order fulfillment, pick pack ship, product distribution, warehousing, sustainability, e-commerce, logistics, services

So You Have a Product…

So, you have this packaged product.  It’s a great product: there is a need and a want for it, your price is market-bearable, and the specs are sound.  You’ve strategized and now you are going to market the heck out of it and sells so many units that even Zappos will take notice.

How are you going to get your orders to your customers?

Sure, you can set up a UPS account, download the necessary software, and start printing labels.  But, then again, who is going to keep selling the product, continue development, expand the product offering, update marketing materials, and implement all of the other various business necessities on a daily basis?

You need someone who can save you time, space, money, and manpower – all of which directly effect your bottom line.  You need someone who can provide order fulfillment, send you and your customers inventory data, and manage in inflow and outflow of your business seamlessly – all of which, when done correctly, help to take your business to the next level.

Maybe we are biased because this is what we do, but even if you don’t choose us, outsourcing your order fulfillment is a smart business decision.  Call us – as I said, this is what we do.

An Amateur’s Guide to Blogging Like a Pro

It’s completely irrelevant as to *why* we at Riley Life Industries are less than optimal at blogging.  In fact, I readily admit that the relative blogosphere would be no less or more with or without our involvement.

All surmised to say, we do it anyway.

As such, and in the continual interest in self-improvement, a guide – from an amateur – on how to blog like a pro:

1. Consistency.  Google likes it, and so do your fans.  From a businessperson’s standpoint, if you can’t do it yourself, ask for help.  The most difficult part of blog writing is the content itself – not the lack of ideas, but the lack of time to put the proverbial pen to paper.  If your salespeople complain that your blog / website is not generating leads, tell them to provide you with halfway meaningful copy to assist.
2. WordPress.  Robust, crowdsourced, inventive, and open source.  The standard by which other blogging engines should be measured.  Beyond the standard, the available  SEO, social media, and website plugins practically do your job for you (assuming you abide by #1).  A perfect segue to…
3. Free Tools.  WordPress, Hubspot, Optify, etc, etc.  If there isn’t a tool for it that isn’t free, you probably aren’t  looking hard enough.  Somewhere, someone has had the problem that you have and has developed an SAAS solution.  In the event you get stuck on something, ask questions, or @ message an SEO expert – shouldn’t be too hard to find one.
4. Keywords.  Imagine that – using targeted keywords in online copy (not that I ever do… although, if anyone has any thoughts on how to talk about “order fulfillment” or “kitting and assembly” then I am all ears).
5. Tags.  Makes it easy to share (Twitter), aggregate (Digg), and discover (IceRocket).  Plus, search engines find them attractive.  Tags should be meaningful, relevant, and scalable – in essence, you should essentially be writing about the same things over and over and tagging them the same way over and over (you know, like the whole “keyword” thing).
6. Call to Action.  A little bird suggested this one – at the end of a post/page/etc get people to do something.  I always figured that since we were so totally cool that it would happen by osmosis or something like that.  Needless to say, I was wrong.

Face of Inspiration – Tony Hsieh

We figured since he was essentially an honorary member anyway (see Missions vs. Profits) that we would go ahead and make Tony official.

Background:

Tony Hsieh is best known as founder and CEO of Zappos.com – the online shoe and clothing shop known mainly for better-than-awesome customer service.  Prior, he founded and sold LinkExchange to Microsoft for $235M.  He is a successful blogger, businessman, and philanthropist, and his customer service, sustainability, and corporate social responsibility ideals influence entrepreneurs and white-collars alike.

Why is he on the wall?:

Beyond his existence as a supremely gifted entrepreneur, Hsieh exemplifies what it means to be a social capitalist.  Zappos’ notorious record of incredible customer service is both iconic and rare.  Hsieh’s personality and leadership are what drive the customer service vision.

What Zappos (and, by extension, Hsieh himself) do for a living is not glamorous, sexy, sheik, or inherently special (you know, like order fulfillment) but it is the way in which it is done that makes all the difference.  Working for the greater good and a more sustainable, progressive world benefits everyone (including your shareholders, just ask Amazon).  Plus, Hsieh’s personal vision on missions and profits further displays his desire to make the workplace about more than just capitalistic gain – but rather an avenue for social, sustainable change.

Missions vs Profits

“Good businesses generate missions to drive their profits.  Great businesses generate profits to drive their missions,”
Tony Hsieh, CEO, Zappos

Bettering the world is about effectuating positive change in your sphere of influence, no matter how large or small that sphere may be.  Inherent to their nature, businesses have larger spheres than individuals.  I don’t know a single business without a mission (or at the very least, a solid desire to do something good).  Some are overt (think “Don’t Be Evil”), some are a bit more subtle (see the Mozilla Manifesto), and some prefer to live it.

The [arguably] sad truth is, the more profits you make, the more of a difference you make.  Further, you can’t make a difference if you are going out of business.

First step: have a mission – believe in something.  Second step: live it (channel Zappos or Mozilla, not Facebook or BP).  Most importantly, use your business as leverage for social change and remember that you can do more with more: mission-focused, profit-centric.

How to Fix the Freight Industry

2)        The problems have already been outlined, and if you have any experience shipping LTL or truckload, you know exactly about what I am speaking.  Let’s go:The impossibility of accurate delivery/pickup times. As an order fulfillment company, this is devastatingly frustrating and counterproductive.  We can’t guarantee to our customers when their materials will arrive without paying [lots] extra for “guaranteed delivery” or some hogwash like that.  Solutions:

• Put real-time GPS trackers in every vehicle.  Have a dispatcher sitting in an office running routing software organize and guide all of the trucks on an up-to-the-minute basis.  When a driver arrives at or leaves a location, the software will know – this way, you can have accurate data on the amount of time it takes at each stop and when customers can expect their merchandise to be delivered or picked-up.

• Have drivers unload/load all freight.  Rationally, you would this is SOP (you know, like UPS and FedEx, the successful freight companies), but it isn’t.  Most companies with whom I have dealt ask the warehouse personnel to load/unload their shipments.  This is why there is such a time discrepancy for drop-offs and pick-ups – there is no consistency (not to mention a relative lack of customer service).

2)      The “I don’t know” default. This is easy:

1. Train your customer service reps.  You know, to actually _know_ the answers to customer questions.
2. Utilize simple software systems to track and monitor vehicles, deliveries, and pick-ups.  We are in the process of developing simple order and inventory management software that will deliver information in real-time about the status of customer’s merchandise and placed orders.  Every single e-commerce solution worth its salt does this.  Why can’t this be scaled for the freight industry?

3)      The black art of pricing. Many industries have this (or their sales reps would like you to think so).  Trucking is extremely cutthroat – high costs and lots of competition lead to game playing.  If a company were to fix this, they could greatly differentiate themselves”

• Try being honest.  Customers aren’t stupid (well, most of them).  We know when you are gouging us.  You know how?  Because Trucking Company A gives you a rate of $600 for a move and Trucking Company B gives you a rate of $200 for the same move.  There is no way that B is 300% more efficient than A.

• Computerize all pricing.  Let your systems determine the availability of drivers, estimated time in transit, fuel costs, etc.  This will make your reps more efficient and give your customers better visibility.

The Trucking Yo-Yo

Downturn in the economy – downturn in the trucking and freight industries.  Economic upturn – the road is far less pothole-filled over the 500 billion miles driven by truckers every year.  As the industry goes, the hand goes, no matter what – the yo-yo is a perfect barometer.

Last year, a good friend of mine in the industry commented that his firm was running at 30% of what they usually do.  “It’s the worst I’ve ever seen it,” he said.  He also mentioned that he had been doing this since the mid-1970s.

On a daily basis, Riley Life Industries deals with no less than three, and often as many as six or seven of these trucking and freight companies.  Taking small-package out of the mix, we correspond regularly with three LTL carriers for our various needs.

All of this to set up the point of this entry: freight companies are, for the most part, terrible.  To be more specific, the major gripes I have are as follows:

1. It is absolutely impossible for a company to give you a time that they will pick up or delivery.  Think the cable company, “Our driver will be there between noon and 6:00PM”.  So, trucking companies, you’ve never heard of GPS or dispatch-routing systems?  When you are the backbone of the American economy, shouldn’t you bother to know _where_ your employees are during regular business hours?
2. “I don’t know” is the preferred standard response from customer service reps.  “Is our pickup scheduled?” “I don’t know.”  “Should I process the paperwork, or will the driver have a copy?” “I don’t know.”  It’s either a lack of training, a lack of intelligence, or a lack of giving a crap.  In any case, it’s unacceptable (see above “backbone of the American economy” comment).
3. There absolutely, 100% is a black art behind pricing LTL and truckload runs.  Between “fuel surcharges”, “shipping lanes”, “available trailers”, and “duties, taxes, and fees” you’d think the quote writers were quantum physicists.  Let me give you a piece of advice: if you mess around with people on price, you will lose clients on price.  And, as we all know, there is always someone out there willing to do the job for less than you.  And I do this for a living.

Enough complaining.  Tomorrow, I’ll tell the companies how to fix their deficiencies.

Face of Inspiration – Richard Feynman

Background:

Richard Feynman was a physicist known primarily for his work in the fields of quantum mechanics and quantum electrodynamics.  For his contributions to the development in the latter field, Feynman received the 1965 Nobel Prize.

Throughout his career, Feynman was involved in many different (often eccentric) projects and fields of study.  While at Princeton University, he was encouraged to get involved with the Manhattan Project on the development of the atomic bomb.  He expressed his desire to assist in building it prior to Nazi Germany did.  He spent a good portion of his academic career teaching at the California Institute of Technology, and later was involved with the Rogers Commission (the Presidential commission to investigate the Challenger disaster).  In addition, he enjoyed experimenting with unique, often unrelated hobbies (juggling, safecracking, lock-picking, drumming, and hieroglyphics to name a few).

Why is he on the wall?:

First and foremost, Richard Feynman is far from average.  He spent his life engaging in bold, eccentric pursuits that both tickled his fancy and furthered loyal (if not always noble) causes.  He was integral in the development of the atomic bomb, parallel computing,  and theories of superfluidity.  He was honest and bold (going as far as to testify in court in favor of a topless bar that he frequented as an office away from his Caltech campus office).  He continues to be an inspiration to students, scientists, and writers.

Most of all, Richard Feynman was himself – a real human being.  No matter what he did, he sought enjoyment and personal satisfaction, while working proactively on positive, valuable projects that furthered the essence of what it is to be a scientist and a citizen.

Face of Inspiration – Steve Nash

Background:

While at Santa Clara University, Steve Nash was twice West Coast Conference Player of the Year.  After graduating as the school’s all-time leader in assists, he was selected as the 15th pick by the Phoenix Suns in the 1996 NBA Draft. He was traded to the Dallas Mavericks in 1998. He became a free agent after the 2003–04 season and returned to the Phoenix Suns.

In the 2004–05 season, Nash was named the league’s Most Valuable Player (MVP). He was named MVP again in the 2005–06 season. Named by ESPN in 2006 as the ninth greatest point guard of all time.

Nash’s achievements include: 2 x NBA MVP, 7 x NBA All-Star, 3 x All-NBA First Team, 1 x All NBA Second Team, and 2 x All NBA Third Team.

Nash is involved in philanthropic work on behalf of young people through the Steve Nash Foundation. In 2006, Time named him as one of the 100 most influential people in the world. In 2007, Nash received Canada’s highest civilian honour, the Order of Canada. In 2008, he received a star on Canada’s Walk of Fame. In September 2009, he was awarded an Honorary Doctor of Laws degree by the University of Victoria.

Why is he on the wall?:

Steve Nash is not the prototypical NBA MVP.  Have you seen him?  He’s a 6 foot 3 inch point guard who was born in South Africa to British parents.  He grew up in Canada.  He attended Santa Clara University, a school that has only produced 15 NBA players ever with Nash being the only All-Star or MVP selection.

Steve Nash has not only stayed out of trouble but has become known for his philanthropic efforts, in particular on behalf of children through the Steve Nash Foundation.  This foundation was established in 2001 in order to fund projects that provide services to children affected by poverty, illness, abuse, or neglect, and create opportunity for education, play, and empowerment.

Nash is also environmentally conscious.  He wrote and produced a commercial for Nike called “The Sixty Million Dollar Man” to advertise their eco-friendly Trash Talk shoe, the first high-performance shoe to be made (as requested by Nash) from recycled materials. Nash has worn the shoe since February 2008. The ad was released on Earth Day 2008.

Overall, Nash is the unlikeliest of leaders at his craft who has a passion for the environment and a heart for service.  Reminds me of Riley Life…

PKN Raleigh – Tonight!

As usual, this is just a shameless plug.  I will be giving my “enlightening” I am Iron Man presentation tonight at 8:00PM at Pecha Kucha Night Raleigh – register here

Face of Inspiration – Malcolm Gladwell

Background:

Malcolm Gladwell began his career writing for various publications before becoming a writer for The Washington Post in 1987.  He has been staff writer with The New Yorker magazine since 1996.

Malcolm Gladwell is the author of four books, The Tipping Point: How Little Things Make a Big Difference (2000), Blink: The Power of Thinking Without Thinking (2005), Outliers: The Story of Success (2008) [all of which were number one New York Times bestsellers], and his latest book, What the Dog Saw: And Other Adventures, which was published on October 20, 2009.

Gladwell’s 1999 profile of Ron Popeil won a National Magazine Award.  In 2005, he was named one of Time Magazine’s 100 Most Influential People. In 2007, he was the recipient of the American Sociological Association’s first Award for Excellence in the Reporting of Social Issues. Additionally in 2007, the University of Waterloo awarded him an honorary degree – Doctor of Letters.

Why is he on the wall?:

Malcolm Gladwell thinks about the world in a unique and extraordinary manner.  He writes with a focus on sociology, psychology, and behavioral economics.

Much of his writing aims to answer questions that resonate throughout our lives, including –

• how do certain trends catch fire and reach unimaginable popularity,
• why spontaneous decisions can be better than planned out ones
• what factors in our lives contribute to our success
• how can we reduce crime rates
• how do investment gurus master the stock market
• can we solve the problem of homelessness

Gladwell also has a unique way of finding peculiar topics and using each as the key to some larger meaning.

Gladwell’s theories have received great acclaim and criticism.  Regardless, he has an ability to logically and scientifically resolve complex issues in a simplified manner.

“Gladwell is a writer of many gifts. His nose for the untold back story will have readers repeatedly muttering, “Gee, that’s interesting!” He avoids shopworn topics, easy moralization and conventional wisdom, encouraging his readers to think again and think/ different…Some chapters are masterpieces in the art of the essay.” (The New York Times Book Review by Steven Pinker )