P1 Connection August 2022 by P1 Group

The

DOG DAYS

P1 CONNECTION

of Summer

August 2022 HOME

CARE Program is a Win-Win: P1 Invests in Customer Feedback to Increase Satisfaction and Retention “A garden doesn’t grow without constant tending.” General Manager of Service Todd Andrews says P1 applies this same philosophy to customer relations.

In addition to her role as Service Coordinator, Erin Pearl has taken on CARE responsibilities for St. Joseph.

“You can sell and sell, but if you don’t retain anything, then you’re not growing,” Todd said. “We need to retain our customers or else we’re putting in effort without growing the business.”

“One customer recently told me how thankful they were that P1 has invested in CARE,” Kelly said. “He does not have any other contractors that do such a thing, and told us it’s one of the things that sets P1 apart.”

This is why P1 reinstated the customer CARE - Customer Assurance Review & Evaluation - program in 2019. The program has existed before at P1, but today, it stands on a strong foundation and grows steadily in its success.

Perhaps it’s that very element of the unexpected, but Kelly says one of the greatest challenges is getting a customer to make an appointment in the first place.

The strength of that foundation lies primarily with the individuals who were hired or selected to focus on CARE initiatives. CARE Coordinator Kelly Masters came to P1 in 2019 with the sole focus of building CARE for Kansas City, Lawrence/Topeka, and Wichita Service.

Customers have commented on the rarity of this kind of attention.

“Sometimes in the past, if a customer had met with me before, they think they don’t need to again,” Kelly said. “So we revisit our questions frequently to make sure we aren’t asking the same people the same thing year after year.” Kelly and Todd say it’s important to keep the meetings conversational, and make sure it’s a two-way street of communication and benefit, not

"One customer recently told me how thankful they were that P1 has invested in CARE, and told us it's one of the things that sets P1 apart." -Kelly Masters, CARE Coordinator

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"St. Joseph is a smaller community, and our customers really like having a faceto-face talk with someone about how things are going." -Erin Pearl, Service (+CARE) Coordinator

just a way for P1 to get answers that only serve us. “We are always looking for ways to improve the program,” Kelly said. “For example, making sure visits happen early enough in the year to address - and hopefully correct - issues before contract renewal.” “The program and our methods evolve with each visit,” Kelly said. Because of these constant improvements, Kelly said she is having less trouble getting appointments these days. “When people feel they are being heard, they welcome a visit, and, of course, P1 also benefits from what we learn.” Erin says the CARE efforts are very effective in the closer-knit community of St. Joseph. “St. Joseph is a smaller community, and our customers really like having a face-to-face talk with someone about how things are going,” Erin said. “The time we take to sit down and receive feedback from our customers is appreciated. It also gives us an opportunity to let the customers know about all of our other services they may not be aware of,” she said. “I have even gotten new job opportunities for P1 during CARE calls because the customer did not realize there were other things we could help them with.” Kelly takes the information she gathers and puts it to use in several ways: positive comments are shared, recognizing the appropriate P1 associates for their good work; if there’s an issue needing correction, she brings it to the appropriate person (from service manager to executive, depending on the situation); a report that is delivered every Friday in the Operations meeting; and a spreadsheet tracking results to use for comparison and to track solution implementation. “CARE has allowed us to retain business – in the ballpark of $1M in maintenance agreements over the past couple years – that we might

have otherwise lost,” Todd said. “CARE gives customers a place to express their concerns,” Erin said. “They can talk about things that are and are not working for them and we can figure out how to better suit their needs.” Erin says there have even been a few CARE calls that have led to adding on to the customer’s contract to better meet their needs. “Without having that sit down conversation, that customer may not have said anything, and might go on just being less satisfied. It is a great opportunity for the customer to freely express their feelings on how things are going so we can ensure their satisfaction.” KUDOS TO THE CARE TEAM FOR THEIR GOOD WORK IN CREATING A TWO-WAY STREET OF SUCCESS! 

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Customer Feedback

“Why we do business with P1: They listen to their customers and respond accordingly; the service and response; the technician base: their expertise and qualifications.”

“I feel very cared for by P1, and really appreciated them reaching out to check in on us. It really shows how important customers are to P1.”

“We have zero complaints. We appreciate the weekend work that keeps us operating. All the technicians that have been on site are professional.”

“The only thing we could do better is to clone our P1 tech! He does a fantastic job and we would benefit from having more guys like him.”

“I told my staff good service is out there, we just have to find it. And we did with P1.”

“We are so happy with all of our P1 techs. They are so detailed at explaining things - cream of the crop!”

One customer told Kelly P1 is a 10/10. “I know who to contact for help, and trust the solutions and the work. P1 is very responsive, and keeps me well-informed.”

“Everything has been a smooth transition and the techs are very knowledgeable. They have been a great help in this transition and are always available and quick to answer any calls.”

One of P1’s service customers is a huge fan of CARE, and uses all trades with P1. “I’ll never have any reason to look anywhere else. I’m getting all the information I need and our tech is doing fantastic work for the organization.” Recently, P1 finished a significant project to execute control upgrades along with replacing one of their three large systems. The customer told Kelly he’s already seeing huge energy savings as a result of this project.

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Dedication to Lifelong Pursuits: Associate Profile on Chris Champagne Pictured above, L to R: daughter, Kaitlyn; wife, Carolyn; Chris; and son, Collin Operations Manager Chris Champagne recently celebrated his 28th Chris and Carolyn continued the tradition of horse training and anniversary at P1 Group. He was hired right out of college – to Huxtable showing after they got married, passing it along to their own children and Associates at that time - and has spent his entire career here. as they grew up. He earned his degree in Mechanical Engineering and has the distinction of being the first graduate from Kansas State University CEO Smitty Belcher allowed – er - hired.

They don’t raise horses, but will buy and train them. They typically try to find a horse that is around two to five years old and has certain characteristics.

When Chris started, Computer Aided Design (CAD) was new to the industry, but he had familiarity with it from classes at school.

“We look for an attractive animal that has a quality of movement. We like for them to be five to six feet tall at the shoulder and have a calm personality,” Chris said.

“When I came here, we were still drawing by hand, so the deal was, I was going to help them get started in CAD and they were going to teach me the contracting business,” Chris said. He started out in estimating, but over the years has been a project manager, operations manager, and is currently a team leader and operations manager in Lawrence. Chris said he has really enjoyed being involved in different roles within the company. “P1 is a great company to work for and I’ve always appreciated that they have allowed me many opportunities for growth and given me a career I am proud of,” Chris said.

Once they have purchased the horse, they train it to compete in several different classes. Although there are many classes for competition, their focus is on the classes of showmanship, horsemanship, and trail.

"We look for an attractive animal with a quality of movement and calm personality."

P1 isn’t the only thing Chris has stuck with. Training and showing American Quarter horses has been a hobby most of his life. Chris grew up north of Topeka on a 30-acre farm near Hoyt, KS. His family always had horses for both showing and racing, and he caught the bug at an early age, competing in his first show at the age of five. He even met his future wife Carolyn at a horse training clinic when he was 12 years old. “She actually grew up near Hutchinson, and we would cross paths through horse showing through the years, and ended up getting married,” Chris said.

Chris routinely participates in 10 -12 competitions per year. He shows them in riding and leading classes around the country, but normally stays in the Midwest area. Over the years, Chris has even had the opportunity to compete at the world championship levels.

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“We have been to the World Championship and Youth World Championship shows approximately 10 times with six different horses,” Chris said. Chris says he gets a lot of satisfaction from training horses and teaching them new things, which includes working with horses that might otherwise not have had the chance to be a show horse, and developing their abilities. “The horse my daughter shows was being used as a trail horse in Colorado when we purchased him. We have trained him in many events and he is now a successful show horse that performs many different events at a high level,” Chris explained. Currently Chris and his wife own a 15-acre farm near Lawrence, KS, where they have four horses and have recently completed an indoor training facility so they can work year round. It’s more than a hobby. It’s part of who he is. “This is something that has been part of my life for as long as I can remember and it’s something I will continue long into the future.” 

ALL IN THE FAMILY Chris has enjoyed handing his hobby down to the next generation. That includes his daughter, Kaitlyn, 19, who is currently attending K-State and majoring in Kinesiology and Spanish. The equine past time isn't the only thing shared: Chris's son Collin (some may remember him from his time interning at P1) has followed in a similar career, currently working as a project engineer for HME in Topeka.

Horse Show Class Definitions SHOWMANSHIP focuses on the exhibitor's ability to fit and show a horse at halter. Judges evaluate the grooming and fitting of the horse and the expertise of the exhibitor in presenting the horse to the best of his or her ability. Contestants must work a predetermined pattern consisting of maneuvers such as walking, trotting, pivoting, backing, and setting up. WESTERN HORSEMANSHIP is judged on the horsemanship abilities of the rider using western rack. Individually, riders must first follow a prescribed pattern consisting of maneuvers such as walking, jogging or loping in a straight or curved line, pivoting, stopping or changing leads.

Exhibitors will also show their horses around the perimeter of the arena, or "on the rail." Judges pay close attention to the riders' body positions, how they sit a saddle, and their ability to control the horse. TRAIL Just as a decathlete must train in several events, trail horses must also be accomplished in numerous obstacles such as passing through gates and crossing bridges. Trail judges focus on the skill of the horse to handle certain situations that might occur on an outdoor trail ride. Scoring is based on the horse's willingness, ease and grace in negotiating the course.

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N E W FAC E S/ANNO UNCEMENTS Please join us in welcoming our newest P1 Group associates.

JD Bishop Customer Support Specialist Lenexa

Kevin Brower VDC Specialist Lenexa

David Frey Project Engineer Lenexa/Arkansas

Chris Myers Senior Estimator Lenexa

Devon Minckley formerly Millwright General Foreman now Millwright Project Engineer Lawrence Promotion

Role Change

Melissa Weixeldorfer Payroll Manager Lenexa

Ashley Harvey HR Coordinator - Service Lenexa

Field-to-Office

See the list of open positions below or review our career site for an updated list at P1Group.com/Careers.

DON'T FORGET - YOU COULD EARN REFERRAL REWARDS IF WE HIRE ONE OF YOUR REFERRALS!

Details here

FUN FACT...

If you think it’s hot now, just wait 'til September. Details coming soon for the annual Chili Cookoff! It will be a flaming hot time!

P1 IS ALWAYS LOOKING FOR GOOD PEOPLE AND YOU CAN HELP.

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"DOG DAYS" ORIGIN Historians say the phrase "dog days of summer" dates back to the ancient Greeks and Romans, who would keep track of the seasons by looking up at the sky. The star Sirius was known as the "dog star" because it made up the nose of a constellation shaped like a dog. When Sirius would appear in the sky near the end of July, that marked the beginning of the very hottest days of the year.

BI RT H DAYS + ANNIVERSARIES Office and field associate birthdays and work anniversaries + awarded work

AUGUST BIRTHDAYS 1

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GREG DEEVER ANTONIO DOUGLAS NATHAN JONES TIM MOORE MICHAEL UNDERWOOD BRIAN JACKSON CORBIN PYPER JEREMY RYS JACOB WESLEY MICHAEL WILLIAMS PAULA EWY DENNIS HULL CHRISTOPHER LAMB JOHN LUNDIEN SCOT PONDER ERIC SCHEELE PAUL DARNELL IAN LONGHURST DENNIS WILSON JEFFREY ASHCRAFT KYLE COMBS GREG DAMLO JOHN HILBERT BRANDON KELLY DANIEL LINDBERG RONALD LITTRELL JOHN RAYMER CURT SWOBODA CHARLES DENKLER ABDON PROVENCIO ERIC CARRILLO SEAN DESMET LOWELL MANIS

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NICHOLAS MARSALIS MATTHEW MURRAH KENNEDY SANDERS PAYDON SHAW LAURA ADKINS BRYAN BIGGS COLE SMITH JONATHAN STEINER TROY STEWART JARED BROWN BRIAN KAHLE JAMMIE KNOWLES ALBERT MARTIN ROBERTO ROSALES BRANDON CAHILL JOSHUA ELLIS ELIZABETH FERGUSON LAGAUA VAEONO JEREMY ALEXANDER DILLON KING CHANCE THOMPSON LARRY JONES ANDREA DE LEON JACOB HAMON DANNY SHAUGHNESSY JOSHUAH DILLER NICK GURERA LEVI KING JUSTIN MCKINLEY JAMES POTTER SHAWN QUENZER CARL VAN VLIET KEVIN BACHERT

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CAMERON COOPER CODY DYCHE JOSEPH ENYART LUKE MADDEN SWAPNIL SHENDE BRENT VARNEY BRYAN BAHR DOMINICK BIDONDO EARL BROWN JEFFERY KING JONATHAN VAUGHN FORELL BERING SHAWN HASTINGS TIFFANY OLDHAM WILLIAM WILLHITE CRISTIAN CARNEY AARON HAMPTON MELODY PAYNTER GAYLON SHANNON MATTHEW SUMMERS JASON WHITE JOHN BARSZCZAK JASON SHIPP ROBERT BRUEGMAN RICHARD HERDMAN HUNTER KERSHAW LUKE TENBRINK PHILLIP GEHLEN BRAD HERRING ZACHARY MARTIN RHIANNON ROBINSON JAMES ROLLER DANNY SMITH

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CURT WITTMAN MARCUS CONNER RUSSELL CORPENING KELLAN ECK DYLAN FLOWERS BRIAN HOLLADAY RUSSELL PRESLEY TOMA UTA MARC COYAZO JERRY LEIS NATHAN PIERCE NIKOLAS FIELDS SHAWN LIGHTFOOT KELLY MCGUIRE SONJA RAYE ANDREW SEE JARET BRUNS ANDREW GUILLEN STEVEN KIMBALL FELIX PACHECO MAURICIO PALEN JEROD WELLS ALEXANDER ELDER CHARLES HATTON MATTHEW LAFAYETTE BRENTON GRINDLE ALEX HAZARD ERICA RUST LONNIE WALTHALL JORDAN KING JOHN MERRIMAN MICHAEL ROSS CHASE SERRAULT NATHAN PETERS

WORK ANNIVERSARIES 5 YEARS: P AULA EWY, BRIAN JACKSON, DUANE JORDAN, JULIE METZLER , CURT WITTMAN

10 YEARS: SHAWN CREMEEN 15 YEARS: B RADLEY BUTELL , JEFF GOODMAN , NICK LAWLESS , JEREMY PRICE, MARVIN REESE , ELIAS VILLALOBOS

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20 YEARS: MICHAEL MCCOY , TENNILLE TEGELER 30 YEARS: BRENT NEIS

 Big Project Ahead: P1 is excited to announce we are a proud construction partner on Meta’s newest Kansas City Data Center. This iconic project will be among the most advanced, energy- and water-efficient data center facilities in the world. P1 associates working on the project will be among over 1,200 workers bringing the project to life. The project will also support hundreds of construction jobs for years to come. Due to strict confidentiality guidelines, we can’t say more now. But stay tuned!

Culture Club

The P1 Culture Club has been busy across our different offices planning events. Here are some photos from recent summer events!

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HAPPENINGS

AWAR D ED W O R K P1 SERVICE/JULY TOTAL: $ 1,733,109.00 (Reflects projects $40K and over)

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