Roscoe Blog

A Culture of Excellent Customer Service Starts on the Inside

A Culture of Excellent Customer Service Start on the Inside

One bitter cold day earlier this year, wind chill temperatures dropped to 50 below in Chicago. Rather than send the route service representatives out on their own to deliver work uniforms and supplies, Roscoe CEO Jim Buik and other senior managers jumped on the trucks in the early morning hours to help speed the deliveries and get everyone out of the cold a little sooner.

It was so cold in the trucks that some workers put hand warmers in their boots.

It was no ordinary winter day, even for Chicago, but it was an illustration of the kind of teamwork practiced at Roscoe all year round. Teamwork is part of the culture, which is just one of the reasons why the average tenure of a Roscoe route service representative is over 13 years, while the industry average among national providers is about 18 months.

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The Difference an Hour Can Make

The Difference an Hour Can Make

Employees may be a little groggy and perhaps even late to work in the first few days after the clock moves forward for daylight saving time.

It's only an hour, but it makes a difference. In fact, heart attacks and strokes tend to occur in greater frequency around the time shift, according to research cited in a New York Times story about efforts by some legislators to exempt their states from the practice.  At least 31 states have taken up proposals related to daylight savings, while two states, Hawaii and Arizona, already leave the clocks alone, staying on standard time all year.

As a political issue, it's not the stuff of great drama. But nobody in business would doubt the seriousness of any debate arising around the loss or gain of an hour. An hour is no small thing.

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