Railroad puts in place grading system for branch drivers

RAY SMUTS
PRICE CAN be a sensitive issue at the best of times but Mandy Viljoen, Cape branch manager for Railroad Africa, is certain that while customers might be lost due to cost factors they can be won back provided service levels remain at their very best.
She firmly believes that if RRA’s service remains at uncompromising levels, not only will a once-disgruntled customer return but new clients will be attracted.
Targeting growth of at least 60% in the year ahead, Viljoen says RRA Cape Town is now able to deal more effectively with larger volumes due in the main to restructured working methods.
“I would like to see us venturing into other markets by dealing direct with manufacturers and producers in exports and imports.”
The latter part of last year was a transitional period for RRA’s Cape Town branch in that virtually the entire staff complement of 12 is new and Viljoen believes Ôfresh’ translates to enthusiasm and energy.
“Going hand in hand with achieving our goal is ensuring that we align ourselves with service providers within Railroad Africa who understand, agree and work to our standard.”
One of the moves underway in Cape Town is implementing a grading system for branch drivers which will make clear to all the basis on which work is to be carried out and ensure they work to a level of commitment that benefits customers.
“The industry is extremely competitive in all spheres, so high service levels are imperative if you are to succeed in maintaining continuous support from your clients.
“The cartage operator is after all often perceived as an extension of the client operation. The only guarantee one has of ensuring they stay loyal is ensuring unquestionable service levels in all aspects of one’s operation.”