Feedback is Important to us!

Written by Mesilla Valley Transportation

Sep 16, 2019

09/16/2019

 

 

One thing Mesilla Valley Transportation takes pride in, is caring. We care about our customers, our employees, and most importantly, our drivers. One of the many ways we like to show them we care, is by our unique Callback System. Once a driver completes orientation, we don’t just forget about them and send them on the road. We don’t stop caring! Instead, we call them once a week for a whole month straight and ask them how they are doing, what they like, and what they don’t. Pretty cool right? These callback reports measure what we can do to help our drivers have the best experience at MVT, as well as what we can do to improve as a company.

Our recruiting team inventively created a short survey to find out how everything’s going for our new drivers. Yes, our recruiters ask them questions, but we don’t want them to feel limited to only answering the questions that are asked. That phone call is for the drivers to say anything they want. So, if you have a question about anything, and I mean ANYTHING, our recruiters are here to give you an answer. Also, the feedback we receive holds people accountable. We want to know if our recruiters and dispatchers are answering our drivers’ calls and any questions they may have. So, if they aren’t, we’ll find out, trust me.

We created this system for a couple of reasons. One reason is building our drivers comfort level with us. We want our drivers to feel comfortable enough to tell us any and everything. We want to hear the good, the bad, and the ugly, so we can take the necessary steps to solve their problems. Another reason is to hold people accountable for how they treat our drivers. Ultimately, our drivers are the backbone of this company, so why would we treat them badly? At MVT, we are family, so we treat our drivers with integrity and respect. It’s the MVT way.

Since MVT is constantly growing, it can be tough to hear everyone’s problems. This is why conducting surveys are super important. They are one of the most efficient ways to gather information, especially for a large business like MVT. They give people the opportunity to voice their opinions and issues, without being judged or frowned upon. We encourage our employees to be honest, so we work to create an environment where everyone feels comfortable to express themselves. Like I said before, it’s the MVT way!

This callback system has been in effect for about two years now, and it’s been pretty successful.  According to the results, more than 85 percent of our new drivers are satisfied with nearly everything. Thankfully, we’ve received mostly positive feedback. Of course, we’ve received negative feedback as well, but what company hasn’t? Negative feedback helps us figure out what we can do as a company, to improve and grow. According to one of our new truck drivers, Cameron Vandyke, these surveys are necessary. He finds it helpful and motivating that recruiters take the time out to check on how new drivers are doing. “I feel like they care when they call.” Essentially, this framework is a tool we use to learn if we are meeting our drivers’ expectations. We aim to make them feel happy and honored to be a part of the MVT family because Afterall, (all together now) it’s the MVT way!

This method helps us solve any issues that may arise in a timely manner. If a recruiter detects a problem with a driver, our operations team tries to resolve the issue within 30 minutes. Yes, 30 minutes! BUT WAIT, there’s more. Every survey that’s given to a driver, is sent directly to MVT’s General Manager, Bumper Jones. Along with other managers. So, if a driver has an issue with something, our managers know about it in a matter of seconds. That way, they can work together to resolve any issue. Oh, how technology has evolved.

In the future, we plan to create a survey for our long-term drivers. We want to find out how they feel, along with our new drivers. Overall, everyone who works for Mesilla Valley Transportation is a member of a growing family, and we want to make sure our family members feel great about working for MVT!

 

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