Where: Indigo Books, Princess St at Sydenham St, Kingston ON
When: Wednesday, December 5, 5pm - 630pm
What: Book Signing for Trucker Management, free goodies
Who: Lindsey Fair and Matt Hutcheon
Shameless Act of Promotion
We try not to do this often, but don't want to miss the chance for the holiday season. For all you supporters, friends, contributors and people that just plain like our book - it's coming down to the wire to get a copy of the book to put under the tree this holiday season. To purchase the book simply go to: http://www.truckermanagement.com/. We'll even send you a signed copy! Happy Holidays everyone!
The Power of Performance
In many businesses, as the year nears an end, it's performance review time. Review of the team, the business and you the owner. I just recently finished performance reviews for my staff and although I have done several of these over the years, I actually think I got more out of giving them than I ever did on the receiving end.
As I took time to reflect on the strengths and weaknesses (opportunities right?) of each person, I would analyze where those weaknesses derived from. Was it their actions that contributed to lack of results, or did it actually come down to mis-communication or mis-expectation on my part? More often than not, as I seriously thought this through I realized that it was that the full objective of the tasks wasn't disseminated down or that the bar that they would be measured against wasn't clear. I was often expecting them to be adaptable and resilient and remain on task, but in many cases I didn't provide the tools to do so.
The power of the performance review comes in the delivery sometimes not just in the receiving end. So make sure to take the time to do a thorough review, for your staff but also for your own learning.
As I took time to reflect on the strengths and weaknesses (opportunities right?) of each person, I would analyze where those weaknesses derived from. Was it their actions that contributed to lack of results, or did it actually come down to mis-communication or mis-expectation on my part? More often than not, as I seriously thought this through I realized that it was that the full objective of the tasks wasn't disseminated down or that the bar that they would be measured against wasn't clear. I was often expecting them to be adaptable and resilient and remain on task, but in many cases I didn't provide the tools to do so.
The power of the performance review comes in the delivery sometimes not just in the receiving end. So make sure to take the time to do a thorough review, for your staff but also for your own learning.
From Circle Check to Sound Check
The Trucker Management approach to managing your small business uses a Circle Check to monitor the physical premises of your business - examining, watching, observing your space and your staff. But as I was reminded this morning, its important to do a "sound check" as part of your Circle Checks as well.
I was going through a drive-thru for my morning caffeine fix, and the person on the microphone today spoke very quickly and was muffled, so it was difficult to understand what she was saying. I have been there in the past and also endured "low-talkers" that were hard to hear as well. Most staff are quite easy to understand, but there are sometimes others who are not - I wonder if the manager knows about these differences in their staff and the impact on the customers' experiences?
Most of you won't be running your business through a drive-thru speaker like this, but the lessons are just as important. How do each of your staff sound, and from different locations in your space? Is one too loud, too quiet, speak too quickly? And without a drive-thru, you still have "invisible" communications with others in your business - how does each person in your business answer the phone? Like me, you have probably called businesses and been totally underwhelmed by the bored or apathetic voice on the other end of the phone. Or are people who call your business bombarded by a greeting recited so quickly from habit and routine that it is hard to follow or seems less than genuine?
Be sure to do your Circle Checks regularly....but also include a sound check as well. It will let you adjust the volume or change the channel amongst your staff if need be, and leave only music to the ears of your customers!
I was going through a drive-thru for my morning caffeine fix, and the person on the microphone today spoke very quickly and was muffled, so it was difficult to understand what she was saying. I have been there in the past and also endured "low-talkers" that were hard to hear as well. Most staff are quite easy to understand, but there are sometimes others who are not - I wonder if the manager knows about these differences in their staff and the impact on the customers' experiences?
Most of you won't be running your business through a drive-thru speaker like this, but the lessons are just as important. How do each of your staff sound, and from different locations in your space? Is one too loud, too quiet, speak too quickly? And without a drive-thru, you still have "invisible" communications with others in your business - how does each person in your business answer the phone? Like me, you have probably called businesses and been totally underwhelmed by the bored or apathetic voice on the other end of the phone. Or are people who call your business bombarded by a greeting recited so quickly from habit and routine that it is hard to follow or seems less than genuine?
Be sure to do your Circle Checks regularly....but also include a sound check as well. It will let you adjust the volume or change the channel amongst your staff if need be, and leave only music to the ears of your customers!
Avoid a "custom"-ized welcome
As I entered the customs hall yesterday in Toronto to come back home from two weeks abroad, I was pleased to see a nice, modern well-lit sign welcoming everyone into Canada. My joy was short-lived, however, as further into the hall, everyone was met by not one but two shouting, impatient and unfriendly ladies, directing people into one line or another based on if they had connecting flights.
As I listened to their shrill voices, directing us as if we were either a group of misbehaving school children or a flock of sheep, I looked around at the faces of my fellow passengers, most of whom were coming into Canada as visitors. How embarassing. I could tell they were smirking at the tone and manner of these first Canadians they encountered, obviously unimpressed.
Lining up to go through customs is serious business, but it need not be so unfriendly. Proper training of staff to say "Welcome - connecting passengers in this line, and those staying in Toronto in this line" would be such an improvement over what I saw yesterday, and easily accomplish the same thing. Another example of how such a simple little thing can make a world of difference, as we have mentioned in previous posts.
In your business, is the welcome and first impression your visitors are getting better than that of the customs hall? You need more than a nice sign - the actions and comments of your staff can undo any other efforts you make, so watch them carefully to ensure they give the first impression you hope for!
As I listened to their shrill voices, directing us as if we were either a group of misbehaving school children or a flock of sheep, I looked around at the faces of my fellow passengers, most of whom were coming into Canada as visitors. How embarassing. I could tell they were smirking at the tone and manner of these first Canadians they encountered, obviously unimpressed.
Lining up to go through customs is serious business, but it need not be so unfriendly. Proper training of staff to say "Welcome - connecting passengers in this line, and those staying in Toronto in this line" would be such an improvement over what I saw yesterday, and easily accomplish the same thing. Another example of how such a simple little thing can make a world of difference, as we have mentioned in previous posts.
In your business, is the welcome and first impression your visitors are getting better than that of the customs hall? You need more than a nice sign - the actions and comments of your staff can undo any other efforts you make, so watch them carefully to ensure they give the first impression you hope for!
Exceeding expectations on the mediterranean
The Trucker Management World Tour has seen some networking and prospecting this past week in Antalya, Turkey at the JCI World Congress, meeting with young leaders & entrepreneurs from 106 countries.
Today, on my way to Cyprus for some needed R&R, I had braced myself for a terribly long layover in Athens due to the way the flights were originally scheduled. When I checked in for the first flight this morning, I then found out that the last flight was rescheduled now for over three hours later, making the layover about 11 hours.
Much to my surprise, and without asking or expecting it, the airline offered to give me a hotel room for the day along with lunch and dinner. Suddenly, the value I have received from this ticket purchase has grown incrementally, and as I write this post from the lobby computer, I am thoroughly impressed by the way Olympic Airlines has more than exceeded my wildest expectations.
What ways can you surprise your customers or clients with unexpected, but significant, value-adds to blow away their expectations??
Today, on my way to Cyprus for some needed R&R, I had braced myself for a terribly long layover in Athens due to the way the flights were originally scheduled. When I checked in for the first flight this morning, I then found out that the last flight was rescheduled now for over three hours later, making the layover about 11 hours.
Much to my surprise, and without asking or expecting it, the airline offered to give me a hotel room for the day along with lunch and dinner. Suddenly, the value I have received from this ticket purchase has grown incrementally, and as I write this post from the lobby computer, I am thoroughly impressed by the way Olympic Airlines has more than exceeded my wildest expectations.
What ways can you surprise your customers or clients with unexpected, but significant, value-adds to blow away their expectations??
Behind the Barricades
I felt as though I was rushing the castle, jumping the moat and scaling the massive walls amidst flying arrows and boiling oil in an attempt to get to the fair maiden trapped in the tower.
I had to call an airline "customer service" line last night for our upcoming trip to Turkey, and found myself battling endless loops of automated responses, setting up digital voice ID's for my account, verifying passwords, giving up and returning no less than three different times. By the time I did figure out how to get behind the barricades and speak to a real live person, she was so very kind and helpful, eager to assist however she could, and it was a surprisingly positive experience.
Why they have to make it so difficult for me to get to that positive experience is beyond me. Had this not been a necessary question I needed answered, I would have long given up on trying to get through the barriers, and would never have had the positive part of the experience.
In your business, are there barricades that your customers have to surpass before they get the positive experience you work so hard to provide?
I had to call an airline "customer service" line last night for our upcoming trip to Turkey, and found myself battling endless loops of automated responses, setting up digital voice ID's for my account, verifying passwords, giving up and returning no less than three different times. By the time I did figure out how to get behind the barricades and speak to a real live person, she was so very kind and helpful, eager to assist however she could, and it was a surprisingly positive experience.
Why they have to make it so difficult for me to get to that positive experience is beyond me. Had this not been a necessary question I needed answered, I would have long given up on trying to get through the barriers, and would never have had the positive part of the experience.
In your business, are there barricades that your customers have to surpass before they get the positive experience you work so hard to provide?
JCI Ireland National Convention Training Sessions
About 40 young entrepreneurs from 5 different countries participated in the Birdhouse Business and Assembling Success in Cork, Ireland on October 13th. This was the first time every single team actually completed a birdhouse! Thanks to everyone for their participation!
Gather in Glasgow Training Sessions
JCI Glasgow training event
Members and guests of JCI Glasgow joined us on October 10th for an evening of interactive training. This was our first training to a non-North American audience, and it was a great experience for us to see the subtle cultural differences come out in the discussions. The group did the Target Market Game, Assembling Success, and Elevator Pitch. Thanks to all those who attended after a busy workday!
Being Exceptional Escaped Them!
We began our long journey home yesterday from the Scotland/Ireland leg of the Trucker Management World Tour (pictures from all training sessions to be posted over this week!), with the airline we were flying with from Cork to Edinburgh missing a chance to be exceptional and create cheerleaders for themselves in us.
When I checked in, I was informed that my bags were over the weight limit, which I expected due to the training supplies and books we were carting around, but for which I was forgiven by the same airline on the initial trip down two days prior. The check-in person quickly wrote out a slip and curtly sent me over to the excess baggage counter, where I was billed 105 Euros - about $140 CAD. Fair enough - they have their rules for good reason, and I "got away" with one on the way down anyway, so no reason to complain.
But when we boarded the plane, and discovered that the flight was less than one-quarter full, I was angered by the fact that I was still charged this when in fact I was helping the flight by having overweight bags (they actually had those of us in the first ten rows stay seated while the others departed to keep the plane steady, since there wasn't enough baggage weight!).
Anyway, fair is fair - I broke their rules, and so have no right to feel upset from being made to pay as a result. But, the airline missed a great chance to be exceptional in their customer service and turn me into a cheerleader shouting their praises to everyone I come across by not charging it to me, especially given the status of the flight.
Are you seizing every opportunity to create cheerleaders for your business?
(PS. redemption for the Glasgow airport after our unfortunate "left baggage" incident there on Friday (see "Slainte from Ireland" post) - the airline there didn't charge me the excess baggage charge either for the final flight home, where I was even more over the limits!!)
When I checked in, I was informed that my bags were over the weight limit, which I expected due to the training supplies and books we were carting around, but for which I was forgiven by the same airline on the initial trip down two days prior. The check-in person quickly wrote out a slip and curtly sent me over to the excess baggage counter, where I was billed 105 Euros - about $140 CAD. Fair enough - they have their rules for good reason, and I "got away" with one on the way down anyway, so no reason to complain.
But when we boarded the plane, and discovered that the flight was less than one-quarter full, I was angered by the fact that I was still charged this when in fact I was helping the flight by having overweight bags (they actually had those of us in the first ten rows stay seated while the others departed to keep the plane steady, since there wasn't enough baggage weight!).
Anyway, fair is fair - I broke their rules, and so have no right to feel upset from being made to pay as a result. But, the airline missed a great chance to be exceptional in their customer service and turn me into a cheerleader shouting their praises to everyone I come across by not charging it to me, especially given the status of the flight.
Are you seizing every opportunity to create cheerleaders for your business?
(PS. redemption for the Glasgow airport after our unfortunate "left baggage" incident there on Friday (see "Slainte from Ireland" post) - the airline there didn't charge me the excess baggage charge either for the final flight home, where I was even more over the limits!!)
Slainte from Ireland!
The next leg of the Trucker Management World Tour brings us now to Cork, Ireland. We had a very enthusiastic group of about 40 young professionals at our training this morning - pictures to be posted very soon!
We have talked in previous posts about the "Hotel California Complex", where your last impression about a place or business is as important as the first, and no matter how good of an experience you had, it can all be overshadowed by one bad experience at the end. We experienced this yesterday in leaving Glasgow. Adding significant stress and trouble to our very gracious and understanding hosts, we raced off to the Glasgow airport before heading to Edinburgh for our flight, in an attempt to leave a few heavy bags behind for a few days until we return to Glasgow to fly home.
After a skillful exhibition of driving to get us there quickly, we raced inside, found the "left baggage" office, and headed inside. We were met with "Left baggage? We don't have any today - the machine is down.". End of story. No alternatives offered, no compassion shown. The automated payment machine was broken, and the airport had no contingency plan in place for something that should have an easy alternative. The courageous efforts of our hosts were all for nothing.
Fortunately, we had another option (stashing them in Edinburgh instead of Glasgow), but imagine if we didn't have another choice? Halfway around the world, and forced to carry heavy luggage about to places we didn't need it.
Fortunately, Glasgow has one more chance to make it up to us (the rest of our experiences there have been fantastic) when we return to head home. In your business, you won't always get a second chance to make a last impression, so make sure they are all positive ones!
We have talked in previous posts about the "Hotel California Complex", where your last impression about a place or business is as important as the first, and no matter how good of an experience you had, it can all be overshadowed by one bad experience at the end. We experienced this yesterday in leaving Glasgow. Adding significant stress and trouble to our very gracious and understanding hosts, we raced off to the Glasgow airport before heading to Edinburgh for our flight, in an attempt to leave a few heavy bags behind for a few days until we return to Glasgow to fly home.
After a skillful exhibition of driving to get us there quickly, we raced inside, found the "left baggage" office, and headed inside. We were met with "Left baggage? We don't have any today - the machine is down.". End of story. No alternatives offered, no compassion shown. The automated payment machine was broken, and the airport had no contingency plan in place for something that should have an easy alternative. The courageous efforts of our hosts were all for nothing.
Fortunately, we had another option (stashing them in Edinburgh instead of Glasgow), but imagine if we didn't have another choice? Halfway around the world, and forced to carry heavy luggage about to places we didn't need it.
Fortunately, Glasgow has one more chance to make it up to us (the rest of our experiences there have been fantastic) when we return to head home. In your business, you won't always get a second chance to make a last impression, so make sure they are all positive ones!
Aye! We're in Scotland!
We arrived in Glasgow this morning for our whirlwind tour. It was a pretty smooth trip but I almost felt inclined (or inspired maybe) to give a copy of Trucker Management to the parents sitting in front of us that had a screaming 2 year old with them. Some of you maybe wondering how parents could benefit from a small business book? Contingency Planning 101! I got the impression that they thought their little girl would sleep the whole way since it was the red-eye flight, so they didn't pack any toys, books or very many snacks (as far as I could tell anyway because I never saw any). My experience as a parent of a 3 1/2 year old has taught me, hope for the best but plan for the worst. Snacks, diapers, toys, music, movies, bribes, a grandma to help. Pack anything and everything you possible can fit in a carry-on for your sake and the sake of the other passengers! I'm not sure who is worse off, the parents that can now nap with their very tired 2 year old, or us embarking on a new leg of the world tour!
Over the next 4 days we will be doing 4 small business events. It should be a busy week so keep visiting our blog for stories and pictures. On the weekend we head to Ireland for more training. The world tour is in full motion now!
Over the next 4 days we will be doing 4 small business events. It should be a busy week so keep visiting our blog for stories and pictures. On the weekend we head to Ireland for more training. The world tour is in full motion now!
Franchise Frustrations
Even the biggest global franchises, ones you would expect to have systems and training so thorough and established as to prevent them, are still prone to making some of the most common mistakes in business related to lack of attention.
All of the ideas and tools in Trucker Management boil back down to one basic notion - in your business, you always need to be paying attention. To everything. The ideas and tools we offer can help make that a little easier for you, and this past week I saw not one but two franchises, even with all the resources they have at their disposal, be guilty of letting their guard down. (hmmm....I smell a couple of potential book sales!)
The first was on what for me was a rare foray into a large department store. I was shocked that, even with dedicated staff people standing nearby whose sole job is to greet people entering, the area where the shopping carts were stored was absolutely overrun by litter!! There was so much that it couldn't possibly have accumulated in the past hour or two, likely not even in that day alone! The discarded bags, cups, newspapers (where all this stuff came from, I don't know - it wasn't stuff for sale in the store!) made it difficult to even get a cart out of the paddock.
Then, tonight on the way home, I passed a fast food place whose sign outside was advertising the return of a special item. But, it read "There back!", instead of "They're back!" Incorrect grammar on signs is definitely one of my pet peeves - to me there is no greater indication that those running the business are not paying attention.
Take a quick look around your business - are you being better than these franchises??
All of the ideas and tools in Trucker Management boil back down to one basic notion - in your business, you always need to be paying attention. To everything. The ideas and tools we offer can help make that a little easier for you, and this past week I saw not one but two franchises, even with all the resources they have at their disposal, be guilty of letting their guard down. (hmmm....I smell a couple of potential book sales!)
The first was on what for me was a rare foray into a large department store. I was shocked that, even with dedicated staff people standing nearby whose sole job is to greet people entering, the area where the shopping carts were stored was absolutely overrun by litter!! There was so much that it couldn't possibly have accumulated in the past hour or two, likely not even in that day alone! The discarded bags, cups, newspapers (where all this stuff came from, I don't know - it wasn't stuff for sale in the store!) made it difficult to even get a cart out of the paddock.
Then, tonight on the way home, I passed a fast food place whose sign outside was advertising the return of a special item. But, it read "There back!", instead of "They're back!" Incorrect grammar on signs is definitely one of my pet peeves - to me there is no greater indication that those running the business are not paying attention.
Take a quick look around your business - are you being better than these franchises??
The Official Trucker Management Book Launch Event
Everyone's invited (but you do need to RSVP please) to our official book launch on October 23. There will be some free munchies, a game or two to showoff the book and of course signed copies of the book will be available for sale.
Launch Details:
Tuesday, October 23rd
5:00-7:00pm
Tango (331 King Street East)
Kingston, ON
Free munchies, Cash Bar
RSVP: info@truckermanagement.com
We're live!! Book available for sale now!
That magical day finally came yesterday when we got our hands on an actual, real printed copy of Trucker Management!!
It was a great feeling to see everything come to fruition, and we want to thank all of our friends, family and colleagues for their continued support - it has been great having all of you ask us regularly about the progress of the book, and we're thrilled to now be able to share it with you!
The order function on our website at www.truckermanagement.com is now live, and you can place your credit card order there on our secure site. Our main shipment of books is coming in about 10 days, and so orders will begin to ship immediately after that. Our official launch will be here in Kingston on October 23rd - more details to follow soon.
As always, we are still looking for more opportunities for speaking and training gigs related to the book, and are looking forward to those we already have lined up for the coming months. Watch our website for updates on where we'll be, and please contact us if you wish to inquire about having us come and visit you.
And, at the risk of sounding like we spent too much time in Calgary last week....yeehaw!!
It was a great feeling to see everything come to fruition, and we want to thank all of our friends, family and colleagues for their continued support - it has been great having all of you ask us regularly about the progress of the book, and we're thrilled to now be able to share it with you!
The order function on our website at www.truckermanagement.com is now live, and you can place your credit card order there on our secure site. Our main shipment of books is coming in about 10 days, and so orders will begin to ship immediately after that. Our official launch will be here in Kingston on October 23rd - more details to follow soon.
As always, we are still looking for more opportunities for speaking and training gigs related to the book, and are looking forward to those we already have lined up for the coming months. Watch our website for updates on where we'll be, and please contact us if you wish to inquire about having us come and visit you.
And, at the risk of sounding like we spent too much time in Calgary last week....yeehaw!!
Colored Pics from the Book
In our book (Trucker Management) we showcase some photos and businesses but the photos are in black and white. To get a real sense what we're talking about, it's best to seem them in color, so here they are.
A Day in the Life....in Calgary!
We had a very enthusiastic group at our "Day in the Life" training session at the JCI National Convention in Calgary last Friday....and talk about dedication to their characters! Our "Sick Employee" actually was sick, and our "Banker" was actually a banker!
Here are a few pics of our cast in action - thanks to all those who attended!
Pet Peeve - Take my Money!
One of the things that drives me batty is having to wait for an extended period of time at the end of a meal for the waitstaff to finally bring a bill so I can pay and leave - no matter how good the service had been to that point, and how tasty the meal was, a bad taste can remain in my mouth if the final part of my experience is a disappointing one.
Lindsey talked about this a few weeks ago with our "Hotel California Complex" experience in Atlanta, and we experienced it again twice last week with one of the restaurants in the Toronto airport. We ate there on both legs of our trip to and from the JCI Canada National Convention in Calgary. Both times, the initial service was very fast, from bringing menus to bringing the meals.
But, both times, we had an extended wait to receive the bill. Of all the things any business could be slack about in serving their customers, I am continually amazed by the number who don't seem in any hurry to take my money!
The lesson for any small business is to ensure that the experience you provide your customers is a consistent one from start to finish. They should feel as important and appreciated at the end of their experience as they did at the start. If you are quick to bring me a menu and take my order, but then slow or negligent in letting me pay and get on with my day, it feels as though somehow while I was there I became less important to you.
In your business, are your customers attended to the same way throughout their experience, or do you leave a bad taste in their mouth by letting your attention dwindle?
Lindsey talked about this a few weeks ago with our "Hotel California Complex" experience in Atlanta, and we experienced it again twice last week with one of the restaurants in the Toronto airport. We ate there on both legs of our trip to and from the JCI Canada National Convention in Calgary. Both times, the initial service was very fast, from bringing menus to bringing the meals.
But, both times, we had an extended wait to receive the bill. Of all the things any business could be slack about in serving their customers, I am continually amazed by the number who don't seem in any hurry to take my money!
The lesson for any small business is to ensure that the experience you provide your customers is a consistent one from start to finish. They should feel as important and appreciated at the end of their experience as they did at the start. If you are quick to bring me a menu and take my order, but then slow or negligent in letting me pay and get on with my day, it feels as though somehow while I was there I became less important to you.
In your business, are your customers attended to the same way throughout their experience, or do you leave a bad taste in their mouth by letting your attention dwindle?
Not a Podium Performance!
Yesterday, here in Calgary a group of us headed out to Calgary Olympic Stadium. We were all excited for the tour and the zipline. Upon arrival we got a brief introduction to the park while sitting on the bus, then handed a headset and sent out on our way for the self guided tour. The word guided should be used very lightly. We got to the top where the ski jumping happens and wandered around looking for something to look at. We didn't have a map, the headsets didn't work and none of us had ever been there before. When we asked a staff person what to see and do up there, he said that he only worked on the zipline and knew nothing else about the park. There wasn't a single sign or map to be found. The most exciting thing we saw at the top was the room where the current athletes in training kept their wetsuits - woohoo!
So, down to the bottom we went. Again not much to do, the museum was neat but nothing really to write home about (maybe just to write a blog about). The podium and flags out front where everyone wants their picture, was also a sad case of affairs with most of the flags being ripped and torn.
As we went to get back on the bus, the guide (well - not really a guide, more like just a staff member) asked us to pay inside - $14! I think since it was self-guided I should have paid myself for the tour, it definitely wasn't worth paying anyone else for it.
The only value I got from the day was a story, and for those of you that know me, know that I do like stories, I just wish this one had had a gold place finish.
So, down to the bottom we went. Again not much to do, the museum was neat but nothing really to write home about (maybe just to write a blog about). The podium and flags out front where everyone wants their picture, was also a sad case of affairs with most of the flags being ripped and torn.
As we went to get back on the bus, the guide (well - not really a guide, more like just a staff member) asked us to pay inside - $14! I think since it was self-guided I should have paid myself for the tour, it definitely wasn't worth paying anyone else for it.
The only value I got from the day was a story, and for those of you that know me, know that I do like stories, I just wish this one had had a gold place finish.
YeeHaw! We're in Calgary
Stop number 3 on the world tour! We arrived Tuesday in Calgary to a balmy 5 degrees and light flurries - much different then the 25 degrees and smog advisory in Kingston.
Tomorrow we're doing the Day in the Life of an Entrepreneur training session at the JCI Canada National Convention. There are over 125 dynamic young leaders registered from across Canada. Wonder what they'll think when they see the costumes they have to wear - not your typical conference training session!
Check back in a few days for some pics and stories about our trip.
Tomorrow we're doing the Day in the Life of an Entrepreneur training session at the JCI Canada National Convention. There are over 125 dynamic young leaders registered from across Canada. Wonder what they'll think when they see the costumes they have to wear - not your typical conference training session!
Check back in a few days for some pics and stories about our trip.
Over planning can be Overkill
We always talk about (and even write about in Trucker Management) that planning, from business planning to contingency planning, is key to small business success - and it is. At the same time however, there comes a time when enough is enough and it's time to stop planning and start doing.
A Junior Chamber chapter this year experienced how over planning can be overkill. JCI provides tools and templates for the individual chapter to complete a yearly business plan. The challenge is that the organization has a pretty diverse mission and a vague target market (only defined by age). In one city, the JC's may look like a business networking association, in another a community club and in another a social group. The other challenge is that the Board of Directors completely changes over every year, so the plan starts from scratch every year. Every chapter struggles with trying to be everything to everyone. So, this chapter we're talking about, spent many months planning who they were, who their target market was and what programming would occur. Then when the President had to leave half way through the year, the new board had to go back into planning mode before the first plan was complete. For 7 months the chapter was planning what it would be doing for the year, even though the year was almost over.
In September, the chapter realized enough is enough and that the planning phase had actually deterred members from attending and joining. So in September they DID something, not just talked about it. The talk on the town the last few weeks had much and improved.
A good quote to sum this up is:
Ready. Fire. Aim.
is better than
Ready. Aim. Aim. Aim. Aim. Aim...
A Junior Chamber chapter this year experienced how over planning can be overkill. JCI provides tools and templates for the individual chapter to complete a yearly business plan. The challenge is that the organization has a pretty diverse mission and a vague target market (only defined by age). In one city, the JC's may look like a business networking association, in another a community club and in another a social group. The other challenge is that the Board of Directors completely changes over every year, so the plan starts from scratch every year. Every chapter struggles with trying to be everything to everyone. So, this chapter we're talking about, spent many months planning who they were, who their target market was and what programming would occur. Then when the President had to leave half way through the year, the new board had to go back into planning mode before the first plan was complete. For 7 months the chapter was planning what it would be doing for the year, even though the year was almost over.
In September, the chapter realized enough is enough and that the planning phase had actually deterred members from attending and joining. So in September they DID something, not just talked about it. The talk on the town the last few weeks had much and improved.
A good quote to sum this up is:
Ready. Fire. Aim.
is better than
Ready. Aim. Aim. Aim. Aim. Aim...
Silent but deadly
Sometimes "quiet" communications in your small business can actually be quite "loud" or deadly in their effectiveness, and I recently saw two great examples of this.
The first was a home daycare in Whitby, who kept a giant scoreboard out front of the home, with large two-foot letters that looked like this:
Infants 0
Juniors 2
Seniors 0
What a simple, but powerful, way to let everyone passing by how many available spots you had! Imagine the administrative time they save by not having to answer endless phone calls about if they have any free spaces!
The second is something I noticed recently here in Kingston. For a while now, there has been a 1-800-Got-Junk truck parked in the very front corner of a strip-mall parking lot at a very busy residential intersection. The first time I saw it, I thought maybe it had been left there for the night for convenience. But, having seen it there now every time since, it must be deliberately being parked there for visibility. Because their branding and other communications strategies are so effective (including having the phone number so clearly plastered down both sides of the truck), simply parking the truck and leaving it there in a high-traffic area shouts a loud reminder to hundreds of people a day about their services.
Does your business's silent communications shout as loudly as these examples?
The first was a home daycare in Whitby, who kept a giant scoreboard out front of the home, with large two-foot letters that looked like this:
Infants 0
Juniors 2
Seniors 0
What a simple, but powerful, way to let everyone passing by how many available spots you had! Imagine the administrative time they save by not having to answer endless phone calls about if they have any free spaces!
The second is something I noticed recently here in Kingston. For a while now, there has been a 1-800-Got-Junk truck parked in the very front corner of a strip-mall parking lot at a very busy residential intersection. The first time I saw it, I thought maybe it had been left there for the night for convenience. But, having seen it there now every time since, it must be deliberately being parked there for visibility. Because their branding and other communications strategies are so effective (including having the phone number so clearly plastered down both sides of the truck), simply parking the truck and leaving it there in a high-traffic area shouts a loud reminder to hundreds of people a day about their services.
Does your business's silent communications shout as loudly as these examples?
Pet Peeve - Things I Shouldn't Know
In Trucker Management, we talk about how your staff, not only their appearance but also their behaviour, are a big aspect within the interior of your business space, just like your decor, displays, etc.. One of my biggest pet peeves in business is having to endure listening to employees talk about things that I shouldn't know or have to hear about - crappy schedules, bitchy co-workers, or other gripes that reflect negatively on the business they are working for.
I was in a coffee shop in Manotick the other day, and while waiting for a bagel, learned about how two managers were hammered beyond comprehension the first time these two staff people met them (presumably not at work but at some non-work event). I learned, in far too much detail, about the way they slurred their words and vomitted on a lawn.
But perhaps even more importantly, because these two obviously have no regard for these managers in the way they spoke about them, neither then did I. My senses became immediately more acute for finding faults in the business operation, because I expected there to be some given the negative perceptions I had of the management without even seeing them. All of the sudden, the toaster was taking too long, the lobby floor was too dirty, and I was convinced somehow my order would be wrong when I got it.
This is an experience I have to endure far too often in many businesses. Watch and listen to your staff carefully. If they are having inappropriate conversations in from of customers, correct it immediately. You never know what I might learn about you that I don't want to know!!
I was in a coffee shop in Manotick the other day, and while waiting for a bagel, learned about how two managers were hammered beyond comprehension the first time these two staff people met them (presumably not at work but at some non-work event). I learned, in far too much detail, about the way they slurred their words and vomitted on a lawn.
But perhaps even more importantly, because these two obviously have no regard for these managers in the way they spoke about them, neither then did I. My senses became immediately more acute for finding faults in the business operation, because I expected there to be some given the negative perceptions I had of the management without even seeing them. All of the sudden, the toaster was taking too long, the lobby floor was too dirty, and I was convinced somehow my order would be wrong when I got it.
This is an experience I have to endure far too often in many businesses. Watch and listen to your staff carefully. If they are having inappropriate conversations in from of customers, correct it immediately. You never know what I might learn about you that I don't want to know!!
Little Things, Big Difference
In Ottawa yesterday I saw another few examples of businesses doing small, easy things that made a big difference.
When we arrived at the hotel we were staying at, one I had been to before, I noticed a New Zealand flag flying outside, next to the Canadian ones over the entrance. I thought maybe the owners were from New Zealand, and proudly flying their colours. When we got inside, we discovered that in fact the New Zealand Rifle Team were headquartered there, in town for some sort of competition. Imagine travelling around the world, and being greeted with your flag outside your hotel! Talk about being exceptional in your business!!
The second example was at the restaurant we had dinner at last night. Shortly after we ordered, the waiter came over to inform the two people I was with that they had run out of the type of bun they ordered for their burgers, and to find out what other option they wanted. Within a few minutes of that, the manager was at our table to give them a coupon for a free shake. Not a big thing, but impressive that they were so eager to compensate for something we hadn't even given a second thought to as a problem.
Some more examples of easy, simple ways to be exceptional in your business, and in the experiences you create for your customers. What little things are you doing in your business to be exceptional??
When we arrived at the hotel we were staying at, one I had been to before, I noticed a New Zealand flag flying outside, next to the Canadian ones over the entrance. I thought maybe the owners were from New Zealand, and proudly flying their colours. When we got inside, we discovered that in fact the New Zealand Rifle Team were headquartered there, in town for some sort of competition. Imagine travelling around the world, and being greeted with your flag outside your hotel! Talk about being exceptional in your business!!
The second example was at the restaurant we had dinner at last night. Shortly after we ordered, the waiter came over to inform the two people I was with that they had run out of the type of bun they ordered for their burgers, and to find out what other option they wanted. Within a few minutes of that, the manager was at our table to give them a coupon for a free shake. Not a big thing, but impressive that they were so eager to compensate for something we hadn't even given a second thought to as a problem.
Some more examples of easy, simple ways to be exceptional in your business, and in the experiences you create for your customers. What little things are you doing in your business to be exceptional??
What's Your Sign (Saying)?
Many businesses use those signs with rows of spaces in which they can change around letters, either as stand-alone rentals, or often on the bottom part of their main "logo" signage. This clever marketing tool allows them to keep their messaging current, informing potential customers of the latest specials, or simply offering clever messages to help build their brand and get noticed.
On a one block span of my city, I saw two businesses today who are failing miserably at utilizing this key marketing tool. Not only are they not using it properly, it actually detracts from their business.
One is a bar/nightclub, whose sign said "TONIGHT" in big red letters on the top line, and then had....nothing....on the bottom three lines beneath it. Wheweee!! Let's round up the gang and head in there tonight!! Are they closed...or just boring??
The other is a computer sales/rental place, who has a sign high-up on the side of their building. The sign is still advertising "XMAS TOYS", which is bad enough itself for the obvious lack of attention that has been paid to keeping it current, but the bottom part of the sign now says "GET DRUNC", thanks no doubt to the clever work of some of the local students. This could be forgivable if the "GET DRUNC" was fixed as soon as it was noticed....but I know it has been that way for at least a month!!
Your signs say a lot about your business...especially those "temporary" ones where you get to change around the message frequently. What is your sign saying about you?
On a one block span of my city, I saw two businesses today who are failing miserably at utilizing this key marketing tool. Not only are they not using it properly, it actually detracts from their business.
One is a bar/nightclub, whose sign said "TONIGHT" in big red letters on the top line, and then had....nothing....on the bottom three lines beneath it. Wheweee!! Let's round up the gang and head in there tonight!! Are they closed...or just boring??
The other is a computer sales/rental place, who has a sign high-up on the side of their building. The sign is still advertising "XMAS TOYS", which is bad enough itself for the obvious lack of attention that has been paid to keeping it current, but the bottom part of the sign now says "GET DRUNC", thanks no doubt to the clever work of some of the local students. This could be forgivable if the "GET DRUNC" was fixed as soon as it was noticed....but I know it has been that way for at least a month!!
Your signs say a lot about your business...especially those "temporary" ones where you get to change around the message frequently. What is your sign saying about you?
Action in Atlanta!
We had a great time with the two training sessions we did at the JCI MetNet conference in Atlanta. Attached are a few pics of our participants in action. We've always warned you that at our sessions you don't simply sit in your seat and listen to us talk...and here's the proof!
Thanks to all those who attended in Atlanta for being such good sports and making it fun for us too!
Hotel California Complex
So our International readers may not get this, but the Canadian readers sure will. The Eagles had a successful song called Hotel California. The last line is 'You can check-out any time you like, But you can never leave!'. Last week in Atantla I had that exact experience, and it made me think that first impressions are not the only important thing - last impressions are equally important.
As I was trying to check out of the hotel (which otherwise was exceptional), the line-up was out the door and the staff all seemed very panicked with the large crowds. Checking out took over 1/2 hr - which is the last contact I had with them and leaves a little bit of a sour taste in my mouth when I mention their name to anyone.
Then again, at the airport our flight experienced a 1 hour delay in the airport and then another hour and half delay once we boarded. Now, we can't exactly blame them for the weather (although some people tried), but there were still things they could have done better so that I wasn't so frustrated:
As I was trying to check out of the hotel (which otherwise was exceptional), the line-up was out the door and the staff all seemed very panicked with the large crowds. Checking out took over 1/2 hr - which is the last contact I had with them and leaves a little bit of a sour taste in my mouth when I mention their name to anyone.
Then again, at the airport our flight experienced a 1 hour delay in the airport and then another hour and half delay once we boarded. Now, we can't exactly blame them for the weather (although some people tried), but there were still things they could have done better so that I wasn't so frustrated:
- more frequent updates on the situation
- food & beverage service
- de-board until ready for departure
- music or movies
Maybe the Hotel California complex is part of their tourism strategy, but I don't know if it's a good one. Lasting impressions are a combination of first and LAST impressions. What impression are you leaving your customers with?
Bestseller here we come! First book sale made!
With the final printing/publication date of Trucker Management still two months away, we are thrilled to announce that we have our first paid order in hand!
Muchas gracias to Sergio from Puerto Rico for making our first sale an international one! He will receive his signed copy as soon as it rolls off the presses.
Muchas gracias to Sergio from Puerto Rico for making our first sale an international one! He will receive his signed copy as soon as it rolls off the presses.
If it's broke....maybe DON'T fix it!
In one of the training sessions we delivered yesterday at the JCI MetNet Conference in Atlanta, GA, we had participants out and about doing their own Circle Check of the hotel we were in. As we discussed the various aspects of the hotel that they checked on, and the faults they found, the natural tendency of course is to talk about the need to fix them immediately.
One of our participants brought up a great point, and asked if it wasn't possible to make a place too sterile or too "perfect". As we discuss in Trucker Management about being "exceptional" in your business space, a key component of that is being "consistent". And so, if your business or brand or image is not one of perfection, or your customers are not expecting (or even moreso, don't want) a pristine environment, then your Circle Checks take on a different flavour. You need to look much less at things that need to be "fixed" in a traditional maintenance sense, and more at things that are consistent with the expectations of your customers.
This was reinforced last night when we headed out to one of the midtown bars. The target market of this place was obviously 20-somethings, perhaps largely students, and the decor, staff dress, drink prices and selection and even admission policy ($5 for guys, no charge for women) reflected that. Once inside, we noticed that the ceiling wasn't finished - simply exposed beams and insulation. In many businesses, spotting this in a Circle Check might scream "fix it!". But, for this business, this absolutely fit. Here was a business that understood what was and wasn't important to their clientele in creating and maintaing their space. Scuffed wooden floors and exposed ceilings enhanced the business instead of detracting from it.
A professional office needs its exposed ceiling finished or fixed immediately..... a bar for 20-somethings doesn't.
One of our participants brought up a great point, and asked if it wasn't possible to make a place too sterile or too "perfect". As we discuss in Trucker Management about being "exceptional" in your business space, a key component of that is being "consistent". And so, if your business or brand or image is not one of perfection, or your customers are not expecting (or even moreso, don't want) a pristine environment, then your Circle Checks take on a different flavour. You need to look much less at things that need to be "fixed" in a traditional maintenance sense, and more at things that are consistent with the expectations of your customers.
This was reinforced last night when we headed out to one of the midtown bars. The target market of this place was obviously 20-somethings, perhaps largely students, and the decor, staff dress, drink prices and selection and even admission policy ($5 for guys, no charge for women) reflected that. Once inside, we noticed that the ceiling wasn't finished - simply exposed beams and insulation. In many businesses, spotting this in a Circle Check might scream "fix it!". But, for this business, this absolutely fit. Here was a business that understood what was and wasn't important to their clientele in creating and maintaing their space. Scuffed wooden floors and exposed ceilings enhanced the business instead of detracting from it.
A professional office needs its exposed ceiling finished or fixed immediately..... a bar for 20-somethings doesn't.
The Unconscious Circle Check
I was having dinner with a couple of friends the other night in a new restaurant, and over the course of our time there we surveyed the space and commented to each other about things we saw within the operations and premises that maybe could use some improvements. Although this was just a matter of our dinner conversation given the entrepreneurial nature of the three of us, we were essentially doing a Circle Check of the business and its space without setting out to do so.
The need for doing regular Circle Checks of your small business space was proven very clearly - even without formally undertaking or consciously intending to do so, we as customers were giving the space our own critical evaluation as an indication of the business' likely success. It is simply inherent human nature that people will examine their surroundings and make judgements or decisions based on what they see. As a business owner, you need to ensure that when visitors to your space do this, they get only a positive message about your business.
Your customers are doing their own, informal Circle Checks of your business space, so you better make sure you are doing them too to catch what they might find!
The need for doing regular Circle Checks of your small business space was proven very clearly - even without formally undertaking or consciously intending to do so, we as customers were giving the space our own critical evaluation as an indication of the business' likely success. It is simply inherent human nature that people will examine their surroundings and make judgements or decisions based on what they see. As a business owner, you need to ensure that when visitors to your space do this, they get only a positive message about your business.
Your customers are doing their own, informal Circle Checks of your business space, so you better make sure you are doing them too to catch what they might find!
The Quiet Try-It Method
Twice in the last month I've come across 2 businesses using the 'quiet try-it' method of launching their business. Now, coming from a marketing background, I'm used to the 'go big or go home' approach with big grand openings and big media announcements. So at first I wasn't totally into the idea of the quiet approach, but I'm always up for something new, and was happily surprised.
The first business was a very unique service offering in Kingston, a hair salon catering only to children. The quiet approach for them actually worked to drum up interest in this 'secret' new business with an invite only event. It got people murmuring about it all over town. And when the moment was right she then did a big grand opening.
The second business was a restuarant - a world where everything that can go wrong during a grand opening - DOES! By using the quiet method it gave them menu feedback, an opportunity to work out the kinks in the kitchen and create some revenue before the official launch.
This is like a pre-opening circle check, not just of the premise but of the actually service as well. Well Done!
The first business was a very unique service offering in Kingston, a hair salon catering only to children. The quiet approach for them actually worked to drum up interest in this 'secret' new business with an invite only event. It got people murmuring about it all over town. And when the moment was right she then did a big grand opening.
The second business was a restuarant - a world where everything that can go wrong during a grand opening - DOES! By using the quiet method it gave them menu feedback, an opportunity to work out the kinks in the kitchen and create some revenue before the official launch.
This is like a pre-opening circle check, not just of the premise but of the actually service as well. Well Done!
Timing is everything
On June 26th, there was a big grand opening gala event for a new business opening here in Kingston in an increasingly competitive market. The event was going to include appearances by local politicians and other celebrities.
News of this special event was spread through direct mail pieces delivered by hand through Canada Post. Problem was....I received my "invitation" on June 27th.....and my sister had hers delivered to her home on June 28th.
All the money that went into the planning, design and printing of these glossy, full colour pieces was all wasted for at least two areas of the city by the delivery not happening until after the event took place. How much confidence would you have then in this business being able to properly meet your needs if they can't even coordinate such an important piece of information properly? Is your small business avoiding the same negative impression to potential customers in the way it communicates to them?
News of this special event was spread through direct mail pieces delivered by hand through Canada Post. Problem was....I received my "invitation" on June 27th.....and my sister had hers delivered to her home on June 28th.
All the money that went into the planning, design and printing of these glossy, full colour pieces was all wasted for at least two areas of the city by the delivery not happening until after the event took place. How much confidence would you have then in this business being able to properly meet your needs if they can't even coordinate such an important piece of information properly? Is your small business avoiding the same negative impression to potential customers in the way it communicates to them?
Well, another milestone down! We are so excited that our website is now officially launched - www.truckermanagement.com. It provides a detailed overview of the book, some of our training seminar and keynote descriptions and more information about us. Soon you will also be able to pre-order copies of the book through the site as well. Thanks to the team at Inter Kingston for their expertise in getting the site finished.
We also started our "world tour" last week in Brantford, Ontario. We have World Tour t-shirts highlighting the cities we'll be visiting during our international book launch and training tour that you can buy too! We're still looking for more cities to add to the tour, so any help you can provide, we'll gladly take you up on it.
The book is finally off to the publisher too - so it's been a crazy few months - but we've hit the road at full speed and are gearing up for the official launch in early September. The next stop on the World Tour is Atlanta at the end of July.
Lastly, remember that we frequently update our small business blog with short tips and tricks for small business - so visit it often http://igniteyoursmallbiz.blogspot.com. So we'll keep you posted as the time draws closer, but look for official book launch events in the fall!
Lindsey Fair and Matt Hutcheon
We also started our "world tour" last week in Brantford, Ontario. We have World Tour t-shirts highlighting the cities we'll be visiting during our international book launch and training tour that you can buy too! We're still looking for more cities to add to the tour, so any help you can provide, we'll gladly take you up on it.
The book is finally off to the publisher too - so it's been a crazy few months - but we've hit the road at full speed and are gearing up for the official launch in early September. The next stop on the World Tour is Atlanta at the end of July.
Lastly, remember that we frequently update our small business blog with short tips and tricks for small business - so visit it often http://igniteyoursmallbiz.blogspot.com. So we'll keep you posted as the time draws closer, but look for official book launch events in the fall!
Lindsey Fair and Matt Hutcheon
Policing Your First Impressions
I would never have thought that as I was being given my $300 ticket by the police officer yesterday morning on the side of the highway, that the polite, respectful manner in which he addressed me, and the time he took to explain clearly my options, would be the customer service highlight of my day.
When I arrived at my destination a few hours later, a hotel where I was to give a training session related to Trucker Management to a group of JCI members from across Ontario, I went to the front desk and said "You have a JCI Conference here this weekend?", expecting that the clerk would provide me the name of the meeting room. Instead, I was answered with a shrug of the shoulders and a smirk that could only be interpreted as "I don't know." That's all. No "I'm not sure, let me check for you." Nothing.
Thankfully, a maintenance worker was closeby, and heard me ask, and as the desk clerk continued on with her other work without answering my question, he gave me the name of the room.
When a ticket-issuing police officer beats your business for the feeling of "welcome" someone enjoys, you have some work to do! Make sure to properly police the first impressions your staff are giving your visitors.
When I arrived at my destination a few hours later, a hotel where I was to give a training session related to Trucker Management to a group of JCI members from across Ontario, I went to the front desk and said "You have a JCI Conference here this weekend?", expecting that the clerk would provide me the name of the meeting room. Instead, I was answered with a shrug of the shoulders and a smirk that could only be interpreted as "I don't know." That's all. No "I'm not sure, let me check for you." Nothing.
Thankfully, a maintenance worker was closeby, and heard me ask, and as the desk clerk continued on with her other work without answering my question, he gave me the name of the room.
When a ticket-issuing police officer beats your business for the feeling of "welcome" someone enjoys, you have some work to do! Make sure to properly police the first impressions your staff are giving your visitors.
Battery failure!
One of our previous posts was about your small business "battery", or your contingencies you have in place to fall back on when "normal" things fail.
I saw firsthand a perfect example of a battery failing at one of my clients' the other day. They had a problem with their credit card processing terminal one evening, and had about 8 or 9 charges that they had to take manually. When they attempted to run them through the next day once the terminal was working, they found out that two didn't have all the information they needed. The staff had neglected to take down the final four numbers of the card in one instance, and the expiry date in the other.
So, as a result of this business not having it's "battery" properly charged by way of their staff all being properly trained on how to take down a manual credit card charge, this business was out $134!
Not only do you have to have the back-up plan in place (ie. take card info manually when the terminal goes down), but your staff all need to be properly trained in how to use it!
I saw firsthand a perfect example of a battery failing at one of my clients' the other day. They had a problem with their credit card processing terminal one evening, and had about 8 or 9 charges that they had to take manually. When they attempted to run them through the next day once the terminal was working, they found out that two didn't have all the information they needed. The staff had neglected to take down the final four numbers of the card in one instance, and the expiry date in the other.
So, as a result of this business not having it's "battery" properly charged by way of their staff all being properly trained on how to take down a manual credit card charge, this business was out $134!
Not only do you have to have the back-up plan in place (ie. take card info manually when the terminal goes down), but your staff all need to be properly trained in how to use it!
In your customers' hands
We've all likely seen ads, listings or flyers in hotel rooms for nearby order-in food places, but when I checked into the Clarion Suites in Scranton, PA recently, I saw this kind of marketing stepped up another level. The paper sleeve in which I was handed my room key had printed on the back two special offers from Domino's Pizza for hotel guests, the phone number and hours of delivery. Much more effective than simply a flyer in the desk drawer, or a listing in the guest services directory that I might never see - they got right into my hands so that I had no choice but to notice!
What ways can your business jump out that little bit further ahead of your competition, and get right into the hands of your customers?
What ways can your business jump out that little bit further ahead of your competition, and get right into the hands of your customers?
Battery Power - your small business contingencies
One of the things that smart entrepreneurs will do is create and constantly monitor their "back-up" systems. Just like a trucker has their battery as a back-up to potentially keep their cab heated and emergency lights on if they have a breakdown on a deserted piece of highway, small business owners need to have their own contingencies in place for when they have a "breakdown".
The other day I experienced a properly charged "battery" in action. The automatic ticket printing machine in the municipal parking garage I was entering was not working. At the peak of morning traffic on a busy downtown intersection, this could have been a messy situation with people unable to enter the lot and clear the street. However, the battery was fully charged, and the situation was handled without problem. The staff person in the booth simply handed me a handwritten ticket with the time of my entrance on it, and when I left much later in the day, the new staff person processed this ticket without hesitation or trouble. Pretty impressive for a municpal government operation!
Is your small business battery charged up just as well?
The other day I experienced a properly charged "battery" in action. The automatic ticket printing machine in the municipal parking garage I was entering was not working. At the peak of morning traffic on a busy downtown intersection, this could have been a messy situation with people unable to enter the lot and clear the street. However, the battery was fully charged, and the situation was handled without problem. The staff person in the booth simply handed me a handwritten ticket with the time of my entrance on it, and when I left much later in the day, the new staff person processed this ticket without hesitation or trouble. Pretty impressive for a municpal government operation!
Is your small business battery charged up just as well?
Being "Exceptional" for free
In Trucker Management, we talk about the difference between simply doing the "basics" in your business, or being "exceptional". I ran across a couple of examples of businesses being exceptional recently, which show how you can do so without it costing your business any more money.
Firstly, 21 Degrees, the company who services my furnace and air conditioning unit in my house, have a great way of answering the phone. Instead of the expected "21 Degrees, can I help you?", they answer with something along the lines of "It's a great day here at 21 Degrees. How can I make you smile today?" Something that costs absolutely no more than employees giving the "standard" greeting, but so much more effective. Every time I call them, it makes me smile just hearing them say that.
Secondly, the Waring House is a restaurant, conference centre and cookery school in Prince Edward County, west of Kingston. They are in a rural area and so have a septic bed with which they need to be careful of what waste ends up in there. In the washrooms, instead of a harshly worded warning in bold letters about what NOT to put down the toilet, instead there is a nicely decorated sign that says something like "Welcome to the country! The Waring House is serviced by a septic bed which means that only the one-ply biodegradable toilet paper provided and natural waste can pass through the toilet. Please ensure all other materials are discarded in the trash can." Instead of a stern warning, you receive a welcome, and an explanation.
What ways can you find in your business to be "exceptional", without costing any more money than being "basic" costs?
Firstly, 21 Degrees, the company who services my furnace and air conditioning unit in my house, have a great way of answering the phone. Instead of the expected "21 Degrees, can I help you?", they answer with something along the lines of "It's a great day here at 21 Degrees. How can I make you smile today?" Something that costs absolutely no more than employees giving the "standard" greeting, but so much more effective. Every time I call them, it makes me smile just hearing them say that.
Secondly, the Waring House is a restaurant, conference centre and cookery school in Prince Edward County, west of Kingston. They are in a rural area and so have a septic bed with which they need to be careful of what waste ends up in there. In the washrooms, instead of a harshly worded warning in bold letters about what NOT to put down the toilet, instead there is a nicely decorated sign that says something like "Welcome to the country! The Waring House is serviced by a septic bed which means that only the one-ply biodegradable toilet paper provided and natural waste can pass through the toilet. Please ensure all other materials are discarded in the trash can." Instead of a stern warning, you receive a welcome, and an explanation.
What ways can you find in your business to be "exceptional", without costing any more money than being "basic" costs?
Update on Trucker Management
Things continue to progress towards the printing of our book, Trucker Management. Looks like end of June or early July, and we'll be sure to keep you posted.
We are also already working on securing dates for our "World Tour" to promote the book and offer interactive and innovative training sessions related to the book content. We already know we'll be in the Brantford/St. Catharines area in mid-June, Atlanta in late July, Manitoba and Alberta in September, and hopefully the Maritimes in October before heading to Turkey in November, with other dates and locations to be announced so keep checking in here!
For all of you who have already begin to help us find partnering organizations in each location, THANK YOU! And if you'd like to help us set our sessions up in your neck of the woods, please let us know.
Please watch this space over the coming weeks for more frequent posts, more ideas and thoughts related to small business and entrepreneurship, as well as some more hints and sneak peeks at our book content!
We are also already working on securing dates for our "World Tour" to promote the book and offer interactive and innovative training sessions related to the book content. We already know we'll be in the Brantford/St. Catharines area in mid-June, Atlanta in late July, Manitoba and Alberta in September, and hopefully the Maritimes in October before heading to Turkey in November, with other dates and locations to be announced so keep checking in here!
For all of you who have already begin to help us find partnering organizations in each location, THANK YOU! And if you'd like to help us set our sessions up in your neck of the woods, please let us know.
Please watch this space over the coming weeks for more frequent posts, more ideas and thoughts related to small business and entrepreneurship, as well as some more hints and sneak peeks at our book content!
Ok, so the book is behind schedule...
Well this will probably come to less of a shock for most of you than it did for Matty and I - but our book is a little behind schedule. We are now looking at a June launch instead of May. So if you're one of city tour organizers, please consider some June dates instead.
Moments like this remind us that no matter how much you plan, no matter how many hours you put in, and no matter what business you're in - things change. A small business' business plan is always evolving from the moment it is written, and always make sure to have those contigency plans included!
We'll keep you posted.
Moments like this remind us that no matter how much you plan, no matter how many hours you put in, and no matter what business you're in - things change. A small business' business plan is always evolving from the moment it is written, and always make sure to have those contigency plans included!
We'll keep you posted.
First Impressions
Recently around Kingston I saw examples of both great and poor first impressions that small businesses offered to anyone who happened to come across them.
First, the poor one. I saw a driver's ed car, complete with full company logos, roof sign, etc., driving around town, with a student inside on a lesson, with a badly DENTED DOOR. My first impression of this company in its ability to teach proper driving to its students was, obviously, not a good one! If I had kids, I'd be making a mental note NOT to take them to that company for their drivers ed!
The second one, which I thought showed the company was paying proper attention to its potential customers, was Source for Sports in downtown Kingston. Their large front windows were full of flyers showcasing various promotions, and in order to make them easier to see, they had put large sheets of white paper behind them on all of the windows. This made it much easier to read the information on them, so that their energy and money invested in these promotional efforts weren't wasted from them being too hard to read. But, more importantly to me, it showed me that this was a business "paying attention" to how it does business. They are aware enough of the circumstances and physical enviornment through which passersby will view the windows, that they knew those window items would be hard to see unless they had a background behind them.
In "Trucker Management", we talk about this idea of "paying attention" in your business, ensuring you take the time to view your premises as others will view them, so that you can anticipate needs like this. Doing so will show people at a glance that you are attentive to all aspects of your small business, and therefore they will be more eager to do business with you, believing you can properly care for their needs as customers.
Which of these two would you want your first impression to be like?
First, the poor one. I saw a driver's ed car, complete with full company logos, roof sign, etc., driving around town, with a student inside on a lesson, with a badly DENTED DOOR. My first impression of this company in its ability to teach proper driving to its students was, obviously, not a good one! If I had kids, I'd be making a mental note NOT to take them to that company for their drivers ed!
The second one, which I thought showed the company was paying proper attention to its potential customers, was Source for Sports in downtown Kingston. Their large front windows were full of flyers showcasing various promotions, and in order to make them easier to see, they had put large sheets of white paper behind them on all of the windows. This made it much easier to read the information on them, so that their energy and money invested in these promotional efforts weren't wasted from them being too hard to read. But, more importantly to me, it showed me that this was a business "paying attention" to how it does business. They are aware enough of the circumstances and physical enviornment through which passersby will view the windows, that they knew those window items would be hard to see unless they had a background behind them.
In "Trucker Management", we talk about this idea of "paying attention" in your business, ensuring you take the time to view your premises as others will view them, so that you can anticipate needs like this. Doing so will show people at a glance that you are attentive to all aspects of your small business, and therefore they will be more eager to do business with you, believing you can properly care for their needs as customers.
Which of these two would you want your first impression to be like?
It's Done - well, kind of!
The manuscript of the Trucker Management is printed and now in the hands of our content review panel members. They have two weeks to provide feedback before it goes to the editor.
A lot of late nights last week reminded me what it was like being an entrepreneur, but the warm fuzzy feeling I got this am when I opened the box of the completed manuscripts reminded me why I love being an entrepreneur!
A lot of late nights last week reminded me what it was like being an entrepreneur, but the warm fuzzy feeling I got this am when I opened the box of the completed manuscripts reminded me why I love being an entrepreneur!
Inspiration to perform - from shoes to cars!
We were fortunate last week to attend a keynote address by Krista Green, Founder and CEO of Organized for Life Canada (www.organizedforlife.ca), and Author of "Get Noticed, Be Remembered". She included a story about how a reporter once asked Michael Jordan about why he wore a brand new pair of Nike shoes for each game. Aside from the charitable benefits that arose from him autographing and donating each pair, she inquired about if he didn't still think that it was a bit of an excessive indulgence, or perhaps a bit of a "spoiled athlete" demand.
He replied that whenever he puts on a brand new pair of Nikes, they make him feel like he can run and jump faster and higher than anyone else. And so, when his livelihood is based on him out-running and out-jumping everyone else, why wouldn't he make sure he gets that rush of invincibility before every single time he gets called upon to work? His performance as an athlete shows that it worked!
What are your own pair of Nikes to help inspire you to optimum performance in your business each day? What gives you that rush and confidence to be your best? For me, I would have to say it is my car. When I leased this car a year ago, a brand new model with only 27 kms on it when I picked it up from the dealership, I indulged a bit and got the leather seats, sunroof, and "Z" model (I think that just means it goes faster) of the car I wanted. At the time, I certainly wasn't thinking about how it could help my performance in my business in the future - in fact, it was more the opposite. My rationale at the time was that I deserved this for what I had already done.
But what I have come to find out is that it gives me that same kind of boost of confidence and energy just like Jordan's shoes. I love the way my car looks, I love how it drives, and love what it says (at least what I think it says!) about me as a competent and successful business person in driving a brand new car with some of those little "extras". I get a little boost each and every time I get in and out of it. Here's to hoping you find your own pair of Nikes!
He replied that whenever he puts on a brand new pair of Nikes, they make him feel like he can run and jump faster and higher than anyone else. And so, when his livelihood is based on him out-running and out-jumping everyone else, why wouldn't he make sure he gets that rush of invincibility before every single time he gets called upon to work? His performance as an athlete shows that it worked!
What are your own pair of Nikes to help inspire you to optimum performance in your business each day? What gives you that rush and confidence to be your best? For me, I would have to say it is my car. When I leased this car a year ago, a brand new model with only 27 kms on it when I picked it up from the dealership, I indulged a bit and got the leather seats, sunroof, and "Z" model (I think that just means it goes faster) of the car I wanted. At the time, I certainly wasn't thinking about how it could help my performance in my business in the future - in fact, it was more the opposite. My rationale at the time was that I deserved this for what I had already done.
But what I have come to find out is that it gives me that same kind of boost of confidence and energy just like Jordan's shoes. I love the way my car looks, I love how it drives, and love what it says (at least what I think it says!) about me as a competent and successful business person in driving a brand new car with some of those little "extras". I get a little boost each and every time I get in and out of it. Here's to hoping you find your own pair of Nikes!
Word of Caution: 'Definitely' Circle Check Your Blog!
Well - you caught us! We didn't spellcheck one of our posts and we heard about it! We now have 22 people offering us editing services for our book. (Don't worry we've hired a professional team to edit and proofread the book so there won't be glaring mistakes like on the blog!) We should have heeded our own advice, it's a good lesson learned - CIRCLE CHECK YOUR BLOG ENTRIES!
The good news is that we know you read it! (Maybe that was our intention really). Thanks for the feedback, we've made the correction, and will be more careful in the future, so please stay tuned.
The good news is that we know you read it! (Maybe that was our intention really). Thanks for the feedback, we've made the correction, and will be more careful in the future, so please stay tuned.
Circle Check City Challenge
While we were in Toronto, Lindsey and I were in a small, independent bead shop on Queen St (called Arton Beads). (Lindsey for far more time than I!), and in my quick Circle Check of their space, I was impressed by the ways in which they made their relatively tiny space "exceptional" in a lot of ways.
Prices were very clearly marked on all items, specials and discounts were clearly communicated on signs throughout the store, and there were reminders to use your PST exemption and store rewards card for savings. For a non-beader like myself, the store appeared well organized so that items would be easy to find, even if it was a bit "institutional" or "functional" in its feel (in contrast to the more "inspiring" or "creative" decor of a competitor across the street - signs of the different markets they each pursue). The cash register in the back corner even had a sign over it that literally said "Yes, you can pay here."
That got me thinking about if this seemingly high quality of communication and "easiness" of doing business that their space offered to customers was the norm for small businesses in the hyper-competitive markets of a big city like Toronto as a "baseline" for the city, or was this business an exceptional anomaly? And, how would small businesses in other, perhaps less intensive competitive environments in smaller centres compare?
So, as a result, the Circle Check City Challenge has been born!
As we begin to travel to other cities more and more for our training sessions and in support of our book launch over the remainder of this year, we will be doing or own Circle Checks of random small businesses in different places, and posting our findings here. We are anxious to learn about how small businesses in different competitive environments are performing in designing and maintaining their physical space, and leveraging it for the maximum benefit in their businesses.
Stay tuned for the results!
Prices were very clearly marked on all items, specials and discounts were clearly communicated on signs throughout the store, and there were reminders to use your PST exemption and store rewards card for savings. For a non-beader like myself, the store appeared well organized so that items would be easy to find, even if it was a bit "institutional" or "functional" in its feel (in contrast to the more "inspiring" or "creative" decor of a competitor across the street - signs of the different markets they each pursue). The cash register in the back corner even had a sign over it that literally said "Yes, you can pay here."
That got me thinking about if this seemingly high quality of communication and "easiness" of doing business that their space offered to customers was the norm for small businesses in the hyper-competitive markets of a big city like Toronto as a "baseline" for the city, or was this business an exceptional anomaly? And, how would small businesses in other, perhaps less intensive competitive environments in smaller centres compare?
So, as a result, the Circle Check City Challenge has been born!
As we begin to travel to other cities more and more for our training sessions and in support of our book launch over the remainder of this year, we will be doing or own Circle Checks of random small businesses in different places, and posting our findings here. We are anxious to learn about how small businesses in different competitive environments are performing in designing and maintaining their physical space, and leveraging it for the maximum benefit in their businesses.
Stay tuned for the results!
The Subway Stations in Toronto - definitely not exceptional!
Matt and I ventured to Toronto on Friday for an e-Publishing workshop and couldn't help but do a circle check everywhere we went - including the subway station. For you Torontonians, you have probably become so accustomed to it that you don't even notice the physical surroundings, but for an outsider like me, it was barely 'comfortable' let alone 'exceptional'. In our book, Trucker Management, we talk about the difference between a business that makes it comfortable for their customers vs a business that makes it exceptional. So back to my day, the reality and what it could have been better.
When I got into the subway, as a newbie, I had no idea where to start. Did I need to find the appropriate subway station or do they all meet in the same place? There were some maps around on the walls that helped me, but there was only one person working in the booth and the line-up was at least 15 people long. I saw a machine marked "tokens", so I put the money in and out popped a token. The only problem was, I didn't know what to do with the token. Did I still need to wait in the line and give it to the person? Or did this token work in the drop spots in the turnstiles? I was also still apprehensive about putting my money in, entering, and then realizing I was in the wrong spot with no way out. Everyone around me was going so fast. I didn't see a smile or a person that looked approachable for support. So on I went. When I got to the platform (I was at Union Station) there were two sides, with two trains going different directions. Thank goodness one of them was the Yonge Train and where I was going to was on Yonge. If not, I may have ended up on some other adventure I guess. At the end of the journey, I arrived in one piece - and fairly quickly too.
So how could the TTC have made my journey exceptional? Here's some ideas:
When I got into the subway, as a newbie, I had no idea where to start. Did I need to find the appropriate subway station or do they all meet in the same place? There were some maps around on the walls that helped me, but there was only one person working in the booth and the line-up was at least 15 people long. I saw a machine marked "tokens", so I put the money in and out popped a token. The only problem was, I didn't know what to do with the token. Did I still need to wait in the line and give it to the person? Or did this token work in the drop spots in the turnstiles? I was also still apprehensive about putting my money in, entering, and then realizing I was in the wrong spot with no way out. Everyone around me was going so fast. I didn't see a smile or a person that looked approachable for support. So on I went. When I got to the platform (I was at Union Station) there were two sides, with two trains going different directions. Thank goodness one of them was the Yonge Train and where I was going to was on Yonge. If not, I may have ended up on some other adventure I guess. At the end of the journey, I arrived in one piece - and fairly quickly too.
So how could the TTC have made my journey exceptional? Here's some ideas:
- a big sign that says 'New to the TTC: here's some tips'
- having ambassadors in the crowd seeking out and helping 'newbies' like me
- providing better signage like 'you are here'
- audio messages reviewing the steps of using the TTC
- and maybe even more proactive and having information available on the train so that I could have read it ahead of time and being organized and prepared on arrival
Just what the heck are they talking about?
To orient you a little bit in our approach to small business management, perhaps a brief explanation of our forthcoming book would be helpful, to make you more familiar with our “lingo”.
We developed Trucker Management to allow busy entrepreneurs to efficiently address both the small daily details and the long-term considerations of their businesses simultaneously. It establishes easy-to-implement routines and provides specific practical tools for use by the small business owner to “drive” their business towards success, similar to the long-established tools and proven practices used by truckers to drive their complex rigs towards their destinations through busy and unpredictable environments.
“Trucker Management”, both the book and the approach, consists of three main sections, each mirroring a tool or resource that truckers have available to help them reach their destinations.
The “Small Business Circle Check” ™ is the daily, objective physical inspection small business owners should undertake of their premises, both outside and inside, to monitor their maintenance and the ways in which they add value to the business overall.
Your “Small Business Dashboard” ™ consists of a number of gauges or instruments to better let you continually monitor the various human, competitive, financial and other aspects of your small business. Reading it regularly will keep you constantly informed about the state of your business and its components.
“Small Business Mechanics” ™ are the means through which you then actually implement action and undertake change, steering, accelerating or braking on your journey in business.
Hopefully these brief descriptions might help make future posts make sense!
We developed Trucker Management to allow busy entrepreneurs to efficiently address both the small daily details and the long-term considerations of their businesses simultaneously. It establishes easy-to-implement routines and provides specific practical tools for use by the small business owner to “drive” their business towards success, similar to the long-established tools and proven practices used by truckers to drive their complex rigs towards their destinations through busy and unpredictable environments.
“Trucker Management”, both the book and the approach, consists of three main sections, each mirroring a tool or resource that truckers have available to help them reach their destinations.
The “Small Business Circle Check” ™ is the daily, objective physical inspection small business owners should undertake of their premises, both outside and inside, to monitor their maintenance and the ways in which they add value to the business overall.
Your “Small Business Dashboard” ™ consists of a number of gauges or instruments to better let you continually monitor the various human, competitive, financial and other aspects of your small business. Reading it regularly will keep you constantly informed about the state of your business and its components.
“Small Business Mechanics” ™ are the means through which you then actually implement action and undertake change, steering, accelerating or braking on your journey in business.
Hopefully these brief descriptions might help make future posts make sense!
Welcome!
Hello and thanks for checking out our little online "soapbox".
We are a pair of career entrepreneurs whose personal and professional passions centre around helping other small business owners become successful. We know from our own experiences how challenging and intimidating it can be to declare yourself an "entrepreneur" and start your own business. And, even more so, how hard it can be to maintain and grow your business once it's started.
In 2005, we created IGNITE Consulting as the vehicle through which we could better share our own experience and ideas, offering innovative training and other resources to entrepreneurs, would-be business owners, and the entities that assist and support them. IGNITE stands for Innovating, Growing, Nuturing, Inspiring & Training Entrepreneurs.
Our most recent venture (okay, not MOST recent, as this blog probably qualifies for that designation) is to write and publish a book entitled "Trucker Management: Driving your small business to success". The book will be launched in May of this year, and accompanied by different speaking and training tours across Canada and beyond, and will include literally dozens of practical resources and immediately usable tools.
In this space, we will offer different ideas and observations about many different aspects of entrepreneurship and small business ownership as they come to mind, inspired by our surroundings and interactions, and hopefully many of which others will find useful and adoptable in your own small business. Some will undoubtedly relate to the content of our book, and much of it likely won't.
So, enjoy reading - and please feel free to comment along the way!.
We are a pair of career entrepreneurs whose personal and professional passions centre around helping other small business owners become successful. We know from our own experiences how challenging and intimidating it can be to declare yourself an "entrepreneur" and start your own business. And, even more so, how hard it can be to maintain and grow your business once it's started.
In 2005, we created IGNITE Consulting as the vehicle through which we could better share our own experience and ideas, offering innovative training and other resources to entrepreneurs, would-be business owners, and the entities that assist and support them. IGNITE stands for Innovating, Growing, Nuturing, Inspiring & Training Entrepreneurs.
Our most recent venture (okay, not MOST recent, as this blog probably qualifies for that designation) is to write and publish a book entitled "Trucker Management: Driving your small business to success". The book will be launched in May of this year, and accompanied by different speaking and training tours across Canada and beyond, and will include literally dozens of practical resources and immediately usable tools.
In this space, we will offer different ideas and observations about many different aspects of entrepreneurship and small business ownership as they come to mind, inspired by our surroundings and interactions, and hopefully many of which others will find useful and adoptable in your own small business. Some will undoubtedly relate to the content of our book, and much of it likely won't.
So, enjoy reading - and please feel free to comment along the way!.
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