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.

Statistics CanadaThere were slightly fewer active businesses (-0.1%; -1,208) in May compared with a month earlier, marking the first time since May 2020 that the number of closures outpaced openings.

The number of business openings decreased by 11.5%, the largest percentage decrease since December 2018 and the second consecutive month with negative growth (Chart 1). The number of business closures declined by 2.9%, following a 2.5% increase in April. The decline in the number of business openings in May was largely driven by fewer entrants (-16.4%). The number of entrants in May was below the 2015-to-2019 average for the first time since August 2020. 

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488 Days of COVIDBy John Kerr

Looking back to early 2020, the industry entered the first quarter with a sense of a solid year ahead, one that would easily eclipse 2019, and then in mid-March the brakes went on and relatively quickly.

On both the supplier and distribution sides, many took a reactionary stance and then quietly planned their next moves. Thinking differently, adding stock and doubling down on inventory, looking at alternative shipping methods and figuring out how to stay close to the customer are among the attributes of those that pivoted well and have come out of the dark in great shape.

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Non-Mortgage Borrowing from Chartered Banks in March 2020The outstanding credit debt of private non-financial corporations doubled from the height of the financial crisis in 2008 to early 2020. At the onset of the pandemic in March 2020, businesses added a record $52.1 billion in credit debt to their balance sheets. However, according to a new study, as other sources of financing became available and businesses adapted to the pandemic, outstanding loan balances with banks declined for eight consecutive months.

The study Trends in Canadian business debt financing: Before and during COVID-19 looks at the types of credit debt private non-financial corporations incurred prior to and during the COVID-19 pandemic, and examines how they used that liquidity to weather the economic turbulence during this period.

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Investment in Building Construction - May 2021Investment in building construction cooled slightly in May, decreasing 1.9% to $19.4 billion. This was the first drop in seven months. Residential construction investment (-2.7%) was down for the first time since April 2020, while non-residential construction increased slightly.

On a constant dollar basis (2012=100), investment in building construction declined 2.7% to $14.8 billion in May.

 

 

 

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David GordonBy David Gordon

As we transition from the pandemic many wonder about the future of sales, meaning, “What will the sales process (sales model) look like in the future,” and, essentially, “What is the role of / for outside salespeople?”

In reality, this question was asked pre-pandemic as management lamented that Sales wasn’t being as productive as they desired. Companies are always seeking to improve their processes, whether it is having salespeople better penetrate accounts, identify and call on new customers, use a different (new?) sales method...
 

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Changing Scene

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Beginning October 1st, 2021, we are pleased to announce CSA Enterprises Limited will be become the ...
 Canada’s National Electrical Trade Council (NETCO) is pleased to announce that IDEAL ...
IMARK Canada announces 2021 Award Winners-Oscan and Kidde take top honors.     ...
More ultraviolet (UV) radiation-emitting and ozone-generating devices such as lights and wands have ...
 Leviton Lighting Canada has announced David Janowski as the new Eastern Regional Sales ...
EdisonReport has announced their 5th Annual Lifetime Achievement Awards.  These Awards will be ...
The Executive of Gerrie Electric Wholesale Limited has announced that Jason Krehl joined the team ...
 The Executive of Gerrie Electric Wholesale Limited has announced that Scott Currier joined ...
The 2021 Sapphire Awards, one of the lighting industry’s top honors, announced ...
 David Gordon, President of Channel Marketing Group, will provide insights from the Rep ...
 

 

Signify“In the second quarter we saw an acceleration of the pace of recovery in comparison to the first three months of the year,” says CEO Eric Rondolat. “We successfully executed our strategy as demand for our connected lighting offers and our growth platforms remained strong.”

The consumer segment held its momentum and demand for conventional products proved resilient. The professional lighting segment showed sequential improvements, while still impacted by both extended lockdowns and supply constraints. Overall, we managed to improve the operating margin by 190 basis points and generated a solid free cash flow. 

 

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Adrian ThomasSchneider Electric Canada, together with the France Canada Chamber of Commerce Ontario (FCCCO) is proud to announce Adrian Thomas as the newly elected President of the European Union Chamber of Commerce in Canada (EUCCAN). Thomas, who currently serves as the country president of Schneider Electric Canada is entrusted with continuing the growth of EUCCAN by reinforcing transatlantic cooperation between the European and Canadian business communities.  “I am deeply honoured for the opportunity to join EUCCAN as their new President and build on the growth they’ve experienced in recent years,” says Adrian Thomas, Country President of Schneider Electric Canada. 

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Agents of ChangeAgents of Change is an event for stakeholders from Canada's electricity and beyond to build capacities in diversity, equity and inclusion.

Agents of Change is a one-day event focused on equipping attendees with the tools they need to address the challenges under-represented groups face in the workplace. Women, Indigenous people, racialized people, persons with disabilities, LGBQ+, gender diverse people and newcomers to Canada are under-represented in electricity and often face systemic barriers. We have the power to change this disparity and transform our sector into a paragon of equity.

 

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Flemming Jensen, Jason Samuelian, and John ClancyLED lighting solutions manufacturer Espen Technology has announced three changes to its sales management team.


Flemming Jensen (left), previously was Vice President of the Central and South Regions, has been promoted to Senior Vice President, Sales and Marketing. Flemming brings over 40 years of industry experience in the distribution, ESCO, and agent markets. He will focus on continuing Espen’s top line growth, in the coming years.

 


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Edison ReportEdisonReport has announced their 5th Annual Lifetime Achievement Awards.  These Awards will be presented the Tuesday evening, 26 OCT before LightFair begins on Wednesday, 27 OCT.

Judges for 2021 were Paul Pompeo, Nancy Clanton, and Donny Wall.  Clanton stated, “Selecting individuals for this award was extremely rewarding especially in identifying the leaders and innovators, including world class lighting designers and researchers, that truly have made a tremendous positive impact in our lighting industry.”

 

 

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Peers & Profiles

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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 ...

 

 

Brett NicholdsBy Blake Marchand

Illumisoft Lighting is an innovative company headquartered in Ottawa that focuses on suspended ceiling troffer LED fixtures that utilize optical film technology to achieve a high level of performance and efficiency.

Their flagship product is the EcoWing, which is available for new construction and fixture in fixture retrofits. Their primary application target is office buildings, hospitals, and dealerships. Recent projects include the Department of National Defense building in Ottawa, AMPED Sports Lab, Queensway Carleton Hospital, and Surgenor Automotive Group.

 

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Jeffrey MoyleBy Line Goyette

“The ongoing integration of Rexel Utility into our Canadian business platforms has underscored our responsibility as an organization to find creative solutions for today’s challenges, as well as to prepare for tomorrow’s opportunities.”

This quote from Jeffrey caught my attention. Vice President, Supplier & Digital Strategy at Rexel Canada Electrical Inc., Jeffrey has extensive experience in the industry and is a graduate of the University of Western Ontario with a Master’s in Business Administration, focusing on internarial leadership.

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