At Your Service - Nexstar Network

Transcription

At Your Service
“At Your Service” is a magazine from Nexstar® Network to its members.
3rd issue of 2013 – issue 41.
GET YOUR FEET ON THE GROUND
And Get Moving
Page 4
Mike Cottle,
Owner
FEATURED CONTENT INSIDE
Nexstar 2013
Marketing
Collection Review
Page 14
What’s
Important?
Page 30
Business Valuation
And Acquisition
Pricing
Page 44
1
C O N T E N T S
Feature Articles
Get Your Feet On The Ground And Get Moving.................................................................4
Nexstar 2013 Marketing Collection Review.....................................................................14
What’s Important?...........................................................................................................30
Prepare For Meetings To Maximize Engagement And Results From Technicians..............34
Use A Symbol Of Change To Focus On Positive New Directions.......................................36
Nexstar®, Inc.
125 Little Canada Road West, Suite 200
Little Canada, MN 55117
Phone:
(888) 609-5490
(651) 426-2000
Super Meeting 2013 Recap.............................................................................................38
Business Valuation And Acquistion Pricing......................................................................44
Haven’t Tried Barnett Yet?
Maybe It’s Time.
From supplies to service, Barnett has nearly everything to meet the Service
Contractor’s inventory needs. As a Nexstar Strategic Partner for nearly
a decade, Barnett is committed to not only providing you with the right
products for your Plumbing, Heating and Electrical Business, but also offering
business solutions to help maximize your profit potential. From rebate offers
to customized inventory solutions, Barnett has everything you need to drive
sales and increase profitability.
Stephanie Streck Schiappa
National Account Manager
· Quality Products from World Class Manufacturers
· Wide Selection of Exclusive Brands
· The Right Solutions: Pre-Positioned Inventory, Vendor Managed Inventory
or Truck Stock Replenishment
· Bin Labels, Custom Catalogs and Other Marketing Tools
· eShowroom to Showcase Products to Your Customers
· Nexstar Rebate & Double Dip Rebates
· Fast Delivery
Departments
Strategic Partner News....................................................................................................12
A Word From The Nexstar President And CEO..................................................................20
On The Horizon – Calendar Of Upcoming Events.............................................................24
New Member Welcome...................................................................................................28
Nexstar Legacy Foundation.............................................................................................42
Nexstar Family Spotlight.........................................................................................48 & 50
A Callout For Content!
Susan Whitten
At Your Service Editor
Nexstar Marketing Manager
Nexstar members rise above the competition through education and
sharing. The goal of At Your Service is to share your unique stories
with other members to inform, entertain and inspire. It’s this sharing that moves our
businesses forward faster than what each of us can accomplish on our own.
Website:
www.NexstarNetwork.com
Editor:
Susan Whitten
Marketing Manager
[email protected]
Direct dial: ( 651) 789-8570
Advertising:
Susan Tigner
Strategic Partner Manager
[email protected]
Direct dial: (651) 789-8522
Janet Wopinski
Strategic Partner Assistant Manager
[email protected]
Direct dial: (651) 789-8524
Do you have a suggestion for a story?
It could be something you are doing in your business. It could be something a peer suggested that changed your business results. It could be some information you took away
from a Nexstar coach, webinar or training. Please reach out to me with suggestions on
what you would like to read about in At Your Service Magazine.
Cover photo credit:
The NEWS, January 28, 2013.
Joshua Sudock Photography.
Email me at: [email protected]
Call me at: (651) 789-8570
Discover why Barnett is the supplier of choice for successful contractors nationwide.
Take Control Today.
To learn more on how Barnett’s innovative services and
programs can make your contracting business more profitable,
2 | At Your Serviceplease
Magazine
| December 2013 | 1-800-618-9972
call 1-800-288-2000
or visit www.ebarnett.com.
At Your Service® is a publication of Nexstar®, Inc. issued three times yearly to its member companies.
Advertising is limited to Nexstar Strategic Partners™. Nexstar reserves the right to reject advertising materials
it feels may mislead or misinform our members. Written permission from Nexstar is required to reproduce
any part of this publication.
© Copyright 2013, Nexstar®, Inc. All rights reserved. Printed in USA.
3
Nexstar Member Feature
By Susan Whitten,
Nexstar® Network Marketing
Manager and Editor
GET YOUR FEET ON THE GROUND
And Get Moving
Ever wonder what drives people to succeed? For some it’s purely monetary. For
some it’s notoriety. For others it’s just to
prove they can. Then there are those folks
who get up every morning and seek out
the challenges of the day. They welcome
each one of them; use them as fuel for
their internal fire; and become hell-bent on
destroying them. Succeeding where others
might fail, sometimes just by purely willing
it to be. One of these extraordinary people
is Mike Cottle, owner of Cole Services in
Los Angeles, California.
I caught up with Mike on a Thursday
morning. He had just finished breakfast
with his 16 year-old-son, and was on his
way to a management candidate interview. He also looked forward to preparing
to host a charity dinner that evening in his
community. We reflected on his day, and
how different this Thursday would be from
the Thursdays he remembered when he
first owned Cole Services. Those early days
as a business owner; struggling to define
his business, his goals while at the same
time establishing his own core values and
defining himself before his 30th birthday.
But to get the full picture of Mike and
the grit and determination that drives his
success, we’ll reflect back a little further.
A Better Way
Mike’s entrepreneurial spirit showed
itself when he was a young boy. Living
at the time with just his mom, Mike had
a modest childhood. He had food and
clothing, but he wasn’t exposed to what
else was out there. He fondly remembers
time he spent as a young boy with his
uncle, who happened to be a plumbing
contractor. “I saw this man, who not only
provided a comfortable life for his wife
and three daughters, but actually spent
dedicated time with them. Then, he even
had the time and means to help others
in his community. He would volunteer for
the Boys and Girls Club and do what he
could for other families, including me and
my mom. I wanted to be like that when I
grew up.”
4 | At Your Service Magazine | December 2013 | 1-800-618-9972
From his uncle, Mike learned many of
the core values that drive him today. That
hard work was key to being successful
at a job and in life as a husband and a
father. His uncle would leave in the early
morning and not return to his family until
late at night, often dirty from crawling
under houses. “Even though we didn’t see
him often, he had a big impact on a little
boy who was 7, 8 and 9 years old,” Mike
added. “I saw first-hand how if I worked
hard, I could change my life and achieve
the life I dreamed of.”
Mike channeled much of his drive
through organized sports. He was a competitive high school athlete and was successful in everything in which he participated. “Those were two defining moments
in my life,” Mike remembers, “both the
influence from my uncle and the influence
of organized sports. Knowing that if you
work hard, then success will come your
way. Plus, through sports, I learned that
success (or lack of it) is a team effort too,
like in business.”
“I was never afraid to roll up my sleeves
and work hard,” Mike says. Mike left home
when he was 16-years-old. After high
school, he went to trade school at night
to become a plumber while working at a
full-time job during the day. At times, he
would put in 14-16 hours a day and often
work weekends to support himself. Mike
explains, “You have to figure out how to
survive. It was just part of my nature, my
DNA, that I’d better figure out a way to
survive or I was going to be a statistic
somewhere doing something else.”
Early Days In New Construction
After completing trade school, Mike
started in the service and repair industry.
After nearly three years doing that, he
moved into new construction. He got his
contracting license when he was 22 and
continued to learn the craft until starting
his own business at the age of 23.
During his time in new construction,
Mike learned some hard lessons. These
challenges ranged from failed business
partnerships to the impact of the economic
recession of the early 1990s. “I always
wanted to be in business for myself. There
had to be a better way. New construction
is very rough and gruff. People treat each
other differently there. It’s not a professional type atmosphere. Maybe service
and repair is a better business model.”
Even with that thought, Mike continued in new construction on his own. He
had one truck, including equipment and
tools, and picked up enough work to keep
going and be successful with it. He was
well known with interior designers and
kitchen and bath warehouses that would
refer him when a homeowner would come
in to buy a faucet or sink. “I did most of
the work with a small crew. I did all of the
office work myself, so there was no clerical
overhead. I was doing about 15-18% net
profit in new construction. It wasn’t high
volume, but it was good money.”
Despite his success on his own in new
construction, Mike continued to seek out
a better business model, and kept coming
back to the service and repair business.
In 1995, Mike started looking to acquire
a service and repair business. He found a
company in Orange County, called Cole
Services. Mike had good dialogue with the
owner, and made an offer. Then everything
stopped. Until the call came that the
owner had sold Cole Services to
somebody else.
Mike found another business for sale, a
plumbing franchise in San Diego. Although
two hours away from where he lived, Mike
saw the potential to build out the four
licenses in that market, as well as benefit
from the instant business structure he
would receive from corporate. He made
an offer.
At the same time, Mike, with his
never-ending search for knowledge, had
attended a three-day event at a San Diego
based C-2000 plumbing business. The
owner opened his shop to show his best
practices on how to dispatch, manage the
company, and run the call center. Included
in this visit was the concept of flat rate
pricing. Coming from new construction,
flat rate pricing was a new concept to
Mike. “There were 30-40 people from all
over the country, wanting to see how he’d
been successful. Behind the smoke and
mirrors it was impressive,” Mike says.
Story Continues On Page 6
5
“The owner, general manager, call
center manager, and service manager
all wore a shirt and tie. They were there
to do business. They were focused on
delivering customer service, selling a
product and the service, and producing
a profit. Holy crap, this is what I’d been
looking for.”
“That really fueled my fire and got my
juices flowing,” Mike adds. It was clear
from here on that for Mike, service and
repair was the better business, and he
made up his mind to be in that business.
“I had all this floating around in my
head. Cole had just said no. I had a franchise deal on the table. I’d just come off
this seminar where I’d seen the service
and repair business like I’d never seen before and I said to myself, ‘I can do this!’”
Thinking he had a plan, Mike prepared to
board a plane to Italy with his wife, Lilia,
for the first vacation he’d ever taken.
Not so fast. Before Mike boarded the
plane, the owner from Cole called and
had taken back the company. He had
made a mistake and wanted to sell the
company to Mike if he was still interested. “Holy crap.” He withdrew his
franchise offer, enjoyed his first vacation
ever, and on February 3, 1996 became
the owner of Cole Services.
Beating The Odds In Service
And Repair
After taking the reins at Cole, Mike
was eager to get started. His new
construction plumbers started wearing
uniforms, he was charging a flat rate
price for service calls, the business was
growing. It was an exciting time – until
Mike realized that he’d only implemented
the business strategies he could see from
the surface. “I was paying out more money to my guys. I was charging more, but
my flat rate price didn’t include money
to continue to grow the company or to
make a profit,” Mike said. “If we didn’t
have enough revenue I would jump in
the truck and go sell something. Or, it
was always my family sacrificing when I
didn’t cash a paycheck to make sure my
suppliers and my guys were paid. Everybody else got paid except for me.” The
company’s revenue grew from $225,000
in that first year to $1 million, but that
revenue growth was costing money.
During that first year, Mike saw most
of the staff from Cole part ways. “Our
philosophies of how we did business,
what we wanted it to look like and how
they had been doing business were
completely opposite. Within the first six
months, pretty much everyone
was gone.”
Mike also discovered the business
fleet was in poor shape, and he invested
heavily to fix the vehicles. “If you were
an odds maker in Vegas, that should have
buried me right there. The four or five
trucks we had were just bubble gum and
aluminum foil stuck together. The repair
costs started eating into my credit line
and a second mortgage on my home.
I had dug myself a hole, but I just kept
going to work every day and working
hard, and telling myself this was going to
turn around. I was going to make a difference, it was going to happen. Look at
me, I was growing… I was growing, but
it was costing me money.”
Mike realized his services weren’t
priced right. He wasn’t training his
people correctly. He had no tools or
resources. He began to realize that hard
work alone doesn’t always lead to success, but that you need to have a strategy
and an understanding of the costs of
doing business every day: insurance,
workers’ comp, fuel, vehicle repairs.
Mike also realized that his personal
sacrifices were taking a toll on his family
and his ability to provide them with the
future he promised. He was always working, and missing irreplaceable time with
his wife, son and daughter. His constant
tapping into their personal assets also
put their stability at risk. He had committed to providing opportunities for his
family so many years ago, and he wasn’t
going to back down.
Confident there was a better way to
run his business, Mike tapped one of his
strongest core values, his unquenchable
thirst for knowledge. He’s constantly
looking for how to learn and was determined to succeed. In 2000, Mike joined
a business association to improve his
pricing strategies and business decision
making tools, but it still didn’t provide
the level of detail Mike was seeking.
After two or three years, Mike left that
“...hard work alone doesn’t always lead to success, you need to have a
strategy and an understanding of the costs of doing business...”
7
INCREASE SALES AND PROFITS
WITH
organization as they had changed
direction.
get to the finish line for what my vision is
today,” Mike adds.
Mike continued to ask the hard questions – the questions where the answers
create work or take effort. How could this
be done better? How could it be more efficient? How could we save money?
After seven years in Nexstar, Mike
demonstrated his commitment with an
investment in a Golden Passport for a year
of unlimited Nexstar training which was
auctioned at the Legacy Foundation dinner at the 2013 Nexstar Super Meeting.
Mike explains, “I believe it really makes
a statement for Cole Services of who we
are, what we believe in, and WHO we believe in. We believe in our people. We believe in our clients, and providing the best
possible service out there. And we believe
in Nexstar as the vehicle to promote success within our organization.” Mike goes
on to say, “We can bring people into the
organization and never train them, or we
can bring people into our organization
and train them, then continue to build the
relationship and be successful for years
and years.”
He hired a business coach for a year
and a half, then another business coach
for a little while. Then he attended the
2006 Nexstar Super Meeting in Denver as
a VIP. After talking to other Nexstar members, Mike knew he was already going to
join, but he wanted to hear the offering
firsthand. “Of course I saw a lot of people
I knew from the other organization,” Mike
laughs. “It felt kind of like a homecoming
to me, and it made sense at that particular
point in time in my career to join another
organization.”
Implementinig Nexstar
Mike hesitated a bit on jumping in head
first with Nexstar his first year as a member. “That was the first time I had ever not
jumped in at 110 percent. Looking back,
it was probably a smart decision in some
aspects, and in some aspects it wasn’t. It’s
just going to take me a little bit longer to
The Golden Passport is only one piece
of Mike’s training budget of $140,000 for
the year, which he is confident he has fully
depleted for the year. “I feel that we just
got a lot better that day in every aspect
of the business, from the call center, to
dispatch, to accounting, management,
owner, managers, supervisors, train the
trainer, we’ve pretty much locked down
items that we can take advantage of
through the year.”
Mike has advice for newer Nexstar
members, “It’s very new, it’s very exciting,
there’s a lot of good information, and you
kind of become a rock star. You get to
travel, and you’re meeting all these cool
people, so you sign up for trainings and
events. If you’re a smaller company, make
sure you have the foundation set up for
who is running the business when you’re
out. I called up my coach, Jack Tester at
the time, and we looked at the calendar
together selecting which events made
sense for me.”
Not Looking Back
Now Mike is able to look at the broader
picture of his business. He can anticipate
expenses, and account for them in his selling price. He also realizes how important
it is to have the right team in place. “My
failures and successes in business have
many times been because of who has
been on my team. I am fortunate at Cole
Services that we have an outstanding
LEAD
CONVERSION
MARKETING
ROI
877.696.8484
CSR
TRAINING
ADVISORY
SERVICES
hi.callsource.com
Mike Cottle is committed to training across every aspect of the business, from the call
center, to dispatch, to accounting, management, owner, managers and supervisors.
Photo credit: The NEWS, January 28, 2013. Joshua Sudock Photography.
9
team. I may set the course, but they are certainly
the ones making the machine run.”
Mike has a trusted right-hand man. Marco
Martinez is Cole Services’ general manager. Marco
is a Nexstar Certified General Manager and has
worked for Mike three different times – his first
position was working part-time in the shop and
at the parts counter. “Obviously, both of us and
our relationship have come a long way over the
years,” Mike says lightheartedly. “So Marco and I
make up the Cole executive leadership team.”
In addition to Mike and Marco, key staff from
the field, office, finance, call center and dispatch
meet daily to discuss the day-to-day operations
of Cole Services, including Adam Perstac; Jackie
Jimenez; Michael Block; Rupa Lusky; Paul Buono;
Dixie Diaz; and Kayla Kuvakas. Mike continues
to build out his leadership team, with plans to
add a controller and a sales manager this coming
year. Cole Services currently has 73 employees on its team and
continues to grow.
Mike continues to reach out to the many resources he’s found
counsel with for his major business decisions. “I’m in constant
contact with Jodi Peter, my business coach. She’s a free resource
to me through Nexstar, so I’m one of those members calling her
for 80% of my decisions. Some of the decisions I’m making are
for the next 10 years, and what we’re trying to accomplish at
Cole Services.”
Photo credit: The NEWS, January 28, 2013.
Joshua Sudock Photography.
And just what is that 10 year goal? Mike experienced a defining moment at the 2010 Nexstar Super Meeting in Austin. He
listened to a presentation with FH Furr, Williams Comfort Air, and
Horizon Services. Mike sat in that audience and realized they
were no different than him, and that he could achieve the same
success. Then, a few months after that meeting, Mike was talking with Dave Geiger from Horizon Services. “Dave looked me
square in the eye and told me there was absolutely no reason
that I couldn’t be a $100 million business in my market. I had
always thought the potential for significant growth was there,
“We believe in our people. We believe in our clients, and providing the
best possible service out there. And we believe in Nexstar...”
– Mike Cottle, Owner
but it wasn’t until Dave legitimized my
opportunity, that I was inspired to make
a plan.”
Mike set a goal, a big goal. He presented that big goal to his Cole Services
team and they were as excited as Mike.
They quickly created the plan for what
that growth would look like for their shop.
“Before that, my business floated around
$4 million for around four or five years.
I just needed some clarity and direction
and I knew my team could execute.”
Cole Services is on pace to reach $12.2
million this year, and has budgeted revenue of $14.6 million for next year. “My
ultimate goal is that on or before 2022,
we’ll be a $100 million company.” That
ambitious goal will require a 23 to 25%
revenue growth every year, but Mike is
confident it is attainable.
Cole Services’ biggest hurdle to hitting
this big goal is their ability to expand
the team with the right people and put
them in the right positions, with the right
training. “I rely heavily on Nexstar to
help me train my people and I rely on my
people to run the business. I am not in the
plumbing and heating business anymore,
I am in the people development business
– and I’m trying to develop people for a
lifetime.”
Achieving this big goal means Mike
and Cole Services will be able to truly
change the lives of employees and their
families, as well as their customers
and community. Cole Services currently
donates $1,000 a month to charitable
organizations nominated by their own
customers. They expect to expand their
support to many groups in their
neighborhoods.
Get Your Feet On The Ground
And Get Going
Mike continues to look for the next
goal or challenge. He remains a competitive athlete, participating in extreme obstacle races, and is a self-admitted adrenalin junkie. These events help Mike to
spend time with his family. He and Lilia,
along with son Shayne, 17, and daughter
Chloe, 13, are actively involved in hiking, camping and many other outdoor
adventures. “I wasn’t around as much as
I wanted when the kids were younger, so
I make every attempt to spend time with
them now before they become adults and
seek out their own way,” reflects Mike.
Mike continues to seize each moment,
“You have a choice every day. The alarm
clock goes off and you can hit the snooze
button, or you can jump out of bed, get
your feet on the ground and get going.
Everybody has the ability, but do they
have the will?”
“I try to stay focused. Life is full
of distractions so I try to keep my
life as simple as possible, but I’m
clear on what I want and hell-bent
on getting it.”
Cole Services Profile
Name: ..................................Cole Services • www.cole-services.com
Owner:..................................Mike Cottle
Market location:....................Garden Grove, California
Trade area: ...........................40 miles
Company founded:................1996
Joined Nexstar:.....................October 2006
Current revenue:...................$12 million
Business mix:........................50% Residential Plumbing; 50% Residential HVAC
Number of employees:..........73
Number of trucks:.................45
11
STRATEGIC PARTNERS
Revenue Generating
Researched
Responsive
Strategic Partner News
Barnett: Taking You Where You Want to Grow
By Susan Tigner, Nexstar Strategic
Partner Manager and Stephanie
Streck Schiappa, Barnett National
Account Manager
ers evolve based on new legislation, design
trends or newly launched innovative products,
so will the specifics of your inventory.
Managing your inventory is an essential
part of your residential service and replacement business; from selecting the right
products, to inventory replenishment of your
service trucks and everything in between.
These decisions play an important role in the
profitability of your business, and the right
decisions can maximize your growth potential
and take your business to the next level. For
the past 55 years, Barnett has been committed to serving the professional contractor, and
has, more specifically, supported the growth
of Nexstar members as a strategic partner
since 2004. As a national distributor of more
than 50,000 plumbing, electrical and HVAC
products, Barnett’s team understands the
complexity of inventory and how it relates to
your bottom line. Each year, we continue to
bring you new and innovative products, solutions and services that decrease your costs
and increase your productivity.
• Are you ready for the lead-free law effective January 2014?
• Are you aware of design trends with vanity styles and faucet finishes?
• Do you carry new innovative,
environment-friendly products that your customers see on TV?
The Foundation
A truck stock replenishment list is the foundation to a successful inventory replenishment system. We cannot measure profitability
if we are unable to define our needs and expectations as it relates to inventory. Furthermore, as the needs and wants of your custom-
Whether you choose products from worldclass manufacturers or exclusive brand products that cannot be shopped by your customers at “Big Box” stores, Barnett distributes
durable and innovative products that you can
install with confidence. As you customize your
business and take the first step to successful
inventory replenishment, the Barnett team
can assist with recommendations for your
plumbing, HVAC and electrical service trucks.
Inventory And The Bottom Line
Barnett’s inventory solutions launched
almost a decade ago, and many Nexstar
members still utilize these solutions today.
The method in which inventory is replenished
correlates directly to the profitability of a
business, affecting technicians, accounting,
operations and sales.
Do your goals for 2014 include reducing stops to the supply house, decreasing
inventory on hand and increasing sales calls?
Barnett’s inventory solutions can create a
customized method to replenish inventory
for your unique business, large or small. Each
solution is built to improve profitability with
reduced inventory costs, decreased inventory
shrinkage, savings through product
standardization and vendor consolidation,
and increased billable hours.
Hundreds of customers, including
Nexstar members, are currently using our
solutions: Truck Stock Replenishment,
Pre-Positioned Inventory, and Vendor
Managed Inventory (VMI).
We constantly work to enhance these
programs so they are even more effective.
• Truck Stock Replenishment allows
for just-in-time replenishment at the truck level.
• Pre-Positioned Inventory allows you to carry items in your warehouse for immediate use without the expense.
• Vendor Managed Inventory (VMI) is Barnett’s premier supply chain management program where we
manage inventory on-site.
In January 2014, after months of research
and development, Barnett will launch a brand
new inventory solution to streamline your
supply chain: Supplyware SM. This cloudbased solution can be accessed anytime and
Reach out to the strategic partner team with your questions!
Email: [email protected] • Phone: 651-789-8500
anywhere via the internet providing extreme
flexibility, availability, scalability, security
and convenience. Unlike inventory solutions offered before, Supplyware requires
no software installation and can be used
with smartphones or tablets, which makes
this solution fully accessible to all Nexstar
members. Barnett’s Supply Chain Support
Team will work one-on-one with you to ensure implementation of your Supplyware
program runs smoothly.
Product Promotion
Barnett understands your company’s
growth depends on using the right business
tools; therefore, we also provide resources to
further your success. Increase the profitability
of your business by streamlining everyday
tasks with our marketing tools. Nexstar
members have access to custom-tailored
promotional templates and operational tools
like custom catalogs for your technicians,
bin labels for your shop, electronic invoicing
and real-time account information on our
website.
to your customers’ homes? Technicians can
display eShowroom on a tablet during
sales calls to show homeowners an expanded product offering, including an installed
price and company logo.
In September 2013, we launched Barnett’s
eShowroom which enables you to build
an online showroom, allowing customers to see more product options you can
provide, utilizing Barnett’s images and copy.
We continue to see an increased consumer
interest in online research and shopping; and
online retail sales are expected to increase
at a faster pace than brick-and-mortar retails
sales. eShowroom allows your customers
to view a wider product selection without
increasing product on your truck or in your
stockroom. It’s fast and intuitive and can be
linked to your website through a dedicated
Barnett URL. Why not bring your showroom
Inventory can be overwhelming and
managing it can be even more tedious,
that’s why Barnett is committed to providing
nearly everything you need to drive sales and
increase productivity. Our vast product selection, unique inventory solutions and customized tools keep your professional contracting
business in a position to grow profitably.
Advancements in technology allow
Barnett to continue to lead the industry in
customized inventory solutions.
The Strategic Partner Program Is Delivering
Healthy Returns To Nexstar Members
2.5
Strategic Partner Dollars
Paid To Members
$2.3
2.0
150
# Members Paying
½ Annual Dues With Rebates
120
127
MILLION
1.5
80
70
# Members Paying
Full Annual Dues With Rebates
69
60
50
90
40
Get Latest News, Updates And Webinars
At The Strategic Partner Web Page
Learn the latest on how to maximize your use of Nexstar
Strategic Partners and get tips and advice about the latest
industry trends from our partners that are at the forefront
of innovation and change in all areas of the residential
services business.
1.0
Right: Susan Tigner
Strategic Partner Manager
0.5
$1.3
MILLION
$1.8
MILLION
60
30
102
20
50
30
10
Left: Janet Wopinski
Strategic Partner
Assistant Manager
0.0
2011
2012
2013
0
2012
2013
0
2012
2013
In 2013, 98% of Nexstar members on average used more than 6 partners to
benefit their businesses. Call us to learn how you can too, 651-789-8500.
13
PANTONE
295
Nexstar Blue
C: 100 M: 56 Y: 0 K: 34
R: 0 G: 76 B: 133
WEB: #004c85
Secondary/Accent Colors
PANTONE
4515
Nexstar Gold
C: 0 M: 9 Y: 47 K: 23
R: 205 G: 185 B: 126
WEB: #cdb97e
PANTONE
144
Nexstar Orange
C: 0 M: 48 Y: 95 K: 0
R: 249 G: 161 B: 157
WEB: #f9a139
A HOMEOWNER’S BEST FRIEND
Marketing Feature
Nexstar 2013 Marketing Collection Review
We created an exciting new branding campaign
that focuses on the excellence of your brands. It’s
called “A Homeowner’s Best Friend.” There are four
television and radio commercials and a billboard. This
campaign features a dog and child, which will entice
consumers to watch these spots over and over.
By Ed Cerier, Nexstar Marketing Strategist
& Susan Kimball, Nexstar Marketing Coach
Every year since 2007, Nexstar has worked diligently to develop ads and
marketing pieces for your exclusive use. These marketing materials are
available for you to customize and use to keep those calls coming in.
A Homeowner’s Best Friend
© Copyright 2013 Nexstar®, Inc. All rights reserved.
ABC Company
Here are some of the highlights from the 2013 collection.
PLUMBING • HEATING • COOLING • ELECTRICAL
www.YourSite.com
REFERRAL PROGRAM
Nexstar’s referral program is modeled on a hugely
successful member program, which has brought in
over $360,000 since 2009. Our program contains
three pieces. First, there’s an envelope with impactful
messaging and imagery designed to draw customers’
attention and motivate them to open it. Inside there’s
a card with a magnet on the back, so that it will
stay in front of consumers. On the front there’s a fun
image and four referral gift cards, which explains that
your company will pay cash to customers for referrals,
and discounts to newly referred customers. Finally,
there’s a flyer that let’s your staff and their spouses
and partners in on the fun.
EMAIL VIDEOS
Getting consumers to read email marketing messages is getting harder and harder. Forester Research
reports that by next year, the average consumer will
receive 9,000 email marketing messages a year. You do
have one thing that consumers will welcome, though:
information. This year we’ve created email marketing
messages for your use in the form of tips, directions and
reminders. We’ve amped up this program by delivering
this information via email videos. There are two videos
for each trade that can be customized with your logo,
contact info and more.
This little sticky note will help you out of
a sticky situation
Need Help With
Plumbing, Heating,
Air Or Electrical?
Peel Off This Sticky Note
Save it for when you need fast, reliable
service for your home!
1234 Plumbing Drive
Your Town, ST 12345
$XX OFF
POST-IT STICKER MAILER
PRESORTED
STANDARD
U.S. POSTAGE PAID
PERMIT HOLDER
ABC Company
SAVE THIS COUPON
Valid on any service we offer. Not valid with any other offers or discounts.
ABC Company
JOHN Q. CUSTOMER
12345 ORDERMORE DRIVE
YOUR TOWN, MN 12345
1-800-123-4567
www.YourSite.com
L
ING • ELECTRICA
HEATING • COOL
67
-123-e.co45
1-800
m
www.YourSit
PLUMBING •
ations rs • And More
Heate
rades & Install
All Repairs, Upg • Drains & Sewers • Water
®, Inc. All rights
2013 Nexstar
ABC Company
reserved.
any that adher
have a plumbing,
thing
Someday you’ll le service. You’ll want a comp right and stands by every
want fast, reliab with the repair until it’s done
practices, stickswant ABC Company.
l
call
they do. You’l
answer your
ly person will
nience
conve
• A live, friend
your
at
options
nts scheduled
• Appointme
and give you
your situation
not by the hour
• We diagnose
price by the job,
ugh cleanup
s pricing – we
s and do a thoro
• No-surprise
mats, shoe cover
• We use work n guarantee
letely happy
• You get a writte e call to assure you’re comp
phon
• Follow-up
© Copyright
ABC Company
ge, Inside The
t Of The Frid
Of Mind, Fron
n Needed
Keep Us Top
Find Us Whe
where You Can
em and you’ll
electrical probl best
Cabinet – Any
heating, air or
es to
g • Electrical
g • Air Conditionin
Plumbing • Heatin
Most consumers don’t need your company’s services often, but
when they do, if your company’s name and contact information is
in front of consumers you’ll have a distinct advantage. This year we
created a brand new piece to help with this – a sticky note mailer.
Sticky notes (commonly known by the brand name Post-It Notes) are
a fantastic invention. They stick to just about any surface, including
stainless steel refrigerators. We put the sticky note itself on the front of
the mailer and copy on the back that tells consumers exactly what you
want them to do: “Keep us top of mind, front of the fridge, inside the
cabinet – anywhere you can find us when needed.”
Don’t Forget To
Tune-Up The
Fur-Fur-Furnace
FACELIFTS
We’ve updated some of our tried-and-true postcards,
including two new versions of “Fur Fur Furnace.” Both
of these new cards have the effective “Order Early, Save
More” offers on the back.
We’ve also updated our popular “Honey Do” postcards
with a fun new image on the front. These cards
are available for plumbing and electrical.
ABC Company
1234 Furnace Drive
Your Town, ST 12345
PRESORTED
STANDARD
U.S. POSTAGE PAID
PERMIT HOLDER NAME
ABC Company
PRESORTED
STANDARD
U.S. POSTAGE PAID
PERMIT HOLDER NAME
1234 Furnace Drive
Your Town, ST 12345
John Q. Customer
1234 Tuneup Way
Mytown, MN 55113
Prevent Your Furnace From
The dog days of summer are fading,
ABC Company
Call us now for a complete home heating inspection
and tune-up. An inspection ensures your equipment is operating safely and not
1-800-123-4567
and while you’re warm and toasty now, you’ll soon be chilled to the bone –
especially if your furnace goes belly-up mid-winter.
leaking dangerous carbon monoxide into your home. Preventive maintenance also
saves money by maximizing efficiency and minimizing costly breakdowns.
Comfort, Safety, Savings –
Now that’s something to wag your tail about.
Order Early.
Contact Us By Sept. 28th
Going On The
CALL FOR A TUNE-UP
TODAY!
www.YourSite.com
DAY p
-U
CALleL TO
A Tune
Schedu
John Q. Customer
1234 Tuneup Way
Mytown, MN 55113
Save More.
Contact Us By Oct. 12th
Contact Us By Oct. 24th
Furnace precision tune-up, regularly...$XX.XX
Less 40% by Sept. 28th ............ -$XX.XX
Less 30% by Oct. 12th.............. -$XX.XX
Less 20% by Oct. 24th .............. -$XX.XX
YOUR COST................................... $XX.XX
YOUR COST................................... $XX.XX
YOUR COST................................... $XX.XX
© Copyright 20013 Nexstar ®, Inc. All rights reserved.
Story Continues On Page 16 15
The World’s Greatest
Minds Agree
Marketing Feature
NOW is THE BEST TIME
to replace your air conditioner!
ABC Company
PRESORTED
STANDARD
U.S. POSTAGE PAID
PERMIT HOLDER
1234 HVAC Drive
Your Town, ST 12345
JOHN Q. CUSTOMER
YOUR TOWN, MN 12345
s Know
Brainiaca
To
It’s Sm rtw
Buy Lo
TRADE SPECIFIC DIRECT MAILERS
We created a new HVAC off-season
campaign that features a cute illustration of Albert Einstein, the poster child
of brilliance, who tells consumers that
buying during the off season is just the
smart thing to do. This campaign is available as postcards, billboards, newspaper
ads and newspaper stickers.
MPANY
ABC CORT CARD
REPO
r pricing.
n air conditione
friends are
Be a geniusof our brilliant off-seaso
If
smarty-pants
tallers
ied ins
• Certif
an up
ugh cle
• Thoro warranty
year
• Ten
behind !
stand
• We hing we do
ryt
eve
e
Call For A Fre
ny
ABC Compa
out quickly.
Take advantageto hurry, because your
tory will sell
an energy
But you need
means inven
now, which is needing repairs or is
going to act
itioner is old,
your air cond the wise time to act.
is
lts
guzzler, now
best resucond
r
the
ver
ies deli matching the right air ingitione
for
Heat and
Smart coms pan
ula
ABC
at
form
s
the
mind
No one know better than the bright
ify the best
e
needs, ident rience and
for your hom ng. We’ll identify your
le-free.
have the expe
Air Conditioni install it correctly. We smooth, easy and troub
equipment andmake the whole process
to
knowledge
• HEATING
• COOLING
AL
• ELECTRIC
Take It From
A Genius
PLUMBING
67
1-800-123-45
rSite.com
www.You
© Copyright
pointment!
In-Home Ap
r® , Inc. All rights
2013 Nexsta
reserved.
Now is THE BEST TIME
to replace your furnace!
Brainiacs Know
It’s Smart To
Buy Low
ABC Company
PRESORTED
STANDARD
U.S. POSTAGE PAID
PERMIT HOLDER
1234 HVAC Drive
Your Town, ST 12345
JOHN Q. CUSTOMER
YOUR TOWN, MN 12345
Y
ABC COMPAND
REPORT CAR
Be a genius
s
Make Sure Everything’
Take advantage of our brilliant off-season furnace pricing. But
you need to hurry, because your smarty-pants friends are going
to act now, which means inventory will sell out quickly. If your
furnace is old, is needing repairs or is an energy guzzler, now is
the wise time to act.
ucky
Just D
Water Heater
Smart companies deliver the best results
1234 Plumbing Drive
Your Town, ST 12345
IMPORTANT REASONS
ER
to have your water heater inspected
each
year
JOHN Q. CUSTOM
1
2
Sediment decreases efficiency and can
clog water lines.
Check the condition of the anode rod
The anode rod protects your water
heater tank and other components from
rusting. Replacing corroded anode rods
can significantly extend the life of your
water heater.
Check for proper flame and gas
venting (gas models)
Dangerous carbon monoxide can
build up in your home, making your
family ill. It can even be lethal.
Check the condition of the
heating element (electric models)
Elements with calcium buildup or
that are damaged or corroded use
excessive electricity.
Check the pressure relief
valve’s operation
Over pressurized tanks can
rupture or explode.
Check thermostat
Thermostats are important for
energy efficiency and they protect
your family from the danger of
scalding water.
3
4
5
6
Only
DRIVE
12345 ORDERMORE
TOWN, MN 12345
YOUR
Why
We Do It
Inspection Item
Inspect the tank for accumulated sediment
3
5
6
4
6
4
5
1
2
2
6
1
Electric Water Heater
ABC Company
Don 1-800-123-4567
www.YourSite.com
’t Get C
With No Haught
OT
www.YourSite.com
© Copyright 2013 Nexstar®, Inc. All rights reserved.
$XX
Gas Water Heater
*Water heater inspection offer not valid
with any other offers. Expires XX-XX-XXXX.
© Copyright 2013 Nexstar ®, Inc. All rights reserved.
PLUMBING
1-800-123-4567
Call For A Free In-Home Appointment!
PRESORTED
STANDARD
U.S. POSTAGE PAID
PERMIT HOLDER
• ELECTRICAL
• HEATING • COOLING
ABC Company
No one knows the formula for matching the right heating equipment
for your home better than the bright minds at ABC Heating and Air
Conditioning. We’ll calculate your needs, identify the best equipment
and install it correctly. We have the experience and knowledge to
make the whole process smooth, easy and trouble-free.
With Your
ABC Company
lers
• Certified instal
clean up
• Thorough
nty
• Ten year warra
d
• We stand behin
do!
everything we
A few years ago, we created a piece to help plumbing technicians
promote water heater checks when they’re in consumers’ homes. A few
members turned this piece into a mailer and made a combined $40,000.
So we followed their lead and created two postcards. The first is straightforward – it tells consumers “Don’t Get Caught With No Hot.” The second,
which is also shown here, is our fun execution.
Manufacture
rs recomm
breakdowns end water heater
inspections
and prolong
to prevent
the life of
surprise
your equ
ipment
ABC Com
PLUMBING
• HEATING
pany
• COOLING
• ELECTRICAL
1234 Plum
Your Town bing Drive
, ST 1234
5
PRESORTED
STANDAR
D
U.S. POS
TAGE PAID
PERMIT
HOLDER
When your electrical circuits trip, it means
your electrical panel is talking to you.
JOHN Q.
CUSTOM
ER
12345 ORD
ERMORE
DRIVE
YOUR TOW
N, MN 123
45
Do you know what it’s saying?
SNAP
ABC Electrical
PRESORTED
STANDARD
U.S. POSTAGE PAID
PERMIT HOLDER
1234 Electric Drive • Your Town, ST 12345
JOHN Q. CUSTOMER
YOUR TOWN, MN 12345
We created this postcard to help electricians sell panel repairs and
upgrades. The card highlights a problem that some people experience with
their panels – tripping circuits – and ties that problem to an action. The
front of the mailer features a sick panel and poses an intriguing question:
“When your electrical circuits trip, it means your electrical panel is talking
to you. Do you know what it’s saying?” The back answers that question,
“Call an electrician!”
ctrician!
Call An Ele
ctri
-4567
e your ele
Make sur report, 1-800-123
complete
SAVE $XX
reserved.
On Any Ser
vice
ar® , Inc.
2013 Nexst
We Provide
se
• Whole Hou
• Lighting
ing • Outlets
Panels • Wir
4567
123-.com
1-80ww0w.YourSite
unts.
ions
& Installat
& Arc
des
• Ground
pression
• Surge Sup
Generators
irs, Upgra
All Repa
trical
ABC Elec
s or disco
other offer
with any
All rights
Not valid
© Copyright
Safe!
und
System
uit or a gro
Electrical
a short circ
er to
And Your
ded circuit, typically cut pow it. Have
p People
kers
; an overloa
ignore
akers Kee
ker will trip ditions occurs, brea
shouldn’t
circuit brea
uently you
e con
reasons a when one of thes kers that trip freq
e
thre
brea
s is
There’s
.
you have
good new
r system
fault. The safe. However, if trical inspect you
gs
and testing
keep thin ionals at ABC Elec
analysis thorough
a
trained in
edy Experts
the profess
specially
dge to do
And Rem
tricians are erience and knowle
Diagnosis
ABC’s elec
exp
Electrical
complex. n. We have the
ings.
is
tem
n and
lain our find
l situatio
trical sys
Your elec hoot any electrica ten report and exp
examinatio
an
for
Call us
to troubles will give you a writ
healthy.
is
and
ew
tem
revi
cal sys
Circuit Bre
tection
Fault Pro
17
Thanks For Your Business
Marketing Feature
We look forward to serving you again!
THE
A Gift For You
Please accept this gift card as a token of our appreciation.
ABC Company 1-800-123-4567
www.YourSite.com
GIFT CARD MAILERS
A Nexstar member has been mailing gift cards since 2004; to
date, the revenue linked to these cards is over $4,200,000! As
soon as we heard about this we created gift cards for your use,
and over the years we’ve recommended that members mail them
to customers. This year we took this one step further by creating
two Gift Card Mailers that put the spotlight on the gift cards.
PLUMBING HEATING AIR CONDITIONING & ELECTRICAL
24/7 Emergency Service
Heating & A/C Repairs - All Makes and Models
Heating & A/C Tune Ups and Safety Inspections
Heating & A/C Sales and Installation
All Plumbing Repairs, Replacements, Installations & Upgrades
Toilets, Sinks, Showers, Faucets & More
Drain Cleaning
Sewer Line Cleaning, Repairs & Replacement
Water Heater Repairs, Sales & Installation
All Electrical Service, Troubleshooting & Repairs
Installation & Repair of Switches, Outlets & Dimmers
Service Panel Upgrades
Whole House Surge Protection
And More!
Call ABC Company
at 555-555-5555
www.abc.com
You must present this card at the time of service to receive discount. Maximum
three cards may be used per transaction. Valid only on purchases more than $XX.
There’s More!
Eliminate the
stea
Blow off that
ator
house generator
With a whole of power outages with a gener
uncertainty
and stress
on and off
tically power
ever
• They automa ors are quieter than
• Today's generat your whole home
power
• They can
solution
your home better
p power
generator for
got your backu
end the best
right whole house
whole
matching the calculate your needs, recomm
to make the
the formula for
We’ll
and knowledge
No one knows minds at ABC Electrical.
the experience
than the bright install it correctly. We have
equipment and , easy and trouble-free.
process smooth
Relax, we’ve
out
Never be with
e
In-Hom nd
FREE ltation A
l
su
Con Proposa
Call
power again.
today!
al
ABC Electric
Is Your Crew Installing And Curing Liners In 40-Minutes?
XX
$
BUT WAIT…
tages
Do Power Ou ing Mad?
am
Leave You Ste THAT!
FIX
N
WE CA
m...forever
40-Minute Cure!
If you’re not,
Expires: XX-XX-XXXX
©Copyright 2010 Nexstar®, Inc. All rights reserved.
it’s time to become more
We’ve created a campaign to help all trades
generate calls from consumers who own older homes;
there’s a new generator campaign (see image at left);
there’s a new door hanger designed to generate lots of
calls for just about any company; and more.
profitable with Perma-Liner’s
cutting edge technology.
-123-4om567
1-800
www.YourSite.c
®
© Copyright
2013 Nexstar
reserved.
, Inc. All rights
Call Today For Your Cure.
We’ve created a lot of new marketing deliverables for you this year
When you add this to the total number of ad campaigns and marketing pieces we’ve created since we first
began producing work in 2007, Nexstar now offers more than 200 ad campaigns, marketing pieces, marketing
kits and so on. You can find them all in the marketing catalog on the member website.
EXCITING NEWS
PErMa-LaTEraL Lining
Department Reorganization
Who’s Your Coach?
We’ve hired a new marketing coach,
Melanie Tauring. Melanie comes to us with
a deep resume of consumer
marketing planning and strategy
met only by her energy and passion
for helping businesses drive their
brand message through effective
advertising.
With the addition of Melanie, we’ve
reorganized the marketing coaching
department to best meet members’
marketing needs. Effective January 1st,
Susan Kimball, Nexstar’s Internet expert,
will be helping all members with their
internet marketing needs.
Any Internet Marketing Need
NEW
COACH
Melanie Tauring
Marketing Coach
651-789-8602
[email protected]
Susan Kimball
Marketing Coach
651-789-8600
[email protected]
All members should contact Susan Kimball
with any Internet marketing question.
Any Marketing Need That’s Not
Internet Related
If Ed Cerier has been your coach, continue to
work with Ed. If Susan Kimball has been your
coach, beginning January 1st (or now, if you
prefer), please contact Melanie Tauring.
We Provide:
New Marketing Coach
Marketing Support Programs
Re-Training Support Classes
Certification Training Classes
24/7 Technical Support
Lead Generation Program
Exclusive Patented Technology
Supplies:
™
From Nexstar Marketing Coaches
The #1 selling small
diameter pipe lining system
in North America!
Exclusive Distributor for north america
Sales & Service
Ed Cerier
Marketing Strategist
651-789-8598
[email protected]
1-866-336-2568 Toll Free
1-727-507-9749 int’l
www.perma-liner.com
19
A Word From The Nexstar President And CEO
Be a Visionary – Not a Seer:
Nostradamus-Tester Speaks
By Jack Tester, Nexstar® Network
President & CEO
Nostradamus was a 16th century French
“seer” who was famous for, among other
accomplishments, writing a book called,
The Prophecies. Many claim he accurately
predicted significant future events, including World War II, the September 11th
attack, and Hurricane Katrina. His name is
now synonymous for predicting the future.
So, I am going to give this “seeing”
business a try and go on record
with my prediction for the
business environment in 2014:
Predicting 2014 is easy. Companies with
inspired, engaged leadership will have a
good year. If a few things break their way
they will have a great year. This will be my
prediction in 2015 and 2016, as well.
How about that? Predicting the
future for Nexstar is easy. Why
am I so optimistic? We at Nexstar
operate in an amazing industry.
The residential service and replacement
market is so large that no one really has a
solid figure for how large it really is. Some
estimate it is $20 billion just on the HVAC
replacement side and some estimate it
is much larger. No one has a legitimate
calculation for how large the combined
plumbing, HVAC service and electrical
service markets are. I have read estimates
that plumbing service may be near $9
billion and electrical service is around
$4 billion.
So at a minimum, these estimates place
our industry well above $30 billion. Then
when you add in commercial service or
new construction industries, our industry
isn’t just large, it’s huge!
Since our industry is also highly fragmented, the opportunity for significant
growth within the industry is even greater.
The residential service and replacement
industry is growing. Some estimates track
annual growth of as much as 6-7% in
recent years – much faster than the
1-2% annual US GDP growth.
Technology is not changing the
consumer landscape like it is for many
companies. We have yet to see “plug in
and go” plumbing, HVAC and electrical
systems that homeowners can install and
maintain without the aid of a professional.
How would you like to work for Research
in Motion (Blackberry) right now? I bet
that is great fun.
In our industry, technological advances
in piping and HVAC equipment have, if
anything, created a higher demand for our
services.
We know that industry can be strong
and growing, despite being sick here at
home. Many unemployed factory workers
can attest to that as their jobs have moved
to Mexico, China or Vietnam. The work we
perform in customers’ homes can’t be outsourced overseas. It is staying right here in
North America. Our abilities and skills are
more in demand now that at any time in
the history of our industry.
Oh, and I almost forgot this last one.
Our industry IS recession resistant. Consumers may lock down on discretionary
spending when economic conditions are
shaky, but so much of what we provide
is not truly discretionary. Discretionary
purchases are new cars or extensive
vacations.
During the recession in 2008-2009,
notably the worst recession since the
Written By Jack Tester, Nexstar President and CEO
Sign up today for upcoming training and networking events Nexstar offers, including Service System™
training, business planning workshops, marketing workshops and networking meetings.
JOIN THE CLUB - BECOME A
NEXSTAR AMBASSADOR TODAY!
Support Nexstar Network’s vision of improving the lives of
contractors and those around them by referring a prospective
company for membership in Nexstar.
Do you know a Contractor who hasn’t experienced Nexstar? Make a referral and
join Nexstar’s Ambassador Club!
What makes a good prospective member?
• Already successful and looking to grow to the next level
• Out of the truck and working ON the business
• Operating five or more active trucks
• An insatiable desire to be the BEST
• Offers customers the best service experience possible
• Employs and retains the best people
Mike Cottle, Cole Services, member since 2006
“I have witnessed for myself the incredible change Nexstar has fostered in my business and my life. I am grateful every day
and work to share this gift with other contractors. I am a firm believer in Nexstar and a proud member of the Ambassador
Club. Join me in a movement to strengthen our industry one contractor at a time.”
Mike Cottle joined Nexstar in 2006 and within his first year he increased profits by $355,000, cut his debt and doubled his monthly
salary. Founded in 1996, Cole Services employs 73 team members, operates 45 trucks and books $12 million in annual revenue in
HVAC and plumbing service.
It’s easy to join the club – just make a referral
Contact Lisa Or David
Lisa Schardt • [email protected] • (651) 789-8550
David Janssen • [email protected] • (651) 789-8556
Or go the member side of www.nexstarnetwork.com and click “Member Services” and select “Submit a Referral”
21
A Word From The Nexstar President And CEO
Be A Visionary, Continued From Page 20
Great Depression by the way, many contractors suffered mightily. The ones that
took the brunt of it were focused on new
construction. They watched their work and
their livelihoods vanish overnight. However,
well-run service and replacement contractors may have had to work a little smarter
and a little harder – but came through the
recession just as healthy if not healthier
than when it started.
Predicting the future for Nexstar is easy.
Here is the reality for 2014 and every
year to follow. A company run by inspired,
engaged leadership will find ways to grow
and prosper. These leaders will deploy a
consistent, quality marketing plan that
supports a brand promise consistent and
Share Your
Success!
memorable to customers. They will deploy
great training that sticks – training that
reinforces behaviors employees need to use
in the field and on the phone with customers to build value and earn trust. They will
train employees and then consistently follow up to ensure behaviors taught are used
in the field every single day. These same
leaders will insist on across-the-board
accountability from everyone – starting
with themselves.
We do what we say, every day.
We know our job and we do it to
the best of our abilities each day.
My
Prediction
is that if a company executes across
these four dimensions they will
have a very good 2014.
• Inspired, engaged leadership
• Consistent and memorable marketing
• Great training ….that sticks
• Across-the-board accountability
Take that Nostradamus.
Coaches will be sharing successes and tips in each edition
of At Your Service – make sure to share with your coach
what’s working in your shop!
Jim Hamilton, Nexstar Business Coach
651-789-8594 • [email protected]
Ed Cerier, Nexstar Marketing Strategist
Susan Kimball, Nexstar Marketing Coach
Melanie Tauring, Nexstar Marketing Coach
Bill Mattern, Nexstar Business Coach
Tom Merriott, Nexstar Call Center
Excellence Coach
Julian Scadden, Nexstar Training Implementation Specialist
Scott Pearson, Nexstar Coaching Manager
Denise Swafford, Nexstar Business Coach
Jodi Peter, Nexstar Business Coach
Rob Buckley, Nexstar Business Coach
23
Calendar Of Upcoming Events
On The Horizon
Start the new year with a renewed focus on making the most of
your Nexstar membership. Here are some upcoming classes and
events that can help you get a jumpstart on your 2014. We’d love
to see you there!
JANUARY 2014
Nexstar Events
What.......................................................... When...................... Where
General Manager Certification..........................Jan. 15 – 17............... Orlando, FL
Call Center School.............................................Jan. 30 – Feb. 1.......... San Diego, CA
Service Management........................................Jan. 30 – Feb. 1.......... San Diego, CA
Service System..................................................Jan. 30 – Feb. 1.......... San Diego, CA
Notable January Dates
MARCH 2014
Nexstar Events
What.........................................................................When................................................. Where
Service System Spring Checks...........................................Mar. 1......................................................Louisville, KY
Must have completed Service System to attend. There is a Service System immediately preceding this class Feb. 26 – 28.
Building Your Dream Team – Spring Workshop #2............Mar. 5 – 7................................................Chicago, IL
*New this year – Nexstar is offering the same great owners’ workshop at three different locations and dates.
Service System..................................................................Mar. 12 – 14............................................Denver, CO
Train the Trainer................................................................Mar. 12 – 14............................................Denver, CO
Service System Spring Checks...........................................Mar. 15....................................................Denver, CO
Building Your Dream Team – Spring Workshop #3............Mar. 26 – 28............................................Boston, MA
Notable March Dates
What ........................................................................When
Ash Wednesday.................................................................Mar. 5
Daylight Savings Time Begins............................................Mar. 9
St. Patrick’s Day.................................................................Mar. 17
First Day of Spring.............................................................Mar. 20
What ......................................................... When...................... Extra
New Year’s Day.................................................Jan. 1
Cuddle Up Day..................................................Jan. 6......................... Can you offer products to help your customers snuggle up and get warm?
Martin Luther King Day.....................................Jan. 20....................... Schools and some employers are closed.
Handwriting Day...............................................Jan. 23
March Facts:
Celebrate the birthday of Inventor Alexander Graham Bell this month and get those phones ringing! Looking for ways to
get more calls? Check out the Nexstar marketing catalog – you’ll find ads and marketing pieces that will help generate
calls. You’ll even find a campaign featuring another smart guy with a March birthday, and you don’t have to be Einstein to
figure it out.
January Facts:
Although created with the intent to support the paper and pen industries, National Handwriting Day reminds us how
important a personal connection can be, especially when you are looking to build on an existing relationship, like with
your customers. Make the resolution in January to hand write a note of thanks to each of your customers by the end of
the year. You’ll be surprised by the power of the pen.
APRIL 2014
FEBRUARY 2014
Nexstar Events
What..................................................................... When.......................Where
Building Your Dream Team - Spring Workshop #1.........Feb. 19 – 21................ Phoenix, AZ
HVAC Sales System.......................................................Feb. 26 – 28................ Louisville, KY
Service System..............................................................Feb. 26 – 28................ Louisville, KY
*There is a spring checks course immediately following this Service System on Mar. 1.
HVAC Sales Management.............................................Feb. 26 – 28................ Louisville, KY
Notable February Dates
What .................................................................... When.......................Extra
Groundhog Day.............................................................Feb. 2.......................... Are you hoping for six more weeks of winter?
Super Bowl Sunday.......................................................Feb. 2
Valentine’s Day.............................................................Feb. 14
Presidents’ Day.............................................................Feb. 17
February Facts:
Get your game plan ready for Super Bowl Sunday. Even if your team isn’t playing – somebody’s team is moving the ball,
and the parties are already planned. We know when people entertain, toilets and sinks get used. Plumbers take the field
and make sure you don’t punt on this opportunity to serve your customers. Game on!
Nexstar Events
What......................................................................... When....................................... Where
Service System.................................................................. Apr. 9 – 11.................................... Washington, DC
Call Center School............................................................. Apr. 9 – 11.................................... Washington, DC
Sewer Sales....................................................................... Apr. 10 – 11.................................. Washington, DC
Service System Spring Checks........................................... Apr. 12.......................................... Washington, DC
Must have completed Service System to attend. There is a Service System immediately preceding this class Apr. 9 - 11.
Boot Camp........................................................................ Apr. 23 – 25.................................. Minneapolis, MN
Peer Group: Golden Rule PHC, Inc..................................... Apr. 30 – May 2............................ Grimes, IA
(Des Moines metro)
Notable April Dates
What ........................................................................ When....................................... Extra
Personal Income Tax.......................................................... Apr. 15.......................................... How can you attract customers to
spend their refunds with you?
Easter Sunday................................................................... Apr. 20
Earth Day.......................................................................... Apr. 22
Arbor Day.......................................................................... Apr. 25.......................................... Help beautify your
community and plant some trees!
April Facts:
With Earth Day and Arbor Day in the same month, April is the perfect time to talk to customers about how important natural
green space is to a community for providing clean air and safe open environments. Why not remind them that having clean
air in their homes is just as important? Nexstar offers its Pristine Air products for members looking for quality IAQ products.
25
2014 Calendar of Events
JANUARY
Orlando, Florida
Jan. 30 - 1
Jan. 30 - 1
Jan. 30 - 1
Coaches’ Webinar
11
Wake Up Call
13
What’s Happening Webinar
19 - 21
Spring Meeting #1
25
Wake Up Call
26 - 28
HVAC Sales System
Service System
HVAC Sales Management
14
Wake Up Call
15 - 17
General Manager Certification
16
28
FEBRUARY
Wake Up Call
30 - Feb. 1
30 - Feb. 1
30 - Feb. 1
Call Center School
Service Management School
Service System
San Diego, CA
Call Center School
Service System
San Diego, CA
Phoenix, AZ
Louisville, KY
APRIL
8
9 - 11
10 -11
12
Wake Up Call
Service System
Call Center School
Sewer Sales
Service System Spring Checks
Washington, D.C.
MARCH
1
5-7
Spring Meeting #2
11
Wake Up Call
12 -14
15
Service System
Train the Trainer
20
Coaches’ Webinar
25
Wake Up Call
26 - 28
Spring Meeting #3
MAY
Apr. 30 - 2 Peer Group: Golden Rule PHC, Inc.
Grimes, IA
6
Wake Up Call
7-9
8-9
Service System
Electrician University
Dallas, TX
17
Strategic Partner Webinar
20
Wake Up Call
22
Wake Up Call
22
23 - 25
Boot Camp Minneapolis, MN
Louisville, KY
Chicago, IL
Denver, CO
Boston, MA
JUNE
4-6
5-6
Service System
Sewer Sales
10
Wake Up Call
24
Wake Up Call
26
Coaches’ Webinar
San Diego, CA
30 - May 2 Peer Group: Golden Rule PHC, Inc.
Grimes, IA
JULY
AUGUST
SEPTEMBER
15
Wake Up Call
12
Wake Up Call
9
Wake Up Call
17
Coaches’ Webinar
14
11
Strategic Partner Webinar
23 - 25
Boot Camp
20 - 22
Peer Group: Bell Bros. HVAC
17 - 19
Super Meeting
24 - 26
Service System
HVAC Sales System
20 - 22
24 - 26
Peer Group:
23
Service System
HVAC Sales System
Call Center School
Service System Fall Checks
26
Wake Up Call
Minneapolis, MN
New Brunswick, NJ
29
Wake Up Call
OCTOBER
1-3
2-3
4
7
9
15 -17
Service System
Electrician University
Service System Fall Checks
Chicago, IL
Phoenix, AZ
Art Plumbing & Air Conditioning
Coral Springs, FL
30
NOVEMBER
Wake Up Call
DECEMBER
4
Wake Up Call
3-5
Boot Camp
12 - 14
Service System
Call Center School
11
Coaches’ Webinar
16
Wake Up Call
30
Wake Up Call
Denver, CO
Wake Up Call
Coaches’ Webinar
Peer Group:
Elk Grove, CA
Orlando, Florida
18
Wake Up Call
20
Minneapolis, MN
Anderson Plumbing, Heating & Air
El Cajon, CA
16 - 18
Train the Trainer
21
Wake Up Call
Location TBD
CANCELLATION POLICY: An administrative fee of $100 per cancelled attendee will be assessed prior to tuition refund.
revised: 12/18/13
27
New Members
A Big Nexstar
Welcome!
Nexstar was founded on the principle of education through sharing. The first step in sharing is to build
relationships and meet your other Nexstar members.
What’s your new year’s resolution? Why not make networking with Nexstar one of
your resolutions this year? It’s easy:
• Pick up the phone and call one of these 20 new members!
• Seek out new members at the spring meetings in February – March
and engage them in robust conversation.
• Invite a new member in your area to your shop or attend a training, meeting or peer group
event together.
You joined Nexstar Network for your own individual reasons, and so did others. Let’s come together
and share our knowledge, the way only Nexstar members can.
AUGUST
Dutton Plumbing
Eric Dutton
[email protected]
(805) 522-1944
Simi Valley, CA
I.R.V. Plumbing, Inc
William Iliev
[email protected]
(866) 824-4436
Charlotte, NC
Randy May Electric, Inc
Randy May
[email protected]
(843) 689-3115
Hilton Head, SC
Milltown Plumbing & Heating Inc
Fredrick L Webster Jr.
[email protected]
(978) 453-5684
Chelmsford, MA
SEPTEMBER
BCL Electric, Inc
Brent Loney
[email protected]
(208) 882-0136
Moscow, ID
Ambassador - Elaine Damschen Mainstream Electric, Inc
Thermal Services Heating, Air & Plumbing
Wade Mayfield
[email protected]
(402) 397-8100
Omaha, NE
Ambassador - Dewey Jenkins - Morriss-Jenkins
Ambassador - Bryce Johnson - Air Conditioning
by Jay, Inc
OCTOBER
Pipe Doctor
Eric Wagner
[email protected]
(419) 877-2833
Perrysburg, OH
Munn’s Sales & Service, Inc.
Carl Munn
[email protected]
(352) 787-7741
Fruitland Park, FL.
Ambassador - Jaime DiDomenico - Cool Today/
Plumbing Today/Energy Today
Daniel Cordova Plumbing
Daniel Cordova & Laurie Castillo
[email protected]
(626) 962-0885
Baldwin Park, CA
NOVEMBER
James Caccia Plumbing Inc
Geno Caccia
[email protected]
(650) 342-5363
San Mateo, CA
Ambassador - Steve Allen - Allen Service
George Brazil Plumbing Services
Marc Erpenbeck
[email protected]
(602) 257-9000
Phoenix, AZ
Ambassador - Scott Nelson - Laney’s, Inc
Zurn Plumbing Service, Inc
Lisa Burns
[email protected]
(770) 451-6765
Chamblee, GA
Candlelight Services, Inc
Scott Goshern
[email protected]
(765) 271-3055
Kokomo, IN
GMC Air Conditioning Services
Skip Farinhas
[email protected]
(954) 973-5980
Pompano Beach, FL
Education
Through Sharing
Carmine’s Plumbing, Heating &
Air Conditioning
Carmine Iapaluccio
[email protected]
(203) 791-8089
Danbury, CT
Moon Services, Inc
Steve Moon
[email protected]
(410) 392-9350
Elkton, MD
Ambassador - Amy Threlkeld - Bob Hamilton
Plumbing, Heating and AC
Ambassador - Mark Schneider - Pacific Aire
DRF Trusted Property Solutions
Scott Schnurr
[email protected]
(630) 615-7000
Plainfield, IL
Bibb / Albert Henry
Ned Stellman & Dana Rogers
[email protected]
(410) 486-7171
Pikesville, MD
Ambassador - Eric Corbett - Larry & Sons, Inc
Honey’s Air, Inc
Dale Kujawski
[email protected]
(209) 523-2345
Salida, CA
Ambassador - Kenny Bell & Jerry Bell - Bell Bros.
Heating & Air Conditioning
Jupiter Tequesta Air Conditioning
and Heating, Inc
Matthew Kuntz
[email protected]
(561) 747-3113
Tequesta, FL
29
Wonderlic Helps
You Hire The Best
Nexstar Board Of Directors
What’s Important?
By Chris Corley,
Chairman, Nexstar Board of Directors
“We start every day knowing we’re
not going to get it all done. And we
look back on the years and wonder
where they went and why we haven’t
accomplished what we had hoped.
Time is the only element in the world
that is irretrievable when it’s lost. Lose
money and you can make more. Lose
a friend and you can patch up the
relationship. Lose a job and you can
find another. But lose time and it’s
gone forever.”
- Peter Bregman
Management consultant and life coach
This year marks my 27th holiday season
as the owner of my own company. I’ve had
my successes and failures, yet overall I’m
a blessed man. As I march into a new year,
it’s a great time for me to reflect on where
I’ve been and where I’m going; on what I’ve
learned and what I’ve yet to learn. I constantly remind myself of what’s important in
life, so I thought I’d share this with you.
into recognizing that we’re focused on the
unimportant things in life. You start to ask
yourself questions like, “Why do I need all
this stuff?” or “Is this argument truly worth
losing our relationship over?” It’s imperative that we revisit questions like these on a
regular basis to keep our perspective.
Quit trying to be the other guy
(or gal)
Decide who you want to be and head that
direction. Keeping up with the Smith’s is an
empty path. As Nexstar members, we have
the opportunity to network with some pretty
awesome companies. That’s a good thing for
sure, and can inspire greatness, but make
certain you’re doing what makes sense for
you and your company.
You don’t have to do it all at once
Once you commit to a path, remember
it takes time to build a successful company. We’re doing business in a time when
18-year-old “kids” are starting technology
companies, and cashing out for billions by
the time they’re 25 years old. As a result,
we feel like we’re falling behind when our
company isn’t further ahead. Success in our
industry doesn’t happen overnight, so slow
down and build a solid foundation that will
support the future growth of your company.
Keep your perspective
Leave MORE than you take and give
MORE than you get
Lift your head up and look around. Are
you heading where you want to go? When
we are busy doing all the things we committed to doing, it’s easy to lose our way. Most
of the problems we face in life aren’t as big
as we make them. Many times it takes a
death, tragedy, or major life event to jolt us
Have you ever thought about all the lives
you touch? Each person you lead connects
with many other people who in turn connect
with many others. Your single touch will
have consequences much greater than one
interaction. It’s huge. We get ourselves all
wrapped up in our company and forget that
it’s not all about us. As a business owner or
leader, you have the opportunity to touch
millions! There are a lot of folks out there we
can impact. What difference are you making
with your employees and within your
community?
Pain is inevitable. Who will be there
when it hurts?
I lost my first wife, Beth, to cancer after 25
years of marriage and four children. It was
and is still the hardest thing I’ve ever gone
through. Fortunately, I had many very close
friends who walked with me through that
time and then kept me from doing stupid
things after Beth was gone. We need people
in our lives we can lean on and who will
help us heal.
Your life challenges will be different from
mine, but you will have them. Cultivate your
relationships now, because you need them…
and they need you.
Family is most important
If your business is ruining your marriage,
find out why and work to repair it. I’m not
trying to play marriage counselor, but who
will you celebrate success with if you lose
your life partner? Slow down and pay attention to this.
Secondly, if your business is causing you
to lose valuable time with your children, fix
it. Most of us say that our family is our first
priority, yet we don’t show it in our actions.
We give the best part of our life to building
our company. Long hours, people and money
issues, too much or too little work, even new
opportunities tend to consume us, and we
give the leftovers to our spouse and kids.
“Laugh more, play
NEW!
more, and appreciate what you have.“
– Chris Corley
General Manager Profile Now Available!
The Wonderlic program will help you:
•
•
•
•
Determine if your applicant has the mental capacity to do the job
Identify unproductive work habits
Decrease the risk of a bad hire
Create greater efficiencies in the hiring process
The Wonderlic program features:
•
•
•
•
Unlimited applicant assessments per job profile
13 key hiring profiles created by Nexstar members
Makes dealing with many applicants easy
Provides you with qualitative and quantitative
information for each candidate
2014 pricing options. Pricing is easy – your annual license
covers the number of profiles you need. Wonderlic Online
and interviewing questions are included!
Questions? Ready to sign up?
$700 Starter Package – 1 job family
$1300 Small Package – 2 to 5 job families
$1900 Large Package – 6 to 10 job families
$2100 Premium Package – 11 to 13 job families
Gold members – may use Gold Points
Contact Janet Wopinski – 651.789.8524
[email protected]
JOB PROFILES AVAILABLE
General Manager • Technicians / Helpers / Installers • Office Administration / Accounting • Service Management / Management
Marketing Manager • Customer Service Representatives / Inside Sales • Customer Service / Sales Aptitude • Warehouse Manager
Dispatchers • Warehouse Runner • Sales • Senior Leadership
31
NEXSTAR MEMBERS EXCLUSIVE
Ford Fleet Discount Program
Nexstar Board Of Directors
Ford’s Competitive Price Allowance (CPA) Program.
What’s Important? – continued from page 30
Beth used to ask me, “When are you going
to slow down and pay some attention to
your family?” I would respond, “Just a little
while longer dear, and it’ll get better.” Beth
was patient, for a time, but one day she said,
“You always say that it’ll get better, and it
never does. If you’re not careful, you’re going
to turn around and your kids will be grown
and gone. You’ll never get these years back.”
She was so right.
In the interest of full disclosure (and because she will read this), as it turns out I still
have room to grow in this lesson, because
even now, my wife Donna reminds me of the
same things. Life is short. Pay attention to
what really matters.
Say “No” more often
Saying “no” more often allows you the
freedom to say “yes” when it’s right. It’s
easy to let our ego drive our commitments.
However, I promise you, the world will work
to solve issues with or without you. As business owners and leaders we are constantly
asked to commit to this project or that
committee, and try as we might, we can’t
commit to all of them. Identify those causes
most personally rewarding and worthwhile
for you, and pass on others. If we over
commit, we create roadblocks to
our freedom.
Keep short accounts
I use the term “keep
short accounts” because
it applies to so much in
my life. I have wasted
too much time and brain
space by not dealing with
When ordering your vehicles, you must mention Nexstar’s fleet identification number is FIN # NS525
and the fleet incentive is option code 56A
issues as they come up. Usually, it’s my pride,
anger, fear of judgment, embarrassment, or
a myriad of other excuses, that keeps me
from dealing with issues. I’ve learned the
hard way that bitterness, anger, resentment,
and pain are best released when we face our
struggles head on.
When I left my brother-in-law’s company
to start my own business, I was angry and
hurt. Much of my pain was caused by my
own immaturity and pride, but the negativity
stayed with me for more than 10 years. One
day, recognizing how much I was struggling, I asked my brother-in-law to forgive
me for how I’d felt. This “confession” was a
non-event for him, but for me, it released me
to move on. Until that day, I’d been stuck.
Whatever your issue is today, deal with it
now and move on.
Keeping short accounts also applies to the
flip side of the coin. If I’m willing to seek forgiveness, I also need to be willing to forgive.
The employee that’s “done me wrong” or
the customer who wouldn’t pay isn’t hurt by
my anger and bitterness nearly as much as
I am. It’s been said, “Holding on to anger is
like drinking poison and waiting for the other
person to die.” Let it go.
Laugh!
Life is challenging, but it’s also fun. Make
sure that you spend an appropriate amount
of time enjoying what you’ve worked so hard
for. Laugh more, play more, and appreciate
what you have.
Be thankful
If you haven’t already figured it out, for
me, my faith, family, and friends are most
important. Everything I do is framed around
these. Monetary gain is way, way down on
the list.
ELIGIBLE VEHICLE LINES................. BODY....... MODEL.....DISCOUNT
A few years after Beth passed away, I met
Donna. She had also lost her spouse. We
fell in love and married. I can honestly say
I have had the joy of not just one but two
great marriages in my life. I have much to be
thankful for, and I’m certain that you do too.
It’s important to celebrate the gifts we’ve
been given on a moment-by-moment basis.
So that’s my new year’s list. It’s in no way
comprehensive, but it covers much of what
I have been challenged with through the
years. I encourage you to make your own
list. Reflect on why you do what you do, and
what’s most important to you.
I’ll close by sharing one of my
favorite quotes:
“When I reach the end of my days,
a moment or two from now, I must
look backward on something more
meaningful than the pursuit of
houses and lands and machines and
stock and bonds. Nor is fame of any
lasting benefit. I will consider my
earthly existence to have been wasted
unless I can recall a loving family,
a consistent investment in the lives
of people and an earnest attempt to
serve the God who made me. Nothing
else makes much sense.”
C
M
Y
CM
MY
CY
CMY
K
FUSION ......................................................ALL..............2014 ............ $2100
FUSION HYBRID ........................................ HYB .............2014 ............ $1000
TAURUS .....................................................ALL..............2014 ............ $3000
ECONOLINE ...............................................ALL..............2014 ............ $5200
EDGE..........................................................ALL..............2014 ............ $2400
ESCAPE ......................................................ALL..............2014 ............ $1800
EXPEDITION ...............................................ALL..............2014 ............ $3500
EXPLORER..................................................ALL..............2014 ............ $2600
F-SERIES SUPER DUTY F250-F550..............ALL..............2014 ............ $5100
F150...........................................................ALL..............2014 ............ $5000
F150 4X2 REG CAB ....................................F1C .............2014 ............ $4300
F150 4X4 RAPTOR SUPER CAB ................. X1R .............2014 ............... $0
F150 4X4 RAPTOR SUPER CREW ..............W1R.............2014 ............... $0
F350 THRU F550 (CHASSIS CABS)............. GRP .............2014 ............ $4100
F650 REG CAB DOCK HEIGHT XL...............F6F..............2014 ............ $5100
FLEX...........................................................ALL..............2014 ............ $3300
MKX...........................................................ALL..............2014 ............ $2600
NAVIGATOR...............................................ALL..............2014 ............ $3500
TRANSIT CONNECT ....................................ALL..............2014 ............ $1100
E-Series Free Options
In addition to CPA, E-Series van customers can select:
• No-Charge Power Group (option codes 90F + 62P) OR one of the following
three options, at no charge, if included in the original vehicle order.
• No-Charge Racks and Bins Package (option code 96G) or
• No-Charge EconoCargo Package (option code 96B) or
• No-Charge Quiet Flex III™ Composite Racks and Bins Package (option code 96Q)
For more information
contact Nexstar or Rory Cashman.
Rory can be reached by phone at (201) 575-0614
or by e-mail at [email protected]
2014 Ford Program
FIN # NS525 • Option code 56A
MEMBER PROFILE
Name:.................................. Corley Plumbing Air Electric, Inc.
Website:............................... www.corleypro.com
Owner:................................. Christopher Corley
Market location:................... Greenville, SC
Company founded:............... 1986
Joined Nexstar:.................... October 1996
Current revenue:.................. $8 million (2013 estimate)
Business mix:....................... 25% Electric; 25% HVAC;
............................................ 40% Plumbing; 10% Carpentry
Number of employees: ........ 49
Number of trucks:................ 24
33
Nexstar Coaches’ Tips And Trends: Stories From The Bench
Prepare For Meetings To Maximize
Engagement And Results From Your Technicians
By Jodi Peter,
Nexstar Business
Coach
Make the most of YOUR
weekly meetings. As a
Nexstar Business Coach,
I guide contractors on the
importance of preparing
for and facilitating effective meetings each
week with technicians. These meetings
allow you to voice expectations, set the
tone for your culture, recognize great work
and coach on opportunities. Here’s an email
from new member Dutton Plumbing in
Simi Valley, California, describing how they
improved their weekly meeting.
From: Eric Falconer
To: Jodi Peter
Subject: Good meeting
Hi Jodi,
I thought I’d share this with you. Last
week’s service system meeting was kind
of ‘bleh.’ I didn’t really feel like I was well
prepared for it, and I had trouble engaging
the techs. This week was a little different – I
scheduled my one-on-ones with the techs
that were off the day of our meeting so I
could practice discussing the materials. I
figured out that role-playing was absolutely
necessary; however, in the past it had been
super awkward and not effective.
Before the meeting started I was hanging
around chatting, as normal, but right before
7:30 am hit, I went into my office and put
on a knight costume I had from Halloween. I came back out looking and acting
ridiculous saying something along the lines
of, “I’m Sir Eric from the land of Operations,
I’ve traveled across the barren wastelands
of the office to pledge my
loyalty to Lord Oscar – ruler
of the sewer truck, lord of
the pink truck and master of
the drains.” Naturally, I got
a standing ovation for my
performance – I should have
been an actor.
From that point, the theme
of the meeting was, you
have to get out of your
comfort zone if you’re going
to change – this is supposed
to feel awkward at first.
Everyone had fun practicing
the Nexstar way of greeting
and I think the meeting was
a huge success.
Too Busy To Protect Your Business?
Even the best businesses can have claims. Contact your local Federated
representative to learn more about risk management resources, like a distracted driving
program, designed to help keep your business on the right road.
Techs and helpers at Eric’s meeting.
Visit www.federatedinsurance.com to find a representative near you.
Thanks again for your coaching and encouragement, things are going well over here!
Eric Falconer
Operations Manager
Dutton Plumbing • Rooter
INTRODUCING, Rob Buckley, Business Coach
Exclusively
recommended by
NEW
COACH
Rob is a passionate and dynamic business coach who has spent
the past 20 years driving revenue growth and providing visionary
leadership in highly competitive markets. His expertise in plumbing,
heating, air conditioning and electrical operations, P&L management, strategic
positioning and planning will help any residential contractor move their business forward.
Federated Mutual Insurance Company • Federated Service Insurance Company* • Federated Life Insurance Company
Owatonna, Minnesota 55060 • Phone: (507) 455-5200 • www.federatedinsurance.com
*Not licensed in the states of NH, NJ, RI, and VT.
13.03 Broken Cell Phone_7x10_FC_Nexstar.indd 1
© 2013 Federated Mutual Insurance Company
1/24/13 10:32 AM
35
Nexstar Coaches’ Tips And Trends: Stories From The Bench
Use A Symbol Of Change To Focus
On Positive New Directions
By Denise Swafford,
Nexstar Business
Coach
We know change can be
hard for you as an owner
and for those in your shop,
especially when that
change requires many
of your technicians to rethink the way
they’ve been approaching customers for
their entire career. When making a change
of this magnitude, I encourage companies
to use a “symbol of change” to be the
tangible representation of the positive
changes to come. Here’s the symbol of
change new member James Caccia
Plumbing from San Mateo, California,
chose for their Nexstar roll out.
They amped up their kick-off meeting with
a thorough and thoughtful presentation
on the company’s history, the business
culture, and the foundation of family they
share. The presentation also included the
owners’, Geno Caccia and Anthony Caccia,
vision for what they wanted for both the
company and their employees. Then they
described how the Nexstar training and
tools would be instrumental in reaching
those goals.
Above: The bright, shiny remodeled
training space.
Right: The old training space was
bland and un-inviting
But, did we also mention that this training
was held in a brand new training area?
Before launching, Geno and Anthony
completed a major renovation of their
training class area to symbolize the
change in direction and focus they were
taking as a business.
Three slides to the right: James Caccia Plumbing owners
presented a history of the company, why they chose Nexstar as a
business partner and what the future holds for customers, employees and the company
37
Super Meeting 2013 Feature
Highest Rated And Attended
Nexstar is excited to announce that the
2013 Super Meeting held in Indianapolis,
IN, was our highest attended and highest
rated Super Meeting in our history.
The event started with a day of preconference seminars highlighting business
fundamentals, acquisitions and financial
planning strategy, pay-per-click expertise,
marketing a personal brand, recruiting top
talent and evaluating your leadership style
with a 360° review process.
Keynote speaker,
Emmitt Smith, delivered
an entertaining and
inspiring message that
started the general
session off with a quick
start. That afternoon,
members attended a
wide-range of breakout sessions including
timely topics such as:
•
•
•
•
•
•
Sewer Sales for Managers
Fall Checks for Managers
Electrical Sales for Managers
Guerilla Marketing
TAP Program
The Next Generation of Leadership
•
•
CSR vs DSR: Managers Understanding These Roles
Unique Aspects of Female Leaders
in the Trades
Friday night’s event was a Nexstar
Legacy Foundation dinner – featuring a live
and silent auction to raise funds for the
foundation’s Troops to Trades program.
Saturday started with Nexstar’s Annual
Shareholder Meeting and the presentation
of the Eddie & Suzi Marketing Awards and
Nexstar Coaches MVP Awards for Financial
Performance, Customer Satisfaction and
Employee Engagement.
MVP Awards for financial performance,
customer satisfaction and
employee engagement
After a presentation on the near-term
economy and the introduction of Nexstar’s
new Building Leaders Video Training series,
Training Manager, Keith Mercurio, closed
the meeting with an inspirational message
about the next step of Be, Do, Have –
which of course is “What’s Your AND?”
Eddie and Suzi Marketing Award winners
1-800-763-0700
Friday night’s event was a Nexstar Legacy Foundation dinner
Strategic Partner TradeSHOW:
Nexstar Strategic Partners welcomed more than 65 partners to provide
information, answer questions and talk through solutions with more than
400 attendees. Find out what the Strategic Partner program can help you
improve in your business.
AVAILABLE NOW
IN STOCK TRUCKS. VIEW ONLINE INVENTORY HACKNEYSERVICE.COM
39
Super Meeting 2013 Feature
Continued From Page 38
Super Meeting’s pre-conference seminars,
keynote address, breakout sessions, awards
presentations, social time and more provided a
rich learning experience for members to absorb
information that will improve their businesses!
Thank You To All Who Made
Super Meeting 2013 A Valuable
Learning Experience!
s.com
orreward
contract
Breakout Session: Member Trainer Garrett
Cook, Service System Fall Checks
Training Manager, Keith Mercurio,
closed the meeting with an inspirational
message, “What’s Your AND?”
Meet Your Nexstar Board Of Directors
As elected at the Nexstar Annual Shareholders Meeting, Oct. 5, 2013.
Win a Bahamas trip and bonus points just for purchasing residential units from
A. O. Smith, State, American or Takagi. Seven lucky winners and guest will be randomly
selected and will receive a 4 day / 3 night cruise on The Norwegian Sky in March of 2014.
Join Contractor Rewards program and begin earning great prizes and rewards.
These 6 items are unmatched in the water heating industry.
Contractor Locator*
Jeff Allen
Vice Chairman
Allen Service,
Ft Collins, CO
Chris Corley
Chairman
Corley Plumbing Air Electric,
Greenville, SC
Jaime DiDomenico
Director
Cool Today/Plumbing Today/
Energy Today, Sarasota, FL
Product Sales Tools
• We also have a new online locator that drives
thousands of consumers from our websites right
to our loyal contractors
Matt Bergstrom
Director
Thornton & Grooms,
Farmington Hills, MI
Marty Cullen
Director
A-1 Plumbing and Perfect Air,
Boise, ID
Gregg D’Attile
Director
Art Plumbing & Air Conditioning,
Coral Springs, FL
Mark Presgrave
Director
My Plumber Heating & Cooling,
Manassas, VA
Arnie Shaw
Treasurer
Centennial Plumbing, Heating &
Electrical, Saskatoon, SK
Contractor Rewards Program**
™
Contractor Advertising Tools
Jeff Belk
Secretary
Plumbline Services,
Denver, CO
• We provide contractors access to the sales tools
needed to close more sales
• Our Dealer Marketing Resource Center allows
contractors to develop an easy and affordable, custom
advertising campaign to promote their business
Breadth of Product Line
• Residential or Commercial, we have the most
complete line from Standard models…to the most
innovative high efficiency water heaters available
• Our program rewards our loyal contractors for buying
our products. Buy more & get rewarded - with prizes
and higher status on our contractor locator
Brand Support
• Marketing investment in our brands drive
consumers to recognize our name, visit our
websites, locate local contractors and request
our products
For complete program rules, go to www.hotwater.com
*Currently active for A. O. Smith and State brands. **Contractors must be a member of the Contractor Rewards program to win. No purchase necessary.
To get a free entry call 877-286-7064 to join. The random prize drawings to be held approximately January 10, 2014. Odds of winning depend upon final number of entries.
41
The Nexstar Legacy Foundation offers deep and heartfelt thanks
Your commitment and generosity to the Troops to
Trades program is making our dream of bringing
military veterans into our industry a reality.
Ray Abbott
Jeff Allen
Mike Allen
Roy Anderson
Randy Baldwin
Darren Ball
Kenny Bell
Brian Beltz
Matt Bergstrom
Ron Bevins
Stacey Billings
Robert & Margie Biscardi
Ryan Black
Will & Shanna Blanton
Lou Blessing
Amber Bostdorf
Mike Brennan
Ralph Burtis
Anthony Caccia
Mike Campbell
Tony Cellino
Ed Cerier
Bill Chronister
Garrett Cook
Tony Cooper
Edward Copp
Barry Couvillion
Brian Cranney
Marty Cullen
Chris Cunningham
Gregg D'Attile
Steve Davidson
Kelsey Davis
Jamie Dent
Jim Dent
Jaime DiDomenico
John Dietz
Tom Drexler
Russ Ducker
Eric Dudley
Josh Dupree
Mike Enright
Joni Erdmann
Ron Ester
Mark Evans
Dan Fasden
Bill Fleming
Omar Flores
Marci Flowers
Ray Gallardo
Patrick Gambel
John Gennaro
Rachel Gibson
Mark And Christine Gibson
Joseph Gionnone
Ken Goldstein
Scott Goshen
Mike Graham
Brandi Green
Bob Gress
Gary Gruba
Brook Haas
Scott Hale
Bill Hall
Bob Hamilton
Jim Hamilton
Joe Haney
Bob Haycock
Thad Hedrick
Peggy Hildebrandt
Jimmy Hiller
Sarah Hoggard
Rick Jacobsen
George Johnson
Bill Kerrigan
Ed Lammer
Brett Lascko
Randy Lee
Steve Lenkevich
Doug Lindstrom
Heather Lockwood
Robert Logan
Steve Lowry
Kyle Matson
Randy May
Tom McCormak
Kevin McKechnie
Jim Meyers
Kirk Miko
David Miles
Chuck Mobley
Mike Montano
Melvin Music
Jeff Ness
Craig Parks
Jeff Patterson
42
These people made the Troops to Trades celebration dinner in Indianapolis an enormous success
troops
to
Celebration
Dinner Committee
Debbi Waldenberg, Chair
Bill Hall
Stephanie Streck
Dinner Volunteers
Keven Perry
Jodi Peter
Shannon Pippin
Mark Pippin
Chris Rainaldi
Kerri Raynor
Bob Rehfuss
Mike Reynolds
Kendall Richards
Andy Rodenhiser
Ted Rosenberg
Neal Ross
Monica Ryan
Dale & Ellen Sanford
David Sansone
Josh Savage
Julian Scadden
Lisa Schardt
Mark Schneider
Gordon Schroll
Jeff Seale
Jimmy Shafer
Steve Shapiro
Paul Shay
Larry Sinn
Kim & John Smith
Dave Snell
Jason Spengler
Jeff Stanley
Rob Steier
John Sullivan
Denise Swafford
Steve Tallman
Clyde & Alena Tauriainen
Franco Testa
Scott Thompson
Austin Tsakopoulos
Johnny Tubbs
Ed & Mary Valot
Sal Vigilante
Joe Vragolic
Dave Warner
Stephanie Webb
Tom Webber
Dan Weltman
Jim Williamson
Kevin Wolf
Dan Wood
Janet Wopinski
Mitch Wright
Raymond Family Foundation
Janie Burdick
Brad Casebier
Brian Cranney
Dale Sanford
Sponsors
GOLD
Call Source
Silver
American Water Heater
Barnett
Federated Insurance
Goodman
Auction Donators
Bronze
NSPG
Review Buzz
SignZoo
WHAM! Advertising
Veteran
Todd & Elaine Damschen
Tammy Ferris
Daniell Martini
John & Jackie Pankraz
Barnett
Frank Blau
Brian Cranney
Dynamic Air Quality
Tom Drexler
Frank Garneski
Joe Huck
Barry Kindt
Chuck Mobley
Greg Niemi
Nexstar East Coast PBOD
Nexstar Network
Noritz
Plumbers’ Choice
ProSystems
Service Coach
Statewide Supply
Debbi Waldenberg
John Ward
WinWholesale
Wolverine Brass
These businesses advance future leaders in our industry through ongoing support of the foundation
State •
• Takagi
www.321swipe.com
We Are Truly Humbled
by your willingness to give back to those who’ve served our country.
For more information on Troops to Trades, please visit www.troopstotrades.org,
or call Renée Cardarelle at 651-789-8518.
43
Lantern Capital Advisors White Paper
Find Your Fast Break Strategy
Financial Planning Lessons From High Growth Companies
Article reprinted courtesy of Chris
Risey, Lantern Capital Advisors
A fast break play in basketball occurs
when a team races down the court and
scores a goal as quickly possible. Loosely
translating that to business, fastbreak
strategy means an approach that
maximizes an owner’s goal (i.e. like
running up the score), or achieves a
desired goal as quickly as possible.
Many of Lantern’s clients are high
growth companies with the potential to
grow 20% or more per year in revenue or
earnings. People often think such growth
is only possible for companies blessed with
a hot product or hot industry like what is
appearing in the world of social networking and technology applications for the
iPad, but many of Lantern’s clients come
from boring old industries and the dat suggests our experience is not unique.1 A lot
of things have to come together for a company to achieve anything significant, but
two driving forces behind the companies
that Lantern Capital Advisors works with
are a desire to grow, and a willingness to
explore “What if”, especially when it comes
to corporate financial planning.
Just like the legendary basketball
coach John Wooden would tell his
own team, here are 5 ways to find
your own Fast Break Strategy.
Expand Your Playbook –
The more plays you can run, the more
ways you have to score. Most business
owners only consider strategies (plays)
they can execute (run) with their existing
capital. High growth companies consider
strategies given available capital. Even
in our sluggish economy, there is an over
abundance of capital available. There are
numerous financial providers and products
out there that allow owners to both grow
and keep control of their business. By understanding and applying these financing
alternatives, companies can ‘dial up’ new
strategies (plays) like acquisitions, buyouts,
capital investments, consolidations, joint
ventures, or any number of creative
strategies that can generate great financial
returns2. Some years ago I worked with a
small 20 year old software firm that used
capital to change their revenue model from
a license to a software as service (SaaS)
approach. Within, a year that new strategy
helped drive 40% annual revenue growth
and within five years they sold for over
$90 million in cash to a public company.
get’ but their target customers
sure do and they pay dearly for it. I
owe this great insight to TK Kieran3
and herwork routinely shows me that
narrowing your focus to your best
customers can create a roadmap to
faster growth and higher profits.
Understand Key Stats –
At halftime and the end of every game, a
stat sheet is passed around to the coaches
and fans lucky enough to have floor seats
that details each player’s points, minutes
played, rebounds, turnovers, and assists.
Those stats tell a story that looks beyond
dazzling dunks and no-look passes. In
business, your key financial stats tell what’s
working, what’s not working, what you are
likely worth, and what financing options
you have (or don’t have). While entrepreneurs don’t have to be accountants, they
do need to understand how the key information (like cash flow, relevant add backs,
and recent trending, for example) illustrates the likelihood that their goals will be
achieved. These key stats also provide clues
for finding your own fast break strategy.
Visualize Your Goal –
Elite players use visualization before
big games or big shots. They say the more
vivid the picture the better. Entrepreneurs
can get caught up in the euphoria of
growing and lose sight of what they want
out of their business. A smarter strategy is
to identify your own personal objectives
as an owner and stick to it. If, like most
good entrepreneurs, you don’t want to
lose control of your business while growing it, make sure you get to explore
financing options that don’t put that at
Play To Your Strengths –
NBA teams are great at making sure
their best players shoot the most shots. In
fact, the whole team and franchise is built
around them. The same concept is true for
high growth businesses. While they may
have a variety of customers, high growth
companies are usually built to serve their
best customers. A great example is a fashion client of ours that most people ‘don’t
risk. In the long run its better to grow
slower while maintaining control, than
lose ownership of the thing that gets you
up in the morning. Conversely, if getting
capital out of the business can ‘set you
up for life’ than try to address that along
the way. Lantern recently had a client that
decided not to sell their company to a
strategic buyer, but asked us to help them
get a $4 million loan to finance a onetime special dividend. We found a bank
that was willing to provide such financing
at 6.5% and without personal guarantees.
Strategies like this better position the
owner and business to achieve what they
want over the longer term. It’s a great
place to be!
Excel In All Three Phases –
The “talking heads” of basketball in
their wild pinstriped suits routinely say a
team has to excel at “all three phases of
the game.” They mean offense, defense,
and transition (running back and forth).
In business, high growth companies excel
in“three phases of planning.” They are:
1) Strategy –
What’s our best strategy? Why? What’s
the likely financial potential?
2) Planning –
Who is going to do what by when?
3) Analyze, Adjust And Achieve –
What’s working and what needs a
(halftime) adjustment?
Proven performers plan in each phase
and they don’t move from one phase to
the next until they have tested it or feel
reasonably assured it will work. (We apply
that same concept to raising capital which
enables us to provide consistent, high
1. A 5-year study in the middle of technology boom (1995-2000), found that more high companies existed in mature industries than in high growth industries. See “HIGH GROWH COMPANIES: Mapping America’s Entrepreneurial Landscape” Study By the National Commission on Entrepreneurial Leadership, Published July 2001
2. For more ideas on growth strategies see our blog at www.financinggazelles.com and look for our special column, “The Weekly What If.”
3. TK Kieran & Associates, Inc. (www.tkkieran.com); TK and I collaborated on a recent program. Her firm provides great value and insight to companies looking to grow value by significantly improving their sales effectiveness.
4. For more on our client engagement approach, visit our website, www.lanternadvisors.com. Look for our white paper titled, “Eureka! A 44 | At Your Service Magazine | December 2013 | 1-800-618-9972
Better Way to Raise Capital and Explore Financing Alternatives,” published on CFO.com in September 2009.
45
Building Your Dream Team Workshop
Lantern Capital Advisors White Paper
®
About The
Author
quality services at a fraction of the cost
of our investment banking competition) 4.
Unfortunately, many companies mix strategy with planning. This muddled approach
often leads to poor decisions, constantly
changing priorities, lack of follow through
and poor buy-in from management. By
planning in phases, companies get the
opportunity to debate, experiment, and
get buy-in upfront! While success is never
assured, everyone at least knows what
is being pursued and why. This “strategy,
plan, achieve” approach to planning can
set up a team up to experience multiple
‘wins’ and boost team moral as each goal
is realized.
As a basketball
giant for the University of South Florida
(USF Bulls), Chris was
honored to be part of
the 1990 team which
appeared in the
NCAA tournament
for the first time
in the school’s history. Unfortunately,
Chris also had the
“unique” distinction
of having a GPA that was higher than his
points per game. Nevertheless, he graduated magna cum laude and was twice
named Academic All-American and is a
former Rotary International Ambassadorial Scholar having studied at the University
of Sydney. Mr. Risey was quickly recruited
off the basketball floor and into the world
of accounting and corporate finance with
Arthur Andersen and worked in both the
tax and audit advisory services groups.
Now a recovering CPA, Chris Risey used
his own fast break strategy to become the
founder and president of Lantern Capital
Advisors, an Atlanta‐based corporate
financial consulting firm that helps
entrepreneurial companies plan for and
finance growth, acquisitions, and buyouts
in a way that best suits their company’s
uniqueneeds and growth potential.
Mr. Risey is a frequent writer and
speaker to financial executives and
entrepreneurs through out the country
interested to learn more about corporate
financial planning and how to use it to
build greater value in today’s financial
markets.
NEW*
SPRING MEETING
SERIES
Same Content – 3 Great Locations
February 19-21, 2014 | Phoenix, AZ
March 5-7, 2014 | Chicago, IL
March 26-28, 2014 | Boston, MA
Many Nexstar members enjoyed
Chris Risey’s preconference seminar
on “Acquisition Valuation and
Pricing” at the 2013 Super Meeting
in Indianapolis. This three-part series
of articles provides you with some
additional financial planning
perspectives and tools.
Contact Lantern Capital Advisors
To learn more about Lantern Capital Advisors and corporate financial planning for your company, please visit our website:
RECRUITING
SCREENING
INTERVIEWING
HIRING
ONBOARDING
The Owners’ Spotlight event is not offered for 2014. This year’s spring meetings
are open to any company leaders with recruiting and hiring responsibilities.
www.lanternadvisors.com or contact us directly at 678 385 5937
Register Before February 5, 2014 $800 | After February 5, 2014 $1200
Register Early & Save $400! www.NexstarNetwork.com
47
The FuTure oF
Does it seem to you that Goodman is the most
talked-about brand in the HVAC industry?
Nexstar Family Spotlight
Nexstar Staff Member Profile –
Stacey Billings, Nexstar Controller
From the moment Harold Goodman started an HVAC manufacturing company, over thirty years ago, people have
talked about nearly every subject regarding the company that you might imagine. Topics seem to range from
comments about the brand, the company, its distributors and even its loyal dealers.
Industry talk has increased dramatically since the acquisition of the Goodman organization by Daikin Industries Ltd.
which officially closed last November. The armchair commentators have offered sage advice on the longevity of
the Goodman brand, how Goodman prices would have to increase exponentially, when massive personnel changes
would occur, factory relocations to other countries, and, many other amazing trivial details.
Have you ever wondered how the folks with all those stories seem to get information before the Goodman
organization does?
Let’s put anything you may have heard about the Goodman organization into perspective.
Here are some facts - from the Company - about the future of the Goodman brand.
When Daikin acquired the Goodman organization, they got one of the leading brands in the marketplace, coupled
with the largest distribution network in North America, servicing an incredible number of successful HVAC dealers.
Along with that, Daikin received several of the most-productive HVAC manufacturing facilities in North America. As
a result of the acquisition, Goodman received the benefit of being a member of the world’s leading manufacturer of
HVAC products and refrigerant. Further, it has immediate access to industry-leading technology, global engineering
assets, and the opportunity to remain solely focused on the HVAC industry.
This is an acquisition where both members grew stronger. That makes it very different from some previous acquisitions
in the North American HVAC marketplace.
Think about this analogy. If you had the opportunity to acquire a racehorse that was winning nearly every race,
would you feed it or starve it after you bought it?
What are the most played songs
on your iPod/CD/radio today?
• Where The Green Grass Grows
by Tim McGraw
•Titanium by David Guetta
• With You Every Day by Beth Hart
• Love Don’t Die by The Fray
there for 3 years. I went to German
Kindergarten, where we spoke only
German and drank goat milk during
snack time.
Which is the career you
wanted to pursue and for one
reason or another did not?
•Royals by Lorde
I wanted to be a doctor, ever since I
was a little girl and still do today.
What is your favorite movie
or movie genre?
Who is your role model
and why?
I always pick the romantic comedy. My
all-time favorite is The Princess Bride.
I don’t have one specific role model.
I think there are a lot of wonderful
people in the world who possess
certain amazing qualities. I aspire
to model those qualities, not any
specific individual.
Tell us one thing most people
don’t know about you.
My Dad was stationed in Germany while
serving in the army and my family lived
It’s true that the Goodman organization isn’t as strong as it was in the past. Today it’s stronger.
If you want to know the future of the Goodman brand, it’s not difficult to find an accurate answer.
Simply talk to your local Goodman brand distributor. They have the facts.
49
Wireless Cost reduCtion
Lower Wireless Bills
Nexstar Family Spotlight
• We are on Your Side
JAS Performance represents Nexstar Members in
dealing with the giant cell phone carriers. Average
savings 25 – 33%. Some customers reached 50%!
Nexstar Member Spotlight
Jeff Allen, Owner, Allen Service, Ft. Collins, Colorado and
Nexstar Board of Directors. Nexstar member since 1995.
Upgrading to Smart Phones or Tablets
• Minimize cost of adding or upgrading all devices,
including those ineligible to upgrade.
• Experts in negotiating wireless programs. Avoid
the Carrier’s tricks and traps. Some customers even
made money changing carriers.
• Proven techniques have helped save money
on plans and features while improving
communications.
Call or email today
1-877-517-0527
[email protected]
JAS Performance helped us upgrade to the
new smartphones, which has transformed our
communication. I was expecting to pay more,
but we actually ended up paying slightly less
than we were with the old plan! Thank you Joe
and your entire team at JAS Performance, you
delivered far more than I anticipated!!
PHIL FRASIER – FRASIER’S PLUMBING & HEATING, INC.
www.jasperformance.com
A Nexstar Partner since 2005
Wireless Solutions
from
What are the most played
songs on your iPod/CD/radio
today?
Mostly Jazz and R&B with some classic
rock tossed in with whatever my kids
want to listen to.
What is your favorite movie or
movie genre?
I’m a Sci-Fi fan, but I will watch anything
PG with my 9 year old.
Tell us one thing most people
don’t know about you.
People may not realize I’m basically a
very shy person, and I work on getting
past that every day.
Which is the career you wanted
to pursue and for one reason or
another did not?
Jackson Systems
• Wireless solutions for nearly any application
• Wireless relays, thermostats, zoning and
energy management systems
Who is your role model
and why?
• Residential and commercial
My role models are primarily my
family. I admire my father for his
absolute integrity; my mother for
her gift of grace; my brother for his
amazing sense of humor; and my
wife for her never-ending patience
and for being such a great mom.
• Live technical support and free same-day
shipping
Of course, I can’t fail to mention inspiration from old school
leaders like Teddy Roosevelt and
Winston Churchill who never
gave up, even in the face of
overwhelming adversity.
I’ve always wanted to be an architect. I
love designing homes.
WR-400
wireless relay
Momma said there’d
be days like this
SYSTEMS
888-652-9663
www.jacksonsystems.com/wireless
51
IT’S TIME TO DEPLOY YOUR SPECIAL FORCES.
Meet the Ultimate Comfor t T M System, a selection of home comfor t units unlike
any other. From the unrivaled precision of the XC2S air conditioner and
SLP98V furnace, to the easy-to-install iHarmony ® zoning, to the unmatched
PureAirT M whole-home filtration, other systems just can’t compete. Add in
complete mobile control with the iComfor t Wi-Fi ® and air supremacy has
of ficially been claimed. Learn more at lennox.com or call 1-800-9-LENNOX.
INNOVATION NEVER FELT SO GOOD.®
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©2013 Lennox Industries Inc. Lennox dealers include independently owned and operated businesses.

At Your Service - Nexstar Network

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