01

🚨 Breakdowns and Accidents - Action Protocols

▪ SECTIONS▼

📋 Introduction 📖 Glossary 👤 Role 🚛 Equipment 🗺 Routes 📡 Load Boards 🤝 Negotiation 💼 Brokers 📄 Documents ⚖️ Regulations 🖥 TMS 📞 Communication ⚠️ Problems 💰 Finances 📈 Career

▪ MODULES▼

🏭 Industry 📖 Terms 👤 Dispatcher 📡 Load Boards 🗺 Routes 🚛 Equipment 🤝 Negotiation 💼 Brokers 📊 CSA Scores 📦 Freight ⚠️ Problems 📈 Career

▪ TOOLS▼

🎮 Simulator 📝 Tests 🗂 Cases 🃏 Cards

🚨 Types of Breakdowns and Accidents

Breakdown or accident - one of the most stressful situations for a dispatcher. It's important to act quickly and in an organized way.

⚠️ Main types of problems:

  • Mechanical breakdown: Engine, transmission, or brake failure ($2,000-15,000 repair)
  • Tire blowout: Blown tire ($300-800 replacement + towing)
  • Electrical issues: Battery or alternator problems ($500-2,000)
  • Minor accident: A minor collision with no injuries ($1,000-10,000)
  • Major accident: A serious crash with injuries or total loss ($50,000-500,000+)
  • Weather damage: Damage from a hurricane, hail, or flooding

📋 Breakdown Protocol

✅ Step by step:

  1. Get information from the driver: Where? What happened? Are you safe?
  2. Ensure safety: The driver must pull over to the shoulder and turn on the hazard lights
  3. Call roadside assistance: Call a roadside service (Comdata, EFS, or local towing)
  4. Get a repair ETA: How long will it take? Can it be fixed on the spot?
  5. Notify the customer: Tell the broker about the delay and ask for detention pay
  6. Find an alternative: If the repair takes a while, find another truck to transload
  7. Document everything: Photos of the breakdown, receipts, towing invoices

🚑 Accident Protocol

⚠️ CRITICALLY IMPORTANT - first actions:

  1. Check on their health: "Are you okay? Any injuries?" - If yes, call 911
  2. Safety: Turn on hazard lights, set out triangles, do not move the truck
  3. Call the police: ALWAYS call the police for an accident report (even a minor one)
  4. Do NOT admit fault: The driver should never say "It's my fault"
  5. Gather information: Photos (all angles, damage, plate numbers), contacts of witnesses
  6. Notify insurance: Call the insurance company within 24 hours
  7. Drug test: The driver is REQUIRED to take a post-accident drug test (DOT requirement)
  8. Notify the customer: Tell the broker about the situation and the status of the load

📞 Emergency Contacts

💰 Who pays for the repair?

💡 It depends on the situation:

  • Mechanical breakdown: The truck owner (carrier) pays for the repair
  • Accident (not your fault): The other party's insurance pays
  • Accident (your fault): Your insurance pays (deductible $1,000-5,000)
  • Tire blowout: Usually the carrier pays ($300-800)
  • Towing: The carrier pays ($200-500 for local, $2-5/mile for long distance)

🚫 What NOT to do

💼

Case Study: Breakdown mid-route - a fast solution

Situation: A driver calls at 2 AM: "The truck broke down, it won't start. I'm in Kansas, the load has to be in Chicago in 8 hours!"

Problem: Mechanical breakdown, 400 miles to delivery, tight deadline.

Dispatcher's actions:

  1. Safety (1 minute): "Are you in a safe spot? Turn on your hazard lights"
  2. Roadside assistance (5 minutes): Called Comdata, requested towing
  3. Diagnosis (30 minutes): The mechanic arrived - it was the alternator, a 4-6 hour repair
  4. Plan B (15 minutes): Found a local carrier with an available truck 50 miles away
  5. Transload (2 hours): Arranged the transfer of the load onto another truck
  6. Customer notification (5 minutes): Told the broker about a 3-hour delay and requested detention pay
  7. Delivery (6 hours): The new driver delivered the load 2 hours late

Result:

  • Load delivered (2 hours late instead of a total failure)
  • The customer was happy with the fast solution
  • Collected $150 in detention pay
  • Cost: Towing $300 + transfer $400 + repair $800 = $1,500
Bottom line: A fast reaction and Plan B saved the delivery. The customer was happy and gave us 5 more loads the following month!
✅

Quick Check

Question: What MUST you do in the event of an accident?

A Immediately admit fault
B Call the police for an accident report
C Leave the scene of the accident
D Not notify insurance
Correct! ✓ ALWAYS call the police for an accident report, even for minor accidents. This is critical for the insurance claim and for protection against false accusations!
02

🚨 Cargo Theft

🚨 The scale of the problem

Cargo theft - a serious problem in the trucking industry. According to the FBI, annual losses exceed $30 billion.

⚠️ Theft statistics:

  • Average loss: $200,000-300,000 per incident
  • Hot spots: California, Texas, Florida, Georgia, Illinois
  • Popular goods: Electronics, pharmaceuticals, food/beverages, clothing
  • Typical timing: Weekends and holidays (fewer witnesses)
  • Methods: Strategic theft (planned), pilferage (small thefts), hijacking

🛡️ Preventive measures

✅ How to prevent theft:

  • 200-mile rule: Don't stop during the first 200 miles after pickup
  • Secure parking: Only guarded truck stops and terminals
  • GPS tracking: Real-time location monitoring
  • Seal verification: Check the seals at every stop
  • Communication: Stay in regular contact with the driver every 4-6 hours
  • High-value loads: Team drivers for expensive loads ($100K+)
  • Background checks: Thorough driver vetting
  • Avoid patterns: Vary routes and delivery times

🚨 What to do if a load is stolen

⚠️ Immediate actions:

  1. Call the police (911): Report the theft immediately
  2. FBI Cargo Theft Task Force: 1-800-CALL-FBI for high-value cargo
  3. Notify insurance: Call the insurer within 24 hours
  4. Notify the broker: Tell the customer about the theft ASAP
  5. Freeze location: Don't move the truck until the police arrive
  6. Gather evidence: Photos, video, witnesses
  7. CargoNet alert: Register the theft in the CargoNet database

💰 Who pays for the stolen load?

💡 It depends on insurance:

  • Cargo insurance: Covers the value of the load ($100K-250K coverage)
  • Carrier liability: The carrier is responsible for the load up to $100K (by law)
  • Broker insurance: Sometimes the broker has additional coverage
  • Deductible: Usually $5,000-10,000 (the carrier pays)
  • No insurance: The carrier pays the full value of the load!

🔍 Types of theft

  • Strategic theft: Organized groups that plan ahead ($200K+ loads)
  • Pilferage: Small thefts of part of the load ($1K-10K)
  • Hijacking: Stealing the truck with the driver (rare, but dangerous)
  • Identity theft: Fraudsters impersonate a carrier and pick up the load
  • Fictitious pickup: Forged documents used to collect a load

🚫 What NOT to do

  • ❌ Stop within the first 200 miles: The most dangerous window
  • ❌ Park in unsecured places: Especially with high-value cargo
  • ❌ Ignore suspicious activity: Vehicles following you, strange people
  • ❌ Skip checking the seals: Check them at every stop
  • ❌ Share information about the load: Don't say what you're hauling or where
💼

Case Study: Preventing the theft of a $250K electronics load

Situation: A high-value electronics load ($250K) from California to Texas. A well-known route for cargo theft.

Dispatcher's preventive measures:

  • Team drivers: Hired 2 drivers for non-stop delivery
  • GPS tracking: Real-time monitoring every 2 hours
  • 200-mile rule: A strict ban on stops during the first 200 miles
  • Secure route: Avoided known hot spots (LA area, Houston)
  • Communication: Check-in every 4 hours
  • Seal verification: Photo of the seal every 6 hours
  • Secure parking only: Only guarded truck stops

Incident: On day 3, the driver noticed a suspicious vehicle following the truck for 50 miles.

Actions:

  1. The driver immediately notified the dispatcher
  2. The dispatcher called the local police
  3. A police escort accompanied the truck to a safe location
  4. The suspicious vehicle disappeared
Bottom line: The load was delivered safely. Preventive measures + a fast reaction prevented a potential $250K theft!
✅

Quick Check

Question: What is the "200-mile rule" in cargo theft?

A Don't stop during the first 200 miles after pickup
B The maximum distance for delivery
C The range of the GPS tracker
D The cost of cargo insurance
Correct! ✓ The 200-mile rule - don't stop during the first 200 miles after pickup. This is the most dangerous window for cargo theft, since thieves often watch the loading!
03

⏰ Delays and TONU - Time Management

⏰ What are Detention and TONU?

Detention - the truck being held at loading/unloading beyond the free time (usually 2 hours).

TONU (Truck Ordered Not Used) - the driver arrived, but the load isn't ready or was canceled.

⚠️ The cost of delays:

  • Detention pay: $50-75/hour after 2 hours of free time
  • TONU compensation: $200-300 for an empty trip
  • Lost time: A 4-6 hour delay = 300-400 miles lost
  • Lost profit: $150-250 per delay
  • Driver frustration: Drivers hate delays

📋 Detention Pay - how to get it

✅ The process for getting detention:

  1. Document the times: Arrival time, loading start, loading end (photo timestamps)
  2. Get a signature: The shipper/receiver must sign the BOL with the time
  3. Take photos: Photo of the BOL, photo of a clock, photo of the truck at the facility
  4. Notify the broker: Report the delay ASAP (don't wait until the end of the day)
  5. Send an invoice: A detention invoice with documents within 24 hours
  6. Follow up: Call the broker every 3 days until it's paid

🚫 TONU - Truck Ordered Not Used

💡 When TONU applies:

  • Load not ready: The driver arrived, but the load isn't packed yet
  • Load canceled: The shipper canceled the load at the last minute
  • Incorrect information: The load doesn't match the description (weight, size)
  • Facility closed: The shipper is closed when it should have been open
  • Refused by shipper: The shipper refuses to load for some reason

💰 How to get TONU compensation

  1. Arrive on site: The driver MUST show up at the shipper location
  2. Check-in: Register with the shipper (get a signature/stamp)
  3. Document it: Photo of the facility, photo of the check-in, timestamp
  4. Get written confirmation: The shipper writes "Load not ready" on paper
  5. Notify the broker: Call immediately: "The load isn't ready, I'm requesting TONU"
  6. Send an invoice: A TONU invoice of $200-300 with documents
  7. Escalate if needed: If the broker refuses, threaten a TIA complaint

📞 Communication during delays

✅ What to say to the broker:

  • For detention: "The driver has been at loading for 3 hours already. Free time is 2 hours. I'm requesting detention at $50/hour"
  • For TONU: "The driver arrived, the load isn't ready. The shipper says it will be ready in 6 hours. I'm requesting a $250 TONU"
  • If refused: "The rate confirmation states detention after 2 hours. I'll send the invoice"
  • Escalation: "If you don't pay, I'll file a complaint with the TIA and leave a negative review"

🚨 Common problems

  • The broker refuses to pay: "The rate con doesn't include detention" - check the document!
  • No documents: Without a shipper/receiver signature it's hard to prove
  • The driver didn't report it: You found out about the delay 2 days later - too late to claim
  • The shipper refuses to sign: Photo timestamps + GPS tracking will help

🚫 What NOT to do

  • ❌ Fail to document: Without proof you won't get paid
  • ❌ Fail to notify the broker: Report the delay right away, not at the end of the day
  • ❌ Settle for a smaller amount: If the rate con says $75/hour - demand $75
  • ❌ Fail to send an invoice: Send it within 24 hours
  • ❌ Forget about TONU: It's your money, so claim it!
💼

Case Study: Collecting $450 in detention pay for a 6-hour delay

Situation: The driver arrived for loading at 8 AM. The load was supposed to be ready, but the shipper said "It'll be ready in 2 hours."

What the dispatcher did:

  1. 8:00 AM: The driver checked in and got a shipper signature with the time
  2. 10:00 AM: Free time was up (2 hours), the load still wasn't ready
  3. 10:15 AM: The dispatcher called the broker: "The driver has been waiting 2 hours, the load isn't ready. We're starting the detention clock at $75/hour"
  4. 12:00 PM: The driver photographed a clock, the truck, and the facility
  5. 2:00 PM: The load was finally ready, they started loading
  6. 2:30 PM: Loading was complete, the driver got the BOL with the time
  7. 3:00 PM: The dispatcher sent the detention invoice to the broker

Detention calculation:

  • Arrival: 8:00 AM
  • Loading complete: 2:30 PM (6.5 hours total)
  • Free time: 2 hours
  • Detention time: 4.5 hours
  • Rate: $75/hour (rounded up to 6 hours)
  • Total detention: $450
Bottom line: The broker paid $450 in detention within 10 days. Documentation and fast communication secured the payment!
✅

Quick Check

Question: How much is detention pay usually?

A $10-20/hour
B $25-35/hour
C $50-75/hour
D $100-150/hour
Correct! ✓ Detention pay is usually $50-75/hour after 2 hours of free time. It's compensation for the lost time and missed profit!
04

🗺️ Route Planning

🗺️ Route Planning

Effective route planning is critical for profitability and driver satisfaction.

04

🚫 Load Refusals

🚫 What is a Load Refusal?

Load refusal - a carrier declining a load after confirming it. This is a serious problem that can lead to losing the customer and damaging your reputation.

⚠️ Consequences of refusing a load:

  • Losing the customer: The broker won't give you loads anymore (blacklist)
  • Negative review: A bad review on DAT, Truckstop, Carrier411
  • Penalty: Some brokers charge $500-1,000 for a cancellation
  • Reputation: Word spreads fast in the industry
  • Broker's losses: The broker loses money finding a replacement

✅ Legitimate reasons for refusing

When you can refuse WITHOUT consequences:

✅ Justified reasons:

  • Breakdown: The truck broke down and can't run the load
  • Driver unavailable: The driver is sick, had an emergency, or quit
  • Weather emergency: Blizzard, hurricane, ice storm (unsafe to drive)
  • HOS violation: Not enough hours to deliver on time
  • Equipment mismatch: The load requires a reefer, you have a dry van (broker's error)
  • Weight overload: The load is heavier than stated on the rate con (DOT violation)
  • Unsafe load: The load isn't secured, it's dangerous to haul
  • Broker fraud: The broker has no authority, the load is stolen

❌ Illegitimate reasons for refusing

⚠️ Bad reasons (they'll get you blacklisted):

  • ❌ "Found a load that pays more": You already confirmed the rate con!
  • ❌ "I don't want to go there": You should have checked before confirming
  • ❌ "The driver refused": That's your problem, not the broker's
  • ❌ "The rate is low": You agreed to that rate!
  • ❌ "Changed my mind": Without an objective reason
  • ❌ "Forgot about another load": Poor planning

📞 How to properly refuse a load

✅ Refusal protocol:

  1. Call IMMEDIATELY: The sooner the better (at least 24 hours before pickup)
  2. Explain the reason: Honestly and in detail: "The truck broke down, alternator failure"
  3. Offer a solution: "I can find another truck" or "I can take the load tomorrow"
  4. Apologize: "Sorry for the inconvenience, this is force majeure"
  5. Document it: An email explaining the reason (for protection)
  6. Help find a replacement: If possible, suggest another carrier

⏰ Timing is critical

When you refuse:

  • 24+ hours before pickup: The broker will find a replacement, minimal consequences
  • 12-24 hours before pickup: Harder to find a replacement, but possible
  • Less than 12 hours: Very bad, the broker is in a panic
  • On pickup day: A disaster! A near-guaranteed blacklist
  • After pickup: NEVER! That's abandoning a load (a criminal offense)

💰 Financial consequences

💡 What can happen:

  • Cancellation fee: $500-1,000 (if stated in the rate con)
  • Dry run fee: $200-300 if the driver already arrived at the pickup
  • Broker's losses: The broker may demand compensation for their losses
  • Lost future business: Losing $50K-100K+ a year from this broker

🛡️ How to avoid refusals

✅ Preventive measures:

  • Check everything BEFORE confirming: Route, timing, equipment, HOS
  • Backup plan: Always have a backup driver or truck
  • Maintenance: Regular truck service (fewer breakdowns)
  • Communication: Constant contact with the driver (you know about problems in advance)
  • Realistic planning: Don't overload the driver (HOS violations)
  • Weather monitoring: Check the forecast before confirming

📧 Sample email for a refusal

Subject: Load Cancellation - [Load #] - Force Majeure

Body:

Hi [Broker Name],

I regret to inform you that we must cancel load #[number] scheduled for pickup on [date] at [time].

Reason: Our truck experienced a mechanical breakdown (alternator failure) and is currently at the repair shop. The mechanic estimates 24-48 hours for repair.

Solution: We are actively searching for a replacement truck and will update you within 2 hours. Alternatively, we can pick up the load 24 hours later if acceptable.

We sincerely apologize for this inconvenience and understand the impact on your operations. This is a force majeure situation beyond our control.

Please let us know how we can help resolve this situation.

Best regards,
[Your Name]
[Company Name]

🚫 What NOT to do

  • ❌ Ignore the broker: Not answering calls/emails is the worst thing you can do
  • ❌ Lie about the reason: "The truck broke down" (when you actually took a higher-paying load) - the broker will find out
  • ❌ Refuse at the last minute: Without a serious reason
  • ❌ Fail to offer a solution: Just "We can't" - help find a way out
  • ❌ Be rude: "That's your problem" - you'll burn the bridge forever
💼

Case Study: Refusing a load the right way - preserving the relationship

Situation: The dispatcher confirmed a load for tomorrow (pickup 8 AM). At 6 PM the driver calls: "The truck won't start, the alternator failed. The mechanic says it's a 24-hour repair."

Problem:

  • The load is confirmed: The rate con is signed, the broker is counting on us
  • Timing: 14 hours before pickup - not much time
  • No backup truck: All the other trucks are busy

Dispatcher's actions:

  1. 6:05 PM - Called the broker: "Hi [Name], we have a force majeure. The truck broke down (alternator), a 24-hour repair. I'm looking for a replacement right now."
  2. 6:10 PM - Offered solutions: "Option 1: I can find another truck (2 hours to search). Option 2: We can take the load in 24 hours. Which do you prefer?"
  3. 6:15 PM - The broker chose: "Find another truck, I've got 2 hours"
  4. 6:20-8:00 PM - Search: Called 5 partners, found an available truck for $100 extra
  5. 8:05 PM - Confirmation: "Found a replacement! The truck will be at pickup tomorrow at 8 AM. Sorry for the stress."
  6. 8:10 PM - Email: Sent a message with the explanation and confirmation of the new truck
Result: The load was delivered on time. The broker appreciated the fast solution and the honesty. Gave us 3 more loads the following week. Lesson: Immediate communication + offering solutions = keeping the customer!
✅

Quick Check

Question: When can you legitimately refuse a load?

A The truck broke down (breakdown)
B You found a load that pays more
C The driver doesn't want to go there
D The rate seems low
Correct! ✓ A breakdown is a legitimate reason to refuse (force majeure). But you need to immediately notify the broker and offer a solution. Refusing because of a higher rate - blacklist!
05

🤝 Conflicts - Resolving Problems with Brokers and Drivers

🤝 Types of conflicts in trucking

Conflicts are inevitable in the trucking industry. It's important to be able to resolve them quickly and professionally.

⚠️ Main types of conflicts:

  • With brokers (50%): Payment disputes, rate disagreements, detention claims
  • With drivers (40%): Pay issues, home time, load assignments
  • With shippers/receivers (10%): Loading delays, damaged cargo, access issues

💰 Conflicts with brokers - Payment Disputes

The most common problem: The broker doesn't pay or pays less than promised.

✅ How to resolve payment disputes:

  1. Check the documents: Rate confirmation, BOL, POD, invoice - is everything correct?
  2. Call the broker: "Hi [Name], invoice #[number] hasn't been paid for 45 days. When can I expect payment?"
  3. Email follow-up: Send a message with copies of all the documents
  4. Escalate: If they don't respond, call every day and ask for a manager
  5. TIA complaint: File a complaint with the Transportation Intermediaries Association
  6. FMCSA complaint: If the broker is breaking the rules - a complaint to FMCSA
  7. Collections agency: A last resort - send it to a collections agency

📉 Conflicts with brokers - Rate Disagreements

The problem: The broker tries to cut the rate after delivery or doesn't pay detention.

💡 How to protect yourself:

  • The rate confirmation is the law: A signed rate con is a legal document
  • Document everything: Photos, timestamps, signatures from the shipper/receiver
  • Don't settle for less: "The rate con says $2,500, I'm demanding $2,500"
  • Detention proof: Photo of the BOL with the arrival/departure time
  • Threat of a review: "If you don't pay, I'll leave a negative review on DAT"

🚫 Conflicts with brokers - Load Cancellations

The broker cancels the load at the last minute or after the driver is already en route.

⚠️ Your rights:

  • Dry run fee: If the driver arrived at the pickup - demand $200-300
  • TONU compensation: If the load is canceled - demand compensation
  • Detention pay: If you waited - demand payment for the time
  • Document it: Photo of the check-in, timestamps, confirmation from the shipper

👷 Conflicts with drivers - Pay Disputes

The driver claims they were underpaid or that detention/a bonus wasn't accounted for.

✅ The resolution process:

  1. Listen first: "Tell me what happened, I'll look into it"
  2. Check records: Settlement, rate con, detention logs, fuel advances
  3. Explain clearly: "Here's the math: 2,300 miles × $0.55 = $1,265"
  4. Acknowledge mistakes: If there's an error - admit it and fix it immediately
  5. Fix immediately: "I'll add it to the next paycheck, you'll get it on Friday"
  6. Follow up: Call when the payment goes through: "Did you get it? Is it all correct?"

🏠 Conflicts with drivers - Home Time Issues

The driver expected to be home but the dispatcher gives them a new load or holds them up.

💡 How to avoid it:

  • Clear policy: "2-3 days home every 2-3 weeks" (in writing)
  • Advance planning: Ask a week ahead: "When do you want to go home?"
  • Keep promises: If you promised home by Friday - make it happen
  • Emergency flexibility: A family problem - let them go immediately
  • Route accordingly: Plan loads so the driver gets home on time

🚫 Conflicts with drivers - Load Refusals

The driver refuses to take a load without a legitimate reason.

⚠️ Progressive discipline:

  1. 1st refusal: Verbal warning (document it)
  2. 2nd refusal: Written warning (the driver signs)
  3. 3rd refusal: Final warning or termination

Exceptions: Safety concerns, HOS violations, equipment issues - legitimate reasons

📞 Conflict Resolution Framework

✅ A 5-step process for any conflict:

  1. Listen actively: Let the person say their piece fully, don't interrupt
  2. Acknowledge feelings: "I understand you're upset/frustrated"
  3. Gather facts: Check all the data, documents, and records
  4. Find a solution together: "How can we solve this? What would be fair?"
  5. Follow up: Check in a week later that the problem is really resolved

🚨 Escalation - when to escalate a conflict

Sometimes you need to escalate a conflict to the next level:

  • With a broker: Dispatcher → Broker manager → TIA complaint → FMCSA complaint → Collections
  • With a driver: Verbal warning → Written warning → Suspension → Termination
  • With a shipper: Dispatcher → Broker → Shipper manager → Refuse future loads

🚫 What NOT to do during a conflict

  • ❌ Ignore the problem: The problem won't disappear on its own, it will only get worse
  • ❌ Get emotional: Yelling, threats, insults - professionalism matters more
  • ❌ Make promises you can't keep: Don't promise what you can't deliver
  • ❌ Take it personally: It's business, not personal
  • ❌ Burn bridges: The industry is small, reputation matters

📊 Conflict Prevention

✅ How to avoid conflicts:

  • Clear communication: Everything in writing (rate con, emails)
  • Set expectations: Clearly explain the rules, policies, and procedures
  • Document everything: Photos, timestamps, signatures, emails
  • Pay on time: Drivers and brokers value punctuality
  • Be honest: Honesty prevents 90% of conflicts
  • Build relationships: Good relationships = fewer conflicts
💼

Case Study: Successfully resolving a payment dispute with a broker

Situation: A load was delivered 45 days ago, a $2,500 invoice hasn't been paid. The broker isn't answering calls or emails.

Problem:

  • 45 days overdue: The standard payment term is 30 days
  • The broker is ignoring us: 5 calls, 3 emails - no response
  • Cash flow problem: The $2,500 is needed to pay the driver and fuel

Dispatcher's actions:

  1. Day 45 - Document check: Rate con, BOL, POD, invoice - everything's correct
  2. Day 46 - Escalation: Called the broker manager: "Invoice #[number] is 45 days overdue. I demand payment within 48 hours"
  3. Day 47 - Email with a threat: "If you don't pay within 24 hours, I'll file a TIA complaint and leave a negative review"
  4. Day 48 - TIA complaint: Filed an official complaint with the TIA (Transportation Intermediaries Association)
  5. Day 50 - The broker called: "Sorry for the delay, we'll pay today"
  6. Day 51 - Payment received: The $2,500 was deposited
Result: The money came in after 51 days (instead of 30). Lesson: Persistence + escalation + the threat of a TIA complaint = results. We don't work with this broker anymore!
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⚠️ When you DON'T need a TMS:

  • ❌ Owner-operator with 1 truck - you can get by with Excel and QuickBooks
  • ❌ Very small budget - invest in an ELD and a load board first
  • ❌ No time to learn it - a TMS takes 1-2 weeks to master

Rule: A TMS pays for itself at 3+ trucks or 10+ loads a week

💼

Case Study: The TMS paid for itself in 3 weeks

Situation: A company with 8 trucks ran on Excel and QuickBooks. The dispatcher spent 20 hours/week on paperwork.

Problems without a TMS:

  • Slow invoicing: Invoices went out 3-5 days after delivery
  • Calculation errors: 2-3 errors a week in driver settlements ($200-500 lost)
  • Missed charges: They forgot to add detention and lumper fees to invoices
  • IFTA nightmare: 8 hours every quarter on manual calculations

Solution: They invested in Axon TMS ($250/month) + training (2 weeks).

Results after a month:

  • Time on paperwork: 20 hours → 8 hours/week (saving $300/week)
  • Invoicing: Automatic on the day of delivery → paid 5-7 days faster
  • Errors: 2-3/week → 0-1/month (saving $800/month)
  • IFTA: 8 hours → 30 minutes (automatic calculation)
ROI: The $250/month investment paid for itself in 3 weeks. Savings of $1,500+/month = $18,000/year in net profit!
✅

Quick Check

Question: What should you do if a broker doesn't pay for 45+ days?

A Forget it and move on
B Wait another 30 days
C Escalate: manager → TIA complaint → collections
D Settle for a smaller amount
Correct! ✓ At 45+ days overdue you need to escalate: call the manager, file a TIA complaint, threaten a negative review. Persistence + escalation = results!
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