Hydradyne Happenings Q2 2018

Cartersville, Q2 2018 Edition
www.hydradynellc.com
Georgia
HYDRADYNE
on my mind...
HAPPENINGS
continued on pg. 1
What’s Happening at Hydradyne

A NEW LOOK

You may notice a new look to the
Hydradyne Happenings. The Mar-
keting Team is now responsible
for putting together the quarter-
ly newsletter - and we would like
your input! The primary objective
of the Hydradyne Happenings is to
SHARE, ENCOURAGE, & INFORM.
The Happenings will be used to
share branch stories and current
projects, celebrate and recognize
performance, and communicate im-
portant information. We hope this
newsletter encourages you and en-
hances comradery across the com-
pany. Cheers! More on how to get
involved on back.

STAY LEAN, TEAM of our work could be for naught, if WHAT’S INSIDE
we do not sustain. Be proud of your
David Parks, President 5S work area, continue to improve, • Featured Stories
Thank you for all of your hard work and sustain what you have already • Success Stories - WINS
in the LEAN 5S events across the accomplished. • Customer Reviews
company. Having a clean, well-or- NOTE: Hydradyne is now certified • New Team Members
ganized, and safe workplace is the to the new ISO 9001:2015 stan- • Dedicated Service Awards
foundation of 5S. As a reminder, dard. Documentation is available • Cheers for Peers
“5S” is a lean workplace organiza- at hydradynellc.com/topic/iso • Upcoming Events
tion method that uses a list of five
words: “Sort”, “Set in order”, “Shine”, #HYDRADYNE
“Standardize”, and “Sustain”. 5S is a #WINNING
proven practice and will help us to
reduce waste and increase produc- WITH
tivity, which in turn will improve
quality and customer service. Our #AMERICANMADE
ability and desire to improve in Pg. 7
these two areas will be what sep-
arates us from our competitors.
In the 5S chart (right), “sustain” is
at the center for a reason - it is to
remind us that we must continue
to maintain what we have accom-
plished with our 5S work cells. All

HYDRADYNE

CARTERSVILLE, SUVs, and light trucks. According to a press release from Oc-
GEORGIA ON MY MIND tober of 2017,”Toyo budgeted $125 million for the company’s
U.S. plant, which will add capacities for 2.4 million passenger
We are excited to announce that we will be extending our tires a year.” KBD Group, Inc. out of Atlanta is providing archi-
network of local branches and adding another Hydradyne tecture and engineering services for the phased expansion
ParkerStore to the mix in Cartersville, Georgia. that is projected to extend through 2018 and 450 new jobs.

Our team has been working on this project with Parker and Toyo Tire North America plant in White, GA
Hydradyne ownership for about a year and things are moving Voestalpine, which opened their Cartersville plant in 2014,
quickly. The new location provides a great opportunity for produces “ultra-high strength body-in-white” components for
Hydradyne and will allow us to better serve the growing mar- premium car manufacturers. They use a special hot-dip galva-
ket of North Georgia. The Cartersville branch will be focusing nized boron steel, which they developed and now produce in
on MRO support in the region for ParkerStore sales while le- Cartersville, called phs-ultraform. Voestalpine also has plans
veraging the location to target OEMs in the area. to expand its plant’s production capabilities into 2020.

The Cartersville Market

The Cartersville and North Georgia market for fluid pow-
er products and services is driven by the presence of major
manufacturers such as Constellium, Toyo Tire North America,
Shaw Industries, Komatsu, and Voestalpine. These companies
employ thousands throughout North Georgia and are pri-
marily located in Cartersville and White, GA, which is just 10
miles north of Cartersville.

The North Georgia market is growing along with the diver-
sity of customers and technology. Constellium’s plant, dedi-
cated to the production of advanced aluminium automotive
structural components and crash management systems, just
opened in May of 2017. Constellium announced in a com-
pany press release last year that “the 135,000 sq. ft. facility
location was strategically chosen...and may be expanded to
220,000 sq. ft. to meet customers’ supply needs in the future.”
Toyo Tire North America has continued to invest millions in
their White, GA manufacturing plant in since it first broke
ground in 2004. The facility produces a variety of both Toyo
and Nitto tire brands for high performance passenger cars,

Oh, & Cartersville Voestalpine Automotive Components in Cartersville, GA
is also home to
an Anheuser-Busch Hydradyne | Cartersville
Budweiser plant... 137 Wansley Dr SE Ste B
Cartersville, GA 30121
June 2018 pic -> (770) 246-4000

Cartersville, Georgia is about
50 miles northwest of Atlanta.
The new Hydradyne Parker-
Store is located just north of
downtown Cartersville, be-
tween I-75 and US-41.

CARTERSVILLE, GEORGIA

1 We set IDEAS into MOTION

HAPPENINGS

Cartersville is set to open
after Labor Day weekend,
September 4th, with Ryan
Wingo at the helm

The Cartersville Team Scott Mundahl, Product Specialist

The personnel/team plan for Hydradyne’s new Cartersville With 15 years of fluid power sales experience focusing on Flu-
branch is to have three employees based out of the location. id Connector and Instrumentation products, Scott will focus
We will have a ParkerStore Manager, who will manage the on business development and product support to the Car-
branch, a counter salesperson, and an outside salesperson, tersville branch. He will work closely with Ryan, Jeff, and our
who will call on the local customers. The Cartersville team will Parker Partners to grow our current customer base and find
also consist of a Hydradyne Product Specialist and a Parker new opportunities within the marketspace.
Hannifin Representative dedicated to the branch’s success.
• Hal Kemp, Regional Manager Anthony Moraco Jr., Parker Hannifin
• Ryan Wingo, ParkerStore Manager Fluid Connector Territory Manager
• Jeff Paige, Outside Sales Representative
• Scott Mundahl, Product Specialist Tony started his career in the fluid power industry in 2005 af-
• Anthony Moraco Jr., Parker Connector Territory Manager ter graduating from the University of Akron in 2005. He then
moved to Atlanta, GA in 2007 to become the Fluid Connector
Ryan Wingo, ParkerStore Manager Territory Manager for Parker in the Southeast Region. Tony
has been married for 8 years and has two daughters, Elena
With two decades of industrial and fluid power retail sales ex- and Amelia.
perience and familiarity with the North Georgia region, we
believe that Ryan has what it takes to be successful as the A Little Cartersville History
ParkerStore Manager for Cartersville. Ryan has been with Hy-
dradyne at the Norcross branch for just over 4 years and we Originally called Birmingham, the town residents
are excited for him to take on this new opportunity for the changed the name to Cartersville in honor of Col.
company. Ryan is a proud husband and father of 2 and an Farrish Carter, a north Georgia planter and entre-
avid sports fan...GO DAWGS! preneur who frequently visited the community.
Cartersville’s economy has historically been de-
Jeff Paige, Outside Sales Representative rived from the mining industry, and the commu-
nity reflects this today in areas like the red clay
Jeff Paige is an outside sales veteran of 18 years with a total of and iron pours at Red Top Mountain State Park.
30 years in the fluid power industry. Proficient in most motion Residents and visitors can enjoy the four seasons
control technologies, Jeff will continue to be a valuable asset of North Georgia, nestled at the foothills of the
for Hydradyne and will call on the Cartersville area customers. Appalachian mountains, along with the plentiful
recreation areas in and around Allatoona Lake.
Downtown Cartersville has some of the town’s
best restaurants and a variety of eclectic places to
shop. The two performing arts theatres anchor the
historic downtown square where the city’s 20,000+
residents gather throughout the year for festivals,
farmer’s markets, and more.

www.hydradynellc.com 2

HYDRADYNE More space is required for
increased inventory and
THERE’S A “PROBLEM” in
WARNER ROBINS hose production expansion

The Hydradyne team in Warner Rob-
ins has done a tremendous job serv-
ing their customers and growing local
business in the past few years, but now
they face a problem - there is no room
to continue to grow or take on other
projects. The lack of adequate space
could also create inherent safety and
quality issues as well.
There are potential opportunities to be
had in 2019 and the years to come for
Warner Robins, but Hydradyne must
increase capacity to capture it and sus-
tain quality and safety standards.

With all of the success in the
past 2 1/2 years, Hydradyne in
Warner Robins has outgrown
their current facility

Great Expectations displace their current suppliers.

Blue Bird Cascade

Blue Bird is currently unsatisfied with Cascade, located in Warner Robins,
their current supplier and Hydra- currently buys $300k worth of hose
dyne has the potential to take on $4 kits annually direct from Parker in
million in hose, hose kits, and brass/ Greensboro, NC. Parker announced
steel adaptors, along with other indi- in Q2 2018 that certain small direct
vidual projects. customers would be passed along to
distributors, Cascade included.
Kumho Tire
To meet all of these new revenue
In March 2018, Hydradyne devel- expectations, and other goals, more
oped a hydraulic intensifier with the space and equipment is needed.
help of Parker that will replace all
current units from Mitsubishi. 60 of Without the proper facilities
these new units are expected to sell and room to grow, new busi-
in the next 18 months resulting in ness could be lost and reve-
$230k of revenue. There is more po- nue will likely flatline
tential with Kumho if Hydradyne can

3 We set IDEAS into MOTION

HAPPENINGS

An additional
3,600 sq ft of
warehouse space is
being added onto
a new building for
Warner Robins

New interior office and front counter area New Warner Robins/Centerville, GA building exterior

WARNER ROBINS’ SOLUTION Anticipated
move date is
Luckily, the Hydradyne team already has October 1, 2018
a solution in place to address the space
situation - right up the road from the cur- Current Location
rent Warner Robins branch, Hydradyne
is working on leasing a new building that New Location!
will add much needed inventory and pro- 943 Carl Vinson Pkwy
duction capacity. The new building owner Centerville, GA 31028
is currently extending the warehouse space
an additional 3,600 sq ft (diagram at top).
Once the extension is complete, the new
building will have a combined 8,400 sq ft of
warehouse and office space to work with.
The current Warner Robins location has a
total of 4,900 sq ft.
The new larger facility will allow space for
the anticipated growth in the next 3 to 5
years and will help sustain quality and safe-
ty standards. The new building is also locat-
ed 6 miles closer to Blue Bird in Fort Valley,
GA, Warner Robins’ largest customer.

www.hydradynellc.com 4

LOCAL BraHYDRADYNE
SUCCESS S

WINS

5

anch HAPPENINGS

What’s Happening
Branch Success Stories
#HYDRADYNE #WINNING

STORIES

What IS in this section

There is a lot happening every single day at each of the Hydradyne
branches - so we have dedicated this section of the Hydradyne Hap-
penings newsletter to SHARE local success stories, CELEBRATE hard
work paying off, and ENCOURAGE one another.

BRANCH SUCCESS STORIES FOR q2 2018

• Brookhaven wins with American-made product
• Biotechnology industry experience gained in Greenville
• Wabtec testing cell set to be a Hydradyne team effort

4

HYDRADYNE Gene McNeer, Outside Sales, and Gary
Harwell, Subject Matter Expert, work
Hydradyne in Brookhaven wins with together to find a solution for customer
American-made Air Compressors

SOLUTIONS FOR SEMI pressors (pictured right) for
SEMI to install on their new
SEMI, a construction equip- fleet of sandblast rigs.
ment supplier, sells and rents
out equipment used in nearly SEMI went with Hydra-
every step of the pipeline con- dyne over their previous
struction process. Hydradyne’s air compressor provider,
relationship with SEMI began Doosan, because of our
because of a successful cold American-made Sulli-
call made by Gene McNeer, van-Palatek air compres-
an outside sales rep for the sors & shorter lead time
Brookhaven branch. McNeer
has been working with SEMI Sullivan-Palatek, USA
for the last 15 years.
This past quarter, SEMI needed A privately owned company
air compressors to complete a that manufactures some of
new fleet of rental sandblast the most rugged and reliable
rigs. The rigs are used to sand- electric and portable rotary
blast every joint in a natural screw air compressors in the
gas pipeline before it is coat- industry. All of their air com-
ed and buried underground. pressors are made right here
SEMI’s equipment manager in Michigan City, Indiana, USA.
turned to McNeer for help.
McNeer was able to find a Industrial Hose
solution with the help of Gary
Harwell, one of Hydradyne’s Along with the four Sulli-
Subject Matter Experts in van-Palatek air compressors,
Pneumatics and Air Compres- Hydradyne provided industrial
sion Systems. Together, Mc- hose assemblies (Parker Series
Neer and Harwell delivered 7216E, TRANSLITE Tank Truck
four Sullivan-Palatek air com- Hose, a lightweight suction
and discharge hose) for SEMI’s
Louisville, Mississippi division,
for a total of over $250,000.

SEMI, Pipeline Construction Equipment Supplier in Louisville, MS, Tyler, TX, and headquartered in College Station, TX
7 We set IDEAS into MOTION

HAPPENINGS

baxter healthcare Hydradyne in Greenville gains
SEAL-lok upgrade valuable experience in Healthcare
Manufacturing Industry
With reliable biotechnology products and application-specif-
ic solutions becoming more difficult to find, biotech facilities Quality Work & Customer Service
are branching out to new companies for maintenance and
fabrication assistance. Baxter Healthcare, which is a health- The Baxter Manufacturing Maintenance Superintendent was
care product manufacturer out of Marion, NC, was struggling very impressed by the quality of work provided and the com-
with leaks occurring inside of their clean room where Kiefel IV mitment to customer service that our Hydradyne Greenville
bags were being produced. Hydradyne in Greenville, led by team displayed. Now that Hydradyne has more experience
Joe Kilpatrick, Outside Sales, was able to tap into the health- within the industry and a success story to build off of, Kilpat-
care manufacturing industry by providing an initial quote to rick and the team expect to take on more biotechnology proj-
fix these tubing leaks. ects in the upcoming months.
Hydradyne proposed a plan to remove all the existing JIC
tubing and replace it with Seal-Lok Technology, the most ef- Sed viverra, sem sed suscipit porta, lacus
fective leak-proof product on the market. Baxter Healthcare metus tempor nunc, id venenatis nibh purus
agreed to the project with an estimated value of $891,000 for
all 33 of their production lines.

Hydradyne Ingenuity

The team proved their dedication to the project by staying
three nights in a local hotel, closer to the Baxter facility, for
each machine they repaired. The clean room posed many
challenges throughout the project, but the Hydradyne team,
which included Rick Howard, Mark Howard, Vern Bennett,
and Chris Lee, found ways to get the job done. They even cre-
ated an obstacle-free walking path by bridging the SS tubing
(pictured right).
Hal Kemp, Regional Manager, also arranged for on-site train-
ing for Baxter on hose crimping and the Parflange system.
Training was conducted by Hydradyne’s Connector Product
Specialist, Sean Underwood, along with Parker’s Connector
Training Manager, Kristen Fulvimar, Product Manager, Tier-
ney Luszczynski, and Appplications Engineer, Nate Green.

Before After

www.hydradynellc.com 8

HYDRADYNE

Custom project for the
transportation industry

WORKING WITH WABTEC

Wabtec Corporation manufactures a broad range of products
for end markets such as locomotives, freight cars, passenger
transit vehicles and power generation equipment, for both
OEM and aftermarket applications.
Wabtec has been quickly expanding by acquiring compe-
tition and launching new programs worldwide. Last year,
they acquired Faiveley, one of their largest competitors, and
moved all production to their Duncan, SC facility.

The Opportunity

Wabtec challenged Hydradyne to fabricate a hydraulic power
unit capable of conducting a flush cycle on their Light Rail
HPU systems and to confirm the ISO required fluid rating.

The Proposal New York Transit Program - Metropolitan Transportation Au-
thority, MTA, looking to buy 450 additional trains in 2019
Joe Kilpatrick and Hydradyne’s Greenville team proposed a
plan to custom-engineer an automated test cell that would
be specifically designed for their new system that Wabtec
needed to test for the New York City transit program.

Current Current
System System

Existing System - HPU & Simulator Rack Existing System - Flush/Fill & Test Station

9 We set IDEAS into MOTION

Working as ONE TEAM to meet HAPPENINGS
the customer’s need
New
Wabtec Goes with Hydradyne Design

Hydradyne’s proposal wins with Wabtec. The CTA7000 Test
Cell - Flush System and Simulator is valued at $144,220.

A Hydradyne Team Effort

Hydradyne branches are working together to design, fabri-
cate, and complete the entire Wabtec project. Hydradyne in
Greenville is designing the test cell with CAD assistance from
the DFW Fabrication & Tech team on the power unit layout.
Then, Hydradyne in Charlotte will fabricate the HPU, and
Carolina Control Concepts will take care of the controls and
electrical. Finally, Greenville will complete the assembly, test,
validate, and deliver the finished product to Wabtec at the
end of August.

Building on the Relationship

Joe Kilpatrick and the Hydradyne Greenville team have solid-
ified a strong relationship with Wabtec and their engineer-
ing and planning team while working on the current test cell
project. Wabtec has already approved a similar project with
Hydradyne for 2018 worth $250,000. Hydradyne is sure to be
at the top of their list for future test stands, assemblies, and
other custom projects that come along.

New
Design

www.hydradynellc.com 10

CUSTOMERHYDRADYNE
SHOUTOUT

Team, Warner Robins

“Fast service, great prices, and a great
group of employees - they are always
friendly and always smiling.”

- Customer Survey Review

11

R SERVICEHAPPENINGS
TS
Whats’s Happening
Customer’s are Loving Our Team

What IS in this section

This section of the newsletter is dedicated to recognizing outstanding
customer service provided by teams and individuals across Hydradyne.
It will also be used to award the top branch and region for the quarter
based on their customer survey score results.

4

HYDRADYNE

TEAM MATE SHOUT OUTS We want to RECOGNIZE
some peers & branches
Joey Buhrkuhl, DFW for providing exceptional
“Joey Buhrkuhl did what no one had
customer service
in all the months I had been looking for
a certain filter. I bought 8 filters that did CUSTOMER SERVICE SHOUT OUTS OVERVIEW
not work because the sales person was
more concerned about the sale. Joey There have been some wonderful customer responses coming in about our team
had knowledge the others didn’t have through the surveys we have been sending out this year. We wanted to make sure
and was able to succeed were others that these did not go unrecognized - so listed on this page and the next are some of
had failed. We were to the point of con- the most outstanding responses that we have received in the past 3 months.
sidering new equipment all because no
one could get us the right filter.” What is the customer survey you are referring to?

Geri McMenomy, Warner Robins The single question survey that is automatically sent to a customer’s email address
“Geri, has worked to get us informa- 1 week after their order completes (as long as they have not received a survey in the
past 6 months). Along with the feedback we collect, the survey also calculates a Net
tion we needed, helped with getting it Promoter Score, NPS, which gauges customer satisfaction & predicts brand loyalty.
ordered and called when things came
in. All of this with a Great Attitude.” TOP 5 TEAMS/BRANCHES FOR Q2 2018

Darla Dickerson, OKC The top 5 branches are based on the customer survey results for Q2 2018. To
“Darla’s customer service skills are qualify, branches must have a “World Class” customer loyalty grade based on
their NPS score, 70% or higher, and at least 5 survey responses.
great. She’s always willing to go above
and beyond to help me locate parts. Hy- 1ST= Warner Robins, 100%
dradyne has helped my company grow.” Mobile, 100%
3rd = Birmingham, 90%
Erica Robb, Houston T4th = Alexandria, 89%
T4th = Brookhaven, 89%
“We received exemplary service in our
recent dealing with Erica Robb at your Team, Warner Robins
Houston location... She went above and
beyond in seeking out and finding the “Fast service, great prices, and a great group of employees - they are always
solution for our pump and PTO needs. friendly and always smiling.”
Truely, a caring person and very pro-
fessional in her communications. I will Team, Mobile
highly recommend your company to
others in my field. Thank you!” “Our company sent a 20-year old, abused, radar altimeter instrument from a
flight simulator to Hydradyne for repair. The instrument had an intermittent
Roy Kope, Orlando problem we had been experiencing for quite a while. I admit I was expecting it
to be returned with a note saying it tested good. Instead, the instrument came
“It’s the people that make or break a back in perfect working condition & looking like new. I was very impressed with
company. The one person I deal with the quality of workmanship.”

(Roy Kope) has always been there for Team, Birmingham

me on all my hydraulic needs.” “Great Sales staff that goes above and beyond to address my issues.”

Team, Alexandria

“Friendly, knowledgeable & efficient! Great service, good selection.”

Team, Brookhaven

“We receive very prompt and reliable service from Hydradyne Brookhaven. As-
sociates are very knowledgeable and helpful.”

13 We set IDEAS into MOTION

HAPPENINGS

WORLD CLASS Team, Waco
Customer Service
Shout Outs!!! “I know the people in this branch.
I get “real” answers and great help.
FRIENDLY, COURTEOUS, DEPENDABLE.”

TEAM/BRANCH SHOUT OUTS TEAM MATE SHOUT OUTS

Team, Bossier City Matt Shealy, Norcross
“Bob, Chris, & the whole team in service are awesome! Jack and Steve up front
“We have been doing business with
are always extremely helpful! Great overall group. I’m not even sure if I could get bet- the Norcross location for quite a long
ter pricing elsewhere because I don’t want to go anywhere else. I would strongly rec-
ommend Hydradyne from a simple hose repair to the most extreme cylinder rebuild.” time. The service is excellent and Matt
Shealy is outstanding. Excellent cus-
Team, New Orleans
“I would recommend Hydradyne because the staff is always helpful. They are quick tomer service and delivery.”

to respond with quote requests and answering questions. They are knowledgeable Erica Robb & Taj Robb, Hous-
and provide the right part or parts at competitive prices with exceptional response ton
Erica and Taj helped us out tremen-
times. I am speaking specifically of Josh Zelaya, Larry Ronquillo and Bill
Brewer because I work with these guys more often than not. I find each to be very dously with a quick turnaround on some
hydraulic components. The outstand-
professional and exceptional in the customer service, that they provide consistently.” ing customer service was exemplified
through the quick callbacks and follow-
Team, North Charleston ups. We really appreciate this kind of
“Everyone at Hydradyne has always been very helpful to me. Brookes and treatment, especially in this particular
Nick are always helpful when I call in an order or show up in the store. Romeo instance as it was really last minute. Re-
Mayo has always answered my calls for assistance day or night. Thomas is very ally appreciate them.”

helpful when restocking our blanket PO items and helps when I need a hose in a hur- Javier Tejada, Miami
ry. Hydradyne has been a very good supplier for our company.” “Mr. Javier Tejada always takes care

Team, Greenville & Spartanburg of our quotations and Purchase Order’s
professionally. We’re very satisfied with
They are more expensive than several other vendors, but Hydradyne usually has what the customer service Hydradyne pro-
we need & their counter people “bend over backward” to give us the support we need. vides.”
They are fast & efficient when building hoses & constructs for us. The Parker quality
is almost legendary, which is another very real PLUS. When I need something fast, I John Keller, DFW
can always count on Hydradyne to come thru with quality parts in a timely manner. “Our Rep, John Keller, has been awe-

Team, Odessa some to deal with. He cares & is genu-
inely interested in our success.”
“Hyrdradyne Odessa offers superb, timely, and accurate service, time and time again.
Greg Taylor, OKC
Gary Reyes, Samuel Melendez, Abidan Torresdey, and Joseph Conn are
“At first I didn’t think you would be able
the absolute elite personnel in hydraulic and air motion control of the Permian Basin to help me with the Parker Hannifin hy-
when it comes to my well service repair needs.”
draulic pump, but Greg did some more
Team, Savannah
“You have a great team that works for Hydradyne. They are very honest about if research and found that the part num-
they can fix your part or not. We have a 1st rate saleman for our area (Tracy). The ber that I gave him was a valid number
and he was able to locate a pump for
guys in your repair shop are great too. Everyone is so helpful and polite.” me. Above and beyond what most peo-
ple would do for a customer.”
TOP REGION FOR Q2 2018

1st = Central Gulf, 82%

The top region is simply the region with the top NPS customer loyalty score.
With 4 of the top 5 branches in Q2 being in the Central Gulf region, it is easy
to see how the Central Gulf region came out on top.

www.hydradynellc.com 14

HYDRADYNE Building a digital brand
reputation AND improving
LEARNING FROM
OUR UNHAPPY online search rankings
CustomerS

Embrace the Suck FREQUENTLY ASKED QUESTIONS ABOUT SURVEY

The feedback that we collect, wheth- Who is receiving these surveys?
er it’s from the surveys we send out,
phone calls we receive, or when speak- Hydradyne is sending out a survey to the email address on the contact ID, on the
ing with a customer in person, can order, automatically, one week after completion of the order.
sometimes be harsh and difficult to
hear, but that is exactly the feedback Why send the survey after a customer completes an order?
we want. Negative feedback can help
us learn the most and gives us great Customers are more likely to respond to the survey when they have had a recent
insight into ways in which we can im- interaction with us. It also allows us to address any potential issues in a timely mat-
prove. We want to encourage everyone ter and encourages customers to promote Hydradyne when we are top of mind.
to “embrace the suck” and see your un-
happy customers and the complaints How is the NPS calculated?
you receive as opportunities to make
yourself better and Hydradyne better! To calculate Net Promoter Score, we subtract the percentage of detractors (custom-
Don’t get bitter, but get better! ers who wouldn’t recommend us) from the percentage of promoters (customers
who would recommend us). The percentage of passive customers is thrown out.
“Your most unhappy custom-
ers are your greatest source of But I don’t want my customers getting too many surveys
learning.”
This is a valid concern that we have taken under careful consideration. To respect
- Bill Gates our customer’s email inbox and time, once a survey is sent, they will not automat-
ically receive another survey for at least 6 months. Customers also have the ability
But Why the NPS Score Survey? to opt out at any time and won’t receive any additional surveys.
The Net Promoter Score, NPS, survey
gauges customer satisfaction & pre- ENCOURAGING ONLINE REVIEWS
dicts brand loyalty. It asks a high-bar
question, “would you recommend us Along with the customer loyalty NPS survey, Hydradyne is encouraging customers
to a friend or a colleague”. This ques- who leave positive feedback to share their opinion publically through reviews on
tion provides meaningful feedback, Google or Facebook. These online reviews can impact a number of things, but ulti-
not just to understand how we’re do- mately they help promote Hydradyne and build our digital brand reputation.
ing, but how we can improve. We want
to be better than “okay” - we want to
give our customers a great experience
that will have them wanting to share
with others about Hydradyne.

Bill Macaitis on NPS...

“It’s a great gold bar. We’re not
satisfied if someone signs up
and starts using Slack. We’re
not satisfied if they become a
customer. We’re not even satis-
fied if they renew. Our bar is ‘Are
they going to recommend us?’
And that’s a much higher bar.”

- Bill Macaitis, CMO of Slack

15 We set IDEAS into MOTION

HAPPENINGS

No, that is not Jim
Markum in the
pic...but yes, that
is a real customer
review poster from
Google - want one?

HYDRADYNE IS SEEING STARS HOW CAN WE GET
MORE REVIEWS?
Since we started the new survey project in June 2018, Hydradyne has received 21 5-Star
Reviews on Google alone. This does not include the reviews we have received on Facebook Here are some simple
as well. To give you a little frame of reference, in all of 2017, Hydradyne only received 4 5-Star ways you can get more
reviews on Google. If the postitive trend continues, Hydradyne could see nearly 150 5-Star reviews for your branch:
Reviews on Google by this time next year across the branch location listings.
Fix emails
WHY DO WE CARE ABOUT Why do reviews matter to Google? Make sure your custom-
er’s email is correct in
ONLINE REVIEWS? “Google and other local search engines P21 on the Contact ID.
love online reviews for one reason: Con-
Just ask
We know that our brand reputation is im- sumers love online reviews.” You have already built
portant, BUT did you know the impact that Google trusts our customers more than the relationship and
online reviews can have towards our digital they trust us – well not quite, but in cer- provided great custom-
brand reputation and our on our business? tain areas they do. While there are a lot of er service. Often times
factors involved in search rankings, online your customers would
Online reviews can have major implications customer reviews can be a strong signal to be happy to recommend
through their ability to affect: Google and other search engines that com- you - so just ask them to.
municates trustworthiness and authority.
• Our rankings in search engines Incentivize
• Which search results get surfaced (and Offer some type of in-
clicked on) If Google makes ranking decisions partially centive to gain more re-
based off of online reviews AND who our views - who doesn’t like
• The number of warm leads generated potential customers contact when search- chance to win.
• Consumer purchasing decisions ing online is influenced by our review score,
Share & Tell
“Online reviews make up 10 to 20% of then yes, online reviews matter to Hydra- Share some of your
how Google and other search engines dyne. favorite reviews that
decide to rank search results.” because they can impact our reputation you’ve already received
and whether a potential customer does (example above) & tell
More Stars = More Clicksbu=sinMessowritheusC. ustomers customers about it.

www.hydradynellc.com 16

WELCOMEHYDRADYNE
TO HYDRAD

17

HAPPENINGS

What’s Happening
New Talent Added to the Roster
ONE TEAM
ONE HYDRADYNE
Welcome Aboard!

DYNE

What IS in this section

Hydradyne is continuing to grow and acquire new talent across the
company. There have been a number of new teammates added to the
Hydradyne family in Q2 2018. This section is to help us recognize those
new faces and welcome them to the Hydradyne Team!

4

HYDRADYNE Some new faces joining
the Hydradyne Team
NEW TEAM MEMBERS
Q2 2018 David Peacock Carson Machain
Shipping & Recieving Clerk Shipping & Recieving Clerk
Name & Location
Norcross Columbia
Colby Cannon, Bossier City David has experience working at Carson joins the Columbia team
Alan Sheppard, Charleston Lowes and Dyke Industries where full-time after working as a tempo-
Edgar Balao, Charleston he scheduled and coordinated all rary employee. He also has experi-
Jesse Page, Charlotte shipping and recieving orders. ence in customer service.
Carson Machain, Columbia
Matthew Smith, Conyers Darrell Luce James Hayles
Richard Henderson, DFW Shipping & Receiving Service Technician
David Treanor, DFW
Aaron Bayles, DFW El Dorado Mobile
Daniel McIntosh, DFW Darrell brings his experience in James has experience as a field
Darrell Luce, El Dorado welding, auto truck mechanics, service professional and lead me-
Deljuan McGee, Houston and pipe fitting to the El Dorado chanic. His troubleshooting and
Joseph Stuart, Houston team. He is also a paramedic. preventative maintenance skills
Richard Graham, Jacksonville made him a perfect fit for the job.
Joshua Saunier, Lafayette
Jennifer Darbonne, Lafayette
Danielle Grossie, Lafayette
James Hayles, Mobile
Chrisopher McNeese, Mobile
Michael Blakenship, Norcross
David Peacock, Norcross
Salome Anaya, Odessa
Dawson Whitmire, Odessa
Joseph Alvarez, Odessa
Homero Vazquez, Odessa
James Gregory Taylor, OKC
Corbin Thompson, Orlando
Nicola Huntley, SE Region
Chase Craig, Support Services
Morgan Riley, Support Services
Sara Myers, Support Services
Scott Wedge, Support Services
Stephanie Smith, Support Serv
Anthony Dixon, Waco
Blake Olenick, Waco
Joshua Garcia, Waco

19 We set IDEAS into MOTION

HAPPENINGS

WELCOME TO HYDRADYNE!

Christopher McNeese Scott Wedge Stephanie Smith
Outside Sales Rep Lean Manager Customer Service Process Admin
Mobile Support Services
Scott has nine years of experience Support Services
As a Certified Fluid Power Specialist in continuous improvement and Stephanie has a strong customer
with over a decade of experience, a Six Sigma Master Black Belt. His service background in several in-
Chris rejoins the team to help us short-term focus will be on 5S dustries. She helps create and fa-
expand in the Cental Gulf Region. events at the branch locations. cilitate customer service processes
and training across the company.

Daniel McIntosh Anthony Dixon Blake Olenick
Cylinder Mechanic Customer Service Rep Service Technician

DFW Waco Waco
Daniel has experience working as After working for Best Buy for al- Blake has been a floor hand, weld-
a Material Handler, Safety Coordi- most 20 years, Anthony brings his er, and maintenance assistant.
nator, and in Vehicle Maintenance customer service, shipping and re- He has also worked with HPU’s,
with the NM National Gaurd. Thank ceiving, and inventory skills to the pnuematic equiptment, and other
you for your service, Daniel. Waco team. heavy machinery.

www.hydradynellc.com 20

DEDICATEDHYDRADYNE
SERVICE AW

21

D HAPPENINGS

What’s Happening
Awesome People Dedicated to the Team

A special thank you to the service award
recepients this quarter - we are lucky to

have you as a part of our team!

WARDS

What IS in this section

This section of the newsletter is reserved for those individuals who
have displayed committment to their work and pride in a job well done.
Thank you to all of the service award winners this quarter for your hard
work, dedictation, and for making Hydradyne better.

4

HYDRADYNE You make Hydradyne better
...we are lucky to have you as
DEDICATED
Service Awards a part of our team! Cheers!
q2 2018
40 30years
40years years

Randy Jones Robert Orgeron Kirk Starnes
Outside Sales Rep Operations Manager Engineering Manager

Houston New Orleans DFW

30 20 15years
years years

Kevin Touchet Ryan Anderson Arnie Loya
Outside Sales Rep Project Manager Customer Service Rep

New Orleans DFW DFW
We set IDEAS into MOTION
23

HAPPENINGS

Remember to congratulate
all of your teammates on their

years of hard work and
dedicated service.

10years 10 10years
years

Cody Burk Fermin Matrinez Steve Long
General Manager Customer Service Rep Customer Service Rep

DFW DFW Bossier City

5years 5years WINNER

Mission
Accomplished

Jay Bassano & Allen Glaubke Josh Smith Ted Battle
Service Manager & Fabricator Marketing & Pricing Manager Retired after almost 15 years
w/ Hydradyne! All the best Ted!
Atlanta Corporate

www.hydradynellc.com 24

CHEERSHYDRADYNE
FOR
PEERS

25

HAPPENINGS

What’s Happening
Some Awesome Things by Your Peers

What IS in this section

This section of the newsletter is dedicated to recognizing our Hydra-
dyne colleagues. Share recent awards and achievements or express
appreciation for a teammate that has really gone above and beyond.

4

HYDRADYNE CHEERS TO:

We see our coworkers doing FELIPE MAURER
awesome work every day -
many go above and beyond for Web Developer, Support Services
our customers and the team
“Felipe always goes out of his way to help others, regardless of their
“Cheers for Peers” is a recognition pro- problem, location, or department - he is respectful, upbeat, and
gram that allows anyone in the compa- always seems to find a solution for whatever problem you have.
ny to recognize anyone else across the ...and he created the form for this program.”
company. See the first “Cheers To” to Cheers!
the right and how to recognize a team-
mate below. #CHEERSFORPEERS

CHEERS FOR PEERS
RECOGNIZE YOUR PEERS LOUD & CLEAR!

How do I Recognize my Teammate? What will happen with the Cheers Form

Instructions: Once you fill out the Hydradyne “Cheers for Peers” form
(link to left), the record will be documented and the cheer
1. Notice a coworker doing great things will be forwarded to the person you are cheering and to
2. Go to the link here or below their manager. At the end of each quarter we will high-
light the best “cheers” in the quarterly newsletter.
https://www.hydradynellc.com/topic/cheers
3. Fill out the form - thanks! (form snippet right) Cheers!

What to Recognize:

• Going above and beyond
• Coming up with a new idea
• Helping a teammate
• Taking responsibility
• Anything that brings value to the team

What to Include on the Form:

TO: Name of who you would like to cheer

FROM: Your name

CHEERS FOR: Tell us why your peer should be

recognized!

CHEER A PEER HERE!

27 We set IDEAS into MOTION

HAPPENINGS

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lor sit amet, con-
sectetur adipi

Hydradyne in Norcross celebrate achieving Parker Diamond Team, Top Brass, & Elite Status (above)

Fluid Power Photo Contest Winner (left & below)

Each year, the International Fluid Power Society and the Fluid
Power Journal hold a photo contest in honor of Fluid Power
Professionals’ Day. Hydradyne won 3rd place this year - Sean
Underwood at the South Carolina State Ports Authority trou-
bleshooting cylinder counter balance valves 80 feet in the
air. Picture taken by Jeff Kenney

www.hydradynellc.com 28

MARK YOURHYDRADYNE
CALENDAR

11

R HAPPENINGS
RS
What’s Happening
Some Important Things are Going Down

What IS in this section

This section is to update everyone on upcoming events, moves, new
locations, trade shows, trainings, open houses, community service
events, and all things going down at Hydradyne, across the company.

4

HYDRADYNE

MARK YOUR CALENDARS

Upcoming Events Warner Robins Current Location
move date is
Connect 2018 October 1, 2018
P21 Worldwide User Group
New Location!
August 19-21, 2018 943 Carl Vinson Pkwy
Centerville, GA 31028
Cartersville
ParkerStore Opening

September 4, 2018

Cartersville Open Houe

TBD

Warner Robins Move

October 1, 2018

Charlotte Open House

October 31, 2018

31 We set IDEAS into MOTION

HAPPENINGS

2018 Industry trade shows
coming up in the
Hydradyne territory

Permian Basin Oil Show

Odessa, TX. October 16-18, 2018

FabTech

Atlanta, GA. November 6-8, 2018

IAAPA- Amusement Industry Show

Orlando, FL. November 13-16, 2018

International WorkBoat Show

New Orleans, LA. November 28-20, 2018

Power Gen International

Orlando, FL December 4-6, 2018

Fidelity Educational Workshops

Live Training Dates Times Location

September 18, 2018 9am, 10:30am, & 1:30pm Houston, 1019 Rankin Road, Houston, TX 77073
Harvey, 2801 Peters Road, Harvey, LA 70058
September 19, 2018 10:00am & 12:30pm DFW & Support Services, 15050 FAA Blvd, FW , TX 76155
Norcross, 3180 Reps Miller Road, Norcross, GA 30071
September 26, 2018 9am, 10:30am, & 1:30pm

September 28, 2018 9am & 10:30am

Webinar Dates Time Registration Link Call-in Number Phone Access Code

October 9th, 2018 2pm EST Reserve a spot today! 1-866-982-8346 5090663788
English Webinar
2pm EST Reserve a spot today! 1-866-982-8346 4726627428
October 11th, 2018
Spanish Webinar

www.hydradynellc.com 32

HYDRADYNE HYDRADYNE HAPPENINGS
HAPPENINGS Q2 2018 Edition

www.hydradynellc.com

Do you have something you would like to include in the next Hydradyne Happenings?

Please email all requests to [email protected] or click the link below.

HYDRADYNE HAPPENINGS REQUEST

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linkedin.com/company/hydradyne @hydradynellc @hydradynellc