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By Sid Chadwick, Chadwick Consulting, Inc. – 03/10/2023 Published in American Printer “If you think you can’t afford ongoing education and training, you probably don’t realize you’re already paying for it.”……Allie Hutchison, Sr., President, Hutchison-Allgood Printing Co. INTRODUCTION: My Adm. Asst. had just asked for a corporate “Thank You Card.” A long-term retired military officer and friend, working for charitable organizations in Alexandria, VA, had spent the better part of an hour guiding my Assistant on where to go for: (a) “How to write a successful Grant request”, and (b) “Where to find Grant money for our project.” When did you last (ever…?) see a Sales Rep - or an Inside Sales Rep - or a CSR – write a “Thank You Note” - to a customer - or a supplier? Does any of the following sound familiar? I wouldn’t know what to say… My handwriting isn’t good... We don’t have any “Thank You Cards” here…do we…? Do I have to pay for the stamp…? I don’t have time for that… Can’t I just send an email… Isn’t that kind of corny…old-fashioned…? People don’t do that anymore… When a deserving person receives a “Thank You Card,” professional coaches tell us the recipient tends to save it…placing it in a private folder, filed away in a private drawer. On a day when bad news has arrived, or nothing much has gone right, they privately pull out that folder, and read those two to five or more cards – to remind them that they’re a decent person –and this is just not a good day. At a client in Texas some years back, a disruption in their long-term senior management ranks - sent their front-line 13 CSR’s into emotional shell shock. The investment group who had bought into the company, who had to release the senior manager, were suddenly running scared. They had little credibility with old-guard employees. The investment group was seen as “the enemy.” Their new CFO, whom I had known in a previous company and project, asked me to come in and work some magic, to stabilize and refocus this critical department. As one of several steps to “break the department’s paralysis,” I asked their CFO if they had any corporate “Thank You Cards.” At first he said, “No”. Then he rethought the question, and went around the hallway corner, returning with a huge box of “Corporate Thank You Cards” – and a sheepish grin, saying, “They were buried in a closet under the stairway – I’m told no one ever uses them...” In our first group discussion, we began brainstorming opportunities to send a customer or a supplier Rep – a “Thank You Card,” and options of “What to say.” The department agreed, after spirited discussion, that all 13 of them could, and would – send two “Thank You Cards” – every week. I promised them there would be wonderful surprises. (It was also a test of who I was, and what I represented.) When I returned two weeks later on my next visit, stories began to tumble my way…you could practically taste their excitement - to share their stories and emotions – of what they were making happen, as they heard: Several customers called them on receiving “Thank You Notes,” increasing their order quantities. Numerous customers said they had never received a “Thank You Card.” Several customers called, and added a new item to their previous order. Numerous customers, for the first time in memory, paid the quoted price – no negotiating down. A few customers offered introductions – to other departments and divisions. SUMMARY: Next evolutionary steps: Track and publicly record each week’s number of “Thank You Cards” mailed. Record revenues this month compared to last year’s same month. Get those CSR’s started - proactively calling customers – never before expected, requested, trained - recorded - in the department. Writing those powerful “Thank You Cards,” proactively calling customers, and recording “the numbers” every week and month on a board in their department - became a source of frequent celebration and accomplishment – that they owned…! When the summer quarter was over, revenues had grown by just over 10% over the previous year, rather than decreased. There was no more waiting - for their phones to ring…! (Note: The investment group who had asked me to come in I don’t think ever fully realized the potential change in the value of their investment that had been created. There was no one assigned to insist (and celebrate) that those weekly and monthly activities and numbers were to be maintained, after my assignment concluded.) “One of the things I learned the hard way was that it doesn’t pay to get discouraged. Keeping busy and making optimism a way of life can restore your faith in yourself.”………..Lucille Ball

By Sid Chadwick, Chadwick Consulting, Inc. – 02/24/2023 Published in American Printer “It’s only when the tide goes out that you learn who’s been swimming naked.”…..Warren Buffett, 1992 Letter to Shareholders, Berkshire Hathaway INTRODUCTION: We’ve had a few well-run Peer Group Members recently experience unexpected “uncollectable bad debts.” With recent Retail Activity Reports exceeding expectations, the Fed is now expected to raise interest rates three more times by June, and predictions are growing that - “the tide is preparing to go out.” Our Federal Reserve continues to tell us that it is committed to “breaking the back of inflation” through: (a) raising interest rates, (b) reducing M1 (the money supply), for (c) bringing unemployment back to normal levels. “The gap” between unfilled job openings and unemployment numbers – is unprecedented, and not really changing much. Only disciplined organizations, that are constantly vigilant, and lucky, can make it through this financially squeezing tunnel – unscathed. Experienced economists, like Larry Summers, to major banks and investment houses are consistent: “the probability of a Recession that mirrors or is worse than 2008-2010 - keeps increasing.” And those predictions do not appear to incorporate or mirror the geo-political scene. A Few Suggestions: Do not stop developing additional business – from credit-worthy customers and prospects. Be more purposeful and discrete. That said, be particularly vigilant of a new account that you’ve not been courting very long. (Who are they late in paying?) When evaluating credit extensions, be sure to count Outstanding Quotes (this activity requires your resources), Order Entry and W-I-P, and not just what has been invoiced. Work to Invoice W-I-P that’s been put “on hold.” Don’t hesitate to ask for up-front deposits for significant projects, and especially for 1st orders. Review all customers who are suddenly paying later than normal - by a week or more. Give them a polite courtesy call. Asking for signed personal letters of guarantee is not unusual. Be particularly vigilant of major customers wanting 60 and 90-day standard terms of payment. Will you “charge-back” if they’re late? Credit card payments should require an additional 2%, minimum. Sales Reps are to confidentially report back if a customer’s office or plant conditions have lost an orderliness, or are on short hours. We had our major commercial bank get us information re. major customers’ credit worthiness, including a recommendation re. credit risk. That information was often - helpful. SUMMARY: What you set the credit and collection rules to be should send a clear message to your Team. You want your representatives to understand “Why?” Early on, as a cub Sales Rep for an international packaging company, I would get that credit application filled out early (within 1st 3 months). What I noticed was that the smart buyers I was calling on, who were usually 20+ years older than me, seemed to smile as I presented that “early” credit application, and filled it in for them to sign, in front of them. None ever refused to sign it. Later, at a totally different organization and industry, as both Director of Sales & Marketing – and Credit Manager (the only company I’ve seen do that), our bad debts ran less than .001 of 1%. To collect a potentially serious late, significant outstanding balance, I’d learned to reverse engineer my customer’s position, and often, purposefully make a friend - while collecting late money, by asking, “Ms. Smith, I need some work… and I need some money….. Where would you like to start?” You could feel the smile on the other end of the phone, as we began working out both a payment and our next order. “A hunch is creativity trying to tell you something.”……Frank Capra

By Sid Chadwick, Chadwick Consulting, Inc. – 02/10/2023 Published in American Printer “I’ve always been attracted to the more revolutionary changes. I don’t know why. Because they’re harder. They’re much more stressful emotionally. And you usually go through a period where everybody tells you that you’ve completely failed.”…………Steve Jobs INTRODUCTION: Memories of my entry from a wildly successful 11 ½ years heavy industrial manufacturing into this great industry in 1983 included a quiet shock regarding: How bright everyone was… How hungry younger employees were to learn everything they could about their craft and its evolving technologies. How much technology was in every department…that kept changing…we were on the edge (1984) of The Macintosh Personal Computer’s commercial entry… After my second “Million Mile Certificate” from Delta about a decade ago, my travel schedule slowed, seemingly in concert when Dr. Jerry Waite (Department Chair at the time for the U. of Houston) requested and accepted my proposal, which formed the core of a radically new curriculum course for learning how to use public databases to solve everyday business problems - for commercial printers’ customers - of all stripes. That lead into development of university online curriculum courses, courtesy of the Pandemic, that your brightest employees can now take (from their home or office), updating their skills to the technologies and thinking our industry’s OEM manufacturers are creating, and our universities are preparing students to use. Over 100 Online Graphic Communication courses – and growing - are now available to employees - without their being full-time students. Key Point: Your best, brightest employees can get updated on today’s newest technologies, equipment, and business strategies – while still working for their current employer…! Key Point: You have a new “recruitment tool and strategy” for recruiting bright, want-to-work, strategically skilled employees, with or without our industry’s experience. It’s the exception - that an industry “builds-in” ongoing employee on-the-job learning - for introduction of new technologies and skills. Supporting, Dramatic New Resource: Introduction to Graphic Communication – A New Kind of Book Combining PRINT & Multimedia Engagement, By Harvey Levenson and John Parsons. This profound text is overwhelming on first glance, for illustrating and explaining the richness of our great industry, and its future. (Note: This text is being used by well over twenty colleges, universities, and even high schools – to introduce students to our great industry’s rich, dynamic future.) Multiple CEO Members of my Peer Groups are ordering additional copies for their brightest, and for targeted recruitment. Go to “chadwickconsulting.com”… or click this link… for introduction to these dramatic new resources. SUMMARY: Is there excitement and innovation in your organization, that’s being led by department leaders…or is everyone waiting and looking to you for answers and direction….? Are your best and brightest setting an example, with your encouragement, of moving to a more challenging and successful future – for them… and your organization…? Do you and your best customers regularly discuss what innovations they could use from your organization, and your great industry - to improve their financial performance, or are you waiting for them to… “Ask for a quote”….? “Andragogy…the understanding of the science and practice of adult learning,” originally coined by German educator Alexander Kapp - in 1833.

Now Available for Online Coaching Mission: To improve the organization and personal performance of clients, through research, education, publishing and consulting --- providing clients with options --- for improved performance. Visitor Must Read...Customer Survey Testimonials...No other organization equals our 1000+% ROI. Published Articles Customer Surveys Customer Survey Testimonials CEO Peer Group(s) University Curriculum Courses for Employees Plant Manager's Peer Group(s) Peer Group Testimonials Consulting Pressroom Performance Improvement Workshop Client Testimonials Business Development Directors' Peer Groups Wide-Format Peer Group Press Justification Studies Research Training Workshop Research Resources Monthly Survey Newsletter Contact Information Inside Sales Team Training Published Articles The Resources section opens-up well over 700 published articles to your selection, ranging from "Development of Customers", to "Retention of Employees", to "Improved Self-Promotion Options". Some long-term clients have archived everything we've had published. Other clients use our articles and columns --- for their Sales Education Meetings. Other industries --- outside of Graphic Communications --- use our articles and columns, as we are told that most are "universal" and "timeless" --- in their content. ​ ​ ​ ​ The Ben Franklin Society Learn More NAPL's Walter E. Soderstrom Society Learn More Feedback About ABOUT Chadwick Consulting, Inc. is a strategic business development, marketing and sales training organization committed to improving business outcomes for the graphic communications industry. Client-based research services assist in identifying prospects, determining revenue development opportunities, compiling background information for customer development, creating appointments and self-promotion materials, and developing responses for RFQ’s and RFP’s. ​ Chadwick Consulting, Inc. represents over thirty years of professional experience in account development and strategic marketing management in business-to-business environments. Sid Chadwick has worked as a marketing field consultant in graphic communications markets for over twelve years, and has been a contributing columnist to various graphic communications publications, including Printing Impressions , IPA Bulletin , American Printer , Graphic Arts Monthly , Georgia Printer , and Printing Industries of America Print Management Series . ​Sid Chadwick Our mission is to improve company and individual performance in the graphic communications industry through business development resulting from research, strategy development, education and training, and publishing.​ ​ The staff of Chadwick Consulting is experienced in customer and prospect research, sales team training, identification and development of company differentiation, team building, continuous productivity improvement, and supervisory development in the graphic communications industry. This can be particularly useful when corporate performance, culture, and interdepartmental communications are in need of improved direction, and/or renewal. ​ Chadwick Consulting contributes professional articles for publication on a monthly basis, facilitates peer groups, and conducts equipment justification studies from a strategic perspective. ​ We also conduct employee surveys for employee and supervisor performance development. ​ In effect, we work to increase clients’ options, and focus – for improving bottom line performance. As a general observation, many clients elect to work with us in varying roles after initial assignments. ​ Chadwick Consulting is also part of GATF’s Solutions On-Site Consulting Team, and regularly works with industry associations as a speaker, for education and training programs. ​ Sid’s Educational Background: ​ 1966 – 1969 Bachelor of Science in Business Administration (emphasis in Marketing & Psychology) (4 year degree in 3 years) 1971 – 1973 MSBA at University of NC at Greensboro (Two-year curriculum – night program – Wrote best comprehensive exam in graduating class) 1991 – 1994 Post-Graduate Ph.D Studies in Human and Organizational Development at The Fielding Institute 2019 – 2020 Adjunct Professor at the University of Houston; Wrote Case Study curriculum that has become a required course – 8-10 classes per year, with an excellent Full-time local Professor. Services Give Us Your Feedback We’d love to hear what you thought about us. First Name Last Name Email Rate Our Services Poor Fair Good Very good Excellent Rate Our Services What did you like best? How can we improve? Send Feedback Thanks for sharing your feedback with us! Services Chadwick Consulting offers a variety of services to meet companies’ needs in the graphic communications industry: ​ CEO Peer Group Facilitation for Improved Company Performance Customer & Project Research Customer Surveys Customized, Self-Promotion Newsletters for Client’s Customers Employee Surveys Equipment Justification Studies Organizational Development Personnel Selection, Development & Retention Research for Business Development Sales Remuneration Plans Self Promotion/Business Development Support Service Organizations for Healing Strategic Planning Strategy/Differentiation Development Supplier Surveys ​ Contact us for more information. Contact

MANAGEMENT TOOLS FOR DEVELOPING COMPANY TALENT, SKILLS, AND PERFORMANCE - MANY PARTICULARLY USEFUL FOR BUSINESS DEVELOPMENT TEAMS Sort by We recommend Newest arrivals Price: Low to High Price: High to Low Name: A to Z Name: Z to A Customer and Market Buying Trends Customer and Market Buying Trends $10.00 Winning More "Follow-up of Quotes" Winning More "Follow-up of Quotes" $10.00 Sales Compensation Guidance for Sales Reps, Customer Service, and Inside Sales Sales Compensation Guidance for Sales Reps, Customer Service, and Inside Sales $10.00 Options For Key Performance Indices Options For Key Performance Indices $35.00 25 Opportunities for Hand-Written Notes of Appreciation - For Winning More Work 25 Opportunities for Hand-Written Notes of Appreciation - For Winning More Work $10.00 Renewing Neglected Customer Relationships Renewing Neglected Customer Relationships $10.00 Opportunities for Creating "Perceived Customer Value" Opportunities for Creating "Perceived Customer Value" $10.00 Quote Issues to Potentially Pursue Quote Issues to Potentially Pursue $10.00 Leading Power Questions - For Customer Discussion Leading Power Questions - For Customer Discussion $10.00 Customer Information Gathering - For Building Relationships Customer Information Gathering - For Building Relationships $10.00 Customer Information Gathering II Customer Information Gathering II $10.00 Leading, Information Gathering, & Closing Questions - For Winning More Work Leading, Information Gathering, & Closing Questions - For Winning More Work $10.00 Elements of Price - For Quote Letter & Discussions Elements of Price - For Quote Letter & Discussions $5.00 Customer Profile - For Improving Performance & Understanding Customer Profile - For Improving Performance & Understanding $10.00 What to Take on Every Sales Call - Most Account Executives Don't Do This What to Take on Every Sales Call - Most Account Executives Don't Do This $10.00 Periodic Business Review - For Major Accounts Periodic Business Review - For Major Accounts $35.00 Cash Flow Justification on Your Next Equipment or Software Purchase Cash Flow Justification on Your Next Equipment or Software Purchase $157.00 Competitor Low-Ball Pricing An Important Account - Options for How to Respond Competitor Low-Ball Pricing An Important Account - Options for How to Respond $10.00 My Account Track Orders Shopping Bag Display prices in: USD

Higher Education www.aacn.nche.edu American Association of Colleges of Nursing (AACN) AACN serves the public interest by assisting deans and directors to improve and advance nursing education, research, and practice. www.aacte.org American Association of Colleges for Teacher Education (AACTE) The American Association of Colleges for Teacher Education (AACTE) is an association of 730 colleges and universities committed to preparing professionals for education and human services. www.aacrao.com American Association of Collegiate Registrars and Admissions Officers (AACRAO) The American Association of Collegiate Registrars and Admissions Officers (AACRAO) is a nonprofit, voluntary, professional education association of degree-granting postsecondary institutions, government agencies, higher education coordinating boards, private educational organizations, and education-oriented businesses. www.aacc.nche.edu American Association of Community Colleges (AACC) The American Association of Community Colleges (AACC) is the primary advocacy organization for the nation’s 1,100 two-year degree-granting institutions (public and private community colleges, junior and technical colleges and their branch campuses). http://www.aahea.org/ The American Association for Higher Education and Accreditation (AAHEA) based in Washington, DC, with locations in several states, is the oldest association in the United States dedicated to the advancement of higher education. 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The 750 member institutions educate more than a quarter of a million students per year for employment in more than 200 occupational fields. http://chronicle.com/section/Home/5 The Chronicle’s website features the complete contents of the latest issue; daily news and advice columns; thousands of current job listings; articles published since September 1989; vibrant discussion forums; and career-building tools such as online CV management, salary databases, and more. http://www.collegeboard.com/ The College Board is a not-for-profit membership association whose mission is to connect students to college success and opportunity. Founded in 1900, the College Board is composed of more than 5,700 schools, colleges, universities and other educational organizations. The College Board offers a wealth of information for the student (college planning tools, research aid for colleges/universities, parent (financial aid guide to college, financial aid and college scholarships) and professional (information and tools for educators). Lots of statistics. http://www.cae.org/ The Council for Aid to Education (CAE) is a national nonprofit organization based in New York City. Initially established in 1952 to advance corporate support of education and to conduct policy research on higher education, today CAE is also focused on improving quality and access in higher education. CAE also undertakes strategic planning for public university systems, states, and foreign nations. In addition, CAE conducts research on and promotes policy reforms in higher education. CAE also is the nation’s sole source of empirical data on private giving to education, through the annual Voluntary Support of Education (VSE) survey and its Data Miner interactive database. www.cupa.org College and University Personnel Association (CUPA) Established more than 50 years ago, the College and University Personnel Association (CUPA) is an international network of more than 1,800 human resource administrators serving more than 1,800 colleges and universities as well as others interested in the advancement of the profession. www.uncf.org The College Fund/UNCF The College Fund/UNCF is a consortium of 40 private historically black colleges and universities. It is the oldest and most successful minority higher education assistance organization in the country. www.case.org Council for Advancement and Support of Education (CASE) The purposes of the Council for Advancement and Support of Education (CASE) are to develop and foster sound relationships between member educational institutions and their constituencies; to provide training programs, products and services in the areas of alumni relations, communications, and philanthropy; to promote diversity within these professions; and to provide a strong force for the advancement and support of education worldwide. www.chea.org Council for Higher Education Accreditation (CHEA) The Council for Higher Education Accreditation (CHEA) is a nonprofit membership organization of higher education colleges and institutions. 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CIC works with college presidents, academic deans, other administrators, and faculty to help its member institutions enhance educational programs, improve their administrative and financial performance, and increase their institutional visibility. www.ets.org Educational Testing Service (ETS) Educational Testing Service (ETS) is the world’s largest private, nonprofit organization devoted to educational measurement and research. http://www.highereducation.org/index.shtml The National Center for Public Policy and Higher Education promotes public policies that enhance Americans’ opportunities to pursue and achieve high-quality education and training beyond high school. As an independent, nonprofit, nonpartisan organization, the National Center prepares action-oriented analyses of pressing policy issues facing the states and the nation regarding opportunity and achievement in higher education-including two- and four-year, public and private, for-profit and nonprofit institutions. The National Center communicates performance results and key findings to the public, to civic, business and higher education leaders, and to state and federal leaders who are poised to improve higher education policy. http://www.heri.ucla.edu/abtcirp.php The Higher Education Research Institute (HERI) serves as an interdisciplinary center for research, evaluation, information, policy studies, and research training in postsecondary education. HERI is housed in the Graduate School of Education & Information Studies (GSE&IS) at the University of California, Los Angeles (UCLA). The Institute’s research program covers a variety of topics including the outcomes of postsecondary education, leadership development, institutional transformation, faculty performance, federal and state policy, and educational equity. Visiting scholars, faculty, and graduate students have made use of HERI facilities and its research resources since its affiliation with UCLA in 1973. http://www.hacu.net/hacu/Default_EN.asp Hispanic Association of Colleges and Universities (HACU) The Association represents 160 Hispanic-Serving Institutions (HSIs) of higher education where the Hispanic enrollment is 25 percent or more at either the undergraduate or graduate level. http://www.ihep.org/ The Institute for Higher Education Policy (IHEP) is an independent, nonprofit organization that is dedicated to access and success in postsecondary education around the world. Based in Washington, D.C., IHEP uses unique research and innovative programs to inform key decision makers who shape public policy and support economic and social development. http://www.mastersineducation.com/ Masters in Education – links to the top online masters in education programs. www.nafsa.org NAFSA: Association of International Educators NAFSA: Association of International Educators is a nonprofit membership association that provides training, information, advocacy and other educational service to professionals in the field of international education and exchange www.nacua.org National Association of College and University Attorneys (NACUA) The National Association of College and University Attorneys (NACUA) is an organization whose purpose is to enhance legal assistance to colleges and universities by educating attorneys and administrators to the nature of campus legal issues. http://www.nasulgc.org/ National Association of State Universities and Land-Grant Colleges (NASULGC) Founded in 1887, the National Association of State Universities and Land-Grant Colleges (NASULGC) is the nation’s oldest higher education association. www.nasfaa.org National Association of Student Financial Aid Administrators (NASFAA) The National Association of Student Financial Aid Administrators (NASFAA) is the largest postsecondary institutionally-based membership organization in Washington, DC. NASFAA is the only organization with a primary focus on student aid related information, dissemination, professional development and regulatory analysis. www.naspa.org National Association of Student Personnel Administrators (NASPA) The National Association of Student Personnel Administrators (NASPA) serves student affairs administrators who work with students in higher education to further develop students’ academic and personal development. www.ncaa.org National Collegiate Athletic Association (NCAA) The National Collegiate Athletic Association (NCAA) is a voluntary membership organization of colleges and universities that participate in intercollegiate athletics. The primary purpose of the Association is to maintain intercollegiate athletics as an integral part of the educational program and the athlete as an integral part of the student body. www.ucea.edu University Continuing Education Association (UCEA) The University Continuing Education Association (UCEA) has been helping colleges and universities to provide educational access to adults since 1915.