HOLT Conversations Jan / Feb2017

conversationsJAN/FEB2017
NEWS FOR HOLT EMPLOYEES AND THEIR FAMILIES

We Got Some Satisfaction and Loyal Customers!

"I can't get no satisfaction, 'Cause I try and I try and I Skills Training, known as HIGH 5 Training, nicknamed
try and I try . . ." These lyrics from the Rolling after our Customer HIGH 5 mantra. Approximately
Stones' hit song "Satisfaction" might have been 1,500 HOLT employees were trained in 2014 and
what our parts and service managers hummed 2015, and some received a refresher in 2016.
as we embarked on our customer experience In 2017, new employees will be introduced to
journey in late 2013. HIGH 5 Training through the new employee
onboarding program.
With best practices, reporting, coaching,
sharing, hard work, and recognition, these Five simple actions make up our Customer
same managers should be humming Kool and HIGH 5:
the Gang's "Celebrate good times, come on!"
#1 Greet With a Smile. Your greeting should tell
What Are We Celebrating? your customer you're glad they're here.

We're celebrating the delivery of Legendary Customer Service #2 Make Eye Contact. Truly engage with your customer.
and reaching our goal of a Net Promoter Score (NPS) of 80%.
This score translates to a Net Loyalty Score (NLS) of 74%. #3 Ask How You Can Help. Ask and really listen.
NLS is the calculation Caterpillar uses in our Dealer Excellence
Scorecard. Our 74% is better than the average 72% of other #4 Own It – It's Your Moment. Work like you own it. Take
North American Dealers! WOW! ownership of the customer solution.

Why is our score so important? We need loyal customers. We #5 Say Thank You. Thank your customer for their business.
want customers to return, and not go to our competition.
We Wanted to Do Better!
Our customer satisfaction and loyalty scores are based on The reporting, messaging, and training worked because our
parts and service (field and shop) survey feedback, and all of employees wanted to do better. Many of our store locations
us have a stake in that. Each of us provides service to our asked to be first to receive training. Laredo, Texarkana,
customers whether it' s when we answer the phone, prepare San Antonio, Sulphur Springs, Edinburg North, Edinburg
an invoice, fix a machine, sell a new machine, or simply give Truck, Fort Worth, and Austin were first in line.
directions when a customer enters a store. Thank you for
keeping our customers top of mind! We began engaging more and more with our customers.
Communicating more by returning the customer's call quickly,
Our Journey giving updates on machine status in a timely manner, informing
a customer if we were running late, or being ready with a
Our customer experience journey began with reporting and solution to their issue if we had to deliver bad news.
letting our employees know what customers were saying about
our service. We then embarked on Customer Service Soft (continued on page 12)

INSIDE P2 Safety P3 Wellness P4 Go Green | Our Brand P5 Most Interesting Person | Tale of Two |
Three Things to Know P6-9 Local News P10 HOLT Retirees & Babies P11 Enterprise News P12 Customer
THIS ISSUE Experience P13-15 Wellness/Benefits News P16 Feature Stories

conversations Safety News january/february 2017

Safety & Health Go Together Fatigue can change your ability to think
and function effectively during the work
By Jeff Stewart, day. It can also lead to a decrease in
Director of Safety alertness and cognitive function. This
& Environmental Culture may lead to poor judgment, employee
errors, and mistakes.
The words "safety" and "health" go hand increases the risk of injury, including an
in hand. Many tend to gloss over the increased probability of overexertion, Other health related issues that could
"health" and focus more on "safety." Maybe musculoskeletal disorders, and injuries impact workplace safety include stress,
it's because federal and state governments such as slips, trips, and falls. Back pain, heart disease, mental health, and
have historically provided us with a leading cause of workplace injuries, is substance abuse. Making healthy choices
regulatory safety guidelines, but employee often a result of being overweight. For outside of work can greatly improve
health has minimal regulatory guidance. every 1 lb. on your upper torso, there is your odds of safely returning home each
10 lbs. of stress to your back when you day injury and accident free.
It's no surprise that poor health can be bend at the waist. Given that the average
detrimental to our well-being, but most upper torso weighs 105 lbs., 1,050 lbs. Fortunately, health experts say that
don't realize there is a significant of force is applied to your back when changes don’t have to be large to make
correlation of unhealthy lifestyles to you bend, not taking into consideration a difference. Incremental changes to
workplace injuries and accidents. the weight of a load you are carrying or your diet, sleep routines, and exercising
Research shows that unhealthy lifestyle additional torso weight. can help improve your health. The key
choices may contribute to as much as to success is making a plan that is
25% of workplace accidents and injuries. practical and achievable. Establish goals,
celebrate those milestones, and realize
you might need a helping hand along
the way.

Obesity and fatigue are generally FRESHMAN VPS
considered the most risky of health
concerns in the workplace. Obesity In the last edition of Conversations, we introduced our new
vice presidents. Since then, Paul Cosper has been
Do you have promoted to Vice President-Power Systems Sales.
a great idea for a story? Here are his answers to the same questions we posed
to other VPs:
Send suggestions to
[email protected]

Editorial Board: Paul "The Rad Dad" Cosper,
Michelle Allen Vice President-Power Systems Sales
Debbie Boren
Alexandrea Trujillo Spends his time chasing four busy teenagers and hanging
Denise Herrera-Wieters ten every chance he gets.

Writer: Shelley Galbraith In the past few months, what is the smallest change we have made that has had
Design: LMW Design Group the biggest positive result?
Writing positive sayings or quotes on meeting room white boards and within emails.
Deadline for next issue: Sayings like, "We are one day closer to the next boom," became contagious and are
March 21 commonly heard throughout PSD, providing a confident reminder of better days
ahead in the Oil & Gas market.
2017 HOLT CAT What do we need to start doing?
I feel we need to start volunteering more often. Whether we are giving our time to
AyaPonsleudaa'lsrbleegoJgeoaaimtriohndnaeitmrlahclneeooTdmcnEahvhbdlaeeeinrnltrspeokafwrtpoyiisrolaoafnlCunrsBoo!@emonahavcoyrehdrlotsicu!asarsttui.socetono. msr,e. a peer or coworker, industry group, or a non-profit agency, volunteering builds
teamwork and relationships while revealing our brand.
What do you want your legacy at HOLT to be?
"He never stopped learning. He never stopped teaching. He never stopped caring."

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january/february 2017 Owners' Message conversations

Thoughts About Wellness

Corinna Holt Richter, Would you share your personal health/wellness goals for 2017? Peter J. Holt,

Executive Vice President/ Peter John: UGH! Just kidding, I do have health goals for this Executive Vice President/
Chief Administrative Officer year! I have continually struggled with keeping a consistent, General Manager
healthy weight. I have tried many fad diets, but this year I am
To learn committed to a more natural, balanced approach. My goal is to Do you have
more about eat less dairy and sugar and to work out at least four times a a question for
your personal week. With those goals in mind, I hope to lose 15 pounds and
wellness at HOLT, keep it off! Corinna
check out the stories or Peter J.?
beginning Corinna: Well, I am pregnant with my second baby, so health Let us know at
on page 12. and wellness are especially top of mind this year! Because there conversations@
is so much information out there about prenatal care and people holtcat.com
are not shy about giving me tips to stay healthy during my
pregnancy, it is easy for me to be confused as to what's good for
the baby, what I should avoid, etc. Now, more than ever, I rely
on my doctor and other reputable sources to know the facts
about pregnancy and prenatal care. As for my practical goals, I
am curbing my cravings for sweets by eating a lot of little meals
throughout the day and picking fruit over chocolate (most of
the time!). I am also committed to maintaining my Pilates and
training routine throughout my pregnancy because it gives me
more energy and I know from round one that it will serve me
well after the baby is here.

In your opinion, what is the importance of wellness in an
organization with a values-based culture?

Peter John: Personal wellness is absolutely vital to a successful
VBL culture, because we cannot thrive as a team if we are not
healthy individually. I have found that we can do little things
throughout the day to keep wellness on our minds like parking
further away from our office, standing every 15 minutes or so,
and having peers that will hold you accountable at the taco truck!!

Corinna: Our own individual health and wellness is critical to
the success of the company and our VBL culture. If you've ever
been on a Southwest flight, they tell you, in the case of an
emergency, to put your oxygen mask on before helping others.
I think that is a great analogy for personal wellness as a necessity
for team/company success. Put simply, we cannot perform at
our highest level (or sometimes at all) if we aren't healthy. Or
in other words, we can't contribute to our team or the company's
mission, if we don't care for ourselves first and foremost. So,
please take advantage of the company-supported benefits, know
the facts about your healthcare options, and get your annual
physical because we care about you and we need you to be successful!

3

conversations Feature Stories january/february 2017

Remember the Brand

Everyone has a personal brand that Consistently managing the HOLT brand at each of our locations means developing common
people remember and equate to them – branding elements, including signage, historical images and accent paint throughout all store
it can be your personality, the way you locations. Top: Little Elm store front; bottom: Edinburgh North inside decor.
interact, your mood, or maybe the way
you dress. The same goes for companies. clear to see how the new brand our company brand so that each of our
Our outward appearance and the way standards and branding elements have facilities maintains a strong, consistent
we present ourselves reflects on how our been incorporated into the facility HOLT brand and presents a great first
customers and the general public design. We have also retrofitted most impression for visitors.
perceive us. of our existing locations with some or
all of these branding elements. We would love to hear your thoughts.
For HOLT, first impressions occur when Marketing will continue to work with If you have brand suggestions or ideas
someone walks into a store lobby or our LMTs and with our facilities please contact Joe Carreon, Corporate
service office or when they are greeted department on other ways to enhance Marketing Manager-San Antonio.
by a sales or field service representative
on a job site. Since that first impression Contributed by Joe Carreon
is a lasting one, we want to ensure that
we do all we can to make sure our brand Go Green with Walking
reflects our company and provides that
great first impression. Do Your Part for the Environment

After taking a brand inventory across Did you know only five minutes of exercising outside
our territory, it is clear that while we can put you in a better mood while giving your self-
have a strong, well known and respected esteem a nice boost, too?
company brand, we could do a better
job of consistently managing the HOLT Simply taking a walk outside can change the way your mind
brand at each of our locations. is working when you come back inside to work. So, if you
are stressed, tired, drained, or just need some fresh air, take
Except for Caterpillar corporate a quick lap or two around the building. Your mind and
direction, we historically have not had
formalized HOLT branding guidelines. body will thank you for it.
To strengthen the HOLT brand, we
recently developed corporate brand
standards that focus on our values,
highlight our rich history, celebrate our
unique heritage, and acknowledge our
environmental efforts. We then
incorporated these brand standards into
a field guide for Local Management
Teams (LMT) to use in managing their
stores and our company brand.

With new brand standards, we enlisted
branding experts to help us develop
branding elements including signage,
historical images, and accent paint for
all store locations.

If you have been to one of our new
stores such as Little Elm, Victoria, or
Texas First Rentals in San Marcos, it is

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january/february 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’s been featured in for clues. Can you tell whose tale is whose? Answers are on page 7.
Rolling Stone Magazine"
Guy Clumpner 1) What's your favorite current TV show?
Stuart Redus, Condition Monitoring Chief Development a) The Ranch
Analyst Supervisor-San Antonio, is the b) The Crown
most interesting person at HOLT. Officer
Stuart served in the military in the 80s, 35 years of service 2) What's an item on your bucket list?
and re-enlisted after 9/11. His time in a) Skydiving
Iraq took a harrowing turn when the Robert Marlar b) Trying to fend off "kicking it" for as long as I can
vehicle he was driving was hit and Service Manager 4-Irving
disabled by a rocket grenade. 3) What hobbies do you have?
You can read the whole story online. 11 years of service a) Golf, cycling, motorcycle
Search for "Rolling Stone Abandoned b) The gym, cycling, music, yard work
in Iraq." Reader discretion is advised.
4) What was your first car?
Do you know an interesting a) ‘69 GMC
person at HOLT? b) 1964 Ford Mustang. Holes in the floor. Rust in the
door. 120k miles. It was heaven.
Send information to
[email protected] 5) Fun fact about yourself?
a) I started school in Hawaii
b) One year after graduating from college, on a whim,
I came to Texas from Ohio on a motorcycle, with $700
in my pocket

6) What's the last book you read/what are you
currently reading?
a) "Boys Will Be Boys," by Jeff Pearlman
b) "The Night Bird," by Brian Freeman

Three Things to Know About Longview

1 Longview HOLT CAT has Five Star Contamination
Control rating in all departments.

2 Ossamus Hitch Melvin, Sr., the founder of Longview, named
the town when he said, "What a long view!"

3 Three out of the four State Contest winners for the inaugural
HOLT Tech Wars came from Longview.

5

conversations Local News january/february 2017

Irving

Annual Car Derby Raises Four members of the "Shop C Crushers" show Santa Entertains Irving
Awareness for United Way off their car that won the Fastest Car title.
In December, The Irving Community
In October, Irving employees came Alarcon, Raymond Johnson, and Action Team (ICAT) hosted Santa and
together for the popular Irving Stacy Gonzalez. Mrs. Clause and a Chili Cook Off to
Campus Car Derby and Basket Raffle, spread holiday cheer.
which generated $1,326 to benefit the ICAT would like to thank every
United Way. participant and employee that donated Santa (Mark "Boston" Kayata, Shop
time, cars, baskets, and funds to the Service Technician 5), and Mrs. Claus
Eight derby teams competed for United Way events. ICAT's success is (Shannon Warner, Credit and
recognition and bragging rights. The 100% derived from the Irving campus Collections Representative 1) arrived on
winners were: employees and we appreciate the hard a Cat 416F2, much to the excitement of
work, effort, and fun that our campus employees and their children. The kids
Fastest Car: "Shop C Crushers" from has bestowed upon us. Thank you, Irving received gifts from Santa and got to take
Machine Service Shop C, Isaiah Campus! Contributed by ICAT pictures with the Clauses.
Camacho, Abisai Verdejo, Mark
Kayata, Brian Spawn, David Williams, "The holidays are all about family, and
Benjamin Satterfield, John Sullivan, as a family business, we enjoy celebrating
Phyllip Valenzuela, Clinton Ladd, and with our extended family – our
Timothy Andring. employees and their loved ones," said
Corinna Holt Richter, Executive Vice
Fan Favorite: "Frankie" from PSD President/Chief Administrative Officer.
Engine Rebuild, Shane Kreitinger and
David Newton. Santa's visit was followed by a Chili Cook
Off, at which 11 employees battled for
Most Creative: "CATstophic" from the title of Favorite Chili. Hot dogs or
Service Assets, Mark Pavuk, Sebastian Fritos were topped with employees'
choice of chili from the competition.
Irving Partner of the Month Marlar, Machine Division Service
Manager; Amanda Wynter, HR First place winner for Favorite Chili was
In late November, Irving was surprised Generalist/Recruiter; James Ray, Parts Tony Spalding, Director of Intern and
by a visiting group from Dubiski High Manager; Keith Cole, Power Systems Apprentice Programs. Second place was
School and GPISD (Grand Prairie Division Service Manager; and David Juan Garcia, Shop Serice Technician,
Independent School District), who told Reynolds, Cat Support Manager. and third place was Alfred Davila, Shop
them they had been selected as their Service Technician.
Industry Partner of the Month. HOLT CAT is proud they continue to
be the benchmark for all other industry Thank you to Irving LMT for cooking
Many employees made this possible, partners to follow. and to the Irving Campus for supporting
including Tony Spalding, Director of ICAT, our events, and future endeavors.
Intern and Apprentice Programs; Bobbie Contributed by Tony Spalding
Lusk, Service Coordinator; Robert Contributed by ICAT

Representatives from Dubiski High School and GPISD present the award for Industry Partner of
the Month to HOLT employees at Irving.

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january/february 2017 Local News conversations

Cleburne

Cleburne Food Drive

During November, the Cleburne team (l-r): Dominic Giacomara, Trace Newman, Cory Bassinger, Jake Sumpter, Jeremy Kaal, Will Selman,
collected food to be donated to James Holloway, Ashley Carr, Karen Randall, Joshua Lindsay, Jay Collup, Casey Siegmund, Alex Fidalgo,
Operation Blessing, a nonprofit outreach Tyler McCoy, Eli Zaluga, Zach Greenwood, Greg Cauley, and Brett Beshore.
center in Cleburne. They were able to
collect almost 1,000 items! The pallet of
food was delivered in late November.
We thank the Cleburne employees for
giving back to their community and
leading by example.

Contributed by Jessica Brenton

Lewisville Pflugerville

Teamwork to the Rescue

Derik Johle and John Leslie, Field Service
Techs-Pflugerville, regularly demonstrate
teamwork, caring attitude toward employees
and customers, and professionalism.

(l-r): Scott Marvin, Corey Powell, Katelyn Pierce, Chris Miron, Tabitha Keith, Phillip Minton, Recently, John was in the field and needed parts
Nathan Lowe, Daryl Neill, Andrew Cordero, Layne Nelson, Greg Breckwoldt, Chris Callahan, brought out to complete the job. Derik was going
Jon Manning, Sam Garza, and Ryan Jones pose with food drive donations. to a job near him and volunteered to drop off
the needed parts. Upon arriving at John's work
Lewisville Food Drive site, Derik noticed that John' s truck had a flat
on the inner dual wheel. Even though it was
pouring rain, Derik took the time to change
John' s tire for him. Great teamwork like this is
what makes HOLT a great place to work.

Contributed by Mike Coolidge

Lewisville employees Nathan Lowe, Service Manager; Tabitha Keith, Service
Coordinator; and Ryan Jones, Sales Coordinator, put together a food drive
to benefit the North Texas Food Bank with a goal to fill a skid steer bucket
with donated food.

The employees not only reached that goal, but also sold the first skid steer
that was used in the display. A win for HOLT CAT and a win for the North
Texas Food Bank. We applaud the Lewisville employees for their service to
their community.

Contributed by Nathan Lowe and Tabitha Keith Derik Johle and John Leslie, Field Service Techs-Pflugerville.

Answers to Tale of Two on Page 5: 1)(a) The Ranch (Robert) (b) The Crown (Guy) 2)(a) Skydiving (Robert) (b) Trying to fend off "kicking
it" for as long as I can (Guy) 3)(a) Golf, cycling, motorcycle (Robert) (b) The gym, cycling, music, yard work (Guy) 4)(a) '69 GMC (Robert)
(b) 1964 Ford Mustang. Holes in the floor. Rust in the door. 120k miles. It was heaven (Guy) 5)(a) I started school in Hawaii (Robert) (b) One
year after graduating from college, on a whim, I came to Texas from Ohio on a motorcycle, with $700 in my pocket (Guy) 6)(a) "Boys Will Be
Boys," by Jeff Pearlman (Robert) (b) "The Night Bird," by Brian Freeman (Guy)

7

conversations Local News january/february 2017

San Antonio

Building Progress Continues

Below, Peter J. Holt, Executive Vice President/General Manager, and Corinna Holt
Richter, Vice President/Chief Administrative Officer, oversaw the topping out
ceremony for the new headquarters building in early February and watched as a
beam, signed by many employees, was hoisted into place on top of the building. The
main entrance for HOLT CAT San Antonio is now off Loop 410 and both our non-
truck and truck entrances are open and fully operational. The W.W. White entrance
has been closed. Contributed by Joe Carreon

NBCERT Award Winner Walking for Health

Jeff Adams, Technology Specialist 2-San Antonio, was awarded the Regional CERT Rosemary Calvillo, Director of Total
Member of the Year Award (2016) by the Alamo Area Council of Governments, in Wellness, and Rusty Gramley, Machine
part for logging over 200 hours of community service. Jeff is a member of the New Shop Supervisor-San Antonio, captained
Braunfels Community Emergency Response Team (NBCRET). NBCERT was also Team HOLT, 26 walkers and runners
recognized as the CERT Team of the Year for 2016. that participated in the San Antonio
American Heart Association Heart Walk
The CERT program is one of five Citizen Corps Programs (Volunteers in Police late last year. The team raised $325 for
Service, Fire Corps, Neighborhood Watch, and Medical Reserve Corps are the AHA's mission of building healthier lives,
others) sponsored by the Department of Homeland Security and Federal Emergency free from heart disease and stroke, while
Management Administration. They train civilian populations on what they can do the AHA's local fundraising efforts have
during a disaster/emergency that positively impacts their local community. Local raised $2.3 million for cardiovascular
jurisdictions may sponsor any one of these programs, and each one educates research in San Antonio!
communities on how to help themselves until professional responders are available
to assist. Contributed by Glenn Swisher The benefits of walking can be celebrated
all year long by adding walking and
Longview movement to your day, every day. Join
HOLT at next year's event!
Legendary Customer Service anticipation of bad weather. D&R
thanked Darrell and HOLT CAT for a Contributed by Dianna Perez
Darrell Paull, Sales Representative- job well done.
Longview, received praise from Little Elm
customer D&R Electric on Facebook last We thank Darrell, too, for being an
month. Late on a Saturday night Darrell excellent example of Legendary Community Project
responded to a D&R customer request Customer Service!
to provide emergency standby power in HOLT is playing a big role in
Contributed by Tom Barry improving the community with the
Lakefront Trail project, a new 3.5-mile
8 hike and bike trail in the city of Little
Elm. Keith Roeschley, owner of
RoeschCo Construction, is using Cat
equipment exclusively on the project.

"Using Cat machines with GPS means
that we were able to clear, grade, and
build the trail easily and quickly. HOLT
has been a great partner in every aspect
– sales, service, transport, and support,"
said Keith.

Contributed by Sabine Fritz and Scott Fowler

january/february 2017 Local News conversations

Edingburg North Ag Maintenance Class Proves
to be a Win-Win Situation
HOLT employees and Edinburg Police came together to contribute to a successful toy drive.
As a way to stay close to customers, help
Toy Drive to Benefit Children them avoid downtime, and keep tractors
running in the field, HOLT Agribusiness'
The Edinburg North LMT held a successful toy drive for the Edinburg Police Blue Jesus Pena, Sales Representative-
Santa to benefit local needy children. Our employees demonstrated a caring attitude, Edinburg, hosted a maintenance class at
one of HOLT's core values. Well done! Contributed by Guadalupe Guajardo the Edinburgh store. Over 20 customers
attended, including several from Mexico.

HOLT techs demonstrated basic
maintenance and safety issues to be
aware of on a Challenger MT800 Track-
type Tractor.

Customers were extremely pleased with
the event, which proved to be a great
way to keep in touch.

Contributed by Sabine Fritz

Fort Worth Texas First Achieves 5-star a defined set of procedures that must be
followed and a formal auditing process
Standing (l-r): Freddie Ratcliff, Cory Holton, Big congratulations to Texas First Rentals to verify that a site is meeting the
Dylan Smith, Jamie Knapp, Robert Haas, Deven Fort Worth for being the first Texas First standards. Ratings are earned based on
Riley, Naman Shedd, Brian Gross; Kneeling: Rentals store to achieve a 5-star rating performance. A 5-star rating, the highest,
James Laymance, Armando Diaz, Chris Cox in Caterpillar's Contamination Control indicates 95% or better compliance with
Program. Created in 2000, the program the standards. Contributed by Michael Meyer
Waco implements a rigorous set of
requirements and guidelines, complete Become a Social Media
Supporting A Local Cause with a Caterpillar audit, to ensure the Ambassador
highest standards of cleanliness are met.
HOLT's Waco store donated $1,000 to While the individual elements of We're looking for "Social Media
the Junior League of Waco in support contamination control are widely known Ambassadors" to help us with content
of Care Net Pregnancy Outreach Center. best practices, Caterpillar has developed for our social media channels. Our
Heather Wilson, Ag Sales Coordinator- customers and fans love seeing what
Waco, is a provisional member of the (l-r) Erin Carroll, Johnny Walker, Heather Wilson HOLT employees are up to, Cat
organization and requested the donation (a Waco Junior League member), Melissa Light, machines, technicians at work, and
on their behalf. Don Hardwick, Kevin Lilley, and Greg Jones much more!
Care Net, a part of United Way of helped support a donation to the Junior League.
McLennan County, provides assistance If you think this may be a good fit
for new moms in the Waco area. The for a new outdoor area and playground, for you, contact us at:
donation helped fund two live oak trees, and a walking trail that gives residents
flower beds with soil, mulch, and compost and visitors a place to play and relax. HoltConnect@ holtcat.com

Contributed by Melissa Light /HOLTCAT
9
@HOLT_CAT

@HOLT_CAT

conversations Local News january/february 2017
Retirees

Charlie Duff – 27 Years Gonzalo Aguayo – 48 Years

Charlie Duff 's career with HOLT Gonzalo Aguayo joined B.D. HOLT
began at Darr Equipment in 1989 as Company in 1968 delivering parts. He
a welder and leadman in the Power worked in various positions for the
Systems Fabrication Department. He Machine Division Parts Department
left briefly to work for Warren Cat and and earned several promotions
was rehired in April 2006 as a Service throughout his career. For the last 35
Manager for the Power Systems years, Gonzalo has held the position of
Division. In 2014, Charlie accepted the parts counter sales representative and
position of PSD Packaging Manager, the position he held until was named Parts Counter Sales Representative of the Year,
his recent retirement. twice. Gonzalo is recognized for promoting teamwork and
giving our customers exemplary service every day. His industry
Charlie holds a wealth of industry knowledge and worked knowledge and expertise is highly respected throughout the
diligently to lead his team to complete projects in a timely company and valued by our customers. HOLT would like to
manner, while continuing to deliver high quality equipment thank Gonzalo for his service to our company, as well as to
packages. All of HOLT wishes him well in his retirement. our country in the United States Army.

HOLT Babies!

Mark Albus, Warranty Claims
Specialist-San Antonio, and his wife,
Lisa, are pleased to announce the
arrival of their newest
granddaughter, Olivia Ann Albus,
on December 19. Olivia (aka Baby
"O") was adopted by their daughter,
Tiffany Albus. Olivia Ann came into
Tiffany's life at the age of four weeks
old as a foster child and turned one
in December.

Congratulations to Haily Biela, Alexandrea Trujillo,
Vehicle Fleet Administrator-San Sales Support
Antonio, husband Nathan and Coordinator-San
daughter June on the birth of their Antonio, husband
second daughter, Hadley Lee, on Steven and daughter
December 28. Emma, welcomed
baby Oliver Franklin
on November 10.

10

january/february 2017 Enterprise News conversations

Great Ideas + Great Execution communication. Apple didn't invent or
= Incredible Outcomes own the cellular data network, but rather
built upon the progress and innovation
By Edward Craner, of AT&T and Verizon, which enabled
Senior Vice President, Apple's design and technological
Strategy & Marketing advances to become reality.

On June 29, 2007 – almost ten years ago Grandma's CorningWare). The product The bell weather of any good idea, plan
– Steve Jobs launched the iPhone and had actually been mothballed until or strategy is that it appears as common
commenced to change the way in which Steve Jobs determined it could be a key sense when reflected upon. Apple's
the world communicates. Swiping and piece of Apple's intuitive navigation genius was, and continues to be, how it
pinching on a glass surface quickly and user interface. views the market and spots opportunity;
replaced clunky key and arrow translates the opportunity into an
commands and was rapidly adopted by Another existing technology was the innovative design; then quickly and
a world hungry for an easy and intuitive mapping application. GPS maps were flawlessly executes a product or service.
way to connect. Looking back, it wasn't nothing new as they had been This is common sense for any successful
a singular idea that Apple had (build a incorporated into vehicle dashboards company and can be applied to what we
new, cool phone), but rather a and on mobile devices. But the seamless do at HOLT.
conglomerate of ideas and technological interface between a texted or emailed
advances bundled together. Take for address and the map "automagically" Innovation and disruption are not
instance the glass surface that Apple uses opening to the correct location was limited to global technology companies
for its touch screen. Called Gorilla Glass, brilliant. Or think about the "pipe" or Silicon Valley startups. Rather, new
it was invented by Corning (yes, the that transmits all the data needed for ideas can and do come from people who
same company that made your seamless and uninterrupted digital can spot an opportunity, devise a
solution, and then successfully execute.
Join with us as we look for ways to better
run our business and exceed our
customer's expectations.

HOLT Wants You, degree in Business Administration from
and You, and You! The University of Texas at San Antonio,
and an MBA from The University of the
By Beki Webster, Incarnate Word. Be on the lookout for
Vice President of Human Resources Val. We're excited he joined our team!

HOLT CAT is hiring to fill a variety of Val brings significant recruiting To be successful in the hiring effort, we
opportunities throughout the company. experience from multiple organizations, need your help. Here's what you can do:
Competition for people is fierce, most recently as the Recruiting and
and we are pleased to share that Employment Manager for CCC Group Visit the HOLT CAT Careers page on
Val Sanchez has joined the HOLT CAT in San Antonio, where he provided direct our website to view current open jobs.
HR team as our new Manager, Talent oversight for all hiring activity for the last
Acquisition. Val will lead our hiring several years. Val also brings a wealth of If you know of someone who fits
efforts, provide strategy for current and experience across many other human these opportunities, have them go to our
future work force planning, and ensure resource areas, including employee website and apply.
positive and consistent candidate and relations, staff development, records
hiring manager experiences. management, policy development, and Or, contact Val and let him know you
legal compliance. Val has a bachelor's have contacts we should call.

11 A reminder: we are in need of qualified
technicians. Our Employee Referral
program targets service technicians,
creating an opportunity for you to refer
technicians and earn up to $2,000!

conversations Customer Experience january/february 2017

HIGH 5 Heroes Safety Matters Values in Action

George Cooper, PSSR-Corpus Christi, A timely Toolbox Talk on killer bees Two HOLT employees used their own
was visiting with customer Brian paid off for Alex Lopez, Field Service money and time to brighten the holidays
Muenchow, Equipment Manager for Technician 2-Edinburg North. Shortly for the local elderly they serve.
Commercial Metals. The company after Guadalupe Guajardo, Service
recently had field service work done by Manager-Edinburg North, presented a Kristi Hartford, Accounts Receivable
HOLT CAT. Brian told George he was talk at a Safety Meeting, Alex had an Lead-San Antonio, and Stephanie
very impressed with the service and encounter with a swarm of bees. He took Woodard, Accounting Clerk 2-San
repeatedly praised the two technicians the proper steps to ensure his safety and Antonio, are Meals on Wheels
who had worked on their equipment, the safety of others: volunteers. They've come to know their
Alan Mayes, Field Service Tech 5- clientele and wanted to brighten their
Corpus Christi, and James Dyche, Field • Turned off his truck and investigated holiday. They did just that with gift bags
Service Tech 4-Corpus Christi. of hot chocolate, candy, treats, warm
• Called his supervisor and sent pictures socks, and big smiles. Their commitment
This isn't the first time the two have to the community did not go unnoticed.
been praised. Customers are "wowed" • Supervisor shared information with
by these technicians. A big HIGH 5 to the Service Manager Kristi and Stephanie, thank you for living
Alan and James for delivering our values by demonstrating a caring
legendary service. • Field Technician was instructed to stay attitude.
away from the machine
Contributed by George Cooper Contributed by Terry Ludzenski
• Service Department informed the
customer

Contributed by Audy Snodgrass

Satisfaction (continued from page 1) Waco, calling to ask for clarity around employee recognition awards through
customer feedback. our HOLT Values Work Employee
Through our journey we found some Recognition Program.
best practices. Here' s a peek: Mark Engels, Service Manager-Irving,
ensuring service calls are answered HOLT CAT ranks among the top 30
Craig Johnson, Service Manager- morning, noon, and night and following dealers in North America in customer
Longview, asking for more HIGH 5 up on weekends. loyalty, moving between a ranking of 20
cards every few months to hand out and through 24. (In 2013 and 2014, we
hang up in various locations. Michael McMahon, Field Service ranked near the bottom, floating from
Manager-San Antonio; Brad Brown, a ranking of 49 to 51 among 54 dealers.)
Bradley Bjork, Parts Manager- Shop Service Manager-San Antonio; and
Longview, asking for a telephone script Steve Wilson, Regional Parts Manager- Our Parts Department finished 2016
so he can better interact with customers. San Antonio, coming to the table for with a rolling 12 Net Promoter Score of
whatever we've asked them to pilot. 86%, ranking among the top 10 dealers
Alvin Thomas, Parts Manager-Corpus in Parts!
Christi, asking for guidance to ensure Ricardo Zapata, Parts Manager-
his Parts Counter is the best it can be. Edinburg Truck, bursting with pride What's Next?
about his team and letting them know
David Treiber, Service Manager-Corpus what a great job they're doing. We've just rolled out a Machine Service
Christi, reminding employees that Communication Project built around
customers don't complain about being Progress Worth Celebrating communicating more internally, so we
over-communicated with. The training, best practices, hard work, can better communicate externally with
customer communication, and our customers. Our expectation is that
Neal Pargmann, Parts Manager-Fort outreach translated to some big it will go a long way toward our
Worth, engaging with our surveys and milestones we should all be proud of. continued commitment to delivering
developing a deep understanding of them. Check this out: Legendary Customer Service in every
customer interaction.
Fort Worth LMT pursuing a laser focus Since January 2014, our employees
on customer experience, customer have earned approximately 7,682 Stay tuned for our progress. Help us get
engagement, and the HIGH 5. even better!
12
Kevin Lilley, Truck Service Manager- Contributed by Denise Herrera-Wieters
Waco, and Erin Carroll, Parts Manager-

january/february 2017 Wellness/Benefits News conversations

Sharing is Caring — Profit Sharing Contributions

When possible, at the owners' discretion, Q: In what form will I receive the profit Vesting Schedule
HOLT shares the company's annual sharing and forfeiture contribution?
profits with employees as recognition Years of Vested
for sustained commitment and hard A: Contributions are pre-tax employer Vesting Service Percentage
work in alignment with our value of contributions and will be invested
"Commitment, by sharing a mutual according to your current 401(k) plan Less than 1 0%
desire to succeed." This profit sharing is investment elections. You can view your 1 0%
a special contribution to your total 401(k) account on Vanguard's website 2 20%
compensation package and a meaningful at www.vanguard.com. 3 40%
part of your long term financial planning 4 60%
and future. Q: What are forfeiture funds? 5 80%
6 100%
We have provided the following Q&A A: Forfeiture funds consist of profit
to help you better understand this sharing and company match Example: You have worked for HOLT
benefit. contributions that are designated to four years and have received Employer
employees who have since left the contributions of $1,000. You terminate
Q: What is profit sharing? company and were not vested and/or employment and request a distribution
fully vested in their 401(k) plan. These of your Employer Contributions. With
A: Profit sharing contributions represent forfeiture monies are re-allocated to four years of vesting service, you will
a percentage of the company's annual employees at the same time of profit receive 60% or $600.
profits that are distributed to all eligible sharing distribution.
employees. A specified dollar amount is Sharing the profits is one of the ways we
established and deposited into eligible Q: What is the vesting schedule for the strive to create and maintain a fulfilling
employee 401(k) accounts on the same profit sharing contributions? work place and a long-term investment
vesting schedule as 401(k) company for our employees.
match. A: The following vesting schedule applies
to both Profit Sharing and Matching
Q: Who is eligible to receive profit Contributions (401(k) match is up to
sharing? 3% of your eligible W-2 wages):

A: To be eligible to receive a contribution, HOLT’s offices will Memorial Day
you must have been an active employee be closed for Monday, May 29
as of December 31 of the previous plan observance of
year and have worked a minimum of the following Independence Day
1,000 hours. holidays: Tuesday, July 4

Q: How much is the profit sharing Labor Day
contribution? Monday, September 5

A: Profit sharing contributions will vary Thanksgiving Day
from year to year, depending upon Thursday, November 23
HOLT performance and profits. These
contributions are distributed based on Floating Holiday
owners' discretion as determined after Friday, November 24
the business performance year is
complete. Christmas Holiday
Monday, December 25
Q: When will I receive my profit
sharing and forfeiture contribution? New Year's Holiday:
Monday, January 1, 2018
A: The contribution is typically posted to
your 401(k) account at the end of the first
quarter following the calendar year end.

13

conversations Wellness/Benefits News january/february 2017

Benefits Survey Results

CATEGORY Perks
RANKING Traditional Benefits Non-traditional Benefits Rewards & Recognition

First 401K Match Gym Membership Paid Time Off Event Tickets

Second Health & Welfare Company Events Gift Cards Discounts on
Entertainment & Retail

Third Profit Sharing Healthy Foods/Snacks Sports/Theater/Event Store Recognition Events
First Paid Time Off Tickets Company Team Building

WRITE-IN RESPONSES

Company Team Building Rewards Program

Second Bonus Wellness Bonus Food

Third Wellness Community Outreach Travel Rewards Program

By Beki Webster, Vice President of Human Resources We were pleased to see a significant interest in wellness
– expanding opportunities for wellness information,
2017 is off to an exciting start! Thank you for your activities, incentives, and overall programming. As you
feedback and support as we continue to make HOLT know, we have already re-energized our commitment
the best place to work in Texas. Our collective work is to total wellness by including financial, community,
an excellent example of our core value of "Excellence, and personal focus.
by continually getting better."
For example, you've likely received our new wellness
An important part of this goal was the preferred benefits calendars. It is a tool that helps you keep track of your
and rewards survey we circulated in December. We are wellness activities and will coincide with additional
grateful for the 1,500+ employees (62%) who shared their communications planned throughout the year.
suggestions. The result of the survey are detailed in the
chart above. Our wellness initiative will only get stronger with your
participation. Based on our current interest level, we
Overall, the results showed that our traditional benefits are right on target for where we want to be. We are
are aligned with employee preferences. We will continue excited to share more as the year progresses.
to look for opportunities to ensure our total
compensation plan continues to be competitive and What are the next steps? Our leadership team is taking
equitable. some time to review your feedback and consider all
recognition and benefit possibilities. Stay tuned. There
Many employees recommended Human Resources will be more news soon as a result of this survey. I’m
explore new ways to reward exceptional performance, always happy to answer any questions you may have
offer flexible/non-traditional work schedules, and create about this project. Please let me know how I can help.
additional opportunities for paid time off. Others
requested more company and community events to build I am thankful to work with committed and engaged
strong relationships with co-workers and promote team employees like you. All of us at Human Resources
spirit. Genuine praise for hard work and commitment appreciate your partnership to help make HOLT CAT
also scored high on the list. an even better place to work!

14

january/february 2017 Wellness/Benefits News conversations

Health Benefit Financial Wellness For You
News
Balancing everyday living expenses with your saving and retirement goals is a challenge.
Doctor on Demand Plus, there are added expenses such as planning for kids' college expenses and dealing
with unexpected health care bills. Your financial life can be a complicated process.
In May 2016, Doctor on Demand Whether they're planned or not planned, new priorities will come along that will affect
was offered to employees and their your finances.
covered dependents enrolled in the
Blue Cross Blue Shield Medical We're partnering with Bank of America at Work to provide you with a broad array of
Plan. With this service, you and resources and services to help improve your all-around financial wellness. Each quarter
your covered dependents are you will receive targeted communication via your HOLT email, tackling relevant topics
entitled to free, unlimited Doctor and answers to important financial questions. You also have access to dedicated Bank
on Demand medical visits. This of America at Work specialists that can provide one-on-one assistance to help you meet
benefit allows you to connect with your financial goals. They can be reached Monday through Friday, 7am-7pm at
a board-certified doctor within 1-844-528-9675. In addition, you can access their website, bankofamerica.com/
minutes on your smart phone, bankatwork, which includes additional articles, videos, and tools to support your
tablet, or laptop through live video. financial well-being.
No more waiting rooms. No more
Urgent Care or ER visits. We hope you'll find this information helpful and we look forward to providing you with
educational resources and workshops throughout the year.
Download the Doctor on Demand
Download App on Google Play for SAN ANTONIO EMPLOYEES ONLY
Android, or via the App Store for
iPhone or iPad. All you need to Introducing Ranger Health - A New Benefit Program
register is basic personal and
insurance information. We are happy to announce two new health benefit programs, Ranger Health
Connect and Ranger Health On Call, which started on February 15. Since
Introducing Airrosti Ranger Health is an emerging company, their services are limited to the San
Antonio area. As a result, these programs are only offered to employees and
Whether you've been living with their covered dependents in the San Antonio area that are enrolled in our Blue
chronic pain for years, or you've Cross Blue Shield (BC/BS) medical plan. While this new benefit is only in
recently experienced an injury, San Antonio, we are hoping to roll out this program at other store locations
Airrosti doctors are dedicated to in the future.
getting you out of pain quickly and
back to doing what you love. Ranger Health is a service that provides fast, convenient, and affordable access to
Airrosti-trained chiropractors and quality health care, empowering you to take command of your health. Services
physical therapists are experts at and features of this program include:
identifying and rapidly correcting
the root cause of your pain, often Identifying the best doctors in the BC/BS network for your specific needs
within just three to four visits.
Offering a house call visit at your home or workplace with a co-pay of $50
Commonly resolved conditions (your current urgent care co-pay)
include (but are not limited to):
back pain, neck pain, knee pain, VIP Scheduling for fast appointments
shoulder pain, headaches, and foot
pain. Watch for news about Assistance in navigating complex health
complimentary onsite workshops care decisions and options
that are being offered by Airrosti
this year. Ranger Health member service team can be
reached either through mobile app, local
Blue Cross Blue Shield of Texas is office, or website.
in the network for the Airrosti
group. A specialist office visit co- Download the Ranger Health Mobile
pay would apply. App for simple access to services

Call member services at 1-844-852-2968

Log on at RangerHealth.com

15

conversations january/february 2017

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

Winner of Regional Tech ADDRESS SERVICE REQUESTED PRESORTED
Wars Finals Announced First Class Mail
U.S. Postage
Tech Wars was designed as a friendly competition
to allow HOLT technicians to showcase their PAID
technical knowledge and expertise. It also provides
an opportunity to recognize technicians who Permit No. 244
demonstrate the values of "Excellence" and "Success" San Antonio, TX
within our organization.
Texas First Rentals, HOLT, and Caterpillar representatives gathered to celebrate their
Regional finals are complete and technicians who 5-star rating.
advanced have the opportunity to compete in the
Tech Wars State Finals contests. Texas First Rentals Gets 5 Stars

March 8: State Finals Contest PSD Electric Power Texas First Rentals received a prestigious 5-star rating from Caterpillar
Generation in Irving for Rental Operations in 2016. Rental Operations Certification is part
of Caterpillar's drive to provide a consistent, best-in-class rental
March 13-14: State Finals Contest PSD Engine in experience for customers around the world. Key focus areas are: Asset
San Antonio Control, Performance Control, Sales Management, Business Growth,
and Safety & Employee Development.
March 15-16: State Finals Contest Machine in
San Antonio Congratulations to all Texas First Rentals employees!

April 4-6: Multi-dealer Contest at Riggs CAT 16

Electric Power Generation State Finals Competitors
are Chris Gilbert, Irving; Anthony Gowen, Irving;
Patrick Hodges, Irving; Derik Johle, Pflugerville;
John Leslie, Pflugerville; Bradley Moseley, Irving;
Joseph Rogers, Irving.

PSD Engine State Finals Competitors are Hortencio
Avalos, Victoria; Vince Jones, Longview; Alan
Lindow, Longview; Wade Nagel, Victoria; Jeremy
Posey, Irving; Robert Wingate, Longview.

Machine State Finals Competitors are Autry Adams,
Longview; Michael Berry, Longview; Alfredo
Gomez, Austin; John Hebert, Texarkana; Jarrett
Payton, San Antonio; Steven Pinkerton, Longview.

On-highway Truck winners advancing to the multi-
dealer competition are Noel Leach, San Antonio;
Randy Porter, Longview.

Congratulations to all our technicians who have
competed in Tech Wars and good luck to these
technician winners as they compete in the next
rounds of Tech Wars!