Thanks for your efforts with quality!
We finished October a point and a half better than last year
for military business. We are committed to raising rates and the only way we
can do this is by maintaining a competitive Best Value Score through
quality work and good scores. We struggled a little this summer when
volume was high, but we are back doing what we need to do. Everyone of us
has a role in making this happen:
·
I need to ensure we have rates where drivers and
agents make money, and we have enough authorities to keep booking all year.
·
Operations needs to put the best drivers and
agents available on every job. We work together to provide feedback to agents
and drivers who are not meeting standards. If you are not sure of
your quality scores, go to the Service Quality Evaluation Scores website
or contact Steve Filonow.
·
Customer Care needs to ensure information is
passed between the drivers, packers, and the customer. Removing surprises
equals quality. If Customer Care representatives are calling, it is because
someone has a question. We are not bugging … but we are filling in
information.
·
Lastly, our drivers and agents are performing
the blocking and tackling. Winning every job starts with the
basics. Too often we rush and forget the basics and a customer is
dissatisfied.
Professional development is a cornerstone to winning in
sports and business. Arpin provides this in several ways. Our compensation
schedule and rates gives you the opportunity to do the job
right. Secondly, we provide the feedback for each agent and driver to
assess performance and make the improvements necessary to win every
job. Lastly we give you the tools through the Arpin Moving Academy and
Arpin PrimeSource® to go on every job with the best training in the
industry and the best technology available.
No comments:
Post a Comment