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.

 

 SteriGuard Antimicrobial Plugs and Wiring Devices 

Legrand Video Week 3When it comes to reliable antimicrobial protection, SteriGuard wiring devices go all in -- storing antimicrobial growth inhibitors directly inside the products themselves. The additives are then gradually released to the surface, providing continuous, long-lasting protection against the growth of bacteria, molds, mildew, and fungi.

 

 

 

 



Watch the video HERE.

 

Changing Scene

  • Prev
Jacques Fiset, the new president of the EFC Quebec section, told us in a recent interview that his ...
Organised by the Hong Kong Trade Development Council (HKTDC), the twin lighting shows - the  ...
A Friday night, the end of summer, the weather is mild, and 2,500 people — customers, ...
Eaton focuses on developing personable connections in every aspect. In September, our team will be ...
During the recently held IMARK Canada 2019 meeting in Niagara Falls, executives from 14 of the ...
Valard has been selected by Wataynikaneyap Power LPto provide engineering, procurement ...
The Canadian Apprenticeship Forum-Forum Canadien sur l’Apprentissage (CAF-FCA) has announced ...
Electricity Human Resources Canada has announced this year's keynote speakers for Agents of Change ...
Kiashke Zaaging Anishinaabek (KZA)/Gull Bay First Nation (GBFN) and Ontario Power Generation (OPG) ...
The BCEA's Woman's Network THRIVE Summit is taking place on October 4th at the Executive Inn ...

OmnicableOmniCable, headquartered in West Chester, PA, is inviting all electrical distributors located in the Ontario area to its open house event on Wednesday, October 23, 2019, from 10 am – 7 pm.

OmniCable opened its Toronto branch back in April 2019. Toronto is OmniCable’s first branch outside of the United States. The Toronto facility, which is approximately 50,000 square feet, is OmniCable’s 13th branch and services electrical distributors throughout Canada.

 

Read More

 

 

 

Grid Analytics MarketAs data becomes central to new business models in the energy utility sector, the global grid analyticsmarket is expected to accelerate from $1.15 billion in 2018 to $2.31 billion in 2025, at a compound annual growth rate (CAGR) of 10.4%. Energy utilities are generating massive volumes of data from smart meters, intelligent energy devices, and multi-sensing units but only 2% to 4% of data from the system is actually leveraged for analytics. This data, combined with a sophisticated analytics platform, can deliver valuable insights for utilities that can lead to improved customer service and operational metrics.

 

 

Read More

 

 

Codes and Regulations Brought to You by the CSA Group

  • Prev
The Code is a comprehensive document. Sometimes it can seem quite daunting to quickly find the ...
The Code is a comprehensive document. Sometimes it can seem quite daunting to quickly find the ...
In this article: Tables — Part B. This section of the Code contains 99 tables of essential ...
In this article: Section 58 — Passenger Ropeways and Similar Equipment. Rule 58-000 ...
  Unauthorized CSA Group certification marks have been found on wiring by Triumph Cable ...
In this article: Section 52 — Diagnostic imaging installations. The CE code is a ...
In this article: Section 46 — Emergency Power Supply, Unit Equipment, Exit Signs, and ...
  In this article: Section 44 — Theatre Installations. The CE Code is a ...
CSA has published C22.2 No. 60947-7-3, the harmonized standard for low-voltage switchgear and ...
  Electric welders. The CE Code is a comprehensive document. Sometimes it can seem ...

 

Flir Application SpotlightWithout power, factory operations cannot continue. That’s why regular scheduled maintenance is important to ensure your electrical distribution system is in working order. A combination of a thermal imager and a clamp meter can help you detect hot spots and diagnose electrical issues at the point of failure before an outage occurs, quickly and safely.  Download the Application Spotlight today.

 

 

 

 

 

Read More  

 

3M WebinarRegister for 3M Canada’s upcoming webinar: How TTS™ Heat Trace Cables can help you on site.

3M Canada will be hosting a heat trace cables webinar, where you’ll learn about heat trace, heat trace applications (i.e.: pipe freeze protection, roof and gutter, and surface snow and ice melting), and the benefits of self-regulating heat trace cables—TTS™ Heat Trace Cables.

Self-regulating heat trace cables can adjust their output to the surrounding temperature down the cable length.

Read More

 

 

Tools for the Trade

  • Prev
  IDEAL Industries has introduced Combination Drill Taps to its tool lineup. Combining the ...
  Stripping and crimping device, 100 - 240 V input voltage, for insulated ferrules with a ...
Professional all-in-one cutter/stripper for coaxial and twisted pair cables     ...
  Klein Tools' Coax Explorrer 2 tests coaxial cable and maps up to 4 locations   ...
  Ideal Industries' T-14 wire stripper s are ideal for all professionals working within the ...
  The ATS850 conveyor eliminates all types of electro static discharge requirements. ...
  Lorik Tool & Automation has the experience and ability to manufacture a variety of ...
  Ideal Industries' 26 piece insulated Journeyman kit is ideal for new electricians or for ...
  Klein Tools Deluxe Fish Rod Set comes in 19 pieces that when assembled can fish wire and ...
  BendWorks Software was designed to help electrical contractors adopt this new process ...

Product News

  • Prev
Lind Equipment has released their new Battery-Operated Hornet Light.      
The BAY LED round bay light is a solid-state solution offering one-for-one replacement of ...
As solar becomes a mainstream source of electricity, we must meet the increasing demand for solar ...
Beacon Products is primed to improve the parking garage experience for visitors, facility ...
With a simple rotation of its front bezel, the new Juno® R620L 15-watt LED trac fixture enables ...
The ALK-L series delivers exceptional performance in a slim modern design. With an assortment of ...
AutomationDirect now offers continuous flexing control cables and continuous flexing Profibus-DP ...
Bridgeport Fitting’s new E-Z LOCK connectors offer contractors superior installation speed in ...
  Omnitron Systems recently introduced the addition of high-power Power over Ethernet ...
Klein Tools for professionals since 1857, introduces the Forged Wire Crimper with ...

 

Beghelli PluraluceThe Pluraluce is a revolutionary concept in emergency lighting. The minimalist design is the perfect embodiment of simplicity and style without sacrificing performance. These 10W LED emergency fixtures deliver between 782lm - 919lm. Each Pluraluce comes with the choice of 3 lenses, which are interchangeable. The lenses provide a unique distribution pattern, changing the coverage of the illuminated area of egress.

 

 

 

 

Read More

 

 

Peers & Profiles

  • Prev
An electrician by trade, Daniel Lacovetsky is the founder and President of Powertec Electric, an ...
Mike Morneau began his professional career in graphic arts after earning a Bachelor of Technology ...
AimLite offers a vast choice of lighting lines to facilitate any lighting project’s needs. ...
John Krill has been in the energy and construction industries for 35-years, now he serves as Canem ...
Ali Heighton is the Program Coordinator for IBEW Local 37 who has found success as a young ...
Flextherm was founded in 1991 by current company President, Philippe Charron. For more than 25 ...
Ouellet Electric Heating began humbly in 1960 with Charles-Emile Ouellet, who started manufacturing ...
Justin Harris is a Programmer/Electrician for COREngineering, a New Brunswick based mechanical ...
Bill Maki is an Electrical Engineer from Thunder Bay, Ontario working as a Control Systems ...
Benedict Electrical Contracting Limited is a locally owned and operated family business in Owen ...

Copper $US Dollar price per pound

Kerrwil Publications

538 Elizabeth Street, Midland,Ontario, Canada L4R2A3 +1 705 527 7666
©2019 All rights reserved

Use of this Site constitutes acceptance of our Privacy Policy (effective 1.1.2016)
The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Kerrwil