And then there are market forces and industry fluctuations beyond anyone’s control, says Steve Covey, executive vice president at Preston, MD-based Choptank Transport. “Providing sustainable visibility for shippers has become an industry norm. The key is assuring that we continue to educate and develop our carrier base to maintain our reputation as a supplier of choice in the foodservice industry.”
Top Traits
Integrity, Maturity & Self-Control
Among the roles and responsibilities outlined above is near-continual pressure, and a top broker needs the emotional maturity to deal with it evenly, effectively, and professionally.
In any job, it is always important to not take challenges, demands, or criticisms personally, Rubini says. “I think patience and the ability to think quickly will always differentiate someone from being an ordinary performer vs. a pro. Every day brings new challenges in this business; only experience and a clear mind can help you think quickly, assess the challenge, and proceed accordingly to fix it, regardless of the scope of the problem.”
It’s also about accepting that some things are beyond one’s control. “If you’ve done everything you can do to fix a problem and conduct yourself with integrity and honesty,” relates Rubini, “your clients and suppliers will see that, and only then can you build and strengthen a relationship.”
Covey agrees. “You need experience and thick skin to survive and thrive in this business. Things go wrong and tempers flare—you have to know how to handle it. Frequent and honest communication with your shipper and carrier are imperative. You also have to be quick on your feet and able to offer sound solutions at a moment’s notice.”
Most experienced brokers handle the pressure by keeping things in perspective. “There is an acceptance, even an expectation, of chaos,” shares Covey. “Once you’re used to it, it becomes just another part of the day. It becomes a challenge to see how quickly you can resolve or fix a customer’s problems.”
For Cuevas, it’s all about self-control. “Only one solution will make or break you: self-control,” he asserts. “You need to take the daily issues and manage them accordingly. It can be very stressful at times, especially if there is an unexpected issue that arises. If you can control those stressful times, you can arrive at the proper solution.” To avoid preventable issues, Cuevas follows a checklist and makes sure details are always clearly communicated to drivers.
“We’re constantly encountering issues on both the carrier and the customer side,” Byrne contends. “The manner in which we handle them is the difference between retaining business and not. Keeping your head in the game at all times, so you can logically think through any situation, is very important.”
