The Skill & The Will

ABF Freight Driver Impresses Customer

Kaitlyn Turner — Mon, 29 Jan 2018 15:15:00 +0000

ABF Freight Driver Impresses Customer Kaitlyn Turner Mon, 01/29/2018 - 09:15

The Skill is maneuvering a truck up a long residential driveway.

The Will is impressing a customer.

Based on past experiences with other companies, a customer was doubtful that a driver for ArcBest^® less-than-truckload carrier ABF Freight^® would be willing to deliver a shipment up his 1,000-foot driveway.

But that’s exactly what ABF Freight driver Tim Clark did.

Before the shipment was expected to arrive, the customer contacted the Louisville, Kentucky, service center to discuss the concerns with his driveway. The customer said drivers for other carriers have told him they simply can’t come up the driveway, but they have never offered a solution. Service center personnel advised the customer that the driver would make a decision regarding the driveway when he arrived for delivery and assessed the situation.

When Tim arrived to deliver the shipment, he did more than just drive up the long driveway. He helped the customer unload the freight and move it into the customer’s barn. The customer was impressed, and called the Louisville service center to praise Tim’s efforts.

Tim went above and beyond on the delivery and “never missed a beat,” the customer said, while also praising Tim’s professionalism.

ArcBest customers can trust the superior LTL solutions ABF Freight provides along with a best-in-class experience. Our vision, We’ll Find a Way, embodies the will of our people to do the hard things well — like Tim did.

The Skill & The Will

LTL

ABF Freight

ABF Freight Drivers, Customers Work Together for Smooth Delivery

Jennifer Faldon — Tue, 16 Jan 2018 19:44:20 +0000

ABF Freight Drivers, Customers Work Together for Smooth Delivery Jennifer Faldon Tue, 01/16/2018 - 13:44

The Skill is unloading a heavy shipment to a business location without a dock.

The Will is making a potentially complicated delivery uncomplicated.

At our Dayton, Ohio, service center, teamwork and communication are key to meeting customers’ needs.

A new fitness center shipped its equipment via ArcBest’s time-critical service and its less-than-truckload carrier ABF Freight^®. The equipment was arriving in four different shipments, all requiring liftgate service through Dayton. Liftgate service typically is used for heavy items or delivery locations without a dock.

Before shipping, the customer emailed the freight dimensions and noted that “other carriers are surprised how much space the equipment actually takes up.” The Dayton team reviewed the dimensions and determined two liftgate vans were needed for delivery.

When the drivers arrived at the fitness location, they made contact with the customer’s crew to unload the equipment. They decided the best location to park the trucks and got to work. Everything was unloaded in less than an hour.

“This is another example of how our ABF Freight drivers and our customers work together to make a smooth delivery,” said Joe Weaver, operations supervisor at the Dayton service center.

The Skill & The Will

LTL

ABF Freight

ABF Freight Clerk Aids Customer In Move To Canada

Kaitlyn Turner — Fri, 07 Jul 2017 15:09:09 +0000

ABF Freight Clerk Aids Customer In Move To Canada Kaitlyn Turner Fri, 07/07/2017 - 10:09

When a customer was moving across North America, she needed a mover that would get her belongings to her new home safely and on time.

This was a challenging move for the customer. The move was nearly 1,000 miles from Georgia to her new home in Ontario, Canada. She decided to use U-Pack, a service of ArcBest.

ArcBest℠ carrier ABF Freight^® is the primary transportation provider for U-Pack moves. ABF Freight customer service personnel were there to guide the customer through the transition from the U.S. to Canada, but one employee particularly stood out, Administrative Services Clerk Nalini Sewbans.

The customer took a two-hour bus ride from where she was staying to the Canadian customs office, but the customs officer would not stamp her manifest. The customer said she spent hours traveling back and forth on the bus to get her manifest stamped, but no luck. Finally, she called Nalini for assistance.

Nalini called the customs office and explained the situation directly to a supervisor. After Nalini’s phone call, the customer got her manifest stamped, and she was on her way to her new home in Ontario.

The customer praised Nalini for her exceptional customer service, saying, “Her professional attitude, her quick responses to questions and her ability to take action on behalf of the customer to achieve the right outcome is remarkable.”

The customer said ABF Freight customer service personnel provided her with prompt call-backs and clear instructions for the move.

“You delivered on every word, every statement, exactly as your contract outlined,” she said. “And best of all, you have awesome staff that deliver excellent customer service!”

The Skill & The Will

Moving Solutions

ABF Freight

Customer Praises ArcBest Team’s Creative Solutions, Expertise

Jennifer Faldon — Fri, 23 Jun 2017 15:02:11 +0000

Customer Praises ArcBest Team’s Creative Solutions, Expertise Jennifer Faldon Fri, 06/23/2017 - 10:02

A longtime customer of ArcBest’s premium logistics solutions found its business enhanced when it also began using ArcBest℠ for its less-than-truckload needs.

The customer, a furniture company, had introduced a new oversized product. “We began shipping with several LTL carriers with serious failures of service, including damaged and lost product,” the customer said. “Customers and contractors were irate. Waiting on replacement parts added further frustration. And our sales managers demanded solutions.”

The customer soon turned to his ArcBest account manager, Seth Kaminski, for advice. “I explained the issues and the need for creative solutions for a growing part of our business,” the customer said.

Seth quickly put together a team of ArcBest professionals. They met with the customer to discuss the ongoing shipping problems and options for solutions.

“Over several meetings, we tweaked packaging and shipping concerns, and we got set up with ArcBest’s time-critical service for a one-month trial period,” the customer said.

The result? “Instant success,” the customer proclaimed. “The customers were happy campers; our sales and customer service teams stopped getting complaints. Everything was good.”

After the trial period, the customer worked with the pricing department and the local service center to determine rates and specific shipping processes for the long term.

The customer praised Seth and the team for their expertise and their consistent, thorough communication.

“Our future intent is to secure ArcBest and ABF Freight^® for long-term LTL service,” the customer said, noting his company has received “outstanding service.”

The Skill & The Will

Premium Logistics

LTL

Time-Critical Shipping

Customer: ABF Freight Driver ‘Extremely Polite, Professional’

Jennifer Faldon — Fri, 09 Jun 2017 15:11:11 +0000

Customer: ABF Freight Driver ‘Extremely Polite, Professional’ Jennifer Faldon Fri, 06/09/2017 - 10:11

A customer who ordered a boat learned that its delivery would be curbside. The boat company tells its customers to make arrangements for unloading boats when they’re delivered.

ArcBest carrier ABF Freight^® was delivering the boat, scheduled for a Monday. The customer’s husband arranged to take the day off work and to have his son there to help unload it. When the delivery date arrived, the customer called the local ABF Freight service center to confirm the delivery and to get an idea of when it would be delivered.

ABF Freight driver Tommie Fults delivered the boat. On his way to the customer’s residence, he experienced delays because of heavy traffic. He called the customer to let him know about the delay and to reassure him the boat was on its way.

“When he arrived, Tommie apologized … and went out of his way to help my husband and our son unload the boat, even though it was not his job,” the customer said. “He was extremely polite and professional.”

The customer wrote an email to Service Center Manager Keith Blum to make sure he knew that Tommie and the ABF Freight team at the service center “went out of their way to make sure we were kept updated and informed about our shipment. They were all professional and pleasant to work with. Keep up the good work.”

Keith said all employees are “ambassadors of ABF Freight,” noting that the customer’s email “made my day, will make Tommie and our office team’s day, and it’s a great motivator for all of us.”

The Skill & The Will

ABF Freight

FleetNet America Rep Saves Customer $33,000

Kaitlyn Turner — Fri, 26 May 2017 15:10:10 +0000

FleetNet America Rep Saves Customer $33,000 Kaitlyn Turner Fri, 05/26/2017 - 10:10

When a FleetNet America^® customer’s truck began having issues with the oil pressure, they called Senior TMcare^® Account Representative Stephen Inman for assistance.

The truck was making an unusual ticking noise and the oil pressure dropped whenever the truck came to a stop. A tow truck took the truck to a dealer for repairs.

After running diagnostics, the dealer called Stephen and said the problems stemmed from the truck being full of gasoline instead of diesel. Stephen advised the customer of the dealer’s diagnosis, but the customer told Stephen that was impossible. The customer said two trucks, including the one having problems, got fuel at the same station and the same pump, and the other truck was running fine.

Stephen asked the customer for the fuel receipts. He presented those receipts to the dealer and explained that fuel could not be the problem. He also requested a fuel sample.

The fuel sample tested negative for gasoline. Stephen contacted the truck’s original equipment manufacturer (OEM) to try to get to the bottom of the issue. The OEM told Stephen that the fuel injectors caused the problem.

Stephen then requested an estimate from the dealer for injector replacement. The dealer submitted an estimate for $9,000. The dealer had originally said the repairs were covered under warranty, but the OEM stopped them. Stephen asked the OEM why the warranty wouldn’t cover the repairs and went back and forth with them on which injectors were covered and which were not.

While Stephen was challenging the OEM about the warranty, he was informed that one injector was damaged, causing major engine failure. The unit would need an engine replacement. The OEM suggested only repairing that injector. Stephen knew this wouldn’t fix the whole problem, so he pushed for full engine replacement.

Ultimately, Stephen ensured that all the items were covered under warranty except batteries. His perseverance saved the customer over $33,000.

No matter what issue arises, FleetNet America customers know they can depend on the TMcare team and dedicated employees like Stephen to manage their fleet maintenance.

The Skill & The Will

FleetNet America

U-Pack Team Shows ‘Why Customer Service Is Not Dead’

Kaitlyn Turner — Mon, 17 Apr 2017 14:30:30 +0000

U-Pack Team Shows ‘Why Customer Service Is Not Dead’ Kaitlyn Turner Mon, 04/17/2017 - 09:30

When a customer calls U-Pack^®, a service of ArcBest℠, to discuss options for their household move, a team of knowledgeable sales consultants works to find the best solution. A recent customer sent a message to the U-Pack team detailing his positive experience with U-Pack.

The customer was moving from Nebraska to Illinois, which was a very stressful time for his family. He called U-Pack multiple times to ask questions and discuss his options.

“I’ve been blown away by the quality of your team,” the customer said, specifically noting his experience with U-Pack Sales Consultant Billy Garris. The customer said Billy was “an 11 out of 10.”

He also praised the U-Pack team, stating that they are “warm, friendly, know their stuff and are genuinely interested in how to best help.”

The customer, who works in the Human Resources and Talent department at his company, said his experience with U-Pack is an example of “why customer service is not dead.”

The Skill & The Will

Moving Solutions

ABF Freight Clerk Helps Production Assistant ‘Look Like the Hero’

Kaitlyn Turner — Fri, 24 Mar 2017 14:30:30 +0000

ABF Freight Clerk Helps Production Assistant ‘Look Like the Hero’ Kaitlyn Turner Fri, 03/24/2017 - 09:30

ABF Freight^® employees don’t shy away from a challenge; they solve problems and make things happen for customers. Dawn Ganes, a clerk for ArcBest carrier ABF Freight, exemplifies that.

When a customer needed a shipment of equipment for a film shoot delivered a week earlier than planned, she sent an email requesting the change but wasn’t sure who specifically to contact. That message reached Dawn, who worked with the customer to get the shipment delivered on time.

The customer said she figured changing a delivery date when a shipment is already en route would be nearly impossible.

“Typically, such changes are pretty much wishful thinking,” the customer said. “Now, I do not know if my request fell under Dawn’s job duties or not. She never said either way. She did, however, find a way to expedite the delivery.”

The customer, a production assistant with a film crew, said the delivery meant the film crew and actors could continue their project on time, “and I got to look like the hero for a moment.”

The customer passed her praise on to Dawn’s supervisor, saying she wanted to express her thanks because positive feedback regarding customer service is rarely heard.

“Please know I truly appreciate great customer service. Dawn went above and beyond, never said ‘That’s not my department,’ and communicated quickly and professionally throughout,” the customer said. “Thank you for your exceptional customer care.”

The Skill & The Will

Customer Service

Customer Turns to ArcBest for Full Array of Solutions

Jennifer Faldon — Fri, 10 Mar 2017 15:30:30 +0000

Customer Turns to ArcBest for Full Array of Solutions Jennifer Faldon Fri, 03/10/2017 - 09:30

When the employee of a longtime ArcBest customer changed jobs and joined a new company, he quickly saw that the company could benefit from the stellar service he had experienced from ArcBest carrier ABF Freight^®.

In previous years, the customer had worked with ArcBest Account Manager Steve Stearns. In his new role, he called on Steve to review his new company’s supply chain requirements, which were complex. The company, a worldwide manufacturer of consumer packaging and labels, had experienced damage and late-shipment issues with other carriers. The manufacturer sought a sole source for its shipping solutions, with needs in areas such as truckload brokerage, warehousing and ocean export shipping in addition to LTL services.

Steve along with ArcBest Enterprise Sales Director Frank Longo, ArcBest District Sales Manager Max Mullarky and another account manager reviewed the customer’s needs and developed solutions ArcBest℠ could provide. They presented ArcBest’s comprehensive portfolio of capabilities, which the customer found appealing.

Once they presented the depth of solutions available, the company began using ArcBest for both its less-than-truckload and its truckload needs. Frank worked closely both with the customer and his colleagues to help the customer manage their overall supply chain.

“Developing strong partnerships with customers is powerful, and those partnerships last a long time,” Frank noted.

Steve said the company is happy with the customer service and communication that ArcBest provides as well with a higher level of product visibility than it had with previous carriers.

Now, the customer is considering using ArcBest for its warehousing and international shipping needs.

The Skill & The Will

LTL

Product Launch Team Provides Unmatched Level of Personalization

Kaitlyn Turner — Fri, 24 Feb 2017 16:05:41 +0000

Product Launch Team Provides Unmatched Level of Personalization Kaitlyn Turner Fri, 02/24/2017 - 10:05

A customer seeking a carrier to coordinate the rollout of retail displays turned to ArcBest because of its previous experience with the ArcBest team. For eight years, ArcBest carrier ABF Freight^® had provided standard and expedited LTL service to a customer who manufactures fixtures for retailers.

ArcBest Senior Account Manager David Cerofeci met with several of the customer’s project managers to discuss the Product Launch capabilities ArcBest℠ could offer. The Product Launch team provides more than just transportation; it develops customized solutions to handle every aspect of a customer’s product rollout.

The customer invited David to bid on a rollout of retail displays to 1,300 stores in the United States and Puerto Rico. All aspects of the rollout — from coordinating pickups at warehouses to assembling the products to delivery — had to take place within a two-week time frame. The project required a high level of collaboration and communication to be executed successfully.

The customer chose the ArcBest team and its Product Launch service to take on the job. David worked with ArcBest project managers Larry Womack and Matt Miller to coordinate the rollout. Larry and Matt answered the customer’s questions and “fostered the comfort factor” throughout the process. David called the rollout “very successful.”

Other carriers bidding on the project could not match the unique level of personalization that ArcBest could provide, David said.

“Our superior service gave me the ability to offer a service package to meet the needs of the customer with confidence, far above the capabilities of any other organization or 3PL,” David said. “The reputation that we built through this experience proved to the customer’s upper management that ArcBest is a top-tier transportation supplier.”

The Skill & The Will

Product Launch