If you follow Old Dominion and our employees on LinkedIn, you may have seen that we recently celebrated Service 2.OD week across our network of over 250 service centers. This was a week committed to celebrating our customer service standards across the company. Our employees are inspired to give exceptional customer service to all our customers, both internally and externally.
Service 2.OD goes beyond just having a low claims ratio and a great on-time service percentage. That is great, and we want to continue that success.
But Service 2.OD is really about making it easy for you to do business with us and meeting all your freight shipping needs. We want you to experience professional and prompt service across our organization. When a dock worker takes time on a cold winter day to carefully protect your freight, a solution specialist promptly answers the phone, or a customer service representative gets you the answers you need, they play a key role in making sure that not only does your freight arrive safely, but you are treated with respect and courtesy. Everyone plays a part in making Service 2.0D a reality.
Our vision for Service 2.OD is simple: go above and beyond to meet your needs every single day. We want you to know you can count on us and that your freight is in good hands.
Our drivers are a key piece of this puzzle. They literally make or break the relationship with many of you, especially if you work with a daily pickup-and-delivery driver. It makes me proud of our drivers when customers tell me, “He is one of the best drivers I have dealt with in my 27 years,” or “She has always been very courteous, polite, and easy to work with. Her freight always looks good.”
Here’s an example of Service 2.OD in action; several years ago, a driver was in a mechanical failure situation with his tractor-trailer. It was the middle of the afternoon and he still had seven deliveries left that day. The driver realized he wasn’t going to be able to make it to the customers’ docks. So, thinking quickly, he called each one to let them know, and they each brought their pickup truck to him. Our OD driver completed the deliveries on the side of the road. He knew that those shipments were important to the customer. That amazed me and is a great example of the type of relationship we want you to have with our drivers.
Do you need help scheduling a pick-up, creating a Bill of Lading, or have other questions about your freight? Reach out to your solution specialist, local service center, or call our Corporate Customer Service team at 1-800-235-5569. Customer Service representatives are available to help.