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»Issue 7, Volume 07 www.scarbrough-intl.com » July 2007 |
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In this issue:
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Main Page
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SCARBROUGH SERVICES
"Value" is a combination of what you get, what you pay, and how you're treated." Unknown Quality and Service Many service based companies provide quality and service, according to their commercials and their marketing material. It is one of the most aggressively pushed offerings that companies of all types pitch to customers, campaign after campaign after campaign. What is it though? Quality and Service. What do they mean by quality and service? So much time is spent pushing the idea that you, as a customer, will receive superior service and quality. The great negligence of a statement such as “we provide superior quality and service” is the generalized position of the statement. It has no substance, no feel and no concept of expectation. If you as an employee were asked to write an End of Month report, would you simply write “Stuff; last month I did Stuff?” This statement could be saying a lot, it suggests that you partook in activities of some sort and that you may have even completed something, in theory. In actuality it does not, it says “stuff,” just like the claim, “we provide superior quality and service,” and would invariably get you an invitation to pursue another career path. Where is the Substance? It is important as a business owner or decision maker to challenge such claims. If a company promotes itself in this way, you should know what it means and how that particular company defines quality and service, especially in the crazy world of semantics and fine print disclaimers. We will provide superior service after the year 2100 and then not Mondays, Tuesday, Wednesdays, Thursdays, Fridays, Saturdays and Sundays. Here at Scarbrough we spend a lot time focusing on the customer and providing superior service (I know, I have done it too, wait for it). We give the statement depth and meaning. More important than the claim is the substance. What do you get by being a Scarbrough client? What is the Value? Value is defined in the header above. Specifics, not generalizations, are the essence of value and therefore the foundation from which good business decisions are made. If we can define our claim in terms of specifics then surely we a providing true quality, true service and consequently true value. So, here we go. “We, at Scarbrough, provide superior Quality and Service”… …Quality and Service in Customized Solutions Our business model allows us to provide you, the customer, with customized solutions (generalized claim) by (specifics are afoot) building our offerings around your supply chain needs. We spend the necessary time learning the needs of our customers and building a strategic solution around those needs. Utilizing our extensive operating system we offer reporting options that cover all aspects of your supply chain (e.g. Landed Cost). Through our extensive partnerships and networks, we are able to provide transportation options that range from imports to exports, from oversized freight movement to less than container load consolidations, from international to international origin and destination shipments to united states domestic truck brokerage. In summation, we do not fit your needs into a predetermined functionality, our model allows us to meet your needs the way you want it. Our Scarbrough Account Management Program will ensure that your needs are met and that you can always communicate with your Scarbrough representative and not an impersonal call-center. …Quality and Service in Staffing Our team is paramount to the success of our company. We hold our employees to a high standard and frequently provide training on the industry and concepts of business management. Scarbrough University was introduced at the beginning of 2006 and has produced a team of employees that have been placed in operational position. The Employee Development Program has created strong entry level workers by building a foundation of industry knowledge with an emphasis on understanding and exceeding the expectations of customers in this fast paced industry. Our experienced employees receive on going training to ensure that we are ahead of the curve in international transportation initiatives, developments and performance. …Quality and Service in Compliance Standards (C-TPAT) Scarbrough International, Ltd. is committed to performing our duties to the highest standards. C-TPAT is a voluntary CBP program designed to increase supply chain security through voluntary participation by importers and others integral to the international supply chain. It focuses on proactive practices to reduce and avoid supply chain security breaches. All importers are encouraged to participate in Customs and Border Protection’s (CBP) C-TPAT program. Our compliance team is an integral part of our standard operating procedures and is available to assist you as an importer in building a program that supports the security initiatives of the United States government. …Quality and Service by Reputation Our operating system is capable of meeting the needs of even the biggest importers. directly linked with our Shipment Tracking system, clients can monitor their supply chain 24 …Quality and Service by Reputation After being nominated for Kansas City Small Business of the Year for 2007, Scarbrough International was nominated for the United Shipping Organizations Best Operations (worldwide), Best Communications (worldwide), Best Payments (worldwide), and North American Partner of Year. United Shipping has awards for several categories not limited to those above. Only one award can be given to any one company. Scarbrough was nominated for all the above but ultimately received the United Shipping Overall Partner of the Year, which is the highest award available. "Value" is a combination of what you get, what you pay, and how you're treated." Unknown For more information on our services please call (816) 584 2448 or e-mail scwoods@scarbrough-intl.com -- Scott Woods, Marketing |
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" 'Simply the Best', both personally and professionally is the
cornerstone of our culture." |
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Copyright © Scarbrough International, Ltd. |
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