 Executive Forum: Rick O'Dell, President
WE'RE EXPANDING OUR COVERAGE!
I'm very excited to announce that Saia has expanded our award-winning customer-focused service into four additional mid-western states, with the acquisition of The Connection Company on November 20. The Connection is a 23-year-old, family-owned, non-union LTL carrier with 20 terminals in Indiana, Kentucky, Michigan and Ohio. They have a history of strong customer service and will fit perfectly with Saia's mission.
With this acquisition, Saia continues to build our network, now with 34-state coverage and 149 terminals employing more than 8,000 team members. This latest addition follows the successful acquisition of Clark Bros. in 2004 and moves us toward our goal of being a full-coverage North American, best-in-class carrier.
Benefits for current Saia customers include an additional four-state coverage area, implementation of management and processes in this important region and extended branding of the Saia name.
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In this issue, you will learn a little more about two Saia employees who exemplify the customer-service and team-oriented philosophy we strive for. You will also learn more about Saia products and services including the newest enhancements made to Saia Secure and an update on our Customer Service Indicators®.
Saia Spotlight: Two people who made a difference.
Saia is the company it is today because of the quality employees we have. Time and again, they go above and beyond to deliver excellence, as well as set an example for others. Two such employees are Rob Allgary and Richard Miner.
Saia Shipping Tips: You Asked - We Responded
Saia is constantly striving to make our customer shipping process easier and our services more user-friendly. Based on input from you, we have updated our Saia Secure website to capture and save the information you've entered when requesting a Rate Quote, Bill of Lading or scheduling a pickup.
Customer Service Indicators®: Invoicing Accuracy
At Saia, we're committed to our Customer Service Indicators®, and each person on our team is dedicated to accuracy and efficiency. A perfect example of that is our Invoicing Accuracy.
What you said
We asked you: When selecting an LTL carrier, what is your primary decision based on, excluding price?
 Competitive transit times - 36%
Coverage - 10%
Customer service - 23%
Reporting capabilities - 1%
How the carrier manages performance - 11%
Other - 19%
Thank you for your input!
To find out about adverse weather conditions and any shipping news relevant to the holiday season, go to www.saia.com.
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Nobody takes performance to the extreme like Saia. Our XtremePerformance is a company-wide attitude that means we will do everything in our power to ensure your satisfaction. We raised the bar with our six Customer Service Indicators, and now we guarantee them. At Saia, we don't just make promises, we back them up.
Xtreme Guarantee
customers signed to-date
The Xtreme Guarantee applies to customers on current Saia 5700 rates and is subject to rules and conditions as outlined in the Saia 170 rules tariff. Registration is simple. And it gives you the confidence in knowing they we'll get the job done right—or it's Free.
Register now at www.saia.com/XGP or call our Xtreme Guarantee specialist at 1-800-765-7242 ext. 4075 for details. Join thousands who are saying "yes" to world-class performance backed by the most Xtreme Guarantee in the business.
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