I explain to my staff that the answer I give you right now may not be the same answer I give you next time when solving a problem.”
“Problem solving is what we do,” Byrne says. “Giving our customers viable options in the middle of a problem is the name of the game.” Being open to various scenarios and using a team approach is also important. “You never know where the right solution is going to come from, so looping everyone in from the beginning often provides faster and better solutions.”
Covey cites knowledge as an important factor as well. “It is a very competitive market in a constantly changing landscape of government rules and regulations. Being an expert on such topics is just one of the many ways brokers can differentiate themselves.”
The Inevitable: Handling Claims
Of course, sometimes things just don’t work out, and a dispute arises. Doug Nelson, vice president of Trading Assistance at Blue Book Services, Inc., comments: “Truck brokers who handle fresh produce regularly find themselves in the middle of disputes between their customers and their carriers—it may be on a weekly or monthly basis, but it’s definitely a regular basis. Questions like, ‘How warm is too warm?’ or ‘How do we reconcile a temperature tape with a reefer download?’ or ‘When can the carrier charge detention fees?’ can all be sources of conflict.”
Using Blue Book’s Transportation Guidelines as a reference tool helps. “Some truck brokers know the Guidelines inside and out and help lead the discussion in a constructive direction,” Cuevas says, adding these situations are what separate the pros from the rest.
“This is when your transportation skills are truly tested,” he explains. “Disputed claims should be precise, with information gathering to arrive at a reasonable solution, along with using Blue Book’s Transportation Guidelines,” he advises. Some brokers will focus on the obvious and relay information to both sides, while “the pro focuses on the details and helps come up with solutions to help settle a claim.”
Timeliness is crucial, according to Howard. “Knowing your options and how the product must be handled to alleviate further issues is key. Blue Book resources, inspections, temperature recorders, reefer downloads, etc., should always be taken into consideration when handling a claim.”
“Disputed claims should be handled with as much documentation and full disclosure as possible. Photos, driver logs, signatures, and documented SOPs [standard operating procedures] must be made available as soon as a problem arises,” explains Covey.
Common sense should also play a role, he says, citing the example of a truck experiencing a lengthy dwell time, causing temperature issues. “In claims management, identifying and eradicating the cause will provide the best long-term relationship. ‘Passing the buck’ to the last party involved is a shortsighted strategy,” Covey insists.
