July 2016 Office Technology

01OT0716.indd 1

6/28/16 1:36 PM

West16Spread.indd 1

6/29/16 9:49 AM

West16Spread.indd 2

6/29/16 9:49 AM

CONTENTS Volume 23 • No. 1

FEATURE ARTICLES 10

Document Security Are your reps raising the topic with customers?

REFLECTIONS ON 90 YEARS A Fundamental Component BTA is a business partner to the dealer

26

by Rock Janecek 2010-11 BTA President

by Brent Hoskins Office Technology Magazine

For many, the wake-up call came on April 19, 2010, when correspondent Armen Keteyian reported on the CBS Evening News that documents scanned on a “copier” could prove to be a matter of “turning an office staple into a digital time bomb.”

Since that report aired, the industry has made significant strides. End-user awareness has greatly increased.

Document and information security requirements have become commonplace in RFPs. And MFP manufacturers are continually expanding their security capabilities.

18

What began as a group of typewriter dealers wanting to share information and techniques 90 years ago has evolved into an international organization that encompasses all aspects of office technology and automation.

COURTS & CAPITOLS Overtime Compensation New eligibility rules go into effect Dec. 1

27

by Robert C. Goldberg BTA General Counsel

Meet Rob Richardson BTA’s new national president assumes office

Overtime compensation has long been an issue for dealers. Recent changes to the overtime rules require that every dealership review job descriptions, compensation levels and timekeeping procedures.

by Brent Hoskins Office Technology Magazine

On July 1, Rob Richardson, president and founder of Allied Document Solutions & Services (ads-s), located in Swedesboro, New Jersey, became the national president of the Business Technology Association (BTA). He is the association’s 82nd president. This marks Richardson’s 23rd year leading ads-s, which offers HP printers and Toshiba MFPs. Recently, Office Technology magazine had the opportunity to visit with Richardson, asking about his role as a BTA volunteer and the association.

21

SELLING SOLUTIONS Be Prepared Eight steps to an outstanding sales structure

29

by Patricia Fripp Fripp VT

You must burn vivid examples and key ideas into your prospect’s mind so he (or she) cannot forget how you are different from your competition. This is critical if you are one of several individuals competing for the same company’s business.

BTA Celebrates 90 Years Industry leaders gather in Kansas City for BTA events

by Elizabeth Marvel Office Technology Magazine

On June 8-10 BTA Mid-America hosted the 2016 BTA National Conference at the InterContinental Kansas City at the Plaza in Kansas City, Missouri. The three-day event kicked off with the keynote session, “Combat Leadership: Building High-Performance, Winning Teams,” with Leif Babin, a former Navy SEAL officer, now with Echelon Front. On June 10, BTA held its 90th anniversary event, BTA at 90: A Celebration, at Kansas City Union Station in Kansas City, Missouri.

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

28

• BTA Highlights

6

Executive Director’s Page

8

BTA President’s Message

30

Advertiser Index

4 | ­w w w. o f f ic et ec hno lo g ym a g.c om | July 2 0 1 6

04OT0716.indd 1

6/29/16 10:14 AM

ARE OEM STRATEGIES

THREATENING YOUR BUSINESS? Cut the strings and take back control

Introducing GreenSweep The OEM conversion program that gives you the power to take back control.

With GreenSweep you can earn a

5-10% Quarterly Rebate over and above your current program by converting your OEM customers to CIG's award winning imaging products.*

WE WANT TO BE YOUR PARTNER NOT YOUR PUPPETEER For more information contact your sales representative today 800.624.6991 | cloverimaging.com/greensweep

ALL CLOVER MANUFACTURED BRANDS ARE ELIGIBLE

*Customer must have current OEM spend of $50,000 or more to be eligible as part of GreenSweep 447316A

Clover ad July 16.indd 1

GreenSweep Powered by

6/29/16 3:15 PM

EXECUTIVE DIRECTOR’S PAGE

Capture the Magic to be Held Aug. 4-5

T

his year’s Capture the Magic event, hosted by the dealer volunteer leadership team of BTA West, will feature a powerful keynote session and six general sessions specifically selected for today’s office technology dealers. The agenda will also feature great networking opportunities, including a welcoming reception, plenty of time to visit with peers and exhibiting sponsors, and a Blue Man Group performance on the final night of the event.

Capture the Magic will begin at 3 p.m. on Thursday, Aug. 4, with welcoming comments and the keynote address led by Jeff Slutsky, founder of Street Fighter Marketing. The keynote, “Street Fighter Marketing: Out-Thinking, Not Out-Spending, Your Competition,” will be filled with numerous examples of the innovative, shrewd, clever and “out-of-the-box” thinking and effective communication strategies needed to compete in today’s business environment.

Learn the Street Fighter secrets of doing more with less, in what Inc. Magazine referred to as “Brains Over Bucks.” In this session, Slutsky will share his secrets to marketing without money.

Following the keynote, the second educational session will be held: “Understanding & Leveraging the XQ Factor of Your Employees,” with Joe Keshmiri, XQ Innovation.

The welcoming reception will follow from 6 to 7:30 p.m., giving attendees time to network with peers and exhibitors.

The second day of Capture the Magic will begin at 7 a.m. on Friday, Aug. 5, with breakfast, followed by three educational sessions. The morning sessions: “The Ten Commandments of New Revenue Growth,” with Steven Rolla, Pros Elite Group; “How

to Increase Sales & Retain Accounts in the New Era of Office Technology,” with Ed McLaughlin, Valderus, and Rick Reynolds, AskForensics; and “Seat-Based Billing for Managed Print,” with West McDonald, Print Audit and FocusMPS. Lunch will follow the morning sessions.

After lunch, two sessions will wrap up the educational lineup: “End-in-Mind Hiring,” with Troy Harrison, Troy Harrison & Associates; and “Key Trends in the Hardware & Consumables Markets,” with Charles Brewer, Actionable Intelligence.

Following Brewer’s session, closing comments and prize drawings will be held.

Attendees can enter on-site for a chance to win prizes from the exhibitors and five $100 American Express gift cards from BTA West.

At 6:30 p.m., attendees will depart for the Luxor Hotel and Casino to see the Blue Man Group performance.

Two front-runner events will take place prior to Capture the Magic. On Aug. 3-4, Compass Sales Solutions will hold its Executing Sales Strategies event, which will feature educational sessions by expert speakers, best practices and materials/deliverables. On Aug. 4, BEI Services will hold its BEI Performance Workshop, featuring “three surefire ways to make a difference in your service operations results today.” For more information on these front-runner events, visit www.bta.org/BTAWestEvent.

Two-for-one BTA member dealer registration for Capture the Magic is only $199 and dealers can use their $150 or $250 discount codes received with membership toward registration. Non-member dealer registration is $249.

For more information or to register for the event, visit www.bta.org/BTAWestEvent. I look forward to seeing you in Las Vegas. 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 Patricia Fripp, Fripp VT www.frippvt.com Robert C. Goldberg, General Counsel Business Technology Association Rock Janecek, 2010-11 BTA President rjanecek@gmail.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. ©2016 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 | July 2 0 1 6

06OT0716.indd 1

6/29/16 10:19 AM

ECi ad May 16.indd 1

4/12/16 11:40 AM

BTA PRESIDENT’S MESSAGE

Meet BTA’s 2016-17 Volunteer Leaders

A

s the 82nd president of the Business Technology Association (BTA), I am looking forward to helping guide the association alongside the rest of the 2016-17 volunteers: National PresidentElect and Board Member Dan Castaneda, International Copy Machine Center, El Paso, TX. National Vice President and Board Member John Eckstrom, Carolina Business Equipment Inc. (CBE), Columbia, SC. National Immediate Past President and Board Member Dave Quint, Advanced Systems Inc., Waterloo, IA. BTA East President Tim Seeley Jr., Seeley Office Systems Inc., Glens Falls, NY. BTA East President-Elect Don Risser, Advanced Laser Printer Service & Supplies Inc., Emigsville, PA. BTA East Vice President Aaron Rubin, Docutrend Imaging Solutions, New York, NY. BTA East Secretary/Treasurer Mike Ardry, Office Equipment Center LLC, Plantsville, CT. BTA East Board Member David Scibetta, Copier Fax Business Technologies, Buffalo, NY. BTA East Immediate Past President and National Board Member Jim Donnellon, ABS Business Products Inc., Cincinnati, OH. BTA East National Board Member Greg Gondek, ACT Group, Cromwell, CT. BTA Mid-America President Greg Quirk, JQ Office Equipment of Omaha Inc., Omaha, NE. BTA Mid-America President-Elect DJ Hastings, Hogland Office Equipment, Lubbock, TX. BTA Mid-America Vice President Mike Nerland, Elite Business Systems, Sioux Falls, SD.

BTA Mid-America Secretary/Treasurer Chris Albert, Document & Network Technologies Inc., Fenton, MO. BTA Mid-America Board Member John Ross, Laser Logic Inc., Lawrence, KS. BTA Mid-America Immediate Past President and National Board Member Erik Crane, Copy Products Inc., Springfield, MO. BTA Mid-America National Board Member Bob Evans, Function4, Sugar Land, TX. BTA Southeast President and National Board Member Tim Renegar, Kelly Office Solutions, Winston-Salem, NC. BTA Southeast President-Elect David Polimeni, Laser Rite Document Solutions, Sarasota, FL. BTA Southeast Vice President Mike Hicks, Electronic Business Machines (EBM), Lexington, KY. BTA Southeast Secretary/Treasurer Bill James, River Ridge, LA. BTA Southeast Immediate Past President and National Board Member Brian Snow, Advanced Business Systems, Tallahassee, FL. BTA West President Mike Brandon, ABC Office Equipment Co., Spokane, WA. BTA West President-Elect Joe Escamilla, Document Systems, Oxnard, CA. BTA West Vice President Mike McCurdy, Integrated Technologies Inc., Twin Falls, ID. BTA West Secretary/Treasurer Dan Bombard, Yuma Office Equipment, Yuma, AZ. BTA West Board Member Mike McGuirk, ProCopy Office Solutions Inc., Tempe, AZ. BTA West Immediate Past President and National Board Member John Hines, Copiers Northwest Inc., Seattle, WA. BTA West National Board Member Cathy Dimon, Northern Business Systems, Fairbanks, AK. n — Rob Richardson

2016-2017 Board of Directors President Rob Richardson Allied Document Solutions & Services Inc. Swedesboro, New Jersey robr@ads-s.com President-Elect Dan Castaneda International Copy Machine Center El Paso, Texas dan@icmc-elp.com Vice President John Eckstrom Carolina Business Equipment Inc. Columbia, South Carolina johne@cbesc.com BTA East Jim Donnellon ABS Business Products Inc. Cincinnati, Ohio j.donnellon@absproducts.com Greg Gondek ACT Group Cromwell, Connecticut greg@advancedcopy.com BTA Mid-America Erik Crane Copy Products Inc. Springfield, Missouri ecrane@copyproductsinc.net Bob Evans Function4 Sugar Land, Texas bobevans@digiteconline.com BTA Southeast Brian Snow Tallahassee, Florida Advanced Business Systems bsnow@a-b-s.com Tim Renegar Kelly Office Solutions Winston-Salem, North Carolina trenegar@kellyofficesolutions.com BTA West John Hines Copiers Northwest Inc. Seattle, Washington jhines@copiersnw.com Cathy Dimon Northern Business Systems Fairbanks, Alaska cdimon@acsalaska.net Immediate Past President Dave Quint Advanced Systems Inc. Waterloo, Iowa dquint@asiowa.com Ex-Officio/General Counsel Robert C. Goldberg Schoenberg Finkel Newman & Rosenberg LLC Chicago, Illinois robert.goldberg@sfnr.com

8 | ­w w w. o f f ic et ec hno lo g yma g.c om | July 2 0 1 6

08OT0716.indd 1

6/29/16 4:36 PM

We’re here to print, protect and serve

Our highly trained and certified document security experts are ready to help you protect your data and your business. We’ll assess the security of your device, security of access that people have to those devices, and the security of your documents. Then, we’ll help you implement that plan so you can rest assured your business will be safe and secure. That’s MANAGED BY MASTERS

To learn more about printing security, go to BUSINESS.TOSHIBA.COM or call 1-800-GO-TOSHIBA.

©2016 Toshiba America Business Solutions, Inc. Electronic Imaging Division. All rights reserved.

Toshiba ad July 16.indd 1

6/21/16 8:24 AM

Document Security Are your reps raising the topic with customers? by: Brent Hoskins, Office Technology Magazine

F

or many, the wake-up call came on April 19, 2010. That was the day news correspondent Armen Keteyian reported on the CBS Evening News that documents scanned on a “copier” could prove to be a matter of “turning an office staple into a digital time bomb.” As a digital security expert interviewed in the report stated: “These copiers are actually PCs that need to be cleaned up.”

The report revealed that the hard drives of several used copier/MFPs purchased as part of an undercover investigation contained, for example, the list of “targets in a major drug raid” from the narcotics unit of a police department in New York and “300 pages of individual medical records” from a New York insurance company.

Keteyian stated in his report that the number of copiers with confidential data potentially on their hard drives “piling up in warehouses” is evidence that “the average American is unaware of the dangers posed by digital copiers.”

Since that report aired, the office technology industry has made significant strides. End-user awareness, through industry educational efforts and otherwise, has greatly increased. Document and information security requirements have become commonplace in RFPs. And, of course, MFP manufacturers are continually expanding their portfolios of security capabilities.

“Since that CBS News report, we haven’t really seen or heard anything specific to our industry as big as that,” says Joe Contreras, vice president of product and solutions marketing at Toshiba America Business Solutions Inc. “That’s really what created the awareness and raised the bar for manufacturers to ensure that we’re going to lock down our systems, making certain that MFPs are not the source of any leaks going forward.”

Chris Bilello, director of business development for Konica

Minolta Business Solutions U.S.A. Inc., says the report “obviously lit up our phones.” It led, in part, to the company’s introduction of its bizhub™ SECURE security service, a solution providing multiple levels of hard-drive security for its imaging devices, most recently expanded to include bizhub SECURE Healthcare.

Speaking in particular of Konica Minota bizhub MFPs sold through its direct sales operations, Bilello says bizhub SECURE is now standard and, so, requires an “opt-out” as companies sign sales orders. “Today, about 70 percent of our clients opt for bizhub SECURE,” he says. “The other 30 percent either don’t have an interest or they ask us for the documentation in order to implement the functionality themselves.”

Today, most would acknowledge that document and information security is nothing less than mainstream. “All industries at this point recognize information security as a top priority,” says John Thiessen, a senior product manager at Ricoh USA Inc. “Basically, they want the best security possible. It is now a mature requirement and something that more or less every customer pays attention to in one form or another. They recognize the value of it and recognize the requirement that they have to have something in place.”

If end users recognize security as a “top priority,” are office technology dealerships actively engaging end users in dialog about MFP security functionality and its importance? Perhaps not. Bilello notes that he recently addressed approximately 35 dealers attending a health-care symposium regarding MFP security. “I asked, ‘Could I see a show of hands of those whose organizations are encrypting hard drives prior to placing an MFP on your client’s network in health care?’” he says. “Maybe three or four raised their hands. I said to the others, ‘You’re making a big mistake.’”

10 | ­w w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

Cover Story July 16.indd 1

6/29/16 4:52 PM

Hytec ad July 16.indd 1

6/27/16 9:30 AM

says he thinks many ofBilello said he told the dealers fice technology industry that their companies could be “I think a lot of sales reps sales reps are not engagliable for any breaches (Health ... don’t want to bring it up ing in dialog with end Insurance Portability and Acbecause it could slow down users about security becountability Act [HIPAA] violaa sales cycle. But I told my cause “we hold the sales tions) of private information, if audience, ‘This is a sales professional responsible they do not provide security on opportunity; you’re not only for so much,” given the the MFPs they place in healthever-expanding offercare environments. “I told them, showing that you’re forwardings of network services ‘By encrypting that hard drive, thinking, but you can charge for the service.’” and software solutions. there is almost a 100-percent

— Chris Bilello “That checklist is getguarantee that a breach in Konica Minolta Business Solutions U.S.A. Inc. ting so long that I think health-care personal informawhat we need to start tion will never happen [with the MFP] since that hard drive is encrypted,” he says. “I think a doing is establishing a tighter talk track that delves a little lot of sales reps, whether they are at a direct branch or an deeper in one area or the other,” he says. “Right now, in some independent dealership, don’t want to bring it up because it cases, I think it’s just an oversight, because the sales profescould slow down a sales cycle. But I told my audience, ‘This sional is trying to hit so many different buttons that some is a sales opportunity; you’re not only showing that you’re are missed. So, security is something that, as a manufacturer, we have to continue to put in front of sales professionforward-thinking, but you can charge for the service.’”

Jim Coriddi, vice president of the Dealer Division at Ricoh, als; we have to continue to remind and emphasize, and then that has to be managed through sales managers. It really requires establishing new habits as to how you approach the customer. Right now, security is a very important element, but it’s something that is on a pretty long list.”

Thiessen offers a similar perspective, emphasizing the need for questions regarding document security to be asked of end users in the right manner. “At this point, there isn’t a one-size-fits-all question for security, since each account has its own unique set of requirements,” he says. “However, dealers are very effective at following the information, following the document. Some of the security issues or opportunities could come up in the natural sequence of discussing where that information travels. To help drive the conversation, we recommend that sales professionals pose such questions as, ‘What would happen if this information was compromised? What would the impact on your business be if someone outside of your company had access to that information?’ It is most effective if these questions are asked in the realm of learning the process of how the end If not, maybe it’s time to give Q2 a try. user’s information travels, as opposed to asking, ‘Hi. I’m here from ABC Company. What do you think about security?’ It needs to be in the flow of the dialog of understanding how customers manage their businesses.”

Asking the right questions and leading the conversation on security can help a sales rep distinguish his (or her) dealership from the competition, Contreras says. “Our advice to sales reps is to educate your customers,” he says. “Make them aware of the threats that exist, because if they are not in one of the highly regulated industries [i.e., health care, No Quotas. No Rebates. No games. financial services, etc.] it tends to become a lower priority.

The best quality, pricing and customer service, always.

Question for you....

Are you delighted with your current supplier?

Contact Q2 today at 1-888-826-2576

12 | ­w w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

Cover Story July 16.indd 2

6/29/16 4:18 PM

Premium Imaging Supplies

by

GS $AVIN OVER OEM!

888-632-5515 // imagestar.com sales@imagestar.com

You’ve found the right mix between price and quality with Hyperion Buy Hyperion Risk Free 100% performance guarantee compared to OEM yield and print quality.

We guarantee each cartridge to be free of defects in both material and workmanship for a period of one year from the date of purchase.

Visit Us Online!

Extra High Yield Cartridges Available Increase your profits even more by lowering your cost per page with Hyperion Extra Yield cartridges. Less shipping and reduced environmental impact by using fewer cartridges.

Image Star Benefits Full Line Of OEM And Compatible Supplies // Nationwide Delivery With 1-2 days ground to most of the US // 24/7 Access at ImageStar.com // Open 8:00am - 8:00pm EST

print | digital | website | e-bulletins

bpomedia.com

imagestar.com

print | digital | website | e-bulletins

MAY 2015

CHANNEL EVOLUTION

ELL IGE NCE BUS INE SS INT GOOD DATA LEADS NS TO GOOD DECISIO

BER

SEPTEM

2015

OF ZOMBIES AND BUTTERFLIES :

THE NEED FOR

CHANNEL DIVERSIFICATIO N

THE INTELLIGENCE OF BUSINESS PERFORMANCE MANAGEMENT

Best Pr

FROM COST SAVINGS DRIVER TO INNOVATION

CHANNEL EVOLU TION, CHANNEL OPPOR TUNIT

02

April 2015 Volume 6,

No. 2 theimagingchannel.com

A GUIDE TO GOING

DEN

G HID DATA MENT DOCU UE THAT CAN O VAL

TURNIN

HP ROLLS OUT COMPLETE LASER PRINTER REDES IGN FEATURING JETINTELLIGE NCE TECHNOLOGY

dd 1

AUTO N IS MATIO AUTO RETAIL IN

g

WHAT DOES YO

TRAIN UR ING REGI MEN

e 6,

No. 3 channel.c om

June

Subscribe Today!

Go to www.WorkflowOTG.com & www.TheImagingChannel.com and click on “Subscribe” to receive print publications, digital editions, and weekly e-newsletters.

Your total guide to the evolving office technology landscape.

LIKE?

THE CH EVOL ANNEL UTIO N:

3/24/15 4:36 PM

THE IFYING FININGN DEMYST AND DE MATIO FEARS

TRUE

rketin

LOOK

theim

er 03 Numb

4/27/15 9:27 PM 0415_tic_cover_V1.in

INT ED BE MIN

WHY P THE MV

e 03 |

and Ma

Volum

RU MATIO AUTO XT BIG DIS E NE

Volum

in Sales

aging

1

IES:

PAPERLESS

WHAT A TO DOES P PROF SALES ES LOOK SIONAL LIKE?

2015

0515_wkf_cover.indd

N IN IT OLUTIO T REV OCESS THE NEX TIC PRN WILL BE OR ROBO PT

TH

actices

THE SHIFTING APE: CLOUD LANDSC

Volume 03 | Number

N M AT IO A U T O VAT IO N NO & IN

S SMARTER BUSINES EQUALS INTELLIGENCE S INTELLIGENT BUSINES

TIMES , AND DE STRATEGIE S VICES ARE CH ANGIN G

MATC HING MARK ET & CU ST

OMER TO FIN D AND MA SALES SUCC RKETING ESS

The Imaging Channel:

An integrated resource for the print and imaging industry that brings together the leading market information, business concepts, strategies and people in managed print.

Workflow:

A publication, website and e-newsletter for the business process automation and content management industry. Workflow delivers leading-edge information to the principal IT VARs, dealers, resellers, OEMs, vendors, and distributors.

WorkflowOTG.com | TheImagingChannel.com

Image Star-BPO ads July 16.indd 1

6/24/16 3:50 PM

decline, you’ve done your So, raise the awareness. It job to protect them. You’ve creates additional opportu“I liken security to an informed them.” nity and helps differentiate insurance policy. You buy For those sales reps who and position that sales rep it and it’s there when you are looking to ramp up their as a true consultant and need it, although you don’t dialog with customers on trusted advisor of the clialways use it. But when you the topic of security, Conent, because the rep is truly need it, you really need it. treras suggests an initial acting in the customer’s If you don’t have it then, talk track with which anybest interest.” one can identify. “I liken seBilello offers similar adthere could be huge ramifications.” curity to an insurance polivice. “Inform your clients

— Joe Contreras cy,” he says. “You buy it and upfront that you would like Toshiba America Business Solutions Inc. it’s there when you need it, to provide security services although you don’t always to lock down that MFP before it connects to the network,” he says. “Inform them use it. But when you need it, you really need what’s available and if your client says, ‘I’m not interested’ it. If you don’t have it then, there could be or ‘I’ll do it myself,’ provide them the necessary documen- huge ramifications.” n Brent Hoskins, executive director of the tation and make sure that you’ve done your job to inform Business Technology Association, is editor them that these settings and these functions are availof Office Technology magazine. He can be able. Offer your expertise and your value-added services reached at brent@bta.org or (816) 303-4040. to help them enable the functions. At the very least, if they

Congratulations on 90 Years of Service

Leading ECM Technology Profit from a Partnership with a Future

+

=

Contact us: dwsales@docuware.com 888-565-5907 ext. 221

14 | ­w w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

Cover Story July 16.indd 3

6/29/16 4:19 PM

Better partner programs begin with

better partners.

Because it’s not what you do that sets you apart, but how you do it.

Success in selling to medium and large-sized businesses requires more than just competitive products.

Brother combines a channel-friendly strategy with the Brother Authorized Partner Program, and an extensive line-up of reliable and low TCO document imaging technologies - providing you with a competitive edge to generate more sales, long-term success, and profitability. Our benefits include: •

Brother Loyalty Program

•

MDF and co-op program available

Regional and local sales support

•

Deal registration, special bid pricing, and Volume Print Program (MPS)

Access to a Special Solutions Team providing you with custom product support

•

Authorized Service Designation opportunities

•

Access to a line of protected products

•

Free on-demand training

• •

For a better partnership, please contact your Brother regional sales team or visit brotherprintpartner.com to start realizing the benefits of a true partner program.

Dave Carpenter Senior Regional Sales Manager - South Dave.Carpenter@brother.com 901-229-3036 TN, AL, MS, LA, AR, OK, KS, TX, NC, SC, GA, FL Jerry Coffidis Senior Regional Sales Manager - West Jerry.Coffidis@brother.com 908-300-6860 WA, OR, CA, ID, MT, WY, CO, ND, SD, NE, AK, HI, NV, UT, AZ, NM

Laurie Sofield Senior Regional Sales Manager - Northeast Laurie.sofield@brother.com 732-509-6223 ME, VT, NH, MA, RI, CT, NY, NJ, PA, NH, DE, MD, VA, WV, DC Tammy O’Malley Senior Regional Sales Manager - Midwest Tammy.Omalley@brother.com 317-296-9550 MN, IA, MO, IL, WI, MI, IN, OH, KY

© 2016 Brother International Corporation, Bridgewater, NJ; Brother Industries, Ltd. Nagoya, Japan

Brother ad July 16.indd 1

6/28/16 3:48 PM

East16Spread.indd 1

6/29/16 10:34 AM

East16Spread.indd 2

6/29/16 10:34 AM

Meet Rob Richardson BTA’s new national president assumes office by: Brent Hoskins, Office Technology Magazine

O

n July 1, Rob Richardson, president and founder of Allied Document Solutions & Services (ads-s), located in Swedesboro, New Jersey, became the national president of the Business Technology Association (BTA). He is the association’s 82nd president.

This marks Richardson’s 23rd year leading ads-s, which offers HP printers and Toshiba MFPs. The dealership has attained the elite status of being HP supplies-, hardware- and service-authorized, as well as MPS-certified for programs and services. The current business units within ads-s consist of transactional sales, managed print services, and document management and workflow solutions.

Recently, Office Technology magazine had the opportunity to visit with Richardson, asking about his role as a BTA volunteer and the association. Following are his responses.

OT: What led you to join BTA? When did you first step forward as a volunteer? How has volunteering benefited you?

Richardson: I joined the association in 2008. The goal at that time was to better understand the MFP industry and the associated business model, due to the fact that, at the time, I really didn’t have much experience in that category.

So, as more of a printer technology dealer, I wanted to join the association in order to better understand the MFP model so that I could ultimately bring on an MFP manufacturer brand and have more of a full-line dealership.

Immediately after joining BTA, I inquired about volunteering. It has been a nice ride. I have developed tremendous relationships with the BTA staff, fellow dealers and vendors. I have been able to reinforce some vendor relationships and establish some new ones for our dealership.

So, the benefits of volunteering have been far and wide, providing me a better understanding of the scope of the options that are out there as an independent office technology dealer.

OT: Looking to the year ahead, what are some of the areas you believe will be your primary areas of focus as BTA’s national president?

Richardson: Initially, quite frankly, I will just try to keep the momentum going that has resulted from the efforts of previous BTA volunteer leaders in recent years.

Just think about the success of our events.

They speak for themselves. We are actually having to turn vendors away as we’ve maxed out on exhibit space. And the response from dealers has been phenomenal.

Of course, we are not at a level of complacency with our events. We are going to continue, for example, to find ways to partner with more organizations to join us at our events, as we have done with IBPI, the National Printer Repair Network and BEI Services.

In addition, from a training and educational program perspective, BTA will continue to evolve as the industry changes, looking at what we should be doing to move forward. I think one of the things I can bring from my experience in the printer space is to guide us to help traditional BTA members, which tend to be more copier-centric, to better understand the printer-centric model. I think I can assist with my experience and relationships in that regard.

OT: Why do you believe office technology dealers should be members of BTA? Richardson: First, membership in BTA is one of those things that you get of out of it what you put into it. If you’re going to just passively sit back for a year, you won’t see the full value. But, if you are a participating, active member, you will get at least a fivefold return on the cost of your dues.

Mainly, membership is about the relationships. So, it is going to be difficult to get the full value of BTA membership without attending the association’s events. For me, quite frankly, when I talk to fellow dealers at our events and learn what they’ve done, I often find that it saves me from

18 | ­w w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

Richardson July 16.indd 1

6/29/16 10:48 AM

going down the wrong path, wasting six BTA help dealer members effec“Members should know months of my life. Instead, I will have tively address those challenges? talked to others who are more adept at Richardson: Continued consolidathat ... the leaders of the whatever it might be, and they can point tion within our industry is probably association are behind me in the right direction. the greatest challenge for a variety of them ... working to Having said that, I do believe that reasons; there are always uncertainties keep the association on dealer members who simply go to the and challenges around that, whether the best course for the BTA website and take advantage of all they be, as examples, seeing big dealerof the resources and tools there will get ships getting bigger or having to deal benefit of its members.“ their money’s worth from being a part with employees in non-compete-related of the association. They will quickly see issues. There are also the uncertainties that they have a 90-year-old organization standing by their around manufacturers and their go-to-market strategies, side that is doing whatever it can do on their behalf. That is whether direct, through distribution or a combination of very comforting. the two.

I believe membership in BTA is more important now than How might these challenges impact the dealer chanever. Things are constantly changing. The world just seems nel? How can the dealer who faces such challenges not only to be moving much faster. As dealers, we are always look- survive, but thrive? Ultimately, BTA is there to provide the ing for complementing lines of business. Members should guidance that dealers are seeking to face such challenges know that, behind the scenes, the leaders of the association through the educational sessions at its events, the guidance are behind them, continuously exploring new opportunities and advocacy of BTA General Counsel Bob Goldberg, the and working to keep the association on the best course for editorial content of Office Technology magazine, etc. the benefit of its members.

As I consider BTA’s staff itself, under the leadership of Executive Director Brent Hoskins, I see a group of individuals OT: What do you believe are the greatest chal- who are dedicated to helping dealer members face induslenges dealers face in today’s market? How can try challenges and find the best opportunities for ongoing

BTA 2016-17 President-Elect Dan Castaneda Dan Castaneda is ready to get down to business as BTA’s 2016-17 president-elect.

“I’m a person who always rolls up his sleeves and does whatever needs to be done,” he says. “I think that the work ethic and experience I bring will encourage others to dig deep and work to grow BTA and its events.”

Castaneda is general manager of International Copy Machine Center, El Paso, Texas. He is trained in machine repair, networking, employee management and customer service, and has more than 26 years in the industry. Prior to International Copy Machine Center, where Castaneda has worked since 2002, he served as service manager at a Minolta-authorized dealership for 13 years. International Copy Machine Center sells Konica Minolta, Muratec and KIP products, as well as workflow and document management software.

Castaneda has served as a BTA volunteer for four years, starting in the BTA Mid-America district, then moving to the national board of directors as the BTA Mid-America district representative, and in 2015-16, as BTA vice president. He volunteered after seeing results from what BTA provided his dealership.

“I was pointed to BTA by a vendor who suggested I join the association to improve my dealership and point it in the right direction,” Castaneda says. “Once I got into BTA, I was able to see what a great organization it is and how it helps dealers around the country with different issues. I thought that if I could give back

a portion of what BTA has given me to better my dealership, then that is what I would do. So, I volunteered.”

Castaneda says his business has benefitted from the networking opportunities BTA membership has given him. “I have learned from my peers and fellow members a great deal,” he says. “I have spoken to Ron Hulett [2014-15 BTA president], for example, and learned how he is approaching managed print services, managed network services, etc., and have taken what he has done and incorporated it into my business with great success.”

Looking back at BTA’s history in its 90th anniversary year, Castaneda sees the association’s legacy clearly. “BTA’s legacy has to be the members, volunteers and employees who make up the association,” he says. “They bring all office technology people together to learn from one another. I think BTA has been essentially the same over the years, for the most part. What has changed is the advancement of technology. The main idea of getting dealers together to communicate their problems, successes and knowledge has been, and always will be, the power of BTA.” So what does Castaneda see in the future for BTA and the industry? “We will have to dig into new areas of technology to make the BTA Channel stronger,” he says. “We have seen the business go from typewriters to copiers to MFPs to 3D printing. I’m not sure what’s coming next, but BTA will stay one step ahead by bringing information about new offerings to BTA events and adding educational workshops.”

— Elizabeth Marvel

www.offi cetechnol ogyma g. c om | J u l y 2016 | 19

Richardson July 16.indd 2

6/29/16 10:48 AM

dealer members, just as we have since success. Brent, for example, attends esthe association was established. sentially all of the manufacturer dealer “We will have continued What will BTA look like specifically? meetings, engaging in conversations to evolve, finding and I couldn’t say. As volunteer leaders of with manufacturers, the industry media implementing the the association, we’re not here to paint and others, hearing all of their perspecbest ways to train, that picture. Instead, we’re here to make tives. He is on the front line on behalf of educate and provide sure the association adheres to its ongoBTA’s dealer members. ing strategy to provide guidance as best It is BTA’s charter, basically, to adresources to our it can to its members, with all of the difdress the challenges dealers face and dealer members ... “ ferent resources at its disposal, in order help them navigate the best path. Othto help dealers best benefit from marerwise, for those non-members who may be on the wrong path, ultimately, it could be too late. So, it ket opportunities. At our events, for example, we believe it is comforting to me as a member to know that Brent and is our job to bring in vendors offering new lines of business his team are on the front line, proactively participating in for dealers, whether it’s software related, equipment related the industry in order to help BTA remain the dealer’s best or services related, or some sort of partnership for training and education. source of information, guidance and support.

BTA must continuously work to provide our dealer mem OT: What is your vision for BTA as you look to bers the security of knowing that they have an association that works tirelessly on their behalf. By embracing that rethe years ahead, say, in 10 years?

Richardson: Looking out 10 years is a good time frame, sponsibility, today’s BTA leadership will ensure that BTA since that will be when BTA is 100 years old, which is very will continue to be a thriving association at 100 years and amazing. There is no doubt that the association will con- well beyond. n Brent Hoskins, executive director of the Business Technology tinue to be a viable resource in 2026 for its dealer members.

Association, is editor of Office Technology magazine.

We will have continued to evolve, finding and implementing He can be reached at brent@bta.org. the best ways to train, educate and provide resources to our

BTA 2016-17 Vice President John Eckstrom John Eckstrom is president and CEO of Carolina Business Equipment (CBE), Columbia, South Carolina. He graduated from the University of South Carolina with a degree in accounting and worked at two local firms before moving into private business. Eckstrom was then branch controller for a Fortune 500 company, director of finance for a manufacturing company and CFO to a mechanical contracting firm before coming to CBE in November 1994 as the company’s controller. He became general manager in March 1995, and at the end of that year, purchased half of the company and became its president. In October 2000, Eckstrom purchased the rest of CBE. Over the past 10 years, the company has moved into three new markets, including Charleston and Florence, South Carolina, and Augusta, Georgia. CBE has also acquired two companies in the past three years and employs 38 people.

“My company has been a member of BTA since 1976, so I have benefited from the association since I came to CBE in 1994,” Eckstrom says. “A few years back, [BTA executive director] Brent Hoskins asked me if I would consider serving on the BTA Southeast board and I agreed. Serving on the Southeast board was gratifying and it helped me connect to many people. That has continued as I have served on the national board as well.”

He says BTA events have helped him improve CBE’s business by connecting him with new business partners. “[BTA events] have allowed me to meet support vendors that I otherwise would

have had to wade through piles of emails to find,” Eckstrom says.

“When you go to BTA events, you always get the chance to meet the people who are with the companies that promise to help you.

It is the personal connection with these people that has been so beneficial to us as we have chosen our business partners.”

Though there have been many changes in the industry over BTA’s 90-year history, Eckstrom has seen the association’s goal of helping dealers as one constant. “BTA’s legacy most certainly is that it is an organization that is passionate about helping its member dealers,” Eckstrom says. “It is incredible to see how an organization like BTA in an industry like ours has remained relevant. It is no easy task to stay abreast of such dramatic change, but to have done it and still be a go-to organization for its dealer members is saying a whole lot.”

As the industry continues to evolve, Eckstrom thinks BTA can best serve its members by focusing on what is relevant to them. “The association is not really defined by the products sold by dealers; it is a melting pot of good ideas for all aspects of the business,” he says. “For the foreseeable future, BTA can best serve its members by doing just what it is doing now, and that includes keeping an eye on the future for how we in the office technology industry can survive in these ever-changing times. We will also work at the board level to stay abreast of industry changes. Having said that, I would urge anyone with a suggestion for how we can improve to contact their BTA representative and pass those suggestions along.

Keep in mind that we are here for you.”

— Elizabeth Marvel

20 | ­w w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

Richardson July 16.indd 3

6/29/16 10:48 AM

BTA Celebrates 90 Years Industry leaders gather in Kansas City for BTA events by: Elizabeth Marvel, Office Technology Magazine

O

n June 8-10, BTA Mid-America hosted the 2016 BTA National Conference at the InterContinental Kansas City at the Plaza in Kansas City, Missouri. The threeday event kicked off with the keynote session, “Combat Leadership: Building High-Performance, Winning Teams,” with Leif Babin, a former Navy SEAL officer, now with Echelon Front. A cocktail reception followed the keynote, giving attendees time to network with peers and exhibiting sponsors.

The educational agenda during the next two days included two panel discussions — a software vendor panel and an OEM panel. The software vendor panel, “Beyond Hardware: Opportunities for Diversification,” was moderated by Frank Cannata of Marketing Research Consultants. The panelists: Quentin Gribble, Umango; Mark Hart, ACDI; Glenn Johnson, PSIGEN; Jeff McWilliams, Square 9 Softworks; and George Seymour, Nuance Document Imaging. The OEM panel, “The BTA Channel: A Look Ahead,” was moderated by Robert Palmer of IDC. The panelists: Doug Albregts, Sharp Imaging and Information Company of America; Darren Cassidy, Xerox Corp.; Matt Smith, Samsung Electronics America; and Rick Taylor, Konica Minolta Business Solutions U.S.A. Inc. Additional educational sessions included: “Adjacent Opportunities, Recurring Liabilities,” with Bob Goldberg, BTA general counsel; “Sales Metrics for Managed Services — What Good Looks Like,” with Mitch Morgan, Growth Achievement Partners; “Tribal Leadership: Because Culture Eats Strategy for Breakfast,” with Mark Taylor, Vistage International (sponsored by Polek & Polek); “Are You Prepared to Engage Buyer 2.0?,” with Chris Glover, Ricoh USA Inc.; “Marketing to Make Managed Services Mainstream,” with Darrell Amy and Larry Levine, Dealer Marketing; “Sales Manager Certification: Is This the Missing Link to Salesforce Optimization?,” with Kim Ward, Learning Outsource Group; “Digital Production Trends & Emerging Opportunities,” with Ron Gilboa, InfoTrends; and “A Strategic Plan: Paramount to a Dealership’s Survival,” with Harry Hecht, business coach.

Attendees had several opportunities for networking in addition to the cocktail reception on Wednesday. Breaks

Clockwise from top: The event agenda included a keynote session, eight educational sessions and two panel discussions; 201516 BTA Mid-America President Erik Crane served as event emcee; Advanced Systems Inc., Waterloo, Iowa, employees (left to right) Penny Wilson, office manager, Grant Westemeier, sales manager, Michael Izer, sales manager, and Steve Schmitt, vice president of telecommunications, visit during breakfast; the OEM panelists were (left to right): Darren Cassidy, Matt Smith, Doug Albregts and Rick Taylor; former Navy SEAL officer Leif Babin presents his keynote session on the first day of the 2016 BTA National Conference. www.offi cetechnol ogymag. c om | J u l y 2016 | 21

BTA MA July 16.indd 1

6/29/16 11:10 AM

2016 BTA National Conference - June 8-10, 2016

Top row, left to right, educational session presenters: Bob Goldberg; Mitch Morgan; Mark Taylor; and Chris Glover. Bottom row, left to right: Harry Hecht; Ron Gilboa; Kim Ward; and Larry Levine (left) and Darrell Amy.

Above, left to right: 2015-16 BTA President Dave Quint draws a name, assisted by BTA Executive Director Brent Hoskins, during the prize drawings at the end of the event while Crane looks on; the software vendor panelists were (left to right): Jeff McWilliams, Glenn Johnson, Frank Cannata (moderator), Mark Hart, Quentin Gribble and George Seymour.

Above, left to right: Pat Pithan (left), director of sales at M & M Sales Co., Urbandale, Iowa, discusses mobile applications with Jim McMeel, vice president of sales at Compass Sales Solutions; Stacey Romak (left), trainer, and Steve Sharkey (right), senior performance analyst at BEI Services, visit with Sheryl McMahan (center left), sales clerk, and Steven McMahan (center right), president of Central Office Service & Supply Inc., Clay Center, Kansas; Marisol Arroyo (left), account executive at Carolina Wholesale, visits with Michele Lopez, sales professional at Barlop Business Systems, Miami, Florida.

22 | ­w w w. o f f ic et ec hno lo gy m a g.c om | July 2 0 1 6

BTA MA July 16.indd 2

6/29/16 11:11 AM

BTA at 90: A Celebration - June 10, 2016

Left: The BTA at 90: A Celebration event was held at Kansas City Union Station in Kansas City, Missouri. This photo was taken to replicate the association’s group photos from its early years (www. bta.org/PhotoArchives). Above: Attendees read about the history of BTA and the industry from 1926 through today.

Above, left to right: Quint (right) presents the 2016 BTA Volunteer of the Year award to the 2015-16 BTA Southeast representative on the BTA Board of Directors, John Eckstrom; Goldberg (left) and Quint (right) present the BTA Legacy Award to Hoskins (center); and 2015-16 BTA President-Elect Rob Richardson (left) presents the first-ever BTA Hall of Fame award to 1984-85 NOMDA President Thomas A. Russo Sr. on May 20 at the Thomas A. Russo Museum of Business History and Technology in Wilmington, Delaware. As Russo was unable to attend BTA at 90: A Celebration, Richardson presented the award prior to the event.

Clockwise from far left: Jim Dotter (right), 2016-17 Select Dealer Group (SDG) president, presents a $20,000 donation from SDG to Goldberg for the Bob Goldberg Scholarship fund, which was established in 2015 to thank Goldberg for his many years of dedicated service to the association; (left to right) 2015-16 BTA East President Jim Donnellon, Crane and Eckstrom recognize the longest-term member dealership attending the anniversary event, Wagner Office Machines, Burr Ridge, Illinois, which joined in 1941. Arthur Wagner, owner, accepted the recognition on behalf of the company; the Union Station event included a cocktail reception, dinner and entertainment. www.offi cetechnol ogymag. c om | J u l y 2016 | 23

BTA MA July 16.indd 3

6/29/16 11:15 AM

Fifteen NOMDA and BTA presidents were in attendance at the BTA at 90: A Celebration event. From left to right: Dave Quint (2015-16 president), Todd Fitzsimons (2013-14), Ron Hulett (2014-15), Tom Ouellette (2011-12), Terry Chapman (2012-13), Mark Naylor (2005-06), Leon Carter (1993-94), Ronelle Ingram (2008-09), Rock Janecek (2010-11), Joyce Chapman (2003-04), Dennis Hunter (2002-03), John Morse (1977-78), Paul Williams (1988-89), Mike McWilliams (197172) and Dan Hayes (2006-07).

Top left: Quint (left), Richardson (center), and 2015-16 BTA Vice President Dan Castaneda (right), present BTA Channel’s Choice awards to Mark O’Hara (center left), vice president of business planning, and Charles Gonzalez (center right), senior business solution consultant, KYOCERA Document Solutions America. Kyocera received awards for Superior Performance — Primary Brand, Corporate Support, Distribution, Product Line and Inventory. Top right: Richardson, Quint and Castaneda present the Channel’s Choice award for Outstanding Performance — Secondary Brand to Jim D’Emidio, president, Muratec America Inc. Bottom left: Castaneda, Richardson and Quint present the Channel’s Choice award for Third-Party Leasing to Jennie Fisher, senior vice president and general manager, Office Equipment Group, GreatAmerica Financial Services. Bottom right: Castaneda, Richardson and Quint present the Channel’s Choice award for Cartridge Remanufacturer to Ron Petrucci, senior vice president of business development, Clover Imaging Group.

each day gave them a chance to network with peers and exhibiting sponsors. On Thursday evening, attendees travelled to the National World War I Museum and Memorial where they were treated to a cocktail reception, a tour of the museum and great views of downtown Kansas City.

The 2016 BTA National Conference exhibiting sponsors: ACDI, Agent Dealer, BEI Services, BLI, Brother, Carolina Wholesale, Clover Imaging Group, Coco Training & Coaching, Compass, Continuum, Crawford Thomas, CWI, Digitek, DocuWare, Dynamo, ECi e-automate (reception sponsor), ECi FMAudit, ESP/Ametek, Etactics, EverBank, GreatAmerica, Hytec, Imaging Solutions Direct, Impression Solutions, Innovolt, ITC Systems, Katun, Laserfiche, Laser Pros International, LCA, Lexmark (lunches sponsor), MWAi/Forza, OKI Data, Panasonic (breakfasts sponsor), PHSI, Plustek, Polek & Polek, Print Audit, Q2, Return Center, Samsung, Sentry Insurance, Sepialine, Sharp (keynote address co-sponsor), Smart Power Systems, Supplies Network, SYNNEX, TonerCycle/InkCycle, TSAworld, Wells Fargo (World War I Museum and Memorial sponsor) and Xerox (breaks sponsor).

On the final night of the conference, BTA held its 90th anniversary event, BTA at 90: A Celebration, at Kansas City Union Station. The evening included a reception with entertainment by the Kansas City Lights Jazz Trio, a dinner with entertainment by guitarist Gregory Hyde and a performance by political satirist Mark Russell. BTA also held an awards ceremony recognizing 15 NOMDA and BTA presidents, and 11 of its longest-term members. A BTA Legacy Award was presented to BTA Executive Director Brent Hoskins; the first BTA Hall of Fame inductee was announced as 1985-86 NOMDA President Thomas A. Russo Sr.; the 2016 BTA Volunteer of the Year award was presented to John Eckstrom, 201516 BTA Southeast representative on the BTA Board of Directors; and BTA presented its 2016 Channel’s Choice awards.

The BTA at 90: A Celebration sponsors: Konica Minolta Business Solutions U.S.A. Inc. (Mark Russell and dinner co-sponsor); MWAi/Forza (dinner co-sponsor); Samsung (transportation sponsor); GreatAmerica Financial Services (cocktail reception sponsor); Toshiba (after-dinner drinks sponsor); OKI Data (Kansas City Lights Jazz Trio sponsor); Sharp (Gregory Hyde sponsor); and bronze sponsors Clover Imaging Group, Continuum, DocuWare, Katun, Kyocera, NA Trading and Technology, Panasonic and Wells Fargo.

BTA’s next event, Capture the Magic, will be held Aug. 4-5 in Las Vegas, Nevada. To learn more, see the ad on pages two and three or visit www.bta. org/BTAWestEvent. n Elizabeth Marvel is associate editor of Office Technology magazine. She can be reached at elizabeth@bta.org or (816) 303-4060. Visit www.bta.org.

24 | ­w w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

BTA MA July 16.indd 4

6/29/16 4:37 PM

Learn Why Office Equipment Dealerships are Perfectly Suited to Sell Managed IT Services.

Partner with Continuum and you can achieve up to 80% margins with our 800 technicians working for you.

FourFoR nss O urea Reso ason Eq Offfi pm ficce e Eq uipui me nt ent DeaDe alehi lers rsps hipsar aree Pe Perfe ctct rfe ly ly Suite Sudited to Sell Managed IT Se to Se rvices ll Managed IT Se rvices

Learn why! Get your free eBook today:

continuum.net/dealerships

RESULTS FROM OUR PARTNERS: “We generate a 50% gross profit margin on Continuum’s services, which has helped us grow the company at a double-digit rate consistently over the past eight years.”

—MySherpa “Our goal is to grow by 20% this year. Having Continuum’s staff backing us up to make sure we can support our customer needs will be critical in achieving that growth.”

—Ekaru

"We have a great partnership with Continuum. We don’t simply resell their product or services – we have a partnership that takes care of our mutual customers. Without Continuum, we wouldn’t be able to support this extremely fastgrowing and critical part of our future.

— Gordon Flesch Company, Inc.

Learn why your dealership is perfectly suited to sell Managed IT Services:

www.continuum.net/dealerships

CONT.IT-TransitionAD(8x10.75).indd 1 Continuum ad July 16.indd 1

6/21/16 6/27/16 9:27 3:37 AM PM

REFLECTIONS ON 90 YEARS

A Fundamental Component BTA is a business partner to the dealer by: Rock Janecek, 2010-11 BTA President

W

hat began as a group of typewriter dealers wanting to share information and techniques 90 years ago has evolved into an international organization that encompasses all aspects of office technology and automation. Congratulations, Business Technology Association (BTA), on 90 years of collaboration and assistance!

Many dealers have utilized BTA’s resources in order to groom their businesses for success. Looking at the most recent Elite Dealer list in ENX Magazine, it is no surprise to discover that nearly 80 percent of the 76 dealerships listed are BTA members. BTA has always been a valuable resource in our industry, providing the tools needed to grow a dealership profitably.

In 1926, the National Association of Typewriter Dealers (NATD) was formed when a group of independent typewriter dealers decided to share ideas and business practices with each other. In 1933, the association changed its name to the National Typewriter and Office Machine Dealers Association (NTOMDA) and in 1943, the name was shortened to the National Office Machine Dealers Association (NOMDA). In 1994, the association’s name was changed to BTA. The most memorable aspect of NOMDA for many was probably its large trade shows. The NOMDA conventions were well attended, starting in the 1950s and peaking sometime in the late 1980s or early 1990s. These conventions allowed dealers to view new product offerings, meet with OEMs and resellers, and perhaps even sign on to new product lines.

I remember that many OEMs would use the NOMDA convention as a backdrop for unveiling their latest models; some would even have prototypes locked up in secure sections of their massive booths. You would need special clearance just to get a preview of their “top-secret” devices. Only a select few had the privilege of viewing a company’s “most awesome product ever.”

I attended my first NOMDA convention in the 1980s and was impressed by the size and scope of the show, from the OEM product booths to the myriad after-hours extravaganzas and parties.

Manufacturers and vendors went over the top to impress attendees with top-notch entertainment, lavish food and hosted bars.

BTA is as relevant now as it ever was — perhaps even moreso due to the rapid changes happening in office automation.

Instead of supplying offices with dictation machines and calculators, our current offerings need to include workflow solutions and business services, which tend to extend the sales

cycle and complicate aftermarket logistics. BTA has noticed this trend and it presents many workshops and events to help dealers work through this ever-changing landscape. BTA’s tried-and-true workshops like FIX: Cost Management for Service and ProFinance 2.0 are upto-date with current figures and information.

BTA and its four districts have been collectively producing five events every year, with OEMs and vendors exhibiting at each one. Valuable information is presented at these venues, with keynote speakers and industry leaders providing business insights and strategies dealers can utilize to improve the profitability and effectiveness of their businesses. Educational workshops usually precede or follow these events, allowing dealers to simplify travel and consolidate effort. These workshops usually offer an incentive to attend the event as well, saving the dealer even more money.

BTA’s monthly Building My Business webinars offer an ongoing, free educational opportunity for any current BTA member.

These webinars cover all aspects of the business process and are presented by experts in our industry. You do not even have to leave your office to participate.

BTA has also arranged important summits to address concerns that affect dealer operations, as well as round-table meetings where dealers and vendors come together to “hammer out” issues between them.

BTA General Counsel Bob Goldberg, along with the forms and documents available on BTA’s website, are worth far more than the annual dues. For many years, Bob has reviewed OEM/ dealer contracts and requested changes to them to protect us.

Over the course of 90 years, BTA has maintained its role as a fundamental component of the dealer community, offering more than advice and instruction. BTA is a business partner no dealer should be without. Congratulations! n Rock Janecek, 2010-11 BTA national president, has been in the industry since 1980, most recently serving as the division service manager for Burtronics Business Systems Inc., San Bernardino, California. He started his career as a technician for Saxon Business Products.

Janecek, who holds multiple CompTIA certifications, serves as co-presenter of BTA’s FIX: Cost Management for Service workshop.

He can be reached at rjanecek@gmail.com.

26 | ­w w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

Janecek July 16.indd 1

6/29/16 4:47 PM

COURTS & CAPITOLS

Overtime Compensation New eligibility rules go into effect Dec. 1 by: Robert C. Goldberg, general counsel for the Business Technology Association

O

vertime compensation has long been an issue for dealers. Questions regarding technician hours, travel time, training, “comp” time and company functions have often arisen. Recent changes to the overtime rules require that every dealership review job descriptions, compensation levels and time-keeping procedures.

Eligibility for overtime compensation is determined by job duties and compensation. The fact that an employee is paid a salary is not a factor. It is essential that employees be required to keep accurate records of their time, on a daily basis, according to company requirements. On Dec. 1, 2016, the Department of Labor, pursuant to the Fair Labor Standards Act, will increase the minimum amount of compensation required to eliminate automatic eligibility for overtime compensation. The current administration in Washington, D.C., was not able to raise the minimum wage on a national level and, thus, turned its focus to raising compensation by a rule-making overhaul of the Fair Labor Standards Act. Beginning Dec. 1, 2016, any employee earning less than $47,476 per year will be eligible for overtime compensation. On the other end of the spectrum, individuals earning more than $134,004 per year will be considered highly compensated individuals exempt from overtime compensation. Estimates range that from 4 to 8 million additional individuals will become eligible for overtime compensation. The salary levels themselves are not dispositive of the issue.

No change was made to the “duties test,” which considers an individual’s job responsibilities to determine whether he (or she) is exempt. The exemption applies to executive, administrative, managerial and professional employees. These individuals need to have independent decision-making authority, supervise others and/or have specialized education. Remember, if an employee is exempt from overtime, he cannot be docked for working less than 40 hours in a week.

The change presents dealers with several options. First, it is an excellent opportunity to update your system to track hours and review job descriptions. If an individual is near the new threshold and meets the “duties test,” it may be appropriate to increase his salary. Recognize that the threshold will increase every three years, so annual salary increases should be reconsidered as well. This approach is beneficial to employees near the threshold who typically work more than 40 hours per week. Employees currently earning more than $40,000 should be considered for this option.

Dealers may also designate employees falling within the new limits as non-exempt and pay overtime. In this instance, review your overtime policies, making certain that any overtime must be pre-approved, in writing. Adjust your administrative budget to cover the increased compensation. Some employers that are increasing salaries are reducing benefits to offset increased compensation. This could include increasing an employee’s contribution for health care benefits. Dealers can ensure that workload distribution, time and staffing levels are managed appropriately for white-collar workers who earn less than the salary threshold. Dealers should consider hiring additional full- or part-time employees to keep others from working in excess of 40 hours.

It is also possible to change a salaried worker to an hourly employee. This adjustment could be for an hourly rate that, coupled with anticipated overtime, would amount to the current salary level. Although a worker may frown upon a decreased hourly rate, the total compensation would remain the same. Guarantee a set amount of overtime. The employee will not be working more hours or earning less.

In recent days, certain members of Congress have indicated they may introduce legislation to reverse the Department of Labor’s revised thresholds. There have also been indications that the December 1 date may be extended. BTA will continue to monitor the status and keep you advised. n Robert C. Goldberg is general counsel for the Business Technology Association.

He can be reached at robert.goldberg@sfnr.com. www.offi cetechnol ogyma g. c om | J u l y 2016 | 27

Goldberg July 16.indd 1

6/29/16 11:26 AM

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

Dealer Members Canyon Falls Business, Indianapolis, IN Capture Technologies, Oakland, CA Colson Business Systems, Valdosta, GA Dewitt Poth & Son, Yoakum, TX Diversified Business Machines, Largo, FL Document Imaging Solutions, Tulsa, OK Elite Document Solutions, Roselle, IL Excel Office Services, Los Angeles, CA Formax, Dover, NH Progressive Business Technology, Omaha, NE Service Associate Member IDC, Framingham, MA Vendor Associate Member nddPrint Inc., Columbus, OH For full contact information of these new members, visit www.bta.org.

Member Rewards Program As a BTA dealer member, you can gain access to discounts and special offers on a variety of products and services through BTA’s Member Rewards Program. To join the Member Rewards Program, log in and click on the “Member Rewards” link from the “My Profile” menu. Each BTA dealer member primary contact who renews his (or her) dealership’s membership on time will receive a free member rewards card — a $29.95 value.

Visit www.bta.org/MemberRewards 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 Imaging Solutions Direct (ISD) is one of the nation’s leading distributors of imaging supplies and parts. Dealers trust ISD for: significant savings on OEM and compatible products from 30-plus top manufacturers of printers, copier/MFPs, fax machines, scanners and more; multiple distribution centers to process orders quickly; customized purchasing programs to meet unique requirements; warranties and exchanges on maintenance kits, fusers and other parts; and more. www.imagingsolutionsdirect.com

BTA Service Associate member XQ Innovation is dedicated to understanding each office technology dealership employee’s XQ factor — a combination of IQ (intelligence quotient), EQ (emotional quotient) and personality traits (behaviors and motivators).

After 30 years working for such organizations as Canon, Lanier, Minolta and IKON Office Solutions, as well as several Canon and Ricoh office technology dealerships, Joe Keshmiri founded XQ Innovation on the principle that success is predictable, and that creativity and innovation are at the heart of being able to effectively compete and win in the new business climate. http://xqinnovation.com A full list of BTA Vendor and Service Associate members can be found online at www.bta.org.

28 | w­ w w. o f f ic et ec hno lo g ym a g.c om | July 2 0 1 6

Highlights July 16.indd 1

6/29/16 4:39 PM

SELLING SOLUTIONS

Be Prepared Eight steps to an outstanding sales structure by: Patricia Fripp, Fripp VT

Y

ou have great products and services — which are often complicated and technical — that require your customers to have some level of trust in you.

Even if you have made a compelling presentation to a customer, it often takes weeks before you get a response. Therefore, you must burn vivid examples and key ideas into your prospect’s mind so he (or she) cannot forget how you are different from your competition. This is critical if you are one of several individuals or teams competing for the same company’s business.

The structure of your presentation is the skeleton under the flesh of your words. You must design and deliver your presentation so that it will be remembered and repeated.

So, what is the typical structure? “Hi, I’m Fred Smith. Let me introduce my team: Tom, Dick and Harriett. Thanks for your time. We’re from the ABC Company. This is what we do ... This is how long we’ve been in business ... This is what we’re known for ... These are our clients ... We would like to work with you.”

That is an awfully dreary presentation. So, what is an effective structure? The following simple, eight-step process frees you to make a seamless argument.

(1) Give a sincere compliment. Start with something the company is proud of. This shows you have done your homework. Examples: n “Congratulations on your recent product launch.” n “Your latest advertising campaign is spectacular.” n “Your stock price is up three points while most of the market is down. Your strategy is on track.”

(2) Make an introduction to their challenge or problem.

Do not mention your product or solution now. Instead, talk about the prospect’s current responsibility, challenge or opportunity. Then, follow up. Examples: n “This is the time to make a bold move and ... ” n “Your board of directors has challenged you with ... ” n “Your competition is increasing in ... ” (3) Differentiate from your competition. Everyone else

thanks prospects for their time. Do not do that. Instead say, “Thanks for the opportunity to discuss how our company’s products and services [be specific] can ... n “ ... help you accomplish your business goals.” n “ ... minimize your risk in ... ” n “ ... expand your markets in ... ” (4) Make heroes of your contacts. If you have a champion, or if individuals have helped prepare you for the meeting or have taken you through the discovery process, thank them now. Examples: n “Thank you, Mike and Theresa, for your time and knowledge to help us understand your company’s business goals, commitments and challenges.” n “Mike tells us that your vision is to ... ” or “Mike tells us that your priorities are ... ” n “In the next 30 minutes [60 minutes, three hours, etc.], you will hear [learn, discover, see demonstrated, etc.] how our solution [company, technology, unique methodology, etc.] can help you achieve your goals.” n Never say, “I’m going to talk about ... ” or “What I would like to do ... ” (5) Provide examples, experience and social proof. Just knowing your product or service is not enough. Your prospect must understand how your product or service could improve his business and that you are not just a salesperson, but a trusted advisor. Tell stories and give case histories about satisfied clients.

(6) Review key ideas. Do this with a rhetorical question or a simple statement based on your premise. Examples: n “How is your company better off by doing business with us?” n “As you heard, we can help you accomplish your goals by ... ” n “Our technology would increase your efficiency by ... ” n “Our training would improve your ... ” (7) Head into the close with confidence, not a question.

Many of your competitors close with questions. Do not do that. Close on a high and let your last words linger. Make sure they are yours. The warmup to that is a question: “Based on www.offi cetechnol ogyma g. c om | J u l y 2016 | 29

Fripp July 16.indd 1

6/29/16 11:33 AM

Most professionals are fairly smooth in what you have heard, what are your specifthe bodies of their presentations. Howevic questions?” After you answer questions Your last words are er, very few open and close effectively and (and, possibly, objections), drive the sale the most important memorably. Take these eight steps and forward. Depending on the complexity of you will say, so never apply or adapt what is appropriate to your your offering or how many people are inintroduce a new idea situation. Script your opening and closing volved, you may want to say: that you have no time for specificity and brevity. You will not read n “At this point, our most logical step is ... ” it, but work from an outline. In the middle n “At this point, may I recommend we ... ” to develop at the end of the night, if your spouse asks: “How will n “At this point, our best clients elect to ... ” of the process. you open and close next week’s presenta(8) Reinforce your key idea. Your last tion?” your automatic response should be words are the most important you will say, so never introduce a new idea that you have no time to develop exactly what you will say. n For 25 years Patricia Fripp, CSP, CPAE, has taught at the end of the process. Good copywriters often write the P.S. individual salespeople and sales teams how to of a sales letter first, because it confirms the key idea in the speak more powerfully and boost their sales letter. Your approach might sound like this: “Again, thank you beyond expectations. She is trusted by clients for the opportunity to demonstrate how our approach could such as Microsoft, ADP, Visa, be what you’ve been searching for. I look forward to our next Genentech, Wounded Warrior Project meeting. In your discussions, remember the results of [other and the American Payroll Association. successful clients]. Feel secure in knowing we are a pioneer in Fripp’s interactive virtual training platform this industry.” offers a shortcut to becoming persuasive Depending on the situation, you could also say you “are more nimble than our competition,” “can get started as soon and successful in sales.

Visit www.frippvt.com. as you say ‘yes’” or “are a one-stop shop.”

ADVERTISER INDEX 13 • BPO Media

5 • Clover Imaging Group

11 • Hytec

www.workflowotg.com / www.theimagingchannel.com

(800) 624-6991 / www.cloverimaging.com/greensweep

(800) 883-1001 / www.hytecrepair.com

15 • Brother

25 • Continuum

13 • Image Star

www.brother.com

www.continuum.net/dealerships

(888) 632-5515 / www.imagestar.com

31 • BTA Sales Management Workshop

14 • DocuWare

32 • PHSI

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

(888) 565-5907, ext. 221 / www.docuware.com

www.purewatertech.com

2-3 • BTA’s Capture the Magic

7 • ECi Software Solutions

12 • Q2

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

(866) 342-8392 / www.ecisolutions.com

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

16-17 • BTA’s Grand Slam

31 • ENX Magazine

9 • Toshiba

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

www.enxmag.com

(800) GO-TOSHIBA / www.business.toshiba.com

30 | w­ w w. o f f ic et ec hno lo g y m a g.c om | July 2 0 1 6

Fripp July 16.indd 2

6/29/16 11:44 AM

OPEN NOMINATIONS FOR THE 2016 ELITE DEALER AWARDS

ARE YOU AN

ELITE

DEALER? 2016

Are you an ELITE Dealer?

ENX Magazine

(www.enxmag.com) and

Elite Dealer Nomination Form Available at www. enxmag.com

ENX The Week in Imaging

are now accepting nominations for the

2016 Elite Now Accepting Nominations Dealer for the 2015 Elite Dealer Awards Nomination Awards.

ENX Magazine (www.enxmag.com) and ENX’s digital weekly The Week in Imaging are now accepting nominations for the 2015 Elite Dealer Awards.

Deadline: Sept 10, 2016

Elite Dealer Nominations Form Available at www.enxmag.com Nomination Deadline: Sept 1, 2015

engage ‘n exchange engage ‘n exchange

ENX Elite 8.5 x 11 Ad.indd 1

Sales Mgt-ENX ads July 16.indd 1

7/29/15 10:11 AM

6/29/16 11:47 AM

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

REVIVE

YOUR REVENUE Expand Your Product Offering Is your revenue flat lining? Revive your revenue with Pure Water Technology, while the market is HOT!

What You Get:

How You Succeed:

High Margins

Highest Quality Products

Flexible Programs

Captive Financing

Reoccurring Revenue

Effective Sales & Marketing Tools

About Pure Water Technology Pure Water Technology (PWT) is the national dealer network of Pure Health Solutions, Inc., one of the leading point-of-use water purification system manufacturers in the industry since 1996. PWT offers a turnkey business opportunity which includes access to high-quality products, sales and marketing support, and high profit margins. For more information on our dealer opportunity, email dealeropp@purewatertech.com

PHSI ad Jun 16.indd 1

6/24/16 11:22 AM