Intimidation!
Someone sent me the poster below. Even as a cat lover, I have to admit it raised a hair or two on the back of my neck.
Has anyone ever worked for a boss that used intimidation as their management style? Something for all small business owners to remember—it destroys all semblance of teamwork.
For Want of a Nail…Redux
Back in October, I posted an article titled “For Want of a Nail…” where I described a bad customer experience I had at a nearby coffee shop. I described the poor management of the business, and intimated that the business would not survive under its current management.
Well, guess what! Last month I drove by the coffee shop and saw a large banner over the door that read “Reopening Soon–Under New Management.” Since then, I have stopped in a couple of times and have been pleasantly surprised by the eager greeting, the good coffee, the great service, the offer to set up a frequent coffee card, and the visibility of the manager. All the things that drove me away before have been eliminated and replaced with an attitude of wanting to make me a loyal and happy customer.
Any small business that relies on repeat business to be successful, needs to concentrate on building a loyal following…or “Tribe” as Seth Godin would call it. Now, I predict that as long as the present manager continues doing the things he is currently doing, this business will do well. I am now one of their tribe.
How are you doing with building your “Tribe?”
MBWA–For Managing in Troubled Times
I have always been a strong proponent of “Managing By Walking Around” (MBWA). I have studied the concept, and written about it, but, more importantly, I have practiced it for several decades. I have experienced the benefits…and there is no downside. For me, informally talking with my employees frequently, whether individually or in small groups, is the single best way I found to build cohesive teams that can fulfill a common purpose.
Never has this been more important than it is today. Employees are constantly bombarded by the negativity of mainstream media sources (we all know bad news sells best), and consequently, rumors abound. That is why it is up to each small business owner to spend as much time as possible communicating with the people who make their business run. Sadly, big business has lost site of the power of this simple act. HP was probably the last big corporation to formally practice MBWA, and that was many years ago.
Of course, just walking or wandering around, by itself, won’t do it, you also have to talk to people—everyone—and make sure your message is consistent, or you will quickly be disregarded. Keep your employees informed about the realities of your business, both the good and the bad. Nothing dispels rumors and fear like the unvarnished truth. Nothing builds trust and respect like factual, frequent information—the sharing of everything that is going on.
Just as important, you have to listen to your employees. All employees talk amongst themselves about the business, and usually they know things about your business that you do not…so, ask them what they think. Ask them what the business can do better. Ask them what you can do to help them do their jobs better. Be sure to really listen to what they have to say, and then thank them. Of course, you do regularly thank them for their contributions anyway—don’t you?
The same holds true for people outside your organization…your customers, suppliers, creditors, bankers, investors, board members, etc. Pick up the phone and call them from time to time. Where appropriate, ask how you can help them. Everyone connected with your business needs to hear from you—everyone is anxious about what is happening, and when they are fully informed and connected they also can help you, and your business, in ways you may never have thought of.
Frequent and consistent communication not only makes for an informed organization, but it provides the basis for meaningful communication between everyone. This is what fosters innovation.
Doesn’t all this MBWA stuff take a lot of time? Well, it does take a dedication of time consistently spent out in your workplace, but not as much as you might think. If you make it part of your daily routine, and your overall management style, MBWA will become second nature and a part of your business culture—and it definitely beats the hell out of “meetings.”
Do you MBWA? If not, give it a sincere try—spend more time with the people who make your business successful. You can make everyone in your organization feel they are a real part of your business. This is what can give you a better chance of winning during the recession…and beyond.
For Want of a Nail…
Almost every day I encounter another example of what contributes to the failure of small businesses, or at least what makes them miss real success. Today was no exception:
I stopped at a Saxby’s coffee shop that I had been into a few times. During my last visit the clerk at the cash register gave me a plastic “coffee card” and said the next time I came in with my coupon and “loaded” the card with $20 I would get a free cup of coffee.
So, today I gave the card and the coupon to a different clerk and told her to load up $20 and I’d take my free cup of coffee. The clerk informed me they didn’t do that. I said “…one of your clerks gave me this card the other day and said you did do that.” The clerk rudely insinuated that I was lying, but the Barista was standing close by and said, “Yeah, we do that.” That’s when the clerk stomped over to the manager’s closed door and knocked. The manager came to the door and spoke with the clerk, telling her “no deal”—the customer can give us his $20 to load the card, but no free coffee. I paid for my cup of coffee and left. Will I ever return? Not likely, at least not until they advertise “under new management.”
Obviously, considering my penchant for coffee, a free cup of coffee has absolutely no effect on my coffee budget. A free cup of coffee, a “sample,” or a friendly “thank-you” are simply gestures…they tell the customer they are welcome and appreciated and that the business wants them to come back. These kinds of gestures are inexpensive and much more effective than hundreds of dollars worth of advertising.
What was wrong here?
- The manager of this small business stays holed-up in her office instead of spending time out on the floor with her employees and customers. The few times I was there, I never saw the manager come out of her office.
- The manager obviously had not adequately trained her staff. Each clerk had a different understanding of the store policy—not to mention the rude approach of the last clerk involved.
- The manager missed a great chance to make a long-term loyal customer, and she blew it—she missed the importance of the “gesture.” She made me think she didn’t care if I every returned or not. Success does not come from taking your customers or clients for granted, or treating them with disdain.
If this were an isolated incident, it would be ridiculous to even mention it, but, unfortunately, disdain for customers seems to be the norm—it happens to all of us way too often. If you have a small business, you cannot afford to treat your customers with disdain. Show your appreciation for their business with an occasional “gesture.” Sometimes a friendly smile, or a pat on the back and a “thank you” is all it takes.
“In this age of email, supercomputer power on the desktop, the Internet, and the raucous global village, attentiveness—a token of human kindness—is the greatest gift we can give someone.”
—Tom Peters
Each of us is only one customer or client, but remember the old rhyme: For want of a nail, a shoe was lost, for want of a shoe, a horse was lost, for want of a horse, a battle was lost, for want of a battle, a kingdom was lost?
So, for want of a customer…..
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