John Millard- Product Support
586-256-1261
john.millard@michigancat.com
PRODUCT SUPPORT Tips, News, and Entertainment
Tuesday, May 3, 2011
How to Videos for MTL's and SSL's (PM, Inspections)
In effort to help our smaller "Do It Yourself" customers, Michigan CAT has put together three instructional videos on Daily Inspections, 250 Hour services, and Problem Diagnosis/ Frequently Asked Questions. If you would like more info, such as an inspection checklist or 250, 500, 1000 and 2000 hour parts kit numbers please contact me. Feel free to leave comments if you have suggestions for other videos or if you would like to let us know what you think about them!
John Millard- Product Support
586-256-1261
john.millard@michigancat.com
John Millard- Product Support
586-256-1261
john.millard@michigancat.com
Operator Technique and Your G.E.T. ( How to Reduce Costs)
Your bucket teeth and cutting edges are trying to tell you how to save money, are you listening?
We understand that many customers work in a variety of conditions, however there are a few fundamental pieces of information that could save you $1000's of dollars in owning and operating costs, specifically G.E.T.
Operator technique is a critical element of any operation, however what we usually
focus on is the horsepower, speed, controls, etc.!!!!!
We’ll also look at examples of worn iron (GET ) to gain an understanding of how
we can use this as a management tool to get the most out of the machine which help
minimize the operating costs
correctly for it to deliver the best bottom line performance.
GET management consists of four key elements:
Selection
• Operation
• Maintenance
• Record keeping
When not well managed, the GET cost we just talked about can be driven
significantly higher. At the same time both machine downtime and productivity
would be adversely affected.
All these elements of GET management are of equal importance. In this training
session we are going to focus on selection. Choosing the right GET system and
system options for the application is the first step to higher productivity, lower
operating cost, and higher profitability.
What I’d like to show you is a good representation of the GET products available
and how Cat GET can help maximize your productivity. After all, we consider it our
job to help you get the highest return for your investment. I think you’ll be surprised
at the range we have to offer.
Loader Operator Technique: Contact = Wear = Cost
�� If the machine is operated with the heel down
• Penetration is reduced
• Cycle times increase
• More fuel is required
�� If the machine is operated with the nose down
• Tire wear can be increased due to exposure to rocks left on the
pit floor
��Changing the operational envelope
• Changes the wear pattern
• Load forces on the machine
• Can cause additional unnecessary wear protection to be added
Here we have a couple of good examples of worn out tips; clear evidence of the
machine being operated with the heel down. Worn GET is a library of stored
information that is often the only real evidence you have on how the machine was
operated. Worn GET should be used as an integral part of operator training and
management to help keep the machine at its optimum performance level.
What SOS is to power train, worn GET analysis (boneyard) is to implement
operator technique. Steel has memory and in this situation the wear pattern shows
you how it moved through the ground. From this you can determine the position of
the implement and how the machine was run. A valuable tool to help people
improve their performance through a simple application of cause and effect
information is stored in the worn out GET
Dozer Operator Technique:
Operator Technique
❏ Avoid Corner Loading
❏ Blade Angle
❏Carry, don’t roll
❏ Avoid excessive speed
❏ Doze in 1st gear
❏ Carry the load in 2nd gear
Dozer blades are designed to carry material, not to roll it. For initial loading, angle
the blade forward for penetration. As the blade fills, roll the blade back. Rolling the
blade back will result in the material being carried. It also raises the cutting edge to
reduce contact with the ground.
Minimize corner loading. It creates excessive wear on the end bit and concentrates
the stress on the machine to that corner.
Hopefully this gives you a better idea of some things you can do to help control your costs and get more life out of your G.E.T. feel free to contact me if you have any questions of if I can help in anyway.
John Millard - Product Support
586-256-1261
john.millard@michigancat.com
We understand that many customers work in a variety of conditions, however there are a few fundamental pieces of information that could save you $1000's of dollars in owning and operating costs, specifically G.E.T.
Operator technique is a critical element of any operation, however what we usually
focus on is the horsepower, speed, controls, etc.!!!!!
We’ll also look at examples of worn iron (GET ) to gain an understanding of how
we can use this as a management tool to get the most out of the machine which help
minimize the operating costs
- G.E.T. Management
correctly for it to deliver the best bottom line performance.
GET management consists of four key elements:
Selection
• Operation
• Maintenance
• Record keeping
When not well managed, the GET cost we just talked about can be driven
significantly higher. At the same time both machine downtime and productivity
would be adversely affected.
All these elements of GET management are of equal importance. In this training
session we are going to focus on selection. Choosing the right GET system and
system options for the application is the first step to higher productivity, lower
operating cost, and higher profitability.
What I’d like to show you is a good representation of the GET products available
and how Cat GET can help maximize your productivity. After all, we consider it our
job to help you get the highest return for your investment. I think you’ll be surprised
at the range we have to offer.
Loader Operator Technique: Contact = Wear = Cost
�� If the machine is operated with the heel down
• Penetration is reduced
• Cycle times increase
• More fuel is required
�� If the machine is operated with the nose down
• Tire wear can be increased due to exposure to rocks left on the
pit floor
��Changing the operational envelope
• Changes the wear pattern
• Load forces on the machine
• Can cause additional unnecessary wear protection to be added
Here we have a couple of good examples of worn out tips; clear evidence of the
machine being operated with the heel down. Worn GET is a library of stored
information that is often the only real evidence you have on how the machine was
operated. Worn GET should be used as an integral part of operator training and
management to help keep the machine at its optimum performance level.
What SOS is to power train, worn GET analysis (boneyard) is to implement
operator technique. Steel has memory and in this situation the wear pattern shows
you how it moved through the ground. From this you can determine the position of
the implement and how the machine was run. A valuable tool to help people
improve their performance through a simple application of cause and effect
information is stored in the worn out GET
Dozer Operator Technique:
Operator Technique
❏ Avoid Corner Loading
❏ Blade Angle
❏Carry, don’t roll
❏ Avoid excessive speed
❏ Doze in 1st gear
❏ Carry the load in 2nd gear
Dozer blades are designed to carry material, not to roll it. For initial loading, angle
the blade forward for penetration. As the blade fills, roll the blade back. Rolling the
blade back will result in the material being carried. It also raises the cutting edge to
reduce contact with the ground.
Minimize corner loading. It creates excessive wear on the end bit and concentrates
the stress on the machine to that corner.
Hopefully this gives you a better idea of some things you can do to help control your costs and get more life out of your G.E.T. feel free to contact me if you have any questions of if I can help in anyway.
John Millard - Product Support
586-256-1261
john.millard@michigancat.com
(Quick Tips) Getting Ahead In Construction Today (Repost from Contractor City)
Getting Ahead in Construction Today
We've noticed many people in the industry getting excited about a current or anticipated upturn in business. Awesome!
Some folks in the industry see business already picking up and believe recovery is finally under way. Others think it will take a while. The truth probably lies somewhere in between and will depend on factors such as what part of the country you're in, which niche/s you work in and whether you work for yourself or work as an employee.
Either way and as always in every industry and in every circumstance, confidence will lead the crowd.
Either way and as always in every industry and in every circumstance, confidence will lead the crowd.
There are simple ways to increase your chances of getting good work.
Attitude is very important. It can make the difference between putting yourself in the right position to get the jobs that are available or benching yourself. It can also make people decide on the spot whether they want to hire you or not. Positive, confident people are hard to resist, and that is never truer than in the business world.
Flexibility is also crucial. Contractors willing to take jobs they would have previously passed over will see their possibilities multiply. For example, being willing to travel, or do a smaller repair or renovation; crossing over into commercial work, or adding to your repertoire by expanding into something like the Inspection Business. Hunt down ongoing maintenance jobs for commercial and bank owned properties. Offer Green services to set you apart from the pack. Do what it takes to re-evaluate your options and capitalize on them.
If you have always been an employee but find yourself laid off, you can still work as an independent contractor. If you're not licensed as a contractor, you can get your license or choose to work as a handyman (good handymen can get tons of referrals just by consistently doing good quality honest work for fair prices). If getting licensed is what you're after, get a good study guide tailored to the exam you'll be taking.
Go with your strength whether it's roofing, plumbing, painting or another specialty. Educate yourself about the basics of business and get some solid business cards and brochures made up. Make a simple website that details your skills and any licenses you have, include pictures of your work whenever possible. If you don't know the first thing about business start with a simple manual such as How to Succeed With Your Own Construction Business.
Go with the flow. With more people wanting to save money and attempt home improvement projects themselves, this opens up great opportunities for professionals like you to hold workshops and teach classes at local colleges, educational extensions, community centers and hardware stores. This gives you a brand new income stream and also puts you in front of lots of potential customers. Some people can follow through and get a basic job done themselves, but the majority can't and then need "help" finishing the job. The first person they'll call is you, their friendly, competent teacher -- especially if you have decent people skills, and a business card.
Flexibility is also crucial. Contractors willing to take jobs they would have previously passed over will see their possibilities multiply. For example, being willing to travel, or do a smaller repair or renovation; crossing over into commercial work, or adding to your repertoire by expanding into something like the Inspection Business. Hunt down ongoing maintenance jobs for commercial and bank owned properties. Offer Green services to set you apart from the pack. Do what it takes to re-evaluate your options and capitalize on them.
If you have always been an employee but find yourself laid off, you can still work as an independent contractor. If you're not licensed as a contractor, you can get your license or choose to work as a handyman (good handymen can get tons of referrals just by consistently doing good quality honest work for fair prices). If getting licensed is what you're after, get a good study guide tailored to the exam you'll be taking.
Go with your strength whether it's roofing, plumbing, painting or another specialty. Educate yourself about the basics of business and get some solid business cards and brochures made up. Make a simple website that details your skills and any licenses you have, include pictures of your work whenever possible. If you don't know the first thing about business start with a simple manual such as How to Succeed With Your Own Construction Business.
Go with the flow. With more people wanting to save money and attempt home improvement projects themselves, this opens up great opportunities for professionals like you to hold workshops and teach classes at local colleges, educational extensions, community centers and hardware stores. This gives you a brand new income stream and also puts you in front of lots of potential customers. Some people can follow through and get a basic job done themselves, but the majority can't and then need "help" finishing the job. The first person they'll call is you, their friendly, competent teacher -- especially if you have decent people skills, and a business card.
Improve your construction business and marketing skills fast and easy with some solid mentoring. You can start with the powerful and affordable Construction Coaching Private Club. http://www.usctca.com/index.cfm?affID=ccity
Thank you to all our readers who keep us posted on their states' residential and commercial work ups and downs. Congratulations to the growing number of professionals who stuck it out and are seeing a return on their efforts now. To those who haven't seen improvement yet, we're optimistic about increased jobs and expanding opportunities. Let us know what it's like in your neck of the woods.
To your success!
Top 25 MIOSHA Construction Safety Rule Violations
As if you didn't have enough to worry about! Don't forget that MIOSHA will be out in full effect this year, in an effort to save you from costly penalties we wanted to give you a list of the most common violations. Please keep in mind that we at Michigan CAT, whether its your salesman or product support rep, are here to answer any questions for you and help you avoid costly mistakes by providing with services like Annual Excavator Inspections and more. Please contact us if you have any additional questions or we can help in anyway!
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How to Turn Customers Into Raving Fans (Increase Business/ Profits)
I recently read the book “Raving Fans” by Ken Blanchard in order to get a better idea of how I could deliver better customer service to customers like yourself. After reading the book, which is relatively short, I realized that not only could I benefit from the customer service philosophy in book, but that it could also be helpful for you as a small business owner. I think we can all agree that it has not been easy to keep and grow your customer base in the last three years. That being said I wanted to share a few key points from the book that may help you increase your business and customer loyalty. Here is a summary of what the book covers:
The Big Idea
Ken Blanchard, author of The One Minute Manager and Sheldon Bowles assert that customers have long been neglected and abused by companies that they have developed very low expectations. Despite unfulfilled promises from companies, cold treatment from staff, long waits, and delayed return calls by customer service desks, customers rarely complain and keep coming back to your business, provided your competitors are not doing any better than you.
Ken Blanchard, author of The One Minute Manager and Sheldon Bowles assert that customers have long been neglected and abused by companies that they have developed very low expectations. Despite unfulfilled promises from companies, cold treatment from staff, long waits, and delayed return calls by customer service desks, customers rarely complain and keep coming back to your business, provided your competitors are not doing any better than you.
What businesses need are not “satisfied” customers who will do business with you only until a better competitor comes along. To convert satisfied customers to ”raving fans” for your business, you have to decide what you want your company to be, discover your client’s needs and deliver consistently on your promises.
“Satisfied” Customers
Customers have awful experiences with companies. Services are so bad that people expect bad goods and rude service, flight delays from airlines, late deliveries, lost orders, etc. However, they rarely complain. Check out the for example a restaurant’s suggestion box and it’s empty. Customer surveys too, say clients are “satisfied”.
THREE SECRETS TO “RAVING FANS”
Secret No.1 - DECIDE WHAT YOU WANT
Remember that you are the source. Create a “vision” of perfection centered on the customer. Imagine the “perfect” service you want to give, the “perfect” bank, law firm, deli, airline etc. for your customers. That perfect vision is your goal.
- Make it easier for customers to do business with you e.g. Advertise discounts, put up information kiosks, use websites and other technologies to help customers shop, etc.
- Make doing business with you a warm and pleasant experience for your customer. Train staff to be attentive, warm, and knowledgeable so customers feel they have good value for their money. Offer free coffee, warm greetings, and clean restrooms. Make customers feel happy to come back for more.
- Think “how can I not afford” to do these things instead of “how can I afford to do these” for the customers.
On deciding what you want to become for your customer remember to - Communicate your vision to the rest of you’re company, staff or team and to your customers. Tie up your company’s bonuses, internal metrics, promotions and performance evaluations with your customer service.
- Look after your employees. Don’t expect your employees to look after your customers if you don’t look after them. Train them to be “good” to your customers.
- Know when to ignore what customers want. Don’t try to give them everything, all at once. It doesn’t work. Look after the needs of your customer only within the limits of your vision.
- Focus on constantly achieving your vision.
Secret No. 2 – DISCOVER WHAT YOUR CUSTOMERS WANT
Knowing what you want first helps you understand what your customers want. Imagine an airline wanting to be the best carrier in the whole world and then trying to reach out to flyers around the world without first deciding whether it will be a long haul, international long-haul carrier or a domestic, “no-frills”, low-cost provider.
Know who are your customers. Then, after finding who they are, discover what they want, their vision. Normally, customers focus only on two or three needs. Focus on those needs. Because you know what concerns them, it is easy to match your vision with theirs.
Listen to your Customers
- Listen to what they say.
- Listen to what they don’t say.
Listen closely to what your customers say. First, customers may say one thing but mean another, e.g. clients say they like your low prices but whose actual priorities are on-time deliveries and perfect quality.
Second, listen to your “silent” customers. Your service may be so bad that customers feel unwanted; they don’t even bother to complain. What’s worse, they may leave your company even without any viable competitor to take your place.
Finally, listen to those who say “Fine”. Customers have been so accustomed to bad service that they rarely complain, and worse, reply “fine” or “satisfied” even when they mean the soup was cold, the line was too slow and long, etc. They are satisfied because they think nothing will happen anyway if they complain.
Ask your Customers Sincerely
So how do you listen to the customer who isn’t talking? Or to the ones who say “Fine” or “Okay”?
- Start asking sincere questions. Past experiences have taught customers that chances are, you don’t really want to know what they think or feel, that their complaints will be left unheard.
- Win their confidence. Take time to get a conversation going. Customers can sense that you are serious, only then will they open up to you.
A Raving Fan’s customer relationship goes beyond your company’s product or service. If you don’t listen to your customers’ thoughts and feelings, you fail to give him what he need because you simply don’t know what that is. Furthermore, you reject him as a person, that his thoughts have no value.
More than just a Product or Service
People have needs beyond the need for a product or a service. People need to feel that they belong to a group. People need to feel important. More than just customers and your company, it is actually people and people. You serve your clients. Second, you ask their thoughts and opinions. In other words, you treat them as human beings.
Know When to Ignore
This may sound heretical to great customer service but learn to ignore what customers want if they do not match your vision. Obviously, it would be very difficult for you to say, design the best sports car if you’d also want it to be the best off-road or family minivan. When it comes to customer service, those who aim and try to be everything for everybody all at the same time, fail.
If your visions do not meet, ask your customer to take his needs somewhere else to be fulfilled.
Secret No. 3 – Deliver Plus One
To create a raving fan you need to exceed on delivery of your customer service promise each and every time the customer deals with you, the customer needs to believe that they can count on you again and again. Consistency creates credibility.
Start by making small changes to your current customer service model and gradually build on these changes, this way you will be able to achieve consistency of service.
To achieve this level of consistency you will need systems, training, alignment between your vision and pay/promotion, these systems are required to build your vision in to the sole of the company.
Customer expectations don’t remain static so be prepared to continually enhance your vision
The Cat CT660 On-Highway Vocational Truck Has Arrived!
The Cat CT660 has been officially unveiled and we can finally reveal detailed images and information about the truck! Now, complete CT660 product features and benefits information is available on DriveCat.com – a fully integrated website offering:
- 360° Views of the Exterior and Interior of the CT660
- Photos and Videos
- Specs
- Literature downloads
- And much more
Also, continue to visit MyCatTruck.com! Product manager, Gary Blood has posted plenty of new videos from CONEXPO including the official unveil of the Cat CT660, attendee reactions from the show floor and a video of the See You in Vegas winner seeing the truck for the first time.
Monday, February 28, 2011
IS IT A REBUILD, OR A REBIRTH? (Mike Rowe)
Mike Rowe talks with a Waste customer about benefits of Certified Rebuilds!
See below to find out how to get your FREE JACKET with a Quote.
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