1. Drivers make the difference! 5 Things Your Student Can Do To Deliver Great Service 1. Make safety and on-time delivery your top priorities. 2. Plan and utilize your time wisely. 3. Use the circle of service. 4. Communicate with your fleet manager. 5. Treat customers with courtesy and professionalism. These five simple actions will make a huge difference in the quality of the service the student provides.

2. Safe delivery of the load always comes first. Margot H., 5 year Safety Award, No service failures Rule #1 To deliver excellent service, make safety and on-time delivery the top priority.

3. Safety and On Time Delivery #1 Make safety and on-time delivery your top priorities Your first priority is always to deliver the load safely. Not only is speeding dangerous, it can result in costly tickets and delays. Plan ahead to make the best use of your time.

4. Stopping for one Coke will kill about 30 or 45 minutes and cost you about $20.00. Randy E, 20 Year Safety Award, No service failures Rule #2 To deliver excellent service, plan and utilize time wisely.

5. Planning Your Time #2 Plan and utilize your time wisely Utilize your Route Solution to plan your day. Use the fuel stops provided for you by U.S. Xpress. Plan your dining stops ahead. Be aware of how many hours you have remaining on your 14 hour work day. If you are going to utilize the split sleeper berth rule, make sure you have two rest periods that account for at least 8 hours in the sleeper berth paired with a minimum of 2 hours of off duty or sleeper berth time. Don’t start your clock until you absolutely have to.

6. Filling out the circle of service macros properly allows for EDI transmissions to go thru smoothly without any manual input … getting the information back to our customers in a timely manner. Tim O’Connor, Vice President of Fleet Operations Rule #3 To deliver excellent service, use the circle of service.

7. The Circle of Service #3 Use the circle of service Improves operational efficiency. Allows for faster and more efficient billing. Allows for a faster and more efficient pay cycle on the load. Reduces downtime, which increases your earning potential.

8. Never get complacent. Robert G, 2 Million Mile Award Rule #4 To deliver excellent customer service, communicate with your fleet manager.

9. Communicating With Your Fleet Manager #4 Communicate with your fleet manager Before you accept a load make sure you have the hours to run the load and make the delivery on time. Notify your fleet manager immediately anytime you do not have the hours to pick up or complete a load. Let operations know as quickly as possible anytime you feel you can’t make service on a load. If there are delays for any reason (traffic, an accident, you oversleep, etc), contact your fleet manager immediately.

10. When most of the public sees a red truck, they automatically think of U.S. Xpress. Chet Groce, Director of Safety, U.S. Xpress Rule #5 To deliver excellent customer service, treat customers with courtesy and professionalism.

11. Courtesy and Professionalism #5 Treat customers with courtesy and professionalism 1.Always look and act professional. 2.Obey all traffic laws and regulations. 3.Demonstrate our commitment to safety in all of your duties. 4.Treat customer representatives and the motoring public with respect.

12. Drivers make the difference! This benefits you, our customers, and U.S. Xpress. Deliver Excellent Service For Our Customers 1. Make safety and on-time delivery your top priorities. 2. Plan and utilize your time wisely. 3. Use the circle of service. 4. Communicate with your fleet manager. 5. Treat customers with courtesy and professionalism.

13. Ensure your student is prepared!

14. Layover, Breakdown Procedures Must obtain a Layover Authorization Number Layover Authorization numbers valid in 24 hour increments.. Layover pay is $50 for each 24-hour period. Layover pay is non-taxed. Layovers are paid automatically on your next payroll cycle, granted you received an authorization number. Layovers are not paid on Sundays, except for breakdown situations. Layover requests may be denied if: You create a service failure. You refuse local work.

15. Compensated at $12.50 per hour, after 3 hours of non-compensated time at each stop on the load. You must arrive on time for your appointment. Macro 14 submission one hour after detained and each hour thereafter. Detention clock starts at appointment time or at arrival time for open windows. Solos will be paid for the up to 11 hours following the three non-paid hours.

16. Unloading & Lumpers!

17. Lumpers are a necessity in the transportation industry, as they unload the merchandise from our trailers. If you need to utilize a lumper utilize the following procedures. Determine the amount to be billed by the Lumper. Contact your FM and provide the amount needed for the Lumper. The FM will load the money for the Lumper on your fuel card after approval. ENSURE YOU GET A RECEIPT FROM THE LUMPER, AND TURN THE RECEIPT IN ON YOUR EXPENSE MACRO (MACRO 7). If you fail to turn in the receipt you will not be reimbursed for the Lumber expense. If you choose to unload the trailer yourself, U.S. Xpress will pay you $75 for unloading the trailer.

18. Home-Time For a new driver to the transportation industry, being out on the road, away from home and family, can be a tough transition. Recalling your transition to life on the road, and juggling a family at home, is often the best way of helping a student with this transition. Although the transition to life on the road can be difficult, the benefits are a rewarding career that can support your family’s financial future.

19. Home-Time Every attempt will be made to meet all requests for time off, but the student must realize that there may be circumstances when requests may be delayed. Everyone at U.S. Xpress wants you to enjoy time with your family. Request for time off should be communicated 7-days in advance on the macro 31. Submit a macro 31 for your home time request. Extended time off requests must be submitted with 30 days notice. Extended time off requests For specific need home times please communicate the need with your fleet manager at least 48-hours in advance. The request is met based on freight and weather conditions. Specific need home times, i.e. doctor, and legal appointments. The time off request must contain a functioning phone number where you can be contacted while on time off. Contact Information. You are required to be available for dispatch at the end of the home time period, unless additional time is approved by your FM. Example if you time off begins at 3:00pm on Thursday, you will be expected to be available for dispatch at 3:00pm on Saturday. Time Off Counted in 24 hour increments.

20. Home-Time U.S. Xpress home time policies allow Solo, OTR and Regional drivers: 12 days out = 36 hours off 14 days out = 48 hours off 21 days out = 72 hours off 28 days out = 96 hour off Team Drivers earn one day off for every week out, but must be out for a minimum of two weeks before home time. No driver can be off the truck, without being on leave status, for more than 10 days. Being off the truck for more than 10 days will require you to go through rehire/reinstatement.

21. Payroll Settlement Sheet Understanding the payroll settlement sheet is a constant source of frustration with students. Train your student in how to locate their settlement sheet, and understand the contents.

22. Payroll Settlement Sheet Lets review the payroll settlement sheet and break it down into its basic components. In your training packet is a copy of this settlement sheet for you to train your student with. The first thing you want to identify on the settlement sheet is the Pro#. The Pro# number for this settlement sheet is located in the upper left part of the sheet. We now look at the driver origin – Mehoopany PA Origin of pick up – Tunkhannock PA And Destination – Lyndhurst NJ We see that the driver was paid $50 for 145 miles.

23. As you move down to the next section you find a new Pro# which means a new load the driver ran. Under the Pro# you find the location information, showing where the origin of the load was, the load was terminal transferred, picked up, and the destination. Keep in mind this driver may have only driven a portion of all the locations wherein the load moved. In the section immediately following is the mileage and amount the driver was paid for the load. Here we see the driver ran 231 empty miles, and 94 loaded miles for a total of 315 miles. He was paid.14 cents per mile for the empty miles, and.14 per mile for the loaded miles. He is on per diem, so he received.135 cents per mile for the 315 miles, and to his benefit at a non-taxable rate. So when you look at his taxable pay you see he received $44.10 in taxable wages, and $42.53 in non-taxable wages.

24. As we move down the settlement sheet, we see yet another PO# indicating another trip. You see the origin, stop offs, and destination of the load. With this load you see empty miles of 127, loaded miles of 495 for a total of 622 miles. It shows his stop pays of $20, $35, and $100 for a total of $155 in stop pay. We once again see that the driver benefited by being on the per diem pay program, because some of his pay is non-taxable. Of the $155 dollars he made, his taxable earnings were $69.42, and he made $93.97 that he will not be taxed on, which increases his take home pay.

25. We now wrap up this drivers runs for the week with the final PO#, wherein he ran a total of 229 miles. His taxable earnings are $32.06 and once again he is receiving $30.92 that he will not be taxed on due to the Per Diem program.

26. Payroll Settlement Sheet The final page of the settlement sheet will be the summary page. Down the left side of the page is a breakdown listing of payments and expenses. Across from the listing of payments and expenses, you find the current amount for each listing. You see that the 1 st two lines show the driver’s total miles for the week of 1166, and mileage pay of $194.58. In the last column you find what the driver has done for the year. In the first two rows you see that he has ran a total of 9,307 miles for the year, and he has received $1619.12 mileage pay for the year.

27. Communication It all boils down to one thing COMMUNICATION! Communication between the student and the FM is the key to service, and everything else! Teach your student, that anytime there is a change in their ability to pick up or deliver on-time, such as heavy traffic, inclement weather, or over-sleeping you MUST Notify your FM as soon as possible so that contingency plans can be made with the customer.