Conversation Jul / Aug 2017

conversationsJULY/AUGUST2017
NEWS FOR HOLT EMPLOYEES AND THEIR FAMILIES

We Heard You! 1,300 Employees
Share their Ideas, Questions, Praise, and Concern

The Results of the 2017 VBL Employee Engagement Survey

Each year, Holt Development Services to everyone on our team. We’re grateful skills. “Developing “My manager and I
Inc. (HDSI) facilitates our Values Based that over 1,300 employees shared their superior skills and have sat down
Leadership (VBL) Employee suggestions this year. abilities” is a key several times to
Engagement Survey. It’s an opportunity part of our VBL
for every employee to share their Peter: We personally read every culture. We need discuss my career
thoughts about our company – from comment. There are always a few to continually development. He has
alignment with our culture to employees who say their opinions don’t develop our skills
operational issues including safety, matter. The truth is we care very much to remain some good
customer service, and productivity. This about what employees think. suggestions.”
year, employee feedback centered on
safety, personal development, the vision competitive and provide our customers
for the future, being an employer of
choice, and employee job stress. Dan: What were the top trends you saw the best service possible.
in this year’s survey?
Dan: What were some areas of concern?

Corinna: We’re Peter: We saw several requests for more
clarity on our organizational vision and
Dan Norris, Director of Training- very pleased that “It’s important to strategy, specifically in regards to the
San Antonio, recently sat down with employees reported practice safe work future. Of course, we’ll always be
Peter John Holt and Corinna Holt more encourage- habits within your committed to our VBL culture and
Richter to ask some questions about ment, action, and daily routine. If you ensuring HOLT is a safe place to work.
the 2017 Employee Engagement communication get lax, you could We want to make HOLT CAT the
Survey results. about safety. While number one dealership in the world.
we still have a lot of suffer an injury
work to do, it’s ex- whether it’s big

or small.”

Dan: Why is the VBL Employee citing to see everyone rise to the chal- Corinna: You’ve probably seen the recent
Engagement Survey important to you?
videos where Peter
lenge of improving our safety culture.
Corinna: The and I outline our “I understand the job
“Everyone keeps each survey lets us know Thank you for the efforts keeping every- vision for the I perform but if there
other in check. If what’s working, future and our are actual strategic
something is being what isn’t, and what one safe! nine themes.
done that could be needs to be Expect to see more goals that my
completed more changed. We Peter: That’s exciting, isn’t it? Along about these themes supervisor is aware
believe it’s with the progress around safety, we saw in the coming
safely it is brought to important to listen a significant increase in employees who of they have
the individual’s reported developing their technical, not been shared.”
attention.” safety, communication, and leadership
months. Our goal is (continued on page 3)

INSIDE P2 Safety P4 Go Green | Living History P5 Most Interesting Person | Tale of Two | Three Things to Know
P6-9 Local News P10 HOLT Retirees & Babies, Employee Referral Program P11 We are HOLT P12 Customer
THIS ISSUE Experience P13 We Are HOLT P14-15 Service Awards

conversations Safety News july/august 2017

always take a moment to think through

Safety is Everyone's Business the risk and develop solutions that will
keep you safe. Consider the impact of

your decisions and how they will affect

By Jeff Stewart, those around you.

Director of Safety After rereading the message several
& Environmental Culture times, I thought about those goals, what
they mean to me and for HOLT. I was

reminded of a quote by Henry David

A few weeks ago, after a particularly Safety is everyone’s business, and to Thoreau, “What you get by achieving
frustrating day on June 29, our safety achieve zero injuries safety first must be your goals is not as important as what
efforts for the month of June were the norm. We expect that every person you become by achieving your goals.”

seemingly in vain. In one eight-hour in our company makes safety their By working toward achieving our goals

period, 13 of our co-workers and friends number one priority. Nothing is more we all become better versions of ourselves

were injured on the job, several of whom important than returning home safely and HOLT becomes a stronger

require continued medical treatment. each evening and in the same condition organization. Our influence on safety

We sent a safety message after the you arrived at work that morning. Every and health today will leave an impact

incidents as a reminder of how quickly member of HOLT is tasked with taking for many generations of HOLT

any of us can jeopardize our own safety personal ownership of his or her own employees to come. We all have an

and health or that of our co-workers safety and the safety of others. opportunity to be part of something

with just one wrong decision. It was also Your safety and that of your co-workers larger than ourselves.
sent to challenge each of us to evaluate should be a value beyond compromise.
our commitment to the company’s safety You should always beware of trading Please take a moment to re-evaluate your
goals and to those who report to you. safety for other priorities; it is not worth commitment to safety and to consider
how you can best represent and

I AM HOLT represents the best qualities the risk. Prior to beginning a new task demonstrate I AM HOLT!

in each one of us. It embodies a

workplace where we can set aside our

differences to achieve a common goal. (Power)Pointing the Way to Safety First
Together, we aim for zero injuries, and
keeping each other and our work

environment safe and healthy. Brad Brown, Service Manager 5-San Antonio, took charge of safety when

he went above and beyond to ensure safety was at the forefront of his shops.

Do you have After a recordable incident where an employee cut corners to finish a project
a great idea for a story? early and was injured, Brad took it on himself to develop a PowerPoint
presentation outlining the who, what, when, where, and why, along with a
Send suggestions to breakdown of the root cause.
[email protected]

Editorial Board: Jeff Stewart, Director of Safety and Environmental Culture, said, “Brad
Michelle Allen Brown exceeded expectations and performed a very thorough incident
Debbie Boren investigation.” The thoroughness aided in the communication process to
Daria Galbraith the Safety Department, as well as leadership concerning the incident.

Alexandrea Trujillo This kind of effort models our safety first culture and can help us get to the
Denise Herrera-Wieters ultimate goal of no injuries and accidents.

Writer: Shelley Galbraith
Design: ©LMW Design Group

Deadline for next issue: “Thankful that HOLT CAT's focus on hand safety has made
September 8 me more conscientious and safe at home!”

2017 HOLT CAT -Guy Clumpner, Chief Development Officer, via LinkedIn

2

july/august 2017 conversations

Employee Survey (continued from 1)

“I feel overwhelmed to communicate Peter and I are very grateful to work with If in doubt, reach “I have told people if
at times and cannot openly about the outstanding professionals. out to your they find the perfect
collective supervisor, HR, or
always explore challenges we face Peter: I’d like to ask everyone to look HDSI. Again, place to work at,
career and where we’re for ways to share positive news, please let me know.
going in the future. celebrate victories, and find fun ways
opportunities.” to bring your department and store thank you again I haven’t but HOLT
together. Ask yourself, “What can I
personally do to help my team have for all you do – we comes real close.”
more fun and enjoy coming to work?”
And, each store’s executive representative We can have fun and be highly are blessed to have
productive at the same time, can’t we?
will be planning a visit this summer to you on our team. We have a great

share more about our company strategy, future ahead of us. As our grandfather,

specific survey data from your store, and B.D. Holt, often says, “The best is yet

answer any questions. to come!”

Peter: Another thing we heard in the Refreshing Rewards
survey was the pressure some are
experiencing. Stronger competition, We’re pleased to announce some exciting changes to our HOLT Values
changes in customer business Work Employee Recognition Program. Feedback from our recent
preferences, growing demand for lower Employee Engagement Survey reported a need for a “program refresh.”
profit products, and the financial
commitments involved with facility Bert Fulgium, Senior
investments are requiring greater Vice President Product
revenue and profitability. That Support, recently
sometimes leads to difficult decisions, approved a
stress, and additional work. We know it program
isn’t always easy, but together we’re upgrade for our
building a better future for all of our Customer
families. Tough times never last, but Choice and
tough people always do. Thank you for Customer First Awards which are all tied to our transactional survey program
your help reducing expenses, capitalizing administered by a third party vendor.
on new business opportunities and
sharing innovative ideas. A Customer Choice Award is tied to a good job mention for a HOLT
employee from a customer during the survey process. The Customer First
Corinna: Some of your shared ideas will Awards are calculated from Promoter Surveys. For each 9 or 10 survey
be implemented to improve score, employees are recognized and receive an award. The updated program
communication, facilitate inter- began with our June awardees.
departmental teamwork, and build more
trusting relationships. Our goal is to Caterpillar requires all dealers to participate in the transactional survey
focus more on customer needs than program to gather feedback from our customers. Survey scores are tabulated
arguing about coding expenses. each month to calculate our Net Promoter Score (NPS) – a measurement
of customer satisfaction and loyalty. Currently, our NPS is 81.58% and
Dan: What final thoughts would you higher than our 2017 goal of 80%.
like to share?
Surveys are conducted for all Parts and Service (Field and Shop – all
Corinna: Please look for ways to divisions), Rentals, and PSD Sales. More information and lists of awardees
can be found on the HOLT Intranet Page in the HIGH 5 Heroes section.
genuinely praise others. We’re all
3
“I have working very hard
recommended HOLT – it’s important to
to others as a good take time to show
place to work. For all meaningful

the criticism I may appreciation for
offer, it’s the best job everyone’s
contributions.
I’ve ever had.”

conversations Feature Stories july/august 2017

HOLT Hosts 36th Annual Retiree Party

HOLT hosted the 36th annual Retiree Maydell Brownrigg (center), pictured here at the1995 party, established the retiree party as a way
Party in late March in appreciation of to keep in touch with HOLT colleagues.
former employees. Held at the HOLT
CAT Training Center, the retiree party event usually held on one of the last old friendships, reconnecting, and
boasted nearly 75 retirees with 25 or weekends in March. reminiscing.”
more years of service, who enjoyed a
luncheon, door prizes, and giveaways Tommy Murray, Director of Records The luncheon is currently held for the
while reconnecting and revisiting the Mgmt.,-San Antonio, is an employee of 44 southern region of HOLT Companies.
company they helped shape. years at HOLT and a former retiree party This popular HOLT tradition is an
planner. He noted how the attendees’ appreciated example of the company’s
Established in 1981 by Maydell enthusiastic chatter and conversations were commitment to its employees.
Brownrigg, one of the first people to so loud that it was often difficult to get the
retire from Holt Machinery Company, attention of the guests to tell them that it A huge thank you to Tommy Murray
the very first retiree party aimed to help was time to eat. “I always hate to interrupt and Connie Zaiontz, PSD Rental Admin
Maydell maintain relationships with her them,” he said. “They are catching up on Manager-San Antonio, for providing
former colleagues and company. information and photographs.
Sponsored originally by Holt Machinery
Company and later graciously supported
by Allyn Archer, HOLT supplied
different types of barbecue while
everyone brought side dishes to share.
The gathering originally met in a
community center in the Indian Hills
trailer park, not too far down the road
from today’s HOLT CAT San Antonio
corporate office, and became an annual

Tell Us About Your Go Green This Summer
Experience.
Do Your Part for the Environment
How are you exemplifying a values-driven
culture? What have you done to help us With the Texas summer in full swing, you’ve got some free time and hot
become the employer of choice? Are you days ahead of you. This means time off to spend with family at the beach,
known as a leader in a community in lake, river, or anywhere that has water to cool off. Here are a few tips to
which we operate? Know a co-worker stay green during the summer time.
who models a safety first culture? Let us
know your story and be featured in an 1. Find local activities with low environmental impacts like a trip to the
upcoming issue of Conversations. park, zoo, or beach, a baseball game, or a hike through the woods. Time
spent with family is a great way to catch up and have fun. Picking up a
book and relaxing in a chair is another great way to leave a smaller footprint
behind.

2. Cut down on the use of fossil fuels, which leads to significantly reduced
levels of pollution and resource depletion. Buy veggies, meat, or other
products from your local farmers' market for your barbeque.

3. Invest in a solar-powered charging device. Whether you are at the beach
or on the go, you’ll be able to run and recharge on your devices anywhere
with little wasted electricity.

4

july/august 2017 Feature Stories conversations

The Most Interesting Tale of Two
Person at HOLT
Here we have a tale of two. Not so different from me or you. Look below, and search
“He saves lives for clues. Can you tell whose tale is whose? Answers are on page 6.
in his spare time”
J.K. Baxter 1) What is your favorite (current or all-time) song?
Billy England, Regional Safety and Senior Vice President of a) Present Tense by Pearl Jam
Environmental Rep-Irving, is the most b) Whiskey River by Willie Nelson
interesting person at HOLT. Machine Sales
After heading back to college a couple 15 Years of Service 2) What was your first car?
of years ago to study fire science a) Chrysler Lebaron
technology, Billy became interested in Brad Bjork b) 1972 Ford Pickup
an EMT program, which he completed Parts Manager 4
with his brother. In addition to his job 3) What app do you use most often?
at HOLT, he is a paramedic for Texas Longview a) Reddit
Health Resources and works a long shift 11 Years of Service b) Google Maps
at least once a month.
In April, after bad storms and tornadoes 4) What is a fun fact about yourself?
in Canton, Billy spent the night at the a) I was once an official “Geoffrey the Giraffe”
Athens hospital assisting with triage for b) Had a job roofing houses for a while (a long, long
victims of the storm. He said a relative
of a HOLT employee was injured in the time ago)
same storm.
“I traveled a lot in my last job,” notes 5) What hobbies do you have?
Billy, “so, I am happy to work closer to a) Teenager taxi, home improvement projects
home now. I work as an EMT on b) Shooting /hunting, spending time with family,
holidays and weekends to allow others
to have time with their families.” volunteer work
Thank you, Billy, for your service and
for your dedication to others. 6) What is your favorite meal?
a) The last one shared with family and friends
Do you know an interesting b) Shrimp enchiladas from Aldaco’s
person at HOLT?
Three Things to Know
Send information to
[email protected] About HOLT IT

1 In the past year, they’ve processed over 40 million emails.
33 million (83%), after being deemed as spam, were
quarantined and discarded.

2 30,000 calls to the service desk were resolved in the last year.
3 Nearly 100 enhancements to our software and hardware

infrastructure were delivered in the same time frame that nearly
600 attempts to infect our servers and computers were blocked.

5

conversations Local News july/august 2017

Waco Little Elm

Incredible Customer Service LECAT Team (l-r): Dan Wright, Jennifer Dodson, Carrie Pope, Jillian Lellis with Ashley Beverly of
the Denton County Veteran's Center help local veterans get connected.
Robert Panter of Western Dredge and
Supply Co. had an unparalleled customer LECAT Gives Back A huge thank you to Jennifer Dodson,
experience with HOLT CAT in Waco. Service Coordinator 1-Little Elm, who
After one of Robert’s customers in the The Little Elm Community Action Team arranged the donations of the computers
Houston area had the turbo on their C15 (LECAT) has been working with the with IT and set up the drop off and tour
industrial engine go down, they called Denton County Veteran’s center to help of the facility, and to all others involved,
Mustang Cat and were told there was a local veterans get connected with local including Carrie Pope, Sales
part located in the distribution center health and human services. With the Coordinator 1-Little Elm, Jillian Lellis,
in Waco and it could arrive in Houston help of the IT department, LECAT Senior Data Analyst-Little Elm, Dan
by Monday. However, Monday passed, donated three computers to the Veteran’s Wright, Technical Communicator-Little
and there was no sign of the necessary Center. The computers will help the Elm, and Ashley Beverly with the Denton
part. Mustang Cat told the customer that organization provide job searching and County Veteran’s Center.
it was in the system, but that it could not computer skills training for the veterans.
be located. Contributed by Jillian Lellis

Robert called the HOLT parts counter
on his customer’s behalf. Michael
Ashley, Parts Counter Sales 2-Waco,
found the part in the system, informed
Robert of his options, and had the part
sent to him within a few hours. Michael’s
example of efficiency and legendary
customer service is what sets HOLT
apart from the competition.

“I had the turbo in my hand in six hours
from when I first called Michael,” said
Robert, adding, “My customer was
floored. I have to say that I am extremely
impressed with Michael and his
willingness to get the job done.”

Corpus Christi exceptional job of providing system Leadership from the Texas State
startup and testing. Aquarium and Fulton Construction both
Generators for the Aquarium indicated their appreciation for the effort
Tom Angotti, EPG Business Manager- that went into this project. Thanks to
HOLT Charities coordinated with HOLT San Antonio, wants to thank everyone the whole team who had a part in
Power Systems to supply a Caterpillar involved with the project. “This project assembly and installation of the
packaged generator set and an Automatic had many moving parts and required generators and for the contribution
Transfer Switch to the new Texas the expertise and input from everyone which greatly supports the local
Aquarium Caribbean Expansion to be successful. The team’s actions community of Corpus Christi.
Building. The startup team did an exemplify the culture that sets us apart
from our competition.” Contributed by Bruce Weidner

Answers to Tale of Two on Page 5: 1)(a) Present Tense by Pearl Jam (Brad) (b) Whiskey River by Willie Nelson (J.K.) 2)(a) Chrysler Lebaron
(Brad) (b) 1972 Ford Pickup (J.K.) (3)(a) Reddit (Brad) (b) Google Maps (J.K.) 4)(a) I was once an official “Geoffrey the Giraffe” (Brad)
(b) Had a job roofing houses for a while (a long, long time ago) (J.K.) 5)(a) Teenager taxi, home improvement projects (Brad) (b) Shooting
/hunting, spending time with family, volunteer work (J.K.) 6)(a) The last one shared with family and friends (Brad) (b) Shrimp enchiladas from
Aldaco’s (J.K.)

6

july/august 2017 Local News conversations

San Antonio Cleburne

Retail Customer Experience Customer “Rico Banks” (Jason Smith) asks the Highway Hero
Process “Retail Sales Associate” (Reese Atkinson) questions
about his landscaping equipment purchase in a Karen Randall,
Jason Smith, Director of Customer mock financial transaction to practice the new Director of First
Engagement-San Antonio, Reese Retail Customer Experience process. Impressions-
Atikinson, Retail Account Manager- Cleburne, knew
San Antonio, and 10 other HOLT something was
employees gathered to run a walk- wrong when she
through of a financial transaction for saw an elderly
the Retail Customer Experience. The woman pull
walk-through brought together onto Highway
several departments across HOLT as 67 in front of a
they prepared to deploy the new sales dump truck,
process in our three pilot locations. causing it to run into a ditch. Karen followed
Learn more about our Retail the woman down the highway, and pulled
Customer Experience on page 12. up next to her at a stoplight. She noticed that
the lady was wiping her eyes, as the wind
Contributed by Edward Craner was making her eyes water. Karen offered
some safety glasses to her from the car
Serving the Community of La Vernia window, which the woman accepted.

In July, Dianell Recker, Marketing Executive Assistant-San Antonio, was The woman informed Karen that she was
appointed to the La Vernia City Council. She served on the La Vernia Planning headed to Louisiana. Knowing that the
woman was traveling in the wrong direction,
& Zoning Commission for five years prior to her Karen called 911, concerned for the elderly
new position. She will be serving the community woman and fearing she might cause an
for a term of 12 months with the option of accident severely injuring someone or herself.
rerunning for the position in May 2018. After the police arrived, Karen headed back
to the store to complete her work day.
“My family has such deep roots in La Vernia, and
it has such a special place in my heart that I couldn’t The next day, Karen received a phone call from
pass up the opportunity,” she said. the Chief of Keene Police Department, who
gave her a message from the family of the elderly
Thanks, Dianell, for being a leader in your woman. The chief thanked her, stating that the
community! Contributed by Dianell Recker woman had dementia and had gone missing
from a Duncanville nursing home.
Longview
Thank you, Karen, for putting safety first.
Motorhome Rescue Despite potential consequences for coming
back to work late, Karen maintained her one
When a customer’s motorhome overheated in the midst of a road trip, goal, making sure that safety was a priority
Wallace Arden, Service Manager 2-Longview, and Scott Smith, Lead for everyone. Contributed by Josh Lindsay
Truck Service Technician-Longview, were dispatched to assess the
problem. After reprogramming and updating the ECM and changing A Reminder:
the thermostats, the vehicle was up and running in an astounding two We will be
hours and fifteen minutes. closed in
observance
The customers were satisfied and amazed about how quickly and of Labor Day
efficiently Scott and Wallace took care of their problem, stating that it on Monday,
was unbelievable how informative, professional, and friendly they were. September 4.

Great job, Scott and Wallace! Way to listen, own it, and deliver legendary
customer service! Contributed by Daria Galbraith

7

conversations Local News july/august 2017

Bridgeport replacement. Tom Lengefeld, Field would be able to fill the parts order
Service Supervisor 2-Irving, worked with completely and contacted Leon Richard,
Teamwork at Its Best Mark Engels, Service Manager 4-Irving, Parts Counter Sales 1-Irving, who was
to find a solution. At 5 p.m., Tom and on call, to fill the order.
Our HOLT CAT team in Waco, Mark found two technicians who would
Bridgeport, and Irving completed a huge set aside their weekend plans in order Thank you to all personnel involved
feat recently. to complete the job. They showed up in servicing this customer. This is an
with a “get it done one bolt at a time” example of HOLT’s incredible
When customer Walter Norris in attitude. Clint Ladd, Field Service Tech teamwork and commitment of sharing
Bridgeport found a crack and subsequent 3-Bridgeport, and Justin Cox, Field a mutual desire to succeed. This
leak in the transmission case of his truck, Service Tech 4-Bridgeport, worked all customer couldn’t have been happier
he contacted HOLT and learned that the weekend to replace the transmission, with HOLT and the response to his
necessary exchange parts were in stock torque converter, and coolers. This was machine. We strive for this kind of
at the Waco facility. no small feat and required the help of collaboration and legendary customer
Byron Graham, Parts Counter Sales 2- experience every day.
Bobby Hardin, Parts Manager 2- Bridgeport, who identified that Irving
Bridgeport, placed the order and tracked Contributed by Daria Galbraith
it to his store. The next day, the truck
was cleaned. However, no technicians
were readily available to perform the

Safe Summer Tips

Spending time outdoors is the epitome of Texas summers. However,
it is important to be safe and aware of your surroundings at all times.
The San Antonio Marketing Department has had the opportunity
to practice their hazard awareness the past few weeks. Here are some
quick tips so that you can have a safe summer.

1) Watch out for insects – Wasps, bees, and other stinging insects Photo contributed by Mike Colglazier.
are active during the summer months and stings can be life
threatening for those allergic. To avoid being stung, do not try to
kill the insects or remove the nest yourself; leave the area and warn
others of the location of the nest. If you are stung and are feeling
ill, or if you are allergic, be sure to seek medical attention. Some
stinging insects, like bees, are essential to the environment and can
coexist with humans. However, to avoid an incident, be sure to stay alert.

2) Watch out for wildlife – Recently one morning, HOLT employees found a coyote on the premises. It had got itself
stuck in a tree and expired some time over the weekend. Always be aware of your surroundings when working outdoors
and keep an eye out for wildlife. If you see a wild animal, go indoors if possible and call your local animal control officer.
Do not try to engage with the animal. Often when wildlife roam into populated areas they are looking for food and
water, especially in the summer heat. Coyotes are naturally timid animals and typically do not approach humans.
However, if they do approach you, practice something called hazing, a technique to scare away a coyote by making
yourself as big as possible and making loud noises.

3) Stay hydrated – Summer may be slowly drawing to a close, but the Texas heat is here to stay for a few more months.
Staying hydrated is key, especially during the summer. General fatigue, dizziness, nausea, weakness, and muscle cramps
are all signs of heat exhaustion and if ignored, can lead to heat stroke, which can be serious and require medical attention.
Drink plenty of water when working outdoors—up to six cups per hour—in small amounts frequently and avoid working
in the sun during the hottest parts of the day. Remember—if you’re thirsty, it’s too late! Keep yourself well hydrated,
be aware of others’ water consumption, and keep an eye out for signs of heat illness.

8

july/august 2017 Local News conversations

Retail Takes a Road Trip

A Retail Customer Experience (RCE) Denise Herrera-Wieters, Customer Harry Harris, Business Development Manager-
road show, conducted during a week in Experience Manger and Project Manager San Antonio, conducts product knowledge
July in Corpus Christi, Little Elm and for RCE -San Antonio, reported tracking training in Little Elm.
Waco, involved reinforcing compact is crucial for this project.
construction equipment (CCE) product Pemberton, and Landon Sibley.
knowledge, training on SalesLink, and “It will help us gauge our call and walk-
presenting new standard packages in in volume from our pull marketing Waco attendees included Holly Ragan
iQuote. Retail Sales Associates (RSA) in efforts. Most importantly, it will give us and Heather Wilson, Sales Coordinators
the three cities participated in the an almost immediate look at potential and new RSAs; Chris Berry, PSD Shop
training along with Sales Representatives sales volume,” she said. In tandem, Parts Coordinator and RSA; Mark
from each store location. Caterpillar will be closely watching RCE Gerik, Inventory Control Technician
sales to quantify their funding in our and RSA; Greg Jones, Regional Sales
Harry Harris, Business Development advertising efforts. Manager; Johnny Walker, AG Regional
Manager-San Antonio, spent the first Ops and Used Equipment Manager; and
half of each day training on the Kelly Kotara, Inventory Manager-San Sales Representatives Kevin Kirk, Bryan
numerous features that separate Antonio, conducted iQuote training with Taylor, and Brian Wilson.
Caterpillar CCE from the competition. sales representatives. She emphasized
He provided insight on the questions starting the quoting process in SalesLink Contributed by Denise Herrera-Wieters
that most customers ask when shopping and created a quote in iQuote with the
for a piece of equipment and shared his new standard packages. The packages,
vast knowledge of the sales experience. which Kelly created, changes a process
that used to take up to an hour and can
Mandy Turnbaugh, Marketing now be done in a matter of minutes or
Operations Manager-Little Elm, focused even seconds!
her training on the Sales Management
Process, and the need to enter all new Participating in the training in Corpus
Prospects and Leads into SalesLink. Christi were Jonathan Vu, Sales
RSAs are required to track all calls, walk- Coordinator and new RSA; Emily Dodd,
in traffic, and sales in SalesLink. Regional Sales Manager; as well as Sales
Representatives Travis Burnett, Daryl
Pruski, and Lonnie Rodriguez.

In Little Elm, Carrie Pope, Sales
Coordinator and new RSA; Benjamin
Davidson, Regional Sales Manager; and
Sales Representatives Scott Fowler, Ryan
Jones, Dustin Norris, Brent

Daria Galbraith, Marketing Intern-San Antonio, The Retail Customer Experience
gets familiar with the controls on a compact kicks off in late September in
track loader.
Corpus Christi, Little Elm, and Waco!

9

conversations Personnel News july/august 2017

Retiring Employee Referral
Program
Carl Riley - 22 Years
We need your help to find qualified Shop
Carl Riley began employment with HOLT in 1998 and Field Service Technicians for all
as a Truck Shop Service Technician. During his divisions within the organization!
employment he worked in both shop and field
service positions, and in 2000 was promoted to the Who’s Eligible? All HOLT employees,
night shift Lead Technician position. For several excluding service department managers
years, Carl served as a Rapid Response Technician and supervisors, managers from all other
for the Navistar International factory in Garland. company departments, and Human
He served as Truck Service Technician 3 for Irving Resources employees.
Truck Service at his retirement.
What are the Referral Rewards? A total
HOLT Babies! of $1,000 will be awarded to an eligible
employee who refers a Service
(Right) Congratulations to Adrian Technician hired at Level I, II, or III or
and Kirsten Spevak, Continuous a Truck Service Technician hired at Level
Improvement Project Manager-San I or II. A total of $2,000 will be awarded
Antonio, and new sister Emmaline, to an eligible employee who refers a
on the birth of Aaron Ryan Jackson Service Technician hired at Level IV or
on May 27. higher, or a Truck Service Technician
hired at Level III or higher.
(Below)Baby Charolette Corrine
Alaniz arrived on July 18, born to How does it work? Complete the
parents Adrian Alaniz, RAM-San Employee Referral Form, which can be
Antonio, and his wife, Erika. found on the employee Intranet under
Human Resources – Personnel, Policies,
Recruiting, and submit to Val Sanchez,
Talent Acquisition Manager-San Antonio.

Once a qualified applicant is hired, the
referring employee will receive one-half
of the reward within 30 days of the new
hire’s start date. The balance will be paid
after the referred employee completes
six months of employment and achieves
a documented performance rating of
Effective or better.

How much time do I have? The
Employee Referral Program will be in
effect until otherwise determined by
Human Resource Partners. Any change
in the program can be made at the
discretion of Human Resource Partners.

Feel free to contact Val Sanchez
(210) 444-8718 or Nicole Sgro
(210) 444-8719 with any questions you
may have.

10

july/august 2017 We Are HOLT conversations

Exemplify A the difficult times. Instead of waiting
Values-Driven Culture and watching what others will do or say,
we can confidently model what the
By Larry Mills values say to do. It takes leadership and
Executive Vice President commitment, but you will never go
wrong by doing the right thing.
“I am HOLT – Values Work,” a simple stories, values posters on the walls, and
statement that differentiates HOLT from values statements on the backs of our Our VBL culture creates an atmosphere
competitors. It’s our culture. It’s the way business cards help convey our belief in of sharing and caring versus one of
we perform our work together, “By doing VBL. But ultimately we must all be totally shaming and blaming. We can lift each
the right thing.” Since 1988, when our committed to behaving in alignment other up to perform at our best for our
values were first created, our five core with VBL, treating the values as if they coworkers, our customers, our vendors,
values have been the guidepost and were oxygen, not being able to breathe and our community. Imagine an
driver for all actions and decisions in without them. environment where we would like our
our organization. Our collective children to work – ethical, success,
behaviors build our values based Following the values is what puts “legs” excellence, commitment and dynamic.
leadership (VBL) culture, and it works in our legacy to pass on to future
best when we ALL unite and participate. generations of employees at HOLT. We Each of us working together shape and
must ask ourselves “How am I showing forge this VBL legacy and culture each day.
Buying into VBL is a crucial step to up, especially when the pressure is on?” Let’s help each other keep our five core
working at HOLT. Values in action The values can be most helpful to us in values at top of mind each and everday.
Our chairman, Mr. B.D. Holt, has made
this statement for the 48 years I have known
him, “The best is yet to come.” With our
VBL culture we have a bright future – I
Am HOLT – Values Work.

Develop World-Class Leaders daily work, by influencing others to be
the best they can be, by acknowledging
By Guy Clumpner success, and by sharing our knowledge
Chief Development Officer with others.

What do we mean by “world class?” One Values Alignment, Adaptability, Attitude, Learning, training, development, and
of the answers lies in how we define and Learning Ability. leadership have been hallmarks at HOLT
“competence” in the context of since the beginning. We are recognized
Situational Leadership, HOLT’s flagship Technical/job skills are still foundational by our customers, communities, and
leadership development model. We and fundamental to success in any role – stakeholders for values based leadership
define competence in terms of job but we know that leadership is about and market excellence. We have training,
knowledge and transferable skills. continually developing yourself in order development, and consulting resources
to be effective at leading and developing whose daily job is to encourage and
People with strong transferable skills others. In a values based culture, that contribute to leadership transformation
have the ability to apply their talents in means continually focusing on your within our company and within the
a variety of roles and environments. This greatest asset – yourself. business community.
is especially true when transferable skills
are complemented by high levels of Everyone can be a leader! We lead by Make leadership development part of your
development in four other key areas: doing and setting the example for others, world – and become a world-class leader!
by mastering the talents we use in our
Recommended Reads:
11
Leadership from the Inside Out
by Keven Cashman

It's Your Ship
by Captain D. Michael Abrashoff

conversations Customer Experience july/august 2017

The Retail Customer size, market, or segment feel welcome
Experience and valued. Whether they call, email,
chat, or walk-in to a HOLT location.
By Denise Herrera-Wieters,
Customer Experience Manager 5. Dealer expertise: a knowledgeable
and responsive staff of sales and support
Mix together 2,200 meeting hours for What are the keys to making this a personnel who can meet customer
some 30 people, 6,250 travel miles for reality? Six dependencies flawlessly needs regarding equipment, credit,
another three, and 210 combined delivered: delivery, invoicing, and
training hours for six employees. Add maintenance/repair.
in new paint, signage, and display areas. 1. Visibility and accessibility of
That’s the recipe for HOLT’s Retail equipment: making our product 6. Premium brand: industry-leading
Customer Experience (RCE). offerings readily visible and available to equipment features, benefits, and quality.
our retail customer.
RCE is our answer to growth in the compact We’re executing on these demands at
construction equipment (CCE) market. For 2. Affordable price: marketing messages three pilot locations – Corpus Christi,
every 10 machines sold, eight are CCE (skid focused on the affordability of key models. Little Elm, and Waco. If you do a drive
steers, backhoe loaders, mini-excavators by of any of the three, you’ll notice new
and compact track loaders). Where does 3. Quick order and fulfillment: a display fencing, signage, and soon an
this leave us? At an intersection where seamless, customer-focused process and abundance of CCE inventory. Soon,
opportunity meets execution. corresponding business systems for a 4- we’ll be transitioning our program to
hour, end-to-end retail buying three more locations – Austin,
The faster and simpler we can make the experience. Cleburne, and Sulphur Springs.
retail buying experience the more CCE Another three will follow – Fort Worth,
business we will do. 4. Make the customer feel important: an Lewisville, and North Dallas – by year
environment where customers of any end. Stay tuned – it’s exciting,
cumbersome, and hasn’t been easy, but
here at HOLT we’ve never shied away
from a challenge!

HIGH 5 Heroes Safety Matters Values in Action

Way to go, Karissa Freeman, Retail Congratulations to Hunter Crow, Ventura “Frank” Gonzales, Field Service
Account Manager-San Antonio, and Undercarriage Technician 2-Irving, for Technician 2-Edinburg, went the extra
Grant Gandy, Sales Representative- exemplifying HOLT’s Safety Values! mile, exceeding established goals at work.
Austin, for delivering an incredible
customer experience, resulting in a Hunter was preparing a recoil spring for Frank was called to assess a machine
closed sale! pick up, when he noticed that the spacer and quickly determined the problem
on the spring was bent. Hunter expressed while also identifying a secondary issue
After an online inquiry, Karissa followed- concern to his supervisor that the spacer that required a new part. That same day,
up with a customer and connected him could break and allow the spring to fly Frank had requested to leave work early
with Grant. Karissa, Grant, and the apart, possibly causing serious harm to as he and his two sons had a dentist
customer met to go over some machine someone. Hunter and James Coulon, appointment. Later that morning when
types. The customer expressed great Shop Supervisor 4-Irving, informed the Frank got to the customer’s location and
satisfaction with his interactions with customer that they could not finished the repairs, the customer
HOLT, “I was really on the fence between comfortably allow him to take the spring brought out a second machine that also
a HOLT CAT machine and a Bobcat and until it had been disassembled. The needed maintenance. Without hesitation,
I can honestly say that your salespeople customer agreed, and the recoil spring Frank called and canceled his
made the difference. I will certainly tell was disassembled so that it was no longer appointment and arranged for someone
everyone I know about my experience.” a risk. Thank you, Hunter and James, else to take his boys to the dentist. Thank
Thank you, Karissa and Grant, for being for modelling a safety first culture! you, Frank, for demonstrating
High Five Heroes! Excellence!
12

july/august 2017 We Are HOLT conversations

Lead in Technology technology is of value and not just an
expensive hindrance to machine
By Glenn Swisher reliability. Finally, on the sales side, we
General Manager-SITECH need to understand how our customers
do their work and to be able to explain
It is amazing how quickly technology has So what can each of us do to help HOLT how technologies such as Product Link,
advanced in just my life time. I remember lead in technology? For starters we can’t GPS or robotic technology can make
learning to use a slide rule, memorizing become complacent. We each need to machines and operators more efficient,
multiplication tables, and my first continue to educate ourselves about the how technology will assure they meet
calculator with add-on memory modules. technology in our machines and the their IRI smoothness requirements so
market, how it works, how it interfaces they get ride ability bonuses. We must
Technology evolves at an exponential rate with other systems, and to be able to be able to explain and support
and you can lead or get left behind. The explain the value it brings and how the connected job sites, mines, and landfills,
yellow iron we sell is designed to last for technology sets us apart. On the service the transfer of data to and from the
years, but the integration of technology side of the business, the challenge is to sites, and most of all we must become
into our products is complicating our be the best, most knowledgeable consultants to our customers and their
machines and our industry. It has also technicians possible, able to diagnose businesses to provide the best fit of
created a rush by Caterpillar and the and repair this ever more complicated technology to their business.
competition to lead in the integration of technology in a timely and efficient
technology to help customers become manner. In many cases the technology Today’s customers are much more tech
more productive and that’s on top of the is going to cause customers to be more savvy as younger employees and
technology required to meet dependent on us to support these owners that grew up with technology
environmental requirements. systems. We need to make sure take over. We must be able to lead in
this area to provide our customers with
Legendary Customer Service and to
set ourselves apart from the
competition. So keep studying and
thinking outside the box.

HOLT to Host Antique Cat Machine Show in 2018

HOLT CAT and the HOLT Collectors Club will be hosting great showing for the 2018 event because of the HOLT legacy
the Antique Caterpillar Machine Owners Club (ACMOC) and direct family connection back to Benjamin Holt, the
national show in 2018. The show, which attracts antique inventor of the “Caterpillar.”
machine collectors and their equipment from all over the
country and beyond, is scheduled for October 26-28, 2018 The 2017 show was held in conjunction with the Best of the
at the San Antonio headquarters campus. West Equipment in California in late May. Attendees were
able to see restored Holt Manufacturing, Caterpillar, Best,
Tom Pfeifer, Shop Service Supervisor 4-Little Elm, is and other brands of antique steam, gas, and diesel tractors,
president of the HOLT Collectors Club and an avid antique engines, and implements. There were daily tractor parades,
Caterpillar tractor owner himself. Tom is anticipating a antique machine operation demos, lots of shop talk, tall tales
about old machines, restoration projects, and ongoing searches
for elusive machines and rare barn finds.

The San Antonio show will offer opportunity to experience
this early 20th century industrial revolution technology and
meet people who have a passion for these machines.

Go to HoltCat.com/HoltCollectorsClub to view a few photos
and video clips from the 2017 ACMOC show in California.
The ACMOC website (acmoc.org) has information on the
club, its chapters, and programs.

13

conversations Service Awards july/august 2017

Adrian Alaniz (5) Michael Ashley (25) Ruben Banda (15) Cory Becker (5) Travis Bernsen (10) Byron Berry (5)
San Antonio Waco San Antonio Waco Grand Prairie Irving

Justin Blackburn (20) Bill Boyle (25) Brandon Brunson (5) James Carson (10) Teddy Clark (5) Johnny Delacruz (5)
Dallas San Antonio Waco San Antonio Waco San Antonio

Dan Dooley (40) Ed Duncan (5) Jerry Ebner (5) Ken Fisher (15) Gabriel Fuentes (25) Bert Fulgium (15)
Irving Irving San Antonio Austin San Antonio San Antonio

Bud Hagen (25) Jimmy Hernandez (10) Joe Hernandez (15) Tim Hufford (15) Dale Jarosek (15) James Johnson (15)
San Antonio San Antonio San Antonio Austin Waco Austin

Melody Kincaid (5) Shane Kreitinger (5) Larry Lafferty (15) Samual Lara (5) Kevin Lilley (15) Juan Lopez (5)
Irving Irving Waco San Antonio Waco Victoria

14

july/august 2017 Service Awards conversations

Todd Loudon (5) Heather Lundy (5) Victoria Lusk (5) Shaun Manning (10) Ovidio Meza (15) Scott Milford (5)
Victoria Irving San Antonio Irving Austin Irving

Josh Moore (5) Bruce Morgan (15) Jacob Natale (10) Brad Nichols (15) Sherrie O'Carroll (15) Jarrett Payton (10)
Grand Prairie Irving San Antonio San Antonio San Antonio San Antonio

Josh Poe (5) Brian Pruski (20) Jacob Reyes (5) Brad Rice (15) Andrew Saltsman (5) Rolando Saucedo (5)
Irving San Antonio Irving Irving
Irving San Antonio

Doug Schiller (10) Travis Scott (10) Stephen Scruggs (10) James Sereno (15) Tyler Smitheal (5) Jared Staats (15)
Austin Austin Waco San Antonio Waco Austin

Photos contributed by: Steve Huedepohl
(San Antonio), Robert Marlar (Irving, Dallas,
Grand Prairie), Carolyn Wright and Rachel
Moody (Waco, Austin), and Lyn Lesikar
(Victoria)

Larry Thayn (15) Michael Vance (10) Herman Williams (5) Horace Dan Wright
San Antonio Irving Irving (40) Waco

15

conversations may/june 2017

Visit Texas! P.O. Box 207916, San Antonio, TX 78220-7916

Texas is arguably one of the greatest states in the ADDRESS SERVICE REQUESTED Prsrt Std
country. However, many Texans overlook some of U.S. Postage
the greatest attractions Texas has to offer. Here are
the top nine things that everyone living in Texas PAID
should experience at some point. Permit #6450
San Antonio, TX
1. Texas is home to the famous Big Bend National
Park. The park spans across the Chihuahuan Desert performances, and plenty of strawberries, the Poteet Strawberry festival
in west Texas and borders Mexico. The park is open is a must-see Texas attraction and fun for the whole family.
for camping, hiking, bike riding, and is home to @ strawberryfestival.com/2018
thousands of different species of plants and animals
and is famous for its natural resources. For a great 7. If you like watching newly hatched turtles scamper into the ocean
nature-oriented experience, head to Big Bend. Learn early in the morning, then head down to South Padre Island to watch
more @ nps.gov/bibe a hatchling release by trained sea turtle experts at Sea Turtle Inc. Typically
early in the morning, the viewings are often open to the public. The
2. For even more natural experiences, head to non-profit works to protect sea turtles through protected stretches of
Enchanted Rock, a state natural area and one of the beach and sea turtle releases. This unique experience occurs throughout
most visited parks in the state park system. Enchanted the summer! Check online for a predicted sea turtle release schedule.
Rock offers hiking, climbing, bouldering, camping, @ seaturtleinc.org
and stargazing. Many trails are even pet friendly.
Explore hidden caves, climb over rocks, or simply 8. Visit the five San Antonio Missions, a UNESCO World Heritage Site!
walk around. Just north of Fredericksburg, the area Bike or walk around the missions build by Franciscan missionaries in
is perfect for those who crave an adventure! the early 18th century and witness a preserved piece of history. Located
@ tpwd.texas.gov/state-parks/enchanted-rock along the San Antonio River Basin, the Missions are an easily accessible,
educational, and historic experience that illustrates the merging culture
3. Take a stroll through the Texas Whitehouse at the of Spain and indigenous peoples of Texas. @ whc.unesco.org/en/list/1466
LBJ Ranch, a National Historic Park of Texas! Learn
about former president Lyndon B. Johnson, get an 9. Is the hot weather getting you down? Take a trip to Austin and swim
inside look into his private jet, amphibious car, and in the largest natural swimming pool in the United States. Barton Springs
personal home. Walk or drive around the property, is one of the most popular summer spots in Austin, attracting Austin
or get a guided tour through the home and residents as well as tourists from around Texas. Swim with friends,
presidential offices. @ nps.gov/lyjo family, and the many species of fish and salamanders who call the pool
home. @ texasescapes.com/SplashAcrossTexas/BartonSpringsTexas/
4. Have a star party at the McDonald Observatory BartonSpringsAustinTexas
near Fort Davis. Affiliated with UT Austin, the
observatory puts on several activities and viewings of 16
outer space, hosting “Twilight Programs” to observe
phases of the moon, and "star parties" to view
constellations, other star formations, and planets. The
observatory held a special program on August 21 for
the solar eclipse. Reservations are nearly always
required due to popularity. Aspiring astronauts, this
is the activity for you! @ mcdonaldobservatory.org

5. Palo Duro Canyon is one of the largest canyons
in the country, second only to the Grand Canyon.
Camp, hike, bike, and ride horses through this scenic
state park in the Texas panhandle.
@ tpwd.texas.gov/state-parks/palo-duro-canyon

6. Poteet, Texas is aptly named the “Strawberry
Capital of Texas,” as it holds the Poteet Strawberry
Festival every April. With activities, concerts, rodeo