Women’s History Month Tribute to Pioneering Entrepreneur: My Mother!

March 3rd, 2010

Every year during Women’s History Month, my thoughts turn to my mother.  Why?  Because my mom was a pioneer in the field of women business ownership.

Mom became an entrepreneur at the end of World War II which was unheard of in those days.  The war left her a young widow, and she was determined to provide for herself.  Partnering with her brother who was just returning from the war, they pooled their resources and opened a furniture store in a rural Missouri town.  I’ve heard many great stories about my mother’s ability to sell!  She was a dynamo, and the business thrived as a result.

Then, Cupid’s arrow struck again when my mother met the man who became her second husband, my father.  Dad worked in a town about 60 miles away from where my mother lived so when they got married, mom sold her interest in the furniture store and moved to the town where dad was employed.

Being a traditional wife didn’t appeal to my mom.  So she found a business to buy – a children’s clothing store – which became Wilson’s Tot Shop.  Her timing was interesting given the fact my birth was only months away.

Her success with the children’s shop mirrored what she had enjoyed in the furniture business, and she expanded adding women’s clothing, gifts and dry goods.  With no business or marketing education, she inherently knew how to build her customer base.  The front page of an old local newspaper shows a picture of my mother in her shop with a package ready to ship to Queen Elizabeth as a gift for the newly born Prince Andrew.  She knew how to get the press!

As Dad watched my mother’s business grow, the entrepreneurial bug bit him.  Employed as a funeral director at one of the town’s well-established funeral homes, he decided it was time to strike out on his own.  So in 1963, my mom and dad became business partners and founded Wilson Funeral Home.  Together they made a great team.  Mom ran the business operations and my Dad had an admirable ability to build strong customer relationships.  Some people believed they’d never make it to Heaven unless my Dad took care of their final arrangements.

For a few years, mom tried to juggle the clothing store and the funeral home, but it became too much so she sold the clothing store.  Because of their professionalism and commitment to the community, my parent’s business prospered, and they eventually succeeded in acquiring both of their competitors.  They sold the business it in 1999

Mom passed away in 2001 with Alzheimer’s.  My biggest regret is never spending time with her learning what it was like to be a woman business owner in the “June Clever” era.  Despite the challenges and discrimination I know she dealt with she managed to succeed.   And when I start to think life isn’t fair, all I have to do is stop to think about my mom who did it without the resources women business owners have today.

I love to hear the stories people share with me about her courage and leadership.

The former high school band teacher told me my mother single-handedly raised $20,000 to purchase new band uniforms.  A local hair stylist shared the story of how my mother came to her aid when she could not get out bed one morning because of pain. My mother rushed her to a physician in a nearby town who said he wasn’t taking any new patients.  Well, that is until he encountered my mother who called him to say, “I am on my way to your office with my friend, and you will see her.”  And he did.

The most important lessons my mother taught me were:  never be afraid of hard work; always be willing to help others; and never stop believing in yourself.

“Susan,” she’d say, “You can be anything you want to be in this world as long as you are willing to work hard enough to achieve it.”

There are many women like my mother who struggled and faced discrimination in order to create opportunities for us. As we celebrate women’s history month, remember the great women in your life and don’t let their work be for naught.  Women have made significant progress in business, but that progress has come on the backs of women who forged ahead, clearing the way.  It is our duty to keep improving and widening the path.   It’s our turn to carry the torch for future generations.


When Employees Talk You May Not Like What Your Customers Hear!

February 28th, 2010

One of the biggest assets a business can have is talented, loyal employees who understand the importance of customer service.  I beam with pride when someone compliments one of my team members.  It confirms what I already know:  I’m fortunate to have the best and the brightest working with me.

As business owners, we place trust in our employees that they will represent the company well in all public interactions.  But have you ever thought about what could happen when a customer overhears your employees talking to each other.  Do you know what they are saying?  Your customers do and they are listening.

Customers don’t want to get caught in the fray of employee problems.  It makes them uncomfortable and it creates a bad impression for your company.  Your employees should understand that conversations about company-related issues and concerns are only to be conducted well out of earshot of your customers.

Regardless of what type of business you are in, there are opportunities for employee conversations to be overheard.  Imagine a water-cooler conversation between employees complaining about your business that’s picked up by a customer sitting in a conference room.  There are countless times when I’ve seen employees huddled in retail stores discussing things I shouldn’t hear while I’m browsing through the store.

Let me share a couple of recent examples.

Last week I was flying on a major airline when I had the unpleasant experience of listening to the flight attendant and the gate agent threatening to write-up the other.  Because it was an airline I fly frequently for business, I was upgraded and seated in a first class, aisle, bulk head seat.  Suffice it to say, I had a ring side seat to this altercation.  Once the gate agent left, the flight attendant didn’t stop.  She decided to recruit the other flight attendants on board to support her position.  So they congregated in the galley complaining to each other.   What impression did it leave with me?  It reconfirmed that many of the airline employees are so disgruntled that they have lost interest in the people who are responsible for their paychecks – their passengers.

Another example.  Arriving late to a hotel because of a canceled flight, I decided to grab a bite to eat in the restaurant before calling it a night.  When I’m by myself, I usually sit at the bar because typically bartenders are good conversationalists and I don’t feel so alone.  That night the manager was short staffed so he was working the bar.  (I know that fact because he complained to me the minute I sat down.) The entire time I was eating my dinner, he yelled at and criticized his staff as they passed by.  Let me just say, I wasn’t able to relax and enjoy my dinner, and it will be the last time I stay at that hotel.

I’m confident you wouldn’t want one of your customers to experience anything like the situations I’ve described above.  So make sure when your employees talk, customers hear the appropriate things.


This Weekend — Donate a Suit and Change a Woman’s Life

February 24th, 2010

Get a jump start on your spring cleaning this weekend by cleaning out your closets.  If you are like me, you have items in your closet that you haven’t worn in quite sometime.  Instead of letting them hang there, why not give them to someone who truly needs them.

Dress for Success is an international non-profit organization that promotes the economic independence of disadvantaged women.  February 25-28, 2010 is S.O.S. — Send One Suite — Weekend. Women nationwide are encouraged to donate one new or nearly-new interview suit to help another woman enter the workforce and take charge of her life.

It’s simple to donate.  Just take your items to any Dressbarn store this weekend.  More than 230,000 suits and career separates have been donated by consumers at Dressbarn stores during this campaign over the past seven years. The donations will be distributed to Dress for Success affiliates located throughout the United States.  On average, more than 20% of each affiliate’s annual suiting needs are met through S.O.S –Send One Suit- Weekend SM.


Don’t Wait Until the Spring Thaw to Connect With Your Customers

February 17th, 2010

Even if you weren’t affected by Snowmaggedon, the major winter storm that dumped more than 20 inches of snow in the Washington DC area, the winter weather may be impacting your business success.  Snow, ice, and blistering cold temperatures often cause us to hibernate in warm, comfortable offices instead of making calls on customers and clients.  But there’s no need to wait until the spring thaw to connect with your customer base.  With a comprehensive marketing communication plan, you can keep your brand and marketing messages in front of your customers no matter what the weather conditions are in your area.

Start by understanding and defining your audience.  Who do you specifically wish to target?  Where do they go for information?  What are their buying habits?  When is the best time to reach them?  By answering these questions you’ll be able to evaluate and select the most appropriate communication vehicles.

Next determine what key messages you want to communicate to your customers.  Limit the number and be consistent with the messages you select across all communication platforms.  If you try to tell your audience everything about your business or product, they’ll get confused.  Repetition is really the key to making sure your customers hear and remember what you are trying to convey.

Armed with the above information, determine which communication vehicles you plan to use to reach your audience.  In today’s ever-changing marketplace, there are myriad ways to reach your audience without investing a boat load of cash.  You should incorporate technology-based communication tools such as email marketing, blogs, podcasts and social media in addition to traditional marketing channels such as advertising, brochures, press releases and direct mail.   If you are a novice when it comes to technology, search for resources on the Internet such as webinars and tutorials.

Once you’ve decided which communication tools you plan to use make a commitment to stick with it.  Establish a schedule that is realistic and manageable.  Communication plans often fail because the business owner doesn’t make it a priority.  There is activity in the beginning and then it becomes sporadic at best.  To be successful you have to put forth the effort.

Finally, measure your results.  Keep track of which communication tools generate the most interest and interaction with your audience.  Periodically review your results and adjust your plan accordingly.

A well-executed communication plan can enhance your business growth 365 days a year despite the weather.


Serving up Delectable Dishes May Help Start-up Restaurant Find Investment Dough

February 11th, 2010

Q. “I’ve been working as a Sous chef at a restaurant for nearly 10 years. I have some money saved up to start my own restaurant but I’m not sure how to go about gathering investors. What kind of business plan would I need to entice future investors? How can I make myself stand out?”

Having money saved is a good first step toward your goal of launching your own restaurant.  Whether you are seeking debt financing – meaning a traditional bank loan – or equity financing from investors, you must have your own funds to invest in the business.  Additionally, a good personal credit rating is imperative.  Lenders and investors will review your past financial history as an indication of your creditworthiness and ability to make your enterprise a success.  If you haven’t been able to handle your personal finances well, then there is an assumption you won’t handle the finances of your business responsibly either.

Now, let’s talk about your business plan.  You are correct about the need to create a solid business plan to attract investors.  Certainly, a decade of experience as a sous chef is a good starting point.  Investors expect to see relevant experience and expertise as one element of the business plan.  But as you have noted in your question, you need to make the plan sizzle so as to entice potential investments.

Investors are primarily looking at a few key items.  First, they want to know what void in the market your restaurant is going to fill.  In other words, how are your culinary creations and delectable dishes going to differ from the thousands offered by competing restaurants?  Prospective investors expect to see a plan reflecting extensive research regarding the marketing opportunity.

Secondly, your business plan needs to specifically state how much money you are looking to raise and precisely how you plan to use it.  This requires a considerable amount of preparation on your part.  Vague estimates aren’t going to cut it.  The investors need to know you have researched your start-up costs and that you have a clear picture of what it is going to take to get the business up and running.  You don’t want to miscalculate your costs and run out of money before you get the doors open.  And don’t forget to include working capital into your start-up costs.  Once the doors open, you’ll need working capital to run the business until it begins generating enough revenue to sustain itself.

Finally, and most importantly, investors look at financial projections.  How much revenue do you expect the business to generate over the next few years?  Your financial projections should indicate an approximate time frame for repayment of the investment.  Most investors expect to see a return on their investment of 20 percent or higher over some period of time.  However, each investor is different so make sure you get good professional advice.

Don’t be intimated by the business plan process.  The shorter and more concise your plan is the better.  Investors don’t want to spend a long time digging to get the information they need to determine whether investing in your culinary dream will pan out in profits for them.

I don’t want to rain on your parade, but I will caution you that finding investors for a start-up restaurant can be a struggle.  As a rookie to restaurateurs it may be easier to look for several investors who invest smaller amounts than searching for one major investor.  One of the best ways to being your search for funds is to start with current customers, family and friends.  Attorneys and accountants may also be helpful in identifying potential investors.

Once you have identified some serious potential investors serve up a few of the signature dishes you are planning for the new restaurant’s menu.  Before desert your guests may be reaching for their checkbooks.   Consider Chef Timothy Dean who tried to open his own eatery.  His attorney put together a small gathering of potential investors and Dean brought the food, his laptop and business plans.  Dean set up shop with hotplates and he cooked in front of the group.  The young chef kept the small group entertained describing each dish he was preparing, the food costs and projections described in the business plans they had in their hands.  Dean wasn’t empty handed when the cooking was over; he walked away with the dough.  The one demonstration raised $75,000 for Dean’s first restaurant!

Use your connections and culinary skills to get to know investors; but make sure you have a solid business plan investors can easily digest.


Don’t Create Customer Expectations You Can’t Live Up To!

January 27th, 2010

Q.“Recently, I started incorporating the internet in my small business by starting a website. There’s a page where customers or potential-customers can leave questions or comments. There’s been an overwhelming amount of questions that I often neglect to answer. Do you think I should take the page down if I’m not responding to every question or comment? I really don’t like to keep my customers hanging, but I really don’t have the time to answer each and every little question or comment they post. Any advice?” (Seattle, WA)

A. Your situation is a “good news-bad news” scenario. The good news is you have traffic to your web site. The bad news is you have created a monster so to speak.

One of the keys to building a successful Internet presence is to give visitors a reason to come back regularly. You’ve done that by creating an area where they can interact with you. However, you are violating a Cardinal Rule of marketing by not responding in a timely fashion.

What’s the rule?

Don’t set customer expectations you can’t meet.

When you built the question and answer section of your web site, you inferred you would respond in a timely fashion. You set that expectation even if you didn’t explicitly say how long the response time would be. Interactivity is one of the benefits of the web, and most people assume their questions will be answered in a timely fashion – usually not more than 24 to 48 hours. Your failure to meet that expectation is tarnishing your brand and may be costing you business opportunities. I doubt that was your intention.

Stop and think about the message you are sending when you don’t respond to questions. “This is a business that isn’t interested in helping me.” “If this company can’t answer one question, it must not be responsive to customer needs. “ “Maybe this company is out of business.”

The question and answer page was a great idea, but if you aren’t going to commit to managing it appropriately, then my recommendation is to take the page down. What was intended to help you build business may have already cost you opportunities as frustrated customers decide to go elsewhere.

In addition to taking the page down, I encourage you to respond to any unanswered questions as soon as possible and include an apology for your delay. Going forward, never directly or indirectly set an expectation for your business that you aren’t absolutely certain you can meet 99.9 percent of the time. It’s always better to exceed the customer’s expectations than to under-deliver.


Your Small Biz Can Help Haiti One Sole at a Time.

January 22nd, 2010

You want to help the earthquake victims in Haiti, but you don’t have the funds to write a check.  Here’s an option.  Soles4Souls.

I learned about an organization called “Soles4Souls” a couple of years ago, and the recent devastation in Haiti brought it to mind again.   Soles4Souls donates millions of shoes around the world to people in need.

Wayne Elsey is the founder and CEO of the organization.  A shoe company executive, Elsey was at home watching news coverage of the tsunami that hit Southeast Asia, and saw a picture of a single shoe washing up on the beach.  He made a few phone calls to other executives in the footwear industry and subsequently received enough donated shoes for a quarter- million victims in the devastated countries.  And as they say – the rest is history.  Soles4Souls continues to save the world one pair at a time.

The Soles4Souls web site states, “Footwear – it is a basic need that most of us take for granted every day. While most of the world does not have one adequate pairs of shoes, Americans have an abundance of footwear sitting idle in our closets. Your consideration of simply cleaning out your closets can make a significant difference in the quality of life of someone in need.”

Elsey’s passion for this organization, which he now runs full-time, is obvious.  He told me, “I have seen children in the U.S. with their toes cut out of their shoes because they were too small and mom could not get a new pair.  Duck tape on shoes, etc.  There is no reason for this.”

So if you are looking for ways your small business can help the earthquake survivors in Haiti, consider a shoe drive for the Soles 4 Souls organization.  You can make a difference.


Positive Information Can Neutralize Negative Customer Review

January 20th, 2010

One of my friends  owns a hair salon, and he recently  asked me what he could do about a bad business review on the Internet.  He explained the customer had made false statements in the review, and he was concerned that the comments would cost him future business.

Customer reviews on the Internet are helpful tools for consumers, but they can cause problems for business owners if an unhappy customer decides to go on the attack with a poison-pen.  Unfortunately, that’s what happened to my friend and it could happen to you as well.

The good news is less than 25 percent of shoppers say they are unlikely to do business with a company because of a negative review.  Most consumers know that even businesses with a stellar customer service record won’t be able to please everyone 100 percent of the time.

However, if as in my friend’s case, the review contains false statements, email the site’s Webmaster with proof the information posted is false and ask that the review be removed.   Typically you can find the Webmaster information in at the bottom of the web page.  In most cases, sites will remove the comments because they want consumers to trust the information on their site, but there is no guarantee.

If you aren’t successful in getting the web site to remove the false review then neutralize it by creating a positive image on the Internet for your business.  Ask your loyal customers to post an honest review for your business in their own words.  (In other words, don’t write it for them.)  One negative review surrounded by positive comments will certainly lose its impact.

In today’s market every business needs a professional presence on the web.  If you haven’t already, you should secure a personal domain name for your business and create a web site.  There are many web-hosting and design resources today, such as the one offered by AT&T, that allow you to register your domain, get personalized email addresses and create a professional looking web site easily and at an affordable price.

In addition to your web site, create pages for your business on social media sites such as Facebook and LinkedIn.  You should also consider starting a blog for your business and posting it on appropriate community sites.

The more relevant and positive information about your business there is on the web, the less visible a negative review will be.


What is the Right Way to Follow-Up After a Job Interview in Today’s New Business World?

January 16th, 2010

Great question don’t you think?  I thought so when a Fox News anchor asked me that question during a live television interview recently.   Honestly, I was caught off-guard for a moment as I struggled to balance the traditional business etiquette norms and the realities of today’s business world.  In this new business era, what is the preferred or proper way to follow-up after a job interview?

Early in my career when I was job-hunting, I always sent a hand-written thank you note to every person I met during the interview.  But do people really read those notes today?  Is it politically correct to kill trees to send a business-related thank-you note through the mail?  Personally, when I receive a hand-written thank you, I glance at it in order to acknowledge who sent it and then toss it in the trash.  Often times, the person’s handwriting is poor so it is hard to read what was written, and most of us don’t have time to decipher sloppy handwriting.

Some career experts recommend sending a formal letter after a job interview.  Certainly, a type-written letter is easier to read, and you can include more information about yourself to confirm your interest and ability to do the job.  But then there is the issue of killing trees again.

You could always pick up the phone and call the person who interviewed you to thank them for their time and interest.  However, you risk catching them at a bad time or if they don’t answer, leaving a voice mail message.  Of course, you won’t kill trees when you use the phone.

So that brings me to email correspondence.  Is it proper to email someone after an interview to thank them?  My answer is “yes.”  In fact, I was searching for an executive assistant about a year ago and I narrowed down to three top candidates, but I was struggling to make a decision.  One of the women sent an email after her interview that was on-point, yet creatively written.  After reading it, my mind was made up.  She got the job offer.  And no trees were killed along the way.

These are some of my thoughts.  I’d like to know what you think.  Take a minute and answer my LinkedIn Poll question.  I’ll let you know the results, soon.


January 11, 2010 is National Clean Off Your Desk Day.

January 11th, 2010

Take a good look at your desk.  What do you see?  Piles of paper.  Unopened envelopes.  Half-empty coffee cup.  Part of last Wednesday’s lunch.  Experts say the average desk worker has 36 hours worth of work on their desk at any one time.  No wonder we waste up to 3 hours a week just “looking for stuff.”

Today is the day to change all that.  It’s clean off your desk day.  So let’s get started.

Take everything off your desk and out of your desk drawers.  Make three piles or place things into three boxes labeled, “keep”, “toss” and “move.”  Keep is for those things you must keep.  Toss is for all the junk you can get rid of.  And move is for those items that either don’t belong to you or don’t belong in your office.

Now that your desk is bear.  Clean it, your computer and your phone.  Cleanliness is a big issue.  Your desk has about 400 times the amount of bacteria as a toilet seat.  (Yuck)  And according to University of Arizona professor your computer keyboard is one of the top five most germ contaminated spots in the office, including the shared microwave.

Get some sanitary wipes and wipe down your desk, chair and cabinets.  You can use sanitary toilets on your computer screen and keyboard but make sure it is disconnected.  Compressed air is an excellent way to clean in between the keys of your keyboard.  After you are finished, wipe it down, but don’t plug it back in until it is completely dry.

As you begin to put desk items, back to do in a way that makes sense.  Of the items you chose to keep, put them into three categories.  Those that need immediate attention.  Items that need follow up, and things that you can pass a long to other — delegate.  Keep up with this practice.

The same is true for your email inbox.  Create similar types of folders and limit the number of emails that clutter your inbox impacting your productivity.

An organized work system not only enhances your productivity, but may improve your health as.  So here’s to “National Clean Off Your Desk Day!”  Celebrate.