Issue link: http://read.dmtmag.com/i/280096
March 2014 | Construction Equipment Distribution | www.cedmag.com | 25 Customer Connection the CAT 988, we pick up some effi- ciency," said Grauer. For Luck Stone, standardization provides a comfort zone, although Grauer acknowledges that for manu- facturers and dealers whose brands they do not use, their standardization presents a challenge. Changes in Luck's purchasing decisions are not likely to happen overnight, but they're not out of the question, either. "We are not averse to learning and experimenting – if we can find some- one out there who is likeminded with Luck Stone that has good product and can support it well, " said Grauer. Beyond service, relationships are important to the company. "We are big on values, commitment and integrity, and we feel like we get that from our dealers," he said. Driven by economic and employ- ment conditions during the recession, the company's volume declined significantly in 2008 and 2009, and has yet to fully recover, Grauer reported. Some older and underutilized machines were sold off. Today, the company runs fewer annual hours on its machines than it once did. As a result, the aver- age age of the fleet is older now, and operating costs have risen slightly. "It's more challenging to keep the fleet fresh," said Grauer. Despite the challenges posed by the recession, the company remains committed to fleet maintenance. "We have not changed course on the basic philosophy," said Grauer. Working with their dealers, they have been able to successfully extend service intervals. They conduct extensive oil sampling. And while the company has not utilized telematics on its machin- ery, it is currently under consideration. Dealer Support The company will also be relying on its dealers to help them through the challenges of new Tier-4 technology. "While we believe it's the right thing to do, there is a learning curve," said Grauer. "We are happy to have the great support we have." The aggre- gates producer views the high cost and serviceability of the machines as current challenges for Luck Stone. One area where Grauer would like to see some additional focus is opera- tor training. "I think we have done a really good job developing, designing and improving machines; figuring out how to repair and maintain them. We haven't put as much effort on how to operate the machine. Really, operating the machine is where you find the sweet spot," he said. This year the company is reinforcing that belief with additional operator training. Luck Stone enjoys partnering with organizations with competencies it doesn't have – for example, forecasting, financial modeling, and organizational design. In 2003, they partnered with Holt Development Services (HDSI) to develop a values-based leadership program. HDSI shares Holt CAT's model – and success – with other organizations. Despite a lackluster economy, Luck Stone has continued to expand its operations. Since 2008 they have added five locations, deploying some surplus equipment to new operations. "There are still opportunities to grow and diversify and get into new business lines," said Grauer. While quarrying and crushed stone provide the bulk of revenues, Luck Companies also has an architectural stone division (Charles Luck Stone Centers); a division that supplies clay tennis courts (Har-Tru Sports); and a land development divi- sion (Luck Development Partners). Challenges will always exist but Luck Stone has shown itself to be a company that is not afraid to innovate; to change the conversation; to add value for customers. There's more than a little bit dealers can learn from a customer like Luck Stone. (800) 875-0326 www.directcapital.com WITH OUR TEAM SELLING APPROACH, YOU SELL THE EQUIPMENT AND WE STRUCTURE THE DEAL. (800) 875 0326 Close Sales Faster With Financing Programs for new & used heavy construction equipment t$Pmpetitive rates t8JEF$SFEJU8JOEPX t'MFYJCMF5FSNT t'BTU3FTQPOTF t'JSTU$MBTT4FSWJDF JOANNE COSTIN is a freelance writer and marketing consultant focusing on the construc- tion industry. She can be reached at (847) 358-1413 or jcostin@costincustom.com.