How to Drive a Business Into the Ground

Posted on March 13, 2014 by dfolstad58
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Sitting Duck

I went for walk yesterday with a friend and we passed by a coffee shop that has had it’s ups and down in success. My friend casually commented on how the owners could give lessons on ” How to Drive a Business Into the Ground”.  This coffee has been popular in the past and it’s location has a great deal going for it, and my friend and I have seen it busy busy, but the new owners did everything wrong, and customers can and will go elsewhere.

The local hangout kind of coffee shop is looking for a different kind of customer than Starbucks, Tim Hortons or McDonalds.  Lots of competition for this business but if done right, loyal customers can make a coffee hangout profitable and busy.

What did they do wrong? 

  1. They didn’t have always have coffee hot, and ready and the staff didn’t know how to use the machines according to my friend. (mind boggling for a coffee shop)
  2. They were oblivious to regulars, with no recognition so they lost them.
  3. No papers to read.
  4. They discouraged regulars from hanging out.

What could they have done? 

  1. Hire, and train staff to treat customers great! Customers are potential REGULARS.  Regulars are there every day, sometimes more than once a day, and usually will bring customers with them, so? So treat each customer like Gold, the staff are not selling a $2 coffee, they should be thinking about the coffee shop as the customer’s coffee shop and ask the customer name and thank them by name. It cost nothing to take that extra step. One successful coffee shop owner here in town quickly could name 200 of his regulars when they came into his shop, and he made sure he made them welcome, and feel appreciated. It was his business, but it was their coffee shop was the attitude that he gave.  If a coffee shop hires someone to just take the money and hand over some hot liquid, then there is no connection, and the coffee shop has blown the chance to develop customer loyalty. The customer can go anywhere, staff have to get that they are there for the customers and NOT vice versa.
  2. Spend some money showing the regulars you appreciate them. So many businesses spend money on coupons and advertising, and so on but they would never think of doing something for the guy who already does business with them, so they miss out on the word of mouth recommendations. If a coffee shop gave away a few cinnamon buns, or muffins to the regulars it would go a long way. (For that matter any business, tire shop or banks should be spending half their marketing budget on regular customers and not just on trying to attract new ones.)
  3. Spend some money on newspapers, so regulars come in every day to read and relax. I see some coffee shops skimp on this, and it makes no sense. If other coffee shops have newspapers and wi-fi – you better get on board, in fact you should be trying to raise the ante.
  4. Be Quirky!  A great coffee shop used to have a chalkboard and write a trivia question up there twice a day – it gets people talking, and they will come back to see what the question will be the next day.
  5. Coffee shop staff when not selling – go around and talk to customers!
  6. Welcome suggestions and feedback and back that up by your actions.
  7. When something happens not right, go the extra mile to keep your customer. My wife had burnt soup at a hotel once. The hotel was super smart, the waiter apologized to my wife, brought her a big shrimp salad for free and made sure she was happy. We ate there all weekend because of that waiter.

I guess any business will drive itself into the ground when it takes it’s eyes off the customers, or is penny-wise and pound-foolish.

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My Economics Professor was Wrong

Posted on March 11, 2014 by dfolstad58

My very first day of University and my class Economics 101 there was a lecture called ” No Such Thing as a Free Lunch“.  I suppose this was  how he started off every semester to the green students, just back from summer holidays, just graduated, and still wet behind the ears.

You probably understand the premise. No such thing as a free lunch because it someone has to pay for it. Maybe you are getting that hot dog for free, but someone paid for it, and the cost of it is built or hidden into the price of what you buy from that person.

dad checking grillMy professor was wrong, a good thing can be free.

It was reinforced to me today again that good things sometimes just take an effort, some will, some time, but the pocketbook expense is actually minimal.

I am talking about taking the time to acknowledge service, good service, a friendly smile, dedication to excellence. I think as Canadians we are most of us wonderful with saying thank you, but periodically taking the time to write an email to the company really is counted.  As I understand it, one email represents 1,000 people. I guess that means that only one in a thousand will take the time. Sad.

emailmeI have been writing emails for years, petrol companies, pharmacies, banks. I write to pass UP the line recognition and appreciation for the efforts that employees make on a daily basis.

What will surprise you is how much corporations LOVE these letters. Anyone can complain and pick out shortfalls after all we are all imperfect, my wife will support that.

But what if someone takes the time to recognize you, it reinforces that positive thing you do and encourages you, doesn’t it?

I was recently at my bank, the manager was helping out at the counter with transactions. He mucked up my transaction, but he caught it and waited until he could talk to another cashier to fix it. I didn’t mind waiting, and I didn’t mind the muck up because I saw he was focusing on fixing it and getting it right. Sure the line up behind me grew a bit, but he didn’t let that pressure him to just push me through the chute so he could lessen the line up.  I grabbed his card and a few days later I wrote to the bank head office.

My surprise today was a heartfelt card in the mail of appreciation  from that bank manager, and even a gift card for Tim Hortons.

Full circle of appreciation, and back again. I felt great to hear the result of my email.

safer here out of the waves

safer here out of the waves

My economics professor was wrong, there is such a thing as a Free lunch, plus I get the bonus of knowing I let that corporation know the good attitude and approach of that man, and they let him know that they got that feedback. He got a great feeling out of that also, that’s kind of a free lunch isn’t it?

Take the time to give someone a free lunch metaphorically, give some acknowledgement, I think you will like it, cancel that, I know you will love it, and you will make someone else feel good also, that’s always a nice result. 

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Neither Best, nor worst Handyman in Canada

Posted on March 9, 2014 by dfolstad58

I grew up where I saw my Dad seem to know everything. He finished basements, he put in concrete floors,

he even built his own garage doors.

He allowed me to be his “gopher” which meant I ran and got what he needed but I never ran saws, measured boards or did much hammering.

He was a great example of DIY (Do It Yourself) albeit I didn’t learn much more than the lesson that you can do lots and succeed if you are willing to buck up and try. He said he’d never done that stuff before but that didn’t daunt him one whit.

Being my father’s son, I try to be a DIY also because it makes me feel good when I succeed. So I try, and I try. Most minor stuff I do satisfactorily but lots of times my efforts result in multiple, and I do mean multiple trips to the hardware store. I have learned to ask for directions at least there, on the third or fourth trip.

Plumbing stuff drives me nuts. Last year I went back and forth trying to fix a hose, replacing washers, and lots of stuff. Finally I spoke to one guy at the store, and he explained that there are different size fittings for outside  hoses so you have to get that stuff in the seasonal side of the store. I should asked in May instead of waiting until September. (head scratch)

Today I continued my runaround ways to fix a faucet but only three trips to the hardware store, Bless you small town! My front outdoor faucet dripped last year and despite my herculean attempts to prevent the slightest drip, it still did. Finally I learned that there is another washer INSIDE the faucet and so I took it apart.

On my third trip of trying to find the right rubber O washer, I took the piece of the faucet with me into the store and hunted around and kept hunting until I found it, or at least I think I found it. When I turn the water on outside in a week or so I will know, cross your fingers and toes.

Doing the little things that are invisible but help my family makes me feel good so I will remain determined. Being determined accounts for a lot of achievement in life.

I remember resurfacing my daughter’s desk for her bedroom. Learning to cut that counter top and contact glueing it into place and in what I thought was a cool colour also. Doing that for her meant a great deal to me so that 14 hour project for me was a learning experience so what if it should have been 2 hours. I still learned! Determined Dad that’s me.

That’s why Dads have stashes of crazy glue and weird little clamps and stuff!

So in achieving my little handyman victories, I encounter bumps along the way, and sometimes it takes me awhile, and admittedly sometimes I even fail but I am glad I learned at my father’s knee to being open to trying, and being determined, and not giving up. Not having ever done it before is no obstacle, or excuse. Doing something for the first time should be an opportunity to be seized.

Nothing of any real value has shortcuts, or is instant, whether it is home repairs or great relationships. 

* thanks for reading!Image

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Guest Blog #2 from Heather McGaw

Posted on March 8, 2014 by dfolstad58

This is a second guest blog post from Heather McGaw – please share your thoughts, as you may hold insights for Heather that will inspire in more writing. I will be happy to forward those for you to the author. – Dave

PS – I added links and images that hopefully Heather approves of, and you do also.

ImageOUR PASSION BEFRIEND
       GRATITUDE

Mentor Woman if you can
Always always lend a hand
Mums the word for men
This year we will befriend
And stitch titanium with time
Diamonds, pebbles, rocks and seeds
Sweet hearts, leave grey mist behind
A knife is needed for this piece
Never never for the grief
Gratitude this year will mend
Gratitude ours to befriend

– Heather McGaw

“Our Passion Befriend Gratitude”    The inspiration came again watching T.V. this time it was BNN who had a world renowned business professor on discussing why and how Indian men have succeeded so quickly in the tech industry, mainly in Silicon Valley. For example:  Satya Nadella, CEO of Micro Soft Inc. The Professor said it was due to the fact that they mentored each other and co-operated rather then competing. And he said he would like to see women (and other groups of persons who are disadvantaged) do the same thing. My poem expresses a belief of mine that this time for women will come very soon, hopefully during this decade.
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Poetry makes you think – You Have Been Seen (Guest Blog Post)

Posted on March 8, 2014 by dfolstad58
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YOU HAVE BEEN SEEN
Hapless mother sacrifice, to no avail do I think twice
Unholy purpose daughter vends, to flesh of men pretend
Ashamed do I hear men speak
Stand with us here in twenty fourteen
To our amazement, you have been seen
And come in moon light give us more
Struggle in we will hold, our sister’s door
– Heather McGaw
Author (Heather) comments –    “You Have Been Seen,”   I was inspired by watching W5 on CTV a little while ago or maybe it was Frontline, on PBS.  The show was on the sex slave industry in North America, I only caught part of the show but when I did I l heard to my surprise a man say that if the Johns would stop the demand there would be no business. He said “they only have to open their eyes to see some of these people are children and /or slaves. These men are also Fathers, sons, brothers, parents they need to stop, etc.” “No demand no business”.
All bloggers cherish notes, and comments from readers, hint hint. Thanks for reading and sharing!
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Go to the Edge, and Live without Regrets.

Posted on February 26, 2014 by dfolstad58

I have been having this thought in my mind about “Going to the Edge“.

Terry Fox went to the Edge, Rick Hanson went to the Edge. What I am thinking is that these were people who had a vision, they did something not knowing they could succeed, but they went ahead regardless.

I am not speaking theoretically, I know I have started to live this way, in small ways, being unsuccessful is a long way from being a failure. Thomas Alva Edison failed hundreds and hundreds of times but he is not thought a failure. We admire these people because more than anything they persevered.

A famous columnist said – I would rather have regrets for the things I did than the things I did not.

Thinking now of my daughter Mandy, and my son-in-law they go to the Edge regularly, not running across Canada or wheelchairing around the world but they do new things, and to places they haven’t been before – they revel being strangers in a strange land or learning a new skill. Life is full.

What if you don’t go to the Edge? Imagine your dream is to visit Niagara Falls, you drive there and as you go to the falls, you drive along the river getting closer to the falls themselves. Maybe it is sunny so you hear the water roar, you see the spray in the air and you haven’t even arrived. Now you arrive at the parking lot, the falls are across the street a block away. Will you be satisfied with  the parking lot, and just seeing the spray, just hearing the roar. No! NO!

You would get out of the car, and rush to the Edge, to see it, to peer down and watch the water cascading down, down, down to the bottom.

A clear metaphor don’t you think, so much of the time we make excuses and stop when we are almost there, we make a a huge effort but stop short of the edge and satisfy ourselves with just the parking lot, and not the Edge.

In the next week I am going to think about this more, and maybe use it for a speech for Toastmasters.  I want to Go to the Edge, and encourage others to do so also. I have seen the smiles, and shining eyes of people who accomplish what they didn’t really believe they could, but they did because they did not stop, they persevered.

Terry Fox went to the Edge with only one leg, yet he ran and inspired millions, and he is synonymous with courage despite obstacles.

I have two legs, I can go the Edge, if I don’t stop myself.

You can go to the Edge if you don’t stop yourself, so  just go, go to the Edge, you won’t regret it. 

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