What makes us different than everyone else?

There's a millions reasons why you can buy from a million different dealers in this industry. Everyone has their own pitch, their own perks, and even their own style that makes them different from everyone else. What makes a dealer different is how they answer the question listed above. Will you go on the defensive? Will you try to put down the competition to make yourself look better? Realistically, one would assume that I am even writing this to compare myself to other dealers. WRONG.

The same rules and basic principals that apply to how I deal with my customers are not too different from how my clients should treat their customers. Throughout my years in this industry, I have been both a customer and the product specialist and I have seen what it takes to help customers bring their business to the next level. I base my success on professionalism and personality. It's about going the extra mile for the customer. It's about going above and beyond the call of duty and not just being the 9-5 guy, simply because in today's world, that does not cut it.

Here's some tips and tricks for you to use in your business when dealing with customers. I train my staff to use them every day and pass along as much helpful advice as possible.

1. We are all people. Here's a great way to start. Many people have a hard time dealing with other human beings. I used to be the exact same way. You get so nervous about having a simple conversation with another person that you mentally take yourself out of the game before you even say hello. Look, here's the deal. We all get up. We all eat drink shower (hopefully) and put our pants on one leg at a time. We all have a job to do, your job is to make your customers job a little easier. That's customer service. If you have apprehensions about talking to people in general, sales is not for you. But when dealing with other human beings, simply remember that they are seeking YOUR advice, YOUR help. They may know absolutely nothing about what you are selling or offering. If you can't show enough confidence in your own product, then why should they take a chance on you.

2. Forced Selling. There's nothing that angers me more than tactics like this. Granted I've done my share of trying to get in touch with a customer but here's the deal. Take step 1 and remember that we are all people. When you go home, and you're having dinner, and the phone rings, and someone is trying to sell you something you have no interest in, you instantly get annoyed. Worst of all, with these telemarketing type tactics, "NO" is never a good answer. The LAST thing you are going to do is buy their product. These are companies that hound you and hound you and hound you until you buy and once you do..GOODBYE! You become another statistic and can't get the support and service you need. Now granted, there are also times when the CUSTOMER is at fault. Yes that's right..the whole "customer is always right" theory doesn't always ring true..Which brings me to #3.

3. Treat people the way you want to be treated. Here's what I mean. There are customers that come to me with all sorts of requests. Some of which have nothing to even do with products I sold them, but they still need my advice. I still help. Now here's where it gets a little sensitive. I don't follow any forced selling tactics, but I base a lot of my qualities on #1 We are all just people. If you come to me looking for a machine or a solution to your problem, and it turns out you are no longer interested, simply tell your rep. It's no sweat off their back. No one is going to come to your house with an axe forcing you to buy. You move on and so do we. Fair enough. Think about your customers. If you quote out a project for a customer which would you rather happen: A) your customer calls you to keep you updated on whether the job will go through? or B) you have to hunt the guy down each and every week only to find out that it's not going through. I've had customers call me for prices on machines, then not call me back for weeks, then send their employees to call me when their existing machines have trouble so I can help. I still help, but that's just me. Sometimes the courtesy isn't returned. Keep the rules simple and everyone will get along just fine.

4. Deliver on your promises. This one targets EVERYONE. Customers and Dealers. Man, going back AGAIN to #1. We are all just people. We all go through this life together. Why promise things to customers only to get a deal closed and then not stand by your product. Do you know how many people I speak to on sign forums and technical support calls that have NO faith in their dealers whatsoever? That's absurd. If you are going to be in this game, then give it your all or go home. Now customers on the other hand, one bit of advice I'd have to give, if you feel you didn't receive all the training and support you wanted, do something about it. People make mistakes. Call your dealer and openly discuss the problems with them, rather than wait until something DOES go wrong and then you spend more time badmouthing either the machine or the rep or both, when a simple phone call can solve everything.

So call me a preacher, call me what you will, but these are rules and guidelines I follow with my business. What makes me different that the rest is not based on a list of what everyone else DOESN'T do..It's more about what I can do for my customers. People need to understand and have more faith in the value of support and service and that's what I sell. Selling a printer is one thing. Anyone can write the order. The REAL job of a Consultant begins once the ink is dry on the order.

Now one thing I am faced with day in and day out is pricing. Customers will ask "What's MY price?" "What's YOUR BEST price?" Which is fine..I have no issues with people trying to get the best deal. However, let's be realistic. After all, if you're reading this blog to find a lame sales pitch, that's not why I created this page. I tell it like it is. So here's my take.

We're all in this business because A) we love it and B) we want to make money. I lay it out real simple for my customers. If you've used a certain piece of equipment before and have all the experience in the world, yeah maybe I'll work up a different type of deal for you. Why? Because what you're paying for is not just a machine, but my time to assist you with it. When my phone rings at 10pm on a week night with a customer's problem (AND IT HAS) guess what..it gets answered. I've had customers call me Friday nights when I'm out to dinner with my bride and I STILL answer it..Can you imagine the trouble I get into LOL. Now if you spend more time beating a dealer up on price and not show any passion for this industry, and all you see the equipment as is an expense purchase that you need to "steal a deal" on so you can make the most money, trust me, it's not going to go well. And when my phone rings, you'd probably get my voicemail.

Now I don't write these things to create any type of controversy. I am an open book to my customers. I sell them what they need to succeed. I do whatever it takes to make them happy. I discount my products to a fair extent, but at the same time, people who DO buy from me, know they are getting the absolute best in support and service and I'll be with them every step of the way. They succeed. I succeed. And round and round we go Jack!

Till Next Time...

Where do we..begin..

I have been in this business for over 8 years and I never get tired of helping people. Since my first day in the industry I have always tried to do what I could to go the extra mile for the people I work with. Alot of my customers over the years have become friends. But that's what this business is all about..building relationships. Sure the money is important, but what good is the money when you don't love what you do? What joy is there in making millions of dollars when you have no memories of how you got there?

My love for this business came at the age of 21 years old. My father was full time police officer and part time everything else! He was in construction, computers, boats, planes, movies, drums, music you name it, and my father experienced it. The man was the perfect role model on how to truly learn all there is to know in this world. One day he came home with some information about starting up a small sign business. He and I discussed plans to remodel our garage to build a shop. He knew a lot of people in town and they were already lining him up with work. I loved the idea. The idea of doing this with my father..together was even more enjoyable.

We ordered our first machine from Marty Connelly, a Roland Camm 1 CM-24 24" Vinyl Cutter.We purchased Signmate Elite and some supplies and we were off and running. We would work together and come up with our own techniques for application and installation. Some of my more closer customers may have heard my "oven cleaner" technique, feel free to ask and I'll give you the details. Over the next few years, my father and I had our work proudly displayed all over town. There really wasn't anyone else in the area doing what we were doing. Not too mention, the money I was making at 21-22 years old was great too!

Soon my father let me take over the shop, and I ran things myself. I had my first REAL taste of what business was like. I was working construction in Jersey City by day and my sign company on most nights and weekends. I wanted to learn as much about the business as possible, but financially, I had reached my limit, or so I thought.

I was picking up coroplast with my local supplier when a girl there asked me if I was interested in working. She and I had spoken many times before as she was my customer service rep, and Marty Connelly was also working with this company as well. I had dealt with Marty many times. When I screwed something up, he was "THE GUY" to call. So I took the job and off I went. Mind you I started my job one week before 9/11. Had I not taken the position I would have seen the entire day unfold..not sure how I feel about that still. Of course many of you know that "that girl" later became my wife and partner in TyrrellTech NJ, Kelly Ramm.

I started out in customer service and soon went to Equipment. I knew NOTHING about ANY of the machines in the building. I only had a cutter, but the previous guy left and Marty got me a shot at selling the big boys and I took it. I'm never ashamed of admitting that I didn't know much about any equipment other than what I owned. Simply because that's the best way to learn. If you think you know everything..you find out fast that you don't. If you are open minded and receptive to learn, you'll move fast.

Over the years, under Marty's guidance I would do whatever I could to learn the machines as best as I could. I saw many many selling techniques, some good, some bad, but what made me different is that I always marched to the beat of my own drum. I stayed true to myself and never went against my beliefs. Soon Marty and Tim Rossetti (my former boss) realized that I had my own style. I enjoyed going above and beyond the call of duty with my customers. I never had any "formal training" in all the 8 years I was employed with my first company. I only worked with experience and knowledge that others gave to me.

In this business and any business, being a self starter can be key. No one is going to hand you anything in this world. No one is going to come take you by the hand and walk you through life step by step. You have to grab it and take it for yourself. Even in this so called "terrible economy". While everyone else is sitting by and "waiting it out' my strongest customers are making some MAJOR changes to their shops and when things to "turn around" they plan to be light years ahead of everyone else..But I digress..

For 8 solid years I maintained a love for this industry. I have made a lot of friends and learned so much, but most important, I have had the pleasure of having customers come up to me every year at the USSC show in Atlantic City, shake my hand and say "Thank you". Why? What's so good about me? Why am I any different than anyone else? Maybe it's my passion. Maybe it's my ability to sell customers what they NEED and not just look to rob them of every penny in their account and leave them to fend for themselves. Perhaps my role in both sides of the industry have helped allow me to listen to a customer's needs and guide them in the direction they need to be headed into. I talk to people like they are human beings..because that's what they are. Treat people the way you want to be treated.

Sadly, last year, a lot of my passion for the industry died when Marty Connelly lost his battle with cancer and passed away. Next to my father, he was someone who I could truly respect and admire. He showed me everything he knew. He was a good man, and a little bit of my passion was lost when the industry lost him. I miss him. I also needed a change in my career, the company I was working with was headed into a different direction. One that did not agree with me so I moved on. But what next? I truly wanted the chance to be in a place where I could feel as passionate about the industry as I did on day one. I found that in TyrrellTech.

Now some can say, "oh sure you can say that about your OWN company" or "well of course he's going to speak highly about the company he works for now" No. That's not the case. Anyone in this industry who TRULY knows me and has worked with me knows I tell it like it is. I don't pull punches and I don't just endorse something I don't believe in. When I left my last job, I felt like I really needed a path. I was seeking a way to regain that passion I once had for the business. I found that in Craig Tyrrell and TyrrellTech.

He and I share a lot of the same ideas about customer service and satisfaction. How it goes so far beyond pushing 200 boxes out the door a day. How it's so important to stand behind your product, your customers and your team. How you sell the RIGHT equipment to the RIGHT customer. Together my wife and I partnered up with the TyrrellTech family and we are once again living that same dream and sharing that same passion and once again it just feels right. To be up and running and managing my own division in New Jersey is something I have always wanted but never saw myself reaching. It's something I will forever be in debt to TyrrellTech for, and it fuels the fire each and everyday.

The reason I share my story with you is this. MY goal as a Sales Consultant is to help you build YOUR story..YOUR legacy. My goal is to guide you in the right direction and give you the tools and the support you need to succeed. When you take the time to invest in TyrrellTech, you'll see why we do whatever it takes to keep our customers successful. Who knows..maybe the next person who shakes my hand at USSC in Atlantic City and says thank you will be you!

Until then

Thanks for reading...

Dan Ramm

Sales Consultant

TyrrellTech New Jersey

200 Route 31 North Suite 109

Flemington, NJ 08822

888-865-0300 ext 230

Email: DRamm@tyrrelltech.com

www.tyrrelltech.com