Steering Clear of Trouble: 6 Mistakes Every Dispatcher Should Avoid
Being a dispatcher is one of the most critical roles in logistics. You’re the bridge between the customer and the driver, ensuring the everything runs smoothly. But in such a fast-paced environment, it’s easy to fall into habits that can derail operations. Whether you’re new to dispatching or have years of experience, avoiding these six common mistakes can help you run a tighter, more efficient operation and avoid costly headaches.
1. Not Communicating Expectations with Drivers
One of the dispatcher’s primary responsibilities is to serve as the translator between customer expectations and driver execution. You can’t just hand over a location and a pick-up number and expect things to go smoothly all on their own. While experienced drivers know the basics, taking the extra step to confirm expectations ensures there’s no room for miscommunication. Providing additional context, such as special delivery instructions, specific customer preferences, or even potential challenges they might face, can make all the difference in avoiding issues down the road. Clear, proactive communication sets everyone up for success.
2. Not Listening to Drivers
Drivers are your eyes and ears on the ground. They know the road conditions, timeframes, and potential obstacles better than anyone else. If a driver tells you that a timeframe isn’t realistic due to traffic or weather, listen to them. Push back when necessary with customers, using your driver’s insight to set proper expectations. Your role is to manage both drivers and customers, holding each accountable. Ignoring driver input won’t just lead to mistakes; it can damage trust, risk safety, and put unnecessary strain on operations.
3. Not Being Proactive with Paperwork
Dealing with the same paperwork problems repeatedly is bound to cause frustration. Whether it’s lost documents or missing customs details, failing to address the root cause of these issues will cost you time and money in the long run. For example, if a driver consistently loses paperwork, implement a process where they send a photo of the documents while still at the receiver. If a customer frequently forgets to provide critical customs information, consider offering a quick education session—or, in worst-case scenarios, start charging for the additional time spent correcting the issue. Paperwork is the legal trail of a shipment, everyone should be working to ensure it is properly handled.
4. Misleading or Lying to Stakeholders
Whether intentional or accidental, misleading drivers, customers, or shippers is a quick way to lose trust and create chaos. Dispatchers sometimes try to bend the truth to avoid uncomfortable conversations, but this strategy almost always backfires. Don’t promise customers a delivery time you can’t meet, and don’t downplay shipment requirements to your drivers. Instead, confirm all the details—driver hours, truck tracking, shipper open/close times, customs paperwork, and any special delivery needs. The extra effort upfront prevents larger problems down the road.
5. Relying on Best-Case Scenarios
One of the worst mistakes a dispatcher can make is to assume everything will go exactly according to plan. Instead, plan for the unexpected—traffic delays, breakdowns, paperwork issues—and build those buffers into your quotes and schedules. Overpromising on delivery times or rates, then underdelivering due to unforeseen issues, leaves everyone frustrated. Set realistic expectations from the start, and your ability to overdeliver will build trust and keep operations moving smoothly.
6. Not Asking for Help When Something Goes Wrong
When things go sideways, your first instinct might be to try and fix it yourself, but that’s a dangerous mistake. The sooner you alert everyone involved, the sooner they can assist in finding a solution. If a truck is delayed and the customer needs to adjust their production schedule or redirect the shipment, telling them early allows for changes and mitigation. Waiting until it’s too late to notify the team can turn a manageable issue into a crisis. Uncomfortable conversations are part of the job—address them early to avoid bigger problems later on.
Dispatching is a challenging but rewarding role that requires sharp communication, problem-solving, and the ability to think on your feet. By staying proactive, fostering trust with both drivers and customers, and being open to learning from mistakes, you can avoid common pitfalls that lead to stress and inefficiency. Remember, it's not just about managing the day-to-day—it's about building lasting relationships that keep operations running smoothly, no matter what the road ahead looks like.
