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By: Sid Chadwick “ Life is not about the physical things we can accumulate – but rather the positive impact we can have on the lives of others. ”  ….Matthew Selby, Attorney (at his Father’s Memorial Service)   What can you do that would cause your customers and prospects – to repeatedly –  come back to –  YOU ?   In previous columns,  I promoted opportunities –  to educate customers on your capabilities – for growing their organization’s  performance .   Now step back, and ask…   “ Are these opportunities limited?.... Do we share them in open group discussions – every week – so we can learn from each other ?   “ What capabilities did we explain to customers, and how did that capability increase their (financial) performance ? ”   “ Is there a Master List being created...as a future Reference..? ”   A Collective Team Effort  – for educating customers and prospects – usually produces better results – than individual efforts...! Sid Chadwick, President Chadwick Consulting, Inc. sidchadwickcc@gmail.com 336-558-4939

To:        Prospective Inside Sales Trainees From:      Sid Chadwick Subject:  Inside Sales Rep/CSR Training Program Date:      March 18, 2025   We recently spoke to a company owner, whose revenue growth last year set records, along with record-breaking profits.   He has 10 Salespeople – and all 10  are  Inside Sales Reps .   We believe that many companies in our great industry either already have  at least one   Inside Sales Rep , or want to get started with one or more –  Inside Sales Reps.   NOTE : For well over a decade, we’ve nurtured several clients with  at least one  - successful  Inside Sales Rep .   Inside Sales Reps are : More Productive, day after day – calling – writing – and sending out Samples and Promotion Packages. Less Costly….! More Profitable….! More Helpful – and more Available – providing Quick Answers – to their Buyers…and Prospective Buyers…..!   Our 3-Month Inside Sales Rep Training Program – is scheduled to Start-up – April 9th . ( Note : Two students already committed – with two more students expected to join – maximum class size is 9 students .)   Sessions are scheduled to run for 90 minutes, from 2:30 to 4:00 EST – on Wednesdays…!   All Sessions are recorded, and recordings are forwarded the next day to participants …!  (And – there are modest Homework Assignments.)   Sessions run $75/wk. per attendee .   If you are part of our CEO Peer Group , your Sessions’ cost only $37/attendee .   As you have questions, don’t wait for my call  – drop me a note, or call me on my mobile phone, 336-558-4939.   I look forward to talking with you …! Sid Chadwick, President Chadwick Consulting, Inc. sidchadwickcc@gmail.com 336-558-4939

By Sid Chadwick, Chadwick Consulting, Inc. – 03/20/2025 Published in  American Printer  :   “ Sid discusses that customer education in our industry is not just an opportunity but a responsibility. Most customers only know what they buy, not what we're truly capable of offering. By embracing the opportunity to educate, we can elevate their success, strengthen relationships, and make a lasting impact. Read Sid's article now..” “Life is not about the physical things we can accumulate – but rather the positive impact we can have on the lives of others.” ……Mathew Selby, Attorney (at his Father’s Memorial Service)   INTRODUCTION :   Who….Most Impacted Your Life….? Have you ever pondered, “ Whose life am I impacting…? ” “ What can I improve…? ” “ Who is coming behind me…? ” “ What example am I setting – for others to see, and (silently) evaluate…that I don’t know who sees  what I’m doing/not doing…? ” Note:   There are different ways…to impact lives…  and lessons learned. In a “previous life,” I was a Scout Master for about a decade, for a special group of young men. Whenever we went on a camping trip, which was about every 6 weeks (rain or shine, snow or blistering hot weather – our internal promise to these young men – Every  6 Weeks…!). Every scout was required to bring a plastic garbage bag. And whatever trash we found on a mountain trail, or stream, or campsite (no matter how small, such as a cigarette butt), we required ourselves to “pick-it-up” – and put it in that trash bag. Not surprisingly, every camping trip saw us returning home, Sunday afternoon, with multiple trash bags – full of trash. It was my observation that there was disgust in these young scouts – at the lack of consideration – left by others – in the trash that had been discarded. It was also my observation, and opinion, that I never saw any of these young men – casually discard – even the smallest piece of trash – imaginable…. Ever. SUMMARY :  Each of us is leaving a legacy…by what we do…and don’t do. For our great industry, there’s no way to measure the impact on our communities  – on others, that our companies can have….that we, individually can have…through:  Sharing what we do…and know how to do. Explaining how to use our capabilities…to improve communications between people….between groups of people…and our customers’ business performance results. In previous years in our great industry, “ Customer Education ” – of what a company can do for its customers – was once recognized as a privilege – and opportunity – to improve a customer’s performance. Your customers only know what they buy from you…and most likely… don’t have a clue…of what you could do….that they need… .   “I am not a product of my circumstances…. I am a product of my decisions.” …..Stephen Covey

By Sid Chadwick, Chadwick Consulting, Inc. – 03/06/2025 Published in  American Printer  :   “ Sid's article this week reviews eliminating mediocrity, enhancing improvements, and preparing for unforeseen challenges. He suggests you learn how to take control of your operations, make impactful decisions, and build on essential values to strengthen your team. Read Sid's article now.” “There is meaning in every journey…that is unknown to the traveler.” …………………………...Dietrich Bonhoeffer INTRODUCTION :   If you are a student of early 20th century U.S. History, you recognize that our world today  is eerily similar – to post-World War I. You recognize ,  That President Woodrow Wilson was quite sick his last year or two in office, and Ms. Wilson quietly ran much of the Presidency. That Franklin Roosevelt did all he could to keep America out of the war raging in Europe (WW-II), after Europe was saved in WW-I (with U.S. blood).  The average American just wanted to enjoy some peace at home, as we were coming out of The Great Depression.  War was again raging in Europe. After France and Belgium fell, England stood singly against Nazi  Germany – for almost 5 years, as Roosevelt quietly sent shiploads across the N. Atlantic, filled with foodstuffs and armaments for England. As hard as Roosevelt worked his political magic with Winston Churchill’s patience, supporting England’s courage and sacrifices – and keeping us out of the European War, Japan did not cooperate, and we were ultimately sucked-in. I believe our country is “trimming-down” our wastefulness – for inevitable sacrifices not yet recognized, not yet seen – or accepted. SUMMARY :  As you walk through your operations –  daily  – and review your Operations’ Reports (including those detailed reports that too often are skipped in your Management Review Sessions), and begin anew – instituting cost-cutting and training – that measure improvements (or lack of improvements), you want to be more direct in making decisions that cut mediocrity and losses, and reinforce improvements  and results  that strengthen your organization – and the values you can build upon – that will be needed.   Our leaders in DC, Wall Street, and Main Street – need to continue preparing us for the challenges and sacrifices – that generally are not yet fully seen.   You are not living in a vacuum – away from the action, that’s unfolding. Often we do not know what we are capable of doing, or improving – until we see it – or – it’s required….! This country, this great industry, has a long term track record – that’s the envy of the world…. “Success is walking from failure to failure – with no loss of enthusiasm.” ……………….Winston Churchill

By: Sid Chadwick Early on, I recognized I had a gift for talking persuasively with Buyers and Senior Management of major Prospects. (Part of my Irish heritage.) Note : Listening closely …is critical.   As a Consultant, I also learned that my skills could intimidate a client’s Reps, such that they would not want to practice in Sales Team Group sessions – “One-on-One Sales Rep/Buyer role-play discussions” – for Sales Team Reviews – and Learning.   To create an atmosphere of “Fun,” I learned to create Role-Play Scenarios – making myself “The Rep” – talking to a major Buyer (one of the client’s Reps) – and after having an 8-10 minute dialogue, asking the Sales Team observers,   “ What should I have done better…? What should I have done differently…? ”   The observing Reps and CSR’s – always had immediate suggestions re. “ What should have been better….What should have been different… ?”   I then would ask, “ Who wants to go next? ”     Because I had gone first, and was not perfect, and everyone had learned from watching me – and listening to the review, one of the leading Reps would then volunteer to go next, and after him/her, then another would go, and so on.   A powerful Team Learning experience….!   By my going first, and NOT being perfect, they were willing to publicly practice, and improve their ability to create meaningful dialogue – with a high-powered Buyer.   Hearing from someone else…gave them pointers they might not have thought of.   Importantly : This also opened their willingness to pursue – larger Prospects .   Developing Your Sales Team’s skills – can be fun – and professionally – powerful…! Sid Chadwick, President Chadwick Consulting, Inc. 336-558-4939 sidchadwickcc@gmail.com

By: Sid Chadwick Whenever I hear an owner or senior manager brag about long hours – even holidays – they are working, and their not understanding why their organization is NOT performing better, I recognize I’m probably – standing near the problem  – at that very moment, with more information needing to be gathered.           Our industry is famous for employees… “ Delegating Up – the line of command .”   Examples of additional observations and information needing to be gathered, include : What is the competence, and work ethic, of subordinates…? Is a mediocre work ethic tolerated – as part of the organization’s culture…? When employees bring problems to the owner, how often do we hear from the owner… “ What do you suggest we do …?” or, “ How long has this issue been apparent …?... or “ What are our options…?”  Does the owner not have any hobbies of consequence – outside of his/her company…? Is there a lack of planning, such that most events of an ongoing nature, are reactionary, not proactive… beyond daily production scheduling…? Is meaningful time with family relations – a priority…or generally, neglected…? Do employees naturally defer to the owner to decide issues – way too often (with a subsequent negative affect on morale)…? Is the owner a natural procrastinator, who’s never corrected this tendency…?   When we delegate priorities, problems, and issues needing attention – that too often folks around us are used to our solving or fixing for them, we : Develop important personal growth in our subordinates….(“When we struggle, we grow.”…Ludmila Praslova, Ph.D.) We develop an additional sense of personal pride and accomplishment – in our subordinates, and the Team around them. We develop depth and strength – in the Team, that acts as a model for developing leadership in the organization, that can be recognized for future employees’ recruitment, by customers, and by suppliers.   Finally, when “Delegation” becomes part of your organization’s culture, and you, (a) employees learn to request problems and issues needing attention less often,  (b) employees request that problems be given to them, with time and results specified up front, and (c) perhaps most importantly – You are freed-up to do a better job – of leading, and managing….!   Delegate…Delegate….Delegate….!

By: Sid Chadwick The Director of Purchasing of an International Consumer Goods organization was visiting on a Thursday. It was her 1st visit – after calling on her for over two years. The informal understanding was that what she experienced on this 1st visit would determine the prospective supplier’s “next steps” with this Director of Purchasing.   Note :  Historically, the Director of Purchasing’s company bought “8-figures/year” – from our client’s competitors .   The prospective supplier had everything for the Plant Tour – “shiny” – and prepared, including key personnel introductions.   Initial introductions and pleasantries exchanged, their Tour was scheduled to start in Customer Service & Estimating, then move to Prepress, Pressroom, Finishing and Shipping.   At Customer Service and Estimating, after initial introductions and her looking around, she asked,   “ Where are your charts, showing your goals and objectives for improvement, errors made, last year’s performance numbers…and what’s been improved so far this year…? ”   You could have heard a pin drop….There were no such charts or objectives or performance improvements to review…and no charts on a wall…showing department performance.   This process repeated itself – in each subsequent Plant department toured.   At the end of the Plant Tour, back in the prospective supplier’s Meeting Room, which seemed to have a “ sudden dead body in the room atmosphere ,” the Director of Purchasing explained: “ We don’t choose our supplier’s based on ‘Low Price.’ We want the best, consistent quality available, which includes time required to work effectively with a supplier’s organization, responsiveness, reliability of promises kept, and perhaps most importantly – documented Continuous Improvement, with improved costs – every year. No exceptions……I’m somewhat surprised your Rep didn’t gain how we carefully choose suppliers - from her visits to our offices and plants.   …From this visit, your organization, which has impressed our Engineers, needs to determine if you want to step-up to what an international company like us requires of its suppliers, long-term. ”   Now, as I reflect on our changing business landscape, and as our world through communications and consolidation of Buyers seems to continuously become smaller, such values expected of suppliers - are NOT  just for International Buyers.   And Reps should be communicating, in writing, what’s important to major prospects – and customers.   Note : Position Descriptions for your successful   Inside and Outside Reps  – are changing .

By Sid Chadwick, Chadwick Consulting, Inc. – 02/06/2025 Published in  American Printer  :     “Are you missing out on ways to save costs with your suppliers? Don't let a packed schedule hold you back. Sid reviews a few simple steps to improve supplier relationships and boost financial success.”     “If you could take your experiences and ask to trade them in, the ones I would (not) trade would be the failures. Those are the most valuable ones.” …………Jerry Seinfeld INTRODUCTION :   “ Ignorance ” of opportunities with your Suppliers… is no excuse…for… “ Neglect. ”   You… have no real clue …. what options your key suppliers can… or could… provide.   You tend to be too busy to spend real quality time with key suppliers’ representatives, or even their boss, when either or both are visiting. When did you offer a moment of instruction to that Supplier’s Rep – that three years later, in an Interview, he said… you were the one who changed and elevated his career…?   When did you take that Supplier’s Rep, and Buy Their Lunch …that included several unforgettable stories about your career development…?   When did you send a letter of commendation to your Supplier’s Rep’s boss, praising the maturity and professional conduct of their Rep – asking that your letter be placed… in his personnel file…? In a previous life, I wrote such a letter to my cub-banker’s V.P., as I was applying to buy 13 acres of waterfront land on the coast of NC. Not only did I get the loan, but also what I perceived to be a below market rate…!   SUMMARY :  I want suppliers who want to turn heaven and earth for my company – and to create making something happen, that I need – NOW …!   I want my Supplier Reps using their creativity and influence – with their boss….with my Reps, on joint sales calls  – making deals for our customers – that cause our Buyers… to always…call us….FIRST …!   Suppliers…can help make you…who you want to be ….!   Does your organization …..know that ….?   Such a cultural attitude… stretches far beyond… short-term financial results …!     “Love in its essence, means making room for the other.” …………Dietrich Bonhoeffer

By: Sid Chadwick January 28, 2025 Many Customer Contact personnel tend to forget how important they are to all of their fellow employees, perhaps worth reminding them….!   As “the voice” of their company to many assigned and not yet assigned customers, your voice may be the only friendly voice your customer’s contact person talks to today, or even this week…!   Preparing your questions, and practicing them before you call, can create a tone of friendly confidence – your Buyer recognizes and feels.   A few Sample Questions and Discussion issues, that can serve and benefit your future contacts : I don’t know when your birthday is… for our Database. What special promotions are you running this and next month? Are you using your Database of customers and prospects to send out Blast emails…? Would your company want someone to manage your Database, and email Blasts…? Anything significant happening recently in your company…? Have you ever toured a commercial print plant..? It’s fascinating…what you would see and learn….! How do you celebrate birthdays at your company? We have professional designers and copywriters we can connect you to, if you ever need one. What charitable organizations and fund-raising events does your company support…? Any projects coming up that a sample or two from us would be helpful to use as a reference….? Making proactive contact with customers and prospects communicates their importance – to you and your organization. As the attorney’s commercial says, “ It’s just that easy….! " Sid Chadwick, President Chadwick Consulting, Inc. sidchadwickcc@gmail.com 336.558.4939

By Sid Chadwick, Chadwick Consulting, Inc. – 01/23/2025 Published in  American Printer  :     “Sid reviews how many organizations only realize they have a new account when an order comes in. Their reps often pursue prospects without a detailed preview, wasting time and resources by not evaluating the prospects. What are your Reps costing the organization each week?”     “If you are not willing to risk the unusual, you will have to settle for the ordinary” …………Jim Rohn   INTRODUCTION :   Management of your Business Development Team’s time….is starting to go through a revolution of thinking . “Training” is being recognized as a constant…. Training and use of Research Resources…is starting to be expected…and…How a Rep uses their time, and what they have to show as a result… is no longer…. Unknown. For example,  Inside Sales Reps … and  Outside Sales Reps … too often have….  Nothing in Writing … to guide: 1.     What is the profile of Prospects… they  should  pursue developing…? 2.     What is the profile of Prospects… they  should not  pursue…? Buyers like to work with suppliers who specialize in serving organizations like their (a) employer, or (b) who specialize in products & services like what the Buyer’s employer probably uses… or would like to use ….! For example : 1.     If your organization employs contract or full-time proofreaders (yes…a few organizations do), there are organizations that focus on perfection (e.g., medical), or who have important communications that should have no proofreading errors. Clearly, offering such a service opens new doors to important organizations and projects. (I could tell you some amazing stories…!)   2.     Does your organization specialize in great Customer Service…? When your buyer says, “I want a supplier with  great ,   not, sometimes great  , Customer Service,” Do you ask for examples – to understand what specifically that Buyer really wants? 3.     Does your organization specialize in “Quick, Emergency Turnaround?” – as illustrated by 2nd shift and weekend Customer Service and Prepress? 4.     Does your organization specialize in delivering promised deliveries? What’s your “On-time Delivery Record” for the last 6 months to a year…? 5.     Does your organization specialize in Advertising Specialties, notifying customers of “What’s New this Season!”…and finding reliable domestic suppliers, who are cost-effective….? 6.     Does your organization specialize in Storage & Fulfillment, such that Prospects pursuing acquisitions are natural targets for supporting their strategic ambitions…? An example of Prospects to avoid … tend to be organizations who: (a) are not growing, (b) have no clear objectives and goals for this or next year (that allow you to pursue supporting their ambitions), and (c) whose senior management has no succession plan – other than to manage their steady downsizing. Such organizations tend to be constant - “low-price wins” buyers.   SUMMARY :  Too many organizations only know they might have a new account… when their Rep brings in an order. Generally speaking, who the Rep was pursuing was not known, or reviewed in detail, with needed frequency. Prior to that order from a new Prospect, the Rep, needing to pay his/her bills, pursues Prospects they believe they can sell. They’ve invested costly time, mileage, Estimators’ time, and the future profitability of the organization – to seek a new account – that too often is “not a good fit.” Which is a bit backwards. Prospects should be evaluated from available information sources…before serious investments to get to know the prospect - have occurred. Experienced management should be involved in that process. So I ask, “Are the Profiles of who to pursue, and who to avoid –  in writing  – and reviewed and updated about every 6 months - for your Inside and Outside Reps…? What are your Reps costing the organization, each week? Given that your future is being determined by what they do now, they’re costing you much more than what you pay them…!   “Time is the most valuable thing that we have, because it is the most irrevocable.” …………Dietrich Bonhoeffer

By Sid Chadwick, Chadwick Consulting, Inc. – 01/09/2025 Published in  American Printer  :    “With head-count cuts and squeezed margins, buyers are pressed for time and results. Sid reviews promoting talented, ambitious CSRs to Inside Sales roles, avoiding road hassles and leveraging their social skills. This strategy can transform your team and boost your business development.” “If you want to achieve greatness, stop asking for permission.”......Anonymous INTRODUCTION :   Buyers need information – when they need it. (Pressures they are under for improved results – are relentless.)  Buyers want “useful information” – that doesn’t waste their time. Buyers generally don’t have time to burn with Sales Reps’ chit-chat visits, as their employers continue to slowly cut head-count, especially re. senior positions whose experience is impossible to replace, but whose pay levels may be hard to justify, when revenues and margins are being squeezed. We’ve had recent requests to develop a Curriculum for an Inside Sales Rep/CSR Education & Training Program . Over the last few years, we’ve encouraged several clients to offer that position to their most talented (especially re. social skills) and ambitious – CSR’s – who did NOT want to be on the road every day, fighting traffic, and away from the safety and support of their management team, and peers. Interestingly, unlike new Sales Reps, we have experienced no failures – from those few who seized those initiatives .     Please note :  Not all CSR’s will want to move to an Inside Sales Rep/CSR position, and all that it requires – in spite of the possibilities of better pay. Not all CSR’s are “geared” to deal with lots of delayed gratification, and a good bit of initial rejection. And not all internal management are prepared to provide the guidance, patience, and support, such a new position requires.  But the management teams that experienced success – realized they were probably looking at a major change in their Business Development Team – including more talented women, better organization skills, and an expectation for ongoing (even relentless) education and training.   SUMMARY :  Our Inside Sales Rep/CSR Curriculum runs for almost 5 months, one session a week, for 1.5 hours, with : Homework reading and study assignments – between classes. More than one student from a company is allowed. Curriculum available to be reviewed in advance – by prospective participating organizations. Class size limited to no more than seven students. Pop Quizzes – to test assignments being completed, and comprehension. Open Book Mid-Term & Final Exams – to test comprehension. New Account development and Improved Quote assignments – throughout the 5 months. All sessions conducted on Zoom. All sessions recorded, archived, and then sent to both student and student’s supervisor, for additional future review, organizationally. (Priceless.)   In the face of a faster moving business environment, what are your plans for improved Business Development – for 2025… ? “Time is the most valuable thing that we have, because it is the most irrevocable.” .......Dietrich Bonhoeffer

By Sid Chadwick, Chadwick Consulting, Inc. – 12/19/2024 Published in  American Printer  :     Customer contact personnel are increasingly supported by web-to-print digital systems that remove day-to-day interactions with customers. What has not been valued is the decreasing contact between customers and customer contact personnel, leading to decreasing opportunities of understanding what the supplier can do for the customer organization. In valuing time, we seem to neglect how our resources can improve customer business performance. When we gain time, what did we exchange and use that time for? This article hopefully leaves with you with something to ponder regarding value and time in the future. “The ultimate test of a moral society… is the kind of world it leaves to its children.” …………………………………….Dietrich Bonhoeffer INTRODUCTION :   We generally produce unbelievable, dramatic Customer Survey results  for our clients, not because their Reps and CSR’s do a poor job of communicating….but because: There is little to no supporting, frequent Self-Promotion by the supplier,  reminding customers of their capabilities. There’s been little to no supporting collatera1 to leave with/send to their customers. Their customers only… know what they buy…not what they don’t buy – from each  supplier…! As difficult as this may be to grasp, it’s fairly easy for us to uncover well over $500,000 of annual repeat business from current customers – that our client is not receiving… from those current customers . (Note: Our Survey response rates average about 35%, which the few consultants who have seen our work, don’t know how we make that happen.) Then we have the development and growth of “Web-to-print” – all in the name of “Improved Workflow, Fewer Touches, and Lower Costs…!”     When a change in key contact personnel occurs at a major customer, the current supplier may be the last to know – for lack of personal contact . However , your competitor’s Rep or “Inside Sales CSR,” who IS making their visits and appointments, does know the new personnel, gives that new key person lots of helpful information…and, well…..we know where that leads. All in the name of improved efficiencies, but decreasing personal contact…...!   SUMMARY :  Several years ago, we started adding the question to our client Customer Surveys:  “ Would you be interested in discussing consolidating suppliers through a Multi-year Agreement, in order to improve costs, improve consistency of quality, and improve productivity of your personnel? ” Every Survey – with that question - generated over 15 positive customer survey responses. And….we have one client today – with over 40% of their revenues in “ Multi-year Agreements .” As a result , (a) their revenues month-to-month are more predictable, (b) their labor costs are much improved, (c) overtime is radically reduced, and (d) their profitability is improved – every quarter. Ahhhhh.…the power of a well-designed Customer Survey, in the hands of an experienced Research Firm. How vulnerable are you to… a smarter competitor….or at least… a competitor with a smart Research Firm…? “Time is the most valuable thing that we have, because it is the most irrevocable.” …………..Dietrich Bonhoeffer