Fall 2015 Issue of Horizons

alternative arrangements with the carrier or in the delivery of express packages and LTL freight. ∙ Maintain reasonable hours for loading and unloading according to volume of shipments. ∙ Promptly load/unload trucks that arrive within the scheduled time. Accommodate or reschedule pickups/deliveries when unforeseeable events intervene. Make reasonable effort to be flexible in loading/ unloading trucks that arrive early or late or without an appointment.

∙ Represent products clearly and factually, standing fully behind warranties, direct and implied, and in all other ways justifying the customer’s respect and confidence.

∙ Advertise products in a positive, factual and informative manner.

∙ Detail charges to assist customers in understanding repair work and provide written estimates of any service work to be performed, upon request, or as required by law. ∙ Resolve customer concerns promptly and courteously. In addition to the code of ethics, NADA has published an ethics guide that focuses on four key areas of dealership operations: sales, service, financial services and advertising. Similar to dealerships, transportation companies have been the heartbeat of the national economy connecting all industries for many years. Not only are they visible to nearly every consumer that drives the highway on a regular basis, but they are responsible for ensuring goods are transferred in a safe and timely manner. In an effort to help drivers spend more time on the road and less time waiting at loading docks, the National Industrial Transportation League (NITL) and the Truckload Carriers Association (TCA) developed a similar code of ethics. ∙ Put promises in writing and stand behind them.

∙ Allow drivers to clean trailers and discard packaging material that was part of the load delivered, as long as disposal facilities are available. ∙ If dock space is temporarily unavailable, make arrangements to contact drivers when a space becomes available, without making the driver remain physically in a queue. ∙ If drop and hook are involved, make reasonable arrangements for a trailer to be available for pickup. ∙ Tender the cargo with all necessary information and provide accurate and complete paperwork in a timely manner.

The NITL and TCA code of ethics state the following:

Shippers/receivers will: Expedite the movement of cargo and equipment. ∙ Load and unload freight except where drivers are trained to handle the specific equipment or cargo, when the shipper/ receiver has made prearranged

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