United Leader Magazine talked with Dave Wilburn, Director of Household Goods Operations at Carney-McNicholas, Inc. Wilburn has been with the agency for 17 years, and he worked previously for the Carney-McNicholas system as a driver, warehouse manager and dispatcher. Carney-McNicholas marks its 30th anniversary as a United Van Lines agent this year.

UL: What should a customer expect from your agency?

Wilburn: Customers can expect us to serve their needs. That’s the bottom line in this business. We will find out their needs, and we’ll make the move work.

UL: What do you see as the key to stability and longevity in this industry?

Wilburn: For us, it has been having good people working on every part of the move. Right from the start, our salespeople provide solid, honest estimates. We’ve always had great move coordinators here, and they make a point of providing quality service the whole way. I was formerly a driver, and I know how important it is for drivers out there to continue operating with the same respect and quality that we start here at the office.

UL: What is one of the challenges you have faced over the years? How do you work to resolve it?

Wilburn: It’s hard for the owner-operators to make a living in this business with costs going up. From the agency standpoint, it’s hard to sell those less-than-attractive moves to the drivers because not every load is a smart business move for them with fuel so high. I understand this, and I make a point of remembering who takes those less attractive moves and I help them out next time, move them to the top of the list when a good one comes along. I also try to reward my operators by providing them a choice of moves. That way, they’re happier because they’re doing the job they chose for themselves.

UL: How do you keep safety top-of-mind?

Wilburn: We don’t tolerate anything but being safe. It’s a day-to-day process for us. We have had a Quality Labor Training program in place for years, and we reinforce all the materials Headquarters puts out there. Our drivers all get online and do the classes. We advocate safety every single day here.

UL: What industry trends have you noticed?

Wilburn: This industry basically follows the lead of the economy. We’ve seen tariff changes, economic changes, policy changes…but it really all boils down to the same thing: you get a truck, fill it and deliver it. When you look at it that way, you realize it’s really all about the customer service, and the next guy can fill up a truck just like you can, but you have to have better people working for you, quality labor, and quality people back at the agency.

UL: What advice do you have for someone just starting out in the industry?

Wilburn: Remember that without customers, we have no business. Their needs are our primary concern, and we have to serve them. Take advantage of all the training that’s available, and get ready for some hard work. You have to have a good rapport with people, listen to them, and fill their needs.

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