February 2015
Volume 2, Issue 2
From the President
2015 is getting off to a slow start for us. Shipment
counts were down over 10% from last January,
and daily revenue numbers were down over 11.5%.
we typically see a slow down during the winter
months, but I think the economy in our areas, especially the western half of our region, is grinding
to a standstill, due to the low oil and gas prices.
I think everyone is happy with the lower gas and
diesel prices, but the ramification of depressed
energy prices and our energy-related customers is
making it tough for all of us. We’ll get through
this, but not without thinking outside the box, reducing expenses, and doing things different – no
more ‘That’s the way we always did it.” More details to follow –
Congratulations to John Moreno, a city route
driver for us in Wichita, KS – for his 25 years of
service to our company. Last month Ricky Frech
accompanied Mike Stone on the trip to Wichita,
Inside this issue:
Meet A Manager - Ricky Frech
2&3
I/C Spotlight - Plainview, TX
4
John Moreno - 25 years
5
Safety Update
6
I/C Spotlight - Pawhuska, OK
7
Customer’s Point of View
8&9
Karen Shifflett New Grandbaby
10
where we celebrated John’s loyalty and commitment to our company; pictures are inside
this edition of the Beaver Tales.
Did you know that we have numerous forms
and sales materials available for downloading from our company website? Check out
the link at http://www.beaverexpress.com/
Forms.aspx - you can get sales flyers, a copy
of our insurance certificate, credit application, a blank bill of lading form, our current
express rates, claim forms and more.
Check out our website at
www.beaverexpress.com for more information for you, and our customers.
Speaking about our website – did you know
that a customer with a location record in
ROADVision can obtain a password and login by contacting the Sales Department in our
CORP offices, and gain access to our Customer Portal website? A shipper can produce a
BOL online, and thanks to a recent upgrade,
can even print a shipping label for that BOL
using the Customer Portal. How cool is that?
Ricky Frech is the subject of this month’s
Meet Your Manager article – and Karen
Shifflett, our Accounts Receivable Manager
became a grandma again. More details are
inside.
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February 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: Ricky Frech
Office/Service Center Location: Woodward Corporate
Job Title: VP Operations
Years in the trucking business: 28
Years with Beaver Express: 28
Email address: [email protected]
Spouse’s name: Lynda
Children’s names and ages: Ricky 26, Dannelle 25, Matt 22, Conner 19,
Taylor,17, Miles 13
Pets: Nalli, Mooshu
Hobbies: Reading , Basketball
Favorite sports team(s): OSU Cowboys, OKC Thunder
When I was younger, I was a: CPA
My favorite kind of music is: Classic Rock
My Favorite food is: Steak
I am best known at Beaver Express for: The guy from WW that walks around
the dock all hours of the day
February 2015
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February 2015
Panhandle Popcorn Company and Beaver Express
“A Winning Combination”
The company was established in 1942 as the Glen A Beard Popcorn Company. It was
located at 400 Ash St in what used to be an old mule barn or livery stable that was
built in 1902. From 1942 until 1956, the company processed locally grown popcorn. In
1956, the name changed to Panhandle Popcorn Company, Inc.
Jim Mock started with Panhandle Popcorn Company in 1976 as a salesman that
worked a week out in front of the delivery truck. In 1977, we began selling plain white
popcorn tins filled with caramel corn, cheese corn and buttery popcorn. Only a couple
of companies were doing this at the time and we were the first to do a lithographed
popcorn tin. We started going to food shows and our business boomed. At one point,
we were selling companies like Saks Fifth Ave, Neiman Marcus, JC Penny, Marshall
Fields and Bloomingdales. We still sell Neiman Marcus today.
In 1987, PAMA Corporation bought Panhandle Popcorn Co. and has been operating
PAMA Corporation dba Panhandle Popcorn Co. since that time. Jim is President and
CEO of PAMA Corp. In 1990, PAMA Corp. became an independent agent for TexPack Freight Lines and in 2001 we became an agent for Beaver Express Freight Lines.
During some tough economic times in West Texas, Panhandle Popcorn Company has
managed to remain a viable force in the popcorn and concession and freight industry
by constantly seeking new and diverse ways of doing business.
Panhandle Popcorn Company is located on 2.5 acres of land, one mile south of exit 48
on Interstate 27 in Plainview, TX. The company occupies an 18,000 square foot building that consists of approximately 2000 square feet of office space, 4000 square feet
of production space and 12000 square feet of warehouse. We are located within the
city limits of Plainview, TX. Plainview is 30 minutes north of Lubbock and 60
minutes south of Amarillo.
Key Personnel:
Jim Mock – President
Cindy Clark – Business Manager
Ben Soliz – Delivery Driver
Ruth Sims – Popcorn Personnel
Chris Rojas – Popcorn Personnel
Jim, Ruth, Ben & Chris
February 2015
John Moreno Celebrates 25 Years
On January 5th, we got together to honor and celebrate John Moreno’s 25 years of
service to the company. Known as Little John, he had worked at Pioneer Materials
and Kessler Lumber as a driver before coming to work for us.
He’d also had a short stint with us, for about 5 months in the summer of 1989, before
coming back full time in January 1990. Little John’s steady work over the years has
had a positive impact on our Wichita operation, and he’s a big part of why we’ve been
successful.
Over the last 25 years, John’s been involved in driving city PU&D runs for us all over
Wichita; he’s one of the best at keeping our sales staff and management aware of
what’s going on with our customers.
He continues to drive for us here and anywhere Mike Austin and Allen Dunn need
him to go.
Please help me congratulate John for his years of service!
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February 2015
Safety Update
I would like to thank everyone for helping make the transition to the new JJ Keller
online training go so well.
The company had an overall 96% completion rate for the first month of training. I
am shooting for a 100% completion rate for the future. The training is very informative and it provides more learning stimulus for all employees. I believe that this
training along with future planned additions, will help to improve our overall success in lowering our accidents, injuries and any violations that we have had in the
past.
In the near future we will implement a new hire training program that will be completed online. I will also start implementing the assignment of courses for reinforced training to everyone that may have an accident or injury.
I look forward to working with everyone to accomplish a better and safer working
environment for all employees.
If anybody has any questions, feel free to call me anytime.
David Myers
Safety Director
SAFETY TIP
TAILGATING: One of the Deadliest Sins On The Road
As trucking professionals, we should keep in mind that tailgating is not just a
public relations issue, it is also very dangerous and costly.
Drivers should give themselves a proper margin of safety. You can do this by
mastering the “Six-Second Rule.” This means that you pick a fixed point, and
then count “one-thousand-and-one- etc.” until you have counted to at least six. If
you reach the fixed point before you finish counting, you are too close.
It is not always easy to maintain the proper following distance, however if you
travel slightly slower than the flow of traffic the proper following distance should
be attainable.
Speed makes a difference, too. Excess speed and tailgating go hand-in-hand. If
you find yourself slipping into a pattern of speeding and tailgating, please slow
down.
SAFETY-DOESN’T HAPPEN BY ACCIDENT
February 2015
Page 7
Charles Crawford has been the I/C for Beaver Express since June 1991 in Pawhuska,
Oklahoma.
Charles was born and raised in Pawhuska learning the trade of hauling freight by
helping his Dad and uncle in the Crawford Transfer Company until 1972, when he
bought the company from his father. His Grandfather started the company back in
the 1920’s using a horse and wagon.
Charles is a retired firefighter from the Pawhuska Fire Department after 25 years
serving his city.
Charles and his wife Angie have been married for over 20 years and have four sons,
Chad, Cory, Colby, and Chance. They have seven grandkids, Tristen 14 , Jadien 12 ,
Carson 3 , Cruze 2 , Caden 2 , Carmen 3 months and Kaine 2.
Charles has coached Little League Baseball and Football plus wrestling thru the
years.
Charles has many hobbies to keep him young; fishing, scuba diving, riding motorcycles, driving his corvettes and skydiving. (The last one may not work too well, as
Charles does not bounce with his knees as good as he used to ) He has also reached
32 degree Mason since 1973.
We at Beaver Express want to thank Charles and his family for being a part of Beaver Express for the last 24 years and hope he will still be working another 24.
Thank You C.C.
Charles Crawford
Pawhuska I/C
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February 2015
From The Customer’s Point of View
Many attempts have been made to define customer service. But as I see it, most
definitions take the organization as the central focus point. But first and foremost,
customer service should be about customers!
So here's my definition, from the customer's point of view.
I often see customer service definitions that look something like this:
"Customer Service is a function of how well
an organization meets the needs of its customers."
Well, this definition is OK, I guess, if you substitute MEETS with EXCEEDS, because just meeting the needs of your customers doesn't hack it anymore these
days.
You'll have to do better than that!
Also, there is no quality statement in this definition. It essentially allows the quality of service to vary from customer to customer.
Let's take this into account for our...
Customer Service definition,
take #2!
"Customer Service is a function of how well an organization is able to
constantly and consistently exceed the needs of the customer."
I like this customer service definition a whole lot better. Let me see if I can sum it
up for you why this is:




"is able to" - it's an ability, a skill
"constantly and consistently" - they're doing it all the time and have
proven this ability
"exceeds the needs" - more customer delight than customer satisfaction
"the customer" - makes the customer an individual, rather than a group,
with his special set of needs and wants
But can you see how these customer service definitions puts the organization
first, and the customer second? This seems logical, of course, since it’s the organization doing all the work in the customer service, not the customer.
Or is it?
February 2015
From The Customer’s Point of View - continued
Is the customer service department doing all the work??
My answer to this is NO. Never think that for a moment, or you are cutting your
customers short. Remember that your customer:
 took the time to search and find you!
 has shown an interest in your product, information or website
 spent time reading and investigating the information on your website
 may have tried everything in her power to answer question herself
 attempted to contact you, either picked up the phone or typed a message
 may have paid you $$$ already!
Wow! If you look at this, this customer must really be motivated! The alternative
was to just hit the BACK button, and say "Bye, bye". But this customer actually took
the time to give you an opportunity to shine. Don't turn your back on this customer
now, or she'll turn her back on you!
It is time to take a more "customer central" approach to this.
a CUSTOMER service definition
"A customer defines good customer service as
how she perceives that an organization has delighted her,
by exceeding to meet her needs".
So what happened to "ability" and "constantly and consistently", which was in
the previous customer service definition? Well, the customer does not care all that
much if you give others good service, as long as you'll give her good service all the
time (but how you treat others is naturally a good predictor for customers as to how
you'll treat them). So you have to have the ability to constantly and consistently
OVERdeliver to make sure that the individual customer is delighted. And as you
can see, in the end there is no truth, only perception.
In other words, DELIGHT or DIE!
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February 2015
New Grandbaby
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.
Karen Shifflett, Accounts Receivable Manager at the Woodward Corporate Office, has another grandbaby.
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
Big Sister Jaylee Rae Morgan holding her new sister:
Josey Lynn Morgan
Born 02-02-15 at 5:36 pm
5 lbs 11.5 oz 19 inches long
What’s Happening in your town?
Beaver Express Service, LLC
Corporate Office
4310 Oklahoma Ave
Woodward, OK 73801
www.beaverexpress.com
We like to include information on their families, upcoming events in their
town, like the beaver County Cow Chip Throw in April, 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