Customer Communication Checklist for Trucking Companies

When a broker calls about a lane, they need to know if you have an empty trailer right now; use SkipCalls to ensure an AI receptionist answers 24/7 so you never miss a hot lead while driving.

Confirm if the load requires a reefer, flatbed, or standard 53ft dry van to avoid sending the wrong rig and wasting fuel.

Break down the base rate plus any fuel surcharges so there are no surprises when the invoice for a $1,500 run is sent.

Ensure the freight won't put your driver over the 80,000 lb legal limit or require special permits.

Never move a wheel until the 'Rate Con' is signed and returned to protect your revenue.

Getting the BOL before the driver arrives helps you spot errors in the pickup address or special handling instructions early.

Verify the exact hours the warehouse is open so your driver doesn't get stuck at a locked gate after a long deadhead.

Providing these details to the shipper ahead of time speeds up the check-in process at security-tight facilities.

Let the customer know the minute the truck hits the yard to start the clock on potential detention time.

A quick text or email every morning keeps brokers from blowing up your phone while you are trying to focus on the road.

If weather, traffic, or a breakdown occurs, tell the customer immediately so they can reschedule the unloading crew.

Explicitly tell the shipper when the free time is up so you can bill for those $50-$75 hourly detention fees.

Take a clear photo of the Proof of Delivery document immediately after unloading to trigger the payment process.

Document any issues on the BOL and call the broker before the driver leaves the consignee's dock.

Include the rate con, POD, and any lumper or toll receipts to ensure you get paid the full amount owed.

A positive review from a broker can help you land more consistent, high-paying lanes in the future.