TGID Newsletters

TGID Newsletters

TGID (Thank Goodness It's Dalton!) Newsletters

Our short and sweet TGID newsletters are emailed every Friday to Dalton distributors. Sometimes you'll find a write up on a new cartridge heater or platen heater application, and other times you'll find tried-and-true selling tips. We also take the time to occasionally spotlight one of our many fine Dalton employees.

One thing you will always find in TGID is our Friday Funnies—this is sure to give you an end-of-week chuckle or smile. We invite you to read, learn, and enjoy TGID!


I received a question after the last Newsletter: "I have always used the term HYGROSCOPIC to relate to the moisture retention characteristics of MgO. Is there a difference in the meaning of HYGROSCOPIC and HYDROPHILIC?"

Hygroscopic refers to the ability of a material to absorb humidity from the air. A hygroscopic substance will actively attract and absorb water, without bonding. A hygroscope, for example, indicates changes in humidity. MgO is hygroscopic.

Hydrophilic refers to substances that absorb water, bonding on a molecular level with water. Magnesium hydroxide forms in the presence of water ... MgO + H2O → Mg(OH)2) ... but it can be reversed by heating it to separate the moisture. Because we have no ceramic core in the Watt-Flex® cartridge heater, we are able to achieve a denser compaction of the MgO. I have actually seen steam come out of the end of Watt-Flex heaters when energized, but usually they will have a breaker on the circuit that registers a short prior to that happening.

Friday Funnies

What's the difference between a hippo and a Zippo?

One's really big and heavy and the other's a little lighter.

Stay Dry !!!2015-10-02

Cartridge heaters use Magnesium Oxide (MgO) for internal insulation ... isolation of the resistance coil from the sheath of the heater. MgO is very hydrophilic ( it has a high affinity for water) and will suck up environmental moisture. When we ship heaters, they are sealed in a plastic bag with a dessicant.

Occasionally, a customer will use the header in the process of insertion into the bore by tapping (or banging) it with a hammer and screw driver. Since the header is welded on one side, this process may cause the header to cock over at an angle, such that it comes in contact with the insulation over the heater terminal. From there, it is simply a matter of time before the woven fiberglass insulation used with hiWhen heaters are stored at your location, it is best to keep them sealed in the bag in which they arrived. But at our customers location, we generally find a different level of care applied to inventory. Heaters are often stuck in a drawer in an open bag after one or two are pulled out. Or they can be pulled out of the bag and placed in the drawer.

A maintenance person may pull the heater out of the drawer some number of months later and install it in the machine, only to find that it trips the breaker, telling him that there is a short. Depending on the sensitivity of his circuit breaker, it could be absorbed moisture that is causing the problem. Simply drying out the heater will solve this dilemma.

This can be done by one of many ways: simply place the heater on a hot/warm surface of the machine for a time prior to installation. Or the heater can be energized at 1/2 voltage ... if it is a 240 volt heater, plug it into a 120 volt (household) circuit for 5 minutes. We had one customer that had problems with very sensitive circuits and shorted heaters ... we suggested that he build a simple box for his inventory room with a 25 watt light bulb in it, running constantly. It was just enough to keep his heaters dry, even in an extremely humid environment. Problem Solved !!!

Friday Funnies

Three elderly gentlemen were talking about what their grandchildren would be saying about them fifty years from now.

'I would like my grandchildren to say, 'He was successful in business' , declared the first man.

'Fifty years from now, 'said the second, 'I want them to say, 'He was a loyal family man'.

Turning to the third gent, the first gent asked, 'So what do you want them to say about you in fifty years?'

'Me?' the third man replied. 'I want them all to say, 'He certainly looks good for his age!'

Header Heads-Up2015-09-25

The straight or right angle header on the Watt-Flex® cartridge heater is designed as a transition piece between the heater and lead wire protection, usually either stainless hose or braid. There is an offset cut into the opening for the heater which allows for heater expansion in the bore. And the header is welded on one side to accommodate this bilateral expansion.

Occasionally, a customer will use the header in the process of insertion into the bore by tapping (or banging) it with a hammer and screw driver. Since the header is welded on one side, this process may cause the header to cock over at an angle, such that it comes in contact with the insulation over the heater terminal. From there, it is simply a matter of time before the woven fiberglass insulation used with high temperature wire will break down.

The other problem is that the beating on the header can cause a cracking or breaking of the weld so that it fails over time, resulting in the header pulling away from the heater (see above). This will contribute to premature failure if there is any movement of the heated work piece.

The solution to this problem is welding the header on both sides. If the heater is longer than 12" (depending on diameter), it will still expand in the bore to the point that contact is not a concern. This "weld-around" technique will provide stability and integrity of the header so that it can take a beating and not be affected. Dalton Electric believes that it is our responsibility to accommodate the customer's application and work in concert with them to eliminate any problems.

Friday Funnies

Regrettable Quotes

Everything that can be invented has been invented.
Charles H. Duell, Office of Patents, 1899

There will never be a bigger plane built.
A Boeing Engineer, after the first flight of the 247, a twin engine plane that carried ten people.

Ours has been the first, and doubtless to be the last, to visit this profitless locality.
Lt. Joseph Ives, after visiting the Grand Canyon in 1861

We don't like their sound. Groups of guitars are on the way out."
Decca Executive, 1962, after turning down the Beatles

With over 50 foreign cars already on sale here, the Japanese auto industry isn't likely to carve out
a big slice of the US market.
Business Week, August 2, 1968

The Customer is Always Right2015-09-11

The phrase "The customer is always right" was originally coined in 1909 by Harry Gordon Selfridge, the founder of Selfridge's department store in London, and is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service. Ironically, the concept generally leads to worse customer service.

Initially, we all must recognize that we know more about our products than our customer do and, when they have a wrong or unreasonable understanding about its use or design, we must set that straight. Your instinct will tell you the optimum way to bring your customer to a proper understanding and how to message a delicate situation.

"The Customer is Always Right" gives an advantage to abusive customers, in that they receive more of your attention and assistance than do your "nice' customers. By assuming that a customer is right when they are not, you are doing a dis-service to them and the best that they can hope for from you is false good service.

And finally, customers are sometimes just plain wrong. Customers will become trusting and committed to you depending on how you handle their misconceptions. Be sure to help them in a way that they understand that your expertise can be an asset to them in the performance of their job and that you are willing to provide assistance at any time.

Friday Funnies

A little girl was watching her parents dress for a party. When she saw her dad donning his tuxedo, she warned, "Daddy, you shouldn't wear that suit."

"And why not, darling?"

"You know that it always gives you a headache the next morning."

Customer Tricks II2015-09-04

Last week we listed a number of customer statements or questions meant to trip you up on the issue of Price of the Heater. I asked for other customer come-backs and received a few spicy ones, but a number of people asked how we counter the Price issue. If you have been reading our Newsletter (Thank Goodness it's Dalton), you know that you must steer your customer or prospect away from Price of the Heater and focus on Cost of Heating.

One distributor sent in a clever story: When a customer tells me a competitor sells a similar heater for less money, what I usually try to do is look surprised and ask when he last purchased a similar heater from the other supplier. He will look through his file or computer and find a date. I will then look impressed and ask if the price was the same the time before that? ... he looks again. Now I have two dates that he has purchased the same heater. It doesn't make much difference to me what the price was or how long it was, I then respond with something like, "well, since our heaters will last two to three times longer than those, our heaters are much less expensive, on top of decreasing machine down time and maintenance time."

Often a conversation will follow that discusses the reality of the longevity of Watt-Flex® cartridge heaters and I often walk out with the order. In my experience the problem with any objection is finding the real reason. Price is a real reason ... an important reason ... but price is only a part of the cost, which is the real consideration when making a purchase. Sometimes it takes some convincing of the customer but the Watflex cartridge has a much lower overall cost as compared with a conventional heater in many, if not, all applications.

Friday Funnies

While taking a routine vandalism report at an elementary school, I was interrupted by a little girl about 6 years old. Looking up and down at my uniform, she asked, 'Are you a cop?' 'Yes,' I answered and continued writing the report. My mother said if I ever needed help I should ask the police. Is that right?' 'Yes, that's right,' I told her. 'Well, then,' she said as she extended her foot toward me, 'would you please tie my shoe?'

Customer Tricks2015-08-28

Customers use all kinds of Tricks to get you to cut their Price ...

"Let's write it up at a lower price this time and, depending on how you perform, we'll see if we can pay more later."

"My boss says that we can only afford to pay $XX.XX per heater."

"We don't care about service and delivery ... the only thing that's important is price."

"Your competitor's quality, service and delivery are as good as yours at a lower price."

"We have to cut down to two vendors ... if you want to be one of them, you will have to cut your price."

"If I am going to cut my long-term vendor, I'll need a good reason. If I am going to use you, you'll have to cut your price."

"The people in the shop don't see any difference between your products and your competitor's lower priced products."

And then, they will occasionally walk out on a deal, "just to teach you a lesson."

Do you have any experience with any (or all) of these tactics? ... Or maybe a different tactic. We would love to hear about your experiences.

Friday Funnies

Maurice, aged 87, was very contented living in the Alpha Nursing Home just outside Stubbington, Hampshire, England. After meeting Edna, 76, he grew even happier and fell deeply in love. Only yesterday Maurice plucked up the courage, got down on his knees and told her there were two things he would like to ask her.

Edna smiled and replied, 'Alright.'

Maurice asked softly, 'Will you marry me?'

Delighted, Edna answered him, 'Yes.' She then asked Maurice what his second question was.

He replied, 'Edna, will you please help me to get up?'

Extrusion Dies Again2015-08-21

This was a response from a distributor to last week's Newsletter about Extrusion Dies:

"Once when working with an extruder who was having problems I found that they were controlling the film thickness by controlling the temperature of the die. There were 80 some odd cartridge heaters across the face of the die. Lasers were constantly monitoring the thickness of the film at many locations across the face of the die and those thicknesses controlled the temperature of the individual heaters through a thermal feedback loop. It actually worked and it gave them extremely precise control of thickness."

Note: I believe that he is referring to a die like the one shown below. The 1/4" cartridge heaters extend through the rods on the face of the die. The heating or cooling of the rods caused expansion or contraction, opening and closing the lip of the die.

"They did however have a problem with reaction time. There was a laser and controller for each heater. They were using standard cartridge heaters, I supposed that the reaction time was slow because of the unheated tip of the heaters. We tried several zones with Wattflex and the problem was solved. The other important part was that the relatively low temperature of the die meant that the Wattflex would likely never fail. It worked like a charm."

Friday Funnies

Siamese twins walk into a bar in Canada and park themselves on a bar stool. One of them says to the bar- tender, "Don't mind us; we're joined at the hip. I'm John, he's Jim. Two Molson Canadian beers, draft please."

The bartender, feeling slightly awkward, tries to make polite conversation while pouring the beers. "Been on holiday yet, lads?"

"Off to England next month," says John. "We go to England every year, rent a car and drive for miles ... Don't we, Jim?" Jim agrees.

"Ah, England !" says the bartender. "Wonderful country... the history, the beer, the culture..."

"Nah, we don't like that British stuff," says John. "Hamburgers and Molson's beer, that's us, eh Jim? And we can't stand the English - they're stuffy and we can't understand a word they are saying."

"So why keep going to England ?" asks the bartender.

"It's the only chance Jim gets to drive."

Extrusion Dies2015-08-07

Extrusion machines can be fitted with a variety of dies. A continuous sheet of plastic employs the use of a sheet die, sometimes called a hanger dies, due to the clothes hanger shape of the plastic channel to the extrusion lip of the die. The die must be heated to keep the plastic viscous and this is accomplished by cartridge heaters.

Heaters are installed from the back of the sheet die, extending toward the lip of the die where the plastic is released as a sheet. The Watt-Flex® cartridge heater has several distinct advantages over conventional cartridges. The hot tip feature of the Dalton heater gets more responsive heat to the end of the bore and the lip of the die for greater production control.

And the sheet die generally has a closed bore, sometimes with a small knock-out hole for stuck heater removal. The Watt-Flex heater will expand in the bore for better heat transfer and contract for ease of removal. Better performance and no seized heaters ... the Maintenance Manager will soon be your best friend !!!

Friday Funnies

From a distributor in the U.K.:

I was listening to Garrison Keillor on our national news radio programme yesterday morning talking about his quitting as the host of 'A Prairie Home Companion' after 40 years. They played a clip from the show which made me laugh, although it's probably a very old routine.

Her- 'Oh I love you, I love you'

Him- 'Is that you or the wine talking?'

Her- 'It's me talking to the wine'

Have a great weekend!

Thoughts to Sell By2015-08-07

Make yourself necessary to somebody ... Ralph Waldo Emerson

A helping word to one is like a switch on a railroad track ... an inch between wreck and smooth rolling prosperity ... Henry Ward Beecher

Flattery is all right so long as you don't inhale ... Adlai Stevenson

A ball player's got to be hungry to become a big-leaguer. That's why no boy from a rich family ever made the big leagues ... Jo DiMaggio

He who desires but acts not, breeds pestilence ... William Blake

Friday Funnies

One night at Cheers, Cliff Clavin said to his buddy, Norm Peterson:

"Well, ya see, Norm, it's like this.. A herd of buffalo can only move as fast as the slowest buffalo. And when the herd is hunted, it is the slowest and weakest ones at the back that are killed first. This natural selection is good for the herd as a whole, because the general speed and health of the whole group keeps improving by the regular killing of the weakest members.

In much the same way, the human brain can only operate as fast as the slowest brain cells. Excessive intake of alcohol, as we know, kills brain cells. But naturally, it attacks the slowest and weakest brain cells first.

In this way, regular consumption of beer eliminates the weaker brain cells, making the brain a faster and more efficient machine! That's why you always feel smarter after a few beers.

Let Us Help You2015-07-31

Please !!! We have questions poised to us all the time that have not enough information, faulty assumptions or are the product of poor design. This week we were asked why a platen had an 80 degF difference from end-to-end. We were given the size of the platen and the number of heaters in it. As we looked at the heaters supplied, we saw that they were 1" shorter than the platen. There was no insertion stop, so we don't know how far they were inserted and what was the impact of the cold terminal end.

At Dalton Electric, we live for the opportunity to design the perfect heater to produce the optimum heat in any application. Obviously, the front end of the design is the most desirable place for specification and, armed with complete requirements and sizes, we can succeed every time. But if you have questions about existing applications, by all means, send them along.

Please let us help by providing the information about an application. We know you do a great job specifying heat, but I'm quite sure that we can contribute a couple of factors that you might not have considered. Optimizing tolerance impact, suggesting an appropriate wattage distribution, designing a temperature monitoring scheme or dealing with extreme heat are all Dalton Electric areas of expertise. Call your Regional Manager or the Dalton office for an assist on any project ... you will find us most willing to help.

Friday Funnies

"Without question, the greatest invention in the history of mankind is beer. Oh, I grant you that the wheel was also a fine invention, but the wheel does not go nearly as well with pizza."
... Dave Barry

When we drink, we get drunk. When we get drunk, we fall asleep. When we fall asleep, we commit no sin. When we commit no sin, we go to heaven. So, let's all get drunk and go to heaven!"
... George Bernard Shaw

Trial Close... Once More2015-07-24

I thought we were done with the subject of the trial close, but I received a couple of emails asking about trial close examples. The secret to the trial close is that it is an opinion-asking question and not a decision-asking question:

The even temperature profile produced by the continuous coil is a big advantage in a sealing bar. Do you think it will make a big difference in your packaging machine performance?

Do you think that eliminating bore seizure will result in major savings in maintenance time?

We've talked about the hot tip, even temperature profile, heater expansion for better heat transfer and contraction for warranted removability. Which of those features do you think provides the biggest benefit to you?

All of these questions will guide you in your understanding of your prospect's interest and acceptance of your proposal. They involve the customer in the discussion and provide the opportunity for him or her to reveal the path to success. And they will bring you to the point where you know that it is time to close.

Friday Funnies

Sometimes, after playing golf, I reflect on all the beer I drink, I feel ashamed. Then I look into the glass and think about the workers in the brewery and all of their hopes and dreams. If I didn't drink this beer, they might be out of work and their dreams would be shattered. I think, "It is better to drink this beer and let their dreams come true than be selfish and worry about my liver."
... Babe Ruth

"I feel sorry for people who don't drink. When they wake up in the morning, that's as good as they're going to feel all day."
... Winston Churchill

Trial Close (Continued)2015-07-17

A trial closer is almost always more successful than a straight closer, because they flush out the prospect's thoughts and feelings about their presentation. Last week we stated that the trial close is an opinion-asking question rather than a decision-asking question. Therefore, the trial close does not risk a final "NO", rather acting like a report card on how the prospect is accepting your solution to needs expressed.

Watch for buying signals from the prospect with the trial close. You may sense a change in attitude and a warming up to your presence in their office. He or she may lean forward, change vocal tone and expression and follow with a question about your product. When you sense this degree of interest, it's time for a trial close.

The purpose of the trial close strategy is to help you know when to close the order. If the response is extremely positive, you may know that it is time to move right to the close. If the trial close is met with a chilly or negative response, you will understand how to continue. Trial close early and often and work toward your prospect's peak readiness with the close as the logical end of the discussion.

Friday Funnies

A nursery school teacher was delivering a station wagon full of kids home one day when a fire truck zoomed past. Sitting in the front seat of the fire truck was a Dalmatian dog. The children began discussing the dog's duties.

"They use him to keep crowds back, "said one youngster.

"No," said another, "he's just for good luck."

A third child brought the argument to a close. "They use the dogs," she said firmly, "to find the fire hydrants."

Trial Close2015-07-10

In our competitive marketplace, there will be no sale unless the prospect trusts you, the prospect sees what's in it for him or her, and the prospect accepts your benefits and solutions. Trial close questions are one of the very best ways to determine what they think about your product. Unfortunately, this technique is one of the most underutilized strategies in selling.

A trial close is any attempt to start closing the sale before completion of the selling process. The purpose of the trial close is to see how near the prospect is to buying. It is a low-risk strategy that measures the prospect's desire and tells you what you need to adjust to make the sale.

The trial close is always an opinion-asking question as opposed to a decision-asking question. For example, "Which of the benefits of our heater is most important to you?" or "Do you think that eliminating bore seizure will make a big savings in maintenance time?" Securing the answers to opinion questions will help you control the direction of the interview and align yourself with the needs of the prospect.

Congratulations to the
U.S.A. Women's Soccer Team
for winning the World Cup !!!

Friday Funnies

Rosa and Arthur, now well into their 80's, went to breakfast at Bert's Café where the "seniors' special" was two eggs, bacon, hash browns and toast for $2.99. 'Sounds good,' murmured Rosa. 'But I don't want eggs.'

'Then I'll have to charge you three dollars and forty-nine cents because you're ordering à la carte,' the waitress warned her.

'You mean I'd have to pay for not taking the eggs?' Rosa spluttered.

'Yes.' stated the waitress.

'I'll take the special then.' Rosa eventually decided, smiling at Arthur.

How do you want your eggs?' the waitress asked.

'Raw and still in the shell,' Rosa answered with a glint in her eye. Rosa took the two eggs home.

Moral of the story: You can't keep a good old'un down.

4th of July2015-07-03

In June of 1826, Thomas Jefferson sent a letter to Roger C. Weightman, declining an invitation to come to Washington, D.C. to help celebrate the 50th anniversary of the Declaration of Independence. It was the last letter that Jefferson, who was gravely ill, ever wrote. In it, Jefferson says of the document:

"May it be to the world, what I believe it will be ... the signal of arousing men to burst the chains ... and to assume the blessings and security of self-government. That form, which we have substituted, restores the free right to the unbounded exercise of reason and freedom of opinion. All eyes are opened, or opening, to the rights of man. ...For ourselves, let the annual return of this day forever refresh our recollections of these rights, and an undiminished devotion to them."

On this 4th of July it is my fervent hope that we forever maintain that devotion to the freedom that we have enjoyed in our lives. And it is my prayer that our society and our leaders commit to the well-being of a government that both can and will continue to support the rights and freedom of all. Happy Independence Day to you !!!

Happy 4th at Dalton Electric !!!

The Internet2015-06-26

About 35+ years ago, some enterprising professor at the University of Connecticut figured out a scheme to realize some income for the school. He wrote a letter to a large number of companies, stating that if they provided a few "keywords", he would mail (postal) them a series of scholarly articles about that subject. At the time I was doing some research on the effect of silver migration in printed membrane switches. From the keywords of 'silver' and 'migration', I received an envelope of articles about the color spectrum of silver, bird migration and several helpful articles about silver migration. Little did I know, this was the raw beginnings of today's internet.

The internet has grown to affect every business in a significant way ... a fact which came to bear full force at the end of last week at Dalton Electric. One of the desktops in the office caught a virus and began sending out spam. By the time we had cleaned the virus, we found our URL on a blocked list by an organization called Spamhaus. The majority of Dalton Electric emails were blocked from delivery ... this Newsletter, Quotes, Order Acknowledgements and simple communications were blocked.

Communication to and from our company is of paramount importance. We pride ourselves on returning quotes quickly so they can get to customers immediately. Order Acknowledge- ments go out on the day that a qualified order is received. If ever you do not receive a quick response from Dalton, assume it is a glitch in internet transmission and send it again. Open communication will ensure our mutual success.

Friday Funnies

A man in a hot air balloon is lost. He sees a man on the ground and reduces height to speak to him.

"Excuse me, can you tell me where I am?"'

"You're in a hot air balloon hovering thirty feet above this field," comes the reply.

"You must work in Information Technology," says the balloonist.

"I do," says the man, "How did you know?"

"Well," says the balloonist, "Everything you told me is technically correct, but it's no use to anyone."

"You must be in business," says the man.

"I am," says the balloonist, "How did you know?"

"Well," says the man, "You don't know where you are, you don't know where you're going, but you expect me to be able to help. You're in the same position you were before we met, but now it's my fault."