{"id":2337,"date":"2026-07-28T22:22:38","date_gmt":"2026-07-28T22:22:38","guid":{"rendered":"https:\/\/www.unitedtrimen.com\/?p=2337"},"modified":"2026-07-28T22:26:09","modified_gmt":"2026-07-28T22:26:09","slug":"etablir-des-relations-durables-avec-les-clients","status":"publish","type":"post","link":"https:\/\/www.unitedtrimen.com\/fr\/making-customer-connections-that-last","title":{"rendered":"\u00c9tablir des relations durables avec les clients"},"content":{"rendered":"
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De la salle \u00e0 manger \u00e0 la caserne de pompiers\u00a0: entretien avec Tom\u00a0Plant, sp\u00e9cialiste du d\u00e9veloppement des affaires<\/strong><\/p>

Tom Plant, sp\u00e9cialiste du d\u00e9veloppement des affaires pour les gros \u00e9quipements chez United\u00a0Trimen, s\u2019est entretenu avec nous dans le cadre de notre s\u00e9rie \u00abEn vedette\u00bb<\/strong>. Tom a \u00e9voqu\u00e9 sa longue exp\u00e9rience dans le secteur de la restauration, sa carri\u00e8re de pompier, et la mani\u00e8re dont il a su int\u00e9grer ces deux exp\u00e9riences dans ses fonctions actuelles chez United\u00a0Trimen. Son engagement en faveur du service \u00e0 la client\u00e8le, du travail d\u2019\u00e9quipe et de l\u2019honn\u00eatet\u00e9 transpara\u00eet dans chacune de ses paroles, et nous sommes ravis de partager ses connaissances et ses conseils avec vous.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\u00c9tablir des relations durables avec les clients<\/b><\/span><\/h5>

Attir\u00e9 par la camaraderie et (parfois) le chaos contr\u00f4l\u00e9 du m\u00e9tier de pr\u00e9pos\u00e9 au bar, Tom a fait ses d\u00e9buts dans le secteur de l\u2019h\u00f4tellerie et de la restauration \u00e0 l\u2019\u00e2ge de 18\u00a0ans. C\u2019est \u00e0 ce moment qu\u2019il a d\u00e9couvert les fondements de sa philosophie en mati\u00e8re de service \u00e0 la client\u00e8le. Tom attribue en grande partie \u00e0 son exp\u00e9rience de pr\u00e9pos\u00e9 au bar sa capacit\u00e9 \u00e0 comprendre les gens, \u00e0 nouer des relations et \u00e0 g\u00e9rer les interactions avec les clients dans son travail quotidien chez United\u00a0Trimen\u00a0: \u00abTout est une question de relations. En travaillant comme barman, j\u2019ai rencontr\u00e9 des centaines, voire des milliers de personnes. Je ne me souvenais peut-\u00eatre pas de leur nom, mais je reconnaissais leur visage, et je savais quelle boisson elles aimaient.\u00bb<\/em><\/p>

Tom continue d\u2019aborder les entretiens de vente comme s\u2019il s\u2019occupait d\u2019un habitu\u00e9 au bar, en s\u2019attachant \u00e0 instaurer une relation de confiance et de convivialit\u00e9 \u00e0 long terme plut\u00f4t qu\u2019\u00e0 employer une strat\u00e9gie de vente agressive. \u00abMon travail de barman m\u2019a permis d\u2019affiner mes comp\u00e9tences en mati\u00e8re de service \u00e0 la client\u00e8le, mais aussi de mieux comprendre la nature humaine. J\u2019ai fait la connaissance de personnes tr\u00e8s diverses, issues de tous les horizons. Elles cherchaient toutes simplement \u00e0 boire une boisson bien froide et \u00e0 oublier leurs probl\u00e8mes, ne serait-ce qu\u2019un instant.\u00bb<\/p>

Il \u00e9voque son attachement au travail acharn\u00e9 et \u00e0 la solidarit\u00e9 qui r\u00e8gne dans le secteur de la restauration\u00a0: \u00abQuand il y a une file de huit personnes au bar et que toi et la barmaid \u00e0 tes c\u00f4t\u00e9s \u00eates submerg\u00e9s de commandes de boissons, tu jettes un coup d\u2019\u0153il \u00e0 ta coll\u00e8gue, tu lui souris, et tu continues tout simplement. Dans ce secteur, on est tous dans le m\u00eame bateau.\u00bb<\/strong><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Rester calme sous pression<\/b><\/span><\/h5>

Restant toujours calme, Tom attribue sa personnalit\u00e9 \u00e9quilibr\u00e9e \u00e0 bien plus qu\u2019un pass\u00e9 mouvement\u00e9 de pr\u00e9pos\u00e9 au bar. Apr\u00e8s qu'il a obtenu son dipl\u00f4me d\u2019\u00e9tudes secondaires, sa m\u00e8re l\u2019a encourag\u00e9 \u00e0 se trouver un plan B en plus de son m\u00e9tier de barman. Il a alors d\u00e9cid\u00e9 de suivre une formation \u00e0 l\u2019\u00e9cole de pompiers et a commenc\u00e9 \u00e0 travailler comme pompier sp\u00e9cialis\u00e9 dans les incendies de champs p\u00e9trolif\u00e8res et de for\u00eats. Mais l\u2019esprit d\u2019\u00e9quipe, la convivialit\u00e9 et les amiti\u00e9s qu\u2019il avait nou\u00e9es dans le milieu de la restauration l\u2019ont pouss\u00e9 \u00e0 revenir travailler \u00e0 temps partiel au bar.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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M\u00eame s\u2019il trouvait l\u2019exp\u00e9rience de lutte contre les incendies gratifiante, apr\u00e8s six ans pass\u00e9s \u00e0 jongler entre ces deux r\u00f4les, Tom s\u2019est rendu compte qu\u2019il \u00e9tait temps de mettre un terme \u00e0 son mode de vie nocturne. \u00abFermer le bar \u00e0 3\u00a0h du matin, ce n\u2019est tout simplement pas faisable quand on est mari\u00e9 et qu\u2019on a une famille. C\u2019est ce qui m\u2019a amen\u00e9 \u00e0 travailler aux ventes dans le milieu de la restauration.\u00bb<\/em><\/p>

En ce qui concerne son poste chez United Trimen, Tom souligne qu\u2019\u00abil y a tellement d\u2019opportunit\u00e9s ici. Chaque jour pass\u00e9 au sein de l\u2019entreprise m\u2019apporte un nouveau d\u00e9fi, ce qui me r\u00e9jouit \u00e9norm\u00e9ment.\u00bb<\/em><\/p>

Tom a trouv\u00e9 un autre sens \u00e0 son travail, notamment aupr\u00e8s de ses clients du secteur de la sant\u00e9 et des r\u00e9sidences pour a\u00een\u00e9s qui d\u00e9pendent du financement public. Ces \u00e9tablissements disposent souvent de moyens financiers limit\u00e9s pour offrir un repas de qualit\u00e9 et \u00e9quilibr\u00e9 \u00e0 leurs r\u00e9sidents. Tom aime mettre son exp\u00e9rience \u00e0 profit pour les aider \u00e0 r\u00e9aliser<\/strong> des \u00e9conomies l\u00e0 o\u00f9 c\u2019est possible\u00a0: \u00abCe que je pr\u00e9f\u00e8re, c\u2019est profiter de mes connaissances du secteur et de mon exp\u00e9rience en mati\u00e8re d\u2019\u00e9quipement et de technologie pour contribuer \u00e0 r\u00e9duire les co\u00fbts de main-d\u2019\u0153uvre. Je veux m\u2019assurer qu\u2019un r\u00f4ti qui entre au four \u00e0 17\u00a0livres en ressorte \u00e0 17\u00a0livres, pour qu\u2019ils puissent en utiliser chaque petit morceau.\u00bb<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Se mettre \u00e0 la place du client<\/b><\/span><\/h5>

Tom est fier de veiller aux int\u00e9r\u00eats des clients qui viennent lui demander de l\u2019aide\u00a0: \u00abCertaines personnes s\u2019efforcent vraiment de pousser les ventes. Moi, je ne fais pas \u00e7a. Je consid\u00e8re les entretiens avec mes clients comme une simple conversation au bar. \"Que voulez-vous? Comment puis-je vous aider?\". Je leur parle tout simplement comme \u00e0 n\u2019importe qui.\u00bb <\/em> Tom leur demande par la suite leur budget et prend le temps de cerner leurs besoins et d\u2019examiner les options qui ne leur co\u00fbteront pas une fortune, mais qui constituent n\u00e9anmoins un bon investissement \u00e0 long terme. Il souligne l\u2019importance de trouver le juste \u00e9quilibre entre le budget et les objectifs \u00e0 long terme.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Cela vaut tout particuli\u00e8rement pour les nouveaux propri\u00e9taires qui souhaitent ouvrir un \u00e9tablissement pour la premi\u00e8re fois ou d\u00e9velopper leurs activit\u00e9s. Tom mentionne une situation courante chez les restaurateurs qui se lancent\u00a0: \u00abJe ne veux pas leur vendre pour 100\u00a0000\u00a0$ d\u2019\u00e9quipement si \u00e7a risque de les mettre dans le rouge. Je parle aux clients comme si j\u2019\u00e9tais \u00e0 leur place.\u00bb<\/strong><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Tom attribue en grande partie son succ\u00e8s en mati\u00e8re de service \u00e0 la client\u00e8le \u00e0 son accessibilit\u00e9, sa transparence et son honn\u00eatet\u00e9 \u2013 m\u00eame lorsque le client esp\u00e8re peut-\u00eatre une r\u00e9ponse diff\u00e9rente. \u00abL\u2019essentiel, c\u2019est de garder son sang-froid face \u00e0 la pression et de rester soi-m\u00eame. Je ne mens pas \u00e0 mes clients. Si le d\u00e9lai de livraison est de six semaines, c\u2019est six semaines. Il est inutile d\u2019enjoliver les choses. Si j\u2019\u00e9tais le client, je voudrais une estimation honn\u00eate. J\u2019essaie toujours d\u2019aller au-del\u00e0 des attentes du client quand je peux, mais je ne vais pas mentir en disant \"Oh, je vais essayer de vous le procurer rapidement\" si ce n\u2019est tout simplement pas possible. Je tiens \u00e0 \u00eatre franc et honn\u00eate face \u00e0 la situation. Ainsi, m\u00eame si le client ne passe pas de commande, au moins il conna\u00eet la v\u00e9rit\u00e9.\u00bb<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Il explique ensuite un autre avantage \u00e0 \u00eatre franc avec les clients\u00a0: \u00abQuand mes concurrents mentent pour d\u00e9crocher une commande, mais que le d\u00e9lai est finalement le m\u00eame que celui que j\u2019avais indiqu\u00e9, les clients reviennent alors vers moi en disant \"Au moins, Tom a \u00e9t\u00e9 franc et honn\u00eate \u00e0 ce sujet\". Finalement, \u00e7a vous donne toujours une nouvelle opportunit\u00e9 de vente.\u00bb<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Enfin, Tom met de l\u2019avant une tendance commune du service \u00e0 la client\u00e8le, tant dans le m\u00e9tier de barman que dans la vente : \u00abAu bout du compte, le but, c\u2019est que le client vienne, qu\u2019il \u00e9change avec vous et qu\u2019il reparte avec une bonne exp\u00e9rience globale, non? Si le bar est bond\u00e9 ou qu\u2019une livraison est en retard, \u00e7a risque de bouleverser les plans du client. Mais je n\u2019ai pas le contr\u00f4le l\u00e0-dessus. Par contre, je peux m\u2019assurer de lui serrer la main, de me souvenir de son nom et de nouer une relation solide avec lui. C\u2019est la meilleure partie. Je sais que c\u2019est gr\u00e2ce \u00e0 la confiance que j\u2019instaure que les clients reviennent sans cesse travailler avec moi.\u00bb<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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L\u2019\u00e9quipe de sp\u00e9cialistes de United Trimen est l\u00e0 pour vous aider \u00e0 trouver de l\u2019\u00e9quipement adapt\u00e9 \u00e0 vos besoins, que ce soit pour l\u2019ouverture d\u2019un restaurant ou l\u2019optimisation de votre cuisine.<\/span><\/p>

\u00c9crivez-nous \u00e0 l\u2019adresse sales@unitedtrimen.com ou appelez-nous au 800\u00a0461-0000.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

From Front-of-House to Firehouse with Business Development Specialist, Tom Plant Tom Plant, United Trimen Business Development Specialist, Heavy Equipment, sat down to chat with us for this month\u2019s Spotlight On. Tom shared his extensive hospitality experience, sojourn into firefighting, and how he\u2019s incorporated both into his current role at United Trimen. His commitment to customer […]<\/p>\n","protected":false},"author":6,"featured_media":2338,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[539,535],"tags":[856,801,699,893,549,701,702,700,854,703,855,548],"class_list":["post-2337","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-equipment","category-smallwares","tag-canada-food-equipment-toronto","tag-canadian-food-equipment","tag-commercial-kitchen-equipment","tag-food-service-tools","tag-kitchen-equipment","tag-kitchen-supply","tag-kitchen-supply-store","tag-restaurant-equipment","tag-restaurant-smallwares","tag-restaurant-supplies","tag-restaurant-supplies-toronto","tag-smallwares"],"acf":[],"yoast_head":"\nMaking Customer Connections That Last - United Trimen<\/title>\n<meta name=\"description\" content=\"Making Customer Connections That Last\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.unitedtrimen.com\/fr\/etablir-des-relations-durables-avec-les-clients\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Making Customer Connections That Last - 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