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

 

ISAWith their advanced, microprocessor-based technologies, today's industrial automation and control systems (IACS) deliver much-improved performance and features compared to their analog counterparts. 

Unfortunately, these newer, networked systems-with their ability to be configured remotely-are more vulnerable to cyberattack.

Security PHA Review for Consequence-Based Cybersecurity, a new book published by the International Society of Automation (ISA), introduces an easy-to-follow, cost-effective methodology for safeguarding critical infrastructure and process industry facilities from cyberwarfare and other forms of cyber-risks.

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Jeff MowattBy Jeff Mowatt

One of the biggest frustrations I hear from my clients is the amount of time and effort it takes for them to put together proposals, particularly those that don’t end up winning the business. Unfortunately, the standard approach to making client proposals usually involves describing your products or services, including some corporate background, adding a few references, and finishing with pricing information. 

This is the last approach you want to take. It practically guarantees you’ll miss the mark. And worse, preparing and delivering these kinds of proposals soaks up significant time and resources that could be better spent elsewhere.

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David GordonBy David Gordon

During recent calls with distributors to get the pulse of the industry, one area we touched on is eCommerce and specifically the activity that they are seeing from their customers, the investments that they are making, and how it is impacting their overall business. A few trends emerged. 



 

 

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National Investment in Building ConstructionTotal investment in building construction increased 2.2% in May to $15.2 billion. Gains in the residential sector (+2.8% to $10.4 billion) led the increase, while the non-residential sector edged up 0.9% to $4.8 billion. On a constant dollar basis (2012=100), investment in building construction rose 1.8% to $12.7 billion.

Gap in investment between multi-unit and single-unit dwellings continues to grow

Investment in multi-unit dwellings rose 7.6% in May to $5.5 billion, while investment in single-unit dwellings declined 2.2% to $4.9 billion.

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AztecAztec Electrical Supply is one of the most dynamic, fastest growing electrical and automation distributors in Canada. The supplier has four Ontario locations, in Concord, Cambridge, Burlington and Mississauga.

They specialize in supplying quality automation and electrical products to electrical contractors, manufacturing plants, OEMs and custom machine builders. Their comprehensive inventory includes electrical and pneumatic products for breakdowns and emergencies, as well as everyday contractor and MRO requirements. They also work closely with their partners to source specialty products that may be required for major projects.

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Changing Scene

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Service Wire Co. is pleased to announce that Charles F. (Chuck) Oldaker, Jr. has been elevated to ...
Electricity Human Resources Canada (EHRC) has issued a call for nominations for the 2019 Awards of ...
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ArlingtonArlington Industries has announced the appointment of Dave Welsh to the newly created position of Business Development Manager.

In his new role Welsh will call on key contractors, projects and job sites to review installation issues and determine potential solutions as the basis for new product ideas by Arlington’s product development team.

Mr. Welsh is a Master Electrician. He was the Chief Electrical Inspector for four areas in Michigan. At the same time, he was the Program Coordinator and Instructor for the Electrical Technology.

 

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ABB PortalThe ABB eFinder portal simplifies the process of locating inventory from ABB’s selection of products used for connection and transmission of electrical power. Customers may now search online for ABB Installation Products and can purchase them from the distributor who has the products in stock. Once the product is located, the customer may buy it from the distributor by connecting directly to the distributor’s e-commerce page and placing the products in an online shopping cart for the final purchase transaction.

 

 

 

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OmnicableOmni Cable Corporation, headquartered in West Chester, PA, hs announced that it has signed an agreement to be acquired by a subsidiary of Dot Holdings Co (DHC), which is owned by Dot Family Holdings (DFH), and join its portfolio of companies.

DFH is focused exclusively on acquiring leading middle-market distribution companies with a special interest in master/two-step distribution and any national distribution models. DFH’s approach to acquiring and holding companies for the long term and investing for growth made them an ideal partner for OmniCable. 

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Peers & Profiles

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Earlier this month Canadian Electrical Wholesaler had the pleasure of tabling a few questions to ...
Canadian Electrical Wholesaler was able to catch up with Sonepar Canada’s Stacey Corley, which was ...
OmniCable was founded in 1977 by partners with deep experience in the US electrical marketplace. ...
On a regular basis, our publications profile members of our industry through their responses to a ...
First and foremost, sitting down with Susan Uthayakumar feels more like sitting down and conversing ...
Sales of electrical supplies from full-line electrical distributors capture the geographic ...
Laura Dempsey has been working as an outside sales representative for E.B. Horsman & Son for ...
Michael Gentile, President and CEO of Philips Lighting Canada, has had a long and distinguished ...

 

House of ElectricalHouse of Electrical Supplies is a distribution company that specializes in ‘service’. They go beyond what a standard supplier provides, not just with knowledgeable employees, but with a compliment of support services.

From small construction to sophisticated industrial projects, House of Electrical stocks electrical supplies for a wide range of applications. For over 30 years, they have been servicing clients in the industrial, OEM, entertainment and construction markets across the greater metropolitan Toronto area. Their product solutions range from electrical, automation, safety, lighting and portable power distribution.

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Looking Back

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The best memory I keep from CEDA is the way that they accepted me when I came into the business. ...
In the 1930s to 1940s, CEDA’s Western Canada membership was very stable with old line independent ...
Prior to the late 1950s there was little if any involvement in CEDA by the so-called “national ...
  As 2017 marks the 150th anniversary of Confederation, we take a look back at an aspect of ...

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