When a 2022 employee engagement survey revealed troubling results at Tropical Shipping‘s Miami warehouse, leadership knew something had to change. Today, that same facility stands as a testament to what can happen when leaders truly listen to their teams.
A Call for Change
The transformation required more than just operational changes—it demanded a complete cultural shift in a facility where many employees had spent decades doing things “the way they’d always been done.”
“The 2022 survey results were a wake-up call,” says Brandon Johnson, Miami Warehouse Director at Tropical Shipping. “Our team members were telling us they needed better safety measures, fairer treatment, and a more consistent accountability structure. We knew we had to do more than just acknowledge these concerns—we had to take decisive action.”
Confronting the Challenge
The scope of the challenge was daunting. The warehouse was running two shifts with over 50 temporary workers, struggling with high overtime costs, and facing mounting employee concerns about everything from safety to work-life balance.
“We had to start by acknowledging that the answer was right in front of us,” says Johnson. “Our people knew what needed to change. We just needed to create an environment where they felt heard.”
Building the Foundation
The leadership team began with fundamental changes: upgrading racking systems, improving lighting, and installing new cameras. But the real transformation came from restructuring the operation itself, transitioning from two shifts to four—a change that initially met resistance from long-tenured employees.
“It wasn’t an easy rollout,” Johnson reflects. “We’re talking about long-tenured people who had legitimate concerns about changing operations they’d known for years. We had to communicate extensively about each step, from changing the racking to implementing new schedules. But once people saw we were serious about improving their work environment, they became our biggest advocates.”
Measuring Success
The results speak volumes. Loading efficiency skyrocketed from 355 cubes per hour in 2022 to 725 in 2024—a 104% improvement. The warehouse now operates with just one temporary worker, down from over 50, and error rates have dropped by more than half.
“When you give people a better work-life balance and show them you’re invested in their success, the results follow naturally,” explains Dave Carter, Tropical’s AVP overseeing logistics operations, who helped shepherd the transformation. “Our team members aren’t just showing up for a paycheck anymore—they’re building careers.”
Creating a Cultural Shift
The impact extends beyond the numbers. Where once the facility struggled to staff night shifts, it now receives regular employee referrals. Team members are bringing their friends and family members to apply, a testament to the workplace culture they’ve built.
The transformation has created a positive feedback loop. Johnson explains: “Those 13 leaders drove change for 81 people because they listened, they cared, and they live the Tropical values. Now we’re seeing the results not just in numbers, but in the way, people talk about working here. We’ve gone from struggling to staff night shifts to having employees actively recruiting their friends and family.”
Leadership in Action
The transformation required careful coordination between 13 key leaders—one operations manager, four supervisors, and eight leads—who oversee 81 team members. Together, they’ve created a workplace that employees are proud to call home.
“The most powerful thing we did was simple: we listened,” says Johnson. “We took every concern seriously, from safety issues to training processes. When people saw, we were committed to making real changes, they became invested in the outcome.”
Delivering Customer Value
The improvements haven’t gone unnoticed by customers either. With faster loading times, reduced errors, and more consistent service, the warehouse has strengthened its relationships with key clients while reducing costs.
“When you look at the ripple effects of these changes, it’s incredible,” Johnson notes. “We’ve doubled our loading efficiency, cut our error rates in half, and significantly improved our customer service. But what really matters is that we’ve created a workplace where people want to be—where they’re proud to bring their friends and family to work.”
Looking Ahead
Looking ahead, the leadership team remains committed to continuous improvement. They’ve established regular feedback channels and continue to invest in training and development opportunities for team members.
“This transformation isn’t just about numbers—it’s about people,” reflects Carter, “When you create an environment where people feel valued and heard, everything else falls into place.”
For Tropical Shipping’s Miami warehouse, the journey from struggling facility to employer of choice proves that sometimes the biggest improvements start with the smallest action: listening to your people.