#Sunbelt dozer rental series

“We decided we would focus on packaging this as an opportunity for our employees to feel really, really empowered to do whatever they need to do to take care of our customers at any moment in time. “We thought there were areas of opportunity that were pretty obvious from the feedback,” Lovering says. Based on that feedback, we collectively said we can do better. “And we took that body of material-all this research, all this very direct customer feedback-and looked very critically at the service level that Sunbelt provides to our customers. “We did some voice-of-customer research, and we were able to do some really cool stuff like customer focus groups in different markets,” Lovering says. Two years ago, Lovering and others within Sunbelt went out to the field to investigate the customer experience. One of Lovering’s success stories so far is a program that empowers employees at every level to take direct action to service customers. “Focusing on their feelings, which is not always an easy thing, especially when you’re making business decisions.”Īs senior director, strategic initiatives, with Sunbelt, Lovering’s job has entailed implementing major changes to the company’s business. “It’s really about focusing on people first,” she says. If you know of or are a young leaders, nominations are open.

#Sunbelt dozer rental series

“Change impacts people, and you can’t institute or enact successful change without being very cognizant of the people who will be going through, or affected by, that change,” Lovering says.Īnother in a series of profiles highlighting winners of the Under 40 in Construction Equipment Awards. Her forte was the educational area of change management, honed at big box retailer Lowe’s thanks to exposure to a change-management firm called Conner Partners. Katy Lovering did not come to Sunbelt Rentals from a construction background, exactly.