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!

The Big Picture2015-12-04

Over the past couple of weeks we have been working with a distributor on a replacement for an existing design of a cartridge heater. We have had several meetings at Dalton Electric to design the best transition from heater to connecting wire, given apparent existing conditions of wire movement and contamination. We went through the process of sampling the heater, only to be told that the header we designed will not fit through a restrictive hole near the mounted heater.

So the project becomes rushed because we did not understand the whole picture. Now that we have an assembly drawing, we have been able to incorporate a newly designed header to accommodate the physical restriction. How could this delay have been circumvented? Designing in a vacuum can be prevented by an assembly drawing which shows the application and all of its physical constructs.

Simply replacing a cartridge heater can be done in many circumstances, but if you suspect that there is more to the application than meets the eye, a sketch, a photo or an assembly drawing certainly eases the process and increases everyones understanding. Getting it right the first time requires sound communication from customer to distributor to Dalton .. and a little foresight on the part of each !!!

 

 

Friday Funnies

 

Four fonts walk into a bar the barman says "Hey - get out! We don't want your type in here"

A man walks into a bar with a roll of tarmac under his arm and says: "Pint please, and one for the road."

A jumper cable walks into a bar. The barman says "I'll serve you, but don't start anything"

A priest, a rabbi and a vicar walk into a bar. The barman says, "Is this some kind of joke?"

Cool It !!!2015-11-20

Very occasionally a customer will contact you with a problem and an attitude, almost wanting to get into a fight. Quick action will help to resolve the issue, but specific steps must be taken.

1) An upset customer wants you to admit that an error was made before looking for a resolution. Identify the problem and, if it is an error, admit any wrongdoing.

2) Don't point your finger. Sometimes the customer is the party responsible for the error, but they don't like to be told that they messed up. Do not focus on the error that they made, but rather suggest the optimum method for doing it correctly in the future.

3) Try to establish some common ground and shared future action so that you are seen to be working together.

4) When everything has been resolved and your customer has calmed down, apologize for something ... the actual mistake ... miscommunication ... lost time in a project ... inconvenience on their part. This will help to cement your concern and understanding of the issue.

Friday Funnies

A shepard had a talking dog.
One evening he signaled the dog to put the sheep in the pen.
After the sheep were in the dog said, " All 400 sheep are in."
The shepard said," I only have 388 sheep!"
The dog responded, "I know, I just rounded them up."

Dalton Electric's Newest2015-11-13

Lisa Rizzari is the newest member of the Dalton Electric office, having joined us two weeks ago. She grew up in Massachusetts, spent a couple of years in Guam and 24 years on Oahu in Hawaii. She enjoyed some studies at the University of Hawaii and decided to return to her native state in 2010.

She brings experience as a computer retail sales rep, an extermination Customer Service rep and a Sales Assistant for an industrial Pipe and Steel company. Lisa underwent the same training that every office employee receives ... after a thorough indoctrination to the world of cartridge heaters, she spent a few days in production making heaters. She will be primarily working the marketing side of our business, qualifying leads and directing response in the field. Please welcome Lisa if you speak with her when you call in.

Friday Funnies

My mother-in-law fell down a wishing well, I was amazed, I never knew they worked.

My therapist says I have a preoccupation with vengeance. We'll see about that.

I rang up the telephone company, I said, "I want to report a nuisance caller", he said "Not you again."

Life's Lessons2015-11-06

Facebook came alive with pictures of everyone's Halloween costumes and kids dressed up as every manner of character. All of the witches, ghosts, devils and super heroes were successful at hiding their real self by means of costume and makeup. Watt-Flex® cartridge heaters are another story. We strive for transparency ... no makeup or cloaking our performance ... just the best cartridge heater in the marketplace.

O.K., so most things in life cause me to think about heaters. I proceeded to open a box of breakfast cereal some time ago and found that it took nearly all my strength to break the bag's seal. It got me to thinking about our sealing methods at Dalton and caused me to sit down with our Production Manager. Now we have moved from an old wire impulse sealer to a ribbon sealer that ensures a consistent barrier against environmental moisture.

Last week we lost an under-the-cabinet flourescent bulb. It's a really odd size and I am still looking for a replacement, having been to several stores and specialty shops for bulbs. We have five of these fixtures and, when I find the bulb, you can be assured that I will be buying plenty of extras. When customers buy Watt-Flex heaters, it's always a good idea to encourage them to buy a few extras, particularly users who have a stock room and can't afford to wait through three weeks of lead time.

Friday Funnies

Three old guys are out walking.

First one says, 'Windy, isn't it?'

Second one says, 'No, it's Thursday!'

Third one says, 'So am I. Let's go get a beer..'

*************

A man was telling his neighbor, 'I just bought a new hearing aid. It cost me four thousand dollars, but it's state of the art.. It's perfect.'

'Really,' answered the neighbor . 'What kind is it?'

'Twelve thirty..'

The Right Questions2015-10-30

We all get fooled occasionally, and when we do, it brings home the importance of asking the right questions and making sure the specification for a heater is correct. There are some things about a heater that we cannot see and cannot detect with a simple resistance check. Distributed wattage and specially designed cold sections are typical examples.

Often, cold sections in a heater are a function of the design and manufacturing limitations of the supplier. But sometimes we get fooled. Once we had a heater supplied as a sample from which to design. Using an x-ray, we pointed out the long cold tip to our customer as if it were a limitation of the heater. This Original Equipment Manufacturer came back (after they had supplied the whole spec to us) and said, "Oh, yes, we need that extra cold section at the end of the heater for our machine design."

The above picture shows a heater that was designed to have a specific area heated. If we followed the initial specification, we would have had a heated section where no heat sink existed. If you have any question about the heater after inquiring about any special heat profiling, send us the heater and we will perform a thermal study or x-ray to ensure that you optimize your sales opportunity.

Friday Funnies

The rule that I did not learn in English Class:

"I" before "e", except after "c", unless you run a feisty heist on a weird beige foreign neighbor !!!

Customer Complaints (Continued)2015-10-23

Last week we discussed listening to those inevitable Customer Complaints. Here are a few more pointers in dealing with them. Avoid an Argument ... Don't make an issue of a complaint, even if you consider it groundless. Complaints are not resolved to mutual satisfaction if a contentious attitude exists.

Avoid meaningless excuses ... if the fault is yours or your suppliers, admit it with no alibis. Tell your customer that you will do your best to make the situation right. Don't let complaints and resolution linger ... they can be a source of friction, affecting your relationship. Get with your supplier and resolve the issue.

And always remember ... you are still selling !!! When your customer brings a complaint to you, they are expressing a recognition of the value that you bring to the relationship. Your solution must satisfy their need and re-establish their confidence in you.

Friday Funnies

Morris, an 82 year-old man, went to the doctor to get a physical.

A few days later, the doctor saw Morris walking down the street with a gorgeous young woman on his arm.

At their next appointment, the doctor said to Morris, 'You're really doing great, aren't you?'

Morris replied, 'Just doing what you said, Doc: 'Get a hot mamma and be cheerful.''

The doctor said, 'I didn't say that.. I said, 'You've got a heart murmur; be careful.'

Customer Complaints2015-10-16

It doesn't matter how fantastic your product is, we all occasionally receive a customer complaint. Everything can be perfectly to specification, but if it is not to expectation, a complaint may follow. The interesting side of this is that most customers do expect salespeople to extend themselves personally when following up on a complaint and to be honest about the problem. Therefore, success in doing so is an important measure of the salesperson's credibility and value to the customer.

Hear the whole complaint out !!! I was traveling with a salesman once when a customer was very upset about what he viewed as an incorrectly manufactured heater, even though it was to print. He ranted for about five continuous minutes and slowed down. The sales- man was about to speak when I subtly touched his leg and shook my head "no." The customer then erupted onto another point, obviously not done with his discourse.

When he finally finished, he was very willing to listen to our side of the issue. Getting the complaint completely "off their chest" relieves some of the distress or ill feelings that they may have. And the more they talk, the more you will learn about their concern and how to deal with it. When we told him why we made the modification, he checked with Engineering and discovered it was a non-issue. He was actually a bit embarrassed about reacting so vehemently and a strong relationship became stronger with our understanding.

Friday Funnies

A very senior citizen said to his eighty-something-year old buddy:
'So I hear you're getting married?'
'Yep!'
'Do I know her?'
'Nope!'
'This woman, is she good looking?'
'Not really.'
'Is she a good cook?'
'Naw, she can't cook too well.'
'Does she have lots of money?'
'Nope! Poor as a church mouse.'
'Well, then, is she good in bed?'
'I don't know.'
'Why in the world do you want to marry her then?'
'Because she can still drive!'

Hydrophilic2015-10-09

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!