Making Suggestions

Have you ever been in a restaurant and had an idea how they could conduct their business better? What did you do about it? Did you discuss it with your table mates? Or did you keep your thoughts to yourself? Maybe you know the waitress pretty well and mentioned something to her? Or him?

What about your dry cleaners? Do you have a compliment you wish to pay them for their work, their prices?  Their timeliness of service? How about referring their services to local hotels for their guests? Have you ever done anything like this?

What about a service station or auto repair shop? Are you always pleased with their service, their promised time of completion, their pricing? Have you asked about their challenges in remaining in business? Have you expressed your hope they remain around for many more years because you want to rely on their help for years to come? Or if have a complaint and a suggestion as to how to improve the business, do you share it? Or do you quietly leave it alone and find another service provider?

Living in the same towns for over 43 years I have become well acquainted with shop keepers and local businesses. Mostly we are on a first name basis. When one retires and leaves public service, we have an appreciation event and hugs all around. That makes our town special, I think. Perhaps this is also your experience?

I spent over 30 years consulting with business firms. Large and small. I got good at sizing up an organization’s persona as it appears to the public. I also quickly spotted service snags that could tear a business down to little pieces. If I didn't know the personnel or firm’s management team, I often said nothing. Unless I was pissed! Then I would say something, not always in the best manner, unfortunately. But it is amazing to me how disengaged businesses are in serving their customers. They take a lot for granted: that the customers will continue to return over and over again; that through good business cycles and bad, enough business will be present to sustain the firm, and that what they do, or the product they provide is the best. At times they even appear to be doing the customer a favor by serving them!

My experience tells me never to take anything for granted. Life is not on automatic pilot. Is it no wonder that most small eating establishments fail after 2 years? Most after 3? Many do not survive their first years of operation but that is usually due to poor capitalization of start up costs and early operations.

No, most businesses fail because they have failed their customer base without ever knowing it. It is a fact of life. It is an ugly fact that most business people do not want to hear or know about. But their deafness is fatal.

I wanted a family restaurant to open in my town. I talked to entrepreneurs who might be able to handle this project. For years the answer was no. Then one intrepid fellow did open an eatery serving just breakfasts and lunches. This kept his personnel costs under control with just one shift of wait staff and kitchen crew. He was open seven days a week. His operation became a staple for the community. It was where most of us visited to meet, eat and greet fellow residents.

Through the years I made a lot of suggestions to John on how to improve his business. He listened politely and did what he felt comfortable with doing. Not all of my suggestions were implemented; after all I am not a restaurateur. But always John listened to me. You know why? Because he knew I cared about his success and sustainability for the good of the community. I returned often to eat at his establishment. He trusted my motives and intent. And he did succeed. He finally retired and we gave him a wonderful sendoff. We also welcomed the new owner and built a trusting relationship. Hopefully she will be around to serve the community for many years. That’s good for her, and for us.

It is easy to complain. It is even easier to be a grump! How about trying to be helpful and friendly to the local businesses. We need them.  They need us. They are taking huge risks to be in business. We have little at stake in the transactions. But for them it is life and death.  Help them succeed. Help them survive for the long haul.

Engage them and get to know them. Don’t forget to let them know how you feel about them and their business. A suggestion rightly timed is a nugget of gold. May yours be heard when needed.

July 30, 2014