it leaves in the mind of the customer the idea that the company was in doubt as to the meter's correctness; for the average customer, even if he witnesses the test of the meter, is still inclined to doubt its correctness, believing that there still remains some trick, by which the meter can be made to test O. K. and he will leave the test room feeling that he has been hoodwinked in some way. So we therefore have found it to be of greater advantage to follow the plan of investigating the appliance, getting the housekeeper acquainted with the appliances and the method of economizing in their uses. I have used our solicitors a great deal in this work and have always obtained results for the New Business Department. Many are the complaints that have resulted in new and more modern appliances.

In conclusion I will say that personal effort and moral suasion, coupled with diplomacy and gentlemanly demeanor go a long way toward swelling the collections and at the same time does not disturb the otherwise friendly feeling the customer may have for the company. Collections promptly made are extremely essential to the company and the constant aim of the collection department. With a determined and well defined follow-up system, universally applied and strictly adhered to in the matter of collection when due, the company has taken an attitude, which, from the very nature of things, must exert a decided influence, educational in effect upon the customers in general and cannot result otherwise than in materially reducing the per cent of slow paying customers and likewise the Bad Debt account, which we all should like to see eliminated.

INCREASING SALES OF GAS APPLIANCES BY

SPECIAL CAMPAIGNS.

Philip Buckley.

The New Business Department of a progressive company is working steadily and industriously at all times to secure new consumers and increase the number of gas consuming appliances in use by its regular consumers. Soliciting the installation of piping and services for new consumers and the sale of gas stoves is usually confined to a list of prospects selected from the company's records, especially if the territory served by street mains is reasonably well saturated by users of gas for light and fuel.

Special selling campaigns of gas consuming appliances that may be introduced and demonstrated universally to all consumers by a house to house canvass at periods of the year when they are most in demand is proving a very effective method of popularizing the use of gas.

These campaigns may be conducted by the permanent company salesmen or temporary salesmen specializing on some one appliance. With the companies operating in the smaller or medium sized territories, the work should be carried on by temporary men as it is well to carry out a campaign without interfering with the regular work of the sales department. And, by covering the territory in a comparatively short period of time, the salesmen get the benefit of special advertising used for the occasion.

When temporary salesmen are employed great care should be exercised in selecting them. If it is possible to secure men who have had experience in this line of work, the sales manager may consider himself fortunate, as the greatest problem contributing

to the success of the campaign will have been solved. In case no such salesmen are available, it is best to take one or more experienced men, according to the size of the territory to be worked, and place them in charge of the work. The new solicitors can then be instructed in the matters of installing, adjusting and demonstrating the appliance to be sold. After this has been gone over thoroughly and the contracts, terms and condition of sales explained, the student solicitor should be sent out in company with the experienced man and see how he meets the consumers and how he conducts a sale or two and then he is ready to start out for himself with the company solicitor staying close by in the vicinity so he may be called in if he is needed. After the student has made a few sales he will gain courage and be able to depend on his own resources.

In case of experienced salesmen who specialize on the appliances to be sold, and have been secured especially for the campaign to work on a commission basis, the burden of responsibility rests with the Manager of the New Business Department for their conduct in meeting and dealing with the public as the company's representatives. You must make them feel that they are a part of your company while they represent you. To accomplish this, have a thorough understanding as to the necessity for all orders being properly signed by the purchaser before being turned in to the company's office and make them responsible for the operation of the appliance in its adjustment to the consumer's service. Encourage them, and especially on the start. If you give them the benefit of a few inquiries that come in to the office as a result of the advanced advertising, even if they do amount to the same as orders, you will make them feel that the campaign is going to be a success from the start-off and the commissions turned over to them on these orders will earn a handsome return by putting enthusiasm into the salesman. Make them feel that they have your confidence and that you are interested in them.

It is best to give the special salesmen all inquiries received during the campaign and not have the company's regular men infringe in any way on their work. In doing this you not only

treat them fairly but you make them willing and anxious to give you a successful campaign. The writer believes that the temporary salesmen can be made to become interested enough in the work to eliminate the use of an inspector to follow them up. This was carried out successfully in two campaigns this year, one on the Inverted light, where the salesmen installed all the lights; and the other on gas flat irons. Where complaints were received from lights or irons installed by special solicitors, lists were furnished of consumers complaining, and the solicitors were instructed to call and adjust complaints; the company's men taking care of only the calls that came in several days after the installation when the salesmen were soliciting in a different part of the city. The writer believes this is preferable to having an inspector following them up as it makes the salesmen more careful and promotes a greater interest on their part. The best method of getting a salesman interested in his work is to take an interest in him and you will keep in touch with his work. If you should happen to engage men that are not worthy of your confidence you should soon find it out and act accordingly. Remember, that they are working for the commission and if they are doing well on a commission basis you are profiting equally, if you adjust and grade the amount of the commisions on a basis so that they will furnish an incentive to automatically get just the results you want. Then when they realize that an interest is taken in them by the company they will represent you in a more creditable manner. Always be ready and willing to give them the credit due them, for it is well to remember that even though they are getting paid for their work, they are doing you a good service if they cover your city thoroughly and capably.

Never allow an appliance to be placed on trial beyond a reasonable time during a campaign. Instruct the men that the Company stands back of all appliances sold by them and that they are guaranteed. The difference between placing an appliance on trial and a guarantee, is that at times consumers will tire of an appliance after the novelty has worn off, especially when they have an extended time to pay for it, which is the case in the majority of campaigns, and will return it by saying it is not

giving satisfaction. Whereas, if guaranteed by the Company, it is their duty to keep it in working order, and as long as that is done the consumer has no excuse to return it.

Great care must be taken to have all sale contracts signed in the purchaser's own hand writing. Do not allow salesmen to sign for them even if they are requested to do so. It is a good plan to have the solicitors check up each morning on the appliances taken out of the stock room the previous day turning in all material not represented by sale contracts before taking out a new supply for the day.

The New Business Manager should inspect each day's sales before they are turned over to the accounting and collection departments.

A suitable contract in triplicate form should be used, printed preferably on different colored paper than the company's regular bills.

Where the campaign on appliances sold proves successful, there will be more than enough orders come in after it is closed and the solicitors gone, to offset the number of those that do not keep their appliances.

When a Gas Company decides to start a campaign, several questions of importance to its success will have to be decided.

It is hardly necessary to mention that the best appliances should always be dealt in. Each company will sell what they believe to be the best. Do not attempt to put an article out that you can not guarantee, for, by so doing you will lose the confidence of the public. Every gas man appreciates what that means. Always be willing to take back an appliance that is not giving satisfaction. If a customer complains do not hesitate to give his complaint your personal attention. No method is better to increase your sales for they are sure to tell their neighbors. If the appliance is a new one or some improved type of a burner or appliance of any kind, it should be first put to a good test both in the Company's office and out on the mains to ascertain the adjustment of orifice and mixers to your gas and pressures. Then will come the question of purchasing a stock to suit the requirements of the campagn. This will be the most perplexing