31st July  2012

                                                                                                         

Issue 29/2012

PMA Australia logo

      Newsline

Fitting End To This Series Of PMA Info'tography Workshops

 

Last Saturday, The State Library of Victoria saw the last of the Jerry Courvoisier seminars and workshops held in Sydney,Brisbane and Melbourne .

 

It was  very encouraging to see a capacity audience deeply engrosed in image management in all its forms, the registrations ,enthusiasm and feedback questionnaires, all confirmed the success of our first round of PMA educational workshops.

 

Planning is now well under way for speakers, course content and dates to ensure our rolling 12 month program is available for early registrations and promotion.

 

At each session all attendees were given a list of supporting retailers and asked to check with them as part of any future purchases.

Camera Action

Camera House Stores

Digital Camera Warehouse

Fotofast

Kayell

Leading Edge stores

Michaels

Paxtons

Photo Continental

PMA members Australia wide

Teds Cameras

 

Were all active in promoting the event through their stores and mailing lists.They are to be thanked and we look forward to their partnering in our future program.

 

Kayell photographics,Australian Photography,Digital Photo magazine,AIPP and Standalone design are all to be thanked for their faith and support in our initial program.

 

Partnering with our retail PMA members in helping educate the estimated 750,000 Prosumers in Australia, is where PMA can, "make a difference".

 

We look forward to YOUR support in our future program.

 

Courvoisier collage  

 

Kind regards,

Peter Rose

www.pmai.org 

www.pmaaustralia.com.au

 

  

In This Issue
New Passport Photo opportunity
The value of attending PMA - by Allan Showalter
Margaret Brown reviews Jerry Courvoisier Workshop
Revenge - A Business Concept (Part Two)
PMA Calendar 2012

Your PMA Australia Executive

 National Chairperson

Phil Gresham
philip@fotofast.com.au

 

Eastern Region TVP

and NSW Chairperson

John Ralph

jrcamerahouse@bigpond.com

 

WA, SA, NT, QLD TVP

and QLD Chairperson

Andrew Mason 

print@photocontinental.com.au

 

 TAS Chairperson

Tim Jones

 tim@perfectprints.com.au

 

VIC Chairperson

Jeff Crowley

jeff.crowley@fujifilm.com.au

 

SA Chairperson

Paul Atkins

paul@atkins.com.au

 

WA Chairperson

Murray Gibbs

murray@ggch.com.au

 

Director of Australian Activities

Peter Rose

prose@pmai.org

  

Australian Directors for PMA

John Paxton

jpaxton@paxtons.com.au 

Len Sandler

len.sandler@starshots.com.au

 

PPFA Chairperson

Bob Smith

bob@classicframing.com.au

 

APCI Chairperson

Paul Atkins

paul@atkins.com.au

 

PSPA Chairperson

Paul Dawson

pd@hydrophotographics.com.au

 

PIEA Chairperson

Earle Bridger

e.bridger@griffith.edu.au

 

PMA Australia Office

02 9454 2444

pmaaustralia@pmai.org


Editor

Glynn Lavender

pmaaustralia@pmai.org

 

New Passport Business Opportunity
All Australian States are moving to new licence regulations for 'high risk" workers, which includes forklift drivers,riggers.scaffolding ,crane drivers, hoist operaters,engine drivers (of heavy machinery)
 
 Part of the licence is a "passport style" photo.
 
Your team should be aware of this as it will provide added customer traffic.
 
Any further enquiries should be directed to Workcover 13 10 50
 
All States workers need to comply by 31 December 2012.

 

 

The Value Of Attending a PMA Show - By Allan Showalter

Last week there was some healthy discussion on the BestPhotoList Forum about the value of attending the annual US PMA show and conference. 

Allan Showalter, current PMA President put his thoughts into words and I thought they were really worth relaying here. This is the first time I have seen someone walk through their store and really look at everything they have added to their business as a direct result of attending PMA. Definitely worth a read.


 Brothers and Sisters of the Photo Industry,

 

I posted my thoughts on the value of attending the PMA Tradeshow and other tradeshows on this forum (BestPhotoList) 6 or 7 years ago and I am repeating an edited version of that post below.

By way of introduction and full disclosure I am PMA's current International President and a former Chairman of the Board of IPI. I have also attended 3 PRO conventions in the last 10 years.

 

IPI and PRO do a truly outstanding job of providing their members excellent content and networking opportunities at their annual meeting and throughout the year with forums etc. I would encourage every photo specialty store to be a member of one or the other of these groups if not both.

 

By their very nature though these organizations must have a narrow focus. They are like a rifle or a porthole. They provide ALOT of firepower on a small target. The PMA tradeshow is more like a shotgun or a picture window. It provides a wider view and scatters in to more areas.

 

For example, the most recent PRO and IPI tradeshows had 43 to 60 exhibitors and under 400 attendees. The 2012 PMA Trade show which was the smallest in years still had over 150 exhibitors in the PMA section alone and of course as part os CES there were over 155,000 attendees although only around 25,000 should be considered to have a high interest in digital imaging. This different size makes PMA different event to be used in a different way than the buying groups' shows. In the words of my collage Economics 201 textbook these tradeshows are not "substitute goods".

 

I confess.. I am not a good listener. But in 1982 I attended a PMA type meeting and got one idea from it that entirely changed my business for the better. It was something so easy and obvious and fit perfectly in the business we already had and our equipment and skills.

 

I have since been to many PMA sessions and found that ideas like this are no fluke. I have been fortunate enough to collect more of them than I can count over the years

 

We have just finished our best year ever in the photo business and I owe much of that success to the small amount of listening I have been able to make myself do at PMA and other networking and educational opportunities.

 

I look around our labs and see the digital copy stand idea from Dave Marvin and the zoom lens from Brian Woods. Inkjet and pro services ideas from Brian Ainsworth. Equipment bought with help from my friend Bob Rowland.

This forum (bestphotolist.com) by my golf partner Bob Banasik. And the Fuji Forum from Randy Wright. Marketing ideas and lots of other help from Bob Russell. Pricing from Brian Noble and John Peterson. Mouse pads from Mike Saint Germain. Custom framing equipment because Ray Figlewski and others gave recommendations. APS pricing from Bill Smith. Portrait studio pricing and stuffer design from Bob Artz and his daughter. Greeting cards by Bob Hanson, Rob Klaben and Dave Marvin. The cutter works in our Frontier lab works because of a part number from John Albright. PhotoShop tips I got from Brian Mundy. Locket photos and TV promotion from Jim Schwartzbach. Countless ideas directly and indirectly from Bill McCurry. Accounting skills from Gary Grinaker. Banking suggestions and working with wholesale accounts from Mike Wodushek. Compensation ideas from David Guidry. Digital pricing and much more from Mike Worswick. A big customer because of a referral by Mike Weiss. Technical know how and equipment recommendations from Rob Gordal and Tom Hoerner at Fuji. Hardware selling ideas from Larry Carillo, Frank Calagaz. Print from print systems based on information from Brian Asa. Event photography ideas and much more from Kirk Sidley. Store displays and photo classes from Chris Lydle. Photo Sports cards from some guy in Baltimore I met on our plane to PMA. And a much better view of business in general from Sada Cumber, John Seagull, Neil Cohen and Ron Inkley.

 

I owe these people and many others a debt I cannot repay to them, but I will try to do my part to pass along what I have learned to honor what they have done for me.

 

I got access to all this help through the efforts of a lot of good people at PMA. IPI, PRO and the Buck Rogers National Photofinishers Group.

 

The point is that most all these people will be at PMA this year and will be sharing ideas that can make your business better...lots better. I would encourage you that if you are on the fence about attending to go and learn from them.

 

Sincerely,

Allen Showalter

Showalter Imaging Group

King Photo

Harrisonburg Photo Finishing 

Margaret Brown Reviews Jerry Courvoisier Workshop
Photo Review attended the Lightroom Made Easy workshop conducted in Sydney on Saturday 21 July by US-based photographer/educator Jerry Courvoisier and co-ordinated by the Australian division of Photo Marketing Association International. 
The workshop was held in the seminar room at the Maritime Museum in Sydney and was attended by more than 30 participants, both enthusiast and professional. The focus of all activities was Adobe's Lightroom 4, the latest iteration of an application that many photographers have adopted as the essential basis for their digital workflow. As it has developed, Lightroom has taken in new functions such as outputting to books, email and web galleries and, at the same time, provided additional controls over the ways in which files can be catalogued, processed and prepared for output. 
Read the rest of the article

Jerry Courvoisier
Revenge - A Business Concept (Part Two) - by Martin Grunstein

Here is Part Two of Martin Grunstein's article on 'Revenge'.

If you missed Part One In last weeks issue then you can download the full article here

 

For those who did catch last weeks issue here is part two

 

 

Obviously, it is to look after your customers and not disappoint them but it is so much more than that. You MUST have the skills to deal with a complaining customer without crushing them in the process. Or they will take revenge. 

 

  Here's how to do it.  People want three things when they complain.   

 

 Firstly, they want to whinge. Don't interrupt them. Let them whinge.

 

Secondly, they want acknowledgement of their inconvenience. When they have been waiting four hours for furniture to be delivered and the truckie hasn't turned up and they are angry, they want someone at the end of the phone to say "I am sorry for the inconvenience you have been caused and I appreciate your frustration".  But that almost never happens. What you usually get after waiting on the phone for 45 minutes is someone covering their arse and saying something like "It's not our fault. We tried to contact the truck driver but his mobile is off for some reason". The customer doesn't care who is at fault, they are just angry and want some empathy and a solution. Please be aware. "I'm sorry" is not an admission of legal liability, it is an empathy statement.

 

Thirdly, they want to know what you can do, not what you can't do.   I was working with a lighting company in Queensland and they had a policy that if the delivery didn't arrive on time and the customer complained they would airfreight the lights to the customer straight away.    Not only was this not always what the customer needed, it was incredibly expensive. In most cases the airfreighting costs took away all the profit on the job. I taught the sales and customer servicepeople to let them whinge; acknowledge their inconvenience; and then ask "what can we do to put it right?" Guess what?   In over 80% of cases, the company did not have to airfreight the lights. The customers were angry and just wanted to be listened to. When they were listened to and had their inconvenience acknowledged, they didn't need to have the lights airfreighted the next day (in most cases the deadlines weren't that tight). A large number of customers, after they were pacified effectively just said "please make sure it doesn't happen again". My client asked them "Is it OK if we put it on the next road train rather than airfreighting the lights to you?" In over 80% of the cases the customer said "That's fine" and my client saved the profit on the job. One thing my client did though was to have a bottle of wine and a note of apology with the lights that came the next day and in almost all cases, the relationship was enhanced rather than damaged by the incident.  

 

  You might think this is common sense but let me tell you from my consumer experience and the workshop participants who have told me poor customer service stories (and good ones too, but the bad outweighs the good about 25:1), this is happening all too rarely in the marketplace - and it is causing customers to take revenge.   

 

  A small amount of prevention (giving your staff the skills and empowerment to deal with these situations) is better than a large amount of cure (compensating the customer after they talk about you on a television show).  

 I hope you have learned lessons from this article and it wasn't a waste of your time but if you did consider it a waste of your time and you choose to phone or email me to complain, I promise to listen and to treat you with respect. I don't want to end up on Jay Leno!   

 Martin Grunstein's outstanding results with over 500 Australasian companies across over 100 industries has made him this country's most in-demand speaker on Outstanding Customer Service.

He is contactable by phone on (02)96623322 or email martin@martingrunstein.com.au

 

PMA Calendar 2012

                                      

Tue Sept 4th:                  PMA NSW Second Industry Quarterly Review

                                       North Ryde RSL Function Centre