February 2015 Office Technology by Business Technology Association

01OT0215.indd 1

1/27/15 11:23 AM

SESpring15Spread.indd 1

1/29/15 3:06 PM

SESpring15Spread.indd 2

1/30/15 11:05 AM

CONTENTS Volume 21 • No. 8

FEATURE ARTICLES 10

Large Format Are you walking by sales opportunities?

COURTS & CAPITOLS Transactional Documents Start the year out right — update your agreements

by Robert C. Goldberg BTA General Counsel

by Brent Hoskins Office Technology Magazine

Have you largely ignored large format? That is, have you paid little or no attention to the use of or demand for imaging devices in environments where large- (or wide-) format prints or copies are either a daily necessity or frequently needed? Among your customers and prospects, the demand for large format may be more sizable than you think. InfoTrends estimates that the North American large-format technical and graphics print market is expected to exceed 80,000 units in 2015. Perhaps it is time to take another look.

As businesses, services and regulations change, so must the transactional documents that regulate the relationship with the end user. If you have added a product or service, or have not tweaked your documents recently, it is time to take action.

P R I N C I PA L I S S U E S Diversification Strategies Today, digital signage provides a good example

by David Ramos InfoTrends

Are You Ready? Navigating change in 2015 will lead to success

There is an abundance of opportunities in our industry today to diversify revenue streams. Among them is digital signage. Over the past five years, there has been a paradigm shift in the demand for digital signage products.

by Mike Lecak Collaborative Consultant Group

As you step back and celebrate 2014, I hope you are looking back at a year that was filled with met expectations, company growth and a strategic direction to ensure that you maintain that upward trend. If your company is like most, you have seen change and adjusted accordingly. Some, however, continue to do what they have always done. I caution you: In these times of rapid change, that line of thinking can have adverse effects on your organization and everyone in it.

SELLING SOLUTIONS The Handoff Five ways to smoothly transition accounts

by Troy Harrison SalesForce Solutions

Handing off accounts — or transitioning territories — is a potentially touchy task. Here are five ways to remove the discomfort and keep the customer’s business intact when transitioning accounts.

A Look Back & Forward DPOE celebrates six decades in the industry by Chip Miceli Des Plaines Office Equipment

This year, we are celebrating the 60th anniversary of Des Plaines Office Equipment (DPOE). This anniversary provides us the opportunity to reflect on our beginnings, along with the evolution of the company and the industry in general. Our company got its start in 1955 when my father, Vince Miceli, opened shop in his garage selling office desks and chairs. That seems light years away from the MFPs that dominate the landscape today. Let’s put the history of the company in perspective.

D E PA R T M E N T S Business Technology Association

• BTA Calendar • BTA Highlights

Executive Director’s Page

BTA President’s Message

Advertiser Index

4 | w w w. o f f ic et ec hno lo g ym a g.c om | F e b r ua r y 2 0 1 5

04OT0215.indd 1

1/29/15 3:18 PM

Square 9 ad Feb 15.indd 1

1/13/15 3:43 PM

EXECUTIVE DIRECTOR’S PAGE

Take a Look at BTA’s Collaboration Groups

re you seeking a means to connect with non-competing office technology dealers with the shared goal of helping one another better achieve business success through an unparalleled exchange of ideas and best practices? BTA has the answer: Its peer collaboration groups. In fact, the association has two options available for your consideration. Who better to learn from than like-minded individuals who can help you address challenges you may be facing in your dealership? BTA’s first peer collaboration group, the Select Dealer Group (SDG), was established in 2004. Today, there are 39 member dealerships in the group. SDG members attend three two-day meetings each year, but have the opportunity to seek and share advice with one another throughout the year. Membership is geographically restricted. Dialog within the group remains confidential. Each year, the group’s members participate in a financial survey process administered by Strategic Business Associates (SBA), under the leadership of John Hey and Todd Johnson. Ultimately, the results of the survey are presented so that each member can see how his (or her) dealership’s financial metrics compare to the industry benchmarks as taught in BTA’s ProFinance workshop; ProFinance attendance is required for SDG membership. Members also receive the financial metrics of the entire group in aggregate, providing a look at the collective performance of members against the benchmarks. (Individual member financial metrics remain strictly confidential.) Dean Swenson, president of The Swenson Group, Livermore, Calif., is the current SDG president. “Our mission is to leverage

our collective strengths and experiences to help each other grow our unique businesses,” he says. “By benchmarking, sharing best practices and learning from industry leaders and vendors, SDG members continue to grow, thrive and lead in an everchanging industry.” On page 22 in this issue, you will see comments from Chip Miceli, president of Des Plaines Office Equipment, Elk Grove Village, Ill., regarding his membership in SDG. He states, in part: “It is my belief that all dealers should belong to a group such as SDG, as it benchmarks industry practices and allows dealers to hear different ideas, discover how their fellow dealers do things and learn why something was successful or why it was not.” The second of BTA’s two peer collaboration groups is the PRO Dealer Group (PDG). Established in 2011, the group currently has 22 member dealerships. Members meet twice a year. Like SDG: PDG membership is geographically restricted; members participate in a financial survey process administered by SBA; year-round dialog and the exchange of ideas is encouraged; ProFinance attendance is required; and all meeting dialog is held in confidence by the group’s members. Mike Blake, president of Corporate Business Systems, Madison, Wis., is the current PDG president. “Our group has come a long way in the short time since it was established and has resulted in many new collaborative friendships among its members,” he says. “The open discussions in our meetings and otherwise have been fantastic. Seeing the dynamic of dealers helping dealers is very rewarding and beneficial.” Are you interested in learning more about BTA’s peer collaboration groups? Visit www.bta.org/PeerGroups. n — Brent Hoskins

Executive Director/BTA Editor/Office Technology Brent Hoskins brent@bta.org (816) 303-4040 Associate Editor Elizabeth Marvel elizabeth@bta.org (816) 303-4060 Contributing Writers Robert C. Goldberg, General Counsel Business Technology Association Troy Harrison, SalesForce Solutions www.troyharrison.com Mike Lecak, Collaborative Consultant Group www.collaborativeconsultantgroup.com Chip Miceli, Des Plaines Office Equipment www.dpoe.com David Ramos, InfoTrends www.infotrends.com

Business Technology Association 12411 Wornall Road Kansas City, MO 64145 (816) 941-3100 www.bta.org Member Services: (800) 505-2821 BTA Legal Hotline: (800) 869-6688 Valerie Briseno Membership Marketing Manager valerie@bta.org Mary Hopkins Database Administrator mary@bta.org Teresa Leerar Bookkeeper teresa@bta.org Brian Smith Membership Sales Representative brian@bta.org Photo Credits: Bigstockphoto. Cover created by Bruce Quade, Brand X Studio. ©2015 by the Business Technology Association. All Rights Reserved. No part of this publication may be reproduced by any means without the written permission of the publisher. Every effort is made to ensure the accuracy of published material. However, the publisher assumes no liability for errors in articles nor are opinions expressed necessarily those of the publisher.

6 | w w w. o f f ic et ec hno lo g ym a g.c om | F e b r ua r y 2 0 1 5

06OT0215.indd 1

1/29/15 3:14 PM

Service Management Solutions

Thereâ&#x20AC;&#x2122;s more than one way to gain insight into your business. ECi e-automate is a business software system developed specifically for companies that sell and service technology. By bringing together the different aspects of your business, e-automate provides an informed perspective so you can make better decisions, faster. And with the right information at your fingertips, e-automate will help you create an efficient operation so you can continue to focus on building profitability.

SALES

866-342-8392

PURCHASING

INVENTORY

www.e-automate.com

CONTRACTS

SERVICE

CONTACT:

866.342.8392 www.e-automate.com

ACCOUNTING

REPORTING

e-automate@ecisolutions.com

e-automate ad Jan 15.indd 1

12/10/14 11:26 AM

BTA PRESIDENT’S MESSAGE 2014-2015 Board of Directors

O’Leary Presentation Will ‘Ignite Your Life!’

oon it will be March and BTA’s Winter Break district event will be upon us. It is difficult to believe that spring is almost here. This year’s Winter Break, hosted by BTA Southeast and scheduled for March 20-21, will feature an all-star lineup of sponsors, speakers and educational sessions at Disney’s Grand Floridian Resort & Spa in Orlando, Fla. Winter Break is also doubling up with IBPI to allow for more bang for your buck, and even more opportunities to learn and network with the many dealers who will be present. I encourage you to register and attend this fantastic opportunity to learn. It only takes one connection with a peer, one nugget of knowledge from the educational lineup or alignment with one of our great vendor partners to more than pay for your trip. Plus, who doesn’t enjoy the Disney theme parks? This year’s event will also feature a special presentation that I promise you will not want to miss. Rising Above’s John O’Leary and his powerful message, “Ignite Your Life! Discovering the Keys to Unlock Passion, Potential & Impact,” will stir you to your core and send you home with a call to action. John will join us as the guest of Chris Polek, CEO of Polek & Polek Inc. I not only want to personally thank Chris for his sponsorship of this special presentation, but to encourage all who attend to do so as well. Thanks Chris, for providing us the opportunity to hear an inspiring message from this wonderful man. I had the opportunity to hear John present at the 2012 Gateway to Success event, hosted by BTA Mid-America in St. Louis, Mo. That presentation was also sponsored

by Polek & Polek. Without sharing too much of John’s message (you simply have to hear his story; it is amazing), I can assure you that what we go through in our daily challenges as office technology dealers pales in comparison to what John has overcome in his life to “rise above” his circumstances and become a remarkable speaker, businessman, husband and father. John talks about the adversity he faced as a young boy after an accident that left him hospitalized for an extended period of time. He goes on to talk about the heroes in his life and the people who were instrumental in his survival and future success. He shares his story in a way that only he can, and uncovers the joy of life and the importance of making a positive impact on others’ lives. Many times during our careers, we find ourselves in situations that can easily give us feelings of frustration and, sometimes, despair. John’s message will provide you with the tools and capacity to move beyond those feelings and rise above your circumstances to take control and enjoy the process along the way. I remember coming home after hearing John present in St. Louis. The inspiration he gave me to be a positive impact on others not only changed my life, but hopefully changed the lives of the individuals around me as well. I cannot wait to hear him again and be reminded of all the people and things I should celebrate in my life and business. I know you will come away from John’s presentation the same way I did — speechless and passionate about internalizing and projecting the message of joy every day. If you have not already registered for Winter Break, I encourage you to do so today. Visit www.bta.org/BTASoutheastEvent for more information and to register. I look forward to seeing you in Orlando. n — Ron Hulett

President Ron Hulett U.S. Business Systems Inc. 3221 Southview Drive Elkhart, IN 46514 ron.hulett@usbus.com President-Elect Dave Quint Advanced Systems Inc. 2945 Airport Blvd. P.O. Box 57 Waterloo, IA 50704 dquint@asiowa.com Vice President Rob Richardson Allied Document Solutions & Services Inc. 200 Church St. Swedesboro, NJ 08085 robr@ads-s.com BTA East Mike Boyle BASE Technologies Inc. 23 Francis Clarke Circle, Ste. 1B Bethel, CT 06801 mboyle@baseinc.com BTA Mid-America Dan Castaneda International Copy Machine Center 1515 Lee Trevino, Ste. EE El Paso, TX 79936 dan@icmc-elp.com BTA Southeast Gerry Purvis Purvis Business Machines Inc. 4505 Highway 39 N. Meridian, MS 39301 gerry.purvis@gopurvis.com BTA West Mike Ehlers Yost Business Systems 685 E. Anderson Idaho Falls, ID 83401 mike@yostonline.com Immediate Past President Todd J. Fitzsimons Automated Business Solutions DBA Network Imaging 277 Captain Lewis Drive Southington, CT 06489 tjfitzsimons@ni-ct.com Ex-Officio/General Counsel Robert C. Goldberg Schoenberg Finkel Newman & Rosenberg LLC 222 S. Riverside Plaza, Ste. 2100 Chicago, IL 60606 robert.goldberg@sfnr.com

8 | w w w. o f f ic et ec hno lo g yma g.c om | F e b r ua r y 2 0 1 5

08OT0215.indd 1

1/29/15 3:16 PM

THE MOST ADVANCED PRODUCT LINE-UP IN THE WIDE FORMAT INDUSTRY

C7800 HIGH PRODUCTION COLOR PRINT SYSTEM APPLICATION VERSATILITY • Display Graphics • Business Communications • Technical Documents CMYK DRY TONER SYSTEM • Lightfast • Waterproof images EXPANDED RANGE OF APPLICATIONS • Indoor / Outdoor Media • Backlit Graphics • Billboard Displays

KIP 70 SERIES

INFINITE POSSIBILITIES • Smart Multi-Touch Controls • Space Saving Design • Comprehensive Software Apps • Integrated Production Systems • Mobile Cloud Convenience • Eco Friendly System

WWW.KIP.COM (800) 252-6793

LI KE US

K I PA M E R I C A

KIP ad Dec 14.indd 1

FO LLO W

@ K I PA M E R I C A

K I PA M E R I C A N OV I

11/18/14 10:55 AM

Large Format Are you walking by sales opportunities? by: Brent Hoskins, Office Technology Magazine

ave you largely ignored large format? That is, have you paid little or no attention to the use of or demand for imaging devices in environments where large- (or wide-) format prints or copies are either a daily necessity or frequently needed? Among your customers and prospects, the demand for large format may be more sizable than you think. Perhaps it is time to take another look. “Market research firm InfoTrends estimates that the North American wide-format technical and graphics print systems market is expected to exceed 80,000 units in 2016,” says Tim Horn, vice president of sales for KIP America Inc., a manufacturer of toner-based LED models; KIP is solely engaged in the large-format industry. The company has seen an annual increase in unit placements between 10 to 17 percent within the past two years for each of its product segments, he says, emphasizing that dealers may be surprised to learn the extent of the demand among their customers. “We estimate that up to 20 to 30 percent of the BTA dealer’s customer base utilizes wide-format systems.” Jamie Sirois, Designjet technical production segment manager at Hewlett-Packard (HP), offers a similarly compelling statistic. “We have found, through HP internal research, that the wide-format opportunity in the United States is about $1.7 billion a year,” she says, noting that the number includes hardware, supplies and service. She affirms HP’s commitment to help the dealer channel claim its share of the sizable market — while thwarting competitors. “We want to help dealers diversify their businesses and make sure that they have the ability to go where the competition might be already.” A strategy to thwart the competition is commonly cited. “There is no question that dealers who are not selling wideformat systems are losing a portion of their business to someone else,” Horn says. “If the dealer is not supplying wide-

format systems, the customer is buying from someone who does — a competitor who, perhaps, also has a line of MFPs. That could create some challenges for the dealer in the future. So, in today’s environments, it is important for dealers to meet all of their customers’ printing technology needs.” Tim Check, product manager for professional imaging at Epson America Inc., a manufacturer of large-format inkjet printers, echoes the perspective, noting that the office technology dealership’s current customers include those already using large format for signs, posters, technical drawings, etc. “Whether the dealership sells them today or not, its customers are going somewhere to get large format,” he says. “The exciting part is we can arm dealers with our latest large-format products, so that they can be a one-stop shop. And, they are not complicated products.” Check is referring, specifically, to Epson’s newest line of pigment-ink large-format printers, the SureColor T-Series launched in September 2014. The series — with each model retailing below $7,000 — is designed for not only technical environments (e.g., architects, engineers, etc.), but also for marketing professionals and the general office. “This series fits well in a number of different market segments with different types of users and it is extremely easy to use,” he says. “Plus, it can be a multifunction product. If the user wants large-format copying or scanning, these capabilities can be added. So, for example, if the customer starts out with a printer only, but decides a year later that copying is needed, a scanner can be added at that time.” The SureColor T-Series serves to address one of the current transitions taking place in the large-format industry, Check says. “People are moving away from having a big, centralized print room to having a more decentralized area,” he says. “So, instead, they are placing large-format printers on each floor, closer to where people are working. They

10 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Cover Story Feb 15.indd 1

1/29/15 3:22 PM

ISION

Simple.

Powerful. Award-winning MPS software managed and hosted in a secure environment No up-front investment and no long-term commitment Access to PrintFleet training and support resources

814

PrintFleet ad Feb 15.indd 1

Want to learn more? Get Connected with us at ITEX! info@printfleet.com

1/14/15 9:28 AM

don’t need to have a $100,000 What are the best printer that can produce a mass strategies for success for “ ... Having someone who amount of output. They want office technology dealcan sit down with a customer something that is much more ers interested in purand really understand ... affordable, smaller and easier to suing the large-format the challenges they are work with than the larger, highprinter market opportutrying to solve is critical ... volume equipment.” nity? Where should they It is difficult for a sales rep There are other notable begin? Based on her extrends in the large-format inperience with dealers with limited knowledge dustry. For example, speaking working with HP, Sirois about wide format to close the sale.” in particular of toner-based offers some sage advice. — Tim Horn LED models, Horn cites the “I always tell dealers to KIP America Inc. transition to color. “I was there be realistic and walk bewhen, on the small-format side, fore they run,” she says. the transition from monochrome to color occurred,” he “Make sure you have a plan. Sometimes the dealer gets very says. “Those were exciting times in the industry when a lot of excited about these products and sets very aggressive goals. dealers and manufacturers experienced growth. With wide I always say: ‘Be a little bit more conservative. Let’s think format, this transition to color is just now starting to occur.” things through. What is realistic for your territory?’” Today, while 80 to 85 percent of images in the technical Dealerships new to large format should start with “lowsector are still printed in monochrome, “customers abso- hanging fruit,” Sirois adds, noting that for some dealerships, lutely want to transition to color as soon as they can,” Horn large format can ultimately contribute 15 to 20 percent of says. “The market is ready for the transition; 2015 is going to annual revenues. “Start with the customers you know. Those be a big year for KIP, as we will introduce a number of new are usually your easiest sales; they will give you a chance color systems in anticipation of the demand.” because they have that relationship with you. They will lisSirois notes that the transition to color in the technical ten to you because you are a trusted advisor on the other sector is also increasing demand for color inkjet large-for- products you sell them.” mat printers; that is, some customers are replacing tonerThose dealerships that are the most successful with the based LED models with color inkjet models. “That presents product category have both a “champion” and general-line a lot of growth opportunity for sure,” she says. “We are see- reps selling the products, Sirois says. “Put some kind of coming end users who previously had both an LED monochrome pensation plan together that gives your generalist reps a device and an inkjet color device now replacing those with a good incentive to talk about wide format and give them the single, high-end color inkjet device.” support they need with that champion,” she says. “That way, Whether it is a toner-based LED or inkjet opportunity, they only have to know a little bit about wide format and can the technical sector appears to be a prime replacement just open the door to the conversation. They can then bring market for a few other key reasons. A lot of end users are in the champion when the customer expresses an interest in finding that the lack of support for older versions of Win- the product.” dows, as well as the lack of parts, are becoming problems, Horn concurs that having a champion on the sales staff is Check says, noting that today’s end users also see that new ideal. “Without a doubt, having someone who can sit down models on the market are 10 times faster and cost less to with a customer and really understand their workflow and operate. “There is a huge installed base of more than 100,000 the challenges they are trying to solve is critical,” he says. “In large-format printers in the United States,” he says. “Many other words, it is difficult for a sales rep with limited knowlof them need to be replaced.” edge about wide format to close the sale. It requires someone While opportunity exists for the replacement of aging who can understand what the customer wants to do.” models, there is also a net new growth opportunity, attribAs they look to the large-format opportunity, there are uted, in part, to the transition among many end users from some common sources of hesitation among dealers. For exoutsourcing to in-house printing. “Before, you would get a ample, Horn notes, some dealers may be concerned about very large set of plans from a local reprographer,” Sirois says. the commitment to resources required in relation to the “Today, because of electronic distribution and accessibility level of opportunity that exists within their customer bases. of plans, individual engineers and construction companies Check suggests that some dealers may be thinking about the are only printing pages they need and have brought a lot of complex and expensive models of the past and are wrongly that printing in-house.” assuming the obstacles remain. 12 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Cover Story Feb 15.indd 2

1/30/15 11:46 AM

The TOTAL

Managed Print Software SOLUTION FMAudit is the most utilized MPS software in the world!

Using FMAudit managed print solutions you will: • Remotely install, maintain and update software with limited IT staff involvement • Maintain 100% control of your data—no third party has access to your data • Reduce overhead, automate processes and increase sales

Schedule a DEMO with FMAudit TODAY! Visit www.ECiSolutions.com/MPS or call 573-632-2461 573-632-2461 • fmaudit@ECiSolutions.com • www.fmaudit.com ECi, FMAudit and the ECi Red Box logo are trademarks or registered trademarks of eCommerce Industries, Inc. All rights reserved.

ECi FMAudit ad Feb 13.indd 1

1/17/13 4:05 PM

format specialists. Our job Sirois, too, points to is to make sure that the permisperceptions. “The num“Part of our job ... is to ceived complexity goes away. ber-one objection we hear educate dealers about ... We make dealers extremely from traditional office techthe value in terms of cost comfortable in the market nology dealers is the perper page as compared to and with the products.” ceived level of complexity of the traditional MFP. The ink Sirois also emphasizes wide format,” she says. “We on that paper ... is going the financial payoff. “Part don’t like things that are difto generate dollars for the of our job, of course, is to ferent; we are all creatures educate dealers about how of habit. So, sometimes dealdealer, not just pennies.” big the opportunity might ers are extremely comfort — Jamie Sirois be and the value in terms of able with traditional MFPs, Hewlett-Packard cost per page as compared but see this device with 24-, to the traditional MFP,” she 44- or 60-inch wide output says. “The ink on that paper at 100-percent and perceive a different level of complexity.” However, Sirois says, HP commits a significant amount saturation is going to generate dollars for the of time and resources to “walk dealers through the pro- dealer, not just pennies.” n Brent Hoskins, executive director of the cess,” educating them about the market, end users and the Business Technology Association, is editor products themselves. “We have several layers of personnel of Office Technology magazine. He can be to help with this, including technical consultants, softreached at brent@bta.org or (816) 303-4040. ware solution architects, presales consultants and wide-

The Right Partner Makes All the Difference Partner with us to sell document management solutions with a proven business plan that includes ﬁeld sales support. For over 25 years, we’ve been by your side every step of the way. www.docuware.com

Executive Leadership Council

14 | w w w. o f f ic et ec hno lo g y m a g.c om |F e b r ua r y 2 0 1 5

Cover Story Feb 15.indd 3

1/29/15 3:22 PM

With over 350 dealer membersâ&#x20AC;&#x201D;from $1 million to $180 million in annual salesâ&#x20AC;&#x201D; IBPI has a combined buying power of nearly $4.5 billion. Our dealers enjoy bestin-class pricing and programs from these fine vendors and many other benefits. Find out how IBPI can make your business stronger and more profitable...risk free!

Call today: 480.393.1694

ibpi_OT_full_15.indd 1 IBPI ad Feb 15.indd 1

1/6/15 9:10 AM 1/8/15 11:59 AM

Are You Ready? Navigating change in 2015 will lead to success by: Mike Lecak, Collaborative Consultant Group

s you step back and celebrate 2014, I hope you are looking back at a year that was filled with met expectations, company growth and a strategic direction to ensure you maintain that upward trend. If your company is like most, you have seen change and adjusted accordingly. Some, however, continue to do what they have always done, thinking: “It has worked in the past, so there is no reason for us to fool with success.” I caution you: In these times of rapid change, that line of thinking can have adverse effects on your organization and everyone in it. Predicting the future is fool’s gold. We all know the world is changing. We know that if we do not adjust, we will be left behind. What does that really mean and how can we make sure we are on the right seat of the right bus, headed in the right direction? Today, more than ever before, I believe organizations must be prepared to change. As the saying goes: “Change is inevitable, growth is intentional.” We do have a choice. We can choose to continue to ignore patterns. We can choose to ignore our employees’ needs. We can choose to drive new initiatives with stale management tactics. More than 80 million millennials are entering the workforce. Chances are you have hired this “new” worker. Do you and your management team understand this generation? Are you able to give these workers what they need? Do you know what that is? The new workforce is made up of welleducated, technically savvy, optimistic people. They have a keen understanding of what they want and have been coached on how to get it. How will this new generation of workers thrive in your organization? These are people who can move your business forward. They have no “history.” Put them to the test and provide them with a coaching atmosphere. This is what they desire and the reality is, if they do not get it from you, they will seek it elsewhere. As you look into 2015, ask yourself this question: “Can I get the results I need by doing what I did last year?” Chances are the answer is “no.” I assume you went through some level of

strategic planning in the fourth quarter of 2014. Those planning sessions differ for everyone, but one thing is certain: You have a number in mind and you need to get your team on board to hit it. Getting that number now requires some level of change — a change in your approach or a change in your products and services. If you are going to change your approach, it is more likely to affect your current employees. They just came off a good year, and they understand their jobs and their customers, so why mess with a good thing? Well, the answer is to create the next “good thing.” Getting pushback from your employees in regard to change is normal. Your ability to navigate the waters of change and bring your team with you is what will ultimately lead to success. You can dramatically increase your chances by including your employees in the change initiative from the start. Ask their opinions. The idea is not to acquiesce, but to seek input and allow them to have a stake in the outcome. Most of us want to be part of the solution. We also want to share our ideas and help shape the future. This level of “ownership of the outcome” creates accountability — and accountability is a business owner’s best friend. If your plan includes changing your products or services, this will require an “all-hands-on-deck” effort. I frequently am asked: “What are the best strategies to pursue in 2015?” The first answer I give: “What is your capacity to change and what is your organization’s awareness of the need to change?” Let’s look at managed network services (MNS) or managed print services (MPS). These initiatives have been around for a while, although I contend that while the terms are somewhat mature, the execution inside our channel still has some catching up to do. As you look at 2015 and decide if you should introduce MNS or re-introduce MPS into your portfolio of deliverables, you will need to look at your organization as a whole. Do your current sales practices align with a services model? Does your management team understand how to manage

16 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Lecak Feb 15.indd 1

1/29/15 3:41 PM

Products Services Solutions The single source for your imaging business.

BUILD your own customized MPS program using our award-winning mpsSELECT™ solutions and services as your foundation. We can recommend equipment and supplies that are optimal for a managed print environment.

CHOOSE individual services or an all-inclusive Cost-Per-Image package to best fit the needs of you and your customers. Our Solutions Advisors will explain all the options available.

MANAGE every aspect of your MPS business via our online portal MyPrinterManager.com, where you’ll find all the tools and resources to be successful in MPS.

Delivering an exceptional customer experience with every order • Comprehensive line of imaging supplies • Broad selection of equipment & parts • Drop-ship featuring your brand

Ask us about our Advantage MPS program featuring HP.

www.suppliesnetwork.com

Supplies Network ad Feb 15.indd 1

• 1-2 day delivery via ground shipping

800-729-9300

Visit us at ITEX Booth #1112 1/19/15 2:19 PM

understand that someone is — and that the sales cycle of a services platform? Is ... I do know that someone is your competitor. your compensation structure aligned 2015 will be a year that you possibly with this model? If the answer to any of the organization that ask more from your sales reps — more these questions is “no,” then the chances is best prepared to in terms of higher quotas, new product of success are less likely and the interest make changes and lines/services or even larger territories. level will fall off quickly. Leadership will adapt to business Have you done an adequate job preparing be critical. This type of change requires conditions can and them? Do they have the tools and skills a mentoring leadership style. You cannot to succeed? As your services change, you “scrub your MIF” or look at lease expirawill be successful. must position your sales team members tions and expect to drive results. as experts. This means they will have to Business strategy is driven by the consumer. Your customers are demanding more; are you ready “sharpen the saw.” Good enough is not good enough anymore. The easy answer to “What’s next?” is MNS, MPS, mobile to give it to them? The method does not really matter. What matters is what the customers need. We need to step back printing or 3D printing — and I could go on. The real quesand ask ourselves: What besides our relationship bonds us tion is: Can you get your team members prepared and put to our customers? Is 2015 the year that you cement those them in a position to be successful in a changing market, relationships with more than a lunch and an invite to the regardless of what product or service you move into? When company golf outing? Are your sales staff members trained you understand where your organization is, you will be in a to deliver this new model? Are they capable of moving into better position to move it forward. Too often we do not take a “personal inventory” and we different levels of an organization and really finding out how to best service its needs? If the answer is “no,” you need to end up spending time, money and a lot of effort on something we were never prepared to change. Set your coordinates and understand what or who can take you off track. Dealing with these “interruptions” up front will make the journey that much easier. I believe the key to making strides in 2015 will be to understand where you are and where you want to go. Try benchmarking. Your ego may take a hit, but it is important to measure yourself against successful companies. This is the surest way to understand if your company is not adapting. If you are not adapting as an organization, you, as the leader, must force the pace. Talk about it constantly, walk the walk and lead by example. Sometimes you have to force greatness. Searching for a magic bullet is a huge waste of time and resources. This is a game of singles, not home runs. So, what is next? I am not sure what that means in terms of products or services, but I do know that the organization that is best prepared to make changes and adapt to business conditions can and will be successful. 2015 is set up to be an amazing ride. Jump on! n Mike Lecak has been in the industry since 1983, starting with ComDoc in Pittsburgh, Pa. After a successful 15-year career, he joined Toshiba as a district sales manager. Lecak joined Print Inc. in 2004 to manage sales for the company’s channelfocused PrintValue Solutions program. In 2009, he joined Konica Minolta to manage its West region for managed print. Lecak currently serves as president of Collaborative Consultant Group. He can be reached at mlecak@collaborativeconsultantgroup.com. Visit www.collaborativeconsultantgroup.com. 18 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Lecak Feb 15.indd 2

1/29/15 3:39 PM

Importing all those meter reads for your MPS Program into your billing system causing you grief?

You have options. 1

Switch all of your accounting and service management software. Use an expensive, proprietary system that your accountant has never heard of. Then spend the next 18 months implementing that system and training your staff.

Keep your current accounting system in place. Use Miracle Service with the optional meter module to easily import meters from PrintFleet, FM Audit, Print Audit, Print Tracker, OEM specific software or directly from email enabled devices, into your billing system. We like Option #2 as well, and so do the hundreds of dealerships we’ve worked with to implement Miracle Service’s meter module.

Miracle Service ad Jan 15.indd 1

Over 5,000 users in 45 countries use Miracle Service to streamline their ﬁeld service operations.

1-866-463-9368 info@miracleservice.com www.MiracleService.com

12/8/14 4:17 PM

A Look Back & Forward DPOE celebrates six decades in the industry by: Chip Miceli, Des Plaines Office Equipment

his year, we are celebrating the 60th anniversary of Des Plaines Office Equipment (DPOE). This anniversary provides us the opportunity to reflect on our beginnings, along with the evolution of the company and the industry in general. Our company got its start in 1955 when my father, Vince Miceli, opened shop in his garage selling office desks and chairs. That seems light years away from the MFPs that dominate the landscape today. Let’s put the history of the company in perspective. When DPOE first opened its doors for business, Dwight D. Eisenhower was president of the United States, a new Ford sold for between $1,600 and $2,900, the average income was just Above: DPOE’s over $4,000 a year and a gallon of gasoline sold multimedia room. for 23 cents. Right: DPOE team Dad eventually outgrew the garage enterprise members ( from and moved the business to a small storefront left to right) Joe in Des Plaines, Ill., where he was an agent for Martisius, soluOlivetti calculators and Underwood typewrit- tion specialist; ers. Fast forward 60 years. Today, DPOE is an Russ Vitrano, net85-employee company with three locations, and work operations it is regarded by our colleagues and peers as a center (NOC) leader in the Chicago market for document solu- engineer; Michelle tions and print management technology. Sunny, marketing coordinator; and Tobias Washington, NOC engineer. Just as our country has seen many changes, so has our industry. A lot has happened in the more runs with greater efficiency may prove to be more cost efthan three decades since my brother Victor and I became ficient. The number of companies in our industry using the principals of DPOE. We are proud of being early adopters MPS model has increased significantly, but there are still and cheerleaders of managed print services (MPS), help- others to be converted. ing to transform the way customers and fellow dealers apOne of the challenges in our industry has always been how proach the cost of generating documents and printing their to grow. We have always believed that growth should be a sevcorporate materials. For many years, office technology us- eral-fold strategy: adding new technology, products and serers and vendors looked at document generation (copying or vices is one path; the other is growth by acquisition. We have printing) in terms of an initial outlay in contrast to the cost done both. During the nation’s 2007 to 2010 financial downper page to produce documents. We have worked diligently turn, we took the plunge and acquired several smaller comto substantiate that a more expensive printer or MFP that panies that could not be sustained in the anemic economy.

20 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Miceli Feb 15.indd 1

1/29/15 3:53 PM

PRE-NXB

Fewer service calls per day.

More mobile workers

Greater mileage reimbursement

HIGHER OVERALL EXPENSES

CALL

11:00

2:30 CALL

3:30 CALL

LUNCH

8:30 OOPS. JAKE NEEDS A PART BACK AT THE OFFICE. WHERE IS JAKE GOING?

PRE-NXB CALL

7:30 AM JAKE IS OFFICE-BOUND

SCENIC DETOUR?

MISSED ASSIGNMENT :(

5:00 PM CLOCK OUT 8:00 CLOCK IN

POST-NXB 7:30 AM CHARLES IS FIELD-BOUND

CALL

3:30

INFIELD TRANSFER + LUNCH WITH BOB

CALL

9:00 CALL

8:00 CLOCK IN

Fewer mobile workers

POST-NXB

1:00 Best Route Inefficient Route

10:30

Increased calls per day

Cuts actual miles driven by 40%.

TOTAL COST = REDUCTION

30%

WWW.NXBMOBILE.COM

NXB ad Feb 15.indd 1

1/19/15 2:25 PM

We know that with a challenging finanshould belong to a group such as SDG, Using an office cial landscape comes the potential for as it benchmarks industry practices increased opportunity. While it may and allows dealers to hear different technology dealership seem counterintuitive to spend money ideas, discover how their fellow dealers service department while suffering a weak economy, compado things and learn why something was to provide network nies that do so are more likely to come successful or why it was not. and IT services comes out winners in the future. SDG brings together noncompeting at a considerable Critical to our growth over the past dealers, allowing them to speak openly 60 years has been our ability to stay on and honestly about the marketplace cost savings ... top of changing technology. We have exand their internal issues without feeling perienced the rise and fall of numerous threatened. The group meets at various trends, particularly over the past decade. dealership locations throughout the United States three Managed network services (MNS), for example, has be- times a year, with discussions running the gamut from come a real center of opportunity for our industry. In a nut- employment issues to dealership branding, from methods shell, MNS means adding information technology (IT) to the of vendor negotiation to expansion plans — all under the list of services that an office technology dealership provides. safety net of confidentiality and mutual trust. Companies that provide office equipment and technology In general, building a successful business requires a wide have become a source for IT solutions. Many businesses variety of tools. While keeping abreast of technology and have laid off their in-house IT and network people to save on marketing your products and services to your best advan$80,000-plus annual salaries and are looking to outsource tage are key components of a lucrative business model, the these functions. Using an office technology dealership ser- peer group experience is similarly essential. By sharing with vice department to provide network and IT services comes and learning from others within our industry, everyone — at a considerable cost savings, both in hourly rates and the most importantly our clients — comes away a winner. accompanying lack of benefits/salary considerations. BusiAnniversaries are a time to review and reflect. Some nesses will continue to look to outsource their IT and net- years back, we drafted a corporate mission statement that work functions and, increasingly, an attractive alternative spoke to our goals. Among those initiatives was our desire will be the office technology dealership that is prepared for to establish DPOE as a national leader in print management this change. and related systems; to treat each client as if he (or she) were As an example, we implemented a remote monitoring our only client; to offer technology and services with rapid plan that allows our offices to monitor the status of equip- response; to provide the latest in equipment and services at ment at client locations; as such, we can resolve issues be- competitive pricing; to sustain a company culture for emfore they become bigger problems. The addition of a net- ployees that is rewarding and encourages personal and prowork operations center (NOC) has further enhanced our fessional growth; and to be a good corporate neighbor and market share. an integral part of the communities we serve. Video walls/video boards are another growing trend that I think that we have made good on our corporate mission, is proving successful to the wide line of services. Video walls and for our future we plan to continue to adhere to these offer customers the ability to create an unlimited amount goals. Vic and I owe our thanks to our father for his sense of displays in virtually any size and format. A single image of entrepreneurship in 1955 that led to our proudly havcan be enlarged across the entire video display or different ing a third generation of family members now working in inputs can be utilized to create overlapped displays across this business. It has been a long road from the days of office several monitors. Video walls are fast becoming essential to furniture to multifunction printers, MNS, archiving and the office mix for companies in need of large displays; it is a more. But it has been a great journey, with more to come. trend we recognized a couple of years ago and we believe it We thank our customers, industry associates and many will become more prevalent in our industry. friends for helping us celebrate this milestone. We believe We are also aware of the importance of peer groups, such dad would be pleased to see where his origias the Select Dealer Group (SDG). I am proud to be a found- nal vision has taken the company. n ing member and to have served as the group’s president for Chip Miceli is president of Des Plaines several years. In these peer groups, dealers from different Office Equipment, headquartered in geographic regions meet regularly to share experiences, Elk Grove Village, Ill. He can be reached at learn from each other and, in general, address the present chip@dpoe.com or (847) 879-6400. and future of our industry. It is my belief that all dealers Visit www.dpoe.com. 22 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Miceli Feb 15.indd 2

1/29/15 3:53 PM

4,594

dealerships have sought out our top quality parts and supplies for multifunctional printers and copiers to better their bottom line. Call NA Trading to become one of them today. Cl N

NaO3S

SO3Na

N N

NaO3S

SO3Na

Weâ&#x20AC;&#x2122;re formulated to better your business.

1-800-231-8434 www.natrading.com

NA Trading-ENX ads Feb 15.indd 1

1/22/15 10:42 AM

COURTS & CAPITOLS

Transactional Documents Start the year out right — update your agreements by: Robert C. Goldberg, general counsel for the Business Technology Association

s businesses, services, laws and regulations change, so must the transactional documents that regulate the relationship with the end user. Many dealers have found that the use of a master agreement (which sets out terms and conditions applying to all of their transactions), coupled with separate order forms, statements of work, license terms and/or service, support and maintenance agreements, is the preferred approach. If you have added a product or service, or simply have not tweaked your transactional documents in three or more years, it is time to take action. The master agreement approach makes it easier for salespeople and administrative employees. Once an end user signs and returns the master agreement, all those terms and conditions are set. If there is any negotiation, it only takes place once. Furthermore, if a revision is desired, an identical letter to all customers can be used. However, along with the benefits, there are some potential problems that should be kept in mind. Supplemental forms should contain basic, but complete, information regarding the purchase, license or service to be performed. As a general rule, supplemental forms should contain: (1) The names of the companies providing and receiving the products or services (2) A reference to the master agreement (name/number/date) (3) The complete name of each product and/or a complete description of each service (4) The term of the supplemental agreement, if applicable (5) Where the products and/or services will be delivered (6) The price for each product and/or service (7) Payment terms (if a lease, reference the lease agreement) (8) Contact information for the responsible individuals of each party Just as there are matters to be included in supplemental documents, there are those that should not be added. Avoid any provisions that conflict with the master agreement. In the event that terms have been negotiated that do contradict the master agreement, they should be included in the supplemental agreement along with a clause: “In the event of any conflict in the terms of the master agreement and this statement of work, the terms of the statement of work shall control.” In this manner, it is the last document signed that controls.

A repeated inquiry I receive from dealers is about the wisdom of bundling equipment leases and service into a single agreement. Clearly, the end user prefers writing a single check, but it is also the end user who has decided to lease rather than purchase the equipment. I do not recommend bundling equipment, maintenance and support into a single document. If there is an attempted early termination by the end user, a termination of the dealer by the supplier, a change in your supplier or a sale of the business, it is advantageous to legally control the services for which you are responsible. Overcome the single-check preference by offering your portion for an annual payment or quarterly payments that are less than the monthly amounts. If you are attending BTA’s Winter Break district event March 20-21 at Disney’s Grand Floridian Resort & Spa in Orlando, Fla., join me for my educational session, “Managed Legal Liability.” This session, complete with templates and checklists, will help guide you in updating your transactional documents and reducing your liabilities. If you need another reason to join us in Orlando in March, I hope this motivates you to register today. n Robert C. Goldberg is general counsel for the Business Technology Association. He can be reached at robert.goldberg@sfnr.com.

24 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Goldberg Feb 15.indd 1

1/29/15 4:00 PM

EDUCATION CALENDAR February

19 Building My Business Webinar: “How to Increase Sales Productivity & Decrease Turnover“ While technology has changed the products and services office technology dealers sell and the way they are sold, low sales-rep productivity and high sales-rep turnover are still major concerns for BTA dealers. In this webinar, Larry Breed of Market Mentor Online will share his firsthand experiences about sales-rep productivity, turnover and lead generation, and provide attendees with a strategic plan for long-term business development. Visit www.bta.org/BuildingMyBusiness to register.

March

18-19 BTA Service Management Workshop Orlando, Fla. The BTA Service Management Workshop was developed to help dealership principals and service leaders not only learn about the various financial and operational service benchmarks, but also learn how to develop specific action plans tailored to each dealership. These plans will enable attendees to implement change, drive financial gain and improve customer satisfaction. Attendees of the March 18-19 workshop receive free registration to BTA Southeast’s March 2021 Winter Break district event. Visit www.bta.org/ServiceManagement to register. 20-21 Winter Break - A BTA District Event Hosted by BTA Southeast Orlando, Fla. BTA Southeast will host the first of its two 2015 district events on March 20-21, 2015, at Disney’s Grand Floridian Resort & Spa in Orlando, Fla. The event will feature a keynote session dealer panel, seven additional educational sessions presented by industry leaders and a special session by John O’Leary of Rising Above. In addition, there will be time to visit with peers and 30-plus exhibiting sponsors. The event will wrap up with a trip to one of the Disney theme parks of your choice: Magic Kingdom, Epcot, Hollywood Studios or Animal Kingdom. Visit www.bta.org/ BTASoutheastEvent to register.

April 8-9

ProFinance 2.0 Houston, Texas The principles of ProFinance have dramatically improved the performance of hundreds of dealerships. But with the introduction of color, connectivity, software, managed print services (MPS) and managed network services (MNS), the business has changed — and ProFinance has changed with it. ProFinance 2.0 incorporates these changes into the new industry model, including benchmarks for MPS. With more than 30 key benchmarks, this management tool will help you and your team achieve double-digit operating income. Visit www.bta.org/ProFinance to register. For more information, visit www.bta.org/Education or call (800) 843-5059.

www.offi cetechnol ogymag.com | F e b ru a ry 2015 | 25

Calendar Feb 15.indd 1

1/30/15 11:31 AM

BTA HIGHLIGHTS BTA would like to welcome the following new members to the association:

Dealer Members Advanced Imaging Solutions, Minnetonka, MN CCP Solutions, Farmingdale, NY Central Jersey Office Equipment, Monroe, NJ Chattanooga Business Machines, Chattanooga, TN CSP Office Equipment Co., Shamokin, PA Dean Office Solutions, Morristown, NJ Ideal Office Machines, Searcy, AR INTEGRA Business Systems, Rockford, IL Metro Mail Services, Springfield, VA ProServ Business Systems, St. Joseph, MO Shenandoah Valley Office Equipment, Verona, VA Vary Technologies, Portsmouth, NH Service Associate Member Coco Training & Coaching, Danbury, CT Vendor Associate Members Carolina Wholesale, Charlotte, NC Imminent Technologies, Waco, TX Intellinetics, Columbus, OH Mito Color Imaging Co., San Diego, CA For full contact information of these new members, visit www.bta.org.

BTA Scholarship Foundation Worried about the rising cost of your child’s tuition fees? The sons and daughters of fulltime employees of BTA member dealerships can apply for scholarships for use at colleges or accredited vocational trade schools. The scholarship application submission deadline for the 2015-2016 year is May 1, 2015. Visit www.bta.org/Scholarships for more information. For information on BTA member benefits, visit www.bta.org/MemberBenefits.

For the benefit of its dealer members, each month BTA features two of its Vendor or Service Associate members in this space. BTA Vendor Associate member Carolina Wholesale offers a product mix that includes fax machines, printers, MFPs, calculators, typewriters, dictation/ transcribing equipment, telephones, presentation equipment, paper handling, shredders, cash registers, time clocks and supplies for each. For more than four decades, Carolina Wholesale has built its reputation and success by providing consistently excellent service and favorable pricing. The company serves all 50 states plus Canada and Puerto Rico, and carries more than 10,000 active items representing more than 100 manufacturers. www.cwholesale.com

BTA Service Associate member Industry Analysts Inc. is one of the most popular places to turn to for industry news and information. The company’s free What’s Happenin’ Report comes out twice each week with the latest information about your vendors and dealers like you. Visit the Industry Analysts Inc. website to sign up. The company has been serving the office technology industry for more than 40 years with market research, product testing and expert analysis. www.industryanalysts.com A full list of BTA Vendor and Service Associate members can be found online at www.bta.org.

26 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Highlights Feb 15.indd 1

1/29/15 4:16 PM

PRINCIPAL ISSUES

Diversification Strategies Today, digital signage provides a good example by: David Ramos, InfoTrends

here is an old adage that goes, “Diversify or die.” It speaks to one of the many pitfalls of staying complacent. I am not a doomsayer who is screaming “The sky is falling!” regarding A3 and A4 hardware placements and saying that if you do not change your businesses model immediately, you will be out of business in five years. Diversification, however, is a sound strategy. There is clearly an abundance of opportunities in our industry today to diversify revenue streams. Among them are managed print services; enterprise content and document management; additive manufacturing (3D printing); managed IT services; phone systems; audio/video conferencing; and digital signage with interactive display kiosks. I especially like the digital signage opportunity that is available to the independent office technology dealer channel, and I like it for two reasons. First, because it is smart, cutting-edge, sexy technology — technology that I would be excited to sell if I were in a dealership today. Second, the market potential and growth is very appealing from a dealership principal perspective. Market potential is expected to reach $15 billion with an estimated CAGR of 8.94 percent from 2014 to 2020. Over the past five years, there has been a paradigm shift in the demand for digital signage products and their applications in many sectors — retail, education, government, corporate, sports and transportation. The digital signage market is complex, consisting of many parts. The offering includes hardware, software (server, distribution and scheduling, and content management), applications (commercial, infrastructure, institutions and industrial) and products (indoor and outdoor). Toshiba America Business Solutions Inc. (TABS; Toshiba) has been preaching the sermon of revenue diversification to the dealer channel for more than a decade with its managed print services strategies and offerings. Diversified revenue streams are one way to better manage incoming revenue and gain more predictability. Because your eggs are not all in one basket, alternate revenue streams can help compensate when you have low hardware sales and service revenue months — they can help lessen the blow to your bottom line. So why my less-than-subtle reference to Toshiba? It is due to the company’s unique presence in the digital signage space. Toshiba’s mission is to provide content creation, fully managed content and communication solutions that deliver the right message to the right place at the right time. Ellumina Digital Signage Services, for example, includes indoor and

Examples of Toshiba digital signage in a variety of locations. Clockwise from top left: shopping mall directory; retail store; and sports arena. outdoor digital displays, video walls, interactive touch panels, QSR menu boards and custom-designed interactive customer experiences — all supported by powerful, end-to-end technology platforms for managing content and state-of-the-art, cutting-edge equipment. The content creation and management component (among other technology advantages they also hold) is what makes this offering so appealing to both the dealer and end user. We all understand that every customer is unique; some need to augment their own creative staff, others need complete content creation services. Toshiba’s offering drives value from content expertise, professional design, implementation and operation, and a single point of accountability from a trusted technology leader. With this level of support at both the channel partner and channel client levels, the company provides a unique offering compared to other vendors in the digital signage space. The Toshiba support level is attractive to dealers. It includes assessments and site surveys; design and implementation; installation and service; content development and creation (I cannot emphasize enough how valuable this is); content management; and financing and leasing. If I am going to invest in a revenue diversification strategy, and digital signage is my choice of the plethora available, the next step is to pick someone to ask to the dance. When I make that selection, I want to know that the company knows what it is doing. Toshiba had a string of hits in 2014 in this regard and www.offi cetechnol ogymag.co m | F e b ru a ry 2015 | 27

Ramos Feb 15.indd 1

1/29/15 4:28 PM

approximately 1,800,000 kilowatt-hours of none are more impressive than its partnerelectricity annually. The net savings during a ship with Anschutz Entertainment Group Look for industries 10-year period should total $1,650,000, with (AEG). Unless you have been living on the to diversify into that an overall energy reduction of 56 percent. moon, you already know AEG is the world’s are growing or have “Office equipment dealers seeking to dilargest owner of sports teams and sports the potential to grow versify and generate revenue to offset the events, the owner of the world’s most profitfaster than our current steady decline in prints should strongly able sports and entertainment venues, and, consider selling digital signage,” says Scott under AEG Live, the world’s second-largest industry of hardwareMaccabe, president and CEO of TABS. presenter of live music and entertainment only placements. “With market research company IHS preevents. In September of last year, Toshiba dicting the market to exceed $15 billion by was named a “founding partner” and the official electronics provider of Staples Center by AEG, owners the end of this year, the demand for digital signage implemenof the downtown Los Angeles sports and entertainment arena. tations will only increase exponentially. Since entering this As the exclusive supplier of digital signage and displays for space in October 2012, our dealer partners have already expethe arena, Toshiba supplied Staples Center with more than 900 rienced much success while securing an array of impressive displays, as well as interactive digital signage, multimedia con- implementations within professional sports and entertaintent, venue and affiliate product placement, and a comprehen- ment venues, shopping malls and corporate headquarters.” Maybe you are not where you need to be from a business resive social media program with the Los Angeles Kings to enhance the fan experience at the Staples Center. The partnership sults standpoint and the timing for diversification is not right. also included the installation of nearly 16,000 LED lights in Perhaps a focus on your core is what is needed today. However, the L.A. LIVE east and west garages, which is expected to save once you improve your results, diversifying your company will be a good strategy. When the time is right, my advice is simple: n Step 1 — Define your diversification strategy. n Step 2 — Draw up a list of your company’s core competencies. Knowing your strengths can give you some idea of which opportunities will be most profitable when diversifying. n Step 3 — Look for industries to diversify into that are growing or have the potential to grow faster than our current industry of hardware-only placements. n Step 4 — List your options. If you want to diversify into the cloud and offer managed IT services, you could launch a joint venture with another company, acquire a company that has the skill set you need or, if your IT department has the right skill set, you could branch it off into a separate business. n Step 5 — Make a strategic analysis to choose the best option. If you are looking to buy or merge with another company, assess its strengths and weaknesses before putting up the money. If you plan to invest in something like Toshiba digital signage, you need to know about the investment needed and the support necessary to be successful. n David Ramos is the director of channel strategy service for InfoTrends. He is responsible for managing custom consulting projects, providing forecast analysis, developing market-sizing estimates and marketing channel strategy services to independent companies in the office technology and IT services sectors. Prior to joining InfoTrends, Ramos held positions at IKON Office Solutions and Xerox. He can be reached at david.ramos@infotrends.com. Visit www.infotrends.com. 28 | w w w. o f f ic et ec hno lo g y m a g.c om | F e b r ua r y 2 0 1 5

Ramos Feb 15.indd 2

1/29/15 4:26 PM

SELLING SOLUTIONS

The Handoff Five ways to smoothly transition accounts by: Troy Harrison, SalesForce Solutions

“W

hen I hire a new sales rep,” a business owner said to me, “I always give him [or her] a few of my own accounts to help him get his territory going. What is the best way to make that handoff happen?” This question came from an attendee at a recent seminar I gave in Las Vegas, and it is a good question. Handing off accounts — or transitioning territories — is a potentially touchy task. Our salespeople build relationships with customers and, for whatever reason, we are severing one relationship to start another. Comfortable customers buy, and one of the most uncomfortable moments for a customer is when a new salesperson takes over his account. Here are five ways to remove the discomfort and keep the customer’s business intact. (1) Give the customer plenty of warning. Customers do not like surprises. They like it even less when the surprise has to do with the point person for their business. So, one key to a smooth transition is to warn the customer ahead of time and give him an opportunity to mentally adjust to the idea of a new salesperson before he has to adjust to the reality of a new salesperson. Sometimes this is not possible (for instance, when there is a sudden change in personnel), but often it is. If you have a senior rep who is leaving, if you, as a manager, are transitioning some of your own accounts, or if you are just doing a territory realignment, you need to give your customers a heads-up — and put a completely positive spin on it. (2) Make the handoff in person. The handoff should be made in a face-to-face meeting where the old salesperson introduces the new salesperson. This allows the old salesperson (with whom trust has been established) to introduce the new salesperson. In doing so, the old salesperson is giving the new salesperson his endorsement. This should mean that the “new guy” does not have to build a relationship from scratch. In those cases where the old salesperson is not available to make the handoff (for instance, if the old salesperson abruptly quit or was fired), a manager (you) should conduct this meeting. You do have your own relationships with key customers, right? (3) Train the new salesperson. The biggest customer fear

is that there will be a drop in service levels when the new salesperson takes over. Do not let that happen. Make sure the new salesperson is trained to a reasonable level of competence; you will not be able to replace 20 years of experience with one training session, but the new salesperson should know your company’s products and services, as well as your sales process and culture. Good onboarding and training can get a new salesperson to about 70 to 75 percent of the effectiveness of a veteran. Make sure the new salesperson is at this level before the handoff. (4) Give extra support to the new salesperson. You may need to devote extra resources to the new salesperson handling the account(s) for a while. That means extra support personnel, more of your time and increased quality checks. The most critical issue here is that the customer should not perceive a drop in his level of customer service — and if the customer perceives an increase in his level of service, that is even better. While you are at it, devote extra management time to the transition. Do not be afraid to follow up individually with customers to make sure they are happy with the transition. The critical piece is that the relationships between your company and your customers stay intact. (5) Do not force customers to accept the new rep. If you www.offi cetechnol ogymag.com | F e b ru a ry 2015 | 29

Harrison Feb 15.indd 1

1/29/15 4:39 PM

transition a lot of customers, invariably your handoff efforts on the A’s, the B’s and you will have at least one unhappy custommaybe a few high C’s, and let the salesperDo not force customers er. No matter how good the new salesperson fly on his own in the low C’s. to accept the new rep. son is, there is the possibility of a personWhether you are transitioning one acIf you transition a ality conflict between a legacy customer count or a whole territory, keep these steps lot of customers, and a new rep. When that happens, do not in mind to make a successful transition. n invariably you will force the customer to accept a salesperson Troy Harrison is the author of “Sell Like You he does not want to deal with. Remember: Mean It!” and a speaker, consultant and have at least one One way or another, the customer will cut sales navigator. He helps companies build unhappy customer. that salesperson out of the process, either more profitable and productive sales forces with his cutting-edge sales with you or without you. This means that, training and methodologies. sometimes, you have to make the uncomFor information on booking speaking/training fortable decision to move an account. Do not be afraid to do it, engagements, consulting or to sign up for his and unless it is a pattern, do not blame the salesperson. Perweekly e-zine, call (913) 645-3603 or sonality conflicts happen. email troy@troyharrison.com. You should, of course, allocate your time wisely. If you clasVisit www.troyharrison.com. sify your accounts on the old “A/B/C” system, focus most of

ADVERTISER INDEX 18 • Ask the Analyst

13 • ECi FMAudit

21 • NXB

(800) 843-5059 / www.bta.org/AsktheAnalyst

(573) 632-2461 / www.ecisolutions.com/MPS

www.nxbmobile.com

28 • BTA Scholarship Foundation

23 • ENX Magazine

11 • PrintFleet

(816) 941-3100 / www.bta.org/Scholarships

(818) 505-0022 / www.enxmag.com

www.printfleet.com

2-3 • BTA Southeast Event

15 • IBPI

5 • Square 9

(800) 234-8996 / www.bta.org/BTASoutheastEvent

(480) 393-1694 / www.ibpi.net

www.square-9.com/reseller

31 • ChannelPro Network

9 • KIP America

17 • Supplies Network

www.channelpronetwork.com

(800) 252-6793 / www.kip.com

(800) 729-9300 / www.suppliesnetwork.com

14 • DocuWare

19 • Miracle Service

32 • Q2

(888) 565-5907 ext. 211 / www.docuware.com

(866) 463-9368 / www.miracleservice.com

(888) 826-2576 / www.q2products.com

7 • ECi e-automate

23 • NA Trading and Technology

(866) 342-8392 / www.e-automate.com

(800) 231-8434 / www.natrading.com

30| w w w. o f f ic et ec hno lo g ym a g.c om | F e b r ua r y 2 0 1 5

Harrison Feb 15.indd 2

1/29/15 4:39 PM

FREE OFFER

for BTA Members

Your sales and services revenues can grow with managed print services. Embracing I.T. solutions can be the next big step. Your business is evolving from sales and services to managed print services. That is just the beginning. Selling I.T. solutions and managed I.T. services can represent significant revenue opportunities for office technology professionals. How big an impact do these solutions make on your business? Take our one-minute survey to let us know and we’ll give you a free subscription to ChannelPro magazine — the magazine for integrators offering I.T. solutions and managed services. You’ll also be included in our Amazon gift card drawing. Take the survey and sign up now.

Visit www.ReadChannelPro.com today!

www.ChannelProNetwork.com

Channel Pro Network ad Jan 15.indd 1 ChannelPro Full Page.indd 1

12/11/14 8:53 AM 12/10/14 3:50 PM

PRSRT STD U.S. Postage Paid Fulton, MO 65251 Permit #38

Office Technology Magazine Business Technology Association 12411 Wornall Road Kansas City, MO 64145 (816) 941-3100 www.officetechnologymag.com www.bta.org

Your HP Source Fuser Units and Maintenance Kits

Q2 offers a full line of remanufactured HP Fuser Units and Maintenance Kits with a one year warranty and no charge return label.

TAA Compliant Toner Cartridges

At Q2, our TAA Compliant cartridges, in black and color, are OEM equivalent in quality and performance. Jumbo and MICR alternatives. Free shipping on orders of $200 or more.

Remanufactured Toner Cartridges

For your most cost conscience consumers, find high quality low cost alternative remanufactured toner cartridges. Free shipping on orders of $200 or more.

www.Q2Products.com 1-888-826-2576 custsvc@q2products.com Q2 supports the Wounded Warrior Project. Ask your Sales Representative for details!

Please visit with us at the BTA’s “Winter Break” in Orlando

Q2 ad Feb 15.indd 1

1/23/15 9:05 AM