At Your ervice - Nexstar...

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At Your Service

Business Valuation And Acquisition Pricing

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Nexstar 2013 Marketing Collection Review

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What’s Important?

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“At Your Service” is a magazine from Nexstar® Network to its members.3rd issue of 2013 – issue 41.

FEATURED CONTENT INSIDE

Mike Cottle,Owner

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GET YOUR FEET ON THE GROUNDAnd Get MovingAnd Get MovingAnd Get Moving

2 | At Your Service Magazine | December 2013 | 1-800-618-9972 3

At Your Service® is a publication of Nexstar®, Inc. issued three times yearly to its member companies. Advertising is limited to Nexstar Strategic Partners™. Nexstar reserves the right to reject advertising materials it feels may mislead or misinform our members. Written permission from Nexstar is required to reproduce any part of this publication.

© Copyright 2013, Nexstar®, Inc. All rights reserved. Printed in USA.

Feature Articles Get Your Feet On The Ground And Get Moving.................................................................4

Nexstar 2013 Marketing Collection Review ....................................................................14

What’s Important? ..........................................................................................................30

Prepare For Meetings To Maximize Engagement And Results From Technicians .............34

Use A Symbol Of Change To Focus On Positive New Directions ......................................36

Super Meeting 2013 Recap ............................................................................................38

Business Valuation And Acquistion Pricing .....................................................................44

Departments Strategic Partner News ...................................................................................................12

A Word From The Nexstar President And CEO .................................................................20

On The Horizon – Calendar Of Upcoming Events ............................................................24

New Member Welcome ..................................................................................................28

Nexstar Legacy Foundation ............................................................................................42

Nexstar Family Spotlight ........................................................................................48 & 50

C O N T E N T S

Nexstar®, Inc. 125 Little Canada Road West, Suite 200 Little Canada, MN 55117

Phone: (888) 609-5490 (651) 426-2000

Website: www.NexstarNetwork.com

Editor: Susan Whitten Marketing Manager [email protected] Direct dial: ( 651) 789-8570

Advertising: Susan Tigner Strategic Partner Manager [email protected] Direct dial: (651) 789-8522

Janet Wopinski Strategic Partner Assistant Manager [email protected] Direct dial: (651) 789-8524

A Callout For Content!Susan Whitten At Your Service Editor Nexstar Marketing Manager

Nexstar members rise above the competition through education and sharing. The goal of At Your Service is to share your unique stories

with other members to inform, entertain and inspire. It’s this sharing that moves our businesses forward faster than what each of us can accomplish on our own.

Do you have a suggestion for a story?

It could be something you are doing in your business. It could be something a peer sug-gested that changed your business results. It could be some information you took away from a Nexstar coach, webinar or training. Please reach out to me with suggestions on what you would like to read about in At Your Service Magazine.

Email me at: [email protected]

Call me at: (651) 789-8570

To learn more on how Barnett’s innovative services and programs can make your contracting business more profitable, please call 1-800-288-2000 or visit www.ebarnett.com.

Haven’t Tried Barnett Yet?

Take Control Today.

Maybe It’s Time.

Discover why Barnett is the supplier of choice for successful contractors nationwide.

From supplies to service, Barnett has nearly everything to meet the Service Contractor’s inventory needs. As a Nexstar Strategic Partner for nearly a decade, Barnett is committed to not only providing you with the right products for your Plumbing, Heating and Electrical Business, but also offering business solutions to help maximize your profit potential. From rebate offers to customized inventory solutions, Barnett has everything you need to drive sales and increase profitability.

· Quality Products from World Class Manufacturers · Wide Selection of Exclusive Brands · The Right Solutions: Pre-Positioned Inventory, Vendor Managed Inventory or Truck Stock Replenishment· Bin Labels, Custom Catalogs and Other Marketing Tools · eShowroom to Showcase Products to Your Customers· Nexstar Rebate & Double Dip Rebates· Fast Delivery

Stephanie Streck SchiappaNational Account Manager

Cover photo credit: The NEWS, January 28, 2013. Joshua Sudock Photography.

www.NexstarNetwork.com

mailto:[email protected]





By Susan Whitten, Nexstar® Network Marketing Manager and Editor

Ever wonder what drives people to suc-ceed? For some it’s purely monetary. For some it’s notoriety. For others it’s just to prove they can. Then there are those folks who get up every morning and seek out the challenges of the day. They welcome each one of them; use them as fuel for their internal fire; and become hell-bent on destroying them. Succeeding where others might fail, sometimes just by purely willing it to be. One of these extraordinary people is Mike Cottle, owner of Cole Services in Los Angeles, California.

I caught up with Mike on a Thursday morning. He had just finished breakfast with his 16 year-old-son, and was on his way to a management candidate inter-view. He also looked forward to preparing to host a charity dinner that evening in his community. We reflected on his day, and how different this Thursday would be from the Thursdays he remembered when he first owned Cole Services. Those early days as a business owner; struggling to define his business, his goals while at the same time establishing his own core values and defining himself before his 30th birthday.

But to get the full picture of Mike and the grit and determination that drives his success, we’ll reflect back a little further.

A Better Way

Mike’s entrepreneurial spirit showed itself when he was a young boy. Living at the time with just his mom, Mike had a modest childhood. He had food and clothing, but he wasn’t exposed to what else was out there. He fondly remembers time he spent as a young boy with his uncle, who happened to be a plumbing contractor. “I saw this man, who not only provided a comfortable life for his wife and three daughters, but actually spent dedicated time with them. Then, he even had the time and means to help others in his community. He would volunteer for the Boys and Girls Club and do what he could for other families, including me and my mom. I wanted to be like that when I grew up.”

From his uncle, Mike learned many of the core values that drive him today. That hard work was key to being successful at a job and in life as a husband and a father. His uncle would leave in the early morning and not return to his family until late at night, often dirty from crawling under houses. “Even though we didn’t see him often, he had a big impact on a little boy who was 7, 8 and 9 years old,” Mike added. “I saw first-hand how if I worked hard, I could change my life and achieve the life I dreamed of.”

Mike channeled much of his drive through organized sports. He was a com-petitive high school athlete and was suc-cessful in everything in which he partici-pated. “Those were two defining moments in my life,” Mike remembers, “both the influence from my uncle and the influence of organized sports. Knowing that if you work hard, then success will come your way. Plus, through sports, I learned that success (or lack of it) is a team effort too, like in business.”

“I was never afraid to roll up my sleeves and work hard,” Mike says. Mike left home when he was 16-years-old. After high school, he went to trade school at night to become a plumber while working at a full-time job during the day. At times, he would put in 14-16 hours a day and often work weekends to support himself. Mike explains, “You have to figure out how to survive. It was just part of my nature, my DNA, that I’d better figure out a way to survive or I was going to be a statistic somewhere doing something else.”

Early Days In New Construction

After completing trade school, Mike started in the service and repair industry. After nearly three years doing that, he moved into new construction. He got his contracting license when he was 22 and continued to learn the craft until starting his own business at the age of 23.

During his time in new construction, Mike learned some hard lessons. These challenges ranged from failed business partnerships to the impact of the economic recession of the early 1990s. “I always wanted to be in business for myself. There

had to be a better way. New construction is very rough and gruff. People treat each other differently there. It’s not a profes-sional type atmosphere. Maybe service and repair is a better business model.”

Even with that thought, Mike contin-ued in new construction on his own. He had one truck, including equipment and tools, and picked up enough work to keep going and be successful with it. He was well known with interior designers and kitchen and bath warehouses that would refer him when a homeowner would come in to buy a faucet or sink. “I did most of the work with a small crew. I did all of the office work myself, so there was no clerical overhead. I was doing about 15-18% net profit in new construction. It wasn’t high volume, but it was good money.”

Despite his success on his own in new construction, Mike continued to seek out a better business model, and kept coming back to the service and repair business. In 1995, Mike started looking to acquire a service and repair business. He found a company in Orange County, called Cole Services. Mike had good dialogue with the owner, and made an offer. Then everything stopped. Until the call came that the owner had sold Cole Services to somebody else.

Mike found another business for sale, a plumbing franchise in San Diego. Although two hours away from where he lived, Mike saw the potential to build out the four licenses in that market, as well as benefit from the instant business structure he would receive from corporate. He made an offer.

At the same time, Mike, with his never-ending search for knowledge, had attended a three-day event at a San Diego based C-2000 plumbing business. The owner opened his shop to show his best practices on how to dispatch, manage the company, and run the call center. Included in this visit was the concept of flat rate pricing. Coming from new construction, flat rate pricing was a new concept to Mike. “There were 30-40 people from all over the country, wanting to see how he’d been successful. Behind the smoke and mirrors it was impressive,” Mike says.

Nexstar Member Feature

Story Continues On Page 6

GET YOUR FEET ON THE GROUNDAnd Get MovingAnd Get MovingAnd Get Moving




“The owner, general manager, call center manager, and service manager all wore a shirt and tie. They were there to do business. They were focused on delivering customer service, selling a product and the service, and producing a profit. Holy crap, this is what I’d been looking for.”

“That really fueled my fire and got my juices flowing,” Mike adds. It was clear from here on that for Mike, service and repair was the better business, and he made up his mind to be in that business.

“I had all this floating around in my head. Cole had just said no. I had a fran-chise deal on the table. I’d just come off this seminar where I’d seen the service and repair business like I’d never seen be-fore and I said to myself, ‘I can do this!’” Thinking he had a plan, Mike prepared to board a plane to Italy with his wife, Lilia, for the first vacation he’d ever taken.

Not so fast. Before Mike boarded the plane, the owner from Cole called and had taken back the company. He had made a mistake and wanted to sell the company to Mike if he was still inter-ested. “Holy crap.” He withdrew his franchise offer, enjoyed his first vacation ever, and on February 3, 1996 became the owner of Cole Services.

Beating The Odds In Service And Repair

After taking the reins at Cole, Mike was eager to get started. His new construction plumbers started wearing

uniforms, he was charging a flat rate price for service calls, the business was growing. It was an exciting time – until Mike realized that he’d only implemented the business strategies he could see from the surface. “I was paying out more mon-ey to my guys. I was charging more, but my flat rate price didn’t include money to continue to grow the company or to make a profit,” Mike said. “If we didn’t have enough revenue I would jump in the truck and go sell something. Or, it was always my family sacrificing when I didn’t cash a paycheck to make sure my suppliers and my guys were paid. Every-body else got paid except for me.” The company’s revenue grew from $225,000 in that first year to $1 million, but that revenue growth was costing money.

During that first year, Mike saw most of the staff from Cole part ways. “Our philosophies of how we did business, what we wanted it to look like and how they had been doing business were completely opposite. Within the first six months, pretty much everyone was gone.”

Mike also discovered the business fleet was in poor shape, and he invested heavily to fix the vehicles. “If you were an odds maker in Vegas, that should have buried me right there. The four or five trucks we had were just bubble gum and aluminum foil stuck together. The repair costs started eating into my credit line and a second mortgage on my home. I had dug myself a hole, but I just kept

going to work every day and working hard, and telling myself this was going to turn around. I was going to make a dif-ference, it was going to happen. Look at me, I was growing… I was growing, but it was costing me money.”

Mike realized his services weren’t priced right. He wasn’t training his people correctly. He had no tools or resources. He began to realize that hard work alone doesn’t always lead to suc-cess, but that you need to have a strategy and an understanding of the costs of doing business every day: insurance, workers’ comp, fuel, vehicle repairs.

Mike also realized that his personal sacrifices were taking a toll on his family and his ability to provide them with the future he promised. He was always work-ing, and missing irreplaceable time with his wife, son and daughter. His constant tapping into their personal assets also put their stability at risk. He had com-mitted to providing opportunities for his family so many years ago, and he wasn’t going to back down.

Confident there was a better way to run his business, Mike tapped one of his strongest core values, his unquenchable thirst for knowledge. He’s constantly looking for how to learn and was deter-mined to succeed. In 2000, Mike joined a business association to improve his pricing strategies and business decision making tools, but it still didn’t provide the level of detail Mike was seeking. After two or three years, Mike left that

“...hard work alone doesn’t always lead to success, you need to have a strategy and an understanding of the costs of doing business...”


organization as they had changed direction.

Mike continued to ask the hard ques-tions – the questions where the answers create work or take effort. How could this be done better? How could it be more ef-ficient? How could we save money?

He hired a business coach for a year and a half, then another business coach for a little while. Then he attended the 2006 Nexstar Super Meeting in Denver as a VIP. After talking to other Nexstar mem-bers, Mike knew he was already going to join, but he wanted to hear the offering firsthand. “Of course I saw a lot of people I knew from the other organization,” Mike laughs. “It felt kind of like a homecoming to me, and it made sense at that particular point in time in my career to join another organization.”

Implementinig Nexstar

Mike hesitated a bit on jumping in head first with Nexstar his first year as a mem-ber. “That was the first time I had ever not jumped in at 110 percent. Looking back, it was probably a smart decision in some aspects, and in some aspects it wasn’t. It’s just going to take me a little bit longer to

get to the finish line for what my vision is today,” Mike adds.

After seven years in Nexstar, Mike demonstrated his commitment with an investment in a Golden Passport for a year of unlimited Nexstar training which was auctioned at the Legacy Foundation din-ner at the 2013 Nexstar Super Meeting. Mike explains, “I believe it really makes a statement for Cole Services of who we are, what we believe in, and WHO we be-lieve in. We believe in our people. We be-lieve in our clients, and providing the best possible service out there. And we believe in Nexstar as the vehicle to promote suc-cess within our organization.” Mike goes on to say, “We can bring people into the organization and never train them, or we can bring people into our organization and train them, then continue to build the relationship and be successful for years and years.”

The Golden Passport is only one piece of Mike’s training budget of $140,000 for the year, which he is confident he has fully depleted for the year. “I feel that we just got a lot better that day in every aspect of the business, from the call center, to

dispatch, to accounting, management, owner, managers, supervisors, train the trainer, we’ve pretty much locked down items that we can take advantage of through the year.”

Mike has advice for newer Nexstar members, “It’s very new, it’s very exciting, there’s a lot of good information, and you kind of become a rock star. You get to travel, and you’re meeting all these cool people, so you sign up for trainings and events. If you’re a smaller company, make sure you have the foundation set up for who is running the business when you’re out. I called up my coach, Jack Tester at the time, and we looked at the calendar together selecting which events made sense for me.”

Not Looking Back

Now Mike is able to look at the broader picture of his business. He can anticipate expenses, and account for them in his sell-ing price. He also realizes how important it is to have the right team in place. “My failures and successes in business have many times been because of who has been on my team. I am fortunate at Cole Services that we have an outstanding



hi.callsource.com877.696.8484

MARKETINGROI

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Mike Cottle is committed to training across every aspect of the business, from the call center, to dispatch, to accounting, management, owner, managers and supervisors.

Photo credit: The NEWS, January 28, 2013. Joshua Sudock Photography.



team. I may set the course, but they are certainly the ones making the machine run.”

Mike has a trusted right-hand man. Marco Martinez is Cole Services’ general manager. Marco is a Nexstar Certified General Manager and has worked for Mike three different times – his first position was working part-time in the shop and at the parts counter. “Obviously, both of us and our relationship have come a long way over the years,” Mike says lightheartedly. “So Marco and I make up the Cole executive leadership team.”

In addition to Mike and Marco, key staff from the field, office, finance, call center and dispatch meet daily to discuss the day-to-day operations of Cole Services, including Adam Perstac; Jackie Jimenez; Michael Block; Rupa Lusky; Paul Buono; Dixie Diaz; and Kayla Kuvakas. Mike continues to build out his leadership team, with plans to add a controller and a sales manager this coming

year. Cole Services currently has 73 employees on its team and continues to grow.

Mike continues to reach out to the many resources he’s found counsel with for his major business decisions. “I’m in constant contact with Jodi Peter, my business coach. She’s a free resource to me through Nexstar, so I’m one of those members calling her for 80% of my decisions. Some of the decisions I’m making are for the next 10 years, and what we’re trying to accomplish at Cole Services.”

And just what is that 10 year goal? Mike experienced a defin-ing moment at the 2010 Nexstar Super Meeting in Austin. He listened to a presentation with FH Furr, Williams Comfort Air, and Horizon Services. Mike sat in that audience and realized they were no different than him, and that he could achieve the same success. Then, a few months after that meeting, Mike was talk-ing with Dave Geiger from Horizon Services. “Dave looked me square in the eye and told me there was absolutely no reason that I couldn’t be a $100 million business in my market. I had always thought the potential for significant growth was there,

“We believe in our people. We believe in our clients, and providing the best possible service out there. And we believe in Nexstar...”

– Mike Cottle, Owner

Cole Services Profile

but it wasn’t until Dave legitimized my opportunity, that I was inspired to make a plan.”

Mike set a goal, a big goal. He pre-sented that big goal to his Cole Services team and they were as excited as Mike. They quickly created the plan for what that growth would look like for their shop. “Before that, my business floated around $4 million for around four or five years. I just needed some clarity and direction and I knew my team could execute.”

Cole Services is on pace to reach $12.2 million this year, and has budgeted rev-enue of $14.6 million for next year. “My ultimate goal is that on or before 2022, we’ll be a $100 million company.” That ambitious goal will require a 23 to 25% revenue growth every year, but Mike is confident it is attainable.

Cole Services’ biggest hurdle to hitting this big goal is their ability to expand the team with the right people and put them in the right positions, with the right training. “I rely heavily on Nexstar to

help me train my people and I rely on my people to run the business. I am not in the plumbing and heating business anymore, I am in the people development business – and I’m trying to develop people for a lifetime.”

Achieving this big goal means Mike and Cole Services will be able to truly change the lives of employees and their families, as well as their customers and community. Cole Services currently donates $1,000 a month to charitable organizations nominated by their own customers. They expect to expand their support to many groups in their neighborhoods.

Get Your Feet On The Ground And Get Going

Mike continues to look for the next goal or challenge. He remains a competi-tive athlete, participating in extreme ob-stacle races, and is a self-admitted adren-alin junkie. These events help Mike to spend time with his family. He and Lilia, along with son Shayne, 17, and daughter

Chloe, 13, are actively involved in hik-ing, camping and many other outdoor adventures. “I wasn’t around as much as I wanted when the kids were younger, so I make every attempt to spend time with them now before they become adults and seek out their own way,” reflects Mike.

Mike continues to seize each moment, “You have a choice every day. The alarm clock goes off and you can hit the snooze button, or you can jump out of bed, get your feet on the ground and get going. Everybody has the ability, but do they have the will?”

“I try to stay focused. Life is full

of distractions so I try to keep my

life as simple as possible, but I’m

clear on what I want and hell-bent

on getting it.”

Name: .................................Cole Services • www.cole-services.com

Owner: .................................Mike Cottle

Market location: ...................Garden Grove, California

Trade area: ..........................40 miles

Company founded: ...............1996

Joined Nexstar: ....................October 2006

Current revenue: ..................$12 million

Business mix: .......................50% Residential Plumbing; 50% Residential HVAC

Number of employees: .........73

Number of trucks: ................45

Photo credit: The NEWS, January 28, 2013.Joshua Sudock Photography.


Strategic Partner News

By Susan Tigner, Nexstar Strategic Partner Manager and Stephanie Streck Schiappa, Barnett National Account Manager

Managing your inventory is an essential part of your residential service and replace-ment business; from selecting the right products, to inventory replenishment of your service trucks and everything in between. These decisions play an important role in the profitability of your business, and the right decisions can maximize your growth potential and take your business to the next level. For the past 55 years, Barnett has been commit-ted to serving the professional contractor, and has, more specifically, supported the growth of Nexstar members as a strategic partner since 2004. As a national distributor of more than 50,000 plumbing, electrical and HVAC products, Barnett’s team understands the complexity of inventory and how it relates to your bottom line. Each year, we continue to bring you new and innovative products, solu-tions and services that decrease your costs and increase your productivity.

The Foundation

A truck stock replenishment list is the foun-dation to a successful inventory replenish-ment system. We cannot measure profitability if we are unable to define our needs and ex-pectations as it relates to inventory. Further-more, as the needs and wants of your custom-

ers evolve based on new legislation, design trends or newly launched innovative products, so will the specifics of your inventory.

• Are you ready for the lead-free law effective January 2014?

• Are you aware of design trends with vanity styles and faucet finishes?

• Do you carry new innovative, environment-friendly products that your customers see on TV?

Whether you choose products from world-class manufacturers or exclusive brand prod-ucts that cannot be shopped by your custom-ers at “Big Box” stores, Barnett distributes durable and innovative products that you can install with confidence. As you customize your business and take the first step to successful inventory replenishment, the Barnett team can assist with recommendations for your plumbing, HVAC and electrical service trucks.

Inventory And The Bottom Line

Barnett’s inventory solutions launched almost a decade ago, and many Nexstar members still utilize these solutions today. The method in which inventory is replenished correlates directly to the profitability of a business, affecting technicians, accounting, operations and sales.

Do your goals for 2014 include reduc-ing stops to the supply house, decreasing

inventory on hand and increasing sales calls? Barnett’s inventory solutions can create a customized method to replenish inventory for your unique business, large or small. Each solution is built to improve profitability with reduced inventory costs, decreased inventory shrinkage, savings through product standardization and vendor consolidation, and increased billable hours.

Hundreds of customers, including Nexstar members, are currently using our solutions: Truck Stock Replenishment, Pre-Positioned Inventory, and Vendor Managed Inventory (VMI). We constantly work to enhance these programs so they are even more effective.

• Truck Stock Replenishment allows for just-in-time replenishment at the truck level.

• Pre-Positioned Inventory allows you to carry items in your warehouse for immediate use without the expense.

• Vendor Managed Inventory (VMI) is Barnett’s premier supply chain management program where we manage inventory on-site.

In January 2014, after months of research and development, Barnett will launch a brand new inventory solution to streamline your supply chain: Supplyware SM. This cloud-based solution can be accessed anytime and

Barnett: Taking You Where You Want to Grow

The Strategic Partner Program Is DeliveringHealthy Returns To Nexstar Members

In 2013, 98% of Nexstar members on average used more than 6 partners to benefit their businesses. Call us to learn how you can too, 651-789-8500.

Right: Susan Tigner Strategic Partner Manager

Left: Janet Wopinski Strategic Partner Assistant Manager

Reach out to the strategic partner team with your questions!Email: [email protected] • Phone: 651-789-8500

STRATEGIC PARTNERS Revenue Generating Researched Responsive

Get Latest News, Updates And Webinars At The Strategic Partner Web Page

Learn the latest on how to maximize your use of Nexstar Strategic Partners and get tips and advice about the latest industry trends from our partners that are at the forefront of innovation and change in all areas of the residential services business.

anywhere via the internet providing extreme flexibility, availability, scalability, security and convenience. Unlike inventory solu-tions offered before, Supplyware requires no software installation and can be used with smartphones or tablets, which makes this solution fully accessible to all Nexstar members. Barnett’s Supply Chain Support Team will work one-on-one with you to en-sure implementation of your Supplyware program runs smoothly.

Product Promotion

Barnett understands your company’s growth depends on using the right business tools; therefore, we also provide resources to further your success. Increase the profitability of your business by streamlining everyday tasks with our marketing tools. Nexstar members have access to custom-tailored

promotional templates and operational tools like custom catalogs for your technicians, bin labels for your shop, electronic invoicing and real-time account information on our website.

In September 2013, we launched Barnett’s eShowroom which enables you to build an online showroom, allowing custom-ers to see more product options you can provide, utilizing Barnett’s images and copy. We continue to see an increased consumer interest in online research and shopping; and online retail sales are expected to increase at a faster pace than brick-and-mortar retails sales. eShowroom allows your customers to view a wider product selection without increasing product on your truck or in your stockroom. It’s fast and intuitive and can be linked to your website through a dedicated Barnett URL. Why not bring your showroom

to your customers’ homes? Technicians can display eShowroom on a tablet during sales calls to show homeowners an expand-ed product offering, including an installed price and company logo.

Inventory can be overwhelming and managing it can be even more tedious, that’s why Barnett is committed to providing nearly everything you need to drive sales and increase productivity. Our vast product selec-tion, unique inventory solutions and custom-ized tools keep your professional contracting business in a position to grow profitably.

Advancements in technology allow Barnett to continue to lead the industry in customized inventory solutions.

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C: 0 M: 28 Y: 76 K: 0 R: 253 G: 190 B: 87 WEB: #fdbe56

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C: 0 M: 9 Y: 47 K: 23 R: 205 G: 185 B: 126WEB: #cdb97e

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Nexstar 2013 Marketing Collection Review

Marketing Feature

By Ed Cerier, Nexstar Marketing Strategist & Susan Kimball, Nexstar Marketing Coach

Every year since 2007, Nexstar has worked diligently to develop ads and marketing pieces for your exclusive use. These marketing materials are available for you to customize and use to keep those calls coming in.

Here are some of the highlights from the 2013 collection.

REFERRAL PROGRAM

Nexstar’s referral program is modeled on a hugely successful member program, which has brought in over $360,000 since 2009. Our program contains three pieces. First, there’s an envelope with impactful messaging and imagery designed to draw customers’ attention and motivate them to open it. Inside there’s a card with a magnet on the back, so that it will stay in front of consumers. On the front there’s a fun image and four referral gift cards, which explains that your company will pay cash to customers for referrals, and discounts to newly referred customers. Finally, there’s a flyer that let’s your staff and their spouses and partners in on the fun.

POST-IT STICKER MAILER

Most consumers don’t need your company’s services often, but when they do, if your company’s name and contact information is in front of consumers you’ll have a distinct advantage. This year we created a brand new piece to help with this – a sticky note mailer. Sticky notes (commonly known by the brand name Post-It Notes) are a fantastic invention. They stick to just about any surface, including stainless steel refrigerators. We put the sticky note itself on the front of the mailer and copy on the back that tells consumers exactly what you want them to do: “Keep us top of mind, front of the fridge, inside the cabinet – anywhere you can find us when needed.”

A HOMEOWNER’S BEST FRIEND

We created an exciting new branding campaign that focuses on the excellence of your brands. It’s called “A Homeowner’s Best Friend.” There are four television and radio commercials and a billboard. This campaign features a dog and child, which will entice consumers to watch these spots over and over.

EMAIL VIDEOS

Getting consumers to read email marketing mes-sages is getting harder and harder. Forester Research reports that by next year, the average consumer will receive 9,000 email marketing messages a year. You do have one thing that consumers will welcome, though: information. This year we’ve created email marketing messages for your use in the form of tips, directions and reminders. We’ve amped up this program by delivering this information via email videos. There are two videos for each trade that can be customized with your logo, contact info and more.

A Homeowner’s Best Friend

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www.YourSite.com

FACELIFTS

We’ve updated some of our tried-and-true postcards, including two new versions of “Fur Fur Furnace.” Both of these new cards have the effective “Order Early, Save More” offers on the back.

We’ve also updated our popular “Honey Do” postcards with a fun new image on the front. These cards are available for plumbing and electrical.

ABC Company1234 Plumbing DriveYour Town, ST 12345

PRESORTEDSTANDARD

U.S. POSTAGE PAIDPERMIT HOLDER

JOHN Q. CUSTOMER12345 ORDERMORE DRIVEYOUR TOWN, MN 12345

This little sticky note will help you out of

a sticky situation

ABC CompanyPLUMBING • HEATING • COOLING • ELECTRICAL

1-800-123-4567www.YourSite.com

Valid on any service we offer. Not valid with any other offers or discounts.

SAVE THIS COUPON

$XX OFF

Need Help WithPlumbing, Heating,

Air Or Electrical?

Save it for when you need fast, reliable service for your home!

Peel Off This Sticky NotePeel Off This Sticky NotePeel Off This Sticky Note

Keep Us Top Of Mind, Front Of The Fridge, Inside The

Cabinet – Anywhere You Can Find Us When Needed

Someday you’ll have a plumbing, heating, air or electrical problem and you’ll

want fast, reliable service. You’ll want a company that adheres to best

practices, sticks with the repair until it’s done right and stands by everything

they do. You’ll want ABC Company.

ABC Company



All Repairs, Upgrades & Installations

Plumbing • Heating • Air Conditioning • Electrical • Drains & Sewers • Water Heaters • And More

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• A live, friendly person will answer your call

• Appointments scheduled at your convenience

• We diagnose your situation and give you options

• No-surprises pricing – we price by the job, not by the hour

• We use work mats, shoe covers and do a thorough cleanup

• You get a written guarantee

• Follow-up phone call to assure you’re completely happy

and while you’re warm and toasty now, you’ll soon be chilled to the bone – especially if your furnace goes belly-up mid-winter.

Call us now for a complete home heating inspection and tune-up. An inspection ensures your equipment is operating safely and not leaking dangerous carbon monoxide into your home. Preventive maintenance also saves money by maximizing efficiency and minimizing costly breakdowns.

Comfort, Safety, Savings – Now that’s something to wag your tail about.


Order Early. Save More.Contact Us By Sept. 28th

Furnace precision tune-up, regularly...$XX.XX

Less 40% by Sept. 28th ............ -$XX.XX

YOUR COST...................................$XX.XX

Contact Us By Oct. 12thFurnace precision tune-up, regularly...$XX.XX

Less 30% by Oct. 12th.............. -$XX.XX

YOUR COST...................................$XX.XX

Contact Us By Oct. 24thFurnace precision tune-up, regularly...$XX.XX

Less 20% by Oct. 24th .............. -$XX.XX

YOUR COST...................................$XX.XX

CALL TODAYSchedule A Tune-Up

The dog days of summer are fading, ABC CompanyPLUMBING • HEATING • COOLING • ELECTRICAL

© Copyright 20013 Nexstar®, Inc. All rights reserved.

John Q. Customer1234 Tuneup WayMytown, MN 55113

PRESORTEDSTANDARD

U.S. POSTAGE PAIDPERMIT HOLDER NAME

ABC Company1234 Furnace DriveYour Town, ST 12345

Don’t Forget ToTune-Up The

Fur-Fur-Furnace

John Q. Customer1234 Tuneup WayMytown, MN 55113

PRESORTEDSTANDARD

U.S. POSTAGE PAIDPERMIT HOLDER NAME

Prevent Your Furnace From Going On The

CALL FOR A TUNE-UP TODAY!

ABC Company1234 Furnace DriveYour Town, ST 12345



Marketing Feature

TRADE SPECIFIC DIRECT MAILERS

We created a new HVAC off-season campaign that features a cute illustra-tion of Albert Einstein, the poster child of brilliance, who tells consumers that buying during the off season is just the smart thing to do. This campaign is avail-able as postcards, billboards, newspaper ads and newspaper stickers.

A few years ago, we created a piece to help plumbing technicians promote water heater checks when they’re in consumers’ homes. A few members turned this piece into a mailer and made a combined $40,000. So we followed their lead and created two postcards. The first is straight-forward – it tells consumers “Don’t Get Caught With No Hot.” The second, which is also shown here, is our fun execution.

We created this postcard to help electricians sell panel repairs and upgrades. The card highlights a problem that some people experience with their panels – tripping circuits – and ties that problem to an action. The front of the mailer features a sick panel and poses an intriguing question: “When your electrical circuits trip, it means your electrical panel is talking to you. Do you know what it’s saying?” The back answers that question, “Call an electrician!”


1234 HVAC DriveYour Town, ST 12345


PRESORTEDSTANDARD


The World’s GreatestMinds Agree

NOW is THE BEST TIME to replace your air conditioner!




Be a geniusTake advantage of our brilliant off-season air conditioner pricing.

But you need to hurry, because your smarty-pants friends are

going to act now, which means inventory will sell out quickly. If

your air conditioner is old, is needing repairs or is an energy

guzzler, now is the wise time to act.

Smart companies deliver the best results

No one knows the formula for matching the right air conditioner

for your home better than the bright minds at ABC Heating and

Air Conditioning. We’ll identify your needs, identify the best

equipment and install it correctly. We have the experience and

knowledge to make the whole process smooth, easy and trouble-free.

• Certified installers

• Thorough clean up

• Ten year warranty

• We stand behind

everything we do!

ABC COMPANY

REPORT CARD

Call For A Free In-Home Appointment!

Brainiacs Know

It’s Smart ToBuy Low


1234 HVAC DriveYour Town, ST 12345


PRESORTEDSTANDARD


Take It FromA GeniusNow is THE BEST TIME to replace your furnace!




Brainiacs KnowIt’s Smart To

Buy LowBe a geniusTake advantage of our brilliant off-season furnace pricing. But you need to hurry, because your smarty-pants friends are going to act now, which means inventory will sell out quickly. If your furnace is old, is needing repairs or is an energy guzzler, now is the wise time to act.

Smart companies deliver the best resultsNo one knows the formula for matching the right heating equipment for your home better than the bright minds at ABC Heating and Air Conditioning. We’ll calculate your needs, identify the best equipment and install it correctly. We have the experience and knowledge to make the whole process smooth, easy and trouble-free.

• Certified installers

• Thorough clean up

• Ten year warranty

• We stand behind

everything we do!

ABC COMPANYREPORT CARD

Call For A Free In-Home Appointment!


1234 Electric Drive • Your Town, ST 12345

PRESORTEDSTANDARD


When your electrical circuits trip, it means your electrical panel is talking to you.

Do you know what it’s saying?

ABC Electrical

SNAPSNAP

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ABC Electrical1-800-123-4567

www.YourSite.com

Circuit Breakers Keep People And Your Electrical System Safe!

There’s three reasons a circuit breaker will trip; an overloaded circuit, a short circuit or a ground

fault. The good news is when one of these conditions occurs, breakers typically cut power to

keep things safe. However, if you have breakers that trip frequently you shouldn’t ignore it. Have

the professionals at ABC Electrical inspect your system.

Electrical Diagnosis And Remedy Experts

Your electrical system is complex. ABC’s electricians are specially trained in analysis and testing

to troubleshoot any electrical situation. We have the experience and knowledge to do a thorough

review and will give you a written report and explain our findings.

Make sure your electrical system is healthy. Call us for an examination and

complete report, 1-800-123-4567

Call An Electrician!

Not valid with any other offers or discounts.

SAVE $XXOn Any Service We Provide

Panels • Wiring • Outlets • Lighting • Whole House Generators • Surge Suppression • Ground & Arc Fault Protection

All Repairs, Upgrades & Installations

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IMPORTANT REASONSto have your water heater inspected each year

Check the condition of the anode rod The anode rod protects your water heater tank and other components from rusting. Replacing corroded anode rods can significantly extend the life of your water heater.

Check for proper flame and gas venting (gas models)

Dangerous carbon monoxide can build up in your home, making your family ill. It can even be lethal.

Check the condition of the heating element (electric models)

Elements with calcium buildup or that are damaged or corroded use excessive electricity.

Check the pressure relief valve’s operation

Over pressurized tanks can rupture or explode.

2

3

4

5

Inspection Item Why We Do ItInspect the tank for accumulated sediment Sediment decreases efficiency and can

clog water lines.1

Check thermostat Thermostats are important for energy efficiency and they protect your family from the danger of scalding water.

6

*Water heater inspection offer not validwith any other offers. Expires XX-XX-XXXX.

Gas Water Heater

Electric Water Heater

1

1

2 2

3

4

4

5

5

66

6

$XXOnlyOnly




PRESORTEDSTANDARDU.S. POSTAGE PAIDPERMIT HOLDER

1234 Plumbing DriveYour Town, ST 12345


Don’t Get CaughtWith No HOTManufacturers recommend water heater inspections to prevent surprise

breakdowns and prolong the life of your equipment

JOHN Q. CUSTOMER

12345 ORDERMORE DRIVE

YOUR TOWN, MN 12345

PRESORTEDSTANDARD

U.S. POSTAGE PAID

PERMIT HOLDER

Make Sure Everything’s

With Your Water HeaterJust DuckyJust DuckyJust Ducky

1234 Plumbing Drive

Your Town, ST 12345




THE 40-Minute Cure!Is Your Crew Installing And Curing Liners In 40-Minutes?

If you’re not, it’s time to become more

profitable with Perma-Liner’s

cutting edge technology.

PErMa-LaTEraL™ LiningThe #1 selling small

diameter pipe lining system in North America!

Exclusive Distributor for north america

1-866-336-2568 Toll Free 1-727-507-9749 int’l www.perma-liner.com

Marketing Support ProgramsRe-Training Support ClassesCertification Training Classes24/7 Technical SupportLead Generation ProgramExclusive Patented Technology

Sales & Service

Supp

lies:

We

Prov

ide:

Call Today For Your Cure.We’ve created a lot of new marketing deliverables for you this yearWhen you add this to the total number of ad campaigns and marketing pieces we’ve created since we first

began producing work in 2007, Nexstar now offers more than 200 ad campaigns, marketing pieces, marketing kits and so on. You can find them all in the marketing catalog on the member website.

GIFT CARD MAILERS

A Nexstar member has been mailing gift cards since 2004; to date, the revenue linked to these cards is over $4,200,000! As soon as we heard about this we created gift cards for your use, and over the years we’ve recommended that members mail them to customers. This year we took this one step further by creating two Gift Card Mailers that put the spotlight on the gift cards.

We’ve created a campaign to help all trades generate calls from consumers who own older homes; there’s a new generator campaign (see image at left); there’s a new door hanger designed to generate lots of calls for just about any company; and more.

Do Power OutagesLeave You Steaming Mad?Do Power OutagesLeave You Steaming Mad?

WE CAN FIX THAT!

Eliminate the uncertainty and stress of power outages with a generator

• They automatically power on and off

• Today's generators are quieter than ever

• They can power your whole home

Relax, we’ve got your backup power solution

No one knows the formula for matching the right whole house generator for your home better

than the bright minds at ABC Electrical. We’ll calculate your needs, recommend the best

equipment and install it correctly. We have the experience and knowledge to make the whole

process smooth, easy and trouble-free.

Blow off that steam...forever

With a whole house generator



ABC ElectricalNever be without power again. Call today!

FREE In-Home

Consultation And

Proposal

Marketing Feature1-800-123-4567

www.YourSite.comABC CompanyPLUMBING • HEATING • COOLING • ELECTRICAL

Thanks For Your Business

PLUMBING HEATING AIR CONDITIONING & ELECTRICAL

Call ABC Companyat 555-555-5555

www.abc.com

24/7 Emergency ServiceHeating & A/C Repairs - All Makes and ModelsHeating & A/C Tune Ups and Safety InspectionsHeating & A/C Sales and InstallationAll Plumbing Repairs, Replacements, Installations & UpgradesToilets, Sinks, Showers, Faucets & MoreDrain CleaningSewer Line Cleaning, Repairs & ReplacementWater Heater Repairs, Sales & InstallationAll Electrical Service, Troubleshooting & RepairsInstallation & Repair of Switches, Outlets & DimmersService Panel UpgradesWhole House Surge ProtectionAnd More!

$XX$XX

You must present this card at the time of service to receive discount. Maximumthree cards may be used per transaction. Valid only on purchases more than $XX.

Expires: XX-XX-XXXX©Copyright 2010 Nexstar®, Inc. All rights reserved.

Please accept this gift card as a token of our appreciation.

We look forward to serving you again!

A Gift For You

BUT WAIT…There’s More!

From Nexstar Marketing CoachesNew Marketing CoachWe’ve hired a new marketing coach, Melanie Tauring. Melanie comes to us with

a deep resume of consumer marketing planning and strategy met only by her energy and passion for helping businesses drive their brand message through effective advertising.

Department ReorganizationWith the addition of Melanie, we’ve reorganized the marketing coaching department to best meet members’ marketing needs. Effective January 1st, Susan Kimball, Nexstar’s Internet expert, will be helping all members with their internet marketing needs.

Who’s Your Coach?

Any Internet Marketing NeedAll members should contact Susan Kimball with any Internet marketing question.

Any Marketing Need That’s Not Internet RelatedIf Ed Cerier has been your coach, continue to work with Ed. If Susan Kimball has been your coach, beginning January 1st (or now, if you prefer), please contact Melanie Tauring.

NEWCOACH

EXCITING NEWS

Melanie Tauring Marketing Coach 651-789-8602 [email protected]

Susan Kimball Marketing Coach 651-789-8600 [email protected]

Ed Cerier Marketing Strategist 651-789-8598 [email protected]


JOIN THE CLUB - BECOME A NEXSTAR AMBASSADOR TODAY!

Support Nexstar Network’s vision of improving the lives of contractors and those around them by referring a prospective company for membership in Nexstar.

Do you know a Contractor who hasn’t experienced Nexstar? Make a referral and join Nexstar’s Ambassador Club!

What makes a good prospective member? • Already successful and looking to grow to the next level • Out of the truck and working ON the business • Operating five or more active trucks • An insatiable desire to be the BEST • Offers customers the best service experience possible • Employs and retains the best people

It’s easy to join the club – just make a referralContact Lisa Or David

Lisa Schardt • [email protected] • (651) 789-8550 David Janssen • [email protected] • (651) 789-8556

Or go the member side of www.nexstarnetwork.com and click “Member Services” and select “Submit a Referral”

A Word From The Nexstar President And CEO

By Jack Tester, Nexstar® Network President & CEO

Nostradamus was a 16th century French “seer” who was famous for, among other accomplishments, writing a book called, The Prophecies. Many claim he accurately predicted significant future events, includ-ing World War II, the September 11th attack, and Hurricane Katrina. His name is now synonymous for predicting the future.

So, I am going to give this “seeing” business a try and go on record with my prediction for the business environment in 2014:

Predicting 2014 is easy. Companies with inspired, engaged leadership will have a good year. If a few things break their way they will have a great year. This will be my prediction in 2015 and 2016, as well.

How about that? Predicting the future for Nexstar is easy. Why am I so optimistic? We at Nexstar operate in an amazing industry.

The residential service and replacement market is so large that no one really has a solid figure for how large it really is. Some estimate it is $20 billion just on the HVAC

replacement side and some estimate it is much larger. No one has a legitimate calculation for how large the combined plumbing, HVAC service and electrical service markets are. I have read estimates that plumbing service may be near $9 billion and electrical service is around $4 billion.

So at a minimum, these estimates place our industry well above $30 billion. Then when you add in commercial service or new construction industries, our industry isn’t just large, it’s huge!

Since our industry is also highly frag-mented, the opportunity for significant growth within the industry is even greater.

The residential service and replacement industry is growing. Some estimates track annual growth of as much as 6-7% in recent years – much faster than the 1-2% annual US GDP growth.

Technology is not changing the consumer landscape like it is for many companies. We have yet to see “plug in and go” plumbing, HVAC and electrical systems that homeowners can install and maintain without the aid of a professional.

How would you like to work for Research in Motion (Blackberry) right now? I bet that is great fun.

In our industry, technological advances in piping and HVAC equipment have, if anything, created a higher demand for our services.

We know that industry can be strong and growing, despite being sick here at home. Many unemployed factory workers can attest to that as their jobs have moved to Mexico, China or Vietnam. The work we perform in customers’ homes can’t be out-sourced overseas. It is staying right here in North America. Our abilities and skills are more in demand now that at any time in the history of our industry.

Oh, and I almost forgot this last one. Our industry IS recession resistant. Con-sumers may lock down on discretionary spending when economic conditions are shaky, but so much of what we provide is not truly discretionary. Discretionary purchases are new cars or extensive vacations.

During the recession in 2008-2009, notably the worst recession since the

Written By Jack Tester, Nexstar President and CEO

Sign up today for upcoming training and networking events Nexstar offers, including Service System™ training, business planning workshops, marketing workshops and networking meetings.

Mike Cottle, Cole Services, member since 2006

“I have witnessed for myself the incredible change Nexstar has fostered in my business and my life. I am grateful every day and work to share this gift with other contractors. I am a firm believer in Nexstar and a proud member of the Ambassador Club. Join me in a movement to strengthen our industry one contractor at a time.”

Mike Cottle joined Nexstar in 2006 and within his first year he increased profits by $355,000, cut his debt and doubled his monthly salary. Founded in 1996, Cole Services employs 73 team members, operates 45 trucks and books $12 million in annual revenue in HVAC and plumbing service.

Be a Visionary – Not a Seer: Nostradamus-Tester Speaks



www.nexstarnetwork.com


Great Depression by the way, many con-tractors suffered mightily. The ones that took the brunt of it were focused on new construction. They watched their work and their livelihoods vanish overnight. However, well-run service and replacement contrac-tors may have had to work a little smarter and a little harder – but came through the recession just as healthy if not healthier than when it started.

Predicting the future for Nexstar is easy. Here is the reality for 2014 and every year to follow. A company run by inspired, engaged leadership will find ways to grow and prosper. These leaders will deploy a consistent, quality marketing plan that supports a brand promise consistent and

memorable to customers. They will deploy great training that sticks – training that reinforces behaviors employees need to use in the field and on the phone with custom-ers to build value and earn trust. They will train employees and then consistently fol-low up to ensure behaviors taught are used in the field every single day. These same leaders will insist on across-the-board accountability from everyone – starting with themselves.

We do what we say, every day.

We know our job and we do it to the best of our abilities each day.

Take that Nostradamus.

My Prediction is that if a company executes across these four dimensions they will have a very good 2014.

• Inspired, engaged leadership

• Consistent and memorable marketing

• Great training ….that sticks

• Across-the-board accountability

Be A Visionary, Continued From Page 20

Jim Hamilton, Nexstar Business Coach 651-789-8594 • [email protected]

Ed Cerier, Nexstar Marketing Strategist 651-789-8598 • [email protected]

Susan Kimball, Nexstar Marketing Coach 651-789-8600 • [email protected]

Melanie Tauring, Nexstar Marketing Coach 651-789-8602 • [email protected]

Bill Mattern, Nexstar Business Coach 651-789-8539 • [email protected]

Tom Merriott, Nexstar Call Center Excellence Coach 651-789-8590 • [email protected]

Scott Pearson, Nexstar Coaching Manager 651-789-8596 • [email protected]

Jodi Peter, Nexstar Business Coach 702-331-5712 • [email protected]

Coaches will be sharing successes and tips in each edition of At Your Service – make sure to share with your coach what’s working in your shop!

Share YourSuccess!

Share YourSuccess!

Julian Scadden, Nexstar Training Implementation Specialist 651-789-8612 • [email protected]

Denise Swafford, Nexstar Business Coach 407-483-8509 • [email protected]

Rob Buckley, Nexstar Business Coach 651-789-8502 • [email protected]

A Word From The Nexstar President And CEO


Calendar Of Upcoming Events

On The Horizon

APRIL 2014Nexstar EventsWhat ........................................................................ When ...................................... Where

Service System ................................................................. Apr. 9 – 11 ................................... Washington, DC Call Center School ............................................................ Apr. 9 – 11 ................................... Washington, DC Sewer Sales ...................................................................... Apr. 10 – 11 ................................. Washington, DC Service System Spring Checks .......................................... Apr. 12 ......................................... Washington, DC Must have completed Service System to attend. There is a Service System immediately preceding this class Apr. 9 - 11.Boot Camp ....................................................................... Apr. 23 – 25 ................................. Minneapolis, MN Peer Group: Golden Rule PHC, Inc. ................................... Apr. 30 – May 2 ........................... Grimes, IA (Des Moines metro)

Notable April DatesWhat ....................................................................... When ...................................... ExtraPersonal Income Tax ......................................................... Apr. 15 ......................................... How can you attract customers to spend their refunds with you?Easter Sunday .................................................................. Apr. 20Earth Day ......................................................................... Apr. 22Arbor Day ......................................................................... Apr. 25 ......................................... Help beautify your community and plant some trees!

April Facts:With Earth Day and Arbor Day in the same month, April is the perfect time to talk to customers about how important natural green space is to a community for providing clean air and safe open environments. Why not remind them that having clean air in their homes is just as important? Nexstar offers its Pristine Air products for members looking for quality IAQ products.

FEBRUARY 2014Nexstar EventsWhat ....................................................................When ......................Where

Building Your Dream Team - Spring Workshop #1 ........Feb. 19 – 21 ...............Phoenix, AZ *New this year – Nexstar is offering the same great owners’ workshop at three different locations and dates. HVAC Sales System ......................................................Feb. 26 – 28 ............... Louisville, KY Service System .............................................................Feb. 26 – 28 ............... Louisville, KY *There is a spring checks course immediately following this Service System on Mar. 1.HVAC Sales Management ............................................Feb. 26 – 28 ............... Louisville, KY

Notable February DatesWhat ...................................................................When ......................ExtraGroundhog Day ............................................................Feb. 2 .........................Are you hoping for six more weeks of winter?Super Bowl Sunday ......................................................Feb. 2Valentine’s Day ............................................................Feb. 14Presidents’ Day ............................................................Feb. 17 February Facts:Get your game plan ready for Super Bowl Sunday. Even if your team isn’t playing – somebody’s team is moving the ball, and the parties are already planned. We know when people entertain, toilets and sinks get used. Plumbers take the field and make sure you don’t punt on this opportunity to serve your customers. Game on!

JANUARY 2014Nexstar EventsWhat ......................................................... When ..................... Where

General Manager Certification .........................Jan. 15 – 17 .............. Orlando, FLCall Center School ............................................Jan. 30 – Feb. 1 ......... San Diego, CAService Management .......................................Jan. 30 – Feb. 1 ......... San Diego, CAService System .................................................Jan. 30 – Feb. 1 ......... San Diego, CA

Notable January DatesWhat ........................................................ When ..................... ExtraNew Year’s Day ................................................Jan. 1Cuddle Up Day .................................................Jan. 6 ........................ Can you offer products to help your customers snuggle up and get warm?Martin Luther King Day ....................................Jan. 20 ...................... Schools and some employers are closed.Handwriting Day ..............................................Jan. 23

January Facts: Although created with the intent to support the paper and pen industries, National Handwriting Day reminds us how important a personal connection can be, especially when you are looking to build on an existing relationship, like with your customers. Make the resolution in January to hand write a note of thanks to each of your customers by the end of the year. You’ll be surprised by the power of the pen.

MARCH 2014Nexstar EventsWhat ........................................................................When ................................................ Where

Service System Spring Checks ..........................................Mar. 1 .....................................................Louisville, KY Must have completed Service System to attend. There is a Service System immediately preceding this class Feb. 26 – 28.Building Your Dream Team – Spring Workshop #2 ...........Mar. 5 – 7 ...............................................Chicago, IL *New this year – Nexstar is offering the same great owners’ workshop at three different locations and dates. Service System .................................................................Mar. 12 – 14 ...........................................Denver, CO Train the Trainer ...............................................................Mar. 12 – 14 ...........................................Denver, CO Service System Spring Checks ..........................................Mar. 15 ...................................................Denver, CO Building Your Dream Team – Spring Workshop #3 ...........Mar. 26 – 28 ...........................................Boston, MA *New this year – Nexstar is offering the same great owners’ workshop at three different locations and dates.

Notable March DatesWhat .......................................................................WhenAsh Wednesday ................................................................Mar. 5Daylight Savings Time Begins ...........................................Mar. 9St. Patrick’s Day ................................................................Mar. 17First Day of Spring ............................................................Mar. 20

March Facts:Celebrate the birthday of Inventor Alexander Graham Bell this month and get those phones ringing! Looking for ways to get more calls? Check out the Nexstar marketing catalog – you’ll find ads and marketing pieces that will help generate calls. You’ll even find a campaign featuring another smart guy with a March birthday, and you don’t have to be Einstein to figure it out.

Start the new year with a renewed focus on making the most of your Nexstar membership. Here are some upcoming classes and events that can help you get a jumpstart on your 2014. We’d love to see you there!



MARCH1 Service System Spring Checks Louisville, KY

5 - 7 Spring Meeting #2 Chicago, IL

11 Wake Up Call

12 -14 Service System Train the Trainer15 Service System Spring Checks Denver, CO

20 Coaches’ Webinar

25 Wake Up Call

26 - 28 Spring Meeting #3 Boston, MA

JANUARY14 Wake Up Call

15 - 17 General Manager Certification Orlando, Florida


28 Wake Up Call

30 - Feb. 1 Call Center School30 - Feb. 1 Service Management School30 - Feb. 1 Service System San Diego, CA

FEBRUARYJan. 30 - 1 Call Center SchoolJan. 30 - 1 Service Management SchoolJan. 30 - 1 Service System San Diego, CA

11 Wake Up Call

13 What’s Happening Webinar

19 - 21 Spring Meeting #1 Phoenix, AZ

25 Wake Up Call

26 - 28 HVAC Sales System Service System HVAC Sales Management Louisville, KY

APRIL8 Wake Up Call

9 - 11 Service System Call Center School10 -11 Sewer Sales12 Service System Spring Checks Washington, D.C.

17 Strategic Partner Webinar

22 Wake Up Call

23 - 25 Boot Camp Minneapolis, MN

30 - May 2 Peer Group: Golden Rule PHC, Inc. Grimes, IA

MAYApr. 30 - 2 Peer Group: Golden Rule PHC, Inc. Grimes, IA

6 Wake Up Call

7 - 9 Service System8 - 9 Electrician University Dallas, TX

20 Wake Up Call


JUNE4 - 6 Service System5 - 6 Sewer Sales San Diego, CA

10 Wake Up Call

24 Wake Up Call


JULY

15 Wake Up Call



24 - 26 Service System HVAC Sales System New Brunswick, NJ

29 Wake Up Call

AUGUST

12 Wake Up Call


20 - 22 Peer Group: Bell Bros. HVAC Elk Grove, CA

20 - 22 Service System HVAC Sales System Call Center School23 Service System Fall Checks Chicago, IL

26 Wake Up Call

SEPTEMBER

9 Wake Up Call

11 Strategic Partner Webinar

17 - 19 Super Meeting Phoenix, AZ

24 - 26 Peer Group: Art Plumbing & Air Conditioning Coral Springs, FL

30 Wake Up Call

1 - 3 Service System Service Management School2 - 3 Electrician University4 Service System Fall Checks Denver, CO

7 Wake Up Call


15 -17 Peer Group: Anderson Plumbing, Heating & Air El Cajon, CA

16 - 18 Train the Trainer Location TBD

21 Wake Up Call

NOVEMBER

4 Wake Up Call

12 - 14 Service System Call Center School Orlando, Florida

18 Wake Up Call


DECEMBER



16 Wake Up Call

30 Wake Up Call

CANCELLATION POLICY: An administrative fee of $100 per cancelled attendee will be assessed prior to tuition refund. revised: 12/18/13

OCTOBER

2014 Calendar of Events


AUGUSTDutton Plumbing Eric Dutton [email protected] (805) 522-1944 Simi Valley, CA

I.R.V. Plumbing, Inc William Iliev [email protected] (866) 824-4436 Charlotte, NC

Randy May Electric, Inc Randy May [email protected] (843) 689-3115 Hilton Head, SC

Milltown Plumbing & Heating Inc Fredrick L Webster Jr. [email protected] (978) 453-5684 Chelmsford, MA

SEPTEMBER

BCL Electric, Inc Brent Loney [email protected] (208) 882-0136 Moscow, ID Ambassador - Elaine Damschen - Mainstream Electric, Inc

Thermal Services Heating, Air & Plumbing Wade Mayfield [email protected] (402) 397-8100 Omaha, NE Ambassador - Dewey Jenkins - Morriss-JenkinsAmbassador - Bryce Johnson - Air Conditioning by Jay, Inc

OCTOBER

Pipe Doctor Eric Wagner [email protected] (419) 877-2833 Perrysburg, OH

Munn’s Sales & Service, Inc. Carl Munn [email protected] (352) 787-7741 Fruitland Park, FL Ambassador - Jaime DiDomenico - Cool Today/Plumbing Today/Energy Today

Daniel Cordova Plumbing Daniel Cordova & Laurie Castillo [email protected] (626) 962-0885Baldwin Park, CA

NOVEMBER

James Caccia Plumbing Inc Geno Caccia [email protected] (650) 342-5363 San Mateo, CA Ambassador - Steve Allen - Allen Service

George Brazil Plumbing Services Marc Erpenbeck [email protected] (602) 257-9000 Phoenix, AZ Ambassador - Scott Nelson - Laney’s, Inc

Zurn Plumbing Service, Inc Lisa Burns [email protected] (770) 451-6765 Chamblee, GA

Candlelight Services, Inc Scott Goshern [email protected] (765) 271-3055 Kokomo, IN

GMC Air Conditioning Services Skip Farinhas [email protected] (954) 973-5980 Pompano Beach, FL

New Members

A Big Nexstar Welcome!Nexstar was founded on the principle of education through sharing. The first step in sharing is to build relationships and meet your other Nexstar members.

What’s your new year’s resolution? Why not make networking with Nexstar one of your resolutions this year? It’s easy: • Pick up the phone and call one of these 20 new members! • Seek out new members at the spring meetings in February – March and engage them in robust conversation. • Invite a new member in your area to your shop or attend a training, meeting or peer group event together.

You joined Nexstar Network for your own individual reasons, and so did others. Let’s come together and share our knowledge, the way only Nexstar members can.

Education Through Sharing

Carmine’s Plumbing, Heating & Air Conditioning Carmine Iapaluccio [email protected] (203) 791-8089 Danbury, CT

Moon Services, Inc Steve Moon [email protected] (410) 392-9350 Elkton, MD Ambassador - Amy Threlkeld - Bob Hamilton Plumbing, Heating and ACAmbassador - Mark Schneider - Pacific Aire

DRF Trusted Property Solutions Scott Schnurr [email protected] (630) 615-7000 Plainfield, IL

Bibb / Albert Henry Ned Stellman & Dana Rogers [email protected](410) 486-7171 Pikesville, MD Ambassador - Eric Corbett - Larry & Sons, Inc

Honey’s Air, Inc Dale Kujawski [email protected] (209) 523-2345 Salida, CA Ambassador - Kenny Bell & Jerry Bell - Bell Bros. Heating & Air Conditioning

Jupiter Tequesta Air Conditioning and Heating, Inc Matthew Kuntz [email protected] (561) 747-3113 Tequesta, FL


Nexstar Board Of Directors

By Chris Corley, Chairman, Nexstar Board of Directors

“We start every day knowing we’re not going to get it all done. And we look back on the years and wonder where they went and why we haven’t accomplished what we had hoped. Time is the only element in the world that is irretrievable when it’s lost. Lose money and you can make more. Lose a friend and you can patch up the relationship. Lose a job and you can find another. But lose time and it’s gone forever.”

- Peter Bregman Management consultant and life coach

This year marks my 27th holiday season as the owner of my own company. I’ve had my successes and failures, yet overall I’m a blessed man. As I march into a new year, it’s a great time for me to reflect on where I’ve been and where I’m going; on what I’ve learned and what I’ve yet to learn. I con-stantly remind myself of what’s important in life, so I thought I’d share this with you.

Keep your perspective

Lift your head up and look around. Are you heading where you want to go? When we are busy doing all the things we commit-ted to doing, it’s easy to lose our way. Most of the problems we face in life aren’t as big as we make them. Many times it takes a death, tragedy, or major life event to jolt us

into recognizing that we’re focused on the unimportant things in life. You start to ask yourself questions like, “Why do I need all this stuff?” or “Is this argument truly worth losing our relationship over?” It’s impera-tive that we revisit questions like these on a regular basis to keep our perspective.

Quit trying to be the other guy (or gal)

Decide who you want to be and head that direction. Keeping up with the Smith’s is an empty path. As Nexstar members, we have the opportunity to network with some pretty awesome companies. That’s a good thing for sure, and can inspire greatness, but make certain you’re doing what makes sense for you and your company.

You don’t have to do it all at once

Once you commit to a path, remember it takes time to build a successful com-pany. We’re doing business in a time when 18-year-old “kids” are starting technology companies, and cashing out for billions by the time they’re 25 years old. As a result, we feel like we’re falling behind when our company isn’t further ahead. Success in our industry doesn’t happen overnight, so slow down and build a solid foundation that will support the future growth of your company.

Leave MORE than you take and give MORE than you get

Have you ever thought about all the lives you touch? Each person you lead connects with many other people who in turn connect with many others. Your single touch will have consequences much greater than one interaction. It’s huge. We get ourselves all wrapped up in our company and forget that

it’s not all about us. As a business owner or leader, you have the opportunity to touch millions! There are a lot of folks out there we can impact. What difference are you making with your employees and within your community?

Pain is inevitable. Who will be there when it hurts?

I lost my first wife, Beth, to cancer after 25 years of marriage and four children. It was and is still the hardest thing I’ve ever gone through. Fortunately, I had many very close friends who walked with me through that time and then kept me from doing stupid things after Beth was gone. We need people in our lives we can lean on and who will help us heal.

Your life challenges will be different from mine, but you will have them. Cultivate your relationships now, because you need them…and they need you.

Family is most important

If your business is ruining your marriage, find out why and work to repair it. I’m not trying to play marriage counselor, but who will you celebrate success with if you lose your life partner? Slow down and pay atten-tion to this.

Secondly, if your business is causing you to lose valuable time with your children, fix it. Most of us say that our family is our first priority, yet we don’t show it in our actions. We give the best part of our life to building our company. Long hours, people and money issues, too much or too little work, even new opportunities tend to consume us, and we give the leftovers to our spouse and kids.

The Wonderlic program will help you: • Determine if your applicant has the mental capacity to do the job • Identify unproductive work habits • Decrease the risk of a bad hire • Create greater efficiencies in the hiring process

The Wonderlic program features: • Unlimited applicant assessments per job profile • 13 key hiring profiles created by Nexstar members • Makes dealing with many applicants easy • Provides you with qualitative and quantitative information for each candidate 2014 pricing options. Pricing is easy – your annual license covers the number of profiles you need. Wonderlic Online and interviewing questions are included!

$700 Starter Package – 1 job family$1300 Small Package – 2 to 5 job families$1900 Large Package – 6 to 10 job families$2100 Premium Package – 11 to 13 job familiesGold members – may use Gold Points

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Wonderlic HelpsYou Hire The Best

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NEW!

“Laugh more, play more, and appreciate what you have.“– Chris Corley


What’s Important?


Beth used to ask me, “When are you going to slow down and pay some attention to your family?” I would respond, “Just a little while longer dear, and it’ll get better.” Beth was patient, for a time, but one day she said, “You always say that it’ll get better, and it never does. If you’re not careful, you’re going to turn around and your kids will be grown and gone. You’ll never get these years back.” She was so right.

In the interest of full disclosure (and be-cause she will read this), as it turns out I still have room to grow in this lesson, because even now, my wife Donna reminds me of the same things. Life is short. Pay attention to what really matters.

Say “No” more often

Saying “no” more often allows you the freedom to say “yes” when it’s right. It’s easy to let our ego drive our commitments. However, I promise you, the world will work to solve issues with or without you. As busi-ness owners and leaders we are constantly asked to commit to this project or that committee, and try as we might, we can’t commit to all of them. Identify those causes most personally rewarding and worthwhile

for you, and pass on others. If we over commit, we create roadblocks to

our freedom.

Keep short accounts

I use the term “keep short accounts” because it applies to so much in my life. I have wasted too much time and brain space by not dealing with

issues as they come up. Usually, it’s my pride, anger, fear of judgment, embarrassment, or a myriad of other excuses, that keeps me from dealing with issues. I’ve learned the hard way that bitterness, anger, resentment, and pain are best released when we face our struggles head on.

When I left my brother-in-law’s company to start my own business, I was angry and hurt. Much of my pain was caused by my own immaturity and pride, but the negativity stayed with me for more than 10 years. One day, recognizing how much I was strug-gling, I asked my brother-in-law to forgive me for how I’d felt. This “confession” was a non-event for him, but for me, it released me to move on. Until that day, I’d been stuck. Whatever your issue is today, deal with it now and move on.

Keeping short accounts also applies to the flip side of the coin. If I’m willing to seek for-giveness, I also need to be willing to forgive. The employee that’s “done me wrong” or the customer who wouldn’t pay isn’t hurt by my anger and bitterness nearly as much as I am. It’s been said, “Holding on to anger is like drinking poison and waiting for the other person to die.” Let it go.

Laugh!

Life is challenging, but it’s also fun. Make sure that you spend an appropriate amount of time enjoying what you’ve worked so hard for. Laugh more, play more, and appreciate what you have.

Be thankful

If you haven’t already figured it out, for me, my faith, family, and friends are most

important. Everything I do is framed around these. Monetary gain is way, way down on the list.

A few years after Beth passed away, I met Donna. She had also lost her spouse. We fell in love and married. I can honestly say I have had the joy of not just one but two great marriages in my life. I have much to be thankful for, and I’m certain that you do too. It’s important to celebrate the gifts we’ve been given on a moment-by-moment basis.

So that’s my new year’s list. It’s in no way comprehensive, but it covers much of what I have been challenged with through the years. I encourage you to make your own list. Reflect on why you do what you do, and what’s most important to you.

I’ll close by sharing one of my favorite quotes:

“When I reach the end of my days, a moment or two from now, I must look backward on something more meaningful than the pursuit of houses and lands and machines and stock and bonds. Nor is fame of any lasting benefit. I will consider my earthly existence to have been wasted unless I can recall a loving family, a consistent investment in the lives of people and an earnest attempt to serve the God who made me. Nothing else makes much sense.”

Nexstar Board Of Directors

MEMBER PROFILEName: ................................. Corley Plumbing Air Electric, Inc. Website: .............................. www.corleypro.com Owner: ................................ Christopher Corley Market location: .................. Greenville, SC Company founded: .............. 1986 Joined Nexstar: ................... October 1996 Current revenue: ................. $8 million (2013 estimate) Business mix: ...................... 25% Electric; 25% HVAC; ............................................ 40% Plumbing; 10% Carpentry Number of employees: ....... 49 Number of trucks: ............... 24

Ford Fleet Discount ProgramFord’s Competitive Price Allowance (CPA) Program.

NEXSTAR MEMBERS EXCLUSIVE

For more informationcontact Nexstar or Rory Cashman.

Rory can be reached by phone at (201) 575-0614or by e-mail at [email protected]

When ordering your vehicles, you must mention Nexstar’s fleet identification number is FIN # NS525and the fleet incentive is option code 56A

2014 Ford ProgramFIN # NS525 • Option code 56A

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FordAd.pdf 1 12/2/13 7:47 AM

What’s Important?– continued from page 30

www.corleypro.com


Even the best businesses can have claims. Contact your local Federated representative to learn more about risk management resources, like a distracted driving program, designed to help keep your business on the right road.

Visit www.federatedinsurance.com to find a representative near you.

Too Busy To Protect Your Business?

Exclusivelyrecommended by

Federated Mutual Insurance Company • Federated Service Insurance Company* • Federated Life Insurance CompanyOwatonna, Minnesota 55060 • Phone: (507) 455-5200 • www.federatedinsurance.com

*Not licensed in the states of NH, NJ, RI, and VT. © 2013 Federated Mutual Insurance Company

13.03 Broken Cell Phone_7x10_FC_Nexstar.indd 1 1/24/13 10:32 AM

Nexstar Coaches’ Tips And Trends: Stories From The Bench

Prepare For Meetings To Maximize Engagement And Results From Your Technicians

By Jodi Peter, Nexstar Business Coach

Make the most of YOUR weekly meetings. As a Nexstar Business Coach, I guide contractors on the importance of preparing

for and facilitating effective meetings each week with technicians. These meetings allow you to voice expectations, set the tone for your culture, recognize great work and coach on opportunities. Here’s an email from new member Dutton Plumbing in Simi Valley, California, describing how they improved their weekly meeting.

From: Eric Falconer To: Jodi Peter Subject: Good meeting

Hi Jodi,

I thought I’d share this with you. Last week’s service system meeting was kind of ‘bleh.’ I didn’t really feel like I was well prepared for it, and I had trouble engaging the techs. This week was a little different – I scheduled my one-on-ones with the techs that were off the day of our meeting so I could practice discussing the materials. I figured out that role-playing was absolutely necessary; however, in the past it had been super awkward and not effective.

Before the meeting started I was hanging around chatting, as normal, but right before 7:30 am hit, I went into my office and put on a knight costume I had from Hallow-een. I came back out looking and acting ridiculous saying something along the lines of, “I’m Sir Eric from the land of Operations, I’ve traveled across the barren wastelands of the office to pledge my loyalty to Lord Oscar – ruler of the sewer truck, lord of the pink truck and master of the drains.” Naturally, I got a standing ovation for my performance – I should have been an actor.

From that point, the theme of the meeting was, you have to get out of your comfort zone if you’re going to change – this is supposed to feel awkward at first. Everyone had fun practicing the Nexstar way of greeting and I think the meeting was a huge success.

Thanks again for your coaching and encour-agement, things are going well over here!

Eric Falconer Operations Manager Dutton Plumbing • Rooter

Techs and helpers at Eric’s meeting.

INTRODUCING, Rob Buckley, Business Coach

Rob is a passionate and dynamic business coach who has spent the past 20 years driving revenue growth and providing visionary leadership in highly competitive markets. His expertise in plumbing, heating, air conditioning and electrical operations, P&L management, strategic positioning and planning will help any residential contractor move their business forward.

NEWCOACH


Nexstar Coaches’ Tips And Trends: Stories From The Bench

Use A Symbol Of Change To Focus On Positive New Directions

By Denise Swafford, Nexstar Business Coach

We know change can be hard for you as an owner and for those in your shop, especially when that change requires many

of your technicians to rethink the way they’ve been approaching customers for their entire career. When making a change of this magnitude, I encourage companies to use a “symbol of change” to be the tangible representation of the positive changes to come. Here’s the symbol of change new member James Caccia Plumbing from San Mateo, California, chose for their Nexstar roll out.

They amped up their kick-off meeting with a thorough and thoughtful presentation on the company’s history, the business culture, and the foundation of family they share. The presentation also included the owners’, Geno Caccia and Anthony Caccia, vision for what they wanted for both the company and their employees. Then they described how the Nexstar training and tools would be instrumental in reaching those goals.

But, did we also mention that this training was held in a brand new training area? Before launching, Geno and Anthony completed a major renovation of their training class area to symbolize the change in direction and focus they were taking as a business.

Above: The bright, shiny remodeled training space.

Right: The old training space was bland and un-inviting

Three slides to the right: James Caccia Plumbing owners presented a history of the company, why they chose Nexstar as a business partner and what the future holds for customers, employ-ees and the company


Super Meeting 2013 Feature

Nexstar is excited to announce that the 2013 Super Meeting held in Indianapolis, IN, was our highest attended and highest rated Super Meeting in our history.

The event started with a day of pre-conference seminars highlighting business fundamentals, acquisitions and financial planning strategy, pay-per-click expertise, marketing a personal brand, recruiting top talent and evaluating your leadership style with a 360° review process.

Keynote speaker, Emmitt Smith, delivered an entertaining and inspiring message that started the general session off with a quick start. That afternoon, members attended a

wide-range of breakout sessions including timely topics such as:

• Sewer Sales for Managers• Fall Checks for Managers• Electrical Sales for Managers• Guerilla Marketing• TAP Program• The Next Generation of Leadership

• CSR vs DSR: Managers Understanding These Roles• Unique Aspects of Female Leaders in the Trades

Friday night’s event was a Nexstar Legacy Foundation dinner – featuring a live and silent auction to raise funds for the foundation’s Troops to Trades program.

Saturday started with Nexstar’s Annual Shareholder Meeting and the presentation of the Eddie & Suzi Marketing Awards and Nexstar Coaches MVP Awards for Financial Performance, Customer Satisfaction and Employee Engagement.

After a presentation on the near-term economy and the introduction of Nexstar’s new Building Leaders Video Training series, Training Manager, Keith Mercurio, closed the meeting with an inspirational message about the next step of Be, Do, Have – which of course is “What’s Your AND?”

Strategic Partner TradeSHOW:Nexstar Strategic Partners welcomed more than 65 partners to provide

information, answer questions and talk through solutions with more than 400 attendees. Find out what the Strategic Partner program can help you improve in your business.

1-800-763-0700

AVAILABLE NOWIN STOCK TRUCKS. VIEW ONLINE INVENTORY HACKNEYSERVICE.COM

MVP Awards for financial performance, customer satisfaction and

employee engagement

Eddie and Suzi Marketing Award winners

Friday night’s event was a Nexstar Legacy Foundation dinner


Highest Rated And Attended


Chris Corley Chairman Corley Plumbing Air Electric, Greenville, SC

Marty Cullen Director A-1 Plumbing and Perfect Air, Boise, ID

Gregg D’Attile DirectorArt Plumbing & Air Conditioning, Coral Springs, FL

Jeff Allen Vice Chairman Allen Service, Ft Collins, CO

Jeff Belk Secretary Plumbline Services, Denver, CO

Matt Bergstrom DirectorThornton & Grooms, Farmington Hills, MI

Meet Your Nexstar Board Of DirectorsAs elected at the Nexstar Annual Shareholders Meeting, Oct. 5, 2013.

Breakout Session: Member Trainer Garrett Cook, Service System Fall Checks Win a Bahamas trip and bonus points just for purchasing residential units from

A. O. Smith, State, American or Takagi. Seven lucky winners and guest will be randomly selected and will receive a 4 day / 3 night cruise on The Norwegian Sky in March of 2014.

Join Contractor Rewards program and begin earning great prizes and rewards.

These 6 items are unmatched in the water heating industry.

For complete program rules, go to www.hotwater.com*Currently active for A. O. Smith and State brands. **Contractors must be a member of the Contractor Rewards program to win. No purchase necessary.

To get a free entry call 877-286-7064 to join. The random prize drawings to be held approximately January 10, 2014. Odds of winning depend upon final number of entries.

Contractor Locator*

• We also have a new online locator that drives thousands of consumers from our websites right to our loyal contractors

Contractor Advertising Tools• Our Dealer Marketing Resource Center allows

contractors to develop an easy and affordable, custom advertising campaign to promote their business

Breadth of Product Line • Residential or Commercial, we have the most

complete line from Standard models…to the most innovative high efficiency water heaters available

Product Sales Tools• We provide contractors access to the sales tools

needed to close more sales

Contractor Rewards™ Program**

• Our program rewards our loyal contractors for buying our products. Buy more & get rewarded - with prizes and higher status on our contractor locator

Brand Support

• Marketing investment in our brands drive consumers to recognize our name, visit our websites, locate local contractors and request our products

contractorrewards.com

Continued From Page 38

Super Meeting 2013 Feature

Training Manager, Keith Mercurio, closed the meeting with an inspirational message, “What’s Your AND?”

Super Meeting’s pre-conference seminars, keynote address, breakout sessions, awards presentations, social time and more provided a rich learning experience for members to absorb information that will improve their businesses!

Thank You To All Who Made Super Meeting 2013 A Valuable Learning Experience!

Jaime DiDomenico Director Cool Today/Plumbing Today/Energy Today, Sarasota, FL

Mark Presgrave Director My Plumber Heating & Cooling, Manassas, VA

Arnie Shaw Treasurer Centennial Plumbing, Heating & Electrical, Saskatoon, SK


www.321swipe.com

State • • Takagi

Your commitment and generosity to the Troops to Trades program is making our dream of bringing military veterans into our industry a reality.

Ray AbbottJeff AllenMike AllenRoy AndersonRandy BaldwinDarren BallKenny BellBrian BeltzMatt BergstromRon BevinsStacey BillingsRobert & Margie BiscardiRyan BlackWill & Shanna BlantonLou BlessingAmber BostdorfMike BrennanRalph BurtisAnthony CacciaMike CampbellTony CellinoEd CerierBill ChronisterGarrett CookTony CooperEdward CoppBarry CouvillionBrian CranneyMarty CullenChris CunninghamGregg D'AttileSteve Davidson

troops to

The Nexstar Legacy Foundation offers deep and heartfelt thanks These people made the Troops to Trades celebration dinner in Indianapolis an enormous success

These businesses advance future leaders in our industry through ongoing support of the foundation

Debbi Waldenberg, ChairBill HallStephanie Streck

Janie BurdickBrad CasebierBrian CranneyDale Sanford

GOLD Call Source

Silver American Water HeaterBarnettFederated InsuranceGoodman

BarnettFrank BlauBrian CranneyDynamic Air QualityTom DrexlerFrank GarneskiJoe HuckBarry KindtChuck MobleyGreg NiemiNexstar East Coast PBOD

Nexstar NetworkNoritzPlumbers’ ChoiceProSystemsService CoachStatewide SupplyDebbi WaldenbergJohn WardWinWholesaleWolverine Brass

Auction DonatorsSponsorsCelebrationDinner Committee

Dinner Volunteers

BronzeNSPGReview BuzzSignZooWHAM! Advertising

VeteranTodd & Elaine DamschenTammy FerrisDaniell MartiniJohn & Jackie Pankraz

by your willingness to give back to those who’ve served our country.

For more information on Troops to Trades, please visit www.troopstotrades.org, or call Renée Cardarelle at 651-789-8518.

We Are Truly Humbled

Kelsey DavisJamie DentJim DentJaime DiDomenicoJohn DietzTom DrexlerRuss DuckerEric DudleyJosh DupreeMike EnrightJoni ErdmannRon EsterMark EvansDan FasdenBill FlemingOmar FloresMarci FlowersRay GallardoPatrick GambelJohn GennaroRachel GibsonMark And Christine GibsonJoseph GionnoneKen GoldsteinScott GoshenMike GrahamBrandi GreenBob GressGary GrubaBrook HaasScott HaleBill Hall

Bob HamiltonJim HamiltonJoe HaneyBob HaycockThad HedrickPeggy HildebrandtJimmy HillerSarah HoggardRick JacobsenGeorge JohnsonBill KerriganEd LammerBrett LasckoRandy LeeSteve LenkevichDoug LindstromHeather LockwoodRobert LoganSteve LowryKyle MatsonRandy MayTom McCormakKevin McKechnieJim MeyersKirk MikoDavid MilesChuck MobleyMike MontanoMelvin MusicJeff NessCraig ParksJeff Patterson

Keven PerryJodi PeterShannon PippinMark PippinChris RainaldiKerri RaynorBob RehfussMike ReynoldsKendall RichardsAndy RodenhiserTed RosenbergNeal RossMonica RyanDale & Ellen SanfordDavid SansoneJosh SavageJulian ScaddenLisa SchardtMark SchneiderGordon SchrollJeff SealeJimmy ShaferSteve ShapiroPaul ShayLarry SinnKim & John SmithDave Snell

Jason SpenglerJeff StanleyRob SteierJohn SullivanDenise SwaffordSteve TallmanClyde & Alena TauriainenFranco TestaScott ThompsonAustin TsakopoulosJohnny TubbsEd & Mary ValotSal VigilanteJoe VragolicDave WarnerStephanie WebbTom WebberDan WeltmanJim WilliamsonKevin WolfDan WoodJanet WopinskiMitch WrightRaymond Family Foundation

44 | At Your Service Magazine | December 2013 | 1-800-618-9972 4544 | At Your Service Magazine | December 2013 | 1-800-618-9972 45

Lantern Capital Advisors White Paper

Article reprinted courtesy of Chris Risey, Lantern Capital Advisors

A fast break play in basketball occurs when a team races down the court and scores a goal as quickly possible. Loosely translating that to business, fastbreak strategy means an approach that maximizes an owner’s goal (i.e. like running up the score), or achieves a desired goal as quickly as possible.

Many of Lantern’s clients are high growth companies with the potential to grow 20% or more per year in revenue or earnings. People often think such growth is only possible for companies blessed with a hot product or hot industry like what is appearing in the world of social network-ing and technology applications for the iPad, but many of Lantern’s clients come from boring old industries and the dat sug-gests our experience is not unique.1 A lot of things have to come together for a com-pany to achieve anything significant, but two driving forces behind the companies that Lantern Capital Advisors works with are a desire to grow, and a willingness to explore“What if”, especially when it comes to corporate financial planning.

Just like the legendary basketball coach John Wooden would tell his own team, here are 5 ways to find your own Fast Break Strategy.

Expand Your Playbook –

The more plays you can run, the more ways you have to score. Most business owners only consider strategies (plays) they can execute (run) with their existing capital. High growth companies consider strategies given available capital. Even in our sluggish economy, there is an over abundance of capital available. There are numerous financial providers and products out there that allow owners to both grow and keep control of their business. By un-derstanding and applying these financing alternatives, companies can ‘dial up’ new strategies (plays) like acquisitions, buyouts, capital investments, consolidations, joint ventures, or any number of creative strategies that can generate great financial returns2. Some years ago I worked with a small 20 year old software firm that used capital to change their revenue model from a license to a software as service (SaaS) approach. Within, a year that new strategy helped drive 40% annual revenue growth and within five years they sold for over $90 million in cash to a public company.

Understand Key Stats –

At halftime and the end of every game, a stat sheet is passed around to the coaches and fans lucky enough to have floor seats that details each player’s points, minutes played, rebounds, turnovers, and assists. Those stats tell a story that looks beyond dazzling dunks and no-look passes. In business, your key financial stats tell what’s working, what’s not working, what you are likely worth, and what financing options you have (or don’t have). While entrepre-neurs don’t have to be accountants, they do need to understand how the key infor-mation (like cash flow, relevant add backs, and recent trending, for example) illus-trates the likelihood that their goals will be achieved. These key stats also provide clues for finding your own fast break strategy.

Play To Your Strengths –

NBA teams are great at making sure their best players shoot the most shots. In fact, the whole team and franchise is built around them. The same concept is true for high growth businesses. While they may have a variety of customers, high growth companies are usually built to serve their best customers. A great example is a fash-ion client of ours that most people ‘don’t

Find Your Fast Break StrategyFinancial Planning Lessons From High Growth Companies

1. A 5-year study in the middle of technology boom (1995-2000), found that more high companies existed in mature industries than in high growth industries. See “HIGH GROWH COMPANIES: Mapping America’s Entrepreneurial Landscape” Study By the National Commission on Entrepreneurial Leadership, Published July 2001

2. For more ideas on growth strategies see our blog at www.financinggazelles.com and look for our special column, “The Weekly What If.”

3. TK Kieran & Associates, Inc. (www.tkkieran.com); TK and I collaborated on a recent program. Her firm provides great value and insight to companies looking to grow value by significantly improving their sales effectiveness.

4. For more on our client engagement approach, visit our website, www.lanternadvisors.com. Look for our white paper titled, “Eureka! A Better Way to Raise Capital and Explore Financing Alternatives,” published on CFO.com in September 2009.

get’ but their target customers sure do and they pay dearly for it. I owe this great insight to TK Kieran3 and herwork routinely shows me that narrowing your focus to your best customers can create a roadmap to faster growth and higher profits.

Visualize Your Goal –

Elite players use visualization before big games or big shots. They say the more vivid the picture the better. Entrepreneurs can get caught up in the euphoria of growing and lose sight of what they want out of their business. A smarter strategy is to identify your own personal objectives as an owner and stick to it. If, like most good entrepreneurs, you don’t want to lose control of your business while grow-ing it, make sure you get to explore financing options that don’t put that at

risk. In the long run its better to grow slower while maintaining control, than lose ownership of the thing that gets you up in the morning. Conversely, if getting capital out of the business can ‘set you up for life’ than try to address that along the way. Lantern recently had a client that decided not to sell their company to a strategic buyer, but asked us to help them get a $4 million loan to finance a one-time special dividend. We found a bank that was willing to provide such financing at 6.5% and without personal guarantees. Strategies like this better position the owner and business to achieve what they want over the longer term. It’s a great place to be!

Excel In All Three Phases –

The “talking heads” of basketball in their wild pinstriped suits routinely say a

team has to excel at “all three phases of the game.” They mean offense, defense, and transition (running back and forth). In business, high growth companies excel in“three phases of planning.” They are:

1) Strategy –

What’s our best strategy? Why? What’s

the likely financial potential?

2) Planning –

Who is going to do what by when?

3) Analyze, Adjust And Achieve –

What’s working and what needs a (halftime) adjustment?

Proven performers plan in each phase and they don’t move from one phase to the next until they have tested it or feel reasonably assured it will work. (We apply that same concept to raising capital which enables us to provide consistent, high



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quality services at a fraction of the cost of our investment banking competition) 4. Unfortunately, many companies mix strat-egy with planning. This muddled approach often leads to poor decisions, constantly changing priorities, lack of follow through and poor buy-in from management. By planning in phases, companies get the opportunity to debate, experiment, and get buy-in upfront! While success is never assured, everyone at least knows what is being pursued and why. This “strategy, plan, achieve” approach to planning can set up a team up to experience multiple ‘wins’ and boost team moral as each goal is realized.

About The Author

As a basketball giant for the Univer-sity of South Florida (USF Bulls), Chris was honored to be part of the 1990 team which appeared in the NCAA tournament for the first time in the school’s his-tory. Unfortunately, Chris also had the “unique” distinction

of having a GPA that was higher than his points per game. Nevertheless, he gradu-ated magna cum laude and was twice named Academic All-American and is a former Rotary International Ambassadori-al Scholar having studied at the University of Sydney. Mr. Risey was quickly recruited off the basketball floor and into the world of accounting and corporate finance with Arthur Andersen and worked in both the tax and audit advisory services groups. Now a recovering CPA, Chris Risey used his own fast break strategy to become the founder and president of Lantern Capital Advisors, an Atlanta‐based corporate financial consulting firm that helps

entrepreneurial companies plan for and finance growth, acquisitions, and buyouts in a way that best suits their company’s uniqueneeds and growth potential.

Mr. Risey is a frequent writer and speaker to financial executives and entrepreneurs through out the country interested to learn more about corporate financial planning and how to use it to build greater value in today’s financial markets.

Many Nexstar members enjoyed Chris Risey’s preconference seminar on “Acquisition Valuation and Pricing” at the 2013 Super Meeting in Indianapolis. This three-part series of articles provides you with some additional financial planning perspectives and tools.

Lantern Capital Advisors White Paper

Contact Lantern Capital AdvisorsTo learn more about Lantern Capital Advisors and corporate financial planning for your company, please visit our website:

www.lanternadvisors.com or contact us directly at 678 385 5937


Nexstar Family Spotlight

What are the most played songs on your iPod/CD/radio today?

• Where The Green Grass Grows by Tim McGraw

• Titanium by David Guetta

• With You Every Day by Beth Hart

• Love Don’t Die by The Fray

• Royals by Lorde

What is your favorite movie or movie genre?

I always pick the romantic comedy. My all-time favorite is The Princess Bride.

Tell us one thing most people don’t know about you.

My Dad was stationed in Germany while serving in the army and my family lived

there for 3 years. I went to German Kindergarten, where we spoke only German and drank goat milk during snack time.

Which is the career you wanted to pursue and for one reason or another did not?

I wanted to be a doctor, ever since I was a little girl and still do today.

Who is your role model and why?

I don’t have one specific role model. I think there are a lot of wonderful people in the world who possess certain amazing qualities. I aspire to model those qualities, not any specific individual.

The FuTure oFDoes it seem to you that Goodman is the most talked-about brand in the HVAC industry? From the moment Harold Goodman started an HVAC manufacturing company, over thirty years ago, people have talked about nearly every subject regarding the company that you might imagine. Topics seem to range from comments about the brand, the company, its distributors and even its loyal dealers.

Industry talk has increased dramatically since the acquisition of the Goodman organization by Daikin Industries Ltd. which officially closed last November. The armchair commentators have offered sage advice on the longevity of the Goodman brand, how Goodman prices would have to increase exponentially, when massive personnel changes would occur, factory relocations to other countries, and, many other amazing trivial details. Have you ever wondered how the folks with all those stories seem to get information before the Goodman organization does? Let’s put anything you may have heard about the Goodman organization into perspective.

Here are some facts - from the Company - about the future of the Goodman brand. When Daikin acquired the Goodman organization, they got one of the leading brands in the marketplace, coupled with the largest distribution network in North America, servicing an incredible number of successful HVAC dealers. Along with that, Daikin received several of the most-productive HVAC manufacturing facilities in North America. As a result of the acquisition, Goodman received the benefit of being a member of the world’s leading manufacturer of HVAC products and refrigerant. Further, it has immediate access to industry-leading technology, global engineering assets, and the opportunity to remain solely focused on the HVAC industry.

This is an acquisition where both members grew stronger. That makes it very different from some previous acquisitions in the North American HVAC marketplace. Think about this analogy. If you had the opportunity to acquire a racehorse that was winning nearly every race, would you feed it or starve it after you bought it? It’s true that the Goodman organization isn’t as strong as it was in the past. Today it’s stronger. If you want to know the future of the Goodman brand, it’s not difficult to find an accurate answer.

Simply talk to your local Goodman brand distributor. They have the facts.

Nexstar Staff Member Profile – Stacey Billings, Nexstar Controller


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JAS Performance helped us upgrade to the new smartphones, which has transformed our communication. I was expecting to pay more, but we actually ended up paying slightly less

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Nexstar Family Spotlight

What are the most played songs on your iPod/CD/radio today?

Mostly Jazz and R&B with some classic rock tossed in with whatever my kids want to listen to.

What is your favorite movie or movie genre?

I’m a Sci-Fi fan, but I will watch anything PG with my 9 year old.

Tell us one thing most people don’t know about you.

People may not realize I’m basically a very shy person, and I work on getting past that every day.

Which is the career you wanted to pursue and for one reason or another did not?

I’ve always wanted to be an architect. I love designing homes.

Who is your role model and why?

My role models are primarily my family. I admire my father for his absolute integrity; my mother for her gift of grace; my brother for his amazing sense of humor; and my wife for her never-ending patience and for being such a great mom.

Of course, I can’t fail to men-tion inspiration from old school leaders like Teddy Roosevelt and Winston Churchill who never gave up, even in the face of overwhelming adversity.

Nexstar Member SpotlightJeff Allen, Owner, Allen Service, Ft. Collins, Colorado and Nexstar Board of Directors. Nexstar member since 1995.

52 | At Your Service Magazine | December 2013 | 1-800-618-9972

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©2013 Lennox Industries Inc. Lennox dealers include independently owned and operated businesses.

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