TSI (formerly Transit Systems Inc.) has made the Inc. 5,000 list 9 times out of the last 14 years. Making this list one time is difficult, but for a moving and shipping company to make it nine times? That takes strategy. To learn a bit more about how we’ve achieved this, we interviewed our CEO Chris Smith.
What would you say is the biggest factor in helping you achieve an Inc. ranking 9 times?
“Delighting customers”…it’s our company mantra. We make every effort to deliver customer experience. It starts from when a potential lead arrives at our website. We do our best to give them instructions on how to ship, how to prepare for shipping items or moving, and then we provide them with the easiest solution that meet their own individual needs. It doesn’t matter if it is a personal or commercial account, someone who wants to move a priceless heirloom or their entire house, everyone is treated the same and with respect.
Our customer experience begins with how we recruit and hire our team. By recruiting the right type of employee in our service department, and treating them with respect, they can pass that same open-eared and positive attitude to help our clients feel confident. Shipping expensive items, heirlooms that can’t be replaced or even moving to a new home is stressful. Our team knows that it is their job to help alleviate concerns and walk everyone through like it was their own family members or friends.
We also have something unique with hiring. We do not hire industry people! If we’re being honest, the shipping and moving industry doesn’t have a great reputation for customer service. We like people who come in with fresh ideas, who want to learn and haven’t become jaded with other companies. Although we do break this rule for the right candidates, training from the ground up not only lets us instill our company culture into the person, but we can then help them to grow professionally within our company as well.
What makes your company unique?
We understand that people don’t normally ship or need shipping services every day. Corporate clients that need to move may have never experienced the process before. Because of our experience with almost every type of client, we can walk them through the process while providing a dedicated team to help answer questions and ensure our clients feel confident before, during and after their move. Even if it isn’t a service we offer directly, as long as it is within our expertise, we’re here to help our clients. If the person needs packing materials, we can provide a solution. If they want insurance, we can make recommendations. Our goal is to make our clients moving and shipping easy and worry free.
How do you plan on scaling to achieve another Inc. listing next year?
We’re expanding to new markets within our niche. There is a demand for affordable and high-end moving and shipping services. We’ve launched Moves for Seniors to help the elderly. GoSend is helping consumers overseas be able to shop in the US to save money and get huge discounts when shipping to their home country. We even offer a service for college students called Cheap College Movers. As these brands take off, we’re not only continuing to help people through what was once a nerve-racking process, but we’re seeing growth that can help us get a 10th listing on the Inc. 5,000. We welcome anyone in need of shipping or moving services to give us a call at 800-626-1257 or click here for your free quote. We look forward to serving you!