April 2018 Edition of Dealer Communicator

DEALER communicator

April 2018

Manufacturer Sponsored NewsJournal

Connecting Manufacturers Worldwide With Dealers

CHANNEL NEWS FOR APRIL 2018 SPONSORED BY JACK NELLESSEN PRESIDENT

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Nine Years Ago I made the decision to be highly engaged with the dealer channel. The Big Question Was What Is The Most Efficient Way To Reach Dealers?

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With That Said We At New Force Magnetics Co. Are Grateful For The Opportunity To Sponsor The April 2018 Edition Dealer Communicator • April 2018 • 1

PERSONALLY SPEAKING BY

O. MIKE FICHERA, PUBLISHER

WELCOME TO THE 454th EDITION OF THE ONLY NEWSJOURNAL IN AMERICA DEDICATED TO SUPPORTING THE DEALER-MANUFACTURER CHANNEL

CLICK THE VIDEO BELOW TO VIEW THE NINTH OF A SERIES OF LEARNING SESSIONS BY BRIAN JOHNSON OF OPTIMIZE

Title: Our Minds Must Relax VIDEO

Financial Support By The Advertisers Below Is Why Dealer Communicator Is Free Of Charge To Dealers And Distributors ADVERTISERS INDEX - Click On Advertiser To See Ad

GT Specialties ..........................................................20 Manufacturing Directions, Inc ...............................7,23 MDI........................................................................7,23 New Force Magnetics Co................................. 4&5,21 Policrom....................................................................19 Precision 3D Filament ..............................................11

PVC Spiral Supply.................................................3,15 Quite Software..........................................................10 RBP Chemical Technology Inc. ................................18 William B. Rudow, Inc...............................................25 YUL Technologies.............................................. 16&17

2 • April 2018 • Dealer Communicator

Table of Contents

Click Article You Wish To Read 2 .....Personally Speaking - by O. Mike Fichera, Publisher 6 .....Dealer News 9 .....News 4 Dealers 10 ...WIDE FORMAT / SIGN SUPPLY SECTION - Major Article: .........Software For Efficiency And Growth - by Tim Greene 18 ...GENERAL NEWS SECTION - Product Focus: Selling Supplies and ........Parts That Keep Offset Pressrooms Competitive The Dealer Channel Improvement Center 24 ...Are you doing Your Job as a successful Dealership to support ........ your Sales teams? - by Bob Licari

27 ...Are You Worth More Than 6 - 12 Minutes Of Training Every ........ Six Months? - by John Tschohl

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April 2018 • 3

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4 • April 2018 • Dealer Communicator

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Dealer Communicator • April 2018 • 5

DEALER NEWS RJ Young Celebrates Pensacola RJ Young has 27 sales and service branch locations in 8 states Grand Opening throughout the southeast.

RJ Young is pleased to announce that the opening of the new Pensacola, Florida office was a wonderful success. More than 100 customers and leadership staff attended the ribbon cutting and grand opening.

“We had a great team of people working to make this event a success. This was the first time the Pensacola community was able to see our new office and we could not be happier about the overwhelmingly positive response we received from customers,” said RJ Young President & CEO, Chip Crunk.

SBM Accepts Sharp Dealer Award SBM (Sterling Business Machines, Inc.) has been recognized as a Hyakuman Kai Dealer by Sharp Imaging and Informa-

&

Birthday Anniversary Announcements

Click Here For One Minute Audio

RJ Young first planted roots in the Pensacola community in 2014.

They have 22 local sales and services specialists. At present, 6 • April 2018 • Dealer Communicator

DEALER NEWS Continued tion Company of America. Sharp awards Hyakuman Kai status to outstanding dealers that have achieved $1 million in sales during the past year. This is SBM’s third year in a row of achieving this award. SBM is among a select group of dealers recognized

by Sharp from the hundreds of dealers that sell Sharp’s advanced business products and solutions in the U.S.

Also recognized at this year’s Sharp Annual Convention was Terry Loring, sales manager of SBM for being in the top 10% of sales production in the Sharp dealer community. “This is a tribute to Terry’s dedication, knowledge, and commitment to his customers,” said Herb Richter.

Continued On Next Page

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DEALER NEWS Continued Dawn Abbuhl Speaks At Women@Work’s New Changemakers Breakfast Series

“The Ray Morgan Company Northern California Fire Relief Fund” to aid local charities and relief organizations in the area impacted by the Northern California wildfires. The Ray Morgan Company’s ownership group is personally donating $30,000.

Dawn Abbuhl, President and CoFounder of Repeat Business Bay Copy CEO Ray Belanger Systems, an offset technology Attends Select Dealer Group supply company, spoke at the new (SDG) Trade Association In Changemakers Breakfast Series.

La Jolla, CA

She Says: Get it down on paper, Ray Belanger, Never Give Up, It’s all about helpCEO of Bay ing one another, Relationships are Copy, a 45everything, and Give as much as year old document generation firm you can within your means. located in Rockland, MA, was one of several dozen industry execuRay Morgan Company tives to participate in a conference Launches Northern California of the Select Dealer Group, held Fire Relief Fund recently at The Lodge at Torrey Pines, La Jolla, CA. Belanger stated, “This is a strong The Ray Morgan Company, a doc- and great group of dealers who ument technology solutions prohelp each other in a non-competivider of California, has launched tive environment.” DC 8 • April 2018 • Dealer Communicator

News

4 Dealers

PRINT 18 will take place September 30 through October 2, 2018, at McCormick Place in Chicago. For more information about PRINT 18, contact Director, Event Marketing, Sherry MacDonald at 703-264-7237, or e-mail: smacdonald@aptech.org.

PRINT® Named To Top Trade Show List

Presstek Acquired By Mark Andy The Association for Print Technologies (APTechSM), formerly NPES, has announced that its annual event, PRINT®, has been listed in the 2017 top 100 U.S. Trade Shows by the Trade Show News Network (TSNN), verifying that PRINT® is a top-ranked trade show by a number of its visitors.

“We’re honored to be recognized by Trade Show News Network again this year,” said Thayer Long, APTech President.

“As the not-for-profit printing industry event owned 100% by our members, we have formulated a winning strategy for PRINT that aligns the industry on a path for growth moving forward.”

On March 27, 2018 the industry experienced another acquisition.

Presstek a well-known global supplier of DI (direct imaging) offset plates and presses, CTP solutions for commercial and in-plant customers, announced its acquisition

by Mark Andy. With the Presstek acquisition, Mark Andy now serves as one of the only full-complement solutions providers to the global graphic arts and print industry.

Kevin Wilken, CEO, Mark Andy, commented, “Presstek has been a force in the small and medium format offset segment for many years. I am happy to welcome the Presstek employees and products into the Mark Andy family. DC

Dealer Communicator • April 2018 • 9

WIDE FORMAT &

SIGN SUPPLIES

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By Tim Greene, IDC Research Director – Hardcopy Solutions

Print shops seeking improvements to their bottom line have two basic strategies; (1) grow their top line sales and/or (2) figure out

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WIDE FORMAT SECTION - Continued recently is through investments in software. Now, in a lot of our research we find that many large format print shops are loathe to invest in software unless it is core function software, like for keeping the books. But what is changing is that software that once perhaps seemed optional, is increasingly necessary for daily business operation, to ensure

effective production, to increase sales, and to develop the business intelligence required to grow both the top and bottom line.

On the large format graphics side, RIP software is an important part of daily operation. RIPs are required just to process the large graphics files that shops get from their customers. Increasingly, shops are looking for that core

Continued On Page 13

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12 • April 2018 • Dealer Communicator

WIDE FORMAT SECTION - Continued RIP capability to connect with other aspects of their operation to solve some of the business challenges that arise on a daily basis, and to provide information that can help meet larger, more strategic challenges.

Top companies in the LFP RIP market like Onyx, SAi, EFI, Wasatch and others are increasingly helping shops by providing tools that can deliver better operational performance and help grow sales. Examples include: • EFI offers all kinds of tools, starting with a RIP, but also ecommerce capabilities, workflow software, cost accounting, and business intelligence tools. EFI’s software fits a range of large format graphics providers and is scalable so that their ability to leverage these software tools can grow with their business.

provides easy-to-understand data enabling better business decisions.

Important data about ink usage and media waste helps companies better understand their costs so they can improve profitability.

ONYX SiteSolutions is more of a portfolio of products that give owners and operations managers information about their print jobs, costs and productivity across their entire operation.

• SAi offers similar capabilities through its RIP software, and SAI also offers its customers the opportunity to be a part of Sign.com, a website that connects large format shops with people that want to buy signage. This is a new aspect of SAI’s products but it is a good example of how the investment in software can lead directly to higher sales.

• Wasatch has added Automation options to its popular SoftRIP software that increases efficiency, • Onyx Hub software and Onyx reduces errors, and streamlines SiteSolutions. ONYX Hub software is a business intelligence production. IDC believes automation is increasingly tool that collects data by print job, station and printer, then Continued On Next Page Dealer Dealer Communicator Communicator •• April April 2018 2018 •• 13 13

WIDE FORMAT SECTION - Continued to help grow the business and important as more companies deal with versioning which, if not operate more efficiently. DC managed properly could multiply the volume of jobs that shops have Tim Greene, Research to manage.

Director – Hardcopy At IDC we often talk about a concept we call digital transformation. Part of digital transformation means using data to understand a business better.

The software that large format print shops now have easy access to can provide excellent visibility

Solutions, International Data Corp. (IDC), will field your questions, comments or arguments by email: tgreene@idc.com

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April 2018 • 15

So Tell Me . . .

WHAT’S A YUL?

16 • April 2018 • Dealer Communicator

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April 2018 • 17

PRODUCT FOCUS

Selling Supplies and Parts That Keep Offset Pressrooms Competitive While duplicator and smaller offset presses have been replaced, for the most part, by digital production presses, larger press runs, signature work and exacting corporate printing remain on offset presses. This month Dealer Communicator

(DC) looks at some ways to keep the traditional presses competitive.

While printers have been systematizing the workflow from prep to press through punched plate positioning to automatic wash-up systems and on newer presses auto-

18 • April 2018 • Dealer Communicator

Click here to dealer inquiry form

terials under the plate and blanket variations in printed substrates can Product Focus be adjusted along with helping ink continued and water balance. Plus, they faciliplate loading it is realized the qualtate faster plate changing, lowering ity and uniqueness of pressroom makeready times. Policrom, Inc. supplies and replacement parts are (www.policrom.com) makes the a key to efficient and cost effective POLIPACK series of press packoffset printing. ing materials used when there is a need for a relatively soft and pliPack It In able packing medium under the Printing substrate surfaces vary printing blanket along with regular affecting the transfer from plate to blanket. By placing packing maContinued On Next Page

Communicator • Click here toDealer dealer inquiry form

April 2018 • 19

Product Focus continued

and adhesive polyester materials used when the packing needs to be a little tougher, especially under the plate. Another press production enhancement is in speeding up the cleaning of ink fountains and cylinders. Policrom has a line of ink fountain liners for Heidelberg presses equipped with the CPC ink replenishing system. They also have a series of wash cloths that are able to remove up to 30% more ink and can lower the consumption of cleaning solutions by up to 22%.

Get a Grip on It A key to keeping offset press sheets in register is by making

sure each sheet is fed into the press as it moves from printing unit to unit. Grippers and other internal substrate handling parts on the press wear out. When this happens it slows down the press and registration/quality becomes inconsistent. Addressing gripper, etc. issues is GT-Specialties (www.gt-specialties.com).This company specializes in the manufacturing of new grippers for a wide range of new or old offset presses and can recondition all the paper gripping components in the path as the sheet flows through the press. Also, they recondition plate clamps as well. The reconditioning of transfer cylinder pads and fingers, plate clamps, swing arm grip-

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pers, stationary jaws, and jaw blades uses industrial diamonds to create a sandpaperlike gripping texture. As is known, paper is abrasive and wears down many gripping textures. A diamond-coated gripper is hard enough to withstand this wear outlasts all other metal-sprayed gripping textures. GT-Specialties also uses hardened machine grooving and urethane coating methods for some gripping parts. DC feels that gripper replacement parts and/or reconditioning is a product line and service graphic arts dealers should have in their product lines to serve offset pressrooms. The maintenance of grippers, etc., is an essential element in keeping offset presses at maximum productivity. GT-Specialties is a recognized source for these services. Likewise, having a line of packing material, ink liners and wash cloths designed for the offset press room, produced by Policrom, is a necessary line of products sold by dealers.

Keep It Clean Dealers are familiar with the H.S. Boyd Company (www.hsboyd.com), who manufactures a series of on-press perforating, scor-

Continued On Next Page

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Click here to dealer inquiry form Dealer Communicator • April 2018 • 21

Product Focus continued

ing and die-cutting systems. But you may not be familiar with their press room supplies. H.S. Boyd has introduced Calcium Slayer.

They explained that “Calcium Carbonite is utilized as filler in paper because it reduces paper making costs, makes the paper brighter, bulkier and increases the opacity of the paper. But, this calcium glazes rubber rollers and blankets, which can create costly havoc in the offset printing process. UV inks and “process on press” plates are especially calcium sensitive.”

The USA made, non-toxic (no VOC’s) Calcium Slayer product obliterates the calcium glaze from rubber rollers resulting in reduced ink and water consumption and improved print quality along with improving ink drying time. A Monday morning application of this product also provides better ink transfer; extended roller and blanket life; reduced picture framing on blankets; and a reduction in roller hardening. Longer roller life

is a big saving to printers. This is a product that should be used by every offset press room serviced by graphic arts dealers.

Opportunities In The Offset Press Room With all the industry focus on digital printing advances, DC reached out to Joe Pargola, Vice President, at Policrom (Jpargola@ policrom.com) to get some thoughts on the state of the pressroom today. He said, “The Pressroom segment of products continues to be strong for dealers with consumable products. The key is providing high quality products that perform consistently, save the customer time, and provide the technical support that provides added value for the user. Policrom is committed to new and innovative products around the new generation of printing presses, for coating applications, wash cloth mini rolls, fountain liners made in the U.S.A. We fully support our Dealers and Printers.” Mr. Pargola’s comment fits DC’s view of the offset pressroom where it remains a viable opportunity for dealers.

22 • April 2018 • Dealer Communicator

While the news is filled with successes using digital presses, many printed products from catalogs to brochures to folding cartons depend on offset printing to produce cost effective quality products, especially in medium to long runs.

Plus, there is also a trend towards hybrid products that can add variable imaging to traditional offset presses or new digital presses that use the frames and paper handling flow of offset presses. These press-

es use traditional offset press parts and supplies.

It is essential that dealers continue to balance their product lines to handle both offset and digital press room needs. Just focusing on digital pressrooms and equipment will result in missing out on a part of the printing industry that is far from dead. DC

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Dealer Communicator • April 2018 • 23

Are you doing Your Job as a successful Dealership to support your Sales teams?

by Bob Licari, BrainSell Services

or you would not be where you are, in contrast your acquired skills and knowledge can play a big hand in the “bigger picture” if you implemented your knowledge and experience in a format to support your sales people. Knowing there are successful recipes that ensure everyone who is willing to work hard and put in their own dues, will have a piece of that success to make their lives better. If the Dealership does not provide the right support mechaWhat we need to talk about today nism total failure will eventually is you, the BOSS, and your obliga“sink the ship”. That support comes tions to your employees and profesin effective training meetings that sional sales teams that have continteach, not the common “rah-rah” ued to put money in your pockets sales meetings consisting of mostly and maintain the flow of your “emnon-pertinent, time-wasting discuspire”. Now that you are on top of sions that flow in an empty circle of your success, is it all the responsi“fluff”, producing no benefits other bility of your sales teams to sell or than the loss of chunks of time to be replaced? Does your responsibilthose who care and, actually have ity end when you sign their checks something to do. Don’t procrastinate and deposit yours? Do you promise when it comes to support, every day to support but really, do nothing? lost will never be recovered, it is You have no doubt put in your dues LOST. It is nice to sit back and look at the business you have now, knowing that you may have built it from scratch and that feeling of accomplishment only a winner knows!

You have a lot to say about all those hours of hard work and exceptional efforts on your part. That’s a wonderful story to tell at your high school reunion but that is all about you, and not the message of this article.

24 • April 2018 • Dealer Communicator

prepared by the dealership to back Bob Licari Article up the positive statements of exContinued perience and track record the sales person has represented, yet the Let’s try an exercise; do this even if dealership has no system in place. it is to humor me and see what hap- Now the final “close” approaches pens. Shut all the exterior noises when the rep meets with you “the and silence your phones, close your prospect”. The meeting begins, the eyes and clear your mind for 30 professional hand shake, general seconds. Follow the steps below quality conversation and the expeclosely, then keep your eyes closed rienced pitch by the sales person throughout this exercise. Now that follows. Something important is your mind is clear, imagine opening missing, the representative has no your eyes, as the Prospect your sales collateral support, no company broperson is meeting with. Your sales- chures no testimonials or references. person has done a great job during You see in front of you a few prodthe initial “search and find” misContinued On Next Page sion to locate and connect with an exceptional prospect for your services or products. Verbally representing your company and specialties offered, following all the steps to convince this prospect that your company is the right choice to work with. Still uncertain but going positively in the sales persons direction, you await supporting materials William B. Rudow Inc. to be sent by the experienced sales person, they never show up, because there was no colwww.suckers.com lateral material printed and info@rudow.com Dealer Communicator • April 2018 • 25

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you have seen that old Metropolitan Bob Licari Article Life cartoon of the medieval battle Continued and the general who has no time to listen to the salesmen about a great uct brochures thrown loosely on top new weapon to use in battle! While of your organized desk with a busiexaggerated it carries several lesness card spun upside down next to sons to learn. Support your sales the pile paper, instead of the proper teams with the materials and tools professional presentation folder that make them efficient and curwith business card holder, organized rent, close more business and most with strategic components to supof all, come back to earth and realport the sale. Figuring there must be ize your sales teams include you, a paper shortage you did not know the BOSS! DC about and then that thought sweeps through your mind, Wow, all that Bob provides turnkey conversation with what seemed like marketing solutions a professional and a presentation of and has been a high school B student. Would disserving the Mailing, appointment follow? Or annoyance Fulfillment and that your time has been wasted with Packaging Industries a wanna-be? for over 35 years. He can be reached at: BobLicari@BrainSell Now that your eyes are open can Services.com, Ph: 754-779-4296 you see a failure in the administraor visit his website at tive support mechanism? Do you www.BrainSellServices.com. see any similarities to your sales departments? If you do, DO SOMETHING ABOUT IT! Don’t say a word, just do it.

Think of a war chief who sends his army out to fight but neglects to give them weapons, then is upset at their defeat. I am sure some of 26 26 •• April April 2018 2018 •• Dealer Dealer Communicator Communicator

Are You Worth More Than 6 - 12 Minutes of Training Every Six Months?

• Takes care of weak links Helps to reduce weak links and ensure the same mistakes are not repeated.

The U.S. Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organizations with 100-500 employees provided just 6 minutes.

• Increases employee satisfaction Shows employees that they are valued. They will know that the training they do can take them into other positions within the organization - positions with better growth opportunities and/or better pay.

by John Tschohl

And if this holds true for managers, how much training do front line employees get?

I have always recommended that organizations train and retrain all employees to carry out their roles to the highest standards, and deliver high quality services to customer.

Customer Service is the bedrock of all companies whether they believe it or not. So it only makes sense to constantly train and raise the standards of employees.

Why Invest in Continuous Employee Training and Development?

Benefits of conducting these programs are far greater and longlasting. Let’s take a look:

• Boosts employee performance Continuous training empowers employees. Gives them confidence and keeps them up to date on new developments. This confidence pushes them to perform better.

• Training on your time Because employees are being trained on your time, they see that you value them enough to invest in them.

• Stay ahead of the competition Make sure your staff is constantly advancing and you will continue to move forward and be more competitive in the marketplace.

One way businesses stay at the top Continued On Next Page

Dealer Communicator • April 2018 • 27

of their game, i.e. Apple, Amazon, Metro Bank, etc. is by continuing to invest in their greatest asset – employees. From mentorship programs and live seminars to classes and in-field training, there is no shortage of ways to engage your employees. Whether a company’s training takes place on-site or online, the benefits are great.

“Ongoing Customer Service training is important not just to employee development, but it also affects the success of your business” John Tschohl

John Tschohl is a professional speaker, trainer, and consultant.

He is the President and founder of Service Quality Institute (the global leader in customer service) with operations in over 40 countries. John is a self-made millionaire traveling and speaking more than 50 times each year. He is considered to be one of the foremost authorities on service strategy, success, empowerment and customer service in the world. John’s monthly strategic newsletter is available online at no charge. Visit his website at: www.customer-service.com.

Thought For The Month Life isn’t about finding yourself.

Life is about creating yourself.

– George Bernard Shaw

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28 • April 2018 • Dealer Communicator