38 HYDRONICS | HOLOHAN | CONTINUED FROM PAGE 36


not in a complaining way. He was talking about hydronics in a way that made Yates’s broad offering look like a delicious, problem-solving smorgasbord. He was bubbling over with enthusiasm. There’s a narrow doorway that a lot of equipment has to


fit through. No problem. Yates sells all of that equipment, and they can pipe it onto a rack at their place. They’ll put the rack on wheels so that it glides through the door. Send the wheels back when you’re done. Once you have the


package in place, all you have to do is add the pipes and the wires. Your problem is solved and their business grows. So does yours. That’s what a good rep does. Jim’s attitude is that everyone else’s problems are


Yates’s opportunities. He doesn’t just have the products; he also has these passionate people and that wonderful, old school attitude that says there’s no need to call the factory; we have everything you need right here. Everything.


Jim talked and I


listened and asked more questions. He’s good with a story. He told me about the 336,600 gpm, post- Katrina pumps that now serve New Orleans, and he told me about custom-made toilet partitions. How’s that for range? As I listened, I kept


thinking about my old boss. Jim Yates reminded me so much of him, as he


...Our customer was the wholesaler, and we were hell bent on pulling through sales to wholesalers by helping and teaching the contractors for free, all in the hope that the contractors would do the right thing and ask for our stuff by name.


was 30 years ago — smart, enthusiastic and so sure of his company’s capabilities. So certain that within every problem there is a business and that there is never a need for any customer to ever go anywhere other than right here because we know what to do and how to do it. That’s old school. Somewhere during the


two hours, I mentioned to Jim Yates the manufacturer who was getting all those phone calls. Jim shook his head. “That’s not good,” he said. “That’s our job.” Made me remember


e Circle 25 on reader reply card


what a rep should be. Should be like Yates.;


phc january 2011 www.phcnews.com


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