April 2016 Newsletter

Newsletter Vol. 7:4 Dec 2015 Vol. 8:1 Apr 2016

(Left) Bridgestone HosePower’s Jamie Herman, a Jacksonville, FL Mobile Sales and Service Technician, and his lieutenant. (Right) Shows his camp during a joint exercise in Jordan.

A SALUTE TO THE TROOPS Jamie Herman, one of our Mobile Sales and Service Technicians, also proudly serves our country as a Navy Reservist. Last year his normal deployment lasted a bit longer from February through November. During this time, he was with the Navy Expeditionary Logistics Support Group-Tango Forward.

His unit supported OIF (Operation Iraqi Freedom) and OEF (Operation Enduring Freedom). Jamie also served the Commander Task Force 56 which is the Forward Navy Expeditionary Combat Command for the CENTCOM AOR (Area of Responsibility).

While we are all very proud of Jamie, we are also proud and grateful that Bridgestone HosePower stands behind all those who serve our country!

Wanda Fields Marketing Manager/Inside Sales Orange Park, FL

In This Issue...

P. 2 2015 Returns

P. 3 Austin From Boston

P. 4 Moving On Up

P. 5 New in Town

P. 6-7 We Moved

P. 8 California Dreamin’

P. 9 Most Improved Branch of 2015

P. 10-11 A Helping Hand

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2015

THANK YOU FOR CALLING...

RETURNS Hose Defect

T

HE FIRST voice you hear.

Do you ever wonder how important that is? We believe it sets the tone for the Bridgestone HosePower experience. Whether the call comes from a new customer, a valued business partner, or an employee, the first voice you hear holds value.

Stephanie Thompson, the receptionist at our corporate office, does a fantastic job!

Our callers are greeted with a pleasant voice and they also are provided great service. This is the unsung hero’s position at any business.

Wanda Fields

Marketing Manager/Inside Sales

Orange Park, FL

Stephanie Thompson, Receptionist, Orange Park, FL

Min. BR Exceeded

End of Life

Defect

No Failure Fluid

Operator Assembly Error

“T

HE LAB” receives and analyzes 50 returned hose assemblies on a yearly average.

In 2015, fluid incompatibility, material defects, and operator assembly errors were the top failures. Looking closer at operator assembly errors, we find a common failure mode: “End Blow Outs.” This failure mode can be expensive, both in terms of safety and environmental damage. The good news is most EBOs can be prevented by using a few simple steps:

1.

2.

Use the correct hose and fitting for the job

Always mark the insertion depth of the fitting as a visual check

3.

Crimp the hose assembly with the proper tools as listed in the Master Crimp Chart

4.

After crimp, measure the crimp diameter and visually inspect the fitting Steven Hoff VP, Engineering

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Photography by Austin Lauzier

AUSTIN FROM BOSTON

I

HAVE BEEN working for

Bridgestone HosePower for 8 months now and I have enjoyed every minute of being an MSST driver. I graduated from Emmanuel College in May of 2015 with a degree in Business Management, Sales and Marketing. Being a Hose Boss driver has given me the opportunity to put my sales skills to the test, and also my mechanical ability, around the greater Boston area. Being able to work on some of the huge job

sites, in the rapidly growing city of Boston, has been a very cool experience so far. Having the Hose Boss truck fired up, and being a part of the construction sites around the city, is a sales experience that not many people get to experience.

One great experience I’ve had, as an MSST, was working on a crane at Schnitzer Steel. I replaced all of the hoses on the crane that they were refurbishing for their metal recycling plant.

Another great experience was working at the TD Garden job site. I replaced a hose on a pile driving hammer for A. A. Will in front of the TD Garden, home of the Boston Bruins and Boston Celtics. It is a job site for a very big project right in the heart of the city.

Austin Lauzier Mobile Sales & ServiceTechnician Boston, MA

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MOVING ON

UP

Corey West, Sales & Technical Support, Orange Park, FL

P

OSITION CHANGE! It can be a fun and challenging part of work. Sometimes the new position seems like a different world compared to the last.

In this case, Corey went from operating a Hose Boss truck to becoming part of our corporate office’s inside sales team. The

Cool News

things he learned from his responsibilities as an MSST made the transition go more smoothly. He has the “hands on” knowledge of what customers are requesting, which is making the inside sales position so enjoyable! He connects with customers all over the country

and provides them with fast and accurate information which he finds fun and exciting! He encourages every Hose Boss driver to strive to make this their career goal and really take their job to the next level!

Bridgestone HosePower is now selling bulk Bridgestone A/C hose to OEM manufacturers in both North and South America.

Once this project becomes fully operational, it is going to be a great opportunity for Bridgestone HosePower to expand our business in this market!!!

Some of the current OEMs include Ford, (Ford Ranger) and Nissan, as well as some of the higher end users such as BMW and Mercedes Benz (Sprinter vans).

OEM Specialist, Brad MacDonald, is our lead salesman for these accounts, with my support from the corporate office.

Corey West Sales & Technical Support Orange Park, FL

Have a great quarter my friends!

Phillip Fusco Operations Specialist Orange Park, FL

5 Harry Fikentscher & his wife, Gayle, on one of their many trips to Africa

NEW IN TOWN Part of Harry Fikentscher’s “extended family”

There have been many recent and exciting changes at the Corporate Office. One of which was the addition of our Executive Vice President of Technology, Harry Fikentscher, to our team. Harry has worked for Bridgestone for 25 years, and has begun to share with our growing company, his experience and insight. We asked Harry to also share with us some of his background so we could properly welcome him aboard!

I

WAS BORN and raised on the Jersey Shore, where I grew up around water and boats most of my life. My first job was as a lifeguard. From boats and water, I migrated towards motorcycles and raced motocross for 8 years (my body is paying me back for it now).

I also enjoy all types of auto racing, from Stock car to Indy car. My 25 years with Bridgestone has afforded me with multiple opportunities to enjoy many Bridgestone sponsored events. I’ve even had the opportunity to drive a stock car on the Pocono International tri-oval and a take a few laps in an Indy car on the Las Vegas motor speedway.

Prior to working for Bridgestone, I owned a consulting firm where I met my wife, Gayle, who was an

accountant for one of my clients.

At that time, she actually lived in a little town called Florida, NY. We relocated to Florida (Tampa) shortly after getting married over 26 years ago. During those 26 years we have enjoyed caring for an array of animals.

We are big dog lovers (And I do mean BIG). We currently have 3 Irish Wolfhounds and a Great Dane. Over the years, we have had upward of 8 dogs at one time. During that time we built 3 houses; our last one before being transferred to Chicago was our dream house - a 10 acre hobby ranch in Dade City. On that ranch we had 2 draft horses, a Clydesdale, 2 Thoroughbreds, 3 miniature horses, 3 miniature donkeys, and a family of miniature goats.

After being transferred to Chicago in 2011, Gayle and I started enjoying traveling. First we travelled locally and enjoyed weekend trips to Wisconsin and Michigan and then stretched our wings a little farther. Since then we have made trips to Alaska, Hungary, Austria, Germany, Amsterdam, France, and most recently (our favorite), 2 trips to Africa, where we have visited 6 different countries.

While we loved Chicago (the city, not the weather), we are glad to be back in Florida, enjoying the sunshine, our dogs and making plans for our next trip.

Harry Fikentscher EVP – Information Technology Orange Park, FL

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Photography by Joe Tooley

WE MOVED Vegas’ New Location

O

N MONDAY, April 11th, after a weekend with record rainfall (for the desert), the Las Vegas Branch opened for business at their new location in North Las Vegas. They had been at their previous location since it opened in 1990. The former facility was a little under 5,000 square feet. The new location is approximately 14,000 square feet.

The decision to move was made because the core of their customers had moved north of the city. The branch recently started providing mobile service with their first MSST unit. With a combination

of mobile service, close proximity to their customers and a larger, more efficient facility, they are well positioned for growth.

The branch currently has 10 team members including Dan Stilley, who has been a fixture in the Las Vegas hose market since the branch opened. He is now working in an outside sales role.

They have the most placed crimpers of any location. As one would expect in Las Vegas, they do a fair share of business with the various casinos but they are also involved in the

construction and mining industries.

Andy Lewter and Gary Smith were instrumental in moving and setting up the new branch. In spite of the rain, the move went very smoothly.

Let’s wish them success in their new home!

Joe Tooley Mgr. of Operations & Logistics Orange Park, FL

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Customer Service TIPs: BE SINCERE S

TARTING WITH the greeting, conversations over the phone must be sincere. Say hello and be genuine. Try to avoid scripted greetings as most sound artificial and inauthentic.

Include the company’s name, your name, and offer your assistance as soon as you answer the phone. If you’re receiving a transferred call or if you’re working on the switchboard, state the name of your department, or to what department you are

sending the call, in order to provide the appropriate information. Doing this will ease the caller into the exchange and let the caller know that you are calm and ready to help.

Once you’re in the middle of the conversation, give the caller genuine answers. Be sure to word your responses in a positive manner, as you don’t want to inject any negativity into the exchange.

Avoid phrases such as “I don’t know,” “I can’t do that,” or “Just a second.”

CALIFORNIA D R E A M I N ’ T

HESE PICTURES show Wiggins’ Marina Bull Lift (the largest marina forklift in the world). We sell to them our Flextral Hydraulic hose and also 6”, 8” and 12” fork hose (with Kevlar) to protect the boats when they lift and put them in storage.

Each forklift is sold for 1.8 million dollars and they are the best in the market since they outlast their competition. Wiggins Lift is one of our largest accounts here in California and they have been doing business with us for almost 20 years.

Manuel Cuellar Branch Manager City of Industry, CA

Specify how long completing a task will take, and state what you can do rather than what you cannot.

Answering your caller’s questions with sincerity and positivity will not only satisfy their needs but it will also help calm an angry caller.

Holli Hamby

Corporate Sales OEM Service Coordinator Orange Park, FL

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MOST IMPROVED BRANCH OF 2015 W

ELCOME TO NASHVILLE, home of Country Music, the capital of Tennessee and Bridgestone Hosepower’s 2015 Most Improved Branch of the Year.

Nashville, and its surrounding area, make up 28 percent of the state’s total population and it is ranked 36th out of 412 metropolitan statistical areas (nationally) for one-year growth from 2014 to 2015.

The top 10 fastest-growing counties in Tennessee were either located in or bordered the Nashville area as reported by the Associated Press in a story published April 4, 2016.

Our Nashville Branch, under the leadership of Steven Deering, is ready and eager to capitalize on the growth and development happening in this vibrant city. Steve said “his

(Left to right) RL Womack, Jeremy Lynn, Robert Burns, David Binkley

team is outstanding and they all have a sense of motivation and excitement about their seemingly unlimited opportunities for growth.”

Congratulations to Nashville on their well-deserved award as Most Improved Branch of the Year!

MEET THE CREW: Branch Manager: Steven Deering Operations Manager: Luke Nodine Warehouse Tech: Wesley Cox MSSTs: RL Womack, Jeremy Lynn,

Robert Burns & David Binkley NASHVILLE FUN FACTS:

Nashville was founded on Christmas Eve 1779 and was first named Nashborough.

Nashville was granted the first FM radio license for commercial

(Left) Luke Nodine, Operations Manager, (Right) Wesley Cox, Warehouse Tech

operation in the United States in 1941.

Nashville is the home of The Standard Candy Company which is best known for its Goo Goo Cluster – yummy!

Nashville is where the phrase “Good to the last drop” was first uttered by President Theodore Roosevelt after sipping coffee at the Hermitage.

Nashville is where the nickname “Old Glory” was first given to the American Flag by Retired Captain William Driver in 1837.

Dawn DeHaven Operations Admin Assistant Orange Park, FL

Steve Deering, Branch Manager, Nashville, TN

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A HELPING HAND

Bridgestone HosePower’s Andy Thompson, the Director of Business Discovery & Delivery, Elaine Thompson, his wife, and a happy recipient of one of our holiday wreaths at Cross Care Center in Jacksonville, Florida.

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(From left to right) Holli Hamby, Tom Henry, Steve Conrad, Hiroshi Watanabe, Masumi Sakagami.

A sampling of the items collected for Quigley House

Andy Thompson and his wife arriving at Cross Care, ready to spread holiday cheer!

D

ECEMBER is the month of gathering family and friends together. What a great time of year! Well, there are some folks who do not have family and / or friends with whom to enjoy this special time. So, Operation “Joyto-the-World” was initiated to help brighten up the season for them!

Cross Care Senior Care Center provides short-term rehabilitation and long-term custodial care for the elderly. Currently, there are over 100 residents, and of those, 35 of them do not receive any visits from family or friends. Our mission was to make ornamental wreaths for them to enjoy!

Thanks to our team members from Marketing, Sales, IT and Accounting who volunteered to make over 35 wreaths for Operation “Joy-to-the-World.”

Elaine & Andy Thompson and Allison Walsh delivered the wreaths on December 18, 2015. Yvette Rybak, Activity Director for Cross Care Center, thanked everyone for the beautiful wreaths – and the residents were so happy to receive them!

In addition to making wreaths for Cross Care Center, many of our corporate office employees organized a food drive to help a local charity. Together, we

collected and filled 14 large boxes with food and then donated it to Orange Park’s Quigley House. This donation helped to provide many women and children, who seek refuge from domestic violence, with food just before the Holiday Season. Steve Conrad, the Director of Fundraising at Quigley House, arrived to gather the donation from the Orange Park office two days before Christmas Eve. He graciously thanked all of those involved in the food collection and he assured us that we helped make their holiday season a little brighter!

Andy Thompson Director of Business Discovery & Delivery Orange Park, FL

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CON GRATUL ATIONS “30 years ago (June 1986) I started as a delivery driver for Granberry in Tucson. (Larry Cooke hired me, Dan Mandryk was in outside sales, and Bob Cadenhead was on the order desk). It’s been a great ride and I am thankful for all the opportunities I’ve been blessed with. I appreciate the award, it would not have been possible without the hard work of everybody from the Phoenix Branch, Phoenix Corporate, OEM, North Phoenix, Mesa, and of course Orange Park. Best regards everybody!” - Steve Kramer

STEVE KRAMER

BRANCH MANAGER OF THE YEAR Branch Manager Phoenix, AZ

“The award is an honor, but I can’t take credit for everything. It’s definitely a team effort.

Without a strong team firing on all cylinders, the improvements wouldn’t have been possible.” - Steve Deering STEVE DEERING

MOST IMPROVED BRANCH OF THE YEAR Branch Manager Nashville, TN

SHARE WITH US! Without you, there is no newsletter! Please forward pictures, information, and ideas on how we can continue on our path to be the premier hose and service company! Hearing your ideas, cost-cutting measures, suggestions for improvement, and outstanding workplace achievements, will provide me with entertaining and informative material for our next newsletter.

I look forward to hearing from you!

Allison Walsh Graphic & Multimedia Designer

Orange Park, FL