Editorial Blog

Stop the Economic Hyperpole! Please!

2010-10-12T18:58:38Z

When I picked up my copy of The Toronto Star last Monday (Oct. 4), I was greeted with the blaring headline "Economic boom times are over, says Flaherty." In the article, it was reported that Federal Finance Minister Jim Flaherty was saying that growth had slowed down from earlier this year and that recovering from the Recession would be a slow process. I don't take exception to any of that. However, I do take exception to the language used in the headline. I would like journalists and politicians to stop talking about the economy and its ups and downs in hyperbolic language. The first half of 2010 saw solid gains in terms of recovering from the Recession. Most people know these gains were the results of stimulus programs put in place by the government. It was not an "economic boom." Similarly, the Recession did not just "end" one day as was so often declared early this year. Grandiose statements and dire predictions about the economy get politicians quoted in the media and help sell newspapers and drive viewers to news programs. Dull as it sounds, what we need are people talking about the economy in plain, simple, truthful language--reasoned commentary that doesn't fill average Joes and Jills with false expectations or crushing fears. I think that Monday's headline should have been "Economic growth slows as expected"--calm, cool and correct.

Customer Service - It's the Small Things That Matter

2010-10-04T14:47:42Z

Here's the Johnny the Bagger video I wrote about on page 12 of the September/October 2010 issue of Gifts and Tablewares. It's proof that small things can lead to great customer loyalty. Happy Thanksgiving!

Have you had the customer service talk with your staff?

2010-09-27T20:34:11Z

Last month Rick Segel posted a blog entry called "Customer Service: Isn't it the Little Things That Matter?" In it, he explains how the manner in which a customer is treated trumps his or her service expectations. It is the "human part" of a business transaction, Segel writes, "that creates delighted customers, raving fans, and the coveted word of mouth advertising we all seek." Segel is a former retailer, well-known speaker on retail matters, and the author of several books on the subject. He's a guy who's been-there-done-that and knows how it should be done. It's his belief that "service is selling and selling is service." But he points out that "it's difficult for any of us to buy from someone we don't like or respect'; that it's essential to make your customers feel important. Customer service is also the topic of my editorial in the current issue of Gifts and Tablewares, which went live on our website this afternoon and should be landing in your mail boxes shortly. In it, I list the four small things I would like to experience in stores this coming holiday season. They aren't big things but collectively they would make me feel good about spending my money. There's no doubt that customer service is important year round but it takes on heightened significance during the holidays when too often poorly-trained seasonal staff collide with stressed out shoppers. So now is the time to sit down with your salespeople and have the customer service talk. Explain why it is essential to your business' success, and outline how you expect customer service to be delivered in your store. It'll make for a happier holiday season for all.

Is Your Marketing Plan All It Should Be?

2010-09-20T20:20:04Z

There was an email from marketing and technology coach John Jantsch in my inbox this morning. Jantsch is the author of Duct Tape Marketing and Marketing Plan Pro powered by Duct Tape Marketing. The email he sent linked to his enewsletter, his blog, and notably, a PDF of "7 Steps to Small Business Marketing Success," which is an overview of his marketing system. While not tailored specifically for retailers, Jantsch's seven steps to marketing success can be applied to any type of small business, and are worth reviewing as our industry enters the all important Fourth Quarter. The seven steps are:

1. Narrow Your Focus - Don't try to be all things to all people, he writes.

2. Find and Communicate a Core Difference. His advice includes asking customers specifically why they buy from you, how they found you, what makes them stay with you, and why they refer business to you. Their answers, he says, will tell you how your business is really different and unique.

3. Package Your Business - "People really can relate and attach themselves and be more memorable if they can connect to an image," he explains. Create images for your store new, service features, etc.

4. Create Marketing Materials that Educate - Jantsch recommends developing a "marketing kit." This is, he says, a series of documents and promotional materials that can be personalized easily. "...you don't go down to the print shop and print 10,000 people you want to send it to that day." Number one on his list of promotional materials to create is a full-page piece called "The Difference."

5. Establish Your Lead Generation Trio - Build a marketing plan with three components: 1. Advertising, 2. A referral system, and 3. Public Relations. Business, he asserts, need all three of these elements in their marketing plans if they plan to succeed.

6. Harness Technology - Web sites, e-zines, blogs, social media -- these are all tools small businesses can--and should--incorporate into their marketing plans.

7. Live By A Calendar - "Unfortunately, marketing, which is an extremely important aspect of the survival of a business, is very easy to shove aside by the shipping it, making it, fixing it, that you end up having to do," writes Jantsch. He says to get a big calendar and map out what marketing you're going to do and when you're going to do it. "Carve out a portion of every day, if that's what it takes, and make an appointment to do marketing."

None of this is new, but like most common sense advice, it bears repeating again and again. Maybe now is a good time to review your marketing plan for November and December and into 2011.

Hitting the “Retail Trifecta”

2010-09-07T16:28:45Z

Kevin Moore, the CEO of Crossmark Australia Pty. Limited, outlined “the three key elements to providing shoppers with not just a good, but a great shopping experience” in a recent blog post for www.smartcompany.com.au. Moore’s “retail trifecta” is comprised of a great POS/back office system; outstanding store design; and “genuine service from passionate and knowledgeable store staff.” Here’s some of what he had to say:

Point of Sale/Back Office Systems: “The unsung hero in retailing” and “the backbone of a retailer’s operations,” writes Moore, the POS system provides “readily accessible information” to help with purchasing and recommending other items. “It ensures things are in the store at the right price when we want them.”

Outstanding Store Design: This is, says Moore, “design that attracts us [the consumer] to enter, holds us captive… and allows us to feel comfortable and confident enough to spend.” All of the great markets have it, he writes, from Covent Garden in London to the Grand Bazaar in Istanbul.

Genuine service from passionate and knowledgeable store staff: This one “pays out like a trifecta when retailers align all three,” he says.

Moore cites OPSM Eye Hub—locations throughout Australia--as a retailer that has hit this trifecta. A quick tour of the “bespoke eye care retailer’s” site proves his point. Here are just a few things the store offers to its customers:

1. A concierge, who greets customers at the door and guides them through the experience.

2. Playback Mirrors: These mirrors solve the problem of customers not being able to see what they look like in different frames. It takes a photo of the customer in the frames they are trying and plays it back to them, so they can put on their old glasses and really see what the new frames look like on them.

3. A variety of Simulator Zones that re-create real world conditions such as a wind tunnel for cyclists and a glare simulator for skiers.

4. An Onsite Lab where customers are invited to watch as their lenses are cut and placed into their brand new frames.

5. Kids Zone – a dedicated section of the store where children can learn about eyes, eye care and select frames from “the largest kids’ range in Australia.”

The blog post and OPSM Eye Hub site are both worth a visit. I was also curious about Crossmark and Moore. A Google search revealed that Crossmark is a 105-year-old company that is headquartered in Texas and has several branches around the world (Moore is the CEO of the Australian arm of the company). It specializes in helping consumer goods manufacturers and retailers with sales and marketing growth. In addition, I came across a BNet Australia video interview with Kevin Moore. He talks about getting the right product into the right retail environment. Here’s the link if you’re interested: http://www.bnet.com/videos/kevin-moore-crossmark/338431. One last thing before I sign off for this week, I’m looking for stores who think they’ve hit the retail trifecta. Send me an email if you think your business scores high on Moore’s three keys to retail success.

Tendence Lesson: Isn’t it time Canadian gift shows got a breath of fresh air?

2010-08-30T12:42:38Z

Evaluating trade shows is a subjective matter. However, it’s fair to say that Messe Frankfurt, the organizers of the Ambiente and Tendence consumer goods shows, is miles ahead of Canadian show organizers in developing and promoting a new generation of designers—and by extension a next generation of exhibitors. Every time I visit the Messe Frankfurt fairs, as I did this past weekend, I am impressed by Messe Frankfurt’s dedication to design and to the Talents programme, which provides young designers with an entrée into the industry. For the benefit of those who haven’t had the opportunity to visit either Ambiente or Tendence, the Talents sections—there is one in the Loft division and another in Carat (jewellery)—are exhibit spaces given to young designers by the show. Nicolette Naumann, Tendence’s vice-president, explains that giving the space to young designers serves two purposes: It offers the selected designers an opportunity to present their products (prototypes, concepts, etc.) to the industry and make useful contacts. At the same time, she says, “the ‘Talents’ provide a breath of fresh air and [show] new approaches to products.” I have asked why we don’t have similar exhibitions at trade shows in Canada. The answer has centered on the fact that while such exhibits are interesting and add “curb appeal” to a show, they are largely of interest to the press, not to buyers. That’s no doubt true. But, really, what would be so wrong with giving some kids the opportunity to show their products? What would be wrong with maybe attracting more young people to our decidedly middle-aged industry? What would be wrong with Canadian gift shows getting a breath of fresh air?

Does your store have room for a “pop-up” shop?

2010-08-23T18:41:45Z

Last week, an article in the Vancouver Sun told the story of a retailer who “is taking the pop-up store phenomenon to a whole new level, offering brands the exclusive use of a Gastown storefront for six-month stints.”

In the article, reporter Karen Gram explained that Eric Dickstein, co-founder of Times Profile Shop, would allow a “brand to showcase its entire collection in the way the brands have envisioned it” for six months. At the end of that time, the shop would be refurbished to the next brand’s specifications and it would move in for six months. According to Dickstein, the format maintains the excitement of a pop up but isn’t as temporary or limiting. Montreal’s Naked and Famous Denim is the first occupant of the store, which opened last week.

Reading the article, I wondered if it would be possible and beneficial for small store owners to offer parts of their stores on a temporary basis to a local artisan or brand, thus creating “pop-up shops” within their own businesses. It just might be one way to keep the retail experience fresh and interesting for consumers. What do you think? Would you have a pop-up shop in your store?

Out of the Dragon's Den and into the Gift Show

2010-08-16T20:09:40Z

Last week when I was walking the CGTA's Toronto Gift Show, I came across a little company in Hall 5 at the International Centre selling something called the Pook Toque™. Created by friends Tony Pook and Kevin McCotter, the toque and the company's other products are made from traditional Canadian hockey socks lined with soft, warm fleece. I have to admit that I was immediately taken with all things Pook. I loved the energy of the young man in the booth giving the hilarious demonstration of the many ways the Pook toque could be worn. I loved the fact that it was a product line made from an iconic Canadian sock. I thought the toque and all the other products were great. However, it turns out that the big wheels on the CBC's Dragon's Den didn't. Check out this YouTube video of Pook and McCotter's appearance on the show in search of a $250,000 cash injection for the company. Well, I'm not a financial wizard and I don't know that much about company valuations, but I do know when I like a product. And I like Pook. In addition to the Pook Toque™, the company offers the Pook Loop™ (scarf with built-in pockets), Pook Boots™ (fleece lined socks); Pook Toque II™ (a compact, sleek version of the original); Pookie Toquie™ (a Pook Toque for baby); and Hockey Sockey™, Pook Toques in NHL team colours. I think that the panel on the Dragon's Den forgot to consider the role that emotions play in purchase decisions. The products are not only funny but fun. They're also evocative of winter and youth. I looked at those hats and was reminded of the smell and sight of those exact socks drying on the heat vent in the hall after a long afternoon of sledding many, many years ago. With that thought, I wanted to buy one. And isn't that what it's all about? For more information on Pook products visit www.pook.ca or join the Pook Toque Group on Facebook.

It’s Show Time! Are you ready?

2010-07-29T15:18:17Z

On August 8th, the Canadian gift show season kicks off in Toronto with the CGTA Fall Gift Show and Mode Accessories. After that, suppliers and manufacturers will travel the country, landing in Edmonton for the Alberta Fall Gift Show and By Hand Alberta (Aug. 15-18), then moving on to Quebec for the Montreal Gift Show (Aug.22-25), to Halifax for the Maritime Gift Show (Sept. 11-13), and perhaps to Vancouver for Smart Shows’ new Gift Expo scheduled for September 19-20. It’s show time in Canada. Exhibitors and show organizers are ready. Are you?

To help you plan your buying, www.gifts-and-tablewares.com is featuring online product showcases that are definitely worth checking out before you head out to the shows. They are:

G&T EXTRA: What’s New?! Fall 2010 Part II is a review of some of the great products being offered at the shows, complete with company names, booth numbers, shows and web sites.

G&T FEATURES, located on the top right hand side of the site, includes a Supplier Spotlight slideshow of new products from Ganz; The Chef’s Kitchen slideshow from HWI Anglo Canadian; and for inspiration, a slideshow of products offered at the International Contemporary Furniture Fair, North America’s leading contemporary design show.

G&T’s PRODUCT GALLERY features new products from leading suppliers with a convenient “Request More Information” button.

And, in case you’ve misplaced your issue of Gifts and Tablewares, you can thumb through a digital edition of the magazine at www.gifts-and-tablewares.com.

As always, I’ll be reporting daily from the CGTA Gift Show on new product finds and trends, and sending the information out on G&T’s Daily News scroll and via Twitter (@GiftsnTableware). If you have any questions or comments be sure to stop by the G&T booth at the International Centre (booth #2789) or the Toronto Congress Centre (booth #9722) at the CGTA Show as well as at the Alberta Gift Show (Foyer, Edmonton Expo Centre). You can have a chat, pick up a copy of our special show supplement, "Best Buys," and renew your subscription (65% off!).

Have a great time shopping the shows and a successful Fourth Quarter!

Iconic Made in Canada Products….Any Suggestions?

2010-07-26T19:07:44Z

Last week a tweet from @TuijaSeipell led me to an article-slideshow on CBS MoneyWatch.com titled “Made in USA: 10 Great Products Still Made Here.” In it, Bob Trebilcock pointed out that the US is “still the world’s largest manufacturing economy, producing $1.6 trillion of goods each year, or 21 percent of global production.” A total that is, he writes, “nearly as much as Japan (13 percent) and China (12 percent) combined.”

To emphasize his point, he listed 10 companies that have always made their “best-in-class products” in the U.S. They are: Weber Grills, Tesla Motor Roadsters, Herman Miller Chairs, L.L. Bean Maine Hunting Shoes, Homer Laughlin China’s Fiestaware, Harley-Davidson Motorcycles, Viking Ranges, Allen Edmonds Shoes, Mortara Instrument ECG Machines, and Tibor Fly-Fishing Reels.

This got me wondering about what Canadian-made products might make a similar list. Canada’s manufacturing sales in 2009 were $494,161, 000,000. Less than a third of what the US produces but still enough to provide a substantial number of products to choose from. Or, so I thought.

The first iconic product that came to mind was the Hudson Bay Company’s Point Blanket. However, a visit to that company’s site revealed a disturbing truth: The blanket is made in England. Always has been. I also had to rule out Roots products because I couldn’t determine which items in their broad offering are made in Canada. However, I did come up with these three companies:

1. Kodiak Boots – The preferred footwear of tradespeople, teenage boys and iconic hosers Bob and Doug McKenzie, these boots are still proudly made in Canada.

2. Laura Secord Chocolates – Having been brought back to Canada by two Quebec businessmen, this chocolate manufacturer has been providing Canadians with taste treats for 97 years.

3. Dare Cookies - This Canadian manufacturer sells its cookies and other products worldwide. It is also the official cookie supplier of the Girl Guides of Canada. My choice for iconic product: Ultimate Maple Cookies, made with real maple syrup.

Three products—that’s all I came up with. I know there are more out there. Any suggestions?

What's Your Store's Super Customer Saying?

2010-07-12T20:09:57Z

Have you been listening to your business' "super consumers"? In a Harvard Business Review blog titled "Tap Into Your Super Consumers," Eddie Yoon, a principal with The Cambridge Group, explained that businesses that act "on the insights from those consumers who spend disproportionate time and energy in the [product] category uncovers insights and innovations that encourage trade-up behaviors across other segments as well." As an example, Yoon cites the case of a refrigerated meat manufacturer that grew its brand 40 percent in three years when it finally understood who its super consumers were--teenaged boys not backyard grillers as originally thought--and why these consumers loved the company's all-beef hot dogs. This new understanding led the company to focus its portfolio and change the emphasis of its advertising and marketing. These changes impacted across all demographic segments. And not only did the company sell more hot dogs, it got a premium price for its products and saw trade-up behaviour. The lesson for retailers? Get a handle on the motivations, likes and dislikes of your store's core customers and use them to refocus your marketing and merchandise mixes. Definitely a worthwhile endeavour before you head out to the shows.

Are you showing your customers that you care?

2010-06-14T02:16:31Z

Friday’s collection of Harvard Business Review blogs included a post by John Sviokla titled “Three Tips for Curating Your Audience.” In it Sviokla explains that “curation is the process of overseeing the preservation and use of something precious.” For a business, this “something precious” is its “audience,” which is comprised of past, present and future customers. Curation, he writes, is about caring. The million dollar question: Are you showing your customers that you care? Sviokla writes that when he taught marketing, he would say “Your brand is nothing more than the sum total of memory traces which everyone who has touched your company have in their heads—good or bad.” A curator, he explains, “thinks about how precious those memory traces are and how important it is to be prepared to create new positive memories.” To do this, he says, firms “must at least do” these three things: 1. Have full information about all the interactions a customer has had with your firm. 2. Be ready to do business anytime, anywhere and any way. 3. Treat their audience like it is precious. This brings me to the garage I take my car to for maintenance and repairs. It’s a family-run business recommended to me by a colleague who was the editor of a service station management magazine. The garage had won an award from the magazine for its excellent relationships with customers and suppliers so I decided to give it a try. That was eight years ago. This garage is not the cheapest place in the area to get my car fixed. In fact, there’s a Canadian Tire just as close. However, I continue to bring my car there because over the years they’ve proven to be honest and caring. They also never miss a customer service—and consequently, marketing—opportunity. To begin with, they see keeping my car running safely and well as their responsibility. Routine oil change appointments are booked ahead of time and they call two to three days ahead of the arranged date to confirm that it’s still convenient for you and that you’ll be coming. At the end of an appointment, the service manager reviews what you need to have done to your car at the next appointment. They have always had a loyalty program but this year they changed it from earning one free oil change in ten to accumulating a cash credit that can be used on any service or product. They now also offer their customers complimentary roadside assistance (through a supplier). This comes complete with a 1-800 number to call, free towing, etc. In addition, they offer complimentary use of loaner vehicles; rides to and from home if needed; and a clean, pleasant waiting room. They also wash and vacuum the inside of your car before returning it to you. All these things add up to a memorable, positive customer service experience. But as someone who studies and writes about marketing, I also like the fact that they quietly and efficiently take advantage of any marketing opportunity that presents itself to them. I had my car in for maintenance work and an oil change last Thursday. On Saturday, I opened the trunk to put my groceries in after shopping and found my beaten up, Subaru-branded license plate frame/cover. I looked down and saw that it had been replaced with a shiny, new one with the name of the garage on it. I had to smile—positive memory trace created. The car looked better and it’s good advertising for them. I have to admit that there are days when I think I should be looking for a less expensive garage. But then I take my car in, they take good care of it and me, and price isn't that important any more. And, that's why caring for your customers is good business.

Zappos.com follows the Golden Rule. Do you?

2010-06-06T17:21:10Z

Zappos.com CEO Tony Hsieh’s first book, Delivering Happiness: A Path to Profits, Passion, and Purpose, hits bookstores today.

For those who don’t know, Zappos.com is a mega-successful online shoe retailer. It’s also been named to Forbes list of top companies to work for. If you had the chance to watch CBS’s Sunday Morning yesterday, you would have learned from employees what makes Zappos.com a great place to work. If you read the excerpt from the book that appeared in Hsieh’s Harvard Business Review (HBR) post on Saturday you would have learned how Zappos.com has built extraordinary relationships with its vendors.

In the blog post, Hsieh describes how Zappos.com built these relationships using the Golden Rule - treat others as you would like to be treated. Having decided not to view vendors as adversaries, the company opened up its tracking system so suppliers could monitor what shoes were selling and make suggestions about new products. They are also treated well when they visit Zappos headquarters. The net result is better business and profits—for everyone.

Similarly, the employees interviewed for the Sunday Morning piece were uniformly enthusiastic about the company. One thing became clear as I watched: The Zappos employees felt valued and were engaged in their work and with the company. This engagement leads to great customer service, which in turn leads to happy customers and more sales and profits.

In following the Golden Rule, Hsieh and his team at Zappos.com have created a business model built on respect and engagement rather than top-down compliance. I’m sure Hsieh has more insights into successful retailing so I’ll be stopping at the bookstore on my way home from work. Passion, profits and purpose—who wouldn’t want to read more?

Multitasking -- Just Say No!

2010-05-25T21:23:08Z

I've been multitasking all day and haven't gotten a thing done. For a long time I've suspected that multitasking, while much lauded, isn't good for a person's health or career. But now, thanks to Harvard Business Review blogger Peter Bregman, I have proof. In his most recent entry, Bregman looks at "How (and Why) to Stop Multitasking." Here are some of the facts he cites: 1. "A study showed that people distracted by incoming email and phone calls saw a 10-point fall in their IQs. 2. When we do several things at once "our productivity goes down by as much as 40 percent." 3. "Research shows that heavy multitaskers are less competent at doing several things at once than light multitaskers." What will happen if you give up multitasking? Bregman conducted an experiment in which he gave up multitasking for one week. This actions resulted in: 1. Less stress. He found it "delightful." 2. Significant progress on challenging projects. 3. A loss of patience for things that he felt were not a good use of his time. 4. Tremendous patience for things he felt were useful and enjoyable. 5. "There was no downside. I lost nothing by not multitasking. No projects were left unfinished. No one became frustrated with me for not answering a call or failing to return an email the second I received it." Tomorrow, I'm going to try a day without multitasking. Maybe I'll get something done.

Open 365 Days a Year: Progress or Problem?

2010-05-10T19:56:50Z

This month Toronto's city council is set to vote on a proposal that would allow all stores to be open, 365 days a year. I'm not sure whether this is a sign of progress or a problem.

The Toronto Star has taken the progress position on the proposal. In an April 19th, 2010 editorial titled "Holiday shopping ban is outdated," the newspaper offers four arguments:

1. Relgious holidays with Christian roots are not relevant to an increasing number of the city's citizens. "Toronto has evolved… In 1961, just 9 per cent of greater Toronto's population was non-Christian. By 2001, that figure had increased almost fourfold to 34 per cent. The next census, in 2011, will undoubtedly show it is higher still."

2. The rules aren't fair. "The current holiday shopping rules are freighted with exemptions and special designations, allowing many retailers to remain open while others are required to close…Retailers not eligible for such exemptions suffer an inequity." In addition, it says that "the Toronto Association of Business Improvement Areas, representing more than 27,000 business and property owners, is pushing hard for open retailing on holidays."

3. The existing rules aren't enforced. "No charges for a violation of the holiday shopping ban have been laid in Toronto for at least three years."

4. Store owners can choose whether they want to be open. And, employees can choose whether they want to work. "…employees…are protected under the Employment Standards Act, which gives them the right to refuse work, without repercussion, on statutory holidays."

This stand was refuted by The Globe and Mail's Marcus Gee. In a column that appeared in the April 27th, 2010 issue of the paper, Gee asserted that commerce, not secular and multicultural pressures, is the real reason for the proposed changes to the rules. He writes: "Of the nine Ontario public holidays, only Thanksgiving Day, Christmas Day, Good Friday and Easter Sunday have obvious Christian roots. The other five -- New Year's Day, Victoria Day, Canada Day, Labour Day and Family Day -- are inoffensively secular…. There has been no great pressure from ethnic organizations to change the shopping rules."

Gee acknowledges that "there is a certain logic to ending the uneven, hard-to-enforce holiday retail ban and letting storeowners make the choice on their own whether to open or not." But, he questions whether retailers will really have a choice. If your competitors are open, can you afford to be closed? Similarly, he points out that while "technically" the law gives employees the right to refuse to work on holidays, how many of them will "be able to resist the call of the employer or the lure of the extra cash?" He quotes City Councillor Karen Stintz who "wonders… whether the result of this change might be a two-tier system, in which middle-class office workers get holidays off and working-class retail workers don't."

However, Gee's most compelling argument centers on the loss of the collective "pause" that holidays give the majority of the working population. It is these days that families get to spend time together. He writes: "The provincial government created Family Day precisely to address this family-time famine. Holiday shopping works in the opposite direction. Many families that might have spent the day together will disperse to the malls instead. The shopping compulsion is strong enough as it is. With stores open all the time, the pace of life becomes even more frenetic. Something is lost."

I agree with Gee. I like the collective "pause" that these holidays allow. I'm glad that the majority of stores aren't open at least a few days a year. I'm not a retailer but if I was, I would prefer it if the rules were enforced and the majority of stores were closed for major holidays. Doesn't everyone deserve a few days off without fearing that they're losing market share to their competitors?

Do you want the right to be open 365 days a year? Visit www.gifts-and-tablewares.com and vote on the home page poll. Click and be counted!