RansomeGram - Ransome Cat

Winter 2016
RansomeGram
the
In This Issue:
Message from the Owners
Message From the Owners
1
Contamination Control
3
Customer Experience
4
HR Corner
5
Employee News
6
Company News
9
Spring is here and the job sites are starting up again.
In being a dealership that has significant swings
in the seasons, January and February are typically
slow for us. It was a pleasant surprise to see that
activity was stronger than normal which has given
us a jolt into the 2nd Quarter. The construction
industry has been strong in heavy highways, site and
infrastructure work in particular. I would also like to
note that Engine Service has been a bright spot. In
order to keep pace with keeping our customers up
and running during the busy season, we have added
resource and technology to our Product Support
team, expanded our Fluid Analysis capabilities,
improved our retail presence, invested in training,
improved in Contamination Control…to name a few.
All of these efforts and changes were done for good
business reasons and to better align us with the
Caterpillar initiative of “Across the Table”. Caterpillar
is looking for improved dealer performance, while
delivering an exceptional and consistent customer
experience. It’s all about being “Brilliant at the Basics,”
which means exceptional service, communication and
a great experience every time a customer interacts
with a Cat® dealer. As we all know, every interaction
with a customer is an opportunity to let them down or
to exceed their expectations. The good news is, I have
never felt better about our team. The teamwork each of
you are exhibiting…and the feedback I have received
from customers…has been very encouraging.
Message from the Owners
Through these efforts, we have seen some good results! We have continued to
improve our Parts market share, Customer Loyalty, Revenue and Margins. It has been
particularly important that we have grown our Retail PINS, which are new machines
that are sold directly to our customers. This is critical for our “seed, grow, harvest”
business model, where we seed our territory with Cat machines in order to harvest the
benefits of parts and service, which is a key contributor to our profitability.
Kristin B. Fitzgerald
Wayne Bromley
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Great job on the results, Team! Our customers are busy and they are counting on us
to deliver.
theRansomeGram
Contamination Control
I am pleased to announce that Mike Barnasevitch has been certified by
Caterpillar and will now be conducting the formal Contamination Control
inspections with Clay and me.
Our next formal inspection with Caterpillar will be held during the month of June.
You may have noticed that we have been doing pop-ins lately to make sure we
are ready for the upcoming inspections and to determine areas that have made
improvement as well as identify areas that need more focus. Our goal is to insure
that we are maintaining and improving the cleanliness and efficiency at all of our
facilities.
Customer impressions are a key component of Contamination Control. When
the customer sees a clean and organized shop it will not only help influence the
sale, but will also help to retain the customer’s service business. We should
invite customers to visit our shops and review our facility capabilities, since it
will help them realize the differentiation and the value that Ransome provides.
When customers see a high level of professionalism, it reinforces in their mind
the perception of quality that Ransome provides and puts us above and beyond
the competition!
Lauren Bromley Hooven
Customer Experience Champion
Clay Bromley
Facilities Manager
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Customer Experience
Each quarter, I will be communicating our Net Loyalty
Scores (NLS) to ensure we are on track to hit our year-end
goals. Our CAT NLS for Field, Shop, CSA and Parts is 70.70%
YTD, with a 71.5% year-end goal. The NLS for Rental (Cat
rental store and power systems rental) is 78.57% YTD, with
an 81% year-end goal. Please review the pie charts below
for more detail. While we are close to hitting these goals,
some improvement is still needed.
One area we really need to focus on is improving
communication! While we need to improve our internal
communication, we especially need to communicate better
with our customers! Talk to them about the likelihood of
being surveyed. If there is a reason we didn’t earn a 10 for a
recent transaction, then let’s try and resolve the issue now
before they take the survey.
Loyal 209, Vulnerable 48, At Risk 16
Total 273
Our customers are telling us
in the surveys they would
like to be better informed of
what their final invoice will
Lauren Bromley Hooven
be and that we need to do a
Customer Experience Champion
better job of communicating
the breakdown of their final invoice, the status of their
equipment in our shop and the status of the delivery of the
machine. If we do a better job of communicating with the
customer, I am confident they will feel more appreciated &
secure and this process will become effortless!
Loyal 46, Vulnerable 8, At Risk 2
Total 56
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HR Corner
Anniversaries
Thank you for all
of your hard work
and commitment!
50 YEARS OF SERVICE
Barbara Martin
30 YEARS OF SERVICE
Patricia Vanbuskirk
25 YEARS OF SERVICE
Stephen Dea
20 YEARS OF SERVICE
Suzanne Cammerano
Congrats Barbara!
15 YEARS OF SERVICE
Alan Caldwell
William Rockelmann
Carmen Pino
Bernard Amadio
Roger Crum
Nilsa Rosario
Joshua Roscoe
Ron Moser
William Jones
10 YEARS OF SERVICE
Matthew Pancoast
Joshua Footman
Freddy Ramos
Gregory Miller
5 YEARS OF SERVICE
Dustin Stoner
Anita Smith
Joseph Stiteler
Raymond Craytor
Friends and Colleagues gathered to surprise Barbara Martin on her 50th work anniversary.
Promotions, Transfers, And Other Key Personnel Moves
Kevin Duncan
3rd Class Mechanic
Rodney Weikel
Field Service Mechanic
Nicholas Virgara
2nd Class Mechanic
Scott Boroi
2nd Class Mechanic
Previous Title:
Apprentice Mechanic
Previous Title:
1st Class Mechanic
Previous Title:
3rd Class Mechanic
Previous Title:
3rd Class Mechanic
Kevin Jeffers
General Manager, Truck Business
William Uhlig
Assistant Secretary
Richard Seasholtz
3rd Class Mechanic
Previous Title:
Manager Service Operations
Previous Title:
Manager, Accounting
Previous Title:
Apprentice Mechanic
Michael Sutton
Tech Shop Spec. Lead Man
Jose Roche
Tractor Trailer Driver A Lev 1
Andrew Krezel
2nd Class Mechanic
Previous Title:
Tech Shop Spec.
Previous Title:
Warehouseman
Previous Title:
3rd Class Mechanic
Jordan Dripps
Manager, EMS
NicholasDeCindis
1st Class Mechanic
Nicholas Van Wickle
3rd Class Mechanic
Previous Title:
Equip. Mgt. Champion
Previous Title:
2nd Class Mechanic
Previous Title:
Apprentice Mechanic
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Employee News
Congratulations, Amber!
Colleen Monaghan (Bensalem) is extremely proud that her
daughter Amber graduated from Temple University with a
Major in Psychology. She currently works for SPIN (Special
People in the Northeast) working with children who have
autism. She will begin studying for her masters degree in the
Fall at Holy Family University (Majoring in Teaching).
Welcome, Charlotte!
Bill VanFossen (Hammonton) and his wife Becky welcomed
a daughter, Charlotte Rose, on January 28th. She weighed
7lb 13oz and was 20” long. Charlotte is pictured with big
brother William and big sister Sophia.
Happy 30th, Hilliary!
Lab employees surprised Hilliary Muoio (Bensalem) for
her 30th Birthday.
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Employee News
Way to go!
Dominic, Grandson of Jim DeSimone (Bensalem), met
Brian Dawkins, former Eagles safety, as a reward for raising the
most money for the JDRF Diabetes Foundation.
A Sincere Thank You!
A big Thank You from Don and Judy Packer (Bensalem) to
everyone that came out to support them and their family on
the passing of Don’s father, Harry Packer, who was a 38-year
employee here at Ransome.
Thank You, John!
John Dishaw, Bensalem’s Field Service Technical Welder Specialist,
retired effective March 1, 2016 after 38 years at Ransome. A luncheon
was held on February 19, 2016 to thank John for his 38 years of
dedicated service to Ransome. John’s wife, Elsie, and his father
attended the luncheon. Additionally, the Field Service Department, along
with some fellow co-workers, took John and Elsie out for dinner at
Georgine’s Restaurant on March 4, 2016 to celebrate his Retirement.
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Employee News
Welcome, Penelope!
Lou DiDonato (Bensalem) and his wife, Julie, welcomed a
daughter, Penelope Rose, on March 2. She weighed 5lb 9oz.
Big Brother, Rocky, is very excited that his wish came true for
a little sister.
Congratulations, Madison!
Dawn Smolsky’s (Bensalem) granddaughter, Madison, was the winner of
the American Vision Award ranking Nationally. In June 2016, the Award
Ceremony will be held at Carnegie Hall in New York. Madison is among
the top one percent of 320,000 submissions. Her piece will be displayed
in galleries around the country and internationally for the next 2 years!
This award will open multiple scholarship opportunities, as the award
is highly regarded with other winners including famous artists, such as
Andy Warhol.
Helping the Kiwanis
On March 31st, the Bensalem Kiwanis began ground breaking on a
new playground for the Struble Elementary School kids. Ransome, and
Kristin Bromley were kind enough to donate the usage of a 316E excavator.
Ed Lounsberry from Meco Constructors also donated his time to demo the
old playground. Both Ransome and Kiwanis are celebrating their 100-year
anniversaries within our community. Once construction is completed,
Mayor DiGirolamo and the President of Bensalem Kiwanis, David McCracken,
are looking forward to formally thanking Kristin Bromley and all involved for
their participation with the project.
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theRansomeGram
Company News­
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PHONE SAGA. 29, PA.
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SAVE
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•
DATE
Giles & Ransome
100 Year Anniversary Celebration
October 8, 2016
Date: Saturday, October 8, 2016
Time: 6:00 pm
Location: Hilton, Philadelphia at Penn's Landing
Entertainment: Don't Call Me Francis Band
Who: All Employees & Spouse/Significant Other
Additional Information: For your convenience, a limited number of
rooms have been blocked under the name Ransome
© 2016 Ransome Cat
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Company News­
Bring Your Child to Work Day
Ransome will once again be hosting “Take Our Daughters and Sons to Work Day” on April 28, 2016.
As in years past, we are planning tours of our buildings, lunch and having them experience our
equipment working in the dirt. This year will be a special experience as our children will learn about
our 100-year anniversary, and we can discuss how we may have done our jobs a 100 years ago.
We will also have an afternoon activity and a movie. We are excited to provide this inspirational
opportunity to all the sons and daughters of our Ransome employees. A special thank you to
Linda Burns and all of the members of the Social Responsibility Committee for organizing such an
important event.
Retirewise Financial Wellness Workshops!
In March 2004 the Senate passed Resolution 316 that officially recognized April as National Financial
Literacy Month. In recognition of this special time, we are excited to announce that Met Life will be
offering free educational workshops at our Bensalem location. They will be offered on Wednesdays in
the Main Conference Room from 12:00pm - 1:00pm, starting April 13th and continuing until May 11th.
This comprehensive workshop will help you learn how to use and make the most of what you have to
get you toward your retirement goals. This event is open to anyone interested in learning more about
how decisions made today can have a positive impact on their retirement and financial management.
There is something new for everyone to learn. Don’t miss this opportunity!
Vitality Points will be awarded for all who attend. They are awarded at 50 Vitality Points per class up
to 250 points, attend all five classes and receive an additional 250 points. That’s 500 Vitality Points for
taking advantage of this exceptional opportunity!
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theRansomeGram
Company News­
Training & Development
Ransome recently partnered with MHI/Achieve Global, which is an outside sales training consultant
to provide sales training for many of our Sales Reps and Sales Managers. Achieve Global is one
of the world’s largest training providers and they have partnered with several other Cat Dealers
to provide similar sales training. Their familiarity, knowledge and experience with the Cat Dealer
Business Model, the competitive landscape of our industry and the challenges that dealers face
from a sales perspective make them an ideal training partner for Ransome.
Two separate 2-day classes were held in Bensalem in April for
approximately 35 employees. The “Professional Selling Skills” Class
and the “Selling in a Competitive World” class covered topics such
as Relationship Building, Sales Strategy & Execution,
Consultative Selling and Selling On Value Not On
Price. The training will enhance the knowledge and
skills of our top notch sales force which will help
them build stronger relationships with our existing
customers and win over new customers in a very
competitive marketplace.
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theRansomeGram
Company News­
Sporting Clay – Lehigh Valley Sports
Back by popular demand, we are once again hosting a Sporting Clay Event on May 7th at
Lehigh Valley Sports. The excitement of breaking clay targets is contagious and fun for
the whole family! The course at Lehigh Valley Sports was designed to entice beginners
and challenge the masters! This is a fun event…don’t miss it! For more information please
contact Lauren Hooven or Jennifer Keashon.
Complete your Vitality Check – Time Extended!
LOG IN NOW TO GET STARTED
https://www.powerofvitality.com/vitalityportal/login
All Vitality Participants who complete their VHR before May 15th will receive an additional
150 Vitality points!
Already Completed the VHR? Great News! Your EXTRA points will automatically be added
April 15th.
Did you know that a completed VHR and a few small activities can save you hundreds on
your health insurance? You can also earn great rewards like Amazon Bucks and Movie Gift
cards just by participating in the Vitality Program.
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Company News­
Celebrating 60 years
On April 27-28, 1956 our Bear, DE branch had their Grand Opening Celebration. Guests were treated to a
reception & cocktails, dinner, open house and product demonstrations. Here are a few pictures of that day
as well as pictures of the shop and parts department taken in 1957.
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theRansomeGram
Company News­
St. Francis-St. Vincent Homes
Holiday Giving 2015
Once again the people here at Ransome have shown their generous hearts! The collection of the gifts
and monetary donations for 2015 made the holiday season brighter for 60 boys and two girls. All 60 boys
received at least two gifts. We had more participation from the branches than ever before, thanks to the
Social Responsibility contacts at the branches: Katie Lawler, Beverly Brittingham, Phil Impriano, Amy Town,
Mike McCoy and Zach Blaser.
Thank you to Dan Bussett for the donation of the 4 cases of college sweatshirts. Some of the sweatshirts
were used as gifts and some will be used during the year when boys come with personal belongings.
Thank you to Jim Hanson and Mike Apice for delivering the gifts.
Everyone at the home is grateful to all for your generosity and support! - Social Responsibility Committee
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theRansomeGram
Company News­
Ransome Throwback!
Time to break out your old albums! In honor of our 100-year anniversary, we will be featuring some throwback photos
of our company and our employees throughout the year. We know there are some gems out there!
So dig them up, scan and email them to Danielle Olsen in Marketing ([email protected])
and we’ll feature them in the next issue of the Ransomegram.
nam Retirement
Vintage Photo - John Bra
Harry Packer, father of
Don Packer (Bensalem),
working on an excavator.
First Service Call - 1949
Lou DiDonato (Ben
salem) in 2003 show
ing
us how to properly
exit a machine.
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