Deb Neuman's BIZ TIPS

Summer in Maine Bucket List

2011-05-28T05:37:00.000-07:00

Hard to believe Memorial Day weekend is upon us – especially considering the “March-like” weather we’ve been having lately! All the more reason to remind you that summer in Maine is a precious and fleeting thing! So – it’s time for my annual “Summer Bucket List” reminder. This is a Memorial Day tradition that I established a few years ago and I encourage you to give it a try.

Too often we take this place for granted and it takes visitors from “away” to remind us how lucky we are to live here. My brother visits every summer – bringing his kids to Maine from New Jersey. It blows my mind how much they do and experience in their week here – while I have all the time in the world and sometimes “never get around” to enjoying half of what he does in seven days. We get so busy with our “lives” that we often fail to really enjoy and appreciate what Maine has to offer!

So this weekend – take a moment with yourself and your family and create your 2011 Summer in Maine Bucket List – 10 things you MUST do between Memorial Day and Columbus Day. Your list can include things you like to do every summer – places to visit, events to attend, food to eat. But try to add a few new things this year. Is there a place in Maine you’ve always wanted to visit – but never seem to get around to? A festival you always mean to attend – or an outdoor adventure you’ve always wanted to experience.

Ten things to do between now and Columbus Day – seems like a piece of cake doesn’t it? But I have often struggled to complete my bucket list. Trying to accomplish my list takes some effort as summer is busy with out-of-state family visiting, work obligations, chores and of course weather is a factor.

This process is much like writing a business plan. It helps you set goals and priorities and you are far more likely to do what’s on your list – if you’ve written it down! If you have a family - make this a fun family activity and after the list is complete – post it someplace in your house to check off the list as you go. Mine will live on my refrigerator starting this weekend!

I’m excited to get going on my 2011 Summer in Maine bucket list and I encourage you to do the same! We’ve had a challenging winter and Spring so we deserve to have a little fun between now and when the gloves come out again!

Everything Speaks

2011-05-27T08:00:00.000-07:00

This week a banker friend thanked me for something I said when I made a customer service presentation to his employees a year ago - “Everything Speaks”. To which I replied, “Don’t thank me – thank Walt Disney.” Spend a day at Disney and you’ll see what I mean. Everything is clean, well maintained, visually appealing and the customer service is the best there is!

So I thought it would be a good time to remind you that if you own a small business to take a look around and ask yourself what “speaks” and the message you’re sending.

For example, if you own a restaurant and your restrooms are filthy, your tables are sticky, the glasses have lipstick stains on them and your staff is unfriendly – you are sending a message to customers that cleanliness doesn’t matter and will give the impression that your kitchen must be filthy too. Whether that is true or not - EVERYTHING speaks – and perception is everything. No matter how good your food might be – you will lose customers if they are turned off before the food ever gets to their table.

If you own a service business you’ll leave a great impression if you clean up after yourself, and you’re polite and professional – especially if you’re going into peoples homes. My brother fired a contractor hired to renovate his basement not because the work wasn’t good – but because he left a huge mess behind every day that disrupted the entire household. EVERYTHING speaks.

If you own or work for a retail business take a look around. Is it easy for customers to get in and get out? This time of year it’s critical to keep your parking lot and sidewalks free of snow and ice. How does your space look, smell, is the music pleasing or blasting too loud? Are you making every customer feel welcome and important the moment they walk in? Customer service is critical – EVERYTHING speaks.

If you’re the sole owner in your business - YOU are your business. EVERYTHING you do “speaks”! Be careful about the impression you make with current and potential customers. Watch what you say in public including what you post on Facebook/Twitter and how you interact with people even when you are not “working”. Never bad mouth your competition or a customer in a public forum and steer clear of controversial issues! Be a positive force in all that you say and do. People want do business with people they like, trust, respect and who give back.

EVERYTHING SPEAKS so take a look around and ask yourself if you are sending the right message to customers in all that you say and do!

Listen to your gut

2011-05-26T08:07:00.000-07:00

A man, I’ll call him Jim, called me seeking advice about how to file a patent for his invention. That call saved him more than $1,000! Before he called me he had called one of those “patent places” that he found on line. He told them about his invention and they told him it was a great idea. All he had to do was send them the money and they would get the patent process started. Can you say SCAM!?I warned him that these people prey on inventors. They will tell you that you have a brilliant million-dollar idea and ask you to send money to start the patent process. It’s money you will never see again nor will you ever see a legitimate patent. I told him that when anyone asks you for money up front - run! Thankfully he did.

He was so grateful and said that he had a “gut” feeling it was a bad idea to send them the money but he checked with the Better Business Bureau and no complaints had been filed against the company. I informed him that these scammers were masters at changing their names so often that by the time someone complains they are operating under an entirely new name.

I also told him that he should always listen to his gut. When it comes to decisions about your business and your life for that matter – your gut feeling is often the very best tool at your disposal. Listening to it and paying attention to it can save you from making huge mistakes. The challenge is that your gut feelings aren’t something you can necessarily explain or see on paper.

I believe humans, like animals, have a built in survival mechanism that allows us to sense danger. We can sense when something isn’t right. We instinctively know when to run. Our challenge is that as humans we have access to so much other information that can interfere with our ability to pay attention to that instinct. Think about it. How many times have you found yourself in a place or with a person where you felt uncomfortable, perhaps even unsafe? By all outward appearances there was no good reason to feel that way – but you still did. Hopefully you got yourself out of there!

I can think of occasions when I’ve met people or organizations that wanted to do business with me who “looked good on paper” but my gut was uneasy. Something didn’t “feel” right. Fortunately I listened to my gut and steered in another direction only to later learn that my gut right when things eventually came to light about that individual or organization.

In Jim’s case he contacted the Better Business Bureau about the patent company and everything checked out - but his gut was still uneasy. He was so close to sending the money because he wanted to believe that they would make him a millionaire! This is when we make mistakes. We hire the wrong people because we want to fill the job so badly. We partner with the wrong people thinking they will bring us the success we desire. Sometimes our need and drive for success can overshadow our natural gut instincts so we don’t listen to that inner voice only to regret it later and look back and think - yeh – something didn’t feel right but I did it anyway.

The lesson here is to always listen to your gut. Even if you can’t explain why- when something doesn’t feel right – don’t do it!

Everything has a shelf life

2011-05-25T11:05:00.000-07:00

I finally threw out the Children’s Nyquil that has been in my medicine cabinet since my nephew was one year old and visiting his Auntie Deb. He’s almost nine now. The Nyquil expired long ago and as we all know it’s never a good idea to keep things past their expiration date. I’ve been on a Spring cleaning tear lately. Going through every drawer, shelf and closet and getting rid of everything that has expired, that I no longer need and that is no longer working for me.

Everything has a shelf life. Everything has an expiration date. This is true for our lives to. Face it – we all face an expiration date. Therefore it’s a great idea to occasionally take stock of everything in our lives and decide what should stay and what should go. Too often we hang onto things long past their expiration dates. This applies to our stuff, jobs, businesses, great ideas and yes – our relationships. Now is a great time to clean out the closets in your house, in your business and your life.

Dig in deep, get into every corner and pull out everything. Then decide what to do with it. Consider these five options.

Keep it. It’s working for you. Put it right back where it belongs.
Keep it and improve it. Give it a good polish, pay attention to it. Let it know you appreciate it.
Keep it but find a new use for it. Re-purpose it. Give it new life.
Give it away. Donate it – delegate it to someone else who might appreciate it and handle it well.
Sell it and use the money for something new.
Toss it. Trash it. Get rid of it. Let it go.

There’s something so freeing about getting rid of what you don’t need or is no longer working for you. It makes you feel lighter and in control. Whether it’s your stuff, career, business or a relationship you can’t move forward until you create space to do so. We outgrow things. We change. It’s ok to let things go. It’s never healthy to hold onto to things beyond their expiration date, yet we do it all the time and don’t allow space in our lives for what we need now and into the future.

Open your fridge. I’ll bet you have bottles of salad dressing in there that have been there long past their shelf life. They are likely cluttering that side shelf so much so that there is no room for anything new there. Get rid of the old dressing! Especially the expired blue cheese dressing! It’s stinky - so let it go! It’s bad for you too keep it. It will hurt you. You’ll feel much better knowing it’s outta there and free up valuable shelf space for a new dressing that will be fresh, meet your current needs, taste great and not hurt you.

Do the same in your medicine cabinet then apply the shelf life test to the rest of your life. Get rid of the old to make room for the new!

Is the Customer Always Right?

2011-05-23T16:47:00.000-07:00

Ask anyone who works with the public and they’ll tell you that one of the keys to survival is having a good sense of humor and the ability to let criticism roll off your back. I learned this lesson quickly when I operated businesses in Bar Harbor during the summer tourist season. I love people. If I didn’t I never would have operated an inn or tour boat business. I’m the one who says during a job interview, “I’m a people person”. I’m also a people pleaser. I truly believe in offering the very best customer service possible!

If you own a business it’s likely that you prefer positive feedback over criticism - don’t we all! But we have to keep in mind that we can’t be everything to everybody - that we can’t please all of the people all of the time. In my ten years in the summer tourism business I can count on one hand the customers who weren’t happy with my services. 99.9% of my customers were fabulous and thrilled with everything. The remaining few just weren’t happy and there was nothing I could do to please them.

Every business owner will encounter an unhappy customer every now and then. Sometimes the cause of their unhappiness is something you did or didn’t do for them - sometimes they are the type of people whom you just can’t please. I had several who were just playing “complaint games” to try to get freebies out of me. I caught on to that pretty quickly! It’s difficult dealing with difficult customers. It’s difficult not to personalize it and let it ruin your day!

Truth is the customer isn’t always right – but they have a right to complain. My favorite unhappy customer was allergic to cats and I had one at my inn. This information was made very clear in all of my marketing materials. When she checked in and saw “said cat” – she informed me that she had serious allergies not only to cats – but also to couches, curtains, bed linens – you name it!

As one who also suffers from allergies I can relate to her plight but I was not about to remove the cat, cover the couches with plastic and take down the curtains as she demanded. She really should have made me aware of this when she called to make the reservation in the first place. To resolve the problem I kindly offered to book her at another establishment (a plain white walled hotel) and refund her deposit. The issue was resolved - she left satisfied - and my sanity, cat and couch remained intact!

Here’s how I learned to deal with unhappy customers regardless of whom was at fault. First and foremost try to find out why the customer is unhappy. Really listen to their complaint without getting defensive. Make it clear that you want to make it right. Then do what you can to fix the problem. If the problem isn’t something you can fix - offer another way to remedy the situation - so at the very least they’ll feel that you took care of them in some way. This may mean giving a refund or freebie and that’s ok when the situation calls for it.

I had several guests at the inn who were not happy because there were some services they were looking for that my property didn’t provide - such as a restaurant, bar or room service. Rather than having an unhappy guest - I would offer to find them a location more suitable to their needs and refund their deposit. They left happy and I was left with an inn full of guests who genuinely wanted to be there and that made my life easier!

This is called the LEARN technique and you can use it the next time you are dealing with an unhappy customer… to turn them into a happy one…

L – LISTEN to the customer – they want to be heard!

E – EMPATHIZE with the customer – let them know you understand how they feel

A – APOLOGIZE to the customer – do not get defensive

R – RESOLVE the problem – tell the customer how you plan to correct it

N – Do it NOW – take immediate action to resolve the problem

In this day and age of social media and the ease with which customers can complain about you publicly – it becomes even more critical that you do whatever you can to “make it right” in the eyes of the customer regardless of whom was right.

Social Networking – Just Do It and do it Well!

2011-05-20T16:36:00.000-07:00

The last time I checked the statistics - 350 million plus users are on Facebook. By the time your read this that number will be even larger and growing! If you’re not using Facebook and other social media sites like Twitter and Youtube to promote your business you’re missing a huge marketing opportunity and likely losing business to your competitors who are using social media!There are so many advantages to using these sites for promoting your business. First of all these sites are free! Second, they are a great way to keep your business “front of mind” to current and potential customers and they are a great way to make connections and network with other like-minded people.

Other benefits of using Social Media include

~allows you to disseminate information quickly and receive rapid feedback
~is alive, dynamic and flexible
~encourages others to talk “about” you
~can boost your search engine results

Social media marketing is “word-of-mouth on steroids”!

A few examples of businesses using social media effectively include an insurance company that had been resistant to using it. After learning of the potential marketing power of these sites - the company decided to give it a try. They are now using Facebook to offer insurance tips and advice. They are using this site to build credibility, increase visibility and reach an audience they likely wouldn’t have reached through other means. A jewelry artisan posts photos of her new creations to Facebook and often sells them before she even gets them in her store! A marina operator makes Youtube videos of activity in the boatyard including instructional videos of how to care for boats and posts them on Facebook along with photos of boats for sale. Restaurants use Facebook and Twitter it to promote specials and last minute deals!

Although these sites are free to use, there is a cost associated with the time you have to put in keep them updated. Is the investment worth it? Will it pay off? I can cite many more real stories of businesses that have seen an increase in their bottom line as a result of their social media presence but if you are seeking real data, check out this report – the 2010 Cone Consumer New Media Study that found…

Users who engage with you through social media sites are more likely to:

~share info about you across SM networks (62%)

~feel a stronger connection to you (61%)

~feel better served by you (60%)

~purchase from you (59%)

I have seen businesses using these sites effectively and others that have done themselves more harm than good.

When using social media sites you should never…

~create a page for your business and not update it consistently

~oversell or “spam” your followers

~post anything negative about a customer, supplier, stakeholder or employee

Do...

~create a positive presence on your sites

~use multiple sites and integrate them (post Youtube videos on Facebook)

~post and reply to feedback consistently

~add links from your website to your Facebook, Twitter and Youtube pages and vice versa

If you’re just getting started – I suggest you try Facebook first. Start by looking around for other businesses that are using the site and see how they’re using it. You can start with a personal page and you can set up a page for your business specifically. The key is to just get started! To think it was only a few years ago – people would ask, “Do you have a website?” Now they ask “Are you on Facebook or Twitter?” Every day more and more of your current and potential customers are logging onto social media sites! If you want them to find you – you’d better be there too!

“Farm Living is the Life for Me”

2011-05-15T12:58:00.000-07:00

I recently attended a Bangor Greendrinks event that featured Maine farmers talking about why they farm, how they farm and how the rest of us can support Maine’s farms. This event featured a great film documenting life on the farm from a large potato and dairy farm operation to smaller farms harvesting for individuals and farmers markets. Produced for the Maine Farmland Trust – “Meet Your Farmer” is a must see! This film will give you new appreciation for farm life and why we should support Maine farmers.

I was struck by how many young people and families are taking up farming or carrying on family farming traditions. It was so nice to see a commitment to Maine, a commitment to the land and the blending of the old ways with the new. A panel of farmers spoke about the joys and challenges of farming in Maine. A common theme that emerged was that farming is a business – it is a constant learning experience – it is a lifestyle choice – farmers in Maine support each other – they are passionate about what they do - and they need our support!

I am planning to do just that by buying into a CSA. CSA stands for Community Supported Agriculture and allows anyone to buy a “share” of a farm to “share” in the risk and the bounty. Most CSA’s work like this – you pay a one time fee (averaging a couple hundred bucks for the season) and in turn you receive a weekly delivery of goodies from the farm! Depending on the farm – this may include veggies, flowers, dairy products, meats and more! Most CSA’s offer pick-ups at area farmers markets. Some farmers offer the option of working off your fee - a great option if you like getting your hands dirty and want to work on a farm without owning one!

But if the thought of owning your own farm appeals to you. There is farmland available in Maine to purchase or lease. Many of the young farmers who spoke at the Greendrinks event are leasing farmland that is part of an effort to preserve and conserve land for farming. You can learn more by visiting the website for the Maine Farmland Trust – www.mainefarmlandtrust.org

For the rest of us who enjoy the bounty of fresh fruits, veggies and flowers but who cannot farm on our own – consider buying a share of a farm through a CSA and be sure to visit the local farmers markets for fresh goodness in season! By doing so you’ll reap the benefits of the harvest, eat well and support your local farmers! I can’t wait for the first tomatoes!

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For more information about CSA’s and farmers markets visit www.mofga.net and www.getrealmaine.com. To learn more about the film “Meet Your Farmer” visit www.meetyourfarmer.org

It’s the most wonderful time of the year

2011-05-08T12:30:00.000-07:00

I love this time of year. It’s the time for new beginnings and optimism. I was reminded of this on a recent trip to Bar Harbor as I indulged in one of my favorite ice cream flavors at the Mt Desert Island Ice Cream shop on their opening day. While sitting outside enjoying my Mexican chocolate in complete bliss I struck up a conversation with an entrepreneur who was next door laying the floor in his soon to open coffee shop. He was so excited to be opening his new business and I am so excited for him! I did give him this advice, “Make sure you take some time for yourself every day - even if it’s just a 10 minute walk - or you will be completely burned out by mid August!”

I lived and operated businesses in Bar Harbor for more than ten years and this was always my favorite time of year. The hope and promise of a successful season. A reunion of sorts as businesses opened their doors and the streets come alive with returning and new businesses gearing back up.

Owning a seasonal business has its upside and its drawbacks. I’ve never worked as hard as I did as an inn owner and tour boat operator. It is 24/7 and there are no weekend hikes in the park or leisurely afternoons sipping tea and popovers. You are bound to your business - taking care of people, changing sheets, cleaning toilets, baking muffins, managing reservations, hoisting sails, scrubbing decks, being a tour guide and hoping that the season will bring in enough to make it all worth it. Still – the rewards far outweighed the sacrifices and I would do it all again! Today I enjoy visiting Bar Harbor to do all the things and climb all the mountains I never had time to do when I lived and worked there.

But I do miss the adrenalin rush that owning a seasonal business brings this time of year.

So – to all of you who are opening up your existing business or your new one from Bar Harbor to Bangor – I salute you and wish you much success this season. I encourage the rest of us to patronize these businesses. For the most part – these are hard working entrepreneurs who are creating jobs, raising families and re-investing in our communities on a year round basis!

Saving Lives and Landfills one Bar at a Time

2011-05-01T12:47:00.000-07:00

The last time you stayed in a hotel - chances are you used part of the soap they provided and left the rest of it there. Ever wonder what became of that soap? Several years ago frequent traveler, Shawn Seipler wondered the same thing. So he talked to his buddy Paul Till and together they decided to conduct a little research. They discovered that each day in North America, nearly 2 million bars of soap and bottled amenities are discarded as trash - sending nearly 358 tons of soap and plastic bottles to local landfills on a daily basis....and there it was – one of those moments when two individuals hit on an idea that could change the world. Shawn started experimenting with recycling used soap on the stovetop in his kitchen. Eventually they discovered how to do it. But what to do with the recycled soap remained the question. Should they sell it to consumers? How would they market it? Then an “aha” moment struck. Why not distribute the soap to people worldwide who lack access to something we take for granted – soap!

That’s when Clean The World was born with a two-part mission:

Collect and recycle soap and shampoo products discarded by the hospitality industry every day.
Through the distribution of these and other donated hygiene products to impoverished people, prevent the millions of deaths caused by hygiene-related illnesses every day.

Clean the World is the largest global recycler of hotel amenities. In less than two years they have distributed more than 7 million bars of soap to children and families in the United States, Haiti and more than 40 countries worldwide. Included in this number are 1.5 million bars of soap sent to Haiti since the Jan. 2010 earthquake, with 300,000 soap bars delivered since an outbreak of cholera (diarrheal disease) in October.
Clean the World has partnered with more than 725 hotel properties in North America to provide soaps and bottled amenities to people in need. While doing so, Clean the World has also fulfilled a valuable environmental mission by diverting an estimated 550 tons of hotel waste from polluting landfills in the United States and Canada. These numbers are increasing daily! In fact, they just announced their first corporate partnership with Starwood Hotels & Resorts which will amount to 1.6 more million bars of soap recycled each year!

I am sharing this with you for two reasons:

To remind us that one “aha” moment can in fact change the world.
To encourage anyone that runs a large hotel or a small B&B to participate in the program.

I had the honor of interviewing Shawn, on of the co-founders of this program and was so inspired by their story that I wanted to share it with you here. He and the entire Clean The World team are truly an inspiration. I guarantee you will never take that bar of soap in your hotel room or bathroom for granted again. To learn more visit their website www.cleantheworld.org.

Running a Marathon

2011-04-27T15:51:00.000-07:00

For the past few months I’ve been training for my first half marathon and on April 3^rd all that work will be worth it when I (hopefully) cross the finish line! Marathon training is a lot like what it takes to be successful in business. You might be thinking that’s quite a “stretch” but hear me out!

Being successful in business and running a marathon requires risk taking, discipline, and not giving it up when it gets hard and hurts. I’ve discovered that completing a long run is one part physical and ten parts mental. It requires a lot of self talk and mind games (just one more mile, one more tune, you can do this!) the same is true for being in business. There will be times that try your patience – times when you just want to give up and stop running. Times that test your decision about undertaking this journey. Those are the times when you have to take a deep breath and keep moving forward.

There will be days in business and when you run that are cold, windy, stormy and not fun. But there will be more days when you feel that rush, that freedom, that sense that you are strong, alive and can accomplish anything! Those are the days that keep you going!

Similar to completing a long run – starting a business is an adrenalin rush. Those first few miles are when you feel your best. Your energy level is high and you feel as though you can go the distance. It’s those “middle” miles – after the initial start-up period when most businesses fail and runners quit. Those are the miles that require the most work and perseverance to push you over the hump towards the finish line. Once you can see the finish that adrenalin comes back in a big way!

What that finish line looks like is an individual choice. As a business owner it may be to make enough money to quit your day job, to be able to pay your bills doing what you love, or it may be to create jobs and expand rapidly. What drives you towards that finish is what will keep you going to get there. Runners have their own reasons for running and how and when they get to the finish is also an individual choice. For some it’s about get there as fast as possible – for others it’s just about getting there!

Whatever the distance and whatever your goals as a runner or as a business owner remind yourself that it’s only one step at a time. Don’t dwell on how far you have to go but rather how far you’ve already come, how much stronger you are and how good it feels when you achieve a goal you never thought you could and then put one foot in front of the other and breathe.

Business lessons from American Idol

2011-04-24T15:42:00.000-07:00

I have to admit that watching American Idol is a guilty pleasure of mine. I can justify this (in part) by noting that there are a lot of good lessons from Idol that can be applied to business. What is making idol fun to watch this season is the variety of the performers who have made it to the final rounds. No two are alike. You have pop, blues, country, soul and rock artists. Each contestant has talent and is finding their niche, their stride and the genre in which they can be the most successful.

This is a great lesson for those of us who often struggle to be all things to all people rather than accepting and focusing on what we do really well. As business owners we often feel pressure to add products or services to our mix when we would be better off sticking with the formula that works for us. I remember my days as an in Innkeeper in Bar Harbor when guests would suggest that I open a restaurant at the Inn. I thought about it – then realized that being a restaurant operator was not what I was good at – nor was it my passion. I needed to focus on what I did well and refer guests to the many fine restaurants that were within walking distance of my establishment.

I’m not suggesting that you shouldn’t try new things or expand your horizons but you need to be careful not to dilute what it is that you do best. The contestants on American Idol have been advised by the judges to push the envelope, to get out of their comfort zones and to experiment with new sounds and types of music. In spite of this advice, the most confident performers have stuck to their guns and stayed with the genre of music they are the most passionate about while pushing themselves to the next level to achieve the greatest performances possible. More and more the judges are recognizing and acknowledging the talents of the finalists and helping them find and excel in their niche.

The contestants on Idol can choose to sing a variety of songs, but the ones that will continue to be the top finalists and eventually the winner will make sure their song choices best reflect, enhance and showcase their talent, rather than detract from it. As business owners we need to do the same thing. If you are thinking of adding new products or services make sure they fit within your business niche and brand. Like the contestants on Idol, if you focus on what you do best and give your best performance very day – you too will be a rock star (or country, or blues or…)

Going Green

2011-04-10T13:02:00.000-07:00

Spring is here (finally) and Earth Day will be celebrated this month which makes this a good time to think about “greening” your business. Being green is not only good for the environment – it’s good for business. It can save your business money and more and more customers are seeking out businesses that are “green”. You can decide just how “green” you want your business to be. You can do a little or a lot depending on what works for you.

Here are 10 simple things you can do today to “green” your business.

1. Turn off the lights when you’re not in your office, kitchen or bathroom

2. Replace disposable cups in your company kitchen area with mugs

3. Place a recycle bin in every office and your kitchen to encourage employees to recycle food containers

4. Put a sign up by the copy machine encouraging double sided printing

5. Purchase recycled office products, paper, and toilet paper for your office

6. Create electronic versions of materials such as media kits and reports and post them to your website

7. Adopt an area around your building, street or park near by and have an employee clean up day

8. Limit the time you spend on the road traveling to meetings by calling or Skype-ing in whenever possible

9. Encourage and reward employees who carpool, ride the bus, walk or bike to work and finally... re-use and recycle outdated office furniture or donate it rather than throwing it out!

Spring is here – let’s get GREEN!

Easter Candy Favorites

2011-04-07T12:52:00.000-07:00

You know it’s Easter when the stores are filled with chocolate bunnies and Peeps. When it comes to what’s in our Easter baskets – we all have our favorites! One of mine are Cadbury Crème Filled eggs. This is the only time of year I allow myself to indulge in these delicious chocolate and sugar delights. They bring back fond memories as a child living in England and discovering them for the very first time.They weren’t yet sold in the states so when I was packing to return to the US I stuffed as many crème eggs as I could into my suitcase. I wanted an ample supply for myself and to share with friends (you can get a lot in a sock). Imagine my surprise when I opened my suitcase and discovered that Cadbury Crème Eggs and altitude don’t mix. They had exploded! Not only did I lose my eggs – my clothes were a sticky mess!

Fortunately, I don’t have to smuggle these in from the UK any longer! They’re manufactured in the US by the Hershey Company, but their history dates back to 1923 when the Cadbury brothers first started making filled eggs. The eggs as we know them today were introduced in 1963 under the name “Frys Crème Eggs” and re-named Cadbury Crème Eggs in 1971. The Brits are still “egg-static” about these delights. Creme Eggs are the best-selling confectionery item between New Years Day and Easter in the UK, with annual sales in excess of 200 million eggs!

“Peeps” are another popular Easter candy – yet they stir up the most controversy. You either love ‘em or loathe ‘em. I asked my Facebook friends to chime in with their opinions about these sweet little marshmallow treats and the comments ranged from “I LOVE them” to “they fit my four major food groups - sugar, artificial coloring, fat and marshmallow - a winner! Peep haters had this to say, “Nasty” “Gross” “Hate the texture” and “Its the Peep pushers...that keep getting in your face, trying to get you to eat these disgusting little suckers.”

Regardless of your opinion, Peeps don’t seem to be going away any time soon. In fact for the past 10 years, Peeps have been the number one selling non-chocolate Easter candy. Manufactured in Bethelehem, PA by the Just Born Candy Company - Peeps have been around since the 1950’s. The first Peep took 27 hours to be “born”. Today a Peep is born every 6 minutes. The most popular color is yellow – followed by pink. Peeps are a seasonal item and the amount eaten at Easter could span the earth’s circumference more than once.

So there you have it – some Easter candy trivia to share at your table. Enjoy your Holiday and your Peeps and remember - there is no wrong way to eat a chocolate bunny!

Time to Write that Business Plan

2011-04-03T12:43:00.000-07:00

It’s time to remind you to write a business plan! I know, I know – you’ve seen this movie before. But if you’re still one of the many business owners or “wanna be” business owners who have not written one – this is your friendly reminder to do so!

For some, this task is a welcome one – for others it creates as much stress as a final exam in math class or a root canal. Let me put your mind a tease and tell you that as is true on in those examples – it’s never as bad as you think it will be and you‘ll feel so much better after it‘s done!

A business plan is a written document describing your start-up or expansion. According Tom Gallant, a business counselor with the Maine Small Business Development Centers – it focuses on three areas - operations, sales/marketing and financials. In other words – what have you got, who will buy it and will you make a profit. Easy breezy. Here’s more good news – it doesn’t have to be a novel – it can be 4 to 6 pages and there are places and people that can help you. You can find business templates on line and tutorials at www.mainesbdc.org. The financials are often the part that challenges us most. How do we project our sales by the month? There are no easy answers to this but you can narrow it down and make the best guest possible. Start with figuring out the most you can sell in a day, week, month and the least and arrive at a number somewhere in the middle that makes the most sense.

So why bother with a business plan? If you are seeking financing for your business – the lender will require that you have a plan. Unfortunately that is the sole reason many people write their plans when the best reason to write one is for you! The process of putting a plan together will help you determine if your business idea will work, the parts of your business you have a good understanding of and the and the areas where you will need more help. Further, getting your ideas out of your head and onto “paper” helps you really think things through and see things more clearly. I know because I’ve done this time and time again and helped other businesses do the same. No one has ever complained to me that writing their business plan was a waste of time – even after they initially resisted the idea.

I find the most value in a business plan when it’s used as a document to manage your business on a daily business. When it’s your business – you are the boss. There isn’t anyone else telling you what needs to be done or what the big picture goals are for the business. You have to manage the day to day operations while keeping an eye to the big picture. Been there – done that and it’s not easy! Having a business plan as a reference and a tool for making decisions is critical to keeping your business from running you! Just do it!

To Fear or Not to Fear

2011-03-20T14:35:00.000-07:00

Fear is both good and bad for us. Without fear we’d all be dead! Fear helps keep us and those we love safe from harm. It keeps us from taking stupid risks. But fear can prevent us taking risks that can be good for us. Too often we get in our own way of accomplishing great things because we fear the worst. We don’t start that business because we fear failure. We don’t ask the girl or guy out because we fear rejection. We don’t take that trip of a lifetime because we fear being in a strange place. The best question you can ask yourself when taking a risk is “What’s the worst thing that can happen?” If the answer won’t kill you, put you in the hospital, bankrupt you or hurt someone else – then the risk may very well be worth taking.

The best piece of advice my mom gave me growing up was “Don’t be afraid to ask for what you want – the worst thing that can happen is that someone will say “no” – the best thing is that will say is “yes”. But, if you don’t ask – you will never hear “yes”. I tested this theory time and time again with my parents –and more often than not - I heard “no”. But there was a “yes” or two along the way and since leaving the nest this advice has opened doors for me simply because I was not afraid to “ask”. In fact, I would not be writing this column had I not “asked”.

Think of how many inventions and successful businesses would not exist had the person who initiated it been afraid to try. Take Michele Gilfoil who was a successful banker and took a trip to Africa. There she met women making shea butter and had an “aha” moment to produce body care products using shea and other ingredients unique to Africa. Michele had no experience in this type of business but she did not let fear stand in her way. She took it one step at a time and figured it out by talking to people and not being afraid to ask for help.

She named her business Planet Botanicals and found manufacturing space in Maine to begin to formulate her products. She admitted many failures and mistakes along the way. She had no experience in formulating - but her passion and commitment to making this company succeed kept her going even when she had to throw out yet another batch! She never gave up. Today her product line is growing and her products have received glowing reviews in major media outlets.

Michele is just one example of successful Maine entrepreneurs who did not let fear get in their way of fulfilling their dreams and passions. She recognized what she didn’t know and asked for help. Too often we are afraid to venture beyond our comfort zones because we fear we don’t know enough. When all we have to do is “ask” others and take it one step at a time. Being fearful can work to our advantage as it forces us to think things through before we take the leap but we shouldn’t let it keep us from taking risks that can change our lives for the better.

What Zappos can teach us

2011-03-20T09:01:00.000-07:00

A company that really gets it when it comes to customer service is zappos.com. They consistently rate high in customer service surveys and personally – I’m a fan! I like them because they offer products I can’t find locally with free and speedy shipping - plus returns and exchanges are never a hassle. But what I especially like about Zappos is their sense of humor! You’ve probably chuckled at their TV ads and when you call to speak with a customer service rep – you actually get to a real person who is helpful, friendly and fun! The last time I called to ask about making an exchange, my rep asked me for my order number. I said, “hold on” to which she replied, “To what – my desk, my chair…?” Hilarious! Then she proceeded to really WOW me. When I asked if I could exchange the boots I bought for a smaller size. She said they would ship out another pair today for FREE and no charge for shipping! She said, “Try them on – pick the ones you like best and return the other pair.” When I thanked her for making that so easy – she said “Shopping should be fun and not a hassle!” A lesson every business can learn from!

Zappos success is based on 10 core values

These are great values for any business whether you are operating on-line, from a store front, or out of your truck! Zappos gets it and as a result customers and employees are fiercely loyal to them! Think about how you can deliver the WOW factor to your customers and have fun doing it and remember – a little weirdness is good for business!

Million dollar inventions for under five dollars

2011-03-10T10:02:00.000-08:00

Nearly every day I receive a call or an email from someone with that “million dollar idea”.   The more I work with inventors the more I realize that there is no “right” formula for successfully taking an idea and turning it into a million dollar home run! Sure there are steps one can take – researching the idea and the market opportunity, researching and possibly securing a patent for the idea and finding a manufacture to help you successfully bring it to market.   Sounds easy enough but the truth is it’s not. A majority of good ideas never get from the “aha” stage to the market for any number of reasons.

But some do and that is what inspires inventors to keep on trying.   Yahoo recently published an article that originally appeared in Investopedia that listed 7 products under $5.00 that made millions! These products included: Post-It Notes, Slinky, Crazy Straw, Silly Bandz, Pet Rock, Antenna Ball and Koosh Ball.

What’s interesting about some of these products is that their inventors did not set out to create what they turned out to be!   For example, the Slinky was invented in 1945 by Robert James for the Navy as an anti-vibration device for ship instruments. However the Navy didn't use them so James searched for another use for his invention. He made it into a toy! Over 300 million Slinkys have sold since!

“Post It’s” resulted from a huge “fail” after a 3M employee was tasked to create a new strong adhesive and came up with the adhesive that didn’t stick well so he started using it to attach notes to his reports.   Soon his fellow employees wanted it and the rest as they say “is history”.

The moral of these examples is that sometimes the most successful products stemmed from “failed” inventions that were “re-purposed” into something else. Failure can lead to great success if we are willing to think beyond the obvious and see potential where others may not!

Talking to Strangers

2011-03-06T15:55:00.000-08:00

My friend Mackie and I arrived at the Montes Café in Bangor, Maine for lunch. It was the last day of their “Mexican” week and I was not going to miss out on my favorite fish tacos and to die for chocolate kahlua cake! What we got was a lot more than we bargained for! Montes was – as it often is – very busy. The only table they had open was a large round table for eight. They sat us there and asked if we wouldn’t mind sharing it if others needed a spot. We said, “of course”!

As we began drooling over the menu two women arrived and asked if we minded if they joined us. We immediately introduced ourselves and struck up a conversation – each talking about why we were there and what we were going to order. But we also talked about what we do, who we are and what brought us to or back to Maine. Everyone had an interesting story about why they’re here and what has kept us here or in the case of both of these women (who have been friends for 60 plus years) why they returned after leaving.

As it turned out one of the women knew who I was and was excited to connect with me by accident! We exchanged business cards and plan to get together again to talk about her business. After we placed our orders two gentlemen were seated at our ever-growing table. I’m not sure they knew what they were getting themselves into but they quickly joined us in conversation. They both work for the state and it was fascinating getting their take on what’s going on in Augusta and to learn about the jobs that they do.

Thanks to Montes – we “turned the table” on the old adage “never talk to strangers” and by the time the dessert menus came we all felt like old friends. So much so that we convinced each other to get the chocolate cake and together we reveled in the joy of each bite!

I’m telling you this story because it was one of the highlights of my week and it was truly unexpected! It reminded me that with all the “social” networking we’re doing these days – nothing compares to meeting new people in person! Thank you to Montes for creating an atmosphere for that to happen. From now on I’m going to ask for a big table – and talk to strangers. Give it a try – it just might be the highlight of your week too.

Secrets to getting media attention

2011-03-01T08:16:00.000-08:00

Many of you have been asking me how you can get more media attention for yourselves and your business. Some have asked to be guests on my radio show – Back to Business (shameless self promotion), others want to get on other radio shows, get your stories in newspapers/magazines and on TV.

Sure – you could send a News Release - and hope you get a call! But if you want to be successful you need to know two things…

What is the compelling “story” you have to tell or valuable information you have to share?
What are these media outlets “looking for”?

I love it when someone asks to be on my show! That is the most flattering compliment and we media folks love compliments! But I also take what I do very seriously in terms of what will appeal to my audience? Asking to be on my show solely to “sell” your business, your new product or service won’t get you far. You have to share something that will be of value to my audience. That may include your “story” about getting into business or something you’ve learned about being in business that others would benefit from.

It has to be the right “fit” for my show and that is true with every other media outlet. If you want to be on my show – listen to my show! If you want to be in the EDGE – read it! (you’re reading this – so you’re one step ahead). Do your research before you make your “ask”! A lot of my “asks” come to me via email and Facebook/Twitter and that’s how I like it! You can often find out how media outlets like to be approached simply by visiting their websites.

Speaking of Facebook and Twitter – did you know that media people “mine” social media sites for stories? So, if you’re not using social media for your business – you are missing out on potential opportunities to attract media coverage.

Social media and face-to-face networking is key to gaining media exposure for your business. Media people are just that – people - and we need you because we need content! So, when we’re thinking about stories and looking for people – if you’re “top of mind” – you stand a great chance of getting the “call”.

If you do get the “call” for a interview – do whatever it takes to say, “YES”. Like you – media people are busy multi-tasking so the less time we have to spend chasing you down – the better! If you’re asked for an interview and say “no” repeatedly – we’ll stop asking you and ask someone else (it’s a lot like dating). And if you fail to show up for our “date” without good reason – and stand us up (unless you have a compelling reason) don’t expect to be asked “out” again.

But if you respond enthusiastically to our request, show up on time, are prepared and bring value to what we’re doing – the chances are good that we will ask you “out” again and your first media “date” will lead to many more!

Remember – we need you as much as you need us and when it’s the right fit and we come together and make “media magic” – it’s a “win – win” for both of us!

The Slinky was a “Fail”?

2011-02-20T16:01:00.000-08:00

Nearly every day I receive an inquiry from someone looking for help with their “million dollar idea”. The more I work with inventors the more I realize that there is no “right” formula for successfully taking an idea and turning it into a million dollar home run. A majority of good ideas never get from the “aha” stage to the market for a variety of reasons.

But some do and that is what inspires inventors to keep on trying. Yahoo recently published an article that originally appeared in Investopedia listing 7 products under $5.00 that made millions! These products include: Post-It Notes, Slinky, Crazy Straw, Silly Bandz, Pet Rock, Antenna Ball and Koosh Ball.

What’s interesting about some of these products is that their inventors did not set out to create what they turned out to be! For example, The Slinky was invented in 1945 by Robert James for the Navy as an anti-vibration device for ship instruments. However the Navy didn't use them so James searched for another use for his invention and made it into a toy. Over 300 million Slinkies have sold since!

“Post It’s” resulted from a huge “fail” after a 3M employee was tasked to create a new strong adhesive and came up with an adhesive that didn’t stick well so he started using it to attach notes to his reports. Soon his fellow employees wanted it and the rest as they say, “is history”.

The moral of these stories is that sometimes the most successful products stemmed from “failed” inventions that were “re-purposed” into something else. Failure can lead to great success if we are willing to think beyond the obvious and see opportunity where others may not! Many of the most successful inventors did not set out to create the product that ultimately brought then success – they simply never gave up when they failed.

Talk About It

2011-02-13T16:15:00.000-08:00

Two meetings stand out for me this past week. What they both had in common was that the individuals I met with were seeking advice for their business start-ups. What they didn’t have in common was what each person took away from our meetings.

One person is starting an information technology business and has already done a lot of homework and is in the development phase. He is very confident that his business and the concept will be successful. When we met he was looking more for affirmation and less for advice. He was meeting with as many people as he could to float his idea by them for their thoughts and opinions. He left our meeting feeling more confident with his idea and with a few more recommendations of other people to speak with.

The other person I met with is interested in turning her hobby into a business. She really didn’t know what to do or how to go about it. We spent an hour brainstorming and batting around ideas and “voila” one of them felt just right and we both went “bingo”! She is going to run with that idea and do further research and due diligence to determine if it is in fact a good business idea. She left the meeting excited and feeling much better that she now had direction.

I’m sharing these stories with you to encourage you to take the time to talk with others about your business – whether you’re just starting one or already operating one. It’s amazing what “magic” can happen when you say it “out loud” to someone else. Someone who can be there to listen, to respond and perhaps offer suggestions, ideas and referrals.

Time and time again great things have happened in my life simply because I told someone my ideas or someone told me theirs. Too often we hold back because we think our idea might be “stupid” or someone might “steal it” or we want to have it all “figured out” before we tell anyone. I find that just by talking about it – by saying it “out loud” it helps me to further define and refine my ideas. Certainly you need to proceed with caution, especially if your idea might be something “patent worthy”. There are ways to protect yourself if that is in fact the case.

Start by asking someone you know and trust to coffee or lunch and talk about what you’re thinking about. If it ends up going nowhere – that’s ok. I’ve found there is usually a good reason some things just don’t work out or I choose not to pursue them. But those ideas and conversations are never a waste of time because they usually lead to the “right” thing - eventually! So, today - contact one person you know and set up a time to meet for coffee or lunch and conversation. You never know – that one hour could change your life!

Happy Valentines Day Co-preneurs!

2011-02-06T16:26:00.000-08:00

Relationships are complicated enough – imagine being in business with your significant other! As we celebrate Valentines Day lets raise a glass and toast those “co-preneurs” who have committed to each other through thick and thin – in sickness and in health and when cash flow is good and not so good! When I bring this topic up most people fall on one side of the fence or the other. One side responds with “I would love to work with my significant other” while the other side adamantly states “Are you kidding me???!!!”

I found myself in this situation with my former significant other as we ventured into business together first operating an Inn and then a tour boat operation. We loved being in business together. We were a team sharing common goals and enjoying the wins and losses along the way. No one else understood what we were going through – what running our businesses was like – except us. We were fully in it together. Did we have our moments? - sure! You can’t help but get on each others nerves every now and then when you are together all the time and often dealing with stressful situations. But we maintained our sense of humor and rode through the bumps in the road together. It truly made us stronger.

One of the key reasons being in business together worked well for us and what I hear from other couples doing the same – was that we had very different jobs and responsibilities. When we ran the tour boat – he was the licensed Captain. I served as crew every now and then – but that boat was his baby. I was not going to tell him how to sail it or manage the crew – no way! I handled the business end - sales, marketing, personnel and financial matters. He stayed out of the office and I stayed clear of the engine room! It worked very well for us. Sure we planned the day together and discussed how many trips we could do – how many passengers we could take and how many crew we needed. Bottom line – each of us focused on our strengths and respected each others knowledge and work. But our common goal was always the same – to run a successful business and make our customers happy and keep them safe!

It is possible to successfully be in business with your partner. It takes mutual respect, defining and separating job duties and responsibilities, sharing common goals, maintaining a sense of humor and genuinely liking the other person enough to want to spend lots of time together – lots! Happy Valentines to all you co-preneurs making it work! May you enjoy some well deserved “couple” time and forget about the business for just a little bit!

Building your SUPER TEAM!

2011-02-02T17:42:00.000-08:00

It’s Super Bowl week! Sadly my team – the Patriots will not be vying for a ring this year – but my second favorite team will be. I’ll be waving my terrible towel and hoping that the Steelers can pull it together and take the win!

Having a great team, exceptional coaches and a little luck are part of what it takes to win the championship. The same holds true for success in business! No one can be successful alone. It takes a team. If you own a small business take a look at the team you’ve put together. This might include your employees, family and other folks who provide your business with support including your accountant, lawyer and other support people. Then ask yourself if you have all the right players in place to successfully achieve your goals? If not, whom should you replace or what training and coaching do your team members need? Think like a football coach. Evaluate the strength and weaknesses of your team members. Coach and train them to be even better and draft the players you still need!

Once you’ve got your team in place you need to be the leader, the coach, and motivator to make sure everyone is moving the ball down the field as efficiently as possible. There will moments when everything clicks and you score! There will be moments when someone fumbles or the other team outplays you or conditions are out of your control and moving the ball becomes difficult if not impossible. These are the times that test a coach. These are the times when it’s critical to re-group your team to devise a strategy to recover and move forward. These are the times when it becomes absolutely critical that the coach motivates and leads and isn’t afraid to make difficult decisions and take some risks.

The best coaches are the coaches players want to play for! You can be that coach by showing your players that you respect and appreciate them, by recognizing and rewarding their accomplishments and supporting their efforts to grow and improve. But most important you need to have their backs when things go wrong and remind them that we are all in this together. When you lose you lose as a team and when you win – you win as a team!

Time to tend to the garden

2011-01-16T16:23:00.000-08:00

I just spent the last week cleaning up my website. I also spent it cleaning out closets, medicine cabinets and that scary junk drawer in my kitchen. Next up is my blog, closet and paperwork. I know from past history that January is the month when I’m most motivated to get my life in order. After that - forget about it! I strongly encourage you to do the same.

There’s no better time of year to get your ducks in order for the rest of the year! If you need motivation – go to any major retail store and you’ll see lots of great and fun storage options! Seems retailers know that I’m not alone in this urge to get organized in January. Many stores have entire sections loaded with storage bins, baskets and more in all sorts of fun textures, sizes, shapes and colors.

I often look at life like a garden with a lot of seeds planted that need to be tended to in order to grow. Getting organized is a great way to tend to your garden. Get in there and get dirty and take a look at what is thriving, what is dying, what needs more fertilizer and what needs to be pulled out and moved to the compost pile. If you don’t tend to your garden it will get out of control and all those seeds you planted that have a chance to grow and thrive and be successful will get crowded and choked out by the seeds that have rotted. You need to get in there and clean out what is not growing and let the sun shine in on the seeds with the most potential.

I realize I’m getting deep here - but it’s so true! Take the time now to tend to your garden. Look at your business and personal life and all the seeds you’ve got planted. How do you want your garden to grow this year? Which seeds are worth continuing to nurture, which ones need to be pulled and what new seeds should you plant. Then do it!

Many of us dread or have a hard time finding the time to focus on a “project” such as cleaning up our website or organizing our finances but once you start -momentum will carry you forward. Once you accomplish cleaning out one part of your “garden” you’ll want to move to the next. If feels so good, so satisfying to feel back in control and to know that you’ve done everything you can to create an environment where all those seeds you’ve planted stand the greatest chance for success in the coming year!

Networking vs Soliciting

2011-01-09T16:12:00.000-08:00

I believe in the power of networking to grow a business and to open doors to new opportunities and relationships. But there is a fine line between “networking” and “soliciting” and if you cross that line you run the risk of damaging relationships to the point of damaging future business.

We know it when we see it – when someone is soliciting us, when they are trying to “sell” us something. These are often the folks we avoid at networking functions, we don’t read their emails and rarely return their phone calls because we’re sure they just want to “sell” us something and if we’re not interested we don’t want to waste our time.

So what is the difference between “networking” and “soliciting”? Let’s look in the dictionary. According to Websters…

Networking - : “the exchange of information or services among individuals, groups, or institutions; specifically : the cultivation of productive relationships for employment or business”

Soliciting - : “to approach with a request or plea”

The key difference between “networking” and “soliciting” can be found in one word – “relationships”. True networking is about developing relationships that may or may not lead to a “sale”. It’s about developing trust and a relationship that is mutually beneficial to both parties. Good “networkers” know that networking is not about “closing the deal” but rather about opening the doors that may eventually lead to new business and valuable relationships. Often times that business doesn’t come from the people they are networking with directly – but from the people those people know.

It may take time to reap the benefits from networking – to see the results in one’s bottom line. But patience is the key to success. When you try to force a “sale” upon someone with whom you don’t yet have a relationship – you not only risk losing the sale – you risk losing the potential to build a “relationship” that may have lead to a sale eventually or to a valuable referral. Once you turn someone “off” it becomes very difficult to re-establish a relationship.

So get out there and network – keeping in mind that it’s all about building relationships. Like the classic tale of the “tortoise and hare” – take it easy, take it slow and don’t focus on making the “sale”. Patience and persistence always wins in the end.

#@&% Happens

2011-01-02T16:31:00.000-08:00

I was out and about running errands after Christmas when suddenly fire trucks and other emergency vehicles came screaming into the mini mall where I was shopping. I had no idea what was going on and I didn’t see flames or smell smoke but a few minutes later I saw the store next door flooded with water. The workers were inside scrambling to protect merchandise and important documents, etc. while the firefighters were diligently mopping out the water and there was a lot of it. I don’t know if it was the result of a leaky roof or a busted pipe but I am hopeful the business recovers and commend the quick response from the firefighters.

I’m telling you this to remind you that every business MUST have a disaster pan in place should something like this happen to you. I doubt the owners of this business woke up that morning thinking “I bet today is the day we have a flood in the store.” Tis the time of the year when roof collapses, fires, power outages and other challenges face us as winter makes us even more vulnerable than usual. A few days prior Sugarloaf dealt with their own unexpected disaster when a chair lift broke sending many plummeting into the snow below and others having to be rescued from the chairs that remained dangling from the lift. Scary stuff. We don’t yet know the circumstances that caused this incident to happen but I feel for the people who were involved and for Sugarloaf. It could have been much worse.

Both of these incidences took me back to the night I got a call from the Harbor Master in Bar Harbor telling me that my boat – my livelihood - had cut her line and was on the rocks. This was when I operated a commercial tour boat. We had no idea why that happened – we had done everything right. The mooring line had been inspected several times. The lines were secure. But later we discovered that a small piece of sharp metal met up with the line and the circumstances were just right for the metal to cut through the line. Fortunately she was rescued off the rocks before the damage was too severe and no one was hurt. But we lost the best weeks of the season as she was hauled out for repairs.

Sometimes these things happen for a reason. A few weeks after my boat was back in the water a major hurricane arrived to once again but a damper on the season. Had she not cut her mooring earlier – we would have never known the mooring had a problem and would have certainly lost her for good if she sat on that mooring during the fierce winds and surf that came that night. But because we repaired the mooring - she rode through out the hurricane like a champ and we remained in business for years.

My point is that even if you do everything right to protect your business – “you know what” happens. I don’t was to worry or depress you – I just want you to be prepared in the event the unexpected happens so you can recover. Why not start the New Year by reviewing your insurance policy and prepare a recovery plan. Check out www.ready.gov for help. You’ll sleep better knowing you are prepared for the unexpected and we know from recent events – it can happen!

New Year - NEW Attitude

2011-01-01T17:07:00.000-08:00

I recently read a great quote about “attitude” being the only thing we can control. How true! As we ring in the New Year after what has been a rather challenging year for many of us I’m reminded how important attitude is.

You can’t always control your circumstances or how other people act or think or decisions made in your job, your business or your personal life that affect you. But you can control our attitude.

A friend was telling me about the industry he works in and his frustration with the way the industry is being operated and managed these days. It has affected his ability to do his job the way he thinks it should be done and it’s also impacted his paycheck. He’s frustrated because these decisions are entirely out of his control. He vents on occasion and then feels better – sort of. But he’s accepted the fact that worrying about changes and decisions that he has no control over is pointless. He’s recognized the importance to his mental health of maintaining a positive attitude in spite of the challenges.

Another friend was laid off from her job this past year. Obviously not a decision she made for herself. After a period of shock, anger and feeling sorry for herself she changed her attitude and viewed the loss as an opportunity to make a positive change. She embarked on a business venture that she had wanted to do for some time and decided that this was the time to do it and she hasn’t been happier.

Another dear friend lost most of her home in a fire this year. Such a tragic accident but fortunately the family made it out safe. After dealing with the loss - the family has embraced a positive attitude about the opportunity to rebuild a house the way they have always wanted it to be and are counting their blessings that the situation wasn’t much worse.

I have a “24 hour” rule when things don’t go my way or as planned. I allow myself 24 hours to feel sorry for myself and sad. It’s important to do that – to grieve, to feel sad and disappointed when situations call for that. But wallowing in it won’t do you or anyone else any good. So after 24 hours and usually a little “retail therapy” I begin to look for the upside and move on with a positive attitude. I realize this is easier said than done sometimes – but it can be done.

So as we enter a New Year think not about what you hope to accomplish this year or the resolutions you hope not to break but rather think about the attitude you will embrace in the coming year. It’s the only thing you can control and it feels really good when you make thinking positive a part of your daily life. It makes the good times even better and the tough times easier to push through.

Happy “positive" New Year

Planning for the New Year

2010-12-27T10:14:00.000-08:00

Here we are again saying goodbye to the old and hello to the New Year! This is the perfect time of year to take a little time to stop, reflect, and plan. If you own a small business or you’re thinking that this is the year you will start one – you need to have a plan.

When I say “plan” I’m not suggesting you need to write out a huge, lengthy business plan. It only takes a few well thought out pages to set you on the right course for the New Year. Here are some tips to help you.

Start with your vision of what you’d like your business to “look like” this year. If you’re currently in business identify what is working and what isn’t and then what you need to change, what should stay the same and what you might add to your business this year.

Set some specific goals that you’d like to accomplish this year. Sure we all want to be more profitable – but you need to figure out how to make that happen. For example – if you want 10 more advertisers or 100 more customers – break that down by month and develop a strategy and timelines to achieve those goals.

Consider your marketing strategy. What is working – what is not? Establish your marketing budget for the year. Should you be using social media more to promote your business? Does your website need a makeover? Do you need to be out and about networking more?

Reflect on the people that make your business possible. This includes yourself, your employees and family members involved in your business. Are you making the best of everyone’s skill sets? Does anyone need additional training? Do you need to expand or shrink your staff? What role are you playing in your business and is that best for the business? Should you delegate more to others?

Take a look back at your revenue and expenses in 2010. Are their ways you can reduce your expenses? Are their areas (products/services) that are not financially viable that should be let go or changed? Are their any major investments you need to make and plan for this year?

Attach timelines to your plan. For example if you’re opening a new business identify your opening day date and work backwards to set goals that need to be accomplished and when to get you to that opening day!

Finally make your business “escape” plan for 2011! Take out your new calendar and schedule your time off and vacations NOW! If you don’t chances are that you will find it difficult or impossible to get away and getting away from your business is good you and that’s good for business!

Plan now to make 2011 the best year ever!

Deb's 12 Dayz of "BIZ-MAS"

2010-12-20T16:52:00.000-08:00

On the first day of Christmas my business sent to me

A New Year of profitability

On the second day of Christmas my business sent to me

2 good employees

and a New Year of profitability

On the third day of Christmas my business sent to me

3 satisfied customers

2 good employees

and a New Year of profitability

On the fourth day of Christmas my business sent to me

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the fifth day of Christmas my business sent to me

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the sixth day of Christmas my business sent to me

6 sales transactions

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the seventh day of Christmas my business sent to me

7 cups of coffee

6 sales transactions

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the eighth day of Christmas my business sent to me

8 hours of sleeping

7 cups of coffee

6 sales transactions

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the ninth day of Christmas my business sent to me

9 ladies shopping

8 hours of sleeping

7 cups of coffee

6 sales transactions

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the tenth day of Christmas my business sent to me

10 lenders leaping

9 ladies shopping

8 hours of sleeping

7 cups of coffee

6 sales transactions

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the eleventh day of Christmas my business sent to me

11 on line orders

10 lenders leaping

9 ladies shopping

8 hours of sleeping

7 cups of coffee

6 sales transactions

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

On the twelth day of Christmas my business sent to me

12 days to pay

11 on line orders

10 lenders leaping

9 ladies shopping

8 hours of sleeping

7 cups of coffee

6 sales transactions

5 paid receivables

4 days vacation

3 satisfied customers

2 good employees

and a New Year of profitability

The End

Christmas Miracles at the USPS

2010-12-15T18:07:00.000-08:00

I was running around doing the usual Christmas errands the other day including heading to the post office to mail my cards and packages. The line was long yet moving at a steady pace. Customers were very patient. As we stood there many of us struck up conversations about our plans for the holidays and to whom we were mailing our packages.The woman behind me shared that she was mailing a book to her son. She showed me the book with great excitement before she stuck it in the priority mail envelope. She told me her son had enlisted the day after 9/11 and he would be in San Diego for Christmas – far, far away from his family in Maine. While many of us might feel sorry for ourselves if we were in her shoes – she beamed with pride about her son and although she said she is missing him she would not have it any other way.

I was on the verge of tears talking with her and realized they are both heroes. Suddenly the little, insignificant stuff that was stressing me out as I prepared for the holidays seemed completely insignificant and selfish when others are sacrificing so much this season.

The holidays have a way of illuminating what we are happy about in our lives and what we wish was different. We think a lot about what we have and what we’ve lost and we miss those we love who can’t be with us. So as you celebrate this season I hope you are celebrating a joyous year with all your loved ones near and dear. We all know that some years are better than others. So, please think of those who might be having a less than Merry Christmas this year. Maybe they are missing their loved ones or they’ve lost a loved one this year. Maybe they are struggling with illness or significant stressors in their lives. Maybe they are alone.

We’ve shopped, decorated, cooked and cleaned to prepare for this week. That’s all part of the magic that is this season. But the true magic happens in the most unexpected ways when we reach out to friends and strangers to lend a hand, a shoulder and a kind word – to give more than we receive. Merry Christmas – may you experience the magic!

All I want for Christmas

2010-12-12T10:50:00.000-08:00

I’m a huge fan of old fashioned toys and if they’re made in the USA – all the better! One of my favorites are log building kits made by a company called Roy Toy located in East Machias, Maine. I don’t usually devote an entire column to one business but I’m making an exception because it’s that time of year when we’re all thinking about children and toys and Santa (I still believe).What makes this company so unique is that they’ve been around since the 1930’s and their toys have been enjoyed by many generations!

The history of Roy Toy is one of quality, pride and family. According to their website, “Roy Toy was established in the mid 1930's by one of the earliest pioneers in the wooden toy industry, Roy K. Dennison. Roy realized that there was an intriguing love for wooden construction sets, and that this excitement was had by both children and their parents.

Roy would often say, "There's no greater feeling for a parent than helping their child explore their own imagination". This became the inspiration for his classic log building designs. For these challenging sets, Roy used unique rectangular shaped logs with a tight notching fit leading to structures that wouldn't topple easily. The logs were hand-cut and honed to a realistic finish.”

Imagine the business challenges Roy had that we don’t have today – starting with shipping the product. There was no UPS or Fed Ex or USPS. When Roy shipped toys to customers he would pack the kits up in wooden crates, load them on to the back of horse drawn wagons and head to the train station in Machias. Eventually they would find their way to the customer. There was no such thing as overnight shipping in those days!

Today the company is run by the third generation fo Dennisons and although they’ve modernized in many ways – they remain true to the original product. In fact Roy Toy still hand cuts their sets from pine logs and stains them with a non-toxic dye, creating the same bright red wooden gables and traditional green wooden roof planks as originally designed and their most popular set comes in a package design from the 30’s.

This company has been through ups and downs through out the last 7o years. Their business struggled when cheap toys made overseas were popular. Their business boomed when consumers learned of the hazards of lead paint on some toys made overseas. They have learned to ride through the ups and downs by staying true to their commitment to bring smiles to children and parents alike especially on Christmas morning!

You can find Roy Toy log building kits at LL Bean and other toy retailers and on line at www.roytoy.com

Last Minute Ways to Attract Customers this Holiday Season

2010-12-10T10:20:00.000-08:00

It’s not too late to drive customers to your business to do their holiday shopping! Just because your business is small doesn’t mean you can’t attract customers like the big boys do!

As the time gets shorter take advantage of technology to do so. Email and social media are the way to go! But be careful and be thoughtful because there is a lot of “noise” out there. You don’t want your message to get lost.Personally I’m receiving at least five emails a day from retailers – both large and small tempting me with Holiday specials. But never fear – if you have a loyal customer base that likes what you have to offer they will pay attention to your message if it’s well crafted – and if it grabs their attention.

Pull out your customer email list (I hope you have one!) and craft emails that are short and sweet with a subject line such as “Buy 1 get one free” – “50% off specials this week” – “free shipping and gift wrapping”. This time of year most of us are looking for ways to save money and save time! Keep this in mind when reaching out to your customers.

Consider VIP offers to your best customers. We all like to feel appreciated and special so contact those who are your regular customers and invite them in for a special deal or event such as a private Holiday Sale or Open House. Create a festive atmosphere with good eats, Christmas music, and of course great deals and they will come and they will spend!

Social media is also a great (and free) way to reach out to your customers this season. Set up a Facebook page if you don’t have one yet. Then use it to invite your customers to be your friends so you can alert them to specials and events at your place of this business this season. It really works. The key is to use it and use it consistently. If you have a retail store for example, include photos of your store that shows how festive it is and shows new products coming in or sale products. Post photos of items that you have few of and say – only a few of these left and they’re on sale! This will create a sense of urgency and it’s likely one of your Facebook friends will ask to buy it before they even come into the store! Personally – I’ve done that. A retail store posted a photo of an item. I saw it – I wanted it! I emailed them and said “Please hold that for me” and I bought it!

Anything you can do to get customers into your place of businesss is key right now. Times-a-wasting so get your messages out there and go get’em! Good Luck and Happy Holiday selling!

Tis the season for the TSA

2010-11-28T10:25:00.000-08:00

Having just returned from a trip to Detroit via the Bangor and Philly airports – I’ll share what I observed and lessons learned as I navigated through airport security in the event you plan to travel this holiday season for business or pleasure.

Do book a mid-morning flight

My experience has been that airports are busiest in the early morning. When possible – I like to schedule my departure for sometime between 10 am and noon.

Do arrive at the airport early

Every airport is different and you never know what to expect in terms of their security screening process or how busy the airport will be. I like to arrive 90 minutes to 2 hours before my scheduled departure. It causes me much less stress knowing I have plenty of time and if things move quickly I can kick back and relax and enjoy a little people watching before my flight.

Do know the rules

A woman in the security line next to me was livid that she had to pay 25 bucks to check her bag because she wasn’t allowed to carry on the jar of apple butter she had bought for her son. Common sense tells us that the apple butter was not likely going to “take down the plane” but rules are rules. Rather than arguing with TSA agents and creating additional stress, delays and expense for you – know what you can and can’t bring on board.

Do forget about vanity

I never wear my watch, jewelry or a belt to the airport. If I want to accessorize once I get through security – I pack them in a baggie in my carry on. This alleviates the extra time it takes to remove all metal objects prior to going through security and reduces the chance that I’ll lose something.

Do wear shoes with socks!

Wear shoes that are easy to remove and socks! The last thing you want to do is walk barefoot where thousands of others have already tread. Yuk! If you are a “germ-a-phobe” keep a clean pair of socks in a ziploc bag in your carry on and after you got through security – change your socks – securing the dirty ones in the ziploc!

Don’t get re-dressed in the line

After your retrieve your items from the belt – move away from the security line as quickly as possible to re-dress. If you did wear a belt and jewelry and lace-up shoes – don’t stand there re-dressing and re-accessorizing. Grab your stuff and get out of the way so others can easily move through – then re-dress in the gate area or bathroom!

Don’t complain

The TSA agents are simply doing their job. Complaining and whining about it won’t do you or anyone else any good and only serve to delay you and stress you out.

You will likely be pleasantly surprised to find that getting through airport security really isn’t a big deal at all. You will make it so much easier on yourself if you follow the rules, prepare in advance and arrive at the airport early. To learn more about how to get through airport security hassle free - visit www.tsa.gov.

Jelly of the month club?

2010-11-19T10:32:00.000-08:00

Tis the season to be thankful and if you own a small business it’s a great time to tell your employees that you love them! Well (unless your married to them) that might be going a little too far – but letting them know they are appreciated will mean a lot to them. There are the usual ways to show your employees appreciation – a free turkey, secret santa party, jelly of the month club, etc.Most of us would love a little extra cash in our pockets this time of year – but if your coffers are tight there are other ways you can thank your employees that cost little or nothing and will mean a lot more to them than a turkey.

Most of us who work for others want to feel appreciated. A “thank you” can go a long way to make us feel good and motivate us to continue to work hard for you! A great way to thank your employees is to write each one a personal note expressing your thanks and why you appreciate them. Rather than a generic note – site something specifc they did that you appreciate.

Extra time off is something we all appreciate, especially this time of year. If it’s possible allow your employees some extra time off with pay this season. Even if its just letting them go at noon on a Friday to take care of Holiday “stuff” – they’ll love you for it!

Some companies offer their employees “well days off” through out the year. Who wouldn’t want a few days through out the year to take off with pay to do whatever we please? This alleviates employees calling in “sick” when they’re not and is a great morale and productivity booster. Consider giving your employees their “free days off” passes this season to be used any time in the coming year!

Having fun at work is one thing employees site in survey after survey as being important to them. I read about a company that hosts an annual awards event that includes an award for the “Best Idea that Didn’t Work” or call it the “Best Fail of the Year”. This encourages your employees to be innovative through out the year without the fear of being reprimanded when their ideas fail and find humor in what went wrong. This could be a fun award to give out at your annual Holiday party!

With a little creativity and thought you can show your employees how much you appreciate them this season without spending a lot of money. The pay off will be employees that are happy and loyal to you. Taking care of the employees you have is not only good for workplace morale – its good for your bottom line! Keep them happy and they in turn will keep you and your customers happy and that’s good for business!

Why can't you be more like...

2010-11-15T09:53:00.000-08:00

If there was one phrase I would remove from the English language it would be “Why can’t you be more like…?” From the time we’re very little we compare ourselves to others and often feel inadequate as a result. Short kids want to be taller – tall kids want to be shorter. Skinny kids want to be larger and large kids want to be skinnier. Brunettes want to be blondes and so it goes. We need to help our kids find their own unique qualities and build their confidence rather than making them feel that they aren’t good enough by comparing them to others. Imagine what this would do for the self esteem of our kids in a time when their self esteem is under constant attack.

The same holds true for this place we call home. I live in Bangor, Maine – by choice. I don’t want to hear “Why can’t Bangor be more like…?” or why “Can’t Maine be more like…?” I want Bangor to be the best Bangor it can be! Rather than apologizing for what we don’t have - lets celebrate what makes this place unique and special and stop comparing ourselves to other places. I’ve lived other places and each place has it’s own unique qualities – not unlike individuals. Let’s celebrate and enhance what we have here rather than apologize for not being like someplace else!

The same holds true if you own a small business. It’s your business. You make the rules. It should reflect who you are - your goals, desires and dreams. You need to know your strengths, your customers, find your niche and stay true to yourself and your brand. Yes you should be aware of what your competition is doing. But you shouldn’t constantly compare yourselves to them and focus on trying to be like them. I’ve seen businesses go out of business because they tried to be all things to all people in an attempt to beat out the competition and ended being nothing to anyone. It’s not about “being more like them” but rather being the best you can be.

I beg you to never ever say, “Why can’t you be more like…” whether you are talking to your kids, about your community or the business you own. Comparing ourselves to others or to positive role models can be healthy and beneficial as a way to inspire us to be the best we can be. But saying, “Why can’t you be more like…?” Gives off a negative impression that you or the place you live or the business you own is somehow not good enough and never will be.

Take a look at yourself, your kids, your community and your business and celebrate what makes all of that special, wonderful and unique. Stop apologizing for what you think is missing and focus on recognizing and enhancing what is already there - and good!

2010-10-25T13:13:00.000-07:00

It was a Facebook message telling me that she had breast cancer. I cried – hard. It had been years since Janet and I had seen each other. We reconnected on Facebook to talk about our upcoming high school reunion just a few months away. We grew up together – and were best friends from nursery school through high school and spent many hours talking about our futures. Then went off into the world and lost touch. Years later – here we are again talking about our future Only this time breast cancer is part of the conversation.

October is Breast Cancer month and you’ve likely seen pink ribbons everywhere and that is a very good thing. As October draws to a close I urge you to do your part to support those businesses doing something to raise funds to support breast cancer research and if you own a small business – there’s still time to launch your own campaign. I recently interviewed several businesses doing some really cool things this month.

The Frye Boot Company has launched “Help Kick Cancer in the Boot” campaign. They are selling a line of beautiful pink products – including their legendary boots – at a discount and contributing a generous portion to breast cancer research. Sea Bags of Maine has created a “Cure Bag” that features one of their tote bags – made out of recycled sails – with a pink ribbon sewn into the design. You can stop into Chapel Hill Floral in Bangor and vote for your favorite decorated bra by giving a donation. Finally, my friend and cancer survivor – Jeni Lloyd who is a very successful sales director with Mary Kay is putting on “Parties with a Purpose” with much of the proceeds going to this cause.

The good news about breast cancer is that there is hope. Hope for survival and hope for a cure. We have come a long way but we have a long way to go so every dollar raised matters. In the meantime do know that breast cancer is not for women only. It can strike men as well and no one is too young or too old to get breast cancer. Until we find a cure we all have to be aware and diligent about paying attention to our bodies. If something just doesn’t feel right – get it checked out!

Janet’s cancer was discovered early – through a mammogram. She went through surgery and radiation and they got it! Shortly after her treatment we reunited in our hometown for our reunion and we talked and laughed about our past and all those memories. But more than that - we talked about our futures and celebrated that we could!

What do you want from me?

2010-10-11T09:48:00.000-07:00

I was talking with a friend of mine who is struggling with a tough decision. He began volunteering for an organization that he believes in – yet he is discouraged by the experience and is thinking that he may have to resign from serving on their Board. So what went wrong? The answer is a simple one – yet not an uncommon one. Expectations weren’t made clear by the organization when they recruited him and he wasn’t clear about what he expected as a volunteer for the organization when he accepted the position.

Volunteers are key to the success of most non-profit organizations and many of us find great rewards in volunteering our time serving the organizations we believe in. Like any relationship – it can be a successful one or a difficult one and it all comes down to both parties knowing what’s expected of them.

Before an organization even begins recruiting volunteers they need to develop a job description for the volunteers and decide how many they will need, for how long and what their purpose and role will be. Then they need to find the right people with the right skills to successfully fill those positions. During the recruitment process organizations need to be very clear about what is expected of potential volunteers. Once the volunteers are on board the organization needs to continue this discussion during the orientation process.

“Volunteers-to-be” want to know exactly what is expected of them so they can make a well thought out decision as to whether or not they can serve the organization successfully. Common concerns include how much of a time commitment is expected? Will the duties match my skills? Will I be asked to engage in fundraising activities and how?

Once a volunteer agrees to serve - the organization needs to spend time educating them about the organization and the role they will play. An orientation for new volunteers is critical to getting the volunteer off on the right foot and clarifying expectations. Potential volunteers also need to be clear about what they can do, can’t do, and what they expect from an organization to help them be successful as volunteers.

There are many great organizations in our community that need us to volunteer for them. I encourage you to do so. That being said – take the time to find the organization that is the best fit for you at this time in your life. Ask good questions of the organization so you know exactly what you are volunteering for and what will be expected of you. If both parties are clear about expectations from the very beginning the experience will be a successful and rewarding one for everyone involved!

Why Take the High Road

2010-10-03T18:16:00.000-07:00

Competition has been a recurring theme in my conversations with small business this week. Specifically what to do when the competition appears to be doing everything to drive business away from you and to them.It brought back some challenging memories of my days as a tour boat operator in Bar Harbor. Competition was fierce and for the most part all the operators played nice and supported one another. But one season was particularly challenging as I dealt with another operator who was not thrilled that my business was doing well and he felt threatened. The situation was made even more challenging due to the fact that we shared a ticket office no bigger than your bathroom! It’s a long story as to “why” we were in the same office and it worked well until that year -when if I was not in the office to talk with folks interested in my boat trip he would do everything to talk the customer out of taking my trip and into taking his. A tough situation in a very short season where every customer matters! He was clearly not thinking long term but rather – I’ll do anything it takes to fill our boat at the expense of others.

So what was I to do? I was obviously upset by this but rather than confronting him I took the high road. I knew him well enough to know that confronting him would only make matters worse and there was no way I wanted to spend the season in a constant state of discomfort and stress. I came to the conclusion that there was no way I could control his behavior but I could control mine and my business. So, I kicked my marketing into high gear and made sure I or a member of my crew was always at the ticket office even on rainy days when we weren’t operating so we could be certain we and not he were there to tell customers about our trip.

His behavior did result in stealing some customers away from me. But, it also backfired as many customers told me they were completely turned off by his blatant attempt at “talking us down” which resulted in customers wanting to do business with me because we “played nice” and they knew that would mean a pleasant experience for them.

The lesson here is that you can’t control what your competition does – you can only control what you do. Worrying and stressing about them will only serve to make your life miserable and distract you from conducting your business to your best ability. So let them do it – let them try to take your customers while you take the high road. When your competitors try to take you down a notch – view it as a compliment that you are clearly doing something right and just keep on doing it! At the end of the day your customers will see through attempts to take business away from you and they will be loyal to you. Businesses that operate that way often have a short lifespan anyway and that was true in my case. His business eventually fizzled while my business sizzled!

In a rut? Try something new

2010-09-26T11:16:00.000-07:00

We are creatures of habit. We tend to “rinse and repeat” our behaviors when it comes to where we shop, eat and play. I’m guilty of this. It’s partly because we’re all so busy that when we do have spare time to get out – we just want what we want and what we know. So we rarely - if ever try something new.

How many times have you driven by a storefront or restaurant and thought “I’ve always wanted to go in there.” I’m encouraging you to do just that! Loyalty to a particular business is a very good thing so I’m not suggesting you “break up” with your favorite businesses but rather branch out and add some new places to your regular routine. Unlike personal relationships – it’s ok to be loyal to one business – but have a few others “on the side” that you also enjoy!

This also applies to how you spend your leisure time. For example, I’m an avid hiker and tend to hike the same trails because they’re familiar and I know exactly what to expect. But I’m kind of bored with the “same old - same old” so lately I’ve been hiking new trails and love it! It’s wonderful to experience something new in a place you’ve called home for many years. You see things in a whole different light! My tried and true trails are still part of my hiking repertoire – but it’s nice to expand my horizons.

As the long winter months approach I’m going to employ the same approach as my survival strategy so I don’t get into that dreaded winter rut! I will ski new trails, try new places to eat, take in more cultural experiences at museums and theatres while continuing to support and do business with my tried and true favorites!

I encourage you to do the same. Go into that store you keep walking buy. Try that restaurant everyone is talking about. Get out on a new trail. Attend a festival, concert, theater or other performance you’ve never been to before. Expanding your horizons is good for your emotional health! It will reduce boredom and remind you that we have so much going on here and you’ll feel renewed and invigorated experiencing it. Take your family and friends with you and pass it on by telling others about the new places you’ve been to! Not only will this be good for you it will be good for the businesses you’ll be supporting. Many of whom have likely been here a long time just waiting for you to discover them!

Wish I had a flashlight

2010-09-19T10:57:00.000-07:00

A few years ago on a beautiful September day I set off to Acadia to take a hike. I chose a trail I had hiked many times and looked forward to a nice two hour hike followed by a cold one at Lompoc Café!. But somewhere along the way things went terribly wrong. Evidently I “zigged” when I should have “zagged” and before I knew it I was lost. I didn’t panic. There were people around and it was mid afternoon – plenty of daylight left. But one bad decision led to the next and rather than asking for directions or grabbing a map I thought my keen sense of direction would lead me in the right direction. Not so much!Before I new it the sun set, the temperature dropped dramatically and I began to panic realizing I was not prepared to spend a night in the woods and needed to get out –fast! I soon found myself in the dark with no flashlight and a dead cell phone. Desperate to get out of the dark woods – I deployed all my “senses”. I could barely see – but I could hear so I listened for the sound of cars. I walked in the dark – towards that sound – careful not to trip on a tree root. I kept this up until the cars were closer. Finally after hiking fourteen miles, cold, hungry and exhausted I made it out of the woods and home safely!

I readily admit I did everything wrong. My biggest mistake was assuming “nothing bad would happen to me”. I lived on MDI for ten years – I knew these trails! What could possibly go wrong? Unfortunately we all make this assumption at one time or another. We assume our homes and businesses and ourselves are immune from “disaster”. “That won’t happen to me.” “We never get hurricanes in Maine.” “I never get lost.” are common refrains. Even when we do think about bad things happening – we are often to absorbed in today and the now – that we fail to take the time to prepare for the “unexpected.”

September is National Preparedness Month and so I urge you to take some time to prepare a plan should you find yourself, your home, your family, your vehicle or your business in a situation that is unexpected and potentially dangerous. A few great resources to help you get started are www.ready.gov and www.redcross.org. The Red Cross site has a fun game kids can play to prepare an emergency kit. Don’t view this as a chore – but rather a fun family activity. If you are preparing a plan for your business – engage your co-workers to help and have fun with it! You may never need it – but having it could save your life, your family, your home and your business.

I’m off to take a hike on a beautiful September day. But this time I’m prepared. Map, flashlight, extra clothes, food, water, charged cell phone, first aid kit, blanket and hiking partner – check! Lesson learned.

Lessons Learned from a Cow

2010-09-10T18:26:00.000-07:00

I love the Blue hill Fair and this year I was fortunate enough to broadcast from the KISS 94.5 van at the fair. When my shift was over I walked around and took in all the sights, sounds and good eats of the fair. Frankly, most fairs don’t appeal to me. This one does because of the animals! I grew up in Pennsylvania farm country so the sight of cows, the smell of a bail of hay and even manure is comforting to my inner child!

While checking out the cows at the fair I happened upon a flyer that I thought I would share with you in this column. Yes… It’s a little silly… but perhaps it will mooo-ve you to chuckle a bit and brighten your day! I don’t know who wrote this so I can’t give them credit. Whoever you are… a big s-mooo-ch and thank you!

“What Can You Learn from a Cow”

1. Wake up in a happy mooo-d.

2. Don’t cry over spilled milk.

3. Turn the udder cheek and mooo-ve on!

4. Seize every opportunity and milk it for all it’s worth.

5. It’s better to be seen and not herd.

6. Honor they fodder and thy mother and all your udder relatives.

7. Never take any bull from anybody.

8. Always let them know who’s bossy!

9. Stepping on cow pies brings good luck.

10. Don’t forget to cow-nt your blessings every day.

So there you have it - what I learned at the Blue Hill Fair this year! Hope you have a mooow-velous week!

Building Customer Loyalty

2010-07-15T17:59:00.000-07:00

I noticed the headlight was out on my 2002 Jetta so I took it into the dealership to replace it. My car has 130k miles on it and like all of us with a few miles on us Ms. Jetta requires a little more upkeep than a newer vehicle. While I was there they pointed out several other issues that I need to address soon. I’m about to leave for a long road trip and asked the folks at the dealership to help me prioritize what should be done before the trip to ensure that I don’t break down en route and what repairs can wait until I return. They told me I’ve got a ball bearing that needs to be replaced and several belts that are on their last legs. When they mentioned replacing the serpentine belt - my eyes glazed over. What is it, what does it do, what happens if it breaks and how much will it cost me to fix were my questions. What I don’t have is a fat bank account nor am I an expert on car repair. What I needed was a good explanation of what needed to be done, when it should be done, why and how much will it cost me?

The dealership did something I applaud. They provided me with a complete written report of what my car needs, what should be high priority, what can wait and a cost estimate for each. The best part is that with each suggested repair came a written description of what it is, what it does, when and why it should be done - in plain English! It’s great customer service to explain to your customers what needs to be done in terms they can understand and tell them exactly how much it will cost them. This not only applies to auto repair shops but is applicable to any service business - the doctors office, the landscaper, the salon, furnace repair business, you name it!

Too often customers leave a service appointment more confused than when they arrived and in some cases leave feeling as though they have or are being ripped off! The skeptic may say that the auto repair dealer is just trying to get me to spend more money at their repair shop. No doubt it’s good for their business for me to take my car in for repairs and I will because they have built customer loyalty with me. They have not steered me wrong yet (excuse the pun) when it comes to maintaining my vehicle and have not tried in the past to force repairs on me that were unnecessary.

Building customer loyalty is critical to business success especially in these times. You can do the same by selling your customer what they need, what they can afford and explaining things to them in terms they can understand so they can make informed decisions. Eventually I will have to replace Ms. Jetta with a new vehicle and you can be certain I will purchase my next vehicle form this dealership because of the service I have received. In the meantime - she’ll be looking and driving fine with her new serpentine belt.

ATTN retailers - No means NO!

2010-07-11T11:40:00.000-07:00

“Would you like to open up a charge card with us and get a discount on this purchase?” is a refrain we hear every time we check out at many national retail stores. As someone who has had store cards and paid them off - my answer is always “no thank you”. But it troubles me that retailers do this especially in light of our current debt crisis.I do not blame the folks working in these stores who ask the question. They have to. I blame corporate for making them do this.

Recently I was checking out at a retail store chain that specializes in women’s fashions and a young woman was in line next to me. The associate asked her the same question and she politely said “no thank you”. The associate would not let it go. She repeatedly talked about the discount she would receive on her purchase if she opened up a credit card and the future discounts she would receive. The customer repeatedly said “no”. The associate would not give up. She actually suggested that the customer could open up the account and then pay off the balance right now and get the discount! Again – the customer said “no” stating that she did not want a credit card – end of story. The customer held her ground but was clearly annoyed. I was annoyed listening to this exchange and she and I both were ready to leave the store without making a purchase and never return.

I have heard this complaint from many customers who have stopped doing business with retailers who push opening credit accounts at the time of check out. By the time we get to the check out – we are ready to get outta there. We are done. We have busy lives! We just want to check out. It’s frustrating enough to have to answer questions… what’s your zipcode? phone number? email address? and then be asked to open a credit account with the store – enough already!

Another frustration I hear from customers are retailers who are constantly “upselling” – the old “want fries with that?” No – I don’t want your fries, your candy, lotion, CD. I want to take care of my business - pay for my purchase and leave.

I have no scientific evidence to prove this – but I have a theory that for every customer who opens up a credit account at a store or who purchases items they did not come into purchase – at least one customer will never shop there again because of this. In fact, it may be many more. I truly believe that retailers lose more customers than they gain through these practices.

Again I’m not blaming the retail workers who have to do this. I’m sending a message to your bosses asking you to please stop pushing credit or products we don’t want down our throats. If you want us to keep doing business with you just appreciate the fact that we are shopping in your store and thank us for our business. Offer quality products and service at prices we like and provide exceptional customer service. And finally respect us and our time by making check out easy, fast and uncomplicated and understand that when we say no – we mean no!

Finding Your Bread & Butter

2010-07-10T17:36:00.000-07:00

I’ve just returned from California where I enjoyed a wine tasting at Chateaux Montelena in Napa Valley. This winery has a very interesting history that was told in the movie “Bottle Shock”. Part of that history was told to me by the gentleman pouring the wines. He told me that way back in the beginning of the winery the owner wanted to produce red wines - but reds take years to produce and the winery needed cash flow to tide them over before the reds were ready to be bottled and sold. So they started producing white wines including chardonnays because they take much less time to produce and could generate cash flow for the winery while they waited for the wines they became famous for to be ready for sale.

I thought this was a great example of the challenge many businesses are faced with - especially these days! Most business owners get into business because they are passionate about doing or creating something. But sometimes what we love to do isn’t enough to pay the bills. It’s critical to survival to find the “bread & butter” income in your business to allow you to keep the business going so you can do what it is you are passionate about.

While in California I was talking with a friend of the families who specializes in painting murals in homes. She has worked in some of the most beautiful homes in San Francisco and the bay area. At one time she did work for Barry Bonds. I’ve seen her work and it’s stunning. She is so talented and has been in great demand. But she told me that in these times one of the things even the wealthy are cutting back on is her mural work. She still gets work, but she now has to supplement her income by painting anything! When I met her she was painting the railings on my cousins deck. She loves to paint and is not one to complain telling me, ”these days any work is good work.”

Whether your business is wine making, painting, or anything else for that matter your success will depend on your ability to generate revenue and to be able to adapt to the changing economic times. You must determine where your “bread and butter” income will come from. It may not be from something that you are most passionate about doing but if it can keep you in business so you can go about doing the part you love to do most. It worked for Chateaux Montelena many years ago, it’s working for my artist friend and even in these tough times it can work for you. An occasional glass of wine to go along with that bread and butter can’t hurt either!

Maintaining a Positive Attitude even when...

2010-07-01T17:00:00.000-07:00

I was talking with a girlfriend recently and asked how her husband was doing. He was laid off from his corporate job several months ago. She said he’s had a great attitude about the whole thing. There have been days when he’s been down-in-the-dumps but after several days of feeling sorry for himself - he recognize that bad attitude wasn’t going to do him or anyone else any good and he snapped himself out of it.Rather than having a pity party about losing his job - and money being tight - he chose instead to look at his “unplanned” vacation as an opportunity to do the things he never seemed to have time to do when he was working - spend more time with his family and get to all those unfinished projects. He also viewed it as an opportunity to step back and think about what he wanted his next job and future to look like. That approach and attitude paid off. He just accepted a new position and he’s thrilled with the opportunity and now grateful for the “unplanned” time he had off.

Attitude is so important to success in everything we do. It becomes especially important when things happen that we are not happy about - when we are forced into making a change we don’t want to make - when things don’t go our way. When this happens - you have two choices - feel sorry for yourself and be bitter or approach it with a positive attitude by looking for the upside, finding the opportunity and learning from the experience.

Did you know it took Edison more than 10,000 tries to invent the light bulb? He failed repeatedly. Rather than feeling sorry for himself every time he failed - he viewed each failure as bringing him one step closer to success. After each failed attempt he noted the details of the experiment and learned from what went wrong and tried again. Thankfully he never gave up or you would be reading this column by candlelight.

As long as we’re talking about the attitude of inventors - one of my favorite stories is about Spencer Silver - a scientist working in the 3M research labs back in the 70’s who was tasked with inventing a stronger adhesive than what 3M already had on the market. He did in fact invent a new adhesive - but it failed miserably as far as being strong. It stuck to objects but did not hold well at all. Silver failed at what he set out to do. But rather than throwing up his hands in disgust he thought that maybe that adhesive would be good for something. Fast forward 10 years later to the invention of “Post it Notes” - using Silver’s adhesive!

The lesson here is that when things don’t go your way - you can view it as a failure and view failure as a bad thing - or view failure as an opportunity to learn from and in many cases to create or start something better! Like mom always said “when one door closes - another opens”. The secret is having the attitude to look for the new opportunities through the open door - rather than dwelling on the one that has closed behind you. It’s certainly not always easy. But maintaining a positive attitude when things don’t go your way - is key to survival and future success!

Going into business? Better talk to the family!

2010-06-25T16:39:00.000-07:00

For the second time this week I’ve heard about couples in business going out of business. The stories are similar – young couples, with young children running retail operations and working 90 plus hours a week. Business was ok but not good enough to justify the hours and the time away from their families.

This serves as a strong reminder that one must take into account how running a small business will impact your life and ask yourself, “is the timing right”? Having been a business owner I can tell you that working 9 to 5 for someone else is a walk in the park compared to working for yourself. When it’s your business you will work way more than 40 hours a week and time off is a rarity. It takes that kind of commitment to be successful and it’s often necessary just to make ends meet. It’s hard enough when you work for someone else to strike a balance between your work life and your personal and family life and much more difficult when you work for yourself.

But when you love what you’re doing – when it’s all yours - you are not watching the clock. You are in it fully and completely and it will take over your life. That can be a good thing but it can also be really challenging. None of us live in a vacuum. We have families, friends and other responsibilities besides our businesses. So before you decide to take the leap and venture into your own business you need to be really honest with yourself about the impact it will have on the other areas of your life. If you have a significant other and children they have to be fully on board with you. They have to agree to be part of it and to understand and support the sacrifices that will be necessary if you are to achieve success.

Like anything in life – timing is everything. You may have a business idea or venture that is timed just right but if the timing for you or your family isn’t right – it will likely not work or create additional stress and challenges that may just not be worth it. Be honest with yourself and take the time to really think through and understand the impact a business venture will have on your personal life so you don’t have to make a tough decision later on and choose between your family and your business. The couples that closed their businesses made the right choice and chose their children over their business but I’m sure that closing their doors was not an easy decision to make. You can to avoid having to make that decision if you really think it through before you open your doors.

Lessons Learned Dealing with Unhappy Customers

2010-06-20T16:30:00.000-07:00

This is likely true for you as well. It’s also likely that you prefer positive feedback over criticism - Don’t we all! But we have to keep in mind that we can’t be everything to everybody - that we can’t please all the people all the time. In my ten years in the summer tourism business I can count on one hand the customers who weren’t happy with me or my services. 99.9% of my customers were fabulous and thrilled with everything. The remaining few just weren’t happy and there was nothing I could do to please them.

Every business owner will encounter an unhappy customer every now and then. Sometimes the cause of their unhappiness is something you did or didn’t do for them - sometimes they are the type of people who just cant be pleased. I had several who were just playing “complaint games” to try to get freebies out of me. I caught on to that pretty quickly! It’s difficult dealing with difficult customers. It’s difficult not to personalize it, it’s difficult not to let it bring down your day!

Here’s how I learned to deal with it. First and foremost try to find out why the customer is unhappy. Really listen to their complaint without getting defensive. Make it clear that you want to make it right. Then do what you can to fix the problem. If the problem isn’t something you can fix - offer another way to remedy the situation - so at the very least they will feel that you took care of them in some way. This may mean giving a refund or freebie and that is ok when the circumstances calls for it. I had several guests at the Inn who were not happy because there were some services they were looking for that my property didn’t provide - such as a restaurant, bar or room service. Rather than having an unhappy guest - I would offer to find them a location more suitable to their needs and refund their deposit. They left feeling satisfied with the way I handled the situation and I was left with an Inn full of guests who genuinely wanted to be there and that made my life easier and their stay more pleasant!

People are people. In business - most are great to be around - others challenge your patience. This is where having a sense of humor comes in! I can tell you stories about some customers that you “just can’t make up”. But they taught me a lot about patience, humor and resilience. It never failed that when I would encounter a difficult customer and question “Why do I do this?”, the next customer would be a very happy one - thrilled and thankful for the experience I gave them and I would think to myself “this is why.”

Leave the Whoopie well enough alone!

2010-06-17T10:50:00.000-07:00

I recently interviewed the operations manager from a local bakery that distributes products through out the US and Canada. One of their most popular products are whoopie pies. If you are not familiar with them - imagine two chocolate round cakes filled with a butter cream frosting center. There are many variations to the recipe - different flavors and sizes - but the traditional whoopie pie continues to be the most popular.

When I asked the operations manager from the bakery that sells a zillion whoopie pies a year how they came up with the size of their pies and if they conducted market research to determine what are their customers preferred size wise in their whoopie pies - he responded with...

"We went with the size that we already had pans for and it seems to be working so why change it."

No "fancy schmancy" market research - no study after study - no focus groups - just using what was at hand. That got me thinking that too often we over think things in our business. Too often we question things we don't need to question. Too often we over analyze and over process to the point that we stop being innovative and entrepreneurial and risk letting opportunity pass us by because we thought too much about it and failed to just go for it!

Yes - its important to plan, and to conduct market research and to change and adapt if you want to thrive and survive. But if there are parts of your business that are working and working well by all means leave them alone!

Think about it... whether its business or whoopie... sometimes you need to just go for it and if it's working for you... why change a thing!

When Customers (aka me) are Numb!

2010-06-14T14:48:00.000-07:00

Yep... that would be me --- numb!

I am embarrassed to admit that I recently purchased a bed frame from a local store that specializes in custom made maple frames and I completely messed it up! I had to assemble the bed. There were instructions included but I guess I thought I could figure it all out without reading the directions (that always got me into trouble in school).
I managed to assemble the bed frame - no problem! It was when I opened up the box that contained the slats that were to lay across the frame to support the mattress - that things went terribly wrong! The slats were all attached with heavy webbed strips. For some reason - that I can't explain - I got it into my head that the strips should be cut! So... I went about cutting off the strips that were firmly stapled onto each wooden slat. Fortunately something stopped me in my tracks before I had cut every last one and I decided --- hummm --- maybe I should take a look at those directions!
ohhhhhh nooooooooooooooo --- the slats were meant to be attached! I was to roll them onto the bed frame... they were held together for a purpose. I was mortified with myself and the mortification was magnified the next day when I packed the slats up in the box and walked into the store and admitted my "bad".

The nice woman working there gave me that "you did not really do that" look - with a smile and was very gracious and told me they would re-attach the slats for me. A week later they called me to tell me my slats were ready and I could come in and pick them up. I got there and they told me they just ordered me another set of slats .... no worries.... no charge... !

They - the Bedworks in Brewer, Maine deserve a Gold Medal for putting up with my numbness and correcting "my" mistake! I learned my lesson and they earned my loyalty! I may not be the sharpest tool in the drawer when it comes to furniture assembly - but I know a good local business when I see one!

In Business with Dad?

2010-06-10T16:44:00.000-07:00

Happy Fathers Day to my daddy and all you daddy’s reading this! I love my dad very much and he is truly an inspiration, mentor and a best friend to me. That being said - I am quite sure I could never go into business with him. That is not true for many sons and daughters who are or have been in business with dad.This includes my cousin Mark who grew up in his step fathers dental practice and then decided he would pursue the same career. After he graduated from dental school he went to work in his dads practice. His greatest challenge was not winning the respect of his father - it was winning the respect of the others who worked in the practice who watched Mark grow up. It took a long time for them to not view him as “the kid” but rather as the “doctor”. Mark came into the practice as part of the businesses succession plan. When his dad retired - Mark would take over the practice and that is in fact where things stand today.

There are many challenges and opportunities when it comes to kids going into business with dad. These situations seem to work best when the parties bring different experience and knowledge to the business and balance each others strengths and weaknesses. It is much more challenging when the parties are too much alike! Respect is certainly key to success in this scenario. It’s also very important that roles and responsibilities are clearly defined. Who will be responsible for what in the business? Communication is critical to all of this and sometimes that can be more challenging for family members than for non-family members in business together. Fathers and their kids may bring “family baggage” into the relationship and revert to communication styles from their childhood that are not necessarily good for business. Therefore its really important to determine how, when, what and why you will communicate as you work together especially during times of stress. If things do get stressful or contentious between family members in the business - it’s a good idea to bring non-family members into the conversation to help diffuse and resolve issues and lend a bit of objectivity to the discussion.

It’s very important that expectations both short and long term are clear when it comes to being in business with dad. For example if dad is assuming that you will be taking over and carrying on the family business at some point and you are only interested in working in the business until something better comes along - that needs to be discussed!

Being in business with dad can be a very good thing! I have interviewed many sons and daughters in business with dad and they often tell me that they are really proud to be working with their dad and vice versa. They get to know one another in a different way and see each others strengths and weaknesses as business people rather than just as family members. In addition they often share the same passion for and commitment to the family business more so than a non-family member would. It creates a bond like no other, can lead to great business success and it can be a lot of fun too! Happy Fathers Day!

Summer Get Away Tips

2010-06-08T07:05:00.000-07:00

Summer is finally here!

Funny how it seems to take forever to get here and then it goes by so fast! This is especially true for business owners who often find the summer months are their busiest.

But - it’s good for you and for your business to take some time off to catch your breath, re-group, get some well deserved rest and enjoy yourself. What better time to do that than in the summer time! That being said we all know it can be hard to get away…

Here are some tips to help you get away!

One - Schedule time off in advance and get it on the calendar now. Because if you wait until you have the time - to take time off - you’ll never have the time - you need to schedule it.

Two - Book travel reservations in advance. Once you book and pay for that hotel, flight, or tickets to an event it becomes harder to not go!

Three - Prepare others to cover for you in your absence. Train your employees, friends or family members to be ready to fill in for you when you’re gone so you can get away and relax knowing your business is in good hands.

And finally -when you do get away - try not to think about your business constantly - if you planned well it will be fine without you and you will come back relaxed, refreshed and ready to get back to business.

Tips to Land That Job

2010-06-07T16:28:00.000-07:00

Congratulations to all the recent grads who are now job hunting! This time of your life is likely equally exhilarating and terrifying. Landing that first "real" job often requires a lot of persistence, patience, a little luck and paying attention to details that matter to your potential employer.

Whether you are a recent grad on the hunt for that first job because the idea of moving back in with Mom and Dad is enough to create an anxiety attack, or you want to make a job change because the idea of going back to the same old job Monday morning is enough to cause you an anxiety attack, here are 10 job hunting dos and don'ts.

1. Do let people know that you are job hunting. Many if not most jobs are filled because of who you know.

2. Do adapt your cover letter and resume to the job you are applying for and address it to the appropriate person. Boiler plate resumes and cover letters addressed "To Whom it May Concern" won't land you an interview.

3. Should you get an interview, do research the company beforehand and come prepared with questions about the company.

4. Do arrive 10 to 15 minutes before your scheduled interview. It's just as rude to arrive too early as it is to arrive too late.

5. Do leave your cell phone in the car (unless you're an emergency worker on call). Texting incessantly while waiting for your interview and having your phone go off during the interview is very bad form.

6. Do dress professionally. Always lean towards conservative. That includes covering up your body, body tattoos and piercings â€“ unless you're applying for a job with Miami Ink.

7. Do not ever badmouth a former employer, boss or colleague during a job interview.

8. Do present a positive attitude, a willingness to learn â€“ and smile! This is especially important when you don't have all the experience and skills the job requires. Many employers will hire because of attitude over experience. Skills can be taught â€“ a positive attitude can't.

9. Do be "Facebook smart." Don't post details about your interviews. Something as innocent as posting that you are interviewing with "ABC Company" can hurt you, as most employers want to keep their interviewing process confidential. Nor will employers likely hire someone who they think might post confidential company information. Do check your privacy settings and photos. Limit who can see your page and remove anything that might prove incriminating or raise concern with a potential employer. Google yourself â€“ they will Google you!

10. After the interview, do follow up with a handwritten thank-you letter to the person who interviewed you. If more than one person interviewed you, craft a letter for each person. Offer a sincere thank you along with one more chance to stress how much you want the job and why you are the best person for the job.

Now get out there and get that job!

Success begins with Good Dirt

2010-06-06T17:02:00.000-07:00

I'm guessing that, like me, you're taking advantage of this great weather to plant your gardens, window boxes and hanging baskets. I love this time of year, planting something that I can nurture into beauty and enjoy for the coming months. I have to admit that I've spent a small fortune on dirt - yep, dirt. In fact my flowers and plants have cost me less than the dirt they're planted in. But I'm a big believer that my plants will grow larger and healthier, be more beautiful and last longer if they're planted in the best soil to nurture them. So I buy the best dirt I can afford, the best plants I can find, plant them with loving care and throughout the coming months I will dead head and fertilize them frequently.It made me think that this exercise is very similar to starting and operating a business.
Too often I've seen people jump into a business enterprise without taking the time to invest in making sure the business was planted well so that it could grow and thrive successfully. This means taking the time to be sure a market exists for your product or service and that you have the knowledge to grow the business or partners who do and that you really understand the cash flow and start-up costs associated with your new business.
Too often we just want to get started. We want to skip over the hard parts or the costly parts. We want to get those flowers in the ground or pots without properly preparing the soil. We want to open the doors of our business without proper planning and just hope that it will work â€“ that it will grow anyway.
Too often we rush things before they're ready. You can't rush a seed to sprout, you can't rush a flower to bloom and you can't rush a business venture. Timing is everything, as is proper preparation, so spend the time preparing the soil that you will plant your business into. Make sure it's rich with knowledge, planning, people and strategy. Much like the flowers in my hanging baskets, if the soil is not the best it can be, your business will not thrive and may not survive - especially when faced with the stressors and challenges all plants and business face.
Once you plant your business and your flowers you can't just let them go. You have to pay attention to them and tend to them on a regular basis. Feed them, keep an eye on them and make the necessary adjustments to grow them successfully. So get out there and get planting after you prepare the soil to ensure that you will enjoy beautiful and healthy results well into the future.

Do You Need a Dress Code Policy?

2010-06-05T07:13:00.000-07:00

As the weather warms up you may be thinking more about what type of dress is appropriate for your place of business. It might be a good idea to develop a written dress code policy so your employees understand what is acceptable to wear to work and what is not.

Here are 5 tips to help you craft a policy for your business.

One - Decide what you want your employees appearance to say about your business - what image do you want your employees to project to your customers.

Two - Talk to your employees about what they think is appropriate dress for their jobs.

Three - Adapt your plan to suit your business activities and the different jobs within your business - what is acceptable attire for working the loading dock may not be acceptable for the person greeting customers at the front desk.

Four - Be as specific as possible with your dress code. For example when you say casual attire is appropriate - include specific examples of what you mean by casual attire to avoid confusion.

Five - Circulate your dress code policy among your employees and ask for feedback then revise it as necessary.

By crafting a dress code policy you and your employees will be on the same page when it comes to knowing what to wear and what not to wear!

Why I Don't Want to See Your Underwear (at the office)

2010-06-04T10:34:00.000-07:00

Remember when your mom used to tell you that “just because everyone else is doing it, doesn’t mean you have to.” I guess mom was right, except when it comes to knowing what to wear and what not to wear to work.
One of the best ways to determine what is acceptable is to look at how others in your workplace dress. Is it a culture of suits, ties, skirts and stockings or more a more casual culture of khakis and slacks? For those of you working in an environment where uniforms are required or where a dress code policy exists - the decision as to what to wear to work has already been made for you. For the rest of us it requires some thought.

I recently brought this topic up on Facebook and on the radio and found that many of you are very passionate about what is NOT ok to wear to work. Responses included, “I don’t want to see anyone’s underwear”. “I don’t want to see too much skin.” “If you would wear it to the beach, you shouldn’t wear it to the office.” Yet others were quite adamant about being allowed to wear flip flops to work. Many folks spoke about wearing what’s appropriate for the work they have to do that day. If they’re going to be in the office in meetings with colleagues and clients they would dress for the office. If they were going to be on the road meeting clients or working on projects, they would dress appropriately for those situations.

I recall when I was a small business lender with the SBA a client who owned a pig farm gave me a really nice compliment the day I went out to do a site visit of his farm. I was dressed in nice jeans, a fleece top and boots. He said, “I love having you as my lender because you come out here ready to really understand and see my business. I can tell by the way you’re dressed that you “get” what my business is all about and that you’re not afraid to really get into it and get dirty!” He said that other folks who come out in heels and suits seem intimidating and he has to worry about getting their shoes dirty and on top of that he feels that they are showing him and his business little respect by not dressing appropriately for the farm. He makes an interesting point.

How we dress really is about showing respect for our co-workers our clients, our customers and even ourselves. We show respect by not making others feel uncomfortable because of what we are wearing. Granted there are days when you arrive at work dressed to do one thing and then you are called upon to perform another duty that you are not “dressed” for. It’s not a bad idea to keep a pair of farm boots and a fleece jacket in your car for that very reason!

Dogs in the Office?

2010-06-03T03:20:00.000-07:00

More and more businesses are allowing employees to bring their dogs to work. The upside can be a boost in morale, employee retention a reduction in stress levels and absenteeism. Certainly, not every business is suited for pets - but if your business is considering it – here are some tips for making it work.

Because not everyone is a dog lover ask all employees if they’re ok with having dogs in the office.

Then establish rules such as -

· All dogs should be clean, healthy and flea free before coming to work.

· Dogs should not be allowed to roam the halls and offices freely.

· Dogs must be housebroken and their owners must take responsibility for taking them outside for needed breaks.

· Dogs who are disruptive and who do not adapt well to the workplace - should be kept at home.

If you’re considering allowing employees to bring their dogs to work be sure to ask your employees for their opinion, establish rules and policies and then do a trial run – you might find that letting your business go to the dogs is good for morale and thus - good for business!

Fusion Marketing Works!

2010-06-02T16:24:00.000-07:00

On of the best and least expensive ways to promote your business is to partner with other businesses and promote each other! This is called Fusion marketing.
An example would be downtown businesses offering discount cards to neighboring businesses. Other examples include landscapers partnering with builders, wedding photographers with florists and so on.

Here are tips for making fusion marketing work for you…

One - Identify businesses that share the same customers as you but who aren’t in the same business as you.

Two - Determine what each participating business will offer the customers.

Three - Write up a simple agreement between the partnering businesses that states what role each will play and what they will offer.

Four - Develop marketing materials to promote the program benefits to customers.

Five - Combine customer mailing lists with your partners and get the word out via email, the web, word of mouth and flyers.

In today’s economy fusion marketing is a great way to work collaboratively with other businesses to bring business to both your doors at little or no cost.

Why Getting Out There and Networking Matters!

2010-06-01T16:49:00.000-07:00

As a business owner you are dealing with all sorts of daily demands making it easy to get so bogged down in the day to day operations and challenges of your business that you fail to get away from your business to network!

But networking is critical to your business success – so you must make it part of doing business and not view it as a luxury or even worse - a waste of time!

Why is networking so important to your business?

One - It’s an inexpensive and effective way to market your business.

Two - Customers like to do business with people they know and like

Three - It’s a great way to build referrals as other business owners are more likely to refer you to potential customers if they know you

Four - It gives you a sense of what is going on in the world and what opportunities might exist for your business.

Five - Networking with other business owners reminds you that you are not alone! A feeling of isolation can be one of the most difficult challenges for many business owners.

So – make a plan to get out there and network. There are many groups and organizations that offer such opportunities. If you are shy or don’t know where to start – ask a business owner friend to take you along to the next event they are attending! Remember to take plenty of business cards with you!

Don't Forget Your Business Cards

2010-05-29T15:08:00.000-07:00

Even with all of the options available to promote your business these days, your business card remains your most effective marketing tool.

Why?
It’s a simple way to give someone you meet the information they need about you to further the relationship or conversation.

The best part: business cards are affordable and portable! You can carry them with you everywhere!

The trick is… to be sure you always DO carry them. Since, we often meet the most important people in the most unexpected places, you ALWAYS need to have your cards with you!!

Here’s a TIP:
Grab a generous stack of business cards and stick them in…
all of your coat pockets, your wallets and bags…including your gym bag
…and always keep a batch of business cards in your car!

That way, if you arrive somewhere and realize you’ve forgotten your cards, you’ve got them right there in your car…

Follow these tips, so you’ll be ready to get out there and get carded
…because getting carded can be good for business!

When and How Much To Tip

2010-05-26T17:48:00.000-07:00

Billy Joel sang about the tip jar “They sit at the bar and put bread in my jar”. These days seems piano men are not the only one’s with tip jars. They seem to have cropped on every counter from coffee shops to restaurants to ice cream take out and many of us wonder when we should put money in the tip charge and when we should not.

Tipping is one of those things that we as customers are often unclear about. Tipping is intended to reward good service but when to tip, to whom and how much is appropriate is often the question going through our heads as we pay the bill at a restaurant, hair salon or pick up that latte at the coffee shop. I consider myself a good tipper. I always leave at least 20% to the server at a restaurant unless the service is very poor and I always leave 2 bucks on my pillow in my hotel room for the cleaning staff.

According to a report from CNN Money, when it comes to servers in restaurants 20% is suggested for excellent service, 15% for adequate service and you should still leave 10% for poor service and $2 to $5 per night is suggested for those cleaning your hotel room.

They also suggest the following guidelines for tipping:

Bartender: 15% to 20% of the tab, with a minimum of 50 cents per soft drink, $1 per alcoholic drink

Pizza delivery: The site www.tipthepizzaguy.com suggests: 15% for normal service, with a $2 minimum; 20% for excellent service; 10% or less for poor service; at least 10% for orders of $50 or more.

Hairdresser: 15% to 20%. (It is now acceptable to tip the owner)
Shampoo person: $2
Manicurist: 15%
Spa service: 15% to 20%. If service is provided by owner, no tip.
Skycap at airport: $1 per bag if you check-in curbside; $2 per bag if skycap takes bags to check-in counter.
Hotel doorman: $1 per bag for help with luggage; $1 per person for hailing a cab
Hotel bellhop: $1 per bag for bringing luggage to your room (a $2 minimum if you have just one bag)
Hotel concierge: $5 for getting you tickets or reservations ($10-plus if they're hard to get). No tip required when you ask for directions.

So what about the tip jar? CNN Money suggests no tipping required for staff at coffee/food establishments with tip jars. It’s entirely optional. Sure, there are guidelines for tipping but it is entirely up to us as customers to determine the amount we will leave for a tip and to whom. I say tip generously when you receive good service. Maybe I’ll set up a tip jar myself. If you liked this article - leave a buck!

Perfecting Your Elevator Pitch

2010-05-24T16:38:00.000-07:00

Every small business should develop an elevator pitch as part of their marketing and networking strategy.

The idea of an elevator pitch is to get someone excited about your business in the time it takes to ride an elevator from one floor to another - about 30 seconds!

An elevator pitch is a quick and concise way to communicate who you are, what you do and why you do it better…

Here are 5 tips for perfecting your elevator pitch:

1. Describe your business in terms of what problem you are solving…

use language such as we help, we solve, we protect.

2. Keep it simple so anyone will understand what you do…avoid technical jargon

3. Develop several pitches for different audiences - tailored to the interests of whom you are pitching to …

4. Be sure your passion and enthusiasm for your business comes thru!

And finally ----
--- leave them wanting more!

The idea is to entice someone enough in 30 seconds to want to know more about you and your business!

Follow these tips for perfecting your elevator pitch and you’ll be ready the next time someone asks you about your business in the elevator, at a networking event or in the check out line at the grocery store!

STOP Procrastinating!

2010-05-23T16:22:00.000-07:00

A recent study conducted by a Professor at the University of Calgary indicates that we’re procrastinating more than we used to - in 1978 -15 percent of us were guilty of it. Today that number is more like 60 percent. If you find you’re among the many saying “I’ll do it later” here are five tips to help you step procrastinating and get it done now!

One -Tackle the hardest thing you have to do first thing in the day. That way it won’t be nagging at you once it’s done and out of the way.

Two - Schedule time on your calendar to take care of a task you’ve been putting off and only focus on that task until it’s done.

Three - Post reminders everywhere - a post it note by the front door, on your fridge your laptop or dashboard will not only remind you about something you need to do but all those notes may annoy you enough to get it done!

Four - Enlist help from others. Ask a friend, partner or colleague to remind you about a task you need to get done. A little peer pressure can go along way in reducing procrastination.

Five - When you accomplish that task you’ve been putting off. Reward yourself! Chocolate ice cream can be a great motivator to get something done that you’ve been putting off!

Dealing With "aarrgghh" Unhappy Customers

2010-05-20T17:34:00.000-07:00

Ask anyone who works with the public and they will tell you that one of the keys to survival is having a good sense of humor and the ability to let criticism roll off your back. I learned this lesson quickly when I operated businesses in Bar Harbor during the summer tourist season.
I love people. If I didn’t I never would have operated an inn or a tour boat business. I’m the one who says during a job interview , “I’m a people person”. I’m also a people pleaser. I truly believe in offering the very best customer service possible.

This is likely true for you as well. It’s also likely that you prefer positive feedback over criticism - don’t we all! But we have to keep in mind that we can’t be everything to everybody - that we can’t please all of the people all of the time. In my ten years in the summer tourism business I can count on one hand the customers who weren’t happy with me or my services. 99.9% of my customers were fabulous and thrilled with everything. The remaining few just weren’t happy and there was nothing I could do to please them. Every business owner will encounter an unhappy customer. Sometimes the cause of their unhappiness is something you did or didn’t do for them - sometimes they are the type of people who just can’t be pleased. I had several who were just playing “complaint games” to try to get freebies out of me. I caught on to that pretty quickly! It’s difficult dealing with difficult customers. It’s difficult not to personalize it, it’s difficult not to let it bring down your day!

Here’s how I learned to deal with it. First and foremost try to find out why the customer is unhappy. Really listen to their complaint without getting defensive. Make it clear that you want to make it right. Then do what you can to fix the problem. If the problem isn’t something you can fix - offer another way to remedy the situation - so at the very least they will feel that you took care of them in some way. This may mean giving a refund or freebie and that’s ok when the circumstances call for it. Sometimes it’s just better to lose a little money and end the situation so you can move on and focus on your other customers.

I had several guests at the Inn who were not happy because there were some services they were looking for that my property didn’t provide - such as a restaurant, bar or room service. Rather than having an unhappy guest - I would offer to find them a location more suitable to their needs and refund their deposit. They left feeling satisfied with the way I handled the situation and I was left with an Inn full of guests who genuinely wanted to be there and that made my life easier and their stay more pleasant!

People are people. In business - most are great to be around - others challenge your patience. I can tell you stories about some customers that you “just can’t make up”. But they taught me a lot about patience, humor and resilience. It never failed that when I would encounter a difficult customer and question “Why do I do this?”, the next customer would be a very happy one - thrilled and thankful for the experience I gave them and I would think to myself - “This is why.”

Motivating your Employees

2010-05-18T15:20:00.000-07:00

If you have employees in your small business, you know that well motivated employees are more satisfied with their jobs and as a result, more productive.

Here are 4 easy ways to motivate your employees… 1. Acknowledge Achievement
Whether for something big or something small, praise your employees for a job well done!

2. Offer Incentives
Rewards are great motivators! Think tickets to movies, gift cards, cash bonuses or extra time off.

3. Encourage a sense of belonging
Make employees aware of what your goals are for your business and the vital role they play in achieving them.

And finally…..Have a sense of humor!
…small business owners are willing to laugh at themselves and who encourage their employees to have fun while working hard are rewarded with happier and more productive employees. .

Why I Didn't Buy the Pants from Your Store

2010-05-17T09:57:00.000-07:00

I didn't buy the pants. Not because I didn't like them, but because I lost all interest after dealing with too many barriers " the barriers retailers put up between a customer's interest in making a purchase and actually making the purchase.

I had gone to the large retail store looking for a hat to take on vacation. I walked into the store and was immediately overwhelmed. It was too big and too difficult to locate the area of the store that might have what I was looking for. After going around in circles several times, I realized that they did not have the hats I was looking for " but I did spot a cute pair of hiking shorts that I thought I could use on my trip. I grabbed several pairs and then wandered around aimlessly looking for a dressing room. I found a cashier and asked him where they were. He walked me to the dressing room and then, rather than unlocking the door for me to get in, he left and told me I had to press a call button by the door and someone would come and let me in. So I did, and I stood there " waiting and waiting and waiting.
All these barriers made me ready to leave the store " without the pants. The clerk with a dressing room key finally arrived and didn't appear too happy about having to stop doing whatever it was she was doing to let me into the dressing room. In spite of all these barriers, I decided I would buy the pants and headed to the register. When I arrived, the clerk behind the counter told me he was closed and I would have to trek all the way across the store to another register that was open. It would also have required I trek all the way back to exit the store near my car. That was the last straw. I walked out, without the pants, without making a purchase and feeling that I had just wasted an hour of my time.
I will not likely shop there again. Not because they don't carry items I like, but because they made it so difficult to find things, try them on and check out. Ask yourself, what barriers are up in your business that may turn off your customers and delay or prevent them from doing business with you? Whether you own a retail store, an e-commerce site, or a service business, take a moment and walk through all the steps it takes a customer to make a purchase. Reduce your barriers and you will increase your sales!

When Your Home is Also Your Office

2010-05-14T11:04:00.000-07:00

When I was a teenager, my mom worked out of a home office. There were strict rules pertaining to Mom’s workday: She was not to be bothered unless the house was on fire or there were people at the door with balloons and a “ginormous” check from Publishers Clearing House. Mom laid down very clear ground rules, and she and Dad enforced them. Here are some tips to help you make working at home a home run:

• Create simple, workable ground rules. You are smart enough to figure these out. But do it, write them down, share them with the family, and tweak and repost as needed.
• Follow your own rules. If you’re leaving your office during your workday to check the kids or take care of family business, your family will figure you are available and those rules go out the window! Set boundaries, tell them what the exceptions are, and post them on the fridge.
• Quarantine thyself. Your office should be away from where family members congregate—I’m talking sacrosanct. This means your work space should not be located in the den, bedroom, kitchen, or man cave! Instead, have your office in a separate room with a door you can shut and lock.
If you ever meet with clients, it’s important, if at all possible, to have a separate entrance to your office. Think of it this way: How would you feel about visiting a professional at their “office” and having to trip over loads of laundry, be greeted by a wet dog, or see dirty dishes in the sink?
• Gussy up. Another rule my smart mother adhered to: Follow the same morning routine you would as if you were leaving the house to go to work. Get dressed for work. Put on makeup, brush your teeth, wear clothes appropriate for your profession. Set regular work hours and at the end of the day discuss your workday with your family to reinforce the fact that you are working from your office, which is now, after hours, known as home.
(Deb Neuman's article that appeared in www.maineahead.com)

Social Networking – Just Do It!

2010-05-01T17:59:00.000-07:00

If you still think that social networking is for kids – think again! According to Facebook’s site – the fastest growing demographic of their 300 million users are 35 years old and older. If you aren’t using Facebook and other sites like Twitter and LinkedIn to promote your business you’re missing an opportunity and likely falling behind your competitors who are!
If you’ve never used these sites – the idea of entering the world of social media can seem daunting and intimidating at first but once you go there you’ll likely wonder why it took you so long!

There are so many advantages to using these sites for promoting your business. First of all these sites are free to use. Secondly they are a great way to keep your business “front of mind” to current and potential customers and they are also a great way to make connections and network with other like-minded business people.

I recently spoke with an insurance company that has been resistant to social networking and in fact prohibits use of these sites by employees in the company. After learning of the potential marketing power of these sites - the company decided to give it a try. They are now using Facebook to offer insurance tips and advice. They are using this site to build credibility, increase visibility and reach out to an audience they likely wouldn’t be able to reach through other means.
A jewelry artisan I know posts new pieces to Facebook and often sells them before she posts them to her own site!

To get started – I suggest you try Facebook first. Just sign up and start by looking around for other businesses that are using the site and see how they are using it. I would caution you not to “sell” on the site as that can turn people off – but rather to provide information and updates as to what your business is doing. You can start with a personal page and you can set up a Fan page for your business specifically. The key is to just start! We’re all new at this. This is a new world. We’re all learning as we go. But you have to be there! Only a few years ago – the question people would ask is, “Do you have a website?” Now they ask “Are you on Facebook or Twitter?”

I use these sites to talk about this column, my radio show and to provide other information of value to small businesses. I also enjoy connecting with family and friends both old and new. These sites can be great tools to promote your business and re-connect with that long lost friend from your hometown who may even want to do business with you. Start slow – but just start! You’ll be amazed at the results and have fun too. My parents are both on Facebook. If they can do it – you can do it! When you do be sure to “friend” me!

How to Get Your Customers to Give you Feedback

2010-04-20T16:29:00.000-07:00

Customers are critical to the success of your business especially in these challenging times. Your customers are also a valuable resource when it comes to making decisions regarding the direction of your business.

Here are some ways you can engage your customers to provide you with valuable feedback for your business.

1. Invite a group of your existing customers to lunch or dinner to discuss some specific issues or ideas you are considering related to your business.

2. Establish an advisory board of key customers to provide you with on-going feedback regarding your business. Consider rewarding them for their time in some way.

3. Ask customers for feedback about their experiences at the time of check out or via a follow-up phone call or email.

You can ask customers for feedback that is very specific to a decision you are considering or more general in nature. By asking for feedback… you will gain valuable information to help your business succeed, and further establish customer loyalty as they feel that their opinion matters to you and your business.

Give A Little - Get A Lot

2010-04-18T17:15:00.000-07:00

According to a new study by the University of California, Berkeley, workers who are more generous at the office had more influence and are more likely to get ahead in the workplace. This likely comes as no surprise, but it's a good reminder to give more than you get when it comes to how you interact with your co-workers. It's good for you, for them, for business and for your career prospects.

You want to be the one who offers to help your colleagues with challenging projects, who is willing to jump in and help out when someone is out sick, who will get down and dirty changing the toner on the copy machine because it has to get done " and not complain about doing it.
You don't want to be the employee who says or even thinks, "That's not in my job description," "I didn't get a college degree to change toner" or "If you can't get your work done, that's your problem." Focusing only on your needs and responsibilities won't score you any points with your co-workers or superiors and, according to the study, will mean you are often ignored by your peers.
This isn't about winning a popularity contest with your co-workers or sitting at the cool kids' table at lunch. But by behaving in a giving fashion, you will be liked at work and that can make the work place a lot more pleasant. People want to work with others who are generous, who reach out to help others, who enthusiastically jump in to do whatever needs to get done. This behavior will go a long way to score you points with your co-workers and the boss " not to mention that when you find yourself needing assistance, they'll be there for you because you were there for them.
So the next time you sense one of your co-workers is over burdened, ask if you can help. The next time the boss is looking for volunteers for a project, raise your hand. Be helpful, flexible, open, enthusiastic and generous towards your co-workers. Oh " and wear black. I've changed toner cartridges. Trust me on this one!

SMILE:) - It's Good for Business

2010-04-15T18:07:00.000-07:00

I recently returned from a fantastic trip to Aruba where customer service is as much a part of the island as the sandy white beaches. Tourism is the economic driver in Aruba so being nice to tourists is key to the survival of the island. From the hotel staff to the restaurant workers to the bus drivers – everyone is so nice!

I was waking behind a young woman who worked at one of the resorts as she was arranging her name tag. Small pieces of laminated paper fell from her name tag and I picked them up for her. I took a quick glance and they all said one thing, “SMILE”. I handed them to her and she thanked me and smiled. Clearly these were a reminder from her employer that smiling was key to customer service. It was so true. Everyone on the island smiled! Maybe it was the rum punch, maybe the warm water or maybe they really understand customer service.

This was unfortunately not so true for some of the visitors to the island. There are times when I am embarrassed to be an American. When I see my fellow Americans act in such a manner that is rude, embarrassing and earns them the label “Ugly American”. I just don’t get it! You are on vacation – relax and smile! I witnessed this poolside, at restaurants and in the hotel. But by far the worst example of this was as we landed in JFK after a long flight from Aruba after going through customs, immigration and security.

Finally home – we were all ready to de-plane and get home! But the airline took us to the wrong gate and we ended up in international customs instead of baggage claim! We weren’t supposed to be there as we had already cleared US customs on the Aruba side. It was nearly midnight, we were tired but that was no excuse for some of the passengers behavior! They were yelling and screaming at the customs and airline staff in a manner that was unnecessary and embarrassing.

We stood there and waited until the mess was straightened out. One by one we showed our passport to officials who checked us against the passenger list and let us go – avoiding customs. I went last and was told by officials that I got a gold star for patience. To which I responded – these things happen – you got us home safely – you straightened out the error as best you could. I thanked them and I smiled.

Travel has it’s share of frustrations and delays but that is no excuse to be rude to people. It won’t help the situation – makes us all look bad and only increases your stress level. Travel nicely – treat people well and above all remember what the Arubans do so well – “smile”.

What LL Bean can Teach us About Service

2010-04-07T06:49:00.000-07:00

The National Retail Federation recently named LL Bean the number one retailer when it comes to providing exceptional customer service. There were a number of reasons customers voted LL Bean number one - including their liberal return policy. If you’re unsatisfied with a product you purchased at LL Bean they’ll take it back no matter how long ago you purchased it.

According to their website, back in 1916 a sign hung on their wall that read, “I don’t consider a sale complete until goods are worn out and the customer is still satisfied.” Today, they stand behind that statement by saying, “At L.L Bean your satisfaction is always guaranteed.”

What we can learn from their example is that to be in business for the long haul you have to establish trust and loyalty with your customers. LL Bean has done just that. Customers know that if they’re unhappy with a purchase for whatever reason – LL Bean will make it right.

Granted, there will always be customers who abuse return policies but they are far outweighed by the benefit of building a loyal base of customers who return again and again because they know they’ll be taken care of before, during and after the sale. By following the model set by L.L. Bean your business will stand a good chance of surviving and thriving for many years just as L.L. Bean has.

How to Make Meetings Not Suck

2010-04-06T18:28:00.000-07:00

It will likely come as no surprise to you that when workers were asked what is their biggest time waster at work – many said --- meetings!

You can’t avoid having meetings in your business – as they’re necessary for communication and team building - but you can avoid meetings that are viewed as a waste of time...and here’s how…

One - Avoid a meeting if the information can be exchanged some other way such as through an email, memo or brief report.

Two - Set an objective for the meeting – so you and you’re your participants know what you want to accomplish.

Three - Develop an agenda that includes the topics to be discussed, by whom and for how long. Be sure to stick to the agenda.

Four - Set a time limit for the meeting and stick to that as well! Your participants will appreciate you respecting their time.

Five - Don’t finish any discussion without deciding how you will act on it, who will do it and when.

And finally… provide snacks… snacks are always good!

Laugh It Up!

2010-04-05T09:44:00.000-07:00

It's April Fools week and that means we can expect "kick-me" signs and whoopee cushions. Having been raised by the "King of Pranks" " my dad " I'm a big fan of good fun. Dad taught us at a young age that it's important to take what you do seriously " but to not take yourself too seriously.
He was the dad boys feared " showing up prom night to greet my date in full military gear carrying a saber sword. He terrified my little friends during sleepovers, making the house sound "haunted." He taught me how to short sheet a bed and presented me with a "GO BIG RED" toilet seat to celebrate my childhood nickname.
My dad is now working his "magic" on the next generation and I'm thrilled that my nieces and nephews will also grow up with laughter and feeling one part totally mortified by my dad and another part " totally proud!
My dad's sense of humor continues to influence me as I make my way in this world. I can't imagine a life without humor and laughter. Life is hard sometimes, and if you own a business it can be especially so. There are days when things just don't go your way " when things feel hopeless " when everything you try to do backfires. Those are the days when maintaining a sense of humor is so tough, yet so important. I've been there. I've been in situations where I thought, "You just can't make this stuff up" " and then I laugh! I tell myself I will survive this and it will make a great story someday; then I laugh a little more.
Life is short, life is full of amazing moments and yeah " the hard stuff too. Business is the same. There are days when you feel like a rock star and others when you think, "Why am I even doing this?" It's those times when you are the most stressed and under the most pressure when laughter becomes even more important.

Laughing is good for us emotionally and it's good for us physically. It will not only relieve your stress but help relieve the stress of the people with whom you work and the people you love. We all feel better, happier and safer in environments where people are encouraged to work hard, get it done and have a good time doing it. So laugh a little, laugh a lot and, like my dad, encourage those around you to laugh right along with you.

Bring on the whoopee cushions!

Starting A Direct Selling BIZ (Mary Kay, Pampered Chef, etc.)

2010-04-03T16:39:00.000-07:00

According to the Direct Selling Association more than 15 million people in the US are operating direct selling businesses. Direct selling is defined as the sale of a consumer product or service, person-to-person, away from a fixed retail location. Examples include Avon, Mary Kay and Pampered Chef.

If you’re thinking a direct selling business might be for you - consider the following…

First ~ ask yourself if the product you will be selling is something you can get excited about – because you can’t sell something to others if you don’t love it yourself!

~Find out what the costs are for signing - up with the company and the on-going costs of doing business including supplies and sales materials

~Find out what the average earnings are for consultants - be realistic about how much money you can earn.

~Find out how much on-going education and support the company provides to help you be successful.

…and do check to see if the company is a member of the Direct Selling Association…. as DSA members pledge to abide by a direct sellers code of ethics.
Check out there website at dsa.org

Don't Be Fooled!

2010-04-01T18:48:00.000-07:00

“Earn thousands of dollars working from home”

We’ve all seen and heard this pitch on t.v. Unfortunately most of these infomercials are nothing but scams! “April Fools” seems like a good time to offer tips to prevent you from being “fooled” by these offers, as I receive frequent calls from individuals who, wanting to start a home based business, have fallen prey to these scams.

According to the Federal Trade Commission, “Many ads omit the fact that you may have to work many hours with out pay. Or they don’t disclose all the costs you will have to pay. Countless work-at-home schemes require you to spend your own money to place newspaper ads; make photocopies; or buy the envelopes, paper, stamps, and other supplies or equipment you need to do the job. The companies sponsoring the ads also may demand that you pay for instructions or “tutorial” software. Consumers deceived by these ads have lost thousands of dollars, in addition to their time and energy”

The FTC sites the following as classic work-at-home schemes:

Medical Billing:

You will be promised that this requires no experience, that for a fee you will receive training and they will help you find clients eager to buy your services. The reality is that you will invest $2,000 - $8,000 and you will have to sell your services, as the promoters rarely provide you with experienced sales staff or valuable leads.

According to the FTC, “Few consumers who purchase a medical billing business opportunity are able to find clients, start a business and generate revenues, let alone recover their investment.”

Envelope Stuffing:

You will be promised that for a small fee you can earn money, stuffing envelopes at home for a company. Later, you will find out there is no company interested in your services.

“Instead, for your fee you’re likely to get a letter telling you to place the same “envelope-stuffing” ad in newspapers or magazines. The only way you’ll earn money is if people respond to your work-at-home ad” says the FTC.

Assembly or craftwork:

You will be promised that companies will buy the goods you produce. Only after you have invested hundreds of dollars in this program, in equipment and performed the work, will you find that these fraudulent operators will not pay you for your products.

“Many consumers have had companies refuse to pay for their work because it didn’t meet “quality standards”. Unfortunately, no work is ever “up to standard” leaving workers with relatively expensive equipment and supplies and no income.” According to the FTC\

How to avoid getting scammed!

Get it in writing

Legitimate work-at-home programs should tell you in writing exactly what’s involved in the program they are selling.

Ask Questions

Including what tasks will you have to perform? What is the total cost of the program including membership, supplies and equipment? . ? How and when you will be compensated?

Check them out

These organizations can tell you whether they have received complaints about the work-at-home program that interests you:

The Federal Trade Commission: www.ftc.gov
The Better Business Bureau of New England: www.bosbbb.org.
Office of the Maine Attorney General: www.maine.gov.ag

Be wary

The absence of complaints against a company doesn’t necessarily mean the company is legitimate. Savvy and unscrupulous companies change their names identities and location frequently enough to avoid detection.

Check your gut

If a small business “opportunity” just doesn’t feel or seem right to you, let it go. Gut feelings lack science, statistics and data. But I know from experience that my gut, my instincts are usually right on. The key is to pay attention to it and when in doubt… walk out!

Get Organized!

2010-03-15T17:56:00.000-07:00

Tis the season for Spring cleaning! Whether you are cleaning out your closets, pantry or office – it feels so good to get rid of clutter and feel organized. In fact, experts on the topic of organizing will tell you that ridding your life of clutter can greatly reduce your stress level!

I recently undertook a major clean out of the office that I have occupied for the last eight years for a move to a smaller office. I spent weeks going through drawers of files that had accumulated over the years and tossing about 90% of the paper in the recycle bin. The effort was worth it! I feel “lighter” in my new smaller office and less stress working in a neat and tidy space.

For many of us who are juggling very busy schedules - it takes something major like having to move to really dig in, clean out and get organized! Now that my new office is organized - my goal is to keep it free of clutter by making getting organized part of each and every workday. We all know that once an organizing project is done the challenge is keeping it organized.
Lifeorganizers.com offers these daily steps to organize and then maintain your office.

1. On Mondays, de-clutter your office. Remove at least one item which you don't use at least monthly. Remove all personal items from your desk. Throw away pens that don't work. Reduce your ketchup/salt/napkin supply by 90%.

2. On Tuesdays, take inventory. Review your supplies and make a list or place an order. Take a few minutes to look through an office supply catalog. You'll find a myriad of useful organizing items.

3. Think on Wednesdays. How can you make better use of your computer? Can you develop a spreadsheet to help organize some aspect of your job? Do you need to find and register for a computer class? Do it today.

4. Thursday is sorting day. Go through all those business cards and small pieces of paper which have accumulated throughout the week. Put them where they belong. Also put away any reference materials you've been using.

5. Have fun filing on Fridays. End your week by cleaning up all the paper lying around your office. Purge your files. Have a mean and clean filing system which you can actually use.

The key to maintaining an organized workspace is to make it part of your daily work routine – not a once a year activity or when you are forced to do it!

Play Nice with Others in the Sandbox for Business Success

2010-03-03T16:37:00.000-08:00

We entrepreneurs tend to be the fiercely independent types. But - being too independent can often do more harm than good when it comes to the success of your business! With many of us concerned about the survival of our businesses in these tough economic times – it makes smart business sense to look for ways to collaborate with other businesses to save money and improve visibility.

Here are 3 ways you can collaborate with other businesses

One - Consider joint marketing or advertising
Now is not the time to stop promoting your business – quite the contrary in fact. Consider getting a group of businesses together that share a common theme or location and market or advertise as a group rather than individually.

Two - Organize events in collaboration with other businesses
For example you could host an open house at your place of business – and invite other businesses to participate. This is great way for multiple businesses to get exposure and more people will attend if more than one business is represented.

Three - Trade services
Consider bartering with other businesses. This is a great way to get what you need when cash is tight. For example a retailer might swap merchandise with a business that provides accounting services. Speaking of accounting – do check with your accountant to be certain you are keeping track of bartering activity properly.

Think creatively about how you can collaborate with other businesses to increase your visibility while reducing your expenses during these challenging times and we’ll get through this – together.

What Successful Athletes and Entrepreneurs have in Common

2010-03-01T06:38:00.000-08:00

Watching the recent Winter Olympics got me thinking about how being successful in business is in many ways similar to being successful in sports.

Being successful as an entrepreneur or as an athlete starts with having a passion for your business or your sport.

Both require a strong commitment and many sacrifices to be successful.

Success in both requires good coaching and a team of supporters in your court.

Continues training and education is key to success in any sport or business.

Persistence, practice and patience are required.

Knowing and understanding your competition is critical!

Both require strategic planning to determine the best approach to win!

Having a contingency plan in place is critical for athletes and entrepreneurs when things just don’t go your way.

And when you stumble and fall in an athletic event or in business you get up – brush yourself off – learn from your mistakes and you try again!

If you’re willing to take the risk, give it your all and persist when the odds are against you - you just might score a gold medal in your sport or your business!

What Olympic Athletes Can Teach us About Business Success

2010-02-24T10:13:00.000-08:00

Whether you're an Olympic athlete or a business owner, overcoming adversity is critical to success. Watching the Olympics these last weeks reminds me that we all stumble, fall and struggle to deal with forces beyond our control that interrupt our plans. When that happens we have two choices: Curl up and give up or get up and fight back!
Olympians, like business owners, are all about taking risks. Watching the downhill ski racers, I was struck by their statements that they just had to go for it and not hold back. They tore up the course without fear of falling or failing. This was their moment " the moment they had trained for their entire lives. They were fearless.
I know many business owners who are successful because they possess the same attitude. They worked hard to establish their businesses. They trained, planned and prepared. Once the doors were open, they gave it everything they got and never gave up even when the course got rough " even when they fell. They got back up.
I was recently chatting with a business owner who had been injured in an accident. He told me that as he was being rushed to the hospital he was more concerned about how he was going to run his business than about his injury. As soon as he was able, he returned to work " on crutches. It was not "business as usual," as he was physically incapable of working the way he had prior to the injury. But he had his best month " ever. He said, "My injury forced me to conduct my business in a different way than I had before and the new way turned out to be better than the old way." I won't give away his secret, but I will tell you that even after he healed he continued to operate his business the way he did when he was injured.
So when you take a fall, when you are faced with circumstances that are not what you had hoped for, when things don't go your way, look at it as an opportunity to get stronger, to be smarter to heal. Then get back up and head down that hill with everything you've got and you'll come out a winner!

What Edison Can Teach Us About Time Management

2010-02-20T16:27:00.000-08:00

Let me start with a quote from Thomas Edison
“Time is really the only capital that any human being has, and the only thing we can’t afford to lose.” But we often say – I don’t have enough time. For most of us it’s not having the time that’s the issue - its learning how to manage our time better that’s the challenge…

Here are 5 ways you can begin to make better use of the 24 hours we’re all given in a day…

One – You have to really want to manage your time better. This requires changing behaviors and that will only happen if you’re really committed to making a change.

Two – You need to re-think your priorities. Where should you be spending your time? What is truly most important? What really needs to get done and what can wait?

Three – Keep track of how you’re spending your time - for one week – keep a log of where your time is going – so you can get a clear picture of where your time wasters are.

Four – Then look for ways you can reduce your time wasters to free up time to focus on your priorities.

Five – Change your bad habits slowly. Pick one time waster to improve upon before tackling the next. For example – if you waste too much time checking email every few minutes. For one week only check it 3 times a day.

I’ll end with a quote from Franklin Field - The great dividing line between success and failure can be expressed in five words: “I did not have time.”

When Barb Quit Her Day Job to Strike Out on Her Own

2010-02-17T10:24:00.000-08:00

In a time when many folks have lost or are concerned about losing their jobs, it's often surprising to hear about someone quitting a job. It's especially puzzling when the job was enjoyable, provided a decent living and meshed with the person's training. But for many, the dream of being one's own boss can be reason enough to give up a steady paycheck.

We all know people who dabble in side business ventures after the workday is done. But the decision of when and if to leave the day job and embark on a venture full time is a difficult one to make.
This was the case for Barb Cookson, who gave up a successful career as a dental assistant to open her own massage therapy practice. Barb became interested in massage after she began receiving treatments for a sore neck as a result of her work. This led her to wanting to be a therapist herself. While still working full time, she began studying massage therapy in her spare time and eventually became licensed. She eventually established her practice and for more than a year kept her day job, running her business on the side until she decided to leave her job to run her business full time.
When asked about making that decision, Barb replied, ''It was just something I had to do. I was not really financially ready to support myself full time as a therapist, but I knew I had to put 110 percent of my efforts into my practice. I quit my job and I've never looked back.''
Barb's decision paid off. She has a growing clientele and has established a second location for her practice. When asked what advice she would offer someone making a similar decision, she said, "Do you what you love, find something you are truly passionate about and then listen to that inner voice when it tells you to just go for it!"