Canadian Electrical Wholesaler

 September 30, 2018

Jeff MowattBy Jeff Mowatt

Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. In my case, it’s when I’m preparing for a training session or to speak at a conference that requires interviewing senior managers and key employees. I’ve made literally thousands of calls over the years, and since I pay particular attention to customer communication I’ve created a list of Top 10 Telephone Turnoffs. See if you can relate to them, which I’ve rated from least annoying to worst. More importantly, read the accompanying tips to ensure you and your team members aren’t committing the same offences.

10. “Good afternoon, thank you for calling ABC company, Ralf speaking. How can I help you?” Long greetings waste the caller’s time. Instead, just open with, “Thank you for calling ABC company, this is Ralf.” It’s concise and finishes with the employee’s name rather than the word speaking. People remember the word spoken last and the most important word is your name. While you’re at it, avoid asking, “How can I help you?” The caller will tell you this, and adding that statement essentially steps all over your name by following it with more words that make it even less memorable.

9. “Hello.” While, turnoff #10 was too long, this greeting doesn’t offer enough information. If a call is transferred to you from a switchboard, just say, “Good morning (or afternoon), this is Jeff.” In this case, by saying good morning you let the caller know they’ve reached you live; not your voice mail.

8. “How are you?” Asking this question to someone you’ve never met has two unintended consequences: 1) sounds insincere 2) wastes the person’s time. Not a great start, especially when the most important thing you’re trying to establish is trust. Instead of asking, “How are you?” simply introduce yourself, then explain, “We’ve never met. The reason I’m calling is…

7. “Please hold.” Putting a caller on hold without asking permission is rude. Instead, ask permission and thank them: “May I put you on hold for a moment? Thank you.”

6. “I’m either on the phone or away from my desk…” Callers understand that they’ve reached your voice mail. They don’t need an explanation about why. If you’re out of the office for several days mention that. Otherwise, just state, “You’ve reached the voice mail of Jeff Mowatt. Please leave a message. ‘Nuff said. (Please don’t tell me to have a great day. Just stop talking so I can leave a message.)

5. “Your call is important to us.” This is the default recorded message you often hear when reaching a call centre. Again, the most important thing to establish with customers is trust. It doesn’t help when the record message tells a lie. If our call was really that important to the organization, they’d have a live person taking our call. This statement insults our intelligence. Instead, opt for, “Your call will be answered in approximately x minutes. Thank you for your patience.”

4. “You need to call Department X.” (When customers have a complaint). The last thing customers want when expressing a concern is the runaround. If a customer is unhappy, rather than foisting them on another department, ask permission to put the caller on hold. Then you call the department to brief them about the customer’s concern and their state of mind. That leads us to turnoff #3…

3. ABC department? (When picking up a transferred call after you’ve been briefed about their complaint). Forcing unhappy customers to repeat themselves simply elevates their frustration. Instead, answer the call by introducing yourself with your first and last name, explaining that your colleague briefed you, and paraphrasing your understanding of the situation. Then, rather than starting back at square one, the customer can simply correct or confirm the details.

2. Peeking at your smart phone screen while in face-to-face conversation. When you check your phone in front of others you demonstrate a focus on yourself that undermines trust.

1. Talking on a cell phone around others. No one wants to hear a half of a phone conversation from a bystander. Anywhere. Anytime. We’d rather listen to jets taking off than be subjected to someone’s stream of consciousness. If you must make a phone call while others are within earshot, keep it short or go elsewhere to make the call.Bottom Line… the good news about these telephone turnoffs is they are easy to avoid. As I teach in my seminars, ask yourself if everything you say and do enhances or diminishes trust. When you demonstrate your respect for your customers’ time and intelligence, chances are you will be rewarded — literally — with their loyalty.

This article is based on the bestselling book, Influence with Ease by Hall of Fame motivational speaker Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com. Watch for more articles from Jeff in future issues.

       Partnering For The Next Step                                                                     

Siemens CanadaWelcome to the Digital Enterprise Virtual Summit brought to you by Siemens

How quickly can you react to changing conditions and demands in your market? How can you ensure your production will run securely at any time in the future?

Industry’s digital and technological transformation is the answer for meeting today’s and tomorrow’s challenges and market needs.

With the right digitalization and automation solutions, expertise won from practical experience, and a partnership approach that benefits all involved parties.

To explore these possibilities, we’re bringing together top-level speakers, specialists and decision-makers from various industries and experts from Siemens to the Digital Enterprise Virtual Summit under the motto “Partnering for the next step.”   

This virtual summit will be an interactive digital event featuring first-hand experiences and success stories achieved with industrial digitalization and automation solutions, and cutting-edge technologies.

Join us on July 16 and learn from customers and experts how you can respond efficiently, flexibly and safely to the changing market environment.

To cover as many different time zones as possible, we offer two almost identical live sessions – you can also watch them on demand at your convenience:

Sessions runs from :  9:30 am to 2:15 pm ET (3:30 pm to 8:15 pm CEST)


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John JefkinsBy John Jefkins

In 2011, I started working in the electrical arena and quickly noticed that there was a high employee retention rate within the industry. Today, I regularly engage with Electro-Federation Canada members with 20, 30 and even 40 plus year tenures. Other industries I had worked in previously, such as telecommunications, had higher turnover rates.

Our industry faces an increasing need for talent, with new retirements and product/process innovations and modernization driving the need for specialized roles — some not even known yet.

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Digital Twin MarketA recent Markets & Markets report estimates the Digital Twin market will grow from US$3.8 billion in 2019, to US$35.8 billion per year by 2025, at a CAGR of 45.4%. Digital Twin software is already revolutionizing industries such as healthcare, architecture, aerospace, defence, and automotive and transportation.

Furthermore, the global smart infrastructure market, which includes the Digital Twin sector, is expected to thrive at a considerable CAGR between 2020 and 2025 as demand for the smart infrastructure has been a booming year on year, reports Market Research Explore - details. 

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PNNL StudyBy Craig DiLouie

The U.S. Department of Energy has released the results of a study examining authentication vulnerabilities in connected lighting systems (CLS). Particularly as emerging CLS incorporate distributed intelligence, network interfaces and sensors, they can serve as data-collection platforms that enable a wide range of valuable new capabilities as well as greater energy savings in buildings and cities. However, CLS technology is currently at an early stage of development, and its increased connectivity introduces cybersecurity risks that are new to the lighting industry and must be addressed for successful integration with other systems.

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David GordonBy David Gordon

COVID-19 has heightened the benefit of, and interest in, eCommerce for electrical distributors. Our second and third COVID-19 Electrical Market Sentiment Reports have shown that those with an eCommerce offering have seen online sales increases. Further, from conversations with distributors, their site activity increased. The benefit is that these companies had lower sales declines (and some increases), and were able to better serve their customers.

A further benefit is that their remote workforce had access to an online resource, other than manufacturers, for quick, easy, product research.

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2020 q2 Pulse of Lighting FindingsChannel Marketing Group’s 2020 Q2 Pulse of Lighting Report projects that the lighting market, through electrical distribution, contracted by 20%.

The survey, conducted the third week in June, received responses from 164 individuals who equally represented industry stakeholders.

Distributor Performance
Very few distributors reported either flat or positive performance with over 30% reporting declines of over 30% for the quarter.

 

 

 

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EikoEIKO has announced the the introdutction of EiKO Marketplace, a digital storefront, located in the EiKO Portal. Developed to market and sell promotional specials and excess inventory including generational, overstock, and niche products; the EiKO Marketplace presents an opportunity to offer high-quality lighting at incredible savings.

Due to the rapid development and generational changes of LED technologies the timing is perfect to launch the EiKO Marketplace as an outlet to sell high quality, value-priced products.

 

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LevitonLeviton Canada is pleased to announce the nomination of Thomas Supinski as Sales Director for Alberta and the Prairies as of June 1st, 2020, as Julie Marineau will be moving to Montreal along with her family. Julie will be promoted to Vice-President, Retail at Leviton Canada’s head office.

Thomas has been residing in Calgary since 2003 and has a deep understanding of the regional market and its specific needs.

 

 

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Peers & Profiles

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  Sonepar is excited to introduce Anju Uddin as the new Marketing Manager for their Ontario ...
Electro-Federation Canada’s Young Professional Network (YPN) is a fantastic tool for industry ...
Sean Bernard is the Intelligent Controls Manager, Canada for Ideal Industries. Sean resides in ...
Christina Huang is a Senior Contracts Manager for Schneider Electric. She has a varied, technical ...
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With over 60-years of experience in the lighting industry, CBC Lighting has established itself as a ...

 

Anju UddinBy Blake Marchand

Sonepar is excited to introduce Anju Uddin as the new Marketing Manager for their Ontario Region! Anju has more than 15 years of experience as a marketing expert, which includes running an independent agency working with a multitude of businesses in various industries and geographies from around the globe. 

With a passion for reinvention and finding success through a commitment to education and innovation, Anju has utilized her exceptional creativity and business acumen to engineer seamless brand experiences...

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