“Success isn’t always about greatness. It’s about consistency. Consistent hard work leads to success. Greatness will come.” – Dwayne (The Rock) Johnson
One of Pace Hammond Logistics Manager Dorothy Adams’ favorite moments are when the team has once again 100% fulfilled the service expectations of their customer. She loves the high fives and fist bumping. “We enjoy helping our customers and helping each other,” said Dorothy. “We have a good time and it’s a great atmosphere. The teamwork in Hammond is at another level.”
Recently promoted to Logistics Manager for Pace’s Hammond market, Dorothy’s drive to experience the satisfaction of “having done everything possible to do the right thing by the customer every day,” has driven her team to work toward the same sense of satisfaction. Her approach to her job, and her influence on the team is a great example of consistency leading to success. It’s based on service. “When you’ve helped the customer and they are happy, it’s an unbelievable feeling,” she said.
Pace VP of Operations Ben Thesing said Dorothy is “a great example of personal growth opportunities here at Pace. Dorothy has proved her abilities at every turn. From supervisor in our courier division to an exceptional leader as Logistics Manager, Dorothy exhibits a continued improvement focus, a service-oriented spirit, and produces great results for our customers.”
Dorothy’s secret sauce as a Pace Logistics Manager includes meeting the daily challenge of making sure her Hammond team knows the customers’ SOP’s inside -out; dotting the I’s and crossing the T’s; assuring on time deliveries; correct POD signatures; correct billing documentation; and building a culture of great communications and collaboration. “Crafting great solutions makes us feel really good and we love feeling accomplished,” she said.
In her 5th year at Pace, Dorothy’s embodiment of Pace core value to serve relentlessly shines through. “Whether someone who answers to me, or someone I answer to; or a customer; I want to help and give them my best always,” she said. Pace’s core value to always improve is also a strong characteristic in Dorothy. “I approach getting better by speaking with the folks closest to the task. I am not afraid to ask questions and learn from others. That includes my boss, my peers, my direct reports and the customer.”
A recent example of her leadership’s impact on the Pace Hammond team involved a Pace customer that Dorothy sits on a daily call with other Pace managers. The team was diagnosing and planning improved service levels. “We put our heads together in the office and were determined to understand the true issues,” Dorothy said. “Once the issues were identified, we put our heads together and arrived at our solution. Team members’ opinions were expressed and heard. We decided on a solution that we knew was going to produce results. In less than a week we improved and will continue to do daily. Last call we were delighted to speak to our Hammond results. Knowing your customer and the rules of the game is everything in this business. I always say… It helps us to be better players.”
Dorothy enjoys music and sports. “I started playing the piano for my church at 14 years old. I was the minister of music for over 30 years.” As is true of many Louisianans, her family enjoys fishing and boating. She is an NBA and an NFL fan. Tim Duncan of the San Antonio Spurs was (and is) her all-time favorite player. “He reminds me of myself, she said. “Not too loud but a work ethic out of this world.”
Work ethic; consistency; servant spirit; continual improvement; devising solutions. Those characteristics are how Dorothy and her Pace Hammond team “get the job done.”
