E.E. Ward prides ourselves on being the only northAmerican Van Lines (NAVL) agent Columbus moving company. In order to be a NAVL agent moving companies are held to a very high standard and are encouraged to always push to improve. One of the ways that NAVL ensures this is through its Pursuit of Excellence initiative.
This initiative means that companies are recognized for improvement and strides to make themselves better rather than arbitrary designations like “most weight hauled” that don’t truly measure how well a company is working on their performance. NAVL asks each of its agents to set goals for performance improvement for the year in 8 categories.
We are proud to say that we reached or exceeded many our of goals in 2015, some of which we would like to highlight. In the category of claims frequency, based on how many people filed a claim for damage during their move, we beat our goal by more than 65% thanks to the care, cleanliness and safety of our staff. One of the categories that we are most excited to have exceeded is our customer service rating. This rating is “the voice of the customers” and gives us a great look into how satisfied our clients were with their moves in 2015. Finally, we are glad to say that we met our goal for book-to-hauling ratio. We are what is known as a “net hauler,” which means that we have the capacity to not only haul what we book, but also help out other NAVL agents by hauling some of what they book for them as well.
Our mantra for the past few months has been to “finish strong” and maintain the quality of the work we began 2015 with. We would like to thank our talented team, from Sales to Warehouse to Drivers, for being ceaseless in always trying to be even better than the day before to help us reach our goals and provide top-quality services. We are looking forward to pursuing excellence again in the new year, and as General Manager Hal Byram says, “We finished strong in 2015, and we are going to start 2016 even stronger.”