News from the CEO – with Michael Lacsni
Ho, Ho, Ho and hello to you all,
By now many of you will be in the midst of the avalanche of business coming through the door which will make a significant impact as to how we finish off 2015 and commence a successful 2016, after what I would consider to be one of the toughest years of business I have been engaged in.
Whilst many of you will be actively focused on providing and maintaining the highest levels of service through this busy period, I wanted to take this opportunity to share with you some considerations that will continue our success into 2016 making Santa Fe a winning organisation that continues to grow and remains customer focused.
“It’s the little things that make big things possible. Only close attention to the fine details of any operation makes the operation first class.”
Over the past twelve months we have had many returning clients as a result of their experience with our attention to detail and provision of first class service: right from their first enquiry right through to the last box being unloaded.
Don’t lose sight of the small things that make the big difference.
Recognising that our customers also include those who work every day to make our operation a success: our friends and colleagues who work alongside us.
The internal customer relationship plays a key role in our enjoyment and success in the workplace, and is a critical differentiator to our customers when they experience prompt, cohesive and informative responses. When we don’t respond in a timely and prompt manner to our internal customers it can impact our ability to respond to our external clients resulting in poor levels of service.
Keep the passion – it makes us easy to deal with.
Alignment amongst each and every one of us encourages success, misalignment doesn’t.
If one area of our business completes its work in isolation from other and then simply passes it over the wall onto the next functional ownership, responsibility and accountability can disappear. Again it’s our customers (internal & external) who suffer the impact.
Continue ownership long after you may have completed your contribution to the requirement.
Everyone in the organisation should be wanting to create value and leverage it for corporate and customer success. The responsibility for the success of our Santa Fe organisation as a whole and its customers sits with all of us not the few.
Having cohesive multi-functional teams that communicate and reinforce the focus on the customer (both internal and external) gets everyone working towards the same goal, delivers efficiency in execution, shared thought process and fast response times to our customers and the marketplace.
Work together to deliver a wonderful experience for our customers making it easy for all of us.
“Coming together is a beginning. Keeping together is progress. Working together is success.” –Henry Ford
2015 has been a focus year on promoting the brand, developing relationships in large multinational opportunities whilst chasing downing the small to medium market for some quick wins. Our pipeline of opportunities continues to expand with some very large opportunities nearing decision time – stay tuned.
Our Account Management team has been focused on retention strategies to ensure we are delivering value and service quality. As a result we have largely retained our existing client base. A large impact to this has been the extremely positive customer experience feedback to our corporates through customer surveys.
A big thank you to all of our team.
One of the great challenges for our Development team has been the lack of leads generated through the business. We all have a responsibility to contribute to the sales effort and need to engage our subject matter experts as soon as we identify an opportunity. Early notification provides us the time to ensure we are maximising every opportunity that comes into the business. This is the only way we can all prosper, grow our careers and be part of a successful organisation.
On behalf of the corporate sales team I would like to wish each and every one of you a safe, but very merry Christmas. I trust Santa will be kind to you all as “he” knows if you have been good!!
Please send your corporate opportunities to:
Victoria, South Australia, Tasmania
Kristine Paphazy – Manager Corporate Development
M: 0418 311 64 E: firstname.lastname@example.org
New South Wales, Queensland
Martin Phillips – Corporate Development Manager (Mobility)
M: 0427 241 654 E: email@example.com
Mark McGran – Corporate Account Manager
M: 0407 866 085 E: firstname.lastname@example.org
We have of course our Account Managers in each state being:
Leanne Bolger – Corporate Services Manager Queensland
M: 0419 408 347 E: email@example.com
Trevor Clare – Corporate Manager NSW
M: 0458 970 066 E: firstname.lastname@example.org
Mark Ryan – Manager Global Accounts
M: 0419 177 588 E: email@example.com