Road Assist: I Love You!

We often talk of building a relationship with dispatch, but not so much about relationships with other support staff. I got quite a surprise recently from my Road Assist rep.

I've been having trouble with my roll stability and traction control. Twice the terminal mechanics couldn't fix it but thought they did. Then i spoke to the FL rep who told me to bring it to the dealer Immediately. I walked to the Road Assist department to ask permission to go. But I had never met my rep face to face.

He punched my truck number into his computer then swung his chair to me "I LOVE you! You never bother me with stupid stuff". When I told him about my issue he happily posted a work order for me to go on my way.

I was curious as to how people bother him with stupid stuff when he is considered an emergency roadside assistance type of guy. Accidents. Blowouts, break downs. It turns out that many drivers will call him about broken QC speakers, radios not working, in cab lights or outlets not working, etc. That is all stuff I get done when I'm in the terminal...without needing to distract him from emergency issues. I do sometimes send messages about things I find wrong just to document it, but it's more of " having traction issue heading to terminal" than a conversation.

He then said "You take really good care of the truck and do you pretrips. Thats one of the reasons why you don't break down like others." He had a list of the various trailers I had picked up and taken for repairs, as well as the issues I fixed on my truck.

I realized at that point, I had someone in my corner if ever the need arose. When I first started, he did answer some important questions for me and helped calm me after an accident. Great guy. But he's a great guy who knows I do my job....and I didn't realize it until now. If I have an issue, I know he will take it seriously cause I never cried wolf with stupid stuff.

Also, he pointed out that drivers who call constantly only delay him from getting them the road side assistance they need. He can't call to get your tire fixed if you won't let him get off the phone.

Just thought I'd point out some under appreciated support staff who help keep us rollin, and how to help them help us.

We often talk of building a relationship with dispatch, but not so much about relationships with other support staff. I got quite a surprise recently from my Road Assist rep.

I've been having trouble with my roll stability and traction control. Twice the terminal mechanics couldn't fix it but thought they did. Then i spoke to the FL rep who told me to bring it to the dealer Immediately. I walked to the Road Assist department to ask permission to go. But I had never met my rep face to face.

He punched my truck number into his computer then swung his chair to me "I LOVE you! You never bother me with stupid stuff". When I told him about my issue he happily posted a work order for me to go on my way.

I was curious as to how people bother him with stupid stuff when he is considered an emergency roadside assistance type of guy. Accidents. Blowouts, break downs. It turns out that many drivers will call him about broken QC speakers, radios not working, in cab lights or outlets not working, etc. That is all stuff I get done when I'm in the terminal...without needing to distract him from emergency issues. I do sometimes send messages about things I find wrong just to document it, but it's more of " having traction issue heading to terminal" than a conversation.

He then said "You take really good care of the truck and do you pretrips. Thats one of the reasons why you don't break down like others." He had a list of the various trailers I had picked up and taken for repairs, as well as the issues I fixed on my truck.

I realized at that point, I had someone in my corner if ever the need arose. When I first started, he did answer some important questions for me and helped calm me after an accident. Great guy. But he's a great guy who knows I do my job....and I didn't realize it until now. If I have an issue, I know he will take it seriously cause I never cried wolf with stupid stuff.

Also, he pointed out that drivers who call constantly only delay him from getting them the road side assistance they need. He can't call to get your tire fixed if you won't let him get off the phone.

Just thought I'd point out some under appreciated support staff who help keep us rollin, and how to help them help us.

I am not road assist here but we all love ya too Rainy. LEGENDARY GRATZ on your Moderator promotion on here. Thanks so much for your continuing service on here. That promotion was well earned on your part. Also is that you in your new profile photo on here? If so that a great picture of ya on here.

Yeah I think I am probably one of those that get on there nerves, especially as of late. I'll contact them for the most minor of issues that I probably shouldn't do. I sent them messages about a tiny crack in the windshield, a dashlight, and other tiny issues.

It sounds like you may have an option of contacting more than one department within the shop. They may have a 'road assist' department that only handles breakdowns and safety issues that require immediate attention, and they may have another general department you can send general questions to, like about dash lights being out or something that's doesn't require immediate attention. I'm not really sure how it's structured there. But there should be someone you can contact with simple, general questions about things like replaces fuses and such.

I call the tractor or trailer repair shops for minor questions and make appointments myself.

They are always eager to answer, and if you don't like the answer, you can call a shop in another terminal for a second opinion lol

I guess what I should have said was to ask your company's preferred method of handling things in an attempt to make your contact's life easier. It goes a long way ;)