Friday, 30 May 2008
Past and Present
I have total respect for those who look to start a logistics company in this day and age, especially because according to Dun & Bradstreet and INC. magazine, 33% of all new businesses fail within the first six months. Fifty percent of new businesses fail within their first two years of operation and 75% fail within the first three years.
Over 20 years ago I recall entering the first export shipment for a start up freight forwarder and 12 years ago I started my career at YRC Logistics, all be it the company was in its first year and under private ownership and I was lucky that the owners of the company at that time were sales driven geniuses, and built a formidable organisation in a very short space of time.
My role when I first started was to develop the staff and services to match so that when the company promised to deliver to the moon 'next day' I had to find a way. My hair went grey over the next 5 years, but luckily we had a great group of young talented staff and it was a really unique place to work and I learnt so much.
A lot has changed for me and for the company over the past 12 years, now under YRC Worldwide ownership and part of a 10 billion revenue global logistics company. I am so excited that we can still offer a small company attitude to service for our clients, but we have massive global capabilities, infrastructure and I also think it is important we can offer staff the security and career development that you would expect from this type of organisation.
Over 20 years ago I recall entering the first export shipment for a start up freight forwarder and 12 years ago I started my career at YRC Logistics, all be it the company was in its first year and under private ownership and I was lucky that the owners of the company at that time were sales driven geniuses, and built a formidable organisation in a very short space of time.
My role when I first started was to develop the staff and services to match so that when the company promised to deliver to the moon 'next day' I had to find a way. My hair went grey over the next 5 years, but luckily we had a great group of young talented staff and it was a really unique place to work and I learnt so much.
A lot has changed for me and for the company over the past 12 years, now under YRC Worldwide ownership and part of a 10 billion revenue global logistics company. I am so excited that we can still offer a small company attitude to service for our clients, but we have massive global capabilities, infrastructure and I also think it is important we can offer staff the security and career development that you would expect from this type of organisation.
Going back to start up companies, I can only imagine how much of a challenge it is today. When there were 3,210 liquidations in England and Wales in the first quarter of 2008. This was an increase of 2.0% on the previous quarter and an increase of 4.0% on the same period a year ago with the increasing costs for technology, security, health & safety, legislation, human resources, training, transportation, global services, communication and the pressure on all companies to procure carrier services at lower rates, margins are low and risks are high and I look back in awe at the way our company was built in those early days. If you have just started a new company or have been through a similar journey to me, I would love to hear your experiences and comments.
Labels: Freight, New businesses
Thursday, 29 May 2008
Minimum Service Standard
As part of a global initiative I have been given a project titled 'empower employees to make a difference' this encompasses working on best practices within YRCL globally and I have enjoyed learning from the wealth of experience shared with me.
The project has encouraged me to update the UK Minimum Service Standard (MSS) which allows staff to have clear training and reference to all the major dangers in our industry, as well as clear reporting lines which are aimed to ensure that all staff never go home with a problem unanswered and they know that they are empowered to 'look around corners' to avoid and resolve problems, I believe that if we do these things they help create a culture of we do more for our clients than anyone else would.
Within the MSS is a section on client reviews which focuses on how we can add extra value to/for our clients, circle of improvement, training documents, reporting structures, client first policy and proactive planning guidelines. In an industry where on the desk training is very important I feel having formal training and reporting regimes is a must. I have friends in very diverse industries and I am fascinated with the way they empower their staff because at the end of the day it is the only way to service your client
The project has encouraged me to update the UK Minimum Service Standard (MSS) which allows staff to have clear training and reference to all the major dangers in our industry, as well as clear reporting lines which are aimed to ensure that all staff never go home with a problem unanswered and they know that they are empowered to 'look around corners' to avoid and resolve problems, I believe that if we do these things they help create a culture of we do more for our clients than anyone else would.
Within the MSS is a section on client reviews which focuses on how we can add extra value to/for our clients, circle of improvement, training documents, reporting structures, client first policy and proactive planning guidelines. In an industry where on the desk training is very important I feel having formal training and reporting regimes is a must. I have friends in very diverse industries and I am fascinated with the way they empower their staff because at the end of the day it is the only way to service your client
Labels: Minimum Service Standard
Tuesday, 27 May 2008
Communication
One of the really interesting factors working in our industry is how we interact and communicate with our own staff around the world. Each country, even regions within countries have different cultures and we all know how email can be received in a very different way to how it was sent. It is impossible not to have internal communication challenges but how these are managed has a massive influence on the service we give our clients.
The simple YRCL rule is if an issue is not resolved on the first email pick the phone up no matter what the local time is and TALK. I read a great example today where there was a challenge between our UK and China offices around bill of lading. The call resulted in a highlighted need to meet the factory. Even with the extensive YRCL Chinese network this was a 7 hour drive. The drive was well worth it as not only did this solve the issues but thank you messages were received from the factory and the UK importer. Also importantly our offices felt good about solving the issue together. I would love to hear how other companies handle this type of situation.
The simple YRCL rule is if an issue is not resolved on the first email pick the phone up no matter what the local time is and TALK. I read a great example today where there was a challenge between our UK and China offices around bill of lading. The call resulted in a highlighted need to meet the factory. Even with the extensive YRCL Chinese network this was a 7 hour drive. The drive was well worth it as not only did this solve the issues but thank you messages were received from the factory and the UK importer. Also importantly our offices felt good about solving the issue together. I would love to hear how other companies handle this type of situation.
Labels: Communication
Thursday, 22 May 2008
Work Experience
My 15 year old son Louis has just completed a couple of weeks work experience within our IT department. As well as being good for him the added benefit is he can now fix home IT issues which I am useless at.
As part of his training he was inducted with YRCL minimum service standard. (MSS) which gives a clear guideline on how to serve our internal and external clients. The MSS basically aims to encourage a culture to 'do more than anyone else would' and I was pleased to see that he started to understand how important this is no matter what career he moves into. Perhaps he will also do more tiding up in his bedroom now - I think not.
As part of his training he was inducted with YRCL minimum service standard. (MSS) which gives a clear guideline on how to serve our internal and external clients. The MSS basically aims to encourage a culture to 'do more than anyone else would' and I was pleased to see that he started to understand how important this is no matter what career he moves into. Perhaps he will also do more tiding up in his bedroom now - I think not.
Labels: Minimum Service Standard, Work Experience
Wednesday, 21 May 2008
Measuring Sales & How Success Determined?
It has been interesting to fact find over the past 12-18 months on how other companies measure their sales force. We have seen various methods like high call targets at 20 per week and high financial targets. The sensible and most productive method seems to be yes you have to measure sales staff and yes they have to complete reports, but you measure with common sense. Setting unreasonable call or financial targets is a recipe for failure. Once a sensible target is agreed, missing the target is not the end of the world provided there is effort and desire.
Sales staff will always have good and bad patches and it is good management to help the team through the bad patches. It is also good management to ensure sales are given a constant stream of support and competitive advantages. What experiences do you have in managing sales and what do you consider to be a successful salesperson? I recenty read an interesting article about Sales measurement on Stephen Schiffmans Blog and have attached a link so you can have a read.
Also I have to mention the play off final at Wembley this week. I have tickets for my wife and 2 sons to cheer Leeds United on. I will be playing my video of Billy Bremner and co this week to get me in the mood!
Sales staff will always have good and bad patches and it is good management to help the team through the bad patches. It is also good management to ensure sales are given a constant stream of support and competitive advantages. What experiences do you have in managing sales and what do you consider to be a successful salesperson? I recenty read an interesting article about Sales measurement on Stephen Schiffmans Blog and have attached a link so you can have a read.
Also I have to mention the play off final at Wembley this week. I have tickets for my wife and 2 sons to cheer Leeds United on. I will be playing my video of Billy Bremner and co this week to get me in the mood!
Tuesday, 20 May 2008
Finding proven sales professionals
On a similar theme to my recent blog sharing the challenges in finding or developing world class sales professionals I cannot believe how difficult it is to source candidates in Scotland. I am sure any clients that trade with us in this area agree we have quality operations at Glasgow airport and at our nearby distribution centre.
Our management team has been with the company for over 6 years and there are many reasons why this set up can offer a great career. Despite being a well established company and using an array of recruitment methods the quantity and quality of candidates is very disappointing. If you are a motivated professional who wants to work in a friendly, positive environment but be part of a multi billion dollar global organisation then we want to hear from you. Also, if you have any ideas on how we can attract professional proven sales people then I would also be please to hear your thoughts.
Our management team has been with the company for over 6 years and there are many reasons why this set up can offer a great career. Despite being a well established company and using an array of recruitment methods the quantity and quality of candidates is very disappointing. If you are a motivated professional who wants to work in a friendly, positive environment but be part of a multi billion dollar global organisation then we want to hear from you. Also, if you have any ideas on how we can attract professional proven sales people then I would also be please to hear your thoughts.
Labels: Recruitment, Sales
Saturday, 17 May 2008
Sales Training
It is very difficult to find world class sales staff. At present YRCL in the UK has a small successful team which we are looking to expand, and as part of our commitment to develop our staff, we are implementing a sales training program for non sales staff. The main reason we have started this program is we have learnt from the past where good staff have shown the ability and desire to move to sales, but failed and then subsequently departed our company.
I see this as a failure of management, which in my opinion is my failure. The training program is aimed to rectify this and includes 'day/week release' to work on the difficult areas like prospecting and canvassing ensuring that before staff move to sales they understand what is expected of them as well as having been trained in the skills that they need to be a successful salesperson. It would be good to hear other company’s experiences on how they have effectively transitioned staff to the sales department.
I see this as a failure of management, which in my opinion is my failure. The training program is aimed to rectify this and includes 'day/week release' to work on the difficult areas like prospecting and canvassing ensuring that before staff move to sales they understand what is expected of them as well as having been trained in the skills that they need to be a successful salesperson. It would be good to hear other company’s experiences on how they have effectively transitioned staff to the sales department.
Labels: Sales
Friday, 16 May 2008
Staff Return to YRC Logistics
A YRCL core value is to value our people. I am always disappointed if we lose a valuable staff member, luckily this is rare anyway, but I am likewise very encouraged when we able to persuade them to return to YRCL. On that note I would like to welcome back Maria Reeves and Leanne Giles. One person coming back to work for us good news, but two has got me thinking! What is it that people want from their place of work, apart from a good salary? What more can we do to show our staff that we value them? And how can we show our staff that the grass isn't always greener?
Labels: Core Values, Staff
Thursday, 15 May 2008
China shaken by massive earthquake
I had a good overseas trip and feel relaxed and ready to face work head on, but the earthquake in China puts work into perspective, so before I talk about anything else, my thoughts and prayers go to YRC Logistics staff and anyone else impacted by the terrible earthquake in China. If you are interested in reading more about this, we have a full story on our news feed. www.yrclogistics-rss.info
Labels: China, Earthquake
Thursday, 8 May 2008
Core Values a part of our DNA
As the Managing Director of a company that has undergone a number of external changes in ownership, but actually very little change internally in respect to key management and service standards. I wanted to share how I feel embracing global cultures can help local staff and therefore local clients.
YRC Logistics (YRCL) has some very important core values and if you read my Blog in the future you will no doubt see reference to these on a regular basis as I believe they are at the centre of every good company.
The YRCL core values are Exceed Client Expectations, Act with Integrity, Value our People, Demonstrate Good Citizenship, Work Safely, Embrace Teamwork. I like the fact that, while these values may not have been documented in this manner when we were a private UK forwarder, they were a key part of our DNA.
For me if our staff are not motivated to 'do more than anyone else' for the client then all the systems in the world are a waste of time. On that note I am proud to be arranging our attendance to the 13th IFW Award night on 18th June with YRCL a finalist in People Development and Business Improvement. Without our staff and our culture we would be at home watching Coronation Street rather than attending this prestigious event.
YRC Logistics (YRCL) has some very important core values and if you read my Blog in the future you will no doubt see reference to these on a regular basis as I believe they are at the centre of every good company.
The YRCL core values are Exceed Client Expectations, Act with Integrity, Value our People, Demonstrate Good Citizenship, Work Safely, Embrace Teamwork. I like the fact that, while these values may not have been documented in this manner when we were a private UK forwarder, they were a key part of our DNA.
For me if our staff are not motivated to 'do more than anyone else' for the client then all the systems in the world are a waste of time. On that note I am proud to be arranging our attendance to the 13th IFW Award night on 18th June with YRCL a finalist in People Development and Business Improvement. Without our staff and our culture we would be at home watching Coronation Street rather than attending this prestigious event.
Labels: Core Values, Service
Wednesday, 7 May 2008
Health and Safety
I can recall early in my career being frustrated when my supervisor explained why I needed to follow a fire alarm drill that inconvenienced me from my duties and often made me stand out in the rain. Of course now with the knowledge that working safely is paramount and that I have a duty of care to all staff I smiled when the alarm sounded today and 60 staff (and VIP clients in the building) were marshalled to the safe area by Brian Reade, our imposing warehouse manager.
I found it comforting that the drill went like clockwork and the various safety officers had signed sheets accounting for everyone. Directors (statutory and non statutory) I am sure will realise the moral responsibilities and also importantly the personal liability by not investing sufficient resource in this type of area.
I found it comforting that the drill went like clockwork and the various safety officers had signed sheets accounting for everyone. Directors (statutory and non statutory) I am sure will realise the moral responsibilities and also importantly the personal liability by not investing sufficient resource in this type of area.
Labels: Health and Safety
Tuesday, 6 May 2008
My First Post!
Hello and welcome to my first ever post on my new blog, before we created this blog we completed some market research and we could not find one blog created by our competitors, so without meaning to sound presumptuous, I might be the first MD from a freight company to have a blog! But if there are any blogs being written by our competitors, I would be very interested in learning what the links are so that I can read them.
I hope this blog will allow us to communicate effectively with our prospective and existing clients and that they will feel engaged in the conversation as well as learn more about YRC Logistics. I also think that the most valuable benefit this blog will give me is that it will allow you to provide me with feedback and ideas on how we can serve you better.So with that said, that leaves me with one last thing to ask.... What do YOU want to hear about from a managing director of a freight forwarding company and how would you like to benefit by reading the blog?I will be on a trip over the bank holiday weekend and I hope that there will be lots of feedback as I am looking forward to reading them on my return.
I hope this blog will allow us to communicate effectively with our prospective and existing clients and that they will feel engaged in the conversation as well as learn more about YRC Logistics. I also think that the most valuable benefit this blog will give me is that it will allow you to provide me with feedback and ideas on how we can serve you better.So with that said, that leaves me with one last thing to ask.... What do YOU want to hear about from a managing director of a freight forwarding company and how would you like to benefit by reading the blog?I will be on a trip over the bank holiday weekend and I hope that there will be lots of feedback as I am looking forward to reading them on my return.
Labels: Feedback, Freight, Logistics
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