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Deember/January Newsletter

Thoughts from the Nest

HAPPY HOLIDAYS AND MERRY CHRISTMAS ,

This time of year always seems to fly by. Maybe it's the fact that the youngest of my 4 kids still believes in the "Santa phenomenon". She is only three, but singularly focused on obtaining as many presents as possible. To her, this goal is the real meaning of Christmas. If she still feels this way next year, I will have concluded that I have failed as a parent. It seems like things accelerate the older I get. It seems like only yesterday, (actually five years now), that for weeks leading up to Christmas, little items around the house mysteriously disappeared. I was especially alarmed when my new DVD of Monster Bulls (Elk Hunting stuff), strangely vanished. I conducted a grid by grid search of our house, even finding a long lost computer mouse in the couch cushions, but the DVD remained allusive. So after the usual grumbling I resigned myself to never seeing it again. Imagine my surprise and the feeling of silliness I felt that I had gotten upset over such a trivial thing, when upon opening a gift from my five year old daughter I found my DVD. She had been secretly procuring items from everyone in the house and wrapping them up and sticking them under our Christmas tree. She wanted to be part of the giving process also. Every time one of the family opened one of her gifts her little face lit up with excitement as we were genuinely happy and surprised at the gifts she had re-given us. At that moment, I was pretty thankful for having such a sweet kid. To this day thinking about the story still brings a sense of amusement and gratitude.

Time marches on and every year we put out a Nite-Hawk calendar and I move the old year's calendar down my office wall. It never occurred to me that I may run out of space on my office wall. Maybe that says more about the size of my office, but I prefer it to mean that we have been doing this for a while. I still feel like I am a young guy, but reality sinks in when I look in the mirror and notice far too many gray hairs for a 20 something year old. I am sure many of you whom I have known for 15 to 20 years feel the same. Your youthful enthusiasm is infectious and I hope that I have the opportunity to continue to work with you for many years to come.

With the state of the economy the last several years, we have seen many tough challenges for many in our industry. Many contractors continue to struggle at levels well below where they were only a few years ago. Hopefully, the really tough days are in the past and you can look forward to a bright and prosperous future. At Nite-Hawk we have been very fortunate and grateful for the opportunity we've had to meet some of you and work with all of you. I think we have a unique opportunity to work with contractors and hopefully act more like a partner than a supplier. Typically, in these newsletters we have tried to write something of substance that may help in your business. However, during this time of year, my hope is that we remember what is truly important in our lives and think about how we can make life better for those around us. If there is anything we can help with, whether it be sales, marketing, operations, finance, or just talking about the industry please don't hesitate to give us a call. Even if you never intend to buy a truck or aren't a current customer, we would love to talk to you and see if we can help. Personally, as well as from everyone here at Nite-Hawk, we wish you a warm and prosperous Holiday Season and renewed optimism for the upcoming year.

Happy Holidays,

Tracy Day, President

Finance Partner
Wells Fargo We have added Wells Fargo to our outstanding group of finance partners to offer some of the most competitive financing rates available. Depending on credit approval, Wells Fargo is offering historically low financing/lease rates on equipment. Financing should be a simple and stress-free process, so give us a call today to see how you qualify.

National Pavement Expo

Join us in Nashville February 2-5th for the annual NPE Show. From nationally recognized conference sessions to a packed exhibit floor and unprecedented networking opportunities, you'll find everything you need to make smart decisions for your sweeping and pavement maintenance business. Stop by our booth, #1432, to see the latest innovations in hydraulically powered parking lot sweepers with our NH Raptor and NH 200 Osprey sweeper models. It was nice to see many of you in sunny Las Vegas this weekend for the NPE West Show. Complimentary show passes are available per request via email at info@nitehawksweepers.com or toll-free at 800.448.9364.

Change is Good

Times have changed, has your truck? Advances in our patented hydraulic technology have made the auxiliary engine a thing of the past! The all new NH 200 Osprey comes equipped with the VFC hydraulic system, the same hydraulics used on the NH Raptor, allowing for performance and efficiency never before seen in a conventional sweeper truck. Our revolutionary NH 200 Osprey will improve your operating efficiency and give you the power to tackle any parking lot. Learn More » Or call us at 1.800.448.9364

Nite-Hawk Sweepers
8228 S. 206th Street
Kent, Washington 98032

September Newsletter

Thoughts from the Nest

CUSTOMER SERVICE: FILLING IN THE GAPS

Hopefully none you reading this just choked on your drink, (coffee if you're in Seattle) when reading the headline about customer service. The presumption that we at Nite-Hawk have done a good job of taking care of our customers is a scary one for me; in that the majority of unhappy customers don't complain, they just go somewhere else. There is a statistic in the hotel industry that only 2% of customers that have poor experiences complain. The other 98% just don't come back. The estimates for how much more expensive it is to acquire a new customer range from 5-20%, depending on which survey you read. The bottom line is that it's expensive to lose customers to poor customer service. Undoubtedly, you know this intuitively, but how to fill in the gaps to avoid being a casualty of this statistic? A small often overlooked suggestion is to understand communication mediums and their place in your business.

We all are surrounded by social networking sites, emailing and texting "smartphones", and the internet with all its advantages and pitfalls. It's important to decipher how your customers communicate and tailor your approach, without losing the advantages of making it personal. We have seen the two extremes in the sweeping business. The first is the tech-savvy entrepreneur that emails and tweets but never makes a phone call, probably a model of efficiency, but losing that personal touch that separated him early on from the competition. Have anything important to say? Don't email it. Face to face contact is the best way to communicate, followed by a phone call. Personal contact allows you to read the customers reaction and handle any concerns they have immediately. In addition, over-emailing puts you at risk of becoming irrelevant. Don't become spam. Help the customer invest in the relationship process through direct contact.

The second extreme is the very personable guy that thinks the cd tray on his computer is a cup holder. His customers love to talk to him, but they get frustrated by his inability to work electronically. He is able to read customers through direct contact but struggles with inefficiency. Customers want the best of both worlds.

Social networking sites can be very helpful in creating an image and communicating, but can also lead to unprofessional behavior and a lack of information control. Be careful of content that is posted and the perceptions that it creates. Actively control the information the best you can and don't be complacent on comments you make on your site. I am constantly amazed on what people will post, only to discover later that what they thought was funny or cute, was considered immature or unprofessional to a customer. If you are thinking about a blog then remember the 90-9-1 Rule. 90% of people that look at your site will be the audience, 9% will be the editors and that 1% will create the content. So what you think is the norm may really be the minority talking.

Understanding your customers' communication habits and mediums can help to create stronger relationships and prevent miss-communications. If you are not sure of your customers' interaction communication requirements, don't be afraid to ask. In the worst case, use the tool that got you started as an entrepreneur, your face to face sparkling personality.

Tracy Day, President

Maintenance Minute - Maintenance Log

A commonly overlooked, but important aspect of both vehicle and sweeper maintenance, is record keeping. A simple log and a few minutes to track your routine maintenance can give you information to plan budgets, reduce down time, and lower inventory costs. The maintenance log should list the date and service performed, as well as the technician responsible and the parts used. If you don't already have a Maintenance Log, click on the link here to download an example. Contact your individual equipment manufacturer for specific maintenance schedules. These logs should be keep on all your equipment, including blowers, sweepers, plows, striping and paving equipment, and pressure washers. The more accurate the log, the better your planning information will be.

August Newsletter

Thoughts from the Nest

GRATEFUL

I was walking through the airport the other day and I saw a young guy, mid twenties I suspect, walking in front of me. Clearly in good shape with a well groomed haircut, I am guessing a military man of some sort. As I and the rest of the passengers walked off to their respective planes eager to get to their next destinations, he stood out to me for some reason. He was wearing a t-shirt that read:

"Some people spend an entire lifetime wondering if they've made a difference. The Marines don't have that problem."

The quote is attributed to Ronald Reagan. I was immediately struck with a sense of gratitude for the privilege to live in this country and for the men and women who serve.

For months, it seems like in every article I mention the doom and gloom out in the world today, but yet fail to mention all the opportunity that this great nation affords us. I don't slow down nearly enough to contemplate the truly awe inspiring sacrifices that went into not only creating, but maintaining our country and freedoms. I am humbled by the privilege to live and raise my family here.

I love history and have dragged my family around the country to places like Washington DC, Philadelphia, and New York to see firsthand the staggering time line of events that created the United States of America. I try to teach my kids how important it is to recognize the value in what we have as citizens. Mostly I imagine my kids are thinking that it's just another thing dad wants to see" or "really dad... do you have to read everything?" But I hold out hope that one day they will truly appreciate their country and not take it for granted.

This was no more evident to me as when recently our family left from a visit to see my wife's great Grandpa. At almost 90 years old he is a tremendous example of the greatest generation. He served in WWII on two continents and received two purple hearts; he never speaks about it, but will answer questions if you ask. He doesn't consider himself special, but figures that it was the right thing to do.I love that about those guys. I think he knows that he made a difference. I certainly know he did. I am grateful for his sacrifice and hope that I don't have to wonder someday if I made a difference.

And even though times are not what we all would like them to be, it is important for me to stay grounded and understand what I truly have. I have had the opportunity to travel and see other places both in this country and abroad. I am constantly reminded how lucky we are to be in the U.S.A., but day-to-day life gets in the way and you forget what a blessing it is to live here. The great fortune we enjoy to make our own way and raise our families and teach them as we see fit. We have the opportunity to start a business and succeed or fail, by the sweat of our own hands, and to enjoy the rewards. An opportunity I am grateful and thankful for living in this blessed country.

Tracy Day, President

NAPSA Webinar

Tips and Tools for Estimating a Profitable Parking Lot Contract September 1, 2010 - 5:00 PM Eastern Objective To provide individuals/organizations involved with parking lot sweeping with tips and tools on how to estimate a contract while making a profit. What You Can Expect To Learn: Myths about estimating Mistakes often made when submitting a sweeping estimate The differences between estimates and bids, as well as pros and cons of both How to develop a strategy The impact that frequency has on an estimate Where do additional services fit in? Tools you can use How to estimate Examples of the estimate process Intended Audience All individuals and companies within the sweeping industry are encouraged to attend this webinar. Whether you are a new company starting out or if you are a second or third generation owner, everyone will gain something from this educational session. For more information and registration please visit the NAPSA website at https://www.powersweeping.org/index.cfm/webinar_registration/?CFID=6957280&CFTOKEN=73541976.

Maintenance Minute - Skid/Flap Adjustment

A simple way to keep your Nite-Hawk performing at its peak is to regularly inspect and adjust your pick-up head, flaps, and skids. This inspection should be part of your daily procedure with a focus on the skid, alignment, pick-up head, and length of the rear flap. Step 1: The skid (NH # PU-1601) and skid plate (NH # PU-0211) should be parallel to the top of the pick-up head. If the skid plate is out of adjustment, use a ¾ wrench to loosen the skid plate bolts and bring the skid plate back to parallel. Step 2: Next, inspect the skid for wear and damage. The skid should be a minimum of ¼" think in all areas, with no signs of cracking or fatigue. All the skid bolts should be tight and unbroken. Step 3: After inspecting the skid plates and skids, sight down the rear of the pick-up head for damage and alignment. Step 4: To check for flap wear, measure the distance from the ground to the bottom of the rear flap. This distance should be no more than 1/4". If an adjustment is needed, remove a skid spacer using a ¾" wrench. If the rear flap is uneven, remove enough skid spacers to eliminate all gaps. Over time, the flaps will wear and this process can be repeated. The flaps (NH # PU-1900) should be replaced when all skid spacers (NH # PU-1602) have been removed and the rear flap shows a gap of ¼". By following these simple procedures you can maximize the performance of your Nite-Hawk and extend the life of your pick-up head. For parts and service you can visit us on the web at parts.nitehawksweepers.com or call us at 800.448.9364.

April Newsletter

Thoughts from the Nest

PLANNING FOR YOUR FLEET

We all wish we could have predicted the economic turmoil over the past several years. Maybe you were one of the astute people that saw it coming and were able to capitalize. But, if you were like most, you probably have enough on your plate focusing on running your own business. What's true in any sense is the more information you have, the better your chances of capitalizing on future opportunities and avoiding the pitfalls sure to head your way.

One of the larger changes at our doorstep is the new US Emissions Regulations. Some of the information is pretty complex, but with the help of our friends at Isuzu, hopefully, we can provide some additional information to stay ahead of the curve and help you plan for future fleet decisions.

From 1988 to 2010 government initiated environmental restrictions have led to a diesel engine emission reductions of 97%. Environmentally fantastic, but at a steep price to the end user. The financial result has been a dramatic increase in prices for diesel chassis, as we have migrated from the Tier II standard to the current Tier IV standard. The current Tier IV chassis, (not available until early 4th quarter 2010) requires an additional NOx after-treatment device. Isuzu and most major OEM's have chosen to use Selective Catalytic Reduction (SCR) with a Diesel Exhaust Fluid (DEF) injection to reduce the NOx. In other words, they will be adding a diluted mixture of 33% automotive grade urea and 67% de-ionized water. This is a certified (by the American Petroleum institute) fluid that should be widely available.

This is not technology to be afraid of as over 700,000 are currently operating in other countries, but definitely something to be aware of as you evaluate your fleet. Additional cost for this system will come in the form of purchase price and maintenance. It is uncertain at this point what those costs will be, but definitely plan on spending more. Estimates on the chassis increases could be as much as $4,500. Early indication for DEF filter replacement intervals are every 1 to 2 years but there is still no definite word.

For those of you in cold climates, DEF systems will be warmed through the engines and may require extra start-up time.Space requirements for the DEF units will require sweeper manufacturers to engineer around the changes. On a positive note, we have been told that the DEF equipped trucks will be more fuel efficient than current models. After this change, it appears like there are no other changes scheduled for the foreseeable future. All 2011 model year trucks will have DEF level indicators on the dashboard and manual site glasses to view the urea mix levels. Warning lamps will let the driver know somewhere between 400-500 miles before the DEF tank is empty.The amount of DEF used will depend, just like fuel consumption, on how the truck is used but plan on 2% or less of fuel consumption.

Hopefully this was helpful information. There is a lot to digest, so please don't hesitate to give us a call with any questions or comments. Or visit our website or www.factsaboutscr.com or www.isuzucv.com.

Tracy Day, President

Maintenance Minute - Isuzu
The recommended maintenance schedule for Tier III emission Isuzu NPR chassis have been increased for the following items: Lube, oil, and filter - 6,500 to 10,000 Engine Coolant - 26,000 to 30,000 Brake Fluid - 26,000 to 30,000 Transmission Fluid - 26,000 to 30,000 Differential Gear Oil - 26,000 to 30,000 Power Steering Fluid - 26,000 to 30,000 Wheel Bearings Grease - 26,000 to 30,000

March Newsletter

Thoughts from the Nest

IDENTIFYING YOUR POSITION PLAYERS

A few months back I wrote an article titled, "Creating Your Team". The short article focused on creating a team of competent contributors outside your business to help you identify ways to become more productive, identify growth strategies, and manage resources. Being a sports fan, I identify with the "team" aspect. And in retrospect, I probably should have written about the "internal team" first. Putting your internal team together, identifying their strengths and weaknesses, and what positions you need to fill, are essential steps that require examination routinely as part of your ongoing business health. Think about it like an annual physical, not pleasant but good insurance.

The first step is to identify your tendencies and personalities as the business owner, manager, or supervisor. Are you the dreamer, the manager organizer, or the person that just wants to get to work? Business books refer to these unique personalities in different ways, but I like the descriptions that Michael Gerber's The E-Myth uses; the entrepreneur, the manager, and the technician. Understanding who you are and what dominates your behavior is the first step to balancing these traits and selecting complimenting players around you. Stacking a line-up with all home run hitters may be great against a weak pitcher, but will ultimately lead to a higher strike out rate, and more than likely, poor defense. You need to have consistency in your lineup to accommodate for the deficiencies of the power sluggers.

I was thinking about a customer who was lamenting the performance of a once productive employee. He was disappointed that this employee wasn't functioning well in a new sales role and was contemplating terminating him. We spoke about how happy he was with this employee when he was in operations and he didn't understand what went wrong. He was promoted to fill a need and since he was good at operations and worked hard, it seemed like a natural transition to be a hard working salesperson. Looking at it from the outside it was easy to see that he had tried to make a .375 hitter into a home run hitter. He was hoping to change a manager organizer into a dreamer. Now, I'm not saying that people can't switch positions, or grow vertically and horizontally in an organization, but it's certainly essential to know what positions are needed and what type of people should fill those jobs. The reality of a successful growing business is that you need all three types of people. Not finding a balance will lead to frustration for you, the employee and possibly severe consequences for the business.

Taking the time to plan and identify these needs in your business can sometimes be a colossal task. Especially if you are one of the personality types, (entrepreneur), who fills the constant need to move on to the next project, challenge, or dream. Force yourself to honestly evaluate what your business requires and just like the thankless task of budgeting, your attention today, will pay off down the road.

Spring Clean-up Sale
Spruce up your fleet with these incredible prices on cost-saving options for your fleet: OEM Front Bumper Covers for Isuzu Cabover - $200.00 $50.00 Side-Suction Hose - $550.00$499.00 Arctic Vinyl Seat Covers for Isuzu Cabover - $450.00$399.00

Maintenance Minute

Having a good safety plan for your employees and equipment will help minimize your risk for costly repairs or insurance claims. Go over your safety procedures and updates at your annual safety meeting. Employee Safety - Replace damaged or worn safety glasses, ear protections, gloves, boots, masks, and work vests. Equipment Safety - Replace damaged or cracked lights, horn, guards, mirrors, windshield and fire extinguisher. Give our service department a call for more safety tips and training available.