Recruiting & Retention Inteerview – September 12
VIEW RECORDING – 85 mins (No highlights)
@0:00 – EspinozaD
Okay. This meeting is being recorded. All right. Let’s do a new video. Take me on calls.
@0:13 – Jameca Lyttle
Guys nonstop.
@0:15 – EspinozaD
We’re almost done.
@0:15 – Jameca Lyttle
We’re almost done. done. I think Jim and I are on it. Like really almost done. It’s 5.30 for him.
@0:22 – EspinozaD
think 4.30 for me. Oh, All good.
@0:27 – Jim Olen (Dreamentia)
All good.
@0:29 – Jameca Lyttle
All right. Let’s see.
@0:39 – Marlyn Mendez
Hi guys.
@0:41 – EspinozaD
Hi.
@0:43 – Marlyn Mendez
Kristin.
@0:45 – Kristin Walters
Welcome. Hello.
@0:48 – Marlyn Mendez
Nice to see you.
@0:51 – Kristin Walters
Good to see you too.
@0:53 – Jameca Lyttle
So Jim, you need bigger pictures.
@0:57 – Jim Olen (Dreamentia)
Yes.
@0:59 – Jameca Lyttle
Your pictures.
@1:01 – Jim Olen (Dreamentia)
But that social post, those are super teeny, we need tiny, tiny, eenie, mini, mini photos.
@1:08 – EspinozaD
So not sure what I’ll do is I’ll ask him to text them to me. And then from there, I think I could do a little better, a little better, better cropping.
@1:19 – Jim Olen (Dreamentia)
Awesome.
@1:20 – Jameca Lyttle
Thank you. Thank you. Thank you. Yeah. And just asking the text days, sometimes they give you options.
@1:24 – EspinozaD
If you want to make them small or medium large, just actual size, actual size. All right.
@1:33 – Jameca Lyttle
So do we have to be a jumping on or yes, she’s jumping on right now.
@1:41 – Kristin Walters
Just taking a minute.
@1:43 – Jameca Lyttle
So Krista, did the ladies get you up to speed on our team to see our series?
@1:50 – EspinozaD
No.
@1:51 – Jameca Lyttle
Yeah. Okay. Cause I was going to say I feel like everyone’s been here.
@1:56 – EspinozaD
No. And then, yeah, it’s new for Marlene and Kristin. So they’re, well, Marley’s built this for quite some time now, but it’s a new thing for both of you as well.
@2:05 – Jameca Lyttle
I’m so excited. Okay. And stands down. We got all girls. Yeah, exciting. So let me give you guys a little bit of background about what this whole program is.
So I believe it actually kind of started with you, Diana, a while back where we were talking about just getting a little bit more dialed into who CCI is at the company outside of just like industry lingo and just industry standards.
BOOKMARK: Intro – WATCH
And we really wanted to get into the people of the company. So we started and we kind of just took that and ran with it.
I feel like we’re coming in year now. And we kind of segmented into two categories. So we have to corporate and then we have careers.
But I think at this point now, with Sylvia kind of being like, oh, he’s on between the two, we’re just going in and there’s no need to separate it, right?
It’s just the people of CCI and their contributions. So we’ve been really excited to talk with Danica and safety.
We’ve interviewed Raj. As we’ve had Jimmy and Roy. We’ve had John a couple of times. We’ve talked to Dave.
Oh my gosh. Let’s go on. am I missing, Jim? Fred. Um, My, oh, my interview is great. And we, it’s great because we did the history one with the big guys, the big boys.
Three one. That one came out really well. And we’ve just personally for ourselves, we’ve just learned so much about the company.
And it’s one of those things where you have to like listen, you know, you have to hear people speak to really understand.
It’s not something that can be written by someone else or anything like that. But we’ve got in personal introspective tidbits and we’ve been able to craft a really great story around TCI and who the people are and what the legacy is and where you got started and where you’re going and what means the most.
And we’ve seen a common thread and it really boils down to the people, you know, like at the end of the day, that came from the brothers, it’s come from the people and leadership.
has come from everyone we talked to but we have not yet talked to recruiting and you guys are bringing in the people and I can tell you that based upon what we’ve heard from others they it’s always kind of common that you guys come up you know what I mean like it’s like well we have to give credit to recruiting you know we have to get credit to recruiting because without them we wouldn’t have the people we wouldn’t have you know the family that we’ve had so I am very excited I mean we’ve talked about it for a while we just never really knew the direction that we wanted to go in but we were just on the phone cuz you’re like yeah you know September let’s feature the recruiting department let’s talk about retention let’s dial even more into the people of um of CCI so that being said that’s a little bit of background I hope you know that kind of gives you a little bit of perspective Kristen as far as like what we’ve been doing with this series it’s been really great I hope everyone’s been proud of the content that we’ve been creating and as I said it’s gotten allowed us to get to know people so I actually recommend you Crystal reading some of these if you haven’t because it’s going to give you so much insight into
the roles that people are doing, their backgrounds, what CCI represents for them personally, as well as professionally. And it’s just a really great series.
it’s a great kind of, yeah, highly recommend doing that. So that’s pretty much how this all started. So how it works is we just do an interview with you guys.
Marlene specifically for you, I know Sylvia and Diana have been on them before, but we have a couple of questions.
We send you over the questions just to kind of give you like a little preemptive, like some of the things that we’ll be talking about.
But we really just kind of let you go with it. We don’t necessarily follow the script. We don’t necessarily have like, oh, this article is going to be like this.
Some of the articles are Q&A. Some of them are written in like third person. Some of them are written in first person.
It really just comes out of like which you guys provide to us. Some articles have even been split into two articles because there’s just so much information that’s been provided.
So we want to make this fun. This is the first article that we’ve had three. interviewees, right? So we want to make sure that we capture the essence of each of you individually, as well as So if you guys don’t have any questions, I’m going to dive in unless you guys have any questions for Jim and I before we get started.
@6:14 – EspinozaD
No, I’m ready.
@6:16 – Jameca Lyttle
Ready? Okay, awesome. Let’s do it. Okay, so I’m going to just kind of start with a little bit of an intro.
BOOKMARK: Marlyn – WATCH
Just want to talk a little bit about your background and your roles with TCI. So can each of you kind of give us a little bit about your journey into recruiting and retention, how you even came to work with TCI and like what your current role is with the company.
@6:38 – Marlyn Mendez
And I would like to start with you Marlene, if that’s okay. Yes, that’s okay.
@6:42 – Jameca Lyttle
I was getting nervous. was like, what am I going to say?
@6:46 – Marlyn Mendez
We’ll help each other. My journey is TCI. That’s all my journey. My entire recruiting journey started at TCI and the last five years.
I do have to say it’s been the most amazing five years. I feel like I’ve learned so much. And I tell this to everybody, I’m only here because Sylvia gave me a chance.
She didn’t need to give me a chance. She interviewed me for a different position. And she was like, you know what, throw her over here.
And, you know, I’m really grateful for that. And I feel like sometimes, you know, the universe works in silly ways, but you know, it’s meant to be sometimes, because I was in HR at the time.
@7:25 – Sylvia Mahfouz
But when we interviewed Marlene, we were hiring for our own department. And we just saw something in her were like, I know recruiting isn’t hiring, but I think recruiting could use her.
@7:37 – Marlyn Mendez
so we hired her for a whole nother department without even that department knowing about it. And so applying for Marlene, HR at any experience, you know, just trying to break my career, get into something more efficient, so I’m growing up.
I was like, screw it, doesn’t hurt to send my resume. And thank God, Teresa’s a good recruiter, because she forwarded
@8:00 – Jameca Lyttle
my resume and email to them. then, yeah, I mean, the rest is history now, pretty much.
@8:07 – EspinozaD
The land of opportunity.
@8:09 – Marlyn Mendez
Yes, I like that.
@8:11 – Sylvia Mahfouz
So I actually got really lucky because I was in HR, and then when the role for recruiting director opened up, then I actually got to be Marlene’s boss.
@8:23 – Marlyn Mendez
I was like, yes, it all came around.
@8:26 – Sylvia Mahfouz
worked out.
@8:27 – Marlyn Mendez
She knew what she was doing.
@8:30 – Sylvia Mahfouz
I think it was the universe taking over.
@8:32 – Marlyn Mendez
It was all it was meant to be.
@8:36 – Jameca Lyttle
You hired and I’m sorry, just want to make sure I’m clear.
@8:39 – Marlyn Mendez
you were hired for a role in recruiting. What was that role, Marlene? was just an admin role. I feel just a support admin role.
we had a different director at the time. And then once Sylvia came in, know, I feel like I was able to really step in and start growing.
@8:57 – Jameca Lyttle
She had this whole vision, and then, you know, we just ran with it. Yes. Awesome. Awesome. Awesome. Awesome. Okay, three.
That’s awesome. I’m to take off the story.
@9:07 – EspinozaD
And I can attest to Sylvia having a vision when I was running with it.
@9:12 – Sylvia Mahfouz
My vision can be overpowered. We made them reality.
@9:20 – Marlyn Mendez
manifest.
BOOKMARK: Diana – WATCH
@9:24 – Jameca Lyttle
I just wanted to know. I’ve talked to you forever, but I want to kind of know your backstory.
@9:29 – EspinozaD
Oh, yeah. It’s a crazy. It’s a easy, easy, easy. I’ve been in the industry probably about 17 years altogether.
I started off as a dispatcher. And then I believe in longevity. So I had an amazing mentor. And he pretty much said, in order for you to be able to advance in anything in life, you need to know the ins and the outs.
So it’s like, you know, with that is he didn’t Promote he said you have to work towards whatever you want the end result to me.
So ultimately, that’s what I did I started kind of just learning everything and you ask lot of questions And we can’t move on until you master something So I started off again as a dispatcher work my way into the operations role.
I’ve done it all you name it I work on the brokerage side. work on the customer side. work at the carrier side dedicated I’ve done it all for operations and then Coming over to TCI it was in the middle of COVID, which was a very scary time I think for many of us and Sylvie and I so you called me and I think I got interviewed probably about like 12 times by 12 Different people at TCI, but it’s funny how I know TCI because they used to be my carrier and And in the world it’s like you never go work for a carrier You’re maybe for a customer.
Well in this case, I came to work for a carrier So I got interviewed and so we was like hey, you know
And I was like, oh, I like you guys back. She’s like, but I know you interviewed for this, but hold on, because this isn’t for you.
was like, OK, so then a week later, she’s like, hey, you’re going to interview this person. I said, OK, she’s like, so I interviewed.
And then she’s just like, you know, I know you interviewed, you did so good, but I don’t think this one’s for you either.
So like, OK, and then I got a call from Ryan. then the conversation just kept going and going finally.
So we was like, I’m going to find somewhere to put you. I don’t care. We’re kind of like Marlene said, we’ll just put her here and then we’ll figure it out when she’s here.
So I joined TCI, again, in operations and logistics land. And again, I know TCA, were my carrier, they’re now my boss.
And then the customer I came to work for, they were also my carrier, and that’s my new boss. So it was a very different transition from being their boss to now, they’re being my boss.
But nonetheless, culture has always been a very big thing for me. Just it. in-house, working with my drivers, working with warehousing, I think that’s where it stemmed from.
So coming to TCA, they kind of gave me range and they’re like, just do whatever you do best and just make sure your drivers are happy.
They trust what I did. So I was already doing this and then Sylvia interviewed me one day not knowing that I was being interviewed.
And I remember like, she’s like, hey, girl, I was like, hi, and I didn’t really work much with right at the time.
She’s just like, damn, mean, I was like, sure, me and her had a probably two-hour phone call. And I didn’t know that I was being conducted, I think, for like the silent interview.
She’s like, what you do now in Pomona? And, you know, how is it that the drivers and what do you want to do?
And ultimately the same question which was, what do you want the end result to be? So she said, you know, we’re hiring for this position.
I’m not sure where the position’s going to end up, but I have a vision. Are you interested in joining the team?
And I was kind of like, I think so. Like, I mean, I’ve never done this, but if you’re willing to
risk it, I’m willing to risk it all. So jump shift and it definitely at the beginning was kind of challenging because we weren’t sure where we were going to go with it, but I think we found her niche.
So definitely a great opportunity to be able to take my learning operationally and now apply it to the retention and the recreating role.
@13:20 – Jameca Lyttle
And so what’s your role just to be clear, Diana?
@13:22 – EspinozaD
So my role currently is retention manager for teaching.
@13:28 – Sylvia Mahfouz
So she actually used to work for a Raj. Yes. So I kind of had to quietly interview her so he didn’t get mad at me.
And so I had to, I’m like, well, I’m not poaching, but I’m just saying she’d be a really good fit for this role.
Um, when I first interviewed her, she had applied for a position here like near commerce, but she lives in Rancho Cucamonga, like she was far and I was like, it’s just not sustainable, like you’re a good culture fit, but this isn’t…
So the role, like I want you to have work-life balance and for you to have that kidney to every day with a successful sustainable.
And so right when the other position opened up, it was the perfect fit for her. so yeah, that was good.
It worked out really well.
@14:15 – Jameca Lyttle
Awesome. And that was how many years ago, you said COVID, so that was about four years ago.
@14:20 – EspinozaD
I joined TCI 2020 and then I joined the recruiting team last year, 2023.
BOOKMARK: Sylvia Mahfouz – WATCH
@14:27 – Jameca Lyttle
Okay. Awesome. Okay, so I was around when all that had happened.
@14:31 – EspinozaD
Yeah, yeah.
@14:33 – Jameca Lyttle
Okay, awesome. Okay, so I’m still there. Tell us, I mean, I’ve heard, we’ve heard, you know, you, you know, people thought they were talking to Ryan.
@14:42 – Sylvia Mahfouz
They were talking to you while you’re approaching from different departments.
@14:46 – Jameca Lyttle
now you’re like being like this amazing, like catalyst for marketing. So tell us a little bit about your history with TCI and how we got here.
@14:56 – Sylvia Mahfouz
Okay. So when when I first up, I didn’t. even apply to TCI to be honest with you. I was looking for a job at the time and it said logistics.
And so I was in retail. like, oh, I could do back room stuff. I can, you know, lead a logistics department.
I don’t even think I even finished the whole application, but they called me in for an interview. And I think I interviewed on a Monday and they offered me on a Wednesday.
I think I started that fall. think I interviewed on a Tuesday and then they job offered me and then I started work.
was like, all the doors opened and it was just so easy and it was a good fit. I interviewed with Brian and Rich and so I started off as an HR generalist.
Rich and I, we shared a little office next to Mr. Flynn’s office and there was only two of us in the HR department at the time.
now the HR department has like, I think six or seven people because we’ve grown to amend the in the time that I’ve been here.
So I started off HR generalist and I was promoted to a manager of employee development because I believe in, you know, team’s development and growth and retention through growth and development.
so that was nice being able to try to get training for our team as they continue to grow within the company.
And then, so that was, I think it was an HR about four years, four or five years. And then the director of recruiting role came up, came open.
So I applied to that and, you know, was probably one of the hardest interviews where I did not make it easy for me.
And so I was like, I can do this. I know I can do this. And I like sold myself.
And I was like, I had a vision because I was like, you know, we have Rich and I both in the same.
department but let’s like divide you know and you know multiply really ultimately multiply our HR efforts within other departments and so it was the right move at the time and when was this around what time what year it was 2020 one of covid 2020 yeah it was just kind of getting to know the team i was you know just observing and seeing their process and how everything how they were doing everything and then march hit and then we all shut down and we had to work from home and so getting ready to work from home we didn’t do a whole lot of hiring so i was like okay well now that i’ve observed enough it’s time to automate like we’re going paperless everything’s going to be online we’re going to do virtual orientations and we’re going
to put all of our documents on DocuSign. And we worked with Tan Street, our ATS, and how can we make our application easier?
it’s like, OK, projects time. Let’s be ready for the next big thing. And so that’s when I started working pretty closely with Marlene’s.
We got a pretty big startup in NorCal. And so we were traveling up there for like a week at a time.
We’d come home on the weekends, go back up there for a week. And so that’s, she was like my right hand.
And we learned together, because it was like throw us. We both went on the deep end and we’re both trying to figure it out.
And it was a pretty difficult startup, but we really persevered. And had we not set ourselves up earlier, it would have been difficult.
And that’s been kind of the common theme with us, is we’ve always, you know, on wood. We’ve always been pretty good at anticipating when what we need.
And it’s always been, wow, had we not prepared. we wouldn’t have been able to be as successful. And so we had a good startup.
And then how did we end up here? When we acquired CDS, was another big one. And Marlene and I worked together to keep that organized.
think that was our very first acquisition where we brought on a lot of people who were incumbents. The company had their drivers and we were taking over.
we were trying to retain their drivers. And so going through that process about two years ago, two or three years ago, helped prepare us for two years ago.
And we brought on over 263 drivers over across 10 different states. we were all hands on deck. And that was probably the highlight of my career.
And I think most of my team will say the same. thing, like it was like one of the biggest things we’ve accomplished.
And it kind of got us a lot of recognition because we thought outside the box we had, you know, how am I going to get all these drivers to the clinic?
Like, okay, well, we learned from what happened before, let’s bring the clinic to them. And so it was a lot of, I mean, I would say my team is probably one of the most innovative teams around, like not to insult any other teams, but we are innovative.
And we, we are very dedicated. I think we’re all, you know, big on culture, but also our specialty is execution.
So I think it’s finding the right people and for the right seats, it’s always been kind of…
BOOKMARK: Working Together – WATCH
@20:46 – Jameca Lyttle
think it probably is kind of tested at based upon what we’ve talked to them in the past. I want to just kind of get into just, so we talked a little bit about individually, like your roles and how you came into those roles.
But how do you guys connect? work together. So you told me how you and Marlene were like kind of connected at the hip for your startups and your acquisitions.
Diana, like I’m just curious because it is a collective effort, right? We’re free all around. And I’ve been able to see that just we’re working with you guys.
So, you know, how does a team, six people or however many people want to see? How do you guys come together to like achieve like one common goal?
@21:22 – EspinozaD
So Marlene and I just had this conversation honestly right before we joined this call. And the truth is that we makes us different at TCI and I think it stems from the people.
So many times you have different roles. They automatically go into being different entities. And I think that’s what was lacking at TCI.
did good, but it was trying to get the right people in those right seats and identify and see that vision.
So Marlene and I being able to, you know, she’s our recruiting manager and I’m on the retention side. Our roles are so different, but yeah, I can’t function without her and she can’t function without me and we both identified like what do we want the end result to be.
She’s like, I need your help. I could find you talent. I just need help making sure that they stay and I would tell her, my lean, I can help you to stay, but you need to find the right people.
So before those roles were too very different, know, they’re very like, well, this is retention and retention. We don’t do it like this and recruiting will say when recruiting, we don’t do it like this.
Well, there is that keyword we, we are a team. So when we need something, we all need to go all hands on deck and we understand what the other person needs.
So ideally what we had to do was collaborate and really just listen to what the other person is saying and listen to the words that the person is saying like what exactly is it that you need from me.
to do differently. the egos for department wise had to be put down for us to be able to collaborate and become well essentially when we’ll say like it’s a tag team, it’s a dream team.
So I couldn’t do it without Marlene and the recruiting team. I could not be in a position or I couldn’t be successful or I couldn’t you know be able to kind of get that debt going if it wasn’t for them because they they’re great at what they do and they know how to scout which is probably one of the hardest roles.
Now that I’ve crossed over and I see it, I have a new found respect coming from operations team what recruiting does.
I’m not in a bad but I’d be like oh recruiting and you know I came in and I just had this different view of them.
Now that I see what goes behind the scenes I’m like holy crap like recruiting is a hard I don’t think I would be able to do recruiting to be honest because it’s so tedious and so I’m gonna go and follow ups and always having to put a smile on so I definitely have
a different understanding for and I think that’s what helps me and recruiting together.
@24:06 – Marlyn Mendez
Yeah and I want to add something to I think in recruiting we worked so hard to hire higher higher during covid that’s all it was just higher higher higher and I think we had a point where we were pretty much fully staffed at TCI.
I know we’ve never really hit 100% but we came so close and at that point you know the question came you know okay now that we’re staffed now we have to focus on keeping everybody you know and I know that so we already knew that’s something we needed because retention was always part of the title you know but it never really was something you know until it became a point where it’s like okay this is the time now is the time to focus on our culture what do we want differently I feel like because I’ve only been here five years even though it’s it’s a long time in those five years I’ve seen TCI’s TCI changed so much their way of thinking is not the way it’s
they were thinking back then. And I know that that’s normal anywhere you go, but I feel like suddenly we started placing all these people with the right way of thinking.
You suddenly had so many leaders stepping up to the roles, for example, Sylvia. it’s like, no, guys, need to start thinking differently.
We need to start challenging our ideas. How do we get better? And everybody started getting on the same page.
And I think getting everybody on the same page is where our culture kind of started being born, you know?
And who’s going to take the lead on that? like Diana said, it was very important for both of us to acknowledge that we have to work together.
There’s no choice. We have to work together because my job affects hers and her job affects mine.
@25:42 – Sylvia Mahfouz
And I think collaboration comes pretty easy to us. I don’t know, maybe it does. We have like one of the most collaborative teams.
So I forgot, like you reminded me, Marlene, retention. So before it was just kind of me and Rich and Raj.
And we would travel to all the different locations and check in with our team and do barbecue and, you know, to the point where I was like, this is like, this is someone’s full-time job.
Like, there’s no way we can continue to do this and do it well. Like, we need someone who their focus is retouching who’s going to do the check-in calls because as much as Rich and I were trying to do it and do surveys and travel and do barbecues, it was clear to us that that was important because we were getting feedback and the team liked it.
we loved it. We loved meeting the team and shaking hands and barbecuing and having meals with them and going around all over the place.
But we realized that this is a big part of TCI and it really needs someone’s full focus. And that’s where the retention role came and knowing Diana over the years, like, I could see that her personality fit that role.
@26:59 – EspinozaD
Yeah, I can see Diana.
@27:00 – Jameca Lyttle
I think you guys did not get creative.
@27:03 – Sylvia Mahfouz
Yeah, and I mean, there were times when, like, I think Marlene would, there was one account in particular, and she was like, man, I keep hiring for this account.
And for some reason, they keep losing people. And so then she got with Diana, and she’s like, you need to help me figure out what the issue is, because I’m recruiting, but they’re not retaining.
And so together, they worked and got with the manager, pulled her report, are people leaving us? What’s going on with this account?
And they were able to come for the action plan. And that’s one example of the many times when together, they’ve been able to identify and issue and come up with an action plan to solve it.
@27:37 – Jameca Lyttle
Yeah. Okay. I’m going to jump into culture and support from upper management, but Jim, you have any other questions regarding, like, backgrounds or anything like that role?
@27:50 – Jim Olen (Dreamentia)
No, but can I kind of take one question back to, like, the very beginning of this? Just really quick.
You don’t have to spend a lot of time on this, but I feel like it’s really important. What do you guys do as a team, what is recruiting, and why is it so important for TCI as a business?
@28:12 – Sylvia Mahfouz
We, I feel like we’re, I don’t know. mean, obviously we don’t just hire, right? Anyone can hire. I think we acquire talent and we develop that talent.
And we, I feel like, are the face of TCI and we’re oftentimes the main point of contact for a lot of our new hires, because they start that relationship with recruiting.
They trust their recruiters more than anyone. They will go to them, you know, for questions to help them with their, you know, ADP and how to set up stuff, you know, and for years that they’re their main point.
And it’s really nice, I think, that the recruiting team is, is that person that new hires can go to, because they know they can always get it.
I want to say like we’re the heartbeat of the company, that sounds cheesy, but I think we are the spirit of TCI, know, we’re the ones who are the face and oftentimes we have to be the culture, we are the culture and we bring people that, you know, we give people opportunities to join such a great company and I think they could see it through the way interview with them and tell them about the company, they can genuinely see how happy we are, we’re able to talk about our own experiences and candidates are like I want to be part of that.
So I’m glad that we’re able to offer that to our candidates and our team. Did I miss anything?
@29:46 – Jameca Lyttle
I just want to say like we helped build TCI one person at a time.
@29:51 – Sylvia Mahfouz
I like it, good job, use that one.
@29:54 – EspinozaD
I also agree with Sylvia, when I think of recruiting operationally. I definitely agree. You say like, what’s the backbone of TCI drivers or backbone, but there’s in order build little human, you need all these little parts, right?
And everyone takes a part in. Yes, I think I agree. Recruiting is the face of TCI, because this is where you see first the face, right?
As soon as you walk in and you see somebody, you see their visual. And they’re really the ones that are not necessarily selling TCI itself, but they definitely are putting the stamp of this is who the culture is.
This is what that is how we are. They’re always smiling. They’re always laughing. I would be like, you guys don’t have bad days.
They’re always like so careful when they talk to people. So help me to help. And I was like, you could tell them no, you know, and they’re just very proud of where they work at.
So I agree there. They are the face to TCI.
@30:53 – Sylvia Mahfouz
Just the other day, my lean and the list of the two recruiters at CDS, they’re like, oh, it’s so hot outside.
I’m sure the dog
@31:00 – Jim Olen (Dreamentia)
Workers are hot and they went and they got fruit and they cut it all up and they put it in the break room and they’re like I was like you guys But you know they take care of the team right like that’s You know So is there a difference if you were aware between recruiting For a TCI slash logistics slash trucking and recruiting for a company out there is the industry does the industry demand?
Something different from you guys as far as how you operate or is it just kind of it’s kind of all the same now?
@31:41 – Sylvia Mahfouz
It’s definitely not all the same and we don’t just recruit drivers and technicians or recruiting corporate too And so we do have to adjust our recruiting style based on the positions we’re hiring and You know our recruiting process is is not that of a let’s fill
the seats and come on in, it’s a multi-step process that does start with recruiting, but ultimately the managers are involved.
This isn’t the type of, we’re not the department that will have a driver show up first day and that’s their first time they’re meeting their manager.
It’s like, oh, hi, I’m your new driver and it’s not like that. The manager meets them, safety meets them, you know, recruiting.
Other drivers will meet them through the road test. You know, we want to make sure that the interview is in just how long have you been driving?
you qualify? Okay, great, come on down. It’s this is what the account looks like. This is what your day is going to look like.
This is the type of work you’re going to be doing. I want them to be able to visualize every day because the worst thing you could experience is onboarding someone and them saying, it’s not what I thought it was going to be.
That’s not great. we are affecting people. full lives and people are making big, big life decisions by leaving one job and coming to work for TCI.
I want to make sure that they are making the best decision for them and their families because when we hire people, we want them to stay for a really long time and we want them to be happy.
@33:17 – Jameca Lyttle
Okay. Um, Jim, you, you kind of threw in a few of the questions from down, so I’m going to take it back a few, just a little, I want to get into, um, that answers like some other questions that we have coming up.
But I really want to get into like upper management and how like that plays into recruiting. So in particular, like, and what ways has the recruiting department been empowered by upper management to make key decisions or innovate in ways to source the best talent, keep the best talent, you know, um, because again, going back to previous interviews, it’s like, you know, we, I’ve heard someone say, maybe it was Ryan, I’m not going to hire someone that I can do the job for.
I’m going to hire someone. They can do the job. The idea. Right. They can do it better. Right. So there’s so much.
Trust because you guys are like a little bit of the heartbeat to who comes in one driver one one person at a time So how do they empower you and how are they allowing you to what initiatives or what?
@34:12 – Sylvia Mahfouz
values have been instilled so that you guys feel comfortable and feel great about what you do and feel empowered to do what you do That’s a good question Anyone want to take a stab at it.
@34:26 – Marlyn Mendez
I don’t know.
@34:26 – Sylvia Mahfouz
I feel like you’re the right person This one Well leadership has always been supportive of recruiting like I think they value us and they know how hard You know how hard-working this department is and so it’s always been whatever you guys need let me know Ryan has always I mean You don’t need to put this in there, but he’s never given me a budget for anything.
He’s never told me you can’t try any things He’s like trying things make mistakes learn from them, you know And so I have a lot of
you know, freedom, honestly, because he try and trust that I’m going to make the right choice for TCI and my team.
And so I’ve been given a lot of opportunities to think outside of the box and try new things and not feel like I’m limited in any way or that I have any sort of like obstacle, like there’s no obstacle that we can’t overcome because we have the backup of our leadership team.
Like I think Ryan was like, oh, think of something outside of the box. I’m like, okay. And so oh, we did.
know, how do we get 263 people to get drugs, reasons, physicals? And, you know, our team came together and was like, okay, let’s figure this out.
And then we did. And so I think being able to have the freedom to try new things, to make mistakes to, you know, having their support, I think, that.
And not that they are like, especially with their driver managers, they’re like, okay, it’s not just recruiting. The driver managers have to be involved and they have to call and they have to interview and we rely on them to do road tests.
so when that part of the process slows down, you know, they’re like, you guys need to help recruiting. So they’re like the, you know, they’ll help push a little bit to keep the process going because they know how important it is.
And my team, they are the most hardworking people. If the driver is actually in clears on a Friday, orientation is happening on the weekend.
Like we will bend over backwards for office because we know they need it. Our team will do orientation that night early in the morning.
You know, we acquired CDS, was one driver who didn’t come to orientation. And it was like June 30th was his last day with that company in July 1st of this first day.
And he technically wasn’t going to have a job and he wasn’t able to drive. so I think it was midnight or 1am orientation.
as he needed to do it before he got in the truck. And so our team will make it happen.
Like there’s no doubt about it.
@37:08 – Jameca Lyttle
Yeah, and that provides, I think, a peace of mind. And it actually instills pride, I think, in leadership, just knowing that it doesn’t matter what time, when it has to happen, it’s going to get done and they trust you guys to get it done.
So that makes sense that they just, hey, whatever you need, you guys need to do whatever you need for me, let me know.
@37:26 – Sylvia Mahfouz
Yeah, and we hear that, whatever you need for me, let me know, what do you want me to do?
how can we help, you know?
@37:33 – Jameca Lyttle
So, yeah. That’s a great, great way to be, especially for your department. So I want to go into the challenges.
outside of the company, what are some of the biggest challenges that you’d ladies are seeing today in recruiting qualified drivers and staff in general across the board?
Are there any common things that you’re kind of hitting some road bumps in when it comes to recruiting the right people or retaining the right people with the economy as it is, or just how right they
is right now. you dive into like some challenges?
@38:03 – Marlyn Mendez
I think it’s just competition, right? The market’s so over flooded with so many other companies out there promoting themselves to be out.
We’re the best company to come work for. But I think for us, it’s kind of like, no, we really are and we’re going to show that to you.
So I think it’s just competition and working hard to stand out and be different, because I feel like we are different in the industry.
And I feel like drivers know that because, well, I can tell you, my experiences, when I talk to drivers, they’re so used to like, just give me the schedule, just give me the route.
Am I going to be home every day? Yeah. Okay, cool. What’s the better? Good. I don’t need to know anything else, you know, but it’s like, no, let me tell you everything else that we care about, you know, because I also care about knowing if you care about those things, because then if I put you in a position, you’re like, this is too much for me.
They care about other extra things, you know, and that’s how I know you’re not the right fit. I’m so good.
So I’m finding somebody who’s going to care about TCI and care about our trucks, about our managers, care about our drivers.
out on the road and always do the right thing. So for me, it’s always competition. know, it’s like, there’s that saying that they’re not just talking to one recruiter and talking to two, three, four recruiters while they’re talking to you.
And I’ve had that happen. You know, and so for me, it’s just competition and standing out and getting to know them and showing them why TCI is different and that we actually care.
You know, we’re not just a company that’s going to go out there and give you white lies for you to come over.
It’s like, no, I’m going to tell you the truth so that way when you get here, you know what you’re signing up for and you know it’s the right decision for you.
@39:34 – Sylvia Mahfouz
Someone heard me interviewing someone Wednesday and after we were done, like, geez, are you trying to scare them off?
I’m not trying to scare anyone, but I want to make sure they know what, you know, yeah, it’s like, okay.
But yeah, there’s a lot of competition out there and they’re, you know, there are a lot of jobs that pay more than we do, you know, but…
But it’s, I don’t know, every company has different things to offer. I think we have a lot to offer.
mean, when you have drivers that have been here for like 20, 30 years, you know, you know, says a lot.
@40:16 – Jameca Lyttle
Yeah. And word of mouth is really big. think amongst the community, like amongst the, um, of truckers and like just people in the industry, like someone’s been at a place for 20 years.
I mean, I don’t know if you guys know, but my dad had a trucking company. And I ran it for like five years.
So after he passed away, internoper was like a big thing. You know, once I got my guys, I only had five trucks.
Once I got them, they were locked in and it was in the world to me. And they, I knew that whatever they said outside of just being in front of me, that they were there.
They were loyal and, you know, like it meant a lot within the industry. So then people were starting to come to me and saying, Oh, yeah, I know such and such.
It’s been working with you for a while. Do you guys have anything available?
@40:56 – Sylvia Mahfouz
Yeah, and we get a lot of hires from her for a while. We started our full program a few years ago and, and we do, we do get a little higher from word of mouth and referrals and people are happy to refer them, you know, if they weren’t happy, wouldn’t be referring people, right?
you’re not gonna refer someone through job that you don’t you’re for someone because you want them to have the same experience that you have.
@41:17 – EspinozaD
I, I agree. I think something that makes us stand out on the retention side and the recruiting side is for them foremost, when they say like, oh, you see all these companies are family owned and it’s a family business, but they treat you like crap.
They treat you like a neighbor or a stranger. don’t treat you like family. So here, if you ask the friends, you ask any of the executive team, they’ll go around, they know who’s been here for the longest time, they recognize faces.
Maybe they can’t remember 1500 names, but they will remember a familiar face. So there is no such thing as you’re in such a big, powerful position that you can’t go around and really say hi to those that are really doing the job the day to day.
So that makes us, and other thing that makes us unique is flexibility. We just stand out when it’s like, you know, why do people stay or why do people leave other companies?
To Sillie’s point is, yeah, we may not pay top dollar, and you’re going to go work for this company.
they’re going to tell you, man, we’re going to pay you $1 million a week just so you wait and they get there, and then they call us back and say, I have no work life balance.
@42:22 – Jameca Lyttle
It’s like, well, want to go for a million dollars, so they’re going to get their million dollars worth.
@42:26 – EspinozaD
But here, you know, we believe in that, because we don’t disphrase this practice what you preach, but we practice what we believe in.
And we believe in TCI, believe in the family, and we believe in the culture, so we’re very flexible. it comes to, you know, you have this with your kid, I have a kid, so we need to be able to work with each other because you gain that trust that we have your best interest at heart from the beginning, so you set that tone.
So, Mika, I, to my parent, type of trucking company, and that’s how I got into the trucking industry. I like, I hate it, I’ll never do it in hearing it.
But it’s the same thing, the same group of drivers, they stuck it out, longevity speaks for itself and we have a lot of 20 years, 25, 30, we would have a 45-year dinner tonight.
That’s how the longevity at TCI is, yeah, I mean it speaks volume for itself, you don’t have to.
@43:22 – Jim Olen (Dreamentia)
It doesn’t that actually tie into the truck driver shortage, right, one of the main reasons is an aging workforce.
You’ve got the drivers are getting older and retiring and they’re not as many young people looking at this as a career that they want to pursue.
So you’re starting to get a shortage and so it’s great to have these 45-year-old drivers, but their time with you is limited, you’re going to have to replace them and now there are fewer drivers out there to recruit from.
You guys have strategies in place, how are you addressing that whole aspect of this?
@43:57 – EspinozaD
Well, you need to be a certain age heavily. license, right? So that you need to have some type of experience to also be able to work at TCA.
want to make sure we hire the right people. We want to make sure that we have safe drivers out on the road.
So we have different programs that are able to get those kids, and I know it sounds funny, right? Because they’re technically adults, but they’re kids to us.
So you get these kids coming in where they’re like, you know, they do get that experience. Let it be up.
working with mom and dad. Let it be that they are working with. Maybe, hey, I turned 18. I got my license.
I’m on the road and I’m working for a competitor, but now I want to come and be local. So there is a lot of opportunity at TCA.
We also have like our veterans program, which is huge. really big thing. It’s like, you know, you have these kids that join the military and they have this experience, and I’m crossing over into the civilian life.
You look at their resumes, it makes zero sense. So this is something that TCA identified where we’re like, well, what next?
Like, we have the opportunity to hire your young town. plant. But because their resumes don’t necessarily are equivalent to civilian language, we pass them up.
I think we were passing up all these resumes for the longest time. And Teresa was on that with us, like, hey, you know, if you read this, this is equivalent to this position.
And it’s like, hey, know, he did drive a truck, but he technically did it back into a door. then you start asking, you’re like, well, they’re equivalent to what we would use as a yard worker.
So you kind of start narrowing or learning different industries that are so equivalent to trucking, where we can hire and recruit not just someone that applied on Indeed, you go to these fairs, you go and you put your name out there and you get to hire your younger talent.
@45:46 – Sylvia Mahfouz
Yeah, and we’re doing the same with our technicians to, you know, working with the tech schools and developing the level of program and, you know, showing our commitment to our team through, you know, through our, the,
Education and the development program is what technicians want. They want to continue growing. They want to continue learning and being able to Retain in that way is really important to us.
So yeah, we make adjustments here and there and the way we mark it and the way we recruit and how we’re trying to You know, she’s I mean, I mentioned it to like some of them I don’t have the experience and I when they call I’m like, okay You’re short a few months or you’re short six months save my name to your phone call me back when you’re ready And it’s happened they call me back and I’m like, I will find you a job Just give me a call get those last couple months and we’ll take care of you and they do and and it’s nice to be able to have I’m like, I remember y’all saved them on my phone I remember who it was and where why they were calling me and so You know that just shows like they want to join us so bad that they’ll go get those last couple months And then they’re gonna come back and also those are sure that you made to use to buy your work So yeah, yeah, so and then when they come on and they’re part of the team
@47:00 – Jameca Lyttle
team and that you guys provide growth opportunities within the company. So that’s how you get to that 45 year mark, you know what I mean?
You’re locked in with you. So that’s really cool. Jim, I’m going to let you kind of go through some more of the challenges.
I know we talked on recruiting, but also maybe some of the retention challenges that we might have listed down.
You can cover what you may be going through Diana on your side.
@47:23 – EspinozaD
Definitely the market is crazy retention challenges. I’m going to say we have turnover right as any company would. Sometimes, you know, it’s healthy turnover and sometimes, you know, it’s like we really get on our managers.
We really get on just everyone, including ourselves. It’s like, did we do everything we could have done to retain this individual?
Um, you know, could we, I think other companies, you resigned or like things, one of your two weeks come get your tech from HR.
We go a little bit different and a little bit harder here at TCI. We host call. We want to get to the Y.
If we want to, like, could we have tackled it before it got. to that point of resignation. Our managers have all been gone through these developments and we talked to them and said, you know your team, you know if he or she’s acting funny.
It goes with the technicians as well. you know, when we have someone resigning, call Marlene immediately like, Mark, this person, what do you think?
And she’s like, well, no, he was so friendly and he was so excited and he chose us for a reason.
But we want to know like, what changed? You chose us for reason. What changed from that to now? And that gives us an opportunity to, one, identify it as other people feel this way.
Is it something that we could have done? And sometimes it’s out of our control. Gold are the ones that are like, you know what, we wish you the best, leave and get terms and come on back.
Because I know you’re going to come back. We see it quite frequently. They’re, you know, we call them like, you know, they’re little dog hoppers.
So they’ll go from TCH somewhere else. And then we tell them we have 45 days to come back. if you want to come back for so forth, right?
realistically, I won’t need it. And then they call you back or they call a recruiter like FYI who wants to come back.
We won’t ever throw it in their face, but I always have that little smirk. Ha ha, you know, you thought, so sometimes the grasses and greener, grass will stay green as long as you water it.
At TCI, we do water our grass, meaning we do take the time, to your team, find out what’s wrong with them.
Don’t just accept the, the, the So the challenges is though, is when you have management, sometimes, you know, we have to check on them as well, because are they just kind of receiving the resignation?
Because maybe they’re not happy. We’re able to identify that because it all stands from management. If a manager is happy, they’re going to trickle that and your drivers are going to be happy.
The customer is going to be happy. You don’t just retain your customers, your drivers. You retain your customer and retain your manager.
when you think retention, it’s not just One, uh, one role, no, you have to think about everything. If your customer is happy, you’re going to make it smooth for your drivers, which is now smooth for you as a manager.
So I mean, a lot goes into retaining, um, um, great talent, not just drivers.
@50:18 – Sylvia Mahfouz
I’ve talked to a lot of my other peers that, you know, work for other companies and a lot of people have a retention manager.
And so when I say, oh, I have a retention manager, my role is recruiting your attention. They’re like, oh, really?
Like, what do you, what do you do? And it’s not just like, you know, having barbecues and team events.
Diana has a hard job because she’s having to give them hard feedback sometimes. And, but we need that feedback.
We need to understand what, where we messed up, if we did, and be able to, you know, course correct and prevent it from happening again.
And so, you know, sometimes, you know, it’s not always easy giving the feedback as to like, okay, well, maybe we didn’t do the best we could.
But it helps us get better every day, you know?
@51:04 – Jim Olen (Dreamentia)
So what’s the process? So if Danny, you’re giving that type of feedback from a TPI perspective, what’s the process in order to not, to learn from that and to grow and to maybe put some new things in place to self-correct moving forward?
@51:24 – EspinozaD
We definitely want to see, depending on the cools, giving us that feedback, right? If it’s a driver who may be feeling a certain type of weight, we’ll definitely ask a hard question.
know, we do, you know, or maybe little sneaky about it, like do other people feel this way? And if they say like, yes, you know, and if it’s something that we did internally, like maybe we did hire a younger manager who isn’t necessarily fully developed, right?
It’s a perfect opportunity for us to identify that. So I will bring it to Sylvia. I will bring it to our HR team and be like, okay, guys, this is some of the feedback we got.
We won’t necessarily go. oh to the to the manager because then the manager will feel like whoa whoa you’re believing the drivers you’re believing the technicians you know it’s not whether or not believing it’s a perfect opportunity to put a process which is develop your team members don’t give up on them that’s the thing that a lot of people are like you know what he’s had so many complaints from him get rid of him he’s no bueno well no you are bueno you’re bueno to us we hired you for a reason we selected you for reason so allow us to develop you and i think that’s where when we think about what’s the process it’s identify where it’s stemming from where is the mishap happening identify once you identify that then you could put a process every manager every case is going to be different we can’t say we have one specific process and it’s going to work for everyone so i think it’s identifying uh the problem identifying where to disconnect is and then being able to put something and then we partner with Roy and Jimmy you know if it’s an off side you know we’ll get with the directors
@53:00 – Sylvia Mahfouz
of those departments and, you know, we’ll give them the feedback. It’s like, okay, what can we do? Let’s, retention isn’t just Diana or by job, you know, it’s all of us.
And it comes from our managers too. And we get a lot of support just like we do on the recruiting site, from their retention site to people.
Our team sees the value and the importance of having a good, not just a good culture, but the morale, you know, we want to make sure like, okay, we’re giving you the feedback.
I know it’s not always, you know, easy to hear, but it’s, this is, this is, these are the facts.
What can we do to fix that? You know, and let’s focus on the action plan, not so much on like, you know, the problem.
@53:40 – Jim Olen (Dreamentia)
So when it comes to recruiting in general, one of the things that is clearly different with TCI and your industry is you guys are looking for sometimes large numbers of people in a very short period of time.
And as we talked about on a couple of occasions you’ve had to really kind of work the magic to make some of this stuff happen.
So when you land these clients and when you are these customers’ accounts and you have to go into overdrive, talk a little bit about that, about having to learn how to do that.
You talked about CDS, kind of taught you a fair amount and then you rolled into some of these other big accounts.
How is that different? And how have you guys grown as a department and as a company having to deal with some of these really unbelievably huge challenges?
@54:36 – Sylvia Mahfouz
Yeah, I always say it’s like the most stressful, exciting, like someone cries usually at some point of a startup.
But it is, it’s exciting, it’s energizing, it’s stressful, it’s like everything all together. then when it’s done, you’re just kind of like, well it’s done.
Like I want more. Um, it helps like, you know, change the pace a little bit. And so when we have sometimes, it’s a large amounts of people and a short amount of time.
And then sometimes it’s like that needle and a haystack where they give us like the most random schedule, like in the weirdest location.
And it’s like, there’s no way I’m going to find a driver that wants to do that. And then somehow my team finds a driver that wants to do that.
And so, but for those big accounts, um, I think, you know, we’re so organized and so thoughtful in our processes and we’re prepared for these things, um, it’s more like, here’s a process.
Here’s how we execute. We go out there, we visit, we travel, you know, we’ll partner with the customer. We’ll keep them engaged with our process.
Like there are times when like the customer’s like, Hey, how’s everything going? like, everything’s great. me up to you or come meet this person.
And we’ve gotten shout outs from our customers. They’re like, wow, Sylvia and Marlene did such a great job. That’s a good job.
Yeah. And so it’s, it’s really. Really, it’s really nice being able to not just engage with the drivers, but also the customer and just like Diana said, where retention and recruiting, not just for employees, but for the customer and the team.
that’s a big start-ups that are probably really stressful, but really satisfying.
@56:17 – Jim Olen (Dreamentia)
Yeah.
@56:18 – Marlyn Mendez
rewarding.
@56:19 – Jim Olen (Dreamentia)
You mentioned preparation a couple times. Can you be specific? you say preparation is really important, we’re really good at that.
It helps us plan for these things when they come.
@56:31 – Sylvia Mahfouz
So what does that mean? What’s preparation? Yeah, I need to know what the customer needs, what’s the schedule, like if we’re talking drivers, it’s okay, what’s the schedule, details of the job, how many people we need, what are the schedules, what are the locations, just having a full view of what we’re doing, when we’re starting, what’s our timeline.
Okay. if we go live is on this date, then we know we need to do orientation on this date.
What are the driver’s schedules, and we kind of work backwards and get our timelines, and who’s doing we want where.
Okay, well, I need ops. Someone needs to do road tests for me. You’re coming with me to this location.
Okay, I need a truck to do these road tests. someone can someone deliver a truck. And so we have the timeline and the milestones essentially of the targets that we’re needing to hit for each week.
And then we have a very transparent documented process, right? So we have like our spreadsheets that are shared between ops and recruiting and projects.
we have weekly calls. going into the project planning of it, everyone knows where these are the drivers we have.
This is where they’re out in the process. This is with left. These are how many job offers we have.
And so Marlene actually is the one who kind of spearheaded that format. So that way you don’t have to keep asking me for an update.
Because I don’t have time to give you an update. Look at the spreadsheet, you’ll get
@58:00 – Jameca Lyttle
you know and so being able to have that you know that transparency with the team so that way you know if you want to know this is where you can go to find it and you know so ladies we are at time does anyone have to jump right now i have like two more questions no i’m good to stay all right so i did want to go back to we’re going to close it out in a moment but i have a question it made me think when you guys was talking about like getting into like a location where it’s like oh it’s like a needle in the haystack right so we have to find this person in this place and Jim we put a question here and i think i’m curious to the answer um dana and just collectively so how do you handle retention when expanding to new markets where the tci doesn’t have an established culture or presence because i’m sure that comes along with its challenges it’s like it’s a new location you know like it doesn’t have that culture so it’s a little bit different from being in commerce or being in you know San Bernardino and things like that where you’re around all these people and energy
like, you know, how does, how does that work? Because I would think it was a little different.
@59:04 – EspinozaD
It is. It’s very different. So here, Silvio, says, we can’t do it ourselves. We need to, we need co-signers.
need to find people that could be an extension of us. And that comes with having the right managers and gaining the managers their trust, but then they also trust us back.
Once we have each other’s trust and we become a we, then you kind of go into like, this is all what the vision is.
And they may see a vision differently, but what do we need to do to get the manager in that same vision that we have?
Once we identify those team members and they see what we see, they are not an extension of us. And we do those check-ins, not just with the drivers, but then with the managers, that’s the biggest, biggest, I think, positive thing that we do here at TCI is we trust our managers.
We talk to the managers like, how are your guys? is doing. Do you need help? Did we hire incorrectly for you?
Or you’re having issues like, well, walk me through, like, so we know how to recruit right for you. So we are able to retain, but then also the fun part.
it’s like, did you do those check-ins? Because I could call in and they’re going to tell me like, oh my gosh, Diane is my best friend always.
But then you’re never going to hear that their manager cares about them. So when there’s good news, we want the managers to be the ones to disclose that.
If I could get them the good news, they’re going to be like, well, I’m just going to something’s bad because she’s going to be the one that could fix it.
We want the drivers to have the trust that the trust managers are going to bat for them. They are going to be the voice for them although sometimes I go to sale and I’m like, Sylvia, this and this and this.
so it’s like, okay, let me see what I could do. She’ll fix it for us in hindsight. And then she’ll tell me like, okay, I’ll done whatever the case is.
I’ll tell the manager, you want to go back and you tell them it’s taken care of. The reason it’s because you create culture.
to create that trusting culture, um, the retention didn’t just fall, fall in place. And if it’s some locations, I’ll give you an example of flowers.
Uh, flowers, it’s foreign to, to me at least because it’s on the East Coast. So I don’t really get to talk to those drivers as often because it is such a large group of guys, but I do talk a little bit more frequently to those managers.
And it’s like, how is it? How are the guys? What do they need? Um, you know, it’s as simple as we’re ordering t-shirts.
I ordered just regular t-shirts for the team down here, but you get to know them. So it’s like, can you guys use these shirts?
like, we need dry fit because it’s so sticky and you know, you know, they’re the ones that are going to open up and tell you.
So when we go to these locations that we’re not too familiar and they don’t know what TCI is and they see all of our pictures of what we do in SoCal, we need the managers buying and to provide those pictures and show us that you’re partaking of the TCI culture so they feel like they’re part of the team.
They’re not just like an add-on to us.
@1:02:01 – Sylvia Mahfouz
Yeah, and we implemented the culture captains, right? Diana said it. can’t be everywhere at the same time. And we need eyes and ears at all these different locations.
so having our culture captains who, you know, it’s like, OK, we’ll say we’re going to have, you know, festivities for a certain holiday.
She’ll send a box. He’s like, here’s everything you need. Just make it happen. know, here’s all the decorations, or here’s the award.
Here’s the, here’s everything you need. Just help, like, we know you’re busy. Ops is busy. And we don’t want, we don’t want recognition and engagement to go on, you know, the wayside.
And so that’s where we send them everything they need. And we’ll be like, OK, you know, just do it.
You know, you got this. We’re here to support you. But we can’t be everywhere at the same time. There are eyes and there are ears to give us, like, an idea of how things are going.
And, you know, we really do try to make it out there. As much as can. just we can in each location like Jenny.
She’s in Savannah. She’ll make a ride. She’ll drive out to some of the Florida locations and she’ll help us.
She had pie with everyone last year for Thanksgiving. was like, just go get everyone pie. I was like, go get everyone pie and just share a piece of pie with them.
@1:03:21 – Jameca Lyttle
When she’s like, still, that’s a lot of pie.
@1:03:23 – Sylvia Mahfouz
She’s been eating pie all day because the drivers were coming in at different times. But it’s like, you know, they and I couldn’t go.
the extension of us, you know, we’re a lot of people care about our culture and we rely on other people who are part of our team to help us make that happen.
@1:03:42 – Jameca Lyttle
Yeah. I think I saw in the meeting today, Elton, when you did the drop down, there was like a culture captain meeting, I mean, that’s great.
So that definitely kind of gives me insight into like how it’s an extension across like everyone’s holding each other’s hand and supporting each other.
for any stars, leadership, management, drivers, like it’s just all kind of breathing. Yeah, it’s all connected. Jim, do you have, maybe we got time for like two more questions and then we’ll go ahead and wrap it up with the ladies.
Anything that you want to do before we get into future outlook stuff?
@1:04:16 – Jim Olen (Dreamentia)
Yeah, just kind of quickly about technology. know, five years ago, things were very different than they are today. You know, pre-COVID, the world changed, COVID technology has really taken over.
Are you guys doing anything specific? Have you, like, how are you embracing or using or tapping into technology to make what you do more effective, more successful, more yada yada?
@1:04:43 – Sylvia Mahfouz
Yeah, well, I mean, Marlene and I can talk about technology all day.
@1:04:47 – EspinozaD
We love it.
@1:04:49 – Sylvia Mahfouz
We use 10th Street, they’re ATS, and we’re lucky that they, they’re program that can integrate with other programs, and so they’ve helped stream.
line, our recruiting process so we can work faster and get more communication out to our candidates that are on our pipeline, being able to use the system to easily send like, you know, their direct screen physical documents and they know which clinic it is and then it’ll remind them like, oh, this is when your appointment is and they’ll tell the recruiter like, oh, they’re within five miles of the locations that they’re like, oh, okay, the driver’s going.
so being able to use the system that can automate the process is really important to us because like Diana said, you know, they’re not just talking to our recruiter, they’re probably talking a few and the recruiter that gets their first is going to win and so making sure our process is streamlined and quick and easy and painless like, it is important and so having our documents, our orientation is virtual.
mean, they’re welcome to come in, we’d love to have them and some people do because they want the, you know, they need them.
If they need help, like we’re here. Come on down to the office and meet the team. What are the technology duties?
@1:06:08 – Marlyn Mendez
DocuSign, there’s 10th Street, there’s DocuSign, there’s Infinity. I feel like we focus on making everything easier and efficient. I feel like that’s always the main goal and it’s not only efficient on the driver’s side but on our team’s side.
Like as recruiters, we have to work fast and quick and so 10th Street is the biggest tool if I need a position.
The first thing I’m going to do is if I need a Phillip position, first thing I’m going to do is go to my search, find it, put a parameter within 10, 15, 20 miles and email and text everybody within those 10, 15 miles that I that has applied in the past, you know, and it’s just using all those tools and I think it’s also not just 10th Street, it’s like indeed and then also Facebook, Instagram, getting out there.
think technology is big, it is the future, you know, so it’s like making sure that we’re using it to the full advantage that we can take out of it.
@1:06:59 – Jim Olen (Dreamentia)
I know. What about communication tools with, as far as technology goes, to keep in touch with your team and other things.
there other new things on the horizon that you are aware of that are coming down the pike and you’re like, oh, that’d be a really cool thing for us to explore and might be a game changer for what we do.
That could be a no.
@1:07:22 – Sylvia Mahfouz
could be like, no. Well, most of the stuff that we’ve talked to you guys about, like having a chat option on our website or we do already have chat options with our with our drivers through 10th Street.
10th Street has some survey tools that starting next year that day and all start using to get them back in like, you know, some feedback from the team and being able to reach out to them.
And then Sarah is a really big program that we use to send messages like across the company that they’re they have a really
really good program. Marlene, what you going to say?
@1:08:02 – Marlyn Mendez
Yeah, I was going to say, well, I mean, I feel like in our future we’re going to fully transition to 10th Street, like safety is looking to go in there.
Diana’s going to use the survey too, and hopefully you can also use that broadcast tool, you know, which is videos that we can just send out.
And sometimes it can be a very short sweet video, or, you know, I think there are tools out there that we know of, and we are working towards making sure that in the near future, we’re going to start using.
@1:08:29 – Jameca Lyttle
It seems like automation is key for you, So any tool that’s coming up, even like the videos you’re missing, once you get these videos, intro, check in, whatever, maybe you have a video for it, and it’s easy at getting the button, and it can still be your face, your beautiful smile.
Oh, you know, but it’s like, and it goes out to 300 people at one time, like anything that automates the distance for you, I think it’s going to keep things very streamlined internally, as well as, and then you ladies know this, you know, so I’m sure you guys are on
@1:09:00 – Sylvia Mahfouz
Automated tools that are coming up that can really make a difference for you guys. Yeah Because like we want our team to get a call like when we hire someone new like a driver They get to meet they do a meet safety call and now they’re gonna do meet claims call And then we want them to have information for their day one and Sometimes we have weeks or we hire a ton of people and sometimes it’s it’s not Possible to get to all of them within that amount of time and so having you know the videos prepared and ready where we can send it to them They’re still getting you know that You know person to person almost I mean it might be virtually but at least we’re still making sure the message is getting out there And they’re prepared for day one and so that’s why we’re really excited about that You know the broadcast tool which will will be able to send videos it could be a welcome video from Ryan and Andrew It could be like a history of TCI and you know video from safety or claims, you know and that way they can
You know, it’s even better than a phone call because then they get to see it, you know, and then when they see it.
@1:10:06 – Jim Olen (Dreamentia)
Yeah, yeah, how we feel about videos we’ve been we’re a big fan of that. So we think that’s great.
@1:10:13 – EspinozaD
I think the tools when we do these check ins. I always tell the girls, the recruiting team. The probably one of the highlights I get so happy and I mean that I get so happy I’m like run over to whoever was I’ll shout out.
When I ask them, how was your onboarding it to question we want to know right there the face to TCI.
How was your onboarding. I promise you put this I put this on my life guys, they have always every driver, every technician, everyone that has started says.
Oh my gosh, my onboarding was so fast. It was so easy. I’ve applied for the name drop. They will name drop some big companies.
like, Oh my gosh, how was that? know, like so like nosy. And then they’re like, Oh, no, you know, this person.
And we did everything automated. Marlene sent it to me and all I had to do was click, sign and they sent me my videos and I saw all of my videos and it was so fast and it was so easy and you know what they send out because what first and foremost are recruiting girls go above and beyond right.
work those extended holidays, the extended weekends, those nights try to get them in as fast as possible. know time is many so they’re like you know you’re out of a job like trying to get you in to make that money but I think what also makes it is that they’re familiar with the systems that they have now.
So it’s like how can you better yourselves like I’m sure they can but they’re pretty great right now so I don’t know how much better they think you guys are gonna do to with the new systems because whatever you guys have done now it’s worked thus far when it comes when I view it retention wise everyone has been so honest and just so grateful for the process that the girls have for onboarding.
@1:11:55 – Jim Olen (Dreamentia)
you.
@1:11:56 – Jameca Lyttle
Good to see you lady. All right Jim let’s wrap it up.
@1:11:59 – Jim Olen (Dreamentia)
Let’s drop in.
@1:12:00 – Jameca Lyttle
are our question where everyone’s sitting at the table, you know.
@1:12:04 – Jim Olen (Dreamentia)
Okay, so this is a standard thing we always finish these with. You can each take a stab at this based off of your respective roles.
If you are sitting at an industry table, maybe it’s an award show, maybe it’s a conference, maybe it’s a seminar or something, and you’re sitting around peers, other people in your industry that do what you do for different companies, and they are struggling to do what you do, what advice would you give them?
From peer to peer?
@1:12:39 – Sylvia Mahfouz
Well, I was at a national lease conference a couple of months ago, and I was peer to peer, and we went around the table and you know, I’ve, it’s happened a few times actually, where we present like the best idea, and so one time we presented the best idea, which was the automation, where we talked about
how to streamline our process. I went best idea for that. We did best idea for that one conference was how do we retain recruit and retain.
And so we talked about the level of program and the retaining through development. And we went best idea for that too.
And so my peers want to know how do we do our jobs better, right? How do we get the best talent?
And how do we, you know, how do we retain them? And, you know, we, I noticed turnover for reporters, right?
Diana, noticed her number for reporters, or why are these texts leaving? And it’s like, okay, they’re looking for advance.
Okay, why can’t we develop it, you know, program for advancement? And so we did, we developed that program. You know, we, I don’t know if talked in conference to talk about recruiting and retention and winning, you know, that,
that race for talent and so you’ll see that coming up soon which I hope we can market that a little bit after it’s done but I think getting our name out there and showing our hard work and our dedication to our team the ideas that we have that are outside of the box like the culture captains I had mentioned to one of my peers I’m like that’s a great idea we’re gonna do that you know it’s like I have such a talented team and they all have these great ideas and all these great ideas give us tons of amazing ideas and it’s helped us get to where we are and so you know I could have any conversation and you know I get messages from my peers you know every now and then it’s like how do you do this or how do you do that or what do you think of that you know being able to support each other like peer-to-peer company to company you know and sharing ideas and being resources to each other is really important to us and so but when I when I have
to answer your question, for me, it would be, you know, the culture and the dedication to recruiting and retention through development programs.
@1:15:11 – Marlyn Mendez
I want to say something too. I think the biggest thing I’ve learned here is don’t be afraid to take that leap.
You know, I feel like a lot of people are scared of change and you hear that a lot, like, you know, this is how we’ve always done it or this is what I’m used to.
And you’re not going to get better if you don’t try. You don’t try something new. Even if you fail, we failed a few times, you know, and all we have to do is pick ourselves back up and let’s try something different.
@1:15:38 – Sylvia Mahfouz
You know, it’s just, it’s always looking for the best way to do things, and sometimes that’s going to require you to constantly evolve.
@1:15:46 – Jameca Lyttle
I like that one.
@1:15:47 – EspinozaD
I think for myself, if peer to peer and they ask that, I would probably say I wrote it down.
Culture is find yourself. in a position or with a company that offers the same vision, the same culture that you have, because you can’t teach culture.
It comes from within. So I can tell you and write it on a piece of paper and upload the system, you’re going to be like, okay, let me read on it.
But if you need to read on how to celebrate someone, why do you need to read it a little bit on you?
Because I’m not so sure. Do you have that little human piece in you? We should know how to celebrate someone, right?
So I think it’s culture. It’s also trust. We’re put in this position and you’re offered job, right? Because I trust that you’re going to get the job done.
So trust yourself. Marlene, use of the word empowerment. Empower yourself. Because you’re going like kind of hesitant, kind of timid.
Like, still just like, I trust you. Do whatever you have to do because I trust you. trust you, Marlene.
Do what you have to do. I think also it’s finding your niche. A lot of the times people aren’t happy and you don’t realize it because it’s job and you pay me.
accurately and it gets my bill state but it’s not really what I really wanted because I’m not sure what I’m good at.
So I think it’s again trusting yourself and finding a niche and finding your niche but if you are in a company or your work for a company that trusts as you they’re going to guide you and they’re going to pay in the right position and they’re going to trust that you’re going to do good they’re going to develop you.
So I really think that that’s what makes us unique at TCAs that all of us have been given different opportunities by different people in the company.
All of us have been plugged and you’re like hey you’re good at this but you might be great at this and you’re like but I didn’t ask for it like well too late if you’re going so I think a lot of that has happened here at TCI.
@1:17:41 – Jameca Lyttle
I mean that happened on our call like that’s how we started. Yeah you literally started back and it’s like well Marley came in for this and I ended up the middle of the second Sylvia was like I started here and who we all are you know.
@1:17:56 – Sylvia Mahfouz
I forgot to mention like the I mean we haven’t really. We keep saying culture, culture, but our culture is our core values.
And I always say it in my team says that our core values are not just words that are on our website or on a poster.
They are the foundation of who we are as a company and individuals. And we use the core values to hire and to promote and to, you know, develop our team.
And when we do our reviews, like they are who we all are collectively. And so when we say culture and we talk about culture, everyone’s definition of culture is different.
So it’s important for a company to really define what their culture is. And for us, it’s through our core values.
so that’s, I think, you know, anyone can read an article and say, okay, culture, but they’ll have their own idea of what the culture is, you know.
And you can’t really tell people how to, you know, when you use the word, they might not understand what it is because they have their own experiences of what culture is or isn’t.
But I think in order for companies to build culture. you use your core values as the foundation to build that culture.
@1:19:03 – Jameca Lyttle
I’m to push that. Well, ladies, this has been amazing. I hope you guys enjoyed it. think we got a lot of information.
I learned so much. I already knew a lot of this, but it was just really inspiring to hear it all come from you guys in a different, your own way, but also very collectively.
Kristen, I hope it was great for you to hear.
@1:19:22 – Sylvia Mahfouz
I know that’s a whole other part of my department that we haven’t even gotten to talk about this.
@1:19:28 – Jameca Lyttle
Recruiting retention and marketing, you all hear it together. We’re going to have to kind of come back around to that when you’ve been there for a while, Kristen, and we have our own, and we follow up with you, and we talk about how that’s all kind of coming in together.
@1:19:41 – Kristin Walters
And then maybe I might get a quote at it too in that one. Sounds good.
@1:19:47 – Jameca Lyttle
Jim, you got anything else for the ladies before we let them go?
@1:19:50 – Jim Olen (Dreamentia)
This has been awesome. No, I can keep going for forever. So I think it was a good time to kind of stop it.
We’ll see what comes out of this. This is one of those types of interviews that where I don’t think we came into it with a particular strategy and don’t think we knew specifically what we wanted this to kind of say.
Sometimes like John will come in with his story and like, we have to talk about blah, blah, blah. Okay, great.
We’ll talk about that here. We’ve got to find it. We’ve got to find that sweet spot and kind of deliver a story of the recruiting and retention team that really elevates CCI and sets you guys apart in a way that anybody whether you are a potential client or a potential employee reads it and says, ah, this is a company I want to I want to be a part of.
@1:20:36 – Jameca Lyttle
And also for those who have been on the other side of this who have been hired and who’ve been with the team and who’ve worked with you guys and they’d be like, yeah, that’s really important too, right?
@1:20:47 – Jim Olen (Dreamentia)
It’s internal marketing too. We’re not just talking to people who don’t know TCI.
@1:20:51 – Jameca Lyttle
We’re talking to people who do know you and we want them nodding their head through the whole thing saying I’m in here and I’m loving it.
So yeah, I love those ladies.
@1:21:00 – Jim Olen (Dreamentia)
That’s that’s start going this one. thank you guys.
@1:21:02 – Jameca Lyttle
really appreciate the time. We will come back. We’re probably going to need about seven to ten days to kind of put it together.
It’s going to be great because we will probably follow up around like driver appreciation week. We talked about that.
Or and then we also Sylvia to something to think about. We know you have women and trucking coming up.
So we may want to pull something else coming out of this and maybe do something on you. You would be okay with that as well.
So I think that would be great just to keep the momentum going. And you know I think I love that this is like kind of an all women’s thing.
@1:21:34 – Sylvia Mahfouz
I know I like to say. I think I’m one of this you who has like an all girl team.
@1:21:41 – Jameca Lyttle
So I do like hashtag Robos like.
@1:21:46 – Sylvia Mahfouz
But then I don’t want to seem like I refuse to hire men because I have in the past.
@1:21:50 – Jameca Lyttle
They just never work out. don’t know. not my fault. But I think going to we can see. I think that there’s some legs there.
Um, because, you know, I also I felt like there was a sisterhood and there is like the element of family with you guys and that’s important as well.
@1:22:08 – Sylvia Mahfouz
So yeah, and I would really love for you to meet the rest of the team at some point because we have some really amazing talent on this team like Jenny and Laura and Theresa.
Like she’s been, Theresa has been in the industry for years. She’s the most senior of us all. She’s been recruiting for Theresa longer than most of us.
so, um, I think that might be a set, like the second part. then, you know, I think we can keep going because recruiting is the heartbeat of TCI.
bring in the hearts and souls and all the people and one person at a time. So yeah, I would love for it to be like a recruiting series.
@1:22:49 – Jameca Lyttle
No, it would be great. I mean, when next time we’ll bring some wine.
@1:22:56 – Sylvia Mahfouz
That’s kind of fun. Let’s do that.
@1:22:58 – Marlyn Mendez
We’ve actually done that one.
@1:22:59 – Jameca Lyttle
Yeah.
@1:23:00 – Sylvia Mahfouz
We were all like in different states, then we were, I think we were in a startup or something, and we decided to do a happy virtual happy hour and we’re all just hanging out and like we had a little bit of wine.
@1:23:11 – Jameca Lyttle
So you should use that like right around like women and trucking us, celebrate you, Sylvia, and just kind of make it very casual, a chat with the recruiting team, you know, and just make it fun, you know, just keep that open.
@1:23:24 – Jim Olen (Dreamentia)
One last thing before we check off, we did send you that list of questions. you’re at home tonight sitting around like, Oh, I forgot something or there’s something you want to add to or we didn’t ask a question.
Just fill it, fill it out and send it in an email or something we had I think was it was it Mike filled out the entire thing.
So he didn’t have to, but he did and those super helpful because it really lets you phrase something the way you want to phrase it instead of just kind of winging it and spitballing it the way we do here you get to put it in the words you want and those often will end up being
or things that we might pull from word for word. So you don’t have to, but if something comes to mind, those are super helpful over the next couple of days.
It doesn’t even have to be right away.
@1:24:09 – Sylvia Mahfouz
Okay, sounds good. We can probably get some quotes from our peers and their experience with the recruiting team too, because you don’t have to take our word for it.
We know we’re the best team, but if you can hear from someone else, that would be great.
@1:24:21 – Jameca Lyttle
love that. I’ll list out bullet points.
@1:24:23 – Sylvia Mahfouz
two, three. All right, thank you guys.
@1:24:27 – Jameca Lyttle
Good day.
@1:24:29 – Marlyn Mendez
See you