Imagine: It’s 10.00am and your boss tells you from your Sydney office that you have to arrange – at all costs – the delivery of a fragile ornament to Perth…by 5.00pm…today! You ring one courier company after the other, only to hear that the job is impossible. You then come across your local PACK & SEND store and the response is, “Of course, we can do that”. What you don’t know is that the PACK & SEND manager is a franchisee, with a reputation for going the extra mile….but today this franchisee is prepared to go a few more than usual. With the assistance of other PACK & SEND stores, the franchisee collects the precious cargo, rushes to the airport and personally flies across Australia to Perth, finally hailing a taxi at the home stretch to get the goods there by 4.58pm!
To celebrate its 2007 win of the prestigious PriceWaterhouseCoopers Franchisor of the Year Award, PACK & SEND published a book called No Limits – True stories about going the extra mile. The book showcases just a small sample of the legendary customer service stories that occur at PACK & SEND on an almost daily basis.
According to Michael Paul, “PACK & SEND is unique because we provide a packaging service and handle freight through a network of retail stores. But what really gives us the edge is the team of people behind our brand: our franchisees - trained professional owner-operators who have enthusiastically embraced our ‘no limits’ culture with a commitment to ‘going the extra mile’ for their customers”.
No Limits gives a fascinating insight into the company’s success and how motivated people give real meaning to a brand. It highlights how individual PACK & SEND franchisees work closely together as a team (a service known as Store Connect) and can turn a customer's seemingly impossible job into a hassle-free customer service experience.
Turning a collection of individuals into a world-class team is the dream of every business, and this book demonstrates how PACK & SEND has turned that dream into a reality. In the words of Michael Paul: “There are really ‘No Limits’ to the success that can be achieved when you have a motivated team totally focused on the customer”.
No Limits is a fascinating read for anyone who wants to be inspired by how ordinary people committed to a common vision and teamwork can achieve extraordinary feats of customer service.
To receive a free copy of the book, click here. |
To receive a free copy
of the book, click here. |
No Limits Culture
