The end of quarrels in a transport company
Forwarders and drivers were in constant conflict. We created a simple 'no shouting' communication code. The effect? 14% fewer errors in orders.
At Trans-Wielkopolska, tension between the office and the route was reaching its peak. Drivers felt ignored, and forwarders had had enough of eternal corrections in shipping documents. We helped them establish clear rules of the game that cut off unnecessary discussions and restored order.
The challenge
Every fourth order in this company ended with nerves and unnecessary costs. Forwarders forgot about drivers' mandatory breaks, and they in turn didn't report on time when the unloading ramp was busy. In December 2023 alone, the company recorded 31 complaints from clients due to delays that could have been foreseen.
The head of the company, Mr. Andrzej, spent nearly 4 hours a day mediating between the floor and the parking lot. People were tired, and employee turnover in the office increased by 22% within one half-year. The atmosphere was so thick that new employees quit after just 3 weeks of work.
Our approach
We didn't lead boring lectures in a conference room. Our team (3 specialists) spent 11 working days directly at the forwarders' desks and at the transport base. We wanted to see exactly where information was escaping and why nerves were snapping.
We analyzed logs from communicators and recordings from 14 of the most difficult disputes from the last month. To be honest, 67% of conflicts resulted from unclear commands sent in a hurry. Instead of looking for someone to blame, we focused on how to pass on facts without unnecessary emotions. We talked to 6 forwarders and 12 drivers to understand both sides of the barricade.
The solution
Instead of creating thick instructions that no one reads, we prepared a 'Zero Shouting Rule Card' – one laminated A4 page with specific guidelines. We introduced a rigid SMS confirmation system instead of chaotic and emotional phone calls while driving.
A key element was a daily, 7-minute briefing at 2:15 PM, during which only critical points on national routes and to Berlin are discussed. We also trained the staff in simple stress management techniques so forwarders stopped reacting with aggression to delays they have no influence over. We also established a clear path for reporting problems that doesn't require involving the owner for every trifle.
Results
After four months, the company's head stopped playing the role of a firefighter and returned to planning business development. The team began to talk to each other factually, and the number of errors in papers fell drastically, which translated into real financial savings.
Timeline
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January 2024Communication audit and live observation of forwarders' work
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February 2024Assertive communication workshops for drivers and office
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March 2024Implementation of the SMS procedure and the Zero Shouting Rule Card
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April 2024Analysis of results and final correction of cooperation rules
"Honestly? I thought that in transport it has to be this way – shouting and eternal stress. Poznań Progress Partners showed us that it can be different. Now the office is simply quieter, and the money adds up."