Lennie Boyce is president of LNT Pallet Co. in Spartanburg, South Carolina. The company specializes in recycled pallets, particularly remanufactured pallets and combination pallets. LNT Pallet serves customers in South Carolina, North Carolina, Georgia and Tennessee.
Pallet Enterprise: What is the best piece of business advice that you have ever received?
Boyce: I don’t know if I have ever been given any great single piece of business advice. I learned toughness from my father. He taught me how to grind and stay in the fight. I developed a ‘never quit’ mentality from him. His influence was monumental.
Pallet Enterprise: How do you decide whether or not to try a new idea in your company?
Boyce: New ideas are great if they can fit smoothly into the business operation. It must make sense and not disturb the operation we already have in place. It must add to the business, not become a burden. Does the new idea improve efficiency? Does it have a cost? Is the cost worth it? These are my two main concerns when considering any new idea.
Pallet Enterprise: What is the most important lesson you’ve learned about customer service?
Boyce: Effective communication is critical for customer service. I make myself very available to any customer. Any emails or calls are answered in a speedy manner. Any potential disruptions in service are quickly relayed to the customer. Communication puts the customer at ease. They know that you have them covered. They know that you will never leave them hanging.
Pallet Enterprise: What performance indicators do you track to measure how your company is doing?
Boyce: The indicators we monitor to track business performance are geared toward the customer and our employees. We monitor the quality of the product that we are shipping out. Due dates on product delivery must be met. Production quotas are rewarded. Employee morale is very important.
Pallet Enterprise: What is the most important thing you do each day?
Boyce: The most important thing that I do daily is remain consistent. It is easy to get complacent and think that operations will run on autopilot. Consistency keeps us afloat. Being consistent is a great quality to have with any business.
