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 Read More

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 Read More

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 Read More

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. Read More

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 Read More

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 Read More

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 Read More

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 Read More

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. Read More

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 Read More

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 Read More

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. Read More

I recently had the privilege of attending the BTA Mid-America meeting as well as the Seat Based Billing seminar in Kansas City. I also attended the Pro-Finance 2 class in Cleveland, Ohio a few weeks later. All of the events were very beneficial and well worth the time and cost of Read More

As a dealership increases service revenue and the number of technicians, they will reach a point where investing in a call center makes financial sense. The question that everyone struggles with is when. Why Have a Call Center? Your first thought may be “Why would a dealership Read More

Too many times companies fail to consider the impact of customer service decisions. It seems that many believe that doing what is expedient, rather than taking care of their customers, is the best choice. We have had numerous examples of that in the airline industry lately. Have Read More