Episode 56:  Maximizing Driver Retention Through Commitment and Customer Service, with Ray Haight

Ray Haight has been a driver and owned a carrier, and now he’s the co-founder of the TCA inGauge program and serves as a retention coach at the Truckload Carriers Association. When he was with a carrier, Ray managed to take a driver turnover rate of 120% and bring that number down to below 20% in just two years. Now Ray specializes in consulting with carriers to help improve their own turnover numbers. On this episode of Recruit and Retain: Trucking Edition, Ray shares his strategies and secrets for better retention and lower turnover, and he talks about why turnover has surprising impact on your bottom line.

“The number one thing you can build a retention program around is commitment from the top (leadership).”

– Ray Haight

What you’ll learn about in this episode:

  • Why turnover should be considered a failure in communication and why commitment is the key to retention
  • Ray’s suggestions for business leaders who want to improve long-term driver retention in their companies
  • Why it’s important to be clear in your expectations and understand how your drivers define success
  • How many of the common principles of customer service can be converted into driver retention strategies
  • How exit interviews with drivers can clue you into systemic issues pushing your low retention
  • Learn about “Maslow’s Hierarchy of Needs” and how it relates to effective communication with drivers
  • How high driver turnover has dramatic and often overlooked effects on service costs and equipment value
  • Why low turnover has broad-reaching impact on your business success and profitability
  • Which key things Ray would focus on if he were starting a brand new business from the ground up
  • The TCA inGauge benchmarking program, how it was created, and how helps carriers better understand their business

Ways to contact Ray:

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