Process Changes in Regards to Damage Claims

[Estes Dedicated & Big E Driver News and Announcements]

Estes Dedicated & Big E Drivers:

In an effort to help with damage claims we are implementing some changes. This may take a few extra minutes with the customer but could save you money in the long run. 

• There should NEVER be a reason we drive on a customer’s landscaping with a truck, trailer, or Moffett.
• If the customer is requesting you to do so please respectfully advise it is against company policy for any of our vehicles to drive on a manicured/intentionally landscaped area. Many landscaped areas will have in ground automatic sprinkler systems and the weight of any of our vehicles is enough to damage any part of the in ground system. There will also be damage to the vegetation which many times will need to be professionally repaired.
• As truck drivers we should all be familiar with the “G.O.A.L.” rule, Get Out And Look.
• Get out of the truck or off the Moffett and walk the path of travel.
• Look for obstacles make suggestions to the customer for safer options.
• You are all Super Drivers but last time I checked we have not evolved enough to have super powers.
• Know your Limitations and Communicate.
• Talk with your manager if you are unsure of a specific situation.
• Most customers would rather receive their delivery late than have damaged items or property. 
• If you are delivering to a customer’s home for a contractor, our true customer is the contractor but the property owner will be the one who claims for damages.
• Ask your contractor to speak with the property owner if you are asked to drive truck or Moffett on the driveway.
• Explain to the customer there will be tire marks left but it is just rubber residue and will wash away after a good rain.
• If the property owner does not want to risk their concrete being marked by the tires or by the stabilizer feet, advise the contractor per the home owners request it cannot be delivered to the driveway and suggest alternative options.
• You are the delivery expert.
• If you have explained the risks to the customer and/or property owner and they are fine with accepting the risk you MUST...
• Have them sign the damage waiver claim in your MobileLink app.
• Ask your Manager for a printed version of the Waiver Statement so you can had the customer a hard copy.
• The damage waiver does not release us form ALL liability of damages especially those caused by carelessness or mistakes we make.
• By having the customer sign the Damage Waiver it is showing our corporate office and THD we have taken the time to explain to the customer the potential risks associated with completing the delivery how the customer has requested it to be done. 
• Even with the Damage Waiver signed steer clear of landscaping. If your customer is insistent on having their products driven and placed on landscaping, take and text pictures to your manager BEFORE you do anything. 
• Notes must happen every order, this becomes especially important with these types of situations. 
• You must to notate “I have explained all potential issues with (customer’s name) and they have accept the liability of delivering the items to (delivery location).”
• You must take multiple pictures of delivery product and all around delivery area... basically “tell the story of the delivery via the pictures in their handheld”.
• You MUST have the customer/property owner sign the POD and the waiver, it cannot be signed by the driver for any reason. If it is not an unattended delivery, the signature should always come from the customer/property owner on site, not from the driver. 
• If the customer refuses to sign waiver and product is left on the curb, not in yard or driveway, then notes need to be put in the handheld saying, “(Customer Name) wanted product on yard and/or in driveway. Risks were explained to customer and customer did not want to sign waiver. Product has been left on curb per (Customer’s Name) direction. 
• If we are taking it back to the store due to location refusal, they need to put the same notes as above and just change it to taking to back to the store per customer (Customer’s Name) due to waiver not being signed and driver will potentially damaging yard/driveway.