This Months Highlights

Giant Health Day: May 25

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. 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)
The
Score
May 201 2
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Claire Nagel wrote:
The crew was excellent - the three gentlemen moved with such speed
and ease that my old roommate swore there were four movers! They
worked hard, fast, and were very careful with everything. If only every
move could go so smoothly! I will be calling Gentle Giants again next
time 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, Kieffer
Karim, Matt Packebusch, Ian Cary, Gabe Samu, Andre Eilers, Stefanie Kozuszek,
Ion Drembliuga, Larry OToole, Brett Florence, and Andrew Rozzi.
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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 our
customers 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, why
we must be religious in making sure we send a Thank You card, and why we must strive to fnd a creative
way 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 their
Facebook 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 just
moved me, and they were terrifc! 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 is
even 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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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
April Rev. Goal $ 1,415,219 $ 109,465 $ 60,680 $ 37,420 $ 72,917
April 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
April Shipments 98 101 84 20.2%
April Trips 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%

4
NEWS FROM OUR TEAMS
Operations
Maximum resources booked April 2012: April 27
th
: 177 Giants and 74 trucks booked
Maximum resources booked April 2011: April 29
th
: 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 Temme and a total crew of 10 Giants covered
14 jobs. The Seattle crew followed that up on Saturday May 5
th
by covering the Windermere Cup (Seattles
equivalent to Cambridges Head of the Charles Regatta) as well as multiple local jobs with a limited crew. Way
to go above and beyond, Seattle!
Charlotte movers and shakers: Manager Bob Farnum and 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 recruit
and 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-end
local moves to the schedule for 2012. Referrals have slipped in New England and these guys are taking steps
to reverse the trend. Research conducted has shown that hands down the element that sets us apart from the
other companies is the personnel that perform the moves. Each manager has taken on responsibility for a
town or territory and will be raising awareness of Gentle Giant by using our resources to get our name out
there 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 England
referrals moving in a positive direction.
Sales & Move Coordinators
April was a challenge last year and again we struggled to hit our
April goal this year. We missed budget by $256,924 or 11.6%. The
only 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 this
number. Typically we have diffculty flling the frst two weeks, but
end up over booking the last two weeks of any given month. This
has been an ongoing challenge that the Sales Team focused on
improving for May. Putting in a real effort at the end of April to
maximize resources for the month of May had a signifcant impact
balancing the schedule overall. Because of the importance this has
on monthly revenue, we will continue to make a point of focus
going forward.

We have some new faces on the sales team for summer. Please
welcome to the Move Coordination team two experienced
customer service providers, Emily ONeill and Lisa Ward. Also,
David Kennedy and Colin moon have brought their skills from
the trucks to the MC team for summer. We are also very pleased to
welcome back Heather Conrad from last summer.
Tom Huck Hudkins of
softball and storage fame!
5
Interstate
The Interstate Sales and Operations team completed 101 moves in April 2012, a
20.2% increase over 84 completed moves in April 2011. Interstate trip numbers were down 22.2% at 14 in
April 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 that Alfonzo Dixon has been selected as a new on-the-road Interstate driver
trainer. Congratulations from all of us. We also want to congratulate Cory Ruzzo for passing his CDLA test
thanks to Rob Lantrys awesome driver training skills! Erica Gennaro and Shane Thompson have been
promoted 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 Hagan to our
interstate team in April. Erin brings her excellent Move Coordination skills along with her and has already made
herself a huge part of the team. The Interstate team is up for the challenge of the busy season ahead. With
added 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 signifcantly less than the 96 opened in March 2011. QC also
resolved 67 claims 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 8
percent 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 rating
this month of 4.5 and will continue to strive to increase this rating.
Jason Maloney and Pat Donovan are currently working in QC on a rotational basis. We are very fortunate to
have 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 our
Facebook page. Mitch Curtis has 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 vast
majority of the people following us on Facebook are current and former employees who want to stay in touch
with the company. Wed like to shift that tide and get more current and past customers to tune in to our feed
on Facebook. We think this could be a great opportunity to engage with customer pre and post move, and to
keep 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 during
the month of May. The subject of the email is May is Moving Month Facebook Photo Contest, and
we 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 an
added incentive. Our hope is that this contest will engage the voyeuristic and competitive nature of our most
enthusiastic customer and draw greater attention from them to our Facebook page.





6
Human Resources
Welcoming new and returning Giants to the workplace happens like clockwork during the April June
timeframe. The stream of arrivals will continue to be heavy through the end of June. Approximately 70
additional Operations team members and roughly 10 offce seasonal hires will be arriving between mid-May
and 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 the
coming 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 back
to your frst 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 work
experience. It would be great if each of us could put an effort into making all returning and new Giants feel
very welcome in the workplace.

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

Current Job Opportunities
An updated listing of job opportunities is found below. Referrals from existing or ex-Giants are typically
responsible for at least 90% of the positions we fll, and wed love to gather the names of any friends or family
that you feel would be a good ft with Gentle Giant. If you know of anyone that you believe would enjoy
working at GG and ft nicely into our workplace please get in touch with the below listed hiring manger or
contact.








The Training Department is gearing up for our busiest time
of the year. Over the course of the next fve weeks we will be
welcoming new Giants to the workforce. Our main goal in the
training department is to spend time training the new recruits
during their frst two days so they are well prepared to assist
the crews while out on the trucks. In order to achieve this we
are in the process of revamping the second day of new hire
training which consist of packing and prepping. We believe
that by making some slight adjustments we can better prepare
the guys to assist the crews during their frst few days.

New Hires to go through GG 101 for the month of May: 40, June: 70 - 80
Claims Challenge: Floors Inception Dec. 22 Floor claims since inception: 1
Position Location Who to contact if
interested
Status
Box Xpress Driver Somerville Will Allen Soliciting candidates
Assistant Crate Builder Wilmington Tom Kiefer Interviewing candidates
Move Coordinator (seasonal) Somerville Will Stirling Interviewing candidates
Somerville Group Manager Somerville Briain Coleman Soliciting candidates
Movers All locations Craig Averett Interviewing candidates
GG Challenge Assistant/Team Member Event based Alex Osborn Soliciting candidates

GG
TRAINING DEPT.
7
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 his Charlotte crew:
Mr. OToole, This letter is the frst of its kind, insofar
as it concerns me. Ive never hired movers before. In
fact, it had been seven years since I last moved from
anywhere. Seven years ago, I was in my early twenties
and 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, other
options I mean using anyone other than my college
buddies. Seems like its an unwritten code: A dude
must and shall abuse his friends in the process of
moving from one apartment to the other. I knew Id
used up my free passes on this one, plus I had seven
years of stuff that Id built up.
So I started looking into moving companies. I had
no reference for what I wanted, or what I liked in a
moving company. Paying others to help me is usually
one of the last things I ever consider in the pursuit
of a goal. But I began the search anyways. I live in
Charlotte, NC. I frst called a company that advertises
heavily on the local talk radio station, confdent that
theyd be the easiest and most convenient to work
with. And as of that point, they were. Very helpful,
professional, good folks. Family-owned, God bless
America, and all that. Well, when it came time to
schedule the move, none of the aforementioned
benefts made a bit of difference as they told me they
couldnt move me on the day and time Id requested.
Strike. OUT.
Frustrated by this, and growing increasingly worried
that Id waited too long to frm up the logistical details,
I started calling other companies. One quoted me a
price that was so high; one can only imagine that they
moved your stuff in gilded chariots pulled by Arabian
horses. The other was staffed by workers whose
command 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, I
saw an ad for Gentle Giant, and right away I liked the
name. Gentle Giant. Theres an elegant sort of power
there, isnt there? I conjured up images of Andre the
Giant, 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 frst 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 all
good things, and though none of them were directly
related to my big move, they spoke of a company who
gives 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 effcient. They
quickly got me an estimate of the time it would take,
and laid out a simple set of expectations for me to
absorb. But most importantly for me, they could ft
me in their schedule. It didnt take me long to feel
good about my decision to hire Gentle Giant for my
move. 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 Straub and
Jacob Todd stood there smiling. Ian Straub was...
Auto Accidents
Number Claims: Month: 3 YTD: 8
Type (current month): HitPkdVehl
Number Claims: Month: 3 YTD: 7
Claim 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
Equipment 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
...a literal giant, standing well over six feet tall in my
doorway. Jacob was a beast also. The Gentle Giant
business model was starting to seem like a smart
plan. Immediately, they got to work, assessing my
pile 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. Jacob
is interested in IT, and revealed in the surprise of the
day that he plays upright bass in a bluegrass band.
They asked about me, and showed an interest in my
life, something I didnt expect but helped the day
move 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 were
unloading. As anyone whos ever moved will tell you,
the second leg is always the most annoying. Youre
tired, you are sick of going up fight after fight of
stairs, and you just want to be done. I imagine these
guys wanted to knock this out and go enjoy their
Saturday but their attitudes didnt waver, and neither
did their effort. This was a truly impressive display
of professionalism and good attitude. I promised
Ian and Jacob that I would write a glowing letter
of recommendation and send it to the CEO. The
purpose of this letter is two-fold: 1). To praise your
company, to thank you for the effort, and to know that
I will always recommend Gentle Giant to whomever
I can. 2). To make sure that Ian & Jacob get the praise
they deserve, and to charge you, as the leader of this
army of ftness dorks, to acknowledge Ian & Jacob
accordingly. Its the right thing to do. I know that this
is probably more verbose than is standard, but what
can I say I feel strongly about this! Thank you for
your time, and for creating a great company and letting
me take part in it.
Crew: Ian Straub and Jacob 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 customer
response route to tell the company how good you are,
but I wanted, given the extra effort your team went
put in, to write to you directly.
My story starts in December, 1986, when you had
an extraordinary team move my about-to-be new
wife and me from two one-bedroom apartments on
Beacon Hill to a lovely home in Concord, MA, where
we proceeded to be gifted with three great kids who
are now grown. The story came full circle recently
when we had two moves with you two weeks apart. I
had told my wife I didnt think we could afford the
lower quote we got from someone else.
The frst move was Craig Dolan, Blake McCauley
and Mark Green, and they could not have been
more fantastic. The hard work ethic was the same
I had seen 25 years ago. But the second move two
weeks later was a real surprise - this one headed by
your nemesis Robert Swift, who took one look at
us and the house, and reminded us he had done the
move 25 years ago. We remembered that he was the
reason we had come back to Gentle Giant, though it
never occurred to us he would be moving us again so
much later. He and Blake, with Voinescu Macrea,
proceeded to go beyond any expectations we could
have ever had. They hooked up the washer for us.
They moved a large air conditioner already at the new
house that was in the wrong place and reinstalled it
for us. And they worked their tails off. The whole
group were the real deal - smart, hard working, and
gentlemen in every sense of the word. You would
have been proud of them all. I dont know how you
do it, but you have done it consistently for a long
time. Congratulations!
Crew: Robert Swift, Blake McCauley, Craig Dolan,
Mark Green, Voinescu Macrea
Dates of Move: 4/6 2012 & 4/20/2012



9
save the date:
GIANT HEALTH DAY, MAY 25
th
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 hosted
its frst live Presidents Orientation Address, to
Regional new hires via GoToMeeting. It was a great
success, and as most of you know it has always been
our intention to have everyone at this company know
and experience our team and family cultureno mat-
ter what offce they may work out of. Five new hires
from three separate regional offces around the coun-
try were privileged to chat with Larry and hear his
take on what this company is all about; all as part of
their larger GG101 training that they have completed
locally with their managers. We are very excited to be
utilizing available technology to facilitate our growth,
and look forward to many more of these meetings
in which all of our employees get a chance to know
frsthand that they are part of something special, and
to know that we are invested in their success.