Published Articles

Little to Fear From Bigger Competitors…….......IF…. Personalized Service…. Is Your Culture

Published Articles
Published in

American Printer

on June 30, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“Put it in lipstick on your mirror, or whatever …Any business…with delighted customers has a sales force they won’t have to pay; You don’t see them, but they are talking to people all the time.” ……Warren Buffett 

INTRODUCTION: 
Customer Calls UnansweredYesterday I listened from an adjoining office as my Administrative Assistant grumbled… she couldn’t get a major hotel chain to return her calls --- for two days. She was trying to book a group of eleven overnight lodging rooms for three days, plus meeting rooms, and meals --- for mid-July.

We tend to use that chain --- at least twelve times each year, in different cities.

What’s going on…..?

»Read more

Standards of Conduct

Published Articles
Published in

American Printer

on June 22, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“In the Jewish Faith, gossip is second only to murder --- as a crime” ....What It Means To Be Jewish

INTRODUCTION: 
I recently received permission to address a client’s Customer Service Department --- where quietly under the surface --- interpersonal communications had been “nasty”, “counter-productive” --- and “destructive” --- far too long.

Sure glad the hole is not at our end“Interpersonal communications” --- are not casually important. They inevitably affect employee morale, tone and quality of subsequent communications --- with customers and other departments, and certainly --- “Interpersonal communications” affect how much quality work can be produced --- correctly.

»Read more

Unrecognized, Untapped Talent --- In The Ranks

Published Articles
Published in

American Printer

on June 16, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“When I stand before God at the end of my life, I would hope that I would not have a single bit of talent left and could say, I used everything you gave me. .….Erma Bombeck

INTRODUCTION: 
Your employees, suppliers, and customers --- have ideas, and questions --- that can lead to significant developments for your organization’s future.

My observation is that most organizations don’t ask enough questions, or want to hear what might be changed --- for creating value --- too often because what’s working --- doesn’t require change --- at this very moment.

Performance Evaluation TipsWhether in discussions duringPerformance Reviews ”, or “

»Read more

What Matters Most… In Five-to-Ten Years… Tends To Be… An Unrecognized Priority

Published Articles
Published in

American Printer

on June 9, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“Figure out what will matter most in 5-10 years, and then build your strategy around that….” ………………….Jeff Bezos, Amazon, NCBC

INTRODUCTION: 
Digital Asset ManagementFor the better part of a decade, we’ve advocated that clients should seriously consider offering a “special service” --- for which they could charge modest fees.

The service” --- however --- would generate significant additional economic benefits --- from every client who used these services.

Fees for the service --- are practically irrelevant, compared to the tag-along commercial benefits--- for the “provider”.»Read more

Useful Understanding… Too Often --- Not Nurtured

Published Articles
Published in

American Printer

on June 2, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“Dumbness, to paraphrase the late senator Daniel Patrick Moynihan, has been steadily defined downward for several decades, by a combination of heretofore irresistible forces. These include the triumph of video culture over print culture; a disjunction between Americans’ rising level of formal education and their shaky grasp of basic…. science and history….” ……..Susan Jacoby, The Age of American Unreason

INTRODUCTION: 
The CEO Peer Group member was noticeably frustrated. His Business Development Department was making frequent, costly errors in Job-Ticket Writing, Estimating, and Communications --- to --- and from --- customers.

Recognizing a common problem, and the conditions supporting those costly errors, I had to ask a piercing question --- that addressed his conditions:

»Read more

THINK ‘PERCEIVED CUSTOMER VALUE,’ VALUE-ADDED PRICING

Published Articles
Published in

Greensheetbiz

on May 31, 2016

By Sid Chadwick, Chadwick Consulting

  

“So much of what we call management consists of making it difficult for people to work.”— Peter F. Drucker

 

I know a printer, a client of mine that created an innovative sales commission structure, where bonuses helped shape behavioral performance, thus generating increased profits for the printing company. The structure also elevated business development team morale and sales reps’ pride and competitiveness.

»Read more

When We Put It In Writing… It Becomes Important

Published Articles
Published in

American Printer

on May 26. 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“I long to accomplish a great and noble task, but it is my chief duty to accomplish humble tasks as though they were great and noble.” …Helen Keller, The 16 Characteristics of True Champions

16 Characteristics of True ChampionsINTRODUCTION: 
Reliable performance for customers --- is not a mystery. What’s required is organizational commitment, and discipline.

Our host CEO could not answer a most basic question: “Does your pressroom maintain a maintenance log --- on every piece of equipment?” His response, in a group setting, after a moment’s hesitation:“I don’t know.”

»Read more

Better Quote Management… and Measurement… Pays-Off… Quickly…

Published Articles
Published in

American Printer

on May 19, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“A hunch is creativity trying to tell you something….”       Frank Capra, 1001Smartest Things Ever Said , The Lyons Press

INTRODUCTION: 
Not one company in the room was managing a “Quote Log”…..What a waste….!

Managing Quote LogNot one company owner knew his/her quote hit ratio, or had their Sales Reps and CSR’s --- purposefully --- follow-up their quotes --- before ….the award….! (One company president sheepishly offered, “We used to do that….”) 

»Read more

Would We Change Our Priorities….If We Had Better Information…?

Published Articles
Published in

American Printer

on May 12, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“We had no idea you had these capabilities…”…Typical Comment from Current Customers….in A Survey Report Just Delivered --- Where 100’s Of Additional Products Offered In Their Customer Survey --- Were …. Requested.

INTRODUCTION: 
Why do we pursue time-consuming, expensive prospect development….when we have significant demand, at decent margins --- for what we offer now --- at current customers? 

»Read more

Do You…and Your Organization… Have Proper Priorities... That Are Measured…?

Published Articles
Published in

American Printer

on May 5, 2016

By Sid Chadwick, Chadwick Consulting, Inc.

“If you want something new, you have to stop doing something old.”………………...Peter F. Drucker, Austrian-born Management Consultant

INTRODUCTION: 
What gets measuredI just wrote the Managing Director of a client“Most company owners testify that they recognize ‘Business Development’ is a priority….However, closer examination of what issues receive their time --- and ‘Business Development’ tends to receive ‘the time that’s left’ --- which too often tends to be --- not much. Neglecting this priority --- jeopardizes your company’s future, and your company’s value.”

»Read more