Mark Crow
Regional Manager
HST

My name is Marilda and I am the manager at Nora’s Home. I am emailing to compliment a delightful employee, HST City Driver Charlie Labra, who delivered two pallets of material here. Charlie was most accommodating and incredibly professional. He went above and beyond to assist our project manager with offloading the material from the truck and into the designated container.

Please note that he is a definite asset to your organization and as our construction continues here, I hope to see him again. 

Thank you for your time and attention in this matter,

Marilda Daniels
Manager of Operations
Nora's Home
Houston, Texas

Phil Mott
Regional Manager
CGO

Phil:

My wife and I must let you know about an interaction we had with GLK Dock Supervisor Tom Mikich recently. We ordered an elliptical glider from Jet.com for our lake home in Genoa City, Wisconsin.  After thinking about that decision, we changed our mind and wanted it delivered to our home in Mundelein. The order details indicated the item was at your Grayslake location, which just happens to be about a mile from our home. We made a few calls to make this happen and were told that it could not be arranged. GLK Operations Clerk Krista Cadman called us to schedule a delivery time and my husband explained the change we were trying to make. Given the proximity to your Grayslake facility, I even offered to pick up the item. She kindly stated she would contact the vendor as she explained she would need their authorization. Within a very short time, she called us back and said we could pick up the item after 4:30. We were pleasantly surprised and thanked her for her prompt and courteous service.

About 8 p.m. that evening, we went over to your facility to pick up the item. We pulled up and saw the box ready and waiting for us. Unfortunately, our SUV was under repair so we had a Chevy Impala. When I saw the size of the box, I immediately knew it would never fit in the car. I asked the gentleman who was assisting us if he could open the box and allow me to take it in pieces. He was more than happy to do so and offered to put the box back in the warehouse as it was bitterly cold and windy outside.

Upon re-entering the warehouse, Tom approached and asked the forklift operator what was going on. The gentleman explained and Tom without hesitation said "No, that is not necessary. My shift is over. I am leaving and he should put it in my truck and I will take it to their house."

I was shocked at his willingness to do this. Tom pulled his truck over and he and the forklift driver put the glider in his truck. He escorted us out of the lot and followed us the short drive back to our house. Tom pulled up to our garage, helped get the glider out of his truck, and thanked us to which we replied "No, thank you!"

We were beyond appreciative and impressed with his professionalism, courtesy and willingness to help us. Without Tom's help, I have no idea how I would have been able to get this item to my house without much time and aggravation.

Tom truly went above and beyond to assist us and we cannot express our deepest thanks to him and Krista for all they did. Saia should be commended for the attention to customer service displayed by these individuals. 

With thanks and appreciation,

Dave and Vickie Mellon
Mundelein, Illinois

Craig Bordelon
Terminal Manager
LAF

I would like to take a moment to praise  LAF City Driver Tony Leger who has delivered to me a number of times. I can’t tell you how lucky Saia is to have him as an employee. He always has a smile on his face and a kind word. I look forward to days that I have a shipment coming in on a Saia truck because I know that no matter how bad my day is, Tony will make it better not worse.

As a matter of fact, even on days when Saia is not delivering anything to us, every time Tony passes by my store on his way to another drop, he gives a quick toot of the horn and I wave, knowing good and well he can’t see me. It makes my day a little brighter and that is the kind of employee any employer would want on their team.

Drivers like Tony are so important because there are also many undesirable ones. Those that never crack a smile, talk to someone (else) on their Bluetooth, or those that are in a rush to get to the next stop. I know they have many days where they have to put up with things that many of us would consider quitting over. How a driver presents themselves to the customer is so important because, for the customer, the driver is the face of Saia. The driver is what many customers will use to rate Saia. This is why I wanted to recognize Tony for his hard work and dedication to Saia and its customers. There are many good drivers out there, but Tony is one of the best.

Regards,

Matt Lister
Lister Flooring, LLC
Opelousas, Louisiana

Becky Pennison
Claims Manager
HGO

Great Plains Stainless recently had a claim with Saia. I think everyone can agree that dealing with claims issues isn’t enjoyable, but the way HGO Cargo Claims Investigator Kelly Rodrigue handled this one claim quickly made the experience a lot easier. As I always say, customer service is key and your claims agent knocked it out of the park.

Thank you,

Brandon Framel
Warehouse Supervisor
Great Plains Stainless
Tulsa, Oklahoma