Backsolicitation

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PackRat

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May 26, 2008
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Here's a post that will get the members going!

Gave a carrier a TL for a lane that went well. Not a high volume lane but turned out to be several over a weeks period and the carrier liked/needed the lane. After the second or third load carrier suddenly needed more for the move (they were paid exactly what they asked for on the lane). Told them no...the rate was good and fair. The last load delivered and my very good customer contacted me and told me the driver left a business card and told them they should call them directly next time. The business card was for the owner of the company and when I called he said that it didn't come from him and his driver was not instructed to do this and so on and so on. He was to follow up with me but as of yet...nothing. So I throw it out to the forum....what would you do? Owner says he wouldn't do it but the situation does appear that driver was told to do this. Any thoughts?
Thanks all.
PR.
 
Drivers don't carry around business cards which are the owner's. Unless given to them - by the owner....

Looks to me like the carrier tried to get the business directly - and it backfired on him.
 
It's amazing to me why anyone would go and screw up a 'good thing'. Shipper, broker and carrier all service the 'customer' together as a team and all profit from the transaction (there is nothing wrong with the word profit, it's what businesses do). Then one party decides they want to cut one of the others out and screw up a good thing. Of course your relationship with the customer is a strong and professional one which is why they came to you.

Most importantly - who is this carrier? :)

Keep well,
Mike
 
I agree with Mike. I'm guessing they see it as they could make more profit. Still doesn't excuse that kind of behavior though. Good thing you have a loyal customer.

That's one of my lanes, I'd be curious as to who the carrier is as well.
 
I wouldn't jump all over the carrier just yet, a lot of carriers give their drivers business cards for the simple fact that if a shipper, consignee, or another driver looking for work etc. requests information all on their own, the driver can simply keep his comments to himself and hand over a card and say this is who you need to call. Saying that, some drivers do cross the line and try to solicit business for their company not realizing the complications it can result in.
 
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Still strange, the owner of the company? Do you know who has the owners cards (and no one else unless specific instructions given, for example to drop off a food bank donation, etc...) the owner only! Just sounds a little fishy, that's all.

Looking for work and backsoliciting are two very different things, one of the two must have been mentioned at the time the card was given and it would be difficult to 'mistake' one for the other, no?

Keep well,
Mike
 
any back dooring like this should be put out for all to see and then no one loses a customer because they used that carrier.

who is it?

p.s. some systems in the US exist where you post the carrier's name & info along with the offence and they have 72hrs to reply and defend their side, we usually do this when carriers try this type of crap
 
I would like to know the carrier as well. My EX Boss used to send business cards with the drivers with instructions to give them out no matter what. My ex boss went after a Landstar agent's customer after taking a few loads from them. He actually got the business and the poor agent was out a fortune
 
ltltrucker said:
I would like to know the carrier as well. My EX Boss used to send business cards with the drivers with instructions to give them out no matter what. My ex boss went after a Landstar agent's customer after taking a few loads from them. He actually got the business and the poor agent was out a fortune
Click to expand...

Perhaps they feel that giving out business cards via drivers is more economical than hiring a sales staff. Would be interested in knowing if that practice is still going on and what carrier is/was doing this?!

Keep well,
Mike
 
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that Landstar agent could have easily gone after that carrier and their head office would have helped them take down that carrier...

and yes SaferWatch/Watchdog, also Carrier411, you can report there and most US companies (shippers & brokers/carriers) will look there before they use a carrier.
and updates are sent to you when something changes on their file.
 
Mike Jr and GRoch - if you want to know who this is that passes the business cards out via the drivers - just message me
 
Mike,

Small companies like myself the owners dispatch buy and sell freight load, drive, bill, safety and compliance ect etc.

All of my drivers have business cards for myself and my brother.

The cards are for people that ask for them that are looking for jobs or if the driver has a problem they are instructed to keep there mouths shut hand them a card and say call this number.

They are not to back solicit as in all honesty I really do not want to deal with a customer that is all about rate the same as if a brokers first question is rate then chances are I will not be dealing with them.
 
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Rob said:
Mike,

Small companies like myself the owners dispatch buy and sell freight load, drive, bill, safety and compliance ect etc.

All of my drivers have business cards for myself and my brother.

The cards are for people that ask for them that are looking for jobs or if the driver has a problem they are instructed to keep there mouths shut hand them a card and say call this number.

They are not to back solicit as in all honesty I really do not want to deal with a customer that is all about rate the same as if a brokers first question is rate then chances are I will not be dealing with them.
Click to expand...

Absolutely and well said! Shippers or consignees could be a great place to recruit staff. Imagine you or your driver go to a location weekly, are professional, on time and a pleasure to work with... Another driver from another company also goes to this location weekly, they develop a rapport with the shipper and soon enough a dialogue about the driver wanting to move or change employers, wouldn't it be handy for that shipper to say - here, call Rob, here's his number!

Like I said, recruiting staff is way different than soliciting business. How could one be misconstrued for another?

Keep well,
Mike
 
It's an old practice that used to work better when the guy at the back door was the one buying the freight. But nowadays, more and more this isn't the case. I believe I know who the carrier is before even mentioning anything.
 
still bad business to give your business card to your customer's customer, just tell them to call the broker they booked it with.
 
If the customer is happy with the service you provide the chances of them leaving is very small. Don't neglect your customers and they will be loyal to you, simple rules of running a business.
 
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This is a serious question and I'm very curious as to everyone's take on it:

What is the difference between the driver who gives out his boss's card and the boss who waits a few weeks and calls the customer himself?

The end result is the same. If your customer is happy with you - no problem. But, there are lots of carriers who will promise great service (they've proven that if they have already been in there a few times) at a lower rate. Then once they have bumped you out, they increase their rates.

How do you fix this problem?
 
you fix it by putting the carrier's name out there, only if you can prove it.

it's not fair to anyone who has a full sales staff, then we lose customers because someone thinks it's "ok" to back door us whenever they want...
 
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So shall us carriers put the names out of brokers who are into our direct customers on a weekly basis trying to take our customer freight away by dropping cards and packages saying how much better they could service them?

While I don't agree with back soliciting we all know it happens and will continue to happen. The way hauling Ass put it out that it happened is dirty pool but other than not dealing with them again what else can you do?

It is the same as brokers who make their business model of double and triple brokering, that is also dirty pool. In this age of the internet there is no need for it but some people continue to do it on a regular basis.
 
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