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By Sid Chadwick, Chadwick Consulting, Inc. – 11/02/2023 Published in American Printer Be a yardstick of quality. Most people aren’t used to an environment where excellence is expected.”…………..Steve Jobs INTRODUCTION: Imagine meeting… about three times a year…with 8-to-12 Peers – to share, individually – “What each of you are accomplishing, struggling to accomplish, and stretching to make happen – in your organization.” Summary Reports and Financials are exchanged…about a week in advance of the 3-Day Meeting by each Member organization - allowing all Members to be prepared to listen, ask questions, and make personal notes during each Members’ Check-in – for future reference – and personal follow-up. Most Meetings usually occur near or at a Member’s Plant. Our Facilitator arranges (a) an orderly Agenda-draft (30+ days in advance), (b) an Opening Dinner-Reception, (c) excellent Hotel accommodations, (d) brief but satisfactory Continental Breakfasts and Lunches, (e) a Plant Tour of the Host Member’s Plant(s), (f) excellent Dinners – and (g) a brief entertainment and educational Program or two (sometimes involving key or new Suppliers) – all submitted for review at least 30 days in advance of the Meeting. A Summary Report of Meeting content and follow-ups to expect – is provided - usually a week after the Meeting and may run 7-10 pages. More recently, Members with Succession Senior Management (over half of current Members) – are inviting them - to attend with their CEO. Note: This pattern of Succession Planning creates “low-risk” opportunities for “seasoning a talented Senior Manager”. Note: One CEO Member’s son has now been President for 7 years, with “Dad” still coming to his office – 3-4 days a week………Everyone knows, accepts…and respects…. the son as President. These rare 3-Day CEO Group Discussions, that can go-on for 12 to 14 hours a day (including Dinners) – are invaluable for introducing critical “Running The Business Issues” to an owner’s next generation of owner(s). Note: This opportunity to sustain and grow a company’s value well beyond the founder’s service - is not lost on our M & A specialists….! The opinion voiced by multiple Members - is that every Member’s company’s performance – with no exceptions – is enhanced by their participation. If a company has a glaring weakness, that weakness tends not to remain hidden, but rather is “called out” – for the benefit of that CEO and his organization. Question: Do we have one or more women CEOs…participating….? Yes, we do…! SUMMARY: I’ve been instructed to recruit another 2-4 Members – over the next 6 months. Referrals are welcomed, including from Suppliers. “I only need one good idea to bring back to my company, to make these Meetings worthwhile….Seldom do I only bring back only one good idea.”……Wanzie Collins, Founder and CEO, PANAPRINT, Macon, GA

By Sid Chadwick, Chadwick Consulting, Inc. – 01/23/2018 Published in American Printer "Mediocrity knows nothing higher than itself, but talent instantly recognizes genius.”……………..…………….Sir Arthur Conan Doyle INTRODUCTION: This month’s issue (January/February) of the Harvard Business Review focuses heavily on culture, leadership, and teaching. One of their headlines reads: “The Best Leaders…are Great Teachers” I believe that statement to be true — for the corporate leaders I’ve known….learned the most from……and respect most. They use metaphors, patience, and live examples — to explain the power of what’s most important, and why. For example, whenever I wanted my Plant Management to support what were considered — internally — outrageous improvements….nothing….literally NOTHING — could equal the impact of their hearing….first-hand…..why our customer(s) needed improved: (a) accuracy of counts, (b) faster delivery turns, (c) reliable delivery schedules, (d) proactive contact re. production and delivery schedules, (e) consistent quality, (f) improved delivery package labeling, (g) no shortages, (h) prompt and easy to read, easy to understand — no surprise — invoicing, (i) better postage discount options — and — (j) courtesy and onsite assistance — from our delivery personnel. In effect, we learned we should…..“Customize and Elevate — Each Customer’s Expectations” — so that no competitor could ever meet each customer’s expectations. In effect, we were developing “protective, defensive moats” — around our most valued — (really all) — customers. SUMMARY: Several Questions: Is your Business Development Team — in alignment — with your Production Team…? Do Customers have frequent direct contact — with key Production personnel…? Are Customers invited to meet THE personnel — who worked on their projects? Do key Production personnel go out of the plant — and visit key Customers….? Repeat: Is your Production Team….in alignment…..with your Business Development Team…? What’s that costing you…..? What do you celebrate……..? “I do not feel obliged to believe that same God — who has endowed us with sense, reason, and intellect — has intended us to forego its use.”……..Galileo Galilei

By Sid Chadwick, Chadwick Consulting, Inc. – 10/19/2023 Published in American Printer “The best leaders are the ones who shut-up when it’s time to go to work”……Chris Webber INTRODUCTION: If you have at least four Reps, one probably sells at top dollar pricing, and three – probably not so much. Can that “gap” in successful pricing skills from your Reps – be closed – for an improved bottom line…? Our Plant Manager and Business Development Peer Groups met together – to visit a long-term client with over 10 Sales Reps. Our host’s “systems for rewarding improved performance” to their employees, from their Pressroom to their Sales Reps – I considered worth studying (while also suggesting multiple opportunities to yet “tweak” for further, potential improvements). Our host volunteered that several of their top Reps were earning $2,000 to $ 3,000 per month – in bonus commissions, above their standard commissions – by up-selling prices to customers on projects – where the value to the customer of their work and the risks in the project - their Rep could successfully sell. They also volunteered that there was no regular Sales Training for their Reps, which said to me, “Someone’s gotten comfortable with company performance…!” Their reasoning for no Sales Training, that I took away, “We try to hire experienced Reps, Sales Training takes time away from selling, and that’s not who our V.P. of Sales is.” They also shared that revenues were almost flat compared to last year, but bottom-line profitability was still decent. (As we reflected on those comments, we privately were troubled with “almost flat revenues” – given material and labor cost increases that had been incurred.) Again, “Someone’s possibly gotten comfortable with performance…!” In a previous life, I faced some tough conditions. And… I had an advantage. I understood that people like to share their achievements with their peers…and almost everyone has a top performance or could have a top performance – on occasion. So every two weeks, the two Reps who sold (a) the highest total value-added job, and (b) the highest percentage value-added job – in our Sales Education Meeting – told how they did it, what risks they overcame, what ideas they used, and how they used communications and strategy – to get top value-added dollars for the company…..What wasn’t recognized at first, is that we were slowly, incrementally, surely – raising the competence, expected performance standards, and results – of our five Sales Reps….! I never considered those Sales Training discussions a waste of time, and neither did they! SUMMARY: As fate would have it, this week I was introduced, through thoughtfulness of Dick Vann, founder of PostMark (a top-performing Mailing/Print supplier in Winston Salem) to an experienced Trainer, who specializes in “Training Sales Reps How Not to Give Away Pricing to Shark-like Buyers” - and win the pricing their company deserves…! We’ve had multiple discussions, and I have no economic interest in your getting on his schedule. Trainer Contact Info: Jason Levinson Creative, Inc. Email: jasonlevinson@gmail.com Phone: 917-750-5837 Website: Jasonlevinson.net Our industry needs better margins – that do not abuse customer relationships. Hopefully, you’ve also known a few Reps - whose major Buyers wanted to pay their requested prices, as well as provide multiple Referrals – long-term. "Everybody pities the weak. …Jealousy you have to earn.”…….Arnold Schwarzenegger

By Sid Chadwick, Chadwick Consulting, Inc. – 10/05/2023 Published in American Printer “The opposite of love is not hate, but indifference… The opposite of art is not ugliness, but indifference… The opposite of faith is not heresy, but indifference… And the opposite of life is not death, but indifference….”……Elie Wiesel, Romanian-American Writer and Holocaust Survivor INTRODUCTION: Our associations’ leaders have spread the false word, through their frequent and updated Industry Reports – for decades: “A rising tide lifts all boats.” You can’t, and won’t – survive – or thrive – believing that aphorism. In the meantime, with only one or two top-notch regional associations, too many industry associations will keep promoting their golf tournaments, which somehow seem to receive more PR and required staff time – than their (a) Business Development webinars, and (b) publication of Member success stories. While our industry leaders keep their PR machines turning – supporting their M & A and Supplier Teams, with the subtle message: “There’s little reason to focus on improving your understanding and development of your differentiation, your revenues, and margins…. The Federal Reserve is driving the bus – profoundly influencing your customers’ purchases of print (and use of your Services).” There is an alternative to their paradigm. We have multiple clients – with increasing revenues, margins, and quiet but expanding plans – for an even better future. A “rising tide…” they are not waiting – to save them. Their formula…? Well, it depends…but there are always options – for a better tomorrow – if you do your homework re.: (a) learning the profile of your most profitable customers, (b) what Services you provide – that keep them sending you more work (very possibly not a sharper dot….!), (c) learning where to go to Research who you need to be serving, and (d) keeping those Referrals coming – from customers – who want to give back to you…! A few examples: One, really several clients, are focusing on Storage & Fulfillment, recognizing that niches in this particular capability can drive not only increasing revenues, but also superior pricing, superior margins, and organic growth – of both current and new customers. Another client (really two clients), primarily publication printers, are serving publications – growing organically, opening multiple new publications – each week. Both organizations are experiencing their best revenue and bottom-line years – ever. Note: Their Value-added Options for their publishers – are like an encyclopedia…! A Commercial Printer, whose Wide-Format revenues – now represent their largest, fastest growing, and most profitable revenue stream. It’s also a fact that their “Creative Department,” a stand-alone profit-center – generates revenues, improved margins, and organic growth – of new accounts….! A Commercial Printer, whose “next generation ownership” were recently recruited – because of their proven talents – in another industry – with outstanding Sales Records – has “shocked” their organization’s productivity – and accountability. Target revenues and profitability – are all raised – significantly…! Major new equipment – is in the budget. A Commercial Printer (all Offset equipment), is in a transitional focus toward packaging, and folding cartons. Importantly, they (a) first organized improved Sales Team structures, and now (b) attend four major Trade Shows, that generate well over 60 new customers a year. Revenues have jumped from about $18 million to well over $32 million – right through the Pandemic...! SUMMARY: There’s one common theme in these organizations: Development of Sales Strategy, Talent, and accountability - for developing profitable customers, and Profitable Sales Team productivity – was THE Priority….! All of these organizations developed a purposeful, market-based strategy, with supportive plans, with frequent check-ups and accountability. (They were not, and are not – waiting for their phones to ring, or listening to suppliers and M & A specialists – tell how slow the markets are turning.) A rising tide – does NOT lift all boats…..Try to avoid organizations that promote that falsehood. …of Indifference. “Don’t be trapped by dogma – which is living with the results of other people’s thinking. Don’t let the noise of others opinions drown out your own inner voice. And most importantly, have the courage to follow your heart and intuition.”..........Steve Jobs

By Sid Chadwick, Chadwick Consulting, Inc. – 09/21/2023 Published in American Printer “Do all the good you can, in all the ways you can….in every place you can, at all the times you can, every time you can.”…….John Wesley INTRODUCTION: Smart Buyers don’t …waste their time. If your Reps can’t get repeat appointments with important Buyers, there are legitimate reasons for that. The Reps who always bring new and valuable information…get repeat appointments. You might want to ask yourself…. the following questions: Do we - as a Business Development Team - review dynamic and interesting Samples – and Quote Letters…in detail…so that Reps, Estimators, and CSRs can review them – competently – with Buyers, Designers, and especially Prospects…? Would written SOPs improve our “consistency of execution”…? (Are our historical SOPs organized and up-to-date – especially for new Reps, CSRs, and Supervisors…?) How many of our important Buyers have NOT visited our Plant, Toured our manufacturing areas, or been introduced to support personnel…especially since the Pandemic? Do we have an important DRILL - for when a “Change in Buyers” occurs, for both re-educating our customer’s New Personnel re. our company, and following up with the Buyer who left…? What are we working to “Continuously Improve”…that’s important…? Is it being regularly measured and reported…? How do we alert customers and prospects re. “What’s New”…? Are Samples mailed…? “Alert Email” notices sent…? What do we Celebrate that’s important…? If all customers are not of equal value, “How do we select who to pursue and develop?” If we acknowledge that “Joint Sales Calls” are more productive, why aren’t more key personnel introduced to Buyers – at their locations…? Do all of our positions with customer contact - have a long list of examples for creating “Perceived Customer Value”…? Do Supervisors ask to review recent examples…? How often are “Written Notes of Appreciation” sent to deserving Buyers – and Suppliers…? (Are we tracking this…?) How often are “Written Notes of Appreciation” sent from one Associate – to another Associate…? (Are we tracking this…?) SUMMARY: Buyers can detect which suppliers have a caring culture and which do not. A caring company president sent one of his “fading” best Reps…back…for a 4-Day (Refresher) Program – focused on Business Development. That Rep’s End-of-Week Testimonial: “I couldn’t believe how much I’d stopped doing….no wonder my Sales were slipping…I wasn’t helping my Buyers…I wasn’t taking them fresh ideas…my Buyers and my Support Team saw my lack of enthusiasm…and creativity.” Smart Buyers don’t …waste their time. If your Reps can’t get repeat appointments with important Buyers, there are legitimate reasons for that. The Reps who always bring new and useful information…get repeat appointments. “Technology is nothing….What’s important is that you have a faith in people, that they’re basically good and smart, and if you give them tools, they’ll do wonderful things with them….”…….Steve Jobs

By Sid Chadwick, Chadwick Consulting, Inc. – 09/07/2023 Published in American Printer “If you could take your experiences and ask to trade them in, the last ones I would trade would be the failures…..Those are the most valuable ones.” …………………………………………………………Jerry Seinfeld INTRODUCTION: “A Rising Tide…lifts all boats.” (A false cliché, whose ship has sailed.) Our Industry Associations….like to survey - and then publish owners’ economic expectations - for predicting print demand. Those Surveys are promoting a lie. Rising Tides…DO NOT… lift all boats. Today, there are organizations in our great industry that are growing organically, with strong backlogs, while similarly equipped competitors down the street…are starving for work. I called a prospect today, someone recently listed in ‘The Top 300”. The lady who answered promptly told me, “We’re closing our doors, selling the equipment for anything we can get……all our remaining employees were given a one week notice…We’re history…” No one closes their doors – with Successful Sales Leadership. Successful Sales Leadership requires - and provides - relevant, relentless education and training, relentless communications, standards of conduct, accountability, a focus on the mission to create and exceed customers’ expectations, and supportive, collaborative Teamwork - between all departments…for measured continuous improvement. And perhaps… above all else, a nurtured capacity…To LISTEN….deeply….! For…. ….What can be improved…(Yes, just about everything)… ….What customers want…and need… ….Where a written SOP will improve performance (and costs)… ….Who in our organization really cares about exceeding customers’ Expectations… ….Who in our organization assisted another employee… or department…that was struggling…. ….Who Volunteered for more overtime…to meet a critical, promised delivery…. ….Who offered to draft a rare “Press Check Standard Operating Procedure”…that led to putting an extra $5,000 on our monthly bottom line, but also led to additional Agency Press Checks….! SUMMARY: A Rising Tide - DOES NOT - lift all boats. Our great industry’s publications carry monthly and biweekly endless articles about technology….and equipment…..All needed. However, where’s The Industry commitment to educate and train how to introduce, and communicate the benefits, and demonstrate… to customers… What Buyers should expect…. from a Great Supplier Organization….! (Wouldn’t this be a great educational session - at upcoming Trade Shows.) What your organization… is capable of producing (while also producing thoughtful, detailed Quotes – in the time they were needed.) A local CEO was observed to remark to one of our long-term clients: "We look forward to making significant contributions to local charitable organizations, not those with significant missions, but rather those with significant leadership." “It matters not how straight the gate, How charged with punishment the scroll, I am the master of my fate: I am the captain of my soul.”………Invictus (1875), William Ernest Henley

By Sid Chadwick, Chadwick Consulting, Inc. – 08/17/2023 Published in American Printer “When Denny passed away unexpectedly, I felt overwhelmed…..I knew nothing about running the company he built…..I finally told myself….. ‘If I take care of Customers & Sales, everything would work-out’…….Revenues and profits this year are ahead of 2022...!”…………..Erin Warren, President, Crown Connect INTRODUCTION: A “rising tide”… does NOT lift all boats….! Our great industry has a long-term - Blind Spot…..and a convergence – with multiple daggers - coming toward us…again. “China’s Downturn Hits U.S. Industries”….The Wall Street Journal, A-1, August 15, 2023. And……Retirements… of key personnel – are rolling at us….! (Look at your key personnel’s “Age Profiles”….!) At an Association Supplier bimonthly Zoom Conference Call Monday this week, after listening to a “progressive, upbeat” economic report on the near-term U.S. Economy from a well-intentioned Committee Chairman, I then had the privilege of listening to a well-intentioned initiative for developing our region’s next round of company owners – particularly drawn from our regional Graphic Communication programs at Appalachian State University and Clemson University. I chose to bite my lip, though I did voice (on the Supplier Committee Zoom Call) that I did not expect the U.S. economy to outrun China’s sliding economy, as evidenced - prior to The Wall Street Journal’s August 15th headlines: (a) reduced Chinese Exports, (b) reduced Chinese Imports, and (c) China’s recently, surprise “deleted” reports on growing unemployment problems – for its youth (running over 19% unemployment for 16-24 year-olds). At a recent CEO Peer Group Meeting, spirited discussion included that lack of Planning to replace experienced, retiring, top-performing legacy Sales Reps – portends a troubling future for any organization – and their leadership – if not planning – at least - three years in advance…to develop top-notch Sales Rep replacements…for legacy retirees. (Imagine… knowing that one of your top four legacy retirees… sold over $5 million - last year….!) Company CEOs like to build things (like new facilities) and spend money (like newsworthy technologies and equipment)……but…then, what do you do next…? The lack of deep, forward-looking understanding – that…Important Buyers buy from experienced, tested, top-notch Sales Reps…. whom they like… and trust - seems to get lost in our industry’s Hottest and Trendiest News Reports……and only resurfaces in our short-term memories….when an organization needs one or more – top-notch, experienced Sales Reps…Now..! No print company marketing campaign I’ve ever observed…compensates for that fact….that condition….! When that day, that moment….that realization…occurs, it can be…. too late. At a recent CEO Peer Group Meeting, I thundered, “Where’s the Leadership in your organization… for relentlessly winning… and creating… revenues, profits… and customers….?” Who…. in your organization…represents that Leadership……..Leadership that does not lead from the back (…from behind a desk…or your local golf course…or while on vacation….)….but rather from the front…going after the best and most profitable customers …customers whose needs fit your organization’s most treasured capabilities….? This condition is an Industry Blind Spot….not just a company blind spot….! SUMMARY: Over and over, I’ve watched owners buy a “new sales training program”…with no ongoing commitment or recognition – that Education & Training for Business Development – is a lifetime organizational commitment, not a “Program for Next Quarter, or the 2nd half of 2023.” Results from those training programs are too often poorly vetted and not measured critically. Results tend not to be reported. (Training organizations tend not to have successful experience in the complexities of our great industry…! And… there’s no substitute for competent, lead-from-the-front, and by-example leadership – in your own organization…!) How many of your Sales Reps and CSRs know how to use Databases – for uncovering target prospects….? (Shouldn’t all of them…?) Does anyone in your organization know how…and why…to research target prospects? What Trade Shows do your target prospects… and most profitable customers attend…? Is there an in-depth monthly check-up and quarterly reassignment – with your Business Development Leadership….? Are Business Development Education Training sessions – biweekly….and substantive….? Isn’t a primary reason your Reps aren’t making repeat Sales Calls to targeted customers… that they can’t get repeat appointments….because…they don’t know how to make their Sales Calls – worth their Buyer’s time….? So our great industry’s Leadership…… continues to focus on new technologies…equipment…mergers and acquisitions….and maybe… a next generation of owners……to the neglect of….expert, well-trained, developing Sales Reps and CSRs……with an organizational strategy - that provides great information and service…to great customers…..that grow your revenues and profitability….! Should we be looking for “The rising tide… that lifts all boats….?” I hope not…! “If you think you can’t afford ongoing education and training for your organization, you probably don’t realize…. you’re already paying for it.”………Allie Hutchison, Sr., Hutchison Allgood Printing Co.

By Sid Chadwick, Chadwick Consulting, Inc. – 07/19/2023 Published in American Printer “As I walked out the door toward the gate that would lead to my freedom, I knew if I didn’t leave my bitterness and hatred behind, I’d still be in prison.”…….Nelson Mandela INTRODUCTION: What “shadows” in the marketplace are quietly stalking… you… and your company…? Why did your Reps overcharge a customer…because they could…? (There were no policies re. overcharging. In fact, some Reps claimed department “bragging rights” over who was able to overcharge the most – each month.) Does your incentive commission program encourage your Reps to (quietly) overcharge in order to earn significant additional commission…? What we don’t see…but somehow…inevitably occurs (It’s too often just a ma tter of time): Suddenly announced competitive bidding – at an important account - that reveals dramatically lower pricing available – from multiple competitors (and not just one - who’s trying to buy their way in). A local charitable golf tournament involving several of your best customers and prospects – includes an informal and unexpected discussion of what competitive bidding revealed about your company’s sometimes excessive pricing - by one of the participants. (Yes, it’s like a highly contagious virus. And when that “fuse of pricing practices starts burning, it’s nearly impossible to stop.”) Suddenly, for unexplained reasons, your company is facing multiple highly competitive bidding situations. More Heat: Your competitors have learned to pursue your customers - in particular – and they’re winning work (and new customers). SUMMARY: A long-term client recently asked us to draft a Sales Rep Agreement that in particular, included the maximum mark-up allowed for pricing without senior management review. Why is the maximum markup – allowed without senior management review? He had one Sales Rep in particular, who was charismatic, and had repeatedly demonstrated her ability to embarrassingly over-charge her customers. (Turnover of her customers - was noticeable.) She was interested in short-term, immediate income for herself, with little concern for negative long-term market consequences – that can become catastrophic. Her company owner had very different perspectives, different responsibilities, and financial obligations. He wanted long-term customer relationships – that would last – and not having to predictably, inevitably - rebuild his account base. That was the first time an owner had made such a request in my professional experience. That limitation was written into his Sales Rep Agreement, and my understanding, after some discussion, was accepted. I thought his thinking – was thoughtful, respectful – and had a long-term commitment of values – that his company’s customers - would cherish. Our great industry needs more long-term perspectives and planning. “A good head and a good heart are a formidable combination. But when you add to that a literate tongue and pen, then you have something very special.”………………………Nelson Mandela

By Sid Chadwick, Chadwick Consulting, Inc. – 07/06/2023 Published in American Printer “Educating your Customers… starts with relentlessly 1st educating your personnel”…………………Anonymous INTRODUCTION: Who does your Buyer call… first….? It’s not the department of the supplier - that’s not allowed to take interrupting calls from customers. It’s not the department of the supplier…that doesn’t know many answers, or how and where to go - for answers. It’s not the department of the supplier that gives the impression they don’t have time to be bothered… about anything other than processing an order. It’s not the company whose telephone and voicemail systems…just don’t work correctly…or reliably. (When was the last time you tested your phone and voicemail system – after hours…or on a holiday….?) Your customers know they’re not of primary importance by what they – and your personnel….experience….! I’ve heard – and read - that primary school teachers – and nurses – make terrific CSR’s….not for their innate knowledge about printing….but because of their combined capacity for empathy… intelligence…and integrity- to do things the right way… promptly. However, we lose customers…too often…quietly. Six to twelve months - or more - after they’ve gone elsewhere, someone up the ladder finally sees the drop-off in revenues, and asks, “What happened to Ms. Smith?” OPTIONS: Rational reasons Ms. Smith does want to pay your price? We conducted a Periodic Business Review (a.k.a. PBR’s) at least once a year, and always found new ways to improve: (a) our service, (b) our communications, (c) our consistency of product quality, and (d) our ease of doing business. (Note: This required exercise led to our being introduced to two other divisions of one customer.) We helped our customers find new suppliers, that they desperately needed, repeatedly…. Over time, they learned to call us - first. We helped their Art Dept. more correctly use their new software. Our electronic storage systems allowed them to not be in jeopardy of losing valuable files when one of their designers might leave. (Note: We now send them a list of their files we store – every six months.) We were able to clean-up their computer files, regularly, which increased the speed of their computers, and improved their defenses against hackers. Our review of their mailing lists and response profiles increased their ROI on all their Direct Mail marketing initiatives. We taught their marketing dept. how to use (and cross-reference) “public databases” for better targeting of prospects. Several customers have attended our Trade Shows with us, taken many notes, and improved their development of new customer markets, and new customers. We shared our approach to “Systems Thinking,” with several major customers …and it’s now become a regular part of their “Quarterly Department Performance Improvement Reviews.” When we ask for Referrals, they often respond with not just names, but with personal introductions. This one initiative improves our mutual importance to each other, including their value to us…! SUMMARY: This business can be far more about Value - than “low price wins.” What is your organization recognized for…? What does your organization communicate….? What’s the message…? “If you think you can’t afford ongoing education & training for your organization, you probably don’t realize you are already paying for it”…….Allie Hutchison, Sr., Hutchison Allgood Printing Co.

By Sid Chadwick, Chadwick Consulting, Inc. – 06/16/2023 Published in American Printer “You can have results or excuses, but not both”……Arnold Schwarzenegger INTRODUCTION: “What’s most important here….?” “How do you know if you had a good week…?” “What do we celebrate…?” “If you could change one thing, what would you change…?” That’s a small sampling of Interview Questions I would ask when visiting a prospective client, or when starting-up a project. As you can imagine, answers given by a dozen or more key personnel told me much about organizational values and priorities, organizational cohesion, and potential land mines needing attention. To ignore these issues was to place almost any project - on a slippery slope. The larger the organization, the steeper the potential slippery slope. Exercise in Priorities: Dick Gorelick taught me a “Client Exercise” I still consider profound. Get a list of the Top 10 Priorities from the client president, numbered 1 to 10 in terms of importance to the president. Question their order, 1 to 10 with him/her, to ensure the listing of 1 to 10 is solid in the president’s mind, and represents some “semblance of reality.” Now scramble the order, and in a room with all senior management and supervisors, give them the list of scrambled priorities, asking them to number them 1 to 10, as they think their president would number them. (Everyone keeps their answer sheet.) Then have the president reveal his list of priorities, one at a time, explaining why no. 1 is 1, no. 2 is 2, and so on. SUMMARY: This exercise is priceless – as an organizational reality check, and for communicating why decisions should be made, per the president’s priorities. I never experienced anyone matching a president’s list of priorities – as he/she listed them. Going forward, understandably there were fewer arguments, less wasted time and “gamesmanship,” and improved productivity and organizational execution. This exercise also elevated the probable success of the Project I was to implement. Generally speaking, implementing this exercise every six months - is not too often. “The two most powerful warriors are patience and time.”……Leo Tolstoy

By Sid Chadwick, Chadwick Consulting, Inc. – 06/01/2023 Published in American Printer “Most limitations… are an illusion”…….Arnold Schwarzenegger INTRODUCTION: From multiple sources, I’m hearing, “Buyers are wanting to see supplier Reps – that can tell them, ‘What’s New’, and ‘Information they can use, that won’t waste their time’.” (Our standard: give them at least two pieces of useful information - on every Sales Call…!) Two years from now, smart Business Development Directors and owners can expect to reflect, “That 3-to-6-month period after the Debt Ceiling was fought and settled, was a rare opportunity to make our mark.” “Business Development Team Education & Training”… is not a seasonal or once-a-month item on your calendar. (Your entire Team should participate: Estimators, CSR’s, Inside Sales Reps, Outside Reps, Business Development Director, Designers, Marketing Mgr., and invited Production Supervisors.) It’s an attitude – from the top of your organization. “We will have the best educated and trained organization - in our marketplace...!” (We want Buyers calling us – first…!) When that attitude is achieved in your organization and marketplace, by what you do (and not by what you say) - personnel, customers and what you hear that didn’t go well – are providing your next “Education Session’s - Agenda.” Two hours, at least every two weeks, starting off with: Recent successes, in some detail (volunteered from attendees). Excellent Estimate Requests – that won work (from your Estimators). Excellent Quote Letters – that won work (from your Reps). Detailed review of at least two terrific Samples (from your CSR’s and Reps). Review of excellent Production performances (from Production Supervisors, including ‘Why?’). What Production needs Reps and CSR’s to improve (which improves what Production can accomplish). Which areas of the Production Schedule need more work, need more time, need more complete, timely information? SUMMARY: We were claiming and developing the market position our Buyers were hungry to receive, and our competitors were neglecting. Today, with more younger, inexperienced Buyers, conditions are more sharply visible. When Buyers receive useful information from your Reps, your Reps receive a next appointment. When your Buyers keep seeing your Reps, there’s a professional reason that benefits your Buyer. Buyers who keep seeing your Reps, buy from your Reps….! Smart, top-performing Reps – know this…! Smart- top management - know this….! “Life’s six rules for success: 1. Trust yourself. 2. Break some rules. 3. Don’t be afraid to fail. 4. Ignore the naysayers. 5. Work like hell. 6. Give something back.”…..Arnold Schwarzenegger

By Sid Chadwick, Chadwick Consulting, Inc. – 05/18/2023 Published in American Printer “You just don’t luck into things as much as you’d like to think you do. You build step by step, whether it's friendships or opportunities.”..…...Barbara Bush INTRODUCTION: Committed Business Development Leadership… is hard to hide……It’s also hard to fake. I was asked by the son of a company owner, who was his Dad’s only Sales Rep at the time, “What can I be doing to get ahead… a little faster…for my next position in Dad’s company?” I shared my response later with his Dad: “Michael…do a better job with everything you are doing - now…including… checking your work…” Michael didn’t look pleased with my reply……his Dad, however, was thrilled. Almost everywhere I turn, company owners are trying to hire and encourage their new and current Sales Reps – to go after new customers. As a self-destructive pattern, New Reps receive too little real education and training. Current Reps receive even less…or none… of an ongoing nature……. …And Buyers know it. In one-on-one discussions, I ask Reps, “Which of your current customers are you receiving ALL their business…?” Their answer, after a quizzical look tends to be, “None.” Our Customer Survey results continue to testify that Survey sponsors are receiving far less of most customers’ business - than was previously recognized….! A Beginning Check-List……. Questions uncovering common Business Development apathy and lack of Leadership: Which of your customers have visited your Plant, and taken a Plant Tour – in the last year? Did they meet your president…? Was there an itinerary and Agenda, that your customer participated in developing…? Which and how many talented Production and Creative personnel have been introduced personally to key prospects and customers…?.... How many have been on Sales Calls with you…? How many major Proposals have you initiated and submitted to customers – in the last year (we’re not talking about Quote requests)…? For only your top 5 customers, “What are their business objectives and goals for this year…?” (How can we support them with Proposals and Quote Letters - if we don’t know what they are…?) How many Referrals have you asked for, obtained, and followed up with appointments…in the last year? How many written “Thank You Notes” have you written and mailed to customers in the last 90 days…? (I do not mean emails…!) Fellow employees…? Suppliers…? Which Trade Shows do your most loyal, most profitable customers attend….? How many of those Trade Shows do you attend…? Results…? SUMMARY: I’ll never forget a client’s “Customer and Profit Improvement Discussion” - in which we were – through one means or another - getting rid of the client’s bottom 15% of their customers – who were “obstructions to company performance improvement.” However, on one customer name, their president quickly said, “That one we need to keep – they supply us with at least two Referrals every year, that develop into very decent customers…!” Committed Business Development Leadership… is hard to hide……It’s also hard to fake. “An unexamined life is not worth living.”…….Socrates