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.

David Gordon New 400Everyone is an expert in pricing. It’s either too high or too low based upon your role. Salespeople like it low. Management wants it high. The customer wants it “right” which, usually means “competitive” or “It’s reasonable for the value I am receiving.”

And the term “value” is intriguing as it infers that you understand
• the value that you bring
• the value that your product / service brings
• the competitive landscape (which also includes alternatives and inertia)

But I digress. 

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COVID ULConsumer UVC germicidal devices are entering the market rapidly because of an increased demand for sanitizing and germicidal capabilities in the face of COVID-19. But are they all safe?

UVC radiation (the most energetic in the UV spectrum; 180nm to 280 nm) is proven to have sanitizing and germicidal effects, and first proof of effectiveness against SARS-CoV-2 is emerging. Like many high energy devices, however, there are risks due to UVC exposure. For example, UVC over-exposure can cause damage to the eyes and skin, based on wavelength, intensity, proximity to the source, and time of exposure.

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Investment In Building Construction - July 2020Total investment in building construction increased 1.8% to $15.1 billion in July. Residential sector investment increased 4.9% to $9.9 billion, while non-residential investment decreased 3.7% to $5.3 billion.

Construction activity has rebounded in the last few months, with investment in building construction remaining slightly lower than February 2020 levels, before COVID-19 construction restrictions were first put in place. On a constant dollar basis (2012=100), investment in building construction increased 2.0% to $12.4 billion.

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Swati Vora-PatelBy Swati Vora-Patel

Personal protective equipment. We understand how important PPE is keeping us safe during this pandemic. While we continue to do our part to protect ourselves and those around us, counterfeit PPE is on the rise and has found its way into the supply chain: fraudulent COVID-19 testing kits, N95 masks, respirators, and even fake vaccines, which all pose a significant threat to the health and safety of unsuspecting global citizens.

Counterfeit activity and intellectual property crimes remain a growing issue in Canada and around the world. 

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Changing Scene

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What better way to celebrate the 25th Anniversary of Rittal System Ltd. in Canada than to be ...
Electro-Federation Canada (EFC) is pleased to announce the 7th Annual 2020 Marketing Awards Program ...
Leviton announced that Jean Belhumeur, president and chief of operations of Leviton Canada, will ...
Ouellet Canada is proud to announce the acquisition of Britech, a manufacturer and supplier of ...
Recently Tim MacDonald, President of Ideal Supply announced the appointment of Mike Smith to the ...
Liteline Corporation has announced the addition of Martin Parilak to their Canadian Regional Sales ...
The Task Force for a Resilient Recovery recommends five bold actions to help Canada “build ...
Late April 2020 ECM Industries acquired ILSCO. Since that time, they have been integrating the two ...
Since 1993, E.B. Horsman & Son(EBH) has been a proud supporter of BC Children’s Hospital ...
 

 

Martin Parilak  Liteline Corporation has announced the addition of Martin Parilak to their Canadian Regional Sales Team.

"Martin brings over 20 years of well respected electrical industry knowledge and experience to Liteline. Through his time spent in successful and progressive roles, as both a distributor and agent, Martin's experience will greatly compliment Liteline's growing product lines and will be of benefit to our agent network and customers of Western Canada," said National Sales Manager, Steve McMullen.

 

 

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New Project 1Ouellet Canada is proud to announce the acquisition of Britech, a manufacturer and supplier of electric radiant heating systems in Canada.

Britech specializes in heating cables (floor, concrete and snow melting), electric thermal storage heating and self-regulating heating cables (roof and gutter de-icing).

"With this acquisition, we are demonstrating our commitment to growing and consolidating our relationship with our current customer base. It also allows us to continue offering quality products, innovative product design and industry-leading brands," said Louis Beaulieu, General Manager with Ouellet Canada.

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Canadian College Task ForcesThe Task Force for a Resilient Recovery recommends five bold actions to help Canada “build back better” after the COVID-19 pandemic. Colleges can take the lead, to help meet the skills gap, and support communities transition to the low carbon economy.

What are the goals for the coalition? Rapidly implement and scale new curriculum and research initiatives relevant to a resilient recovery. Champion resilient recovery projects in line with the recommendations of the Task Force for a Resilient Recovery...

 

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EBH DonationsSince 1993, E.B. Horsman & Son(EBH) has been a proud supporter of BC Children’s Hospital Foundation (BCCHF), helping provide the bestcare for children across British Columbia.

In EBH’s 120th Anniversary year, their employees,suppliers, and customers worked together to doubletheir annual fundraising efforts and donated over $100,000 to BCCHF. This significantly contributed to EBH reaching its cumulative donation of $1 million dollars!

 

 

 

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Nathan SalmonNathan Salmon has been appointed General Manager, Rexel Atlantic. Nathan joined Rexel in 2016 and brought along over a decade of related distribution, management and supply chain experience. 


At first, he was responsible for the Dartmouth and Halifax locations where he was able to bring about significant growth and stability. In 2019, Nathan was promoted to a Regional Manager role leading and overseeing the Nova Scotia and Newfoundland branches. 

 

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Peers & Profiles

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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 ...

CEW 18 PP TimKing 400By Line Goyette

Tim King, Southwire Canada’s new President and first Canadian to assume the role, has taken the helm in the midst of the midst of the COVID-19 health crisis.

Previously, Tim served as Southwire Canada’s Director of Finance, HR and Administration. He has a background in economics and finance from Wilfred Laurier University. As a student, he was convinced that having a solid understanding of finance and economics would be an essential foundation to build his professional future. Over the course of his career, he purposefully acquired a broad range of skills, experience and knowledge to succeed in his new role.

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Will Green and Matt ClearyIn July, Eaton announced that Vice President, Channel – Electrical Sector, Matt Cleary (pictured on the left) would be retiring after 40 years with the company, and Will Green (pictured on the right) was appointed as his successor. CEW sat down with the colleagues and friends over the phone to discuss their relationship, the transition as well as gain insight into their views on the industry.

Cleary joined the company in 1981 as a sales engineer, working his way through various roles of increasing responsibility. Green, who previously served as Vice President, U.S. Channel Operations and U.S. Sales, North American Sales, has been through a number of customer-facing roles...

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