Outside feedback....from WAY outside

At a keynote presentation I made a few weeks back, I learned of an interesting project that the business owners of that town had recently undertaken. They had arranged for business owners from another town about 200 kms away to spend a day secretly visiting their businesses, and examining the town as a whole for how it assists them by way of signage directing visitors to the main commercial area, etc.. They, in turn, then spent a day in the other city returning the favour, and afterwards, the two towns exchanged reports on what they saw, where they felt improvements could be made, etc..

While these folks ended up disappointed with the quality of the report they received from the other town, I think the idea is a great one. In Trucker Management, we talk about the need to have people other than yourself (employees, customers, etc.) do the same Circle Checks of your business space that you should be doing, in order to get an unbiased, third-party evaluation. This idea of partnering with people who pose no immediate competitive threat to your own businesses by being geographically distant enough, simply takes that notion of independent feedback to the next level.

Perhaps you should consider approaching your local Chamber of Commerce or other business association to organize a similar partnering program for your city or town!

Attitude + Preparedness = Excellence

I was at a client's the other day, and overheard the administrator/receptionist on the phone speaking with someone trying to visit their offices, which are located within a larger complex and around which parking is very hard to find. After she gave very concise and helpful driving directions to the person on the phone (who was obviously new to the city) and discussing parking options, it became pretty clear from the conversation that the driver didn't have any change for parking meters (it turns out, in fact, he had just recently arrived from overseas).

Without hesitation, this staff person offered to bring change down to the street to give to him as he drove up, hand him the change through his window, and then he could be off to find a spot. This was a great example of attitude and preparedness combining for an excellent experience. Not only was the staff person happily willing to accomodate this person by travelling down the four stories and out into the street on a rainy day, but already had a petty cash fund in her drawer that she simply dipped into to find the funds.

She didn't need to ask permission from anyone to go out, nor did she have to search for the funds or use her own money. The company itself was prepared by having provided her the money and the freedom of decision-making in advance to enable this offer to be made by her, and her own attitude provided the willingness to make it happen.

What would happen in your business if there was a similar call/request come in? Would there be a similarly easy and positive experience?

What is wrong with this picture

I had to rent a car the other day, it was a PT Cruiser. Not a bad car, but I was a little disappointed, it was missing 1 thing...

Can you guess what..

Earn your degree with us! (sorta)

I was in our local Chapters book store the other day, and saw that Trucker Management: Driving Your Small Business to Success, our small business management guidebook, was displayed prominently on one of their walls that they had designated as their "Indigo MBA" section (Indigo is the chain of their sister stores), with several business and finance books included alongside ours.

So, it seems our little book has been drafted into service as one of the "textbooks" of this little bookstore fantasy graduate degree. I wonder if that now lets me refer to myself as "Professor".....likely only in the same make-believe world where this Indigo MBA is granted!!