MFP Copier Blog
Is The Imaging Channel's Whitewashing Threatening Its Innovation?
Well, The Imaging Channel is used to the Whitewashing in explaining how great things are even when common sense disagrees. The channel's ability to whitewash is unprecedented. However, unfortunately, now it's affecting the channel's aptitude to reacting to severe threats and holding back its innovation. Some unfortunately even believe that everything is all right, as the whitewash paints over the market's realities.
So, I thought it would be valuable to highlight some severe current threats in the way they would be presented to make us feel good, instead of making us react toward improvement. This example is satirical in nature, but, I hope it hits home to some, and motivates the channel to realize how dangerous to innovation whitewashing really is.
Here are five threats whitewashed to hide realities
The Threat- Declining Print Volumes and Revenues
The Whitewash; Let's all agree that declining revenues and declining print volumes are no concern. Millennials love to write on paper, and baby boomers love taking notes on paper. The paperless society is decades away. Oh, and if we get blindsided the channel has great smart people who can reduce profits and lay off workers like any other disrupted industry.
The Threat-Lack of Significant Diversification
The Whitewash; The channel has diversified by at least 5%, and hardly anyone has over 20% of its revenues coming from non-print-related deliverables. This lack of diversification proves the channel is still excited about the future of print and its services business. After-all nearly ever manufacture is doubling down on Production Print in its efforts to save the industry, Big machines mean Big Opportunities????????
The Threat- Staples DEX Imaging merger, the ignored change in infrastructure.
The Whitewash; Staples and DEX Imaging coming together is absolutely nothing to worry about. The channel can continue to postpone e-commerce capabilities even longer. The channel can allow its customers to have their bad on-line experience from DEX/Staples who more than likely will deliver equipment in an e-commerce system before anyone else. By allowing DEX/Staples to fail first in e-commerce the rest of the channel can avoid unhappy customers. More importantly, Everyone knows that No One will ever buy an A3 Copier/MFP from a Staples store or, on-line. Not to mention selling copiers and printers in retail locations didn't work in the 1990's.
The Threat-Overselling A3, Being Product-Centric
The Whitewash; Overselling A3 to over 80% of the market is fantastic for the dealer's manufacturers, salespeople, top-line revenues, and outdated leasing strategies. After all, why should the channel sell based on Customer – Centricity's? All of its processes are built to deliver A3. Currently, 80% of the customers don't know they are being oversold, and currently dealers are making more money by being product-centric. Selling A4 because 80% of the customers would benefit must come second to the benefits A3 offers the industry.
The Threat-Private Equity Failures Dismissed
The Whitewash; Private Equity roll-ups and growth through acquisitions is proof the industry is stable. When Private Equity fails and forced to sell its assets if another Private Equity buys those assets it proves the market is stable, it has nothing to do with a declining deliverable; Managed Print Services is growing like crazy. After-all Everyone is signing MPS contracts, and soon the print world's entire customer base will have an MPS contract. Even though these contracts will continuously decline in value, we must remember Millennials like to write on paper, and there is always another Private Equity firm ready to buy into the unbelievable growth of MPS, and of course Production Print.
It is Time to End The Madness!!!!!!
OK, I realize some are swearing, and others are saying, Ray, has described five excellent examples of things the channel continues whitewashing. Threats the channel must address.
My friends, the Imaging Channel, must start having serious conversations regarding its reinvention. The Channels leaders must call out the whitewashing and be willing to discuss the market realities. It seems the Imaging Channel has been too fearful of addressing past threats, and now the channel must face those threats head-on.
As an example: look at the recent outcome regarding LMI. Back in August of 2018, why were the tough questions not asked? The realities to the LMI situation would have challenged a first-year business major to question the sanity of anyone investing in that situation. Even today, there are others on the verge of collapse, and those realities are being whitewashed or worse ignored.
This inability to ask hard questions, and have conversations involving constructive criticism is crippling the channel's future. The threats of lawsuits or the threats of cancelling sponsorships are killing needed conversations. Being obsessed in remaining comfortable usually eliminates any uncomfortable accountability.
The channel needs to explore more customer-centric deliverables, and without challenging things you know should be challenged, you will be a culprit in helping outside disruptors take away the once-great relationships of The Imaging Channel.
Those five examples are and should be treated as severe threats to the current circumstances to the channel. The channel's leaders and dealer owners must challenge and debate all that is threatening. It's only through conversations and collaborations, which sometimes are uncomfortable that threats are responded to and even neutralized. Ignoring warnings usually ends as we all just witnessed, and unfortunately will soon see again.
"Without the ability to understand how we can be defeated, we are at the mercy of those who plan and execute our defeat."
I am eager to help my friends look in new places, and explore what could be, based on what should be. Nothing new will ever come when everything old continues fighting for what was, more than they fight for what should be.
"Status Quo is the killer of all that will be invented."
Ray Stasieczko
Join me at my upcoming speaking engagements.
RemaxWorld Summit 2019 in Zhuhai China https://www.rtmworld.com/event...axworld-summit-2019/
BTA West I will be speaking on the A4 revolution and its impacts on the channel https://www.bta.org/page/West19
Send invite if you wish to connect on Linkedin
Sales Professionals Turn Transactional Conversations Into Transformational Experiences, Are You?
"I think for any relationship to be successful, there needs to be loving communication, appreciation, and understanding."
Miranda Kerr
In my opinion, conversations are one of the strongest sales tools you have in order to effectively build meaningful relationships with your clients.
Unfortunately, many in sales believe their customers enjoy working with them because they have the best products and best customer service. Are you freaking kidding me?
The way sales reps open up conversations directly impacts what happens next. It's the direction they take these conversations along with the strategy behind all of it, which determines this... a customer relationship or a client relationship.
You may think I'm full of B.S. but I just have to ask you... With your conversations...
Are you building customers or are you building clients?
Why, because you never know when one conversation will lead to exponential sales growth.
Conversations build relationships, and relationships build businesses.
Now, answer me this...
Are you creating transactional customers or transformational clients?
CREATE THE EXPERIENCE
Are you going the extra mile to create a first class experience for your clients?
How many of you are providing the hot towel and champagne experience with your clients?
In an ever-changing and highly competitive landscape, you must look for smart answers to an extremely urgent question:
How can you protect your client base from erosion as competition intensifies?
It doesn't matter what you sell, as we all know fierce competition exists. Your products are similar, your service is similar and quite frankly what you spew out of your mouth is quite similar.
Here's the deal... Stop imitating and start innovating! When it comes to delivering an outstanding client experience, far too many in sales are content and complacent; delivering HO-HUM experiences!
There's so much talk and chest puffing around the outstanding level of service you'll provide but you ride off into the sunset once you get your commission check? Shame on you!
Where's the white glove transformational experience?
TRANSACTIONAL OR TRANSFORMATIONAL
Are your conversations building transactional customers or transformational clients? If you're scratching your head with this one and you don’t know then I encourage you to ask your customers.
Why? It's the way you treat them that directly impacts their answer.
They smell and tell whether you think of them as relationships or transactions by how you serve them.
Those who lead with the heart seek out authentic conversations and genuine ways to continually serve those that mean the most to them, their clients!
A Servant Mindset Is Rocket Fuel For Sales Growth
Transactional experiences and conversations yield customers. Transformational experiences and conversations yield clients.
TRANSACTIONS OR CONNECTIONS
When you think of your customers as mere transactions and dollar signs then you get what you get... a shallow and meaningless relationship.
I know what some of you may be thinking... "Well, Larry I see nothing wrong with this" and that's OK but I'm here to inform you there's harm with this empty thinking.
Deep conversations with meaning and heart are priceless
What's the likelihood you'll provide the highest level of service with a transactional type mindset? With transactional thinking and behavior please tell me how you can build a deep relationship? This becomes difficult because in order to build a relationship you must care.
I know there are some of you right now saying, "I provide good customer service" but are you providing memorable service and experiences?
Sales professionals turn transactional conversations into transformational experiences, are you?
Sales professionals seek out ways to additional serve their clients by making their lives better. Are you? They just do make a sale and leave. They just don't love them and leave them. Are you?
A TRANSACTIONAL MINDSET
A transactional mindset and set of behaviors are felt by your customers. I guarantee that at some point you'll be replaced by a better transactional conversation. Why do I say this? Because you're just one sales ship within the sea of competitive sameness.
You’ve provided them no reason to remain loyal to you and rightfully so. How likely will your customers use you again if you continue to deliver a transactional type of experience?
Do you want a slew of transactions or a slew of clients?
I sincerely believe you're missing a massive opportunity to become a part of your clients’ lives and find true meaning to your work, by operating with a transactional mindset.
TRANSFORMATIONAL CONVERSATIONS
I believe we do need some transactional type conversations in our daily sales lives, however; there are more opportunities to transition those conversations to transformational.
Quality over quantity! I believe deep and meaningful transformational conversations are more powerful and effective than transactional ones.
Authentic transformation happens outside your comfort zone.
Transformational conversations require you to be open to engaging with another individual without knowing where the conversation will go. There's no hidden agenda or deception.
Sales professionals with a transformational mindset:
- Do not seek out predetermined outcomes
- They ask powerful questions
- They listen deeply
- They acknowledge and are supportive
With transformational type conversations you must open up your heart, share your wisdom, and your purpose. You must be willing to give in order to receive.
Transformational Conversations
+
Transformational Relationships
+
Transformational Experiences
=
Selling From The Heart
IT'S YOUR DECISION
We all have choices in our lives. A transactional mindset along with conversations may work for you and provide you with a sense of sales fulfillment but I will promise you that a transformational mindset and conversations will change the trajectory of your sales career.
What's your sales purpose? What's the meaning behind what you do and why you do it?
Sales transformation may just revive your sales career.
I understand, I get where you all are coming from. Every day, I walk in your shoes. I am fully committed to helping your sales team integrate social aspects and modern strategies into your current sales process to grow new business. I want you to get results. This is why I am passionate about doing this the right way, the genuine way, the authentic way! It's about understanding value before visibility.
Selling From the Heart is making a difference! I poured my heart into every page of this book and I think you're going to love it. You can find it on Amazon in paperback and Kindle. You can click on the book image below and this will take you to Amazon.
You can find more material inside Selling From The Heart.
In a world full of empty suits, I'm passionate about helping sales reps succeed by getting valuable before they get visible. I help sales teams understand the true value they bring to the market.
I appreciate getting the opportunity to share my stories. Integrating the use of social and sharing my story on LinkedIn was my “game-changer” in the highly competitive office technology world. With great pride I transform, challenge, coach and inspire sales teams to grow new business by helping them share their story and how they communicate it out by integrating the use of social inside the sales process. You can follow me on LinkedIn, Twitter and on my podcast by clicking on Selling from the Heart.
Spending Time With Chris Polek at BTA Grand Slam in NYC
Please excuse all of the background noise, we had no idea it was that loud, listen closely and you will hear and excellent message from one of my favorite people in the imaging industry. The only source for toner, toner cartridges, drums, mfp, copier, printer supplies, parts, staples, power protection and more.
Spending Time with Kelly & Arlington at BTA Grand Slam in NYC
Please excuse the poor video quality, I forgot to set the camera to hi-res. I will get better at this!
Want to SEE an actual copier quote get created in under 3 minutes?
Note from Art;
I use this tool almost everyday, it saves incredible amounts of time and can simplify the process for new reps for quoting. In addition many of us senior reps need manage our clients with emails, phone calls, on-site and your time becomes limited. Thus this tool becomes the perfect choice when you need to get a quote/proposal finished in minutes.
As @Ray Stasiezcko would say Jesse is bring the future of quoting to the present Enjoy!
Want to SEE an actual quote get created in under 3 minutes?
Using the Perfect Copier tool is nice because doing quotes can be super fast for you or your reps. We like to say we help spoil your reps. It makes doing quotes easy and fun, rather than something that needs to take all afternoon. We want to help sales reps get their time back to be with clients, on the phone and making more money for your dealership.
Even a brand new rep can do a quote within a couple of minutes and a sales manager doesn't even have to be involved with every individual quote.
Before We Get Too Far Into All This - Here is the Video!
Perfect Copier - Build Dynamic Copier Quotes in Minutes - Watch Video
Now the question normally comes up, yeah, but all of my quotes are for special unicorns. We understand how quotes can start simple, but to get a deal, it may require a little razzle dazzle. Some of the things you can easily do (but not shown in the tool) are as follows:
- Create Onsite Paperwork for the client to sign to get a deal
- Make a rental quote
- Show different lease rates or use different lease sheets
- Use different pricing books (a huge headache for most dealers to maintain) - Government, Standard, Non-Profit, Major Client, etc
- Show different product photos
- Include in lease buyouts
- Include installation, copier removal, or other professional services
- Easily add or take out accessories
- Change pricing of any device or accessory per quote
- Track the quotes so the sales manager can SEE all quotes that are out
- Easily change reps, if necessary
- Can tie into your web strategy
- Customize logos, colors, branding, charts, and videos
The features go on and on. We have made this tool specifically for the Office Equipment dealer. We know it works well and can be customized if specific needs arise. We understand most dealers have a lot of concerns with their systems - keeping E Automate or other systems to run smoothly, and most don't feel they have time for another system. We have really worked hard to make it so a rep can easily get quotes done in under 5 minutes, and we wanted you to be able to SEE how easy it is to make quotes.
When we asked about this particular problem, the response was overwhelming how long quotes take. We wanted to assure the channel, our product can get a custom and accurate copier quote faster than any other tool out there. We would be happy to have you put us to the challenge. Our team helps to input all your data and pricing, so we are not asking for tons of time (some is needed, of course), we are simply asking for you to give this tool a shot. You already make quotes, I am happy to show your team how making the same quote would work on our system. We are open to suggestions and have gotten some of our best new features from the channel.
PERFECT COPIER - www.perfectcopier.com
What is the speed of paper? (Video)
HD Ultra X is the fastest large format scanner series on the market. With a top speed of up to 17.8 ips, you can increase your workflow tempo significantly. You can also switch between three different speed levels directly on the scanner's intuitive operator panel.
Spending Time with Greg Walters and ArcDrive @BTA East GrandSlam NYC 2019 (Video)
I took these videos at BTA East last week. It was my first attempt and I know I need to get better. Some had lighting issues, another was the sound and another was me with not setting the camera at hi res. I apologize for the no9t so good video's. However these for the most part are from P4P Hotel Sponsors.
Listen closely, turn up the volume and I promise new video's will be much better.
Muratec America at BTA East Grand Slam in NYC September 2019
I took these videos at BTA East last week. It was my first attempt and I know I need to get better. Some had lighting issues, another was the sound and another was me with not setting the camera at hi res. I apologize for the no9t so good video's. However these for the most part are from P4P Hotel Sponsors.
Listen closely, turn up the volume and I promise new video's will be much better.
Is the Imaging Channel Becoming a Collection of Debt? Should Investors Change Strategies?
Private Equity backed entities are still on shopping sprees in the Imaging Channel. These buy-up groups don't appear to be slowing down as they continue gathering up independent dealers along with their declining print volumes. We are also seeing some disastrous turnouts in the aftermarket supplies business, the latest collapse LMI, just a year ago for some seemed a well thought out investment.
A lesson for the Imaging Channel and its investors is being taught and let's hope not ignored as we watch the recent outcome involving LMI. A tragedy we could say concludes that Managed Print Services is not the promise many still believe it to be. Something I have been preaching for the last five years.
So, what happened between August 2018 - August 2019?
This recent conclusion to LMI's hopes was indeed not what they or their investors were hoping. What can the industry learn from this failure? To help answer that question here's a few questions, I would ask of investors
What was of interest in an organization which was losing massive amounts of revenue? LMI was said to have had revenues of nearly 120 million at its height just three to four years ago. According to court documents, regarding their receivership, LMI's 2019 revenues were expected to be around 20 million.
What caused this massive 100-million-dollar decline? Surely, the loss of one account Xerox could not have been the only reason for the decrease in revenue. If so, why invest in an organization which was unable to collect a more extensive customer base over the last decade?
LMI was described as an expert in the infrastructure of Managed Print Services, and in 2018 the investors sited the growth potential of Managed Print Services and LMI being the leading provider in the Managed Print Services, infrastructure (tools, resources, and solutions) as factors for their investment.
Here's a link to the press release issued in 2018.
https://www.prnewswire.com/new...tions-300700837.html
These questions may sound harsh. However, I believe their answers should alarm the channel and its investors to the realities of investing in the myths of Managed Print Services. We must have more scrutiny on what appears to be questionable, especially in declining markets.
Managed Print Services is not additional revenue for the industry. It is reclassified existing revenue. I hear a lot of folks describing the glory of Managed Print Services as a reason they invest in this industry. Some are waking up to the Managed Print Service fantasy, and I predict more will wake up soon.
HERE'S MY LOUD WARNING "IT IS TIME FOR ALL OF THE IMAGING CHANNEL'S ACTORS TO BALANCE HOPE WITH THE MARKET'S REALITY"
The facts are print equipment, its supplies, and its service needs are reducing in demand everyday. This decline has repercussions for all with aspirations of growth through acquisitions without a strategy to change the game. Sooner than later, the end buyers of the roll-ups are going to disappear. The question I continue asking is this. Who is the buyer after Private Equity? What's the end game? I have added a new question, will the collapse of LMI, and the struggles of others cause future Private Equity to just say no? I imagine in the remanufacturing sector it might be hard finding Private Equity investment interest now.
The investments in the Imaging Channel should be an investment in change. This doubling down on yesterday is getting very disasters. I don't think the industry's investors want to watch their investments become assets sales.
Let's invest in changing the game.
The investments in the industry must be a strategy to capitalize on the decline, causing a shift to selling based on market realities. Invest in customer-centric deliverables, and challenge the status quo, invest in changing leasing models to subscription models, invest in the 85% of the market which is oversold by outdated sales models, invest in e-commerce platforms, invest in new leadership from outside the channel with different mindsets to help existing leaders navigate through the intersection between the digital and physical worlds.
Dealers must consider what we see in the supply industry as a warning and take the notice seriously. Nothing will challenge the industry's leaders more than competing with an innovator who decided to deliver a customer-centric model built around the realities of the market, not its fantasies. The best people to create that model are the current actors but only with an open mind to new ideas and must include new human capital from the digital world. I hope the industry doesn't allow these lessons to go un-noticed.
In Closing: The Imaging Channel needs more people willing to discuss the realities of our market openly and candidly. The channel's obsession with whitewashing anything negative is adding to their troubles and keeping them from exploring what could be based on what should be.
"Status Quo is the killer of all that will be invented."
Ray Stasieczko
Send Linkedin invite if you wish to connect. Also, I welcome you to subscribe to my YouTube Channel here's the link. https://www.youtube.com/channe...A?view_as=subscriber
Attention Sales Leaders... Are Your Salespeople Enhancing Or Neglecting The Customer Experience, Or Do You Even Know?
“So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”
Kristin Smaby
Take care of your customers or someone else will! How many times have you heard that one? Yet, how many times do we fail at taking care of our customers in the way they want to be taken care of?
How well is your sales team taking care of your customers?
Successful leaders know in order to grow sales you must take care of your customers. You must make a lasting impact on them. I have to ask... what's the impression your team is making on your customers? Would you even know?
Your customers are the lifeblood of your business. Yet far too often, we forget just how important they are until it becomes too late.
You and your team may think you're taking care of your customers, but in reality, are your actions measuring up to your intentions? Right now, at this very moment - would you even have a clue as to how anyone on your team is taking care of your customers?
I'm concerned as to how many leaders are clueless as to how their team is taking care of their customers.
“Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution.”
Rick Tate
Let that quote sink in for a moment, now ask yourself - Are my salespeople enhancing or neglecting the customer experience?
DO YOU HAVE SALES BABYSITTERS?
Are your sales reps growing your competitor's next great customer?
How well can you answer the following...
- Would you truly know if your sales reps are delivering value?
- Would you know if your team is providing your customers what they value more effectively than your competitors?
- Would you know if your team is delivering value that your customers can't find elsewhere?
- Would you know if your team fully appreciates your clients?
With the utmost of honesty, sit down and visualize your sales team as you read out loud:
- Sales reps who flip their base year over year, possibly earlier than needed, are nothing more than overpaid babysitters.
- Sales reps who fail to grow their business and the relationships within them are overpaid babysitters.
- Sales reps who fail to consistently prospect, fail to develop new business relationships, fail to enhance sales opportunities and lead by example are nothing more than overpaid babysitters.
Now, what are you personally doing to help coach your team to enhance the customer experience? If you find this hard to answer then I submit to you right now, you're fostering a babysitting culture.
CUSTOMERS OR CLIENTS
Stop treating your customers as customers.
According to the American Heritage Dictionary, a customer is someone who buys goods or services from a store or business. The word client can also mean customer but it has a separate definition as someone who receives professional services.
In a business context, the two terms are often applied differently based on the types of relationships built. Customers are generally people who come to you mainly to buy products or services you supply. Clients buy your advice and solutions personalized to their particular needs.
Do you and your team personally view your customers as customers or are they viewed as clients? How many inside your team view them as clients but treat them as customers?
Would you even know?
Are Your Salespeople Enhancing Or Neglecting The Customer Experience?
Would you know when a customer becomes a client, or the other way around? When a client becomes a customer this becomes a problem.
Are you building customers or are you building clients?
Think about this one for a moment... How are your sales reps being viewed? Are they viewed as sales reps of products and services or do they enlighten, add value, inform, advise, counsel, nurture and become an advocate on behalf of your clients?
Is it your personal preference to be sold or served? When you’re in the marketplace as a consumer do you seek out professionals whom you can trust or sleaze-balls selling you and then moving on?
Your personal commitment should be to coach your team to build sustainable relationships with your clients who value their professional advice rather than finding customers who make a one-time purchase.
If you and your team fail to keep your clients as such, they could turn into customers
A SERVANT EXPERIENCE
Hug, strengthen, protect and serve your clients. How many of your sales reps are putting a big huge hug around your client base? What are they doing to ensure your clients continue doing business with your company?
Are your clients being well-served and taken care of? The more your sales reps can lead with a servant mindset the better off you'll be in the long run. The aim is for them to be seen as a trusted adviser.
To serve, this sets an entirely different standard and experience. Your clients are human beings and not pieces of equipment. In a personal relationship, the human and heartfelt aspect is of the utmost importance. I'm going to ask you and your team to do the same with your client relationships.
Serving is warm. Servicing is cold. Servicing is a defensive move while to serve is an offensive move.
A servant experience means:
- Understanding your clients' needs at a deep level.
- Identifying and anticipating needs they may not yet have realized.
- Making your clients' job easier.
- Knowing something about the clients’ life and family.
ENHANCE THE EXPERIENCE
Creating an outstanding experience is one of the biggest opportunities your team will have to capture your clients' interest, get them to act and have them continue to do business with you.
Your team must stop operating with the same mindset, delivering the same HO-HUM experiences as you expect different outcomes.
What could you be doing to give your clients the experience they deserve? What can your team be doing to give your clients the experience they deserve? There’s absolutely no excuse for ignoring this fact. I encourage you to start curating client memories. If you're not providing outstanding experiences, then really, what are you doing?
I understand, I get where you all are coming from. Every day, I walk in your shoes. I am fully committed to helping your sales team integrate social aspects and modern strategies into your current sales process to grow new business. I want you to get results. This is why I am passionate about doing this the right way, the genuine way, the authentic way! It's about understanding value before visibility.
Selling From the Heart is making a difference! I poured my heart into every page of this book and I think you're going to love it. You can find it on Amazon in paperback and Kindle. You can click on the book image below and this will take you to Amazon.
You can find more material inside Selling From The Heart.
In a world full of empty suits, I'm passionate about helping sales reps succeed by getting valuable before they get visible. I help sales teams understand the true value they bring to the market.
I appreciate getting the opportunity to share my stories. Integrating the use of social and sharing my story on LinkedIn was my “game-changer” in the highly competitive office technology world. With great pride I transform, challenge, coach and inspire sales teams to grow new business by helping them share their story and how they communicate it out by integrating the use of social inside the sales process. You can follow me on LinkedIn, Twitter and on my podcast by clicking on Selling from the Heart.