8/12/2019 201205_score

1/9

This Months Highlights

Giant Health Day: May 25th. Participate to be entered to win an Apple iPad. New England Group and Branch Managers undertake new community outreach plans. (pg. 4) April revenue came in under goal by $250,000 (pg. 4)

TheScoreMay2012

CUSTOMER

COMMENTOF

THEMONTH

Claire Nagel wrote:

The crew was excellent - the three gentlemen moved with such speedand ease that my old roommate swore there were four movers! Theyworked hard, fast, and were very careful with everything. If only everymove could go so smoothly! I will be calling Gentle Giants again nexttime I need to move.

Crew: Ion Drembliuga, Gabe Samu, Mihai Muresan

Date of Move: 4/16/2012

DC CREW post run and exorcist stairs: Left to right: Mihai Muresan, KiefferKarim, Matt Packebusch, Ian Cary, Gabe Samu, Andre Eilers, Stefanie Kozuszek,

Ion Drembliuga, Larry OToole, Brett Florence, and Andrew Rozzi.

8/12/2019 201205_score

2/92

FROM LARRY TO YOU

As you are all well aware, Gentle Giant separates itself from other moving companies in several different ways;whether it is running on the job, operating honestly every day, or providing a 100% money back guarantee.However, the one separating factor that our customers respond to the most is just how personable, considerate,and courteous every Giant is. We talk about this quite a bit, but it is important for us to remember that ourcustomers can be stressed out about their move and when we come along and start busting our butts for them

with a smile on our face and good sense of humor, it goes a long way, but not as far as it used to.

These days, its all about Social Media, so we have to add that on top of all the great things we do on the move.That is why it is imperative that we have the conversation about how much we value the Comment Cards, whywe must be religious in making sure we send a Thank You card, and why we must strive to nd a creativeway to take a meaningful photograph which can be printed out and sent to our customers.

These are simple things that will prompt our happy customers to Tweet about us, rave about us to theirFacebook friends, and write nice things on online review sites like Angies List. Make sure to ask your

customers about how they use Social Media and then request their help in growing our presence online.Imagine the simple and effective impact of our customers posting a quick status update: Gentle Giant justmoved me, and they were terric! and it instantly reaches all of that persons Facebook friends. Not too bad.The world is becoming smaller, more connected, and every persons opinion can be heard loud and clear, so it iseven more important now than ever to continue delivering the best service imaginable!

GG Interstate takes in the scenery at Lake Tahoe, CA.Photo Credit: Istvan Kovacs

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3/93

BUSINESS UPDATES

Volumes Month Year to Date

# Moves Forecasted: 1,099 3,514 # Moves April 2012: 938 3,470 # Moves April 2011: 988 3,237 % Change from 2011: (5.1%) 7.2%

Revenues Month of April Revenue Avg. Rev. per Ship. April Forecast: $ 2,197,854 $ 1,999.87 April Revenue: $ 1,940,930 $ 2,069.22 2011 April Actual: $ 1,849,210 $ 1,871.67

Revenues Year-to-Date Revenue Avg. Rev. per Ship. 2012 Full Year Revenue Goal: $32,129,877 2012 Forecast Jan to April: $ 7,186,818 $ 2,045.20 2012 Actual Revenue through April: $ 6,836,978 $ 1,970.31

(4.9% behind forecast but 6.2% greater than 2011)

2011 Actual Revenue through April: $ 6,440,413 $ 1,989.62

Performance by Region

Interstate Division

YTD = Year to Date

Northeast DC/N.VA NC NY West

AprilRev. Goal $ 1,415,219 $ 109,465 $ 60,680 $ 37,420 $ 72,917April Actual Revenue $ 1,201,925 $ 101,211 $ 83,360 $ 33,455 $ 53,295

April # Jobs 628 60 52 15 82

YTD April Goal $ 4,743,001 $ 314,716 $ 199,170 $ 119,386 $ 232,002

YTD April Actual Rev. $ 4,457,885 $ 388,149 $ 233,928 $ 122,793 $ 213,820

YTD # Jobs 2,398 251 157 49 266

Apr. 2012 Goal Apr. 2012 Actual Apr. 2011 Actual % Change

AprilShipments 98 101 84 20.2%AprilTrips 14 18 -22.2%April Revenue $ 502,153 $ 467,738 $ 415,703 12.5%

YTD Shipments 323 349 304 14.8%

YTD Trips 46 58 -20.7%

YTD Revenue $ 1,578,543 $ 1,420,403 $ 1,467,846 -3.2%

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4/94

NEWS FROM OUR TEAMS

Operations

Maximum resources booked April 2012: April 27th: 177 Giants and 74 trucks booked Maximum resources booked April 2011: April 29th: 138 Giants and 58 trucks booked

Seattle Weekend Warriors: Our Seattle crews deserve some great recognition for the hours they have been

putting in. During the last Saturday and Sunday in April, Nick Temmeand a total crew of 10 Giants covered14 jobs. The Seattle crew followed that up on Saturday May 5thby covering the Windermere Cup (Seattlesequivalent to Cambridges Head of the Charles Regatta) as well as multiple local jobs with a limited crew. Wayto go above and beyond, Seattle!

Charlotte movers and shakers: Manager Bob Farnumand his team are making it happen in North Carolina.Charlottes trademark has been their strong crew from the beginning. Bob is using all his resources to recruitand maintain his strong team, book every job they can scratch up, beat all his projections (revenue, expenses,

margin) and blow away every customer. May is looking even better! Good work Charlotte, NC.

New England Branch Managers/Somerville Group Managers: The New England Branch Managers and

Somerville Group Managers have taken on the task of helping increase referrals and adding 250 high-endlocal moves to the schedule for 2012. Referrals have slipped in New England and these guys are taking stepsto reverse the trend. Research conducted has shown that hands down the element that sets us apart from theother companies is the personnel that perform the moves. Each manager has taken on responsibility for atown or territory and will be raising awareness of Gentle Giant by using our resources to get our name outthere in the community. Touch-a-trucks, town events, contacting realtors, contacting building managers, and

other creative avenues will be explored. Everyone can do their part and help these guys get our New Englandreferrals moving in a positive direction.

Sales & Move CoordinatorsApril was a challenge last year and again we struggled to hit ourApril goal this year. We missed budget by $256,924 or 11.6%. Theonly region that made their goal was North Carolina with a super

37.4% increase. We are going into May $349,840 behind the mark.We will need to work hard over the next 4 months to make up thisnumber. Typically we have difculty lling the rst two weeks, butend up over booking the last two weeks of any given month. Thishas been an ongoing challenge that the Sales Team focused onimproving for May. Putting in a real effort at the end of April tomaximize resources for the month of May had a signicant impact

balancing the schedule overall. Because of the importance this hason monthly revenue, we will continue to make a point of focus

going forward.

We have some new faces on the sales team for summer. Pleasewelcome to the Move Coordination team two experiencedcustomer service providers, Emily ONeilland Lisa Ward. Also,David Kennedy andColin moonhave brought their skills fromthe trucks to the MC team for summer. We are also very pleased towelcome back Heather Conradfrom last summer.

Tom Huck Hudkins of

softball and storage fame!

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5/95

Interstate

The Interstate Sales and Operations team completed 101 moves in April 2012, a20.2% increase over 84 completed moves in April 2011. Interstate trip numbers were down 22.2% at 14 inApril 2012 from 18 in 2011. Interstate Revenue increased 12.5% from $415,703 in 2011 to $467,738 in 2012.

Interstate is happy to announce thatAlfonzo Dixonhas been selected as a new on-the-road Interstate drivertrainer. Congratulations from all of us. We also want to congratulate Cory Ruzzofor passing his CDLA test

thanks to Rob Lantrysawesome driver training skills! Erica Gennaroand Shane Thompsonhave beenpromoted to Inside Sales Consultants. They both have wonderful customer skills and the drive to be successful.Please take a moment to congratulate them when you see them. We also welcomed Erin Haganto ourinterstate team in April. Erin brings her excellent Move Coordination skills along with her and has already madeherself a huge part of the team. The Interstate team is up for the challenge of the busy season ahead. Withadded drivers, helpers, sales staff and support we believe Summer 2012 will be one to remember.

Quality Control

QC opened 62 claims in March which is signicantly less than the 96 opened in March 2011. QC alsoresolved 67claims for the month, evidencing that QC is resolving more claims than they are opening.

In March, 5 percent of customers with shipments reported claims, which is 3 percent less than the 8percent that reported issues in March 2011.

Although it is our goal to receive a rating of 5 on our customer surveys, QC received an average ratingthis month of 4.5 and will continue to strive to increase this rating.

Jason MaloneyandPat Donovanare currently working in QC on a rotational basis. We are very fortunate tohave both of them in here to help, and look forward to their experience in resolving claims this summer.

Marketing

Currently the Marketing team is experimenting with a new email campaign to attract more customers to ourFacebook page. Mitch Curtishas done a wonderful job of bringing our social media presence on Facebook

to a high standard by posting fun and entertaining updates on a more regular basis. However, the vastmajority of the people following us on Facebook are current and former employees who want to stay in touchwith the company. Wed like to shift that tide and get more current and past customers to tune in to our feedon Facebook. We think this could be a great opportunity to engage with customer pre and post move, and tokeep our brand fresh on their minds long after theyve moved with us.

The email campaign we have undertaken involves emailing every customer that is moving with us duringthe month of May. The subject of the email is May is Moving Month Facebook Photo Contest, andwe are encouraging customers to post a picture from their moving day experience on the Gentle Giant

Facebook Page. The best photo at the end of the month will win a $100 American Express gift card as anadded incentive. Our hope is that this contest will engage the voyeuristic and competitive nature of our mostenthusiastic customer and draw greater attention from them to our Facebook page.

8/12/2019 201205_score

6/96

Human ResourcesWelcoming new and returning Giants to the workplace happens like clockwork during the April Junetimeframe. The stream of arrivals will continue to be heavy through the end of June. Approximately 70additional Operations team members and roughly 10 ofce seasonal hires will be arriving between mid-Mayand mid-June. The J1 Visa Giants from Ireland start arriving at the end of May into early June, and our friends

from Lithuania start arriving in early June. The H2B Visa Giants started to arrive in March and continues in thecoming weeks. An additional 50 or so US domestic Operations team hires will start arriving in mid-May and

continue to trickle in during May and June. Roughly 25 of these hires are returning from previous summers.Please make sure you take the time to reach out and welcome all new and returning Giants. Remember backto your rst few days or weeks at work. Hopefully you received a warm welcome from a number of Giants.Small gestures such as extending a welcome really make a positive difference in the initial days of a new workexperience. It would be great if each of us could put an effort into making all returning and new Giants feelvery welcome in the workplace.

This is also a reminder that we are starting the annual process to gather input via our Employee Survey. Yourmanager will be providing you with a survey in the coming weeks. Completing the survey should take no morethan 10-15 minutes. We greatly appreciate the time you take to share your candid opinions about your workexperience.

Current Job OpportunitiesAn updated listing of job opportunities is found below. Referrals from existing or ex-Giants are typicallyresponsible for at least 90% of the positions we ll, and wed love to gather the names of any friends or family

that you feel would be a good t with Gentle Giant. If you know of anyone that you believe would enjoyworking at GG and t nicely into our workplace please get in touch with the below listed hiring manger orcontact.

The Training Department is gearing up for our busiest timeof the year. Over the course of the next ve weeks we will bewelcoming new Giants to the workforce. Our main goal in thetraining department is to spend time training the new recruits

during their rst two days so they are well prepared to assistthe crews while out on the trucks. In order to achieve this weare in the process of revamping the second day of new hiretraining which consist of packing and prepping. We believethat by making some slight adjustments we can better preparethe guys to assist the crews during their rst few days.

New Hires to go through GG 101 for the month of May: 40, June: 70 - 80Claims Challenge: Floors Inception Dec. 22 Floor claims since inception: 1

Position Location Who to contact ifinterested Status

Box Xpress Driver Somerville Will Allen Soliciting candidatesAssistant Crate Builder Wilmington Tom Kiefer Interviewing candidatesMove Coordinator (seasonal) Somerville Will Stirling Interviewing candidatesSomerville Group Manager Somerville Briain Coleman Soliciting candidatesMovers All locations Craig Averett Interviewing candidatesGG Challenge Assistant/Team Member Event based Alex Osborn Soliciting candidates

GGTRAINING DEPT.

8/12/2019 201205_score

7/97

SPOTLIGHT ON GIANTS

When you see examples of coworkers, managers

and employees demonstrating positive Gentle

Giant behaviors that deserve to be spotlighted,

we want to know about it. Please point it out

by sending and email to your manager, Larry

OToole (lotoole@gentlegiant.com) or Marketing

(somervillemarketing@gentlegiant.com).

Charlie Pratt wrote this about hisCharlottecrew:Mr. OToole, This letter is the rst of its kind, insofaras it concerns me. Ive never hired movers before. Infact, it had been seven years since I last moved fromanywhere. Seven years ago, I was in my early twentiesand full of that kind of inexperienced hope that only

those at that age can muster up. So now, at 31, I was

curious about my other moving options. By, otheroptions I mean using anyone other than my collegebuddies. Seems like its an unwritten code: A dudemust and shall abuse his friends in the process ofmoving from one apartment to the other. I knew Idused up my free passes on this one, plus I had sevenyears of stuff that Id built up.

So I started looking into moving companies. I hadno reference for what I wanted, or what I liked in amoving company. Paying others to help me is usually

one of the last things I ever consider in the pursuitof a goal. But I began the search anyways. I live inCharlotte, NC. I rst called a company that advertisesheavily on the local talk radio station, condent that

theyd be the easiest and most convenient to workwith. And as of that point, they were. Very helpful,professional, good folks. Family-owned, God blessAmerica, and all that. Well, when it came time toschedule the move, none of the aforementionedbenets made a bit of difference as they told me theycouldnt move me on the day and time Id requested.

Strike. OUT.

Frustrated by this, and growing increasingly worriedthat Id waited too long to rm up the logistical details,I started calling other companies. One quoted me aprice that was so high; one can only imagine that theymoved your stuff in gilded chariots pulled by Arabianhorses. The other was staffed by workers whosecommand of English language and grammar was so

poor, you marveled at the fact that they knew how

to schedule lunch, much less my big move. So then, Isaw an ad for Gentle Giant, and right away I liked thename. Gentle Giant. Theres an elegant sort of powerthere, isnt there? I conjured up images of Andre theGiant, Jolly Green Giant, Gullivers Travels, and so on.But so far, none of that mattered much. I just needed

movers, and I needed them pronto, and, hopefully,for a fair price. I rst succumbed to the Gentle Giant

brand when I read about its company philosophy.Hiring college athletes Brilliant! -giving them careers,team building exercises, group activities. These are allgood things, and though none of them were directlyrelated to my big move, they spoke of a company whogives a crap about its brand, and that motivates me.

I spoke with one of your employees on the phone,

who was kind, non-salesy, and efcient. They

quickly got me an estimate of the time it would take,and laid out a simple set of expectations for me toabsorb. But most importantly for me, they could tme in their schedule. It didnt take me long to feelgood about my decision to hire Gentle Giant for mymove. I could just tell this was a unique company,and that Id get a kick out of their process. I couldnt

have been more right. Promptly at the scheduled time,two fellows showed up at my place. Ian StraubandJacob Toddstood there smiling. Ian Straub was...

Auto Accidents

Number Claims: Month: 3 YTD: 8

Type (current month): HitPkdVehl

Number Claims: Month: 3 YTD: 7Claim Status: Med Only: 3 Lost Time: 0

Type (current month): Lift/Carry: 1

Cut/Puncture

Slip/Fall

Number of Inspections : Month: 2 YTD: 11

# due to Moving Violations Month: 0 YTD: 0

Driver Violations: Month: 1 YTD: 3

Equipm ent Violations : Month: 3 YTD: 8

Unsafe Driving: 30.2% Vehicle Maintenance: 14%

Fatigued Driving(HOS): ND Cargo-Related: ND

Driver Fitness: ND Crash Indicator: ND

Drugs/Alcohol: ND

CSA

Monthly Risk Recap for April

SAFETY & COMPLIANCE

Workers' Compensation

Roadside Inspections / Regulatory Citations

8/12/2019 201205_score

8/98

...a literal giant, standing well over six feet tall in mydoorway. Jacob was a beast also. The Gentle Giantbusiness model was starting to seem like a smartplan. Immediately, they got to work, assessing mypile of stuff and organizing a plan. As the morning

continued, I learned a lot about these two kind fellows.Both were ex-farm boys and both dedicated athletes.

Ian was a basketball player, and loves disc golf. Jacobis interested in IT, and revealed in the surprise of theday that he plays upright bass in a bluegrass band.They asked about me, and showed an interest in mylife, something I didnt expect but helped the daymove along. They let me help them a little, and it

wasnt too long before wed packed everything up.

A quick jaunt to the new place, and soon we wereunloading. As anyone whos ever moved will tell you,the second leg is always the most annoying. Youre

tired, you are sick of going up ight after ight ofstairs, and you just want to be done. I imagine theseguys wanted to knock this out and go enjoy their

Saturday but their attitudes didnt waver, and neitherdid their effort. This was a truly impressive displayof professionalism and good attitude. I promisedIan and Jacob that I would write a glowing letterof recommendation and send it to the CEO. Thepurpose of this letter is two-fold: 1). To praise yourcompany, to thank you for the effort, and to know thatI will always recommend Gentle Giant to whomever

I can. 2). To make sure that Ian & Jacob get the praisethey deserve, and to charge you, as the leader of thisarmy of tness dorks, to acknowledge Ian & Jacobaccordingly. Its the right thing to do. I know that thisis probably more verbose than is standard, but whatcan I say I feel strongly about this! Thank you foryour time, and for creating a great company and lettingme take part in it.

Crew: Ian StraubandJacob Todd

Date of Move: 4/7/2012

Ian Gillepsie wrote one heck of a letter to Larry:I know I could have gone the regular customerresponse route to tell the company how good you are,

but I wanted, given the extra effort your team wentput in, to write to you directly.My story starts in December, 1986, when you had

an extraordinary team move my about-to-be newwife and me from two one-bedroom apartments onBeacon Hill to a lovely home in Concord, MA, wherewe proceeded to be gifted with three great kids who

are now grown. The story came full circle recentlywhen we had two moves with you two weeks apart. Ihad told my wife I didnt think we could afford thelower quote we got from someone else.

The rst move was Craig Dolan, Blake McCauleyand Mark Green, and they could not have been

more fantastic. The hard work ethic was the sameI had seen 25 years ago. But the second move twoweeks later was a real surprise - this one headed byyour nemesis Robert Swift, who took one look atus and the house, and reminded us he had done themove 25 years ago. We remembered that he was thereason we had come back to Gentle Giant, though itnever occurred to us he would be moving us again somuch later. He and Blake, withVoinescu Macrea,

proceeded to go beyond any expectations we couldhave ever had. They hooked up the washer for us.

They moved a large air conditioner already at the newhouse that was in the wrong place and reinstalled itfor us. And they worked their tails off. The wholegroup were the real deal - smart, hard working, andgentlemen in every sense of the word. You wouldhave been proud of them all. I dont know how you

do it, but you have done it consistently for a longtime. Congratulations!

Crew: Robert Swift, Blake McCauley, Craig Dolan,Mark Green,Voinescu Macrea

Dates of Move: 4/6 2012 & 4/20/2012

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9/99

save the date:GIANT HEALTH DAY, MAY 25th

WIN AN

Left to right: Amber Silva (Craigs girlfriend), Craig Dolan, Kyle McCauley(Blakes brother), Logan Magnon, Blake McCauley, and Brent Kraemer

after completing the Mt. Snow Tough Mudder Race.

...Training Continued

On May 15th, the GG Training Department hostedits rst live Presidents Orientation Address, toRegional new hires via GoToMeeting. It was a greatsuccess, and as most of you know it has always beenour intention to have everyone at this company knowand experience our team and family cultureno mat-ter what ofce they may work out of. Five new hires

from three separate regional ofces around the coun-try were privileged to chat with Larry and hear histake on what this company is all about; all as part oftheir larger GG101 training that they have completedlocally with their managers. We are very excited to beutilizing available technology to facilitate our growth,and look forward to many more of these meetingsin which all of our employees get a chance to knowrsthand that they are part of something special, and

to know that we are invested in their success.