How often should I call my regular shippers for check-ins?

For high-volume clients, a quick check-in once every two weeks is ideal. For occasional shippers, once a month or right before peak seasons is sufficient to stay on their carrier list.

What should I do if a shipper complains about a late driver during the call?

Own the mistake immediately. Explain the situation (weather, mechanical, or ELD issues) and offer a small discount or a commitment on how you will prevent it next time.

Is it better to call or email a freight broker for retention?

Brokers move fast and often prefer phone calls for urgent needs, but follow up with an email containing your updated 'Rate Sheet' and 'Equipment List' so they have it on file.

How do I handle 'Deadhead' miles using these scripts?

When calling shippers in a specific area, mention you have a truck 'emptying out' nearby. They are often willing to give you a better rate or a quick load to avoid a truck leaving the area empty.

Client Retention Scripts

Client Retention Call Scripts for Trucking Companies

In the logistics industry, your reputation is built on reliability and communication. These scripts help you stay top-of-mind with shippers and brokers so you become their first choice for every $5,000 long-haul load or urgent $800 local delivery.

Post-Delivery Quality Check

Call the shipper 24 hours after a major delivery to ensure the drop-off went smoothly.

Hi [Contact Name], this is [Your Name] from [Your Trucking Company]. I'm calling to make sure you were satisfied with the delivery we completed to [Destination] yesterday. Did our driver arrive on time, and was the receiver happy with the cargo condition? We value your partnership and want to ensure every $2,000 load we pull for you is handled perfectly. Let me know if there is anything we can improve for the next run.

Tips for this scenario

-Mention the specific destination or Bill of Lading (BOL) number to show you are organized.
-If they mention a delay at the dock, take notes to help with future detention pay negotiations.

Common Mistakes to Avoid

!Calling shippers during their busiest 'gate-out' hours (usually 8:00 AM to 10:00 AM).

!Sounding distracted or having loud engine/wind noise in the background while calling from the cab.

!Not knowing your own 'backhaul' needs before asking for a load, which wastes the shipper's time.

!Failing to leave a professional voicemail when a broker doesn't answer.

!Letting urgent hot-shot inquiries go to voicemail because you are busy driving or dispatching.

Client Retention Call Scripts for Trucking Companies

Post-Delivery Quality Check

Tips for this scenario

Common Mistakes to Avoid

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Pro Tips

Frequently Asked Questions

How often should I call my regular shippers for check-ins?

What should I do if a shipper complains about a late driver during the call?

Is it better to call or email a freight broker for retention?

How do I handle 'Deadhead' miles using these scripts?

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