|Achieving Excellence Is Everyone's Job
At Arpin America, we have a rather simple goal: to be the best in the industry. Not the biggest, just the best. We believe there are fundamental reasons why, year after year, we're recognized as a quality leader in the relocation industry. One of the most important is our policy of treating each employee the way we want them to treat our customers. Just as important, we expect every one of our employees to act like customer service representatives, regardless of their positions. We think this instills a desire for excellence in everyone.
A Continuity of Purpose
We communicate our quality vision and strategies, as presented in our corporate mission statement, to every employee. From their first day on the job, we make them feel like important members of the Arpin team, whatever their duties are. This is one reason why many Arpin team members have been with us for 10 years or more, creating a continuity of knowledge and experience that serves our customers well.
A Commitment To Training
We recognize that the true test of a quality van line is how well its people perform. So, our training programs are thorough and ongoing, and required of all customer service personnel.
Our quality assurance coordinators are expected to complete the Certified Professional Mover (R) and Certified Moving Consultant (R) programs conducted by the American Moving & Storage Association, as well as in-house training programs in customer service. And our corporate sales professionals are expected to work toward the Certified Relocation Professional (R) accreditation offered by the Employee Relocation Council.
Our operations personnel nationwide--from contract van operators to agent employees--are required to undergo ongoing training in packing and loading techniques for both domestic and international shipments, and their performance is carefully monitored. Only those that measure up consistently are assigned to handle corporate relocations.
A Centralized Relocation Program
We believe it's our responsibility to do more than just move your transferees. We consider it our duty to minimize the stress on your employees' lives during that move.
An important element in this effort is what we refer to as single-source accountability. Every one of your moves is coordinated through our corporate quality assurance department, regardless of origin. Therefore, we have unified control over the moving process from the start.
When you register a move with us, a quality assurance team member, someone familiar with your relocation policy, immediately contacts your employee. At this time, the QA coordinator will answer any questions your employee might have about the move, and assess specific relocation requirements. This is the first of many contacts that will be made during the moving process.
Then the QA coordinator goes to work arranging with a local Arpin agent to set up an on-site survey of the move, registering the move so that our operations department can reserve space for it, and creating a database that will contain all the necessary information about the move.
Good communication during the moving process is vital. So, we provide 24-hour, 7-day monitoring of our QA "hot line". Your transferee can call at any time and be assured that the call will be returned as soon as possible.
Most corporate moves proceed smoothly. Occasionally, however, there's an unexpected development---the driver is delayed by construction, perhaps, a closing doesn't go through as planned, or your employee is called away on short notice. Then your QA coordinator really shows his or her worth, because every one of them is trained to deal with the unexpected.
High Standards For Van Operators
The drivers that we put in charge of your employees' belongings must meet stringent standards to be part of the Arpin team. We require that they be at least 25 years old and have at least five years' experience transporting household goods for a major van line.
They must have clean driving records and meet all DOT regulations, have excellent on time pickup and delivery records, and very low claims ratios. We require them to be proficient in loading, including handling automobiles. And, they have to be able to get along well with others. After all, they'll be dealing with your employees!
A Quality Agent Network
Our nationwide agency network is second to none in quality. That's because we apply very stringent standards in deciding whether a moving company should be allowed to display the Arpin logo. In addition to being financially solid, they must have a proven track record of quality service, modern equipment, and a secure, containerized warehouse.
Once they're on board, we subject them to a quarterly review by all major corporate departments, as well as frequent on-site inspections by our field staff. These evaluations, plus their customer survey scores, determine service order assignment for your relocations.
Continuous Performance Measurement
We believe that it's essential to measure the performance of our operations personnel nationwide on an ongoing basis. And your transferees' opinion of our performance is the most important measure. So, unless you request otherwise, every one receives a detailed questionnaire about their move approximately two weeks after delivery.
The tabulated results give us a clear picture of how well our agents, van operators and quality assurance coordinators are serving your employees. Only those who receive consistently high ratings are given the responsibility of handling your transferees' moves.
We also track our agents' and van operators' claims performance, and cap their liability in direct relationship to how well they conduct the moves assigned to them without mishap.
Furthermore, we have what we think is an uncommon approach to maintaining the quality of our staff and agency family and promoting the spirit of teamwork. Each of our department heads rates each of our agents regularly, and each agent rates the departments they deal with.
Flexibility of Contract Terms
When it comes to corporate relocations, each company has its own requirements, policies and procedures. So, our contracts are anything but "one size fits all." If you already know exactly what you want, we'll work from your specifications. If not, we'll perform a needs analysis. We'll examine the number and types of moves your company makes, your company's relocation policy, the kinds of services you need, and your major geographical requirements.
On the basis of our analysis, we'll present a customized contract proposal that complies with your company's transportation needs, to include pricing options, special services, and performance guarantees, as appropriate.
By the way, when our estimator visits your employee he or she will be prepared to perform a detailed survey of the moving requirements, including any special services that may be needed, noting special conditions that must be planned for by the movers.
Recognizing that standing still is no way to maintain a quality leadership position, we're always looking for better ways to serve our customers. New packing materials, furniture wrapping, and floor and wall protection are sought out, tested, and put into use if they measure up. We also look for additional services that we can provide to meet the ever-changing needs of your employees during and after the moving process.
A program of controlled, steady growth has served us well over several decades, resulting in financial stability that is unmatched in the industry. Furthermore, as a privately-held corporation, we aren't subject to the pressures of stockholders or a board of directors. We have no one to answer to except you, our customer.
We Move Families, Not Household Goods
A great many of the families who move with us specifically ask for Paul Arpin Van Lines when it's time to move again. As a matter of fact, nearly 25% of our customers moved with us before or were referred by someone who moved with us. We believe it's because we recognize that each family's needs are unique, and must be addressed if we're going to provide a move that will surprise and delight our customers.
The fact is, we treat every family we move as though they'e part of the Arpin family, because we want them to be "Customers For Life!"
More and more corporations are adding Paul Arpin Van Lines to their lists of valued transportation partners, for the reasons we've outlined in this brochure. We are capable of filling all of your transportation needs, including worldwide executive relocations, expert packing and custom crating, furniture and records storage, individual containerized storage and auto transportation----all with an unmatched commitment to quality and attention to detail.
We would appreciate the opportunity to be included in your next household goods carrier evaluation process.
Paul Arpin Van Lines has been continuously owned and operated by the Arpin family since the turn of the century. While the world has changed a great deal in that time, the Arpin business philosophy of honesty, fairness and giving full value to the customer remains the same.
At Arpin, training is an ongoing process. That's because we don't feel our employees can ever know too much about how to serve our customers.
So, we train our agents' operations staffs in proper packing and loading procedures for domestic and international shipments, as well as claims avoidance and safety techniques. As for our corporate staff, we have an in-house department that provides training in product knowledge and customer service techniques.
Since we're determined to be the best, our drivers have to be the best, too. So, those men and women who want to wear the blue and orange have to meet the strictest standards in the industry. Not only are we regularly sought out by drivers from other van lines, but those few who leave us usually return with a heightened respect for what it means to be an Arpin driver.
When it comes to performing for our clients, we don't leave anything to perception. If it's measurable, we measure it. Agents, drivers and corporate staff are all subject to regular reviews, which are tabulated and analyzed. This way, we can spot potential problem areas while they're easy to fix, as well as reward those who exhibit superior performance. Of course, the input we receive from your transferees is an important part of the evaluation process.
One of the many advantages of doing business with Paul Arpin Van Lines is our willingness to work with you to develop contract terms that suit your needs. Whether it's a particular pricing method, customized reports or special services for your transferees, our goal is to see to it that your needs are met.
We take justifiable pride in our agent network. Many of them have been with us for decades, while some are new to Arpin. But we regard all of them as part of the Arpin family, and count on them with confidence to uphold the Arpin standards of quality.
When it comes to highway safety, Paul Arpin Van Lines ranks among the best. As a matter of fact, we consistently have one of the lowest accident rates of any major van line.
Yesterday's standards won't be good enough tomorrow. So, we are constantly seeking new and better ways to ensure that your transferees have stress-free, and risk-free, moves.