Webinar Replay #54: Client Spotlight featuring Tim Gould Risk Officer at Spartan

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Steve Kessler: Good morning. Everybody.

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Steve Kessler: Welcome to the INFINITI Fleet Safety Training Fast Forward Webinar Series. My name’s Steve Kessler, and I’m gonna be the host for the program. Today

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Steve Kessler: I appreciate you all joining this. I know it’s difficult sometimes to take a few minutes out of your day, but we certainly appreciate you being here. We got a really enjoyable program for you all this morning. From time to time we try to spotlight some of our clients out there and speak to them about

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Steve Kessler: the INFINITI Workforce software product and find out how they’re using it and how things are working for them. It’s also an opportunity for y’all to ask questions if you would like to ask some questions. Our guest today is Tim Gould.

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Steve Kessler: Tim’s the chief risk officer for Spartan Carrier Group over in Fort Worth.

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Steve Kessler: One thing I would like for you all to do if you don’t mind if you would jump on the chat box down there, and type in, you know who you are and what company you’re with and where you’re from so we can get to know who’s there.

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Steve Kessler: I see some of our good customers logging in and thank you all for doing that. But let me just introduce our guest Tim, this morning. Tim, as I said, is the chief

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Steve Kessler: risk officer for Spartan Carriers. Tim, is a proud military veteran and a former law enforcement officer

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Steve Kessler: Smith system instructor, and he’s got a really strong background. Tim’s worked with companies Fortune 500 companies all the way down to little startup organizations and help them with safety and compliance.

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Steve Kessler: He’s he’s pretty well known, obviously in the industry for creating best in class safety programs, and actually has a reputation for getting programs in place that reduce accidents by as much as 50, and I’m sure that’s a goal. Everybody that’s tuned in today would certainly like to reach that.

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Steve Kessler: Tim’s got a BA degree, a master’s degree, and I think that’s business management, Tim, and also a Ph. D. And I do know one of the things that Tim is very proud of is he volunteers as a driver for the Shriners Hospital

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Steve Kessler: and helps transport children and their parents

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Steve Kessler: to the hospital during those times of of need, and I know it’s something that Tim’s very proud of. So Tim, good morning. Welcome, sir. Appreciate you being here.

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Tim Gould: Thank you, Steve. Yeah, it’s a very pleasure and and honor to be invited.

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Steve Kessler: Great. Thank you, Tim.

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Steve Kessler: So let’s just kick this off, and I want you just tell us a little bit about Spartan Carrier Group. You know what you do and how long the company’s been around. Just tell us a little bit about the Spartan.

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Tim Gould: Okay? Well, our being started in June 2021 or July first and 2021, maybe. Eventually. We so it’s a fairly new company we had a

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Tim Gould: a lot of us that had come from another company a Fortune 500 company was right after the pandemic with a mission and a vision. We really wanted to be

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Tim Gould: really, just a transportation solution type of company.

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Tim Gould: So a couple of the stepped out on faith. About 4 of us, initially.

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Tim Gould: and

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Tim Gould: have just systematically started

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Tim Gould: helping companies. their transportation solutions, problems. And we’ve developed now into

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Tim Gould: a pretty decent size company over the last couple of years. We’re probably 40 – 50 million dollars worth of revenue already, and we anticipate a continuing growth.

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Tim Gould: And that and I was initially hired to do safety and compliance for the company. And

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Tim Gould: since taking on the role of chief risk officer covering all the

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Tim Gould: compliance, HR, and safety

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Tim Gould: much any other thing that they can’t quite figure out. They they come to me and say, Hey, this sounds like a risk issue. Can you take care of it? So it’s been. It’s been a fun ride so far.

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Steve Kessler: Sounds like you wear a lot of hats there at the company.

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Steve Kessler: Very good, very good.

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Steve Kessler: I’ve set up kind of a series of questions that I’d like to have, and, by the way, folks those of you tuned in. If you have a question, you can go ahead and and type it in that chat box that way, we can try to take your questions and get those answered. So if you think of something you wanna ask Tim during the program feel free to go ahead and type that in the chat box.

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Steve Kessler: So Tim, tell us, have you been using the INFINITI system right from the start of Spartan? Or is that something very beginning and it was simply just due to signs and and being a startup, very limited, start off. We’ve been with INFINITI since August the 2022. I use it

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Tim Gould: with the former company safety side. So I knew sanity and was very excited. We got to the point that we can launch INFINITI into our into our company, first opportunity I jumped on it.

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Steve Kessler: Very good. Thank you.

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Steve Kessler: So tell us. You know. Obviously, you train your drivers on the system? Are there other people in the company that take part in in in training on the system?

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Tim Gould: Oh, yeah, every single one of our employees, drivers and staff employees. Approximately 121 drivers are involved

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Tim Gould: and and the INFINITI system. So it’s not just a platform for drivers. We use this platform company wide for everybody.

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Steve Kessler: Okay, so you’re talking about dispatchers and mechanics and people in the office. And so.

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Tim Gould: yeah, even all the way up to the CEO, I mean, and your custom content that you all came out with this really just exploding the system

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Tim Gould: it may get something that was valuable for the entire company. So we do have obviously the video training. We can, we can implement that company wide.

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Tim Gould: but the custom content, because of that, it really opened up the entire company

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Tim Gould: to have a single training program that we can communicate to all of our all of our employees.

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Steve Kessler: That’s great. That’s fantastic.

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Steve Kessler: just move on here. you know, obviously in this is kind of some commentary by me. You guys are using this enterprise wide in your company. And it’s this business of a safety culture

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Steve Kessler: is something that we’re hearing more and more and more about.

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Steve Kessler: And it’s something that, as from our company, from our standpoint it’s gonna be important, we think, going forward to really focus on a culture of safety throughout your entire company.

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Steve Kessler: You know we’ve had a lot of

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Steve Kessler: of FMCSA regulations. You know. We had CSA put in place, you know, 12 – 13 years ago

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Steve Kessler: we’ve had e-logs put in place

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Steve Kessler: we put the Drug Clearinghouse in place. And yet a lot of these those things that we’ve all spent a lot of time, energy, and money on haven’t really reduced the fatalities and accidents out there on the road, and we feel like

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Steve Kessler: companies have to kind of move

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Steve Kessler: more towards an entire culture of safety, to kind of ingrain that in their business you have comments about that is that something you’re trying to get at Spartan.

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Tim Gould: So yeah, this the INFINITI is

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Tim Gould: in order to enhance our safety culture. We want to have a

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Tim Gould: safety culture within our company

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Tim Gould: start to reduce CSA scores

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Tim Gould: it helps to reinforce the safety culture that we practice in our company

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Tim Gould: safety is so important to us that we don’t start any meeting, even if it’s the executive meeting

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Tim Gould: in a conference room

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Tim Gould: every time we meet. There’s a safety message at the end of every meeting. There’s a safety message. So is that consistent, constant message of safety, safety, safety that way, we always thinking, and nobody knows who’s gonna get called for the safety message. So

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Tim Gould: everybody comes prepared.

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Tim Gould: Have a safety message. It’s kind of important safety

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Tim Gould: as a mindset.

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Tim Gould: and the program just helps to reinforce and reinforce.

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Tim Gould: and you can give them some ideas honestly.

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Tim Gould: For some of the safety documents.

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Steve Kessler: No, that’s great. Yeah. One of the the things that I

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Steve Kessler: think about. When you know people ask well, what exactly is the safety culture? And my best answer to that? And I’m hoping you’ll agree with me is doing the right thing when nobody’s looking

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Tim Gould: absolutely.

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Steve Kessler: you know, when you’re when you’re at that point, then I think you truly have a culture and and just kind of back that up a little bit. We’ve had occasion enough to talk to some of the attorneys that defend trucking companies, and if you can demonstrate

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Steve Kessler: a culture of safety. It goes a long way for them to be able to stop some of that punitive damage that they often want to do, because if you can stand in front of the court and say, you know what we train our people in the payroll department about safety.

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you’re demonstrating that you

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Steve Kessler: are focused on safety totally. You know, people are gonna make mistakes from time to time, but it shouldn’t necessarily be looked at as a fault of the company.

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Tim Gould: Absolutely. I think due diligence is is critical especially with the

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Tim Gould: kind of nuclear vertex that are out there, that any time that we can show that we’re doing our complete due diligence. But now you do have an error, you know. Now you do that. But literal accident it was, it was isolated incident. It’s not a it wasn’t something that’s branded negligence.

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We all make mistakes from time to time.

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Steve Kessler: Okay, so

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Steve Kessler: how are you currently using the system, I suspect, probably crossed all these things I’ve got here on the screen. Is it something you use as part of your orientation for new drivers?

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Tim Gould: Yeah, absolutely. It’s it’s it’s automatically part we integrate with TenStreet. So it’s already integrated into our new driver onboarding, we have the orientation we’re able to customize some content on there that we can make it very specific, although INFINITI has such a great library of videos a lot of that is coming straight out of these in any program.

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Tim Gould: We use it to communicate special notices that targeted demographics on terminals. Since we have terminals spread all over the country. We’re able with INFINITI to categorize those drivers by terminal. And we can isolate specific training for specific terminals as needed

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Tim Gould: we to publish our new policies, any SOPs that we need to get in front of every driver very quickly. Again. Another thing I love about this.

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Tim Gould: The system is that when we load that up we assign it to the folks automatically, they get a notification that there’s something that they need to go into and see very quick response.

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Tim Gould: Usually within that next hour we start seeing the completions of those employees getting those notices.

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Tim Gould: Of course we do. Monthly continued training, and I gotta give a great shout out to your staff on this one, because as a safety director and our safety team

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Tim Gould: still in a relatively small company. But for our safety team is still relatively small.

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Tim Gould: Be able. Your team was able to help line us up and to

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Tim Gould: block out an entire year worth of monthly training, and you don’t know how

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Tim Gould: well done

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Tim Gould: that is to us to be able to send one day walking out an entire year

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Tim Gould: of training that way, we know, are some targeted areas.

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Tim Gould: automatic generated every month after the driver. So continued monthly training that you guys get us.

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Tim Gould: And then, of course, we use it for corrective action training,

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Tim Gould: Any kind of retraining preventable accident any kind of failed sessions. We use either use to reinforce

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Tim Gould: good behavior. To answer. The bad

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Tim Gould: philosophy is, we’re always going to answer, and on state back

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Tim Gould: proper training.

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Tim Gould: We’re making a good good habits.

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Steve Kessler: Fantastic I would assume. Also you have some departments thinking, maybe, of human resources that may. And I think that’s part of your world to Tim to perhaps use the system for HR type content, you know. Maybe letting some of your front line managers understand some of the EEOC regulations and all that sort of stuff that’s become more and more important as time has gone on.

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Tim Gould: Yes, absolutely. You bet every one of our departments. Every head of our department has their own

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Tim Gould: trader for their user group.

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Tim Gould: They got the full blanket for the

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Tim Gould: A Very.

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Tim Gould: It’s gonna be relevant to them, or they wanted to have new content for their particular department.

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Tim Gould: Can I stay in in training? Yeah.

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Steve Kessler: that’s fantastic.

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Steve Kessler: awesome. So this is a question that we hear quite a lot.

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Steve Kessler: You know, we’ve got our system in place. And

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Steve Kessler: you know, how do we get the drivers or the other people in the company. How do we get them to complete the training? What’s your policy on that? Then? How do you get that?

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High completion rate. Tim.

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Tim Gould: Well, you know, again, it’s

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Tim Gould: It really kind of goes to the safety culture. So we established that right from the hiring process that we are a safety culture that we

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Tim Gould: communicate to them that there will be training. There’ll be continued training, you know, every professional organization. If you’re gonna call yourself a professional would distinguishes you as a professional is continued education.

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Tim Gould: No doctor is a professional. He has continued education, law, enforcement, professionals. They have continued education. It’s no difference with the professional drivers, so we tell them right up front that there will be continued education, because, as you mentioned, things change.

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Tim Gould: wall change and and stuff. So

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Tim Gould: we established that from the hiring point of

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Tim Gould: driver coming on board our safety department works with it.

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Tim Gould: So our terminal managers are also on board with this safety culture.

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Tim Gould: And they managed those drivers and the training. So they all get notifications. Who hasn’t completed on it

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Tim Gould: after a while. Usually the big pickup is probably the first 30 days. That’s about how long it takes to train. Have it.

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Tim Gould: So in that first 30 days we give a lot of

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Tim Gould: special attention to new onboarding

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Tim Gould: to make sure that they’re comfortable, that they understand the system. And we kind of stay down for a little bit for 30 days. After that they know that there’s the drivers and didn’t know that there’s accountability and staff. They know that when they get an assignment that they can complete it.

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Tim Gould: 30 day period.

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Tim Gould: we formed that habit

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Tim Gould: continuously discharged it.

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Tim Gould: Accountability elements of training completed

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Tim Gould: just a little bit every day, and once they understand that there’s accountability. Drivers tend to get on board get very, very good completion ratio.

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Steve Kessler: That’s awesome, you know it’s it sounds like because of the culture that you’ve put together. I mean, the drivers come to realize pretty quick that they’re not going to participate in this training. They’re probably not going to be in the company very long.

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Tim Gould: It will be happy here. Yeah. So

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Steve Kessler: you’ve you’ve kind of set the prerequisite for how it’s gonna go before they even come on board to company.

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Tim Gould: Yeah, think that’s that’s fantastic.

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Steve Kessler: Might take you a little longer to find that person. But in the end you’ll have one that’ll stay with you.

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Steve Kessler: So one of the things that is pretty important, and you and I’ve talked about this before, Tim. But

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Steve Kessler: you know, one of the things we’ve come to find out. You know, online training is fairly common in the industry today, and one of the things that we have found that these billboard plaintiff attorneys out there, the ones that are trying to get all of our money.

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Steve Kessler: I’ve learned to ask about the completion percentage that you have with your online training.

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Steve Kessler: And I’d be curious to know about where you’re following with your completion percentage.

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Tim Gould: Well, I feel good that you asked that I just happened to meet with my director of safety this morning just to get an update. I kind of felt like I.

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Tim Gould: So I wanted to get his feelings on where we are. And

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Tim Gould: typically we are around 90 percentile that we have about every month. So we schedule our scheduled training in the beginning of the month. The drivers on their monthly training we give them

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Tim Gould: to complete that. None of that.

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Tim Gould: There’s a 10% line. Typically.

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Tim Gould: we’ll do a hundred percent completion.

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Tim Gould: That’s that’s the only

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Tim Gould: that we don’t put this training out there for it to flow. want this time to be taken. So we’re going to stay on top of it. So we we typically do a lot of

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Tim Gould: that range.

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Tim Gould: And then that 10% is really just lag of new drivers.

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Steve Kessler: Yeah.

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Steve Kessler: you know, when the when we’ve talked to some of our defense lawyers out there, you know the they have heard from time to time, you know. Companies reply to that question I just ask you is, you know, 30.

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Steve Kessler: Well, that just turns into ammunition for the plaintiff lawyers, because, they’re just gonna look at the jury and say, well, they’re not serious about this, so their people don’t even take the training that they’ve got.

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Steve Kessler: But on the other side of that coin, if the answer is what you just said that it’s more than 90%, and the goal is 100.

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Steve Kessler: Then the defense lawyer is, gonna tell the jury and pass that around. And this is all this goes so far to make you defendable and more insurable.

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Always

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Steve Kessler: people training and getting that kind of a completion rate that just makes a huge difference when you do end up in one of those situations where you have to prove up what you’ve done. And

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Tim Gould: I agree, I think, that you know, and I think the key of it is that we don’t just have the safety department managing this program again, going to the safety culture because it’s our culture. It’s not just the safety department doing it.

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Tim Gould: It has to have the buy in of the operation staff, too, because they manage them

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Tim Gould: right, and everybody is held accountable. Everybody does their little part, and I think that’s a real key.

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Tim Gould: If everybody does their little bit.

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Tim Gould: then this doesn’t become laborious, and it doesn’t come over.

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Tim Gould: Yeah, the education and the drivers will perform.

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Tim Gould: But it does no good to have a great safety program

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Tim Gould: sitting on a shelf

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Tim Gould: that doesn’t help anybody, does it’s more of a determent than an asset? Yeah. System. You actually have to use

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Steve Kessler: great, awesome

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Steve Kessler: One of the other things that that I think you mentioned that you know you’ve mentioned custom content, and that’s, you know, one of the things that we’ve made quite easy for companies now to put custom content into the system? You have quite a lot of custom content, Tim, can you expand on that? And what kind of stuff do you put in there.

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Tim Gould: This is probably one of my biggest joy when you all introduce the custom content because, I have many, many, many types of custom content. It’s one of the priceless pieces that I love so much about the system. It’s so easy, and it’s so quick

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Tim Gould: world where we have drivers all over the country. The ability to communicate to them with special notices to training videos.

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Tim Gould: It’s super critical.

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Tim Gould: As we all know in in business communication is a key to fix that

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Tim Gould: gives us that ability, the custom content system. Well, it’s really only limited to your imagination. So we’ll have Doc and the ability to have that driver sign and acknowledge. Now I’ve got dated and sign acknowledgement.

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Tim Gould: This is crucial.

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Tim Gould: It’s it’s really really limited to your own imagination. So we’ve got everything from policies to videos

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Tim Gould: kind of message that we need to communicate after that drivers.

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Tim Gould: My go to source for that, because I can deploy so quickly gives you a chance to to react to something. If you need to put something out quickly.

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Steve Kessler: I also happen to know, I think, that you’re one of the companies out there that

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Steve Kessler: make sure everybody has copies or reads and understands of Federal Motor Carrier regulations.

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Steve Kessler: Yeah, it is. Yeah. Yeah.

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Tim Gould: So when we were started, and I’ll tell you.

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Tim Gould: starting out, our resources are so limited.

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Tim Gould: The other companies and other companies that I work for

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the

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Tim Gould: we start stocking up on that, and we add in without other carriers and stuff. Same thing. We would use that same thing, and

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Tim Gould: those little things are about or so, and every driver that started orientation

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Tim Gould: thought, well, you know what we got this custom content with INFINITI

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Tim Gould: handbook and all the rays are right there online.

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Tim Gould: I did a massive Pdf download, and I was able to slap all those right into a Pdf, so whenever our drivers are on board, they automatically whenever they sign in, it’s automatically in the resource there that

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Tim Gould: CSR guide.

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Tim Gould: So

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Tim Gould: right, I think I’ve actually even

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Steve Kessler: yeah, we have a digital version. I think now that’s available for everybody, and thank you for that, Tim. Alright. So

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Steve Kessler: you know, how’s it working overall, is it made positive changes? Do you feel like you’re, you know, getting better CSA results, is it working?

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Tim Gould: It works fantastic again. There’s not a day that we don’t

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Tim Gould: good you know, at the beginning the custom content first came out. There were steps in the beginning.

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Tim Gould: gathered feedback

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Tim Gould: clients, and I love that because

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Tim Gould: and I mean that respectfully, I don’t know a lot about the computers and stuff. And I really appreciated that. You guys created a form and said, hey? What do you think?

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Tim Gould: Custom, content thing and working? They were a little awkward, a few awkward spots for us. Intelligent

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Tim Gould: very user. Friendly in there. Custom content.

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Tim Gould: very, very smooth, very friendly.

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Steve Kessler: Yeah. And 1 one of the things we’ve come to know. You know, we have a lot of good content in the system. But you know, personalized custom content for a company, I think, kind of takes you to the next level

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Steve Kessler: number one. It proves a real serious

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Steve Kessler: safety situation in your company. But also, I think your your users out there, the drivers and other people in your company, you know, appreciate having people they know as part of this training content. Perhaps you’re you’re showing some of the equipment that the drivers use people they know equipment they use. It has more of a positive impact on people. And I’m always glad that.

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Steve Kessler: But to hear when companies have a lot of

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Steve Kessler: custom content, because that is another indicator of a real strong safety culture. If you’re just taking things off the shelf, and that’s all well and good, it’s good content.

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Steve Kessler: But you’re taking it to the next level.

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Tim Gould: When you’re utilizing custom content some frequency. I don’t know how many you had in there look like you had almost 200 different pieces of custom content in there. So

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Tim Gould: that’s all your bandwidth

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Tim Gould: drivers scattered everywhere.

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Steve Kessler: Yeah, we

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Tim Gould: utilize this as much as we can to really

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Tim Gould: faces with the name. You know, we’re we’re such a digital

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Tim Gould: yeah text and everything.

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Tim Gould: You know, CEOs, your operation manager, safety directors, all of the people

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Tim Gould: that the drivers care about that never will get to see. It’s a great, great, quick way, literally on your phone

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Tim Gould: to wish your your drivers out. Merry Christmas. A Happy New Year. Yeah, just little down by side. Yeah.

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Tim Gould: you can publicize that. The way to connect staff with the driver

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Tim Gould: really helps to increase that drive, too.

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Tim Gould: Absolutely. All the after 10 they don’t have to wonder.

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Tim Gould: I’ve had a a conversation with the market leases

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monthly.

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Tim Gould: so that it makes that connection a little bit.

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Steve Kessler: So you have, you know, the opportunity to, you know, have a touch point with them on a frequent basis. And I you know nobody likes to be ignored. And I think

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Steve Kessler: the more you can touch and reach out whatever the you’re trying to accomplish is important. So

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Steve Kessler: thanks for all your answers. Do you have any future plans? Anything else you got in mind that? You want to try to do with the system?

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Tim Gould: Well, you know. Tell me you asked, because just yesterday you are right in the midst of doing at at the end of.

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Tim Gould: or benefits. Pains

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Tim Gould: medical benefits change again. This is going on. Safety now benefits time, but

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Tim Gould: benefits. I found out that we’re going from regular medical to a self-funded or level funding plan.

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Tim Gould: Right? Medical benefits are typically very hard to understand the whole process. It takes it to 3 months of study just to understand the fundamentals.

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Tim Gould: So what we’re doing now is we’re we’ve aligned with our benefits, partner process making the short 5 min video clips on how the program works

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Tim Gould: INFINITI is absolutely sold me on the short click concept. It’s very effective.

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Tim Gould: That’s what I told my folks. Let’s produce videos

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Tim Gould: until all the information is complete. So I’m really super excited about the benefits program

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Tim Gould: I don’t want everybody be just excited about it as well. Now I know INFINITI is gonna help make that.

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Tim Gould: Not to mention the custom content that we’re doing for the Shriner hospital, as you mentioned before, and see my face behind me

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Tim Gould: stronger, and and one of my jobs is to transport the children to the hospitals and Shriner hospital in Galveston.

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Tim Gould: INFINITI was very, very generously donated this platform to the Shriner Hospital, so that we’re able now to train up because we are drivers to turn up those drivers, and we’re all over the country so

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Tim Gould: custom content for was gone in hospital

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Tim Gould: stuff like that. So again, it’s just, it’s limited. Your own imagination of what the capability of the system can do that I’m just through with.

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Steve Kessler: That’s fantastic. I think everybody out there should appreciate what you and your company do for the Shriner organization. I can’t think of a better place to

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Steve Kessler: to put some of your time and energy. What y’all do is very important.

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Steve Kessler: Tim, I don’t know that I have a whole lot more questions. The one thing I do want to say to our people sitting out there, you know, you’ve heard us talk a little bit about the INFINITI system today.

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Steve Kessler: I just gonna put a little poll up here on the screen. If anybody is interested in hearing a little bit more about us, and what we might be able to do to help you out. Certainly. Go ahead and click on one of the other. Yes or no links there, and we’ll certainly reach out to you, and

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Steve Kessler: tell you what we do, and if it’s a fit great we’ll tell you all about it. So Tim, I don’t see any other questions coming in. I certainly absolutely appreciate

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Steve Kessler: the time you spent with us this morning. And

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we hope that we’ll continue to have the good relationship that we have with you.

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Steve Kessler: and I do want to say one last thing before we adjourn here is we’ve got another webinar coming up on the seventh of November.

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Steve Kessler: and we’re gonna have Rebecca Brewster, who is the president of the American Transportation Research Institute.

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Steve Kessler: and she’s Gonna talk about their recently released top 10 industry issues. So these are the top 10 things that are on the minds of the trucking industry these days. So I encourage you all to to join in and hear what Rebecca has to say.

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Steve Kessler: So. Tim. Thank you, sir. Appreciate.

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Your time this morning.

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Steve Kessler: Great information. It looks like you’re doing a great job there, and all I can say is, Thank you, sir. Appreciate you joining us this morning.

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Tim Gould: Well, thank you, Steve, thank you. You get INFINITI. You’re truly amazing. You have an amazing system and amazing people. So

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Steve Kessler: very good, Tim. Thank you, sir, and I hope to see and talk to you again soon.

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Tim Gould: Okay, so enjoy your. You’ve got a big deal going on this afternoon with the Shiner circus, right? So if anybody’s close by, make sure you run out there and see what’s going on.

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Steve Kessler: Thank you, Tim. Appreciate it. We’ll talk to you soon. Thanks, everybody else for joining this morning.

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Steve Kessler: Bye-bye.