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-PatelBy Swati Vora-Patel

The electrical market is at the helm of innovation — from robotics and automation products that support advanced manufacturing to smart technology in homes and businesses, our industry leads innovation and competitiveness in Canada.

With advanced electrical and automation products shaping how we work, live and play, our industry is continually at the forefront of designing technologies that meet the needs of Canadians today.

 

 

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Merertu Mogga FrissaBy Merertu Mogga Frissa

Someone once asked me why we struggle with diversity and inclusion in Canada. My response was that we have never taken the time to discuss the value of both as a society. While Canada identifies itself as a multicultural country, the diverse make-up of the population itself is made to exist in a vacuum and outside of what multiculturalism seeks to achieve.

This oversight forces the discussion about racism to exist within the limits of communities impacted by it while completely removing it from conversations at social and institutional levels.

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Business Openings - March 2021In March 2021, the number of business openings increased by 1.6%, as public health restrictions were less restrictive in many provinces compared with earlier in the year. After rising steadily over the previous three months, the number of business closures edged down 0.7% in March. The number of active businesses in March was 1.3% below the level observed before the COVID-19 pandemic.

The decrease in business closures from February to March 2021 was relatively widespread across provinces and territories, with the exception of Yukon, Saskatchewan and British Columbia, where closures increased slightly.

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Catalyst For ChangeBy John Kerr

At this time of year my colleagues and I here at Kerrwil are in the final throes of producing Pathfinder, the annual benchmarking report we publish in collaboration with Electro-Federation Canada (EFC).

After reviewing the changes and the recent acquisitions and moves of the past year through the lens of COVID, I share below some notes on milestones of the past year. They provide context for what I see as a new direction the industry may be taking.

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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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Schneider Electric Canada, together with the France Canada Chamber of Commerce Ontario ...
Agents of Change is an event for stakeholders from Canada's electricity and beyond to build ...
Schneider Electric is introducing a personalized digital experience for logged in customers ...
Effective August 1st, 2021, Resilient Sales Corp, led by its Principal Sean Atkinson, will serve as ...
Innovair Corporation is a major supplier of air conditioning and heat pump equipment in Latin ...
Service Wire is proud to announce that Kerith Richards has been selected as one of tED Magazine’s ...
Stanpro (Standard Products Inc.) announced the start of its 60th anniversary celebrations. ...
Calling all Members of Electro-Federation Canada! Showcase your marketing programs and demonstrate ...
AD’s electrical team hosted the 2021 Virtual AD Spring Network Meeting April 21-22, welcoming over ...
Arkadiusz Turoczy has joined ECS Electrical Cable Supply Ltd. as the company’s ECS team as Regional ...
 

 

AD Spring Network Meeting  AD’s electrical team hosted the 2021 Virtual AD Spring Network Meeting April 21-22, welcoming over 300 member attendees from U.S., Canada and Mexico.

While the meeting itself took place over two days, AD hosted weekly strategic supplier webinars for several weeks leading up to the meeting, where AD members heard updates from supplier partners on market conditions, plans to win with AD and opportunities available in areas like training, unique products and AD program participation and engagement.

 

 

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Arkadiusz TuroczyArkadiusz Turoczy has joined ECS Electrical Cable Supply Ltd. as the company’s ECS team as Regional Manager of the Quebec region, reporting to Rick Vascotto, Executive Vice-President Sales, Eastern Canada.

Arkadiusz will be responsible for leading the sales organization in the Quebec region, working closely with Marie-Claude Marois and Rick Vascotto, to continue growing market share in the Quebec region and building business. Arkadiusz has industry experience working with Future Electronics as a sales manager and most recently as an international account manager. He will be located at his home office in Montreal.

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ABB RailWith passengers' safety, reliability and sustainability at the forefront, ABB delivered its traction power substation, the electrical heart of the Finch West LRT in northwest Toronto.

In collaboration with CYMI, a Grupo ACS company specializing in rail electrification systems, ABB successfully installed the traction power substation of the Finch West Light Rail Transit (LRT) project. After achieving this important milestone, ABB is on track to deliver the balance of the traction power substations that will ensure continued support for the new LRT line in 2023.

 

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EFCRegister today for this whole new virtual experience, featuring dynamic speakers, sought-after keynotes, concurrent learning tracks, expanded programming and more.

Learn from a dynamic group of speakers about change management strategies and execution, risk management and forecasting, and diversity and inclusion practices.

 

 

 

 

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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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