Adventures in Office Imaging

White Papers, Logos, SOI and (Hyper)Sigils

2012-02-07T10:17:00.000-08:00

A while back I wrote a post about the similarities between marketing and magick.

While I think that it is still fair to suggest that marketing is not in and of itself a form of magick, one must consider that clearly, marketing may have it's roots in said craft...

As previously noted, it is certainly possible that a corporation is a physical manifestation of what is known as an egregore. If this odd notion happens to be true, then would it not be fair to suggest that logos are actually a from of sigils?

What about white papers? Are they not merely the corporate equivalent of the hypersigil?

Think about it...

What effect do logos from companies such as McDonald's, BP oil, Pepsi and Coca Cola have on you? What do you feel or do when you see said logos?

Is it any surprise that brands like Kool, Gucci, Bentley, Master Card, etc. Use powerful and ancient occult symbols such as the "vesica piscis" and/or the "winged sun disc" in their logos?

Is the process by which the magician uses to project his statement of intent (or SOI) into the sigil really that much different from the marketing professional who pours hours of the same SOI into creating a logo that will become well known and subconsciously digested by the public?

Is the intent of all corporations and their logos really to help their customers? Is their intent to become a constant in your life one of love and service towards you as the consumer and as the customer or is their intent focused on something else?

Money? Control? Power?

Does the food you eat, the car you drive, the music you listen too, the products you buy every day empower and serve you?

Or do they serve another purpose?

These are excellent questions to ask yourself when choosing from whom you purchase your family's food as much as they are when choosing a managed print services provider for your business...

Sometimes we are creatures of habit and we continue to do things the way we have always done, the way our parents have always done, the way we have just assumed things must be done.

By taking a step back and looking at the products and services we consume, we must ask our selves; are these the best choices we can be making for ourselves? For our children? For our family and friends?

Before you buy your next happy meal, your next tank of gas, your next toner cartridge...

Read the labels and consider the source.

Should you find that certain products that you have been purchasing for years are actually sub-par or in some cases even bad for you...

Ask yourself why did I choose these things? Ask yourself what caused me to make these choices?

Why am I buying what they are selling?

Ask yourself...

Who is really in control of my mind?

Fighting Writers Block, Sharing Ideas...

2012-02-02T09:39:00.000-08:00

I am approaching the one month mark since my last blog post...

While I do feel the need to blog at this point, I really don't have a specific post in mind. Thus, I have decided that I would just start writing and perhaps touch upon a couple things on my mind.

Managed Print Services

I have grown tired of talking about this topic. When it comes down to it either you are doing it right or you are doing it wrong. As far as I am concerned, I can say with confidence we are one of the few MPS providers who are doing it right. The president of my company is formulating a post about what separates us from the rest of the managed print services industry and you can bet, it will be one of the last posts on this blog about said topic.

Electronic Document Management

Some say this is future. I would suggest that while it is to be expected as an element of the future, the paperless office is a myth and the emotional attachment to paper will never fully die. Furthermore, while I think that EDM is a great way to reduce printing, develop a better overall BPO plan, improve the overall efficiency of your business and improve the green elements of your organization, one thing I would say is to stay away from the cloud...

Feeding the machine, regardless of whatever humans are "in control" of it, is a horrible idea.

Take that how you will. The writing is on the wall...

I would advise to protect and own your data, information and documents.

My New Book Is Now Available

2012-01-18T14:26:00.001-08:00

I am pretty excited to announce the release of my first book (in e-book format only, for now).

"Music, Mischief And Marketing: A guerrilla's guide for the creative protagonist" is a detailed account of my exploits regarding the wild ride which has been my career in marketing.

Part inspirational, part how to guide; the book highlights my own tales in professional marketing adventures while also providing examples to inspire your own creative marketing endeavors.

The book covers topics which include how to leverage social networks as catalysts for thought leadership, how to correctly approach and work within the blogosphere to develop a community of readers and how to use these "new age" techniques in conjunction with old school marketing know-how to produce a powerful brand awareness and various other returns on investment.

Destroy Your Printer Contest 4

2012-01-03T08:18:00.000-08:00

I am pleased to announce Expert Laser Services Destroy Your Printer Video Contest 4!

The rules and details of the contest are as follows...

We ask that you make a creative, fun and humorous video of you and your cohorts destroying one of the following: Inkjet Printer, Laser Printer, Copier or Fax/MFP. Then upload the video to youtube and send me the url. At the end of the contest we will choose a winner and the winner will get his or her video posted here on the "Adventures in Office Imaging blog" and they will receive two FREE toner cartridges for their office copier, laser printer, or fax/mfp!

This years prize pack will include two free toner cartridges for a working printer in your office, a $100 dollar donation to a charity of your choice, a signed copy of "Return On Influence" and a selection of scented soy candles from Wales Wax Works!

see below for full contest details, rules and regulations!

Rules and Regulations.

Contest starts March 1, 2012.

1. Contest is open to businesses and other organizations in the United States of America, large or small. Contestants may destroy Inkjet Printers, Fax/MFPs, Laser Printers or Copiers.

* We are looking for humorous and creative videos of you destroying your selected piece of office equipment from the above list of machines.

* Have fun but be careful, Expert Laser Services will not be held responsible for any injuries resulting from the making of your videos.

2. To enter the contest, create a video, upload it to youtube and send me the URL via e-mail

nathan.dube@expertlaserservices.com (or twitter @dubiousmonk)

3. Videos will be voted upon and a winner chosen via a public vote here on the blog.

4. The contest ends July 31, 2012.

5. The winning video will be posted here at the Adventures in Office Imaging blog ASAP.

6.Contest winner will receive two free toner cartridges for a working printer in your office, a $100 dollar donation to a charity of your choice, a signed copy of "Return On Influence" and a selection of scented soy candles from Wales Wax Works!

Destroy Your Printer Contest In New Book

2012-01-03T08:09:00.000-08:00

I am pleased to announce that the destroy your printer contest series has been featured as a case study in Mark Schaefer's new book "Return On Influence".

Here is a description of the content within from the book's website.

"Companies like Klout are slicing, dicing, and dissecting the billions of bits of information published on social media sites each day and grading your ability to create buzz. The most powerful of these new “Citizen Influencers” are being rewarded by companies like Audi, Disney, and American Express with trips, merchandise, and luxury cars. Today, anyone can get behind the velvet rope … if you know how!

Return on Influence is your field guide to the new influence marketing!"

I am excited to announce that the prize package for the "Destroy Your Printer Contest 4" will include a signed copy of the book in addition to some other great stuff!

This book is a must have for anyone looking to gain an edge in the world of influence marketing.

Anybody who orders a book during the pre-sale period (at a special price) will also get an exclusive eBook, The Insider's Guide to Klout, after sending proof of purchase to info@ReturnOnInfluence.com.

Managed Print Services, Spiral Out

2011-12-20T06:09:00.000-08:00

The above video is an exposé on how the Fibonacci sequence is present in the composition of the song "lateralus" by the band Tool.

Tool has had a profound effect on me personally, primarily in regards to the music from the album "lateralus".

Much of the lyrical content from this album speaks to the idea of self discovery, embracing the unknown and learning from experiences that reside outside of what is considered common, ordinary or mundane.

These ideas while easy to understand in the context of rock and roll are more complex when considered as guides for behavior in more conservative rolls such as the position of a professional in the corporate world.

While not always easy or acceptable I often try to apply these very ideas to my role as a managed print services professional.

(I like to pride myself on using both rock and roll and said ideas to promote printer repair.)

I wanted to share some of the ideas that I had for my own company that were accepted as well as some ideas which were not accepted as viable options for our brand of MPS in hopes that they provide inspiration to others in the industry. Essentially I am proposing for these ideas to spread laterally or to "spiral out".

Lets take a look at some of the lyrics from the song mentioned above...

"Over thinking, over analyzing,
separates the body from the mind.
Withering my intuition, leaving
opportunities behind."

One reason that we don't see innovation and creativity expand exponentially as a widespread phenomena in all industries all of the time rests within the fact that many businesses and corporations choose to rest on their laurels. That is to say that they choose to use a system of thought that while useful to build and sustain their organization, lacks the dynamic of evolution.

Over thinking and over analyzing leads to shutting the doors on risk and creativity, leading the decision makers to choose an outdated system and re-branding it with a new name to provide themselves with the illusion that they are a forward thinking organization when really they are simply doing the same things they have always done.

This kind of behavior robs the organization of what possibilities and opportunities rest outside of the box which they both sustain and refuse to admit working within the boundaries of...

So what are some ways in which an organization can escape the box and tap into the creative powers that be?

1. Tapping Your Employee Base

In so many business there are untapped resources of brilliance laying dormant in said organization's employees. While most corporations will try to brain storm new ideas with the c-level professionals in their business, it is uncommon to tap the mind of the custodian or perhaps the production crew for ideas in relation to corporate growth, marketing and or sales simply because they don't have the "expertise" necessary to make said decisions.

Tapping into your employee base and asking for feedback on what they think may be good ideas to help grow the company can be an invaluable resource for creative growth. Chances are their is someone in your company who while proficient at the mundane tasks they have be given, have ideas that could send your business into a new level of prosperity.

If your CEO was to ask around and dig into this idea, they may be surprised to find it is the man or woman who has no college education that has the next great idea that your company needs.

I can say this with a certain level of certainty because I have no college degree and built my own career within marketing by asking for it. Due to the fact that the owner and president of my company have not been afraid to take major risks in both creative and "out of the box" ideas, I have had opportunities many folks would love to have but have been denied.

2. Go Further

While I have been able to do some wild stuff here at Expert Laser Services that are ideas no one else in the company would have ever suggested and proved them to be profitable, there are some ideas which have been shot down.

I would like to present my ideas about moving forward in managed print services here but first, let's take a quick look at another set of lyrics from that same song...

"Feed my will to feel this moment, urging me to cross the line.
Reaching out to embrace the random.
Reaching out to embrace whatever may come."

"And following our will and wind,
we may just go where no one's been.
We'll ride the spiral to the end and may just go where no one's been.
Spiral out. Keep going.
Spiral out. Keep going.
Spiral out. Keep going.
Spiral out. Keep going."

Here are my thoughts on what should be "next" in managed print services...

Augmented Reality Analysis

What is augmented reality? Wikipedia has this to say...

"Augmented reality (AR) is a live, direct or indirect, view of a physical, real-world environment whose elements are augmented by computer-generated sensory input such as sound, video, graphics or GPS data. It is related to a more general concept called mediated reality, in which a view of reality is modified (possibly even diminished rather than augmented) by a computer. As a result, the technology functions by enhancing one’s current perception of reality."

I propose that augmented reality applications via smart phones could be used in conjunction with video, panoramic photography and the current USB network scanning technology to supplement the physical walk around of a traditional printer fleet analysis.

My argument includes using this piece of equipment to make a three dimensional map of a managed print services customer's business.

While I do not posses all the technical prowess to synchronize each of these technologies to create the application of which I envision, I know there are people who could make this happen.

My boss, while amused with this idea did not decide to look into making this a reality.

While I understand that the budget needed to make this technology available most likely exceeds what funds we have, I know that if I at least present the idea perhaps there are other people who have the funds and other tools necessary to manifest said application.

Some of you who realize the potential of said vision are probably thinking it foolish to share this idea here with the possibility of another organization capitalizing on the concept.

To which my response would be, "go ahead". While I would love to make some form of profit from this idea I would rather see it come to pass by the hands of another in hopes that managed print services as a whole is benefited as I would hope said benefit would be passed on to the customers.

I contend that these separate technologies could be synchronized with services like PrintFleet to allow a virtual collection of data post physical analysis to streamline and improve the continued data collection process as needed in any true comprehensive managed print services/document output management plan.

So if anyone out there can do this and shares my enthusiasm...

Have at it.

Take A Second To End Huntington's Disease

2011-12-16T05:44:00.000-08:00

Above you will see a picture of a friend of mine. Her name is Faith Degenhardt. I met Faith via her brother Lee who is a close friend, a man who used to do sound for my band Jabooda in the early years of our live performances.

Faith suffers from Huntington's Disease and her ability to speak and walk varies due to the complications from this disease.

Years ago when when the band had just started out I often remember Faith acompanying Lee to our performances. She was always very quiet, a very gentle soul and kind person and at the time there was no inclination she would someday have serious issues with mobility and speaking.

This disease has robbed Faith of simple activities that many of us take for granted. Her ability to go for a walk, play sports, dance and speak is challenged by this disease.

Currently she is bound to a wheel chair much of the time but does have days where can she walk short distances.

I can't imagine how frustrating it must be to deal with this on a daily basis. Not only is this clearly a hard reality to face for a young woman but even speaking about the issue itself is challenge for her on some days due to how the disease makes talking a challenge.

I am telling her story here today because I wish to ask you a simple favor.

Please go to this website and click "vote" by doing so you may very well help to fund the study for a cure to this debilitating disease and provide much needed medication to thousands of people like Faith.

It will literally take you one second and cost you no money.

I thank you for your time in advance.

Good Customer Service Still Exists

2011-11-30T08:27:00.000-08:00

As someone who tries to embody good customer service, I have come to realize a few things...

It is apparent that in this day and age good customer service is a dying breed. That being said, it is also apparent that it is alive and well in some places scattered throughout my travels.

Above you will notice a picture of the Pilot Travel Center located just off of I-84 exit 1 in Sturbridge, Massachusetts.

As a big fan of the "Rockstar 2x" energy drinks, I often find myself here to purchase that very beverage. Energy drinks, food and gas here at Pilot are more expensive than many of the local gas stations I visit from time to time (most likely due to its location).

However I often choose to stop in for my caffeine fix here versus some of the other local gas stations because the customer service here is always very good and often times superior to other local gas stations.

All of the cashiers have been very kind to me and one in particular (Louise Vrabel) always greets me with a "good morning, how are you today?" accompanied by a smile and a compliment on the weather or recent events in addition to offering me savings on my purchase if there happens to be any good deals in relation to them.

This simple kindness and projection of positive energy and interest in customers well-being is something which I find lacking in many peoples approach to customer service these days.

The old saying "I may not remember your name but I will never forget how you make me feel" rings true in regards to all transactions from the gas station purchase to the signing and execution of a major managed print services contract.

This may sound trivial to you but I can assure you, a cashier who makes it a point to smile, take note of their return customers and make their short visit enjoyable is not always present in many similar establishments I have visited.

Another local gas station of whom I will not name has a couple similar employees...

They also have a gentleman who does his job well but simply does not poses a spirit of service towards the clientele. On numerous occasions one of his contemporaries has stopped me to ask if I would like to take advantage of "the buy one get one" deal on my preferred brand of energy drinks while this gentleman never even mentions the possibility.

It is only recently that he has made it a habit of saying "thanks" or "have a nice day" upon my exit, words of which it seems he has to struggle to get out.

While I hold nothing against this gentleman his demeanor is one reason I do at times choose to purchase my morning beverage from the Pilot store instead of the one at which he works. While the higher prices are enough to have me choose otherwise at times, I will often times choose to spend more for same product from a business who projects better customer service and positive energy.

Louise and the other cashiers quality of customer service at Pilot make the extra dollars worth it.

So if your ever in Sturbridge near I-84 stop by the Pilot Travel Center, the customer service alone is worth a visit.

When The Student Is Ready...

2011-11-21T07:17:00.000-08:00

Mark Schaefer and I at "CLINK" Boston, MA.

Here is an excerpt from my new book

Music, Mischief And Marketing: A Guerrillas Guide For The Creative Protagonist

From chapter 9:
When The Student Is Ready, The Teacher Will Appear

"The title of this chapter is an old Buddhist proverb that speaks volumes about my own experiences in Marketing. When I started out in my position as Expert Laser Services “Chief Social Media Marketing Engineer” (as I have been dubbed by management) I had no credentials, no budget and a mere six months to show some ROI.

What on earth was I to do?

Not only was thinking outside of the box my only option, it was the only thing that made sense at that point in time. As an autodidact, I leapt headlong into educating myself about social media, B2B Marketing, the state of our industry and how to combine and utilize knowledge from each of those resources.

In addition to studying marketing and mps industry blogs I worked hard at developing my own perspective, a unique voice within an industry that already had its fair share of experts spread over the blogosphere.

Being true to your self is key in a position such as this. Listening to my own intuition and trying to think as a consumer within my market space, I created content that I would want to see coming from a vendor such as my own company.

With the internet still pulsing with free knowledge I simply soaked up everything I could from all other marketing experts and industry pundits that I could while simultaneously presenting my own variants of opinions and information via the company blog, Facebook page, LinkedIn page and Twitter account.

To be an “expert” you simply have to be at least two steps ahead of those who view you as a thought leader and always learning more, day in and day out.

While using this same process in becoming a thought leader in my own industry, I formulated the first installment of the “Destroy Your Printer Contest”.

On October 19^th of 2009 I (the student) had apparently become ready for exposure on Mark Scheafer’s (the teacher) “Grow” marketing blog. Mark who is a legend in his own right as author of one of the top marketing blogs on the net, Professor of social media at Rutgers University and author of the book “The Tao of Twitter” was the first person to break the story of my now infamous and annual destruction contest.

I truly feel that his post about my work is the seed that has sprouted into a cornucopia of media surrounding my work which includes coverage from countless blogs in both the marketing and MPS industries as well as the New York Times, Recycler Magazine, and multiple books.

Indeed, when the student is ready, the teacher will appear…"

In the picture above you will find both myself and Mark Schaefer striking a pose. In this shot we are sitting in the restaurant "CLINK" which resides in the beautiful Liberty Hotel in Boston Massachusetts. Mark and I finally had the chance to meet here in person after years of communication via the internet and a short phone call a while back.

Meeting Mark in person was more like reconnecting with an old friend than meeting a fellow human being in person for the first time.

Friendly, professional, humble and generous...

In addition to being a master of his craft, Mark is the epitome of the above terms.

If you ever have the chance to meet with Mark, I highly recommend jumping at the opportunity. A conversation with this man will likely result in your own bursts of inspiration. Truly a great person with a great mind, Mark is simply a joy to be around.

The Power Of The Egregore

2011-11-16T06:33:00.000-08:00

First off...

What is an egregore?

Wikipedia has this to say about the subject...

"Egregore (also egregor) is an occult concept representing a "thoughtform" or "collective group mind", an autonomous psychic entity made up of, and influencing, the thoughts of a group of people. The symbiotic relationship between an egregore and its group has been compared to the more recent, non-occult concepts of the corporation (as a legal entity) and the meme."

So, what does this concept have to do with anything regarding our industry?

Well to really understand the depth of this question, let us consider a few examples of well known egregores.

Santa Claus
Uncle Sam
Bugs Bunny

All three of these characters are egregores. None of them exist in reality, however they are very much so "real" to thousands if not millions of people as known personalities.

Santa Claus is actually considered by many (primarily children) to be a real, living and breathing magical human being who takes residence in the north pole. As such he is one of a select few if not the only person to posses a group of flying reindeer whom he employs to deliver toys to all the children of the world on Christmas eve.

The egregore that is Santa Claus is given and sustains its life as an artificial psychic entity by the countless children whom believe him to be real and by their parents who suggest and support his existence.

While Santa Claus is also a talisman of great power of which parents use from time to time as a way to have their children behave well on occasions where they become unruly, he is also a symbol of great love, peace, magic(k), myth and wonderment.

In addition he is used as a marketing tool to generate millions of dollars in sales in multiple industries every year.

Some would even suggest that he is the epitome of the demi-god...

I have illustrated these points to lead up to this part of the post where I will now remind you of the non-occult, egregorious concept of the corporation.

When a large corporation has a name, logo or other symbolic sign of power associated with said organization it is essentially an egregore.

Often times, due to the perceptions of those people who make up the group mind surrounding the egregores identity (perhaps the corporations logo or name for example) people tend to make assumptions about what that corporation and it's symbols mean.

Lets say you have a giant in the industry who is well known for producing laser printers, computers and or various other pieces of technology many of which revolve around the business/office side of the perceptions surrounding its brand...

Because said entity is so established as an "expert" or "thought leader" within one spectrum of the industry, it may be very easy for said entity to suggest to the public that upon entering the managed print services industry despite its gross lack of expertise, it is an expert in said industry simply because it claims to be one.

Now, because this corporation is in and of itself or has created an egregore in relation to its logo or brand, those in the public whose presumptions form the basis of the egregores identity via the group mind that exists because of their preconceived notions about what that corporation is, now also support the notion that this corporation is an expert in this field whether or not this is actually true.

So to clarify...

A well established business that is an expert in one relm of an industry can enter another realm of the same industry with no experience and still take a large share of the market away from smaller true industry experts, simply because they wield the psychological power to shift the perspectives of the public in favor of what they want you to believe.

Sound to crazy to be true?

If you think so, take a look the companies in the managed print services space who have the majority of the market share on contract and compare how long they have been in the industry to some of the smaller independent providers.

Do you honestly think that 5 years, 6 years or even 10 years is enough time for those larger companies to build the infrastructure, train their sales staff, service techs and other employees, sign multi-year contracts, and experience/learn from the dynamic atmosphere related to the execution of said contracts to really suggest they are experts?

Well fortunately for them, they have large marketing departments with talented professionals who are trained in the craft.

After all, if you have a global presence that must automatically make you an expert right?

Something to consider the next time a salesman walks through your door and asks to speak to your CFO or IT manager about managed print services...

Meditations On Losing A Relationship

2011-11-15T12:49:00.000-08:00

I was originally going to title this post "Meditations On Losing A Sale".

I decided against this because to me, describing what happens when a customer purchases a machine or service plan from me as a "sale" is a bastardization of what it is really happening.

I know that with every sale made, a relationship begins.

I am not perfect but try very hard to go above and beyond for my customers. Because they are not just customers, they are human beings who have entrusted me to take care of them in regards to their office imaging needs...

I personally hate the term "salesman" because it dredges up all kinds of negative imagery and that happens for a reason.

Many salesmen are notoriously greedy, self servicing dark wizards bent on one thing...

Cold hard cash. Getting the next big "score".

I fully, with every ounce of my being hate the fact that there are so many sales professionals who who choose to embody this negative stereotype.

It is my personal mission to be the antithesis of this persona.

I put my customers first and keep my focus on their needs. I do all I can to provide a fair price for the best possible products and services, with my commission always being an afterthought and never front and center of my motivations.

So when I loose a sale to some one like this. It is painful. And while some of that pain is my own, it is not nearly as painful to my ego as it will be to the customers wallet.

Recently I proposed a copier to a customer who has been doing business with us for over 6 years.

While I fully expected them to get at least a second proposal for comparison to our own, I never imagined they would buy the same machine with both minimum and overage charges in addition to a higher regular rate.

What supposedly set off the decision maker in this company is the fact that we included a charge for scans at .0002 per scan...

And while the other vendor did not charge for scanning, their regular rates were both higher than ours. Further more, we did not charge overages or give them a minimum monthly output as this other vendor has.

Consequently, they are now spending more on their service plan with this other vendor than they would have with our plan even if we still charged them for scanning (which we offered to remove as sign of good faith in that we cherished them as a customer and would work with them to keep their business).

The real travesty here is the fact that even with our scanning charges our option would have been cheaper.

Now this is one copier sale...

For me, the commission from this sale would equate to perhaps, gas money for a few weeks. Financially, its not a major loss to me.

Emotionally it is frustrating because they have been hoodwinked by this other vendor...

I am not upset that I lost "another score" as some in the sales craft would put it.

I am upset about this because I lost a relationship with a customer to an individual who probably thinks of these people as another feather in their cap...

Another score... Another piece of meat.

I am upset about it because this other salesman, slicked his hair back, shot an elevator pitch and used the same age old techniques of coercive persuasion that is so prevalent in the craft of "pocket lining" it is virtually an accepted practice in the art of sales.

What I am trying to get at here is that whether you buy from me or from anyone else.

Don't be had. Do your homework and really look at the MATH.

It is so easy to be deceived by the language of a talented and experienced sales professional, especially if their intentions are focused on their commission versus your happiness and satisfaction.

Don't assume they are saving you anything by eliminating one cost when such "generosities" are accompanied by minimums and overage charges in the details.

I can honestly say that while I am always interested in new business, I will not sacrifice the value of a relationship with another human being for a larger financial return.

At the risk of being repetitive, I implore you...

Be awake. Be aware. Do your homework.

Intec Inspires Hope Through Consumables

2011-10-24T06:11:00.000-07:00

Our new product line of graphic arts printers from Intec Printing Solutions offers the ability to give to those in need, simply by purchasing toner and other consumables for your printer.

From the Intec website:

"Every consumable purchased for your Intec printer will generate a donation to charity.

At Intec Printing Solutions we believe that we make a better world for everyone when we offer the gift of hope to those far less fortunate than ourselves. That is why we are proud to have supported an orphanage in southern Asia for several years. Every Intec consumable purchased generates a donation towards this excellent charity, which Intec supports by visiting in the field and ensuring that all proceeds actually go to those who really need the help.

Other projects supported in southern Asia over the last couple of years include building a church and community centre. These cater for up to 500 people and provide support and education to the rural poor in the tea growing highlands. Also a school has been built providing education to more than 50 children that would not otherwise receive an education.

Additionally, Intec supports a number of charitable organisations around the world.

Thank you for your partnership with us in this matter."

Amanda Rogerson Speaks On MPS

2011-10-17T13:40:00.000-07:00

This is a guest post from PrintFleet MPS Advisor, Amanda Rogerson. I met Amanda within the past month or so through twitter. While she has been commenting about some of my blog posts via twitter and sharing my content, I wanted to give her the chance to speak out on MPS here. As you will find in this post, Amanda clearly understands what elements are necessary for greatness in this industry. For those of you just starting in MPS or finding yourselves struggling, this post will be a most useful guide for your consideration.

We have developed user groups, research firms, have done studies, best practice boards have been pulled together, and committees organized to define and shape this intangible idea; ‘the Holy Grail’ of the Imaging industry – Managed Print Services (aka MPS). In my opinion within a very short time we have matured this concept very quickly. More and more businesses are going to market with MPS programs; this is excellent and a sure sign that MPS is the wave of the future. I have had the pleasure in my short years in this industry to speak to over 500 different dealerships across the USA and CANADA about Managed Print Services. These dealers have been from all verticals, different buying groups, and different tenures within the market: all with ideals and ideas about what MPS is. Though I still find myself in a relative shock due to the number of people that I hear say, “of course we’re in MPS we bill on a CPP”.

It has been frustrating... Why? Well for starters MPS is so much more than just billing on CPP. An MPS program that is defined as being a CPP contract stripes the MPS concept of all it's value. This narrow definition is one of the main reasons why I see dealers flounder with their MPS program. In general they have not developed a complete program, they have just bundled everything together into a CPP contract program and taken it to market. They don’t do assessments, their sales force isn’t compensated on MPS deals, and they lack a compelling story for their program.

In discussions with both dealers that are doing well and that are struggling, I’ve picked up a thing or two about what helps drive the MPS engine forward. There seems to be some core fundamentals of business, that all these companies are ‘doing MPS’ and failing, seem to have forgotten.

As I see it, there are some of the basic questions to ask as you dive into the deep end of the MPS pool, or drink the Kool-Aid as some people view it:

1. Where does MPS fit in to your current business?

Determine where you want this new product offering to sit in your line-up. Is it your leading value proposition to your clients? Is it a way to generate more revenue in existing accounts? Is it a defensive tactic to lock out competition? Or is it a new sales approach to target larger prospects? If the top level of your company cannot define what you want to do in the MPS space, it’s difficult for your sales team to deliver the program to the market. If you’re just getting into MPS because “that’s what the cool kids are doing” and don’t have the structure or support for it internally you are setting yourself up for failure.

2. What is your MPS program?

Once you’ve figured out where MPS sits in your current business model, you have to decide what exactly you are going to offer as an MPS program. By definition MPS is a broad over-reaching offering that could contain many elements. From what I’ve seen, what you set out for as your goal with MPS will be moulded and shaped by your customers’ expectations. But having a clear framework for what you want to offer as your MPS value proposition will help you avoid deals that you aren’t structured internally to support. That’s not to say that as your program matures and you expand your knowledge on how to actually manage a fleet you won’t add more facets to your program as you grow. As you get more sophisticated your offering can. Consider carefully what it means to truly offer a Managed Print Program, and what your definition is of your MPS program.

3. What is my differentiator?

On the heels of the last point, what makes you any different than any of the other thousand MPS providers in North America? Why are you so special? If you lead with just a CPP contract program you might find that you still play the price game, where you are haggled to the tiniest fraction of a penny. But if you lead with a cost analysis assessment of their current fleet, you’re still likely proposing a CPP pricing model at the end of the assessment – but rather than just tossing a number out and hoping it sticks will get exposure and visibility to their environment. You'll be able to act more like a trusted consultant rather than just another product vendor. Do a SWOT analysis of your immediate competitors, and while you’re at it don’t forget the big boys, because whether you like it or not, they are moving into your space.

4. What are my Goals?

And if you simply answer – make more money, you’re not thinking big enough. If you’re a copier dealer think about how many MIF’s you have, do you realize that studies show for every 1 copier there are 4-10 printers (depending on the study you read). If you think about that then your goal should be to take complete ownership of every device in every account you have equipment placed in. How many net new accounts do you want to see by the end of the year? Net new pages? Net new revenue can be in there but set a goal for it specific to your MPS program. Declare “we want 100k in new MPS contract business” and then figure out how you’re going to get it and go for it. Once again, be sure your back end processes are in place and you can handle it.

5. How am I going to drive my program?

Multiple additional questions sprout from this one. Do you hire a SME otherwise known as the MPS specialist? Do you enlist your whole sales force to jump on the MPS band wagon? There really is no cookie cutter answer. You will have to evaluate your current business model –see point 1, determine what your program is going to be –see point 2, decide how you’re going to deliver it – see point 3 and determine where you want your program to go – see point 4. Based on what you’ve already explored you’ll be able to determine the best course of action. A key factor in driving the rep activity is going to relate to my next question…

6. How am I going to incent my program?

This is really not as complicated as people seem to make it. There is no magic formula for compensating on an MPS program. The key is that the commission structure that is driving the reps behavior is going to be huge in delivering a successful program. Your traditional equipment rep will not be in love with the idea of 30-60 day assessments unless they see something that will validate the time they will need to spend on the deal. Once they start to see the potential revenues they will jump on board, it’s just getting them to that point. Look at your existing commission structure and consider how you can tweak it, without over complicating things to add drivers for your MPS program.

7. How am I going to implement this program?

There will be changes that you need to make internally as you wrap your arms around your offering. Internal resources will be re-allocated or in some cases have additional tasks added to their daily routine. Once you start to propose something that isn’t a SKU to your customer you’ll need to figure out how to change their way of interacting with you. An MPS deal changes the type and level of interaction and may also require some re-training of how the customer handles their printer needs. These changes will need to be implemented properly to successful both internally, and at your customer sites.

8. Can I do this alone, or do I need a partner?

Once you have wrapped your head around what you want to deliver, and what the demand is for an MPS program you may need to bring partnering companies in to help you support your program. Possible partnerships would fill in any gaps that you have, and provide you with the tools and methodologies that would strengthen your program.

I could keep going but these are the core questions that should be asked at the start of ANY new product offering that your company is going to engage in. If you are a business who is new to this ‘MPS thing’ don’t necessarily try to re-invent the wheel there is a wealth of knowledge and everyone, to a certain extent, is willing to share. Turn to your peers, read everything you can get your hands on and attend the MPS conferences. It amazes me that for such a competitive space everyone is willing to collaborate when it involves the MPS offering.

If you’ve been offering MPS for a while and struggling, go back and look at how you’ve executed it. Did you consider everything fully, or did you miss components, determine why you’re struggling and make changes. You could possibly even enlist the aid of one of the many business consulting firms that specialize in managed services.

If you’re in MPS and doing well and just like reading these blogs to keep up on what everyone else is doing there probably isn’t anything new in here. I don’t claim to be a guru or an expert; I haven’t earned a leopard bandana, yet. I’m just someone who’s been watching this MPS thing as it’s grown from the early adopter stage into where it is at now.

I am excited about the opportunities that MPS providers can bring to businesses and I think that over the next couple of years we will see that MPS, MDS, MES whatever pseudonym we give it will substantially change the way that users operate and interact with the printing environment.

Why I do declare… I think this MPS thing might even be bigger than colour print – and yes I’m Canadian…colour is spelt with a U.

Cheers!

On Improvisation

2011-10-07T07:12:00.001-07:00

Here is an excerpt from my new book

Music, Mischief And Marketing: A Guerrillas Guide For The Creative Protagonist

(currently being written)

From chapter 8:
The Risks And Rewards Of Improvisation

The key to my own success has been rooted in improvisation. As a “jamband” when performing with Jabooda, it is customary to move through the composed portions of our songs and eventually trail off into a “jam” or improvisational section of the piece. At this point the song has endless possibilities.

We may choose to simply groove on the main theme and experiment with different melodies and rhythmic devices or we may move into a theme completely different from the current song, segueing into a different composition or letting the improvisation carry us into a climax or resolution of which is determined by multiple factors including but not limited to; the direction sometimes being steered by and individual or the collective conscious of the band as a whole.

Really anything is possible…

I try to approach many aspects of my life in this way and marketing and sales are probably the two most prevalent arts and sciences in which I do this (other than music).

I would say that improvisation (like avaunt-garde jazz or heavy metal) is not for everyone. There is a certain level of risk, rule bending (or breaking) necessary to be successful in improvisation. Taking said risks also will inevitably lead to some (if not multiple) failures.

So why take the risk?

Because improvisation is one of the best ways to “chase the magic”. Improvisation leads you into situations and territories that only improvisation can manifest. In my own improvisational work, I find that improvisation breeds synchronicity when practiced regularly. I find this to be true in art, music, business and literally all other facets of my life.

This is important because what this really translates to is the manifestations of opportunities.

By improvising within the traditional framework of the expectations associated with a common task or responsibility, in a way that achieves a goal by taking alternate or unexpected routes, one may find a level of success surpassing that of the statuesque approach.

One reason that innovation and success is not an omnipresent experience for all organizations and businesses is largely due in part to the fact that many organizations choose to stay grounded upon a single set of ideas or philosophies that while working to some extent, do not achieve the full potential possible within said organization. Reaching this potential would occur more often if those within said organization had more freedom to infuse more of their passions and perspectives into their work.

The improvisational approach as mentioned above is an excellent way to infuse more of yourself into all of your responsibilities, both within your job and virtually every other element of your life.

Believe It Or Not, MPS Is Hip...

2011-10-05T06:55:00.000-07:00

As I have watched the MPS industry over the past five years I have noticed a peculiar (and much to my enjoyment) interesting fact.

The MPS industry is ripe with subtle hipsters...

While I am not suggesting that you will find a group of us hanging out in an incense-smoke filled room, drinking absinthe and endlessly discussing the Grateful Dead as a metaphor for MPS, I would note the following...

1. The Death Of The Copier Blog, clearly the most well know and infamous blog in the industry is a veritable pantheon of liberal and even counter-culturally bent perspectives on what many would consider a drab, boring and very much so "un-sexy" corporate industry.

2. Just this week Adventures In Office Imaging fan and guest post author, Amanda Rogerson writes to me in an e-mail "As I see it, here are some of the basic questions to ask as you dive into the deep end of the MPS pool, or drink the Kool-Aid."

3. In a true showing of synchronicity, both myself and Rob Sethre unknowingly wrote articles expounding upon fractals as metaphorical devices to explain various dynamics of the managed print services ecosystem (within a few days of each other none the less).

4. The managed print services association actually has a Karma rating for its users and even Ken Stewart has commented on the actual presence of Karma within managed print services itself.

In the end all I can say is that the managed print services industry has some very creative and "colorful" minds within it's ranks and I am proud to consider myself one of the "in-crowd" in this respect.

The Value of Prospect Created Content

2011-09-26T11:42:00.000-07:00

Whether your marketing managed print services or candy bars, B2C or B2B. The simple fact remains...

Content is king.

And when it comes to content, there may be no content more valuable than that of which is made by your own clients or prospects in reaction to a video contest.

The above video is one of six submissions we received for our "Destroy Your Printer Contest 3". The video is a perfect example of "prospect created content". Not only is this video creative, humorous and totally over the top, but also an excellent advertisement. One of which was made not by our marketing department, but by a passionate prospect.

This is important because it acts as a catalyst for connecting with other prospects due to the simple fact that the user gave us a plug by noting our website and company name at the beginning of the video.

Now whenever someone watches this video we are able to capitalize on the interest generated by the video and not as an entity marketing to an audience, but as a third party who came up with this wild idea for a contest in which the creator of the video obviously went to great lengths to win.

This is one reason that video contests are so valuable in the world of content.

In reaction to this kind of promotional device, your prospects and or customers alike will create viral content for you and your brand. Plus, they will do it with a level of passion that you simply won't find in relation to other marketing endeavors.

By generating a video contest that taps into your customers pain points and providing products and services that aid in the relief of said pain points, you will effectively generate a working alchemy within your marketing efforts.

This kind of promotional event also allows you to use fun and creativity to market your products and services regardless of whether your products and services are devoid of both. Thus infusing your brand image with a positively charged emotional reaction from your customers and prospects alike.

So, the next time you find your self at a loss for your next marketing endeavor...

Consider the video contest.

Destroy Your Printer Contest 3, Winner!

2011-09-15T05:13:00.000-07:00

Voting has ended, the public has spoken...

This years destroy your printer video contest winner is Eric Morse of Sturbridge, Massachusetts.

Eric took things to a new level of printer destruction with this bold and humorous car jump. While needing a second attempt as seen in the video, the later launch drove the defunct copier into an airborne trajectory resulting in one of the most over the top entries this contest series has ever seen.

Eric has chosen to donate his winnings (both the $100 and the two toner cartridges) to a local non-profit close to the heart of many folks in our area.

The Center of Hope, a charitable foundation which helps people with various disabilities will receive this years winnings.

Music, Art And... Managed Print Services?

2011-09-12T06:14:00.000-07:00

This past Saturday marked an interesting point in both my career as a musician and a managed print services consultant and marketing specialist.

I graced the main stage of the 2011 Open Road Music And Arts Festival with my band Jabooda on what many would consider one of the nicest days of the year, sunlight spreading over the grounds complimenting the cool September air. The scent of gourmet foods and southern specialties wafting from the food vendors and a general sense of delight made the already picturesque scene even more enjoyable.

After a half hour set of music with my band, I moved my gear off stage and quickly took my place at the Expert Laser Services table. I would spend the rest of the day vending with a slew of other local business owners.

The festivals vendor strip boasted the usual fair of food, hemp products, clothing, jewelry, art and music...

I however, was pedaling information about recycled toner cartridges and managed print services.

To my surprise I actually received about ten to fifteen leads. I must admit I was not sure how my "products" would be perceived. Granted the festival had an emphasis on recycling however, it is not to often you see a vendor attempting to market or sell a B2B service at a music festival.

That being said, I did manage to garner the attention of college students, local municipalities, business men and curious passerby's.

I will say that those stopping by probably had their initial interest peaked by this photo on my table...

If nothing else, this one flyer raised many an eyebrow and provided a steady stream of laughs throughout the day.

In the end, I did speak with a few prospects who truly could benefit from a managed print services program based upon the descriptions of their printer fleets and organizations.

I certainly look forward to the prospect of signing a managed print services contract whose origins begin at rock concert.

Will it happen? Only time will tell...

Is Marketing, Magick?

2011-09-08T10:27:00.000-07:00

While using the Google+ Sparks function a few days ago in search of articles using the keyword “esoteric” I stumbled upon a most peculiar and enlightening blog post…

“The esoteric art of non-coercive persuasion — sometimes called advertising — evolved long before there was a Manhattan avenue named after our fourth president. Even the Scriptures tell of blind and elderly Isaac being persuaded, through gentle deception, to yield his older son’s birthright.”

The headline to this article written by Stanley M. Aronson, M.D. hit me like a ton of bricks in the “when the student is ready the teacher will appear” kind of way.

As an open minded young man I have a deep thirst for knowledge in regards to both the exoteric and esoteric dynamics of well, pretty much everything. I generally develop a deep interest in whatever topics that resonate with me.

As a human being who has found himself in a rather successful career as a marketing and sales professional I have often asked my self…

Is Marketing, Magick?

There are no words written else ware in the world however, that have spurned such a question for me personally more than the following paragraph also from the article mentioned above.

“Inducing people to choose paths or to purchase things that had not initially been on their shopping lists requires a special virtuosity that combines a malign knowledge of motivation with skills in inveiglement, witless repetition and selective button-pushing. Sometimes the promises accompanying the advertisements exceed realities (a gentle euphemism for fraud). And if the product offered somehow does not approach the promised expectations, there is always yet another product to promote.”

By now you are probably wondering two things. What is Magick and or who cares if Marketing is a form of said art?

Magick by definition is "the Science and Art of causing Change to occur in conformity with Will."^-Aleister Crowley

In plain English this means forcing your will whether good or ill on the world and it’s inhabitants.

I cannot help but to assume that this same goal is at the heart of many marketing departments.

This aim is not in and of itself wrong or dare I say evil…

That being said, what I mean to point out here in this post however is that marketing whether related to said art or not has a similar aim and it bothers me that so many products such as cigarettes (to name the most obvious) have been so easily implanted into the minds and bodies of the American public as a “good” thing and what’s worse is that even those consumers who know that product is killing them, often times choose to continue in their consumption of said products due to how their minds have been molded to think.

(I am not judging I smoked cigarettes for about 5-6 years)

I suppose what I am really trying to get at here is that everyone has an agenda and there are many folks in powerful places who utilize tools such as marketing to implant ideas into the minds of those who they wish to manifest some kind of control via their will.

Whether their aim is to get you to buy soda or to vote for a political candidate, be warned..

You are bombarded with subtle messages every day for all years of your life to make choices that serve an others agenda and or will.

Be aware and be awake.

Ask why do I need this product? Do your homework and find out about the things you put in your mind and your body and question the message from who it comes from.

As a marketing professional myself I can assure you, if you want to know anything about the products and services I sell for my company or for my own gain I will answer what ever questions you have.

I simply suggest that you do the same with everyone else.

Cigars As A Symbol Of Solution

2011-09-02T13:57:00.000-07:00

AVO Robusto, my cigar of choice...

Some you may be aware of the fact that I am an avid cigar enthusiast.

For me, cigars have become a symbol of success both for myself and for my clients. I usually only smoke as a reward for implementing a solution for my clients whether it be a piece of hardware, a managed print services plan, software or so on and so forth.

While I am sure that I am not the only sales professional to use cigars in this fashion, I believe that I may be one of the few who approach the reward with the psychology that I do.

I don't give myself the pleasure of a cigar simply because I have made a big score financially. In fact the only element of my enjoyment of cigars as it relates to financial gain is in reference to the cost of the cigar itself.

As far as the ritual of smoking a cigar, for me it is a form of mediation and a time of relaxation. During these times I like to go over what I have achieved in reference to bettering my customers business through the solution I have provided them.

Often times each puff is accompanied by thoughts of how I have helped a client reduce their cost of printing, streamline their business processes and or provided them with useful equipment, software or content of which makes their professional and business lives better.

I like to go over the intricacies of the benefits I have given a client as the cigar burns closer to its finish. As the cigar burns, I reflect on elements such as the cost per click of a clients new machine, the ways in which our managed print services program is now saving them time and money and how I have been able to make a clients document management endeavors more profitable and efficient for their organization.

As I enjoy my cigar with wisps of smoke curling around my immediate space, I often ponder how to improve their business, the office or industrial culture around them, their company and or their organization.

In fact I try to use all of those things which I enjoy or find pleasurable (at least to some extent) as a catalyst to help others. Whether it be my clients, friends, family or even passerby's and strangers, I try to make consistent and focused conscious efforts in all that I do to help others.

It is in this kind of psycho-spiritual awareness that I attempt to keep my daily mindfulness, focused on the well being of other human beings.

In this way I would like to think that I am a living conduit of positive energy. So whether I am smoking a cigar, writing a blog post or doing virtually any other activity I try to do it with a spirit of love and service towards others.

In this way I believe that I am accomplishing what a human is meant to do. Indeed I hope that this very post has inspired you to do the same or in the very least has had some positive effect on you.

I suppose in some respects this is how I try to manifest the concept of "agape" in my own life and also in the lives of those people whom I meet during my existence on planet earth.

ELS Joins Intec’s U.S. Expansion

2011-08-15T08:44:00.000-07:00

I don't normally post press releases here but as a member of the both the sales and marketing department I must say that I am very excited about these Intec printers. They really are quite robust and produce some pretty stunning graphics on everything from regular paper up to stocks with a thickness of 512 gsm.

See the press release below...

Expert Laser Services signed on today as the newest American dealer for Intec Printing Solutions. The agreement makes Expert Laser the exclusive reseller of Intec printers in southern New England. Intec, based in the United Kingdom, produces digital color printing equipment and has partners in over 70 countries. Intec’s United States headquarters opened in Tampa this spring.

Expert Laser founder Luke Carpentier called it a strong move for his company...

“As the exclusive Intec dealer in our market, Expert Laser can deliver top-of-the-line digital production systems in configurations and with capabilities no one else can offer. The Intec line enables printers to produce top quality, full color output in short runs on an incredible range of media.”

“We are very pleased to align ourselves with Intec.”

Social Media Minus The Bovine Feces

2011-07-20T10:31:00.000-07:00

Alright, I know there are a lot of you in the managed print services industry out there who are not yet utilizing social media to market your brand or generate sales.

This ends today...

I present to you the book both you and your CEO need to read if your on the fence or not considering social media at all as part of your marketing plan.

"No Bullshit Social Media" by Jason Falls and Erik Deckers will show you the proof about the ROI inherent in social media and provide the kick in the pants needed to get you on the social web. It will also give you the tools and resources needed to succeed in said space.

The book is describe by Jason below...

"Erik and I walk readers through what social media marketing can do for business, how to decide what you want it to do for yours and how to plan, activate and measure what you do. This book is not about Facebook and Twitter. It’s about using social media marketing as a business driver. It’s no-nonsense, no smoke-and-mirrors … No Bullshit. It will reinforce what you know, give you more ideas and help those you work with see social media marketing as a viable mechanism to reach, involve and persuade consumers to do more than “Like” or follow."

Like it or not folks social media is here to stay and like I have said in the past, if your not involved yet your running late.

No Bullshit Social Media is a surefire way to start or improve your social media program. Whether your a recent adherent to the social realm or just getting started, this book is a tool that you must have in your arsenal for social media success.

Read more about the book here.

Why Sales Should Be Social

2011-07-18T09:36:00.001-07:00

At this point in my career I believe that I have proven beyond a shadow of a doubt that social media can be most profitable, even if you are given no budget to work with.

While I manage social media for my company I am also a member of the sales team and all of the sales generated by social media within my company have (thus far) come from my clients, several of whom I garnered through or in conjunction with social media efforts.

So it is with true gusto that on this day I do declare...

Everyone in your sales department should be involved in social media.

Is there a learning curve? Yes, but really its not rocket science and the skills needed to be a great sales professional parallel many of the skills necessary for any social media pro.

Many dynamics of the sales culture (networking, after hours gatherings, schmoozing, building trust) can be taken to new levels when social media is applied to said culture.

Most of the information needed to become a successful social media professional can be found for free on the internet. With some time dedicated to self education any individual who is already a sales professional can easily become proficient in the realm of social media.

If nothing else starting with the "big 4" a blog, Facebook, Twitter and LinkedIn one can generate sales and buzz within a years time (I know, I have done it).

Reading other marketing and sales professional's blogs as well as spending a few pennies on educational sites such as lynda.com can launch an already successful salesman or woman into new heights.

MPS Contract Via Social Media

2011-06-29T10:35:00.000-07:00

I believe that I have accomplished a unique acheivement this week.

Yesterday I signed a managed print services contract that was garnered through social media.

Let me explain...

A few months ago David Morrow (a friend of mine which I had not seen in over 10 years) reconnected with me through Facebook after stumbling across my profile. In addition to listening to some music I had posted to my wall, he also took the time to check out my company's Facebook page and read a couple of blog posts I had shared there.

I guess he liked what he read.

Dave works at a company called Tech Cavalry as part of a team of IT professionals who offer services ranging from computer installations and repair to network design and implementation.

I guess you could say that they love computers and technology. Printers on the other hand, well...

Let's just say that said hardware is not their cup of tea. That being said, printers are not only our cup of tea but the very foundation of our company.

Dave felt that we are a company who share the same kind of passion for quality customer service that Tech Cavalry has and since he and his boss Michael had been looking to find a company with said qualities who would be able to take the reigns in regards to their customers printer needs, I was asked to come and meet with Michael to speak about the possibility of doing business together.

While my conversation with Michael spanned everything from cigars and coffee to VARs and MSPs and every dynamic in between, the conversation ended with a referral.

I was given information about a company not far from where I worked.

Thanks to that information I was able to perform an analysis, present an MPS solution and sign a contract for said solution with the aforementioned company in record timing.

Had I not been actively involved in social media, this opportunity would most likely not have occurred and even if it had, the lack of a reference to the gentleman I was able to get the referral from would have almost certainly made the process move much slower.

The point I would like make here is that if your working in a B2B environment and your not involved in social media then you are falling behind.

Social media is here to stay and chances are, your competitors are already ahead of the game.

Want To Help MA Tornado Victims?

2011-06-02T09:51:00.000-07:00

Multiple communities spanning from Springfield to Sturbridge Massachusetts have been devastated by the recent Tornado.

A help and networking group who's goal is to help organize relief efforts for the people who have been affected by this disaster has been setup for those who would like to contribute funds, time, tools and any form of support possible to the victims and their families.

If you are interested in helping please join the TORNADO AIDE group on facebook for more info and resources on how to help!

All you have to do is click the "Ask to Join" button and the moderator will let you in.

Join Me At MarketingProfs B2B Forum Boston!

2011-06-01T13:08:00.001-07:00

I will be speaking at the MarektingProfs B2B Forum in Boston, Massachusetts on June 15 from 11:00am-11:15am.

Here is my track information...

Case Study 1: 11:00–11:15am A B2B Social Media Program With Real $$ ROI!

Speaker:
Nathan Dube, Chief Social Media Marketing Engineer, Expert Laser Services

Can you really generate sales with social media in a B2B atmosphere? Of course you can! By combining elements of guerrilla marketing, music and free social media sites like YouTube, Facebook, Twitter and LinkedIn, Nathan will show you how he was able to create a profitable B2B social media campaign with little to no budget! If you enjoy humor, creativity, fun and music you won't want to miss this case study that incorporates them all!

If you would like to attend read more about the event here

As a reader of my Blog I am pleased to offer you a $100 discount off the price of your ticket!

Just use this promo code to save $100 off your ticket price! > SPEAK100

Hope to see you there!

Are Your Customers Fans?

2011-05-31T05:31:00.000-07:00

As many of you know I play in the New England based Jamband Jabooda.

While the atmosphere, culture and people surrounding the band is about as far from the corporate/business realm as one could possibly get, the parallels in customer service, marketing and sales is astoundingly similar as is the work ethic involved. The band truly is, a second job.

In the band we place heavy responsibilities on our shoulders in regards to treating our fans (customers) like gold. While we do sell products to our fans we also give many of our live recordings and merchandise away for free as a thank you for their dedication and support. We put hundreds of hours into rehearsals in hopes to make sure that our fans get their moneys worth and we treat each of our fans as both human beings and friends.

In my role as a sales and marketing professional at Expert Laser Services I try to manifest the same dedication in my customers by catalyzing a similar energy to that which I have on stage. The hope is that my customers will truly become fans.

While I don't give away free cds or t-shirts to prospects I have at times given them a toner cartridge for free because I believe in the products my company produces and sells and I know that in certain cases, giving something away will turn a profit and act as a conduit for a positive relationship with that person who in the end, will truly become a fan of our products and services.

In the same way that a soaring guitar solo is at times pushed to its peak even as the muscles in the guitarists hands seem that they will give out from pain, such a sacrifice will almost certainly draw an intense return on investment in the form of ecstatic emotion derived from the crowd. I truly believe that offering unconventional services such as help desk calls after hours, last minute emergency parts delivery or repair calls and so on and so forth (which can be an intense personal burden on myself or other employees at my company depending on the situation) this kind of self sacrifice provides a similar feeling of gratitude to that of the aforementioned guitarist. Sometimes truly great customer service requires that we take added stress and burdens upon ourselves in order to provide the absolute best for our customers.

I can honestly the say that the labor of love as mentioned above is the key to success for both my company and my band. Expert Laser Services emphasis on advanced and caring customer service is what separates us from our competitors both large and small.

In the end, it is not hype or a robust marketing scheme that makes you a literal and or metaphorical rock star. It is the lengths that you are willing to go for your people. It is the actions that you are willing to make in order for your customers to truly become a die hard, dedicated and loving fanbase.

Relational Sales Via Twitter

2011-05-17T06:14:00.000-07:00

On Thursday of last week I had the pleasure of consulting a long time twitter follower about laser printer repair directly through twitter. The consultation which was in and of itself a rewarding experience ended in a sale. Yep, that's right...

A sale directly through twitter!

Long time twitter follower and independent B2B Marketing Queen Dianna Huff, tweeted her frustrations about her HP 2015. In dealing with the issues of these machines as of recent, I quickly responded to her asking about the problems she was having in regards to said machine.

Bellow I have posted both Dianna's tweets as well as my own.

After going back and forth for a while I suggested two service providers in Nashua, NH where Dianna could look into service and sales however, she asked me to call her because she would prefer to purchase a machine from me.

Struck by the opportunity for a sale through twitter I suggested shipping the machine to her as to how I am located on the Massachusetts/Connecticut border and she on the Massachusetts/New Hampshire border.

However in the true spirit of the tweetup we decided to meet half way as to how it worked for Dianna's schedrule to be in Massachusetts. We were able to meet in person, discuss our careers within the world of B2B social media marketing and the challenges and joys associated with said work, while also completing one of the first ever direct through twitter sales (at least that I know of).

In retrospect, the cash ROI was trivial at best in comparison to the truly rewarding experience of connecting with another wonderful and talented human being who shared a passion for the same industry that I do.

Is this a glimpse of a possible paradigm shift in the world of marketing and sales?

I suppose time will tell.

DYPC To Be Featured In Visual Marketing!

2011-05-10T05:24:00.000-07:00

I am uber pleased to announce that Expert Laser Service's Destroy Your Printer Contest will be featured as a case study in David Langton and Anita Campbells new book Visual Marketing: 99 Proven Ways for Small Businesses to Market with Images and Design.

Book Description: Whether it's on the web, in a book, or live in-person, the most effective solutions are those that unexpectedly grab our attention. David Langton and Anita Campbell identify eye-catching and thought-provoking marketing and PR tips, ideas, and stunts. In this compendium of winning ideas will inspire small business leaders, creative professionals, and students. Award-winning visual communication designer David Langton has worked for a range of businesses from Fortune 500 leaders to mom and pops. Anita Campbell, an internationally known small business expert, reaches over 1 million small business owners and stakeholders annually.

Through case studies, photos, and illustrations, Visual Marketing displays creative marketing campaigns that brought attention to small businesses in unique, compelling, and unexpected ways.

I can only guess at what other awesome examples and case studies will be presented in this book. There is no doubt that Visual Marketing will become a most useful tool in regards to inspiring both small and large businesses marketing endeavors with these tasty bits of creative marketing success.

Leveraging Creativity In MPS

2011-05-09T05:04:00.000-07:00

As I sat down at my desk this morning the first thought to enter my mind was how fortunate my sales team is to have a boss who let's each of us use our own creative abilities in our respective positions as sales professionals.

In my own sales endeavors I utilize social media as much as possible. One of the other salesmen is a local politician and has been able to leverage his many connections from said position as a tool in his own work while another has a very focused approach to several niche markets.

Each of us has a very different style and thankfully we are not micro-managed to death by management. Instead we are able to experiment with what works for us as long as the ROI follows and it does, mainly due to the fact that we have the freedom to be ourselves.

Often times I find that there is a sterile rigidity in many corporate atmospheres and such places often times suggest thinking outside of the box as long as a persons actions do not follow suit.

I would imagine that this is due to the inherent risk of allowing individuals to carve their own path (although I would argue that if you have good, trustworthy people on your team there is little to no risk involved).

There is however a downfall to following the old beaten path regardless of its success rate. That danger is ignoring the potential within individual creativity and freedom. While possessing a certain element of risk, a far greater potential for success is born when the sales team and all employees for that matter, have the opportunity to use their own minds and creativity in moving a company forward.

Ford Crown Victoria + Jump = ???

2011-04-20T10:12:00.000-07:00

We have a contestant for our "Destroy Your Printer Contest 3" posting pics of the tools he will be using to destroy his printer with...

This one should be good...

Are Copiers Cloning People?

2011-04-11T05:22:00.000-07:00

Customer Vlog Interview

2011-04-06T12:17:00.000-07:00

Would you like to learn more about the Center of Hope?

Visit the Books and Beans Cafe and Honest Town Postal Center?

You can contact the crew at both organizations by visiting them on Facebook and Twitter!

Copiers Take Dominion Over Humans!?

2011-04-06T05:32:00.000-07:00

WBJ "Family Owned Business" Awards

2011-04-01T13:43:00.000-07:00

Expert Laser Services has been nominated for the Worcester Business Journals "Family Owned Business" Award.

See below...

What is your company’s mission and how does it reflect your family’s values?

Expert Laser Services began in the founder’s home and has always maintained a work environment not unlike a well run home. Ours is an employee-owned company, and that fact truly accentuates our identity as a “Family Business.” Indeed employee-ownership is a fitting capstone for a strong, growing company which is absolutely anchored in family values.

Family has always been first in the eyes of founder and controlling stock-holder Luke Carpentier, and he brought that attitude with him to work. Luke treats employees like family. He assumes truly paternal responsibility toward the ones who work for him. He offers second and third chances the way any loving parent would to a wayward child. He would forego his own paycheck and increase his own workload rather than lay anyone off.

So, when Luke began considering his own retirement and next directions, like a “papa bear” he concerned himself with his “brood,” his employees. If he sold the company, the Southbridge headquarters would likely be moved elsewhere. Some of us would not be able to move with the job. Others might lose our positions through the new owner’s desire to consolidate the administration of their new asset.

Luke’s answer? — Keep it in “the family!”

Through a long process with significant expense, Luke enabled the Expert Laser family to buy the business for ourselves. Luke himself stayed on as Chief Executive Officer (spending the majority of his time in our South Carolina office) and his elder son Michael took over as President, running the business up here. So the Carpentier family influence persists.

Out of that fertile soil of family values and blossoming employee-ownership, our company framed a mantra that we call, “Beyond Wow!” —

“As employee-owners we have made a conscious decision to grow our company through our existing customer-base. By concentrating on present clients and by continually enhancing our levels of service to them, we intend to so completely spoil our customers that they will enthusiastically provide a constant stream of referrals. “

That mantra is an out-growth of the three foundational principles upon which Luke Carpentier established the business:

Produce quality. Sell at a fair price. Stand behind the product.

These three guiding rules embody a single, constant focus on pleasing the customer before, during and after the sale. Every member of the Expert Laser family honors our “family name” by striving to “wow” our customers.

What is your company’s history? How was it started and how has it changed over time?

By the end of the 1980’s the desktop revolution had changed everything about the way America does business. Computers on every desktop became linked to printers in every cubicle. With the rapid expansion of information distribution came a collateral rise in printing headaches. How efficiently can I operate them? Where do I buy toner? How many copies should this cartridge yield? Who do I call for service?

Changes were happening in the general public as well. As a nation we began awakening to our responsibility toward our environment. Recycling programs and resource-saving ideas gathered momentum. These parallel movements gave rise to a new industry: Toner Cartridge Remanufacturing.

Expert Laser Services was established in that exciting atmosphere of dynamic change. From the early years, working out of owner Luke Carpentier’s home, three foundational principles would remain constant:

Produce quality. Sell at a fair price. Stand behind the product.

Those principles and the remanufactured products themselves were quickly embraced by the business community. They are still the mainstay of the Expert Laser organization. The original plant has grown into a first-class remanufacturing and service facility in Southbridge. At the same time, prototype service and supply programs were developed to meet the ever-expanding imaging requirements of businesses both small and large, but those bedrock principles remain.

Today Expert Laser provides the full range of imaging solutions: copiers, laser printers, fax and multi-functional devices; wide-format graphics and engineering printers; scanners; remanufactured toner cartridges; and a trademarked printer fleet management program, PrintDOME. The company has a Massachusetts plant plus a smaller office and production facility in the Lowcountry of South Carolina.

Even after twenty-one remarkable years, Expert Laser Services remains a growing family.

How does being a family-owned business make your company special?

Each Expert Laser employee feels like a family member. Each of us relates to Mike and Luke Carpentier on an individual basis, very like in a family. No one needs an “intermediary.” The bosses’ doors are always open.

And the feeling travels in the opposite direction as well. The bosses treat every employee with a respect which can be well characterized as familial. Redirects and corrections are invariably delivered in a tone of helping an employee go forward, improve and get stronger. In that regard, the Carpentiers have consistently supported the personal growth of employees, paying for or subsidizing a wide range of educational opportunities.

Not surprisingly, employee after employee has brought their natural family into the Expert Laser family. Son-in-laws, brothers, three father-son tandems—relatives are everywhere! Ours is a family composed of different families coming together. Luke even became the God-father for the first child born to an Expert Laser employee.

When an employee was stricken with bone marrow cancer in December 2009, the company took him under its wing like a mother hen with her chick. The Carpentiers made sure that their leukemia victim—and his wife and kids—had all the support he needed in every aspect of his battle. Now that employee has been cancer-free for nearly a year and is back with "the family," working part-time again and eagerly anticipating his return to full duty.

Expert Laser is a special place—personal closeness, transparency, discipline with a goal of strengthening, nurturing, encouraging. It feels very special to work here. It feels like family.

How is your company involved in the community? Include the names of family members and their community involvement?

Founder Luke Carpentier was a Lion for several years in his home town of Southbridge, serving a term as President. The company continues to support Lions Club events and activities as well as other important local charities such as the local chapter of the American Cancer Society.

President Mike Carpentier enjoys signing donation checks to a variety of worthwhile community groups. Mike himself has been involved with MDA, spending time in “jail” (on company time) for the cause, as has CFO Eric Willard.

Probably the best way Expert Laser participates in the community is by enabling individual employees to participate in their charities of choice. The company routinely accommodates a whole range of volunteerism from Foodshare Radio-thons to coaching for local sports teams.

One final way the Expert Laser family touches our communities is through employee-involvement in many area churches. If the old saying is true and “The family that prays together, stays together,” well, Expert Laser is going to be around a long time! Many employees are very active in church outreaches and ministries.

That’s Expert Laser Services, a very different, very special, family-sort-of-place to work.

EDMS, Baked Chicken and Rigatoni

2011-03-30T05:01:00.000-07:00

You are probably wondering what electronic document management software, baked chicken and rigatoni have to do with each other.

Well, according to our partners at DocuWare they have everything to do with each other.

Recently Expert Laser Services and DocuWare entered into a partnership, as we are now offering said robust electronic document management software as another fine addition to our product line.

One of the key marketing dynamics that is a staple within DocuWare is the free luncheons that the company and their partners put on to educate prospects and current customers alike in regards to the extensive functionality and ROI associated with the DocuWare software.

Just yesterday we hosted our first of many DocuWare Luncheons at the ever popular Periwinkles Bar and Grille in Auburn, MA. (see above picture for one of many banquet rooms)

While the presentation itself proved to be a most valuable, interesting and compelling experience for both myself, the present Expert Laser Services staff and our guests, I personally found that the meal which was enjoyed near the end of the event really catalyzed the first inklings of a great relationship with one of the gentlemen I had invited to the event.

Eating a delicious meal together evokes a sense of celebration and suggests the concept of family even in the business atmosphere that the luncheon was clearly projecting. During this time where we were able to share a superb meal of home made rolls, roasted herb and butter baby carrots, baked chicken, rigatoni and Italian sausage with peppers and onions, I found that the best conversations of the event took place during this meal time.

We discussed not only the potential benefits of the software to my guests organization but also about what he enjoyed to do in his spare time, how he started in the industry he worked in and some of the experiences he has had in the different jobs he has had in said position. It was this mealtime conversation which I believe the slight shift from unknowing to the beginnings of having an understanding of one another took place.

Sharing a meal, especially one of quality foods in a comfortable, welcoming atmosphere in conjunction with an educational seminar truly does make for the kind of experience that allows for the first dynamics of human interaction between two folks who have met for the first time to play out in a way that I believe, is superior to that of similar events that do not include said meal.

In retrospect I would say that a great meal is truly the perfect way to open doors to new and or expanded relationships with new and current clients alike.

Does anyone out their have any similar experiences? If so, do share.

Think Globally Smash Printers Locally

2011-03-11T07:01:00.000-08:00

The above video is in my opinion, a true classic of printer destruction. First introduced to me by Mark Schaefer, author of the {grow} marketing blog, this video is by no means new.

The clip is at once a testament to the fact that poor customer service is not only unacceptable in this day and age but also that in a world with Youtube, the backlash is unavoidable and rightly so.

As an avid fan of this clip you can imagine my surprise when an employee of Fall Prevention Alarms (a customer of ours) suggested that we check out this video. As it turns out the Solider in the clip is a friend of the folks at this company.

This small world connection was made when a gentleman from the above business stopped into purchase some of our own remanufactured toner cartridges and noticed a flyer on the desk of our receptionist left over from the first destroy your printer contest.

Sure enough he could also relate to the bane of laser printer related stress and said he is considering entering our third annual destroy your printer contest.

Paying It Forward

2011-03-04T11:49:00.000-08:00

Over the past two years my work in social media for Expert Laser Services has acted as a catalyst for connecting with many wonderful, talented and professional individuals who are experts in their respective industries.

I have been humbled by these folks interest in my own work, namely my now infamous destroy your printer contest series. Thanks to the many retweets, blog posts, e-mails and referrals I have to my surprise, become at least somewhat "internet famous" and have managed to generate sales through social media, solidifying myself as my company's "chief social media marketing engineer".

Today I want to take the opportunity to shine a light on some of these incredible and talented people and suggest that you do yourself a favor by checking out their websites/blogs.

@markwschaefer (Mark Schaefer) This man is one of the few individuals who actually deserves the title "social media guru". Not only is he a true professional and gentleman but also one of the most kind hearted folks I have connected with. Marks blog posts are filled with excellent, spot on content relevant to multiple dimensions of the social media universe and are composed of priceless advice that quite frankly, I would pay for. Mark however authors his blog with a passion and love for the art and science of social media and these posts are free for the world to see, if your not already reading Marks blog {grow} do your self a huge favor and subscribe today.

@Greg_Walters (Greg Walters) I consider Greg Walters to be the managed print services industry's equivalent combination of Hunter S. Thompson and Larry Flint. His blog Death Of The Copier is a notorious medium known for publishing posts dripping with uber snarky yet spot on expertise regarding the realm of MPS. Most of the images on DOTC may be considered rather tasteless by some, but despite the blogs racy photography I can't help but to view Greg as a true MPS master and I would go so far as to say he may very well be the expert when it comes to managed print services.

@RecyclerMedia (Charlotte Hindle) Charlotte is the editor of Recycler Magazine, one of two (and in my opinion) the superior global trade publication reporting about the toner and ink cartridge remanufacturing industry. Smart, focused, kind hearted and engaging, Charlotte is the epitome of professional. I highly suggest checking out Recycler Magazine and opening your mind to the earth friendly and cost saving possibilities that remanufactured toner and ink cartridges can offer to your business.

From the connections above I have enjoyed other opportunities which have catalyzed relationships with other great people who are also experts in their own right as pertaining to their respective industry.

Below I have listed these new connections in hopes to offer you the chance to also connect with these awesome human beings.

Social Media, Marketing And Or PR Pros You need To Check Out:

@ginidietrich

@lauraclick

@julianng

@suddenlyjamie

@CKsays

@jonbuscall

@TheMikeEllis

@ShellyKramer

@allthingsfadra

Managed Print Services And Or Office Imaging Pros You Need To Check Out:

@ChangeForge

@Greg_VDW

@DFWMPS

@SHendersonIA

@jflyons

@artpost

Toner And Ink Cartridge Remanufacturing Pros You Need To Check Out:

@JetScapeink

Destroy Your Printer Contest 3 Submissions

2011-02-24T12:45:00.000-08:00

Below we will be posting all the entries that we receive for our Destroy Your Printer Contest 3.

Entry #1 Josh Post alt9design.com

Entry #2 Paula Snow Sullivan Real Estate Group

Entry #3 By Marcus Piazzo Wales Wax Works

Entry #4 Eric Morse Center Of Hope

Entry #5 Ian McIntosh MBS Fabrication

Entry #6 Jay Mitchell Great America Leasing Corporation

Destroy Your Printer Video Contest 3

2011-02-21T09:45:00.000-08:00

I am pleased to announce Expert Laser Services Destroy Your Printer Video Contest 3!

The rules and details of the contest are as follows...

We ask that you make a creative, fun and humorous video of you and your cohorts destroying one of the following: Inkjet Printer, Laser Printer, Copier or Fax/MFP. Then upload the video to youtube and send me the url. At the end of the contest we will choose a winner and the winner will get his or her video posted here on the "Adventures in Office Imaging blog" and they will receive two FREE toner cartridges for their office copier, laser printer, or fax/mfp! In addition, this years prize will also include a $100 dollar donation to a charity of your choice! see below for full contest details, rules and regulations!

Rules and Regulations.

Contest starts February 25, 2011.

1. Contest is open to businesses and other organizations in the United States of America, large or small. Contestants may destroy Inkjet Printers, Fax/MFPs, Laser Printers or Copiers.

* We are looking for humorous and creative videos of you destroying your selected piece of office equipment from the above list of machines.

* Have fun but be careful, Expert Laser Services will not be held responsible for any injuries resulting from the making of your videos.

2. To enter the contest, create a video, upload it to youtube or a similar video service and send me the URL via e-mail

nathan.dube@expertlaserservices.com (or twitter @dubiousmonk)

3. Videos will be reviewed by myself, our CEO and several other ELS representatives.

4. The contest ends August 31, 2011.

5. The winning video will be posted here at the Adventures in Office Imaging blog ASAP.

6. The winner will receive two free toner cartridges for your offices copier, laser printer or fax/mfp. In addition this years contest will also include a $100 dollar donation to a charity of your choice!

Joy Of The Walkaround

2011-02-19T09:34:00.001-08:00

Here at Expert Laser Services we refer to our analysis procedure as a "walkaround". We do not utilize USB keys to do an analysis other than as a last resort and almost always walk to each and every device in an organization, networked or local and gather the necessary information by hand.

For multiple reasons this kind of analysis is superior to that of those done with a USB key however In this post I will be speaking solely about the value of the walkaround in regards to developing relationships with customers.

All of the walkarouds that I have performed have been done either with the IT manager of an organization or a member of the IT department. In many of these cases these people are my first contact within said organization. It is the IT pro at any given organization that accompanies me through both stages of an analysis and is my "go to" guy or gal when I need to speak to them about products, services, software updates and etc.

What I have discovered to be the most important aspect of getting a contract signed is to develop a real, honest and organic relationship with the customer prior to meeting with them to discuss a proposal.

The walkaround is absolutely key in accomplishing this.

During the walkarounds that I have performed (which generally take multiple hours to complete) I take the time to learn not only about the organization, their goals, their clients, their needs, wants, expectations and so on and so forth but also about the individual who is taking time out of their day to walk me around their place of work.

From conversations with my own customers during a walkaround topics discussed have included not only their monthly print volumes and what kind of devices their fleet contains but also more personal topics such as their opinions and perspectives on

● Music

● Food

● Art

● History

● Hobbies

● Spirituality

● World Events

These are just a sample of some of the topics discussed in the conversations I have enjoyed with my customers during the walkaround.

Now these conversations may seem trivial to some however I cannot stress enough the importance of the bonds created during these times. Conversations which include not only the necessary MPS talk track dynamics but also these more organic elements of human interaction will lead to a much more robust relationship with your customer before you even schedule that meeting to discuss your proposal.

In closing I would say there has been a real element of enjoyment in all of the walkarounds I have done. They have been catalysts to meet new people and to learn not only about the needs of prospective customers but also to forge new relationships with other human beings. Some of these conversations have lead to opportunities to learn new things about my self and have spurred curiosities about things that I would not have discovered otherwise.

TCO And The Human Footprint

2011-01-26T07:32:00.000-08:00

It is an age old question...

Which is better, centralized copiers versus local printers?

We here at Expert Laser Services support both kinds of devices, we do not go into this discussion with a strong bias.

The honest answer is “IT DEPENDS”. The fact is that copiers and printers can have exactly the same “cost per print” if the right device is selected for the application. Typically, copiers cost more and are leased while printers cost less and are purchased or leased at a lower cost. Total-Cost-of-Ownership (TCO) is the real figure that you want to know. TCO takes into account the monthly lease payment, the cost per print and any and all supplies, parts, and service charges that are added.

There is one additional major issue.... The Human Footprint...

IF employees who do a lot of printing are required to walk distances to retrieve their prints, the cost of that time far exceeds any savings that may or may not exist on Cost-of-Ownership. When employee labor is included, there are few scenarios where centralized printing is cost-effective. But, there certainly are times when it is.

Marketing And Sales: Bridging The Gap

2011-01-17T05:50:00.000-08:00

As I prepare to head down to Austin Texas to speak at MarketingProfs Digital Marketing Forum I find myself reflecting on my unique position within my company. I am a member of both the marketing and sales teams here at Expert Laser Services and this position has given me a unique perspective on the relationship between the sales and marketing departments.

There is a cliched notion of tension inherent between sales and marketing in the minds of many people and to some extent said presumptions bear the marks of truth.

Working as a living catalyst between these two departments in my own company has given me a true appreciation for both professions. The experience has also provided me with insight into the aforementioned tensions that can arise between the two as well as an understanding of how to diffuse issues that arise from the misconceptions of each. Below I offer a few tips that help breed understanding and positive relationships between the sales and marketing departments in my own company.

● Finding And Nurturing Leads: It is an accepted responsibility of all marketing departments to find leads for the sales team. While many sales professionals are good at chasing down new leads, many fail in nurturing leads after they are turned down. Some would argue that it is marketing’s job to track each interaction with said prospects and to nurture the prospect overtime in the hopes of eventually providing sales with an opportunity to turn the prospect into a customer, however sales professionals would do well to take some of this responsibility into their own hands.

One way to do this is to make use of account management software such as Act. This kind of software is an excellent tool for the sales team. If each member of the sales team made use of such a tool, recording each interaction with new prospects the marketing department can then use said data to produce stronger case sensitive marketing strategies for each specific lead. This is the kind of symbiotic relationship that can help prosper both the marketing and sales team.

● Generating Proposals: While the marketing department can certainly help a sale to move forward faster by producing proposals based upon templates in which the sales professional provides the marketing department with only the key details of the company, contact and products or services being sold, sometimes it is best for the sales professional to generate his or her own proposal with a personal touch. While this is not always necessary there will be occasions where the situation calls for this kind of action and both the marketing and sales department can benefit from these atypical situations.

● Creating Content: One of the best things a sales professional can do to separate his or herself from the flock is to become a noted thought leader in regards to their products and services and becoming involved with social media marketing is an excellent way to do this. Writing a blog, setting up a Facebook and Linkedin page in addition to communicating through micro-bloging services such as twitter are all excellent ways to generate content which communicates expertise.

Some sales professionals will scoff at this and immediately suggest these kind of tools are for marketing folks only. I must insist to hold this perspective is little more than an unfortunate misconception and at worst the kind of sentiment that leads to the loss of sales. It is likely that some of your competitors sales professionals have already established themselves on the social web and have taken some of these albeit “marketing responsibilities” upon themselves.

Granted you may have to invest your own time to become involved with social media should your company not allow you to work with these tools on company time however, once sales opportunities arise from your efforts you may just be able to change their minds about these company policies if they are in fact currently in place.

Austin Bound

2011-01-13T05:16:00.000-08:00

I am pleased to announce that I will be speaking at MarketingProfs Digital Marketing Forum in Austin, Texas on Friday February 4th in regards to my "Destroy Your Printer Contest".

I must admit I am rather exited, a bit taken aback and honored to be speaking at this event. The track that I will be speaking for will also be hosting three other case studies in addition to my own of which MarketingProfs is hailing as Four of the Hottest SM Case Studies Around!

My hope is that I will be able to inspire others who have yet jump into social media and provide them with a solid case study that proves you can be successful in B2B social media even with no budget.

Taking The Human Element Further

2010-12-13T12:26:00.000-08:00

After reading this post by Amanda Hutchins at the MPS insights blog many thoughts flew through my mind. While I really enjoyed the post I found that her perspective almost seemed skewed towards the acceptance of the following philosophy as proposed in this paragraph:

"Now, if Mr. MPS Specialist comes into the office to optimize your fleet–taking away your congregating point there could be some resistance. Are you happy with this change? No! Could this affect your job satisfaction and in turn your work? Yes! Are you going to riot? Well, probably not, but you get my point."

Perhaps I am just taking it the wrong way, but it almost seems as if "Mr.MPS specialist" will always be tasked with taking away said end-users congregating point and the above seems to suggest "that's just how it is."

Who says taking away the congregating point is always the right thing to do and is "Mr.MPS Specialist" always to propose such an idea? I understand that many companies will in fact take away said congregating point however, if we are going to discuss the human element in this way perhaps we should consider the fact that maybe this is not the right thing to do. Perhaps if said congregation meets in this way and job satisfaction is merely one of several positive byproducts accompanied by useful conversation within said aggregate which in turn produces benefits to the company and its customers...

Is cutting this limb off really benefiting the company?

As far as I know, this kind of thought process, one which takes into account the psychological consequences of MPS in regards to an organizations end-users is uncommon. With that being said... perhaps it shouldn't be.

I personally think that "Mr.MPS specialist's" job should not merely be a well oiled, overly mechanical process that eliminates costs without the human element associated with those costs also being taken into consideration.

People make your business what it is and people don't like being sterilized. Cutting certain costs may be akin to cutting out the human element. If the interactions at the water fountain, the coffee pot or the printer directly effect the emotions of the people who will be answering your phones, taking orders or speaking with your customers, then eliminating that organic experience may very well cost you more than it saves you in the long run. I suggest that maybe lowering the costs associated with said congregating point as apposed to eliminating it all together is something to consider.

I personally believe that if your trying to save money within your business, you may achieve the exact opposite if the only thing you focus on is money itself.

Selling or Saving?

2010-11-29T08:42:00.000-08:00

I just returned from stocking toner at a local college who's staff are customers of mine. Since returning I sent a message to the IT manager to call attention to the fact that a new color laser printer was placed outside of a computer lab that is used heavily by students...

A woman from the library informed me that said printer was being used by students to print color documents and that many of them as of late happened to be full page color prints of non-school related material such as ads, coupons and etc.

I quickly sent a message to the schools IT manager to inform him of these clicks so that he could decided what to do from here.

Color is expensive and while I could have sat back and let the clicks fly, boosting my commission for the month, I decided instead to help my customer see the possibly unnecessary expenses inherent with the location of said printer. If these variables had not been considered, cost saving actions could now be made should he choose to act on them...

My point is this...

In selling and sustaining a managed print services program, a good sales professional will always put the customers savings before their commission.

So I'll ask you this...

Is your rep focused on lining their pockets or helping you save money?

MPS, Jabooda and Barcelona

2010-11-05T08:38:00.000-07:00

Upon first reading the headline of this post you are no doubt asking yourself...

What is Jabooda?

The funny thing is that many folks in Barcelona Spain (which happens to be the location for this years European MPS conference) are probably asking themselves the same thing. (See photo above).

About 2 months ago I was asked to write a post about about guerrilla marketing for my buddy Mark Schaefer's {GROW} marketing blog (highly recommended, Mark really is a phenomenal and friendly marketing professional and his blogs community is full of equally wonderful people) which described how I used the technique of guerrilla marketing not only in my work here at Expert Laser Services in regards to my now infamous "Destroy Your Printer Contest Series" but also in regards to marketing my band Jabooda.

The article explained how a simple sticker campaign promoted through friends, fans, and street team members manifested Jabooda stickers in most of the 50 states of the USA and in a growing collection of European countries.

The stickers simply ask the question "What is Jabooda?" below which there is a url for our facebook page.

Since the article has gotten out we have had orders for stickers from Spain, Egypt and Cyprus and as you can see we are effectively making ourselves known on a global scale.

So if you are going to the conference and you happen to see a "What is Jabooda?" sticker somewhere, consider yourself in the know.

Please help cure AHC! Please Read!

2010-11-05T07:40:00.000-07:00

I am asking for help...

I am asking for any of you who read this post to please donate a second of your time to vote for a research fund from Pepsi to help find a cure for Alternating Hemiplegia of Childhood (AHC).

My little Cousin Ian struggles with this very rare and potentially dangerous disorder. With your help we can find a way to cure this disorder which specifically effects younger children.

All you have to do is go to this webpage and vote for the funding to go to this cause.

Thank you for your time.

"We're Mocking The Industy"

2010-11-04T08:44:00.000-07:00

You know how in cartoons where some character is torn between making a decision for good or bad and an angel and demon archetype would appear on one shoulder of said character while their counterpart would manifest on the other shoulder and try to sway their decisions?

Well, when I first looked at the picture in this post on Photizo's MPS insights blog that is the first thing that came to mind.

I will let you figure out which archetype I thought each of them to symbolize....

Anyway, I find that some of the folk in this industry are rather stuffy, all business types who prefer a tight corporate noose and an ocean of paper work to drown in. Granted those people get things done... With that being said I think the post referenced above speaks volumes about the fact that you can be two very important icons within your industry who work equally as hard as the previously mentioned personality and still be a goofball.

I believe in the mantra "If its not fun, why do it?" and I think the above video proves that even within the MPS industry, this philosophy can thrive.

Haza, Greg. Haza, Ken.

The Division Line

2010-10-19T06:17:00.000-07:00

Many salesmen in this industry (and most others) are just that. Salesmen. An annoying breed of well dressed double talking magicians whose sole purpose is to generate money for the corporate machine and of course, themselves. They move from prospect to prospect in a veil of smoke and mirrors which to some is rather enticing. Truth be told many of these creatures are quite good at coming off as saints while actually perpetrating a far more sinister role in reality.

There are also those who are more trustworthy and noble folks who while reflecting said positive attributes still do only one thing. Sell...

As a salesmen (or rather a "business oriented relationship development specialist") I too share in the responsibilities of selling. What separates myself and other more noble people within the craft from the big boys are the other aspects of my work which have lead to the development of my character as it pertains to my position as a salesman.

Here at Expert Laser Services our sales team has had to take on some roles that many salesmen in larger companies would not have (additional duties that many of those mentioned in the first paragraph of this post would scoff at).

Being a smaller company, each of our salesmen are tasked with setting up new accounts with toner for each and every end user, providing each printer with a cleaning and or simple maintenance with our own two hands. There are times when we have go out into the field and do monthly cleanings and maintenance for large organizations ourselves. These jobs sometimes take one or multiple days out of our time that would normally be spent on finding new customers and trying to build new relationships.

These are the kind of experiences you may be hard pressed to find within the history of salesmen who work for the "big boys" or who tread upon the earth with that certain level of ego in regards to what their responsibilities "should be".

While I do not claim to enjoy doing monthly cleanings or simple maintenance procedures, jobs which can be lengthy, at times dirty and somewhat redundant, I will say that performing such duties have helped make me a better salesman. Having to execute these tasks myself has given me a great respect for those on our team who do these jobs day in and day out and help me to communicate with our service team better. These experiences also help me to get to know my customers from the CEO to the receptionist and every end user in between, better than I would have known them otherwise.

Whether its delivering toner, removing a paper jam, cleaning a machine, replacing rollers or so on and so forth, having to take part in these responsibilities (which are shunned by the bravado of some salesmen) plays an integral part in the molding of sales professionals who really care.

Take note of where you stand, for there is an invisible division line dividing those who wish to manipulate you and or situations connected to you in a way that places prosperity not on your shoulders as the customer but on their own, their focus being on success only as it pertains to them. On the other side of this division line are those who truly want to help you, folks who will take time from the chasing of their own gains to take care of your needs. Those who will work diligently not only to feed their own success but rather to fuel yours.

Indeed, there is a division line drawn in the sand.

When it comes down to the people who are supposed to be helping you, I would ask yourself...

On which side are they standing?

Debunking The "Paperless Office" Myth

2010-10-18T04:45:00.000-07:00

On this past Saturday afternoon I read this from Ken Stewart on linkedin:

Answer Charlie's Question: "How is the MPS market growing if its goal is to reduce prints?"

To which I answered:

It's not really about reducing prints so much as it is about reducing the cost of the prints. If being a print Nazi was what MPS was about (and some MPS providers are just that to their customers end users) then this industry would be futile.

This got me thinking...

Since April I have connected with about 300 businesses. If nothing else I have been able to garner one valuable insight. Other than maybe within the context of the medical field and or folks involved with law or government offices, the paperless office is at best a myth.

Out of the 300 aforementioned businesses only one person in one of those organizations had actually made a shift to the paperless office and they still had a printer... "just in case".

I have found that even the people who like the idea of a paperless office become a bit more reserved when all of a sudden they ask for a print out from their receptionist and there is not one available because they are now "paperless".

The simple fact of the matter is that human beings who work in an office setting (sans some atypical types) have developed an emotional connection with printed documents (whether they realize it or not). I can't tell you how many people I know who print e-mails to show other folks the e-mail, which of course could have been done without the printing of said e-mail.

To illustrate the concept further I would like to point to a less office oriented form of print. Books. Unlike newspapers whose fate seems to be teetering between extinction and an existence of novelty and antiquity, books have not wavered in popularity as much despite their digital nemesis.

I propose that this is due to the emotional power that books have over people. There is a strong esoteric pleasure in the indulgence and enjoyment of the cover art, back cover description and the feeling of a book in hand. Not unlike the lost art of buying a band's album for the same reasons, the book has yet to be fully replaced by e-readers and other technological offerings and while I know there is a huge difference between a good book and a simple office memo, the latter still has a bit of a connection to the emotional power of the former.

With that being said, I say that the "paperless office" is nothing more than futurist mythology that will never be...

Although, depending upon what the future holds for our freedoms in any government I suppose the possibility of the paperless office could manifest within the context of the unsavory power structure of a dictatorship (either within a company or, God forbid... a nation).

I suppose time will tell... What do you think?

MPS And The New Paradigm

2010-09-22T11:47:00.001-07:00

I just signed an mps contract with the college mentioned in this post.

It has been 6 months since I started working with this school. Long sales cycles indeed...

The time that has elapsed from the first meeting to the signing of the contract which took place this morning was a bit frustrating and anxious at times, but shaking hands with a new customer and switching gears into building a relationship with the organization is well worth the wait.

I think what set me at ease for most of the process and what has helped me to deal with the long periods of time between the meetings, board meetings, phone calls, e-mails and correspondences with the IT manager from the school was the ability to focus on everything except the sale.

Maybe that sounds a little "anti-sales" in philosophy but I digress, thinking about the commission, the recognition or the smile that a contract would bring to my CEO's face was the last thing I thought about during the different phases of this project.

What I tried to focus on was the customers needs and getting to know some of the end users along the way, the simple pleasure of walking the grounds of the school while moving from building to building during the analysis as well as the times spent meeting with the schools IT manager, getting to know him better and understanding the needs of the school and its staff.

People are essentially what MPS is all about, at least that is what it should be about.

You may have a slick elevator pitch and all the chutzpah in the world and you may even get someone to ink a deal with you. However if all of that is the product of a focus bent on the acquiring of money, your gains will only lead to problems. Success, in the sense of building a long term relationship that will be profitable for you and for your business can and will only come from approaching the process with a spirit of passion and a drive to help other human beings.

You have to want your customers to succeed, to do better and to move forward. You have to provide them with a product and service that will help them to achieve said goals. You have to not only want this for the person who signs your contract but for everyone in their organization.

The ability to sell is no longer all that it takes to be a great salesman, not in this industry. This is managed print services and in this realm you have to be real, you have to be honest and as silly as it might sound you have to approach each and every prospect with love. I don't mean an outward pouring of sentimentality but rather an honest and true dedication and concern for every single person in the organizations that you deal with. You really have to care about how the end users are doing, what their opinions are, how they feel and sometimes what their hobbies, aspirations and life passions are. Some might look at this perspective as trivial and or useless however, these interactions are the division lines between being a corporate machine or a business composed of caring and organic human interaction. This interaction is just as important in regards to the end users and various staff members as it is in regards to the CEO, the CFO and the CIO.

Managed print services is not really about machines, document output, business process optimization, toner cartridges or anything else for that matter. It is about people and the promises we make to them. It is about being as good as our word and standing behind the principles that we project. It is about our actions and how they reflect our ability to take care of people in the way that we have promised that we will. It is about the fruit that our promises produce.

If you are going to make it in this industry you have you to be ready for long sales cycles...

You have to be open to getting to know the people, because once they sign that contract...

They are your people.

Medicinal Guerrilla Marketing?

2010-09-20T05:07:00.000-07:00

While out on a sales call this past Friday I came across a curious looking vehicle parked in the back of a PC repair shop. At first glance It looked as if it was just another local hospital ambulance however, upon further inspection it was clear that I had stumbled across an awesome marketing ploy.

I like to think of myself as a guerrilla marketing enthusiast for the technique of said art is one of my personal favorites in relation to my own marketing efforts. So I was only too excited to find that the vehicle before me was no ordinary ambulance but rather a brilliant example of guerrilla marketing. Once drawing closer I found that the ambulance was in fact an emergency vehicle...

For computers.

The PC Triage Center which happened to be the aforementioned PC repair shop actually did house calls with the old ambulance. The company logos and name being the only aspects revealing the true nature of the automobiles purpose.

And so to the creative minds at The PC Triage Center I say with great pleasure, Haza! Good Job!

A new take on "cloud printing"

2010-09-16T11:53:00.000-07:00

Destroy Your Printer 2010 RECAP

2010-09-15T12:22:00.001-07:00

In the above photo you will see "Destroy Your Printer Contest 2" winner Matt Soper of Matt Soper Marketing (right) and Dennis McCurdy (left), owner of The McCurdy Group in Sturbridge, MA. Matt Soper won this years contest with this over the top destruction of a copier as seen here:

Matt decided to give his prize of two free toner cartridges to Dennis who is a mutual customer of both Matt Soper Marketing and Expert Laser Services. Matt also chose "calling all crows" as his charity of choice for the $100 donation that was part of this years prize.

The destroy your printer contest which is now an annual staple here at Expert Laser Services has really proved to be an amazing tool for generating new business as well as acting as a catalyst to generate sales with current customers. Dennis who already does business with us was kind enough to refer me to The Law Offices of George & George, a firm located next to his office. After speaking with the receptionist at said law office I left with the afterglow of a new prospect and the enjoyable experience of meeting a new person and hopefully the start of a new relationship between our business and theirs.

It is really incredible to me how our destroy your printer contest in conjunction with our other social media efforts is proving to be so valuable to us as a mechanism which allows us to connect with new prospects and further deepen current customer relationships.

The Customers Story

2010-09-13T06:35:00.000-07:00

I recently read a post over at {grow} which was part of the community this week guest post series by a man named George Cooper. The post was about the power of story telling in relating to customers, clients, fellow employees and more importantly other human beings.

I really enjoyed the post because I relate to the idea of using story telling to build relationships with other people. Within my job as a salesman telling my own stories and listening to potential customers stories makes fertile ground for the growth of a relationship. I find that all of the folks who have signed MPS contracts or bought equipment from me reacted with almost instant positive energy when I took an honest interest in their stories and who they are as human beings.

I earnestly enjoy learning about how my customers got into the industry they work in, what their families are like, the hobbies they enjoy and the other things in life they are passionate about. Often times (though not always) the sales pitch is nothing more than a short lived quasi-necessity that is bypassed in importance by the sharing of who we are as humans in the journey of life, when speaking with a new prospect.

For example, a few weeks back I spoke with an older woman in the IT department of a local college who is a new prospect. I left the school where she works at knowing that she loved dogs, grew up on a farm and had a degree in computer science and also learned about the different schools she attended while getting her degree. Before leaving her office she showed me pictures of her dogs and spoke with me about how much she really enjoys animals, as a dog lover myself we shared a short conversation about how great dogs really are.

Walking out of the building I knew that I was already not just another "indifferent professional" to her as to how she had told me about a tech from a competing company who when asked if he could sell her a new machine replied, "that's not my job, I don't deal with that" and the negativity she felt towards said response.

Wow... Talk about a lost opportunity to connect with a customer and have a relationship as opposed to another piece of data in your excel sheets. Can you say, epic fail?

Now just this week I signed a deal with a gentleman in CT, who owns his own insurance company. From talking to him and his wife I learned that he rebuilds and races porches, is classically trained on the trumpet, likes cigars and spent ten years or so in his industry before he set out on his own. He also chose to buy a machine from me instead of the other company who had already proposed a contract and leasing plan due to the fact that "I was around". He explained to me that the other salesman simply did not show nearly as much interest in him and his business as I had and did not come around much.

Now I can't say for sure the other guy was indifferent however, I think I won the deal because I showed a genuine interest in the customers story (well, that and I work for an excellent, local company) and really expressed an interest in knowing him and the needs of his staff (some of whom I had also gotten to know through their own stories about how they got involved with the company).

What it all boils down to is that businesses are people. People don't want to be sold to and they never have. They want to connect with other folks and they want to be able to trust the folks they connect with. A sure fire way to build those relationships is to take interest in those peoples stories. Knowing that "Bob" in accounting likes his coffee black and enjoys fishing on the weekends or that "Jess" in IT loves to blog about poetry may be the truly valuable data collected from the next visit to your customers/prospects office.

Get to know your people, get to know their stories.

HP's "Reman Myths" Questionable

2010-09-10T12:37:00.000-07:00

From therecycler.com:

"HP has released a set of what it calls myths about remanufactured toner, claiming that aftermarket cartridges “end up costing you more”

See the whole recycler article here.

In HP's set of what it calls "myths about remanufactured toner" the company states the following:

"Remanufactured cartridges do not save the consumer any money because of hidden costs. According to the OEM, the cartridges “may quit working, stranding toner in the cartridge”.

“Certain non-HP cartridges are more likely to fail out of the box, fail after installation, and may leak into the printer”

“The generic toner and aftermarket replacement components can create charging issues that impact performance.”

“print quality degrades, resulting in pages that are not fit for use”

“In fact, 94 percent of remanufactured cartridges sold will ultimately be thrown away due to the remanufacturers’ preference to work with cartridges that have never been remanufactured and the unavailability of recycling for non-usable cartridges and replaced parts.”

First off I would like to explain the difference between bargain cartridges and remanufactured cartridges as pertaining to how we here at Expert Laser Services remanufacture our cartridges.

Some of you may remember the "Drill-n-Fill" debacle of the 90s. During that time period there was somewhat of a boom in the remanufacturing industry and (not unlike MPS) everyone and their cousin was doing it.

Those who wanted to get rich quick would quite literally drill a hole in an empty toner cartridge, refill it with toner, seal the hole and then re-sell the cartridge...

These cartridges always have been and will always be junk.

However a true remanufacturing company such as us use a highly sophisticated process of rebuilding the entire cartridge.

First the used cartridges are fully dismantled. Any and all moving parts are recycled and replaced with brand new OEM quality PCRs, mag roll sleeves, wiper blades, doctor blades, drums... everything is replaced with brand new parts.

The cartridge is then reassembled to OEM standards with new toner, tested multiple times and then repackaged for sale.

Below I am going to debunk these claims. (Granted you may think I am biased because we remanufacture toner cartridges here at Expert Laser Services. However if you want to challenge the integrity of our product or test HP's claim for your self, come buy a cartridge from us and if your not happy we will gladly refund your money)

"Remanufactured cartridges do not save the consumer any money because of hidden costs. According to the OEM, the cartridges “may quit working, stranding toner in the cartridge”.

HP fails to tell you that the same risk is inherent with their OEM cartridges as well. There is always a small possibility with OEMs and remans that you may get a non-working cartridge. To suggest that the issue stated above pertains only to remanufactured toner cartridges is misleading at best.

I would also go on to say that remanufactures like Expert Laser Services will make good by replacing any defective cartridge free of charge.

“Certain non-HP cartridges are more likely to fail out of the box, fail after installation, and may leak into the printer”

A simple self test will prove to any consumer the amount of truth present within the above statements. If you buy a remanufactured toner cartridge from Expert Laser Services (or multiple cartridges for that matter) and test them against the statements above you will in the very least discover that our products will not reflect those "certain non-HP cartridges" as mentioned above.

“The generic toner and aftermarket replacement components can create charging issues that impact performance.”

If one is to do a little homework and speak with their local remanufacturer they will generally find that the replacement parts are equal in quality to OEM specs. And if your local provider does not use said parts you can easily find a provider who does via the internet.

“Print quality degrades, resulting in pages that are not fit for use”

Expert Laser Services uses brand new toner powder equal to the quality you can expect from an OEM HP Toner Cartridge.

“In fact, 94 percent of remanufactured cartridges sold will ultimately be thrown away due to the remanufacturers’ preference to work with cartridges that have never been remanufactured and the unavailability of recycling for non-usable cartridges and replaced parts.”

Here at Expert Laser Services we have proven, time and again that we can remanufacture toner cartridges to OEM specs 7-8 times per cartridge. That means every one of our cartridges is able to be used from full to empty 7-8 times before the cartridge is broken down and its components are recycled.

Before you buy into the content of any press release, white paper or literature of such...

Do your homework. You may be surprised at what you find.

MPS Interview #7: Jim Lyons

2010-09-09T04:55:00.000-07:00

AIOI: What company do you work for?

Jim: I write a monthly column for the Hard Copy Observer, a publication of Lyra Research, and also cover many other news stories and analysis's for them, as a contract writer.

AIOI: How many employees does your company have?

Jim: Since I am a contractor, I am not privy to this company information (and I don’t ask).

AIOI: How long have you been involved with the printer industry?

Jim: While I joined HP in 1981, my first five years was spent on the storage side of the house. But beginning in 1986, I moved over to the LaserJet division, working there until 2005, when I jumped over to the “other side”, so next year will be my 25th anniversary of working in the printer industry.

AIOI: Which college(s) do you teach at?

Jim: I teach marketing and economics, graduate and undergrad, for the University of Phoenix, both in a local setting here at our Idaho campus, as well as in the online-only format.

AIOI: How do you personally define "Managed Print Services"?

Jim: I won’t try to compete with so many others who have come up with their own definitions, but I think that simpler is better, so the MPSA version is more than adequate (though I appreciate how your own Luke Carpentier put it, in his recent DOTC interview, about knowing what the “related business processes” thing meant!). This is not to minimize the importance of definitions and terminology -- I am a strong believer that if something can’t (or hasn’t) been defined and labeled appropriately, it won’t be going anywhere. Just the simple “MPS” moniker has gone a long way towards making the whole category real, in terms of a solidified part of the larger industry. I remember when we at HP started off with a “print-related services” idea in the late ‘90’s that suffered from its lack of clear definition.

AIOI: What do you think the future holds for the printer industry in regards to MPS?

Jim: As a participant and observer, I have mixed feelings, both about the current state and future of MPS. I have had the conviction for some time that MPS (in its “growth” stage at least) is a one-time thing, a consolidation effort that may be wringing much of the true innovation out of the business, for once and for all. All those personal printers that made their way into large organizations? Those printers were actually filling user needs, though granted at some expense. Getting (forcing) people to walk to a shared printer? Yes, that will reduce the amount of printing, but partly because it’s removed considerable end-user convenience from the equation. Printing (or anything else) flourishes when friction in the system is reduced.

I can certainly understand why vendors are scrambling to participate, and will continue to do so, but it really isn’t the type of trend where innovation flourishes, but in fact, mostly represents the contrary. The exception may be in how the actual printing of documents is being removed from the workflow, with online, electronic documents substituting for hard copy. Here’s where innovative products and services are shining, no doubt.

AIOI: Do you think MPS is being marketed effectively?

Jim: As characterized by any “land rush” trend, it is tempting by vendors and service providers to lump anything slightly related to enterprise printing and imaging under the “MPS” umbrella. Again, tempting, but it distorts what really is at the heart of the key players’ MPS initiatives. A great example are mobile and cloud-based printing solutions, an area I cover as well where I believe there is a great deal of innovation occurring. Yes, these initiatives provide value to the enterprise, involve printing, and have a services component, so, therefore, voila, they’re part of Managed Print Services! I shouldn’t be so skeptical, perhaps, but recently much of my reporting has been dis-aggregating press announcements, and separating the “wheat from the chaff” as we used to say, or “what’s truly MPS and what’s lumped in for hype value”?

I don’t want to come across as negative, and I think there are good things happening within the MPS space. It just is a mixed bag, with much of it, as previously stated, a reigning in/consolidation effort which will have a dampening effect on growth and innovation in this business I’ve been part of for 25 years.

MPS Interview #6: Harry Hecht

2010-09-01T06:17:00.000-07:00

AIOI: What company do you work for?

Harry: Buyers Laboratory Inc

AIOI: How many employees does your company have?

Harry: 55

AIOI: How do you personally define "Managed Print Services"?

Harry: Any outsourced program or service that measures and works to optimize costs associated with document creation, output and distribution on behalf of the user. I also agree totally with the MPSA definition

AIOI: How long have you been involved with Managed Print Services?

Harry: 7 years

AIOI: What benefits does your MPS program offer your customers?

Harry: I am an adviser to enterprise clients who are seeking to navigate the MPS waters. This includes: setting goals, identifying technologies, vendor selection, RFP creation, contract negotiation, implementation and ongoing fleet and program management.

AIOI: What are some of your major successes?

Harry: Many satisfied clients who engage BLI and look to us for unbiased guidance.

AIOI: Do you offer your own MPS program?

Harry: We do not actually provide, sell or implement MPS services. We are independent and work 100% on behalf of the client.

MPS Interview #5: Eddie Lederer

2010-08-23T12:36:00.000-07:00

AIOI: What company do you work for?

Eddie: I am President of Miracom Network, a Managed Print Services Software Provider, and have held that position since its inception in 1999.

AIOI: How many employees does your company have?

Eddie: Over the years, we have transition from a traditional servicing company of 57 employees to a MPS software development company of eighteen with a host of contractors; from graphic design and system architects to contract programmers.

AIOI: How do you personally define "Managed Print Services"?

Eddie: I’ve seen lots of definitions; some really good. It’s important to note that MPS is not a “one size fits all”; it means different things to different customers. With that in mind, I define MPS as a system that utilizes cost management principals to effectively deliver the management of print as a business process; a process that identifies waste and redundancy, and then seeks to offer a more streamlined and operationally efficient device management solution.

AIOI: How long have you been involved with Managed Print Services?

Eddie: I’ve been in this industry since 1986, initially as President of Compunet Business Systems Inc., a management consulting company to the print industry. With Compunet, I was involved in building out a cartridge manufacturing facility and printer service organization. Then, in January 1999, I formed MiraPrint Services, to provide print management services to corporate end users. This was a very new concept back then and only a few of us were offering these services. You may recall that 1999 was the year that the first discussions were being held about digital convergence; printers and copiers getting connected to the network and who would ultimately control the process. Seeing the need for a non invasive software solution to automate the service delivery (now called MPS), I formed Miracom Network, an MPS software and solution provider. We released our initial products to the market in 2004 which are now used by independent dealers throughout the country. These MPS tools assist dealers in the efficient management of both network and locally connected print devices. With years of industry sales and management experience from running a cartridge manufacturing and printer service organization, to the development of a strategic MPS software application, I’m pretty familiar with the MPS landscape. Feel free to contact me at elederer@miracomnetwork.com if you’d like to talk shop.

AIOI: What benefits does your MPS program offer your customers?

Eddie: Our application breaks down into 5 main categories – Remote management – Device management – Data Management – Service Management – and Service Network – all of these are then integrated into an end to end MPS software offering. This system design provides our dealers with geographic reach, and an integrated national service network. Our embedded Service Directory is designed to link service providers (dealers) together across the country so that they can control service delivery while competing nationally. The key here is complete control of all outsourced functions.

Miracom also offers back end management for those that are looking to turn-key the entire process while still maintaining decision making control over what toner, parts, or service vendors they prefer using to service their customers. And they can take the entire process back in house whenever they are ready; whenever it makes economical sense…this is their MPS business…not ours! Complete flexibility AND unlike many other rebadged solutions in the market, Miracom has developed and owns 100% of the code.

AIOI: What are some of your major successes?

Eddie: Our largest successes comes from helping to transition traditional printer and copier companies into Hybrid dealers and position them to compete on a national level. MPS is about meeting the operational needs of the device, based on contract terms and promised deliverables. Across a fleet of managed devices, it’s all about ticket and service call management; increasing tech to call ratios; "how many devices can one tech manage". Whether you’re providing in-house service management or out-sourcing that function, the dealer must be able to drive operational efficiencies or put another way; the software must go far beyond MIB capture and deliver operational efficiency opportunities to the dealer. Nobody delivers that better than Miracom.

AIOI: What separates your MPS program from your competitors?

Eddie: Miracom offers a truly agnostic managed print solution for the independent Service Provider. With no ties to OEM's, toner or supply vendors, the Miracom Solution can be whatever a dealer needs it to be. From simple meter reads and toner levels, to a complete solution, including ticketing, Miracom can provide it. If a dealer is thinking about getting into managed print but doesn’t have a service division, they can tap into our Global Service Directory for Service Providers across the country and monitor the progress of tickets they assign to them, seamlessly.

We have truly developed the most sophisticated application for the Managed Print Services (MPS) Industry. And while Miracom’s system scales to meet the needs of any size organization, its system design was developed with an eye towards the needs of the independent dealer and their leveraged ability to compete and expand past their local market.

The Miracom Solution allows the independent printer and copier dealer the ability to remotely manage distributed print devices throughout the country; eliminating any barriers to geographic reach. And everyone that signs up to Miracom’s MPS Solution will have the option of listing their company in the Service Directory thus becoming part of a Global Service Network. This truly is an industry MPS solution; one that keeps the dealer in control and allows them to leverage a solution that can support their sales efforts and position them to compete with the "big boys".

Ants in your scanner?

2010-08-16T08:20:00.000-07:00

So this guy put an ants nest inside his scanner and scanned the tiny beasts work once every Friday for five years.

When you you need a new scanner, just shoot me an e-mail bud...

Office Depot swindles Washington State Taxpayers

2010-08-13T06:51:00.000-07:00

According to therecycler.com

"An audit has found that global office supplies company Office Depot overcharged Washington State taxpayers $306,017 over three months of office supplies.

The Washington State Auditor’s Office investigated sales of office supplies including print supplies, pens, and paper to the Department of General Administration between July and September in 2009.

The audit found that the Department had been consistently charged more than the agreed prices for supplies in the investigated period, as well as being overcharged on shipping costs."

See the whole article here.

Once again I must ask, would you buy an MPS program from a company like this?

Have you "Hurd" about HP Japan?

2010-08-12T13:30:00.002-07:00

From therecycler.com

"The article said that the Tokyo Regional Taxation Bureau found that HP failed to declare JPY 47 billion (£349 million) between October 2004 and 2006.

According to the Ashai, HP Japan pays over JPY 20 billion for administrative costs to its US parent branch, which tax authorities said should not have been claimed under expenses."

See the whole article here.

With shady tax dealings in Japan and former CEO Mark Hurds strange "not exactly" sexual harasement situation you have to wonder, what is up with HP lately?

Perhaps the problem is within HP's less than stellar Marketing efforts...

From Death of the Copier

"I've said it before, HP is great at making really cool things, but marketing, not so much.

A quote from Ellison,

"...The H-P Board just made the worst personnel decision since the idiots on the Apple board fired Steve Jobs many years ago. That decision nearly destroyed Apple and would have if Steve hadn’t come back and saved them. H-P had a long list of failed CEOs until they hired Mark who has spent the last five years doing a brilliant job reviving H-P to its former greatness..."

Agreed.

If there are any doubts, Ellison crystallizes with this,

"...Publishing known false sexual harassment claims is not good corporate governance; its cowardly corporate political correctness. Those six directors caused H-P to lose a nearly irreplaceable CEO. Those six directors who voted against Mark can try hard to hide behind a claim of “good corporate governance” but their decision has already cost H-P shareholders over $10 billion … and my guess it’s going to cost them a lot more..."

Read the whole article here.

I am honestly wondering when HP's Reality TV show will go into production. Perhaps they could get Ben Stein to Host it...

Destroy Your Printer Contest 2 Winner!

2010-08-09T08:20:00.000-07:00

The winner of our second annual "Destroy Your Printer Contest" is Matt Soper of Matt Soper Marketing. Matt is an independent marketing professional from Brookfield, MA.

Matt has decided to give his toner cartridges to one of his customers, Dennis Mccurdy of Mccurdy Insurance. In addition, Matt has selected "Calling all Crows" as his charity of choice for the additional $100 prize.

Congratulations Matt!

Vacation Bound

2010-07-30T04:45:00.000-07:00

Well friends, I will be off next week and will most likely not be posting to the blog (but you never know). Just an FYI.

How a copier works...

2010-07-21T05:51:00.000-07:00

Ontario to hire "Printer Police"

2010-07-15T07:55:00.000-07:00

Protecting the community from toner bandits and copier salesmen...

According to therecycler.com:

"According to local paper The Hamilton Spectator, the employee would help the city save up to $700,000 a year in printing costs.

The employee would be required to control printer purchases, make sure staff use duplex printing and only print in colour when necessary.

The position was reportedly recommended in a report to city councillors outlining a five-year, $6 million printing contract with Ricoh."

Man, you think mall cops get made fun of? This guy is going to be the laughing stock of Ontario...

"Freeze! Drop your toner!"

"You there! Stop that single sided printing or I'll Shoot!!"

"Refrain from using color in that document or you will be tazzed!"

"Sir, do you know how fast you were printing? Try to keep it under 20 ppm next time..."

You can't make this stuff up.

MPS has a touch of grey

2010-07-13T06:13:00.000-07:00

Yesterday I read a post at DOTC about elements of Bruce Springsteens career as an allegory for the future of managed print services.

A great read indeed however, I must offer my own perspective on musical metaphors in regards to MPS and I believe that the Grateful Dead as a whole make the perfect allegory for managed print services past, present and future.

Trust me this will not be as abstract as you may think...

In many ways the early years of managed print services reflect those of the Grateful Dead (at least from a business standpoint). Only a handful of dedicated folks knew of the band and expressed a true passion for the group and their music. This is comparable to the early years of MPS circa 1989. No one was doing MPS then right? Wrong! Printelligent claims working in MPS then and the following year our CEO Luke Carpentier signed his first managed print services contract.

For 15+ years this industry was owned by small companies around the country who pioneered managed print services, their customers a small yet dedicated base of people who could see something special about managing their document output in this way. In this sense, not unlike the dead heads, they were doing things differently and for some this provided the sense that "we have something special".

MPS was for a time, a grass roots movement. While our industry was not built on trading free live recordings of a band in the way which the Grateful Dead accrued their growing fan base, folks like our founder had been offering his products door to door, one customer at a time, getting them to "turn on" to his program by spoiling his customers with the best service and products to the extent that referrals from his current customers started to generate new customers. In many ways these two "sales" tactics are the same.

Give your followers, or customers rather, a reason to tell others about what you have to offer and why it is awesome. If what you have to offer is truly awesome, then it will start to sell itself.

(And that way you won't have to get Ben Stein to try and sell your products for you)

For a long time the glory days ruled the scene in respect to both managed print services and the Grateful Dead. However, when a scene gets to big, it gets bad and problems occur. While drug addiction and serious health problems won't be the downfall of many MPS outfits as they have been for the band, sudden and unexpected growth in the amount of supposed "MPS experts" will be the demise of those who only see the potential yet lack the ability to achieve the goals needed to make an MPS practice profitable for the provider and valuable to the customer.

When the Grateful Dead had a random super hit in their 1987 single "Touch of Grey" their fan base exploded to a size of great and weary proportions, forcing the band to move from playing amphitheaters and venues of that size to performing in football stadiums. From a financial point of view this may seem like a good thing and yet this sudden growth separated the band from its fans physically (as to how the stages in the stadiums had to be so massive for various reasons, there was a much grater distance between the first rows and the band) and for some, emotionally.

In a similar way it seemed like come 2008-2009 everyone from the big boys such as Ikon, Canon, HP, etc. to Staples and Office Depot (meh!) to copier salesmen to grandma Elly and cousin Roy had decided that getting in to MPS was "the thing to do".

Now that sounds good doesn't it? A get rich quick scheme that might actually work!? Great, we will send our sales team to Vegas for a week and when they get back we will be "experts" in managed print services...

Now who really gets hurt in this situation? The real managed print services providers who have been in the trenches for 20 plus years? Sure, but the real shame is that there will be good honest people out their who sign contracts with these inexperienced and uneducated fools. So while sub-par MPS "experts" line their pockets and true MPS providers slam their fists on their desk in frustration, the most important people in the equation are at the greatest risk of being screwed.

Sounds bad I know, however...

On August 9, 1995, at 4:23 AM Jerry Garcia died of a heart attack due to complications with drugs, sleep apnea and weight problems. While this was the saddest and most miserable moment in the history of the Grateful Dead Jerry's Death forced the band and the fans into a much needed break that would dismantle the scene for a time, alowing for some to find healing, and recovery and also for many to find jobs... ( I have met doctors, lawyers, professors and many other highly educated and successful dead heads who in their younger years had been just as wild as many who had taken the road to destruction via trying to make the party last forever which for many, leads to a fate similar to that of Garcia)

Since Jerry's Death the remaining band members have reunited in multiple emanations of the original lineup and have also spurred their own bands and subgroups that have and will continue to carry the positive and beautiful aspect of the group (namely the music) onward through multiple generations.

In the same way many in the managed print services industry will hit hard times. They will crash and burn. They will fail. Hopefully some of them learn a lesson. On the flip side of the coin, this difficult yet necessary refining process will leave behind the tried and true. The best that the industry has to offer. The true "managed print services experts".

And despite all the bad, in the end, the good will go on. Sure, things may never be the same as the glory days, the early years, those magic times when it was all new and only a select few knew what amazing things would come, but as any mature individual knows, change is the only constant.

We will get by, we will survive!

Josh said...

2010-07-13T06:09:00.000-07:00

After going over some older posts at a few of my favorite industry blogs I stumbled over Greg Walters "Managed Print Services Conference 2010, The DOTC Take Aways: Impressive" post over at DOTC.

Even after the second reading I must say, I really enjoyed this post. As usual it was relevant and had some great humor in it.

Reading this line from the article about the possibilities at the 2011 MPSCon "imagine a sea of Leopard Headbands...glorious, simply, glorious." I couldn't help but think the only thing that would make this scenario better would be to see such a crowed getting down to a live version of "Why can't you fix my printer" performed by the Expert Laser Services MPS all star band.

I also loved this quote from Greg: "I am rough on copier peeps, because I once was one. Ok, well I am one, you can never really get out, once you're in. It's like the Mafia, which never existed, by the way."

Ha!

And while the there was a lot more excellent perspective on MPSCon 2010 as well as numerous other tasty bits to this piece, I would say that this comment from "Josh" was the highlight of my reading experience in regards to this post,

Josh said...

It is still interesting to me that 50% of the presentations had the old "The customer hides printers under their desk" story.

My personal takeaway from the conference, from an end user perspective: I got to see glimpses behind the curtain of how this service is offered and sold; the things that are sometimes exploited, and how the ones doing it right can shine, even amongst a ballroom full of industry experts.

Emphasis mine.

Haza, Josh... Haza.

Office Depot drops the ball

2010-07-13T06:06:00.000-07:00

From therecycler.com see the quotes below...

"Office Depot has agreed to a $4.5 million settlement with Florida Attorney General (AG) over allegations Office Depot overcharged government agencies"

"The supplier allegedly switched certain local government agencies and private non-profit organizations in Florida to a different pricing plan without letting them know, potentially resulting in higher prices."

Just a heads up for anyone considering buying their "MPS in a box" offering.

Dell enters hall of shame

2010-07-13T06:02:00.000-07:00

Does being a "big boy" give you the right to be a bully? Dell seems to think so...

According to this article from the recycler.com Dell has been placed in The Forum of Private Business's late payment Hall of Shame after the company extended the time it takes to pay suppliers by 15 days.

Below is an excerpt from the article.

Forum spokesman Phil McCabe said: “Small businesses continue to suffer from the blight of late payment, which devastates cash flow and forces firms into administration. Companies like Dell have a responsibility to pay promptly – failure to do so can mean the whole supply chain seizes up.

“When they receive a letter like this, smaller suppliers have no choice but to agree and stay silent. There is little room for bargaining. For the sake of small businesses and the economy the new government must prioritize tackling the culture of poor payment, addressing the bullyboy behavior of these bigger companies.

“In the meantime we will continue to give small firms a voice by holding them to account publicly in our late payment Hall of Shame."

Here's to those who fight for the little guys!

Green without Green

2010-07-13T05:58:00.000-07:00

I recently re-read Ken Stewart's What Is Process Black and Green All Over? Your MPS Message Better Be! post over at MPS insights and while I would love to believe he is spot on I can not help but feel that he is not. While I pride myself as being an employee here at Expert Laser Services which is very much a green MPS provider, to take some of the assumptions of this post as actual possibilities seems more akin to that of a pipe dream than anything else, at least at this point in time.

Part of Kens post reads:

"If the enterprise generally leads the SMB market in business trends, get ready for your customers to begin requiring line items be included in proposals offering how your offerings will reduce their carbon footprint or impact their carbon footprint."

Emphasis mine.

Please take notice of the text in black italics...

You would think that in this day and age where "going-green" has become so popular both due to the fact that its trendy yet also seemingly important enough in the minds of so many that this prediction would be true. However, do you honestly think that if said company requested the above information that said company would sign a contract with the green MPS provider if there was a less green MPS option with another provider who offered greater cost savings than the greener company?

In a perfect world maybe, but lets face it, this is not that world. As much as I would love to see companies go for the green plan, I would bet that many will not. The simple fact remains, the only green that really matters in the corporate world is cold hard cash. Sure if an MPS provider offers a plan with greater savings and it happens to be green then great, looks good on the press release.

Here in the real world, places like Guiyu China exemplify greed masked by the supposed nobility of being earth friendly which all to often is merely an elaborate and well played production of green washing used to make a corporate entity appear green, when in fact said corporations true colors more than likely resemble those of blood and oil.

Seem a little grim? Well it is. While not all companies are fiends in that respect it would be silly to think that even the majority of the best companies out there would opt for the greener option if it was the more expensive of several other possible MPS plans.

The truth may be hard to swallow but facing it and digesting it is the only way to utilize truth as a tool to make things better than they are or rather better than the reality behind the veil.

If we as a race are ever truly going to "go green" it will be when the majority chooses to sacrifice dollars for the greater good of the earth. Until then, going green will remain in the realm of propaganda and lies.

Lego Printer?

2010-07-13T05:52:00.000-07:00

MPS Interview #4: DOTC

2010-07-13T05:49:00.001-07:00

AIOI: What company do you work for?

DOTC: Death Of The Copier - one of the premier niche publications in the world.

AIOI: How many employees does your company have?

DOTC: We currently employ millions.

AIOI: How do you personally define Managed Print Services?

DOTC: Anything and everything the person on the other side of the desk says that it is.

AIOI: How long have you been involved with Managed Print Services?

DOTC: Its not the age, its the mileage. Let's just say, I have been in MPS longer than Staples has.

AIOI: What benefits does your MPS program offer your customers?

DOTC: We at DOTC try to tell it like it is, we may not always be correct, but we don't care.

Also, most people in our industry/niche are some of the most dynamic and fun folks to work with or be around - so why can't we show this off to those outside the industry?

Do we really need to be so...bland?

Copier nerds? Yes! Toner-dudes? Of course! MPS Geeks? Sure, why not? Belly up and share some stories.

In addition to the blog, we assist dealers, new MPS practices and individual Selling Professionals in "translating the corporate dogma" being spewed from consultants and the "big boys". We boil down or negate the propaganda, for the Selling Professional.

The Death Of The Copier, currently, has no "sponsor" - I don't advertise or engage Infotrends, so it is unlikely that you will ever see, "DOTC" in the upper right Quadrant. So, I can afford to be a rogue, a provocateur as you will. Suits me just fine.

AIOI: What are some of your major successes?

DOTC: Ok, now we get serious.

I have had the honor to advise an MPS selling team at a dealership, somewhere in the south - this client, who shall remain nameless, engaged me (yes, a check was made out to "The Death of the Copier) to simply "talk" about my successes and my failures in MPS - he wanted to get a real, from the trenches, no bullsh*t view of MPS. He had been a paying customer for some of the more well known copier consultants.

After talking for a couple of weeks, we moved to 1:1's with the selling staff.

Here's where the success comes in, during one discussion, I was able to pontificate and advise this selling professional on one specific account. I told them what I would do in that situation.

Well, I'll be damned if they didn't take my advice, say what I said to say in the way I said to say it, resulting in a close, a sale. I was stunned, flabbergasted, proud.

To me, this is the greatest success in the world. I know now how the consultants must feel or at least had felt back in the beginning.

It is weirdly fulfilling to have somebody take your advice and see results in the form of dollars, because they did what you recommended.

AIOI: What separates your MPS program from your competitors?

DOTC: In many ways, I have few, if any, competitors.

My uniqueness is my history: I started selling B2B solutions, accounting systems, back when the AT was still a viable device, when Epson 24-pins where all the rage and connected via parallel ports. I was in that niche for nearly 7-8 years.

I have sold uniforms, excuse me, I mean, Corporate Identity Programs and AFLAC insurance, excuse me again, I mean, pre-tax, self-funded employee benefit programs; again, all B2B.

Add to this my stints in the Office Equipment Industry, sprinkle in a little, Detroit smart-ass and viola!

In the end, my true "competitor" is Time.

MPS is a NASA Crawler

2010-07-13T05:42:00.001-07:00

From the MPSA website:

"Why is moving to selling Managed Print Services (MPS) such a challenge for so many? Of course if it were as simple as adding a new product or service to your existing portfolio of offerings, it would be significantly easier. However, it’s more than adding another product or trying a new sales approach. Moving to an MPS model is really a significant change to what you sell and how your business operates. It entails moving from hardware sales to selling professional service contracts, which in turn, affects product, cash flow, sales, operations and customer relationships. It’s a big change."

The red text above speaks volumes about the assumptions many would-be MPS providers have made. For a while now I have been talking about the "mps bandwagon" which, is a myth in and of itself.

There is no bandwagon...

If MPS is comparable to any vehicle it would be the NASA Crawler. The NASA Crawler (pictured above) is a gigantic, slow moving tank like transportation device. It is the vehicle that moves rocket ships into place for take off.

In many ways MPS is (in a metaphorical sense) comparable to the NASA Crawler. People who think they are just going to launch there own MPS program because the iron is hot and it seems like "the thing to do" are in effect deciding to build and man a crawler, mistakenly thinking that it will be a simple, cookie cutter process... enter the bandwagon....

CRUNCH! What was that?

That is the MPS crawler crushing your presumptions.

For those who have been in the trenches of MPS since the early 1990's MPS is not a challenge. However, that is because it has been developed for years through trial an error by companies like Expert Laser Services, Printelligent, and other industry veterans that have in effect, created and evolved MPS to what it is today.

It took a while, the crawler moved slowly, one contract at a time. Until finally the launchpad was ready...

5...4...3...2...1... BLASTOFF! < Getting to this point does not come from adding another product or trying a new sales approach.

While there is a wealth of knowledge about MPS and organizations like the MPSA and the Photizo Group to help those who are serious about entering this industry reach their goals, the process is still a major commitment. MPS is not a fad, it is not easy. You can not go to Vegas for a week long seminar and expect to return as an MPS professional.

As we move further into the future the trenches will reveal who the real MPS providers are.

If you are considering signing a contract with an MPS provider, once again I implore you, do your homework and ask yourself, does your provider drive a wagon or a crawler?

MLS - Managed Laundry Services?

2010-07-13T05:38:00.000-07:00

Yep...

Managed services are everywhere...

A few months back, midway through the second stage of an analysis for a local college, the IT guy and I stopped to engage in a short conversation about the MPS program that my company would be implementing at the school with a lady from the library.

Much to my surprise, about halfway through the conversation a parallel was drawn between our MPS program and the way that the school plans on managing it's... laundry?

Yes, indeed.

The school plans on implementing what I refer to as an MLS plan.

All service, supplies and repairs are included in the cost of the plan with a fix it or replace it guarantee (whoa, deja' vu).

The company (of which the name the IT guy did not know) will provide the machines to the school all of which will be under contract with a CPL "cost per load" plan. Monthly visits from washer and dryer techs will ensure all machines are running at optimum performance levels and will undergo repairs or cleanings when necessary.

As mentioned earlier all soaps, powders, dryer sheets and additional supplies are included in the price of the plan.

Students will be prompted to buy a "laundry pass" which will save them money on their weekly laundry should they choose to do their laundry on campus, while any profits will either be funneled back into the MLS plan or go to benefit other campus needs.

Haza.

Think about the people

2010-07-13T05:28:00.000-07:00

As many of you know, I have a certain level of contempt for the bloating of the managed print services industry. Or rather the level of non-experts who insist upon hijacking the bandwagon and riding the coattails of folks like us, which from my point of view dilutes the professionalism and elegance of a once respectable niche market. Adding to the frustration of this situation is the fact that the "big boys" speak of expertise and flaunt global accounts with flashy marketing schemes which for all intent and purpose are grandiose collectives of smoke and mirrors. There is more (snake) oil in this industry than there is in the gulf of Mexico.

While organizations such as the MPSA and the Photizo group are reflections of the finer points and honorable aspects of the industry, neither of these groups speak of these hard truths. While this is to be expected for obvious reasons, one has to consider the dynamics within the realm of managed print services and report on both the light and the dark sides of this industry.

Managed Print Services is at once an honorable industry with virtually unlimited potential while also serving as a catalyst for the darkest depths of depravity in regards to the filth of commodity which for some, will serve as nothing more than a tool for self righteous financial indulgence.

We must ask ourselves

Is being a giant corporation with a "now offering MPS" marketing ploy enough to make you an expert?

Will the customers who get burned by the "used car salesmen" of the industry spew hate for MPS as a whole?

Will they give the real experts a chance after such an ordeal?

Will MPS carry the same debonair after the wheat is separated from the chaff?

Who knows. Maybe the bullsh*t wont hurt the industry all that much and after its shoveled and removed everyone will forget about it right?

Customers who signed multiple year contracts swayed by the promise of savings falling from the lips of well dressed men, only to find out that had they dug a little deeper and had they looked past the buzz words and green wash that they could have done business with a real expert apposed to a magician with well rehearsed lines of double talk...

The most import people in managed print services are the customers.

The customers.

These are the people who matter the most.

And these are the folks who are going to get burned by these "MPS experts".

Yeah sure you may end up feeling bad for the guy who spent a month in Vegas gearing up for a long succesful career in MPS only to crash and burn. But think about all the hard working people in the companies he was supposed to be helping. When a customer signs that contract they believe that you are going to save them money and on some levels provide them with a sense of security. They believe that their business is going to be better because they choose you to be their provider.

So before you hotshots latch on to the bandwagon, think about the customers. Think about the people.

Truth and Toner

2010-07-12T10:02:00.000-07:00

A couple months back I posted an article by guest blogger Amanda Brand of the Go-Green N' Save Blog about the fate of e-waste, notably toner cartridges. The article which cast light upon one dark area of the "green movement" was educational and indeed, a good pitch at potential customers why they should switch to re-manufactured toner cartridges over OEM. The post hit hard showcasing the sad truth that many recycling companies choose to sell toner cartridges and other such e-waste to Chinese "recyclers". In all honesty much of this waste ends up in the streets, rivers, and virtually any open space in the town of Guiyu, China (and other similar communities around the world). Children play upon heaps of old computers, broken monitors, circuit boards, wires, toner cartridges and a whole universe of junk technology. Fires spewing black smoke into the air burning away plastic so that folks can sell the precious metals inside for whatever they can get fill the air with toxic fumes.

As a marketing professional it was a no-brainer. Like a hungry journalist I jumped at the opportunity to not only help Amanda get an audience for her post through our blog, something which in theory would benefit us both (she was kind enough to return the favor and post one of my articles with links on her blog) but also to use this information to hopefully capture new customers for our own line of re-manufactured toner cartridges which at the end of their life are fully recycled here in the USA at our own plant in Southbridge, MA.

In that respect I realize that marketing and advertising is not unlike sorcery in many ways. We are paid to combine colors and symbolic images into ads, videos and or other such mediums with the intent to manifest emotional reactions from people that will aid in our quest to get them to buy our products. I am fortunate to work for a company like Expert Laser Services who actually provides a green product that not only saves our customers money, but when the product fully loses its use and profitability, it is in fact fully recycled and the fate of such waste is guaranteed not to be Guiyu, China or for that matter, the landfill in your community. This can not be said for all companies and I would advise you to be weary of messages that make you feel warm and fuzzy and also be sure to check out the company behind any slick marketing piece.

With that being said I would implore you to please do your homework. Many companies talk the good talk but only in the spirit of financial gain. A little digging may help you have a clear conscience when it comes to your own actions in regards to what you do with that spent cartridge, cell phone, computer etc. Sure, the small town of Guiyu, China is a world away, but if it was your child playing in a heap broken metal, plastic and glass surely you would think twice about who you give your e-waste to. A little poking around, a phone call, and a quick web search may help you find a recycler who can truly stand upon the integrity they claim to have.

MPS Interview #3: Greg Walters

2010-07-12T09:55:00.001-07:00

AIOI: What company do you work for?

Greg: SIGMAnet - one of the larger, west coast IT services provider.

AIOI: How many employees does your company have?

Greg: We currently employ 100+

AIOI: How do you personally define Managed Print Services?

Greg: MPS is any process designed and implemented to reduce costs associated with moving, creating, storing and presenting information.

AIOI: How long have you been involved with Managed Print Services?

Greg: Technically since 2007. But I have been in the copier industry since 1999. Starting with Oce, through Panasonic and finally served three years at IKON. Going way back, I started working with clients in 1989, Selling B2B accounting software(AccPac, Timberline, Great Plains, Solomon, etc.)

AIOI: What benefits does your MPS program offer your customers?

Greg: My MPS Engagements bring all the benefits associated with Stage 1 and 2 of the MPS process.

We are fairly deep into a partnership with our distributor when sourcing and fulfilling supplies. I have a team of technicians and we specifically work with "HP houses", which are not that difficult to find.

We are certified up to Edgeline and we run all of our MPS on CPI agreements; B/W we typically sell at 0.0120. Not the cheapest, but we aren't the cheapest and all our supplies are OEM.

Additionally, I can work directly with IT for all their needs - from servers to storage to staffing. This is a major competitive advantage when working with IT-types- I have people who speak their language. What is more intriguing, even if I never engage a MPS client for their traditional, IT needs, the simple reason that I CAN gives me instant credibility.

Also, we are not afraid to work with any manufacturer, vendor or dealer. For example, when one of my client's true, output requirements(as determined by me) dictated a machine that I would not supply, my Partnership with the client allowed me to manage spec'ing the unit, and managing the RFP process.

I worked the copier guy.

An interesting spin, wouldn't you say?

AIOI: What are some of your major successes?

Greg: Successes are all over the board - I have saved a company $1,000.00 per month, not that much, but 12k to this small business was greatly appreciated.

I am currently 12 months into a 36 month project, we have currently reduced their hard cost by $500,000.00; my replacement ratio right now is 1:5, for every machine I place, I remove 5 other devices.

I have advised prospect and client alike on the ways of copier leases - sometimes resulting in a new equipment placement, sometimes not.

As a result of our assessment, I have helped many clients evaluate and re-align their oversight and internal accounts payable process.

AIOI: What separates your MPS program from your competitors?

Greg: This goes back to the IT Services - when I walk through the door, I am not a copier dealer, I am not a toner supplier, I am not simply a laser printer service company, to the prospect I can be much, much more.

Death of the definition?

2010-07-12T09:51:00.001-07:00

I sure hope so...

The once worthy quest of defining managed print services has become at best a caricature of itself and at worst a gimmick.

MPS Insights had this to say about such ambitions:

"MPS is complex as a product, including hardware, services, software and consulting. Since it is new for (nearly) everybody, there has been a fair amount of discussion regarding the proper definition of the term. And just to compound the issue, a player with a printer background will have a different view of the world and a different view of the MPS industry and products than a player with an MFP (or consumables, or service, or . . .) background."

and a bit later in the same article noted:

"New participants are joining the industry all the time: vendors, channel partners and clients. While the discussion is no longer new for us, it is certainly new (and highly relevant) for them."

"There are a lot of alpha animals in this industry. Rather than adopting somebody else’s definition and methodology, many feel compelled to develop, promote and defend their own version."

The above quotes seem to suggest that there will never be an accepted definition of MPS for all people within the industry as a whole...

And why should there be?

Lets face it, because of the egos involved there will never be "the" definition of MPS. Everyone wants to be the best. There are the alpha animals and those who want to be the alpha animals and as long as there are at least 2 managed print services programs owned by different companies there will always be disagreements about what managed print services definition is.

It would also seem that most of us are aware of this truth and yet new blog posts speaking of "this guys" definition of managed print services surface almost daily. Why is this? Can't find something better to blog about? Is there enjoyment in beating a dead horse?

What ever the reason, I would hope that this parlor trick of a topic disappears soon...

MPS (Marriage Print Services)

2010-07-12T09:14:00.000-07:00

Today I read Ken Stewart's "4 Pillars of your managed print services program" post from the MPS Insights blog.

In the article Ken suggests that the client/provider relationship should be one of a symbiotic nature. The kind of relationship where each entity involved receives something positive for their presence within said relationship.

I think Ken is on to something here and overall I thought his article was great...

I would however like to take things a step further and suggest that the best client/provider relationships should be (in a metaphorical sense) not unlike a marriage.

In his article Ken hit the nail on the head in saying:

"While this is not entirely an unpredictable thought-track, managed services at their core have a “win-win” endgame at heart; both the provider and client must share in the success while both understand that they must also sacrifice some in order to maximally benefit from the relationship." (emphasis mine)

The above statement is in many ways the key to a successful marriage and in the same way is also the key to any great relationship.

In today's society you see a lot of "hook-ups", messy marriages and divorces. This is largely due to the fact that often times people enter into a relationship with their focus being on what they want or rather what they expect from the other person involved.

This kind of selfishness may lead to initial gains for one or even both parties involved however, it will also almost certainly lead to a problematic future.

I am sure by now you have come to expect this warning in my posts however like the wiser parents who have gone before their children I must advise the clients out there...

Do. Your. Homework.

If you don't take the time to really dig into the MPS offerings out there and decide to just go with what feels right in the moment or pick the MPS plan with the most bells and whistles, you may very well find yourself locked into a multiple year contract (or shall well say marriage) with no option for divorce until you suffer through the experience and reach said contracts end.

Indeed there are MPS providers out there who truly want to help the customer. Folks who earnestly have the desire to make a living by truly helping you to save money, get the most out of your equipment and help you to reduce your impact on the earth.

With that being said there is no denying that there are those who want to sell you machines, sell you a "plan", get your signature and then move on to the next score.

This scenario sucks, but we all know this is the truth.

So how do you find an experienced MPS provider who is one of the "good guys"?

Do. Your. Homework.

Compare at least a few of the offerings out there. Speak with those organizations "MPS experts", talk with other business owners who are on contact with these companies and see what they have to say about their providers.

"Ask and it will be given to you; seek and you will find; knock and the door will be opened to you. For everyone who asks receives; those who seek will find; and to those who knock, the door will be opened." (Matthew 7:7-8)

Sometimes the truth is simple.

MPS, This ain't boxes or bullsh*t

2010-07-12T09:10:00.000-07:00

Adapt or Die!

Ed Crowley's insight is alive and well and all to real. In many ways this decree boils with the poignant perspective that selling MPS is not like selling boxes, bullsh*t or anything else for that matter.

Selling MPS is different from selling anything else. It is from my perspective... cake. A bold statment indeed, but I have been marketing MPS for almost 4 years now, for a company that has been doing MPS for about 20 years. For many others though, it is nothing short of advanced alchemy and most of the newbies will find that making gold is better left to the Issac Newton's of the industry.

On our sales team we have a core three guys who have made the grade and seem to be in it for the long haul. Aside from them we have had other salesmen come and go. Some managed to sell machines even in this climate and were able to capture some contract customers as well. Some however simply did not get the true nature of selling managed print services and while they had a good track record in regards to "selling" in general, MPS proved to be a confusing animal.

So when we had to let go of one sales guy (let's call him Andrew) for the simple fact that he was not selling to the required extent, I offered to pick up some of the slack and work as a salesman in addition to continuing in my marketing roll.

Having cut my teeth in all the different areas of the company I felt I knew what our program was about and figured that I could do this. I have been in sales less than month and I must admit my first prospect is a lesson to those salesmen out there who think they know how to sell MPS.

On the first day of cold calling I hit a local college. From the gatekeeper I was transferred to the IT guy who happened to be a friend from grade school (let's call him Dave). After throwing out my pitch he said yeah that sounds great...

going on he replied:

"Actually I think we started this process with someone else from your company a while ago and nothing came from it"

Hmm... Ok.

With that I told him I would look into it and would be in touch. Upon hanging up the phone I searched for about a minute in our archives and sure enough there was a contract proposal with all the info laid out ready to go.

I found this to be odd...

Calling Dave back I set up an appointment and met with Dave in his office and laid out how our program could save him money.

Dave's response was something like this...

"Wow, that sounds great... Oh you do that? Great! I would love to get that off my plate! This sounds excellent! Let's get the ball rolling!

(Additionally, Dave said a friend of his who does IT for another customer of ours had called him and raved about our product, so Dave had already felt good about us before Andrew or I had even walked in the door!)

So we set dates for a free 30 day analysis which will come to a close next Thursday, at which point I asked, so... do you recall what happened with Andrew? Any idea why we are not already doing business?

Dave replied well, he came and did the analysis with some USB device and then sent me the proposal that was the last I heard of him...

Wow...

So if you don't already get the picture let me lay it out for you.

Andrew came to the school, stuck a USB key into a computer and got page counts for the 16 networked printers, wrote up and e-mailed an MPS contract proposal to Dave and waited for the sale to go down...

Let me say this again,

"Selling MPS is not like selling boxes, bullsh*t or anything else for that matter."

While doing my "old school" analysis (walking to each and every printer) I found out that the school has upwards of 50 printers (of only 16 which are networked) of varying sizes and output. If Andrew had gotten lucky and Dave had been the one to instigate a phone call to move forward and the deal had closed, we would have only been managing 16 of the 50 printers at the school.

WTF!

Dave was not only into the program and excited about it as a potential contract customer but was open to giving his time to show me around the campus so that I could do an in-depth analysis of their printer fleet. Further more not only is Dave excited about the program but he could see the value right off the bat and when asked about any hoop jumping in getting the contract through the CFO and onto the finalization process he replied "Eh, I have the same amount of clout here, if I say we should do this you will get a signature asap..."

Let this be a lesson to you would be MPS salesmen.

"Selling MPS is not like selling boxes, bullsh*t or anything else for that matter."

Destroy your printer contest 2

2010-07-12T08:56:00.000-07:00

I am pleased to announce the Expert Laser Services Destroy Your Printer Video Contest II

This years contest is sure to be epic...

We ask that you make a creative, fun and humorous video of you and your cohorts destroying one of the following: Inkjet Printer, Laser Printer, Copier or Fax/MFP. Then upload the video to youtube and send me the url. At the end of the contest we will choose a winner and the winner will get his or her video posted here on the "Adventures in Office Imaging blog" and they will receive two FREE toner cartridges for their office copier, laser printer, or fax/mfp! In addition, this years prize will also include a $100 dollar donation to a charity of your choice! see below for full contest details, rules and regulations!

Rules and Regulations.

Contest starts March 1, 2010.

1. Contest is open to businesses in the United States of America, large or small. Contestants may destroy Inkjet Printers, Fax/MFPs, Laser Printers or Copiers.

* We are looking for humorous and creative videos of you destroying your selected piece of office equipment from the above list of machines.

* Have fun but be careful, Expert Laser Services will not be held responsible for any injuries resulting from the making of your videos.

2. To enter the contest, create a video, upload it to youtube or a similar video service and send me the URL via e-mail

nathan.dube@expertlaserservices.com (or twitter @dubiousmonk)

3. Videos will be reviewed by myself, our CEO and several other ELS representatives.

4. The contest ends July 30, 2010.

5. The winning video will be posted here at the Adventures in Office Imaging blog ASAP.

6. The winner will receive two free toner cartridges for your offices copier, laser printer or fax/mfp. In addition this years contest will also include a $100 dollar donation to a charity of your choice!

Xerox ColorPuke... er uh, ColorQube

2010-07-12T08:38:00.000-07:00

Just read this very enlightening blog post over at the connected copier blog about the Xerox ColorQube entitled "Before you buy a Xerox ColorQube…read this!"

Wow.

What good are these machines? oh wait they would be perfect fodder for this. Seriously though aside from that laundry list of terrible problems in a world shifting towards MPS, why would Xerox release a product like this?

Maybe its because they spend to much time making videos like this.

Drinking eggnog at the office party, good. Drinking eggnog while designing ColorQube, bad.