"We gotta have the company history in this proposal..."
"And don't forget the spec sheets..."
"This will be easy, I can just use the last proposal we did, and search and replace..."
Sound familiar?
Let me ask you something, do you read books?
What keeps you interested?
It's the story, isn't it?
Somehow, your favorite writer or a nice article you spend time with engages you and tells you something new, yet familiar.
Now, do you think that article or book was boiler-plated into existence?
Do you think Stephen King, goes out, asks a bunch of potential readers what they like and what scares them, imports all that "data" into a tool, clicks "go" and out pops the next best seller?
"No, Greg, I don't think Stephen King clicks on "go" and a best seller pops out." - good answer.
- by James T. Kirk, Captain of Starship Enterprise
Navigate the Universe of Copier Sales - Propel Your Sales Career to Stellar Heights
Stardate 9678.3.
Over a glass of Saurian brandy in the lounge of the starship Enterprise, I found myself engaged in lively discourse with a few dealers and sales personnel about the current trajectory of sales and trading across this vast quadrant of space.
"...they(your prospects) entrusted me with the responsibility to generate a scope document, examine vendor proposals, participate in sales conferences, provide feedback on candidates, and oversee the implementation of the chosen solution..."
It was like a temporal loop - similar conversations had taken place light years before.
For more than a decade, I have been heralding change, echoing through the cosmos to dealers and original equipment manufacturers about the course ahead. It isn't about creating patterns of light on a page, or the latest software from the Daystrom Institute. The route to successful selling lies in the wisdom of our ancestors:
From the very beginning, I was uncomfortable with the "P" in Managed Print Services" - it is restrictive and a bit misleading.
But, in the beginning, the word "print" seemed a bit more familiar and approachable. Your prospect knows what you mean when you say "print".
The definition simply rolled off your tongue whenever asked, "What does MPS mean?"
"I manage all your print devices..." - You.
"Oh, okay, I understand..." - Prospect.
But wait...how much about Managed Print Services can you honestly identify with?
How familiar are you, personally, with the real-world benefits of MPS?
Sure, you can perform an assessment. And you put together quotes and proposals. Maybe you can even speak to a C-level, peer.
But do you know how it feels when a cartridge doesn't show up?
Do you experience the pain of attempting to de-code an invoice?
One of YOUR INVOICES?
Have you witnessed the positive results of replacing personal, desktop printers with a second monitor?
Specifically, does your place of employment have your MPS Engagement in place?
Are you monitoring your, internal fleet?
What, you don't eat your own dog food?
The cobbler's kids have no shoes?
If so, scamper up to the owner's ivory tower and call Bullshit.
While at IKON, we sold all the best, top-drawer EDM solutions - all of them.
Yup - you guessed it. The order entry pack was a collection of spreadsheets. At times, we actually faxed out meter read sheets.
We printed 45-page proposals - 42 pages of marketing fluff, 1 cover, 1 letter, and a price list. (gasp!)
Now, I won't mention any names but there is an IT VAR, out on the Best Coast who has a small MPS practice.
In 2009, this 145-employee VAR spent $19,000.00 on toner and supplies for MFPs.
Before implementing their MPS, those who could guess estimated an internal fleet size of 19 printers/MFPs. In the end, it was discovered that 43 devices populated the organization.
Most of these, are locally connected.
At the close of 2010, invoice analysis revealed a yearly supply spend of $4,500.00.
I was reading a blog regarding selling and noticed some interesting information - from the post by Jonathan Farrington, The Sales Corporation:
"...various studies suggest that getting one salesperson in front of one customer now costs $1000 - this cost has trebled since 1983. As a consequence professional salespeople have to be more effective than ever to justify the investment in a face-to-face effort..."
The one-term that sets top performers apart - customer focus
Outstanding sales results depend on: - The ability to think from the customer’s point of view - Understanding the customer’s agenda, buying cycle, and best interests
Beyond a superficial reading of immediate customer needs, salespeople must gain a deeper understanding of both the buyer’s long-term goals and the overall business climate
At the heart of customer focus is the art of listening constructively - the best salespeople are masters at capturing information
Customer focus means taking the customer seriously - today the salesperson who clings to the product orientation of a decade ago is losing ground
As client companies branch into new markets and unfamiliar territories, they are demanding unique, flexible solutions from their vendors - customized to support specific goals
Another myth that can be exploded is that whilst customers value flexibility, being too flexible can undermine the sales relationship. On the whole, salespeople imagine that customers value a vendor’s responsiveness above all. However recent research shows that their primary concern is reliability.
In summary, in order to maintain customer focus, the best salespeople become facilitators, creating a partnership that extends the selling relationship within the customer’s company. The motivation to achieve this should be strong - it costs five times as much to attract and sell to a new customer as it does to an existing one!..."
-----
I think of the changes happening right now in our industry, and how everyone has started to "talk the talk" about being a different type of technical, selling professional.
I have often mentioned the ability of successful salespeople to be Partners with clients, to constantly develop Business Acumen, and to learn to Empathize with customers.
So it is nice to read an affirmation of my thoughts - from somebody in sales, but completely outside of our industry:
Partnership
Business Acumen
Empathy and Disconnect
Partnership -
The "Partnership" mentality is a mature set of beliefs anchored in "...To Do No Harm...".
You're are in front of the prospect to Help them - you must find where they need you and if they are willing to accept your help.
And as an example, if you are in there to "..Do No Harm.." why would you "gouge them" on pricing, why would you make them sign into a 60-month, "captive", on-sided agreement? Why would you twist your client into a solution which only addresses the surface issue of "price"?
A real Partner is never an Enabler
We don't need to watch Dr. Phil - if you are in a position comfortable enough to tell your client they are wrong, then you have the beginning of a partnership. If after you tell the client he/she is wrong, they take your advice, your partnership is built on solid ground.
Don't Enable Your Prospect to Make the Same Mistakes, over and over...
Business Acumen -
This is not product knowledge. This is not a feature and benefit argument. This is not easy. This will take time.
Business Acumen is ALL of the above and oh so much more.
In a nutshell, business acumen can be obtained through the observation and study of everything "around" your solution - That is, the study of the cause and effect of your position, proposals, and projects - over time.
This knowledge is uniquely yours.
Yours to take with you into every appointment and in every conversation.
Think about this: your view and your opinions based on the history of your "installs" and implementations and proposals - are yours alone. Not your companies, your clients, your manager, or your peers - all you.
If you have installed just ONE idea - the outcomes and ramifications of this one project, seen through your eyes, are an example for you to use in every single 'new' opportunity. And each new opportunity, not just installation, is a chance to learn more about business than from any book ever written.
Empathy and Disconnect -
These two words diametrically oppose - but the tight rope must be walked.
Empathy - Good salespeople can put themselves into their client's "shoes"; see things the way their client does. In order to do this effectively, one needs to become "one" with the prospects' business, his world, from his angle - and not through the prism of product or service. One needs to see the prospect's world without "commission" or quota issues hanging over one's head. And to do this effectively, the Selling Professional needs to become disconnected from the outcome of the sale...
Disconnect - Difficult, but not impossible. First off, what do I mean by disconnect?
Disconnect, in this sense, is the ability to cut away from your emotional connection to the success of the "sale".
More specifically, disconnection from the success of the sale, from the selling professional's view, is what I am talking about. But this is NOT being uncaring or aloof or unconcerned - a tightrope.
Perhaps disconnect is a strong word, maybe "compartmentalization" would be better.
Once the emotional factor is put aside, we can deal with the client in terms of what "makes sense" for both him and me, instead of trying to force a square peg into a round hole, at the end of the month.
In conclusion, common sense usually prevails and over-complication of simple rules typically dilutes the results. If you focus on these three issues:
Four years ago, if you told me I would be in Oconomowoc, Wi, helping a VAR go national and rediscovering the future of office print - I would have slugged you in the head.
Well, this is PRECISELY the situation I find myself in. In a land of fried cheese, beer, and cities named after Indians.
"Sassenach"
Through the hoopla, laughter, and tears, when I look back to 2011, I can't help but shake my head, roll my eyes and ask,
"ADTs (Automated Decision Tools) are making impactful decisions now,” said Assemblymember Bauer-Kahan.
Greg's Words
Hold the phone. "Full Stop"(I hate that phrase). Pump the breaks. The Assemblymember is referring to artificial Intelligence tools and is worried that these tools will produce outcomes that are "...equitable for all.”
This is one reason why I am calling for AI Anαrchy
Who are the arbitrators of 'equitable'? Hiding behind the therory of AI bias, or what the bill calls, "Algorithmic discrimination", these lawmakers are actually forcing a bias that may not have been in existence in the first place.
This is just the beginning. AI is evolving by the hour and it doesn't care about legislation. What is important, and has always been central to technological advances, is how we humans utilize this new tool.
It is up to us and history tells a story - from Fire to Nukes. Time will tell.
Check out this quick summary of the Bloomberg story.
Key highlights:
California introduces a sweeping bill to monitor AI usage by employers and industries.
The legislation targets discrimination in various sectors, including employment, education, and healthcare.
Businesses are concerned about potential compliance issues and financial penalties, fearing a chilling effect on innovation.
The office imaging industry is facing new challenges due to global supply chain disruptions caused by the pandemic. However, the return to office work and the hybrid work model has helped restore some of the lost page volumes and created new hardware placement opportunities.
To remain successful, printing industry dealers must explore ways to offset declining print volume and look for new hardware placement opportunities. They should offer a broad portfolio of reliable, low-maintenance print solutions that cater to end users' needs, ranging from entry-level to light-production-level devices. End users value a good experience with their print and copy devices, as well as reliability and low maintenance requirements.
The world of sales is changing rapidly, and to keep up, sales professionals must continually adapt and improve their approach. In this article, we'll discuss three essential traits for success in modern sales: Partnership, Business Acumen, and Empathy & Disconnect.
Partnership: A Mature Set of Beliefs Anchored in "To Do No Harm"
To be successful in sales, you must first establish a partnership mentality with your prospects. This means that you are there to help them, not to take advantage of them. It's important to find out where they need help and determine if they are willing to accept your assistance.
Not such an odd question, considering the low barriers to entry provided by today's social networks. Indeed, relative to a decade past, the platforms available for connecting - Tinder, Plentyof Fish, Match, the scandalous Ashley Madison, and even LinkedIn - are ever-expanding.
Barcode scanners made checkout faster, and today's 'dating' apps get more people hooked up, quicker.
These tools suck the 'art' out of the introduction, pairings are built on the assessment of a witty sentence and attractive photo. We've commoditized the foundational stages of relationship building. I can't help but wonder if this results in hollow, unfulfilling, short-term espousals.
Similar to personal relationships, print services engagements begin with an introduction and assessment. The success of every managed print service agreement depends on correctly assessing the current state.
There is a great deal of "automation" in our little niche; auto - fulfillment, remote monitoring, M2M communication, auto-generated assessments, proposals, SOW's, Twitter-bots, RSS, on and on.
Hi-technology effects the basic tenants of human existence; both eroding basic, physical contact and expanding our "social network".
Doesn't leave all that much room for us humans, eh?
Fear not, take a walk.
Extend that Human Touch
No matter how fast data moves around the globe. From fax to pager to alphanumeric pagers, carphone, bag-phone, brick, mobile, laptop, tablet, to nano-implants, hopefully, it all boils down to two people sitting across a desk from each other engaged in a selling process.
Governor French Academy's mission is quite simple. We provide:
1. The finest preparation for college-level educational work 2. Complete preparation for college testing procedures, including interviews 3. Thoughtful assistance in obtaining financial aid for college-level education They bill themselves as a college preparatory school complete with a challenging curriculum, "...young men and women in their crested blazers..." and their site exudes a quiet professionalism.
So how could something like this happen? How could an organization charged with molding these young minds full of mush end up in such a predicament?
They just weren't paying attention - happens all the time.
Full, latest article, cut and pasted to follow.
BELLEVILLE -- Governor French Academy may have to file for bankruptcy to protect itself financially from a dispute involving copy machines, the school's headmaster said Thursday.
"We started to receive bills out of the blue for copiers we don't have," said Governor French founder Phillip Paeltz.
Paeltz said the school has done business with Kevin Welch, of Okawville, for nine years, leasing copying machines from various companies the school staff thought Welch represented. The school staff was under the impression the leases were terminated when they returned the copiers to Welch but discovered later that some of the machines were never returned to the companies, according to Paeltz.
Welch could not be reached for comment Thursday.
Now seven leasing companies are suing the private K-12 school, accusing it of being in possession of 14 copiers. Paeltz said the value of the leases and the machines comes to an estimated $500,000.
Paeltz said the school tried to work through the situation with Welch in April, when school officials first started getting erroneous bills from the copy machine companies, and Welch, according to Paeltz, told the school he would take out a loan to pay the money owed. When he failed to do so, the school filed a civil fraud lawsuit against Welch in July. The lawsuit is pending.
Paeltz said he knows of at least two similar incidents occurring in Illinois, one at a church in Madison County and one at a senior citizens center in Okawville.
Paeltz said the school's next step is to send proposals to the seven companies to settle the dispute.
"If they accept it, then I guess this is over," Paeltz said. "If they don't accept it, we will file for Chapter 11 protections."
Paeltz said a judge will determine the exact amount of the damages in court Wednesday.
ChatGPT: Putting the 'Artificial' in 'Artificially Intelligent Salespeople
Greg' Words
I cannot stress enough how important AI, and specifically today, how important it is that you as a salesperson needs to get to know AI tools and start using each one that becomes available. When used correctly, you will discover benefits beyond comprehension. The one caution I have is to notice when your peers get to the same level as you in AI experience. When they do, shift and pivot in another direction.
Today, we can use ChatGPT to compose emails based on our input, put together proposals with the data we supply, and research everything from a specific company, niche, industry, or economic region. What had once taken us weeks, can be done in hours, the hourly task now finishes in seconds. That is the reality today, who knows what is over the horizon.
We've put together a work that discusses the existing state of ChatGPT in the world of sales for you to digest.
Toshiba announced the availability of their new fleet management tool, EBFMS, yesterday.
At first glance, the reports about the system are favorable, but it seems detailed information regarding toner, service etc. are currently reserved for Toshiba gear - with some limited visibility into non-Toshiba units.
I "lifted" this off the Office Product News site which is a post by Corey Smith, from a BLI report at the 2008 Toshiba dealer show, back in March-
"...for larger settings, Toshiba will soon offer its e-BRIDGE Fleet Management System (eFMS), giving administrators the power of centralized monitoring while users benefit from improved availability of devices.
Key operators receive automatic first-tier alerting, while second-tier alerting is available to service organizations. Anybody with administrative access to the utility can clone settings and view meter reads. Via eFMS, administrators can assign costs to specific departments, as well as review device usage and consumables status. Dealers can use the utility to create cost and device streamlining proposals. eFMS can manage other brands’ devices, but only in a limited fashion.
This solution is still under development but should be available in late summer..."
In the beginning there was only WebJet Admin, then a slew of "newcomers" - @Remote,PrintAudit, PrintSolv, PrinteRx, rXpress, etc. and now EBFMS.
In the end, all these tools are beneficial in promoting control of the fleet and transparency of the real costs of printing - knowing how bad it is more than half the battle.
Canon USA Inc. has sued William D. Crow, a former employee, as well as 10 other "John Does" for allegedly revealing trade secrets and other proprietary information to Ikon Office Solutions Inc. in violation of a confidentiality agreement. In a complaint filed in the U.S. District Court for the District of Arizona, Canon sued Crow, for allegedly disclosing Canon's confidential information to Ikon, as part of a scheme to switch Canon's customers from Canon to Ricoh.
In the complaint, it is explained that, Crow resigned Canon Jan. 5 to join Ikon's government marketing division. In his new position with IKON, according to the complaint, Crow is working Canon's customers in violation his contractual obligations to Canon.
As a condition of his employment, Crow signed a confidentiality agreement the complaint said.
"CUSA has been and will continue to be irreparably harmed by Crow's misappropriation of trade secrets, unfair misuse of CUSA's confidential information, and usurpation of CUSA customer opportunities and goodwill," the complaint said.
It is alleged that between approximately Nov. 17, 2008, and Jan. 6, Crow downloaded information such as pricing reports, customer contact information and monthly machine population reports, for use in his new position, the complaint said.
It is also alleged that Crow deleted quotes, proposals and pricing from his computer.
The case is Canon U.S.A. Inc. v. William D. Crow et aI., case number: 09-cv-OOllO, in the U.S. District Court for the District of Arizona. ----------------------------------------------
DOTC Analysis, thoughts -
The copier industry is a "revolving door" for sales people in "normal" times, with all the changes going on today, more good people are out of a job or looking for a better position with a more stable company.
The situation displayed above happens daily, but it is rare to have a company sue an ex-employee - but times are different and the battle is being waged on all fronts - something we should be aware of when attempting to better our position in the world.
In California, it is difficult to prosecute a "non-compete" so the angle used could be the confidentiality agreement.
You signed it.
Get a copy, keep it with you, review before jetting...
On LinkedIn of all places, a post went on about making 'climate deniers' criminal based an article written by, Steven Day at commondreams.org:
"If you’re a reasonably young person who is opposing measures to address climate change for reasons of financial or political gain, be afraid. Be very afraid.
Largely out of public view, there is a growing advocacy for treating certain forms of climate change denial as a crime."
Is the author threatening? a Criminal act? Like purchasing a gas burning car, or the wrong type of lightbulbs? Or how about saying out loud, "I'm not convinced that climate change is my fault. Why don't these climate crimes apply in China, India or Africa?"
State of Fear?
We should fear the enforcing body that would inflict these laws. It would be a
"centralized autocratic government headed by a dictatorial leader, severe economic and social regimentation, and forcible suppression of opposition..."
And then there is this, also from the article:
"No one would argue that every MAGA loudmouth shouting in a tavern that climate change is a hoax should be hauled to The Hague for trial."
REALLY? Political, much?
"...climate change denial as a crime..." wow.
Bill of Rights? Constitution? This could be one of the most dangerous opinions to ever hit the press in the last decade.
So of course, I asked the Ai in the Sky to write an essay on making climate deniers criminals utilizing the sourced article as research.
"What's old is new." A statement uttered by countless generations before and leagues to come. For me, and I am sure many timeline-compatriots, today's world seems eerily reminiscent. Certainly not identical, and more than nostalgic.
More like a Renaissance.
Managed Print Services is still alive and experiencing a bump. Partly due to some pent-up demand and a reduction of IT resources.
The demand is provisional. I still believe pivoting into IT services is possible, not strictly because of an existing print-centric relationship as much as the supporting infrastructure of MPS practices is a solid foundation for the transition.
Sales and marketing will shift demographics and talk tracks, but needs assessments and proposals are parallel paths. But again, the demand for IT services has a shelf life.
Consolidation runs rampant, and the larger, establishments remain overconfident in their temporary position.
Did you know that back in 2009, the term 'managed print services' was met with outright disdain? Dealers and OEMs would exclaim, 'Shrink the fleet to reduce costs? That's heresy in a world built on selling copiers!' Fast forward to today, and we're on the cusp of another paradigm and the most significant shift—this time, powered by Artificial Intelligence.
As Andrew Ng, co-founder of Google Brain and a leading voice in AI, puts it, 'AI is the new electricity.' Just as electricity transformed numerous industries over a century ago, AI is poised to do the same today.
So, is AI merely the new MpS, or is it something far more transformative?
Mckinsey: $4.4T of value added world-wide annually
80% of all jobs are subject to being enhanced by Generative AI
In just the last year, a staggering 400 AI start-ups have emerged, gobbling up an eye-watering $24.6 billion in investment. Source: Visual Capitalist
__________
For the last six months,I've been using Artificial Intelligence (AI)in the form of a Large Language Model (LLM) every single day - cutting edge. More like bleeding edge.
Xerox shareholders to receive a $2.5 billion special cash dividend, or approximately $9.80 per share1, and 49.9% of the combined company; Fujifilm to own 50.1%
Combined company to deliver at least $1.7 billion in total cost savings, with $1.2 billion to be achieved by 2020
Accelerates path to revenue growth through global reach, industry-leading scale and enhanced innovation capabilities
Well-positioned to lead in growing business areas such as high-speed inkjet, industrial print and workplace solutions, while leveraging Fujifilm's extensive technologies
Combined company will have enhanced financial flexibility for future growth investments and capital returns
Combined company will have dual headquarters in Norwalk, CT, U.S. and Minato, Tokyo, Japan, and will maintain the iconic “Xerox” and “Fuji Xerox” brands within its respective operating regions
FUJIFILM Holdings Corporation (“Fujifilm”) (TSE: 4901) and Xerox Corporation (“Xerox”) (NYSE: XRX) today announced that they have entered into a definitive agreement to combine Xerox and their longstanding Fuji Xerox joint venture.
I had, yet another, epiphany the other day while sitting in front of a prospect, reviewing his fleet over my 8-page "Approach Document", poking through the pain, and proposing an MPS S1 Engagement.
I realized that this and every, single, assessment have had one thing in common - overcapacity.
11x17 at 1% of volume; duplex at 4% of volume; fax machines physically next to MFPs with fax capability next to laser printers; 5-year leases; fuser assemblies and toner sitting next to oh so many client's Canon/Xerox/Ricoh/Konica/Copier-De-Jour.
I thought to myself,
"What's going to happen when everybody realizes they don't need a copier?"
Last week I sat in on a Lexmark MPS webinar - the OEM doesn't matter as much as the customer (always) - Columbia.
As a matter of fact, 60 seconds into the show, I felt I wasn't going to make it past five minutes. I mean, I expect to be "pitched" but a read speech? I swear it was pre-recorded. OMG.
Toughing it out, my staying power was rewarded.
Mike Leeper, Global IT, Columbia, presented a frank, honest, and downright refreshing story of his MPS implementation. Two years into a successful MPS Engagement breaking 10 years of status quo.
Now, I am familiar with the DOW Chemical MPS and Nationwide MPS Project, so I have a good framework for comparison. Both DOW and Nationwide are successful, cost-reducing examples.
I won't bore you with the many details except these:
1. Moved decision process out of Facilities
2. Past decision process was very hardware-centric
3. Print Vendors were just like "...used car salespeople..."
4. Printing was considered boring
5. Success hinged on selling internally and continually communicating
6. Network-only devices considered
7. Project reduced costs by 37%
8. Reduced printed output by 1 million images
9. Effectively "killed" all the previous copiers(DOTC) - zero remained
The last two should send chills up the spine of every OEM and induce the booted, incumbent to hurl - through his nose.
MPS engagements like these are the Pure MPS - how can you commoditize this?
But wait, commoditizing is exactly what the manufacturers want - get all this MPS stuff boiled down to the most basic, simplistic, lowest common denominator. Make it easy enough for a monkey or copier rep(jk!)to sell.
Create tools that kill the art of MPS, and stifle creativity and growth by automatically creating proposals and QBR marketing slicks. Just press F7.
Cram MPS into the old, "slay it and move on" sales model. As long as that MPS engagement includes 11x17, an unused duplex, and a fax machine with every copier.
Back to my prospect.
As happens with like-minded folks, conversations travel the spectrum of technical subjects, tangents really. Some would say, tangents get in the way of the close. Yeah, right.
So we talked about the Agile methodology, Google, SaaS, dual-monitors, MPS(reducing output), CIOtalkRadio.com, and the new control end-users share via social networking.
How, today, the ultimate buyer has more choices and how everybody is collaborating. I told him MPS really expanded around the world because of the new social media - the buzz started online.
I expressed my belief that finally, in my little world of copiers/output devices, the shift from Supply (copier OEM) to Demand-driven(ultimate end-user)is taking place.
The party may not be over but fewer and fewer will be attending...
I think he was being polite when he agreed with me.
Either way, we decided to move forward with an MPS S1 Engagement.
So, now that I have a close, I guess I should strike out and "slay" another one, right?
If "Where there is Mystery there is Margin" is your catchphrase, you deserve what's coming.
I just read a blood-curdling article that was not intended for our industry. The story was not penned by one of our beloved industry writers or curators. It wasn't birthed by any resident bloviator or hired shrill.
By all accounts, the tome is innocuous, if not boring. There exists between the ink or pixels, an ominous report for those of us residing in the realm of fire and static, of paper and notions; "The End is Near."
Through the haze that is the fear of Covid, the desperation of supply chains, and the illumination of a purpose beyond the cubicle, copiers prevailed. Even with the fall of private equity, commercial real estate, and an unhealthy dose of self-loathing, dealers remained. They stood.
That was then, this is now.
No degree of strategy, tactics, or blind luck will save us now. Artificial intelligence will render the document's annihilation - and with it, an industry.
"Microsoft’s new Copilot will change Office documents forever"
should scare the shit out of every single person in the Office Technology Realm. OEMs from NJ to Japan are quaking or swimming the sweet River of Bliss.
The Event Horizon is passed, Gravity has us all now. It's a matter of hours.
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