SEPTEMBER 2017 DealerCommunicator

September 2017

Dealer Communicator Manufacturer Sponsored NewsJournal

Offset // Digital // Wide Format - Signs

Bridging Manufacturers Worldwide With Print & Office Machine Dealers Wide Format and Sign Supply Distributors Mailing Machine Dealers

Proofing PRODUCT FOCUS

Opportunities for Dealers: Changes in Technology Starts on page 9

Platinum Sponsor New Force Magnetics Issue Sponsors

Manufacturing Directions, Inc.

William B. Rudow Inc.

Dealer Communicator • September 2017 • 1

We Want You To Have An Enjoyable Reading Experience For This Digital-Global Edition of Dealer Communicator On the lower Left hand side of the screen you will find a series of buttons

Click “THE MAGIC BUTTON”

It will enlarge the FlipBook to FULL SCREEN for a truly enjoyable reading experience

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2 • September 2017 • Dealer Communicator

PERSONALLY SPEAKING BY

O. MIKE FICHERA, PUBLISHER

FOR A BETTER READING EXPERIENCE CLICK THE FULL SCREEN IMAGE LOWER LEFT SIDE

WHILE IRMA WAS BEATING ON SOUTH FLORIDA WE WERE PUTTING THE FINISHING TOUCHES ON THE SEPTEMBER ISSUE CLICK THE VIDEO ON THE RIGHT TO VIEW THE THIRD OF A SERIES OF LEARNING SESSIONS

BY BRIAN JOHNSON OF OPTIMIZE Title: The Leadership Challenge

VIDEO

Dealer Communicator • September 2017 • 3

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Table of Contents

Click Article You Wish To Read GENERAL NEWS SECTION 3 .....Personally Speaking - by O. Mike Fichera, Publisher 8 .....Advertisers Index 9 .....Product Focus: Proofing Opportunities For Dealers: ........ Changes In Technology WIDE FORMAT / SIGN SUPPLY SECTION 13 ...Major Article: Greener Rigid Substrates ........ - by Tim Greene 17 ...Dealer News 24 ...News 4 Dealers The Dealer Channel Improvement Center 37 ...If You Can’t Say Something Nice About Customer Service...Complain! ........ by John Tschohl 39 ...The Do’s and Don’ts Of Multi-Channel Marketing - by John Foley, Jr.

6 • September 2017 • Dealer Communicator

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Click here to dealer inquiry form Dealer Communicator • September 2017 • 7

Positive, Upbeat Story Telling Using Audio Technology Can Help Sell Anything Use Rix Quinn’s Voice To Help Capture Attention For Your Product Messages No matter where your company is located, Quinn says he can help your sales team.

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Contact Rix Quinn at 817-920-7999 email: rix@rixquinn.com

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Financial Support By The Advertisers Below Is Why Dealer Communicator Is Free Of Charge To Dealers And Distributors ADVERTISERS INDEX

American Ultraviolet ................................17,21 MDI..........................................................11,22 Brackett ........................................................23 New Force Magnetics Co...... 4&5,14,18,22,27 Burnishine.......................................................7 Precision 3D Filament .............................15,33 Grafx Network...............................................25 PVC Spiral Supply....................18,19,22,26,27 Manufacturing Directions, Inc .................11,22 William B. Rudow, Inc...................................31 8 • September 2017 • Dealer Communicator

Proofing Opportunities for Dealers: Changes in Technology often with multiple iterations to get to a final acceptance before going to press. For critical jobs, press sheets were printed and customers were invited into the pressroom to give final approval. Depending on the quality requirements the proofing process was time consuming and Not to bore you with a history les- costly. Today, advancements in son in proofing, but learning how digital hardware and software this technology has advanced will have combined many of the help you in your sales approach in steps in the making and accuracy selling today’s technology. To put of proofs reducing the time and things in perspective first let’s take cost in generating proofs used in a look at how proofing has changed the pressroom. over the past 20 years.

In 1985, we saw the introduction of the Iris printer. Initially this A Proofing Perspective inkjet printer was developed to There was a time not so long ago generate color contract proofs. that proofing was a multi-stage process involving a variety of steps But it gave us pixelated images (no halftone dots) and generated and methods. There were content vivid colors hard to reproduce proofs, position proofs and conon an offset press. But the Iris tract proofs. Each of these proofing steps used different equipment Dealer Communicator (DC) continues its quest to find new opportunities for graphic arts dealers.

This month we looked at proofing.

Coming into Print 17 we see some new or enhanced products especially for packaging and specialty printed products.

Continued On Next Page

Dealer Communicator • September 2017 • 9

color management software and standards. Today, ICC, Gracol, Product Focus G7 and SWOP standards make it continued easier to provide results that can printer was so much faster and be duplicated on presses that have less expensive than film proofs been fingerprinted to these stanthat it opened the door for the cre- dards, allowing digital proofs to ation of digital proofing. predict, better, the results off the presses, using traditional print Computer-to-Plate (CtP) processes like offset and flexo As we moved away from film to or digital toner or inkjet imaging Computer to Plate (CtP) technolo- methods. gies in the 1990’s there was an obvious move to find lower cost RIPS Sold By Dealers proofing systems that provided Not to be overlooked is how contract proofs using the same proofing has been affected by RIP RIPs and color management sysdevelopments. Published in New England Printing and Publishtems used in making the plates. ing, consultant and educator Ron Initially, HP, Epson. Kodak/Creo Ellis said: “Although the inkjets and Agfa along with all the comthemselves can produce pretty panies making CtP equipment colors, they are useless without offered digital printers for proofa RIP. The most common RIPs ing. While early versions of this sold by dealers in the Northeast equipment generated reasonable proofs it still took adjustments by include Best ColorProof and Screen Proof, Imation Matchprint the press operators to learn how Color RIP, DuPont Color Stato match what is on the proof visually since the inkjet proofs were tion, Harlequin ProofReady, Oris ColorTuner, Serendipity Software “dotless”.

BlackMagic and others including direct output by the platesetter/ Digital hard copy proofing also was helped by the development of imagesetter RIP. 10 • September 2017 • Dealer Communicator

This brings us to new opportunities for graphic arts dealers.

Opportunities in Selling Proofing Products: The biggest trend in new digital proofing systems is the addition of 3D imaging. To design a package or put graphics on a coffee cup there is a need to show how

the images will appear before committing them to print. Before the new proofing technologies were available a folding carton printer would go to a CAD design software and layout the design, then print the proof, then hand cut or use a knife/laser plotter to cut out the box ending the process with hand folding and gluing, an expensive, slow process.

Continued On Next Page

...

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Click here to dealer inquiry form Dealer Communicator • September 2017 • 11

Product Focus continued

CGS Publishing Technologies International (www.cgsusa.com) recently released the latest versions of their ORIS Flex Pack // Web Visualizer System that now includes the ORIS Varnish & Emboss Option. This software facilitates development of packaging mockups with the ability to reproduce gloss, matte or emboss spot varnish. With the Varnish & Emboss option, users are able to simulate high-end packaging.

See more at the CGS website.

Forward Thinking Dealers Will Seize the Opportunities While proofing products have been mainstays in most dealers’ product lines from the film days through today’s digital technologies, they are ever changing. Offering the right solution to customers is an essential role of graphic arts dealers and distributors who sell wide format

products. One size does not fit all. Some customers have basic needs; others need 3D proofing solutions to handle complex images.

New software with proofing capabilities comes to the market frequently. It is up to every dealer / distributor to keep customers informed and supplied with the latest proofing technologies. DC

Next Month’s Product Focus

Mailing Machines

12 • September 2017 • Dealer Communicator

WIDE FORMAT &

SIGN SUPPLIES

Greener Rigid Substrates

By Tim Greene, IDC Director of Wide Format Printing Consulting Services As more and more companies invest in flatbed printers there is a growing market for rigid print media that support a variety of short-term large format printing applications from POP to trade shows as well as long-term applications such as architectural and outdoor signage. IDC research indicates that the total market for rigid media in North America is growing at almost a 20% CAGR from 2016 through 2021, from $276 million in 2016 to $537 million in 2021. This includes a wide range of rigid print media products, from the ever popular Coroplast to wood- and wood-based products, through metal and metal/wood combo products like ACM (Aluminum Composite Materials. These products are widely used in the signage and graphics market and present dealers with an opportunity to offer new products and services to their large format signage

and graphics customers.

There are a few things to consider in the rigid media market right now, and one of them is that things are changing. There is a move away from polymer-based materials towards paper-based rigid substrates that make these prints more economical and more sustainable than ever before for both printers and for their customers. One reason for this is the “made in America” movement and the implication that these paperbased products can be made entirely

by American companies. Neenah Paper, based in Alpharetta Georgia just outside of Atlanta has carried the Converd line of paper-based large format rigid media products when it acquired FiberMark back in 2014, is one of the top suppliers of these paper-based rigid substrates and is seeing strong adoption especially Continued On Next Page

Dealer Communicator • September 2017 • 13

WIDE FORMAT SECTION among the commercial printers that have entered the large format digital graphics business. These paper-based media products are very price-competitive with Coroplast and foamcore, but are more easily recycled. If customers are able to be convinced to use these paper-based materials instead of some of the commonly used polymer-based materials there is a huge potential savings in terms of shipping and disposal costs. One innovation that Neenah offers customers more than just media, the company has a design capacity that it can offer to assist customers in the best ways to design displays and utilize their materials in the most effective and efficient ways.

IDC is seeing more and more equipment and supplies dealers carrying these kind of rigid substrates, and offering the conversion of these materials down to smaller sizes, breaking up large pallets into smaller orders, and extending the services of large manufacturers are some of the value-add opportunities that dealers provide. The expansion of large

format digital printing into markets like signage and packaging provides an opportunity for dealers that are involved in large format printing.

Dealers should take advantage of events like PRINT and SGIA to look for some of the rigid media products and new services to support those products their manufacturer partner provide. DC Tim Greene, Director of Wide Format Printing Consulting Services, International Data Corp. (IDC), will field your questions, comments or arguments by email: tgreene@idc.com

subj: A REPLY TO TIM GREENE FROM VAL GUERRA, SHARK FINISHING MACHINERY Dear Mr. Greene,

My name is Val Guerra, President of Shark Finishing Machinery. I read your editorial in the latest edition of Dealer Communicator and I’m impressed with the data you shared.

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See Our Product Ad In This Issue Pages 4 & 5 14 •• September September 2017 2017 •• Dealer Dealer Communicator Communicator 14

Your opening statement, above all, caught my at-

WIDE FORMAT SECTION tention because it is so true. Finishing “IS” a critical element of the print production....and yet, too often printers and sign shops overlook it.

They spend thousands upon thousands of dollars in the prepress and print area only to process the printed product into old, ill-working machinery that should have been updated years ago.

As for my company philosophy, we’ve decided to take the bull by the

horns (so-to-speak) and offer print industry dealers information that helps improve their ability to sell Finishing Machinery. Our motto is, “Don’t just print.. Finish & Finish smart with SHARK”. I want to thank you, Mr. Greene and the Dealer Communicator for your informative editorials.

Val Guerra, President, Shark Finishing Machinery

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Fichera Publications U.S. Phone : 800-327-8999 • International Tel. +954-971-4360 email: ofichera@aol.com Click here to dealer inquiry form 16 • September 2017 • Dealer Communicator

DEALER NEWS Mac Papers Acquires Florida Graphic Supply Mac Papers, one of the largest merchant distributors in the Southeast U.S., has announced that it completed the acquisition of Florida Graphic Supply, Inc. (FGSI), a Clearwater, Fla.-based distributor that specializes in the most advanced wide format technology available.

The acquisition enables Mac Papers to distribute Roland equipment across all of its Southeastern markets. Florida Graphic Supply is the number one Roland® dealer in Florida.

In addition to Roland, Mac Papers will now carry products

by ORAFOL®, a leading manufacturer of self-adhesive Continued On Next Page

Click here to dealer inquiry form Dealer Communicator • September 2017 • 17

DEALER NEWS Continued products and reflective materials.

Florida Graphic Supply is a wholesale distributor of wideformat printing, plotters, and engraving equipment, as well as digital print media, plotter vinyl, software, and inkjet supplies. The company has been in business for over 25 years.

You’ve Got To Have A Mission I’ve been looking at dealer web sites for quite some time. One thing I find most enjoyable

is reading dealer’s Mission Statements. If you want to find the heart and soul of an industry look at the Mission Statement of each of it’s businesses. Not only is it important to the potential customer to let them know your philosophy and your intentions in this industry, but also a vital reminder, one that should be recited every day, to the principals and staff of every business. A Mission Statement can lift one’s spirits above the work-a-day Continued On Page 20

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18 • September 2017 • Dealer Communicator

Model EZ Flex 100 The Crown Jewel of Coil Inserters

Binds Books, Manuals, Calendars . . . and, Provides Repeat Supply Sales for Dealers

• Inserts coils of all sizes & pitches • Switch sizes with turn of a knob • Bind Thick Books up to 2” • The EZ Flex can sit on any flat surface • Marry with Marlon 350 to bind & crimp coil • Use all sizes of SlanTis Binding Sleeves (Patent Pending)

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Model 300 I Roller Inserter • Coil Forming Machines • Paper Punches • Automatic Wire Machines • Coil Inserters “PVC is one of my finest suppliers. Lonnie Bramon and Jerry Roberts are what I call stand-up-guys. They walk the walk that helps me to get new business. Foreign Made? Why, when I get quality, fast delivery and Marty Boone, President competitive pricing from an American manufacturer. PVC is simply the Boone Business Products best.”

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Dealer Communicator • September 2017 • 19 Click here to dealer inquiry form

DEALER NEWS world to a higher level - a higher mission making the workplace, and the world, all the better for it.

GSG Hires Branch Manager For Cincinnati Location Dallas-based GSG (Graphic Solutions Group), a supplier to the screen, sign, digital imaging and embroidery industries, announces the hiring of Art Gamsky as branch manager for the company’s Cincinnati location.

Gamsky has more than 35 years of experience in the sign industry, with particular expertise in branch management, procurement and outside sales, and worked at N. Glantz Sign Supplies for 36years.

“The team here at the Cincinnati branch are top notch and the excitement that they have to serve our customers has already rubbed off on me,” says Gamsky.

Graphics One Is New Distribution Channel For Prism Inks Prism Inks, Inc., based in Sunnyvale, California and Graphics One, based in Sun Valley, California have announced that AD International, LLC, a division of Prism Ink has acquired Graphics One. Prism Inks and Graphics One have had an ongoing distribution relationship for many years. As part of the acquisition, Graphics One will become the global distribution arm for the wide array of digital inks produced by the various Prism Ink companies.

According to Dan Barefoot, President of Graphics One, “We are pleased to become part of the Prism Inks’ family. We have distributed products from Prism since the start of Graphics One and have had a very successful relationship. Many people are not aware that Prism is the largest independent digital ink company in

20 • September 2017 • Dealer Communicator

DEALER NEWS Continued the Americas and has the widest array of digital ink products. Being able to offer these world class products through our distribution network will be highly beneficial to both Prism’s and Graphic One’s customers.”

DaVinci Adds HP Latex Print And Cut Solutions DaVinci Technologies, a

distributor and manufacturer of wide format print media and equipment, announced the availability of the HP Latex 300 Print and Cut Series. The dual-device solution enables simultaneous printing and cutting in a single workflow, delivering 50% time savings.

Available in 54-inch or 64-inch options, the HP Latex 300 Print and Cut Series is designed for

See Our UV Coater Ad Page 17

Click here to dealer inquiry form Dealer Communicator • September 2017 • 21

DEALER NEWS sign shops, artists, quick printers and print service providers (PSPs) to help grow business with a simple and cost-effective workflow. DC

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Buy Plastic Coil Double Loop Wire From One Source Tel 800-461-9301 • Fax 208-377-9301 Email ljfullmer@pvcspiralsupply.com www.pvcspiralsupply.com

See Display Ad Page 19

A Trusted Logo for Floor Model Folding Machine Parts For Over 30 Years every part backed by a guarantee of satisfaction

Click here to dealer inquiry form 22 • September 2017 • Dealer Communicator

NOTE PADS AND RED HOT PADDING MACHINES THAT OFFER DEALERS

MORE to offer printing customers

MORE

ways to increase income and open doors to companies you never were able to sell before Who Sells Padders?

Dealers Who Know That After Paper Is Printed It Gets Cut, Folded, Coated, and Padded

Who Buys Note Pads?

Banks, Direct Mailers, Associations, Charities, Meeting Planners, Corporations of All Kinds

World’s #1 Circular Padder 7x faster than hand-padding

Automatic Table-top Padmaster 2000 Instant Pads For Your Customers Instant Profits For Dealers ALSO

A Brackett TC-3 Index Tab Cutter Will Get Jobs Out Faster For Your Customers

1910-2017 A Century of Trust 800-255-3506 • 785-862-2205 Fax: 785-862-1127 • mmurray@brackett-inc.com www.brackett-inc.com

Click here to dealer inquiry form Dealer Communicator • September 2017 • 23

News

4 Dealers

Konica Minolta Acquires Muratec America

Konica Minolta Business Solutions U.S.A., Inc. (Konica Minolta) has acquired Muratec America, Inc., a leading supplier of multifunction (MFP) solutions and a provider of managed document and cloud services in North America. The acquisition will strengthen the company’s distribution network and further advance Konica Minolta’s leading position within the industry.

As a wholly-owned, consolidated subsidiary of Konica Minolta, Muratec America, Inc. will continue to deliver its high quality sales and maintenance business and will operate under the leadership of President Jim D’Emidio.

This is Konica Minolta Business Solutions’ 30th acquisition in the past five years.

Roland DGA Corporation Has Made Several Key Personnel Changes Tony Miller, formerly Roland DGA’s Director of U.S. Sales, has been promoted and will now serve as Director of Sales & Product Management. Miller will be responsible for spearheading Roland DGA’s expansion into new markets, while overseeing the company’s product development and sales efforts across all core markets. He will continue operating out of Roland DGA’s corporate headquarters in Irvine, California.

Sid Lambert, who previously served as Roland DGA’s Southeast Regional Sales Manager for the past 10 years, has been promoted to U.S. Sales Manager for Color Products. Lambert will oversee the company’s regional sales management team throughout Continued On Page 26

24 • September 2017 • Dealer Communicator

Click here to dealer inquiry form Dealer Communicator • September 2017 • 25

News

4Dealers

the U.S., for all inkjet printing products. Reporting to Miller, Lambert will work remotely from Ball Ground, Georgia.

&

Birthday Anniversary Announcements

Click Here For One Minute Audio

In addition, Daryl Chaffins, previously a Roland DGA business development manager, has been promoted to the position of Regional Sales Manager, Southeast Region. Operating

Click On Play Button To Hear One Minute Audio

Continued On Next Page

THICK

If The Books Are Take The Order And . . .

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Click here to dealer inquiry form 26 • September 2017 • Dealer Communicator

News

4 Dealers

Continued on next page

out of Cumming, Georgia and reporting to Lambert, Chaffins will oversee the company’s dealer sales channel for inkjet products within the Southeastern United States.

Avery Dennison Names Gregory S. Lovins as Senior Vice President and Chief Financial Officer Avery Dennison Corporation announced the appointment of Gregory S. Lovins to senior vice

president and chief financial officer, effective immediately.

Mr. Lovins, 45, will be responsible for leading financial operations across Avery Dennison, and will also oversee the company’s information technology group. Mr. Lovins has served as the company’s vice president and interim chief financial officer since March 2017 and has also been the company’s treasurer since August 2016.

He has more than 20 years of experience with Avery Dennison,

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See Our Product Ad In This Issue Pages 4 & 5

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Buy Plastic Coil Double Loop Wire From One Source Tel 800-461-9301 • Fax 208-377-9301 Email ljfullmer@pvcspiralsupply.com www.pvcspiralsupply.com

See Display Ad Page 19

Dealer Communicator • September 2017 • 27

News

4 Dealers

having served in various positions of increasing responsibility across the company, including global finance leadership for what is now the Label and Graphic Materials segment.

Top Value Fabrics Acquires Pacific Coast Fabrics The acquisition expands the company’s product offerings and strengthens its West Coast distribution network for printable textiles. “Top Value Fabrics is known throughout the industry for outstanding customer service,”

Thought of the Month A hero is one who knows how to hold on one minute longer.

Norwegian Proverb

explained Chris Fredericks, president for Top Value Fabrics.

“Pacific Coast Fabrics was established in Gardena, CA in 1995,” commented Mr. Vieweg.

“We’re excited for our team to join together with TVF’s team as we deliver even more options for our customers and even greater innovation for the industry.”

Combined, the companies contract, manufacture and source fabrics and media worldwide, both domestically and in international locations from Asia to Europe. As of November 1, 2017, the companies will unite and operate as one Top Value Fabrics.

BindRite Dealers Association And Rhin-O-Tuff Announcement The initial entry into the binding market has a new Interchangeable Die Module for the Rhin-O-

28 • September 2017 • Dealer Communicator

News

4 Dealers

Continued on next page

Tuff Onyx HD 7100 heavy-duty punch which incorporated a quick change die-system that allowed pattern flexibility. The company has taken the concept one step further, enabling machine operators to produce the full range of popular p\binding patterns without having to purchase a new die for each pattern.

LSC Acquires CREEL Printing LSC Communications announced that it has entered into a definitive agreement to acquire CREEL Printing, a leading privatelyowned offset and digital printing company based in Las Vegas, Nevada. CREEL’s capabilities include full-color web and sheetfed printing, regionally distributed variable digital production, large-format printing, and integrated digital solutions.

Massivit to Showcase Business Opportunities Achievable with Large Format 3D Printing Massivit 3D Printing Technologies will use this year’s SGIA Expo (New Orleans, 10 – 12 October) to demonstrate how large format print providers and sign & display companies can secure greater business opportunities and enhance their competitive edge thanks to the integration of the company’s 3D printing technology within their operations.

Via the flagship Massivit 1800 3D Printer, print professionals are granted the means to expand their service offerings and open the door to new business.

As part of SGIA’s conference program, Sharon Rothschild, Product Manager at Massivit 3D, will deliver an insightful keynote presentation entitled, “3D Printing: A Multi-Dimensional View” on Wednesday 11

Dealer Communicator • September 2017 • 29

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October 2017 at 10:30 am in room 241.

Memjet Creates NextGeneration Printhead Technology More than ten years ago, Memjet created a revolutionary inkjet printhead technology with unmatched resolution. Since then, dozens of OEM partners have employed this aqueous, dye-based, single-pass digital print system called VersaPass to create numerous applications used in a variety of markets from label printers to mail houses and commercial printers.

At PRINT 17, Memjet will debut its next-generation print technology, DuraLink.

The quality, flexibility, and affordability of this new pigmentbased print technology, combined with the creativity and market knowledge of Memjet OEM partners, enables the development of a new breed of affordable

inkjet solutions that meets the specific demands of high-volume printing markets, including commercial printing, packaging, and industrial printing.

Graphic Arts Advisors Announce The Sale Of CL Graphics To The Stevens Group The Stevens Group, Elmhurst, IL, a full-service print management and marketing support company, has acquired Crystal Lake, IL-based CL Graphics, Inc., a printing and cross-media marketing firm. CL Graphics’ operations will be integrated into The Stevens Group’s Elmhurst facility. Graphic Arts Advisors, LLC, a strategic financial advisory and consulting firm devoted exclusively to all sectors of the graphic communications industry, represented CL Graphics in the acquisition. Graphic Arts Advisors director Mitch Evans

30 • September 2017 • Dealer Communicator

News

4Dealers

served as lead advisor on this sale.

Continued on next page

CL Graphics serves a number of niche markets, including nonprofits, libraries, and associations, as well as small and medium-sized businesses in a range of industries. “The combined resources of The Stevens Group and CL Graphics

Wirt assumed responsibility for customer growth and acquisition by identifying businesses that could benefit from digital or hybrid label solutions. Brian will focus on serving commercial converters and brand owners in the central United States and Canada.

will help us increase the value we provide to organizations in these sectors,” noted Mr. Brahm.

Brian Wirt Joins Colordyne Technologies Bringing 27 Years Of Experience As a Strategic Account Executive at Colordyne Technologies, Brian

William B. Rudow Inc.

www.suckers.com info@rudow.com

Click here to dealer inquiry form Dealer Communicator • September 2017 • 31

News

4 Dealers

INX International Ohio Manufacturing Facility Wins Industrial Business Of The Year Award INX International’s manufacturing group in Lebanon, Ohio has been selected as the 2017 Industrial Business of the Year by the Lebanon City Council. The award will be presented to INX officials by the Lebanon Area Chamber of Commerce at their 66th annual awards dinner on September 28.

INX is being honored based on demonstrated success in job creation, facility appearance, production expansion and commitment to the Lebanon community.

Landa Appoints Dafna Gruber as CFO The Landa Group has announced the appointment of Dafna Gruber as CFO of Landa Digital Printing.

Dafna comes to Landa with

over 20 years of a successful track record in the financial and operational management of global public hi-tech companies.

Dafna holds a B.A. in Accounting and Economics from Tel Aviv University. She replaces Elan Sigal who has relocated with his family to take up a new professional role in the United States.

“I’m excited to be joining a company with a technology and business model that has such tremendous potential,” said Gruber. “I look forward to helping the business grow and to building one of the largest companies in Israel and the leader in our industry.”

Registration For Sign World International Is Open The United States Sign Council (USSC) announced that registration is open for this year’s Sign World International tradeshow. As one of the largest

32 • September 2017 • Dealer Communicator

News

4 Dealers

Continued on next page

buying and selling shows in the industry, sign professionals are given the opportunity to meet with specialists in all areas of the market, educating themselves on new techniques, innovative products, the latest market trends, and strategic revenue growth opportunities.

Sign World International attracts over 3,000 sign companies and installers, graphic designers, large format digital print buyers, digital

JUMP INTO

display buyers and LED sign & display buyers.

Sun Chemical Acquires Joules Angstrom U.V. Printing Inks Sun Chemical has acquired Joules Angstrom U.V. Printing Inks Corp., a manufacturer of UV printing inks for converters in the commercial, packaging and specialty markets. By combining the complementary portfolio of products from the Pataskala,

3D

With Both Feet

Precision 3D Filament (A PVC Spiral Supply Enterprise) Offers Dealers An Opportunity To Enter The 3D Business With A Full Line Of 3D Filament Supplies.

Email: lonnie@precision3Dfilament.com Telephones: U.S. 800-461-9301 ... International 1+208-377-9301 Click here to dealer inquiry form Dealer Communicator • September 2017 • 33

News

4 Dealers

Continued

Ohio-based company with Sun Chemical’s full range of global resources, customers will benefit from the synergies between both companies.

2017 Naomi Berber Memorial Award Honors Janet Green Printing Industries of America (PIA) announced that Janet Green, president of Greens Printing, Inc., has been named the 2017 Naomi Berber Memorial

Award honoree. Green’s award will be presented at the 2017 PIA Fall Administrative Meeting on November 10, 2017 in Concord, North Carolina. This award honors outstanding women in the graphic communications industry for their exceptional record of accomplishments, extraordinary contributions toward the development of the graphic communications industry, and for having advanced the interests of the industry. DC

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4 Dealers

DATES TO REMEMBER FOR INDUSTRY EVENTS PINE Print Management Conference Oct. 1-3, 2017 The Hotel Viking, Newport, R.I. Contact: 202-596-3450 Visit: www.pinepmc.org

SGIA EXPO 17 Oct. 10-12, 2017 Ernest Morial Center, New Orleans, LA Contact: 888-385-3588 Visit: www.sgia.org

PSDA 2017 P2P Technology Summit Oct. 4-6, 2017 Sheraton Hotel, New Orleans, LA Contact: 800-230-0175 Visit: www.p2psummit.org

Digital Packaging Summit 2017 Oct. 23-25, 2017 Ponte Vedra Beach, FL Contact: 781-910-3671 Visit: www.digitalpackagingsummit.com

thINK 2017 Oct. 9-11, 2017 Boca Raton Resort & Club, Boca Raton, FL Contact: 312-245-1061 Visit: www.thinkforum.com

IPEX 2017 Oct. 31-Nov. 3, 2017 The NEC, Birmingham, U.K Contact: +44 (0) 20 7017 6986 Visit: www.ipex.org

Dealer Communicator • September 2017 • 35

2017 Three Month EDITORIAL CALENDAR published by FICHERA PUBLICATIONS, INC. FOR 39 YEARS, OUR WORK IN SERVING MANUFACTURERS HAS BEEN To Connect Them With The Dealers Who Can Sell Their Products – DEALER COMMUNICATOR DELIVERS NEWS AND PRODUCT INFORMATION TO OVER 9,000 CONTACTS: OWNERS..MANAGERS..SALES PEOPLE..CSRs.. in these channel segments >> wide format, sign supply, offset, mailing, bindery and office machines

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36 • September 2017 • Dealer Communicator

The

Dealer Channel I m p rov e m e n t Center Articles about Sales • Social Media • Marketing • Leadership

And Presentations By John Tschohl John Foley

NEW A Video Presentation By Brian Johnson See Page 3 Personally Speaking Column

SALES CORNER

If You Can’t Say Something Nice About Customer Service…

COMPLAIN!

By John Tschohl

In the customer service industry, we cannot avoid complaints. Complaints happen every day and when a customer complains it is usually for a good reason or genuine concern. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

Fewer than half of unhappy customers will bring a complaint to your attention but they will tell at least 11 people of the experience.

It’s important that we recognize complaints as opportunities. No transaction is complete unless the service that customers receive will motivate them to return and do business with you again.

Customers want to know someone is listening and they are understood.

No matter what the situation is, Continued On Next Page Dealer Communicator • September 2017 • 37 September 2017 • Improvement Center

continued when a customer brings a complaint to your attention be thankful. Remember, improper handling of a customer complaint can be costly to your business.

Handle a customer complaint smoothly and professionally How do you take the customer from hell to heaven in 60 seconds? The solution is to empower and reward employees to solve problems quickly and to the customer’s satisfaction.

A small gesture of apology can turn a bad situation into a good one.

The cost could be minimal—maybe a simple upgrade on the customer’s next purchase or a gift certificate.

When you resolve customer complaints successfully, you will better understand their needs, retain them as loyal customers, and enhance your business.

In my book, The Customer is Boss, I show you how to complain correctly. There are a couple of things that work when trying to motivate a business to give you better customer service: • Ask for good service: “I really need your help.”

• Act as if you expect good service.

• Treat salespeople as friends— treat salespeople respectfully.

• Change your attitude toward good service. Speak up.

• State clearly your expectations.

Ask for a speedy resolution.

Don’t feel sorry for business, government, or non-profit groups when you complain about bad service.

You’re doing them a favor by complaining.

Complaints are good for business.

Don’t shut up, speak up.

– 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. He can also be reached on Facebook, LinkedIn and Twitter

September 2017 • Dealer Communicator 38 • Improvement Center • September 2017

The Do’s and Don’ts of Multi-Channel Marketing John Foley, Jr.

(The Social Media Guru) Building a successful multichannel marketing campaign is a bit like making a cake. For the recipe to be a success, you need to add all of the right ingredients.

Let’s take a look at some do’s and don’ts for executing multichannel campaigns that will keep you and your customers happy.

Do Know Your Audience

It sounds simple, but knowing your target market and where you will find them is key to implementing a successful multichannel campaign. Rigorous market research and planning is a best practice that will ensure your campaigns are targeted and relevant.

Don’t Miss Your Chance

The flashiest multi-channel campaign won’t provide good value to your customers if it doesn’t include a specific, defined call to action. Knowing what action you want customers to take is vital to crafting a multi-channel campaign.

Do Know How You’ll Measure Your Results It’s important that you use the results of a campaign to plan the next stage. A multi-channel campaign can quickly get messy in terms of results.

Don’t Neglect Planning

It’s good best practice to look at each element of your multichannel campaign and make sure all the resources are in place to carry it out. Attention to detail is key, whether that means training all staff on how to use the correct “voice” when tweeting, or making sure every link does what it should.

Continued On Next Page

Dealer Communicator • September 2017 • 39 September 2017 • Improvement Center

John Foley Article Continued Do Keep An Eye On New Technology

Keeping an eye on the latest technology can make a world of difference. The world of marketing is fast paced and ever changing so be sure to find appropriate ways to integrate with technologies.

Planning, executing and measuring a multi-channel campaign takes dedication and forethought.

Formulating and sticking to your own best practices will increase the chances of success. DC

About John Foley, Jr. John Foley, Jr. is the CEO of interlinkONE. John and his team provide an award winning distributed marketing software for dealers, ilinkONEpro.

Among other things, their software solution allows for the creation and execution of personalized marketing campaigns, including direct mail, email blasts, and personalized URLs (pURLs). Learn more about John at JohnFoleyJr.com and interlinkONE at interlinkONE.com.

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