Why do customers leave a carrier?
The number 1 answer?
SERVICE!
Why is it that Stifel, Nicalous and Co. know that but YRC does not?
When a industry sees a overcapicity issue as we are witnessing in the LTL sector now, the only thing that a company can rely on to distinguish it from all others to ensure marketshare and survival is SERVICE, SERVICE, SERVICE (which should be job #1 all the time) to maintain and grow it's customer base, our only source of revenue in the trucking business... DUH!...
What else do we have to sell?
In YRC's case, unfortunately, all we have to sell now is what is left of the farm because we have failed to make service our #1 priority, especially during this difficult time...
Even though pricing comes in at a close 2d, this only shows that customers still want good service over value... Fedex and Conway's moratoreum on rate reductions only proves this theory. Even though their freight levels are up over YRC's, they still have failed to attract and maintain as much market share as they anticipated because of this service/value theory...
YRC has a wonderful template in place, i.e. their website, for customer service that is second to none. Unfortunately, YRC continues to scuttle this bright spot by farming out these duties to 3d party interests that cannot provide the level of attention that has to be given to this aspect of their service package.
This is but only one example of what is going wrong in YRC's world.
It's time to make service and operations priority #1 if we are to survive in the LTL world...
Hey Overland Park... Hey Akron... Show us something positive here... Can you do that?
What was the old Yellow motto? YES WE CAN... Well, do it then, dammit...