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The Follow Up Firm

Sample deliverables

See the work, not just the description.

An anonymized excerpt from our SOP work, alongside fictional dispatch handoff and training examples. Client names, records and internal policies are not shared.

Sample — fictional details, shown to demonstrate format

Dispatch handoff report

What the next shift receives at the end of a coverage block.

Outstanding trips

  • #4471 — J. Alvarez, 6:40 AM BNA pickup → downtown hotel. Driver confirmed (M. Carter, SUV-12). Flight tracked, on time.
  • #4472 — R. Osei, 8:15 AM Hotel → BNA. Assigned to affiliate (Metro Ride Co); driver details due by 7:00 AM, not yet received — follow up at 6:45.

Driver confirmations

  • 4 of 5 morning drivers acknowledged their first trips.
  • T. Nguyen (Sedan-3) not yet acknowledged — texted 5:50 AM, call at 6:10 if no reply.

Exceptions

  • #4468 — delayed flight. New arrival 9:20 AM (was 7:05). Passenger notified, driver re-timed. No further action.
  • Van-7 maintenance. Off the board until 10:00 AM. Two afternoon trips need reassignment — flagged for the day dispatcher.

Next-shift responsibilities

  • Confirm affiliate driver details for #4472 by 7:00 AM.
  • Reassign the two Van-7 afternoon trips.
  • Send end-of-day summary to the owner by 5:30 PM.

Anonymized work sample — adapted with retained reuse rights

Dispatch SOP: shift-start review and handoff

Adapted from a transportation operations training manual prepared by The Follow Up Firm. Client identity and company-specific instructions have been removed.

Owner: On-duty dispatcher

Trigger: Start of a dispatch shift

Escalation: The operation’s designated supervisor

Shift-start review

  1. Check the working systems. Confirm the operation’s dispatch, flight tracking and communication tools are available; check vehicle tracking where used.
  2. Review scheduled trips. Verify pickup times, addresses, passenger requirements, notes and special instructions for the coverage period.
  3. Flag trips needing attention. Review airport pickups, tight vehicle turnarounds and group movements for timing or assignment risks.
  4. Confirm assignments and readiness. Verify driver acknowledgment, vehicle suitability and readiness using the company’s approved procedures.
  5. Document and escalate gaps. Record missing information or coverage concerns and notify the designated supervisor under the company’s escalation process.

End-of-shift handoff

  • Review trip statuses and record completed work, delays and actions taken.
  • List unresolved items with the next action and the person responsible.
  • Provide the incoming shift with clear handoff notes; identify anything requiring continued monitoring.

This is a shortened work sample, not a complete operating procedure or compliance guide. Response times, payment rules and safety requirements must follow each operator’s approved policies.

Explore process & SOP supportDispatcher & reservationist training

Sample — fictional details, shown to demonstrate format

Training workbook preview

Two pages from the workbook each Full-Day and Intensive attendee keeps.

Page 4 — Reservation intake checklist

  • ☐ Passenger name, count and contact number
  • ☐ Pickup date, time and exact location
  • ☐ Destination and any stops
  • ☐ Flight number for airport trips (track it)
  • ☐ Vehicle class and special requests
  • ☐ Payment method and rate confirmed
  • ☐ Confirmation sent — to passenger and booker

Practice: take the scenario card your trainer hands you and capture every field above.

Page 9 — Escalation quick reference

  • Handle it yourself: time changes under 30 minutes, vehicle swaps within class, contact updates.
  • Loop in the lead dispatcher: driver unreachable within 15 minutes of pickup, affiliate silence past deadline.
  • Escalate to the manager: any trip at risk of not being covered, any passenger safety concern, any rate dispute.

Rule of thumb: if you are wondering whether to escalate, escalate.

The SOP excerpt is anonymized and adapted under retained reuse rights. The handoff report and workbook preview use fictional details. Full client manuals and private operational records are not published.

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