Heather Ross is the owner and president of Atlas Pallet in Mohegan, Rhode Island. Atlas Pallet, a certified women-owned business, manufactures new pallets and recycles used pallets for customers throughout southern New England.
Pallet Enterprise: What is the best piece of business advice that you have ever received?
Ross: From my father Earl Handriga, he said, “Don’t get caught up in the surrounding noise of what everyone is doing or saying. Stay laser-focused on what you do best: providing customers with the highest quality recycled pallet, superior customer service, at a fair price! – And you will be just fine.”
Pallet Enterprise: What performance indicators do you track to measure how your company is doing?
Ross: There are multiple KPIs (Key Performance Indicators) that provide insight into the health and trajectory of our business. Of course, our product is recycled pallets, so the obvious measure is the number of recycled pallets produced. However, for that number to provide insight, I also need to understand several other operational components. I find that a continuous review and analysis of my profit and loss provides me the best overview of our success. I can see in nearly real time our production, sales, inventory, cost of goods sold, labor costs, and all the other line items that tell the story of how our team is doing. A big part of what differentiates us, especially in a time where costs are beyond our control, is our focus on the customer retention and satisfaction rates. Customer conversation and education are the best indicators.
In addition to focusing on operational performance, I place tremendous importance on our safety programs and the metrics around our training and safety results. My previous professional background was in the insurance industry as a Chartered Property Casualty Underwriter with a focus on workers’ compensation. I have a unique understanding of the importance of worker safety. Through continuous training and monitoring, we have developed a ‘safety first’ culture at Atlas. This culture not only keeps our employees healthy but also keeps my bottom line healthy.
Pallet Enterprise: What is the one thing you wish the government would do right now to improve business conditions?
Ross: Remove barriers for qualified labor. Provide greater access to transportation, more accessible and affordable childcare, and facilitate better connections between employers and job seekers.
Pallet Enterprise: What is the one thing you wish you knew a long time ago that could have helped your company along the way?
Ross: Creating clarity for employees allows for greater success in their jobs, which leads to better overall job satisfaction and ultimately greater employee retention.
Pallet Enterprise: What do you think the biggest challenge will be for your company in 2022?
Ross: The biggest challenge will be managing through continued uncertainty. By focusing on those things we can control and preparing to act with great flexibility and speed, we will put ourselves in the best possible position to face these challenges successfully.
