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POWER EQUIPMENT TRADE
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POWERlines
A Hatton-Brown Publication
Bringing The Expertise DAN SHELL
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he other day driving to work I heard another radio ad gem from local dealer Bruce Holding of CTE Equipment here in Montgomery, touting the value and expertise consumers can find at power equipment dealerships that provide sales and service. The spot starts with a local radio personality’s voice rising as he says “piece of junk!” repeatedly while trying to start a small engine. Holding, in what I’m assuming is a Stihl co-op ad, comes on the scene and offers the guy a Stihl, starting it quickly. The radio guy, actually local station owner Al Golden, does a great job sounding like a truly breathless, frustrated and desperate consumer: “Where can I get one of those—Lowes? Home Depot?” “I bet this thing costs a fortune!” “Oh, so you gotta send it off to fix it, and I won’t see it for six weeks, right?” Each time Holding steps in, addresses Golden’s concerns and educates him that he doesn’t sell “pieces of junk.” Most turnaround times are less than a week (and he also has a loaner program)—and that his opening price points for Stihl products are actually quite competitive with local box stores. There are several solid dealers in town and they all advertise, but Holding is the one who truly touts the dealer’s expertise and premium products that aren’t available anywhere else in the market. Dealers across the Northern reaches of the U.S. are bringing the expertise as this is being written on Valentine’s Day 2014. The impacts of what was initially the storm named “Pax,” which turned into “Snow-mageddon” as it sweeps up the Eastern Seaboard, are still being felt. Snowblower sales are through the roof where units are available, and snowblower service work is in high demand. Power outages for hundreds of thousands are spurring generator sales—and woe be to the consumer who last ran that generator two years ago in an ice storm and forgot to drain the fuel, leading to ethanol damage. Meanwhile, power outages are fed by ice-shrouded trees and limbs near powerlines that can’t support the extra weight. The tree damage and subsequent cleanup spurs chain saw sales and service. Times like these are when power equipment dealers literally function as public service assets for their communities: providing the equipment and products that deliver relief for the stricken and help clean up afterward. When times are tough is when the whole industry shows its best face as dealers, distributors and OEMs all work closely together to see product is directed to where it’s needed most and customer needs are met. Here in Montgomery it’s supposed to hit 70 degrees in the next 48 hours, with sunny skies and spring-like conditions all next week. Dealers in the Northeast are looking at a long hard slog of clearing orders and satisfying customers. Whether it’s 70 and sunny or 17 and snowing, dealers are always working to bring the expertise to the market, along with a better value PET for customers. Contact Dan Shell, ph: 334-834-1170; fax 334-834-4525; e-mail: dan@hattonbrown.com
PET Dealer Survey Returns The longest-running lawn and garden industry dealer trend database is back! Please take the time to visit https://www.surveymonkey.com/s/PET2014DealerSurvey to take the 2014 PET Dealer Survey and help us learn more about the dealers we cover. Power Equipment Trade has surveyed the lawn industry’s dealer base regularly since 1991 and developed quite a history on dealership trends, so your responses are valuable to us. The PET Dealer Survey covers not only the basics like number of employees and annual revenues but also things like technician pay systems, ethanol and fuel concerns, dealership technology and more. The results will be published beginning in the May issue of Power Equipment Trade. Three lucky 2014 PET Dealer Survey takers will win FREE Power Equipment Trade t-shirts in a random drawing!
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www.poweret.com
Co-Publisher/Adv. Sales Manager David H. Ramsey Co-Publisher/Executive Editor David (DK) Knight Chief Operating Officer Dianne C. Sullivan Publishing Office Street Address: 225 Hanrick Street Montgomery, AL 36104-3317 Mailing Address P.O. Box 2268 Montgomery, AL 36102-2268 Tel: (334) 834-1170 Fax: (334) 834-4525 Editor-in-Chief ■ Rich Donnell Managing Editor ■ Dan Shell Senior Assoc. Editor ■ David Abbott Associate Editor ■ Jessica Johnson Associate Editor ■ Jay Donnell Contributing Writers Dale Stotts, Greg German Production Manager ■ Cindy Sparks Ad Prod. Coordinator ■ Patti Campbell Circulation Director ■ Rhonda Thomas Advertising Sales Southern U.S. Randy Reagor Tel: (904) 393-7968 Fax: (904) 393-7860 E-mail: randy@hattonbrown.com Midwest U.S., Eastern Canada John Simmons Tel: (905) 666-0258 Fax: (905) 666-0778 E-mail: jsimmons@idirect.com Midwest/Northeast U.S. Utility & ATV (exclusively) Paul Holdsworth Tel: (847) 934-0084 Fax: (847) 934-0556 Email: phpeh@hotmail.com Western U.S. & Canada Bill Albrant Tel: (951) 696-1473 Fax: (702) 442-2920 Email: billa@wgholdsworth.com Europe & Scandinavia Murray Brett Tel: +34 96 640 4165 Fax: +34 96 640 4022 Email: murray.brett@abasol.net Distributor Library Kathy Sternenberg Tel: (251) 928-4962 Classified Advertising Bridget DeVane Tel: 334-699-7837 (800) 669-5613 Reprint Sales Patti Campbell Tel: (800) 669-5613
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Volume 63 ■ Number 2 ■ MARCH 2014 Our 695th Consecutive Issue ■ Founded in 1952
Renew or subscribe on the web: www.poweret.com
FEATUREstories
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GREEN PRODUCTS
No-Emissions Equipment
LANES OUTDOOR EQUIPMENT Second Generation Fla. Dealer
BATTERY TECHNOLOGY What You Need To Know
INCREASE MARKET SHARE Take Advantage At Point Of Sale
8 10
VALUEadded Power Suppliers ___________________________6 Dealer Voices ____________________________18 Showroom ______________________________20 Distributor Library ________________________24 PETcetera/Ad Index _______________________29 Dealer To Dealer _________________________30
COVERphoto Battery powered and corded electric equipment take the stage in this issue helping to make the green industry greener, beginning on Page 8. (Cover design by Shelley Smith, photo courtesy of Stihl, Inc.) Member Verified Audit Circulation
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Power Equipment Trade (ISSN 1063-0414) is published 10 times annually (January/February and July/August issues are combined) by Hatton-Brown Publishers, Inc., 225 Hanrick St., Montgomery, AL 36104. Subscription Information— PET is sent free to qualifying industry professionals in the U.S. All non-qualified U.S. subscriptions are $55 annually; $65 in Canada; $95 (Airmail) in all other countries (U.S. funds). Single copies, $5 each; special issues, $20 (U.S. funds). Subscription Inquiries—TOLL-FREE 800-669-5613; Fax 888-611-4525. Go to www.poweret.com and click on the subscribe button to subscribe/renew via the web. All advertisements for Power Equipment Trade magazine are accepted and published by Hatton-Brown Publishers, Inc. with the understanding that the advertiser and/or advertising agency are authorized to publish the entire contents and subject matter thereof. The advertiser and/or advertising agency will defend, indemnify and hold Hatton-Brown Publishers, Inc. harmless from and against any loss, expenses, or other liability resulting from any claims or lawsuits for libel violations or right of privacy or publicity, plagiarism, copyright or trademark infringement and any other claims or lawsuits that may arise out of publication of such advertisement. Hatton-Brown Publishers, Inc. neither endorses nor makes any representation or guarantee as to the quality of goods and services advertised in Power Equipment Trade. Hatton-Brown Publishers, Inc. reserves the right to reject any advertisement which it deems inappropriate. Copyright ® 2014. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Periodicals postage paid at Montgomery, Ala. and additional mailing offices. Printed in USA. Postmaster: Please send address changes to Power Equipment Trade, P.O. Box 2419, Montgomery, Alabama 36102-2419. Other Hatton-Brown Publications: Timber Harvesting ■ Southern Loggin' Times ■ Timber Processing ■ Panel World
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POWERsuppliers OPEI Expands Battery Initiatives Outdoor Power Equipment Institute (OPEI) recently announced that it is ramping up its regulatory standards and market reporting and statistics efforts to meet the needs of the corded electric and battery product segments. In recent months, OPEI has welcomed several new battery and electric companies to its membership including iRobot, Positec, Stanley Black & Decker and Sunrise Global Marketing. John Cunningham, president of the Consumer Products Group at Stanley Black & Decker, Inc., recently joined the 2013-2014 OPEI Board of Directors. To help the industry have a voice in regulatory and standards development, OPEI also formed an Electric Products Committee, currently led by representatives from Stanley Black & Decker and Techtronic Industries, N.A. The OPEI Electric Products Committee is tasked with coordinating with the International Electrotechnical Commission (IEC) on standards for battery and electric products for international markets, as well as regional adoptions for the North American market. The committee members are given an opportunity to participate, review and give input in the development of product standards. The first order of business has been the development of the first ever OPEI/ANSI standard for an electric robotic mower: 14 member company representatives are currently reviewing IEC standards for electric robotic mowers. They are then identifying modifications for the North American market. Projects are also under way to develop standards for battery and electric chain saws, hedge trimmers and string trimmers. “The formation of our Electric Products Committee not only addresses the unique needs of battery and electric products, but it also allows us to harmonize requirements between fuel powered, corded and battery products on a global basis,” Kris Kiser, President and CEO of OPEI, says. As sales and demand for battery and electric driven outdoor power equipment increases, OPEI is expanding its market statistics collection to capture and track the growth of this product segment. Current reports for OPEI members include monthly shipment data for battery and electric blowers and walk-behind rotary mowers. Future reporting is planned to include battery and electric snow throwers, chain saws, string trimmers and hedge trimmers.
SnowEx Announces Contest Winners SnowEx has announced the Rochester, Minn. branch of Reinders Inc. as its 2014 showroom contest winner. Runners-up were Jefferson Hills Lawn Equipment of Jefferson Hills, Pa., and Ribco Supply of Clarksburg, Mass. The showroom contest was open to all SnowEx dealers, who were encouraged to submit photos of their SnowEx product displays. SnowEx judged the participants on a variety of criteria, including best use of space and visual appearance. The grand prize winner was awarded its choice of a SR-210, SP-85 or SD-95 SnowEx spreader.
NASPD, Stihl Award Scholarships National Assn. of State Parks Directors (NASPD) Leadership School gathered students for an onsite learning forum in West, Va. recently. The State Park Leadership School is a two-year cer6
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tificate program that provides state park personnel with instruction from experienced state park directors through a combination of distance learning and onsite education. “Balancing quality outdoor experiences with the conservation of iconic natural resources is paramount. The support that Stihl is providing the State Park Leadership School is pivotal in training tomorrow’s park leaders to be effective,” Lewis Ledford, NASPD Executive Director, says. Roger Phelps, from Stihl Inc., along with NASPD awarded 13 $1,000 scholarships for participants to attend the Leadership School.
NAEDA Names New President/CEO North American Equipment Dealers Assn.’s new president and CEO, Richard “Rick” Lawhun, took the helm of the association in January. Prior to joining NAEDA, he served as president and CEO of the American Concrete Pressure Pipe Assn. (ACPPA) in Fairfax, Va. Prior to joining ACPPA, Lawhun was Vice President of Member Benefits for the National Assn. of Insurance and Financial Advisors in Falls Church, Va. He also served in a variety of staff leadership roles at the American Society of Civil Engineers. Early in his career, Lawhun managed an engineering department at Dewberry & Davis, an ENR Top 50 design firm. Lawhun is an alumnus of Virginia Tech University, where he earned a Bachelor of Science degree in Civil Engineering.
Toro Recognizes American Heros Toro Company recently announced a new equipment discount program, called the “American Hero Program.” Under the program, current or former members of the military, and current or former firefighters and police officers are eligible to save 18% off the manufacturer suggested retail price of Toro landscape contractor equipment. “There are a number of people who have served or are serving in the military, or in their local communities as firefighters and police officers, that use our equipment professionally or at their own homes,” explains Chris Hannan, Marketing Manager for Toro. “We wanted to develop a discount program to support these heroes.” To take advantage of the American Hero program, military members, firefighters, and police officers (with proper identification) can visit any participating Toro dealer to receive discounts on Toro landscape contractor equipment. To learn more about the program, visit www.toro.com/americanhero.
Jacobsen Acquires Dixie Chopper Textron subsidiary Jacobsen has acquired the assets of zeroturn mower manufacturer Dixie Chopper. According to Jacobsen President David Withers, “The addition of Dixie Chopper expands our reach into the consumer and commercial sectors, including municipalities, with a full range of zero-turn mowers known for their speed, quality and performance.” With the addition of Dixie Chopper, Jacobsen offers a complete product line of turf maintenance equipment, including zero-turn mowers, small and large area reel mowers, trim mowers, wide-area rotary mowers, aerators, sprayers, utility vehicles and renovation equipment. The company manufactures 11 models of zero-turn mowers. Dixie Chopper founder and Chairman Art Evans says, “Our line of zero-turn radius mowers fit perfectly into the Jacobsen portfolio of products, and the joining of Dixie Chopper and Ja-
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POWERsuppliers cobsen offers an opportunity for Dixie Chopper to reach a global market and expand brand awareness.” Jacobsen will continue to operate Dixie Chopper at the company’s Indiana facilities in Fillmore and Greencastle, Ind., and the existing Dixie Chopper management team will join Jacobsen.
Briggs Adds Veteran Staff Briggs & Stratton Corp. is adding two commercial engine industry veterans to its Commercial Power sales team. Randy Lockyear, Senior Director of Commercial Sales, will oversee sales in North America of commercial engines. Rick Wendt, Director of Commercial Sales, focuses on the light construction and utility commercial business. Lockyear comes to Briggs & Stratton from Kawasaki Motors Corp., where he spent more than 20 years in a variety of positions, most recently as National Sales Manager North American/Australian Engine Sales. Wendt comes to the company from American Honda Motor Company, Inc., where he spent more than 30 years in multiple roles, most recently as National OEM Sales Manager for Honda engines.
Carlisle Transportation Acquired American Industrial Partners (AIP), a middle-market private equity firm focused on acquiring and improving North American-headquartered industrial businesses, completed the acquisition of the Transportation Products division (CTP) of Carlisle Companies Inc. on December 31, 2013. CTP, founded in 1917, is a leading manufacturer of specialty tires, wheels and power transmission belts for a diverse range of end markets including the outdoor power equipment, agricultural, construction, high speed trailer and power sports markets.
ing our common strengths, both companies will be well positioned for future growth in the months and years ahead,” says Best. According to Todd Stucke, Kubota VP of Agriculture and Turf Equipment, the Kubota dealer network includes over 1,100 sales and service locations. “We are excited about the opportunity to bring Echo, Shindaiwa and Echo Bear Cat products into the Kubota dealer network,” says Stucke. A series of joint sales and marketing programs will be rolled out this year, at which time Kubota dealers can begin expanding their customer product offerings.
Kioti Tractor Record Year Kioti Tractor recently announced record sales growth of more than 10% in 2013, claiming increased overall market share, dealer acquisition and annual sales. In 2013, Kioti expanded its dealer network, acquiring the largest amount of new dealers since becoming a direct distributor for the North American market. Other key milestones for 2013 included the addition of the EPA certified Tier 4 tractor models to Kioti’s equipment portfolio. By adding the Tier 4 tractors, which are equipped with a Daedong Tier 4 Eco Diesel engines, Kioti reports it became the first Korean manufacturer to receive Tier 4 EPA certification. According to company officials, Kioti plans to release additional tractor lineups in the near future, while placing an even greater focus on dealer partnerships.
Lube-Tech Opens In Louisiana La. Gov. Bobby Jindal and Lubrication Technologies Inc. CEO Chris Bame recently announced that the North Golden Valley, Minn. based company will begin operations in a 226,000 sq. ft. facility in Shreveport, La. Lube-Tech will make lubricants and related fluids for power sports, marine and outdoor power equipment markets in the Shreveport facility, which is the company’s first major investment in the South. The facility, a former General Motors assembly plant, will undergo $16 million worth of upgrades, according to the Associated Press. Lube-Tech officials told the AP that moving some operations to Louisiana will allow the company to better serve Southern customers and be closer to its supply sources.
ECHO, Kubota Announce Alliance Echo and Kubota Tractor have announced a U.S. dealer alliance aimed at growing their combined sales within the commercial turf and consumer lawn and garden markets. As part of the alliance, Echo and Shindaiwa will become the preferred brands of handheld equipment within the Kubota dealer network. The alliance also names Echo Bear Cat as a preferred brand of chippers, shredders, log splitters and wheeled trimmers within the Kubota dealer network. “There is a tremendous amount of synergy between our companies and brands,” says Mike Best, Echo VP of Sales and Marketing. Both have parent companies headquartered in Japan and both target commercial users and large landowners. “By leveragPOWER EQUIPMENT TRADE
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GREENproducts CORE GasLess Power Equipment
Earthwise Lithium-Ion Mowers
CORE’s products are designed for commercial users seeking a lightweight, costeffective and powerful alternative to gas powered equipment. All products utilize its state-ofthe-art Conductor Optimized Rotary Energy (CORE) motor technology, which produces the highest energy factor per pound of any existing motor on the market at a fraction of the size and weight. The line currently includes string trimmers, blowers and hedge trimmers. Beyond its dedicated units, CORE recently introduced Power Lok, a split-boom technology that offers users access to all three of these essential lawn care tools in one powerful landscaping system. With new product concepts constantly being developed, CORE is getting ready to unveil a line of Elite products that offer two times the power and run time of its current equipment. 6160 Call 406-883-2673; visit coreoutdoorpower.com.
The Earthwise family of mowers is growing with two new walk-behind mowers that promise to perform long and strong. Fueled by a rechargeable lithium-ion battery and a brushless motor, Great States’ options have more torque and power, and they run longer than previous generation mowers. New battery technology such as lithium is unique at the consumer level, but not all lithium is alike. What separates Great States from the pack is their focus on battery sorting, testing and verification. The 17” V lithium cordless mower features a 17” cutting width, a brushless motor, a 2-in1 mulch rear bag, a single lever height adjustment from 1.5” to 4” as well as a Poly deck. The 19” 40 V features a 19” cutting width, a 40 V lithium-ion battery, a brushless motor, a 3-in-1 mulch rear bag with side discharge, a single lever height adjustment from 1.5” to 4” and a power coated all steel deck. 628 Call 800-633-1501; visit reelin.co.
Cub Cadet Battery-Operated Mower
Oregon Battery-Powered Tools
Oregon is leading efforts to “green” the green industry with its 40V MAX Cordless Tools. Powered by Oregon’s exclusive 40V MAX premium battery technology, the tools offer maximum performance without the hassles of gas. The professional grade product line-up includes the ST275 string trimmer/edger, ST250 string trimmer/edger, PS250 pole saw, CS250 chain saw and HT250 hedge trimmer. Utilizing lithium ion cylindrical cells, specially designed for high power applications, Oregon’s battery technology offers high power density with a lightweight. It also provides a better user experience, with long run times and constant no-fade power. Available in three capacities, the battery packs are compatible with all Oregon Cordless Tool System products, making it easy and convenient to switch tools between tasks. With no gas or diesel in the mix, Oregon’s Cordless Tools are environmentally conscious, with no toxic emissions and minimal maintenance. Call 503-653-4759; visit oregoncordless.com. 3579 8
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Cub Cadet’s RZT S Zero, the world’s first fully-electric zero-turn riding mower with steering wheel control and fourwheel steering technology, is an extension of their award-winning line of zero-turn mowers. The Zero provides industry leading benefits of zero noise, zero gasoline or oil, zero gasoline emissions and zero belts or filters to change. It was first introduced to select markets in the spring of 2013, and has since earned global award recognition, media commendation and enthusiastic response from the thousands who test drove it during the 2013 Cub Cadet Test Drive Experience Tour. The Zero provides incredible maneuverability on all types of terrain and allows for greater straight-line tracking as well as traction and stability on hills. The advantages are immediately apparent with the Zero’s “no compromise” cutting performance that produces the Cub Cadet Signature Cut that customers have come to expect from the brand. 2017 Call 877-428-2349; visit cubcadet.com/zero.
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GREENproducts TurfEx Electric-Powered Sprayers TurfEx’s TL-80 and TL-80SS electric-powered push sprayers for the turf industry are capable of spraying all liquid solutions. The TL-80 comes with a powder-coated frame, while the TL-80SS features a stainless steel frame. Both sprayers include 12 gal. tanks, constructed of lightweight, corrosion-resistant polyethylene. A front-mounted, adjustable-height boomless nozzle is capable of spraying between 48 and 72” wide. Each unit is also equipped with a professional-duty, variable-tip spray wand on an 8’ hose. A convenient switch toggles between nozzle and spray wand operation. All functions of the push sprayers are powered by an electric pump and a 12 V rechargeable battery. A unit can spray approximately 120 gal. per charge, and the battery charge time is 12 to 16 hours. Other standard features include inline filtration in the tank and large pneumatic tires for easy pushing over any terrain. The sprayers are covered by a two-year limited warranty. 1516 Call 248-586-3500; visit trynexfactory.com.
Stihl Battery KombiSystem
The Stihl AR 900 backpack battery, combined with the fastest charger in the Stihl line, offers professional users a viable alternative to gasoline-powered equipment, especially in noisy and environmentally sensitive areas. It powers all handheld products in the Stihl Battery KombiSystem and delivers the extended product run times professionals have been asking for. The AP 180 battery is new to the lineup weighing a mere 3.8 lbs., and it can be charged hundreds of times without any noticeable loss in capacity. Even after 500 charges, the battery retains over 80% capacity. The MSA 200 C-BQ chain saw is the most powerful Stihl lithium-ion chain saw to date. When
used with the AP 180 battery, the MSA 200 C-BQ has 15% more motor speed, 30% more cutting capacity and 20% more torque than the Stihl MSA 160 C-BQ. Quiet enough to use indoors or in residential areas, this cordless electric chain saw allows users greater flexibility to work on projects with minimal noise and no exhaust emissions Call 800-467-8445; visit stihlusa.com. 1697
Ecopro Tools Cordless Trimmer
The Ecopro Tools cordless 40V string trimmer uses the latest brushless motor technology. It gives you gasoline-like performance and superb run time. The string trimmers offer you a 13”cut, with high quality 0.080 lines. This unit is built to last, with the highest quality components on the market today. Ecopro offers a wide range of gardening products for all gardening needs. Ecopro Tools is the one-stop manufacturer for all of your eco green gardening needs Enjoy the garden more with Ecopro’s easy to use 40V cordless products. 3297 Call 855-326-7768; visit ecoprotools.com.
Husqvarna Battery Products
Husqvarna is adding to its line of battery-operated products. Each new product is equipped with a high-capacity Li-Ion 36 V battery that offers the performance of a gasoline powered engine with a cleaner and quieter experience. Among the new products is the 536LiHD60X Hedge Trimmer. Delivering 100 minutes of run time, it features a pivoting rear handle to make it easier to cut the sides and tops of tall or low hedges, a professional-grade laser-cut 60 cm blade and minimal noise and vibration levels in comparison to gas powered products. Three new high-performance trimmers, the curved 136LiL, the straight loop 536LiL, and the straight bullhorn 536LiR provide excellent ergonomics and balance for efficient, non-exhausting performance. Each provides stepless electronic speed control, with the latter two models featuring a brushless motor and rotation direction change for professional use. 851 Call 704-921-6844; visit husqvarna.com. POWER EQUIPMENT TRADE
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Florida Dealer Becomes Panhandle Force The remote location of Lanes Outdoor Equipment has helped the store pull customers from all over Florida and Alabama. BY JAY DONNELL CHIPLEY, Fla. anes Outdoor Equipment, Inc. has been a force in the panhandle since 1988. The company has built a reputation in its area as the “only place to buy power equipment for the landscape professional.” The business focuses on selling and servicing products that will help its customers operate efficiently and profitably. The business’s founder, John Lane, retired from the Army in the late 1960s and then went to vocational school in the Chipley area. He worked on small engines and heavy machinery and then he and his wife Louise opened up a hobby shop on the side in 1968 known
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as “Lanes Small Engines.” Their son, Johnny, now 48, started working for the company as a teenager and later full time in 1985 after attending Chipola College. John retired in 1988 and the business incorporated as Lanes Outdoor Equipment, Inc. with Johnny and his mom carrying on the family business. The business eventually outgrew the hobby shop and in 1996 they moved to the current location just down the road. Since the business began, Lanes Outdoor Equipment’s strategy has focused on putting the customer first. The dealer’s location has been essential to the success of the business. The store is located between Dothan, Ala., Panama City, Fla. and Tallahassee, Fla. Though it sits in the middle of rural area, it pulls a lot of business from surrounding counties. “There’s not a lot of other shops around here, especially ones that are chasing the commercial market so that’s been big for us,” Johnny says. The company has nine full-time employees including five service technicians. Lane believes one of the biggest challenges of running his business is
maintaining a strong work force, but he doesn’t like to roll through a lot of employees. “It’s like a team sport, everyone has to do their job for the team to win; if the same bunch plays together for a while, good things can happen. We have been blessed with a good team,” Lane says. All of the service techs at Lanes Outdoor Equipment have been there at least eight years. The labor rate is $60 an hour and it was last raised in 2012. All of Lane’s technicians come from Washington Homes Technical Center, also located in Chipley. “Every mechanic that works with us has been through a small engine course or diesel machinery class at that school at one time or another,” Lane says. Lane points to maintaining and dealing with employees as one of the bigger challenges of his business, but he notes that all business owners have to deal with the challenge of maintaining a strong work force. Lane has been lucky with his service technicians. “Lon has been here for 30 years and Tommy has been here over 10 years. We have had a few come and go but have managed to
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keep P.J. and Josh for at least eight years each,” Lane says. Keeping technicians around for a long period of time is no easy task. “I put up with them and they put up with me. I am the best boss because I let them get away with things and I’m the worst boss because I let them get away with things,” Lane says. Lane’s wife, Angela, is the Vice President of Lanes Outdoor Equipment. She does most of the office work including getting the bills paid on time. Louise has worked in the store since it opened. They are truly a family business and the store has a family friendly vibe that customers can appreciate.
From left, Johnny Lane, Angela Lane and Louise Lane
Product Offerings Lanes has an extensive inventory of older Husqvarna parts to cater to longtime customers that bring in old equipment. “I like to be able to take care of the old-timers when they bring in a dinosaur that needs something. We like being able to service a 30-year-old saw,” Lane says. They have been selling Gravely and Husqvarna since the 1970s. “We’ve had SCAG and Grasshopper since the mid to late 80s. Those were the first two lines we took on and we still carry them,” Lane says. The store also offers Echo, Snapper and Gravely. Lane adds, “We don’t like to jump around on the product line too much.” The company started using the Yard Card service in the 1990s and they have been using Sheffield Financial for the 10 years. The Yard Card service has been very successful. “When a customer can walk in, fill out an online application, get approved and then drive away with a new machine in less than half an hour, that’s a good thing,” Lane says. “They get a new mower at a great financing rate and we sell a mower and get paid for it in a very timely manner.” Lanes has been using a Microsoft point of sale program since 2005 and they have seen excellent results. All of the parts ordering is done directly with the distributor or manufacturer. “We have been using Vidmar bins for parts for years so we can bin locate every part that gets entered,” says Lane.
Promotions Lanes Outdoor Equipment uses radio, television and newspaper ads to promote the business. They also have a very useful website, lanesoutdoor.com, that is user friendly for customers who
Lanes Outdoor Equipment offers an extensive line of Gravely products.
want to look online for parts and products. The website is more like an online catalog for customers. “We’ve had our website for 10 years or longer and it will promote our open house and different stuff that we do,” Lane says. The company’s best marketing vehicle has been local cable network advertising because it is inexpensive and a wide range of audiences can see the advertisements. For local radio advertising, Lanes uses Beach 95.1 and Talk 93.7. The store plans to host its 24th annual open house on the first Friday in March. The open houses at Lanes Outdoor Equipment have always been successful. Lane believes that it’s the most important day for the store during the year. More than 100 landscaping and lawn maintenance professionals, outdoor equipment professionals and residential lawn owners will turn out for the open house. This one-day sale will feature a showcase of some of the newest lawn care technology, along with deep discounts on professional grade lawn equipment. Last year’s open house had discounts of up to 10%, along with premi-
ums valued at up to $1,000, coupled with 54 months at zero percent interest. These deals caught the attention of attendees and the day was big success. SCAG regional sales manager Robert Irby praised last year’s open house. “This is a well-executed, well-promoted showcase, and we have typically done well here. We appreciate our partnership with Lanes,” Irby says. The open house started out as a barbeque dinner for seven commercial accounts to show them a new line, SCAG. Since then it has taken off and now the company generates more sales dollars on that one Friday in March than the months of January and February combined. “We do a fair bit of advertising for the event and the personalized mail outs seem to draw people in. When you put a color flyer directly in a customer’s hands it helps,” Lane says. Lane attributes most of the success of the open house to his dedicated sales team. “Most of our sales reps have been with us for awhile and we couldn’t do it without them. If we have a successful day it’s because we all worked togethPET er,” Lane says.
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Advances In Battery Technology Charging Up The Green Industry BY JOSH HUFFMAN
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as-powered products, from string trimmers to chain saws, used to be professional landscapers’ only option for tackling tough maintenance tasks. Equipment manufacturers are looking to change that with the introduction of high-performing, battery-powered tools that utilize new advances in lithium ion battery technology. Although gas-powered products continue to play their role, they come with their own set of hassles for business owners, including rising fuel costs, harmful emissions, and time-consuming maintenance. For many years, batterypowered tools could not compete with their gas-powered counterparts. New technology is changing that and the green industry is starting to take notice. According to 2013 research by RNRMarketResearch.com, the market for battery-powered and electric equipment will soon outpace that for gaspowered products. In addition, the Outdoor Power Equipment Institute (OPEI) announced in January it was expanding its regulatory, standards and market reporting efforts to include battery and corded product lines due to the anticipated demand. (More information about OPEI’s initiatives can be found on page six of this issue.) New lithium ion cell technology is the primary reason professionals and homeowners alike are beginning to discover the benefits of battery-powered products. The new technology packs high power density with lighter weight, which translates into portable and easyto-carry tools, with the power and run times needed by professionals. Unlike older battery technologies, lithium ion batteries deliver no fade, constant power up until complete discharge. Lithium ion batteries were first commercialized by Sony and Asahi Kasei in 1991. Commercialization led to rapid growth and demand for higher capacity lithium ion batteries. Researchers soon
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began testing new designs and alternative metal configurations to enhance the technology’s performance and power capacity. New lithium ion batteries are free of the memory effect or voltage depression that plagued older nickel cadmium and other rechargeable battery technologies. The old rules regarding when to pull a battery off the charger or how far you need to discharge the battery before recharging are gone. Lithium ion batteries can also retain their charge for months at a time. This combination of features makes the new generation of battery-powered products even more convenient for professionals traveling to and from landscaping jobs.
New lithium ion batteries are free of the memory effect or voltage depression that plagued older nickel cadmium and other rechargeable battery technologies. For example, Oregon battery technology utilizes cylindrical cells instead of polymer pouch cells, typically used in low power applications such as cell phones. Cylindrical cells are specifically designed for high power applications and are typically used by major power tool and automobile manufacturers. The tubular cylinder design has the ability to withstand internal pressure inside the battery without deforming, which offers enhanced mechanical stability and durability. In addition, cylindrical cells have excellent power cycling ability, and can have a longer lifespan than other battery types. Polymer pouch cells, on the other hand, are less durable than cylindrical
designs. Exposure to heat, humidity and pressure can damage and shorten a pouch cell battery’s lifespan. Oregon specifies, as part of its design, that batteries offer high performance, reliability and product safety. Oregon battery packs are available in three capacities: 1.25 Ah, 2.4 Ah and the new high-capacity 4.0 Ah pack, offering three times the run time of the 1.25 Ah pack for maximum endurance. The smaller capacity 1.25 Ah and 2.4 Ah offer lower cost options for homeowners looking to tackle day-to-day maintenance jobs, while anyone needing extended runtime will want the 4.0 Ah pack. Fully charged battery voltage measured without a workload is 40 volts on Oregon tools. Nominal voltage is 36 or 37 depending on battery used. This is standard industry language. When you first use Oregon batteries, right off the charger, they have 40V. During use, after a few minutes, the average voltage is 36 or 37 depending on which battery you have. In the US, Oregon is allowed to call the product the MAX rate, 40V MAX. In many other countries, the regulations dictate it be labeled by the nominal voltage. If properly cared for, an Oregon battery can last more than 1,000 charge cycles. Oregon participates in a battery recycling stewardship program with Call2Recycle, which allows consumers to recycle their used batteries at no charge. The company prepays the recycling fee on each battery. And don’t forget—in addition to providing power, convenience and unparalleled performance, lithium ion battery technology is environmentally friendly, with no toxic emissions and no risk of fuel or oil spillage—a “green” win for the green industry. PET Josh Huffman is the Senior Product Line Manager for the OREGON Cordless Tool System at Blount International in Portland, Ore.
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Market Service Work, Overcome Buyer’s Remorse BY JOHN WALKER
T
he term “buyer’s remorse” surfaced many years ago, by whom we do not know. What it refers to, we believe, is the remorse or “mental anguish arising from a past experience.” When tied to the word buyer it becomes the anguish concerning the buyer’s choice from whom he purchased the equipment. Did the buyer make the right decision? Did he make an educated choice? Or was the choice made because of a few bells and whistles: the color of the equipment or the products’ market position based on units sold? It is at this point, particularly with a new buyer, that other more important questions come to mind. Unanswered questions like: does the dealer have the resources, personnel and facilities to take care of my needs and requirements after the sale of the equipment? `
Customers, as a general rule, want to single source the equipment they purchase. They want to return to where they purchased the equipment for their product support needs. They don’t want to have to source parts; they don’t want to look for someone who can fix their equipment right the first time. They don’t want to go elsewhere for a rental unit. The customer in effect wants to return to where the unit was purchased for his needs and requirements after the sale. When queried as to what customers are looking for in order to dispel what we referred to as buyer’s remorse, we received these responses: Parts availability: They want a dealer who maintains and carries in stock the right parts, at the right time and at the right price, or is able to have the parts within 24 hours. Service Response Time: They want a dealer who has the ability and quality
of personnel to keep unscheduled downtime to a bare minimum. Trained Personnel: They want trained personnel working on their equipment. They want these quality, trained personnel to be both friendly and reliable and available and ready to work on their equipment when the unit(s) is down. I’ve had the opportunity over the years to do work for what I call worldclass equipment dealers. Getting to know these dealers made it possible for me to talk and question customers as they came into the dealership. These conversations with customers became the “fun part” of my job, the questions and answers were face to face, enlightening and quite interesting. At the parts counter I might ask a question like: “Do you shop here for all your parts? Isn’t it possible that you can get a better price down the street?”
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The answer: “Yea, I buy almost 100% of my requirements here. I know in some cases I pay a higher price than I could get down the street, but these people have the parts on the shelf or can have them delivered to me by tomorrow afternoon!” Then I might switch the topic to the dealers’ service department, with a question like this: “Do you use this dealership for servicing your equipment?” To which the general reply may run something like this: “Yea, I get my service done here and sometimes I wonder why I’m paying a premium price . . . $149.50 an hour, but then I know for certain when they fix it, it will be fixed right. They keep telling me that their technicians are the best there is and I can’t dispute it, because they have always done the job right the first time and best of all they are “on-time” and I have no argument with that . . . they do a great job at servicing what they sell! Another thing is that when this dealer does the work they always alert me to any problems I may want to take care of now rather than later. They take care of my boss and I and that’s the important thing. We can’t afford to have our equipment side-lined or down all together.” Do you always get like this when you ask questions like this? Think about this, what if you heard answers like this 50% to 65% of the time? In world class dealerships, that is exactly what we see and that kind of praise brings equipment into your shop, pumps up your fieldwork and sells a lot of parts. This provides a dealership with a whole lot of 16
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sales and profits and an increase in customer satisfaction indexes. This leads to an increase in customer retention, which leads to increased market share. Which, by the way, isn’t that why you (your dad, your grandfather or your great-grand father) got into the business of being an equipment dealer? Can you change your customers’ attitude overnight? Can you do away with buyer’s remorse in a couple of weeks? The answer is probably not, because many of you have spent years taking customers for granted, and have put up with employees who are merely reactive to customer’s needs. Many dealers have also spent years being primarily suppliers to their customers and have neglected being marketers of their products and services. But you can start right now changing the dealership’s attitude and approach, and by changing the attitude and approach of your managers (sales, parts, service, rental and used). You must also work to get every dealership employee on the same page with customer service, which in the long run drives customer retention. We have spent a lot of hours over the past fifteen years with equipment dealers trying to help them focus upon what we refer to as their unrecognized opportunity: the dealership’s aftermarket. Too few dealers take the time at the point of sale to ask the customer for his service business. Maybe, just maybe that is why many customers build their own shops and bring in their own technicians. They feel that since you didn’t ask for their business, you didn’t want it and therefore, since they know the unit is
likely to break-down they make arrangements to do their own service work. Most equipment dealers are amazed when they look at their computer sales reports to discover just how many of their equipment customers are not purchasing their service from the dealership who sold the equipment. It is almost like dealers are not really interested in having this additional profitable business. I am told so many times that it is because either dealers don’t have enough technicians to perform this work or customers believe labor rates are too high and they get a lower price from the independents or the “shadetree technicians.” It is unbelievable the number of varying reasons why an equipment dealer’s service contribution to total sales is so low. But, to be honest, the real reason is those with low service contributions are simply not willing to focus upon their profitable opportunities. Nor are they willing to truly market their dealerships’ capabilities to service the customers after the sale of the product. If you are serious about changing and would like a jump- start, email me at amsconco@aol.com and ask for our short manual: Laying the Groundwork for Developing a Value- Added Culture. It is yours, free of charge. After you have read that manual and you feel comfortable in taking the next step, ask me for the manual: Enhancing Your Customer’s Buying Experience. You’ll be invoiced for this manual the amount of $19.99 and documents are emailed to your email address. If you are not satisfied with paying for the second document after you receive it, keep the manual but do us the favor of sending a short email telling us that the manual was of no value to your dealership. When you email us for either of the two manuals we would appreciate you letting us have your physical mailing adPET dress and your line of product. John Walker is President of Aftermarket Services Consulting Co., Inc., a Fort Mill, SC-based international training and consulting company working with manufacturers, dealers and associations in parts and service marketing, managing and merchandising techniques. For more information contact AMS, 817 Stockbridge Drive, #399, Fort Mill, SC 29708; e-mail: amsconco@aol.com; visit amsconco.
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DEALERvoices
Crazy, Crazy Winter Snow Touches Every State I
t was exactly one year ago, in this exact column, that the PET staff discussed one of the worst storms in recent history. Superstorm Sandy had just rocked the Northeast but that seems, in part, like a distant memory for dealers thanks to this most recent winter. It’s no secret that this round of winter storms has touched every corner of the nation. In fact, it was reported by several national news outlets in mid-February there was snow on the ground in 49 of the 50 states. 49 out of 50? That’s almost unheard of! ABC News reports some of the snowiest winter months the Northeast has ever seen. Lots of snowy and icy weather means a demand for chain saws and snowblowers. Especially in locations where the demand usually isn’t very high, like the Southeast. In fact, in Virginia dealer Land & Coates, who normally doesn’t stock snowblowers, brought them into the dealership, and couldn’t keep them in stock. Land & Coates isn’t an abnormality. Dealers in typically snowy areas, like the Midwest, couldn’t keep snow removal equipment in stock either.
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Fred Wright of Wrights Small Engine Service in Rochester, Minn. tells PET that as more snow was predicted for late February, customers were coming in looking to control their yards. In fact, Wrights sold out of snowblowers this year. “We’ve been getting a lot of snow and there’s a big storm expected soon so people were coming all week and buying them.” Running out of snow removal equipment isn’t the only problem dealers are facing. When you have a lot of first time users, you can have a lot of errors, especially on an extremely seasonal piece like a snowblower. Bob Sheets with Standard Hill Farm Small Engine Repair in Upper Marlboro, Md., tells PET, “We’ve been doing a lot of repairs on snowblowers. Most of it is fuel related. People only use them a couple of times a year and then leave them sitting around all summer.” Sound familiar? It should. Dealers see these problems in the early spring as well with hedge trimmers and string trimmers that haven’t been cranked in months and have bad gas leftover in the tanks. Dealers like Jeff Polaski of Out-
door Power Equipment in Menominee, Mich. are in the same position as Sheets, and probably many others. “We’re doing more service work than anything else. It’s mostly fuel related,” he says. Polaski is trying to help customers that may be in a bind with broken down snow removal equipment, adding, “We’ve been loaning out a lot of snowblowers and snowthrowers lately.” The Wall Street Journal reports that Toro, one of the most popular brands of snowblowers, had a record sales year and instead of winding down production, was ramping back up—in late January! Kris Kiser, President and CEO of OPEI tells the WSJ, “You hate to say you’re benefitting at people’s expense, but the storms and hurricanes drive products sales.” The record period on file for snowblower shipments was after back to back blizzards in 1978, according to the WSJ, which touched the Midwest and the Northeast pretty hard. Record amounts of snow, trapped people and cities in turmoil led to 2.6 million pieces of snow removal equipment to be shipped in the seasons following the storms, according to OPEI. So far, that’s the most shipments OPEI has ever seen, since beginning tracking shipments in the 1970s. After talking to dealers throughout the nation, sold out of snow removal equipment in 2014, it’s easy to see that record being shattered. Economists predict that what will drive snow removal sales in 2015 is 2014. Memories of being stuck, long wait times for professional plow services and back breaking by-hand shoveling very well could lead to even more homeowners taking snow removal into their own hands. Taking their hands right into your dealership. Maybe 2015 will be the year to break the 2.6 million record. PET Jay Donnell and Jessica Johnson contributed to this report.
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SHOWroom Wright Mfg. Stander Intensity
found on the Stander I’s bigger brothers, the Stander X and ZK. The floating standing platform absorbs rough terrain through elastopolymer bumpers that provide a dampened feel similar to a car. The bumpers are progressive to accommodate various weight operators. For contractors who want the Stander I’s great handling features but need a larger deck, the new mower will be available with a 48" or 52" deck as well as the 36" deck. Engines range from 18.5 to 22 HP. 2571 Call 301-360-9810; visit wrightmfg.com.
Honda EU7000is Generator
Wright Mfg.’s compact Stander Intensity, called the Stander I, is equipped with the first 36" deck to incorporate Wright’s revolutionary Aero Core technology. Operators will appreciate the deck’s improved airflow, cut quality and anti-blow out features. The floating deck on the Stander I tilts side-to-side and front-to-back, allowing the mower deck to better follow the terrain contours. It also improves the weight distribution for better handling on hills. This flotation feature is similar to that
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Honda’s EU7000is portable generator is adding greater power performance to its popular Super Quiet Series. Ideal for a host of commercial and residential applications, the Honda EU7000is is the company’s first application of electronic fuel injection to a generator, resulting in greater fuel efficiency, extremely easy starting without the need for a choke, and longer operating times than the model it replaces. The generator also incorporates a convenient one-touch, push button electric start
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SHOWroom switch. The EU7000is incorporates the Honda inverter technology, designed to power computers and sensitive electronic equipment that demand consistent electrical current with a stable sine wave or signal. Inverter technology substantially reduces weight and noise. Maneuverability and ease of use are key for any portable generator, and the EU7000is includes a wheel kit with large semi-pneumatic tires and folding handles as standard equipment. Additionally, an iMonitor digital display provides helpful operational information such as hours of use, performance data, battery charging status and other onboard diagnostics. The power behind the innovative EU7000is is the Honda fuel injected OHV GX390 engine. As is the case with all Honda engines, the GX390 provides low-emission, 4-cycle power to the unit. Call 770-497-6400; visit honda powerequipment.com. 4362
secure, no matter where you haul it and regardless of the size or bar length. As the name indicates, this American made
product is a scabbard that the chain saw bar simply slides into and clamps down against, keeping both the bar and the chain are protected from damage while in transit. Made out of aluminum that has been powder coated black for maximum durability, the Scabbard has a universal design that can be mounted to a variety of different surfaces at a variety of different angles and it fits most chain saws. The product comes with a Master Lock for security, and an optional 90° mounting
Chain Saw Scabbard The newest product from Mac’s Tie Downs, the Chain Saw Scabbard, is designed to keep your chain saw safe and
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SHOWroom bracket, which provides more freedom of alternative mounting positions. Whether mounted to a tool box or inside the bed of a truck, the Chain Saw Scabbard has no
shortage of applications and can be used on bikes, Jeeps, ATVs, trucks, etc. Call 800-666-1586; visit macstie downs.com. 12198
Briggs 625E Engines
For the novice or advanced lawnmower owner, the Briggs & Stratton ESeries provides effortless starting options and a range of power levels with features that make mowing hassle-free. The 625E Series features the Briggs & Stratton ReadyStart starting system, requiring no priming or choking—only a pull for power. The lightest mower engine in its class by 30%, it also boasts easier maneuverability, improved sound and less vibration for added comfort and enhanced engine life. The 450E Series offers quick, consistent starts with the Prime N’ Pull E-Z starting system
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SHOWroom and mechanical governing for improved engine performance. Call 800-444-7774; visit briggsand stratton.com. 7575
POWEREQUIPMENTTRADE.COM
Keen Rainier Boots
Engineered for efficiency and built to work hard, the bold Rainier boot delivers superior comfort and protection for long shifts and countless hours on the job. The Rainier is armed with the Keen Dry membrane, which is a waterproof, breathable membrane, allowing for increased air circulation without letting moisture in, helping to keep feet dry. Built for comfort, the boot incorporates a removable metatomical footbed and compression molded EVA midsole, helping to provide cushion and support for tired feet, perfect for a landscape contractor. Call 800-509-5336; email 6482 sales@keenfootwear.com.
Jungle Jim’s ZTF Jungle Jim’s Accessory Products’ ZTF, a foot-controlled utility vehicle that allows the operator to drive hands free, dramatically increases productivity and efficiency. This allows simultaneous operation of a string trimmer, backpack blower or other attachments, enabling the operator to perform at greater speeds, thus reducing job time by 25% to 35%. Optional attachments include a utility trailer, spreader, liquid boom or wand sprayer and snow plow. Less fatigue and greater productivity equals higher profit margins through expanded capabilities and greater efficiency. Call 888-844-JIMS; visit junglejims 5013 ap.com. POWER EQUIPMENT TRADE
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AR, LA, MS, OK, TX
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Nationwide
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WI, MN, ND, SD, TX, OK, AR, OR, WA, AK, MT, ID, WY, UP of MI
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Western U.S.
TN,GA,AL,NC,SC,S.VA,SE WV
1709 Lamons Lane Johnson City, TN 37604 Website: www.powertoolco.com Email: sales@powertoolco.com Pro/Consumer Lines: Scag, Giant-Vac, Brown Products, Velke, Grass Gobbler Voice: 800-752-1780 Fax: 423-926-1679
WA, OR, CA, AZ, NV, UT, ID, MT, WY, CO, AK, HI
MN, WI, IA, ND, SD
DE, MD, NJ, NY, PA, VA, W.VA
Nationwide
ELECTRIC r e l Fow 800-843-1424 Bloomington, MN
Catalogs Available Distributors for Outdoor Power Equipment Parts, Small Gas Engines, and Snowmobile & ATV Parts Comet, NGK, Rotary, Prime Line, Gates, Martin Wheel, Tilltoson, Walbro, Zama & More 5417
9132
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Southeastern U.S.
4331
DISTRIBUTORS: For information about placing your ad in PET’s Distributor Library Section Call Kathy Sternenberg
251-928-4962 Nationwide
Bob’s Lawnmower Service 7632 State Hwy. 7 Maryland, NY 12116-3201
607-638-9297 phone or fax
McCULLOCH PARTS NEW - USED - CURRENT - OBSOLETE Fayetteville Equipment
Stihl * Homelite * Lawnboy New * Obsolete * Used Parts THOUSANDS OF PARTS!
3524
Obsolete McCulloch & Obsolete Green Machine
9009
POWERworks 113 Washington St. • Fayetteville, NY 13066 Phone: 315-637-8165 • Fax: 315-637-9286 www.fayettevilleequipment.com 1069
Shelby County Implement • Shelbina, MO 63468 Ph: 573-588-4731 • 573-588-2020 Fax: 573-588-4264 • Email: sci63468@hotmail.com M/C, Visa and Discover Accepted
CLOSEOUT
10,000 SQ. FT COMMERCIAL PROPERTY ON 26 ACRES!!!
WISCONSIN ENGINE PARTS – THOUSANDS OF PARTS – Obsolete – New – Closeout Prices HARD TO FIND Zenith AND Marvel Schebler Carburetor Parts
H & M Industrial Supply 2236
(800) 346-4331 –Custom Rebuilding –Current & Obsolete Inventory Enginemasters Inc. We want your New Old Stock! P: 815-485-4545 Fax: 815-485-4559 parts@enginemastersinc.com 3020
POULAN WEED EATER PARTS BUY & SELL NEW, USED & OBSOLETE
8100
ONAN ENGINE PARTS
Ask For Ray 502-228-1462 • Fax: 502-228-7737 Also Have HOMELITE Parts
Busy lawnmower, trimmer, snowblower and chainsaw sales, service and repair business with all inventory, parts, and equipment included with the sale. This commercial property has over 10,000 square feet of interior commercial space comprised of 3 buildings – 42 x 90 clear span steel building for storage and work space, 20 x 40 storage building, 32x 60 showroom, office and additional storage area plus a 24 x 80 service shop all in 3rd building. Ample electric and fully alarmed. This business on 26 acres is being sold completely turnkey. 5454 Route 32, Catskill, NY. Come take a look ........$550,000. Call Steve at Steve Hubbard Real Estate Services. 845 246-2022 3821
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PETcetera
Source: Molly Greenberg, InTheCapital Staff Writer, http://inthecapital.streetwise.co/all-series/george-mason-a-minirobotic-lawnmower-that-runs-on-dirt/
In today’s competitive marketplace, keeping customers smiling helps keep them your customers. Here is a selection of tips, ideas and strategies you might utilize. ● Leave a customer question-and-answer or comment box in your place of business. Offer personal responses to any comments received. ● Provide product or service reviews that can help customers make buying decision. ● Thank customer for referring new customers. Better yet, offer simple thank you gifts to customers for making referrals. ● Follow up every customer complaint with a telephone call a week later. ● Personally deliver urgently needed parts or machines to customer job sites or places of business. ● Offer refreshments at your dealership. ● Offer a no-questions-asked refund on unsatisfactory supplies and parts—and follow through on your commitment. ● Set up customer bulletin board and invite customers to post “for sale” notices, even announcements or other information. ● Have your people assist customers in loading and unloading machinery. Participate in community or charitable activities at the request of customers. ● Take responsibility for any problem. And when a customer raises a need or question, address it directly rather than referring the customer to someone else. ● Never, ever, ever forget to say “thank you” to a customer. Source: Mid-America Equipment Retailers Association Newsletter, http://www.maera.org
PETevents APRIL 11-14—Equipment & Engine Training Council Annual Conference, Hilton Charlotte University Place, Charlotte, NC. Call 888-406-1810; visit eetc.org. Listings are submitted months in advance. Always verify dates and locations with contacts prior to making plans to attend.
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There might be an even more “green” mower on the horizon than the battery powered ones currently on the market. Going by the name of the E-mow Harvester, an automated lawnmower—created by George Mason graduate student Jason Force—uses grass trimmings for fuel, offering an even more eco-friendly way to mow. “You tell it where you want it to mow, press go, and it just goes,” Force says on the GMU website. “You have to preload some grass pellets into it at the start, but then the machine makes the pellets all by itself.” The E-mower prototype was developed out of an electric hobby truck and includes a biomass gasifier, air filter, engine and a fuel gas mixer assembly. But, moving forward, Force has even bigger plans to build a complete fuel system as well once he has the funds to commit to such an endeavor. The product will eventually be equipped with an onboard computer, water extractor, rotary drier, GPS system and grass “pelletizer.” In terms of how to use the E-mower, the software is Google Maps-driven. You navigate to the location desired, click on the map to create location waypoints, and then the mower is able to cut the precise layout of your lawn. The internal GPS system allows the E-mower to identify roads and other visual boundaries to ensure that all obstacles are avoided in the lawn grooming process. But that’s not all the E-mower does. Since the product only uses 20% of the grass fuel to function, 80% can be used to heat users’ houses by storing the excess fuel in bins throughout the yard. So Force may just have come up with a way to get in on the power plant business, too. “The obvious consumer is power plants,” he says in his interview with the George Mason site. “On paper, I can actually generate biomass cheaper than the natural gas equivalent. But I have to convince someone I have a real product and can actually make this work in a real business sense.” Force says he can cut production, transportation and processing costs by simply generating pellets in the field. Especially for developing countries, the impact of such a technological innovation could be substantial. George Mason went so far as to say in its write-up that the harvester “could supply an entire region with electrical power, crop utility functions, and water pumping and purification systems.” However, Force tells PET, “my technology is still a few years from being viable for the consumer and light commercial equipment market.”
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DEALERtodealer
GREG GERMAN
Avoid Diversion Stay Focused
The key to success is staying focused and keeping your eye on the prize.
I
have heard and said these words thousands of times during my years of both playing and coaching baseball, “stay focused.” Sometimes you hear about how a big league player is having a fantastic string of hits and the announcer asks him “So Joe, what is your key to being able to get so many hits lately?” Joe replies, “I’m really focused right now.” Same player, same conditioning, same habits, but now he is enjoying extra success because he is focused. If he has all of the inherent gifts he needs to be playing at this higher level, why does it change? The same thing can be said about our own businesses. Staying focused and continuing to achieve a higher level of success is difficult for even the best-run organizations—let alone those of us in the ultra-competitive outdoor power equipment and rural lifestyle markets. The question for each of us becomes, “What is causing me to lose my focus which, inevitably, causes my organization to be less effective?” As I review the diversions that I have had over the past few years, the ones that have caused me to take my eye off of the prize, would include the following: Employee Turnover: I am the first to say that not all employee turnover is bad. We have had more than our share over the past five years. But, even if the change was by your choice, it still causes great turmoil in the organization. As you begin to search for new personnel,
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manage the transition and the unavoidable learning curve the new employee undergoes, and deal with the fallout from those employees that remain as they question why someone else left the organization, you’re in turmoil. As owners and managers, we put on the face for everyone that everything will be ok. But, on the inside, we know that there is a cost and we will mostly get to bear the brunt of the changes. This can be a huge diversion if not thought through completely. You must explain the need for the change to those that remain, at least what you can legally feel comfortable sharing. You must also make sure you understand what tal-
What is causing me to lose my focus which, inevitably, causes my organization to be less effective? ents the replacement employee must bring to the position so that your organization is setup for positive changes. Manufacturer Mandates: When you least expect it, your key manufacturers ask for more. Sometimes it is the demand for more market share. Other times it is their expectation that you expand the representation of their product: include new products that might not be in your current offering. In order to meet their demands, you might invest in a larger inventory, hire more personnel, or increase the demand on your current staff. Either way, diversion can occur and focus can be changed. Before agreeing to the new demands, meet with your key staff, explain the requests and
ask their advice. Get their opinion before you decide your plan of attack. New Opportunities: Occasionally, the grass appears greener somewhere else and we have a self-imposed diversion. Changes might include taking on a new product line, opening a new store or buying out a competitor. These are major focus changers and you better be prepared by making sure you have thoroughly reviewed plan A, B, and C. If your expectation is that you can make these types of changes in your business and your focus is going to be the same as before: you are kidding yourself and those you are leading. I have seen dealerships struggle with this particular catalyst of change more than any other. Having had first-hand experience in all of these scenarios, they really cause you to make sure that you have had all of the necessary conversations, in advance, and have accurately defined what “success” looks like with your new changes in place. Just like the professional ball player, you have all the same skills you had yesterday (maybe even more) and can handle the changes that are coming. Think before you act. Talk to your key team members. Only agree to changes that add value to your business and your chances for success will greatly increase. Stay focused and have a blessed PET 2014. Greg German is President of GermanBliss Equipment Inc. in Princeville, Ill., which operates three power equipment dealerships that market products for the lawn and garden, industrial and agricultural sectors. He can be contacted at P.O. Box 440, Princeville, IL 61559; fax: 309-385-2540; ggerman@germanbliss.com. The views of Greg German do not necessarily represent those of Hatton-Brown Publishers.
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