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COLD TRAILERS, WARM SERVICE Customer relationships are priority for W&B Service Co.
BY JENNIFER BARNETT REED Contributing Writer
W&B Service Co. sells a number of
lines of new and used trailers, refrigeration units and other trucking equipment. But it’s the “Service” part of the company’s name that really defines it, owner and pres- ident Tracey Maynor said. “One of the things we do better than
anyone else is our mobile service,” he said. “If our customers can’t come to us, we will come to them. We run 86 mobile service trucks every day. A lot of companies run mobile for emergency repairs, but we do it in the everyday course of business.” W&B Service Co. was incorporated in
1952 by partners Cy Weller and Walter Brooks. That same year, it became the first Transicold dealer in the nation. Maynor joined the company in 2011 as president and chief operating officer, and bought the company outright in March 2013. Today, W&B Service Co. employs
more than 300 people at 19 locations in Texas, Oklahoma, Arkansas and Louisiana. It sells Carrier Transicold, Hyundai Translead and Hercules truck bodies, as well as parts, service, and new and used equipment, trailers and refrigeration units. Repair services have become a major
part of W&B’s business today — both using the company’s own technicians to fix trucks and training customers to service the equipment they purchase themselves. “There’s not another dealer in
America that does what we do on training,” Maynor said. W&B Service Co. brings 65 dealers to Dallas once a year for a training
66 Winter 2015
“IF THEY HAVE A LOAD IN JEOPARDY, WE’RE GOING TO FIX THAT TRAILER AND MAKE SURE THEY’RE NOT GOING TO
LOSE THAT LOAD. IF THE CUSTOMER DOESN’T AGREE WITH THE BILL, THEN DON’T PAY IT, BUT WE’RE NOT GOING TO ALLOW A CUSTOMER TO LOSE A LOAD.”
—TRACEY MAYNOR, PRESIDENT, W&B SERVICE CO.
session, but also sends trainers out to carri- ers and will customize a training program to a particular carrier’s needs. “We make sure they can operate their
company in the most efficient manner,” Maynor said. “If we do that right, they’ll keep buying equipment from us and won’t ever have a complaint with our product because they’ll understand it. Training is the core of what we do.” And W&B’s service technicians are
available 24/7 to take care of any repair needs, Maynor said. Loaded trailers are always given priority. “No matter what, if a customer shows
up to our yard, let’s just say it’s a truck driv- er and we can’t get a decision-maker on the phone,”Maynor said. “If they have a load in jeopardy, we’re going to fix that trailer and make sure they’re not going to lose that load. If the customer doesn’t agree with the bill, then don’t pay it, but we’re not going to allow a customer to lose a load. A load of chicken could be worth $50,000 or more, and a load of pharmaceuticals up to $1 mil- lion. Should we allow him to lose a load that could cost him his business or a significant
amount of profit? We won’t do that.” Maynor grew up in trucking — hand-
ing tools to his father in the repair shop, and spending summers in his uncle’s sleep- er cab watching the world go by. He credits a lot of W&B’s growth and success to the company’s commitment to hiring knowl- edgeable employees. “We’ve got people on our staff with
engineering backgrounds, product develop- ment backgrounds, manufacturing back- grounds,” he said. “We’ve also got people on staff that have done the jobs our cus- tomers do — guys who have lived it, been there and done that.” Maynor himself had more than a year
of practice running the company before the previous owner, John Chisholm, offered to sell it to him. “When he chose me to buy his com-
pany, he didn’t come to me and say ‘Buy my company’ — he said, ‘Will you come to work for me?’” Maynor said. “He test-drove me for a while. He wanted to make sure I was a fit because he wanted to continue to treat his customers and his employees the right way.”
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