You Said It: Industry Veterans Give Advice
Daniel Reardon Jr., vice president of Reardon Pallet Company, shares his insights on working in the pallet industry.
Date Posted: 9/4/2018
Pallet Enterprise: How do you think the pallet industry will change in the next 5-10 years?
Reardon: In the next 5-10 years, I expect the pallet industry to move further away from the local mom and pop shops, toward large regional and national pallet companies. I expect one or two more coast-to-coast brick and mortar companies to develop in that time through acquisition and merger.
Pallet Enterprise: How/why did you decide to get involved in the pallet industry?
Reardon: The pallet industry was a good fit because of the low barriers to entry, and because business could still be done with a handshake. While that is less common today, our best customers tend to still value the long-term relationships that we try to foster.
Pallet Enterprise: What is the most important lesson you’ve learned about customer service?
Reardon: If we are doing our jobs well, then our customers tend to forget that we are even there. The pallets just work, and they don’t realize the service we are providing. It is important for us to regularly get in front of the customer for account reviews. We always want to make sure we are their first call when a need arises.
Pallet Enterprise: How do you encourage or inspire your workers?
Reardon: Paying attention to their lives and helping in more than just financial ways has been the key to having a strong team. Our best employees are intrinsically motivated, so they only need small encouragement to perform well at their job.
Pallet Enterprise: How have your customer expectations changed in recent years?
Reardon: More than ever before, customers look at pallets as a commodity, meaning a pallet from company A is the same as the pallet from company B. That has never been the case, and our business is built on the customers who know the difference. Unfortunately, many customers have to go find this out the hard way.
Pallet Enterprise: In your opinion, what is the biggest challenge in the industry right now?
Reardon: Finding high quality employees is the biggest challenge in the industry today. Having work available that you simply can’t staff up for is the most frustrating part of the business cycle.
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