The Boise Metro Chamber of Commerce recently asked me to write a short article about how Fisher's has changed and innovated in our business to succeed in these challenging economic times. This is the article I wrote:

The copier industry is not known for innovative, transformational ideas. It is dominated by old school thinking and complacency. We view this as an opportunity. Fisher’s success results from rejecting the copier industry culture and benchmarking against industries with truly differentiated service levels.

Fisher’s focuses on three areas for success: People, service experience, and relationships. While cliché, these basics are overlooked in many organizations.

Fisher’s cannot afford to have anyone on our team who is just average. One benefit of high unemployment is the abundance of available talented people. We are therefore getting the right people “on the bus” with above average skills, attitude, and cultural fit.

Fisher’s mission for service is simple: Happy customers. Fisher’s challenge is to continually innovate in service programs to ensure we have happy customers. This includes communication procedures, automation tools, infrastructure for accurate billing, and transparency of performance. 

Finally, business is still fundamentally about relationships. Fisher’s employees engage in social groups, clubs, community service, and other opportunities to meet great people. If our team is genuine, sincere, credible, and social, their relationships will continue to drive new business for Fisher’s.