2

MORE CARE. BUILT IN.

YOUR PARTNER FOR PROFITCongratulations to Chadwick-BaRoss for 80 years of extraordinary service to the construction industry.

Volvo Construction Equipment is pleased to have been

associated with Chadwick-BaRoss for many years, working

together to help you reach the highest levels of productivity,

performance and profitability with the right equipment and

comprehensive product support.

Chadwick-BaRoss, your working partner dedicated to serving

you, is your full-line Volvo Construction Equipment dealer in

Maine and New Hampshire. Please call Chadwick-BaRoss for

the location of its sales and service facility nearest you

for your construction equipment and service needs.

Volvo Construction Equipment www.volvoce.com/na

Chadwick-BaRoss, Inc.160 Warren AvenueWestbrook, ME207-854-8411

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Congratulations Chadwick-BaRoss on your 80th Anniversary

Terex Crusing & Screening

11001 Electron DriveLouisville, Kentucky 40299

Tel: 001 502 736 5200Email: mail@terexcs.comWeb: www.powerscreen.com

Powerscreen congratulates Chadwick-BaRoss Inc. on

its 80th anniversary and looks forward to continuing to

work in partnership in the future.

With a complete range of screens and wash plants to

match most applications, Chadwick-BaRoss delivers

the complete customer experience from local sales,

advice, installation, service and finance.

Terex is a registered trademark of Terex Corporation in the United States of America and many other countries. Powerscreen is

a registered trademark of Powerscreen International Distribution Limited in the United States of America and many other countries.

Copyright Terex Corporation 2009.

Terex Crushing & Screening

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By Jamie MerollaCEG CORRESPONDENT

How does a company stay in business through recessions, depres-sions, economic turbulence, changes in regulations and fulfilling loyalcustomer needs for 80 years?

An eight-decade company — one that was originally founded whenthe stock market crashed, one whose first decade of work was during theGreat Depression, one that has endured the challenges of thecutbacks of the 1970s, and the downturns of the1990s and the uncertainty of 2009 — still con-tinues to grow today.

A visit to the corporate headquartersof Chadwick-Baross in Westbrook,Maine, illustrates quickly and clearlyhow.

The phone rings, as it has forhundreds of thousands of timesover eight working decades.Chadwick-BaRoss President andCEO Stuart Welch answers andlistens intently. A long-time, val-ued customer is literally upagainst it.

Welch offers several solutionsto a concrete problem; or rather, one deepin stone.

“We have to help this guy,” he says. “He needsour help. This is a long-time customer who has pur-chased a number of pieces of our machinery over the years and heis in trouble.”

Welch explains that the contractor in question has to cut a trenchthrough a particularly difficult obstacle in order to finish a project, some1,800-ft. of a ledge.

“We’ve got some tough choices to make today in a few hours. Wehave to do it quickly,” says Welch. “The guy is under a lot of pressure tokeep the job going and needs a large hammer, one that we do not stock.So we have to source it for him in a hurry.

“We will all go to work and get this done before the day is out. Qualityof service is what makes all the difference. This is what we mean whenwe say, ‘customer service,’” Welch concludes.

Company PhilosophyAcross from a conference table in Welch’s office is a placard with the

company’s business philosophy: “Integrity, Trust, Customer Focus,Synchronization, Speed and Communication.”

Welch added that ‘Trust’ and ‘Speed’ are linked. “Think about yourown times. How long does it take you to buy a used car? Part of the rea-son may be that you don’t trust the car salesman. If you don’t trust, it

complicates and slows the process down. The one thing we have atChadwick-BaRoss is trust and that’s why we get things done.”

This year, 2009, marks the 80th anniversary for Chadwick-BaRoss, aremarkable feat of business success, beginning with its founding in themonths surrounding the Great Wall Street Crash of 1929, which closedthousands of businesses nationwide. Yet, for Chadwick-BaRoss 1929was just the beginning of moving tons of earth by helping countless cus-tomers.

Company HistoryChadwick-BaRoss Inc. was founded as the Portland Tractor

Company in 1929 by Frank Mileson and Lawrence Murray. Located at803 Forest Avenue, Portland, Maine, the company prospered and grew

with basically two major lines of equipment — crawler andwheel tractors manufactured by the Oliver

Corporation, and heavy duty all-wheel drivetrucks manufactured by the Walters

Corporation.Municipal sales were primary with

logging secondary. In November1959, the Portland TractorCompany was purchased byCaterpillar manager Robert P.BaRoss and Oldsmobile dealerRichard Chadwick.

From its beginning at a singlelocation in Portland, Chadwick-BaRoss Inc. has evolved into asignificant equipment houseserving customers in five NewEngland states.

In 1973, Richard Chadwick retired as thepresident of the company and Robert BaRoss suc-

ceeded him. In 1979, Robert BaRoss, in concert with hismajor suppliers, brought in the Strobl Group from Austria who pur-

chased newly issued voting shares equal to BaRoss’ interest.Robert BaRoss retired in 1990, selling all his interest back to the com-

pany. In May 1985, Chadwick-BaRoss Inc. purchased TimberlandMachines Inc., a wholesale distributor of outdoor power equipment anddealership for logging, industrial and municipal equipment in NewEngland.

The outdoor power equipment was sold and the other business wasmerged into Chadwick-BaRoss. From 1987 to 1991, Bob Burns waspresident of the company and the president’s office was moved toConcord, N.H. Bob Bartlett became president and re-established thepresident’s office in Westbrook, Maine. Bartlett retired in December1997.

That same year, Dieter Strobl, chairman of the board, and GeorgeCorey met to discuss the future of Chadwick-BaRoss and on Jan. 2,1998, Corey became the president and chief executive officer of thecompany.

On Feb. 1, 2007, Strobl retired as chairman of the board but retainedhis board seat. At that time, Corey became chairman of the board andStuart E. Welch became president and chief executive officer.

Chadwick-BaRoss Celebrates 80th AnniversaryUnwavering Commitment to Service ExcellenceCarries Venerable New England Dealer ThroughEight Decades of Change

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Going Above and BeyondEach leader has directed the company’s commitment to customer

service above all else — standing behind each product sold until thebuyer is completely satisfied.

Sometimes this has involved going above and beyond normal opera-tor accessibility, using critical thinking to solve unique problems.

Take the case of Scott Frotton, owner of S.T. Frotton Construction of

Tewksbury, Mass. Several years ago, Frotton was paralyzed at workafter a terrible accident. While working at a muddy job site on a Juneafternoon, Frotton slipped and fell backwards into a trench box.

As a result of the fall, he suffered severe damage to his spinal column,paralyzing him from the waist down. Frotton spent many weeks in thehospital and was told he would never again return to work, but the deter-mined heavy equipment operator refused to accept this prognosis.

Chadwick-BaRoss Inc. was founded as the Portland Tractor Company in 1929 by Frank Mileson and Lawrence Murray. In November1959, the Portland Tractor Company was purchased by Caterpillar manager Robert P. BaRoss (L) and Oldsmobile dealer RichardChadwick (R).

Chadwick-BaRoss’s headquarters is located at 160 Warren Ave., Westbrook, Maine.

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Working vigorously during rehabilitation, Frotton’s determinationand endurance would eventually pay off. “I didn’t even know how to situpright,” said Frotton at the time. “But I was motivated to get back towork. My driving force was not only my family, but also the prospect ofreturning to work.”

After a two-year struggle, Frotton was finally able to return to the jobsite, with a big assist from Chadwick-BaRoss.

Most of the machines in S.T. Frotton’s fleet were purchased fromChadwick-BaRoss and its sales representative at the time, BrettPomerleau.

“One of the reasons we made the switch to Chadwick-BaRoss andLink-Belt machines was that Link-Belt is an American-owned compa-ny,” Frotton said, adding that Chadwick-BaRoss also was willing towork with him to custom-build equipment to fit his needs.

Chadwick-BaRoss designed Frotton’s machines with hand controls,instead of traditional foot controls. These modifications have allowedFrotton to continue his work in a way that would have been impossibleotherwise.

“Chadwick-BaRoss was there to help me get things started on thesimple modifications that made it possible for me to return as an opera-tor,” said Frotton. “Brett [Pomerleau] has been more than helpful andeager to do whatever he could to make my transition in returning to thecab of the machine as easy as possible.

“Making the modifications on our machines to enhance my ability tooperate them was really no big deal for Chadwick-BaRoss. But it hasmade a world of difference in my life and in how I complete my job,”Frotton added.

Loyal Employees, Loyal CustomersChadwick-BaRoss is not a family-owned business; rather, it is a

shareholder-owned one that employs several families. The company val-ues its employees and often has hired family members of current teammembers within the Chadwick-BaRoss.

Two retirees in 2008 were a married couple that gave 30 years of serv-ice to the company — Judy and Walter Hersey. Also, there are severalmembers of the Thebarge family working for Chadwick-BaRoss.

Chadwick-BaRoss’s employee loyalty is impressive considering howmany people today change jobs as often as they do cars. Eight employ-ees have been with Chadwick-BaRoss for 30 to 36 years: LelandDeprey. Nelson Savage, Paul Thurston. Charles Noyes Jr., John Stubbs,David Dubois, Gloria Heign and Gary Thebarge.

Ten employees have worked at Chadwick-BaRoss for 20 to 29 years:Brian Lawrence, Catherine Cartonio, Thomas Young, Steven Berry,Ralph Thompson Jr., Daniel Rott, John Thebarge, Brent Matchett,Wayne Haines and Alton Bridges.

Approximately 30 employees — virtually a third of the company —have been with Chadwick-BaRoss for 10 to 19 years.

“I would say we have so many long-time employees because thecompany has always been employee-friendly. We’ve always workedvery hard to put employees’needs as a high priority whenever we makedecisions, and to take care of them and pay them a fair wage,” said GaryThebarge, vice president of customer services in Westbrook. “Thatseems to work.”

“It speaks to the importance that we place on our people,” added DanRott, vice president and general manager at the company’s Chelmsford,

Chadwick-BaRoss’s Chelmsford, Mass., branch carries equipmentby Link-Belt, Fuchs, Powerscreen, Stanley-Labounty, Takeuchi,Bombardier, Genesis, Ponsse, Kawasaki and Gehl.

Chadwick-BaRoss’s Concord, N.H., branch, located at Route 106,237 Sheep Davis Rd., carries equipment by Volvo, Fuchs,Powerscreen, Genesis, Ponsse and Stanley-Labounty.

Chadwick-BaRoss’s Caribou, Maine, store is located at 314 MainSt., and carries equipment by Volvo, Fuchs, Powerscreen, Ponsseand Genesis.

The Bangor, Maine, branch, located at 188 Perry Road., carriesequipment by Volvo, Fuchs, Powerscreen, Ponsse and Genesis.

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Mass., facility. “We, as managers, can run this business, but we knowthey [employees] are the business. They do all the hard stuff out in therain, and in the sun and the blistering heat, and the snowstorms, keepingour customers going. Their dedication to do this work is vitally impor-tant to us.”

Such loyalty is a blessing for all vital elements — individual, cus-tomer and company stability over time.

“It is easier to retain employees than to hire new ones and train them.So, our objective is to keep our employees well trained, keep up on a fairwage, give them important insurance programs, various wellness pro-grams and it’s important that they get a fair deal each day,” said Rott. “Ithink that’s why we’ve had so many people here for so long.”

“I know that, for myself, and the employees, we get up every morn-ing, and do NOT think about anything else except to come to work anddo a good job and support our customer base,” he added. “You know,(many other) people come to work and say, ‘I need to do somethingelse.’ I don’t think our employees do that. It’s rare these days to find thatpercentage of employees with that longevity, especially in this business.”

That attitude has been reflected in another kind of hardware.Chadwick-BaRoss has won numerous awards, including the PremierPartner Awards from Volvo in 1999, 2000, 2003-2005, and the PartnerAward for Entrepreneurial Leadership, from Southern MaineCommunity College in 2008.

Industry Leader in New EnglandServing New England, Chadwick-BaRoss Inc. has established itself

as a leader in the sales, rental and service of construction, forestry, indus-trial, municipal and recycling equipment and does it with the conven-ience of five principle locations — Westbrook, Caribou and Bangor,Maine; Concord, N.H.; and Chelmsford, Mass.

Chadwick-BaRoss is poised to support all construction, forestry,screening or municipality operations with sterling product support,assisted by a fleet of fully equipped service trucks and 24-hour, on-calltechnicians ready to tackle any job.

Chadwick-BaRoss is now one of the largest multi-line heavy equip-ment dealers in New England. In 2000, it was voted one of the top 100companies in Maine.

Product lines have changed over the years to meet the needs of cus-

tomers, and Chadwick-BaRoss is always considering the best ways tobring the best products in parts and service to its customers.

Furthering its commitment to offer forestry customers the bestmachinery available, Chadwick-BaRoss teamed up with Ponsse NorthAmerica to become the exclusive distributor of Ponsse’s line of timber-harvesting equipment in New England.

Based in Rhinelander, Wis., Ponsse designs, manufactures and serv-ices environmentally friendly and effective forest machines for the cut-to-length method of mechanized logging, as well as related informationtechnology.

Its innovative products include harvesters, forwarders, dual-purposeharwarders, harvester heads, information systems, cranes and loaders.

At the time the partnership was formed, Mikko Laurita, president ofPonsse North America, said, “This partnership is part of our ongoingeffort to expand with outstanding companies, such as Chadwick-BaRoss, which has a strong presence in the area’s forestry industry. Oneof Chadwick-BaRoss’s strengths is solid experience in sales and serviceof forestry equipment. Cut-to-length operation is becoming more com-monplace in mechanized timber harvesting, and Chadwick-BaRoss is amajor player in New England.”

Expanded Ponsse LineChadwick-BaRoss also continues to increase its ability to deliver

superior services and that has been illustrated by its renovations of theWestbrook, Maine, facility as well as expansions of the Caribou, Maineand Concord, New Hampshire parts and service operations just in thepast few years.

Chadwick-BaRoss offers customers a complete line of forestry for-warders and harvesters from Ponsse as well as the all-new industrygroundbreaking feller bunchers and harvesters from Volvo.

This is critical as New England states have a very diverse forest prod-ucts industry and provide markets for all types of woods, from veneersand saw logs to pulpwood and biomass. This diversity allows landown-ers and loggers to grow and harvest and also allows land managers topractice sustainable forestry.

Maine anchors this diverse forest products industry and is the secondlargest paper producing state in the United States

Chadwick-BaRoss sold TimberJack products for 45 years until

Brett Pomerleau, sales representative foreastern Massachusetts, has beenChadwick-BaRoss’s top salesperson forthree consecutive years.

Paul Thurston, sales representative forGrafton, Caroll and Coos counties in NewHampshire, has worked at Chadwick-BaRoss for an impressive 40 years.

Nelson Savage, sales representative forWestern Central Maine, is based at theBangor, Maine, facility, and has beenemployed with Chadwick-BaRoss for 37years.

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A logger’s best friendwww.ponsse.com

80’s not old if you’re a tree! All of us at Ponsse wish you the best andmany more years of cooperation ahead!

Ponsse North America4400 International LaneRhinelander, WI Office: 715-369-4833

Gladstone, MIOffice: 906-428-4631Mark LaCombe 906-630-2773

Gaylord, MIOffice: 989-705-7459Mark LaCombe 906-630-2773

Grand Rapids, MNOffice: 218-327-0711Paul Estabrooks 218-244-2559

Chadwick-BaRossBangor, ME 207-942-48381-800-698-4838

Caribou, ME207-498-25471-800-270-2547

Westbrook, ME207-854-84111-800-262-5714

Concord, NH603-224-40631-800-477-4063

Chelmsford, MA978-256-95711-800-804-0775

www.chadwick-baross.com

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TimberJack was bought by John Deere and the company stopped sellingthe line in 2005.

But in 2008, Chadwick-BaRoss re-entered the logging industry witha full equipment line and service return. “We’re back in the forestryindustry with the Volvo feller buncher line,” a tracked machine that cutstrees with a high-speed saw head,” said John Thebarge, general manag-er and vice president of both Bangor and Caribou.

The feller buncher line came out in production just this year, but wasfirst demonstrated in Nova Scotia and the rest of Canada in 2008.

“The Volvo feller bunchers give us a product to sell in the forestrymarket after we stopped selling in October 2008,” added Thebarge.“We’re looking to make up to 25 percent of the company’s business withthe feller buncher and the Ponsse line.”

Working in the far reaches of the dense forests of northern Maineoffers its own unique working conditions.

“It brings its own set of challenges. Our service professionals havefurther distances to travel, over dirt roads, instead of paved roads, and(bad) weather, very much so,” added Thebarge. “But those are the peo-ple we talk about when we mention customer service.

“Our field pros out of Bangor are challenged by distance, meaning,they have to get up early in the morning and get to customers’ job sitesbefore daylight, which involves them getting up at two or three o’clockin the morning,” he said. “That’s not unusual for our people, whether it’ssnowing or raining, or whatever it’s doing.”

A Volvo LeaderIn June 2008, New England’s Volvo Construction Equipment dealer,

Chadwick-BaRoss, was announced as the authorized Volvo RoadMachinery & Compaction Equipment dealer along with its full line ofconstruction and forestry equipment. Volvo CE acquired the roadmachinery division of Ingersoll Rand in 2007, and has been convertingthe line over to the Volvo brand and image. The product line includes thecomplete range of soil and asphalt compaction machines.

Chadwick-BaRoss currently operates four Volvo full sales and serv-ice branches in New England and has added the road machinery prod-ucts to its construction equipment inventories in its marketing territory.

Concord, N.H., Vice President and General Manger Mark Silva said,“We are excited to now be the authorized Volvo Road Machinery deal-

(L-R): Catherine “Cathy” Cartonio, sales coordinator; Dave Dubois, customer service representative; and Gloria Heign, senior account-ant, all of Chadwick-BaRoss’s Westbrook, Maine, store, have been employed with the company 27, 33 and 32 years, respectively.

David Sickles, service manager in Bangor,Maine, and his service department areavailable for customers 24/7.

Joe Ryan is the service manager atChadwick-BaRoss’s Chelmsford, Mass.,store and has been with the company for13 years.

Jim Dube is the product support and serv-ice manager at Chadwick-BaRoss’sConcord, N.H., store.

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To the folks at Chadwick-BaRoss for eight decades of service.

Congratulationsand thanks

1.800.533.1812 / www.sargent-corp.com

Congratulationsand thanks

12

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Takeuchi was the first to introduce the compact excavator and compact track loader to the North American market, setting the stage for one of the fastest growing market segments in the construction industry.

Try a Takeuchi and feel the power

The Power of Product and Support

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CongratulationsChadwick-BaRosson your 80th Anniversary

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KCMA Corporation congratulates Chadwick-BaRoss on its 80 years in the construction equipment business and as a valuable member of our NationwideTeam of Dealers dedicated to sales and support of the world’s finest wheel loaders. They are committed to you, our customer!Stop by and talk to their experienced sales and service professionals, and see a new Kawasaki loader today!

www.kawasakiloaders.com 2140 Barrett Park Drive • Suite 101Kennesaw, Georgia 30144770-499-7000 | Fax: 770-421-6842

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er in Maine and New Hampshire. Our facilities and service technicianshave been working on this equipment for years, and now with the Volvoreputation for safety, efficiency and quality with this equipment we willbe offering customers nothing less than the best service and productavailable.”

Silva added, “When Volvo acquired the Ingersoll Rand paving andcompaction line, we were definitely ready. Our techs have been servic-ing those machines for decades, and now we add to that expertise withall the continued training available to us from Volvo CE in NorthCarolina — with that, customers are going to know that they are mak-ing a safe and informed decision when they come to us for this newproduct line.”

In November 2008, Chadwick-BaRoss rounded out its Volvo RoadMachinery products along with its full line of construction and forestryequipment by providing the full Volvo line of paving and compactionequipment to customers throughout Maine and New Hampshire territo-ries.

Product manager Silva said, “With Volvo’s reputation for safety, fuelefficiency, and quality, we can give our customers nothing less than thebest service and product available to get the whole job done … This isnow one-stop shopping for our road construction customers. It makes itso much easier for them when it comes time to rebuild, upgrade orfinance a new machine or to get service or parts — our product supportteams will ensure their equipment is always on the job, productive andworking.”

The Power of PowerscreenIn October 2008, Chadwick-BaRoss began offering Powerscreen

mobile screening, washing and recycling equipment, adding to its fullline of construction, forestry and recycling equipment.

“We are pleased to be the authorized Powerscreen Dealer in Maine,New Hampshire and Eastern Massachusetts,” said Rott. “Our facilitiesinclude over 50 mechanics and 18 full field service trucks. With the addi-tion of the Powerscreen product line we offer customers nothing lessthan the best service and product available.”

“Chadwick-BaRoss has a wealth of experience in terms of their sales,service and parts teams,” said Todd Goss, general manager of TerexCrushing & Screening. “Working together with Terex Pegson andPowerscreen, our mutual customers can be assured they are getting thebest equipment and support to achieve the productivity they need.”

Outlasting CompetitionDon Sickles, service manager in Bangor, expanded this dedicated

image. “It is our service department that sets us apart because we are 24/7.

We don’t go to a job site and expect to leave at four o’clock. And we’veheard that from our customers. They appreciate that. We get there andstay through their schedule to finish the job and get them going.”

Sickles cited a prime example of this; how Chadwick-BaRoss hasoutlasted the competition over time, simply by outlasting them throughthe day.

“There was one customer, SDR. We were on site working on a cou-

Chadwick-BaRoss offers customers a complete line of forestry forwarders and harvesters from Ponsse.

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Member FDIC. Citizens Bank is RBS Citizens, N.A. OV#82001

We would like tocongratulate

Chadwick-BaRosson servicing ourcompanies forover 40 years.

P.O. Box 669Hampden, ME 04444

207-862-2746brianb@hobouchard.com

P.O. Box 249349 Cold Brook Rd

Hampden, ME 04444207-862-4070 • 800-432-1727

www.hobouchard.com“Safety Driven - Excellence Delivered”

with Chadwick- BaRoss, Inc.

Gehl Company congratulates

Chadwick-BaRoss on 80 years of

sales and service excellence.

The Gehl family welcomes the Chelmsford,

Massachusetts location to our trusted and

dedicated dealer network.

Providing sales and service excellence for

skid loaders and telescopic handlers, we

look forward to a long partnership.

gehl.com

®

three generations of success

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Portland, ME Manchester, NH Portsmouth, NH

www.bnncpa.com

LLCCertified Public Accountants

AUDIT& TAX

800.244.7444

HEALTHCARECONSULTING

INFORMATIONTECHNOLOGY

CONSULTINGPERSONAL

FINANCIAL PLANNING

19

TC Heavy Equipment Hauling Inc.415 Buffalo Road

Rumney, NH 03266603-493-5266

CongratulatesChadwick-BaRoss

On their 80th Anniversary

With the new Terex® Fuchs D Series Loading Machines,

you’ll quickly see that our focus is on your success

and meeting your individual on-site needs.

Simply put, Terex® Fuchs units are solid, productive,

reliable performers.

So if you’re looking for increased lifting capacities,

outstanding fuel efficiency and excellent serviceability

to go with top quality operator comfort, the D Series

delivers.

THE D SERIES DELIVERS

Congratulations to Chadwick-BaRoss

on 80 Years of Sales and Service

Terex Construction Americas8800 Rostin Road, Southaven, MS 38671 U.S.A.

Tel +1 (662) 393-1800 Fax +1 (662) 393-1700Email sales@terex.com

www.terex.com

Terex Corporation in the United States of America and many other countries.

20

ple of machines, along with one of our competitors. Our competitor wenthome at 4:30 p.m. and our team was there until 10 p.m. — until themachine was fixed. Our customers told us they really appreciated thatand they don’t get that kind of service from our competitor,” saidSickles.

“Even the little things … they are important. If you tell a guy you aregoing to be there at a certain time, be there. Or be there a few minutesearly,” he added. “That communication is critical between your cus-tomers and your service department. Our entire team is willing to dowhat the customer needs to pull it together. I am extremely proud of theteam I’ve assembled here to do just that.”

Orchestrating Parts, Service“Out of the dealers in the area, I think that Chadwick-BaRoss offers

some of the highest quality technicians there are and we also offerabove-average parts and service,” said John Thebarge.

“All of our multiple products that we carry, give us an advantage to

be in all markets, from construction to forestry, to sand and gravel,municipal business, government business. Being in all those marketshelps us survive in bad storms and help us prosper during the goodtimes,” added Dan Rott.

“We have many loyal customers whom we have served with equip-ment and product support services for over 20 years. (i.e. CPMConstructors),” said CEO Welch.

While the steady hum of working heavy iron may not sound likemusic to the average ear, it does involve extensive orchestrations.

“One thing that the company has always done is tried to work withthe customer, to negotiate the best arrangement for both the companyand the customer,” said Gary Thebarge. “If a customer is having a prob-lem with a piece of equipment, we orchestrate between the customer andthe manufacturer so that he gets a fair deal in what he is looking for. Atthat point, it becomes a company problem and we try to solve it in thebest interest of the customer and ourselves. I think our customers respectthat. They know they are going to be supported.”

Brian Lawrence, technician, has beenemployed with Chadwick-BaRoss for 29years.

Charles “Charlie” Noyes has been a techni-cian with Chadwick-BaRoss in Concord,N.H., for more than 37 years.

Steve Berry is the master technician atChadwick-BaRoss’s Bangor, Maine, facilityand has been employed with the companyfor 23 years.

Guy Coraccio is the parts manger atChadwick-BaRoss’s Chelmsford, Mass.,facility.

Scott Polish, parts manager at Chadwick-BaRoss’s Concord, N.H., facility has beenemployed with the company for five years.

Ralph Thompson is the parts manager atChadwick-BaRoss’s Bangor, Maine, facilityand has been employed with the companyfor 23 years.

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“In addition to serving a number of construction companies, weactively support and participate in industry associations,” added Welch.“As to how suppliers view us — innovative, mid-size, well-run and highon customer service. It is how we build our reputation in the industry.”

The company recognizes that its customers also are committed to pro-viding quality service to their own customers.

“I think at the end of the day, our philosophy is to always do the rightthing,” said Rott. “That doesn’t mean necessarily that we’re right or thecustomer is wrong or right. We come to a solution where both parties areboth happy. We always try to be fair, honest and, at the end of the day,do the right thing by the customers. Do we always get there? No. Do weget disgruntled customer? Sometimes, yes. But, the lion’s share is a sat-isfied customer base and a growing customer base.

“We are growing and we need to grow. That’s the American way. Bygrowing, we get to be a better base for the customers to come to for allof their needs,” added Rott. “If we can take care of all of their needs, itforms long, bonding relationships with us.”

Part of an ‘Extreme’ TeamOne project highlight occurred in October 2007 when Chadwick-

BaRoss brought two of its customer-owned Volvo EC240 excavatorsalong with a Volvo L90F wheel loader equipped with forks and bucketto Milbridge, Maine, at work on the site to help build a new home forthe popular TV show, “ABC’s Extreme Makeover: Home Edition.”

Chadwick-BaRoss has served the needs of local construction compa-nies in sales and service in Bangor, Maine, since 1963. A Volvo cus-tomer, R.F. Jordan & Sons Construction Inc. owned the Volvo machines,sold and serviced by Chadwick-BaRoss. Jordan has been a satisfiedChadwick-BaRoss customer since 1990.

“Extreme Makeover: Home Edition” design team prepared to build a

new home for the Ray-Smith family of Milbridge, Maine, and found R.F. Jordan & Sons Construction with online research. President andOwner Pat Jordan did not hesitate to get involved in the project to assistanother local Eastern Maine family in such a rewarding project.

Chadwick-BaRoss General Manager John Thebarge said at the time,“R. F. Jordan & Sons Construction has been a customer of ours for manyyears. When Pat [Jordan] told us about his involvement in the projectand that Chadwick-BaRoss would have Volvo machines on site of sucha reputable, inspiring national program, we were thrilled for them andfor the Ray-Smith family!”

Thebarge continued, “Under those kinds of time constraints and con-ditions, the show’s construction team really needs a company that oper-ates equipment that is dependable and reliable. Volvo CE really has a lotof pride in the safety features in all the machines, as well as the operatorcomfort features and environmentally friendly engineering ... it was sogreat to know that several of our Volvos were working on such an impor-tant project, since we trusted they would be up for any jobsite needs thatmay come along — and under those conditions ... “The ExtremeMakeover: Home Edition” construction team needed machines that per-formed consistently under pressure with absolutely no downtime, andwith a Volvo under our service care, we knew that’s exactly what theywould get.”

Welch added, “Volvos are technologically advanced machines withnew service advantages, like Care Track — a satellite and computermonitoring system that tracks machine usage and directly alerts ownersand us, right to our manager’s desktops in fact, of any service concernsmachines may have. We can then promptly address them and keep ourcustomer’s machines working for them ... we like to think of it as a newpartnership in this advancing age of technology, where we are literallyworking for our customers 24/7.”

• Maine

Bangor

188 Perry Road, Bangor, ME 04401

Phone: 800/698-4838 or 207/942-4838Fax: 207/941-0856

EMERGENCY After Hours Parts & ServiceSupportParts: Ralph Thompson: 207/223-4908Service: David Sickles: 207/949-2388General Manager: John ThebargeService Manager: David SicklesParts Manager: Ralph ThompsonSales: Al Bridges and Nelson Savage

The Bangor branch carries equipment by Volvo,Fuchs, Powerscreen, Ponsse and Genesis.

Caribou314 Main Street, Caribou, Maine 04736

Phone: 800/270-2547 or 207/498-2547Fax: 207/498-6596

EMERGENCYAfter Hours Parts SupportParts: 207/498-8291 or 207/461-2751

General Manager: John ThebargeService Manager: John StubbsParts Manager: Leland Deprey Sales Contact: Al Bridges

The Caribou branch carries equipment by Volvo,Fuchs, Powerscreen, Ponsse and Genesis.

Westbrook160 Warren Ave., Westbrook, ME 04092

Phone: 800/262-5714 or 207/854-8411Fax: 207/856-2995General Manager: Michael SullivanParts Manager: Brent MatchettService Manager: Don LibbySales: Steve Wright and Jeremy Jordan

The Westbrook branch carries equipment byVolvo, Fuchs, Powerscreen, Ponsse and Genesis.

• New Hampshire

Concord

Route 106, 237 Sheep Davis Rd., Concord, NH03301

Phone: 800/477-4063 or 603/224-4063

Fax: 603/224-3001

Vice President/General Manager: Mark SilvaService Manager: Jim DubeParts Manager: Scott PolishSales: Dave Libby, Brice Johnson and PaulThurston

The Concord branch carries equipment by Volvo,Fuchs, Powerscreen, Genesis, Ponsse and Stanley-Labounty.

• Massachusetts

Chelmsford15 Katrina Road, Chelmsford, MA 01824

Phone: 800/804-0775 or 978/256-9571Fax: 978/256-8802

Vice President/General Manager: Dan RottService Manager: Joe RyanParts Manager: Guy CoraccioSales: Brett Pomerleau and Jim Capobianco

The Chelmsford branch carries equipment byLink-Belt, Fuchs, Powerscreen, Stanley-Labounty,Takeuchi, Bombardier, Genesis, Ponsse, Kawasakiand Gehl.

Chadwick-BaRossChadwick-BaRoss has five locations throughout the northeast to serve its customers:

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Dedication, Loyalty, Superior ResultsSuch partnership also leads to the resiliency, dedication and experi-

ence to adjust and even thrive through the challenging economies in2008 and 2009. But that is to be expected from a company founded dur-ing the economic crash of 1929 and has outlasted some of the country’smajor car manufacturers.

“We have never gotten down in our bunker and pulled the sandbagsin and said, ‘We’re not open for business and call us when the recessionis over.’ You focus on productivity, which we’ve always done, andprocesses, doing more with less,” said CEO Welch. “As a result, we’venever gotten ‘ballooned up,’ needing to cut back a lot. We haven’talways been as agile as we are today. In the ’70s and ’90s we learnedwhat NOT to do.”

During this current economic downturn, Chadwick-BaRoss has expe-rienced no major layoffs, another source of pride in doing things right.Welch again cited the dedication of his 94 employees who made it pos-sible to have “a profitable and viable company. You focus on the quali-ty of the people. That makes this company run.”

“Maintaining our product support/parts and service and customerservices has always maintained us,” he added. “We are proud of our peo-ple, definitely, most proud of our team.

“I think we’ve learned a lot on how to be productive with the assets,human resources that we have, rather than to throw money at the prob-lem,” said Welch. “You have to be focused on your product and cus-tomer delivery/service systems. Productivity and processes enable ourpeople to produce superior results.”

Walking from service job to service job in the customer service bays,

Westbrook service manager Don Libby puts it this way: “The customerhas to know that they’ll have someone standing behind them if they havea problem with their machine to keep them up and running. They canbuy a machine, that’s fine and dandy, but they have to know the compa-ny will be there to support them.”

‘You Sit, You Talk, You Solve’“We pride ourselves to be Number 1 in customer service,” said

Welch. “There is no measurement that says we are, but that is what westrive for.”

Chadwick-Baross is always looking forward to the next customer, thenext project, the next challenge, the next success.

“We are always looking for opportunities for growth,” said Welch.“We take that approach, rather than sitting back, especially during thesehard times or down times and Chadwick-Baross is in the position to takeadvantage of those opportunities.”

Like getting a loyal 25-year customer the hammer he needs to salvagehis building project.

“We, the executives of the company, don’t look at ourselves and say,‘We’re the bosses here.’We look at ourselves that we are equal with ourpeople to do for our customer base every day. We have the biggest opendoor policy that I know,” said Rott. “You sit, you talk, you solve, and youmove forward.”

“Business as usual is not in effect any more,” added Welch. “That partof the company is closed. People make this work. Executives, as agroup, come to work and stay out of the way and that’s the best thing todo.” CEG

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188 Perry RoadBangor, ME 04401

(800) 698-4838(207) 942-4838

314 Main StreetCaribou, Maine 04736

(800) 270-2547(207) 498-2547

160 Warren AvenueWestbrook, ME 04092

(800) 262-5714(207) 854-8411

Route 106,237 Sheep Davis Rd.Concord, NH 03301

(800) 477-4063(603) 224-4063

15 Katrina RoadChelmsford, MA(800) 804-0775(978) 256-9571

www.chadwick-baross.com