Date: Sat, 27 Sep 1997 09:18:58 -0500 
Subject: September Hotline Newsletter
To: martin@printusa.com

September Hotline Newsletter
=====
This month we will cover a niche that needs to be filled, a look
at customer service, the proverbial commercial, and some drivel.
=====
     One inquiry I will receive over and over again on Hotline is
a source for operator, service, and parts manuals for
discontinued equipment. This is a perfect niche for a printer who
has the burn to develop it. One thing that you must take into
consideration is the copyright. Most of these books were
copyrighted but the company who originally produced them will
probably not only give you permission to reprint them since they
no longer do so but also refer requests to you. Where do you find
the manuals? They are all over the place. All you have to do is
ask. This is something that is a potential profit center for not
only our industry but for many other industries.
     The first place you want to start in your search for these
manuals is the company who first manufactured the equipment. If
they are still in business they may love to talk to you about
handling their out-of-print manuals. Another outstanding place is
to check with used equipment dealers. Make a deal with them where
if they give you a manual you don't have, you will reproduce it
and give them 3-5 copies free. A mailing to print shops across
the country or classified ads in printing publications can
generate some sources. Also check out the hobby printing and
antique publications. There are people who advertise in those
publications who collect this type of book.
     Once you have the manuals, all you need do is to scan them,
store each manual on its own disk or in a directory on a high
capacity CD, and when you receive an order, simply print and
ship. These are what you might consider as rare books and
should be priced accordingly.
     I've also done something similar with 19th century how-to
books. These are now all out of copyright (at least almost all
are) and there is an incredible amount of material out there in
libraries, used book stores, garage sales, etc. I found one boy's
book of some 500 pages that I was able to glean enough material
for a score of how-to booklets - everything from making medieval
armour at home to setting up your own small metal foundry. =====
     We've got a fun new listserver on PrinterNet. This has
nothing to do with printing, but you might find it interesting.
JOKES@PRINTER-NET.COM is dedicated to - guess what? Like our
other listservers, JOKES is unmonitored and we are going to have
to depend upon the subscribers to keep it reasonably correct. Our
only guidelines are no hard core porn. Racey or slightly off
color is acceptable, but please, no porn. To subscribe, simply
send a message to jokes@printer-net.com and in the Subject or
Topic field type the word SUBSCRIBE and send the message. Shortly
you will receive a welcome message and from that point you will
start receiving the posted message. If the amount of traffic gets
too overwhelming, you can either unsubscribe or you can change
your subscription to where you receive a weekly digest of all of
the messages posted the previous week. Instructions are in the
welcome message.
=====
     I'm pleased to announce that the first edition of my new
book, Blueprints for Profit sold out in less than 30 days.
Libby and I are overwhelmed with the truly nice comments we have
received from those who have purchased the book. Thanks...A
couple of major companies have purchased large quantities to use
as premiums with the purchase of their equipment.
=====
     If you are a registered user of the Hotline database and
have Version 4, I have posted the latest software upgrade to my
infoserver. This is a free download. To check your version, from
the Main Menu touch your CONTROL + V keys and in the lower left
hand corner your version will appear. If you have Version 4.0 or
4.01, you may want do download Version 4.03. Note, this will not
work with earlier versions. Instructions accompany the file. To
retrieve it, send an e-mail message to: hotinfo@printer-net.com.
In the Subject or Topic field type the keyword: HOT-EXE and send
the message. Shortly you will receive an e-mail message with the
instructions with the file attached. This new file is sent out
with all data update orders.
=====
     Most printers I have spoken with over the years have a
fairly decent and accurate inventory of all of the equipment and
supplies they have in their shop but have nothing like this on
their personal property at home.
     A physical inventory seems like a lot of work, but doing one
at home can be a great deal of fun. And, not only will it astound
you at how much personal property you own, but in the case of
fire, theft, or other disaster it will make your insurance
company love you.
     There is a lot of home inventory software available. Much of
it is shareware but you might want to take a look at the $9.95
and $14.95 collections of software at your favorite computer
store. Most of this will work quite well for your purpose.
First you want to create a simple ruled form that has columns for
the appropriate entries. Some of the software will give you the
option of printing these blank forms. Otherwise, just draw one
out and make a bunch of photocopies and take them home.
     Make a game out of it. Take a weekend every once and awhile
and let each kid take a handful of forms and write down
everything that is in their room. If it's something that has a
serial number on it, make sure the youngster get's that number.
If they know about when they got the item, put that date down.
Let Mom do the Kitchen and Dad the garage. Mom and Dad can work
together on the other rooms in the home - one room at a time. Be
sure to include every dress, suit, pair of trousers, etc. Include
everything.
     With the inventory sheets, it's easy to start entering the
individual items into your inventory software. If you don't have
a receipt for a particular item, make an educated guess as to
what you paid for it and when you got it.
     Your software will give you a report and when you look at
that report you will not believe it.
     As an example, I knew we had a pretty good bit tied up in
books. Everyone in my family reads and I collect books. Some are
rare and some are simply inexpensive paperbacks. If someone had
asked, I would have guessed our library was worth between $5,000
and $10,000. Had we had a fire and lost our library, I would have
probably told my insurance company our library was worth about
$7,500. After itemizing each individual book, using the cover
price, the price I paid for my rare books, and estimating the
price on the remainder, I was absolutely astounded that the value
of our library exceeded the value of our home itself.
     I have started many times doing a home inventory but never
got anywhere with it until I made it a family game. We are not
completely through with the inventory yet because our game day is
only one Saturday every couple of months, but one thing I can
tell already - if at sometime in the future I need to make a
personal loan at the bank, the personal assets I would normally
have included on that personal financial statement will be a lot
more impressive than had I guessed.
=====
     I've always been impressed when I walk into WalMart and am
consistently greeted by a smiling face who was easily identified
as an employee by a distinctive vest. A number of years ago I
stole that idea for myself. Wish I had done it for my employees
also. I hate wearing a suit. But, when I go to conventions,
seminars, etc. you must look presentable. I had a local
seamstress make me a half dozen vests in different very bright
colors - all with a bright yellow lining. Cost was about $10 each
for material and $15 to make the vests. I then took the vests to
a local embroidery company and had them embroider my name on the
front and my logo on the back. Wearing these vests at the
meetings I attend, I don't need to wear a coat and tie. I can
wear a nice golf shirt in a contrasting color and it is
appropriate for almost any convention function except for a
banquet. With a distinctive vest such as this, employees do not
need a uniform. They are easily identified and remembered. If you
have a high turnover, rather than having the employee's name
embroidered on the front, you can use a name badge. I prefer
embroidering because I think it looks more elegant that screen or
sublastatic printing. Strictly personal.
=====
After a 25-year or so absence I've gotten back into stamp
collecting. That's a wonderful hobby. It's incredible how much
you can learn and it's so much fun you don't even realize you are
learning. I'm primarily collecting US stamps but am also starting
a topical collection relating to printing and another to Rotary.
I'm starting from scratch because my collection was stolen in the
early 1970's but I would love to hear from any subscribers to
this newsletter who are stamp collectors or who might be
interested in starting. Did you know there is a special interest
group of collectors interested in stamps relating to printing? It
has some 125 members in 13 countries. E-mail me if you are
interested in the contact info. Also, e-mail me if you are a
collector or are interested in starting a collection.
=====
     I've been asked to speak to telephone customer service
people of a major national vendor. In my estimation, this vendor
is one of the country's premier vendors in almost every way. Now
how do you talk to a group like this who appears to be doing
everything right at the present time? My approach is going to be
to make a presentation as though they weren't the professionals
they are. Hopefully by the end of each 2-hour session they will
realize that they are pretty good - without my telling them so.
It's much easier for me to go into a company that has a problem
and identify those problems than it is to take a company that
doesn't have those problems and present a constructive program.
What am I looking for when I talk to a telephone customer service
person? The same thing I look for when I go into any shop. While
I can't see who I am talking to on the other end of the line,
it's easy to determine their attitude the moment you make
contact. You don't have to looking at them eyeball-to-eyeball to
know whether they are smiling or have a positive attitude. It
doesn't take long to determine whether or not they are an order-
taker or whether they are very knowledgeable about what their
company's capabilities are and can make suggestions that will
increase your bottom line. It doesn't take long to determine
whether or not they ask the right questions.
     As a customer, I don't mind being put on hold for a few
minutes while a customer service person gets a quote. I don't
even mind waiting a few hours for a quote on a more difficult
job. However, I have a major problem when I'm told that
estimating is backed up and it may be a couple of days before
they can get back to me. When I contact a vendor I want to have
the feeling that I am the most important customer or potential
customer that vendor has. I want to know that my job is very
important to that vendor. If a customer service representative
can get that across to the calling printer, that CSR is a pro.
=====
     I've still got one youngster I have to put through college,
so here is the commercial. Libby and I have just published our
first full-length book, Blueprints for Profit and it has been
well accepted. One reviewer noted, This is a book that needs to
be on every printer's desk, not in his bookshelf. Evidently that
word has not gotten out yet, because there are some 67,000 small
to medium size printers in this country and I haven't sold 67,000
copies yet. What you need to do is look at this as an expensive
ream of paper. As one printer noted, this was the best $.136 per
page he had ever spent on paper. Why not pop for the $49+$5
shipping or a total of $54 and find out for yourself? Any one of
the profit making tutorials will more than pay for the cost of
the book. These ideas will work almost anywhere in the world -
not just the US.
     Or, you can take advantage of my extended special. I'm
extending my August special through Sept 30. You can get the
current version of the Hotline database with over 12,500 vendors
and over 55,000 products (normally $190 + $5 shipping) plus
Blueprints for Profit (normally $49 + $5 shipping) for only
$190.00 postpaid. Brochures for both the Hotline database and the
book are available by fax. Fax your request to (409) 637-1480. If
you use them, I can unconditionally guarantee that both will more
than pay for themselves in less than 30 days.
=====
     Finally this month, I'm helping my bride, Libby, to come up
with some interesting stuff she can use in the teaching of her
journalism class. She has made very good use of Frank Granger's
Printing Pasts. Now we are looking for headlines. If you've
seen some funny or unusual headlines (like the famous Dewey
Defeats Truman, or Titanic Sinks, All Saved, I hope you will
share them with us. Next month we are going to look at some of
Frank's outstanding pieces.
     Til next month, God bless you and yours.

Cy Stapleton
Helene's Hotline
Box 151107
Lufkin, TX 75915-1107
Fax: (409) 637-1480
E-mail: hotlinecy@aol.com