Outstand!ng is not a program. It is not a campaign. It is who we are — the culture, the standard, and the commitment that defines every interaction at Joyner Transportation & Logistic Services.
What Is Outstand!ng?
Think of Outstand!ng the way Chick-fil-A thinks of "My pleasure." It is not a script — it is a posture. It is the way Joyner shows up for every customer, every partner, and every community we serve. Our customers told us how they want to be treated: as individuals, with genuine care, and without friction. Outstand!ng is our answer to that call.
Outstand!ng was born from research into best-in-class service organizations and grounded in one of Joyner's founding principles: relationships with our customers come first. Every interaction — a phone call, a delivery, a support ticket — is an opportunity to be Outstand!ng.
The Three Pillars of Outstand!ng
Pillar One
Personalized
Use a warm, inviting greeting — first impressions matter every time
Use the customer's preferred name more than once during the conversation
Use courtesy words: "please," "thank you," and "my pleasure"
Ask open-ended questions to understand their perspective
Make thorough notes so customers never have to repeat themselves
Treat every interaction as if it is their first with Joyner
Pillar Two
Caring
Ask about their well-being before getting to the business at hand
Demonstrate active listening — make it clear you hear them
Allow them to vent; reflect their concerns back with empathy
Apologize genuinely for frustrations, inconveniences, and mistakes
Thank them for calling and for choosing Joyner
Recap the conversation before closing to confirm resolution
Pillar Three
Simple
Build confidence through clear, jargon-free explanations
Own the situation — do not pass the customer off
Tell them what you can and will do before what you cannot
If the answer is no, explain why — never just say no
Anticipate needs and use warm transfers when escalation is needed
Always communicate the next steps and follow-up plan
Why It Matters
Our Commitment to Service
Joyner serves nearly 7,500 customers every week across more than 15 products and services. Each of those interactions is a moment of truth — an opportunity to either strengthen a relationship or break one. Outstand!ng exists to make sure we are always strengthening.
The goal of Outstand!ng is to create a customer-centric culture throughout our entire organization — one that drives loyalty, generates advocacy, and upholds the Joyner brand at every touchpoint. From our drivers on the road to our team members on the phone, Outstand!ng belongs to all of us.
As associates, you are Joyner to every person you interact with. Your greeting, your tone, your follow-through — that is what our customers remember. Make it Outstand!ng.
The Joyner Promise
We will market our services honestly
Our team members will always be professional and knowledgeable
We will always be accessible, approachable, and responsive
We will always take ownership of your issues
Individual and complex needs will always be a priority
We will maintain a clean and productive working environment
Our billing will always be simple, accurate, and predictable
Your satisfaction is guaranteed — and we promise to keep our promise
Be Outstand!ng today.
Every customer. Every contact. Every day. That is the standard. That is Joyner.
Outstand!ng is not abstract. It shows up in the numbers, in customer feedback, and in the way our associates approach every single interaction — from the first hello to the final follow-up. Here is what it looks like when we live it.
7,500+
Customers Served Weekly
Every one of those interactions is a moment of truth — a chance to strengthen a relationship or break one. Outstand!ng keeps us on the right side.
15+
Products & Services
Across every product and division, Outstand!ng is the common thread. The standard does not change based on what you sell or what role you hold.
3
Pillars. One Standard.
Personalized. Caring. Simple. Three pillars, one outcome: customers who feel genuinely valued by Joyner every time.
Every
Contact. Every Day.
Not most interactions. Not the easy ones. Every customer. Every contact. Every day. That is the standard — and it belongs to all of us.
What Outstand!ng Looks Like in Your Role
Outstand!ng belongs to every associate — not just customer-facing roles. Here is how it shows up across the teams that make Joyner run.
Drivers & Fleet
You are often the only Joyner associate a customer physically sees. A professional appearance, an on-time delivery, and a warm interaction at the door — that is Outstand!ng on the road. Your conduct reflects our entire brand.
Customer Service & Support
Use the customer's name. Listen before you respond. Own the issue — do not transfer without a warm handoff. Recap every conversation before closing. These habits, applied consistently, are what turn customers into advocates.
Sales & Account Management
Outstand!ng in sales means honesty over pressure, long-term relationships over short-term wins, and following through on every commitment. Customers should never feel sold — they should feel served.
Operations & Dispatch
Accuracy, speed, and proactive communication. When something goes wrong — and sometimes it will — Outstand!ng means getting ahead of it. Call the customer before they call you. Own the delay. Offer the solution first.
Corporate & Support Teams
Your customer is often your colleague or another department. Outstand!ng applies internally too — respond promptly, communicate clearly, and treat every internal request with the same care you would give an external client.
Managers & Leaders
You model Outstand!ng for your team. If your associates see you cut corners, avoid accountability, or dismiss a customer concern — that becomes the standard. Lead with the same warmth, ownership, and follow-through you expect from your team.
The Outstand!ng Mindset
Outstand!ng is less about what you do and more about how you approach every situation. These mindset shifts separate good service from unforgettable service.
From "I have to" to "I get to"
Every customer interaction is a privilege. These customers chose Joyner. They could have chosen someone else. Remembering that changes how you show up — even on difficult days and in difficult conversations.
Own it before you explain it
When something goes wrong, the Outstand!ng response starts with accountability — not explanation. Apologize, own the issue, and then tell them what you are going to do about it. Customers do not want excuses. They want solutions.
Every interaction is someone's first impression
You may have spoken to a hundred people today. But for the person you are speaking with right now, this may be their first time calling Joyner. Bring the same energy to the 50th call that you brought to the first one.
Simple does not mean short
The third pillar of Outstand!ng is Simple — but simple means clear, not brief. Take the time to explain. Make sure they understand. A customer who leaves a conversation confused is not a satisfied customer, no matter how fast the call was.
Follow-through is the most Outstand!ng thing you can do
Promises made during an interaction are worth nothing if they are not kept. If you say you will call back — call back. If you say you will check on it — check on it. Doing what you said you would do is what builds trust. And trust is what builds loyalty.
Be Outstand!ng Today.
Every customer. Every contact. Every day. That is the standard — and it belongs to all of us. Outstand!ng is not something that happens to our customers. It is something we choose to give them, on purpose, every single time.
