Copier Salespeople: The Undoing of Managed Print Services Opportunities - A Personal Account

Re-Mastered from the 2009 DOTC classic, "Copier Sales People Destroy Managed Print Services Opportunities: Daily"

Why Traditional Copier Sales Tactics Undermine the Potential of Managed Print Services

Executive Summary:

1. The Problem with Legacy Sales Practices: Managed Print Services (MPS) is a rapidly evolving industry; however, its potential is being undermined by outdated sales tactics. This issue is deeply ingrained and can lead to unsatisfactory client experiences, as old-school copier salespeople resist change and cling to outdated dogmas.
2. Case Studies of Poor Sales Tactics: The negative impacts of these traditional sales practices are highlighted through two real-life client experiences. Both cases involve manipulative, rushed, and misleading sales practices from competitors that lead to client distress and loss of trust. These sales tactics prioritize moving products over genuinely addressing client needs, causing significant frustration and disruption.
3. The Future of Sales - AI & Core Sales Principles: Looking ahead to 2023, the timeless lessons from these experiences remain relevant. No matter the technological advances, core sales principles such as empathy, active listening, problem-solving, and relationship-building remain irreplaceable. As AI becomes increasingly integrated into sales, it presents opportunities for efficiency and insight while also challenging traditional face-to-face selling practices. While AI has the potential to redefine sales, the core ethos of understanding client needs and delivering effective solutions remains constant.

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In the rapidly evolving world of technology, the managed print services (MPS) industry is no exception. Yet, the legacy sales practices of copier salespeople are undermining the potential of MPS. 

Despite the proliferation of MPS training programs and the influx of so-called "MPS Experts", I argue that these won't make a difference. Major manufacturers like Toshiba, Konica Minolta, Ricoh, Samsung, Xerox, and Canon, who are launching such programs, are likely to experience frustration and lost potential. The reason? Resistance to change and clinging to outdated dogmas.

There is a saying in the industry that encapsulates this issue: at the beginning of the month, we all sell solutions, but in the last week of the month, we move a box. This mentality is deeply ingrained, often causing chaos and dissatisfaction for clients.

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Experiences from the Field: When Copier Sales Techniques Clash with Client Expectations

In my personal experience, I've witnessed first-hand the negative impacts of these outdated sales practices. Once, I had to apologize to my clients for the inappropriate actions of my competitors - despite neither I nor my team is at fault.

"Who needs a time machine when copier sales tactics can take you right back to the 80s?"

I'll share two instances where traditional copier salespeople caused significant distress to my clients, resulting in a loss of trust and a strained relationship.

Client 1: A Large MPS Engagement

My first client's case involved a large MPS project. Our plan was to manage and control the fleet refresh, implement supply management, and save millions. During our continuous and detailed site surveys, we occasionally found that the client's departmental requirements didn't fit our current product line. In such situations, I had to make copier recommendations, even for brands I didn't carry.

However, when the client contacted a local sales rep from one of these recommended brands, they faced a classic, end-of-the-month sales onslaught. The sales tactics were manipulative and rushed, with verbal pricing not matching the written quote, service level agreements (SLAs) being non-existent, and pressure to close the deal fast.

Despite providing the client with a list of clarifying questions to pose to the sales team, the unfortunate outcome was that the competitor got the deal.

Client 2: A Smaller MPS Engagement

My second client, a small MPS engagement involving 21 devices, was similarly affected. An opportunistic brand representative barged into my client's office offering to save them "thousands" by installing their new product. Their proposed pricing was almost twice mine, and their solution suggested removing several functioning devices, completely ignoring others. The price sheet was also deliberately misleading, with service rates and volume-based monthly payments shown separately, making the actual cost difficult to comprehend.

"...at the beginning of the month, we all sell solutions, but in the last week of the month, we move a box..."

Furthermore, the existing vendor, when contacted to upgrade the three units I did, merely sent over a contract for signature without any discussion, needs analysis, or appointment - adding to the client's frustrations.

Conclusion: The Need for a Paradigm Shift in Copier Sales

I am well aware that not all copier salespeople resort to these tactics, but it's concerning that such practices are still prevalent. In one week, I witnessed three industry-leading firms represented by outdated, manipulative sales approaches.

Many believe that the MPS industry will thrive with this type of talent, but I argue that no amount of MPS Training can fix this problem. The copier sales approach needs a fundamental paradigm shift towards solution-selling rather than box-moving. Those considering implementing an MPS Practice or partnering with a Managed Print Services provider should be aware of these issues and ensure that they choose a partner who truly values their needs and understands the transformative potential of MPS.

One More Thing

Reflecting back from 2023, it becomes clear that the lessons encapsulated in these experiences are truly timeless. Despite the technological leaps in office technology and systemic changes like work from anywhere #WFA, the essence of professional selling—empathy, active listening, problem-solving, and relationship building—remains integral and irreplaceable.

However, the landscape of sales is not immune to the ongoing digital revolution. The rapid integration of artificial intelligence into our workflows marks a significant turn in the road. We're witnessing a new era where AI has the potential not only to augment but to redefine the landscape of professional selling. The notion that AI may erase the need for face-to-face professional selling is no longer a far-off speculation, but a looming reality.

As this new era dawns, it isn't a call to fear but to adapt and evolve. AI's growing presence in customer interactions, intelligent product recommendations, and even negotiation processes may seem daunting, but it also opens up a wealth of opportunities. As we step into this future, we need to strike a balance between the irreplaceable human connection and trust in selling with the efficiencies and unprecedented insights offered by AI.

In essence, while the methodologies evolve, the core ethos of sales remains the same—understanding our clients' needs and delivering effective solutions. The evolution of technology doesn't overwrite this fundamental truth; it merely offers new ways to realize it. 

Looking ahead,  it's clear that the era of AI-powered selling is upon us—ushering in a future where traditional face-to-face selling may become a thing of the past.

Enjoy it now.

 

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LinkedIn Post Introduction: As an industry insider, I've seen firsthand how outdated sales practices can undermine the transformative potential of Managed Print Services. If we want to drive progress and truly serve our clients, we need a fundamental shift in our approach. Check out my latest article where I share some disconcerting experiences from the field. #ManagedPrintServices #SalesPractices

Tweet: Are #CopierSales tactics derailing the potential of #ManagedPrintServices? Here's a look at how outdated practices cause more harm than good. Let's start the conversation on changing the sales narrative! [insert link] #MPS #ChangeTheGame

Comma Delimited List of Keywords: Managed Print Services, Copier Sales, Sales Tactics, MPS Training, Sales Practices, Sales Ethics, Client Experience, Sales Approach, Solution-Selling, Business Practices, Paradigm Shift, Industry Standards

Search Question: What impact do traditional copier sales practices have on Managed Print Services opportunities?

Funny Tagline: Who needs a time machine when copier sales tactics can take you right back to the 80s?

Real Song That Matches the Message: "Change" by Taylor Swift. This song's lyrics emphasize the need for change and the struggle involved, mirroring the industry's need to shift away from outdated sales practices.