Imprint Canada January/February 2019

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IMPRINT CANADA THE MARKETING AND INFORMATION SOURCE FOR IMPRINTABLE PRODUCTS B9FM9JQ'>=:JM9JQ *()1

A Tristan Communications Ltd. Publication

AFKA<= L@AK AKKM= HJGEGLAGF9D HJG<M;L K=DDAF? LAHK2 @GO LG K=DD ;MKLGE Marketing specialist Kristina Hublar outlines useful tips to help you sell more custom products to your existing and prospective client base. 6

@GO LG ;GDD=;L 9F< E9F9?= QGMJ ;MKLGE=JK H=JKGF9D AF>GJE9LAGF Customer service and marketing expert Marc Gordon explains how to best protect your customers’ sensitive personal data. 8

@GO LG J=L9AF N9DM=9:D= OGJC=JK Managerial experts and co-authors James Manktelow and Julian Birkinshaw explain why people don’t quit their jobs, they quit their boss. 19

>JGE <GGJE9L LG <AHDGE9L Customer service and sales specialist Jeff Mowatt breaks down how to enhance yourself in your customers’ eyes. 22

F=O HJG<M;LK KHGLDA?@LK Leading suppliers showcase their newest products for 2019! 26

Volume 26, Issue 1

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2019 is shaping up to be a very exciting year in the sublimation industry. There have been several big advances in this unique decorating technology, which enables you to do more than ever with a single system. This is great news for those who have adopted sublimation for apparel, sign, award, custom gift, photography, promotional product and/or other popular types of product applications; it’s even better news for those who are still thinking about getting in to sublimation. The following article takes a look at some of the trending sublimation applications that could significantly boost your revenue in 2019 and beyond.

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Sometimes in business, getting better isn’t about getting bigger, or selling your products for higher prices. Sometimes it is about doing what you already do and just getting better at it. Better could mean higher quality, it also could mean higher margins on sales. However, in this article I would like to investigate the ideas of achieving your goals by looking internally at your company and seeing how you can produce your products at higher rates and at lower costs. We all know if we want to produce more we can just add production time and/or more labour. What I would like to discuss is the ability to produce more without adding more production time or more labour. If you are very good, you will be able to actually lower labour costs while still producing the same volume as you have =PMZM IZM UIVa _Ia[ \W OM\ JM\\MZ I\ aW]Z J][QVM[[ 8VM

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- #. à )/. ) 3D I have always believed that watching nightly news before calling it a day was unhealthy. Most newscasts tend to sensationalize the events of the day and for every positive story, there always seems to be a dozen that bring to light people’s sufferings. Why not wind down with a good book?‌or watch sports (something I typically do). Yet, for the past two years, at the end of each day I have found myself growing ever more riveted about Canadian and American politics and politicians. Its like following a soap opera that has enough plot twists to make your head spin. The common - and I am sad to say the most common - element is witnessing the

downward spiral of human nature. Self dignity, honour and compassion appear to have become empty words. Manipulation, misdirection, and lies have become the norm - whether they want to be accepted or not. I wonder what effects, both direct and indirect, North American politics is having on our future, and more importantly our children’s future. I am specifically referencing the development of our children’s strength of character. In addition to the news, the evergrowing scope of social media is bombarding and influencing our kids - unbeknownst to them - on things unimportant to one’s true sense of self. On any given day and at any given time, the activities of both political and business leaders are under the microscope. Any slip up can result in a worldwide broadcast within minutes. Are they careful? Yes. Are

they perfect? No. Do they really care to be truthful and exemplify qualities that will motivate generations to come? I doubt it. It appears to be all about today. All about winning. All about getting the upper hand. All about them - no longer about you and me. And if it is not about us, what about tomorrow’s political and business leaders that will come from our children’s generation? What will they exemplify? What values will they live by? More than ever, what goes on in our homes to teach future generations has never been as important as it is now. It is there that we can exert the most influence on what matters most.

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IMPRINT CANADA January/February 2019 - Volume 26, Issue 1

Source: Fibre2Fashion.com

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PUBLISHER

Tony Muccilli : tony@imprintcanada.com

PRODUCTION MANAGEMENT

OFFICE ADMINISTRATOR

Maria Natale : shows@imprintcanada.com

GENERAL INQUIRIES

Adriano Aldini : news@imprintcanada.com

feedback@imprintcanada.com, (905)856-2600

CONTRIBUTORS

ADVERTISING SALES

Robin Kavanagh, Jeff Mowatt, Kristina Hublar, Kevin Price, Marc Gordon, James Manktelow and

Tony Muccilli (Toronto) Tel: (905) 856-2600 Fax: (905) 856-2667

Julian Birkinshaw

MARKETING COORDINATOR

Steve Silva : feedback@imprintcanada.com Imprint Canada is published six times per year by Tristan Communications Ltd. The contents of this publication may not be reproduced either in part or in whole without the consent of the copyright owner. The views expressed in this publication are not necessarily those of the publisher. Request for missing issues are not accepted after three months from the date of publication.

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Find us at the 2019 Imprint Show, January 11-12, Toronto Congress Centre

1.800.387.8565

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How do you approach sales? Do you think if you can sell one product, then you can sell anything? So if you sell apples, then do you believe you can sell oranges, bananas, and pumpkins the same way? All you have to do is throw everything in a catalogue and say, “Here you go,â€? with a little bit of background knowledge and pull out your famous “salespersonâ€? persona? If that’s how you approach sales, and want to continue doing so, then stop reading. Walk away and stay in your bubble‌far, far away from here.

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Did you know that in the insurance industry, they don’t award their salespeople at the end of the year? Instead they do sales awards in the first month of hiring! They believe that it motivates more and is a forecast for their salespeople. Understanding industry standards gives you background knowledge to better advise and have a beneficial conversation for both parties. Pro Tip: Want to take it a step further? See what some of their competition is doing. Are they doing something creative that you know you can beat and might be beneficial for your prospect’s goals? It never hurts to do research – it’s free and makes you look better.

3. Have a conversation

Please, please don’t walk through the door and just start We approach sales in a completely different way and don’t want to be caught dead in believing that all products a sales pitch. A sales call should be a conversation. Listen to their pain points and see how you can help. If you have a are created (and sold) equally. For those on the other side of the metaphorical train true conversation, you will get an in-depth understanding tracks or are checking out the “forbidden fruit� in promo- of their goals, needs, and wants. Having a conversation will not only be refreshing for tional products, the prospect, but then we’re talking it will teach you to you – the risk more about the takers and creative company as well. thinkers.  People rememWe want to give ber those that you some sales treat them as tips we’ve found humans rather through the years, than a money because we’ve clip. been around for *TT XZWUW\QWV[ _MZM VW\ KZMI\ML MY]IT#

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a while (*cough, versation procough* since 1938 gresses, you will *cough, cough*). Yes, we are a little old, but that means we: build knowledge and a relationship. If the prospect decides 1) Have a niche. to proceed with you, you now have a better understanding 2) We’re experienced and know what we are doing. of who they are and their needs, so you can recommend Here are seven tips that we suggest taking a look at, more targeted solutions. especially if you want to break out of the transactional Solutions? Yes, promotional products are more than promo field and into the field of custom. just “stuff.â€? It’s marketing, whether internal or external. Branded materials should assist companies in what they 1. Research the company This might be Sales 101, but so few salespeople do this want, which can be anything from an event, new product before walking into a sales call. Or, the few that do some launch, employee recognition, or something else altogether. research, might not have noticed little nuggets that spell You want to approach this sales call as a marketer, see a pain point, or problem, and recommend solutions. opportunity if you put the pieces together. Yes, research the usual; such as the company back- 4. Listen ground, structure, and so on. However, think about custom Stop, collaborate, and listen. opportunities, too. No, a conversation does not mean interrupting every Did you know that one well-known international pizza few sentences and leading with the lowest price from a company has a national pizza making competition every foreign sweat shop. Listen to what your prospect actually year? Don’t you think that they might want some custom wants to talk about. shirts and awards to hand out for this unique event? You might have ideas about products X, Y, and Z, but Another thought is how the company is working with they might be looking more for F, G, or H. Learn to listen employees. Do they do onboarding gifts? How do they and be willing to pivot to best help them. honour Veterans, display achievements, or promote years Active listening is one of the hardest, but most vital of service? There are countless opportunities that you skills to develop. can look for. Research what their company culture and branding is like. Understand a bit about their voice, history, and branding FW^ S^Tb]zc fP]c P R^\_[TcT[h before you walk through the door – do your homework so Rdbc^\ XcT\. 8czb P WdVT bT[[X]V the conversation is more fruitful for everyone.

2. Research the industry

Some call this unnecessary, others call this Sales 102, but either way, you should give industry research some credit. You can walk in with a portfolio catered to what is relevant to their industry and understand the timing for products. Timing? Yes, knowing that a culinary company will need a lot of branded chef jackets is good, but what about knowing when they have industry competitions or award ceremonies?

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A 2018 study by the Canadian Marketing Association found that 40 per cent of Canadians are willing to share their personal information in exchange for benefits such as free products, improved service, and tailored offers. However, 77 per cent of Canadians have some concern about their online privacy, specifically the sharing of personal data.

So this could be interpreted to mean that if you can make people confident in how you collect and manage their personal data, they would be more likely to want to share it. Below are five way to responsibly collect and manage your customer’s information.

1. Compliance

Beyond local and federal laws, many industries have their own codes of conduct regarding customer data. These can cover everything from how data is collected to what incentives can be offered in return for sharing such data. This should be your starting point when creating a data collection program.

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2. Gather only what you need

The more information you ask from customers, the less likely they are to give it to you. Also, more information means more resources needed to manage it. So focus on exactly what data you need, why you need it, and how it will be used.

3. Storage

While it can be argued that no data is truly safe, you can still reduce the chances of it being hacked. Start with an established, offsite data management company. Not only will it be automatically backed up and physically safe from theft, but many security features come standard. It will also reduce your liability should things get compromised.

4. Internal policies and guidelines

The weakest link in any security system is the human one. Beyond making sure you control who has access to the data, it is also important to establish clear policies and guidelines. This will ensure the data is used in accordance with local laws while encompassing corporate and social responsibility. Sharing these policies with the public is an important part of building trust.

5. Transparency

People don’t mind sharing personal data if they feel doing so will benefit them. So let them know what the deal is. What will it be used for? Will it be shared? What will the customer get out of it? Can they have the data removed if they wish? These are all questions whose answers should be honest and accessible.

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Marc Gordon is an internationally recognized marketing and customer experience expert. In addition to speaking and consulting, he regularly appears on television and radio.

His articles appear in over 200 publications worldwide. Visit marcgordon.ca or his online show at marctv.net for more business tips.

IMPRINT CANADA _ -DQXDU\ )HEUXDU\

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Sublimation on Cotton

Sublimation is a chemical process that can only take place with polymers. Many substrate manufacturers have gotten around this limitation by adding a polymer coating to their products. For example, ceramic mugs have a layer of polymers added to them for sublimation imprinting. This has remained a challenge with textiles however – especially cotton. Until very recently, fabrics required polyester composition and people have been asking about sublimating cotton for years. In 2018, several transfer paper products hit the market that would enable those with a sublimation system to print and transfer their digital images to cotton. Though the limitations of working with sublimation transfers still remain with these media - i.e. semi-transparent inks in CMYK (no white) allow the colour of the fabric to come through in the final transfer colours - they have proven to be a great way to apply sublimation transfers to white and light-coloured cotton fabrics. We expect to see cotton imprinting take off in 2019, as the colour quality and demand for these products is incredibly high.

Sublimation for Dark Fabrics

The only options for decorating dark or black apparel or fabrics have historically been screen printing, DTG or heat transfer vinyl. As mentioned before, sublimation inks are semitransparent, which means that the colour of the substrate will blend in with the colour of the inks. With white substrates, you get a brightening effect; with dark substrates, it can be difficult to see the colours. With blacks, the colour is canceled out completely. The game has changed for using sublimation on these colours of fabric. Several flock and twill transfer media have entered the marketplace, enabling sublimators to either print directly onto the media or sublimate the media from a transfer. They can then cut the image down to size with a plotter, weed and affix to fabric of any colour with a heat press. This works not only with dark fabrics, but also on cottons. We anticipate these applications to be very popular in the year ahead.

Sublimation for Outdoor Applications

Substrate manufacturers have really moved sublimation applications forward in 2018 with their lines of outdoor products. UV light has traditionally been a limiting factor with sublimation applications, as prolonged exposure to light can result in fading. However, new coatings from several substrate manufacturers have enabled brand new lines of products rated for outdoor use to be created – some up to five years! Already, we have seen an upswing in the number of products that sublimation businesses are offering – everything from outdoor business and event signage to garden stakes, yard signs and decorations, outdoor art installations and home placards. These will be especially popular come spring and summer.

Sublimated Drinkware

Worldwide, mugs are the most popular sublimated product. They’re not alone, as the entire drinkware segment is on fire right now. One reason for this is the huge demand for double wall vacuum insulated tumblers, which keep beverages piping hot and frosty cold for hours on end. The practicality of these products and the quality substrates that manufacturers are delivering are both big drivers of this demand - not to mention the creativity of product decorators’ designs. We are also seeing lots of new types of drinkware, such as clear and frosted mugs, steins and shot glasses. These are great to pair with sublimatable bottle openers, bar mats and towels as a set aimed at the craft beer and spirits markets. You can even find white and clear-coated stemless wine glasses and growlers (which hold up to 64 oz. of draft beer or wine) for a more well rounded offering. Soda-shaped bottles and other types of bottles for water or cold beverages are also incredibly popular. These took the market

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by storm in 2018, and 2019 should see even further growth.

Sublimated DĂŠcor

Finally, we have seen a significant upswing in demand for home dĂŠcor items. Plenty of sublimators are finding creative ways to decorate baby and throw blankets, throw pillows, welcome mats, hand towels, key and jacket hangers, and all sorts of other items that make a house a home. This niche market continues to grow and is one which can be incredibly profitable. One very interesting application we’ve seen is gallery wraps on white glitter vinyl. For this application, decorators are printing sublimation transfers of photographs or photographic designs and applying them to white glitter heat transfer vinyl. Once transferred, they stretch the vinyl onto a frame - like you would with canvas - wrap around the sides and staple to the back. The result is a beautiful full-colour photo with both sparkle and texture for an extra “wow-factor.â€? And while people are kicking back and enjoying their cozy homes with sublimated dĂŠcor, they’re also wearing their favorite apparel. Yes, we expect sublimated apparel will be trending again in 2019, as it is every year. The more creative decorators adopt these applications, the higher the demand will be. For example, simple socks with words imprinted on to the feet have really taken off. Have you seen those socks whose bottoms read “If You Can Read This, Mom is Off Duty?â€? Those are sublimated and are very big sellers! As you can clearly see, there is a ton of opportunity to get creative and create some great products with sublimation in 2019. This is an incredibly versatile technology that offers not only the ability to offer a huge array of products, but is also easy to master and delivers quick return on investment. If you’re not already a sublimation fan, I hope that I’ve given you a few good reasons to see what all the fuss is about.

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Robin Kavanagh is the Public Relations Manager for Sawgrass, a global leader in delivering dye sublimation & digital printing solutions that make personalization possible and empower creative entrepreneurs to get customized products to market.

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So, now lets assume you have some excellent machines, productive printers, great embroidery machines and some lightning-fast lasers.

CWTaT PaT cf^ PaTPb c^ [^^Z Pc XU h^d PaT P] T\QT[[XbWTa ^U V^^Sb OF OPERATION cahX]V c^ X]RaTPbT _a^SdRcX^]) SYSTEMS Now lets look at your systems; your systems of operh^da WPaSfPaT P]S h^da bhb ations be broken down to front office - which includes order taking, sales, customer service, art, customer signcT\b ^U ^_TaPcX^] off, et cetera - and back office, which consists of production, scheduling and quality control.

In looking at your company and what you produce, your products can be broken down into two major groupings: Services and Hard Goods. This article will focus on the latter. So lets assume you are producing hard goods; those goods could be T-shirts, hats, pens, golf balls or any products that we see at our trade shows. Most or all of those will be printed, embroidered, etched, or generally embellished with a logo or text of some sort. This is what we will be keying on in this article. There are two areas to look at if you are an embellisher of goods trying to increase production: Your Hardware, and your Systems of Operation.

HARDWARE In reference to your hardware, it is most important that you have good machinery that you can rely on to get the work done. It astonishes me how many times I talk to people who tell me they got a great deal on a piece of equipment that can only run 60 or 70 per cent of the time. You need to have excellent equipment that you can rely on. When your competitors are using modern weapons in this battle called business, it doesn’t help you to be standing there with a spear and shield. If - at any point - you recognize that you are holding a spear, then you better either run the other way or call your local Modern Weapon salesman. Now, when you have good modern equipment, it is imperative that you maintain it according to the manufacturers’ recommendations. In an effort to keep your company young and healthy (machinery speaking) you should always be saving a small of amount money every year to modernize your production machines. Some machines will last you only five years, while others will last as long as 15 to 20 years. Do not wait until your machine is no longer working before starting to think about a replacement.

Front office: This aspect of the business can be the most complex to automate and make more efficient. To help companies improve efficiency, there have been many technical advances in phone and computer systems that can handle customers’ interactions. Make sure that communication with your company is easy for your customers; try to keep things simple and efficient for them so that they can quickly find the information that they may want. Also ensure that you have good people – armed with the tools they need - to do their jobs well. Investigate CRM (customer relationship management) software if you don’t have a solution already, and create internal systems that work to contact leads with the goal of turning those leads into customers who engage in a contractual obligation with your company to deliver goods to them.

Back Office: As an engineer, the first aspect I would look at would be what percentage of the day are your machines operating. In other words, in an eight-hour day, would you hear machines running four hours (50 per cent), six hours (75 per cent), or more? I would measure these numbers without making any changes to your back office operations.

Once this task is complete, you will use these as your baseline numbers. Now we can look at how to improve your “up time�. The first area to look at is set-up times between jobs; how long is the changeover from one job to the next? The shorter your production runs, the more this factor becomes critical. In Canada, we have seen shorter and shorter runs on Embroidery and Printing; I will list some direct changes you may want to think about in several decoration processes that can help improve your production and “up times� in your back office.

Embroidery: Consider standardizing your thread selections. Either across all your machines or from one machine to another. Also, consider using software to download and queue up your next jobs to run, in order to avoid operators having to go find the next design to run. Consider also having your designs show up at your machines with all colours preselected. Another recommendation would be to incorporate real time feedback to the all operators and production staff of all operating conditions, machinery, and production. Also, ensure you have a preventative maintenance program implemented, and make sure your operating staff understands how to use all functions of their machines. Training is absolutely critical and the more you spend on training, the less you’ll spend on down time and correcting mistakes.

Screen Printing: Consider using a screen registration system to align all your screens, for example a Tri-Lock system. This will greatly speed up you set-ups while ensuring better registration and fewer errors. Also, consider using new and modern separation software for art development to ensure consistency and best practices.

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8U h^d PaT eTah V^^S h^d fX[[ QT PQ[T c^ PRcdP[[h [^fTa [PQ^da R^bcb fWX[T bcX[[ _a^SdRX]V cWT bP\T e^[d\T Pb h^d WPeT X] cWT _Pbc Using a fast exposure system will cut exposure prep time from minutes to seconds; you may also want to consider a Direct-toScreen Printer, which will skip the whole Film print process altogether. Incorporating a computerized ink mixing system – which creates exact ink colours quickly – will save time and waste; lastly, you may want to consider your screen washing and reclaiming systems, which are usually an area of great waste in many print shops.

Direct to Garment Printing: Consider using high quality garments which will deliver faster and better results. Using an automated pre-treat process that has a built in cleaning and

washing system will also speed up production and enhance consistency. Use a high quality heat press to cure shirts or - even better - consider a tunnel style dryer to cure your shirts. Consider a bar code system to load your designs automatically to your machines, and implementing an overhead alignment system will make design placement fast and accurate. Use up-to-date, modern art software, and spend the time really understanding how to use it; this will save you many hours of frustration and improve the quality of goods your company produces. Another tip is to set-up a preventative maintenance program that works 100 per cent of the time; this will also save your business time and money.

Wide Format Printing: Learn to use your Art and Rip software, which will increase your production volume and quality. Try also limiting your media selections, and have them ready to mount on machines. Learn to use multiple reference points on your artwork to make sure your cutting remains accurate throughout your process. Another tip would be to learn to stack and nest jobs to maximize media coverage. Use inks systems that don’t need 24 to 48 hours to gas off before you are able to laminate them. Consider using white and clear inks to create art that is finished right off

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the printer and does not need a secondary process. Also, learn to print at the end of the day so you can have your printer running after you leave. Some printers will send you emails when production has been completed. The aforementioned tips are just a few small ideas that can help you improve productivity. Hiring a production engineer can be costly - and he or she may not know your industry or niche all that well - so your return on investment may not be realized. Consider implementing some or all of the changes recommended before outlaying capital on more salaries. The good news is you can learn a lot about many of these improvements discussed in this article - as well as many more - simply by doing your due diligence and attending industry seminars and going to trade shows. Don’t be hesitant to talk your local equipment suppliers about your business’ specific needs and areas of improvement you are looking to explore. If your salesperson does not understand your production questions, then maybe it’s time for a new salesperson. Best of luck!

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Kevin Price has been in the Garment Embellishment business in Canada for 30 years. He is a graduate of University of Waterloo’s Engineering Program (Mechanical, production ) and went on to earn an MBA from Schulich School of Bsuiness at York University in Toronto. He has worked with many of the largest names in the Industry in a consultative role over his 30 year career. He is now the President of RB Digital Inc. Based in Vancouver Canada.

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This means everything from eye contact and other nonverbal cues, to truly listening and not just waiting to talk again. When you actually listen to what your prospect has to say, then you will be able to see if you can have a mutually beneficial relationship and understand enough to recommend useful and viable products. When you listen to your prospect, suddenly you are not taking a “risk� to recommend a completely custom piece; you have confidence in your relationship and recommendations, as well as have built a rapport enough for them to consider your recommendation.

with a blank sheet of paper if you want. Let your creativity fly. Who doesn’t want a completely custom item? It’s a huge selling point for prospects and helps you standout. Which, at the end of the day, is why prospects come to promo product salespeople: for creative and innovative ideas for branded and promotional products. All we ask is to that you have an open mind and have fun – be creative! And that’s why you got into this business, right? Pro Tip: Choose unique products for your portfolio that stand-out and have selling points that make you unique versus your competition.

 5. Be creative

6. Customer Service

How often do you actually get to be creative? We’re not talking about choosing a colour and a little bit of stitching on a bag. We mean you and your customer are given a blank sheet of paper and collaborate together. When was the last time you could be completely creative with a prospect? Want to be abstract and show a bell curve in an award? We can do that. Want to be literal and show a replica of their product – a sausage? Check. Need a custom bronze pig with an apron and a client name on the pocket? We’ve done that too. We can take a few words or a sketch on a napkin and turn it into something memorable and inspiring. That’s what we do for a living. This means you can walk in and have the confidence of selling a completely custom product. You can start a conversation

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This business is best when it is personal, not transactional. Making a connection and building a relationship with your prospect will endear you to them and vice versa. The promo products industry doesn’t need another large, faceless entity that no one knows, but just orders from. To stand out, you want to build relationships and become partners, which is the whole point of sales. So what does that mean? This means having regular phone calls or meetings. This means building a relationship. Once you get their business, keep it. We’re not saying that you have to call on these people every week (which wouldn’t be advisable anyway, since they are busy too). We’re talking about checking in to see how they are, answering their phone calls, and giving them the same incredible service you gave them when you first sold them something. That goes a long way in keeping customers. And guess what, award programs typically last for years, so if you regularly check in, you will most likely get regular award orders until they are ready to change up the design or do more. Always have great customer service so they know where to go if they have questions or if they want more. A mark of a good salesperson is not just all the new business, but also retaining customers. This means you should

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get repeat sales from the relationships you have worked so hard to build.

 7. Look for opportunities If you’ve taken our advice, then you regularly have conversations with your customer and have a deep understanding of their business and company culture. Now, you should be able to easily spot opportunities that are a natural fit or an easy transition for them. Here are some examples: 1. If a company does Sales and Rookie awards, but doesn’t recognize their fantastic customer service department, why don’t they add an award system for that department to show that they care? 2. Does the company want to improve their attendance? Start a perfect attendance recognition program or display. 3. Is this a Veteran-owned or proud company? Consider a Veteran Honour Wall for their lobby. 4. Launching a new product or campaign? Give out commemoratives. 5. If the company is sponsoring a competition then a custom trophy would help with brand recognition and show the company’s individuality.

Being a good salesperson also means understanding the full range of your product lines and being able to recognize opportunities for growth for your clients. Promotional products are a fun industry to be in, but it’s a competitive arena. You have to be unique and memorable. With the impending behemoths of Amazon, Walmart, and other giants getting in or are already in the game of transactional promo products, fully custom products are where the future of this business is going. With these tips, you can be the custom products hero for businesses.

*JW]\ \PM *]\PWZ#

Kristina Hublar is the Marketing Specialist at Bruce Fox, Inc., which means she is the person behind the keyboard for the social media, emails, website, and other marketing efforts. She’s new to Bruce Fox, but is an Indiana native. In her spare time, you’ll find her plotting her next road trip, bobbing along to music while crafting, spending time outside with loved ones, or with her nose in a book.

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Why do people leave their jobs? Study after study shows the main reason employees leave is due to a bad manager. And while you might think of a “bad boss� as one who sexually harasses employees or terrorizes them with a hair-trigger temper, it’s rarely that extreme. Bad (and mediocre) bosses usually have good intentions, however they’re often just poorly trained. But in times like these, they can’t afford to stay that way. Unemployment rates are incredibly low right now. In a tight job market, you must do everything possible to create an environment where employees want to stay. As a business owner, you have a hand in almost every aspect of how your employees perceive their job - from how meaningful the work is to how stressed out they are to how supported and appreciated they feel. Being a good boss requires good training, the right tools, and lots of feedback—and very few managers get these things. In our book, Mind Tools for Managers we make it clear that there’s no “quick fix.� Becoming a great boss requires lots of hard work and a vast and diverse array of skills - which is why our book has 100 of them. These skills, which are arguably the most important a manager or leader can master, were identified in a survey we conducted of more than 15,000 managers and professionals worldwide. The 100 skills are organized into four major domains:

core areas of management (each of which becomes a chapter). We provide practical advice for each of the 100 skills and, where appropriate, direct the reader to the MindTools website for a deeper dive into specific skill-building articles, worksheets, videos, and more. Here are a few tips for what you can do to create the kind of workplace culture that will attract the best and brightest—and just as important, keep them from leaving.

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2. Manage Tasks and Get Things Done 4. General Commercial Awareness. Inside the domains, the skills are further broken down into 18

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In our survey, we found that over 65 per cent of managers think careful listening is one of the most important methods you can use to understand and motivate people. It helps you understand what upsets the people who work for you so you can help clear these things away. It also helps you appreciate what excites and energizes them so you can help them shape their work in this direction. Active listening - where you make a conscious effort to hear not only the words another person is saying but to understand the complete message being sent - helps make employees feel heard and valued. Mind Tool 50-1 Active Listening: Hear What People Are Really Saying offers some helpful tips. http://mnd.tools/50-1 Being a good listener to your employees doesn’t just happen. You have to structure opportunities for this into the day. Mind Tool 50-3: How to Have a Great One-on-One explains how. http://mnd.tools/50-3

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1. Know and Manage Yourself 3. Work With and Manage Other People

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75 ),% .#0 &3 1#." * )*& ,)' # , (. ! ( , .#)(- While you shouldn’t overemphasize the differences between Baby Boomers, Generation X, and Generation Y, neither is it a good idea to ignore them. For instance, if you are a Baby Boomer managing a group of Gen Y employees (a.k.a. Millennials), don’t resist their preference for working virtually or through microblogging sites and try to be more proactive in giving. To learn more about the characteristics of each generation, see Mind Tool 52: How to Thrive in a Multi-Generational Workplace. http://mnd.tools/52

We discovered that almost 55 per cent of survey responders see giving praise as one of the most important ways of getting the best from their people. They also point out that Gallup has identified significant increases in helpfulness, cooperation, punctuality, attendance, and length of service associated with receiving regular praise. Walk around looking for opportunities to give praise. Be specific about what you’re praising and do it in an appropriate way; some people love public praise while others are embarrassed by it. And be sure that praise is honest and proportionate. Insincere praise will weaken trust.

:5 &* * )*& 0 &)* - & T )(Ă› ( 5 People want to feel good about themselves and their abilities, and they want to be successful at work. When you build your employees’ self-confidence, you’ll help them achieve both goals. One good strategy is to create “mastery experiencesâ€? for them. You set small goals for them that allow them to demonstrate to you and themselves that they have mastered a skill—then you can move on to set progressively harder challenges.

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It was a lesson in humility I’ll never forget: decades activity or another customer who’s waiting for your ago, my first real job after graduating university was attention. They’ll finish their call in a hurry. And selling accounting systems door-to-door to businesses. they’ll start treating you less like a servant and more After several days of making little progress, I finally like a professional or advisor who deserves respect. had a manager agree to walk me to his office to hear Who is the Know-it-all? my pitch. Hopefully, as you build a solid reputation for being Following him, I said, “Thanks, I really appreciate your time.� He turns, scowled at me and asked, “Why? dependable and reliable, you’ll increasingly be dealing with your company’s higher value customers who are Is it not worth your time?� He was dead serious too. It occurred to me that I was being too grateful and making larger buying decisions. Then the question often becomes how do you establish too deferential to a potential customer, while downstatus with a know-it-all? We don’t want to get into a compeplaying my expertise and importance. tition of who’s smarter. Instead, consider using an approach How about you and your team members? called, you Is it posbring / I bring. sible that You might they may be say to a busiputting the ness owner customer on for example, too high of a “You’re the pedestal? Or expert on rundo they take ning a constructhe opposite tion company. approach and My focus is treat custommanaging risk.� ers in a con.UXTWaMM[ _PW QV\MZIK\ _Q\P K][\WUMZ[ _ITS I NQVM TQVM WN LQXTWUIKa _PMV Q\ KWUM[ \W [\I\][

In essence, descending the faster you manner? Employees who interact with customers walk a fine show respect for your customer’s expertise, the more receptive they become to yours and you can move forline of diplomacy when it comes to status. As I teach to sales and service teams in my ward in unison towards your desire objective. Becoming a Trusted Advisor seminars, our goal is to position ourselves not as higher or lower status, but rather as equal to the customer. We don’t want cus- 0 `dXRZ fPh c^ [^bT bcPcdb Xb c^ tomers to view us as service providers; we want cus- bcPac cP[ZX]V c^ b^\T^]T fW^ tomers to value us - literally - as trusted advisors.

Xb]zc aTPSh ^a fX[[X]V c^ [XbcT] 1TU^aT PbZX]V Rdbc^\Tab P [^c )(m. 3)/ %()1 1") 'D ^U `dTbcX^]b Xczb X\_^acP]c When you or your team members introduce your- c^ T]bdaT h^d WPeT cWTXa Ud[[ selves to customers, do you use your first name only, PccT]cX^] D]U^acd]PcT[h P[[ or do you share your first and last names? These days most people keep it casual and stick to c^^ R^\\^] PccT\_cb c^ VTc first names only. In terms of status that’s a mistake. PccT]cX^] PRcdP[[h ]TVPcXeT[h Instead, when you offer your first and last name it tells customers, “I am comfortable being held accountable. X\_PRc ^da bcPcdb Here are 3 easy ways to help make that happen:

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If you have a question, you should ask for me, which is why I’m volunteering my full name. I’m someone important enough for you to know.� All that enhanced status comes simply by adding your last name.

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A quick way to lose status is to start talking to someone who isn’t ready and willing to listen. Before asking customers or coworkers a lot of questions, it’s important to ensure you have their full attention. Unfortunately, common attempts to get attention actually hurt our status. Asking someone if they have a minute won’t go over well if it’s obvious that the conversation will take more than 60 seconds. That’s why so much of what I share in my seminars and coaching tools is about being more thoughtful with word choices. Next time you’re about to have a serious conversation with a customer or coworker, begin with a simple, “How’s your time, are we OK?� Since we’re on the topic of attention, frontline staff have repeatedly asked me what to say to customers who talk sideways to you while chatting on their cell phone. My tip: Say to the customer, “I’ll take care of you as soon as you finish your call.� Then move on to another

Bottom Line - That manager decades ago who stopped me cold when I thought I was being polite taught me a valuable business lesson that stuck with me: it’s good to be polite, but make sure that doesn’t come at the cost of being subservient. The good news is changing a few words with customers has two outcomes: 1) Customers actually pay attention. 2) They see you more as someone who has something valuable to offer. Both outcomes will serve you and your business better as you move forward.

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This article is based on the bestselling book, Influence with Ease by Hall of Fame motivational speaker, Jeff Mowatt.

Jeff ’s Influence with EaseŽ column has been syndicated & featured in more than 200 business and online publications. To obtain your own copy of his book, or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com.Jeff heads his own training company and has written and produced 13 self-study coaching tools.

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;5 ,( ")1 .) !#0 !)) %5 Our survey found that more than 66 per cent of respondents believe giving high-quality feedback is the most important thing you can do to develop good people. Yet it’s very easy to give feedback badly. If you do, it can backfire and damage your relationship with the people you are managing. You need to cultivate how to give feedback often - vastly preferable to saving it all for the dreaded “annual review meeting� - and give more positive feedback than negative. With negative feedback, stick to hard facts and don’t generalize. Otherwise you end up trying to justify your subjective views, which the other person may well challenge, leaving them feeling aggrieved and angry. Mind Tool 68-1 Giving Feedback offers more detail. http://mnd.tools/68-1 We highly recommend the Center for Creative Leadership’s Situation-Behavior-Impact (SBI) tool. This approach helps you give powerful, highly specific feedback that is hard to argue with. To learn more about SBI, see Mind Tool 68-2: The Situation-Behavior-Impact Feedback Tool. http://mnd. tools/68-2.

<5 ()1 ")1 .) ').#0 . )( )." ( #( #0# / & ( . ' & 0 &5 We focus heavily on one classic approach, Frederick Herzberg’s Motivation-Hygiene theory, because it offers immediate, practical advice. Herzberg observed the things that make people dissatisfied with their jobs (i.e. ‘hygiene factors’) are not the same things that make them happy with

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them (i.e. ‘motivators’). You first need to find out exactly what is making people unhappy and then you can work on positive motivators like how work is done and how jobs are designed. To learn more, see Mind Tool 51-1: Herzberg’s Motivators and Hygiene Factors. http://mnd.tools/51-1 Further, because so much work is done in teams, it also makes sense to address motivation at that level. If you can get a handle on the common motivators for people on your team, you can structure the way they interact with each other, which in turn will help them get the best out of their work. To learn more, see Mind Tool 74: Team-Specific Motivation. http://mnd.tools/74

=5 (! ! 3)/, '*&)3 -m * --#)( 1#." ., (- ),' .#)( & & ,-"#*5 To get the very best work from someone, you must engage his or her passion and sense of meaning in life. This is what truly keeps people at their jobs. The concept of transformational leadership, first introduced by James MacGregor Burns in his 1978 book, Leadership, defined transformational leadership as a process where “leaders and their followers raise one another to higher levels of morality and motivation.� Bernard M. Bass later developed the concept of transformational leadership further in his 1985 book, Leadership and Performance Beyond Expectations. We recommend following Bass’s four main directives for becoming a transformational leader: lead by example, stimulate people intellectually, help your people grow as individuals, and inspire them with a compelling vision of the future. To learn more on this subject, including insights from Burns and Bass, see Mind Tool 54: Transformational Leadership. http://mnd.tools/54

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>5 ( & *)), * , ),' ( ,#!". 1 35 Don’t let it fester. When you don’t deal with poor performers, it puts a lot of pressure on other team members. This can cause high performers to leave. No wonder our survey found that almost 60 per cent of managers see dealing with poor performance effectively as a highly important management skill. Poor performance has two basic sources: low motivation and low ability. There are many ways to deal with the former, including smart job structuring, support, feedback, and coaching. For ability issues, we recommend the Five R’s of Performance Improvement from David Whetten and Kim Cameron’s book, Developing Management Skills: Resupply, Retrain, Refit, Reassign, Release. To learn more about Whetten and Cameron’s system, see Mind Tool 79: Dealing With Poor Performance. http://mnd. tools/79 The same skills that collectively make a person a great boss also create a deeply engaging culture that nurtures and excites employees. You might even call it an unquittable culture. This is the Holy Grail for any company and not just during times when a talent war is heating up. No company can outperform competitors if its employees just don’t want to be there. *JW]\ \PM *]\PWZ[#

James Manktelow and Julian Birkinshaw are coauthors of Mind Tools for Managers: 100 Ways to Be a Better Boss (Wiley, April 2018, ISBN: 978-1-119- 37447-3).

James Manktelow is founder and CEO of MindTools.com. He has written, edited, and contributed to more than 1,000 articles, more than sixty workbooks, and seven books and e-books on management and leadership, including Manage Your Time and Manage Stress. Julian Birkinshaw is professor of strategy and entrepreneurship, deputy dean for programs, and academic director of the Institute of Innovation and Entrepreneurship at the London Business School. He is the author of fourteen books, including Fast/Forward, Becoming a Better Boss, and Reinventing Management. For more information on their book, please visit www.wiley.com.

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We now sell supplies online! DIGITAL PRINTING SUPPLIES

EMBROIDERY SUPPLIES

HEAT TRANSFER SUPPLIES

Use promo code: RBD15 to get 15% OFF your first online order. Vancouver 1-888-739-1864

Edmonton 1-866-890-9488

Saskatchewan (306) 289-2107

Winnipeg 1-800-665-8958

Toronto 1-800-263-1413

5% OFF all online orders moving forward.

Montrรฉal 1-800-361-0100

Atlantic 1-877-928-3354

ORDER ONLINE

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YOUR EXCLUSIVE AUTHORIZED SERVICE AND SUPPORT PARTNER

DID YOU KNOW?

We stock Tajima embroidery machine parts for almost all machines, no matter how old they are. From PC boards to mechanical parts…. we have you covered.

Vancouver 1-888-739-1864

Edmonton 1-866-890-9488

Saskatchewan (306) 289-2107

Winnipeg 1-800-665-8958

Toronto 1-800-263-1413

Montréal 1-800-361-0100

Atlantic 1-877-928-3354

ORDER ONLINE

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Θ ĂůƐŽ ŽĨĨĞƌƐ Ă ǁŝĚĞ ǀĂƌŝĞƚLJ ŽĨ ŶŽƚŝŽŶƐ ĨŽƌ ĞŵďƌŽŝĚĞƌLJ ƐƵĐŚ ĂƐ ďĂĐŬŝŶŐ͕ <Ăŝ ƐĐŝƐƐŽƌƐ͕ KĚŝĨ ƐƉƌĂLJƐ͕ 'ƌŽnjͲ ĞĐŬĞƌƚ ŶĞĞĚůĞƐ͕ ĂƚĂďŽĨĨ ďŽďďŝŶƐ ĂŶĚ ŵƵĐŚ ŵŽƌĞ͘

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;YfY\aYf 9hhYj]d Afka_`lk2 Fgn]eZ]j *()0 Each month Trendex North America publishes Canadian Apparel Insights. To order your subscription publication, please email info@trendexna.com.

During September 2018 sales of Canadian clothing manufacturing shipments decreased by 10.9% compared to the same month a year ago. During the first nine months of 2018 sales of Canadian clothing manufactured shipments increased by 6.8%.

CANADIAN CLOTHING MANUFACTURING

Canadian apparel exports increased by 11.1% in September 2018 and were up by 14.9% during the first nine months of 2018. Apparel exports to the United States increased by 8.6% in September 2018 and were up 11.9% year to date. Driving the increase in apparel exports to the United States continued to be men’s apparel exports which were up 12.7% in September 2018 and by 11.4% year to date. None of the ten largest destination countries during the first nine months of 2018 for Canadian apparel exports registered a sales decrease. The capacity utilization rate (CUR) of Canadian clothing manufacturers during the second quarter of 2018 decreased by 14.4% from the same quarter a year earlier. During 2017, CUR averaged 71.6%, up from 70.2% in 2016.

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Year to date, apparel exports grew by a strong 44.0% to the Netherlands, while Germany (+8.2%), the U.K. (+13.4%) and China (+154.5%) all continued to gain in importance. It should be noted that year to date apparel exports to Israel decreased 11.2%, while Mexico’s decreased 12.4%.

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