FEBRUARY 27, 2014

INSIDE THIS ISSUE ‘Get Switched On’ was the theme of the 2014 Annual Dealer Meet-ing in January, and the challenge Thermo King leadership has asked all Thermo King dealers and personnel to rally behind this year.

“I like the theme because it gener-ates excitement AND challenges Thermo King to turn it up another notch this year. This means under-standing strategies and performance expectations. It means doing what it takes to meet objectives and more importantly, customer needs,” said Martin Duffy, vice president & general manager, Thermo King North America.

The Dealer Meeting brought together dealer principals and Thermo King leaders to celebrate the progress made in 2013 specifically within the core strategic areas of product excellence, channel excellence and growth, and to discuss the continued focus in 2014.

Product Excellence Thermo King’s product management and engineering functions are excited to continue building product roadmaps and develop new technol-ogy. Telematics continues to be a growth engine for Thermo King and is critical to product success moving forward. In the field, a greater focus will be put on competitive

2 Dealer Service Manager of Year

3 Dealer Parts Manager of Year

4 Dealer Sales Manager of Year

5 District Service Manager of Year

6 District Sales Manager of Year

7 National Accounts Manager of Year

8 Bus Manager of Year

9 Bus Dealer of Year

10 Northeast Region Dealer of Year

11 Southeast Region Dealer of Year

12 Midwest Region Dealer of Year

13 Western Region Dealer of Year

14 Get Switched On / DAC Awards

knowledge tools, aggressive product marketing and trailer option incentives for dealers.

Channel Excellence Having the best, most extensive dealer network is a competitive advantage for us today and can be an even greater advantage in the future. Thermo King plans to support this transformation through expand-ing LEAN programs for dealers, 100%

“Delivering best in class and consistent customer experiences requires an external mindset and bias to action by everyone. Investments in facilities, people, processes, technology, mobile assets, and training are all part of delivering excellence in product and customer service.” - Martin Duffy

Continued on page 14.

SPECIAL 2013 AWARDS ISSUE

Congratulations to all 2013 dealer and corporate award winners. Read their stories and be inspired.

2013 Dealer Service Manager of the Year Kirk Selman, CSTK, St. Louis, Mo.

HAVING THE RIGHT PEOPLE IN THE RIGHT PLACE AT THE RIGHT TIME … That’s Kirk Selman’s se-cret to running a smooth service department. Service manager for CSTK of St. Louis, Kirk manages 32 people (29 technicians) in two different CSTK locations, each with two shifts. No doubt, his 24 years of industry experience—9 with CSTK—help him, but he is quick to say it’s the support he receives that makes it all look easy.

“I have the support of everyone at our dealership, from ownership, service writers, parts and sales personnel, to my technicians, as well as other CSTK and dealer locations and my Thermo King corporate partners. Success is the service department is absolutely a team effort,” explains Kirk.

Of Kirk’s 29 technicians, 7 are Master CERTI-TECH certified. This is no small feat and Kirk is very cognizant of keeping everyone up-to-date on training.

“I create and use a spreadsheet that lists all of our technicians and their required training dates: for Thermo King, safety and trailer repair. I then play a PowerPoint presentation on a flat screen in the employee lunch room with the testing and training dates one month in advance for all to see. We also post the information in the shop and set out email reminders so there are no excuses to fall be-hind!”

Training customers is also important to Kirk. “We have noticed that customer buyers are more likely to buy what their technicians are comfortable working on. Because of the influence these technicians have, we want them to be comfortable working on the units and/or diag-nosing them. Our district service manager, Dan Harris is a very large part of these trainings and is close to

the customer base as well.”

In 2013, Kirk added two service estimators and trucks to better service customers through mobile service.

“This has helped us counter the restraints customer drivers often have when it comes to available drive time as required by the DOT. If they are out of hours and cannot bring their equipment to us, we go to them. These are all additional services we can provide to limit customers’ downtime.”

For Kirk, highlights of 2013 center around the increased knowledge base of his technicians and the development of CSTK’s safety culture. The dealership has undergone an extensive culture change when it comes to implement-ing safety strategies, and in many aspects, their own LEAN activities.

“Not only are we operating more safely by ensuring mandated requirements are met, but productiv-ity has improved due to positive changes in organization and process improvements.

“I feel with safety and training in the forefront of the business, we can’t help but be successful. Our owner-ship supports all of our needs in these areas and employees have been very open and receptive in making changes.”

TKDN—Page 2

Kirk Selman

“I feel with safety and training in the

forefront of the business, we can’t

help but be successful.”

2013 Dealer Parts Manager of the Year Sue Stoduto, CSTK East, Philadelphia, Pa. WINNING TOGETHER … With 28 years’ experience under her belt, Sue Stoduto has not only built sold relationships but also successful work strategies when it comes to managing people, customers, and time. Her knowledge, leadership and commitment to a team philoso-phy have delivered much success to CSTK’s Parts Department through the years and 2013 proved to be a record.

“We have an amazing team both within CSTK and at Thermo King Corporate,” said Sue. “Everything we do is a team effort. Communication is constant. Goals and objectives are clear. We work together and we win together.”

While this mentality is beneficial in all areas of the Thermo King business, it is vital when working within the bus industry, an area that consumes a large part of Sue’s time and energy. “We are very engaged in the bus business here at CSTK and work hard to win every part order. I monitor bids daily to make sure we don’t miss any opportunities. If we don’t get an order, we do our home-work to try and figure out why.”

Solid relationships with customers help, but so does the scrutinized log Sue keeps that highlights wins and losses with bid amounts indicated. She shares the information with her corporate team so that next time everyone is prepared to compete. “Sometimes, there is nothing more we can do, but other times, we see that we were very close in the race. If that’s the case, we can often get creative to win the order next time. This record keeping has really helped us figure out what it takes to stay competitive in the bus parts business,” said Sue.

Success came on the truck and trailer side also. Targeted customer lists helped Sue’s team stay on top of key

competitive accounts they had set their site on. They created action plans to help them get in front of customers with after-market parts value propositions. This included altering schedules when possible to meet with customers before the competition got there. “This helped us win some business last year,” explained Sue. “It allowed us to learn more about the customer needs and gave us valuable information on what we could do to win more business … and it wasn’t always price.”

Investments in additional staff have helped in CSTK’s parts sales efforts by providing even better customer service. “We can get in front of customers more often. We have dou-bled our parts delivery days. We have a faster response. We simply can provide better service,” explained Sue.

For Sue, highlights of 2013 were the dramatic parts sales increases in her Allentown and Scranton locations and winning back several customers. However, she is most proud of how everyone works as a team to sell parts. Not only does this include her parts specialist, but also the support from service and unit sales, as well as Thermo King Corporate. “It’s never just one person. We always win together.”

TKDN—Page 3

Sue Stoduto

“Everything we do is a team effort.

Communication is constant. Goals and

objectives are clear. We work together

and we win together.”

2013 Dealer Sales Manager of the Year Britt Garrett, Thermo King Intermountain, Salt Lake City, Utah

BEHAVIORS BREED BEHAVIORS Now that’s a philosophy that great leaders understand, and Britt Garrett is no different. As the general manager at Thermo King Intermountain (TKI) who has significant sales account duties as well, Britt leads by example in whatever hat he is wearing. He treats customers with respect and offers the cus-tomer service expected from the leader in transport refrigeration.

“Customers are our focus – first and foremost,” said Britt. “We never take a customer – large or small -- for granted. It is a culture here at TKI, emanating from the top down. We tell customers what we know and truly believe about the Thermo King product and service. And it’s always a team effort.”

It’s that attitude that helps Britt, and his team, achieve success and also gets them through the challenges.

“The interest in the Precedent™ platform exceeded our expectations last year, and that was a good thing! But it brought a few challenges in deliveries and product availability.” Britt headed up a team to address and correct a mounting bracket issue that was delaying deliveries.

“Through TKI, OEM partners, other Thermo King dealers, and corporate support, a team that was ‘greater than the challenge’ was assembled. When that happens, we all win,” said Britt.

A big part of Britt’s success last year was due to his emphasis on educat-ing customers on not only Precedent but all of Thermo King’s solutions that can help customers. “We still have small fleet customers struggling in the market. We meet regularly to show our partnership and share the ways we can help reduce fuel con-sumption or relieve cost burdens in their fleet with aftermarket programs or part programs.”

Looking back to last year, there are many accomplishments that stand out for Britt but two are at the top of the list. One was a competi-tive account win that took years of relationship and trust-building.

“This particular account had been the pride and joy of our competition for a long time,” explained Britt. “We just didn’t give up on it and the value of the new product platform helped us gain 50 percent of their order last year. That was a nice win.”

Equally meaningful for Britt was a call he received from an OEM partner who simply offered grati-tude for the way TKI works with his staff. “He called to thank me for how our sales people work with him and said how much he appreciates the trust, respect and service. He’s not a traditional customer but that spoke volumes to me about my guys and our commitment to customers. I was very proud of that.”

Britt is excited for the future. Organizational changes have diversified TKI staff responsibilities that will only further improve cus-tomer service capabilities. The deal-ership will be moving into a brand new, modern facility soon that will also improve the customer service experience. And he’s anxious to see

TKDN—Page 4

Britt Garrett

how the success of 2013 carries into 2014.

“We had another good year, but the success goes far beyond me… it’s the people of TKI and our partner-ship with Thermo King. We have the product, the dealer network and the people to truly offer value to customers … We are a great team. Thermo King is a great brand to ride for!”

“Customers are our focus – first and

foremost,” said Britt. “We never take

a customer – large or small -- for

granted. It is a culture here at TKI,

emanating from the top down.”

2013 District Service Manager of the Year Mike Johnson, District 9, Southeast Region

PRICELESS PERSPECTIVE … Mike Johnson has been an amazing resource within the Thermo King field since he assumed the district service manager position in 2008. This not only due to his knowledge of the products but also because he previously spent more than 15 years as a dealer service manager. His perspective on dealer and customer challeng-es have proved to be a priceless asset as he works through the additional challenges he faces on the corporate side.

“Understanding everyone’s perspective is very important in this business and resolving issues quickly and accurately is a priority to maintain profitability,” said Mike. “We have to work as partners with our dealers and customers. Success must be mutual.”

Mike makes this happen by being on the road three out of four weeks a month, working closely with his sales counterpart to provide the support dealers and customers need throughout his district. While providing fast response to issues is imperative, Mike spends a lot of time on the education side of things as well. Training customers and dealers is a priority.

“This is a critical focus point for me. I help dealers stay on top of needed certifications so that they can pro-vide the top-notch service customers expect and so that they oblige by corporate guidelines. I’m very proud that all technicians in my district met certification requirements and goals last year.

“Customer training is important also. At a minimum, we want them to be comfortable with the equipment they are running. If they are not, they will choose something else. That’s one reason I work so closely with my sales partner, Tom Moore. We are focused on the same goals

and work in tandem much of the time.”

Mike’s commitment to the team is valued by all and puts him in the middle of issue resolution campaigns, product performance tests, data analyzing, dealer rapid improve-ment events, and more … all contrib-uting to overall effi-ciency improvements of fleets, dealerships and Thermo King as a whole. And while he’s the ‘go-to’ guy for these larger issues, he is valued more for his day-to-day activities.

For dealers, he tire-lessly supports service operations and helps maximize overall revenue and profita-bility goals. Customers find Mike’s expertise hard to beat and appreciate his prompt service support efforts to keep operations flowing smoothly. They appreciate that Mike has developed a thorough understand-ing of their business through the years and have no reservations when it comes to picking up the phone to talk with him about issues.

“We work as one Thermo King in District 9 and my dealers are my partners. Together we create an environment of success and I was happy to help dealers meet service quota goals and tackle the opportu-nities that came our way in 2013.”

TKDN—Page 5

Mike Johnson

“Understanding everyone’s perspective

is very important in this business and

resolving issues quickly and accurately

is a priority to maintain profitability.”

2013 District Sales Manager of the Year Cliff Bridwell, District 10, Western Region THE ONLY CONSTANT IS CHANGE For Cliff Bridwell, a Thermo King veteran who has been providing sales support to dealers in the West since 1986, adapting to the constant flux of the customer base has become a norm. His experience, along with strong dealership support, provides a practiced ability to adjust to this long-standing challenge of the West Coast market.

“I work with an outstanding dealer group and a corporate team second to none. We work well together and understand that there is no set ‘game plan’ to follow here … This is the original land of opportunity so we deal with an ever-changing customer list that poses unique challenges, often in the form of ethnicities and cultural differences,” explained Cliff.

The customer list is also long and made up of many smaller fleets. This means that Cliff and the 17 dealerships he supports work hard for orders commonly made up of three or less units. “It’s the nature of our market. Business comes and goes here and many larger customers are based out of state now due to environmental and state regulations. These challenges make relationships and teamwork between dealers and corporate even more imperative.

“We support and trust each other, and we work together for the win-wins. Sometimes it takes compromise, but that’s not hard when you have a solid relationship built. And no matter what, my dealers and I agree … the customer always comes first.

Strategizing has become a key activity for Cliff and his dealerships. This is often customer-specific but goes beyond what day of the week a visit will be scheduled or what information will be covered.

“Often it’s recognizing how a market is changing, who the players are, and

where the relation-ship-building time should be spent,” explained Cliff. “It’s not often the final decision-maker any more. It might be someone down the chain who influences the decision. Truck unit sales are a great example. Today, it’s far more valuable to have a relationship with the chassis guy, the dealer. He’s the one who helps get the reefer sale. We need to keep him educated on our product and performance so he can tell the end user which unit they need.”

Owner-operators are often another tough nut to crack but Cliff and his dealers are building relationships and making inroads by again, changing their game.

“Thermo King Fresno, the Western Region Dealer of the Year, has overcome language and cultural barriers with one particular owner-operator communi-ty that has boosted business considerably. It took time, effort, patience and trust-building,” said Cliff.

Those are the stories that Cliff likes to tell. “Thermo King’s success is not all about the product … it is our dealer organization. They make the difference. They build the relation-ships and provide the quality. They are the ones who deliver and make the customers want to come back.

TKDN—Page 6

Cliff Bridwell

“I am proud to work with my dealers, to stand by them and to help them achieve their objectives. We have a corporate team in place that truly wants to do what is right for our dealers, our customers and for Thermo King. We are in this together, and it’s very rewarding.”

“We support and trust each other, and

we work together for the win-wins.

Sometimes it takes compromise, but

that’s not hard when you have a solid

relationship built.”

2013 National Accounts Manager of the Year Rick Boily, Strategic Accounts, Rail Service ALWAYS ON TRACK … Both literally and figuratively, Rick Boily, the Thermo King’s 2013 National Account Manager of the Year, is just that … always on track. Responsible for strategic accounts in rail service, Rick has been in the transport refrigera-tion industry for more than 30 years. He’s been in Thermo King service management positions for 14 of those years and has specialized in the rail business for 3 years.

He travels approximately 4 days a week, 48 weeks of the year, and although he doesn’t travel via rail, he is plugged into every customer reefer unit on the rails 24/7, 365 days a year via computer. Needless to say, Rick keeps everyone on track -- and on the tracks for that matter.

This is no easy feat … especially in the winter time when the change of temperatures and climates pose fuel gelling and battery issues. Rick is constantly educating customers on fuel choices, and he’s monitoring reefers throughout North America to ensure all are operating smoothly. Telematics has really assisted with the monitoring and control of rail units, which are unattended for weeks at a time.

“This is an area I spend much time instructing customers on these days,” said Rick. “Explaining how Thermo King’s TracKing™ technolo-gy works and finding solutions that meet their needs.”

Indeed, training is a large component of Rick’s job in general – not just with the rail units themselves and telematics, but also with proper rail yard procedures and etiquette. “Rail yards are dangerous places and all dealers need to be properly trained to be safe and to be allowed in the yard,” explained Rick. “I am training someone on something every single week.”

Solid relationships within the close-knit rail community as well as tireless response and exceptional customer service contributed to major successes and inroads with many customers in 2013 for Rick and Thermo King’s rail team. He works in tandem with Doug Moore, who is on the sales side. “We travel together, and work closely with the dealer organization to ensure customers are taken care of … a team-oriented approach is the only way to stay fully engaged with rail and manage it properly,” said Rick. “I couldn’t do this without Doug.”

Today, approximately 70 percent of Rick’s time is spent supporting boxcar customers, while 30 percent is spent be-tween domestic rail container and trailer on flat car customers. “Both segments are growing quickly and because rail is such a cohesive community, excep-tional service support is essential. Customers talk, even big competi-tors. This means we need to deliver the best we can, in product and service, day in and day out.”

The SBRR unit has become Thermo King’s premiere rail unit and helped establish Thermo King as a reliable provider to the industry. The unit will soon be transitioned to the Precedent™ rail unit to oblige EPA

TKDN—Page 7

and CARB requirements. Rick is working with a couple customers now who are testing the new unit.

“2014 is a big transition year as we introduce the new rail units and get dealers and customers educated on the new technology. Relationships and fast response will continue to be important,” said Rick. “I urge dealers who are not currently involved in the rail business, to get involved now. It is a fast-paced, exciting industry to work with.”

Rick Boily

“(Telematics) is an area I spend much

time instructing customers on these

days… Explaining how Thermo King’s

TracKing™ technology works and find-

ing solutions that meet their needs.”

2013 Bus Manager of the Year Steve Kohanski, Northeast Region Bus Service Manager

WHATEVER IT TAKES … Now that almost sounds like a movie title but in actuality, it would make a fine motto for Thermo King’s Bus Manager of the Year, Steve Kohanski. It certainly should be in his job description because it best describes what Steve does day in and day out to take care of customers ... and that’s ‘whatever it takes.’

Steve has been with Thermo King for nearly 8 years, but 2013 marked Steve’s first year as a bus service manager. And he certainly made an impression.

“I knew what to expect coming into this job,” said Steve. “I knew the pace was fast, and I was ready to hit the floor running. The first thing I did learn was that the word ‘typical’ is not in a bus service manager’s dictionary! My days can shift on a dime. Prioritizing calls and accommodating high-level issues are the only norm.”

Steve is on the road most days, usually with his sales partner, Gina Williamson, travelling from transit customer to transit customer, meeting with dealers and working together to address issues and offer training on new product lines. He was learning himself last year, primarily on the Shuttle product line, and helping to spread the word to customers that Thermo King had a reliable Shuttle product.

“We actually worked in tandem with dealers and Thermo King shuttle personnel to build relationships with the bus builders and shuttle customers,” said Steve. “I believe that the efforts paid off and that customers understand that Thermo King is not only a valid supplier of Shuttle HVAC products but has 75 years of valuable experience to back it up.”

Working with people all around the world was both challenging and exciting for Steve, providing a very global perspective of Thermo King’s product line. “It’s another example of doing what it takes to find a fix or make things right with a customer. There is zero time to waste, especially during the hot, A/C months. Problems simply need to be fixed ASAP to keep busses running,” said Steve.

Steve routinely gave up vacation days to address customer requests, including weekends when surveys or testing needed to be completed. He worked overnights/weekends to resolve issues. He identified and drove product campaigns to fix problems. He drove 90 miles from his home after work hours to provide last-minute installation support for a customer and to help identify shipment and delivery issues.

“These are just a few examples of Steve going above and beyond in 2013. He always puts the customer first and is a true team player,” said Neil Tamppari, Thermo King director of Bus HVAC.

For Steve, doing whatever it takes o please customers and perform on this job goes beyond himself. He’s thankful for the dealers and the corporate team that supports him. Most of all, Steve is thankful for his family.

“The encouragement they give me is everything,” said Steve. “I couldn’t do this job, or accomplish all that needs to be accomplished without their support and understanding.”

TKDN—Page 8

Steve Kohanski was unable to attend the Dealer Meeting and

Awards Banquet in order to attend to a customer’s need.

“We actually worked in

tandem with dealers and

Thermo King shuttle

personnel to build

relationships with the

bus builders and shuttle

customers. I believe that

the (Shuttle product)

efforts paid off and that

customers understand that

Thermo King is not only a

valid supplier of Shuttle

HVAC products but has

75 years of valuable

experience to back it up.”

2013 Bus Dealer of the Year Thermo King of North Florida

NO STOPPING THIS BUS … Assimilated. Integrated. Engaged. All are words that describe Thermo King of North Florida’s participation in the bus market. The dealership has been an active participant in the business for 34 years and leading the charge for most of those years has been John Pratte. With that longevity, and the relationships that have been built with transit, shuttle and school bus customers, the dealership is viewed as a trusting partner rather than just a vendor.

In 2013, Thermo King of North Florida yielded consistent wins in complete system specifications, aftermarket parts sales and service work. While the bus industry primarily operates on a bid system, the relationships Thermo King of North Florida has established help tremendously.

“Of course it helps because we are ‘in the know’ when a bid is coming up, but we also are able to get insight that will help increase our chances for the order. Our experi-ence is an asset also as it helps us to ‘word’ bids correctly, often giving us the upper leg,” said John.

Those long-standing relationships spoke volumes last year when the maintenance director for the Jacksonville (Fla.) Transit Authority (JTA) transferred to the Savannah (Ga.) Transit Authority (STA). Because of the relationship devel-oped at JTA, an all-Thermo King fleet, the director was instrumental in getting Thermo King specified at STA also. “That meant a lot to us … for the business, but more for the belief he has in us and the Thermo King product,” said John. “To top it off, our long-standing presence at JTA will continue as the new director there knows us well also.

“I learned long ago not to by-pass anyone when establishing relation-

ships. I make sure I get to know as many people as I can from the bus washer, to the technicians, to management. Most seem to stay in the industry; I’ve seen it happen time and again. The bus washer today may be making the purchasing deci-sions tomorrow!”

Thermo King North Florida created suc-cess in aftermarket sales as well last year, with a successful R-407C refrigerant conversion topping the list.

“With R-22 costs ris-ing, the conversion makes sense and will save the transit mon-ey in the long-run. Our relationships allow us the time to educate the custom-ers on these decisions and they trust our expertise in the industry,” said John. “We have become advisors on what changes are coming and what products are wise choices for our customers.”

The dealership, which has locations in Jacksonville and Ocala, Florida, as well as Savannah and Statesboro, Georgia, enjoys ‘one source provider’ status with some customers as well.

“Basically, we have worked out a guaranteed parts pricing on invento-ry they maintain, and a 48-hour delivery promise to our larger customers if they don’t have the part on-hand,” explained John. “Every six months, we re-visit the inventory and rotate non-moving parts. It’s been another nice service for customers and for us.”

TKDN—Page 9

Thermo King North Florida found success on the shuttle side of business as well, and winning the first shuttle bus order in Savannah was a highlight. “We are very proud of the work we do within bus and all we’ve accomplished. We have a great team involved – both here at the dealership and at Thermo King Corporate,” said John. “It’s a business that takes time and commitment, but the rewards are worth it.”

John Pratte accepted Thermo King of North Florida’s 2013 Bus Dealer of the Year award.

2013 Northeast Region Dealer of the Year Temperature Control Solutions, Inc.

“CUSTOMERS DON’T CARE HOW MUCH WE KNOW UNTIL… THEY KNOW HOW MUCH WE CARE.” … These are words Roger, Jeanette and Michael Cornett have incorporated into their culture at Temperature Control Solutions, which is comprised of Thermo King of Raleigh, Thermo King of Wilson, Thermo King of Fayetteville, and Thermo King of Henderson. And with the success Temperature Control Solutions yielded in 2013, it’s clear that their customers truly understand both.

The company experienced growth in all locations, winning new business, winning back lost business and increasing existing business. The success did not happen overnight. It took dedication, investments and a lot of hard work.

A big part of the story stems from major facility investments in both Fayetteville and Henderson and the market challenges Temperature Control Solutions staff tackled head-on. In Fayetteville, a trust in Thermo King had to be built. “Showing customers how much we care, and that we are committed for a long-term partnership in the area, was imperative,” said Roger. “Our efforts started to pay off in 2013.”

Henderson posed a different challenge as Thermo King had never had a permanent presence there. “Marketing, marketing, marketing. It started with a huge grand opening in conjunction with the Precedent™ Road Show, but it continued with billboards, Google ads and a very tall Thermo King sign that we were so proud to erect,” said Jeanette.”

While both locations were being built from the ground up, the Cornett’s were investing in other areas as well. They conducted a Lean process event at their Raleigh

location and learned that there is always room for improvement. “We spent a lot of time on our paperwork flow process, reducing the number of touches it takes for processing,” explained Michael. “We also made tremendous improvements with our shop tools – re-classifying, re-organizing and labeling every-thing. It’s made a big difference in productivity. In addition, we added a customer lounge which gives our customers a comfortable place to wait while they are waiting for their service work.”

In addition, three new service trucks were added to the Temperature Control Solutions fleet and new technicians and salespeople were added to their team. All of the above positioned the dealer for success, but it took a comprehensive effort by the entire dealership family to build the relationships and show custom-ers that they not only care about

TKDN—Page 10

them and their business, but that Thermo King has the solutions to meet their needs.

“I’m just so proud of all the progress and accomplishments made the past couple years,” said Jeanette. “Our people have done an amazing job and embraced the challenges of building loyalty and trust by putting customers first.”

“We are proud to represent Thermo King and are excited about the positive direction we are headed,” continued Roger. “It’s a great feeling to know Thermo King Corporate is also invested in our success and has the right people in place to help us drive business and support all dealers within the Thermo King network.”

Michael, Jeanette and Roger Cornett

“Our people have done an amazing job and embraced

the challenges of building loyalty and trust by putting

customers first.”

2013 Southeast Region Dealer of the Year Thermo King of Dallas, Dallas, Texas

RAISING THE BAR … This is the third Dealer of the Year honor in four years for Thermo King of Dallas and it’s indicative of the established, disciplined, commit-ted approach that this dealership, and the entire Convoy Servicing Company, exercises each day. Guided by a seasoned leadership team, they operate strategically and take care of their customers. They set high expectations for themselves and work a designat-ed plan to achieve success. And each year they raise the bar a little higher.

In 2013, that bar was raised to include many specific goals such as surpassing Thermo King’s AOP and Driving to Excellence goals, capitaliz-ing on local marketing opportunities, growing aftermarket sales, and more. Besides financial growth goals, the leadership team also establishes goals that are more philanthropic in nature such as supporting charitable causes, and they work with employ-ees to create personal development plans as well.

“We understand that well-rounded employees and putting efforts into the community as well as our busi-ness make us a better, stronger company,” said Bill Niesman, president/CEO. “And it certainly makes us better people.”

Undoubtedly, goals alone do not create success. It takes action and Thermo King of Dallas ensures the right activities are being conducted to achieve the goals while combat-ting challenges along the way. Transitioning to new products last year was at the top of the list. “It was a game re-set in many ways,” explained Bill. “Everyone had to get out of their comfort zones a bit. For us, it was in talking about and de-fending the new technologies. For customers, it was being willing to embrace the change.”

When it came to aftermarket growth goals, dealership staff worked hard to build closer relationships with customers so that they could get a better picture of the company’s inner workings and cost concerns. “The goal is to learn about and better understand the customer’s pain points,” said Jim Marino, executive vice president. “That knowledge allows us to offer products and services that will help alleviate those costs.”

Thermo King of Dallas is not afraid to think outside of the box to get business or look for improvement opportunities. They have 9 techni-cians stationed at 4 different customer locations so to provide better service. “This ‘outsourcing’ of our employees not only benefits the customer, but it helps us to gain a better understanding of the customers’ business and additional

TKDN—Page 11

opportunities,” explained Bill.

Strategic planning goes beyond achieving business goals. It also translates into company growth initiatives. One example is Thermo King of Dallas’ participation in a trial program that involves real estate marketplace mapping and valuation to research prime areas for a future move. “We know we need to move our location sometime in the near future,” said Bill, “but this process should give us the information we need to make a sound decision if and when the time comes.”

Thoughtful planning, investments and collaboration – with employees, customers, Thermo King dealers, and Thermo King Corporation -- are all part of Thermo King of Dallas’ culture and desire to achieve the win-win-win scenarios that not only defined their success in 2013, but will carry them into the future as well.

(L to R) Mark Schultz, Jim Marino, David Little, Tricia Daniels, Lester Bell, Bill Niesman and Deke Knowlton.

2013 Midwest Region Dealer of the Year Thermo King Sales & Service, St. Paul, Minn.

PERSISTENCE WINS … Under the leadership of Dan Santarsiero, a third generation family owner, Thermo King Sales & Service is a consistent performer. The dealership focuses on relation-ships and delivering service excellence. Long-time employees within management have helped establish a trusting customer base and a culture of persistence, while recent employee invest-ments position the dealership well for the future. This includes Dan’s son, Brian, who represents the fourth generation of the Santarsiero family.

“We did some staff restructuring to underscore people’s strengths and further enhance the customer expe-rience while increasing efficiencies and profitability,” said Dan. “Jeff Pengra was hired as general manager and sales manager in our St. Paul, Minn. facility, bringing another 35 years of industry experience to our staff. We also added some younger employees who bring new energy and ideas. The investments have allowed us to refocus our sales effort and played a big part in our success and growth in 2013.”

No doubt, the combination of experience and young blood made for a winning combination. “Those of us who have been around a while understand that it often takes time to win a customer over. Patience is needed to develop relationships and build trust,” said Jerry Berg, CFO. “Even with existing customers, new products and technologies are not always accepted immediately. It takes education and patience for the time to be right.”

The time was right for many Thermo King Sales & Service customers in 2013.

One example was a large TriPac™ APU win with a non-refrigerated fleet. “It was an account we’ve

worked on over the years. They ran all competitive APUs and we just kept visiting with them, kept sharing the features and benefits of TriPac. Last year was the year the customer decided enough was enough of the old, and we won the order,” explained Jerry.

Other examples include the successful conversion of a long-time Carrier™ customer by Mike Conrad, general manager of the Des Moines, Iowa facility, along with progress in selling the value of TracKing telematics. Persistence with custom-ers also led to a huge boost in vehicle powered truck and van unit interest and sales, which resulted in gaining several new customers.

Of course, the transition to Precedent™ played a big part in the dealership’s efforts last year as well. Staff worked hard to educate customers on the many units and options available, streamlining messages to individual fleet require-ments and needs, and illustrating the value of the technology.

Topping the list of Precedent highlights was Marten Transport.

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“Matt Greibrok (general manager at the dealership’s Albert Lea, Minn. location) and his team have done a phenomenal job training and educating Marten’s staff to under-stand the operation and savings involved with the Precedent product,” said Dan. “The time this team spends with the customer is hard to put a value on … The relationship wouldn’t be the same without it. They have really envel-oped themselves into the customer’s operations to truly show the value behind Precedent and what we offer.”

Treating its customers with respect, integrity, and just the right amount of persistency from staff enabled Thermo King Sales & Service to not only have a phenomenal 2013, but also has positioned the dealership for continuous success in 2014 and beyond.

(L to R) Dan and Bonnie Santarsiero pose with Stephanie and Brian Santarsiero

2013 Western Region Dealer of the Year Thermo King Fresno, Inc., Fresno, Calif.

Thermo King Fresno had a phe-nomenal year, exceeding quotas and tallying record sales in every category despite serving a market that consists primarily of small fleets, and one or two unit orders.

“Our experienced staff embraces every order – big or small, and works hard to become consultants to our customers,” said Cornelius Van Beek, sales manager. “We value each and every customer and do what we can to insure total customer satisfac-tion.”

Establishing long-term relationships with the trailer OEMs has contribut-ed to Thermo King Fresno’s success in the owner-operator market, as has embracing new customer segments within that market. Cornie and his staff took the time to understand cultural differences and expecta-tions, essentially removing barriers to reach a non-traditional customer base. “Once we established the trust and delivered the reliability and service they desired, we became the vendor of choice to the close-knit group.”

The Precedent™ product platform played a significant role in the deal-ership’s success also. The dealership did a great job preparing its market for the new product, educating customers ahead of time on the value proposition, EPA and CARB requirements and pricing details so that orders would come earlier in the year, rather than later. The conversion of two big Carrier ac-counts to the Precedent S-600 was a highlight for the team.

“The engine compliance require-ments really made a difference for us in winning those orders,” said Cornie. “These customers keep their trailers 12-14 years. They didn’t want to replace an engine in 7 years, and

they didn’t want to use a diesel particulate filter or the added maintenance expenses that would involve. We had the solution they needed.”

While there are many reasons Thermo King Fresno created one of the most successful years in its history, the backbone lies in its dealership team. Experience of 20-30 years in each department says much and allows solid relationships to be built. Low turn-over and solid work ethics deliver great customer service and that’s something the dealership team strives to deliver. “We also appreciate the support Thermo King corporate provides, especially Cliff Bridwell who has worked with us for more than 20 years now,” said Cornie.

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Thermo King Fresno will be making a move in 2014, after 40+ years in its current location. A much larger foot-print will allow bigger Service and Parts Departments and more parking lot space, all of which is paved. The facility, which sits on 6+ acres is highly visible from the highway and will provide much-needed space that the dealership had long out-grown in its current location.

“We are excited to continue the momentum we established in 2013,” said Cornie. “Our new facility will enable us to grow and expand service capabilities. We will remain focused on our customers and continue adapting to their changing needs, which is a constant in our market. But that’s OK, because change brings opportunity!”

Norm Nelson and Cornie Van Beek

Embracing Every Order, Every Customer

… continued from cover

system integration, and creating world-class customer experiences both at the dealer level and from Thermo King.

Growth While Thermo King has strong market share in truck and trailer markets, there remains plenty of opportunity within APU, parts and service markets. Delivering on the aftermarket programs and products will be critical to our success moving forward. Additionally, the APU mar-ket is still developing and waiting for Thermo King to take it by storm.

“To be successful in these focus are-as, it continues to take a One Thermo

King mentality and effort,” said Martin. “Delivering a best in class and consistent customer experience requires an external mindset and bias to action by everyone. Investments in facilities, people, processes, tech-nology, mobile assets and training are all part delivering excellence in product and customer service.

“We have the structure and people in place at corporate to offer sup-port. We have a committed, proud dealer base that is ready to deliver value each and every day. We have the industry leading technologies that put us at a distinct advantage moving forward.”

TKDN—Page 14

Our 2014 Commitment Make each other better

Treat every customer like they are the only one

DEALER MEETING HIGHLIGHT: Ray Pittard presented retiring Steve Shawley, who was a special guest at the meeting, with a Lifetime Achievement Award specifically calling out his contributions to the Thermo King business.

Thank You Outgoing DAC Dealer Members

Mike Rudnick Mike Mirro

Product Excellence

Mark Schultz Ritchie McQueeney

Growth

Dave Peterson Mike Nelson

Product Development

Jim Christian Jake Jennings

Technology

JR Zundel Jim Marino Mike Phagans

Thermo King Corporation 314 West 90th Street Minneapolis, MN 55420 Phone: 1-952-887-2200

To submit ideas for the next edition of TKDN,

contact Shannon O’Neill at Shannon_O’Neill@irco.com or 218-963-7489.