September 2020

September 2020 A note of Thanks

In this issue: pg 2 The Corporate office
pg 3
New Hires & Anniversaries pg 4, 5 recently received this
Product Department pg 6, 7
Sales Recognition pg 8 Thank You card from a
Shout Outs
Perfect L10? very ‘shocked but

thankful’ customer. It

seems that Mike Price and Mikaela Moore at the

ProSource of Baton Rouge applied the Core Value,

Customer Centric and each went ‘above & beyond’

to ensure our customer had a positive customer ex-

perience. So much so that the customer sent a

thank you card directly to our CEO, Daniel Kennedy.

To give a little background, the customer ordered

some 2x2 mosaics for a bathroom remodel for a job

in The Woodlands, Texas. As the job was being in-

stalled they discovered that the mosaics were not

matching. She spoke with Mikaela at ProSource of

Baton Rouge and they, ‘expediently’ shipped re-

placement material. Con’t on page 6

Remember Core Values

If you need to report a maintenance Last month we learned about being
issue for your store, email Customer Centric. This month we
highlight Strong Work Ethic. To the
[email protected] company, it means, “When we are at work, we are produc-
tive. Our days go by quickly and we leave work feeling ful-
This includes large & small repairs, filled and satisfied with our efforts.”
general maintenance and landscaping.

New Hires

Lauren Anderson Neil Lyttle

Account Manager, PS Acadiana Merchandiser, PS Nashville

Kenyatta Badon John Mangin

Service Coordinator, PS Mandeville Sales, Menzie

Donna Courtney Michael Sumrall

Expeditor, PS Jackson Service Coordinator, PS Jackson

Richard Griffin

Warehouse Assistant, PS Jackson

Anniversaries Smith & Purvis Carpet One

PS Baton Rouge Jackie Babin, 1 year (re-hire)

Tamara Harding, 7 years Menzie Stone

PS Jackson Curt Parent, 13 years

John Applewhite, 6 years Corporate
Michelle Fisher, 10 years
Tristan Biede, 15 years
PS Nashville Stephanie Hoover, 4 years

Ashlie Sims, 2 years

PS New Orleans

Ralph Jackson, 5 years
Cathy Rebstock, 7 years
Eva Tracy, 5 years

Product Department

Coming Soon!

Scheduled to arrive in 2 weeks - new Waterjet Mosaics

RETRO CHIC

There are 8 styles ranging in price from $12.00 to $30.00/sf

Concept Boards and Swatch Cards will be available once the initial shipment arrives!

Sales Recognition

$250,000 + $200,000 + $150,000 +
Leigh Anne Post
Eric Thibodaux Jackie Dickinson
$125,000 + Jeanne Poe Brittnie Thibodeaux
Lee Savoy Laure Perque
Gail Boss Fay Harris
Jennifer Yagow Aly Davis
Kimberly Guillot Tiffany Mitchell
Denise Batts
Leah Evilsizor Paul Dixon
Dana Lapeyrouse
$100,000 + Elena Truxillo
Andy Coomer
Nancy Giarratano Emory Bradley
Christie Hite Karin Veltrop

Clayton Buckner
Regina Hotard

Store Recognition

Top PSW Locations September 2020 YTD 2020

ProSource of Baton Rouge ProSource of Baton Rouge
$1,262,511 $11,720,368

ProSource of Jackson ProSource of Jackson
$959,920 $7,547,284

ProSource of Mandeville ProSource of Mandeville
$771,278 $6,154,450

Honorable Mention Honorable Mention

ProSource of Nashville ProSource of New Orleans
$533,206 $4,920,062

Top Retail Locations September 2020 YTD 2020

Production Builders Production Builders
$424,666 $4,086,593

Menzie Stone Menzie Stone
$418,177 $3,747,384

NO Production Builders Smith & Purvis Carpet One
$214,977 $1,935,921

Honorable Mention Honorable Mention

Floor Surplus NO Production Builders
$198,045 $1,719,450

PS National Rankings September Year to Date

ProSource of Baton Rouge # 5 ProSource of Baton Rouge # 5
ProSource of Jackson # 11 ProSource of Jackson # 12

ProSource of Mandeville # 25 ProSource of Mandeville # 24
ProSource of New Orleans # 50 ProSource of New Orleans # 39

ProSource of Nashville # 57 ProSource of Mobile # 54
ProSource of Mobile # 71 ProSource of Nashville # 69
ProSource of Gonzales # 84 ProSource of Gonzales # 92
ProSource of Acadiana # 120 ProSource of Acadiana # 138

Out of 140+ stores nationwide Out of 140+ stores nationwide

A note of Thanks

Con’t from page 1

The customer explained in her card, “Problem was, it came in with every single piece
broken and boxes smooshed by the shipping company. Mike not only courteously and
professionally handled the problem but he showed up at my doorstep unexpectedly with
the remaining pieces the contractor needed. I cannot tell you how shocked, but thankful
I was. Many companies speak of ‘the customer first’ but do not carry through on that
outlook when it matters most. . . . your company has earned my repeat business and
recommendation.” “ Thank you for training your staff to live up to ‘above & beyond’ cus-
tomer service standards!” In order to make things right, Mike drove the replacement
material to the customer in Texas! That really is being ‘Customer Centric’. Daniel was al-
so, ‘shocked but thankful’ that Mikaela and Mike took such good care of this customer.
He asked that it be shared in this newsletter, not only because they did such a good job,
but because it was such a good job that the customer not only mailed a handwritten
thank you card, but she sent two. One to the Corporate office and one to the ProSource
of Baton Rouge. And has already shared her positive customer experience with others!

Congratulations to Ms Jackie and the Team at

Smith & Purvis Carpet One!
This is the 4th year in a row they have won ‘Best
Flooring Store in Tangipahoa Parish’! And it
shows, below is just one of the many 5-Star re-
views they’ve received!

Keeping it in the family, sisters Ashley & Haley
work together but apart. How’s that you say?
Well, Ashley works at Menzie Stone Company
and Haley works just next door, at PS Distribu-
tion. Oh and did you know they are Paul Dixon’s
daughters? That’s right, Proud Papa Paul works
at the ProSource of Baton Rouge!

“In my opinion this experience indicates that we should ask for help even when we
may feel that everything has been exhausted. . . I feel like Daniel and Scott deserve
the recognition for their assistance on this stressful situation and job.” Tony Augello

At the beginning of September of this year, I populated in their system for 5 weeks. So, again
had a project in Metairie working on a high while it is not an unusual situation to run short,
end home. We were installing a Shaw hard- the ETA was excessive which brings us to why I’m
wood among other materials for our customer. writing this story. To remove the product would
As we were about to wrap up the flooring, it not only be extremely costly but also a major in-
became apparent that due to culling some of convenience for the homeowner. And as we all
the product, we were going to be just a little know Daniel Kennedy would want us to do the
over a carton short of completing the job. Un- right thing for our customers. So I called Daniel
fortunately, it happened to be in their bed- and as I thought he was ready to do whatever
room. No big deal! It happens often in our busi- was necessary to rectify the situation. He asked
ness. However, remember this is 2020 and first though that I allow him to make a call be-
when we placed the order, to the dismay of my- fore informing the customer of our decision to
self and central ordering the production date on select another floor and have it installed. Well,
this wood flooring was December 18. We would he called the product guru Scott Biede. Within 45
not even receive it until the latter part of De- min, Daniel called me back and said we will see
cember at best. Obviously, this did not sit well two cartons delivered to Smith & Purvis within
with our customer. We gave her a couple of op- two to three business days. I’m still not sure how
tions such as installing a temporary floor in its Daniel and Scott pulled this off after being told
place until the product arrived or removing the by everyone else that it would be impossible to
hardwood from that one room and installing get. The point of all of this is this - when we
another product. Anything that would make the think that we have exhausted all of our effort in
situation better for the homeowner. She wasn’t a situation, keep asking for help, especially by
having any of it and was demanding that we those who have your best interest at heart (this
remove the entire job and start over with an-
other product that she could have in her home includes those of us at the Corporate office!) . A
in a reasonable time frame. Of course as sales great big thank you to Daniel and Scott
associates we will make call after call hoping to
see if the date has improved or if anyone has for making this happen. Yes they were no doubt
two lowly cartons laying around. Our Shaw rep very busy, but were willing to assist when all
was also contacted and he did indeed attempt seemed hopeless in getting the product. The job
to help. His response was” there isn’t any to be has now been completed and we have another
found in the country” . This was due to the mill happy customer!
having multiple covid-19 cases and stopping
production 4 times resulting in a backlog of or-
ders. I was told that our order wouldn’t even be

What does the Perfect L10 Meeting look like?

Now that most of us are on Level 10 meetings, now is a good time to review, what makes a meeting a 10. “What kind
of scores are you giving your weekly Level 10 Meetings™?” you may have – sixes, sevens, eights – you ask, “What
would make our meetings a 10?!” People often respond, “We don’t give 10s. There’s always room to get better.”

Avoiding giving a 10 because you just don’t do that misses the point that the Level 10 Meeting, if done well,

it should be scored a 10. This article is going to tell you what a perfect 10 THERE ARE FIVE EARMARKS OF A GREAT
LEVEL 10 MEETING:
looks like and how to get better scores in your Level 10 Meetings.

While it is the responsibility of the Level 10 Meeting facilitator to 1. Same day
conduct a tight meeting, it is just as important that the participants speak up
2. Same time
during the meeting if there are things going on that will make the meeting

not great. Be open and honest here. If someone arrived late or two people 3. Same agenda

hijacked the meeting or the whole team wasn’t fully engaged, call those be- 4. Starts on time
haviors out. 5. Ends on time

SIX WAYS TO IMPROVE YOUR LEVEL 10 MEETINGS It really doesn’t get any better than that.

1. Start on time with Good News. This is a segue to get you to transition
from working in the business to working on the business. It brings a human element by sharing both personal and
business best.

2. Reporting mode. The next three agenda items are all about reporting. Making sure that everything that’s im-
portant in your business is on track, your numbers, priorities are on track, and all your people are happy. Watch the
clock. So often, people get chatty and give too much commentary during the reporting section of the agenda. You
are not solving anything here, just reporting. Any number or Rock that’s off track, you drop it down to the Issues List.
Any customer or employee that needs to be discussed, you drop it down to the Issues List. When you identify these
as issues and drop it down to the Issues List, you are making sure you are talking about the most important things
you need to discuss that day.

3. To-do List. This brings a little accountability to your meeting. Review all of last week’s to-dos to make sure they all
got to-done. 90% should be done. Anything that needs to be discussed from the to-do list gets dropped down to the
Issues List.

4. Drop it down, drop it down, drop it down! It is so tempting to ask questions during the first five agenda items
(which should take 25 minutes), but resist! Here’s a good rule of thumb: if more than 10 or 15 seconds of discussion
starts, raise your hand and say, “With all due love and respect, do we have an issue we should put on the Issues
List?”

5. Really follow the IDS / Issues Solving Track™. Your first order of business is to prioritize the issues list with ‘1’,’2’,

and ‘3’. Don’t debate and don’t ask, “What’s that Issue?” Come knowing what issue you think needs to be solve
now. Your second order of business – and every team really could get better at this – is to strive to identify the real

issue. It takes a disciplined effort to identify before doing a lot of discussions. Go to your EOS Toolbox™ – it is I, then

D, then S – and avoid tangents. Identifying and agreeing on the real issue is the hard part. You have a full 30 or 60

minutes for issues solving if you’ve followed the rest of the agenda. The only reason we are discussing is to solve

issues. Some weeks you’ll get to one issue, other weeks 15. But as long as you are prioritizing the most important

issues, you’ve done great work.

6. Conclude on time. When there are five minutes left in the meeting, you move to conclude with three quick things.

Recap the to-do list, discuss if there are any cascading messages to cascade to the rest of the organization, and rate

the meeting on a scale of ‘1’ to ‘10’, ‘10’ being best.

When you score the meeting, this is the chance for your team to self-correct. The standard for a meeting
score is ‘8’ minimum. If it’s not an ‘8’ you simply ask “why wasn’t it an ‘8’?” so you can self-correct. Each week im-
proves based on the feedback.

When you start on time, end on time, follow the Level 10 Meeting Agenda and solve your most important
issues each week, that is a great meeting.