by TQL
4/30/2010
In early June, truck lanes running from the West to East coast tightened up considerably. High quality, dependable carriers were in high demand, especially for the season’s most popular freight: fresh produce. TQL Logistics Account Executive Zach had a load of fresh grapes that needed to be picked up in one of the tightest areas of the country – Nogales, AZ.
The shipment was on its way to Yorktown, IN for a client that had come on board with TQL only weeks before, in late May. Zach knew that this shipment would be big, not only for building a solid foundation with his new client, but because it would require an experienced driver who was familiar with long hauls of fresh produce.
Zach turned to one of the qualified carriers in TQL’s carrier network, an owner/operator named Ray from Runin’ Wild Express. On the morning of the load, Zach called to dispatch Ray and learned that his trailer did not have an airchute. Knowing that it was a policy at TQL for all produce loads to have an airchute, Zach got worried. The pick-up was scheduled for that morning at 9:00 AM and he thought he would have to search for a new truck at the last minute to get the job done on time.
Thankfully, however, it wasn’t needed. When Zach told Ray about the policy, he responded positively. He went to Wal-Mart, purchased an airchute and installed it himself, saying that if he “needed to get an airchute to keep TQL’s client happy, I will.” Ray even faxed the receipt back to Zach to prove that he followed through on his word.
Ray arrived at the shipper, with his newly installed airchute, on time to get loaded and did an exceptional job throughout the load, making check calls each day and delivering the produce on time and in perfect quality.
Ray could have easily said “good bye” and found a different load when Zach told him that he needed an airchute. Instead of getting off TQL’s load at the last minute, he did what he needed to do to keep the client happy and come through for TQL.
“I am extremely impressed with Ray’s decision and effort to complete the load he booked with me,” Zach said. “He is exactly the type of driver we appreciate at TQL. I now call him regularly with loads and have told many of my co-workers about his great service.”
