Creating Customer Stickiness Essential for Business

I had the opportunity to attend two great events in October. The first was the Seat Based Billing Roadshow held Oct. 17 in Asheville, NC. The second event was the BTA Fall Colors meeting, also held in Asheville, NC on Oct. 18-19. One idea discussed at both meetings was the need
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Secure the Recurring Revenue

In our industry, the most-important area for the profitability and survival of the company stems from the recurring revenue in the service department. When considering the trends in our industry for the future, this topic deserves serious attention.—dealers that fail to secure
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Creating a Sound Up-Front Plan Is Key When Diving Into Non-Traditional Products and Service

As the traditional copier business continues to evolve and competitive challenges reduce the revenue and profit, dealers are starting to move toward non-traditional sources of revenue. This process started with the expansion of networking and managed-network services, and now
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Service POV: MPS Pros and Cons, and Making it Work

In talking with service managers over the last decade, I have encountered a variety of opinions about Managed Print Services (MPS). Some service managers think it’s a profitable addition to their revenue stream. Some find it difficult to manage due to the wide variety of
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Promote for Success: Don’t Ruin Your Best Tech

At some point in almost every service manager’s career, the need to promote someone to the position of service supervisor arises. By the time we need to promote someone, we are normally so busy that we don’t have much time to invest in the process. What happens many times is we
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A Day in the (Training) Life: Service Managers Gain a Wealth of Info at Visual Edge Technology Event

I had the privilege of attending the training program that was provided for the service managers of the various Visual Edge Technology companies. Visual Edge Technology is interesting in that it buys successful dealerships, and then provides back-office support while allowing
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Taking Time to Prepare Can Make Foray into Solutions Less Stressful for Dealers

I remember talking to a dealer principal several years back, and asked him for his e-mail address. He responded that he didn’t like computers, and told me to just send it to one of his admins. I knew his business was in serious jeopardy, and in fact, it failed a few years later.
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BTA: Education and Events Make a Difference for Members

When I was asked to write about difference makers, I thought immediately of a number of individuals that have made a difference in my career. There have been managers and peers that have helped me get better at what I do. I have had the privilege of working with and supporting
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Light Production Print and the Service Department

Light production print can be a stepping stone to new customers and it offers the opportunity to grow your business. When managed properly, it can position a dealership for growth and continued success. When managed poorly, it can spell problems that may haunt the dealership for
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Managed IT and the Service Department

For many dealers, the prospect of adding managed IT to their company is a logical next step. For the sales department, it means adding a new talk track and developing some specialists to help close the business. It does give a dealer the ability to better position themselves to
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Toner Control and Service Profitability

When a copier dealer replaces a competitor’s machine they usually also pick up a supply of surplus toner that is stored at the customer’s site. These supplies in many cases get discarded, or sold wholesale. While this is good for the dealer installing the new equipment, it is an
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Five Reasons Why Training for the Future Matters

The one critical factor that is often overlooked is training for future needs. Most dealers train for their immediate needs and don’t worry about future needs. This is a very short-sighted perspective. The one critical factor that is often overlooked is training for future needs.
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Creating a Uniform Process for Your Business: How to Do It and Why

Imagine you are traveling and decide to stop for lunch in a town you have never visited before. You are hungry for a burger and you have two choices: a local place and McDonalds. Which do you choose? Most people choose McDonalds. Why? Because they know what to expect, and they
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Why Customer Relations Training Is a Must for Technicians

It is important to provide regular customer service training to your technicians. They are the face of your company. In most cases, your customers will see your technicians regularly and respect their opinions. If a positive relationship is maintained and the conversations
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Protect the Power to Protect Your Bottom Line

Many dealers still do not automatically protect the power of the devices they sell and of all the poor decisions that dealers make, this may be the worst. There seems to be a variety of excuses. The client does not want it. The sales person does not want it included in the deal.
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