Editor’s Note / Contents
EDITOR Deborah Eales E-mail:
deales@datateam.co.uk Tel: 01622 699198
PUBLICATION& EVENTSMANAGER Mike Gammon E-mail:
mgammon@datateam.co.uk Tel: 01622 699142
SALESMANAGER John Wilson E-mail:
jwilson@datateam.co.uk Tel: 01622 699127
PRODUCTIONMANAGER Claire Noe E-mail:
cnoe@datateam.co.uk Tel: 01622 699164
CIRCULATION ENQUIRIES E-mail:
datateam@pmps.info Tel: 01825 749900
PUBLISHINGDIRECTOR Hannah Dedman
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A man without a smiling face must not open a shop… T
he headline above is an old Chinese proverb and as a consumer, it resonates
with me. Most of us have been on the receiving end of poor customer service and it leaves a bad taste, doesn’t it? When it came to replacing my bathroom, I avoided one well-known DIY chain like the plague – simply because they’d previously let me down on a delivery – not by days, but by MONTHS (and they’d held on to my money, of course)!
Experiences like this tend to stick and, like me, customers will vote with their feet. But what constitutes good service for one customer might mean poor service for another.
For example, if you’re in a rush, and you get stuck behind someone who wants to pass the time of day with the guy on the check-out, it can be very frustrating. However, the customer in front of you (who seems to have all the time in the world), thinks the check-out guy is great – he’s lavishing attention on him and sounding interested in his idle chit-chat.
You can’t win ’em all, but creating a
positive experience for every kind of customer, every time, is a step in the right direction.
Mahatma Gandhi once said: “A customer is the most important visitor on NEWS
6 INDUSTRY NEWS Market and industry update
12 INSTALLATION NEWS Case studies from around the industry
FEATURES ELECTRIC WATER HEATING
21 A sunny outlook for solar thermal products 33 The advantages of instantaneous hot water
WIRING ACCESSORIES
25 Design-led accessories deliver for consumers HOME AUTOMATION
37 Get smart wiith heating controls ELECTRICAL WHOLESALER AWARDS 2015
29 Excitement builds for this month’s awards night REGULARS
5 INDUSTRY COMMENT
MAY 2015 VOLUME 54 NUMBER 05 Electrical Wholesaler is
www.ewnews.co.uk
proud to support the Electrical Industries Charity
10 COVER STORY 15 EDA UPDATE 15 ELECTRICAL INDUSTRIES CHARITY 17 INDUSTRY COMMENT – SCOLMORE 18 INDUSTRY COMMENT – CK TOOLS 31 INDUSTRY COMMENT – HELLERMANN TYTON 41 COMPETITION (SCOLMORE) 43 PRODUCT FINDER 48 RECRUITMENT 51 BUYERS GUIDE
May 2015 electrical wholesaler | 3
Deborah Eales Editor
deales@datateam.co.uk
our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”
Makes you think, doesn’t it? Customer service is something that was
given due consideration when we judged the Electrical Wholesaler of the Year and Branch Manager of the Year categories in our EW Awards, which will be announced this month.
All of the the award winners will be
revealed both on our website and in our next issue and if you will be attending the awards night dinner, do come and say hello to me and to the rest of the team.
Thank you to everyone who took part
this year and, of course, to our sponsors. The response was amazing.
See you next month,
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