Author Archive

Cheer during the Christmas season

December 29, 2009

By Nick Reed

During this time of season, it is important to know what matters most. Christmas has always been a season of giving, sharing and showing love. With today’s economy, that joy has been diminished because of the uncertainty of rising unemployment and insecurity about what tomorrow may bring. Even with job security, there is a need to scale back and save more just in case the unexpected happens.

But there may be surprising benefits to even this economy; namely, recognizing and appreciating the gifts that we already have in our lives — our families, our friends, and the love and warmth that being with them provides all year long.

They say, true happiness comes from within. If that’s true, what’s within should be shown on the outside. That is one of the main ways to show cheer during this season. Happiness should be something that you wake up with every morning.  Just the fact that you were able to wake up should put some type of joy on your face. A driver with our company once said, “Another day, another way”. With that type of mentality, you see things from a different perspective. If we are always seeking another way, then our days are filled with the happiness of good things to come no matter how our day is going.

I can say from personal experience that being positive just rubs off on those around you, especially in the high-stress environment of a call center. My first responsibility is to our customers and their business. If my attitude stinks then that carries on in the responses I receive. 

Oftentimes, I can make the job easier just by my response to a situation. That can change the whole atmosphere for everyone. The word cheer as defined by Webster’s dictionary means “a source of joy or happiness; a comfort” 

Can people look at you as a source of comfort? This year, move out of your comfort zone and put the correct face to the season.  Let’s not be engulfed in ourselves but show them the real meaning behind the season.  No matter what happens or what may come, let’s enjoy this season that only comes around once a year. Let’s be the joy and happiness and the comfort that we desperately need during this time and show the real meaning behind Christmas. It’s not about what you receive, but what you give. Let’s give a spot of cheer this year and watch it come back to you!

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Evolving Our Business in a Changing Industry

December 10, 2009
By Scott and Aaron

As the delivery / logistics industry evolves, so does Reliable Delivery.  We are constantly looking ahead, researching, and planning to take the next step that will continue to make our company competitive.  When faced with adversity – we react.  But more importantly, when opportunity knocks, we open the door.  Recently, a door has opened to the world of Third Party Logistics (3PL) Warehousing.

Recently, two members of Reliable Delivery’s Leadership team had the opportunity to attend the 2009 IWLA Essentials course in Dallas, Texas.   The IWLA (International Warehouse and Logistics Association) is a trade association of warehouse logistics providers that helps members run high-quality, profitable businesses.  The course covered topics such as marketing and sales, warehouse law, information technology, layout, insurance, safety, cost/rate development, real estate, and current and future directions of the industry.  The course, while technically designed for larger 3PL members, provided us with the ability and knowledge to expand our business in this direction.

Knowledge and ability are useful tools.  But the contacts we met and the hundreds of years of experience they possess in the industry have proven to be the most useful tools taken from the Conference.  Many who attended have been multiple times.  The first time they attended, their situations were similar to ours.  They come back to refresh their knowledge base but also, and some say more importantly, to network with others.

After four days of courses, and several hours of networking, we formed friendships with our classmates.  It is comforting to know that when we have a question about a specific aspect of our expanding 3PL business, that help and advice is just a phone call away.  Hopefully, these friendships will become business partnerships as well.  And eventually, when we attend another conference, we’ll be the contact, the friend, the business partner that another expanding logistics company is looking for.

Piece by Piece : Building a Powerful Team

November 3, 2009

RELIABLEPUZZLE2“The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.”
— Theodore Roosevelt

“It is amazing what can be accomplished when nobody cares about who gets the credit.”
— Robert Yates

“The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be worth a dime.”
— Babe Ruth

So how do you build a great team?  How you answer this question can make or break your business.  The answer, however, is not universal.  Different strategies and management philosophies can be used to achieve this goal.

The leadership team at Reliable Delivery meets on a monthly basis specifically to make this happen.  During these meetings we brainstorm around business issues.  The team, as a whole, comes up with the best solutions.  The guiding principle to the meetings is simple: Everyone has a voice on the team and, together, we influence the direction of our delivery company and shape our culture.

When you empower each team member to make a difference, the results can amaze you.  Every team member has a specific talent.  Assigning tasks according to specific talents produces results.  By recognizing the abilities of each team member at Reliable Delivery, a sense of pride, and ownership of their work is developed.  And when you own something, you tend to take better care of it.  This is how our team is built.  Working together in this way, we’re able to more quickly produce results for our customers. 

Reliable Delivery is always making strides to improve our business while delivering exceptional customer service.  That is our culture and that is something that every team member strives to achieve.

 

How do you build great teams?  Please comment below, email us at blogeditor@reliabledelivery.com or connect with us on Twitter at twitter.com/reliabledeliver.

Call Center Connections

September 17, 2009

If you’re anything like me, the thought of calling a call center to place an order or address an issue immediately causes migraine headaches.  Everyone has experienced a personal call center disaster that they never want to reoccur.

More often than not, a call to a customer service line will connect you to someone half-way around the world or to a front-line CSR (Customer Service Representative) who doesn’t have the authority or tools to help you in the moment.  After 15 minutes of office transfers, repeating information to one person after another, or being told that the one and only thing you need can’t be handled through them, but if you call another number … you get the idea.  The end result is the connection with the customer is lost and getting it back will take twice the work as finding a solution for their needs the first time around.

Through both booming and struggling economic conditions, Reliable Delivery has always valued the connection that the call center has made with our customers.  All call center employees are trained in the basics of customer service – but it doesn’t stop there.  All CSR’s are enrolled in off-site training, seminars, and in-house customer service training programs.  The latest seminar the Reliable Delivery call center team attended was hosted by Fred Pryor.  The seminar titled “How to Deliver Exceptional Customer Service” not only improved our customer service skills but also strengthened the bond that our team already shared with one another.  Managers and members of our Leadership Team have graduated from Dale Carnegie Business Training.  We take the principles that we learned and pass them on to our CSR’s.  This concept of continuous improvement helps empower employees to continue evolving and learning.  The bond that is built with the team is passed on to each and every caller as we gain experience and knowledge.

The customer-first culture at Reliable Delivery encourages all employees to make connections with customers.  Immediately recognizing a happy, helpful voice does wonders for both customer and center employee alike, but having that helpful voice provide you an immediate solution, without making three or four stops in between, does some pretty amazing things to customer relationships as well.

Visit our website at www.reliabledelivery.com to find the logistics/transportation solution you’ve been looking for.

Interested in Fred Pryor Seminars?  Visit www.pryor.com

Interested in Dale Carnegie Training?  Visit www.dalecarnegie.com