Is Your Managed Print Services Practice Customer Centric or Process Centric? - Maybe We Should Ask Your Clients.

I know a few of you chuckled when you read the above headline; especially those of us in the trenches, who sell against "no" all the time. 

Not from customers, but from our own internal team.

And by an internal team, I mean those sales managers who no longer sell, the owners/principals who confuse "taking orders" with selling, the inflexible cube rats who didn't read their own mortgage paperwork, the "inside people" who believe registering a client not only guarantees the lowest possible pricing(and 3 point margin)but secures a customer for life - I could go on, but why bother. 

So deep in the forest, we can't see the trees.  Stop. Look around you. Look at what you are doing. Are you furthering a prospect through the funnel, or tracking down toner cartridges to deliver to that church you just landed - fooling yourself into believing that shuttling toner is "customer service" - gag. (Does anyone remember delivering and installing ribbons?) 

Has it become easier to Sell than it is to Process the order?...sound familiar Ikoners, X'boys, HP-er, BTA folks, IT VARs? 

Are you asking simple business questions or analyzing a 120-column spreadsheet? Chaos is commonplace. We endeavor to reign in the chaos by throwing Process at the fray. This is good. We all need processes and procedures to work as well-lubed machines. 

And as much as we apply the process to the Selling environment - quantifying qualifications, next step criteria, determining relevant influences, and navigating the prospect through The Funnel - And as much as there are required steps involved with delivering your service/product, credit application, shipping, space and power, sales forecasts, order entry, pricing, prospecting, etc.

- where is the Tipping Point when Customer-Centric falls victim to Process-Centric?

When is it more important to have the correct paperwork on file versus helping your client process their Pay Roll? And more importantly, why? Look at your most recent MPS opportunity. They can most likely save a grip of money because of their existing, flawed "process" - the process became more important than the result. 

It's the classic Purchasing model. Grinding the price or "cost" down was all that mattered when getting a copier or a fleet of copiers. The process of acquiring the absolute best price overrode real end-user requirements and did not support the organization's, overall business goals. 

Tunnel Vision - In a sport, in which I participate, there is a phenomenon that occurs to all the newbies - "Tunnel Vision". 

Out of fear, stress, and the inability to process more than 12 things at once, the mind and the eyes focus on one, specific, detail. Everything else is in a fog except the one guy you can barely see, you know if you concentrate and FOCUS, taking your time, slowing down, aiming, waiting, willing him to move into your sights, you can eliminate him. 

Wait for it...wait for it...when

SPLAT,SPLAT,SPLAT,SPLAT,SPLAT!

Some other player walks out of the fog and puts 5 into your back. 

Welcome to Paintball, and welcome to Tunnel Vision.

Governor French Academy files another suit alleging fraud in copier lease: Marlin Leasing

Ok - some people have enough problems with a single lease, but 3 in three years?

Just asking for trouble.

This is a re-print of full article, here.

8/11/2009 9:10 PM
By Kelly Holleran

A St. Clair County company has filed a second suit this year over allegations another business should have known of a man's attempts to defraud it out of money.

Governor French Academy filed a lawsuit Aug. 5 in St. Clair County District Court against Axis Capital.

The suit is nearly identical to a June 29 complaint GFA filed against Marlin Leasing.

In both complaints, GFA claims a man named Kevin Welch solicited leased copiers and printers to the company.

GFA entered into an agreement with Marlin Leasing in September 2005 to lease the equipment, according to the August complaint.

Later, the company entered into an equipment lease agreement with Axis in August 2006, the suit states. Welch claimed any money paid to Axis would be used to pay off debt GFA owed to Marlin Leasing, the company contends.

Again, GFA entered into another lease agreement with CIT in June 2008, in which Welch represented that a portion of funds paid to CIT would be used to pay off the Axis debt, the complaint says.

"In the spring of 2009, GFA began receiving bills for the lease payments related to Lease 2," the suit states.

When GFA contacted Axis to say that its payments toward Axis were supposed to also be going to Marlin, the company informed GFA it was still liable on the Marlin lease, according to the complaint.

"Welch entered into and promoted a scheme of transactions with GFA wherein Welch would make a lease with GFA through a financing company such as defendant, who then became lessor to receive payments from GFA," the suit states. "In each succeeding lease Welch represented to GFA that the monies received from the negotiations of a new succeeding lease would be used to pay off the balance of the prior lease, so that at all times, GFA would have only one lessor. Upon information and belief, Welch used the proceeds from the old leases for his own use, and not to pay off previous leases as represented."

Axis knew, or should have known, of Welch's fraudulent scheme, but failed to warn GFA of it, the company contends.

GFA is seeking a judgment of more than $50,000, plus other relief the court deems just.

Kevin J. Stine of Mathis, Marifian, Richter and Grandy in Belleville will be representing it.

St. Clair County Circuit Court case number: 09-L-410.

Death of the Copier Quoted Over At The Business Transformation Center

"For decades the printers were sold as a commodity, if not an oddity. And trying to mix 'copier guys' selling with 'IT guys' order-taking is a cultural challenge. But separating and allowing the managed print service provider to stumble and grow seems to be working. As well as establishing 'legitimacy' with the propeller-heads of the IT world."

Thanks, Greg. I like the way you put that.

Go on over and check it out, here.

Managed Print Services Market to Be More Than $50B by 2013: Photizo

Latest Managed Print Services Data: HP Takes Top Spot from Xerox in Global MPS Market Share

PRESS RELEASE:

New Photizo Group Forecast Signals Dramatic Expansion in MPS Market

Lexington, KY (PRWEB) August 14, 2009 --

The new 2009 Managed Print Services (MPS) Market Forecast from Photizo Group reveals a rapidly developing market with dynamic top-level changes in market share. The 2009 MPS global forecast describes a robust segment undergoing tremendous growth. The latest report projects the market will be more than $50B by 2013, and more than 50 percent of all devices will be under MPS contract. The data indicated that HP had overtaken Xerox as leader in the global MPS sector in 2008, with a 34 percent share of global market.


The Photizo Group specializes in research and analysis of the Managed Print Services market. The annual MPS Market Forecast Report is becoming the de facto standard for analysis of this rapidly evolving sector. Photizo defines MPS as the outsourcing of hardcopy devices (printers, copiers, faxes, and MFPs), including all aspects of management, servicing, and on-going maintenance. The MPS Forecast and Share Report covers both programs offered directly from manufacturers and those offered through channel partners.

This is groundbreaking information for MPS watchers. The dramatically shifting position at the top demonstrates how aggressively companies are pursuing MPS market share. No one with any interest in MPS can afford to sit on the sidelines, simply guessing what is going to happen.

Managed Print Services is one of the fastest growing segments of the enterprise printing industry in today's economy.

This report from Photizo acknowledges and validates HP's focus and commitment to be the leader in the MPS market.

Total Manufacturer MPS Revenue in millions (USD):

Historical data


* 2006 - $9,473
* 2007 - 13,811
* 2008 - 20,346


Revenue forecast


* 2009 - $25,764
* 2010 - 32,643
* 2011 - 40,593
* 2012 - 49,253
* 2013 - 59,678

Europe To Be Largest MPS Market By 2013

The forecast is updated annually and provides historical and forecast data for North America, Europe, Asia and Latin America. The global forecast cuts through the flux in market geographies and provides strategic planners with useful data for pursuing the most profitable regions for MPS. Although today the United States is the largest geography for MPS, significant changes are expected, with a new number one geography appearing by 2013. While Asia is the fastest growing, Europe will become the largest MPS market by 2013.

Companies pursuing an MPS strategy can gain an advantage by arming themselves with the most accurate, current data about this market. "This is groundbreaking information for MPS watchers. The dramatically shifting position at the top demonstrates how aggressively companies are pursuing MPS market share. No one with any interest in MPS can afford to sit on the sidelines, simply guessing what is going to happen," said Ed Crowley, founder and CEO of the Photizo Group. To assist MPS vendors, channel partners and other decision makers, Photizo is making a summary of the report available immediately at no charge.

"Managed Print Services is one of the fastest growing segments of the enterprise printing industry in today's economy," said Tom Codd, Director, Enterprise Marketing, Imaging and Printing Group, HP. "This report from Photizo acknowledges and validates HP's focus and commitment to be the leader in the MPS market."

For more information about the 2009 MPS Market Forecast Report, and to obtain the free report summary, visit http://www.managed-print-services.com/forms/forecast_info.html.

Another "GACKED" Sales Forecast: Idaho School District Reneges on Xerox Deal

More than $43,700, second place was $11,000 less, a month for copier services canceled and a bidding do-over. Not sure if the good guys won on this or not.

Either way, more mud in an already murky industry, slung for all to see.

I would love to have been a fly on the wall during the Xerox weekly sales meeting!

This story first hit a month ago - one of the losing suitors cried "foul" and gummed up the works for the winning vendor, and ultimately wrecking the school districts plan to upgrade copiers.

I felt at the time that there must have been more to the story than was written - hell, we have all been there before.

The risk of challenging a board's decision is daunting, and such a delta must mean a huge difference in offerings.

And indeed there is a difference - the most stark, Xerox proposed 1.5 "bodies" in their recommendation.

District officials said last month they "...went with Xerox because the company offered to provide one full-time employee and one part-time employee based locally to oversee maintenance of the copying machines..."

Some really quick math, reveals and approximate purchase price or funded amount, of $19k/machine. Wow.

The offended competitor, Fisher's Document Systems Inc., said its proposal offered to provide service within four hours.

"We do have concerns. Our patrons have concerns. We have stepped back," School board chairman Mike Vuittonet said Tuesday. Funny how they "have concerns" now, after the deal had been awarded and after the second place vendor objected - spineless public, bureaucrats.

Two words - Home School.

So everyone here is looking out for the benefit of some 34,000 students whose teachers will be using old equipment come this fall, right?

Xerox was just trying to propose the best solution - 1.5 bodies for 120, distributed copiers? HUH?

Fisher's Document Systems Inc, is just trying to save the tax payers money. And recommending copier's for 60 months is a GOOD thing? Were they recommending Sharp? Over X? Even with 4 hour response time and promised 24 hour machine replacement? Bravo Sierra.

Ultimately, the responsibility, the blame, rests squarely in the lap of the District for short-sighting the RFP process. For looking at printing the same way the board before them did and the one before.

I wonder how many copiers sit right next to fax machines and feet away from single function laser printers. I wonder how many thousands of dollars worth of toner and ink supplies are stuffed into Principal offices, teachers lounges and class room closets.

Was the RFP a 1:1 replacement?

And finally, how many teachers will be standing in line at the local Kinko's, the night before a quiz, coughing up personal fundage and paying for "clicks"?

The stench of "fail" hangs on everyone in this deal - pity the teachers and the students...

Vote For Me: If You Feel So Inclined - MPSA Secretary

The Managed Print Services Association is real. It must be, because it now has a charter.

Having been there at the very beginning I am honored and privileged to have been nominated for the post of Secretary.

For those who nominated me, thank you, the nomination alone is very satisfying.

To vote for me, go here.

"But Why Greg? Why would you ever want to be a Secretary in the MPSA?"

The answer is simple - I want to contribute as much as I can in creating a group unique and different within our niche. Something bold, a group that everyone would want to be a part.

Sellers, buyers, manufacturers, MSP's, MPS's, VAR's, clients, BTA, pundits, and experts.

I was asked a question on LinkedIn by Jim Fitzpatrick:

"...Greg, you are well-known throughout the industry for you “Death of the Copier Blog”, in which you identify everything within MPS Industry that doesn’t make sense.

In your possible ... new role as Secretary within the MPSA, outside of your Blog, will you help the MPSA make sense, out of everything that doesn’t make sense?

Sorry, it doesn’t hurt to ask …"

My response:

"...Yes, I will help make sense out of everything that doesn't make sense.

I will bring all I can to help and guide the MPSA through these most interesting times.

I do know MPS; I know MPS holistically and I see MPS from the clients' and the reseller perspective.

What is so very exciting about MPS right now, at this singular point in time, is it's uniqueness and ever changing form.

And I guess for me, this is a direction I was always heading; my past exploits unknowingly preparing me.

I intend to be part of building an association where it is easy to belong. A group with a simple, easy to understand purpose and common ideals.

So again, yes, I will help the MPSA in every way I can.

Not just by pointing out what does not make sense, but forwarding positive ideas and approaches..."
There you have it.

Now, anyone got a baby that needs kissin?

Would you like to know a little more? Article from March, 2009.

Managed Print Services Association: See Your Future, Be Your Future

Copier & I.T. Sales People - Skip the Product or MPS Launch/Training - Get Business Training

8/2009 -

As a copier salesperson, you know the stigma - you are just one notch above "used car" sales territory (not that there is anything wrong with that). Even your family wonders how the heck you settled into selling copiers.

The "consultative copier salesperson" approach is stale and a joke. How are you a "consultant" if all you do is compare lease payments? 

But - copier salespeople know how to sell, they are tenacious and work around, over, or through any obstacles to success.

And by obstacles, I mean competition from all fronts - in the field and from the chuckleheads back at the office.

You don't sit on your butt all day and you aren't afraid to walk the streets and have doors slammed in your face.

You know how to recover, adapt and prevail.


Imagine for a moment, a segment of sellers that have indeed been sitting on their collective rumpus for two decades. A niche that has sold completely on price.

An upside-down selling model where the "sales" person doesn't really sell, they just make sure the paperwork is all in order, the deal is registered, and coordinate meetings in Outlook - they schedule WebEx appointments.

In that world, the real selling is performed by Tech-heads. Folks who never claim to be salespeople openly loathe Professional Sellers. Only these chosen ones are worthy enough to hold an audience, at the same level, as the prospect - give me a break.

Now imagine the Prospect in this niche.

He is used to empty-headed sales reps presenting off a brochure and price list. He always takes appointments from the rep, if the rep is a "she" - bonus points if she knows the difference between ST TOS and TNG.

He doesn't know leasing because for decades he strictly purchased. His SLA expectations revolve around days, warranty periods, and depot service. He is not familiar with Cost Per Image models and may even believe that the cheapest is the least expensive.

This prospect compartmentalizes everything - everything. He never answers his phone. Managing his time, his time does not manage him.

He reads all his emails, at his leisure.

When he finds something of interest he will gladly place it(and you) into a compartment. He does not like copier salespeople.

The niche, Information Technology.

The salespeople, VARs/IT integrators.

The prospects and clients, Corporate Information Technology (IT) professionals.

Now let's further the idea by turning the existing IT sales model upside-down (or is it right-side-up) and injecting these crazy, nutty, copier salespeople.

How could we do this?
Re-train, Re-Brand, and Release "the hounds".

Re-Train.

I know, you are required to go to the quarterly or annual meeting. And the infinite wisdom of event planning is always looking for "sponsors". So your suppliers pony up some shekels for the hors d'oeuvres or box lunches in return for an hour or two of "sales(product) training".

Think about this. Do you even care that the new models are faster? (DUH!) Or use less energy? (DOH!) Or maybe you find the bundling of one year of free black and white prints the Holy Grail of your selling world? (good lord).

Wouldn't a class dedicated to arming you with real business training have more value? How about a session titled, "How to apply new technology to everyday business problems" or "Your Clients Accounts Payable Department: The Key to Successful MPS"; excite you a little more than "How to sell Scan Once, Print Many..."? It's an exaggeration, I know, but you get the point.

Here's another tidbit; discover the differences and similarities between MPS and MSP.

Re-Brand

Remember "IT guys hate copier salespeople..."? So DON'T BE A COPIER SALESPERSON. Brand yourself as the MPS specialist.

Create and name an MPS Division, "separate" from the copier side. Separate from the IT Sales side.

When talking with IT prospects, shy away from copiers/printers but relate everything back to operational costs, limited resources, expense reduction, budget constraints, end-user satisfaction, and ROI.

Want to know more? Ask for Darrell, here.

Release

The way I see it, if someone re-calibrated these battle-weary selling professionals in the ways of solving real business problems, holistically, the competition would never know what hit them. Their customers would evolve into Partners.

And all would be right with the world.

Some IT Sales organizations still think of the printer/copier/output arena as the un-sexy. The last stop for those leaving the IT industry and the first project for the newly recruited/recently hired.

Some use proximity to distribution as a selling point; one component of the corporate Value Prop. They think that an armload of Professional Certifications is enough. Some still think people buy from people they like and all you need to do is be nice.

If you rebrand and create a separate selling entity, like an MPS Division - release the hounds.

Let your new, squeaky clean MPS Team go after your existing client base or your MIF.

If you are an IT VAR, most likely your competitors won't know what happened until they start losing "toner" orders.

You, copier dealers, are so nimble you could have an engagement up and running weeks before the "big guys" even get contracts in front of a prospect.

If your existing equipment sales team doesn't like it, offer them an interview/opportunity to join the MPS team.

Hordes of trained, razor-sharp selling professionals armed with a bit of tech knowledge, a customer list, and a phone - let them rip.

Oh yes, there would be Blood, and yes, there would be Glory -