Friday, 10 July 2009
YRC Logistics - President Visit
Our President John Carr has departed today after a week trip where he reviewed our business & strategy for Europe as well as joining sales calls & client visits and ended the week by participating in our national sales conference.
Over the years the value for us and our staff is gaining ideas from high level visitors such as John and this trip was no different. The meetings were not stage managed as we feel that by only viewing the good, bad and the ugly can we really gain the maximum value in terms of ideas for our business.
Day 1
Started with an overall European business strategy review and planning session.
Day 2
I will look back on with a smile as a high potential sales visit with one of our Global Development Managers (GDM) had been pre-arranged, but unfortunately the prospect cancelled that morning. We understand that this happens and it is a hazard of sales but was disappointing and we had to find an alternative.
That meant the closest GDM geographically obliged by diverting to the office and taking John into two calls. The first was again a high potential prospect, ideal for John to visit with us, but they advised in the meeting that the day earlier their location had been put on notice to close and all staff were being made redundant. This is terrible news for them personally but also for our GDM who had our company President next to him. To the GDM's credit he was professional, sympathetic and still managed to conduct a good meeting.
The second was a client visit that this GDM is responsible for. It is very small in terms of revenue & size but personal to the GDM and we believe personal to us as a company because we believe you cannot turn service on and off. To understand the story you need to picture our President who is responsible for a $1 billion global organisation sitting on a settee being given tea by the very pleasant wife of our client stroking their four cats. In addition we had a communication issue with this client. which meant that the client was not happy.
We promised John that during his trip he would see us 'warts and all' and although it was a new experience for John sitting in a lounge of a small family business, the way we conducted ourselves in resolving the problem showed how strong our culture and our core values are. During the debrief of the day, John said 'that it was very humbling to sit with the family and the situation reinforced how we feel, which is that we do not just move boxes for our clients, we are responsible for their livelihood'.
For me this highlights the client focused culture that is driven down from the leadership of YRC Logistics to all levels of the organisation.
Day 3
A meeting was held with a large global client to discuss our forwarding and distribution services within our specialist retail environment which was very positive.
Day 4
John actively participated in our national sales conference where he saw the top three opportunities for every GDM and how they are providing a solution for the client with the focus on 'what else can we do to help our prospects and clients'. It was good for us to review the national sales figures and pleasing to see that even in a difficult economy our sales force is far exceeding expectations in terms of new clients trading with us.
Finally I also tried to explain the rules of cricket whilst the second day of England V Australia was in progress. I am sorry to say that I did not do a good job, as John suggested that if it is a draw after 5 days shouldn't the two captains get out to the middle and 'do battle'. I am not sure what the members of Lords would think of this amendment to the laws of cricket, but it did make me smile.
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