Canadian Electrical Wholesaler

Nov 27, 2019

Jeff MowattBy Jeff Mowatt

What words do you think customers would use to describe what it's like when doing business with your company — responsive, easy, approachable? Or are they more apt to say rigid, robotic, bureaucratic? Customers of course prefer to buy from suppliers who are easy to work with. What might surprise you is even though as a manager you might think your company creates positive customer experiences, in fact there may be several ways your organization may be unintentionally turning customers off.

Often customers won’t tell you about them because they may not be consciously aware of them. What they will do is quietly choose a different supplier next time. See if these four subtle customer turnoffs are oozing through the cracks of your company's foundations.

Turnoff 1: punishing policies

We all know the importance of building a brand that instils feelings of trust. Unfortunately, when companies operate with restrictive customer policies, all that goodwill begins to crumble. Half the problem is the word “policy”. It implies rigid rules and regulations. To avoid this turnoff, customer-friendly organizations replace the word policies with guidelines. For example: “Delivery guideline: for onsite service, we typically schedule within x days. Let us know your timing and we'll see if we can accommodate.” Notice how the wording sounds like real people who are trying to be helpful. I'm not suggesting that companies abandon policies. Instead, dial down the legal jargon, soften the wording, and make it sound like your company is run by real people.

Turnoff 2: complex contracts

To do business with your company, are there multiple contracts/rules/hoops that customers have to jump through? Do your contracts sound like they are written like you expect to be sued? As a general guideline I’d suggest that any contract for dollar amounts under $10,000 should be readable within five minutes. Worth 100k? - Ten minutes. Problem is many organizations have lengthy multipage contracts regardless of the amount at stake, forcing customers to spend way too much admin time. In other words, companies make their own customers resent doing business with them at the outset of the relationship. Bear in mind that lengthy contracts raise alarm bells that the company must have failed and been sued in the past or are anticipating future lawsuits. Hardly inspires customer confidence.

Turnoff 3: disclaimer disconnect

No doubt you've received emails — or maybe even sent them — where at the bottom of the email in fine print there’s a blurb stating, “This message is confidential and intended solely for the person named here... files may not be shared... blah, blah, blah.” These clauses imply that as the recipient you are legally bound to maintain some sort of confidentiality. It’s nonsense. Just because someone sends you an email that includes fine print at the bottom stating they don't want you to share the contained information, doesn't mean you’re obliged to comply. It holds no legal authority or protection of confidentiality. What it does do is make the recipient (a customer) get the feeling they are dealing with a bureaucracy run by litigators instead of managers. If there is something you don’t want customers to share, then ask them to sign a confidentiality agreement up front. Other than that, you can’t prevent a customer from sharing an email if they want to. So, don't bother with all the legalese for a simple email.

Turnoff 4: faceless frontline

One of the most common customer annoyances — and easiest to eliminate — is when employees don’t identify themselves in person or on the phone. As I point out in my Trusted Advisor seminars, more than basic courtesy, when you introduce yourself to customers and/or wear easily readable nametags, it tells them that you are someone who is comfortable being held accountable. Conversely, employees whose names are not displayed or readily offered seem to be hiding behind a veil of bureaucracy. It’s an easy fix that builds trust.

Bottom line question: what’s your organization really like to work with? Check your customer communications practices and see how your company could sound less guarded, and more like you're open for doing business.

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.

Swati Vora-PatelTalent availability continues to be a key concern among business leaders in the electrical industry: in fact, over 60% of EFC members surveyed said they do not have a robust talent pipeline in place. This pipeline is even further constrained as a result of ongoing employment challenges spurred on by the pandemic.

A global phenomenon known as “The Great Resignation” is underway which reflects a wave of workers who are strongly considering leaving their jobs in search for work that is more closely aligned with their interests with employers who provide flexible accommodations and serve a strong purpose. 

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Building Permits - September 2021The total value of building permits rose 4.3% to $10.1 billion in September, led by Ontario (+6.3%). Construction intentions in the residential sector were up 8.2%, while the non-residential sector decreased 3.2%.


On a constant dollar basis (2012=100), building permits increased 3.4% to $6.9 billion.

Ontario drives residential permits up

High-value permits for two new condo buildings valued at over $300 million in the cities of Mississauga and Toronto helped push Ontario's multi-family permits up 40.4% to $1.7 billion in September. 

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Gross domestic product by industry - August 2021Real gross domestic product (GDP) rose 0.4% in August, led by increases in accommodation and food services, retail trade and transportation. The continued easing of public health restrictions and further reopening across the country increased demand across many close contact service industries.


Overall, 15 of 20 industrial sectors were up as growth in services-producing industries (+0.6%) more than offset a decline in goods-producing industries (-0.1%).

 

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Changing Scene

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Electrozad  has announced the following executive appointments, effective February 1st, 2022. ...
IMARK Canada announced that ASSA Industrial Supply has joined the organization effective January 1, ...
Atkore Inc. has announced the acquisition of Sasco Tubes & Roll Forming Inc., a Canadian ...
Craig Urie, Sales Manager at Nesco Inc., is pleased to announce that Kyle Scott has earned a ...
Arlington Industries is pleased to announce the appointment of Theovine as their new sales ...
Electro Federation Canada (EFC) is pleased to recognize the 2021 EFC Marketing Award ...
Sean Dunnigan, President of Techspan Industries Inc., is pleased to announce the appointment of ...
BCEA U40 group invites you to their Professional Development virtual series...     ...
Family Enterprise Canada is proud to announce Gerrie Electric Wholesale Limited is the Recipient of ...
AD’s Electrical-Canada Division virtually welcomed members and supplier partners for its five-day ...
 

 

AD GrowthAD’s Electrical-Canada Division virtually welcomed members and supplier partners for its five-day 2021 Virtual North American Meeting on Oct. 25 - 29, 2021 with the goal of facilitating strategic conversations that help the division devise new ways to stay ahead of the competition.

The event facilitated over 1,200 face-to-face meetings with 40 member companies and 62 supplier companies, cultivating relationship, allowing participants to share best practices and enabling open communication.

 

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EvolutionExpanding its North American footprint, leading control and automation manufacturer RTI today announced that it has named Evolution Home Entertainment Corp., a wholesale distributor of residential technology products, as the second RTI distribution partner for the Canadian market.


Evolution serves over 500 dealers across Canada, who now have the opportunity to get certified for the full line of RTI smart home control and automation products. With products shipping nationwide from its warehouse in Concord, Ontario, Evolution will also offer training and local dealer support to its dealers installing RTI systems.

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SignifyThird quarter 20211


• Signify's installed base of connected light points increased from 86 million in Q2 21 to 92 million in Q3 21

• Sales of EUR 1,643 million; Comparable Sales Growth of -4.8%, impacted by global supply chain disruptions

• Order book increased by 90% in Q3 21 vs. Q3 20

• LED-based sales represented 83% of total sales (Q3 20: 82%)

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Peers & Profiles

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 This past July, Kerith Richards, who has worked for Service Wire Company for the last seven ...
Illumisoft Lighting is an innovative company headquartered in Ottawa that focuses on suspended ...
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 ...
Mission Technical Solutions is a recently established sales agency founded by industry veteran ...
Omid Nadi, Trade Marketing Manager with Ledvance, is a Ryerson University grad coming out of their ...

 

 

Kerith RichardsBy Alyssa Kerslake

This past July, Kerith Richards, who has worked for Service Wire Company for the last seven years, was selected as one of tED Magazine's prestigious "30 under 35" winners. 

"I was so surprised and totally honored. It meant a lot to me that my boss, and my company, thought highly of me to nominate me - and then to be compared and chosen from the other surely incredible nominees was pretty cool, too," said Richards of earning the distinction. "I was running out of time, I'll be 35 at the end of this year, but I feel like I'm just getting started in this industry." 

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