by Hanson Logistics Hanson Logistics

Knowing What It Means to Stay Strong.

Author: Ken Whah, President and CEO ?


No matter your occupation, you are likely feeling stressed, anxious, or even depressed at work these days. You?re not alone. According to a recent study from Eagle Hill Consulting on the COVID 19 impact on the workforce, nearly 50% of employees suffer burnout. There?s no getting away from the pandemic, work or home. 

We consider our fellow workers, in our case Teammates, to be family. It?s the first and foremost tenant of the Hanson Way. And it?s not hard to notice when a family member is feeling down. 

Ten months ago, when supply chain personnel were designated as essential workers, there was a certain bravado among our family. We were on the front line to ensure the food chain kept humming, even with all the stops and starts. Today, it requires a bit more fortitude and commitment to deliver excellence day in and day out. Especially not knowing when schools will fully reopen, when the numbers of cases will fall well below dangerous levels, and when Hanson Teammates can start planning rejuvenating vacations or celebrating important birthdays like we used to. 

The pandemic is a catalyst for change. COVID-19 and all its disruption have sharpened the pencil of our Continuous Improvement Program. Now, more than ever, we need to listen to the voice of our customers, to deliver value as promised, and to continue to eliminate any waste along the way.

Stay strong. I?m proud of each and every Teammate in our family.

 

by Hanson Logistics Hanson Logistics

Moving the Needle

Author: Ken Whah, President and CEO ?

Staying on course is an accomplishment for virtually any business during a pandemic. Still, it?s not a time to set aside laying the groundwork for improved post-COVID operations. Our annual Net Promoter Score (NPS) survey, for example, went out as planned to our customers last month, the results of which help benchmark and guide our continuous improvement initiative. Our simple two question questionnaire is sent to everyone in a customer organization, asking them on a scale of 0 to 10 would they recommend Hanson Logistics to a friend. NPS is an important score in measuring year-over-year our customers? experience, allowing us to assess how well (not so well) we?re meeting our customers? expectations. 

Respondents are grouped by the following:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who may be vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can impede growth through negative word-of-mouth.

This year, we were pleasantly surprised by the level of engagement and the excellent feedback from our customers. Our score confirmed that incremental, front line improvements suggested by customers and implemented by Hanson Teammates are having a positive impact on the Hanson customer experience. Yes, we have a few detractors; we view their input as an opportunity to zero in on their feedback and improve our service accordingly.

In statistical terms, our 2020 NPS improved significantly, up 20% from last year. This dramatic improvement was achieved not only in our traditional warehousing and transportation, but also in our newer service lines, such as frozen food ecommerce and single inventory national distribution. What?s more, our customers voted Hanson Logistics in the higher percentile for service levels during COVID, when the frozen food supply was reeling from rollercoaster changes in demand, and we all were working ? and continue to work ? under strict safety protocols.

Hanson Logistics Teammates deserve all the credit for not only making things happen, but making things happen better. 

Yes We Can!