July/August 2017

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IMPRINT CANADA THE MARKETING AND INFORMATION SOURCE FOR IMPRINTABLE PRODUCTS BMDQ'9M?MKL *()/

A Tristan Communications Ltd. Publication

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MHK=DDAF? E9<= =9KQ Customer service expert Jeff Mowatt outlines how your company can boost sales through effective upselling. 1

L@= EQL@ 9:GML ?JGOL@ Professor Edward D. Hess sheds light on the myth that companies must grow or face certain demise. 1

AF<MKLJQ F=OK Get caught up on the latest industry news.

Volume 24, Issue 4

4

KG;A9D E=<A9 K=;MJALQ We outline security steps every business should take to protect corporate social media accounts from malicious attacks. 8

Why everything you think you know about business growth is wrong (and six enlightening truths) 3 1 , 5 --

For decades entrepreneurs have been boldly following what they think they know about business growth. And for decades, they’ve folded under the pressures of improperly managed growth. All growth is good. Bigger is better. All businesses must either “grow or die.� If you’re a small business owner, you might have been nodding along as you read those business mantras, agreeing wholeheartedly with each one. After all, it’s what you’ve always been taught. And in fact, these popular business axioms are routinely lauded 2V[\MIL WN pOZW_ WZ LQM q [UITT J][QVM[[

on Bay Street, at business schools, and by W_VMZ[ [PW]TL JM UWZM UW\Q^I\ML Ja

\PQ[ UW\\W# pQUXZW^M WZ LQM q some of the most well respected business consultants. Few question their validity, but these “truths� are anything but. 0ZW_ WZ -QM KWV\QV]ML WV 9IOM

9 ?MA<= LG KE9JL LJ9N=D Author Jason Womack outlines productivity tips for frequent business travellers. 16

96 )( - .) #!(#Ă› (. & How to up-sell without turning off your customer

O=KL=JF AEHJAFL ;9F9<9 K@GO The latest information on the upcoming 19th Annual Western Imprint Canada Show: Sept. 8 - 9, 2017. 20

?DG:9D =;GFGEA; MH<9L= Key data is highlighted from the International Monetary Fund’s most recent World Economic Outlook report. 26

F=O HJG<M;L KHGLDA?@LK See the latest wearable, advertising specialty, and decorating supplies & equipment offerings from industry suppliers. 26

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If you and your employees aren’t trained on effective ways to upsell, chances are you either offend customers by being too pushy, or leave money on the table that customers would have willingly spent otherwise. Either way, both options are costly. When organizations bring me in to train employees on how to increase revenues from current customers, I often find that not enough attention is paid to upselling. As a primer, “upsellingâ€? refers to when you help a customer decide to buy extra or to “upgradeâ€? final purchase. A car dealer, for example, might inform customers at the time of ordering about upholstery protection and undercoating. A promotional product sales person may suggest branded golf >X[MTTQVO Q[ I ^MZa XZWNQ\IJTM IVL ZMTI\Q^MTa PI[[TM NZMM

tees to go along with the corporate golf tournament order that \W JWW[\ aW]Z M`Q[\QVO KTQMV\[o [XMVL _Q\P aW]Z J][QVM[[ includes a full apparel program. Upsells are usually smaller purchases that the buyer doesn’t have to put a lot of thought into. >X[MTTQVO KWV\QV]ML WV 9IOM

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)1 -' ,. #- ." .D Unless you happen to be on a country’s most wanted list, I firmly believe that people do not wake up inherently seeking to bring grief to others. Yet, seemingly every week I am witness to someone’s hyper-reaction to another individual. Be it in a public area like a bank, a shopping centre, a sporting event - or even in a more solemn environment like a funeral parlour - I have just about seen it all. Road rage without the road. Everyone’s sense of entitlement - for just about every-

That “smart� device has weened us all to think that we are saving time, when all the while it has unknowingly eroded our appreciation of time, our capacity for patience and (saddest of all) our self-awareness in the public environments we frequent.

thing - appears to be spiralling out of control. People can let cell phones ring at high levels and/or talk disrespectfully loud if they are in any kind of lineup because - as you know, that call from a friend asking “what are you up to?� is critical - not nearly so is the importance for common respect of others when in a public environment.

Smartphones have embedded a need for instant gratification that can’t be quelled. There is me and what I want...then there is everyone else!

That customer service representative you called has the audacity to take more than a minute of your time to look up that sku; doesn’t this employee realize how busy you are? Obviously not, so the need to remind them he or she is wasting your time with their delays is paramount.

These are the times...and there never seems to be enough of it for anything. How smart is that?

Whatever happened to quiet time? Respectful time? Patience time? Down time? I think I know where all that time has gone: directly into that hand held Personal Digital Assistant - that magical little device we call a smartphone.

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Industry News

July/August 2017 - Volume 24, Issue 4

#& ( & - - #.- 867< *),. Gildan Activewear (TSX:GIL)(NYSE:GIL) has released its 2016 Corporate, Social and Environmental Responsibility Report (CSR), in which the company demonstrated good progress in 2016 towards its 2020 environmental goals which call for a 10per cent reduction in energy, water, Green House Gas (GHG) emissions and landfill waste intensity, per kg of product, from owned operations, when compared to the 2015 baseline year. In 2016, Gildan’s efficiency initiatives resulted in a reduction of its energy intensity by 10 per cent and water intensity by 5 per cent. Gildan also increased its industrial and domestic recycling programs globally to now recycle or repurpose 86 per cent of total waste. Additionally, the Company powered 32 per cent of its energy needs by renewable resources.

“Providing good working conditions for our employees, improving the communities where we operate and pursuing continuous improvements to reduce our impacts on future generations is at the foundation of our commitment,� said Glenn Chamandy, President and CEO, Gildan. “Our continued investments in our vertical integration are at the foundation of our business strategy and the key to our ability to positively influence every part of the overall production process including all activities across our four CSR pillars: People, Environment, Community and Product,� he added. To read the full report, visit www.gildancorp.com/ press-releases

Ă E ))-.- )''#.' (. .) -/-. #( & /-#( -- *, .# - American & Efird (A&E), has announced it has joined the Zero Discharge of Hazardous Chemicals (ZDHC) Programme. As a sustainability leader in the  textile industry, A&E is proud to join over 20 leading brands working together to drive industry-wide change in responsible chemicals management. â€œBeing a part of the ZDHC Programme provides us the opportunity to share our knowledge and insights, partner and collaborate on issues with others in our industry, and improve our knowledge on sustainability, environmental, and chemical management issues.â€? said Jimmy Summers, A&E Vice President Environmental, Health and Safety/Sustainability. “We believe it is very important to be actively involved in driving positive

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change throughout the industry. It’s simply the right thing to do,â€? he added. Last month, A&E released its annual corporate sustainability report highlighting continued improvements, specifically in global water use reduction and ZeroWaste-to-Landfill efforts. A&E supports the Programme’s vision of widespread implementation of sustainable chemistry and best practices in the textile and footwear industries to protect consumers, workers and the environment. Learn more about A&E’s Sustainability efforts at www. amefird.com/sustainability. To learn more about the ZDHC Programme, visit http://www.roadmaptozero.com.

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PUBLISHER

Tony Muccilli : tony@imprintcanada.com

PRODUCTION MANAGEMENT

Adriano Aldini : news@imprintcanada.com

CONTRIBUTORS

Jeff Mowatt, Adriano Aldini, Edward D. Hess, Jason Womack

MARKETING COORDINATOR

OFFICE ADMINISTRATOR Maria Natale : shows@imprintcanada.com

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

ADVERTISING SALES

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

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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The bonus is they can be extremely profitable for the salesperson and for your organization.

"3 /*T- &&#(! #- -) *,)Ă› . & Consider this example: A customer buys a car with monthly payments of $395. With that size of investment, there’s very little resistance to adding $2 to the monthly payments for upholstery protection. However, that additional sale is significant - while over 48 months the sale adds up to a $98 sale - it typically comes with huge profit margins. Some would argue that a $98 sale on a $25,000 vehicle is only a minimal increase in the overall sale, so why bother wasting your time? The counter point to that argument is that if it only takes 30 seconds to make that extra $98 sale, then you’re making more money for the company than with any other activity you do.  If your salary is $20 per hour then doing the math: the 30 seconds you take to upsell costs the company about 17 cents. If it only costs the company 17 cents to make $98, that’s a huge return on investment. The fact that it’s attached to a $25,000 sale is completely irrelevant. So, upselling - when executed properly - can be one of the highest and best uses of your time.

*- &&#(! -")/& -3 The best part of upselling is that it’s practically effortless.  Since it’s done after the customer has decided to go ahead with a major purchase, the hard part of the sales conversation is already over.  You’ve already established rapport, identified needs, summarized, presented benefits, asked for the order and handled objections.  Upselling is just presenting additional information in a “by-the-way� assumptive manner.

The 3 biggest mistakes in upselling:

customer will naturally want the feature or add-on you are upselling. Begin the upsell with a brief benefit, then if possible, add something unique about what you’re offering. To avoid sounding pushy, particularly if the upsell requires some elaboration, ask for the customer’s permission to describe it. Here’s an example of the wrong way to upsell: Imagine dining at a restaurant where you’ve just finished a nice, big meal. The server asks, “Would you care for dessert?â€? If you say “Yesâ€?, you may feel as though you are giving the impression of overindulging.  So many customers simply refuse out of politeness, and this results in no upscale. Instead, a savvy server doesn’t ask if the customer wants dessert, rather he or she assumes that when people go out for a meal they are treating themselves, so of course they’ll want to treat themselves to dessert.  In this case, the server pulls up the dessert tray and says, “To complete your meal with a little something sweet, (that’s the benefit), I brought the dessert tray over for you to have a look. Would you like to hear about the most popular ones?â€? (asks permission to proceed). When the customer agrees to hear about the desserts, the server doesn’t just list them by name; he or she describes their benefits. So rather than saying, “We have a chocolate mousse.â€? Instead the server would say something like, “If you like chocolate, then you’ll love this. We’ve got a delectable chocolate mousse that melts in your mouth and makes you wonder what the ordinary people are doing today.â€?

• Focus on customer needs-not yours:  Don’t try to sell the customer something you wouldn’t buy if you were in their shoes. It is totally irrelevant whether or not this purchase suits your needs; what is relevant is whether it suits the customers’. That perspective empowers you to upsell effectively and with integrity.

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• Group related products:  It’s a good idea to group similar add-ons and offer them as an upsell at a package price. If someone is getting a haircut and you talk to them about shampoo, it only makes sense to show them a package deal that groups conditioner and shampoo at a package price. Think carefully about how you can use these upselling strategies in your day-to-day business transactions.

)..)' &#( Every business owner should realistically look at whether or not employees could improve the way they in which he or she approaches upselling. For most businesses, a little professional training can make a world of difference. Think carefully about how you can use these upselling strategies in your day-to-day business transactions and you’ll be well on you way to bigger sales!

• Give a hands-on demonstration: One of the most

1. Â No attempt is made to upsell. 2. Â The salesperson comes across as being pushy. 3. Â The upselling is made in an unconvincing manner so the customer generally refuses.

.#0 /*T- &&#(! -., . !# • Assumption is the key: You’ve got to assume that the

effective upselling techniques is getting the customer to use the product in your location. A hairdresser, for example, might put hair gel in the customer’s hand and show them how to apply it themselves.  By showing the client how to get the salon look at home, they create a value-added upsell proposition.

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Jeff Mowatt is a customer service strategist, Hall of Fame speaker. He’s the author of the best-selling business books: Becoming a Service Icon in 90 Minutes a Month and Influence with Ease. Jeff heads his own training company and has written and produced 13 self-study coaching tools. His Influence with EaseŽ column has been syndicated & featured in over 200 business and on-line publications. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com.

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Social media accounts are popular target for hack- )/, --1), ers because it’s such a critical part of most businesses Safety and protection starts right here as a strong these days. As a result of this fact, safety and securpassword is the first step in good social media security are among some of the biggest concerns for busiity. Your company’s social media account passwords nesses today. are what stand between you and unscrupulous hackIt goes without saying that it’s extremely importers. Think about it: if a secure password is essential for ant to keep your enterprise accounts safe. Imagine if your personal bank account, imagine how important someone gained access to your accounts? It would be it’ll be when it comes to safeguarding the reputation of devastating and it could potentially have severe negayour business. tive effects on your business. The threat of embarThere are some agreed-upon password practices rassment and backlash is enough to make any manthat you ought to put into practice. Each password ager or business owner nervous about what can go should be a meaningless combination of alphanumwrong at any moment. eric and special characters. For example, when creHacked social media accounts can be inconvenient ating a Google account, the company recommends and annoying for anyone, but for a business it can be you use a mix of letters, numbers and symbols. Also, devastating and ruin your brand’s credibility. passwords should not be duplicated, particularly with Earlier this year in March, hackers managed to access such important accounts. This means you need more McDonald’s Twitter account and send out a derogatory than just one password post aimed at President to access your accounts. Trump. At 9:16 a.m. Furthermore, you ET, a tweet from need to change pass@ Mc D o n a l d s C o r p words on a continual blasted Trump as a basis (this is especial“disgusting excuse of a ly critical if someone President� and added on your team had the “also you have tiny password and leaves hands.� The post was the organization). pinned on the account’s While it sounds like feed for approxia lot of work, it pales mately 30 minutes in comparison to the before it was deleted. amount of clean up you McDonald’s - being a will need to do if you’ve well-established, multibeen hacked. national brand, was Password manager able to quickly regain 1IKSML [WKQIT UMLQI

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LastPass, Dashlane and and minimize damage. others, make it easier to Could your business do protect your passwords, and store them in an encrypted the same? vault and sync them across your various devices and Even Mark Zuckerberg, founder of Facebook, was browsers. hacked. His Twitter, Instagram and Pinterest accounts LastPass takes the hassle out of continuously logwere compromised and his password was later revealed ging in, while simultaneously ensuring online security to be “Dadada.â€? This just goes to show you that the even of your accounts. It also provides a random password the most tech savvy people don’t take their password generator that helps you create strong, secure passwords strength too seriously. Most people just think, “It will when signing up for access to new sites. Most of these never happen to me.â€? services offer a business plan that lets you control who Why would anyone want to hack your accounts, has access to specific accounts. you may be asking? Hackers attack business accounts There are also online tools to help boost and rate for many reasons, such as: sending out compromised your password strength. links to your followers; attempting to phish personal information from your customers; trying to steal 1)T .), Ă /." (.# .#)( your account and changing the handle in order to Another step to which helps protect your business take your hard earned followers. accounts is two-factor authentication. Assuming your accounts are safe from hackers Two-factor authentication confirms a user’s identity because your company isn’t a global behemoth, or by utilizing a combination of two different componthinking that you’re not a target because your busients, typically the account password and a confirmaness is “just a small fish in a big pondâ€? is both dangertion code, which is sent to the user via text message or ous and erroneous. email. What this means is you need more than just a Simply put, we are all targets; the sooner you accept password to access an account. that, the sooner you can implement protection measAlso, if you have several people monitoring your ures to help keep all of your corporate and personal social channels, there are steps you can use to help accounts safer. simplify the process. You could also use third-party So what can you do to keep your accounts safe? apps such as Hootsuite or Sprout Social, which allow Here are several factors to consider to help keep you to easily manage access rights for individuals. your company’s social media accounts secure: <MK]ZQ\a KWV\QV]ML WV XIOM

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It’s worth the extra hassle to ensure that your accounts stay safe and there are simple guides posted online which outline how to enable two-factor authentication.

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( ! 1") " - à -Speaking of managing access, it’s critical to carefully select which staff members will have access to your social media accounts. The more people who have access to your company’s social accounts, the greater the chance those accounts may be compromised. Employees are often the weakest link when it comes to social media security. Rather than granting access to all staff and trying to monitor it, consider making it a full time role in your company by appointing a social media manager. Larger businesses have adopted this practice and realized it’s well worth the cost to

have a full time staffer update accounts regularly while monitoring the brand’s presence online and identifying any problems. Furthermore, using third-party management tools like Hootsuite or SproutSocial, you can grant your employees access to your social accounts without disclosing sensitive account information to them. This will allow your staff access to social accounts without having password access. Always keep a log of exactly who has access to which accounts and ensure it is audited and updated regularly. When using third-party applications, it’s important to be selective. These applications obviously require access ÂŽ to your account, so you can’t be complacent once these tools are set up. Ensure you are only authorizing legitimate applications to gain access and read the details of what exactly you are authorizing the particular thirdparty application to gain access to. Some applications will only need minimum permissions, such as the ability to read and post content, so always read the fine print before granting access. It’s a good idea to login to all of your social media accounts and see what applications you are currently allowing to access your profiles. It’s important to regularly audit which apps have access to your accounts. If you no longer use a certain app or don’t recognize its name, revoke access, to help keep your account secure. It’s also essential that you learn about and use the privacy and security settings on the social networks your business is using. Whenever you post something on Facebook, for example, your default posting permissions are used. You can ultimately select who views your posts, and it’s essential - for security if not for anything else - that you customize your default settings in the Privacy Settings menu. As a business, there are also posts you would prefer you weren’t tagged in. With Facebook’s Timeline Review and Tag Review options, you can decide if you want a post to be published prior to it showing up on your timeline. Be sure to check your privacy settings on the social networks your business has profiles on. These settings help you securely manage your online experience, and control who sees what you post from your account.

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(-. && /,#.3 à **- ( à (.#0#,/- ) .1 , Another important factor in the protection of your social accounts and your online presence is knowing how to identify threats, especially through links in emails, tweets, posts and online advertising, as these are often the way cybercriminals access and ultimately compromise devices. If something looks suspicious to you, even if you know the source, the safest option is simply to delete it. One way to protect your businesses’ social accounts is to install an intrusion detection system on your mobile devices which will detect suspicious activity and unauthorized access. LogDog is an Online Identity Theft Protection App which checks for suspicious activity and unauthorized access to your online accounts and sends an alert to your phone so you can take back control of compromised accounts. KWV\QV]ML WV XIOM

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At best those beliefs are half-truths and at worst they’re So, if everything you think you know about growth pure fiction. Growth can be good and growth can be is wrong, then what is right? Below are six truths that bad; bigger can be good but bigger can also be bad. I’ve learned about growth: “Grow or die� is a belief that has no basis in scientific research or in business reality. When not approached care- 75 ,)1." #- " (! g ( " (! fully, growth can destroy value as it outstrips a company’s #-(m. -3h managerial capacity, processes, quality, and financial conThere are limits to an individual’s and/or an organtrols, or substantially dilutes customer value propositions. ization’s ability to process change. Growth requires the In my book, Grow to Greatness: Smart Growth for entrepreneur to install more processes, procedures, Entrepreneurial Businesses, I carefully explain how such controls, and measurement systems. myths came to define the way growth is approached by The right systems must be put in place and explained entrepreneurs, often to their detriment. to employees. Moreover, the right information needs My book lays out a framework for how to approach to reach the manager regarding variances from probusiness development, and how to manage its risks cesses and controls in order that any mistakes can and pace. It then takes readers through chapters that be quickly remedied rather than escalating into a explore when the time is right to grow - how to prop- larger problem. erly do it - and how to Growth also requires manage the vital realthat the entrepreneur ity that growth requires change what he or she the right leadership, does. Successful and culture, processes, sustainable growth controls, and people. requires the right kind Uniquely, this book of leadership, the right aims to prepare readers environment (culture), for the day-to-day reality and the right processes. of growth, offering up 85 ,)1." #- the real-life experiences of 12 entrepreneurs. 0)&/.#)( ,3 The best way to illusSometimes tough trate the downside of decisions are required

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growth is by looking at ZQOP\ SQVL WN TMILMZ[PQX \PM ZQOP\ MV^QZWVUMV\ K]T\]ZM IVL XZWKM[[M[ if you’re going to keep well-known public comup. Noted in point panies. Between 2005 number one, growth requires the evolution of the and 2007, Starbucks aggressively opened new store entrepreneur and the management team and more locations and made several operational changes that sophisticated processes and controls. Often, if not diluted its customer value proposition, diluted its always, the business model and customer value prophigh employee engagement culture, violated its real osition evolve, too. Furthermore, this evolution is estate site selection controls, and weakened its high continuous, and anticipating and responding to it value-added ‘experience’ business model. can require making some fairly dramatic—and difToyota, as another example faced numerous quality ficult—changes. issues leading to multiple recalls resulted from too much One surprising finding of my research was that comgrowth too quickly. panies frequently had to upgrade their management I have spent much of my career studying how teams as they grew. Often managers who operated growth affects businesses; in a study of 54 high growth effectively at one revenue level of the business were private companies, I learned that several of the sucunable to manage effectively at a much higher revenue cessful entrepreneurs in the study were repeat entrelevel. The jobs simply outgrew their skills. preneurs who had “imploded� their first business The need to upgrade managers to fit the expanding by taking on too much growth too quickly. Growth job demands was gut wrenching for many entrepreoverwhelmed them and they subsequently learned to neurs because the now-ineffective manager often had respect growth’s destructive ability. In their respective a successful history with the business but was now second ventures, these same entrepreneurs paced in over his or her head. growth so that it did not overwhelm their people, This is yet another important factor that you must processes, and controls. be prepared to deal with as you think about growing It’s what I like to call the ‘gas pedal’ approach to your business: are the staff you have in place able to managing growth. Let up on the growth gas pedal as evolve with changing demands? needed to give your people, processes, and controls the opportunity to catch up. 95 ,)1." , +/#, - )(.#(/)/- Instead of “grow or die�, small business owners should be more motivated by this motto: “Improve or die.� & ,(#(! E #'*,)0 ' (. The entrepreneur and employees must be conEvery business must continually improve its customer stantly open to learning, adapting and improving in value proposition better than its competition in order an incremental, flexible, and experimental manner. to stay viable. That’s where real success lies. 0ZW_ WZ -QM KWV\QV]ML WV XIOM

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No matter how big you get or want to get, continuous improvement is required. In my research of high organic growth companies, I found that one factor they all share is a ‘be better’ DNA. Their ‘be better’ focus was the underpinning of every growth initiative - whether it was top-line, bottom-line, or developing new concepts. Continuous improvement is the DNA of growth. Improving your products or services, how you deliver them to your customers, and every customer touch point is necessary to stay in business and to grow your business. The good news is that continuous improvements lead to more loyal customers who can be your best advertising.

The second type of process has the goal of producing reliable, timely data or feedback that will reveal any variances or mistakes. These data-collecting processes are designed to get the key information into the hands of the owner or management in a timely manner.

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By it’s very nature, growth puts stresses on people, processes, as well as on quality and financial controls. Growth can dilute an organization’s culture and customer value proposition and put the business in a different competitive space. Understanding these risks is critical to managing the pace of growth and preventing from overwhelming the business. :5 ,)1." , +/#, - #- #*&#( growth To get a better handle on growth risks, consider how ) /- ( *,#),#.#4 .#)( your strategic space will change as you get bigger. You The entrepreneur must strategically focus the busi- will probably enter a new competitive space, facing ness on a compelling differentiating customer value bigger and better competitors than you previously proposition and achieving daily operational excellence faced. Those new competitors may be better capitaland consistency. ized than you and may be better able to engage in price One CEO I worked with provided the following competition, thereby putting stress on your margins. description for the concept of strategic business focus: I call it ‘what-can-go-wrong’ thinking, and entrepreneurs can’t indulge in too much of it. “Be two inches wide and two miles deep.� The good news is that Every entrepreneur has limited resources you can minimize this and time; to be successand other big risks by ful, businesses must priplanning for growth, oritize their focus. This pacing growth, and priis critical because any oritizing what controls growing business has and processes you need resource constraints, prito put in place prior to marily: limited people, taking on much growth. time, and capital. I am not anti-growth; So it follows that it’s it can be good and it critical for the entrecan be bad. Aggressive, preneur to spend his or untimely, or poorly man+a Q\o[ ^MZa VI\]ZM OZW_\P X]\[ [\ZM[[M[ WV XMWXTM XZWKM[[M[

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her time on the most aged growth can hurt important areas that can a business and even drive success. These priorities, however, may vary destroy value. And, in some cases, too much growth with the type of business or the phase of growth the can lead to business failure. company is currently undergoing. Don’t make growth for growth’s sake your busiTo set priorities, entrepreneurs must have timely ness’s goal. Understand that, if not properly managed, data about their business, communicate the priorities growth can undermine the fundamental strengths to their personnel, and implement processes to ensure of a business. that these priorities are carried out. You need to respect growth and carefully consider the timing and whether you have the right people, ;5 ,)1." #- *,) -- #(. (-#0 processes, and controls in place to manage the growth Growth requires implementing processes. Processes you’re striving for. are like recipes for baking a cake; they include stepWhen you approach growth carefully, you can take by-step instructions for how to complete a task. your business to greater and greater heights. Processes are necessary for: hiring employees and training them; minimizing mistakes; institutionalizing quality standards; delivering products and services on time defect-free, et cetera. Controls are necessary *JW]\ \PM *]\PWZ#

to set boundaries on allowable behavior and also to Edward D. Hess is author of Grow to Greatness: Smart Growth for Entrepreneurial Businesses and The Physics of Business Growth: alert management on deviations from said processes. Mindsets, System, and Processes (Stanford University Press). Processes are the ‘how’ part of doing business. As He is the professor of business administration and Batten Executive-in-Residence at businesses grow, the entrepreneur loses the ability to the Darden Graduate School of Business, University of Virginia. He is the author of be hands-on with all aspects of the business. There more than 10 books, over 60 cases, and over 60 articles. His work has appeared in is simply too much to do. So, the challenge for the over 200 media outlets around the world including CNBC, Fox Business News, Dow entrepreneur is to increase the probability that others Jones Radio, WSJ Radio, MSNBC Radio, NPR, Forbes, Bloomberg, BusinessWeek, CFO magazine, Financial Executive, Journal of Applied Corporate Finance, Big Think, the will do the tasks as required. To accomplish this goal, Washington Post, and Financial Times. the entrepreneur must implement control processes. His book Smart Growth: Building an Enduring Business by Managing There are two basic types of processes; the first the Risks of Growth was named a 2010 Top 25 Business Book for Business type includes directions, instructions and standards Owners by Inc. magazine. for how to do specific tasks (these are like the reci*JW]\ \PM +WWS#

pes) and they include rules or controls for mitigating Grow to Greatness: Smart Growth for Entrepreneurial Businesses financial and quality risks. (www.EDHLTD.com) is available at Amazon.com. Most processes are designed to instruct an employee how to do something or what not to do. IMPRINT CANADA _ -XO\ $XJXVW

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For many business people, traveling for work can be a black hole of frustration, stress, and work that piles up while you’re stuck on a plane. Your plane hasn’t even left its gate, and you already feel defeated by another harried day of travel. You hit every traffic light in the city on the way to the airport, waited in a slow, frustrating line to check yourself in for your flight, and went through the usual hassle (and occasional humiliation) required to get through security. To make matters worse, you’ve just found out that your flight has been delayed for at least another hour - time you’ll spend worrying that you won’t make your meeting and feeling totally useless because you know you have a mountain of work on your plate that isn’t getting done. Forced downtime is the bane of the road warrior’s existence, because it usually means you’re behind on your constantly expanding to-do list. When you travel smart however, you can continue to make huge strides with whatever you want to accomplish (even when you’re stuck at an airport gate) - you just have to implement the right tactics. When you spend the whole day just traveling, you have to catch up on emails, reports, phone calls, and other tasks when you reach your destination. Plus knowing you have of these tasks to do can’t help but stress you out all day long. But when you work and travel smart, you’ll be able to make time to explore the city you’re in after checking into the hotel, or to enjoy some relaxing downtime in your hotel. I’m not advocating becoming a productivity nut that is constantly trying to do more. I want to encourage changes to the way you travel so that you can do what you have to do while you’re waiting on that plane to take off or while you’re in your cab on your way to the hotel, so that you can do what you want to do later. If you’d like to increase your productivity the next time you don the armor of a road warrior, these tips will help you save time, cut stress, and accomplish great things while you’re on the road.

Productivity tips: Your travels will be sprinkled with inevitable periods of “bonus time� via flight delays, late clients, or other unexpected agenda disruptions that will be wasted if you aren’t prepared to make the most of them. Always be ready: These three words should become your travel mantra. When you follow them, you can maximize your travel time, delays and anything else that is thrown at you. Whether you’re on a 20-minute cab ride or waiting to board a flight, you can reply to an e-mail, make a phone call, amend a meeting agenda, catch up on reading, make changes to an ongoing project, confirm appointments, and more! The trick is that you have to “always be ready� with what you need to attack those tasks. So make sure you have the materials you need handy. Use pre and post-airport time wisely: If you’ll

be traveling in a cab to and from the airport, keep a list handy of people you need to call and give them a ring while you’re riding. Or use the ride to brainstorm what you’ll be discussing with the client you’ll be meeting with on the trip or to plan out another upcoming meeting. If you’ll be driving, queue up a podcast you’ve been meaning to listen to so that you can cross it off your to-do list after your drive. Organize your travel workspace: Make sure you have a sensible carry-on system that allows you to easily access the things you need, and take time the day before you travel to organize its contents for your upcoming trip. Make sure your bag or briefcase is stocked with extra pens, your brainstorming journal, any magazines or articles you’ve been meaning to read, thank-you notes to write, et cetera. This way, you’ll be ready to work when 15-minute bonus periods come up. Let your contacts know where you are: Don’t keep your travel schedule to yourself! Share with clients and contacts the basics of where you’ll be going and when. You may find out, for example, that a prospective customer is going to be in the same city with you, or that a layover destination matches a client’s home base. When you know these things ahead of time, you may be able to plan an extra meeting or build in some valuable face time with a person you wouldn’t otherwise have seen. Utilize the airport: The airport isn’t just a travel hub—believe it or not, it can also be a valuable meeting space. Often, you can rent conference rooms at various airlines’ clubs. These conference rooms are private, and if it’s convenient for the other party as well, the location can save you time, stress, and hassle! Spend one or more hours sitting next to me on a plane, and I’m bound to meet you. Sometimes it’s a short, ‘Hi there‌heading out or going home?’ But many times, a greeting turns into a longer conversation. Whenever I meet new people, I’m listening for the kinds of things they are interested in, and how I can learn and gain from that conversation. If they recommend a book, a website, or a speaker, I like to follow up with them after I’ve taken some actions. Always be ready with a business card so that when you meet someone new you can use the opportunity to build your professional network. Learn something new: The fact is, you can’t focus on work all the time. In fact, taking an occasional break will keep you sharper and more productive when you are focused on work. Try keeping a folder of magazine or newspaper articles that you’ve been wanting to read in your carry-on. That way, you can reach for one if you need a work break while on your flight. You could also use break time to queue up a video tutorial for a new software program, or just read a good book. When I’m taking a break from work, I like to catch up on my inspiration - I download TED talks or other educational or informational podcasts.

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It can serve as your own personal mobile security system for your company’s online accounts. These types of applications closely monitor your online accounts, continuously scanning for a variety of unauthorized-access indicators. If a hacker attempts to gain access to any of your accounts, you’ll receive an alert that there is unauthorized access, allowing you to take back control of your accounts as soon as possible. Having antivirus and security software installed on your mobile devices and computers is one of the best defences against viruses, malware and other online threats in the event that you are hacked. There are many antivirus services available to protect your devices from viruses, malware, spyware and unsafe apps. For this to work however, you need to ensure you’re running the latest software updates in order to keep up with current threats. There are also services like Vibbi which allow you to download and backup all of your images and videos on Instagram -- this is especially convenient for brands that spend extra time and money editing custom content.

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media accounts are password-protected and are locked when not in use. • Include protocol that prohibits access to company accounts from personal devices outside the office. • Passwords are never to be passed among employees. • Passwords are to be changed every 60-90 days. • Identify what key company and customer information should be encrypted during each data management steps. • Review how authentication steps are handled for third-party applications • Address log management data (i.e. how to monitor which employees are accessing and how are they using the company’s social media accounts). @PQTM XZW\MK\QVO ITT aW]Z J][QVM[[o [WKQIT UMLQI IKKW]V\[ UIa

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,) / ( à --# & ) # & # )&# 3 E / . )/, '*&)3 - "),)/!"&3 à )/. #. A formal social media policy is important. It should be a succinct document that makes everyone acutely aware of the standards and expectations of your business’ online social practices. From a strictly security measures standpoint, you could establish policies that outline some or all of the following: • Avoid social media platforms’ default privacy and security settings. • All devices used to access the organization’s social

Furthermore, all employees should receive some basic training in social media security. Many enterprises allow their staff to use personal devices to access corporate data, so it is important that your staff knows what to look out for, both on their own accounts and on company pages. If a member of your team has their account hacked, the hacker may well target their place of work first, posting unsavory messages on your company’s social channels. Safety and security, especially for your social media accounts, are among the biggest concerns for businesses today. You need to take steps to prevent your company’s accounts from being compromised. These steps outlined above provide a good outline on steps you can take to better protect your business from an attack. Good luck and stay protected!

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S1: TransferRIP SOFTWARE: LEARN HOW TO IMPROVE YOUR PRINT QUALITY WITH WHITE TONER LASER PRINTERS Presented by Christopher Sigmann, sales rep of FOREVER for North America & Commonwealth Regions Sponsored by Quality Digital Solutions This training seminar will show you how to achieve better, more vibrant and softer results in white toner laser heat transfer printing. It shows you how to overcome the natural weaknesses of the laser printing system. Learn how to rasterize/halftone your images with ease, control the white toner channel and how to avoid white outlines. The session will also teach how to calculate your toner consumption and reduce your printing costs.

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S2: MARKETING ONLINE - A HOLISTIC APPROACH TO ATTRACTING AND ACQUIRING NEW BUSINESS

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S3: POWERFUL PRESENTATION & SPEAKING SKILLS FOR BUSINESS PROFESSIONALS Presented by David West, CAYK Marketing Most people in business or sales are put in a position where they have to speak to a room of people -- the dreaded presentation. Business networking, sales meetings and speaking at your local association meeting are all excellent opportunities to position yourself as an expert‌ unless you deliver a poorly developed talk. During this session you will learn how to present using powerful yet simple skills that will help you put forward a clear message. After this one hour session you will be armed with a series of tips and tricks that you need to master the room.

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S4: DIRECT-TO-GARMENT: THE GOOD, THE BAD AND THE UGLY.

Presented by David West, CAYK Marketing

Presented by Kevin Price, RB Digital

During this session we will explore the concepts of InBound Marketing. The key is attracting visitors to websites and converting them into identified HOT leads for your sales team.

This informative sessions will examine the many positive issues associated with direct-to-garment decoration, but will also delve into the negative issues that can arise. Learn from an industry insider with over 14 years' experience with major brands such as Brother, Epson and Kornit, and having worked with home-based customers and to large scale printers with more than 15 units. Kevin will teach you how to have more of those positive experiences and prevent those not-so-pleasant experiences with this type of decoration.

David will discuss the top pillars of online including a healthy social networking, paid advertising, and search engine optimization. We will then explore the concept of lead nurturing and marketing automation and conversion optimization. David will open your mind to new way of finding the right customers for your business.

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S5: ARE YOU READY FOR THE NEW & SIMPLIFIED PPPC WEB PLATFORM? Presented by PPPC and Mediavore This detailed presentation of the new PPPC Web Platform will focus primarily on the indispensable tools for members' daily activities; optimization of work process via automation and Quick and effective technical support. For Distributors: this new platform will make every tasks easier and more efficient: Centralize all information in a fast and easy-to-use platform, while improving the performance of product research (speed and relevance). Simplify the product catalogue production process and automate order management operation to save time and money, plus so much more. For Suppliers: this new platform will make it easier for distributors and their clients to find your products and better visibility equals more sales! Plus learn more about inventory management and more, along with other exciting feature, in this information-packed session.

FEATURE PRESENTER: David A. West is that rare breed of speaker who comes from a technical background, but doesn’t sound like it. In fact, he prides himself on adding a healthy dose of humour and entertainment to every keynote, breakout, and training series he gives. As he tells it, there is a lot for business owners and managers to learn, but that doesn’t mean you have to “speak geek� to teach them. The Western Imprint Canada Show has been fortunate to have David presenting his fun and informative sessions since 2013. We are thrilled to bring him back, meeting the popular demand of his loyal session participants. Some of David's other clients include the Alberta Government, Think Local, Professional Home Builders Institute, and the Calgary Board of Education Staff Association.

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DAYS INN CALGARY SOUTH

119 – 12th Avenue S.W., Calgary, AB, T2R 0G8

3828 MacLeod Trail South, Calgary, AB, T2G 2R2

TO BOOK: visit www.hotelarts.ca Call (403) 266-4611 or 1-800-661-9378 (CODE: "Western Imprint Canada Show")

TO BOOK: visit www.daysinn-calgarysouth.com or call: (403) 243-5531 or 1-800-361-3422 (CODE “Imprint Canada Show� )

Rates start at $109.00 (Fri-Sun) $189 (Mon-Thurs)

Rates start at: $94.99

BEST WESTERN PLUS CALGARY CENTRE INN 0$!d+""% % (d$+0!(d$! -1 .0!./d+"d0% /

3630 Macleod Trail, AB, T2G 2P9 TO BOOK: call (403) 287-3900 or 1-877-287-3900 (CODE: “Imprint Canada� )

Rate starts at $135.00 Includes Complimentary Breakfast th

Deadline: August 21 , 2017

Deadline: August 7th, 2017

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Deadline: August 18 , 2017

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Air Canada is pleased to offer special rates to delegates attending the 2017 Western Imprint Canada Show. Travel period is August 30 - September 16, 2017

WestJet is pleased to offer 10% off the base fare* for travel between Calgary and anywhere WestJet flies in North America.

Please book your Air Canada flight by visiting AirCanada.com and enter Promotion Code C239MUAK1 in the search panel. Discounts do not apply to TANGO packages nor Executive Class.

To take advantage of this offer, you’ll need the discount code listed above. For details on how to complete a booking with these discount codes, please visit westjet.com/convention-discount.

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PRESENTS

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PromoQuest End-Buyer Hours presented by Imprint Canada in conjunction with the Promotional Product Professionals of Canada (PPPC)

The 19th Annual Western Imprint Canada Show is the exclusive event in Calgary this year for the promotional & imprintable products industry!

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The important thing is to use what time you can expanding your knowledge, motivation, and inspiration. You can even pass on things you believe might interest a client or colleague—it’s a great way to connect.

Tips for the Anti-Packrat Luggage is a necessary evil for most road warriors. After all, nobody really likes packing, lugging around a suitcase, and living out of one. Luckily, there are simple tactics to prevent needless luggage-related stress. Become a packing minimalist: How much time do you spend packing and unpacking before and after each trip? And when was the last time you really evaluated the contents of your suitcase? If you’re like many frequent travelers, you probably tend to prepare for a trip on autopilot, and you include items that you never use or wear. Before your next trip, examine what you pack and eliminate anything that isn’t necessary. It may sound overly simplistic, but you’ll be surprised by how much easier it is to find what you need when you’re on the road. Plus, the next time you have to pack, the task will go a lot more quickly. Invest in important duplicates: All road warriors have experienced the sinking feeling that hits the moment you realize you’ve forgotten your phone charger, or even your hairbrush. Investing in a duplicate set of power chargers for your phone, laptop, and other tech devices, as well as a duplicate set of toiletries (toothbrush, toothpaste, razor, grooming products) will save time and make your life less stressful. Charge it‌all: Create a checklist of “powerâ€? items with which you travel and get into the habit of reviewing that list the night before each trip in order to make sure each device is charged. Pack your workout gear: Taking advantage of your hotel’s gym, even if it’s only for 20 minutes, can relieve travel stress, keep you energized, and help with jet lag. Always carry a set of workout clothes in case you get a chance to use them, and lay them out when you arrive at your hotel room so that you won’t have to dig through your luggage first thing in the morning. Be medically prepared: Always travel with a first aid kit. Having to stop what you’re doing to find a pharmacy can be time-consuming and expensive.

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Tips for Smooth Traveling A successful trip is not defined only by being as productive as possible; it’s also about staying healthy mentally so that you can actually enjoy what you’re doing. Get organized: Make sure all travel itinerary info is entered into your cell phone. Don’t underestimate the value of having easy access to confirmation numbers for your hotel, rental car, flight, et cetera, as well as phone numbers for each of those agencies. Take a (great) seat: If you’ve ever watched The Amazing Race, you know that contestants on the show are always jockeying for seats at the front of the plane so they can be the first ones off when it lands. While you might not need to be as strategic with your seating as those racers, keep in mind that the aisle seat does have its advantages.

3^]zc d]STaTbcX\PcT cWT eP[dT ^U WPeX]V TPbh PRRTbb c^ R^]UXa\PcX^] ]d\QTab U^a h^da W^cT[ aT]cP[ RPa U[XVWc Pb fT[[ Pb SXaTRc R^]cPRc ]d\QTab U^a TPRW ^U cW^bT PVT]RXTb Become a preferred customer: Having preferred customer status with car rental companies, airlines, hotels, and other key travel vendors can be a big help if you go on more than a handful of business trips a year. For example, if you’re a preferred customer with an airline, you’ll get to board the plane early. Early boarding privileges in particular pay off every time, because they ensure you’ll have overhead bin space for your carry-on. These days, people avoid baggage charges by bringing larger carry-ons, so the overhead bins often aren’t large enough to accommodate everyone. No pressed-for-time traveller wants to have a bag gate-checked and then stand in line waiting for it after the plane lands. Always carry cash: Cash used to be king. You never know when a problem with your bank or credit card company will cause a card to be denied. Always travel with cash so that you won’t be left stranded without a way to pay a cab driver or without money for lunch. Carefully plan where you’ll stay: Even if it’s tempting, try to avoid touristy hotels or those in very busy areas. Often, the hassle of a busy lobby, overcrowded parking deck, and perpetual traffic just isn’t worth it. Map It: Know in advance how you’re going to get from place to place. Getting lost can be a huge time waster once you actually arrive at your destination. Plus, it can make you feel anxious, frustrated, or downright panicked! Prior to leaving for your trip, plan your routes and how you’ll travel. Are your meeting locations within walking distance of your hotel? If so, what’s the quickest route? If not, is it best to take a cab, or should you consider some other form of transportation? If you already know you’ll be driving yourself, make sure your rental comes with GPS or be sure to have your own device ready with a map or written directions as a back-up. Get to know people where you travel: If you frequently travel to the same locations, try to get to know the locals while you’re there. They’ll often be able to tell you the best places (restaurants, entertainment venues, et cetera.) to go that might be off the beaten path. They can also recommend better routes to use while traveling or put you in contact with other locals whom you might benefit from meeting. Not to mention, it’s always nice to have a friendly face to see wherever you go! Master your tech: Far too many of us today have the latest gadgets, but with little idea how to use them as productively as possible. Learn about the features of your smartphone, laptop, and tablet, and make sure you’re using them to their full advantage. The apps and software available can save you tons of time in how you use your travel time. As you incorporate these strategies into your travel routine and they become second nature, you’ll find a work flow that allows you to feel accomplished even when you’ve spent most of your day on an airplane. More importantly, you’ll find that you have more time and energy (and mental peace!) to devote to your meetings, tasks, and exploring the places you’re visiting. *JW]\ \PM *]\PWZ#

Jason W. Womack, MEd, MA, provides practical methods to maximize tools, systems, and processes to achieve quality work/life balance. He has worked with leaders and executives for over 16 years in the business and education sectors. Author of Your Best Just Got Better: Work Smarter, Think Bigger, Make More, Womack shows that working longer hours doesn’t make up for a flawed approach to productivity and performance. Entrepreneurs need to clarify their habits, build mindset-based strategies, and be proactive. Womack’s signature workplace performance techniques offer specific strategies to consistently and incrementally improve performance. For more information, visit www.womackcompany.com.

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BigKTradeshowAdMay2017FINAL3_Layout 1 17-05-19 1:56 PM Page 1

Exceptional Value Safety Solutions by Big K Clothing • 300+ Safety Products • 25 Product Catagories • Safety Clothing Manufacturing and Wholesale Distribution

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An Industry Partner Since 1971

www.BigKClothing.ca

I N D U S T R Y S TA N D A R D P R O D U C T S • Q U A L I T Y & D U R A B I L I T Y T E S T E D • I N N O VAT I V E F E AT U R E S • P R O F E S S I O N A L LY E N D O R S E D

r Lamb Leathe 97 men’s L004 98 ladies L004

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like no other

apparel supplier in the industry Insulated Softshell men’s L03170 ladies L03171 youth L3170Y

A tradition for service, quality and value since 1954 Pullover Hoody men’s L00687 ladies L00688 youth L0687Y

Leading importer of in-stock and custom quality garments Canadian Made and Custom manufacturer In-house design and creative services Full service in-house decoration

Earn...

Lightweigth Jacket 0 men’s L00927 1 ladies L00927

Quilted Down men’s L00970 ladies L00971

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