When we were asked if we would like to attend the Expo we gave a resounding yes! What a great opportunity to give a drivers perspective to all of the TA/Petro Service Centers at one time. Jim Reed, Director of Truck Service Marketing & Recruiting took on the duty of getting the customer panel to where we needed be and at the correct times. I am sure at times he felt as if he was herding a group of cats. Jim did an awesome job and all the details were taken care of and everything went smoothly.
We arrived at the Expo on Thursday and were given free rein to attend the vendor’s exhibits and also to sit with Road Squad Connect and the Technical Support Center. We took advantage of the offer and spent Wednesday talking to vendors and listening to live calls from drivers to Road Squad. We are usually working truck shows and so this was great to be able to take our time and really talk with the exhibiters.
In the corner was a booth containing a live session of the "Road Squad Connect" and I was able to sit in and listen to live calls. Calling in on the 800 824 7467 number or using the TA/Petro Truck Smart app it is easy to call for assistance when broke down beside the road any where in the United States. Using our smart phone and the app with location service turned on we do not have to know the MM or location as when the call is placed our location shows up on the Road Squad map. I listened as drivers told of what the problem was, as the dispatcher found either a Road Squad vehicle or an outside vendor depending on who could get to the truck fastest and get them back on the road. The communication link was always open between the truck driver, the tech, and the dispatcher to get the best service. In one instance when the driver heard the cost he asked where the closest TA or Petro was located and the dispatcher asked which way he was headed. Next he told the driver the closest TA and linked him in with the shop so he could set up an appointment and the proper parts would be there waiting on his arrival. The service was phenomenal.
The Technical Support Center works with the service techs in many ways. If they need a wiring diagram for any truck, if they need ideas on what tools and parts they need to take on a service call, or when they are stumped on a problem they can call in for help.
One of our favorite people we like to visit with was also in attendance, Homer Hogg, Senior Technical Trainer for TA Truck Service and Petro Lube. Homer is always interested in our fuel mileage and our experiences as drivers. Dave Nemo was broadcasting live from the event and we were on the radio show Thursday morning talking about Team Run Smart, Trucking Solutions Group, as well as the Expedite Expo. In the picture is Homer Hogg, Linda, and Jason Johnson.
There were also a lot of activities at these events and we were able to watch each of the 31 districts compete in the Pine Wood Derby truck races. We stood amongst many of the attendees rooting for our favorite trucks. Some of the districts created some amazing racers with a few having an over abundance of chicken lights.
On Friday we prepared for our customer panel discussion that was led by Dave Nemo. We sat with three other owner operators with one being Jason Johnson one of the finalists for Worlds Toughest Trucker. Jason at 6'10" towered over me and I found him veryinteresting to talk with and hear about what the competition was really like. On the fleet side there was Robert McConnell - Maintenance Manager with Bennett Motor Freight, Martha Bertrand - Director: On Road Maintenance with CR England, and Mike Kerschner - VP of Operations with RJW Inc. / Bestway.
We had one hour of questions and answers, which ranged from what we like in a shop to what frustrates us at a shop. The time flew by quickly and before we knew it we were all getting a standing ovation by the 500 plus managers and assistants of the truck service centers. After the session we answered questions from several people and different district managers.
In the evening we attended the awards night that sounded a little boring, but wow do these guys know how to put on a show! Mixed in with the different awards was the videotaping of service techs going over and beyond to help another human. There were over 300 stories submitted and these were deemed the best of the best. We listened as each tech explained how they helped drivers in bad situations to make something right. The best story was three techs that helped a team make it home for Thanksgiving and to see their new grandchild. They had to create a part to fix an exhaust leak as there were no parts available to be found and we listened in amazement to the lengths these three guys went to fix this truck and to fix it right and sent this couple on their way. These were all great human interest stories about one person helping out another person above and beyond their job duties.
Foristell, MO TA Service Manager, Aaron Click and Assistant Melissa Kitchens runners up for shop of the year
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What we took away from this event is that not only does TA/Petro empower their employees to do a better job they also are enabling drivers to rise to the top with respect. Will every experience be perfect at a TA/Petro? NO but what we learned was that they have leadership support to always strive to improve their service.
Everywhere was their motto "Q-Force" with the four pillars - Know their name - Fix it Right - Value their Time - Wear the cape. We talked with many of the employees and I believe this was one of the most positive group of people we have met. They believe in their leadership and the leadership believes in giving their people the ability to make decisions.
We listened to the future plans for TA/Petro and it is no wonder the employees are happy. TA/Petro is a stable organization with a leader, Tom O'Bryan, who likes change and who is not afraid to take chances. We as drivers will benefit greatly by CEO Tom O'Bryan's plans and we consider ourselves very lucky to have had a small part in giving feedback.