This category contains information that is general to a dealership and not specifically focused on one department.  

Never Stop Learning

A Call Center - When and Why

Customer Service Matters

BTA Mid-America, Seat Based Billing, and Pro-Finance 2.0

Welcome to the membership portal

Interesting Times Ahead : How Will New Inkjet Devices Impact The Service Department?

Employee Recognition - Not for Sales Only

Protect the Power to Protect Your Bottom Line

5 Reasons Why Training for the Future Matters

Using Social Media to Grow and Strengthen Your Business

Moving Forward Requires Making Changes

Sell Less and Make More

Why Seat Based Billing is Better For the Dealer

Why Seat Based Billing Should Be Part of Your Strategy

Aligning with Customer Needs Through Seat Based Billing

How Sticky Are You With Your Customers

BTA: Education and Events Make a Difference for Members

Thougths From Print 18

What is your Exit Strategy

Planning for the future

General information

This section focuses on subjects that primarily impact the Service Department.

Savings Opportunities in Parts

Put the Carrot Where You Want the Technicians To Go

Training is the Key To Service Success

Territory Management - The key to reducing cost

The Product Specialist - Why You Need One

The Value of  a Technician - Do You Know?

Successful Recruiting and Hiring

Don't Spend $25 on $5 Tasks, How to Use Your Resources Efficiently

Why Customer Relations Training is a Must For Technicians

Creating a Uniform Process for Your Business: How to Do It and Why

Toner Control and Service Profitability

Managed IT and the Service Department

A Day in the (Training) Life: Service Managers Gain a Wealth of Info at Visual Edge Technology Event

Light Production Print and the Service Department

Taking Time to Prepare Can Make Foray into Solutions Less Stressful for Dealers 

Promote for Success: Don’t Ruin Your Best Tech 

Managed Print Services and the Service Department

Creating a Sound Up-Front Plan Is Key When Diving Into Non-Traditional Products and Service

Secure the Recurring Revenue

Forecasting the Future of Service: Looking at Changes Needed for Success

Servicing Your Own Future: Exploring New Roadways to Information for Service Managers

Get Ready to Face the Future: BTA National Meeting Highlights Major Issues Facing Service

The Service Department: Charting the Current Challenges and Preparing for the Future

The Service Department: How You Can Prepare for the Future

A New Hires First Three Months

Service Department

Measure What Matters

Evaluating Service Performance

Developing the Plan to Improve Mean Copies Between Calls

Parts and the Cost of Service

Metrics

What the Future Holds Presentation

Imaging Device as a Service - Wes Mcartor

A Better Mousetrap - Felipe Godoy

Service Metrics

Managed Service Providers - Strategies for the Imaging Channel

Resources

Preparing your Company for the Future

Videos from BTA Events and Webinars

This membership area contains all of the publicly available information I have published, including blog posts and articles.

Information for Owners and Managers in the Office Equipment Industry

Kenneth Edmonds

Course content