May 2012 Selling with Strengths By: Brian Brim & Tony Rutigliano The best salespeople have innate talents. But do they know it? And do they use them? If not, they’re squandering a powerful asset, say Gallup’s Tony Rutigliano and Brian Brim, Ed.D.

     May 2012 How Effective is Your Staff? By: Jim Kahrs In my travels around the country I am often asked, “How can I get my employees to do what they’re supposed to do?” Many business owners and managers have felt the frustration of uncovering a problem in the organization that should have been handled by an employee in the normal course of business. I hear explanations like, “Well, that’s how things are today. People really don’t care” or “People are just lazy.

     May 2012 RSPA Employee Profile Erin Boswell RSPA Meeting & Events Coordinator RSPA is pleased to introduce the newest addition to our staff. We asked her a few questions and here’s what she had to say! connect: Where are you from originally? Sunny South Florida- Coral Springs connect: Where did you go to school? University of Central Florida connect: What was your first job? Event Marketing Coordinator at Roush Fenway Racing connect: Tell us about your professional career. I started my career venturing into the professional sports industry - NASCAR.

     May 2012 [FEATURE] The Most Important Stakeholder By: Christine Duffy “.the important factors of customer service are always having a “customer first” philosophy.” As the spectrum of technology evolves at an increasingly rapid rate, the channel increasingly relies on vendor partners to provide a “high level” of customer service.

     May 2012 [FEATURE] The Golden Rule By: Keith Giles Your worst customer service experience could be a lesson to learn from. We knew we were in trouble when we arrived at the airport at 4:15 a.m.

     May 2012 President's Note By: Joe Finizio Listening to the Customer Anyone who has been in business for a while knows that listening to the customer is a critical element to signing a new customer and maintaining a satisfied one. At the recent Multi-Unit Restaurant Technology MURTEC event, put on by Edgell Publishing’s Hospitality Technology magazine, we had a chance to hear directly from several hospitality executives. What an opportunity – hearing what customers say about their issues and needs is like finding the pot of gold at the end of the rainbow.

    May 2012 We asked: What is your number one secret to great customer service? Chuck Frame Unytouch Manufacturing, Inc. “In our organization we have a customer service methodology that centers around ‘it’s not the problem as much as how we handle it’. Unytouch believes that going that extra mile to satisfy our customers’ pre and post sales experience goes a long way to retaining those customers in the long run.

     May 2012 Legally Speaking By: Robert Goldberg Covenants Not to Compete No less than one telephone inquiry per week either requests that I review a “Non-Compete” agreement or that I contact a former employee regarding his or her obligations under a non-compete. There are no uniform laws regulating non-compete agreements with variations in every state. In California employee non-competes are banned and unenforceable.

     May 2012 New Member Spotlight Bellatrix Systems, Inc. | www.CardatTableService.

     May 2012 PCI Security Standards By: Stephen Cannon The Cisero's Case: CHALLENGING CARD NETWORK ENFORCEMENT MECHANISMS In September 2011, Cisero’s, a small family restaurant in Park City, Utah, filed a counterclaim action against U.S. Bank and its processor, Elavon, Inc.

     May 2012 Secrets of Motivation By: Bruce Boguski RetailNOW 2012 Keynote Speaker What do Brett Favre, Michael Jordan, Venus Williams and Randy Johnson have in common? They are all extremely motivated individuals. How motivated are you? How enthusiastic is your staff? Do you practice what you preach? You know the importance of being motivated, getting psyched, and having that burning desire—but are you and your staff motivated, action-oriented, high-achieving individuals? In the world of athletics, we know how to increase strength, endurance and flexibility but we think that an individual’s level of motivation is innate. Not True! You can learn the skills and techniques necessary to motivate yourself or anyone else.