looking back—looking ahead - norfolk southern · looking back—looking ahead ... page 2 wins...
TRANSCRIPT
I am sure you have seen the many Norfolk Southern headlines this year touting anniversaries and celebrations – the 30th anniversary of the Norfolk & Western and Southern Railway merger, the Conrail acquisition in 1999, and the celebration of the 23rd Harriman award. What do you think about when you read these headlines?
I think about the experiences and perhaps the hardships endured by those who came before us. As NS looks back to honor predecessor railroads, it is an ideal time to look back at those who blazed the trail for us. As a third generation railroader, I remember hearing my father and grandfather talk about how the railroad had changed over the many years they had worked for Nickel Plate and Norfolk & Western. Naturally, I thought to myself, there is nothing left to change – right? Well, look around us; I was so wrong! Just consider some of the tools used to get the job done some 30 years ago – #2 Pencils, bags of pouch mail, carbon paper, mimeograph machines, computers the size of SUVs that had their own room – to name a few! Now think about the means that
Looking Back—Looking Ahead
Our Mission: “To Give Norfolk Southern a Competitive Advantage by Fostering Professional Development and Leadership.”
Looking Back—Looking Ahead 1
Big Anniversary: Big Future 2‐3
WiNS in 2012: At the Halfway Mark 10
Being Part of the WiNS Legacy is Up to You!
10
Meet a Member: The Chattanooga Choo‐Choo Introduces Misty Radcliff
11
Leadership & Development Workshop: Service Performance
11
Enhance Your Presentations: 21 Quick Tips
12
Happy Anniversary Norfolk Southern 1982‐2012
3
Make Customer Service a Priority 12
Dates to Note 13
Welcome New Members! 13
Ringing the Closing Bell: Norfolk Southern at the New York Stock Exchange
5
Norfolk Southern: A Line In Time 8‐9
‘Eat Steel & Spit Rivets’ 6‐7
Our Colorful Heritage 4
Inside This Issue:
we now use to accomplish similar tasks ‐‐ e‐mail, laptop computers, facsimile (fax)
machines, cell phones, Internet and the list goes on.
Beyond advances in technology, 30 years ago, there were no organized affinity groups that promoted networking, mentorship, c o a c h i n g o r o t h e r development support that we benefit from in today’s work environment. We have certainly come a long way, but we still have opportunities to
grow and contribute to the success of our organization. As we look ahead, think about what NS employees may be saying about WiNS 30 years from now. What do we want them to say about our organization? No matter what your personal or professional goals are, there are endless possibilities in WiNS to further develop skills or learn new ones. WiNS offers all members the chance to lead or participate on teams, to be creative, to learn about budgeting, and coordinating events. By actively participating on committees, you can have a positive impact to WiNS’ legacy. Just think, 30 years from now, someone will be saying WiNS made a difference; WiNS helped provide powerful, effective change on an individual level contributing to NS’ competitive advantage.
June 2012 Newsletter
by Andrea Chappelle
As we look ahead,
think about what
NS employees may
be saying about
WiNS 30 years
from now.
Thank you to Corporate Communications for providing the collection of 30th Anniversary articles and photos in this edition!
Traditionally, big anniversaries such as a 30th anniversary involve a gift of pearls. For Norfolk Southern under the leadership of CEO Wick Moorman, it involves 30,000 plus pearls, also known as employees. Norfolk Southern’s 30th brings a ton of pride to Moorman. “This moment – this anniversary – this is for the employees of NS,” he says.
The three decades prior to today have been an incredible journey. Employees hailed from various predecessor roads, and with each merger more and more cultures blended. Emotions sometimes ran high, habits could be hard to change, and finding the most efficient way to move freight was challenging. But each of those decades, and the experiences learned during them, have made NS a premier transportation company ready to safely serve our customers for many more years.
Moorman does not hesitate when asked how we should experience this accomplishment.
“This is an opportunity to take a moment to celebrate, reflect, and remember. I hope some of our events, such as the viewing of the Heritage locomotives and the 21st Century steam excursion rides, will provide a little more excitement to this energizing moment.”
Moorman knows the celebration shouldn’t last too long. After all, there is plenty more work to do.
Page 2 WiNS Newsletter June 2012
by Erin Dudley “The future showcases an opportunity for new growth, development, and innovation as nearly 30 percent of the nation’s railroad workforce is anticipated to retire,” he says. “It’s hard to believe the majority of our employees today were hired by NS and not by the Norfolk and Western or by the Southern.”
“Our railroad is constantly investing record amounts of capital into our infrastructure. Because of shifts in the domestic and international economies, our network must be ready to serve a broad base of customers and accommodate a large range of commodities.”
One such area is the intermodal market, and Moorman is proud of NS’ related corridor initiatives.
“Our Crescent Corridor will continue to serve as our primary intermodal freight corridor. The Crescent, a 2,500 mile network from New York and New Jersey to the Southeast, will continue to capture share of the domestic intermodal market while suppo r t i ng ou r e f f i c i en t international intermodal service for containers moving into, out of, and across the country. The best news is that once our five new intermodal facilities (Birmingham; Charlotte; Greencastle, Pa.; Memphis; and Rutherford) are completed, the intermodal volumes across the network will continue to represent strong market share.”
In addition to the Crescent, Moorman shares confidence in the success of other corridors across the system, including the Meridian Speedway near his hometown of Hattiesburg, Miss., and the engineering feat in Virginia, West Virginia, and Ohio known as the Heartland Corridor.
While Moorman is upbeat about future business prospects, he remains concerned about circumstances in which those prospects could be threatened.
“To say that Congress isn’t interested in an opportunity to re‐regulate our industry is false, because the opponents of freight rail’s success during the post‐Staggers (the landmark legislation that partially deregulated the rail industry in 1980) era are alive and well in Washington.
See Big Anniversary, 3
Big Anniversary: Big Future
Big Anniversary: From 2 Fortunately, any attempts at re‐regulation in 2012, at least, are unlikely. It is important that we continue to monitor the regulatory front, along with a host of other legislative issues.”
Moorman says his biggest personal motivation is NS’ employees. “I’m very motivated by our employees and knowing that my every move is watched,” he says.
Seeing him in a United Way commercial or attending a board meeting for groups such the American Coalition for Clean Coal Electricity is not a rare occurrence. Moorman is engaged on a host of
Page 3 WiNS Newsletter June 2012
Happy Anniversary Norfolk Southern 1982‐2012 In recognition of its 30th anniversary, Norfolk Southern is painting 20 Heritage locomotives in the schemes of selected predecessors, sponsoring a public “family portrait” session of these heritage units July 3‐4 in Spencer, N.C., and working with museums in three states on community observances.
NS officers rang The Closing Bell® on the New York Stock Exchange (NYSE) June 5, and the company has published a book titled, “Eat Steel & Spit Rivets,” about railroad culture as lived by employees.
“We have achieved a great deal in 30
years, but in many ways we have only
just begun. The coming decades will see the economy’s
dependence on railroads grow
dramatically, and the Thoroughbred of Transportation will
set the pace.”
‐ Wick Moorman
community and corporate issues. “NS is financially very fortunate, and as such we have an inherent responsibility to be the leader of our community.” he says. “We should always seek ways to give back.”
Moorman offers three pieces of advice for every employee. “First, find luck and take advantage of a situation going your way. Second, be the absolute best, the expert of all experts, at whatever position you currently hold. And most important, never turn down an opportunity to learn and grow, even outside your comfort zone or specialty.”
NS “Family Portrait” July 3‐4
♦ 20 Heritage Locomotives on display ♦ North Carolina Transportation Museum,
Spencer, N.C. ♦ Tickets: $25 for adults and $15 for children,
in advance, children under 2, free, $30 for adults, $20 for children, day of the event.
♦ NS employees and retirees are eligible for $5 discount, (Limit 4 tickets.)
♦ NCTM’s website or by calling 704‐636‐2889, ext. 237.
♦ July 3, 11 a.m. CEO Wick Moorman will speak
Star‐Spangled Event ‐ July 7
♦ R e s t o r e d Norfolk & Western 1776 l o c o m o t i v e unveiled
♦ V i r g i n i a Museum of Transportation, Roanoke, Va.
♦ Also on display: Chesapeake & Western diesel 662, three Heritage Locomotives, NS Exhibit Car
One day, of course, Moorman will retire. When he does, his wish is simple. “At the end of my tenure, if our workforce is as strong and talented as when I became CEO, that will be a pretty good legacy.”
Mr. Chairman – With visionary leadership and a committed workforce, we look forward to celebrating many more company anniversaries. Investing in our future will ensure NS will always be (like the 11th anniversary gift) as strong as steel.
Page 4 WiNS Newsletter June 2012 Page 4
Our Colorful Heritage Since the 1820s, hundreds of railroad companies were built, merged, reorganized, and consolidated into what eventually became Norfolk Southern, itself created from the consolidation of Southern Railway and Norfolk and Western Railway in 1982. In 1999, NS expanded the scope of its heritage with its acquisition of a portion of Conrail. NS is honoring its predecessor railroads during 2012, its 30th anniversary year, by painting 20 new locomotives in commemorative schemes that reflect the heritage of those predecessors. Employees in Altoona, Pa., and Chattanooga, Tenn., will paint GE ES44AC locomotives, while the EMD SD70ACe units will be painted at Progress Rail Services’ facility in Muncie, Ind. The heritage locomotives will be used to haul freight across NS’ 20,000‐mile, 22‐state network.
Photo Above Right: New York, Chicago and St. Louis Railroad
Photos L‐R: Southern Railway, Lehigh Valley Railroad
Photos L‐R: Interstate Railroad, Norfolk and Western Railway
Page 5 WiNS Newsletter June 2012 Page 5
Chief Executive Officer Wick Moorman rings The Closing Bell at the podium (technically, he pushed a button that rang several bells) to signal the official end of the trading day. The bell‐ringing tradition traces its history to the 1870s, and today participation is considered a high honor in American business.
Representing NS’ 30,000 employees at the June 5 Closing Bell ceremony were, left to right: Meri Wilson, electrician, St. Louis; Jim Squires, EVP finance and chief financial officer; Isaac Irby, trackman, Pittsburgh, Pa.; Larry Leibowitz, NYSE COO; Monk Wilkerson, locomotive engineer, Danville, Ky.; Wick Moorman, CEO; Don Seale, EVP and chief marketing officer; Marta Stewart, VP and treasurer; Deborah Butler, EVP planning and chief information officer; Jim Hixon, EVP law and corporate relations; and John Rathbone, EVP administration.
NS stock first began trading on June 2, 1982, under the symbol “NSC,” one day after the effective date of the consolidation of the Southern and the N&W. During a ceremony in New York that day, Bob Claytor and Harold Hall presented NYSE President John J. Phelan, Jr. a golden spike that had been used in national advertising announcing NS’ formation. Thirty years later, NYSE COO Larry Leibowitz presented Wick Moorman with a commemorative 30th anniversary medallion and certificate.
Ringing the Closing Bell: Norfolk Southern at the New York Stock Exchange
Photo Credit: NYSE
“The bell ceremony calls attention to more than just 30 years. It brings to mind the heritage of our predecessor railroads that began in the 1820s, and it encourages us all – investors, railroaders, and customers – to look forward to the best days of our industries and our country."
‐ Wick Moorman
‘Eat Steel & Spit Rivets’
From Office Pool to Hollywood When I tell people I’ve worked for the railroad for 42 years, I’m met with the same reaction. “No way,” they’ll say, while thinking, “She certainly doesn’t look THAT old.” True, I’ve held up well and do still bear a resemblance to the photo on the yellowed Career Service Record, but must we dwell on the time? Like most folks near the end of their careers will tell you, it just flew by. Besides looking for signs of youthful vigor, the other thing I see people thinking is “How could you do the same thing for 42 years?”
Here’s where they’re off track.
To say I was employed before computers, cell phones, email, and texting is obvious, but actually, I was employed before cubicles. When I went to work for Norfolk & Western on May 25, 1970, employees were situated in long rows of desks while the supervisor sat in his (emphasis on his) desk in front, like a teacher at the head of a class. The chunky telephone rested on his desk, and if you wanted to use it, you asked permission. If the call was deemed necessary, he usually just sat there, which made romantic conversations and gynecological appointments a challenge. While in college I had typed on a snazzy red IBM Selectric
Page 6 WiNS Newsletter June 2012
typewriter with the ultra‐new interchangeable ball (See Mad Men), but N&W, being an austere, no‐frills workplace, still used manual typewriters and comptometers, the first commercially successful key‐driven mechanical calculator. (See Wikipedia.)
Women were just beginning to make inroads into corporate America.
N&W preferred to hire single women, so they could be more “career focused,” and women were barred from executive assistant positions because they weren’t able to travel with officers, or so they said. Fountain pen in hand, I balanced a steno‐pad on my knee and took shorthand while men dictated letter after letter in a haze of cigarette smoke. Strict unwritten rules existed for what “the girls” were required to wear – skirts, dresses, hosiery, and heels.
I did lead one small, yet significant, insurrection for my fellow fems. I secretly gathered them in the ladies room, which still housed a brown leather fainting sofa, and we made a pact. The next day we would all wear pantsuits. Warily, I tiptoed into the building the next morning wearing a blue‐and‐white crepe sailor suit relieved to see all manner of bell‐bottom pants. Exactly nothing happened. From that day
forward though, it was acceptable for a woman to wear pants at the
railroad. Don’t laugh. The women of the U.S. Senate did not get that privilege until the 1990s.
Working for the railroad all these years has been like working for different companies in various eras.
I held jobs in motive power learning about demurrage and hot box detection, in accounting poring over tariffs and checking rates, in freight claims filing damage reports, in transportation and car distribution and intermodal, where trailers on flat cars defined the new industry and double‐stack containers were years in the future.
Did I love every job? No, but opportunities existed for those who worked hard and proved their capabilities. They still do. Moving into a non‐agreement position in public relations in 1983 with a host of new Southern Railway employees, I fell in
This is the title of a new book of essays by employees about NS corporate culture and the changes that have taken place since the modern NS came to be on June 1, 1982. Below is an excerpt by Rhonda Broom, manager advertising and promotions, who starts her story on May 25, 1970, in Roanoke, Va.
Norfolk Southern Employees Reflect on 30 Years of Change, Challenge, and Achievement
See Eat Steel, 7
Rhonda Broom, manager advertising and promotions
Eat Steel: From 6
Page 7 WiNS Newsletter June 2012
love with the company magazines. Magcard typewriters gave way to Wang word processors, and I wangled my way into a full‐time writing job. I went back to college, and although it took a decade, I earned a degree in communications. The railroad paid for every penny of it. As a roving reporter, I witnessed the real railroad at work and met the proud and dedicated people who make it move. When the company opened its green‐glass tower in Norfolk in 1988, the railroad of my hometown transformed into a bonafide modern business. Just four years later I sat across from Arnold McKinnon interviewing the chairman for his retirement story. Imagine that.
Most unlike a railroad job is the one I’ve held since 1997 as Norfolk Southern’s national advertising manager. What a daunting yet exciting undertaking to translate Norfolk Southern to the public
through advertising execs, creative managers, and assorted producers. The first time I was sent to organize a production with a well‐known Hollywood producer, I found myself in a room with 18 people all trying to tell me how I just didn’t understand their concept of making a dispatch center look like the deck of a “Star Wars” airship.
For another commercial, I traveled to L.A. to meet with a production company headed by “Star Trek” actor Jonathan Frakes, who played Commander Riker on “The Next Generation” series. On the ride to the studio, the excited advertising agency people readied me for the big introduction. Frakes took one look at me and exclaimed, “It’s you! You were on my flight today. You have on green toenail polish.” You can never tell for what you’ll be remembered.
Never underestimate the impact you can have or the things you can accomplish. When I suggested to my
boss that we take the Best Friend of Charleston out of mothballs and put it in front of the New York Stock Exchange for NS’ 175th anniversary, he gave me that Dream‐On look. Yet, I have a photo of me in period costume in front of the vintage locomotive on Wall Street. Good things can come from great ideas and a little persistence.
From typewriters to television commercials, from comptometers to computers, today’s railroad scarcely feels like the same company. Yet, it is. Here we are, steel wheels rolling on steel rails, just like it was way before I showed up and so shall it be long after I am gone. Fuel efficient, sustainable trains will stretch out into the horizon.
What a gift to work for a company with such a rich history and vibrant future.
The 30th anniversary artwork displayed along the walkway leading to NS headquarters in Norfolk, Va., was created by WiNS member Audra Byrn, creative services specialist, and the Visual Communications team.
Norfolk Southern: A Line in Time Page 8 WiNS Newsletter June 2012
1982 Forms Norfolk Southern through consolidation of Norfolk & Western and Southern railways. Robert B. Claytor named first NS chairman.
1984 Establishes NS Foundation to support educational, cultural, and environmental programs.
1985 Sponsors an international opera, “Harriet, The Woman Called Moses,” about an Underground Railroad leader in the pre‐Civil War days.
1987 Arnold B. McKinnon named second NS chairman.
1987 First to transport a million intermodal trailers and containers in a year.
1987 Snowstorm paralyzes Northern Virginia; an NS employee helps keeps trains moving by riding his horse to the site of a malfunctioning snow melting machine.
1988 Cuts ribbon on new 21‐story headquarters in Norfolk, Va.
1989 Airs its first television commercial in modern times.
1990 Wins its first Harriman gold medal award for employee safety, for 1989.
1990 Loads record 39.5 million tons of coal for the year at Pier 6, as coal export demand peaks.
1991 Adopts vision to “Be the safest, most customer‐focused and successful transportation company in the world.”
1991 Sends managers to help Russian railways transition to free‐market economy.
1991 Embarks on Thoroughbred Quality continuous improvement process.
1991 Expands its “Annual Safety Meeting” to include representatives from all levels in all departments in virtually every NS location.
1992 David R. Goode named third NS chairman.
1993 Opens National Customer Service Center in Atlanta.
1993 Begins supplier diversity program.
1993 Begins its first comprehensive environmental awareness program, “Our World, Our Choice.”
1994 NS income from rail operations exceeds $1 billion.
1994 Earns its first TRANSCAER Achievement Award for helping communities develop hazardous materials emergency response plans.
1994 Launches COLTainer Service, America’s first intermodal movement of coal.
1994 For the first time, named America’s Most Admired railroad in FORTUNE magazine survey.
1996 Implements groundbreaking risk and reward wage package with Brotherhood of Locomotive Engineers.
1996 Launches www.nscorp.com.
1996 Thoroughbred Volunteers in Atlanta help stage the games of the 26th Olympiad.
1998 Sells North American Van Lines, which it had purchased in 1985.
1999 Conductor Robert E. Mohr receives Carnegie Medal for heroism for rescuing a one‐year‐old child, pushing the tyke from the path of a train with his foot and then leaping from the moving train to care for the girl before paramedics arrived.
1999 Absorbs much of Conrail, increasing NS’ size by half and returning competitive rail service to the Northeast for the first time since the ‘70s.
2000 Initiates NS21 (NS for the 21st century) program to improve service and reduce costs.
2000 Launches Thoroughbred Information System web portal to provide fast, accurate data for customers.
2001 Develops Thoroughbred Operating Plan (TOP) for service improvement.
See A Line In Time, 9
2001 Forms MODALGISTICS supply chain services group to give customers broad selection of transportation, materials management, and distribution services at one price.
2001 Initiates Six Sigma process to eliminate variations in services and processes to make them 99.9997 percent defect‐free.
2001 Responds with service, security, and relief initiatives in wake of 9/11 terrorist attacks on New York and Washington.
2006 Charles W. “Wick” Moorman named fourth NS chairman. 2007 Adopts core SPIRIT values of safety, performance, integrity, respect, innovation, and teamwork.
2007 Announces Crescent Corridor project to increase U.S. freight transportation capacity.
2008 NS railway operating revenues exceed $10 billion.
2009 Employees named industry’s safest for 20th straight year.
2009 Unveils NS 999, experimental battery‐powered locomotive.
2010 Adopts first‐ever goal for reducing carbon footprint.
2010 Opens Heartland Corridor, breaking new ground in national transportation policy while clearing the Mid‐Atlantic to Midwest rail route for efficient double‐stack trains.
2010 Goes social, starts communicating via Facebook, Twitter, YouTube, Flickr.
2011 NSC shares hit $75 and reach several all‐time highs.
2011 Broke ground for new job‐supporting intermodal terminals in Alabama, Tennessee, and Pennsylvania, as part of Crescent Corridor.
2011 Named one of the 40 best companies for workplace diversity.
2011 Launches “21st Century Steam” program of steam locomotive passenger excursions – using the past
A Line in Time: From 8
Page 9 WiNS Newsletter June 2012
to talk about the infinite possibilities of NS’ future in supporting jobs, a clean environment, competition, and the economy.
2011 Named for the third time as one of America’s 100 Best Corporate Citizens, based on data relating to the environment, climate change, human rights, philanthropy, employee relations, financial performance, and governance.
2011 Produces best‐ever year financially with record revenues.
2012 30th anniversary of the modern NS.
2012 Heritage Locomotive Project announced.
2012 “Service” takes its rightful place as NS renames and refocuses its annual employee meeting as the “Safety and Service Awards Celebration.”
Then and Now: 2011 vs. 1982
♦ Reported injury ratio of 0.75 per 200,000 employee hours worked vs. 9.18
♦ Operated 2,060 freight trains a day vs. 1,070
♦ Handled 191.7 billion revenue ton miles vs. 92.6 billion
♦ Generated $11.2 billion in railway operating revenues vs. $3.36 billion
♦ Owned assets of $28.5 billion vs. $7.8 billion
♦ Achieved an operating ratio of 71.2 percent vs. 80.4 percent
♦ Employed 4,100 locomotives in customer service vs. 2,900
♦ Planned coming year capital improvements of $2.4 billion vs. $180 million
Page 10 WiNS Newsletter June 2012 Page 10
WiNS in 2012: At the Halfway Mark by Susan Golden
Is it seriously June already? Wait a minute, wasn’t Easter just like – yesterday? Yes, it is June and WiNS has had a great first half of the year. During that mild winter of January and February, WiNS committees were busy organizing plans for upcoming events. That planning included getting ready for two of WiNS’ biggest annual events, Women’s History Month/WiNS Anniversary and the Norfolk Southern Safety Expo.
During March, WiNS hosted three successful Women’s History Month events. This year’s theme was “Women’s Education, Women’s Empowerment.” In each location, panels of successful women from the community responded to questions regarding women in the workplace and personal strategies for women to become successful in an industry that has traditionally been male dominated. We also sponsored a booth at the Safety Expo in Atlanta.
March was also WiNS’ eighth anniversary! At more than 1,300 members strong, WiNS continues to provide its members with valuable p r o f e s s i o n a l d e v e l o pmen t opportunities, such as speakers, leadership series, and networking events.
WiNS’ 2012 Leadership Council Chair, Roxanne Shepard, when asked, “Is WiNS where you wanted it to be h a l f w a y t h r o u g h y o u r administration,” responded: “WiNS is a constantly growing organization with many dynamics. The Leadership Council decided to make some changes as to program and committee development. While still hosting our big spring events, the upcoming events will provide tremendous opportunities for our members. The WiNS focus to include field members in events has been very successful and we are committed to focus our direction on them. While we understand the
dynamic of field operations, the ability for field members to participate in events via telephone or through video conferencing has provided WiNS the ability to better commit to our goal of professional leadership training for all our members.”
Shepard did share that while there are extremely talented and committed committee members working on all the WiNS committees, becoming involved in a committee is a great opportunity for personal growth and development. She notes: “WiNS cannot be successful without the help and dedication of our committee members.”
As we look forward to the remaining months of 2012, please continue to support WiNS activities. Be sure to check the WiNS website for future events and opportunities for service.
There’s a lot of celebrating going on in 2012 at Norfolk Southern. From company anniversaries to personal career achievements, it’s hard not to be excited about what the future holds for us at NS. I’m energized about what the future holds for WiNS as well.
Having been a member since 2004, I’ve seen the organization change and evolve from a group for non‐agreement women to counting both agreement employees and men among our ranks. It’s the sign of a great organization that can adapt and change as needed to better serve its members. Like the merger of different companies, it hasn’t always been easy to meet the needs of every facet of our membership, but the WiNS
Being Part of the WiNS Legacy is Up to You! by Kim Woodard, Editor‐in‐Chief
Leadership Council and Executive Sponsors are committed to making the organization all that it can be.
It takes all of our efforts to make it succeed – so are you in? As Andrea Chappelle wrote in this month’s cover piece, your involvement today is part of the legacy that employees will be talking about 30 or more years from now. I hope they are saying, “Remember when WiNS… who would have thought we would be where we are today?”
Page 11 WiNS Newsletter June 2012 Page 11
Meet a Member: The Chattanooga Choo‐Choo Introduces Misty Radcliff by Robin Cramer
We would like to introduce Misty Radcliff, conductor and remote control operator at Debutts Yard in Chattanooga, Tenn., who was randomly selected to be featured in this issue’s “Meet a Member” section.
Radcliff lives in Fort Oglethorpe, Ga., and joined WiNS in November 2011. She has been with Norfolk Southern for eight years and loves to work outdoors. The most challenging part of her job is the constant changes in technology, but it is also her favorite aspect of her work.
Radcliff is one of five women that work in the Transportation Department at Debutts Yard. Her job as pullback remote control operator consists of pulling cars from the class tracks and placing them in the forwarding yard to be included in outbound trains. She is also responsible for assisting the outbound crews to pull out bad order cars or throwing a switch when needed. Radcliff does all this with a smile on her face come rain or shine; she brightens up a place and tries to bring a little bit of home to the job.
Radcliff has been happily married to her husband, Stephen, for six years,
and they have three children: Evan, 5; Alec, 3; and Carly, 1. Radcliff feels that the people she works with are an extension of her family. They share the good times as well as bad. Because of the support of her co‐workers, she laughingly told me that she was able to work most of her last pregnancy without issue. Several describe Radcliff as a very caring person who remembers their birthdays with streamers, balloons, and homemade birthday cakes.
When Radcliff is not working, her hobbies include playing golf and bowling. She ran her first 5K last year
when her church sponsored a run called “Run for God,” and she plans on participating again this year. Radcliff loves to watch Evan play basketball and T‐ball at the local YMCA. When she is looking for some relaxation, Radcliff goes shopping.
I had seen Radcliff working in the yard, but never took the time to get to know her until now. I am sure you have a “Misty” in your area; stop and get to know the person’s story and share it with others. You’ll be glad you did.
Top: Radcliff with daughter Carly Bottom (L‐R): Sons Alec and Evan
Leadership & Development Workshop: Service Performance
Join Rush Bailey, assistant vice president customer service, to learn about Service Performance. Bailey will explain NS’ primary service metrics and what each of us can do to improve service delivery and our customers’ experience. Seats are still available – sign up on the WiNS website today!
Norfolk – June 20, 2012 Roanoke – June 29, 2012
Page 12 WiNS Newsletter June 2012
I’m sure we have all sat through “death by PowerPoint” presentations where we quickly tune out the speaker due to lack of interest. Business writer Geoffrey James offers 21 tips outlined below to prepare and present a winning PowerPoint presentation. The full article, found on James’ Inc.com blog, contains additional information on each of these tips.
1. Build a story with the audience as the main characters.
2. Keep the information relevant to the key point and to the business.
3. Cut your intro down to a sentence or two. 4. Begin with an eye‐opener (a surprising fact, shocking
statistic or unique perspective relating to your message).
5. Keep it short and sweet; make the presentation half as long as you originally thought it should be.
6. Use facts, not generalities – use information that is quantifiable, verifiable, memorable and dramatic.
7. Customize your presentation for every audience. 8. Simplify your graphics to highlight important data
points. 9. Keep backgrounds in the background. 10. Use large, readable fonts, such as Arial, and avoid all
caps and boldface. 11. Don't get too fancy – minimize animation and noise
effects. 12. Check your equipment in advance and have a back‐
up plan. 13. Speak to the audience. 14. Never read from slides. 15. Don't skip around; the presentation should have a
smooth, continuous flow. 16. Leave humor to the professionals. 17. Avoid obvious hot‐button issues. 18. Skip the jargon and explain acronyms. 19. Make it timely; avoid giving an important
presentation at the end of the day, just before lunch, or the day before a holiday.
20. Prepare a few of your own questions if you plan to have a Q&A.
21. Have a separate handout if there are data you want the audience to have.
by Kimberly Thompson
Enhance Your Presentations: 21 Quick Tips
Make Customer Service a Priority by Debbie Frasier
For service‐oriented businesses like Norfolk Southern, it’s important to provide excellence in customer service in every facet of the business. Strive to go above and beyond to meet customer needs. When conflict does arise, it’s important to limit any damage and seek to mend the relationship quickly with our customer. Employees should demonstrate empathy to the customer, respond with affirmation of the problem and your desire to assist in getting the problem resolved as soon as possible. Follow up on complaints to ensure appropriate care and service afterward. Good customer service enhances our performance and creates both repeat and possibly new business.
WiNS would like to express appreciation to all who contributed to the newsletter.
Comments, questions, and/or content for future WiNS newsletters can be submitted through the WiNS mailbox at [email protected] or directly to Kim Woodard, editor‐in‐chief of the WiNS newsletter. Please limit newsletter content to no more than 400 words.
Page 13 WiNS Newsletter June 2012
Roanoke, Va. Robin Boston Pete Brown Randy Burkett Karen Dillard Micyle Gentry William Radford Betty Ray Stephanie Scharf Andrew Sellers Gertrude Siziba Sonja Weatherford Zachary Yarbrough Wheelersburg, Ohio Pamela Raby
Welcome new WiNS members! Ashtabula, Ohio Nathanial Gaines Atlanta Marshall Buice Camille Christian Brian Estes Laportia Jordan Ilya Lavrik Robert Schade Katheryn Yarbrough Norfolk, Va. John Frankenhoff
Dates to Note: July 3‐4 — NS “Family Portrait” in Spencer, N.C.
July 4 — Independence Day (NS Observed Holiday)
July 7 — Star Spangled Event in Roanoke, Va.
July 10 — Deadline for content for the July newsletter
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What is the difference between an obstacle and an opportunity? Our attitude toward it. Every opportunity has a difficulty, and every
difficulty an opportunity.
‐J. Sidlow Baxter