Drivers are said to be one of (if not the most) important asset for trucking companies. Not only are they responsible for the successful and safe transportation of products, but overall act as brand ambassadors for their company, often spending more time with customers than traditional salesmen. The impression they leave behind plays a large role in customer retention as a negative experience can lead to lost future sales while a pleasant and memorable experience can cause a shipper/consignee to want to increase their business together. Knowing this, it comes to question as to why many carriers would hire less than qualified drivers to represent their company. Perhaps to fill capacity restraints? Or maybe because they do not have to pay them as much as they would an experienced/skilled driver? Whatever the case, industry experts agree that the quality of drivers is decreasing.