The ACR Industry needs a 'Fred' Award

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The ACR Industry needs a 'Fred' Award

It is around twenty years ago that Mark Sanborn, a professional speaker, trainer and author on leadership and customer services met Fred his postman. Mark had just moved into his new home in Denver when Fred knocked on his door, introduced himself and welcomed him to the neighbourhood. He also asked Mark about himself and how he wanted his mail handled while he was away.

Mark was astonished. This was not the service he had come to expect from a postman. He was truly pleasantly surprised and delighted by Fred's approach and manner.

Mark became interested and asked Fred more about his job and how he approached it. Fred's answers inspired him to develop motivational seminars and a bestselling book (The Fred Factor) promoting Fred's attitude and approach to life.
In a nutshell, the Fred philosophy is to realise and practise that everyone can make a difference; success is built on good relationships; you must continually create value for others and it doesn't have to cost anything; you can reinvent yourself whenever you want.

In the past few months I have had the pleasure to meet two 'Fred's from the ACR industry. The first was a service engineer who I bumped into by chance when I walked into a client's refrigeration plant room on a site in Birmingham. The young engineer was knowledgeable, enthusiastic, helpful and a pleasure to speak to. The second was a food factory engineer who managed the refrigeration plant along with all the other services required in a modern food production environment. Although not a specialist refrigeration engineer, he went out of his way to provide the information I required and to answer all my questions and more.

Both of these engineers embodied excellent customer service qualities described in the 'Fred Factor'.

We should never forget that although highly technical by nature, the ACR industry is a still a service industry with customer service excellence being a key to business success. If you think that is a cliché, imagine how long a company can survive that ignores this in the competitive market place we find ourselves in today. Customers do have a choice and they will go to where they perceive they most consistently get what pleases and impresses them.

The 'Fred' philosophy is built on timeless values like personal responsibility, authentic relationships, and respect for others. It is in essence, a mind-set that looks for and seizes opportunities to turn the ordinary into the extraordinary.
The ACR industry has individuals who go beyond the ordinary and create extraordinary experiences for their clients. These are not only service engineers; they are from all business fields, from sales through to administrators. Their attitude to customer service should be recognised by this industry in the same way as technical excellence is. Normal is overrated and has never been a term that should be applied to our industry. We should have a 'Fred' Award, although I am sure that we can give it a more appropriate name from one of the many fine examples from our own industry.

Posted by Steve Gill 15 April 2013 23:21:00 Categories: Fresh Talk

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Comments

By Carlos

16 April 2013 03:44:00

An ACR Industry blog about people who care about customer service. There's a surprise. We'll be giving them an Award next!

Glad someone has noticed us.

By Bob Hutchinson

16 April 2013 03:43:00

This is a welcome addition to the current range of Awards this industry has. Great initiative and wonderful suggestion.

By Andy

16 April 2013 03:42:00

There can't be two Mr Bromley's in this world surely. So I guess that Alan is taking about the one that was at Basford Hall College, Nottingham in the late 70s early 80s. Am I right? If so, I agree with Alan. I was a student there on a different year to Alan I guess as I don't recognise his name but I recall the lecturer. Yes, a very helpful person, more than helpful in fact. He certainly guided me through my exams which like Alan, set me up for the rest of my career.
Extraordinary people can be in many roles, in any role in fact. Mr Bromley was one.
What can I say about this blog that has not all ready been said? Not a lot. So I all I will do is repeat what others have already said, and probably better, and say: this is really something very special although I can't quite say why.
The discussion has been amazing too. It makes such a change to talk about the special people of this industry rather than F-Gas!
This blog is a stonker. I must be the first person to have said that. Right? Mr Everitt, you are a man of words, do you agree?

By Neil Everitt

16 April 2013 03:41:00

A thought provoking blog, certainly, and a truly inspiring insight into your own experience, Alan. Thank you for sharing this.

By Alan Clarke

16 April 2013 03:40:00

When I think back over my 40 years in the industry there is one many that truly stands out head and shoulders above the rest (and I have worked with and met a great many) in all that time.
He is fact was my lecturer at college. Mr Bromley he was (and may still be) called. I guess he retired many years ago now though.
He really went out of his way to help all the students to understand refrigeration from a very practical way. We had theory classes as well of course, but he translated the theory into a language that we could all touch, feel, see, hear, and smell. The theory of refrigeration became a living subject that we could relate to.
Of course, being a great lecturer in itself suggest extraordinary customer service. What sets him a part is that when I was ill one time, he actually brought the class notes to my home and posted them through my post box that evening (long before the days of email). When he noticed that I couldn't get the hang of brazing very well, he stayed behind to me (and a couple of others) extra time (in his own time) to practise. When I started to get very stressed just before the final tests, he took a few of us one side the day before and calmly went a mock practical (we already had had several) but in a much less formal environment to let us show him what we were capable of. We were very capable of passing and in the relaxed mock test we did. This gave us the confidence. I could list many more things that this man did to help me and many others become members of this industry. He did it quietly and unassumingly. Although senior in years at the time (and industry experience too i imagined) he was considered quite junior in college terms with the theory professors taking the lead. I have no complaints about them but this simple man helped us become the engineers that we are today.
All I want to say is that lecturers are human too; they are people too. As Ian Svasti said in his post, this is a people industry and it is people that make a difference.
I almost dropped out the course at one point but it was Mr Bromley who spoke who said that if I stuck with the course and joined the ACR industry I would have a job for life. He was right, I have.
Steve Gill said that 'normal is overrated and doesn't have a place in our industry'. He is absolutely right. On the face of it, Mr Bromley was about as ordinary as you can get, but how he behaved and the service he provided made him extraordinary. That is the special something that sets him a part. That is the 'Steve' factor.
This is the most thought provoking blog I have ever read.
Thank you all for listening.
Alan

By Ian Svasti

16 April 2013 03:39:00

This blog is a great reminder that this is a people industry and it is people that do the business and it is people that make a difference. Be that in any position - sales or service, management or admin, shop floor or board room. People still buy from people and receive service from people.

I hope that every one reads this and gets the message behind it. It really is something that is often forgotten.

Well written, and well said Steve. It has motivated many people to leave comments. That is something special in itself.

By Anon - MNC employee

16 April 2013 03:38:00

This has been quite some blog thread. It has taken me a long while to read through it.
I wanted to add to the discussion on MNCs. They are not all the same. I have worked for MNCs for the past 30 years. In total , I have worked for 4 companies during that period.
For obvious reasons I do not want to say who they are or give my name for the same reason. However, I would like to say that they are not all the same, and in my experience, the ones that make the most public display of offering customer service have been the worst. As will small companies, no two are exactly the same so it is difficult to generalise. However, the company that I currently work for is the worst yet. It proclaims to be customer focused, and customer driven and does spend a lot of time training staff but internally it has become a box ticking exercise. Something management do to satisfy senior management, who in turn do it to satisfy the board. The customer in fact plays no part in the process and in truth, very little is actually done with the customer in mind.
That said, the proposed Award is for an individual and I think that you may just find that there are actually some very good examples of 'Steves' within MNCs even though it has nothing to do with the company itself.
For that reason, I think this is a wonderful suggestion from Steve Gill and I am very glad to read that the Award may become a reality. MNC or small company, it is a level playing field when it comes to an individual going the extra mile.
Great blog Steve!

By Ben Foster

16 April 2013 03:37:00

Danbi, that is you, me and many others I think.

:-)

Hope the next blog will be posted soon.

By Danbi

16 April 2013 03:36:00

Steve, I am really looking forward to reading your next blog. I am dying of curiosity what the next one will be...

By Neil Everitt

16 April 2013 03:35:00

Hi Pete. I don't have access to the names of all the past winners at the moment but the names you mention certainly were previous winners. Off the top of my head Jim Proops, the owner and founder of Titan Engineering, was another previous winner and, more recently, John Emm took the award as BB rightly points out above.

For those whose comments have previously failed to get through, I'd just like to say that this is the second attempt to post this one - not that that will make you feel any better but just that it happens to me as well.

The boffins are working on it I'm told.

By Pete

16 April 2013 03:34:00

If I recall correctly, Mike Nankivell was also a past winner of the Alan Moor Award. Other winners include David Payne, John Morley, Barry Lyons, and this year's Miriam Rodway. All great ambassadors for the industry. There may have been others, I am not sure. But these are the ones I remember.
Neil Everitt can add in any missing ones I am sure

By BB

16 April 2013 03:33:00

Good call Barry. John Emm won the Alan Moor Award a few years back. He is a great guy and still out there banging the drum. John actually chairs the IoR Membership committee. Steve Gill was a previous Chair a few years back now I believe. Both are very active recruiting for the institute and generally promoting the industry.

By Barry

16 April 2013 03:32:00

If I think of the attributes that an Ambassador of the ACR Industry must have, I think of an energetic, knowledgeable, and persuasive character who has the power to recruit people into the industry by the power of presence and person-to-person relationships. They play an vital role in solidifying the reputation of the industry now and for the future. They represent all that is great about this industry and protect its good name. They are naturally people orientated and likeable and therefore can attract others into the industry and also make those in it proud.
With this description in mind, I can think of two people that fulfill all of this to my mind, they are Steve Gill and John Emm. Both of whom serve on the IoR Membership Committee and in other industry society roles.
I am not for a moment saying that there are not others, but when I think of the best ACR Industry Ambassadors these two come instantly to mind.

I think Graeme Fox and Mike Nankivell also represent the best that this industry has to offer but I think my description of an Ambassador fits Steve and John better for me personally. This is not a definitive list, it is just my own thoughts so don't shoot me down for having them.

Barry

By Jean

16 April 2013 03:31:00

Good morning from Paris again. Thank you Mike for the LinkedIn information and the link to Steve's profile. I am a member and found it very interesting.
I still hope that Steve will write a short post here as the other ACR Ambassadors did. I think it would be just as interesting to find out his story. I found Graeme's and Mike's very different but also inspiring.

By Mick Wood - Manchester

16 April 2013 03:30:00

Graeme Fox has shown just what a true ambassador for the industry he is by joining the grassroots support for this award.

By Mike

16 April 2013 03:29:00

Hi Jean, I have just been told that you have to be registered on LinkedIn to see full profile complete with customer recommendations.
You can only see limited information if you are not:

http://sg.linkedin.com/in/stephencgill

By Mike

16 April 2013 03:28:00

Hi Jean, you wanted to know more about Steve Gill? I hope that Steve replies direct to your question but in the meantime I hope that Steve doesn't mind if I refer you to his LinkedIn profile. If you are on LinkedIn you can search it and have a look.
Steve has loads of recommendations from his clients. I think Steve really does know what he is talking about when it comes to extraordinary customer care. Just read the recommendations and his clients do the talking. That says it all I think.

I now doubly think that naming the award after Steve is very fitting.

I wonder who will be the winner of the first ever 'Steve'. ??

By Paul

16 April 2013 03:27:00

In this relentless recession staying competitive and retaining customers is proving increasingly difficult.
Going the extra mile while gaining nothing in return for customers has sadly become the norm. Or it would be if we could afford to. Margin erosion is crippling and heap late paying clients on top of that business is failing.
Fred the postman is not required to make money. If he takes an extra hour to deliver the post no one cares too much. Try charging an extra over over-time for a service engineer because he went the sxtra-mile that the client hadn't specified or requested. Business is very tough at the moment if you hadn't noticed. There are too many companies offering poor service at a lower rate and the client takes it.Anything that can be done to raise the issue of quality service is good in my book. I actually enjoyed reading the blog and in inspired me and the rest of my small team to try harder. I can tell you that it actually worked and we had a thankyou call back this morning. We can not charge any extra for this but it might just be the thing that keeps us a float by keeping the clients we have.
Good blog. A Steve Award to a small company like ours could change our world.
Paul

By London Calling

16 April 2013 03:26:00

I am a ordinary techie (as Graeme Fox put it) and may be even a simple one. Certainly a lowly one.

But, I would be honoured to win a Steve. I would love to win it in fact.

Being ordinary (and I admit that I am) does not mean that I am not capable of extraordinary service to clients. If one has the fire in the belly and the passion to improve like I have. I think it is possible.

Thank you Mr Fox for your support on this and also all the over important stuff that you do for the industry.

By Jason

16 April 2013 03:25:00

It is a bit early in the day for me but I just wanted to post a comment before I leave home.

Mike has to take full credit for the success of this thread. As the first person to leave a comment you started the trend. Others followed. Sometime ago this became the most successful blog in the history of ACR News. It is all thanks to you. You should be able to dine out on this fame for years to come.

:-)

Hey Mike, I am pulling your leg, but only slightly. The blog was amazing, but the success of the thread and the discussion is because people like you, Gary and all the others took the time to leave comments.

It was truly remarkable to see the initial comments from Graeme Fox and Mike Nankivell. Now Graeme has gone further and really entered the debate. Typical Graeme. Wonderful guy.

Neil Everitt must also take a lot of the credit. I think he has left more posts than anyone else. He saw the significance of this award very early on and became an instant supporter. Just read his early post in reply to Graham Young and you will see what I mean.

And all these people from around the world; this blog and thread are remarkable as many have said.

This blog has truly reached out to the global ACR community and all because Steve recognised the human aspect of this industry and then leaders like Graeme, Neil, and many others including Mike (the one that left the first comment) took the time to read it and leave a comment.

While you take a pat on the back, I must dash off to work.

Graeme Fox - you have made my day!!!

By Mike

16 April 2013 03:24:00

I was blown away this morning when I read Graeme Fox's support for this award and for the naming of it. Graeme has shown time and time again that he has his ear to the ground and speaks for the industry. He is fighting many battles on behalf of the industry. Read his ACR News blog; it is really interesting. Well said Graeme.

I was initially blown away when I read the blog from Steve. It was so completely different and highlighted a very worthy cause. He may be a 'heavy weight in the Institute' as Neil said but he has shown that he has his feet firmly on the ground.

I just wanted to say that I really appreciated Graeme's first two posts here and now he has gone even higher in my estimation (if that is possible).

By Jean

16 April 2013 03:23:00

Hello from Paris, Early morning here.
I read with great interest the two posts by Graeme Fox. He really does put his heart and soul into this industry.
I read Mike Nankivell post. He is like a true statesman. Quietly understating his own achievements.
I have many of Steve's blogs and articles in the past. Steve has not written a post like the other two. May be he should because I for one would like to know more about him. I know him through his writing and his thoughts are very clear. He cares about the ACR Industry and the people in it. He also is passionate about environmental impact. This is clear from him articles and work elsewhere. He also has strong feelings about the industry associations and professional bodies.

As some many have said, there are many other active people making great ambassadors for this industry. These are not the only three for sure. It is great that Steve has given this platform to air our thoughts.

It has been said many times already, but this is a great blog from an inspired member of our industry. Thanks Steve for starting all this off.

By Greg

16 April 2013 03:22:00

Hello from Perth again. I never expected that there would still be comments being left on this blog. What a surprise when I looked this morning.

I quite the straight forward honesty of Gray's post. Yep, perhaps winning a 'Steve' is the right approach from day one. It needs some more background work though but I agree that naming after someone from our industry is better than after a postman. And, that said, after a while, the idea of winning a 'Steve' does grow on you just as the idea of winning a 'Fred' does. In fact, I hadn't heard of Fred the postman until I read this blog and I would think that will apply to many others too, so they are not expecting to win a Fred.

I also had not heard from Graeme Fox or Mike Nankivell before reading this thread. I can see that they are both very well known and highly respected for the work that they do for the industry. It was great to see long comments from both of them. I really enjoyed reading their comments and possibly like some of the other readers I felt inspired too. You Brits have at least three inspiriting industry guys there.

I was surprised at the post by Graham Young. I don't know about the UK but here is Aus we have a very mixed industry made up of both large and small companies. No one here would say that there could be no industry without the MNCs.

I was encouraged by Neil Everitt's comment that the discussions are at a critical stage. I hope that is positive and not negative. Critical stage could mean that they are about to be scrapped. So, good luck with them. Fingers crossed. The comments here do not have dates so I am not sure when Neil left that comment. Is there any update or was that very recent?

Finally, I found myself agreeing with Todd. This blog thread has been like no other that I have seen before anywhere. May be it is a turning point for the industry. I have also looked back through Steve's previous blog and agree with Todd, there is a Steve Factor here that has gone unnoticed by many for too long. I think Steve can now join the ranks of the other industry giants that you have named but on an international basis. Steve has reached the parts of the industry that no other has done before him. So, yep, name the award after him and also make him know that he has been noticed. I hope that Steve will be picking up some awards himself in the coming year from around the globe for the work he has done and is doing.
Have a good day. Bye from Perth

By Graeme Fox

16 April 2013 03:21:00

I've got to admit, after reading through this thread again, that the idea of calling the award after Steve Gill is not only excellent but very apt.
The ethos of what the original blog was saying to me was highlighting above and beyond the call of duty behaviour from individuals for no direct gain. "The Steve award for service" or suchlike would, in time, become a recognised and highly respected award that would be different from the others simply because the general criteria of the existing special awards seems to be longevity, whereas this would be more open to the ordinary techie on the ground. I'm sure Steve will humbly object but I think it would be an appropriate reward for raising an issue that has clearly moved a lot of people in our industry to get involved in the discussion - a very refreshing change.

It certainly has my vote.

By Todd Hendricks

16 April 2013 03:20:00

Greetings from Little Rock, Arkansas.

This is the most amazing online discussion regarding the Air-Conditioning and Refrigeration industry that I have ever seen.

I do not know many of the names mentioned in the posts and I guess that are from Great Britain, but reading through this thread one doesn't need to know them individually anyhow.

We do have some amazing characters in the industry. I should know I work with a few. Many are gifted with their hands rather than with pen and paper. Steve Gill is obviously good with words and I understand he is a respected engineer too. In this blog he has taken the trouble to remark on how special a couple of hands on engineers where that he met in his travels.

I think he has touched the right nerve with many of us because he is recognizing that this is a people driven industry. Such an obvious observation shows deep wisdom.

I am a technical guy and have worked in engineering all my life. I read technical manuals and visit supplier's web sites these days. But I have found myself curious to know more about Steve Gill so I read his other blogs too. I highly recommend these to everyone in the industry. There are common themes that run through his blogs. There is a certain Steve Factor which is inspirational. I printed some of his blogs off. They really did make me lift my head up from this heavily technical world that I live in and to marvel at this amazing industry that I work in. This is the Steve Factor

I will look out for more of Steve's Fresh Talk in the future.

By Ben

16 April 2013 03:19:00

I just read Gary's post and just want to say that I think he is right.
Good post Gary

By Pete

16 April 2013 03:18:00

I really enjoyed this blog and liked Steve's idea for the award. I am not against it being called a 'Steve' either.
I have enjoyed reading this blog thread too. One of the topics concerning ACR Industry ambassadors has been very interesting and all fine.
But then Goatee started to call them 'Steves' and I think this has wondered off because we already have a number of industry awards for the likes of Steve Gill, Graeme Fox, and Mike Nankivell as has been mentioned previously by a few including Neil Everitt. So, likes not get carried away and blur the new idea here. We have the Alan Moor Award, we have the Fred Jamieson Award and also the Phil Creaney Award. In fact Mike has won the Phil Creaney Award last time.
So, lets keep the 'Steve' Award for exceptional customer service. That is fitting.
So, Goatee, lets not lump these three great guys together as 'Steves' but lets give 'Steves' to the people that it is aimed at.
I want my customers to nominate me as a Steve.
By the way, perhaps Graeme and Mike could win a Steve too, that would be something.
Hope this all makes sense :-)
By the way, well said Gray. I think that was the best post of the past few days so don't worry about making more. All are part of this extraordinary industry as Steve has said, even new guys like you.

By Jason - the real one

16 April 2013 03:17:00

I am staying out of this. You all know my thoughts so I don't want any more jokes at my expense.

Gary: Well done mate. Welcome to the industry. I have you have a long and successful career and you win that award to hope for one day.

Graeme Fox: you are right about the snobbery in this industry from the large companies and those within it towards the smaller ones. You are doing a great job. I really think that had you worked for a large company, we as an industry may have lost one of our best ambassadors.

Mike Nanivell; great to read just how much you have done in your career. You just quietly get on with things in a modest and unassuming way. Having read your post I can understand why you are so highly thought of

Graham Young: Are you still looking to find the comments about MNCs that aren't really there?

By Lee Davidson

16 April 2013 03:16:00

I don't really agree with JENA although I can see where he is coming from.

A few people I have spoken to can't get past Fred being a postman and I think they are missing the point really.

However, to give it a name from our own industry is not a bad idea and I quite like the suggestion from young Gary. We have Dave TV these days. Why not have a Steve award? It is modern, it is fresh thinking, it is simple, it is all because of Steve Gill that we are leaving messages here.

I think there is some mileage is naming it a Steve.

If it does go international, we will always have the original Steve in the UK.

Yes, I quite like the idea. Sorry JENA.

By Goatee

16 April 2013 03:15:00

A fair idea from JENA but I think using an industry name like Kelvin whilst being instantly associated with the ACR industry is the not the best one to use simply because Kelvin was a great engineer and scientist and it is not those aspects of the industry that we necessarily want associated with an award like this.

I personally think that a 'Steve' is a good idea but perhaps for different reasons to the others.

I think in time, may be even immediately, the 'Steve' award will not be instantly associated with Steve Gill except by those that know. After all, who was Oscar of the film night Oscars? I expect you have to google to check, right?

I think that we can create a of part ACR Industry by naming it the Steve award and not mentioning Steve Gill. I like the idea that people will wonder why is it called a 'Steve' in the future.

Of course, it is a tip of the hat to Steve Gill and to all the other special people in this industry. The ordinary extraordinary people that make up this industry.

It was really great to see posts from Graeme Fox and Mike Nankivell. Those really are too special guys who are both so modest. Graeme Fox said that Steve Gill had contacted him and alerted him to the blog. It is nice to know that these three ambassadors talk to each other. They are all approachable and doing their best. Hat off to all three of them.

In a strange way, by keeping the name of the award slightly ambiguous makes it for all these three and more. It is named after all the ambassadors of the ACR Industry. I have Graeme and Mike don't mind if I lump them all together as 'Steves'.

Difficult to explain my meaning but I hope you find a clue as to what I mean.

By Derby Ram

16 April 2013 03:14:00

Hi Jena, you make a good point about the Kelvin name being instantly associated with the ACR industry but I think that Lord Kelvin is far too technical person to have his named used for this award. I am agreeing and disagreeing with you.
This award is about an individual providing extraordinary customer service and I think it should have 'people person' type of name. There may be other suitable ones but I can understand why many here (me included) have said that winning a Steve is a good idea.
If we go down the 'Fred' route it will be forever compared to a postman (albeit a nice one). If we use an ACR industry name we can keep the same values, even improve on them and tailor them to suit the ACR industry and make it very uniquely the ACR industry award.
This award can be won by a person of any age in any position. If we give it a name associated with a very technical aspect of the industry, I think we will lose its aim.

I have come around to thinking like Gary. To win a Steve is no bad thing.

By JENA

16 April 2013 03:13:00

If you want an industry name why not call it the award the 'Kelvins'. That is a well known name that would be instantly associated with refrigeration and temperature.

By Derby Ram

16 April 2013 03:12:00

Yeah, why not? Gary, good for you for speaking your mind.

If winning a 'Steve' becomes the ACR industry's Oscars at least we will have named it after someone from our industry.

Yeah I can see what you mean.

By Mike

16 April 2013 03:11:00

Well said Gary!
You know what? I would be proud to win a 'Steve' too

By Gary

16 April 2013 03:10:00

I have been following this thread for about a month now. Some of it has been comical and some of it enlightened. Some has been outrageous and some ridicules too.

I have been put off making a post because many of the more senior people here are more confident and very good and dismissing suggestions/comments.

Well, this morning, I was talking in the office with others about this and I have made up my mind to add my say to the discussion.

I thought the blog was very interesting. It made me think about many things and I did follow it up and read about the postman called Fred.

It seemed fitting to have an award named after Fred. It is very catchy too.

But over time, I have thought about this and I will be brave now and say what I think. I have only been in the ACR industry for 5 years but I have found it a great industry to be in. I am thankful for the opportunity.

I read Steve's blogs every time (I also read the others too) and I find that they inspire me and make me think just how important this industry is, and how essential it is too. Also, how easily it is overlooked and taken for granted.

In this latest blog, Steve talks about those special people in an extraordinary industry. What a wonderful way of looking at ourselves. But also so typical to remind us that the people that make up this industry are really important. Without the individual, there is no ACR industry.

After a lot of thought, I really think this Award should be belong uniquely to the ACR industry. I strongly believe that we should stop sitting on the hence and make this the Steve Gill Award and people should receive a 'Steve', not a 'Fred'.

This will forever make it an ACR industry award.
It will be harder to change in the future when someone dies. I laughed when I first heard this suggested but I really do think that if we start calling it a 'Steve' from the start and people win a 'Steve'. It will be become a central award of this industry and it will rightly recognise now one of our own, not a postman from USA.

That is what I think. Feel free to disagree but I hope no one will make cruel comments or ridicule me.

I hope to win a 'Steve' in the future and when I do I will be extremely proud. More proud that having a Fred on the shelf.

By Ro

16 April 2013 03:09:00

Google find some strange coincidences some times. I was looking for this blog as a work mate suggested that I read it, so I typed in 'Steve Gill' and 'Fred' and 'blog' in to Google and I came up with a totally different Steve Gill who by some strange twist of fate had also written a good book called the Fred Factor . It was also a different Fred though of course, but strange coincidence. Anyway, found this page in the end

http://archive.redstate.com/blogs/perico/2007/jul/16/my_interiew_with_steve_gill_author_of_the_fred_factor_part_1

By Nick

16 April 2013 03:08:00

Hello from Brisbane, Aus.

I agree with Nic's comment that the ACR industry is particularly poor at seeking and reacting to customer feedback. As an industry we are very inward looking.
I really like the idea of a 'Fred' Award because it will highlight the practices of those that put their clients at the heart of what they do.
This blog, although written simply, actually touches many much wider issues within our industry. I think that is why there has been such a massive response to it.
Excellent blog. Great discussion. I must also agree with Neil that the interest in this Award is international so this site is a good vehicle for it
Have a good day.
Nick

By Nic

16 April 2013 03:07:00

I was not totally surprised by Graham Young's comment early this week. One of the problems with this industry is that we are not good are reaching out for feedback from clients or anyone else.
As Mike said at the very start of this now long blog-thread, we only usually hear from customers when there is a problem.
I think that we do not as a matter of course, as an ACR industry as a whole, usually invite feedback. We react (sometimes) to it when it arrives but we are rarely proactive at seeking it.
Graham Young's comment was a typical rebuff of criticism that he didn't want to hear.
If we do not receive comments from our staff, our suppliers, our customers. If we do not listen, how can we ever improve our service?
Someone else, early in the thread mentioned that what made a good Fred was their ability to listen and respond to their customers.
If we listen to the feedback from employees of MNCs this is something that they fear that their company is not doing.
I work for an MNC (a different one to Graham) and i am greatly interested in the comments here. I will take them on-board and discuss with our team.
Yes, Graham, this post is filled with generalisms, but that doesn't make it less valid.
This blog is about customer care; the comments about MNCs are also about customer care and service. Instead of closing our ears and minds to comments and feedback from others, we should be inviting it.
This is what a true 'Fred' would do.
Excellent blog by Steve, and wonderful to have input from Graeme Fox and Mike Nankivell. This really is something special indeed.
I strongly disagree with GY that this blog is bad for the industry. I think it is one of the best things to have happened for a long time.
Finally, I was really very sorry to hear that Neil Everitt is leaving. Neil has been a part of this industry for so long, I can't imagine him with out it. So, it is great to hear that he will still be involved in some form or other.

I hope that the 'critical stage' discussions for the Award reaches a positive outcome

Fingers Crossed for the Award.

By Curatica

16 April 2013 03:06:00

ACR Fred Award - Steve j'aime beaucoup ton interpretation. Tr s tr s sympa !!! Fred Award -dommage, on n'entend presque rien.

Steve, ouais mon poulain t'es le plus fort!!! <3

Curatica

By Jason - the real one

16 April 2013 03:05:00

Hi Neil, thank you very much for the update.

If we wait a few months - will three awards turn up all together? We could then have the Steve's, the Graeme's and the Mike's? Hey, before anyone makes more fun of me, I am joking okay? (only partly!)

Seriously, it is really great that this Award is being actively considered. It has received a lot of support through this site so I wouldn't disagree with you about this being the best vehicle for it.

I don't know what your future holds but I would like to think that you as a great supporter of it, and a champion very early on, could still be part of it in some way.

Right got to go. The weekend starts now.

Hope you all have a good one.

By Jason - the real one

16 April 2013 03:04:00

Graham, thank you for your latest comments.

I am genuinely curious about the world you live in.

Can you specifically pinpoint where in this blog thread that someone has posted a comment that reads that MNCs over a lower quality of service? I have looked and cannot find it, so I would appreciate you helping me by pointing it out.

I agree with you that 'generalized statements within the blog thread do nothing to enhance the reputation or imagine of this industry'. So would you please not make any more?

Is it true that it is wrong to single out anyone as being special as it diminishes the contributions of others? We should do away with all Awards of any kind if that is the true. It would certainly save all the MNC sponsorship of Award Dinners and the like if your logic is sound. Where would your logic take us? No Nobel Prizes, and no medals of bravery for soldiers?

Your words about MNCs have made wonder: what was before MNCs? There couldn't have been an ACR industry because you said that we wouldn't have one it they did not exist. Actually, you not saying that are you? You are claiming that the industry would not survive without MNCs. I think that most privately owned companies would disagree with you. Not all of these are so small either.

If MNCs did not exist, private, smaller companies would take their place overnight, you can rest assured of that.

I don't know of everyone that sits on industry councils and committees but from my experience of them in Scotland, they tend to filled by more people from private companies that MNCs, but only slightly and a fairer estimate would be to say that they are in equal measure (in my experience that is).

Graeme Fox, Mike Nankivell and Steve Gill are just three names that casually spring to mind as examples of people that disprove your claim that undertake industry work, work for MNCs

Finally, I fully agree with your closing comment that 'there is always a danger in having this type of open online forum and this blog thread is a good example of the careless talk.'

Graham, I couldn't agree more; your comments really are a good example of careless talk.

I am always prepared to listen so please feel free to explain your comments and justify them. I look forward to seeing your reply.

By Neil Everitt

16 April 2013 03:03:00

Hi Jason. Regarding the award, I would just say that due to my leaving and other factors, plans for this are at, shall we say, a critical stage. Rest assured, though, this will happen it may just be a few months before you hear anything.

I think that the international response to this blog and thread demands that this be an international award. In that respect it needs the right platform to promote it. As far as I am concerned the best vehicle for it at the moment is this website.

By Jason - the real one

16 April 2013 03:02:00

ACR Industry ambassadors are just like London buses: you don't see one for ages and then three turn up all togther. :-)

It was a really unexpected but very pleasant surprise to find comments from Graeme and Mike here. You guys really do us proud while at the same time putting the rest of us to shame.

I better not be too gushing with my compliments as others will make fun of me again for doing so but really do think that we are very fortunate to have some people that put themselves out for the good of the industry.

Regarding the blog main subject, does anyone have any news of any plans to actually launch this Fred Award?

By Brian Williams

16 April 2013 03:01:00

Reading Graeme and Mike's post have made me realise that I do so little 'extra' in the industry even though I have worked in it all my life.

These are two ordinary guys like the rest of us but they do extraordinary things.

I really must congratulate Steve for starting the ball rolling with his blog (and his previous ones). We really do have an amazing industry filled with amazing people as he has said many times

By Stuart Butcher

16 April 2013 03:00:00

Mike, you are so modest.
You have achieved so much. Yes, you have been fortunate enough to have people around to support you but at the end of the day, the energy, commitment, passion, and let's not forget professionalism has come from yourself.

I think 'modest' is a term that can also be used to describe Graeme and Steve as well.

Steve's blog is about those individuals that 'go the extra mile' so although the comments may have wandered off the original subject slightly,I think that it is still fitting to discuss the industry ambassadors that we have within the same blog-thread.

Really nice to read Mike's and also Graeme's reply to Lee Kim. It was typical of you both to go out of your way to answer a question.

Special thanks to Steve for kicking this whole thing off. We may be heaping all three of you with praise here but I think you really are the unsung heroes of the industry.

I do hope that Steve's excellent suggestion of the Fred Award takes off.

Keep up the good work guys

By Steve Gill

16 April 2013 02:59:00

I have heard from several people today that they are experiencing problems with posting their comments to this blog.

Jason, further back in this thread made suggestions on how to get around the problems.

It is a shame that so many people are trying to join the discussion but are unable to

Steve

By Martin from Maidstone

16 April 2013 02:58:00

Such a nice surprise this morning to see comments from Graeme Fox and Mike Nankivell. Really interesting too.

Fascinating to hear how and why they both what they do. I disagree with Graham Young's comment that naming these three (including Steve) makes less of the work of others. I think these three very respected individuals are highly regarded by all in the industry and no one will have a problem with that. Also, as others have said, no one has claimed that these are the only three, just as no one will claim that there is only one Fred in the industry if this award goes ahead.
Thank you Graeme and Mike, very nice to read your comments

By Clever Trevor

16 April 2013 02:57:00

What an inspiration blog. A really pleasant read. It is very easy to relate to because we all know how we feel when we receive extraordinary customer service

I can see why this has attracted so much attention. The idea is very good and yet so simple. While some people have their heads in the clouds of technology, this straight forward blog reminds us that it is people that make up this industry. It is people that make any business work. Great blog, I hope to hear more of this Award in the future.

By Mongkut

16 April 2013 02:56:00

Here in Thailand, we have Dr. Apichit Lumlertpongpana who is a distinguished ASHARE lecturer. He is highly respected in Thailand and SEA. He is a practical engineer who has studied to better himself. He is not an academic. He is considered an industry ambassador in the sense that you describe the UK ones.
May be Mr Kim Lee is unaware of him when he said that we do not have this sort of industry ambassador in Asia.
Incidentally, Mr Steve Gill is also in SEA at present and is also acting as an excellent ambassador here for the industry by meeting with students and also representing the refrigeration industry to the ASEAN governments. He is the first foreigner that I am aware of doing so on such a scale.

By Lee Kim

16 April 2013 02:55:00

Dear Mr Graeme Fox and Mr Mike Nankivell, thank you very much for taking the time to reply to my question. It is beyond my expectation that you would read my question and reply in person. This is a great honor for me to see your reply.
I must also thank Mr Jason who had previously replied.
I know have more understanding. Your replies opened my eyes. If I understand correctly, the title of ACR Ambassador is not an official one given to you. It is a term used by your peers to describe the your symbolic level within the industry. This is also known as your standing within the industry.
Mr Graeme Fox, Mr Mike Nankivell and Mr Steve Gill have been described in this way because it is considered that they represent the ACR industry in a positive way. It is not because they are in a paid position with the title of ACR Industry Ambassador. This is my understanding.

I find this extremely interesting and must thank you for explaining this to me and your roles. We do not have anything like in Korea, or even in Asia that I am aware of. To hold a senior position within the industry at one of the professional or trade bodies, a person has to either have a very senior position themselves, or be wealthy in their own right, or be a senior and respected academic professor. We do not have any one similar to yourselves doing great ambassador work unpaid.
I would agree with the comments from Mr Fox, Mr Nankivell, Mr Gill and Mr Jason that the people working within the industry are the best people to represent the industry. I think the UK RAC industry must be much stronger and better represented for having three honorable ambassadors.
I think we can learn a lot from the way your presented in the UK.
Thank you so much for taking the time to answer. I have learned so much that surprised me. I am wiser.
Thank you ACR News
Your sincerely
Lee Kim

If you ever visit Seoul, I will be honored to meet you.

By Graeme Fox

16 April 2013 02:54:00

Firstly, thanks again to all those who have contributed to this thread. Steve emailed me this morning telling me about some of the comments and inviting me to put the record straight and I'm pleased my comments have been well received.

I have to take exception though to some of Graham Young's comments. To say "the industry is well represented through the trade associations that are funded by the MNCs" is not true I'm afraid. I got involved, as I said in my post, specifically because contractors were under represented and I can safely say that in 14 years of committee work at national and international level that neither B&ES (HVCA) Refrigeration group nor AREA are funded by MNCs. Maybe if we were then we could have spent enormous sums of money lobbying national governments and MEPs over the F Gas review as well! The trade associations that are funded mainly by manufacturers quite clearly lobby for their own agenda, as one would expect, but rarely (if ever) consider the implications on ordinary small contracting businesses.

The comment about industry not surviving without MNCs is a fairly typical one that I'm sure I'm not alone in having faced before. I was dining with the Chairman of a large Japanese MNC a couple of years ago who was rather condescending towards me, certainly looking down his nose at a mere contractor, and boasting about his company's turnover. When I pointed out that AREA represents around 20 billion Euros of turnover and that without my members' intervention between them and the end users then their products would still be sitting on a warehouse shelf somewhere he changed his attitude towards me - all too late I'm afraid. I'm sure you didn't mean to offend Graham but it would appear from some of the follow up comments that your comments were misguided perhaps?