Premier Magazine 2017 - Issue #7

MAGAZINE ISSUE 7 | DECEMBER 2017

2017

Best in Canada
WHY DO WE DO

?WHAT WE DO

Celebrating

the milestones of 2017

8‘Serving folks Weplgl.’

Premier Magazine ISSUE #7

CONTENTS

MAGAZINE 8OISnSUtEh7e|CDoEvCeErMBER 2017

3CEO CORNER ‘Serving Folks Well’
Why do we do what we do? 50 years of serving customers and
3CE UPDATE a foundation for what Premier
Tips to communicating with customers. Equipment is known for today.

4DRIVING TIPS
Winter driving do’s & don’ts.

HR UPDATE 5New benefit provider. Perkopolis
program reminder.

COMMUNITY

5Friend in Need program.

Breakfast for learning update.

FIDA 6Kreyol Garden - Partner Update

BIC AWARDSRead the story’s behind the BEST OF THE BEST 16Celebrating the best of our employees.

10nominations from 2017 Weddings, Births, new homes and Retirement!

HEALTH & SAFETY

15When to report an injury or illness

2

?WHY DO WE DO WHAT WE DO CEO Corner / Customer Experience Update

Brett Barriage

Deep Thoughts and a Plea for Help! continuously improve. We also feel
that we need to enhance our focus
Do you have some days when you wake up and and develop an extremely meaningful
wonder “why am I doing this?” Well, if you’re purpose statement that is even more important to us
human I suspect that you do. I know I have those days than our BHAG. It will answer the questions “why do we
once in a while but then again maybe it’s cause I’m do what we do” and “how do we/I make a difference?”
getting older or just plain old. Some might even say To help us get there we are asking for you help. We
it’s ‘cause I’m maturing but there are several people, are inviting you to submit your thoughts to answer the
including my lovely wife, that would argue that. There’s two questions above. You can submit in bullet point
no doubt that some days can be tougher than others form or you can also write a sentence or two if you feel
so inclined. We will review each and every submission
with all the commitments that we are and either pull out some of the great thoughts/
trying to balance and maintain - comments or who knows maybe even just use directly
from family, work, sports, you what someone has put together. To entice you even
name it. Whether we like it or further we are committing that if all or some of what
not a great deal of our time is you have submitted is utilized in the final product then
consumed with our work life, you will be entered into a draw to win one extra week
which has been leading me to of vacation for 2018.
think lately – “why do we do what
we do?”. It’s a given that we all need Submit suggestions to: [email protected]
Deadline: January 31, 2018
income to support ourselves and our
families so that we can enjoy the things So put your thinking caps on and let us know “why
that are important to us but why do we all do we do what we do” and “how do we/I make a
choose to work in this amazing industry difference?” Thanks for what you do each and every day
and as part of the Premier Team? to take care of our valued Customers. I look forward to
reading what you send in.
We feel our BHAG, to be the best John
Deere dealer in Canada, is still 100% I would like to wish you and your family a wonderful
relevant for us as an audacious medium- Christmas season. ~ Brett
long term goal. This gives us focus on
what we are striving for as we look to

CUSTOMER EXPERIENCE UPDATE Dave Moore

Customer Expectations are ever changing but some basic things stay the same:

NEVER SAYING NO! negative words, when dealing with customers we
You may not always be able to say yes! Instead focus shouldn’t use any negative words let alone back to
on what you can do and the options you have versus back.
saying no. The second issue is it sends a message to the customer
POINT VERUS SHOW that what they are asking for or what they want is not
When asked where a item is show the customer to the a problem for you. However when serving customers
isle , office or machine don’t make the customer do the its not about you or your convenience its about the
work, don’t just point!! customer. The phrase “no problem” places your
NO PROBLEM IS A BIG PROBLEM comfort ahead of the customers!
The first issue with saying no is that consists of two

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Premier Magazine ISSUE #7

CUSTOMER EXPERIENCE CONT. MAKE THE CUSTOMER WRONG
It really doesn’t matter who’s mistake it was, even if the
ONLY SAYING I DON’T KNOW customer is blaming us, we don’t need to prove them
Its fine to say I don’t know or I am not sure about that, wrong. Just handle it and make it right.
as long as you follow up with” I would be happy to find Every business is under a microscope
out for you.” Companies can no longer hide if they deliver
unacceptable customer experiences and treat people
ACCEPTING FINE OR OK disrespectfully. Think about it how would you behave
If asking a customer how their experience was and they if CKCO NEWS was in the building filming? Well with
reply “ fine” or “ it was fine” or “okay” that’s bad! Those smart phones everyone has a video camera!
phrases mean let me pay and get out of here!!
If Customers say that we should dig a little deeper
because we really want to hear excellent or amazing!

WINTER DRIVING TIPS Dave Moore

Here’s a few tips that might save you from getting stuck or worse!

Buckle up before you start driving. Keep your seat belt • Steer with smooth and precise movements. Changing
buckled at all times. Ensure your vehicle is winter prepared lanes too quickly and jerky steering while braking or
accelerating can cause skidding.
• Winter wiper blades, these really help!
• Check your tires, replace if necessary don’t wait • Be aware and slow down when you see a sign warning
that you are approaching a bridge. Steel and concrete
until we have snow and ice! bridges are likely to be icy even when there is no ice
• Winter Windshield antifreeze on the asphalt surface, (because bridges over open air
• Clear off all ice and snow before starting out cool down faster than roads which tend to be insulated
somewhat by solid ground).
SLOW DOWN!
Posted speed limits are for ideal travel conditions. Driving at • Be patient and pass other cars only when it is safe
reduced speeds is the best precautionary measure against to do so.
any misfortune while driving on slippery roads. “Black ice” is
invisible. Braking on ice may require as much as 20 times the What is Black Ice?
normal distance, ensure appropriate following distances. Black ice is a thin layer of ice on the roadway. Any ice is
Be alert. Black ice will make a road look like shiny new dangerous to drive on because it’s so slippery, but black ice
asphalt. Pavement should look grey-white in winter. is especially insidious because a road covered with it looks
Stopping and braking on ice: merely wet, not icy. Black ice isn’t really black, of course,
but it’s so thin and transparent that the dark color of the
• With non-ABS, maintain light pressure, look and pavement shows through.
steering in the direction you wish to go Key Facts

• With ABS, maintain light pressure, look and steering • Four-wheel drive
in the direction you wish to go vehicles won’t help
much for stopping
• Do not try to stop by shifting to a lower gear – on black ice.
may cause a skid
• Ordinary snow tires,
Do not use cruise control. Winter driving requires you as the name implies,
to be in full control at all times. Reduce your speed while are designed for
approaching intersections covered with ice or snow. Allow snow and not for
for extra traveling time or even consider delaying a trip if the ice. On black ice,
weather is inclement. they are no better
than ordinary tires,
Drive with low-beam headlights on. Not only are they and in some tests
brighter than daytime running lights but turning them on very slightly worse
also activates the tail lights. This makes your vehicle more
visible. • Black ice is most
common at night and
• Lengthen your following distance behind the vehicle very early in the morning, when
ahead of you. Stopping distance on an icy road is double temperatures are lowest and traffic lightest.
that of stopping on a dry one. For example, from around
45 meters (140 ft) at the speed of 60 km/h, to 80 Leave early ,take your time and be safe!
meters (over 260 ft) on an icy road surface.

• Stay in the right-hand lane except when passing and use
turn signals when changing lanes.

4

HR UPDATE NEW BENEFIT PROVIDER HR Update / Community

It’s been a busy few months in the HR world as Tracy Ellig
we have to switched our benefits provider. Like
any big rollout, there will be hiccups. Please do not If you have any questions about your
try to sort these out on your own - contact HR so coverage, the consultants at Benecaid are a
we may assist you. As a reminder, you have 30 days phone call away.
after a “life event” (marriage, birth of a child, etc.) 1-866-361-2998.
to add them as dependants to your coverage. If you You can also contact Tracy and/or Melinda
have not done that after 30 days from the event, who can guide you in the right direction.
it will be considered a late enrolment and medical
documentation will be required. All the updated
Benecaid information can be found on SharePoint –
under Human Resources – Benefits.

We also still have access to our Employee Assistance Program. This is available to you and your

family. The EAP can be used for things such as addictions, financial advice, legal advice, marriage
counselling, etc. It can also assist with services to make your life easier – finding daycare in your
community, the top 3 appliances for sale in your area, etc. It is there for
you to use – completely and 100% confidential!
Please do not hesitate! All contact information
can be found on Sharepoint!
In addition, our discount website is also available –
www.perkopolis.com Feel free to set up an account
and view the deals
that are available to
you as an employee!

Friend in Need a tragedy in your community, don’t hesitate COMMUNITY
to reach out to find out if it is something the
Our Friend in Need program is still doing Friend In Need program can help with.
great things. We are helping people In addition we have made our yearly donation
that have fallen on hard times for whatever to help feed school aged kids through the
reason – barn fires, cancer treatments, Breakfast for Learning program.
fundraisers, accidents and deaths. In the
past, we relied heavily on Store Reps to
reach out and find out what’s required
when a tragedy happens.

The program has evolved since its beginning
and employees are now reaching out to
Tracy looking for guidance on dealing with
a situation – this is great! If you hear of

5

Premier Magazine ISSUE #7

Kreyòl Garden - Partner Update October 2017

This past August FIDA Canada
ED, Betsy Wall, along with FIDA/
pcH partners, Ron Smith and Bruce
Pendrel of Foresters for Haiti travelled
to Haiti to set in motion the next
Premier invested “industry-driven
agro-forestry project” affectionately
called “The Kreyòl Garden”. Duchity is
the community of focus as it suffered
great losses in the wake of Hurricane
Matthew in October 2016. This area is
familiar to early Premier teams who will
have some fond memories of their time
there

On route to Duchity, pcH Agronôme, Beekeeping
Legrand arranged for us to visit the
botanical gardens in Les Cayes (which
was also a stop on the March 2016
Premier tour!) with the intent to source
local and appropriate species for the
Kreyòl Garden. We arrived around
3 pm. Our first response was how
stinking hot it was!!! A passionate,
enthusiastic team is managing this
garden focused on conservation,
education, production, marketing and
research. We were looking for local
people who have knowledge of local
species suitable for Kreyòl Garden
and we found exactly that here. They
are eager to provide us with a list of
species suitable for various zones
(from Les Cayes to Jeremie) that will be Beekeeping

available by end of year. (Of note, this evaluating and determining different genotypes and
passion and eagerness made for a very long tour in the their suitability for different Kreyòl Gardens. They have
insufferable heat!) a lot of species but not a lot of any one species. This is
critical, as this pilot desires to seek the most suitable
There is a wide variety of species many of which are variety for each planting site.
potential candidates for Kreyòl Gardens. However, most The garden was conveniently divided into different
of their seedlings and plants are from single sources. types. Of interest to us were the fruit trees, the
Therefore their ability to provide plants is strong for medicinal plants, ecological garden and fast growing
the demonstration phase but their value is limited in

6

Kreyòl Garden - Partner Update

COMMUNITY

within 15 days. Charcoal serves two
purposes: it reduces the temperature
by effectively absorbing and
distributing the heat, and secondly it
adsorbs nutrients as they are released
from the breakdown of the organic
matter. Another method utilized was
the concentric rings but will be left to
see if it has a role in the Kreyòl Garden.

There is a section that was an
ecological garden, which over time
will provide additional insights into
the ecological benefits of the Kreyòl
Garden particularly in terms of wildlife,
bird and insect species. Of note, was
one species, which is dependent on
a particular bird species for seed
propagation. In turn, the bird is
dependent on the plant. This is a good
example of a conservation species for
the Kreyòl Garden.

biomass. Among the species they have growing, two The next step is to choose four
are particularly well suited for charcoal production. One cooperative leaders to travel to Plan
was known to be fast growing while the other was slow Sierra in The Dominican Republic
growing but yielded a better quality of charcoal. The in November for them to see the
“sandwich” concept that is a tool of permaculture was model and to be able to provide
of particular interest. It is a well -recognized “raised knowledgeable support as the concept
bed” method of layered compost using charcoal and unfolds. It will be the first experience
different sources of organic manner (green vegetation, for these leaders to travel outside of
brown straw, animal matter, soil) Planting is possible Haiti. This requires obtaining birth
certificates, passports and visas which
has proven to be an empowering
process for those chosen to participate.
We anticipate Duchity to be on the travel agenda for
the ninth Premier staff tour to Haiti!

7

Premier Magazine ISSUE #7
50 years of serving customers
and a foundation for what Premier Equipment is known for today.

This past summer, Merle Brubacher, retired after The business continued
celebrating 50 years with the organization. to grow through the
Merle, son of Emerson Brubacher the founder of Elmira 70’s and at the age
Farm Service began working in the parts department of the of 30, in 1981 it was
dealership about 12 years after it opened in 1955. “April 10, recommended to his
1967 is the official date on the records, or so they tell me,” father by the bank and
quips Merle. “I’ve worked for this organization since the last John Deere to secure
time the Leaf’s won the cup!” the posterity of the
A young man of only 16 years of age, Merle came to the business. Merle along
dealership after a couple years working on the farm for with 5 other employees
his brother-in-law yielded him not much more than some were invited to become
callouses and a broken leg. share-holders of the
”At that time, the Parts Department was just my uncle, Mel company, which Merle
Eby and myself.” From those humble beginnings, Merle remains as part of
learned the parts of the tractors and equipment offered by Premier’s Board of
John Deere which quickly grew to over 12,000 parts – all Directors today.
archived on cards. “It was a cue-card like system, with little The 80’s saw growth and challenges in the ag industry, but
flags on the ends – of different colours, red or green or the business was able to sustain itself and remain steady
otherwise depending what we had in inventory and what into the 90’s – seeing some expansion and renovations
was needed. We’d call the orders into the Parts Distribution to the dealership over the years. Then changes in the
Centre in Hamilton. management of the company and Merle’s father formally
retiring – created an opportunity for Merle to assume the
role of interim General Manager from 1992-1994.

At that time there were parts that were on a bi-weekly 1994 welcomed the Ospringe location into the fold, and a
or even monthly delivery,” – a far cry from the timelines new challenge for Merle – deciding to personally relocate
demanded by customers today. to the Ospringe/Hillsburg area – and leading as the Store
Manager/Parts Manager. Over a 10 year term in Ospringe,
“I’ve worked for this Merle saw the location through a showroom and shop
organization since the addition and increasing the business in the area. In 1997
Merle married his wife Pat and along with Pat’s son Nicholas,
last time the Leaf’s they opened their home as foster parents to a number of
won the cup!” youth.

After the merger with LMS Equipment in Listowel in 2000,
the business grew further with the purchase of the Dave
Holiday locations in Mount Forest and Shelburne in 2004.
Merle lent his experience to the new additions by acting as
Store and Parts Manager in the Shelburne location from
2004-2007. That time saw growth of the Shelburne business
as it was transitioned from a turf contract to an ag contract
with John Deere and the store began increasing its offering
to the under-served ag customers in the area. This time
also saw the expansion of Merle’s family with the long-term
foster placements of Alejandro and Evan, then Jermain,
Tafari and Malachi in 2009 – all of who remain part of the
family today, especially Tafari and Malachi who were legally
adopted by Merle and Pat.

8

From there, Merle’s expertise was leveraged corporately 50 years - The Merle Brubacher story
working diligently on the dealership’s parts inventory, John Deere staff, vendors and other dealers – calling out
ordering and replenishment. Merle spent many hours toiling to him, making sure to shake his hand and say hello. All the
over the parts system, checking inventories and managing while, our humble Merle smiling and taking the time to be
the ordering. You’d often find Merle working late afterhours sure to visit with each one.
making sure the store teams and our customers had the When asked of Merle what his dad would think of the
parts they needed in inventory or on the way. In dealing dealership today, Merle shares “He was always thinking
with customers, Merle made sure to make the transaction about how to improve or change, he’d be thrilled to see
as personal as possible. If it was a farm hand picking up things today.”
parts, he made sure to ask their name and typed it into the We asked Merle when he reflects on his career here, what
Purchase Order field on the invoice. He could also be heard he is most proud of or fond of? “I’ve always enjoyed over the
telling them his name. years all the people that I have worked with, my co-workers
With the creation of Premier Equipment in the spring have been so great. And I wanted to make sure that I did my
of 2011, Merle was a steady cornerstone in the parts best to serve folks well, and help them however I could.”
department – helping behind the scenes with inventory and What is Merle doing these days you ask? “I feel that I am
parts projects, and as a top-gun helping fortify parts teams busier than ever!” he says. “We’re out at lots of social
in Alliston and Ospringe. Then in 2014 with the opening of events, our boys keep us busy running to jobs and sports,
the new location, Merle returned to Elmira where he wanted and when I’m not doing that, I’m spending time swimming at
to spend some time where his career began – at the parts the pool to stay in shape. Otherwise, I’m enjoying spending
counter serving customers. time together with my wife Pat.”
“I have always been involved in Parts,” says Merle. “I’ve “We wish to thank Merle for all that he has done for our
always enjoyed the customers that we deal with. I’ve liked organization, his assistance, guidance and leadership over
working with them, helping them to figure out what it was the years. We appreciate very much his vast knowledge and
going to take to get them going again.” Merle took pride in his approach to serving our customers is a great example for
‘serving folks well’. our staff and a legacy we hope to continue. We are thankful
for Merle’s continued participation and guidance on our
board, but wish him happiness and joy during his retirement
from day-to-day work here at Premier – time well-earned
for someone considered a legend in our business.”
– Brett Barriage

“Merle tried his very best to find solutions for customers,”
says his brother Leon, Parts Lead in Elmira. “If it was a part
we didn’t have, and he knew they needed it badly, he would
try very hard to find another solution that would work. Or if
they asked for a part for another make of farm equipment
or lawn tractor, he would try his best to source the part
for them, rather than directing them to another place of
business. Total customer satisfaction was always Merle’s
goal.”
If you had the chance to attend a John Deere Parts Expo
with Merle, you could only liken it to travelling with a legend.

9

Premier Magazine ISSUE #7

2017 AWARDS SUMMARY

Monthly: The last day of every month will be the deadline
for employees to submit their nominations to the
committee. The committee will review the nominations
and an announcement will be made within the first week
or two of the following month. The monthly winner
receives a $200 VISA card.
Annual: An annual winner will be announced each year
at the Christmas party. That winner will receive a $2000
travel voucher and one week off with pay.

THIS YEARS ANNUAL WINNER!

BEST IN CANADA APPROACH CLINT LOWE - TAVISTOCK / AYR See Clint’s Story as Aprils winner!

We are looking to recognize employees that demonstrate the LISTOWEL
three virtues from The Ideal Team Player: RALPH HABEGGER
Hungry: never needs to be pushed by a manager to work
harder, because they are self-motivated.
Humble: a person that lacks excessive ego. Quick to point out
the contributions of others and slow to seek the attention for
their own.
Smart: refers to a person’s common sense about people and
their ability to deal with others in the most effective way.

NOVEMBER 2016

Ralph went on a service call to diagnose a noise in the engine on a tree
harvester. As suspected the engine required a major overhaul but the
customer could not afford to have the machine down for a week. Ralph
did not have the luxury of having the engine brought to the shop, but in
2 and a half days the tree harvester was up and running with a new short
block and new cylinder head.
Ralph had an appointment he needed to be at and
we weren’t sure how this was going to work out
but he worked the one night until 12:30am and
stayed in a camper trailer at the customer’s
place and was back at it 6:30 the next
morning.
Ralph was a minute late for his
appointment, but the customer was up
and running in record time. Thank-you very
much Ralph - we really appreciate this kind
of dedication, especially in this situation
where it would have all been lost income for
Premier Equipment because the customer’s
hired man (who is also a technician) would have
just worked away at it and got it going himself.

10

DECEMBER 2016 Premier Best In Canada Awards 2017

The perfect way to start this E-Mail is to say that when I walk in the doors of AYR RICHARD MARTIN
your John Deere dealership, I can’t believe the friendly reception that Alice and
I get from your employees. You’re doing something right! Now for a quick story
that I think you should act on as a reward and recognition.
My brother-in-law Jim and I were going out to get a riding mower.
Jim had explored Massey Ferguson and at that time I was also
a follower. We also checked out Ventrac and Kubota. We
finally decided to visit John Deere. When Richard Martin
introduced himself to us he never gave us that push to
buy - we spent quality time discussing the 1025R. It
made a difference. Jim and I on the way home were
discussing more about Richard than the tractor
itself. I really hope you realize the great sales man
you have. He is so friendly and caring - making sure
that we were happy and satisfied throughout the
whole process. He went out of his way for us. We
appreciated him far and beyond. My thanks to him
would be that I can send as many people to him as
possible. I’m so enjoying our new toy!
Thank you Richard for your continued commitment and
your effort in helping us achieve our BHAG to be the Best John
Deere dealer in Canada!

ALLISTON JANUARY 2017
JANICE ALDCORN

Janice is always ready to help a customer find whatever
they are looking for. Recently, we had a customer
who suddenly lost a loved one. They came in look-
ing for a specific toolbox. They wanted to put
the ashes of their loved one in the toolbox so
it would match their father’s toolbox who had
passed away a couple of years ago. The tool-
box they were looking for was no longer avail-
able and hadn’t been available for many years.
Janice realized she had the toolbox they were
looking for at her home. It was a gift to her late
husband. Her heart went out to this family. The
next day, Janice returned to work with her late
husband’s toolbox to give to the family. They were

so thankful to receive it. This is just one of many ways
that Janice is committed on a daily basis to her role at

Premier and an excellent example of her big heart.

FEBRUARY 2017 OSPRINGE
JAMES MARTIN

Last month I had a customer come into the store very close to the end of the day
to look at a machine. The customer was humming and hawing about whether to
purchase this used item. He really didn’t want to commit and was a bit worried.
The customer was not very mechanical and to be honest, neither am I. It was now
after closing and Jim with no hesitation stayed late
and went over the machine with the customer
about his potential needs. He stood and
talked to the customer about servicing
and answered all his questions which did
take some time. Not once did he give
off that he needed to leave. Because of
Jim we got the sale and the customer
was very satisfied with knowing what
this machine needed in service work.
Jim is always offering to help whenever
possible. He never says that ‘it’s not his
job’, he is always going above what is ex-
pected of him. He takes time to explain to
customers as many times as they need and
never gets frustrated with them. Jim is a great
team player and a great asset to our team!

11

Premier Magazine ISSUE #7

COURTLAND MARCH 2017
BRAD BYL

I would like to nominate Brad Byl as a BIC nominee - Brad continues to be a
stellar co-worker with so many qualities that stand out. He is always the first
person to help our customers, co-workers, neighbours or friends and he is the
first one to hold a door open with a smile and a good morning. Customers and

co-workers love him not only because of his quality of work but
because of his caring attention to detail and his concern
for other people. It was a Saturday night when a
salesman asked me if a certain truck and trailer
was available to pick up a new skid steer that
developed an oil leak. I casually mentioned this
to Brad and the next thing I know he is on his
phone organizing a solution to the problem.
He went out first thing on Monday morning
(which happened to be Family Day) and
brought the customer a loaner and brought
the broken unit to the shop. This example is
one of many that Brad has done to help the
customer….and the cool part is that it’s always
done with a smile!

APRIL 2017 TAVISTOCK / AYR
CLINT LOWE
Rob Hall set a very high standard for Pick-up and Delivery - customers loved
him and went as far as to entrust him with their garage door codes. Rob’s
passing left us with very big shoes to fill. After a few attempts, Randy Barker
suggested a young guy that he knew who had a great attitude. From the first
day Clint started, he has always been willing to learn and never says no – the
favourable customer comments are starting to flow in, suggesting that maybe
we have finally found someone that Rob would be proud of. It was about a
month ago when I was working late at the shop, doing some odd jobs and a
little cleanup. Around 6:30pm Clint shows up in the yard to swap trailers to
the flat deck so he could go get the final piece of equipment that was on his
board. At 7:45pm he showed up again with a piece of equipment
that wouldn’t start and he had to wait for the customer to
get home to help get the unit loaded. This customer also
had a large sweeper and he had no way of loading
the unit. Clint came back to the shop and decided
he didn’t want any loose ends – he hooked onto
the closed trailer and grabbed the demo tractor,
then headed back out to grab the final piece. At
this time it was just after 8pm. For most of us we
would have been home with our family, maybe
enjoying dinner – but not Clint – he’s out taking
care of the customer. We really could not get
anywhere without a dedicated employee like Clint
running the delivery truck. Clint is a fine example of
Premier’s Missions and Convictions – just doing what
comes naturally to him.

SIMCOE MAY 2017

12 JOHN HEEG I would like to nominate John Heeg for a Best in Canada award because of his
great work habits and ability to communicate with customers about issues they
are having with their machinery. He always gives them the truth in a gentle and

fair way. Late in December on one of the last work days before the New Year’s
weekend, John was on holidays. He had saved up a
few holidays for the end of the year. Before he left
for his holidays he told his service manager to
call him in an emergency even though he was
not working. At 7:30am on one of his holi-
days, John got a service call for a broken-
down skid steer. The shop was short
staffed at the time. He answered the call
and was at the skid steer just after 8am.
He worked over half the day until the
machine was up and running and the cus-
tomer was happy with the situation. This
is just one of the many times that John
goes above and beyond to help Simcoe
provide excellent customer service.

Premier Best In Canada Awards 2017

JUNE 2017 SIMCOE

JOHAN VANDORLAND
& DEREK STUBBE

Derek and Johan not only offer excellent customer service to our customers at
Premier but they also offer amazing customer service outside of our company
as well.

These two fine men along with a team of others helped raise $170,326
for cancer research. They took time out of their busy schedules to do
some serious yard clean up for the community we live in - from raking
yards, to trimming trees, no job was too big or small for these guys.
This organization started as a Relay for Life team, and branched out
to help people in their community. Unfortunately most of us have
been affected by someone with cancer and what better way than to
help find a cure. Premier also donated some equipment for the day
so this group could make it easier for them to reach their goals! Inside
the Simcoe walls, Derek and Johan are always willing to help no matter
what the job is - whether it’s helping in the parts department, loading
and unloading trucks, delivering equipment, offering advice to customers
and doing a detailed job when it comes to fixing someone’s equipment! They
always have a smile on their face and are ALWAYS willing to go above and
beyond for their teammates or customers. These two
men deserve to be recognized for the great job they do
within Premier and outside Premier for an amazing cause.
We are very lucky in Simcoe to have these guys on our team,
thank you for everything you guys do for us!

2017 JULY 2017

MOUNT FOREST Every day Sol goes out of his way to help customers and fellow employees.
SOLOMON DOBBIE A customer called in that had a tractor needing repairs and the customer

needed a loaner tractor. Sol came to me to discuss - we looked at giving our
demo unit but the customer wanted a cab unit and was really sure of that. We
searched again and came up with a unit. Sol called the customer back and the

customer thanked him 6 times on the phone for taking care of his needs. Sol
made arrangements to get the tractor picked up so the customer
would have this tractor and his unit will be on its way to
Mount Forest for repairs. All 3 departments will benefit
from Sol’s hard work and dedication to Premier
and our customers…and this is just one small
example – every single day there is an example
of Sol going out of his way to help his team or a
customer. Sol has fulfilled duties as a technician,
service coordinator, yard coordinator, set-up
and delivery person whenever needed – never
complaining or questioning – he just does
whatever is needed to get the job done. He is
an over-achiever and the Mt. Forest store is very
lucky to have Sol under our roof!
13

Premier Magazine ISSUE #7

ELMIRA AUGUST 2017

PHARES HORST

Phares Horst is one of the greatest examples of a team player. He
has not done one specific thing that has inspired me to nominate

him today (he does awesome things on a daily basis!) However,
I felt it was important to share that Phares always has an
excellent attitude and a smile on his face. It does not
matter if he is working on a new combine, cleaning the
crap out of the wash bay or any other dirty task - he
is always smiling! I have never seen Phares get
upset at anyone and I do not believe he could
even get mad if he wanted to. He is willing to
drop whatever he is doing and go in a different
direction in order to meet and exceed the
customer’s expectations. If you know Phares,
you know that he is kind, caring and always
happy. Phares is a great asset in helping us
achieve our goal of being the best John Deere
dealer in Canada.

SEPTEMBER 2017 ELMIRA

Scott is very helpful and courteous, not only with internal “customers” SCOTT SPURRELL
but with external ones too. I was helping out at the Ayr store in
service, and we had a customer whose tractor went down and 2017
needed a replacement unit. I called Scott and explained
the situation. The customer had a tractor that had a OCTOBER 2017
lot of white smoke and was currently working out of
our normal area. He needed a certain amount of (Received from a customer): I recently leased a 1025R and AJ gave me
horsepower, a loader and a bale spear. Scott worked outstanding service - I wanted to make you aware of this. My wife and I were
with me to determine that he would have a unit leaving for our 3rd vacation in 35 years. The day we were leaving my wife was
that would work for the customer and that from reviewing our finances. There was a withdrawal from our chequing account of
his experience the customer would have enough
horsepower. I explained to Scott that I would be over $1000 - we had given AJ a cheque for $1000 to add to
happy to fill out the proper paperwork to get the our trade in. An error was made which was not his
unit and arrange trucking, but that I would need fault – mistakes happen – but we needed that
some time to get that done. Scott offered to fill it money for our vacation. There was no way of
out for me. He confirmed everything with me and resolving this before we were to leave and
ensured that things would go smoothly. He was able to my wife was very upset. AJ proceeded to e-
fit this within a very short time period, and we took care transfer us $1000 of his own money, from
of the customer quickly. his personal bank account so my wife and
Excellent customer service! I could go away on our vacation. This was
Scott has helped me and continues to help many others, to bring outstanding service and I wanted you to
the service we need to become the Best John Deere Dealer in Canada. know how much this meant to my wife
and I. I have never seen anything like this
SIMCOE in my life! I am not a farmer who makes a
AJ ZELEM lot of equipment purchases – I’m just a re-
14 tired residential land owner making a rare,
new tractor purchase. I am just so glad that
I walked through the door of your dealership.
Please thank AJ for us. He is wonderful!

Community Update / CEO Corner

When to report an injury or illness Richard Deslauriers

If you are injured at work or become ill because Here are 3 of the cases at Premier Equipment :
of your job, it is your duty to report the injury or 1. A worker “tweaked” his back but he thought
illness to your supervisor as soon as possible. it would rectify itself. Fast forward one year and
Following the injury or illness, if you need he needs surgery and cannot work. WSIB refuses
treatment from a health professional (beyond first
aid), Premier is obligated to report it to the WSIB. the claim because it was not reported.
You should report your injury or illness even if you 2. A worker crushed his finger under a mower
find yourself in situations such as: deck but did not report the injury. He found out
much later that the finger was in fact broken.
• Your supervisor or manager tells you not to WSIB eventually accepted the claim but it took
report a workplace injury or illness to the
WSIB. (If this happens call Rich and he will much discussion with Premier.
rectify the situation rapidly) 3. Just recently a technician reported that he hurt

• Your employer tells you that you will lose his hand 2 years ago but thought it was minor
your job if you report a workplace injury or and would rectify itself. Now the hand is causing
illness (Call Rich and he will rectify the issue problems and we are currently trying to convince
with extreme prejudice)
WSIB that this was a work related injury.
• Your employer tells you that your injury
or illness is not covered by the WSIB (This
should never happen because only WSIB
makes these decisions)

• You’re told to use your sick days to recover
from a workplace injury or illness, rather
than report it (It is your choice to use sick
days to recover but ONLY after the injury has
been reported and you feel you need to stay
home instead of doing modified duty)

• You feel the injury is not severe enough to
report. (Never, Never, Never, We have had
a few cases in recent years that has caused
problems to the worker.)

15

BestPremierMagazineISSUE #7 Houses

OF THE BEST 1. Ryan Demeulenaere (Technician- Simcoe)
is a new home owner!

2. AJ Zelem (Sales Representative - Simcoe)
finally moved out of his parents house!

1

2
5 Henk Scholten had 2

kids married this year.

3

4

1. Austin & Jessica Showers (Parts Consultant - Elmira)October 21, 2017 - at Woodside Church Elmira

2. Trent & Amber Martin (Reception - Elmira) July 21, 2017 - on the farm where Amber grew up

3. Dan Heather (Service Manager Tavistock) - Friday August 1st, 2017 Weddings
4. Mike Koller (Sales Representative - Smithville) got married on September 22nd
5. Henk Scholten (Store Manager - Simcoe/Courtland) had 2 kids married this year.

16

Premier Best of the Best

12

3

45
7 6Marilyn Woolley
Grandma Again! Ryan Demeulenaere
Proud Daddy to a
8 Keith Murray little boy!
Grandpa x2 Again!
Babies
1. Charlotte Lowe - May 27, 2017. Proud Parents Clint(Delivery Driver - Tavistock) & Lyndsey Lowe

2. Colton Elias, 7lb 13oz - Aug. 7, 2017. Proud Parents Dean (Service Technician Elmira) & Caroline Sinnamon

3. Bennet Walter Petheram, 7lb 3oz - Aug. 18, 2017. Proud Parents Dave (IS Corporate Manager) & Ferris Petheram

4. Trent McCoy, 6lb 6oz - Oct. 14, 2017. Proud Parents Dale (Service Technician Elmira) & Lisa Weber

5. Dave Moore is a Grandpa to Hudson James - Proud Parents JD & Kate Moore

6. Ryan Demeulenaere (Technician - Simcoe) is a proud new Daddy to a little boy, as well as a new home owner.

7. Marilyn Woolley (Service Coordinator/Store Admin - Simcoe) was a Grandma (again)!

8. Keith Murray (Business Developement Manager - Simcoe) was a Papa (again x2)!

17

ISSUE #7Happy Retirement!PremierMagazine

13

2 4
5
1. Paul Hiebert (Simcoe) retired after 37 years.
2. Gerald Braund (Tavistock) retired January 26, 2017
3. John Gillies (Tavistock) retired April 28th, 2017
4. John Hastings (Elmira) retiring December 2017 after 12 years.
5. Merle Brubacher (Elmira) read more pg 6-7. 50 years.
18

Congratulations... Premier Best of the Best

to the graduates of the JD Ag Tech Program at Fanshawe College in 2017!

Nathan Wickie (L) with Jonathon Post (L) with Michael Trudeau (L) with
Dan Heather (R) Service Manager Tavistock Jamie Vanderzalm (R) Service Manager Smithville Dwight Eby (R) Service Manager Elmira

TOP STUDENT
in Level 3 at JD Ag Tech

Josh Thring (L) with Grant Pharazyn (L) with Gary Ryksen (L) with
Dwight Eby (R) Service Manager Elmira Randy Ruppert (R) Service Manager Ayr Jeff Van Wyk (R) Service Manager Courtland

PRESIDENT / HONOUR ROLL RECIPIENTS
Grant Pharazyn, Josh Thring, Michael Trudeau

19

Premier Magazine ISSUE #7

ALLISTON RENOVATIONS ALLISTON GRAND OPENING

2

GOLF DAY - ADMIN/SERVICE COORDINATORS

SMITHVILLE FAIR SMITHVILLE FAIR TAVISTOCK OPEN HOUSE

SMITHVILLE OPEN HOUSE TAVISTOCK OPEN HOUSE

SMITHVILLE OPEN HOUSE

20