I have blogged in the past about my disappointments with the copier industry: Pushy sales people, buried contract terms, a shell game of hidden profits, and a lack of focus on the customer experience. But one of the very refreshing aspects of the industry, at least the industry leaders I am lucky enough to hang out with, is that they are an open book, willing to share anything with each other.
Fisher’s belongs to a group called the Copier Dealers Association (CDA). This is a group of about 70 document systems companies around the country. I personally attend three dealer principal meetings each year and our CFOs, VPs of Service, and VPs of Sales each have their own annual meetings.
These are the best independent dealers in their markets and they are above the slime that traditionally exudes from our industry. They are innovative, customer-centric, and have employees that love working for them. What’s more, they share their secrets. From differentiation strategies to new strategic initiatives to pricing, the CDA companies open up their kimonos and help each other get better.
Last week, for example, I had an idea for a new initiative I want to take on at Fisher’s. I sent an email to the leaders of the CDA companies and asked if anyone had done such a thing. I got back an overwhelming response from the group, sending me information about their own similar initiatives or suggesting that it is a great idea and they would like to do it as well. It has launched a series of meetings which will result in an improvement for all of us.
I am so appreciative of the camaraderie in the industry and I thank those that have helped Fisher’s Document Systems in its dramatic improvement over the last two years.