HOUSTON, Texas – Lazaro Flores Senior had a vision when he started his pallet business 24 years ago. He wanted to keep “customer satisfaction – job number one.” Today, Flores Pallets continues to grow as three generations now work in the business. This focus on customer satisfaction centers on delivering on promises, providing customers top-quality finished products and ensuring service in a timely manner. Lazaro Sr.’s business model has led to a high customer retention rate, which remains a top priority today.
Lazaro Flores III explained, “My father (Lazaro Sr.) started the company years ago from the ground up. Little by little we gained presence and customers in our region. He sometimes worked days and nights. The struggles were real, but my father never lost focus. He kept his vision alive no matter the circumstances. He has grown the company by providing excellent customer service.”
As the business gained traction over the years, its volume and portfolio of customers grew. Production demands increased year over year. Lazaro III said, “We had to look at alternatives in automation to ensure that our customer service culture and strategy remained intact despite continuous demand increases.”
Lazaro III added, “Working with Mona Tracy of Universal Machinery Sales has turned out great for us. She has always helped us find just the right piece of equipment to automate and meet new production needs.” He stated, “I have known Mona for about 20 years. Her equipment has helped us grow and become more efficient. She is very knowledgeable. Every time we have questions about a machine or something that we’re looking for, she’s always there to help us. She gives us great advice to select the right piece of equipment for our production needs and budget.”
Focus on Customer Satisfaction
Over the past five years, the company has grown by about 60%, seeking to be competitive on price and always deliver on time. Flores Pallets prefers to work directly with customers, but it will also supply brokers and other pallet companies too. Currently, the business has about 30+ employees at its Houston facility.
A central aspect of Flores Pallets’ success is managing its transportation fleet. “We maintain a truck fleet and drivers that are always ready to deliver on the spot, if necessary,” said Maria Flores, business manager and Lazaro III’s sister.
Scheduling is key to ensure on-time delivery. Maria commented, “Conducting daily production meetings to review orders and expectations with our team is critical to our day-to-day success. Managing production daily is key to ensure that each scheduled delivery is done on time and to meet specific customer needs.”
Flores Pallet started in the recycling sector, picking up old pallets from stores and other places. Over time, customers started inquiring about new pallets. Lazaro III remembered, “I didn’t know if we could handle those new pallet requests, ‘But my dad said, let’s go for it.’”
Lazaro Sr. is still involved in the business as well as Lazaro III, Maria and Lazaro IV.
Family businesses are rewarding although they aren’t always easy. Lazaro III recalled, “When I first joined the company, it was very hard. Everyone had their own opinions about how to do things. We have worked it out over time and tried to keep things professional and keep from getting personal.”
Maria added, “It has been important to separate the business from our personal lives. We all bring our ideas to the table and focus on being professional and making decisions that help the company grow.”
When things are working, sometimes family members are hesitant to make changes even if they would work in the long run. Lazaro III agreed, “Changes can take time and repeated attempts to be successful.”
Lazaro’s son (Lazaro IV) is the third-generation working in the company at the same time. He loads machines, does some electrical work and is learning to drive the trucks.
Treating Customers as Friends
Over the years, Universal Machinery Sales has become a trusted supplier. Flores Pallet currently uses a number of machines supplied by Mona Tracy. This includes Morgan double head resaws, Universal chop saw, Universal trim saws, Universal notcher, conveyors and round tables. Before buying equipment designed for pallet applications from Mona, the company used manual saws and equipment from local home improvement stores.
Lazaro III stated, “These manual saws were cheaper. But they weren’t heavy-duty and worn out quickly. The equipment supplied by Mona has held up over the years. It just gets the job done.”
Gradually, the company expanded and added equipment to fit its changing needs. When the company started its new pallet manufacturing operation, the Flores family realized that they needed some of their own sawing capacity because they produce a lot of custom pallets. Currently, Flores Pallet processes green and dried SYP to produce pallets. The company first purchased a single-head Morgan resaw. Then, it went to a double-head unit and added saws over time. Now, it is deploying four Morgan doubled-head resaws. The company just bought a five-head Morgan resaw system that is currently scheduled to be put into service later this year.
Lazaro III commented, “The Morgan saws perform really well. They require low maintenance and are durable. They are easy to operate, which makes life better for our workers. Also, Universal has supported the machines really well.”
Why buy a new five-head Morgan resaw? Lazaro III said, “It has many features that will help us cut faster and be more accurate. We are currently using a package saw to cut some material, and the Morgan line will be more accurate.”
Equipment provided by Mona Tracy has enabled Flores Pallet to boost production from recycled components as well as become more efficient when sawing lumber to optimize custom orders. Lazaro III said, “We found out about Mona by reading the Pallet Enterprise magazine as well as doing research online. She has helped me a lot.”
Mona Tracy recalled, “Working in the pallet business takes you in many directions, and each customer has a story to tell. I have worked with Flores Pallet since 2013. Starting out with the right equipment that would help them grow. Lazaro Flores, president of Flores Pallet, started out with the repair of pallets, combo pallets and also a top of the line sawmill. With each step, they have developed a company that meets the needs of their customers. He has made good decisions on the business side, which has provided a strong company today. His family works in the business and together they know the ups and downs of the pallet and milling industries. I am proud to recognize Flores Pallet as my customer, but also as I work with my customers, we develop a friendship, so Flores Pallet is not just a customer but a valued friend.”
In addition to the Universal equipment, Flores Pallet has bandsaw dismantlers and Viking Champion nailers. Currently, a Viking 304 Express is on the way for delivery. Lazaro III pointed out, “We produce combos and large sizes (67 inches long) on the Viking Champions. These machines show up every day and don’t call in sick. They make the job easier for our workers and reduce the impact on them. We are able to achieve better production with the Champions compared to our old manual processes.”
Creating a Worker-Friendly Culture
The Flores family is Catholic, and their faith does impact their business and how they treat employees. The company has periodic cookouts to show appreciation to workers. Every year, the company sponsors a big lunch event for workers on Good Friday. It also gives out turkeys and hams for Thanksgiving Holiday. Flores Pallet recognizes employees on their birthday and give them a bonus.
Lazaro III stated, “We try to show our appreciation by doing little things, such as the cookouts. It is amazing how little things like that can help boost production and morale.”
Mona Tracy Offers a Wide Variety of Pallet and Lumber Equipment
Universal Machinery Sales offers an exclusive line of equipment tailored to just about every activity within pallet recycling or pallet manufacturing operations. From the processing of rough stock & pallet components to the manual or fully automatic nailing of pallets to efficient pallet disassembly, repair, and wood scrap recovery, Universal has the technology. Universal Machines are available to handle individual processing tasks such as notching, chamfering, or trimming new or recycled stock. Universal Machinery Sales can also provide complete systems with multiple stages for high-volume disassembly, repair, remanufacturing, or manufacturing of stringer & block pallets.
The strength of Universal’s extensive product line comes from a key principle. No two pallet companies are the same, and each will require a little different mix of machines to achieve productivity and profitability, to handle diverse needs when building new or recycled pallets. Universal offers you several styles of manual jigs, from simple to stacker-equipped and ultra-durable Automated Nailing Systems for high-speed, high-volume pallet assembly.
Experience, Expertise, & Customer-Based Solutions
Mona Tracy, president and owner of Universal Machinery, brings 35 years of pallet industry experience and personal dedication to both the business and to her customers. Mona explained, “My goal is to fully understand your application, and then to deliver the best machine or system for the job – my integrity has to back up that promise. Customer service is at the heart of what we do at Universal, and we devote both time and energy to being a valuable resource for your business. That includes customizing the set-up of all machinery to suit individual needs.”
In addition to its exclusive brands, Universal also represents quality equipment produced by other manufacturers in the industry. Mona commented, “We are always responding to our customers’ needs and opportunities to innovate. We look for new solutions and are pleased to work with companies that have a strong reputation for reliable machinery, such as Sawmill Supply. Working with them completes the needs of our customers with the milling machines.”
If you need automation on a budget, Universal Machinery maintains an inventory of active used equipment options. Mona noted, “Used equipment market is an essential component of our customers’ business, and we approach it like a service. Credibility is a big part of used equipment transactions, and we have earned the confidence of our customers for being a complete package as a single-source supplier.”
For more information on Universal Machinery, call (855) 298-8890, e-mail sales.universalmachinerysales@gmail.com, or visit www.universalmachinerysales.net.
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