"The Young Lions Roar"
 

by Mark Matteson

Irwin Shaw was born of working class parents in New York City in 1913. He first gained renown as a playwright, then as a Hollywood film Writer. His novels, eleven in all, continue to sell well, even after his death at age 71 in 1984. He was one of the principle voices of his generation. True to form, in order to have credibility and earn the right to be listened to, he decided that serving in the ranks of WW2 was the best decision for his career. After the war, he wrote his classic novel, "The Young Lions." It was published in 1948 with much anticipation and fanfare. The book made him both famous and wealthy. Shaw’s writing reflected people characterized by vigor and directness. His focus was on the ordinary people and their lives. The quality of Shaw’s writing demands you cheer for the main characters in his stories. They are regular people with extraordinary ambition, drive, a strong sense of dignity and moral strength.

Newcomb and Company in Raleigh, North Carolina was founded by Charles "Bo" Newcomb in 1954. With modest and humble beginnings, he began providing mostly residential HVAC Service. By 1982, the company was doing $3,766,193/year with 55 employees and eight technicians. At that time, the work was split between 90% construction and 10% service. In 2001, the company will earn over $35,000,000/year, 80% in construction and 20% in service. With a focus on Maintenance Sales, Service Excellence, Commercial New Construction, Diversification, Acquisition and an undying commitment to its people, this full service Mechanical Contractor has enjoyed impressive, yet controlled growth. With the opening of a branch office in Charlotte, and an impressive new headquarters in Raleigh, career paths exist for the loyal and hard working people of Newcomb. With over 200 employees, the last three years have seen 20% to 30% a year growth with this focus.

Newcomb and Co. has earned awards for excellence, both regionally and nationally. They were one of eight winners of the 2001 Carrier Distinguished Dealer Award for Excellence nationally. Furthermore, they are past winners of the James A. Rider Statewide Award for the top sales dealer in North Carolina. They have also earned the distinction of winning the Willis Carrier Award for the top commercial dealer in North Carolina six out of six times it has been given.

In talking with "Robbo" Newcomb one day over lunch in Nashville, the humble and kindly CEO of Newcomb, told me about his father, the people and their unique philosophy. The apple rarely falls far from the tree. The company is clearly a reflection of its founder’s beliefs and vision. When Bo recruited his team of managers to lead the company into the 21^st century, he dubbed them "The Young Lions," after Irwin Shaw’s classic novel. As Robbo and Alan Davis, his VP of Service, broke bread, a compelling story unfolded.

Every organization is a reflection of the leader’s beliefs, values and vision. As Robbo told me about his father, his stories were sprinkled with clear and unmistakable reverence for the people at Newcomb. He had a genuine and grateful attitude that was as refreshing as a blast of cool air in a stuffy room. "We have more business than we can say grace over," he said with a smile. "Tell me more about your Dad," I suggested. As he reminisced, many of his Dad’s classic aphorisms appeared like wild flowers on the highway, a welcome sight indeed.

I couldn’t write fast enough. This was good stuff. Robbo continued…

"He used to read half a book and a newspaper before he came into work. He was usually the first one in the door each morning. He would throw an important article on my desk and ask, "Have you read this yet?" Bo was a Servant Leader. He cared about people and his employees knew it. The more I learned of the founder, I began to feel a little jealous. It would have been wonderful to spend time with this great man.

In the company literature, it says simply and profoundly, "We will always remember that the values, morals and principles of our founder, Charles A. Newcomb, are the foundations on which our company was built. We will proudly continue this tradition." And they are.

I peppered Alan and Robbo with questions. "Tell me about your people." Robbo’s eyes lit up, like a young father talking about his first-born child. "We look after our people. We try to take care of them first. We believe building a successful business is about building relationships with people. This includes employees first, then customers, suppliers, distributors and the community. The foundation of Newcomb and Co. is the dedication and knowledge of its employees."

Robbo interrupted himself and insisted, "I do not want this article to be about me. Our company has succeeded because of the people we are fortunate to have. Dad would say it’s the quality of successful people. We try to make a difference in our employees’ lives."

As a consultant, I have observed the most successful companies hire for attitude and train for skill. Over the last five years, I have been fortunate to cross paths with no less than eight employees of Newcomb and Co. Whether it was a seminar I was conducting or an industry gathering, it was obvious in a short period of time the employees of Newcomb and Co. were special. Buc Williams and Matt Gardner, both in sales, are destined for sales greatness. Matt with his quiet confidence and penetrating questions or Buc with charm and passion; ambition oozed out of both of them. Perhaps it was Sarah Washburn, Donnie Cobb, Vic Hill or Chris Evans. They have a measure of caring, compassion and attentiveness that separates them from everyone else in the room of seminar attendees. Finally, in my numerous meetings with Alan Davis and now Robbo Newcomb, Bo’s son, it’s easy to see why the company succeeds. Great People. Talking with and listening to their thoughts, ideas and beliefs, it became clear to me this is a unique and extra-ordinary group of people.

Reading over the Mission Statement, it appears as if it serves two purposes: 1) A compelling Vision to strive toward. 2) A constant reminder to all who read it, what Newcomb and Co.’s cherished values really are. It appears to me as if they walk their talk.

"We will operate under the principles of honesty, integrity and complete dedication to the customer. We will deliver the best possible service, unparalleled quality, constant professionalism and outstanding performance."

Seneca, the wise Roman Philosopher once wrote, "Our plans miscarry because they have no aim. When you don’t know what harbor you’re aiming for, no wind is the right wind."

Below the Mission Statement are bullet points that define Goals and Behavior, entitled simply "Aims." I am struck by the well thought out verbs that seem to define the culture (Culture = Habits + Attitudes):

You only have to call the company to hear a difference. The attitude of the people on the phone, the quality of the words used in their recorded message whilst on hold, "We appreciate the opportunity to serve you…" This company is different. This company is profitable. This unique "Human" approach to leadership is both sound and profitable.

Maya Angelou, the great poet once wrote, "You train animals, you educate people." Education comes from the Latin word "Educo" which means to "draw from or pull out."

"Bo" believed in education. Alan Davis, VP of Service, explained to me "Mr." Newcomb’s belief. (There was great affection and reverence in his voice as he spoke of "Bo.") "If you provide education, you’ll be successful." Pausing briefly, he continued,

"I want you to create a consistent program." So Alan, with the help of Angie Dorman, created a 10 Book Series Home Study Course. It was later adopted by both the State of North Carolina as an apprenticeship certification and Thermo Industries (Carrier’s Educational Arm). It covers everything from Basic Electricity to Industrial HVAC. Alan does not stop there.

Every Friday morning the technicians come in one half-hour early on their own time, the company pays the second half-hour, to discuss standards and consistent performance. Expectations of tasks and responsibilities are reviewed and reinforced. For example, coil cleaning and its importance to the customer’s equipment. Job information is shared. A bridge is built between Construction and Service so the work stays in house and is done efficiently.

On Monday nights, a voluntary educational program is offered from 6:00 to 7:30 PM. It’s available to ALL employees. The curriculum content is based on an internal survey of needs. "What do you need to learn?" is asked regularly. The schedule of classes is inserted into each employee’s pay envelope announcing the schedule a month in advance. Vendors and Manufacturers are brought in. Roger Bushee is a service tech that doubles as a Teacher. He leads the classes on everything from welding fundamentals to the HVAC basics. Office and Administration employees are encouraged to attend, and DO.

Then, of course, there is active participation in industry gatherings and seminars of all kinds. Newcomb and Co. views education as an investment and they enjoy a very large return. Turnover is very low and morale high…is it any wonder?

In describing the people, Robbo told me about Russell Holden, a recently retired long-term employee. He commented, "It’s a privilege to have had great people like him at our company." Shortly after the September 11 terrorist attack, Robbo called a "Reassurance Meeting" with all his employees. The focus? How do we pull together in a spirit of American Pride and help the community?

Their commitment to their community extends to active involvement at every level of the company to serve such causes as Habitat for Humanity, The Boys and Girls Club, The Salvation Army and The American Cancer Society. Employees freely give their time to The American Red Cross Disaster Relief, and Neighbor to Neighbor. This is a company that cares.

"Bo" was a man of faith. His actions spoke louder than his words. Story after story emerged of the anonymous help he gave people. Newcomb and Co. was his "Magnificent Obsession." He could be tough when he needed to be, but more often than not, he thought more of others than himself. He had a true Servant’s Heart. Perhaps it was his belief in the people he surrounded himself with, a solid foundation, that explains this contractor’s extraordinary success. If he could see what the company has become, I am certain he would be smiling. He passed away from cancer on August 19, 2000. It was no accident over 750 people attended his funeral. It’s clear Bo is alive and well in the incredible legacy he left behind, an extraordinary shade tree that will carry on his beliefs.

Irwin Shaw most certainly would have loved to hear these Young Lions Roar!