PET June 2019

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POWERlines

A Hatton-Brown Publication www.poweret.com

DAN SHELL

Politics Never Sleeps

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alance is what we’re looking for going into June, as the middle of the country from Minnesota to Texas is seemingly underwater or about to be, while the Southeast is beginning to look at spreading drought conditions from Alabama through the Carolinas.

As one dealer responded to PET’s Dealer Survey years ago: Good weather cures everything.

And just as dealers across the country are busy grappling with the various challenges each summer season brings, so are the lobbyists and politicians who never stop scheming in support of their agendas and special interests.

Recent legislative action with potential to drastically affect the power equipment industry has popped up in Oregon and Connecticut, and there’s “right to repair” legislation in New York that could affect a huge variety of products and industries.

In Oregon, legislation has been introduced that would ban the sale and use of 2-stroke gas-powered leaf blowers, while some Connecticut legislators are seeking to establish stricter standards for small engine emissions.

The Outdoor Power Equipment Institute (OPEI) has responded to both actions. First, mobile sources, such as gasoline-powered leaf blowers, are under the exclusive jurisdiction of the EPA, as outlined in the federal Clean Air Act. Mobile sources are federally preempted from emissions regulations under local ordinance. Emissions based bans are violations of the Clean Air Act, and federal precedent holds that a municipality cannot set emission standards.

Communities can set noise laws, however, and OPEI points to Oregon’s biggest city, Portland, as a good example of equipment OEMs and city officials working together.

According to an OPEI letter mailed to state officials, “Portland’s ordinance is based on the city working with manufacturers to develop a list of quiet leaf blowers. Manufacturers work with Portland to certify eligible units, developing a complete list of compliant units that may be used in the city, depending on sound levels and the time of year. Today, Portland’s list of quiet leaf blowers includes more than two-dozen models certified to 65 dB(A) for year-round use.”

Product bans “are never the way to go,” says OPEI Executive Director Kris Kiser. “We believe there are other ways to minimize the issue and address behavior instead of taking an axe to it.” ● Meanwhile, right-to-repair legislation is moving ahead in New York and several other states. While perhaps not as market-changing or impactful as product bans, the right-to-repair movement has the potential to give dealers plenty of headaches.

A recent Equipment Dealers Assn. survey reported that in the past 24 months a third of dealers have seen equipment come into their shop that has been modified from its factory settings—and of those, 45% of dealers say the modifications have affected emissions.

While I admit to having a soft spot for right to repair—remembering fondly those 1960s cars that could be almost completely rebuilt with a pair of pliers, two screwdrivers and a set of crescent wrenches—modern equipment is a different animal, with computerized controls and systems.

The sophistication of modern equipment brings up a host of issues when it comes to altering factory settings. Emissions are a concern, but so is safety, especially if hydraulics are involved.

And dealers have no business being placed in a no-win situation, to have to refuse to work on a piece of equipment or explain how the customer (or previous owner) had violated any warranty. Already, EPA regulations state that if a dealer performs service on a tampered emission control system and does not return the system to its certified emissions configuration, the dealer may be liable for violating the Clean Air Act. So it’s the busy season for all, as dealers hope for rain or dry while political interests never sleep.

PET Contact Dan Shell; ph: 334-834-1170; fax 334-834-4525; e-mail: dan@hattonbrown.com

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Hatton-Brown Publishers, Inc. 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 Publisher/Adv. Sales Manager David H. Ramsey Chief Operating Officer Dianne C. Sullivan Editor-in-Chief n Rich Donnell Managing Editor n Jessica Johnson Editorial Adviser n Dan Shell Senior Assoc. Editor n David Abbott Associate Editor n Patrick Dunning Contributing Writers Greg German, Sam Stearns, Dale Stotts Publisher/Editor Emeritus David (DK) Knight Art Director n Cindy Segrest Ad Prod. Coordinator n Patti Campbell Circulation Director n Rhonda Thomas Marketing/Media n Jacqlyn Kirkland Advertising Sales Southern U.S. Randy Reagor Tel: (904) 393-7968 Fax: (334) 834-4525 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 Western U.S. & Canada Susan Windham Tel: (334) 834-1170 Fax: (334) 834-4525 Email: windham.susan4@gmail.com Europe & Scandinavia Murray Brett Tel: +34 96 640 4165 +34 96 640 4048 Email: murray.brett@abasol.net Distributor Library Kathy Sternenberg Tel: (251) 928-4962 ksternenberg@bellsouth.net Classified Advertising Bridget DeVane Tel: (334) 699-7837 (800) 669-5613 bdevane7@hotmail.com Reprint Sales Patti Campbell Tel: (800) 669-5613 patti@hattonbrown.com

6/3/19 2:07 PM

Volume 68

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Our 732nd Consecutive Issue

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Founded in 1952

Renew or subscribe on the web: www.poweret.com

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FEATUREstories

8 SEDGEFIELD OUTDOOR 14 2019 SAW SPEC CHARTS 22 2019 CHAIN SAW ANNUAL 27 EETC ANNUAL CONFERENCE Dealership Has Longevity

PET Breaks Down Models

Latest Products, Replacement Parts Trade Group Celebrates Another Year

VALUEadded Power Suppliers ______________________________ 6

14 22

Technician Pay Report ________________________24 Stihl Contra Turns 60 _________________________30 Distributor Library ___________________________ 32 PowerWorks ________________________________35 PETcetera/Ad Index __________________________ 37 Dealer To Dealer _____________________________38

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COVERphoto North Carolina’s Sedgefield Outdoor’s new ownership leverages a mix of experience, flipping its previous customer base to a pro focus, beginning on Page 8.

(Cover photo by Jessica Johnson, design by Shelley Smith, chain courtesy of TriLink Saw Chain)

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Member Verified Audit Circulation Power Equipment Trade (ISSN 1063-0414) is published 6 times annually (February, April, June, August, October and December) 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 ® 2019. 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 n Southern Loggin’ Times n Timber Processing n Panel World n Wood Bioenergy

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POWERsuppliers EDA Endorses OPOC.us As Benefit Provider The Equipment Dealers Assn.

(EDA) has announced the selection of OPOC.us to assist EDA members and participating regions with their health insurance and other employee benefit needs. OPOC.us optimizes health insurance coverage to provide cost savings to both the employer and the employee, and includes their “Care Center” support. EDA joins regional associations United Equipment Dealers Assn., Midwest-Southeastern Equipment Dealers Assn. and the Northeast Equipment Dealers Assn. that already endorse OPOC.us.

Georgia Names Briggs Top Mid Manufacturer

At a luncheon held in mid-April, Georgia Gov. Brian Kemp named Briggs & Stratton Corp., and its manufacturing facility located in Statesboro, Ga., the winner of the 2019 Georgia Manufacturer of the Year award in the category of medium manufacturer with 151 to 500 employees. Briggs has operated a facility in the middle Georgia community since 1995 and employs approximately 430 people.

Briggs & Stratton earned the honor based on a range of criteria, including economic impact, community involvement and corporate responsibility, and commitment to workforce development and excellence.

“About a year and a half ago, we began work on our Vanguard program,” James Suchovsky, Statesboro plant manager of Briggs & Stratton, said at the luncheon, which now includes production of Briggs’ V-Twin Vanguard engines. The company recently moved production of its V-Twin Vanguard engines from a joint venture partnership in Japan that created nearly 100 new jobs in Statesboro.

Honda Launches New Program

Honda Power Equipment has launched a new public service campaign called Honda Heroes—a program created to recognize individuals who perform voluntary, selfless acts, while using Honda power products to benefit others.

Who’s a Honda hero? “A Honda Hero may be a neighbor who mows the lawns of breast cancer patients. It could 6

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GIE+EXPO Announces Concert Headliners Sponsored by Stihl and Mercedes-Benz Vans, 2019 attendees to GIE+EXPO, October 1618, in Louisville, Ky., will have the chance to see wellknown country artists Easton Corbin and Cassadee Pope free at 4th Street Live! The after show hours entertainment in downtown Louisville will kick off on Tuesday, Oct. 16 with popular party rock band The Crashers.

On the Mercedes-Benz Vans Stage at 4th Street Live! in downtown Louisville: Tuesday, October 15, 8 p.m.

Headliner: The Crashers

Easton Corbin

Wednesday, October 16, 9 p.m.

Headliner: Easton Corbin Thursday, October 17, 9 p.m.

Opener: JD Shelburne Headliner: Cassadee Pope Back at GIE+EXPO for a fourth year, The Crashers, will kick things off at the Tuesday night concert. With two No. 1 singles, multiple awards and Cassadee Pope nominations, plus performances on some of the biggest stages in the world, Wednesday night headliner Easton Corbin has made a lasting impression on the country music landscape. His debut album, released in 2010, spawned back-to-back hits “A Little More Country Than That” and “Roll With It.” Corbin spent 2016 on one of the biggest tours in country music: Carrie Underwood’s The Storyteller Tour. Rising star JD Shelburne has opened for many national acts, including Miranda Lambert, Montgomery Gentry and Kellie Pickler—and will delight GIE+EXPO attendees as Thursday night’s opener. Grammy nominee Cassadee Pope will round out the concert series as the Thursday headliner. Her powerhouse voice, inimitable presence and endless charm have transformed Pope into a force of nature beloved by millions worldwide thanks to her victory on Season 3 of NBC’s The Voice. Her 2013 full-length debut, Frame by Frame, with its lead single “Wasting All These Tears” bowed at No. 1 on Billboard’s Top Country Albums Chart and Top 10 on the Billboard 200 all-genre chart.

be a colleague who transported a truckload of generators to power communities devastated by a hurricane, or perhaps it’s a relative who uses a tiller to prepare a community garden,” Nina Bryson, advertising manager, Honda Power Equipment, explains. “Honda Heroes go above and beyond, working to make communities better. Through this new awareness campaign we want to turn the spotlight on these selfless in-

dividuals and recognize them for their powerful contributions to society.”

Dealers participate in the initiative by sharing stories and experiences of eligible candidates—detailing what makes these heroes unique, along with their specific accomplishments using power equipment products that have had a positive impact on the lives of others. Nominations will be accepted through March 31, 2020 and winners

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POWERsuppliers will be awarded Honda power products, including generators and lawnmowers, in addition to $1,000, as part of the recognition.

Honda Power Equipment will choose up to six Honda Heroes for 2019 and winners will be featured on the company’s website as well as on Honda social media channels.

Complete information about the nomination process, rules and regulations are available at powerequipment.honda. com/honda-heroes.

Arkansas Honors Husqvarna

The Husqvarna Group is the recipient of the fourth annual Arkansas Environmental Technology (TECHe) Award for its plastic injection molding manufacturing plant in Nashville, Ark thanks in large part to “Sustainovate.” In 2015, Husqvarna launched “Sustainovate,” an innovation-based initiative to make sustainability a real competitive advantage and to reduce carbon dioxide emissions by one-third before the end of 2035. As a result, in 2017, Husqvarna installed a 1.4 MW solar array at the Nashville facility. The array, estimated to have a full twenty-year life benefit, generates approximately 30% of the facility’s annual electricity.

Tesla Making A Leaf Blower?

According to USA Today, and Elon Musk’s twitter account, there might be a new electric blower on the market at some point. In late April, the inventor extraordinaire randomly announced on twitter his electric car making company might be thinking about making power equipment, and is planning to “develop a quiet, electric leaf blower.”

Musk reiterated the concept with a pun: “Tesla blows.”

If twitter is to be believed, the company will “probably just repurpose Model 3 HVAC parts. “Not a big deal,” Musk tweeted. He claims people inside and outside of the Palo Alto-based company, including actor Rain Wilson, suggested the idea. The device will apparently recharge quickly and have a long lasting battery.

It is not clear what prompted the announcement of Telsa power equipment.

A day earlier, Tesla was busy preparing to launch a fleet of Uber-like robot taxis next year.

Bob Clements Announces Boot Camp Dates Working in conjunction with the Equipment Dealers Assn. (EDA), the Bob Clements International (BCI) team will be holding one-day management boot camps in six cities: Minneapolis, Minn., Lancaster, Pa., Detroit, Mich., Houston, Tex., Atlanta, Ga. and Nashville, Tenn.

Each one-day event, from 9:00 a.m. to 4:00 p.m., will offer training on the processes every dealership should have in their sales, parts & service departments. In addition, a portion of the program will focus on motivating employees and ways to become better at dele-

Kohler Employees Give To College Food Pantry Employees from the Kohler Engines manufacturing facility in Hattiesburg, Miss. donated food to the Wildcat Food Pantry on the Forrest County campus of Pearl River Community College (PRCC)—aiming to make life a little easier for the college students.

According to local TV station WDAM, Kohler reached out to PRCC after it opened the food bank in March, wanting to help. Employees brought in all sorts of non-perishable food.

Survey Shows Propane Is Satisfying Customers More than 85% of contractors using propane commercial lawnmowers in their fleets are likely to continue adding propane equipment to their businesses, according to the results of a recent survey conducted by the Propane Education & Research Council (PERC).

Of these contractors, nearly all started their transition to using propane by installing a propane conversion kit on existing equipment, a quick and inexpensive path for contractors to reduce fuel costs and downtime on nearly any brand of commercial lawnmower.

Jeremy Wishart, PERC director of off-road business development comments, “The fact that most contractors start out using a propane conversion kit and end up staying with the fuel just shows that the initial investment is often offset by a quick return on investment and leads to long-term use as contractors observe the fuel’s benefits.”

374 landscape contractors answered

gating jobs and responsibilities to staff.

“Regional Boot Camps allow us to connect with dealership owners and managers in a fun and interactive setting,” says Bob Clements, President of BCI. “We had a great time in 2018 and look forward to meeting many of our dealers, and some new ones, this coming year. We find the small workshop setting allows us to answer their questions and work with them in order to improve the overall efficiency of their dealership.”

For more information and to register, visit bobclements.com. the survey. Through conducting surveys of contractors, PERC hopes to gain a better understanding existing perceptions and purchase habits toward commercial propane equipment in the landscape market.

Most of the contractors who use propane equipment also responded that they have used it for at least three years, and in that time, observed that their propane mowers have performed as well or even better than gasoline mowers.

With the data, PERC also identified an opportunity to continue improving contractor experiences with propane: awareness of PERC’s Propane Mower Incentive Program remained low among contractors not using propane equipment. The program offers contractors up to $1,000 for each new, dedicated propane mower purchase or $500 for each new qualified propane conversion kit, making it a great way for contractors to reduce an initial investment and see savings faster.

Knowledge of this incentive actually increased the likelihood of purchasing propane mowers for 57% of contractors surveyed.

Almost Too Crazy To Be Believed Police in Fresno, Calif. are looking for a man who stole a chainsaw from dealer RG Equipment by putting it down his pants and walking out of the store. Management noted the older man took off in a pick-up truck.

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Sedgefield Outdoor Has Staying Power First opened in the 1970s, North Carolina’s Sedgefield Outdoor has weathered ownership changes, product changes and more to thrive under current owners Keith Carmack and Dylan Kiger.

JAMESTOWN, NC edgefield Outdoor has the kind of history one expects from a power equipment dealer operating in the suburban area of Greensboro, NC. Started in the 1970s by a couple, Sedgefield Outdoor served a mainly residential market for many years, growing and changing with the times. After a few ownership changes, as retirements and personal plans evolved duo Keith Carmack and Dylan Kiger took over in 2012, both former dealership employ-

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ees. From that point forward, Sedgefield Outdoor shifted focus and became the most profitable it has ever been.

Bucking tradition in many ways, Carmack, 48, and Kiger, 32, are not related—instead both worked at Sedgefield over the years doing various tasks under the various owners—and are both quite young. After a stint as an Echo rep, Carmack returned to Sedgefield in 2009 with the intention to take over the operation.

Carmack says when he arrived the

Sedgefield Outdoor has changed over the years, but a focus on quality customer service has remained.

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RedMax is a new addition to the showroom, a welcomed third handheld option

dealership had a slew of products, but he worked diligently to lean out the options customers were finding overwhelming. “Someone would come in wanting to buy this,” he explains, “but would leave confused because there were so many options.”

Choosing to focus on Sedgefield’s core products not only helped increase sales overall, Carmack notes the decision actually tripled sales, but it helped shift sales from an 80/20 homeowner base to an 80/20 commercial cutter base. “Being their Echo rep, I know how much we’ve grown,” he reiterates.

One of the biggest changes for the sales department Carmack implemented was a holdover from his Echo rep days: don’t just talk about the difference between products, show the difference. He elaborates, “With the internet the average person knows as much as you do; or they’ve read enough they want to ask questions and hear the right answer. That’s where you can’t just spout off an answer; if you don’t know, you don’t know.” He encourages his four guys in the showroom to have confidence in the products, but to also get the literature if they don’t know the answer to a question.

Sales In total, Carmack estimates that 60% of Sedgefield Outdoor’s revenue comes from wholegoods sales, thanks to its core products: Exmark, Scag mowers,

with Honda push mowers for homeowners; and on the handheld side, Redmax a recent (and welcomed) addition, with Echo, Shindaiwa and Stihl ruling the day. Supplemental lines include Bear Cat and Billy Goat.

Part of the core product group for Sedgefield includes the pickup in 2014 of Snow Dog and Salt Dog products.

“In North Carolina you would think that might be not the best move, but we sold close to 77 units last year, just snow plows,” Carmack says. By linking up with a few truck body builders, who have contracts with the state, Sedgefield will install the plows on the trucks.

“You have to find a specialty and build on it,” he believes.

In a three-month period, Sedgefield sold more Equipment Defender trailer racks than anything else in the showroom. The dealership also makes a big push for its homeowner customers to purchase VP Racing Fuels. Carmack encourages homeowners, “If they aren’t mixing at least a gallon a month, they need to look at this. Yes, it’s expensive, but it’s less expensive than a new carburetor.”

On the engine side, Sedgefield sticks with Kohler and Kawasaki to power mowers, and for oils. Carmack says he’s noticed that many of the younger landscapers aren’t recognizing Kohler as a big name in power and often lean hard into Kawasaki. However, for parts, Kohler is king.

Dylan Kiger, left, with Keith Carmack

Service Parts sales make up a fair chunk of Sedgefield’s business—with Stihl and Exmark being top products—taking over an overwhelming amount of revenue share behind wholegoods. “We are always trying to grow service, but sell more parts,” Carmack says. The dealership carries a wide variety of OEM parts, but thanks to online parts sales, Sedgefield is trying to find a way to compete in the price war where common items go for a lot less.

Because the internet has caused margins to shrink, Sedgefield is steering some customers of common items to the aftermarket more so than ever be-

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The service department works on all product lines sold at Sedgefield—whether it was purchased at Sedgefield or not.

fore. “When we have someone who comes in and says that’s a $100 belt? I can get it for $60 online, with the aftermarket we have an option for $60,” Carmack says. Oregon is a favorite for blades, while Rotary is Sedgefield’s goto for just about everything else— especially belts.

Though Sedgefield caters to the pro-

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Equipment turnaround during the height of the season is two to three weeks.

fessional market, Carmack is realistic.

“We cannot expect to always get 100% of our commercial cutters’ business.

Some of them work from Raleigh to Charlotte. If I am in Winston-Salem doing something I want to run into this guy real quick if I need some extra trimmer line,” he elaborates, adding that in serving commercial cutters the key is

convenience.

Part of that convenience is recognizing that the more Sedgefield grows the more of an issue turnaround times in the service department can be. In Carmack’s ideal world all pieces would be serviced within a week; while reality has equipment turnaround in the two to three week range during the thick of the spring sea-

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son. But thanks to the addition of snow plows, Sedgefield is pushing out turnaround times in the winter as well—a time when dealerships in the South especially are usually looking to find ways to keep mechanics turning wrenches.

Three full-time mechanics, with Kiger doing fill-in work, handle Sedgefield’s service work. Each mechanic is specialized (handhelds, small mowers, large mowers) but when it comes to plow installs everyone helps.

As with many dealers, Carmack is concerned about where future small engine mechanics are going to come from.

He adds that finding good help is always a challenge. And while manufacturers have made it somewhat easier to troubleshoot small engines, with the new fuel injection that plugs into a computer just like a car, Carmack believes there are a lot more little things to look at that can trip up mechanics.

Cognizant that many dealerships have mechanics essentially working with the elements, Carmack made the decision to lease an air conditioning unit for the shop. “We won’t be able to get it down to 75°, but if we can cut down the humidity, and therefore get an extra 30

Sedgefield Lawn and Garden As a diversified interest to Sedgefield Outdoor, Sedgefield Lawn and Garden was created—supplying mulch, bark, pine needles and small amounts of chemicals. Formed by the original owners, during one ownership change the power equipment minutes of work from each guy because they aren’t having to come up to the showroom to cool off it will pay for itself,” he says.

Work is billed hourly, $75, following guidelines from manufacturers and prior experience. Carmack says between billing hourly and investing in tooling, Sedgefield has been able to create higher margins in its service work. Typically work is serviced in the order in which it was received, though there is an unwritten priority for key customers. Same goes for a newer piece of equipment—if you are a newer customer, Sedgefield wants to make sure you’re taken care of quickly and correctly.

The service department works on the

dealership and landscaping supply business separated. Three years ago, Carmack and Kiger brought the two companies back under one ownership structure buying out the secondary owner. Sedgefield Lawn and Garden staffs three full-time. product lines Sedgefield sells—things bought at Sedgefield and elsewhere.

Though Carmack admits that if someone price shops him, the customer shouldn’t expect service priority.

“There’s not many people that are going to beat us on price, but if you’re going to ride down the road for a couple hundred bucks from someone you’ve never dealt with before, expect to deal with their level of customer service.” With pride, he notes that Sedgefield is top in the area, and the team strives to maintain that.

“Being a rep, I’ve seen the good, better and best,” Carmack says. “You’re not going to be perfect for everyone, but PET you’ve got to do what you can.”

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PETJune19SawCharts_cs.qxp_PETJune03SawCharts 6/3/19 10:07 AM Page 14

2019 Chain Saw Specification Charts Note: Information for PET’s Chain Saw Spec Charts has been furnished by appropriate manufacturers and suppliers.

Due to metric-to-non-metric and non-metric-to-metric conversions, some measurements may not be exact. Also, weights were requested “dry, engine only,” but some may include cutting attachments.

The "—" symbol indicates no reply; it does not necessarily mean the feature is not available. “C” stands for consumer or homeowner, while “P” stands for professional or commerical designations regarding warranty information.

Manufacturers’ suggested retail prices are provided for most of the brands listed; however, some prices were withheld 14

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at the request of the manufacturer. These prices are designed to serve only as a general guide. Prices are shown as of May 10; all specifications are subject to change.

We made every effort to make this chart as complete and accurate as possible; however, those companies marked by a “**” notation did not return changes to us by press time. The models listed for them are the most accurate we had on file.

Should manufacturers, suppliers, distributors or dealers spot any missteps, please notify Jessica Johnson, Managing Editor, Box 2268, Montgomery, AL 36102-2268/334-834-1170; fax: 334-834-4525; email: jessica@hattonbrown.com. Thanks.

—The Editors

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PETJune19SawCharts_cs.qxp_PETJune03SawCharts 6/3/19 10:07 AM Page 15

Echo, echo-usa.com** CS-271T

26.9 cc

12 in.

6.6 lbs.

$299.99

5-year C; 1-year P

CS-303T

30.1 cc

12, 14 in.

7.7 lbs.

$349.99 - $399.99

5-year C; 1-year P

CS-355T

35.8 cc

14, 16 in.

8 lbs.

$349.99 - $359.99

5-year C; 1-year P

CS-310

30.5 cc

14, 16 in.

8.8 lbs.

$199.99

5-year C; 1-year P

CS-352

34 cc

14, 16 in.

8.8 lbs.

$259.99

5-year C; 1-year P

CS-361P

35.8 cc

14, 16 in.

8.4 lbs.

$399.99 - $409.99

5-year C; 1-year P

CS-370

36.3 cc

16, 18 in.

10.1 lbs.

$279.99

5-year C; 1-year P

CS-370F

36.3 cc

16 in.

10.4 lbs.

$299.99

5-year C; 1-year P

CS-400

40.2 cc

16, 18 in.

10.1 lbs.

$299.99

5-year C; 1-year P

CS-490

50.2 cc

16, 18, 20 in.

10.6 lbs.

$349.99

5-year C; 1-year P

CS-501P

50.2 cc

16, 18, 20 in.

10.4 lbs.

$459.99 - $469.99

5-year C; 1-year P

CS-590

59.8 cc

18, 20, 24 in.

13.2 lbs.

$399.99 - $419.99

5-year C; 1-year P

CS-620P

59.8 cc

16, 18, 20, 24, 27 in.

13.7 lbs.

$549.99 - $569.99

5-year C; 1-year P

CS-620PW

59.8 cc

16, 18, 20, 24, 27 in.

14.1 lbs.

$579.99 - $599.99

5-year C; 1-year P

CS-680

66.8 cc

20, 24, 27 in.

14.5 lbs.

$619.99 - $639.99

5-year C; 1-year P

CS-800P

80.7 cc

24, 27, 32, 36 in.

16.8 lbs.

$829.99 - $859.99

5-year C; 1-year P

CS-251T

25 cc

12, 14 in.

5.2 lbs.

$379.99 - $389.99

5-year C; 1-year P

CS-4510

45 cc

16, 18 in.

11 lbs.

$329.00

5-year C; 1-year P

EFCO, efcopower.com MT 3500 S

38.9 cc

16 in.

-

$209.99

5-year C; 2-year P

MT 3751

35.2 cc

16 in.

-

$259.99

5-year C; 2-year P

MT 4110

39.0 cc

16 in.

-

$289.99

5-year C; 2-year P

MT 4410

42.9 cc

16, 18 in.

-

$319.99 - $329.99

5-year C; 2-year P

MT 5200

51.7 cc

18, 20 in.

-

$409.99 - $419.99

5-year C; 2-year P

MT 6500

63.4 cc

20 in.

-

$649.99

5-year C; 2-year P

MTH 5100

50.9 cc

18 in.

-

$179.99

1-year C

MTH 5600

54.5 cc

20 in.

-

$199.99

1-year C

MTT 2500

25.4 cc

12 in.

-

$379.99

5-year C; 2-year P

MTT 3600

35.4 cc

14 in.

-

$419.99

5-year C; 2-year P

Husqvarna, husqvarna.com/us 240

38.2 cc

16 in.

10.3 lbs.

$179.95

2-year C; 90 days P

435

40.9 cc

18 in.

9.2 lbs.

$279.95

2-year C; 90 days P

435

40.9 cc

18 in.

9.2 lbs.

$269.95

2-year C; 90 days P

440

40.9 cc

18 in.

9.7 lbs.

$299.95

2-year C; 90 days P

445

45.7 cc

20 in.

10.8 lbs.

$329.95

2-year C; 90 days P

440 e-series

40.9 cc

18 in.

9.7 lbs.

$299.95

2-year C; 90 days P

450 II Rancher

50.2 cc

20 in.

11.2 lbs.

$399.95

2-year C; 90 days P

450 e-series

50.2 cc

20 in.

11.2 lbs.

$379.95

2-year C; 90 days P

455 Rancher

55.5 cc

20 in.

13.2 lbs.

$439.95

2-year C; 90 days P

460 Rancher

60.3 cc

24 in.

13.2 lbs.

$499.95

2-year C; 90 days P

465 Rancher

64.1 cc

28 in.

13.45 lbs.

$549.95

2-year C; 90 days P

545

50.1 cc

20 in.

10.8 lbs.

$499.95

2-year C; 1-year P

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555

59.8 cc

24 in.

13.01 lbs.

$699.95

2-year C; 1-year P

365

70.7 cc

28 in.

14.1 lbs.

$779.95

2-year C; 1-year P

543 XP

43.1 cc

18 in.

9.9 lbs.

$529.95

2-year C; 1-year P

550 XP

50.1 cc

20 in.

10.8 lbs.

$559.95

2-year C; 1-year P

550 XP TrioBrake

50.1 cc

20 in.

11.02 lbs.

$639.95

2-year C; 1-year P

550 XP G

50.1 cc

20 in.

11.24 lbs.

$639.95

2-year C; 1-year P

562 XP

59.8 cc

28 in.

13.4 lbs.

$749.95

2-year C; 1-year P

562 XP G

59.8 cc

28 in.

13.4 lbs.

$819.95

2-year C; 1-year P

372 XP X-TORQ

70.7 cc

28 in.

13.6 lbs.

$899.95

2-year C; 1-year P

372 XP G

70.7 cc

28 in.

13.9 lbs.

$1,059.95

2-year C; 1-year P

576 XP

73.5 cc

28 in.

15.2 lbs.

$899.95

2-year C; 1-year P

576 XP AutoTune

73.5 cc

32 in.

15 lbs.

$959.95

2-year C; 1-year P

390 XP

88 cc

28 in.

16.1 lbs.

$1,149.95

2-year C; 1-year P

390 XP W

88 cc

28 in.

16.1 lbs.

$1,229.95

180 days

395 XP

93.6 cc

36 in.

17.4 lbs.

$1,199.95

2-year C; 1-year P

3120 XP

118.8 cc

42 in.

22.9 lbs.

$329.95

2-year C; 1-year P

T435

35.2 cc

14 in.

7.5 lbs.

$319.95

2-year C; 1-year P

T540 XP II

37.7 cc

16 in.

6.6 lbs.

$649.95

2-year C; 1-year P

439

35.2

16 in.

8.64 lbs.

$379.95

2-year C; 90 days P

120i

40 V

14 in.

6.6 lbs.

$259.95 w/battery

3-year C; 90 days P

135

40.9 cc

16 in.

9.7 lbs.

$229.95

2-year C; 90 days P

T535iXP

36 V

14 in.

8.2 lbs.

$399.95

3-year C; 2-year P

535iXP

36 V

14 in.

5.29 lbs.

$399.95

3-year C; 2-year P

120 Mark II

38.2 cc

14-18 in.

10.7 lbs.

$179.95

2-year C; 90 days P

130

38.0 cc

14-16 in.

10.4 lbs.

$199.95

2-year C; 90 days P

135 Mark II

38.0 cc

14-16 in.

10.36 lbs.

$239.95

2-year C; 90 days P

435 e-series

40.9 cc

16 in.

9.7 lbs.

$269.95

2-year C; 90 days P

445 e-series

50.2 cc

16-20 in.

10.8 lbs.

$379.95

2-year C; 90 days P

545 Mark II

50.1 cc

13-20 in.

10.8 lbs.

$539.95

2-year C; 1-year P

565

70.6 cc

15-28 in.

14.3 lbs.

$939.95

2-year C; 1-year P

550 XP Mark II

50.1 cc

13-20 in.

11.7 lbs.

$599.95

2-year C; 1-year P

550 XP G Mark II

50.1 cc

13-20 in.

12.1 lbs.

$669.95

2-year C; 1-year P

572 XP

70.6 cc

15-28 in.

14.5 lbs.

$999.95

2-year C; 1-year P

572 XP G

70.6 cc

15-28 in.

15 lbs.

$1,059.95

2-year C; 1-year P

T525

27.0 cc

8-12 in.

5.95 lbs.

$489.95

2-year C; 1-year P

Jonsered, jonsered.com/us**

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CS 2253

50.1 cc

13-20 in.

11.02 lbs.

$569.95

2-year C

CS 2260

59.8 cc

13-20 in.

-

$699.95

2-year C

CS 2172

70.7 cc

16-28 in.

14.1 lbs.

$799.95

2-year C

CS 2252

50.1 cc

13-20 in.

11.02 lbs.

$459.95

2-year C

CS 2258

59.8 cc

13-20 in.

12.35 lbs.

$589.95

2-year C

CS 2166

70.7 cc

16-28 in.

14.1 lbs.

$679.95 - $739.95

2-year C

CS 2240

40.9 cc

13-18 in.

9.48 lbs.

$269.95

2-year C

CS 2245

45.7 cc

13-18 in.

10.8 lbs.

$329.95 - $339.95

2-year C

CS 2250 S

50.2 cc

13-18 in.

11.2 lbs.

$369.95

2-year C

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CS 2255

55.5 cc

18-20 in.

12.8 lbs.

$439.95 - $449.95

2-year C

CS 2238

38 cc

14-16 in.

10.14 lbs.

$179.95

2-year C

CS 2172 W

70.7 cc

16-28 in.

14.51 lbs.

$829.95

2-year C

CS 2188

87.8 cc

18-28 in.

15.4 lbs.

$999.95

2-year C

CS 2236 T

35.2 cc

14 in.

7.5 lbs.

$329.95

2-year C

Makita, makitatools.com EA6100PR

61 cc

20 in.

13.2 lbs.

$624.95

1-year limited

EA5000PR

50 cc

20 in.

11.9 lbs.

-

1-year limited

EA4300FR

42.4 cc

18 in.

10.8 lbs.

-

1-year limited

EA3201SR

32 cc

14 in.

9.4 lbs.

-

1-year limited

EA5600FR

56 cc

20 in.

12.8 lbs.

-

1-year limited

5012B

Corded

11 3/4 in.

9.5 lbs.

$229.95

1-year limited

UC3551A

Corded

14 in.

12.1 lbs.

$199.95

1-year limited

UC4051A

Corded

14 in.

12.1 lbs.

-

1-year limited

XCU01Z

18 V

4 1/2 in.

5.7 lbs.

-

1-year limited

XCU02Z

18 V

12 in.

11.2 lbs.

$219.95

1-year limited

XCU01Z

18 V

4.5 in.

-

-

3-year limited

XCU03

36 V

14 in.

-

-

3-year limited

XCU04

36 V

16 in.

-

-

3-year limited

XCU06

18 V

10 in.

-

-

3-year limited

XCU07

36 V

14 in.

-

-

3-year limited

HCU02C1

36 V

12 in.

10.1 lbs.

-

1-year limited

EA3200SR

32 cc

-

9.0 lbs.

-

1-year limited

EA3500SR

35 cc

-

9.7 lbs.

-

1-year limited

EA5001PR

50 cc

-

11.9 lbs.

-

1-year limited

EA7300PR

72.6 cc

-

14.7 lbs.

-

1-year limited

EA7301PR

72.6 cc

-

14.7 lbs.

-

1-year limited

EA7900PR

78.5 cc

-

14.7 lbs.

-

1-year limited

EA7901PR

78.5 cc

-

14.7 lbs.

-

1-year limited

Maruyama, maruyama-us.com** MCV42

42.4

15 in.

10.8 lbs.

-

5-year P

MCV31R

30.1

14 in.

7.3 lbs.

-

5-year P

MCV31T

30.1

12-14 in.

7.3 lbs.

-

5-year P

MCV51

50

18-20 in.

11.2 lbs.

-

5-year P

Oregon, oregonproducts.com CS1500

Corded

18 in.

12.6 lbs.

$99.00

2-year limited

CS1400

Corded

16 in.

12.6 lbs.

$84.99

2-year limited

CS300

40 V

16 in.

9.5 lbs. w/o battery

$249.00

3-year limited

CS300-E6

40 V

16 in.

12 lbs. w/battery

$299.00

3-year limited

CS300-A6

40 V

16 in.

12 lbs. w/battery

$369.00

3-year limited

CS300-R7

40 V

16 in.

12 lbs. w/battery

$449.00

3-year limited

POWER EQUIPMENT TRADE

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Poulan Pro, poulanpro.com** PPB4014

40 cc

14 in.

$199.00

9.92 lbs w/battery

2-year

PP5020

50 cc

20 in.

$199.00

15.5 lbs.

2-year

PP3816A

38 cc

16 in.

$129.99 (no case)

12.75 lbs.

2-year

$139.99 (w/case) PP4218A

42 cc

18in.

$169.99

13.25 lbs.

2-year

PP4218

42 cc

18in.

-

-

2-year

PR5020

51 cc

20 in.

-

-

2-year

PR4016

40 cc

16 in.

-

-

2-year

RedMax, redmax.com/us G381

40.9 cc

16 in.

9.5 lbs.

-

2-years C; 90 days P

GZ500

45.7 cc

16-18 in.

10.8 lbs.

-

2-years C; 90 days P

GZ3500T

35.2 cc

14 in.

7.5 lbs.

-

2-years C; 90 days P

GZ550

55.5 cc

18-20 in.

12.8 lbs.

-

2-years C; 90 days P

GZ360

35.2 cc

14-16 in.

8.6 lbs.

-

2-years C; 90 days P

GZ4350

43.1 cc

16 in.

9.92 lbs.

-

2-years C; 180 days P

GZ5000

50.1 cc

16-18 in.

10.8 lbs.

-

2-years C; 90 days P

GZ7100

70.7 cc

20-24 in.

14.1 lbs.

-

2-years C; 180 days P

GZ9000

88 cc

18-28 in.

15.4 lbs.

-

2-years C; 180 days P

Shindaiwa, shindaiwa-usa.com** 305s

30.5 cc

14 in.

8.8 lbs.

$199.99

5-year C; 1-year P

340s

34 cc

16 in.

8.8 lbs.

$259.99

5-year C; 1-year P

358Ts

35.8 cc

14,16 in.

8.0 lbs.

$349.99 - $359.99

5-year C; 1-year P

402s

40.2 cc

18 in.

10.1 lbs.

$299.99

5-year C; 1-year P

491s

50.2 cc

18,20 in.

10.6 lbs.

$349.99

5-year C; 1-year P

591

59.8 cc

18,20 in.

13.2 lbs.

$399.99

5-year C; 1-year P

600 sx

59.8 cc

20,24,27 in.

13.7 lbs.

$549.99 - $569.99

5-year C; 1-year P

82 V

18 in.

18 lbs.

$199.00

5-year limited C

MS 150 C-E

23.6 cc

12 in.

6.1 lbs.

$539.95 - $549.95

-

MS 150 T-CE

23.6 cc

12 in.

5.7 lbs.

$489.95 - $499.95

-

Snapper, snapper.com** SXDCS82

Stihl, stihlusa.com

18

MS 151 C-E

23.6 cc

10 - 12 in.

6.1 lbs.

$549.95

-

MS 151 T C-E

23.6 cc

10 - 12 in.

5.73 lbs.

$499.95

-

MS 170

30.1 cc

12 - 16 in.

8.6 lbs.

$179.95

-

MS 171

31.8 cc

12 - 16 in.

9.5 lbs.

$199.95

-

MS 180

31.9 cc

12 - 16 in.

9.0 lbs.

$199.95

-

MS 180 C-BE

31.8 cc

12 - 16 in.

9.3 lbs.

$239.95

-

MS 181 C-BE

31.8 cc

12 - 16 in.

10.1 lbs.

$279.95

-

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12 - 16 in.

7.61 lbs.

$369.95 - $419.95

-

MS 193 T

30.1 cc

14 in.

7.28 lbs.

$319.95 - $369.95

-

MS 194 C-E

31.8 cc

12 - 16 in.

7.6 lbs.

$329.95

-

MS 194 T

31.8 cc

12 - 16 in.

7.28 lbs.

$329.95

-

MS 201 C-EM

35.2 cc

12 - 16 in.

8.6 lbs.

$699.95 - $749.95

-

MS 201 T C-M

35.2 cc

12 - 16 in.

8.16 lbs.

$649.95 - $699.95

-

MS 211

35.2 cc

18 in.

9.5 lbs.

$279.95

-

MS 211 C-BE

35.2 cc

18 in.

10.1 lbs.

$319.95

-

MS 241 C-M

42.6 cc

12 - 16 in.

9.9 lbs.

$519.95

-

MS 250

45.4 cc

18 in.

10.1 lbs.

$349.95

-

MS 251 C-BE

45.6 cc

18 in.

11.9 lbs.

$369.95

-

MS 251 Wood Boss

45.6 cc

18 in.

10.8 lbs.

$329.95

-

MS 261

50.2 cc

16 - 20 in.

10.8 lbs.

$549.95 - $569.95

-

MS 261 C-M

50.2 cc

16 - 20 in.

10.8 lbs.

$549.95 - $569.95

-

MS 271 Farm Boss

50.2 cc

16 in.

12.3 lbs.

$389.95 - $399.95

-

MS 291

55.5 cc

16 in.

12.3 lbs.

$439.95 - $449.99

-

MS 311

59.0 cc

16 - 20 in.

13.67 lbs.

$479.95 - $509.95

-

MS 362

59.0 cc

16 - 25 in.

12.3 lbs.

$729.95 - $759.95

-

MS 362 C-M

59.0 cc

16 - 25 in.

12.35 lbs

$729.95 - $759.95

-

MS 362 R-CM

59.0 cc

16 - 25 in.

13.2 lbs

$759.95 - $789.95

-

MS 391

64.1 cc

16 - 20 in.

13.67 lbs.

$549.95 - $579.95

-

MS 441 C-M Magnum

70.7 cc

16 - 32 in.

14.6 lbs.

$969.95 - $1,009.95

-

MS 461

76.5 cc

16 - 32 in.

14.6 lbs.

$1,069.95 - $1,109.95

-

MS 461 R

76.5 cc

16 - 32 in.

15.72 lbs.

$1,079.95 - $1,119.95

-

MS 461 R Rescue

76.5 cc

16 - 25 in.

15.4 lbs.

$1,249.95

-

MS 462 C-M

72.2 cc

16 - 28 in.

13.0 lbs.

$1,099.95

-

MS 462 R C-M

72.2 cc

16 - 28 in.

13.9 lbs.

$1,139.95

-

MS 462 R Rescue

72.2 cc

20 in.

14.3 lbs.

$1,299.95

-

MS 500i

79.2 cc

16 - 36 in.

13.9 lbs.

$1,209.95

-

MS 500i R

79.2 cc

16 - 36 in.

14.8 lbs.

$1,249.95

-

MS 661 C-M

91.1 cc

16 - 32 in.

16.3 lbs.

$1,169.95 - $1,289.95

-

MS 661 R-CM

91.1 cc

16 - 32 in.

16.8 lbs.

$1,209.95 - $1,329.95

-

MS 880 Magnum

121.6 cc

17 - 59 in.

22.3 lbs.

$1,859.95 - $1,869.95

-

MS 880 R Magnum

121.6 cc

17 - 59 in.

22.7 lbs.

$1,899.95 - $1,909.95

-

MSA 120 C-BQ

36 V

10 - 12 in.

5.5 lbs w/o battery

$239.95 w/o battery

-

8.2 lbs. w/AK 20

$299.95 bundled w/ battery & charger

MSA 140 C-BQ

36 V

12 in.

5.7 lbs w/o battery

$269.95 w/o battery

8.6 lbs. w/AK 30

$349.95 bundled w/

-

battery & charger MSA 160 C-BQ

36 V

10 - 12 in.

6.0 lbs w/o battery

$289.95 - $299.95

-

9.8 lbs. w/AP 300 (continued on page 31) POWER EQUIPMENT TRADE

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5/31/19 11:14 AM

SAWproducts Sunbelt Bars, Chains, Combos Sunbelt Outdoor Products has been committed to being the first choice for quality power equipment parts and accessories for over 60 years.

With over 66,000 parts and growing, Sunbelt is confident that they will have the parts in stock that you need to keep your customers running. One area of focus is the forestry industry.

Over the years Sunbelt has developed a full line of Timber Ridge forestry products. Timber Ridge is broadly available for most OEMs used in today’s market, and branded Timber Ridge bars and chains are manufactured to provide the OEM standard for durability and performance, while also meeting ANSI safety standards.

With the full Timber Ridge lineup, Sunbelt offers guide bars, chain, bar and chain combos, bar mounts, sprockets, rims, clutch drums, files, joining kits and safety clothing to get the job done. Make Sunbelt Outdoor Products your one stop shop for all your chain saw, forestry and power equipment needs.

Visit sunbeltparts.com

RedMax GZ7100

Built for full-time use by loggers, arborists, foresters and other tree industry professionals, the RedMax GZ7100 is a powerful, precise and productive 70 cc professional chain saw.

Designed to maximize clean power, the RedMax GZ7100 features technology that gives the engine raw power while reducing fuel consumption and emissions, even at lower speeds.

Its carb control feature continuously tunes the air and fuel mix automatically to ensure optimal performance. It also eliminates the need for manual carburetor adjustments.

To increase efficiency, the turbo air cleaning feature uses centrifugal force to separate up to 97% of all dust particles from the intake air. The result is an air filter that needs to be cleaned less frequently and a chain saw that can run longer.

Additionally, its magnesium crankcase offers superior durability, allowing users to take on the toughest professional jobs with ease and confidence.

Not only is the chainsaw designed to work all day every day, but it is also designed to allow operators to maximize each work day with superior comfort additions. The GZ7100’s handles are insulated from the engine and cutting equipment with springs, resulting in low vibration levels and good ergonomics. This reduces operator fatigue and increases productiv22

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ity and safety.

Other features include side-mounted chain tensioning and an inertia-activated chain brake. It is backed by RedMax’s 180-day commercial warranty.

Visit redmax.com/us

TriLink 3/4 Harvester Chain

TriLink Saw Chain is proud to introduce a new 3/4 harvester chain. Complementing the line of .404 machine harvester chain and guide bars, the new 3/4 harvester chain is manufactured from high quality alloy steel. The CAD designed semi-chisel cutters have excellent cutting speed for increased board feet production. The chrome-plated aggressive cutting edge is designed for extreme cutting conditions from the coldest winters in Sweden to the hottest summers in the Western U.S. TriLink’s harvester line provides a superior and more durable alternative over the competition.

Additionally, TriLink offers a full range of handheld harvester chain. Engineered for precision, balance and low vibration TriLink’s handheld harvester chain incorporates semi-chisel cutters that are designed to cut faster and stay sharper longer in dirty and gritty conditions.

All of the semi-chisel cutters are manufactured with advanced heat treatment and hard chromed to allow for improved cutter performance.

TriLink Saw Chain strives to improve its products through innovation, production and service while offering the best value in the industry. Aiming to develop and deliver never before seen products and solutions.

TriLink is your link to quality.

Visit trilinksawchain.com

Efco MTH 5100 / MTH 5600 New for 2019, Efco has introduced the new H series chainsaws.

The MTH 5100 and MTH 5600 chain saws are entry models in the Efco range designed to provide the perfect compromise of performance and economy for jobs around the home and farm. Both models feature “easy on” start assist for smooth effortless starts. Efco’s Italian designed engine provides best in class performance and the aluminum crankcase provides years of durability. Maintenance is simple with features like a side chain tensioner and an air filter that can be accessed with no tools. The MTH 5100 engine displacement is 50.9 cc rated at 3.0 HP and comes with an 18 in. bar. The MTH 5600 boasts an engine displacement of 54.5 cc rated at 3.5 HP and comes with a 20 in. bar.

Visit efcopower.com.

POWER EQUIPMENT TRADE

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SAWproducts Stihl MS 462 C-M In 1926, the founder of Stihl, Andreas Stihl, created the first electric chain saw and the company hasn’t stopped innovating since. Designed as a professional saw, the Stihl MS 462 C-M with the next generation of Stihl M-Tronic features a low-emissions engine and excellent power-to-weight ratio.

Conveniently, the saw auto-adjusts to varying operating conditions, such as changes in altitude and fuel quality for optimal performance. An anti-vibration system ensures acceptable handling, especially with longer guide bars, making the MS 462 C-M chain saw the partner you’ll want by your side all day.

Features of the Stihl MS 462 C-M chain saw include: a slim sprocket cover to reduce weight and wood chip clogging, decreasing down time spent removing wood chips from the cover; a unique bumper spike design that has fewer teeth with wider spacing, helping users maintain control when bucking and felling trees. Plus, vertical and horizontal felling marks on the fan housing to provide better directional guidance.

The low-emissions engine means fuel efficiency, so users can spend more time cutting and less time (and money) refueling. The MS 462 C-M provides maximum lubrication, longer wear and up to 50% less oil consumption thanks to the Stihl Ematic oil pump, combined with the Stihl Oilomatic saw chain. A pre-separation air filtration combined with the HD 2 air filter offers an efficient filtering system, resulting in less frequent filter maintenance.

With ever-evolving technology and top-notch performance, it is no wonder Stihl is the number one selling brand of chain saws worldwide.

Visit stihlusa.com.

Rotary Copperhead Accessories A wide range of Copperhead chain saw bars and chain plus a variety of repair parts and accessories are highlighted in Rotary’s 2019 master catalog.

Thousands of professional grade chain saw items are available including an assortment of chain parts, plain straps and presets plus low profile, semi-chisel and skip tooth chain in cut loops or 25 ft. and 100 ft. reels.

New for 2019 is a tri-link saw chain featuring titanium-coated full chisel cutters that saw up to 20% faster than semi-chisel chain. Other items include Copperhead bar and chain combo

packages that are ideal for retail display, plus an assortment of saw chain cut loops.

Engineered for powerful performance, Copperhead saw bars are highlighted in a special 110-page section of the catalog, along with a chain crossover comparison chart and a new chain scale chart. Rotary also has a complete line of chain saw filters, springs, carburetion kits, piston and cylinder assemblies, crankshafts, pole saw bars, repair tools, files and chain breakers. Other items include spur sprockets and various bolts, links, fuel filters, starter parts, ignition coils and new bar scabbards in various sizes.

Rotary’s 2019 catalog features 300 new items among more than 9,500 different power equipment parts, tools and accessories. It includes 1,750 pages complete with photos, descriptions and cross reference numbers for most all brands along with many hard-to-find and discontinued parts. The entire catalog may be downloaded in a PDF format at rotarycorp.com.

Visit Rotarycorp.com.

Husqvarna 572 XP

This past spring, Swedish-based company Husqvarna released its “next generation” chain saws. Drawing on a 60year history as a chain saw manufacturer, Husqvarna designed their new saws to establish a superior standard for excellence in professional cutting. At the forefront of the lineup sits the 572 XP chain saw, Husqvarna’s flagship saw in the 70 cc class.

Tested by professionals in some of the world’s most rugged environments—you can watch the documentary series on Husqvarna’s YouTube page—the 572 XP improves on previous models in several important ways, including power-toweight ratio; superior cooling and heavy-duty filtration; and the latest generation of AutoTune technology.

Variations of the 572 XP are also available with an X-Cut chain, Husqvarna’s first-ever chain saw chain manufactured at the company’s factory in Sweden. The low-stretch, high-performance chain is designed to noticeably boost productivity throughout the day and stay sharper for longer.

To celebrate the launch of the 572 XP, Husqvarna has announced a one-year warranty on all its professional and XP chain saws purchased after January 1, 2019. This is a monumental move for a company that’s known for industry shakeups. Over the years, Husqvarna has delivered numerous revolutionary solutions such as their Air Injection system, anti-vibration features and advanced AutoTune technology.

Husqvarna’s spirit of innovation is on display in the other new chain saws as well, including the 565, 550 XP Mark II, 545 Mark II and T525. Season after season, the company has continued to improve its professional chainsaw offerings. And by the looks of things, they’re just getting started.

Visit husqvarna.com/us POWER EQUIPMENT TRADE

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BLS Report Details Tech Employment Wage levels, hot markets and more

Equipment and Other Small Engine Mechanics” was recently updated with data through May 2018.

EDITOR’S NOTE: The federal Bureau of Labor Statistics (BLS) keeps tabs on a whole universe of facts and trends concerning U.S. employment levels, jobs, compensation and much, much more. We’ve used the BLS before to flesh out job information, and we happened to notice the employment and wages information for “Outdoor Power

mployment information in a report out this spring from the BLS concerning job profiles for “Outdoor Power Equipment and Other Small Engine Mechanics” shows a nationwide employment level (through May 2018) of 31,760.

Combined with boat and boat engine technicians and motorcycle and recre-

E

ational equipment technicians, the BLS reports 79,000 total “small engine mechanics.” That number is expected to increase to 83,100 employed by 2026.

Top employers of lawn and garden equipment small engine mechanics are, of course, power equipment dealerships and related businesses. Other top employers include institutional facilities, inhouse capacity for commercial lawn services, power sports dealerships, public organizations such as various state and local government maintenance entities,

Power equipment technician pay scales and employment conditions vary widely by region and employer category.

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small one-person service shops and more.

New Haven, Ct. metro area ($54,460).

York has the highest annual average One interesting fact borne out by the The metro areas around Raleigh, NC; wage at $41,630 and Pennsylvania is BLS report—and which speaks to the Madera, Calif.; Honolulu, Haw.; Kahulowest at $33,500. difficulty lawn and garden dealers have lui-Wailuku-Lahaina, Haw.; WashingAlso in the power equipment tech picin finding and keeping good service techton DC-Alexandria, Va.; and Salinas, ture are the relatively low-population nicians—is that lawn and garden dealerCalif. make up the three to eight spots states that have higher concentrations of ships, as a category, provide a generally of the top 10 paying metro areas when it “Outdoor Power Equipment and Other lower income level than other categories Small Engine Mechanics” employment comes to power equipment technicians. of small engine tech employment. opportunities. Vermont has the highest At the nine and 10 spots are the San For example, average annual wages power equipment technician employment Francisco-Oakland, Calif. and Odessa, for techs working in lawn and garden per thousand jobs, but the significance is Tex. metro areas, with annual average dealerships is $35,790. That’s lower overshadowed by the smallness of the wages for power equipment technicians than both institutional, in-house service state itself: Vermont has a high concena little more than $47,000 in both. work ($40,510) and rental and leasing tration, but also the lowest equipment service techs ($38,680). The number of techs in the five lowest-paid categories are technicians low-population states. working as part of building supply In low population businesses ($31,910) and the good ol’ states, these are the kinds jack of all trades personal service busiof power equipment techness—mowers, washers, TVs and nician jobs that were tradimore!—that tends to pay techs just over tionally filled by guys who $32,000 annually. enjoyed hunting and fishMeanwhile, the ing, and the highest paid “Outseasonal asdoor Power Equippect of the One interesting fact ment and Other lawn and garborne out by the BLS Small Engine Meden business chanics” are found fit well, for report—and which in local governmost part, speaks to the difficulty the ment, machinery and funclawn and garden deal- tioned in part Top pay area? The Northeast. Most non-metro tech jobs? manufacturing, South central Georgia. commercial builders have in finding and as a “lifestyle Outside of major metro areas, there ing construction, dividend” for a technician keeping good service federal executive are also other areas that have large conwho may be making less centrations of power equipment and jobs and teaching than his counterpart in the technicians—is that small engine technicians employed. Top organizations, big city but has more time lawn and garden deal- for recreational pursuits. where the pay market is the south Georgia non-metroranges from just politan area in the extensive suburbs However, in a world erships, as a category, over $45,000 ansouth of Atlanta and stretching to the where costs for everything provide a generally nually to more Macon-Warner Robins region and surcontinue to increase, the than $58,000 anrounding areas, with 1.07 techs per “lifestyle dividend” is an lower income level nually. The very 1,000 jobs. increasingly tougher sale than some other cateOther areas with large power equiphighest paid, acfor rural employers. ment tech populations are both north cording to the After Vermont, the top gories of small engine (.90 techs per 1,000 jobs) and south BLS? Junior coloverall “low population” tech employers. (.86) non-metro Pennsylvania (PET’s lege and vocationstates for power equipment leading circulation state) and parts of al school officials, tech concentrations are north and east Ohio (.43). Kansas also at $58,140.

South Dakota, Idaho, West comes up here (.38), but it’s an outlier Looking at hourly wages, the median Virginia and Maine. Of those five, since much of its numbers come from hourly wage (in the middle, with half Maine and Idaho offer the most overall manufacturing jobs. above and below) is $17.02/hr. Broken jobs (among low-population states).

However, when it comes to non-metinto percentiles, the bottom 25% of Top hourly wages are in Maine ro areas, the top technician employment lawn and garden techs make up to ($17.78); lowest is West Virginia markets are not the same as the top pay$13.44/hr., while the top 25% of techs ($14.09). ing markets. make at least $21.40/hr.

The five top-paying non-metro areas The top states for lawn and garden Location, Location for power equipment technicians are tech employment tend to follow populaAs might be expected, the top-paying northwest Colorado ($49,900) at the top tions (and PET’s circulation numbers as lawn and garden technician jobs are and southwest central New Hampshire well!). Texas is tops in overall tech emmostly found in the larger metropolitan ($42,970) at number five. In between ployment, where techs earn $38,340 anareas around the country. are the Kauai, Haw. non-metro area and nual mean wage, according to the BLS. The number one market for techniMassachusetts and Connecticut Texas is followed by Florida, Califorcian pay is Bridgeport-Stamford-NorPET non-metro areas. nia, New York and Pennsylvania. walk area in Connecticut ($67,770 anOf those top five states for power BLS statistical updates compiled by Dan Shell. nual average in wages), followed by the equipment technician employment, New 26

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INDUSTRYvoices

Equipment & Engine Training Council Holds Successful Annual Conference

In celebration of another year, the Equipment & Engine Training Council gathered for the group’s 23rd annual conference— mixing business with pleasure.

C

apping off a momentous year, the Equipment & Engine Training Council (EETC) held a successful 23rd annual conference April 3-6 at the Holiday Inn Portland South in Wilsonville, Ore. With Oregon | Blount International graciously serving as the conference host and platinum sponsor, more than 80 people attended the conference.

The conference featured the perfect mix of business and pleasure. Kris Kiser,

president and CEO of the Outdoor Power Equipment Institute (OPEI), delivered a highly informative keynote address on the state of the industry. The conference included a board of directors meeting, general session, Oregon | Blount International plant tour, certification test committee meetings and service training sessions, as well as some fun with an ice cream social, welcome dinner/awards banquet aboard a yacht and Wild Bill’s Casino Night on the final evening.

During the general session, EETC Executive Director Erik Sides highlighted many of the association’s achievements from the past year. They included hiring Gabe Carson as instructional designer to develop the EETC’s e-learning programs and instruction/repair videos; purchasing the EETC’s first commercial property and converting it into its new headquarters; launching the EETC’s first-ever catalog to showcase all of the association’s offerings; introducing an online, non-proctored, four-stroke en-

gine certification exam recognized by Briggs & Stratton; and expanding the EETC’s social media presence on Facebook, Twitter and LinkedIn. The EETC also plans to develop more e-learning programs and update its website in the coming year.

“We had an absolutely great conference, and members were excited about the continued growth and expansion of EETC programs and initiatives,” Sides says of the event. “I truly want to thank our members for getting behind us and supporting the direction we’re taking.”

New Board The EETC announced its 2019-20 board of directors at the annual conference, and the new board held its first meeting on day one.

Executive Board: President: Harry Senn, Texas State Technical College (retired)

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INDUSTRYvoices Brian Thomas, MTD Allen Spence, Kawasaki Duane Kasprick, Toro Steve Olsen, Multiquip Tim Jones, Marr Bros.

Nick Testa, SUNY Cobleskill Dave Worden, SkillsUSA Jerry Koenig, Cuyahoga Valley Career Center Chuck Sessoms, Echo Inc.

Awards EETC’s annual conference allowed for a mix of business with pleasure

Vice President: Michael Broetzmann, Kohler Secretary: Dale Drees, Fox Valley Technical College Treasurer: Ed Cole, Toro (retired) Past President: Jay Larsen, Oregon | Blount International Board of Directors: Bruce Tallman, Walker Mfg. Doug Peeler, Altaquip Scott Tindle, Midwest Power Equipment

The welcome dinner was held aboard the Portland Spirit, a 150-ft., three-deck yacht, as it cruised along the beautiful Willamette River, a 187 mi. tributary of the Columbia River in Oregon.

Following dinner, the EETC presented the following annual awards: President’s Award: Ron Jensen, Echo Inc. College of the Year: Madison College, Madison, Wis. High School of the Year: Cuyahoga Valley Career Center, Brecksville, Oh. Distributor of the Year: Golden Eagle Distributing Corp.

Service Manager of the Year (John Thompson Memorial Award): Justin Siler, Echo Power Equipment Canada Manufacturer of the Year: Oregon | Blount International Director’s Award: Larry Smith, Jacksonville High School, Jacksonville, Tex. Spirit Award: Tom Beheler, who was one of the EETC’s founding members, retired March 29, 2019, after working nearly 23 years at Hydro-Gear.

Scholarships In memory of Paul H. Scholten (1940-2002), a founding member and a past president of the EETC, as well as a fervent advocate for excellence in power equipment service and repair, the following $1,000 scholarships were presented to students toward their college expenses in a power equipment-related technician program.

Michael Weichart, freshman and outdoor power major, Fox Valley Technical College, Appleton, Wis., donated by Echo Inc. Hunter McDaniel, freshman and marine, motorcycle & powersports technology major, Alexandria Technical College, Alexandria, Minn., donated by the Outdoor Power Equipment and Engine Service Assn. (OPEESA).

Kegan Bartell, high school senior who plans to major in power equipment at 28

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Fox Valley Technical College, Appleton, Wis., donated by Kohler Engines.

Brock Anderson, freshman and power sports technology major, Wisconsin Indianhead Technical College, Rice Lake, Wis., donated by Kawasaki Engines.

William Horning, sophomore and ag equipment technology major, SUNY Cobleskill, Cobleskill, N.Y., donated by Multiquip.

Raeleigh May, freshman and John Deere Tech major, SUNY Cobleskill, Cobleskill, N.Y., donated by Almon Inc.

Grinder Giveaway During the Wild Bill’s Casino Night, four lucky winners went home with grinders given away by Oregon | Blount International: Trence McCoy, Bossier Parish School for Technology, Bossier City, La.; Armando Actis, College of DuPage, Glen Ellyn, Ill.; Arnoldo Williams, MiraCosta College, Oceanside, Calif.; Tadd Wheeler, University of Idaho, Moscow, Id. EETC’s annual conference was presented by platinum sponsor Oregon | Blount International, as well as gold sponsors Briggs & Stratton, Echo, GIE+EXPO, Honda Engines, Husqvarna, KPM Exceptional, Multiquip, Stihl and Toro; silver sponsors Hydro-Gear, Kawasaki Engines and Kohler Engines; and bronze sponsor Florida Outdoor Equipment.

The 24th annual EETC conference will be held by Fox Valley Technical College in Appleton, Wis., April 1-4, 2020, with Ariens Co. serving as host.

For updates, visit eetc.org and follow the EETC on Facebook, Twitter and PET LinkedIn.

OPEI President & CEO Kris Kiser

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Stihl Contra Turns 60 With the introduction of the Contra in 1959, Andreas Stihl changed the way forestry work would be completed.

In 1959, Andreas Stihl achieved a technological breakthrough. The Contra, a gearless one-man chain saw, made forestry work significantly easier. Equipped with a chipper-tooth chain and a diaphragm carburetor capable of working in any position, the chain saw offered unlimited flexibility without having to manually change settings. Thanks to its compact and streamlined design, the Contra weighed in at just 12 kg while also being more efficient than its predecessors, with engine performance of 6 HP (4.4 kW) and a maximum speed of 7,000 RPM. As a result, it was lighter and more efficient than any other product on the market, allowing forestry operations to increase their productivity by 200%.

The Contra made it possible for Stihl to change the world of forestry in the late 1950s and set new standards in the field of chain saws.

grew from roughly 640 employees in the year 1959 to over 1,500 in 1969. Production volume also saw marked growth. Since 1971, Stihl has been the world’s top-selling chain saw brand.

Further Improvements Based on the technical foundation laid by the Contra, Stihl has worked constantly in the years since to further improve the safety, ergonomics, environmental friendliness and performance of its chain saws. From the anti-vibration system first installed in the Contra in 1965 and the QuickStop chain brake to catalytic converters, emission-reduction technologies and the launch of battery technology for chain saws 10 years ago, Stihl has constantly been raising the bar. The latest milestone is the Stihl injection technology, which is featured in the Stihl MS 500i gasoline-powered chain saw—the world’s first mass-produced chain saw with electronic fuel injection (EFI).

Official Launch After its official launch, it did not take long for the Contra to gain recognition as the one-man gasoline-powered chain saw with the highest cutting performance. Its successful start on the German market would soon give way to a global sensation.

The Contra’s success ushered in a new era at Stihl, helping the company achieve a double-digit increase in revenue. With all signs pointing to prosperity and growth, the rapid expansion associated with the gasoline-powered chain saw’s success made it both possible and necessary to increase the company’s capacities. In the years that followed, Stihl would build new production facilities and an additional new plant in Waiblingen, Germany. In the following 10 years, the company’s workforce

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(continued from page 19) MSA 161 T

36 V

12 in.

4.6 lbs w/o battery

$379.95

-

$319.95 - $339.95

-

8.4 lbs. w/AP 300 MSA 200 C-BQ

36 V

10 - 14 in.

6.4 lbs w/o battery 10.2 w/AP 300

MSE 141 C-Q

Corded

12 in.

6.38 lbs.

$199.95

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MSE 170 C-BQ

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12 - 16 in.

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MSE 210 C-BQ

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9.4 lbs.

$429.95 - $449.95

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MSE 250 C-Q

Corded

16, 20 in.

9.4 lbs.

$529.95 - $549.95

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Tanaka, tanaka-usa.com** TCS40EA18

39.6 cc

15, 16, 18 in.

9.9 lbs.

$299.97

7-year C; 2-year P

TCS33EDTP/14

32.2 cc

12,14 in.

7.5 lbs.

$269.97

7-year C; 2-year P

TCS33EB16S

32.2 cc

14, 16 in.

8.4 lbs.

$199.97

7-year C; 2-year P

TCS51EAP

50.1 cc

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11.5 lbs.

$399.97

7-year C; 2-year P

TCS33EDTP/12

32.2 cc

12, 14 in.

7.5 lbs.

$259.97

7-year C; 2-year P

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Western U.S.

Do you offer products in the power equipment industry?

Advertise your company to PET’s subscribers nationwide in our Distributor Library section.

Call Kathy Sternenberg 251-928-4962 TX, OK, AR, LA, NM, MS

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Southeastern U.S. 4331

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PETcetera 5 Action Items For Facebook In the first quarter of 2019, Facebook had over 1.5 billion daily active users globally. This is a massive user base that no marketer can choose to ignore. So, if you’re not yet marketing on Facebook, the cost of missing this opportunity is just too high.

And even if you are already marketing on Facebook, it is not easy to compete with other marketers. Because there is no shortage of businesses trying to attract the same audience that you are.

These five actionable tips can help you stand out among your competitors and effectively target your intended audience.

Tip #1: Create A Facebook Business Page And Optimize It If you want to promote your business on Facebook, the first thing that you need is a business page. You can’t just promote your business from a personal profile.

Having a business page also gives you access to Facebook advanced analytics tools, which you can leverage to track your performance.

Once you’ve created a page, you need to modify the URL to make it easy to remember, so that people can easily find your page. The next step is to optimize your Facebook business page to get maximum visibility and engagement.

Make sure to provide accurate and up-to-date information on your profile, especially the contact details. Use a high-quality and relevant profile and cover photo, and use relevant keywords throughout the page’s content. Make sure the “About Us” section provides all necessary information about the business.

Tip #2: Leverage Video Content Video content on Facebook is one of the most effective types of content that you can use for your Facebook marketing. Videos get more engagement and views than any other type of content on Facebook.

A recent study analyzed over 187,000 Facebook pages and 7.5 million posts. They found that videos get 168% more interactions (reactions, comments, and shares) than YouTube videos.

Moreover, Facebook users watch over 100 million hours of video per day. So, if you can only post one type of content on Facebook, it needs to be video content.

85% of Facebook users watch videos with the sound off, so use captions for all your videos. Set your video settings to prevent auto-sound-on as that may annoy some viewers. Use the Facebook Live feature to stream live videos directly from your mobile phone. Post live Q&A or tutorial type videos as they get higher engagement. Focus on making your videos engaging and relevant, rather than promotional.

Tip #3: Use Facebook Advertising If you’re not using Facebook ads yet, then you are missing out on a huge marketing opportunity. Facebook ads provide very precise audience targeting options and can help you reach your intended audience with ease.

For Facebook ads, like any other ads, you will need to target relevant keywords and audiences. To get keyword suggestions, you can use a tool like SpyFu, spyfu.com. It can help you find and select the best keywords for your ad campaigns.

Tip #4: Spy on Your Competitors If you want to beat your competitors on Facebook, then you must first know what they are doing.

You can scan your competitors’ Facebook pages to see their messaging strategies, frequency of posting, and types of content posted.

Tip #5: Post at the Right Times Every social media platform has certain times when their users are most active. Knowing the right times and days to post can play an important role in deciding how much engagement you get.

According to a study by Sprout Social, the best time to post on Facebook is between 9am and 3pm on weekdays.

Surprisingly enough, people spend more time on Facebook during the weekdays than they do on weekends. And the highest engagement rates are seen on Wednesday and Thursday during the above-mentioned (9am to 3pm) time period.

Source: 5 Actionable Marketing Tips to Beat Your Competitors on Facebook, Shane Barker, www.business2community.com/social-business/5-actionable-marketing-tips-to-beat-your-competitorson-facebook-02206559

PETevents OCTOBER 16-18—GIE+EXPO, Kentucky Exposition Center, Louisville, Ky. Call 812-949-9200; visit gie-expo.com.

NOVEMBER 5-8—Far West Equipment Dealers Assn. 2019 Convention, Phoenix Marriott Resort Tempe at the Buttes, Tempe, Ariz. Call 707-678-8859; visit fweda.com.

DECEMBER 19-21—WEDA International Dealer Conference, Westin Kierland Resort & Spa, Scottsdale, Ariz. Call 816-5615323; visit westerneda.com.

Listings are submitted months in advance. Always verify dates and locations with contacts prior to making plans to attend.

ADlink This issue of Power Equipment Trade is brought to you in part by the following companies, which will gladly supply additional information about their products.

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ADLINK is a free service for advertisers and readers. The publisher assumes no liability for errors or omissions.

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DEALERtodealer

People Are People Treat Them All Kindly SAM STEARNS

It is easy to want to point a finger at what is between the seat and the steering wheel, but when it comes to good customer service, that doesn’t make anyone feel good.

I

know I’ve written before about some of the things you’re about to read. Maybe I’m starting to sound like a broken record. But the fact is that the same challenges tend to stay with us in this industry, and on the whole, never seem to truly be solved.

Especially the people problems—so that means we still need to be talking about them. And today, I’m talking about the customers who walk in our doors. For most of us, customers can be a huge source of frustration. Let me cut right to the chase. Many of us operate with an unhealthy mindset: the idea that customers are our adversaries. Not the good ones, mind you, just the ones that cause trouble. The problem I see is that we tend to be way too quick to assume an adversarial stance against these difficult customers.

If they leave a 1-star Google review with a lopsided story full of errors, we show them up with a well-deserved digital verbal lashing and make them look like the lying idiots they are! You know that’s not a win for us, right? Or if they walk up to our parts counter without any model numbers, wanting us to figure out which carburetor they need, we make some kind of sarcastic remark to teach the customer that “5-horse Briggs” isn’t enough information. And then the customer leaves our store empty-handed, feeling stupid, not wanting to come back. That’s not a win for us either.

I’ve said this before, and I’ll say it again, I believe that we dealers are our own worst enemies when it comes to an38

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gry customers. I know there are some people out there who absolutely will not be satisfied with us, no matter what we do, and we all have to deal with them.

But contrary to popular opinion, those are few and far between. In general, we get out of our customers what we put into them. If we speak to them agreeably and respectfully and display a genuine interest in finding solutions for them, you will rarely have that implacable customer.

“But Sam, you don’t know the people in my area...” Yes, I do. As my dad always taught me, “People are people.”

Most of us are fine when it comes to technical knowledge and expertise in our products. But the people we deal with are just as much of our business as the products. We value and invest in technical expertise, don’t we? Why not do something to improve and invest in our customer service? It’s a science and a skill.

Now, lest you think I’m trying to pass myself off as the customer service expert who never makes any mistakes, let me tell you a true story that happened just this week.

The Issue I did some repairs on a lawn tractor and delivered it to the customer’s house while she was at work. Two days later, she called me and said the engine ran awful and that there was no mechanism to engage the mower deck. Without getting into details, suffice it to say that the problem was between the seat and steering wheel! Now of course, I wasn’t going to tell the customer that! I just said that everything on the machine was in perfect working order when I left it at her house. Then we quickly ended the conversation with the understanding that I would stop by her house to check it out in the next day or two. And I thought everything was fine.

But a couple hours later, this customer called again and left a message, telling me that she wasn’t happy with our previous conversation, that I had essentially told her that she did something to

her mower to make it not work, that she didn’t want me to come out to her house to check it out, that she would find someone else to fix it, and that I gave bad customer service.

The Fix So what did I do? I called her back as soon as I listened to her message and left her an apologetic voice message when she didn’t answer my call. And then I followed it up with a similar text message: “Hi [customer’s name]. I’m sorry for the way this morning’s conversation went. I didn’t say things right and gave you the wrong idea. I am truly sorry. I would love a chance to make this right with you. You gave me your business and entrusted your equipment to my care, and I want to make every effort to assure you that was a wise decision. Please listen to the voice message I left you a minute ago, and call me back at your convenience. Sorry I missed your call earlier. I was on the phone with someone else at the time. I am truly sorry for how this interaction has shaped up this morning. My fault completely.”

Now, did I really accuse her of doing something to her equipment to make it not work? No, I don’t think so.

But regardless of what I think I said, the customer felt like I was blaming her for her situation. So the necessary response was to swallow my pride and make it my top priority to win the customer back, not to justify myself. And it worked. She sent me a text message later that day to thank me for reaching out to her and to schedule a time for me to run over to her house and walk through the equipment operation with her. So now we have good feelings, nobody’s angry, nobody’s avoiding PET phone calls...this is a win!

Sam Stearns owns and operates Mr. Mowerman, Scottsburg, IN, 47170; e-mail: mr.mowerman@hotmail.com. The views of Sam Stearns do not necessarily represent those of Hatton-Brown Publishers, Inc.

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