To our global dealers, your team members and your families, “thank you”.
As essential businesses, you have dug in and are working hard to keep our customers and the world moving forward every day. We fully recognize the amount of work this requires. And like you, Caterpillar®
has taken a pause to reflect and look at our work, our customers, and
our world differently than ever before. What we found is extreme pride
and appreciation. We’re displaying our gratitude in a new “thank you”
video that expresses exactly how we feel about those working on the
front lines of this pandemic.
Together we celebrate 95 years in business along with the work we’re all doing to move our communities and world forward in these challenging times. Through what you have demonstrated over these last few months, we firmly believe we will celebrate another 95 years one day.
So again, “thank you.”
Damien Giraud, Global Aftermarket Services Division
Phil Kelliher, Americas Distribution, Service & Marketing
Nigel Lewis, Europe, Africa, Middle East, Eurasia Distribution
Raymond Chan, Asia Pacific Distribution
As we move through the phases of reopening the state, employees may still encounter travel restrictions. Louisiana Cat is a critical supplier to several sectors of critical infrastructure designated by the Department of Homeland Security. As a “critical infrastructure industry employee,” you should be considered exempt from local restrictions such as curfews, shelter-in-place orders and other mobility restrictions when reporting to, returning from, or performing work functions. Download and print the transit letter below. You should keep it with you at all times while traveling.
Louisiana Cat Transit Letter (pdf)
DownloadAs the events surrounding COVID-19 continue to evolve but begin to recover, we remain fully dedicated to the safety, health and well-being of the Louisiana Cat Team. This guide provides you with safety protocols and steps to take to keep yourself and your co-workers safe.
How We’re Helping to Keep You Safe:
Daily Health Checks:
Safety in the Office:
Work life at the office has changed. Some areas and actions include:
Interacting with the Public:
Many Louisiana Cat employees come in direct contact with the public both in the field and in our stores. Those public-facing employees at parts counters and will-call desks will be required to wear face masks during the phase 1 recovery. Salesmen and Field Technicians should understand the guidelines of the customer’s facilities they visit and follow them when onsite. At a minimum, they should follow these basic recommendations:
The New Iberia Dyno building is starting to take shape as the construction team battles the weather. The natural gas tie-in line is complete, stubbed and ready to connect. The brick contractors finished the exterior and control room walls and utility lines are being installed. Meanwhile, the roofing tin is in place, completing the first phase of the TPO rubber roof. The next step is installing the Dyno heavy equipment.
20 Years of Service
Reserve
Parts Counter
47 Years of Service
Morgan City
Service Manager
Louisiana Cat recently participated in the Baton Rouge Touch-a-Truck's Virtual Event. Watch our video and share with your friends and family! Thanks to Ryan Dugas, Branch Manager, Baton Rouge Rents, for being the star of our video.
Click here for a shorter version.
Looking for activities for your children? Visit our Kids Page for Cat® equipment coloring pages and activities.
Congratulations to Amid Landfill on the delivery of their Cat® Certified Rebuild D6T.
This CCR was performed by our Monroe Service team.
Pictured: Mike Weekly, Amid Landfill and Neil Whitam, Parts and Service Sales Rep, Reserve.
Delivering an Exceptional Customer Experience is critical to fulfilling our Vision of market leadership by providing superior value. Each month we will have a Customer Experience (CX) share highlighting a department or branch that is delivering Exceptional Experiences. This month’s spotlight is on the Parts Department.
Some background first. Louisiana Cat has defined an Exceptional Experience as GREAT+, a series of 5 things that if done well during a customer interaction that result in higher customer loyalty and satisfaction. Steven Crescioni, our Customer Experience Manager, has been working with all departments that handle phone in and walk-in customer traffic on how to deliver a GREAT+ experience. GREAT+ mouse pads, notepads and tally pads have been distributed to employees as training reminders.
Ultimately our customers tell us how we are doing via monthly surveys performed at all Cat Dealers. We can predict how a branch or department will do by randomly reviewing and scoring telephone interactions. Higher GREAT+ scores on the phone do result in higher ratings from the customer surveys that follow.
Louisiana Cat’s Part Department has been recognized as one of the best in the North America as it holds #3 spot in the country, and consistently within the top five parts departments among 44 dealerships. Over the past year, the parts department has completed customer experience refresher training, which helps identify ways to properly handle walk in, phone in traffic and adapt to customer needs. The chart below shows the trend in Net Loyalty, which results from high customer scores in Overall Satisfaction, willingness to recommended to others and purchase again.
Congratulations to Rodney Morales and his Parts team for their hard work and dedication to providing a GREAT + experience to Louisiana Cat customers!
"Ms. Toni provides good service because she really knows what she is doing. We are working on a job currently and Ms. Toni was able to get all the parts we needed quickly."
-Sherman Pitre, Beverly Industries, LLC
"They all go above and beyond to help me with anything I need. I talk with Dan, Kent, and Sherri the most and they are all awesome; fantastic people. They know my voice when I call. They are fantastic and help me tremendously. Kent and Dan help me look up parts and figure out what I am needing. They can help me decipher the coded language. All of them are just great."
-Becky Grainger, John Durand Farms
"Richard does a great job taking care of me when I call. Richard is helpful and knowledgeable. "
-Chris Smith, Friendly Builders Inc.
2020 May Employee Birthdays (pdf)
DownloadMay Service Anniversaries
Corey Dupuis...........15 Years
Son of Amanda Breaud, Employment Coordinator - Reserve
10 weeks old, enjoying the Cat equipment near his house with Dad, Andy
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