Canadian Electrical Wholesaler

Mar 3, 2019

Jeff MowattBy Jeff Mowatt


Did you ever have a potential customer who should have been excited about doing business with you but seemed reserved? It happened in a weird way for me. The senior managers seated around the boardroom table were excited about their new technology that would disrupt their market and separate them from every competitor. They had brought me in to help craft their sales message and to eventually train their reps on how to introduce it to their customers. Along with their excitement though, I sensed some tension. So after the VP of Marketing introduced me, my first remark to the brass was, “I know this goes without saying. I just want it known for the record that everything we discuss here will be treated by me as confidential.” I immediately noticed this huge look of relief on the face of the CEO. From that point on, things went just fine.

Customers may not feel comfortable asking you for discretion, but they always appreciate it. Unfortunately, in today’s world of social media oversharing, coffee shops used as offices, and cell phones that record anything anywhere, confidentiality seems to be backsliding into a state of dangerous decline. That’s why you can gain tremendous trust with customers by simply following these five unwritten rules of customer confidentiality. Ignore them at your peril.

1. Know that you are in a position of trust


We’ve all heard of doctor-patient confidentiality and lawyer-client privilege. Doctors and lawyers are sworn to secrecy about their customers’ affairs for good reason. Your customers deserve the same discretion from you. When you talk to others about your customers, assume that the customer is in the room with you, or will read everything you post or write about them. If what you’re sharing isn’t complimentary and publically known, then keep it to yourself.

2. Remember Starbucks isn’t a confession booth


I once hired a consultant who was based in another city to do some work on our website. We scheduled a conversation via Zoom about my brand and target market. To my dismay, he logs into the call from a coffee shop. Throughout our conversation, I’m seeing customers come and go in the background. Not only was it distracting, it felt like a violation of my privacy as a client. There are good reasons why lawyers and accountants won’t host you in their office. Instead, meetings are held in a private meeting room. One reason is that you shouldn’t see files lying on their desk from other clients who may be under legal investigation, filing for bankruptcy, and so on. Another is so that your meeting will not be seen or overheard by others. Coffee shops are for casual coffee, not for doing business.


3. There’s a difference between small talk and prying

Ever had this happen to you in a restaurant while you were paying for the meal? The server is standing by your table waiting for you to insert your credit card into the portable device and asks, “So what are your plans for the rest of the day (evening, weekend, whatever)?” Pardon? When did our relationship as patron/ server evolve to the intimacy of me needing to share my weekend plans? The key to making small talk sound natural and appropriate is context and relevance. Unless you’ve been chatting about weekend plans with that person, better to stick to safe topics like the weather as in, “So you’re heading outside… have you heard a forecast?”

4. Yes, your cellphone conversation is annoying

People who talk at length on cellphones around other people sound like jackasses. Seriously. It reflects a total lack of self awareness and distain for basic civility. It also tells people around them they don’t respect the privacy of the person on the other end of the phone. They’re damaging their own reputation and are too oblivious to realize it. Don’t be one of them. Move to a quiet area and lower your voice.

5. Strong feelings don’t necessitate expressing them

This is perhaps the most important confidentiality lesson at work and in life. We can’t un-say, un-post, or un-tweet our opinions and observations. No doubt you can think of numerous examples at work and in the news where a little discretion and self-restraint would have saved significant fallout. While it’s tempting to be drawn into adding our two cents to a discussion, perhaps the greatest contribution we can make to the relationship is remaining silent. We hope in turn that when we say or do something less than brilliant, others won’t share it with the world. Ironically, kindness and maturity are often best reflected — and trust is sometimes most strongly earned — by simply shutting up.

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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Automation LabourforceBy: Thomas Donato, Rockwell Automation

We all are consumers. We all have expectations of quality and service.

When I talk to our customers, I do so with that experience and mindset. If we don’t deliver – we lose. Maybe not immediately, but eventually. It’s as simple as that.

I just lived through a great example of this. Every morning I use our blender. One of the parts broke, and the manufacturer made it quite difficult and cumbersome to get a replacement.

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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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BritechBritech Corp, one of Canadas largest heating cable companies has signed a formal agreement with Heat Trace Limited, of Cheshire, England. Heat Trace, founded in England in 1974, Heat Trace is one of the world’s leading industrial heat trace cable manufacturers.

The company is known mainly for innovative solutions in self-regulating high temperature heat tracing cables up to 275°C, their exclusive high temperature, 425°C, cut to length, industrial, in the field replacement for mineral insulated cables, and their high temperature Long Line heating cables that can be installed on pipes in one length up to 10 kilometers long.

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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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