Wednesday, 28 October 2009
Good luck with the operation
Good luck to our Financial Director Darren Williams, who is having his eyes corrected by laser today. If we thought it was hard to get expenses approved before, it will be impossible now!
Labels: Staff
Wednesday, 9 September 2009
Welcome back to a familiar face
It is with great pleasure I am finally able to announce that Louise Coveney will be returning to work with us at YRC Logistics. Her official start date will be Monday 14th September and it is always good to hear when a member of staff who we did not want to lose to the competition returns to the company. I am sure that the new experiences she learnt whilst away from us will help her as she starts a new chapter at YRC Logistics and I am sure everyone will join me in welcoming her back.
Labels: Core Values, Recruitment, Staff
Thursday, 18 June 2009
Customer First Policy = Immediate Answer To Customer Requests
Over the last couple of weeks we have seen shipments increase from some of our key clients, this is a promising sign and I hope that it continues. I believe a logistics company with its core service offering of freight forwarding needs to differentiate itself and at YRC Logistics we believe that the "YRCL Way" and our customer first policy helps us to achieve this. Over the last 6 months we have ran fairly lean so it is with mixed feelings when I see staff concerned because they have not been able to answer every single request immediately. But what I do know is that having an almost 'frenzied' approach from our staff is the right standard to set.
If an answer is not immediate but it is achieved as near to immediate a possible (plus a few minutes), then we continue to be true to our DNA which makes us duty bound to serve our clients better than anyone else would do.
The YRCL internal minimum service standard (MSS), highlights this as a formalised customer service process which I do not believe is common to our industry or competition. This culture has been nurtured and evolved over 15 years through many long days and nights and with many 10 year plus veterans treating every call as though it was their own business. The satisfying aspect for me is to see our teams pull together, help each other out and end their day with a sense of real achievement, even if that is late into the night. Nothing is more important than us serving our clients better than anyone else would do.
If an answer is not immediate but it is achieved as near to immediate a possible (plus a few minutes), then we continue to be true to our DNA which makes us duty bound to serve our clients better than anyone else would do.
The YRCL internal minimum service standard (MSS), highlights this as a formalised customer service process which I do not believe is common to our industry or competition. This culture has been nurtured and evolved over 15 years through many long days and nights and with many 10 year plus veterans treating every call as though it was their own business. The satisfying aspect for me is to see our teams pull together, help each other out and end their day with a sense of real achievement, even if that is late into the night. Nothing is more important than us serving our clients better than anyone else would do.
Labels: Communication, Customer Requests, Minimum Service Standard, Staff
Monday, 19 January 2009
YRC Logistics Wants You!
With our aggressive expansion plans across the UK and mainland Europe, YRC Logistics is looking for talented people and the best teams in the industry to come and share our vision.
Are any of the below applicable to you or your team?
• Not receiving the rewards you deserve?
• Concerned about your future prospects?
• Are you looking to be a part of a larger company?
• Have you recently been made redundant?
Then you may be what we are looking for! To arrange a confidential meeting, please telephone James Clark on +44 (0)1784 480100 or email james.clark@yrclogistics.com
Are any of the below applicable to you or your team?
• Not receiving the rewards you deserve?
• Concerned about your future prospects?
• Are you looking to be a part of a larger company?
• Have you recently been made redundant?
Then you may be what we are looking for! To arrange a confidential meeting, please telephone James Clark on +44 (0)1784 480100 or email james.clark@yrclogistics.com
Labels: Procurement, Sales, Staff
Wednesday, 31 December 2008
Thank you as 2008 draws to a close
To all staff at YRC Logistics UK and NL, I would like to thank you for your commitment and extraordinary service throughout 2008. I hope you are able to enjoy some family time over the holiday period, have some fun and come back refreshed for what promises to be an exciting 2009.
Respect to you all.
Respect to you all.
Labels: holiday, Staff, YRC Logistics
Thursday, 11 December 2008
Sales Induction & Training
The induction & training system at YRC Logistics is aimed to give new staff a deep understanding of our strengths, capabilities and our weaknesses. It is also aimed to ensure we have common practices in terms of confirming prospects needs via Memos of Understanding, only sell where we can add value and teach GDM's how to utilise the Subject Matter Experts to full effect.
I know this is basic stuff and I am sure there are similar processes at many companies, but a few years ago we did not have this process in place, and I am afraid to say we had some sales staff failures because of this.
Whilst I am talking about Sales Induction and Training I have to mentioned one of our sales management team, David Payne. I know his involvement in the induction of new staff has been a major plus and has resulted directly in new deals being won.
His assistance in training GDM's especially in the art of prospecting has been invaluable for a number of new and experienced staff. He also tells me he could beat anyone in the company at darts but always forgets to bring his arrows when we meet so I am not so sure about that.
I know this is basic stuff and I am sure there are similar processes at many companies, but a few years ago we did not have this process in place, and I am afraid to say we had some sales staff failures because of this.
Whilst I am talking about Sales Induction and Training I have to mentioned one of our sales management team, David Payne. I know his involvement in the induction of new staff has been a major plus and has resulted directly in new deals being won.
His assistance in training GDM's especially in the art of prospecting has been invaluable for a number of new and experienced staff. He also tells me he could beat anyone in the company at darts but always forgets to bring his arrows when we meet so I am not so sure about that.
Labels: Global Development Managers, Recruitment, Sales, Staff, Subject Matter Experts, Training
BA in Business Studies
Congratulations to Sharon Brough from our Glasgow office who has just achieve a BA in Business Studies.
Sharon completed this course on a part time study basis through the Open University which is even more impressive because not only is she a dedicated and hard working member of staff, she also had to study each night!
Congratulations, well done, what a great effort Sharon!
Sharon completed this course on a part time study basis through the Open University which is even more impressive because not only is she a dedicated and hard working member of staff, she also had to study each night!
Congratulations, well done, what a great effort Sharon!
Labels: Core Values, Staff
Monday, 24 November 2008
Denise Simeonov
In these busy and turbulent times it is easy to forget what is important. Tomorrow
(25th November) is the second anniversary of the death of our dear friend and colleague Denise Simeonov. For those that knew her, I am sure you can still see her smiling face that brightened the room whenever she walked in. Our thoughts are with her family and friends.
(25th November) is the second anniversary of the death of our dear friend and colleague Denise Simeonov. For those that knew her, I am sure you can still see her smiling face that brightened the room whenever she walked in. Our thoughts are with her family and friends.
Labels: Staff
Thursday, 20 November 2008
Client Loyalty
I have recently discused in the blog that I am particpating in a project about client loyalty. This is project that has been developing throughout 2008 and has been driven by our Jim Ritchie our CEO.
One of the many benefits are that it brings teams together from all over the world to discuss and plan how we can continually improve the way we bring value to our clients. This of course is a very broad subject and has many subsections, but I guess in simple terms it is about doing more than anyone else would.
The thing I really like about this project is that it does not have a finish line, for example, my section are working on how we empower, engage and enthuse our staff. What could seem small areas like employing and training staff to passionately believe that we do not just move boxes rather we are responsible for our clients livelihoods, their well being and ultimately their happiness are not small they are massive.
Anyway I was taking a nostalgic look at an old IFW in which YRCL UK, formed as Ultimex 15 years ago, was recognised in the Sunday Times Fast Track 100 as the 41st fastest growing company in the UK. The article described the core values of Ultimex, and in short it could have been talking about the YRCL client loyalty initiative.
The only difference I could see was that as YRC Worldwide we have 66,000 employees & 1,000 locations worldwide, were as Ultimex we had 3 locations and 30 staff. Actually the other difference is some of the pictures in the article from a past era, very frightening how quickly time moves on.
One of the many benefits are that it brings teams together from all over the world to discuss and plan how we can continually improve the way we bring value to our clients. This of course is a very broad subject and has many subsections, but I guess in simple terms it is about doing more than anyone else would.
The thing I really like about this project is that it does not have a finish line, for example, my section are working on how we empower, engage and enthuse our staff. What could seem small areas like employing and training staff to passionately believe that we do not just move boxes rather we are responsible for our clients livelihoods, their well being and ultimately their happiness are not small they are massive.
Anyway I was taking a nostalgic look at an old IFW in which YRCL UK, formed as Ultimex 15 years ago, was recognised in the Sunday Times Fast Track 100 as the 41st fastest growing company in the UK. The article described the core values of Ultimex, and in short it could have been talking about the YRCL client loyalty initiative.
The only difference I could see was that as YRC Worldwide we have 66,000 employees & 1,000 locations worldwide, were as Ultimex we had 3 locations and 30 staff. Actually the other difference is some of the pictures in the article from a past era, very frightening how quickly time moves on.
Labels: Core Values, Minimum Service Standard, Service, Staff
Sunday, 16 November 2008
We had some fun recently helping to make an advert for our company that was broadcast in the USA during the Olympics. Some of the European based staff, Jessica Blanco, Steve Cottrell and Linda Yang can be seen by clicking on the below links. If there are any would be film producers out there 'hands off' our stars.
YRCW Olympic Commercials - Jessica Blanco
YRCW Olympic Commercials - Steve Cottrell
YRCW Olympic Commercials - Linda Yang
YRCW Olympic Commercials - Jessica Blanco
YRCW Olympic Commercials - Steve Cottrell
YRCW Olympic Commercials - Linda Yang
Monday, 10 November 2008
Christmas Party
Even though my kids are now young adults, my wife still starts preparing for Christmas months in advance. It feels like a clear strategy to spend months finding ways to reduce my bank account by as much as possible every year. That saying I guess for putting up with me for 12 months I get away lightly.
YRCL UK have a National Christmas staff party planned for December, but with a difference this year. The difference is we are taking advantage that while we have many of our staff together we are including a company meeting in the afternoon. During this meeting we will be recognising our people in 5 categories, trainee of the year, operations employee of the year, support services employee of the year, exceptional employee of the year and member of staff excelling in our core values. I hope this will add an extra positive dimension to the festive party.
YRCL UK have a National Christmas staff party planned for December, but with a difference this year. The difference is we are taking advantage that while we have many of our staff together we are including a company meeting in the afternoon. During this meeting we will be recognising our people in 5 categories, trainee of the year, operations employee of the year, support services employee of the year, exceptional employee of the year and member of staff excelling in our core values. I hope this will add an extra positive dimension to the festive party.
Wednesday, 8 October 2008
New Sales join the Team
I am pleased to welcome Brenda Sunley as part of our growing Global Business Development team. Brenda will be based in Birmingham and has over 20 successful years in distribution, freight forwarding, supply chain, vendor consolidation, purchase order management and contract logistics. In her career she has worked with such as EXEL & Eagle Global Logistics. Whilst many companys are looking to freeze employment of new staff, we at YRC Logistics are looking to expand our sales team. Brenda is joining us at an exciting time where she will be able to use her experience and knowledge to provide creative network solutions for clients with a need for global transportation solutions.
Labels: Global Development Managers, Sales, Staff
Friday, 3 October 2008
Communication is Key
In any growing organisation the biggest challenge and perhaps biggest failures seems to be communication.
In our industry, you can have all the systems and training in the world, but if staff are disconnected and unhappy, that will be reflected in the way they answer the phone and deal with a client.
I am not worried to admit that at our HQ in London, we have experienced disconnects from senior management to supervisors and then to all staff. I would be worried if we did not recognise and try to rectify.
I believe the first place to look if this happens is the top and I realise that while I might be involved in lots of exciting projects and developments, I have to ask myself, have I shared these in a clear manner to my direct reports in order they can do they same within their areas. The answer is no, we have tried to rectify by some simple "open to all" staff meetings at HQ. The disconnect was mainly that staff were sometimes frustrated that they want to serve their client in line with their passion and the company ethos of "client first", but growing red tape with accounts set up, global forms, extra security, management, etc was causing difficulty.
The people that really know the score are the staff and we drew a smiling face on our white board as the objective for every supervisor to ensure their staff start and end the day with this type of smile on their own face. Some simple daily functions like a supervisor meeting at 1715 hrs each day to assess workload, what has frustrated staff today, what can we take away, what has stopped you serving the client has promoted much better communication.
This is not the end it is just the start and as things change we have to assess so we are running the business correctly, but nothing is more important than looking after our staff to then look after the client "better than anyone else would".
To summarise, we must never lose sight. The most important people are our staff and anyone in a supervisory or management position has a duty of care to ensure they have the best environment available to serve the client. Being assertive upwards, directly to me if necessary, is a key factor in company success and I am pleased to have experienced this over the past weeks from staff at all levels.
In our industry, you can have all the systems and training in the world, but if staff are disconnected and unhappy, that will be reflected in the way they answer the phone and deal with a client.
I am not worried to admit that at our HQ in London, we have experienced disconnects from senior management to supervisors and then to all staff. I would be worried if we did not recognise and try to rectify.
I believe the first place to look if this happens is the top and I realise that while I might be involved in lots of exciting projects and developments, I have to ask myself, have I shared these in a clear manner to my direct reports in order they can do they same within their areas. The answer is no, we have tried to rectify by some simple "open to all" staff meetings at HQ. The disconnect was mainly that staff were sometimes frustrated that they want to serve their client in line with their passion and the company ethos of "client first", but growing red tape with accounts set up, global forms, extra security, management, etc was causing difficulty.
The people that really know the score are the staff and we drew a smiling face on our white board as the objective for every supervisor to ensure their staff start and end the day with this type of smile on their own face. Some simple daily functions like a supervisor meeting at 1715 hrs each day to assess workload, what has frustrated staff today, what can we take away, what has stopped you serving the client has promoted much better communication.
This is not the end it is just the start and as things change we have to assess so we are running the business correctly, but nothing is more important than looking after our staff to then look after the client "better than anyone else would".
To summarise, we must never lose sight. The most important people are our staff and anyone in a supervisory or management position has a duty of care to ensure they have the best environment available to serve the client. Being assertive upwards, directly to me if necessary, is a key factor in company success and I am pleased to have experienced this over the past weeks from staff at all levels.
Labels: Core Values, Service, Staff
Thursday, 2 October 2008
YRC Logistics Southampton
I have a day booked at our Southampton facility on Friday 3rd Oct, as we are conducting some internal and client training on our PowerView PO System.
It is good timing as I have just seen a 30 day review on a section of new business they handled for a massive global company.
By offering daily air uplift the client has seen an immediate benefit in terms of their turnaround by 1.5% which has significant cash advantages as well as improve client satisfaction.
That seems for a good reason for an evening at Southampton Marina to celebrate.
It is good timing as I have just seen a 30 day review on a section of new business they handled for a massive global company.
By offering daily air uplift the client has seen an immediate benefit in terms of their turnaround by 1.5% which has significant cash advantages as well as improve client satisfaction.
That seems for a good reason for an evening at Southampton Marina to celebrate.
Labels: Air Freight, Communication, Consultancy, Freight, Service, Staff
Friday, 26 September 2008
European Development
One of YRC Logistics' key initiatives is to build more support for our clients in mainland Europe, as always, this is driven by our client needs.
To that note, I am very interested in speaking with highly talented professionals that have a deep knowledge in the German logistics market.
We can offer a really exciting future with a massive client base to develop in the region for the right person or team.
For more information please contact: uksales@yrclogistics.com.
To that note, I am very interested in speaking with highly talented professionals that have a deep knowledge in the German logistics market.
We can offer a really exciting future with a massive client base to develop in the region for the right person or team.
For more information please contact: uksales@yrclogistics.com.
Labels: Core Values, Email, Global Development Managers, Logistics, Recruitment, Sales, Service, Staff
Thursday, 25 September 2008
China Business Development Team
After a recent trip to our offices in China, Linda Yang and I are busy on our China Business Development plans. On that point, we are pleased to welcome Ellen Li to our team.
The basic objective for our China Business Development Team is to link our large organisation in Hong Kong and China with our European capabilities through a group of experts capable of understanding every specific need in this market.
More will follow on this as it develops.
The basic objective for our China Business Development Team is to link our large organisation in Hong Kong and China with our European capabilities through a group of experts capable of understanding every specific need in this market.
More will follow on this as it develops.
Labels: China, Communication, Freight, Global Development Managers, Logistics, Staff
Tuesday, 23 September 2008
Argentina Project
YRCL Argentina secured a large project movement recently.
If any YRC Logistics EU staff are interested to view details of a recent air charter project they can view via the company intranet.
The project consisted of 20 tons/6 units of over-sized mining equipment from China to Argentina by a chartered flight. The biggest piece was as large as 5.4m x 3.6m x 3.8m.
The flight departed Tianjin, China on July 31st and arrived at Comodoro Rivadavia Airport, Argentina on August 2nd.
If any YRC Logistics EU staff are interested to view details of a recent air charter project they can view via the company intranet.
The project consisted of 20 tons/6 units of over-sized mining equipment from China to Argentina by a chartered flight. The biggest piece was as large as 5.4m x 3.6m x 3.8m.
The flight departed Tianjin, China on July 31st and arrived at Comodoro Rivadavia Airport, Argentina on August 2nd.
Labels: Air Freight, China, Freight, Service, Staff, transportation
Friday, 12 September 2008
China update
Linda Yang and I have travelled to Shenzhen, Shanghai, Beijing, Wuhan and Qingdao over the last 2 weeks. We presented to 100+ JHJ staff from these locations, plus numerous other regional JHJ offices with our ideas on how we are going to build our Chinese Business Development team in Europe. I was overwhelmed by the intelligent and visionary discussions we had, I am excited about the proposed future plans and I am looking forward to working closer together. Prior to this overseas trip to China, I thought I had decent knowledge about our JHJ China joint venture, but now my eyes are truly opened.
We operate in many locations that other major multi national logistics companies do not. We actually rent office space to some of them and complete local services for them such as customs clearance and commodity quality checks. Our staff are intelligent, graduate educated and treat every shipment and client as though it is their own business. The management are passionate and treat their staff as though they are their own family, all in all, we have awe inspiring offices.
I met many great people including a wonderful professional in Qingdao who reads all my blogs so I must say hello. Hi Lucy Fan, it was great to meet you and thank you for developing your European expertise and looking after the needs of YRCL Europe and our clients the importers and exporters, and thank you very much for all your hospitality.
Lastly before I travelled to China I planned to reward any of our staff that stood out from my meetings in China. To that note I am proud to say that Martin Wall was given huge praise from many offices. It seems Martin has been able to not only provide great service and communication to our JHJ offices but he has understood the special needs to deal with this market. Martin and I have worked together for over 12years at YRCL and he does provide extraordinary service to our clients. Martin, I thank you and you will receive £500 as a special reward in your salary.
In a few hours I will be heading home with much to do, but also with much excitement about the future development of our China team in Europe.
We operate in many locations that other major multi national logistics companies do not. We actually rent office space to some of them and complete local services for them such as customs clearance and commodity quality checks. Our staff are intelligent, graduate educated and treat every shipment and client as though it is their own business. The management are passionate and treat their staff as though they are their own family, all in all, we have awe inspiring offices.
I met many great people including a wonderful professional in Qingdao who reads all my blogs so I must say hello. Hi Lucy Fan, it was great to meet you and thank you for developing your European expertise and looking after the needs of YRCL Europe and our clients the importers and exporters, and thank you very much for all your hospitality.
Lastly before I travelled to China I planned to reward any of our staff that stood out from my meetings in China. To that note I am proud to say that Martin Wall was given huge praise from many offices. It seems Martin has been able to not only provide great service and communication to our JHJ offices but he has understood the special needs to deal with this market. Martin and I have worked together for over 12years at YRCL and he does provide extraordinary service to our clients. Martin, I thank you and you will receive £500 as a special reward in your salary.
In a few hours I will be heading home with much to do, but also with much excitement about the future development of our China team in Europe.
Monday, 1 September 2008
Employee Appreciation Week
Last week was employee appreciation week at YRCL. Our locations used various methods to say thank you to our staff including breakfast and lunches, visual thank you messages and a reflection by the management in meetings 'what more can we do for our staff'.
Ensuring staff are challenged, motivated and satisfied is paramount to any business and we hope that by having open dialogue our staff can directly contribute to making their environment feel like this. The aim is that the appreciation week should be ongoing not just for last week and that I am personally accessible to all our staff.
Ensuring staff are challenged, motivated and satisfied is paramount to any business and we hope that by having open dialogue our staff can directly contribute to making their environment feel like this. The aim is that the appreciation week should be ongoing not just for last week and that I am personally accessible to all our staff.
Labels: Core Values, Feedback, Staff
Thursday, 28 August 2008
New Sales Join the Team
As part of our aggressive development and expansion plans I am very excited to have 2 new additions to our sales team. We have recently developed a new sales recruitment process and we believe the new selection criterion is very challenging and only the very best will succeed through the various interviews, tests and activities. Only a couple of weeks ago we had a seemingly positive candidate who performed well in the first interview, but their weaknesses were exposed in the second interview & activity. We also have seen some candidates who did not want to return for the second interview as they did not feel comfortable presenting YRC Logistics back to us, which is concerning considering this will be part of there normal job function. In the past I believe we may/would have employed these candidates and it would have been a costly mistake. In short we are continuing to upgrade our skill set and only the very best will be accepted. So it is with great pleasure that 1 person has already made it through this new process and I know that he will contribute to the continued success of YRC Logistics EU.
Mike Metcalfe (London Heathrow)
Mike has 25 years experience in transportation and sales, he recently joined YRC Logistics from one of the largest independent commercial vehicle hire and sales company’s where he successfully used his consultative sales skills to secure large fleet contracts with major transport logistics’ companies in and around LHR.
Previously involved in logistics and transportation as well as extensive experience in the domestic parcel industry, Mike was responsible for heading up the national sales team for Interlink Express Parcels Ltd the first successful franchised national parcel delivery Company working closely with the MD implementing a national sales strategy which led to the company being successfully sold for £50 million. Mike has worked for some key names where he has successfully used his sales experience in providing solutions for a myriad of clients and industry sectors. In his current role Mike’s primary focus is on securing substantial sized clients that will contribute to the continued success of YRC Logistics EU.
Mike Metcalfe (London Heathrow)
Mike has 25 years experience in transportation and sales, he recently joined YRC Logistics from one of the largest independent commercial vehicle hire and sales company’s where he successfully used his consultative sales skills to secure large fleet contracts with major transport logistics’ companies in and around LHR.
Previously involved in logistics and transportation as well as extensive experience in the domestic parcel industry, Mike was responsible for heading up the national sales team for Interlink Express Parcels Ltd the first successful franchised national parcel delivery Company working closely with the MD implementing a national sales strategy which led to the company being successfully sold for £50 million. Mike has worked for some key names where he has successfully used his sales experience in providing solutions for a myriad of clients and industry sectors. In his current role Mike’s primary focus is on securing substantial sized clients that will contribute to the continued success of YRC Logistics EU.
Labels: Freight, Global Development Managers, New business, Sales, Staff
Monday, 18 August 2008
I love Scotland
As a passionate Leeds United fan I have always been grateful to a past era of geniuses that played in the Don Revie period Lorimer, Gray, Bremner etc. I know that may be a dangerous statement as for some reason Leeds are still the most despised club in England.
In any case my love affair with Scotland will continue when I visit our truly world class operation in Glasgow next week. I have just seen the results from one of our largest clients, with stock held in our facility worth of over USD 3 million dollars, we recently transferred onto Oracle and we then performed a full physical inventory check with them. The result was a stock discrepancy of USD 2k, less than 0.07%.
At YRCL we are passionate about providing outstanding client service and in true YRCL tradition, I cannot wait to meet the Scottish team later this week to celebrate with them.
In any case my love affair with Scotland will continue when I visit our truly world class operation in Glasgow next week. I have just seen the results from one of our largest clients, with stock held in our facility worth of over USD 3 million dollars, we recently transferred onto Oracle and we then performed a full physical inventory check with them. The result was a stock discrepancy of USD 2k, less than 0.07%.
At YRCL we are passionate about providing outstanding client service and in true YRCL tradition, I cannot wait to meet the Scottish team later this week to celebrate with them.
Labels: Core Values, Freight, Scotland, Staff, warehouse
Tuesday, 12 August 2008
I am back and refreshed
I am back and refreshed from a 2 week family vacation in sunny Spain and being an avid sports fan I am keen to start watching the Olympics. I did manage to catch the opening ceremony and what an awesome experience that must have been if you were there live. I am actually going to China in September as with our growing China presence we are setting up the next stage in Europe for our China Business Development team. I am also really excited to view YRC Worldwide advertised on tv during the Olympics coverage, they can also be viwed by following http://yrcw.com/press/video/index.html. All the speakers are YRC Worldwide staff and a few are from YRC Logistics EU. I just hope I don't lose them to television contracts!
PS - we are still looking for more China logistics experts to join our fast growing team please contact muhammad.shah@yrclogistics.com or leave a comment for more information.
PS - we are still looking for more China logistics experts to join our fast growing team please contact muhammad.shah@yrclogistics.com or leave a comment for more information.
Labels: China, Freight, Olympics, Staff
Friday, 1 August 2008
Customer Service - How not to do it!
Before I went on Holiday, I ordered 2 new tyres for my car and arrived at 0820, 10 minutes before opening, to try and beat the queue at a well known tyre specialist. lets call them Fit Fast.
A middle age guy came in to the Fit Fast after me explaining he had some work completed yesterday, which took hours, and had order another tyre to be fitted today. He advised to Fit Fast he was told to arrive at 0830 and he would be given immediate service. Guess what? There were already 10 people in front of him. In an open reception he blew a gasket (excuse the pun) and after much shouting asked for his money back on the tyre he had ordered and duly drove away, presumably with his bald tyre.
I could understand his anger but actually felt very sorry for the receptionist. They obviously were not trained in how to deal with this guy, there was no private area to discuss the issue so it was very public, very embarrassing and the receptionist obviously did not have the power to change anything. To me, as I am sure to everyone in a service industry, it is very simple - communication.
From a customer point of view a timed booking system would be ideal but I can understand in this environment why that may not viable. How about clear information on how the walk in system works, some visuals to show the peaks each week/month so customers can make informed decisions on the best time to avoid large queue (this would actually help with Fit Fast's own time management), a private room to escort clients in case there is a problem, training and empowerment to staff to solve these type of simple problems. Like I said as well as feeling sorry for the angry customer I did really feel sorry for the staff member as he obviously had no chance of solving this and I am sure the same could happen tomorrow. How long is he going to stay at that job?
A middle age guy came in to the Fit Fast after me explaining he had some work completed yesterday, which took hours, and had order another tyre to be fitted today. He advised to Fit Fast he was told to arrive at 0830 and he would be given immediate service. Guess what? There were already 10 people in front of him. In an open reception he blew a gasket (excuse the pun) and after much shouting asked for his money back on the tyre he had ordered and duly drove away, presumably with his bald tyre.
I could understand his anger but actually felt very sorry for the receptionist. They obviously were not trained in how to deal with this guy, there was no private area to discuss the issue so it was very public, very embarrassing and the receptionist obviously did not have the power to change anything. To me, as I am sure to everyone in a service industry, it is very simple - communication.
From a customer point of view a timed booking system would be ideal but I can understand in this environment why that may not viable. How about clear information on how the walk in system works, some visuals to show the peaks each week/month so customers can make informed decisions on the best time to avoid large queue (this would actually help with Fit Fast's own time management), a private room to escort clients in case there is a problem, training and empowerment to staff to solve these type of simple problems. Like I said as well as feeling sorry for the angry customer I did really feel sorry for the staff member as he obviously had no chance of solving this and I am sure the same could happen tomorrow. How long is he going to stay at that job?
Labels: Communication, Service, Staff
Thursday, 10 July 2008
Moving Freight Around The World - It is Easy?
I needed to get directly involved in some important freight movements this week. It served as a great reminder to me how important people are. Some of the challenges I faced included amending air waybill destinations, terminating a through air waybill at the transit point, express freight and call China export shed at 4am to make sure a shipment had been loaded.
All areas that are bread and butter to move a shipment around the world especially when the reasons for airfreight are just in time because of a factory break down or similar emergency. I probably irritated some of our UK and global team with constant questions, but I saw again that our industry is a people industry. People in London talking to people in China to make the difficult happen. Even my 13 year old son, who thinks everything I do is boring, said "It was cool that I was talking to people around the world". When our best asset is our people, we must work hard to make sure that we look after it.
All areas that are bread and butter to move a shipment around the world especially when the reasons for airfreight are just in time because of a factory break down or similar emergency. I probably irritated some of our UK and global team with constant questions, but I saw again that our industry is a people industry. People in London talking to people in China to make the difficult happen. Even my 13 year old son, who thinks everything I do is boring, said "It was cool that I was talking to people around the world". When our best asset is our people, we must work hard to make sure that we look after it.
Sunday, 6 July 2008
Do you have the X factor?
We have aggressive expansion plans across the UK and are looking for talent. So move over Simon Cowell and friends, there is a brand new team of talent spotters in town and they are looking for you if you have the X factor.
We are looking for the best sales and operational people in the industry to come and share in our vision. Due to our continued success and ambitious plans for explosive growth we are holding a series of ‘talent’ road shows around the country. We would like to hear from the best people in the industry or those who can aspire to that title. We demand the exceptionally high standards that you would expect from a service focused company and offer first class rewards for those who can demonstrate their ability to deliver. If you can demonstrate that you have the talent and are interested in meeting with YRC Logistics then please contact me directly or email james.clark@yrclogistics.com
We are looking for the best sales and operational people in the industry to come and share in our vision. Due to our continued success and ambitious plans for explosive growth we are holding a series of ‘talent’ road shows around the country. We would like to hear from the best people in the industry or those who can aspire to that title. We demand the exceptionally high standards that you would expect from a service focused company and offer first class rewards for those who can demonstrate their ability to deliver. If you can demonstrate that you have the talent and are interested in meeting with YRC Logistics then please contact me directly or email james.clark@yrclogistics.com
Labels: Recruitment, Sales, Staff
Wednesday, 2 July 2008
Keep it simple
Small staff frustrations can result in failing a client. It could be as simple as a staff member needing some guidance to serve their client but not knowing where their supervisor is, which could result in a delay in answering the client or even worse, an incorrect solution being provided.
Not telling your direct reports where you are may seem minor, but I think it is important and I know that I have been guilty of not always telling people where I am in the past, so starting with me, I have promised my direct reports plus other key staff that may need me, that I promise them that if they do not get a message from me to say I am out of the office and where I am, as well as ensuring that if i am not contactable I advise who they should speak to instead, I will make a charity donation. I have asked all my direct reports to join me in this initiative and look forward to seeing the results.
Not telling your direct reports where you are may seem minor, but I think it is important and I know that I have been guilty of not always telling people where I am in the past, so starting with me, I have promised my direct reports plus other key staff that may need me, that I promise them that if they do not get a message from me to say I am out of the office and where I am, as well as ensuring that if i am not contactable I advise who they should speak to instead, I will make a charity donation. I have asked all my direct reports to join me in this initiative and look forward to seeing the results.
Labels: Minimum Service Standard, Service, Staff
Monday, 23 June 2008
Overseas Visit
We had hectic week with our President and CEO, Jim Ritchie in town. As well as the normal type of agenda with review and strategy meetings, we had a late night at the IFW awards where we were finalists in People Development and Business Improvement categories.
Jim always takes time to speak too as many staff as he can and uses group meetings to share general information about the company plus encourages open questions. I am sure some companies may be reluctant to do this, but I have seen these meetings many times opening important areas of debate. As leaders this may sometimes be uncomfortable but listening to our staff is always very beneficial and it personally gives me a boost of energy.
Jim always takes time to speak too as many staff as he can and uses group meetings to share general information about the company plus encourages open questions. I am sure some companies may be reluctant to do this, but I have seen these meetings many times opening important areas of debate. As leaders this may sometimes be uncomfortable but listening to our staff is always very beneficial and it personally gives me a boost of energy.
Labels: Communication, Feedback, Staff
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
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