Issue 3 - 2010 - Pack & Send

DON RUSSELL –
helping franchisees breathe easy
Although his offi cial title is TNT Corporate Support
Representative, Don Russell operates as PACK &
SEND’s champion for stores in Australia, sorting out the
most diffi cult of problems.
“I’m happy to help where I can,” Don said during a
recent visit from PACK & SEND staff, “Your franchisees
know that sometimes miracles happen in the end. The
impossible takes longer!”
Having taken over the reins from Glen Macgregor fi ve
years ago, Don functions in a role especially created by
TNT to care for the needs of their larger customers, and
is often the TNT contact who comes to the rescue of
PACK & SEND franchisees.
One of Don’s most recent PACK & SEND rescues
involved tracking down part of a consignment where
one package (the vital one!) was loaded onto a different
vehicle for operational reasons. Once located, Don
reunited the pieces and sent them on without delay.
On another occasion, a consignment was labelled to
one postcode and consigned to another. When this was
discovered, Don organised for a special delivery to the
customer’s door.
“It’s always much easier with PACK & SEND’s freight,”
said Don, “because they use plenty of bright blue PACK
& SEND tape which stands out.”
Sometimes in a natural emergency, such as a fl ooded
road, the night time road freight is diverted to another
depot. With access to detailed information, Don is able
to drill down further and fi nd out the cause of the delay.
This information, combined with Don’s knowledge of
PACK & SEND’s procedures, makes him a very valuable
link between the two organisations.
As a result, the amount of goodwill that Don has built up
over the years has been enormous. So much so, that
everyone from PACK & SEND who has dealt with him
has wanted to say thank you.
So, Don, thank you from all of us – your help over the
years has been invaluable!
Main image:
TNT’s Don Russell with
Denis Edleston from
PACK & SEND.
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