Hi,
This is the story of Jaime, a courier at the DHL service point in Awans near Liege. Today I accompagnied him on his daily tour.
What makes him an employee of choice for DHL?
The whole day I wondered what made this man so special and why he is so passionate about his job?
... Is it the company, or the clients or maybe the sun and the outdoor aspects of the job or could it be something else? During the day it became clear for me...
Here's the story of Jaime:
Jaime's day starts at 7H30, every day. Together with his colleagues they sort out all the shipments that come overnight from the hub in Zaventem national airport in Belgium.
In a glance I've sensed a strange kind of solidarity between the guys and the girls. The packages were exchanged between couriers, keeping in mind the number of deliveries and geografical routing.
Jaime smiled and took on another lot of retour shipments for a client, in his van..".I will be passing there in the morning so it will be no big deal to deliver this lot", he said and counted 78 pieces and more than 20 stops for today.
Just around 9 he started the motor of his van while enjoying his last sigarette. All the shipments were scanned and sorted in chronological order. Jaime is efficient and thinks logical. You can see it in the way he's organising his van.
While driving to our first client Jaime tells me his father has recently passed away. We talk about our families and his name. Jaime and his family originate from Manchester, each year he goes back to visit his aunts and uncles. He definitly is a family man. He has an open and friendly personality. Stressing does not fit into his vocabulary..
We arrive at the old industrial site in Seraing. Today it is the Cockerill Maintenance and Engineering company CMI. CMI has developed a unique combination of expertise in engineering and in maintenance.
Jaime enters one of the warehouses with a big smile. "Hi, I am Jaime from DHL express and I have a package for mr..."
He adores working in the french speaking part of our country. Peope are friendly, easy going and not so stressed as their flemish neighbours. I follow him on his trail while taking some pictures of this industrial heritage.
We make some stops in the area of Seraing. Small and medium companies are pleased to see Jaime and his packages.
We talk about the new trend in the world of express deliveries. Due to the growth of online webshops belgians just as our French, German and UK neighours change their shopping habits. The B-to-C and C-to-C market is exploding. The number of shipments in the van is a daily proof of this fenomenon. Jaime is pleased because of the extra business. However the consequences (more retours and higher cost to serve our client) are often time consuming and non rewarding.
Jaime, being an optimist hopes on, no "retours" today.... and so far so good.
Liege Airport
Liege Airport, we enjoy seeing an helicopter taking off for a trial flight. AgustaWestland is a good client, together with many other companies in and around the Liege Airport.
Again and again Jaime announces himself with a big smile, chatting away without losing site of the time. We even deliver packages at one of our competitors. ...
While crossing other vans from our compatitors or colleagues Jaime waves and shouts hello. I think by myself "this is a friendly world", where the hell do we greet our competitors on a daily basis?
Jaime was employee of the year in 2014. He still smiles whilst talking about this unique experience. He lived 4 days like a filmstar in Cannes.He will remember this for the rest of his live, for sure.
Insanely customer centric culture (ICCC)
DHL introduced its Insanely Customer Centric Culture in 2012, the core concept has remained the same: Customer satisfaction is paramount and delivering outstanding customer service is at the heart of everything. Express employees do so.
Why am I thinking about this attitude now...Of course because people like Jaime and Dennis and Luke and many others embody this attitude every day, 365 days a year.
It is all about normal, straightforward things like Quality and growth.
Quality allows you to grow your business, retain your customers and attract new customers.
At the end of this, beautifull though exausting, day Jaime said to me "Hey Liesbeth you need to come again and go with me on the route des Ardennes. Beautifull sites, less stops, even going as far as Malmedy and even Saint Vith.
The way he talked about it made me think of a holiday trip. But this is Jaime, a disciplined, open and optimist guy who combines business and pleasure and puts the customer always first.
Now I understand what makes people passionate about the things they do and why they out perform every day.
Best Day, Every day...
DHL is a master in simplifying and personalising the message.
Best Day Every Day", as Charlie Dobbie says. If you can manage to implement the principles of ICCC in your work every single day, you will effectively be topping it by keeping it going.
And this is wat Jaime and the others are doing, every day...
This is the story of Jaime, a courier at the DHL service point in Awans near Liege. Today I accompagnied him on his daily tour.
What makes him an employee of choice for DHL?
The whole day I wondered what made this man so special and why he is so passionate about his job?
... Is it the company, or the clients or maybe the sun and the outdoor aspects of the job or could it be something else? During the day it became clear for me...
Here's the story of Jaime:
Jaime's day starts at 7H30, every day. Together with his colleagues they sort out all the shipments that come overnight from the hub in Zaventem national airport in Belgium.
In a glance I've sensed a strange kind of solidarity between the guys and the girls. The packages were exchanged between couriers, keeping in mind the number of deliveries and geografical routing.
Jaime smiled and took on another lot of retour shipments for a client, in his van..".I will be passing there in the morning so it will be no big deal to deliver this lot", he said and counted 78 pieces and more than 20 stops for today.
Just around 9 he started the motor of his van while enjoying his last sigarette. All the shipments were scanned and sorted in chronological order. Jaime is efficient and thinks logical. You can see it in the way he's organising his van.
While driving to our first client Jaime tells me his father has recently passed away. We talk about our families and his name. Jaime and his family originate from Manchester, each year he goes back to visit his aunts and uncles. He definitly is a family man. He has an open and friendly personality. Stressing does not fit into his vocabulary..
We arrive at the old industrial site in Seraing. Today it is the Cockerill Maintenance and Engineering company CMI. CMI has developed a unique combination of expertise in engineering and in maintenance.
Jaime enters one of the warehouses with a big smile. "Hi, I am Jaime from DHL express and I have a package for mr..."
He adores working in the french speaking part of our country. Peope are friendly, easy going and not so stressed as their flemish neighbours. I follow him on his trail while taking some pictures of this industrial heritage.
We make some stops in the area of Seraing. Small and medium companies are pleased to see Jaime and his packages.
We talk about the new trend in the world of express deliveries. Due to the growth of online webshops belgians just as our French, German and UK neighours change their shopping habits. The B-to-C and C-to-C market is exploding. The number of shipments in the van is a daily proof of this fenomenon. Jaime is pleased because of the extra business. However the consequences (more retours and higher cost to serve our client) are often time consuming and non rewarding.
Jaime, being an optimist hopes on, no "retours" today.... and so far so good.
Liege Airport
Liege Airport, we enjoy seeing an helicopter taking off for a trial flight. AgustaWestland is a good client, together with many other companies in and around the Liege Airport.
Again and again Jaime announces himself with a big smile, chatting away without losing site of the time. We even deliver packages at one of our competitors. ...
While crossing other vans from our compatitors or colleagues Jaime waves and shouts hello. I think by myself "this is a friendly world", where the hell do we greet our competitors on a daily basis?
Jaime was employee of the year in 2014. He still smiles whilst talking about this unique experience. He lived 4 days like a filmstar in Cannes.He will remember this for the rest of his live, for sure.
Insanely customer centric culture (ICCC)
DHL introduced its Insanely Customer Centric Culture in 2012, the core concept has remained the same: Customer satisfaction is paramount and delivering outstanding customer service is at the heart of everything. Express employees do so.
Why am I thinking about this attitude now...Of course because people like Jaime and Dennis and Luke and many others embody this attitude every day, 365 days a year.
It is all about normal, straightforward things like Quality and growth.
Quality allows you to grow your business, retain your customers and attract new customers.
At the end of this, beautifull though exausting, day Jaime said to me "Hey Liesbeth you need to come again and go with me on the route des Ardennes. Beautifull sites, less stops, even going as far as Malmedy and even Saint Vith.
The way he talked about it made me think of a holiday trip. But this is Jaime, a disciplined, open and optimist guy who combines business and pleasure and puts the customer always first.
Now I understand what makes people passionate about the things they do and why they out perform every day.
Best Day, Every day...
DHL is a master in simplifying and personalising the message.
Best Day Every Day", as Charlie Dobbie says. If you can manage to implement the principles of ICCC in your work every single day, you will effectively be topping it by keeping it going.
And this is wat Jaime and the others are doing, every day...
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