Fleet Management News & Business Info | Commercial Carrier Journal
Issue link: http://read.uberflip.com/i/699972
COMMERCIAL CARRIER JOURNAL | JULY 2016 45 INNOVATORS DARYL FLOOD RELOCATION & LOGISTICS Coppell, Texas Mayfl ower uses its SPR to score agencies and their individual drivers based on the Federal Motor Carrier Safety Administration's safety regula- tions, including the Compliance Safety Accountability program. In addition, it serves as an internal audit for agencies to identify late logs, miss- ing paperwork and hours-of-service violations that occur even without a roadside inspection. In 2014, Daryl Flood's SPR im- proved 209 percent, and last year it improved another 180 percent. Today, its SPR score is 5,483, earning the company a fi ve-star rating. In 2015, 50 drivers ended with a fi ve-star SPR compared to 26 drivers in 2014, and 23 drivers had a perfect SPR compared to eight in 2014. Daryl Flood is third nationally in its mileage category for all Mayfl ower agents, is in second place from a Top 10 hauler perspective and last year ranked number one among Top 10 haulers for fi ve months. In addition to Mayfl ower's SPR sys- tem, Daryl Flood's drivers are measured in a number of ways. Both Mayfl ower and GE Appliances perform customer surveys after a completed move or delivery to gauge the effectiveness of their carrier partners. Daryl Flood and other agents are evaluated by on-time performance, claims percentage and other service-related metrics. Daryl Flood experiences rapid improvements with new culture, safety-focused initiatives BY JEFF CRISSEY O ne glance at Daryl Flood Relocation & Logistics' trophy case is all it takes to understand that the company has an established reputation for quality service. According to Daryl Flood, founder and chief executive offi cer, the nine most important words at the company are "Satisfy the customer, satisfy the customer, satisfy the customer." The Coppell, Texas-based company's business is divided into two market seg- ments. Roughly 60 percent comes from the over-the-road market as a house- hold goods moving agent for Mayfl ower Transit, a brand under the UniGroup umbrella. The other 40 percent is in the short-haul space as a dedicated distribu- tion and last-mile delivery service provider for GE Appliances. Another small portion of its business is devoted to workplace relocation services. Overall, Daryl Flood operates about 250 power units, most of which are owned and operated by independent contractors. As with most transportation providers, safety always has been a top priority at Daryl Flood. With most of its revenues generated by servicing two core custom- ers, Flood knew the company could do better to ensure it would remain a pre- ferred transportation supplier. In 2013, he created a new job function to better align the company's safety performance with its quality of service and hired Scott Roberts as director of safety, compliance and risk management. Reaching new heights Daryl Flood is measured by Mayfl ower's safety performance rating system that uses a vehicle-miles-traveled metric to compare agents within peer groups for UniGroup's Mayfl ower and United Van Lines brands. When Roberts came aboard three years ago, Daryl Flood's SPR score was 868, good enough for three stars (out of fi ve) in Mayfl ower's tiered safety system, about average for an agency. The household goods carrier takes safety to new levels by focusing on its culture and celebrating driver successes.