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Times Employee Newsletter Keeping the Alban family of employees Informed • Volume 65 • December 2015 - January 2016 Alban Cat-A-Thon Alban CAT’s 9th Annual Cat-A-Thon Equipment Sale & Expo was held at our Baltimore facility on October 6th from 10 am - 3 pm and featured hundreds of pieces of equipment, attachments, and more. The event was catered by Chaps Pit Beef and our customers had their choice of a cool treat from an original 1958 Good Humor ice cream truck. What an event! However, the day was not met without uncertainties. Just a week before the big day, we were facing a hurricane and the possibility of cancellation. Thankfully, the storm missed us and we all were able to enjoy beautiful weather for the day of Cat-A-Thon. That being said, Cat-A-Thon was a success! Over 200 people attended our event and we had $2.5 million in sales. Inside this issue Allied vendor participation is always a large incentive for our customers to visit the Cat-A-Thon. Jeff Regner said, “[The Cat-A-Thon] gives customers the chance to come in and see all the products we offer in addition to visiting our vendors. We had 36 vendors this year, a record for the Cat-A-Thon, and this event provides an opportunity for these companies to showcase their products and services.” Alban CAT was able to partner with Harley Davidson Motorcycles of Baltimore for the second year in a row to give away a motorcycle! After stopping at our registration table, customers were able to visit each of our allied vendors in order to learn about what they do and the services that they offer, in addition to browsing the continued on page 3 Company News Alban CAT-A-Thon.......................................1 Letter from the President...........................2 Alban CAT-A-Thon (cont.)..........................3 Customer Experience..................................4 Something To Think About / Customer Comments...................................5 GCI Product Training...............................6-7 Continuous Improvement...........................8 Eye Health Tip...............................................8 Sponsorship Program Thank You.............9 Service Awards & Anniversaries...........10 New Employees, Promotions & Changes.......................................................11 Employee News Fun Photos...................................................12 New Arrivals...............................................12 Pets Of Our Lives........................................13 Then & Now................................................13 Halloween Photos ...............................14-15 F.Y.I. News Holiday Calendar........................................16 Inspirational Message..............................16 From the Editors.........................................16 Find The........................................................16 Guess Who..................................................16 From the President To All Employees, Hard to believe we are heading into the home stretch of 2015 already, but it has been a good year overall, as this will be our sixth consecutive year of revenue growth. It is slow growth, which is manageable and allows us to have a better idea of what to expect next year. We have made a lot of progress in a lot of areas that will serve us well going forward. Some highlights are the creation of our Demand Planning Group under Julie Young to have a focused look at our current and future machine inventory needs, and the creation of our Sales Accounting Group under Sherry Hazel. Sherry’s group will manage the back end of the sales process – that is from the time we get a customer order – in a more consistent way. We are currently rolling out a new approach to machine sales that will put us in a better position to maintain the strong relationships with our larger customers and allow us to grow our business with customers that own and buy primarily smaller machines. It will be different, and a lot better all around. I have to recognize the great work that our two newest branch managers are doing – Shane Krabal in Winchester and Don Tomanek in Myersville. Both have brought experience and leadership to their new positions, and are off to great starts. Thanks! Our engine opportunity continues to be strong and growing in EPG. We have been lucky to have such as great group of leaders at Elkridge, led by Mike Lewis, who have put us in the top tier of dealers in the EPG market. Let’s keep it going! All the best, The Alban Times 2 COMPANY NEWS Alban CAT-A-Thon equipment that was showcased. While visiting with those vendors, our guests would receive a unique stamp from each one. Once they visited at least 25 vendors they were able to submit their stamp sheet, which made them eligible to win the Harley Davidson motorcycle. Everyone who submitted was entered into a random drawing for a chance to win. This year, the lucky winner was Lock Crippen of Crippen Crushing based out of McLean, VA. Congratulations to Lock! The Cat-A-Thon also featured a Sports Memorabilia Silent Auction on site that customers could take part in. All proceeds from the auction would be donated to the Wounded Warriors Project as a way to give back to those who serve our great nation. We raised a total of $220 from the auction! The Cat-A-Thon has a way of instilling a great sense of pride and accomplishment into Alban employees. John Alexander was continued quoted saying that the Cat-A-Thon, “is an opportunity to showcase our dealership and I think it is professionally done. From the setup, displays, and the vendors, it’s something for customers to experience. We take what we do seriously when it comes to customer expectations. It takes a lot of time, people, and coordination to make the day successful and each year we try to make it better than the last. This year didn’t come without a challenge. With the hurricane uncertainty and three and a half days of rain, the show must go on. Special thanks to Dana, Tony, Bryan, and all who worked to make the day great.” The whole purpose of everything we do in preparation of the event is to provide our customers with an excellent experience and keep them coming back to Alban CAT so it’s always nice when we’re able to receive praise from our customers for all the hard work. Paige Lynch of George & Lynch provided positive feedback on the Cat-A-thon by saying, “There were good deals on equipment this year. The deals and service keep me coming back to the Cat-A-Thon. I bought a couple skid steers this year, a couple backhoes last year.” It certainly takes a lot of hard work in order to prepare for the Cat-A-Thon. The hurricane certainly threw us for a loop, but Allen Shock would like to thank everyone by saying, “It is amazing how things work out. Even more amazing is the tremendous team work and dedication that Alban employees exemplify every day and even more so during the Cat-A-Thon season. This event would not be possible without the hard work of everyone. Each employee is affected in some way by this event and we appreciate your assistance in pulling it off.” Thank you to everyone who helped with the Cat-A-Thon! – Caitlyn Bradsher The Alban Times 3 ustomer Experience (CX) COMPANY NEWS What is Customer Experience (CX)? Customer Experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer’s attraction, awareness, discovery, cultivation, advocacy, purchase, and use of a service. It is measured by the individual’s experience during all points of contact against the individual’s expectations. Simply put, the customer experience is your overall take on how it went. Think back to the last time you went on a shopping trip. How was it? Did you find everything you went to get? Were the employees helpful and pleasant? The answers to these questions would begin to describe your experience as a customer. Why is this important to Alban? Or who cares about the customer experience? The customer’s experience is one of few differentiating factors that we have from our competition. So we want to know if our customers are happy and if we were successful in meeting their expectations. Consider the introduction of the internet and search engines; this invention and development alone has given the customer a level of empowerment and choice that has never been seen before. Adding to that, due to the recent changes in the economy (ex. inflation, recession, and unemployment), we are all more conscious in how we spend our hard earned money. Today we know the value of the dollar and so do our customers; therefore making the customer experience important to all of us. It is important that we remember that our customers have the same choices and feelings as we do when it’s our turn to be the customer. So don’t forget to say thank you and smile when they walk through the Alban doors. Who is this Customer Experience (CX) Manager? Hello, I am Latisha Holmes, your new Customer Experience Manager. It is my number one goal to enhance the Alban customer experience from all aspects. I’ve held a number of customer facing and customer focused positions in the past. I plan to focus heavily on the seven values that contribute to the values driven culture at Alban. I believe that these values coupled with a “can do” attitude demonstrated to everyone, every time, will place Alban at the top of everyone’s list for excellence in Customer Experience. – Latisha Holmes The Alban Times 4 Something to think about Have you ever had a negative experience as a customer? If so, has that experience changed the way you think about that business? Are you still a customer of that business? I would love to hear from you so tell me what you think! Email me your responses at [email protected] Please subject your email as: Negative Customer Experience September Customer Comments!!! r! Thank You Chris Schindle erful. nd , is wo “The sales person, Chris le person.” ab ge led He’s a very know y The B Y Lumber Compan Daryl Hightman! Thank you Judy Taylor & a daily basis on “I deal with Myersville oblem. They take pr a and I have never had rryl are the best 2 care of me. Judy and Da th.” parts people I’ve dealt wi Richard B. Stine Inc. Thank you Lonnie! le) a 10. “I will give Lonnie (fema They have an a 10. I will give the shop forem with.” been good people to deal Thank You Ellen Bruch! to contact them. “I liked how easy it was was available immeWhen I called Ellen she t times available.” diately and had convenien Cargill Inc. chter! Thank You George J. He od job.” “George did a really go Roy’s Body Shop Inc. ! Thank You Todd Russell with Todd in the “I have a good rapport nk he does a good Salisbury store, and I thi th his work.” job. I am very satisfied wi ir Inc. Will Brown’s Truck Repa October Jeter Paving Company e & Orville Lawrence! Thank you Douglas Loug ville for many “I’ve known Doug and Or th them for a wi years. I have been working ck to the 80’s.” ba y wa while. I can go all the Lancaster Foods LLC & Orville Lawrence! Thank you Robert Miller ek, Bob and Orville “Same thing I said last we tastic job.” in the store does a fan er! Thank You Bonnie Behring to check he t guy ou re “I called to get a service Bonnie called me out our 420 backhoe and ready and asked were right back and said they t now. The guy got if they could they come ou out. He was in ing here and checked everyth h evaluation of ug ro tho a and out and he did y with it.” pp ha the machine. I’m l Services Maryland Environmenta Brody Truck Rental Customer Experience (CX) COMPANY NEWS The Alban Times 5 COMPANY NEWS GCI Product Training On Tuesday, September 15th, the sales team hosted another product training session, this time focusing on the new GCI equipment. The training was held at our SITECH location and was attended by the GCI, BCP, and Rental Representatives, as well as our ISR’s, members of our training and technical services departments, and the SITECH employees. We were very lucky as we were able to get numerous CAT reps to assist with this training. Cory Birch, CAT GCI Industry Rep.; Allison Plumb, CAT Technology Rep.; Michael Campbell, CAT Work Tool Rep.; Jay Ripp, CAT Systems Applications Specialist; Anthony Rund, CAT Technical Rep.; Sam Meeker, CAT TTT/TTL Product Specialist; and Jeremy Beck, CAT Excavator Product Performance Engineer; all participated. Thank you all for your help. Training began with presentations from each of the CAT Reps. Allison Plumb, with help from Jeremy Beck, went over technology and the role it is now playing in the construction industry. Jay Ripp focused on the new 972M XE wheel loader, its features and benefits, and how it beats out the competition. Michael Campbell spent time going over work tools, and Sam Meeker focused on the new 963K track loader. Lastly, Cory Birch went over the new 313F GC machine and the correct way to sell it to our customers. After classroom time, the sales team formed four groups to rotate through machine walk arounds. Each walk around was conducted by a CAT rep in order to ensure that all the pertinent information was discussed. Each group was very engaged and received “funny” money for all good questions and comments. Following the walk arounds the groups enjoyed some stick time, which is where they were able to get in and operate each machine. There were areas where they were able to dig with the excavators, an area to grade with the track type tractor, and a dirt pile where they used the wheel loader to load up a 730 articulated dump truck. Stick time is always beneficial as it gives the salesmen the opportunity to see the machine from the same perspective as the operators. Finally, once the stick time was concluded, everyone congregated for the much anticipated auction. This time there were more items and many more bidding wars! It was a great way to end a long but informative day. Feedback from the event was very positive and the plan is to have quarterly training sessions in 2016. A very special thank you goes out to our SITECH location for their hospitality and all their help with the grade control systems, as well as all those who helped with planning and set up. – Amy Duncan The Alban Times 6 COMPANY NEWS GCI Product Training continued The Alban Times 7 COMPANY NEWS Continuous Improvement Team Alban CAT, It is my pleasure to announce that the transition of Roger Hall from Edgewood Service to Organizational Development at Pulaski has been complete. All inquiries that would have previously gone to him in his old role should now be forwarded to Glenn Ford. Roger’s many years of experience will serve Alban CAT well in his new role through 2016 and beyond. In the coming year, there are going to be some exciting changes where CI is concerned. Roger will be working to define, implement, and improve on traditional standard jobs, and he will be looking at standardizing work in other areas as well. Creating standard ways of doing work is a great first step to make work repeatable and predictable. Minimizing costs will be the goal, as this should be a goal of everyone, every day. Latisha (Tish) Holmes will be helping us to view our customers – inside and outside the Alban CAT organization – with a more objective eye, so we can serve them better. Tish is bringing some great ideas to the table that will enable us to see things from the customer’s point of view. Satisfying customers, which leads to increased business for Alban CAT, should be a goal of everyone, every day. Our broader view Continuous Improvement efforts, CPS Caterpillar Production System, will have a focus on additional continuous improvement training and communications throughout the organization. Along with picking up the pace for Metrics Board deployment, an additional strategy will focus on training for personnel at Alban CAT to a greater degree than the shorter overview given through the New Employee Cultural Orientation throughout 2015 for new hires. Improving our processes, driving out waste, and reducing our costs in our process structure should be a goal of everyone, every day. Eye Health Tip Your eyes like every muscle in your body needs exercise and we can easily burn it out, staring at monitors all day; leading to sight issues and many trips to the optician. Here is a quick tip from the last UK based Optician I saw, that has kept my eyes relatively healthy over the last 25 years of staring at computer monitors. Take a five minute break, every three to four hours, wander to an outside looking window and just look around - focus on objects moving, objects far away and close up close. By varying your focal depth you get to exercise the eye and don’t burn it so quickly squinting at your monitors. – submitted by Nick Davis (Pulaski) Your Continuous Improvement Manager, – Mike Connell The Alban Times 8 COMPANY NEWS Sponsorship Program Thank You Faith Communities Civic Agencies United (FCCAU) Prader-Willis Foundation Thank you from the Scarboro Hills Disc Golf Club! The club was founded in 2010 and has since its inception raised over $37,000 for charity. The club has worked with charities like the Arthritis Foundation, the Harford County Humane Society, and the Food Bank. The Alban sponsorship money helped us hold the recent “Let’s Throw for Tyler Together Tournament” which is in memory of a deceased club member whose love of the game and animals is the theme of the tournament. All proceeds of the tournament went to the Humane Society of Harford County. This year it was $6,000! The club has recently undertaken the huge task of creating a new Disc Golf Course located at the northern end of the Churchville Rec Center. The northern end is woods. Disc Golf courses try not to disturb the natural landscape as much as possible but seemingly endless paths need to be cleared for launch pads and baskets (the target). Some of the sponsorship money was used to purchase the various tools needed to do some minor tree cutting and land clearing. These tools will further be needed to maintain the course so that it remains playable and will supply another venue for future fundraising. Thanks again to Jamie! Myles Snyder (Citation) The Alban Times 9 COMPANY NEWS Service Awards October-November 2015 Anniversaries Congratulations, & thank you! Years •Gary Guido 10/17/1970 •John Kurek 10/26/1970 Years •John Morris 10/15/1990 Years Garry Beavers presenting Dan Loveless with his 10 year Service Award. Ed Moseley (L) presenting John Morris with his 25 year Service Award. Jay Auffarth (L) presenting “Rock” Gravel with his 10 year Service Award. Ed Moseley presenting Todd Russell with his 15 year Service Award. Dan Meekins (R) presenting Chris Godwin with his 15 year Service Award. Ed Moseley (L) presenting Lenny Chandler with his 5 year Service Award. •Gary Shields 10/2/1995 Years •Chris Godwin 10/10/2000 •Todd Russell 10/16/2000 •Paul Snyder 11/27/2000 Years •Dan Loveless 10/3/2005 •Brian Orndorff 11/21/2005 •Curt Cantwell 11/28/2005 •James Cox 11/28/2005 Years •Lenny Chandler 11/1/2010 •Kelly Slade 11/1/2010 •Callie Birch 11/29/2010 Congratulations! The Alban Times 10 COMPANY NEWS New Employees, Promotions & Changes Please join me in welcoming Jessica Pate to Alban CAT as the Mailroom Clerk. In addition to the mailroom responsibilities, Jessica will also assist with providing back up support for the receptionist/switchboard role at Pulaski. Jessica can be reached at x7328. Please join me in wishing Jessica much success in her new role. – Allen Shock Please join me in welcoming Cortland Burrus to Elkridge in the warehouse. – Craig Sotak Please join me in welcoming Bobby Frey to Elkridge as a Senior Application Engineer. – Vijay Vohra Please join me in welcoming Carleton King to Manassas as a EPG Field Technician. – Francesca Stabel Please join me in welcoming Richard Snyder to Elkridge as the On-Site Manager. – Tom Peterson Please join me in welcoming Angelo Colon to Dulles as a Truck Shop Technician. – Cody Deniker Please join me in welcoming Brandon Drzewiecki to Pulaski as a Yard Person. – Dan Meekins Please join me in welcoming Wendy Smith to Pulaski as a Customer Service Representative. – Toni Scheler Please join me in welcoming Joshua Thompson to Winchester as a Product Link Technician. – John Baldwin Please join me in welcoming Jerry Wallace to Felton as a Yard Person. – Ed Moseley We have experienced an increasing request from many of our customers to have our employees wear flame resistant uniforms when they are on their sites, even though the sites and work required are not the type that would require flame resistant attire. Technicians in our electric power markets have already been wearing these types of uniforms for some time, but the demand to have them in non-electric power related markets is somewhat new. As a result of these requests, a thorough review of our Company uniform policy was performed. This review has led to several changes that will take place between now and the end of this year. These changes will provide additional safety measures, reduce costs to employees that wear uniforms, and provide a professional and standardized appearance. Employees that are in the following categories (i.e., employees with job functions that require regular or recurring customer onsite work or work in our shops) will be issued flame resistant uniforms: Pickup and delivery of equipment, Shop Supervisors, Power Systems and Machine (field, shop, rental, Reman, Chesapeake and AAUP). All other employees that wear uniforms will be issued uniforms that are not flame resistant. Flame resistant uniforms are limited in the number of colors that are available. Since green is not available at this time, we will also be changing our uniform colors to blue for all employees who currently wear uniforms. These uniforms will also require a different type of care when they are cleaned so that they continue to maintain their flame retardant properties. We have made the decision that the cost for uniforms and the cost to have them laundered will be provided by Alban. Each week employees will need to turn in uniforms that need to be cleaned, and will receive uniforms that were cleaned during the previous week. We are working on improving the safety, and employee satisfaction at Alban CAT, and feel that these changes help demonstrate that commitment. Thank you, Joe Xavier, EHS Director & the Executive Team I am pleased to announce the promotion of Keith Hough to Product Support Representative for the Winchester, VA area, effective November 2nd. Keith will continue to maintain the responsibilities that he currently has as our Hydraulic Sales Representative for this area until a replacement is hired for that role. Keith started his career with Alban in February of 2000. Keith has worked in various roles at Alban in both sales and service. Keith’s broad knowledge and high level of industry experience will help him be successful in this role. Please congratulate Keith on his new opportunity, and feel free to contact me with any questions. – Brent Poulton In an effort to provide additional focus and expertise to our customers that own earthmoving equipment, we have decided to make the following organizational change effective immediately. All of the Product Support Sales Representatives and Hydraulic Sales Representatives will now report through the service organization. This change will improve our internal communication between the product support sales team and the service organization, which is critical to improving customer satisfaction. I will continue the process of hiring a Product Support Sales Manager for the Earthmoving division, and hope to have a candidate hired and in place very soon. Until that time, the Earthmoving PSSR’s and Hydraulic Salespeople will report to me directly. Please feel free to contact me with any questions or concerns. – Brent Poulton The Alban Times 11 Employee News Fun Photos Donna West (Pulaski) and her husband while they were in Maui celebrating their 20th anniversary. On September 28th, Don Tomanek received a warm welcome on his first day as branch manager. Welcome home to Specialist Zachary Beaver, son of Tom Beaver (Dulles). Zachary spent nine months in Afghanistan serving with the 101st Airborne Division 1-33 Cav. Zach was a designated marksman and a gunner during his tour. He received a combat action badge and an Army commendation medal for outstanding services as a gunner in support of Operation Resolution. Amanda Everett (Pulaski) and her husband Matt attending a wedding on October 16th. Mike Brown, SITECH’s field service tech, took this photo on October 9th, while at the Millersville Landfill. He said, “I could see both ends touching planet earth… with a CAT dozer in the middle.” Photo submitted by Helen Kerr (SITECH). New Arrivals Additions to the Alban Family Jon Davis spotted an eagle right outside of the truck shop at our Upper Marlboro branch! Derek Rubino’s (Elkridge) newest granddaughter, Samantha Ann Rubino was born on April 27,2015 at 6:58 a.m. weighing 6 lbs 7.4 oz. and was 19.75 inches long. New addition to the Easton family, Abriella Hope Easton was born on October 14, 2015, weighing 6 lbs. 8 oz., and was 19 ¾ inches long. Tim and Tamara would like to welcome their little girl. The Alban Times 12 Employee News Pets of our LIves Then & Now Alban Then & Now Diem (L) and Dexter (R) ready to go for that highly sought after car ride! Cory Rider (Edgewood) Alban Tractor Co. Inc. - 1927 25th Street, Baltimore, Maryland Here is where the Alban family started it all… Bumblebee and Honey in their photo shoot for the first day of fall! Brad Martin (Felton) It was one year ago on October 25 that we adopted our sweet “Honey.” She has been a wonderful addition to the Martin family. Thank you to the fantastic volunteers at GEGR for bringing this spunky little lady into our hearts. Brad Martin (Felton) …and here is what it looks like now. Toni Scheler Then & Now The Lopez family celebrated Fuzzy’s 7th birthday in October. Raul Lopez (Manassas) 1985 - Toni’s senior photo. 2015 - Toni today. The Alban Times 13 Employee News Halloween Photos Deb Kale (AAUP) and her daughter Emilee at a Halloween party together. Ryan Murray, son of Rhonda Murray (Pulaski) dressed up as Superman for Halloween. He participated in the “Great Pumpkin” parade that was at his school. Kim Croson (Winchester) dressed up as a technician for Halloween! Jaden Rider picking out the perfect pumpkins to carve… and having fun doing it! Cory Rider (Edgewood) Eric Glenn’s sons Noah and Nick dressed up as a policeman and Spiderman for Halloween! Do you have a photo to share? Please send the photo(s) and caption(s) to al b a n t i me s @ a l b a n c a t . c o m Pumpkin Carving, Halloween ’15. Cory Rider, (Edgewood) The Alban Times 14 Employee News Halloween Photos continued Vivien, daughter of Tom Fry (Edgewood), dressed as a bee for Halloween, she even went around “stinging.” Aniyah (Minnie Mouse) and Tremya (Super Girl), nieces of Amanda Everett (Pulaski) about to go trick-or-treating! Donna West (Pulaski) and her husband at a Halloween party together. Alanna Duncan, daughter of Amy Duncan (Pulaski) dressed up as a vampire for Halloween. Emilee Kale, daughter of Deb Kale (AAUP), dressed in her “Where’s Wendy?” costume. Bumblebee as Marlon Brando from the movie “The Wild One” and Honey as Marilyn Monroe from the movie “The Misfits” for Halloween. Brad Martin (Felton) Allen and Dana Shock as the Utz Lady and Natty Boh Man. Pumpkins carved by Allen and Dana Shock. The Alban Times 15 F.Y.I News Holiday Calendar: ___________________________________________________________ Christmas Eve Day Thursday December 24, 2015 Christmas Day Friday ___________________________________________________________ December 25, 2015 ___________________________________________________________ New Year’s Day 2016 Friday January 1, 2016 ___________________________________________________________ Green & Gold Saturday April 2, 2016 ___________________________________________________________ From the Editors • Barbara Bressi, ext. 7285 • Allen Shock, ext. 7233 • Caitlyn Bradsher, ext. 7301 Thank you for your contributions to this issue of the Alban Times. If you have any comments or submissions please send them to us at [email protected]. The Alban Times is published by the Alban Companies for Alban Employees. Deadline for the February/March 2016 issue is January 6, 2015! Inspirational Message Life is like a camera... Focus on what’s important Capture the good times Develop from the negatives And if things don’t work out Take another shot Find the Bow Please find the bow hidden in this issue to win a Caterpillar Rubber Track Bracelet. Please refer to the photo! Email [email protected] the location of the bow. Everyone who submits the correct answer is a winner of a Caterpillar Rubber Track Bracelet. Guess who? The Brent brothers, Fred and Andy, both work out of the Reman center! Would you like to be featured in the Guess Who game? Please send your submissions to Allen Shock at [email protected]! The Alban Times 16