Friday, June 22, 2012

Powerful Business Tools Learned from a Book on Child Rearing

Reblogged from

How to handle the irate customer? Check out How to Talk so Kids will Listen & Listen so Kids will Talk  by Adel Farber and Elaine Mazlish (the teen version is equally excellent). This bible of child rearing is one of the best non-business books that makes perfect sense in the business world. Read it and you will believe.

One of the best take-aways from the book was how to use the following expressions Uh-huh, Oh, Interesting, Really? I See and Mmm, along with sympathetic silence, during a customer rant. It was astonishing at how powerful these simple little words made it possible to diffuse/resolve a situation with the irate, unreasonable, emotionally charged, often loud, unhappy-and-wanting-justice customer in the calmest, most peaceful way possible. Speaking from experience, these practical tactics (and some appropriately interjected humor) help to restore sanity and harmony in a tough customer/workplace situation. Though we might fantasize about strongly articulating, why you gotta be so mean?, logically, we know that a defensive posture will just be a lose-lose situation. In the end, what we really want is to retain a customer who will remember that we tried hard to solve a problem to his/her satisfaction.

Here is an excerpt from a summary of the book …..The more I move through life and the business world, however, I am struck how the same techniques enhance communication between adults in all aspects of life. This book should also be listed in the Business/Management section. It says all the same things the high-priced consultants say — treat people with respect, do not deny their emotions, state the facts (only) and shut up and listen. This book also talks about giving praise and recognition, which makes it another reason to use it in real life, inside the family AND outside in the “real” world.
Some tips with tactics from the book:

Apologize and Listen. Immediately respond to the customer problem with, You do sound unhappy, my apologies. Let me help you. (or)  I’m so sorry, I want to try and turn this around (or)  if all else fails, It sounds like we owe you an apology.

Then…let the customer talk and respond at intervals with, Oh (or) Interesting (or) Uh huh (or) Really? (or) Mmm (or) I See (non-judgmental words) so that the customer knows you are listening.
Treat people with respect: actively listen, acknowledge with short bursts of Oh (or) Interesting (or) Uh huh (or) Really? (or) Mmm (or) I See. If appropriate, throw in a that does sound frustrating. As the customer is able to air the complaint, he/she should start to calm down.

On the other hand, if the customer is just becoming increasingly angry and/or abusive, try to retain integrity and calm and say something like,  I understand that you’re very unhappy and I want to help you, but at this point I need to put the president of the company on the phone (or) I need to ask for your name and number so that the president of the company can call you back

State the facts back: Ask yes or no questions, only, to get the full details  of the complaint. And to reach a resolution. Once you think you  have it, remain sympathetic. State back the problem and resolution. Gain agreement that the resolution you’ve discussed is understood by the customer. Say something like: So that we’re both comfortable (another good word from the book), we’ve decided that our company will fix the equipment and you will pay to have it shipped to our location (or) Just to confirm, you understand the step-by-step set-up instructions and you are now comfortable in completing the set-up?

Thank the person for calling; document the conversation point by point.

And be awed at the huge impact of Oh (or) Interesting (or) Uh huh (or) Really? (or) Mmm (or) I See!

Hope this was helpful. Thanks for reading and subscribing!

Monday, June 11, 2012

Screen Printing Performance, Flexibilitiy and Dazzle.

Digital screen printing equipment must offer performance, flexibility and products that dazzle. These characteristics are found with the GO UNO LED RhinoScreen Printer that is the first professional LED printer built specifically for imaging Heat Transfers and RhinoScreen Dry Stencil Film material.

Traditional stencil-creation involves a lengthy, drawn out process of using a film positive, emulsion, capillary film, exposure and drying time. THE NEWEST PROCESS that is RhinoScreen Dry Stencil Film by RhinoTech eliminates these steps enabling a quick and simplified way to create a stencil. The best value in tabloid printing, the GO UNO excels specifically in printing transfers, but also in printing documents in letter, tabloid and 52-inch banner formats in unequaled HD eColor.

RhinoScreen Dry Stencil Film + GO UNO + computer + heat press = brilliant stencils and expedited productivity. The papers are recyclable; the ink is water-based and

Features of GO UNO Printer:
  • ·        Tabloid Color Printer specifically for Transfer Applications with Compact Design and Compact Footprint
  • ·         Applications beyond Transfer including Signage, Color Separation and On-Demand Use
  • ·         Denser Imaging than Traditional LED Printer - A Perfect Match for Neenah Transfer Paper
  • ·         Engineered specifically for use with Neenah Transfer Paper
  • ·         Full Transfer and Tabloid Printing—GO Extended Edge Technology Allows for Three More Inches of Printing on Bottom
  • ·         GO eColor Transfer Technology - UNO Color Toners Enhanced for Transfer - Sharp Detail and Rich, Dramatic Color
  • ·         Outstanding color quality delivered even on ordinary paper bringing transfers to life.
  • ·         1200 x 600 dpi Resolution for Crisp, Clear Output
  • ·         Media Handling from 3” x 5” to 11.6” x 52” Transfers and Banners—the only Tabloid Printer to Handle Sheets of this Length
  • ·         Fast Print Speeds: Color Output at up to 30 ppm; Monochrome at up to 32 ppm
  • ·         Single Pass Color Digital Technology for Printing up to 80 lb. Cover Stock (216) and Banners up to 48-inches Long
  • ·         1 Year Limited Warranty on Printer; 5 Year Limited Warranty on LED Printheads
For more information:
888.717.4466, 651.686-5027

Tuesday, June 5, 2012

Fun for the Whole Family.

Another fun product is 
RhinoJet Ink Jet Film. It’s an especially great product to use when film density is key to exposing a screen; it's a pivotal aspect involved in the whole screen printing and graphics printing processes.

To be sure: 100% film density is fundamental to ensuring that there will be no light migration through the black areas of the film positive; that no light will seep through into the areas of the screen that you want to leave open for ink flow.

RhinoJet is that film; the film that is 5 millimeters and absolutely optically clear for creating a film positive.  As a polyester carrier, it offers exceptional stability from temperature changes that create expansion and contraction of the film.  RhinoJet enables easy registration for printing multi-color projects. And it has a waterproof coating on the side of the film that is screen printed via an ink jet printer. 

Here are a few tips when you begin to print with an ink jet printer: 1)  adjust the setting to high definition; 2) select gloss surface. 

By taking these few simple steps, you will increase the density of the ink lay down that is critical when exposing screens. 

We all want our projects to turn our correctly the first time for a number of reasons (think less mistakes, more profits). By following the few tips along with a high quality film, you will bypass the “oops” of letting light migration penetrate the dark areas of the film positive.

These Waterproof Clear Films are manufactured of a very unique fast drying formulation that works with both Pigment and Dye based inks used in most inkjet printers. RhinoJet allows for minimal dot gain, dries on contact and has maximum density technology. This product is used widely with newer inkjet printers and high volume production printers in both screen print and offset prepress rooms to generate film positives or negatives.

RhinoJet Film is the industry’s leading Water Proof Positive technology that also leads in affordability.  This 5 millimeter thick, specially formulated film is ideal for optimal density, drying time, halftone, shape, image clarity, shelf lifetime and for use with an Epson inkjet printer.

Please find us in all the right places:
•Free freight with $50 on-line order for delivery in contiguous U.S. (see specifications @
888.717.4466  or  651.686-5027.