Market Flashcards
Why is it important to teach apprentice about marketing even though that’s the manager and owner responsibility
It is important to teach apprentice about marketing because it gives the proper tools such as performance behavior and appearance for them to keep and obtain customers
What did Dr.Peter Drucker mentioned how customers view a companies
The view a company as marketing is everything that company does.
What is the definition of a customer
Is a person or organization that pay for the service performed
What is the service that a customer pays for a functional system in accordance with the wishes of the customers
Such services are
-Integrating materials
-products
-methods
-tools
equipment and human resources
What is the overall image based on how the customer view us
Appearance and Behavior
What are the ten commandments of customer relations
Our customers are our most valuable asset and the most important people in our business.
Our customers are not dependent upon us; we are dependent upon them. They do not owe us any favors.
Our customers are the purpose of our work. Without them there would be no jobs.
Our customers are not just names or numbers on our books. They are real people who have a right to be satisfied.
Our customers do us a favor when they do business with us. We owe it to them to see that they are completely satisfied.
Our customers are not intruders, but a very necessary part of our business.
Our customers are free to take their business wherever they wish, and we should encourage that right whenever we fail to satisfy them.
Our satisfied customers are ambassadors of good will for our company.
Our jobs depend not only on getting new customers but also on keeping all our customers satisfied with everything we do on their behalf.
Satisfied customers are the life of our business and careers. Without them there would be no electrical contracting industry and no jobs for electrical workers.
What are the group of people interested in the company apart from the customers and employees
Bankers, Suppliers and Owners
Who has the responsibility to please all these people who are invested into the company
The managers
What is the hardest thing to convince a customer
The lowest price is not the best price
what does law come in place when bidding for public jobs
the job goes to the lowest bid
when does a customer pays quality work
when they are oriented to it
in what way an apprentice needs to contribute to a job
to meet the schedule and budget of the job
what is the excuse use for shoddy or poor-quality work.
There never seems to be enough time or money to complete the job
What is mandatory in every job regardless of budget and schedule
Good quality workmanship and technical skills
What is “given” expected and deserve to every employer
professional skill
What is expected of an apprentice for good behavior
to be at the work site and ready to work on time and be diligent in their work while there
Keeping the work area organized and tools in good condition and stored correctly are other aspects of behavior
complete this phrase An honest day’s work
for an honest day’s pay is the rule
what is the personal behavior that an apprentice needs to follow
Obscene language, drinking, drugs, and outbursts of temper are not pleasant or desirable at any time on the job. Being friendly and polite to other workers, especially while around anyone who represents the customer on the site, is a general rule. It is not always clear who might be watching or listening, so it is wise to be on best behavior at all times.
if in doubt who you ask
lead journeyman or foreman for some guidance on the behavior that is expected.
what is expected from an apprentice when it comes to appearance
apprentices will be expected to observe certain standards of cosmetic physical appearance on the job. Cosmetic appearance means those aspects that are put on, that is, clothes and working gear. Being reasonably clean and alert are minimum standards. While it is difficult to specify minimum standards of appearance because of the wide variety of working conditions one will encounter on the job, it is always possible to assume that appearance is a reflection of self interest and pride in oneself and in the work done. Avoiding any addictive substance is also a “given.”
What contribute to customer satisfaction
performance, behavior and appearance
What is good customers service tied with
Satisfied employees
What does good employer know
Taking care of their employees is taking care of business
To have a profitable business employer must be….
in love with company they work for
for the company to enjoy customer superiority
it needs to have loyal, motivated employees
What does a manager need to provide to have motivated employees to do there job better
-Good supervision
-Good communication
-Good working conditions
-Adequate compensation
-Professional policy administration
-Job security (when possible)
-A sense of achievement
-Recognition for accomplishment
-Involvement and participation in work planning
-A means for advancement
What does NECA provide to the apprentice that other companies doesn’t provide
They offer an extensive management development courses and programs for its members that help make them better employers
What does statistic show about buyers of NECA services
NECA member services in contracting are rated higher than any other contractor and they provide outstanding services such as administration, capability, integrity, quality, reputation, and service
In order for NECA members to compete they need these 3 traits
they must give up some income in order to get work, learn how to negotiate for a higher price that will reflect the value added by their extra service and investment, and get higher productivity to offset the extra cost.
