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Inside This Issue:
Murfreesboro, TN PERMIT NO. 86
Wax Family Printing, LLC
May 2011
215 MTCS Rd. Murfreesboro, TN 37129 Phone 615.893.4290 • Fax 615.893.4295 www.WaxFamilyPrinting.com
Page 2
How to Be an Effective Worrier
Page 3
Whole Ball of Wax
Traits of a Successful Business Owner
Wax Family Printing is the only CPrint™® certified printer in Middle Tennessee.
In this case, it’s vital to listen and
acknowledge that the person has been
treated poorly. Agree that it should not have
happened. Let the person talk about whatever
Vehicles
they need to talk about. Don’t rush them or
allow other customers to interfere. If need be,
hicles from the city streets because of traffic jams.
take the conversation to the side, so you aren’t the center of attention.
Once you’ve allowed the customer to vent
and they seem to be calming down, you can move on to the second step in defusing the
Jeff Carlton Sales
Defusing a Customer An unfortunate side effect of being a
business owner is that you will almost
surely encounter the occasional legitimately angry customer. It’s hard enough dealing
with a customer who is rude or pushy, but
it’s worse when you encounter a customer who is truly, justifiably angry.
The first and perhaps most important
thing to do is simply to listen. This is
particularly important in cases where a
customer is understandably angry. Every
business makes mistakes. Business owners have bad days, too. But it doesn’t make it any easier to be on the wrong side of an
angry customer when you know that they are right.
I Odd Facts
situation: solving the problem.
A good way to test if it’s time to transition
I The first auto race in the United average speed of 7.5 mph.
of Earth.
I The tallest waterfalls in the world
the solution stage, it is sometimes helpful to take an approach that suggests camaraderie.
are Angel Falls in Venezuela. At
3,212 feet, they are 19 times taller than Niagara Falls.
I The tallest mountain on Earth is
actually under the ocean: Mauna Kea in Hawaii is 33,465 feet high.
fix this,” or “Why don’t we brainstorm some
Food and Beverages
solutions.” Doing so lets the customer see that you are indeed on his or her side, and that you
wine spoils when exposed to light.
I Iced tea was introduced in 1904 at
at this point will speak volumes to the customer and encourage them to return in the future.
Page 7
Book Review: Small Business Cash Flow Guess Who I Am
I There is zero gravity at the center
Use phrases like “Let’s see what we can do to
are invested in resolving the problem. Your care
Think Global, Print Local
It was won by J. Frank Duryea at an
reservation was lost. I’d be mad, too. Is there
Once a customer is finally ready to move to
Page 6
States happened in Chicago, 1895.
For example: “I understand you’re angry your
wait, listen, and let the anger wear itself out.
Why Ethics Really Work
engines in them.
to use an “observation, suggestion” sentence.
she will leap back into voicing displeasure. Just
Page 5
I The first Ford cars had Dodge
Earth
the person is not ready, you can be sure he or
Hosting Your Wild Web Party
I In 45 BC, Rome banned all ve-
from the venting stage to the solution stage is
anything I can do to help make this better?” If
Page 4
I Wine bottles are tinted because the World’s Fair in St. Louis.
Kevin & Rhonda Wax
Page 8
Defusing a Customer
I Strictly Business
I Did You Know?
Business Quotes
I Guess Who I Am
Books in Review Small businesses live and die by cash flow. In her
“Don’t book a $1,000 meeting to solve a $100 problem.” —Maurice Mascarenhas
Recent studies show worrying may actually serve
a purpose. Worrying keeps us alert and helps us
General Manager kevin@waxfamilyprinting.com
I The Bible, the world’s best-
selling book, is also the most stolen. I Austria was the first country to use postcards, starting in 1869. I Tide laundry detergent has a
market share of about 40 percent.
I The oldest documented footwear
was an 8,000-year-old sandal found in a cave in Missouri.
I James Ayscough invented the
precursor to sunglasses around 1752, but true sunglasses did not become
anticipate problems before they happen.
If you are a worrywart, don’t worry! Instead, make
worrying work for you rather than against you.
• Be Selective: Write down the things you worry
about, then divide them into two categories: those
you can change and those you can’t. Focusing on the
things you can change is called productive worrying. • Be Rational: If you’re obsessing, try a direct
approach. Challenge worries with questions: “What
evidence do I have this will happen?” or “How have similar situations played out in the past?”
• Be Proactive: Once you’ve put your worries in
perspective, select one to act on, and don’t delay. The process of acting on any worry reminds you that you are in control.
1902 by Albert Parkhouse.
I The “WD” in WD-40 stands for Water Displacer.
I The household wrench was
invented by boxing heavyweight champion Jack Johnson in 1922.
I Bluebirds can’t see the color blue. I Fishing has more participants than any other sport.
aspects of their business (they know what their
electric bill is) but may need help maximizing cash flow (putting that information to use). The tone of
the book is never condescending. Instead, O’Berry
acknowledges that it’s intimidating to grapple with something as complicated as cash flow and breaks
the process down into straightforward, detailed stages
“The way to succeed is to double your failure rate.” —Thomas J. Watson, IBM
“Everyone who’s ever taken a shower has an idea. It’s the person who gets out of the shower, dries off, and does something about it that makes a difference.” —Nolan Bushnell, Atari “Great businesses, whether they’re Starbucks or Home Depot or McDonald’s, create fans; fans who buy into the model and then reinforce the brand.” —Vernon Hill
Strategies for Making Your Business a Financial Success by Denise O’Berry
Edward and Lula Wagner. The youngest of four children, she
learned about responsibility and
hard work from her mother, who worked 14-hour days to support her family. As a young girl, she spent much of her time caring for her older brother who had tuberculosis.
She got married at age 17,
that anyone can understand and use.
but the marriage did not last. To
flow problems occur and what could happen if
she took a job at Stanley Home
She starts with the basics, detailing how cash-
Small Business Cash Flow
12, 1918, in Hot Wells, Texas, to
the problems aren’t dealt with. She discusses the
importance of utilizing a great accountant and offers advice on how to find one.
O’Berry leads the reader through points of financial
management, from record-keeping and investing
to recommending simple, day-to-day changes that
any business owner can make that will help free up cash flow. Brilliant concepts and ideas are vitally
support her three young children, Products. In time, she left there
and began working for the World Gift company. She became sales director for World Gift, but
eventually resigned because she’d been passed over for promotion one too many times.
Frustrated, she sat down to write
important, but it takes money to run a business.
a book, hoping that by describing
book at http://www.deniseoberry.com/cash-flow-book.
women succeed where she had not.
For more information, please visit the website for the
her setbacks she could help other
After several weeks of writing, she realized she had a business plan
Wax Family Printing Receives the Top Award
More Hustle, Less Hassle. Need it fast? Need it done right the first time? That’s why we’re here; bring it on!
I Ninety percent of all volcanic activity occurs in the oceans.
Wax Family Printing, LLC
2 I Business Savvy
owner is one who is familiar with the financial
“Success is going from failure to failure without loss of enthusiasm.” —Winston Churchill
popular until the 1930s.
I The coat hanger was invented in
starts with the principle that a successful business
“Service is to take care of the customer the way the customer wants to be taken care of.” —Horst Schulze, Ritz Carlton
How to Be an Effective Worrier Kevin Wax
book Small Business Cash Flow, Denise O’Berry
This woman was born on May
Wax Family Printing received the top management award from CPrint® International during its semi-annual board meeting in Nashville, Tennessee. Each six months, CPrint® selects the printer who has demonstrated the most significant positive changes in their company over the past six months from among its participants. According to Todd Nuckols, CPrint® president, Wax Family Printing, LLC is among an elite group of companies whose growth and profitability are increasing in the face of ever increasing competition. “Wax Family Printing, LLC continues to prosper as it focuses on principles and practices geared to exceptional service to both customers and opportunities for staff,” said Nuckols. “Wax Family Printing, LLC is achieving success by being the best print provider for its business customers.” CPrint® is an organization of independently owned family-based businesses that strive for professionalism and performance among small business that commonly lack highly developed systems and leadership. Companies from throughout North America participate in the program. The CPrint® designation is available only to printers who demonstrate exceptional quality and service by maintaining standards in operations, training, equipment and software as well as worker benefits and working conditions. This program requires annual onsite recertification as well as participation in continuing educational programs.
instead of a book.
At age 45, with just $5,000, she
started her own company. The
company’s founding principle was the Golden Rule, and she
encouraged her sales consultants with prize- and praise-based
incentives. She made a small profit her first year, and the company has continued to grow ever since.
In 2009, her company reported
its wholesale sales at $2.5 billion. Our mystery woman is found somewhere in this issue of Business Savvy!
May 2011 I 7
Think Global, Print Local As your local printer, we keep an eye on what’s happening in the world of printing. We know our industry—and we love it. We work hard to keep up to date with the latest in products, technology, and design. We believe that even though you might live in a small town, you still should have the variety you’d expect from a faceless Internet printing firm. In fact, we know that we can offer you excellence and variety that no Internet-run printing firm can compete with. Our mystery woman is the indomitable first lady of business: Mary Kay Ash. Here’s another thing we keep an eye on: our customers. You are important to us, and we know you expect the same kind of excellence from us that you demand from yourself.
Whole Ball of Wax Wax Family attends Union Forum
Kevin, Rhonda and Justin Wax recently attended Union Forum, a luncheon for business leaders at Union University in Jackson, Tennessee. Union Forum features nationally recognized experts and business leaders. Scott Rasmussen, Founder and CEO of Rasmussen Reports, was the distinguished guest speaker at the most recent event. Many Americans recognize Rasmussen Reports for its enviable accomplishment of producing the most accurate poll numbers in the final days leading up to the most recent Presidential election. However, Rasmussen Reports also regularly offers business insight and reports through its analysis of the American business and economic landscape.
Early on in his speech, Rasmussen launched a preemptive strike against a question he thought he was sure to receive from the audience: Who will win the Republican nomination in 2012? Rasmussen conceded he had no idea. Rasmussen stated that the nation’s spiraling debt crisis would likely be a pivotal issue during the campaign. Rasmussen also linked the debt crisis to the rise of the Tea Party.
One of the more interesting Rasmussen factoids is that Scott and his father, Bill, launched ESPN in 1979. Popular ESPN contributor Chris Berman called the senior Rasmussen, the “George Washington of ESPN.”
We enjoy listening to and learning from the distinguished business leaders that attend Union Forum, and we’ll continue to share their insight and discussions with you, our valued clients.
I The Business List
Traits of a Successful Business Owner Sometimes in the busyness of daily
business it’s easy to lose sight of your
ultimate goal: the continued growth and success of your company. As a business
owner, it’s important to remember that you run the business, not the other way around. If you feel like your priorities have
shifted and you aren’t focusing as much as you should on the big picture, take a moment to reflect upon these character traits that experts agree all successful business owners share.
• Goal-Setting: Successful entrepreneurs keep a close eye on their goals. They constantly assess and reassess every
aspect of their business, seeking ways to
improve and grow. Each time they reach a
goal, they tend to set the bar a little higher. • Keep Learning: To stay on top of the
game, you must constantly be in the game. Be sure to attend important conferences, subscribe to industry publications, keep
track of online discussions, and check out what your competitors are doing.
• Flexibility: When was the last time you
saw someone succeed by doing something the same way it’s always been done? That
We do this so we can offer you the best the
might be a good approach to maintain the
world has to offer—even though we’re just
status quo, but true success comes from
down the street.
flexibility. Taking a small risk can often reap big rewards.
• Understand Consequences: The savvy businessperson understands the risks
associated with the choices they make.
Successful businesspeople are constantly taking risks, but not blind risks. They
Wax Family Printing, LLC
6 I Business Savvy
stin Wax
smussen & Ju Kevin Wax, Scott Ra
assess the situation, ask themselves what’s the worst that could happen, and decide if they can live with the consequences.
May 2011 I 3
I In That Year
I Web Savvy
2003 I Actor Arnold Schwarzenegger
is elected governor of California. I The space shuttle Columbia
explodes on reentry after an 11www.lifehacker.com Lifehacker wants to make your life simpler. It features daily articles with tips on everything from improving your Internet security, to organizing your desk, to updates on the latest software.
day mission; all seven aboard die.
Conferences:
I Pixar releases Finding Nemo.
I The United States Department
Breaking the Ice
of Homeland Security officially
Conferences can be awkward for those in attendance
begins operation.
who find networking difficult. Next time you’re
I Fred Rogers, host of TV’s Mr.
planning a business gathering, encourage interaction by
Rogers’ Neighborhood, dies at
asking people to include some fun information on their
necessary at times to detail specific services, features, and amenities of your business.
However, a rack card is smaller, easier, and
something almost every business needs. At a
the reason is simple: they work. They are
versatile, effective, and fit into almost any
Are they recent? Are they the highest quality they can be? When was the last time you
updated your logo? Unless your business
specializes in retro-styled products, a little
bit of updating always helps. Ask our team
of experts about designing and printing rack
Order of the Phoenix by J. K.
for how many people you supervise, or how many years
cards for your business.
Rowling are published.
you’ve been with the company?
www.FYILiving.com FYI Living provides “breaking research and expert advice for a healthier you.” The site features articles from a team of medical experts on topics such as mental health, healthy eating, and kids’ health.
Hosting Your Wild Web Party Having a presence on the Internet is a vital part
of doing business, and choosing the right Web
host is an important part of that presence. There are many Web-hosting companies that offer a
variety of services. The first step to choosing one
Part of the Veterinary Information Network (VIN), this site offers a wealth of information on animal health and well-being, and is designed as an intermediary resource for pet owners and their veterinarians.
4 I Business Savvy
a plan, you can select Web-hosting services.
(Regular price is $150) Offer expires May 31, 2011
is wrong. Ethics can be taught, but not by
apply to their jobs—solutions that make a
Be sure to research services carefully. A
quality and responsiveness of customer
specializes in business websites. Once you have
in exploring ethical solutions to problems that
• offers 24-hour support.
workplace? However, this so-called truism traditional methods.
According to ethics expert Dr. Christopher
difference in their work.”
To be effective, an ethics seminar should
information about service reliability, the
Bauer, the best ethics seminars start from the
deal with the types of situations and people an
service, and how the service measures up to
by “bad” people. Rather, ethical problems
unless people are taught to respond in specific
similar services. Following these steps will
help you select the service that best meets both your budgetary and website needs.
assumption that most problems aren’t caused happen when otherwise decent, rule-abiding
people become involved in new, high-pressure situations. If a person isn’t taught the coping
Save 50
Dr. William D. Brown from HR Magazine
to make inappropriate choices.
says, “The challenge is getting people involved
options. If you don’t already have a site or
experience, consider hiring a company that
Ethics can’t be taught!” How often has this
skills to deal with such a situation, they are likely
assertion been made, especially in the
• offers hosted email as part of the package;
is to know what you want.
someone on your staff with website-building
Why Ethics Really Work
Well, maybe it doesn’t STINK. But it’s not ALL it could be, is it? Maybe it hasn’t been updated since 1998 simply because nobody knows HOW?
$ on our in-depth written analysis of your site.
• provides multiple hosting options;
simple Google search can provide useful
Plan your website before you pursue hosting
www.veterinarypartner.com
Look for a service that:
the crowd. Die-cutting or embossing will
to 1975? How about those photos you use?
Brown and Harry Potter and the
then guess its significance. For example, does “5” stand
rack cards to make them stand out from
with color. Does your palette hearken back
I The Da Vinci Code by Dan
any explanation of what it means. Other group members
You can do a number of things with
Another way to update your rack card is
Hussein on December 14.
• Mystery Number: Write a number on the badge without
slogans, and a boring design.
card’s versatility and effectiveness.
announces the capture of Saddam
sampled on your business travels.
STINK?
even tickets to special events add to the rack
I President George W. Bush
sharing stories about all the fabulous foods you’ve
customers a disservice, by letting their rack
Perforations on business cards, coupons, or
permanent cancellation.
• Favorite Food: There are few better icebreakers than
Companies that use the same rack cards for
Does your website
give the card a rich, appealing texture.
tigers, leading to the show’s
this information on a badge can spark conversation.
... and that’s not always a good thing.
cards languish, with outdated graphics, tired
Rack cards are a perennial favorite, and
is attacked by one of the show’s
• Hometown: People love talking about home. Including
relied on the same design for years in a row
heavy paper to add to their marketing plan.
have a rack card printed on both sides of a
I Roy Horn of Siegfried & Roy
company very happy.”
straightforward that many companies have
years may be doing themselves and potential
completed.
Manager,” try, “Twice a month, John makes an entire
budget. In fact, rack cards are so simple and
minimum, even the smallest business should
I The Human Genome Project is
• Clever Description: Rather than “John Johnson, Payroll
Dailymile is an online community dedicated to keeping members motivated in their fitness goals. Members can post updates on their exercise habits and offer encouragement to fellow members.
A four-panel, single-fold brochure may be
age 74.
name tags.
www.dailymile.com
Rack Cards: New Ideas on a Classic
employee is likely to encounter. Dr. Bauer says
Give us a call!
615-893-4290
ways to specific situations, under stress they may revert to “what’s comfortable,” which may not be appropriate behavior.
Wax Family Printing, LLC
May 2011 I 5
I In That Year
I Web Savvy
2003 I Actor Arnold Schwarzenegger
is elected governor of California. I The space shuttle Columbia
explodes on reentry after an 11www.lifehacker.com Lifehacker wants to make your life simpler. It features daily articles with tips on everything from improving your Internet security, to organizing your desk, to updates on the latest software.
day mission; all seven aboard die.
Conferences:
I Pixar releases Finding Nemo.
I The United States Department
Breaking the Ice
of Homeland Security officially
Conferences can be awkward for those in attendance
begins operation.
who find networking difficult. Next time you’re
I Fred Rogers, host of TV’s Mr.
planning a business gathering, encourage interaction by
Rogers’ Neighborhood, dies at
asking people to include some fun information on their
necessary at times to detail specific services, features, and amenities of your business.
However, a rack card is smaller, easier, and
something almost every business needs. At a
the reason is simple: they work. They are
versatile, effective, and fit into almost any
Are they recent? Are they the highest quality they can be? When was the last time you
updated your logo? Unless your business
specializes in retro-styled products, a little
bit of updating always helps. Ask our team
of experts about designing and printing rack
Order of the Phoenix by J. K.
for how many people you supervise, or how many years
cards for your business.
Rowling are published.
you’ve been with the company?
www.FYILiving.com FYI Living provides “breaking research and expert advice for a healthier you.” The site features articles from a team of medical experts on topics such as mental health, healthy eating, and kids’ health.
Hosting Your Wild Web Party Having a presence on the Internet is a vital part
of doing business, and choosing the right Web
host is an important part of that presence. There are many Web-hosting companies that offer a
variety of services. The first step to choosing one
Part of the Veterinary Information Network (VIN), this site offers a wealth of information on animal health and well-being, and is designed as an intermediary resource for pet owners and their veterinarians.
4 I Business Savvy
a plan, you can select Web-hosting services.
(Regular price is $150) Offer expires May 31, 2011
is wrong. Ethics can be taught, but not by
apply to their jobs—solutions that make a
Be sure to research services carefully. A
quality and responsiveness of customer
specializes in business websites. Once you have
in exploring ethical solutions to problems that
• offers 24-hour support.
workplace? However, this so-called truism traditional methods.
According to ethics expert Dr. Christopher
difference in their work.”
To be effective, an ethics seminar should
information about service reliability, the
Bauer, the best ethics seminars start from the
deal with the types of situations and people an
service, and how the service measures up to
by “bad” people. Rather, ethical problems
unless people are taught to respond in specific
similar services. Following these steps will
help you select the service that best meets both your budgetary and website needs.
assumption that most problems aren’t caused happen when otherwise decent, rule-abiding
people become involved in new, high-pressure situations. If a person isn’t taught the coping
Save 50
Dr. William D. Brown from HR Magazine
to make inappropriate choices.
says, “The challenge is getting people involved
options. If you don’t already have a site or
experience, consider hiring a company that
Ethics can’t be taught!” How often has this
skills to deal with such a situation, they are likely
assertion been made, especially in the
• offers hosted email as part of the package;
is to know what you want.
someone on your staff with website-building
Why Ethics Really Work
Well, maybe it doesn’t STINK. But it’s not ALL it could be, is it? Maybe it hasn’t been updated since 1998 simply because nobody knows HOW?
$ on our in-depth written analysis of your site.
• provides multiple hosting options;
simple Google search can provide useful
Plan your website before you pursue hosting
www.veterinarypartner.com
Look for a service that:
the crowd. Die-cutting or embossing will
to 1975? How about those photos you use?
Brown and Harry Potter and the
then guess its significance. For example, does “5” stand
rack cards to make them stand out from
with color. Does your palette hearken back
I The Da Vinci Code by Dan
any explanation of what it means. Other group members
You can do a number of things with
Another way to update your rack card is
Hussein on December 14.
• Mystery Number: Write a number on the badge without
slogans, and a boring design.
card’s versatility and effectiveness.
announces the capture of Saddam
sampled on your business travels.
STINK?
even tickets to special events add to the rack
I President George W. Bush
sharing stories about all the fabulous foods you’ve
customers a disservice, by letting their rack
Perforations on business cards, coupons, or
permanent cancellation.
• Favorite Food: There are few better icebreakers than
Companies that use the same rack cards for
Does your website
give the card a rich, appealing texture.
tigers, leading to the show’s
this information on a badge can spark conversation.
... and that’s not always a good thing.
cards languish, with outdated graphics, tired
Rack cards are a perennial favorite, and
is attacked by one of the show’s
• Hometown: People love talking about home. Including
relied on the same design for years in a row
heavy paper to add to their marketing plan.
have a rack card printed on both sides of a
I Roy Horn of Siegfried & Roy
company very happy.”
straightforward that many companies have
years may be doing themselves and potential
completed.
Manager,” try, “Twice a month, John makes an entire
budget. In fact, rack cards are so simple and
minimum, even the smallest business should
I The Human Genome Project is
• Clever Description: Rather than “John Johnson, Payroll
Dailymile is an online community dedicated to keeping members motivated in their fitness goals. Members can post updates on their exercise habits and offer encouragement to fellow members.
A four-panel, single-fold brochure may be
age 74.
name tags.
www.dailymile.com
Rack Cards: New Ideas on a Classic
employee is likely to encounter. Dr. Bauer says
Give us a call!
615-893-4290
ways to specific situations, under stress they may revert to “what’s comfortable,” which may not be appropriate behavior.
Wax Family Printing, LLC
May 2011 I 5
Think Global, Print Local As your local printer, we keep an eye on what’s happening in the world of printing. We know our industry—and we love it. We work hard to keep up to date with the latest in products, technology, and design. We believe that even though you might live in a small town, you still should have the variety you’d expect from a faceless Internet printing firm. In fact, we know that we can offer you excellence and variety that no Internet-run printing firm can compete with. Our mystery woman is the indomitable first lady of business: Mary Kay Ash. Here’s another thing we keep an eye on: our customers. You are important to us, and we know you expect the same kind of excellence from us that you demand from yourself.
Whole Ball of Wax Wax Family attends Union Forum
Kevin, Rhonda and Justin Wax recently attended Union Forum, a luncheon for business leaders at Union University in Jackson, Tennessee. Union Forum features nationally recognized experts and business leaders. Scott Rasmussen, Founder and CEO of Rasmussen Reports, was the distinguished guest speaker at the most recent event. Many Americans recognize Rasmussen Reports for its enviable accomplishment of producing the most accurate poll numbers in the final days leading up to the most recent Presidential election. However, Rasmussen Reports also regularly offers business insight and reports through its analysis of the American business and economic landscape.
Early on in his speech, Rasmussen launched a preemptive strike against a question he thought he was sure to receive from the audience: Who will win the Republican nomination in 2012? Rasmussen conceded he had no idea. Rasmussen stated that the nation’s spiraling debt crisis would likely be a pivotal issue during the campaign. Rasmussen also linked the debt crisis to the rise of the Tea Party.
One of the more interesting Rasmussen factoids is that Scott and his father, Bill, launched ESPN in 1979. Popular ESPN contributor Chris Berman called the senior Rasmussen, the “George Washington of ESPN.”
We enjoy listening to and learning from the distinguished business leaders that attend Union Forum, and we’ll continue to share their insight and discussions with you, our valued clients.
I The Business List
Traits of a Successful Business Owner Sometimes in the busyness of daily
business it’s easy to lose sight of your
ultimate goal: the continued growth and success of your company. As a business
owner, it’s important to remember that you run the business, not the other way around. If you feel like your priorities have
shifted and you aren’t focusing as much as you should on the big picture, take a moment to reflect upon these character traits that experts agree all successful business owners share.
• Goal-Setting: Successful entrepreneurs keep a close eye on their goals. They constantly assess and reassess every
aspect of their business, seeking ways to
improve and grow. Each time they reach a
goal, they tend to set the bar a little higher. • Keep Learning: To stay on top of the
game, you must constantly be in the game. Be sure to attend important conferences, subscribe to industry publications, keep
track of online discussions, and check out what your competitors are doing.
• Flexibility: When was the last time you
saw someone succeed by doing something the same way it’s always been done? That
We do this so we can offer you the best the
might be a good approach to maintain the
world has to offer—even though we’re just
status quo, but true success comes from
down the street.
flexibility. Taking a small risk can often reap big rewards.
• Understand Consequences: The savvy businessperson understands the risks
associated with the choices they make.
Successful businesspeople are constantly taking risks, but not blind risks. They
Wax Family Printing, LLC
6 I Business Savvy
stin Wax
smussen & Ju Kevin Wax, Scott Ra
assess the situation, ask themselves what’s the worst that could happen, and decide if they can live with the consequences.
May 2011 I 3
I Strictly Business
I Did You Know?
Business Quotes
I Guess Who I Am
Books in Review Small businesses live and die by cash flow. In her
“Don’t book a $1,000 meeting to solve a $100 problem.” —Maurice Mascarenhas
Recent studies show worrying may actually serve
a purpose. Worrying keeps us alert and helps us
General Manager kevin@waxfamilyprinting.com
I The Bible, the world’s best-
selling book, is also the most stolen. I Austria was the first country to use postcards, starting in 1869. I Tide laundry detergent has a
market share of about 40 percent.
I The oldest documented footwear
was an 8,000-year-old sandal found in a cave in Missouri.
I James Ayscough invented the
precursor to sunglasses around 1752, but true sunglasses did not become
anticipate problems before they happen.
If you are a worrywart, don’t worry! Instead, make
worrying work for you rather than against you.
• Be Selective: Write down the things you worry
about, then divide them into two categories: those
you can change and those you can’t. Focusing on the
things you can change is called productive worrying. • Be Rational: If you’re obsessing, try a direct
approach. Challenge worries with questions: “What
evidence do I have this will happen?” or “How have similar situations played out in the past?”
• Be Proactive: Once you’ve put your worries in
perspective, select one to act on, and don’t delay. The process of acting on any worry reminds you that you are in control.
1902 by Albert Parkhouse.
I The “WD” in WD-40 stands for Water Displacer.
I The household wrench was
invented by boxing heavyweight champion Jack Johnson in 1922.
I Bluebirds can’t see the color blue. I Fishing has more participants than any other sport.
aspects of their business (they know what their
electric bill is) but may need help maximizing cash flow (putting that information to use). The tone of
the book is never condescending. Instead, O’Berry
acknowledges that it’s intimidating to grapple with something as complicated as cash flow and breaks
the process down into straightforward, detailed stages
“The way to succeed is to double your failure rate.” —Thomas J. Watson, IBM
“Everyone who’s ever taken a shower has an idea. It’s the person who gets out of the shower, dries off, and does something about it that makes a difference.” —Nolan Bushnell, Atari “Great businesses, whether they’re Starbucks or Home Depot or McDonald’s, create fans; fans who buy into the model and then reinforce the brand.” —Vernon Hill
Strategies for Making Your Business a Financial Success by Denise O’Berry
Edward and Lula Wagner. The youngest of four children, she
learned about responsibility and
hard work from her mother, who worked 14-hour days to support her family. As a young girl, she spent much of her time caring for her older brother who had tuberculosis.
She got married at age 17,
that anyone can understand and use.
but the marriage did not last. To
flow problems occur and what could happen if
she took a job at Stanley Home
She starts with the basics, detailing how cash-
Small Business Cash Flow
12, 1918, in Hot Wells, Texas, to
the problems aren’t dealt with. She discusses the
importance of utilizing a great accountant and offers advice on how to find one.
O’Berry leads the reader through points of financial
management, from record-keeping and investing
to recommending simple, day-to-day changes that
any business owner can make that will help free up cash flow. Brilliant concepts and ideas are vitally
support her three young children, Products. In time, she left there
and began working for the World Gift company. She became sales director for World Gift, but
eventually resigned because she’d been passed over for promotion one too many times.
Frustrated, she sat down to write
important, but it takes money to run a business.
a book, hoping that by describing
book at http://www.deniseoberry.com/cash-flow-book.
women succeed where she had not.
For more information, please visit the website for the
her setbacks she could help other
After several weeks of writing, she realized she had a business plan
Wax Family Printing Receives the Top Award
More Hustle, Less Hassle. Need it fast? Need it done right the first time? That’s why we’re here; bring it on!
I Ninety percent of all volcanic activity occurs in the oceans.
Wax Family Printing, LLC
2 I Business Savvy
owner is one who is familiar with the financial
“Success is going from failure to failure without loss of enthusiasm.” —Winston Churchill
popular until the 1930s.
I The coat hanger was invented in
starts with the principle that a successful business
“Service is to take care of the customer the way the customer wants to be taken care of.” —Horst Schulze, Ritz Carlton
How to Be an Effective Worrier Kevin Wax
book Small Business Cash Flow, Denise O’Berry
This woman was born on May
Wax Family Printing received the top management award from CPrint® International during its semi-annual board meeting in Nashville, Tennessee. Each six months, CPrint® selects the printer who has demonstrated the most significant positive changes in their company over the past six months from among its participants. According to Todd Nuckols, CPrint® president, Wax Family Printing, LLC is among an elite group of companies whose growth and profitability are increasing in the face of ever increasing competition. “Wax Family Printing, LLC continues to prosper as it focuses on principles and practices geared to exceptional service to both customers and opportunities for staff,” said Nuckols. “Wax Family Printing, LLC is achieving success by being the best print provider for its business customers.” CPrint® is an organization of independently owned family-based businesses that strive for professionalism and performance among small business that commonly lack highly developed systems and leadership. Companies from throughout North America participate in the program. The CPrint® designation is available only to printers who demonstrate exceptional quality and service by maintaining standards in operations, training, equipment and software as well as worker benefits and working conditions. This program requires annual onsite recertification as well as participation in continuing educational programs.
instead of a book.
At age 45, with just $5,000, she
started her own company. The
company’s founding principle was the Golden Rule, and she
encouraged her sales consultants with prize- and praise-based
incentives. She made a small profit her first year, and the company has continued to grow ever since.
In 2009, her company reported
its wholesale sales at $2.5 billion. Our mystery woman is found somewhere in this issue of Business Savvy!
May 2011 I 7
published monthly by
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Your Sales, Marketing, and Business Management Newsletter
PAID
Inside This Issue:
Murfreesboro, TN PERMIT NO. 86
Wax Family Printing, LLC
May 2011
215 MTCS Rd. Murfreesboro, TN 37129 Phone 615.893.4290 • Fax 615.893.4295 www.WaxFamilyPrinting.com
Page 2
How to Be an Effective Worrier
Page 3
Whole Ball of Wax
Traits of a Successful Business Owner
Wax Family Printing is the only CPrint™® certified printer in Middle Tennessee.
In this case, it’s vital to listen and
acknowledge that the person has been
treated poorly. Agree that it should not have
happened. Let the person talk about whatever
Vehicles
they need to talk about. Don’t rush them or
allow other customers to interfere. If need be,
hicles from the city streets because of traffic jams.
take the conversation to the side, so you aren’t the center of attention.
Once you’ve allowed the customer to vent
and they seem to be calming down, you can move on to the second step in defusing the
Jeff Carlton Sales
Defusing a Customer An unfortunate side effect of being a
business owner is that you will almost
surely encounter the occasional legitimately angry customer. It’s hard enough dealing
with a customer who is rude or pushy, but
it’s worse when you encounter a customer who is truly, justifiably angry.
The first and perhaps most important
thing to do is simply to listen. This is
particularly important in cases where a
customer is understandably angry. Every
business makes mistakes. Business owners have bad days, too. But it doesn’t make it any easier to be on the wrong side of an
angry customer when you know that they are right.
I Odd Facts
situation: solving the problem.
A good way to test if it’s time to transition
I The first auto race in the United average speed of 7.5 mph.
of Earth.
I The tallest waterfalls in the world
the solution stage, it is sometimes helpful to take an approach that suggests camaraderie.
are Angel Falls in Venezuela. At
3,212 feet, they are 19 times taller than Niagara Falls.
I The tallest mountain on Earth is
actually under the ocean: Mauna Kea in Hawaii is 33,465 feet high.
fix this,” or “Why don’t we brainstorm some
Food and Beverages
solutions.” Doing so lets the customer see that you are indeed on his or her side, and that you
wine spoils when exposed to light.
I Iced tea was introduced in 1904 at
at this point will speak volumes to the customer and encourage them to return in the future.
Page 7
Book Review: Small Business Cash Flow Guess Who I Am
I There is zero gravity at the center
Use phrases like “Let’s see what we can do to
are invested in resolving the problem. Your care
Think Global, Print Local
It was won by J. Frank Duryea at an
reservation was lost. I’d be mad, too. Is there
Once a customer is finally ready to move to
Page 6
States happened in Chicago, 1895.
For example: “I understand you’re angry your
wait, listen, and let the anger wear itself out.
Why Ethics Really Work
engines in them.
to use an “observation, suggestion” sentence.
she will leap back into voicing displeasure. Just
Page 5
I The first Ford cars had Dodge
Earth
the person is not ready, you can be sure he or
Hosting Your Wild Web Party
I In 45 BC, Rome banned all ve-
from the venting stage to the solution stage is
anything I can do to help make this better?” If
Page 4
I Wine bottles are tinted because the World’s Fair in St. Louis.
Kevin & Rhonda Wax
Page 8
Defusing a Customer