1201353 2002 spring amp3.qxd - Atlas Van Lines

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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
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