How do I judge the quality of a dispatch service’s driver communication routine?
Sit with a dispatcher for a full shift and listen. Watch how jobs are given, confirmed and changed, how drivers check in, and what happens when someone does not answer. Then ask drivers how it feels from their side. A good routine is clear, calm and written down.
Begin by observing. Spend a shift beside the dispatcher, ideally a busy one. Notice how a job is offered, whether the driver confirms it and how changes are passed on. Listen to the tone. Short, clear calls suggest a routine; long explanations after the fact suggest the opposite.
Then read the records. Ask how messages, calls and texts are stored, and whether you can look at a day’s worth. Check the written steps for check-ins, late arrivals and emergencies. See what the dispatcher does when a driver does not answer, and how quickly the next step is taken.
Finally, ask the drivers. Away from the office, ask what works, what annoys them and when they last felt unsupported. Ask how disputes get settled. If the routine depends on one dispatcher’s habits, ask what a replacement would need to learn. Ask your lawyer about any records of driver calls or messages, and what to keep once the business changes hands. Plan to keep the dispatcher through the handover if you can.
Key takeaways
- Spend a full, busy shift beside the dispatcher before you judge the routine.
- Read how messages and calls are recorded and stored.
- Ask drivers, away from the office, what works and what does not.
- Find out what a replacement dispatcher would need to learn.
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Sources
This answer is checked against primary sources. Links were last confirmed on the dates shown.
- 01Business Development Bank of CanadaGovernmentHow to conduct due diligence when buying a business
- 02Business Development Bank of CanadaGovernmentWhat are the steps to buying a business?
- 03Transport CanadaGovernmentMotor carriers, commercial vehicles and drivers
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