We are proud to announce that Thompson Machinery has achieved Gold status within Caterpillar’s Rental Services Excellence Program and Dealer Heavy Rents Excellence Program.
Thompson Machinery was the first CAT dealer in North America to achieve a GOLD rating on the 2019 version of Caterpillar’s Rental Excellence Program for both Rental Services and Dealer Heavy Rents. A rating of 95% is needed to achieve a GOLD rating; Dealer Heavy Rents achieved a 95.5% rating on May 28, 2019, and Rental Services achieved a 95% rating on May 29, 2019.
Left to right: Mike Rattan, The Cat Rental Store; Ross Johnson, Caterpillar Inc.; Jim Clark, Thompson Machinery; Reggie Dill, Thompson Machinery
Operational Excellence is a philosophy of leadership, teamwork and problem solving; resulting in continuous improvement throughout the dealership’s Rental Services business unit and contributing to profitable growth. Through becoming customer centric, empowering employees, optimizing processes and adapting dealer best practices, Caterpillar’s dealer network continues to provide consistent value and positioning to exceed customer expectations.
The Rental Services Excellence Program – designed to create a culture of continuous improvement in market-leadership, standardization of processes, procedures and policies – is extremely rigorous and reviews all aspects of the SURGE business model:
- Separate The Organization & Instill A Service Culture
- Uncover New Customers
- Reshape Fleet & Grow Allied
- Grow Customer Coverage Physical & Digital
- Excel At Service & Operations
The Dealer Heavy Rents Excellence Program, also very rigorous, reviews all aspects of the Buy it Right, Rent It Right, Sell It Right business model:
- Buy It Right – Availability, Product, Price
- Rent It Right – Operational Excellence, Customer Growth and Rate Discipline
- Sell It Right – Multiple Price Points, In Territory Sales & Maximization of Downstream Revenues
The awards were presented to Thompson Machinery by Caterpillar Nashville District Rental Service Representative Ross Johnson at the dealership’s 4th Quarter Governance Meeting in December.