Your “To Do List” Won’t Get You There

In today’s fast-paced world, we must achieve outstanding results with less time. We are constantly juggling time, quality, and cost; and trying to do so in a rapidly shifting environment. With the goal of uncompromised results, it is critical that we plan, set priorities, and act quickly and decisively, all of which require unparalleled timeContinue reading “Your “To Do List” Won’t Get You There”

Define, Design, and Maintain a “Winning” Culture

If you ask any business leader what culture means, you will get a slightly different answer from each one of them. Regardless of your definition, the concept of “culture” is ethereal and almost beyond definition; but you know it when you see it, or better yet, feel it. Culture can almost be described as theContinue reading “Define, Design, and Maintain a “Winning” Culture”

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”