By Sue Harris
One of the wisest men I’ve ever known was my dad, W.B. Staggs. He passed away in December, but the business and life lessons I learned from him will remain with me all the days of my life.
Pop, as he became affectionately known in his later years, did not have a formal education, but believed in an honest day’s hard work. He taught by example and lived by the Golden Rule. His employees knew what was expected of them and that he had high expectations for his business. He expected everything they had while they were on the clock to be about the business and the customers they served, and then he encouraged them to go home and take care of their families.
In 2010, business owners and managers are very aware that it is not business as usual. We are stepping back, re-evaluating our situations, cutting corners, looking for cost savings and at the same time, considering the environment while adjusting with a new generation of employees and attitudes. Bob Dylan said it and we are living it, “The times they are a changing.”
Reflecting on Pop’s philosophy of business and how it might help us today, I remember the extreme importance he put on customer service. If you worked for my Dad, you greeted every customer with a smile, whether you were answering the phone or waiting on them in person. Customers were treated with respect, and each one of them knew that their business was appreciated. The money they were spending with him was hard earned and he wanted them to know that he knew that and that they were getting the best buy for their money, including service with a smile. These simple best practices can still make the difference when a consumer is making a choice where to do business. A person will remember how they were treated and how they felt when they hung up the phone, closed the deal or walked out the door.
No matter how large or small the business might be in these times of recession, economic downturn, unemployment and industry upheavals, business abilities are being put to the test. Surviving in these times will require a never-say-quit attitude and applying some of the following strategies:
• Businesses must cut with precision. As we look at ways to survive and stay afloat we must be careful not to cut too deep and never recover. When difficult times hit, oftentimes the marketing function of a business is the first to get cut. With less advertising and marketing, incoming prospects are reduced and even more revenue decreases making a vicious cycle. The key to surviving in hard times isn’t to reduce marketing activities but to rethink them and include new tactics such as more public relations, networking, public speaking and explore all opportunities to tell your business story.
• As business owners and managers rethink their budgets it is more important than ever to connect with peers. One useful approach to survive is applying the wisdom of crowds. This term comes from James Surowiecki in his book “The Wisdom of Crowds,” and it asserts that group wisdom is greater than the individual. Working together your business can connect with others to extract the knowledge and best practices applied during a business slump. The Muskogee Chamber of Commerce serves to provide businesses of all sizes that opportunity, whether you are attending a Business after Hours event or working on a committee. Finding the time to connect with your peers will pay off in the end.
As I reflect on lessons I learned from my dad, I am filled with love and gratitude for him and reminded that surviving difficult times, whether personal or professional, events such as a recession require a healthy outlook as well as good strategy. Together as a community our businesses can and will survive. Remember that bad times don’t last forever and that we have been blessed by having the opportunity to live in the heart of America, right here in Muskogee, Oklahoma, USA!
Reach Sue Harris at 682-2401.
