Pride in Ownership

A lot of guys (girls too, but primarily guys) are loyalists to a particular automobile manufacturer. Perhaps a guy is a “Ford Man” because his favorite NASCAR driver drives a Ford. Or maybe he’s a “Chevy Man” because he fixed up an old Nova when he was a teenager. Then there’s the “Dodge Man” whose Dad’s Challenger was the fastest car in town. Regardless, they all have their reasons, and their devotion is strong.

I don’t mean this to be an endorsement for a particular company, but I’m a “Ford Man.” First new car I ever bought was a 1995 Ford Escort Wagon LX. It had six miles on the odometer, and reeked of New Car Smell. My plan was to pay it off quickly, maintain it fastidiously, and drive the wheels off of it. I did everything the manual said to do, when it said to do it. I put 197,000 miles on that car over the next eleven years, and, aside from gas, oil and tires, spent about $1,500 keeping it up.  And for eight of those years, I didn’t have a car payment.  Those were good years indeed!

I’ve been fielding technical service and application assistance calls at EXAIR for almost nine months now. Rarely does a week go by without a new (new to me, anyway) application presenting itself for the first time. I am starting to notice something of a trend, though: the return customer.

Sometimes they’ve used a similar EXAIR product in a similar application. Sometimes, it was at a previous place of employment even. Other times, they just plain think of EXAIR when it’s a compressed air-related question…and it’s not just our products’ reputations – we’ve been known to provide technical assistance with products we didn’t make, and applications outside the specific scope of our products.

The Return Customer seems to be spurred on just as often by a positive experience with an EXAIR product as a positive encounter with an EXAIR associate. For that reason, I’m doubly proud to take ownership in the service I provide here.

Russ Bowman
Application Engineer
EXAIR Corporation
(513)671-3322 local
(800)923-9247 toll free
(513)671-3363 fax
Web: www.exair.com
Blog: http://blog.exair.com/
Twitter: twitter.com/exair_rb
Facebook: http://www.facebook.com/exair

Everybody Starts Somewhere

My wife and I took our son to college about a month ago.  It was a bit difficult, since he’s our first “out of the nest”.  So far, he seems to be adjusting to his new life.  We seem to be surviving the experience as well, although it’s been an adjustment for us (ok, mostly me) to fill the void with regard to retrieving items stored on high shelves, carrying heavy things, changing outdoor light bulbs, strenuous yard work and the like.  And I’m not sure that our daughter (our last left at home) was fully prepared for quite THIS much attention.

I spent some time over the past few months talking with my son about his future.  Like most graduating high school seniors/incoming college freshmen, he had some ideas about what he wanted to pursue, but didn’t really have things nailed down yet.  (His plans as a youth to play professional baseball, basketball AND football while designing video games on the weekend didn’t seem to be panning out).  All-in-all, it’s not that unusual.  Most 18 year olds that think that they have their future mapped out with definitive clarity are simply wrong.

My advice to him?  Everybody starts somewhere.

My work life (post neighborhood yard work and odd jobs, that is) started with unloading trucks, picking up trash, scrubbing concrete, and doing other assorted things for McDonald’s.  It was close enough to home that I could walk there when I couldn’t get a ride.  Having a car was just a wish at that point.  Since I was in high school, it fit my schedule, neatly filling those empty evening and weekend hours that no high school student really values (insert sarcasm sign here).  Still, it provided my first real paycheck.  That paycheck ultimately led to being able to buy my first car (for $100 cash).  I learned many valuable lessons, both life and work, not the least of which was how to be absolutely deadly with a towel snap.  Seriously.  To this day, my son will still turn and run if he sees me with a towel headed in his general direction.  All joking aside, that job provided me a great starting point, many life lessons, and an opportunity for advancement.  In the end, that is all that we can really ask.  That entry-level position became one step amongst twenty from high school teen to company president and business owner.

The best lesson of all?  Where you start doesn’t necessarily determine where you finish.  We ourselves determine that, not anyone else.  Every stop along the way is an opportunity.  That particular opportunity may fit your wants, needs, and dreams at the time, or it may not.  That doesn’t make it an invaluable step along the way.  Each step builds upon the last, ultimately leading to wherever your choices take you in life.

My son is just starting his own race.  I don’t think he has any idea yet that it’s a marathon, not a sprint.

Bryan Peters
President
bryanpeters@exair.com

The Return of The Satisfied Customer

I love a good sequel. Sequels of sequels draw me in too – like the “Star Wars” saga, the whole “Planet Of The Apes“ franchise (including the 70’s TV shows & cartoons), and the “Back To The Future” & “The Godfather” trilogies.  And I can watch them over and over again.  In fact, my wife can’t figure out why, when I own “The Godfather” DVD box set, I’ll still watch the movies whenever they’re on cable.  Come to think of it, I don’t have a good explanation for that either…

In keeping with this penchant for continuing story lines, I had an experience yesterday that compelled me to tie together several other EXAIR blogs from this past week:  Lee Evans wrote an inspiring piece the other day on the virtues of helping someone in need.  Then, Joe Panfalone expertly nailed the familiar lament of the Application Engineer: the fact that we’re seldom privy to the results of our contributions to customers’ projects.  And right on the heels of that, Neal Raker detailed a recent experience where he was able to successfully offer advice on better living through improved housekeeping techniques…uh, don’t try that one at home, Neal!

Anyway, I got a call from a customer who was having a problem with his Reversible Drum Vac (RDV).  Seems it would pump FROM the drum just fine, but it wouldn’t develop an acceptable suction lift to vacuum his coolant INTO the drum.  He asked about getting a “rebuild kit” for the RDV.  I told him that there weren’t any moving parts, so the typical maintenance/upkeep plan for these pretty much consists of a periodic cleaning.  I sent him a great little .pdf presentation that we have available upon request, with step-by-step instructions on how to perform this cleaning and reassembly.  He sent me a quick note later that afternoon, to let me know that it worked, and they were now back in business, with just about a half an hour of labor invested.

So I was able to help someone in need, by recommending a simple procedure, and I found out that it worked to his satisfaction.   THAT was a good day.

It may sound cliché, but I don’t care: we’re proud of our service after the sale.  If you want installation advice, operational assistance, maintenance guidance, or just some “tips and tricks,” we’re happy to oblige.  Doesn’t even have to be our equipment.

I love a good sequel…”Return of The Satisfied Customer.”  Yeah; just like the Godfather movies, I’ll watch that one over and over again.

Russ Bowman
Application Engineer
EXAIR Corporation
(513)671-3322 local
(800)923-9247 toll free
(513)671-3363 fax
Web: www.exair.com
Blog: http://blog.exair.com/
Twitter: twitter.com/exair_rb
Facebook: http://www.facebook.com/exair

Following on Twitter Doesn’t (Necessarily) Make Me a Stalker

“I’m NOT a stalker, I swear!” proclaimed my daughter.

I’ve written about my daughter on this blog before.  She’s a musically inclined teenager that’s rapidly nearing the age of fourteen and two-thirds.  As many of us were at her age (and maybe still are), she is consumed with music.  Her favorite band in the universe is All Time Low.  By my own unofficial calculations, she’s spent 75%+ of her allowance over the past year or two on ATL merchandise.  I would say that she owns every T-shirt that they have ever produced, but she claims that is not true.  She says there are older ones she is still trying to find.  That seems impossible based on the inventory already in her possession.

She was SO excited last summer when she got to see them live at the local stop of the Bamboozle Roadshow.  She even got a shout out from the stage (Alex).  So just prior to Christmas when ATL announced a headlining tour date here in Cincinnati, my wife and I knew we had to get tickets for her.  She loved the gift, and she began counting the weeks, and then days until the show.  I know this because, for the last month or so of the countdown, she would announce each day how many days were left until the concert.  It was like a small child counting the days until Christmas.

That date was about a week and a half ago. The show was at a small theatre here in Cincinnati that isn’t necessarily in the nicest neighborhood of the city.  Of course, we knew that from the beginning.  And so, rather than having my wife take our daughter and a friend to the show without me, I was tasked to tag along for “personal security”.  This venue is pretty small, holding no more than a couple of thousand people.  It’s old. It’s dark.  It gets oppressively hot.  And it smells bad (even worse after this show).

On the day of the show, my daughter awoke excited and casually mentioned that her stomach was bothering her.  My wife and I just assumed it was from the excitement she had been building towards a crescendo for six months.  As the day wore on, everything seemed to be fine, and we went to the show.  Fans were lined up down the block waiting for admission.  We arrived early, because my daughter had won early admission (via her fan club membership, naturally).  When the appointed time came, the band’s tour manager came out to gather those granted early admission.  When her turn came, she excitedly said “Hi Matt!” as he checked her identification against the all-important list.  It matched, and we were allowed to enter the theatre a few minutes early.  I asked “How did you know his name was Matt?”  She replied that all the band and crew were on Twitter, so she had some insight into who they all were.  She knew the band, of course, but she also knew the tour manager.  And the “merch” guy (Vinny).  And the sound guy (Evan).  And the lighting guy (Jeff).  And many more.

Interesting.

Her evening didn’t go as planned.  As time wore on, her stomach discomfort grew into full-blown stomach flu on precisely the wrong day.  She ended up missing large parts of the concert that she had waited for six months to see.  She was bummed about that, but said that she still had a good time.  We knew that she hadn’t really, but she was making the best of the situation.

As we were driving home after the show, she said “one of these days I’m going to go to one of their hometown shows in Baltimore”.  It wasn’t the first time she had mentioned a hometown show.

The next day, I was thinking about the show and thought I’d check out the tour dates and see when the Baltimore show was scheduled.  I thought maybe we could make a trip there over the summer.  To my surprise, the tour was almost over and the final show was scheduled in Baltimore on the following Saturday night.  I had some Delta Skymiles saved up that I had never been able to use.  You know airlines make that so EASY these days.  No way I’d be able to use them for this, right?  I checked and to my amazement they were redeemable for a trip to Baltimore at the lowest possible cost in miles for a whopping out-of-pocket cost of $5 each.  Winning!  Long story short, I was able to work out the trip and I broke the news to her by phone.  I think she went into shock, but she quickly recovered and the countdown began anew.

This time out, her evening went fabulously and she proclaimed it the greatest night of her (young) life.  Tired but happy, we left early the next morning for the airport and the trip home to Cincinnati.  At the security line, she became excited.  She noticed someone ahead of us that she recognized.  It was Jeff, the lighting guy for the band.  At this  point, my wife and I both accused her of being a stalker.  As we exited the security line and walked down the hallway to our assigned gate, she spotted Jeff again.  I encouraged her to stop and say “hi”.  She didn’t have the nerve.  We had some time to kill, so we grabbed something to drink and found a comfortable spot to wait for our flight.  She eventually decided that she wanted to go back and see if Jeff was still there so she could meet him.  She knew that he would be, it turns out, because his Twitter feed stated that he was waiting alone at his gate, which turned out to be a short distance from our gate.  My wife took her back to the other gate, and Jeff was really very nice to her.  He spent a few minutes talking to her about the band and the show the night before.  It made a great trip even better for her.

The news is sometimes filled with celebrities that say stupid things on their Twitter accounts that alienate fans (see Mendenhall, Rashard).  This is an example of a band that used social media to develop a much stronger bond with at least one particular teenage fan.

My daughter sang every word to this song at both shows.  I know it’s one of her favorites.

This one is for you, Dev.

Bryan Peters
President
bryanpeters@exair.com