TRUCK BUDS DRIVER'S INTRODUCTION MANUAL

Transcription

1 TRUCK BUDS DRIVER'S INTRODUCTION MANUAL Welcome to the Truck Buds platform. We are a family owned and operated company, that truly grows new roots every time a new driver signs up. Truck Buds is owned and operated by many different families across America. We are NOT a corporation, we are NOT publicly traded and there are no suit and ties here! It doesn't matter if you're with us for just a few months and just passing through or you end up staying with us for years, you are now apart of the family! So Welcome! Our Values Are Simple We are a Yes, Ma'am and Yes, Sir business, we are smiling through the hard times and through the good. No matter what, we are only as good as our word! At the core all we are is a pick up and delivery services for every day items. The Difference is Simple: When we say we will be there at a certain time, we are there 5 minutes early. We bring the right tools for the job, we have agreed to do. We take great care of every product regardless if it is new or used. We take care of all property, floors and walls when moving items. We have work ethic, we hustle, we work with a purpose, but take the time to do it right. TRUCKBUDS.COM

2 Quick Start Guide Getting Paid There are 3 different ways you will get paid for completing a job. 1. The customer pays you cash at the end of the job. (This is the most likely scenario) 2. The customer pays you via the app called cash app 3. Truck Buds pays you directly, also through the app called cash app No matter the form of payment, you will be paid at the end of every transaction. Download the Cash App You probably already figured out that you need the cash app, this is the only way Truck Buds receives payments from you the driver. Remember all transactions are based off of an 80/20 split. After each transaction, you will cash app Truck Buds 20% of the total, within 24 hours. Our Cash App handle is $truckbuds The total you send doesn't include tip, that is yours if it happens. * NEVER ASK FOR A TIP! If the customer ever reports that this happened, it will be the last day you work for Truck Buds. Getting & Receiving Orders Currently The Truck Buds App is only for customer interactions. You will get text notifications directly to your phone about orders in your area. The initial text will give you the details you need to make a decision if you want the order or not. The text will include date, time, distance, both addresses, what the item(s) will be as well as how much it pays. You have 2 minutes to respond! Simply Answer with YES or NO Some orders we may be struggling to find a driver. If the text has came through and you missed it, feel free to ask if it is still available. Some orders will be ASAP, we will send out a text blast to all drivers in the area on ASAP orders, first to respond gets it. If you say yes, to an ASAP order remember it means Right NOW! Not in 15 minutes, Not in an hour... it is RIGHT NOW! If you can't leave immediately, then don't say Yes. If a driver ever attempts to reschedule an order with a customer and is caught doing so, it will be the last order a driver receives. This is a common sense, stress free company! By design we created this company to help drivers like yourself earn extra money in your spare time. We only ask that if you say your going to do an order, be punctual, bring blankets, all tools needed and remember the company doesn't exist without the customer, treat them with the respect that they deserve.

3 Tools / Equipment in Your Vehicle Simple tools and padding should always remain in your vehicle if your considering taking an order! Appliance Dolly Blankets Tie down straps, ratchets, rope, etc. Shrink Wrap ( your best friend) A furniture dolly should be in your arsenal, but not required. However, if you re going to accept an order that requires them, you need have to have them. We don t do any order by brute strength or by any other

4 Receiving and Accepting Orders Order possibilities will come to you via text messages as a summary of the work including: date, time, item(s) to be picked up, the distance and estimated amount to be made. Unless otherwise stated, all orders coming to you will be within a 10 miles radius of your home address. (Either the pick up or drop off location) 2 Minute Response Rate When you receive an order summary you have 2 minutes to respond, before the order is pushed To the next Truck Bud. You may still respond after 2 minutes, but the order may be spoken for. Remember you can say No to any order and you do not need to justify why you don't want it. We only want you taking orders that you know you can perform and will be on time for. Remember we do not require that you say Yes or No when these orders come in, but Your dispatcher is trying to confirm a driver as quick as possible. If you continue a pattern No communication, you will start seeing a drop-off in offers. After Saying YES You will receive the final text with the complete Information you will need to reach out to your Customer. You will need to contact the customer immediately. No matter if the order is ASAP, later that day, the Following day or a week out. You Must Contact The Customer Immediately Then let dispatch know as soon as you have reached out and As soon as they have responded.

5 How to Interact With Your Customer Once you agree to an order please make sure you follow these steps every time. 1. Text the customer immediately. Regardless if the order is later that day, the next day or even a week out. (*if a wrong number was given or you think was given, report to your dispatch immediately) 2. Always start out with a formal introduction and never use short hand. Example: Hello Jane, This is Paul Welch with Truck Buds. I will be your driver tomorrow at 4pm. If you have any questions before then, please feel free to ask. Otherwise I will see you at the pickup location at 4pm and text you before hand when I am on my way. Unless it is an asap order, always send a second text, let them know you are on your way. We charge by the minute for our services so always let your customer know your start time. If the customer isn t present then make sure you text them you re start time. We take pride in being a punctual company and you should too. We recommend being at the pick up location 5 minutes early. If you are going to be 15 minutes or less late, you must text the customer well in advance. ( please remember in many scenarios, our customer is buying something from a complete stranger. If you re even running 1 minute late, you re leaving them in a very awkward situation.) If you are going to be more than 15 minutes late, you are required to text or call the person that dispatched the order to you. I will be up to dispatch if you can continue on with the order or if they decide to send another driver. If you are going to be more than 15 minutes late, you are required to text or call the person that dispatched the order to you. I will be up to dispatch if you can continue on with the order or if they decide to send another driver.

6 The loading process and unloading process Upon arrival. Regardless, if our customer is there or not at the pick up location. Make sure you introduce yourself to the other location. It does not matter if it is a retail location ( which is an awesome opportunity to grow the business) or at another residence. Make sure before coming into a home or business you re not assuming anything. Same for the delivery location. Reminder 100% of all damages so far, have been during the removal process or placing the item Be sure to walk in and assess everything and take account of the situation Things to look for and Must Do's All obstacles to remove / place the customers item(s) Any breakables that could get bumped / broken Business and Store policies Take 4 photos all the way around the item(s) you re moving. Inspect the items carefully, looking for scratches, dents, dings, missing pieces...anything that you may get blamed for damaging. Take photos for marketing with the items in your truck, while loading if possible any shot that will look good for social media. Take photos of the finished job, make sure to get photos so we can compare the items before and after the move in case of a fraudulent damage claim. Protect Yourself! Protect the Company At All Times! Residential locations: Remember other cultures, family values and practices may be different than yours. Best example: You may need to take your shoes off! Be ready for a disconnect! Just as important! When you are working under the Truck Buds name remember your personal thoughts and feelings do not and are not to be expressed. We have many different customers of all races, religions, gender, political beliefs and opinions. Regardless of a customers voice, signage or a reflection on values common or uncommon, they are not to be discussed! NO MATTER HOW STRONG YOUR FEELINGS ARE!

7 Damages: How to handle them Once again ( 100% of all damages have come from the removal process or the placement process) If any ANY damage have occurred no matter how minor, report it to dispatch before the customer every time. If our claims department is caught off guard, we will side with the customer every time. In the case of a damaged item, simply apologize and direct them to call in to our corporate number at (800) Make no promises of payment, reimbursement or replacement. We need time to review the order, the photos you have taken, find the true value of the item damaged and make sure we are protecting the company, all while delivering great customer service and insuring we handle the claim properly. Wrapping Up Your Order Inform the customer of your stop time and total amount due. We currently have two preferred payment options, which is cash and through the cash app. If the customer must pay using their credit card, please instruct them to call into (800) for processing. Getting a 5 Star Review After the transaction action is complete and only if you know you have delivered a 5 star performance. Ask for a review on Facebook, Yelp or Google. These reviews are extremely important and must be 5 stars. If you are not sure of your performance and you ask for a review and we receive less than 5 stars, in most situations this will terminate you from our platform. Sorry! That may seem a little drastic, but if you are not able to determine the standards you delivered and you're asking for an undeserved review. Then you just don't have the customer service or people skills we are looking for. Note! We only have 5 Star Reviews! So, you can understand why this is so important to us! Lastly we need your support and help getting the word out about our service and platform. Be sure to like us on Facebook and ask your friends and family to do so as well. Here is the link Welcome to the Truck Buds Family!