Cognitive Bias is Making Your Job More Difficult

If you, like me, are a human being, then you have a certain number of cognitive biases. In fact, it’s difficult to function without a few biases in order to move throughout your day. Most of them you are not even aware you’re making. Unfortunately, most negative outcomes can be attributed to one form ofContinue reading “Cognitive Bias is Making Your Job More Difficult”

Managing Upwards Requires Real Effort

It doesn’t matter who you are, you report to someone. Even the CEO answers to the Chairman, Board of Directors, and outside investors. Besides managing people that don’t report to you, managing upwards may be the most difficult part of your job. When you hear the word “manage”, nearly everyone envisions managing direct reports, butContinue reading “Managing Upwards Requires Real Effort”

Caveat Emptor: Know Your “True” Cost of Service.

When communicating, nearly everyone uses some form of shorthand (a simplified manner of communication). It’s efficient and accurate enough for most situations. That said, it’s also fraught with pitfalls. Nowhere is this truer than in logistics and transportation. Forget for a moment not knowing or understanding the whole host of acronyms used in that industry,Continue reading “Caveat Emptor: Know Your “True” Cost of Service.”

When should you consider relocating your office?

Since I started in logistics in the late 80’s with 3M Company (NYSE: MMM), I have been in charge of numerous office moves and consolidations. For example, at Panther Premium Services, because of the acquisition of 2 air freight forwarders in Chicago, we had to consolidate 3 offices to the ideal location in Elk Grove VillageContinue reading “When should you consider relocating your office?”

Do you hear voices? We do.

Although Voice of the Customer (VoC) is a concept that’s been around for nearly 30 years, it amazes me how few companies do a decent job of it. For those unfamiliar, Voice of the Customer (VoC) is a rigorous process for capturing customer’s expectations, preferences, and aversions. There are a number of good books onContinue reading “Do you hear voices? We do.”

How to Fix the $350 Billion “For-Hire” Truckload Industry

As most of you know, full truckload (I refer to it as just “truckload” in the rest of the article) is a mode of freight for larger shipments that typically occupy more than half and up to the full capacity of a 48′ or 53′ trailer. According to the American Trucking Association, the US FullContinue reading “How to Fix the $350 Billion “For-Hire” Truckload Industry”

Customer Service is dead. Long Live Customer Service.

Customer Service in this country has been dying a slow, painful death over the last few decades. From poor communication to general rudeness, a lot of factors play into this, including the fact that buyers are more sophisticated and have higher expectations. Either way, the decline in customer satisfaction is real and evident in everyContinue reading “Customer Service is dead. Long Live Customer Service.”

Focus on Being Great and Big Will Follow

Don’t get me wrong; growing a company is a “great” thing. The most rewarding times in my career were helping companies attain growth rates that were multiples of the industry average. However, I’ve found that executives get consumed with growth when the best way to grow is by focusing on becoming great. Why the disconnect?Continue reading “Focus on Being Great and Big Will Follow”

Objects in Rearview Mirror May Be Closer Than They Appear

I remember it as if it were yesterday. Sitting in Driver’s Ed, excited about getting my Driver’s Permit. There was one lesson that seemed odd…make sure to check your side and rear view mirrors every 3 seconds (I believe they’ve since extended that to 5 seconds). At the time it seemed a bit excessive, but withContinue reading “Objects in Rearview Mirror May Be Closer Than They Appear”

The 7 Secrets to Finding, Hiring, and Retaining Strong Leaders

Companies with high employee retention aren’t necessarily successful; however, successful companies almost always have high retention. For as important as this metric is, it doesn’t get near the attention it deserves. That’s the impetus for this paper: to bring employee retention to the forefront and share proven strategies for hiring and retaining top performers. YourContinue reading “The 7 Secrets to Finding, Hiring, and Retaining Strong Leaders”