Turn your delivery team into brand ambassadors
As the last touchpoint in the customer journey, your delivery teams are your brand ambassadors. How well is your team trained to leave a positive lasting impression that keeps your customers coming back? Do they have the ability to interact professionally and present an outstanding image to your customers, so your store is seen in the best light?
John Vargo, Senior VP of Operations for J.B. Hunt, Ed Massood, President of Design Savvy, and Ted Stoeker, VP of Operations for Kelli’s Gift Shop Suppliers, will share their experiences in developing the skills and strategies that turned their delivery personnel into true brand ambassadors.
- Finding great hires starts with setting expectations with your hiring team on what you’re looking for. Be cautious about settling.
- The key attributes for a great hire include great interpersonal skills, an upbeat attitude, and a positive first impression.
- Retention is critical. Show opportunity by creating a career path, providing training, and showing appreciation.
Ed Massood – Owner, Design Savvy
Ed is the current owner of Home Inspirations Design Studio. He is also the president of Massood Logistics. Massood Logistics has been in business since 2009, with roots in freight handling and home furnishings going back more than 60 years. The original family business, which operated as MGM Trucking, handled all types of goods but specialized in home furnishings and delivery to retailers across the nation. Furthermore, the Massood family has owned and managed a chain of retail furniture stores for more than 20 years, giving them the unique experience of being heavily involved in all links in the manufacturer-to-consumer supply chain.
John Vargo – Senior VP of Operations, J.B. Hunt Final Mile
John has over 22 years of experience in fleet operations, warehouse management, and customer service.
Ted Stoecker – Vice President of Operations, Kelli’s Gift Shop Suppliers
Ted is an executive leader with more than 25 years of experience improving multi-site distribution and logistics operations. Ted has built high-performing teams and coached them to success through a hands-on, involved leadership style using collaborative management that encourages sharing best practices. He also has a successful record of improving safety and quality using engaging programs that drive results and establish guidelines and accountability through metrics and KPI’s.