Flaman Rentals Blog

The Right People are the Key to Superior Service

Posted by Jeff Brown May 11, 2023

“It pays to invest in people,” says Rick Knight, Service Manager at Flaman’s Nisku, Alberta location since 2021. He’s describing what brought him to Flaman after 30 successful years in the automotive, motorsport, and trailer service industry.

“It’s people and family oriented,” he says. The company’s care for its team and its customers impressed him. So did its principle of always wanting to do what’s right, a keystone of its founder’s philosophy. “I knew about Frank Flaman and his involvement in the community. I also heard when he gave up his entire company to charity, I respect that so much.”  

Rick applied his years of experience to building on what Frank Flaman had begun. Inspired by Flaman’s 60 years of growth, Rick knew his service department could take its own leap forward.  


Common Problem. Flaman Solution. 
It would be tough. Qualified trades people were in short supply, but Flaman already had a solid strategy for growing teams like Rick’s service department - promoting from within.  Rick deemed it a tailor-made solution.

“Most of our employees have mechanical experience and/or welding/fabrication experience. Some have farm experience, but we also have people come straight out of high school and be successful.” 



Natural Born Mechanics 
James Usselman can tell you exactly how that happens. 

“I was looking for employment and dropped off an application,” James recounts. “I knew Flaman was in the Ag business, and I grew up on a farm, so I already knew about Flaman’s products and services.” He knew what made them work as well. His father was a self-taught mechanic. “No training or certification, just a natural-born mechanic.”  

James says his father put his skills to work for several neighbours on farms in his community near Allan, Saskatchewan. “For as long as I can remember, I was by his side – mostly in the way – for a number of years.” It wasn’t a huge number of years, as James was already a reliable mechanical helper at the tender age of 10. “Things just progressed from there. We did automotive, ag, and heavy-duty repairs – everything from oil changes and brake jobs to full engine rebuilds.”  


Aptitude can take you a long way.  
When James went job hunting, he could present an impressive list of skills, but he lacked the certification to go with them. That might discourage other employers, but not Flaman. 

“Any certifications I have, I received here,” James says. Flaman started him on forklift engine rebuilds and general maintenance on all company vehicles. His talents earned him a spot in the service department, where he continued to impress. In 2005, the department moved into a new building, and James moved into a new role – Flaman’s Saskatoon-based Service Manager. 

Great Beginnings to Promising Futures 
James isn’t the only success story.  

“We had an entry level position for wash bay attendant,” Rick Knight recalls. “A 17-year-old showed up on his last day of school after writing his last final exam. He had a great attitude and personality; we hired him on the spot. Within 7 days, we realized his ability and skill set, moved him into the Service shop, and started to train him as a Tech.” 


A High Service Standard 
A high service standard is what Flaman Service Department shoots for. James agrees: “We try to do the job like we’re working on our own equipment.”  

In one sense, they ARE working on their own equipment, because Flaman services virtually everything it sells. But the team also services equipment bought elsewhere. Trailer repairs may be the star attraction, but it’s on a long list of items Flaman staff can fix and maintain, including: Augers, Conveyors, Discs, Grain carts, Post pounders, Pressure washers, Rough cut mowers, Seed tenders, Water pumps.
The staff also install truck decks and accessories, and they’re pros at in-house fabrication and customization. It all adds up to a wide range of services.


Good Opportunities for Good People 
No mechanical background? Not a deal breaker.

“We do start people from scratch,” Rick says. Flaman employees have earned training and advancement by demonstrating a great attitude, willingness to learn, punctuality, and a consistent work ethic.  

That policy pays off in the biggest dividends a Service Manager could hope for. 

“In return, we get great people, long-lasting team members, people with the same goals. They appreciate everything we have done, and we all truly become a family,” Rick says. “When it comes to doing the work and repairs, we haven’t failed to meet a challenge yet. 

“We are very confident in our team here at Flaman.” 


We value positive, long-term relationships with our employees. 
Do you have the customer-focused, team-oriented qualities described above? How about the experience, aptitude, or interest to pursue a mechanical career? Flaman employment opportunities offer much more than great service jobs. Successful candidates can take advantage of career training, advancement opportunities, competitive compensation, an extensive benefits package, RRSP and incentive programs.  

At Flaman, we value positive, long-term relationships with our employees.  If that sounds good to you, our service department is hiring. Visit Flaman Careers to apply.

Posted in Testimonials | Tagged with Careers Service Mechanic | More articles by Jeff Brown

Disney's Approach To Quality Service

Posted by Steve Whittington Nov 18, 2016

Flaman Welcomes Disney Institute to Saskatoon.

We aspire in the betterment of your staff, and our customers

In 2017 retail brands are scrambling to differentiate themselves.  There is still some product exclusivity left but for the most part product X can be replaced by product Y.  This then just leaves price and the experience.  Customer Experience that is the key to making your customers loyal, giving them a reason to pick your organization over the one down the road. In fact if you are good enough the customer will talk you up and tell their friends if you need product X go see Retailer ABC.  If you are really good the customer will become a promoter, a brand ambassador and is excited about doing business with you and receiving messages from you; the customer might even be delighted by any interaction with your retail brand.   There is a company that creates this experience consistently; Disney.
 
We have been in a boom economy for a long time.  It was good times.  Business was good, in fact it was so good some might be honest enough to admit it was easy. It is not easy anymore.  Combine a tightened economy with a customer that has more choice and the power to broadcast any mishap a brand makes via social media and review sites business has gone from being interesting at times to frightening.  Customer Service Excellence has to be a top priority for every business. I personally lead the customer journey focus at Flaman Group of companies measuring all the touch points to rank for improvement. This is a journey we believe can never stop. This is where Disney Institute comes in and why Flaman Group of Companies has assisted to bring Disney Institute to Saskatchewan. 

So what does bringing to Saskatchewan mean?
 
Well on March 9th Disney Institute will be hosting their full day interactive learning experience:  Disney's Approach to Quality Service sponsored by ACC and Saskatoon Chamber of Commerce and co-sponsored by FLAMAN Group of Companies.
 
Who is Disney Institute?
 
Disney Institute is the professional development and external training arm of The Walt Disney Company. The company showcases 'the business behind the magic' through seminars, workshops and presentations, as well as programs for professionals from many different industries, including healthcare, aerospace/aviation, government/military, food/beverage and retail.
 
What will the course provide?
 
The one-day event will help area professionals begin to examine how they can differentiate their service to become a provider of choice and understand the processes necessary to develop a culture that consistently delivers that exceptional service. This day of Disney Institute training uses business insights and time-tested examples from Disney parks and resorts worldwide to inspire individuals and organizations to enhance their own customer experience using Disney principles as their guide. Disney’s Approach to Quality Service gives participants the chance to explore how customer experience insights and time-tested examples from Disney parks and resorts worldwide can provide relevant illustrations and engaging stories to help organizations deliver the type of long-term results they are capable of delivering.        
 
So I have taken the course…
 
The course woke me up to what I needed to do, in fact the course was transformative to my thinking. The session itself was remarkable in how it brought the concepts to life which provided clarity and deep understanding. I personally came out of the course with a deep belief of what quality service really is and how every single team member at Flaman Group of Companies is so important to making our customers' experiences remarkable. After the course, I applied the thinking to Flaman Group of Companies to aid our culture shift towards the entire customer journey.
 
So why is Disney Institute coming to Saskatchewan important?
 
Beyond learning to create remarkable experiences for your customers, there are other things happening with Disney Institute coming to Saskatchewan.  This course could be the start of movement in customer service excellence which will help define and differentiate how business is done in Saskatchewan. This is not pie in the sky thinking it could happen and imagine where the companies could rise to if they embark on this journey.

Steve Whittington


Walt Disney Company’s 90 years of world-renowned Customer Service Excellence into your organization March 9, 2017 at TCU Place.
 
Disney Institute, the training arm of the Walt Disney Company, is coming to Saskatoon with their full day interactive learning experience:

Focusing on the customer experience has become the single most important way for an organization to achieve success — often becoming its key differentiator and competitive advantage. You have the opportunity to learn Disney’s Approach to Quality Service. One of the world’s most recognized names in business solutions; Disney Institute, the professional development training arm of the Walt Disney Company, is coming to Saskatoon.

Saskatoon Testimonials:
 
"The course was transformative to our thinking. The session itself was remarkable in how it brought the concepts to life which provided clarity and deep understanding. I personally came out of the course with a deep belief of what quality service really is and how every single team member at Flaman Group of Companies is so important to making our customers' experiences remarkable.” ~STEVE WHITTINGTON Vice President Marketing and Customer Experience FLAMAN - Group of Companies
 
"Treating Donors, Clients and Volunteers the Disney Way is an inspiration everyday since taking my very first Disney training in Regina. Bringing the Disney experience to your business or organization is so much fun!!" ~ CINDY FUCHS Vice President -
The Canadian Red Cross in Saskatchewan
 
Thank you Event Sponsors, Hosts and Marketing Participants: The Greater Saskatoon Chamber of Commerce, FLAMAN Group of Companies, the Canadian Red Cross in Saskatchewan, and Saskatchewan Industrial and Mining Suppliers Association.



 The Walt Disney Company’s 90 years of Customer Service Excellence Best Practices March 9, 2017 at TCU Place Saskatoon is now sold out. To receive information on the next Disney learning experience and/or pre-reserve your seats; email info@investinyou.today 
 
As to Disney artwork/properties: © Disney
 
Posted in Local News | Tagged with Disney Institute Customer Service Seminar TCU Flaman Saskatoon | More articles by Steve Whittington

Third Time's A Charm

Posted by Jennifer Thompson Jun 26, 2012

For the third year in a row, Flaman Rentals in Saskatoon has been named a Consumer Choice Award Winner. This division of Flaman rents out enclosed and flat deck trailers, along with agricultural equipment like discs, land rollers or mowers.

I recently attended the Consumer Choice Award ceremony with our marketing VP Steve Whittington at the beautiful Delta Bessborough in Saskatoon. We got to sip champagne and rub elbows with a lot of great business owners in the city, and of course, celebrate our own success!

This award is special because the winners are picked by our customers. It means a lot to us that people recognize our efforts to offer great customer service. We were also very pleased to win a Consumer Choice Award three years in a row. This means our team is consistent taking care of our customers’ needs. And we’re proud of that!

What’s great is that the Consumer Choice Award is becoming a trusted name in the Saskatoon area. Looking at the other winners gathered in the room that night, we knew we were in good company amongst other top businesses in Saskatoon.

A big “thank you!” is due to our rental team in Saskatoon for all their efforts and hard work every day and to our customers for continuing to choose Flaman Rentals.

Steve Whittington (middle) receiving our award from Saskatoon Mayor Don Atchison and Consumer Choice Award President Marcel Sbrollini

Jennifer Thompson arriving at the awards ceremony.
Posted in Division News | Tagged with Consumer Choice Award Flaman Rentals trailer rentals agricultural equipment rentals customer service Saskatoon | More articles by Jennifer Thompson

Award Winning Customers

Posted by Steve Whittington Jun 12, 2012

Good companies often win awards but what about their customers? Shouldn’t they be recognized? Are they not part of the reason for the award? At Flaman Group of Companies this year we have won two awards: Consumer Choice Award and SABEX Marketing Award.

With both of these awards, it would be easy to position the employee efforts as the reason for the awards. Certainly the Consumer Choice Award is directly correlated to outstanding customer service by the staff and a marketing award is due the creative efforts of the marketing team.While both of these facts are true, there is more to each story.

Let’s start with the Consumer Choice Award. Obviously customer service is an important factor, but so is customer convenience and variety of choice for product offerings. Customer Service is the number one value of Flaman Group of Companies (FGC) so we will take credit for that, but how did the other two factors, convenience and variety of choice evolve?

The other two evolved by listening to loyal, engaged customers – customers who asked for more from FGC: more hours of operation, more product choice. It is these award-winning customers who pushed us to be better and by meeting their needs we ended up serving more people, more effectively. Without these loyal customers we would not have won the Consumer Choice Award.

But how do customers influence marketing? Is not marketing self serving for a company, designed solely to convince customers to buy product? Advertising can be, but The Great Stuck in Muck Photo Contest and Sled’N Snap contest are both examples of customers coming to Flaman Group of Companies with an idea. FGC then took the idea and marketed it because we have the resources. Additionally, both contests rely on user generated content to make them come alive. So in the case of these marketing contests all FGC did was build the ball park,so to speak. It was our customers that showed up and played a great game that drew in the crowds, some of whom purchased our products.

In 2012 FGC won two awards. The staff worked hard and deserved to be recognized for their efforts, but our customers worked hard and should be recognized as well.

Posted in Division News | Tagged with marketing communications award customer service Consumer Choice Award SABEX Award | More articles by Steve Whittington