“How wonderful it is that nobody need wait a single moment before starting to improve the world”.

This is a wonderful invitation for each of us to reach out and help right where we are – where we live, in our community, the nearby charitable organizations. The opportunities are unlimited. Often we want to make a real difference. We want to do more and we want to give back. As Anne Frank stated, we can improve the world; but not by trying to do it all ourselves. We can each be of service to “the World” by helping a little at a time. Most of us don’t have the resources to travel the world to help others but most of us can help in our own local areas. If many people helped in their areas, then we are helping the World, a little at a time.

The account is told of a group of men that needed to move a large grand piano in a building from one location to another. They had no moving experience but they were all there, just willing to help. Everybody knew that this task required not only physical strength but also careful coordination. There were plenty of ideas, but not one of them could keep the piano balanced correctly. They repositioned the men by strength, height and age; over and over again—nothing worked.

As they stood around the piano, uncertain of what to do next, one of the men spoke up. He said: “Stand close together and lift where you stand.”  It seemed too simple, nevertheless, each lifted where he stood, and the piano rose from the ground and moved into the cultural hall as if on this own power. That was the answer to the challenge, they merely needed to stand close and lift where they stood.

Synergy means that the sum of the parts is stronger than the individual parts. If we help in our neighborhood and others help in theirs, than synergy is developed and the sum of all our individual efforts is accomplishing much…you get the picture.

Recently a group of about 30 men that I associate with gathered to assist a local farmer repair a wind-damaged farm building. While I don’t take the opportunity often enough to help others, when I do from time-to-time, I have found invariably that I walk away at the end of the day a better person for having rubbed shoulders with those in need. I seem to feel better about things in life in general; I feel uplifted and much less self-focused and self-centered.

So, if you feel to improve the world in some way, start close to home, and you don’t have to wait a single moment before starting!

Wait No Longer,

When it’s your turn, here are the three things to do to make it right:

1. Admit it. Fessing up expedites the recovery process. While it’s tempting to shirk responsibility or slink away, it only makes matters worse.
2. Laugh at it. If it’s appropriate, go ahead. Joking around gives others permission to do the same.
3. Reframe it. People will want to talk about the mistake forever. Acknowledge it, but refocus the conversation on what matters most: moving forward.

At Proheat, we strive to deliver exceptional service and quality products that exceed your expectations.

When we do make a mistake though – we’ll always make it right.

Let us know how we’re doing and drop me a line to share your compliments or your concerns!

Yours To Count On,

David

For about a year now, I’ve made it a practice of giving a quick head nod as the riders go by. They’re coming towards me at about 50 MPH so I’ve rationalized that they just can’t see me very well at such a high rate of speed – and that’s why no one has ever nodded back.

This morning that all changed. The lead cyclist was approaching and I gave my customary nod for the gazillionth time. And then it happened. He nodded back. Then most of the riders trailing behind him nodded. And finally, as the last rider in line started his sprint to close the gap behind the person in front of him, he raised two fingers ever-so-slightly off the handlebars and shot me a peace sign…along with a nod.

I had arrived!

I had to earn those nods – at least that’s how I’m choosing to see it. I had to make almost a hundred trips around that golf course at 5AM on weekdays for many months to get that nod of acceptance, of validation, of acknowledgment for my efforts. I run for me and my health, not for anyone else…

But we all need a nod every once in a while, don’t we?

Or maybe, by pure coincidence, they just happened to notice me for the first time today and when the leader gave me my props, everyone else decided to follow suit (which is an entirely separate topic for a great post in the future – stay tuned for that). Whatever. Either way, I finished my last quarter-mile today with a huge, peaceful grin; which hasn’t always been easy to muster up at the end of a tiring run.

So…who can you give a nod to today? Who has earned your respect with their demonstration of resilience, perseverance and determination? Who do you see going that extra mile?

Today – amidst the hustle and bustle of your busy, fast-paced schedule – notice someone going by you who has consistently exceeded your expectations.

Give ‘em a nod. Flash ‘em the peace sign.

They’ll appreciate it.

———-

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My impatience is a shortcoming and I’m working on it – maybe some of you can relate. As part of my seemingly unending quest to ease up a little, reduce my own stress and make life easier on my family and my Proheat coworkers, I’ve done some reading on this whole waiting game.

I discovered some research by David Maister in an piece entitled The Psychology of Waiting Lines. The paper is aimed at people who operate stores, restaurants, doctors’ offices, and other places where people (just like me) hate to be kept waiting. Of course, most of us are the ones standing in line, not the ones controlling the line, but I’m always interested in learning more about myself and the psychology of my behavior.

Maister’s main point is that the actual time we’re waiting may have little to do with how long that wait feels. Two minutes can pass in an instant, or those two minutes (like mine in the bank line) can feel like an eternity. Here are eight factors that make waits seem longer:

1. Unoccupied time feels longer than occupied time. When you have something to distract yourself, time passes more quickly. Some hotels put mirrors by the elevators, because people like to look at themselves.
2. People want to get started. This is why restaurants give you a menu while you wait, and why doctors put you in the examination room twenty-five minutes before your examination actually begins. Tricky.
3. Anxiety makes waits seem longer. If you think you’ve chosen the slowest line, or you’re worried about getting a seat on the plane, the wait will seem longer.
4. Uncertain waits are longer than known, finite waits. People wait more calmly when they’re told, “The doctor will see you in thirty minutes” than when they’re told, “The doctor will see you soon.” Maister gives an amusing illustration of a phenomenon that I’d noticed while sitting in my doctor’s office recently for a check-up: if I arrive someplace thirty minutes early, I can patiently wait without a problem, but ninety seconds after my appointment time passes, I start to feel annoyed. “How long are they going to have me sitting here?” I start to wonder; as I glance at the receptionist nine times a minute.
5. Unexplained waits are longer than explained waits. We wait more patiently for the pizza guy when there’s a thunderstorm than when the sky is clear. We wait more patiently on the plane when we know that there’s another plane at the gate.
6. Unfair waits are longer than equitable waits. People want their waits to be fair. I got anxious, for example, when my family and I waited to get into the Florida Marlins baseball game this past Saturday night; where there’s no clear, fair way to determine who gets through the turnstile first.
7. The more valuable the service, the longer the customer will wait. You’ll wait longer to talk to a doctor than to talk to a sales clerk. You’ll stand in line longer to buy an iPad than to buy nail clippers.
8. Solo waits feel longer than group waits. The more people engage with each other, the less they notice the wait time. In fact, in some situations, waiting in line is part of the experience. A few years ago, my daughter and three of her friends waited happily together for five hours in a block-long line to catch a glimpse of Taylor Lautner for six seconds at the premier of the movie Twilight. I asked her the next day how long she thought she’d waited – she knew it was “a while” but never looked at her watch and could only hazard a guess at about “three hours”.

Since I read this paper a few days ago, I’ve been a little more patient. I’m occupied (see #1) with analyzing my own experience of waiting in line. This information has also reminded me of the importance of not keeping you – our loyal customers – waiting too long for us to help you solve your next application problem or to receive your critical order on time! Chances are – you don’t like waiting either.

Have you found any good ways to make waiting more bearable? Or, on a different subject, have you found that understanding an experience better has made it more interesting or helped you to cope?

I’m patiently waiting to hear from you! Send me your thoughts to dvittoria@proheat.net.

David

Keep in mind that these are general guidelines, and that each application will have its own set of unique challenges. Please contact your dedicated Proehat Account Manager with any questions regarding your specific application.

Mica Bands

Mica bands are inexpensive and easy to install. Mica bands derive their name from their dielectric insulator, mica. Mica bands are stocked in hundreds of sizes and can be custom-manufactured in as little as one day. Mica bands must have a tight sheath-to-barrel fit to avoid premature burnout. We do not recommend mica bands in high temperature or high watt density applications.

Ceramic Bands

Ceramic bands provide long life and low energy costs. They provide efficient heat transfer without being affected by surface irregularities or loose fit. They can be manufactured in as little as one day, and function well in high temperature applications.

MI Bands

The MI (mineral insulated) band heater is a high performance heater. It can handle higher watt densities and temperatures. MI bands are the most efficient heaters and they are contamination-resistant. They tend to be more expensive heaters and have longer lead times.

Cast Heater

Cast heaters are very expensive, but can last ten years or longer; they are extremely rugged. Cast heaters operate in low watt densities but can work at higher temperatures as well. Cast heaters have a considerable lead time and they are available with cooling fins or tubes. Typically these heaters are cast in bronze or aluminum.

Mini Coil Heaters

Mini coil heaters provide worry free heat for hot runner systems. These heaters are typically sealed to virtually eliminate failures due to contamination. Axial clamps provide for easy installation and these heaters can handle higher temperatures.

Coil Heaters

Coil heaters are low profile heaters that are easy to install in the tight environment of multiple-gate molds. Heat is conducted from the entire 360° circumference. An optional thermocouple can provide temperature measurement capabilities.

Remember that you can always find helpful “Tech Tips” just like this on the Technical Information page of our website, and feel free to call us anytime if you have any questions!

David

Of course you have; and it’s usually when something’s gone wrong, right?

This month at Proheat, we decided to kick off 2011 by asking ourselves that very question: “Why us?”. Coming off of a fantastic year in 2010 and having so much fun doing our jobs every day, we think we have a pretty good idea about why customers keep coming back to us time after time. But we also know that what those customers think – how they (you) answer that question – is what really matters. So I started making some phone calls…asking customers all over the country: “Why Proheat?”

From Florida to California, Pennsylvania to Utah, Georgia to Indiana, Ohio to Texas and from our own backyard here in Kentucky – our customers (literally) answered the call. What I learned is that our service is everything to our customers. The vast majority of the men and women I called say that the number one reason they keep coming back to Proheat is our remarkable service.

I also learned that:

• You know that we care about you and your company.
• We know how to solve your problems – we “ease your pain”.
• You rely on us for our technical expertise.
• We’re almost always number one on price.
• You can count on a quick turn-around – even for those custom-made items.
• We always have the right products (or we know how to get them for you), and
• Our experience means something - exceeding expectations for over four decades counts.

So why you do YOU choose Proheat? Feel free to drop me a line at dvittoria@proheat.net or call me anytime at (800) 626-2142. I’d love to hear your feedback!

Meanwhile, if you’re interested in reading exactly what our customers had to say about Proheat – about what differentiates us from every other vendor – visit Proheat’s Facebook page and have a look. I posted some direct quotes from people all over the country that keep coming back…year after year.

Enjoy 2011! I know we will…and that we have you to thank for that.

David

Every year, the school my children attend holds a festival to celebrate the holidays. There’s always a ton of great food, games and rides for the kids. This year, responding to a great suggestion from one of the parents, the school decided to reach out to two local homeless shelters and invite some less-fortunate families in our community to join in the fun; with all of the ride tickets and food they wanted at no cost to them. About fifty or so men, women and children from the shelters showed up and boy, did they seem to have a wonderful time.

At around 8:50PM, ten minutes before the rides were to shut down, I found my ten year-old son Kevin in line at a bungee ride with three of his friends. Then the man overseeing the attraction began counting heads in line: “Eighteen…Nineteen…Twenty. Sorry, kids…” he said, looking at the twelve or so children behind the twentieth head tapped, “…we only have time to allow these first twenty to ride, then we’re shuttin’ ‘er down”. Kevin was the twentieth, right behind his three friends, and I could see him quietly mouth his joy…”Yesssss!” he whispered to himself, as he and his buddies exchanged high-fives and wide smiles.

For numbers twenty-one through thirty-two though – the children in line who weren’t tapped to ride – there was no celebration, just tears and many long faces. That’s when I happened to notice that all of the kids who were going to miss the ride had red paper wristbands. They were our guests from the neighborhood, many of whom had most likely never even seen this bungee ride before, let alone gone on it, as many of the school’s students in line had done each year. “Wow…” I thought to myself, “…this is not good.” So I stood and watched. I watched as the adult chaperone who was escorting the children from the local shelter asked the attendant if he could make an exception. And I watched as he (and not too politely) said “No”.

Then, I watched something beautiful happen.

As Kevin and his friends talked about how fun the ride was going to be and how lucky they were to make the cut, I watched Kevin turn towards the children that had been in line behind him as they walked away with their heads hung low. There he was – the last boy standing, the lucky one – and he was going to enjoy the only ride he talked about for a week leading up to the fair. Then, with no hesitation, that last boy standing got out of line and walked over to one of the children walking away. “Hey, come on back”, Kevin said; “…there’s space for you!” Kevin’s friends were yelling at him: “Kevin, wait! Where are you going?!” And Kevin walked back the twenty feet or so and all of the twelve shelter kids were beaming right behind him. “Guys…”, Kevin said quietly, “…we need to get out of line and let them go. We’ve gone on this thing a thousand times. Come on.”

Two of Kevin’s three friends stepped aside. One stayed in line (he won’t be coming over to our house anytime soon) and then the sixteen kids in front of them saw what has happening. So did their parents who were watching with me. One at a time the parents called their children out of the line; some leaving without even being asked. One at a time their place in line was taken by one of our guests at the fair. Within about a minute, all twelve children who would have otherwise missed the bungee ride were in line, exchanging high fives and wide smiles. And the students who gave up their spots…some were walking away with their heads hung low.

But not Kevin.

Kevin came over to me and said “Dad, let’s go get something to drink, I’m dying of thirst.” And he ran off with his buddy Justin to the drink stand. I just stood there. Utterly amazed. Incredibly moved. Fighting back tears. As I followed Kevin I shook hands with a few of the Dads that had been standing there with me and one of them said, “Dave, Kevin did that.” “I know…”, I said, “…I know.” I was speechless.

I wasn’t shocked though. Kevin (and I say this as humbly and as objectively as I possibly can) is a very kind, compassionate soul. That he would make the sacrifice – and lead others to follow his decision – did not surprise me. I’d seen him lead before, on the baseball field and in our neighborhood. What was so moving to me was not just what he, his friends and other students and families did. What moved me was how he did it. No fanfare. No hesitation. No glory-seeking. No sulking. Not even a word about it…just a run to the drink stand. Man…I wish I could be more like my son.

Later on, when we all got in the car together and headed home, I turned to Kevin in the backseat as he glanced out the window at the ferris wheel. “Kev, I’m so proud of you. You got out of line for the kids from the shelter and let them go on the bungee ride. I love you so much right now and I want you to know that you did a great thing tonight.” “Thanks Dad. They were from one of the shelters you think?”, Kevin replied quizzically. “Well sure, buddy. Didn’t you see their wrist bands?” I asked. “Nope.  They just looked upset and I didn’t want them to be sad. Plus…I’ve gone on that ride a thousand times.”

He didn’t even know. I REALLY wish I was more like Kevin.

So…are you in line right now? Is there an opportunity for you to step aside, to lead, to allow someone else to have the glory?

Let’s look for the opportunity to share some joy – during the holiday season and year-round.

Let’s get out of line.

My friend Pete once told me a story about how a similar experience happened to him; how we was just driving along (on the exact same street, coincidentally) when he, too, was run onto the median after being broadsided by the car in the lane next to him. Pete sprung out of that car “like a bat outta’ hell” (as he tells it) and started to launch into this guy with a full-force verbal assault; not smart in Miami, for many reasons. Pete learned his reason when he neared the car during his tirade and saw that there was a crying little girl in the backseat; the driver’s daughter. The dad was out of his car and opening his own back door as he apologized profusely to Pete and checked on his little girl who was about eight years old. The driver, noticeably shaken and in tears, told Pete that he was rushing to the hospital because his daughter had a fever, hadn’t slept and had been vomiting all morning. Pete looked in the backseat at the sweaty, crying, scared and frail-looking girl and his heart sunk.

Quickly, Pete got on his cell phone and called the local ER’s back line (he’s a physician there) and after doing a quick, cursory examination of the little girl (and both cars), told the dad to head safely to the hospital – that the nurses would take his daughter right in and that she would be okay. Pete went by the ER an hour later. The girl had a bad stomach virus but she was going to be fine. Then Pete made his way over to the frightened father and they eventually exchanged insurance information. That’s when Pete was the one profusely apologizing for his inappropriate outburst. “Everyone has a story…” is the moral Pete shares from this experience. As he reminded me after my accident and about $4000 worth of damage to my brand new car: “We have to remember that – even in the most frightening and disappointing situations, Dave. Everyone has a story.”

In my experience as a training and development professional, I’ve learned that there are some empathetic companies out there; organizations that “get it” and understand that every employee and every customer always has a story. One of the things I love most about working with Proheat is that according to our customers and our employees, WE are lucky enough – after a lot of hard work – to count ourselves as one of those companies. We care about each other’s stories and we care about yours. Chick-fil-A – whose mission, vision and values are very closely aligned with our own here at Proheat – is one of those great companies and they actually made a short movie on the topic. Enjoy it here; it’ll be worth the three minutes, I promise.

You have a story and we know that here at Proheat. Remember that your co-workers and your friends also have stories. Your customers have stories. So when someone “broadsides” you at work, your boss “cuts you off” in a meeting, a customer “blindsides” you or a family member “dings” you during Christmas dinner this year, remember…there’s a story in there.

Be patient.

Respond, and don’t be too quick to react.

Open up the story and read it. You’ll probably be glad that you did.

Merry Christmas!

David