Twenty-Twelve Resolution

12/29/2011

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We always use this week between Christmas and New Years to reflect on the past year and prepare for the coming.  We do our big shop clean out this week, and wrap up a variety of yearly tasks.  While what we're doing this week really doesn't change that much next week (we're offering the same great services and products), it's nice to have the psychological close to the 2011 and fresh start for 2012.  Of course, one of the best ways to start a new year is by making some goals and resolutions.  By recognizing the business climate we're all in today, our goals can function as a guide to navigating the mounting pressures so many are facing in the industry.

With this in mind, our goal for 2012 is: to continue to build lasting partnerships with our customers by addressing their needs as our own.

"to continue"

Providing great service isn't just a short-term goal for us.  It's the very foundation of our business.  We are going to continue doing what we've always done while actively looking for ways to improve and strengthen those areas that are weaker.

"to build"

There are good companies that exist to sell you something once without the expectation that you'll necessarily return again and again because of the great service or loyalty you feel.  Most convenience stores are like this - they're there when you need them, but if you can't use them there's another store down the block.  To these companies, there isn't much building involved.  But we're not that kind of company.  In order for us to be most effective, we aim to build understanding and trust.  This enables us to find the best solution, not just the cheapest, quickest, or easiest solution.  This happens over time, which helps us to create the many lasting relationships we have with our customers.

"lasting relationships"

We want our relationships to be long and diverse.  Look at all the different services we offer.  We're not the company that is only interested in just your big projects.  Or just your calibrations.  Or just your cross connection program.  Or just your telemetry system.  Or just your pumps.  Or just your lift stations.  Or just your troubleshooting.  We're interested in all of it.  We look at our relationships that we're building now as lasting relationships, lasting past the end of the project, the end of the warranty period, through all of your service needs, through your future projects, and fifty years into the future.  When you think that far out, you can see that we're not going to put our name on any substandard work or products, because we know we'd have to answer for it down the line.

"with our customers"

Businesses have lots of relationships.  We've got relationships with all sorts of contractors, cleaners, auto dealerships, insurance providers, industry associations, technical schools, professional service providers, and of course vendors and manufacturers.  We work with these people every day, and we even like a whole lot of them.  Our relationships with these people help make us effective.  But our relationship with our customers is the most important relationship we maintain.  This is an important concept for us.  Even though we may like working with one manufacturer a little better than another, we use the product best suited for your needs.  This differentiates us from some competitors.  Have you ever felt like a salesperson was trying to make you fit their product?  To use a non-industry example, this summer Josh and I went through our first timeshare sales presentation experience.  It was fascinating, but something most interesting was the way the salesman tried to fit us to the timeshare.  You see, the timeshare was nice but very children-orientated - there were kids everywhere with all sorts of features for kids.  We don't have kids, and weren't really interesting in the kid-friendly features.  Instead of recognizing this fact and that this timeshare wasn't really a good fit for us, the salesperson kept trying to fit us to the timeshare and sell us on these aspects.  Not effective at all, and pretty annoying since it really felt like he just wasn't listening to us.

By building relationships with our customers and putting those relationships above any others we may have, we hope we can listen to you a whole lot better than the timeshare guy.   We not looking for a customer to fit our product, and most certainly we won't try to make you fit a specific product.  Our goal is to find a product that will fit your needs.

"by addressing their needs as our own"

A few weeks ago I wrote about how we've been picking up on the general anxiety of decreasing budgets, increased demands, and overall a greater amount of pressure on operators.  As I said before, I don't have any magic bullets for the situation.  I can tell you this - we ready, willing, and able to work with you.  If you're willing to work with what you have, constraints often create opportunity for creative solutions.  Despite the atmosphere, I'm optimistic for 2012.  We're looking forward to working with you, addressing your needs (and constraints) as our own, and  finding ways that work best for everyone.  

So there you have it: we're going to continue to build lasting partnerships with our customers by addressing their needs as our own.  Honestly, it doesn't sound all that different from what we did last year or the years before.  We're just using the fresh start of a new year to renew our basic principles.  Because really, aren't the best resolutions are the ones that you know you can keep because you're already doing them?
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Merry Christmas!

12/22/2011

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We wish you a peaceful Christmas weekend, without any emergencies like the one below that happened a year ago.
Rest assured, we're here 24 hours a day, 7 days a week, 52 weeks a year.  So if this happens to you (or something else - hopefully we like to catch the problem before it leads to this!), just give us a call.


P.S. This link is my Christmas present to you.  I've watched it three times and laughed so hard I cried every time.  You're welcome and merry Christmas!!
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Tight Budgets Call for Affordable Solutions

12/16/2011

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As I've been traveling all over the state (really - I feel like I've been everywhere this week), there seems to be a common theme running through all of my conversations with operators - tight budgets for the new year.  This isn't much of a surprise, considering what many towns, cities, and municipalities are facing.  Whether you like it or not, everyone can agree that the last year in Wisconsin has brought about many changes for both public workers and the budgets they have to do their jobs.  

While the political uncertainty brings a certain anxiety particular to Wisconsin, we're certainly not the only ones facing problems.  Jefferson County, Alabama declared the largest municipal bankruptcy in the history of our country this fall (source).  The whole case is complex and I won't run it all down for you here (here's a good article for more information).  What was most interesting to me, and brings a certain amount of warning, is the source of their major bankruptcy - a massive sewer project.  A major part of the bankruptcy proceedings are centered on increases in sewer rates.  We're all familiar with these issues in our own experiences; the high cost of infrastructure in a wastewater system vs. the need to keep water and sewer rates affordable for the members of our community.

I don't have any magical solutions for your budgets; I don't think anybody does.  Here's what I can do - I can offer you our promise to be your partner in these rough budgeting times.  We've been offering lower cost solutions since we were founded in 2004.  If you've been around our company at all, you've seen that we often use the phrase "Affordable Solutions."  For some companies, that might just be a catch phrase.  Not at B&M.  This a pillar of our business and something we're conscientiously providing our customers every day.  This doesn't just mean offering the least expensive products, although you'll find that we use identical products at a lower cost.  When we offer affordable solutions, we don't forget the second word - solutions.  We know that a so-called solution that is merely cheap and only works for a short time isn't affordable.  We offer stable products that last and stand the test of time.  We don't have a lot of the overhead that many competitors may have, so we can keep our service rates lower.  This all adds up to savings for you.

We recognize that this coming year may be tough on a lot of water and wastewater treatment plants.  I look forward to partnering with you in order to get through it while maintaining your system.  If we can have open and honest discussions about what you're facing and your needs, I know that we can help you.  Here's my contact information,
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WRWA Management Conference

12/09/2011

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This week I had the opportunity to attend Day 1 of WRWA's Management Conference.  Since the Expo committee was meeting anyway, I decided to go for the day.  Since I had never been to it and wasn't sure what to expect, I left the booth packed away upstairs and sat in on the classes.  This turned out to

In the morning session, I sat in on the "Regulations Update", which concentrated on the three dockets of changes to the Wisconsin Administrative Code PSC 184 and 185 that the Division of Water, Compliance and Consumer Affairs of the Wisconsin Public Service Commission has introduced.   The changes concern conservation, retention of meters, and a general update of PSC185.  Bruce Schmidt shared the proposed changes, including the reasons behind the changes and the stage of implementation the rules are in.  I always enjoy sessions such as these.  Although we may not be the direct implementors of the regulations, we certainly consider ourselves partners with the operators in ensuring compliance.  Understanding reasoning behind changes and new regulations helps us understand the needs of our customers, and this shared understanding helps us to move forward most effectively.

To my surprise, I found the next class "Understanding and Complying with Wisconsin's Open Meeting and Public Records Laws" fascinating.  While there is no direct application for open meeting and records laws in our business, I was nevertheless very interested in this presentation.  Claire Silverman shared the exact wording of laws, and explained important segments and case law behind it.  While these laws seem rather straightforward, she showed how commonplace occurrences can become more complicated and tricky.  This was certainly a session where the presenter's enthusiasm for the subject showed through, and I found myself captivated through the entire presentation.

I was unable to attend the "Financial Management Potpourri" session because the Expo committee meeting met during this time.  The Expo held in August was another successful year and we were happy to see that we saw a growth in attendance yet again.  One thing we hope is that we don't reach a point where we remain stagnant, and are looking for ways to keep the Expo fresh and interesting for all attendees.  If you have any ideas, let me know!  Don't worry if they're different or weird; we did a dunk tank this year, so we're obviously up for trying different things!

After lunch, there were two classes that concentrated on funding of projects.  The first class, "Procuring Grant/Loan Applications & Administration Services", concentrated on handling the time and expenses of pursing project financing given the current environment of tight local budgets and dwindling and fierce competition for financial resources from state and federal grant and loan programs.  The biggest takeaway for me was the importance of working closely with the grant/loan agency and finding the right person within the agency to help assist with the process.  There are experts who administer these funds, so it can save a lot of headaches to go straight to the one who knows a program in and out.  

The last class of the day, "I Have a Project - Where Can I Get Funding?" gave the different funding agencies the opportunities to highlight their programs and ability to fund different projects.  It is interesting to see the diverse places funding can come from.  Although funds are tight, it is good to see that there are agencies that are trying to work with cities, towns and municipalities to help keep the critical water and wastewater infrastructure up to par.  Another takeaway was that there are a lot of possibilities for funding of projects, and if you don't meet the requirements of one program you still have others that may help.

It was a great way to spend a day.  I had my embarrassing moment of the day as a walked in just a few minutes late and knocked over a glass of water on the table behind me. Thankfully it didn't end up all over someones lap, but I was still red.  Besides that, overall the conference was pertinent, timely and well-planned.  
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