Ryan Petersen

But it really exposed some flaws in our operations.

And we were remote for way too long, work from home, which just doesn't work in our industry, maybe in any industry, but certainly not in logistics.

You need to be, like, in person, collaborating, partnering with the assets, et cetera.

Really exposed some flaws.

Like, we would just, prior to COVID, just send a truck to the port, pick up the container.

Yeah.

And you take it for granted.

Yeah.

But during that time, you couldn't get appointments.

You couldn't get trailers, the chassis to go to all the containers.

There's not enough capacity.

It was like the operation was really failing in a lot of ways.

By the way, same for all of our peers and other freight forwarders.

Everyone was kind of in the same boat, but that's not how, that's not an excuse.

We want to be the best.

And we didn't feel like we were winning for a period there operationally and like how we serve customers.

Our net promoter score like was always in the 70s, which is a great, good metric for customer satisfaction.

And that like collapsed.

I forgot how it got to like 17 at one point.

It was pretty bad.