Conversations-v1a

conversations
NEWS FOR HOLT EMPLOYEES AND THEIR FAMILIES
What Happens When 1,259 People Speak? We Listen!
The Results of the 2016 VBL Employee Engagement Survey
JULY/AUGUST 2016
By Dan Norris, Director of Training
Why do high performing organizations like HOLT use employee engagement surveys? One simple reason: "None of us are as smart as all of us."
For over 25 years, our company has used various surveys to gather the voice of employees. We now have over three years of data in our current Values Based Leadership (VBL)
Employee
Engagement
Survey. This allows
us to look for
statistical trends,
make critical
adjustments, and
initiate changes based on the most common feedback. We believe this is vital to keeping in alignment with our Vision, Values, and Mission.
"We personally read every comment from the survey," stated Peter J. Holt, Executive Vice President/General Manager. "Some employees said their opinions don't matter and nobody looks at the results. The reality is we care very much what employees think." Corinna Holt Richter,
Executive Vice President/Chief Administrative Officer, added, "This survey lets us know what is working, what isn't, and what needs to be changed. It is important for us to listen to the voice of everyone on our team."
A major topic of feedback was communication. Employees reported receiving more leadership messaging about cost control than our Values Based Leadership culture. Mixed with less frequent communication, employees expressed difficulty reconciling some decisions with our values.
"Regrettably, we didn't do a good job of communicating how we used the information from last year's survey," shared J.K. Baxter, Senior Vice President Machine Sales. "We have recommitted as a team to communicate the value of employee feedback and keep everyone up to date on the changes influenced by your suggestions."
Your Local Management Team (LMT) and Enterprise Operations Council (EOC) sponsor will partner with you
and your co- workers to review your store's results, celebrate successes, and discuss solutions for areas of opportunity.
What is the Action Plan?
We have more activities than space to list. Here are brief reviews of several key action steps:
1. As marked by improving trends, safety is an important focus for all of us. We are excited that Jeff Stewart has joined us as the new Director of Safety and Environmental Culture. He, and our growing safety team, will continue to focus on key improvement areas, including ensuring employees have proper tooling/safe processes, enhancing our culture of peer-to-peer safety coaching, and recognizing groups that consistently demonstrate safe behaviors. They will also address specific safety concerns voiced in the survey, such as reducing security risks at the Irving store.
2. EOC sponsors are committed to meeting twice annually with their
(continued back page)
"I have worked for Caterpillar and other Cat dealers and can say HOLT handles diversity better than any of my previous employers."
"I'm glad that we are coming together as a company related to the importance of safety – but we are not there yet."
"I really can't say the decisions I am concerned with aren't in alignment with our values – I'm certain somebody thinks they align."
INSIDE
THIS ISSUE
P2 Safety P3 Get to Know Corinna and Peter J. P4 Most Interesting Person | Go Green | Throwback P5 Tale of Two | Three Things to Know P6-10 Local News P10 HOLT Babies P11 Enterprise News P12 Customer Experience P13-15 Service Awards


july/august 2016 Safety News conversations
Meet Jeff Stewart, Our New Director of Safety & Environmental Culture
In June, HOLT welcomed a new Director of Safety & Environmental Culture, Jeff Stewart. Based in Irving, Jeff is a 20-year veteran
safety and health professional. Most recently he served as the Vice President of Safety and Training for Basic Energy Services and, prior to that, as Director of Environmental Health and Safety for Warren Cat in West Texas.
Conversations: Jeff, welcome to HOLT! What are your first impressions?
Jeff Stewart: I have been overwhelmed by the kindness and hospitality shown to me by everyone. The Values Based Leadership is evident, and the genuine appreciation and respect that the employees and company have for one another is admirable.
C: We know you are new to the job, but what are your priorities as the new safety director?
JS: First and foremost, I look to prevent employee injury and incidents. I have graciously been afforded the opportunity to serve a cause greater than myself. I take this responsibility very seriously and will work closely with the talented and dedicated Safety and Environmental team, employees, and managers to develop a common sense approach to employee safety and health initiatives.
C: That sounds positive! What can the average HOLT employee expect to see?
JS: Initially, we will follow a boots-on- the-ground mentality by proactively focusing on being visible, present, and engaging with our workforce and in our
shops and facilities. HOLT employees can expect to see a group of safety professionals committed to their well- being and safety. We will demonstrate integrity in our actions and words and build partnerships with our employees and managers.
C: Enough about work. Tell us something fun about you...
JS: My hobbies include golf and sharing my son's love of sports. I volunteer and am an active leader in my church's youth group and outreach ministries. Contact Jeff Stewart at [email protected].
Meet More of Our Safety Team
Jeremy Kimball
Regional Safety & Environmental Rep -Senior
Jannina Montano
Regional Safety & Environmental Rep
Michael Lawrence
Regional Mine Safety Rep
Manny Pantoja
Security Supervisor
Jennifer McNew
Regional Environmental Compliance Specialist
Denise Pena
HR Generalist 2
Mark Moeller
Regional Safety & DOT Compliance Rep
Ricky Wheeler
Regional Safety & Environmental Rep
Do you have
a great idea for a story?
Send suggestions to [email protected]
Editorial Board:
Michelle Allen Debbie Boren Oscar Ceniceros
Alexandrea Trujillo Denise Wieters Steven Wilson
Writer: Shelley Galbraith Design: LMW Design Group
Deadline for next issue: September 15
2016 HOLT CAT
Gary Thomas, 40 Years of Service
Gary has served in many roles since he began his career at HOLT in 1976, including service manager, sales representative, and safety and environmental culture representative. Gary also served as interim director for the safety and environmental culture team on many occasions. Gary retired from his most recent position as Southern Region safety representative, headquartered in the Corpus Christi office. Join us in thanking Gary for his tremendous willingness and flexibility to step in and help wherever necessary.
Gary Thomas accepts his 40- year service award from David Treiber in June.
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july/august 2016
Owners' Message conversations
Get to Know Corinna and Peter J.
Corinna Richter, Executive Vice President/Chief Administrative Officer
What do you do for fun? I love to cook and entertain friends, travel, go to art museums, read, swim, and take walks with my husband, son and two dogs.
If you were on American Idol, what song would be your go-to song? Well, that would never happen in a million years because my singing voice is terrible, but my go-to karaoke song is Toby Keith's "Shoulda Been a Cowboy."
Do you have pets? What are their names? Yes, two dogs. A Staffordshire Terrier, who we originally thought was a French Bulldog (long story) and named Beauregard, and a rescue mix named Khaleesi (yes, after the character from Game of Thrones).
In the past few months, what is the smallest change we have made that has had the biggest positive result? It's probably not the smallest change we've made, but the change I am most excited about is the additions we have made to our Safety team. I trust that with their leadership, we will re- energize our safety culture.
What have we as a company historically been when we've been at our best? Utterly and completely committed to our Mission, Vision, and Values! When we are all driving toward the same goals of legendary customer service, employee fulfillment, and beneficial outcomes for all stakeholders, everyone wins! It's easier said than done, though. It takes trust, communication, honest feedback, collaboration, clear goals, and accountability.
What do you like best about coming to work every day? Least? Best: The variety, interactions with fellow employees, customer visits, store visits, and community events.
Least: Tackling my email inbox, especially if I've been traveling and let it get out of control.
What do we need to start doing? Giving ourselves a little more credit for all the things we do well. We have a great recognition program through our CX department, but more 'thank yous' and 'great jobs' to our peers and teams would go a long way.
Peter J. Holt, Executive Vice President/General Manager
What do you do for fun? Play basketball, read fiction, travel, hunt.
What music is currently on your playlist? Drake and AWOLNATION.
What is your favorite TV show? Currently: Peaky Blinders All time: The Wire.
Tell us one thing that no one knows about you. I'm secretly a big softy. If the dog dies at the end of a movie, I am definitely crying.
Do you have pets? What are their names? Two English bulldogs. Winston and Peach.
In the past few months, what is the smallest change we have made that has had the biggest positive result? Smiling and laughing more. It is really important to maintain positivity. I do that through laughter.
What is it like to work for you? Scary. Just kidding! I am highly engaged (weekly formal one-on-one meetings and daily communication), but I do not micro manage. If you work for me you should have a business owner mentality just like me.
What do you like best about coming to work every day? Least? Best: The people and the diversity of the industries we serve. Least: Long meetings.
Are we changing as fast as the world around us? No, but at some level that is impossible. We are extremely bright people that are constantly thinking of new ideas, which is very exciting to me.
What should we stop doing? Too many long meetings with little follow up action. We need to be focusing on removing barriers for our customer facing employees so they can provide legendary service.
What do we need to start doing? Having a rabid focus on the customer. And have more fun!
Do you have a question for Corinna or Peter J.? Let us know at [email protected]
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july/august 2016 Feature Stories The Most Interesting Person at HOLT
"He looks BBQ in the eye and kills it."
Lupe Pena, pictured at far left, stands with his barbeque team and some of their trophies.
Guadalupe "Lupe" Pena, Branch Service Manager-Edinburg, is the most interesting person at HOLT. Lupe is on a professional barbeque team (The Killer Vs BBQ Team), and once even cooked shark at a competition in Florida. The team is currently ranked 9th in the state of Texas and has been invited to attend the American Royal World Series of BBQ in Kansas City, Missouri this October.
Think you're the most interesting person at HOLT? Tell us why at [email protected].
Go Green with Printing
Do Your Part for the Environment
conversations
HOLT Throwback
with Larry Mills, Executive Vice President
We sat down with Larry Mills, a 47- year veteran, to find out how much HOLT has changed through the years.
THEN
Larry remembers Christmas parties, smoky rooms, pay phones, and mimeograph machines.
"Like today, family has always been a huge part of the company. At Christmas, HOLT would supply the basics and all the employees would pitch in. No matter where you went someone was working and smoking. I can remember going to the accounting department and having to prepare myself because I knew I would be walking into a cloudy, smoky room."
Pay Phones Handy
"You had to be very communicative and plan, plan, plan. There was no way to
This picture of Larry Mills was published in the September 1979 edition of Conversations.
(continued page 5)
Did you know the single largest budgetary expense in the IT budget isn't the computers you're working on – those at your desk, in the shop, the warehouse, or the field? It's the printers we use. HOLT spends more money printing documents than investing in technologies that can make the company more competitive, productive, and profitable.
Here's ways to think before you ink:
1. Save and share all documents, websites, photos, and presentations electronically. Resist the urge to print
unless absolutely necessary. You have access to Box, a web app, where files can be safely stored and shared within a group of people.
2. Recycle all your paper products, but remember the most sustainable document is the one that's never printed.
3. Ask yourself, does this NEED to be printed in color?
4. Look for excess and underutilized printers throughout the company that could be removed for cost savings. Depending on the size of the printing device, we could save up to $8K per printer per year!
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july/august 2016
Feature Stories conversations
Tale of Two
Here we have a tale of two. Not so different from me or you. Look below, and search for clues. Can you tell whose tale is whose? Answers are on page 7.
Throwback (continued)
ensure a customer, internal or external, was going to be at the place you both agreed on. You had to trust each other and stop and call at a pay phone when you could."
Copies & Computers
"I used to run a mimeograph that made copies like a present day copier. I'd have to crank it and it gave off a foul smell to create the print. Our first printer was so cool because it had a huge roll of paper attached to it and had a sticky/slimy consistency that would create the copy. I remember the first computer we bought in early 1985. We bought it because we needed to present a graph to Caterpillar in order to buy a dealership in Ohio."
NOW
Larry is most proud of our Values Based Leadership and offers some words of wisdom about legacy.
"The establishment of VBL was a memorable moment. There was rapid growth and we had no clue how to handle it. We push to develop those skills today. When each employee is given the tools to succeed, the quality of customer service increases. I have been blessed to be in an organization with wonderful people committed to our unique core values."
A Legacy
"Focus on
your legacy.
Always start
with the end
in mind and
work your
way to it.
Your legacy
is what you
are known for and it stays with you forever. Actively focus on life and never give up on your goals."
Dave Harris
President/Chief Operating Officer 18 years of service
1) What is your current favorite TV show?
a) NCIS b) Vikings
2) What is your favorite restaurant?
a) Bob's Steak and Chop b) Fresco's
3) What's an item on your bucket list?
a) Hunting in New Zealand b) Travel to China
4) What is your Favorite movie?
a) "Oh Brother Where Art Thou" b) "8 Seconds"
5) What is your favorite meal?
a) Brisket
b) Fried chicken with mashed potatoes/gravy and lima beans
6) What is a fun fact about yourself?
a) I compete in kayak bass fishing tournaments b) I play the piano
Tyler McCoy
Shop Service Tech–Cleburne 2 years of service
Three Things to Know
1HOLT Transport
17,080 loads were
completed through HOLT transport in 2015.
An average of 5,500 loads a month, completed by 30 drivers and 2 dispatchers. The longest haul was from our North Edinburg store to El Paso, Texas.
2HOLT Veterans
There are currently 370
working veterans at HOLT, or about 16% of our total employee population.
3Part Transactions
From January 1 to June 30,
HOLT CAT Parts filled 1,103,649 part line items.
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july/august 2016 Local News Irving
No One FIGHTS Alone; Irving Employee Battles Cancer with the Help of Her Friends
conversations
A Vision for Customer Service
Jeff Kidwell, Technology Solutions Specialist-Irving, received praise from Gary Higgs, Landfill Manager of the North Texas Municipal Water District (NTMWD), for taking ownership of a problem NTMWD was having. Gary says that NTMWD began seeing VisionLink codes that called out transmission abuse, which dogged the company for a long time.
Frustrated, they asked for further training. Jeff took ownership and made it a priority to help NTMWD learn how to better operate their machines and to avoid and overcome the causes for the negative code. After operator training, Jeff continued to help, providing real time feedback to show the company the results of their efforts.
Andy Jameson, eSolutions Manager- Irving, says this resourcefulness and commitment is not an isolated incident; Jeff regularly earns praise from customers. NTMWD gives credit to Jeff for providing legendary customer service.
Contributed by Andy Jameson
HOLT Representatives Meet with Lawmakers
Lori Bunger (third from left), Sales Representative-Irving, and Jim Campbell (third from right), Senior Director of Public Affairs-San Antonio, met with U.S. Congressmen and Senators from Texas as part of a delegation for the Irving Chamber of Commerce. Issues discussed included re-initiating the Export-Import Bank, approval of the Trans Pacific Partnership, and re- authorization of the Perkins Technical Education Act.
Contributed by Jim Campbell
Miss Bert (seated, in the middle), surrounded by some of her supporters in Irving. You can see the "No One FIGHTS Alone" bracelets on many of their wrists.
Bertha "Miss Bert" Harwell, Service Coordinator 2-Irving, is the go-to person when anyone needs help or has any questions. She is known for her caring attitude, expertise, support, dedication, and commitment. CAT Support was looking for a way to reflect these qualities and show Miss Bert that she is not alone in her fight with cancer. They handed out "No One FIGHTS Alone" cancer awareness bracelets and accepted donations for her in return. The support received from all departments truly demonstrated our Values, specifically,
HOLT CAT Intern Wins Award
AB Verdejo, a Dubiski Career High School student, works in the shop in Irving as part of his internship at HOLT CAT .
HOLT CAT Intern and Dubiski Career High School student Abisai "AB" Verdejo won the Texas FFA State Proficiency Award for agricultural
"Commitment," "Demonstrating a Caring Attitude," and "Sharing a Mutual Desire to Succeed."
David Reynolds, CAT Support Manger- Irving, said, "We will miss her while she is out, but we look forward to her beating this cancer and returning to HOLT where she loves being. She is one of the strongest, toughest, and most committed employees that I have ever been blessed with being around. She has beat cancer before, and she will do it again!" Contributed by David Reynolds
mechanics repair and maintenance. AB will be recognized as the state winner during the Texas FFA State Convention this summer, where he will receive a $1,500 scholarship.
HOLT has partnered with Dubiski for three years, providing internships and job opportunities; more than 80 percent of participants have been offered full- time positions with HOLT. Interns graduate from Dubiski with the basic heavy equipment skills required for entry-level technicians. HOLT depends upon these skilled technicians, and to date has pledged $1 million to vocational education and training.
Contributed by Tony Spalding
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july/august 2016
Local News
conversations
ICAT Supports Community Events
Irving employees Debra Vaquera, Jan Colley, Nick Davis, Rachel Alaniz, Austin Wall, and Heather Lundy represented HOLT CAT at Relay for Life to benefit the American Cancer Society.
The Irving Community Action Team (ICAT) collected 607 lbs. of food to benefit Irving Cares, a nonprofit that provides essential services to Irving residents in need. In conjunction, ICAT participated in the Relay for Life of Irving/Las Colinas. Team HOLT CAT raised $2,858.28 for the American Cancer Society.
Relay for Life Committee Member Cindy Woodward offered praise, saying the event wouldn't have happened without the teams and sponsors. HOLT CAT and Texas First Rentals donated generators and light poles for the event.
Heather Lundy, PSD Sales Administration Manager-Irving, and Connie Zaiontz, PSD Rental Admin Manager-San Antonio, worked to ensure the rescheduling of the event wouldn't impact the donation or our rental customers.
Team HOLT CAT was represented at Relay for Life by Irving employees Debra Vaquera, Service Coordinator 2; Jan Colley, Business Information Analyst; Nick Davis, Project Manager 2; Heather Lundy; Rachel (Rose) Alaniz, Financial Marketing Representative 1; and Austin Wall, Parts Warehouse Clerk 2.
Contributed by Heather Lundy
Fort Worth
Kyle McDaniel is Top Salesman
The Caterpillar BCP Team hosted a barbeque in Fort Worth to celebrate the hard work and salesmanship of Kyle McDaniel, Sales Representative-Fort Worth. Kyle was named the Top Salesman BCP North America and received the Chairman's Award for Top
10 Salesmen CCE North America. In 2015, HOLT CAT sold more BCP equipment than any other dealer in North America. This achievement would not be possible without the joint efforts of all departments – sales, service, and parts. Great job, everyone and great job, Kyle!
Contributed by James Court
(l-r) Chris Thomas, Caterpillar BCP Service Tech Rep; James Court, Regional Sales Manager; Sean Lothery, Vice President Product Support Sales; Kyle McDaniel, General Construction Sales Rep; Michael Johnson, Caterpillar BCP Sales Rep; J.K. Baxter, Senior Vice President Machine Sales; Kate O'Brien, Cat Financial Territory Manager; Harry Harris, BCP Business Development Manager; Ben Davidson, Regional Sales Manager.
Texarkana
Teamwork in Texarkana
Texarkana store employees are supporting the Sales and Rental departments while the store is without a sales representative or a rental coordinator.
Elaine Lindsey, Service Coordinator, helps coordinate machine pickups, returns, pre-shippers, taking pictures of the machines, and more. Service
Department technicians provide support with loading and unloading and taking pictures when necessary. As customers walk or call in for sales or rentals, Texarkana employees are able to get the customer in touch with a representative from Longview, Tyler, or Sulphur Springs very quickly.
Texarkana is exemplifying our Mission with their teamwork, professionalism, and caring attitude.
Contributed by Paul Brister
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Answers to Tale of Two on Page 5: 1(a) NCIS (Dave Harris), (b) Vikings (Tyler McCoy). 2(a) Hunting in New Zealand (Tyler McCoy) (b) Travel to China (Dave Harris). 3(a) "Oh Brother Where Art Thou" (Dave Harris) (b) "8 Seconds" (Tyler McCoy). 4(a) Brisket (Tyler McCoy) (b) Fried chicken with mashed potatoes/gravy and lima beans (Dave Harris). 5(a) I compete in kayak bass fishing tournaments (Tyler McCoy)
(b) I play piano (Dave Harris).


july/august 2016
Local News conversations
San Antonio
Miss Teen San Antonio Visits Edinburg North
Miss San Antonio visits with Edinburg North employees (l-r) Rudy Arguelles, Guadalupe Guajardo, Evelio Rubio, Guadalupe Hinojosa, Martin Sandoval, Dionisio Garza.
Natalie Moody, daughter of Tammi Moody, Paralegal-San Antonio, recently stopped off at the Edinburg North store for a meet and greet. The reigning Miss Teen San Antonio 2016 was on her way to compete in the Miss Texas Galaxy pageant. She placed fourth and received an award for Miss Congeniality. Contributed by Tammi Moody
Buckeye Trencher Finds New Home
HOLT Scores as Largest Contributor of Shoeboxes to United Way
For a second year, the United Way of San Antonio and Bexar County sponsored a project to collect decorated shoeboxes filled with personal care and basic need items such as toothbrushes, soap, and combs. The shoebox contents are then distributed to children, veterans, elderly, homeless, and other vulnerable populations in the area.
Surpassing last year's total of 560 boxes, HOLT gathered 967 boxes, more than any other donor in the San Antonio area this year, according to the United Way's Facebook page. What a great way to kick off this year's United Way campaign! Thanks and congratulations to everyone who participated.
Contributed by Brandyn Moore-Rodriguez and Jim Campbell
HOLT employees stand in the San Antonio warehouse beside pallets full of decorated shoeboxes donated to the United Way of San Antonio and Bexar County this year's kickoff of HOLT's United Way campaign.
Young Professionals of Caterpillar South Texas Chapter Tours HOLT
Peter J. Holt, Executive Vice President/General Manager, and Paul Cosper, Industrial Engine Business Manager-Irving, welcomed 35 guests to the HOLT Training Center on June 3 for the inaugural meeting of the South Texas Chapter of Young Professionals of Caterpillar Employee Resource Group. Peter provided opening remarks, advice on careers, and insight on his corporate journey. The group was provided with a company overview, including two HOLT videos: "Tough Work" and "Ben Holt and Caterpillar," and tours led by Bill Bordelon, Vice President Service, and Brandon Acosta, Machine Regional Service Manager. Feedback from the event was overwhelmingly positive and many remarked on the similarities in values between HOLT and Caterpillar. Contributed by Paul Cosper
An antique, diesel-powered, Caterpillar Buckeye Trencher was part of a group of equipment that needed to be relocated due to the headquarter's expansion. Rather than simply relocate the trencher to another location on the property, the equipment was donated to the Texas Early Day Tractor and Engine Association in Temple, Texas, where it could be viewed and appreciated by many.
Various HOLT departments including transportation, custom products
welding, facilities maintenance, and HOLT Crane and Equipment, combined their expertise to safely separate the massive trencher wheel from the tractor so that both could be loaded onto separate trucks. The tractor and trencher were delivered in June to the association show grounds in Temple.
Contributed by Joe Carreon
HOLT CAT Presenting Sponsor at TACA Annual Meeting
HOLT CAT was the presenting sponsor of the 2016 Texas Aggregates and Concrete Association Annual Meeting this summer. Peter J. Holt, Executive Vice President/General Manager, welcomed attendees at the three-day event.
Contributed by Sabine Fritz
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july/august 2016
Local News
conversations
Little Elm
Safety First
After a change to the stock trucks, the Little Elm store had a safety concern about slippage. Employees noticed that when it rained, the dock plate was very slick, which had not been an issue prior to the stock truck change. The loading plate of the stock truck had to lean more forward, and the fork lifts were having traction issues.
This was recognized as a safety opportunity and brought to the attention of Tracy Brockette, Parts Manager 2– Little Elm. Initiating change, they decided to purchase some safety track tape and apply it to the dock plate to alleviate the slippage issue.
Little Elm Drive Benefits Police Department and Habitat for Humanity
At Little Elm, LeCat (Little Elm Com- munity Action Team) has initiated sev- eral joint efforts within the community. The store has participated in a stuffed animal drive for the Little Elm Police Department, donating over 50 stuffed animals, and a construction project for Habitat for Humanity.
Little Elm Employee Becomes United Way Leader on Loan
To further the partnership with United Way, Devin Stuckey, Parts Counter Lead–Little Elm, has become the Leader on Loan for the United Way of Denton County.
Leaders on Loan learn about critical needs across Denton County and the collective impact work to meet those needs. In this role, Devin attends United Way Meetings and reports back to LeCat.
Stories contributed by Tracy Brockette.
Victoria
Victoria Has a New Facility!
Located at 11601 US HWY 59 N, just around the corner from the old location, the new facility has approximately 25,000 square feet. Along with plans to use the old facility as overflow, we have plenty of room to grow. Employees from Victoria, Corpus Christi, and San Antonio devoted their Valentine's Day weekend to move Parts, Service, and Sales into the new facility. With a coordinated effort and great communication from all, we had a safe and accident-free move! Contributed by Brandon Guerra
Eagle Pass
Mining Teamwork Delivers!
Many departments and stores worked together to deliver a new machine for Camino Real at the Eagle Pass Mine ahead of schedule. The Cat 6040 Front Shovel was ready and working three weeks before the deadline. Great job to everyone involved! Contributed by Frank Lucio
Cleburne
(l-r) Greg Cauley, Jessica Brenton, Shantia Shaver, and Bryon Nichols at the event.
Cleburne was a sponsor at the 2016 Cinco de Mayo event May 7 in Cleburne. The Service, Parts, and Sales teams handed out hats, koozies, and information about HOLT CAT Cleburne. Contributed by Greg Cauley
HOLT CAT
is on Social Media!
You are our eyes
at jobsites, trade shows, and community events.
E-mail photos and a short description of events you are participating in and we will share them: [email protected].
/HOLTCAT @HOLT_CAT
@HOLT_CAT
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july/august 2016
Local News
conversations
10
Longview
Truck Shop Receives Coveted Safety Recognition
Longview Truck Shop received the Bronze Safety Recognition Pin in May for counting 500 days without a recordable injury, not exceeding five near-miss reports, and being current with all on-line safety training. All truck shop employees received a Zero- Accident pin and enjoyed a pizza celebration. Contributed by Jannina Montano
(front, l-r): Justin Henderson, Wallace Arden, Aaron Kitchen (back): Randy Porter, Scott Smith, Sean Matlock and David Wooten.
HOLT Babies!
Congratulations to Matthew Reynolds, Parts Warehouse Supervisor-San Antonio, and his wife, Jessica, on the birth of their son, Carson Joseph, on June 8.
Arthur Christy, Product Support Major Account Rep- San Antonio, and wife Nancy Christy, Accounting Manager 3, welcomed granddaughter Jade Carley, born July 5. Proud parents are the Christys' daughter, Jessica, and her husband, Jeremy Carley, both former HOLT employees.
Ed McCrumb, Product Support Sales Rep- Victoria, is pleased to welcome his new granddaughter, Emily Elizabeth Santhoff, born July 11, to Ed's stepson, Justin Santhoff and his wife, Latisha.
Mark Albus, Warranty Claims Specialist-San Antonio, and his wife, Lisa, are pleased
to announce the arrival of their granddaughter, Madison Noelle Albus, on July 29,
when Madison (aka Madi) was adopted by their daughter, Tiffany Albus. Madi came
9
into Tiffany's life at the age of four weeks old as a foster child and turned two in June.


july/august 2016
Enterprise News
conversations
A few years ago, we conducted a comprehensive brand study and interviewed dozens of small- and medium-sized contractors to ask their perception of our compact construction equipment (think skid steers, mini- excavators, and backhoes) and what attributes they want most from their heavy equipment dealer. Through focus groups, the participants read, reflected on, and ranked two dozen messages from #1 to #24, with #1 being the most important and subsequent messaging ranking to the least important.
While I can't remember the last dozen or so least important items, I vividly remember the top three brand messages that were most important to the customers interviewed. These were the top perceptions or priorities they reported they look for from the manufacturer or dealer when choosing compact construction equipment:
#1: Caterpillar is an aspirational brand that customers want to move up to.
#2: An ethical dealer is a rarity and who customers want as a business partner.
Getting it Right
By Edward Craner, Senior Vice President - Strategy & Marketing
#3: Technical insight, understanding, and advice are what customers rely on from their dealer.
Price, availability, store location, and technology all fell below these three bellwethers. Financing programs, shiny new stores, and yards of inventory, while all important, didn't make the top three. That's why it's great being a Cat dealer. Better yet, a Cat dealer embedded in a strong, values-based culture with world- class technicians, parts personnel, and technical training. The world's most recognized heavy equipment brand, backed by the HOLT name in one of the most thriving economies in the North America. Not too shabby.
As we go through our day, let's join together in remembering these three fundamental items our customers are looking for from HOLT. If we keep them front and center, the rest will fall into place.
FUN FACTS Parts
300,000+
line items maintained in local parts inventories.
98%
of parts orders are filled overnight using our
Express Parts System
90 Days at HOLT with Beki Webster
Beki Webster, Vice President of Human Resources, has been on the job for three months during a very busy time for her team.
"My first 90 days have been incredible! I have been impressed by HOLT's people, mission, and commitment to excellence. I grew up in San Antonio and am so pleased to have the opportunity to be part of the leadership team at such a pivotal time," said Beki.
Having spent about twenty years in aerospace and defense, Beki is familiar with industry downturn and bureaucracy. She notes, "HOLT is uniquely positioned for agility as the market shifts given our size, brand
recognition, historical performance, and our leadership conviction to do the right thing for our people and business through challenging times. When I agreed to lead the human resources team I also committed to making HOLT the employer of choice in our industry."
Beki has spent time meeting the people of HOLT, visiting customer sites, learning the business, and assessing the teams responsible for human resources, and safety and security. Her teams developed a shared vision and mission that will help focus on key areas, including talent and organizational design, best practices, manager training, and the new employee experience. With the help of the Continuous Improvement team, a few small work groups are designing new materials to support these areas with plans to have new programming rolled out later this year.
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july/august 2016
Customer Experience
conversations
A missed phone call, an unanswered email, taking 2-3 days to respond to an issue: all of these can potentially mean lost business. Communicating well in the workplace is a necessity. Many of us rely on others to get our job done. If just one person is uncooperative, our process slows down.
If we don't communicate well internally, we won't do a good job of communicating externally. Our customers tell us we have room for improvement! Time and again we hear that we're not all owning it. "Own it. It's Your Moment" has to be at the heart of all we do here at HOLT. We depend on each other to get the job done. What gets in the way?
A blog by an accounting software company reports there are 27 reasons
HIGH 5 Road Heroes
John Boyd, Field Service Tech-Irving West, and Atanas Chiwaya, Technical Services Tech-Irving, got big compliments in an unlikely way. Often, the safety number on HOLT trucks is used for complaints. In an incoming call to the safety number, a driver called in to compliment John for driving safely and very well in the Dallas area. Another caller, from the Fort Worth area, wanted to send a positive message, citing Atanas for safe and courteous driving. As rolling billboards for our company in the community, these drivers' actions well represent the best HOLT values on the road. Here's a HIGH 5 for John and Atanas!
Contributed by Tammi Moody
why communication in the workplace fails. Here's a peek at a few of the reasons and tips on how to deal with them:
1. Delivering inconsistent messages.
Nothing is surer to frustrate than being told to do X on one day and then the exact opposite on the next day. Clearly state the strategy and the reason behind a reversed decision, people will be more accepting.
2. Covering up mistakes. In a professional environment, there's no excuse for lying. If you make a mistake, own up to it. People respect someone who admits they're sometimes wrong and are willing to learn from mistakes.
3. Letting people down. Wasting other people's time causes resentment.
Safety Matters
This spring in Irving, Billy McGaha, Lead Technician; Craig Figures, Shop Service Technician 6; Bradley McGinnes, Lead Welder; and Tony Sanchez, Shop Service Technician 2, were observed having a high level of productivity and an obvious safety culture while working in the Power Systems Packaging shop during a high volume work period.
As the team worked on a Tier 4 frac trailer, everyone present wore the appropriate PPE, including harnesses that were inspected before use and secured while working from an elevated position. Way to take advantage of this safety opportunity!
Contributed by Nick Davis
Contributed by Gary Wiatrek
Is Anybody Out There?
By Denise Herrera-Wieters, Customer Experience Manager
If someone asks you for help, you should either assist or clearly explain why you can't.
4. Failing to set clear deadlines and instructions. Most people are juggling many projects and it'll help if you're clear about what you need and when. When you want something completed by a certain time, you must make this clear to the person you're asking.
5. Reacting badly to requests. You don't want people to become wary of asking for your help, or even start avoiding you. Even if you're incredibly stressed, keep in mind how you react to requests.
Our livelihood, and that of our customers, depends on us all. It sounds a bit dramatic, but it's true. Effective communication is a key to our success. Think on it as you go about your day- to-day tasks. How does what you do affect how others complete their jobs? With clear, open communication, we can work together to satisfy our customers.
Values in Action
Chris Standridge, Transport Dispatch Coordinator-San Antonio, saved the day one recent Friday at closing time. Camino Real awarded HOLT a sizeable repair job late that day.
Kevin Fite, Service Manager-Kilgore, assembled the help and tooling required to start early on Saturday; however, shipping the needed materials to Eagle Pass turned into a major challenge. When Chris learned of the situation, he went into action and arranged a flatbed to deliver the material to the customer, keeping the repair and putting the mine back to work as scheduled. Thanks for demonstrating our values!
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july/august 2016
Service Awards
conversations
Jeff Adams (10) San Antonio
Kelly Aguilar (20) San Antonio
Larry Aldridge (20) Longview
Kelvin Anthony (10) Irving
Michael Berry (10) Longview
Bradley Bjork (10) Longview
Lori Bunger (15) Irving
Crawford Coke (35) Longview
Frances Dominguez (5) San Antonio
Richard Graves (5) Waco
Tim Blume (5) Longview
Chris Boley (35) Irving
Kevin Boydstun (20) Irving
Craig Brehm (5) Irving
Curtis Brown (20) Longview
Dudley Calhoun (20) Irving
Dejuan Carter (5) Irving
Debra Ceeko (10) San Antonio
James Chesser (35) Irving
Charles Clement (5) Cleburne
Bill Cowart (10) Irving
Caleb Duello (5) Irving
Kim Cross (25) Waco
Elisa Ellington (5) San Antonio
Bryan Debrick (5) Cleburne
Gerald Fey (20) San Antonio
Charlie Deck (5) San Antonio
Christine Fiscus (5) San Antonio
Marc Decker (5) Irving
Jeff Flanagan (10) Longview
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july/august 2016
Service Awards
conversations
Justin Griffin (5) San Antonio
Adam Haby (20) San Antonio
Timothy Hardeman (5) San Antonio
Alex Huerta (5) Kingsville at LaOruga
Kimila Jones (15) Longview
Cody Miller (15) Waco
Korrin Reynolds (5) San Antonio
Keith Hare (5) Dallas
Bryan Hawthorne (15) Irving
Jason Hughitt (10) Waco
Dan Kepper (5) Little Elm
Julio Moctezuma (5) Longview
Leon Ricard (5) Irving
Sylvia Herrera (5) Irving
Adam Jetter (5) San Antonio
Kelton Lilley (10) Little Elm
Gordon Moon (10) Waco
Steve Holliefield (35) Waco
Casey Jones (10) Irving
Alan Lindow (15) Longview
Aron Mosty (10) Irving
David Hoes (25) Cleburne
Tom Hughes (5) San Antonio
Kelly Jones (5) Kilgore
Cecilia Junell (35) Irving
Kyle McDaniel (5) Cleburne
Jason Miller (10) Irving
David Newton (5) Irving
Jeff Rhodes (10) Irving
Roland Rodriguez (25) Waco
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july/august 2016
Service Awards
conversations
Cary Rust (10) Kilgore
Ozzie Sandoval (5) San Antonio
Jeremy Sederholm (5) Irving
Jeff Tiller (5) Longview
Dave Wooten (40) Longview
Jake Shaw (10) Dallas
Jeff Skaggs (15) Dallas
Kendrick Smith (5) Irving
Juan Tapia (5) San Antonio
Michael Taylor (20) Irving
Chris Tompkins (5) Waco
Ray Tschoepe (30) San Antonio
Rick Valdez (15) San Antonio
Ariel Vasquez (15) Irving
Dennie Wagner (35) San Antonio
Carolyn Wright (35) Waco
HOLT's Tuition Reimbursement
Program Tops $670,000!
Did you know that as a regular, full-time HOLT employee you're eligible for tuition reimbursement? Whether you're pursuing a degree program or continuing education, financial assistance is available. In fact, since the program began in 2002, HOLT has reimbursed over $670,000 to employees taking classes!
Under the program, financial support is offered to pursue college-accredited courses to enhance your current skills, or some other business-related area in the company. Regular full-time employees are eligible for tuition reimbursement following six full months of continuous employment. If you're following a degree plan, you may be reimbursed up to $4,000 per year; for continuing education, up to $2,000 per year. To seek reimbursement, you must have a grade of C or better as an undergraduate student or a grade of B or better as a graduate student.
Contact the Human Resources Department for full conditions and more information.
Years
2002 2003 2004 2005 2006 2007 2008 2009 2011 2012 2013 2014 2015 2016* *year to
# Amount
34 $36,552 36 $43,716 31 $49,681 24 $43,459 17 $36,827 32 $54,511 36 $71,638 29 $63,527 11 $25,621 16 $42,622 26 $63,877 25 $59,699 24 $43,286 15 $35,123 date
HOLT's offices will be closed for observance of the following upcoming holidays:
Labor Day:
September 5, 2016
Thanksgiving: November 24 & 25, 2016
Christmas:
December 26, 2016
New Year’s: January 2, 2017
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Photos contributed by: Don Hardwick (Waco), Steven Huedepohl (San Antonio), Stephanie Lilley (Little Elm), Desma Norris (Longview), James Ray (Irving), Carolyn Wright (Waco), Shantia Shaver (Cleburne)


july/august 2016
conversations
P.O. Box 207916, San Antonio, TX 78220-7916
ADDRESS SERVICE REQUESTED
PRESORTED First Class Mail U.S. Postage PAID Permit No. 720 San Antonio, TX
assigned stores to improve communication, update LMTs and employees on organizational decisions, and solicit feedback.
3. We are investing in resources to improve how we conduct performance evaluations. New processes, training, visibility, and accountability will help ensure employees receive a fair and timely performance evaluation. We are also focused on addressing overdue performance evaluation situations.
4. A new project has been
launched to clarify the
difference between job levels
and the development
requirements for
progression. All roles require
certain skill sets and have
varying levels of
advancement opportunities. We believe clarifying these areas will help employees more effectively manage their careers.
5. Newoperationaltraininginitiativesareunderway. Classes like Interviewing Skills, Performance Evaluation Training, Financial Acumen Training, and Retaining High Performers will be available this year. Along with the tuition reimbursement program and the offerings from ProTech and HDSI, we believe these resources will better prepare employees for future leadership positions and improve the effectiveness of current managers.
6. Our New Employee Experience initiative will redesign how we welcome, onboard, build core competencies, and clarify career paths on day one of employment.
7. Wewillcontinuetowork
to make technical training opportunities more available.
Career development is
important for each of us. We
are partners in this business,
and we want to make sure
each individual has the tools
and clarity to chart their own careers.
8. We will continue to make investments, in tooling, facilities, and other areas, to provide legendary service to our customers and create a fulfilling work environment.
Employees Making the Choice to Put Customers First
Since January 2014, HOLT’s parts and service employees have been recognized with approximately 900 Customer Choice Awards and 4,600 Customer First Awards through the HOLT Values Work Employee Recognition Program. The award program is tied back to our customer transactional survey program which helps us measure customer loyalty and satisfaction.
In the Next Issue of Conversations:
United Way Campaign in Full Swing
The Value of Safety
"If I am in charge of my career development, I need to be allowed to grow and make decisions without being micro-managed."
"The great thing about HOLT is that there is always someone available to teach and coach."
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