The Upside of Not Being Everything to Everyone
While many firms try to be everything to everyone, Pegasus Logistics maintains a firm commitment to securely and
One example is handling products that are considered expensive, such as
“We know what we do best and that’s what we do,” Stanley adds. Maintaining this focus can mean turning down orders that fall outside Pegasus’s
core competencies. While it’s always difficult to walk away from
Over the last almost 25 years Pegasus has worked tirelessly to
Understanding Clients’ Business
To execute this strategy, Pegasus employees must understand not just their clients’ logistics functions, but their business operations, products, and challenges. To that end, Pegasus employees often work with representatives from across a range of departments within their clients’ organizations, including transportation, shipping, planning, procurement, customer service, and sales. Pegasus also hires individuals with expertise in different industry verticals.
These steps enable Pegasus employees to prioritize its customers’ concerns, whether they require ensuring materials will be delivered in time to keep an assembly line running, or that an expensive piece of equipment is treated with care. With some clients, Pegasus employees attend their industry events to ensure alignment. “We work to intimately understand the consequence of failure. We invest heavily in making sure we are aligned with our clients, understand their competition, their industries, and what truly makes them successful. This knowledge allows
Some other logistics firms claim to take a similar approach. However, their efforts often are dispersed across many areas of logistics, Stanley says. That hampers their ability to provide the insight and high-touch service needed to effectively handle shipments of consequence.
Pegasus takes the “creating solutions that best fit the customer’s needs” beyond just transportation, and carries that mentality into other aspects of their supply chain solutions. For one client, they act as an extension of their client’s own shipping, warehousing, and receiving departments. Pegasus tailored its services to the clients’ needs, has dedicated resources and
In addition, some companies are handcuffed by their networks of trucks, planes, and other assets, Stanley says. For instance, some clients will be best served by using specialized trucking equipment to ship their products. A logistics firm that owns standard trucks may opt to use those, even if it’s not best for the client. Pegasus, in contrast, will turn to its broad, deep, and
Investing in the Development of Their Partners and People
The firms included within Pegasus’s network undergo a thorough vetting process, Shoemaker says. Pegasus employees evaluate their facilities and security
When it comes to their people, Pegasus understands when you’re catering to the shipment of consequence you need an A team supporting it. “It’s about hiring to very specific attributes and characteristics that we feel are at the core of what we call an “A” player. From there, we invest heavily in development, both internally and externally. Internally, we’ve dedicated an entire department to cultivating talent who run our Next Level Leadership groups, lunch and learns as well as one-on-one individual coaching. Externally, we invest heavily in sending individuals to outside leadership development academies to help not
A case in point: Pegasus’s customer service employees have authority to terminate and recover a shipment, and then fly it where it needs to
High Touch Model:
In both its transportation and warehouse solutions, Pegasus remains committed to quality service. “It’s the extra phone calls, the extra attention to detail,” Stanley says.
To maintain this commitment, Pegasus will continue to focus on shipments of impact, Stanley says. Other types of shipments—of, say, lower-value commodities with no critical business impact—typically won’t cover the investment required to maintain high levels of service.
While Pegasus works intelligently and automates where appropriate, it also remains committed to personally handling shipments and allowing employees to do all they can to meet customers’ needs. “We’re still
Many other companies also would like to focus on shipments of impact. However, few are willing to dedicate the resources needed to effectively implement this strategy. Pegasus discovered long ago that there is a gray area in most every supply chain where there’s value to responsiveness, value to flexibility and more so value to service. The cost of failure is significant, and these are areas that require a logistics partner who is going to