December 2009 - Careers at DH Pace Company

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Dec
2009
PaceSetter
A Publication for DH Pace Employees
The
POWER OF 1%
The following are just a few
recent suggestions:
‣ Chris Fatool recently
suggested repricing a third
party service provider.
Chris sought bids from a few
other agencies and found
that we could save over
$14,000 each year by
switching to a new provider.
‣ Install rain sensor on
sprinkler systems to avoid
watering when not needed.
‣ Install motion sensor lights
(w/ sensors by office exits)
instead of leaving the
warehouse lights on so HO
emps can see when they
leave at night.
‣ Have EEN Advertising &
Marketing design divisionspecific
holiday cards.
Cards can be designed and
printed with a local vendor,
substantially reducing the
cost.
‣ Use large postcard style
format, to eliminate
envelope and save money.
‣ Use the blue tooth
application on the bricks to
update the contact list on
the tech’s bricks. The DRP
driver can do this when
delivering parts. This will
save shop time.
1
THE POWER OF
%
Cost Savings
Program
In the Spotlight
Cold Call Yields Dividends Todd Loynachan Ask & You Shall Receive
Pat Arman
For the last couple of months, Todd has been using
one day a week for prospecting, and meeting with
inactive accounts. A few weeks ago, he was in an
outlying area of town, and noticed a lot of “hustle and
bustle” around a factory that was shut down when
Chrysler stopped making minivans one year ago.
Todd walked in to the plant, and saw that they were
dismantling everything. Within 10 minutes, he was
meeting with the person in charge for the property
owner, and the demo company. The cold call has
turned into $6,500 in orders for doors and repairs, and
they are not done yet.
We have bid several projects for a restoration company in
the past with no success. Recently, Pat was asked to look
at an 11 door project that already had a number from our
competition and needed to get a second number for the
insurance company. After Pat got the best discount he
could from our factory rep we set our margin where we
thought we needed to be. Pat then called the customer,
gave him our price and asked how our price looked. He
told Pat that we were approximately $ 1,000 high, Pat
asked if he could check with the factory to see if we could
get a better discount. After reworking our number, we
came in under our competitor and we were awarded the
Networking by Invitation
Mark Ritchey
$23,000 project. We wouldn’t have known were we
needed to be if we had not asked.
Mark Ritchey was recently invited to attend a Society Atlanta Division Flying High After Big Win Mark Weihe
of Industrial and Office Realtors (SIOR) Leadership
Breakfast. The leadership breakfast provides an
opportunity for SIOR members to meet with industry
leaders from all areas of the real estate profession.
This is a great opportunity for Mark to network with
existing and potential customers.
The Atlanta Division was recently awarded a project at the
airport. The project includes 45 rolling steel doors, totaling
over $243K, with the first doors installed before Christmas.
This is a huge win with a lot of potential for service work.
Way to go Mark Weihe & the Atlanta Team!
Baan Changes
Baan Contact Management
I.S. has recently completed customizations in Baan that will allow customer contact’s to be stored and reused. These
“contact management” enhancements include the ability to store e-mail addresses and the option to e-mail service order
confirmations and lead/opportunity appointment confirmations.
SAM
Sales Application Module (SAM), the Pivotal replacement is also complete. This new system offers a much more
streamlined, intuitive user interface. It is also completely integrated with Baan, so customers entered in Baan can be
searched for and used in SAM and vice versa.
Training for both the Baan contact management changes and SAM will be during the week of January 4 th - January 8 th .
The new changes will go live in production on Monday, January. 11 th .
The Baan changes will affect all users who enter service orders, sales orders or leads/opportunities. Please be
sure your office manager knows if you need to be included in one of the training classes.
Send stories for future publications to tracie.folscroft@dhpace.com

Stories from the Winners Circle
Investing in Customer Yields Big Returns
Kathleen Avery
After the Sales Follow Up Pays
Ken Daegele
In the spring of 2008 Ken sold about $10,000 worth of Knock &
After several months of relationship building, Kathleen was
Lock sections to a distribution center customer. In early 2009,
able to get a meeting with the Operations Manager for a
Ken made a cold call to the contact person to see how the
large group of auto dealerships that consists of 11 buildings
Knock & Locks were working out. He found that they were very
and over 85 overhead doors and openers. During that
happy with them. The customer then took him to one of their
meeting, we found out that our service and competitive
other distribution centers. Ken sold $ 27,000 worth of Knock &
pricing made them want to continue a relationship with us as
Locks to that facility. Most recently the customer has
their vendor of choice. They loved our professionalism and
purchased Knock & Lock sections totaling $ 21,000 for the
thought our priority service rates were just right for them.
original location and $49,000 for the second location of the. It
They accepted our proposal and allowed Kathleen to walk all
definitely pays to follow up!
11 facilities. Kathleen met with each facility manager,
numbered all the doors, logged the sizes and provided each
of the managers with a detailed report of their doors.
Kathleen said the best part for her was pulling off our
Workign the 2 nd Circle
Todd Loynachan
competitor’s sticker and putting OHD Red Ribbon Banners in
We have hadn’t done much business with a community college
their place.
outside of St. Louis. Stan Fitch saw some potential with this
customer, and set up a meeting for Todd to talk to the Director
of Maintenance about door hardware in March of ’09. Although
Seize Every Opportunity
things started out slow, we are going to end this year around
Greg St. Amand
$10,000, and we have a blanket PO set up for them to
This past summer Greg got a call from a large customer.
He initially said that our service department had previously
installed weather seal on his exterior rolling door. He was
purchase all of their hardware from us in the future. This
customer should only grow in the future, with most of the
campus being about 40 years old.
looking to get weather seal installed on two more rolling
doors to help keep birds out, if possible. Greg booked an
appointment for a site visit.
Bid Follow Up Wins the Day
Tom Harvey
Top KAR by Month
Jan Don Hicks -$193
Feb Scott Davis - $308K
Mar Don Hicks - $168K
Apr Don Hicks - $184
May Don Hicks - $144K
Jun Steve Whitfield - $512K
July Don Hicks - $100K
Aug Don Hicks - $134K
Sept Ken Daegele - $201K
Oct Steve Whitfield - $108K
Nov Don Hicks - $205K
Top TBR by Month
Jan Steve Tharp - $197K
Feb Steve Tharp - $160K
Mar Chuck Newcity - $110K
Apr Mike Mackey - $166K
May Jeff Curtis - $249K
Jun Tom Harvey - $256K
July Jerry Barman - $191K
Aug Jerry Barman - $174K
Sept Chuck Newcity -$102K
Oct Brett Steinheider-$317K
Nov Jerry Barman - $117K
Tour de Pace Sales
Team Performance
The following teams are at
100%+ of their YTD sales
goal:
KC CED-AM
LV CED-New
SCK CED-New
KC PSI
While walking the site, Greg pointed out two fire doors that
were linked improperly. At this same opening, he noticed a
draft that was entering the hall from the docks. He also
walked past a rusting set of hollow metal doors that were in
bad shape. While Greg has not sold the $1,755 worth of
weather seal yet, he has sold a fire drop test, two new rolling
fire doors, a sectional door and operator and a set of entry
doors totaling about $15,000.
No matter how small an opportunity may seem, you never
know what it may grow into if you just make the calla nd look
for additional opportunities.
We were contacted to bid on a difficult project replacing 5
garage doors and enlarging the height of 4 doors. There were
3 other companies bidding on this project. Tom hand delivered
the bid on the day that it was due and reviewed it with the
customer thoroughly. He was told that we were the low bid by
a substantial amount at that time, but one of the bids was not in
yet. Through constant follow up over the next week, Todd
learned that Martin Door actually came in a couple of hundred
dollars lower than we were. The customer chose to go with
Overhead Door because, Martin Door never bothered to follow
up after faxing their bid in. The customer felt more comfortable
going with a company that showed that they really wanted to
do the work and take care of their needs. We were then
awarded a $14,000 job.
Resi Sales Team Contest
1 st KC
2 nd SCK
3 rd Stl
4 th Spgd
5 th Atl
6 th Ank
Resi Olympics Standings
High Profit
1 st John Huddleston
2 nd Phillip Steckbauer
3 rd Robert Southwood
High Revenue
1 st Dick Neuhalfen
2 nd Craig Snyder
3 rd John Huddleston

Stories from the Home Front
It Pays to Read Paul Williams & Storm Chasing
Ryan Glendenning
Tom Johnson
Paul Williams, an Atlanta Residential
service tech brought in a newspaper article
about a new development south of Atlanta
that was going to be featured in the
Southern Living Idea House for 2010. The
article was passed on to sales rep Tom
Johnson, who contacted the builder, set an
appointment and met with the architect and
builder. He sold the project consisting of
150 custom wood carriage house doors
and high-end operators. The total sale
should be about $250,000.
While running a lead in a neighborhood ravaged
by storms, it was easy to see from a quick drive
through that most of the doors had sustained
some form of damage. It was a late evening
appointment and ended the way you want all late
appointments to, with a sale. The next morning
Ryan attached copies of the Tax Credit info to the
bottom of our door hangers and went back to the
same neighborhood. In approx 2hours he was
able to place door hangers on every home in the
neighborhood. One person approached Ryan
about a bid while I was hanging them (they
bought). 3 more called him that week and had him
back to bid jobs and we sold 2 of those. The offer
is great for the customer’s, most are taking down
Never Give Up
Dick Neuhalfen an old non-insulated door and replacing it with a
new 194. At the end of the year they get 30% of
A long time Ankmar customer recently
started using a competitor due to pricing.
Dick Neuhalfen kept his foot in the door
from past relationships and was given an
opportunity to bid on a project for 12 five -
their product cost back and the replacement is
paid for by the insurance company. Ryan says he
would definitely recommend this approach to
anyone looking to get an extra push in remodel
business!
plexes, using the Manor House select
product. Dick and Greg Mott worked
together on pricing and product and were
FaceBook Lead
Ed Forsyth
able to get the job. The project should be
around $80,000 and installation should
begin next month.
Ed received an e-mail from a facebook friend who
clicked the OHD website link from Ed’s page. The
customer didn’t realize we service/install all types
of doors. The “friend” was a previous customer
and they were trying to decide if they wanted
“another unfinished project and do it our self” or if
they wanted to hire it out. Ed quickly responded
and walked away from the appointment with an
order for 2 Gerkin storm doors, totaling $1300
order. Not bad for a no cost lead!
A Perfect “6”
H e r e ’s w ha t j us t a fe w c us t om e r s
h a v e s a i d a f t e r g iv in g us as a t o p
r a t i n g o f 6 o n th e Cu s t o m e r
S a t is f ac t io n S u r v e y …
“I just wanted to say how pleased I was with
every aspect of your service today. I was
very excited to call for a repair and get
service in the same day. Also, Bill M., the
service tech could not have been nicer or
more professional. I just wanted to say that I
was very pleased from start to finish. Thank
you so much!”
Kudos to St Louis Team!!
“We’ve recommended to OHD Co to many
friends who have been extremely satisfied.
We are very dedicated to Overhead Door.
*All your technicians are knowledgeable,
professional and very courteous. Our thanks
to them and the phone reception staff and
service dept also. ”
“Your service is unbeatable!!”
Kudos to the St Louis team!!
Kudos to Brian Hine in Atlanta!!
“I just wanted to let management know what a
great job Chad did yesterday. Not only is he a
real pro, but he's a nice person who provided
great customer service. I have been using
Overhead Doors of Atlanta for years and you
guys are the best. You are lucky to have
people like Clay and Chad on your team.”
Kudos to Chad Hendricks
& Clay Farlow in Atlanta!!
“Your technician Jay was great. He did
everything he could to get our existing motor
fixed, but didn't have a necessary critical part
on his truck. He thoroughly serviced the door,
tightening bolts, checking the travel,
lubricating everything. He was friendly,
courteous and obviously knew what he was
doing. He scheduled the follow-up for the next
day to get the motor replaced and even
though it was late, it was obvious he was
there to take care of whatever he could. The
technician that came the next day was also
great, swapping out the old motor/rail,
installing a new keypad, and like Jay, making
sure everything was working properly before
he left.”
Kudos to Jay Haynes in Atlanta!!