Improving the Driver Experience: A Fleet Leader Discussion

Platform Science recently hosted a webinar focused on how commercial fleets can proactively improve the driver experience. The panel, comprising leaders from some of the top U.S. fleets, covered a wide range of topics, including ideas on how to meet driver expectations, the importance of training, and developing a culture of collaboration.

• Jamie Philip, Director of Talent and Fleet Development, Cheema Freightlines
• Rich Farr, VP of Technology, C.R. England
• Austin Henderson, CIO, FirstFleet
• Jeff Smith, Senior Manager of Transportation & Logistics, Ocean State Job Lot

Luke Wachtel, Senior Vice President of Transportation & Logistics at Platform Science, hosted the panel. Below are six key takeaways from this informative discussion.

View the entire webinar now. >>

Top Tips for Improving Driver Experience

1. Collaboration is key.

A culture of collaboration can truly set a fleet apart for drivers =if the channels of communication are open and fleet management is willing to take action on feedback. This can be done in person, with regular roundtable meetings of peers and managers, or virtually, with scheduled town hall calls that drivers are invited to attend digitally and share their thoughts with leadership. It’s also important to have easy-to-access feedback tools within apps, where an issue can be reported with the click of a button. Follow-up on reported issues is key, letting the driver know the problem is being investigated and has been resolved when complete.

2. Focus on celebrating success, not just punishing mistakes.

Drivers may feel that technology helps fleet management “spy” on them in order to call out more mistakes and take punitive action. However, successful fleet managers know that celebrating drivers’ success and positive actions can be just as valuable in building a positive culture and encouraging drivers’ safety and compliance habits. Creative ways to publicize driver successes — like sharing safety metrics in the drivers’ lounge, noting safety milestones on their company dashboard profile, using social media to share “saves of the day,” and conducting regular prize drawings for those meeting certain safety milestones — can go a long way in helping the fleet recognize and celebrate positive actions that benefit safety and efficiency. 

3. Utilize real-time and collaborative coaching.

Coaching continues to be a vital element of fleet management, but looking for ways to allow drivers to participate and self-coach can be very effective. Instant feedback after an event, via video recording, ideally delivered to the driver’s app, is a valuable tool allowing both management and the driver to work together to identify what could have been done differently, or better understand what took place. Real-time coaching also allows management to reach out to drivers when they witness a positive action, like defensive driving or self-correction. Real-time coaching results in more immediate and improved performance on the road. 

4. Highlight the driver-focused benefits of compliance.

Compliance tasks can be tiresome, and drivers weren’t hired to be data entry clerks. Focusing on how compliance benefits drivers in practical ways — preventing roadside inspections, equipment breakdown, and even out-of-service orders — encourages drivers to complete the actions that keep them not only compliant but on the road faster. Additionally, utilize technology that reduces busywork and potential errors by porting over known information and reducing how many times drivers have to manually enter the same information. Look for tools that automate compliance tasks, such as HOS tracking and scheduling CDL renewals and medical exams. 

5. Open the channels of feedback.

Look for creative ways to ensure drivers can share their feedback, anonymously, even if needed. Tools like Workhound or beta testers chosen from your driver pool can solicit honest and transparent feedback on the state of your driver culture. Even informal events like company parties and barbecues can be an opportunity for informal yet insightful discussions. Leadership members should regularly spend time in the cab of a truck to further break down communication barriers and ensure they always remember what their drivers are experiencing, and how decisions in the office impact work on the road. 

6. Ensure your tools can evolve with your drivers’ needs.

The era of “set it and forget it” for fleet tools is long gone, as management and drivers alike expect responsive and helpful technology that can evolve over time. Selecting a provider that understands your needs and works with you to incorporate regular driver feedback is key, as fleets with collaborative cultures will undoubtedly have an ongoing list of tasks and requests that need to be considered. To get the most out of your investment in fleet management tools, you should always be asking what more you can get out of it and how you can fully utilize them to benefit fleet operations and drivers.

Check out the most noteworthy quotes from the webinar here

The webinar, titled “Improving the Driver Experience: A Fleet Leader Panel,” featured:

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