Meeting our Corporate Responsibilities
Many things are changing in our business, but one thing that has not changed is our responsibility to operate safely and provide high quality service. Those should and must be our priorities this year.
In safety, we’ve made some progress. We reduced our overall CSA scores by more than 10 percent in 2013. However, Mayflower remains on alert status in one of the seven BASICS. Candidly, many of our problems are simple things to fix. Our drivers need to carry their CDL and take their required 30 minute rest breaks. This isn’t rocket science. We simply need to pay attention to the details and make it clear to our van operators that these rules are not optional.
Safety is important enough to demand our efforts and energy. If we stop and consider the alternative, this safety quest is really not about “the regulations.” It’s about our responsibility to keep our van operators and the public who they share the roads with safe.
In the area of quality, we must improve. We need to have trained, background checked and uniformed crew members on every job. We need to do a better job communicating with our customers. If you read reviews, you’ll see that one of the most common complaints is a failure to communicate. If a shipment is going in a container, our customers want to know.
If a shipment is going to be late, they want to know. Keep your customers informed. It’s not that hard to do. Finally, track your progress. Use the tools available to you. Listen to what your customers are saying. Identify problems and do what needs to be done to fix them. I know we can do better. And we must.
So there you have it. Your roadmap to a successful 2014 and beyond. We are addressing our capacity challenges, utilizing our technological innovations and working to meet our responsibilities in the areas of quality and safety. You might be thinking…”That’s great, but what does all of that have to do with me?” The answer: An awful lot. We cannot be successful without you. Each and every one of us has an important role to play.
Sales people: You are the first contact we have with our customer. You set the expectations, introduce the technology, manage capacity with price and start the process for a great move.
Move Coordinators: You are the customer’s confidant and advocate. You have the critical role of explaining the process and communicating with all the parties involved to ensure all of the customer needs are met.
Operations: Our sales team may get the first move, but you get every move after that. We count on you to deliver the promises that were made. You utilize the technology, plan shipments using alternative capacity and day-to-day do what needs to be done to make sure every shipment is successfully serviced.
Agency safety representatives: You have the most important job of all. Your job is to keep safety top of mind for each and every individual working on behalf of your agencies. Because, at the end of the day, each of us has the responsibility for safety.
Regardless of your role at your agency, you play a big part in our overall success as an enterprise. We have the tools. We have the programs. We have the world’s best agency network. And we have a great company. I look forward to working with all of you as we follow the roadmap to success and see how much better our business can be in the year to come.