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  1. #1
    Geezer Tech Copier Whisperer's Avatar
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    Pros Elite, What do you think of it?

    A question for all tekkies who works under the Pros Elite system.

    What are your thoughts as a technician (especially the older ones) about Pros Elite?



  2. #2
    Senior Tech 250+ Posts
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    Re: Pros Elite, What do you think of it?

    I actually did better with it than BEI on commissions. I don't remember the parameters that were set for the techs. But for me working a rural area with lots of miles between calls it worked out better. I'm not a big fan of either system. There are lots of good management tools in both. But as far as the tech, they suck and give mgmt more ways to screw the workers over. For example mgmt doesn't have to give out the commissions either suggest, but may give out only a portion and keep the rest for themselves (yes this does happen). I remember one year mgmt said there would be no raises as BEI should provide the increases to the harder working techs. Well when you are driving 200 miles/day you don't get nearly the calls or commissions of a tech who has a 5 square mile territory with enough machine base to provide 3M/month clicks. I had one manager that was so set on the matrics of BEI, that rode me like Sea Biscuit. IE you are not a good tech, you only do 65 calls/month with .5M clicks. Your machine time is only 40%. ETC. He found every excuse in the book because of BEI to put me down. He tweaked the metrics so much that I never got any BEI. He later capped BEI payout for the entire service dept. Then all of a sudden the techs who were getting decent BEI were the only ones getting it and not as much as they used to. Since I left that company, I hear there are no more BEI commissions period. Way to take care of the techs.

    They both give mgmt a good cpc on copiers already in the field, however sales takes that cpc and whittles it to the bone to get the sale.

    The glory days of making money in copiers/printers is gone. The whole system is going down the drain and IMO BEI and Pros Elite are just helping to drag it down. Let's face it if a canon is going up against a Ricoh, these systems will tell mgmt what the cpc of each is. Company A will bid the minimum and so will Company B based on what the cpc is. They both know each other's cpc. There is no mystery anymore, just statistics. A company needs to make profit, these services pass out info to anyone who pays for it. The info passed out is cpc break even point and that's where sales always ends up at.

    This is my view as a tech, I'm sure mgmt has other viewpoints.
    The difference between Democrats and Republicans is.......

    One party tells lies

    and

    the other party doesn't tell the truth.

  3. #3
    Geezer Tech Copier Whisperer's Avatar
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    Re: Pros Elite, What do you think of it?

    I'm an old guy fixin' to retire after 42 years in the business, so my opinion is from the old school. For the vast majority of my career, we were given a territory and were responsible for managing it. Back then, we could build customer relationships, make decisions based on customer need, and prioritize calls based on customer needs. I always have churches priority on Thursdays because that is when they run their bulletins. Early April is when the accountants get priority. And so on. You could take your time on PM's to ensure everything is perfect. Most machines will run PM to PM if done right.

    Now with Pros Elite and recently BEI (which is now just like PE), none of that matters. The only priority is numbers and the customer does not come first, and the technician comes in dead last. The metrics they use have less to do with overall work quality but focusing squeezing every little penny from the customer and every minute from every technician. They don't care about relationships, customer satisfaction, or repeat sales. They are mainly concerned about hitting that magical 52% profit, come hell of high water. I have found that this system is actually used as a weapon to beat down the technicians as you can never get all the numbers right. The big buzzword is Micromanagement.

    It has turned what used to be a highly satisfying and rewarding career into a high-stress, no-reward, adversarial job. It is a real drag on the industry and I'm glad to get out of it. The most successful company in my area does not use this, or BEI, and they are absolutely ripping the competition a new one.

  4. #4
    Senior Tech 250+ Posts
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    Re: Pros Elite, What do you think of it?

    Whisperer: It is like I am looking at myself in the mirror. Everything you have said is absolutely true. I'm pretty old school also being 32 years into this. It used to be more about customer relationships. Keep the customer happy and you will have a job for life. I used to have several good relationships with customers. Now with BEI and PE in the mix, parts are to the bone. Parts that you used to replace at manufacturer's recommendations are stretched as far as possible. Used to be I drove a company van, loaded to the gills with parts. My no parts calls and callbacks were extremely low. Now I drive a company compact vehicle with the bare essentials of parts. You ruin many relationships if the customer has to wait a day or two for parts to arrive.

    You know though, it all comes back to management. I understand that the company needs to make money, but sales are cut to the bone. Practically every sale made these days is at near zero profitability over the contract term. I remember back in the late 90's, sales was whining that service needs to cut prices to become more competitive with bids. I remember the owner in charge of service shooting right back that we had one of the premier service teams with Lanier products, Ricoh calls us regularly for advice. This sort of service team requires additional expense to maintain and our customers understand that they are receiving first quality repairs from us. Then he looked at the sales team dead-eyed and said our service is quality, and if you can't sell quality over quantity, there is the door.

    I also remember a large sale that was on the fence. The sales director came to the service meeting to say service had to cut $40,000 on the contract over the 3 year term to make the customer go with us. The service mgr fired back, how much profit is in this sale? $100,000 to the sales dept. He told sales to drop the prices $40,000, they walked out. He later came back and said drop your prices $20,000 and I will drop service rate $20,000. They still walked out. Lost the sale. Lesson here is sales wants profit on their side, but expect service to cut to the bone.
    The difference between Democrats and Republicans is.......

    One party tells lies

    and

    the other party doesn't tell the truth.

  5. #5
    Retired 10,000+ Posts slimslob's Avatar
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    Re: Pros Elite, What do you think of it?

    Quote Originally Posted by tonerhead View Post
    Whisperer: It is like I am looking at myself in the mirror. Everything you have said is absolutely true. I'm pretty old school also being 32 years into this. It used to be more about customer relationships. Keep the customer happy and you will have a job for life. I used to have several good relationships with customers. Now with BEI and PE in the mix, parts are to the bone. Parts that you used to replace at manufacturer's recommendations are stretched as far as possible. Used to be I drove a company van, loaded to the gills with parts. My no parts calls and callbacks were extremely low. Now I drive a company compact vehicle with the bare essentials of parts. You ruin many relationships if the customer has to wait a day or two for parts to arrive.

    You know though, it all comes back to management. I understand that the company needs to make money, but sales are cut to the bone. Practically every sale made these days is at near zero profitability over the contract term. I remember back in the late 90's, sales was whining that service needs to cut prices to become more competitive with bids. I remember the owner in charge of service shooting right back that we had one of the premier service teams with Lanier products, Ricoh calls us regularly for advice. This sort of service team requires additional expense to maintain and our customers understand that they are receiving first quality repairs from us. Then he looked at the sales team dead-eyed and said our service is quality, and if you can't sell quality over quantity, there is the door.

    I also remember a large sale that was on the fence. The sales director came to the service meeting to say service had to cut $40,000 on the contract over the 3 year term to make the customer go with us. The service mgr fired back, how much profit is in this sale? $100,000 to the sales dept. He told sales to drop the prices $40,000, they walked out. He later came back and said drop your prices $20,000 and I will drop service rate $20,000. They still walked out. Lost the sale. Lesson here is sales wants profit on their side, but expect service to cut to the bone.
    What I was used to was thew sales manager and large account sales person was also the owner. He had 2 objectives. Total profit and keeping customers happy. He also knew that the service department was the entity that allowed the company to meet the second objective. The previous owner started in the office equipment business as a service tech with Olivetti.

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