Louis Massaro advises brokers to treat every customer as if they were using their own trucks. He covers legal limits on broker responsibility, disclosure requirements, and why acting beyond the minimum legal duty builds better business.
If you are going to become a broker, you have to take the stance of, I'm going to become a broker, but I am going to understand that even though the law might say my responsibility stops at booking, giving the estimate, I'm taking the responsibility to make sure every customer is handled with utmost care as if it was, you know, my truck and my drivers doing it. Major problem though, right? Because now you're trying to control and police other business owners, right? Who's got a hard enough time trying to control and police your own employees? Now you're trying to tell another business owner what they can and can't do. You also can't advertise that you have trucks. So if you're a broker and you've got trucks on your website, you can't do that. You can't. You got to be explicit to the customer that you are a broker. Here's who we're giving your job to. Here's a list of the potential customer companies that we may give your job to. And we are a broker. We will not be handling your move. We're just facilitating hooking you up with somebody else.
