Material Handling Wholesaler June 2015

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www.MHWmag.com June 2015 3

Cover Story4 Build a customer

retention cultureDr. Rick Johnson

Columns 8 Aftermarket John Walker

You’ve got to have the GUTS to charge for a good product

16 Bottom Line Garry Bartecki

A new level of service

20 Human Element Jo Moore, Caliper Corp.

Four critical elements of succession planning

32 Sales Trends Dave Kahle

Anything else?

34 Your Business Eileen Schmidt

Unirak celebrates 25 years of success with new technologies

June 2015 • Vol. 36 No. 6Dean Millius General Manager/Publisher [email protected]

Alva Coffman Account Executive [email protected]

Kathy Regan Editor [email protected]

Hobie Wood Production Manager [email protected]

Valerie Vorwald Graphic Designer [email protected]

Material Handling Wholesaler: (ISSN # 2155-3467) is published monthly for new and used equipment dealers, equipment manufacturers, manufacturer’s reps, parts suppliers, and service facilities serving the material handling industry. Editorial opinions expressed herein are the author’s and do not necessarily reflect the opinions of Material Handling Wholesaler. All material contained herein is protected by copyright laws and owned by Specialty Publications International Inc.

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Industry News12 Nuts & Bolts 24 Shifting Gears

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Customer Retention — The never ending search. Really? Can we live with that?

Some statisticians have reported that most companies turn over at least fifty percent of their customers every five years.

Relationship equityThis is a term used frequently in industrial sales. It means

exactly the same thing that we refer to when we discuss customer retention in the hospitality industry or any other industry. Believe it or not there are many other common best practices that are all intended to help reach the common objective of growth, profitability and customer retention.

In the hospitality industry, customer service is the platform upon which everything is built. It’s the mantra. It must become a core competency. So, if it’s all about customer service which is designed to build relationship equity with your firm; your brand which in turn creates customer retention.

Building that personal relationship and customer retention goes far beyond little perks like cookies and coffee that your favorite hotels offer. Don’t get me wrong, I like those warm cookies and I absolutely enjoy having free coffee available “in the lobby” but that has simply become the ante to play. Creating customer retention and relationship equity goes beyond that and it starts by making it absolutely seamless and easy to do business with you. Industrial sales organizations call it “world class service.” That is certainly a term and objective important to every industry.

The next hurdleOnce you’ve conquered that first hurdle and

created a culture of world class service you can begin to focus on building customer retention by building relationship equity. You see, without the service you have no value proposition to support your platform. Relationship equity which creates customer retention requires all your employees to be customer focused. This means getting to really know who your customers are. Call them by name, know their purpose and intent. When you can show sincere concern about what really matters to your customer, who they are and what they are about, that builds relationship equity which creates customer retention.

Face the employment challengeWorld class service is not guaranteed regardless of company

mottos, promotions or any other marketing strategy. World class service is created by the employees. Make the investment in continuous training of your employees and provide real incentives for them to build relationship equity which in turn will result in customer retention. Don’t just hire warm bodies even though there is a shortage of candidates. Consider a recruitment incentive for current employees to recommend candidates. This could be paid partially when and if the candidate is hired and the balance paid nine months later after the new employee shows his/her value and retention. Look for potential, pay a little above market and make sure your managers are trained in leadership and continuously work on their people skills. There are many good books written on customer service. Provide some of the more popular ones to your employees and make them required reading.

Cover Story Dr. Rick Johnson



Cover Story

Why invest in training when turnover is high and it becomes a waste of money?

Remember, your employees are going to treat your customers based on their personal perception of how they are treated. That perception is developed by the culture and work environment you create as a company. Communicate company values, integrity, goals, objectives, initiatives and listen to your employees. They become the voice of the customer.

Build the customer retention cultureDon’t wait until you have a customer complaint to address

specific issues that relate to customer retention. Listen to your employees. Encourage suggestions, ideas and comments regarding work environment improvements. Make sure communication is crystal clear. Employees need to understand what your expectations are. Believe it or not the vast majority of employees regardless of diversity, religion, background or personal upbringing really want to do a good job. They do want to be held accountable. Create a skills matrix and do a skills inventory to determine exactly what training is needed and what types of skills exist within your workforce. Leverage the pluses and train on the weaknesses. Every one of these actions will help build an environment that allows the promotion of customer retention.

Make the following initiatives part of your strategic plan:

1 Develop and provide adequate training that starts with the basics and escalates to leadership development. Make sure employees have the right tools to do the job which means providing world class service. This even includes maintenance. There are numerous programs available and willing consultants that can help you.

2 Develop a buddy system for new employees that rewards the selected buddy based on new employee performance and orientation.

3 If your current employee culture and environment “Sucks”, don’t hide it. Own up to it and commit to change. Involve your employees and your managers in that change to initiate the kind of environment that will create a customer retention culture.

4 Expect the best of your employees and don’t protect or cover up incompetence or poor attitudes. But, give your employees the chance and training to adapt and change.

5 What worked yesterday may not work today. Always be on the lookout for improvements. Once you create an advantage over the competition, they will be quick to try to copy it. That is exactly why warm cookies aren’t enough. That is exactly why you must create the “Customer Retention Culture.”

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Cover Story

Your primary competitive advantage lies in the hands of your employees. They are the ultimate amenity. You must recognize that and be proactive in leveraging it. If what you are selling is really good but your employees don’t embrace the customer retention concept eventually you will lose because the competition that recognizes the role the employees play in customer retention and will take your business.

Today’s customers expect more. They expect a more than satisfactory experience with the people that represent the company they are doing business with.

Organizational cultures exist either consciously or unconsciously, companies can choose the culture that they want to create and communicate to both their employees and their customers.

Please consider this:1. What value do you place on your customer’s experience?2. What type of culture have you created within your

organization?Be brutally honest when you answer these questions, your

future growth and profitability may depend on it.

Dr. Rick Johnson is the founder of CEO Strategist and a veteran of the wholesale distribution industry with more than 30 years of executive management experience. Sign up to receive “The Howl” a free monthly newsletter that addresses real world industry issues. – Straight talk about today’s issues. E-mail [email protected] to learn more or to arrange to have him speak at your next event.

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Aftermarket John R. Walker

You’ve got to have the GUTS to charge for a good product

Ten to fifteen years ago Tom Peters wrote the book “In Search of Excellence”, it was a popular and bestselling manual for anyone selling a product in today’s market place. He commented that you had to have “guts” to charge a higher price for a good product.

Over the years I have known dealers who were selling the #1 product within the industry they were working. Yet despite the fact that they had the best product within their industry their margins on that product were little more than those others who were selling a like product. When asked why they failed to get more money for their product, as they were #1 in U.S. or global markets, they always had the tendency to state: “If we asked for more money we would no longer be competitive and would lose the sale!”

Ask ten of your top customers what your labor rate is and chances are they will have absolutely no idea. Ask the same customers what they expect of your shop and they will probably reply: “We want the job done right the first time, and on time, and we want minimum unscheduled downtime.” Ask that same customer what his cost is to perform his/her own service work and you will discover the customer does not have a clue and at

best he will believe it to be the “hired-hands” hourly wage. Here again the dealer is hesitant to increase his labor rate for fear of being non-competitive.

Industry Cost of Doing Business Studies indicates that equipment dealers leave a tremendous amount of money on the table every year in their service departments. This is unfortunate and unnecessary and dealer survival will require putting a stop to all shop losses. Unrealistic labor rates are certainly not the only cause of un-profitability, but if not, they are way ahead of whatever is second on the list.

Equipment today is becoming more and more sophisticated. According to most dealers, finding qualified technicians to work on this equipment is becoming an impossible task. This has become a “chicken and egg” scenario for the dealer. If dealers don’t charge higher labor rates, how can they afford to hire and keep qualified technicians?

Check the rates you are paying to have your office equipment (copy machine, computer, etc.) serviced. Ask yourself how can they charge the rates they do to service this type of equipment out of a brief case? Ask yourself why you cannot charge a higher rate for a $100,000 to $600,000 piece of equipment with all types of computerized controls and electronic gadgets.

How do you establish your labor rates? Most dealers still run a check of all the local dealers in their own market and settle on what other dealers charge. Admittedly, this is partially because so many manufactures require dealers to do this. Some dealers look at the Cost of Doing Business Study and follow along with what other dealers do. But are these numbers accurate? Cost of Doing Business Studies report a typical labor rate of $80.00 (example.) The dealer has an internal rate of $40.00 and 50% of his labor sales are internal so in actuality the dealer’s overall labor rate is roughly $64.98 an hour and that just doesn’t “cut it” in today’s market place.

Ask a dealer why he sets his labor rate where he does and he will tell you that competition determines his labor rate. Ask the dealer who has the best shop in town with the best technicians and he will quite probably reply that he is quite possibly one of the best. What market research has been done on the competition? If your labor rate is $80.00 and the “shade tree” mechanic is offering $40.00, then he is half your labor rate and you cannot compete at a higher rate. What If? The “shade tree” mechanic took three hours to do a job when your dealership could do the same job in one hour. What If? The “shade tree” mechanic did a great job servicing your older models but knew absolutely nothing about the new equipment your dealership was now selling? What If? The “shade tree” mechanic failed to guarantee his work? Answer these questions and more before you say you cannot compete against those “others” for your service business.

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Aftermarket

Take a long, hard look at some of the costs involved in operating your shop. Some of these costs are not reviewed on a timely basis and they are increasing yearly, while labor rates remain stagnant. Here are the common items that affect your dealership’s labor rate. 1) Technician wages, a major item, but do you also

review the following items: worker’s compensation, federal unemployment taxes, state unemployment taxes, F.I.C.A., paid vacations and holidays, group insurance, employee pension plans, uniforms, overtime paid

2) Service manager’s compensation 3) Occupancy expense 4) Utilities 5) Interest 6) Liability insurance 7) Service training 8) Service vehicles 9) Shop supplies and tools 10) Office supplies, and many more common items which

are increasing in cost on a regular basis.

Ask yourself if these costs are going up, shouldn’t my labor rate increase to cover the shop’s increased costs?

Internal labor rates are the charge-out rates at which work is done for the sales, used and rental departments. Internal labor rates distort the profitability of the service department and are often done to make the profitability of other departments look good. Internal labor rates, however, can be devastating to your shop.

Internal labor rates also have a tendency to play havoc with the measurement of your shop efficiency and profitability. They also destroy the profit center concept of the dealership. If your dealership seeks a higher Absorption Rate, then all internal pricing needs to be eliminated.

Hourly labor rate vs. flat rates: Many successful equipment dealers have developed flat rate labor pricing. This is a program automotive dealers have used effectively for years. The program increases profitability and makes it possible to hire and keep top-notch technicians. Despite this, dealers continue to hesitate setting up flat rates, all because they do not believe it will work.

Equipment dealers too often argue that flat rating is too difficult to institute because of the variety of equipment they service and the conditions under which the equipment operates.

“It is too difficult to develop a flat rate schedule!” Most all manufacturers develop flat rates for warranty. While most dealers and service managers will argue these rates are unrealistic, they can be used as a guideline. If you believe the manufacturer’s flat rates are off by 15% to 20%, then adjust your own flat rate program accordingly.

Look at the advantages available to you as an equipment dealer by establishing flat rate labor pricing: 1) Profit can be increased by reducing job times. 2) Invoice disagreements can be eliminated. 3) Technicians can be given specific goals to meet. 4) The program can be used as the basis for a technician’s

incentive compensation program.

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5) Many customers prefer to know the cost before the work begins on their equipment.

6) Technicians efficiency and productivity can be easily measured at the time the job is completed.

7) The effects of efficiency improvement expenditures can also be measured.

If your equipment dealership is working with a customer service sales representative program, flat rate labor pricing allows the sales person to quote the customer in the field, to develop a sale on the site, and avoid the possibility of the competition having the opportunity to quote on the job.

Why not take the time NOW to review your service department’s labor pricing? Have the guts to raise your rates a couple of bucks! Review your last year’s labor sales. Re-figure your last year’s sales with an additional three, four or even five dollar increase in your hourly labor rate, you are absolutely guaranteed to find your shop a whole lot more profitable!

We recognize that many of your manufacturers lock you in to a once a year increase in your labor rates. You may believe that since you just raised your rate you can’t do it again for another year. Recognize, however that this manufacturer limitation is for warranty purposes only. It has absolutely nothing to do with customer or internal labor sales.

It is your business, have the guts to charge a fair price for the quality service your shop performs. Your service department is there for one purpose and that is to produce a profit for the dealership.

For those of you who are interested in improving your shop profitability and your overall dealership’s profitability, ask for and we will immediately email you our manual entitled: Figuring Your Dealership’s Labor Rate. This manual is 30 pages and is specially priced for our readers at $16.99. In your email please include your name, title, dealership name and location, your major line of products and in which of our publications you read about this offer. If for any reason you are dissatisfied with this manual, let us know and you can “tear-up” your invoice. Email us at: [email protected] and your manual will be on its’ way immediately ... have the “guts” to establish a reasonable and profitable Labor Rate for your dealership ...

John R. Walker is president of Aftermarket Services Consulting Co. Inc. E-mail [email protected] to contact John.

Aftermarket

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Nuts & Bolts Acquisitions, expansions & other business news

UniCarriers announces acquisition of Nissan Industrial Engine Manufacturing

UniCarriers Americas Corporation announces the acquisition of all outstanding shares of Nissan Industrial Engine Manufacturing, Inc. (NIEM). NIEM was originally jointly owned by Nissan Kohki Co. and Nissan Forklift Corporation North America, now UniCarriers Americas Corporation.

On April 1, 2015, NIEM is renamed Global Components Technologies Americas, Inc. (GCTA) and becomes a wholly owned subsidiary of UniCarriers Americas (UCA). NIEM supplies high-quality, reliable engines for several forklift models produced by UniCarriers Americas, as well as to customers throughout the Americas. This transaction represents one of several phases of UniCarriers Americas’ overall strategy to transfer the Nissan industrial engine business into the UniCarriers family, securing one of its product’s key competitive technologies, and preparing the organization for future redesigns and enhancements to maintain the K21 and K25 engines’ top position in the market. www.unicarriersamericas.com

Vanderlande acquires DinamicVanderlande has

announced its acquisition of Dinamic Industrial Business (Dinamic) as a key part of its ongoing strategy for profitable growth in Europe and the US. The takeover

of the Spanish company extends Vanderlande’s manufacturing capacity and adds a number of new products to its distinctive product portfolio. Recognized for its high-quality manufacturing and products, Dinamic has had a longstanding working relationship with Vanderlande. A new company, Vanderlande Industries Santpedor S.L., will be established in Santpedor, Spain to continue expanding the manufacturing facilities, and developing and selling new and existing products. These include the Scannojet tray return system – an automated security check system for hand baggage inspection – as well as its Beltcurve and extendable conveyors. As part of the agreement, Vanderlande has also acquired Dinamic Manufacturing USA Inc, in Calhoun, Georgia, which will be renamed Vanderlande Manufacturing USA Inc. This facility will be developed into a comprehensive local manufacturing site. Both of the new companies are expected to expand in terms of turnover, capacity and capability, based on Vanderlande’s expertise, its predicted growth and successful product development. In order to ensure sustainable progress and profitability, Dinamic will be reorganized with the implementation of some logistical, operational and organizational changes. www.vanderlande.com

3D printer pricing now publicly available in Senvol database

The Senvol Database, which is the first and most comprehensive 3D printing database for industrial additive manufacturing machines and materials, has expanded to include machine pricing information. In addition to being able to search by machine build size, material type, or material tensile strength, for example, users can now search by machine price as well. 3D Printing Industry writer Andrew Wheeler recently weighed in on the Senvol Database’s progress, noting, “Senvol has responded to the attention by doing what makes [them] such a standout in the first place: they’ve added more information and clarity to the whole 3D printing industry.” Senvol President Annie Wang commented, “We work in close collaboration with the machine manufacturers. The price ranges in the Senvol Database reflect the fact that specific machine pricing can vary by location and by distribution channel.” The Senvol Database is online and free to access and currently contains detailed information on over 350 machines and 500 materials. Users are able to search the database by over 30 fields. For example, a user can search for a machine that is compatible with steel, has a build envelope of at least 6x6x6 inches, and is priced below $500,000. www.senvol.com

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Propane forklift operators eligible for federal fuel tax credit

Propane forklift operators have until Aug. 8, 2015, to make a one-time claim to receive a 50-cent per gallon alternative motor fuel tax credit for every gallon of propane used in 2014. The claim provision was part of the Tax Increase Prevention Act

of 2014, signed by President Obama on Dec. 19 of last year. “One way for facilities and forklift operators to maximize the financial benefits of propane forklifts is by taking advantage of alternative fuel tax credits from the federal government,” said Jeremy Wishart, deputy director of business development for the Propane Education & Research Council. “Propane is already the right fuel for companies wanting an American-made, sustainable solution, and this tax credit, while only a one-time claim, makes it an even more attractive option for forklift operators in any large warehouse, facility, or distribution center.” The Internal Revenue Service has defined forklifts as an off-highway business motor vehicle, making them eligible for the alternative motor fuel tax credit. The IRS indicated that the end-user of the forklift is the person who should receive the tax credit, not the propane marketer. www.irs.gov/pub/irs-pdf/f637.pdf

IMTS balloon begins farewell tourShow management for IMTS – The International

Manufacturing Technology Show 2016 has announced the cross country Farewell Tour festival schedule for the hallmark IMTS hot air balloon. The IMTS show itself is slated for Sept. 7-12 at Chicago’s McCormick Place. The IMTS balloon will begin its Farewell Tour at the Kentucky Derby Festival, April 23-25 in Louisville, Ky. As part of the Farewell Tour, members of the IMTS community can enter a contest to win a chance for a free IMTS balloon ride. The balloon, which made its inaugural flight in 2004 with a purple design, has achieved almost iconic mascot status. The current version, an orange and ribbon striped design, debuted in 2008. “We can’t think of a better way to begin the orange balloon’s Farewell Tour than being part of the Kentucky Derby Festival,” said Peter R. Eelman, Vice President – Exhibition and Communications, AMT – The Association for Manufacturing Technology. “In the manufacturing technology industry, IMTS evokes the same good feelings and excitement that the Kentucky Derby does in the horse racing world. Both are icons in their own space. The IMTS community has always broken into smiles and known it’s time for the show when they see the big, orange IMTS balloon hovering above the lawn at McCormick Place.” The balloon will be on display at many events. For a list, visit www.imts.com

ProMat 2015 registration increases 8.8 % over 2013

Manufacturing and supply chain professionals gathered in record numbers

in Chicago last month for ProMat 2015, the largest material handling and logistics trade expo in North America. With registrations topping 37,091 attendees, show producer MHI announces a 8.8 percent attendance jump over 2013. The four-day event, March 23-26, covered 340,000 net square feet of exhibit space in Chicago’s McCormick Place with 802 exhibiting companies. The ProMat expo was once again collocated with Automate 2015. ProMat visitors included key decision makers in virtually all manufacturing and supply chain industries including a majority of the Fortune 1000 and Top 100 Retailers. The quality of the visitors was very strong with a large number of buying teams from key firms in attendance. According to registration data, 86 percent of attendees had buying authority and 39 percent plan on spending $1 million or more over the next 18 months on equipment and systems. Reflecting the growing global nature of the event, attendees from outside the United States at this year’s ProMat represented 115 countries and six continents. They were welcomed by ProMat’s International Visitors Center. “ProMat 2015 was the largest in the events 30-year history,” said George Prest CEO of MHI. “The energy level among visitors and exhibitors was at an all-time high. Even more exciting was that ProMat visitors came with buying plans and a confidence that has not been seen in manufacturing and the supply chain in many years.” www.promatshow.com

Nuts & Bolts

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Bottom Line Garry Bartecki

A new level of service

Do you really know what business you are in? I mean really know? Or are you so focused on selling lift truck products and services that you don’t contemplate or visualize potential opportunities “out of the box” that your current or potential new customers may want and reward you handsomely for if you in fact offered them.

A couple of months ago my column titles “What’s it all mean?” outlined my out of box thinking about the future of the equipment supply chain and what products and services customers may want in today’s economic and technological environment. Hopefully, the article made you think just a little bit out of the box.

Since then I came across an article by Lucy P. Marcus titled What’s an Industry that summarizes how the definition of an industry is no longer what you may think it is. Up until the recent technological advancements a company did what it did and you could get data on that industry, benchmark operating results for the industry and have a slew of analysts cover the industry and report on it. And then the “internet of things” arrived.

Now we have numerous examples, as Ms. Marcus notes, where many companies cannot be defined in just one industry but in fact move and blend into others to the point where the current standard companies in that industry are in jeopardy of losing their

identity as they think it is. Impossible? I don’t think so. Just jog your memory about the many companies, even public companies that are no longer in business as a result of “the internet of things.”

Ms. Marcus uses Apple as an example. Is Apple a technology company, a car company, a watch company or some other type of company or industry they decide they want to be?

The point here is management cannot rest on their laurels but have to think outside the box, out of their comfort zones, look over their shoulders to see what is out there before new ideas and new competitors derail the operation and disrupt your industry leaving you behind. It can happen.

Before we continue let me provide the link to Ms. Marcus’s article. Look for her at www.project-syndicate.org. It is worth the read.

And while you are at it I also want to refer you to two more articles that cover how telematics and technology will impact the rental industry and applies to the material handling industry as well.

One is 2015 technology Trends for Construction Equipment Management and the Rental Industry at: www.wp.me/p4GoDz-4Zd. and the other is Using Telematics in the Rental Industry-is it right for you? at www.wp.me/p4GoDz-1w.

After reading these articles you will have a feel for how the “internet of things” is going to force the way you do business.

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Like it or not it is entirely possible your lift truck dealership is about to become a technology company to benefit your company as well as your customers.

I titled this column “A new level of service” and did so thinking that customers of the future will need and demand more data from your dealership regarding the use and cost of not only their lift truck fleets but also their owned fleet. What do customers want? They want ease of doing business with vendors, more efficient operations and a lower cost of business….all of which you are going to provide with new technology and whatever additional services and products you can provide as a true partner with your customer.

Think of UBER. A suggestion would be to plan on having annual strategic

planning meetings that include participants outside of your industry. You may find new sources of revenue you never expected to have.

Garry Bartecki is a CPA MBA with GB Financial Services LLC. E-mail [email protected] to contact Garry.

Bottom Line

Fax 817-847-6552www.allbrandforklift.com • e-mail: [email protected]

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Human Element Jo Moore, Caliper Corp.

Four critical elements of succession planning

You will be replaced.Don’t feel bad; it happens to all of us. It’s the cycle of life

in the business world. But whether you are taking on a new role or sailing into retirement, it’s important that the person following your footsteps is ready and able to tackle the challenge. Hopefully, that person is already on the payroll.

In a very practical sense, developing and retaining leadership talent is both a strategic and economic necessity. By filling positions internally, you can reduce the time needed to reach proficiency, limit hiring costs, and eliminate turnover resulting from a poor fit with your organizational culture.

Without a “ready-now” candidate on staff, organizations often compromise on the leadership qualities they want simply to fill vacancies. It’s worth noting that many current executives say that they weren’t prepared for their first leadership role.

Since your company, like most, may not have the time or resources to develop leadership skills in everyone, Caliper suggests that you devote your energy toward identifying and developing those with the highest potential to succeed. Here are some tips for focusing your succession effort:

1. Have a clear vision of where the business is going.Depending on your growth goals and plans, you may

need different kinds of leaders tomorrow than the ones you have today. Executives tend to look for people who remind them of themselves, so put aside your ego and think critically about future needs and who can best address them. The focus should be on developing leaders who can run the organization as it will be, not as it is now. Succession plans must be closely linked to business strategy.

2. Don’t waste time having leaders choose their replacements.Stop completing those pesky replacement-planning forms!

Instead, develop a high-potential pool of ready-now candidates to take on a variety of leadership responsibilities. Great leadership does not usually spring from specialized expertise, either. Acquiring a broad range of experiences allows leaders to develop a deeper, richer understanding of the organization as a whole.

3. Make your time investment in succession planning worthwhile.

Do you have the same discussions about the same people each year only to find that they are not getting any closer to being ready? Succession planning is a futile effort unless it acts on a working, evolving guide to employee development. Cast a wide net throughout the organization when identifying leadership potential, and you may be surprised by the talent that already exists in the company. Also, the criteria on which you assess potential must be objective and fair. Every team member should know what it takes to be considered a future leader.

4. Provide real development for real people.People learn by doing. The worldwide primary methodology

for simultaneously developing leaders, building teams, and improving organizational capabilities is Action Learning. Development by working on real, important, and urgent business problems is transformational.

About Caliper – For nearly half a century, Caliper has been helping companies achieve peak performance by advising them on hiring the right people, managing individuals most effectively and developing productive teams. The accuracy, objectivity and depth of our consulting approach enable us to provide solutions that work for over 25,000 companies. To find out more about how Caliper can help you identify and develop people who can lead your organization to peak performance, please visit us at www.calipercorp.com or call us at 609-524-1200. Email [email protected] to contact Caliper.

Multiple resources for you and your company to stay up-to-date on industry news

Weekly newsletters Facebook updates

Website exclusivesMonthly issues via print and digital

www.MHWmag.com


Customer Retention — The Never Ending Search. Really? Can we live with that?

Some statisticians have reported that most companies turn over at least fifty percent of their customers every five years.

Relationship equityThis is a term used frequently in industrial sales. It means

exactly the same thing that we refer to when we discuss customer retention in the hospitality industry or any other industry. Believe it or not there are many other common best practices that are all intended to help reach the common objective of growth, profitability and customer retention.

In the hospitality industry, customer service is the platform upon which everything is built. It’s the mantra. It must become a core competency. So, if it’s all about customer service which is designed to build relationship equity with your firm; your brand which in turn creates customer retention.

Building that personal relationship and customer retention goes far beyond little perks like cookies and coffee that your favorite hotels offer. Don’t get me wrong, I like those warm cookies and I absolutely enjoy having free coffee available “in the lobby” but that has simply become the ante to play. Creating customer retention and relationship equity goes beyond that and it starts by making it absolutely seamless and easy to do business with you. Industrial sales organizations call it “world class service.” Thatis certainly a term and objective important to every industry.

The next hurdleOnce you’ve conquered that first hurdle and

created a culture of world class service you can begin to focus on building customer retention by building relationship equity. You see, without the service you have no value proposition to support your platform. Relationship equity which creates customer retention requires all your employees to be customer focused. This means getting to really know who your customers are. Call them by name, know their purpose and intent. When you can show sincere concern about what really matters to your customer, who they are and what they are about, that builds relationship equity which creates customer retention.

Face the employment challengeWorld class service is not guaranteed regardless of company

mottos, promotions or any other marketing strategy. World class service is created by the employees. Make the investment in continuous training of your employees and provide real incentives for them to build relationship equity which in turn will result in customer retention. Don’t just hire warm bodies even though there is a shortage of candidates. Consider a recruitment incentive for current employees to recommend candidates. This could be paid partially when and if the candidate is hired and the balance paid nine months later after the new employee shows his/her value and retention. Look for potential, pay a little above market and make sure your managers are trained in leadership and continuously work on their people skills. There are many good books written on customer service. Provide some of the more popular ones to your employees and make them required reading.

Cover Story Dr. Rick Johnson



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Shifting Gears Industry personnel and organization news

Forklift Simulator named Best New InnovationThe award winners were announced

at the ProMat’s 70th Anniversary Celebration. The MHI Innovation Award pays homage to the freshest and the best in manufacturing and supply chain products. Forklift Simulator was proud to pick up the award for Best New Innovation. Recognized as a pioneering startup company, Forklift Simulator was celebrated for providing

a new product set to transform the way forklift operators are trained. Intuitive 360° virtual reality headgear and realistic driver’s seats allow workers to hone their skills without using expensive real world equipment. Lowering the cost of expensive operator training and reducing the risk of accidents in the workplace are the key benefits of the simulator. And this groundbreaking product was recognized by the MHI, an international industry trade association. Andy Van Den Broeck of Forklift Simulator commented, “We’re absolutely thrilled to accept the award for MHI Best New Innovation. Our simulator offers the very best in virtual reality environments, so people can train in authentic conditions at a reduced cost and in complete safety. We’re so proud of our product and getting such recognition with this prestigious award is fantastic.” www.forklift-simulator.com

Industry veteran retires after 38 years of service

Dave LeMaster, Vice President of Associated, announced his retirement after 38 years of service to the material handling and supply chain industries. Starting his career in 1977 as a Sales Representative for the company’s Central Illinois Operation Dave has played an important part in Associated’s growth and success. Throughout his career, Dave has made contributions to Associated that have helped shape the organization and have positioned

them well for the future. “It is rare to find an individual who spends their entire career at one organization. It is also rare for an individual to directly contribute to an organization from the day they walk in the door to the day they walk out. Dave is an individual that truly projects the Company’s biggest asset, our ‘experience and expertise’. Any long term endeavor takes commitment. Dave was continually committed to the success of Associated throughout his career. For all of these reasons and more, we will miss Dave but wish him a happy and healthy retirement as he spends more time with his family enjoying things he never had enough time for during his professional career”, said Michael B. Romano, President/CEO of Associated. www.associated-solutions.com

Hyundai Forklift appoints new National Sales Manager

Hyundai Forklift announced the promotion of Tim Webb to National Sales Manager. In his new role, Tim Webb will direct the district sales manager team, as well the overall sales efforts for Hyundai Forklift in the United States and Canada. He will also continue to lead the company’s product development, training and pricing efforts. Tim Webb brings more than twenty years of material handling industry experience and perspective to

his new position. He has been an integral part of the growth of the Hyundai Forklift brand for the past six years, most recently in the role of product manager. “This appointment is a positive step towards increased market share and brand visibility for both Hyundai Forklift and our growing dealer network,” said Chuck Leone, Vice President of the forklift division of Hyundai Construction Equipment Americas, Inc. “Tim is a proven commodity in our industry and, with him at the helm, we look forward to continued growth and success for the Hyundai Forklift brand.” “Hyundai Forklift has developed a solid sales staff and dealer network, and I’m excited to have the opportunity to help continue the positive momentum we have created,” Tim Webb said. www.hceamericas.com

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UniCarriers Americas rewards top dealer sales professionals

UniCarriers Americas Corporation (UCA) awarded its top sales professionals for both new forklifts and aftermarket parts with a trip to Secrets Puerto Los Cabos Golf and Spa Resort in Mexico. More than 40 qualified sales and aftermarket

parts professionals from dealerships across the U.S. and Latin America and their guests joined UCA personnel at the resort as a reward for continued success in growing the UniCarriers brand. During the March trip, UniCarriers Americas presented several awards to recognize 2014 dealership and individual sales performance, including:

• Unit Awards going to each sales representative present, with the top unit award presented to Miguel Medina from Monatcargas Galeria in Monterrey, Mexico.

• Sales Representative MVP Award winners were selected by their UCA regional sales managers for achieving the highest level of performance and dedication within their territories.

• Dealer Sales Manager MVP Award winners were chosen based on the recipients’ focus on the UniCarriers Forklift brand, dedication to training, commitment to excellence and consistent improvement of their sales teams. The

winners ranged from less than two years, to nearly 40 years of sales management experience.

• The Aftermarket MVP Award was presented for consistent excellence in partnership, processes and results across aftermarket operations, as well as actively growing the business and finding new ways to partner with UCA.

Other awards included dealer-based sales performance in total new equipment and aftermarket parts. The final, and most coveted, award went to UCA’s newest Pinnacle Award winner, Rich Mustico, of CFE Equipment.

“The UniCarriers Americas team not only had the opportunity to spend valuable time with the dealers, but to express our appreciation for their business and pledge to thoroughly support them in our shared objectives moving forward,” said Steve Cianci, vice president, sales and marketing, UniCarriers Americas. “This annual trip is a wonderful time for our top dealer professionals to interact with their peers and UniCarriers Americas executives in a beautiful and relaxing location.”

To qualify for the trip, dealer sales managers and sales representatives for all UniCarriers brands were entered into contest groups determined by their dealership’s market size. The highest number of points determined the top representatives in each of the contest groups during 2014.

“I work hard for UniCarriers Americas. I believe in its products and its dealers,” said Henry Hannan, vice president at M&L Industries, who attended the Pack for the Sun event. “We have an outstanding product with superior support, and I’m honored to be a part of the team.” www.unicarriersamericas.com

Shifting Gears

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Shifting Gears

Sovex launches Denver division targeting US e-commerce market

UK manufacturer Sovex is launching a new operation in the United States to target its booming multi-billion dollar e-commerce and parcel handling markets. The firm has appointed Lonnie Watkins to lead the new US operation from Denver, Colorado. Mr Watkins will head Sovex Incorporated targeting North America and Canada. The UK headquartered materials handling specialist is one of the fastest growing firms in the UK and was listed

number 82 in the 2014 Virgin Sunday Times Fast Track Top 100. It manufactures more than 30 varieties of vehicle loaders and transport conveyor systems – used to move packaged goods in, out and around warehouses. Sovex founder and Chairman, David Lindfield, said the company had driven turnover to more than £24million since setting up in 2002. However, he believes the US retail e-commerce market – estimated to be worth more than $340billion and rapidly expanding – holds the key to further turbo-charged growth. www.sovexsystems.com

Raymond Handling Concepts celebrates new Boise facility

Raymond Handling Concepts Corporation, a respected material handling company, celebrated its Idaho expansion with a special ribbon cutting ceremony

and lift truck driving demonstration yesterday. Strategically located in the most populous city of Idaho, the 9,000 square foot facility will provide the company’s world-class products and services to a broader customer base. The Raymond Handling Concepts Corporation’s newest location is at 743 W McGregor Ct., Suite 100 in Boise, Idaho. “We’re excited to open our newest facility in Boise, Idaho,” said Raymond Handling Concepts’ President, Stephen Raymond (pictured above with scissors in the center). “We pride ourselves as the material handling experts and this expansion will help develop personal relationships with all of our current and future customers.” The new facility in Boise offers a full line of material handling equipment. Customers can purchase complete material handling solutions including new and used lift trucks, forklift parts and service, racking, shelving, mezzanines, order-picking systems, conveyors and more. www.raymondhandling.com

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Shifting Gears

Chad Gunder named Akro-Mils Sandusky Plant Manager

Akro-Mils, a North American leader in storage, organization and transport products, announces that Chad Gunder has been named Plant Manager for its Sandusky, Ohio, manufacturing facility. Before his assignment at Akro-Mils, Gunder joined Buckhorn Inc. in June 2008 as Operations Manager in the Springfield, Mo., plant. In that position, he was in charge of the facility’s injection molding production group and all supporting departments,

such as maintenance, tooling and new product development. Prior to joining Buckhorn, Gunder was Program Manager for Schoeller Arca Systems in Detroit, Mich.; a Journeyman Machine Repairman for Masco Tech in Royal Oak, Mich.; and an Aviation Mechanic for four years in the U.S. Navy. Gunder holds a degree in business from Drury University. www.akro-mils.com

BettsHD names new vice president of salesBettsHD announced the appointment

of Ed Powderly as vice president of sales. Most recently, Powderly was business development manager, aftermarket, for Hendrickson USA, LLC, based in Itasca, Ill. Powderly will report to Betts Company president and COO, Bill Betts, responsible for all sales activities at BettsHD. Ed comes to BettsHD as an experienced sales and marketing leader trained and developed by highly regarded heavy duty manufacturing

companies,” said Betts. “We are thrilled to welcome Ed to our team and further contribute to his legacy of success. His proven track record in aftermarket parts sales, marketing, and distribution leadership will help grow our business.” Since 2011, Powderly was responsible for the aftermarket sales organization which represents all Hendrickson product lines including truck, trailer and auxiliary axle parts, springs and bumper products. He joined Hendrickson in 2004 as a key member/leader of the truck aftermarket marketing team. www.bettshd.com

More Shifting Gear articles available on www.MHWmag.com

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Sales Trends Dave Kahle

Anything else?

Q In your seminar, you used the question “Anything else?” as one of your ‘really good sales questions’. I see it as a close-ended question. Is “What else can I do?” as effective, or more or less effective?

A What a great question. Let me applaud you for thinking this deeply about the language in the questions that you use. This “thinking about it before you do it” is one of my key commandments for success in sales. And this kind of thoughtful discussion brings out the best in all of us.

I’m sticking with “Anything else?” as a “really good sales question.” Yes, it is a close-ended question, but that doesn’t make it bad. There is a time and place for close-ended questions. Remember, “Anything else?” is always used to follow up on some piece of information the customer has given you. Typically, it follows an open-ended question, as in, “Tell me what you look for in a vendor.”

Here’s the scenario. You ask an open-ended question, like “Tell me what you look for in a vendor.”

The customer explains something like, “stable company, responsive customer service, market pricing…”

Your response? “OK. Anything else?”At this point, you’ll generally receive one of two answers:

Either some more explanation or information from the customer, or the answer, “no.” Either of those two answers is good. More explanation gives you more information, and that’s good. “No” tells you there is no more, that you have acquired all the pertinent information, and that’s good.

The real difference between “Anything else?” and “What else can I do?” is the purpose to the question. “Anything else?” solicits information, and can be used in a broader set of circumstances. See the example above. “What else can I do?” is a more specific question, probing deeper into a more narrow range of possibilities. For example, you couldn’t use “What else can I do?” to follow up on the “Tell me what you look for in a vendor” lead.

There is also an implied commitment to the “What else can I do?” question. The implication is that you will do what he/she asks you to do. Since you are asking, “What else can I do,” it implies that you are willing and able to do more. And that may not be the case. Asking this question may force you into the uncomfortable position of saying “No” to the customer. For example, suppose you say, “What else can I do?” and the customer says, “Drop your price by 10% and deliver twice a week.” You know you can’t do that, so you say, “I can’t do that,” thereby interjecting a negative into the conversation. You would have been better off not bringing it up.

Once again, thanks for bringing this up. This is the kind of dialogue about the specifics of our job that makes us all better.

By the way, you’ll find this kind of insight into dozens of sales issues in our Sales Resource Center. It houses 435 training programs to help everyone live more successfully and sell better. All delivered over the internet, 24/7, for one low monthly fee.

And check out Question Your Way to Sales Success for the ultimate handbook for sales people on asking better sales questions.

Dave Kahle has trained tens of thousands of distributor and B2B salespeople and sales managers to be more effective in the 21st century economy. He’s authored nine books, and presented in 47 states and eight countries. Sign up for his free weekly Ezine or visit his blog at www.davekahle.com. E-mail [email protected] to contact Dave.

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Your Business Eileen Schmidt

Unirak celebrates 25 years of success with new technologies

Unirak bills itself as “the best pallet rack company” in the nation.

The company manufactures racks ranging from pallets from stock to “state-of-the-art dynamic hybrids” and is marking a quarter century in business this year. The anniversary year has been marked by production developments and new efforts at social media outreach.

Unirak makes pallet racks for large, 4,000-plus pallet distribution centers along with custom racks for certain niche markets. They come in hundreds of hi-gloss colors and are designed to be highly durable, according to the business website.

Based in Taylor, Michigan, Unirak officially opened the doors to its current manufacturing facility in 2007, a move that increased warehouse space by 100 percent and allowed for powder coating finish to be applied to company products, according to a business press release. “The new facility and processes will equip us to better serve professional material handling equipment dealers,” said then-president Dan Dorian, in the statement.

This year, Unirak commissioned a new made-to-order rolling mill that will “dramatically impact product offerings” with seven new beam profiles, according to the business website.

Besides pushing Unirak into “previously unavailable markets,” the effort will allow for better provision of customer needs, according to the business. The company added a third robotic cell to its holdings in 2014 to improve consistency of its accessories, and this year purchased a hi-speed full bundle tube cut-to-length unit that will greatly increase the part volume into the robotic cells, the site said.

All of this will drive down cost and improve efficiency, and will build upon the company’s stated goal of helping dealers win repeat business. Unirak is “constantly looking for more leads and projects to add to (the) dealer base,” the business site said.

These interior efforts are being coupled with a project aimed at building Unirak’s online presence. The business has already made some efforts in this avenue by creating and posting interactive brochures and videos for the Unirak website. These are the types of outreach developments that others in the industry now say is essential. Social media marketing used to be seen as something outside the purview of business-to-business manufacturers like pallet rack manufacturer Unirak, but this philosophy is rapidly changing.

“There was a time when many in the manufacturing industry viewed social media as a nonstarter for B2B marketing,” said a recent article by SBN Interactive. “But as the global economy continues to transition online, digital content strategy has become more important.”

Of 223 U.S. manufacturers polled last year, SBN found half were using social media but many of those said their strategies could be more effective, underscoring the need for clear digital strategies among manufacturers, according to SBN, a small business content provider.

In a 2013 opinion piece for Forbes, contributor Louis Columbus wrote that business-to-business marketers need to “get real” about the need for social media in engaging customers.

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“It could just be the catalyst that reconnects them with their customers and ignites innovation through marketing, sales, and product development.”

Eileen Schmidt is a freelance writer and journalist based in the Greater Milwaukee area. She has written for print and online publications for the past 12 years. Email [email protected] or visit eileenmozinskischmidt.wordpress.com to contact Eileen.

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New “C” frame Mother carts corral manual carts

Kinetic Technologies, Inc. has introduced a new “C” style Corral Mother cart that can move one or two Daughter carts totaling up to 2,000 lbs. The Daughter carts are manually pushed into the Mother frame and secured with a frame mounted flip down lock. The Mother cart and Daughter carts share the same common rigid

wheel axle centerline so Daughter carts track smoothly within the Mother. This design is particularly suited for Daughter carts with two rigid wheels and two swivel wheels. Mother cart features three 6" x 2" low noise polyurethane wheels, self-stowing alloy eyelet towbar with clevis and pin hitch, floor lock, four-bend removable handle, powder paint finish, two-year limited warranty. www.ktecinc.com

Pallet truck attachment improves ergonomics of order picking

The PalletPal Walkie from Southworth Products mounts to any standard electric walkie or walkie/rider pallet truck to make order picking faster, safer and easier. Built on the proven design of PalletPal Level Loaders, the PalletPal Walkie uses a calibrated spring mechanism to automatically

adjust the height of a pallet load as boxes are added or removed. The top layer of the load is always at a comfortable, convenient working height allowing employees to load or offload items with no bending, stretching or awkward posture. No tools are required to mount the PalletPal Walkie on a pallet truck. The specially designed reinforced baseframe has generous flared openings at the end of each fork channel to receive the forks of all standard electric walkies for easy pickup and drop off without binding. Once loaded onto the pallet truck the PalletPal walkie is ready for use with no adjustments or modifications. Whether under load or empty PalletPal Walkie will not slip on the pallet truck forks. www.southworthproducts.com

Crown extends forklift service technician training program to Canada

2,800 square feet of traditional classroom and warehouse space for hands-on practice. Ryder’s team of

technical trainers worked closely with staff at Crown’s regional training facilities to learn about the Crown DP service technician training model, which incorporates hands-on instruction, small class sizes and ongoing instructor feedback to help ensure each student understands Crown forklifts and develops the necessary skills to be qualified service technicians. “This new training program is an investment in our employees and in our customers,” said Vanessa Hayward, vice president for people services, Ryder Material Handling. “The Crown DP service technician training program empowers our technicians to provide quick, accurate troubleshooting and service, especially for our customers operating in diverse environments where maintenance-related downtime can be an issue. We’re looking forward to training all of our service technicians through this program in the coming year.”

Ryder held its first DP training class April 13 and expects to train more than 100 service technicians in 2015. “Crown’s global goal is to provide exceptional customer care and service,” said Jim Mozer, senior vice president, Crown Equipment. “Implementing a training program in Canada through our relationship with Ryder Material Handling is a natural way of ensuring Crown customers across North America have access to the service they need to be as efficient and productive as possible.” www.crown.com

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New Products

Hyster announces new short wheelbase industrial lift truck

Hyster Company announces its new H300HD2S and H330HD2S industrial lift trucks at AISTech 2015, the nation’s largest steel exposition. Suitable for applications such as steel manufacturing, concrete and lumber, the new models are designed to offer 30,000-33,000 pounds of capacity with a shorter wheelbase.

The Hyster® H300HD2S and H330HD2S models come in response to customer demand for superb maneuverability combined with excellent capacity. Featuring an outstanding outside turning radius for the most compact operating conditions, where space is limited and ease of use is paramount, the new trucks allow users to make efficient use of facility space.

Standard to these models is a right-sized Cummins QSB 4.5 L Tier 4 Interim engine mated to a three-speed power-shift ZF WG 161 transmission, which enables smooth shifting, precise inching and fast acceleration. The powertrain is engineered to offer outstanding fuel economy while providing full-rated lifting capacity.

The new models feature an on-demand load-sensing hydraulic system, wet brake axles, on-demand cooling system and a closed ComforCab™ II. Additionally, they can be customized with a wide range of options and attachments, including masts, forks and carriages. The new models come standard with Hyster’s unsurpassed service and parts support network, with 98 percent of big truck parts ready for immediate shipment from Danville, Illinois. www.hyster.com

Toter expands waste, recycling and organics carts line

Toter, a Wastequip brand, and manufacturer of two-wheel carts for curbside collection of waste, recycling and organics, announces the launch of a 35-gallon cart. Unlike other small carts in the market, Toter’s new 35-gallon cart has an extra-large footprint and 10” wheels, making it the most stable small cart available. Designed to satisfy market demand for smaller-sized carts for refuse and organics collection, this new 35-gallon cart complies with local franchise rate structures that often require 35-gallon carts. Like all Toter carts, the 35-gallon cart is engineered for superior toughness. With Toter’s patented stress-free Advanced Rotational Molding process, Rugged Rim technology, and reinforcements in critical wear areas, these carts are built to last – in fact, Toter carts have the longest lifespan (15 to 20 years; almost twice the life of the nearest competitor), and lowest lifecycle cost available. www.toter.com

New Slim Jim fits in the tightest placesDesigned to improve user productivity,

enhance environmental aesthetics and promote safety, the new Slim Jim® Step-On containers from Rubbermaid maximize space efficiency with a slim profile and small footprint. Commercial-grade construction delivers best in class durability, while the quiet and controlled lid minimizes noise — ensuring a safe and pleasant environment for patients and guests. Plus a broad product offering will more than satisfy the diverse needs of any facility. www.rubbermaidcommercial.com

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JLG launches 53-foot rough-terrain scissor liftJLG Industries, Inc., a global manufacturer of aerial work

platforms and telescopic material handlers, launched its 53-foot rough-terrain scissor lift at the 2015 Rental Show in New Orleans. JLG’s 5394RT is a high-capacity scissor lift that lets operators place more personnel, tools and materials in the platform for more productive shifts. The JLG 5394RT lift has steel hoods for toughness and auto-leveling outriggers for rapid set up. It features a standard four-foot multi-position roll out platform extension that is extremely smooth and easy to use. For even more space, customers can add an optional four-foot platform extension. “The JLG 5394RT gives users the big-job reach they need and the serviceability they want,” said Paul Kreutzwiser, JLG Industries’ global product director for scissors and vertical lifts. “The engine compartment offers easy access to all service points and a swing out tray for more serious work. The tilt-down modular ladders are easily lowered or removed for even better component access.” This machine offers excellent gradeability and is well suited to commercial construction, steel erection, paneling installation, and stadium and convention center construction. It should also find use for on-location shooting for TV and movie productions, as well as sporting events. www.jlg.com

SIDEWINDER BARRIER® adds retractable guarding to equipment

SIDEWINDER BARRIER®, a high visibility safety yellow retractable barrier is effective as a machine barrier, customized as required. The pull handle can be fitted for an interlock. Laboratory weed eater thrash testing left no vinyl panel damage. A safety yellow steel housing and solid vinyl curtain, 4' x 12', allows one person

to easily extend or retract the spring-loaded SIDEWINDER BARRIER. Simple installation requires four anchor bolts to secure the panel housing and 4 anchor bolts to secure the Receiving Post. There are six receiving hook styles to choose from, including a removable center post which allows the use of two barriers to close off up to 24'. For lighter duty applications, DOCK-ALERT®, designed for loading docks, is available with a steel reinforced PVC housing and air-thru mesh curtain. SIDEWINDER BARRIER, for inside or outside, is currently in use in combination with a safety laser beam to protect a high voltage test area, to keep employees away from a conveyor when running, can alert employees to an autoclave pit hazard, to partition a test area with different configuration, to allow limited access to a trolley barn when overhead doors are open, to divert plant traffic and to close off a road adjacent to a helipad when helicopter is landing or taking off. www.sidewinderbarrier.com

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New Products

HighJump releases supply chain intelligence solution

HighJump, a global provider of supply chain management software, announces the availability of HighJump Pulse for its HighJump Supply Chain Advantage products. HighJump Pulse is a supply chain intelligence solution aimed at increasing the availability and visibility of a business’ key performance indicators. Unlike other tools on the market, HighJump Pulse provides out-of-the-box best practice KPIs for the supply chain, along with the extensibility to build other KPIs specific to a business. HighJump Pulse integrates data from across an enterprise, including warehouse operations, to provide customers with self-service reporting and analysis. The flexibility of the solution allows users to start analyzing data immediately with the freedom to adapt the solution as a company grows and changes. Customers will leverage modern graphical dashboard technology with industry-developed standards to produce actionable, visual data. HighJump Pulse integrates with the HighJump Supply Chain Advantage suite or any supply chain management application to provide a comprehensive, consolidated view of a company’s supply chain performance. www.highjump.com

Pail transporter with powered lift eliminates manual pail handling

The Pail Lifter from Lift’n Buddy is the fast, safe, easy way to handle five gallon paint pails. As simple to use as an ordinary 2-wheel hand truck, the Pail Lifter provides workers the added benefit of powered lifting to eliminate manual handling of heavy 5-gallon paint pails. A specially designed yoke holds pails securely in place while lifting and transporting. For additional pail stability there is also an integrated pail retainer. Units can accommodate up to

3 pails at a time and lift them to an under clearance height of 35". Small and lightweight, the Pail Lifter operates in any environment including narrow aisles and high congestion areas. It is well suited for use in stores, on delivery trucks, even at job sites. Uses include; transporting paint from warehouses and backrooms to sales floors, loading and unloading pallets, stocking shelves and floor displays, loading pails onto tinters, feeding mixers and shakers, and delivering to customer vehicles. A flip down shelf allows the Pail Lifter to work equally well with case packed goods like quart or one-gallon containers. A 24-volt, 7.2 Amp hour battery provides ample lifting power for a full shifts use. A 110-volt battery charger is included with each unit. www.liftnbuddy.com

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Guy

“ Hands on monthly and great information

at your fingertips!”


New Products

SAS Automation expands tool options with Nile and MERRY offering

SAS Automation now offers the full line of Nile and MERRY tools to better serve its wide variety of customers. “SAS Automation brings decades of expertise to companies looking for automation solutions for their

business operations,” said SAS Automation President Trent Fisher. “But, our customers look to us for more than a one-size-fits-all approach. Our team excels at providing the individual solution a customer needs, whether it’s an automated, air-powered, or hand tool. Either way, with the Nile and MERRY offerings, our customers have access to whichever options suit their specific need.” Nile brand tools are air-actuated cutting tools that expertly cut plastics, metals and fabrics. The MERRY line of tools offers similar material and cutting expertise, but are hand-operated. With many of SAS customers needing a variety of cutting options, SAS has become a one-stop shop for both hand-cutting and air-actuated tools. SAS is no stranger to these cutting tools, but this is the first time SAS has offered a full line of products outside of their own engineered EOAT designs. www.sas-automation.com

www.superioreng.com


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it’s the BETTER WAY to buy and sell equipmentMHconX.com is the industry’s newest website for buying and selling equipment nationwidethat is a joint partnership of two of the industry’s most respected publications, Material Handling Wholesaler and Material Handling Network.



Fork-Co Forks & AttachmentsPH: 888.367.5260www.FORK-CO.com

FAX: [email protected]

Hook type and pin type forks, capacities to 110,000 lb. Pin type (shaft type) forks are made up in our Alvin, TX plant from stock blanks.

Fork-Co Forks & Attachments ... More than forks!

Fork Spreaders - quick detach fork spreader and pin type sideshifter manufactured in our Alvin, TX plant

Fork Covers - load protection products Made in Houston, TX

RDD 40 ROTATOR

4,000 LB Capacity

Unit Load Handling Systems, Inc., Alvin, TX manufactures heavy duty pipe clamps for forklifts from 18,000 LB to 55,000 LB capacities.

Fork-Co USA has a new web site. Visit us today at:

www.FORK-CO.comThe new Fork-Co USA Comprehensive Catalog for 2014 has been

published to the web and is accessible through the web site. Find forks, attachments, parts and accessories there.

Fork Covers - load protection products Made in Houston, TX

The new Fork-Co USA Comprehensive Catalog for 2014 has been

New Style Pipe Clamp for smaller forklifts.

WPH-AB series pipe hold down clamp fi ts to any class II, III, or IV carriage or sideshifter and has ZERO lost load center. Made in Texas

UNIT LOAD HANDLING SYSTEMS, INC.


New Products

New 77’ workhorse conveyor with pneumatic actuated adjustable guide rails

Multi-Conveyor recently built a 77' long stainless steel constructed, straight running plastic belt conveyor to move different size height and width tubs of product. This particular line incorporates adjustable pneumatic actuated guide rails that can be triggered narrow or wider based on the width of the product sizes along with a double high traffic clamp to halt production at the customer’s demand. There was a traffic clamp incorporated

that can be opened and closed while the product is in motion. The product clamp can also be closed prior to the products arrival to that point of the conveyor when a predetermined stoppage in the line is necessary. The auto pneumatically adjustable guide rails move rapidly in tandem. This guide rail system is commonly referred to in the industry as “RCO Rail” for Rapid Change Over Rail. It is most commonly utilized in overhead conveyor systems where operators cannot access the conveyors to make rail-opening changes. However, RCO’s are also utilized on floor level conveyors where rapid conveyor change-overs are needed to accommodate different product widths but do not have time for operators walk through a conveyor system changing each individual guiderail racket. The pneumatics and clamps can be placed at intervals as required by the customer. www.multi-conveyor.com

The only name you need to know for aftermarket success.

Aftermarket Services Consulting Co., Inc. • Solely dedicated to your aftermarket opportunities

• 40+ years of experience in aftermarket development

• Guaranteed performance

When you want results in your aftermarket efforts, call Aftermarket Services Consulting Co., Inc. 803-548-6707

...John is waiting to help you succeed.

Aftermarket Services Consulting Co., Inc.P.O. Box 541 • Ft. Mill, SC 29716

www.amsconco.com • [email protected] 803-548-6707

John R. Walker

Call toll-free Wy’East Products 1-888-401-5500 or visit www.clearcap.comTM

ClearCapTM Forklift Covers Every lift should be equipped!

A Clear Solution to a Common ProblemTM

Keeps seat dry!

OSHA standard 1917.43 (e) (1) (ii) clearly states, “Overhead guards shall not obstruct the operator’s view.”

• Made of rigid, high impact, non-yellowing polycarbonate plastic

• Reasonably priced protection from rain, snow, dust & sun

• Many sizes available to fit various trucks, in clear & tinted versions

Avoid OSHA fines!

Call toll-free Wy’East Products 1-888-401-5500 or visit www.clearcap.comTM

ClearCapTM Forklift Covers Every lift should be equipped!

A Clear Solution to a Common ProblemTM

Keeps seat dry!

OSHA standard 1917.43 (e) (1) (ii) clearly states, “Overhead guards shall not obstruct the operator’s view.”

• Made of rigid, high impact, non-yellowing polycarbonate plastic

• Reasonably priced protection from rain, snow, dust & sun

• Many sizes available to fit various trucks, in clear & tinted versions

Avoid OSHA fines!


COMMITTED TO TIRE SAFETY

With Pit Stop Line tires from Trelleborg you always know that your forklift is safe to use.

Trelleborg Wheel Systems have developed an innovation for our premium range tires that lets you know with 100% accuracy when your tires need replacing through a simple visual reference.

We call this innovation Pit Stop Line, you’ll call it the best tire choice you’ve ever made.

Reduce guesswork, reduce risk - tire safety made easy.

www.trelleborg.com/wheelsystems_us

NEW TIRE 33% WORN 66% WORN100 HOURS TIRE LIFE REMAINING

TRELLEBORG WHEEL SYSTEMS AMERICAS

REAL INNOVATIONREAL VALUE

DriveDriveConfidentConfidentDriveConfidentDriveALWAYS KNOW YOUR TIRES ARE SAFE


YOUR MATERIAL HANDLING

SOURCE DIRECTORYFor a direct link to these websites, visit www.MHWmag.com and click on the corresponding display ad under the category you are browsing.

E Allied ProductsE Attachments & Access.E AuctionsE Automated Storage SystemsE Automatic Identification Equip.E Batteries/ChargersE Container StorageE Controls & Information Handling SystemsE ConveyorsE Customer FabricatorsE Drug Testing Compliance

E Dock EquipmentE Drum HandlersE Electrical/Electronic ControlsE EnginesE Finance CompaniesE Fluid Power EquipmentE Insurance CompaniesE Inventory & Production

Control SystemsE Inventory And Bar CodingE Lift TablesE LP Gas Distributors

E Mechanical Power Transmission EquipmentE Non-Powered Floor

Equipment & Access.E OtherE Overhead Lifting Equipment & Access.E Packing And EquipmentE Pallet JacksE Plant Facilities EquipmentE PartsE Plant Yard Equipment

E Powered Industrial TrucksE Rack/ShelvingE RentalsE Repair ServicesE Robots, Automated EquipmentE Safety ProductsE SeatsE Storage EquipmentE Sweepers Scrubbers & BrushesE Tires/WheelsE Training Education/Assoc.E Transportation & Hauling EquipmentE Warehouse Management

E BATTERY / CHARGERS

E CONTAINER STORAGE E Container Options

1.877.422.9797 www.xtrapowerbatteries.com

• Portable Storage Racks • All-Steel Stack Racks • Pallet Stacking Frames

800-939-DYNA (3962)www.dyna-rack.com

Over 35 years experience of manufacturing & distributing quality loading dock equipment.

PH: 800.251.3382 Fax: 931.486.0316

[email protected] www.pioneerleveler.com

E ELECTRICAL / ELECTRONIC CONTROLS

www.fsip.biz • 1-800-333-1194 www.fsip.biz • 1-800-333-1194

FFFFFFSSSFSFFFSFSFSFFFSF IIIPPPPPPFlight Systems Industrial ProductsFlight Systems Industrial Products

Remanufactured ControlsRemanufactured ControlsRemanufactured Controls• Partnered With Many Leading OEMs• ISO Certified For Quality Management• Serving The Industry For Over 40 Years

www.tvh.com

(800) 255-4109

www.tvh.com

(800) 255-4109

Helping Customers Operate Better

Barcoding solutions for warehouses, distribution centers and manufacturing. Improve productivity, increase accuracy, reduce costs, and improve service.

www.supplychainservices.com

E Forks

• Pallet Truck Modifications• Turret Mast Attachment• Mechanical Attachments• Special Design Request

and Much Much More...

www.superioreng.com

ATLAS INTERNATIONAL LIFT TRUCKS5050 N. River Road • Schiller Park, IL 60176(847) 678-3450 • Web: www.atlasd2d.com

119 SizesSpecials Available

Chicago & CA Stock

E ATTACHMENTS / ACCESSORIES

E AUTOMATIC IDENTIFICATION EQUIPMENT

E DOCK EQUIPMENT

GET THE TOTAL PICTURE Sentinel has the right convex mirror for you.

Campus Crafts 160 Murray St., Rochester, NY 14606

1-(800) 733-6780www.campuscrafts.com

E ALLIED PRODUCTS


E PARTS E Cylinders–Hydraulic

E POWERED INDUSTRIAL TRUCKS E Lift Truck Wholesalers

E LIFT TABLES

E PALLET JACKS


EZ-Lift QualityScales and Scissorlifts too

Chicago & CA Stock

www.haderind.com/Hader Industries262-641-8000

15600 W Lincoln Ave, P.O. Box 510260New Berlin, WI 53151-0260

We also carry pumps, power steering units & valves.

E Emissions Analyzer

E Manufacturer/Suppliers (New)

E Manufacturer/Suppliers (Rebuilt)

E Pallet Truck Parts

E Steer Assembly (Reman)

E Tires/Wheels

www.tvh.com

(800) 255-4109

www.tvh.com

(800) 255-4109

www.tvh.com

(800) 255-4109

www.tvh.com

(800) 255-4109

Reman Engines, Transmissions, Drive Units, Steer Axles & Differentials

800-447-3967www.charnor.com

Steer Axles800-447-3967

www.charnor.com

VULKO TREAD

AMERICAN VULKO-TREAD CORPORATIONAVT

THE BEST POLYURETHANE WHEELS AND TIRES

690 Chase Ave., Elk Grove, Illinois 60007Phone: 847-956-1300 • Fax: 847-956-1339 • 800-323-6052

Website: www.avt.us • E-mail: [email protected]


800 Trucks In StockAll Makes and Models

Chicago and California Stock

Dealer Only Quick Ship Pallet Rack www.NAWLUSA.com

Cantilever Racks • Structural Pallet RacksPortable Stacking Racks • Specialty Transport & Storage Products

866.245.3630www.westpointrack.com

E RACK / SHELVING

1-816-796-7676800-896-7676

Engines, Cylinder Heads, Parts

GRINDSTAFF

www.grindstaffengines.com • [email protected]

Reman Engines/Gas, LP & CNG800-447-3967

www.charnor.com

E ENGINES


E RACK / SHELVING E New

E REPAIR SERVICES E Motors (Electric)

E TRAINING EDUCATION / ASSOCIATION E After Market

E STORAGE EQUIPMENT E Carts



Corrugated Steel Rack DeckPunch Deck® • Solid Deck

Economical • Strong • Easy Install • Fast DeliveryPainted • Galvanized • Stainless Steel

DACSinc.

800-909-4937 dacsinc.com

...is the solution to all your Electric Lift Truck Motor needs.

New • Rebuilt • Exchange • Motors • Armatures • Parts8 Locations Coast to Coast 800-435-9346

www.warfieldelectric.com



AFTERMARKET SERVICESConsulting Co., Inc.

Experience the benefits of a full-time After MarketConsultant at a fraction of the cost.

(803) 548-6707 • Email: [email protected]

[email protected] • [email protected] • [email protected]

www.rldtrans.com

Phone: 508.991.6660

Fax: 508.991.7330

E Transmissions

Reman Transmissions, Drive Units, Differentials & Torque Converters

800-447-3967www.charnor.com

VULKO TREAD

AMERICAN VULKO-TREAD CORPORATIONAVT

THE BEST POLYURETHANE WHEELS AND TIRES

690 Chase Ave., Elk Grove, Illinois 60007Phone: 847-956-1300 • Fax: 847-956-1339 • 800-323-6052

Website: www.avt.us • E-mail: [email protected]

Lift Up Your Business

Industrial Tire877-235-0102

www.continental-specialty-tires.us

✷Industrial Pneumatics-Radial & Cross-Ply✷Super Elastic Resilient ✷Press-On Bands

✷Multi-Purpose Tires (MPT)

E SAFETY PRODUCTSE TRANSPORTATION / HAULING EQUIPMENT

E TIRES / WHEELS

www.tvh.com

(800) 255-4109

GET THE TOTAL PICTURE Sentinel has the right convex mirror for you.

Campus Crafts 160 Murray St., Rochester, NY 14606

1-(800) 733-6780www.campuscrafts.com

Wholesaler offers a wide variety of advertising options to help companies get noticed.

Contact us for more information.

877.638.6190 | [email protected]


Power Steering Units Cylinders Pumps Valves Valves

Power Steering Units Cylinders Pumps Valves Valves

New & Remanufactured ExchangePrecision Remanufactured Hydraulic Parts

QUALITY & VALUEFor Over 50 Years

15600 W LINCOLN AVE P.O. BOX 510269 NEW BERLIN WISCONSIN 53151

PH: 262-641-8000 FAX: 262-641-8010A SUBSIDIARY OF HADER INDUSTRIES INC.

HYDRAULIC SERVICES AND MANUFACTURINGwww.haderind.com • e-mail: [email protected]


Advertiser’s Index

AdvAntAge MAteriAl HAndling, inc. . . . . . 19

AfterMArket ServiceS . . . . . . . . . . . . . . . . . 44

All BrAnd forklift PArtS . . . . . . . . . . . . . . 18

AMericAn induStriAl trAnSMiSSion inc . . 27

Arcon equiPMent, inc. . . . . . . . . . . . . . . . . . 7

BAy equiPMent co. . . . . . . . . . . . . . . . . . . . . 11

cHArnor inc. . . . . . . . . . . . . . . . . . . . . . . . . . 35

coMBilift ltd . . . . . . . . . . . . . . . . . . . . . . . . . 37

connell finAnce co. inc. . . . . . . . . . . . . . . 26

continentAl tire tHe AMericAS, llc. . . . . . 28

deSign StorAge And HAndling . . . . . . . . . . . 2

dynA rAck . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

engine Power Source . . . . . . . . . . . . . . . . . . 9

fligHt SySteMS induStriAl ProductS (fSiP) . . .6

flow-rite controlS . . . . . . . . . . . . . . . . . . . 33

fork-co uSA SAleS, llc . . . . . . . . . . . . . . . . . 43

forklift Pro, inc. . . . . . . . . . . . . . . . . . . . . . 38

gAtewAy rAck corP. . . . . . . . . . . . . . . . . . . 50

grindStAff engineS, inc. . . . . . . . . . . . . . . . 30

H&k equiPMent coMPAny . . . . . . . . . . . . . . 12

HAder induStrieS inc . . . . . . . . . . . . . . . . . . 49

HAMilton cASter And Mfg. . . . . . . . . . . . . . 17

HeSS AuctioneerS . . . . . . . . . . . . . . . . . . . . . 20

iron Bull Mfg. llc . . . . . . . . . . . . . . . . . . . . . 1

JAMco inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

JH tHoMAS induStrieS ltd . . . . . . . . . . . . . . 16

JoSePH induStrieS, inc. . . . . . . . . . . . . . . . . . 41

MHconX.com . . . . . . . . . . . . . . . . . . . . . . . 13, 42

Mor-vAlue PArtS coMPAny . . . . . . . . . . . . . 40

Motor tecH, inc. . . . . . . . . . . . . . . . . . . . . . . . 3

nutting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

oHio lift truck, inc. . . . . . . . . . . . . . . . . . . . 14

PHilliPS Mine & Mill, inc.

(irwin trAnSPortAtion) . . . . . . . . . . . . . . 15

PreSto liftS, inc. . . . . . . . . . . . . . . . . . . . . . . . 7

quAntuM StorAge SySteMS . . . . . . . . . . . . . . 8

rHino ruBBer, llc . . . . . . . . . . . . . . . . . . . . . 51

ruBBerMAid coMMerciAl ProductS . . . . . . 5

SAfety SySteMS & controlS inc. . . . . . . . . . 24

SHoPPA’S MAteriAl HAndling . . . . . . . . . . . 25

StellAnA u.S. . . . . . . . . . . . . . . . . . . . . . . . . . 39

SuPerior engineering . . . . . . . . . . . . . . . . . 42

SuPerior tire & ruBBer corP. . . . . . . . . . . . 31

tHoMBert, inc. . . . . . . . . . . . . . . . . . . . . . . . 29

tMi, llc . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

trelleBorg wHeel SySteMS AMericAS, inc. . .45

tvH . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1, 11, 52

weSt Point rAck, inc. . . . . . . . . . . . . . . . . . . 21

wy’eASt ProductS . . . . . . . . . . . . . . . . . . . . 44

More advertisers & resources at www.MHWmag.com

Toll Free: 888-288-9078Fax: 314-381-5908

e-mail: [email protected] address: www.gatewayrack.com

Portable Storage RacksPortable Storage RacksDealer’s Choice

• Enhances warehouse/factory efficiency• Stacks 4-5 high, nests empty• Use air space• Full visual control for inventory and handling

Easy to Find...Tough to Beat.

Warehouse: 234-678-7863 • Toll Free: 877-744-6603Fax: 888-480-8611 • www.rhinorubber.net

Take the pain out of YOUR supply chain. Join the Rhino Team!

Rhino Rubber, LLC is a global distribution company that provides quality industrial tire products and services. We are looking for dealers and distributors to be a part of the Rhino team that represents “Excellence in Service” with a commitment to the principles of continuous improvement, quality and competitive products. Our team will take the “pain” out of the supply chain process.

Join the Rhino Team. Contact us today to become a Rhino dealer or distributor. Move it exclusively…Move it on Rhino.

Easy to Find...Tough to Beat.

Warehouse: 234-678-7863 • Toll Free: 877-744-6603Fax: 888-480-8611 • www.rhinorubber.net

Rhino Rubber Warehouse • 275-299 N. Arlington Rd. • Akron, OH 44306

Take the pain out of YOUR supply chain. Join the Rhino Team!

Rhino Rubber, LLC is a global distribution company that provides quality industrial tire products and services. We are looking for dealers and distributors to be a part of the Rhino team that represents “Excellence in Service” with a commitment to the principles of continuous improvement, quality and competitive products. Our team will take the “pain” out of the supply chain process.

Join the Rhino Team. Contact us today to become a Rhino dealer or distributor. Move it exclusively…Move it on Rhino.

Anythingtoeaseyourburden.

Material Handling Wholesaler June 2015

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