If I Had a Heart: Drop the "Print" from Managed print services. The World According to Greg

March 2015 

Heartbreak and glory - the times are changing universally. One turn in my personal metamorphosis is stepping down as President of the Managed Print Services Association.

My involvement with the MPSA started at the very beginning, back when a room full of folks voted to form the association at  Photizo 1.  I am honored to have served and proud of all the accomplishments we've achieved - it has been a great time.

Congratulations to the new Managed Print Services Associations executive board:

President: Kevin DeYoung, Qualpath - owner, managed print services visionary, leader
Vice President: Doug Bies, Canon USA - new, passionate, cutting edge philosophy
Secretary: Sarah Henderson, West Point Products/Clover Technologies - stalwart, foundational, dedicated
Treasurer: Lou Stricklin, Muratec America - solid, fresh, tactician

Today, as I exit the Oval Office,  relegated to a Board of Director, I am free from the yoke of compliance, broken are the shackles of other's stunted and spun opinion, open to express my opinions based on observed behavior, not Survey Monkey or the corporate drawer statement.

I am unencumbered by concerns about how a potential sponsor or customer might feel. 

Free to ignore conversations geared around the ROI of donating $10,000.00 for a corporate membership.  

We were not lying when we said your ROI is measured by your contribution to the industry, not shelf space, or tossing our membership into your sales funnel.

The shackles of self-censorship have fallen away...

UNLEASHED...

My managed print services observations or better yet:

The World According to Greg

Managed print services is Dead and the OEMs killed it -

That's what I said.  

It was called 'managed print services' not 'managing printers & service'.  Leveraging the 'services' model to increase MIF is disingenuous and prospects see right through the scam.

Customers do not care -

Speaking of customers, they don't give a rip about the toner remanufacturing process.  They don't care about the seven steps of xerography, and their eyes gloss when you speak of ink vs. toner; color vs. B/W, or mobile print.  Stop doing that.

Find something else to talk about - say business-oriented, like employee morale, the impact of BYOD, and managing print servers.

My advice to the incoming MPSA Executive Board - 

1. Change the definition of managed print services and the direction of the MPSA.  Move away from toner, printer, and hardware - to a "Managed Services Association".  Expand the horizons, and blow the minds of millions.
2. Do not fall victim to the procedure, meeting paralysis, Roberts Rules of Order planning on how to do something without ever doing anything.
3. Once a member proclaims, "...that's not the way I operate..." they've volunteered.  The association, like our industry, is at a crossroads.  Like times in the past, both glory and ruination await.

Ideas are bulletproof -

Not only is the world on a path to less paper, but the new world will be populated with self-healing devices - no need for as many service technicians.

Managing services for your clients is the future.  This core idea is unflappable in a turbulent sea of rhetoric, incorrect research, and marketing talk.

The world of MPS, like life,  holds promise and doom - fortune, glory, and tragedy.  False promises? Yes.  Self-interest? Of course.

When haven't we experienced both?

To make a move, a real move, we've got to take that leap of faith...again and again, and again.  Heartbreak, then Glory.  Glory, then heartbreak.

Always.  All ways.

Click to email me.

"Managed Print Services? Never heard of it. I sell machines and disaster recovery..."

pariah |pəˈrīə|
noun
1 an outcast: they were treated as social pariahs.
2 historical a member of a low caste in southern India.

It wasn't long ago, the darling of the dance, managed print services, was filled with wonder and promise. Like Carrie's senior prom, that bucket of toner came crashing down spoiling mood and prom dress alike.

Yes, it is true - managed print services has become the industry pariah - oh how the mighty have fallen. Supplanted by help desk, email, and disaster recovery the lowly printer has left the stage.

Managed print services has ended up meaning little more than service and toner delivery leveraged to lock customers in, expand shelf space and drop more machines in field. But that wasn't what MPS should have been.

It had the potential for so, so much more but we couldn't handle it.  True mps is huge, expansive and all inclusive; a concept including printers and wireless routers, scanning, digital workflow, and the paperless life.

Too Big for Most People's Mind -

They invited managed print to the prom, put her on stage. Then, in a pre-planned scheme, they attempted to shame and belittle.  Unlike Carrie's story, the devious ones here understood the overwhelming power of a new business model.  Instead of simply embarrassing the concept, the sought to destroy it.  They've succeeded.

Self-centered.

"...And the raven was called sin..."

The prom is over.  But there is always another dance, another Carrie.

Let's try something that isn't tied to OEM hardware. Indeed, let's start proposing and selling ideas that ROMOVE hardware from the equation(one possibility derived from mps). The scary truth is your prospects and customers are doing it right now, with or without you.

Would you like to learn more about how your business could move away from OEM driven quotas?

Reach out to me.

MPSA Elects New Board and Executive Committee

CHARLOTTE, NC - The Managed Print Services Association is pleased to announce its new executive committee and board of directors. Elections were held during January and February, and the new officers were chosen from the largest slate of candidates in MPSA history.

The newly elected MPSA executive committee consists of:

President: Kevin DeYoung, Qualpath
Vice President: Doug Bies, Canon USA
Secretary: Sarah Henderson, West Point Products/Clover Technologies
Treasurer: Lou Stricklin, Muratec America

“I’m pleased to continue to be part of the MPSA and honored to serve as president,” said incoming President Kevin DeYoung. "The ongoing vision of the MPSA is to continually embrace all industry participants in a collaborative and noncompetitive environment as we strive together to provide the necessary industry standardization, education and removal of barriers to provide growth and high value for all businesses, be they provider or end user, within this sector.”

The newly elected board of directors consists of seven members: Six members were chosen during the elections, while the outgoing president, Greg Walters, will hold the seventh position.

Ron Alphin, Distribution Management/Supplies Network
Kim Louden, GreatAmerica Financial Services
Kevin Morris, OneDOC MPS
Robert Palmer, BPO Media
Brian Stevenson, footPRINT Managed Services
Jenna Stramaglio, MWA Intelligence
Greg Walters, Greg Walters Inc.

The 11 members that will guide the MPSA for the next two years have some of the most extensive experience in the imaging channel and represent independent dealers, financial services, OEMs, the largest global consumables manufacturer, leading media and research, cutting edge software and independent consultants.

The new officers will be welcomed to their new positions at the board meeting at the ITEX show in Ft. Lauderdale, March 11, 2015.

If you are not currently a member of the MPSA, this is a great time to get involved and help shape the dialog. Join an international group of professionals from every aspect of the imaging industry: http://www.yourmpsa.org/join

About the Managed Print Services Association

The Managed Print Services Association (MPSA) is an independent, not-for-profit organization that serves the MPS industry. Its focus is on the development of standards, education and industry guidelines that unite the different segments of the industry that bring value to all those participating. Learn more about benefits and memberships.

Managed Print Services, Copier and IT Sales Employment: More Signs or Bucking Trends?

The business landscape is improving in all directions, but check out these employment charts from indeed.com:

managed print services Job Trends

Managed Print Services jobs

Manage print services spiked back in '09, yet looks like its about to either level or fall off a cliff.

copier sales Job Trends

Copier Sales jobs

The roller coaster that is copier sales! A bump in 2010.  Still, my neck hurts just looking at it.

IT sales Job Trends

IT Sales jobs

The 'other side of the fence' is experiencing a slow bleed.  IT sales futures "ain't what it used to be..."

managed print services hp Job Trends

Managed Print Services HP jobs

Mother Blue's, Mps evolution is trending...

home building Job Trends

Home Building jobs

Home building is creeping up.  Is this another sign of the recovery?  How many construction sites need copiers?


Click to email me. 

The New Salesperson: Essential Traits for Selling in the Modern Era

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.

"Terminus MPS"

Originally posted on The Imaging Channel, here.

Managed print services as they once were have been replaced by dead programs. More than that — walking dead programs.

Zombies.

Barely detectable, cannibalistic programs crept into organizations of all sizes promising impossible cost reductions and spreading the commoditization of services. The establishment, in unfamiliar territory, created a false sanctuary and moved toward small-footprint, multifunction laser printers. Some returned to liquid toner, hoping to shake those pesky cartridge re-animators while others implemented subscription-based schemes.

Some stayed the course selling copiers.

Surprised? You shouldn’t be. The signs were there for all to see:

The OEMs cared more about shelf space and equipment quotas
And we let them.
The pundits didn't need anything more than “butts in seats”
And we let them.
The sales managers and owners, quick to lament their failures in MPS blame everybody but themselves.
And we let them.

Today, walking dead MPS programs outnumber us and, like the make-believe TV zombies, these offerings are melting away with every storm, shrinking in form and numbers like virgin cores.  It is messy.

In spite of this, there will be no mourning, no heartfelt regret. Things are as they should be. The world moves — terminus MPS is no surprise. We’re presented with the opportunity to find a new pivot point and, unlike the monochrome to color or analog to digital shift, I look forward to the idea of a bigger move.

Consider three mindshifts:

Everything as a service — THINK

This is difficult; changing your mindset always is. Step out of your current business and look at your service model. Look through a different lens away from the product and more on the service. Moving away from expecting monthly unit deliveries is a perspective that must change more than ever before. Think about the possibilities when all things connected can be monitored — how much for services when charging a fee for every act, or provision?

Redefine your OEM relationship, find new partners - NO HARDWARE

For decades you’ve driven business to fulfill your equipment quotas, supporting your OEM of choice — they’ve demanded you continue down this path, leading you along with volume discounts and rebates. Once upon a time, this was supportive. Today, quotas are chains

Forget adjacent industries, go for the contrarian - LUXURY SUBMERSIBLES

Water and coffee services, managed services, managed print services and making copiers isn’t even enough. The bold move is one away from the industry, and parts of the model. Why not monitor a client’s entire power grid or manufacturing floor? How about aiming your expensive NOC at every device with an IP? What is the difference between connected copiers and connected lightbulbs, HVAC, coffee makers, security systems, oil rigs, beer taps, automobiles, or 3D printers?

A challenging idea, wouldn’t you agree? Take heart, dear reader, the greater the challenge, the greater the rewards and no other industry is up to the task more than we. Here is a quick SWOT analysis of our position and why we can do this:

S — OUR STRENGTH

Over the years we’ve moved from down-the-street cold calling to boardroom presentations; from cash transactions to service embedded into leases. Looking back, we’ve always gone through a transformation of sorts. The transformation most of the world is currently working, we’ve already been through — from the box to the C-suite. We adopt

W — OUR WEAKNESS

We have fast-moving sales cycles (30 day), heavy overhead, reliance on OEM technology and market drivers.

O — OUR OPPORTUNITY

New markets, new services. The panacea of repeatable, predictable revenue is visible and the best way to build a sustainable service model is not on machines delivered.

T — THE THREAT

OEMs acting even more isolationist, ignoring the indirect channel. Lower-priced devices carrying less margin and technology, attracting business culture away from print.

When we first connected with our MIF (machines in the field) we didn’t know it, but we were the part of the Internet of everything vanguard. We’ve been selling and talking remote monitoring, proactive delivery and business solutions for decades — selling business solutions isn’t in our wheelhouse, it IS our wheelhouse.

The world is pressuring us into becoming part of the horde. Choose to be big, bold, brash and shocking or dissolve away with the walking cadavers. MPS may be a zombie, but you’re not.

###

A prolific writer, frequent speaker, and hyper-charged freelancer, Greg Walters shares his passionate, unique and provocative view on technology, addressing the digital impact on 21st century business and the new way of work and society. His book, Death of the Copier, published in 2014, offers a controversial summary of the early days managed print services and the not-so-distant future of the hard-copy industry. For four years, he was part of and then rebuilt a managed print services practice inside a West Coast VAR/MSP. Over the last three years he has been assisting companies with optimizing their IT portfolio of services, analyzing information workflow and processes, building self-supporting MpS programs inside IT departments and creating and implementing print policies for medium to large businesses. His company, Greg Walters Inc., is a bold consulting and content creation firm helping companies optimize processes and communicate their stories. Contact him at greg@grwalters.com




Click to email me.

The Internet of Everything is the Next #ManagedPrintServices ...

February 8, 2015

As you know, CISCO plans on connecting every, single thing and Apple looks to connect every single person:  a combination beyond comprehension.

In the early days of managed print services, remote monitoring of devices was cutting edge technology - with just a handful of software providers, we knew the internet of things when it was simply the internet of printers and copiers.  Our connected realm was the vanguard - the shape of things to come.

Today, the rest of the business world is recognizing a need to shift focus from boxes to relationships, from project based revenue to repeating streams.  HVAC, electrical, automotive and even shoe manufactures are grasping the meaning of everything as a service.

We've done this - we've changed business models, our OEMs have struggled against the tide and the independents prevailed.  It doesn't matter if companies are managing laser printers or laser guided missiles, toner levels or tire pressure, ROM flashes or app updates, the managed print services niche, all 100 of us, broke through years ago.

Here is my point - print volumes are decreasing and one day soon, "will fall off the cliff", like buggy whips and cotton looms.

But this is not an "extinction level event".

We can pivot out of copiers/MpS into any niche, vertical or industry as providers understand the IoT means "Everything As A Service".

We've had the C-level conversations about 'relationship' and value outside the product/machine/widget.  The refrigeration sales-rep has no clue what all that means.  Refrigeration, HVAC, home security, plumbing, traffic lights, automotive sales - they are all evolving into recurring revenue and customer centric managed services.

MpS is not evolving into the IoT, the IoT is transitioning into MpS.

Good stuff here and DOTC posts about IoT, here.

Click to email me.

MPSA Announces Nominations Open for Board of Directors, Executive Committee

CHARLOTTE, NC -

The Managed Print Services Association (MPSA) announced the opening of nominations for its 2015 elections. Nominations for executive committee positions and Board of Directors positions will be open from Jan. 22-Feb. 6.

Individual members of the MPSA may nominate themselves or another member to any of the open positions. Nominees must be current members of the MPSA. More information as well as a nomination form is available at http://www.yourmpsa.org/nominations.

The following positions will be open for nominations:

• President
• Vice President
• Secretary
• Treasurer
• Board of Directors

As nominations are received, the MPSA nomination committee will confirm the nominee’s interest in participating, review their qualifications, and present the most qualified candidates to the existing MPSA Board of Directors for approval. The final slate of candidates will be presented on a ballot for election, and voting will be open to MPSA members Feb. 16-23.

The new Executive Committee and Board members will be announced Feb. 26, and inaugurated at a Board of Directors/Executive Committee meeting during the ITEX show in Ft. Lauderdale, March 10-12.

This is an opportunity to help lead the MPSA, an association dedicated to advancing the MPS industry by connecting great ideas and great people, and to inspire leadership within the MPS community.

“I’ve enjoyed every turn, and every obstacle we’ve surmounted and have never worked with a finer group of people,” said current President Greg Walters. “The association and industry are facing yet another inflection point. Help guide this non-profit, all-volunteer organization into the future.”

If you are not currently a member of the MPSA, this is a great time to get involved and help shape the dialog. Join an international group of professionals from every aspect of the imaging industry including major OEMs, renowned service providers and leading technology companies: http://www.yourmpsa.org/join

About the Managed Print Services Association

The Managed Print Services Association (MPSA) is an independent, not-for-profit organization that serves the MPS industry. Its focus is on the development of standards, education and industry guidelines that unite the different segments of the industry that bring value to all those participating. For more information about benefits and memberships, visit www.yourmpsa.org.

MPS AND WORLD DOMINATION - Nathan Dube

In a turbulent world, those most familiar with limitless horizons - far from shore - thrive.

So it is with our niche - the waves of transformation are swelling again and visionaries, the "crazies" are seeing the world through the MPS lens - the MPS of yesterday, when sirens called and Pirates sailed the edge.

Nathan is one such person - a rogue of sorts, in the good way and he comes to us with a tome of international drama, intrigue and managed print services.

MPS is many things if not a metaphor.

The original post is here.  Enjoy...

Monday, January 12, 2015 - Adventures in Office Imaging

Nathan Dube

It has been a long time since I have had any desire or perhaps any reason to write about MPS.  For a long time, I have felt that talking about the subject is beyond the dead horse.

I have always believed there are those who do it right and those who do it wrong. That it is essentially simple. For months now I have not chimed in about this industry or the players within it and for the most part, I had no intentions of doing so.

In light of reflecting on the past year, this has changed.

"I can not ignore the fact that chaos is breaking out across political, military and social dynamics in many of the worlds super powers and smaller countries alike. Terrorist attacks and the horrors of gun related tragedy are commonly found in the headlines of both mainstream and alternative news networks daily content."

The world is burning...

So what does this all have to do with managed print services?

Control and dominance.

As MPS evolves, the enterprise level players push BPO, print volume caps, excessive monitoring and auditing and various other dynamics on end users so that the share holders and CEOs of massive corporations can squeeze every last cent out of a previously ignored element of the companies expenditures.

While this is not always the case nor is it always done with an iron fist, I can not help but to notice how some of these tactics have a very "police state" feel to them. Treating end-users like commodities that can be regulated like products tends to create a tense work environment.

I for one have quoted a few software's that allow end users weekly printing volumes to be capped or limited to monochrome only. When I quote such a product I ask the decision maker how comfortable they will be as the point of contact to the angered and frustrated end users who's jobs have been complicated by their actions. This always tends to prevent a purchase of said software because all the clients who asked for the quote quickly back pedal after this question is asked.

"Treating end-users like commodities that can be regulated like products tends to create a tense work environment."

As an MPS provider who's foundation is built upon high quality re-manufactured toner cartridges, my company's CPC rates are enough to save large accounts thousands of dollars. These elements that create a dictator out of a CEO or VP of IT tend to strike the heart of my clients and so far, none have gone so far as to place these restrictions on their end users but I wonder about the enterprise accounts of some of the OEMs...

It is clear that large corporations are largely in control of various elements of the united states government and that money above all else (including people) is the driving force for these problems. It is the same force that leads the hand of men and women in powerful positions of corporations who would become the gestapo of the printing environment in their company.

Now don't get me wrong, I understand that end users occasional printing of full color photos of their kids birthday to post in their cubicle, coupons, emails, etc. is something that should be brought under some control...

That being said, I personally think a company wide proclamation from the president via email (or other form of communication) to the employee base as a whole where an emphasis on environmental sustainability and financial effect is made known, would be more effective and less likely to cause strife.

Some may think these ideas are extreme and that it is nonsense to assume this is happening on any level of concern what so ever. This is not what I have found...

What I have learned from watching humanity from my perspective as a human being is that once a tendency for a dynamic is enacted in one part of a system, you can expect the same dynamic to appear else-ware. Now, should the motivation of that dynamic be the all mighty dollar, you will most certainly find that dynamic spreading across the system as a whole should the decision maker in charge of said system be primarily concerned with profit over all else.

The managed print industry has been a catalyst for many things, I am under the opinion that it can be used as lens to view the world.

"What I have learned from watching humanity from my perspective as a human being is that once a tendency for a dynamic is enacted in one part of a system, you can expect the same dynamic to appear else-ware." 

From where I sit I will say this, if the elite of both the world and the MPS industry take control of the majority of either...

We are all f!$&ed.

This is why I would implore customers more than ever to do business with small providers as much as possible. Choose the local companies who care more about people than pennies. Support small business even if it must be multiple small businesses to cover your fleet across states or countries. Even if it means some logistical challenges.

At the end of the day if all your saving is money, your not really saving anything. In this respect, I would suggest a revolution in dividing the MPS market across smaller providers rather than consolidating them through larger corporations.

There is enough opportunity for everyone and there needs to be change in the system otherwise it will collapse.

In closing I will repeat my sentiment.

MPS can be used as a lens, what do you see when you look through it?

Click to email me.

Three Tips on Moving From Transactional to Value Add

My niece, Ft. Meyers, FL. Greg Walters, Director.

Moving from transactional to value-add, isn't all that impressive, but it is a start.  Also, for some business models, transactional selling is perfect - think paperclips, pencils and lightbulbs.

"Value Add" is not that much more evolved than "Transactional.  In the beginning, "value-add"  referred to adding services for 'free'.  The theory at the time was that the gross profit in each equipment sale was healthy enough to support the costs involved with adding value.

It starts with you, three things:

Try to forget about price, just for a second
This is difficult, but disconnecting from the price is your first move.

Don't tell your prospect you want to be more of a value add, trusted advisor, partner.  
They've heard it all before, show through action.

Consider moving to a different level of contact
Another challenging aspect, if you've been speaking with a decision maker whose only criteria is price and delivery (the first column), shifting to a different influencer is risky - but necessary.

If you'd like to learn how to move around the spectrum, email me at greg@grwalters.com.

Reflect upon your movement along the spectrum while enjoying some old-skool, sweet jams from Blackstreet, "No Diggity".

Equipment Quota's: This Far. No Further!

"We've made too many compromises already; too many retreats.
They invade our space and we fall back. 
They assimilate entire worlds and we fall back. 
Not again. 
The line must be drawn here! This far, no further!"

Captain Picard's, "White Whale" speech refers to a relentless invading force moving forward, overtaking more and more.  Equipment quotas are like this - they never decrease, they are automatic, ubiquitous, and numerically exponential.

This was the way of the past - mass production distributed costs across a huge number of like identical products supported through mass marketing -

"you can order any color you like, as long as it's black..." Hank Ford.

The machine quota-driven, customer service experience is being recognized as an oxymoron by the very people you're trying to sell:  the prospect.

The End of Device quotas are Near

1. Product will be ordered custom 1:1- the end of commodity devices
2. Production costs will approach zero - 3D manufacturing
3. Time to market will be measured in hours
4. All equipment-based transactions will be direct - a myriad strong channel consisting of, specialized providers will service on an ad-hoc basis.

You can start now.  The biggest battle goes on between your ears and in your heart.  If you search yourself, you know real customer service has nothing to do with your 30 equipment forecast.

"When you sell hammers, everybody is a nail."

The day is coming, some owners have already crossed the Rubicon, refusing to play the OEM quota game. Some manufacturers no longer enforce equipment quotas and more will follow or get left on the wrong side of history.

Our niche will be transformed forever; your customer's world is changing too.  Do you have the eyes to see, or are you a modern-day Ahab?

Click to email me.

Five To Do's for a Successful Year

It is the first week of the year and you're going to hear a lot about business plans, forecasts, funnel management, and quotas.  Thousands of time-saving, productivity enhancing, sales coaching, articles flow through the digital rivers of the internet - nauseating in its volume.

I ask you, how are you, personally, forging ahead in the new year?   Will you be part of another's plan or will you set the agenda?

My advice is simple - nod your head to whatever your manager says, tuck the dogma away, get alone and do the following five things:

1.  Download and print the chart below

The chart was developed to illuminate intent between clients and vendors. It works on a personal basis as well.

2.  Find your personal position on the chart

Trust yourself enough to be completely honest.  There is NO WRONG position. Think about the past year; did you add value beyond delivery and price?

3.  Find your employer's position

Step back and consider your organization's sales over the past 12 months. Did you see lots of devices delivered yet a handful of software implementations?  Are your equipment quota's higher than services?  Do you lead with the latest and greatest or solve real business problems?  Do you often hear your manager say, "That price is not competitive, bury the profit in the service, bundle installation into the lease..."?

4.  Where do your best client implementations fall on the chart?

Now consider your client base.  Did you sell machines or provide answers? Were most of your deals price-driven?  Did they begin and end with a purchasing agent?

5.  Look at the gaps and imagine moving into a more desirable position in 2015.  What will it take?

Although there is no wrong position, if for example, your prospect is looking for a 'Specialized' relationship and your company only provides 'Transactional' services, your relationship is not sustainable.

By the same token, if your personal position is in 'Specialized' but your employer falls comfortably in the 'Transactional' column, you may have some issues to work out.

If your clients are all in 'Transactional' yet you want to get to the 'Specialized' area, what can you do to elevate the conversation?

This is a simple beginning to personal success - we can get deep on both the provider and client-side of the spectrum.  The devil is in how your customers perceive your offering relevant to how they think of themselves; do you two match?

I'd love to discuss with you how to best use this tool.  It's been effective for providers and end-users alike.

For now, hang your chart in your cube, office, or dashboard.  Embed it into your pre-call planning or (god forbid) your pitchbook - heck, make it your wallpaper.

But make sure to take a pic and email it to me.  The most interesting one will get a Starbucks card on me.

Cheers!

Reach out to me: greg@grwalters.com and enjoy this sweet jam: