Canadian Electrical Industry News Week

 

June 29, 2018

Jeff MowattBy Jeff Mowatt

One of the most common challenges I hear from managers and business owners is how to get staff to want to provide better service. After having trained literally hundreds of customer service teams for over 25 years, I’ve observed that the organizations who nurture the best service behaviours use these five strategies.

1. Educate towards empathy

It’s easier to get employees to care about customers by putting them in the place of customers. That’s why when clients bring me in to conduct customer service training seminars for their teams, I ask participants to create a list of what they expect when they are customers. Then we reveal tips on how, by simply changing a few words, staff can demonstrate that they understand the customer’s perspective. Compare: “I’ll have to check our schedule” vs. “I’ll be happy to check our schedule for you.”

2. Send grumps to your competitor

Pay attention to how each of your employees responds when a customer casually asks, “How are you?” If an employee uses that small-talk question as a license to complain about how he or she feels (tired, busy, or ready for a break) it’s time for a chat or a training review. That employee needs to make a serious choice to either a) stop burdening customers with their problems, or b) consider working for the competition. That might sound harsh, but the last thing today’s harried customers need is to be forced to listen to the soul sucking lamentations of a service provider who over-shares. The bonus of sending toxic talkers to work for your competitor is your remaining staff will appreciate the more positive atmosphere with the purging of just one negative person.

3. Catch them being good

This message was pasted on a banner at a daycare across from a fitness room where I was working out. It was meant to remind the staff to pay attention when toddlers are doing the right things; not just correcting them when they misbehave. Similarly, managers foster better customer experiences by catching employees when they provide exceptional service. The key then is to ensure all team members learn from the positive behaviour. That leads us to…

4. Stage CAST meetings

Getting employees to care requires more than a onetime event; it requires ongoing nurturing of your customer service culture. To make the process more efficient, consider staging CAST meetings. CAST stands for a Customer Service Team Meeting. It’s where leaders and their teams talk about how to make the experience better for customers, employees, managers, and other stakeholders. CAST meetings take as little as 90 minutes a month and you’ll find that in as little as six months they transform your customer service culture. Essentially they involve reminding team members of your service mission and standards, providing a coaching moment, disseminating customer service feedback, discussing ways to enhance the experience, and celebrating your service legends — examples where staff went above and beyond for customers. I detail the step-by-step process in my book, Becoming a Service Icon in 90 Minutes a Month

5. Turn service stars into owners

As the expression goes, owners care more, and it shows (particularly to customers). Employees who have a vested financial interest in ensuring customers are happy over the long term take a different approach to service than those who are just waiting for a paycheque. That may mean putting your money (actually your equity) where your mouth is. At some point high performing frontline employees, who presumably don’t earn as much as managers, are going to want to create a more secure financial future. One of the most effective ways to involve them — literally — is to offer share ownership to your star performers.

Bottom line: cultivating a customer service culture isn’t complicated. It does however require training and support. Some managers claim they’re too busy for this. My question: in today’s hyper-competitive marketplace where your service is increasingly the only significant differentiator, what could possibly be more important to managers than ensuring your team provides outstanding service that customers notice, pay a premium for, and tell others about?

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.

 

Changing Scene

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Teledyne FlirTeledyne Technologies Incorporated announced the successful completion of the acquisition of FLIR Systems, Inc. At each of the respective company’s special meeting of stockholders held on May 13, 2021, the stockholders approved and adopted merger proposals related to the Agreement and Plan of Merger dated January 4, 2021.

FLIR will now be included in Teledyne’s Digital Imaging segment and operate under the name Teledyne FLIR.



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Canadian Electrical Contractor Discussion Group: Can You Count the Deficiencies?

EIN CECD 400Have you ever been called to fix the work of a 'handyman'?

"Was supposedly done by a"certified ' electrician....told the homeowner that he got a $266 permit....no record at TSBC. Can you count the deficiencies?"

"There is a second panel change in the triplex also.......even more deficiencies. Think the guy was a glorified handyman. Ones not obvious: 240 BB heat hooked up 120....drier on 2p20....range on 2p50....water heater fed with 2c14 Bx on 2p15."

Go HERE to join the discussion

 


 



 

Terry BeckerTerry Becker, P.Eng., CESCP, IEEE Senior Member

IEEE 1584.1 Guide for Specification of Scope and Deliverable Requirements for an Arc-Flash Hazard Calculation Study in Accordance with IEEE Std 1584 provides detailed guidance on how to complete an arc flash hazard incident energy analysis study and recommended content for the P.Eng. authenticated report.  This is a complimentary Standard to IEEE 1584.

It has been my experience in my work as an independent electrical safety consultant working in industry across Canada that not many P.Eng. Electrical Engineers are aware that the IEEE 1584.1...

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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.

Over the past year, we have all been reminded that clean, hygienic spaces are critical to our health and well-being.

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Product News

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Rittal VX SE Free-Standing EnclosureRittal introduces the new VX SE free-standing enclosure system that offers greater versatility. For applications where Rittal’s AX compact enclosures are too small, and the TS 8 baying enclosures are too large - the VX SE is an ideal midway alternative for applications where baying is not required. Additionally, the VX SE size range includes a 300 mm deep version that is suitable for applications where space is limited.

The VX SE offers quicker time-to-delivery and faster, streamlined assembly, enhanced reliability, greater safety, and compatibility with other Rittal systems. 

 

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HPS CenturionHammond Power Solutions (HPS) has a new addition to their line of power quality products – HPS Centurion P Passive Harmonic Filter.

It is specifically engineered to mitigate harmonic currents created by non-linear loads. The initial product release has ratings from 5 to 500 horsepower. It improves power quality by simultaneously reducing harmonics and improving true power factor, resulting in an efficient and reliable solution.

 

 

 

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Peers & Profiles

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Trilliant, an international provider of utility solutions for advanced metering and smart grid ...
For more than a century, ABB has been investing in Canadian technologies and products to support ...
Mackenzie Gillan, a bright young lady from Baysville, Ontario, tells us about how she learned ...


House of Electrical SuppliesFrom small construction to sophisticated industrial projects, House of Electrical Supplies has been servicing clients in the industrial, OEM, entertainment, and construction markets across the Greater Toronto Area for just over 40 years. The company has earned a reputation for providing a high-quality customer experience.

As per President Austin Brennan, their experienced and knowledgeable team can be depended upon in any situation to deliver quick and efficient service. On top of their product solutions — ranging from electrical, automation, safety, lighting and portable power distribution — 

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