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Running an Elevator Door Manufacturing Business: Treat Your Customers Like Family | JT Peelle · The Elevator Careers Podcast

• 0:00
  JT Peelle: You know, we look at it that if our customers aren't successful, we will not be successful. So you really have to, you know, make sure that they are successful. And that could change in all different dynamics based on you know, really the way the industry is heading. But you know, it's, it's really you got to treat your customers like family. And also in order to do that you have to have employees that can do that. And say, you know, it's an Our employees are extremely important to, to the company and really making us successful as well.
• 0:31
  Matthew Allred: Hello, and welcome to the elevator careers podcast sponsored by The Allred Group. I am your host, Matt Allred. In this podcast, we talk to the people whose lives and careers are dedicated to the vertical transportation industry to inform and share lessons learned, building upon the foundation of those who have gone before to inspire the next generation of elevator careers.
• 0:52
  Matthew Allred: Today we are talking with JT Peelle, President and CEO of the Peelle company. The Peelle company started in 1905 in New York, manufacturing elevator doors. As a leader in elevator components manufacturing, that company is known for quality and customer service. In 2022, JT succeeded his father Hank Peelle, as President and CEO.
• 1:14
  Matthew Allred: And as the fifth generation of the Peelle's to lead the company. JT is optimistic and is looking forward to a bright future. JT, welcome to the show.
• 1:26
  JT Peelle: Thank you for having me.
• 1:27
  Matthew Allred: Thank you, I'm excited to be able to talk it was good to meet you last fall at the NAC conference in Kentucky. And I didn't get a lot of time to talk there on the floor. But I'm excited to talk to a little bit more about your company. And a long time before I met you, I would hear about pili doors and peely quality and the pili company and, and so, you know, to be able to talk with you a little bit more about what that all means is really exciting. So tell me how you got started in the elevator industry.
• 1:59
  JT Peelle: So I came in after college. So I've worked my entire career with with the Peelle company. And I started as a truck driver, and I used to drive and deliver our tools to our installation department. And then from there, I moved into sales, and I worked in accounting. Then I went back to the installation department and eventually took over that department. And, you know, from from there have continued to grow through within the company.
• 2:29
  JT Peelle: Very cool.
• 2:31
  Matthew Allred: So I'm just curious, you know, and I think I mentioned this to you once before I talked to I think it was T Bruce MacKinnon. And he said, you know, with family businesses, they say the first generation makes it second takes it third breaks it. . So you're fifth generation now, which is super impressive. That you've, you know, been in the business that long, but what was your kind of your aspiration? Had you? In other words, did you think early on that? Hey, yeah, I want to do what my family does.
• 3:02
  JT Peelle: There was always that, that idea of yeah, this, this might be something that I want to do. You know, I think as I got older, I really was looking at, you know, the opportunity to continue to really build the legacy that we've built. And, you know, as you said, it's, it is very rare for a company to reach fifth generation. And, you know, it's something I take a lot of pride.
• 3:24
  Matthew Allred: Absolutely, absolutely. Was there a part of you that? That kind of said, Heck, no, I don't, I don't really want that responsibility.
• 3:32
  JT Peelle: There were at times.
• 3:32
  JT Peelle: I think that's, I think that's natural.
• 3:38
  Matthew Allred: So JT, um, I mentioned, you know, just being super impressed with with five generations. And as I'm as I'm kind of thinking through my own head, I mean, I love my dad to death, but sometimes, you know, the idea of working that closely in the same business and then even kind of being a successor.
• 4:00
  Matthew Allred: It just makes me wonder how, you know, some of the things you've dealt with, and not just you, but Right, grandpa, great, Grandpa, you know, back. I think I think you certainly must have a great relationship. But but certainly there gotta be those times when you're like, oh, I don't know if I can do this.
• 4:18
  Matthew Allred: Right. We're gonna get killed each other if we get into business together.
• 4:23
  JT Peelle: Yeah, I mean, I think there's, there's always, you know, there's always that thought that, you know, how will we do this, but, you know, my, my father really was, you know, throughout the whole process, especially just even my decision to come into the company. I mean, he was, he was very hands off, he was very supportive of you to do what makes you happy.
• 4:45
  JT Peelle: And if that's not coming into the company, then that's fine.
• 4:48
  JT Peelle: That that's how it is. And, you know, I think you really took that through as I came into the company as well that, you know, kind of let me you know, he's not always telling me what to do. He's the letting me kind of, you know, build myself and, you know, not trying to himself on me and really letting me become my own person and go the professional route that I really want to.
• 5:14
  Matthew Allred: Yeah, no, that's, that's huge because I can just, even myself, in my own boys, I can just see myself wanting to maybe micromanage a little bit, oh, I don't don't screw that up or, you know, just just maybe being a little over the top, but I think it says a lot about who he is, and the trust he has in you to, to handle this, this huge responsibility and this legacy.
• 5:35
  Matthew Allred: And, and certainly, it's got, you know, his name on it, it's like, how's this gonna go? And can I? Can I let go? Without?
• 5:44
  Matthew Allred: You know? I don't know, I just, I'm just kind of thinking, thinking through all of that. So
• 5:56
  JT Peelle: I think that probably was, maybe the hardest thing for him would be to being able to let go. Sure. But I mean, he's, he's really kind of stepped back. And, and really let me you know, drive the company in the direction that I want to take it.
• 6:12
  Matthew Allred: Yeah, yeah.
• 6:12
  Matthew Allred: That's huge. Which, and especially if it doesn't quite line up exactly. With where he wants to take it. Right.
• 6:18
  Matthew Allred: Because, you know, he, it would just, it takes a big man, I think to do that. And that's what I am seeing in certainly, you know, for for multiple generations, it wasn't just dad was grandpa was great grandpa, and kind of the tension from from father to son. And at the same time, the success of oh, hey, you know, he can do this, I can let go, I don't need to let it be about me and my ego and my pride. Let me let me let go.
• 6:47
  Matthew Allred: I'll step back and let the next generation run with it.
• 6:53
  JT Peelle: So yeah, I mean, I would definitely say, you know, we definitely have a different background, different, different way of thinking different leadership style. But you know, I also think he probably looked at it as in, you know, cultures change, new generations are coming in, you also have to look at it like, you know, a smart leader knows that. Okay, well, you have to change with the times.
• 7:18
  Matthew Allred: Yeah, yeah.
• 7:18
  Matthew Allred: Yeah. Well, and certainly, you know, he having grown up in the business would have kind of given his heart and soul to it, too. And so, to let go and say, Okay, next generation, this may need to go somewhere that that I can't see. Again, that just says a lot about his ability to trust you and, and that make it about a, again about him and, and his pride, because I just I see it a lot. And I think I wonder if that's one of the reasons that multiple multiple generation companies struggle, is because of the inability to let go.
• 7:58
  JT Peelle: Yeah, no, I mean, that definitely makes sense. But the good thing is, you know, he's, he's a phone call away. So anytime I have a question or need some advice, he's easy to reach.
• 8:10
  Matthew Allred: Yeah. That's, that's awesome. Thank you for kind of speaking through that with me. I would think so. And I've talked to a lot of people who, you know, maybe they grew up in the industry, or dad or grandpa or whatever. And, you know, until a certain point is like, I don't want to do that.
• 8:26
  Matthew Allred: But then, you know, something happens was, was there a moment or a point where it just kind of clicked and you're like, this is this is where I see myself?
• 8:37
  JT Peelle: I think it was, it was probably sometime in college, when I really thought about it and started thinking about, you know, what, what career path do I really want to take? And that's when it really clicked on me that, you know, this is
• 8:50
  Matthew Allred: this is the way I want to go? Yeah, what were you studying in college, if I may?
• 8:54
  JT Peelle: So I studied anthropology and economics.
• 8:58
  Matthew Allred: Cool. I mean, yeah, I mean, economics, probably a little more in line with business, I guess. But I guess anthropology is about people. So if you're going to be a leader of people,
• 9:06
  JT Peelle: yeah. Yeah. I mean, that's, you know, I think I took a lot away from that just really, really helped me understand that, you know, the people's culture and their background is extremely important. And, you know, really how you how you have a business relationship with them. It's, you know, to motivate people, you need to know what drives them. And a lot of that's based on their cultural background.
• 9:28
  Matthew Allred: Very much. So, yeah, what do they want? What do they expect where they need in and, you know, if you're not providing those things, they're not going to stick around long.
• 9:34
  Matthew Allred: So, certainly, to keep the company going. So So tell me a little bit about the beginnings of pili I think you said 1905, which is so far back I mean, it's it's not like it's ancient history, but I think things were so different right technology and transportation and logistics and, and I guess the really kind of the elevator was just kind of brand new. Technology in those days?
• 10:01
  JT Peelle: Yes. Yeah. So I mean, that's really I mean, the elevator would have started taking off around that time, a lot of it due to really growth in the cities, and just expansion and you know, there was a need to move things up instead of out. And, you know, that's where we really came into play. One of the biggest things for us was, there's a few innovations we were really known for at the time. But we were first really to create a fire rated door. And that made a huge difference as, as the buildings began to grow, and, and things started to grow up. So
• 10:39
  Matthew Allred: was that kind of an invention? Or was there a need? They said, there is a need for that, or what I'm just curious, what spurred that on?
• 10:46
  JT Peelle: There was, I think, a requirement at some point, and we actually, I believe, might have already had it in place.
• 10:53
  Matthew Allred: Okay. So you were you were kind of ready to go when the the requirement came in. It was it was in New York City that said, Okay, excuse me fire rated?
• 11:02
  JT Peelle: I believe so. I don't know all the details.
• 11:06
  Matthew Allred: No, you weren't there at the time for sure. But But obviously, yeah, having the product already there. And, and being able to kind of jump on that opportunities is big. So I know, over time, the PC company had taken on some other other parts, you know, other divisions over the other, you know, products. But but seems to have always come back to the elevator door. Has that always been a kind of a consistent part of your business?
• 11:37
  JT Peelle: Yes. So the elevator, elevator door, really, the freight elevator door has been with us through the entire company, through its entire lifespan. So, you know, in the early 20s, in New York, we actually started doing installations, above our elevator doors, and then the 1940s, we purchased the company and began to make escalators.
• 12:00
  JT Peelle: And the one in the 60s 70s and 80s, we really started to diversify. And that's where we went more outside of the elevator industry. And that's where we made, you know, all kinds of glass doors, aircraft hangar doors. We did make cart lips so back, you know, something that still relate to the elevator industry. We made residents elevators at one point. And then really in the 1990s is when we really refocused. I know, there was a recession in the 1990s. And that really, you know, made us made us relook at the company. And that's when we really shut down all the other manufacturing facilities and kept the Canadian one. And we went back to just making Fredo better doors.
• 12:53
  Matthew Allred: So the Canadian one is where you make the elevator doors then is that how, how long have have you had that presence in Canada?
• 13:01
  JT Peelle: So actually, we were in we purely limited. So our Canadian corporation was created in 1946. But that was actually created and we license our manufacturing of the elevator doors to Otis in Canada. Really?
• 13:17
  JT Peelle: Yep. And then in the 1960s, we built a new factory in Canada.
• 13:24
  JT Peelle: And that's really where everything started growing from there within Canada.
• 13:31
  Matthew Allred: So So licensing it out, but then really kind of pulling it back in and saying, Okay, we're we're going to do this in house. In other words,
• 13:38
  JT Peelle: yeah, well, they the licensing agreement ran out.
• 13:41
  JT Peelle: Okay. And we started competing against each other.
• 13:45
  Matthew Allred: Gotcha. Gotcha.
• 13:45
  Matthew Allred: And I'm sure there's definitely competition in that space. Tell me a little bit about installing the doors, because you told me you're still doing that, especially in New York City, which I think is quite unique among, you know, manufacturers of elevator components. I don't I don't know of very many others that that actually go out and install their own stuff after they manufacture. But tell me a little bit more about how, how that came about. And it sounds like it's still a core part of your business.
• 14:19
  JT Peelle: Yep. Yeah. So originally would have come about because we used to sell to the building directly. Okay, so that has that changed? Probably in the 30s or 40s, maybe, probably 30s, closer to the 30s. So I mean, that was really, you know, that was part of it, that somebody had to install our product. And since we were selling it directly to the building, that's really, you know, the only way to
• 14:45
  Matthew Allred: so I'm trying to understand this so so the building would have would have come would have been really the been one sourcing the products, okay, oh, just bring us a box and okay, you know, you know, bring us whatever components you will and then we've got to kind of source our other stuff, we're gonna buy the door. I don't know, if we have to buy our own ropes or shifts, you know how we have to put this all together?
• 15:09
  Matthew Allred: But that's, that's kind of fascinating just given where we've come as an industry.
• 15:15
  JT Peelle: Yeah. And then, you know, as that changed, you know, I think people were just so used to having us install our own equipment that it just made sense for them to really continue to use us. I mean, we had the expertise, we are the manufacturer. So, you know, it would have made sense for
• 15:34
  Matthew Allred: us, I think it's great. And it's I think it speaks a lot to your company of the fact that other contractors would say, hey, pili, we want your door, and we want you to put it in. I'm just envisioning in my own head, you know, a little bit of a, maybe even a power struggle of, hey, if we're going to do this, we want to do the door, but to invite in another company, other than the contractor that's doing the rest of the work. I think that says a lot.
• 16:03
  JT Peelle: Yeah. Yeah, I mean, it definitely speaks to, you know, our product. Definitely.
• 16:06
  JT Peelle: And yeah, I mean, our our ability to, you know, really provide a complete service.
• 16:14
  JT Peelle: Getting to the end of the elevator door.
• 16:16
  Matthew Allred: Yeah. And I think, yeah, it definitely speaks to the to the product to, to your company, overall the respect they have for you the fact that they know you're going to deliver on time and a product that, you know, they can they can stand behind, and you'll stand behind and what would you say are some of your, I mean, we're talking a little bit about the product, you know, the quality of the product, but what it kind of your I don't know, just your, your core of your strategy as a company. Yeah.
• 16:46
  Matthew Allred: quality product being one. Yeah.
• 16:51
  Matthew Allred: So
• 16:51
  JT Peelle: I mean, it's, you know, the company was built around, you know, really providing labor best and quality product. But, you know, what, really, I think makes us PLA makes us who we are, is really the, you know, our customer service. So, you know, when we look at it, that if our customers aren't successful, we will not be successful. So you really have to, you know, make sure that they are successful.
• 17:14
  JT Peelle: And that could change in all different dynamics based on, you know, really the way the industry is heading. But, you know, it's, it's really you got to treat your customers like family. And also, in order to do that you have to have employees that can do that. And so, you know, it's our employees that are extremely important to, to the company and really making us successful as well. Absolutely, absolutely. I have a quick example. So actually, when I was in New York, there was one of our customers, their elevator controller, they were about to do an inspection and their controller wasn't working. We would, could not send it to him, get it to him the next day. So I actually got on a flight, flew out that morning, picked up the parts, and when he met me at the airport, from the factory, turned around, got back on a plane and literally actually delivered it to them that same day.
• 18:08
  Matthew Allred: That's awesome.
• 18:08
  Matthew Allred: That's awesome. So yeah, well, I mean, you can approve the customer service aspect that, hey, this is this is gonna work and we are gonna get it to you.
• 18:17
  Matthew Allred: And even if we have to go to great lengths to make it happen, and obviously, that that's going to speak to them over and over and over as they think about, oh, who should we do business with when it comes to? To these doors? Yep. Yeah,
• 18:33
  JT Peelle: yeah. And I mean, there's, there's just, I mean, there's so many people that have been in the industry for so long as well, it's, it's so important that, you know, you're gonna work with these people for potentially the rest of your career. So, you know, obviously, first impressions matter, but, you know, it's important to keep on servicing them and, and really continuing to help them.
• 18:54
  Matthew Allred: Absolutely, no, and it's, yeah, it's interesting to hear you say that, because I so many the people I know in the industry, stay in the industry, they don't want to leave they, you know, kind of find their home, what what do you think it is that, that keeps elevator professionals in the space? And you know, there's to me, it's gonna be something magical. And I'm always trying to find out what it is.
• 19:17
  JT Peelle: I mean, I think it's really the relationships that people build. And it's just yeah, I mean, it's such a close knit community that, you know, it just seems like people when people come in, it's like, okay, well, why would I ever leave, like, all my friends are here.
• 19:29
  JT Peelle: So I'm working. I'm actually working with my friends.
• 19:34
  Matthew Allred: And I think that's true. And I've heard that from others that, you know, talking to one gentleman had been at that he was in his 70s, right, been in at 50 something years, and all my friends are here, right? It's, every time we get together for, you know, a golf outing or conference or something. It's it's kind of like a family reunion. So there, in my experience, there aren't very many industries that are that have that that cohere.
• 19:58
  Matthew Allred: Asian in that that closeness and so that's, that's awesome.
• 20:03
  Matthew Allred: That's awesome. What? What would you say, you know, to somebody be just knowing that people come into the industry and not that everybody stays, and not that everybody needs to stay right.
• 20:18
  Matthew Allred: But, but for those that come in and it clicks, and it's like, this is this is cool, what? What kind of advice would you give, and especially to those who, who want to make a long term career out of out of the elevator industry?
• 20:33
  JT Peelle: So I mean, one of the first things I would say is, you know, make sure you, I guess, really listen to those people who can mentor you, because they have all changed rapidly, but you know, you're going to look deal with elevators that are 40 years old, and you're going to deal with new ones, and just, you know, try to gain as much knowledge as you can. Because, I mean, it's really invaluable.
• 21:00
  Matthew Allred: Yeah, who are some of your biggest mentors?
• 21:05
  JT Peelle: So my father, of course, makes sense. And then, you know, really, in my company, one of them would be Steve Reynolds. So he, he ran our he was an engineer, he ran our r&d department, he ran our sales department. So he really has just this vast knowledge of not only our product, but also just the industry as a whole.
• 21:28
  Matthew Allred: I mean, he probably knows, half the people and the other half are just a phone call away. So that's awesome. That's, to your point about relationships. And I think that's part of what really informs the customer services is, yeah, we're gonna we're gonna be working with these people over and over and over.
• 21:49
  Matthew Allred: And so we're going to do right, every single time. Because you know, why sacrifice this one?
• 21:58
  Matthew Allred: You know, it probably doesn't even cross your mind. Right. But but there are, I think there are companies certainly out there that, oh, hey, we'll just we'll just let this one slip. Well, if you want the business next week, and the next week, you're you're going to be there and you're going to do the right thing. And you know, they expected and they're gonna, they're gonna keep coming back.
• 22:20
  JT Peelle: Yep. Yeah. And people people remember when you do something wrong?
• 22:23
  Matthew Allred: Oh, absolutely.
• 22:23
  Matthew Allred: Absolutely. No, and honestly, to build a legacy that's almost 120 years old now, I think speaks a lot to, you know, just integrity, the family that, you know, has been standing behind the the products and your service and how you show up. So, to me, it speaks a lot to just just the industry. I mean, I know a lot of other companies, certainly not as old, but that, hey, we want to want to do the right thing, do the right thing by our customer and everybody else. And it goes a long, long, long way. So what I'm just curious, you know, you don't you don't have to share if you don't want, but any, any any challenging lessons, any hard lessons you've learned along the way as you kind of stepped into, to this world?
• 23:13
  JT Peelle: Ah, it's a good question. There's been a lot, but, you know, I think I think one of the things I, I always think about is, you know, never over promise. I mean, in the end, if something it's construction, especially with the installation side, things go wrong, you have, you have to always know, you know, in the back of your mind that there, there's a possibility that something could go wrong. So write, you know, never over promise.
• 23:40
  Matthew Allred: That's beautiful. Yeah, I used to have an old boss that used to say, under promise and over deliver every single time, you'll be successful. So I love that. As so as we kind of wrap up getting close to our time here. But what what words of wisdom would you maybe share, you know, with the industry or just kind of, what would you like to, to share with our listeners?
• 24:06
  JT Peelle: Yeah, so I mean, you know, really, it goes back to, you know, really just the idea of what I see paleo as, you know, it customer first business, and, you know, as the next generation comes into the, into the industry, I mean, it's, you know, it's important for us to really teach them and mentor them in whatever aspect we can.
• 24:23
  JT Peelle: And, you know, we always have to think about the end user, and, you know, how, how can we really, you know, provide the best product and maybe even provide a service that they don't even know at this point that they need.
• 24:40
  Matthew Allred: Perfect. That's, that's beautiful, really going above and beyond right, going beyond the expectations. That's perfect. Thank you so much, JT for being here. It's been great.
• 24:50
  Matthew Allred: Talk with you. Any anything else you want to share before we close?
• 24:52
  JT Peelle: No, I think we're good. It's been great. Great talking with you, Matt.
• 24:57
  Matthew Allred: Thank you. Have a great day. Okay,
• 24:59
  JT Peelle: thank you. Yep.
• 25:00
  Matthew Allred: Thank you for listening to the Elevator Careers podcast, sponsored by the Allred Group; a leader in elevator industry recruiting.
• 25:06
  Matthew Allred: You can check us out online at elevatorcareers.net. Please subscribe and until next time stay safe!