
They have a lot of experience in the industry.
Our customer service is bad, but we are profitable.
They care about our customers. They care about doing a good job.
Set attainable goals. Give pay increases. Year over year goals are difficult to quantify where the actual work is getting done to help this company grow. You could work extra long hours and nights, and if your goals are unattainable then you don't make any bonus. Company seeing record profits.
Our service is terrible. We don't have enough people to get the job done well. All of the efficiencies have gotten in the way of taking care of the customer. Let your folks take care of the customer instead of always chasing profits and numbers. Focus on service rather than chasing ODFL O/R number.