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548387_Hayward.indd 18/24/11 7:10:09 PMthe customer, will he be willing to pay apremium for guarantees?But even if the customer doesn’tneed the velocity, we certainly need itfor asset turns and controlling costs. It’sabout really knowing your customer andmaking a commitment to them of whatyou will do, and then doing it so they candepend on it.InterchangeWill you be aiming for acertain percent of on timeservice delivery?HunterFrom time to time we have offered customers guaranteedservice. Now, to get “guaranteed service”, one might have topay a little premium for it. Some want the guaranteed serviceand the lowest price, but that sometimes doesn’t work well.Given the needs of that customer, or that market, or that sector,we’ve always said in the past that we will hold ourselves to90 percent. We tell customers that we can’t be at 100 percent,because there are outside factors beyond our control. I thinkthe market place recognizes and understands that, and I thinkthat if we reach those kinds of levels and do it on a consistentbasis, we will gain our fair share of the market.InterchangeSo it is fair to say a key part of your plangoing forward is that you intend to improveyour service offering?Cando is More Than a Name.It’s Our Mission.Operations Across Canada.Meeting All Your Rail Service Needs.Industrial SwitchingRail Construction & MaintenanceTransload ServicesRailcar Repair & StorageRail Reclamation & Material SalesShort Line Railway Operations1.866.989.5310 | info@candoltd.com | candoltd.comHunterWe’ve already seen some of our numbers pick up, prettysignificantly. For example, if you look at train speed and thetrue velocity including everything from “the time the trainstarts to the time it gets to destination and stops, holding it atthe terminal for three or four hours, crew changes and all thework and rest”, we have improved that metric in the range of8-10 percent. We’ve seen the dwell times go down in terminalsin spite of the fact that we’re moving trains with much smallerstaffs and we have closed the humps; all those things are“headed in the right direction.”InterchangeIf there is one message that you’d like toconvey, what would that be?HunterI would say this. This company is going to go through a lotof change, and I think change is good. Some of us don’t dealwith it very well, but it’s change for all the right reasons. It’sintended to strengthen our franchise, to put it in a position tooffer better service to our customers, to give better returnsto our shareholders, and at the same time to provide a safeenvironment and workplace for employees moving forward. ■613899_Cando.indd 18 Interchange 1| Winter / Hiver 201203/11/12 1:49 PM