Name: Sarah Scott
When did you become a manager?
I've worked here since I was 15 and have been involved in day-to-day running for about seven years. My father owns the company and fought my being involved, because it's male-dominated. But I proved myself and he conceded. I'm now being trained to take over the company.
What does management mean to you?
The drivers are self-employed - we're merely an agency. To ensure they toe the line you've got to be fair. It's a balancing act between keeping drivers and customers happy. I'm a people person - when a customer has a complaint, as horrible as that might be, I enjoy dealing with it. We have about 50 drivers and have been in business 24 hours a day, seven days a week for the past 30 years, so you're not going to keep people happy all the time.
What do you love/hate about it?
I love it when customers are happy, drivers are going straight to the next job and everything gels together. I hate the industry's seedy reputation.