An Inaccurate FCE Can Plague Dealerships’ Bottom Lines

All service providers pride themselves on their service department’s FCE (First-Call Effectiveness). However, many don’t know their FCE percentage and others aren’t sure how to calculate their FCE properly, or worse they are informed by consultants who lower the standards
Read More

Dealers Should Hold Service Department to the Same Level of Accountability as Sales

Why doesn’t the office technology channel’s owners and leaders pay sales reps $250,000 salaries with no accountability or quotas? Why do dealerships have millions in obsolete parts, spend millions on repairs and supplies, have a First Call Effectiveness (FCE) rate of less than 72
Read More

The Intersection Where the Digital and Physical Worlds Meet

The typewriter was still clicking away when the word processor was invented; the word processor was a better experience. This better experience caused the collapse of the typewriter sales and service model. The camera was still taking pictures on film when the digital camera was
Read More

Stop Managing the Past and Start Building the Future: Why Leadership is More Important than Ever

We have all heard the saying “time is running out,” yet many people fool themselves into believing they still have time. Why is this? It’s a case of procrastination or delusion. About ten years ago, I began talking with dealers regarding my vision of managed IT services. In those
Read More

While You’re Marketing to Your Customers, Someone is Stealing Them with their Remarkability

Marketing has no power over remarkability. Why do so many organizations fall victim to the new competitor who, through their remarkability, delivered a better experience? And why do so many organizations spend more on marketing than their remarkability? Or why do all
Read More

Are We Lying to Ourselves?

Do you ever wonder why, during a dying industry, or the collapse of a deliverable, many continue selling themselves on their relevancy while their evacuating customers define them as irrelevant? Think about this. Innovative organizations understand the importance in selling
Read More

When Your Deliverable Doesn’t Excite Customers, It’s Time to Innovate or Change That Deliverable

The continuing evaporation of customer excitement concerning copy and print is further driving its commoditization. Some in the “The Imaging Channel” will continue justifying a declining market in the same way other industries in decline do. They question the skill sets of their
Read More

A Customer’s Experience is What Determines Satisfaction

The old days of vendor complacency based on relationships are over. Today, customers put more value on their experiences, not only from the things they buy but those they engage in buying them. In a fast moving digital world, our customers can determine what they want, or believe
Read More

Saying “No” to Some Is the Reward to Those MSPs say “Yes”

Coming from a background in sales, and growing up in the imaging channel, I admit that saying “no” seems, well, stupid. After all, in the copy/print hardware world, if the price for a new product was a problem, you could always sell used. And if it wasn’t in the
Read More

Doesn’t Buy-in and Accepting Change Reinforce Status Quo?

It seems many leaders get stuck waiting on buy-in during times of disruption–a term I define as a fearful leader’s excuse to remain status quo. Leaders who always chase buy-in have the wrong team or don’t understand the importance of job descriptions. It seems that many
Read More

MSP’s “Free Assessments”–Are You Kidding?

Some managed service providers (MSPs) believe that giving things away will lead to sales. Why do some MSPs give away technology assessments? Who was the consultant that charged these service providers a fee and then told them to give away their services? Or was this decision
Read More