Customer service, beyond expectations can act as a magnet for more business. It’s a force that the Shasko team at independent Landstar agency PIT in Pittsburgh, Pennsylvania, has put into practice.

While independent Landstar Agent Troy Shasko spearheads the agency, his niece Darian Shasko, the logistics coordinator for PIT agency, recently took the lead on successfully executing an expedited load for a division of a prominent health technology company. The result was the creation of new business opportunities.

Handling Challenges with Precision

In April 2024, the Shasko team coordinated the transport of an MRI machine and its magnets from Latham, New York, to Houston, Texas. However, the shipment of sensitive medical equipment involved more than just safely and securely transporting the freight; the equipment needed to arrive within two days after pickup. The crane designated to lift the equipment to an upper level of the hospital was only available for a limited time, making timely delivery imperative.

"When it came to offloading, it couldn’t be done with a forklift or a pallet jack," explains Troy Shasko. "It had to be completed with a specific rigging crew and crane that were approved to unload magnets at the hospital, and they were going to be there Saturday morning."

The MRI machine was supposed to be picked up by noon on Thursday. However, loading delays caused by a third-party carrier hired by the customer meant the truck didn't hit the road until around 5 p.m. Despite this setback, Shasko’s team, along with trusted Landstar Business Capacity Owners (BCOs) John Garbutt and Deana Johnson, worked diligently to meet the 10 a.m. delivery deadline on Saturday.

Overcoming Obstacles with Communication

According to Darian Shasko, communication was key throughout this expedited haul, especially as the agency team knew transparency was a cornerstone in building trust within the new business relationship.

"We were in constant communication with our customer, helping to relieve their stress," she explains. "Even though we were confident the Landstar BCO team would make it safely in time, we consistently updated our customer on the driver's information and safety breaks, field stops, tracking updates via Landstar Clarity™ and anything else we anticipated they might need or want."

Transporting such specialized equipment also required meticulous handling. The team of owner-operators checked the freight at every stop, reviewing the freight securement and vital truck components, such as the tires.

When they arrived at the site Saturday morning, a step-deck Conestoga — a step-deck trailer made to enclose freight with a tarp on all sides — was used to protect the magnets while being offloaded before they were lifted via crane.

The pair successfully offloaded the MRI machine and magnets by 8 a.m. They had arrived before the estimated deadline without any safety or compliance violations.

Building Business One Load at a Time

This achievement by the Shasko team is more than just another logistical success for the PIT agency; it's a testament to how excellent service builds lasting business relationships.

While the health technology company had been a customer for several decades, its relationship with this particular division of the company was established more recently. The division had previously only called on the PIT agency when other third-party logistics providers could not complete a load for them, but this expedited haul changed that business relationship for the better.

"The division is now discussing more business opportunities with us, and we're looking to work with other divisions within the company, too," explains Troy.

One of the crucial factors in the successful execution of this challenging load was the robust support from the Landstar network. With access to a vast pool of highly qualified and experienced BCOs, the Shasko team could swiftly identify the ideal duo for the job.

Landstar's extensive network provided the agency with the resources needed to assemble BCOs who understood the intricacies of transporting sensitive medical equipment. This strong network of professionals, backed by Landstar Clarity™ — Landstar's advanced tracking and communication technology — supported seamless coordination and precise execution of the task, reinforcing the agency’s reputation for reliability and excellence in the logistics industry and increasing the likelihood of attracting repeat customers.