Q&A: Behind Empire Southwest with CEO Jeff Whiteman

Jack Whiteman positioned an excellent guess when he relocated his Caterpillar dealership, Empire Equipment, from Oregon to Arizona 65 years in the past.

Identified as we speak as Empire Southwest, the dealership has a foothold in three of the highest 4 mineral-producing states within the nation and a regional hotbed for housing, manufacturing, knowledge facilities and semiconductor facility building.  

These large-scale initiatives demand gear, and Empire has grown with its clients, increasing its service territory and worker base by over 30% previously two years by way of the acquisition of Nevada-based Cashman Tools Co. The corporate now has greater than 30 places and over 4,400 staff in Arizona, Nevada and elements of California.

Even after 74 years in enterprise, the corporate stays family-owned, and Jeff Whiteman, grandson of Jack Whiteman, grew to become president and CEO when his father, John Whiteman, retired in 2002. He has led by way of the financial uncertainties following 9/11, instituted a powerful course of enchancment mannequin and continues to increase the corporate portfolio with affiliate corporations Empire Truck & Trailer, Empire Renewable Power and Empire Agriculture.

Along with Cat gear, Empire sells, rents and companies heavy gear, tractors, energy, vans, trailers, and pump technology gear from 180-plus extra title manufacturers to shoppers within the building, mining, power, agricultural and industrial sectors.

Empire has advanced from gear gross sales and repair to develop into an trade chief within the rebuilding of kit, parts, precision machining and fabrication. Empire additionally gives fluid evaluation, hydraulic companies, gear rental, operator coaching and different product and buyer help companies.

Whereas new gear gross sales stay an necessary a part of the enterprise, Empire has shifted its strategy in recent times from “promoting one thing” to “fixing one thing” – away from buyer transactions to extra consultative conversations with shoppers, the place they deal with doing what’s within the finest curiosity of their shoppers.

The corporate has a big elements stock throughout 31 elements retailer places and over 300 drop places for supply of most elements inside 24 hours. Purchasers should buy elements on-line, from Elements.cat.com, order by telephone or in retailer – new, used, remanufactured or alternate elements.

When a machine goes down, Empire is at the prepared with subject service specialists and service vans, lube vans and welding/machining vans with the newest diagnostic and restore expertise. If bigger repairs are wanted, the corporate additionally employs a few of “the perfect material specialists within the trade” throughout its territory in Arizona, Nevada and elements of California.

Empire says its Cat-certified technicians common 10 or extra years’ expertise and may carry out any job from fabrication and welding to engine and part rebuilds. The corporate’s longest-tenured worker simply celebrated his 50-year anniversary.

The dealership views consumer issues as a possibility to supply a brand new resolution and deepen a relationship. As one instance, Empire technicians work alongside shoppers at mining websites to make sure quick service and uptime even in distant areas. Empire additionally employs skilled gear operators to assist shoppers with new gear and expertise onboarding when machines are delivered to the jobsite.

In his nomination of Empire Southwest, consumer Dennis Hext of Protek Building stated, “They’re at all times fast to assist with normal elements to probably the most troublesome objects. We all know that we solely have to make one name and [sales representative] Billy Rackley will get his crew to work and discover a resolution for us! Empire Cat is our go-to gear accomplice.”

For these causes and extra, Empire Southwest is Tools World’s 2024 Large Iron Vendor of the Yr.

Empire SouthwestTools World lately sat down with Jeff Whiteman to have a look again on the previous 74 years, in addition to what the dealership has in retailer for the long run.

What was your first job on the firm?

My grandfather needed me to work in each place within the firm, so I understood what’s requested of our folks and what they go by way of. It was nice steerage, so I began on the steam rack washing elements and machines. 

What’s the finest recommendation you’ve been given?

Once I was a bit child, my grandfather instructed me the key to success was to ‘maintain the farm and the farm will maintain you.’ Once I requested him what that meant, he stated, ‘I am not going to inform you, however always remember what I’m telling you.’ And I by no means forgot. It merely means take care of your folks and your shoppers and they’ll maintain you. It was clearly the perfect recommendation I ever acquired. Our aim is easy: assist others to be extra profitable and attempt to be the perfect in no matter we’re doing.

What’s your proudest accomplishment?

Constructing on the legacy of those that got here earlier than me to make issues higher for our folks and our shoppers. I believe my grandfather and my father could be pleased with what we’ve been in a position to do with the corporate and the tradition now we have created.

What retains you up at evening?

That there could also be somebody in our firm that isn’t really residing our company values and the affect that could possibly be having.

How do you keep near your clients and their wants?

I hear to know and do the whole lot potential to make issues higher.

How have contractors modified through the years and the way have you ever adjusted to these adjustments? 

Being within the building, mining, farming and energy enterprise isn’t simple and our shoppers are very centered on enhancing availability, decreasing their prices and rising their efficiencies. As a end result, they need to have interaction with a accomplice that is aware of its stuff and may add actual worth. We practice our groups to drawback remedy, hear intensely and reply with urgency. Our shoppers rapidly be taught nothing is simply too small or sophisticated that the Empire crew isn’t prepared to search out or create the finest resolution.  Contractors need you to meet them the place they’re, comply with by way of in your commitments and deal with them nicely. We spend money on expertise and instruments to remain present with market traits and assist our shoppers be aggressive.

What’s your largest problem in relation to staffing? 

Discovering good people who’ve the aptitude, work ethic and angle to thrive in our trade. Additionally, most of the technical packages have been faraway from most excessive colleges which makes issues much more troublesome. We as an trade have some work to do encouraging the following technology to know the improvements and potentialities in our enterprise.

The place do you see the most important progress alternative for Empire?

We noticed quite a lot of progress with the acquisition of the Nevada territory. Our largest progress alternative now’s ensuring we’re executing in opposition to Empire’s Model Promise. Which means ensuring now we have a tradition of passionate and engaged staff who construct robust relationships with our shoppers and easily make doing enterprise with Empire simple. 

You’re very invested in innovation. What are the most important technological adjustments you suppose we’ll see within the building trade within the subsequent 5 years?

There’s quite a lot of nice work being completed by the best-in-class producers we accomplice with. We’ll leverage these advances to make sure our shoppers see extra success of their companies. I consider we have to deal with advances in expertise internally at a much more fast tempo to serve our staff and shoppers higher. Enterprise intelligence, knowledge mining and analytics, machine studying and AI used proper and with governance want to develop into a part of our on a regular basis processes.

Some other phrases of knowledge?

Make issues higher wherever you might be!