Lisbeth Calandrino::

Sometimes the juice isn’t worth the squeeze. You spend all kinds of time on a project and it doesn’t go anywhere or you spend time doing things that don’t matter. We all do it. In fact the reason I’m writing this blog is because that’s what I did today–nothing that was important unless you consider watching Madonna at half-time important or going to the movies. Maybe it was–but tomorrow it won’t be.

Considering how busy all of us are, it’s amazing how much time we waste. If you want to get things done you will have to do what matters not what you think you have to do. By the way, here is a  link to a great article on time wasting.

How do you know if the squeeze  is worth it?

First, look at where  you spend your time. I love Farmville but one day I spent two hours cleaning up the barn , getting gifts, sending gifts and digging up the  dead crops. I felt bad that I wasn’t replying to friends and thanking them for gifts. I began to feel anxious, maybe they would “unfriend” me if I didn’t play. It was at that point that I started to think, was Farmville paying the rent? It didn’t take long to answer that question. I realized there are so many thousands of people playing Farmville that they’ll never miss me. (I hope they will!)

Second,  come up with some criteria, what is important in your life, what do you want to get done, what makes getting up in the morning worth it? Is it having fun, making money, being noticed, making a difference? What is important to you? Watch yourself, what are you doing when you’re not doing what you say you should be doing? Wow, lots of words.

Third, how do  you know what’s important in your life? Think about your values, what  really matters? How would you like to be remembered after you’re gone? What would you like written on your tombstone?  

Third, ask yourself, are these the real things I want to do,  and if not, why aren’t I doing them? I felt exceptionally tired this year after getting back from Surfaces but kept on working. All I wanted to do today was go to the movies and watch Madonna. I have so much to do I don’t want to begin.

Fourth, write down your goals and attach a time limit. When do you want to get them done? If the project is really big, “chunk it down” so you can get started. Do a little bit at a time it will cut down on your stress.

Fifth, put health on your list.  Get plenty of  sleep,  the right food and exercise. Whether I say it or not, I know this is first on my list and one of my most important values. I love cooking and going to the gym and I know I feel better because of it. If I can only get the sleep thing down. Any ideas? I have never liked to sleep. 

I know these may sound simple but sometimes simple is good.

Lisbeth Calandrino would live at the gym if she could. When she’s not at the gym she is speaking and coaching salespeople and business owners.

The answer to this question seems clear. Of course you would change. The thought that obstacles would not occur in life or business is an unreal idea.  Ask yourself, “can I handle obstacles?” Again we go back to, “what would you do if you knew your couldn’t fail.” Lina Sanchez talks about it in her article in the Gwennett Network. We have no choice in life but to handle obstacles; even if we “don’t handle them” we’re handling them!

Companies often wait too long to change. As Eastman Kodak files for bankruptcy, the 131 year old company, with a great formula but one that couldn’t change quick enough. Who can forget the Kodak name,  the leader of inexpensive cameras? What we don’t know about Kodak is that  the company’s own researchers had invented the first digital camera way back in 1976. This put Kodak in a position where they could have dominated the industry and owning every category of cameras, printers, inks and more. Unfortunately it never happened. It’s been said that the Kodak leaders couldn’t imagine a world where pictures weren’t shot on film. This company had the technology but not the vision on how to use it. Kodak believed in saving family memories by capturing them on film–they were way ahead of the social media revolution. (If you’ve not seen this video on the social media revolution this will be an eye opener!)

 Nokia is another company that failed to act despite the fact that they had created a formula for a tablet-shaped handset.  They just couldn’t execute the plan. (The Harvard Business Review, November 2011 has many great articles on companies that couldn’t change.)

 Being a leader means understanding when things change in the environment, such as in our present economy the business has to change . Unfortunately making changes in one’s business because of environmental changes is very reactive and  good leadership should be proactive not reactive. As we see, some companies such as Neihaus Companies (which I featured in my last blog) are flourishing in this economy, why, because they have a  plan and have stuck to it. Having a plan doesn’t mean you can’t be flexible in fact being flexible and giving yourself “wiggle room” should be part of your plan.

 Here are 5 ways that you can help your business and your life be proactive.

1. Don’t wait for things to happen. Build your business on sound principles, and prepare today for the future. If you’re planning for an eventual new roof, prepare for changes in the economy and that your ideas may need to  be replaced. This leads to changes in your  differentiation and reviewing your competitive advantage. (Your customers can help you with this.)

2. Stop running in crises mode. If you are constantly reacting, stop and look at what you’re not seeing. Why would you let yourself get in this position? Being in constant crisis mode causes stress which can eventually lead to a serious disease for you and your business. Remember if you’re losing money you can’t make it up in volume.

3. I know this is old stuff but start goal setting and goal planning and hold yourself accountable. This should be done yearly not every 10 years.

4.  Include your major customers in your goal setting. Have someone interview them to find out their business challenges. How can you plan for your business without  information from your customers? How can you upgrade  your customer service unless you know what your customers want? I have done this with dozens of companies that are sure they know what their customers want and after the survey are amazed at what they don’t know. Learning from your customers will help your business stay ahead of your competitors.

5. Prepare for changes in the world. Globalization has changed how companies do business, what type of business they will do  and where they will do business.

When I write these type of posts I begin to think about my own life–did I plan for the roof?

Sorry about Eastman Kodak; they will be missed.

Lisbeth Calandrino is a business coach and speaker. Her book Red Hot Customer Service is used by many companies to improve their customer service business.

I’m thoroughly convinced that that there are no such things as coincidences in life. A few weeks ago I received a call from Spruce Computers in Albany, New York and was told  I had been referred by David Niehaus, Vice President  of Sales of Niehaus  Companies of Indiana. John LaFave, Director of Marketing of Spruce Computers was looking for a keynote speaker for their convention and David had recommended me.  What a nice recommendation.

I hadn’t hear from David in years, sent him a thank you note and asked if we might talk and catch up on life.

Which brings me to this blog.

I asked David how they were doing in this miserable economy and he said, “we’ve decided not to participate in the recession.” I laughed and told him  not only would it make a good blog title but I was sure he had some ideas as to how  “not to  participate.”

First some background on David and Niehaus Companies. Niehaus Companies is a 9 store chain, 4^th generation retail home center  started by Benjamin and Francis Niehaus . The business was started in 1933 in the great depression with unemployment at 25%. In November of 1944, Francis died of tuberculosis and  Naomi Niehaus, the young widow and mother of two small children, came into the business to carry on the business. During this time Naomi ran the lumber yard  until her son, Bernie, graduated from Michigan State in 1959.The business continued to grow and in 1996 it became the Neihaus Home Centers. At this point there are 19 grand kids with many already participating in the business.

I asked David if he remembered anything about the depression to which he replied he didn’t. What he did remember was both his grandfather and father were the most optimistic people he had ever known.

“In fact I have no idea how my dad has managed to be so optimistic all these years but he still comes to work and amazes me with his attitude, says David, I have never heard him complain about anything. I’m sure this is how we’ve survived and continued to grow.”

I’ve asked David to share his secrets for success, especially if his company is not participating in the recession!

1. Never look back, what happened in the past has passed and it really has no bearing on the future. Each day is different, times are different and what worked in the past may or may not work in the future.
2. Just keep on going and growing. There are always opportunities despite the economy. You must keep on looking for these opportunities and keep yourself liquid enough to take advantage of what’s possible. As mom used to say, “save some for a rainy day.”
3. Watch your competitors and look for an opportunity to take market share. If you don’t seize market share when it’s available someone else will.
4. Focus on your business and  stay on your path. Do what you know and learn what you don’t know. Your core business is what will keep you going.
5. Energize your employees whenever possible; they’re  the backbone of your business. Anyone who interfaces with your customers is your business partner. Treat them with respect and demand accountability from these business partners.
6. Winning takes a team; no one can do it alone. You must rely on everyone to do their share and go for the gold.
7. Believe in yourself and set your own standards. If you are governed by standards of everyone in your marketplace you will be continually stressed and playing “catch up.”
8. Motivate yourself with new ideas. Look outside your industry for “out of the box” ideas.
9. Have people on your team who believe in your mission and your “game plan.” Get rid of the “naysayers” and keep yourself surrounded with like thinkers.
10. Always be willing to change the plan. The dinosaurs were the biggest but were unable to change and adapt to new conditions. We know what happened to them.

With these thoughts in mind I can understand why  Niehaus Home Centers is not interested in participating in the recession. They don’t need to.

Lisbeth Calandrino  is associate publisher of Fabulous Floors Magazine and  author of Red Hot Customer Service, 35 Ways to Heat up Your Business and Ignite Your Sales. For training or speaking, Lisbeth  can be reached at redhotcustomerservice @nycap.rr.com  

Here it is again, the trip many in the floor covering industry love and dread. Despite the sore feet from all the walking,  it is definitely something to be excited about. This is where we get to see what’s hot, what’s in, what’s out as well as looking at new designs.

 I hope you are planning on attending the show In Las Vegas, being held at Mandalay Bay Hotel and Casino, January 23-26. The 23^rd is the start of the education show with more than 78 great classes to choose from. Unfortunately you can’t attend all of them but there is a CD you can purchase which has all the seminars recorded. Of course there are product and installation seminars as well as all types of business seminars.

I will be offering two seminars that will add profitability to your business whether you are in retail or wholesale. Retention Marketing: Are your Present Customers Putting You Out of Business and Red Hot Customer Service. Everyone I’ve spoken to has a customer service horror story despite the fact that businesses are in competition for customers. Customer service is a  place where businesses can shine. If you want new ideas that will   add to your bottom line and your customer base, head on over to my seminars.

1/23 Retention Marketing:  Room MO13A 1-2:30 PM

1/23 Red Hot Customer Service: MO17A 3-4:40 PM. I am giving a free autographed book (Red Hot Customer Service) for those of you who mention this article or  bring a copy to either seminar.

By the way Fabulous Floors Magazine will be sharing a booth with Floor Covering Weekly. Stop in and pick up a copy of our latest issue of Fabulous Floors Magazine.

I have read so many comments on LinkedIn about Surfaces—the pros and cons of attending. If you’re in the floor covering industry how can you not attend this show? Every industry has a trade show a place to go and meet other people in your industry.  I’m always excited when my optician comes back from the Optical Trade Show and tells me what’s new. I also feel like he’s on top of new products.

I have another friend who just came back with some new ideas for my business which he got from the Promotions Show. Whatever your business, you owe it to your customers to be on top of the trends and products that are new in your industry. Knowing these things increases your credibility and your expertise with your customer. If you’re writing a blog or using other social media, you will find great information for your customers.

My hunch is that those who are making it through these tough times are businesses that are on top of the industry, are showing the best products and know the trends. Don’t forget to gather up as many trade publications and product information for your employees back home. Don’t forget to sign up for the CD.

I’ve been in the industry for a long time wearing many different hats. For 14 years as an owner of a 7 store floor covering and furniture chain, then as associate publisher of Fabulous Floors Magazine and  industry trainer. As the day to leave arrives I put on my Surfaces hat and begin to get excited as to who I’m going to meet in my seminars and what I’m going to learn from exhibitors and other speakers. When I get to the showroom floor I feel proud to be part of the flooring industry.

Of course I get a CD of all of the seminars and can’t wait for it to get to my mailbox.

Despite the economy, Surfaces still exists and is the best show in town. Hopefully you can come out and support our industry as well as get  great ideas for your business. To register for the seminars, go to http://www.surfaces.com/attendee/show-information/registration.aspxrror.

I hope to see you there.

Lisbeth can be reached via email: Lcalandrino@nycap.rr.com.

Several months ago I wrote a blog on how women were no different than men; it was sort of tongue-in-cheek and it caused quite a stir which is always fun. I’m always on the alert for gender related commercials; there’s a fine line between funny and insulting and it’s not always obvious. I recently read there are three parts to an advertisement,  the surface meaning, what you see immediately and your first impression, the advertising intention, what are they selling and the cultural part of the ad–how we really get connected. ( By the  way, this information is taken from and  included in an interesting blog, the Gender Ad Project Blog which shows you how to analyze advertisements and their meanings.  

And then I noticed  the  Progresso Soup commercials. The one I like the best is the one where the woman is excitingly telling the chef about her weight loss. Since he doesn’t quite get it she asks if there’s a woman she can talk to. In the photo above, this woman is talking about her weight loss and her engagement.

The commercials are charming and very clever and give us insight into this particular woman; she believes a woman would be more interested in talking with  her about her weight loss. 

 I went to YouTube and checked out the Progresso Soup commercials and found several more involving women , as well as some home grown  ”copy cat commercials” that are really funny. The commercials show  grown ups having fun talking about their grandmothers and one of our favorite childhood foods–soup. My own grandmother, Christine,  used to make a mean lentil soup. The key to all these commercials is the personalization and the connection to the family.

The commercials are just funny and nostalgic and involve happy customers. How does this fit for your business? Do your commercials involve nostalgia  and personalization? After watching one of your commercial do customers feel delighted and connected? Many business don’t realize that anything that anything that them to their customers is a form of  great customer service.

 Here are 6 ways to stay involved with your customers whether they’re men or women.

1. Vow to have fun with your business and your customers ; the world is far too serious so lighten  up. Go ahead and make fun of yourself and your business. As a salesperson, you need to to ask  your customers what they think about your commercials. This way you will have a way to connect and you will know what works.  Your customers know better than anyone if your advertising connects. Fun and humor are a great way to connect with your customers.

2. Involve your customers in your commercials; Progresso has a cute contest where you can make your own commercial and write a 300 word essay about your “soup” experience.

3. Post your commercials and ideas to your YouTube channel and invite your customers to do the same.

4. Invite your customers to share their ideas about the use of your product; give a prize for the most original idea or several prizes.

5. Don’t forget to feature everything on Facebook and invite comments. Who knows what you’ll discover about your products.

6. Whenever possible, build connections with your customers, personal connections. Get to know them, their likes and dislikes and become friends. 

I read through the comments on one of the Progresso videos  and someone wanted to know who made the tile backsplash–they wanted it!  It just shows, business can come from anywhere.

Lisbeth Calandrino is a small business consulting providing sales and customer service training. Her book, Red Hot Customer Service can be ordered from her web site.

People seem to be out shopping and the retail news seems to be positive. Could it really be true? I decided to call , Rebecca Marion Flach, Vice President of Membership and Communication for the Retail Council of New York State.

As Vice President of Membership and Communication for the Retail Council, exactly what do you do?

I’m in charge of all internal and external communication that supports the Council’s government relations, sales and marketing and membership functions. I’m also in charge of new membership benefit programs and services for the association.

Exactly what is happening in the retail sector, is business looking up?

We had a brisk holiday season and it appears sales grew in the 2-3% range over 2010. Our members gave the season an “A-” letter grade as part of the Council’s Holiday Sales Watch. This is all good news given the state of the economy.

What does this mean for 2012? It’s tough to say although economists are pointing to slow growth next year. Unemployment is down. The stock market is rallying. Gas prices have dropped. All of these factors and many others play a role in retail sales. We’re keeping our fingers crossed for steady improvement next year. 

How do you get your information?

My colleagues and I constantly talk with members to get the pulse of retail. How is business? What trends are members seeing? What new ideas are they implementing in their stores?

The Council also surveys its members during the holiday season. We just wrapped up the 2011 Holiday Sales Watch, which consists of one mail survey and three telephone surveys we conduct between mid-September and the week after Christmas. The mail survey measures our members predictions for the upcoming holiday season, The telephone surveys begin after Black Friday Weekend to gauge what actually happened in member stores at critical points in the season.

Rebecca. I remember when I was in the retail business we always had excuses for why customers did or did not show up. It was either too cold for them to come out,  or  so nice they decided to play golf or work in the garden.

Is there such a thing as  “good” and  “marginal ones retailers?”

The Council only reports what our members tell us is happening in retail and I wouldn’t be so bold as to try to discern the difference between a good and marginal merchant. Our members are the true experts and I’m here to support them. That being said, I’ve learned over the years from members that knowing your customer and treating them like family go a long way toward success in retail.

Successful retailers constantly survey their customers to find out what products and services interest them and what they’re willing to pay for it.  I don’t mean they send mail surveys or call their customers to collect this information (although they could). It’s asking simple questions while customers are in the store or just making observations. You have to know what your customer is thinking and what is influencing their thought process.

I’ve also learned that service makes or breaks the independent merchant. Service is what distinguishes small businesses from their larger competitors and can attract or deter shoppers from coming back. As one of our Hudson Valley member always says, “Treat your customers like family.”

How is technology affecting retailers?                                                                                               

For the last two or three years we have been talking about the use of social media including Twitter, Facebook, and Google Places. Many of our members have started to build Facebook pages and are encouraging their customers to post opinions as well as talk about their products.

Those members that use social media regularly are starting to see a difference in their referrals and customers. It takes time to stay connected but this is the new platform where the consumer is communicating with businesses and other customers. In addition, customers get information about products and reviews from each other so it’s increasingly important to monitor what’s being said about your business online.

In addition to social media, mobile technology is revolutionizing retail. QR Codes are becoming very popular ways to direct customers with smart phones to more information on a product or service. Foursquare and other check-in applications give retailers some fantastic opportunities to communicate with customers. Couponing sites might make a good awareness building tool for some merchants. The options are endless, but the struggle for the small business owner is finding the time to learn about and implement these tools.

Are there other events that are influencing retail?

Small Business Saturday, sponsored by American Express the Saturday after Thanksgiving had a major impact this year. This was just the second year for this event, but some of our members reported customer interest and increased foot traffic as a result.

Our independent merchants tell us Black Friday is a Big Box Store event and I think it was ingenious to create a holiday designed to promote small business. It brought attention to the contributions made by small businesses to our communities and encouraged a “buy local and small” mentality that lasted far beyond November 26.

We had members who capitalized on the free publicity Small Business Saturday generated by offering special in-store promotions, featuring “Made in America” products or talking about their business’ role in the community (job creation, history, etc.)

Rebecca I can only think that Small Business Saturday can only get better as we have a few years under our belt. Retailers who took advantage of it these past years will probably have some great ideas how to make it have more impact on their business.

What about the Wall Street protests? Good Morning America noted that this is starting to have an effect on consumers.

The Wall Street Protests also seem to have encouraged many consumers to reexamine how they spend their money and where. The protests against “big banks” and “big corporations” has brought new energy to independent retail much like Small Business Saturday did. Some of our members told us they had the best holiday season they can remember from a resurgence of interest in supporting local businesses.

You mentioned community teamwork; how would you define this?

We are hearing from our members that consumers have reawakened to shopping locally, and we’re also learning of retailers’ willingness to work together to promote each other’s businesses in a way I haven’t noticed in the past. Business owners seem more willing to cross promote with neighboring businesses or businesses with a natural tie-in.

I’ve talked to members who are sharing brochures and coupons with neighboring businesses, hosting joint events and co-branding marketing materials. It’s a great way to spread the word about these local businesses, help them develop new customers and foster a sense of community.

It certainly is good to get some other opinions from the world of retail. I hope that this continues and we continue to see growth. Maybe Rebecca will revisit us in a few months with an update.  

10 Tips for Revving Up Your Business for the New Year

Based on my conversation with Rebecca, here are some ideas to explore for implementation in your business in 2012.

1.      First, have an open mind. Start thinking, what are others doing that are bringing in customers? Are these good ideas for my business? Should I be joining with other retailers, sharing coupons and inviting them to share in events?

2.      Think community. Who do I know that I could “pair up with” and have an event? Is it a restaurant, caterer, jewelry store or the local candy maker?  What type of event could we hold? Can we swap coupons or give out gift cards advertising each other’s stores? How will “being green” help your community and are you doing your part?

3.      Think about what’s cutting into my customer’s spending. If food purchasing is taking a bite out of their budget how about giving grocery coupons or partnering with a grocery store? I remember when we were in business; food was always a good gift during the holiday season. We used to give out coupons of different values based on how much the customer spent. Giving away turkeys was always a big hit.

4.      Know your customer as well as you know yourself. Many retailers are afraid to ask for email addresses or if the customer is on Facebook, they feel like they’re being intrusive. How will you get know them better if you don’t find a way to keep in touch?

5.      Get involved with local activities and don’t forget Small Business Saturday.  It’s not too early to start thinking about next year, how you can market to your customers and what can you do better? Talk with other business on your block or in your neighborhood, how can you all join forces?

6.      Get moving with social media. If you’re doing social media explore how you can do it better and take advantage of new programs. Don’t forget Four Square and other programs which offer free gifts to customers. I have a friend how used Groupon and had so much success they were overwhelmed. They couldn’t believe the response.

7.      Develop your “small business hat.” Continue to talk about how shopping in small locally owned businesses and how it can help your community.

8.      Review your customer list from past years. Who are your good customers, who is giving you business and how can you keep in touch?

9.      If social media isn’t “your thing,” review the pros and cons. What are your objections, is it helping other businesses, how can you get your salespeople involved in getting your customers to “brag” about you on line. Talk with successful businesses and ask about their on line customers; what are customers talking about?

10.  Look at new ways to communicate with your customers. Are you using video regularly, are you reusing your television and radio commercials by linking them to your social media sites. Don’t forget that YouTube surpassed Yahoo for the first time in total U.S. search queries, making it the 2^nd largest search engine in the U.S. next to only its owner, Google.

Have a great New Year; maybe retail is really looking up!

Lisbeth Calandrino is a retail consultant and business coach. She can be reached through her web site or at redhotcustomerservice@nycap.rr.com.

Being successful is hard work and not everyone likes hard work. It might be safe to say that many people are lazy, they do just enough to get by. I remember when I finished high school I knew I had to go to college so I could get a good job. When I went to work I found out I needed a master’s degree so I could keep my job so I went back to college. I began to notice that education never stopped except after college I would have to be responsible for my education. To stay competitive in the job market I would have to continue to learn and grow. Sometimes I had to learn things that weren’t interesting but were important to my career survival. Not only hasn’t this changed but it’s changing every day or maybe every minute. In my travels I often hear business owners saying, “I’m glad I’ll be out of this business soon so I won’t have to do that social media thing.” Chances are once they get out of  business social media will still be chasing them, especially if they want to communicate with the rest of the world.

This coming Tuesday morning, 9AM, EST on my radio show, indysmallbiz.com I will be interviewing Tom Denham, owner of Careers in Transition. Tom is going to talk about what we can do to stay on top of our career. Check out my Facebook for the link to the show.  

Here are 8 things you can do right away:

1. Always be curious and interested in the world around you. It may be more exciting than you think. Dive into your life, get excited. Excitement is catching. People who are exciting are fun to be around and very motivating. Look out around you, what do you see, what’s out there waiting for you? Think about an event you’re going to attend in the future and get excited. What is going on in your life at this moment that can make you excited?

2.  Read articles that keep you current with changes in your industry. What you remember from the 90′s might not help you. Read articles from industry experts, join LinkedIn or check out Facebook. If you’re in the flooring industry join us on Fabulous Floors Magazine facebook page and join the discussions. If you want to give “red hot customer service” you have to know your products.

3. If training is offered to you, particularly for free, take it. Taking classes will help motivate you and improve your outlook on life. Look for training classes in your community, are there free classes you can take or some for very little money?

4. Take a college class and brush up on your writing skills or take any class that helps you to think. You know the old saying, learn it, teach it, do it. Or is the new expression,  Teach It, Tech It, Learn It, Lead It, by the way, this is a great blog. Whatever you learn, share it with everyone; if you can teach it you probably understand it. 

5. Be responsible for your own education and learning. This may mean investing your own money so you can stay in the game and remain employable. It’s a competitive world out there and the winners will be those who keep up on technology.

6. Question what you know and what’s new. What could you learn that would make you “more employable?” What are younger people studying in college, what skills do you need to master if you’re going to remain employable?

7. Whenever possible take a sales class even if you don’t sell professionally. We are all salespeople and always selling something including ourselves.

8. Listen and learn from others. Check out blogs that interest you and watch TV shows that do more than amuse. Check out YouTube for something you want to learn. I love YouTube you can learn everything from horseback riding to knitting.

I love this quote:

The difference between school and life? In school, you’re taught a lesson and then given a test. In life, you’re given a test that teaches you a lesson.
Tom Bodett

Lisbeth Calandrino is a motivational speaker and trainer. Check out her blog, Lizbizbuzz and join her on Facebook.

Through an interesting set of circumstances, I met up with Bryan Nunziato, personal trainer and owner of Synergy Fitness in Albany, New York. Bryan was a guest on my show, Red Hot Customer Service, which is aired live  on Talk 1300. I thought that I was in pretty good shape, having worked out at the YMCA in downtown Albany, New York for several years. Unfortunately last summer the YMCA closed. I  transferred my membership to a YMCA in East Greenbush, New York but it wasn’t the same even though I had the  same trainer. I had continued to train occasionally and compete in local 5 K races.

Okay so by accident I consider myself an athlete; in actuality of love running and spent plenty of time at the gym. I call myself “the gym rat” and would love to consider it my second home.

Their are lots of keys to staying in shape but it can get boring. Setting goals, losing weight, requires lots of time and commitment.But when you think about it, your body is what keeps you moving and in the game of life. I laughingly say that my goal is to be able to carry those 50 pounds bags of ,Feline Pine Kitty Litter up the stairs for the rest of my life.

Immediately I knew Bryan was different than my last trainer. Bryan talked with me about interval training; something which I had recently read about. Interval training is different but not new. The method is used to train high powered athletes and works both the aerobic and the anaerobic system. During the high intensity effort, the anaerobic system uses the energy stored in the muscles (glycogen) for short bursts of activity. Anaerobic metabolism works without oxygen,  it uses the stored glycogen as energy for the workout. The activity is for short duration but your body will know it has been “worked.” Trust me, you won’t be bored, it will be over before it starts and you will feel the changes in your body before you leave the gym. This combined with keeping a food diary can help you achieve your goals.

I have worked out with Bryan 3 times, tomorrow is my 4th. I will note my goals for you and you can watch my progress over my shoulder. Remember, exercise and health are just habits that you can decide to acquire.

In my book, having a personal trainer makes you a professional athlete. Like many of you I’ve lived my life as a professional, setting goals and being the best.

I have recently started reading The Everest Principle

Okay so the United States Post Office isn’t high on my list and is the butt of many jokes. In fact I wouldn’t be surprised if “going postal” hasn’t made it’s way to the dictionary by now. I hate to date myself but I remember waiting for my weekly letter from my college boyfriend when I was a junior in high school. I loved the mail man. In my town, Craryville, New York, the general store doubled as the Post Office and Sam Flaum ran both.  Sam was so nice I used to think he owned the Post Office!

I personally don’t know anyone with worse customer service. I rarely go there; and when I do I’m afraid to move around too much. I’m afraid they might think I’m a spy. I’m not sure I wrote about my incident with them; I left my brief case by the counter, turned around to go back and get it and there was a sign posted on the door, “closed emergency!” I immediately got on my phone and called the branch and was told someone had left a suspicious brief case and they were taking it to the bomb squad. At first I thought it was a “little joke” and then realized they were serious and I was the problem. To make this short, they wouldn’t give me back the brief case for a day (and I was off to New Orleans to train) and it cost me $80.00 to have my brief case shipped overnight when it was finally released.) One of the clerks called and apologized; she said she knew me and told them  I was a good customer and harmless. Of course they wouldn’t listen. She also suggested they send it out free–since they  could– but they refused.

You know the airlines seem to always get dumped on and yet last week on my way back from Chattanoga, TN, the US Air flight attendant  put her coat over me while I was sleeping. I had mentioned I was cold; wasn’t than nice?

So why can’t the US Post Office make it? My friend Dan Alcorn, “Retention Marketing” tells me they have been trying for years to get permission to “become a business” but the federal government won’t allow them to act like anything other than a government agency. What a frightening statement. Are all agencies like this and I just missed it? You can’t even look at the “Wanted” posters without having the clerk give you the once over.

I don’t know any other agency with worse manners or “entitlement behavior” than the United States Post Office. With their “don’t cross over lines” and their signs “I’m closed” just as someone steps to the counter. Frankly I think it’s more than the fact they’re a government agency or am I just blind. Are they all this difficult? I never go to the Post Office, I go to my friend who owns The UPS Store #3639 where he has tootsie rolls and does everything including estate packing.

Here are my suggestions:

Set some budgets  for each outpost and close the ones that can’t make their numbers. Or if they’re the town gathering place let them do fund raisers to stay in business. I came from a small town where the post office was the gathering place so I understand this problem. 

Add some other services, why not do faxing, binding, make copies and business cards. I know what you’re thinking, they’re the “Post Office.” These days you have to do what the customer wants, not what you want if you want to stay in business.

Act like you like your customers. As long as I’ve had an address I’ve never received a note from them thanking me for my business. I get a card from UPS Store 3639. It’s not like the post office doesn’t have my address. How about a birthday card?

Do something with the commerative stamps.  Did you know they sold 124 million of the 1993 Elvis stamps. I think this is the biggest waste of time. I love the stamps and used to collect them until it became a hassle. They could have contests, charge more for these stamps and let real people put their faces on the stamps. Wouldn’t there be a stampede if this was possible?What fun, having your face on a stamp. I’m into it. What better way to build your brand?

How about an invite to a “stamp collecting parties?” It’s not like they don’t have access to their customers.

Wouldn’t it be fun to have country western night at the Post Office? (Along with a commerative stamp of course and a big deal country and western star?) They could have inductions like the Rock and Roll Hall of Fame.

Why not hire Ron Johnson who came from Apple and was grabbed by JC Penny? By the way there’s a great interview with him in the December issue of the Harvard Business Review; Retail Isn’t Broken the Stores Are. Is online postage, UPS and FedEx killing them? I’m sure everyone is stealing marketshare and with good reason.

How about a contest? What would you do if you owned the post office? Really, what would you do if you had that data base? The first thing you would do would be thank your customers for all the wonderful years of service and then ask them what they would like you to do.

How about some customer service training? I would like to see the post office get “red hot,” be a fun place to go and provide lots of new services. I wouldn’t mind doing some training for them.

If the truth really is that the Post Office must act like a government agency and this is the problem,  our government sure needs fixing.

Lisbeth Calandrino is a sales/customer service trainer and has been for the last 20 years. Her book, Red Hot Cusomer Service provides great ideas and suggestions for using customer service to improve the bottom line of your business.

The last U.S. Census reports that small businesses with fewer than ten employees make up 78% of all employers. A recent survey of small-business owners, by SurePayroll Inc., found that poor hiring costs about $10,000 per hire. And according to a recent study by Leadership IQ, nearly half of all new hires (46%) fail within 18 months. That means every move of every employee counts. 

What do you need for your business? You need super stars. Simply enough it takes good people. Don’t think there are any good people out there? Wonder why all the bad ones are in your business? Could it be your lack of nterviewing skills?Interviewing is tough business and takes being prepared. We all know that hiring mistakes can kill your company. All the motivation, all the coaching, all the training, all the total quality management and all the reengineering in the world can’t make up for a hiring mistake. If you hire bad people you can’t overcome it or train your way out.

How does it happen and how can you overcome it? Here are a few ideas. Don’t go to the supermarket  when you’re hungry. Just like shopping for food on an empty stomach shopping for  employees when you’re desperate produces the same results–a sick  stomach and an empty wallet. Hiring a bad employee can empty your wallet as well as create problems for your business . Statistics show that a bad employee can cost upwards to  $40,000 or even more. If you’re desperate to hire you’re more likely to get a bad employee.

Here are some interviewing tips to help you hire the right  employees, by the way, this link is a video.

Know what you’re looking for and what will work for your business. If you’re not sure of the job description watch your employees and determine what’s right and what’s wrong with your team. What skills does your team need and what’s missing. Simply, be able to define the job.

Benchmark the job. Do you have someone who works for you with the qualities that you’re after? What does that person do well and list the qualities that  you want. Maybe your industry has statistics for job performance.

Don’t hire someone like yourself. This is one of the easiest and most deadly traps that interviewers face. When someone is like you rapport is built easily and it seems like a perfect match. Ask yourself, does my business need another employee like me? If the employee is like you, how will they do with customers who aren’t like themselves?

Meet with your critical staff and develop a check list for the hiring process. If more than one person will be interviewing, everyone should be clear on the criteria. As they interview they should check off the questions and see how closely the candidate fits the criteria. Liking a person doesn’t necessarily make a good candidate.

Be forever hiring. Interview people when you’re not hungry. Encourage applications on your web site even if you don’t  have an immediate need for an employee. Who knows, someone spectacular may come along, someone you don’t want to pass up.

Should you read the the resumes? If you ask someone to bring a resume ask for a skills resume rather than an experience resume. Hiring is too costly to hire someone just because they have experience,  hire those who have skills that will help you stretch their abilities and you need. What will references tell you, not much. By law the questions you can ask are so limited that it’s doubtful you will find any useful information. These are desperate times with many desperate people and mistakes are costly to you and your business. I know plenty of floor covering salespeople with plenty of experience; most of it is bad experience. Just because they have product knowledge doesn’t mean they’ll make a good salesperson. I would go for the one who can build rapport anytime.

I have been asked many time to provide  job references for people who didn’t work for me!

Hold a telephone interview before you meet with your potential employee. Does the candidate make a good impression on the telephone? How do they sound on the phone, who answered the phone when you called, was it someone who could deliver a message? I have had employees whose wives couldn’t deliver a message.

Read the cover letters, check the spelling and word usage. When in doubt hire the  person who can write and spell. Most likely they can also talk.

Throw in a wrench! Ask them a question to throw them off guard. “If you found that the customer over paid what would you do?” Sounds like an easy answer doesn’t it? Ask me sometime about the bookkeeper who suggested the owner keep the extra check when the customer had over paid.

Ask the candidate to give you a list of their skills; then ask them to demonstrate how  they demonstrated these skills. Three pages of job experience doesn’t mean the person can do the job the way you want it done.

BEST Instruments testing has great, inexpensive tests that you can administer at the interview. Tests on communication styles will give you insight into your candidate and their ability to get along with other team members.

You’ve probably heard this suggestion: hire slow and fire fast. Whenever possible have a “get to know you period,” evaluate and if it’s not right move on.

Lisbeth Calandrino is a business coach and trainer. For more information on using BEST Inventories give Lisbeth a call at 518-495-5380.