During my career in the office machine industry, I have had the good fortune to be able to meet and get to know hundreds of different office equipment dealers and OEM branches. As an active BTA member and instructor of the FIX Cost Management for Service Seminar, as well as a Read More

I have been told my business cards, and those of the over-achieving members of our service department, look like the exterior of a car decked out for a NASCAR race. But I take that as a compliment, for according to the National Association for Stock Car Auto Racing, NASCAR is Read More

According to the American Bar Association, at the end of 2012 there were 1,345,205 licensed attorneys who can legally practice in the United States. That is approximately one available licensed lawyer for every 232 people in the U.S., or .43% of the total population that knows Read More

What can I do to help you be more successful?” Clients may hear this question from salespeople, but have you ever asked this question to your vendor? We have all heard about the win-win buying and selling model, but when was the last time you had a meaningful discussion with your Read More

The more things change, the more they stay the same. In the May 2011 issue of ENX magazine, my service column was titled Calculating Your Service Burden Rate. It discussed the plethora of emails and telephone calls I was receiving requesting my help in determining an appropriate Read More