united van lines - leader

15
April 2011 Volume 21, Number 4 Horizon Delivers Angel to Tucson Click here to read more

Upload: horizon-moving-systems

Post on 31-Aug-2014

1.131 views

Category:

Real Estate


0 download

DESCRIPTION

This newsletter published by United Van Lines, the world's largest van lines contains pictures and an article relating to the transportation and dedication of a steel angel created by artist Lei Hennessey Owen in honor of Christina Taylor Green who was killed in a brutal attack on Senator Gabby Giffords in Tucson in January 2011.

TRANSCRIPT

Page 1: United Van Lines - Leader

April 2011 Volume 21, Number 4

Horizon Delivers Angel to Tucson Click here to read more

Page 2: United Van Lines - Leader

In this issueClick on a headline to jump to story

> Horizon Delivers Angel to Tucson

> Suddath Supports Mud Run

> Clancy Hosts Blood Drive

> City Moving Systems Donates Services to Coyote Central

> Fry-Wagner Assists with Tornado Relief Efforts

> A-Mrazek Teams Up with St. Louis Cardinals for Recycling Event

> In The Mail

> From Chairman Dan McCollister

> Agent of the Month

> Agent Anniversaries

> Submissions

> From UniGroup President Rich McClure

2Leader April 2011 Volume 21, Number 4

Page 3: United Van Lines - Leader

Horizon Delivers Angel to Tucson

Earlier this month, Horizon Moving Systems, Tucson, Ariz., transported and delivered a very special angel statue, from Pennsylvania to its permanent home in Arizona. The statue was dedicated to the youngest victim of the Tucson shooting spree, Christina-Taylor Green, born on Sept. 11, 2001.

The statue is 9-feet, 11-inches tall and made of steel recovered from the Twin Towers and Pentagon 9/11 terrorist attacks.

Horizon van operator Bob Caprari loaded and moved the statue, as well as a 5 ½-foot I-beam piece of steel from the Twin Towers and a 3 ½-foot I-beam from the Pentagon, and

flagstone from the Flight 93 crash site.

The I-beam from the World Trade Center was picked up from a hangar at John F. Kennedy International Airport. The steel from the Twin Towers was donated by the Port Authority of New York and New Jersey, which owns the trade center site.

The statue made several stops during its journey across the country, including a stop in Fenton, Mo., at the UniGroup Home Office.

The statue was, Friday, April 1, and permanently installed in the outfield of a ballpark renamed in memory of 9-year-old Christina-Taylor Green.

The dedication ceremony was attended by members of the Horizon team, including Bruce Dusenberry, CEO and Vinay Kulkarni, COO.

The ballpark was a favorite location of Christina-Taylor, who was the only girl on her Little League team. One of her goals was to become a professional ball player when she grew up.

Left: Vinay Kulkarni, Horizon COO; Bob Caprari, Horizon Van Operator and Bruce Dusenberry, Horizon, President at the site of the angel statue. Right: The angel statue in its new, permanent home in Tucson, Ariz.

< Back To Index 3Leader April 2011 Volume 21, Number 4

Page 4: United Van Lines - Leader

Suddath Supports Mud Run

For the second year in a row, Suddath Relocation Systems, Jacksonville, Fla., was the presenting sponsor for the Multiple Sclerosis Jacksonville Mud Run event. The Mud Run is a 10k race, with boot camp style obstacles that are surrounded by or consist entirely of mud.

Suddath was integral in the sponsorship, transportation of equipment and local coordination of the event. More than 100 Suddath employees got muddy and participated in the race or volunteered their time at the event. Suddath volunteers manned the “The

Leap of Faith,” which consisted of runners making a seven-foot leap from a wooden platform into a big muddy pool.

“This was such a fun and unique event to be a part of,” said Amy Brewer, Suddath Mud Run participant and manager of customer service and vendor management for Suddath Government Services. “The best part about this event is that while you’re having an amazing time, you’re raising money for a great cause,” said Brewer.

Left: Members of Suddath's marketing team take a muddy plunge. Right: Suddath Government Services team members prepare for the mud run.

< Back To Index 4Leader April 2011 Volume 21, Number 4

Page 5: United Van Lines - Leader

Clancy Hosts Blood Drive

Recently, Clancy Moving Systems, Patterson, N.Y., held its first Blood Drive with the New York Blood Center mobile bus. Clancy invited its employees and the local Patterson community to donate at the New York Blood Center Bus at Clancy's office.

Clancy saw the blood drive as opportunity to be a part of and give back to the Patterson community. At the end of the day the New York Blood Center said they received 31 donors and that was “truly impressive." Clancy Moving hopes to hold another Blood Drive in the Fall.

Clancy Vice President of Marketing & Sales Jim Carey and employee Charlie Douglas (right) donate blood during Clancy's Blood Drive.

< Back To Index 5Leader April 2011 Volume 21, Number 4

Page 6: United Van Lines - Leader

City Moving Systems Donates Services to Coyote Central

City Moving Systems, Seattle, Wash., donated its time and services to Coyote Central, an after-school arts program for children ages 10-14. City Moving Systems assisted Coyote Central with its move from the Madison Valley area to the Central Seattle area.

City Moving Systems became involved when one of its employees, familiar with the non profit organization, asked about possibly helping the organization.

With a crew of five, City Moving Systems used two straight trucks to complete the move, which included office supplies and furniture. Coyote Central operates on donations and grants, recognizing the significance of the organization's work in the community and with limited funds at their disposal, City offered to provide moving services to Coyote Central at no charge.

City Moving donated time and resources to help non profit organization Coyote Central move offices.

< Back To Index 6Leader April 2011 Volume 21, Number 4

Page 7: United Van Lines - Leader

Fry-Wagner Assists with Tornado Relief Efforts

On April 22, the St. Louis area's most powerful tornado in 44 years ripped through a densely populated suburban area, destroying up to 100 homes and hitting Lambert Airport, shattering hundreds of panes of glass at the main terminal and blowing a shuttle bus on top of a roof.

Beginning early the next morning, Fry-Wagner Moving and Storage, St. Louis, Mo., sent crews to the affected areas to provide water, relief, support, and relocation services to those in need. It was the most powerful tornado in metropolitan St. Louis since 1967.

After the tornado hit the St. Louis area, Fry-Wagner responded with relief efforts.

< Back To Index 7Leader April 2011 Volume 21, Number 4

Page 8: United Van Lines - Leader

A-Mrazek's Teams Up with St. Louis Cardinals for Recycling Event A-Mrazek Moving Systems, St. Louis, Mo., teamed up with the St. Louis Cardinals for an electronics and appliance recycling drive to celebrate Earth Day.

The five-day event, in collaboration with WITS non profit organization, and the Partnership for Downtown St. Louis, was held over five days. Fans dropped off unused or unwanted electronic equipment and appliances free of charge.

In return, the first 1,000 fans to donate each day received a voucher good for a discounted Cardinals ticket. Donors were also entered to win a iPad or laptop from WITS.

A-Mrazek President David Sabada with Fred Bird, St. Louis Mayor Francis Slay and with a representative from the recycling center, at the electronics and appliance drop-off site.

< Back To Index 8Leader April 2011 Volume 21, Number 4

Page 9: United Van Lines - Leader

Mesa Systems, Denver, Colo.I wanted to let you know of the wonderful service I have received from two employees in your office, Nan Pancello and Kim Kirby. Five years ago, my husband and I moved from Colorado to California . My husband contacted your company and worked with Nan Pancello. Our move went fantastically, and we could not have been happier. Well five years later, we are finding ourselves moving back to Colorado. Unfortunately, we had misplaced the previous paperwork and could not remember who had serviced us prior but my husband was determined to have Nan again. I looked up your number and contacted Nan who remembered who we were and was so happy to hear that we would be moving back. Once again, Nan, with the help of Kim, has given us the best service and has orchestrated our move beautifully. Nan is a wonderful employee, and you are truly lucky to have her working for your business. We will forever recommend your company and continue to use them for all of our relocation needs.

Fry-Wagner Moving and Storage, Kansas City, Kan. I want to let you know that your team has not disappointed me, and I have received excellent care from everyone. I have copied everyone that has either called me, sent me emails or came by today while Marc and Rod packed my stuff. I do hope I have not forgotten anyone but "thank you" to everyone! I also want to say how much I enjoyed your A-Team, Marc and Rod. As you know, having to move and having people pack your things can be a bit stressful but once I met them, I relaxed. They are polite and have great sense of humors, which I really appreciate. I appreciated their professionalism.

Conejo Valley Moving & Storage, Simi Valley, Calif. I wanted to write this letter and let you know how completely satisfied we are with the results of our third move with Conejo Valley Moving & Storage. From the first phone call, when I spoke with Karen to the professionalism of Donald Walta to Ben, Boyd and Blake who took such care with our items, it has been a pleasure. We all know that moving can be, and usually is, traumatic, but my husband and I are truly grateful to all of you for making it less so. Thank you again, and we wish you nothing but the best in the future.

In The Mail

continued

< Back To Index 9Leader April 2011 Volume 21, Number 4

Page 10: United Van Lines - Leader

In The MailHilldrup Moving and Storage, Stafford, Va. My husband and I recently relocated from Danville, Pa., to Lexington, Mass., and used Hilldrup for the relocation. I selected Hilldrup because we had relocated from Gladwyne, Pa., to Danville, Pa., in the summer of 2008 and our experience had been so positive. The service and professionalism of the Hilldrup staff in 2008 influenced our decision to select Hilldrup again despite being more expensive in terms of moving estimates. We were again delighted by the efficiency, professionalism, and responsiveness of the team which included Tina Fitton who coordinated the move and Jose Espinal, who was the professional driver and head of the moving crew (which included Marvin, Pablo, Carlos, and Cesar). My husband is the CEO of a hospital system and commented on the diligence, work ethic and discipline of the team. We were exhausted watching them work tirelessly in very cold weather and in difficult circumstances with snow and ice in the street and in my driveway. The team was reassuring, completed the work in an efficient and organized manner. None of the staff ever complained or seemed to take a break during

the long work days. Both phases of the trip - in terms of the packing and unpacking - were done by Jose and his crew and I hope you will recognize their talent and professionalism in some way. Tina had been the coordinator for my move in 2008, and I was pleased that she could take on the role for this recent move. She responded to emails in a timely way, offered to give her cell phone to me on the weekend that I moved, and was always pleasant, reassuring and helpful. These members of your organization deserve recognition and praise. I have recommended Hilldrup to other physicians and professionals. Moving is quite stressful but your staff makes the process much more manageable. Thank you for your attention to this matter.

City Moving Systems, Seattle, Wash.I wanted to let you know that the delivery and unpacking of our household items went very smoothly. Thank you for all of your help through this process. Myra Mickels was incredibly helpful, responsive, and knowledgeable, and I hope you know how appreciative I am of everything you did to make the move go smoothly. Your coordination was invaluable. Thanks again.

< Back To Index 10Leader April 2011 Volume 21, Number 4

Page 11: United Van Lines - Leader

From Chairman Dan McCollister

We're Never Too Busy for Quality Customer Service

Peak season is upon us, and as we gear up for the busiest time of the year, there is no better time to remember our commitment to our customers. Their satisfaction is the driver of our business and one of the keys to accomplishing our strategic vision of creating customers for life.

Customers know United for its quality service. We set the standards for expert movers who deliver on time and communicate effectively with customers every step of the way. A busy summer is no excuse for service failures. Customers expect a quality move regardless of the time of year.

Last year, we were challenged by the increase in business and low levels of capacity. You’ll be glad to know the Home Office Operations team has been planning for this summer since the end of the last one. They’ve updated communication systems, added alternative forms of capacity and have recruited and trained an experienced operations staff to help out over the busy summer months.

The changes at the Home Office should help alleviate some of the challenges we experienced last summer, but the Home Office cannot do this alone. It’s you who book the business, coordinates the move and packs, loads and transports the customers’ goods. It’s you who hires the drivers and adds the capacity. You, the agency family, are on the frontlines serving our customers. With this in mind, here are the top ten things you can do this summer, to provide quality customer service:

10. Add capacity. Without trucks, containers, drivers and qualified labor, it’s difficult to move your customers’ goods. Add equipment and drivers for the season.

9. Know your capacity. Once you’re finished adding equipment, drivers and labor, know how much business you’re capable of accepting. Don’t take more business than you can manage.

8. Do training. Now is the time to thoroughly train new crew members and for veterans to brush up on their skills. Get ready to provide quality customer service before business picks up.

continued

< Back To Index 11Leader April 2011 Volume 21, Number 4

Page 12: United Van Lines - Leader

7. Do background checks. Make sure that all of your crew members are background checked and have a service crew ID.

6. Review other agents' scores prior to choosing for services. Look at the star ratings and pick quality agents to help out on a move. Every piece of the puzzle affects all the others. If the OA work was poor, it could affect the customer’s feeling about the entire move.

5. Register early. Put your shipments in the system as soon as you book them. More time to plan often leads to better service.

4. Keep in touch. Let the Home Office know when you’ve reached capacity. That will help them effectively and efficiently coordinate shipments.

3. Use alternative forms of capacity. Trucks won’t always be available. Be open to using containers and the CareVan program to service your shipments.

2. Communicate. If we communicate with our customers, they will often understand that problems arise from time to time during a move, which is why the move coordinator is the single biggest factor driving our willingness to recommend scores.

1. Operate safely. No matter the circumstances, we must follow hours of service rules and other regulations to ensure that the public, our van operators, our customers and their possessions are safe. If we fail to do that, nothing else matters.

It’s time to learn from the challenges of last summer and ultimately put them behind us. I’m confident that our agency network- the best in the business- will come together and to meet the increasing demands for our services with the type of quality and care for our customers that they have come to expect from United.

From Chairman Dan McCollister

We're Never Too Busy for Quality Customer Service

continued

< Back To Index 12Leader April 2011 Volume 21, Number 4

Page 13: United Van Lines - Leader

Agent Anniversaries55 YearsAmerican Moving & Storage Alamogordo, N.M.

Hughes Relocation Services Philadelphia, Pa.

30 YearsEscanaba Moving Systems Escanaba, Mich.

25 YearsHorne Moving Systems Goldsboro, N.C.

20 YearsArmstrong Relocation Houston, Texas

Smith Dray Line & Storage Columbia, S.C.

Smith Dray Line & Storage Greenville, S.C.

Smith Dray Line & Storage Asheville, N.C.

10 YearsRossiter Relocation Services San Francisco, Calif.

5 YearsSuddath Relocation Systems Nashville, Tenn.

Agent of the MonthFebruary WINNER Liberty Moving & Storage Commack, N.Y.

RUNNER-UP Christofferson Moving and Storage Beloit, Wis.

SubmissionsSubmit your agency’s stories, photos and customer letters to Nicole Stuever ([email protected]).

< Back To Index 13Leader April 2011 Volume 21, Number 4

Page 14: United Van Lines - Leader

From UniGroup President Rich McClure

Undercover Lessons Uncovered

Along the way I learned that I’m not as good of shape as I thought I was; I can be dangerous with a loaded tape gun; and my talkative nature can be troublesome on the job. In fact, I have yet to receive any calls asking for my help moving customers this summer. Sharon, on the other hand, has already received three calls asking for help in claims departments.

While this experience gave me a dose of humility when it comes to the physical aspects of the moving business, I learned about other challenges you face each and every day. Before my undercover experience, I knew that the men and women who represent United across the country are talented and hardworking, but I learned that you all are even more dedicated than I already knew. Your jobs are challenging. Not only are they often physically demanding,

but they are emotionally demanding as well. You’re not just moving a customer’s belongings, you’re also serving as a counselor and a trusted friend through one of life’s most stressful events.

I've been fortunate to have many teachable moments in my life. Sometimes I get to be the teacher. During my experience undercover, I had the privilege of a teachable week- and I was the student. My time getting to know the workers on the frontlines reminded me that I am called to serve. I want to wake up each day and do a good job for each of you, the members of our agency family and for our customers who turn to us to help them through some of life’s most stressful events.

These lessons were so valuable that I’ve decided

to share that experience with other members of the Home Office team. I recently announced the Walk a Mile in My Shoes program. The Home Office Agency Development team is working to pair Home Office associates with agent volunteers. The Home Office associates will spend several days at an agency location working side-by-side with frontline workers, just as I was able to do. Participating agents will have the opportunity to provide valuable feedback directly to the people who serve them at the Home Office. And when the associates return to the office, they will share what they’ve learned with their managers and other associates. It is my hope that this program will help us better serve you- our agent customers.

In addition to what I learned about the jobs in the agency family, I learned even more about

As we all gear up for the busy summer season, I’ve been reflecting on my time working on the frontlines. As most of you know, my wife Sharon and I recently had the unique opportunity to work undercover with several members of the agency family to gain first-hand knowledge about what it’s like to do your jobs.

continued

< Back To Index 14Leader April 2011 Volume 21, Number 4

Page 15: United Van Lines - Leader

From UniGroup President Rich McClure

Undercover Lessons Uncovered

the character of the people who do the work. All of the people I encountered inspired me. Many of them believe that they’re placed on this earth for a reason, and they are consistently going the extra mile to serve their families, their communities and their customers. They had truly inspiring personal stories, and they opened my eyes to some of the financial need that exists. For that reason, we have created the Movers Care foundation. This foundation is intended to help members of the agency family during times of financial need such as a critical illness or natural disaster. We are currently going through the process of establishing the foundation, setting up a board of directors and creating the guidelines by which assistance can be provided. You all have already helped fund this important effort. At the 2010 Convention, we held an auction and raised $30,000 which will be part of this fund. I know that you will continue to generously support the foundation when you’re able.

My experience undercover was one that I will never forget. I learned more than I could have ever imagined about our agency family, the

jobs that you do, our company and myself as a leader. This experience and the lessons I learned were a gift. It is my pledge to you, that I will work each and every day to use that gift. Thank you for the hard work that you do each and every day to serve our ultimate customers. Please know that my management team, the Home Office associates and I are more committed than ever before to serving you.

< Back To Index 15Leader April 2011 Volume 21, Number 4