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

  • Prev
ABB recently won an order of eBus charging solutions to support TTC as it modernizes its service ...
A consortium of Canadian energy organizations has been shortlisted to develop the electricity ...
Skills Ontario Summer Camp is a week-long day program for kids entering Grades 7-9.   ...
  Glen Dimplex Americas is proud to announce that its Vancouver facility was recently ...
May 13 to 19 is Powerline Safety Week in Ontario, which is meant to inform people across the ...
Divisional Lighting Manager Salma Siddiqui, the initiative will focus on making Westburne the ...
As of April 30, Natural Resources Canada has new dry-type transformer energy efficiency ...
Ontario Power Generation (OPG), in partnership with the Six Nations of the Grand River Development ...
The Energy Council of Canada has chosen of Fort St. John, BC Mayor Lori Ackerman as Canadian Energy ...
The winners of the New Products Competition at the MCEE 2019 trade show were announced tonight; ...

Electrician Forum Brought to you by Schneider Electric

As industry experts you know the products you use everyday better than anyone and should have input on what information you receive about products and what could improve them.

Therefore, we want your insight on the biggest challenges or issues you face when installing loadcentres, breakers (CAFI, GFI's…) and other surge protection devices. We ask that you do not provide product specific details but rather your general issues and concerns or any questions that have come to mind while working with these product types. Provide us with your valued expert insight into the issues you have faced so manufacturers can better inform you about the installation and use of these products. Lets generate some discussion that will help guide the Industry.

Make your comments  HERE

 

Lovato EFCLovato Electric Corporation was founded in Canada in 2007 and is a subsidiary company of Lovato Electric S.p.A., which was originally founded in 1922. Based in Laval, Quebec, Lovato manufactures energy and automation products. The company has joined EFC’s Industrial Controls product section.

They stock over 1,800 products for Motor Control & Protection, Control & Signalling, Circuit Protection & Isolation, Automation & Control and Energy Management.



Read More

 

 

 

 

ABB Eco FactoryABB has an extensive portfolio of eco-efficient solutions and services that can help decouple economic growth from environmental impacts. In fact, over half of ABB's worldwide revenues are generated by technologies that combat the causes of climate change. The company’s goal is to increase this contribution from 57 percent in 2018 to 60 percent by 2020.

The company’s commitment to combatting climate change includes limiting the environmental impact of its own operations. ABB’s current target for climate action is to reduce its own GHG emissions by 40 percent by 2020 from a 2013 baseline.



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 ...

 

Keith SonesBy Keith Sones

Some days it’s hard to find happiness in what can be a gloomy world.

Pick up a newspaper or scan your preferred electronic newsfeed and you’ll likely see a series of dramatic headlines, proclaiming the end of our planet as we know it. The global population explosion will soon have us unable to feed ourselves. The oceans will rise significantly in a matter of a few decades, leaving untold billions of people stranded and homeless in the aftermath. Political scandals have become normalized, with a parade of elected officials having their transgressions regularly revealed on the front pages.

Read more about Finding The Answer......

Lighting LEEDThe Rivierè-des-Mille-Îles Park encompasses an array of natural forest, waterways, marshland and shoreline in the city of Laval, Quebec. With its exceptional biodiversity, it’s a unique natural attraction for the city, and welcomes over 150,000 visitors annually.

The Exploration Centre is the latest addition to the park and was built as the main visitor welcome area. The pavilion stands out with its modern and avant-garde architecture, and magnificent view of the nearby river.

 


Read more about Lighting Design...

 

 

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
Created with the future in mind by pushing the boundaries of the current landscape of recessed ...
Meet Soraa HEALTHY, the world’s first and only blue-free LED lamp that creates light ...
Explosion-proof lighting or hazardous locations luminaires are used in environments where ...
Power management company Eaton has launched a frequency response energy solution, called Energy ...
Designed for retrofit and new construction, Evolution Series 6” Poke-Thru devices ...
The MiniFlex Model MA114 is a compact flexible AC current transformer composed of a 14-inch ...
This new range of PINET concealed internally mounting parallelogram hinges was launched ...
Don't just rely on pen and paper for your maintenance and safety inspection. Add this ...
Whether you need to eliminate the surprise of an accidental battery connection, or have visual ...
AIS designed LED high bay lights and LED low bay lights to address the varied lighting ...

 

Fluke Insulated Hand ToolElectricians and facility maintenance technicians should ideally work on de-energized electrical equipment, but that isn’t always possible, so their hand tools should provide as much protection as possible. The new Fluke1000 V Insulated Hand Tools are designed to keep workers safe in hazardous areas and are rugged enough to use in the toughest environments without breaking.

Fluke Insulated Hand Tools are manufactured using state-of-the-art German steel to Fluke’s exacting standards for quality, ruggedness, and reliability. 

 


Read More

 

 

Maxlite TrimaxMaxLite has earned a U.S. patent for the innovative linking design features of its TriMax Vapor Tight fixture. This patent, issued as U.S. Patent No. 10,168,012, brings the number of MaxLite’s issued and pending patents worldwide to 106, a testament to MaxLite’s focus on developing cutting-edge innovation.

The TriMax is engineered with connections at the top of the fixture that maintain a hermetic seal when two or more 4’ fixtures are linked together. By simply snapping a toolless connection bracket into place, installers can uniquely create an IP66 rated lighting solution that is 8’ or longer. 

Read More...

 

Peers & Profiles

  • Prev
Mark Unsworth is an electrical engineer with over 35 years of experience in project management, ...
Manygo Ho is an electrical designer with AECOM’s Buildings and Places group. Manygo designs ...
Don Neigel is Manager of the CSA-certified panel shop at Delta, BC’s Optimil Machinery. ...
New Brunswick Power recently struck a deal with Joi Scientific to develop an innovative technology ...
The Shock Doctors is an electrical contracting company operating out of Orillia, Barrie and ...
Michael Gindalang works for Dupar Controls as a panel builder for the elevator and keypad industry. ...
Energy Efficient Lighting is a LED lighting manufacturer with nearly 30 years of industry ...
Matt Stanson is a master electrician with over 30 years of experience. He now leads a team of ...
After eight months, 263 events, 17 broken clocks, and thousands of competitors, Ideal ...
The National Electrical Trade Council (NETCO) is an industry-funded, not-for-profit organization ...

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