5 Processes For Dispatcher Success

Fleet Dispatchers are the eyes in the sky of the transportation industry. Someone behind a computer has an immense amount of responsibility when it comes to telling drivers where to go and how to get there. Dispatching is an art here at AJG, it requires discipline and a no-nonsense attitude in order to execute consistently at a high level. Dispatchers not only let drivers know where they needs to go but if they are doing their jobs correctly, they are ensuring the safety and the on time performance of the drivers in their charge. Here are some processes I encourage every dispatcher to pick up if they want to increase success, safety, and on time performance of their units.

1) Knowing Your Assets

Every Dispatcher must know the equipment he or she is working with. Knowing a truck bumper to bumper could keep you out of difficult situations if you know what to look for or how to troubleshoot mechanical problems. At AJG our Dispatchers are given coursework similar to diesel mechanics in order to know the truck types we use during their tenure. If you have a driver stuck on the side of the road thinking there is an issue but really he just needed to disable a dashboard switch you will save time and money for your company and for yourself. Depending on your industry study all of the intricate details of the trucks, there are sources all over the web that can teach you all of the parts of an engine or even how to replace a tire on your own. This increases your value as a dispatcher and in the end as a problem solver.

2) Knowing Your Drivers

Each and every single driver has different needs and boundaries in your fleet. Keep this in mind as you are trying to become a more successful dispatcher. This is where learning the psychology of your drivers is paramount to your success. Knowing which drivers are reliable and what scheduling boundaries they have will increase your ability to perform and your own bottom line of revenue. Whether you are a third party dispatcher of a fleet manager this detail is relative to all.
Gain a successful professional relationship with your drivers is also a key interest all successful dispatchers must take. A professional relationship is one defined by give and take. I have seen dispatchers who simply are just offering customer service to the trucks in their charge which discourages respect, this will cause drivers or owner operators to gain a sense of entitlement that will end with a discontinued relationship. I have also seen dispatchers without any form of empathy for the assets in their charge which causes drivers to look for work elsewhere due to the dispatcher only being one or two dimensional. Empathy is the understanding of someone else’s perspective. This is key in order to become understanding of what your driver is going through and relating to them in order to get them to complete the tasks given.

3) Knowing Operations

Becoming the epitome of Organization, Planning, Establishment, and Institution within daily operations is the goal in mind. Realizing that your business is only going to be as successful as you make it is the first step towards the goal of becoming a better Dispatcher. The “whirlwind” of the day to day operations has a habit of draining all of your energy in a constant fight to keep up or catch up to all of your supply chain solutions. It is best to start with planning, especially the weekend before. There are various factors to worry about when planning that you can adjust early before it becomes a problem during the week such as routes, drivers schedules, weather, traffic, road closures, or even markets for future routes.

Become All-Knowing of nationwide spot market conditions. Study the economy/market to increase profits and decrease uncertainty within your own abilities. “Failing to plan is planning to fail” - Murphy's Law. Do not allow the bad that can happen to happen within the best of your ability during any state in your operations.

We hold the term “executioner” highly at AJG and this is because our ability to be up to date minute to minute is second to none. If you have a high standard above the rest whether it is trucking or any other endeavor, you’re bound to continue to succeed.

4) Knowing Yourself

I will relay my previous blog post for more integration into this process, 5 Keys to Ownership Success

A dispatcher who wants to get his job done and go home is different from the type of dispatcher I am trying to encourage you to be. The truth is that dispatching can be as entertaining and fulfilling as any big-name career if you give the effort.

Reflecting upon your own process as a dispatcher, your demeanor, the way you talk and your attitude are all variables your work depends on. You can streamline your current dispatch position very quickly if you choose to heed these words. Self reflects on what you are not doing, whether it is not giving a few hours on a weekend to analyze your upcoming work week or leaving too many details in limbo as you leave the office. Change your perspective into an executioner’s mindset.

Self Development & Leadership Skills

The ability to grow is critical in the dispatcher position. You must adapt quickly, and overcome the mental instabilities that may try to implore your mind to be “comfortable" during the most critical moments. You must increase your caliber and character from peak to peak, not peak to valley. Poised and composed is the demeanor of a successful dispatcher.

Being able to separate outside problems from the workplace is key. If you can access peace throughout the day which comes from being spiritually active and alert, then you will in turn catalyze self-talk and make it easier to manage emotions throughout the day.  Dispatching is a high-stress environment that will require everything from you at times, but your inner mindset is a pool of unlimited energy if you allow yourself to reach into it!

5) Patience in Process

With the first 4 processes now being executed throughout your day, I guarantee that your attention to detail will be high and your morale will be strong. However, the last process is learning patience. Learning how to handle the “whirlwind” while also being told at times that your process is incorrect and learning from it requires an immense amount of patience.

Look into working out more often to relieve your pent up stress as it will consistently cause you to lose hair over small details that happen in the supply chain. You can also meditate, but you must never neglect your own skill of patience. Like any other skill, patience is developed. It’s putting yourself into highly stressful situations and coming out on top. Accept the difficult dispatches and find the solution consistently, this will train you to expect the worst and hope for the best.

Best of Luck!

Andrew Gomez
Andrew@AJGTransport.com