JANUARY 2010

Here's Where You'll Find The Best In Dealer News ...
READ ON!

General News Starts Here and is for everyone: Graphic Arts Dealers and wideFormat-signSupply Distributors

PUBTALK - o.mike fichera

Major Article ­ Bindery-Finishing & Mailing Equipment Supplement

Dealer Help Line

Bill Farquharson's Monthly Audio Sales Tip

Dealer News

Business News

Used Equipment "Mini-Ads"

National Yellow Pages

Trade Show Times Tid-Bits ­ Good News About Trade Show Marketing ­ www.strongmail.com

Sales Corner ­ Don't Tell Them, Show Them ­ John Tschohl

Career Opportunities

News For Wide Format Sign Supply Distributors Starts Here

SGIA's 2009 Industry In Review

Wide Format Survey - How Do You Make Time For Reps - Brian Stickland, Wide Format On-line

Finishing Banners Is Now Mysterious Chore ­ Dave King

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PUB TALK
The Goal

A constraint determines your overall speed

by Joan S. Adams, adams@pierian.net, +1-212-366-5380
Many years ago I read a book called The Goal, written by efficiency expert Eliyahu Goldratt. Instead of spouting off about constraint theory, Goldratt wrote a story to help illuminate his points. Okay, the storyline was pretty lame (yes, there's an obligatory love story in the middle of all this constraint theory). When reading the book you see the factory through the eyes of the operations manager, Alex Rogo.

Namely, you see him freaking out about this machine going down, that worker coming in late, incoming material quality problems, inventory all over the place. Of course, corporate is

breathing down his neck at the same time. Basically, he will be out a job if he can't turn his plant all around. And then a mystery Israeli professor (Goldratt's alter ego) shows up and points our hero in the right direction. Don't laugh­this book has remarkable staying power. It's in its 25th year in print, selling jillions of copies every year.

Halfway through the book, Alex takes a break from all the stress at work and takes his son's Boy Scout troop on a hike in the mountains. While hiking along, he notices that some boys keep lagging further and further behind. He moves some kids around­putting the quicker boys in front, figuring they would set the right pace­but the laggards keep falling further behind. Then he has an epiphany. This line of boys was just as unmanageable as his factory floor. Even though they all start out together, some boys don't "produce" steps at the same rate as others. Thus, in a matter of minutes they start falling behind. The more they fall behind, the less incentive they have to hurry up. Upon closer examination, Alex discovers Herbie is the slowest boy in the line.

Wherever Herbie is, everyone behind him lags further and further behind. In short, Herbie is the constraint. And a constraint determines your overall speed. No matter how fast any of the other boys went, they would ultimately have to wait for Herbie. The fastest the line could go was Herbie's speed. Alex moved Herbie to the front of the line and voilá, nobody lagged behind. Herbie went a little bit faster simply because now he was leading. Then Alex realized Herbie was carrying way too much stuff, so he distributed the contents of Herbie's overloaded pack to the taller, stronger boys. Herbie picked up the pace again. Now marching at Herbie's new speed, the troop arrived at their destination in good time.
Every office, warehouse and factory has constraints. The moral of this story is there is no point for anyone to work faster than the constraint. It makes much more sense to focus efforts on making the constraint go faster.

Check out The Goal and be Alex Rogo for a day. Look at where work piles up in your warehouse/plant. Find your Herbie and think about ways to quicken his/her pace.

Joan Adams, President of Pierian Consulting began her company with the mission to bring sustained and measurable success to companies through operational excellence, customer focus and competitive market strategies. She has worked on projects for UNICEF, American Express, Textron, MasterCard and many mid-market firms. Currently, Pierian Consulting (The Lean Business Solution) is focusing on a new direction, bringing Lean principles and marketing savvy to businesses. (Joan is a fully certified National Institute of Standards and Testing Lean Trainer). To learn more about Pierian Consulting - please visit www.pierian.net or contact Joan Adams at 212-366-5380; adams@pierian.net.

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"IF YOU SELL BINDERY-FINISHING AND MAILING EQUIPMENT, THERE ARE INSIGHTS IN THIS PRODUCT FOCUS YOU CAN PUT TO USE.... NOT LATER, NOW"

But let me summarize what you're about to read.

<> Back in 2005 and 2006, we learned that dealers who never sold a stitch of postpress equipment shifted some of their emphasis to overcome the loss of prepress sales. Today in 2010, we learned that it was bindery-finishing equipment sales that sustained those dealerships.

<> Dealers, looking for information are using the internet. But let's not give printing industry doomsayers the opportunity to say printing is dead, or Dealers and Printing Companies are shutting their doors because of the Internet. Fact is, both print and internet are great resources.

<> Independent dealers are helping their printing customers provide one-stop-services by helping them choose the right mailing equipment.

<> Dealers are providing service and maintenance contracts. It adds income for the dealership, for sales people and for service technicians who assist.

<> A good percentage of dealers interviewed flat out said the economy has forced end-user customers to opt for repaired and refurbished equipment. This has allowed more dealers to increase parts sales and income from equipment repairs.

<> We learned that there are finishing equipment dealers already selling laminating machines and film, but that the number in the U.S. is still low. No statistics are available, but from the number of interviews conducted this month, a reasonable guesstimate is 15% are selling laminating equipment and supplies, 75% are not and the remaining 15% have no intentions.

<> Manufacturers who have done well in channel sales are those who do more than sell product. READ ON.....

COMMENTS BY DEALERS WHO SELL BINDERY-FINISHING

From North Attleboro, MA; Yes, printers who are looking ahead to better economic times are upgrading their equipment. But we sell new also and don't be fooled by what you hear. New equipment sales are being made. Even though pricing is a critical part of the sales equation, our most important product is service. As to your question about mailing equipment, we sell binding-finishing equipment and we're considering selling mailing equipment because I see this as an extension to the print job.... Print-Finish-Mail. We also offer PMA contracts (Preventive Maintenance Agreements) as a special approach to building customer relationships. On that note, we've offered loaner equipment while their machines are being repaired. Thanks to a couple of manufacturers who have been most helpful in this terrible economic time.

From Lonoke, AR: Printers will upgrade their equipment to stay alive. They need speed and productivity, so, to help them, my guys will research best finishing equipment to help them meet their needs. It's been my experience that printers usually check out local dealers first before buying equipment. What I really sell is laminating equipment. To add value to the sale, we install the equipment, train the operator(s) and provide service. The shift to digital printing has made the need for laminated products quite urgent. We're happy about that. And, this need increases every month. Laminating is in. As to your original question about expanding our line.... In the next half-year, we expect to add finishing equipment to our line. Don't think we'll sell mailing equipment, though.

From Rochester, NY; ­via cell phone. I'm happy to report that smaller independent printers that we serve look first to us. Yes, price has been an issue these past few years. But that's not a bad thing because when we put in a bid, there's always a large, bold headline in the quote that reads: "YOU ARE NEVER LEFT ALONE IN TIME OF NEED. WE OFFER MAINTENANCE CONTRACTS".... and we provide table-top size loaners. In next half year or so we'll be in search of a CTP system and a line of plates comparable to the line we recently lost. Maybe in a year, with a new hire, we might add mailing equipment.

From Mahwah, NJ: We deal with corporate in-plants so I really can't discuss printer's problems adequately. But I'm aware that printers, when they decide to buy new equipment, generally look to their dealers first. We sell only Powis Parker binding equipment, a company with whom we have had a long standing relationship. We've no interest in mailing equipment at this time. We provide on-site service for anything we sell. Because we're dealing with table-top machines, we are able to provide loaners to customers who have a service contract with us. We are strictly postpress and sell nothing outside of that category.

From Dallas, TX: In hard times like these, printers may not buy new equipment but will be happy with the refurbished. I doubt if printers always look first to their dealers. An educated guess is that 70% of the customers who search for the lowest price on the internet are not aware they will have to buy service either after they fail to do a good install or later when service is needed. Ultimately those dumbbells find out that in the long run, buying without service can cost a heck of a lot more. Yep. We're looking at mailing machines as an extension to our line of product offerings.

COMMENTS FROM DEALERS SELLING MAILING EQUIPMENT

Why did we include this segment in the report?

More printers are adding services to make their businesses more appealing, particularly, to their existing customers. We're finding out that DIRECT MAIL IS HOT; therefore we feel mailing solutions belong in the finishing mix because after the job is printed, laminated, cut, drilled, folded and banded, it probably will get mailed.

From Madison, NC; I think bindery equipment dealers don't often sell mailing machines because they don't understand mailing activities. Bindery machine dealers think printing-graphic arts. Nevertheless, it remains a some-do-and some-don't response. Am I concerned that they take on a line of mailing machines and compete with us? Nah! As it took us a long while to get good at what weíre doing, it'll take as long or longer for printing machinery dealers to learn what we know. I think if they're not committed to the line, they'll be out and me and my people will still be "in". Get my drift?

From Jackson, MS: My guess is that printing customers won't buy mailing machines from a bindery-finishing dealers for the same reason we wouldn't buy a car from the local super market. A specialist is required to act as consultant before the sale is made. And, I don't think a mailing machine manufacturer of good reputation would want a non-committed, box sales company to sell their machines. Last point. Because printing customers don't expect their printing equipment dealers to carry mailing solutions, they don't ask for it. That's enough to discourage non-committed sales people.

From Madison, WI: In times like these, businesses are struggling to stay alive and are seriously trying to upgrade their equipment. I don't mind sharing with you for your readers some of the approaches we use to help owners justify a purchase. For one thing, we explain the new technology in layman's language, and the need for certification. Also, we explain the importance of using mailing machine inkjet technology for legible printing. We also help the customer obtain a lease, which is not easy to do in these times. But as a team, obtaining a lease comes a bit easier. Because we consider ourselves dealer-of-choice with a number of

customers (something I learned by reading Dealer Communicator), chances are we'll get first crack at a new purchase. That allows us to offer what we have in our line to what might have been offered by a competitor. In addition to selling productivity to our clients, we offer the extras such as: 1) assist with leasing, 2) service contracts, and 3) repairs on site by my factory-trained techs. We've positioned ourselves as a responsive dealership. Within two hours of the customer's call, we're on the job! And we remind them of how important it is that we are a local service, just a phone call away. We know our customers like talking over a mailing problem with a technician who knows the machines and who can be on site almost immediately.

From Mt.Vernon, NY: We try to convince our customers to buy new mailing equipment when we believe it's time. Those times are when equipment is way too old, far too expensive to operate, and too slow for the work they're doing. When customers accept these facts about their equipment, they will, if affordable, buy new. Naturally, we make it easy for them to buy. For instance, Pay 10% down at the time of purchase, then pay the balance in two years with no interest. We also offer service contracts. And we warranty most all machines we sell for 90-days. There are times when customer knows they need to upgrade, but don't have the money. This is an opportunity for us to recommend used; maybe a mailing machine with a bar-code printer and sorter-inserter that we rebuilt. We caution customers to beware of used equipment dealers who dust or paint and do nothing more. Machines we refurbish are sold with a 90 day warranty. We also rent machines, especially when a customer has an unexpected volume of mail. A recent article in the New York Times said that the internet, though popular, much in use, and praised to the skies, has not replaced traditional mail services and probably never will. Our mailing machine business is here to stay. DC

A Comment From Al Boese, Executive Director of the BindRite Dealers Association. Ph 847-283-0970; Email: boese4@comcast.net

Our group, the BindRite Dealers Association, is dedicated to the sale and service of a wide variety of print finishing products, paper handling, laminating, and especially binding systems.
In these times, being geographically near the customer, our members are able to provide onsite service and deliver supplies immediately. This is a solid business proposition for the Print for Pay and the In-Plant Printer. Offering loaners for tabletop equipment and having personal awareness of the customer, their needs and habits is a distinct advantage. As independent dealers, BindRite members are not overly committed to a brand or product line. They offer true consultative advice and recommend the product best suited to the application or type of work. Further, the larger, national dealerships and/or manufacturers are so busy rightsizing their businesses, uncertainty among their customers is prevalent and presents questions like: Who is my rep, where is my next supply order coming from, whom do I talk to about technical service and who resolves any delivery, warranty or pricing issues? Our dealer members offer the alternative of a stable and consistent resource, always available and willing to serve the end-user customers in a personal way.
Al Boese is the Executive Director of the BindRite Dealers Association. He is available: Ph 847-283-0970 .. Email: boese4@comcast.net

a comment from AIMED.... he association of independent mailing equipment dealers

Mailing Industry In Trouble?
ENOUGH OF THAT!

For years we've heard that the "mailing industry" is in trouble. ENOUGH OF THAT! For the "glass is half-full" folks, technological advancements are an opportunity to expand your product line and services. We at AIMED work with dealer members who are more than survivors. They live closer to the edge of success than most by searching out opportunities to upgrade older equipment, find software that improves customer-productivity and they're adding on-site service agreements. The successful dealers we know don't or won't stay in their comfort zones.

The line between industries is blurred, opening opportunities for all dealers to serve end-user customer with machines needed after the printing is done; machines such as binding, finishing, laminating and mailing. All this is a part of the giant "office automation industry."

Equipment sales may be down due to the economy and technological changes, BUT....dealer members are shifting some emphasis to service and supply revenue to replace lost equipment profits.

Learn about the opportunities of membership. AIMED welcomes your inquiry. Please contact Barbara Price at AIMED (the Association of Mailing, Shipping and Office Automation Specialists). Ph. 909-444-9680 or e-mail: Barbara@aimedweb.org. DC

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Dealer Help Line

53.7% Of All Dealer Calls To The Dealer
Communicator Office Are For Help To Find
Products For Their Customers ­ WE'LL DO THE SEARCH....YOU BE THE HERO. Click link below for inquiry form.
email: helpline@dealercommunicator.com

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Bill Farquharson's Audio Sales Tips are emailed weekly to subscribers. The Hot Link below will take you to this month's Sales Tip at the Print Tec, Inc. website. While there, enter a subscription to receive Mr. Farquharson's weekly editions.
(Click Here To Listen To Audio Sales Tip)

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Neopost USA Acquires Dealership

Assisted by Prosperity Plus, Neopost USA acquired the dealership Advanced Mailing Solutions. AMS has been a long standing Hasler dealership covering the entire state of Connecticut and when they acquired Connecticut Mailing Systems in June 2009, they added to their strong base of customers. Jack Anderson, past president of Advanced Mailing will remain with The Carrington Company to ensure a smooth transition of their customer base and lead their sales effort. Publisher's Note: The president of Prosperity Plus, Jim Kahrs, is planning an article for Dealer Communicator about the sale of a dealership. www.prosperityplus.com

DEALER NEWS
from Ralph Dumoit, LSS Digital

In a time of turmoil and global economic downturn, LSS Digital's vision is not behind us, but a ahead, so stated Ralph Dumoit, the dealership President. Since 1-JAN-09, LSS Digital has been named the newest Standard Finishing Dealer serving in the major markets of Texas. We have also been named the newest BaumPrint 18 dealer for all of Texas. We live, we learn, we grow, we struggle, we survive. There's no turning back now.

N. Glantz & Son Updates Website

The new website is loaded with upgraded features, most importantly, new online ordering capability. Highlights of the Online Ordering system include: the option to purchase 24 hours a day/7 days a week, an easy-to-use shopping list, allowing buyers to make their transactions with a single click, fast access to purchasing history and indepth account information. The new website includes an online version of the N. Glantz & Son Digital Media and Substrates Catalog. "The new www. nglantz.com is a big step forward for our company," said Davey Glantz, President. "Our customers have asked for online access to their accounts; we're happy to provide them this alternative channel to assist in their purchasing and account maintenance."

La Crosse Litho Supply Demonstrated New Process and Quality Control Solutions At PRINT 09

La Crosse Litho Supply, LLC announced its new print technologies were extremely well-received at PRINT 09. "Our ColorLink Press Perfection Solutions run the gamut from G7^® implementation to process and quality control and much more," said Randy Peters, President of La Crosse Litho Supply. Designed to exceed all print quality expectations, the Epson Stylus Pro GS6000 is the fastest 64-inch wide, roll-to-roll printer in its class. Everyday use of the GS6000 is extremely simple and reliable. Epson has created an all-new, solvent-based ink technology on the GS6000 with less harmful impact on both the environment and worker health, while also being compatible with virtually any solvent-based media.

JJ Bender Celebrates 30 Years In Business By Donating To Charities Chosen By Their Customers

JJ Bender is pleased to announce that this month marks their 30th year in business, and as a thank you to their loyal customer base, JJ Bender will be offering their customers the opportunity to choose a charity organization to which they would like to see JJ Bender make a charitable contribution. Starting this week, if a customer calls into JJ Bender and mentions this press release, they can choose one charity from a preset list to receive a donation. The list includes organizations such as the American Red Cross, Habitat for Humanity, Cancer Research Institute, ASPCA, and Heifer International. JJ Bender President, Jeffrey Bender, is thrilled with this corporate giving program, adding, "I feel so lucky to have had good fortune with JJ Bender these past thirty years, that it seems fitting to celebrate by passing along good fortune to others in need."

Gaylon Smilden Joins Des Plaines Office Equipment (DPOE)

Chip Miceli, President of Des Plaines Office Equipment (DPOE), the Chicago area's leading provider of office equipment solutions since 1955, announces that Gaylon Smilden of Huntley, Ill, the former owner of Chicago-based ABM Office Equipment, has joined DPOE as an Executive Sales Representative. Smilden's addition to the DPOE team follows the company's recent acquisition of ABM Office Equipment. Joining Smilden will be nine of the former ABM employees, bringing the total DPOE workforce to 85. ABM had been an Elite Dealer for Kyocera/Copystar, one of the Midwest's top dealers. Smilden, whose experience in the office equipment industry spans 43 years, will assist with overall sales and strategy in addition to issues associated with the transition.

DEALER NEWS
from Ralph Dumoit, LSS Digital

I will add now and with sadness, that Mr. Bill White saw fit to close the doors to Bindery Systems on 30-NOV-09. He and his wife Kathy had owned and operated their business for at least nearly 30 years. They were an awesome competitor and although we were always on opposite sides of the fence, I did and still do respect what they were able to accomplish in those years. We certainly have been hurting like everyone else, yet we have a sense of purpose and dedication that moves us forward each day. It is still fun and still troubling at the same time.

Starleaton EXPANDS!

Starleaton Digital Solutions (Australia) has announced that its Melbourne branch will relocate from Abbottsford to new and bigger premises in Port Melbourne expanding its warehouse facility there from 400 to 800 square metres with Sydney to follow suit soon. Although 2009 has been a tough year for many suppliers to the wide-format and graphics industry, Starleaton Digital Solutions has come through the financial crisis stronger than ever and is well-advanced in plans to double revenue, its warehouse areas and offices in 2010. Next up will be the NSW head office, which only relocated 3 years ago but has outgrown its 1200 square metre warehouse in the Northern Beaches suburb of Brookvale.

Royce Photo/Graphics Supply Completes New Distribution Center

Royce Photo/Graphics Supply, Inc. has announced their move to a new distribution and technical support center. Located in the Pioneer Square Business Park (1795 Fremont Drive) the 38,000 square foot building includes a high tech classroom and training center, expanded demonstration and confer-encing facilities, internal loading docks, a high volume fireproof, blast and spill containment chemical storage room, and an equipment preparation and rebuild area just to name a few of the innovations that were incorporated into the new facility.

Grafitec Moves And Celebrates

Grafitec International Inc. has informed us they have moved to: 10125 N.W. 116 Way, Suite 18, Medley, Florida 33178. (Their telephone and fax numbers have not changed.) You can also contact them via email at grafitec@grafitec.com. Or visit Their Web site at www.grafitec.com. At the same time Grafitec is celebrating their 30-year anniversary. "We are happy to have had the opportunity to work with so many wonderful companies and people over these past years. We are grateful for all your continued support."

Moving To Their New Facility
"We Finally Did It"

After serving the printing industry for over 35 years through 2 family generations and even in these hard economic times, with a heartfelt appreciation for the loyalty and support of their customers, Diversified Equipment has finally built their own building. And in their own words, "We would like to say thank you for the last 35 years and we look foward to serving you for the next 50 years." DC

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Canon U.S.A. Announces New Executive Appointments

Senior appointments and promotions were announced at Canon U.S.A. and its Subsidiaries ­ Canon Virginia, Canon Mexicana, Canon Latin America and Canon ITS. Promotions to start the new year. They include: Kunihiko Tedo to Senior Vice President and General Manager of Finance and Accounting; Yuichi Ishizuka to Executive Vice President, Consumer Imaging Group; Eliott Peck to Senior Vice President, Consumer Imaging Group; Junichi Yoshitake to Senior Vice President, Imaging Systems Group.

Graphics of the Americas 2010 Exhibitors Among The Industry's Best Of The Best

Graphics of the Americas (GOA), celebrating its 35th anniversary February 25-27 in Miami Beach, Florida, has announced that an all-star line-up of exhibitors have again signed up to be part of one of the largest, annual combined exposition and education events in the U.S. GOA 2010 has secured close to 200 exhibitors to date including HP, Presstek, Riso, Van Son Holland, X-Rite Inc./Pantone, Rollem International and many others. Heidelberg and Adobe are hosting special bonus sessions this year, while educational, theoretical, and practical sessions covering virtually every facet of technology, strategy, and management are being offered. Limited booth space is available.Booth space is still available, but running out quickly. To find out more information about how to secure a booth, please call 800-331-0461 or visit www.GOA2010.com.

The Following Is Reason For A Dealer Follow Up...

Keith Kemp, President of Xerographic Digital Printing in Orlando, Florida is the NAQP 2009 Printer of the Year. He served the association in various positions for years. Today with a staff of 32, XDP has sales nearing $5
MILLION.

Estimator Print Management Systems News Release

Metric... with a simple click... converts Estimator's Unique Single-Screen Estimating & Management Software from inches and pounds to Metric with GSM input Millimeter scale and Kilogram weight...Sell across borders... Now accepting Global inquiries from interested VAR Dealers and Agents. Estimator provides unique programs for Wide-Format, Standard Sheet-fed, Web Offset, Flexo and Digital. Estimator is fully compatible with XP and previous Windows programs as well as the I-Mac. Creative features make Estimator the fastest, easiest single-screen, mistake proof, intelligent, high-speed... print-estimating & management system available. DC

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Used Equipment Mini Ads

Used Nela Table Top Punch 11mm x 425mm - excellent condition, $900. Use with Hamada B452/GTO52. Contact Paul Radock 954-724-2219 or radock@graphline.com

Pre-owned Cutters: 305MC SN9649E, 305MCPB SN11682, 305MC SN10964, 4810 SN518812; Resellers call Ralph at 877-460-1212 Ext. 102.

Pre-owned Collators: BSTd+20/SBM4, Stitchmaster, BST10/Receding Stacker, BST20/Bookletmaking; Resellerscall Ralph at 877-460-1212 Ext. 102.

Pre-owned Perfect Binder: BB4004; Resellers call Ralph at 877-460-1212 Ext. 102.

Pre-owned Folder: MB CAS38 4/4; Resellers call Ralph at 877-460-1212 Ext. 102.

Pre-owned Equipment: IRAM 12, S3A 11/8", Perfmasterw/air; Resellers call Ralph at 877-460-1212 Ext. 102.

New-Floor Model-Konica Minolta MIRU MDS 2120 High-Speed Scanner, best offer, Western Business Equipment, 406-549-6488, paul@wbemt.com.

Mutoh ValueJet 1608 Hybrid (demo) prints onto polystyrene, PVC, acrylic, polycarbonate, foamboard, aluminum, banner, etc; MuBio Ink; max 1440 dpi. $31,000; 610-577-5076, jHeft@Nazdar.com

Matan Spark 1612 Thermal Printer (used) Needs dongle. Call with Offer; 610-577-5076, jHeft@Nazdar.com

Roland AJ-1000 printer (used); EcoExtreme Solvent ink; 104"; banners, billboards, vehicle graphics, etc; maximum print speed 968 sqft/hr; Rock-Bottom Price; 610-577-5076, jHeft@Nazdar.com

Roland AJ-740 printer (demo); EcoExtreme Solvent ink; 104"; banners, billboards, vehicle graphics, etc; maximum print speed 968 sqft/hr; warranty balance; 610-577-5076, jHeft@Nazdar.com

TeckStorm UV Flatbed printer CMYK+White; Greyscale Xaar printheads; max 1440dpi; Variable vacuum table; 1.98 max" thick; Caldera RIP; Options available. Call to discuss; 610-577-5076, jHeft@Nazdar.com

DEALERS... Sell your used equipment to other dealers. $5 per machine listing. 25 words including phone & contact info. Change your listing every month if you want. Email: pat@dealercommunicator.com

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BANNER SUPPLIES
U. S. Banner Corp.
Ph: 800-845-5122 · Fax: 864-232-5020 · www.usbanner.com

BOOKLET MAKERS
Martin Yale Industries, Inc.
Ph: 260-563-0621 · Fax: 260-1563-4575 · www.martinyale.com

BUSINESS CARD SLITTERS
Martin Yale Industries, Inc.
Ph: 260-563-0621 · Fax: 260-563-4575 · www.martinyale.com

DIE-CUT PAPER PRODUCTS
Zapco, Zapalac Rd., Smithville, TX 78957
Ph: 800-429-6515 · Fax: 800-445-8052 · www.zapcopaper.com

ELECTRIC CUTTERS
Martin Yale Industries, Inc.
Ph: 260-563-0621 · Fax: 260-563-4575 · www.martinyale.com

FOLDING MACHINE PARTS
Manufacturing Directions
Ph: 800-634-0034 · Fax: 937-585-5209

FOLDERS
Martin Yale Industries, Inc.
Ph: 260-563-0621 · Fax: 260-563-4575 · www.martinyale.com

LAMINATING SYSTEMS
Drylam
Ph: 888-633-1973 · Fax: 866-473-0534 ·
www.drylam.com

MAGNIFIERS
B & H Specialties
Ph: 800-433-2405 · Fax: 315-458-5763 · www.bandhspecialties.com

DICO
Ph: 323-264-2000 · Fax: 323-264-2600

PRESSES: OFFSET
Sakurai USA, Inc.
Ph: 847-490-9400 · Fax: 847-490-4200 ·
www.sakurai.com

PRESS PARTS
Sakurai USA, Inc.
Ph: 847-490-9400 · Fax: 847-490-4200 ·
www.sakurai.com

PRINTING PRODUCTS / MANUFACTURER
DICO
Ph: 323-264-2000 · Fax: 323-264-2600

RULERS
B & H Specialties
Ph: 800-433-2405 · Fax: 315-458-5763 · www.bandhspecialties.com

SHREDDERS
Martin Yale Industries, Inc.
Ph: 260-563-0621 · Fax: 260-563-4575 · www.martinyale.com

SPECIALTY FILMS FOR SIGNS
Creative Film Corp.
Ph: 732-367-2166 · Fax: 732-367-6203 · www.creativefilmcorp.net

SPIRAL BINDING SUPPLIES & EQUIPMENT
PVC Spiral Supply
Ph: 800-461-9301 · Fax: 208-377-9301 · www.pvcspiralsupply.com

MANUFACTURERS

List Your Company In The National Graphic Arts Yellow Pages In Both The Print & Internet Editions of Dealer Communicator

$65 per Month

1-800-327-8999
pat@dealercommunicator.com

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Good News On The (Trade Show)
Marketing Budget Trends 2010

www.strongmail.com

StrongMail "2010 Marketing Trends" survey polled more than 1,000 business leaders across a wide range of industries about their marketing plans for the upcoming year. We'll be discussing those trends and giving you tips to make them work for you and your company.

Trend: For almost everyone, marketing budgets (particularly tradeshow budgets) should hold steady or increase. At 48%, more companies will be boosting their budgets than just keeping them the same (41%). A mere 11% of executives said they were allocating less money for marketing. With the economy on the upswing, marketing efforts can make a huge difference now.What this means to you:

· Spend smarter, not harder. Make the most of the budget you have by careful targeting. Invest in the trade shows that are likely to give you the best return.

· Make new friends, but keep the old. In terms of profit, an established customer is worth from five to seven times what a new customer is worth. Send your current customers special invita-tions to come to your booth. Show them how much you appreciate their loyalty.

· Out of sight doesn't have to be out of mind. Maintain the connections you make at trade shows with targeted emails, and other social media.

Written by Susan A. Friedmann, CSP, The Tradeshow Coach, Lake Placid, NY, internationally recognized expert working with companies to increase their profitability at tradeshows. Author: "Riches in Niches: How to Make it BIG in a small Market" and "Meeting & Event Planning for Dummies." www.thetradeshowcoach.com &
www.richesinniches.comDC

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DON'T TELL THEM, SHOW THEM
Live Up to Your Advertising Claims

by John Tschohl, www.johntschol.com

How do you get customers through the doors of your business, whether those doors be physical or virtual? Most companies rely on advertising to tell the public how wonderful their products, services and employees are.

There are two problems with this method. The first is that companies are spending billions of dollars in hopes that their messages will entice customers to do business with them. In fact, during the third quarter 2009, U.S. organizations spent almost $5.5 billion on Internet advertising and almost $9 billion on TV advertising.

The second problem is something called "truth in advertising." Many of those companies feature happy employees in their ads and are quick to tell you that those employees provide "service with a

smile," but you'd be hard pressed to find either service or smiles in any of their businesses. The general public is leery of most advertising and has adopted a "don't tell me, show me" attitude.

That's not to say that advertising won't get a customer through your doors­once. The goal for any business is to increase revenues by increasing customer loyalty. You don't have to be a genius to understand that it's cheaper to keep a current customer than it is to attract a new one. And yet, too many businesses focus their time, energy, and money on paid advertising when there is something much more effective­and much less expensive: customer service.

When a company does what it says it will do, it earns both the respect and the loyalty of its customers. Those customers, in turn, tell others about the great service they received and serve as a "personal advertising team" for your business.

Let me give you an example: Robert purchased liquid sander and paint, but discovered that the paint would not adhere to the kitchen cabinets he was re-doing. He contacted the folks at The Home Depot, where he had purchased the products, and could not believe the response he received. The Home Depot apologized for the problem­and sent out a team employees to complete the project for Robert. Now that was service above and beyond the call of duty. And Robert told anyone who would listen about it.

While providing that level of customer service certainly cost The Home Depot some money, it wasn't nearly as expensive as running an ad on TV or in the local newspaper. And it's almost impossible to put a price tag on credibility. The people who listened to Robert's story believed him when he described the extraordinary service he had received. And you can bet that the next time they were planning a home-improvement project, they headed to The Home Depot for their supplies.

How would your company and your employees stack up against The Home Depot? If neither comes close, there are some steps you can take to ensure that your customers are treated just as well as Robert was.

The first step is to hire people who genuinely enjoy helping people, whether that be identifying an insurance plan that meets a customer's needs, ensuring that a printing project is completed accurately and on time, or correcting a banking error.

You also must train and empower your employees. Present a new customer service training program every four to six months to keep enthusiasm high, and give employees the authority to bend and break the rules in order to satisfy customers and keep them­and their money­coming back to you.

Praise employees who provide exceptional customer service­and terminate those who don't. One bad employee can cost you much in lost customers and lost revenue, while 50 good ones can send your sales skyrocketing.

Most important, however, is to walk the talk. Make customer service a priority. Make it a part of everything you do. Talk about it; write about it in your company publication. Make sure every one of your employees understands that it is your number one focus.

Exceptional customer service is a magnet that will draw customers to you. It will increase your revenues and ensure your success. And it won't cost you millions of dollars.

John Tschohl, an international service strategist and speaker, is founder and president of the Service Quality Institute in Minneapolis, Minnesota. Described by USA Today, Time and Entrepreneur magazines as a "customer service guru," he has written several books on customer service, including Loyal for Life, e-Service, The Customer is Boss, Achieving Excellence Through Customer Service, and Ca$hing In: Make More Money, Get a Promotion, Love Your Job. John's bimonthly strategic newsletter is available online at no charge.

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Career Opportunities

Jennie Ortiz, A diversified, self-directed and results oriented professional. She just returned to south Florida after receiving another degree and is interested in a challenging position. "I am a professional committed to the highest level of excellence, with a proven ability to motivate and work effectively with persons from other cultures and all walks of life." Jennie is fully bilingual ­ English/Spanish. Phone 561-929-7753 or jqortiz@gmail.com

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Send 40 Word Classified to editor@dealercommunicator.com

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The highly anticipated Industry in Review: 2009 Annual Report is now available. This comprehensive report, based on 2009 SGIA survey results, provides an in-depth overview of specialty imaging and growing industry trends.

"The 2009 Industry in Review is the must-have business planning resource for imaging professionals striving to excel in 2010," said Katy Sauer Leilelid, SGIA Business Information Associate. "It covers purchasing plans, challenges faced and expectations for the future. The information can help imagers plan for business growth and reveal new markets to tap into."

Take advantage of this exclusive report that delivers pertinent information for all segments of the specialty imaging community, including a 2009 industry overview within the US economy, trends for 2010 and profiles of graphic producers, garment decorators and industrial-use printers. Other report details include information about the current sales-per-employee ratio, the newest equipment being purchased and the future hot markets for specialty imaging.

In addition to the Market Strategies survey, the 2009 Industry in Review includes detailed analysis of SGIA's Financial Outlook, Business Growth Plans and Product Specialties surveys. Make the best business decisions for 2010 by ordering the 2009 Industry in Review: Annual Report only $49.99 for members. For more details and to order your copy, visit SGIA.org, Keyword: EStore.

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Reported by Brian Stickland, Publisher, Wide Format On-Line
Responses To Surveys Are The Pulse Of The Industry. The Responses Below Will Tell You What Your Customers Are Really Thinking. It Is Like A Seminar-In-Print. And It's Yours Free For The Reading.

In this survey, we asked -

Do you make time for supplier's reps
when they try to set up meetings?

120 responded.
Results in 3 categories:
Always ­ 88
Sometimes ­ 28
Never ­ 4

Comments received were as follows:

· Absolutely -we always do for those who bother to make an appointment. Those who do not, are often offended when met with glares, and reminded to read the door where it asks for reps to make an appointment. Those who then continue to do so, do not get to see who they are after even if that person is available, as it is not fair on the very few reps who do make the appointments. We would actually like to see more of the reps, but as they do not make the effort, we only find out things when we manage the time to attend the sign show in Gold Coast and Sydney!! A working day soon slips into nothingness when attending to all the 'drop-ins'. It is far more productive for both parties if a meeting is arranged.

· Generally speaking I will make time for my current reps unless I am too busy. But it can depend on the rep and the nature of the call.

· While I find it an interruption, annoying at times (especially when we are busy), it is always useful to see new products or discuss issues etc.

· It depends on our workload and if the rep has anything new to offer rather than just to stop by on their monthly rounds. We make time for one rep who goes out of his way to help us out and offer extra discounts on some materials.

· When it fits in to the days work schedule, we do.

· I don't make time for the new reps who come around because it's been quiet for their company and they haven't called other times. Also I don't have time for the "new" rep who has been told to increase his sales and prices because ordering has been lower than usual. If only the media reps asked themselves WHY first, before taking this approach. It just gets my back up and I don't order anything from them and they lose a client who's been with them for 10 years including the purchasing of machines and servicing etc.

· Due to being out on installs most times, its very hard to find time to meet with reps. As it is a quick telephone conversation is more suitable.

· They always come without appointments, I'm usually too busy to talk to them.

· It is the only way to keep up with new products etc.

· Unfortunately I do not get to see a rep often as they think I am too small/ out of the way to visit so any time one makes the effort to come I make time. I appreciate them coming to talk about new products and like to learn new techniques being used in the industry.

· Considering the distance we are located from the metropolitan area, we haven't had any reps call for a long time.

· Always remember the cartoon of the mediaeval castle under siege from arrow attacks on the ramparts - the king harassed and exhausted calling down to a courtier - "tell him to go away I'm too busy to see him!" and standing behind the courtier was a sales rep holding a Gatling gun....

· As a sales person myself I have always found the customer who wants to know everything available to him / her is usually doing the best business. This customer can be small, large or in between but seems to work smarter not harder. I am always surprised with so many new, low skilled people coming into the industry. They don't realize that most good sales people, with their experience & knowledge base - can actually be an asset to their business? Start buying off them and take advantage!

· 99% of the time but when it's busy I ensure that they understand time will be short.

· Strong supplier relationships are as important as a strong customer relationships. There are so many advantages with building and strengthening supplier partnerships. It can and does have a positive flow and affects the delivery of service and quality outcomes to clients.

· My main gripe is sales reps who just stroll through the door unannounced. How hard is it to phone ahead to sort out a mutually agreed time?

· They usually just front up, unannounced, which can be a pain in the butt sometimes, but 5 minutes or less spent with them, then they've gone until next time, so it's all over and done.

· Most reps call cold here, and if I have the time, I always listen to what they have on offer. All reps are made welcome here. That said, some reps need to be a bit more aware of time constraints for the sign shops. Some times, after 30 minutes, I've had to stop them and say that I can't spare any more time, as I have work to do.

· Always make time. Reps work with you not for you & a good working relationship with your rep is invaluable to business.

· Most times, but if they visit too often, I make excuses to not see them.

· Always. When supplier's reps take the time to let you know they will be here I always make time to see them. Reps in rural areas are few and far between. I have one rep who visits every three months and another who visits spasmodically but I appreciate the effort they make to touch base. The regular rep leaves me until last on his calling list for the day and we usually get together for dinner or a drink. It's an excellent opportunity to catch up on what's happening with other printers and what trends are emerging.

· This is one way of keeping up with the new products and consumables. Also find out who is doing what.

· I only agree to see reps who have booked in advance with me. Reps turning up unannounced won't get my time. I think it is very rude and unprofessional if they don't have the time to make prior arrangements.

· Best if they phone ahead of time and don't just show up and expect you to break into your day to see them.
DC

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position your distributorship as a partner to your
customers. Share This With Them.

Dave King, the Print Shop Makeover guru, says most every banner printer knows how to finish a banner. Wide Format / Sign Supply distributors already know that. So, for the purpose of this article, Dave's insights will serve as reference for some of the choices that are available. And in his words: "With my take on the good, the bad and the ugly of each choice.

Since there are two basic banner types, I'll refer to them: Scrim 13 oz block-out banner, and 9 oz mesh banner 90/10. Both of these banner materials have different issues but it's interesting to note that they meet the needs of more than 95 percent of all the banner jobs that I have done over the last 17 years.

BANNER TAPE

Banner tape is a reinforced double-sided tape that costs about $7.50 per roll. This is a hot button for me, and though it is inexpensive and simple, using it can sometimes prove to be a nightmare. I have purchased at least 10 different types of banner tape during my career. All are designed to bond banner material together, and most perform quite well for short-term jobs. However, for my outdoor applications, only one worked, the rest failed over time with weather.

Who was the exception, you may ask? The answer is Venture Tape, and the reason this tape worked was because Venture Tape makes a super-strong outdoor durable tape that is designed to hold sailboat sails together, and as a result, this aggressive sail-making

tape bonds both vinyl banner and fabric better than anything else I used. This tape is also great for doing banner pockets, hems and seams.

Now for the bad part of double-backed tapeand this has more to do with the physical characteristics of banner materials than with banner tapes. The issue is puckering. When you take two pieces of banner and attach them to each other with something that does not actually bond them together (like tape), and you roll the two surfaces up together, one of the surfaces puckers. This happens because the inside part of the rolled surface becomes compacted as you roll. As a result, you now have a pucker along the inside part of the rolled seamed edge. In some cases, these puckers may come out, but often they do notand that's not a good thing. Rolling the banner on a large core (say a 6" core) will mitigate this problem, but where do you get 6" cores? Not to mention the fact that this adds to the shipping expense and the overall expense of the banner.

SEWING MACHINE

A good banner-capable sewing machine costs around $500 used, and around $3,000 new. Sewing stitchinghas been the accepted way of finishing banners since forever. The reasons for this are: a double-needle sewing machine has a low cost of entry (compared with other bonding solutions), most people can run a sewing machine with a little bit of practice, and you can stitch just about anything (fabric, reinforced material, vinyl, etc.).

There are banner makers who say you should use nylon because it is clear, and they are correct to a degree. You can get very good quality clear nylon thread that works fine, but in my estimation, real thread is always the best. Nylon thread tends to stretch, allowing the banner to pucker a little as the nylon pulls back from being stretched. The message here is if you are going to use nylon thread, I say get the really good stuff.

HOT AIR WELDING

The cost of hot air vinyl welder will range from $4,000 to more than $20,000. They are considered by many to be the latest and greatest way to weld vinyl banners together. This process uses hot air (around 700°) and with a small flat pipe the system fires hot air between the two pieces of vinyl causing the top coat of the banner to melt. A roller follows applying pressure to the two heated surfaces, forcing them to bond. Hot air vinyl welding systems come in many sizes, from huge industrial models to desktop sizes and even smaller. I had a small portable hand-held model from Leister that I used for large jobs that were too large to get up off the floor. I would lay out the large banner on the floor, and use this unit to go around the edge or through the seams to finish the banner. As with any tool, the hot air system takes a little getting use to, but after you figure it out, the speed is great, the finish is clean and very solid. The only draw back . The only draw-back to this system is that once you begin the sealing process, it is not that easy to stopand unless you are dead-on with your setup, you could have the banner "walk" and the sealer will follow, I have found this solution to be a little more difficult than other solutions for finishing smaller banners.

I DID IT MY WAY

Caution For Dealers and for your customers. I have owned all of the above technologies and can safely saythere's no One Perfect Solution. The choices for the different machines and methods are many. I recommend that your customers do their homework before making a buying decision. As their dealers you would want to make sure you advise and sell them the system that will best fit their needs..not your commission check. DC

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