OSA Blog

As I continue my journey to gray and thinning hair, I value reading more and more. So when I read the editorial recommendations for Steve Dublinca’s new book, THE WAITER’S RANT, I immediately picked up a copy for my son’s girlfriend, who, throughout this summer has been a Hostess at a local upper-end; albeit dysfunctional restaurant. And I picked up an additional copy for Frenda and myself. I thought it would be a hoot and an enjoyable summer read.

 It was all that and much more. Seldom, if ever have I sat down with a book of 300 pages and devoured it in less than two days. For anyone who works in an organization, especially a small entrepreneurial one and especially those in sales or service related business, the book should be an essential. While it alternates as funny, cynical and even touching at times, it is a wonderful study of all of those elements that comprise organizational behavior and management of the small enterprise. Frankly I gained more from this ‘read’ than I did from any other business related or motivational title such as ‘Who Moved My Cheese.’ One Minute Manager,’ ‘Raving Fans’ or even the iconic ‘Good To Great,‘ and so on…. Those who manage and those who are managed, WAITER’S RANT offers lessons to be learned.

In many respects, sales organizations, like OSA, have common issues and situations. Extensive customer service requirements and interaction and a reliance on the quality of those who supply the product (i.e. the kitchen), the vendors represented. The book provides a study in organizational dynamics in the real world - the entrprenuer’s world.

I think you will enjoy it and walk away with insight that may not have been prevalent before.

Attending the Chicago Gift Show is just another way to save significant money, lessen stress, get work done and have a bit of fun in one of the great cities in the world. 

Orchard Street Associates made a study of the costs of flying, driving and using Amtrak service from various points around the Midwest. All the fares are with a termination in downtown Chicago, less than a mile from the Merchandise Mart. In addition all Amtrak fares are without discount that is available for all service; approximately 10% to 25% (for roundtrip or companion travel). 

Consider these additional expenses when driving: 

·         Potential tolls ·         Parking in city of Chicago – figure $30.00 or so per day (24 hour period) Consider these additional expenses when flying: 

·         Fuel surcharges added to ticket cost·         Transportation to city of Chicago from Airport·         Airport parking. Virtually all Amtrak stations provide free lighted parking lots. All Amtrak routes listed provide on board food and beverage service. 

 Few times in our Nation’s history have so many economic and political troubles converged at once. We find income for most Americans stagnant and disposable income shrinking, energy, healthcare and household spending is through the roof, credit is becoming more and more difficult to obtain, infrastructure deteriorating, real taxes (local, property, county, state, sales taxes, tolls, etc….) are rising while property value is falling at an alarming rate. Not to mention to Trillion dollars spent to date and another trillion or two to come on our wars in Iraq and much less on Afghantstan - in addition to the largest transfer in a Nation’s wealth in recorded history - energy dollars sent to regimes that are neither democratic or friends.

Over the past few days our Senators made the ‘agonizing’ and ‘groundbreaking’ decision to privatize their Senate dining facilities. Yup, you heard me. After two years of study and debate they made the decision to ‘contract’ out their numerous dining options to the same private contractor that runs the facilities for the House of Representatives, saving you and me, the taxpayers, some $2,000,000.00 annually (that is the estimate of the current year loss).

By the way, this was not a slam dunk decision, it barely passed and must still be voted upon and ratified by the House. The main area of concern; the current employees would lose their government benefits that include comprehensive and full health insurance coverage.

I am not a political operative, nor an ideologue; neither a Republican, Democrat or a Libertarian. Yet I have an idea to demonstrate to our elected officials the need to wake up and share the same concern of those who voted for them in the first place.

Send them all FIDDLES.

Not expensive fiddles, maybe a picture like this one will do:

  Just a reminder that while they fiddle with their petty fights and posturing….. The rest of us are waiting for leadership and solution…

JL

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We were selected by the State of Indiana for an audit that took place this week. A state auditor, a pleasant woman, came to our office early in the morning and went through two years of our financials for 10 hours. The result; the major infraction found was the ‘employment’ of my own children and a few of their friends for a total of 30 hours in a year to label the OSA Newsletter, WHAT’S NEW. According to the State of Indiana, these teenagers should have been hired as employees instead of contractors.

We will be fined. The amount with penalties are estimated to be around $200.00.

 I am a big advocate of maintain rules, regulations and paying my fair share. OSA is also a very small business with a few people wearing many different hats administering the business. Sound familiar? Like most of those we serve, small business is at a decided disadvantage. Few have the ability to employ accounting departments or human resources or marketing, etc…. When the phones go down, people are out sick or simply do not show up, when the computer system comes down with an ailment, usually the Grand Puba of any like-sized organization is deeply involved up to one of their more prominent extremities…..

For my part, when the findings are so insignificant, I would favor a system that provided for a ‘warning to cure’ and an education fee rather than a fine. Frankly I don;t care if the fee is as much or more as long as it provides for education for the over-burdened entrepreneur so they can gain from such a review.

So here is my suggestion; if the proposed penalties are below $500.00 for any year audited (in today’s dollars), then a warning is issued with suggestion and direction to cure any issues found in the audit procedure.

Sometimes a bit of help will be more profitable for all.

Jon Levin

The Encarta Dictionary defines Respect as a feeling or attitude of admiration and deference toward somebody or something. The same dictionary defines a Customer as a person or company that buys goods or services.

Respect is more than a word, it is a mindset; a way of doing business that in most cases has become a lost art. I don’t possess the appendages to count the number of times I have heard companies discuss their own customers in derogatory terms; business owners explaining away unhappy clientele in disrespectful terms. The polar opposite of admiration and deference as defined above.

The correlation of respect and customer came to mind over the past few weeks as it became increasingly obvious that what has worked in the past several decades is being changed by a challenging retail environment. No longer is the size alone of mass merchants and the so-called ‘big box’ retailers appealing to consumers. In order to part with their funds the customer is demanding more service and in turn, respect. Many studies over the years have confirmed human nature; the desire to be appreciated, to have the opportunity to be served by organizations that are appreciative, knowledgeable and deferential. Whether it is a purchase in a shop or a visit to a professional service provider, all of us desire to be treated respectfully.

Consequently, it follows that those merchants that incorporate respect as the cornerstone for their interaction with customers will fare better, especially in challenging times, than those that do not, all else being equal. Many of us remember the days when a ‘locally’ owned department store had the ability to delight. Today most of would agree that Macy’s or others are not held in the same esteem. Many are little more than nondescript warehouses for manufacturer’s products with little or no service and support and appear to employ sales clerks that by some magical capability can disappear when needed.

It is the great strength of the Independent Retailer to provide each of their customers with respect as it is with organizations such as Orchard Street Associates. The ability to respect one’s customers does not require computers or other technical wizardry. It does require an appropriate environment and a commitment. Respect requires training and attitude. Respect requires a consistent attitude of admiration and deference.   

Here are some thoughts on an action plan:

• List all vendors with sales exceeding 5% of sales volume and begin to have the sales representative for these vendors make presentations to the sales associates. The vendor sales rep can bring the donuts and begin an organized weekly training process throughout the year for the sales staff. Nothing says RESPECT like a bit of product knowledge!

•  Think about the development and implementation of a commission sales plan for the sales associates. The current economic environment will require all to seek to improve revenue and nothing has been found that is a better incentive than greater earnings based upon higher sales. A good commission program may also improve the quality of the staff in addition to customer service.

 There are many nuances and more ideas to come related to the issues surrounding RESPECT for the clientele we all serve.