1201353 2002 spring amp3.qxd - Atlas Van Lines

IntoTheMixWho’s eversampled a seasonlike this?Also Inside:Online ClaimsIntroducing aSleek New FormAwards DefinedGear Up Now for anAward-winning SeasonDriver Survey ResultsAtlas Drivers Weigh In®

Chairman’s DispatchAs we anticipatereaching the end ofour nation’s currenteconomic detour, I believeit’s a good time to think aboutthe important part that Atlas—indeed our industry—plays inthe overall health of the nation.Throughout history, thedevelopment of transportationsystems has been key to thesuccess of nations and civilizations.Conversely, where suchsystems are poor or lacking,countries remain isolated anddevelopment is stifled. In theU.S., we have long recognizedthe economic necessity of infrastructure.We have madeinvesting in transportation apriority. As a result, we are allthe beneficiaries of a vibrantand reliable transportationindustry.Our pledge to “keep Americamoving” answers a vital need.Perhaps now, more than ever,society depends on the timelyand efficient movement of peopleand things. This places onus both a responsibility and aprivilege. We have been givena major role in maintaining thefreedom and prosperity that arehallmarks of the American wayof life.Regardless of when ournation reaches the recovery onramp,there is no shortage ofwork to be done. From improvingquality efforts, to trainingpeople, to upgrading andenhancing communications andoperations systems, there ismuch we can do to make ourselvesready. In this way, I amconfident we will more thanmeasure up to the responsibilitythat is ours.Mike ShafferChairman & CEO

Volume 50 • Spring 2002FeaturesOnline Claims Form 8Electronic claims with a customerfriendlyinterface that’s far ahead ofthe industry standard.Drivers Weigh In 10Some interesting facts about life onthe road that are, “Mostly Scientific& Nearly Indispensable.”Forum On Moving 14The industry’s benchmark eventfor corporate relocation is goingto Las Vegas.Atlas Agent,Are You Ready? 15Prepare for an award-winningsummer… and everybody wins!Cover Story 2Into The MixWho’s ever sampled a season like this?This year’s busy season will be unlike any the industry has everexperienced. Take a look at what the Atlas recipe will include.DepartmentsAgent Profile 12Crofutt & SmithMoving & Storage, Inc.Landing, New JerseyCornerstoneRelocation Group 16AVL International 17Atlas World 18Tracks 23Editor James E. Huth IIjimhuth@atlasvanlines.comAssociate Editor Kristen Burnettkriburn@atlasvanlines.comFor more information on Atlas and moving, visit atlasvanlines.com on the internet.The Atlas Amplifier is published quarterly by Atlas Van Lines, Inc., 1212 St. George Rd., Evansville, IN 47711. All material forpublication must be submitted to the corporate communications department. Atlas is an equal opportunity company. © Copyright 2002,Atlas Van Lines, Inc. MC 79658

Cover StoryIntoTheMix2 Amplifier Spring 2002

Who’s eversampled a seasonlike this?What’s cooking for the relocationindustry in 2002? What shouldAtlas agents and customers expect?Perhaps never before have so manyingredients of change—from macroeconomicto regulatory to technological—beenthrown into the mix.While it may be too soon to tell justwhat will be on our plates this year,at least one thing is certain. No onehas ever sampled aseason quite likethe one thisyear’s is shapingup to be.Where is thenation’s economyheaded?While it may be tempting toanswer the question above witha phrase that ends “in a handbasket,”the jury is still out andshowing no clear sign as towhen it will render a verdict.The closest thing to a consensusmay be that the U.S. economy isnot about to climb out of thedoldrums anytime soon, at leastnot during the first quarter.“There’s no way to knowwhat household goods volumewill be like this season,” says JimStamm, president & COO ofAtlas Van Lines, Inc..“No matter when a recoveryoccurs, corporate relocations maybe slow to respond,” says Jim. “Iexpect COD and product transportationbusiness will be quickerto rebound.”Spring 2002 Amplifier 3

Cover StoryServing uprecovery? When?While forecasts for relocationdemand in 2002 are scarce tononexistent, there is no shortageof macroeconomic predictions.One widely circulated analysis,the “Beige Book,” summarizescomments the Fed receives frombusiness and other contacts outsidethe Federal Reserve System.The report of January 16,2002 (based on information collectedbefore January 9) notes:“Many Districts indicate thattheir contacts believe a recoverywill begin by mid-year or earlier,but the timing and strength areuncertain.”The National Association ofManufacturers (NAM) is a littlemore colorful. In its 2002Economic Outlook issuedDecember 12, 2001, NAM says:“While some components of theeconomy have remained positive(personal consumption and gov-ernment spending), others havedeclined (investment and inventories)and still others are onpace to have their worst performancein more than 40 years(exports). In a phrase, the economicoutlook is a tale of thegood, the bad and the ugly.”Obviously, traditional economicindicators are giving mixed signals.Consequently, forecastersare hedging their bets. The lackof clarity makes planning difficultfor business people everywhere.And relocation professionals arenot exempt.“Perhaps it is wise,” says GregHoover, vice president, salesdevelopment, Atlas Van Lines,“to remember, as Will Rogerssaid, that ‘an economist’s guess isliable to be as good as anyoneelse’s.’ For those of us in therelocation business, temperingwhat we read with our own gutfeelings may provide the bestcompass by which to navigate in2002.”“No matter when a recoveryoccurs, corporate relocationsmay be slow to respond.I expect COD and producttransportation business willbe quicker to rebound.”– Jim Stamm,president & COO,Atlas Van Lines, Inc.Tariff400-NWorking with awhole newpricing recipe.“In one sense, there’s never agood time to introduce a fundamentalchange in the way you dobusiness,” says Jim Stamm. “Butit is pretty well agreed by all thata first-of-the-year release for anew tariff makes the most sense.”Jim explains that, because winteris traditionally the least activetime of year for the relocationbusiness, it affords the bestopportunity for carriers tobecome familiar with the newpricing mechanism.“Most carriers have alreadyadopted it, or they will have it inplace by the first of March,” saysJim. “Generally, those who havenot adopted it yet must resolvecompatibility issues within theirown operating systems.”There is another concoctioncoming out of the regulatorykitchen this year. A new provisiongoverning released rates isexpected to take effect in May.While the proposal represents asimplification, it is one morechange at a time when changesabound.Currently, a customer hasthree choices. Basic coverage isprovided at no charge. It provides60¢ per pound per article4 Amplifier Spring 2002

for damage or loss. A declaredvalue option provides coveragefor the depreciated value of thearticle. Full value protectionguarantees the undepreciatedreplacement cost or repair.“There will be two choicesunder the new provision,” saysGene Wagner, assistant vicepresident, pricing, Atlas VanLines. “Customers can opt forthe basic coverage, which isincluded at no extra charge, orthey may select full value protection.Essentially, the declaredvalue option is being discontinuedfor COD shipments.”As the proposal now stands,customers who want full valueprotection will receive valuationcoverage for at least $4.50 perpound, and the charges will bebased on a sliding scale.“I expect these valuationchanges will be fairly easy toadopt,” says Gene. “Of course,not every account will be affectedimmediately. Contracts stay ineffect until they are renewed,and under the law, contracts maystill include any valuation optionthat is agreed to by the customerand Atlas.”Insurance:Are fixed costsbroken?Beyond the tragic human toll,it’s obvious that the events of9/11 have had a devastatingimpact on the nation’s economyas well. With estimates of totalliabilities from the catastropheranging between $40 and $60 billion,insurers are reassessing theindustry’s entire underwritingarchitecture. As a terrorist-consciousparadigm emerges, thecost of doing business is goingup.“There has never been a timequite like this,” says Tom Lowe,vice president of insurance, AtlasVan Lines. “We had a marketthat was already starting to firmup, then it was thrown into turmoilby the events of 9/11. It’s aunique situation.”Tom says that, before the terroristattacks, cost increases of20%-25% were probably on theway for casualty coverage. Now,expected increases are much bigger.But just how much biggerdepends on whom you ask.“Where it’s going is hard tosay,” says Tom. “The forecastsare all over the map.”Full Value ProtectionCharge (no deduction) Charge ($500 deduction)$10,000 $145 $55$50,000 $425 $208$100,000 $690 $305Full value protection under the proposed released rates will be figured on a sliding scale.Spring 2002 Amplifier 5

Cover StoryBetween the LinesAtlas drivers keeping minds open on Tariff 400-NWhat’s in store for drivers under Tariff 400-N? The Amplifier spoke with afew of Atlas’ more seasoned service professionals to get their thoughts aboutworking with the new rating system.“I have three shipments on right now that are under the new tariff,” saysDennis Ruel, driver for Collins Bros. Moving Corporation, Larchmont, NewYork. Although it’s too soon to evaluate the effects on his paycheck, he seemsnot to be worried. “I haven’t been settled yet, but it doesn’t look bad.”Dennis is assisted in business by his wife, Janet. “I was confused by the waythe linehaul charges were listed on the bill until I talked with the agent,” saysJanet. “For me, it’s important to understand the charges so I can respond if acustomer says, ‘Wait a minute, I think you’ve made a mistake.’”The Ruels carry a laptop with them and are using it to familiarize themselveswith the ins and outs of the new rating system. “It helps to be able to look upwhat can or can’t be charged,” says Janet. “Once we understand the tariff, wecan explain it to customers. When a customer asks for services on the spot orwants to know if there is an additional charge, we want to give them the correctanswer.”“I’m willing to give the new tariff a chance,” says Dennis. “You can’t drawconclusions about something until you see how it works.”“Financially, I don’t think the new tariff will hurt,” says Robert Warren, BeanMoving & Storage, Inc., Hattiesburg, Mississippi. “If it works the way it’s supposedto, we should be all right.”Robert says he still has questions about how extra services will be taken intoconsideration for settlement, and he’s reserving judgment on how his incomewill be affected until he has several jobs under his belt. But he remains optimistic.“It will take me several moves to see how well I’m doing with the new tariff,”says Robert. “But I think that anytime you can improve something and givethe customer better service, it’s good for business.”“Financially, it looks like I will basically be the same in the long run,” saysJohn Dean, driver with Ace (Relocation Systems). John says he has completedone load under the new tariff, and so far he doesn’t see much difference. “Somejobs I’ll lose on, some I’ll gain on,” says John. “But I should come out close tothe same at the end of the year.”John believes that, once he gets accustomed to it, working with 400-N willbe easier than working with 400-M. He says the big question is whether otherswho are used to the old pricing method will be willing to change.Tariff 400-N is available on CD-ROM from Atlas Pricing at ext 2385.See page 21 in this issue – Atlas World – for details.Tom explains that Atlas cankeep its primary layer fairlyimmune to market forces formost programs, including auto,general liability, and worker’scomp.“Essentially, we can providecoverage from our own pool upto the basic limits,” says Tom.But the rub comes when Atlasmust purchase what’s called“excess insurance,” that is, coveragefor losses beyond the primarypolicy limits.“The market since September11 has reflected a considerableamount of knee-jerk reaction,”says Tom. “I am hopeful that, aswe get further away from thatdate, the more likely we are tosee sound underwriting and reasonablerates.”To prepare for almost anyeventuality, Tom and his teamhave developed contingencyplans based on widely differentscenarios. Their intent is toachieve the most favorable costspossible. Above all, they arekeeping in mind their responsibilityto provide sound insurancechoices to their agent customers.“We’ll continue to do everythingwe can,” says Tom, “so wemay offer members of our networkthe insurance options thatdeliver solid value for their businesses.”6 Amplifier Spring 2002

“We are doing everythingwe can and should, not onlyto anticipate the demands ofour agents and customers,but to give them solutionsthat reinforce Atlas’commitment to quality,world-class service.”– Jim Stamm,president and COO,Atlas Van Lines, Inc.RespondingwithAdded ValueJust what the coming yearholds for the relocation businessis anyone’s guess. But in the faceof uncertainty and change, atleast one thing is constant: Atlasis helping its agents worksmarter.For example, Atlas’ sleek newonline claim form went live inDecember, marking a majoradvance in the application ofinformation technology. For all ofthe details on this exciting newonline feature, see the followingstory, “Introducing a Sleek NewForm.”Atlas web-basedestimating: newand improved.With its first release scheduledfor the end of February, the newshipment rating program willoffer the same features as theAMSA program, plus some additionalbenefits for Atlas agents.Not only will users get anaccurate pricing estimate, theycan also access other informationthey have on the Atlas server.For example, an agent may find itconvenient to review their otherestimates on file with Atlas.Refinements are alreadyunderway for the program’ssecond released in April – wellahead of the busy season. Thenext release will allow the userto view more detailed pricinginformation, including incomedistribution.Anticipatingagent demandsin a period ofuncertainty.“Everyone in business todaysees challenges and uncertainty,”says Jim Stamm. “Atlas iscertainly not unique in thatrespect. But I think ourorganization is uniquely preparedto handle whatever the 2002season serves up. We are doingeverything we can and should,not only to anticipate thedemands of our agents andcustomers, but to give themsolutions that reinforceAtlas’ commitment to quality,world-class service.”Spring 2002 Amplifier 7

Atlaswww.atlasvanlines.com – online services – online claim formIntroducing aSleek New FormClaim filing goes online, emphasizes ease and convenience.Call it an idea whose time hascome. On December 17, 2001, theAtlas electronic claim form wentlive, marking another majoradvance in the application ofinformation technology for Atlasagents and their customers.The debut culminates an intensive,coordinated effort by AtlasClaims and IT experts to bringadded convenience and simplicityto the claims process.“We tested heavily from thestart,” says Jan Martin, vice president,claims administration andcustomer relations, Atlas VanLines. “We wanted to make surethis form was easy for everyone,no matter how much or how littlecomputer experience a usermight have.”Test groups included peoplewith no industry knowledge andlittle or no computer experience,as well as technically savvy userslike Tammy Ellerman, corporateclaims manager with Atlas agentNelson Westerberg.“This is a phenomenal program,”says Tammy. “To myknowledge, there is nothing elselike it in the industry.”Shortening thedistance tocustomer satisfaction.Anyone who’s ever beeninvolved with a claim knows thatthe sooner the issue is resolved,the happier everyone concerned.Which is, perhaps, the greatestadvantage of the online form. Itslashes time from the process,thereby shortening the distanceto customer satisfaction.In preelectronic days, the distributionand receipt of claimforms relied on mail and fax.When hard copy was submittedto Atlas, the information thenhad to be entered into a databaseby Atlas claims personnel. Now,the data the customer entersonline goes right into the Atlasmainframe. As a result, thosewho manage the process stand togain a major productivity boost.“Much of our time has beentaken up with entering data,”says Tammy. “This has the potentialto free us up to better focuson what we do best—adjustclaims.”Those involved with sales alsosee benefits in the new process.“I’ve found that addressing theissue of claims up front is advantageouswhen I’m selling tonational accounts,” says MikeMcCarthy, vice president,Golden Van Lines in Longmont,Colorado. “It allows me to takean inherent negative and turn itinto a positive. Now, the onlineclaim process makes the positiveaspects even stronger. Customersare looking for ways to maketheir lives easier. This answerstheir needs.”“This is a phenomenal program.”– Tammy Ellerman,corporate claims manager,Nelson WesterbergHow the claimform works.To access the online form, acustomer goes to “online services”at the Atlas web site andclicks on “claim form.” Log-in8 Amplifier Spring 2002

Many new screens are available to helpAtlas agents and customers.“I.T. Help Desk sheets” arebeing distributed every two weeks throughMay – to introduce just a samplingof the new electronic services.requires a registration numberand states for origin and destination.The form itself is designedso the user must enter all necessaryinformation for a legallyvalid claim. A “remarks” fieldallows claimants to enter as muchexplanatory information as theywould like, which can provideample background information tohelp in processing.Headquarters staff workedclosely with a locally based ITconsulting firm to develop thefront end for data capture. AtlasIT experts engineered the interfacewith the mainframe system.Joab Schultheis, Atlas businessanalyst, coordinated the project.“We designed the system toautomatically notify all partiesinvolved,” says Joab. “Bookingagents, shippers, drivers, all getan e-mail letting them know assoon as possible when a claimhas been filed.”“When we receive notificationof a claim, we want to be asproactive as we can in ourresponse,” says Mike. “This systemcreates a proactive atmospherefor everyone involved. Itenables us to begin investigatingright away. When you recoverquickly, it can make you the customer’shero.”The thing Tammy likes most isthe customer-friendly design.“We don’t have to guide peoplethrough the process, it is selfexplanatory,”says Tammy. “Withthis tool, I think Atlas has againdemonstrated industry leadershipthat truly serves its agents andcustomers.”Online Claim FormFor I.T. help:Click on the tab athttp://atlasnet.atlasvanlines.comOr call the help desk at: Ext. 2900Spring 2002 Amplifier 9

FeatureAtlas DriversWeigh InSurvey Yields ColorfulSnapshot of America’sBest Movers*You could say they are the“strongest link.” The Atlas driverswho connect origins withdestinations are the very heart ofthe Atlas commitment to worldclassservice.Atlas wanted to know moreabout the things that only itsdrivers know and, in the process,gain a better appreciation ofwhat they think and do. So, lastfall, Atlas drivers all acrossNorth America received a copyof the “Mostly Scientific &Nearly Indispensable 2002Survey of Driver Tendencies.”Questions ranged from thepurely objective (How manymiles a year do you drive yourtruck?) to extremely subjective(What is the strangest thingyou’ve ever loaded onto yourtruck?). The results represent theresponses of 330 drivers from 47states and Canada.10 Amplifier Spring 2002*As determined by more than3,000 transportation executivesin Logistics Magazine’s 2001Quest for Quality SurveyHow many weeks per year doyou spend on the road?(327 respondents)41% More than 40 weeks23% 31-40 weeks19% Less than 20 weeks17% 20 to 30 weeksIf you had to choose the mostscenic stretch of U.S. highway,where would it be?(268 respondents -Top three responses)8% I-70 in Colorado7% Hwy 101 in California/I-90 in Montana (tie)4% I-84 in OregonWhich antacid gets rid of heartburnthe quickest?(237 respondents)29% Tums27% Rolaids13% Pepcid AC13% Pepto-Bismol10% Mylanta8% Other (Alka Seltzer,Zantac, Maalox,Alka Mint, Tagamet,Nexium, Prilosec)What is your favorite fast foodrestaurant?(315 respondents)25% Wendy’s19% Kentucky FriedChicken (KFC)11% McDonald’s9% Burger King9% Taco Bell4% Hardee’s7% Other (Subway,Arby’s, Jack in theBox, Popeye’s,Waffle House)16% I don’t eat fast food.(If I did I wouldneed all the antacidslisted above!)

When you’re on the road, whichof the following do you use?(330 respondents - Exceeds 100%due to multiple replies)91% cell phone61% CB radio17% pager17% laptopWhat is your favorite truckstop chain?(330 respondents - Exceeds 100%due to multiple replies)46% Petro30% Flying J21% TA (Truckstops ofAmerica)6% Pilot2% AmBest2% Other (Williams,Texaco)While on the road, how manytimes have you stopped toaid a motorist?(322 respondents)38% Once or twice32% 3 to 10 times19% More than 10 times11% NeverHow do you like your coffee?(274 respondents)44% Leaded(sugar and cream)31% Regular (black)13% High test(sugar only)12% Premium(cream only)Okay, you’re finally off the road.What’s your favorite pastime?(330 respondents - Exceeds 100%due to multiple replies)56% Hang out withfamily/friends17% Go hunting orfishing14% No contest…sleep!12% Have a relaxingdinner8% Go to a movie6% Go to a sportingevent4% Golf17% Other (church,motorcycling,yard/garden work,work around thehouse, computer/internet, camping,work on the farm,woodworking, racing,reading, crosswordpuzzles, makingmusic, relaxing athome, bicycling,horseback riding,karaoke, boating,wrestling, carshows)For more amusingresults log on toatlasvanlines.com.Spring 2002 Amplifier 11

Agent ProfileCROFUTT &SMITH MOVING & STORAGE, INC.Landing, New Jerseywww.crofuttsmith.com5 Generations StrongA Family Moving FamiliesIn 1840, Dutch immigrantCharles Sorhagen establishedSorhagen’s Theatrical Transfer toserve clients such as RinglingBros./Barnum & Bailey Circusand Minsky’s Burlesque. Today,with the name it acquired in1930, Crofutt & Smith Moving& Storage is five generationsstrong and catering to a clientroster that reads like a “Who’sWho” of Fortune 100 companies.“We’re one of the five oldestcompanies in New Jersey,” saysDennis Sorhagen, CEO. “Andthroughout our history, we haveconcentrated on selling service.As a result, we have builtrelationships with some of thefinest corporate clients in thecountry.”Dennis took the reins as CEOin 1967 to assist his mother,Hilda, who had assumedleadership of the company afterthe unexpected death of herhusband, James. That same year,Crofutt & Smith became an agentof Atlas Van Lines.“Atlas offered a means for us tomore efficiently grow ourcorporate sales,” says Dennis.Dennis is joined in managingthe firm by Roger Sorhagen,president since 1977, and theirsister, Barbara, who became anactive partner in 1985. In 1997,Dennis’ son James became thefifth generation of the family tobecome part of the company’sdestiny.The Landing headquarters, onfive acres overlooking State RoadMembers of the third, fourth and fifth generations:From left to right, Hilda Sorhagen, Roger Sorhagen, DennisSorhagen, James Sorhagen and Barbara Sorhagen-Grosslicht.Right:Routine packing in just part of the 50,000 sq. ft. ofclimate-controlled, monitored warehouse storage in theNew Jersey facilities.12 Amplifier Spring 2002

80, encompasses 6,000 sq. ft. ofoffice space and 10,000 sq. ft. ofstorage. Five minutes away, inRandolph, a warehouse facilityprovides 36,000 sq. ft. ofwarehouse with eight loadingdocks and two drive-in doors.Built in 1995, both locations arefully climate-controlled withadvanced systems for securityand fire detection andsuppression.The company is also located infast-growing Raleigh, NorthCarolina. All told, the firmemploys 175 people andmaintains some 130 pieces ofequipment.“Although we are physicallylocated on the east coast, onlyone-third of our domestic tonnageoriginates or is destined for theeast coast,” says Dennis. “The restis shipped to and from all pointsin the country.”The tonnage is sizable, puttingCrofutt & Smith consistentlyamong the top five Atlas agentsin domestic sales. What’s more,the agent has been first ininternational sales volume sixyears running. The company’sbusiness mix is 80% corporate(including internationalforwarding) and 20% COD andoffice relocations.In addition to numerous Atlashonors for sales and volume, theagent has garnered awards forhauling excellence and maintainsa household goods claims ratiothat is among the most enviablein the industry. This year theagent was a semi-finalist in NewJersey’s prestigious FamilyBusiness of the Year program.This recognition is particularlyimportant to the Sorhagensbecause it reflects the traditionalvalues that are at the heart of thecompany and its people.“For one hundred andsixty-two years, through fivegenerations,” says Dennis,“we are, above all, a familymoving families.”Above:Mike DiMarzo, Wayne Sherrer keep track of daily movementfor the large volume of sales traveling throughout the countryand abroad.Above Left:Angelo Falzerano makes sure everything for each shipment isaccounted for and handled with care.Above:Hauling brothers, Joe and Bob, help maintain the standardof quality for Crofutt & Smith that you expect from afamily business.Left:Just some of Crofutt & Smith’s 175 employees gatheredoutside of their Landing facilities.Spring 2002 Amplifier 13

Forum PreviewGeneral H. NormanSchwarzkopf, U.S.Army, Retired, will bethe keynote speaker atthe Atlas Forum onMoving Luncheon onThursday, April 25.Forum On MovingIs MovingAfter years ofenjoying the hospitalityin theWindy City, theAtlas Annual Forumon Moving is headed westthis year to Las Vegas, Nevada andthe Rio All-Suite Hotel and Casino.“Our customers have been askingfor a change of location for thisannual event, and we have providedit,” says Mike Shaffer, Atlas chairman& CEO.“Along with the exciting newvenue, this year’s Forum will featureone of the most extraordinaryspeakers ever, General H. NormanSchwarzkopf,” says Mike. “Wehave also made changes to the formatto better accommodate the travelneeds of our guests and allowthem the opportunity to experiencethe wonder of Las Vegas.”AgendaThe Early Bird Workshop onThursday morning, April 25, willfeature the new 400-N Tariff withpresentations on the merits ofusing either the 400-N or theprevious 400-M.The opening luncheon features aspeaker of great renown, H. NormanSchwarzkopf, General, U.S. Army,Retired. Highly decorated as militaryleader and civilian, GeneralSchwarzkopf brings a stirring perspectivethat is sure to touch thehearts and minds of his audience.After lunch, attendees maychoose two of the following threeworkshops for an afternoon packedwith useful information.• U.S. Economic Outlook. What ison the horizon for the U.S. economy?One of the nation’s premierforecasters takes a hard look atthe current situation and offersconsidered insight into the future.• Economic Stress on RelocationPolicies. The year 2001 broughtrecession, corporate downsizing,and a labor surplus. This workshopexamines how economicstress is affecting the revision ofrelocation policies.• Internationally Speaking. It’s anentirely different world from justa year ago. This thought-provokingdiscussion will cover what’sahead for international relocationand international relocation policy.An early evening reception willfeature hearty hors d’oeuvres andcocktails, concluding in plenty oftime for your evening’s entertainmentand dining.Friday activities begin with aserved breakfast at 8:00 a.m. andcontinue with the general sessionfeaturing keynote speaker ColonelEdward L. Hubbard, USAF,Retired. This session concludes at10:00 a.m., allowing plenty of timefor guests to catch their flightshome. A repeat of the Early BirdWorkshop will be offered for thosewho could not attend earlier. Allevents will conclude by 11:15 a.m.“The Atlas Annual Forum onMoving is one of the industry’smost eagerly anticipatedgatherings,” says Mike. “Thisyear’s event promises to beespecially stimulating. I urge Atlasagents to make their plans now andinvite their customers.”14 Amplifier Spring 2002

Atlas Agent, Are You Ready?Gear Up Now for an Award-Winning SeasonThe summer season is getting closer every day. As you get ready to keep America moving, now is a goodtime to reacquaint yourself with Atlas quality awards. Look over the criteria and take steps to ensure yourcustomers get the award-winning service they deserve. This may be the most important preparation you canmake for the 2002 season.Hauling Excellence AwardTo earn this award, an agentmust meet the following criteria:• A minimum of $750,000 inhousehold goods hauling revenuefor the convention yearperiod of July 1, 2001 throughJune 30, 2002• A minimum 4.5 rating averagefor question 7, “Overall ratingof the driver,” from the Atlascustomer service questionaire,and at least a 90% positiveresponse for question 8,“Would you use our serviceagain?”• In addition to an outstandingcustomer service record, satisfactoryclaims and safetydepartment historiesare required.World-Class Commitment AwardTo earn this award, an agentmust pass all 12 of the worldclasscommitment criteria.These are measured as follows:Ratings• Customer satisfaction• Warehouse inspection• Agency satisfaction (numberof shipments vs. number ofcomplaints)Percentages• Weight estimating accuracy• Uniform compliance• Equipment qualification(required documents on file)• Equipment Atlas specs (paintedto Atlas specifications)Ratios• Hauling claims• Documentation (measurestimely remittance)• Packing claims (claim liabilitydivided by packing revenue)• Warehouse claimsPoints Average• Safety (violations per driver)Milton M. Hill Quality AwardThe highest quality award presentedby Atlas Van Lines is theMilton M. Hill Quality Award,reserved for those select few thatgenuinely rank as the best of thebest. A recipient of this awardmust achieve all of the followingduring the award period (July 1through June 30):• Atlas World-ClassCommitment (meet or exceedall 12 quality criteria)• Warehouse rating of “5”on the AgencyPerformance Evaluation• Hauling Excellence AwardSpring 2002 Amplifier 15

In the Shadow of 9/11Human Touch More Important Than EverThe events of 9/11 and thecurrent recession are affectingalmost every facet of thenation’s economic performance.Janelle Piatkowski, president &CEO, Cornerstone RelocationGroup, talks about respondingto an unprecedented shift inthe industry.Amplifier: What is yourassessment of how the relocationservices industry has beenaffected in the wake of 9/11?Janelle: You’ll remember that,right after the attacks, peopletended to “nest,” staying close tofamily and friends. Similarly, ourclients have shown a tendency tofavor a more personal approach.A case in point: there is growingdissatisfaction among customerswith the call center method ofresponding to concerns. It’s tooimpersonal. As one new client putit, “I’m tired of hearing employeessay they have to speak to adifferent counselor every timethey call.” People want a singlepoint of contact, someone theyknow will always be there withanswers and personal attention totheir needs.restrict or do not offer family andcareer assistance are seeking morehelp in these areas.Amplifier: Beyond customerneeds, what is your sense of howthe recession is affecting yourindustry?Janelle: Obviously, relocation isnot recession-proof. Tighterbudgets, layoffs, and an uncertainbusiness climate are forcing ourclients to work with fewerfinancial and human resources. Sowe have to make sure we tailorour services more closely to theirneeds and, in many cases, find acreative solution.Amplifier: What sort of creativesolutions?Janelle: We consider it ourresponsibility to anticipate theneeds of our clients. Sometimes,solving a problem is a matter ofhow flexible and innovative youcan be. For example, we were ableto offer more choices with tieredlevels of rental assistance. Inanother instance, we availed ourexpertise to help a client fill acritical staff position.example, pay-per-use pricing letsus better match our services tocompanies that experience adecline in volume. We are notstuck in a “one-size-fits-all”approach.Amplifier: Looking forward,what is going to be different in2002?Janelle: Ask ten people thatquestion and you’ll get tendifferent answers. Personally, Ithink a return to the fundamentalsof personal service will beparamount. Recently, we revisedour marketing materials to makethem simpler, warmer, and moreuser-friendly. Likewise, we intendto emphasize capabilities thatbring reassurance to our clientsand transferees. For example,TrackStar SM is our web-basedresource that gives them up-tothe-minuteinformation on anyand all relocations they have withus. And it can be integrated withthe carrier’s system, such as theAtlas ASIST. Call it reassurance,personal service, or the “humantouch”... I think these are thethings that will make a differencein the year ahead.Amplifier: So, the humanelement in service has taken onnew importance?Janelle: Absolutely. Interest inso-called soft issues has grown byan order of magnitude. Iftransferees were once a littlereluctant to bring up requests forfamily assistance, now they do nothesitate. They want to be surethey are doing the right thing fortheir loved ones. As aconsequence, companies thatAmplifier: It sounds like you’redescribing “added value.”Janelle: Anyone who is notlooking for value-addedopportunities is going to lose out.For us, finding such opportunitiestranslates to staying focused onthe client partnership. Fortunately,we are large enough to provideextensive services under one roof.But, we are also nimble enough torespond intelligently to clientswho are scaling back. As anJanelle Piatkowski,president and CEO,Cornerstone Relocation Group.Atlas agents can callCornerstone toll-free at1-800-443-7356.16 Amplifier Spring 2002

Atlas Van Lines International Corp.Pete Helgeson,vice president and general managerPam Jackson,marketing directorLaurie Higginbotham,military managerInternational Relocationin Trying TimesIf the domestic relocation industry remains sluggish in 2002,aspiring agents may have to broaden their scope in thesearch for new business. According to Atlas pros inside theinternational arena, there is a real opportunity for Atlasagents who are willing to look beyond their native shores.Amplifier: In the wake of September 11, how has thebusiness of international relocation changed?Pete: As you would expect, shipments coming into theU.S. are under new scrutiny due to increased concernsabout security. For example, customs has established highlyvigilant contraband enforcement teams to conduct frequentand thorough searches. This often creates the needto repack contents after inspection, which adds a costthat must be passed on. And it is not unusual for delaysin clearance to affect the timeliness of delivery.Amplifier: Is there anything an agent can do to minimizethe chance of damage or delays?Pete: Agents should pack in such a way that items areeasy to inspect. Also, when all documentation is completedand submitted well in advance, the shipment can forwardwithout unnecessary delay.Pam: We’re also taking steps to help our agents and theircustomers stay better informed about the progress of theirshipments. We have added a tracking program to our website (www.atlasintl.com). A user can key in the registrationor GBL number and get a real-time report on the statusof their shipment. For example, a customer can findout if a shipment is sailing, where it is, and the estimatedarrival date. This kind of information gives the agent andcustomer better control over coordination and, we think,makes the process smoother for them. An agent-user versionthat provides greater shipment detail is in the worksand will be announced as soon as it becomes available.Amplifier: Speaking of government shipments, howhas that sector been affected in the last six months?Laurie: Soon after September 11, the Air Force beganOperation Stop-Loss, which dramatically slowed the relocationof personnel from the European theater. However,the volume of outbound shipments to overseas destinationshas been surprisingly steady. Overall, governmentrelocation seems less affected by the recession, and it ishelped by an administration that favors strong defense.Amplifier: Do you think government business willremain strong?Laurie: From all appearances, yes. 2002 continues a positivetrend. Of course, we are facing uncertainties, as iseveryone else. So we are doing what we can to reinforceour existing relationships and open the doors to newones. For example, as Pam mentioned, we now offeronline tracking. And we have established toll-free phonelines that allow our overseas shippers to reach us withoutincurring costs for international calling, which can add up.Amplifier: The issue of costs is on everyone’sminds. How are international relocation costs beingimpacted?Pete: As I touched on earlier, more intensive customsexams and clearance delays are pushing costs up in thoseareas. And, commercial airlines will no longer acceptcargo on passenger flights from “unknown shippers.” Thishas created a new cost factor and logistical challenges.But on a more positive note, commercial claims decreasedlast year. That’s because Atlas agents are packing better. Ifclaims do not increase, we can expect a reduction in ratesnext year.Amplifier: So, what would you say to the Atlas agentwho wants to find an opportunity in the internationalarena?Pete: I would encourage the salesperson to go after theCOD business. And if they have a question about aninternational issue, pick up the phone and ask us. That’swhat we’re here for.Spring 2002 Amplifier 17

Atlas World9/11:Atlas Driver Answers Unusual RequestSeptember 11, 2001, started outmuch like any other day forRaymond Way, driver forNelson Westerberg in Atlantaand a thirty-year veteran hauler.Raymond and his crew were inthe process of loading householdgoods for transport from Bowie,Maryland to Chicago, Illinoiswhen the customer, ScottPerdew, alerted him to the horribleevents unfolding on live television.“Within minutes, the Pentagonwas under attack,” recallsRaymond. “We were about ninemiles away and could see thesmoke.”With air traffic grounded,Scott’s flight to Chicago was cancelled.Buses and trains wereswamped. So he turned to hisAtlas driver with a very unusualrequest.“The next morning, Scottcalled me and asked if he couldride with me on the truck toChicago,” says Raymond. “So Icalled Mitch Borske (NelsonWesterberg Vice President andGeneral Manager) and asked if itwould be okay. He called Atlasand, as I understand it, got permissionsince there was a nationalemergency.”Atlas faxed the necessaryforms, Raymond collected thesignatures, and he and Scott wereset to go.“I picked Scott up at his hotel,and tried to make him feel ascomfortable as possible,” saysRaymond.The passenger was delivered,as Raymond puts it, “safe andsound” to his waiting wife. Scottwas so appreciative, that hewrote a letter of commendation,excerpted here.“. . . I spent two days ridingwith Mr. Raymond. He madesure I was comfortable at alltimes and even paid for mylunch. Mr. Raymond’s outstandingcustomer skills and just beinga nice guy is greatly appreciatedby me and my family. Mr.Raymond and Atlas Van Lineswill always be one of those memoriesyou don’t forget. I hopethat Atlas Van Lines willdo something nice forMr. Raymond, as hedid for me. Thanksfor everything,Raymond.”18 Amplifier Spring 2002

Moved? Don’t Miss Your Tax Refund!Here’s an important reminder for anyone who hasrelocated during the past year: Notify the IRS aboutyour change of address.Each year the post office is unable to deliver tensof thousands of tax refund checks because peopledon’t inform the IRS that they’ve moved.Post offices will typically forward mail for oneyear after the move, but not all post offices forwardgovernment checks. Even though the postal serviceand the IRS now share address information, there’sstill a chance a refund check won’t catch up with itsowner for a good while.There are several ways to notify the IRS of anaddress change:• by change of address form (Form 8822), availableat www.IRS.gov• by writing the new address on the tax returnform• by mailing the change of address information tothe service center where the last return was filed(service center addresses are listed in thetax form instructions).People who have moved in the past several yearsshould verify they have received any refunds owedto them. Taxpayers should also check with theirstate’s Department of Revenue if there’s a chancethat a state income tax refund never arrived at theirnew address.The government holds refunds indefinitely forowners who can’t be located. To check on unclaimedrefunds, taxpayers should call the IRS informationline at 1-800-tax-1040. The same number handlesrequests for information on deducting movingexpenses. Or go to www.atlasvanlines.com and clickon “How-To Guides” to request the Atlas brochure,“How to Deduct Moving From Your Taxes.”2002 Driver MeetingsIn support of Atlas’ World-Class Commitment quality program, four Driver Meetings are scheduled for Marchand April. First organized in 1993, these annual gatherings have become increasingly popular events. They givedrivers the opportunity to discuss topics of interest and importance with Atlas’ senior managers.• Saturday, March 9. Atlantic Relocation Systems, 5210 Tacoma Drive, Houston, TX (713-856-2300)• Saturday, March 23. Atlantic Relocation Systems, 2323 W. LaPalma, Anaheim, CA (714-687-1000)• Saturday, April 6. Reads Moving Systems, 2600 Turnpike Drive, Hatboro, PA (215-443-2770)• Saturday, April 20. Atlas Van Lines Corporate Headquarters, 1212 St. George Road,Evansville, IN (800-638-9797)Presenting from Atlas are John Taylor, vice president, household goods traffic; Gene Wagner, assistant vicepresident, pricing; and Roger Strickland, safety director. Wayne Wilderman, director of claims, will be present atHouston and Evansville; Alan Jobe, director, special assignments for claims, will attend in Anaheim and Hatboro.Each event will begin with a continental breakfast at 7:30 a.m. Meetings will start promptly at 8:30 andadjourn at about 2:30 p.m. Lunch will be provided. As always, all qualified Atlas drivers, co-drivers,riders/helpers, and area operations managers are welcome to attend.Spring 2002 Amplifier 19

Atlas WorldAtlas Symposium Slated March 19-21Make plans now to attend the Atlas Van Lines National Symposium, March 19-21, 2002. In the absence ofregional meetings this year, the Symposium will cater to the interests of sales and operations people in bothSTG and RSG divisions. The event also includes the RSG national sales meeting.The Symposium opens Tuesday evening, March 19 with a cocktail reception and hors d’oeuvres. The kickoffsession on Wednesday morning will feature keynote speaker Mike Frank on the topic “Managing Changein the New Millennium.” The RSG afternoon sales session will bring together a top producer’s panel, includingAtlas’ only individual $10 million booker ever, Denise Della Dora. These top salespeople will share theirtechniques for success. The day’s events will conclude with the recognition reception and banquet with entertainment.Thursday morning’s session will be headlined by Bob Clark of Atlas Canada.Register today.The cost is only $230 per person, which includes registration for the Symposium, the reception Tuesday, allmeals on Wednesday, banquet entertainment, breakfast and lunch Thursday, and two nights’ accommodations.In addition, vendors from leading transportation industry companies will be on hand with timely informationon new products and services.For more information or to secure your reservations, contact Debbie Wilkerson at ext. 2605.Atlas “Super Drivers” NominatedThree of Atlas’ top drivers have been nominatedfor the annual American Moving & StorageAssociation (AMSA) Super Driver Awards.The Super Van Operator Lifetime AchievementAward nomination went to Marshall Watson, whojoined Atlas in 1969 and drives for Alexander’s inMinneapolis, Minnesota. Jim Belmarsh, an Atlasdriver since 1986, was nominated for the Super VanOperator Award. Jim drives for Paxton in Sandston,Virginia. Atlas chose Joe and Shirley Basalyga, driversfor Atlas’ Specialized Transportation Group, asthe Super Operator Special Commodities nominees.Winners of the 2002 AMSA Super DriverAwards will be announced at the AMSAManagement Conference & Trade Show, March 14-18, at the Gaylord Palms Hotel in Orlando, Florida.20 Amplifier Spring 2002

Headquarters Annex Receives a FaceliftRetirementsBy the end of June, all remodelingof the 72,000 sq. ft. headquartersannex will be completeand ready for the final phase ofoccupancy. With a new fire andweather alarm system withvoice messaging, and three additionalair conditioning units, the233 workstations and 40 officeswill be safer and cooler. And,thanks to a new and tallerfacade, the annex now complementsthe next door headquarters– inside and out.400-N CDs Now Available to Atlas DriversTariff 400-M has been cancelled and replaced by Tariff 400-N, whichis available only on CD. Drivers may purchase the CD directly fromAtlas by credit card (Visa, Mastercard, Discover, American Express,and Diner’s Club) or bill the purchase through their Atlas agent(with agent approval).CDs include one installation and one backup, with free future updatesavailable from the 400-N website on AtlasNet. To purchase or get additionalinformation, contact Su Leach (suleach@atlasvanlines.com) or tel800-638-9797, ext. 2385). You will be asked for your email address soAtlas can notify you of future updates.Martin Takes Home HonorsThe ATHENA Award Committee of the Metropolitan EvansvilleChamber of Commerce has chosen Jan Martin, vice president, AtlasClaims Administration and Customer Service, as a 2001 ATHENAHonoree. The recognition was awarded based on Jan’s professionalexcellence, her devotion of time and energy to her community, and herdedication to helping women attain their fullest potential.After 20 years with AtlasVan Lines, Steve Mumma, seniorvice president of marketingand agency services, retiredfrom the relocation industrythis past December. Stevestarted as the vice president ofmarketing and sales, earninghis way to a senior post in1988, and then his final title in1999. Prior to joining Atlas,Steve had been the manager ofadvertising and markets forITT Publishing.Glenn Isiminger, vice presidentof risk management, hasretired after sixteen yearswith Atlas. Glenn joinedAtlas as a director of insurance,and was named to thesenior post in 1997. Beforejoining Atlas, he worked as asurplus lines wholesaler in theinsurance industry.Spring 2002 Amplifier 21

Atlas WorldPromotionsGreg L. Hoover has been promoted to thenewly created position of vice president, salesdevelopment for the AtlasRelocation Services Group. He isresponsible for sales, marketing,corporate communications, publicrelations, pricing and contracts.Greg joined Atlas in 1999 asvice president, sales, RelocationServices Group. Prior to that,Greg had twelve years of experiencein the van line industry,most recently as president andCOO of A.B.C. Moving & Storage, an Atlasagent based in St. Louis, Missouri.A native of Mentone, Indiana, Greg earned abachelor’s degree from Huntington College inHuntington, Indiana. He has been active in theAmerican Moving & Storage Association(AMSA) and Employee Relocation Council(ERC) and the St. Louis Traffic Club.Thomas R. Lowe has been promoted to theposition of vice president, Risk Management.Tom joined Atlas in 1995 as director of RiskManagement and was promotedto the position of assistant vicepresident in 1997. He has 19 yearsof experience in the risk managementfield.In his new position, Tom overseesthe insurance programs associatedwith the company’s vanfleet nationwide. Tom is a nativeof Oakland, California and heholds a bachelor’s degree inmathematics from Washington University, St.Louis, Missouri.Monica Weiss has beennamed vice president,Revenue Accounting, andwill succeed Carol Garrettwhen Carol retires inMarch 2002. Monica joinedAtlas in 1989 as director ofFinancial Planning andReporting. She served onthe Agency System Design Team from 1995 to1999 and was promoted to director of InternalAudit and Corporate Taxation in 2000.Monica graduated Summa Cum Laude with aBS degree in accounting from Indiana StateUniversity, where she also earned an MBA.She is a CPA.Rick Olson has been named Chief FinancialOfficer (CFO). He willreplace Howard Parker,who will retire in lateMarch.In his new position, Rickwill oversee all financialaspects of Atlas WorldGroup and its subsidiaries.Rick joined Atlas Van Linesin 1984 as director ofinternal audit and taxation;he was promoted totreasurer in 1987, and he became vice president,finance and treasurer, in 1997.A native of Louisville, Kentucky, Rickreceived his bachelor of science degree inaccounting from the University of Kentucky,Lexington. He is a CPA and a member of boththe Indiana Society of CPAs and the AmericanInstitute of CPAs.22 Amplifier Spring 2002

TracksAtlasWorld-Class Service is AppreciatedRE: Mark KohlweyAnderson Moving & Storage (261)LaCrosse, WisconsinThis was our first move using aprofessional moving company. I wasnervous and worried that my thingswould be damaged or broken. However, Iwas very pleased with care that wasgiven by the movers.I can’t say enough about the hard workthese guys did. They took time out toassist my husband with the small thingswe wereunaware of.During themove, the teamtook extra timeto explainthings to meand advise meof a lot. Theseguys were“They took timeout to assist myhusband with thesmall things wewere unaware of.”courteous, professional, friendly, andworked extremely hard.We have many friends who deal withrelocations and several had horror storiesabout their moving experiences. I willdefinitely recommend your company toany of our friends who move in thefuture.I now have a new outlook on usingprofessional movers because of thepleasant experience we had. I now tellpeople that using a moving company isthe only way to go! Again, thank you forhiring the kind of people who make yourcompany great!Sincerely,Gene and Eva GrapperhausRE: Pam CusackImlach Movers of Ft. Wayne LLC (1131)Ft. Wayne, IndianaandCecile AnnetteSalmon’s Transfer Ltd. (8888)Vancouver, British ColumbiaThis is to say thank you for thecourteous and efficient handling of ourshipment by Ms. Pam Cusack, your localpickupcrew, andthe driver.We wereregularlyinformedby youroffice and“…friendly, courteous,helpful, punctual, andmost personable.”the driver of the status of our shipment.As a result, we had no worries. Theshipment was delivered and everythingwas received in perfect condition.We want to especially commend thedriver, Cecile Annette, who was a mostcourteous and accommodating gentleman,as was his helper. Throughout the wholeprocess, Cecile and his helper werefriendly, courteous, helpful, punctual, andmost personable.Please insure that the appropriatepeople are advised of our pleasure withyour handling of our shipment, and thatMs. Cusack and Mr. Annette receive aspecial thank you from us.Sincerely,Douglas and Marcia LaryRE: Richie CollinsRead’s Moving Systems of MelbourneFlorida, Inc. (1722)W. Melbourne, FloridaI am writing to compliment one ofyour drivers, Richie Collins, whorecently took care of my daughter andson-in-law’s move from Maryland toNew York. My wife and I oversaw the“front end” of the move and were veryimpressed with Mr. Collin’sprofessionalism, trustworthiness andattention to detail.We have movedmany times ourselves,both privately and aspart of corporaterelocations, and arevery familiar with theproblems that canarise in these situations. From themoment we met him, Mr. Collins put ourminds at ease that our daughter’s movewould be well handled.Mr. Collins set high standards for hiscrew in terms of packing and loading anddid an excellent job of assessing the workat hand, managing the crew, andarranging for extra packing time whenthe need became apparent. He and hiscrew treated our daughter’s belongingswith care and respect. Despite the factthat the job was bigger than he hadexpected, he did whatever was necessaryto make sure the delivery would happenon the originally scheduled day. This wasessential, as it was the only day mydaughter and her husband could be surethere would be someone at the newhouse to take delivery. My daughter hasinformed me that everything camethrough the move in good shape. Shewas equally impressed with Mr. Collin’swork.In these times when people are soquick to complain when they judgeservice to be unsatisfactory, it isimportant that we compliment servicepersonnel on a job well done. Both Mr.Collins and his crew provided excellentservice and I compliment you onselecting such a reliable and responsiblestaff. Based on this experience, I wouldnot hesitate to contact Atlas and requestMr. Collins should I have the need formoving services in the future.Sincerely,John E. Leffler“He and his crewtreated our daughter’sbelongings with careand respect.”Spring 2002 Amplifier 23

RE: Mike McCallAce World-Wide Moving & StorageCo. (39)Fallsington, PennsylvaniaMy family and I moved from Indianato Pennsylvania with the help of yourcompany. With this letter, I wish toexpress my gratitude for a job extremelywell done and to commend Mike and hisoutstanding crew.Mike and his crew were extremelyprofessional, friendly, and tookextraordinarily good care of ourbelongings. When they left, we had afeeling ofconfidencewith ourpossessions intheir hands.Upon arrival,we were verypleased to seethateverythingarrived intact.“…extremely professional,friendly andtook extraordinarilygood care of ourbelongings.”If I ever need to relocate again, I wouldabsolutely use your service and willhighly recommend you to anyone whoasks. I would be more than happy toprovide a personal reference shouldanybody be looking for one. Thank youagain for a job well done.Sincerely,Scott O. Trerotola, M.D.Chief, Vascular and InterventionalRadiologyProfessor of Radiology and SurgeryUniversity of Pennsylvania MedicalCenterRE: Garth MorganAtlantic Relocation Systems (1651)Denver, ColoradoAtlantic Relocation Systemsmoved our belongings from Indianato Arizona and the name of ourdriver was Garth Morgan.From the time Mr. Morganpulled up in front of our homein a clean, sharp lookingmoving van,introducedhimself to us, and packed and loaded ourfurniture, he exemplified the meaning of aprofessional driver.The manner in which he unloaded,unpacked and placed our furniture in ournew home in Arizona reconfirmed to ushe is a class act. It was our good fortuneto get Garth Morgan as the man whomoved us. I submit to the presidents ofAtlanticRelocationSystems “…he exemplified theand AtlasVan Lines it meaning of a professionaldriver.”is yourgoodfortune tohave him represent your companies.Sincerely,Delbert E. WillseyRE: Dan and Kathy MobleyCounty Vanlines, Inc. (1689)Yonkers, New YorkI am writing to you because I wantyou to know how pleased I was withDan and Kathy Mobley. They were thedriver team that moved my family fromNew Jersey to Nebraska.This was an emotional move for myfamily since we had been in New Jerseyfor 30 years. Dan and Kathy helped tomake it a success. Dan was extremelyprofessional, organized and trustworthy. Ifelt that hetook care asthough itwas hisown movehe wasconducting.He seemedto take“I felt that he tookcare as though it washis own move he wasconducting.”great pride in make everyone understandwhat to do and what he expected ofthem.Since the house that we were movinginto was over 9,000 square feet, it couldhave been anightmare. Instead, Dan organizedeveryone involved so that we functionedas an efficient machine. He and Kathyalso stayed to help us unpack.Dan and Kathy made the movepleasant instead of difficult. Please thankthem for me for making our transitionNebraska begin on a good note.Sincerely,Amy H. MogliaRE: Mike PredmoreLincoln Moving & Storage of Rochester,Inc. (1310)Victor, New YorkYour company moved our householdgoods from New York to South Carolinaand we wanted to take a few minutes toexpress our satisfaction with the moveand, more specifically, the entire process.Mike Predmore was the individualwho originally met with us and saw usthrough the entire process. He did anexceptional and professional job. Wewere looking at several other movingcompanies, and it was primarily becauseof Mike that wechose Lincoln.His manner wasextremelypositive,informative,straight-forward,and gave one afeeling ofconfidence inyour company.He went beyond customer service to truecustomer care. We hope you considerMike to be an asset to your company,and we’re thankful he was the one whoresponded to our call for an estimate.The individuals who actually moved uswere very competent, careful andconsiderate. We felt they demonstratedthat they understood the importance ofour possessions. Everything was welltaken care of and arrived in excellentshape.We can say that after the moveprocess was fully completed, we werevery happy with our decision to useLincoln. Thank you again.Regards,Edie and Carl DiGiulio“We felt theydemonstrated thatthey understoodthe importance ofour possessions.”24 Amplifier Spring 2002

A Requesting information onelder care in Milwaukee?B Researching Catholic schoolsin the Chicago diocese?C Managing a move from startto finish, from Sarasotato Seattle?D Telling her husband where topick up dinner?The answer?All of the above – at one timeor another. Because relocation,Atlas style, is more than just movinggoods from point A to point B.We’re transporting peoples’ lives.And it’s our job to make everyexperience a success.That means we sometimes gethome a little late… even if we haveto eat carryout. But when it comesto your relocations needs, we canalways prepare practically anythingyou’d like.Get more than just a mover.Visit us today at atlasvanlines.com.MC-796581212 St. George Road, Evansville, Indiana 47711-2364 • 800-847-6683

Atlas CalendarMay April March4th –8th13th14th–18th19th–21stExhibitor Show – Las Vegas, NV9th Operations & Drivers’ Meeting – Houston, TX Atlantic (1021)AWG Executive Committee MeetingAMSA Convention – Orlando, FLNational Symposium – Evansville, IN23rd Operations & Drivers’ Meeting – Anaheim, CA Atlantic (1148)26th29th18th–20th20th24th25th–26th26th–27th12th–16th15th–17th20th27thAtlas (Canada) Shareholders/Board MeetingGood Friday – Atlas (Canada) Closed6th Operations & Drivers’ Meeting – Hatboro, PA Read’s (1711)NAFSM/GlobalShop – The Store Fixture Show – Chicago, ILOperations and Drivers’ Meeting – Evansville, IN Atlas HeadquartersAWG Board MeetingAtlas Forum on Moving – Las Vegas, NV Rio All-Suite Hotel & CasinoC.P.P.C. Workshop – Chicago, ILAAM Museum Show – Dallas, TXEmployee Relocation Council (ERC) National Relocation Conference – Orlando, FLVictoria Day – Atlas (Canada) ClosedMemorial Day – Atlas Headquarters Closedwww.atlasvanlines.comP.O. Box 509Evansville, IN 47703