Keeping Employees Happy and Productive

May 6, 2012 by Frank Peditto

Last month, I wrote about the key criteria that companies rely on when selecting an auto transportation partner. Aside from price and technology, much of that blog involved the team members and their ability to communicate and demonstrate the value of the organization. As a small business owner, I have always been a strong advocate of having a positive and healthy work environment and creating a culture of dedication and fun. Of course, I have also realized the challenge of keeping driving an evolving culture and how critical it is for me as well as my team members to make that happen. It’s important for us to have happy and engaged team members at all levels within the organization. How do we do that, especially in a challenging economy?

• We begin with hiring the right people. We select team members that are dedicated to what we do and understand how important their role is to our day-to-day operations and our overarching business objectives.
• We offer competitive salaries and benefits and create a family atmosphere with the core values of respect and honesty. If a team member makes a mistake, we encourage them to bring that to our attention and together we work to remediate any issues. We don’t want an environment where team members are fearful and ‘living on the edge’.
• We provide ongoing training and development opportunities for our team members so that they continue to grow their skill set and their contribution level to the company. We value ideas from the team on new learning and ongoing educational opportunities.
• We provide positive, public recognition for individual and team efforts. Sometimes a simple ‘great job’ is all it takes, but all too often, because of time and the general chaos of a business, it is forgotten. It’s so important as a leader to make sure you’re aware of what’s going on and take time for individual recognition.
• We have fun. While it’s hard during a busy summer season or a vacation week, having a quick laugh or taking a ten minute break for an impromptu ice cream party is a great way to say thank you and ensure that your team members feel valued.

It’s not always simple, but having happy employees is an investment that yields more than just great work, it provides a true family atmosphere in the workplace and supports a culture of respect and honesty. While this is something internal in our company, it transcends to our customer relationships as well. And, while some leaders focus only on the monetary reward the other elements are as, if not more, important to keeping and growing your existing talent base.

Key Criteria for Companies in Selecting an Auto Transport Partner

April 11, 2012 by Frank Peditto

When asked the question, “What are the key criteria that companies use when selecting an auto transportation supplier?” I think many would assume that the number one response would be price. Of course, price is always key in most decisions around services and products, but it’s not the only factor. Interestingly enough, we have found that our clients are equally concerned with service and together service and price determine the overall value that they and their transferees receive.

So, what are the key criteria for companies today when selecting a transportation partner?

• Overall client responsiveness - Experienced account management is key in today’s business environment and having the right people on your team leading this function is critical to your success. Clients need to feel that their account manager is working on their behalf and is an extension of their relocation or human resources department. Your team leader or account manager needs to know the client’s policy, key performance indicators (KPIs) and service standards, and their culture.
• Client communication – Again, the team selected for each account is critical. Both the account manager and relocation coordinator(s) need to ensure that they are effectively managing the transport and keeping both the client and transferee updated regularly during the process.
• Technology – As the relocation industry continues to mature in terms of its reliance on technology, having a sophisticated operating system is more and more important. And, these systems must offer automation benefits, including workflow, and self-service portals for both the client and the transferee.
• Reporting – Statistics are key to a successful client relationship and reporting is imperative. Ten years ago reporting was limited to transactional reports, but today, customers expect more detailed analytics and also customized reporting to provide them with an additional tool to use in their day-to-day reporting within their organization. 
• Performance – Customers today expect key performance indicators to be met or exceeded and, in the auto transport industry, carriers are evaluated on numerous indicators including, but not limited to, on-time pick up and delivery percentages, low claims frequency and expedient claim settlement times.

While some still work based on the adage of, ‘You’re only as good as your last move’ we develop true business partnerships with our clients to support their customers and the transferees. To do that we know that while price is always important, having a proven account management structure, experienced and dedicated counselors and making continued investments in technology will provide us with the foundation for success in exceeding our existing customers needs and building new client relationships in the future.  

Making the Most Out of Trade Shows

March 9, 2012 by Frank Peditto

It’s not often that I find myself wanting to revisit a blog topic, but, as the economy continues its slow recovery and businesses face tighter and tighter budgets, I felt the need to share some of my additional thoughts on making the most out of trade shows. According to the Center for Exhibition Industry Research, there are more than 13,000 trade events each year in the U.S. with an additional one million meetings. And, it’s estimated that businesses spend over $100 million annually on trade shows. While organizations have definitely cut back in terms of spend compared to events in the early 2000s, trade shows and events are still a key part of marketing, at least for the short term.

As I mentioned in my post from June of last year, “My past experience with trade shows has been that you ‘have to be there’ because if you’re not, your industry often thinks you are out of business, and that most are filled with competitors and not real business opportunities.” Rather than continue the deliberation of whether or not to attend, I wanted to share some of my simple success tips to making the most out of any show.

Prior to committing to any event, we weigh the pros and cons for our team in attending the event.

• What is our estimated budget for attending and exhibiting at the event? What is our view of a successful show? The latter may not always be closed sales, as we also consider current customer interaction as well as developing new relationships.
• Will this be an opportunity to meet and/or follow-up with new prospects?
• Which of our current clients will be attending?
• Are our competitors attending? If so, who?

After the initial discussion, we establish a goal for the team. For example, in an industry event it may be to hold three client meetings, follow-up with four existing prospects and cultivate five new relationships.

Once we make our final decision to exhibit, we talk about our pre-event, in event and post-event strategies.

• Do we have the email/mail list of exhibitors? Is it worth an additional financial investment to purchase a list? From there, we develop our pre-event marketing communications plan.
• Is there a speaking opportunity at the educational sessions for any of our team members?
• What will our in event presence look like? Booth, collaterals, giveaways (always key to select levels of giveaways and ensure that they are valuable enough that the individual wants to bring them home), and any interactive demonstration (iPad, laptop, etc.). What is our staffing strategy for the booth – two working and one floating through the aisles?
• What is the post event follow-up strategy? Who is the primary contact for follow-up? Is there a post-event offer? Giveaway? Communication medium (phone, email, mail)?

Finally, we do a post-event debrief. During this meeting, we discuss what worked, what didn’t and we include other individuals from the team as well as those who attended so that additional questions may be asked and ideas cultivated for the next event.

While virtual conferences continue to gain popularity in many industries, I am confident that it may be a few years before those fully infiltrate relocation and transportation. Until then, we will continue to make prudent investments, improve our experience and that for our customers, and work to ensure we meet or exceed our goals at each event.

Moving your Vehicle? Top 10 Reminders

February 3, 2012 by Frank Peditto

Relocation activity is beginning to pick-up again and transferees are preparing their vehicles for transport. With years of experience and working with tens of thousands of transferees, we wanted to share our top 10 reminders to ensure a seamless move for your vehicle.

1. Ensure that your vehicle is still insured throughout the duration of the move. While the vehicle is insured via the carrier, traditional auto insurance is also required for coverage of ‘Acts of God’ and glass.
2. Leave less than one-half of a tank of gas in the vehicle. Remember that the transport driver will need to drive your vehicle on and off of his truck.
3. Remove all non-factory installed options like snow and bike racks, ground spoilers, etc.
4. Transport your household goods with your mover and not in your vehicle. Per the U.S Department of Transportation (DOT) rules and regulations, the transportation of personal items on a truck licensed only to carry vehicles is prohibited. And, it can create huge issues for the driver and others. We had a customer that loaded the back of his truck with boxes of books from North Carolina to Wyoming and, while crossing the plains of the Midwest, the driver got into a bad storm and the wind whipped the cover off the back of the truck. The boxes exploded all over the highway. The cover blew away and was never recovered and the customer’s pickup sustained substantial damage, as did several other cars on the truck, all because of the books.
5. Provide your relocation counselor with an active phone number for contact at both origin and destination so that they (and the driver) can reach you with updates or any questions.
6. Prepare your vehicle for any climate change. By replenishing coolants, transmission oil, anti-freeze and other fluids.
7. Ensure that all alarms are disconnected or disabled. If they are not disabled and are triggered they can lead to drained batteries and create challenges for the driver.
8. Remove any personal items from your vehicle prior to transport (cell phones, GPS systems, radar detectors, removable radios, household items, EZ passes, etc.) These are not covered by transport insurance if they are damaged or lost.
9. Remove or fully retract all antennas prior to pick-up.
10. Remove any and all items that are considered flammable, hazardous, corrosive or explosive are dangerous and illegal for movers to transport from your vehicle. This is one that can lead to serious challenges. We had a transferee moving their SUV from California to North Carolina.  While in transit, the transporter truck was stopped in Texas. The entire back of the SUV was filled with farm chemicals. The Texas State Police intended on confiscating the vehicle but instead the driver talked them into just taking the farm chemicals. They also obtained the transferee’s address and phone number. When we called to advise him of the issue, he was only concerned with the return of his chemicals, which then were followed-up on by the FBI.

While many of these reminders seem obvious, it’s amazing how many of these items we come across weekly if not daily in our conversations with drivers. Each can lead to its own issue and possibly endanger others. The key to a seamless and successful vehicle shipment is to be prepared, follow the guidelines, and remain in contact with your coordinator.

 

The Relocation Industry: Where We’re Headed…

December 28, 2011 by Frank Peditto

As we end 2011, we reflect on where the relocation industry has been and where it’s headed. Rather than pontificate ourselves, we reached out to one of the foremost experts, Ms. Peggy Smith, Chief Executive Officer of Worldwide ERC® for a candid interview. Here’s what she had to say.

Question: According to the latest Worldwide ERC Transfer and Volume Survey (2011), relocation activity began to increase in 2010 and is expected to continue to grow. What do you see for 2012 in terms of relocation growth and in what areas (new hires, experienced, global, types of industries, etc.)?

Ms. Smith: I keep saying that flat is the “new up”… meaning, of course, that we feel fortunate as an industry if we can maintain and not lose any traction that we’ve gained in the last year or so. From an industry perspective, we’re hearing that volume will be up modestly. I was pleased to see that in a recent survey of hiring intentions that the U.S. hiring outlook for early 2012 appears to be the most promising since 2008: it noted that 14 percent of employers expect to add to their workforce in the first three months of 2012. 

Question: Coming from the corporate sector, you have a strong history in the relocation industry. How do you feel the industry has changed, if at all, permanently due to the last three to five year of economic challenges?

Ms. Smith: There’s more customization of programs and policies – this serves two purposes. First, it allows a company to individualize assistance when possible for the range of employees and needs that we have in the workplace today, and it also helps control costs by “sizing” benefits appropriately to either proven or untested talent. There’s more incorporation of mobility within the talent management structure. And there is certainly more change coming in worldwide mobility patterns based on a country’s commitment to growth and corporate business strategy. 

Question: Employee reluctance continues to rise, primarily due to the real estate market and the fact that one in four Americans is underwater on their mortgage. What top three strategies have you seen at Worldwide ERC of how corporations are working with employees to mitigate these challenges?

Ms. Smith: One significant shift we’ve seen is that pre-decision counseling programs are now an integral part of the domestic relocation process. Some of the other ways our member companies changed policy include incorporating “incent to rent” programs, property management services at origin if a family decides not to sell; and the development of long-term commuter benefits (e.g., so that the employee can continue to live at their current location, but commutes back and forth to the HQ as needed).

Question: As an organization, what do you feel is most valuable as a resource in today’s economy to your membership? What tools make the most impact to them?

Ms. Smith: The ability to benchmark within the mobility industry is very powerful. For our corporate and government employer members, we have two benchmarking forums – one for global and one for U.S. issues – where, 24/7, our employer members can pose a question and get responses in seconds from their peers – that’s a phenomenal benefit in our rapid-fire environment. Because investing in training in a tight economy is a concern, we have gotten great response to our webinar series, where a member can access a free or moderately priced webinar and invite multiple employees to attend. We have opened our live meeting programs on a complimentary basis to corporations who haven’t attended within the last 3 years so they can experience our conferences… and it expands the corporate community and mindshare for other corporate and relocation members. We’re also expanding our government relations resources, which are already searchable and accessible online, to address more global issues in addition to the strong base of U.S. information we have. 

Question: With the ongoing advent of technology and the ability for employees to work from anywhere in many positions, telecommuting has continued to grow over the past ten years. Do you feel that this will have an impact on relocation?

Ms. Smith: Good question! The short answer is “yes.” There is no doubt that the ability to work remotely changes the scenario for an industry where physically moving someone to the job has traditionally been necessary to achieve a strategic outcome. Time will show us the full effect of technology on the mobility industry, and I believe we’ll see a creative mix of traditional and new work options. We’ve seen some work structures that are a product of our current business environment: short-term assignments and extended business travel are a couple of the most prominent. And telecommuting is gaining ground as more employees have the ability to effectively work at a distance with the technology we have today. But the other side of this issue, as most employers will tell you, is that not every job can be executed well at a distance, no matter how sophisticated the technology. So much of what must happen on the global front, for example, is relationship-driven, and we need to recruit and manage talent with a global mindset who can forge fresh business channels and partnerships for a company in a new frontier.

Thank you to Ms. Smith for taking the time to participate in our blog this month and share her views and expertise with our team. We appreciate your insight and your time. In short, the relocation industry is one, like many in today’s economic climate, which is changing. Unlike past cycles where there are more ups and downs, this period of change is more of an evolution where the process is changing and the dynamics of relocation are shifting.

We wish all of our readers a very Happy New Year and we look forward to 2012.

To Tweet or not to Tweet?

November 4, 2011 by Frank Peditto

I never imagined writing a blog post on whether or not to ‘tweet’, but, as Twitter continues to grow, it’s a question more and more individuals and businesses alike are asking themselves. It’s hard to believe that Twitter, which now reports over 100 million active users and more than 350 billion tweets per day, launched just over five years ago.

If you follow us (@ReloTrans) on Twitter you will see that we have about 150 followers, which in the Twitter universe is extremely low. But, our numbers continue to grow, so we remain optimistic of its potential long-term value both in terms of brand exposure and also potentially customer service. After all, according to Pew Internet Research, 13% of online adults are using Twitter – a percentage that rose 5% from only 8% in just six months. And, during that same time period, use of Twitter amongst adults 25-34 more than doubled from 7% to 19% and it rose from 8% to 14% with adults 35-44.

While I was, like many, skeptical of this online medium at first, a marketing friend of mine encouraged me to create a Twitter account for my company. As first, I protested saying that I didn’t have the time or knowledge to tweet each day and also that our industry wasn’t really engaged in social media. After a lot of additional discussion, I finally gave in and ReloTrans was on Twitter. As I began I was tweeting once a day or maybe twice and I maintained a laser focus on what I felt would be resources or articles auto transportation specialists would find relevant. After scouring the Internet regularly, I realized that there wasn’t that much regular news, so I began expanding my daily reads to include information about travel and transportation at large and then also the larger market of relocation and human resources. Today, I begin each weekday morning with a cup of coffee and a scan of several leading online sites that provide free content. When I find something relevant to the industry, managers, small business executives, or the community at large, I tweet it. It also educates me as I read each of the articles prior to posting. And, in addition to sharing it on Twitter, it feeds through to my personal LinkedIn account and it could feed automatically to our corporate Facebook page as well.

What has been most surprising to me is how easy it is. We use a free tool to schedule and send messages and through that tool, Hootsuite, I can schedule and post to Twitter, Facebook and LinkedIn. And, through sites like Mashable, I can stay on top of the current trends and continue my education about the world of Twitter.

While we haven’t been able to directly link any new business to using Twitter, I have found it to be a valuable tool, not only to serve as a resource to our industry, but also an internal resource as I have shared many of the articles I found while looking for content for our Twitter account with our internal team.

Looking to get started on Twitter, check out the Twitter blog and also the Mashable how to guide.

 

Asset Based or Non-Asset Based: Who to Choose?

October 3, 2011 by Frank Peditto

In the transportation industry, there are two primary types of companies, asset based and non-asset based. Asset based companies are those that own their own equipment. For example, in the niche of vehicle transportation, asset based companies own their own trucks and their driver’s work for the parent company. All of the operations are typically centralized through one primary dispatch. On the flip side are the non-asset based companies, of which ReloTrans® is one. Typically referred to as ‘brokers’, non-asset based companies do not own any of their own equipment, but rather partner with numerous carriers nationwide and even internationally.

From a service perspective, asset based providers may offer customers lower rates as they own their own equipment and, as such, sometimes have more flexibility in pricing, especially if they have a driver needing to get from one location to another and a customer with a parallel need. Some may argue that asset based providers also have more control over the service quality being that their drivers are employees of their company.

Non-asset based companies rely on their network or database of providers, which allows them to be 100 percent customer focused when selecting a carrier and driver for their customer. In many cases, they are also able to obtain bids from multiple providers, all of the same quality, to ensure that the customer receives the lowest possible cost. They are not limited by physical equipment or ‘assets’ and their capabilities are scalable based on the number of partners in their network.

While both types of companies have advantages and disadvantages, our recommendation to customers is to select the company that best meets their needs, not only in terms of the physical transportation of goods or vehicles, but also in terms of their business needs in reporting, communications and technology services. In this business it’s often said that, ‘you are only as good as your last move,’ and in today’s competitive landscape that is even more true.

 

Onboarding New Employees: A Few Keys for Success

September 1, 2011 by Frank Peditto

Starting a new job is never an easy task. It’s a daunting one for the employer as well as the new employee. Over the past year, we have increased our overall team by more than 25 percent and, while our team is thrilled to be growing, especially in the current economy, our growth has forced our leadership team to take a closer look at our onboarding processes.

While many large organizations have entire teams dedicated to onboarding, in many small and mid-sized companies the responsibility falls on the leadership team and a secondary team of pre-identified trainers. Needless to say there are a variety of tools, top 10 tips, videos, white papers, checklists and more available online about onboarding, but, being a company reliant on our service and our professional team, we have found it more successful to build our own plan.

Over the past several months our plan has evolved as each new employee has joined our team. We have paid close attention to the individual, their background, and their new responsibilities to not only reinforce a positive integration into the ReloTrans business, culture and team, but also to ask them and the onboarding team for feedback and ideas on how to improve the process for the next new team member. We have even included new team members in our onboarding process as more employees join our organization.

Even with our plan evolving over time, there are a few basic keys to success that have worked for our organization.

• Communicate with the new employee prior to their start day providing them with:
  • Who they will be asking for when they arrive, where to go, and what time to be there
  • A high-level schedule of first week activities
  • If provided, a benefits package so that they may review in advance and come in with either completed forms or specific questions
  • The dress code and a bit about the corporate culture of the organization
• In advance of their first day ensure that:
  • They have functional phone and email
  • Their desk is prepared and supplied with basic office supplies, business cards, and a welcome card from the team
  • The onboarding team is succinct with who is doing what and when; a calendar is helpful
  • Their immediate working team understands the challenges faced being a new employee and is well-versed in offering lengthier explanations etc. (for example, if your organization or industry uses a lot of acronyms, having those explained)
• On their first day:
  • Everyone knows their roles and responsibilities for onboarding
  • A tour is provided with initial introductions
  • Lunch is planned
  • A leader is checking-in periodically throughout the day
• Throughout their first month:
  • Leaders are checking-in and ensuring that they are on track in terms of both knowledge and comfort
  • Additional social events are scheduled; getting to know new team members is critical to the synergy of the team, especially in a smaller organization
  • Feedback is requested from both the onboarding team and the new team member
    • What went well, what can be improved, and what was missing
• Ongoing:
  • Support is offered
  • Positive reinforcement is provided when earned
  • Feedback is requested

While some of these ‘keys’ are practices that we should have with all team members, in busy times, they are often lost. Onboarding is also a great time to bring your team together and offer others the change to re-train or refresh certain skills.

Customer Service and Caring - Passing it Forward…

August 3, 2011 by Frank Peditto

While most of us view relocation and moving services as transactional services, we often come across stories that demonstrate that the relationship developed between the transferee and either the relocation company or the direct service provider runs much deeper and this is one of those such stories.

Recently, we received an initiation from one of our third party relocation customers to transport a vehicle for a very senior level executive who works for one of their largest clients. We followed our standard procedures and began working with the transferee and his spouse to coordinate the specifics for their vehicle shipment. While a few of the elements of the relocation frustrated the couple, we remained in constant communication with them regarding the process and dates for their vehicle. After the vehicle was picked up, the driver remained in close contact with the transferee throughout the transit process and then phoned them on delivery day to confirm the delivery location. A few minutes after that conversation, the transferee received another call from the driver advising that he was having a heart attack and requesting that they please call 911. The transferee and his wife, already en route to meet the driver called 911 and then also located a policeman, who followed them to the driver, where they together met the paramedics.

All happening in a matter of minutes, the driver was immediately taken to the local hospital and the transferee and his wife followed, spending the entire afternoon waiting for updates on his condition. Some four hours later the driver was released from the hospital, only to be greeted by the transferee and his wife, who drove him back to his truck and helped him offload their vehicle. Concerned, the couple urged the driver to get some rest, but he insisted on continuing on and making his other vehicle deliveries.

In today’s society, stories such as this seem especially poignant and touching, as they are often the exception and not the rule. In the end, the driver was fine, albeit exhausted and overwhelmed from this experience, the transferee and his wife received their vehicle without issue, and a new friendship was born. For our team, this story demonstrates not only the service provided by our partners, but also reinforces that, when it comes down to it, we’re all people, regardless of who is providing the service and who is receiving it, and we all care about one another’s well being.

 

 

Blogging Basics from a First Timer

July 6, 2011 by Frank Peditto

When we hired a marketing consultant to assist us with our new website design in 2010, I was pretty surprised when they recommended that we add a blog to our site. First off, I wasn’t sure how it would positively impact our company seeing that we are primarily business-to-business focused and within in a niche market. Second, I was fearful of our team having the time and marketing background to create new concepts each month and keep it going. After much discussion, and additional education on my part of blogging and how it could help even a small, niche based business, I conceded and the ReloTrans blog was born.

When I initially started blogging, I was focused on keeping the content very industry specific, so I wrote about some of our stories; highlighting key information for transferees from an experiential perspective. As time went on, the team began to recommend other topics including customer service, team leadership and transferee based information. And, the blog continues to evolve today. After just over a year of writing, I offer new bloggers, or those contemplating a blog, the following advice:

• Shed the fear of committing to a blog on your corporate site, regardless of which industry you service and what your company does.
• Keep your blog open and write about topics that are germane, but not limiting. I have found that it’s easiest for me to write about something pertinent and also a topic that I am familiar with and know well.
• Make your blogs about more than your organization; let the business come to you and understand that blogs serve many objectives, but they should not be focused on self-promotion.
• Offer tips and advice; this content seems to draw the most attention as it is often the most relevant for your audience(s).
• Ensure that your blogs are to the point and keep the readers engaged.
• Use links to enhance the resource nature of your blog posts.
• If you make the commitment to blog, keep up with the schedule and work to post at least once a month, all the while, keeping content fresh and on point for your industry and audience(s).
• Have fun and view blogging as an extension of your personal expression and that of your organization. If it’s not fun then it’s probably not helping your cause.

With a little experience under my belt, I look forward to continuing this blog and expanding the topics in the future. If you have any topics you feel would be interesting or that you would like to see, please email me at marketing@relotrans.com.