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OWNER -TO- OWNER
APRIL 2024
www.franklinbuildingsupply.com | 208-514-2200 | 9222 W. Barnes Dr., Boise, ID 83709 SUSTAINABLE EMPATHY
A Learnable Skill and Competitive Advantage
Years ago, while working for a building products manufacturer in another state, I was part of an investigation involving an injured employee. Our safety coordinator was new to the job but did his best to determine whether the causal relationship between the reported incident (sliding boxes of architectural stone) and the employee’s condition (chronic lower back pain) was sufficient to conclude that the injury was work-related. Unfortunately, the coordinator was coming across as skeptical and mildly impatient. I noted that the employee who had initially been cooperative, upbeat (and open to the possibility that her injury was at least partially attributable to a physically demanding weekend hobby) was responding to his cross-examination approach by becoming increasingly defensive and insistent that the company was responsible for hurting her. Fortunately, however, the local leadership had developed a genuine relationship of trust with the injured employee, and after some good- natured intervention by her manager, we were back on track to a productive conversation and resolution. This experience underscored Stephen R. Covey’s saying: “Be efficient with things but effective with people.” Satya Nadella, Microsoft’s CEO, was recently asked what he considered the best source of business innovation. He responded, “Empathy. The ability to put ourselves in other people’s shoes and see the world the way they see it. [It is] the source of all innovation … and the most humane quality we all have.” It’s no surprise that empathy is widely recognized as critical for business. Internally, it improves communication, trust, and morale, leading to higher team performance, productivity, and engagement. Externally, it helps us better understand our customers, tailoring innovative product and service solutions that exceed both short- and long-term expectations. However, if mishandled, empathy can also be a liability. To illustrate, I’ll break it down into three forms: 1. Cognitive Empathy — Recognizing the challenges that another is facing on an intellectual level. You can make emotionally distanced assumptions about their situation and how they might be feeling based on the situation. While this helps us drive quick, logical solutions, our counterpart can be left feeling misunderstood and disenfranchised. 2. Emotional Empathy — Physically feeling the pain of another person. Cringing when someone else stubs their toe, or feeling anxious when a coworker is in a challenging situation. This is commonly known as
mirroring. It is critical to convey connection and
understanding, but in excess, it can keep both parties mired in emotional paralysis and even lead to burnout.
3. Compassionate Empathy — Or simply compassion, is the Goldilocks zone between cognitive and emotional empathy that enables us to take the
most effective approach without jumping into detached problem-solving or becoming overwhelmed with emotion. The compassionate approach requires strong listening skills, a solutions-oriented mindset, humility to ask questions, and confidence in the process.
Pro-Tips: Hold off on offering direct advice when possible. Empower and encourage the individual to create their own solution. This may take time, coaching, and even a few minor mistakes, but if done correctly, it ensures their personal investment in the solution. It also avoids the development of an overly dependent relationship. Remember, the best solution may be to do nothing more than express understanding and support and let them solve the issue.
The FBS Team is a strongly empathetic group of professionals. Our ability to read and respond to customer and co-owner needs is a competitive advantage and regularly positions us to generate creative solutions larger competitors cannot. Just know that there is a lot of need out there. Don’t try to own it all and risk burnout. Discuss challenges with your supervisor, contact our EAP, or reach out to HR to provide an outside perspective.
– Seth Higginson HR DIRECTOR
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HIGH FIVES!
• Grabbed safety gloves before going to the building • Grabbed another pair of gloves for another individual who came to assist • Went in and helped remove obstacles to help safely remove one individual at a time from the building until first responders arrived • He remained calm, cool, and collected the entire time It was so impressive to watch him keep his composure and carefully and methodically respond to the situation. Fortunately, everyone in the building was okay, and Collin’s quick action helped get responders to the scene as quickly as possible! Huge high five and shoutout to him!”
EASY From: Chris Morrison, Corp Commodity Buyer To: Jerome Transfer Dept.
“I wanted to shed some light on how well the Jerome Transfers Department has been operating. Over the last year, they’ve been pushed to be creative and adaptable to many different situations and have handled it with an open mind and an appetite to improve. They have been very timely and consistent in their deliveries while clearly communicating with the yards to create a solid and dependable expectation for material delivery. They have been a force multiplier for us, facilitating excellent material distribution across all the yards efficiently and effectively. It’s apparent in their efforts and operations that they come to work thinking like owners.”
GUIDE From: Brady Kowitz, Pocatello Yard
To: Kelsie Clark and Skylar Phillips, Pocatello Yard Load Builders “These two are always giving me a hand with their orders or reruns in the micro area. Kelsie always gets her measurements and lines out the material for me to cut instead of just telling me, ‘I need this.’” WOW From: Dathan Williams, Elko Yard Manager To: Jesslyn Lund, Elko Inside Sales, and Kavin Carlson, Elko Yard “High five to these two for exceptional customer service. Customers have been raving about how their level of service has surpassed the competition and stated they are buying from us from now on because of it. Thank you for being awesome!” STRIVE From: Dahlen Arens, Pocatello Door Production To: Mackinley Lawson, Pocatello Door Production Lead “Kinley is very good at teaching about what he does and how he does it.”
SAFE From: Lindsay Ross, DI Manager To: Collin Bautista, Supv. Interior Products Warehouse
“A couple of weeks ago, Robert Hinshaw and I were headed back from the Boise Yard to Design Innovations and noticed Collin’s FBS truck pulled up on the sidewalk on the corner of Overland and Cloverdale … a car had driven through the side of the building. Collin happened to be the first person at the light to see everything that had taken place. • He pulled his truck safely off to the side of the road to not stop traffic • Was the first person to respond on the scene • Called 911
A Glimpse Back a Few Years Reflecting on Our Growth at the Fruitland Location
Before I talk about the current successes of the Fruitland location, I realized we need to revisit the past. A few years ago, Scott Way moved from dispatch to running the sales counter and immediately started organizing and improving the store. Scott spent the necessary time dialing in our cycle counts to a respectable level. We then brought Sarah Dawson from the Caldwell store and we were off and running. “I love what I do, and we have a great team that understands and works well together,” Sarah tells us. While our team has excellent product knowledge, we still jump at the chance to learn more innovative ways and products that make building more efficient for our customers. Our inside sales team has an admirable rapport with their customers,
and the majority of them have been long- time customers of Franklin Building Supply. Brandon Brown was added to Sarah’s team in November and has been a fantastic addition. He was quick to learn our software, Bistrack, and after spending a couple of weeks in the yard, he knew his codes and products. Over the last few years, we have made many visual and merchandising changes to improve our sales. Our store and building aesthetics have changed over the previous five years in hopes of making our first impression more appealing. The store layout has changed, making finding what you are looking for easier and showcasing popular brands. We have brought in a wider assortment of power tools that work more in line with our many different customer types.
Behind the counter, there’s really no secret — every team member makes our customers feel like they are our No. 1, finds out what they are looking for, provides them answers and options, and makes sure that, in and out of the store, they are taken care of promptly. This keeps our valued customers coming back time and time again!
– Jeff Thomas FRUITLAND GM
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AN EXCELLENT RESOURCE Success at the ESOP Gathering in Spokane
Several Employee Ownership Guides recently traveled to Spokane, Washington, for the 2024 Northwest Chapter Spring Conference. In attendance were Anthony Henry of McCall, Jessica Vinyard of Caldwell, Jess Lund of Elko, and the newest addition to the guides group, Tristen McNeill of Pocatello! This was a two-day event organized by the ESOP Association for education and networking with some cohorts bringing 22 attendees! Our team participated in various workshops and roundtable discussion groups, with topics ranging from maximizing your 401(k) alongside your ESOP, supporting an inclusive culture, and the Guides’ favorite topic: communication. All four of us took great notes and have new ideas to bring back to the full group when we meet next. It was a great opportunity with other ESOPs throughout the Northwest and Alaska. Franklin Building Supply is affiliated with several ESOP-focused associations that help connect us to legislative efforts (that impact ESOP), financial best practices, human resource and communication strategies, and general networking. These events happen across the country throughout the year, with our Executive Leadership team selecting ones that provide the best bang for our buck well in advance!
MAY BIRTHDAYS
LOCATION - EMPLOYEE - YEARS MAY ANNIVERSARIES
Craig Barnes Thomas Batterton Angel Sahagun Kyle Seick Jackie Dean Chrissy Garcia Mikel Place Miguel Sanchez Macias Jalyn Busha Kavin Carlson Francisco Gomez Torres Casey Hazelbush Coltin Millward Thomas Richardson Aaron Sweet
Michael Miller Jeff Morgan Jen Mitchell Michael Robillard Chad Witkowski John Rifelj Jeff Watson Juan Baeza Daniel Fleshman Izaiah Dustin John Rifelj Ryan Teigen Wendell Thompson Brennan Ingle Judy Dudley Justin Rodriguez Rob Chandler Seth Higginson
1 1 2 3 3 4 4 5 5 6 6 6 6 7 8 9
19 19 19 19 20 20 20 20 21 21 22 22 22 22 22 23 23 23 24 24 25 25 26 27 28 30 30 30 30 31
TVID - Exterior Pocatello Jerome Truss Pocatello TVID - Interior Pocatello McCall Fruitland Boise Caldwell Truss Corporate Jerome Truss Jerome Truss TVID - Interior Caldwell Truss Pocatello TVID - Interior Boise Boise Corporate Boise Twin Falls TVID - Interior Twin Falls McCall Caldwell Boise TVID - Exterior Caldwell Truss Bellevue Boise Boise Bellevue Twin Falls
Jose Corona Donnie Farris Thomas Gully Tyler Hardin Scott Helie Payson Lucero Quentin Mettie Andrew Nelson John Perry Timber Pickett Ryan Taylor Kyler Tegethoff Cody Ball Bobby Bray Sandra Carrillo
1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 4 4 4 5
Burley Sawtooth Door Boise TVID - Interior TVID - Interior Boise TVID - Interior TVID - Interior TVID - Interior Caldwell Truss Caldwell Truss Corporate Boise Boise Boise Caldwell Truss Boise Burley Corporate Boise Burley Twin Falls Boise Twin Falls TVID - Exterior TVID - Exterior Twin Falls Bellevue Corporate Boise Bellevue Fruitland Pocatello
Shane Amen Benjamin Bowman Aladin Delic Nathan Hebert Heather Hill Naomi Kress Christopher Cross
5 5 5 5 5 5 6 6 6 7 7 7 7 8 8 8 8 8 9 9 9
Allen Johns Jr. Melody Jones Francisco Gomez Torres Juan Gomez Torres
Kaylene Roth Javan Stansell Tate Anderson Clay Gummersall Jeremy Hume Danny Hyman Michael Miller Jason Koch Steve Meyers Erica Self Gabe Dworshak Rob Gowans Lark Goddard Mo Martinez Jason Green Larry Rice Juan Sandoval Matt Durham Chad Beebe Scott Lovell Cat Bedegi John Weitensteiner
Kris Connors Jerale Eaton Matthew Edgeman Manuel Gomez Jacob Harry Amber Iverson Bree Jones Shawn Kimball Aaron Price Brandon Radloff Greg Trujillo Sam Wallworth Sierra Baker Wayne Dingman Gustavo Elias Matthew Berg Isaiah Majamay Angel Sahagun Mario Alvarez
Fidel Castro Ruiz Barney Florence Chris Trammell Aladin Delic
10 11 11 12 12 13 14 15 15 16 16 16 17 18 18
Tony Williams Matt Durham Nathan Hebert Jim Shaffer Darin Neal Shane Amen Damien Noll Kyle Klemm Mike Nelson
Mark Romero Kenny Smith
10 10 11 11 12 14 17 19 22 23 24 36
Nathan Warman Cooper Halladay Jalen Johnson Thomas Gully Tristen Benavidez Jordan Green Taq Hernandez Andrew Nelson Gabe Dworshak
Tom Reuangrith Nick Wegmann Benjamin Bowman Ramon Gonzalez Fernandez
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PRSRT STD US POSTAGE PAID BOISE, ID PERMIT 411
www.franklinbuildingsupply.com 9222 W. Barnes Dr. Boise, ID 83709
I NS I DE
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Learn Sustainable Empathy for a Competitive Advantage
High Fives!
The Fruitland Location Is Thriving!
Success at the ESOP Gathering in Spokane
May Birthdays and Anniversaries
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In the Spotlight
At Franklin Building Supply, we prioritize excellence in our team members to ensure top- notch service for our clients. Through rigorous hiring processes and ongoing training, we cultivate a team that embodies professionalism, expertise, and dedication. Jakob Jacaway is one of our prized team members who display all of these qualities — and more — to ensure our customers and products are well taken care of! As one of our inventory / inside sales representatives at our location in Elko, Nevada, Jakob works to maintain optimal client satisfaction while maintaining our stock and inventory. Often, this means wearing many hats and coordinating several processes, efforts, and transactions throughout the day. For Jakob, he enjoys working with our customers and interacting with many different personalities — it keeps things enjoyable and interesting. “I enjoy motivating myself to get better each day,” Jakob boasts. “It’s what excites me to get out of bed and come to work each day.” Outside of work, he loves to have fun and get outdoors. He enjoys fishing, hunting, and video games! Jakob, we are so thrilled to have you as part of the team — we value your enthusiasm and dedication to our clients and your team members! JAKOB’S ROLE IN MAINTAINING INVENTORY AND CUSTOMER SERVICE EXCELLENCE IN THE SPOTLIGHT
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