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monthly news for Saia employees
December 2023

Letters

This month, we're proud to spotlight either employees or departments that have received special thanks from some of our customers or the public.

Dear Saia Customer Service,

I hope this message finds you well. I wanted to take a moment to express my sincere appreciation for the exceptional service provided by one of your employees, NWK City Driver Gustavo Granda Franco.

Gustavo has consistently demonstrated professionalism, kindness, and exceptional competence in his role. Our shipping associates and I have had the pleasure of working with him on several occasions, and his dedication to ensuring a smooth and efficient process has not gone unnoticed.

His helpful demeanor, attention to detail, and kindness have truly made a positive impact on my experience with Saia. I believe commendable efforts such as his should be acknowledged, and I wanted to share my positive feedback with you.

Thank you for having such a valuable asset on your team. It's interactions like these that make a significant difference in customer satisfaction.

Best regards,

Arisleida Gonzalez
Nemo USA
New Brunswick, New Jersey

Bob Bowen
Terminal Manager
SAN

Bob,

I just wanted to pass along that SAN City Driver Valentine Granado was the most solid professional service guy I have met in years! I thought for a moment he was an undercover CEO from that show!

I am in a position like you - to normally only hear what went wrong - so I wanted to pass this along. That guy is great! He is a wonderful company representative for Saia! He should be training or managing every other service guy I deal with on a daily basis.

Great eye contact, handshake, quick, went above and beyond, and did it all with a smile in the pouring rain! I asked him if he wanted to hang in the garage for a minute until it stopped, and he just said he wanted to keep his deliveries on time! Great guy!

Thanks again,
Dustin Burell, PGA
General Manager
The Quarry Golf Course
San Antonio, TX

Dear Mr. Holzgrefe,

This letter is to make you aware of an extraordinary employee you have working for you. TSN Account Executive Natalie Williams is to be commended for the tremendous help and kindness she showed to two little old ladies, ages 74 and 80.

For reasons too complicated to explain, Regine Lanoe, 80, and from France, found her geode and mineral collection, (mistakenly) delivered to the Tucson Gem and Mineral show. She lives in Boulder, Colorado. I’m Betty Barnes, 74, her neighbor in Boulder. I’m involved because Ms. Lanoe speaks English like she still lives in France.

We were at a complete loss as to how to get these rocks to Boulder, other than to fly to Tucson, rent a car and drive back to Colorado. I can assure you that the highway patrol in Arizona, New Mexico, and Colorado, are most grateful that we decided not to do this. After speaking to several dealers who were displaying at the gem show, it was suggested that I call Saia.

It was our lucky day when Natalie answered the phone. When we told Natalie that the weight of the rocks was only 160 pounds, instead of brushing us off because the cargo was too small, she found a solution for us and continually followed up with us to make sure everything was good. She made us feel like our puny little bit of cargo was just as important as a 10,000-pound delivery. What an extraordinary employee!

I worked in the Telecom industry for 40 years and I know that good customer service is a commitment that starts at the top and is repeatedly re-reinforced on employees by the leadership team. I hope you have an “Employee of the Month or Year” award. Natalie deserves high praise!

Sincerely yours,
Betty Barnes and Regine Lanoe
Boulder, Colorado