If we said there isn't a "cheat sheet" to set yourself up for success, we'd be lying. There are unforeseen instances you sometimes can't control which might affect the outcome of your booking, but in most cases, if you follow our recommended actions, you should be on the right track to receiving good feedback.
Before we dive in, we'd like to remind you of the large reserve of helpful articles in our Help Centre that we are continually adding to. We also highly recommend that you visit our policies regularly to stay updated with the latest regulations on the Exchange.
IN THIS ARTICLE
10 habits of a successful broker on the Exchange
- Adhering to payment terms. Regularly missing payment dates can result in your account being restricted or revoked.
- Confirming that the quoting member is still available for the booking before allocating it to them.
- Making sure all instructions for the load are clear and understood by the driver, especially regarding paperwork requirements, changes in timings and additional labour.
- Always providing the driver with a way to directly communicate with yourself or someone in your company.
- Only posting loads that meet the standards of the Exchange. No posting loads for the transportation of people, animals or for other members to run errands on your behalf.
- Confirming all bookings through the Exchange and marking them as sold immediately. Members can only be afforded protection for work completed on our Exchange platform.
- Giving members positive feedback when they have met or exceeded your expectations.
- Providing as much detail as possible regarding weights and dimensions and posting loads with the appropriate time constraints and expectations. If you're looking for a backload rate, avoid posting the load as a hotshot for delivery.
- Placing more importance on feedback over price. Remember, you are entrusting your customer's goods with a third party – it’s your business's reputation at stake.
- Ensuring payment is authorised for the agreed date once you are satisfied that the booking has been completed to a good standard. If something is missing required to process payment, reach out to the carrier as soon as possible.
10 habits of a successful carrier on the Exchange
- Building and maintaining good relationships with the members that book you for loads. Treating them with the same professional respect you would like to receive and exceeding their expectations.
- Before quoting on posted loads, ensuring that you or your driver can meet the pickup and delivery time, as well as fully understanding all instructions and requirements.
- If needing to co-load on the Exchange, having all the required written consent by every member involved in your bookings. Even with permission, it is best to avoid co-loading until you are experienced.
- While completing a booking on the Exchange, keeping in mind that you're representing the member who allocated the load to you. Any attempt to directly solicit their customer is considered poaching and results in suspension or revocation.
- Always communicating with your customer (the member) and keeping them informed with regular status updates and any critical changes to pickup/delivery times. Our mobile app gives you the ability to provide updates on the progress of the load and keep your tracking on.
- Completing every confirmed booking you receive on the Exchange yourself or by someone in your company. Reselling loads onto any other platform or to people outside of your organization is not permitted.
- Always reading and understanding the paperwork requested by the load poster when invoicing to prevent payment delays. This information can be found in the booking footer or the ‘Order’ option in the diary. When posting paperwork, always send via recorded delivery.
- Remaining compliant with insurance documentation. It is compulsory to have valid Goods in Transit insurance and Vehicle Insurance documents. Members are more likely to book carriers if they can see they have the required documentation up to date.
- Uploading a correct POD as soon as the load is completed.
- Avoiding payment complaints and negative feedback and rather trying to resolve disputes amicably. Complaints and negative feedback damage your business relationship with the load poster.