Canadian Electrical Wholesaler

 

Dec 5, 2018

Jeff MowattBy Jeff Mowatt

Quick — name two words which, when frequently used by waiters and waitresses, increases tips by 12%. (Hint: it’s not please or thank you).

Give up? The answer is, “for you.” So, rather than saying to a customer, “Would you like some more coffee,” the savvy waiter would say, “I brought more coffee over for you.” The patron thinks, “Gosh, you did that for me, how thoughtful!” and tips accordingly — on average 12% more.

That’s what I call easy money. If you answered correctly, ignore the rest of this article. If on the other hand you’d like more phrases and tips that increase your perceived value, then read on.

It’s okay to be in a bad mood

I don’t buy-in to the conventional wisdom that an employee must bubble with enthusiasm to provide great service and high value. In the real world of upset customers, long hours and stress, an employee’s enthusiasm will occasionally wear thin. We all have bad days. So, front line employees need to be trained on how to convey a positive, helpful attitude even when they’re not having a zippity-do-dah day.

Here are several situations along with phrases that convey a powerful positive impression, no matter how stressed you may be.

A customer asks for something and you don’t know if it’s in stock

• Without training: “I don’t know if they’re in. I’ll have to check.”

• With training: “I don’t know if they’re in, but I’ll be happy to check for you.”

The trained employee conveys a better attitude. The irony is that she didn’t work any harder than the untrained worker — they both checked inventory. But the trained employee gets a lot more credit because she used better phrasing. What’s more, she didn’t have to feel happy or enthusiastic to get the extra credit. She just used wording that made a better impression.

A boss, co-worker or customers asks you to do something

• Without training (any of the following): “Okay, I’ll try, I’ll do my best, uh-huh, sure.”

• With training: “I’ll take care of it.”

“Okay” or “Sure” are adequate responses, but who wants to be perceived as adequate? On the other hand, imagine asking someone to do a series of difficult, inconvenient, unpleasant tasks, and they respond instead with, “I’ll take care it.” That conveys the impression of a positive, confident, caring person. Again, we don’t have to actually feel excited or want to do the task, but using the right phrasing creates that perception.

A customer asks about a delivery date

• Without training: “We might be able to get it to you by Wednesday.”

• With training: “We’ll deliver it by Friday.”

The guideline is underpromise and overdeliver. In this situation, if the delivery is made on Thursday, the untrained employee looks incompetent while the trained person looks like a hero. Keep in mind that it’s not just your organization’s reputation that’s at stake. It’s also your personal reputation. So make promises sparingly, and then keep them — no matter what it costs you.

You’re addressing a customer


• Without training: Says, “sir, miss, or ma’am” frequently.

• With training: avoids using sir or ma’am and instead uses person’s name.

While you can never be too polite with a customer, you can be too formal. When I ask participants at my seminars how they feel when a front line employee addresses them as “sir” or “ma’am” the overwhelming response is, ‘old’. Not a good feeling. What’s more, it creates a barrier between the customer and employee. The customer may be starting to think of the employee as a equal – which we want. But the moment the employee uses “sir” or “ma’am” the customer begins to think of the employees as being at a lower status. Of course there are exceptions where you may choose to be more formal; such as when you’re dealing with certain senior citizens or someone from a conservative cultural background (anyone from England).

You want to be believed.

• Without training: (Prefaces the statement with any of these phrases): “The truth is… believe me… honest… true story… I really mean this…”

• With training: Omits all these statements and just makes the statement of fact.

Prefacing a statement with a phrase that essentially says we’re about to tell the truth, implies that everything we’ve said up till that point has been a lie! These statements hurt rather than help our credibility. So trained employees just don’t use them — especially when having a sales conversation.

The competitive edge.

Having a technological advantage over the competition is almost impossible to sustain in today’s marketplace. Customers can almost always get a similar product to yours somewhere else. The easiest way to differentiate you and your organization is by providing value added service. That doesn’t mean everyone has to work harder. It does mean you need to speak the language of professionals. That’s when using the right phrase really pays.

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.

 

Westburne WOWLed by Divisional Lighting Manager Salma Siddiqui, the initiative will focus on making Westburne the workplace of choice in the electrical industry and beyond.

Results from research conducted by Westburne found that the electrical industry has a ratio of 6:1 of male vs. female employees. “Realizing these stats are the industry norm has made our eyes open and realize we need to make a change and showcase our women who work for us and at the same time make Westburne the place women would love to work for,” the company says.



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Westburne and RockwellThe Authorized Service Provider designation enables Westburne to deliver Rockwell Automation services through their factory trained team of specialists. These services include installed base evaluation, network assessment, arc flash assessment, lockout/tag-out assessment, and start-up of variable frequency drives.

According to Steve Roy, Regional Sales Manager for Rockwell Automation Canada, “Customer expectations continue to evolve. Aging infrastructure, workforce gaps, global competition and an explosion of new technology provide endless opportunities for customers to improve their businesses.

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IdeaIDEA plans to introduce an online learning management tool, the IDEA Learning Portal, to train customers on the new IDEA Connector, which will launch in late September. This portal will contain comprehensive training information and documentation on the IDEA Connector, a master data management (MDM) platform that enables distributors to securely access accurate and timely product and pricing data directly from manufacturers.

To complement the portal, there will be four training session devoted to manufacturers and distributors at eBiz. These training sessions will dive deeper into specific content to ensure a complete understanding of important functionality.

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Changing Scene

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MundenOn March 29, Munden Enterprises moved into its new Atlantic Canada headquarters, located at 2 Bluewater Rd., Suite 105 in Bedford, Nova Scotia.

The new office offers more than double the square footage of its previous location, allowing for two boardrooms, a product showcase room, and a large demo amd sample warehouse space. This new space is home to seven of Munden Enterprises' employees.

 

 

 

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EHRC WLNElectricity Human Resources Canada is delighted to have announced its new partnership with Women Leadership Nation™ (WLN) on International Women’s Day.

Electricity Human Resources Canada is delighted to have announced its new partnership with Women Leadership Nation™ (WLN) on International Women’s Day. This strategic alliance will offer EHRC members and Leadership Accord signatories with training, development and strategy support in their efforts to make progress in closing the Gender Gap.

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ABB Showcases Its Vision of Leadership in Digital Industries at ABB Customer World 2019

Show ReportBy Line Goyette

Leaders and innovators from business, government and the education sector gathered for this ABB premier collaboration event. More than 11,000 delegates attended the bi-annual ABB Customer World Houston 2019 from March 4 to 7 in Houston, Texas. ABB’s latest pioneering technologies were displayed over 150,000 sq ft of a colourful, buzzy display of futuristic conveyor belts and robots, an ABB Formula E Generation 2 car, and much more groundbreaking technology.

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Peers & Profiles

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National ManufacturingExcellence in Manufacturing Consortium EMC’s Advantage through Excellence: Future of Manufacturing Conference is a 2½ day event exploring the competitive advantages, opportunities and successes that can be achieved by manufacturers through a variety of learning forums — up to 40 workshops, panel sessions, keynote presentations and best practice plant tours — providing delegates with outstanding opportunities for benchmarking, peer networking, learning and sharing of hundreds of best practices. An estimated 500 to 900 manufacturing leaders and stakeholders from across Canada are expected to attend. 

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Rick McCartenBy Rick McCarten

I think it was Bill Gates who said the Internet will not have an effect on society short term, but will have a profound effect on us long term. 

Long term versus short term fascinates me. Making the call for one over the other can determine the success (or failure) of companies today. 

Using Bill Gates’ long-term Internet effect example, means that business decisions about the Internet will not necessarily show short-term gain, but will show “profound” gain in the long term.

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Looking Back

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Bnei AkivaBy Blake Marchand


Lior Levy, along with Josh Kantrowitz, led a team of 21 students earlier this year as they travelled to Hartsville, South Carolina for the annual Bnei Akiva Habit for Humanity trip, in partnership with Legrand. As a frequent supporter of Habitat for Humanity, Legrand donated the funds required to purchase the construction materials for the project.

Ms. Levy, a pre-med student from Toronto who recently received her BA in Biology while attending Yishiva University in New York.

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