Theresa Hanneman awarded ESGR Seven

Theresa Hanneman awarded ESGR Seven Seals Award
Wisconsin Rapids Terminal Manager Fred Braun, Seven Seals Award recipient Theresa Hanneman, and from the U.S. Property and Fiscal Office, SFC
Kyle McKittrick and Nancy Kelly.
The Employer Support of the Guard
and Reserve (ESGR), a Department of
Defense (DoD) office, presented Lamers Bus
Lines, Inc. employee Theresa Hanneman,
with the organization’s prestigious Seven
Seals Award. The award ceremony took place
Jan. 29 at Lamers Bus Lines Wisconsin
Rapids location.
“Many times we call her with changes
or on short notice, and even on weekends,”
said SFC Kyle McKittrick in his nomination
of Hanneman for the award. “She often
comes in or works from home to help us
move troops around the state. Her support is
often behind the scenes and many soldiers do
not know the work she puts in to make these
buses happen, on time, every time.”
Hanneman said she enjoys working
with the National Guard, and likes the thrill
of problem solving and challenge of
coordinating large moves of soldiers and last
minute transportation that comes up.
Of course, she said she cannot do it
alone and credits the other Lamers Bus Lines
terminals and drivers for making these trips
successful.
“I have a lot of support from other
terminals filling the trips with drivers and
buses,” said Hanneman. “We couldn’t
possibly do all the runs out of Wisconsin
Rapids. I know the drivers are very capable
of handling any situation on the road and get
the soldiers to and from the destination
safely. Nothing could be done without them.
They are the best!”
The Seven Seals award, signed by the
National Chairman of ESGR, is presented for
meritorious leadership and initiative in
support of the men and women who serve
America in the National Guard and Reserve.
The Award is symbolic of the seven services:
Army National Guard, Army Reserve, Navy
Reserve, Marine Corps Reserve, Air National
Guard, Air Force Reserve, and Coast Guard
Reserve. The award may be presented at
either the state or national levels to honor
significant individual or organizational
achievement, initiative, or support that
promotes and supports the ESGR mission.
On Feb. 10, Jon Evenson, Manager of
Lamers Bus Lines in Wausau and Calumet,
Michigan, was recognized by ESGR as a
Patriotic Employer. Evenson was nominated
for this recognition by SPC Mathew Shelton,
1-128 Infantry FIST. A Manager for Lamers
Bus Lines for 27 years, Evenson has
supported Lamers employee participation in
the National Guard and Reserve Force in
Central Wisconsin and Michigan.
“I am pleased that Lamers Bus Lines
gives me the tools and support that I and
other Lamers managers need to recruit,
employ, and support employees who serve in
the Guard and Reserve.” Evenson said. “This
philosophy of support within Lamers Bus
Lines has proven to be valuable for Lamers
and the Guardsmen, Reservists, and Veterans
we employ.”
Lamers Bus Lines, Inc. President Allen
Lamers signed a Statement of Support for the
Department of Defense Office of Employer
Support of the Guard and Reserve. The
Statement of Support confirms Lamers Bus
Lines joins other employers in pledging:
• We fully recognize, honor and enforce the
Uniformed Services Employment and ReEmployment Rights Act (USERRA).
• Our managers and supervisors will have
the tools they need to effectively manage
those employees who serve in the Guard and
Reserve.
• We appreciate the values, leadership and
unique skills service members bring to the
workforce and will encourage opportunities
to hire Guardsmen, Reservists and Veterans.
• We will continually recognize and support
our country’s service members and their
families in peace, in crises and in war.
ESGR was established by the
Department of Defense in 1972 to develop
and maintain employer support for Guard and
Reserve service. ESGR advocates relevant
initiatives, recognizes outstanding support,
increases awareness of applicable laws, and
resolves conflict between service members
and employers. Paramount to ESGR's
mission is encouraging employment of Guard
and Reserve members who bring integrity,
global perspective and proven leadership to
the civilian workforce.
Following Distance is Key to Safe Driving
Spring is one of our busiest times of
year, with the number of high school and
college sports events at its peak. It is also a
great time to remember to slow down and
keep enough space between you and the
vehicles around you. So as we keep on
rolling through spring, keep these keys to
safe driving in mind every time you're
behind the wheel.
Watch your speed. Don’t risk the
fines and the additional costs for the
company. You’ll consume more fuel
maintaining those higher speeds and you can
actually damage the engine of your bus or
coach by traveling at speeds too high.
8
Keep a following distance of at least
¼-mile between you and the vehicle in front
of you. This is especially important when
following another bus or motor coach. If the
lead driver stops suddenly, the other drivers
might not be able to stop in time. In addition,
do not pass other buses or coaches.
It is your responsibility to be a better
representative of Lamers Bus Lines in
everything we do. When you get behind the
wheel of one of our vehicles, you’re being
constantly watched by everyone around you.
And if you’re traveling too fast, following
too closely, or practicing other unsafe
driving behaviors, someone on your bus or
on the road will notice.
We have had other motorists and
passengers on your trips call us or contact us
on social media while you’re driving to let us
know whether or not you’re being a good,
safety-minded representative of Lamers.
Though our feedback on drivers is typically
good, we can't ignore when the negative
comments show up. We can only work to
change to make sure that every passenger
feels safe when on a Lamers bus.
So as we continue with our busy
season, listen to your senior drivers and
practice safe driving habits on every trip.
Rules
for
Good
Customer
Service
Good Customer Service Made Simple
By Susan Ward, small business expert
Good customer service is the lifeblood
of any business. You can offer promotions
and slash prices to bring in as many new
customers as you want. But unless you can
get some of those customers to come back,
your business won’t be profitable for long.
Good customer service is all about
bringing customers back. And about sending
them away happy — happy enough to pass
positive feedback about your business along
to others, who may then try the product or
service you over for themselves and in their
turn, become repeat customers.
If you’re a good salesperson, you can
sell anything to anyone once. But it will be
your approach to customer service that
determines whether or not you’ll ever be able
to sell that person anything else. The essence
of good customer service is forming a
relationship with customers — a relationship
that that individual customer feels that he
would like to pursue.
How do you go about forming such a
relationship? By remembering the one true
secret of good customer service and acting
accordingly; “You will be judged by what
you do, not what you say.”
I know this verges on the kind of
statement that’s often seen on a sampler, but
providing good customer service IS a simple
thing.
If you truly want to have good customer
service, all you have to do is ensure your
[department] consistently does these things:
1. Answer your phone
Make sure that someone is picking up
the phone when someone calls your
[department]. (Notice I say “someone. People
who call want to talk to a live person, not a
fake recorded robot.)
Where do you think I will go when I
need a new watch band or even a new watch?
And how many people do you think I’ve told
Not plan to keep them. Will keep them. this story to?
Reliability is one of the keys to any good 6. Train your staff (if you have any) to be
relationship and good customer service is no
ALWAYS helpful, courteous
exception. If you say, “Your new bedroom
furniture will be delivered on Tuesday,”
and knowledgeable.
make sure that it is delivered on Tuesday.
Do
it
yourself
hire someone to train
Otherwise, don’t’ say it. The same rule them. Talk to themor about
good customer
applies to client appointments, deadlines, etc. service and what it is (and isn’t)
Think before you give any promise – Most importantly, make sure every regularly.
person in
because nothing annoys customers more than your staff has enough information and
power
a broken one.
to make those small customer pleasing
decisions, so they never have to say “I don’t
3. Listen to your customers
Is there anything more exasperating than know, but so-and-so will be back at…”
telling someone what you want or what your
7. Take the extra step
problem is and then discovering that the
For
instance,
someone walks into your
person hasn’t been paying attentions and store and asks ifyou
to help them find
needs to have it explained again?
something,
don’t
just
say,
“It is in aisle 3.”
From a customer’s point of view, I doubt
Lead
the
customer
to
item. Better
it. Can the sales pitches and product babble. yet, wait and see if they havethe
questions
Let your customer talk and show them that it or further needs. Whatever the extraabout
step
you are listening. Make appropriate may be, take it if you want to provide good
responses, such as suggesting how to solve customer service. They may not say it to you,
the problem.
but people notice when people make and
extra effort and will tell other people.
4. Deal with complaints
No one likes hearing complaints and
8. Throw in something extra
many of us have developed a reflex shrug,
Whether
it is a coupon for a future
saying, “You can’t please all the people all discount, additional
on how to
the time.” Maybe not, but if you give the use the product, or ainformation
genuine
smile,
complaint your attention, you may be able to love to get more than they thought theypeople
were
please this one person this one time — and getting. And don’t think that a gesture has
to
position your company to reap the benefits of be large to be effective. A local art framer
good customer service.
attaches a package of picture hangers to
5. Be helpful — even if there is no every picture he frames. A small thing, but so
appreciated.
immediate profit in it.
If you apply these eight simple rules
The other day I popped into a local consistently,
your business will become
watch shop because I had lost the small piece known for its good
customer service. And the
that clips the pieces of my watch band best part? The irony
customer
together. When I explained the problem, the service is that over time itofwillgood
bring
proprietor said that he thought he might have new customers than promotions andin more
price
one lying around. He found it, attached it to slashing ever did.
my watch band — and charged me nothing!
2. Don’t make promises
unless you WILL keep them
Green Bay and West De Pere welcome
school bus assistant managers
Lamers Bus Lines welcomes two new school bus assistant
managers, Dave Vander Bloomen and Kelly Stewart. Dave is working
in our West De Pere location and Kelly is working in our Green Bay
location. Both Dave and Kelly have worked at Lamers in other
capacities.
Dave has been working at Lamers since April of 2014 as a
Charter Sales Consultant in the Green Bay Motor Coach
Department. He works part-time as a Police Officer for the Village
of Lena, and also does freelance camera work for local and
national television stations. Dave graduated from St. Norbert
College with a degree in Communication and a minor in Music.
He lives in the Black Creek/Freedom area with his wife, Wendy,
and they are expecting their first child in May.
Kelly has been driving school bus for Lamers since
October 2013. Kelly will be working with Green Bay and
Ashwaubenon Head Start, Brown County Human Service
routes and will begin learning our Ashwaubenon route system.
Kelly has lived in Green Bay and has a four-year-old daughter,
Haley. She is active in her church working with the church
choir and plays for events scheduled at the church.
Dave Vander Bloomen
Kelly Stewart
Congrats to these great employees!
Thank you for your years of service!
Employee Anniversaries
January – March
DAVID WAMBOLD, GREEN BAY — 1 0 YEARS
ROBERT REUTENAUER SR, FLORIDA — 1 0 YEARS
MICHELLE DE BOUCHE, GREEN BAY — 1 1 YEARS
OCTAVIUS PALMER, HOWARD — 1 1 YEARS
LEON PROVOST, WI RAPIDS — 1 1 YEARS
EVERETT SKAR, GREEN BAY — 1 1 YEARS
MARTIN HUSS, GREEN BAY — 1 1 YEARS
ROBERT COLLAR, MENASHA — 1 1 YEARS
ROBERT HILLMANN, MILWAUKEE — 1 1 YEARS
MARY SCHUTTEN, MILWAUKEE — 1 1 YEARS
LEONARD DORNER, GREEN BAY — 1 2 YEARS
LEROY ROEHL, MENASHA — 1 2 YEARS
NANCY BASCUE, MENASHA — 1 2 YEARS
BYRON BRESSERS, EAST DE PERE — 1 2 YEARS
ROBERT SPLITTGERBER, GREEN BAY — 1 2 YEARS
PAUL COLLINS, GREEN BAY — 1 2 YEARS
ROBERT PEOT, GREEN BAY — 1 3 YEARS
JESSICA KRAUS, GREEN BAY — 1 3 YEARS
LAURA LUEDTKE, MENASHA — 1 3 YEARS
CHRIS RASMUSSEN, GREEN BAY — 1 3 YEARS
ERIC SMET, GREEN BAY — 1 3 YEARS
JAMES THOMPSON, SURING — 1 3 YEARS
THOMAS HUGHES JR, MILWAUKEE — 1 3 YEARS
MARY ELLEN MIRON, MENASHA — 1 3 YEARS
LILLIAN HOTZ, MENASHA — 1 4 YEARS
JERRY VANDERKINTER, GREEN BAY — 1 4 YEARS
VERN ANDERSON, GREEN BAY — 1 4 YEARS
MICHAEL VAN DEN BUSCH, WEST DE PERE — 1 4 YEARS
ROBERT SIEBER, MILWAUKEE — 1 4 YEARS
THERESA SCHROEDER, MENASHA — 1 4 YEARS
COLETTE JUNGBLUTH, MILWAUKEE — 1 4 YEARS
DONALD KOWALSKI, MUSKEGO — 1 4 YEARS
WILLIAM BLACK, MILWAUKEE — 1 5 YEARS
JAMES DERSE, MILWAUKEE — 1 5 YEARS
JAMES HUNTLEY, EAST DE PERE — 1 5 YEARS
DANIEL GAUSLIN, MENASHA — 1 6 YEARS
RHONDA VANDEN BOOGAARD, MENASHA — 1 6 YEARS
MICHAEL MC GUIRE, GREEN BAY — 1 7 YEARS
DIANA CLAY, MILWAUKEE — 1 7 YEARS
GEORGE HAZEN, MENASHA — 1 8 YEARS
LAWRENCE ZASTROW, WEST DE PERE — 1 8 YEARS
WILLIAM RANDALL, MILWAUKEE — 1 9 YEARS
MARK LAMERS, GREEN BAY — 20 YEARS
MICHAEL RHEINGANS, GREEN BAY — 20 YEARS
MARCIA JUBIN, EAST DE PERE — 20 YEARS
JAMES MITCHELL, MENASHA — 20 YEARS
KENNETH UTECHT, WAUSAU — 20 YEARS
ROGER CORBEILLE, EAST DE PERE — 22 YEARS
ROBERT ZURKOWSKI, MENASHA — 22 YEARS
CYNTHIA DE WITT, MENASHA — 22 YEARS
RICHARD SHINDEL, MILWAUKEE — 26 YEARS
STEVEN REMINGTON, GREEN BAY — 26 YEARS
PAUL MENNEN, MENASHA — 28 YEARS
TERENCE SUTTNER, GREEN BAY — 28 YEARS
JAMES CRAW, GREEN BAY — 28 YEARS
ROBERT HABEL, MILWAUKEE — 29 YEARS
DAVID STRICKER, MILWAUKEE — 29 YEARS
LINDA GIFFIN, GREEN BAY — 31 YEARS
MICHAEL LOHRENZ, GREEN BAY — 35 YEARS
CHRISTOPHER GILLING, EAST DE PERE — 38 YEARS
STEVEN NYS, WEST DE PERE — 39 YEARS
Driver Uniform Refresher
protect the driver from the elements.
company approved coat, jacket, or
The regular uniform to be worn Any
hat is acceptable.
by all coach drivers includes:
• A dark blue suit with an optional
School Bus Drivers
vest. (A navy blue blazer with navy
blue trousers is an acceptable Regular School Routes
substitute.)
School bus drivers driving
• A pink colored collared shirt. Shirts regular routes to and from schools
must be plain and without any design should wear neat, clean casual clothing
or stripes.
in good condition and drivers are
• Dark blue or maroon clip-on tie. expected to wear shoes and socks at all
Neckties that are not clip-on are times (no sandals).
unauthorized as they may pose a safety Charter School Trips
hazard around vehicles.
bus drivers driving
• Polished black or dark brown shoes. charterSchool
trips,
rather
than regular school
• A black or dark brown belt.
should wear dark blue slacks, a
Coach drivers may choose to routes,
blue shirt or blouse, and a dark
wear a blue, black, or maroon sweater light
blue or maroon clip-on tie. However,
with the regular uniform.
between June 1 and
When traveling in southern during the period
1, drivers may forego
states between April 1 and October 1, September
the tie. Navy blue Bermuda
coach drivers may wear the regular wearing
shorts are the only shorts
uniform without the suit jacket/blazer. style
However, drivers should use good authorized for wear.
Check out Tour & Travel's website judgment in deciding when the full Inappropriate Clothing
regular uniform may be appropriate..
At no time will any driver wear
Lamers Tour & Travel has another piece to add
In times of inclement weather T-shirts, tube tops, faded or torn blue
to their marketing efforts — a brand new
(rain, snow, extreme cold, etc.) coach jeans, excessively short or long shorts,
website! The new site is actually housed within drivers are authorized to wear navy or clothing containing obscene or
blue or black outer-garments (jackets, potentially offensive designs or
to GoLamers.com umbrella, though it can still
coats, gloves, hats, etc.) necessary to slogans.
Coach Drivers
be reached by LamersTour.com.
The new website includes a complete list of all
extended and one­day tours in a searchable
format. Users can seach by keyword, date, or
departure city.
In addition, they can start the reservation
process from the site. Users fill out a form with
all of their contact and travel information and
are contacted within 24 hours by Tour staff to
confirm seating availability and payment
arrangements.
Currently paying for trips through the website is
not available.
Another feature of the site is the ability to sign
up for a the Email­a­month, an e­newsletter
designed to provide some of the same great
information as the popular Mail­a­Month.
We have already had people sign up for the
newsletter and the first issue boasted a 61.5
percent open rate and a 30.8 percent click rate.
That's a really great percentage and it definitely
shows that this is an effective way to reach tour
customers.
So check it out for yourself! Visit GoLamers.com
and click on the Tour & Travel Tab. Let us know
what you think!
How bus manufacturers design seat fabric