“Support” vs. Service

Small Business Saturday is one of my least favorite days of year. No, not because I dislike small businesses. Quite the opposite, actually. I have a few small businesses myself. What I dislike about it is the pandering, guilt-tripping, and manipulation that comes with it. 

• "Please support us." 

• "Go support xyz business." 

• "abc needs our support."

• "Support small business.....by giving me money." 

As I've discussed multiple times on this blog, I can't stand the term "support" when it comes to business. Businesses don't exist for us to "support" them. Businesses exist to serve their customers. If they do it well, they earn the right to do it again. It's cause and effect. If they serve well, they get to do it again. If they don't, they lose that right. 

I recently saw a Facebook post on a local restaurant review group. It was about a local business that desperately needs our "support." The post's tone was that because of us terrible citizens, this unfortunate business won't be able to stay open for much longer. In other words, they would survive if we just gave them more money. Problem: Nowhere did anyone mention the restaurant's responsibility to earn the right to serve its customers. 

I've been to this restaurant several times. None of the experiences were great, and one was quite poor. The employees treat customers with indifference, the food is average at best, and the prices are ridiculously high. Comments on the post were quick to point out that the restaurant is located in a high-rent part of town, negating their responsibility to offer prices commensurate with their product. Comments included themes such as:

• People need to stop spending money at national chains.

• People need to keep their money in our town.

• People need to increase their dining out spending.

• People need to spend their dollars at businesses that are owned by "good people." 

Small businesses, you deserve better than to receive people's guilt-driven "support." Yes, it's difficult. Yes, it can be a brutal endeavor. Yes, there are days you'll feel like throwing in the towel. But there's nothing better than serving someone well, earning the right to serve them again, and maybe (just maybe), earning the right to serve more people. It's capitalism at its finest. It's the foundation on which nearly every successful business (large and small) has built itself. 

As I wrap this up, I thought I'd reflect on some of my recent small business wins: 

• I'm buying 1/4 of a beef from a local meat market in the next few days. I've purchased a few items from them over the past year, and they've earned the right to serve our family even more. 

• I just returned from a local bookstore with too many buys. They continue to re-earn the right to serve me.

• I just signed my kids up for drum and guitar lessons after a local business impressed us (i.e. earned the right) with their introductory lessons.

Small businesses, you're awesome! So go be awesome!

Just Do the Opposite

I took my family to the Iowa State basketball game yesterday. It's great to have basketball back! I didn't decide to buy tickets until the night before because, well, I just love impulsive decisions. When it was time to buy, I headed directly to the SeatGeek app. Were there still tickets left at the box office? Maybe. Were there other third-party apps with better prices? Perhaps. But I always buy from SeatGeek. They've attained my unwavering loyalty because they chose to do the opposite of what other companies do. It all comes down to one little toggle switch. "Show prices with fees."

There's nothing worse than purchasing a product or service, only to get crushed with added fees once you get to the checkout screen. Lots of industries do this, but none worse than event tickets (well, Airbnb is the new worst, but we'll save that one for another day). It's a demoralizing endeavor. With SeatGeek, on the other hand, I don't have to worry about that. What I see is what I get. And for that, they are always my #1 go-to. Some people say, "Well, their fees are still high." I don't care, frankly. What's of interest to me is how much, in total, I'm paying for my tickets. Combine that feature with a few other key features (such as dependability, large selection, transfer execution, and seat location mapping), and they become my absolute go-to.

This is a conversation I have with many of my clients. Whatever their respective industry is, I challenge them to "just do the opposite." The natural response is, "This is how it's done." That may be true, but it doesn't mean it's the best way. Doing the opposite is a scary proposition, though! It feels safer and more comfortable just doing what everyone else does. Then, if we fail, we can just chalk it up to bad luck (or some other force outside of our control). On the other hand, if we do the opposite and ultimately fail, we're likely to blame ourselves and point our finger at those specific decisions. These are the scariest of decisions, but also the most impactful.

This is one of the biggest things we got right in our Northern Vessel coffee business. So many of our successes directly result from doing it completely opposite of the normal way. That's also led to a few failures, but it's been an overwhelming success on the whole.

This is also what I attribute much of our podcasting success to. Currently, our Meaning Over Money podcast is ranked in the top 3% of podcasts worldwide (according to ListenNotes). The idea was simple. Cole and I made a list of all the things we hate about normal podcasts, then committed to doing the opposite. It was a beautifully simple plan.

Though I tout these two examples of getting it right, I've whiffed so badly in other areas of my business. If only I had listened to my own advice....

You Know the Names

Sometimes, when I write, I expect a huge response.....and get crickets. Other times when I write, I have muted expectations....and the post goes viral. The latter happened a few days ago when I wrote about an unnamed business that operates with a high level of self-unawareness. They alienate their potential customer base on social media, they treat their patrons like dirt, they don't invest in their staff, and they do a handful of other disrespectful and self-destructive practices. Whether you know this particular business or not, you absolutely know someone like them in your own life. My call to action was simple: Stop investing your dollars and time into these businesses that don't deserve it, and start investing in the ones that do.

On the heels of that post, dozens of people have reached out to ask what business I was talking about. My response was simple. If they could guess, I'd let them know. If not, it will forever remain a secret. After thinking about it, people have guessed countless businesses in or around my city. Some I've been to, and some I haven't. What's interesting, though, is the collection of businesses being suggested by people. For many of them, I would absolutely include them on this list. That tells me most people are just as aware as me as to how poorly some businesses are treating people. Yet, we continue to give them business.

I'm so happy people are pondering this idea through the lens of their own life. As fate would have it, we're thinking about the same businesses. The businesses people are bringing up are some of the same ones that have continually let me down. That overlap should tell us something. This is the opportunity we have. Nothing will happen if I just stop patronizing some of these businesses. I'll undoubtedly stop either way, but my specific influence won't move the needle. However, several of you have guessed the same collection of businesses in our town. Translation: Together, we CAN move the needle.

I'll continue not to name names, but here's a little insight. Whatever business you think I'm talking about, you're right. Deep down, you know who they are. Maybe not the exact one, but you know exactly who they are in your own world. My opinion isn't important, but yours is.

Just in the last few weeks, I've added two more businesses to my blacklist. On one hand, this is sad. I want to like and patronize these businesses, but they've lost the right to serve me. That sucks. On the other hand, that means there's more time and money to invest in other businesses. That's a huge win and a big opportunity (for both me and these prospective businesses).

Let's continue to expect better from the businesses around us. Serving people is a privilege, not a right. Make businesses earn the right, and allow them the opportunity to re-earn the right to do it again. That's a beautiful relationship!

The Self-Unaware Slide

I'm thinking about a local business. You may know this business, but if not, you most certainly know one like it. They sell a good product, but they are struggling. The odd part is they don't understand why they are struggling. It's a head-scratcher to them. It's complete self-unawareness, and I'll explain why. 

I mentioned they have a good product, and their prices are spot-on (low enough to feel like a good value and high enough their margins are probably solid). If both of those statements are true, they should be successful, right? This is the funny thing about business. The tangibles need to be there, but so do the intangibles. And this business, unfortunately, lacks several intangibles:

• They treat their customers poorly.

• They get into online spats with critical voices.

• They don't invest in their staff.

• They constantly post politically charged content on social media, alienating 40%-50% of their potential customers. 

It's easy to accuse people of "not supporting small business," but perhaps we business owners need to look in the mirror. Maybe our problem isn't external, but internal. Maybe we are the problem. Maybe it's the person staring at us in the mirror. With a bit of self-awareness (and humility), perhaps this business could turn the tables and absolutely thrive. 

I don't personally patronize this business anymore, for the above reasons. I always leave feeling like crap. I'm treated as though I'm intruding on their space and not really welcome. It's an unsettling feeling, and I eventually just decided to stay away. It's too bad, as I desire their products. 

On the flip side, there are businesses I can't wait to go back to. Despite some of their prices being higher than I would prefer, I leave feeling good. They treat people fantastic, they have a posture of gratitude, and their top desire is to serve well. They have the intangibles. It's funny how these small businesses aren't playing the victim role and declaring people "don't support small business." They are too busy crushing it to think about that. There's a self-awareness about the way they handle themselves. 

If you're a business owner, heed these words. Please don't take it as criticism, but rather encouragement. I want you to thrive and prosper. I want you to be successful and build a larger following. This is the opportunity before you. Seize it!

If you're not a business owner, you're surely a customer. You only have so much time and money to spend. Be sure to spend it at businesses that earn it. Reward those who treat you well, and punish those who don't. When we vote with our dollars, disrespectful businesses have two choices: a) get better, or b) fizzle out. But it's their choice. 

This is the opportunity (and responsibility) before us customers. If we do our jobs right, our respective cities will be filled with thriving, servant-hearted businesses that desire to add value to our lives. I, for one, am up for the challenge! Are you?

The Many (Noble) Roles of Businesses

Businesses get a bad rap. For whatever sick and twisted reasons, businesses get pigeonholed as soulless entities whose sole role is to take advantage of people while extracting as much money from them as humanly possible. This is absolute nonsense, of course. Businesses don't thrive by taking advantage of people. They thrive by adding value to people's lives, which earns them the right to add more value to more people's lives. The more people they serve, the more financial success they can achieve. 

While it's true that one objective for most businesses is to make a profit, that's just one of many roles. If you were to interview most business owners, many roles and objectives would be mentioned:

• Provide valuable jobs for their employees.

• Add value to their customers' lives. 

• Engage in fulfilling work.

• Make an impact on this world.

• Give back to the local community. 

• Build something they can be proud of. 

• The list goes on and on.....

I was reminded of this last night while attending a trunk or treat event a few blocks from my house. As we were surrounded by hundreds (or thousands?) of people, I got a bit sentimental while taking it in. This event was planned, executed, and made possible by the countless businesses who raised their hand and stepped forward. 

Each "trunk" was funded, set up, staffed, and represented by a business. They could have easily slapped their business name on a sign and plopped a big tub of candy on a table for kids to grab. Few did that. Instead, most businesses picked a theme, decorated like crazy, and got creative with their treats. One of my friends went full-out Ghostbusters (uniforms included!). Another friend did a shark attack schtick. Then a handful of other friends went all-out Ninja Turtles. Not only did they pass out candy, but they arranged for the pizza shop across the street to deliver five pizzas every 30 minutes so they could hand out slices to all the kids and parents. Ninja Turtles handing out pizza at a trunk or treat!!!! It was brilliant, and it made people smile. 

That's what business means to me. Turning a profit is the act serving those who we wish to serve, then re-earning the right to do it again next month. There's nothing evil in that. In fact, it's a noble endeavor. The world is a better place when it's full of businesses that add value to people's lives. 

My life is better when that local restaurant is there to serve my family a tasty meal.

My life is better when that real estate agent is there to help me buy or sell a property.

My life is better when my chiropractor is there to snap my body back into place.

My life is better when the grocery store up the street from my house sells fresh food.

My life is better when that coffee shop is willing to make me a drink.

Businesses have many roles, and they are all valuable. 

Earning the Right: Part 2

In yesterday’s post, I discussed the importance of making enough money to pay the bills. If we earn “enough,” we get the right to do it again next month. For this reason, money isn’t irrelevant in the meaning over money dynamic. Earning enough money affords us the opportunity to continue walking down the path of meaning in our day-to-day lives. My inbox has been flooded with responses. The most prevalent feedback is from people who “feel bad” about charging for their work when they love it so much. They would probably do it for free if they could. But that’s the problem. To continue serving others with their beautiful gifts, they must charge enough to keep the financial train on the tracks. Therefore, charging a reasonable price for their work is a good and noble thing. If we believe this, it changes everything!

Today’s post is a different angle on this “earn the right” concept. It’s one thing to charge people for your work, but another for people to want what you’re selling. Just because you say something is worth $x, it doesn’t mean it is. The tell is whether people want to pay you what you say it’s worth. If they do, it is….if they don’t, it’s not. Again, this is an earned privilege. We must add more value to the customer than what we charge them. If we do that, they will likely be happy. That’s only the first half of the equation, though. Let’s say someone trusted us enough to exchange their hard-earned money for our product/service. The next question is, did we earn the right to serve them again? It’s one thing to try something once, but it’s an entirely different thing to go back again, and again, and again. That requires us to add value, exceed expectations, treat them well, and build trust…..then repeat.

Later today, I’ll be delivering a talk in Los Angeles. It’s a slightly different version of the talk I did in June for the same organization. I’m also scheduled to do it a third time in January. I’m tremendously grateful for the opportunity, and I don’t take it for granted. I know for a fact this wouldn’t have happened had I not earned the right to do it again. If I performed poorly the first time, or was difficult to work with, or simply wasn’t perceived as “worth it,” I wouldn’t be here. They know that and I know that. Every time I step up to the plate, whether it’s a talk, a podcast, a blog post, or a coaching meeting, I’m giving it my best in hopes of earning the right to do it again. If I publish crappy blog posts, you’ll stop reading. If I produce lame podcast episodes, listeners will unsubscribe. If I deliver a bad talk, I won’t get invited again. And if I don’t serve my coaching clients well, they will fire me (and rightfully so!).

Every day, we must earn the right to serve them again.