Every agent knows freight doesn’t always go as planned. Trucks break down, pickups get missed, and delays stack up faster than updates from the driver. Experienced brokers know it isn’t always about avoiding problems- it’s about how you handle them when they land in your lap.
This isn’t a checklist for rookie brokers. It’s a look at how the best agents keep their relationships strong when a promise is on the line.
- Take Control of the Narrative
The worst thing you can do is let your shipper hear about a problem from someone else or experience the fallout first. The best agents do not wait for calls, they make them. Being proactive signals leadership and shows you have a handle on the situation.
- No Spin
Shippers have heard every excuse in the book. What earns respect is cutting the fluff and giving them facts, fast. Honesty under pressure builds long-term trust, even when the news is not what they want to hear.
- Deliver Solutions, Not Problems
Anyone can say “the truck fell through.” The best agents show up with a plan, a backup option, or at least a clear path forward. It is not about perfection. It is about proving you are relentless when things go sideways.
- Protect Their Reputation Like It Is Your Own
Every missed promise has a ripple effect. A shipper’s reputation is on the line with their customer, and they need a partner who treats that like their own name is on the paperwork. Great brokers do more than chase trucks. They protect relationships.
- Keep Them in the Loop Until It Is Over
Top-tier communication does not end with the first call. Updates, even “no new update yet,” prove you are on it. Silence kills trust. Persistence builds it back, even after a rough day.
Bottom Line
Anyone can move freight when it is easy. The best agents prove their value when it is not. Handling problems like a pro is not about knowing what to do. It is about doing it with consistency, urgency, and respect for your shipper’s business. That is how you keep promises that circumstances tried to break.
