Riggs Report - V5 - July 2021

RIGGS

JUL21

REPORT

TEAM Strategy

Safety 1st

VOL 1 ISS 5

Riggs Team, our facilities. According to their founder Bryan Tuggle, this is an opportunity for these men to serve others and experience the rewards of being a servant. Furthermore, it allows these men to show organizations their skills so they can find full-time employment once their nine month treatment plan is complete.

This year is flying and there’s no slowing it down.

It’s hard to believe we are half way through the year and July 4th is almost here. God Bless America!

We’re all thankful that 2020 continues to shrink in our rearview mirror as we drive towards better days.

Sunshine. Finally, we are blessed with sunshine and that means work is getting busy. However, it also means temperatures are rising quickly. I want to say thank you to everyone enduring the heat and taking care of our customers no matter what the conditions are. Good ole Arkansas humidity. Also, we have t-shirts on order for all Technician, Warehouse, Driver, and Yard personnel to help combat the heat from the current uniforms. I am not sure how long it will take, but we are looking for a new uniform solution that will greatly improve comfortability while working in the many conditions we operate in today.

We are extremely thankful for their support and love seeing men and women receive a second chance in life. I hope that you get an opportunity to look into their ministry. If you know anyone struggling with drugs or alcohol, this is a place to consider offering as an option for recovery. Thank you all for your support of Share-It-Forward and your support of John 3:16. This ministry is truly changing lives.

Furthermore, Riggs has been blessed to hire multiple individuals from this program and we are grateful for the opportunity to offer them that second chance.

Speaking of the heat, we know that getting inside on break and during lunch is crucial to an enjoyable day’s work. And that the break room serves as a place to recharge our batteries before re-entering the grind.

So we are looking at how can we invest a little money in making those break rooms more comfortable to maximize that rest time? Each Branch Manager will be working to improve that at each store with a little local twist and under a few guidelines from corporate (only a few!). So I hope that these improvements make the day more enjoyable and help you all take a load off when you need it. Thank you again for your hard work and let’s keep serving our customers the best we know how!

What is the ‘serve.’ logo on the back of our new shirts?

This logo summarizes the new vision for who we are at Riggs. It embodies the Riggs Vision and Values that we rolled out at the end of 2020 and defines the leadership philosophy our leaders will exemplify moving forward (if not already). We are following the instruction of a book called ‘How to Become a Servant Leader’ by James Hunter. In summary, we are creating a consistent message and focus for our culture that will define who we are for years to come.

And at the end of the day, all of us have the ability to make a difference by being the best we can be and serving one another. If you have any questions about this material or the idea please reach out to me or your Branch Manager at any time. This is just getting started so much more to come on this in the future.

Share It Forward is now supporting John 3:16 Ministries in Charlotte, AR. This ministry was established in 2003 and has helped well over a thousand men overcome drugs and alcohol. The program is completely free for those who need help, “There is no cost to any man suffering from addiction to enter the program. Jesus Christ has paid the price.”

Thank you again to everyone at Riggs for making this a special place. I hope that you and your families have a wonderful summer.

Many of you at our Little Rock and Jonesboro locations have seen these men working hard to either cook meals for us or help straighten up

George Cress EVP– GM and COO 2

CONTENTS 4 -5 6-9 10-19 20-21 22-25 26-27 28-45 46-49

50-51 52-53 54-59 60-61 62-65 66-67 68-69 70-71

Event Highlights Share It Forward Riggs Babies Riggs Rents HR Message Safety 1st Excellence Programs Rebuild Team

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Machine Focus Power Systems Training Solutions Current Promos Sales + Marketing ”Caught In The Act” Photo Sharing “Life Uncut” Vlog

C O N G R AT

2020 RENTAL REP OF THE YEAR:

2020 RETAIL SALESMAN OF THE YEAR:

2020 PSSR OF THE YEAR:

2020 USED SALESMAN OF THE YEAR:

Scott Gottlieb

Larry Wiley

Jared McGlothlin

Steve Smith

4

2020 SALESMAN OF T

Steve

2020 SALESMA

Lee Mas

S, W inners 2020 Sales Awards

THE YEAR RUNNER-UP:

Smith

AN OF THE YEAR:

ashburn

2020 TERRITORY REP OF THE YEAR:

2020 PSSR OF THE YEAR RUNNER-UP:

2020 CAT BCP CORE CHAIRMAN’S CLUB AWARD:

2020 HIGHEST OHT PARTS SALES GROWTH:

Reuben Brown

®

Justin Heslep

5

Gregg Ross

Doug Anders

M I L ES TO N

6

E

Achieved

7

ongratulations

SCH Brianna Strickland

Catherine Welch

Daughter of Ike Strickland

Daughter of Kurt Welch

Brianna is currently attending Arkansas Tech University majoring in Secondary Mathematics Education.

Catherine is graduating from St. Benedict at Auburndale and will be attending the University of Alabama at Huntsville majoring in Kinesiology.

8

OLARSHIP

Winners

Martha Bowen

Sage Colburn

Zane Wright

Daughter of Joe Bowen

Daughter of James Carter

Grandson of Larry Wiley

Martha is currently attending Cameron University majoring in Psychology.

Sage is graduating from Greenwood High School and will be attending the University of Arkansas majoring in Political Science and Sociology.

Zane is graduating from Van Buren High School and will be attending the University of Central Arkansas majoring in Psychology/Applied Behavior Analyst.

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I T’S A T E A M This whole change in branding is to really focus on the customers and provide a better experience for all of our

rental customers.

Bryan Greer

M

Strategy Watch I t Now!

Like & Follow!

@ RIGGSRENTS

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ARKANSA

July is National Parks and Rec month!

Lucky for us, Arkansas has 52 Parks that

Wherever you live in Arkansas you are not far from one of these beautiful parks. You are able to pick a park based on whatever adventure or experience you are seeking.

The parks Interpretive Programs offer over 40,000 family-friendly programs each year, including lake tours, guided hikes, kayak outings, etc. Visiting the state’s parks is the perfect excuse to get out and enjoy the outdoors while learning about nature and getting fresh air and exercise.

If you live in Central Arkansas, you can climb to the top of Pinnacle Mountain and enjoy an incredible view of the Arkansas River. After your climb, you can enjoy a nice picnic at the bottom of the mountain where there is a playground for the kids and a large field to throw a Frisbee.

You can also discover the many beautiful hiking trails at Petit Jean State Park, home of the 95-foot Cedar Falls, the tallest waterfall in Arkansas.

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S

Parks

are spread across The Natural State.

If you live in North Central Arkansas, you can visit Bull Shoals-White River State Park. Bull Shoals has many adventures for the fishermen where they can fly fish for trout on the White River. Families can enjoy s’mores around a campfire where they can park their RV or pitch a tent. The park also offers great hiking and mountain biking.

of trails, campgrounds with bathhouses, an equestrian campground along with many picnic sites, outdoor and indoor theaters along with many other outdoor family friendly activities. If you are a golfer the park features a 27-hole public championship golf course, the Ridges at Village Creek located in Wynne, AR.

The Upper Delta is the home to Village Creek State Park which includes 33 miles

Southeast Arkansas is the home of Lake Chicot, the largest natural lake in Arkansas 23

ARKANSA

July is National Parks and Rec month!

Lucky for us, Arkansas has 52 Parks that

and the largest oxbow lake in North America. Take your boat out for some water skiing or take it easy with some day fishing. Lake Chicot has cabins and campsites for a family camping trip.

of Arkansas’s diamonds. Since 1972, there have been 32,750 diamonds found at the park. After the kids are done digging for diamonds, cool off at the Diamond Springs Water Park.

Kids will love digging for diamonds at the only diamond mine open to the public at Crater of Diamonds State Park in Southwest Arkansas. The kids can learn all about the unique geology

Mount Magazine in Northwest Arkansas is Arkansas’s highest point at 2,753 feet. The scenic views are incredible, especially in the fall, and is a great destination for biking, horseback 24

S

Parks

are spread across The Natural State.

riding, back-packing and, ATV riding.

It is also a great place for technical rock climbing and offers a hang gliding launch area.

For more information on all the state parks you can download a state parks guide by clicking the link below.

Arkansas is full of activities for everyone no matter where you live The Natural State has something to offer.

This is your state and it is a great time to get out and enjoy all that The Natural State has to offer.

Download Guide 25

When Severe W

Know T

Spring is here and summer is so close you can almost taste it! The change in season brings welcomed warmer temperatures and with it the chance for severe weather.

Arkansas sees an average of 39 tornados each year with many occurring during the spring and then another bump in activity in late fall. Knowing what is expected of you during an emergency is essential. If a tornado warning is issued for your area, where do you take shelter? How will you be notified of a tornado warning? Who will make sure everyone is accounted for? The answers to all these questions lie in our Emergency Action Plan.

available to all employees and can be viewed on Riggs Central or a copy of the EAP may be obtained from any branch manager.

It’s important to note that each Emergency Action Plan is tailored to your specific branch and you will be trained annually to ensure your knowledge of emergency procedures is current and familiar. Our EAP outlines escape procedures and assignments designed to respond to many potential emergencies, including but not limited to tornadoes.

When weather turns severe, management at each location will monitor weather conditions and alert employees when they need to take shelter. An alert will be issued to employees via either a storewide page, emergency text alert, or sounding a pressurized air horn. Pressurized air horns will sound 3, 1 second blasts outside to warn

An Emergency Action Plan, or EAP, is a written program that communicates to employees, policies and procedures to follow in emergencies. This written program is

26

Weather Strikes,

The P lan

employees working on the yard to take cover.

When you are alerted to take cover, shelter should be taken immediately and without hesitation or question.

If you are caught in a vehicle during a tornado, the national weather service advises you get out and take shelter in a sturdy structure. If there is not one nearby, get to a low spot and cover your head from flying debris. Do not take cover under an overpass as this does not provide adequate shelter during a tornado and can cause increase winds speeds due to a tunneling effect.

Each location has designated tornado shelter areas which may be designated with a sign.

These locations will be on the lowest level and toward the interior of the building, with as many wall between you and the outside as possible. Review your branches EAP or ask a member of management were your designated shelter area is located. Once you arrive in the shelter area roll will be taken by the designated evacuation personnel. If possible get under something sturdy, such as a heavy table and protect yourself from flying debris. Most injuries associated with high winds are from flying debris, so remember to cover your head.

Your safest course of action in a tornado is to take shelter immediately when a tornado warning is issued for your area. If you would like more information on tornado safety or our Emergency Action Plan, please contact the Corporate Safety Team or visit the Safety and Loss Control department page via Riggs Central.

27

D I G I TAL A The Digital Excellence Program is aligned with Caterpillar’s “digital as an enabler” strategy and builds upon the Digital Transformation Guide. The program aims to improve a dealer’s digital capabilities and performance. It measures the dealer’s adoption of key digital capabilities and tools as well as the degree to which dealers are integrating/leveraging these in their core business processes.

Connectivity is the foundation for digital.

This category assesses the Cat dealers’ processes and resources to collect onboard data from our equipment and transmit it to the digital platform.

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Platform and Data is where we assess data security, data integrity, authorization, what Cat dealers are doing with the telematics data and how they apply it to support our digital applications.

S AN Enabler

Caterpillar Digital Excellence Ranking:

Applications offer solutions dealers and customers rely on to stay connected when they need it most. This category measures the deployment and adoption of priority customer-facing applications.

BRONZE

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ALWAYS O Total New Part Inventory:

$11.3M

Total Line Items Stocked:

62,920

Total Pieces Stocked:

2,585,616

R12 Counter and Shop Documents:

88,909

R12 Lines Filled:

266,999

Stock Service:

98%

(numbers of items we “stock” and fill same day from inventory)

Customer Orders Filled within 24 hours:

96%

(Cat target = 94%)

Customer Orders Filled within 48 hours:

98%

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N

The Move

Caterpillar Parts Excellence Ranking:

GOLD

13 consecutive quarters, 1 of 17 dealers in North America

In order to achieve PARTS EXCELLENCE GOLD ranking, it requires dedicated focus from everyone who “touches” a part. This includes warehouse personnel, counter personnel, shuttle truck drivers, PSSR’s and countless other individuals. You guys make this possible. We are extremely appreciative of everyone’s continuous efforts.

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ALWAYS O

“It requires dedicated focus from everyo

32

N

The Move

one who “touches” a part.” —Chris Lewis

33

CLIMB ING Our Sales + Marketing team achieved Silver through closing various attributes that Cat assigned to us. These attributes were for Machine/Aftermarket and can be classified as Basic, Emerging, Advanced, Excellent (Excellent is the mark to hit). ®

Pulling metrics through our CRM was a big portion of this Silver status as well. These metrics were focused on “Lead Sources” and the Opportunity to Close Ratio (Won/ Lost/No Deals).

Machine Categories

Aftermarket Categories

Customer Engagement Customer Management Operational Performance

Customer Engagement Customer Management Operational Performance 34

THE

Ladder Caterpillar Sales + Marketing Excellence Ranking:

SILVER 35

CLIMB ING

36

THE

Ladder

37

CR E AT I N G T Q1 Results: We have the 6th highest SEP score out 44 dealers in North America.

We are 1 of 6 dealers in North America to rank GOLD. We are the ONLY dealer in Houston to rank GOLD. Service Recordable Injury Frequency (RIF): ZERO Injuries Recorded.

Product Improvement Program (PIP): 100% completed for Safety Letters in a Rolling 12.

Product Improvement Letters: 99.57% completed in a Rolling 12.

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Caterpilla Excellence

GOL

HE Framework

ar Service e Ranking:

LD

Why It Matters The parts and service business represents a significant portion of dealer profitability, but market share for parts and service is at risk.

Why? It’s simple: We face more competitors, and our customers have more service options today than ever before. In addition, significant variation in service performance and capabilities across our dealer network results in an inconsistent customer experience. The Service Excellence Program raises the bar on delivering an exceptional customer experience across our distribution network by building capabilities and consistencies among our organizations.

The Service Excellence Program helps dealers move from foundational to transformational capabilities that enhance the overall customer service experience by: • Improving labor safety performance • Continually improving service capability, processes, tooling and support to exceed customer needs • Creating a framework to consistently deliver service to customers who do business in more than one territory • Maintaining standards and recognition to drive a premium customer experience 39

CR E AT I N G T

“Our goal is to provide a premium cu

40

HE Framework

ustomer experience.” —Jeffrey Wilmath

41

S U R G E Bu Caterpillar’s Operational Excellence program is a philosophy of leadership, teamwork, and problem solving, resulting in continuous improvement throughout the dealership’s Used and Rental Services, contributing to profitable growth.

The Rental Services Excellence Program in particular is extremely rigorous and reviews all aspects of the SURGE business model.

• Separate The Organization & Instill A Service Culture • Uncover New Customers • Reshape Fleet & Grow Allied • Grow Customer Coverage Physical & Digital • Excel At Service & Operations

Caterpillar Used + Rental Excellence Ranking:

GOLD

This ranking was achieved in September of 2020.

We have not received our Q1 2021 results, yet.

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usiness Model The following areas are metrics we are scored on: Time utilization Financial utilization Equipment turn-around time Rental fleet maintenance expense Cat Certified Used sales Used units sold with maintenance contracts (CVA)

43

S U R G E Bu

44

usiness Model

45

G R E AT J O

Check out this machine rebuild our team jus

Before

46

O B, Rebuild Team!

st completed on this 777G CPT for Granite Mountain Quarries.

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After

G R E AT J O

Check out this machine rebuild our team jus

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O B, Rebuild Team!

st completed on this 777G CPT for Granite Mountain Quarries.

After

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NEXT GEN What Customers Asked For: I need even more performance.

I want a better experience as an operator.

I want the best owning and operating costs.

Universal Coupler Option

50

N

Excavators

Focusing on the 304 & 305

What Cat Delivered: ®

COMFORT & CONTROL

AFFORDABILITY

HIGH PERFORMANCE

Stick Steer Mode

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NO-HASSLE SERVICING

WE’V E GO T Powering a local hospital Behind-the-scenes with Glenn Berkemeyer

52

T The

Power

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CONGRATS, Congrats are in order for Mike Kingrey and Mark Lumpkin!

Both of these guys have worked extremely hard with a limited time schedule, to become CDI and CDO. This was no easy task. Less than 200 people in the North American dealer network claim these titles.

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Mike & Mark!

Our Certified Dealer Instructor & Operator

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S T AT E O

“PAVING BY THE NUMBERS” Training class on the AP1055F. Last month, our training team taught Arkansas Department of Transportation how to operate their new AP1055F in just TWO DAYS. 56

F The Art

Watch the Video 57

S T AT E O

58

F The Art

“APPLIED FAILURE ANALYSIS” Training Class.

Failure analysis is discovering what caused an unexpected problem and recommending the right corrective action.

Riggs Cat’s Applied Failure Analysis (AFA) training provides affordable, high-quality, field failure analysis training and assistance.

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CLICK TO

ALL SPECIALS: RIGGSCAT.COM/SPECIALS |

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Learn More

REFERRAL PROGRAM: RIGGSCAT.COM/REFERRAL

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IN TEGR AT I As we continue to capture BCP & CCE Machine sales throughout the state, we look forward to the new conversations with current and new customers to showcase what Riggs Cat has to offer. Our goal is not only machine/part sales, but to also educate customers on equipment and overall safety. Since starting the MSX Integration back in June we have been able to close more deals, reach more customers and promote Riggs Cat to a whole new market.

Machine Sales – 54 since June of 2020 Customer Referrals – 7 Customers receive a Cat Cooler for each referral resulting in machine sales Rental Rep Referrals – 14 since June of 2020 Employees receive $250 for each referral resulting in machine sales NEW Customers Since January of 2021, 92% of purchases have come from New Customers Digital Advertising Our focus has shifted to digital. We’ve been able to successfully gain new customers this way.

62

IO N

Success

63

IN TEGR AT I

Our Sales + Marketing team has been pleased with the success of our digital ad Behavioral Display, Facebook Video, and Pre-Roll. We’ve been A/B testing the customers through this Digital Strategy!

3,765,412

IMPRESSIONS

Our Current Ads

80,960

NEW WEB USERS

64

24,

CLIC

IO N

Success Digital Advertising

ds. We’ve been focusing on SEO, Social Media/Google Competence, Geofencing, Creative, Messaging, and Audience targets. We look forward to serving more

,801

CKS

637

11

LEADS

SALES

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I N T R O DU C I N What is “Caught In The Act”?

We all know we work with some awesome, generous people here at Riggs, but how often do we shine a light on their efforts? Caught In The Act gives us the opportunity to recognize our fellow team members for simply being great.

Here are a few examples: • Going above and beyond for customers • Giving back to the community • Simply being AWESOME

How does it work?

If you know of someone who’s making a difference, anonymously submit their efforts, with a picture of them “Caught In The Act” to barrettj@jariggs.com.

What sort of thing are we looking for?

We’re looking for people who have performed inspirational acts that have had a positive impact, whether that impact has been on a small or large scale.

Be on the lookout for people that are going above and beyond in their daily lives.

Caught being a LEADER 66

G Heath Roseberry Inside Sales Representative

On or off the field, Heath is a tremendous team player! He’s always eager to learn and grow.

We believe his leadership skills derive from being a collegiate athlete, and a youth baseball coach for his sons team.

Since day one, Heath has made a HUGE impact here at Riggs. We’ve been able to close Gaps with our BCP/CCE equipment, and beat out our competitors.

Heath has officially been “Caught In The Act”.

If you see him, show him some LOVE! Anonymous

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S E N D U S YO U

Creed Chambers is READY TO WORK! — Rick Chambers 68

U R Riggs Photos

Email to: barrettj@jariggs.com

Enjoying the weekend.

— Dustin Prentice

The next Riggs Technician. Rotating tires and serving the old service truck.

— Bobby Hoyle Jr. 69

CHECK OU

The purpose of this Vlog is to show our customers who we are and what we do.

Click the link above to view all of our new videos. We’ve got more in the works — we’re just getting started!

We hope you enjoy what we’re doing, and are open to feedback. Please let us know if you have any ideas of what we can cover in future segments.

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T OUR New Vlog RiggsCat.Com/Life-Uncut

Send ideas to: barrettj@jariggs.com 71

Headquarters & Sitech

Riggs Outdoor

LETS GET Social!

@ JARIGGSTRACTOR @ RIGGSCAT

EL DORADO

@ RIGGSCATELDORADO

FORT SMITH

@RIGGSCATFS

HARRISON

@ RIGGSCATHARRISON

JONESBORO

@ RIGGSCATJONESBORO

LITTLE ROCK

@ RIGGSCATLITTLEROCK

RUSSELLVILLE

@RIGGSCATRUSSELLVILLE

SPRINGDALE

@ RIGGSCATSPRINGDALE

TEXARKANA

@RIGGSCATTEXARKANA

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