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The Custom Communicator The Custom Communicator October, 2007 Hi Readers, We hope you are continuing to enjoy The Custom Communicator as much as The Custom Companies, Inc. we continue to enjoy producing it. (Really!) We encourage each and every one 317 W. Lake Street of you to offer information; whether it is an interesting article or a suggestion Northlake, IL 60164 for improvement, we want your involvement! Please do not hesitate to submit a www.customco.com thought or tidbit of info, you might be pleasantly surprised at just how interest- ing others might find your idea. Nothing helps shape this Newsletter more than YOUR feedback. Send your e-mails to [email protected] We are looking forward to hearing from you. Did you know? Respectfully, The first ballpoint The Newsletter Committee pens were sold in 1945 for $12.00 a Words From the Wise... piece. Rocky/George: Thank you, Mr. Mandera for taking the time to tell us In Ancient Rome, about The Custom Companies. We understand that you started the soldiers wore sprigs company over twenty years ago on a shoestring and through the years of thyme to keep you have created a company with a reputation for integrity, innovation, their spirits and energy up. and honesty. Mr. Mandera: I am both pleased and gratified to know The Custom Recent studies by Companies continues to occupy the position of leadership and is known Wrigley show that for its innovation in today’s changing Transportation Industry. chewing gum before Rocky/George: Would you tell us a little about the origins of The Custom Companies? or during a stressful Mr. Mandera: In 1986, after my service with the United States Marine Corps I started The Cus‐ event can improve memory and tom Companies using my experiences and what I learned in numerous entry level positions that concentration and I held in the transportation industry. Coming from a traditional, strong, family‐oriented home I ease anxiety. had already learned the values of honesty, fair dealing and good, old fashioned hard work. Watching my father, who worked briefly in the air freight industry, I learned about the interac‐ tions and skills necessary to be successful in the world of business. It was here that I learned the values of networking, self‐dedication to accomplishment of new transportation initiatives combined with a desire to both win and lead with like minded associates that has led to contin‐ ued success. Rocky/George: How did you first become involved in the Transportation Industry? Mr. Mandera: My father was a sales representative with Associated Air Freight. I started in the industry in 1978 as a local airfreight pick‐up and delivery driver. I drove a 1966 Chevy Van for Fed‐X and ABC Air Freight in Elk Grove Village, Illinois. Then at night, after my 12‐hour day driv‐ Inside this issue: ing the van, I would take my car, an old Plymouth Duster, on a nightly pick‐up and delivery Re-Certified 2 route from Oak Brook, Illinois to Dwight, Illinois to both drop‐off and pick up envelopes and return packages back to Oak Brook. I did this each and every evening and most Saturdays as Custom Global Logistics 3 well. C.A.R. vs. P.A.R. 4 Rocky/George: What was your first business in the transportation industry? Mr. Mandera: In 1982 with a couple of partners, I began my own Air Freight forwarding Com‐ Security Improvements 5 pany and called it Accurate Air Express. Support Our Troops 6 Rocky/George: Why did you move from air freight to trucking? Mr. Mandera: I discovered very early on, after deregulation in 1980, that there were literally Getting to know… 7 - 8 hundreds of “Air Freight forwarders” located in the Chicago‐land area. I became very interested Halloween Time 9 at that point in the LTL and Truckload market. I learned everything that I could about it, as fast Autumn Holidays 10 as I could. Monthly Events 11 Rocky/George: How did you go about learning about LTL and Truckload markets? Mr. Mandera: People may think it’s funny today, but I began by introducing myself to the In‐ Toy Drop 12 dustry Leaders and associating only with the “Giants” of the LTL, airfreight, and truckload indus‐ Cartoons 13 try, people who were both leaders and winners, on a daily basis. I would introduce myself to Trivia Answers 14 these leaders not as a competitor, but as an admirer of the manner in which they con‐ Computer Tips… 15 ducted and built their businesses. Coupons 16 [Cont. on page 2] The Custom Communicator Page 2 Words from the Wise (Continued) Rocky/George: How did contacting these leaders help you? Mr. Mandera: It helped me form a vision of what would become The Custom Companies, Inc., the industries first New Hires full service Transportation provider that is customer friendly and success driven that provides full multi‐task Alejandro Garcia trucking services in Air Freight, Local Cartage, LTL, and Truckload delivery systems. When I was beginning to cre‐ ate this vision, I presented my new ideas to these mentors for their opinion and evaluation. Bill Sweet Rocky/George: What did your mentors think of your ideas? Brian Teofilo Mr. Mandera: Everyone I talked to told me that the “one stop shop” concept would absolutely not work. Based Carlos Castaneda on their response, I knew that I was onto something,, At that time I was 28 years old and not adverse to taking knowledgeable risks in a good cause. I knew that I would have to risk everything that I had financially to make it Christina Paramo happen. I recruited two people who also believed in me and my idea and vision, Kurt Dellaquilla and Dianna Ryan. Christopher Moran Both of these people helped me form The Custom Companies Dianna continues to be with our Company to this Jason Dragos day. Jim Raymond Reyes Rocky/George: And how did you first market The Custom Companies? Mr. Mandera: I would contact and assemble potential customers at sporting events that I knew they were inter‐ Jose Hernandez ested in, primarily Bulls, Cubs, Sox, Bears, Blackhawks. I would load a bus full of potential customers and talk with Juan Salazar them both on the way to and from the games. I would discuss my ideas of service and seek out our common Luis Santizo interests and goals, find out what they were interested in and concerned about and use the interaction to discuss Manuel Miramontes my ideas. While others were playing or going to entertainment venues as a diversion, I used these diversions to make inroads in developing a customer base. I worked sixteen hours a day, every day. It is this same work ethic Marcelo Garcia that I continue to employ today, together with the same beliefs and commitment to honesty, fair dealing, and Maribel Baeza putting each and every customer first. Michael Cruz Rocky/George: Is there anything else that you believe has contributed to your success and the continued achieve‐ Michael Smolik ments of The Custom Companies? Mr. Mandera: On a personal basis, the main ingredients for the success of our company has been both hard work Moises Hernandez and dedication to our initial founding principles as well as a very strong and supportive wife and great children. Paul Trippett Within our Company success has resulted from the outstanding good fortune that I have had in recruiting my Ray Molino Senior and Mid‐level Managers and Associates. Their belief in my vision and ideas, and their implementation of Rebecca Barry my desire for a full‐service customer based Company has been the driving force for our success. Rocky/George: Where do you see the company going in the future? Sidney Chung Mr. Mandera: We may research the Truckload interaction with different forms of Intermodal transportation. I Thomas Keegan would also like to expand our Refrigerated Division, perhaps up to as many as 50 additional “Reefers”. I am also Tine Petrovic gratified by the continued expansion and success of our LAX facility, and I believe the growth there will also con‐ tinue. Rocky/George: Thank You for sharing the history of the Custom Companies and your vision for the company. NOVEMBER Re-Certified! November comes Congratulations! During the month of August 2007 we successfully passed our ISO Recertification Au- And November dits. Thank you for the contribution, support and commitment you displayed dur- Goes, With the ing the audit process. You can find the results of the audits in G>Audit Re- last red berries And the first sults>Survellience Audits. Although we were not perfect, we are well on our way white snows. to a Quality Management System that works, where we have continuous improve- ment and are achieving our goals. With night com- ing early, And Don’t stop now…we encourage your daily participation working within the dawn coming Quality Management System. Make sure Quality is a top priority in everything late, And ice in you do everyday. If something is not in compliance, log it in the Recordable Issues Log. Each Manager the bucket And is responsible to review the Recordable Issues Log at a minimum of every two (2) weeks for tracking and frost by the gate. trending analysis. CAR’s (Corrective Action Reports) will be completed for issues that are non- conforming. Using the 5-Whys or Fishbone method we will be able to determine root cause and take The fires burn corrective action measures, which will make it easier for everyone and fosters continuous improvement. And the kettles sing, And earth sinks to rest Un- Let’s start preparing now for our next Surveillance Audit, which is scheduled for January 9-11, 2008 til next spring.
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