“A company without leadership is like a truck without a driver. It isn’t going to get anywhere.” For me, leadership is about direction. That doesn’t mean directing them; it means showing direction. It’s about showing the way. I know that the staff at ITS rely on me to provide that direction, but I can’t be sitting on their shoulders guiding them every step of the way. My commitment to the people who work here is to empower them. That empowerment means that they’ve got to be leaders in their own areas too. Whether it’s our customer service people who answer the phones, or our admin staff, our maintenance crews, or our drivers; each one of us here are at the coalface. Each one of us have to make our own choices that result in the best possible outcomes all our clients.
We really do want our clients to have the best possible experience with us. It’s not enough that people know that their items and possessions got to where they were going quickly and in one piece. That’s essential, of course, but it’s not enough. We want people to come out of our experience with us – from the first phone call to the last handshake – thinking, “What a great bunch of people. I’d definitely do business with them again. I’ll definitely recommend them to anyone.”