Sheila HuffCEO

The biggest challenge has been navigating the loss of our general manager, who had been with us for more than 15 years. His passing created both an operational and emotional gap. We had to support our team through grief while also ensuring the business continued moving forward.

Since I live in Indiana while the company operates in Texas, I have to be much more intentional about communication and culture. We meet weekly through video calls, and I make regular visits to stay connected with the team and the business.

This business was built by my grandparents, and I want employees to feel connected to that legacy. Even though family members are not physically present every day, I want the values, work ethic, and care that built the company to remain part of the organization's identity.

We promoted from within. Our driver supervisor had worked closely with the general manager and understood the business well. He already had strong relationships with the team and was a natural fit to step into a leadership role during a difficult period.

I've learned that culture cannot be assumed. It has to be intentionally communicated, reinforced, and protected. When key people leave, you realize how important it is to document and share the values that have guided the company for decades.

Family businesses are often built on stories, sacrifices, and shared values. The culture isn't created through policies alone. It comes from the people who built the company and the way they treated customers, employees, and the community.

Right now, many of our values are shared informally through stories and interactions. Putting those values into words will help ensure they remain part of the business as we grow and bring in new employees who never had the opportunity to know my grandparents personally.

The first step is having a conversation with my grandmother. She helped build the company from the beginning and understands what made it successful. I want to capture those lessons and turn them into guiding principles for the future.

Stories help people understand why a company exists. When employees hear how the business started with one truck and grew through hard work and service, they gain a deeper appreciation for their role in continuing that legacy.

Customer service is everything. Our team often meets people on some of the worst days of their lives. Whether it's after an accident or dealing with an impounded vehicle, we have an opportunity to show patience, empathy, and professionalism during difficult moments.