JAN-FEB 2016 ISSUE

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Holland Headlines

Stand-Out Customer Service

When the Wind Blows . . . The Spokane Terminal Rocks!

The people who live and work in Washington State are no strangers to difficult weather. But most residents had never seen anything like the late winter storm that brought hurricane-force winds. It was so dangerous that local law enforcement officials issued a shelter-in-place warning, advising people to stay where they were until it passed.
When it did, nearly half a million customers were without power. That included Jensen Distribution Services, a national retail distributor headquartered in Spokane, WA. Jensen lost power on Tuesday and the lights didn’t come back on until Friday. That left them with a lot of freight backed up the week before the start of the holiday shopping season.

When Jensen contacted Reddaway to see if we could help them get caught up, our team at our Spokane terminal shifted things into high gear.

“I told them if they have a problem, then we have a problem and we would get right on it to see how we could best help,” explained Stan Haynes, our Spokane Terminal Manager.

That help included local Reddaway professional drivers and dockhands picking up the pace and working Saturday. It also required making significant changes to the linehaul schedules.

On Friday, we’d managed to move all of the freight that had backed up on Tuesday and half of Wednesday. On Saturday, we were pretty well caught up, and by Monday, we got the last of the freight.

“This was a total team effort,” Haynes said. “Our Spokane team takes great care of every Reddaway customer. I know the folks at Jensen appreciated the extra effort, but I don’t think they were surprised at how Reddaway pitched in. We have a real partnership. They knew they could count on us.”

Every Step of the Way

At Reddaway, customer service is not just a department. It’s an integral part of the way we do business at each and every level of operations. Providing the very best in customer service is a concern of all Reddaway employees, and we work hard to make sure that service is delivered every step of the way.

We were excited to see our efforts did not go unnoticed when we recently received a letter from our valued customers at DP West, Inc. DP West, a leader in 3-D design, 3-axis CNC machining, and plastic fabrication, has been in operation for nearly 20 years and is headquartered in Enumclaw, WA.

DP West General Manager Jennifer Kohler wrote to express her gratitude for the customer service she received from one of our professional drivers, Mike Hathaway. Mike operates as a City Driver out of our Tacoma, WA service center.

“I have been with DP West for over 8 years. I’ve had the pleasure of working with Mike for most of those years,” Jennifer wrote. “I have no other truck driver that provides as much customer service as Mike does. He is very genuine!”

“I want you to know that this employee displays EXCELLENT customer service skills and is very loyal to your company,” Jennifer continued.

“He continues to thank me for using his company and always assures me that my package will get there the way I ship it. He cares about your customers and has displayed that consistently over the past years. He is always, always uplifting to deal with during the time he is at our company.”

There is no measure more valuable than customer satisfaction. By working to provide the utmost in service at every turn, Reddaway ensures that all of our customers are well-taken care of. That’s because at Reddaway we don’t want to just meet expectations, we want to exceed them.

We would like to thank Jennifer Kohler and DP West for their kind words and continued partnership over the years. We’d also like to thank Mike Hathaway for his commitment to delivering an exceptional customer service experience.