Tuesday, May 29, 2012
Behind the switch day, 365 days a year, for response to power outages,” notes Jack Kortan, co-op line foreman with 28 years of experience. “Besides working in a range of weather conditions, from very mild to extremes, we have a physically demanding job that requires lifting, climbing poles, trenching for the installation of underground cable or working in overhead buckets up to 50 feet off the ground.” “The big projects, such as storm recovery, are rewarding. But, as a lineman you also get to interact with the co-op members. That’s something that I’ve really enjoyed through the years,” said Gene Pederson, meter technician and lineman who will retire this month with more than 44 years of service to the cooperative. Like father, like son – electric utility work often becomes a shared career path. Jack Kortan’s two sons, Logan and Connor, are pursuing careers as line workers. Tyler Underdahl, Larry’s son, is also a recent graduate from line worker school. Troy Pederson, Gene’s son, is currently employed as a lineman at a neighboring electric cooperative. “This is purposeful and stimulating work, and the electric cooperatives have a family atmosphere about them. It’s not unusual to see the next generation of workers coming from families with strong connections to the industry,” Krueger stated. “We are now getting into full swing with our summer work plan. There are 11 major projects that we would like to complete,” added Underdahl. The projects include constructing a new tie-line between substations, to allow the flow of electricity to be re-routed during an outage, and upgrades of other lines and conversions from overhead to underground lines. “In total, the cooperative’s budget for system enhancements in 2012 is more than $1.7 million.” The work will be funded largely by loans from the Rural Utilities Service. These loans are generally for a 30-year period and repaid out of revenue from the sales of electricity. “Our goal is to deliver safe and reliable energy at a competitive cost,” explained Mary Nelson, coop communicator. “This takes a lot of people working together in a way that follows the cooperative principles. At FreebornMower Cooperative Services, we focus on providing quality service through our not-for-profit operation. Customer service is not a department. It’s our attitude at Freeborn-Mower. When our linemen are rolling the electrical cable off of a big wooden reel, to us it’s our way of rolling out red carpet service to our members. ”
Line workers bring power to rural areas By Bonnie Peterson Special to the Tribune
Just a flip of a switch and lights come on and motors begin to hum. Having readily available and reliable electric service is the norm, an unspoken expectation of homeowners and business operators across our nation. While often taken for granted, this delivery of electric power is a vital backbone to the nation’s economy and modern communications technologies. Lights and machines operate because of a well-coordinated system that connects electricity production facilities with high-voltage transmission lines and from there to substations that step-down the voltages. A substation is located to serve a region of consumers and the distribution 7,200-volt power lines stemming from the substation distribute the energy to consumers. In the rural areas of Freeborn and Mower counties, responsibility for these electric distribution lines rests with the line workers of Freeborn-Mower Cooperative Services. The cooperative serves more than 6,000 memberowners via 1,983 miles of energized line. “What the public may not realize is the danger and commitment associated with the task of delivering electric service,” explained Jim Krueger, co-op president and CEO. “Our member-owners should be proud of the fine safety record held by our cooperative. Not only do our employees work daily with high voltages, but they must do so safely and in all types of weather. Our linemen are professionals in every sense of the word.” Cooperative crews install, update, repair and maintain electric overhead and underground distribution lines. “Our entire distribution system is outdoors, and this attribute appeals to workers in our industry. Working outdoors is one of the things most linemen enjoy about their job,” said Larry Underdahl, co-op director of operations. “But, of course, this also means that our crews work in everything from 100 degree heat to subzero temps and, of course, to repair the aftermath of storms. If you can remember the great ice storm of 1991 which devastated our system, you can imagine the extent of their challenges.” High winds and lightning strikes are often considered a wake-up call for linemen. “Bad weather can play havoc with electrical lines, causing power outages. We are on call 24 hours a
Left, top to bottom: Gene Pederson Loren Sprague Scott Landsman Kenton Larson Dean Dahlum
The Albert Lea-Freeborn County Convention and Visitor’s Bureau improves our economy by promoting the community and all it has to offer. Whether it is a group tour, family vacation, or business meeting, the CVB will help make visitors comfortable and entertained. Visit www.AlbertLeaTourism.org for more information. Maybe there’s an event or an attraction that you don’t know about!
Albert Lea Convention & Visitors Bureau 102 W. Clark St. • Albert Lea, MN 56007
507-373-2316
Right, top to bottom: Trevon Grotto Rich Harriman Al Casterton Jack Kortan
Page 2 • Albert Lea Tribune • Tuesday, May 29, 2012
CUSTOMER SERVICE
Is customer service an art or a science?
Hint: It really takes a little of both
Over the past years in building a business and coaching a company program, I have had the opportunity to study several aspects of business including customer service. It was my privilege to work with other community business people on the topic of customer service. I am going to share with you a small portion of that workshop. Is customer service an art or a science? The answer is yes. It is a science as providing excellent customer service is recognizing and understanding the different personalities and behavior styles that your customer has. We are who we are by nature, and there is no right or wrong style. It is in understanding yourself and how you are as well as realizing the beauty and uniqueness in others that makes the relationships with customers such a joy in life. Some shoppers will go from store to store to find exactly what they are looking for — the feel, the fit, the color, the style, the fabric, the buttons or zipper, all of the many details that make it what they want or need and they want all of the information.
Other shoppers also know exactly what they are looking for, and they see it and might try it on. But generally they know it is what they want or need and just take it, pay for it and are on their merry way. Providing customer service to these two examples is different in many ways but similar in some. The first customers in the example take patience as they want all of the information, and they want their service provider to realize that they want the information. They also might buy it now, but they also could come back later. The service provider needs to let them know they want them to purchase from them and if there is anything else they need to know or would like. They probably will be back. The latter customers in the example just want the item and the price and quickly wants to pay and go. They have done the research themselves. If you give this person too much information, they may leave and purchase the item elsewhere. They want to know you understand how they buy. The science is to recognize the different styles and provide the service they
Nancy VanderWaerdt Guest Column
want. It is in honoring the differences that makes excellent customer service. Another part of the science is found in a quote by Mac Anderson of Simple Truths materials — www.simpletruths.com — when he stated that “customer service is not a department — it is an attitude.” The challenge here lies in maintaining a positive attitude with all of the differences in customers, balancing your own life and work, the pressures at the store or office, not having the exact item or solution a customer wants at the time, even weather changes can influence a person’s attitude, customer and service provider both. Again it takes knowing yourself and remembering that the customer comes first and to take a deep breath to calm down and think what is the positive response to what is going on. Again this is not easy, but it is well worth the time and effort. The science of listening is another key part of customer service. Peter Drucker stated that “the
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most important thing in communication is to hear what isn’t being said.” And Alfred Brendel reminds us that “the word ‘listen’ contains the same letters as the word ‘silent.’” One of the activities the participants did in the customer-service workshop provided through the Albert Lea-Freeborn County Chamber of Commerce was to list all of the elements of a great customer-service experience that they had had. The list included the elements of listening and recognizing customer needs. Customers like when the associates could read them — had instincts to know what they wanted, eye contact was direct, asked what the customers wanted and then listened, went over and above what was stated. The associates could read them both verbally and nonverbally. It is a science to be a good listener and not always easy. Remember the childhood game where one person started by whispering in one person’s ear a “secret” and then passing it on to the next and then the last person had to state what they heard? It usually was not even close to the original message. Henry Ford puts the challenge in listening by stating “if there is any one secret to success, it
lies in the ability to get the other person’s point of view and see things from their angle as well as your own.” What a wonderful world this would be if we each understood each other and truly listened! Again it is hard to truly hear what others are saying and sometimes what they are not saying. A science. The art of customer service comes when you look at the heart. It is putting your personal signature on what you do for others. Being creative in your own way of taking care of others. Honoring that uniqueness in each person that you work with as well as each person you meet and serve. It is that extra smile, the greeting by name, the thank you and appreciation when a customer leaves. It is making them feel like they are No. 1, and they are the only person who matters at the moment you are with them, being honest with them, solving problems and really going that extra mile for the customer. These are some of the elements the Albert Lea-Freeborn County Chamber of Commerce group shared as being important to them. In the book “Positively Outrageous Service” by T. Scott Gross, he states
that serving outrageously is another way of saying “I care.” I would like to change it to “I care and really mean it,” saying it from the heart. There are so many different aspects of customer service. It is not easy, but it is so important to any business and to life in general. Some of the simple things anyone can do is just recognize a person with a genuine smile and offer to help them. That alone would go a long way toward customer satisfaction. I would like to conclude with what I shared with the Chamber of Commerce group, some thoughts from Barbara Ganz who has written a beautiful book called “The Simple Truths of Service” Great service: • Inspires stories • Uses outside-the-box thinking • Is a choice • Starts with a clear vision • Requires that everyone catch the vision • Surprises people • Begins with everyone • Goes the extra mile • Brings the customer back • Comes from the heart Make it a great day! Enjoy life! Nancy VanderWaerdt is a State Farm Insurance agent in Albert Lea.
Facebook opinions Examples of bad customer service
We asked our Facebook friends “what is your pet peeve” in customer service? 1. Trying to assist me when I didn’t ask for help. 2. Phone calls not returned. 3. Arrogance. 4. Standing alone at the counter while employees are complaining about their boss. 5. When employees stop serving you to talk to other employees including management about when they need to take their break. 6. When I am invisible. 7. Not being able to speak with a real person (on the phone). 8. When they don’t really know what they are doing. 9. When they don’t apologize for mistakes or appreciate your business.
10. When you are given a robot answer “thank you for shopping.” 11. When they give you the wrong change and then act like it was something you did wrong. 12. When a cashier who is ringing up your purchases talks to another employee. 13. Coughing or sneezing into their hands and then getting my change. 14. When they don’t verbally say the total, then when I look at them, they make a swiping hand motion toward the display on the register as if to say, “There’s the total right there, stupid.” 15. Complaining about how short staffed/busy they are today. Do any of these answers sound familiar? What should you do about this as a customer?
Examples of best and worst customer service traits We asked the Tribune’s Facebook friends the following: What is the No. 1 best customer service trait? A smile! Taking your time with your guests so you build a relationship with them. Saying “yes.” Listening. Whatever, whenever. Anticipating and exceeding the guests’ expectations Empowered employees who truly like their job.
What is the No. 1 worst customer service trait? Misdirecting or misleading the guest so they'll go away. Dealing with a company where owners have little appreciation for the servers on the front line and or dealing directly with those owners. Making your guests feel like you have better things to do than wait on them. Acting like you are right and the customer’s an idiot. Saying “no.”
The power of perceptions A man pulled into a gas station on the outskirts of town. As he filled his tank, he remarked to the attendant, “I’ve just accepted a job in town. I’ve never been to this part of the country. What are people like here?” “What are the people like where you came from?” the attendant said. “Not so nice,” the man replied. “In fact, they can be quite rude.” The attendant shook his head. “Well, I’m afraid you’ll find the people in this town to be the same way.” Just then another car pulled into the station. “Excuse me,” the driver called out. “I’m just moving
to this area. Is it nice here?” “Was it nice where you came from?” the attendant inquired. “Oh yes! I came from a great place. The people were friendly, and I hated to leave.” “Well, you’ll find the same to be true of this town.” “Thanks,” yelled the driver as he pulled away. “So what is this town really like?” asked the first man, now irritated with the attendant’s conflicting reports. The attendant shrugged his shoulders. “It’s all a matter of perception. You’ll find things to be just the way as you think they are.”
— Adapted from the Positive Christianity website
Tuesday, May 29, 2012 • Albert Lea Tribune • Page 3
CUSTOMER SERVICE
Thrivent Financial for Lutherans welcomed in Ellendale
Frontier’s services get Thrivent Financial ready for business
ELLENDALE – When Daniel McElfresh met Darrell Hansen and they talked about the mission and values of their respective companies, McElfresh knew he had met the right partner to help him succeed. He recently established the Ellendale office for Thrivent Financial for Lutherans at 114 5th Ave. To help McElfresh meet the needs of his new customers, Hansen, general manager of Frontier Communications’ southeast Minnesota operations, recently equipped the local Ellendale Thrivent Financial office with Frontier’s business unlimited package for phone, broadband and long-distance services. “The right communications are critical to the successful launch of a new business,” said McElfresh. “Equally important is choosing a vendor that shares your mission and values. With Frontier, I knew that I
had a partner that would deliver a great, costeffective solution to help with my office communications, plus one that was committed to the local community.” Hansen noted that he and Frontier Account Executive Steve Sheahan designed a package of services to get McElfresh’s office quickly up and running. “We delivered Frontier’s business bundle and engineered a callforwarding option so that his customers will always be able to reach him. We also set him up with Frontier’s business broadband and unlimited long-distance so he can cost-effectively reach out to his clients whenever and wherever they might be,” Hansen said. Frontier’s commitment extends beyond establishing communications for Thrivent Financial, added Hansen. “We’re the local company, which means two things: Customers can make one call to Frontier for local support of any phone or broadband issues. Moreover, because we’re the local company, we’re committed to the
betterment of our communities, volunteering and working hard to make a positive difference where we serve,” Hansen said. Frontier offers small, medium and large businesses the latest communications technology, including customized solutions such as managed Wi-Fi, broadband data access, data backup and recovery and hosted VoIP — all backed by local, highly responsive customer service and customer support 24 hours a day, seven days a week, that is 100 percent U.S.-based.
About Frontier Communications
Frontier Communications Corp., is an S&P 500 company and is included in the Fortune 500 list of America’s largest corporations. Frontier offers broadband, voice, satellite video, wireless Internet data access, data security solutions, bundled offerings and specialized bundles for residential customers, small businesses and home offices and advanced business communications for me-
Submitted
Frontier’s General Manager Darrell Hansen, right, welcomes Daniel McElfresh, left, and Thrivent Financial for Lutherans to Ellendale. for-profit, Fortune 500 financial services membership organization helping approximately 2.5 million members achieve financial security and give back to their communities. Thrivent Financial and its affiliates offer a broad range of financial products and services including life insurance, annuities,
dium and large businesses in 27 states. Frontier’s approximately 15,400 employees are based entirely in the United States. More information is available at www. frontier.com.
About Thrivent Financial for Lutherans
Thrivent Financial for Lutherans is a not-
mutual funds, disability income insurance, bank products and more. As a not-for-profit organization, Thrivent Financial creates and supports national outreach programs and activities that help congregations, schools, charitable organizations and individuals in need. For more information, visit www.thrivent.com.
Local contractor honored by Butler Manufacturing
LAKE MILLS, Iowa — Larson Contracting Central LLC, a general contracting company located in Lake Mills, Iowa, has been named Million Dollar Builder by Butler Manufacturing, a division of BlueScope Buildings North America Inc., the world leader in the development and manufacture of metal building systems. Tom Gilligan, president of Butler Manufacturing, presented the
award at Butler’s 2012 national sales meeting. The designation is awarded to Butler Builders who sold at least $1 million worth of Butler buildings and roof systems in 2011. Only 70 of these awards were presented nationally from a network of approximately 1,100 Butler Builders worldwide. Larson Contracting was established in 1977 and has been marketing and building Butler
buildings since 1986. Some current local projects built are Arnold’s Inc. in Alden, Ventura Foods in Albert Lea, Landfill of North Iowa in Clear Lake, Iowa, Stellar Industries in Garner, Iowa, Lou-Rich in Albert Lea and Midwest Pipe of Clear Lake, Iowa. With approximately 1,100 Butler Builders worldwide, Butler Manufacturing is a leader in systems construction. Systems construction
solutions are applied to a large majority of non-residential, low rise buildings in the industrial and commercial markets. Advantages of systems construction over traditional construction methods include: faster construction time, lower costs, reduced maintenance costs and ease of expansion. Systems construction also produces an energy efficient building that can provide a greater return on your investment.
Wells Fargo names new district manager
Jeremy Dobay has been named district manager for Wells Fargo’s Greater Mankato district which includes nine stores: Mankato Main, Mankato East, MSU Mankato, North Mankato, Albert Lea, Blue Earth, New Prague, New Ulm and Waseca. He began his new posi-
tion after most recently serving as store manager for Wells Fargo’s Woodbury store in the Twin Cities metro area. “Jeremy has a proven track record of focusing on our customers’ needs and helping them succeed financially,” said Oscar Mazariego, community banking
president for Wells Fargo’s southern Minnesota region. “He brings experience and knowledge, along with great coaching skills, to help our team members provide an excellent customer experience in our Greater Mankato district stores.” Dobay has 10 years ex-
perience in the financial services industry and has been with Wells Fargo since 2008. He holds a bachelor’s degree in business administration from Millsaps College in Jackson, Miss. He will lead a team of 129 team members from Wells Fargo’s store at 206 E. Hickory St., Mankato.
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Page 4 • Albert Lea Tribune • Tuesday, May 29, 2012
CUSTOMER SERVICE
Always being nice makes a good rule of thumb
that the only common denominator is B&B Café in Albert Lea. B&B Café is the kind I love that heaven has of place that Guy a sign that says “$5 Fieri from “Dincharge for whiners, Drive-ins and ing.” I also love Dives” would love, that one of the who and should oldest restaurant stop by. establishments Holly Miller, in Albert Lea (62 owner and operator years and gofor the last 10 years ing strong) has Holly with her husband the world’s best Miller Clint Miller, shared pancakes. When a few of her customer pancakes and heaven are service secrets with the mentioned at the start Tribune recently. of any story, you know By Scott Schmeltzer
scott.schmeltzer@albertleatribune.com
Standard breakfast fare for those who don’t want to tackle the plate-sized pancakes. The secret to having Miller, who has always such amazing service trained her wait staff that is just keeping people the No. 1 rule is to “always happy. Miller states that be nice,” is the chief the best part of her job is server, accountant, dishthat all of her customers washer and greeter at the become family. B&B. Based on the crowd “We really are just like that was at the B&B the a big family here,” Miller day I stopped by for the said. “I will get sad when story, “always being nice” I hear about a customer sure has paid off. that is sick or has passed and then I just think about how blessed we were to just have known so many good people.”
Some words of wisdom adorn the walls at B&B Café.
B&B Café has a homey feel, with signs like the one above indoors and out.
LOOK FOR SOUTHERN MINNESOTA MAGAZINE AT THESE AND OTHER FINE BUSINESSES: The famous pancakes at B&B Café fill an entire plate.
Quotations to live by Words of wisdom reflect good customer service skills
“The goal as a company is to have customer service that is not just the best but legendary.” — Sam Walton, Founder of Walmart “Your most unhappy customers are your greatest source of learning.” — Bill Gates “It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.” — Charles Darwin “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” — Henry Ford “Well done is better than well said.” — Benjamin Franklin “Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.” — Ross Perot “Kind words can be short and easy to speak, but their echoes are truly endless.” — Mother Teresa “If you do build a great experience, customers tell each other
about that. Word of mouth is very powerful.” — Jeff Bezos, CEO Amazon.com “In the end, the customer doesn’t know, or care, if you are small or large as an organization. She or he only focuses on the garment hanging on the rail in the store.” — Giorgio Armani “Customer satisfaction is worthless. Customer loyalty is priceless.” — Jeffrey Gitomer “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” — Peter Drucker “To understand the man, you must first walk a mile in his moccasin.” — North American Indian Proverb “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” — Donald Porter, vice president, British Airway. “Good service is good business.” — Siebel Ad “There is a spiritual aspect to our lives – when
we give we receive – when a business does something good for somebody, that somebody feels good about them!” — Ben Cohen, Ben & Jerry’s “The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” — John Russell, president, Harley Davidson “Being on par in terms of price and quality only gets you into the game. Service wins the game.” — Tony Allesandra “Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” — Zig Ziglar “Do what you do so well that they will want to see it again and bring their friends.” — Walt Disney “If you are talking, then you ain’t learning.” — Cowboy wisdom.
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