Customer Service—A Magnet for More Business
Customer service beyond expectations can act as a magnet for more business. It’s a force that an independent Landstar agency in Pittsburgh, Pennsylvania, has put into practice.
When independent Landstar Agent Troy Shasko and his team successfully expedited the transport of an MRI machine and its magnets from New York to Texas, the result was the creation of new business opportunities.
HANDLING CHALLENGES WITH PRECISION
The shipment of such sensitive medical equipment involved more than just safely and securely transporting the freight; the equipment needed to arrive within two days after pickup.
The crane designated to lift the equipment to an upper level of the hospital was only available for a limited time, making timely delivery imperative.
“When it came to offload, it couldn’t be done with a forklift or a pallet jack,” explains Shasko. “It had to be completed with a specific rigging crew and crane that were pre-approved to unload magnets at the hospital, on a specific date and time.”
Despite loading delays caused by a third-party carrier hired by the customer, Shasko’s team, along with a trusted team of owner-operators leased to Landstar, worked diligently to meet the tight delivery deadline.
OVERCOMING OBSTACLES WITH COMMUNICATION
According to Shasko, communication was key throughout this expedited haul, especially knowing transparency was a cornerstone in building trust within the new business relationship.
“We were in constant communication with our customer, helping to ease their stress,” he explains. “Even though we were confident the owner-operators would make it safely in time, we consistently updated our customer on their safety breaks, field stops, and location via Landstar Clarity™ tracking.”
When the MRI arrived at its destination, a step-deck Conestoga trailer with tarps on all sides was used to protect the magnets while being offloaded before the load was lifted via crane.
BUILDING BUSINESS ONE LOAD AT A TIME
This achievement by the Shasko team is more than just another logistical success for the independent Landstar agency; it’s a testament to how excellent service builds lasting business relationships.
While the shipper had been a customer for several decades, the agency’s relationship with this division of the company was established more recently. Previously only called on when other third-party logistics providers could not complete a shipment for the medical tech division, this expedited haul changed that business relationship for the better.
“The division is now discussing more business opportunities with us, and we’re looking to work with other divisions within the company, too,” explains Shasko.
In part, he credits the successful execution of this challenging load to the robust support from the Landstar network. Landstar’s extensive network provided the agency with capacity providers who understood the intricacies of transporting sensitive medical equipment.
This strong network of professionals, backed by Landstar Clarity™—Landstar’s advanced load-tracking technology—supported seamless coordination and precise execution of the task, reinforcing the agency’s reputation for reliability and excellence in the logistics industry and increasing the likelihood of attracting repeat customers.
With more than 1,000 independent agencies in its network, Landstar provides customized solutions and superior support for customers. Visit www.Landstar.com to learn more.
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