LEBANON, Tenn. -- Saying that the federal investigation into Pilot Flying J's alleged diesel fuel rebate scam "has had little, if any" effect on his specific business, Rich Mannella--general manager at the Pilot Travel Center in Lebanon, Tenn.--participated in a Q&A posted on the company's website.
On a company-wide scale, however, the scandal hit recruitment hard. In a separate Q&A, Robert Byington, senior manager of talent acquisition and administration at Pilot Flying J, also discussed how the investigation affected morale and hiring.
Since the FBI and IRS raided Pilot Flying J headquarters in Knoxville, Tenn., on April 15 to investigate the alleged scheme to cheat trucking companies out of rebates for diesel fuel purchased at the chain's more than 650 truckstops, seven Pilot Flying J employees have pleaded guilty in federal court to fraud-related crimes and nearly 30 trucking companies have filed lawsuits. At least 11 former employees already are cooperating with the FBI and offering evidence. Seven of them have entered guilty pleas to fraud charges, and four have obtained immunity from prosecution in return for their cooperation.
The filings were in advance of a Nov. 25 fairness hearing where a proposed settlement is scheduled for final approval.
Rich Mannella
Has the federal investigation had any impact on your travel center?
No, the federal investigation has had little, if any, impact on our business.
What questions have you received from employees about the federal investigation? How do you answer their questions?
At the onset of the investigation, there were employees who were concerned about the future of Pilot Flying J based on the reports and stories in the news. My employees were comforted when we had a visit from Mr. Haslam, and he ensured us that we would be a better and stronger company following the investigation. I have complete confidence in our leadership and that this issue will be resolved as quickly as possible.
What does your job entail as a general manager at Pilot Flying J?
First and foremost, as GM, I ensure the satisfaction of every customer that walks through my doors. Because I talk to professional drivers every day, I understand the challenges they face on a daily basis. My store is fast, friendly and clean--that is job No. 1. It's my duty to make sure every Pilot Flying J experience is a great one. I also oversee the development of store employees. It's a great feeling to watch them as they grow and succeed.
How many employees do you have at your location?
We have 61 employees, including our restaurants, at our store here in Lebanon, Tenn.
Click her to read the full Q&A with Mannella.
Robert Byington
How is it impacting morale and recruitment?
The first 60 days were really tough. There were a lot of questions and a great deal of uncertainty. People were concerned about the stability of our organization. Initially, our applicant flow dropped off and some applicants that were in the interview process decided to discontinue their candidacy.
However, after candidates became more informed about the issues surrounding the investigation, they realized that the vast majority of our team members have always done the right thing and continue to do so.
Today, our applicant flow is even higher than it was before April 15, 2013. In fact, it is the highest it has ever been at Pilot Flying J. Because we have kept the lines of communication open, and continue to update our employees, customers and the general public about our progress, it has helped us tremendously from a recruiting standpoint. New recruits recognize that we are a great company.
How did you get into this business?
I started college with a major in aviation and realized two years later that there were not a lot of opportunities in that field. I switched my major to Business Management and after graduation, entered the restaurant business working in operations and recruiting restaurant managers. During my business travels, I regularly purchased fuel at Pilot Flying J. Since I repeatedly stopped at the same location, I became friends with the Pilot employees and the general manager, who kept suggesting to me that I join the Pilot Flying J team. He convinced me to speak with his regional manager. They were both very persistent. I decided to pursue the opportunity, and after six months of working in operations at Pilot Flying J, they asked me to move to the corporate office in Knoxville, Tenn., to run all recruiting operations.
What do you find rewarding about this business?
There are so many things that I find rewarding about this business. Pilot Flying J services over a million customers every single day. It’s rewarding to know that by supplying fuel for so many trucks, we help move goods and services across the country. In essence, we help keep the economy moving.
As an HR leader, one of my greatest satisfactions is seeing the team members we hire succeed. We have a very team-oriented atmosphere here. I enjoy watching our employees work hard and be rewarded for their dedication, passion and boundless energy. We are always looking for great people to fill positions due to the continual growth of the company.
Click her to read the full Q&A with Byington.
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