Managing Miscues in Business

It is amazing how building and managing your business is so similar to family.  I for one, enjoy creating that family environment in my business.  As I go through my business life, I look to treat those I work with as family, people that I listen to, people that I care about, and people that I will go out of my way to help out. 

 

But once in a while, one does stumble.  Recently I got so focused on the task at hand at work, that I forgot to call my Mom on her birthday.  Now this is a huge “stumble” for a son and I knew it.  It is in the reaction that you can truly understand what happened and grow from it.  I initially felt like all hope was lost.  But after beating myself up, I stepped up and called her.  Yes, I still felt bad, but I wanted to try to make it up.  I went the extra mile and even sent flowers the next day. 

 

Ok, how does this relate to business?  Just like what happened to me, once in a while you do take a misstep with a client.  Forget a conference call/appointment or miss a deadline.  That doesn’t necessarily mean that you will lose that client.  It is in the reaction, how you react to the incident, which will determine what happens next.  The best way is to be honest with the client and let them know you do understand that you did take a misstep, and you are looking at ways to make a difference.  If you have been building a strong relationship with them like family, then they should understand as well.  Through this process, your relationship will only grow stronger. 

 

How does this help you?  By sharing personal items with your client and getting to know them on a personal level, this allows you to converse about life outside of the actual business and leads to an understanding of their goals, visions and fears.  This knowledge enables you to tailor your services to match them, which only strengthens the overall client relationship. 

 

In the same manner that your family grows together by experiencing life’s challenges together, by facing the business challenges with your client instead of against them, allows your business to grow and become stronger.  As with family members, you may not always get along, in fact you may have quarrels about deadlines, invoices, any number of items.  You get through these incidents only if you have at least started building that understanding of each other.  You may not need to send a bouquet of flowers as an apology, yet the contact and the honesty that you show will go just as far.

 

I enjoy seeing my fellow business and non-profit “family” members at various networking and social events, (including the Minnesota Junior Chamber) and learning what is new in their lives.  Together, we build those relationships that lead to successful business.  I encourage you to visit your business neighbor and become a part of the family.  You don’t even have to bring flowers.

Appreciate where you do Business

How do you build appreciation for your local community?  I’ve been doing some travel recently for business and I’ve come to a few realizations.  First, with today’s technology, we are truly a global business community. Like you I’ve heard that said many times, but until you experience it first hand, it just sounds a marketing campaign.  I’ve come face to face with it recently and now I’m a believer.   

 

Even though my company is based in Hopkins, I work with companies around the country.  Through technology I am able to make connections, provide services and maintain a level of customer service from Hopkins.  Sometimes, the best customer service is face to face, so I do travel to client locations on occasion.  While sitting in the airport or my hotel room, I’m connected to my email and conducting business.  I even ran a board meeting of a foundation in the Twin Cities even though I was sitting in my hotel room in Salt Lake City.  It was an eye-opening experience.  As I wait in the airport, I’m surrounded by a number of business people working on their computers, phones, and blackberrys to coordinate their operations.

 

What does this have to do with appreciation?  Each time I travel, I return to Hopkins with a renewed appreciation of our community.  One tends to take what is offered in town for granted and only realize the unique aspects of our City when you spend some time in other communities.  I’m sure that is true for wherever you call home, but I believe the way we do business in Hopkins building personal relationships is the strongest way to ensure we all have success in all our endeavors. 

 

I encourage you after exploring what the world has to offer, return to Hopkins and renew your appreciation for our community — a great place to work, live and play.  Appreciate business growth with new companies to our area, Cargill and LA Fitness.  Appreciate the numerous opportunies for enjoying a play, dance recital, movie or socializing.  Appreciate the family offerings presented through our numerous schools and early childhood programs.  Appreciate doing business in a community where people know your name.

Building Relationships through Association

The image portrayed by a business or organization may be created through a planned marketing and branding campaign.  By putting out specific information about your business through print materials and advertisements such as billboards, brochures, and handouts, you are able to present your visions and philosophies to the public. 

 

A different type of company image may also be created by building relationships within the community through the various projects in which the company is involved.  I’m not referring to paid sponsorships or advertising, rather to events and projects in which your employees are activly involved that allow the public to see a different side of your company.  By displaying concern and dedication and being associated with positive events in our community, people will begin to associate your business or organization in a positive way also.  Although it may not be immediate, you will see a return on your investment.   

 

I’ve been honored to be a part of the Think Hopkins.com effort, helping to spread a positive image of our community.  We are creating various initiatives to highlight Hopkins in a unique way, such as our Historical Walking Tour Brochure or the new Shopping/Dining Guide for Hopkins.  We have exciting events occurring around our community all the time – annual celebrations like the Raspberry Festival and unique events such as the 2008 US Women’s Open at Interlachen Country Club.  Along Excelsior Boulivard in Hopkins we are seeing flags that promote the Open.  People who aren’t going to the Open will see the flags, and that can affect their perception of Hopkins in a positive way.  And people who are going to the Open might not visit Hopkins during the event, but with the flags and shopping/dining guide we can encourage them to come back afterwards. 

 

We will see a return on investment by building a positive image through association with quality and exciting events.  The Hopkins Business & Civic Association continually encourages business and organizations to be involved in the community activities, which will build their own operations.  For more ideas, I encourage to stop by our website at HopkinsBiz.com or visit ThinkHopkins.com to see events in which you may want to get involved.