Canadian Electrical Industry News Week

May 29, 2019

Jeff MowattBy Jeff Mowatt

Whether it’s fair or not, we are often judged on first impressions. This harsh reality is nowhere better seen than in today’s ultra-fast business world where customers size you up in a nanosecond based on your personal image. Since their impression of you will determine whether or not they want to do business with you, the impact on your career and on your organization’s bottom line can be staggering.

Ironically, when corporations bring me in to speak at conventions on how to boost customer retention, I often find that there’s been little or no professional training for employees on personal image. Since it’s often awkward to confront employees on these sensitive issues, you need some ammunition to make the task easier. Here are four image-related reasons that customers may not like you or your employees. Incidentally, customers will never tell you these reasons to your face — they’ll simply do business elsewhere.

1. You look different than expected

Customers prefer conducting business with individuals who meet their visual expectations. So, if you want to keep customers dress in a manner that customers expect. A plumber dressed in an Armani suite makes the client uncomfortable. An alderman in khaki shorts would shock the council members of City Hall. A waitress with too much makeup, sporting tattoos and body piercing would likely put off a patron in an upscale restaurant. On the other hand, a bar tender in a conservative suit and tie may appall a customer in an alternative nightclub.


“But that’s not fair,” decry so many employees at the thought of being told what to wear. Again, first impressions may not be fair, but they are the realities of the business world. You hire employees to take care of customers — not for the sake of expressing their sartorial individuality. They can do that on their own time. Your job as a business owner or manager is to create an environment, including staff wardrobe, where your customers feel comfortable.

The most effective way to convey this message to employees is to have a written dress code. When writing your code, it’s best to check with an attorney for the laws that apply in your jurisdiction. The great thing about a dress code is it often weeds out would-be applicants who wouldn’t feel comfortable in that environment. That’s better for everyone.


2. You’re hard to understand

Customers don’t want to strain themselves to understand front line staff. If you or other employees don’t speak the local language clearly, then customers will generally go to your competitors where they won’t have to work so hard to communicate — or to spend their money. This is doubly important when speaking on the telephone, where customers don’t have the benefit of non-verbal communication to help them interpret what’s being said.


This concept has nothing to do with discrimination based on ethnic differences or nationality. It has to do with basic communication skills that are essential to do the job. If it’s a question of improving your knowledge of the local language, then take courses until you’re fluent and easy to understand.

3. You exaggerate

Don’t exaggerate to tell customers what they want to hear. If a task will take 15 minutes to complete, don’t say, “It’ll only be 5 or 10 minutes.” This is called lying. Customers hate that. Organizations that stay in business over the long term adhere to the age-old adage, under promise and over deliver. ‘Nuff said.

4. You’re indiscreet

“Indiscreet” describes the cashier at a self-serve gas station who chatted with his friends while I entered to pay. He barely stopped his conversation with his buddies to take my money. I felt like I was crashing a private party. I never went back.

While this obvious display of rudeness is relatively rare, a much more common example is when employees converse among themselves in front of a customer. Numerous times I’ve been on airplanes when the flight attendants, while rolling food carts down the aisles, are so engaged in their personal conversations that they barely stop long enough to take the dinner orders. Meanwhile every passenger has to listen to their private conversations, whether they want to or not.


To top off the indiscretion list, far too many employees inadvertently tell customers more than they want to hear. For example, when a customer asks a front line employee, “How are you,”, they really don’t want to hear complaints. It’s just a greeting. Yet some employees take this as an excuse to complain with, “Oh, I’m 60-40”, or as a security guard once told me, “I’m vertical.” (Yikes!) Some employees respond with, “I’ll be great when my break starts.” In other words, the employee will be happy as soon as he or she can get away from their job and us — the customers. All of these indiscretions make customers wish they were dealing with professionals.


There is hope

Awareness of these problems is half the battle. A lot of employees simply don’t realize they’re committing these offenses. Another part of the solution is training. Bringing in a professional trainer to address the employees as a group provides the advantage of third party objectivity, in a fun non-threatening manner. One thing is clear though, if you do nothing about these issues your business will continue to suffer without anyone else telling you why.


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.

 

 The Evolution Series. Poke-Thru Devices, Floor, Wall and Ceiling Boxes 

Legrand Wiremold EvoFrom poke-thru devices to floor, wall and ceiling boxes, the Evolution Series has continued to increase device efficiency and reliability while providing durability and quality. Customizing your space and maximizing access to all the power, A/V and communications you could ever need. Evolution Series boxes bring power, communications and A/V to walls, floors and ceilings. Evolution adds flexibility, functionality and stylish good looks to every room you create when planning office buildings, airports, schools and hospitals.

 

 

Watch the video Here

 

Changing Scene

  • Prev
Prior to joining ABB in 2017 as Executive Vice President of the Electrification business, Deschenes ...
Susan Uthayakumar, country president, Schneider Electric, has been named a Women's Executive ...
ABB presented its electrification solutions that will allow customers to take full advantage of the ...
Electricity Human Resources Canada has introduced a new Board of Directors, effective as of their ...
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 ...

Alta EnergyAlta Energy has completed the installation of solar power systems at 14 campuses across California’s Poway Unified School District (PUSD). Alta Energy installed a total of 632 kilowatts (kW) on 65 of PUSD’s standard 24 by 40 feet relocatable, portable classrooms. Financed through a power purchase agreement (PPA) with no out-of-pocket costs to the district, the project reduces PUSD’s electricity expenses by nearly 15 percent and will save the district $250,000 per year.

 

 

Read More

 

 

 

Connected SecurityClimate change, a dwindling supply of natural raw materials, continuous migration to the metropolises: tomorrow’s challenges can only be solved with intelligent, networked buildings, so called smart buildings.

Networking encompasses all parts of a building — from the electricity supply, taking account of regenerative energy (smart grid), via safety and security technology and operational regulation through interconnected building-automation systems, to control via mobile devices. The prerequisite for all this is systems interoperability, the only way network risks can be mastered.

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
The EMX LED linear low bay aims to take industrial lighting to new levels of durability ...
Pathway Lighting has added the Modular Accents Series to their fixture offering. ...
The new Panel 1200 Direct/Indirect is a suspended edge-lit, stand-alone luminaire with direct (70 ...
Tunable white lighting can play a role in making spaces more comfortable and flexible with light ...
Moooi believes in good design and the sustainability of the creative processes that lead to good ...
The Backlit Panel is an ultra-slim fixture ideal for installation in shallow plenum spaces. This ...
Douglas Lighting Controls, a member of the Panasonic family of companies, recently introduced ...
Designed specifically to aid the installation of solar PV panels, Megger's new PVM210 solar ...
The OX9000 Series Oscilloscopes equipped with isolated channels are four instruments in one. ...
  The 87V MAX contains all the trusted features of the most popular DMM used today, the ...

 

Greenlee Versi-Tugger Handheld PullerEmerson announced the addition of a handheld puller to its Greenlee pulling lineup – the new G1 Versi-Tugger. The versatile and portable G1 is designed for pulls normally done by hand and can pull up to 68-percent faster when compared to manual pulling.

“We engineered and built G1 based on honest feedback from professionals,” said Adele Hendrix, product manager for Greenlee, Emerson. “We learned being fast wasn’t only about pull speed. From setup and pulling to unspooling the line after – the entire process should be quicker than pulling by hand. Our design delivers that speed.”

 

 

Read More

 

 

SICK SIM10xxAs part of the SICK AppSpace eco-system, the programmable SIM10xx Sensor Integration Machines offer multiple sensor data acquisition and fusion processes, thereby providing space for new application solutions. The acquired data is processed and visualized for important information, for example quality control or process analysis. In addition, the IoT gateway functions enable connection from the edge to the cloud via the Internet in the context of Industry 4.0. The SIM10xx products feature a powerful processor and Ethernet interfaces for cameras and LiDAR sensors. Other sensors can be integrated via IO-Link, for instance for distance and height measuring purposes.

 

Read More

 

Peers & Profiles

  • Prev
Chad Alexander is a Branch Manager with Contact Automation, which provides automation integration ...
Rob Milner is the Canadian National Science, Automation, Optical Gas Imaging & sUAS Manager for ...
EIN sat down with WiRE President & CEO Joanna Osawe to learn more about WiRE and the ...
For the second consecutive year, Paul Hannania was among the 162 professionals and apprentices to ...
Alexander Couckuyt, Director of Operations for Southwire Canada, spent the majority of his ...
Stephanie Medeiros leads ABB Canada’s Electric Vehicle Charging Infrastructure team, as well ...
Electrical Industry Canada had the pleasure of interviewing Matt Davis of Newfoundland Power, ...
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. ...

 

Paul HannaniaBy Blake Marchand

Held from November 7th to 9th in Orlando, Florida, the Ideal National Championships gives electricians a chance to display their skills in a high-level competition. For the first time, the event expanded internationally — over 55,000 electricians from 5 countries attempted to qualify for a chance to compete in the championship event.

For the second consecutive year, Paul Hannania was among the 162 professionals and apprentices to compete in the National competition. 

 

Read More

 

 

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