JAMES CHANDLER HARBOUR II MANUFACTURING, SALES, AND SERVICE Serving Those Who Serve Protection for the Heat of the Battle®
JAMES CHANDLER HARBOUR II MANUFACTURING, SALES, AND SERVICE Serving Those Who Serve Protection for the Heat of the Battle®
ABOUT THE AUTHOR James Chandler Harbour II is the author of over two hundred books, including company histories, family histories, and biographies. He is passionate about the intergenerational transfer of human and intellectual capital to educate, motivate, and inspire today’s and tomorrow’s generations. © 2023 LifeStories Company, LLC. All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from LifeStories Company, LLC. Published by LifeStories Company, LLC, Dallas, Texas lifestoriescompany.com Printed in Dallas, Texas by One Book at a Time onebookpub.com Chad Harbour
Contents Dedication ........................................ 5 Acknowledgments.............................................................................................................................................. 7 Introduction ........................................ 9 The Origins of Fire-Dex .............................................................................. 45 A Brief History of Firefighting in the USA ................................................................................................... 51 Bill Burke Joins NSA ........................................ 55 The 1980s—More Products, More Market Share ......................................................................................... 61 A Decade of Expansion: The 1990s ............................................................................................................... 67 Strong Links in the Chain: The Distributors ................................................................................................ 81 New Century, New Opportunities: The 2000s .............................................................................................. 89 Growing Together: Key Associates ............................................................................................................... 101 A Crucial Part of the Team: Our Suppliers ................................................................................................. 115 Building for the Future: Allison, DeVere, Gilman ...................................................................................... 125 Our Winning Culture ....................................... 139 A Supporting Foundation: The Fire-Dex Spouses ...................................................................................... 145 What Our Associates Say .............................................................................................................................. 155 Bill Burke-isms ............................................................................... 161 Giving Back .................................................................................................................................................... 163 Sponsorships................................................................................................................................................... 171 A Revolutionary Product: TECGEN ........................................................................................................... 181 Awards and Recognitions ............................................................................................................................ 189 40th Year Anniversary Celebration ............................................................................................................. 195 Looking Forward ........................................ 197
Introduction 5 Dedication This book is dedicated to the founders and leaders of our company, who have blazed a trail for others to follow. It is likewise dedicated to the many customers, who have put their trust in Fire-Dex, allowing us to meet their needs and be a part of their vital work. To our suppliers who have supported us over the years, for believing in Fire-Dex and committing their resources to its success. To the current family of workers employed throughout the various entities that comprise Fire-Dex, whose time, talent, and energies raise the company to greater heights. To future generations who interact with Fire-Dex, for choosing to play a role in the ongoing tale that this book can, by necessity, only relate a portion of. And lastly but most importantly, this book is dedicated to the men and women who so faithfully and diligently serve their communities in the protection of property and lives. You are the real heroes and the reason that we at Fire-Dex are so passionate about serving those who serve.
Introduction 7 Acknowledgments T he success of a company is never due to the efforts of any one person—it is a joint venture, and the responsibility for its failure or growth is mutually shared. As it is with a company, so too it is with the writing of a book. In telling the vibrant, many-layered history of Fire-Dex, many people contributed their time, thoughts, memories, reflections, and insights. Each of these individuals provided a unique perspective as they shared about the many things that Fire-Dex has meant to them and the ways they have connected with and shaped its story— even as its story has shaped their own lives. At the same time, the success of both the company and this book has depended upon the efforts of a great many talented people who together make up the history, family, and culture of Fire-Dex. In truth, it is a whole community of individuals represented in the pages that follow, too many to list but gratefully acknowledged all the same.
Fire-Dex is a global manufacturer of PPE for first responders and the world’s largest Independent Service Provider (ISP) of PPE care and maintenance under our Gear Wash brand. Founded in 1983 and headquartered in Medina, Ohio, we pride ourselves on being a family business who has paved the path of innovation for new products and services focused on the health and safety of first responders.
Introduction F rom the beginning of civilization, humanity has had a complicated relationship with fire. It provides light, heat, and protection. It can serve to cook food or to consume unwanted materials. It can help to shape metals into countless useful instruments. It can keep predators at bay. For centuries, fire served as the primary means of illumination when the sun had gone down, from torches to candles to lamps. Fire has propelled transportation technology, from coal-burning trains to steam-powered ships. It’s impossible to overstate the impact that fire has had on human civilization. And yet, since mankind’s first interactions with it, fire has also brought pain, destruction, and death. This powerful element, when out of control, has the potential to wreak havoc on that same civilization it supports. Fire can bring down homes, stores, and offices… stables and lodges… farms and barns. It can lay waste to forests or to towns. Entire cities have been destroyed in terrible blazes that could not be quenched. Fire has unequaled destructive power, and over the millennia it has brought untold misery and loss of life and property. Through those same centuries, whenever there has been a fire blazing out of control, there have been those who stood up against it to protect the lives and property that it threatened. With courageous disregard for their own safety, these valiant heroes have stood in the gap. They are the ones who rush into the flames when everyone else is rushing out. And from the bucket brigades of old to the most advanced firefighting technology of today, these first responders have needed equipment and apparel to support them in their fight. They have needed gear they could rely on. And in countless situations, that gear has made the difference between life and death. That’s where Fire-Dex comes in. It’s not just about a business, although success is a byproduct of excellence and dedication. It’s not just about job satisfaction, although personal and professional fulfillment is a natural result of striving toward a worthy cause in an extended family all working together. It’s primarily about one thing: Serving those who serve. This is why the Fire-Dex story is a source of pride for any who have had the privilege to be a part of it. This is that story.
10 Fire-Dex Protection for the Heat of the Battle A ‘trial by fire’ has come to mean performing under pressure—coming through when it really counts, when failure is not an option and lives are on the line. The people we serve have been tested by fire in every meaning
Introduction 11 of those words, and this company has likewise passed the test. We have lasted because we take this commitment to heart: We will serve and equip to the utmost of our ability. Bill Burke Chairman, Fire-Dex
12 Fire-Dex Protection for the Heat of the Battle Then…
Introduction 13 …Now
14 Fire-Dex Protection for the Heat of the Battle Then…
Introduction 15 …Now
16 Fire-Dex Protection for the Heat of the Battle Then…
Introduction 17 …Now
18 Fire-Dex Protection for the Heat of the Battle You must be very patient, very persistent. The world isn’t going to shower gold coins on you just because you have a good idea. You’re going to have to work like crazy to bring that idea to the attention of people. Herb Kelleher Founder, Southwest Airlines
Introduction 19
20 Fire-Dex Protection for the Heat of the Battle
Introduction 21 Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. Never settle for anything less. Steve Jobs Co-founder, Apple Inc.
22 Fire-Dex Protection for the Heat of the Battle 19831984198519861987 19881989199019911992 19931994199519961997 19981999200020012002 20032004200520062007 20082009201020112012 20132014201520162017 20182019202020212022 20232024202520262027 2028202920302031203240 YEARS & COUNTING
Introduction 23
24 Fire-Dex Protection for the Heat of the Battle But sound aloud the praises, and give the victor-crown to our noble-hearted firemen, who fear not danger’s frown. Frederic G.W. Fenn “Ode to Our Firemen,” 1878 “Streets of New York,” 1869. Public domain. Harvard Theatre Collection, Houghton Library, Harvard University.
Introduction 25
26 Fire-Dex Protection for the Heat of the Battle Our reputation is on the line every day, as it should be. We stand by our word, by our products, by our actions. They represent who we are. And our identity is something we are all very proud of. Steve Allison CEO, Fire-Dex
Introduction 27
28 Fire-Dex Protection for the Heat of the Battle Our greatest honor is to serve those who serve, who fight furiously to rush to the aid of others, who serve and protect us each day. Steve Allison CEO, Fire-Dex
Introduction 29 Looking back, it’s remarkable to see how far we’ve come and to consider everything that had to happen for us to achieve the success we’ve experienced. What an amazing story, and how incredible to have been a part of it. Bill Burke Chairman, Fire-Dex
30 Fire-Dex Protection for the Heat of the Battle Quality Policy Fire-Dex is committed to customer satisfaction by providing quality products with responsive service and delivery.
Introduction 31 We will achieve this by promoting an environment of continuous improvement through employee involvement.
32 Fire-Dex Protection for the Heat of the Battle Fire-Dex’s financial strength has allowed us to continue gaining market share, innovating, and acquiring new technologies and companies, which together has facilitated our exceptional growth. Dave Liana CFO, Fire-Dex
Introduction 33 What motivates us from an operational standpoint is our desire to continuously find new ways to improve. We know that we can always be better, and there is never a point of ‘good enough,’ not with the customers we serve and the people they protect. We will always continue raising the bar. John Karban VP Operations, Fire-Dex
34 Fire-Dex Protection for the Heat of the Battle When a man becomes a fireman, his greatest act of bravery has been accomplished. What he does after that is all in the line of work. Edward Croker All men are created equal… then a few become firemen. Unknown
Introduction 35 Many companies claim to be the best at whatever it is they do. Be that as it may, the heart of this company is the fact that we have the best people. And they are what make this company great. Steve Allison CEO, Fire-Dex
36 Fire-Dex Protection for the Heat of the Battle Mission Vision To Serve Those Who Serve To Become the World Leader in Personal Protective Equipment
Introduction 37 Fun Friendly People Unbeatable Service Next-Generation Products Integrity We subscribe to the highest standards through honesty, consistency of character, and “doing the right thing!” Respect We treat our team members, customers, and suppliers with mutual respect and sensitivity, recognizing the importance of diversity. Excellence We are committed to quality, continuous improvement, and process excellence in every endeavor we undertake. Values FIRE
38 Fire-Dex Protection for the Heat of the Battle 10 service locations 3 manufacturing locations
Introduction 39 Revenue Acceleration 1985 $1 million 2004 $10 million 2020 $50 million 2023 Over 2.5x 2020 1985 1990 1995 2000 2005 2010 2015 2020 2025 $1M $10M $50M $125+M 550 EMPLOYEES PRIVATE OWNERSHIP 30+ I N D U S T R Y AWARDS E S T A B L I S H E D 1983 Fire-Dex Facts
40 Fire-Dex Protection for the Heat of the Battle Protection for the Heat of the Battle® Delivered Right the First Time Get More Flex
Introduction 41 Get In. Get Out. Get Clean. Customer Service: Not Just a Department Quality in Every [Lock] Stitch Fueled by Fire— Driven by Courage You take care of them. We take care of you. Gear When You Need It When the Heat Is On Tag Lines
42 Fire-Dex Protection for the Heat of the Battle The company that became Fire-Dex was started, developed, and expanded over the past four-plus decades by innumerable people who each contributed something unique and valuable. This is their story. Like many American stories, this tale begins in an era of struggle and challenge, when commitment, perseverance, and hard work were needed to lay a foundation strong enough to stand the test of time.
Introduction 43 When it comes to things like process, we are always looking to improve. When it comes to our values, the best we can do is to carry them forward. Bill Burke
44 Fire-Dex Protection for the Heat of the Battle Not all hard work leads to success. But no success was ever reached without it. Charlie Grossman
The Origins of Fire-Dex 45 The Origins of Fire-Dex The dictionary is the only place where success comes before work. —Vince Lombardi Dreams don’t work unless you do. —John C. Maxwell company has distinct qualities; those particular ingredients that together combine to give this person or this organization a specific identity. In these ways, no other story in existence is the same…no background or combination of events can match what transpired to bring this business through the trials it has faced and to raise it to the heights it has reached. In this way, the story of Fire-Dex is like no other. This is a story that is wholly, uniquely its own. And it’s a story that begins in America, when the Great Depression sunk its hooks into the nation, yet a father and son in Cleveland, Ohio, refused to give in. When the U.S. stock market crashed in late • 1929, the Great Depression came roaring across the country without pity or pause. No American household went untouched. So if we were to trace the origins of Fire-Dex, we would fix our I n some ways, every success story is the same: Hard work, combined with ingenuity, perseverance, skill, excellence, and a little bit of luck, lead to something remarkable… a model of leadership that seems to be greater than the sum of its parts. There are countless stories of such success in the United States and around the world. Certain factors arise again and again for those who look with interest at the origins of accomplished individuals and companies. They are flexible, adapting to change; they are innovative, using creativity; they are top performers, hiring and rewarding the best of the best. Many entrepreneurs are cast from the same mold. Certain distinguishing features seem to appear over and over—a willingness to take risks, a trail-blazing streak a mile wide, the courage to pursue a goal with bold confidence, and the ability to overcome challenges, transforming obstacles into opportunities. Yet every entrepreneur and every successful
46 Fire-Dex Protection for the Heat of the Battle Unemployed men at Cleveland City Hall in 1930. Cleveland Press Collection/CSU Ohio.
The Origins of Fire-Dex 47 attention on the worst economic crisis that the country has ever faced. New Deal programs offered some relief, providing employment in the construction of parks, highways, and public buildings. Workers built bridges, dams, and roads, planted trees to help combat erosion caused by the Dust Bowl and severe droughts, and promoted modern farming techniques. Still, the poverty and struggle for survival were severe. During those years, the U.S. unemployment rate was at a staggering 26%. In order to survive, families had to be determined and resourceful. Thankfully, the Grossmans in Cleveland were exactly that. Desperate for a way to support themselves and their family, this father and son duo began manufacturing protective gloves for steel mill and foundry workers in their basement. By working hard and pinching pennies, they were able to create a successful family business that continues to this day. It is this safety glove business that would attract Bill Burke in 1983 as he finished his college education and sought to find the right place to use the knowledge, skills, and strong work ethic he had recently developed. But that was still many years away. A Basement Business I n 1935, Walter “Wally” Grossman began developing and manufacturing heat and thermal protective gloves for foundry workers, steel pipe manufacturers, and welders in his father’s basement in Cleveland. During this dire economic time in America’s history, Cleveland, which was a bustling industrial city and home to many such businesses, provided much-needed work. At this time, however, most steel mill or foundry workers made their own protective Ohio steel mill apparel or purchased it from a small business.
48 Fire-Dex Protection for the Heat of the Battle Wally’s marketing strategy was to sell to the twelve big steel mills in Cleveland rather than sell to their individual workers. This method of direct sales allowed Wally to enjoy economies of scale, giving him an edge over the small businesses and a bigger share of the market. When this strategy proved sound and his customer base expanded, Wally and his father, George, started the family business that would eventually become National Safety Apparel (NSA). It would take many more years of saving in order to grow the company. Banks were not inclined to loan them money, so Wally had to save most of the funds used to finance the business. His oldest son, Charles (“Charlie”), recalled that his father worked one main job and two side jobs in addition to running his own business. This was an example of self-sacrifice and a diligent work ethic that young Charlie would watch and emulate. He and his three brothers slept in one bedroom together because his father didn’t want to waste money on a bigger house. Finally, by the late 1940s, the Grossmans were able to move into a small storefront in Lakewood, a suburb of Cleveland, using the basement to store inventory while doing all the sewing on the first floor. As business continued to grow, they needed more space and expanded to two storefronts. This setup, however, was incredibly inefficient, so in 1953, the family opened up a new factory on West 150th Street in Cleveland. The company also began cultivating contracts with a network of distributors to sell their products as factories set up company stores. These were called Safety Centers, which offered hundreds of safety products to employees. NSA was eventually set up so that the Grossmans could sell non-manufactured products to these Safety Centers. After graduating from Duke University and Harvard Business School, Charlie began overseeing the family business in 1966, the year the company hit $1 million in annual sales. Over the years, the Grossmans cultivated a strong customer base with a focus on providing high-quality products and developing good customer relationships. This strategy worked well in a market where the competition tended to scrimp on quality. In addition to welding gloves, NSA eventually expanded its manufacturing to include industrial safety clothing. The Cleveland office served as headquarters for NSA and Morgan Protective Apparel for the next decade. Walter “Wally” Grossman