Is Bigger Better?

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As the President of Box Brothers Companies, I am often in the proverbial hot seat when it comes to issueswith personnel, customers or in the shipping business, matters to do with shipping damage, delays, as wellas all kinds of other issues.   Just part of running a robust and diverse company with multiple locations and avery strong commitment to our customers, for the last and only 27 years of since our beginning in 1985.
Of course, with hundreds of packages shipped daily from our retail stores, and dozens of LTL shipmentsbeing shipped daily to our crating services, where this week, we will complete and deliver over 100 cratesto our respective customers---there are bound to be some customers or employees who have issues thatgo no further than my desk.
It is important today, to be accessible, as that is the one GINOMIS trait that all of the larger well to do firmshave in common, no matter what their industry segment is, that no one in senior management will purposelyengage any of their customers.  Ever.
While there are exceptions, if I were to be able to give out “academy awards for bad service or a Lip Service Award”(which means they all talk service but do not talk to their customers), one would have to go to American Express, forhaving the biggest phone room without any supervisor ever being present, let alone any corporate officer, as thatinfo is more than top secret, I know cause I tried…..but UPS wins one of those awards, so does Home Depot, and howabout Avis and Hertz and United Airlines, who is supposed employee owned……
On the contrary, when a customer has an issue, they want to take it to as high a place as they can, so they cancommunicate how they feel to be one of your customers.   What I do not get, at all, today, is how they all getaway with it.   I think these firms, who undoubtedly use focus groups, but why imitate what you have already,customers and why are you afraid to speak to them?   Again, why people patronize these firms when they haveoptions to patronize firms who are smaller and for whom, your purchase means so much more than just aboutanything else.
Today, I got a letter sent to me by a customer in the top (upstate) corner of New York.   One of our managers inthe Bay area, received a letter from this customer after our efforts to get her a set of antique chairs, to her remoteresidence, was something we undertook for a customer we did not know prior.   This customer was so amazed at howpersonable and friendly and committed to get her this small shipment, at a cost less than any van line in America couldor wanted to do………that when she got the chairs—and even though they were purchased online and when she finallygot them---they turned out to not work for the area she intended them to go----she wrote to us that it did not matterthat they chairs would not work as she intended them to, but that our service and our outreach by our manager, Connie.was so great, it did not matter, cause now, our customer, has a friend in the shipping industry.   A fan too.
I tell this story as it helps define what we do at Box Brothers and why how we do things, makes all the difference to our
customers and that is why each and every one of our customer, rich or poor, small or big, are crucial to our ongoing success,and I would not have it any other way.   Any one of our daily thousand customers a day, can call me anytime, or any of ourmanagers, employees or staff, as customer service, the real customer service is alive and well here at Box Brothers, as thatis who we come to work for each and every day, and to the rest of the world, spend your money where it counts as truevalue comes when someone cares about you as a customer and your needs, you are not just a footnote on a balance sheetand you are not just a number.   To us at Box Brothers, you are the reason we are here.   May we help you?


Mark S. FrydmanBox Brothers Corp.1-800-842-6937www.boxbros.com