In this episode, Founder Frank G. Cannata congratulates Lou Usherwood, CEO of Usherwood Office Technology, on the Upstate New York dealership’s Golden Anniversary! Usherwood shares that he read The Cannata Report back in 1986, as part of his introduction to the business, which brings a smile to Frank’s face. Lou adds that through all the growth and acquisitions, the opportunistic company has kept its identity by “taking our shot” and not biting off more than it could chew. To be bold and venture into more complex service offerings, he notes that dealers need to invest not only monetarily but also mentally.
Profitability is “our problem” to solve, says Usherwood
Twenty-five years ago, when Usherwood first got into the information technology (IT) business, Lou tells the story of how he and his brother went to a Microsoft bootcamp and earned certifications as MS engineers and professionals. It was one of the first things we did, he relates, and lent legitimacy to the business, allowing the dealership to partner with the software giant. Print has led the way at Usherwood since its inception in 1976, but managed IT services now have better profit margins. When it comes to increasing profitability, Lou stresses that the “devil is in the details.” To understand cost structures, dealer owners need to become immersed in cost-per-copy and cost-per-call metrics. If there is a more efficient way to operate, “that’s our problem” to solve, he urges. Usherwood concludes by citing the example of reclaimed parts: “We’re pushing out $50,000 per month in parts reclamation to techs,” which substantially decreases the dealer’s expenses in the field.
