NPOA NEWS • dEcEmbEr 2016

NEWS and UPDATES

New OrleansJoin Us in

for Our 2017 Annual Owners Conference

december • 2016

Ahighly engaged workforce can increase productivity and bottom-line

performance while decreasing costs associated with hiring, retention, and workplace safety. Why, then, does a recent Gallup survey report that only 34% of U.S. workers are engaged at work? Surely the bene�ts of employee engagement are worth the e�ort, right?

Most small business owners understand the need to improve employee engagement, however, many have yet to develop measurable and actionable strategies for achieving this goal. Regardless of where your organization is on its employee engagement journey, there are always opportunities to re�ne and improve the organization’s strategy, working towards a fully-engaged and maximized work force made up of team members that �nd their work to be irresistible.

How to make work irresistible:• Ask employees for feedback and often. Consider

administering surveys that ask for speci�c, relevant, and actionable data. Questions should go beyond measuring satisfaction, and feedback should be acknowledged and acted upon (when appropriate).

• Define and communicate realistic goals. Aligning employees with organizational goals increases morale and improves retention as it creates ownership in the organization’s success.

• Make work meaningful. Establish clear and transparent individual and team goals collaboratively, then allow employees to work with autonomy, empowering them to make decisions.

• Recognize and celebrate successes. Employee recognition builds and maintains the relationship. Write a thank you note, make an announcement Write a thank you note, make an announcement Wat a meeting, send an email, etc. Do it consistently and not just during an annual review.

• Offer growth opportunities. Training, cross-Training, cross-Ttraining, promotions, etc.

• Walk the walk. Be an inspirational leader, provide transparency and honesty, o�er a hands-on approach to management, coach future leaders, and be committed to performance management.

• Hire for culture fit. Understand the values and norms embedded in the company culture. Filter based upon behaviors and attributes.

Fully-engaged employees, who are committed to facilitating the achievement of organizational goals, are a key component in ensuring long-term success. In today’s marketplace, printing �rms must do more than simply o�er high-quality products and services. �ey must also strategically distinguish themselves from competitors by providing a customer experience that meets or exceeds expectations throughout the buying process. �is includes managing expectations not only during an actual transaction or sale, but also before and a�er the traditional commercial interaction.

Who is primarily responsible for this critical task of developing, managing, and maintaining customer experience? �is task that can make or break a printing �rm? Employees. �ere is no better time than now to embrace employee engagement as part of organizational strategy.

The Impact of Employee EngagementBy Danyell Lance, Director of HR Curry Printing and Copy Cat Printing

NPOANational Print Owners Association

1.888.316.2040 • www.printowners.org

Printed by GAM | Graphics and Marketing on the rIcOH 9110 on 80# Gloss Cover

rinting and Copy

register for the conference at www.PrintOwners.org

An Association for Print Owners By Print Owners

Chairman’s Report�e Board of National Print Owners Association meet on November 7th for the

fall retreat in the PIA headquarters in Pittsburgh, PA. During our time together, we focused on long-range planning and projects currently underway.

�e “I am a PrintOwner” program has been a huge PR boost that has brought in some new members. If you would like to be featured in this program, please send a headshot photo and a short statement of why you belong to NPOA to Betsy Allen. You can contact her at betsy@carboncopies.com.

We formed a number of committees to help with the work of NPOA and are looking for volunteers who have interest in helping improve our organization. If you would like additional information, please contact one of us.

�e NPOA newsletter has been well received, members Nathaniel Grant and Randy Herron have worked hard to provide the members with this piece. We are interested in your comments and articles. Please contact Randy at newsletter@printowners.org if you have something to contribute.

NPOA has a strong cash position and has reduced overhead cost with our current arrangement with PIA. Our membership has remained steady at 304 members. We are excited about our speaker and vendor line-up for the upcoming conference in New Orleans, on February 2-4th. We hope to see many of you there!

Your board has spent many hours in planning and discussions on how to improve this organization and provide more value to our members. As always we welcome your feedback and ideas for improvement.

Barry MartinChairman of the Board

NPOA NEWS • DECEMBER 2016 DECEMBER 2016 • NPOA NEWS

Back in the day, if robbers didn’t want to get caught they’d hide behind a mask and a wig; but no matter how much work they put into trying to conceal themselves, the actual stealing would

still happen face to face.

As technology evolved, so did crime. Instead of little old ladies losing their purses to muggers on the street, they were losing their identities and companies were losing customers’ information to cyber-thieves.

In today’s world, merchants need to know the di�erence between a data breach and identity the� that results in fraud, in order to better protect themselves and their customers. A data breach refers to any scenario in which your customers’ con�dential data has potentially been viewed, stolen, or used by an unauthorized individual. �e loss of information via a data breach is the reprehensible “�rst step” in crimes such as identity the� that can result in credit card fraud for merchants. Such an incident can easily damage a merchant’s brand and reputation with its customers, due to a perceived betrayal of trust.

�ese days, if a business is breached, more than one purse is snatched without the thief ever leaving the comfort of his keyboard.

You’ve probably already heard that EMV is the newest security technology to be introduced for merchants in the United States to help prevent

fraudulent transactions. EMV stands for Europay, MasterCard, Visa, and is a technical standard that ensures that cards with microchips in them are compatible with terminals around the world. Using an EMV card in tandem with a personal identi�cation number (PIN) and/or a signature, veri�es the card belongs to the person using it, thus protecting against fraud from lost and stolen cards.

As a merchant, you may have already invested in and deployed EMV, so why would you be interested in P2PE?

P2PE – Point to Point Encryption – is an additional layer of security that protects credit card data by encrypting information immediately at the point of sale. In this process, card data is not stored as clear text in the merchant’s system at any point, so even if hackers do gain access to your payment processing environment, the card data is useless since it’s encrypted. While P2PE is only one part of a holistic approach to payment card security, it is an integral part.

If you take the security of your customers’ credit card data seriously, then why not take the additional step to ensure that your entire processing environment is secure? Avalon o�ers POS Solutionsthat are (P2PE) point to point encrypted, and uses advanced security technologies that stay one step ahead – in order to protect your business and your customers.

Point-to-Point (P2PE) Encrypted Gateways:Keeping One Step Ahead of the Bad Guys

“Society prepares the crime; the criminal commits it.” – Henry Thomas Buckle

EMV 101:The Hows and Whys

J

Keep Calm and Run Your Business

“Knowledge is a weapon. Arm yourself well before you ride forth into battle.”

– Maester Aemon (Game of Thrones)

I 1. To prevail on a person to do something. 2. To induce to believe; convince.

1. Do you believe in the value of your offering?2. Do you provide a benefit to your customers?

A Look at the De�nition of SellingBy Wendy Weiss

NPOA NEWS • dEcEmbEr 2016 dEcEmbEr 2016 • NPOA NEWS

BAs a merchant, you may have already invested in and deployed EMV, so why would you be interested in P2PE?

Point-to-Point (P2Pe) encrypted Gateways:Keeping One Step Ahead of the Bad Guys

“Society prepares the crime; the criminal commits it.” – Henry Thomas Buckle

emV 101:The Hows and Whys

Just like Y2K and the end of the Mayan Calendar Cycle, the day of the big EMV technology roll out has come and gone without incident, despite the hype and fear that surrounded it weeks before.I’m sure that just like most other small business owners,

you have heard about the new EMV technology that is being introduced to merchants in the US market. It aims to reduce fraudulent transactions, but it could also shi� the liability to the merchant in the case of credit card fraud.

Despite all of the rumors swirling around in the industry, chances are, you still have a lot of unanswered questions.

First, let me try to explain this new security technology in simple terms. Basically, every time an EMV card is used at an EMV-enabled POS device, its chip transmits a unique code that encrypts key information as well as transaction data. Using an EMV card in tandem with a personal identi�cation number (PIN) and/or a signature, veri�es the card belongs to the person using it, thus protecting against fraud from lost and stolen cards.

As a merchant, the �rst thing you should know about this technology is that it is only applicable to a merchant in the case of In-Store or Card Present/Swiped customer payments, not transactions that are key-entered or processed via an online eCommerce website.

Before you rush out and spend lots of money to protect yourself from the bad guys, get a better understanding of the liability shi�:

• In-store counterfeit fraud liability will become the responsibility of the party - either the issuing �nancial institution or the merchant - that has not adopted chip technology.

• If a traditional magnetic stripe card is swiped by the customer at a magnetic stripe terminal, then the merchant is generally not liable. (For now. Keep in mind, that within the next several months the majority of consumers will be using chip cards.)

Remember, this is major migration that is taking place in the United States.

Converting traditional POS terminals to EMV enabled terminals will not happen overnight, so it is important that you, the merchant, take a step back and analyze this program and how it relates to your particular business practices.

• First, ask yourself, how many chargebacks have I had in all the time I’ve been in business? Remember that EMVcompliance has to do with fraudulent charges.

• Then ask yourself, how many card present transactions do I process each day? Again, liability is about micro-chip cards that are swiped, not keyed in, and in reality, most fraud occurs when the customer is not standing right in front of you.

Keep Calm and Run Your BusinessBecause this is such a large undertaking, chip cards have

not yet been distributed to many of the nation’s consumers, and even large acquirers are not one hundred percent prepared to accept chip cards because it’s a work in progress, a device by device certi�cation process. No one is �ipping a switch and turning on one big magic machine that o�ers the best protection for the merchants.

As changes are made in this industry, know that Avalon Solutions Group is on top of it, working hard for our merchants, so that you don’t have to. We value our We value our Wrelationship with you and will continue to o�er our best services and solutions as we make this transition with the rest of the country.

“Knowledge is a weapon. Arm yourself well before you ride forth into battle.”

– Maester Aemon (Game of Thrones)

I 1. To prevail on a person to do something. 2. To induce to believe; convince.

1. Do you believe in the value of your offering?2. Do you provide a benefit to your customers?

A Look at the De�nition of SellingBy Wendy Weiss

NPOA NEWS • dEcEmbEr 2016 dEcEmbEr 2016 • NPOA NEWS

BAs a merchant, you may have already invested in and deployed EMV, so why would you be interested in P2PE?

Point-to-Point (P2Pe) encrypted Gateways:Keeping One Step Ahead of the Bad Guys

“Society prepares the crime; the criminal commits it.” – Henry Thomas Buckle

emV 101:The Hows and Whys

J

Keep Calm and Run Your Business

“Knowledge is a weapon. Arm yourself well before you ride forth into battle.”

– Maester Aemon (Game of Thrones)

Ilooked up the word “sell” in the dictionary. �is is what it said: “To persuade To persuade T(another) to recognize

the worth or desirability of something.” �is de�nition assumes value. Inherent in the de�nition is the concept of worth or desirability.

I also looked up “salesperson,” “saleswoman,” “salesman,” “sales clerk,” and my favorite, “sales talk.” �e de�nition for “sales talk” was, “a line of reasoning or argument intended to persuade someone to buy something.”

Whenever I do a workshop or speak at a conference, I frequently ask participants, “What are the words that come to mind when you hear the word, ‘salesperson’?” Invariably, the response is: “manipulative,” “dishonest,” “unethical,” and “sleazy.”

In the dictionary, however, when I looked up all of the above sales words, none of the de�nitions referenced “manipulative,” “dishonest,” “unethical,” “sleazy,” or anything particularly negative. �e language in these de�nitions was actually quite neutral and several of them spoke of value.

Unfortunately, too many business owners and sales professionals view the words “sales” or “sell” with disrespect. �e words no longer simply mean to persuade someone of the value of your o�ering. Instead they carry the baggage of untrustworthiness and deviousness. �is is a misconception that does an enormous disservice.

Business owners and sales professionals who believe this image of sales see the activity of selling as negative. �ey feel that if they are selling (or being perceived to be selling), they are doing something that is not quite right or that has the potential to be not quite right. It’s as if there is a line drawn someplace, but they don’t know where that line is or when they’ve stepped over it. It causes them to be cautious and careful and worry about how they are perceived. �is anxiety puts them, in their own minds, at a disadvantage and on a lower level than their prospects and customers. �is is a di�cult place to be. And it stops many from taking action.

Since the de�nition of the word “sell” used the word “persuade,” I looked up that word in the dictionary. It said:

1. To prevail on a person to do something. 2. To induce to believe; convince.

Again, nowhere in that de�nition do we �nd the words, “manipulative,” “dishonest,” “unethical,” “sleazy,” or anything particularly negative. As with the word, “sell,” the language is quite neutral.

�e bottom line: Selling is persuading and convincing people of the value your business represents. If you cannot persuade and convince people to buy from you, then you do not have a business.

If you believe that selling is “manipulative,” “dishonest,” “unethical,” and “sleazy,” this belief will not support your ability to be successful. It is very di�cult to sell (persuade and convince) while believing that selling (persuading and convincing) is wrong. It is time for business owners and sales professionals to change their beliefs about the words “selling” and “sales.”

�e truth is that most business owners and sales professionals are honest, ethical and believe in the value they have to o�er. And that is where the focus should be.

Here are some questions to ask yourself:1. Do you believe in the value of your offering?2. Do you provide a benefit to your customers?

If you have answered “yes” to the above questions, then you are proceeding with integrity. If you are proceeding with integrity, then obviously you are not being “manipulative,” “dishonest,” “unethical,” and “sleazy.” You can persuade, convince and sell with your head held high.

If you answered “no” to the questions above, then get out of the business. It’s not a �t for you. Find something else to do in which you can believe.

Let’s reclaim the words “sell” and “sales.” Let’s rede�ne the words to mean, “To persuade and To persuade and Tconvince with integrity.” Let’s remember that value is inherent in the de�nition. �en everyone would understand that as long as they proceed with integrity selling is an ethical and moral act.

Wendy Weiss, is known as �e Queen of Cold Calling™. She is an author, speaker and sales trainer who is recognized as one of the leading authorities on lead generation, cold calling and new business development. Download her Cold Calling Survival Guide.

A Look at the De�nition of SellingBy Wendy Weiss, �e Queen of Cold Calling™�e Queen of Cold Calling™�e Queen of Cold Calling

NPOA NEWS • dEcEmbEr 2016

NEWS and UPDATES

New OrleansJoin Us in

for Our 2017 Annual Owners Conference

december • 2016

A

How to make work irresistible:• Ask employees for feedback and often.

• Define and communicate realistic goals.

• Make work meaningful.

• Recognize and celebrate successes.

• Offer growth opportunities.

• Walk the walk.

• Hire for culture fit.

The Impact of Employee EngagementBy Danyell Lance NPOA

National Print Owners Association301 Brush Creek Road, Warrendale, Warrendale, W PA 15086-75291.888.316.2040 • www.printowners.org

Printed by GAM | Graphics and Marketing on the rIcOH 9110 on 80# Gloss Cover

register for the conference at www.PrintOwners.org

An Association for Print Owners By Print Owners

Chairman’s Report�e Board of National Print Owners Association meet on November 7th for the

fall retreat in the PIA headquarters in Pittsburgh, PA. During our time together, we focused on long-range planning and projects currently underway.

�e “I am a PrintOwner” program has been a huge PR boost that has brought in some new members. If you would like to be featured in this program, please send a headshot photo and a short statement of why you belong to NPOA to Betsy Allen. You can contact her at betsy@carboncopies.com.

We formed a number of committees to help with the work of NPOA and are looking for volunteers who have interest in helping improve our organization. If you would like additional information, please contact one of us.

�e NPOA newsletter has been well received, members Nathaniel Grant and Randy Herron have worked hard to provide the members with this piece. We are interested in your comments and articles. Please contact Randy at newsletter@printowners.org if you have something to contribute.

NPOA has a strong cash position and has reduced overhead cost with our current arrangement with PIA. Our membership has remained steady at 304 members. We are excited about our speaker and vendor line-up for the upcoming conference in New Orleans, on February 2-4th. We hope to see many of you there!

Your board has spent many hours in planning and discussions on how to improve this organization and provide more value to our members. As always we welcome your feedback and ideas for improvement.

Barry MartinChairman of the Board