Print Management Insider Blog

Creating Your Own Happy Meal: What McDonald’s Can Teach Us All About Great Customer Service

Posted by Lynn Strocen on Dec 6, 2017 11:28:47 AM

I was running errands a few days ago and stopped at McDonald’s for lunch. I was greeted by a very friendly young lady as I entered the restaurant. I ordered my food at one of the new self-order stations and then waited. While I was waiting for my food, I noticed a very positive vibe among the McDonald’s crew. There was laughter and light hearted chatting, they were clearly enjoying their work day. The manager, who was also laughing and chatting, noticed me and told me that I could have a seat and they would bring my food to the table. I declined her offer and told her I didn’t mind waiting at the counter. I was actually thinking to myself that I didn’t want to sit down because I was enjoying watching this very engaged team led by, what I was assuming, was a great manager. My assumption about the manager was confirmed a few minutes later when I overheard one of the McDonald's crew tell a customer, “She’s a great boss!”

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Topics: print audit, culture, workplace culture, Human Resources, Customer Service, customer service, communication, Business Tips, business strategy, Support

What the heck is a Customer Success Manager?

Posted by Paul Giorgi on Jun 28, 2017 10:31:31 AM

Customer Success Manager.”  Sounds like some sort of discount store greeter on steroids doesn’t it? Sometime earlier this decade, software companies decided to move toward Software as a Service (SaaS) where you paid a recurring set fee to access their software. Think of Spotify, Netflix and other subscription services that you pay for. As the SaaS trend moved to more complex applications and more business to business services, the Customer Success Manager (CSM) role was established.  

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Topics: Customer Service, Managed Print Services, managed print, print management, print tracking, seat based billing, SBB, sales, sales tips, premier members, customer success, CSM

Want To Win More and Assess Less? 2016 Assessment Essentials

Posted by West McDonald on Jun 6, 2016 11:19:22 AM
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Are you new to Managed Print assessments or are you a seasoned veteran looking to raise your “A” game? Either way it’s a good idea to make sure that your assessment practice is better than the folks you are competing with.  There is an all out war for pages and a solid assessment practice can help ensure that you win more business with better profits.  Below are 6 great focus areas to help you wow your customers and win more business through assessment selling:
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Topics: Billing, business, business strategy, Business Tips, Customer Service, IT, managed print, Managed Print Services, MPS, new business, OEM, office, Office Equipment Dealers, print audit, Print Behavior, print management, print tracking, printers, printing, Printing, printing trends, Revenue, sales, sales cycle, Savings, selling, Service, strategy, success, technology, tips

More Firing Than Hiring? 4 Proven Ways To Hire Right The First Time

Posted by Lynn Strocen on Jun 2, 2016 2:40:10 PM
2016-06-02Do you want to hire fast or do you want the right person?
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Topics: business, business strategy, Business Tips, Customer Service, hiring, HR, Human Resources, office, print audit, print management, print tracking, recruitment, sales, Service, strategy, success, Support, team building, tips, weaknesses

Diversifying Your Business? 3 Reasons “Unified Billing” Should Be On Your Mind

Posted by West McDonald on May 4, 2016 1:54:26 PM
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As the Office Equipment industry continues to mature, one thing is certain: Progressive dealers are spending a lot of time researching and investing in diversified business practices.  For some that means creating or buying a Managed IT Services company.  For others it means providing document management and BPO solutions.  For fewer yet it means doing all of the above.

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Topics: assessment, Billing, business, business strategy, Business Tips, Cost Per Page, CPP, Customer Service, IT, managed print, Managed Print Services, MPS, office, Office Equipment Dealers, print audit, Print Behavior, print management, print tracking, printers, printing, Printing, Revenue, sales, SBB, seat based billing, selling, Service, strategy, success, Support, tips

Why I Am Now a Social Selling Believer

Posted by James Hills on Apr 26, 2016 12:01:18 PM
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Last week I had the pleasure to spend my time with Larry Levine and Darrell Amy in Phoenix, Arizona and San Francisco, California at the LinkedIn Office Tech Sales Roadshow.  They have taken a bunch of sales reps, sales managers, VP’s and owners of copier dealerships through a course on getting the most out of LinkedIn.  More specifically, how to use it to prospect and convert those connections into relationships that can eventually turn into sales.

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Topics: business, business strategy, Business Tips, Customer Service, LinkedIn, office, Office Equipment Dealers, print audit, print management, print tracking, printers, printing, Revenue, sales, sales cycle, selling, Service, Social, Social Media, strategy, success, technology, tips

Not So Mickey Mouse: What Walt Disney Can Teach Us About Re-Energizing Our Businesses

Posted by West McDonald on Mar 8, 2016 10:31:53 AM
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Remember the golden years of Walt Disney?  When you think about your favorite Disney flick what comes to mind?  Bambi?  Snow White?  Cinderella?  What if I was to suggest that the era of princesses and funny cartoons has been replaced by something far more diverse and grown up?  The Walt Disney Company today is far less “Mickey Mouse” and stronger than ever.
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Topics: business, business strategy, Business Tips, Customer Service, managed print, Managed Print Services, marketing, MPS, Office Equipment Dealers, print audit, print management, print tracking, printers, printing, Printing, Revenue, sales, selling, Service, strategy, success, technology, tips

The Managed Print Providers' Guide to an Industry in Change

Posted by West McDonald on Oct 5, 2015 11:54:48 AM
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Print Audit is proud to bring you “The Managed Print Providers’ Guide to an Industry in Change.”  The eGuide is interactive so we encourage you to make the most of it!  There is a quick jump guide which will allow you to search individual topics and a “Your Voice Matters” button to allow you to add your voice on a given topic.
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Topics: 7 Deadly Sins, assessment, business, business strategy, Business Tips, Cost Per Page, Customer Service, IT, managed print, Managed Print Services, marketing, MPS, OEM, office, Office Equipment Dealers, print audit, Print Behavior, print management, print tracking, printers, printing, Printing, printing trends, Revenue, sales, sales cycle, selling, Service, Social Media, strategy, success, Support, Technology, technology, tips, Top 100 Summit

Want To Be A Great Seller? Listen Up

Posted by David Thorne on Sep 10, 2015 9:50:39 AM
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 “How are you doing, <insert your own name hear>?” Yes, I know, I misspelled here.  So glad that you picked up on that because being perceptive, being prepared, and listening are keys to success in life and in business.  We were given 2 ears and 1 mouth for a reason: Listening is really, really important.
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Topics: business, business strategy, Business Tips, Customer Service, customer service, managed print, Managed Print Services, MPS, office, Office Equipment Dealers, print audit, print management, printers, printing, Printing, sales, selling, Service, strategy, success, Support, tips

Getting the Most Out of Your Support Experience - Part I: How to Fix a Broken Fence

Posted by Scott Robinson on Aug 11, 2015 11:04:18 AM
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The ‘Net is full of horror stories from both those providing support and those requiring support.  Sadly, both groups want exactly the same thing – to have an issue addressed as quickly, as painlessly and as thoroughly as possible.

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Topics: business, Customer Service, customer service, IT, print audit, Service, Support, technical, technical support, technology, tips

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