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The resource magazine for cargo professionals

Winter 2017Vol. 25, Issue 2

ʻIRIDING THE STORM OUT

Lynden helps customers rebuild after destructive hurricanes

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never thought the sight of 20 pallets ofwater would be so beautiful,” says Lyndencustomer Kevin Krotenberg of Petsmart.

“Thank you for all you did to ensure that our Puerto Rico family was taken care of.” Since Hurricanes Harvey, Irma, Jose and Maria struck the Southern U.S. and Caribbean this fall, Lynden International has been restoring order at its own affected loca-tions in Miami, Houston, Atlanta and San Juan and doing the same for its customers. Coordinat-ing charters to Puerto Rico has been Lynden’s pri-mary focus, with many of them carrying supplies from parent companies on the mainland to their employees and facilities in Puerto Rico.

“I don’t think anyone anticipated that the re-covery in Puerto Rico would take this long,” says Frank Butler, Lynden’s Southeast Regional Man-ager. “I have worked through several hurricanes on the island, including Georges and Floyd, and none have taken their toll to this extreme. As of late November, 70 percent of the island is still with-out power. The light at the end of the tunnel is still very far away.”

Until November, most shipments to Puerto Rico were relief supplies to take care of residents, but now incoming cargo includes construction materials to jumpstart businesses and start the rebuilding process. Lynden customer C.R. Bard has chartered more than 10 aircraft from Miami to bring in tools, fuel containers, wood and other

supplies to rebuild its pharmaceutical manufactur-ing facility near San Juan. The first charter car-ried 504 generators and 40,000 pounds of water to hundreds of Bard employees stranded without power or water.

The latest charter also contained a genera-tor, but at 40 feet in length it required an Antonov 124 to transport it along with three oversized fuel switches and several fuel berms and containers. The hold also contained 150,000 pounds of sup-plemental freight for the rebuild of Bard’s plant. “It took 16 hours to load the charter by crane in Fort Lauderdale and 5 hours to unload,” Butler says. The loading started at 3 p.m. on a Saturday and the door closed at 11 a.m. on Sunday. To compli-cate the rush project, a tropical storm moved in from Cuba drenching Lynden’s crew with driving rain. “I’ve worked many charters before, but this is one that I will never forget,” Butler says.

Customer GAP has also called upon Lynden for help delivering essential supplies to employ-ees in Puerto Rico. GAP employees in San Juan received backpacks filled with water, first-aid kits and other emergency supplies from the home of-fice in Kentucky. Lynden not only moved the freight but provided its own warehouse outside San Juan to distribute the backpacks to employees. “We appreciate the extraordinary partnership, flex-ibility and assistance of the Lynden team,” says

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FROM NOME TO NASHVILLE

t was 25 years ago that Hurricane Iniki struckthe island of Kauai, Hawaii. Lynden was thereto help customers rebuild. Today, we stand

with them again as they struggle to cope with the aftermath of Hurricanes Harvey, Irma and Maria.

Our facilities and employees were affected in Puerto Rico as well as in Texas, Florida, Ten-nessee and Georgia. Luckily, all of our employees and facilities came through the storms safely, but many of our customers suffered – some far worse than others. At times like these, partnership be-comes more than just a word. We are committed to getting our customers back on track, whether it’s helping them rebuild infrastructure or their cus-tomer base. With our multi-modal capabilities and global experience, we are uniquely equipped to step in and provide the help desperately needed. In fact, Lynden International has facilitated over seven charters carrying water, food, medical sup-plies and other essentials to San Juan. Providing

help to our customers and their families, friends and colleagues has been an experience we will never forget. As one of our customers put it, “This just warms my heart,” when she saw pallets of wa-ter and clothing being distributed from our ware-house. Our hearts are also with our own employ-ees in San Juan. Within days of their own personal tragedies, they were back in the office serving customers with computers and phones powered by genera-tors. We are humbled by their work ethic and strength and honored to assist our custom-ers in this devastating time. It is a clear example of the “Lynden Difference.”

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that it started up with just a few turns of the front hand crank. All parts were intact with just a few tears in the original interior. Lynden Air Cargo as-sisted the family in creating a transportation plan to fly the Model T from Nome to Anchorage via its Hercules aircraft and then ship it south to Seattle.

“It involved a tow truck and a Lynden flatbed to get the car to the Port of Anchorage among oth-er things,” Barndt says. The car was put into a spe-

cial container for the voyage to Seattle. From Seattle, the Mod-el T was trucked to Nashville where Ernest Austin and his family were eagerly awaiting its arrival. “Our experience with Lynden was quite positive. We were on very unfamiliar ground and in a difficult situation,” writes Austin, “but you took us by the hand and made it easy for us. Your Lynden people in Anchorage were especially

helpful and extended themselves greatly beyond the normal call of duty on our behalf.”

family heirloom in the form of a 1925Model T received special attention fromLynden when it was discovered in a

warehouse in Nome, AK. “I took an interest in this move once I received the call,” says Bob Barndt, Lynden International District Operations Manager. The owner passed away and left a warehouse full of items for his family to sort through. They found the Model T in the back. It was so well-preserved

Lynden Air Cargo Senior Loadmaster Leo Lopez loaded the Model T in Nome and brought it to Anchorage. He took this picture on the tarmac.

Laura Sanders, Vice President,Carrier Relations and Customer Experience

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“The Puerto Rico team exemplifies the Lyn-den spirit of putting the customer first,” says Lyn-den International President John Kaloper. “They deserve recognition for their resilience and cour-age in dealing with their own personal challenges from the hurricanes and their unwavering commit-ment to customers. They worked around the clock, seven days a week, for a month.” Lynden compa-nies have donated thousands of dollars to chari-ties supporting hurricane victims as they rebuild their homes and lives.

Continued from page 1Donna Nelson, GAP Director of Do-mestic Operations. “This was a great example of individuals across teams making something happen that was not easy.” GAP stores are starting to see a rebound in retail activity as Plaza Las Americas opened in November. People are returning to the mall to es-cape homes with no air conditioning or electricity and also to replace clothing and other items lost in the disaster.

At this point in the island’s recov-ery, shipping has transitioned from ex-treme need where everyone needed help to a more normal freight pattern. Both the San Juan airport and seaport sustained damage and required clo-sure and repair. Both are now open, but a glut of containers on the island is impacting the disaster relief efforts and the island’s supply chain. The three carriers that service the island, barge lines Trailer Bridge and Crowley and steamship line TOTE, are all reporting container shortages.

“We have hundreds of containers waiting to be unloaded, but that can’t happen until ware-house facilities are fully equipped to handle the cargo and drivers are available to return empties back to the port,” explains Butler. There is now a tremendous backlog of freight sitting at the port with container ships coming into San Juan fully loaded and heading out half empty.

The container situation is just one of many unique circumstances in Puerto Rico. Until just recently, access to power, food and water was lim-ited and rationed. Cell phone towers were down and a nightly curfew was in effect to minimize loot-ing. Despite this, Lynden employees were back in the office within days of the disaster trying to piece together a way to keep serving customers.

“We can’t even begin to comprehend the situ-ation they were in,” Butler says. “No running water or drinking water, no electricity or refrigeration, no gas for cars or generators, 90-degree heat and humidity with no air conditioning and no stores to purchase food or supplies. Employees were wait-ing seven hours in line for gas to power the gen-erator for the office.”

Lynden loads a charter of generators for Bard.

Miami District Manager Sulaisa Rejo moves relief freight in Lynden’s Miami warehouse.

San Juan District Operations Manager Maria Rivera with a GAP employee and care packages at the Lynden warehouse in Puerto Rico.

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merijet International Airlines was recentlyput to the test. The confluence of back-to-back Hurricanes Irma and Maria hitting

the Caribbean and Florida created a host of chal-lenges for the Miami-based cargo carrier. Amerijet was forced to shut down its Miami hub operations and move to its Operations Control Center (OCC) in Atlanta. Flights were sold out, so the operations team made the 10-hour drive in bumper-to- bumper evacuation traffic. The goal was to arrive in Atlanta with enough time to transfer the airline’s operations to the northern location and resume business. Amerijet pilots stepped up and left their homes and families – many who were in the path of Irma – to begin relief flights to Puerto Rico, the Virgin Islands and St. Maarten.

Amerijet started its relief flights from Houston and Atlanta into the islands soon after Hurricane Irma had passed Puerto Rico, but well before Irma had made landfall into Florida. This meant that its planes and pilots were flying around Hurricane Irma when it was active between Florida and Puerto Rico. “The volunteer pilots all knew that, no matter

what lay in store for their homes and families in Florida, there were people in the Caribbean who needed them,” explains Derry Huff, Amerijet Vice President of Strategic Initiatives.

The first commercial freighter into San Juan after Hurricane Irma hit was an Amerijet 767-300F, Flight 453 on Sept. 8. Since then, Amerijet has continued to operate its 767 freighters each day, with back-to-back flights into San Juan carrying generators, water, medical supplies, baby food and other relief supplies. “Amerijet’s 43 years of experience and 767 main deck capacity were put to the best use possible as employees worked in tandem with FEMA and the U.S. military to deliver immediate relief,” Huff says. In addition to assist-ing the U.S. government, Amerijet charters have delivered private humanitarian donations to the islands as well. One flight carried 67,000 pounds of water, canned food, paper goods, diapers and first aid supplies, which were distributed via police escort to locations throughout the island. Amerijet expects to continue similar charter operations well into 2018 in support of the rebuilding efforts.

LAST OF THE U.S. ALL-CARGO AIRLINES

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Amerijet: Experience you can count on

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With 120 offices in more than 78 countries, Amerijet provides seamless worldwide air freight services moving cargo through one of the world’s largest cargo transportation networks. Amerijet’s fleet of Boeing freighters support scheduled ser-vice and move more than 300 million pounds of freight per year. In 1987, it opened its hub at the Miami International Airport setting the foundation for what would grow to become the heart of its international shipping presence.

“Amerijet’s primary goal has always been, and will continue to be, developing long-term re-lationships with customers by providing first-class products and services,” says Pamela Rollins, Senior Vice President of Business Development. That goal is being met judging by the testimoni-als on the company’s website. More than 100 satisfied customers have written comments about Amerijet using the words trust, courteous, reliable and confidence to describe their experiences. “We strive for honesty in our intentions, words and ac-tions,” Rollins explains. “We are accountable for both successes and failures, and we learn and im-prove from both. I think our customers appreciate that attitude.”

Although it specializes in many types of cargo, including live animals, oversize and dan-gerous goods, the airline has made a name for itself handling temperature-sensitive air freight. Amerijet transports 65 million pounds of tempera-ture-controlled product each year supported by a custom-built 10,300-square-foot perishables han-dling center with pre-cooling capabilities at Miami International Airport. A 210,000-square-foot export and 100,000-square-foot import air cargo handling facility is also available at its Miami hub. Custom-ers may choose from refrigerated, frozen and chilled storage to maintain the cold chain integrity of pharmaceuticals and perishables. Advanced monitoring procedures, real-time shipment alerts and cargo tracking provide end-to-end visibility. Alarm systems, temperature data recorders and 24-7 Closed-Circuit TV (CCTV) monitoring are all standard for each shipment.

Earlier this year, Amerijet became the first all-cargo U.S. airline to earn the Center of Excellence for Independent Validators (CEIV) in Pharmaceuti-cal Logistics Certification. “We have made invest-ments in our temperature-controlled cold-chain

In the second quarter of 2018, Amerijet will be-gin its first transatlantic service to Brussels Air-port, adding an impor-tant European gateway. “The transatlantic route is a natural progression of our expansion that started in the mid-1990s when we opened the first general sales agent office in Europe,” Kar-jian says. “Brussels is a strategic location allow-ing Amerijet to provide a seamless connection between Europe and our network in the Ca-ribbean, Mexico, Cen-tral and South America.”

With a leading presence in its primary service regions of Latin America and the Caribbean, the company is poised for continued global growth.

program and our employees have also put in a lot of hard work,” says Vic Karjian, Amerijet President and CEO. “We support the global healthcare initia-tive of putting patient safety first.”

Looking ahead, Amerijet is investing in the ex-pansion of its fleet and facilities and the launch of a new website providing customers with a portal of-fering complete end-to-end shipment transparency.

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ake some time to look around your worldtoday. Try to determine how many timesyou are involved in some kind of negotia-

tion, where you are selling someone on accepting your idea at work, selling your son on the impor-tance of taking a shower after sports practice, sell-ing the air hostess on changing your seat on the plane, etc.

I am certain that you will be astounded at how much time you actually spend, every day, involved in some kind of negotiation, where you are at-tempting to persuade someone to see your point of view or attempting to influence someone to do something.

I have taken an in-depth look at my own life and was very surprised to see how often I am in-volved in selling or influencing people to accept my point of view throughout my day. This made me realize that selling, or the ability to positively influence the people around you to see things from your perspective, is not limited to people who have Sales Professional on their business cards. It is a crucial life skill needed by everyone.

Selling every dayAfter realizing how often I am involved in

selling throughout my day I thought that other people must be in a similar position. I then con-ducted research into how much time the average person spends involved in selling or attempting to positively influence the people around them in the workplace.

My research showed that people on aver-age, irrespective of their job title, spend around 40 percent of their day persuading, influencing or attempting to convince other people. So, in reality,

whether you like it or not, everyone is involved in sales every day.

For you to win at selling, or to get someone to understand and accept your point of view, does not require competition at all. It requires coopera-tion, understanding, fair exchange and for the per-son doing the selling to be in a place where they are constantly looking for ways to help or support the other party.

“WIIFM” – What’s in it for me?When you are attempting to persuade, influ-

ence or convince someone to do something or sell them on an idea you have, it’s always easier when you do not try to manipulate them. Instead, focus your negotiating skills on showing them what they stand to gain when they see your point of view, act in accordance with your wishes or buy what you have to sell.

ARE YOU IN SALES?

Andrew Horton is one of South Africa’s top sales training experts. He inspires sales professionals to explore the limits of their potential by using sales tools and practical sales techniques. Article source: http://ezinearticles.com/?Are-You-in-Sales?&id=7964008

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“Selling… is a crucial life skill needed by everyone.”

Authentic honestyWe are all made of energy and can sense

other people’s energy. So when someone is be-ing sincere, authentic and honest, you can feel it. The people you are attempting to convince or persuade are no different. They will sense when you are being authentic, focused on their needs and wishing to help them or when you are selfishly focused on your own needs.

If you want to succeed at selling someone on your idea or sell a product or service to a pros-pect, remove your need to manipulate and win and replace it with a need to help, support and en-sure that the other party gets something of equal value in return. When you approach any negotia-tion squarely focused on the other party and their needs, instead of your own, you will become far more successful at persuading, negotiating, influ-encing or selling anything.

InsideInformationNews briefs fromaround the LyndenInternational system

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Buchumov keynote speaker in MoscowLynden Moscow

Sales Manager Sergey Buchumov was the keynote speaker at the Aerospace Ground Handling Conference for Russia and the CIS in Moscow in Septem-ber. Buchumov (right) was one of 30 experts asked to speak at the two-day event which draws Russian and international aerospace companies as well as airport industry professionals from across Russia. “My presenta-tion focused on the coordination of Russian law and International Air Transport Association (IATA) regulations,” he says. “This event is a great oppor-tunity to meet new customers and share Lynden’s expertise in this area.” Buchumov also spoke at the MRO Russia and CIS conference at the Mos-cow World Trade Center in March.

The Inside ScoopWhat customers are sayingabout Lynden International

“Lynden employees are consummate professionals – knowledgeable, responsive, efficient and personable.”

stem cells from Los Angeles to Ireland on a 48-hour turnaround. Olsen arranged for a dedicated refrigerated container and an overnight truck to deliver the shipment to Los Angeles Airport for a flight into Scotland and on to Cork, Ireland. And it was all done on a weekend. Leon (pictured) pro-

vided the same level of service for customer Rick Skrable of Electro Rent Americas. A wind farm in Maine needed several oversized pieces of equipment to conduct an important test to keep the power on in Maine, New Hampshire and parts of

Quebec. “Dora worked miracles getting the ship-ments from Houston and Van Nuys, CA, delivered by the deadline to the destinations in Maine. She made it appear effortless – which I know it wasn’t – and helped keep the lights on in the Northeast,” Skrable says.

Lynden companies recognizedInbound Logistics magazine named Lynden

companies to the Top 100 3PLs, Top 100 Truckers and the Green Supply Chain Partner (G75) lists for the seventh consecutive year.

David SmithLogistics Analyst, BioPharma Solutions

Baxter Healthcare CorporationBloomington, IN

Happy campers in Nova Scotia A Scouts Canada group was in trouble try-

ing to get their gear moved from Mississauga, On-tario to Elderbank, Nova Scotia for the Canadian National Jamboree. This remote area is serviced once a week and the jamboree organizers only allowed delivery within a short window of time. A Canadian holiday also complicated the situation. Lynden Canada Co. International Freight Manager Chris Bourgeois and his team located a carrier to make the deliveries on the holiday allowing the scouts to receive their camping gear in time for the event. “Lynden came through with flying colors for the kids,” Bourgeois says.

Customer service personified Robin Olsen and Dora Leon are the faces

of Lynden’s award-winning customer service. Olsen, a Los Angeles Operations Manager, was recognized by customer AMPAC Fine Chemicals for coordinating a critical, perishable shipment of

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Lynden in the Spotlight

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PERSONAL DELIVERY TO MOLDOVA

L ynden’s experience shippingto U.S. and global militarylocations came into play when

it was asked to provide a personal es-cort with special military clearance to accompany a shipment from Fort Dix, NJ, to Moldova, a small land-locked country in Eastern Europe. The cus-tomer, DCMA Hartford (Defense Con-tracts Management Agency), is part of the Civil Reserve Air Fleet (CRAF) shipping platform.

Sister company Lynden Air Cargo is a CRAF carrier and Lynden Interna-tional is Lynden Air Cargo’s exclusive forwarding partner for all CRAF eligible shipments through U.S. Transportation Command.

“This particular project was a perfect fit for us,” explains Daniel Gotham, Lynden International Di-rector of Business Development for Western Rus-sia/CIS. “We are experts at coordinating govern-ment and military projects and this move, although unusual, was right in our wheelhouse.” Due to the nature of the cargo, the shipper required a back-ground check for the escort. Lynden International Safety Manager Gregg Bergstrom maintains a se-curity clearance as part of his Army Reserve ca-reer which allowed Lynden to submit an already verified escort and decrease processing time for the customer.

Bergstrom escorted the special cargo from Fort Dix to JFK Airport by truck then to Vienna by air. From Vienna, it was back to truck trans-port though Romania to the final destination in Chisinau, Moldova.

“The support of Dan Gotham, Barb Corley, Victor Turichenko and our partner in Moldova made the trip a smooth one. Most people I dealt with along the way spoke English, but the Hungar-ian driver only spoke Russian. We used Google Translate to talk. As we drove further east through Romania, horse-drawn carts on the road became common. It was an interesting experience, and I’m glad I was able to help.”

Lynden International’s Gregg Bergstrom documents entry into Moldova as he escorts a shipment.