Conversations May / Jun 2017

conversationsMAY/JUNE2017
NEWS FOR HOLT EMPLOYEES AND THEIR FAMILIES

We Are HOLT: The People Who Hold the Key to Our Collective Success

Peter John Holt and Corinna Holt it, and why we do it. It is our job to own practices – and speak up when they are
Richter spent some time reflecting on the culture, our mission, vision and being compromised. By modeling a safety
HOLT's vision and how to stay values, model behaviors that reflect and first culture we will ensure safety is
competitive in the future as they prepare amplify their importance, and integrated in our decision making and a
to take over the day-to-day leadership continually acknowledge values-aligned natural outcome throughout the company.
of the company. They met with HOLT's successes that reinforce them. Additionally, our leaders understand
leadership team for a number of days to Our Values Based Leadership (VBL) and accept their responsibility and
gather insights, guidance, and wisdom culture exists for the betterment of each accountability for safely returning our
to understand how to build on where stakeholder in our business. VBL builds employees home to their families every
we've been and who we are, while on an environment of involvement and day. Everyone is aware of the impact of
keeping the future in their sights. As a interdependence among our employees, unsafe conditions to our business and
result, Corinna and Peter came up with customers, fans, and community leaders, bottom line, and we are each empowered
nine themes upon which to pursue, so the activities of one group directly to take action. Trading safety for other
master, and execute. benefit the other. It's reflected through priorities is not worth the risk.
"These themes reflect our passion and our commitment to continuously invest
conviction, but more importantly reflect in the growth and development of our Central to our goal of a world-class
what we have been known for as a people through work experiences, 80% Net Promoter Score (NPS) is the
company," Corinna said. training, development, promotions, and HIGH 5: Our customer mantra that
The first four themes are all about our succession planning. we all own. The basic things we should
culture – continuing to focus on what's deliver in every internal and external
already been successful and getting "Safety First" is not a slogan, but rather a customer experience. It's what we
stronger in areas where we need help. way of living. It's a mindset that keeps safe expect when we go out and spend our
practices, processes, and behaviors at the money. It's what we should be
At HOLT, our culture serves as the forefront of our daily lives. It's our priority delivering to our customers:
foundation for what we do, how we do to teach employees to engage in safe
(continued on page 3)

INSIDE P2 Safety P4 Local News P9 HOLT Retirees & Babies P10 Enterprise News P11 Customer Experience

THIS ISSUE

conversations Safety News may/june 2017

Model a Safety First Culture We have to get to the point where we
care so much about each other that we
By Jeff Stewart, won't allow harm to come to anyone
Director of Safety at work. It will be a workplace where
& Environmental Culture everyone is empowered to take action
and encouraged by organizational
What does "Model a Safety First Culture" We must cultivate safety behaviors that leaders who understand and value
really mean? It is very simple. Modeling we personally commit to so we never their responsibility to model a safety
a safety first culture may easily be restated choose to sacrifice or trade our safety first culture.
as, "Be alert and do the right thing!" for other priorities. Even simple things
such as wearing gloves and other PPE, Committing in earnest to our safety goals
We come into contact with so many chocking and locking machines, making will require everyone's participation.
hazards in our daily work, even driving sure you're visible, and driving with Only then will we be able to fully realize
and parking our cars. It's important to caution can help provide a workplace the commonly shared desire to return
be fully aware of what we are doing at free from recognized hazards that are home to our families at the end of each
all times to avoid injuring ourselves or likely to cause harm. day in good health and in at least the
others in any way. same condition as we departed for work
that morning, and, in turn, the goal of
zero injuries and accidents. We need you
to make this possible. Come on the
journey with us to safety first!

Do you have Summer of Motorcycle Safety
a great idea for a story?
Warm weather means it’s motorcycle Below are some tips for motorcyclists
Send suggestions to season. Motorcyclists and motorists and motorists to help prevent these type
[email protected] alike need to be aware of motorcycle of accidents:
safety.
Editorial Board: Be aware/visible. Motorists often have
Michelle Allen We have many motorcycle riders at trouble seeing motorcycles and reacting
Debbie Boren HOLT, and we want everyone to make in time. Make sure headlights work. Be
Daria Galbraith it home safe and sound every day. aware of blind spots.

Alexandrea Trujillo Tom Barry, Rental Fleet and Technical Give proper space. Motorcycles need
Denise Herrera-Wieters Sales Support Manager-Irving, about the same amount of stopping time
volunteers with the local police as cars. If a motorist doesn't see you,
Writer: Shelley Galbraith department and has worked two fatality don't be afraid to use your horn.
Design: LMW Design Group motorcycle accidents. Though the
situations were different, neither was Make it personal. When you see a
Deadline for next issue: directly the motorcyclist’s fault and both motorcycle, think of the motorcyclist as
July 21 died of head trauma. a friend or neighbor.

2017 HOLT CAT "I witnessed the family member arrive on Dress for safety. Always wear a quality
the accident scenes; their sorrow is not helmet and eye protection. Thick
We're Looking for a Few something you will forget," said Tom. clothing also provides some protection
Good Men & Women! in case of an accident.
Proper use of a helmet may have
Join the Editorial Board of prevented either one of those crashes Apply effective strategies. Search the road
Conversations and you'll have a from being fatal, but proper awareness for changing conditions. Ride in the part
chance to gather local news from and safety from the motorists could have of the lane where you are most visible.
your store and region and help plan prevented the accidents entirely.
each issue. To let us know you're Take safety and/or training courses.
2 Preventing accidents is the best way to
interested, please email keep yourself and others safe.
[email protected].

Thank you!

may/june 2017 conversations

We Are HOLT (continued from 1) and foremost, we seek innovation will lead our industry by adopting and
#1 Greet with a Smile. champions within HOLT, and call on effectively using new technology. We
#2 Make Eye Contact. frontline workforce to spur change, to will utilize a formal process that
#3 Ask How You Can Help. be innovative thinkers, and to identify considers corporate strategy, functional
#4 Own It – It's Your Moment. problems and potential solutions for need, overall value, return on
#5 Say Thank You. processes that need improvement. investment, and business viability to
Customer-centered solutions come Important questions are how innovation invest in technology that will help keep
from listening to the customer and can improve our customer's experience, HOLT competitive.
their needs, which sets us apart from provide a safe working environment, The remaining two themes focus on our
the competition. When we have a and eliminate waste. business and community partners.
customer challenge, we stop and
listen – something necessary to HOLT Ventures supports our We are a dealer for our customers,
create customer loyalty. commitment to being innovative, to employees, and communities.
identify and invest in new technologies Community investment will expand
Learn – Model – Teach: the mantra of that will drive our business units' throughout our territory. Local
HOLT’s Leadership Development strategies, to be a capital and strategic Management Teams and HOLT
Program. This catchy and memorable partner to entrepreneurs, and to employees will be challenged to become
phrase is prescriptive in that if applied, diligently screen new technologies that leaders in the communities in which they
it will help develop world class leaders. have potential to generate top-line operate. HOLT employees will serve as
Available to every HOLT employee are revenue, improve margins, or reduce champions of charitable events, on
proven tools to develop one’s skills and costs, whether through a new product community boards or trade associations,
unlock the leader within. offering or a process improvement. and will be asked to make decisions about
Similar to the first three themes, community investments.
developing leaders is an integral part of HOLT's strong values create a unique
our culture and who we are. Leadership culture with a long history of success, HOLT will build strong relationships
learning opportunities – whether in the attracting candidates who aspire to with our customers, understanding what
classroom, online or in work groups – become members of the HOLT family makes them successful, and aligning the
are available to each HOLT employee. and who want to be part of this legacy. value we provide to achieve mutually
The next three themes support the We provide meaningful work with beneficial outcomes.
HOLT Value of Dynamic. career development supported by VBL, We will work to gain a better
and every role is critical to our mission. understanding of the manufacturers we
HOLT will continue its long legacy of represent and join with each of them to
innovation, staying at the forefront of Technology is constantly changing the attain our collective objectives while
technology and change in our industry manner in which we do business, understanding the realities of the market.
to keep a market-leading position. First whether it’s how we operate internally HOLT can take an active role to help
or how we interact with customers. We
(continued on page 8)
3

conversations Local News may/june 2017

San Antonio

HOLT at Record Breaking Coordinator 4-San Antonio; Michael Popular Science Magazine
Festival Weekend Nufer, Facility Project Manager-
San Antonio; Natalie Lopez, Welder The image of a Cat excavator bucket
HOLT participated in the 11th Annual 1-San Antonio, and her husband from HOLT made the May/June cover
RockIT Into the Future Science Festival Jeremiah Lopez; Nicholas Wieters, of Popular Science magazine, an issue
as a sponsor for Girls Inc. of San Retail Account Manager-San Antonio; devoted to heavy equipment.
Antonio. The festival's mission is to Priscilla Fuentes, Director of Software Photographers Adam Voorhes and
provide girls with an opportunity to Strategy and Development-San Robin Finlay from Austin, Texas
participate in activities that involve Antonio; Susan Nufer, Controller contacted Jeff Surratt, Regional Sales
science, technology, engineering, and (Dealership Operations)-San Antonio; Manager-Austin, and asked to shoot
math. With over 1,000 girls and their and Trey Bean, Rental Coordinator 1- several large excavator buckets, along
families in attendance, the festival had San Antonio. with some other large pieces of
a record-breaking weekend. equipment for their issue covering big
Contributed by Daria Galbraith machines.
HOLT presented a Touch-A-Truck
exhibit for the first time, a hands-on, The photographers spent three hours at
interactive experience that allowed the the San Antonio campus taking photos.
girls to get a close look at a skid steer The magazine eventually chose a large
and a backhoe loader. The Touch-A- Cat bucket to be the centerpiece of the
Truck experience aims to support Girls front page. Thanks to Mike Colglazier,
Inc. in their mission to empower girls Marketing Manager, Sr.-San Antonio,
to explore jobs and opportunities and Trevor
involving STEM. Lawrence,
Inventory
Thank you to all of the HOLT volunteers Control
who attended and helped with the Technician-
Touch-A-Truck exhibit: Beki Webster, San
Vice President of Human Resource Antonio,
Partners; Denise Wieters, Customer for
Experience Manager-San Antonio; organizing
Dusty Pullen, Sales Coordinator 1- the photo
San Antonio; Erin Fogarty, Regional shoot!
Sales Manager-San Antonio; Karissa
Freeman, Retail Account Manager- Contributed by Mike Colglazier
San Antonio; Laura Bean, Sales Support

Employee's Daughter Chosen as Miss Teen Texas Galaxy 2017

Natalie Moody, 17, daughter of Tammi Moody, Paralegal-San Antonio, represented the
City of San Antonio at the Miss Texas Galaxy pageant in April and won the title of Miss
Teen Texas Galaxy 2017. She will compete for the Miss Teen Galaxy crown at the 2017
International Galaxy Pagent in Orlando, Florida this summer.

The Galaxy's mission is to emphasize beauty, style, and culture appreciation and to promote
personal development for women of all nations. Their goal is to help women gain confidence
and poise in an increasingly competitive world.

Since her crowning, Natalie has done charity work for the Humane Society of New Braunfels,
United Way of San Antonio, a local nursing home in New Braunfels, Relay for Life, and
the City of New Braunfels Fire Department.

Contributed by Tammi Moody

4

may/june 2017 Local News conversations

San Antonio

Operation Finally Home Gets a Little Help from Texas First Rentals Highway Safety Presentation
by State Troopers
The Texas First Rentals team in San Antonio had the opportunity to participate in
building a brand new home for a wounded warrior as a part of Operation Finally San Antonio Field Service hosted Texas
Home. In conjunction with HEB, Operation Finally Home is a national, nonprofit State Troopers Oscar Garza and Debra
organization that builds custom, mortgage-free homes for injured or ill veterans Zerda for a "Guide to Highway Safety"
and their families. commercial vehicle presentation on May
26 in the San Antonio Shop Service
With the help of experienced home builders and contributions from Texas First Conference Room.
Rentals, Finally Home was able to build a house for U.S. Army CW2 Daniel
Carlton. Daniel sustained several major injuries in the line of duty, earning two Michael McMahon, Field Service
purple hearts and several other accolades for his time served in the U.S. Army. Manager-San Antonio, said, "While we
After completing 15 years of service, Daniel was honorably retired and is now are making headway in lowering our
focusing on spending time with family in their newly built home in New Braunfels TRIR, I believe the instruction will help
and earning a college degree. Contributed by David Cornali our field service technicians keep safety
top of mind."
Austin
The four-hour presentation covered a
multitude of highway safety regulations
such as brake systems and inspections,
driver fatigue, driver log requirements,
speed, and distracted driving, as well as
the importance of pre- and post-vehicle
inspections. Approximately 42 field
service technicians attended along with
their supervisors, managers, and service
coordinators.

Contributed by Denise Wieters

Below, Texas State Trooper Oscar Garza
addresses HOLT technicians, supervisors,
managers, and service coordinators, hosted by
San Antonio Field Service.

Working at the State Capitol

David Rogers, Tax Manager-San Antonio, spent time at the Texas State
Capitol in Austin recently, testifying in the Senate and House in support
of legislation that would benefit heavy equipment dealers. House Bill
1346 and Senate Bill 711 would have changed current legislation to
better support dealers. David's testimony was well received by members
of the committees and the house bill passed easily. Senate Bill 711,
however, was opposed and did not pass.

The Texas Caterpillar dealers' lobby team is working with the bill's
authors to find an acceptable solution. Thanks to David for his
willingness to promote HOLT and the interests of heavy equipment
dealers in Austin.

Contributed by Jim Campbell

5

conversations Local News may/june 2017

San Antonio

Training Class Excellence (L-r): Justin Alls, Joshua Campa, Steve Alvarez, Cory Bounds, Jerry Ebner, Jessica Brenton, Craig
Christensen, Ali Verrett, George Salazar, Manuel Casa, Jon Lugenbell, and Bryan Sharpe.
HOLT brought Wesley Everett, a
Certified Cat Hose Build Trainer, to
San Antonio for a three-day training
session for parts personnel in May. Those
that attended the training found it to be
very beneficial. This demonstrated the
Value of Excellence - by developing
superior skills and abilities.

Thanks to the San Antonio Parts Team,
specifically Tom Hughes, Part
Warehouse Supervisor 2, who planned
and hosted the event.

Contributed by Tim Kuhn

Kilgore

Son of HOLT Employee is Role missing out on vision, he just sees life particularly excited to see the equipment
Model in the Art of Gratitude as it is," says his mother. his dad works on at HOLT. With his
new glasses, Christian got the
Many things in life are taken for granted. Despite his young age, Christian has opportunity to sit and play with the
Four-year-old Christian Cardenas, son overcome the challenges of being blind. controls of a mini excavator. His parents
of Sylvia and Gerardo Cardenas, Welder Recently, the Cardenas' community in are thankful for all of the support they
4-Kilgore, reminds us to be thankful for east Texas held several fundraisers that received and look forward to what will
everything we have. raised money to get Christian a special happen in the future now that he has
pair of glasses that would allow him to the ability to see.
Born with a neurological disorder, see. Christian received his glasses at
Christian is legally blind and uses a cane Sabine Elementary School surrounded Contributed by Mike Colglazier
to get around. "He doesn't know he's by family and friends. He was

Corpus Christi This year, approximately 675 heroes partner with HOLT CAT to recognize
attended with more than 300 volunteers and honor the brave men and women
Warrior Weekend XI from the surrounding area, including of our armed forces."
Caterpillar partners. The fishing
Saturday, May 20 was the 11th Warrior tournament involved 335 boats (all boat A huge thank you to Dave Dennie, Sales
Weekend in Port O’Connor, Texas. captains volunteered everything, Representative-Corpus Christi, Tom
Warrior Weekend is an annual fishing including fuel, for this event). The Barry, Rental Fleet and Tech Sales
event for wounded military personnel. official fishing weigh-in and awards Support Manager-Irving, Clayton
dinner was for approximately 3,500 Smith, Field Service Technician 1-Irving,
HOLT, teaming up with the Cat HEX people on Saturday night. Brandon Neumann, Shop Service
plant in Victoria and Entertainment Technician 2–San Antonio, and Connie
Services, has been volunteering Representatives from the Cat HEX Zaiontz, PSD Rental Administration
employee time and equipment since plant offered these words, "It’s a Manager-San Antonio, for all of their
the first Warrior Weekend in 2008 when tremendous honor and privilege to be hard work.
a very small circus tent was all they a small part of such a worthwhile event.
needed to house the sponsors. The We appreciate the opportunity to Previously published in the Caterpillar
event has now grown to a 27,648- Watt's Happening newsletter. Contributed by
square-foot tent! 6 Paul Cosper.

may/june 2017 Local News conversations

Irving

HOLT Power Systems Comes to the Rescue

HOLT recently supplied four 2000kW generators and cables
to help a large industrial customer restart their operations
after a plant expansion project.

Battalion Command Sergeant Major Petty (center) arranged for an award The customer had to have reliable power to get their industrial
to be presented to HOLT for the company's support of veterans and ovens refired and up to temperature after a major plant
active duty military. Keith Cole (l) and Bill Bordelon (r) accepted the award expansion. The customer had grave concerns that they could
on behalf of HOLT. not trust the utility power for the two weeks it would take for
the critical re-firing process because they have had many
Memorial Day Thank You For and From HOLT service interruptions due to their rural location. Having had
Christopher Dimock, Sales Representative-Irving, help them
Clinton Petty, AES Engineer-Irving, invited Keith Cole, PSD recently with a smaller power outage, they knew they needed
Regional Service Manager-Irving, Bill Bordelon, Vice President to use reliable HOLT CAT Rental Power.
of Service, and their wives to attend a formal dining out
ceremony for Clinton's 3-144 Infantry Regiment, U.S. National Chris made a site visit and collaborated with the customer to
Guard, Fort Worth. Battalion Command Sergeant Major Petty verify the total power requirements and logistics of the job.
is scheduled to go on active duty for the Guard in August, Luckily, the area they used had just enough room to park the
where he will be deployed to the Horn of Africa for a year. 40-foot-long, 80,000 pound generators. Additional equipment
included four connection boxes and nearly 3.5 miles of cable!
Unbeknownst to Keith and Bill, Clinton had arranged to honor
them with an award for HOLT during the dinner, held at the Connie Zaiontz, PSD Rental Administration Manager-San
Fort Worth Hilton in April. During the dinner, Petty's battalion Antonio, Heath Story, Transport Dispatch Coordinator-Irving,
presented the Patriot Award for Employer Support of the and Michael Vance, then Northern Region Transport
Guard and Reserve, thanking HOLT for its unwavering support Supervisor, coordinated the movement of all the generators
of veterans and active duty military. More than 360 men and and cables. Clayton Smith, Field Service Technician 1-Irving,
women now and formerly with the armed services call HOLT and Herman Williams, Field Service Technician 2-Irving,
their employer. prepped the generators and pulled all the cable.

We are thankful for Battalion Command Sergeant Major Petty By applying each of our values in the various stages of this
and all of the veterans, their families, and the families of active project, we had measurable demonstrations of legendary
duty military who are affiliated with HOLT as employees, customer service, safe and mutually beneficial outcomes for
customers, and community members. We owe you our both our valued customer and HOLT, and recognition by our
gratitude for your commitment to our country and for customer as an industry leader who provides superior products
embodying HOLT's values. and services that satisfied our customer’s needs. All this was
accomplished through teamwork, professionalism, and
demonstrating a caring attitude.

Contributed by Tom Barry

HOLT President Dave Harris said it best, "Memorial Day is
a time to reflect and remember all the blessings we have, and
to realize that those blessings you and I so often take for
granted came at a steep price. It is also a time to remember
the folks who paid that price, who sacrificed their lives so that
we can enjoy our lives today."

Contributed by Keith Cole

7

conversations Local News may/june 2017

Irving We Are HOLT (continued from 3)
shape the products, services, and future
ICAT and HOLT were represented at a local Relay for Life event by (l-r): Robert Marlar, Jan Colley, offerings that will delight our customers
Stefanie Charles, Nick Davis, Jessica Wall, Austin Wall, and Heather Lundy. and help both HOLT and Caterpillar win
in the market.
ICAT Makes an Impact Peter and Corinna seek each of you to
join us on this journey, working together
In April, Irving Community Action Team (ICAT) members Nick Davis, Project to become one HOLT, united in vision
Manager 2-Irving; Heather Lundy, PSD Sales Administration Manager-Irving; and bound by our values.
Stefanie Charles, Sales Coordinator 1-Irving; and Kasey Davis, Credit Administration "By working together as one HOLT, we
Representative-Irving; teamed up with co-workers Axel Van Hout, Sales create a better place to work, a healthier
Representative-Fort Worth; Wendy Spalding, Senior Marketing Information company both physically and financially,
Manager-Irving; Tony Spalding, Director of Internship & Apprentice Programs- and a better partner for our customers,"
Irving; Daphne Izquierdo, PIP Customer Service Coordinator-Irving; Frank said Peter.
Izquierdo, Lead Technician-Irving West; and Fernando Alanis, Sales Coordinator Corinna concluded, "We look forward
1-Irving, to volunteer at the "Keep Irving Beautiful/Trash Out" event. It was a to working alongside each employee as
morning spent picking up trash along the Trinity River and local park. we embark on this important journey."
In May, ICAT held a food drive to benefit Irving Cares. 216 pounds of food were
donated by HOLT employees to assist Irving families during the summer months. Load King Trailers Award
Members of the ICAT team volunteer monthly at Irving Cares.
In continuing with our community commitment, that month HOLT partnered with In early 2017, HOLT Truck Centers
Relay for Life and the ICAT team, alongside co-workers and family, to participate was presented with an award from Load
in a local event. HOLT donated power and also sponsored a portion of the event King Trailers as the #1 Dealer for 2016.
with a platinum-level financial donation. Due to severe weather concerns the event Congratulations to the Truck division
was moved indoors, but the festivities and fund raising continued. Team HOLT CAT on their Success and Excellence!
raised a total of $2,053 for the American Cancer Society and was represented at
Relay for Life by Nick Davis; Jan Colley, Business Information Analyst-Irving; Summer is Here!
Heather Lundy; Austin Wall, Shop Service Technician 1-Irving; Stefanie Charles;
and Robert Marlar, Service Manager 4-Irving. Ready for a vacation or staycation?
If you’re interested in volunteering your time, please let an ICAT member know. Planning on kicking back or
kicking it up a notch?
Contributed by Heather Lundy Send your fun summer stories
and high resolution photos to

[email protected] to be
published in an upcoming issue.

8

may/june 2017 Personnel News conversations

Retirees

Domingo Flores - 26 Years Mark Clark - 17 Years

Domingo Flores started with HOLT in Mark Clark started with the
1990 as a Service Technician for the company in 1999 as a Service
Power Systems Division and received Technician for the Heavy
several promotions in Field Service. Equipment Department, servicing
After a brief departure, Domingo air conditioning systems. With a
returned to HOLT as a Service desire to be continuously
Technician 6 for the Machine Division. challenged, he became a Field
In 2011, he was promoted to Field Service Technician 3 in 2012. Mark's vast knowledge has
Service Technician 4 and five months later to Field Service made him an appreciated member of the field service
Technician 5, the position he holds at his retirement. HOLT offers team. HOLT thanks Mark for his years of dedicated service
congratulations and thanks on Domingo's 26 years of service. and wishes him well in his retirement.

Darin Neill – 35 years

Darin Neill began his career with HOLT in 1982 as a Service Technician 1. In 1997, Darin was promoted to Shop Lead Technician
and in 2002, he was promoted to Shop C Service Supervisor. After the company reorganized in early 2003, Darin accepted the
role of Diagnostic Technician, and was quickly promoted to Hydraulics Service Manager. Darin has proudly served as the
Machine Division Hydraulic Shop Supervisor since March 2009. As he closes one chapter and begins a new one, we celebrate
his many years of commitment and dedication to our organization and wish him well! Darin and his wife, Liz, will be spending
their time traveling, cycling, hiking, relaxing, golfing and enjoying life.

HOLT Babies!

Congratulations to Kaley Jeff Cunningham, Sales Representative- Congratulations to Denise Pena, HR
Carbonaro, Training Coordinator- Longview, and his wife, Ciara, welcomed Generalist 2-San Antonio, on the birth
Irving, and her husband, Jonathan, their first child, Hazel Lynn, into the of her granddaughter, Brin Lenora
on the birth of their son, Jon world on May 12 at Trinity Mother Fletcher, on June 1 to Denise's
Anthony, on April 27. Francis Hospital1i1n Tyler,9Texas. daughter, Bianca, and son-in-law
Brandon.

Howard Schram, Field Service Technician-Lewisville, and his wife, Gina
Kay, happily welcomed the birth of grandson Easton Wayne Endsley to
daughter Amanda and her husband, Brandon Endsley, on May 27.

9

conversations Enterprise News may/june 2017

Become a Great Partner with repairing a machine or engine. The
Our Customers and Caterpillar collaboration we foster with Caterpillar
when vying against competitors for a
By Edward Craner, machine sale. Offering unparalleled
Senior Vice President, technical training to our work force
Strategy & Marketing and customers. Making leadership
development tools available to all
We all know a person who exemplifies Organizations who practice the "art of HOLT employees. Working to
the art of "becoming." The person who becoming" can take on those attributes. represent Caterpillar machines, engines,
authentically shows up and inspires An organization that exemplifies hard and parts in the best manner possible.
others to follow. He or she has that secret work, ethical decision making, a caring These are only a few of the ways in
mojo that seems to escape definition, attitude, and a mutual desire to succeed which HOLT aspires to become a great
but can't be missed as they contribute seems to rise above the fray and be partner with our customers and
selflessly, work toward a common goal, sought after to partner with. HOLT's Caterpillar.
and don't seek out recognition or praise. Values Based Leadership provides the
When asked, he or she will often deflect core for our becoming, but it's the Becoming a great partner can be arduous.
attention and allude to the greater good embodiment of our values that brings Relationships can be damaged, trust can
and an ongoing journey of self- it to reality. Our technicians having the be questioned, and motives can sway. But
reflection, discovery, and improvement. best interest of customers in mind when if the commitment is to the journey, then
undoubtedly the hard work and tenacity
of HOLT employees will ensure success
in becoming a great partner with our
customers and Caterpillar.

Become the Employer of Choice generally talk about "Operations" and
"Support" organizations, we need all of
By Beki Webster, our divisions working together to make
Vice President of Human Resources HOLT successful. You have let us know,
through surveys and feedback, that you
Just as Caterpillar is an aspirational brand The timelessness of our values has been feel a strong connection to the strategic
across the industries we serve, HOLT is proven over more than 30 years, and goals of the company and understand
positioning to be the aspirational our historical tie to the Caterpillar their contribution to our overall success.
employer. Becoming the employer of legacy creates strong interest in the
choice means creating a work company as candidates decide which Our leaders make sure that this success
environment that is uniquely attractive positions to apply for and what offers continues. The experience of our
to an engaged and productive workforce. to accept. We often hear that candidates leadership team spans multiple
An employer of choice is able to retain have been willing to wait for a HOLT industries with depth in heavy machines,
and maximize its talent by committing position because of what they know mechanics, engineering, and Caterpillar-
to sustain and improve this very special about our values, our history, and our specific business. When coupled with
work environment over time. way of doing business. our commitment to the company values,
our leaders' experience yields
Four key workplace factors will help us We also have meaningful work across tremendous results, positioning us well
in our pursuit: strong values, meaningful the organization, and each position for a very bright future.
work, unparalleled leadership, and provides special purpose in achieving
workplace excellence. our business objectives. While we And our workplace today provides a
solid foundation for that future. We are
10 keenly focused on providing a safe,
productive, and fulfilling work
environment for our employees. We
measure engagement on an annual basis

(continued on back page)

may/june 2017 Customer Experience conversations

Deliver a Legendary Ask questions for clarity
Customer Experience
Engage and listen
By Denise Herrera-Wieters,
Customer Experience Manager Draw on your HIGH 5 and DiSC
training
Delivering a legendary customer #4 – Own It. It's Your Moment – work
experience – simple or complicated? It like you own it. Take ownership of the Use your job knowledge and
can be simple even when it seems like customer solution. professional skills
total chaos has erupted. Take a deep
breath, relax, and simply treat your #5 – Say Thank You – thank your Finally, resolve the issue
customer like you'd like to be treated. customer for their business.
You know our prescription for it – it Making every customer challenge an
starts with our HIGH 5: Our HIGH 5 formula can work in each opportunity to influence an experience
and every customer transaction. Your can go a long way. We have the tools,
#1 – Greet with a Smile – your greeting response might be that it's "not always knowledge, training, and core values to
should tell your customer you're glad that simple." Next time a customer accomplish this. If we can provide an
they're here. challenge has you stumped – an internal experience greater than the customer's
customer (co-worker) or external expectation, we'll be the company they
#2 – Make Eye Contact – truly engage customer – try this: come back to time and again.
with your customer.
Acknowledge the situation These practices are what make for a loyal
#3 – Ask How You Can Help – ask and customer. Our 80% Net Promoter Score
really listen. reflects this. Let's strive to keep
improving, we're on the journey
together, continuing to get better and
better at delivering legendary customer
service through 2020 and beyond.

HIGH 5 Heroes Safety Matters Values in Action

Eloy Saenz, Service Advisor-Edinburg, Bubba Hill and Adam Wickliff of Tristate A big shout out to Scott Rodieck, Field
Ernie Lugo, Truck Service Technician Iron and Metals called in to express their Service Tech 4-Fort Worth! Customer
1-Edinburg, and Frank Rodriguez, satisfaction with James Thomas, Field Larry Love had previously been using
Truck Service Technician 2-Edinburg, Welder 2-Kilgore. Bubba and Adam were an independent mechanic to repair his
received kudos for their stellar customer particularly astounded by the cleanliness machine, but decided to call HOLT
service. Customer Eddie Sligh has been of James' job site after he finished the when his tractor had been down for four
RVing for almost 30 years and has had repair on their cutting shear. weeks. Scott went to assess the problem
many unpleasant experiences at service and was able to determine the problem
centers throughout the country. James was also applauded by and repair the tractor in one day.
Wesley Stiles, Shop Supervisor 4-
However, when Eddie goes to HOLT Longview, for bringing more business "Scott was professional and did an
Truck Center, he says he is always well to the machine shop by being excellent job," said Love. "The tractor
taken care of. "I almost look forward to informative about all the services offered runs great. I couldn't believe how quickly
a problem just to have an opportunity by HOLT. James exemplified a caring he fixed it."
to visit and discuss issues with them. In attitude and a commitment to safety by
fact, if I had an issue anywhere in the taking the time to carefully clean his Thank you, Scott, for showing our values
USA, I would try to get my rig back to work site. of Excellence, by developing superior
Edinburg for service." Eloy, Ernie, and skills and abilities, and Success, by
Frank, thank you for taking pride in Clean work sites can prevent many safety demonstrating competence, which
your work, putting the customer first, issues. Thank you, James, for your satisfies our customers' needs.
and consistently providing an incredible commitment to excellence and
customer experience! legendary customer service, and for
putting safety first.

11

conversations may/june 2017

Healthy Tip: Get Serious P.O. Box 207916, San Antonio, TX 78220-7916
About Humor
ADDRESS SERVICE REQUESTED Prsrt Std
Having a sense of humor is an important quality to U.S. Postage
have. Whether making your own jokes or enjoying
other people's, humor is one of the highlights of PAID
social interaction. Although some individuals Permit #6450
struggle with mastering the art of comedy, simply San Antonio, TX
being able to laugh at a joke has its benefits.
and not quite getting it right the first time is all a part of learning how
Recently, an article published by NBC News said to be funny. By being able to shake off a bad joke, you become more
researchers at University of North Carolina, Chapel confident and more likely to make a joke again.
Hill had discovered that laughing leads to decreased
anxiety and stress levels. Laughter can lower blood Read more at nbcnews.com/better/careers/how-be-funny-n755586
pressure and heart rate, while releasing endorphins
in the brain. The people responsible for laughter Employer of Choice (continued from page 10)
reap the health benefits of laughing, as well. Research
also reveals that humor is a useful tool in the and reach out for more specific feedback, most recently for benefits,
workplace. By cracking jokes amongst coworkers, recognition, and talent acquisition. Employees' opinions matter at HOLT.
employees can establish a sense of connection with
colleagues; telling jokes conveys confidence and Employees' lives matter at HOLT. We've significantly reduced our total
creativity, important qualities for being a successful recordable incidents over the last several months, and I'm looking
part of a team. forward to the day we can say we are 100% incident free. Our total
wellness program supports healthy choices every day and includes
Not good at telling jokes? Don't worry, you're not financial wellness consulting for all of life's tricky money challenges.
alone. According to the article, many individuals HDSI's professional development offerings provide the ultimate value
often have trouble telling jokes even though they to our individual employees – the opportunity to intimately understand
may have great a sense of humor. NBC consulted not only their own motivations, but those of their coworkers, customers
professional comedians Vicky Kuperman and Max and even family. This level of leadership education is invaluable and
Cohen, who asserted that a majority of people are unmatched across our competitors.
funny but don't realize it. The pair gave a few tips
on how to channel your inner comedian. HOLT truly is an aspirational employer, becoming the employer of
choice across all of the markets we serve. Thank you so much for your
Tell jokes infrequently and unexpectedly. contribution to our workplace. As you have ideas about how to create
According to Cohen and Kuperman, unexpected an even better environment in which our employees will thrive, I
jokes are the best kind! A few infrequent, sarcastic encourage you to raise them to your manager or human resources.
comments or jokes are the best way to ease into We're committed to an amazing experience for all of us.
joking amongst peers.
12
Find commonalities. Joking about things you have
in common with other people appeals to a wider
audience and makes everyone feel included in the
joke, facilitating inclusivity and bonding.

Give your jokes a trial run. Try to practice your
jokes before you tell them to your target audience.
Even simply saying the jokes out loud to yourself
helps perfect your delivery and will help you be less
nervous when saying it front of other people.

Be ready for the potential of failure. Cohen and
Kuperman say realizing that your joke may fall flat
is very important. While failure of a joke is somewhat
embarrassing, the two comedians say that trying