Having been around Saia most of my life, one of the questions I have heard over and over again is, “Who’s The Boss?” or “Who do I report to?” Well, I am happy to announce that we all have one common boss. Our customer.  

I think back over the years and how Saia has been shaped because of our customers’ expectations.  I am proud to say that Saia has listened. And because of this, after 94 years, we’re still one of the premier carriers in LTL and logistics.  

Make no mistake about it. The customer may not always be right, much like a boss; however, the customer is always the customer and right or wrong, they are the lifeblood of Saia and must be treated accordingly. Great companies walk the talk and are winners because they manage and work hard at the “small stuff,” meaning their:

• Equipment is in good order
• Uniforms are neat and worn with pride
• Freight is secured properly
• Straps are in place, if needed
• Trailer is locked

Today, technology allows the customer to see the movement of each shipment as it travels through the Saia network. It is as though the customer is riding in our trucks or standing on our docks. Everything we do each day is seen, one way or another, and can be evaluated:

• Is freight manifested and moving properly?
• Are there linehaul delays?
• Are pickups or deliveries on time?
• Are deliveries damage or shortage-free?
• How's service?
• Have timely appointments been set and freight delivered within the window?
• Is there returned freight?

Do we appreciate our customer? Our boss? Do we answer the phone politely and respond professionally with timely and accurate information?  On our docks, do we handle our boss’ freight as if it were our own?  Do we provide a pleasant pick-up and delivery experience for our customers, giving them no choice but to use Saia?

Improving 10 percent on a handful of key items versus improving two gigantic items by 100 percent can be accomplished. Challenging ourselves to improve 10 percent when it comes to those targeted items I named above is the path to our continued success. We can certainly accomplish this both individually and as a team.  

At Saia, we are, and have always been blessed, with hard-working and dedicated employees. Each of us makes a difference. We must keep the “boss” in mind in all that we do - because our customers are always watching.

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