United Van Lines - Leader

April 2011 Volume 21, Number 4

Horizon Delivers Angel
to Tucson
Click here to read more

> Horizon Delivers Angel to Tucson

> Suddath Supports Mud Run

> Clancy Hosts Blood Drive

> City Moving Systems Donates Services to Coyote Central

In this issue > Fry-Wagner Assists with Tornado Relief Efforts

Click on a headline to jump to story > A-Mrazek Teams Up with St. Louis Cardinals for Recycling Event

> In The Mail

> From Chairman Dan McCollister

> Agent of the Month

> Agent Anniversaries

> Submissions

> From UniGroup President Rich McClure

Leader April 2011 Volume 21, Number 4 2 < Previous Next >

Horizon Delivers Angel to Tucson

Earlier this month, Horizon Moving Systems, flagstone from the Flight 93 crash site. The dedication ceremony was attended by
Tucson, Ariz., transported and delivered a very members of the Horizon team, including Bruce
special angel statue, from Pennsylvania to its The I-beam from the World Trade Center was Dusenberry, CEO and Vinay Kulkarni, COO.
permanent home in Arizona. The statue was picked up from a hangar at John F. Kennedy
dedicated to the youngest victim of the Tucson International Airport. The steel from the Twin The ballpark was a favorite location of Christina-
shooting spree, Christina-Taylor Green, born on Towers was donated by the Port Authority of Taylor, who was the only girl on her Little
Sept. 11, 2001. New York and New Jersey, which owns the trade League team. One of her goals was to become a
center site. professional ball player when she grew up.
The statue is 9-feet, 11-inches tall and made
of steel recovered from the Twin Towers and The statue made several stops during its journey
Pentagon 9/11 terrorist attacks. across the country, including a stop in Fenton,
Mo., at the UniGroup Home Office.
Horizon van operator Bob Caprari loaded
and moved the statue, as well as a 5 ½-foot The statue was, Friday, April 1, and permanently
I-beam piece of steel from the Twin Towers installed in the outfield of a ballpark renamed
and a 3 ½-foot I-beam from the Pentagon, and in memory of 9-year-old Christina-Taylor Green.

Left: Vinay Kulkarni, Horizon COO; Bob Caprari,
Horizon Van Operator and Bruce Dusenberry,
Horizon, President at the site of the angel statue.

Right: The angel statue in its new, permanent home
in Tucson, Ariz.

< Back To Index Leader April 2011 Volume 21, Number 4 3 < Previous Next >

Suddath Supports Mud Run

For the second year in a row, Suddath Leap of Faith,” which consisted of runners
Relocation Systems, Jacksonville, Fla., was the making a seven-foot leap from a wooden
presenting sponsor for the Multiple Sclerosis platform into a big muddy pool.
Jacksonville Mud Run event. The Mud Run is a
10k race, with boot camp style obstacles that “This was such a fun and unique event to be
are surrounded by or consist entirely of mud. a part of,” said Amy Brewer, Suddath Mud
Run participant and manager of customer
Suddath was integral in the sponsorship, service and vendor management for Suddath
transportation of equipment and local Government Services. “The best part about this
coordination of the event. More than 100 event is that while you’re having an amazing
Suddath employees got muddy and participated time, you’re raising money for a great cause,”
in the race or volunteered their time at the said Brewer.
event. Suddath volunteers manned the “The

Left: Members of Suddath's marketing team take
a muddy plunge.

Right: Suddath Government Services team
members prepare for the mud run.


Clancy Hosts Blood Drive
Recently, Clancy Moving Systems, Patterson, N.Y.,
held its first Blood Drive with the New York Blood
Center mobile bus. Clancy invited its employees
and the local Patterson community to donate at
the New York Blood Center Bus at Clancy's office.

Clancy saw the blood drive as opportunity to
be a part of and give back to the Patterson
community. At the end of the day the New York
Blood Center said they received 31 donors and
that was “truly impressive." Clancy Moving hopes
to hold another Blood Drive in the Fall.

Clancy Vice President of Marketing & Sales Jim Carey and employee Charlie
Douglas (right) donate blood during Clancy's Blood Drive.


City Moving Systems Donates Services to Coyote Central

City Moving Systems, Seattle, Wash., donated its
time and services to Coyote Central, an after-
school arts program for children ages 10-14. City
Moving Systems assisted Coyote Central with its
move from the Madison Valley area to the Central
Seattle area.

City Moving Systems became involved when
one of its employees, familiar with the non profit
organization, asked about possibly helping the
organization.
City Moving donated time and resources to help non
With a crew of five, City Moving Systems used profit organization Coyote Central move offices.

two straight trucks to complete the move, which
included office supplies and furniture. Coyote
Central operates on donations and grants,
recognizing the significance of the organization's
work in the community and with limited funds
at their disposal, City offered to provide moving
services to Coyote Central at no charge.


Fry-Wagner Assists with Tornado Relief Efforts

On April 22, the St. Louis area's most powerful
tornado in 44 years ripped through a densely
populated suburban area, destroying up to 100
homes and hitting Lambert Airport, shattering
hundreds of panes of glass at the main terminal
and blowing a shuttle bus on top of a roof.

Beginning early the next morning, Fry-Wagner
Moving and Storage, St. Louis, Mo., sent crews
to the affected areas to provide water, relief,
support, and relocation services to those in need.
It was the most powerful tornado in metropolitan
St. Louis since 1967.

After the tornado hit the St. Louis area, Fry-Wagner responded with relief efforts.


A-Mrazek's Teams Up with St. Louis Cardinals
for Recycling Event
A-Mrazek Moving Systems, St. Louis, Mo., teamed
up with the St. Louis Cardinals for an electronics
and appliance recycling drive to celebrate Earth
Day.

The five-day event, in collaboration with WITS
non profit organization, and the Partnership for
Downtown St. Louis, was held over five days.
Fans dropped off unused or unwanted electronic
equipment and appliances free of charge.

In return, the first 1,000 fans to donate each
day received a voucher good for a discounted
Cardinals ticket. Donors were also entered to win A-Mrazek President David Sabada with Fred Bird, St. Louis
a iPad or laptop from WITS. Mayor Francis Slay and with a representative from the
recycling center, at the electronics and appliance drop-off
site.


In The Mail

Mesa Systems, Denver, Colo. Fry-Wagner Moving and Storage, Conejo Valley Moving & Storage,
I wanted to let you know of the wonderful Kansas City, Kan. Simi Valley, Calif.
service I have received from two employees I want to let you know that your team has not I wanted to write this letter and let you know
in your office, Nan Pancello and Kim Kirby. disappointed me, and I have received excellent how completely satisfied we are with the results
Five years ago, my husband and I moved from care from everyone. I have copied everyone that of our third move with Conejo Valley Moving &
Colorado to California . My husband contacted has either called me, sent me emails or came Storage. From the first phone call, when I spoke
your company and worked with Nan Pancello. by today while Marc and Rod packed my stuff. I with Karen to the professionalism of Donald
Our move went fantastically, and we could not do hope I have not forgotten anyone but "thank Walta to Ben, Boyd and Blake who took such
have been happier. Well five years later, we are you" to everyone! I also want to say how much care with our items, it has been a pleasure.
finding ourselves moving back to Colorado. I enjoyed your A-Team, Marc and Rod. As you We all know that moving can be, and usually
Unfortunately, we had misplaced the previous know, having to move and having people pack is, traumatic, but my husband and I are truly
paperwork and could not remember who your things can be a bit stressful but once I met grateful to all of you for making it less so. Thank
had serviced us prior but my husband was them, I relaxed. They are polite and have great you again, and we wish you nothing but the
determined to have Nan again. I looked up your sense of humors, which I really appreciate. I best in the future.
number and contacted Nan who remembered appreciated their professionalism.
who we were and was so happy to hear that we
would be moving back. Once again, Nan, with
the help of Kim, has given us the best service
and has orchestrated our move beautifully. Nan
is a wonderful employee, and you are truly lucky
to have her working for your business. We will
forever recommend your company and continue
to use them for all of our relocation needs.

continued


In The Mail
Hilldrup Moving and Storage, City Moving Systems,
Stafford, Va. Seattle, Wash.
My husband and I recently relocated from the long work days. Both phases of the trip - I wanted to let you know that the delivery and
Danville, Pa., to Lexington, Mass., and used in terms of the packing and unpacking - were unpacking of our household items went very
Hilldrup for the relocation. I selected Hilldrup done by Jose and his crew and I hope you will smoothly. Thank you for all of your help through
because we had relocated from Gladwyne, recognize their talent and professionalism in this process. Myra Mickels was incredibly helpful,
Pa., to Danville, Pa., in the summer of 2008 some way. Tina had been the coordinator for responsive, and knowledgeable, and I hope
and our experience had been so positive. The my move in 2008, and I was pleased that she you know how appreciative I am of everything
service and professionalism of the Hilldrup could take on the role for this recent move. you did to make the move go smoothly. Your
staff in 2008 influenced our decision to select She responded to emails in a timely way, coordination was invaluable. Thanks again.
Hilldrup again despite being more expensive offered to give her cell phone to me on the
in terms of moving estimates. We were again weekend that I moved, and was always pleasant,
delighted by the efficiency, professionalism, reassuring and helpful. These members of your
and responsiveness of the team which included organization deserve recognition and praise. I
Tina Fitton who coordinated the move and have recommended Hilldrup to other physicians
Jose Espinal, who was the professional driver and professionals. Moving is quite stressful
and head of the moving crew (which included but your staff makes the process much more
Marvin, Pablo, Carlos, and Cesar). My husband manageable. Thank you for your attention to
is the CEO of a hospital system and commented this matter.
on the diligence, work ethic and discipline of
the team. We were exhausted watching them
work tirelessly in very cold weather and in
difficult circumstances with snow and ice in
the street and in my driveway. The team was
reassuring, completed the work in an efficient
and organized manner. None of the staff ever
complained or seemed to take a break during


From Chairman Dan McCollister

We're Never Too Busy for Quality Customer Service

Peak season is upon us, and as we gear up for The changes at the Home Office should help
the busiest time of the year, there is no better alleviate some of the challenges we experienced
time to remember our commitment to our last summer, but the Home Office cannot do
customers. Their satisfaction is the driver of our this alone. It’s you who book the business,
business and one of the keys to accomplishing coordinates the move and packs, loads and
our strategic vision of creating customers for transports the customers’ goods. It’s you who
life. hires the drivers and adds the capacity. You, the
agency family, are on the frontlines serving our
Customers know United for its quality service. customers. With this in mind, here are the top
We set the standards for expert movers who ten things you can do this summer, to provide
deliver on time and communicate effectively quality customer service:
with customers every step of the way. A busy
summer is no excuse for service failures. 10. Add capacity. Without trucks, containers,
Customers expect a quality move regardless of drivers and qualified labor, it’s difficult to move
the time of year. your customers’ goods. Add equipment and
drivers for the season.
Last year, we were challenged by the increase
in business and low levels of capacity. You’ll 9. Know your capacity. Once you’re finished
be glad to know the Home Office Operations adding equipment, drivers and labor, know how
team has been planning for this summer much business you’re capable of accepting.
since the end of the last one. They’ve updated Don’t take more business than you can manage.
communication systems, added alternative
forms of capacity and have recruited and 8. Do training. Now is the time to thoroughly train
trained an experienced operations staff to help new crew members and for veterans to brush
out over the busy summer months. up on their skills. Get ready to provide quality
customer service before business picks up.

continued


From Chairman Dan McCollister

We're Never Too Busy for Quality Customer Service

7. Do background checks. Make sure that all of 2. Communicate. If we communicate with our
your crew members are background checked customers, they will often understand that
and have a service crew ID. problems arise from time to time during a
move, which is why the move coordinator is the
6. Review other agents' scores prior to single biggest factor driving our willingness to
choosing for services. Look at the star ratings recommend scores.
and pick quality agents to help out on a move.
Every piece of the puzzle affects all the others. 1. Operate safely. No matter the circumstances,
If the OA work was poor, it could affect the we must follow hours of service rules and other
customer’s feeling about the entire move. regulations to ensure that the public, our van
operators, our customers and their possessions
5. Register early. Put your shipments in the are safe. If we fail to do that, nothing else
system as soon as you book them. More time to matters.
plan often leads to better service.
It’s time to learn from the challenges of last
4. Keep in touch. Let the Home Office know summer and ultimately put them behind us. I’m
when you’ve reached capacity. That will help confident that our agency network- the best in
them effectively and efficiently coordinate the business- will come together and to meet
shipments. the increasing demands for our services with
the type of quality and care for our customers
3. Use alternative forms of capacity. Trucks that they have come to expect from United.
won’t always be available. Be open to using
containers and the CareVan program to service
your shipments.

continued


Agent Anniversaries Agent of the Month
55 Years 10 Years February
American Moving & Storage Rossiter Relocation Services WINNER
Alamogordo, N.M. San Francisco, Calif. Liberty Moving & Storage
Commack, N.Y.
Hughes Relocation Services 5 Years
Philadelphia, Pa. RUNNER-UP
Suddath Relocation Systems
Christofferson Moving and Storage
Nashville, Tenn.
Beloit, Wis.
30 Years
Escanaba Moving Systems
Escanaba, Mich.
Submissions
Submit your agency’s stories, photos and
25 Years customer letters to Nicole Stuever (nicole_
Horne Moving Systems stuever@unigroupinc.com).
Goldsboro, N.C.

20 Years
Armstrong Relocation
Houston, Texas

Smith Dray Line & Storage
Columbia, S.C.

Greenville, S.C.

Asheville, N.C.


From UniGroup President Rich McClure

Undercover Lessons Uncovered

As we all gear up for the busy summer season, I’ve been reflecting on my time working
on the frontlines. As most of you know, my wife Sharon and I recently had the unique
opportunity to work undercover with several members of the agency family to gain first-
hand knowledge about what it’s like to do your jobs.

Along the way I learned that I’m not as good but they are emotionally demanding as well. to share that experience with other members
of shape as I thought I was; I can be dangerous You’re not just moving a customer’s belongings, of the Home Office team. I recently announced
with a loaded tape gun; and my talkative nature you’re also serving as a counselor and a trusted the Walk a Mile in My Shoes program. The
can be troublesome on the job. In fact, I have friend through one of life’s most stressful Home Office Agency Development team is
yet to receive any calls asking for my help events. working to pair Home Office associates with
moving customers this summer. Sharon, on agent volunteers. The Home Office associates
the other hand, has already received three calls I've been fortunate to have many teachable will spend several days at an agency location
asking for help in claims departments. moments in my life. Sometimes I get to be the working side-by-side with frontline workers,
teacher. During my experience undercover, I just as I was able to do. Participating agents
While this experience gave me a dose of had the privilege of a teachable week- and I will have the opportunity to provide valuable
humility when it comes to the physical aspects was the student. My time getting to know the feedback directly to the people who serve them
of the moving business, I learned about other workers on the frontlines reminded me that I am at the Home Office. And when the associates
challenges you face each and every day. Before called to serve. I want to wake up each day and return to the office, they will share what
my undercover experience, I knew that the men do a good job for each of you, the members of they’ve learned with their managers and other
and women who represent United across the our agency family and for our customers who associates. It is my hope that this program will
country are talented and hardworking, but I turn to us to help them through some of life’s help us better serve you- our agent customers.
learned that you all are even more dedicated most stressful events.
than I already knew. Your jobs are challenging. In addition to what I learned about the jobs in
Not only are they often physically demanding, These lessons were so valuable that I’ve decided the agency family, I learned even more about
continued


From UniGroup President Rich McClure

Undercover Lessons Uncovered
the character of the people who do the work. jobs that you do, our company and myself as
All of the people I encountered inspired me. a leader. This experience and the lessons I
Many of them believe that they’re placed on learned were a gift. It is my pledge to you, that
this earth for a reason, and they are consistently I will work each and every day to use that gift.
going the extra mile to serve their families, Thank you for the hard work that you do each
their communities and their customers. They and every day to serve our ultimate customers.
had truly inspiring personal stories, and they Please know that my management team,
opened my eyes to some of the financial need the Home Office associates and I are more
that exists. For that reason, we have created committed than ever before to serving you.
the Movers Care foundation. This foundation is
intended to help members of the agency family
during times of financial need such as a critical
illness or natural disaster. We are currently
going through the process of establishing the
foundation, setting up a board of directors and
creating the guidelines by which assistance can
be provided. You all have already helped fund
this important effort. At the 2010 Convention,
we held an auction and raised $30,000 which
will be part of this fund. I know that you will
continue to generously support the foundation
when you’re able.

My experience undercover was one that I will
never forget. I learned more than I could have
ever imagined about our agency family, the


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