Parts and people. In the news.

Transcription

1 WORKING TOGETHER Parts and people. In the news. January 2008 Edition In this issue: FREE STUFF 2008 Totaline launches its campaign for the New Year ONLY TWO WILL DO Winter is no match for Totaline Generic Igniters STUMP JIM FLYNN We challenge you to ask Totaline s resident know-it-all an HVAC/R question he can t answer DEALER SPOTLIGHT Jonle Heating & Cooling Cincinatti, OH

2 JANUARY PAGE 2 It s the New Year, which means the start of 12 months of this, our new newsletter, Working Together. Even better than that, though, is the whole year of Totaline FREE STUFF we have planned for 2008, so make sure to check out our story in this issue on what you can get for free this year from totaline.com. There s also news on Totaline s line of generic igniters, and we re introducing our Stump Jim Flynn column for those of you with important Totaline questions. Later in the issue, you ll find our Dealer Spotlight on JonLe Heating-Cooling in Cincinnati, Ohio. These guys really know customer service. And last but certainly not least, this year, Totaline is celebrating its 20th birthday. It s an exciting milestone for us, and we couldn t have done it without you. Thank you for your continued business. And although it s our birthday, we re giving you the gifts, so let me remind you one last time not to miss the 2008 FREE STUFF, much of which carries our 20th birthday motto: We wish you the best for 2008, and look forward to working together for 20 more years. Mike Dziok, Totaline marketing manager

3 JANUARY PAGE 3 TOTALINE ANNOUNCES FREE STUFF PROGRAM FOR 2008 The holidays are over, but for Totaline customers, the gifts keep coming! As part of Totaline s 20th Anniversary Celebration, HVAC technicians and contractors can receive Free Stuff every month throughout We ve done contests in the past, said Mike Dziok, Totaline s marketing manager. This isn t a contest. When you buy something from Totaline in 2008, you can get Free Stuff. Giving away items during our anniversary celebration is another way of saying thank you to our loyal customers and providing them with things they can use on the job. We will launch different Free Stuff offers on the first of every month and continue them throughout the year as long as supplies last, Dziok said. January s offer includes a Totaline estimator box (a sturdy, metal box that closes and stores paperwork), 2008 Totaline calendar listing all Free Stuff offers during the year, and a multi-screwdriver. Dziok expects a tremendous response and encourages contractors and technicians to act fast before supplies run out. The offers will be listed each month at where directions to Totaline stores are available along with the 2008 catalog. In addition, most Totaline stores will have free Totaline calendars available that feature the 2008 Free Stuff offers. Getting Free Stuff is simple. Go to click on the Free Stuff link, and complete the quick quiz. Print off a certificate with instructions and make the required Totaline purchase. Free Stuff items will be shipped directly to the contractors and technicians homes or offices. We want our customers to know that Totaline is their one-stop shop for everything they need, including all brands and aftermarket parts, Dziok said. With the help of our experienced counter sales associates, you come in, get what you need and get out. We want to be their business partner. And, that s our 20th anniversary message:

4 Carrier Corporation 2008 For promotional information visit and for technical information visit JANUARY PAGE 4 Got a light? Just 2 generic igniters match most furnace and boiler brands. With just two Totaline generic igniter models, you can replace literally hundreds of original equipment igniters on all major brands of equipment. Keep 2 on your truck at all times. FREE (one Get a FREE Totaline multi screwdriver With online offer completion & proof of purchase (2008 invoice showing both P and P generic igniters from a Totaline distributor.) Simply log on to and click on the link to Free Stuff for full details and follow the instructions. While supplies last. per person - certified HVAC/R professionals only)

5 JANUARY PAGE 5 STUMP JIM FLYNN (It s Totaline s 20th birthday and we just wanted to say that Totaline Training Manager Jim Flynn is even older than Totaline. He s worked within our parent company in some capacity for 30 years, and was around for the birth of Totaline two decades ago. He s old. But he probably has more Totaline knowledge than anyone out there, so here s your task: every month in this column in Working Together, Jim will answer your questions about Totaline parts and stores. Ask him anything. Do you have a motor question? Want to know how our counter sales associates can help you? Challenge him. Make him do his homework. That s right, your mission, should you choose to accept it, is to Stump Jim Flynn. The editors) Hi, folks, and welcome to Stump Jim Flynn. I ve been with the company for more years than I care to mention, and am Totaline s training manager. We train everyone from counter sales associates to store managers on Totaline products and customer service. Basically, I make sure that we know how to help you, our customers. And we do that by listening to what you have to say, whether it s through feedback in the stores or through tools like this column. So you might not know me, but I know you, because you re the person I m training our folks to take care of. Stump Jim Flynn is just another way for us to help you, because the best way to help our customers is to listen to them. So yes, have some fun and try to stump me. me a question, and don t be afraid to ask anything. If I don t know the answer, I bet I know where to go to get it. If you stump me, maybe I ll send you one of our Totaline 2008 FREE STUFF items (check them out at But remember, I get the last laugh: I choose the questions I answer! James Flynn James.Flynn@carrier.utc.com

6 JANUARY PAGE 6 IN THE SPOTLIGHT: JONLE HEATING-COOLING For Gregory Leisgang, president of JonLe Heating-Cooling in Cincinnati, Ohio, his business has always been about people. Our reason for being in business is to serve our customers, Leisgang said. So when a customer of JonLe s made a unique request, they were happy to help. The customer, a nurse, was working with a patient who was almost killed in a robbery. While he was recovering, his family desperately needed a furnace. She reached out on a whim and asked us, could you possibly help this family? Leisgang said. Habegger Corp. donated a furnace; JonLe installed it for no charge. It was a touching story that hit home, Leisgang said. And it was brought about by the relationship that we had developed with a customer. Serving a nine-county region that reaches into Indiana and Kentucky, JonLe is a leading provider of home comfort solutions. Leisgang describes their work as residential niche based with a light commercial twist. Leisgang s father started JonLe in 1960, and from the beginning, the company philosophy was dedication to its customers. It s in my genes, Leisgang said. He had offers to join bigger firms after he graduated from school, but I chose to invest my life in what was then a six-person company. That investment has paid off. Now a 55-employee company, JonLe is thriving. And we re not in business today to be out of business tomorrow, Leisgang said. So Leisgang strives every day to serve the customer as personally as his father did, even though he said that the expectations of customers today are so much higher than they were 20 years ago. Accustomed to the Internet and instant access to information almost everywhere, consumers require 24/7 service 365 days a year. I don t believe in unlisted phone numbers, Leisgang said. If a customer wants to talk to me, I want to talk to them. We want to make certain we re accessible because if you aren t, trust me, they ll find somebody who is. That s why JonLe has instituted unique tools for customer service, including a dispatch system that allows customers to call JonLe any time, night or day. The dispatcher on duty has access to all customers information which is updated after every service call via the company server. When a customer has an emergency, a technician is dispatched immediately with all the necessary information. Another important JonLe customer service tool is its website, The website points customers to HVAC resources and answers questions. Eventually, customers will be able to look up their own service information and even pay JonLe bills online, said Mark Schwarz, JonLe s inventory control and purchasing manager. We want to give them that convenience, he said. This convenience and attention is imperative to gaining and retaining customers, Leisgang said. I think there isn t a day that goes by when our customers aren t measuring us. Is the inbound call taker pleasant? Are technicians wearing shoe booties in homes? Those kinds of touches impact consumers in a way that says this is the company that I want to be doing business with, he said. This commitment to customer satisfaction makes the JonLe team special, Schwarz said. We re all striving toward one thing. It makes it easy to go to work every day. Leisgang agrees wholeheartedly. I don t know what else I d do if I wasn t doing this, he said. I love my work.

7 JANUARY PAGE 7 WINTER NO MATCH FOR TWO TOTALINE GENERIC IGNITERS It s winter, and HVAC/R contractors in states with colder weather have two words on their minds: furnace calls. Now, Totaline stores offer two generic igniters that fit almost every brand of furnace, making it a lot easier for technicians to keep the winter months warmer for their customers. When a contractor is at a customer s home in the middle of winter and the furnace s igniter needs replacing, it needs to be replaced quickly, said Jay Seitz, Totaline motors and heating aftermarket supplies product manager. By carrying just two different Totaline generic igniters on their truck, contractors will be prepared to replace almost any igniter on any brand of furnace immediately. For repair jobs where the factory warranty isn t an issue, Totaline s two generic igniters are an affordable, trustworthy option, Seitz said. And it wouldn t hurt to have extras on the truck because they ll get used, he added. Beginning January 1, contractors and technicians can receive a free multi-screwdriver by purchasing two Totaline generic igniters an opportunity for them to receive a free gift while fully preparing themselves for almost any igniter issues that come up in their customers homes this winter. Getting the free multi screwdriver is simple. Visit click on the Free Stuff link, and complete the easy quiz. Then, print off a certificate with instructions and make the required Totaline purchase. Items are shipped directly to the contractors and technicians homes. Act fast before supplies run out!

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