Drivers vs. technicians: How to bridge the communication divide
Key Highlights
- Communicating strange sounds or vibrations from the driver to the technician isn't an exact science
- Improving communication between drivers and technicians can lead to faster diagnostics and repairs and better driver retention
- Giving drivers better basic training on pre- and post-trip inspections as well as CVSA requirements can improve vehicle uptime and driver-technician interfacing
Someone famous, probably George Bernard Shaw or Oscar Wilde, once said, "The English and Americans are two peoples divided by a common language." Except for nationalities and few other changes, the story is nearly the same in many of our maintenance bays.
Truck drivers and maintenance technicians regularly face off over vehicle condition reports. While one side claims the work they write up is never completed, the other contends the descriptions are vague, incomplete, or even redundant.
For more on communication in the shop:
Take this obtuse complaint from a driver, for example: “Engine is missing.”
The technician in this real case had a sense of humor. He replied saying, “Engine found. It seemed to be running rough, so we did a tune-up.”
What you see on the surface isn't always the whole story. Mechanics can only respond to the clues they get. They rely on drivers to spell out the problem unless it's blindingly obvious.
The truth is many drivers don’t know much about what goes on between and below the frame rails. Entry-level training programs don't go deep into the inner workings of the truck. And fewer entry-level drivers are what we used to call ‘mechanically inclined.’ My neighbor's 17-year-old son once asked me how to check the oil level in his car. Apparently his "oil" light had come on.
I owed him that little favor because he repairs my computer.
We can also add the language barrier to the list of communication obstacles.
An understanding of English sufficient to pass proficiency tests might not be good enough in the shop. Many drivers would still be unfamiliar with industry vernacular and technical terms.
The drivers' role in maintenance
On-board diagnostics and telematics are great for bringing to light problems with the vastly computerized powertrain. Mechanical problems, not so much. It's no coincidence that most vehicle defects and violations discovered at roadside are mechanical in nature: contaminated brake linings and chaffed hoses, for example, or loose or worn steering components.
And what about those mysterious things trucks do while they are moving? That clunking sound from the front end as the steering wheel is pulled through a tight turn, for example. Or the vibration you can feel through the seat, but not the steering wheel? Drivers should report those occurrences, but they can be difficult to describe on a trip report in a way technicians can understand.
Opening communication channels
I was guilty of submitting overly detailed defect reports. I tried to provide all the clues I could to help the shop folks keep my truck in tip-top shape. My former shop foreman, Ian Calhoun (now retired) of Volume Tank Transport in Toronto, told me he appreciated the effort.
He had a more or less open-door policy — for some drivers. He kept the whiners outside, while welcoming those with an interest in the equipment. That was fair, I thought.
Another of my previous employers, a much larger fleet, had a closed-door policy. Drivers were not allowed in the shop. Period. Aside from the official DVIR, we had a separate "cry sheet" for repairs or defects that weren't safety related. Drivers often joked that those sheets went right into the round file. We'd use these forms to report things like poor-performing air conditioning or squeaky heater fans. They hardly ever got fixed.
Part of Calhoun's efforts toward improving vehicle maintenance were monthly updates on the kind of work the shop was doing and the repairs they were making. This meant drivers had some idea of what to keep an eye on.
He also issued technical bulletins to drivers on how to conduct trip inspections, using photos of the defects found by his team. These made the drivers' go/no-go decision less guesswork and more informed.
It was a significant undertaking in the day, given that almost everything was paper-based. Calhoun believed the initiative was worth the effort.
“By getting drivers more involved, you’re not only fostering a better understanding of how the regulations affect the maintenance decisions, but you’re also presenting an opportunity to improve the cost of maintaining the vehicle,” he told me at the time.
Driver buy-in
You'll never achieve 100% buy-in from your driver pool, but some enthusiastic participants will emerge. If their input is taken seriously, they can help spread the word and help clear up some driver myths and misunderstandings around vehicle condition and out-of-service matters.
Calhoun said tires were a bone of contention with many drivers. They were concerned about traction and being put out of service, but generally weren't aware of the minimum tread depth requirements. Once drivers got their primer on tires, including notes on treadwear patterns, the complaints about poor tires dried up. Drivers also began reporting unusual tread wear.
"A driver with a working knowledge of his equipment, its maintenance program, and the CVSA standards is a real asset to the company," Calhoun used to say.
Five ways to improve the shop/driver interface
- Use vehicle inspection bays or lanes and involve the drivers. Note their issues and use the opportunity to expand their understanding of the equipment.
- Designate a service writer on each shift to field driver complaints. Encourage them to ask probing questions to learn more about the problem. Does a noise occur only under certain conditions? Does the sound correlate to engine speed or wheel speed?
- Expand the DVIR platform for drivers to leave notes on matters not directly related to safety, such as noisy heater fans or squeaky brakes.
- Encourage constructive interaction between drivers and technicians where appropriate. It can be a learning opportunity for both.
- Reward drivers for turning in positive and constructive reports and take those concerns seriously where it's merited. Don't ignore drivers’ complaints. They may seem frivolous to you, but they are serious to the driver.
About the Author
Jim Park
Jim Park is an award-winning journalist who has covered the trucking industry since 1998. Prior to that, he racked up 2 million miles as a driver and owner-operator pulling tank trailers over-the-road. He continues to maintain his CLD.
Jim's previous driving experience brings a real-world perspective to his work. Jim's strong suits are equipment and technical matters, emerging technology, vehicle spec'ing, safety, and driver issues. He has hosted an overnight radio show for truckers, produced many technical and training videos, and has published three research papers on driver fatigue and the driver shortage. He has earned 9 Jesse H. Neal awards, including “Best Range of Work by a Single Author” in 2020.