By the end of this lesson you can
- Build a trip plan with fuel, parking and appointment times
- Run a check-call routine brokers trust
- Handle the most common problem loads
Start here
The simple version
Think of it like this: Planning a trip is like planning a road trip with your family: where to stop for gas, where to sleep, and what time you need to get there.
- Give the driver one clear message with every detail of the load.
- Plan stops for fuel, rest and parking.
- Tell the broker how the trip is going, and tell them right away if something goes wrong.
- Book the next load before this one is delivered.
Words to know
- Check call
- A quick update to the broker about where the truck is.
- ETA
- Estimated time of arrival: when the truck should get there.
- Appointment
- A set time when the truck must arrive.
- Breakdown
- When the truck stops working on the road.
Got the idea? The full lesson below goes step by step, with real examples, practice and checklists.
The load sheet
Send the driver one clear message for every load, so they never have to dig through emails:
- Load and reference numbers (pickup number, PO, BOL number).
- Shipper and receiver names, addresses, hours and phone numbers, with appointment times.
- Commodity, weight, pieces, temperature or securement requirements.
- Broker contact for the load and how they want updates.
- Detention and lumper instructions from the rate con.
- Route notes: truck-legal routing, low clearances you know of, fuel and parking stops.
Check calls and tracking
Brokers have to keep their shippers updated, and many require tracking apps. A dispatcher who updates brokers before they ask gets offered more loads.
- Update the broker at arrival at pickup, when loaded, at least daily in transit, at arrival at delivery and when empty.
- Tell the broker about any delay as soon as you know, with a new ETA.
- Don't ask a driver to call or text while driving. Plan updates at stops.
- Log every update in the load file with the time.
Handling problem loads
| Problem | First steps |
|---|---|
| Running late | Tell the broker now with a new ETA and the reason. Ask whether the receiver can move the appointment. |
| Breakdown | Driver safety first. Tell the broker, arrange repair or roadside help, and agree whether the load needs a recovery truck. |
| Load not ready at the shipper | Notify the broker, start the detention clock, and ask for layover terms if it runs into the next day. |
| Shortage or damage | Driver notes it on the BOL before signing and takes photos. Tell the broker immediately. |
| Refused or rejected load | Get the reason in writing, call the broker for instructions, and don't leave the freight without them. |
| Load canceled after dispatch | Request TONU in writing right away. |
THC's roadside assistance and mobile mechanics directory can help find help on the road.
Planning the week
The best dispatchers book the next load before the current one delivers. On Monday, sketch the whole week for each truck: where it should be Friday, when the driver needs home time, and roughly how the cycle hours will be used. Then fill the plan load by load and adjust as the market moves.
Practice scenario
Breakdown on a loaded run
Your driver calls at 3 PM: the truck lost power on the interstate, they're safely on the shoulder, loaded with a delivery tomorrow at 7 AM 300 miles away.
Your turn:
- What are your first three actions?
- What do you tell the broker?
- What if the repair takes until tomorrow?
Think it through, then show the model answer
- Confirm the driver is safe and has hazards and triangles out; find roadside service near their location; tell the broker.
- What happened, where the truck is, the load is secure, the expected repair time and a new ETA once you know it. Update them as soon as anything changes.
- Ask the broker whether the receiver can move the appointment or whether the load needs a recovery truck, and agree any layover or recovery terms in writing.
Common mistakes
- Waiting until the appointment is missed to tell the broker about a delay.
- Asking the driver to text updates while driving.
- Sending load details in several scattered messages instead of one load sheet.
- Booking only one load at a time instead of planning the week.
Load sheet for the driver
Send one message per load before the driver leaves.
LOAD # ___ Broker: ___ (contact ___ / phone ___) PICKUP: ___ address ___ hours ___ appt ___ PU# ___ DELIVERY: ___ address ___ hours ___ appt ___ PO# ___ Freight: ___ weight ___ pcs ___ temp/securement ___ Live/drop ___ Lumper: ___ (paid by ___) Detention: free time ___ then $___/hr – tell me arrival time! Route notes ___ Fuel/parking stop ___ Send BOL photos at pickup and delivery.
Key takeaways
- One complete load sheet per load, sent before the driver leaves.
- Update brokers before they ask, especially about delays.
- Plan the week, then book the next load before the current one delivers.
Check yourself
Answer in your head first, then tap to compare.
1. The driver will be 3 hours late to delivery. When should the broker hear about it?
As soon as you know, with the new ETA and the reason.
2. What should the driver do if freight is damaged at pickup?
Note it on the BOL before signing, take photos, and tell you so you can notify the broker.
3. When should check calls happen?
At arrival at pickup, when loaded, at least daily in transit, at arrival at delivery and when empty, plus immediately for any delay.
Free THC tools for this lesson
Official sources
General information, not legal or tax advice. Rules change; confirm your situation with the agency or a professional.