Heat Treat Today publishes eight print magazines a year and included in each is a letter from the publisher, Doug Glenn. This letter first appeared in Heat Treat Today's August 2022 Automotive print edition.
Publisher and Founder
Heat Treat Today
Many of us have worked in organizations where someone behind the scenes is an outstanding worker, never seeks the limelight, is always willing to help, is always cheerful, and is just simply a nice person. In my 30-some year work history, that person is Kathy Pisano.
If you were fortunate enough to do business with Heat Treat Today's competitor, Industrial Heating, anytime between 1989 through the first quarter of 2022, you likely had the great privilege of dealing with Kathy. If so, you know what a pleasure she was to work with — the epitome of politeness and helpfulness. My favorite saying about Kathy is, “Look in the dictionary under ‘customer service excellence’ and you’ll see Kathy’s picture.” To this day, I hold Kathy Pisano as the gold standard of customer service, thoughtful salesmanship, and being a genuinely nice person.
Just recently, I learned that Kathy left Industrial Heating after over 35 years of dedicated and excellent service to both BNP Media, the company that owns Industrial Heating, and the heat treating industry. She left without fanfare, which may be the way she would have liked it, but far be it for me to allow Kathy to leave this industry without just a small amount of recognition — not nearly what she deserves, but at least a little bit!
Kathy and I worked together for 20 years, from 1994 until just shy of 2014 when I left BNP Media. Kathy was already working at Industrial Heating when I was hired to be their associate publisher in January of 1994. I was new to the publishing industry and Kathy, along with several others from the Industrial Heating team at that time, were exceptionally kind and patient. They helped me to learn the ropes. I vividly remember making some significant mistakes (one of them having to do with the printing of an industry map which turned out terribly), yet still I was embraced as part of the team by the likes of Kathy.
Before 1994, Kathy was hired to be the personal secretary to Chuck McClelland, the owner of Industrial Heating. In 1988 or 1989, Mr. McClelland sold Industrial Heating to Jim Henderson, the owner of Business News Publishing Company (now BNP Media). Dave Lurie, Jim Henderson’s right-hand person, quickly noticed Kathy’s potential for sales and moved her into an inside sales position.
That was a life-changing and fortunate move. Kathy found her niche and she continued in that same position until just months ago.
Kathy grew up on Mt. Washington in Pittsburgh, Pennsylvania, and had the work ethic of a Pittsburgh steelworker: tough as nails, always diligent, always pushing forward even in the face of adversity. She is a glass-half-full type of person. The late Kelvin Spain from Radyne used to say something with which Kathy would agree — “If times are tough, we just have to work a little harder to get the business.” There was no moaning or complaining about tough times — only forward-looking hopefulness.
As with so many behind-the-scenes workers, Kathy’s impact on the heat treat industry can’t be measured. She has helped a huge number of companies promote themselves to the readers of Industrial Heating. Her kindness and helpfulness made countless lives more enjoyable and easier. And she had a wonderful time doing it.
For all of you who have known a Kathy in your lifetime, you know how important and undervalued Kathys are. I want you all to know that Kathy Pisano, although perhaps not a name you know, is one of those people. She’s made the North American heat treat market a better place and has enriched the lives of all the people with whom she’s communicated — especially mine.
Thank you, Kathy! Not only are we going to miss the fudge you brought to trade shows, but we’re also going to miss YOU! Here’s to many, many more “diamond days.”
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