New Iberia Dyno Building Update
An update from Quality Manager, Jarrod Suire:
With a little bit of good weather, we made a lot of progress. Sheeting was installed on the roof and the final rubber top coat is installed. The dirt work is progressing as workers lay the water and drain lines. They also began grading the rest of the site. Watching the fire wall go up was impressive. There is a layer of fire board and two layers of fire resistant dry wall. The shelving is ready to go back up and the storage items can go back on the shelf, just in time for the annual inspection count.
MACHINE BRANCH EXCELLENCE- JULY RESULTS
FORESTRY CUSTOMER WINS LOGGER OF THE YEAR
McManus Timber wins 2020 Timber Harvesting Logging Business of the Year
Forestry customer, McManus Timber of Winnfield, becomes first Louisiana business to win the Timber Harvesting Logging Business of the Year. They are the 23rd logging operation to win this prestigious national award. McManus Timber is owned by Tony and Liz McManus along with their daughter and her husband, Toni and Josh McAllister. We are extremely proud of them for achieving this honor.
ON THE JOB
Entergy, Lake Charles
Greg Andes instructed Level One Training for Entergy employees on their new D10T.
📸: Greg Andes
Technical Services Manager
Metal Shark
Marine customer, Metal Shark, has delivered an 85ft Patrol Boat to the Dominican Republic's Navy.
The boat was built at Metal Shark's shipyard in Jeanerette and is powered by twin 1,600 horsepower Cat® C32 Marine, diesel engines.
📸: Metal Shark
Barriere Construction
Congrats to Barriere Construction on being the first in Louisiana to have a Cat® paver with an Integral Spray paving system.
📸: Dennis Roussel
Paving Specialist
St. Martin Parish Government
Check out this antique tractor uncovered on a St. Martin Parish Government jobsite.
📸: Hunter Habetz
Parts and Service Sales Representative
Mercedes Benz Superdome
The Electric Power team has delivered 2 of 4 total, Cat® C175 Electric Power gensets at the Mercedes Benz Superdome, home of the New Orleans Saints.
📸: Corey Dupuis
Electric Power Sales Manager
CUSTOMER EXPERIENCE CORNER
The value of a quick call back.
Recent customer interactions have proven that our customers appreciate a quick response time when they’ve left a message or requested assistance. Calling customers back FAST is part of the “+” in our GREAT+ experience. Responding quickly to a new customer on their first experience with us builds the relationship, makes the customer feel important and valued, and differentiates us from the competition.
The Marketing team has been using the value of a quick callback to improve the new buyer customer experience, particularly for machine sales leads. This year, 370 sales leads have passed from Marketing to Sales. Most experiences start online, from the Cat® or Louisiana Cat websites resulting in an e-mail or phone call directly to Marketing. Some of the better quality leads have been results of walk-ins and phone-ins captured at the branches by their non-sales employees on our GREAT+ lead form.
Steven Crescioni, Customer Experience Manager, receives a copy of all marketing leads and phones each customer immediately, to confirm receipt, clarifies needs and explains next steps before the appropriate transfer to
our inside sales rep team or other company division.
Of the 370 marketing leads, Louisiana Cat has sold 26 machines. Of those sales, 8 were from phone-in and 5 from walk-in leads sent by branch employees. Thanks to everyone who is identifying new machine customers and helping provide a GREAT+ sales experience!
Pats on the back
Bryan Tucker, Kent Fuller, Jose Salas and Ralph Sanders - Monroe
"I really want to acknowledge the staff because they help me out so much. They are exceptional, and they really deserve to be recognized. The following staff have done an incredible job, and deserve a GOOD JOB: Bryan Tucker is the absolute best! I often speak with him daily. Bryan lives right past my shop, and he will drop parts off on the way home. He does this service for many customers. He is a life saver. Send a secret shopper to the branch, and ask for a certain part and watch the knowledge and speed. He is 5x quicker than any serviceman anywhere. He exceed all expectations. He said Kent is also really good. He has been there longer than Bryan, but he is the same in that he is quick and to the point, incredibly knowledgeable, and very clear. He will do anything for you. He is always so willing to help, and always with a good attitude. Jose is great at service. I was most impressed with Jose about 6 months ago. I called in to discuss a hydraulic hose. The system said they had it, but Jose could not find. Jose decided to stop what he was doing for nearly an hour and go into the warehouse and find the hose. He was most diligent and very persistent. He did find it for me. I deeply appreciated his commitment and willingness to go the extra mile and look. I have about 15 Cat machines. There is one gentleman that truly stands out as a mechanic and smartest cat you will ever find. He deserves an award and Company Recognition. Countless times I have reached out to Ralph, and, without fail, Ralph has the answer. He is the absolute smartest guy, and he is always willing to talk to me. He is a "bucket of knowledge". He has a mental checklist he can check off in his mind, give scenarios on the fly, and repeat them immediately. He has saved me countless hours of time. He is full of suggestions, and will always say "it could be 1 of 3 things". He can direct his own mechanics, and trust the work will be done if they follow his points. I have had times where myself and my staff will be fighting a machine for months, and I call Ralph, and Ralph will know immediately. He can literally solve problems on the phone just like that. Immediately. He knows how every machine works, and he knows every part they require. It is crazy how good he truly is. He is insanely knowledgeable. He can just roll off a series of talking points, and you are listening with just amazement. He just rolls it off his tongue. He saves me so much time. And, everybody knows how smart he truly is. Ralph can even know the parts diagram, under this other section, and talk about it with you. It is truly unbelievable how smart he is. Ralph should be nominated as ONE OF THE "ALL TIME" TOP SERVICEMEN in the area of CAT KNOWLEDGE in SERVICE AND PARTS in the COMPANY. He deserves this award. I cannot imagine the impact he has had. He was once the Head Mechanic, and now the company leveraged him as a Product Support person. He can come out to see you on site but most of his work is done over the phone. He is exceptional at what he does. And, he has saved me countless hours with his knowledge. "
- David Smith, DSmith Land Clearing
HAPPY RETIREMENT
Richard Allbritton
47 Years of Service
Reserve
Technical Communicator
Pictured above with Greg Andes, Technical Services Manager (left)
HAPPY BIRTHDAY FROM LOUISIANA CAT
