Two Steps Forward

Danielle J. Kay-Kuhns, customer service manager/sales & marketing

Kay Toledo Tag

Toledo, Ohio

"2009 was a huge challenge for all industries with printing being no exception. Those who will be most successful in 2010 will have made positive changes in their selling efforts in '09 that will set the stage for greater success. Above all, distributors and manufacturers need to remain confident in themselves to present the right image and strength to both existing and potential new clients. Staying close to your customers and 'going beyond the expected' will earn new business opportunities. Understanding what customers really need and exceeding those expectations on a consistent basis will set the tone for success. Bring value in what you do everyday and have fun doing it."

Mike Durbiano, vice president sales & marketing

Printgraphics

Vandalia, Ohio

"Customers have new demands. Find out what they are, what the market forces are that drive sales for them ... and then provide them with a solution.

1. Sell proven sellers.

2. Use your vendor's expertise and find out who among them is promoting new products for you to sell.

3. Market to your current customers.

Jim Magdaleno, product manager

TFP Data Systems, Oxnard, Calif.

"It isn't enough anymore to just know your products. Customers expect it since product information is just a few clicks away. It isn't enough to know your customers and to listen to them when they speak, either. It's knowing the value of outstanding customer service. That's the key differentiator today."

Doug Apple, director, general manager

Wilmer, Dayton, Ohio

"Stay active with solutions selling via e-commerce. Distributors who are capable of showing value by reducing transactional costs associated with forms procurement will be in a position to gain market share in 2010. Order platforms such as EnnisOnline & MicrLink reduce the number of touches required to place orders."