10 People
Climbing mountains at Climate Center
Lee Jon Newman was appointed managing director of Pipe Center and Climate Center in September 2013. Here, he talks about his first impressions and challenging himself and his company to move onward and upward.
On the industry
“I have to say I was amazed at the depth of knowledge and passion of people at all levels in this industry. The energy and commitment to delivering something tangible, something that makes a difference, is incredible.
“There are lots of opportunities for us to help each other make our industry even better, and I’m impressed that I haven’t yet met anyone who doesn’t want to try and do things better. Plus, we have a great brand with heritage and global reach. It is a compelling combination.”
On management style
“My approach is ‘high challenge, high support’ – which means setting stretching but achievable goals, and then making sure people have the resources and support to deliver. I’m also a big believer in doing what I say I’ll do, I’m very ‘Ronseal’ in the way I work.
“I am lucky at Pipe Center and Climate Center that I am surrounded by some of the most dedicated and knowledgeable people you will ever meet. From our trade counter staff, who know everything there is to know about our products and how to apply them, through to our fantastic management team, there is a depth of experience and commitment that is frankly awesome.”
On the Belfry Group and WR Refrigeration “It would be an understatement to say it was not the start to a new job you would wish for. However, even with the most careful and precautionary approach, it is a fact of life that companies are often at greatest risk on the upswing out of recession, due to the cash-flow pressures. The loss of these customers was obviously a blow. However, I was immensely proud of the way we responded and rapidly got to grips with managing and mitigating the impacts. When a company fails, it is important to remember that the work they were doing still needs doing – it doesn’t go away.”
On the supply chain
“We are part of a value chain, and it is vital to recognise that we have customers at both ends. We need to be equally attentive and responsive to the needs of customers
ACR News April 2014
who buy from us and customers who supply us.
“This means close co-operation, and working together in partnerships that are fair and highly productive. In this way we maximise the opportunity we have in the middle of the chain to add value for everyone involved.”
On partnerships
“A lot is said about the importance of collaboration and the need to work together and I really believe in the importance of value creation through partnership. In my experience, the most effective partnerships are those that have honesty and transparency at their foundations. And this requires trust – trust which needs to be earned.
“When we promise we will do something, we must keep that promise – and deliver. Never overpromise. And when things don’t go according to plan, as sometimes in life and business they don’t, we must be upfront and honest about it – let people know what is happening and what we are doing about it. Being true to your word creates trust, and builds long- term relationships from which everyone prospers.
“I think, as a service-led industry, we should never assume we know what people’s needs are – we need to put aside preconceptions and look afresh. The truth is that there are many different types of customer, with different requirements, issues and priorities.
“It is our job to define them clearly, understand the various requirements, and then shape our offering to meet the need in each case. It is not rocket science, but it does require an open mind and a disciplined approach.
“The result is that you serve your existing customers better, and win new ones. We have made significant progress in this. But there are still plenty of opportunities to improve. From now on, everything we do will be in response to customer insight, with the customer at its heart.”
On value added services (VAS) “We see VAS as integral to our offering, looking at how we can best serve our customers and fulfil their needs in the most efficient way.
“There is a growing trend in the trade to embrace this approach, as it gives significant advantages and opportunities to deliver projects on a scale that would not be possible otherwise. Not to mention the potential cost and time savings. “We plan to invest in them and continue to support and educate customers on how they can make use of VAS to build their own businesses.”
On sustainability
“The sustainability agenda is obviously very important in shaping the future of our sector. I believe the industry is maturing in its approach to ‘being green’. Instead of looking at individual energy-saving products, a more holistic approach is being taken, which takes into account the cost and impact of the whole project, indeed over its entire life-time. This is far more intelligent and meaningful, and moves the debate on from being an exercise in simply being seen to be green.”
On logistics and distribution “We are investing in a new distribution centre at Measham, giving us enhanced capability – and enabling next day delivery to all branches in the network. It represents a multi-million pound investment and is scheduled for opening early in 2015.”
On the future
“I have some customer service and market share criteria in mind, and a rather challenging sales figure that I have shared with Wolseley UK’s leadership team. We are now working to make it happen. “Nothing is more exciting than climbing a mountain you have set yourself to conquer. You might be apprehensive about setting off, but you do it anyway. “I am looking forward to working with the Pipe Center and Climate Center team to make our goals a reality, and celebrating with them when we reach the summit.”
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