Issue 3 - 2010 - Pack & Send

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PACK & SEND BENDIGO, PACK & SEND SEVEN HILLS, PACK & SEND READING, PACK & SEND BUNBURY - To Lincoln and Lauren, ‘Thank you’ for all your kindness. It was so wonderful to receive my cake in such perfect condition. Thank you both so much for all the care and trouble you took. Enjoy this sample piece with a “cuppa”. Kind Regards, Gay Duncan PACK & SEND - BENDIGO AMAZING Lincoln and Lauren Adcock from PACK & SEND Bendigo recently received a slice from ‘the fruits of their labour’ in celebration for a job well done! Beginning as a relatively straight forward task that was to see a 60th birthday cake delivered by a friend from its place of baking in Bendigo to its destination in Adelaide, the cake almost didn’t make it when its deliverer suddenly found that due to a sickness in the family she was unable to go. Shortly afterwards at the PACK & SEND Bendigo store, Lauren was to fi nd the most beautiful and equally fragile birthday cake ready and waiting to be packed for freight transport over a rigorous haul of over 600km. With packing techniques running at optimum, the consignment was soon ready to go. A few days later a package arrived for the Adcocks holding the following note and a small surprise. And, according to Lauren (pictured), the slice was as tasty as the cake had been beautiful. PACK & SEND - SEVEN HILLS Congratulations to Sean O’Keeffe (pictured below) of PACK & SEND Seven Hills for a job well done! 20 | Connect To whom it may concern, I am writing with my thanks and compliments for your service. I do not remember the name of the gentleman who took care of my order, sorry, but you should be able to track it through the invoice number. I turned up at your store on Friday, April 9th, with multiple items to be sent to the USA. The man who helped me was very knowledgeable, effi cient, and and and and fr frien fr fr friendly ien ie ie dly dly dly d to to too. too. o. o. o. He He HHe e scuba dives if that helps you identify him. Anyway, when my package arrived, I was very impressed and d hhappy ha happy. ppy ppy pp . . . UU Upon Upon pon pon pon opening my package, I was amazed. It had been so well packed; ed; ther there her her here e e ewas ww wwas as as absolutely no chance of damage. I wouldn’t have done a better r job job bbb mys mys myself myself. elf elf elf. . . II It t twas ww was ass as if he, or whoever did the packing, was packing their own priceless iceless it items items. ems ems ms.. So, again, I say thank you. I have posted my compliments online, but if there is a specifi c place/site lace/si / te you youu you wo wo wwould uld uld uld ul like me to post to, just let me know. I would recommend your service to anyone. Sincerely, Leanne McCartney-Cocks Bainbridge Island, Washington State, USA
CUSTOMER SERVICE Dear Michael, We have recently used the Reading based offi ce in the UK to send an important package to New Zealand and as we were so overwhelmed with the quality of the service we felt it was important to send our praise on to you. The package we have sent is incredibly important to us as we had to get our 2 year old son’s baby milk to New Zealand ready for our arrival in the country for a 3 week holiday. Our son has a rare brain abnormality which has caused a medical condition that necessitates a set amount of liquid to be taken each day to maintain his sodium levels. Having found it diffi cult to fi nd a company to send this liquid package and given little advice about who may be able to help by other companies, we found “PACK & SEND” in our local telephone directory. The service we received as soon as we walked in the door was second to none. It is rare in the UK to experience such a fantastic service these days. We were relieved to fi nd somebody who was confi dent in fi nding a courier to deliver the package and were given support and additional ideas of how to ensure that the package gets through the rigorous checks at customs. We felt like we were the most important customer to the business at that time, which made us feel very reassured given the circumstances we were in. We were even more surprised to fi nd out that we were actually served by the UK Chief Executive, Mike Ryan! You would expect a member of the business of this status to have less understanding of the day-to-day jobs, but he had a fantastic knowledge of the issues which we could face with our delivery and the ways in which we could try to reduce them. He was incredibly effi cient and so caring and understanding towards the concerns we had, due to our son’s condition. He did everything within his efforts (and more) to ensure the delivery made it safely and promptly to its destination. Since sending the package he has sent us quick email updates to advise us on the status of our delivery which has also been very reassuring to read. Hi there Carmel, Jackie, Phil and Bacchus, I want to thank you for everything you did to help get our things to us in such good condition. Everything arrived yesterday and we could not believe how well it was all packed. When the driver opened the door it all looked as if it had just been packed and put on the truck … not arriving in the UK having been shipped half way across the world. The delivery man said – and this is honestly what he said – “In the 20 years I have been in this game, I have never ever seen a consignment shipped from overseas arrive so professionally packed”. Several times he made comments like this, he was so impressed. There was not one single breakage, the pallets, crate, etc., all looked as if they had just left your place. We love the crate by the way ... not a single nick or tear, even in the outer wrapping on all of it. It was a wonderful surprise and I just wanted to give you this feed back as you are really very, very professional and did a wonderful job for us. Use me at any time if others want reassuring about your personal, professional service ... just give them my email address and I will happily tell them our story. I have gone on a bit, but Russ and I are really so impressed ... THANK YOU. Best wishes to all of you and thanks again. Barbara and Russell SOMERSET BS25 5PB ENGLAND PACK P & SEND - READING DING At no point did Mike make any indication of his place within the company until we asked him for his manager’s contact details so that we could write this letter! So, even though he is obviously a valued member of the company already, we wanted to send you this email as he really does deserve the positive recognition for the work he is doing at shop fl oor level as we are sure he will be doing on all levels of the business too. We have never written to a company before, so it really does show how impressed we have been. We think he is a fantastic asset to your company and it was an absolute pleasure to meet him. We will pass on our positive experience with the company to our friends and family both in the UK and New Zealand. In summary, Mike Ryan really did go that extra mile. Your company magazine, Connect, is so refreshing to read. There is a real sense of desire to work very hard to please your customers, and you really have done so on this occasion! It was very interesting to read about your book “No No Noo Lim Lim LLimits” so we will be ordering a copy cc of this to read ourselves. Good GGG luck with the franchises in the UK. KK. Best B wishes, Rob R and Davina Turnbull Reading, R UK Mike Ryan of PACK & SEND Reading. g. PACK CK & SEND - BUNBURY CCarmel and Phil Jones s– – PACK & SEND Bunbury 21
Page 2 and 3: Pack & Send International Award Win
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Page 8 and 9: PACK & SEND 2009 ANNUAL C Turnaroun
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Page 12 and 13: 10 | Connect Shane and Sally recogn
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Page 16 and 17: 14 | Connect Have FUN in your busin
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Page 20 and 21: 1. 4. 18 | Connect THE POWER OF ‘
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Page 26 and 27: 24 | Connect Making it happen PACK
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Page 34 and 35: 32 | Connect UK UPDATE LEEDS, SHELD
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Page 40 and 41: 38 | Connect STAFF PROFILE: Stephen
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Page 44: 7. We call you on delivery 6. We tr

Issue 3 - 2010 - Pack & Send

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