Guest Post:Carl Little, VP of Dealer Sales, InkCycle, Inc.
Email: clittle at inkcycle dot com
It's been exciting day, and I'm catching up on my blog posts!
Ken Staubit from Strategy Development talked to us about the challenges with having a service department. The main take-away I heard from him was that most service departments are overstaffed. This is due to poor territory management, bad training and lack of parts being quickly available.
One big issue that contributes to a lack of profit in service departments is MPS Support calls. Companies fail to focus on HP and Lexmark training, when they have over 90% of the placements. While it's ok to cross train copier technicians, it's better to have specialists in printer service. These specialists will see more calls, since the number of clicks for a printer is 4-6 times that of a copier.
And other issue? Technicians don't see a career path! They approach the job as a job - not a career - and this affects their attitude as well as their work ethic. While most technicians complain about lack of training and lack of the review process, they also need to know that their job as a technician could possibly go somewhere other than in from of a printer.
As usual, we are seeing an increase in consumers using the phrase "Managed" services - where they are looking for help in managing help desks, mail rooms and IT services. The meaning of the phrase is expanding, and it's important to get your customers under some sort of MPS contract, before you lose them to someone that does!