LEADER.COM
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LETTER FROM THE EDITOR

Finally we’re in the last stretch of winter, and spring will be arriving soon. When we think of spring, we also think of summer, warm sunny days, and our renewed energy.

In order to help prepare you for the upcoming warmer days, we’ve put together a leader.com that will ring out the last days of winter : a few words on evaluations, budgets, and questions that help us realize that 2004 is in full swing; a small note on the importance of customers, along with a few statistics to help convince us of that; travelling tips which will help us think of vacations; and a reminder to fill out our survey. Finally, we have our monthly article about one of our distributors. This month we present you to Reparation Electric Montmagny, who in 2003 celebrated their 25 years in business.

Signed,
Luc Turcotte
Editor

MONTHLY CARTOON

In today’s fast paced and very competitive business world, what makes the biggest difference between companies is probably the biggest factor for a company’s success : the people.

Bleutec’s clients not only buy a wheel or caster, they choose us for our service and our team’s knowledge and competence. For this reason, at the start of a new year, everyone at Bleutec gets to sit down together to analyse the previous year’s results, to discuss the year’s budgets, and together we try to come up with ways to be more efficient and effective.

Evaluations are an essential part of Bleutec’s evolution, and they are used as a tool to assess each one’s abilities, to work on one’s weaknesses, and to prepare for the challenges of tomorrow.

Bleutec’s mission is to be the leader in the world of wheels and casters. Therefore, we count on you for your suggestions and comments to help us stay focused on our mission.

Luc Turcotte

CUSTOMER SATISFACTION

In last month’s leader.com, I mentioned that I was to have the second part of my expander article, but I didn’t get the pictures and information that I needed, so I thought I’d write about customer satisfaction instead…

I like to think that I’m like most people on the face of this planet: I sometimes need to be reminded of the things that I already know. So here is something about customer service that ended up in my “TO READ FILE’’ a while ago that I thought I’d share with you. (Please see my article on travelling tips to learn more about my “TO READ FILE’’).

It is six times more costly to attract new customers than it is to keep existing ones
An unhappy customer will talk with 8 to 10 other people about a bad experience with your company
70% of your customers will give you repeat business if you solve a problem in their favour
If you resolve a problem on the spot, 95% of customers will give you more business
Out of those customers that do stop dealing with you, 68% do so because of negative attitude or indifference to their needs.

To summarize, all these facts converge toward CUSTOMER SATISFACTION.

CUSTOMER SATISFACTION = SUCCESS FOR EVERYONE !

Frederic Lagace

DON'T FORGET TO WRITE US...

I seldom take the time to read the business magazines or the copied articles of various subjects that land on my desk. In fact, I used to pile them up for a while and end up tossing them into the recycling bin without even looking at them.

Is this also your case?

If so, here’s a suggestion: the next time you receive a magazine or a laborious e-mail that you just feel like deleting, quickly scan it for what interests you, cut out articles or print the e-mails. Then keep all those articles in a file labelled ‘’TO READ’’, and when you travel, you can read while you wait for your flight or while you’re in your hotel room! Keep what you like and toss out what you don’t.

I found this to be an excellent way of reading through things I normally didn’t take the time to read before.

Who knows, our LEADER.COM may very well find its way into your ‘’TO READ’’ file!

Happy reading !


Frederic Lagace

SURVEY

We need your help!

Again this month, we’re asking you for your help by filling out our survey. By completing the survey, (please go to our web site and click on survey) you’ll have a chance to win a pair of hockey tickets to a Canadiens home game, or a $100.00 gift certificate. Also, you’ll be helping us to give you an even better leader.com

It only takes a few minutes to fill out, and we will have the name of the winner in our next edition. Good luck!

Nancy Allen

This month, we present to you another one of our distributors.
Reparation Electrique Montmagny was founded in 1978. They are specialized in the sales and repair of electric motors, water pumps, tooling, starters and alternators, and industrial equipment. REM holds a large inventory to answer their customers’ needs. Their customer base consists of small and large businesses, industrial distributors, and diverse departments of public works.

They are known for the quality of their service and products, and distribute the following: US Motors, Baldor, Weg, Bleutec, Nachi, KML, Jason, Walter, Hitache, Hydromatic, Jacuzzi. Due to the knowledge and reliability of their employees, along with being a member of EASA, REM has made itself one of the top businesses in its region.

Luc Turcotte