First off, all of us here at MSM would like to thank you for considering MSM Transportation.
The MSM Group of Companies encompasses several brands and business units and has a large, extended family of trusted transportation partners. Yet we share a common belief: that customer loyalty is the foundation of success. Loyalty is the result of a trusting relationship. Trust is established when you and your customer or supplier truly understand and rely on one another. For us, the past year has been a remarkable opportunity to build loyalty and trust.
While the economy has demonstrated clear signs of recession, MSM’s commitment to the promise of a more efficient, secure international border is starting to pay off. The shipping community at large is deeply troubled about the availability of trucks, the consistency of service, and the value they receive for their dollar.
Integrity, reliability, operating know-how, rewards for hard work, and cost containment are even more important today than when we joined the transportation industry more than 20 years ago. At the MSM Group of Companies, these old-fashioned virtues are our guiding principles. We’ve never had to embark on plans to "transform" the way we do business. From the start, our values have helped us make smart choices in times of dramatic change.
Let us give you some examples:
When we established the company in 1989, regulations in Ontario did not allow us to operate our own trucks. So we focused on freight brokerage. We built relationships with trusted partner carriers: in our early years, 90% of our shipments moved with this core of carriers who shared our values. Today, many of these companies continue to help us meet the demands of commerce without weakening our balance sheet or commitment to customer satisfaction.
- When rules changed and we established a fleet of our own, our partner carriers trusted that we wouldn’t compromise our firmly entrenched relationships—or our commitment to service—by playing favourites with our trucks. Our objective always has been to move freight efficiently, safely, on time, and to the complete satisfaction of the customer. That means using the transportation source that makes the most sense for the customer.
- To overcome the questionable service that plagued the trucking business in the early days, we made it our policy to provide a 100% money-back guarantee. We continue to do so today.
- Financial stability comes from sustainable, consistent growth in earnings, cash flow, and the appropriate use of capital. By balancing our own fleet with partner-carrier capacity, we can predictably manage hard assets of our own. This minimizes financial risk and frees up capital to invest in projects that promise the best operational and financial results. Today, approximately 60% of MSM’s shipments move on our own equipment.
- When we seize new opportunities, we haven’t had to look outside for leadership. Our business units are led by homegrown managing partners. The MSM Group of Companies supports their commitment with administrative support, financial strength, and guidance that synchronizes their efforts.
- We recognized the value of skilled professional drivers from the beginning. We consider our compensation packages—among the best in the business—an investment in consistent, quality service. Personally, we cannot recall losing a driver that we have not released.
- We are a responsible customer to our valued suppliers. We pay no later than 28 days from receipt of invoice, a practice started when the company was founded. Our partner carriers are loyal and motivated as a result—a strong advantage in a marketplace where you are competing for space.
- We registered for ISO 9002 in 1998. We were not compelled to do so by anyone. Continuous improvement is one of our core values.
- We value tangible things. We own our property in Bolton, Ontario—almost 11 acres. There is space to accommodate future growth.
- Our promises are clear. For example, a freight company may claim to have fast transit times but hide the fact that the day of pickup, weekends, and the day of delivery are not counted in the published transit times. We publish transit times in calendar days, including the weekends and day of delivery to the consignee. We keep it simple: we pick up on time, we deliver on time, and we call when that is not going to happen.
Whatever the need, there’s probably a vehicle from our stable of company-owned trucks or our network of carrier partners that can handle the job. Our ability to secure capacity and deliver value attracts new clients every day. We are proud of the role we play in helping our customers go about their work. And we feel good about the road ahead, knowing its foundation is loyalty and trust.
Sincerely,
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