Ced 0716 final lo res by Associated Equipment Distributors

July 2016

CED

Construction Equipment Distribution Published by AED: Business Fuel for a More Profitable Dealership

2016 Attachment Buyers Guide Featuring more than 30 new products that can boost sales and customer productivity

n A Closer Look

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contents CED Magazine | July 2016

vol. 82 no. 7

www.cedmag.com

>> FEATURES

CEO Corner An interview with Carrie Roider, CEO of Erb Equipment, discusses her family’s tradition within the construction equipment industry.

22 A Closer Look

Hydrema US Inc. knows how to cast a light footprint in the heavy machinery world.

2016 Attachment Buyers Guide Equipment owners continue to want to add versatility and productivity to their fleets with attachments that dig, crush, mulch, lift, demolish, and more. Check out the latest offerings in the CED 2016 Attachment Buyers Guide.

Emerging Leader Matt Cooper’s desire to work in the family business from an early age inspired him to excel within his family’s business. July 2016 | Construction Equipment Distribution | www.cedmag.com | 3

contents

>> EDITORIAL TEAM CED Magazine Director SARA SMITH ssmith@aednet.org Design and Layout KRIS JENSEN-VAN HESTE kjvanheste@gmail.com

>> FEATURED COLUMNISTS Phil Riggs Associated Equipment Distributors Christine Corelli Corelli Associates Maureen A. Murphy Kopon Airdo, LLC Michael Irvin Intuicom Tom Eggum MN2050 Steering Committee Steve Johnson The AED Foundation Rex Collins HBK CPAs and Consultants Eric Stiles Sentry Insurance

>> ADVERTISING CONTACTS Vice President of Sales JON CRUTHERS 800-388-0650 ext. 5127 jcruthers@aednet.org Advertising Sales Manager ALBERT J. RAMIREZ 800-388-0650 ext. 5117 aramirez@aednet.org Production Manager MARTIN CABRAL 800-388-0650 ext. 5118 mcabral@aednet.org

CED Magazine | July 2016

vol. 82 no. 7

>>COLUMNS

18 >> Regional Report

Epic win for Technical Education

36 >> Customer Care

How to deal with difficult customers and situations

40 >> Labor Law

U.S. Department of Labor issues new overtime rule

42 >> Three Points of Leadership

Retired general shares passion for great leadership

44 >> Dealer Differentiation

Achieving dealer differentiation in a crowded field

46 >> AED in Canada

Vermeer Canada engages in policy makers to create change

48 >> Going the Distance

AED members go the distance as wildfires rage

51 >> State Awareness

Are you aware of the issues with aging infrastructure

60 >> Controlling Expenses

Few dealerships develop and implement cost controls

62 >> Risk Management

Protect yourself and your company when an employee must be dismissed

Since 1920 Official Publication of

650 E. Algonquin Road, Suite 305 Schaumburg, IL 60173 630-574-0650 fax 630-457-0132

4 | www.cedmag.com | Construction Equipment Distribution | July 2016

AEDâ&#x20AC;&#x2122;s Cuba delegation greeted by an island of opportunities! For more information, please see Page 9.

Event Spotlight GAIN INSIGHT INTO WHAT DRIVES THE INDUSTRY AED/AEM Equipment Economic Conference (formerly known as Executive Forum) is a two day conference for dealer principals and their executive team. Attendees will focus on current economic trends and market insights that drive the equipment industry. Mark Your Calendar: AED/AEM Equipment Economic Forum September 21-23 Hilton Rosemont/ Chicago Oâ&#x20AC;&#x2122;Hare Rosemont, Ill.

AED/AEM Equipment Economic Forum brought to you by:

Two Ways to Register: Register Online: bit.ly/aedevent (link is case sensitive) Register By Phone: 630-574-0650

For more information please visit: www.aednet.org. Ad_template.indd Template1.1.indd 25 2

25 4/13/2016 10:24:03 AM 3/8/2016 3:43:27 PM

business services your aed membership provides solutions and options AED’s membership services and benefits are designed to enhance and develop the profitability and continuity of construction equipment dealers by providing tools and resources.

aed legal call counsel AED’s call counsel is a FREE legal hotline for AED members provided by Kopon Airdo, LLC — AED’s general counsel. Take advantage of this member benefit today, call 312-506-4480 or visit www.koponairdo.com.

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aed hr help desk AED’s HR Help Desk allows AED members to get answers to simple questions or many employment-related issues free of charge. Call about any HR compliance or procedural issue, even sensitive personnel situations. Contact Karla Dobbeck at Kdobbeck@askhrt.com.

1/14/2016 2:40:14 PM

>> PRESIDENT’S PAGE

BRIAN P. McGUIRE

Discover What Is Driving The Industry

AED and AEM join forces to present the new Equipment Economic Forum. I’ve heard from many of you about the challenges and concerns arising from issues within the construction equipment industry. A dealer’s success relies heavily on communication. However, communication with the customer is only one part of the puzzle. Being able to connect with your manufacturers on neutral ground, in a casual environment, makes working through your business’s challenges that much easier. In fact, that is a key element of this year’s AED/AEM Equipment Economic Forum. For nearly 20 years, AED’s Executive Forum has provided dealer principals and their executive staff with highlevel, thought-provoking information designed to enhance their dealership’s operations. Join us again at this year’s event, as we partner with The Association of Equipment Manufacturers in order to expand and continue to provide the latest business intelligence in an everevolving global market. The 2016 Forum promises to deliver an even bigger return for attendees than last year’s event. Over the course of this two-day conference,

dealer and manufacturing executives will gather and discuss challenges, threats and opportunities businesses are facing today and what is to come in the future. This year’s keynote speaker, KT McFarland, will discuss her take on the potential for an American economic revival in the wake of cheap energy and new technologies. After a decade of unsuccessful foreign wars, America has largely withdrawn from world affairs. As a FOX News National Security Analyst, KT will explain how American ingenuity, entrepreneurialism, inventiveness, and persistence are combining to create an economic revival. In addition, with the new government in Canada and a major looming election in the United States, federal legislation and regulations play an ever-vital role in your business and your customers. Gain a federal perspective on what future changes will mean for your business, learn how you can act, and prepare yourself for what lies ahead. No other event will give you a more focused expertise on building and

SAVE THE DATE

AED/AEM Equipment Economic Forum Sept. 21–23, 2016 Hilton Rosemont Chicago O’Hare

enhancing your dealership — and you can still save $100 off registration if you secure your spot by August 8, 2016. Furthermore, this is a great opportunity for you to maximize your market exposure. If you and your company are interested in special sponsorship opportunities related to the Equipment Economic Forum, please contact Jon Cruthers at jcruthers@aednet. org or 630-468-5127. We look forward to seeing you in Chicago!

BRIAN P. McGUIRE is president and CEO of Associated Equipment Distributors. He can be reached at bmcguire@aednet.org. BRIAN P. MCGUIRE AED President & CEO

ROBERT K. HENDERSON AED Executive Vice President & COO

JASON K. BLAKE AED Senior Vice President & CFO

>> OFFICERS

>> AT-LARGE DIRECTORS

>> REGIONAL DIRECTORS

WHIT PERRYMAN Chairman Vermeer Texas-Louisiana WES STOWERS Vice Chairman Stowers Machinery Corp. DIANE BENCK Senior Vice President West Side Tractor Sales Co. TODD HYSTAD Vice President Vimar Equipment Ltd. MICHAEL D. BRENNAN Vice President Bramco, LLC JOHN C. KIMBALL VP of Finance Kimball Equipment Company DON SHILLING Immediate Past Chairman General Equipment & Supplies, Inc. DENNIS VANDER MOLEN Foundation Chairman Vermeer MidSouth Inc.

TODD BACHMAN Florida Coast Equipment, Inc.

RON BARLET West Reg. Bejac Corp. CRAIG DRURY Eastern Canada Reg. Vermeer Canada Inc. RYAN GREENAWALT Midwest Reg. Alta Equipment Co. TODD HYSTAD Western Canada Reg. Vimar Equipment Ltd.

JAMES P. COWIN Cowin Equipment Co., Inc. GAYLE HUMPHRIES JCB of Georgia LARRY R. MILLER Kelbe Bros. Equipment Co. Inc. JOHN SHEARER 4 Rivers Equipment, LLC KENNETH E. TAYLOR Ohio CAT

GILES POULSON Rocky Mountain Reg. Faris Machinery Co. JOHN RIGGS IV South Central Reg. J A Riggs Tractor Co. JAY RODES Southeast Reg. Wilson Equipment Co., LLC KAREN ZAJICK Northeast Reg. Norris Sales Co.

July 2016 | Construction Equipment Distribution | www.cedmag.com | 7

>> AED INSIDER Capitol Investment – AED Washington Fly-In Dealers gathered on behalf of the construction equipment industry to stand up for proactive investment in the nation’s roads, bridges, ports and pipes, build support for tax and regulatory policies to grow the economy and improve business conditions for distributors and help build the technical workforce needed to keep it all going. The meeting kicked off with Government Affairs 101 boot camp, which provided insight on how AED’s government affairs program works and how to affect the legislative process. Attendees then received a full day of briefings from leading members of Congress and Capitol Hill insiders on issues that affect equipment markets and dealer costs of doing business. On Thursday, June 9, participants met with lawmakers and congressional staff to help AED move the policy ball in the right direction on infrastructure, tax and regulatory issues. Coming to Washington to participate in AED’s Fly-In is an investment in the future of the equipment industry – a commitment to a healthy national economy and secure infrastructure. If you didn’t have the opportunity

From left are Christian Klein, Robert K. Henderson, Congresswoman Foxx, John A. Riggs IV, Brian P. McGuire, Wes Stowers and Whit Perryman.

to attend, you can still take action by visiting AEDnet.org/taking-action to send messages to your representatives and senators. Your voice from “outside the beltway” will help send a clear message to lawmakers that the equipment industry is a political force to be reckoned with and that there are “back home” economic consequences if Congress fails to fully invest in American infrastructure, repeals tax provisions dealers depend on or fails to support the next generation of skilled technical workers.

AED Membership Milestones Contractors Sales Co.: 75 Years

Gerard Calamari, president of Contractors Sales Co. in Albany, NY, accepts the AED 75 year anniversary award from Ben Yates, AED’s Eastern Regional Manager.

AED would like to recognize our longtime member, Contractors Sales Co., in Albany, New York, for their milestone achievement and contributions to

the profession, to encourage future progress in the construction equipment industry. Thank you for your membership!

8 | www.cedmag.com | Construction Equipment Distribution | July 2016

Top: Ken Taylor awards Rep. Pat Tiberi with the 2016 Legislative Leadership Award. Above: North American Vermeer Dealers Association (NAVDA) invests in The AED Foundation at the 2016 Washington Fly-In.

Employers Have Six Months Until New Overtime Requirements On May 18, the Department of Labor (DOL) announced its highly-anticipated revisions to the Fair Labor Standards Act’s (FLSA) overtime provisions, which will go into effect Dec. 1, 2016. Under existing regulations, employees earning an annual salary in excess of $23,660, and who perform qualified administrative, managerial or professional duties, are not entitled to overtime pay. While the new rule does not revise the job duties test, salaried employees earning less $47,476 will now be entitled to overtime pay if they work more than 40 hours in a week. In addition, the new rule automatically updates the salary threshold every three years to match the 40th percentile of full-time salaried employees in the lowest-wage census region in the U.S. Employers across the country – even the Obama Administration’s

own Small Business Administration Office of Advocacy – asked DOL to reexamine the impact of the proposed revisions, and it appears the department listened to a certain extent: the salary basis calculation and update frequency in the final rule are different than the notice of proposed rulemaking (NPRM). Under the original proposal, the salary threshold would be determined by a national average of salaried employees’ compensation and it would be updated annually. This made it very difficult for employers to forecast staffing needs because the expense of maintaining current employees – much less hiring additional workers – would be constantly changing. Furthermore, using a national standard to determine the salary basis would disproportionally affect less-wealthy areas of the country where salaries reflect lower costs of living. (Continued on next page)

>> AED INSIDER AED Cuba Delegation Finds an Island of Opportunities A delegation of equipment industry executives and senior AED staff visited Cuba in May as part of an AED-organized trip to explore long-term business prospects on the island. As part of the visit, the AED group met with senior officials at the ministries of mines, construction, and foreign trade and investment. AED members also received a briefing from an economist from the University of Havana about the Cuban economy. Opportunity was the one word on the lips of AED delegation members. Havana is a beautiful, vibrant city, but many buildings are in varying states of disrepair. The transportation, water, and electrical infrastructure are also all in need of considerable upgrading. The current infrastructure is simply incapable of handling the large numbers of tourists likely to descend on the island in the coming years. Although relations between the United States and Cuba have improved dramatically over the last two years, U.S. law still severely restricts American companies from doing business on the island. The Treasury Department’s Office of Foreign Asset Control (OFAC) has loosened some restrictions, but the under the LIBERTAD Act of 1996, the president cannot lift the embargo without first making a formal determination that a new, transitional government is in place. Thus, without congressional action, the administration is limited in its ability to

encourage commerce between the U.S. and Cuba. That means American companies are missing out on the ability to, for example, be part of the massive port project at Mariel, which is a joint venture between Cuba and the Singapore-based PSA. It hard for one not to come away from this trip without questions about why

Congress is maintaining the embargo,” AED President & CEO Brian McGuire said. “It’s clear that there are enormous opportunities for the U.S. construction industry to help improve and expand Cuba’s transportation and tourism infrastructure, but it’s also clear that very little is going to change until the embargo is lifted.”

E M I T R E V

Continued: Employers Have Six Months Until New Overtime Requirements

Although DOL did not withdraw the NPRM, the final rule reflects a more balanced and incremental approach to addressing overtime compensation. By Dec. 1 employers must decide how to comply with the new rule: pay time-and-a-half for overtime work, raise employees’ salaries above the new threshold, limit the number of hours worked to 40 per week or execute some combination thereof. Employers will get some help from DOL’s firsttime permitting of employers to count certain nondiscretionary bonuses, incentives and commissions towards up to ten percent of the required salary level. Employers should carefully evaluate compensation packages before making any salary adjustments or

reclassifying current employees. Before DOL issued the final rule, efforts were underway in the House and Senate to pass the Protecting Workplace Advancement and Opportunity Act (S. 2707, H.R. 4773), which would require DOL to reassess the economic impact of the rule. At this time it is unclear whether the issuance of the final rule will reinvigorate those efforts. Even if it does, proponents face an uphill battle given the very limited time before the summer recess and the November elections. Read more about the Fair Labor Standards Act’s (FLSA) overtime provisions on page 36. July 2016 | Construction Equipment Distribution | www.cedmag.com | 9

>> AED INSIDER

Ben Yates @AED_East Great having congressional candidate @brianfitzusa out to @ModernGroup for a discussion with their employees in #PA8

Doug Thornell @dthornell Enjoyed the discussion on the 2016 election at @AEDSocial #AEDFlyIn with my friend @HolmesJosh. photo h/t @AED_East

#AEDGetSocial Mark Robilliard @markrobilliard Enjoying Russel Honoré, keynote at @AEDSocial conference. L’ship is about sacrifice

Russel L. Honoré @ltgrusselhonore Hello @KepplerSpeakers @JDGheesling and @AEDSocial I want to go speak Leadership / Resilience In the New Normal

Ben Yates @AED_East Thanks @SUNYCobleskill for the tour of their #AEDaccredited heavy equipment technical program w @UCCweb #NJnext Brent Abrahm @AccruitBA Brent Abrahm Retweeted AED @Accruit Pleased to be attending #aedflyin with our LKE partner @PwC_US_FinSrvcs

Chris Gibson @RepChrisGibson Great visit with the A. Montano Company in Saugerties today. Proud of this strong family business.

MSI Data @msidata How to Thrive during the Technician Shortage. Takeaways from @AEDSocial’s Industry Report http://hubs.ly/H02Ksgf0

Would you like to see your company featured in our next issue of CED Magazine? Simply tweet us @AEDSocial and we’ll pick our favorites each month and publish them! AED Welcomes Its Newest Members ▶ Synergy Equipment Orlando, Florida Distributor 10 | www.cedmag.com | Construction Equipment Distribution | July 2016

▶ Vermeer Northwest Tacoma, Washington Distributors

▶ Vermeer Great Plains Olathe, Kansas Distributor

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>> INDUSTRY NEWS Loftness Marks 60 Years of Success

Southeastern Equipment Company Names New EVP

Southeastern Equipment Co., Inc. is pleased to announce the promotion of Thor Hess to Executive Vice President. As EVP, Hess will oversee company strategy (both long term and short term), implement operating efficiencies across all 18 locations, manage manufacturer relationships, and serve as in-house legal counsel. Hess joined Southeastern Equipment in 2014 as Director of Corporate Development where he helped hone company strategy and assisted in managing corporate operations.

Eavenson Joins Loftness as Eastern U.S. Manager Blake Eavenson has joined Loftness Specialized Equipment as Territory Manager for the Eastern United States. He will concentrate on growing the VMLogix line of products, including the Carbide Cutter G4 rotary drum mulching attachment, Kwik-Trim mechanical trimmer and other vegetation management equipment. He will also focus strongly on dealer development for those products. Eavenson has extensive experience within the industry, including customer relations, territory management and business development with vegetation

management equipment and construction equipment. He was most recently a Regional Business Manager for Takeuchi Manufacturing. Eavenson has a sales and business marketing degree with a minor in general business from Western Michigan University, Kalamazoo, Mich. “Blake brings an excellent hands-on working knowledge of the types of products we offer,” said Lynn Ziegler, Vice President of Sales and Marketing for Loftness. “He also has great contacts within the industry, and brings a strong work ethic to the position.”

12 | www.cedmag.com | Construction Equipment Distribution | July 2016

This year, Loftness Specialized Equipment marks 60 years of manufacturing success. Loftness has grown and expanded as a company since its founder, a Hector, Minnesota farmer named Dick Loftness, made a V-type snow blower for his own use. This soon led to the start of Loftness Manufacturing in 1956. In 1979, Dick sold the company to Marv Nelson, and the company has been owned and operated by the Nelson family ever since. Since its humble beginnings, Loftness greatly expanded its plant footprint and product offerings. The Loftness lineup now includes VMLogix vegetation management equipment, SnowLogix snow blower attachments, GrainLogix grain-bagging equipment, CropLogix crop residue equipment, and the recently launched FertiLogix line of fertilizer application and handling equipment. Loftness also produces specialized attachments, including the Kwik Pik rock picker, Cool Flow auxiliary hydraulic cooler, and Power Pak hydraulic power unit. “We’ve made great strides in six decades, and we’re very proud of our company’s accomplishments and work ethic,” said Gloria Nelson, president of Loftness. For more information, call 800-828-7624 (U.S. and Canada) or 320-848-6266 (international), email info@ loftness.com, or visit www. loftness.com.

Minnich Manufacturing Adds Jaworski to Research and Development Team

Minnich Manufacturing, a leading manufacturer of concrete dowel pin drills, concrete paving vibrators and vibrator monitoring systems, is pleased to announce that Paul Jaworski has joined the company’s research and development team. Jaworski brings to Minnich 37 years of experience in concrete vibration technology innovation. In his new role, he will focus on developing innovative products to meet rapidly changing concrete vibration needs. “At Minnich, we understand that our OEM partners and end users expect us to deliver industry-leading innovation,” said Jim Minnich, company owner. “Paul’s experience and expertise will further strengthen our concrete vibration R&D capabilities. We’re excited to add him to our growing company.” Jaworski’s past product accomplishments include monitored vibrator systems for pavements, controlled speed vibrators for vertical applications, and product safety compliance. He also has extensive technical committee, association board, standards specification, and field task force experience. For more information on Minnich Manufacturing, visit www.minnich-mfg.com.

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>> INDUSTRY NEWS KOBELCO USA Celebrates Grand Opening of U.S. Excavator Production Facility

Jon Berry Promoted to President of Berry Tractor and Equipment

Jon Berry has been named President of Berry Tractor and Equipment Company, as announced by Walter Berry, President of Berry Companies, Inc. Jon will be responsible for the management of locations in Wichita, Topeka, Garden City, KS, and Springﬁeld, MO. “Jon has been a key part of Berry Tractor as General Manager since 2013. We are thrilled to promote him to this important position. We plan to grow in the coming years and are conﬁdent that Jon will be an important asset to help our organization reach its goals,” said Walter Berry. Berry Tractor was founded by Fred Berry in 1957. The Berry family purchased the former Sam Denney Road Machinery Co. from the late Mr. Denney’s estate. Fred’s son, Walter, joined the company in 1985 and Walter’s son, Jonathan, in 2011. Today, Berry Tractor has four locations throughout Kansas and Southwest Missouri and is a wholly owned subsidiary of Berry Companies, Inc. Berry Tractor and Equipment Co. is the dealer for Komatsu and other heavy construction equipment lines. Services offered include Parts, Sales, Shop and Field Service, and Rental.

KOBELCO Construction Machinery USA recently celebrated the opening of its new hydraulic excavator production facility in North America. Construction of the $41 million facility was completed within one year and presently, it’s ramping up to mass produce 1,800 units/year. KOBELCO held a special event at the new facility in Spartanburg, SC to mark its official opening. Attendees of the event included honored guests from: parent company Kobe Steel of Japan, KOBELCO Construction Machinery Co. Ltd. of Japan, KOBELCO Construction Machinery USA of Katy, TX, the South Carolina Department of Commerce, the Spartanburg County Council and representatives of the Association of Equipment Manufacturers. The occasion kicked off with a procession of distinguished guest speakers who applauded KOBELCO’s achievement of bringing its manufacturing to the US and Palmetto State, including Jennifer Noel Fletcher, Deputy Secretary of Commerce. A traditional Japanese gift exchange was made between KOBELCO officials and representatives from both

South Carolina and Spartanburg County, symbolizing each party’s appreciation and acknowledgement for supporting one another. KOBELCO also presented donation checks to Spartanburg Community College as gratitude for their hospitality during construction, and the R.D. Anderson Applied Technology Center, a local school for students interested in entering the workforce. The first KOBELCO excavator produced at the US facility was unveiled and the ceremony was brought to a close with a ribbon cutting. Attendees were given a full tour of the manufacturing facility and customer experience center, where they observed one of the first SK210LC-10 excavators manufactured at the facility in action.

Copco Construction Appoints Dedicated Service Provider In Southeast Florida

Atlas Copco Construction announces MECO Miami Inc. as a dedicated service provider for customers near Pompano Beach, Florida. “MECO Miami has a great history of supporting its customers,” said Alan Kurus, Atlas Copco Construction vice president of sales.

MECO is a 43-year-old family-owned company that sells, rents and services a variety of new and used equipment and parts for the agriculture, cranes, heavy lifting, mining and road construction industries in the United States and worldwide. “We chose to represent Atlas Copco and its equipment because there

is an increasing demand for high-quality products in our area,” said Michael Vazquez, MECO Miami owner. “Atlas Copco helps us fill this growing demand.” For more information, customers can contact MECO Miami at 305-5924332 or mv@mecomiami. com.

Webasto Thermo & Comfort North America Appoints Denny New CEO Webasto has announced a strategy for growth in the North America Thermo & Comfort Division led by new president and CEO, Mark Denny. With over 30 years of experience in the automotive and transportation industry, Denny was president and CEO of Webasto-Edscha Cabrio USA, Webasto’s convertible roof division, where he established a plan that will realize a sales growth. “Mark Denny has a proven track record

of bringing steady, sustainable growth to the companies he has led in the past, and we know he’ll do the same for our Thermo & Comfort group,” said Axel Schulmeyer, Chairman of the Management Board, Webasto Thermo & Comfort SE. Denny’s strategy includes utilizing Webasto’s global resources and knowledge of heating, cooling and ventilation solutions. “To me this is more than just a job or

14 | www.cedmag.com | Construction Equipment Distribution | July 2016

just another company,” he said. “Having worked in the Webasto family for some time, I know that Webasto is passionate about its customers, partners and employees. We succeed because our customers succeed, and this is what makes Webasto an incredible company to work for.”

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>> PRODUCT PREVIEW John Deere Rounds Out L-Series Backhoe Portfolio with Powerful 710L Built in the world-class John Deere Dubuque Works, Iowa, manufacturing facility, the 710L joins the popular L-Series lineup of backhoe loaders. The latest model offers a robust 17-foot 3-inch dig depth, the largest in the John Deere portfolio, and it is ideal for loading trucks, placing pipe, digging trenches, breaking up concrete or asphalt and moving materials. The 710L backhoe meets today’s emission regulations through an EPA Final Tier 4/ EU Stage IV-certified 4.5L Deere PowerTech™ Plus engine, providing 13 percent more net peak horsepower (148 hp/110 kW) than the previous K-Series model. “Customers need an advantage to meet project deadlines and deliver results, and the

backhoe is one of the most well-regarded and resourceful pieces of equipment on the job site,” said Brian Hennings, product marketing manager, backhoes and tractor loaders, John Deere Construction & Forestry. “The 710L provides a huge leg up with added lift

capability and an improved rear control valve for enhanced controllability as well as productivity-boosting features and unmatched reliability and uptime.” To learn more, visit www. johndeere.com or contact your local John Deere dealer.

Komatsu America Corp. Introduces New WA320-8 Wheel Loader Komatsu America Corp., a leading global heavy equipment manufacturer, today introduced the new WA320-8 wheel loader. Equipped with an EPA Tier 4 Final certified engine, this latest addition to the wheel loader family combines high production with low fuel consumption and improved operator comfort. The WA320-8’s parallel-lift linkage, with auto tilt-in to simulate a Z-bar, can be used in any application from pallet handling to hard digging. Fuel consumption is lower by up to three percent in V-cycle loading and two percent in load and carry applications. “The easy-to-control hydrostatic transmission makes the WA320-8 ideal for agriculture and residential applications, but its size and attachment-friendly quick coupler makes it an all-around performer for almost any worksite,” said Craig McGinnis, product marketing manager, Komatsu America. “It’s a multi-purpose utility knife on four wheels.” Proven, fourth generation hydrostatic drivetrain with variable traction control and S-mode provides excellent traction control to

reduce wheel slip. S-mode is ideal for snowy, icy or slippery conditions. Creep mode in first gear is easily controlled via a knob on the RH console. This mode allows the operator to dial in travel speed from one to eight miles an hour. A new, more comfortable, high-back, heated seat softens machine vibrations for operator comfort. The WA320-8 and every other Komatsu Tier 4 Final construction-sized machine, whether rented, leased or purchased, is covered by the Komatsu CARE® program for the first three years or 2000 hours, whichever comes first. Visit the website at www.komatsuamerica. com for more information.

16 | www.cedmag.com | Construction Equipment Distribution | July 2016

General Equipment Introduces CTS12 Generation 2

General Equipment Company introduces its second-generation CTS12 RIP-R-STRIPPER®, which offers updated features that lower maintenance and increase productivity, making it an even more efficient solution for removing ceramic tile, hardwood flooring and other tough floor coverings. With a new, easier operating on/off control, the CTS12 Gen 2 is designed to enhance maneuverability, control and visibility. Its unique configuration allows users to operate electric-powered breakers in an upright position, which helps increase productivity while reducing strain on operators’ knees and lower backs. The CTS12 Gen 2 features increased flexibility, accepting new mounting kits for the Hilti® TE-1000-AVR breaker. Beyond this model, the unit continues to work as a tool carrier for electric-powered breakers with ratings between 30 and 45 foot-pounds of force, and includes popular models of Bosch®, Makita® and Hitachi®. Also, a new productivity boosting mechanism accommodates breaker variances in mounted chisel orientation to the working surface. The new feature allows the adjustment of both wheels. For more information, visit the website at www.generalequip.com.

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4/11/2016 4:10:14 PM

3/31/16 12:53 PM

>> REGIONAL REPORT

PHIL RIGGS

Epic Win for Technical Education: Salt Lake Community College Receives $46 Million and AED Accreditation

We’re happy to report that Salt Lake Community College has achieved AED accreditation, making it a highly attractive option for students looking for opportunities in the equipment industry.

With the recession over and industry back on its feet again (with the exception of O&G and mining in most cases) many equipment distributors are focusing on growing their business to meet rising demands. This, however, is difficult without a highly educated workforce of skilled technicians to support your customers – news to no one, I’m sure. You may recall in a previous issue of CED magazine the efforts being made by AED members in the Salt Lake City area on workforce development through a partnership with Salt Lake Community College. At the time, dealers of all sizes, the college and AED were chipping away at building an AED-accredited Construction Equipment Technology program at the state’s premier community college. We’re happy to report that the college has achieved AED accreditation, making it a highly attractive option for students looking for opportunities in the equipment industry. Jeffrey Scott, president of Scott Machinery/Intermountain Bobcat, is one of those AED members who has been hard at work on this initiative. “(AED accreditation) means more qualified, better trained diesel technicians to service equipment in the field and better serve our customers... helping us to maintain our pledge as an AED dealer: to provide quality service and customer satisfaction to our installed base,” Scott said. Scott’s work has not been forged alone. Representatives from AED members such as Honnen Equipment, Wheeler Machinery, Komatsu Equipment Company, Century Equipment and more have played a vital role in providing the support required to make programs like this a success. “Our companies have contributed parts, machines and training expertise to assist the school in their mission,” Scott said. “In addition we have had our employees actively serve important roles on the Programs’ Advisory Board. Our Vice President of Product Support, Steve Jackman, is on that board.” Another crucial element of making a partnership such as this a success is recruiting the talent and providing them opportunities to excel in the classroom and upon completion of the program. Scott mentioned that in the decades they have worked with the school, some of the graduates of the program hold key positions within the company today. Remarkably, AED accreditation was not the only thing bestowed upon Salt Lake Community College

this year. With support from the Utah State Legislature, the college’s career and technical education programs – which include 32 degree programs such as construction equipment technology and welding – will be constructing a 120,000 square foot Career and Technical Education Center. The state invested $43 million dollars to provide facilities for students looking for careers that are in demand and drive the economy. The center includes 34 labs, eight classrooms and a 3-acre diesel truck range. Scott had much to say regarding the impact this will have on the shortage of technicians in the local equipment industry in Utah. “SLCC’s new West Pointe Center, coupled with the State of Utah Technical Education Pathways Program and AED curriculum, will increase the number of technicians that will receive their degrees and help fulfill the need in our market place for diesel technicians by a factor of 3 or 4 fold.” The Utah Diesel Technician Pathways Program mentioned by Scott begins the journey for high school students to be involved in the rewarding career as a diesel technician. It features paid intern programs, on the job training and extended education with Salt Lake Community College to build a career to maintain and service the diesel industry. This program is piloted by government, educational leaders from Jordan and Canyon School Districts and Salt Lake Community College. Across the country, AED’s regional managers are answering the call to those members who recognize the need to do something about this drastic issue, which is estimated to cost the industry $2.4 billion per year. In Denver a similar initiative is underway and talks have recently begun with several schools in California. It is a long road, but as someone once said, “if we keep doing what we are doing now, the problem will only worsen.” At a time where more and more of the baby boomer generation is retiring every day, the technician shortage will only persist unless we all come together as an industry Association. In this regional manager’s opinion, it is one of the most valuable benefits of being a member of this esteemed industry organization – tackling issues where others can’t. To learn more about getting involved with workforce development initiatives, contact your AED- regional manager by calling the AED office at 630-574-0650.

PHIL RIGGS is AED’s Western regional manager. He can be reached at priggs @aednet.org. 18 | www.cedmag.com | Construction Equipment Distribution | July 2016

HI ET OR

THE ATTACHMENT THAT GROWS BUSINESS...

0 • 4 N IO 3 6 0 0 R O TAT

T• L I T

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Rototilt transforms excavators into multi-functional profit makers. Rototilt expands the type of work an excavator can do with significant time savings and reduced labor cost. From general excavating, site-prep, backfilling, grading, working in tight spaces and around existing infra-structure…Rototilt does it all.

A Winning Combination of Rototilt Accessory Attachments

Call us: (519) 754-2195 To hear what Rototilt customers say go to . . .

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12/11/2015 2:08:58 PM

A Family Tradition

>> CEO CORNER

An interview by Accruit with Carrie Roider, CEO of Erb Equipment Q: Erb Equipment is a family business. Was it a foregone conclusion that you’d end up there? A: I always knew growing up that I did not just want to work at the dealership but wanted the opportunity to run Erb. But more importantly, after I was employed at Erb, the opportunities and experience that I was exposed to by my Dad, Bob Erb, groomed me for the CEO role. Looking forward, I am fortunate to partner with my brother, Gregg Erb, president and director of sales. Together, we are committed to continuing to develop and grow Erb to ensure customer satisfaction. Q: Can you talk about your path to CEO? A: After graduating from Saint Louis University with a bachelor’s degree in business administration, I became a certified public accountant and went to work for Ostermueller & Associates. Two years later, I began my career at Erb as an accountant and transitioned into controller and then CFO. During this time, I earned my MBA and, in 2011, became the CEO. Q: You were recently profiled as one of the top women business owners in St. Louis. What have been your challenges as a female leader? A: When I started, it was unusual for women to be employed in a management role in a construction equipment dealership, and even today, I am one of a few women in a C-level role. One of the challenges of this position is that people who are not familiar with Erb and my role will discount my presence and ability. This provides me the opportunity to bring something of value to the situation and win their respect and trust. Q: What are some of the biggest changes to the industry you’ve witnessed in recent years? A: The economic downturn significantly changed the industry with consequences we still suffer from today. It eliminated several small and medium-sized contractors, forced contractors to begin to travel out of the area in search of business, and created

an employment shortage as people left the industry. Additionally, most typical equipment users have increased their reliance on rental versus acquisition due to equipment prices, emission requirements and economic or political uncertainty. This shift toward rental has transferred the ownership risk from the construction companies to the equipment dealerships and caused the ballooning of rental fleets. Q: How has Erb remained a leader in the equipment industry? A: Erb’s success depends on the daily actions of 230 people spread over eight locations working together to deliver a consistently great customer experience. We have a terrific management group and a great bunch of caring people that make up the Erb team. They live our core values of passion, integrity, commitment, team player, and a servant’s heart. We focus on being a partner for our customers by meeting their needs with quality equipment and superior support at a competitive price. Q: Why did you opt to implement a like-kind exchange program, and how has it benefited you? A: The like-kind exchange provides us with the ability to reinvest in upgrading or expanding the rental fleet, our business and our communities. Since the inception of our like-kind exchange program in 2005, we have not only added 73 people to our organization but we were able to survive the recession with no layoffs. Our projected equipment rental is expected to double by 2025. Q: You’ve actively advocated in Washington, D.C. Why do you feel that’s an important responsibility for leaders in the heavy equipment industry? A: I believe that it is important for the people in Washington to hear from business how the decisions they make affect the country on a one-on-one basis. It is impactful when, as a business owner, I can relay to them how a current policy allows us the opportunity to reinvest in the community and grow our business and in turn employ their constituents. The economy

Carrie Roider is the CEO of Erb Equipment Company, one of the largest equipment suppliers in the Midwest. Roider joined Erb in 1991 as the accounting manager and has served as the company’s controller and CFO. She holds a bachelor’s degree in accounting from Saint Louis University and an MBA from Webster University. For several years, she served as an advisory director on the John Deere Construction dealer advisory board. depends upon the heavy equipment industry’s success as we help build the country’s roads, bridges, buildings and communities. Q: What are your thoughts on the tax reform discussions on Capitol Hill, including potential threats regarding the repeal of Section 1031? A: Equipment rental is a crucial part of our business and of the equipment industry. Repeal of like-kind exchange would be very damaging to the industry, as it provides a vehicle to reinvest current cash flow into the business. If it were repealed, it would create a tax liability that would necessitate additional borrowing and would constrict the ability to grow and hire employees. The increased tax liability would cause us to lengthen the holding period of the assets and could jeopardize the marketability of both the unit for rent and resale. Data from heavy equipment rental companies indicate that the repeal of 1031s would result in a tax hit to our industry of more than $800 million in less than three years. This would significantly impact and change the marketplace.

ACCRUIT is the nation’s leading provider of qualified intermediary and 1031 like-kind exchange program solutions, serving more than 20 industries. Accruit handles all types of LKEs, including real estate, business assets, collectibles, and franchises; they facilitate all types of forward, reverse and improvement exchange transactions nationwide. Visit www.accruit.com. 20 | www.cedmag.com | Construction Equipment Distribution | July 2016

carry your Load wHerever you want lowest ground pressure and highest maneuverability

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3/4/2016 1:34:56 PM

>> A CLOSER LOOK

HYDREMA: Light Footprints in the

Heavy Machinery World Niche manufacturers specialize in compact equipment for confined and soft areas.

lthough heavy machinery does not seem synonymous with a light footprint, Hydrema US, Inc. has managed to do just that: the company specializes in compact equipment that performs well on soft areas and low ground pressure. Kris Binder, executive vice president for Hydrema, started with the company in 2003 and eventually spearheaded the move from the Scandinavian market into the United States. “We desire to manufacture pieces of equipment that give superior performance,” Binder said. “It sounds cliche, but that is what we do.” For example, Hydrema uses very lightweight materials on its dump trucks so less material can be used but the machines still have the same strength. “Hydraulically we make very smooth, very advanced machines,” Binder said. Hydrema’s machines are in a class all their own; Binder knows of no competition Binder that can perform the way its units can. Any ground condition that is sensitive — such as golf courses or wetland restoration, for example — can be handled by their equipment. Hydrema aspires to fill any gaps in products in its market, and develop a solution to fit the exact need. Currently, Hydrema’s fleet includes wheeled excavators, backhoe loaders, rail equipment, dump trucks and military. Its name is an acronym for “hydraulic earth-moving machinery” and its business philosophy is “to develop, manufacture and sell hydraulic machinery of high quality at a reasonable price.” This aligns with its core values of professionalism, flexibility, drive, commitment and energy. According to the company’s website, its goals include developing and manufacturing high efficiency and comfortable equipment that is reliable and eco-friendly, to have loyal customers, and to promote and maintain its high-quality image and distinguish itself from competing products. “Our support side is (also) very strong,” Binder said of his team. “In order to service the dealers the best way possible, we always have service support people on the phone. That’s one of the things we pride ourselves on: we want to be a very good partner for the dealers.” Binder says his company tells its dealers if they call, more often 22 | www.cedmag.com | Construction Equipment Distribution | July 2016

than not they can troubleshoot and find a solution before a technician even goes out. Instead of waiting — and wasting valuable time — to diagnose a piece of equipment, the service support team can respond using their in-depth knowledge of every model. The local support team is comprised of former technicians who know the machines, and know what it takes to fix the machines. If you’re good at what you do and you’re a technician, you’ll always have a job,” Binder said of the service team who have all been out in the field at some point in their careers. In addition to its compact machines, Hydrema is actually classified as a Tier 1 supplier to the US government, to which it supplies mine-clearing vehicles. “(Our machine) destroys, or detonates, land mines,” Binder said. “It has three-feet-long chains that till the ground; instead of sitting on your knees with a probe, you mechanically destroy the mine from the safety of the cab. We’ve supplied these machines to numerous NATO countries and to the U.S. Air Force, Army and National Guard.” Binder, 43, has a rich background in this industry, starting with a dad who was a contractor which fueled his interest in heavy equipment. He grew up operating the machinery, served the Danish Army and National Guard, went to busness school, and then worked for the Ministry of Foreign Affairs starting up Danish subsidiaries in the United States. It was this work that led Binder to Hydrema in 2003. He had known about the company since his youth, and believed it would be a great fit for North America.

Currently in the Scandinavian market, Hydrema has a loaded backhoe that they first created and built in 1980, including a hydraulic backhoe arm that was developed and manufactured back in 1959 when the company was founded. This item has evolved over the last few decades and it continues to be competitive in the market. It is items like this that don’t exist in the North American market that Binder hopes to eventually change, getting that market up to speed in this niche manufacturing corner of the heavy equipment industry. “If you want to be in North America, you have to do it and do it right. You have to build a presence, have your service support and your parts availability,” Binder said. “We have a relatively big parts warehouse, especially for our size, and … we stock more parts.” In fact, Hydrema is currently in its third location since 2005, and just as the company has outgrown its other facilities, Binder said the team is ready to take a larger step. The company has secured a larger lot where it can grow and it is currently home to one building. The property can support up to three on the lot. It is just ten miles north of where the company is now, in Cumming, Georgia,

which influenced the decision when choosing the location. Binder and his team wanted to ensure that no one had to move or lose their job and that everyone can still commute. “We’re currently brainstorming, developing our dealer network, and are always looking for new quality dealers — we actually look at quality more so than actual size,” Binder said. “We happen to have quite a few CAT dealers only because it’s been a natural choice where they are, but we welcome anyone from small mom-and-pop to the very big powers of the world. It’s a matter of having a niche product and understanding it so they can rent it and sell it.” One of Hydrema’s requirements is that, the bulk of the time, machines go out as a rent before they get sold, so it’s important for a dealer to have rental fleets. “Obviously it’s very important for us that we show our commitment,” Binder continued. “We have our new building and we hire locally. Our level of commitment with local employees shows we’re here to stay.” In the late 1990s, Hydrema had export into the United States and teamed up with another manufacturer around 2000. In 2005, it incorporated, and used transfer employees until it hired its first local employee in 2007, the

same year Binder made the move to Georgia from his Scandinavian home. Ever since, the company has hired only local workers. Hydrema is a member of Associated Equipment Distributors (AED), which has benefitted the company in a multitude of ways. Binder says they do what they can to support AED and have been quite involved with the organization, including appearances at the annual summit meeting and showing equipment at CONDEX. “It’s a perfect way to network with quality dealers and it’s pretty much a one-way shop for finding new dealers and developing our dealer network,” he said. “That is definitely what’s next for us: to keep developing it. We are about one third of the way in, and still have a long way to go, so we’re definitely still looking for new quality dealers.” Hydrema is currently based out of its Alpharetta, GA location until construction in Cumming, GA is complete. For more information on Hydrema US, visit their website at http://www.hydrema.us, connect with them on Facebook at https://www.facebook.com/ hydremacom, or call them at 404-614-1747.

July 2016 | Construction Equipment Distribution | www.cedmag.com | 23

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ AMI Attachments

The AMI Attachments Mat Handling Grapple is the perfect tool for placing wooden mats over wet or environmentally sensitive land, giving easy access for heavy equipment to the construction site. Full proportional control of both the clamps and rotator means one operator can lift, tilt, spin, unload and position mats – up to five at a time - with exceptional accuracy and efficiency. The custom joystick delivers fingertip precision while the clamp and rotator move simultaneously in a 360 degree rotation and is available using only one auxiliary hammer circuit. AMI Mat Handling Grapple models are available for excavators, log forwarders and logging trucks. AMI also offers Mat Handling Grapples for wheel loaders and skidsteers. All AMI Attachments come with an industry leading 2-year warranty. For more information about the AMI Mat Handling Grapple or other AMI Attachments products, please visit amiattachments. com or email sales@amiattachments.com.

Arctic

Arctic Sectional Sno-PushersTM are compatible with several types of lighter-duty equipment including backhoes, skid steers, compact loaders, and tractors. The LD line is the mid-range line offering enhanced performance and size for those contractors looking to tackle some of the larger, more demanding snow removal jobs. The breadth of the LD line makes it the ideal match for a diversifying construction or landscape contractor looking for profitable way to utilize inactive equipment during the winter months. Incorporating several unique, patented features, the LD pushers increase snow removal efficiency, reduce fuel costs, and virtually eliminate follow-up plowing. The patented steel moldboard design is made up of 32-inch-wide individual sections, each featuring spring-loaded trip edges. The exclusive moldboard design combines the precision of a small plow with the capacity of a large pusher. The separate sections move independently of one another, allowing the unit to contour to the surface and scrape snow and ice out of dips and recessions, all while moving up and over raised objects. 24 | www.cedmag.com | Construction Equipment Distribution | July 2016

BAUER

Bauer is pleased to introduce to the U.S. market the Roller Bit Core Barrel with self-flushing helix. Roller bit technology has been utilized in various industries for drilling hard rock successfully. Bauer has taken the technology to the next level with the self-flushing helix. In the past the cuttings were air lifted into a calix basket, which typically involves an air swivel and high CFM air compressor for rock compressive strengths of greater than 20,000 PSI up to 56,000 PSI. Bauer has redesigned the Roller Bit Core Barrel with integral helix for self-flushing of the cuttings into the calix basket; which simplifies the removal of cuttings and greatly reduces the cost. The roller placement has been optimized to allow for more efficient cutting and the placement of the cutting removal tooth increases the cutting removal too allow for faster cutting of up to one foot per hour in hard rock.

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ CH Series Hydraulic Breakers

Connect Work Tools offers premium hydraulically fired breakers in small, mid and large size ranges. The breakers are field proven and come with a 3-year limited warranty. There are 13 models to choose from including the new CH150 Breaker which has an operating weight of 5,380 lbs./carrier weight range of 61,700 to 72,800 lbs. We have a full sales, service, and parts team with 80,000 square feet of manufacturing and warehouse space to support the product. Parts and rebuild services are also available for all Allied AR breakers.

automatic system features independent mechanically locking front and rear attachment pins that remain locked throughout the full working cycle and are independently released hydraulically by the coupler. The Dromone coupler is built for performance and features 6-to100 ton machine compatibility; efficient coupler weight & pickup range; superior breakout force; increased attachment size flexibility; greater attachment utilization; and a standard heavy-duty certified lifting eye. Validated through over 10,000 hours of endurance testing and with only 12 spare parts and 3 grease points, the Dromone Multi Lock provides ease of maintenance and serviceability.

Dromone Engineering Limited

ESCO Portland

The Dromone Multi Lock Automatic Coupler was designed with the customer in mind, providing increased safety, high performance, durability and ease of service. Fully compliant with ISO’s new 13031 standards, the Dromone coupler is also designed for optimal operator and site safety. Attachment changes are completed safely without leaving the AM cab.Page The 1 paramountequipad_final_Layout 1 4/11/16 11:03

ESCO’s Super Extreme Duty Plate Lip Bucket (SXDP) was developed for the most severe, high wear applications. It includes all of the ESCO XDP bucket features plus an extreme duty wear package providing more premium cast steel wear protection than any other ESCO construction excavator bucket. The SXDP bucket features: two cast, mechanically attached shrouds on each wing; cast corner wear shoes (heel bands);

Set Yourself Apart from the Competition

Dealers Wanted! Introducing the next generation of Telescopic Handlers from MAGNI

We are seeking dealers who are interested in becoming their market leader by oﬀering the most functional, eﬃcient and safest equipment of its kind in the world today! If you are interested in an exclusive opportunity to sell a unique and highly profitable line of equipment backed by U.S. based parts inventory and training,

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Lift Heights to 127’ and Capacities to 99,000 lbs

Eastern U.S. Paramount Equipment (908) 280.8899 Western U.S. Magni (786) 340.6550 Sales@ParamountTH.com J.Salas@Magnith-americas.com July 2016 | Construction Equipment Distribution | www.cedmag.com | 25

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ AR400 horizontal wear kit and vertical wear pads; cast weld-on lip shrouds; and chisel points for penetration and strength. Contact Kirk Yoresen at Kirk.Yoresen@escocorp.com or 503-778-6768.

General Equipment Company

For greater jobsite versatility, General Equipment Company’s DIG-R-TACH® line allows for use with both small and large hydraulic systems. Ideal for skid steer loaders, small excavators, knuckleboom cranes and small backhoes, the 671 DIG-RTACH® Series 16 earth drilling attachment is intended for smaller hydraulic systems, whereas the Series 24 is designed for larger hydraulic systems found with backhoes and excavators. General Equipment Company’s 671 DIG-R-TACH series utilizes a drilling industry standard two-inch hexagon auger drive system. This design eliminates excessive auger driveshaft wear. A complete line of earth augers up to 36 inches in diameter is available with Pengo®-type, cast-steel boring heads and forged teeth for maximum digging performance. For additional drilling depth, full-flighted auger extensions can be added. In business for more than 50 years, General Equipment Company is a family-owned manufacturer of earth augers, ventilation blowers, asphalt cutters and surface preparation equipment. For more information, contact General Equipment Company, 620 Alexander Drive S.W., Owatonna, MN 55060, call 507-451-5510 or 800-533-0524, fax 507-451-5511 or 877-344-4375(DIGGER5), or visit the website at www.generalequip.com.

Genesis Attachments

Genesis Attachments new GDT Razer demolition tool is designed for today’s new classes of excavators and specialty, high-reach applications. Featuring a lighter-weight design, the GDT 190 and GDT 290 are optimized to fit on standard 200 and 300 class excavators, respectively, as well as most high-reach demolition machines. A short, flat-top head with bolt-on bracket makes installation simple, shortens the center of gravity and makes it easier to switch the tool between excavators. The GDT Razer easily processes a variety of materials with its customizable crushing tooth configurations. The number of crushing teeth and their locations can be customized to meet project needs, and the bolt-on teeth are not only easy to install, but can be interchanged and reversed front to back for longer life and lower cost of operation and ownership. Metal cutting blades in the back of the jaw are four-way indexable and feature an apex design that draws material deeper into the jaw for more efficient cutting. To further improve productivity and reliability, the GDT Razer also features a pass-through lower jaw to prevent material build-up and jamming, as well as a reverse-mounted cylinder for protection from damaging debris. 26 | www.cedmag.com | Construction Equipment Distribution | July 2016

Helac Corporation

Have a tight work space? Working off a hill? Add a PowerTilt attachment to your machine and eliminate the need for extra machines on the jobsite and increase your productivity over 50%. The new standard for all machines should be the ability to position your bucket up to 180 degrees instead of moving the entire machine. Whether your jobsite requires site development, setting underground utilities, or clearing ditches, the Helac PowerTilt® is the versatile tool for multiple attachments and is engineered for durability and performance. PowerTilt® uses Helac Corporation’s innovative sliding-spline operating technology to convert linear piston motion into powerful shaft rotation. Available for equipment up to 75,000 lbs in eight sizes with standard rotation of up to 180 degrees, each PowerTilt® model is designed for a specific class of machinery and individually customized to fit the carrier. For more information, call 1-800-PWR-TILT or email attachments@helac.com. Visit our website at www.helac.com.

Hensley

Hensley has been providing superior products and service in the Construction industry for over 65 years. Hensley is proud to offer a complete line of Construction GET, Attachments, lip systems, and Cutting Edges to lower customer costs and increased production. Hensley’s products are designed to work in various applications and digging conditions to suite the customers’ needs. Hensley Industries is proud to offer two additional products including the Xcentric Ripper for soft to medium applications (Equipment Today Contractors Top 50 New Products 2015), and the Hydraulic Breakers for tougher materials that require high impact energy. From the simplest of jobs to the completely custom applications, Hensley is dedicated to its customers and product excellence packaged with localized service.

HKX,Inc.

HKX Inc. is proud to announce our new hydraulic coupler kit, designed for excavators sized 5-100 Metric Tons. The new hydraulic coupler kit offers compliance to the current draft of ISO 13031 with a console mounted, locking rocker switch that provides simple coupler control and eliminates the unsightly control box included with most other coupler kits. Along with ISO 13031 draft compliance, our kit also provides constant pressure to the coupler, keeping it tight and positively locked at all times.

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ The kits allows for quick installations with our HKX exclusive hose grommet mounting system. Hose bulkheads at the boom foot and tip provide for a clean, factory look and assure proper hose routing to eliminate chafing and binding. Kits include HKX exclusive pre-assembly, quality, easy to follow installation instructions and the best customer support in the industry. Contact HKX sales for more information at 800-493-5487 or sales@hkx.com

IHI Compact Excavator Sales, LLC

New from IHIMER for 2016, the heavy duty line of Silent Hydraulic Hammer distributed by Compact Excavator Sales. Specifically designed to withstand the everyday abuse of demolition construction, a contractor can choose from five models ranging from 100 ft. lbs. to 750 ft. lbs. Although larger models are also available, IHI has chosen to focus on the most popular models for the rental industry. The IHIMER hammer

have a very minimum flow requirement that allows a contractor to use with any unit. The heavy duty hydraulic hammers also have the versatility to pin directly to the unit used or configured for a quick coupler. For more information, please visit ihies.com.

Indeco North America

Featuring a unique, patent-pending locking wheel removal design, heavy-duty steel weldments with relief ports and specially-engineered staggered pads that effectively penetrate trench fill and achieve bottom-up rather than top-down compaction, Indeco North America’s new IHW Series of static wheel compactors is ideally suited for cohesive and clay soil environments where vibratory plate methods are not optimal. The IHW Series achieves greater productivity than walk-behind units and utilizes the excavator applied static weight to quickly achieve compaction density, thereby fully leveraging existing equipment investments while enhancing jobsite safety by reducing worker time in trenches. Simple to install, operate and maintain, the IHW Compactors’ locking wheel removal design facilitates easy, field accessibility to the heavy-duty sealed bearings by eliminating traditional require no special

A Winning Combination! 4 Models of Crawler Carrier Also Available with: *Digger Derricks *Bucket Lifts *Cranes *Flat Beds

13 Mini-Excavator Models *Operating Weights 2,000-18,000 lbs *Digging Depths: 5’2” TO 15’1”

800.538.1447 WWW.IHICES.COM

July 2016 | Construction Equipment Distribution | www.cedmag.com | 27

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ hydraulic connections and are available in a variety of models to accommodate most excavators.

John Deere

Demolition is more powerful and efficient than ever with the John Deere Hydraulic Hammer attachments. The Hydraulic Hammers are the latest addition to the growing line of Worksite Pro™ attachments, optimized to work with John Deere G- and E-Series skid steers and compact track loaders, G-Series Compact Excavators and most competitive models. The new line of hammers is the fastest in its class, more efficient and easier to maintain than previous models. Redesigned with a simplified hydraulic-breaker solution to boost productivity, the Hydraulic Hammers provide two to three times more blows per minute (BPM) than previous models. With 30 percent fewer parts, rebuild times are reduced to one hour versus eight hours, and an exclusive tool retention system enables quick installation and removal. Additionally, the Hydraulic Hammers only require grease every two hours of operation and have a 1,000-hour service interval, contributing to lower daily operating and maintenance costs.

Rake is its built-in float feature that can better follow the terrain than the prime movers’ float systems alone. The 90-inch width is perfect for large jobs like golf courses, sports areas, or campuses. It is also available in 72-inch width and fits all Kubota skid steers and compact track loaders as well as most other brands.

MORE EQUIPMENT. BRANDS. MARKETS. WAIN-ROY® Tractor Loader Backhoe and Excavator

CENTRAL FABRICATORS® Large Excavator, Mining/Mass Excavation and Wheel Loader

GANNON® Compact Excavator and Tractor Loader Backhoe

ALITEC™ Skid Steer

Kubota Tractor Corporation

Among the new Kubota branded attachments are two Power Rakes. Soil surface preparation tools are designed with landscapers and turf care professionals in mind. These Power Rakes are capable of grading, leveling, shaping, cultivating, renovating, and pulverizing various types of soil surfaces. Additionally, they are capable of raking or windrowing soil, rocks, and construction site debris. Unique to the Kubota Power 28 | www.cedmag.com | Construction Equipment Distribution | July 2016

Call or visit us online to learn how you can become a Woods dealer. woodsequipment.com 800-848-3447

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ K-Tec

K-Tec Earthmovers’ fully integrated 1233ADT/ADT Train scraper system provides a tandem heaped capacity of 72 cubic yards with a single Articulated Dump Truck. The operator uses joystick controls inside the ADT to first load the lead scraper, and then fully load the rear scraper. A digital display screen is included in the cab for visual operating details, load count tracking, and troubleshoot serviceability. The K-Tec earthmoving scraper trains have been proven to perform in construction, mining, and agricultural industries. Material including topsoil, sand, clay, coal, or gypsum rock may be transported efficiently inside the bowl of the scrapers. K-Tec’s ADT Train scraper system is able to self-load as an efficient single unit operation for precision grading and dumping; be push-loaded for enhanced loading time; or be top-loaded via excavator for heaped hauling. K-Tec scrapers are backed by a 3-Year structural warranty. For more information, visit www.ktec.com.

Ripperformance!

with the award winning excavator rock ripping

Multi-Ripper® Hi-Cap Multi-Ripper Bucket

Increases the ripping ability of a machine by two class sizes Multi-DigNRip Bucket (shanks on back)

6 to 9 times the force of a standard bucket

Rips the sides and bottom of the trench flat with no depth limitation

4 times faster than a hammer

ock

Bedr

“SHanks on an ARC" technology

Hardox 400 construction - Available for all excavators and backhoes - Made in USA

eading dge

"Leader in Excavator Rock Ripping Attachments" Operators Claim: ttachments, www.digrock.com "the best attachment sales@leattach.com ® I ever bought!" Inc. 866-928-5800 or 508-829-4855

Leading Edge Attachments, Inc.

The Leading Edge Attachments, Inc.® patented Multi-DigNRipTM Bucket can replace hammers, blasting and rock trenchers, for a fraction of the cost, offered specifically for high production rip and load applications where a wider rock ripping bucket is required. Manufactured in the USA, the Multi-DigNRip Bucket is a combination of the high force producing Multi-Ripper® Bucket using SHARC technology, and the high capacity of the proven DigNRipTM Bucket. Six high strength ripping teeth rip the rock one tooth at a time so that when the bucket is rolled, the result is similar to that of a trencher. The bucket is high capacity for a rock bucket due to the placement of the teeth, and is very easy on the machine because the forces evenly go from one tooth to the next. The back of the bucket is shaped to conform to the arc of the rippers helping to prevent pre-mature bottom wear.

Loftness Manufacturing

Loftness offers the TimberAx skid steer attachment as part of its VMLogixÔ line of products. The TimberAx uses an exclusive knife system to efficiently cut grass, vines, brush or trees up to 6 inches in diameter, or intermittently cut material up to 12 inches in diameter. The 17-inch rotor of the TimberAx features an innovative reverse-rotation design to lift material off the ground for proper cutting. Unlike forward-turning rotors, this design offers improved cutting performance and finer mulching without driving uncut material into the ground. The knives are constructed of durable, low-maintenance alloy and can be sharpened directly on the machine. An adjustable shear bar maintains a consistent distance from the knives to precisely control mulch size. Loftness manufactures the VMLogix line of vegetation management equipment, the SnowLogix line of snow blower attachments, the GrainLogix line of grain-bagging equipment and the CropLogix line of crop shredders. For more information on Loftness’ complete product line, contact Loftness Specialized Equipment, P.O. Box 337, Hector, MN 55342, call 800-828-7624 (U.S. and Canada) or 320-848-6266 (international), email info@loftness.com, or visit www.vm-logix.com. July 2016 | Construction Equipment Distribution | www.cedmag.com | 29

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ LOWE

Introduced in January of 2016 the new LOWE® BP-Series planetary reduction auger drives bring new elements of performance and dependability to the attachment marketplace. And at a lower price than previous planetary models. Key features of the new BP-Series include: · LOWE® designed planetary gearboxes specifically for auger attachment use. · Made in the LOWE® factory with USA castings, gears, motors, and other components. · An estimated 20 percent increase in gear strength over previous LOWE® models and far more strength than the competition. · An even stronger shaft bearing support than previous models. · A through hardened alloy drive shaft with unbreakable performance. · A high grade shaft seal with increased durability over competitors. · A zero leak motor mount. · A new design attachment fastening system with superior strength and durability. All of this comes with a new five (5) year limited repair or replace warranty on the BP gearbox. Should anything go wrong with your new LOWE® BP gearbox that is covered by warranty within that period, simply send it back to LOWE® and it will be repaired or replaced by trained factory personnel. Lowe auger attachments are designed for use on compact loaders, mini-loaders, small excavators, wheel loaders, cranes, compact utility tractors, backhoes, tele-handlers, and other types of hydraulic equipment. Visit our web site at www.loweman.com for more information, including videos’ on the BP-Series and other models of auger drives, auger bits, grapples, and trenchers.

Mack Manufacturing

Self-contained, remote-controlled Mack crane attachments can be deployed quickly and safely on any rope crane, hydraulic crane or overhead crane for unrivalled versatility. Their hand-held radio controls allow operators to remain out of harm’s way while maneuvering a wide range of buckets and grapples for light-duty applications in the forestry, recycling, aggregate and shipping industries. Mack will match your requirements with remotely operated models ranging in size from 0.375 yds3 to 20 yds3 (0.29 m3 to 15.29 m3.) Power is supplied by a 14 HP air-cooled Hatz diesel engine up to an 85 HP air-cooled Deutz diesel, depending on the attachment size. 30 | www.cedmag.com | Construction Equipment Distribution | July 2016

MB America

The BF90.3 is the first crusher bucket produced and patented by MB Crusher in 2001. It still remains the most popular crusher model for medium- to largesized companies. Over the years, the BF90.3 has been renewed and improved, making it the ideal crushing attachment for excavators weighing over 46,300 pounds. It is compact, versatile and ideal for all types of recycling operations, road work, pipeline projects, demolition, and excavation. The crushing attachment has a load capacity of 1.18 cu. yd. and a productivity range of 16 cu. yd. per hour to 54 cu. yd. per hour, depending on the output adjustment. It is capable of working in tight areas, difficult access locations, steep slopes and urban areas. It has a crushing strength that can turn railway sleepers, hollow core walls, reinforced and non-reinforced concrete, natural stone and asphalt into reusable aggregate materials for base or fill. For more information, visit www.mbamerica.com, call 855-MB-CRUSH (855-622-7874) or email info@mbamerica.com.

NPK Construction Equipment, Inc. The NPK M35 Material Processor is designed to mount on excavators in the 30-40 ton weight class, and is fitted with our new Quick Change Jaw Sets. This new system utilizes jaw frame pins built into the main frame of the processor along with a quick hitch system on the jaw sets allowing the customer to change from one jaw set to another in about 15 minutes. This improves your efficiency by saving down time in the field when changing the jaws to complete additional processing procedures. The S jaw set serves as a primary breaker, the G jaw set as a pulverizer with replaceable tooth plate and the K jaw set as a shear with bolt-on piercing tips. All NPK Material Processors come with NPK’s exclusive integral hydraulic intensifier system that boosts power by amplifying cylinder pressure and reducing cycle time, while providing a greater power-to-weight ratio.

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ Okada

Pierce

Okada America offers a wide range of hydraulic breakers to fit your needs from 150-15000 FT-LBS classes. Okada offers over 20 sizes of hydraulic breakers that are custom made for hassle-free mounting on whatever carrier and application you choose. The compact design of each Okada breaker provides for ease of handling and maneuverability while providing the impact forces needed to complete the job! For additional information, visit www.okadaamerica.com.

Pierce has a long history of supplying excavator manufacturers-and their dealer networks-with long reach excavator booms that are built to withstand the test of time. Our booms are designed using sophisticated engineering software, built with mill-certified steel, and manufactured using cutting-edge assembly methods right here in North America. All Pierce booms meet or exceed tough OEM design standards

and come with ISO-rated performance data for your specific machine. And with warehouses and technical support located throughout North America, you’re within quick reach of all you need to keep you working.

Rotar North America, Inc.

Rotar is a true leader in manufacturing efficient machine equipment. Our primary objective? To reduce the user’s operational costs. That is why we are always looking for new ways to reduce the resistance and heat transfer in the hydraulic systems of our equipment to a minimum. This allows us to lower the necessary oil pressure and volumes, meaning that the diesel engine on the carrying machine will consume less fuel, which also significantly decreases the CO2 emissions. This development contributes to more profitable results of your

Special alloy steel and heat treatment for extra toughness Durable breaker body has fewer moving parts Ideal for excavation, trenching, demolition and quarry work

Learn more about our full line of breakers:

OkadaAmerica.com (800) 270-0600

July 2016 | Construction Equipment Distribution | www.cedmag.com | 31

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ demolition or recycling projects, and to a better environment as well. We see this as a business advantage for our customers, and part of Rotar’s social responsibility. To learn more go to Rotar North America, Inc at www.rotar. com / 216-744-1022.

SENNEBOGEN

Designed for extreme duty cycles in recycling yards and steel mills, SENNEBOGEN green line orange peel grapples provide purpose-built productivity. Matched to SENNEBOGEN mobile material handlers, factory-supplied 4-tine and 5-tine models complete a one-stop solution for your application. Engineered for long service life, these grapples include steel hose guards and cylinder guards to protect critical components and minimize downtime. Grapple sizes range from 0.5 yds3 to 5.0 yds3 (0.38 m3 to 3.82 m3) and are offered with optional rotators for high lift and torque capacity.

TAG Manufacturing, Inc.

Designed For 30,000 lbs. – 100,000 Lbs. Excavators with quick-couplers, quick and easy attachment installation requires no welding and includes quick-coupler mounting pins, twin robust cylinders for added strength and reliability, astm a-514 “t-1” Mantis “arched” thumbs for higher impact resistance and greater strength, fully independent Mantis™ thumbs allows clamping of uneven loads and with full clearance to straddle the dipperstick and boom when the bucket is fully curled.

TrynEx International

The SweepEx Mega 720 broom attachment is built with a 72-inch long mainframe, making it the largest unit within the Mega Series line.

Heavy Duty Attac hme nts That Maximize Your Ve r s at ilit y

Superior Performance and Durability

TAG Manufacturing, Inc. • Chattanooga, TN 37416 423-893-3345 • 1-888-490-0501 • http://www.tagmfg.us 32 | www.cedmag.com | Construction Equipment Distribution | July 2016

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5/7/2010 7:01:01 PM

2016 ATTACHMENT GUIDE ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ ▶ Ideal for a wide variety of applications including cleanup of dirt, leaves, snow, material spills, standing water, steel shavings and gravel, the SweepEx Mega Series broom attachment is adaptable to most service vehicles. Mounting kits for forklifts, bucket lips, three-point hitches (class 1 & 2) and skid-steer pivots are available to maximize the broom’s versatility. Constructed of high-quality industrial steel and protected with a heavy powder-coat finish, the Mega Series includes 11 brush rows for maximum cleaning power. With the ability to attach MegaWing 90 (9-inch) and MegaWing 180 (18-inch) broom extenders to each end of the broom, the Mega 720 can be increased up to 108 inches for the largest applications. ]SweepEx is a product division of TrynEx International. Other TrynEx brands include SnowEx winter maintenance equipment, and TurfEx turf care equipment. For more information, contact TrynEx International, 531 Ajax Drive, Madison Heights, MI 48071, call 800-725-8377 or 248-586-3500, fax 248-586-3501, e-mail info@trynexfactory.com or visit www. trynexfactory.com.

Vermeer

Vermeer’s Mini Skid Steer Attachment LG42 Log Grapple attachment is designed to grasp, lift and move brush and logs with greater ease and efficiency in areas of restricted space, such as backyards. Designed for use with the Vermeer CTX50, S450TX, S725TX and S800TX mini skid steer models, the LG42 grapple attaches to a universal mounting plate that is secured by two pins, which makes it possible to connect the grapple and hydraulic hoses to the loader in less than a minute. The LG42 grapple attachment can grasp material up to 36 inches (90 cm) in diameter and measures 34 inches (86.4 cm) in length and is 42 inches (106.7 cm) wide. For more information on Vermeer products and services, visit www.vermeer.com. 34 | www.cedmag.com | Construction Equipment Distribution | July 2016

Winkle Industries

Winkle OptiMag® Lifting Magnets provide the industry’s highest lift-to-weight ratio with up to 14% weight savings over competitive models. Like all Winkle magnets, OptiMag® models are engineered for true 75% duty cycle performance, with consistent lift capacities shift after shift. Spec your OptiMag magnet with your choice of fabricated or cast steel cases, equipped with high impact-resistant manganese steel bottom plates and heavy-duty mechanical fittings. Standard OptiMag models are offered in sizes from 24” to 96” (0.61 m to 2.44 m) diameter, with custom sizes and voltages on request. Special-duty magnets are also available for mag-grapple and dropball applications.

Young Corporation

Introducing the new young “d” series of four tine scrap handling grapples specifically designed for new machine technology . This latest series grapple is new from top to bottom, yet preserves all of what makes young grapples the industry standard . Young leverages our product knowledge and extensive experience with machines and tools to offer our new generation of scrap handling grapples. We carefully select the best materials and components to exceptionally perform, to stand up to the daily extreme duty that is required for scrap processing, and to both minimize and ease maintenance. There is considerable cost to down time… you need an up time grapple. In material handling time and tonnage is money. You need an efficient tool that benefits your operation by getting the best possible payload per cycle. Please contact your local dealer or young corporation with any inquiries.

/JCBNA

@JCBNA

JCBNA | JCBNA.com

JCB’s Field-Proven Range of Heavy Equipment When it comes to choosing what brand of equipment to represent, why not choose the third largest manufacturer of construction equipment in the world? For over 70-years, JCB has been a leader in equipment innovation. The backhoe…we invented it. Telescopic handlers…..we pioneered them. With over 300 models of equipment to choose from, we’re sure to have the equipment your customers need, with the parts and service support in place to deliver what they want the most…uptime. JCB currently has dealer opportunities in select market areas across North America. To learn more about how you can put your best fleet forward visit JCBNA.com today.

Learn more about how to put your best fleet forward at JCBNA.com. 4188

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6/14/2016 9:48:38 AM

>> CUSTOMER CARE

CHRISTINE CORELLI

Here's how to deal with difficult customers and situations and -- better yet, how to

PREVENT THEM

ost equipment dealers know that difficult customers and situations “come with the territory.” When dealing with expensive transactions or equipment breakdowns, even the most mild-mannered customer may get upset. What is important is learning how to deal with these encounters and mitigating any negativity that may result. Whether you are dealing face-to-face or on the phone, these situations can be more than mere challenges. If you can’t handle them professionally, resolve the problems, and turn them into successful situations, your unhappy customers will switch over to your competitor. It’s that simple. Inevitably, these customers will tell others they were not satisfied with your service. The result will be an assault on your reputation – something no distributor can afford. It’s important to handle difficult customers and situations with the utmost professionalism. That requires shifting into the right mind-set and communicating with them in a confident, competent, and non-combative manner. As a start to the process, follow these guidelines to help you through a tough encounter: 1. Maintain your cool. There may be angry words, personal affronts, and highly charged emotions. This is the kind of situation where it is easy to lose your cool and become defensive – especially if the customer is being unreasonable. Stay cool. Let’s assume you are a service manager and you receive a call from a disgruntled customer’s mechanic who is trying to deal with an equipment problem. The mechanic is very challenging, but you remind yourself that he or she is not as technically proficient as you are. Therefore, you can be more sympathetic to his or her problem. Assume the “be cool” attitude. Be patient, (even if your service department is swamped!), stay calm and reassure them that you will help them solve the problem. Do not sound impatient or say anything to make it worse. Now is not the time to remind them that they shouldn’t have touched anything and that you had given them the proper maintenance procedure when you delivered the machine. Instead, be cool and start with a positive approach. Begin by asking a few questions and talking the customer through the problem, step by step. Reassure the customer along the way. If you can’t talk it through, get help to them as quickly as possible.

36 | www.cedmag.com | Construction Equipment Distribution | July 2016

2. Admit you are wrong. Take responsibility immediately if you or anyone in your company made the mistake. Even if there is some doubt, settle the problem some way. This is hard to do, since ultimately there is a financial responsibility. Nevertheless, own up to the situation. Hopefully, the financial burden will be light. At the very least, you will have saved a customer, and that will mean business in the future. Everyone can make a mistake – don’t make another one by turning off your customer. 3. Know what the customer wants. Generally, an angry person just wants to vent his or her anger. Usually that means taking the anger out on someone else – in this case, you. You will get the brunt of it, even if you are not to blame. Often, a customer will take it out on you even when the field tech did not respond fast enough or the new equipment purchase was not delivered when promised. Let them vent, be empathetic, then give them the reassurance that: ▶ You are concerned with their problem. ▶ You are capable of handling the situation. ▶ You understand their problem is urgent. ▶ They can expect a fast response. ▶ They are important to you. 4. Do not judge or correct. Never judge or correct a customer. If they are angry with you, refrain from making any statements that are judgmental or you may cause the customer to go on the defensive. Now is not the time to say, “Why didn’t you make sure you maintained the excavator properly?” or “Why didn’t you change the oil?” Apologize, empathize, and help them in every way possible. If you can solve the problem and send them out the door as a happy customer, then you have handled the situation well. In fact, studies show that deftly handling tough situations and solving problems with professionalism actually yields the opportunity to build stronger business relationships. 5. Apply “verbal cushions.” When a customer is angry, diffuse the situation by applying a communication technique taught by customer service trainers. These words and phrases “cushion” a customer’s complaint and will help you to service them more effectively. The verbal cushions below communicate a sense of concern, promote cooperation, and display empathy.

Memorize them so that you can apply them in challenging situations. ▶ “I apologize that this occurred, John.” ▶ “I can understand why you are upset.” ▶ “I’m very sorry this has happened to you.” ▶ “I apologize if there’s been a misunderstanding.” ▶ “I can understand why you would be unhappy.” ▶ “I understand your position.” ▶ “Thank you for bringing this to my attention.” ▶ “I agree with you completely. This is crucial to the job you’re doing.” ▶ “I recognize the urgency involved. Let me take care of this immediately.” 6. Calm out-of-control customers. When dealing with customers who use foul language and just won’t back down, steel yourself against the onslaught and stay calm. This is never easy, but stay cool and make statements such as: ▶ “Sir, I haven’t said or done anything to disrespect you in any way. May I ask the same of you and will you let me help you?” ▶ “Let’s work this out in a professional manner.” 7. Be proactive in problem prevention. Progressive dealers know that the best way to offset a situation with difficult customers is to be proactive in avoiding mistakes. Proactive complaint prevention is a strong part of their culture. Make sure your dealership has the appropriate, timely systems and procedures in place to avoid problems that can cause customers to become difficult. Dealing with difficult customers and preventing difficult situations involves a great deal more than this. For now, take these tips: Welcome complaints. How else will you know what needs to be fixed? Know where every part customers will need is located, and keep your warehouse in impeccable order. Have a team standing by with people who are trained to locate a part when you can’t find it in 30 minutes. Make sure every department and every employee serve each other exceptionally well. If they don’t, how can you provide the highest quality service to customers and develop a reputation for service excellence?

Check and double-check every sales, maintenance, and billing entry on every order, every day. Keep your customers and salespeople informed when a problem occurs. Ask for and obtain accountability from every employee to display a sense of urgency to serve. Don’t suggest the warranty unless you are sure it applies. Take ownership of any problem you receive. Don’t pass it on until you are sure the right person is handling it. Have product support managers get out and talk to customers face to face. Ask if they are happy. Visit smaller customers too. Don’t neglect customers who are not located near your dealership. They are important too. If you send a tech out and they will be more than 10 minutes late, make sure they call the customer to let them know. If a customer is waiting for important information and you are held up, call to let them know it’s on the front burner, and you will call them the moment you have the answer. Never make a promise you can’t keep. Ask complete questions, and paraphrase to reconfirm what customers want. Obtain complete contact information, machine locations, model, year, hours, etc. Communicate full, accurate information to internal and external customers. This is especially important when it involves overtime. Let them know up front. Don’t assume your staff knows how to handle difficult customers and situations. Provide training. Make sure parts and service managers receive training on leadership and employee motivation. Hold weekly meetings on Monday mornings with your service manager, parts manager, and branch manager to talk about the week before and discuss problems. Salespeople must understand how the service department functions. They should go back and observe and understand why they can get backed up for three days. They should also “sell” your product support departments. A Final Word Develop an obsession to consistently deliver the highest level of service to every customer, every day.

CHRISTINE CORELLI (www.christinespeaks.com) is the author of six business books. She is a conference speaker and workshop facilitator who has worked with numerous equipment manufacturers and dealers and has been a popular speaker at numerous AED events. Reach her at 847-477-7376. July 2016 | Construction Equipment Distribution | www.cedmag.com | 37

>> EMERGING LEADER

Young District Manager Follows in Family Footsteps A desire to work in the family business from an early age inspires Matt Cooper to excel. By Dayna Maeder District Manager Matt Cooper had his sights set on working at Cooper Equipment since he was a young boy. He has now worked almost every position in the company, and continues to work diligently to support his family’s business. “Being the third generation of the company, it is very important to me not to let all the hard work the previous two generations created and built be for nothing,” he says. “Keeping the Cooper name alive in the industry is what keeps me inspired.” Cooper, 28, is a graduate of Texas A&M University. After he finished college, he returned to the company that his family built. Before Cooper Equipment was founded, his great-grandfather was part owner in a roller manufacturing company. His grandfather started Cooper Equipment Co. in 1959 with E.D. Etnyre & Co., and his father is the current president of Cooper Equipment. The Cooper family has been helping to build America’s roads and highways for nearly 60 years. A proponent of leading by example, Cooper strives to excel in all the positions he’s had at Cooper Equipment, starting on the wash rack. “There isn’t a job at Cooper Equipment I am too proud to do, and I would roll up my sleeves and get dirty if that’s what was

required to get the job done,” he says. “They say you are your toughest critic, which in my case is very true. I’m still very new to the industry, in my opinion, and have much to learn. Hard work and honesty still mean a lot in this industry; stick with those principles and you’ll do just fine,” he says. Cooper Equipment is a member of Associated Equipment Distributors, which has been beneficial for its business model. It allows Cooper to meet and visit with their manufacturers – past, present and future – which, Cooper says, is crucial in an ever-changing industry. “Making that handshake, and putting a name to a face, still means a lot to those having to make any decisions regarding dealership changes,” he advises. “Also, keeping the relationship healthy by being able to have face-to-face interaction in a more relaxed environment.” Cooper goes on to say that dealer-to-dealer interaction is helpful for his business because they’re able to consult other dealers about industry-related issues and obtain insight into their approaches. Through AED,

38 | www.cedmag.com | Construction Equipment Distribution | July 2016

he says, these companies do not compete with each other as they work to solve industry problems. When Cooper isn’t busy with the family business, he enjoys hunting, fishing, racing and golf. He also likes all things automobile and motorcycle. Cooper Equipment has been expanding into new markets, and Cooper says they’ve been very fortunate over the past few years in that they’re able to attempt this new growth. “We will have the Austin location operational in the summer of ’16, with plans for a Dallas/Fort Worth store in the near future,” Cooper says. “We are very excited to have the ability to expand and hope the expansion doesn’t end there.” Cooper Equipment offers a variety of brands, including Bagela, Midland, Carlson, Broce Broom, Dynapac, Kawasaki, Etnyre, CPMG, Puckett Equipment and Dura Patcher. The company specializes in equipment for paving, chipseal, compaction, stabilizing, reclaiming, milling, crack filling, sweeping and road widening. They offer new and pre-owned sales, as well as rental services, and they also offer parts and services. For more information on Cooper Equipment and their new locations, visit www.cooperequip.com or call 800-238-8015.

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6/14/2016 9:57:51 AM

>> LABOR LAW

MAUREEN A. MURPHY

U.S. Department of Labor Issues New Overtime Rule How will these changes affect your dealership?

Here’s a look at two recent rules from the U.S. Department of Labor and what they could mean for you.

On Wednesday, May 18, 2016, the U.S. Department of Labor issued its Final Rule regarding the salary level requirement for purposes of determining whether an employee is entitled to overtime compensation, even if that employee is considered an exempt employee by his/her employer. The Department of Labor’s Final Rule increases the salary level from $455/week to $913/week and $23,660/year to $47,476/year. This new rule takes effect on December 1, 2016, and will be updated every three years thereafter. The Fair Labor Standards Act (FLSA) requires that certain employees, commonly referred to as “non-exempt” employees, who actually work more than 40 hours per week, be paid time-and-a-half for the excess hours worked. An employer’s executive, administrative, professional, outside sales, and computer employees are generally considered “exempt” employees and are not subject to the overtime requirements. However, in order to be considered exempt from the overtime requirements, an exempt employee must also earn a certain salary level – if an exempt employee earns less than that amount, the employee, subject to some exceptions, is considered a non-exempt employee and must be paid time-and-a-half for all hours over 40 actually worked per week. Pursuant to the new Final Rule, this salary level will now be $47,476 per year. The Final Rule also increases the salary level for a “highly compensated employee” to $134,004. For purposes of determining whether an employee earns at least $47,476 per year, nondiscretionary bonuses, incentives and commissions can count toward up to 10 percent of the required salary level, as long as employers pay those amounts at least quarterly. The new salary level does not apply to certain limited categories of employees, including outside salespersons, bona fide teachers and academic administrative personnel. This means that these groups of employees continue to be considered exempt employees even if their salary does not exceed $47,476/year. Bona fide teachers are employees 1) whose primary duty is to teach, tutor, instruct or lecture and 2) are employed and engaged in these primary duties in an educational establishment.

40 | www.cedmag.com | Construction Equipment Distribution | July 2016

An educational establishment is defined as an elementary or secondary school system, an institution of higher education or other educational institution. Preschool and kindergarten teachers can qualify as bona fide teachers if they are employed by an institution that qualifies as a school. Academic administrative personnel include school superintendents, principals and vice-principals, college and university department heads, academic counselors and advisors, and employees with similar academic-related responsibilities. Employees in educational institutions who perform nonacademic-related duties, such as work relating to general business operations, facilities management, and work relating to the health of students and staff, are not considered academic administrative personnel. These employees, in order to be considered exempt, must meet the definition of an executive, administrative or professional employee and must also earn more than $47,476/year. The Department of Labor’s Final Rule does not change the basic “duties” test for determining whether an employee is an exempt or non-exempt employee. Under the new Final Rule, an employee is not an exempt employee simply because he/she receives a salary and that salary is $47,476 or above. A salaried employee who meets this salary level is still considered a non-exempt employee, subject to the overtime rules, if the employee is not a professional, executive, administrative, outside sales or skilled professional computer employee, such as a computer systems analyst, programmer or software engineer. The Department of Labor has developed specific tests for determining whether an employee qualifies as an executive, administrative, professional or eligible computer employee. Finally, some nonprofit organizations may not be required to comply with the FLSA, depending upon the nature of their activities; however, whether or not a particular nonprofit can claim an exclusion from the FLSA and the new Final Rule must be determined on a case-by-case basis. We expect you will have many questions regarding how the new Final Rule impacts your workplace. Please contact Maureen A. Murphy at (312) 506-4475 or mmurphy@koponairdo.com.

New Department Of Labor Overtime Rule On Wednesday, May 18, 2016, the U.S. Department of Labor issued its Final Rule regarding the salary that an employee must earn for purposes of determining whether the employee is entitled to overtime compensation, even if that employee is considered an exempt employee by his/ her employer. The Department of Labor’s Final Rule increases the salary level from $455/week to $913/week and $23,660/year to $47,476/year. This new rule takes effect on December 1, 2016 and will be updated every three years effective January 1, 2020. The Fair Labor Standards Act (“FLSA”) requires that certain employees, commonly referred to as “non-exempt” employees, who actually work more than 40 hours per week be paid time-and-a-half for the excess hours worked. An employer’s executive, administrative, professional and outside sales employees are generally considered “exempt” employees and are not subject to the overtime requirements. However, in order to be considered exempt from the overtime requirements, most exempt employees must also earn a certain minimum salary--if the exempt employee earns less than that amount, the employee is considered a non-exempt employee and must be paid time-and-a-half for all hours over 40 actually worked per week. Pursuant to the new Final Rule, this minimum salary will now be $47,476 per year. For

purposes of determining whether an employee earns at least $47,476 per year, nondiscretionary bonuses, incentives and commissions can count towards up to 10% of the required salary level, as long as employers pay those amounts at least quarterly. The new salary level does not apply to certain categories of employees, including outside salespersons. This means that outside salespersons continue to be considered exempt employees even if their salary does not exceed $47,476/year. To qualify as an outside salesperson, the employee must regularly and consistently work off-site and must have as his/her primary duty the responsibility for making sales or securing orders for services or the use of facilities. The Final Rule also increases the salary level for a “highly compensated employee” to $134,004. Highly compensated employees are exempt from the overtime requirements if they meet the following requirements: 1) They must receive at least $47,476/year on a salary or fee basis while the balance of the annual salary amount can be made up from commissions, nondiscretionary bonuses, and other nondiscretionary compensation (but excludes the value of fringe benefits); 2) They must qualify as an executive, administrative or professional employee; and 3) They must perform as their primary duties office or non-manual work.

The Department of Labor’s Final Rule does not change the basic “duties” test for determining whether an employee is an exempt or non-exempt employee. Under the new Final Rule, an employee is not an exempt employee simply because he/ she receives a salary and that salary is $47,476 or above. A salaried employee who meets this salary level is still considered a non-exempt employee, subject to the overtime rules, if the employee is not an executive, administrative or professional employee. The Department of Labor has developed specific tests for determining whether an employee qualifies as an executive, administrative or professional employee and these “duties tests” did not change with the new overtime rule. Consequently, the following tests still apply to determine whether someone’s duties constitute executive, administrative or professional duties: ▶ An executive employee must have as his/her primary duty the management of at least a subdivision of an enterprise which includes the supervision of at least two employees and the authority to make hiring and firing decisions; ▶ An administrative employee must have as his/her primary duty office or non-manual work directly related to the operations of the employer or its customers and must have the responsibility to exercise discretion and independent judgment with respect to significant business matters; and ▶ A professional employee must have as his/her primary duty work requiring specialized knowledge acquired through prolonged education and the work must require the consistent exercise of discretion and judgment. Skilled computer employees--computer systems analysts, programmers and software engineers--are considered professional employees. We expect you will have many questions regarding how the new Final Rule impacts your workplace. Please contact us so that we can assist you in determining 1) to what extent the FLSA and the new Final Rule apply to your organization and 2) how to ensure that all of your employees are properly categorized as exempt or non-exempt employees.

MAUREEN A. MURPHY is an attorney with Kopon Airdo LLC, which practices in the area of complex civil litigation including commercial litigation, employment law, university and college law, products liability, construction law, insurance coverage and tort litigation. The firm represents a diverse group of not-for-profit and commercial organizations. July 2016 | Construction Equipment Distribution | www.cedmag.com | 41

Retired General Shares Passion For Great Leadership 2016 Financial/HR Symposium speaker, author, Hurricane Katrina hero outlines ‘three points of leadership.’ By Dayna Maeder Lt. Gen. Russel Honoré, US Army Ret., boasts nearly 40 years of military experience, is a senior scientist with the Gallup Organization, has written two books and is working on a third, and helped saved New Orleans by taking charge of military relief efforts in the wake of Hurricane Katrina. Honoré is chairman of the Louisiana Bicentennial Commission, a board member with the Louisiana Disaster Recovery Foundation and a member of the National Academy of Public Administration. He is the author of Survival: How a Culture of Preparedness Can Save You and Your Family from Disasters and Leadership in the New Normal, which details how to be an effective leader in the 21st century. Armed with an impressive resume and inspired by innovation, Honoré, 68, has added ‘motivational speaker’ to his list of accomplishments. He enjoys investing in leaders to impart his passion about working for people and inspiring them to do what they think they can’t do. “I was inspired along the way by people who were able to take complex things and make them relevant and understandable. I won’t say ‘simple,’ because that would be an understatement,” he said. “Over the years, much of my success was expected of them, and give them the resources to get it done.” Honoré said he gives people the vision, but not how to accomplish it — though, if asked, he will give his opinion on one way to tackle the issue. “I’m always impressed and inspired by people who find new ways to do things,” he said. Also an adjunct professor at Emory University, independent director of Crawford & Company, chairman of the board for La Bicentennial Commission, and a member on the Louisiana Disaster Recovery Foundation board, Honoré is no stranger to navigating the deep and sometimes tumultuous waters of leadership. “There are three points of leadership,” Honoré said. “Do routine things well, don’t be afraid to do the impossible, and don’t be afraid to ask.” Honoré explained that, if a leader does not make it a habit to do mundane tasks to the best of their ability, that person will have a ‘very miserable life.’ As for being unafraid to do the impossible, he said to visualize different ways to solve issues, such as how to bring electricity to the nearly seven billion people in the world who are without. “These problems aren’t stationary,” Honoré said. “They’re getting bigger. The global population is growing. We need to inspire innovation. Create an ‘impossible list’ and solve the problems.” Finally, he says not to be afraid to ask questions, even in the midst of criticism. Honoré says that, when leaders try to shake up organizations or clean up in house, others can be reluctant to change. “If you want to be a better leader, just by working these three things in your space, with your people and with your family, you’re going to be more effective,” he said. Honoré believes that the most important aspect in any company is its people. “When I visit on a consulting job, and the CEO talks about the company’s great equipment, fast production and new programs, I start making notes that the most important aspect of the company is the people,” he said. “Without them, that won’t happen. Literally, human interface makes whatever you’re doing viable and sustainable.” His motto of, ‘if you want them, train them,’ applies to the technician drought issue that the heavy equipment industry is currently 42 | www.cedmag.com | Construction Equipment Distribution | July 2016

Above, Lt. Gen. Russel Honoré and AED President and CEO Brian P. McGuire; below, Gen. Honoré leads an AED session.

facing. “You have to invest in human capital; that’s not an option,” Honoré said. “Our culture in the United States is very innovative and accepts new ideas. We have enough companies and leaders along the way that have embraced change and technology. Now, how do we pull those together in the human experience?” Honoré continues by saying that loyalty is created over time by reinvesting in, and retaining, people. He says to keep things in balance, leaders must embrace technology, ensure they have ideas to make them more effective and move forward through change. “Don’t worry about being popular. Be performance oriented,” Honoré said. “The future is about optimizing technology that will help us be more effective.”

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>> DEALER DIFFERENTIATION

MICHAEL IRVIN

Achieving Dealer Differentiation in a Crowded Field

n a commodity market, how does a heavy equipment dealer The unit would need to have a modem in order to facilitate data differentiate itself from its competition? Margins are far too transfers and cellular connectivity, while having Bluetooth functiontight to rely solely on price concessions. Massive inventory levels take ality to further extend its connectivity and eliminate the reliance on a huge bite out of operating capital. For a dealership with a footprint cumbersome cables. The addition of WiFi connectivity would allow covering Wyoming, Colorado, New Mexico, and Texas, flexibility the operator to access the internet and serve as a wireless hotspot for and compassion go a long way toward distinguishing 4 Rivers authorized users. Without exception, access to network RTK correcEquipment in the eyes of their customer base. tions was a must to enable the operators to achieve the precision The success of 4 Rivers Equipment, in large part, has relied on they demand. With all of this to consider, peace of mind remained a having the flexibility to go above and beyond to meet a customer’s key attribute, meaning that ease of use and simplicity in design was needs. It boils down to the desire to provide “peace of mind” for their essential. A daunting combination for any one device to deliver on. customers. Their search led them to a modem manufacturer headquartered This is especially true in the technical realm of precision guidance in Boulder, Colorado, named Intuicom Inc. While there was an and machine control. Being able to satisfy the expectations of the assortment of manufacturers with competing products, Intuicom customer might require the flexibility was the only one that had incorporated a to support the guidance system they are radio into their modem. The product was most comfortable with, versus the one that known as the RTK Bridge®-C. In this competitive comes with your main line of equipment. “When we were first introduced to market, saving your “Our customers have enough challenges Intuicom and their RTK Bridge-C, it was without having to deal with another customers both time and unique in the fact that it combined cellular learning curve,” explains Mike Byrd, connectivity with radio connectivity,” money while delivering technology specialist for 4 Rivers Equiprecalls Byrd. “Now we could leverage ment. “They come to us comfortable with one modem and one subscription to the on or exceeding their their equipment and their software. Being reference network. We did not have to buy expectations are key supported in their specific environment is multiple modems for each piece of equipa big thing for our customers. It’s a huge ment. The RTK Bridge-C could serve as a to long-term, mutually selling point for us as well.” total station while spitting out radio data at beneficial relationships Fourteen locations strong, 4 Rivers the same time. That was great! Nobody else Equipment is both a John Deere Agriculhad that capability.” – something that Mike tural dealer and a John Deere ConstrucSubsequently, Intuicom released the Byrd and 4 Rivers tion and Forestry dealer. With such divernewest, most advanced member of the RTK sity comes an equally diverse customer Bridge® family, the RTK Bridge®-X. Now, Equipment have base, and therein lie the challenges. in addition to its industry-leading cellular demonstrated their “One of our larger customers is a and radio connectivity, the device is able to contractor that specializes in roller address all the characteristics that 4 Rivers ability to achieve, time compacted dams,” says Byrd. “Right now Equipment initially sought. While continuafter time. they have 22 projects underway on three ing to deliver robust RTK corrections, the continents. With so many employees on RTK Bridge-X provides both WiFi connecso many different sites, it gets confusing tivity and internet access. Along with when they have Leica on one site, Trimble on another, and Topcon remote accessibility and the greatest compatibility available from any on yet another. In the past, they have addressed this issue by manufacturer, the RTK Bridge-X soon took 4 Rivers Equipment’s purchasing multiple base stations, but that is a very costly approach, productivity in the field to a new level. no matter how you look at it.” “We actually installed the RTK Bridge-X in a job site trailer in As Byrd further explained, this contractor’s fleet is comprised remote Wyoming,” explains Byrd. “We had a Trimble radio, as of multiple brands of equipment. When GPS machine control is well as a Topcon radio, connected to the back of the RTK Bridge-X, required, the challenge is supporting multiple systems operating which had a UHF radio built in to support the surveyors on site. We concurrently. The objective of 4 Rivers Equipment has been to unify then leveraged the Bridge’s Bluetooth functionality to transmit the their efforts, where a single device or base station can talk with base corrections to the Bridge and send out RTK corrections to all everything they have on the job site—from their spread spectrum the various machines and products on that job site – this included radios to the UHF gear their surveyors use – a task not for the faint equipment with Topcon guidance systems and other equipment of heart. with Trimble guidance systems. Having a single device capable of In order to achieve the unifying objective that 4 Rivers Equipment providing that level of compatibility with competing technologies is envisioned, they were looking for a device that could broadcast at unheard of – that is, until the RTK Bridge-X.” both 900 MHz, for machine control precision guidance systems, and Yet it wasn’t the ability of the RTK Bridge-X to integrate all these UHF, to accommodate survey crews and related reference stations. disparate systems under a single source of corrections that made an

44 | www.cedmag.com | Construction Equipment Distribution | July 2016

impact with the site superintendent. It actually proved to be the ability to leverage the device’s cellular connection to access the internet – to check or send emails, transfer files, connect to Cloud services, and the like. “I walked into the trailer early one morning to find the superintendent so upset he was throwing chairs all over the place,” recalls Byrd. “He said that their server had gone down and he had to send out some urgent reports but he didn’t have the ability to do so. He was furious! I told him to simply log in to the Bridge-X to access the internet and send out his emails out that way. I’ve never seen a man change his mood so fast. After that he was the happiest guy in the world.” That same functionality further demonstrated its value at a recent sales conference hosted by 4 Rivers Equipment. Representatives were there from all their construction and forestry branches, as well as the company’s general manager. The event, held at a destination resort in Santa Fe, offered every conceivable service—at a price—including WiFi connectivity in the conference center. While the option was there to pay the hefty fee asked for by the resort, Mike Byrd offered an alternative—the Bridge-X. “We all used the Bridge to access the internet for our presentations,” says Byrd. “It was great, and it saved us a bunch of money. That fact alone made our GM happy.

There are so many things that you can do with this thing. It’s just amazing!” But the real value that dealers are experiencing with the RTK Bridge-X is its flexibility—a fact not lost on their customers, either. “Which really takes the load off their shoulders, because there might be a time when they’re in a state doing a job and they need to rent a couple of excavators, a blade, and a dozer, and they want machine control on all of that,” comments Byrd. “The local dealer may only have, let’s say, Topcon equipment, and they have all Trimble equipment. With the Bridge-X, they go ahead and rent it and still run both pieces of equipment off the Bridge and don’t have to worry about trying to find a Trimble dealer and be brand-specific.” The flexibility of this unique device can be quite effective when a dealer is in a competitive environment. As Byrd explains, “I see it as a selling point. We’re able to take the Bridge and go to a customer that we’re trying to win over against our competitor.” As Byrd further elaborates

to his prospects, “‘We’re going to run off your base, and all you have to do is plug this device in the back of your base so we can demonstrate the capabilities of our equipment. You still run the same software, the same guidance system, but you can do so on our equipment.’ That has proved to provide a huge benefit for a customer: It gives them that peace of mind that they don’t have to abandon what they have already invested in and learn a new system.” The flexibility and functionality of the RTK Bridge-X is one that grows as users become more accustomed to using it. Customers are finding that it is a cost-effective alternative to purchasing additional base stations and rovers. “I have a customer in Colorado Springs that we previously sold a base and rover to,” says Byrd. “They need to be on two different projects at the same time. How are they going to do that? In fact, their job sites are only three miles away from each other.” What Byrd suggested to his customer was to consider

purchasing two Bridges and a subscription to one of the cellular networks available to them. His proposal called for connecting one Bridge-X to the contractor’s existing base station on one job site, and setting up the second Bridge-X on the other job site to receive corrections obtained from the single base station. Corrections could be transmitted via cellular over the three miles that separated the sites, enabling the customer to leverage base corrections in two distinct locations without having to make the costly investment in a second base station. As Byrd summarizes, “They’re loving this suggestion because they spent less than half the cost on two Bridges, rather than buying another base and rover.” In this competitive market, saving your customers both time and money while delivering on or exceeding their expectations are key to long-term, mutually beneficial relationships – something that Mike Byrd and 4 Rivers Equipment have demonstrated their ability to achieve, time after time.

MICHAEL IRVIN is Intuicom’s director of marketing. He is the author of numerous articles showcasing the accomplishments of individuals and organizations that have leveraged technology to overcome the challenges that they, and their customers, face. These articles have been published in educational journals, industry publications, newspapers and online forums around the world. July 2016 | Construction Equipment Distribution | www.cedmag.com | 45

Vermeer Canada Engages Policymakers to

CREATE CHANGE

By Dayna Maeder As Vermeer Canada prepared for its grand opening at Brampton East in April, VP of Operations for Eastern Canada, Craig Drury, reached out to both local and federal policymakers with invitations to attend the festivities and tour the facility. Federal MP Raj Grewal and local Provincial MPP Gila Martow answered his request and attended the event. Since the visit, Grewal has offered to help with Vermeer Canada’s causes and also with AED’s Ottawa Briefing on Oct. 27. Drury said Grewal is engaged in the very things that Vermeer Canada is fighting for, from a skilled workforce to hours of regulation for its drivers. “What struck me, frankly, is that he is just a guy,” Drury said of Grewal. “We think of politicians as people in the news, but they are genuinely interested in what we do and how they can help.” Drury credits AED with encouraging Vermeer Canada to engage in political life to drive its message, and he was pleased that Grewal made time for the open house. Drury said he came alone, with no entourage, cameras or media, and was interested in the business and the people who comprise it. “We walked around and gave him a show of what was happening,” Drury said of their renovations, which cost more than $1.5 million. “He asked if there are any problems, and we engaged him in the things we’re fighting.” Grewal understood the issues that the heavy equipment field is facing and what the key players in this industry are wrestling with. Drury said that many politicians genuinely want to do a good job, and need to know what they can do to help. “It’s a very basic, fundamental idea of getting to know each other, working together and solving some of the problems,” Drury said. “We can drive our agendas if we engage with these people and build relationships with them.” There are essentially three main issues — two strategic and one tactical — that Drury presented to Grewal during the visit that are going to be reviewed and tackled through continued meetings and efforts on both sides. First, Vermeer Canada desires skilled workforce development that is driven into the local colleges, as there are not enough students coming through who want to be heavy equipment mechanics. Infrastructure spending to drive equipment purchases 46 | www.cedmag.com | Construction Equipment Distribution | July 2016

is the second strategic issue. The tactical issue is the ongoing struggle of hours of service for drivers. There is a hard limit of 12 to 13 hours a day in which operators can run their vehicles, but this rule applies to the sales force as well as line haul truckers. These salespeople are not only dealing with the time constraints, but are saddled with administrative work, including keeping detailed log books. “Politicians don’t know about these issues because they’re not

in the thick of it; we’ve got to bring it to their attention,” Drury said. “Then, they engage their policy writers and hopefully get things changed to make it better for us.” He’s quick to point out that, although not all politicians are willing to help, most are — and industry leaders should pay attention to that. Drury is also engaging Patrick Brown, leader of the Provincial conservatives, to help with these policy changes on a local level. Although Brown wasn’t able to attend the grand opening at Brampton East, he sent Martow in his stead. When asked what inspires him to work diligently on policy changes in this industry, Drury, who comes from a farm and has a history of selling John Deere, said he just loves the equipment. “I am interested in the application part of the business, how customers make money on a fundamental level, so we can find solutions for them,” he said. “That’s the part that drives me — developing a strategy with our company to fulfill the needs of those customers.” AED’s Ottawa briefing coming up October 27 is a great way for Canadian industry leaders to assist in implementing policy changes, discussing needs and issues, and networking with other key players.

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4/13/2016 9:28:08 AM

David Wallace, left, and Greg Davidson, right, pose with a few of Brandt’s Fort McMurray Parts and Service employees.

AED Members Go The Distance As Wildfires Rage AED-affiliated companies jump in and help by providing manpower and cash donations. By Dayna Maeder Destruction and devastation are two words on the tip of every tongue in Fort McMurray as the residents examine the damage left by the massive fire that began May 3 and forced nearly 90,000 people out of their homes and city. Heavy machinery companies like Brandt Tractor immediately sprang into action to help with ongoing fire relief efforts in the form of manpower and donations. Greg Davidson, Brandt Tractor Ltd.’s VP of Operations for Northern Alberta, recalls the efforts of his team to help local residents. “It was a very harrowing experience for our employees – it was absolutely terrifying for those who had to evacuate,” he said. “It all happened so quickly. People were leaving the dealership, trying to get back to their houses to grab a few personal belongings, and by the time they’re pulling out of their subdivision, it’s just ablaze.” Davidson said nine employees lost their homes, including service manager Gord Horwood, and other employees took refuge in the homes of coworkers, friends and relatives. Davidson himself took in branch manager David Wallace, his wife and their grandson – and fortunately, Wallace’s home is still standing. More than 20 people on the Brandt Edmonton team offered temporary accommodations to people, dogs and horses. Once Davidson and his team were able to confirm everyone was safe, they then focused their efforts on emergency support for the fire.. The Brandt Tractor Ltd. product support sales manager used JDLink to determine which machines were working on the fire

Gord Horwood, Brandt’s service manager, lost his house in the fire. His home and car were ravaged, but fortunately his wife’s horse was rescued by a neighbor.

line and to whom they belonged. Then, the customer support advisers, working remotely out of the Edmonton branch, coordinated support efforts. Even with no power, computers or lights at the Fort McMurray branch, the Brandt 24/7 call center was able to direct the partsman, Taylor Scott, to each item in inventory to manually provide parts to its customers. The field service foreman, Scott Bazylewski, worked out of Edmonton to give direction to those on the front line, and a daily parts run from Edmonton, nearly five hours south, helped with replenishment. Sales representative Paul Ayearst, whose house burned down, was a first responder even in the midst of his own personal tragedy, and field service technician Chris Robichaud was there to assist as well. Some employees slept in the branch on air mattresses and sleeping bags, going above and beyond to support their customers, coworkers and city. Davidson said newly appointed COO Don Switzer’s strategic initiatives and leadership was invaluable. “I couldn’t have been prouder of our whole team, who all really wanted to do whatever they could, regardless

48 | www.cedmag.com | Construction Equipment Distribution | July 2016

David Wallace, Greg Davidson, Red Cross VP Shawn Feely and John Deere Territory Manager AB/BC Chris Lambert pose with a $150,000 check to assist with fighting the Alberta fire.

of sacrifices they had to make,” he said. Within a week of the evacuation, Brandt and John Deere combined presented a $150,000 donation to the Red Cross. Additionally, Finning Canada, another heavy machinery business in the area, provided relief efforts and offered donations to the Red Cross. “With 850 employees in the oil sands region, our priority over the first 72 hours was ensuring the safety and well-being of our employees and their families,” said Juan Carlos Villegas, president of Finning Canada and COO of Finning International Inc. “We have been overwhelmed by the outpouring of support from across the entire Finning organization for our fellow employees and their families who have been displaced by the devastating fires.” In addition to the support provided by employees, Finning donated $25,000 to the Red Cross to support immediate needs and $75,000 to support the future recovery and rebuild efforts, according to the company’s press release.

How to improve your manager skills to the

next level! October 16-18, 2016

January 8-10, 2017

April 3-5, 2017

Time: Sunday 4:00 pm Tuesday, 4:30 pm

Introducing New Management Development Institute Specifically for Professionals within the Construction Equipment Industry

Strategies for Success — What will you Learn? Key program highlights

The AED Management Development Institute (MDI) offers the opportunity for both new and experienced managers to strengthen core leadership abilities, deepen functional knowledge, and explore the strategic connections across lines of business. Learning sessions are facilitated by expert leadership development professionals and business instructors, with successful executives from across the association participating as keynote speakers. Participants gain from applying the insights from a battery of psychological assessments, and leadership coaching between sessions.

and Finance - learn from industry representatives who are prominent dealer executives.

For more information, please contact Rebecca Lintow at rlintow@aednet.org or 630-468-5113.

• Key synergies between Sales, Service, Parts, Rentals, HR

• Self-awareness and insights from a battery of assessments, including AED’s Management Excellence 360-Feeback Assessment — discover yourself from every angle within the industry. • Methods for developing Emotional Intelligence • One-on-one coaching by an industry professional throughout the program — each student will meet in person with their coach throughout the sessions and then meet monthly by phone. Your coach provides guidance on applying what you learn and using your skills.

NEW! AED’s Management Development Institute — view more details at bit.ly/aedmgmt

>> STATE AWARENESS

TOM EGGUM

Are You Aware Of The Issues With Aging Infrastructure? MN2050 dives into the issues with Minnesota’s infrastructure.

If we don’t invest in our infrastructure more wisely, in a more timely way, our economy will suffer, quality of life will degrade and basic public safety will deteriorate.

The growing Minnesota problem: Much like people, pipes and pavements get old and creaky. Unlike people, however, pipes and pavements are not given the preventive care and remedies that can extend useful life and keep them “healthy” as they age. Minnesota has an aging infrastructure problem—probably very much like that of the 49 other states. Utility pipes are buried. Most of our street structure is also beneath the surface, hidden. It’s all easy to ignore. A typical citizen is not interested as long as it works. And when pavement fails, short-term fixes like pothole patching seem adequate . . . for a bit. The public is unaware and therefore seems unconcerned about this neglect. Many elected officials do know better, but they aren’t being pestered by their constituents about infrastructure like they are about other big problems and perceived priorities. This neglect, if uncorrected, will have strong negative ramifications for Minnesota. If we don’t invest in our infrastructure more wisely, in a more timely way, our economy will suffer, quality of life will degrade and basic public

safety will deteriorate. What can be done? We probably can’t afford to do all that is needed to “fix” infrastructure in the short run. But if we don’t address this growing problem now, we will have bigger problems and an even higher bill later. Or our kids will. Minnesota’s attempt at solution: In 2008, Larry Frevert, the national president of the American Public Works Association, visited the Minnesota chapter (APWA-MN). He challenged the group to take on infrastructure investment neglect. He suggested creating a state program along the lines of America 2050, a national organization focused on improving economic development and quality of life. That year, Dan Gage, vice president of McQueen Equipment, was president of the Minnesota chapter. Dan and APWA-MN accepted the challenge and initiated MN2050. Dan led MN2050 as chair, organizing the group and expanding it. He continues in the lead role. Other professional associations were invited to become active partners, and 17 groups involved in public works and infrastructure joined. This included the Minnesota and the

The Mendota Bridge, spanning the Mississippi RIver near the Twin Cities, is undergoing deck and pavement repair through November. 50 | www.cedmag.com | Construction Equipment Distribution | July 2016

Duluth sections of the American Society of Civil Engineers (ASCE), the City Engineers Association of Minnesota (CEAM) and the Minnesota Department of Transportation (MnDOT) (See figure 1). MN2050 emphasizes public education: make citizens aware of the investment neglect and the consequences if not changed. Hopefully, informed citizens will demand action from their elected officials. The initiative highlights five types of common public infrastructure: roads and bridges; water, wastewater and stormwater; aviation; ports and waterways; and freight and passenger rail. A three-piece approach was planned: Phase 1. Problems and the risks involved are documented; Phase 2. The concerns are communicated via understandable media messages; and Phase 3. Professional members of the partner organizations will engage the public to get the message across. Progress: Volunteers from the partner groups were organized into committees documenting what might happen if the five infrastructure areas remain neglected. That information is available on a website

created with the support of local consultants: mn2050.org. Consultant and vendor sponsors donated over $125,000 to fund a series of videos created for MN2050 by Twin Cities public television (TPT). TPT also led MN2050 into involvement with the Minnesota STEM program to encourage children’s interest in engineering and infrastructure. Last year MN2050, with support from MnDOT’s Office of State Aid and Wilder Research, conducted the first-ever statewide survey of asset management practices in Minnesota cities, counties and state agencies. So far, this has resulted in shared knowledge about tools and systems available and may next lead to adoption of consistent best practices. The ultimate goal is the minimization of life cycle costs. Minnesota 2050 is also a key supporter of a cooperative research initiative of the State Auditor’s Office and the University of Minnesota that will create interactive service life maps for city infrastructure in Minnesota. This project is presently in its early stage.

Currently, Minnesota 2050 and APWA-MN is considering a bold initiative to get partners’ members involved in directly engaging the public in various venues, including local political caucuses. As proposed, it would start this year and continue for the next several years. This would be a huge challenge because of its expense and because of the difficulty of getting professionals to “mix it up” publicly in order to influence policy making at the grassroots level. Virtually all of the efforts have been accomplished by volunteers. Now that the foundational work has been done, what remains is the difficult outreach and engagement. Bottom line: Will Minnesota fix its infrastructure? That is the question. MN2050 volunteers are convinced the answer must be “yes.” Through MN2050, the state’s professionals have taken a unique approach. The new political involvement initiative may work, but it is uncharted territory for public works professionals. If successful, MN2050 could provide a guiding template for other states.

Tom Eggum, a civil engineer, retired director of public works/city engineer for St. Paul, Minnesota, and retired senior consultant with TKDA, is a member of the MN2050 steering committee. July 2016 | Construction Equipment Distribution | www.cedmag.com | 51

>> DEALER >> DEALERDEVELOPMENT DEVELOPMENT

AED Accredits CAT ThinkBIG Dealer Service Technology Program at Portland Community College, Portland, OR By Steve Johnson The AED Foundation congratulates faculty and staff at Portland Community College on receiving AED Accreditation of the CAT ThinkBIG Service Technology Program. We greatly appreciate their commitment to excellence in diesel-equipment technology education. AED accreditation means that college and post-secondary diesel-heavy equipment technology programs have met rigorous technical academic program standards that are defined and regularly updated by the equipment industry with representation from dealers, manufacturers and technical colleges. This means that the programs are fully aligned with industry needs, which is important to employers hiring new entry-level technicians. AED accreditation is truly “of the industry, for the industry.” Ish Rivas, faculty department chair, provided comments on the importance of and benefits to the college and his department. “It is one thing to say that you have a high quality program as an instructor, and hopefully all instructors feel that way about their programs. But as programs grow and instructors become seasoned it is easy to rely on past successes and become complacent. It can be very beneficial to reassess your program and look into your strengths and weaknesses.” Said Rivas, “AED accreditation allows us to have an outside body confirm that we are keeping up with industry standards and help us look at our program without our bias. We see this as a feather in our cap and are appreciative of The AED Foundation for the work they do to further excellence in our industry.” This CAT ThinkBIG program is a partnership between Portland Community College and CAT dealerships in the Northwest. It is an industry-specific two-year associate’s degree program with required on-the-job training/internships at sponsoring Caterpillar dealerships. It is designed to prepare individuals to become qualified Caterpillar service technicians. Students learn how to work on many types of Caterpillar equipment, including agricultural, construction, forestry and earthmoving equipment. The Dealer Service Technology program combines technical and academic education with real-world experience through paid on-the-job training. Again, we congratulate the faculty for their commitment to their students and leadership in heavy equipment technology education. The AED Foundation is proud of its affiliation with outstanding diesel-equipment technology programs at Portland Community College and many other career and technical colleges via AED Accreditation. If you are wondering where your next generation of qualified equipment technicians will come from, and are interested in working with your local technical college, contact Steve Johnson at The AED Foundation for more information. Participating CAT dealers are located across the Northwest with stores and services in Alaska, Idaho, Montana, North Dakota, Oregon, Washington, and Wyoming. To learn more about the Caterpillar ThinkBIG Service Technician program at Portland Community College, contact: 52 | www.cedmag.com | Construction Equipment Distribution | July 2016

CAT ThinkBIG Service Technician Program Faculty: Ishmael D. Rivas, Sander Torgeson, Jesse Norconk

Mr. Ishmael Rivas, Faculty Department Chair, CAT ThinkBIG Dealer Service Technology, 17705 NW Springville Road, Portland, OR 97229 You can reach him at (971) 722-7465 or by email at ish.rivas@pcc.edu.

Attachments can make your machine more valuable. Allied offers a wide assortment of attachments to fit all of your makes and models of excavator, loader/backhoe, mini-excavator, skid-steer or compact track loader machines. Allied has become attached to your machines. Allied’s construction and demolition attachments are productive and dependable. State-of-the-art technology. Full product line. Competitive price and performance. Allied offers innovative, problem-solving capabilities. Commitment to product availability. Superior product support. Strong Distributor network. Most of all Allied meets and exceeds customer performance expectations. To put a high performance Allied attachment on your machine, call us at 1-800-321-1046 or visit AlliedCP.com for the name of a Distributor nearest you. We’ve become attached to your machines.

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>> CONTROLLING EXPENSES REX COLLINS, CPA, CVA

Controlling Dealership Expenses Few deaerships develop, implement cost controls.

There are many things that even the smallest dealer can do to control and reduce expenses.

Controlling the purchasing process at your dealership can produce cost savings of 25% or more. Large dealerships have a built-in advantage over smaller dealers. By spreading costs among locations, they can reduce per location expenses to about a third of a standalone dealership. This is one of the primary drivers behind the recent wave of dealer acquisitions. But there are many things that even the smallest dealer can do to control and reduce expenses. The problem is that few dealerships implement cost controls. Fewer than 5 percent have a controlled purchasing process and quantifiable cost reduction objectives in place. Most don’t audit suppliers’ bills, even though auditing can produce cost savings of 25 percent or more by eliminating “creep,” prices that slide upwards from approved quotes. One key to reducing costs is reducing the number of vendors you deal with. It is not atypical for a single point dealer to use 400 or more vendors, and few of those contracts are actively managed; agreements renew automatically with built-in cost increases, so-called “escalator clauses,” that go unchecked. The objective should be a decrease in vendors by 35 percent, the vendors that remain being not necessarily the cheapest, but those that provide the most value for your dollar. A reduced number of vendors and the accompanying decrease in chaos will lead to an increase in productivity, net income and funds available for bonuses. Here are some action items, steps you can take toward reducing suppliers en route to an effective expense reduction program: ▶ Meet with your management team to get them onboard. Establish a hands-off list of non-negotiable relationships. ▶ Update your purchasing policy and ensure that all staff understand the commitment to reducing the vendor list and expenses, that all must abide by those decisions. ▶ Select a team-oriented work group, three to five people who will aggressively lead the initiative for 12 to 24 months. Don’t make the team exclusively

managers; get other employees involved. ▶ Select a leader for each work group to organize meetings and review progress. It won’t get done without a leader. Have group leaders regularly update group members and other staff. ▶ Define goals for expenses by category, and assign work group members to become experts in four or five categories apiece, so they can focus and you can measure and manage the process and progress. ▶ Prioritize targets. Set a timetable for each goal, including low-hanging fruit that can deliver immediate savings. ▶ Make sure the goals you set are SMART: Specific, Measureable, Assignable, Realistic and Time-related ▶ Have the work group review all payables for a selected period so they are familiar with payments and costs. ▶ Rely on historical data, costs by category, and compare reduction results to benchmarks and your objectives. We like to see vendors arranged by category; the sheer numbers can be enlightening, especially for multi-location dealers. ▶ Consider an incentive for the work group. You can use some of the savings to reward the savers. ▶ We suggest sending a letter to vendors requesting price concessions. For example, ask for a 10 percent price reduction in return for your commitment to continue doing business with them. Ask them to respond in agreement; otherwise you will have to shop other vendors. We recommend that the letter indicate those authorized to sign contracts on behalf of your dealership, usually only the principal and perhaps the general manager. We have developed a sample letter; email me at rcollins@hbkcpa. com for a copy. Feel free to use a different email address if you want to direct them back to you instead of me. Developing a purchasing policy and supplier reduction plan will generate substantial savings. And like most beneficial plans and programs, there is no better time than now to get started.

REX COLLINS is a Principal at HBK CPAs and Consultants. He directs HBK’s National Dealership Industry Group, which provides tax, accounting, transaction and operational consulting exclusively to dealers. Rex can be reached at 317-504-7900 or at rcollins@hbkcpa.com. 54 | www.cedmag.com | Construction Equipment Distribution | July 2016

advertisers’ index Allied Construction Products, LLC....................53

Leading Edge Attachments, Inc.......................29

AMI Attachments Inc.......................................24

Okada America, Inc......................................... 31

CDK Global........................................................2

Paramount Equipment.....................................25

Connect Work Tools........................................ 15

Ritchie Bros..............................Inside front cover

e-Emphasys Technologies Inc............................1

Rotar North America Inc..................................47

EPG Insurance, Inc........................................... 13

Rototilt Inc...................................................... 19

Equip IQ by CD Group, Inc............................... 17

Screen Machine Industries LLC............ Back cover

FieldAware...................................................... 11

Sentry Insurance Company....... Inside back cover

HKX, Inc..........................................................43

Solesbee Equip. & Attachments Inc.................33

Hydrema US Inc............................................... 21

Tag Manufacturing, Inc...................................32

IHI/Compact Excavator Sales LLC.....................27

Unified Purchasing Group................................39

JCB Inc.............................................................35

Woods Equipment Company...........................28

As the official magazine of Associated Equipment Distributors, this publication carries authoritative notices and articles in regard to the activities of the association. In all other respects, the association cannot be responsible for the contents thereof or the opinions of contributors. Copyright © 2016 by Associated Equipment Distributors. Construction Equipment Distribution (ISSN0010-7655) is published monthly as the official journal of Associated Equipment Distributors. Subscription rate – $39 per year for members; $79 per year for nonmembers. Office of publication: 650 E. Algonquin Road, Suite 305, Schaumburg, Ill. 60173 Phone: 630-574-0650. Periodicals postage at Schaumburg, Ill. 60173 and other post offices. Additional entry, Pontiac, Ill. POSTMASTER: Send address changes to Construction Equipment Distribution, 650 E. Algonquin Road, Suite 305, Schaumburg, Ill. 60173.

THE AED FOUNDATION FUNDRAISING GALA

Tuesday, January 10 6 to 9 p.m. Join us at one of Chicago’s infamous speakeasies, Untitled Supper Club for an eventful fundraising night with sounds from the jazz age, a live auction, dinner, open bar and entertainment . Untitled Supper Club 111 W. Kinzie Street Chicago, IL 60654

Black Tie Attire Optional

The AED Foundation is a 501 (c)(3) educational foundation and tickets are deductible to the extent under the law.

>> RISK MANAGEMENT

ERIC STILES

When It’s Time To Be The Terminator, Follow These Tips

Protect yourself and your company when an employee must be dismissed. Q: When I need to terminate a poorly performing employee, what’s the No. 1 thing I need to remember?

It’s important to have these formal guidelines in place so that you can address any employee performance problems or terminations.

A: While it’s unfortunate that an employment situation reached this point, it does happen. But there are things you have to do before taking action. The most important one is documenting your case: ▶ Set the rules: Hopefully, you already have a written set of employment rules, as well as termination guidelines. Review them to make sure they’re clear, or work with an attorney to come up with new ones. ▶ Educate your managers: You and your management staff need to know and understand the guidelines that are set. Schedule training to explain the documentation and counseling requirements. Keep track of that training. ▶ Educate the employee: Talk with the employee as soon as possible. Let them know what the problem is and what they specifically need to do to improve their performance and avoid being fired. Be sure to clearly document the discussion, including the issue and the proposed solution. ▶ Organize the paperwork: If things don’t improve and you have to dismiss the employee, go back to your documents. Check them carefully to make sure the reasons for the termination are clear and supported. If there’s conflicting

information, investigate it before moving ahead with the firing. ▶ Be consistent: Above all, make sure the same standards apply to all employees. Don’t fire a “problem” employee for an incident, while ignoring a “good” employee who’s done some-

thing similar. ▶ Something else to keep in mind: If a hot-button issue like age, race, disability, gender or some other legally protected status could come into play, be sure to have a lawyer who specializes in employment law look over your case to avoid any such issues. It’s important to have these formal guidelines in place so that you can address any employee performance problems or terminations. Without the rules and the required recordkeeping, you may be justified in firing someone – but you’ll be unable to support it if the employee chooses to challenge.

As the endorsed P&C carrier for AED, Sentry Insurance offers great coverage options and services to meet your dealership needs. ERIC STILES is Sentry’s lead Account Executive responsible for maintaining the AED/Sentry relationship. 56 | www.cedmag.com | Construction Equipment Distribution | July 2016

SELECTING A 401K PLAN? DON’T GO IT ALONE.

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Benefit from our expertise and our business relationships.

Making the best use of your time and resources – it’s our specialty.

Reduce the risk associated with being a plan sponsor and increase confidence in your retirement plan.

GUIDANCE

K NOWLEDGE Sentry has been providing 401(k) plans and services for nearly 50 years. We will customize a plan to meet the needs of your equipment dealership and help control costs so you can focus on running your business. For more information or to receive a free review of your current plan, please contact your Sentry Account Manager or call 1-800-447-0633, option 1.

SIMPLICIT Y Endorsed by

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SUPPOR T

Individual life insurance, group and individual annuities and group products are issued and administered by Sentry Life Insurance Company, Stevens Point, WI. In New York, individual life insurance, group and individual annuities and group products are issued and administered by Sentry Life Insurance Company of New York, Syracuse, NY. Policies, coverages, benefits and discounts are not available in all states. See policy for complete coverage details. In New York coverage provided through policy form numbers: (Life insurance) 585-3000-01, 390-1000 (SLONY), 380-2244; (Disability) 685-9000-31; (Dental) 785-7000; (Group Annuity) 840-300(NY); (Individual Annuity) 380-440. Short-term disability insurance is not available in New York. 840-466

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ANNIVERSARY

6/22/2016 9:05:54 AM