NewsletterPLUMBING & BATHROOMS

Letter fromJOHAN VAN WYK

Moments of Truth!I think that some of you might agree with me that 2013 started off at a much faster pace than what 2012 ended on? Hold on to your seats for 2013!March is already here and the sooner we make some changes to the way in which we approach business, the sooner we will reap the benefits. Failing to do so could mean a repeat of some of 2012’s lows!

I hope that this letter will challenge you to take some time to climb out of your rut, and ask yourself the following question: What are the moments of truth in my business, department, office, ON TAP vehicle or receiving area, no matter where you work at ON TAP? “Moments of truth” are experienced by your customers when they first enter your area of responsibility or interact with you. These are real experiences and are often the deciding factor to whether the customer is going to do business with you or not. When asking yourself these questions, do not answer it from your point of reference, NO, put yourself in the customer’s shoes!

1. Letter from Johan – 2013 Goals

2. ON TAP Somerset West at the Vital Run/Walk for Life

3. Store Owner Interview – Scott Haslam

4. ON TAP Stellenbosch New Store Entrance

5. ON TAP Somerset West Sponsors Hats for Helderberg Chapter Year End Function

6. Humour Corner

7. New Waterwise Shower Range from Cobra Combines Performance with Style

8. New Zack Products Available at ON TAP from March 2013

9. Best Local Marketing

10. Practical Tips for Saving Electricity (cont.)

11. Facebook Competition

www.ontap.co.za Continues on next page...

March 2013In this issue:

1. What does the customer experience when they approach me, my store/department/office etc?

2. What do they see?

3. Are the parking spaces closest to the front door taken up by staff cars or are they free for customers?

4. Is the store well signed and inviting?

5. Is the parking lot clean and free of shady characters?

6. Is the outside appearance of my store a reflection of the brand?

7. Upon entering the store, is it neat and tidy or does it appear to be just another typical plumbing/hardware store?

8. Is the store sufficiently staffed with friendly, neatly dressed and knowledgeable staff?

9. Will the customer be able to acquire all their plumbing requirements? (Stock availability)

10. Is our showroom a fair reflection of the ranges that we stock, and is it easy to navigate?

I am sure that there are many more questions that you can ask yourself and I encourage you to do so, as it will only be to your own benefit.

This challenge is not just for our store owners, it is for every employee of ON TAP. Always remember that any chain is only as strong as its weakest link! We are all links in the ON TAP chain.

It is important that you ask yourself these questions and make the necessary adjustments if required. Customer satisfaction is paramount in these difficult trading environments. We cannot afford to lose any of our hard earned customers to our opposition, and therefore we must do everything in our power to retain our customers and to satisfy their needs!

Stats: One (1) unhappy customer directly influences seven (7) potential new customers!!

Johan

Ask yourself the following questions:

The third annual Vital Run, organised by Run/Walk For Life Western Province Athletic Club in association with Vital Health Foods, took place on Saturday, 1 December 2012 at Lourensford Wine Estate. Over 4 000 enthusiastic finishers helped raise a total of R20 000 for PATCH Helderberg Abuse Centre.

ON TAP Somerset West had a water table at the race. They would like to thank all the volunteers who helped on the day. There were about 1 330 athletes in the10km run and the10km walk had 702 athletes.

ON TAP Somerset West at the Vital Run/Walk for Life

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What do you like most about your job?

I enjoy meeting new clients and developing relationships with existing clients. I also enjoy the diverse tastes in new products. I love engaging with my staff, I have a fantastic team at the moment.

How did you get involved with ON TAP?

My father was one of the founding members of ON TAP. They needed a driver/salesman at the time, and I think my father was trying to calm me down. He’s still trying…

What do you like most about the ON TAP group?

The fact that I have product/brand protection at the best possible price.

What is your advice to new ON TAP team members?

Get on board and learn as much as possible, you will battle to leave this industry once you get involved.

How do you like to spend your free time?

I ride motorbikes in the bush. I also enjoy wakeboarding, skiing, hunting, fishing and spending time with my family and friends.

What are your plans for 2013?

Obviously grow my business and have fun doing it.

What is the reason for your success?

Don’t know, how do you measure success? I suppose long hours and hard work.

Owner of ON TAP Durban

Meet Scott Haslam

ON TAP Stellenbosch New Store EntranceON TAP Stellenbosch put up their new signage at their front entrance.

“Thank you for supporting your local professionals.”

ON TAP Somerset West Sponsors Hats for Helderberg Chapter Year End Function

The Helderberg Chapter of the Cape Institute for Architecture and The Helderberg Built Environment Professionals Group, had their year end function on Thursday, 29 November 2012 at Bontevlei Venue in Stellenbosch. ON TAP Somerset West, who is one of the members of this chapter, sponsored the hats for the event.

There were about 100 architects present at the function. Other members of the chapter include Duravit, Hansgrohe, Philips, Shutter Solutions, Cement & Concrete Institute, Kansai Plascon and many more.

The washing machine starts working again and the plumber presents a bill for R600.

‘Six hundred rand?’ says the woman. ‘All you did was hit it with the hammer.’

So the plumber gives her an itemised bill: ‘Hitting washing machine with a hammer – R50. Knowing where to hit it – R550.’

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How NOT to install a toilet

New Waterwise Shower Range from Cobra Combines Performance with Style

Cobra Watertech has introduced a new range of contemporary styled overhead rain showers and handheld showers, which combine optimum water saving efficiencies with superior performance.

A key innovation in all the new products is a 9 litre per minute flow restrictor. Compared to conventional showerheads, which typically use between 15 – 20 litres of water a minute, Cobra’s new range ensures water and energy savings without compromising on water delivery or spray patterns. The showers deliver a gentle spray of water, similar to rain drops, providing an eco-friendly option with exceptional design.

For larger shower spaces, Cobra has introduced a range of brass overhead showers in various shapes and sizes, including round (350mm and 300mm), square (250mm and 350mm) and oval (300 x 200mm). The 160mm diameter overhead rain shower is ideal for standard sized shower spaces and all designs are ultra slim for a modern, contemporary look and feel. All have a balljoint connector and ½“ BSP female inlet.

Cobra’s new offering also includes the budget-friendly Liana range of square or round chrome-plated polymer overhead rain showers. These showers also have the water-saving 9-litre flow restrictor and easy-to-clean anti-lime nipples.

A range of smaller shower heads and hand showers with an on-trend grey face and anti-lime nipples with Cobra’s revolutionary 9 litres per minute flow restrictor, completes the new range.

This category also includes the multifunction Alto hand shower and 120mm diameter shower head, designed for consumers wanting a hydrotherapy experience. The water spray functions are classic, massage, aerated and a combination of classic and massage, and classic and aerated.

For consumers wanting a multi-function handshower, Cobra’s latest range offers several different designs. This range includes the new Cumulus hand shower, which has a classic spray option, a pulsating option and a classic and pulsating combination.

New Zack Products Available at ON TAP From March 2013

Jeeves Heated Towel Rails introduces the latest Zack products which includes the Zack Avio Cosmetic Mirror, the Zack Tubo Spare Toilet Roll Holder and the Zack Tubo Toilet Brush. These products were designed to complement the popular exsisting Zack Scala range, and have the same high quality finish. Zack Scala is regarded as one of the top brands in the stainless steel home accessories segment. These new products, to be launched in March 2013 and available at ON TAP stores nationwide, will add a touch of elegance to any bathroom.

The Zack Avio Cosmetic Mirror has been constructed from mirror-polished stainless steel so it never loses its beautiful shine. With its five times magnification, the mirror helps you to look your very best. By applying your make-up with this free standing magnifying mirror from Zack, you will add a touch of elegance to an everyday activity.

With a creative space saving solution to keep the bathroom in perfect order and also lending

a touch of class, the Zack Tubo Spare Toilet Roll Holder comprises of one seamless sheet of mirror-polished stainless steel curled round to form a tube. The Tubo is fixed sturdily to the wall by a solid cube of steel and is able to hold up to three rolls at a time.

The Zack Tubo Toilet Brush is practical and eye-catching, yet discreet enough to take pride of place as a permanent fixture among your bathroom furnishings. This is a stunning item that does not have to be hidden away, and will make a great contribution to the look of your bathroom. The toilet brush itself is camouflaged, being encased in a stainless steel cylinder. It fits in perfectly with the décor of any modern bathroom. The case is securely bracketed to the wall, while the lid is integrated directly into the handle of the brush, which keeps it secure at all times.

For more information about the new Zack products, visit www.zack.co.za.

Best Local Marketing

The ON TAP Edenvale promotion ran from 22 January to 28 February 2013. They offered free delivery within certain catchment areas, depending on order size and distance.

Practical Tips for Saving Electricity

Tell your customers about our competition on Facebook and like our page!

• A front loading washing machine uses less water and costs less to operate.

• Select the shortest possible washing programme.

• Cold water detergents reduce electricity consumption.

• Don’t open the door unnecessarily and make sure the seal is intact.

• Let hot foods cool down before placing it in the refrigerator.

• Defrost fridges regularly. A build up of ice reduces operating efficiency and increases running costs.

Automatic Machines:

Refrigerator:

• Use pressure cookers when preparing foods that take a long time to cook.

• Match pots and pans to stove plates. Small pots and large plates waste electricity.

• Switch off the plates or oven before food is fully cooked, allowing completion of cooking at a diminishing heat.

• Keep oven doors closed until food is cooked.

• Do not preheat the oven. It isn’t necessary to preheat the oven except for food requiring high temperatures and slow cooking times.

• Glass and ceramic pans retain heat better than metal pans.

• Freezers work harder to remove heat and have to use more power – only 90% of a freezer’s capacity should be used for freezing.

• Defrost regularly.

• When you defrost food, leave it in the fridge overnight. You will use less electricity than defrosting food in the microwave.

• Use the microwave to cook small to medium quantities of food. For larger portions of meat, it is better to use a conventional oven or pressure cooker.

Microwave Ovens:

Freezers:

Stoves: