Second Quarter 2011 Contents

 

A New Kind Of Dialogue

Join The Discussion

C O V E R   S T O R Y

In honor of The Customer Convention, we’re taking a look at all sorts of customer-related issues, including a testimonial from an end-user about what he looks for in a distributor.

Customer Service Puts Money In Your Pocket

When It’s OK To Say No To A Customer
By Warren Cornil

Turn A Negative Into A Positive
By Gary Moore

Dealing With A Difficult Customer
By Nathan Andrews

How To Use Customer Surveys
By Jason Effing

Obtaining Customer Feedback

Social Media Drives Sales

What The End-User Is Looking For

 

MHEDA MEMBER PROFILE

Naumann/Hobbs executive teamThe Performance People
Naumann/Hobbs Material Handling truly puts the customer first.

At Work
Road Technician Doug Barton has the tools to get the job done.

HATS OFF TO HOWARD BERNSTEIN

The Man In The Straw Hat Steps Down
Industry legend Howard Bernstein will focus on attracting young talent to the industry.

ANNUAL CONVENTION

2011 Convention Program
Schedule of speakers and events for MHEDA’s 56th Annual Convention

Exhibitors’ Showcase Guide
Guide to exhibiting companies on May 2.

BEST PRACTICES

What You Say Online IS Your Reputation
Steps to manage your personal brand online.
By Sam Richter

Encourage Your Customers To Go Green
Benefit from an eco-conscious customer.
By Christine Corelli

MANUFACTURER-DISTRIBUTOR RELATIONS

Working TogetherWorking Together Means More
When manufacturers and integration partners work together, it’s a winning formula.
By Chuck Waddle

STORAGE & HANDLING

Value Engineering
New opportunities to grow material handling sales.
By Greg Doppler

INDUSTRIAL TRUCKS

Managing Customer Fleets
Tips for distributors to maximize the customer relationship.
By Steve Ross

carrotsSALES & MARKETING

Effective Sales Compensation Plans: A Primer
Keys to attract and retain quality salespeople
By Alan Rigg

Put The Carrots Away
What really motivates people at work
By Gregg Lederman

MONEY MATTERS

They’re Back!
An updated look at gross margin and payroll
By Albert D. Bates, Ph.D.

Selling Stock Vs. Selling Assets
The tax consequences of selling a business
By Bart A. Basi and Marcus S. Renwick

DEPARTMENTS

President’s Perspective

From The Desk Of Liz Richards

Ask Your Board

ONLINE EXCLUSIVES

Think you know everything about industry legend Howard Bernstein? Guess again. Leave your own tribute, too!

Learn when NFIB says it’s time to get rid of a customer and the traits of a successful CSR.

Distributors share their best and worst customer experiences.

Convention Speaker Sam Richter explains The Dangers Of Web 2.0.

A primer on LinkedIn, YouTube and Twitter.

View the photos of MHEDA at ProMat!

The MHEDA Journal is published quarterly: Winter, Spring, Summer and Fall. Subscription rate is $40 annually. Not-for-profit and charitable organization rate is $40 annually. MHEDA members receive this magazine as part of their dues. The MHEDA Journal is published by the Material Handling Equipment Distributors Association, 201 U.S. Highway 45, Vernon Hills, Illinois 60061-2398.

Executive Editor – Liz Richards Managing Editor – Carole Jesiolowski Senior Editor – Christopher Powers
Editors – Steve Guglielmo • Devin O’Toole • Susan Freibrun • Rebecca Hein • Joanne Piacenza • Cindy Thoren
Production Editor – Quinn Hubbard Print Design – Paul Brunell Online Design – Jacob Rogers

Editorial correspondence should be sent to Liz Richards, Executive Director, Material Handling Equipment Distributors Association, 201 U.S. Highway 45, Vernon Hills, Illinois 60061-2398; telephone 847-680-3500; fax 847-362-6989. Advertising correspondence and materials should be sent to Judy Flanagan, Data Key Communications, Inc., 5794 Widewaters Parkway, DeWitt, New York 13214; telephone 315-445-2347; fax 315-445-9336.