The home heating oil industry has a long and proud history, and Fuel Oil News has been there supporting it since 1935. It is an industry that has faced many challenges during that time. In its 77th year, Fuel Oil News is doing more than just holding
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W e at Fuel Oil News are trying to figure that out in this inaugural "Making It Happen" column. The nominations are across the board, but all nominees shared a passion for their business — to them it's not just about punching in and counting the hours. For Candler Oil in Lynchburg, Va., that company focus comes with a hearty helping of seniority. Mildred Floyd worked at Candler Oil before it even existed. Coming along with an employee turned owner, she said she hasn't stopped working for an astounding 47 years. "Mr. Candler, started this business in 1968. He and I worked together," said Floyd. "I was terminated and hired and never even laid my pencil down when he took over." She said one of the reasons she stayed so long was the close-knit family atmosphere that Candler created from the beginning. "He was a very family oriented person. He believed if we had anything with our families, he encouraged us to participate. He was a very, very good person to work for. That's why everyone stayed as long as they did," said Floyd. "We're like any family, we have our ups and downs, but it all works out." Cole Candler, who took over the company reigns, says that family atmosphere wouldn't be possible without Floyd. "She knows she's as much a part of the family — even though her name isn't Candler — as anybody," said Candler. "She's vital to the operation here." It's enthralling to listen to Floyd talk about the early days and all the things that changed during her long tenure. "When I started out in 1968, we had a 10-key adding machine. We did everything by hand, everything was carbon paper — the whole nine yards," Floyd said. "I used a special slide rule for the degree-day system, we had addressograph plates on every customer that we had to move forward for delivers. It was an all-day job just to do that – that's how it started out." Most small business owners have had to deal with an employee that just didn't keep up with a changing role. Owner Cole Candler said Floyd always took those changes in stride. "Typically somebody that's been here and seen things done one way for so many years would be resistant to change," said Candler. But she's always tries to see the good side to all the changes we've made over the years — a great team player for us." She said no challenge is too daunting if you like a chal- lenge. "I've always taken it on as a challenge. I may fuss about it and argue about it — said a few bad words once in a while about things," said Floyd. "I just wasn't going to let it beat me, I was determined I was going to learn," That headstrong attitude and the family atmosphere were essential when Floyd was beset by health problems. When she was diagnosed with cancer, she beat it with the same tenacity and support network that helped her thrive at work. "I had some days that I really didn't want to be here, but I was here every day. The only day's I missed were two and a half days other than the days I took chemo," said Floyd. "I just did my radiation before I came to work at 7:30 in the morning and came to work — that's how I got through it, really truly. Having the people here help me and encourage me and push me." A passion for learning and close ties can't, however, explain Floyd's unbelievable memory — one of the few things that haven't changed at Candler Oil. "We've got kind of an archaic system for identifying where a customer lives, a route code system. We can throw her any address in a 30-mile radius and she'll say, 'Oh, that's a 4B,'" said Candler. "How the hell do you know that?" "When I started work here, we were on the addressograph machine, and I did all the plate cutting," explained Floyd. "We probably had between five-, six- seven-thousand customers back then, maybe more. During that time, I had to look all that up — and I just retained it." She also remembers all their customers, at least something about them. "Most of the customers that come in here, I can call them by their names. If I can't remember the name, I'll look at them and I'll cover myself by saying, 'I know you live on such-and- such street and I know you pay on a budget of $125 a month, but for the life of me I can't remember your name,'" said Floyd. "They'll laugh at me and say, 'You're doing better than I could have done!'" Candler said he just doesn't know how they can replace Floyd, so he's hoping for plenty of time. "I told Mildred that she's got to give me two years notice when she retires. It's going to be tough to replace her," said Candler. "You just lose so many years of knowledge experience and knowledge, and you can't just replace that." As for showing his appreciation, he said it's easy. "I call Fuel Oil News and tell them to write an article about her," said Candler. Have your own stellar employee? Drop us a line at kreid@ specialtyim.com! What Makes a Great Employee? 50 MARCH 2014 | FUEL OIL NEWS | www.fueloilnews.com MAKING IT HAPPEN By Nicholas UptoN l F O N