A&R Logistics has a new mantra, Doing it Right, which company executives say symbolizes their new culture and determination to provide the best customer service in the bulk transportation business.
It’s a lofty aspiration but executives Mark Holden and Richard Mitchell have been driving hard since investing in the company and assuming leadership roles there 18 months ago. Their roadmap for success involves a “back to basics” approach with employees to achieve operational excellence, coupled with strategic investments in equipment and facilities.
“Last year we focused very intensely on assessing and improving our performance in safety and reliability,” says Mark Holden, A&R’s chief executive officer. “We still have more work to do, but driver safety has improved, and we’re seeing that progress can be achieved through training initiatives and employees staying focused on doing the job right the first time.”
The company had its best driver safety score in January under the Federal Motor Carrier Safety Administration’s Compliance, Safety and Accountability program.
Holden explains that Doing it Right is their rallying cry inside the company. It serves as a frequent reminder and also a statement of their goal to be the leader in customer service. Banners, coffee mugs, mouse pads and buttons bearing the Right message are being distributed inside the company. A&R also is laying down a public marker by informing customers and business partners about what they can expect from the company’s new direction.
Their Doing it Right mantra is being painted on the doors of 100 new Volvo and Peterbilt tractors ordered last year, with delivery still under way. The short- and long-haul vehicles are fully compliant with new Environmental Protection Agency standards for fuel efficiency and greenhouse gas emissions and feature roll stability braking systems and wide-base tires for reduced weight.
Investing in its people and equipment is integral to the new A&R roadmap: “This sizeable expenditure in new trucks further demonstrates A&R’s desire and ability to upgrade our rolling stock as well as our warehouse and terminal facilities,” explains Mitchell. Already this year the company has announced expanded warehouse capacity in Fort Worth TX and added a new packaging and warehouse facility in Jackson TN, the 10th nationwide.
When asked how they will judge success for their new campaign, Holden and Mitchell exude confidence: “We can tell from our progress so far that we’re on the right track. And we’re convinced that continuing to focus on Doing it Right will be the winning formula for us to become a leader in customer service and grow the business.”