‘People have to feel like we give a damn’: Empathy, respect key to driver retention

March 3, 2021

People don’t quit jobs. They quit people.

That oft-repeated phrase came to mind for WorkHound CEO Max Farrell in the wake of roughly 40,000 driver survey responses that his company reviewed from 2020.

When it came to feedback on people that drivers regularly interact with, including dispatchers, planners, office staff and mechanics, positive and negative comments were about evenly split, Farrell said.

Why the criticism? There’s a lot of stress to go around and not enough empathy to match which can lead to greater frustration and greater driver turnover rates that can impact a company’s bottom line.