The UK freight industry’s only dedicated conference and exhibition – Multimodal – returned to Birmingham’s NEC centre last week and, being the largest forwarder in the neighbourhood, we popped in to catch the industry gossip and meet up with customers, partners and suppliers in the hall. 

We are big advocates of Multimodal, in showcasing our industry, and really value the work that Robert Jervis and his team have down over the years to make Multimodal the juggernaut of an event that it has become!

While we may not always have the opportunity to exhibit at Multimodal, we are happy to provide expert speakers, support key partners like our industry association BIFA and participate in the Multimodal Awards, which have become a regular diary event.

And with the NEC literally around the corner, our team are encouraged to visit the show, to develop their industry knowledge and meet key contacts.

After several years of sky-high profits and basement-level service it was probably not surprising to see so many ocean and air carriers exhibiting, in an effort to promote a more customer-friendly and conciliatory image.

Perhaps understandably, many shippers and forwarders, having endured poor communication and woeful service levels over the last two years, simply wanted to ‘vent their spleen’ at the carriers’ representatives. 

From our perspective, the carriers' presence presented the ideal opportunity to reinforce the personal relationships and shared understanding, that build the foundation for a better  commercial understanding and can get so many positive things done - behind the scenes.

We were particularly pleased to see the exhibiting premiere of our group shipping line, Ellerman City Liners, who were promoting their new Express Europe - USA service, which, judging by the crowds on the stand, was very well received.

Founded over 120 years ago, Ellerman’s heritage is steeped in British maritime history, with its substantial merchant fleet providing a massive contribution to the country in peacetime and during both World Wars.

It is with immense pride that we see this sleeping giant bought back to life, as part of our group of companies and wonderful to see our colleagues so warmly received in Birmingham; home of Multimodal and Metro.

To discuss any of the issues raised in this article please EMAIL Andrew Smith, Chief Commercial Officer.

Quarterly staff engagement surveys, together with international exchanges are helping us to create a better work place, with the most positive culture, while reducing staff turnover and increasing productivity. In building a better work environment, we are enhancing customer relationships, with fulfilled employees that are our best advocates.

When we are truly engaged at work we become more energised and effective, often going beyond what’s expected of us and positively influencing those around us, which includes both colleagues and customers.

Employee engagement directly impacts business operations and performance, but it also helps leaders understand their employees' needs, as well as identifying ways to improve morale and create better work environments, to better serve their customers.

Good employee survey response rates are between 70-80%, while anything above 90% is considered exceptional (source; PeopleInsight). Metro’s latest staff engagement survey achieved a 95% response rate.

Aggregated across eight work-related areas and 19 topics, Metro feedback ranked above industry benchmarks in every recorded area, with overall engagement scores 16% above benchmark and teamwork scores that are almost 50% above benchmark.

Site visits - and particularly international trips - provide insight, context, and understanding that cannot be achieved at the desk, and employees who know that management is concerned about them as a whole person are more productive, satisfied, and fulfilled, and satisfied employees mean satisfied customers.

Management, team leaders and operational staff from our new Chennai office have spent time at our Birmingham Global HQ, with three groups joining their UK colleagues for training and collaboration.

At the same time UK personnel have been embedded in India, to provide systems training, with further tranches following in the summer, to share best practice, insight and understanding. 

Paul Moss, Metro’s Head of HR, “Regular anonymous staff surveys help us to track and understand what our employees need, as well as identifying ways to improve morale and create a better work environment. Our engaged team work harder because they like what they do and really do care about customers, consistently going ‘above and beyond’ to ensure our clients have a great experience.”

“With 61 dedicated professionals now stationed in our Chennai office, our overseas colleagues have become an integral part of our service provision across various areas. Their presence allows us to provide round-the-clock coverage and assistance, ensuring uninterrupted support to our valued clients.”

“By nurturing a global network of talented individuals, we are proud to expand our reach and deliver exceptional service worldwide. This collaborative approach exemplifies our commitment to delivering unparalleled value and support to our customers, now and in the future.”