Stevens Worldwide Van Lines Online

Around The Globe
A Publication for Commercial Agents of Stevens Worldwide Van Lines
March 2010
1
Welcome New Agents
2
Agent Moves Baseball Team
Agent Unit On Display
3
Arizona’s #1 Mover
Packing Boot Camp
4
From The President
5
2009 Sales Seminar Challenge
6
From The Director’s Chair
7-9
Marketing News
10-11
2010 Las Vegas Sales Seminar
12-14
DOD News
14
Uploading To SVLOnline
15
Long Distance PVOs
16
Trailers For Sale
Spring Inspections
17
Logs & Trip Reports
18
Outdated Microsoft Products
Focused Logistics
19
Incent~O~Meter
20
Bulletin Board
WELCOME NEW AGENTS!
We would like to take this opportunity to announce
our newest partnerships with Commercial Agents:
A BETTER TRIPP MOVING & STORAGE
HOUSTON, TX
David Tripp, President
Bill O’Neil, Vice President
Jack Summers, Operations
Linda Fowler, Of!ice Manager
ALL STAR MOVING & STORAGE
GEORGETOWN, TX
Joe Martinez, General Manager
Ken Schules, Operations Manager
Dawn Solon, Sales
ANCHOR MOVING SYSTEMS
MENOMONEE FALLS, WE
Bill Forrester, President
Chris Forrester, Vice President
Mike Forrester, Operations/Sales
Terry Krahn, Accounting
BESTER BROS. TRANSFER & STORAGE
SOUTH ST. PAUL, MN
Paul Lentz, General Manager
Scott Albrecht, Ops Manager
Kathy Bester, Sales
Aaron Larsen, Sales
DJ MOVING & STORAGE
TERRE HAUTE, IN
Debra Eldred, Gen Mgr/Sales
Becky David, Ops
FIREBIRD MOVING & STORAGE
TUCSON, AZ
Marc Espinosa, General/Ops Manager
Sandra King, Of!ice Manager
GORDON MOVING SERVICES
LAGUNA HILLS, CA
Randy Gordon
Betty Gordon
MOVEGREEN
GOLETA, CA
Erik Haney, CEO
Patrick Wilkinson, COO
Anthony Olivas. Marketing
Adela Arguijo, Of!ice Manager
Agent Moves Boys of Summer to Spring Training
Ed Melton,
Vice President, Marketing
The baseballs, bats, uniforms and gloves arrived at Maryvale Baseball
Park in Phoenix, Arizona. The binders, clipboards, video cameras and
mascot bodies came. After that, the Milwaukee Brewers' players and
coaches began reporting to training camp.
Stevens Worldwide Van Lines Agent Anchor Moving Systems was responsible for getting all of the equipment and supplies from Miller Park to the
Brew Crew spring training site.
Anchor, in Menomonee Falls, Wisconsin, has moved equipment for the Brewers to training camp for the past twenty
years, says Anchor President Bill Forrester, Jr.
At the end of January, a moving van full of what Bill calls "the real baseball stuff" headed to Arizona from Wisconsin.
In early February, the "administrative items" -- plus a few extras -- !illed half of a Stevens/Anchor truck, arriving at
camp in plenty of time to be ready for the team. Some of those "extras" included the costumes for the fan favorite
"racing sausages" between innings shows.
"We move all of the bats, jerseys and important paperwork -- and the sausages always go, too," Bill says. "It's getting
to be spring and people are just beginning to think about baseball."
The Brewers' !irst full squad workout was Saturday, February 27, with the !irst training season game six days later.
Opening day in Milwaukee is April 5 at Miller Park.
Agent Unit On Display At AMSA Convention
At this year’s AMSA Education Conference & Expo, Executive Moving (Woodbridge, VA), had the distinct honor of being the only moving company with a unit displayed outside of the Phoenix Convention Center.
Request for placement of the unit was made by Linda Bauer Darr, AMSA President and CEO, to demonstrate effective
utilization of the ProMover logo on vehicle graphics.
L to R: Chuck Bailey, General Manager of Executive Moving
and Morrie Stevens, Sr., CEO of Stevens Van Lines
2
Agent Is Ranking Arizona’s #1 Mover of 2010
Congratulations to Professional Movers, Inc., voted Ranking
Arizona’s #1 mover of 2010! Professional Movers was founded in
1983 by Roland Bachman (retired), Tony and Wanda Evangelisti.
They have provided quality service at a fair price for over a
quarter of a century.
Professional Movers is a full service moving company, providing
local, intrastate, long distance, international and of"ice relocation.
They also provide short and long term storage, receiving,
warehousing, distribution and set up services for home builders,
model homes and interior designers.
Front: Wanda Evangelisti, Vice President and
Lori Ruiz, Operations Manager
Back: Tony Evangelisti, President and Mike Stover, Sales
Professional Movers has been an Agent for Stevens Van Lines for
over 12 years.
The Stevens’ Packing Boot Camp 2010
Jim Welsh,
Vice President of Operations
Stevens Van Lines is committed to improving our packing satisfaction scores. I have
shared with many of you the importance of Total Customer Satisfaction (TCS) and the
"inancial impact it has on the Stevens Agent Family. Through our quest to achieve TCS
we have identi"ied, through our post move surveys and customer feedback, our biggest obstacle. It is our inability to provide a consistent packing service.
In an effort to move our packing scores above industry norms, Stevens Van Lines will
be holding a Packing Boot Camp in Saginaw, Michigan, May 15th & 16th. The Stevens Packing Boot Camp is designed
as a hands-on “train the trainer” teaching program. The Packing Boot Camp will stress the signi"icant role our pack
crews play in the move process. Attendees will be trained in critical packing techniques, including the need to present
at all times a professional image, proper paper work in addition to a full day of hands on packing training on Saturday
the 16th.
Registration:
•For the "irst 50 agents that register one (1) attendee the cost is 100% free. This includes a room for 2 nights, food
and beverages and course materials. Your only cost is a plane ticket.
•For each additional attendee from your company the cost will be $175.00 based on double occupancy.
•To register go to: www.regonline.com/packingboot_camp2010 today. Do not miss out on this opportunity. Any other questions contact Jim Welsh at 989-412-0659.
I encourage everyone to take advantage of this unique training opportunity.
The Way To Move™…..Our Packing Scores is by understanding the issues, addressing the issues and ultimately training our service providers to become better at what they do for a living. I look forward to seeing you at the 2010 Packing Boot Camp.
3
FROM THE PRESIDENT... Joe Biskner
Happy March everyone. Can you believe that peak season 2010 is just around the corner? Only a few more weeks
before we change from too much time on our hands to not enough minutes in the day!
I want to personally thank everyone for their commitment to Total Customer Satisfaction and willingness to look
inward and take accountability for making Stevens successful.
Also, thanks for your participation in the TCS Quality Hour every 3rd Wednesday of the month. I’d like to thank Geri
Rudolf, Gregg Kava, Gary Pattison, Jeff Muno, and my co-host JW for their never ending commitment to bringing you
quality subject matter with a little bit of humor. We put this hour together each month for you. Feel free to provide
feedback on topics you’d like to see covered for future broadcasts.
Have you had the chance to visit yet with its new design? If not, you are really missing out on some of the latest and
greatest that the internet has to offer. Stevens is moving up the cyberspace chart and can now be seen on YouTube,
FaceBook, and all of those other places that the next generation of customers will shop.
Have you felt the power of Stevens’ new tag line: “The Way To Move™?” This is a lasting expression that can touch
so many.
“Whether you are moving your business, your records, or your family – across town, across the country or around the
world…. Stevens is The Way to Move™”
Have you seen our new ISO Quality Policy?
“The Stevens Group will deliver Total Customer Satisfaction at a value that meets customer agreed-upon terms and
conditions. Stevens is The Way to Move™ through our commitment to be the industry leader in providing quality
driven consumer and corporate relocation services with quanti"iable results.”
But, it’s not just about words. Our team has been hard at work creating programs that create opportunity for you!
Stevens has taken plenty of action to get you ready to conquer this economy.
Have you taken advantage of any of our new marketing programs? If not, please read about them inside and contact
us. Have you prepared your sales staff for the upcoming sales season? If not, you can still register for our 2-day
Nashville sales training. Are your packing crews ready to WOW the customer? If not, you can still sign up for our
packing boot camp for May 14-16.
Finally, are you ready for the busy season? No matter what the season looks like compared to previous years, it will
be busier than Jan-April. Dust off your great attitudes or "ind a book of jokes for the day. Whatever it takes to put you
in the right frame of mind for the challenges you will face. Peak season is the industry’s time to shine and the time
when we are most likely to be so busy we forget we will leave 60% of the impression with the customer!! Tune in on
April 21 for trips, tips, and advice on preparedness for this next peak season.
Feel free to reach out to me any time and I will do whatever I can to help.
4
2009 Sales Seminar Challenge Winner
Morrie Stevens, Jr.
Vice President, Commercial Agency Division
Last year at the 2009 Agency Sales Seminar in Las Vegas, NV, I announced two sales incentive programs that I challenged all of you with for 2009. These were the Big Booker Sales
Challenge and the Real Estate Afinity Challenge. Those entered in the contest were the
following sales professionals:
Janet Bailey & Donna Nelson - Northwest Moving Services, Burlington, WA
Patrick & Sally Bolger - Grace Moving Company, Modesto, CA
Jesse & Sovann Chabot - Golden West Moving Systems, Riverside, CA
Eddie Chatterton - Las Cruces Moving & Storage, El Paso, TX
Dane & Kevin Curtis - Curtis Movers, Rancho Cucamonga, CA
Matt Devall - Two Man Movers & Storage, Salt Lake City, UT
Tony Evangelisti - Professional Movers, Phoenix, AZ
Monica Harris - Mason Moving & Storage, Richmond, VA
Brian & Kelly Kavanaugh - Advantage Moving & Storage, Milpitas, CA
Mark Keller - North Park Transfer & Storage, El Cajon, CA
Christina Larson & Diana Vann - Country Wide Moving & Storage, Vandalia, OH
Pat Meyer - Viking Moving Services, Anacortes, WA
Jim Mooney - The Mooney Corporation, Albuquerque, NM
Gail & Paul Nelson - Marathon Moving Company, Randolph, MA
Dean Savage - Apex Moving & Storage, Puyallup, WA
Manola Setava - Cousins USA Moving & Storage, Ft. Lauderdale, FL
Ed Tuohy, Jim Tutton & Doug Kent!ield - Mountain Moving & Storage, Tacoma, WA
Theresa Turner - NL Wilson Moving, Overland Park, KS
BIG BOOKER SALES CHALLENGE
There was to be a $500 sales incentive paid to the Agent who booked the most commercial household goods (nonmilitary) linehaul on shipments loaded between 4/1/09 and 12/31/09. The shipments counted were based on the
load date.
The winner of THE BIG BOOKER CHALLENGE is Manola “Manny” Setava from Cousins USA Moving & Storage! Manny
booked $279,518 in commercial household goods from 4/1/09 to 12/31/09. Congratulations Manny!
REAL ESTATE AFFINITY CHALLENGE
There was to be a $500 sales incentive paid to the Agent that signed two service agreements with two different real
estate companies between 4/1/09 and 12/31/09.
There was not a winner for this challenge.
2010 Sales Challenge
We will be announcing the 2010 Sales Incentive Program at the Nashville, TN Sales Seminar, April 13th & 14th. If you
haven’t registered for the sales seminar do it now while space is still available. The link to register is www.regonline.
com/SVLSalesTraining2010. Look forward to seeing you there!
5
From the Director’s Chair
Judy Butler, Director
Commercial Agency Division
Hello Everyone ….. and Happy Spring! As we move toward what we all
hope will be a “normal” busy season let’s all make sure that we are ready!
Among the items that will get us there:
•
•
•
•
•
•
•
•
•
Spring inspections and repairs.
Crew training and/or re-training.
Save time and aggravation…update summer physicals NOW.
Check van equipment. Replace those items lost or worn out.
Clean up the warehouse and grounds.
Stock up on uniforms.
Home Protection Kits!
Train/re-train on paperwork.
Don’t wait until the last minute to hire, give yourself training time.
Don’t forget the TCS Quality Hour the third Wednesday of every month, 12 noon EST. These hour long
webinars are relevant to the industry today and speci"ic to our Van Line. They are aimed at increasing our
collective service levels in order to:
•
•
•
Retain our current customers.
Grow our business.
Increase our pro"its.
Please tune in!
~~~~~~~~~~~~~~~~~~~~
On a much different note, Rhonda Irish of the Stevens/Saginaw Agency is to be congratulated on her recent
donation to Locks of Love.
Locks of Love is a public non-pro"it organization that provides hairpieces to "inancially disadvantaged children in the United States and Canada. These children must be under age 21 and suffering from long-term
medical hair loss.
The prostheses provided to these children do much to help restore self-esteem and con"idence, helping
them to face the world!
Good job, Rhonda!!
6
MARKETING NEWS!
STEVENS’ POSTCARD PROGRAM
Stevens partners with a local printer to provide Agents with optimal pricing on postcards and mail house services.
Agents are encouraged to participate in a direct mailing program either on their own or through our pre-arranged
program with TBF Graphics.
The initial phase and set-up of postcards may be accomplished by the Agent contacting Tom Swidorski (Ext. 337)
in the marketing department. From there the Agent will work closely with both marketing and TBF Graphics to
accomplish their goals.
Two Options for mailing:
1. Agents may opt to use TBF as their mail house.
With the ease of email, Agents simply supply the printer
with their weekly leads and leave the rest up to the printer.
Postcards are imprinted, stamped and mailed bulk-rate,
"irst class to the list provided on a scheduled weekly basis.
This program provides you ef"iciencies and saves money
by freeing of"ice resources, ensuring the mailing goes out,
and saving cost on postage. TBF invoices Stevens for each
print job, resulting in a voucher for the Agent. The average
cost is $0.37 per card and you provide the address.
Available in 4 x 6 and 5.5 x 8.5 sizes
Agents may opt in or out of this program at any time.
2. Purchasing in bulk.
Agents may purchase postcards in bulk and have them
shipped directly to their of"ice to label and mail. TBF
invoices Stevens for each print job, resulting in a voucher
for the Agent.
COMING SOON
Agents may join this program at any time and may reorder
postcards when necessary through the Stevens Shop.
2 NEW DESIGNS
Postcard shells are printed on 12pt Carolina paper with a
UV glossy presentation. These shells are pre-printed in bulk
quantities approximately two to three times per year.
Marketing can assist in providing samples of messages and suggested logos, including Better Business Bureau, AMSA
and CMP, however it is strongly advised that each Agent recognize competing forces within their market and customize
their postcard accordingly. Agents will work directly with TBF Graphics to achieve their unique message.
Average cost per card is $0.10 for either size with the back imprinted.
7
WATCH YOUR MAILBOX FOR NEW 2010 PROGRAM INFORMATION!
You will soon be receiving information packets for:
•
•
PLUS - Stevens new real estate cash back program.
First Time Corporate and Reactivation Program - Stevens new national
account marketing campaigns.
For more information on either of these programs please contact:
PLUS
Ed Melton, VP, Marketing
800.755.3000 Ext. 392
[email protected]
First Time Corporate and Reactivation Program
Danielle Enos, National Account Marketing Representative
800.755.3000 Ext. 398
[email protected]
STEVENS CONCIERGE SERVICES
Stevens is proud to offer Stevens Concierge Services as an added value to our customers.
Stevens Concierge Services is a single source allowing customers to switch utilities, including:
•Television
•Telephone
•Internet
•Home Security
•Insurance
In addition, Stevens Concierge Services allows Agents / sales representatives the opportunity for additional
commission. Contingent on the service, Stevens has established a commission structure ranging from $5.00
to $50.00. For additional information please contact Brenda Bigham in marketing.
STEVENS VAN LINES BI-MONTLY SALES CONFERENCE CALL
•Conference call number the same for everybody.
•45 minute call – 30 minutes of training 15 minutes feedback and questions.
•Agenda published on SVL info 48 hrs before training.
•Different topic each week.
•Volunteer program - sales people can call in from anywhere.
•Designed to help sales people develop skills.
8
CONTINUE TO SUPPORT RELIEF EFFORTS FOR HAITI
Nearly two months have passed since the earthquake in Haiti. The devastating photos have largely vanished from the
front pages and evening news headlines, but the great need remains.
Stevens continues to ask Agents to promote the van line’s efforts to donate funds for each interstate and international
move registered until the end of March.
Each Agent has received materials to help endorse this program in your area. Those materials
included easily customizable media releases and
ready-to-use liers for sales staff.
The Marketing Department strongly urges you
to use those materials, especially the liers, until
the end of this program, as help still is desperately needed. Reports from World Vision, the
organization to which Stevens is making the
donation, indicate that the increasing concerns
are for children who were separated from their
families and are alone and at risk and for medical supplies. Thousands of children lost their families in the earthquake and have been surviving unaccompanied by
family members and are in need of nutrition and homes. In addition, scores of people lost limbs due to crush injuries
or infections from wounds and will need crutches, braces and prosthetic arms and legs.
As of the irst week in March, the number of registered moves amounted to more than $16,000 worth of donations
to World Vision from Stevens.
For any information about this program, contact Geri Rudolf at 800-678-3836, ext. 391 or at [email protected].
SUBMIT THOSE NEWS AND BLOG ITEMS
Stevens welcomes the opportunity to feature your Agency on its corporate website in the “News” or “Blog” sections.
This is a great way to gain increased visibility about the great things you are doing in your local market and allows
the van line to highlight the Agency family.
Some ideas for news or blog items might include: unusual or high proile
moves, like moving a professional baseball team to spring training or moving antiques from a state historical society; awards or recognitions won
by your Agency; or new initiatives by your Agency, like a commitment to
environmentally friendly practices.
You don’t have to write the information yourself. The Marketing Department will help you. All you have to do is contact Geri Rudolf with general
information. She is available at 800-678-3836, ext. 391 or at grudolf@
stevensworldwide.com.
The Marketing Department is also happy to help you to submit newsrelated items to the local media in your area.
9
Las Vegas Agent Sales Seminar
Morrie Stevens, Jr.
Vice President, Commercial Agency Division
Greetings from the great north! As you know winter is over and that means that
the time for hibernation is over. Time to get your sales department pumped for the
upcoming busy season. I know it’s hard to stay motivated during the slow season in
our industry, but its time to start those engines.
I just returned from our Western Regional sale seminar where Ed Melton, Vice President of Marketing, unleashed the following programs:
1.
2.
3.
PLUS – Stevens new real estate cash back program.
First Time Corporate and Reactivation Program – Stevens’ new National Account marketing
campaign on behalf of our Agents.
Stevens Concierge Services – A single source provider for our customers to switch utilities.
These three new programs are just an added value for why the customer should choose Stevens Van Lines
as its long distance relocation specialist.
I want to thank the following Agent representatives that attended the Western Regional Sales Seminar
March 16th and 17th at the Hard Rock Hotel in Las Vegas, NV. We all enjoyed two busy days of networking
and learning on how to differentiate Stevens Van Lines. Also, Chip Doyle from Sandler Training spent the
entire second day on how to present the different services Stevens Van Lines has to offer. If you couldn’t
make the Western Region seminar you are in luck as we have another one planned in Nashville, TN April
13th and 14th. If you need more information please contact the Commercial Agency Division.
Kathy Baca & Rose Ramirez - Mooney Movers Inc., Albuquerque, NM
Janet Bailey & Donna Nelson - Northwest Moving Services, Inc., Burlington, WA
Jesse & Sovann Chabot - Golden West Moving Systems, Inc., Riverside, CA
Matt DeVall - Two Man Movers and Storage, Salt Lake City, UT
Art & Bret Dombrowski & Steve Warner - T-Bow Mvg & Stg of Yuba City, Marysville, CA
Gary Douthat, Thomas Kemp, Iosif Gozner & Roberto Valencia - Executive Mvg Systems, Woodbridge, VA
Roger Fisk - Fisk Van Lines of Upstate New York, Watertown, NY
Chris Fisk & Daniel Meeker - Slidell Moving, Slidell, LA
Bill Forrester - Anchor Moving Systems, Menomonee Falls, WI
Erik Haney & Patrick Wilkinson - Movegreen Inc., Goleta, CA
Mark & Missy Keller - North Park Transfer & Storage, Inc., El Cajon, CA
John Korenic - A. Alliance Moving & Storage, Denver, CO
Jon Powell & Marc Isquith - Red Carpet Moving and Storage, Las Vegas, NV
Dean Savage & Richard Burton - Apex Moving & Storage, Puyallup, WA
Chris Soderberg - Chris’ Moving Men, Inc., Gardena, CA
Ron Van Sickle - Professional Movers Inc., Phoenix, AZ
10
I also had the pleasure of getting out of the cold in early March to visit Secure Moving, Inc. in Birmingham,
AL and Murray Moving & Storage located just north in Huntsville, AL. I want to thank Jon Mitchim at Secure
Moving and Rick Murray at Murray Moving for their hospitality. I enjoyed meeting with their respective
staffs and gained more insight on both of their markets. I do enjoy making these visits to our Commercial
Agents, unfortunately it doesn’t happen enough. I guess having a young family will do that to you. As they
grow I hope to make these visits more often.
Morrie Stevens, Jr. and Jon Mitchim of
Secure Moving, Pelham, AL
Morrie Stevens, Jr. and Rick Murray of
Murray Moving, Huntsville, AL
If you need any sales or marketing assistance in your area please contact your regional EFF as I’m sure they
would love to work with you.
Chris Caldwell, Northeast Region Area Vice President
[email protected]
Rick Pechstein, Southern Region Area Vice President
[email protected]
Roger Wise, Western Region Area Vice President
[email protected]
11
News From The DOD “Frontlines”
Peggy Wilken,
Vice President of Government Trafic
TOTAL CUSTOMER SATISFACTION IS THE WAY TO MOVE ™...OUR SCORES!!!
The only sure way to get more DP3 orders is to get higher survey scores from our customers. You will be hearing
much more from us on this in the very near future as we provide information to our Agency family about how your
DOD customer satisfaction measures up, both within the Stevens system and compared to other TSP’s in the program. DOD just released the median survey score for the last 12 months, which is 84! As a reminder, the median is
the midpoint of all surveys received (50% of all scores are above this point and 50% below this point). The mean
(average) score is right around 79. Stevens’ expectation is for our agents to achieve an average score of 85 on the
portion of the move you serviced (OA, Hauler, or DA), or your participation in future DOD trafic may be impacted.
Everything depends on all of us working hard to improve customer satisfaction on all DOD trafic, not just DP3. What
are you doing at the local level to train, measure and motivate your crews to improve? If you are not participating
in Stevens’ monthly quality webinars held the 3rd Wednesday of every month, you are missing a critical training
opportunity. Are you reviewing the accountability reports you receive from Stevens identifying both good and bad
shipments? Are you using them as true opportunities to improve, or do you just get mad and say the survey must be
wrong? Take the opportunity to speak with the crews that handled these shipments and look for process improvement. It is vital for your future and the future of our van line.
PACKING QUALITY—HOW TO ACHIEVE TOTAL CUSTOMER SATISFACTION
In the customer surveys received on DOD shipments, the most common complaint has to do with packing quality.
You’ve heard this from Stevens before on all of our other customer lines—packing is the source of more customer
complaints than any other part of our services. What can you do? Make sure that your crews pack like items together and don’t mix contents from various rooms. Customers get rightfully perturbed when they are looking for
the TV remote controls that were in the living room and ind them mixed in with cartons from the master bathroom.
Pay attention to properly wrapping fragile items. Know what the customer considers to be their most valuable possessions and pack them with special care to avoid damage and to increase the customer’s conidence in our service.
Place heavy, sturdier items in the bottom of the box and pack lightweight, more breakable or fragile items on top with
plenty of packing paper. At the delivery end, remember that all of our DOD customers are entitled to a full unpack.
Unpacking does not mean just dumping the contents of boxes in a room. Look at the process of packing and unpacking as if they were your own belongings and take good care of them as if they were your own.
12
DP3 BOOKINGS
DP3 bookings have increased quite signiicantly for Stevens since shortfuse shipments were reintroduced to the program on 2/1/10. Since that time, Stevens has booked well over 100 shortfuse domestic orders. While they present a
bit more of a challenge to service, at this time of the year, it is very welcome tonnage for our Agency family to service.
EASY DPS™
Stevens has been using the EasyDPS™ appliance since November 2008 and it has been an extremely valuable tool
to help us more effectively manage our DP3 business. EasyDPS™ also offers functionality for Agents to use called
“AgentLink” and information about this tool is available at their website at www.easydps.com. If any of you are already using “AgentLink” please contact Pat Moliterno or Shawn Knapp in the Government Trafic Department so that
we can enable our systems to communicate with each other.
Ongoing development of EasyDPS™ includes direct interface with Stevens’ own computer systems to minimize or
eliminate double entry of data. The irst element of this was just implemented a couple of weeks ago by Stevens’ IT
department. DP3 shipments received through the EasyDPS™ appliance are now direct-registered into the Stevens
system and appear immediately for planning and dispatching purposes. Stevens continues to be on the cutting edge
of technology applications for our Agency family and internally. The ever-increasing technological advances made
by our IT department under the leadership of Gary Pattison allow Stevens to be more competitive in the marketplace
and helps to assure more business for our Agency family and van line.
DP3 shipment volume is expected to dramatically increase around 4/1/10. That is the scheduled launch date for
PPM (formerly DITY moves) to be handled in DPS. This is expected to make approximately 70% of all DOD shipments
eligible to move in the DP3 program (currently only about 25% of shipments are eligible to be moved in DP3). This
makes the attention to TOTAL CUSTOMER SATISFACTION all the more important since more and more trafic will be
diverted from the old TOPS-based program to DP3. TOTAL CUSTOMER SATISFACTION is not just a neat buzz phrase.
It is the force behind all successful businesses and we all have to be focused on how to achieve it as often as possible
and how to take corrective or preventive actions when we fail to hit the mark. As of this writing, SDDC has reportsed
the following total volume in DP3:
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117,989 members counseled
104,054 shipments awarded
78,471 shipments delivered
9,763 surveys completed (12%)
9,521 claims submitted (12%)
DP3 Rate !iling began taking place beginning March 10th for rates that will be in effect from 5/15/10 to 5/14/11.
Stevens will be doing everything we can to remain as competitive as possible while retaining a reasonable proit
margin for the Agency family and the van line.
DD1840/DD1850--JUST WHICH FORM DO I USE ANYWAY?
We note that there is a lot of confusion about what loss/damage form needs to be completed at delivery. All DP3 shipments for any carrier must have a DD1850 form completed (Notice of Loss/Damage at Delivery). All old program
DOD shipments must still have a DD1840 completed. Please make sure that your Agency, your drivers and all of your
delivery personnel have a supply of the necessary forms and that you all pay attention to which form to use depending on the type of shipment being handled. This will save us all a lot of tracking time and will assure that your Agency
does not have a loss of revenue for failure to provide the correct form. You may order forms from Stevens through
our online shop at SVLInfo which is available through www.svlonline.com.
13
DP3 PREAPPROVALS
As DP3 business ramps up, it is important for everyone to remember that we are required to get pre-approval for any
billable accessorial services (e.g. shuttles, debris removal, crating, etc.). If you perform a service and do not request
pre-approval, we may not be able to pay you for that service. The PPSO needs to know about requested services in
advance of performance and they regularly refuse approval if it is requested after the service is performed.
PERSONNEL CHANGES
There are some new faces in our Government Traf!ic Department and some changing responsibilities, with more to
come before peak season. Please welcome (back) Shawn Knapp who re-joins Stevens after working for our Agent,
Professional Movers, Inc., in Phoenix, AZ. Shawn is in training to eventually take over as Government Traf!ic Manager
when Pat Moliterno retires. Shawn brings a wealth of knowledge about military business, all from the important
perspectives of having worked in Stevens’ Central Operations and at a local Agent. We know that Shawn’s experience will help us to be more aware of the impact of issues and changes on our Agency family and our Professional
Van Operators. We are excited that Shawn is part of the future of Government Traf!ic at Stevens! Kerri Wenzel and
Christie Calcaterra have expanded their roles from doing QC work on old program traf!ic, to doing full-!ledged move
coordination on DP3 business. They have learned a lot and are busy every day helping to assure TOTAL CUSTOMER
SATISFACTION to all of our DOD customers.
Uploading Documents to SVL Online
Bonnie Deneen
Revenue Accounting Manager
Scan and upload! Have you tried scanning and uploading documents to Stevens online? We’ve been scanning and uploading photos, National account
invoices and claims settlement documentation on moves for Agents to access
on Stevens online and have found it very helpful. You must be a service provider on the move in order to view the documents. Not sure how to access?
See Stevens Bulletin Finance & Accounting #11-09 Scanned National Account
Invoices on how to access. From the website you can print the national account
invoice packet or e-mail it to an account.
And now we need your assistance! A signed order for service is a required
billing document and if we do not have at the time of billing we call, fax, or email a request for the document. To make the order for service available to all
service providers, we are requesting all SIGNED orders for Service be scanned
and uploaded to SVLonline. Once the shipment is booked and registered in the Stevens system, you can scan and upload
the signed order for service. Go to the registration number and click on “view/upload images.” On the left side are the
directions on how to upload images. Make sure the document is legible!
If you can scan and upload other documents that would be helpful too! We still ask you to send the original documents to
Stevens Billing Department. The DOD requires we be able to provide the original documents if requested and some national accounts still request the original documents before issuing payment. You may have to make a copy of a document
before you scan—especially weight tickets—to make sure they are legible!
If you need assistance please contact Barb Bosley ext. 389 or Bonnie Deneen ext. 346 for assistance.
Timely transmitting of paperwork! We need your help! We have two accounts who require that we bill them within 15
days of delivery of their shipments. For all shipments—no matter what service you have performed—please transmit ALL
documentation as soon as possible after completing your part of the move! Remind your drivers to get their paperwork
back to you as soon as they can after delivery so you can get the paperwork to the billing department in a timely manner.
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Long Distance Professional Van Operators
Gregg Kava
Van Personnel Trainer & Recruiter
As you all know we are approaching the busy season and as such many of you may be looking to add some professional van operators to your work force. As the Recruiter for Stevens Van Lines I am here to help you as much as
possible in locating possible applicants.
There are a few things though that all of you must understand beforehand. Unless I speci!ically state otherwise, if I
supply you with information about a recruit, what I am sending you is simply a recap of what the individual has placed
on his application and/or information that they have given to me in my discussions with them. Conducting background investigations and running driver License checks are time consuming and an additional expense that we all
wish to avoid incurring unnecessarily. So, we do not run them until such time as we know that we have someone that
is interested in possibly hiring or
contracting with an individual.
If after you have spoken with or
met a potential candidate that
you have received information on
from me and decided that they
may work well within your organization, please contact me and I
will be happy to get the ball rolling. Of course all expenses for
the Motor Vehicle Report and the
Background Investigation will be
passed on to you or in the event
you do not hire them and they instead go to another of our Agents
during the same hiring season, the
Agent he goes to work for will cover the costs of these reports.
Remember, my phone is not a crystal ball, I cannot tell if an individual has a Skull tattooed on his forehead, or if he is
an ax murderer, unless he tells me. I have to make determinations by “feel” and evidence the recruit submits; in turn
you will have to take all normal precautions when talking to a future employee and make your own determinations
as to the individual’s potential.
As I have said earlier I am here to help you, I ask though that if you are looking for a professional van operator that
you submit an email to me explaining what exactly you are looking for. The normal things I need to know are:
•Are you looking for an employee or an owner operator?
•Are you looking for someone to run regionally or all 48 states?
•Do you have a tractor that you would be willing to lease/purchase to them or do they need their own?
•Do you see this as a seasonal or year round position?
•And any other information that you feel is helpful in trying to !ind a match for your business.
I try very hard not to play favorites in my distribution of leads and have in the past simply put out emails to everyone
with basic information on Van Operators and essentially played !irst come, !irst serve. I have found that to be ineffective as I was not able to track progress on who was or was not hiring individuals. By submitting emails to me I will
be able to record and track progress and also attempt to send you candidates that !it your needs. My e-mail address
is [email protected] and I am looking forward to hearing from you.
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Trailers For Sale To Commercial Agents
John Flanagan
Manager - Quality, Safety & Fleet Services
We have a good variety of refurbished 48’ trailers available for sale in Saginaw, just in time for the busy season.
See sample photos below of standard specifications.
Please contact me by email for details and pricing. Email [email protected].
Spring 2010 Periodic Vehicle Inspections
John Flanagan
Manager - Quality, Safety & Fleet Services
It may not seem like it yet, especially if you are looking out the window at a good deal of snow, but it is time for Spring
vehicle inspections. The inspections for this interval are done between February and April, and due at Saginaw HQ no
later than May 1, 2010. A thorough periodic vehicle inspection in the Spring gives you a chance to !ix those problems that
occurred over the Winter months, and can slow you down in the Summer season ahead. This not only improves safety
and ef!iciency (saving money), but increases the likelihood of passing any DOT Roadside Inspection. If you need details on
inspection procedures or just need forms, please contact our of!ice.
Safety Item - Brakes: We ask you pay particular attention to brake maintenance. Besides being a driver’s lifeline, brakes
account for more than 60% of all roadside Out of Service (OOS) violations. Most common defects are - inadequate lining
and brakes out of adjustment. This is especially true with newer units that have automatic slack adjusters. Have a reputable and quali!ied repair !irm check them out.
Roadside Inspection Note: In addition to air brake problems noted above, tires and lights are additional key areas to focus
on. These three categories combined account for over 91% of Vehicle Out of Service Violations, and are easily checked
when you do your daily inspections. Please make sure your drivers do their pre-trips every day.
The busy season will be here before you know it. Tractors, trailers, and straight trucks all need to be ready for constant
use. Thank you in advance for your cooperation and as always, contact my of!ice if forms are needed or if there are any
questions.
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Filling Out Your Logs & Trip Reports
Alison Beckman
Licensing & Logs
It’s getting to be that time of the year again! We would just like to take a minute and remind everyone of what needs
to be completed on the logs and trip reports before they are turned in. This will help in reducing the time it takes to
process and check the logs and incomplete trip reports.
•
•
•
•
•
•
•
•
•
•
•
•
Logs need to be sent in every 14 days. You can also send them in with your paperwork. If you send in the logs
with your paperwork please put them in a separate envelope marked “Logs” so they are not misplaced.
Original Stevens logs are required. Licensing will only accept fax copies of logs if the driver is going to be suspended the next day or if all that you have are copies. Original logs reduces the need for hand posting. If you do
not have SVL logs or need more please contact Tom in Marketing to order them.
Please make sure the driver has his driver number illed in and it is signed. Please include all zeros in the driver
number, example: 0062700001.
When completing a multiple off duty log, please make sure that the 1st day off is in the date box and that the
driver writes the dates of the days off in the blue area at the bottom. Also, ill in the number of days off in the box
in the lower right corner.
Please make sure the grid is complete. If you end in one status, then you start in the same status the following
day. Example: if you end in the sleeper on Monday, then on Tuesday you would start in the sleeper, not off duty.
There are 24 hours in a day. When tallying the daily totals please use .25 for 15 minutes, .50 for 30 minutes, and
.75 for 45 minutes.
Please put a registration number or shipper name in the white commodity line at the bottom of log.
When completing the trip report please make sure the
tractor or truck number is completed in the upper right
corner. If you are using a rental truck, please write rental in the box.
Staple all fuel receipts to the bottom trip report not the
log at the top as it puts holes in the logs and the scanner
has trouble scanning the log.
Please list the date, states traveled for that day, and the
odometer readings as you cross state lines. At the end
of the day please go back and subtract your odometer
readings to get the mileage for each state traveled in.
The miles at the top of your log and bottom of the trip
report should match.
The state that you stop in for the day is the state that you
start in the next day. So if you end in Georgia on your
trip report on 3/15 then on 3/16 you will start your trip
report in Georgia, not Florida, etc.
Altered, holey, ripped, or questionable fuel receipts will
not be accepted. We must be able to read the date, location, and number of gallons purchased to give you credit
for your unit. When purchasing fuel on your off duty day
please log 1 mile.
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The Tariff and Outdated Microsoft Products
Tammie Hetrick
Programmer, IT Department
From time to time, Stevens Van Lines may !ind it necessary to discontinue support of speci!ic versions Microsoft Windows and Microsoft Of!ice as used with our tariff programs. This is done for a number of reasons, including product
line enhancements, upgrades, and end-of-life support from Microsoft on their products.
As of July 2004, Microsoft no longer supports Of!ice 2000. This, combined with our upgrade to Of!ice 2007, does not
allow us to support Of!ice 2000 users in the tariff programs. There is a very strong possibility that the next time there
is a tariff program change and an update is issued, the update may “break” your tariff program because the update is
not compatible with Of!ice 2000.
We do not foresee any tariff changes in the immediate future, however, we recommend that you upgrade your Microsoft Of!ice product if you are using Of!ice 2000. You may choose not to upgrade your of!ice software and simply use
an old version of the tariff without the updates, but this could cause issues when Stevens bills the order as our rates
will not necessarily match yours. (we will address this when the time comes).
Please contact, Tammie Hetrick x334 with any questions and/or concerns.
Of!ice Family Product Support Lifecycle FAQ: http://support.microsoft.com/gp/lifeof!ice
Microsoft Store Of!ice 2007 Product Information: http://store.microsoft.com/microsoft/Of!ice-2007-Suites/category/202
FF & E Division Could Use Your Eyes and Ears
Jaden Clobes
Vice President, FF & E Services
Focused Logistics, a division of Stevens Worldwide Van
Lines, dedicated primarily to the warehousing, delivery
and installation of furniture, !ixtures and equipment,
needs help in your market.
Focused Logistics targets renovations and construction
of hotels, senior living centers, healthcare facilities and
retail stores.
Because you are aware of and see building and renovation projects going on in your community, you are the
best source of leads.
Focused Logistics will pay commissions to agents or sales representatives who provide leads that result in
booked projects. In turn, while Focused Logistics will manage the projects, your agency will reap additional
bene!its of storing and delivering items, if your warehouse has the capacity.
For more information or to forward a lead, contact Jaden Clobes at 888-206-2328, or via email at admin@
focused-logistics.com.
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The Incent-O-Meter is a monthly statistical report that will be emailed to you mid-month and will be comprised of the numbers
from the previous month.
The Incent-O-Meter will show the top ten commercial bookers in each region (Western, Southern and Northeast) as well as the top
30 commercial bookers and top 10 hauling Agents. The dollar amount to the right of the top ten regional bookers is an indication
of how close they are to the Agent directly above them.
TOP 10
HAULING AGENTS
NORTHEAST REGION
CHRIS CALDWELL
1. SLIDELL MOVING
2. E.W. GRENON & SON
3. A.A. AMERICAN MOVING & STORAGE
4. TWO MAN MOVERS & STORAGE
5. DALE J. COOK MOVING & STORAGE
6. NORTH PARK MOVING & STORAGE
7. HEARTLAND MOVING SYSTEMS
8. ARROW VAN LINES
9. YUCCA MOVING & STORAGE
10. MOONEY MOVERS
1. ANCHOR MOVING SYSTEMS
TOUCHDOWN!
2. A.A. AMERICAN MOVING & STORAGE
$10,428
3. MIDWEST MOVING & STORAGE
$246
4. MARATHON MOVING CO.
$11,394
5. RAY THE MOVER OF MANCHESTER, INC.
$6,312
6. BROWN LOGISTICS SOLUTIONS
$1,150
7. J. HERSCHEL KENDRICK MOVING & STORAGE
$576
8. TRIANGLE MOVERS
$435
9. COUNTRY WIDE MOVING & STORAGE
$2,183
10. THOMPSON MOVING & STORAGE
$771
TOP 30
COMMERCIAL BOOKING AGENTS
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
COUSINS USA MOVING & STORAGE
TWO MAN MOVERS & STORAGE
ANCHOR MOVING SYSTEMS
NL WILSON MOVING
HEARTLAND MOVING SYSTEMS
ACT OF CLASS RELOCATION
A.A. AMERICAN MOVING & STORAGE
MIDWEST MOVING & STORAGE
MOVEGREEN, INC.
WATFORD MOVING & STORAGE
O'LAKER'S MOVING
TAMPA BAY MOVING & STORAGE
ADVANTAGE MOVING & STORAGE
MARATHON MOVING CO.
RED CARPET MOVING
SPIRIT RELOCATION
NORTH PARK TRANSFER & STORAGE
APEX MOVING & STORAGE
GORDON MOVING SERVICES
LAS CRUCES MOVING & STORAGE - NM
RAY THE MOVER OF MANCHESTER, INC.
MOUNTAIN MOVING & STORAGE
HAYNES VAN & STORAGE
SLIDELL MOVING
BROWN LOGISTICS SOLUTIONS
GASPERSON TRANSFER & STORAGE
J. HERSCHEL KENDRICK MOVING & STORAGE
TRIANGLE MOVERS
WILLIAM C. HUFF MOVING & STORAGE - FL
FLATIRONS MOVING & STORAGE
SOUTHERN REGION
RICK PECHSTEIN
1. COUSINS USA MOVING & STORAGE
SLAM DUNK!
2. NL WILSON MOVING
$29,535
3. HEARTLAND MOVING SYSTEMS
$4,231
4. ACT OF CLASS RELOCATION
$3,151
5. O'LAKER'S MOVING
$10,705
6. TAMPA BAY MOVING
$2,230
7. HAYNES VAN & STORAGE
$8,239
8. SLIDELL MOVING
$142
9. GASPERSON TRANSFER & STORAGE
$797
10. WILLIAM C. HUFF MOVING & STORAGE - FL
$999
WESTERN REGION
ROGER WISE
1. TWO MAN MOVERS & STORAGE
2. MOVEGREEN, INC.
3. WATFORD MOVING & STORAGE
4. ADVANTAGE MOVING & STORAGE
5. RED CARPET MOVING
6. SPIRIT RELOCATION
7. NORTH PARK TRANSFER & STORAGE
8. APEX MOVING & STORAGE
9. GORDON MOVING SERVICES
10. LAS CRUCES MOVING & STORAGE - NM
GOAL!
$26,032
$6,464
$3,929
$766
$548
$636
$422
$234
$82
*All rankings are based on total YTD Commercial
Bookings through February 28, 2010.
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BULLETIN BOARD
If you would like to post a small note on the monthly bulletin board, please contact Tammy Knoodle
at extension #403 or via email at [email protected].
Mark Your
Calendars!
2010 Agent’s Convention
Naples Beach Hotel & Golf Course
Naples, FL
November 6-9, 2010
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