Issue 3 - 2010 - Pack & Send
Issue 3 - 2010 - Pack & Send
Issue 3 - 2010 - Pack & Send
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22 | Connect<br />
PACK & SEND races against time<br />
PACK & SEND Sumner<br />
Above: Aarjaun Burch-Johnston<br />
THE CHALLENGE: TO GET A REPLACEMENT RADIATOR CAP TO A MINE SITE IN NARRABRI,<br />
NSW, BEFORE DISASTER STRIKES!<br />
In November 2009, a PACK & SEND Sumner customer<br />
rang the store in an agitated state.<br />
Sumner franchisee, Aarjaun Burch-Johnston, listened<br />
attentively as the customer recalled the situation that<br />
had left him with the destruction of a faulty radiator cap<br />
at his mine site in Narrabri, NSW. He also made clear<br />
his urgency to fi nd a replacement cap before further<br />
damage occurred.<br />
Aarjaun, hurriedly took down the details, soon fi nding out<br />
that the replacement cap was in Mudgee, NSW – about<br />
four hours south of Narrabri. It was 11am Queensland<br />
time and they needed to get it there before 5pm in NSW.<br />
There was no time to waste.<br />
After exhausting all the usual options of Same-Day<br />
transit (TNT, AAE and other PACK & SEND stores),<br />
Aarjaun drew a blank. All the big freight companies<br />
wanted to take it into Sydney and back out again.<br />
When many would have opted to put this job into the<br />
‘too hard’ basket, Aarjaun, a strong believer in the PACK<br />
& SEND ‘No Limits’ culture, resumed her search.<br />
She Googled “Freight, Mudgee” and got nothing.<br />
Snatching a glance at the time, she Googled “Taxi,<br />
Mudgee” and got a number that referred her to Black &<br />
White in Sydney. No good!<br />
Further digging lead her to a mobile number of what<br />
seemed to have been the only taxi driver in Mudgee.<br />
After some very fast talking, Aarjaun managed to get the<br />
driver to agree to pick the part up immediately and taxi it<br />
straight through to Narrabri on a nonstop four-hour drive.<br />
By the time she’d gotten the customer’s okay for the job<br />
to go ahead and it was fi nally picked up, it was 1pm in<br />
NSW.<br />
The driver, to everyone’s relief, made it with about 10<br />
minutes to spare, managing to make a number of people<br />
very happy – particularly one customer who will not soon<br />
forget PACK & SEND’s remarkable service!<br />
Congratulations to Aarjaun for demonstrating the ‘No<br />
Limits’ spirit that makes customers keep coming back.
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