Communication for supervisors

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Communication for supervisors
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Practical example

• Eddie Comfort contractor (ECC)
• In order to situate the workshop into every day
• life, it was decided to take Eddie Comfort
  contractor as a
• practical example. George is the supervisor and
  electrical
• engineer, together with ten other employees in a
  number
• of districts in .. Management has asked him to
  think
• about a number of questions to which they want
  answers.
• How customer-oriented do we carry out our work?
  Where
• can we place our company? What is the competition
  doing,
• where do we want to see our company in the
  future? How
• will we achieve this? And what will be necessary
  to reach
• Our objectives? Questions every electrical
  engineer asks
• himself from time to time.

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(ECC) View on the organisation and surroundings

• Eddie Comforts point of view on the electrical
• contractor branch
• Large number of small and medium-sized companies
  and a small number of large companies ECC is a
  small player.
• Broad product line-up versus specialised ECC
  supplies a limited assortment
• New players with full-service concept ECC does
  offer service but no full-service
• Influence of social and political developments
  ECC hardly takes these into account
• In many cases more yield from the client as of
  yet not enough for ECC

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(ECC) Client-oriented work approach

• Current situation at ECC
• Eddie Comfort is used to clients calling him. He
  doesnt take any initiative to approach new or
  existing clients. And why should he?
• His brother Willem is active in the private car
  business. Client relationships are actively
  maintained there. Willem says that you can gain a
  lot by taking the initiative yourself and to
  think along with your clients
• Eddie Comfort decides to take stock of his
  activities and which areas could be profitable.
  With that knowledge he might become more
  proactive in approaching clients!

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(ECC) Eddie Comfort contractor

• The company
• Founded in 1964 (2nd generation) and is located
  on an industrial estate near residential areas
• Service of prime importance not always succeed
  in this
• ECC employs 10 people
• 2 in internal service (planning and
  administration)
• 2 service engineers (1 highly experienced, 1 in
  training)
• 4 electrical engineers (1 highly experienced, 2
  experienced, 1 in training)
• 1 supervisor
• Work area districts with a total of
  20,000 households

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(EEC) Eddie Comfort contractor

• Company continued
• ECC supplies 2,700 households
• Many dual-income households with children
• Buildings from the 30s, 50s and 70s
• ECC has/ offers
• A show room
• 24/24 hours service
• Service contracts

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(EEC) Client-oriented work approach

• George has been given a checklist by his
• management which should help him map
• out the current situation of the company
• and look ahead to the companys future.
• This checklist addresses the following topics
• Mapping out his company and surroundings
• What will change in the future?
• How will I react to these changes?
• How will I achieve these changes?
• What are my priorities?
• What concrete actions should I take?

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(ECC) Eddie Comfort asks himself what are my
company objectives?

• Objectives
• I would like for instance
• To become the largest contractor in ?
• Grow from 1,500 maintenance contracts to at least
  2,300 in two years time?
• To increase the number of safetyy systems to be
  installed from 50 to 75 on an annual basis?
• Examine the possibilities of innovative products
  like solar boilers and PV systems, or heat pumps
  in the long run?
• Look into innovative services like MOT and Energy
  Performance advice?
• Or, ?

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(ECC) The checklist used by ECC

• The line of approach
• The work area
• The competition
• Clients
• Products and services range
• The sales process
• Analysis of the internal organisation
• The employees
• Suppliers of systems and materials, etc

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Client-oriented work approach checklist
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Client-oriented work approach checklist
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Client-oriented work approach checklist
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Client-oriented work approach checklist
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Client-oriented work approach checklist
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Client-oriented work approach checklist

• Work area
• What is changing?
• Clients regard service and advice as something of
  a matter-of-course
• Client becomes more and more knowledgeable
• ..clients from a total of households
• low income
• much council housing ? sale to tenant
• relative many senior citizens
• Competition
• What is changing?
• In the future competitors X, Y and Z will also
  start to focus

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Client-oriented work approach checklist

• Clients
• What is changing?
• More client-oriented approach
• Client-oriented solutions
• Think along with client
• Comfort packs included in range
• Equipping of heat store
• Plan actions focused on canvassing new clients
• Own organisation
• What is changing?
• Specific preparation
• Listening to the client
• Introduce structure/lay down agreements
• See to good internal communication

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Client-oriented work approach checklist

• Employees
• What is changing?
• Attention to both technical and commercial
  skills
• Suppliers
• What is changing?
• New supplier
• Increase number of . placed
• Start up buying association

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Practical example of energy-saving solutions The
offer (1st alt.)
Mr. . Address Town. Place.,Date.
  Subject  Energy Performance Advice
offer Dear Mr. ., Further to our telephone
conversation of .last, concerning the
offer made with regard to the intended conversion
of your terraced house. During the conversation
you indicated among other things that the house
has a 24-year-old central-heating boiler and no
double glazing. We think that we can offer you a
number of interesting energy-saving
options. Eddie Comfort contractor has a nose for
matters that are important to our clients. We
therefore advice you to first have an Energy
Performance Advice report drawn up. Energy
Performance Advice entails the mapping out of
your specific situation by one of our certified
service engineers. Subsequently, an advice report
will be made on the basis of his findings. This
advice report lists all energy-saving
possibilities and the financial consequences,
including the savings these alterations will
yield Should you agree to an Energy Performance
Advice, we can offer you the following. Energy
Performance Advice aaa You can then decide if
you wish to have the advised alterations carried
out and by whom. As you can understand, we would
gladly be of service to you. I herewith hope to
have made you a fitting offer . Yours sincerely,
Mr. General manager Appendix - Energy
Performance Advice explained
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Appendix Energy Performance Advice (EPA)
explained

• EPA stands for Energy Performance Advice.
• This EPA report on more efficient energy use in a
  residence was made by a certified service
  engineer. An EPA report includes recommendations
  on measures like double glazing, high efficiency
  boilers or cavity wall insulation. In addition,
  it lists the costs of these measures, how much
  gas and electricity will be saved and in how much
  time these investments will be recovered.
• Energy Performance Advice report
• Is advice intended for existing housing
• Is advice on energy-saving measures for
  individual buildings
• Is written and verbal advice

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Appendix Energy Performance Advice (EPA)
explained

• The EPA-report made by a certified adviser
  includes the following
• Description of your house
• Your current energy use
• Calculation of the expected savings
• The possible comfort increase
• Outline of the costs

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Reply card for Energy saving
To.. Address.. Town

• Send me more information about
• EPA (Energy Performance Advice
• Products and services
• Please contact me to make an appointment
• By telephone
• By e-mail