Reflecting On Three Decades Of Growth And Change: An Interview With Jim Hardisty

Over the last 30 years, the logistics industry and its suppliers have undergone significant transformation. From the way businesses operate to the growing emphasis on sustainability, the landscape today is almost unrecognisable from the early days of goplasticpallets.com.

In this Q&A, Jim Hardisty, Managing Director of goplasticpallets.com, reflects on some of the key changes he’s witnessed throughout his time in the industry, including shifts in customer expectations, team management, and the ever-increasing importance of sustainability.

Hi Jim, what are some of the biggest changes you’ve seen in the overall business landscape during your 30 years in the industry?

The world has changed drastically in the past 30 years. Back when we first started, we were using tools like the Kelly’s Directory to find customers and fax machines to send orders. I remember sitting in my office on a Friday afternoon, faxing out order forms for the following week – that’s how business was done back then. There was no internet, no email, and certainly none of the advanced technologies we rely on today. Now, everything is online, and the pace of business has accelerated significantly.

The introduction of digital platforms has also brought new ways of doing business, from e-commerce to real-time data access, which is something we never had back then. You relied a lot more on instinct. Now, it’s a more connected, more competitive world, and that’s changed how companies like ours need to operate.

We have always been able to adapt quickly to match changes to the landscape and the evolving demands of our customers. Thankfully, we have a dynamic team in place that are not only open to trying new things but are also happy to suggest new ideas. It’s more critical than ever to tap into the expertise of your people, especially the younger, more tech-savvy generation!

How have customer relationships evolved during your time in the industry?

Customer expectations have changed dramatically over the years. 30 years ago, a phone call or fax would suffice, but today’s customers demand speed and efficiency. It’s a world driven by Amazon-style expectations – next-day delivery, instant quotes, and immediate responses. If a customer can’t get what they need quickly, they’ll look elsewhere.

We’ve always prided ourselves on providing excellent customer service, but the pace at which we need to deliver has increased significantly. This is why we are constantly looking to improve our own infrastructure. Last year we acquired a secondary warehouse next to our head office, so we could hold increased levels of stock.

We have earned our reputation for being responsive and reliable – and that has been a key aspect in our continued growth.

How does goplasticpallets.com stay ahead of the curve in such a competitive industry?

Staying ahead of the curve does not solely rely on customer service – it also requires a commitment to offering the highest quality products on the market. Securing the right products is key to our success, and it’s something we take very seriously. We’ve built strong, long-term relationships with some of the best manufacturers in the industry, which allows us to consistently deliver top-tier solutions to our customers.

Over time, we’ve earned exclusivity with certain manufacturers, making us the only business in the UK able to offer some of the finest plastic pallets and containers available. It’s this dedication to quality and these strong partnerships that ensure we remain leaders in the market, known for delivering the very best to our customers.

Team management is also a big part of running a business. How has managing and building a team changed over the years?

Team management has evolved quite a bit. In the early days, you’d hire someone, give them a job, and they’d get on with it. However, the expectations of employees have changed – for the better, may I add – and we’ve successfully adapted to that. Today, there’s a much greater emphasis on mental health, work-life balance, and personal development, areas that the industry didn’t prioritise 30 years ago. But it’s undoubtedly a positive shift in the right direction.

We’ve introduced mental health first aid training, and we’ve become more involved in supporting our staff both personally and professionally. Employees today are often juggling multiple roles, and the pressures are greater, so it’s important that we create a supportive environment for them. I think we’ve adapted well to these changes, and it’s something we’ll continue to focus on as we grow.

A fantastic example of this is Dan Starnes. He first started working in the yard almost 20 years ago, before moving onto deliveries. A year later I personally trained him in sales, and he has played a key role in our growth. The culmination of this was a recent promotion to Sales Director. We are proud of the investment we make in our colleagues. Many of them have been with us for more than 10 years, which certainly suggests we are doing a decent job.

Sustainability is an important topic today. How has the industry’s approach to sustainability evolved?

There wasn’t such a strong emphasis on sustainability 30 years ago – however, the logistics and supply chain sectors have made important investments as the technology and certain solutions become more affordable and readily available. This includes greener fleets, carbon-neutral warehousing, and increased use of recycled materials in packaging and pallet production – which is where we come in!

Back in the 1990s, we were working with wooden pallets, and there was a belief that using wood was inherently better because you could replant trees. But over the years, we’ve learned that plastic pallets, when used and recycled properly, are a far more sustainable solution.

Today, sustainability is at the forefront of everything we do, and it’s something our customers care about deeply. At goplasticpallets.com, we set ambitious recycling targets, and we surpassed those a year early.

Our focus is on promoting a circular economy, reducing waste, and ensuring that the products we provide have a positive environmental impact.

Looking back on your 30 years in the industry, what stands out as the most significant change?

It’s hard to pinpoint one thing, but I’d say the biggest shift has been the speed at which everything happens today. Technology has completely transformed the way we do business, from how we find customers to how we manage logistics. The focus on sustainability is another big change – it’s something that was barely talked about when we started but is now a critical part of our strategy. I believe programmes like Planet Earth have done a great job at raising awareness and driving businesses to think smarter and cleaner.

Overall, it’s been an exciting journey, and I’m proud of how we’ve adapted and grown over the years. The industry will keep changing, and so will we, but I think we’re in a strong position to face whatever comes next.

Over the past three decades, Jim has seen significant shifts in the industry, from the rise of digital technology to the increasing focus on sustainability. Through it all, goplasticpallets.com has adapted and thrived, staying ahead of the curve while remaining committed to its core values. If you’d like more information on our range of products or services, contact our team on 01323 7444057 or at sales@goplasticpallets.com.