Book Recommendation of the Week

Today's Book recommendation is........

Little Red Book of Selling by Jeffrey Gitomer


Related Article: Are You Committed To Be A Sales Crusader? by Jeffrey Gitomer

Interesting Fact of the week

Michael Jordan was cut from his high school basketball team his sophomore year.

Related Article: The Truth about Failure, by Laurie Hayes (HBB Source)

Clean Transitions in Family Business

Family owned businesses continue to be the backbone or our economy. They range from small businesses to large corporations, employing 60% of the population. Family owned businesses are one of the fastest growing sectors of the economy responsible for creating 78% all jobs in our country. Unfortunately, the odds are against a family owned business succeeding after a generational transition. Most often the next generation isn’t interested in carrying on. Sometimes, the new generation will make drastic changes in the business that the employees and or customers aren’t willing to accept. Other times the new generation just doesn’t possess the value system or business philosophy the previous generation had. Whatever the reason, statistically, only 33% of all businesses successfully make the transition to the second generation, and only 10% make it to the third.

Best Cleaners, has survived 2 generational transitions. Shawn McCann is the third generation to run the organization. In 1954 William J. McCann, Jr a WWII Veteran opened the first Best Cleaners in Middletown Connecticut. Today they have 11 locations.

Second Generation
The second generation brothers Bill & Tim were groomed to take over the business using their good sense and work ethic learned and grew the business in a grassroots fashion, heavily involved in the day to day operations. They led by being present. It was sink or swim. Later Bill bought out Brother Tim’s shares and ran the business with his wife Susan.

Third Generation
Growing up, Shawn didn’t work in the stores; he was usually given the task of painting or mowing the lawn. After he graduated from college, his parents Bill and Sue McCann encouraged him to work elsewhere to establish himself and learn what it meant to work under other management. When he finally joined the business, he initially spent his time learning every aspect of every job. He didn’t spend a long time at each position, just long enough to understand each position of the company. When Shawn finally joined the business, the staff was a bit nervous about the new management, but Shawn made himself visible enough to ease their concerns.

Shawn chose to carry on the tradition of Best Cleaners because he took pride in what the previous generations had accomplished. He educated himself and knew he had the skills to take the business into the next generation. Under Bill, Best Cleaners grew to 10 locations, offering same day service, and home delivery to its customers. Best Cleaners was also the first in Connecticut to provide GreenEarth (environmentally friendly cleaning system). Since Shawn has come into the business, they have added a new location and created more efficient processes. Keeping current, reading Trade Publications and networking with Trade group members has allowed him to stay ahead of the curve. Everyone always remembers the first in the industry.

Successes and Challenges
Best Cleaners greatest success has been its ability to secure jobs for their 140 employees some have been with the company for 25 years. Employees are given the tools to create an experience for our customers. “Customers are guaranteed a quality product; otherwise the garment is replaced at full value. Fortunately, this doesn’t happen very often, but nothing is perfect. This guarantee gives our employees the tools to make the customer happy, and concentrate on quality.”


On the other hand, their greatest challenges have been keeping their fixed costs low. They are constantly striving to bring in more efficient technologies to save on their fixed costs. Another challenge is the cost of cleaning vs. buying new. Innovation, convenience and customer service keeps the customers coming back. Home delivery, express service (in by 11:00, out by 4:00), and converting to an environmentally safe solvent (GreenEarth) are some of the reasons customers choose Best Cleaners.

Best Cleaners is staying in the game and part of the 10% that survives the 3rd generational transition. Give the next generation the experiences, knowledge, and make them part of the culture before promoting them to CEO. When the next generation is groomed in this fashion the odds of success increase.

Family Owned Grocery Chain with Big Ideas and Values

December 22, 2007, I am doing some last minute Christmas shopping. I run into Highland Park Market for Jones Soda, to give as a special treat for the children. The store is bustling with patrons preparing for the upcoming holiday. Once inside I cannot find what I am looking for. I stop to ask a busy clerk for help. She stops what she is doing, smiles, looks me in the eye and proceeds to show me where to find Jones Soda. She pointed me in the right direction, but it wasn’t exactly what I had in mind. I ask the busy young man at the pizza counter. He also stopped what he was doing to assist me. I arrive at the register to find more friendly faces, since the soda only came in singles the clerk ran to find a box with dividers so I wouldn’t break any bottles. As I attempt to leave I am stopped by another clerk who informs me that it is slippery outside and he would help me to the car. All that service for $11.10 sale.

I was so impressed by my experience I phoned Tim Devanney to compliment him. Tim, who has spent his life working with his family, invited me in to tell me their story.

History
Since 1953, the Devanney family has owned and operated Highland Park Market. In 1953, people patronized their neighborhood stores. However, a lot has changed since 1953. One of those changes is the big box grocery store and shopping clubs.

How does a small grocery chain stay competitive in today’s market? The answer is quite simple; “give them what they want”, high quality, good customer service, and convenience.

Quality
Customers that shop at Highland Park Market are not shopping for the best price. They are shopping for their high quality meats, fish, and produce. They are committed to being the “Rolls Royce” of grocery stores, and are putting their money where their mouth is. Tim and his staff don’t take the vendor’s word for it. All the fish, meats, for their award winning deli, butcher shop and fish department are tasted and tested. The Devanney family doesn’t skimp on staff either. There are 2 chefs in the deli and pastry chefs in the bakery.

Customer Service
Earlier, I mentioned the level of service I received as a patron. As a business owner I understand that the attitude of the employees typically reflects the leadership in an organization. Each employee receives a 4 hour orientation where they learn how to work with the customers, gain product knowledge and enjoy a sampling of the product. All this enables them to best serve the customers. The training doesn’t stop there. Periodically employees are brought back for refresher courses. For employees who are looking to make a career at Highland Park Market, they can take advantage of the Food Service Certificate program at Manchester Community College. Tim serves as a board member for The Connecticut Food Association; he was a co-chair on the committee that developed the Food Store Certificate Program with Manchester Community College. Highland Park Market is one of many grocery stores to offer this program to their employees.

Convenience
Busy times call for busy schedules. Highland Park Market prides itself on providing a convenient shopping environment. After surveying customers, they changed the layout of their stores to suit their needs. Home Meals to go are located in the front of the store for a speedy checkout. Produce is in the back “No more crushed tomatoes”. They took a chance and went against the industry standards, but the customers acknowledge and appreciate the effort.

In a world where quality has been replaced with buy one get one free and special tokens, and customer service has been replaced with little to no service, consumers have become skeptical. It is comforting to know that quality and customer service still exist. Thank you Highland Park for maintaining those values.

Michael Keiser Managing Member American Mobile Scan

Michael joined the Army after High School to pursue a career as a helicopter pilot. During his training he got injured and couldn't continue. He then pursued a career as an X-Ray Technician. Disillusioned when the job became mundane, he sought out something that offered him satisfaction.

In 1997 Michael and 2 doctors began American Mobile Scan. A mobile imaging company that provided Bone Density Testing to post and perimenopausal women.

Why Michael Started American Mobile Scan

Michael developed a desire to be in business for himself, and thought the concept had the potential to become a profitable business. He had a background in medical imaging, and wanted to create something that hadn't existed before.

Did the business give you joy?

"I knew that the success or failure of the buisness was dependent on my efforts, and the team I created. The everyday challenges had their ups and downs, but there was a lot of fulfillment in the relationships that were created with clients and colleagues. The money was a great reward as well."

Business Education

Michael started this venture without any formal business training. He learnt from his failures, business books, and other entrepreneurs.

Being in Business day to day

There were many aspects of the business that Michael enjoyed, but there were also things about the business that he didn't. Due to Michael's extroverted personality he was natually successful at sales and marketing. However, the business owner soon finds out that once you hang out your shingle you suddenly become a man/woman of many talents, (whether you posses them or not). The administrative details were the aspect of the business he disliked.

Success & Failure

Michael's greatest success with American Mobile Scan was taking the company from $0.00 to $1.5 million. Unfortunately, his greatest failure was the choice of his 2 business partners who became more of a hindrance, than a help. This resulted in stunting the growth of the business, which led to it's dissolution.

Advice to other Business Owners

"Gut it out everyday, don't think it's going to be easy. Be willing to fight the fight even when you don't want to. Partners are for dancing, but if you choose to take on business partners, make sure you choose carefully, and have a comprehensive operating agreement."

Turning A Concept that gives you joy into a Business

An Entrepreneur is someone with the courage and passion to take a concept that gives them joy into a business, and is willing to do whatever it takes to achieve their desired outcomes.

A Concept that Gives you joy

In my case this wasn't why I became an entrepreneur. My husband and I owned a medical imaging company. If you remember from one of my past entries How I Became an Entrepreneur I mention my passions were to become wife/mother/and teacher. I didn't get involved in the business because I cared about the business, I did it because my rose colored glasses had just gotten a shot of windex sprayed on them, and I wasn't going to be caught with my pants down if something happened to Michael.

Director of Operations

Director of operations was my title. Yes, I loved the business, but I loved it for the wrong reasons.

1. The business made my husband happy


2. It provided our family with more income than we had ever made


3. I could buy more things, go more places


4. I felt a freedom I hadn't ever experienced in the past
   

My husband Michael on the other hand was living the dream. He had taken a concept that gave him joy and turned it into a profitable business.