Canadian Electrical Wholesaler

May 17, 2019

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.

Ironically – and frustratingly – I received a questionnaire about the service before I received my new part, which landed three towns away and came weeks after I bought a new blender from a different manufacturer.

Not only was the maker non-responsive, but the process was not transparent.

They did not think like a customer, and because of that, they lost one. I will not buy from that company again.

 

2018 Corporate Responsibility Report: How we help customers achieve sustainability goals.

Emotion Behind Decisions

When you are talking to customers, you need to think like one.

That might sound easy… but is it something you practice? 

I’m sure the maker of that blender had good intentions in sending me a survey about my experience, except they didn’t realize the problem wasn’t solved. That’s an enormous disconnect made more prominent by the lack of connected systems that would tell the company I was not in a place to do a survey – yet.

Let me take you in the completely opposite direction. My wife’s activity tracker wasn’t working. She sent an email to the company and got an immediate response with several options (including getting a new tracker), and then another email following up on the experience and offering additional support.

We would buy from the company again.

These two completely different experiences proved to me what differentiates a company:

  • Support and how easy it is to get a resolution to a problem
  • Service beyond the obvious obligation
  • Understanding what customers require (and translating how technology helps them achieve outcomes)
Blog: The Extra Mile: How Our People Make a Difference.

Digital Transformation Provides Seamless Experience

Addressing the issue with the fitness tracker was a seamless experience – from identifying the problem to identifying resolutions. The maker understood what consumers wanted to do with their product. Any interruption in that experience was too great.

Technology helps us provide a fast, clear solution, so why would we ever want to a customer to experience anything less?

Public Opinion Matters

Like many shoppers, before I purchased my replacement blender, I went online and dug deep into public opinion. What did other users think?

Those comments mattered and influenced my buying decision.  A consumer not currently buying from you will be more likely to look at you if others are speaking positively about you.

Most of us are risk-averse consumers, whether that is buying an activity tracker, a blender or an automation system.

I was meeting with customers in Brazil who were quite outspoken (a trait I appreciate as I want all the information I can get).

The theme of their comments: I want to work with your company because you respond. If there in an issue, you make it right. Our support, they said, made a difference.

I thought about those comments, about what I’ve learned over many years. The support this customer valued is not an initiative or a fiscal year priority; it’s part of our company’s culture.

You can have great products (the blender) but if you lack support, people will move on. And they won’t come back.

Making the Connection

In our company, we know that higher employee engagement scores directly correlate to increased customer satisfaction. Engaged employees create loyal customers.

We have made “customer” a core focus. We talk about customer experience at every level.  Our strategy is to bring The Connected Enterprise to life. The ways we do that all include customer – understanding their opportunities and simplifying their experience.

Our ability to do those things relies on our ability to create and sustain a company culture where everyone can do their best work, operating in a transparent environment that produces tangible results.

It’s not easy, but it is simple.

See the original post HERE

Economy EmploymentAs a result of widespread measures taken to contain the spread of COVID-19, the Canadian economy contracted 11.6% in April, following a 7.5% drop in March. By the end of May, many businesses had begun to adapt to the new reality by shifting to teleworking, reducing hours, laying off staff, applying for government funding or seeking rent relief.

As pandemic-related restrictions were gradually lifted throughout the summer, the business climate began to improve slightly. For example, real gross domestic product grew 1.2% in August, the fourth consecutive monthly increase, which continued to offset the steepest drops in Canadian economic activity on record that were observed in March and April. 

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Swati Vora-PatelBy Swati Vora-Patel

“As a distributor, we need to build capabilities around experiences, data and the technologies that are driving change… It’s important that we listen, experiment and help lead our customers forward.” Chief Marketing Officer, Distributor — from the book Innovate to Dominate: The 12th Edition in the Facing the Forces of Change Series

Mapping your company’s digital transformation begins with an outside-in approach. 

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COVID AirBy Angela Jamieson and Marc Laplante

The importance of clean air has been thrust into the spotlight with the emergence of COVID-19 and the rapidly spreading infections related to it. Examples have emerged around the world showing how aerosols may be playing a role in transmission; the choir practise in Washington State where over 80% of their members were infected (primary or secondary)1 after their final practice before shutting down for COVID restrictions, or the restaurant in Guangzhou, China where COVID-19 was theorized to have spread according to the air movement from an air conditioning system2. 

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Carol McGloganBy Carol McGlogan


When it comes to marketing and customers, some things never change, while some things are always evolving! The parts that never change for marketers are that we need to be where our customers are, when they need us, and with the right information. The parts that are in constant flux are our customers’ buying behaviours and the technologies available to intervene and influence the customer experience.

COVID-19 has forced us all into new habits both personally and in business. For instance, social isolation has caused us to rely more heavily on technology to fill in the gaps. 

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Changing Scene

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Schneider Electric announced today the promotion of Adrian Thomas to country ...
The Zigbee Alliance, an organization of hundreds of companies creating, maintaining, and ...
ETIM North America (NA) is pleased to announce that the National Electrical Manufacturers ...
Strong rebound in Q3 2020;Revenue up +1.3% organic - Full Year 2020 targets upgraded...   ...
Power management company Eaton Corporation plc announced that earnings per share were $1.11 for the ...
 We may not be able to celebrate in person this year, but EFC would like to invite you to ...
Since 1945 the Stamm family has proudly owned Powrmatic of Canada. Despite this 75 yearlong history ...
The Stelpro Group, owner of Stelpro, the NorthThe Stelpro Group, owner of Stelpro, the ...
IMARK Canada is pleased to announce that Concord Electric Supply, Concord, ON is a member of IMARK ...
E.B. Horsman & Son is excited to announce EMPOWER, their Employee Share Ownership Plan ...
 

 

Zigbee AllianceThe Zigbee Alliance, an organization of hundreds of companies creating, maintaining, and delivering open, global standards for the Internet of Things (IoT), announced an important movement within the Project Connected Home over IP initiative, forming a team dedicated to the development and promotion of the standard for commercial markets.

This move is in alignment with the overall vision for the initiative, which is to develop and promote the adoption of a new, royalty-free connectivity standard, simplifying development for manufacturers and increasing compatibility for customers and consumers.

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EatonPower management company Eaton Corporation plc announced that earnings per share were $1.11 for the third quarter of 2020. Excluding charges of $0.05 per share related to acquisitions and divestitures and $0.02 per share related to a multi-year restructuring program, adjusted earnings per share were $1.18.

Sales in the third quarter of 2020 were $4.5 billion. Organic sales were down 9 percent, and the divestitures of the Lighting and Automotive Fluid Conveyance businesses reduced sales by 8 percent, partially offset by 2 percent growth from acquisitions.

 

 

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CEW Stelpro flextherm 400The Stelpro Group, owner of Stelpro, is pleased to announce that it has acquired Flextherm, the electric floor heating industry. Flextherm was founded in 1991 by Philippe Charron, who brought a new vision to the market. Sustained work with the standard-setting bodies made it possible to revolutionize the industry by certifying heating cable installations directly on plywood, making the technology accessible to a greater number of people.

Many other innovations, including a complete range of heating cable products and controls and focus on quality and service helped build a strong brand over the years and raised the company to the enviable status it has today. 

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Adrian Thomas and Annette ClaytonSchneider Electric announced today the promotion of Adrian Thomas to country president, Canada, effective January 1, 2021. Mr. Thomas succeeds Susan Uthayakumar, who held the role of country president for the past three years. Mr. Thomas will report to North American CEO & President, Annette Clayton.

Susan Uthayakumar, has been appointed as the global leader for Schneider Electric's Sustainability Business Division, reporting to Chief Strategy & Sustainability Officer, Olivier Blum. 

 

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EFC 2020 Industry Awards

EFC 2020 Industry AwardsWe may not be able to celebrate in person this year, but EFC would like to invite you to their premier Industry Awards in a new and exciting virtual format. 

This year’s Electro-Federation Canada's 2020 Industry Awards will recognize member recipients through a virtual presentation honouring their strong leadership and commitment to contributing to the health of the industry. EFC's National Advisory Council chairman, Steve Branscombe, Independent Electric Supply, will emcee the Awards on Thursday, December 10th, 2020 at 4:30 pm EST.

 

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Peers & Profiles

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Headquartered in Concord, Ontario, Mercury Lighting services national retail, ...
“Never forget to look at the big picture.” These words of advice are from the father of Jason ...
Electrimat is an independent Quebec-owned company that has specialized for 40 years in the ...
In July, Eaton announced that Vice President, Channel – Electrical Sector, Matt Cleary would be ...
Tim King, Southwire Canada’s new President and first Canadian to assume the role, has taken the ...
Bogdan Botoi is Division Manager for Automation and Control with E.B. Horsman out of British ...
Mission Technical Solutions is a recently established sales agency founded by industry veteran ...

ElectrimatElectrimat is an independent Quebec-owned company that has specialized for 40 years in the distribution of electrical and lighting products. The company is headquartered in Brossard, Quebec and has four branches on the south shore and north shore of Montreal and Montérégie. It serves the industrial, commercial, institutional, residential, and public service sectors.

Christian Grenier and Mathieu Legris have been leading Electrimat for 10 years. Two friends in life who complement each other at work, and whose company regularly finds itself in the business sections of daily newspapers highlighting their exceptional performance. 

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MercuryBy Blake Marchand

Headquartered in Concord, Ontario, Mercury Lighting services national retail, multi-residential/commercial property management, energy service companies (ESCO), and auto dealerships.

“From design to specifications, we offer turn-key services that go beyond the typical distributor model,” explained Mercury Lighting Vice President, Eric Tordjman. Their value-added approach leverages well-established supplier relations to help clients find a lighting solution that suits their needs.

 

 

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Jason PrevostBy Line Goyette

“Never forget to look at the big picture.” These words of advice are from the father of Jason Prevost, his first mentor, who worked as a marketing specialist. Jason has repeated them often over the past two years during what might have been the hardest personal crisis of his life.

At a time when he was forced to reassess his professional future, his wife and the mother of his two teenage children was diagnosed with a virulent cancer.

 

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