[he weak link n NC's chain
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IRIAN HAYWARD has done nuch for National Carriers since le became group managing Iirector. As well as having remendous drive, he has the :outage to look facts in the face Ind to admit the unpalatable. A disappointment is the failure g the parcels sector to reach his ig h expectations. "Too often ,ve fail the client," he complains n Link, the house magazine, 3Ithough the company has one of the first fully computerised documentation and parcels tracking systems in the industry.
"But," he continues, "all this investment is wasted if there isn't proper attention to customer service .. . we need the client more than he needs us. There are plenty of competitors out there eager to take on his account."
Now that the staff own the company, they have every incentive to pamper the customer.