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United Van Lines - Leader


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 …

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.

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  • 1. April 2011 Volume 21, Number 4Horizon Delivers Angelto TucsonClick here to read more
  • 2. > Horizon Delivers Angel to Tucson > Suddath Supports Mud Run > Clancy Hosts Blood Drive > City Moving Systems Donates Services to Coyote CentralIn this issue > Fry-Wagner Assists with Tornado Relief EffortsClick on a headline to jump to story > 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 Leader April 2011 Volume 21, Number 4 2 < Previous Next >
  • 3. Horizon Delivers Angel to Tucson Earlier this month, Horizon Moving Systems, flagstone from the Flight 93 crash site. The dedication ceremony was attended by Tucson, Ariz., transported and delivered a very members of the Horizon team, including Bruce special angel statue, from Pennsylvania to its The I-beam from the World Trade Center was Dusenberry, CEO and Vinay Kulkarni, COO. permanent home in Arizona. The statue was picked up from a hangar at John F. Kennedy dedicated to the youngest victim of the Tucson International Airport. The steel from the Twin The ballpark was a favorite location of Christina- shooting spree, Christina-Taylor Green, born on Towers was donated by the Port Authority of Taylor, who was the only girl on her Little Sept. 11, 2001. New York and New Jersey, which owns the trade League team. One of her goals was to become a center site. professional ball player when she grew up. The statue is 9-feet, 11-inches tall and made of steel recovered from the Twin Towers and The statue made several stops during its journey Pentagon 9/11 terrorist attacks. across the country, including a stop in Fenton, Mo., at the UniGroup Home Office. Horizon van operator Bob Caprari loaded and moved the statue, as well as a 5 ½-foot The statue was, Friday, April 1, and permanently I-beam piece of steel from the Twin Towers installed in the outfield of a ballpark renamed and a 3 ½-foot I-beam from the Pentagon, and in memory of 9-year-old Christina-Taylor Green. 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 Leader April 2011 Volume 21, Number 4 3 < Previous Next >
  • 4. Suddath Supports Mud Run For the second year in a row, Suddath Leap of Faith,” which consisted of runners Relocation Systems, Jacksonville, Fla., was the making a seven-foot leap from a wooden presenting sponsor for the Multiple Sclerosis platform into a big muddy pool. Jacksonville Mud Run event. The Mud Run is a 10k race, with boot camp style obstacles that “This was such a fun and unique event to be are surrounded by or consist entirely of mud. a part of,” said Amy Brewer, Suddath Mud Run participant and manager of customer Suddath was integral in the sponsorship, service and vendor management for Suddath transportation of equipment and local Government Services. “The best part about this coordination of the event. More than 100 event is that while you’re having an amazing Suddath employees got muddy and participated time, you’re raising money for a great cause,” in the race or volunteered their time at the said Brewer. event. Suddath volunteers manned the “The Left: Members of Suddaths marketing team take a muddy plunge. Right: Suddath Government Services team members prepare for the mud run.< Back To Index Leader April 2011 Volume 21, Number 4 4 < Previous Next >
  • 5. 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 Clancys 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 Clancys Blood Drive.< Back To Index Leader April 2011 Volume 21, Number 4 5 < Previous Next >
  • 6. 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. City Moving donated time and resources to help non With a crew of five, City Moving Systems used profit organization Coyote Central move offices. 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 organizations work in the community and with limited funds at their disposal, City offered to provide moving services to Coyote Central at no charge.< Back To Index Leader April 2011 Volume 21, Number 4 6 < Previous Next >
  • 7. Fry-Wagner Assists with Tornado Relief Efforts On April 22, the St. Louis areas 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 Leader April 2011 Volume 21, Number 4 7 < Previous Next >
  • 8. A-Mrazeks 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-Mrazek President David Sabada with Fred Bird, St. Louis a iPad or laptop from WITS. Mayor Francis Slay and with a representative from the recycling center, at the electronics and appliance drop-off site.< Back To Index Leader April 2011 Volume 21, Number 4 8 < Previous Next >
  • 9. In The Mail Mesa Systems, Denver, Colo. Fry-Wagner Moving and Storage, Conejo Valley Moving & Storage, I wanted to let you know of the wonderful Kansas City, Kan. Simi Valley, Calif. service I have received from two employees I want to let you know that your team has not I wanted to write this letter and let you know in your office, Nan Pancello and Kim Kirby. disappointed me, and I have received excellent how completely satisfied we are with the results Five years ago, my husband and I moved from care from everyone. I have copied everyone that of our third move with Conejo Valley Moving & Colorado to California . My husband contacted has either called me, sent me emails or came Storage. From the first phone call, when I spoke your company and worked with Nan Pancello. by today while Marc and Rod packed my stuff. I with Karen to the professionalism of Donald Our move went fantastically, and we could not do hope I have not forgotten anyone but "thank Walta to Ben, Boyd and Blake who took such have been happier. Well five years later, we are you" to everyone! I also want to say how much care with our items, it has been a pleasure. finding ourselves moving back to Colorado. I enjoyed your A-Team, Marc and Rod. As you We all know that moving can be, and usually Unfortunately, we had misplaced the previous know, having to move and having people pack is, traumatic, but my husband and I are truly paperwork and could not remember who your things can be a bit stressful but once I met grateful to all of you for making it less so. Thank had serviced us prior but my husband was them, I relaxed. They are polite and have great you again, and we wish you nothing but the determined to have Nan again. I looked up your sense of humors, which I really appreciate. I best in the future. number and contacted Nan who remembered appreciated their professionalism. 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. continued< Back To Index Leader April 2011 Volume 21, Number 4 9 < Previous Next >
  • 10. In The Mail Hilldrup Moving and Storage, City Moving Systems, Stafford, Va. Seattle, Wash. My husband and I recently relocated from the long work days. Both phases of the trip - I wanted to let you know that the delivery and Danville, Pa., to Lexington, Mass., and used in terms of the packing and unpacking - were unpacking of our household items went very Hilldrup for the relocation. I selected Hilldrup done by Jose and his crew and I hope you will smoothly. Thank you for all of your help through because we had relocated from Gladwyne, recognize their talent and professionalism in this process. Myra Mickels was incredibly helpful, Pa., to Danville, Pa., in the summer of 2008 some way. Tina had been the coordinator for responsive, and knowledgeable, and I hope and our experience had been so positive. The my move in 2008, and I was pleased that she you know how appreciative I am of everything service and professionalism of the Hilldrup could take on the role for this recent move. you did to make the move go smoothly. Your staff in 2008 influenced our decision to select She responded to emails in a timely way, coordination was invaluable. Thanks again. Hilldrup again despite being more expensive offered to give her cell phone to me on the in terms of moving estimates. We were again weekend that I moved, and was always pleasant, delighted by the efficiency, professionalism, reassuring and helpful. These members of your and responsiveness of the team which included organization deserve recognition and praise. I Tina Fitton who coordinated the move and have recommended Hilldrup to other physicians Jose Espinal, who was the professional driver and professionals. Moving is quite stressful and head of the moving crew (which included but your staff makes the process much more Marvin, Pablo, Carlos, and Cesar). My husband manageable. Thank you for your attention to is the CEO of a hospital system and commented this matter. 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< Back To Index Leader April 2011 Volume 21, Number 4 10 < Previous Next >
  • 11. From Chairman Dan McCollister Were Never Too Busy for Quality Customer Service Peak season is upon us, and as we gear up for The changes at the Home Office should help the busiest time of the year, there is no better alleviate some of the challenges we experienced time to remember our commitment to our last summer, but the Home Office cannot do customers. Their satisfaction is the driver of our this alone. It’s you who book the business, business and one of the keys to accomplishing coordinates the move and packs, loads and our strategic vision of creating customers for transports the customers’ goods. It’s you who life. hires the drivers and adds the capacity. You, the agency family, are on the frontlines serving our Customers know United for its quality service. customers. With this in mind, here are the top We set the standards for expert movers who ten things you can do this summer, to provide deliver on time and communicate effectively quality customer service: with customers every step of the way. A busy summer is no excuse for service failures. 10. Add capacity. Without trucks, containers, Customers expect a quality move regardless of drivers and qualified labor, it’s difficult to move the time of year. your customers’ goods. Add equipment and drivers for the season. Last year, we were challenged by the increase in business and low levels of capacity. You’ll 9. Know your capacity. Once you’re finished be glad to know the Home Office Operations adding equipment, drivers and labor, know how team has been planning for this summer much business you’re capable of accepting. since the end of the last one. They’ve updated Don’t take more business than you can manage. communication systems, added alternative forms of capacity and have recruited and 8. Do training. Now is the time to thoroughly train trained an experienced operations staff to help new crew members and for veterans to brush out over the busy summer months. up on their skills. Get ready to provide quality customer service before business picks up. continued< Back To Index Leader April 2011 Volume 21, Number 4 11 < Previous Next >
  • 12. From Chairman Dan McCollister Were Never Too Busy for Quality Customer Service 7. Do background checks. Make sure that all of 2. Communicate. If we communicate with our your crew members are background checked customers, they will often understand that and have a service crew ID. problems arise from time to time during a move, which is why the move coordinator is the 6. Review other agents scores prior to single biggest factor driving our willingness to choosing for services. Look at the star ratings recommend scores. and pick quality agents to help out on a move. Every piece of the puzzle affects all the others. 1. Operate safely. No matter the circumstances, If the OA work was poor, it could affect the we must follow hours of service rules and other customer’s feeling about the entire move. regulations to ensure that the public, our van operators, our customers and their possessions 5. Register early. Put your shipments in the are safe. If we fail to do that, nothing else system as soon as you book them. More time to matters. plan often leads to better service. It’s time to learn from the challenges of last 4. Keep in touch. Let the Home Office know summer and ultimately put them behind us. I’m when you’ve reached capacity. That will help confident that our agency network- the best in them effectively and efficiently coordinate the business- will come together and to meet shipments. the increasing demands for our services with the type of quality and care for our customers 3. Use alternative forms of capacity. Trucks that they have come to expect from United. won’t always be available. Be open to using containers and the CareVan program to service your shipments. continued< Back To Index Leader April 2011 Volume 21, Number 4 12 < Previous Next >
  • 13. Agent Anniversaries Agent of the Month 55 Years 10 Years February American Moving & Storage Rossiter Relocation Services WINNER Alamogordo, N.M. San Francisco, Calif. Liberty Moving & Storage Commack, N.Y. Hughes Relocation Services 5 Years Philadelphia, Pa. RUNNER-UP Suddath Relocation Systems Christofferson Moving and Storage Nashville, Tenn. Beloit, Wis. 30 Years Escanaba Moving Systems Escanaba, Mich. Submissions Submit your agency’s stories, photos and 25 Years customer letters to Nicole Stuever (nicole_ Horne Moving Systems Goldsboro, N.C. 20 Years Armstrong Relocation Houston, Texas Smith Dray Line & Storage Columbia, S.C. Smith Dray Line & Storage Greenville, S.C. Smith Dray Line & Storage Asheville, N.C.< Back To Index Leader April 2011 Volume 21, Number 4 13 < Previous Next >
  • 14. From UniGroup President Rich McClure Undercover Lessons Uncovered 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. Along the way I learned that I’m not as good but they are emotionally demanding as well. to share that experience with other members of shape as I thought I was; I can be dangerous You’re not just moving a customer’s belongings, of the Home Office team. I recently announced with a loaded tape gun; and my talkative nature you’re also serving as a counselor and a trusted the Walk a Mile in My Shoes program. The can be troublesome on the job. In fact, I have friend through one of life’s most stressful Home Office Agency Development team is yet to receive any calls asking for my help events. working to pair Home Office associates with moving customers this summer. Sharon, on agent volunteers. The Home Office associates the other hand, has already received three calls Ive been fortunate to have many teachable will spend several days at an agency location asking for help in claims departments. moments in my life. Sometimes I get to be the working side-by-side with frontline workers, teacher. During my experience undercover, I just as I was able to do. Participating agents While this experience gave me a dose of had the privilege of a teachable week- and I will have the opportunity to provide valuable humility when it comes to the physical aspects was the student. My time getting to know the feedback directly to the people who serve them of the moving business, I learned about other workers on the frontlines reminded me that I am at the Home Office. And when the associates challenges you face each and every day. Before called to serve. I want to wake up each day and return to the office, they will share what my undercover experience, I knew that the men do a good job for each of you, the members of they’ve learned with their managers and other and women who represent United across the our agency family and for our customers who associates. It is my hope that this program will country are talented and hardworking, but I turn to us to help them through some of life’s help us better serve you- our agent customers. learned that you all are even more dedicated most stressful events. than I already knew. Your jobs are challenging. In addition to what I learned about the jobs in Not only are they often physically demanding, These lessons were so valuable that I’ve decided the agency family, I learned even more about continued< Back To Index Leader April 2011 Volume 21, Number 4 14 < Previous Next >
  • 15. From UniGroup President Rich McClure Undercover Lessons Uncovered the character of the people who do the work. jobs that you do, our company and myself as All of the people I encountered inspired me. a leader. This experience and the lessons I Many of them believe that they’re placed on learned were a gift. It is my pledge to you, that this earth for a reason, and they are consistently I will work each and every day to use that gift. going the extra mile to serve their families, Thank you for the hard work that you do each their communities and their customers. They and every day to serve our ultimate customers. had truly inspiring personal stories, and they Please know that my management team, opened my eyes to some of the financial need the Home Office associates and I are more that exists. For that reason, we have created committed than ever before to serving you. 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< Back To Index Leader April 2011 Volume 21, Number 4 15 < Previous Next >