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Fleet Excellence – Driver Recruiting & Retention
This webcast will cover ...
• NPTC Benchmark Data and an
Overview of the Hiring Process,
• Recruiting & Retention Strategies,
• The CARQUEST Experience, and
• Question & Answer
Moderator
Dr. Gary Petty, President & CEO, NPTC
Panelists
Tom Moore, CTP, Vice President of Education,
NPTC
Tom Bray, Editor – Transportation Management,
J. J. Keller & Associates, Inc.
Mike Pughes, CTP, Corporate Director of Traffic &
Logistics, CARQUEST
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Dr. Gary Petty
President & CEO
National Private Truck Council
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Disclaimers and Housekeeping
• The content in this webcast is intended for information
purposes only and should not be construed as providing
legal advice.
• We welcome your specific questions but reserve the right
to modify the questions to make them applicable to a general
audience.
• Housekeeping issues:
Gary Petty
National Private
Truck Council
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Tom Moore, CTP
Vice President of Education
National Private Truck Council
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The Shrinking Driver Pool
• The Aging Workforce
• CSA and Other Regulations
• Nature of the Job
 Image
 Pay
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Tom Moore
National Private
Truck Council
How Hiring Can Drive the
Business
• Hiring effectiveness enables or impacts:
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Growth
Customer service
Safety
Efficiency
Tom Moore
National Private
Truck Council
And yet hiring is often one of the most unmeasured,
administrative-intensive, and inconsistent areas for
trucking companies
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Driver Turnover Improves
Tom Moore
National Private
Truck Council
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Events That Trigger Turnover
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Drivers quit supervisors, not companies
Tom Moore
Not showing appreciation for drivers
National Private
Not listening to and acting on driver concerns
Truck Council
Being dishonest or misleading toward drivers
Failing to help drivers maximize income
Making the drivers job more difficult through odd requests
Equipment failure
Failure to notice or failure to act when a driver is upset
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Building a Culture of Retention
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Hiring
Orientation
Compensation
Recognition
Communication
Walking the talk
Equipment
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Tom Moore
National Private
Truck Council
Driver Compensation Keeps
Climbing
Tom Moore
National Private
Truck Council
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Driver Benefits
Tom Moore
National Private
Truck Council
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Most Fleets Pay Incentives
Tom Moore
National Private
Truck Council
Average = 5.4%
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Incentive Components
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National Private
Truck Council
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Driver Wellness Components
Tom Moore
National Private
Truck Council
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Recruiting and Retention
Process
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Organizational Performance
Job Profile
Candidate Assessment
Orientation
Creating a Driver Friendly Culture
Coaching and training
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National Private
Truck Council
Driver Competencies
General Job-Related
• Why do you consider yourself a professional driver?
Tom Moore
• What do you like most about a professional
National Private
driver’s job?
Truck Council
• What do you like least about a professional
driver’s job?
• What are your job goals?
• How do you feel our company can help you reach those goals?
• What would you expect of any supervisor to whom you report?
• How much time have your past jobs required you to spend away
from home? How have you reacted to this? Give examples.
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Driver Competencies
Coping
• Tell me about a time where you had to communicate with a
customer or dispatch under difficult circumstances.
Tom Moore
National Private
• Dealing with customers can sometimes be stressful. Tell me
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about a high stress situation when it was necessary for you to
keep a positive attitude. What happened?
• Sometimes driving a truck can be really stressful. Tell me about a time
when things just weren’t going well and you had to meet a tight deadline
without the help you needed. What happened and what did you do?
• Give me an example of a time when delivery instructions were clear, but
when you arrived, you had to completely change your plans to meet the
needs of the situation. What did you do?
• In this business, it’s sometimes hard to manage your personal life and work
life. What have you done in the past to make sure that both work and
personal needs are met?
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Driver Competencies Tolerance
of Ambiguity
• In this business, it can be difficult not knowing what your
schedule will be. What have you done in the past to deal
Tom Moore
National Private
with this situation?
Truck Council
• What is the most difficult or frustrating part of change for
you? How do you cope with it?
• Tell me about a time when you made a delivery where the customer
really didn’t have it together, but you had tight deadlines to meet. How
did you handle the situation? What did you do?
• Describe a time in your life when you were proud of your ability to
postpone your comments until you had all the facts necessary for a
good response to a situation.
• Sometimes it is tempting to jump to conclusions. Tell me about a
situation when you took the time to get the facts before acting.
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Driver Competencies
System/Process Orientation
• We know that policies and procedures are necessary
for efficiency. Tell me about a time when you had to
Tom Moore
National Private
work under a policy or procedure you did not agree
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with. What did you do?
• Give me an example where your knowledge of state and
federal laws and regulations really paid off. Be specific.
• Many procedures and/or tasks have well-established, standard
methods to help you do the job. Give me an example when you
felt you did not have to follow procedures. How did it turn out?
• Tell me about a time where your knowledge of the job saved
time and money.
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Driver Competencies
Alertness
• Describe a situation on the highway where quick
thinking and being alert prevented an accident.
Tom Moore
National Private
• Tell me about a time when your alertness helped you
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avoid a significant mistake.
• Tell me about a time when things seemed to be going along just
fine, but you noticed something that could have caused a safety
problem.
• Describe a situation where you noticed a co-worker do
something that, in your opinion, was unsafe. What actions, if
any did you take?
• Tell me about a time when you did not notice something
important. What happened? What did you learn from that
experience?
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Driver Competencies
Commitment to Task
• Tell me about a time when you were unable to meet
a deadline. What things did you fail to do? What
Tom Moore
National Private
happened? What did you learn?
Truck Council
• Tell me about a time when you had to go the extra mile in order
to meet a customer or company need. What did you do?
• Tell me about your experience in dealing with routine work.
What do you have to do in order to concentrate on the details of
the job?
• Tell me about a time when you were really frustrated, but had a
job that had to be done. What did you do to get it done?
• Driving a truck requires long hours and hard work. Think
about a particularly long, hard day you had. What did you
do to keep going? Be specific.
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Driver Competencies
Organization and Planning
• This job is very demanding. Tell me about a time
when you had a lot to do and little time to do it. How
Tom Moore
National Private
did you handle the situation? What did you do?
Truck Council
• In your present job, how do you plan and organize your
workday? Describe a typical day on the job.
• Think of a time when something didn’t go right because you
weren’t organized. What caused the problems? What could you
have done differently?
• Tell me what you do to organize yourself when you have a lot of
details to take care of.
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Driver Competencies
Team Orientation
• Tell me about a time when you were able to
personally support a group goal. What did you do?
Tom Moore
National Private
• Tell me about a time when you had to put your
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needs aside in order to meet the needs of others
on the job.
• Tell me about a time when you were able to keep an open mind
when you did not agree with company plans.
• Teams sometimes go through tough times and it’s sometimes
hard to keep motivation up. Tell me about a time when you had
to help keep a team going and help build morale. What did you
do?
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Tom Bray
Editor, Transportation Management
J. J. Keller & Associates, Inc.
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Recruiting—Building Your
Sales Pitch
• Recruiting efforts are essentially a sales pitch for
your company
• Ask questions to arrive at your sales pitch
 What do you have to offer?
 What makes you unique?
 Why should I come to work for you?
• Play to your strengths
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Tom Bray
J. J. Keller &
Associates, Inc.
Recruiting Sources
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Older drivers
Women drivers
Foreign-born drivers
Former military drivers
Driver referrals
Temporary workers
Leased drivers
Owner operators
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Tom Bray
J. J. Keller &
Associates, Inc.
Recruiting Resources
Short-Term
Long-Term
Both
Advertising
• Radio
• Newspaper
• Billboards
• Truck stops
Trucker Buddy program
Job boards
Candidate relationship
management
• Create applicant
database
• Direct mail program
Employment agencies
Intern programs
Working environment
• Pay
• Benefits
• Equipment
Companies who have
gone out of business
Competitors
Career fair
1-800 hiring number
Target specific areas
Training employees
Starting your own driver
school
Work with local agencies
and groups
Building your brand/PR,
etc.
Driver cloning???
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Your company’s website
Employee referrals
Signing bonus
Driver schools
Other industries
• Construction
• Retail
Government job service
programs
Tom Bray
J. J. Keller &
Associates, Inc.
Interviewing
• Teach the basics – avoid discrimination
• Watch the small talk
• Follow the 80/20 rule of candidate to interviewer
talk time
• Be consistent – consider scripting all questions
• Should be centered on job requirements
• Be careful about bias
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J. J. Keller &
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Driver Testing
• Types of testing
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Ability – road test, functional capacity testing
Aptitude – IQ testing
Knowledge/Skills – simulator testing, mock CDL written test
Personality
Tom Bray
J. J. Keller &
Associates, Inc.
• Ensuring success
 Benchmark best and worst drivers
 Do not use tests as replacement for another element in your
candidate review and screening
 Try a number of tests and pick the most reliable and easy to use
 Make sure all test questions are relevant
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Emotional Intelligence
• Emotional intelligence impacts:
 Sales
 Customer service
 Driver retention
• Incorporating emotional intelligence in your fleet:
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Identify key positions (hint: driver managers, drivers)
Identify key EI competencies for those jobs
Incorporate assessment tools in recruiting process
Train driver managers and drivers
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J. J. Keller &
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Orientation Training
• Send a “Welcome” letter
• Prepare the driver manager by copying them on
correspondence
• Make the new hire feel welcome
• Assign a mentor
• Give a brief company overview
• Train on need-to-know topics
• Keep it fun!
• Split it up if necessary--don’t try to do it all in one day
• Prepare equipment
• Make orientation a continuous improvement project
• Provide contact(s) for questions
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Surveys
• Have a goal in mind
• Be clear about your intentions
• Assure drivers that survey responses will remain
anonymous
• Watch the language used in your surveys
• Allow drivers to complete surveys on company time
• Follow up
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Employee Assistance Programs
• What to look for in an EAP:
 24-hour crisis telephone line
 Confidential assessment, counseling and recordkeeping
services delivered by licensed, professional counselors
 Referral support, tracking, and follow-up
 Emergency intervention
 Substance abuse expertise
 Dependent and domestic partner coverage
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Creating a Family-Friendly
Atmosphere
• Ride-along programs (aka bring your child to
Tom Bray
work day)
J. J. Keller &
• Tournaments and other family events
Associates, Inc.
• A newsletter for the whole family with sections for kids and
spouses
• Posting family announcements in the newsletter and around the
terminal
• Email/phone access in the cab for business and personal use
• A stated commitment to home time and miles
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Exit Interviews
• The focus of an exit interview should not be
retaining the interviewee
• Find the problem if there is one
• Keys to a good exit interview:
Tom Bray
J. J. Keller &
Associates, Inc.
 Begin with the phrase “anything said during this discussion will not
be held against you.”
 Use a neutral third party as the interviewer
 Keep it conversational
 Do not take notes in front of the driver
 When you document the interview be brutally honest
 Interview all drivers who give notice
 Compile data from several interviews and act on trends
 Be nice!
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Mike Pughes, CTP
Corporate Director of Traffic & Logistics
CARQUEST
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CARQUEST
Fleet Operations
• Fleet consists of :
 151 power units, 161 trailers, 130 straight trucks
 415 drivers
Mike Pughes
CARQUEST
• CARQUEST covers all 50 states and Eastern Canada, operating
3,000+ Auto Parts Stores served by 35 Distribution Centers.
• CARQUEST delivers to stores at night to ensure next day
delivery!
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The Numbers
• Retention
 2010 Annualized Retention: 80%
 2009 Retention: 84%
 2008 Retention: 79%
• Average Tenure: 10 years
• Average Age: Mid 40’s
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Mike Pughes
CARQUEST
CARQUEST Driver
Candidate Profile
• Driver Attributes
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Professionalism
Courtesy
Honesty
Character
Safety Focus
• Job Requirements
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High School Diploma
Class A CDL with Hazmat
Doubles Endorsement
Prefer 1- 3 Years Experience, but willing to train
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Mike Pughes
CARQUEST
CARQUEST
Compensation and Benefits
• Competitive Pay $45,000 - $55,000 annual earnings
• Safety Bonus Program
Mike Pughes
CARQUEST
 Two tiered program recognizing longevity in safe driving
quarterly and miles traveled safely in ¼ Million Mile increments.
• Benefits Include
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Paid Vacation
401k
Medical, Dental and Vision
Tuition Reimbursement
Affinity Programs (discounts)
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CARQUEST
Recruitment Methods
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Internal Programs
Referrals
Local Truck Driving School Partnerships
Local Colleges and Community Colleges
Solicit applicants with recent military service
Temporary to Permanent Agreements
Advertisements
 Job search websites
 Unemployment Offices (tax credit opportunities)
 Local Publications
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Mike Pughes
CARQUEST
CARQUEST
Driver Retention Strategies
• Employee ownership
Mike Pughes
• Bring driver home daily
• Quality, safe equipment spec’d with driver comfort and safety CARQUEST
in mind—involve the driver in specifying and testing
• Survey driver opinions on customer service, job responsibilities, view
of the company, and ideas to improve the business
• Regular driver meetings to conduct training, discuss the industry and
the company
• Growth potential in class of equipment operated and route selection
• Continuing educational opportunities
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Professional to larger class vehicles and licenses
Safety opportunities
Laws and regulations for freight haulers
Online classes and instructor-led classes
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Question & Answer
Gary Petty
National Private
Truck Council
Tom Moore
National Private
Truck Council
Tom Bray
J. J. Keller &
Associates, Inc.
Please submit questions to “Q&A”
using the Q&A tool
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Mike Pughes
CARQUEST
Closing Remarks
• Checkout the archive of past topics at:
http://www.jjkeller.com/nptcinfo
 PowerPoint slides up in 1-2 days
 Recording up in 1 week
• Possible topics for 2011:
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Fleet Excellence: Building Bench Strength
CSA : Managing By The Numbers
Driver Incentives
Driver Coaching & Discipline
Managing Blended Fleet Operations
Driver Wellness, Sleep Apnea and Worker's Comp
The EOBR Rule and Elogs
Smartway
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Gary Petty
National Private
Truck Council