Mario Harik

The way we think about it in business, your customers are everything.

Ultimately, a customer has a choice.

A customer can either decide to use you or use one of your competitors for the service that you are providing.

But what was different is that we actually split the company into three pieces.

And now the entire management team was focused effectively on our less than truckload business.

And part of our strategy was to make sure that we are delivering the best service possible for the customer.

Because ultimately in business, you have to make a very conscious choice about what is your product that you are selling to the customer.

In our business, a higher service level enables you to sell supplemental services to the customer, and these typically come at a higher margin.

It also enables you to gain more profitable market share because your customers want to do business with you.

And what we have done effectively was meaningfully improve our service product through the years.

And this has led to effectively us being able to either gain market share or expand margin with customers as well.

Now, these things in business are easier said than done, because especially in trucking, we have 40,000 people in the company.

Here in North America, we have about 23,000 people.

So you are influencing the behavior of tens of thousands of people in terms of every time they touch a customer, they touch a customer's freight, that they want to handle it as if it's our own, as if it's going to our own house.

And that has a cultural component, has compensation components, has systems components, how we track it, how we hold people accountable to it, has investments that we have made in multiple tools along the way as well.

And we've improved our service product tremendously through the years.

So I think high level, if you break it down as a business, we have a plan, we have a strategy.

And by the way, your plan cannot be very rigid.

You have to be open to change that over time as new information comes up as you execute on it.

But that plan has high or big levers of how you're going to improve the profitability of the company ultimately, and how you're going to create shareholder value subsequently as a result of that.