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The #1 Sourcing Publication in the Document Imaging Industry
Issue In PDF Format: DECEMBER 2007 ISSUE
Dec 2007 pg 1-50      Dec 2007 pg 51-100
Business Profile:  Copystar   PRINT
Company On The Move: TKH PRINT
 
Featured Articles
Read: Print Management For Beginners by Scott Cullen PRINT
 
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Read: Calling For Dollars by Larry McGinnis PRINT
 
Read: Document Access Addressing Client's Messes by Tim Nissan PRINT
 
Read: Profile of Xerox 8850 & 510dp- Part II by Britt Horvat PRINT
 
Read: The Money Pit- Part II by Raymond Cote PRINT
 
Product Showcase: KLE    Press Release PRINT   
Free Tech Help PRINT      Advertiser Index    Business Cards            Classifieds       
All Articles are also in Word Document Printable Versions - PRINT

 The down side is if the customer has a problem on say, Tuesday. The ISO will do the call without charging the client. This very rarely happens but the customer is assured that when an emergency comes up, it will be taken care of in a timely manner. 

Wait, here is the unexpected curveball in the service business: “FREE SERVICE CALL”. I touched on this topic a little earlier.  When one ISO suggested to me that I should offer my (new) customers a free service call, I thought he was nuts.  After talking with him at great lengths, I finally understood what he was trying to say.  It’s not really free; it’s really an investment.    When you meet with a new prospective client you offer him a free service call to show him how you work and to get your foot into the front door.  When you really stop and think about it, that’s what happens when you meet a prospective client. I think what’s on the top of their mind is whether you are eminently qualified to resolve their problem or not.  Ok, so after the service call, they think you are qualified to service their Docutech 135 printer / copier and now they have to rethink the fees and the charges that you will charge for your services.  Are the charges normal and customary, they might wonder. That’s the million-dollar question.  In a way, it’s all about perception and what the customer sees. When you enter his shop, are you neatly and professionally dressed in casual attire or are you in jeans and a torn sweatshirt? Even if you are a super whiz with copiers and printers, but you look like a guy that will be looking for dinner in the trash compactor at the local supermarket, then you will not be a believable person.  Dress professionally and the customer will respect your expertise.

It was a lot of fun doing this article because I was able to interview many ISO’s along the way. Some would talk forever and some were a little more conservative and did not volunteer information.  Thanks to everyone! Please continue submitting repair tips and any other information you may find helpful to other ISO’s. I can be contacted at: VillageCopierNY@AOL.COM.

Money Pit   pg 1  pg2  pg3  pg4  pg5  Print Word Document

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