August 2015 - Beaver Express

August 2015
Volume 8, Issue 8
From the President
June and July shipment and revenue trends continued
to be slow. Daily revenue numbers were down 18%
compared to the same months last year. Daily shipment
counts were down about 15% from June and July of
2014. We continue to look for new business, and at the
same time reduce operational costs where we can. The
impact of the slowdown of the energy business in our
areas will be felt by everyone for a long time, I’m afraid,
but we can’t let that slow us down. Look for business
opportunities - they are still out there!
Always remember that service is all we can sell –
and the goal is 100% on-time, claim free service.
Use the dunnage sheets to protect the freight, and
handle each shipment as if it belonged to you. If
we don’t take great care of our customer’s business, they won’t continue to be our customers. If
everyone will do their job, to the best of their ability, no one can beat our service!
Truck Driver Appreciation week activities are scheduled for the middle of next month. TDA week is a great
opportunity for us to thank all of the drivers (and everyone else) for a job well done. School is about to start
back up, so the safety message for the next month is to
watch out for kids headed back to school. Ideas for how
to handle an irate customer are enclosed, and remember to stay cool and drink plenty of fluids during the
hottest time of the year.
Attitude (It’s Your Choice)
Inside this issue:
Meet A Manager - Misty Comstock
2
Eric West Receives a big Thank you!
3
Bud Goddard Retires
4
River Allen Herrman
4
How to Handle the Irate Customer
5
Back to School Safety
6
I/C Spotlight - Clovis, NM
7
Memorials
8&9
Customer Service
Ideas/ Training/ Advice
You have little or no control over many things in
life.
However, you do have control over one essential
factor – your attitude.
Once you’ve figured this out, it’s easier to stay
positive longer whether you’re dealing with a
mean, nasty person or the nicest person in the
world!
There is a huge difference between an attitude and
a mood. One is temporary and the other is permanent.
Attitude, of course, is permanent and a mood is
temporary.
We know that those who have a great attitude get
out of the bad mood quicker. Those with a good
attitude don't like to spend time with people who
are in a bad mood all the time.
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August 2015
Want to know more about Beaver Express? Every month we will highlight one of the many Managers at Beaver Express.
Meet A Manager:
NAME: Misty Comstock
But my friends call me: Misty
Office/Service Center Location:
Woodward Corp Office
Job Title: Office Manager
Years in the trucking business:
25
Years with Beaver Express:
25 1/2
Email address: [email protected]
Pictured L-R: Devon, Miranda, Michael, Misty and Jeff Comstock
Facebook/Twitter account: Misty Comstock
Spouse’s name: Jeff Comstock
Children’s names and ages: Michael 27, Miranda 24, Devon 18
Pets: 2 Dogs: JR & Ace and 5 Horses: Hass, PeeWee, Sun Dance, Dax, Drifter
Hobbies: Watching my kids with all their sporting events. Watching my husband shoot archery.
Canning
Favorite sports team(s): Denver Broncos. OKC Thunder
When I was younger, I was a: A tom boy
My favorite movie is: The Notebook & Safe Haven
The last book I read was: Western Horseman magazine
My favorite kind of music is: Country & Pop
My Favorite food is: Steak, crab legs and sweets
I am best known at Beaver Express for: Sitting in multiple desks, doing multiple jobs daily. You
never know where to find me.
My favorite Beaver Express customer service story is: I don’t have a favorite. However, I love to
help not only customers but our employees, terminals, and our contractors. If I can resolve any
issue and make someone happy; that is my goal. I truly love to make a difference.
August 2015
Eric West - McAlester - Receives A Big Thank You!
From: Phyllis Robinson
Sent: Thursday, July 16, 2015 5:44 PM
To: [email protected]
Subject: Thank you to one of your employees
Mr. Stone,
On Wednesday, July 15, 2015, I hit a pot hole in the road and I had a flat tire and
pulled over next to one of your transfer locations to change it. I was having a pretty bad day and I recently divorced my husband of 23 years. I was unable to loosen
the lug nuts on my tire and was just trying to decide what to do when your employee, Eric (I never got his last name), asked if I needed assistance.
I have several people who work at the McAlester Army Ammunition Plant with me
who would have come to help but calling them would have made them late for
their own lunch. He was obviously on his lunch break as he had a sonic cup and
bag in his hand. I asked him if he could loosen the lug nuts for me so I could
change the tire. He not only loosened them but he also changed the tire, put the
flat in my trunk, picked up all my tools and also placed them in the trunk.
I expressed my concern that I was making him late for his lunch and he told me
that it wouldn't get cold. It was close to 100 degrees with the heat index. I didn't
have any money to give him and I'm not sure if he would have taken it or not, but
I thanked him many a time and he picked up his lunch and went back to your terminal.
I would like to express how grateful I am that you have such wonderful people
in your company. He could have just walked into your terminal and eaten his
lunch. Instead, he choose to help me out. If at all possible, could you please convey to him, again, how grateful I am that he helped me out.
Thank you and your wonderful employees,
Phyllis Robinson
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August 2015
Bud Goddard Retires From Beaver Express
On July 30th, Bud Goddard retired after 16 years with our company. Based in our
Enid, OK terminal, Bud drove linehaul runs from Enid to Woodward, as well as
from Enid to OKC. His most recent run went from Enid to OKC with Enid’s outbound, then OKC to Ponca City and back, then back to Enid with their inbound
freight.
We’ll miss Bud, and hope that he enjoys his retirement. Attached is a picture of
Ricky Frech, Vice-president of Operations, presenting Bud with a plaque after taking Bud out to dinner with our OKC supervisors Gary Reed and Ted Stevens
Jeremy Herrman Welcomes Baby Boy
River Allen Herrman was born on July 12th at 10:17pm 6lbs 2oz and 18½ inches
long. He is the son of Jeremy Herrman our Sales Representative in Wichita, KS.
According to Jeremy, he was 2 weeks early and breach but he was delivered with no
complications. Jeremy said “It was a Roller Coaster of emotions and very, very fast.
We prayed and had faith in God it would work out”.
August 2015
How to Handle the Irate Customer
By Nancy Friedman
When you or a team member faces a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention
right away.
Use our ASAP technique to effectively diffuse and handle
upset, angry, irate customers:
Apologize and acknowledge
Sympathize and empathize
Accept responsibility
Prepare to help.
Feelings are key. We need to apologize sincerely, immediately, and follow up with action. Insincere responses, such as “Oh, I’m sorry,” won’t help and could even cause additional damage. Imagine you were the customer with that experience, and ask yourself how you would
want it handled.
Let’s break it down step by step.
Suppose a customer calls in screaming, “I want my money back and I want it now. I’m sick and
tired of all your mistakes!”
Your first response should be “A” – apologize and acknowledge – start by saying, “I apologize
for your inconvenience. No wonder you’re upset.”
Then, follow this with an “S” – sympathy and empathy – response. Pretend it’s you having the
problem. How would you want to be dealt with? This part is crucial: “I don’t blame you for
being upset. It’s got to be very frustrating.”
Now that the caller is a little mollified, you can “A” — accept the responsibility –
and reintroduce yourself. The reintroduction is very important: “Let’s see how I can help. My
name is Paige, and I am speaking with?”
And finally, “P” – prepare to help – be sure to demonstrate a sincere willingness to assist
them. Remember to use the customer’s name, this will further help diffuse their anger: “Thanks, Mr. Perkins. Again, my name is Paige, and I’m here to help. Now, please, tell
me, what happened?”
Keep in mind that when you’re dealing with an angry customer, you’ll likely spend 80% of your
time massaging the client’s feelings and only about 20% actually solving the actual problem.
Feelings are key. Most customers want sympathy or empathy almost as much as they want the
problem fixed. It’s frustrating to tell your complaint to someone who obviously doesn’t care.
When you use the ASAP technique as your guidelines, you’ll help diffuse an emotional situation and work to retain that customer.
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August 2015
Safety Update
BACK TO SCHOOL
School is now in session, so it is a great time for everyone to remember driver awareness.
All drivers should be as safe as possible, especially during the school year.
They following are some tips to help sharpen driver’s awareness during the school
year.
If a school bus has yellow flashing lights, it is preparing to stop. This
alerts drivers to slow down and be prepared to stop.
When a school bus is stopped, lights are flashing red and STOP signs
are extended, all traffic from both directions must stop (unless on
a divided highway).
All drivers should be alert for children around drive-ways, bus stops
and school zones. Slow down and observe POSTED SPEED LIMITS. Speed limits may vary depending on the type of location and
fines for speeding are always higher in school zones.
Watch for children walking or biking to school while backing or driving.
Keep your eyes on the road. The school year brings many new distractions for drivers and staying alert helps keep everyone safe.
Driving is important all year around, so be safe wherever the road takes you.
David Myers
Safety Director
August 2015
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Meet the Dodge Boy’s
Mike and Albert Dodge co-founded Custom Canvas in 1989. Billy, George and
Michael Dodge joined the crew later. The team specializes in truck tarps, boat
covers, and awnings. They added Beaver Independent Contractor to their resume
in 1996 to add extra income to their business.
Hobbies included camping, boating, sports and spending time with family. Their
dedication to workmanship and customer satisfaction has contributed to their
success for over 25 years.
Pictured L-R: Mike, Albert, George, Billy & Michael
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August 2015
Delbert Allan McDaniel – 91
April 5, 1924 - August 3, 2015
Funeral services will be at 10:00 a.m. Friday, August 7, 2015 at The
Church At Quail Creek with Pastor Dale Moreland officiating. Burial
will be in Memorial Park Cemetery by Griggs Schooler Gordon Funeral Directors. Military Honors provided by Volleys for Veterans.
Delbert Allan McDaniel left Monday afternoon, August 3, 2015, for
Heaven to reunite with the love of his life, Mary Elizabeth Highfill
McDaniel. He was born on April 5, 1924 in Woodward, OK to William and Ernestine Shepherd McDaniel. Delbert was the oldest of
their seven children. Dad was a survivor. He survived the Great Depression of the 1930's, as a WWII vet he survived the sinking of his
ship, the USS Princeton, in the Gulf of Leyte in the South Pacific, he
survived the Woodward tornado of April 9, 1947 that took the lives
of 169 people, as an independent trucker he survived a near fatal trucking accident that left
both of his legs with compound fractures, and he survived the never ending parenting of
three children, Delbert took great pride in his service to his country as a WWII veteran and
remained an active member in his ships association's publication, "The Tiger Rag." With
family in tow from Woodward he moved to Amarillo to open the first Beaver agency on north
Polk in 1959. Delbert would later retire as one of it's first and most tenured employees. Family was what dad was most proud and all about, He was a loving and caring son, brother, uncle, cousin, father, grandfather, great-grandfather and friend, and was affectionately known
by family members and their friends as PePa. Dad lived his life to the fullest, loved his family
and will be missed by all.
Delbert will be reunited with his wife, father, mother, brothers, Leo, Alvin and Donnie, sisters, Billie Loghry and Sue Elston, a grandson, Wade McDaniel, and a son-in-law, Wayne
Williams in Heaven.
Delbert is survived by a son, Harold McDaniel and wife Pat; two daughters, Connie McKinney and husband Roger and Janice Black and husband John; six grandkids, Casey McDaniel
and wife Kathi, Ryan McKinney and wife Dee, Brent McKinney, Jessica Pershall and husband Cory, Jenna Gorman and husband Mark and James Black; ten great-grandkids, Madison, Molly, Christi Beth, Joshua, Caleb, Ashby, Rachel, Riley, Micah and Alexis; and a brother, Dale McDaniel.
In lieu of flowers, give a loved one a hug and "Ahoy" from Delbert.
In Memorial
Ronald Holt, Dallas, TX
1952-2015
Hired in April 2005, Ronald was a city PU & D driver for us in our Dallas
service center until his passing on July 30, 2015. Ron had driven for various trucking companies over several decades up until he became very
sick recently. He leaves behind a nine year old daughter.
Ronald will be missed very much by his friends and family at our Dallas service center.
August 2015
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Danny Owens -Enid, OK
A service of remembrance and celebration of life for Danny Owens, 62, of Enid, will be 11 a.m. Sunday, June 14, 2015, at
Ladusau-Evans Funeral Home Chapel with the Rev. Ronald
Vansell officiating. Interment will follow in Memorial Park
Cemetery. The family will receive friends from 6 to 7 p.m. today
at Ladusau-Evans Funeral Home.
Danny was born April 2, 1953, in Smokey Junction, Tenn., the
son of Meredith and Dorothy Massengale Owens, and passed
away June 10, 2015. He was united in marriage to Ruth White Jan. 27, 1994, in Las Vegas, Nev. Danny was a truck driver for Beaver Express for 26 years. He enjoyed trips to
the casinos with family and friends, great food, especially a good buffet, and bluegrass
and gospel music. Pa loved playing with his grandchildren and great-grandchildren. He
was always smiling, laughing and he never met a stranger.
Survivors include his wife, Ruth; mother, Dorothy; sons, Stephen Owens and wife, Amber, Thomas Warren and wife, Allison, Joel Warren and Michael Hudson; daughter,
Robin Lynch and husband, Randy; 14 grandchildren; six great-grandchildren; five
brothers, Norman, David and wife, Sheri, Timmy and wife, Janette,Chris, Kevin and
wife, Stacy; three sisters, Tammy Mellegaard, Teresa Gober and husband, Eddie and
Kimberly Gibson and husband, Roy; numerous nieces and nephews and great-nieces
and nephews. He was preceded in death by his father, step-father, Homer Kimble and a
sister, Debra.
BILLY HIGH(1934 - 2015)
Nov. 5, 1934 - June 9, 2015 OKLAHOMA CITY Billy Joe High, 80,
of Oklahoma City, OK, passed away June 9, 2015. He was born November 5, 1934 to William and Amy High in Lonoke County, AR. Billy had worked for Rock Island and Santa Fe RRs and Beaver Express
Trucking for many years. He had a heart for missions and spent
many hours providing encouragement and support. Billy served as a
board member of Christian Heritage Academy for 15 years. He was
also a member of First Baptist Church of Del City, and formerly a
member of Jefferson Heights Baptist Church, where he served as a Deacon.
He is survived by his wife of 61 years, Patty High; 2 daughters, Belinda Woods, Arenda
East and husband, Matt; 1 son, Russell High and wife, Jana; 9 grandchildren; 7 greatgrandchildren; 2 step-grandchildren; sister-in-law, Theresa Hill and husband, Jim;
brother-in-law, Charles Westlake; and numerous other loving family members and
friends. He is preceded in death by his parents; and 1 sister, Nancy Westlake. Funeral
services will be held at 1:30 PM, Friday, June 12, 2015, at 1st Baptist Church of Del City.
Interment to follow at Heritage Burial Park, OKC, OK. Services are under the direction
of John M. Ireland Funeral Home and Chapel, Moore, OK.
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August 2015
Beaver Tales is a monthly
publication by Beaver Express Service, LLC, the
premier delivery company in
the heartland of the United
States. Beaver Tales is copyrighted and any reproduction
of articles featured in Beaver
Tales without the express
written permission of Beaver
Express is prohibited. For
additional information or to
submit articles for publication, please contact Mike
Stone at 580-256-6460 x
3027.
MISSION
STATEMENT
We will be the best carrier in our region by
providing superior ontime, claims-free service
and exceptional customer service as a means of
satisfying our customer's
transportation needs
Beaver Express Service, LLC
Corporate Office
4310 Oklahoma Ave
Woodward, OK 73801
www.beaverexpress.com
What’s Happening in your town?
We like to include information on their families, upcoming events in their
town, like the beaver County Cow Chip Throw in August, the Woodward
Elk Rodeo in July, and the Hotter’ N Hell Hundred Bike Ride in August in
Wichita Falls.
Please help us make our Beaver Tales better by letting us know, so we can
let everyone else know what’s happening in our communities.
Send your events to Mike Stone - WW Corporate