DSG Connections 2017, issue 1

Meet Our After Hours Experts 2017 – ISSUE 1

CONNECTIONS HOME BEFORE BEDTIME Stories And Articles To Make Your Job Easier

GETTING SMART ABOUT SMART TECHNOLOGY

6 WAYS TO BETTER SERVE BABY BOOMERS

GOOD NEIGHBORS: KOHLER AND DSG

ON THE COVER |

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GENERATION COMMUNICATION

Baby boomers are a unique breed. Check out these six ways to serve them better.

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STUDYING UP ON SMART BUILDING TECHNOLOGY

Learn more about a few of the more promising smart technologies that building owners are putting into their plans.

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GOOD NEIGHBORS

See why the relationship between Kohler and DSG is ongoing proof that every successful business is built on collaboration.

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AFTER HOURS LIKE IT HAS NEVER BEEN DONE BEFORE

Meet DSG’s After Hours Experts, the employee

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owners who are here to help after the clock strikes 5 p.m.

THE WIN COLUMN |

8 MAGNUM ELECTRIC FINDS A FORMULA FOR GROWTH

Read how a two-man company in Moorhead, MN, has grown into an electrical powerhouse with more than 200 electricians.

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A ROCKY MOUNTAIN SUCCESS STORY

See how two plumbers in Bozeman built one of Montana’s most respected mechanical contracting companies.

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PROFILES | HEADLINES

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“WAIT” LOSS PRODUCTS Check out some of these labor-saving parts and tools found in our

online product guide that can help workers finish projects faster.

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THE STRENGTHS OF SMART WATER METERS

Read how advanced, network-connected meters make accuracy easy and labor-intensive reading a thing of the past.

2016

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WHAT PEOPLE ARE SAYING ABOUT DSG

Take a look at the results of our latest customer satisfaction

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survey, and see what customers think about DSG.

FIXTURES | Putting It Together Two In The Win Column – Todd Kumm...........................................................4

The Power Of We At DSG And The Winner Of The 2016 WeWard Of The Year Goes To............................. 11

Meet The DSG Team Darrin Walts – Plumbing Segment Manager ................................................... 20 The Inside Connection ................................................................................. 32

Grow Your Business How To Cure A Sick Building ....................................................................... 22 2017 Power Tools Workshops Tackle Big Issues ................................................ 38

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News Wire DSG Moves To Plymouth .............................................................................. 40

Recommended Reading 177 Mental Toughness Secrets Of The World Class .............................................5

I Didn’t Know That DSG Did That!

Automation Drive Start-ups........................................................................... 36

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Communications – Chad Veitenheimer............................................................ 19 Electrical – John Gearman ............................................................................ 31 Utility – Chad Veintenheimer ........................................................................ 45

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PUTTING IT TOGETHER |

TWO IN THE WIN COLUMN For those of you who have not met me, let me

As we begin our second decade of Connections introduce myself. My name is Todd Kumm, and I’ll magazine, I wanted to thank everybody who has be kicking off each issue of Connections from now been a part of this publication’s success – especially on. You’ll still see Tom Rosendahl around you, our customers, our partners, our friends.

DSG, but after 10 years of writing this We wanted a consistent way of sharing article, he finally tricked me into information that was designed to help you taking it over. succeed, and Connections magazine has

Thankfully, my first issue is a fun evolved into just that. one. Not only does it feature a lot

In the spirit of this publication, of great stories about the trade we’re going to roll up our industries we serve and how to sleeves and keep improving. improve your business, it also introduces a new fixture we’re going to call The Win Column. In it, we’ll highlight some of the success TODD KUMM stories that DSG has been CEO, DSG fortunate to be a part of over the years. Things get rolling with two hall-of– all written fame-worthy contractors, Magnum Electric in West with your goals in mind. Your success is the reason Fargo, ND, and Harvey’s Plumbing and Heating in we publish this periodical, after all. That’s one Bozeman, MT. thing that will never change.

Both companies are class acts, but I’m

Here’s to the next 10 years and many more proud to say that there is a long, long list of DSG stories to come! customers who are just as worthy. In fact, I’m pretty sure we’ll never run out of companies to feature in The Win Column.

Look for new features, big ideas and fun interviews

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177 Mental Toughness Secrets Of The World Class

The Thought Processes, Habits and Philosophies Of The Great Ones

By Steve Siebold In general, you need to be a pretty tough individual to work in the trade industries. You spend a lot of time working outdoors in nasty weather, you regularly perform tasks that would send most people to the chiropractor, and you put in whatever hours it takes to get the job done. You can feel confident that you are physically tough.

But are you mentally tough?

As tough as those who have succeeded in the highest levels of business and life?

In his book 177 Mental Toughness Secrets Of The World Class, author and mental toughness coach Steve Siebold studied the characteristics, actions and habits of the world’s biggest success stories. Then he identified what they had in common – in particular, what aspects of their mental toughness set them apart.

His findings were fascinating and very illuminating. These mentally tough leaders may

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not be physically different from an average person, but they unquestionably think and act differently.

Siebold’s book is broken down into 177 short “chapters,” each digging into one of the practices that set these world class performers apart. Examples of these chapters include The Great Ones Separate Truth From Fact, Champions Remember Their Roots, The Great Ones Know The Power Of Conversation and The World Class Believes In Servant Leadership. Each of these chapters is only a few pages long, so they are easy to read on a break, on the go or in a bathroom. It’s the perfect format for a busy manager or business owner.

It becomes evident after just a few chapters that world class performers share many common habits, driven by similar motivations and beliefs.

Even more important, it is possible for each of us to adopt

these practices ourselves. By learning what sets champions apart, we can see what it takes to excel in our own lives, building businesses that succeed and families that thrive. Some of what Siebold learned will surprise you (for example, he describes how the great ones aren’t afraid to ask for help), and some of it will make you wonder why you’ve never noticed a particular characteristic on your own (that the great ones simplify things, for instance).

This powerful book is an enjoyable 260-or-so pages of powerful, thought-provoking ideas for anybody looking to develop a roadmap to success.

It’s like getting advice from the world’s most successful leaders, all at once and all in easy-tounderstand, bite-sized chunks.

Whether you own a company or work for one, set yourself apart by making these “secrets” part of your daily business routine.

You’ll be happy you did.

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GROW YOUR BUSINESS |

GENERATION COMMUNICATION SIX WAYS TO BETTER SERVE BABY BOOMERS

You hear a lot about the buying power of millennials. They are now the largest generation, and you might be tempted to focus your marketing and sales efforts only on them.

That would be a mistake. Baby boomers (those born between 1946 and 1964) still make up a significant share of the home-owning segment (nearly 50 percent) and are recognized today as an important target market for contractors. Why? Not only do boomers want to age in place as they retire, nearly one third of them still have an adult child in their home. That can be a compelling reason to add on or to remodel.

How does your team approach these mature homeowners? Do you treat them exactly like the rest of your customers? If so, it’s time to adjust your approach. Baby boomers are a unique breed, and making a few adjustments to your sales and customer service techniques can help you to capitalize on this lucrative market. Here are six proven ways to give baby boomers the service they demand:

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PUT IT IN WRITING

Baby boomers have a lifetime of information in their heads, and sometimes that can lead to them losing track of details. They appreciate having things in writing. Not only does this include your normal forms and paperwork, you should also be sure to have brochures handy and even offer notepads with your company logo on it.

Boomers trust things that are in writing more, and anything you can do to gain their confidence is a good thing.

2 AVOID JARGON AND TECHNICAL TERMS As the “internet of things” becomes more and more a part of everyday life, boomers are getting in on the action. However, while an internetconnected thermostat offers tremendous benefits (monitoring and adjusting the temperature in your home from anywhere, for example), it does come with a little bit of a learning curve.

How do you download and sign in to the app?

What happens when the Wi-Fi goes down? To help boomers understand these new kinds of technology, skip the specialized jargon. Instead, use words they recognize. If the unit you are installing is called the XZ931, just refer to it as a “smart thermostat” and make life easier for everybody.

DON’T UNDERESTIMATE THEIR

3 CONNECTION TO TECHNOLOGY

In a related topic, don’t assume that baby boomers are technology-averse. They have smartphones, too. They use social media like crazy. Many boomers love their gadgets just as much as gen x-ers or millennials. Be sure to recognize this fact for what it is – a huge opportunity. Seniors may need a little help to get set up with new technology, but once they have the hang of things, they enjoy the benefits just like everyone else. Ask them about smart lighting or recommend a new shower that offers a customizable experience. Use technology to become the problem solver they are looking for.

4 MAKE THINGS EASY Don’t make these customers jump through hoops if you can help it. If a process is necessary, explain why it is necessary and offer to help them complete it. Give boomers the option to fill out paperwork online, and you might be surprised at just how willing they are to take you up on it.

They’ve spent their lives working hard, and now a little convenience can go a long way in building a strong relationship with your baby boomer customers.

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5 SHOW RESPECT Nobody likes to feel patronized, and baby boomers are perhaps more sensitive than most.

They are used to being the ones with the answers, and it can be challenging for them to accept help – even when it is your job. Make sure that your sales and customer service team communicate in a respectful manner without being condescending. Take this into account with your marketing materials and other paperwork as well.

6 REWARD THEIR LOYALTY One of the best parts about working with baby boomers is that once they find a company that they like, they seldom look elsewhere. Encourage this loyalty by rewarding it. Let them earn discounts through a loyalty program, for example.

Give your best customers special treatment. Most of all, genuinely express your gratitude for their business. Everybody wants to be appreciated, and baby boomers are no different.

Make baby boomers a priority for your business, and it will almost certainly pay off.

They’re unique customers, and in some ways that is what makes them great to deal with. Do right by them, and they will stick by you through thick and thin, something that can be rare in modern times.

Sources: https://www.hiri.org/news/316124/Why-baby-boomersare-a-diverse-home-improvement-market-with-buying-power. htm, http://advisor.tv/post/5-ways-to-improve-customer-servicefor-baby-boomers, http://www.usan.com/contact-center/how-toshow-customers-respect-the-baby-boomer-edition/, https://www. entrepreneur.com/article/244043

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MAGNUM ELECTRIC FINDS A FORMULA FOR GROWTH If you’ve ever been to Fargo, ND, you’ve probably seen a building that Magnum Electric has worked on. What started out as two electricians across the river in Moorhead, MN, has grown to an electrical powerhouse with four locations across North Dakota and more than 200 electricians working across the country.

Magnum Electric was established in 1989 in Moorhead, by Tom Heng and Dick Beaton.

Starting the company from scratch, Heng and Beaton built a name for themselves on the ideology that “quality doesn’t cost, it pays.”

They focused on craftsmanship, from the work they performed to the products they used, resulting in a long list of satisfied customers and successful projects.

When the time came to step away, Heng and Beaton looked for a buyer that would take good care of what they had worked so hard to build and were thrilled when three Magnum Electric employees, Mike Graham, Clayton Schenck and Scott Fougner, approached them to buy the company. In 2009, they transitioned ownership.

Graham, Schenck and Fougner had all lived and breathed the Magnum Electric culture for several years before collaborating as business owners. Graham and Schenck started with

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Magnum Electric in 1996, both working as electricians. Fougner had already been working as an estimator for the company for a few years before that.

Today, Graham serves as president, and Schenck and Fougner both serve as vice presidents. Since the trio took over, business has seen steady growth. Magnum Electric opened a branch in Bismarck and Dickinson, moved to a larger office in West Fargo and acquired Richardson Electric in Jamestown – all by 2015.

Growth wasn’t always easy though. “We had our fair share of trial and error,” says Schenck, “but we learned early on that it was critical to really understand your profit and loss statements.

As an experienced business owner now, I’d say that not understanding and paying attention to your balance sheet is one of the biggest mistakes a contractor can make.”

Finding the time to work on the company instead of in it was easier said than done. That is, until the owners made one of the biggest changes in the company’s history – hiring a human resources team. “The three of us were wearing a lot of hats,” says Schenck, “and the safety and HR part of the business was taking up a lot of our time. Delegating those responsibilities to a

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Clayton Schenck

Scott Fougner

qualified team has played a big part in the success that we’ve had.”

Now the owners have refocused their time on what they consider the most important part of their business – building and strengthening relationships with their customers. “Relationship building has been and will always be at the

Clockwise from back left: Accounting Manager Cassie Klemetson; Human Resources Generalist Natalie Silva; and Administrative Assistant Katrina Erickson

support our attention to detail, our desire to offer the latest products and our ability to meet deadlines. They help us do our job better, and it’s great to have that support.”

Magnum Electric’s extra efforts have paid off. It has such powerful bonds with several of its customers, that it is frequently asked to join

“ QUALITY DOESN’T COST, IT PAYS” forefront of Magnum Electric’s vision,” Schenck says. “It’s important to us to have strong connections with our customers, and that involves looking beyond the traditional business transactions and investing in the personal side of things.”

Magnum Electric’s focus on relationships doesn’t stop at the customer level. Its partnerships with suppliers and manufacturers are also important, and that is one of the reasons that it has worked closely with DSG for so long. “DSG shares many of the same values we do, and that helps us uphold the quality standards that make people want to work with us,” says Schenck. “They

them on projects in areas outside of its typical service territory, sending crews as far away as Denver and Texas.

When it comes to developing and fostering these relationships, Magnum Electric’s ownership credits its employees. “We’ve been successful because we’ve surrounded ourselves with great people,” says Schenck. “Our field crew, our estimators, our HR and administrative team – all of them have been so important to our growth and success as a company.”

Despite employing more than 200 electricians, Magnum still feels the impact of the labor shortage facing the trade industries. “There are Continued on page 10

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West Fargo’s Post Office, completed in June 2016 with help from Magnum Electric

opportunities all over for us to grow even more, but workforce resources hold us back from taking full advantage of them,” says Schenck. “Our best response has been to grow our manpower at the apprentice level.”

Magnum Electric offers paid training to apprentices through the Independent Electrical Contractors Association, and makes a point to show newcomers that the work environment is fun and rewarding. “It is also important, especially with the younger generation, to show that leadership is going to support them, trust them and treat them with respect,” says Schenck. “We give them plenty

of reasons to stick with us, and then we hope they do.” The system seems to be working; according to Schenck, Magnum Electric experiences little turnover.

With a solid team and a clear vision, Magnum Electric is poised to continue its success in the future, looking forward to new relationships and new opportunities to carry on the values and traditions that have helped to make the company what it is today.

The very first Magnum Electric service vehicle

THE POWER OF WE |

And The Winner Of The 2016 WeWard Of The Year Goes To...

Philosopher and author Voltaire once said, “Appreciation is a wonderful thing: It makes what is excellent in others belong to us as well.” While simple recognition is often JOHN DEYONGE overlooked in today’s society, DSG’s WeWard program is reviving the power of appreciation throughout the company. Every month, DSG employee owners nominate their coworkers for exhibiting outstanding helpfulness and a can-do attitude. At the end of the year, one person is picked as the overall WeWard winner for the year. In 2016, John DeYonge from DSG in Sioux Falls, SD, received this honor. He did a great job all year, obviously, but one particular story stands out about DeYonge’s commitment to helping DSG’s customers succeed.

DSG was supplying products for a church remodel project, and the specs called for a 3-phase elevator. However, the church only had singlephase service. The project engineer specified a Variable Frequency Drive (VFD) to convert the elevator appropriately, and the job progressed.

Once the VFD was installed on the elevator, the electrician ran into a problem and contacted DSG. His sales representative was in a meeting, so he explained the situation to John DeYonge, automation project manager at DSG, instead.

DeYonge immediately identified that the control panel had a soft start in it and that the VFD was not compatible with it. Adding to an already stressful situation, it was critical that a solution was found to get the elevator running immediately because the union techs would be leaving soon and rescheduling them would be costly. DeYonge was determined to help the customer out and took it upon himself to make sure that DSG came up with a solution no matter what it took.

DeYonge organized a flurry of phone calls and emails to the electrician, the DSG sales representative and the engineers, all while working on another project in a different state. He worked hand in hand with the engineers to draw up a new schematic to rewire the control panel to eliminate the soft start. DeYonge took it upon himself to guide the electrician over the phone through the rewiring and reprogramming of the VFD. The elevator was then energized, and the elevator techs were able to successfully test it.

Not only did DeYonge go out of his way to find a solution, he maintained a pleasant and helpful attitude the entire time. He went over and above the normal expectations and provided exceptional customer service to help the electrician and the DSG sales representative find a solution to a problem that could have been very costly to everyone involved.

Additional 2016 WeWard Recipients WeWard winners are nominated for going above and beyond to provide outstanding service to DSG customers, fellow employee owners and their communities. In addition to John DeYonge, here are DSG’s other WeWard recipients in 2016.

BEN ANING DSG Sioux Falls

STACEY GOLDE DSG Minot

SHANE BAKKEN DSG Fargo

BRIAN ROBINSON DSG Missoula

BRANDON GAGNON DSG Plymouth

GROW YOUR BUSINESS |

STUDYING UP ON SMART BUILDING TECHNOLOGY All stages of construction are getting more and more connected.

2016 was the year of the digital assistant. Sure, we’ve known Siri for a few years, but last year saw the integration of artificial intelligence-like voiceactivated assistants in everything from our cars to our kitchens. Siri’s cousins, Alexa, Cortana and Google Assistant, made a huge splash during the holidays, proving without a shadow of a doubt that Americans are ready to live and work in a “smart” environment. When aging baby boomers overcome their privacy concerns and embrace the possibilities of controlling their air conditioner, appliances and lights using only their voice – or at times letting those objects control themselves – then we have undeniably passed a milestone on

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our way toward a digitally connected future.

For contractors in the electrical, plumbing and HVAC/R trades, the past few years have been a gradual ramp-up of smart-product retrofits. Now, smart technology is being introduced during the construction phase, and that means that it’s becoming mandatory for contractors to understand how these products play their parts in the so-called “internet of things.” As web-connected thermostats quickly become the industry standard, for example, all of the contractors responsible for a building’s environmental systems need to work together to ensure that everything is integrated properly.

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BUILDING FOR THE FUTURE Here are a few of the more promising technologies that building owners are putting into their plans. For contractors and subcontractors, it’s likely that these innovations will be commonplace in the not-so-distant future.

SMART HVAC SYSTEMS Building occupants want their environmental controls to be simple, flexible and intuitive.

In fact, new smart controls “learn” over time how much heat or air conditioning to bring to each part of a building to meet the needs of those working or living there. Just as a smarttechnology retrofit begins with an exhaustive audit of a building’s HVAC system, new construction requires careful attention to the predicted user experience and a plan to connect everything during installation. Beyond smart thermostats, sensors throughout a building will be able to adapt the interior environment to the patterns of its residents.

In addition to occupant comfort and control, energy efficiency also needs to be considered.

In fact, many utilities already offer “demand response” programs that incentivize consumers to share control of environmental systems during peak demand. As the nation’s energy grid becomes smarter, pricing will likely become more and more customized and equitable.

INTELLIGENT LIGHTING New LED lighting systems start with smartphone control and add a multitude of sensors to push illumination far into the future. When you add sensors that measure brightness, temperature, humidity and motion, you get a lighting system

that can provide the perfect illumination based on the unique circumstances within the room.

One of the first industries to include smart technology, lighting is now leading the way in a connected world. It won’t be long before building occupants expect to be able to make subtle lighting adjustments via voice command, and soon after that they will count on the lights to control themselves.

DIGITAL PLUMBING VALVES The days of inadvertently stepping into a scalding hot (or stunningly cold) shower are nearly over.

Digital control has come to the plumbing industry, with showers and faucets that can be controlled with the touch of a button and that provide visible cues as to the temperature of the resulting water. Bathers will know the water is the right temperature because a green indicator will tell them so. Fine tuning will be possible to a much greater degree. Want proof? A complete, custom, multi-sensory shower experience (including control over individual water jets positioned all around the body) is already here in Kohler’s mindblowing DTV+ system. It may be cutting edge now, but once users clean up in their friend’s new home, they’ll be hooked.

BUILT-IN SENSORS In California, a start-up is building what it calls “Robot Homes.” These apartments are packed with smart technology, including 20 motion sensors built in throughout the living space.

Cables and switches are in the walls so that the sensors can gather data as residents go about their everyday lives. They capture behavioral patterns and use them to intuitively control everything from the heating and cooling systems to the plumbing, lighting and appliances. This seems Continued on page 14

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like the logical next step after inviting an artificial intelligence like Alexa into our homes. After all, why have a digital assistant if it can’t assist with things? There is no doubt that we will add more and more technology to new homes that make these helpers more helpful – and built-in sensors will likely be an important part of that transition.

SMART MATERIALS Now for some science fiction. Sort of. Scientists are developing smart technology in the very materials we use to build with. For example, self-healing concrete is in the works. By using limestone creating bacteria, this unbelievable technology allows concrete to fill in its own cracks every time it rains. Self-healing polymers are already being used on modern naval vessels, so why not in our roadways? The cost benefits would be incredible, obviously, but for contractors who have to work with concrete, it means a new technology to study and harness. Smart building materials may not have arrived just yet, but they are most certainly on the way.

FINDING OPPORTUNITIES The key to making the most of these new construction technologies will be seeing them for what they are: opportunities. They are a chance to build better homes and offices, a chance to improve the quality of life of our neighbors, a chance to construct productive facilities that will be here for decades to come. Get started now by contacting your DSG representative and brainstorming ideas for implementing these exciting new innovations. Contractors who embrace new technologies set themselves apart from the competition, and that is an important step toward a successful future.

Sources: https://www.link-labs.com/smart-hvac/, http://www. computerworld.com/article/3023398/emerging-technology/ brightest-idea-ever-ai-light-bulbs.html, http://www.computerworld. com/article/3053702/personal-technology/a-smart-home-thatsreally-smart.html, http://fieldlens.com/blog/building-better/ construction-smart-materials/

One of the earliest photos of DSG (then W.A. Roosevelt) in La Crosse shows a load of Kohler tubs.

GOOD NEIGHBORS

There are companies that have history, then there are company partnerships that make history. The relationship between DSG and Kohler is ongoing proof that every successful business is built on collaboration.

Kohler Co. got its start in Sheboygan, WI, in the 1800s. Initially, it manufactured and sold farm implements, but in 1883 everything changed when John Michael Kohler began to sell an enameled cast-iron horse trough as a bathtub. Kohler’s business took off, and it wasn’t long before the company took over 21 acres of land just west of Sheboygan and created Kohler Village, part manufacturing facility, part planned community and – eventually – part luxury resort, everything that workers and visiting business people would

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need to feel right at home. In time, the Kohler name became synonymous with plumbing innovation, and the company became one of the country’s acknowledged leaders in the industry.

Just a few hours away in La Crosse, DSG – then known as W.A. Roosevelt – was finding its own footing as one of the Midwest’s best distributors of plumbing equipment. It was a natural fit for the two companies to work together, and DSG quickly became one of Kohler’s most trusted partners.

The relationship flourished for decades, and

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Kohler products continue to redefine the cutting edge.

retired DSG La Crosse manager Jim Voshart has fond memories of working with Kohler products.

“We would get shipments from Kohler by semi trailer,” Voshart recalls. “Then we would have to move these huge cast iron tubs, along with all of the ceramic sinks, etc. It would take us a full day to load the elevator and move the tubs to the fifth floor of the warehouse and the sinks to the basement.”

Voshart was working as a delivery man in the 1970s when Kohler virtually reinvented the plumbing industry with the introduction of boldcolored fixtures. “Other companies had colors, but nothing like what Kohler did,” he says. “I remember names like Black Black, Antique Red, Tiger Lily Orange and Fresh Green – they were all so vibrant. No other company was doing anything even close to that. That’s where the Bold Look Of Kohler slogan came from.”

Always a good sport, Voshart La Crosse (DSG) recalls a story Kohler that illustrates both the desirability of these bold Kohler fixtures and the humor of young decision making that we can all relate to. “I remember once when a woman ordered a Black Black Kohler tub from us. It was a very sought after fixture, and it took more than a year for her to get her tub,” he says, thinking back. “My co-worker and I were in charge of bringing it to her house, so we stood it up in the back of the truck and left the warehouse. On the way, my co-worker gave me some quick driving directions. Unfortunately, I was taken by surprise

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by the lack of clearance on an old railroad bridge and the results were disastrous. The extra special tub was knocked over and broke into pieces. Our customer was just as shattered. I remember the poor woman being in tears and asking us if we could glue it back together!”

The story has a happy ending, though. “I was sure that I would be fired, but everything came out OK in the end, as it so often does,” says Voshart.

“She eventually got a new tub, and I got to keep my job.”

One of the more interesting parts of doing business with Kohler is the city of Kohler itself. It is more than just a factory town, and a visit always made a big impression on DSG’s customers. The sales team would rent a bus, fill it up with customers and take a tour of the Kohler manufacturing facility. “The outside of the factory was almost like a cathedral,” recalls Voshart. “The whole

town looked like a Norman Rockwell painting, and customers were always amazed.” Indeed, the groups most often stayed at the American Club, a converted worker dormitory that was reimagined as a five-star hotel. Needless to say, those trips made a lasting impression.

It wasn’t the amenities that Voshart remembers most, though. “It was the craftsmanship,” he says.

“To see the hard work, the precision and the artistry put into each fixture was incredible.”

The partnership between Kohler and DSG is even stronger today as Kohler has become DSG’s primary plumbing partner throughout its footprint. Kohler is still one of the only providers of cast iron tubs in the world, but its cuttingedge products are what set the company apart.

Everything from beautiful, uniquely designed fixtures to smart-technology enabled showers and toilets now carry the Kohler name. The commitment to innovation that energized the industry with bold colors in the 1970s now drives new ideas in virtually every product Kohler sells.

Even though DSG’s relationship with Kohler has a long and colorful history, it is the colorful future that is causing the most excitement. Ask your DSG representative about the latest ideas from Kohler and how they can help you to give your own customers exactly what they want – and a lot more. Break through the crowd with the Bold Look Of Kohler, and the proven connections of DSG.

State Of The

INDUSTRY COMMUNICATIONS

Broadband

Picks Up Speed COMMUNICATIONS SEGMENT MANAGER CHAD VEITENHEIMER

The communications industry is definitely thriving. With federal money available through broadband grants and more, we’re expecting to see millions of dollars spent over the next several years on infrastructure in the Midwest. In Minnesota alone, more than 40 broadband infrastructure projects will receive a total of $34 million in matched funds as part of the Minnesota Border to Border Grants. That’s nearly $70 million dollars to be spent in bringing high-speed internet access to rural areas in lake country!

And it’s not just Minnesota.

The government is pursuing what it calls “broadband

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everywhere,” and many communities across the U.S. are looking to the Midwest as a leader in fiber to the home and premises (FTTX). Take for instance cities like Carrington, ND, with a population just over 2,000, or Bemidji, MN, at a little more than 14,000 people.

These two communities have some of the fastest internet and the best equipment in the entire country.

Even the tier-one providers are getting on board with “broadband everywhere.”

They’re making some huge investments in infrastructure and that could mean that manufacturers will be busy.

We’ll be keeping an eye on them, and we’ll be working closely with our manufacturerpartners to make sure our communications customers have what they need for their projects to excel.

In addition, product innovations continue to make life a little easier for

us in the communications industry. Greenlee’s Air Scout is a great example. This testing equipment analyzes an entire home for Wi-Fi readiness in just a few minutes. It can tell you optimal Wi-Fi access points, dead zones, things that are interfering with Wi-Fi and more.

Plus, you can use this system on a larger scale in a commercial building or in a hotel. It sure beats doing these tests by hand.

Looking ahead, our communications customers should look forward to opportunities for new revenue sources. As we settle into the information age beyond landline phones and traditional cable TV, we’re seeing more and more organizations find success with products and packages involving home automation, security systems and even solar panels. It’s an exciting time in the industry, and we’re eager to help our communications customers get in on the action.

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MEET THE DSG TEAM |

AN INTERVIEW WITH DARRIN WALTS, DSG’S PLUMBING SEGMENT MANAGER When it comes to plumbing, Darrin Walts is the man at DSG who has his finger firmly placed on the pulse of the industry. We recently sat down with him to get to know him a little better.

Connections: Tell us a little bit about what you did before coming to DSG. Walts: Well, I spent 10 years in California

and Texas as a branch manager and regional operations manager for Goodman Manufacturing – they manufacture air conditioning and heating systems. Prior to that, I worked as a regional operations manager for a wholesale distributor in California and as a customer service manager for a private label oil blender. I also spent a short time as an HVAC contractor in my home state of Michigan.

Connections: You joined DSG in 2014 as an account manager. Why did you make the move?

Walts: I’m not from the Midwest, but when

I came here, all I heard was how great of an organization this was. What makes DSG different from other suppliers is that we do more than just sell products. We offer a lot of additional services, design capabilities and customization, and that was appealing to me.

Connections: How did it feel to be named DSG’s plumbing segment manager?

Walts: I was very excited. I live for new challenges,

and the opportunity to serve as the plumbing segment manager was exhilarating.

Connections: From your background, what has prepared you the most to take on this role?

Walts: I would say that it was my experience in

management and leadership that led me to

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this role at DSG. I’m a former marine, and we like to lead. I’ve always felt I excel in leadership positions, and this is an awesome opportunity to take that to the next level.

Connections: You were also an HVAC contractor for a short time. How does that experience help you serve DSG customers?

Walts: Having been a contractor myself, I

understand our customers’ points of view. I went through the same challenges with products and product sourcing that our customers go through, so I have a good understanding of how important it is to be a reliable resource and partner for them.

Connections: There’s no doubt you’ve got a lot of experience in the trades. Besides experience, what do you think one of your biggest strengths is when it comes to working at DSG? Walts: I’d say my biggest strength is being able to

see the big picture. I think about how a decision is going to affect our customers and employee owners in six months, a year, five years down the road. I’m definitely a macro person, and I think that’s a valuable part of what I bring to the table.

Connections: As a segment manager, you probably have a lot of goals. Can you share one with us?

Walts: We do a great job in making sure we have

the right inventory at the right place and at the right time. I’d like to see us take that level of “speed to the customer” even higher. Millennials are becoming a bigger part of our customer base, and they want instant access to what they need.

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Connections: And what do you think is critical in making this happen?

Walts: For one, we will continue to look closely

at inventory levels with analytics and research.

Secondly, we understand how important it is for us to be available to our customers when they need us. Some of the biggest challenges facing our plumbing customers are not nine-to-five issues. And that’s one of the reasons we started offering our After Hours Experts – customers can get a hold of us after five and talk to an actual person who can place orders for them and troubleshoot problems.

Connections: You’ve been with DSG for more than three years now; what’s something that people would be surprised to know about you?

Walts: Probably that I used to race cars off-

road pretty seriously. I competed in SCORE International competitions and even finished second in the Baha 500 – twice! I also used to have my NASCAR license.

Connections: Do you still race?

Walts: No, but I still enjoy moving fast! In

my free time, I like to ride snowmobiles and quads. I’m getting a bit too old to ride a dirt bike. I would if I could, but a man has to know his limitations.

Connections: Does your need for speed or your love for racing influence your work at DSG? Walts: Sure it does. One of my biggest pet

peeves is the word “can’t.” I don’t like when people say we can’t do something. I think that if something isn’t working, you simply need to change directions and find another way. I think that’s why I like off-road racing so much. If you come to a blocked road, you find a way around it. It’s the same in business.

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GROW YOUR BUSINESS |

HOW TO CURE A SICK BUILDING Contractors can save the day with these ideas from DSG.

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Humans inhale and exhale approximately seven or eight liters of air each minute. It’s arguably the most important job our body has, so it’s critical that all of that air is healthy for us to take in. We’ve known about outdoor air pollution since the industrial revolution, but over the past few decades, science has taken a hard look at indoor air quality as well.

Some of the results have been unnerving. Little did we know that the air in our homes can be even more polluted than that outside.

Homeowners have begun to address the problem by ensuring proper ventilation during the construction process or retrofitting with fresh air systems (like those offered by Broan).

However, office and commercial buildings have been slower to adapt. This is concerning because studies show that humans spend up to 90 percent of their time indoors, with a significant portion of that time being at their jobs.

Exchanging air with all of those other human beings in an enclosed space is not as healthy as exchanging air with the outdoors, and our bodies often suffer for it. You may have heard of “sick building syndrome,” a scientifically proven phenomenon in which employees of a business struggle with sore throats, runny noses, headaches and even nausea on a regular basis. A combination of recycled air, poor lighting, thermal discomfort and psychological stress are often to blame.

As a contractor, you may not be able to do anything about “psychological stress,” but you may very well be able to help the building owner or business manager address the other causes of sick building syndrome. Research shows that employee symptoms can be reduced by as much as 20 percent with the right improvements. Just imagine the cost savings for a company if it could reduce absenteeism by a similar

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percentage. Improvements would pay for themselves very quickly.

Are you talking to your customers who build, own and work in office buildings about the quality of environment that is being provided for those who spend time there? You should be. Here are just a few of the ways that DSG customers can help to make a building healthier for the people who work in it.

SUGGEST A FRESH AIR SYSTEM Perhaps the most effective way to improve the air quality in any building is also the easiest to understand. Humans need fresh air, and Broan offers several solutions to provide it. You may be familiar with Broan’s Fresh Air Systems for the residential market, but the world’s leader in air exchange technology also has units for offices and even high rises. By taking advantage of the latest Heat Recovery (HRV) and Energy Recovery (ERV) technologies, Broan’s systems actually introduce fresh air to the building without working against the heating or cooling system.

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ADD ULTRAVIOLET LIGHT TO THE HVAC SYSTEM It’s a fact: germs hate UV light. That’s because exposure to ultraviolet rays kills most microorganisms on the spot. A UV air purifier from Honeywell floods the coils of an air conditioning unit with these rays, significantly reducing the number of organisms in the air that it delivers. Not only can this improve the health issues related to sick building syndrome, it can markedly reduce odors as well. Workers who breathe fresh air tend to be happier and healthier, and a UV air purifier can be a huge improvement.

PERFORM A LIGHTING AUDIT Humans have always responded to light. Our lives revolve around the rising and setting of the sun, and science has shown that not all light is equal in terms of its effects on our health. A gloomy workplace isn’t just hard on the eyes, it can be hard on worker attitudes as well.

New LED lighting solutions can help, and they are so efficient

Sick Employees Make For An Unhealthy Bottom Line $576 BILLION A YEAR

How much poor health costs the U.S. economy, according to Integrated Benefits Institute.

$227 BILLION A YEAR How much of that is from the productivity lost to employee absenteeism (due to illness).

that they can often pay for themselves in just a few years (or less). Ask your customers to take part of an afternoon to spend with you and tour their facility, paying special attention to how the areas where people work the most are lit. Ask your DSG representative to join you. The results can be very illuminating.

Sources: https://www.cpsc.gov/ Safety-Education/Safety-Guides/Home/ The-Inside-Story-A-Guide-to-IndoorAir-Quality, https://www.newscientist. com/article/dn4427-ultraviolet-light-cancure-sick-buildings/, http://www.forbes. com/sitesrucejapsen/2012/09/12/us-workforce-illness-costs-576bannually-from-sick-days-to-workerscompensation/#7230d1fa7256 compensation/#7230d1fa7256

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A ROCKY MOUNTAIN

SUCCESS STORY Great things often start small, and businesses are no different. In fact, some of the most popular companies that we know today started with humble beginnings. Apple, Amazon and Google were all started in garages. Nordstrom and Coors were started by men who came to America with next to nothing. And in the trades industry, one of Montana’s most respected mechanical contracting companies started with just two plumbers – a father and his son – more than a quarter of a century ago.

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Harvey’s Plumbing and Heating was established by Bob Harvey and his father, Sam Harvey, in 1990. As the company flourished, bringing on more employees and diversifying its services beyond plumbing, Sam Harvey amicably stepped aside, and Bob Harvey took complete ownership of the company in 2000. Today, Harvey’s Plumbing and Heating provides not only plumbing, but HVAC/R, hydronics, design and sheet metal fabrication services, as well. It’s headquartered in Bozeman, MT, utilizes two shops

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Ron Huber and Bob Harvey outside of Harvey’s Plumbing and Heating in Bozeman, MT

in Four Corners, MT, and employs upwards of 50 crew members.

Harvey’s Plumbing and Heating began its partnership with DSG – then known as MDM Supply – shortly after it was established, sharing a commitment to putting customers’ needs above all else. “We had a great connection right from the beginning,” says Bob Harvey. “It was something that quickly grew from a business relationship to a variety of friendships. And as our company and our needs have grown and evolved, DSG has evolved right along with us.”

According to Harvey, a good example of this evolution is DSG’s project stage ordering service. “We need to be highly efficient in getting

materials to the job site,” he says. “The more efficient we are, Bob Harvey the more profitable we will be. DSG helps us do that by scheduling deliveries based on where we are at in a project, so we don’t have excess product to inventory or sift through. Overall, it means less product handling by my crew.”

The importance of efficiency is even more pronounced when your job site is often an hour and a half away. As a mechanical contractor in one of the mountain states, Harvey’s Plumbing and Heating predominantly works on high-end residential projects involving customers’ secondary Continued on page 26

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Continued from page 25

homes. “Some of our residential projects are larger than our commercial projects,” says Harvey.

“We work on homes that are 10,000-20,000 square feet and are worth millions of dollars.”

Approximately 80 percent of the work that Harvey’s Plumbing and Heating does is more than 50 miles south in the remote but trendy ski town of Big Sky, MT, where it’s not unusual for its

at the site and go straight to DSG. It’s a huge advantage for us.”

Advances in technology have also enabled the Harvey’s Plumbing and Heating team to stay more connected than ever before, as the company utilizes its own internal communication program called Slack. Similar to email, this program allows crew members to communicate instantaneously

workers to join thousands of other tradespeople making their way through the Gallatin Canyon every day. The commuting distance is one of the reasons that the Harvey’s Plumbing and Heating crew works four 10-hour workdays, with each crew spending nearly 15 hours each week commuting.

In fact, crews spend so much time on Highway 191 that they periodically organize a clean-up day where employees volunteer to help pick up trash along a five-mile stretch of the highway.

Since Harvey started his company, the biggest changes he has seen over the years have been with communication and technology. Nowadays, all crews have an iPad that provides access to cut sheets, installation specs, proposals/bids, change orders, etc., right at their fingertips. Harvey recalls how much different that is from when he first started his business. “We used to write product lists on cardboard on the job site, and then write them on paper forms when we got back to the office,” he says. “We would then send the forms to our suppliers and hope that they could read our handwriting. Now, orders are input electronically

with each other and also with DSG while in the field.

While technology has helped the company improve its systems and communication, it would all be for naught without the people who use it.

“If you want to succeed and grow, you need to find people that you can rely on,” says Harvey. “I’ve surrounded myself with people who are smarter than me, and I delegate to them. My dad was never fond of being responsible for the work that other people did, which is why he preferred to keep his business small. I didn’t want to work until 10 p.m. every day. I wanted to spend time with my family, so I found people that I could depend on.”

It’s that confidence in his people that puts Harvey at ease when he looks ahead to the next chapter of his company success story. Harvey admits that he would love to see his employees carry on the business. “I’ve put in a lot of work setting a strong foundation,” he says, “and I know that the business would be in good hands with my team. There’s nothing we can’t do.”

“ I wanted to spend time with my family, so I found people that I could depend on.”

S H A R E YO U R O W N OUTDOOR ADVENTURES Upload your photos, videos and stories at www.dsgoutdoors.com.

1. After a half-hour fight, Don Skillicorn from Garden City Plumbing & Heating landed this 25" rainbow trout on the Marias River under the expert instruction of guide Kurt Rausch from Rausch’s Top Water Anglers.

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2. Todd Eber, DSG’s director of marketing and analytics in La Crosse, WI, got this beauty on the opening morning of gun season in Trempealeau County, WI. 3. Tim Hurlbut, from Jolt Electric, shows off his 28.5" Canadian walleye caught at Ballard’s Resort Black Island on Lake of the Woods, MN. 4. Denise Schlegel, operations manager at DSG Kalispell, caught this king salmon in Alaska.

5. Cory Smith with BTU Management in Mauston, WI, proudly poses next to his 11-point whitetail deer.

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“Wait” Loss Products Up To 60% Faster In Retrofits – No Attic Access Required ULTRA PRO™ Bath Fan From Broan

• ULTRAQuick™ installation is up to 60% faster in retrofits and 20% faster in new construction • Works in any type of joist or truss system • Provides end customers with extremely quiet operation with innovative sound reduction technologies

Eliminate Time Spent Searching For Different Straps Mighty-Hold® Universal Strap From Bridgeport

• One strap for 14/2 to 10/3 AC/MC and 3/8" steel or aluminum FMC • Replaces three sizes of straps • Fewer parts in the van and on the job • cULus Listed

Find Up To 40 More Steel Studs In 5/8" Drywall In Less Than A Minute Stud Ball From Rack-A-Tiers®

• Detects metal through 1/2" or 5/8" drywall, ceramic tiling and up to 3/4" plywood paneling • Features rare earth magnets with 27 pounds of pull • Detects screws or nails in wood frame walls • No batteries required

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It’s hard to find help nowadays, which makes it even more important for your team to be as efficient and productive as possible. The key is finding products that can help you to optimize tasks, speed up jobs and minimize downtime. With the right tool or part, workers can finish projects faster and better, and that’s good for your bottom line. Here are just a few.

In Just Minutes You Can Install Controls For Lights, Temperature And Shades Caseta Wireless Home Lighting Control System From Lutron® • Installs in minutes – no new wiring required • Easy setup so you can move on to the next job in no time • Reliable operation that makes you look good

No Drilling! Locks Symmetrically On Walls And Ceilings!

SnapSkru™ From Cully™ • No drill needed • Locks on walls and ceilings – resists vibration and won’t destroy drywall • Works with #6, #8 and #10 screws • Built-in “positive stop” resists over-drilling • When you hear the “pop,” you know the anchor is correctly installed

Check out these products and more in our online “Wait” Loss product guide at www.dsgwaitloss.com.

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State Of The

INDUSTRY ELECTRICAL

Positive Energy ELECTRICAL SEGMENT MANAGER JOHN GEARMAN

Taking a look back at 2016, the electrical industry thrived in the southern and eastern parts of the country, but here in the Midwest, things weren’t quite as strong. That means 2017 is our time to shine, and I am looking forward to a strong year for our customers.

One of the most encouraging trends in recent memory has been the resurgence of lighting retrofits as LED technology continues to grow. Not a week goes by that a manufacturer doesn’t talk to us about new innovations in LED lighting. As more companies introduce LED products, the abundance of options can be WWW.DAKOTASUPPLYGROUP.COM

overwhelming. DSG’s sales professionals work hard to simplify the process of choosing the right LED solution for each of our customers, and the result is an improved lighting environment operating at a much lower annual cost.

In addition to LEDs, it should come as no surprise that the electrical industry is talking a lot about connectivity, particularly the developments in system controls for lighting and the vast surge in connected devices. If you think the devices being installed in homes and offices are connected now, just wait until you see what’s next for the “internet of things.” Most electrical products will likely become smart products in the near future, and that includes much of our infrastructure.

Contractors continue to be challenged by the industry’s labor shortage. Helping customers address this issue remains a focus here at DSG,

and is the driving force behind our labor-saving “Wait” Loss product guide. Although these products can sometimes cost more up front, the time they save allows a smaller team of workers to do much more, helping projects to stay on time and on budget even when help is hard to find.

Check them out for yourself at www.dsgwaitloss.com.

Finally, 2017 will bring an increased focus on internal training for our employee owners here at DSG. We’ve learned from the National Association of Electrical Distributors and others that trade professionals are looking for increased product knowledge and expert advice from their distributors. We believe that ongoing training is one of the best ways to add value to the products we sell, and we are committed to offering all of our customers the high level of expertise they deserve.

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MEET THE DSG TEAM |

THE INSIDE CONNECTION Few, if any, positions at DSG have more customer interaction than the inside sales team. Ironically, that contact is rarely in person, instead being made up of mainly phone calls and emails. However, while inside sales team members may not be as visible as the outside sales team or city desk associates, they are as vital to our customers’ success (and therefore our own) as any group at DSG. All employee owners in the insides sales department work hard to maintain extensive product knowledge,

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a deep understanding of their customers’ unique needs and a commitment to staying on top of industry trends. As a result, they are an incredible resource for DSG customers. They are pricing experts, problem solvers, communication pros, product specialists and idea generators. Need a product that the manufacturer no longer makes? They’ll find you the perfect alternative. Want a part delivered that DSG doesn’t have in stock at your branch? They’ll find a branch that has it for you.

Have an outside-the-box request?

They’ll find you a solution.

The inside sales team is just that – a team. Across all branches at DSG and across all industries that the company serves, inside sales team members work together, putting their collective focus on adding value to every encounter they make and helping every DSG customer succeed.

Here are just a few of the outstanding men and women who work as insides sales associates at DSG.

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Biggest strength: My technology background;

I build and design home theater systems, audio systems and computers. Outside of my regular job responsibilities, I help customers with their computer issues and offer technology recommendations.

Hometown: Minot, ND First job: Papa Murphy’s Pizza

BRIAN WOIWODE

Hobbies/Interests: Watching pro football,

throwing darts and playing golf.

DSG location: Minot, ND

Most known for: I love the Dallas Cowboys.

Year started with DSG: 2012

Guilty pleasure: TV shows; My favorites are

Job description: I serve as a business consultant

Deadliest Catch, Game of Thrones, The Walking Dead and Homeland.

to our customers. In addition to taking orders, I research products, find solutions and recommend products to use.

Best part of your job: The customers; getting to

know them outside of the office and learning about what makes them tick.

Go-to music: Anything but country Most-liked smell: Oranges Favorite app/game on your phone: Reddit

One way you help customers succeed: I ask good

questions and provide additional knowledge about the parts and products customers are ordering so they get everything they need in one order.

Hometown: Dilworth, MN First job: Cook at Rax Restaurant Hobbies/Interests: Hunting, fishing and trapping Guilty pleasure: Beer

SHANE McCOLLUM

Craziest food you’ve eaten: Muskrat

DSG location: Fargo, ND

Favorite smell: Freshly mowed grass

Year started with DSG: 1992

A surprise fact about yourself: I don’t have one; I’m

Biggest strength: My people skills and

product knowledge What sets you apart: My responsiveness; I can’t

stand not getting back to someone right away.

an open book.

Preferred place to grab a bite to eat: The Toasted

Frog; they have great fish tacos.

Go-to music: Anything heavy Continued on page 34

Continued from page 33 What sets you apart: I’m extremely organized, from

my desk to my resources. When a customer calls, I’m able to give them an answer quickly and not waste their time.

Most known for: My years of knowledge; I’m the go-

to person to find product information.

Hometown: La Crosse, WI Favorite thing about where you live: I love the scenic

BOB KOTEK

hills, bluffs and valleys of La Crosse.

DSG location: La Crosse, WI

First job: Janitor at a high school

Year started with DSG: 1990

Hobbies/Interests: Bike riding, woodworking

One way you help customers succeed: I help them

Biggest strength: My memory

find things they need for jobs, so they can stay focused on their work.

Favorite piece of advice: Work hard and show up

Best part of your job: The variety; every phone call

Preferred place to grab a bite to eat: Rudy’s Drive-In;

and every day is different. It’s a great motivator.

they serve you on roller skates.

on time.

Best part of your job: The interaction with

customers; I enjoy talking with them and helping them with their product needs.

What sets you apart: Recognizing add-on products

for orders that will save them return trips for additional products.

Hometown: Tracy, MN First job: Cashier at Ken’s Super Value in Tracy, MN

DAWN WILLIAMS DSG location: St. Paul, MN Year started with DSG: 1991 Job description: I serve as a resource to customers,

helping them find the products they need and processing orders accurately and efficiently.

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Hobbies/Interests: Playing golf, spending time with

my two grandchildren A surprise fact about yourself: I like to wear hats.

Guilty pleasure: Cadbury eggs Craziest food you’ve eaten: Rocky mountain oysters Favorite app/game on your phone: Soda Crush Saga

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THE STRENGTHS OF SMART WATER METERS For more than a century, mechanical water meters were the workhorses of the municipal water industry. However, the past decade or so has brought massive leaps forward. Now, advanced, network-connected meters make accuracy easy and labor-intensive reading a thing of the past.

The future of metering lies with these socalled “smart meters” (oftentimes referred to as solid-state or static meters), and they are making a splash with their unrelenting precision, remote reading capabilities and intelligent alarms. “Much like how the iPod changed the way we listen to music, smart meters are taking the industry to a whole new level,” says Brad Simms, DSG territory manager for Automated Meter Reading / Advanced Metering Infrastructure.

“In the last few years, we’ve seen a tremendous surge in the demand for smart metering.”

There are two types of smart meters. Electromagnetic meters (sometimes referred to as mag meters) use a magnetic field to read water flow, while ultrasonic meters use sound waves to communicate water usage – and DSG offers both. Now, a partnership between DSG and Kamstrup is creating additional excitement around ultrasonic meters in South Dakota, Wisconsin, Minnesota and northern Iowa.

Unlike mechanical meters, an ultrasonic meter from Kamstrup has no moving parts to interfere with readings. That means it offers pinpoint precision throughout the life of the meter, a critical factor when it comes to reducing non-revenue water. In fact, ultrasonic technology starts measuring flow at 0.015 GPM versus 0.125 GPM with a mechanical meter. “That means it measures consumption from the very first

drop,” adds Simms. To prove just how accurate their meters are, Kamstrup even offers a 20year accuracy warranty in addition to its 20-year product warranty.

With ultrasonic meters, the data is not only more accurate than mechanical meters, there’s simply more of it. Kamstrup’s meters will store up to 460 days of ongoing data within the meter and 36 months of monthly readings. The meters also provide alerts for leaks, bursts, reverse flows, tampering and even ambient temperature.

Ultrasonic meters are more environmentally friendly too. Made from either reinforced fiberglass composite or stainless steel, ultrasonic meters from Kamstrup contain no lead (mechanical meters are still made primarily out of bronze).

For municipalities, utilities and rural water systems that aren’t ready to abandon their entire metering interface, there’s good news.

“Kamstrup’s encoded ultrasonic meters can be programmed to work with virtually any other metering software,” says Simms. “For those that want or need to upgrade their meters, but don’t want to switch their entire system, this versatility from Kamstrup is a great fit.”

The evolution of metering from mechanical to smart meters opens the door to a more efficient future for those in the metering industry, and companies like DSG and Kamstrup are making it easier than ever to switch.

To learn more about whether a Kamstrup ultrasonic metering system is right for your operation, contact your local DSG waterworks representative.

I DIDN’T KNOW DSG DID THAT! AUTOMATION DRIVE Start-ups

There’s nothing worse than when you get to the end of a project and discover that there’s still a lot left to do. That can be the case when it comes to prepping electrical drives for operation, a process commonly referred to as a Drive Start-up.

Thankfully, DSG’s panel shop offers a way for customers to breeze through this step.

When a DSG expert performs a Drive Start-up for a customer, he or she not only certifies the drive for its intended use, but also extends the warranty by six months simply by doing so. Primarily, these are done on Schneider Electric drives, 36

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including everything from ATV12s to ATV900s.

(DSG is also authorized by Yaskawa.) A Drive Start-up begins with DSG’s trained drive experts documenting all of the proper information (e.g., model, voltage, control type and a number of other parameters) and then programming the drive, verifying all of the settings, connections and motor performance.

They then finalize all of the information and send the proper documentation to Schneider Electric, who then provides confirmation that the warranty has been extended for another six months beyond its standard one-year duration.

The process usually takes less than

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DSG does more than supply products. We also offer services and expertise that may not be as visible as our warehouses or our trucks.

Here is one of our capabilities that might surprise you.

a day, but the benefits it provides last much longer. According to John DeYonge, automation project manager at DSG, the warranty extension isn’t the only advantage that DSG’s Drive Start-ups offer. “Many times, it’s a matter of convenience and peace of mind,” he says. “A common misconception is that the drives come programmed, but they don’t. Sometimes, a drive can come with just a simple start guide, or it comes with a web link that takes you to a more complex manual online that, in most cases, won’t have the specific instructions for our customers to set up the drives per their unique application. It’s easy to get lost in all of the information. When we perform the Drive Start-up, customers can skip all that, and they know that the drive is programmed the way it’s supposed to be.”

On the flip side, a drive that is not programmed correctly can lead to serious problems down the road, and not just with the drive itself. Motor failure and fires can cause entire operations to shut down. Improperly programmed drives can also cause electrical noise that can disrupt other equipment. “We’ve seen a case where a drive was in charge of bringing water from a well to cattle on a dairy operation,” recalls DeYonge. “The cattle had RFID chips in them to track the number of times each cow was milked per day and each one’s daily milk production.

The electrical noise from the drive was interfering with reading the chip, and the loss of information WWW.DAKOTASUPPLYGROUP.COM

caused a financial setback to the dairy operation.”

In addition, if a warranty does need to be utilized, the process goes a lot quicker if DSG has performed the start-up. “We have all of the documentation here at DSG,” DeYonge says.

“And as an ACE Distributor, we have a higher level of access to Schneider Electric support.

That means that everything gets expedited when we get involved.”

DSG actually keeps both an electronic copy and a paper copy of the drive program. This can come in handy if a customer wants to replace a drive or duplicate its operation for a new application. “There’s a lot of flexibility when a customer has us perform the Drive Start-up,” DeYonge adds. “If a customer wants a drive program to be altered during start-up, we can easily adjust settings and parameters.”

DSG has been offering its Drive Start-up service to customers throughout the Midwest for more than ten years. Its experts are trained and certified by Schneider Electric, and DSG has authorized team members in Sioux Falls, SD; Fargo and Grand Forks, ND; and Rochester, MN. To take advantage of DSG’s Drive Start-up services, speak with your automation sales representative at DSG. They can help you to quote the start-up service into your next project.

Learn more about DSG automation at www.dakotasupplygroup.com/automation.

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GROW YOUR BUSINESS |

2017 Power Tools Workshops Tackled Big Issues: Collections, Goal Setting And Communication In early 2017, DSG’s Power Tools Success Workshops were back, and attendees took home some powerful strategies from business consultant Jeff Staads of the Business Resource Center.

Staads isn’t a stranger to the trades. Many of

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his speaking and coaching sessions are in the homebuilding industry. “I really enjoy the trade industries because the people don’t come in with preconceived notions and attitudes,” he says.

“They come ready to learn how to improve their business.”

Before becoming a business consultant, Staads trained West Point cadets during his active tour of duty as a paratrooper with the U.S. Army’s 82nd Airborne Division. Today, he presents more than

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100 programs a year to audiences in the U.S. and abroad on how to be leaders, communicate and pull together as a team. His keynotes, seminars and workshops are all based on his philosophy of “Training with Attitude.” Like a good kick in the pants, his presentations are filled with excitement and humor, and this year’s Power Tools Success Workshops were no different.

Staads spoke on three different topics: the first, entitled “Get Your ASK in gear,” was all about collections and overcoming the challenges involved. According to Staads, the question about whether or not to charge extra fees for accepting credit cards was a hot topic. Staads says that it really comes down to creating a financial policy that you can share with customers up front, and contractors have several options. You can charge an additional fee for credit card purchases only; you can raise your overall prices (e.g., your hourly

Jeff Staads

but it can help a lot.”

Finally, Power Tools Success Workshop attendees learned about more effective communication, as Staads presented about how body language and personal appearance communicate messages to those around us.

“Personal appearance is about more than a clean uniform,” says Staads. “I tell people to take a look

“Training with Attitude.” rate) and then offer a discount to those who pay with cash or check; or you simply just raise your prices and don’t offer any extra charge or discount. “People expect prices to increase on a yearly basis, so contractors shouldn’t be hesitant to follow suit,” Staads adds.

This year’s Power Tools Success Workshops also discussed goal setting as Staads and attendees explored tools for creating individual, team and company goals that could be supported by the entire crew. “The key with goal setting is to write it down,” says Staads. “Many attendees had a goal in mind, but they had never put it to paper, described it or planned it out. It sounds so simple,

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at the inside of their company vehicle. If there is garbage laying around, what message does that send to someone who’s house you’re about to go into? How you take care of yourself and the things around you translates into how respectful you are going to be when you go into a home.”

Overall, feedback from Power Tools Success Workshops was positive from all sides. “The training with DSG was great because everyone there was so engaged,” says Staads. “They had willingly taken time out of their workday to learn how to run their business more effectively. It made my job a lot easier, and I think everyone benefited from it.”

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NEWS WIRE |

An exterior view of the new Plymouth, MN, branch in May 2017

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DSG’s Plymouth warehouse before products

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DSG MOVES TO PLYMOUTH HOPKINS, MN, BRANCHES MOVING UNDER ONE ROOF The Southwest Light Rail Transit (LRT) project is an exciting undertaking for Minneapolis, providing many job opportunities and improved transportation for residents.

It also means some exciting changes for DSG. The Southwest LRT has displaced DSG’s Hopkins location, and as a result, DSG relocated.

DSG’s new office and warehouse, located in nearby Plymouth, MN, opened on June 5, 2017 (along with a showroom that will open by the end of June). The move has provided a multitude of benefits and opportunities for DSG customers. Located at 845 Berkshire Lane North, DSG’s Plymouth branch is positioned in the northeast section of Carlson Parkway, right off of Interstate 494, providing quick and convenient access to its new facilities.

The new building is also much bigger, featuring 136,000 square feet of warehouse space, 25-foot ceilings, a 9,500-squarefoot, state-of-the-art showroom and a one-acre outdoor yard. In addition, the new site includes 14 shipping and receiving bays, compared to six at the old

Hopkins location. All of the city desk in the Twin Cities, extra space provides improved which means customers can warehousing opportunities, spend less time getting which ultimately means products and more time enhanced product access doing billable work.” for customers.

While many things have Due to its vast size, DSG changed as a result of this Plymouth now serves as a central move – more room, easier distribution hub for the Twin access, greater convenience for Cities region. It provides 24-hour customers – some things have turnaround to all DSG locations remained the same. The phone within the metropolitan area numbers are still 800-328-3976 and even as far as Alexandria (toll-free) and 952-935-0445 and Rochester, MN. (local), and customers will still According to DSG’s Twin see the same friendly faces that Cities General Manager Kurt they’ve come to know.

Christopherson, the biggest Editor’s note: At the time advantage for customers when of this writing, DSG’s move to it comes to the new office is Plymouth was on schedule. However, the city desk. Previously, the details may have changed after Hopkins location housed Connections went to press. For separate plumbing, HVAC/R questions, call 1-800-328-3976 or and electrical city desks, as 952-935-0445. well as two large storage areas.

Sometimes, customers would have to make several different stops during one trip to DSG. “Now, customers are able to get everything DSG S ASPIRE they need from SHOWROOM one single city DSG is rolling out a new lighting, desk location,” says plumbing and home technology Christopherson. “This showroom in Plymouth, MN. Watch for more information, coming soon! is the largest and fastest

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AFTER HOURS LIKE IT HAS NEVER BEEN DONE BEFORE When it comes to groups of hard-working people, contractors often appear toward the top of the list.

Spending their days juggling job site operations and business management at the same time, these busy men and women pack task after task into every minute of their day. Consequently, it becomes a challenge to get everything done in what are considered normal business hours, and it’s not unusual for a contractor to work 50 hours a week in the shop and then a few hours each day at home staying on top of paperwork.

To address the intensity of contractors’ schedules, more and more distributors offer after hours or emergency numbers. Unfortunately, many of them are simply call centers that merely act as an answering service, with orders put off until the next day. When DSG launched its After

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Hours Experts in late November 2016, it took a different approach.

Instead of being your typical answering service, DSG’s After Hours Experts service acts like an extension of a customer’s local branch and its inside sales team. Customers can call 844-DSGNITE between 5 p.m. and 11 p.m., Monday through Friday, to speak with an experienced customer support specialist. These After Hours Experts can help customers not only place an order or schedule a delivery, they can also help callers choose the right product for the job at hand. In some cases, they can even help to troubleshoot an actual job.

So, who are these experts, you ask? Read on to learn more about the DSG employee owners on the other end of your after hours phone calls.

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STEVE RUDELL Specialty: HVAC/R Interests: Baseball, movies and old cars Steve Rudell was born and raised in the Twin Cities of Minnesota, and he has spent much of his adult life in the world of HVAC/R, particularly refrigeration. In the ‘90s, he spent several years “on the road” for a contractor performing service work on coolers, freezers and other refrigeration systems.

For the last 15 to 20 years, he has worked for HVAC/R distributors, including DSG (starting in 2016).

A self-described “fix-it guy,” Rudell loves solving problems.

In fact, he has helped numerous customers troubleshoot issues since the After Hours Experts service kicked off. “Lucky for me, HVAC/R related issues don’t always happen during normal business hours,” Rudell

jokes, “but when they do happen, they’re often critical issues like a furnace not working during the dead of winter or a cooler full of food going out.

The tech can’t wait until the next day to talk to someone, and I’m happy to help.”

Rudell is also an avid learner, with degrees in both residential and commercial heating and air conditioning from Hennepin Technical College in the Twin Cities. It might not come as a surprise, then, that he’s a bit of a trivia buff. “I know a lot of random facts,” he says. “If I read something, it sticks with me.”

Thankfully for DSG HVAC/R customers, he knows a lot of facts about HVAC/R too.

The combination of Steve’s

experience and personality makes him a great asset to DSG customers. He understands the challenges they face on a daily basis – and knows firsthand that one of those challenges is finding the right products for the job. “A lot of customers know what type of product they need, but are unsure of the specifics,” Rudell says.

“For instance, part numbers in HVAC/R can get a little complicated. We have a part number, the manufacturer has a part number, and so on. I can help clear all of that up for the customer.”

To get ahold of Steve Rudell at DSG’s After Hours Experts, call 844-374-6483 Ext. 2.

MARK HUSTEDDE Specialty: Electrical Interests: Ceramics, cycling and the Green Bay Packers Originally from Milwaukee, WI, Mark Hustedde has worked for DSG since 2015. Starting off in the warehouse, Hustedde

transitioned to become part of the team at DSG’s city desk in Plymouth, MN. Before joining DSG,

Hustedde worked for an engineering firm in Hopkins performing utility billing analysis for manufacturers Continued on page 44

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across the country. He also served as an inspector for the Marquette Interchange Project, a major freeway construction project in downtown Milwaukee completed in 2008, which at the time was considered the largest construction project in state history and was noted for coming in several months ahead of schedule and significantly under budget. It was there that he fine tuned his skills in collaboration, time management and attention to detail – three things that make

him a great fit as one of the DSG After Hours Experts.

“I know how challenging it can be to multitask on a job site,” says Hustedde. “Sometimes it’s easier to call in your order later when there’s not so much happening, and that’s what we’re here for – to make things easier for our customers.”

Hustedde has got a highenergy personality with a work ethic to match. Evidence of that is the fact that he has two degrees; a communications degree from the University of

Minnesota and an engineering technology degree from Milwaukee Area Technical College. When you call Mark, you’ll find that he channels his energy into putting others at ease. “I want our customers to know that I’m here to do what I can to help,” he says. “If they feel confident when they hang up the phone, then I’ve done my job.”

To get ahold of Mark Hustedde at DSG’s After Hours Experts, call 844-374-6483 Ext. 1.

CHRIS SCHWAN Specialty: Plumbing Interests: University of Tennessee football, Harleys and fishing Chris Schwan is a native of Aberdeen, SD, but one moment with him on the phone, and you’ll be able to tell that he lived in Tennessee for several years. During his time in the Volunteer State, Schwan gained an abundance of what he calls “experience in people,” serving in customer servicerelated positions for a wide variety of industries, including computer technical support and biomedical repair. He also served in the National Guard.

Through his experience, Schwan discovered that he had an aptitude for learning

on the go, which serves him well as an After Hours Expert.

“Even if I don’t know an answer right away, my proficiency with computers allows me to find answers quickly,” he says. “And if I need more time, I don’t make customers wait on the phone.

Instead, I’ll call them back when I’ve got what they need.”

As someone who spends nearly 40 hours a week on the phone, Schwan genuinely enjoys talking with people. “I love it when the phone rings,” he says. “I want customers to know that we're here for them after hours and that we can do almost

anything that DSG normally does before 5 p.m. I encourage all of our customers to take advantage of it.”

According to Schwan, a simple approach to customer service is oftentimes the best approach. “At DSG, I specialize in plumbing,” he says. “I also have a real knack for knowing how people want to be treated.

That’s why I have a simple goal: every time a customer calls me, I want them to be glad they did.”

To get ahold of Chris Schwan at DSG’s After Hours Experts, call 844-374-6483 Ext. 3.

State Of The

INDUSTRY UTILITY

Powering Ahead UTILITY SEGMENT MANAGER CHAD VEITENHEIMER

The utility industry has soldiered on admirably in the last few years in spite of increased government regulation and usage restrictions. In response, many utilities are offering more incentives to consumers who use LED lighting or geothermal heating. In fact, some of our co-ops and municipal customers are actually experiencing enough growth to offset some of the usage reductions. Our customers always seem to keep their focus on the future, looking for new opportunities, so the utility industry in our WWW.DAKOTASUPPLYGROUP.COM

service area has been just as dependable as the power it provides.

With that said, LED lighting is showing huge promise for utilities in both rural and urban areas. Not only do LED solutions reduce energy usage, but they reduce maintenance costs as well. Previously, maintenance needed to be performed every two to three years on a bulb. LEDs are expected to last 20 years.

We’re also seeing encouraging progress in Advanced Metering Infrastructure (AMI). This technology not only allows utilities to read meters more conveniently, but to better control and manage their entire operations. Both cooperatives and municipal utilities see benefits from adopting AMI that reach far beyond their metering and billing departments. The data that AMI systems gather

can be used by many groups within the organization, from engineering to customer service. It’s the next generation of metering, and the improved functionality that it provides is something that utilities can definitely look forward to.

Speaking of forward momentum, at DSG we introduced a number of exciting new product lines in 2016, including Superior Essex and Richards Rubber Goods. Both companies have proven histories of expertise, both manufacture their products in the United States and both share DSG’s focus on helping utilities become more successful. The addition of these two brands to our product lineup strengthens our capabilities significantly. We’re excited to help our customers put the power of these products to work.

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Each year, DSG enlists the research experts at Farmington Consulting Group to perform an in-depth customer satisfaction study. Many of you have even participated by offering your feedback, and we appreciate that. It’s DSG’s goal to achieve ongoing improvement, and to that end we thought it might be valuable to share some of the results from our latest survey.

DSG’s Total Customer Service Index, a measure that shows customer satisfaction in all areas of the business, has improved each year since 2014.

2016

2015

2014

When asked if they were satisfied with the Customer Service Guarantee (100% order accuracy, 2 business day stock credit and our top 200 items always in stock), more and more customers are seeing the value.

Customer service ratings in each of these areas saw positive growth over the previous year:

n! o i t c a f s i Sat

North Dakota: Bismarck (800) 363-7112 Bismarck Waterworks (855) 337-9258 Dickinson (855) 245-2098 Fargo (800) 437-4702 Fargo Waterworks (800) 342-4676 Grand Forks (800) 633-2211 Minot (800) 472-2145 Williston (800) 637-0170

P.O. Box 13573 Grand Forks, ND 58208-3573

South Dakota: Aberdeen (800) 660-5532 Mitchell (800) 660-5534 Pierre (800) 660-5537 Rapid City (800) 660-5538 Sioux Falls (800) 540-8215 Sioux Falls Waterworks (800) 660-5531

Minnesota: Alexandria (800) 345-0094 Austin (800) 521-6747 Bemidji (866) 506-0280 Grand Rapids (877) 327-1454 Ham Lake (763) 784-4478 Monticello (888) 295-9355 Oakdale (651) 777-1044 Plymouth (800) 328-3976 Rochester (800) 562-1784 St. Paul (800) 652-9784 Winona (800) 237-0470

Wisconsin: La Crosse (800) 279-2726 Plover (800) 472-1661 Rice Lake (800) 962-2759

Montana: Billings (844) 753-9120 Bozeman (800) 416-0005 Helena (800) 697-0005 Kalispell (800) 949-0005 Missoula (888) 865-0005

Minot Williston Grand Forks Dickinson

Kalispell Missoula

Helena Bozeman

Bismarck Billings

FARGO

Aberdeen Rapid City

Pierre Mitchell Sioux Falls

Bemidji Grand Rapids Alexandria Twin Cities

Rice Lake

Plover Winona La Crosse Rochester Austin

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Ham Lake Monticello Oakdale Plymouth St. Paul