The words you are searching are inside this book. To get more targeted content, please make full-text search by clicking here.

HOLT Conversations - November / December 2016

Discover the best professional documents and content resources in AnyFlip Document Base.
Search
Published by Shane Wall, 2016-12-30 11:25:48

Conversations Nov/Dec 2016

HOLT Conversations - November / December 2016

conversationsNOV/DEC2016
NEWS FOR HOLT EMPLOYEES AND THEIR FAMILIES

FRESHMAN VPS Brandon “Super Hero Nerd” Acosta,
Vice President – Enterprise Operations Support
We got to know some of our new Self-proclaimed super hero nerd; had an “in” at Marvel; runs
Vice Presidents and learned what they each morning in the hopes of developing super hero strength
see for the future at HOLT. In the spirit
of all the fun things we learned about them, Bill “The Chicken Guy” Bordelon,
and obliged by their great sense of humor, we gave Vice President – Service
them each a nickname, as shown to the right. Has four chickens: Miss Flossy, Red Bean,
Money Henny, and Girdie; is scared of heights
In the past few months, what is the smallest change we
have made that has had the biggest positive result? Jason “Mountain Man” Doan,
Vice President – Heavy Rental & Sales Operations
Mountain Man: We recently merged the work Vacations in the mountains; wanted to become a
spaces for our New Inventory and Work Tools forecaster for the National Weather Service
teams. Bringing these two groups together
has enhanced teamwork, created synergies, Al “The Renaissance Man” Hinojosa,
provided cross-training opportunities, and Vice President – Parts
enabled efficiencies that we've otherwise been Plays golf, hunts, fishes, works on his family
unable to realize. ranch, travels, can build a slingshot, sings
oldies and Mariachi
Buccaneer of the Chesapeake: We have stopped saying “we
can’t” or “we have always.” By taking these phrases out of our Sean “Buccaneer of the Chesapeake” Lothery,
vocabulary at all levels we have stopped talking Vice President – Product Support Sales
ourselves out of the dynamic change we are Graduated from Annapolis Sailing School; spent family
capable of organizationally. vacations sailing the Chesapeake Bay, stopping in different
port towns
What counts that we are not counting?
Brad “You’ll Shoot Your Eye Out” Rogers,
You’ll Shoot Your Eye Out: We overlook Vice President – Machine Sales East/Central Region
positive grit. Those employees with absolute Owned a Daisy BB gun as a child; was in the Negev Desert
determination and a “glass half full” attitude in Israel when the Gulf War broke out in 1991
win at business and life.

Buccaneer of the Chesapeake: We are not
counting employee engagement and how we
can have an impact on that. Very few things
make a larger impact on our business than
how we show up every day. Engaging our
teammates when we notice (continued on page 4)

INSIDE P2 Safety P3 Holiday Memories P4 Tale of Two | Go Green P5-7 Local News P8 Enterprise News P9 Customer
Experience P10-11 Service Awards P11 HOLT Retirees and Babies
THIS ISSUE

november/december 2016 Safety News conversations

consumption of alcohol. An increase in

the number of impaired drivers using the

Stay Safe This Holiday Season roadways during the winter holidays has
been well-established by law enforcement,

By Jeff Stewart, as has the loss of life resulting from
impaired driving.

Director of Safety 3. Fatigued Driving. Increased demands
& Environmental Culture and activities during the winter holidays

often mean significantly reduced sleep

The holiday season is a magical time consumed by our thoughts, we risk schedules. According to a study by the
where most everyone you meet has a missing the warning signs that could AAA Foundation for Traffic Safety, people
warm smile and a twinkle in their eye. have prevented an injury or accident. who slept six to seven hours a night were
Well wishes are plenty and kind words It is especially important this time of twice as likely to be involved in a crash as
of holiday cheer are exchanged. These year to take extra time to evaluate your those sleeping eight hours or more, while
encounters often occur while scurrying environment and risks, and develop people sleeping less than five hours
around town for last minute gifts or safe solutions. increased their risk four to five times.
preparing for holiday meals.
Preoccupation and the anxiety that goes The most dangerous holiday hazards 4. Mental Distractions and Inattention.
along with finding the perfect gift and include: The need to get the task done quickly
making a meal that would inspire or becoming complacent or over-
Martha Stewart can distract us from the 1. Distracted Driving. This includes confident in your ability to do the task.
dangers that lurk. driving while using cell phones for
talking and texting to friends, coworkers, So this holiday season, take this list and
It is a challenge to stay focused at home, and family. check it twice – and stay safe out there.
at work, and on the road during this
time of year. Hazards do not go away 2. Impaired Driving. Year-end dinners, The Safety, Security and Environmental
Departments wishes everyone a safe
Merry Christmas filled with laughter

just because it’s the holiday season. Our parties, and celebrations typically involve and joyful memories.

sense of perception or awareness of the

hazards becomes dulled as the mind is A New Benefit of Your Retirement Plan:

racing in a dozen different directions. Traditional After-tax Contributions
We are designed to be able to focus our
attention on a minimal number of tasks. Starting in 2017, Holt Companies 401(k) Profit Sharing Retirement Plan will
And when we allow ourselves to be offer a new way to save for retirement: Traditional after-tax contributions.

Pre-tax contributions. With pre-tax contributions, your money isn't taxed when

Do you have it is put into your account. When it comes time to withdraw this money, usually
a great idea for a story? after you retire, contributions and any earnings are taxed as ordinary income.

Send suggestions to After-tax contributions. When you make contributions to your account on a Roth
[email protected] basis or traditional after-tax basis, you pay taxes today on the money you save. You
can withdraw Roth contributions and any earnings tax-free, provided you are at
Editorial Board: least age 59-1/2 and made your first Roth contribution at least five years earlier.
Michelle Allen You can withdraw traditional after-tax contributions tax-free, provided you are
Debbie Boren at least age 59-1/2, but the earnings on this money is subject to taxation.
Alexandrea Trujillo
Denise Herrera-Wieters What's the benefit to traditional after-tax contributions? If you normally
Steve Wilson contribute the maximum amount in combined pre-tax and Roth contributions
($18,000 annually under age 50 or $24,000 age 50+), contributing on a traditional
Writer: Shelley Galbraith after-tax basis may make sense because you can contribute a combined pre-tax,
Design: LMW Design Group Roth, and traditional after-tax total of up to $53,000 annually (including all
employee and employer contributions).
Deadline for next issue: January 16
If you have any questions, please contact a member of
2016 HOLT CAT Human Resources/Employee Benefits.

2

november/december 2016 Owners' Message conversations

Merry Christmas from Our Families to Yours

Dad Peter J. Corinna Mom

What is your favorite What are you favorite What might be some new Do you have a resolution
holiday memory? holiday traditions? traditions for your family? or funny story of a

Peter J: Christmas and Corinna: We have always Peter J: Getting to be Santa! resolution that you broke?
Thanksgiving are tied for had the tradition of opening Don't tell my kids, but I eat
my favorite holidays. We one present from under the the cookies they put out. It's Corinna: I always make a
grew up in Blanco on a ranch tree on Christmas Eve. I not unique, but I love it. long, impossible list of
and we were given go carts have so many happy resolutions that I quickly
when we were young one memories in my PJs, Corinna: My husband abandon or forget. I couldn't
Christmas morning. Feeling cuddling by a fire (even if started an annual Turkey Fry tell you one that was on my
that freezing cold air it’s 75 degrees outside) with for our friends on 2016 list. But, oh well,
numbing my face going really my family after church. Thanksgiving morning. He resolutions are made to be
fast (probably 5 mph) is a Naturally, I always picked sets up a big pot of oil in the broken, right?
feeling I will always chase! the biggest, most elaborately backyard and invites
wrapped gift to open! everyone to come over with Peter J: Every year it's cake
Corinna: That’s so hard! their turkeys. We serve and every year I break it like
The go-carts are up there, Peter J: Thanksgiving day! mimosas and pastries two weeks in. I just can't
but I think my most I wake up early to hunt that and pray we don’t resist chocolate cake.
memorable Christmas was day then stuff my face and burn down the
when Santa brought me a try to stay awake for the garage. It’s a fun way
Miniature Horse! I was way afternoon hunt. There is to share the holiday
too young for that nothing that makes me feel with our friends
responsibility, so the horse more blessed and grateful before we all go on
didn’t live with us for long, than eating a big, long meal to our respective
but it was a little girl’s dream with family and then family meals.
come true! enjoying mother nature.

3

november/december 2016 Feature Stories conversations

Tale of Two Freshman VPs (continued from page 1)

Here we have a tale of two. Not so different from me or you. Look below, something is off may be what it takes to make the
and search for clues. Can you tell whose tale is whose? Answers on page 6. difference. It is the caring thing to do and it’s
consistent with our values.
Paul Hensley 1) What’s the last book you read/what are
Senior Vice President you currently reading? What have we as a company historically been when
a) Not Dead Yet, by Phil Collins; The we’ve been at our best?
of Finance/Chief Everything Store, by Brad Stone; A Life in Parts,
Financial Officer by Bryan Cranston You’ll Shoot Your Eye Out: We are at our best when
16 years of service b) Mover of Men and Mountains: The balanced in the impact of our decisions giving the best
Autobiography of R.G. Le Tourneau (I like equality possible to shareholders, customers, employees.
Brandon Guerra biographies)
Parts Manager 2) What hobbies do you have? Mountain Man: We’re at our best when we’re honest
a) Traveling, gardening, wine with ourselves about how we show up for our
15 years of service b) Working out, cooking, playing sports, customers – not when we’re reading our own press
reading clippings, but when we’re humbled by the voice of
3) What is your favorite current TV show? our customers and we take real and meaningful
a) Designated Survivor action to meet and exceed expectations.
b) This Is Us
4) What’s an item on your bucket list? What do you like best about coming to work each day?
a) Want to see the Egyptian Pyramids in
person Super Hero Nerd: Every day is a new challenge or
b) Publish a book problem to solve, surrounded by a great group of people.
5) What’s the best vacation you’ve been on?
a) New York City in the Spring Buccaneer of the Chesapeake: The teams we work
b) Europe – The Netherlands, Belgium, and with and the creativity they have in approaching our
France (10 days) business make up the best part of the work day for me.
6) What was your first car?
a) 1965 Volkswagen Bug The Renaissance Man: I like to talk to our employees
b) ’91 Mazda 626 and customers. Over the years I’ve developed some
very good friendships and I look forward to seeing
these people as often as possible.

What do you like least about coming to work?

The Chicken Guy: Expense reports.

(continued on back page)

Save Energy!

Do Your Part for the Environment at Work and Home

While many of HOLT’s new buildings are LEED* certified, many of the older facilities and offices are not yet as energy
efficient. There are things we can all do at work – and at home – to lower our energy consumption and lower the power
bills. Here are a few tips:

If you're not using it, turn it off – yours are enabled on all your office Unplug anything that still might use
lights, equipment, appliances, and equipment. energy even when it’s not in use.
fans, or heat/air conditioning, if you
can control it. Believe it or not, your cell phone A great way to turn things off is to
charger, tablet charger, and any devices plug equipment into power bars and
Most computers and printers have that have small indicator lights use turn them off until needed.
energy saving settings. Make sure energy even when they are turned off.
Happy saving!

*LEED stands for Leadership in Energy and Environmental Design, one of the most popular green building certification programs used
worldwide. It was developed by the non-profit U.S. Green Building Council and includes a set of rating systems for the design, construction,
operation, and maintenance of buildings that aim to help owners be environmentally responsible and use resources efficiently.

4

november/december 2016 Local News conversations

Irving Little Elm

PSD Shop Earns 5-star Rating Helping the Homeless

Join us as we congratulate the Irving PSD Shop for their efforts in maintaining HOLT CAT Little Elm raised enough
their 5-star rating in Caterpillar’s Contamination control program. All of our money to provide over 60 homeless
Irving PSD shop employees have made this possible. veterans and homeless people with a bag
of basic necessities. The bags were handed
Contributed by Michael Meyer out by Little Elm Community Action
Team members Jennifer Dodson, Service
Coordinator; Mandy Turnbaugh,
Marketing Operations Manager; and
Peter Burgos, Shop Service Technician,
at Homeless Veterans Stand Down event
in October.

Contributed by Mandy Turnbaugh

(l-r) William Perla, Kevin Leon, David Newton, Keith Cole, Shane Kreitinger, Alejandro
Picazo, James Chesser, Debra Vaquera, Brad Rice, Paul Montgomery, Kendrick Smith,
Robert Bethel, Andre Shutt, Marc Decker, Joshua Poe, Tony Sanchez, Charlie Gordon,
and Kenneth Myles.

Ranch Training Event Gives Employees Chance to Learn About Rental Machines and Equipment

In October, Texas First Rentals held its that sets Texas First apart from its tools, operating them just as the
first ranch training event for rental staff competitors. Manufacturer’s customer would on the jobsite.
and HOLT employees at the Ryan Ranch representatives from Caterpillar, Wacker-
in Thrall, near Austin. The training gave Neuson, JLG, Genie, as well as product Ronnie Hulett, Division Operations
inside and outside sales reps, rental specialists from HOLT CAT, were on Manager, Texas First Rental-San Antonio,
coordinators, RAMS, demo drivers, and hand to demonstrate, train, and answer is the architect of the ranch training,
others the opportunity to learn the questions about each machine. which is designed to improve
features and benefits of the equipment understanding of the customers’ needs,
Participants moved in teams through and the ability to speak with experience
Brian Rice, Service Manager 1-Fort Worth, eleven product stations to learn of the about the machinery that Texas First rents.
instructs "Team Hulk" on the operation of the features and benefits of the machines, The results were overwhelmingly positive.
Allman NL3000 Light Tower. (Clockwise from including large excavators, wheel
left) : Chad Patterson, Inside Sales Rep-North loaders, mini excavators, dozers, Don Myrick, General Manager of Texas
Dallas; Todd Vaughn (bent over), Outside backhoe loaders, telehandlers and First Rentals, said that the ranch
Sales Rep-Irving; Vicki Collins, Business Systems forklifts, skid steer loaders, trenchers, training helps set Texas First Rentals
Analyst 2-San Antonio; Jason Rowlett, Outside scissor lifts, and power generators/light apart from the competition. He noted,
Sales Rep-San Antonio; Paul Bell, Outside Sales towers/compressors. Following a walk- “Others may only have price, but our
Rep-Irving; Brian Rice around discussion and training, each equipment offers so much more. Our
had the opportunity to use the team is now better prepared to better
machines. They could dig, scrape, address our customers’ needs.”
hammer, grade, trench, roll, and
otherwise move dirt, dig holes, knock Hulett plans to make the ranch training
down trees, and generally become an annual event, the next one set for the
familiar with the equipment and work fall of 2017.

Contributed by Don Myrick

5

november/december 2016 Local News conversations

San Antonio

Team HOLT CAT Raises Nearly $22,000 for MS Research! Love the Name

In October, Team HOLT CAT participated for the 16th year in the 2016 Bike MS Susan Storrie, a resident of San Antonio,
Valero Ride to the River, a two-day, 159-mile, cycling fundraising event from San loved the name "Holt" so much that she
Antonio to New Braunfels to benefit the National Multiple Sclerosis Society. To date, named her son Holt. When Susan's son,
HOLT teams have ridden hundreds of miles across Texas to raise over $500,000 for Holt, married Ashley and had a son, they
MS research! also named him Holt, who is now two.
The Storries rode in the MS150 bike ride
The team, led by Guy Clumpner, Chief Development Officer; Tom Barry, Rental alongside team HOLT CAT and shared
Fleet and Tech Sales Support Manager-San Antonio; and Graciela Ruiz, Centralized their story. Grandmother Susan and
PS Operations Manager-San Antonio, came from across HOLT and included George grandson Holt later visited HOLT CAT's
Cooper, Robert Marlar, Lupe Rivera, Lucie Frost, Tray Raye, Beki Webster, San Antonio facility to receive an
Tracy Gibson, Francisco Lucio, Michael Sigmon, Ronnie Hodges, Abel Sanchez, honorary HOLT CAT bicycle jersey and
and Leticia Martinez. enjoy some Caterpillar merchandise!

The group is always looking for new participants and practice partners to ride. Contributed by Debbie Boren
Contact Graciela Ruiz in San Antonio, or Tom Barry in Irving for more information.
Susan Storrie, holding her grandson, Holt, with
Contributed by Tom Barry her son, Holt, and his wife, Ashley.

Southside Leaders a group of 25 rising local leaders that will Priscilla Fuentes, Director of Software
take part in a curriculum in community- Strategy and Development-San Antonio,
The South San Antonio Chamber of building over the next eight months. and Terran Segura, Director of Sourcing
Commerce recently announced its 2016- and Procurement-San Antonio, were
17 City South Leadership Academy class, selected for the 2016-17 class.
In its 30th year, the City South
Prisicilla Fuentes and Leadership Academy identifies citizens
Terran Segura will take with the potential to positively impact
part in the 2016-17 City the Southside and provides them with
South Leadership the information and training they need
Academy class as two of to preserve what they value in the
a group of 25 rising local community and to make change where
leaders chosen by the it is needed. Contributed by Jim Campbell
South San Antonio
Chamber of Commerce.

Answers to Tale of Two on Page 4: 1(a) Not Dead Yet, by Phil Collins; The Everything Store, by Brad Stone; A Life in Parts, by Bryan Cranston
(Brandon) 1(b) Mover of Men and Mountains: The Autobiography of R.G. Le Tourneau (I like biographies) (Paul) 2(a) Traveling, gardening,
wine (Paul) 2(b) Working out, cooking, playing sports, reading (Brandon) 3(a) Designated Survivor (Brandon) 3(b) This Is Us (Paul) 4(a)
Want to see the Egyptian Pyramids in person (Paul) 4(b) Publish a book (Brandon) 5(a) New York City in the Spring (Brandon) 5(b) The
Netherlands, Belgium, and France (10 days) (Paul) 6(a) 1965 Volkswagen Bug (Paul) 6(b) ’91 Mazda 626 (Brandon)

6

november/december 2016 Local News conversations

Longview

Persistance Pays Off, Lands Rebuild
Job Despite Industry Downturn

Luke Alexander, PSD PSSR-Longview,
proves that persistence and hard work
pay off when the market is down.
During 2014, HOLT successfully
refurbished four trailered fracking units
for HOLT customer Schlumberger. In
spite of big plans for rebuilds in 2015,
when the price of oil fell dramatically,
Schlumberger pulled back on spending.

Schlumberger is the world’s largest

oilfield services company, with North

American headquarters near Houston, John Morse, Field Service Tech 6-Longview, works on one of the rebuilds for HOLT Customer
and locations across HOLT’s territory. Schlumberger.

“We thought the project was over at that worked closely with them to make sure transmission groups, fabrication work
point,” said Luke. “In 2016, however, we that the work was done to their exact and chassis work on the trailer are
continued to seek their rebuild business. specifications. included. This involves almost every
While the customer has its own internal facet of our business and enterprise,
rebuild facility, we asked if they would “Every time we get a frack unit, while making it all work together for one
let HOLT rebuild for them as a third we rebuild the engine and transmission customer,” Luke adds.
party.” Schlumberger agreed, and HOLT in our heavy equipment division and

From August 2016 through the end of

2016 Tech Wars Winners Celebrate the year, HOLT will complete nine total
rebuilds for Schlumberger – six have been

As part of HOLT's recognition for their efforts, our 2016 Tech Wars competition completed, with two more under way in
winners Vince Jones, Lead Technician-Longview, and Autry Adams, Field Kilgore, and one in Corpus Christi.
Service Tech 3-Longview, enjoyed a two-day dove hunt on the King Ranch in The teams work in Longview, Kilgore,
October. We also want to recognize winners Alan Lindow, Shop Service Tech and Corpus Christi, and include Mark
6-SanAntonio, and Jarrett Payton, Field Service Tech 6-San Antonio, who Mauritzen, Longview Service Manager;
were unable to attend. Sam Bixby, Assistant Field Service
Supervisor, who moved from Longview
Our technicians are the lifeblood of HOLTCAT, and we thank them for their to Kilgore for the project; Brandon
unwavering dedication to customers, personal commitment to success and Ogden, Lead Shop Service Technician-
strength to deliver each and every day. Our first year was a success with 183 Kilgore; Clark Massey, Field Service
contestants and we’re planning now to make the 2017 Tech Wars competition Technician, who worked on the original
even better! Contributed by Bill Bordelon project in 2014, and now leading a pilot

Vince Jones and his wife, Leslie, in Corpus Christi; and Rocky Milot, Shop
along with Autry Adams, and Service Supervisor-Corpus Christi.
his brother, Aaron, celebrated
their victories in the 2016 Tech In 2017, the team expects to manage six
rebuilds a month in Kilgore, with
overflow work to be completed in

Wars competition with a dove Corpus Christi, providing continued
hunt, skeet shoot, ranch tour, work for HOLT’s rebuild teams and
and Texas-sized prime rib. potential new jobs.

Contributed by Adam Haby

7

november/december 2016 Enterprise News conversations

Stale French Fries Ruin New customers: HOLT has the best
a New Car Smell products, best services, and best people.
So when a customer that has never done
By Edward Craner, business with HOLT comes into our
Senior Vice President, store or calls on the phone, we have a
Strategy & Marketing culture and a team of people that will
deliver on their expectations. New
I remember purchasing a new Toyota advertised; breakdowns occurred; and customers never lose their luster.
SUV back in the early child-rearing days my wife believed it might be a little bigger
of the Craner family. The new car smell than we needed. New ways to run our business: One of
was validation of a purchase well-made our core operating strategies is
and the happiness sure to come. Each As 2016 draws to a close, we will hear Operational Excellence. That’s finding
day I inhaled the new car smell with about all the “new” that’s coming our better, faster, more effective, and efficient
delight and was convinced that Toyota’s way. New hopes, fears, promises, and ways to run our business. New ideas on
“Let’s Go Places” was not just a tagline opportunities. New product models, how to improve our operations never
but a promise of new things to come. gadgets, technologies, movies, and become stale.
apps. New politicians, celebrities,
So, what happened? French fries. A company leaders, and sports heroes. New relationships with our co-
couple months after purchasing the SUV, Regardless of how we’re told the workers: We build trust in each other
some Whataburger fries unknowingly “new” will make a lasting difference by investing in our own self-development
slid between the cushions of the rear in our lives, we’ll undoubtedly be and in relationships with those around
seat. The stale stench began to engulf sitting here twelve months from now us. Showing up in a positive, caring, and
the new car smell until one day nothing saying, “Wow…that didn’t turn out collaborative manner will never become
was left but a pungent odor of like they promised!” Inevitably, “new” last year’s model.
decomposing potatoes. Along with the loses its luster.
new car smell, other promises seemed In 2017, let’s take the promise of “new”
to fade: fuel efficiency wasn’t as good as Three exceptions quickly come to mind, and take it to another level by investing
however, that run contrary to this reality: in customers, business process, and co-
workers. By doing so, we won’t be here
in 12 months bewildered by failed
promises, but rather encouraged by
lasting successes.

Relationships & Rewards the request for greater interconnectivity.
I encourage you to take advantage of our
By Beki Webster, total wellness programming as you see
Vice President of Human Resources opportunities in the new year.

As I continue to learn more about our and values, and engagement with our As for recognition, you should have
great company, I spend a lot of time community. Most folks talk about received an invitation to share your input
reviewing engagement surveys, wanting more of a relationship or on preferred ways to appreciate and
technician feedback, documentation connection, noting that they have felt reward our employees. We are in the
from focus groups and staff meetings, more emphasis on this in the past. I process of collecting that input and
and even emails. Two of the most believe it is critical to nurture these making decisions about workplace
prominent themes are relationships and relationships at all levels to ensure a safe, rewards, creating a more formal way to
recognition. productive, and fulfilling work appreciate your efforts that go above and
environment. Our new wellness beyond our expectations for performance
Relationships are mentioned in a variety programming will help drive these excellence. You should see specific results
of ways: a relationship with a supervisor, relationships to the next level, answering no later than early January.
connection with company leadership
8 Thank you so much for your engagement
with changes we are making in response
to your feedback. So excited about our
partnership in making HOLT CAT an
even better place to work!

november/december 2016 Customer Experience conversations

Customer Service Tips for makes customers feel welcome and glad
the Holidays they’re here.

By Denise Herrera-Wieters, “I passed through the seven levels of
Customer Experience Manager the Candy Cane forest, through the sea
of swirly twirly gum drops, and then I
In keeping with holiday cheer, here are “So, good news – I saw a dog today,” walked through the Lincoln Tunnel,”
some customer service tips from one of the elf tells his new-found half-brother. is how Buddy describes his trip to
my family’s favorite Christmas movies: Elf. Not all days are going to be great. There New York City from the North Pole.
will be customers we won’t be able to Walk a customer to where they need to
“Not now, Artic Puffin. Buddy’s got satisfy no matter how hard we try. That’s go. Our store campuses can be confusing
to go find his dad,” Buddy the elf okay, you tried! and walking a customer to someone who
exclaims. Be receptive to customers, can help goes a long way in customer
internal and external, when they ask for “You sit on a throne of lies!” Buddy satisfaction.
help or your time. You should assist, shouts to the store Santa. We know
clearly explain why you can’t, or find customers are not always right. We can “I planned out our whole day. First
someone who can help the customer. listen to their issue or problem. Oftentimes we’ll make snow angels for two
letting a customer vent and repeating the hours, then we’ll go ice skating, then
“You did it, congratulations. Great job situation back to them will calm them so we’ll eat a whole roll of Tollhouse
everybody!” Buddy shouts to a diner you can both work toward a solution. cookie dough as fast as we can, and
full of people in reference to the “World’s then we’ll snuggle,” Buddy tells his
Best Coffee” sign. Recognize employees “I just like to smile, smiling’s my new-found father. Planning is the best!
and co-workers for a job well done. We favorite,” Buddy tells store employees. Plan your day, your week, and your
often point out issues and fail to praise Smile when you’re on the phone and in month. Make a new year’s resolution
for all that is done right. any interaction with a customer. It to get organized. It’s amazing what we
all can get done, for us and the
customer, when we plan ahead.

Have a Merry Christmas and a Happy
New Year!

HIGH 5 Heroes Values in Action Safety Matters

Customer Thomas Playfair, Equipment Texas First Rentals shop mechanic Improving safety is a team effort.
Manager and co-owner of Asphalt Inc., Frankie Reyes showed our values of
called recently to pay a compliment to Success and Commitment for a customer Mark Moeller, Central Region Safety
Daniel Torres, Paving Field Service. in Blanco with an older D4G. Frankie and DOT Compliance Rep-San Antonio,
Thomas expressed that Daniel always answered when the customer called, received a call regarding an immediate
shows a high level of professionalism desperately needing to speak to a tech need to improve safety along Holt
and delivers over-the-top customer or mechanic. Another company’s Avenue. Mark needed to place digital
service. He is always prompt with his technician had gone out to troubleshoot, speed signs strategically along the road,
communication and time commitments. but they could not fix the machine. but couldn’t do it alone.
When repairing machines (Cat and non- Frankie took the time to listen to the
Cat) or delivering support over the customer’s needs and advised the Eli Martinez, Facilities Lead Technician-
phone, Daniel always has a great attitude. customer that there were two potential San Antonio, dropped what he was doing
Asphalt Inc. views Daniel as a valuable issues. He then researched the to help, hooking up a trailer and carting
asset to their company’s current and schematics to see if he could assist two pieces of equipment to their final
future success. Customers frequently finding the sensor. Frankie’s competence destination. Mark said, "Eli's dedication
praise Daniel’s customer service, attitude and caring attitude made for a happy to the needs and safety of the company
and technical skills. High 5, hats off, and customer. allowed us to complete the job within
thank you, Daniel! an hour of the request. Safety is part of
Contributed by Xavier Tellez everyone’s job."
Contributed by Brandon Nelson and Doug
Walzem 9 Contributed by Mark Moeller

november/december 2016 Service Awards conversations

Jacob Alvarez (5) Maria Aviles (5) Leandro Ballesteros Matt Brandt (5) James Clair (10) Thomas Curry (45)
San Antonio San Antonio (10) San Antonio San Antonio San Antonio Waco

Luis De La Rosa (15) Angel Ellison (5) Ric Escobar (10) Donald Flowers, III (5) Edward Garcia (5) Terry Giesalhart (20)
Tyler San Antonio San Antonio San Antonio San Antonio San Antonio

Glen Gorgas (35) Scott Gunvordahl (15) Leonardo Gutierrez (5) Robert Hasserd (5) Jon Haygood (5) Tawnie Henderson (5)
Waco San Antonio Cleburne San Antonio
Waco San Antonio

Elaine Hicks (5) Tyler Keel (5) Kevin Kirk (20) Stephen Lewis (5) Leo Lyssy (15) Steve McFarland (35)
San Antonio Waco Waco San Antonio San Antonio Waco

Tammi Moody (5) Michele Moore-Breiten Daniel Noriz (15) Hector Palacios (10) Manny Pantoja (5) (Randy) Scott Phillips
San Antonio (10) San Antonio San Antonio San Antonio San Antonio (35) Tyler

10

november/december 2016 Service Awards conversations

Michael Puryear (10) Juan Ramirez, Jr. (5) Francisco Ruiz (5) Roger D. Smith (30) Jason Smith (5) John Stetson (5)
San Antonio San Antonio San Antonio Tyler San Antonio San Antonio

Tony Thomas (5) Kody Weaver (5) Will Wellbrock (5) Blake Wilson (5) Steve Wilson (15) Aharon Wright (5)
Waco Waco Waco Waco San Antonio San Antonio

Also celebrating his anniversary, but not pictured is Greg Cooper (35) Waco

Photos contributed by: Steven Huedepohl (San Antonio), Ginny Ledyard (Tyler), Shantia Shaver (Cleburne), Carolyn Wright and Heather Wilson (Waco)

Jessie Cox – 19 Years Retirees

Jessie Cox joined HOLT in Jan King – 5 Years
1996 as a truck driver in
Pflugerville. In 2005, he was Jan King holds a BBA from Oklahoma State University
promoted to Truck Driver 2 and came to HOLT in 2011 as a marketing manager
and in 2013 Jessie was with a focus on the Truck Division of Power Systems.
promoted to Haul Truck Prior to that, he worked at a marketing agency on the
Driver 2, the position he held at his retirement. Caterpillar On-highway Truck Engine Group account
and in that capacity worked with HOLT's Pat Reynolds
Jessie holds a wealth of industry knowledge and and the Truck Division for over 20 years.
was always willing to help wherever he was needed.
He took pride in taking care of our customers. In 2012, responsibility for SITECH and Crane marketing was added to
Jan's job and last year he took on additional responsibilities throughout
We would also like to thank Jessie for his service the company as part of the Marketing Operations Group, which targets
in our country in the United States Army. marketing campaigns throughout all divisions. Jan is recognized for his
commitment to incorporate HOLT’s Vision, Values, and Mission into all
of his projects.

Welcome to the Newest HOLT Baby!

Congratulations to Lucy Titzman, Executive Assistant-San Antonio, on the
birth of her grandson, Liam Thomas Keyes, who arrived on September 17. Liam
is the son of Lucy's daughter, Jessica, and her husband, Nathan, and little brother
to the Keyes' first son, Jakob.

11

november/december 2016 conversations

Freshman VPs (continued from page 4)

You’ll Shoot Your Eye Out: Attending meetings P.O. Box 207916, San Antonio, TX 78220-7916
where it’s hard to quantify any impact of the data or
discussions on shareholders, customers, suppliers or ADDRESS SERVICE REQUESTED PRESORTED
our employees. First Class Mail
U.S. Postage
Buccaneer of the Chesapeake: The conflict that we
manage to generate when we forget that we are all on PAID
the same team and that we all care about the company.
Permit No. 244
The Renaissance Man: Traffic on the drive home. San Antonio, TX

What should we stop doing?

Super Hero Nerd: We need to stop getting caught in
our organizational or divisional silos. We have more
solutions to offer than anyone else in our industry, but
if we don’t understand what our internal counterparts
do and how they positively impact our customers, how
can we effectively serve those customers?

Buccaneer of the Chesapeake: We need to stop telling
ourselves that if the “numbers” are in line we are doing
everything we need to do. Goals and measures can be
positive, but can also be extremely limiting if we are
focused on just results and not how we get there.

What do we need to start doing? how they all play unique roles that contribute to our performance as a
collective unit, and that we are managing the business by holding
Super Hero Nerd: We have an amazing amount of ourselves accountable to achieving excellence in the leading indicators
intellectual property within this company that doesn’t to our overall success (KPI’s).
get utilized. As leaders, we all need to remember to
ask for input and engage the people around us to come Buccaneer of the Chesapeake: In the product support sales team we plan
up with collaborative solutions. to grow our knowledge base and give the reps the tools they need to make
a difference for the organization. In addition to employee development we
The Chicken Guy: Every employee should show up also plan to focus on removing the internal barriers we create (often
with a Safety First mindset each and every day. unknowingly) that make it hard for customers to do business with us.

You’ll Shoot Your Eye Out: We need to transform What do you want your legacy at HOLT to be?
into a nimble, fast transacting retail environment for
customers who want smaller equipment with only a Super Hero Nerd: I want to be known as a hardworking and engaging
few hours of time invested. team member.

Mountain Man: We need to continue to evolve as an The Chicken Guy: I succeeded at delivering Legendary Customer Service.
organization that establishes great strategy and executes
relentlessly. You’ll Shoot Your Eye Out: I hope I inspire a new generation of talent
within HOLT to become the future leaders. I’ve had great family and
Buccaneer of the Chesapeake: We should be celebrating business mentors to inspire me and hope I can pass the wisdom along.
our wins more often; make it fun and stay positive.

What change do you want to effect in your first year? Mountain Man: I want to be known as a person that was great to work
with and for, and as someone that had the ability to make the seemingly
The Chicken Guy: I’d like to see us improve service complex, understandable.
delivery through added resources and Operational
Excellence. Buccaneer of the Chesapeake: I want to be a person that had a positive
impact on the people around me and those in the organization.
Mountain Man: I need to ensure all the team members
from Service, Transportation, Sales, and Operations The Renaissance Man: I hope that I’ve made a difference for the better
understand they are a part of the Rental Business, in people’s lives that I’ve touched.

12


Click to View FlipBook Version