September 2011, Vol 3 Issue 1

summer Where has 2011 gone?

Summer is almost over....soon we will be ushering in 2012!

And what happened to 2010...?

Our industry has exploded through Environmentalism, a way of life. The sustainable management of resources and stewardship of our environment have brought about many incentives such as grants, tax deducts and utility rebates offered. The economy too has played a large role in the desire to save energy and money.

In response to this exciting time we dug in, became even more committed and soon realized we needed to grow and expand to maintain our current relationships and continue to respond to new challenges to exceed our customers' needs and requirements.

We've added to our team, almost doubling in size, adding to each discipline, sales, engineering and construction as well as expanded our presence in Florida and opening a new office in North Carolina to better serve our customers in the southeastern region.

In the upcoming Newsletters we will introduce our new additions and provide you with highlights of their expertise. Please see our first installment below "Faces of Atlantic Energy Concepts - Sales Team".

rare earth We work hard to keep you informed of lighting industry trends and conditions that could result in financial challenges or which could impact your ability to deliver projects in the planned timeframe. We want to make sure that you are aware of one such issue - a critical shortage in the availability of phosphor, one of the key elements used in the manufacture of fluorescent and LED lighting, needed to produce the white light.

Supplies of phosphor are extremely limited and China, which controls 97% of the World's 17 Rare Earth Elements, has drastically reduced the amount of phosphor it is exporting. Insufficiency of the heavy elements that make up the phosphor used in lighting, yttium (Y), europium (Eu) and terbium (Tb) has resulted in instability and volatility in the pricing of fluorescent lamps. Our lighting suppliers are telling us that they anticipate price increases in the 25% - 50% range on all fluorescent lamps.

We realize how price increases can impact the success of a performance-based project or a fixed cost based project. Unfortunately, this situation is totally outside of our control. Be assured that we are committed to working with you as we navigate through this uncertainty in the marketplace. We will strive to maintain product inventories so as not to negatively impact project work start dates, and we will only pass along price increases as they are imposed on us.

Be assured that we will do everything we can to help you accomplish your project goals and maintain customer satisfaction.

For additional information about this serious phosphor shortage, log onto our website: www.atlanticenergyconcepts.com and click on the "Latest News" Window on the main home page. There are several good articles which explain how this is affecting the lamp industry. We will post additional updates as they become available.

Thank you again for your continued business and we appreciate your anticipated understanding and cooperation as we work our way through these challenging times.

To respond to this exciting time of growth in our industry we have added to our sales team, two full time Account Executives, a Business Development Executive and a Sales & Marketing Coordinator, me.

State of North Carolina

Ms. Madeline Fazzalari, LEED AP BD+C has been with us since earlier this year as an Account Executive to cultivate business opportunities and increase our presence in North Caroline by establishing a satellite office in the Raleigh area, to assist in serving the southern markets, South Carolina, Alabama and Georgia. Madeline has spent her career in a sales capacity with an emphasis on customer service in various industries. Her latest tenure with over 2 years experience was with a company in the energy efficient and renewable energy field. During that time she gained extensive knowledge into all types of lighting, with an emphasis on the latest technologies including LED & Induction as well as renewable energies, including photovoltaic systems.

Madeline Fazzalari

Most recently she has obtained LEED, AP BD + C credentials. This certification created by the Green Building Certification Institute (USGBC) to provide the standard for professionals participating in the Build Design and Construction (BD+C) phases of high-performance, healthful, durable, and affordable and environmentally sounds commercial, institutional, and high-rise residential buildings.

Her affiliations include membership in the USGBC, Sustainable Greensboro, REBN (Renewable Energy Business Network), NCSEA (North Carolina Sustainable Energy Association) and Energy Service Coalition of Georgia and North Carolina.

Madeline can be reached by phone: 877-234-1134 ext 126 (toll free) or 919 389-1953 (Madeline can be reached by phone: 877-234-1134 ext 126 (toll free) or 919 389-1953 (cell) or by email: mfazzalari@atlanticenergyconcepts.com

Ed Langiotti

Ed Langiotti, Business Development Executive came on board mid 2009 to spearhead our efforts to develop the Florida market. Ed's background is in business management & sales in a variety of industries including commercial construction, manufacturing and distribution. Ed's primary focus is to expand our ESCO market in Florida and further develop business opportunities. He is having success in the Florida market and is on track for further success.

The State of Florida

Ed can be reached by phone: 877-234-1134 ext 123 (toll free) or 610-763-6100 (cell) or by email: elangiotti@atlanticenergyconcepts.com

Kevin Campbell

Mr. Kevin R. Campbell, LC joined AEC just recently as an Account Manager. Kevin will primarily be responsible for a wide variety of sales and marketing duties to support and promote new and existing business for Atlantic Energy Concept's many clients. Kevin has experience in the Philadelphia Market selling energy efficient lighting products to a variety of Business, Government, Institutional and Non- Profit customers. Kevin is an experienced sale professional with over 12 years of experience in managing large territories within the Greater Philadelphia, New Jersey, Delaware areas in the Electrical Wholesale and Lighting Distribution markets. Most recently Kevin spent six years with OSRAM SLVANIA. Kevin is a member of the class of 1988, Saint Joseph's University, Philadelphia, PA, and BS Marketing. Kevin has recently completed The Lighting Education Institute's Lighting Certification Review Course 2010 and IES Philadelphia's Intermediate Level Lighting Course: ED-150 and, as has passed the 2010 NCQLP Lighting Certification exam.

Kevin is married with 3 children and is a Southern New Jersey native who currently lives in Cherry Hill where he is an active volunteer in several youth sports programs.

Kevin can be reached by phone: 877-234-1134 ext 127 (toll free) or 610-823-4803 (cell) or by email: kcampbell@atlanticenergyconcepts.com

Then there's me...MaryBeth Arms

MaryBeth Arms

I've been with Atlantic Energy Concepts a little over a year now. I am the Sales and Marketing Coordinator located in the Reading, PA office working closely with Atlantic Energy Concepts sales force to assist with their day to day and long term endeavourers and as well as work closely with Paul Olive our Director of Business Development to develop and execute the marketing plan. Although my background is in lighting, it has not been in the energy efficiency and performance contracting arena. I've been taking it all in and find it to be interesting and ever changing, based on government allowances / utility rebates to the evolving technologies.

One of my responsibilities is to resurrect our Corporate Newsletter - it's my pleasure to provide you with both internal and external news that affects us all. Please feel free to contact me with your ideas, thoughts and opinions on our marketing endeavors, including but not limited to our literature, website and newsletter.

I can be reached by phone: 877-234-1134 ext 115 (toll free) or by email: marms@atlanticenergyconcepts.com

What sparked us to include the latest information on solar transportation was an article published earlier this Spring about a solar plane and its first international flight of 13 hours in May and an article mid August on the world's biggest boat docking in Hong Kong as well as the fasted solar car scheduled to compete in the 2011 World Solar Challenge this October. The articles are interesting and have an innovative approach to harnessing the sun's energy.

T�ranor (Solar Boat)

T�ranor (translates to "the power of the sun" and "victory") PlanetSolar catamaran arrived in Hong Kong on August 15th, on day 319 of its 18-month world circumnavigation challenge. It is manned by four-crew under the Swiss flag and measures close to 102 feet in length and 50 feet in width. A total of 825 solar modules are installed on the T�ranor's deck, equipped with 38,000 individual photovoltaic cells. It has already set two records: fastest crossing of the Atlantic Ocean by a solar boat and longest distance ever covered by a solar electric vehicle. The target date and location for its completion is April of 2012 in Monaco from where its journey began on September 27, 2010.

Impulse (Solar Plane)

The Solar Impulse - the second prototype of a solar energy single seat no n-pressurized plane completed its first international flight of 13 hours on May 13, 2011 from an airfield in western Switzerland to land at a Brussels airport. The project began back in 2003 with its first successful flight being in 2009. The intent of this project is to show the potential for pollution-free air travel. With a similar wingspan to an Airbus A340, approximately 200' being covered by 11,628 photovoltaic cells on the upper wing deck to power the plane. The average flying speed of the current Impulse is 44 mph. They are hopeful by 2012 - 2013 to fly around the world in a larger solar prototype plane. The anticipated time-frame is 20 to 25 days.

Xenith (Solar Car)

Xenith which is the name of the 10th Stanford Solar Car Project has been in the process of being developed and built for the last two years will compete in the World Solar Challenge held October 16-23 this year in Australian Outback. Weighing less than 400 pounds the three wheel design supports 26 glass solar panels of multiple prototype technologies making it one of the most efficient arrays the world has ever seen. Diodes are installed to bypass cells that have lost power due to shadows so the rest of the panel continues to function. Stanford touts it is the fasted solar car ever, although they aren't giving away any details, the team driving the car hopes to average about 60 mph during the race. Check our Latest News area on the home page of our website (www.AtlanticEnergyConcepts.com) after October 23rd for the results of the World Solar Challenge and further details on Xenith.

In today's fast-changing and competitive environment, excellent customer service is not only nice but essential for success. In fact, the only way to differentiate yourself and to become less of a commodity in the marketplace is through outstanding customer service. The strategies for keeping customers for life can be honed down to some basic steps that any business owner can use. To get customers, keep them and to get enthusiastic referrals follow these 25 proven techniques:

Reward your customers. Send them a gift, provide them a lead, generate business for them, etc.
Use your customers' services and buy their products. If you want to increase loyalty, there is no better way.
Send thank-you cards. Make sure they are handwritten and sent promptly. Peter Drucker attributed much of his success to the fact that he sent out 12 thank-you cards every day.
Return phone calls promptly. Since so many people don't return calls, you automatically look good when you do.
Do what you say you are going to do.
Do things when you say you're going to do them.
Underpromise and overdeliver.
Be accessible. Make sure you are available and willing to help customers whenever there is a problem. Your business should be open to meet the convenience of your customers and not only for your convenience.
Be credible. If you can't establish that trust right away, customers may start to look at your competitors.
Appearance counts. Perception is reality, and the reality is that people do judge a book by its cover.
Show empathy. Put yourselves in the customers shoes and see things from their viewpoint not just yours.
Have a "Goof Kit." If you make a mistake, it's not enough to say, "I'm sorry."
Promote customers' products and services. By getting business for your clients, you ensure you will have a customer for life.
Do things for the customer's convenience not yours. Make it as easy as possible for your customers to do business with you. The easier you can make it for your customer to do business with you, the more business you will have. Determine all the ways you can eliminate the hassle factor.
Send an invoice periodically with a "no charge" on it. This will help your customers remember you. And if it is unexpected, it will have a much larger impact.
Have a customer advisory panel. Only by knowing your customers' wants and needs can you successfully grow your business and be totally customer-oriented.
Hire mystery shoppers. To really find out how good your customer service is, hire someone to go out and use your service from start to finish.
Be a resource. No matter what your customer needs, try to find it for them -- even if it has nothing to do with your business.
Shower customers with kindness.
Speak your customers' language. If you use jargon your customers can't understand, they will be confused and may not use you.
Have a great attitude.
Treat your employees well. If they are treated poorly, there is a good chance your customers will also get poor service.
Give your customer what they want, when they want it and how they want it.
Give back to your best customers. If you run a special price or product offer for first-time customers, ensure your current customers are offered the same opportunity.
Don't show an attitude of indifference to your customers. In a recent study on why people give up on a company, 68 percent quit because of an attitude of indifference toward the customers by the owner, manager or employees - 68 percent!
Conclusion
"Customer service is more than just smile training -- it's about treating people the way they wanted to be treated," "It's also about giving the client what they want, when they want it and how they want it. It really comes down to the fact that good communication and human relations skills equals good customer relations."

Arnold Sanow is a Speaker, Seminar Leader, Facilitator and Coach. He is the author of "Get Along with Anyone, Anytime, Anywhere" www.arnoldsanow.com - speaker@arnoldsanow.com