Save loading time with a better dock height

I have noticed an interesting pattern gaining in popularity that makes loading from the rental warehouse easier - setting the dock height at different levels. I know of one store that has a continuously varying dock height around the sides of the building so it can handle any size of vehicle during loading and unloading.

Many of us know about those hydraulic docks that adjust up and down, but because they cost an arm and a leg, such an investment may not be feasible. However, if during the next few years you decide to build a new facility or modernize the old one, consider the possibility of varying dock heights by either raising the ground level or lowering it to accommodate the different loading levels needed.

Why all the fuss about loading? Back strain is less likely to occur since lifting is reduced; efficiency is increased because loading is quicker and fewer people may be required; wheeled equipment eases the movement of your products to and from the loading dock and the vehicle; and the investment in powered forklifts to move items may be reduced.

The benefits of required training

A few years ago, I attended a chamber of commerce dinner that featured speaker John Orth, then general manager of the very successful Saturn Automobile Co., which has an interesting training concept in place. Saturn requires all full-time employees, from the top officer to the lowest level employee, to receive a minimum of 42 hours of approved training each year. This training is very flexible - employees can take what they want when they want. Generally, if it improves the employee in some way, it is approved.

Now, here is the real benefit to the employees. If all the employees complete their 42 hours of training in the 12-month period, they all get to participate in the bonus system at Saturn. If any one of them is delinquent, then NO ONE gets a bonus. Pretty tough, but it makes all employees part of the training team and benefits both the employee and the company. How do you like that kind of a system to keep everyone on the cutting edge? Can we, in this industry, do the same? Or even improve on the idea?

Whose business are you promoting, anyway?

A few months ago, Rob Matteson of Taylor Rental Center, Sheridan, N.Y., dropped me a note about all those note pads, pens, hats, shirts, etc., we use that advertise and promote businesses other than our own. He believes that we should be promoting our own businesses (unless you are in a joint promotional activity) and I agree with him.

So what do you do with all that free stuff we acquire from time to time? First, we need to be selective about what our customers see on our counters and what we wear. Second, if we must use the items, keep them out of the sight from your customers or use them at home - but remember that your neighbors and guests are potential customers. Third, destroy them (remember first to thank the giver and smile). Paper products make great packing materials when shredded, and T-shirts are great rags for cleanup!

Spend some time (and money) creating your own promotional materials. Imagine a customer showing another person (a possible customer) information written by your counter employee with your directions, rates, hours, phone numbers, etc., on someone else's note pad and/or pen. And perhaps also wearing a shirt that has the name of a unrelated vendor, equipment, service, name, etc., splashed across its front or back. Be choosy what you show your customers unless you get reasonable compensation for doing it.

When you need to give a message and the person is busy

A real pet peeve is being interrupted by someone, or when you have to do the same in order to pass on a message that may be urgent (other than the building is on fire, etc.).

Here is a way around that: leave a note stuck to the person's telephone. It's a simple as that. You can use the so-called sticky notes. This way the interruption is more polite and the receiver as well as the giver can continue on with what he is doing without missing a beat. That's great productivity in anyone's business without a lot of fuss.

Many of us think we need an answer now or need to pass on information now - what a bad habit! Try this and I bet those very important bits of information are delivered and received just as quickly. Those of you with voice or e-mail may want to use it instead if a sticky note is too far from reach.