Employee Newsletter 4Q 2012 INSIDE THIS ISSUE 2 Company News 3 Employee News 4 Charities Volume 6 Issue 4 Letter from the President I like the word “delight”… which means “to give great pleasure”. I can personalize the use of this word because I have so many things which give me delight. This past Thanksgiving Holiday, I was reminded of the delight I have in being with extended family. I have great delight in being with my wife and kids, but I don’t always get much time to spend with my extended family… yes, it was a delight. I hope you have delight in spending time with your family this holiday season. This word is on my mind because Jim Buell (EVP of Sales and Marketing) has recently proclaimed to the FleetNet inside sales team our desire to delight our customers. I jumped on the bandwagon and proclaimed to the FleetNet management team the same message… we are on a mission to delight the customer. So now I am proclaiming to each of you… I would like for you to find ways to delight the customer! Let me give you a few ’delightful’ examples of the many I’ve heard: 1) Melissa Singletary from Sales had a Roadside customer who desperately needed information for an upcoming DOT audit. Melissa located every PM, write-up, invoice, etc., he needed over a 6-month period and sent them to him. He was delighted! 2) Tracy Hatley, TMcare® Fleet Manager, proactively requested an oil analysis of a TMcare® truck because of some concerns. The oil analysis revealed the oil was 20% diesel fuel and would have washed out the cylinders and bearings if not detected, thereby saving a $20,000 engine. The customer was delighted! 3) Samantha Elmore, a rep in TMcare®, was notified of a customer’s abandoned unit in a small Mississippi town while on the way to provide support for Hurricane Isaac - but the address she was given was not correct. Samantha used creative resources – even enlisting a helpful lady in that town who went out and physically found the missing truck. Samantha had the truck repaired and the customer picked it up on the way back from the storm. The customer was delighted! 4) Travis Sellers was involved with a very upset woman and her husband who broke down on their way to Mesa, Arizona. Travis took the time to be professional, understanding… and followed up with them once the load was swapped and they were back on the road. They were delighted! What can you do to create delight? Maybe it is an extra phone call to give the necessary communication, is it a kind word, a gesture of kindness, a listening ear? I know we are focused on individual metrics which impact your incentive program but I need to remind you: if we merely do just enough for the customer and don’t take the time to delight the customer then we leave ourselves open to lose the customer. If you have a desire to delight the customer and are looking for ways to do so – then I bet you will be successful in doing just that – delighting the customer. family Gary Cummings President & Chief Executive Officer
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Employee Newsletter4Q 2012
INSIDE THIS ISSUE
2 Company News
3 Employee News
4 Charities
Volume 6 Issue 4
Letter from the PresidentI like the word “delight”… which means “to give great pleasure”. I can personalize the use of this word because I have so many things which give me delight.
This past Thanksgiving Holiday, I was reminded of the delight I have in being with extended family. I have great delight in being with my wife and kids, but I don’t always get much time to spend with my extended family… yes, it was a delight. I hope you have delight in spending time with your family this holiday season.
This word is on my mind because Jim Buell (EVP of Sales and Marketing) has recently proclaimed to the FleetNet inside sales team our desire to delight our customers. I jumped on the bandwagon and proclaimed to the FleetNet management team the same message… we are on a mission to delight the customer. So now I am proclaiming to each of you… I would like for you to find ways to delight the customer!
Let me give you a few ’delightful’ examples of the many I’ve heard:1) Melissa Singletary from Sales had a Roadside customer who desperately needed information
for an upcoming DOT audit. Melissa located every PM, write-up, invoice, etc., he needed over a 6-month period and sent them to him. He was delighted!
2) Tracy Hatley, TMcare® Fleet Manager, proactively requested an oil analysis of a TMcare® truck because of some concerns. The oil analysis revealed the oil was 20% diesel fuel and would have washed out the cylinders and bearings if not detected, thereby saving a $20,000 engine. The customer was delighted!
3) Samantha Elmore, a rep in TMcare®, was notified of a customer’s abandoned unit in a small Mississippi town while on the way to provide support for Hurricane Isaac - but the address she was given was not correct. Samantha used creative resources – even enlisting a helpful lady in that town who went out and physically found the missing truck. Samantha had the truck repaired and the customer picked it up on the way back from the storm. The customer was delighted!
4) Travis Sellers was involved with a very upset woman and her husband who broke down on their way to Mesa, Arizona. Travis took the time to be professional, understanding… and followed up with them once the load was swapped and they were back on the road. They were delighted!
What can you do to create delight? Maybe it is an extra phone call to give the necessary communication, is it a kind word, a gesture of kindness, a listening ear? I know we are focused on individual metrics which impact your incentive program but I need to remind you: if we merely do just enough for the customer and don’t take the time to delight the customer then we leave ourselves open to lose the customer.
If you have a desire to delight the customer and are looking for ways to do so – then I bet you will be successful in doing just that – delighting the customer.
family
Gary CummingsPresident &
Chief Executive Officer
P2 FleetNet Family Employee Newsletter
The Numbersby John WoodExecutive Vice President of Finance & Administration
Walking around our offices or working with our systems, it doesn’t take long to see we manage by the numbers: number of customer events (breakdowns), customer downtime, costs per repair, number of calls, workflow costing, accounts receivable aging, and so on. Numbers are not the only thing we manage by, but they sure are important. Managing by the numbers enables us to get our customers’ fleets up and running faster than anyone else in America and to deliver the best-in-class PM compliance at the lowest total maintenance cost. Managing by the numbers also helps our company to remain financially healthy! So, you might ask “How do I get involved in managing by the numbers?” I’ll come back to that in a minute.
As you are aware, FleetNet is a wholly-owned subsidiary of Arkansas Best Corporation, which is a publicly-traded company. They have issued stock that is traded on the NASDAQ stock exchange under the symbol ABFS. A publicly-traded company is owned by the shareholders (those who own the stock) and works to provide a good investment return for the shareholders.
We have sister companies also owned by Arkansas Best Corporation – ABF Freight, Albert Moving and Storage, and the newly acquired Panther Expedited Services. As a publicly-traded company, Arkansas Best Corporation is required to report financial results each quarter to the public under rules and guidelines from the Securities and Exchange Commission (SEC). Under those rules, up until last year, FleetNet’s specific financial results were not required to be reported separately – our results were combined with other subsidiaries. This year the financial reports issued to the public by Arkansas Best Corporation now show our specific financial results.
For the quarter ending September 30, FleetNet reported $32.7 million in revenue. After subtracting costs to pay the repair vendors and the expenses (wages, benefits, etc.) to operate the company, we reported about $872,000 in operating profits. From that amount we have to pay income taxes, leaving the remainder as net profits. In addition to providing a return for our shareholders, our net profits provide funds for growing our company through system enhancements, building improvements (our upcoming remodel), employee training and annual increases.
In order for us to remain financially healthy, we must manage by the numbers. So, back to the question, “How do I get involved in managing by the numbers?” Recently, our incentive plan was amended to add hourly full time employees. Now all full time employees are able to share in the financial success of the company through the Quarterly Incentive Plan. As part of the plan, we have been assigned specific targets, goals or other measurements that are tied to our individual target incentive amount. Understanding and working to achieve your goals will continue to help FleetNet provide best-in-class service to our customers and remain financially healthy, while allowing you to share in a part of our success! Your individual numbers, accumulated with all employees’ numbers, form the backbone of the numbers for the company - which ultimately produce the financial numbers we report to the public on a quarterly basis. Numbers matter and so do you!
John Wood
Remodel Update! Bids are in and being evaluated. We should have a contractor chosen very soon with work beginning early in the new year. The plans include new carpet, new paint, new lighting, remodeled restrooms and break room! As more details are available we will keep you posted.
P3Employee News...
Kelly Scism (right) competed in the Cole Creek Arena Buckle Series Barrel Racing Competition in Casar, NC from April to October. Kelly finished as the Cole Creek Arena 2D Champion, 3D Champion, 3rd in 1D and 2nd in 4D. She will be awarded a champion buckle for each of the 2D and 3D wins. The three quarter horses she rode were: MDW Cloverbar Chic aka “Chic”; I’m All Fueled Up aka “Diesel”; and CEO Little Miss Me aka “Lil Miss”. Kelly is a Billing Clerk in Accounting.
Matthew Bane and wife Jessica are happy to announce the arrival of their son Brody River Bane (left). He was born October 22, 2012 at Cleveland Regional Medical Center in Shelby, NC, weighing 9lbs 9oz and measuring 21 inches long. Matthew’s son Cooper, age 5, loves his new baby brother and is the best big brother any baby could ask for. Matthew is a Billing Clerk in Accounting.
Eric Surretsky (right) came in 1st in his age group and 4th overall in the Inaugural Hog Happnin’ 5K race held on Saturday, October 23rd in Shelby, NC. The race kicked off “The Week of the Child,” a collaborative effort of agencies supporting the Children’s Home of Cleveland County. Eric is an Inside Account Manager in Sales.
Travis Hullette and wife Courtney welcomed their first child, Aria Laurel Hullette, (left) on November 18, 2012 at 4:44 pm at the Carolinas Medical Center in Lincolnton, NC. She weighed 5lbs 4oz and was 18 3/4 inches long. Travis is a Follow Up Rep in Roadside.
Daniel and Melinda Williams (right) were married on September 8th at The Dodgin Barn in Lincolnton, NC. They were high school sweethearts and have been together for 10 years. The happy couple enjoyed a honeymoon in Jamaica following the ceremony. Melinda is a Follow Up Rep in Roadside.
Niney Johnson is thrilled to announce the birth of her second granddaughter. Maesun Elizabeth Dennis (left) was born September 25, 2012 at Carolinas Medical Center in Lincolnton, NC. Proud parents are Niney’s daughter Terika and Chris Dennis of Lincolnton. Maesun weighed 6lbs 14oz and measured 20 inches long. Niney is a Sales Administrator in Sales.
On October 9th, Richie Bryant (right) took home his first win in the Amateur Reining competition at the NC-AQHA State Fair in Raleigh, NC. He also won Circuit
Champion in the Novis Amateur Reining November 3rd and 4th at the 2012 Spooktacular Circuit SC-AQHA Horse Show in Camden, SC. His son, Hayden, 6, (right) brought home his first win as well winning 1st place in the youth lead line class. Both were riding the family’s Reining Quarter Horse “Billy Two Eye”. Richie is a Senior Coordinator in Roadside.
Angelina McCorkle (left), daughter of Adrienne McCorkle, was crowned the Homecoming Queen for the Mighty Mites football team of West Gastonia’s Boys & Girls Club on October 19th. The crown was awarded to the girl who collected the most donations for the Boys & Girls Club of Gastonia, NC. Adrienne is an Inside Account Manager in Sales.
John Moberly’s oldest daughter Summer married Matt Placek (right) November 17th in Collierville, TN. They will honeymoon on the ski slopes in December. John is a Regional Sales Manager covering Tennessee and Kentucky.
Becky Collins’ son Corey Watson (left) is preparing for his 4th deployment overseas since 2009. Corey joined the Marine Corp in June 2007, leaving for boot camp 2 days after graduation at the age of 17. He is now Sergeant Watson Non-Commissioned Officer in Charge (NCOIC) of Hydraulic Pneumatic Work Center/Aircraft Tire and Wheel Work Center. He spent April-December 2009 in Iraq/Egypt/Bahrain/Qatar, April-November 2011 in Bagram Afghanistan and March-October 2012 in Bagram Afghanistan/Qatar. In January he will be returning to Bastion Afghanistan. Becky is a Senior Collection Clerk in Billing.
FleetNet Family Employee Newsletter
P4 FleetNet Family Employee Newsletter
FleetNet Family InterestsFleetNet America has committed to a company-wide Holiday American Red Cross Fund Raiser Campaign from now until December 19th. As a large group we know we can make a difference to help those thousands of individuals the American Red Cross is trying to meet needs of in Sandy’s Wake. There have been several fund raising events including lunches and donations in honor of employees.
Mike Hammack, aka “Hammy” (Fleet Manager in Roadside), has a special interest in the website LoveGrows.org. One of the founders of this website, Andy Wilson, is a close friend who grew up attending the Second Baptist Church in Cherryville. In late 2009, Andy and 11 others traveled to Mityana, Uganda for a medical mission trip at the Royal School & Orphanage. During their 14 day trip,
they befriended 700 orphaned children, who were victims of the war-torn country. The experience made it impossible to return home and do nothing to help. Therefore the non-profit group LoveGrows was born on May 22, 2010.
The primary objective is to increase the health, education and self-sufficiency of the orphans. From agriculture to education to clean water, they always “feed
the man while teaching him to fish.” Long term sustainability is always at the forefront of their projects.
“I believe in him and his character and when he says that 100% of the money goes to the kids. Andy would love the opportunity to come to churches to give a presentation about Love Grows and is willing to talk to anyone on a individual basis as well ,” Hammy said about his friend.
Den Parker (Coordinator in Roadside), traveled along with volunteers from 7 churches to Anawalt, West Virgina on November 10th to deliver donations to The King’s Closet. The charity formed to help supply everyday necessities to the poor of McDowell County, WV. The volunteers travel every August to take school supplies and clothes for the children, then again in November to deliver Christmas gifts, food boxes and warm clothes. McDowell County is one of the poorest counties in the United States. Once a thriving coal-mining community, now the people of this remote area struggle to meet their daily needs.
The King’s Closet is an effort driven totally by independent giving from area NC and SC churches. If you would like to donate or volunteer your time contact Den Parker in Roadside.
Bryan Whitlock, the son of Brenda Whitlock (Payable Clerk in Accounts Payable), works with Thompson Child & Family Focus in Matthews, NC. Their work centers on the well-being of children and their
families. Thompson is a non-profit organization operating three campuses, each providing comprehensive education, treatment, and care for children (birth to 18 years) in need. The children they serve are fragile, bruised or broken. Their vision, determination and obligation is to make them whole again. The people at Thompson do whatever it takes to help every child to feel safe, strong, happy, and loved.
Bryan states, “Support struggling children and families this holiday season by giving to www.tistheseason2012.com to benefit Thompson Child & Family Focus. Because of you, our children wake up to a few small gifts on Christmas morning, but most importantly, the knowledge that somewhere, someone cares deeply for them and they are valued. Find your holiday cheer in giving and THANK YOU for your support.”
Mark Johnson, the husband of Niney Johnson (Sales Administrator in Sales), is the Relay Center Coordinator for this area’s Operation Christmas Child. Since it’s beginning in 1993, this charity (a Samaritan’s Purse project) has collected millions of shoeboxes filled with toys, candy, hygiene products and school supplies to deliver to needy children in over 130 countries worldwide. Mark snapped this photo (right) of ABF trucks loaded to the top with boxes ready to make their way to the Processing Center in Charlotte, NC. If you would like to fill a shoebox or volunteer your time, please visit samaritanspurse.org.
I am only one;
but still I am one.
I cannot do
everything,
but still I can do
something;
I will not refuse to
do the something
I can do.
~ Helen Keller
Children of Anawalt, WV
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