So, you are telling me that you only have a short second to hear a customer tell you of a frustrating experience?
I honestly could not believe that I actually had to say that.
All I really wanted to share was that my family had waited nearly 15 minutes for someone to come greet us at the front door.
Now, I know that most people would have either left, or taken the time to go find somebody. But honestly, should WE really have to go find somebody. The whole point of going out to eat was to be served. However, we did move around the corner a little to catch the eye of anyone, just anyone. And, by the way, we waited because we had a $25 gift certificate.
Finally, another couple came in to dine and they too began to wait. This time, the guy nearly walked into the kitchen to get some attention.
When we were finally greeted, there was no acknowledgement at all that we had been waiting. Just the normal... "How many?"
But, this of course was just the beginning. We then sat at our table for another 5 minutes waiting for someone to come by and at least offer us water. All the while, staff circled all around us lighting candles and straighting silverware, or something.
When we finally had our server come to our table, the first thing out of their mouth was...
"We are all out of the prime rib and the number 2." The beauty was that it was delivered in this depressing, monotone voice as to say... "How are you doing tonight? We are so happy you are here!" Kind of eeyorish like. No need to say hello at that point. Just tell us you don't like to work here.
So, we left. We even considered giving our gift certifcate away to the couple that found the service for us.
On the way out, I grabbed a card and decided to call back from the car. And that's when I heard that I had a short second to share with the boss our experience.
So, where do I start? Again, I could take the time to point out what is wrong with this picture. But, I want to have some fun... I would like you to point out what is wrong with this picture and give some suggestions on how you would remedy it if you were in charge.
BTW, Three restaurants later, we finally settled down. It's so hard when you are in the service business. Your expectations are high. But, will you stick to them?
Thanks for letting me opine. Sometimes what is most learned is that from the form of real stories.
G!
Thursday, December 27, 2007
Front Counters and the Success of Your Business
Well, after some time off and finally being able to retrieve my password for this site, I thought it was time to begin to write again.
With this...
Last night I got the urge. You know, the urge for a late night trip to fast food land. I thought, why not? I did get a gift card to McDonalds. (Which, by the way was my first gift card for McDonalds since the old days, with their paper gift certificates.)
As I say there waiting for my replacement order, watching Glenn Beck on the super size TVs, I noticed something really refreshing. As I took a breather from the TV, I looked over to the point of sale and saw something that was so profound...
It was clean and clear of clutter. Wow... It just felt so right and so NOT overwhelming. In this, I began to wonder if there was a coorelation to success by how clean and clear of clutter a businesses point of sale is? Or, for that matter... the guest services area.
Too often, they are just a plain mess as situation after situation leads employees to add to this evergrowing mountain of stuff. It can also show a lack of discipline with store presentation standards and could eventually lead to a real reflection to the moral of a location.
I mean, really... is it ok to come to work everyday in the midst of this? I got to wonder what the back room looks like?
Honestly, for a fast food place, and I do realize the stringent department of health requirements, it still was SO clean and it made feel comfortable.
For customer centric businesses, this is so critical. For, what type of message does this really send our customers? Or, for that matter, what if we call them guests instead? All the more reason to manage a tight ship to these expectations.
In the end, there may or may not be any coorealtion between the success of a business and how clean their front counters, guest services, and back rooms are. But, if it was up to me to decide... I'd say yes.
Of course, I could go on about how to motivate a staff to maintain such an experience. But, it really should go without saying. I think we all know. So, all I really have to say is...
Just do it.
With this...
Last night I got the urge. You know, the urge for a late night trip to fast food land. I thought, why not? I did get a gift card to McDonalds. (Which, by the way was my first gift card for McDonalds since the old days, with their paper gift certificates.)
As I say there waiting for my replacement order, watching Glenn Beck on the super size TVs, I noticed something really refreshing. As I took a breather from the TV, I looked over to the point of sale and saw something that was so profound...
It was clean and clear of clutter. Wow... It just felt so right and so NOT overwhelming. In this, I began to wonder if there was a coorelation to success by how clean and clear of clutter a businesses point of sale is? Or, for that matter... the guest services area.
Too often, they are just a plain mess as situation after situation leads employees to add to this evergrowing mountain of stuff. It can also show a lack of discipline with store presentation standards and could eventually lead to a real reflection to the moral of a location.
I mean, really... is it ok to come to work everyday in the midst of this? I got to wonder what the back room looks like?
Honestly, for a fast food place, and I do realize the stringent department of health requirements, it still was SO clean and it made feel comfortable.
For customer centric businesses, this is so critical. For, what type of message does this really send our customers? Or, for that matter, what if we call them guests instead? All the more reason to manage a tight ship to these expectations.
In the end, there may or may not be any coorealtion between the success of a business and how clean their front counters, guest services, and back rooms are. But, if it was up to me to decide... I'd say yes.
Of course, I could go on about how to motivate a staff to maintain such an experience. But, it really should go without saying. I think we all know. So, all I really have to say is...
Just do it.
Thursday, February 08, 2007
What I've Learned...
In October, 1995...
I interviewed for a job at the company I am now in charge of. The position was that of the "lead guy" of the music department. I recall as I made a counter offer just days before my wedding for a quarter more per hour.
...if I could only make $6.50 an hour, I would be ok.
Little did I know then, that God had a plan for my life within this company. I know I have made my share of mistakes along the way. But, God sure is faithful, isn't He? He's also extremely patient.
Along the way, I have had the honor to work a lot of talented people. In this, I have always sought to keep a watchful eye as to not miss a lesson that I could perhaps store away for a later time.
As we look back and celebrate our most successful year ever, I have also been looking back on some of things I have learned over the past 11+ years on this journey from that day back in 1995 to today. With this, I would like to share a few with you. Perhaps, at a later date, I will expand on each reflection.
One thing that must be said as I type this is... God is truly amazing and He has a plan for your life. Trust Him, Believe Him, Praise Him... For He is worthy to be praised! I am in this current position by the grace of God.
I interviewed for a job at the company I am now in charge of. The position was that of the "lead guy" of the music department. I recall as I made a counter offer just days before my wedding for a quarter more per hour.
...if I could only make $6.50 an hour, I would be ok.
Little did I know then, that God had a plan for my life within this company. I know I have made my share of mistakes along the way. But, God sure is faithful, isn't He? He's also extremely patient.
Along the way, I have had the honor to work a lot of talented people. In this, I have always sought to keep a watchful eye as to not miss a lesson that I could perhaps store away for a later time.
As we look back and celebrate our most successful year ever, I have also been looking back on some of things I have learned over the past 11+ years on this journey from that day back in 1995 to today. With this, I would like to share a few with you. Perhaps, at a later date, I will expand on each reflection.
One thing that must be said as I type this is... God is truly amazing and He has a plan for your life. Trust Him, Believe Him, Praise Him... For He is worthy to be praised! I am in this current position by the grace of God.
- Clarity is the antidote to anxiety
- Be accessible
- Become a storyteller
- Be an example - do I make people want to work here by how I treat them?
- Be a student - surround yourself with people who have been there, articles that teach you about there, and books that will help lead you there.
- An idea is no good if it is not implemented
- Who's at your side? - surround yourself with the right people both professionally and personally. community is critical to provide balance in your life. it is a safety net to ensure that your job does not end up defining you, but who you are... defines your job.
- I'm no better than you - we all have a roll. it's an (x amount of people in your company) three legged race.
- You reap what you sow - what are you sowing into the employees lives? People matter, make sure they know it, and i'm not talking about money here either.
- Be consistent
- Be sensitive to the needs of others
- Don't fear authenticity - be yourself
- Health - to maintain optimum performance ability, seeking a healthy lifestyle and getting proper rest is crucial. In doing this, it will provide proper balance as well as enable you to enjoy increased energy and a higher ability to focus. (I'm still trying to work on this one... :)
- IMPORTANT ONE**** FAMILY - Outside of our relationship with Christ, it is most important. how much do you have left in the "tank" at the end of the day? anything less than 51% is a problem.
- IMPORTANT ONE**** A. Have God in your life B. Have God's word in your life C. Have God's people in your life
I look forward to the day when I have mastered each of these. But, the truth of the matter is that we fall down and we get up. Just as long as we never fail to stop learning from each experience we face each day. There are stories out there for all the world to see. In those stories is a lesson. What part of those lessons will be used to help mold and define you?
In other words... what did Mt. Rushmore look like before? It was just a mountain with no faces.
What important lessons have you learned over the years that have helped define who you are today?
Please feel free to post a comment. I can be reached at gunsim@msn.com
31 Days... 31 Questions to Clarity for a Store Manager
Challenged one day by a statement one made about all the projects we gave managers to do. The statement was, "[sigh] this is just another thing to do." I was challenged, because I wanted to peel back that statement and identify the root of such an attitude. Perhaps, in this... we might find clarity. Perhaps, in this... we might find our competitive edge.
So, how well do you know the company, your team, your guests, and yourself as a manager? Take some time to answer these questions and feel free to post a comment.
Gunnar
- What is the most effective way to motivate your staff?
- What are the top 3 challenges you face with motivating your staff?
- How well does your staff perform when you are not onsite? (days off, night shifts, and lunch/deposit breaks)
- What are the top 3 areas you need help with?
- What have been the top 2 most effective channels of advertising for your store? Why?
- What have been the most effective types of sales promotions for your store? Why?
- What are the top 3 things we can do today to increase foot traffic?
- What are the top 3 things you can do today to improve conversion rate?
- Is there a product line that we are missing that would further meet your store consumer needs?
- Is there a product line that we are carrying that needs an increase of stock that would further meet the consumer needs?
- How do you increase your average dollar per transaction? What is your stores average dollar per transaction YTD?
- How much church traffic does your store get?
- What are the top 3 areas you feel you need to improve in? How can we help?
- What is your strength as a manager?
- What is your weakness as a manager?
- How do you increase sales?
- How do you increase profits?
- How do you impact life?
- How would you rate the overall performance of your staff?
- How do you improve the overall performance of your staff?
- How does your staff find out about current company advertising campaigns and promotions?
- Do you have clarity on what is expected of your role?
- Does your staff have clarity on what is expected of their role? How often and what tools do you use to coach your staff?
- How would you rate the overall product knowledge of your staff?
- How would you rate the overall product knowledge of yourself?
- What is the most effective way to train your staff on product knowledge?
- What are the characteristics of a great employee?
- What are the characteristics of a poor employee?
- What is the most effective way to motivate you? How do you stay motivated?
- What part of this company are you most passionate about?
- What are the top 3 areas we could improve as a company?
Saturday, February 03, 2007
Knowledge, Fun, and People
Passion Driven Product Knowledge, Purpose Driven Fun and a Heart for people…
g. simonsen
In October of 1995, I with several others was hired to be a part of the Christian Supply team at our Beaverton location. Quite frankly, back then there were absolutely no job training or job descriptions. There wasn’t even good POS training. So, there we were a whole new store that just relocated from across the parking lot filled with a whole lot of new team members. What a crew we were…
With that said, we came onto the scene like a meteorite armed with three critical desires…
1. We were passionate about the product
2. We loved to have fun
3. We loved people
1989, I sold cars. That’s right, I said it…I sold cars and after 3 months of 6 days per week and 16 hours per day…I quit. In retrospect, I found that I was missing one of these three desires…
1. I loved to have fun
2. I loved people
3. I wasn’t passionate about cars
In this, I realized that I could only have so much fun. But, without having a passion for the product or the mission of the company, it certainly made my job a whole lot harder; it also probably made the work for my employers a little more difficult too as I wasn’t performing at the levels I was expected to. However, before I left, I did have a day where I sold three cars.
Yahoo!
Of course, when I speak of having fun, please know that I do not mean having fun at the expense of the company. I mean fun as in we loved life, we loved working with each other, and we loved to laugh. With this, it made a huge impact on the environment of the store. People just liked to be there. And, if our employees just like to be here…then chances are, this will rub off on the guests too.
Sure, we were all responsible people and though there was lack of clarity on expectations and training, we also had a keen awareness of stewardship. So, it wasn’t just a big laugh-fest. We did our jobs. We kept the store clean, we kept the shelves stocked, we greeted every guest, sought to help every guest, we read all the trade magazines for the latest book reviews and listened to all the new music, we answered the phone with a smile, we held each other accountable, and the best part was…we had fun doing it. Even though there were no job descriptions to be seen and no one specifically told us to do so. We just did it and loved it!
If we saw a need we filled it, fixed it, picked it up and threw it away, or asked the manager about it. We had initiative and we loved it! This coupled with a manager that modeled it was like pouring gas on a fire.
As we head into the critically important Christmas season, let us please be mindful of the importance of these three critically important desires. As leaders, how are we fanning the flames of these desires to create a wild fire that will ABSOLUTELY impact our communities?
For me, 11 years have past and I have found that after all this time…
1. I STILL am passionate about the product
2. I STILL love to have fun
3. I STILL love people
Where do see yourself in these areas? What does your staff see in you in these three different areas?
Fan the flames…
Christmas is coming soon…what will people see when they walk into your store? Will it be Passion Driven Product Knowledge, Purpose Driven Fun, and a Heart for people? What do you see?
Let’s make a difference this Holiday Season! I believe in you and thanks for all you do!
Gunnar
g. simonsen
In October of 1995, I with several others was hired to be a part of the Christian Supply team at our Beaverton location. Quite frankly, back then there were absolutely no job training or job descriptions. There wasn’t even good POS training. So, there we were a whole new store that just relocated from across the parking lot filled with a whole lot of new team members. What a crew we were…
With that said, we came onto the scene like a meteorite armed with three critical desires…
1. We were passionate about the product
2. We loved to have fun
3. We loved people
1989, I sold cars. That’s right, I said it…I sold cars and after 3 months of 6 days per week and 16 hours per day…I quit. In retrospect, I found that I was missing one of these three desires…
1. I loved to have fun
2. I loved people
3. I wasn’t passionate about cars
In this, I realized that I could only have so much fun. But, without having a passion for the product or the mission of the company, it certainly made my job a whole lot harder; it also probably made the work for my employers a little more difficult too as I wasn’t performing at the levels I was expected to. However, before I left, I did have a day where I sold three cars.
Yahoo!
Of course, when I speak of having fun, please know that I do not mean having fun at the expense of the company. I mean fun as in we loved life, we loved working with each other, and we loved to laugh. With this, it made a huge impact on the environment of the store. People just liked to be there. And, if our employees just like to be here…then chances are, this will rub off on the guests too.
Sure, we were all responsible people and though there was lack of clarity on expectations and training, we also had a keen awareness of stewardship. So, it wasn’t just a big laugh-fest. We did our jobs. We kept the store clean, we kept the shelves stocked, we greeted every guest, sought to help every guest, we read all the trade magazines for the latest book reviews and listened to all the new music, we answered the phone with a smile, we held each other accountable, and the best part was…we had fun doing it. Even though there were no job descriptions to be seen and no one specifically told us to do so. We just did it and loved it!
If we saw a need we filled it, fixed it, picked it up and threw it away, or asked the manager about it. We had initiative and we loved it! This coupled with a manager that modeled it was like pouring gas on a fire.
As we head into the critically important Christmas season, let us please be mindful of the importance of these three critically important desires. As leaders, how are we fanning the flames of these desires to create a wild fire that will ABSOLUTELY impact our communities?
For me, 11 years have past and I have found that after all this time…
1. I STILL am passionate about the product
2. I STILL love to have fun
3. I STILL love people
Where do see yourself in these areas? What does your staff see in you in these three different areas?
Fan the flames…
Christmas is coming soon…what will people see when they walk into your store? Will it be Passion Driven Product Knowledge, Purpose Driven Fun, and a Heart for people? What do you see?
Let’s make a difference this Holiday Season! I believe in you and thanks for all you do!
Gunnar
Energy and Service that sets you a part...
TO: All Employees
FR: Gunnar Simonsen
As I have had numerous opportunities to meet with our owner this past year, I feel it is always important to seek to download as much of our conversations as possible to you on the front line. That way, it keeps us in step with our leadership as well as to what really is important.
In recent discussions with our owner about our retail operations, a few themes are consistent…
The importance of service that sets you a part and reflects a personal touch
An environment that reflects energy
Please discuss with your staff the following questions and document them. Hang them up in the break room, hand them out to each staff. It has the potential to become your culture. But for it to become our culture, we need to be the culture.
What does energy look like in a retail store? What effect does it have on people? How is this energy created? Who is responsible for this?
What does service that sets you a part look like?
How do our attitudes and that of our teams play a role in both service and energy?
A few other great questions for you to ask your staff and document are:
List Top Ten Reasons a Guest Would Never Return to Your Store – list solutions for each of the ten reasons
List Top Ten Reasons a Guest Would Visit Your Store and Leave without Making a Purchase – list solutions…
These are critical and yet simple questions that can give both you and your staff a vantage point that might lead you to the next level. Taking the time to actually talk about these things, document them, pass them out, reflect them, act on them, and consistently coach your staff on them could make all the difference. In this, we must be relentless in our pursuit. And, hopefully in this…you may gain a clearer perspective of what is truly important as we seek to set ourselves a part and achieve business success from a reputation standpoint as well as a bottom line profitability standpoint.
Of course, there are other crucial areas as well as you all know with regards to managing our budget expectations. (i.e. payroll, food costs, margins, supplies, etc.)
I guess what it all comes down to is that if your store closed…would anybody notice? What makes us special? What makes us important? What sets us a part? Find our competitive edge and run with it.
Our types of businesses are tough places to be these days and it takes a lot to make them work. But, I believe that if we have the right people in the right seats of the bus with the right attitudes and the right tools…we can do it!
Last night, I watched an interview with Simon from American Idol and he said boldly that it is all about the audience…and he essentially said…they make us…we don’t make them.
And with service and energy…that’s our American Idol and with each guest that walks through our doors…they are our audience and trust me…they do have their remote controls in hand.
Let’s keep them tuned in. Thanks for all that you do and for acting on these dialogue points with your staff. Please let me know what you find out.
Thanks. Gunnar
p.s.
For the sake of returning to science class and understanding how energy works…here are a few explanations.
For the purpose of explaining energy to beginners, I think the best description is the following nearly-well-known Dave Watson definition:Energy is a property or characteristic (or trait or aspect?) of matter that makes things happen, or, in the case of stored or potential energy, has the "potential" to make things happen. By "happen", we mean to make things move or change condition. Examples of changes in condition are changes in shape, volume, and chemical composition (results of a chemical reaction). There are also changes in pressure, temperature, and density which we call a "change of state" in thermodynamics. Phase changes, such as changing from solid to liquid, or liquid to vapor, or back the other way, are also good examples of condition changes. Something happened!
Without energy, nothing would ever change, nothing would ever happen. You might say energy is the ultimate agent of change, the mother of all change agents.
Tuesday, January 30, 2007
Are You a Storyteller?
Are you a storyteller?
g.simonsen
Grace was a sixty-something old lady who seemed to beeline right for me upon entering the store. She was looking for a puzzle for her husband. As we began our pilgrimage for this puzzle, (for which I had no idea where to start) Grace began to share with me her story...
Grace was a lady with great faith but with weakening strength. She explained to me how it was getting harder and sadder to walk her trail in life.
As I purposely sought to look her in the eye as she shared her story, the back of my mind raced with thoughts and prayers."Just find me a puzzle!” my mind cried out.
We circled the store, engrossed in conversation but with no puzzles in sight, finally finding ourselves in the kids’ department. With all hope fading, there we finally stood directly in front of three different Veggie Tales puzzles.
I remember thinking, "Dear, Lord. You've got to be kidding, a VeggieTales puzzle? That’s all we have to offer her?"
Grace then pointed to the Bob the Tomato puzzle and said that it would be perfect.
“He will like this one.”
You see, Grace’s husband of many years had Alzheimer's Disease and she had thought a puzzle would be very fun for him as well as therapeutic. With a pause and a glance past my shoulder, Grace shared with me quietly how in years past, her husband always used to surprise her with her favorite plant….the tomato plant.
~~~~~~~~~~~~~~~~~~~~~
How many Grace’s will you come across today? They are there…do you see them?
One of the great opportunities of Christian retail is that we have the ability to go home each night with stories such as this one, freshly written on our hearts. The trick, however, is to be looking for them.
Not often will they be found behind a counter or even as we are buried in building that music display. Too often our days fly by in a blur, or we get too busy with the “important things.” Often, as we do these “things”, the stories come and go.
Are you a storyteller? If not, why not start today?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
g.simonsen
Grace was a sixty-something old lady who seemed to beeline right for me upon entering the store. She was looking for a puzzle for her husband. As we began our pilgrimage for this puzzle, (for which I had no idea where to start) Grace began to share with me her story...
Grace was a lady with great faith but with weakening strength. She explained to me how it was getting harder and sadder to walk her trail in life.
As I purposely sought to look her in the eye as she shared her story, the back of my mind raced with thoughts and prayers."Just find me a puzzle!” my mind cried out.
We circled the store, engrossed in conversation but with no puzzles in sight, finally finding ourselves in the kids’ department. With all hope fading, there we finally stood directly in front of three different Veggie Tales puzzles.
I remember thinking, "Dear, Lord. You've got to be kidding, a VeggieTales puzzle? That’s all we have to offer her?"
Grace then pointed to the Bob the Tomato puzzle and said that it would be perfect.
“He will like this one.”
You see, Grace’s husband of many years had Alzheimer's Disease and she had thought a puzzle would be very fun for him as well as therapeutic. With a pause and a glance past my shoulder, Grace shared with me quietly how in years past, her husband always used to surprise her with her favorite plant….the tomato plant.
~~~~~~~~~~~~~~~~~~~~~
How many Grace’s will you come across today? They are there…do you see them?
One of the great opportunities of Christian retail is that we have the ability to go home each night with stories such as this one, freshly written on our hearts. The trick, however, is to be looking for them.
Not often will they be found behind a counter or even as we are buried in building that music display. Too often our days fly by in a blur, or we get too busy with the “important things.” Often, as we do these “things”, the stories come and go.
Are you a storyteller? If not, why not start today?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Sunday, January 28, 2007
What's your role?
What's your role?
g. simonsen
The Chevron station down the street was out of diesel so I began my journey to find the nearest station with diesel before I ran out. Nervously nursing my truck down the street from one stop light to the next my eyes were glued to the needle. I do have two tanks, but the needle on the front tank wasn’t working leaving me with no idea of what I had left in that tank. So, I just use the rear tank. But, that wasn’t pretty either as the needle slowly “bobbed” up and down over the larger than life letter “E” that was beginning to annoyingly rub in the fact that I waited too long.
If I could just make it through this light, take a left hand turn and then a quick right.
The 76 station was a sight for sore eyes; however, I did always try to avoid this station as the service had always been poor. Usually, I would pull up and then wait for what seems like 5 minutes before anyone would ever acknowledge me. Looking around, there were never any other customers waiting. But, when you drive a diesel, your choices are always limited.
As I pulled into the “island” of fuel pumps, I was met by two people. One guy was apparently new on the job as he was dressed with his 76 jacket and hat and armed with a squeegee while he washed the office windows with perfection. The other guy was a surprise to me at all that he worked there. His rough shaven look and a pony tail that just barely qualified as a pony tail as his hair was way too short for such an attempt. With no jacket or hat and just a white t-shirt with no sleeves, he approached my truck with a surprisingly warm greeting.
“Fill’er up with diesel in the rear tank, please.” I said as he kindly took my keys to unlock the cap.
And then something happened that seemed to set off a million light bulbs in my head at the same time. The rough looking guy began to speak to the new guy with words that said it all. Having a difficult time getting his words out and with a stutter, he began…
“If every employee, [long drawn out pause to gather his thoughts] at every shift, [another pause] would do what they were supposed to do… [with emphasis and a hand motion like a plane soaring into the clouds] this place would meet the standards every time!”
I sat there stunned…he was so right on. But, then I began to dig deeper into his statements and started asking questions to myself…
“Does every employee actually know what they are supposed to do?” or “Do we just assume that every employee knows what they are supposed to do?” or “Have we provided clarity to each employee to understand what they are supposed to do?”
As I drove away from the station, my gut began telling me that in order for us to move forward as a company, this line of questioning needs to become front and center, especially before the busy season is upon us. In this, I want to make sure we are consistent with providing clear vision, clarity of expectation, and strong leadership within each of our business units.
As I always say, “Clarity is the antidote to anxiety.”
Driving into work that morning was an amazing experience. I couldn’t wait to get there to begin processing these questions…
What if everyone saw the vision?
What if everyone knew what they were supposed to do?
The answer to these questions could become the very competitive edge we are looking for. That’s right, I said it.
In a world of price points, high powered marketing promotions, and big box retailers, it’s what we do consistently on the front lines that will set us a part. In this, we must always seek to “audit” the supply lines. What I mean by this is at the corporate office level, there are plans, policies, and procedures that are developed. When these are completed, they are then sent out to each one of our locations with the goal of reaching every employee.
However, and sadly, they do not always effectively get to where they are going. It is in auditing this process that we are essentially auditing the “supply lines” that reach to the front lines to ensure that our staffs have the tools needed to be successful with impacting life.
So, have you audited your supply lines lately? Does every staff member have clarity on what is expected of them? Do you have clarity of what is expected of you?
How well do you and your team know the vision of that which we are seeking to accomplish?
Remember, we are in a three legged race. We need every staff member to both know and perform their role. It is not good enough in this three legged race to just connect our ankles together…for we must also place our arms around each other if we seek to move forward together and on towards to the goal of seeking to meet the needs of those who will walk through our doors each day. To win this race, we will need to remain in step with one another... one step at a time and towards the goal.
Boy, i'm sure glad that Chevron was out of diesel. If they weren't...I would have missed out.
Please feel free to post your comments. I can also be reached at: gunsim@msn.com
g. simonsen
The Chevron station down the street was out of diesel so I began my journey to find the nearest station with diesel before I ran out. Nervously nursing my truck down the street from one stop light to the next my eyes were glued to the needle. I do have two tanks, but the needle on the front tank wasn’t working leaving me with no idea of what I had left in that tank. So, I just use the rear tank. But, that wasn’t pretty either as the needle slowly “bobbed” up and down over the larger than life letter “E” that was beginning to annoyingly rub in the fact that I waited too long.
If I could just make it through this light, take a left hand turn and then a quick right.
The 76 station was a sight for sore eyes; however, I did always try to avoid this station as the service had always been poor. Usually, I would pull up and then wait for what seems like 5 minutes before anyone would ever acknowledge me. Looking around, there were never any other customers waiting. But, when you drive a diesel, your choices are always limited.
As I pulled into the “island” of fuel pumps, I was met by two people. One guy was apparently new on the job as he was dressed with his 76 jacket and hat and armed with a squeegee while he washed the office windows with perfection. The other guy was a surprise to me at all that he worked there. His rough shaven look and a pony tail that just barely qualified as a pony tail as his hair was way too short for such an attempt. With no jacket or hat and just a white t-shirt with no sleeves, he approached my truck with a surprisingly warm greeting.
“Fill’er up with diesel in the rear tank, please.” I said as he kindly took my keys to unlock the cap.
And then something happened that seemed to set off a million light bulbs in my head at the same time. The rough looking guy began to speak to the new guy with words that said it all. Having a difficult time getting his words out and with a stutter, he began…
“If every employee, [long drawn out pause to gather his thoughts] at every shift, [another pause] would do what they were supposed to do… [with emphasis and a hand motion like a plane soaring into the clouds] this place would meet the standards every time!”
I sat there stunned…he was so right on. But, then I began to dig deeper into his statements and started asking questions to myself…
“Does every employee actually know what they are supposed to do?” or “Do we just assume that every employee knows what they are supposed to do?” or “Have we provided clarity to each employee to understand what they are supposed to do?”
As I drove away from the station, my gut began telling me that in order for us to move forward as a company, this line of questioning needs to become front and center, especially before the busy season is upon us. In this, I want to make sure we are consistent with providing clear vision, clarity of expectation, and strong leadership within each of our business units.
As I always say, “Clarity is the antidote to anxiety.”
Driving into work that morning was an amazing experience. I couldn’t wait to get there to begin processing these questions…
What if everyone saw the vision?
What if everyone knew what they were supposed to do?
The answer to these questions could become the very competitive edge we are looking for. That’s right, I said it.
In a world of price points, high powered marketing promotions, and big box retailers, it’s what we do consistently on the front lines that will set us a part. In this, we must always seek to “audit” the supply lines. What I mean by this is at the corporate office level, there are plans, policies, and procedures that are developed. When these are completed, they are then sent out to each one of our locations with the goal of reaching every employee.
However, and sadly, they do not always effectively get to where they are going. It is in auditing this process that we are essentially auditing the “supply lines” that reach to the front lines to ensure that our staffs have the tools needed to be successful with impacting life.
So, have you audited your supply lines lately? Does every staff member have clarity on what is expected of them? Do you have clarity of what is expected of you?
How well do you and your team know the vision of that which we are seeking to accomplish?
Remember, we are in a three legged race. We need every staff member to both know and perform their role. It is not good enough in this three legged race to just connect our ankles together…for we must also place our arms around each other if we seek to move forward together and on towards to the goal of seeking to meet the needs of those who will walk through our doors each day. To win this race, we will need to remain in step with one another... one step at a time and towards the goal.
Boy, i'm sure glad that Chevron was out of diesel. If they weren't...I would have missed out.
Please feel free to post your comments. I can also be reached at: gunsim@msn.com
The Basics...
Retail Thoughts on the Road to Victory
Gunnar Simonsen
Seeking to provide constant clarity, constant consistency, and constant communication in the following areas:
Offer exceptional and consistent guest services.
How were guest services? Was I greeted? Was I asked for help? Was the store staffed appropriately? Was I thanked for shopping or for visiting the store?
By attracting, hiring, and training great staff (effective communicator, passionate about the product, product knowledge, takes the initiative, team player, efficient POS usage, and loves to SMILE.)
Were guest services reflective of these principles?
Having the right product at the right time at the right price at the right quantity at the right margins…
Did store have what I was looking for? Was product clearly priced?
By developing and executing monthly store/product promotions quarterly in advance.
What promotions were they currently running? Was staff knowledgeable about the promotions?
By offering a consistent store presentation that is clean, organized, appealing, full, and guest friendly.
What did the store look like? Did the layout make sense? Could I tell where I was in the store at all times? [effective signage] Were product displays full and appealing?
By maximizing the use of various advertising channels to maintain high frequency of public awareness of: A. who we are B. where we are C. what we are doing (what’s going on)
What type of advertising was store currently running? Was staff knowledgeable about current advertising?
By more effectively using our data to determine: A. who our customer is B. what their needs are C. to utilize marketing dollars more effectively based on this data to target our core consumer groups, increase frequency of visits, increase profitability per guest, increase guest retention and satisfaction.
Did staff ask for my email and home address? What type of data analysis are we conducting to determine our core consumer groups?
By developing and implementing on a consistent basis, local store events that effectively engages our stores and staff with the community we serve.
Was there any upcoming events scheduled? What type of events would be effective? How would one set them up?
By offering a consistent and appealing guest experience throughout the entire store.
Was experience consistent throughout store with each staff interaction and product display? What is important to this store, based on what I saw? Did staff display product knowledge?
By managing our individual budgets with personal accountability based on our individual desires to succeed and to run a profitable operation.
Do I have a clear understanding of the budget? Do I have a clear understanding of my store budget expectations? What areas of opportunity does my store have to improve? How will I work to improve these areas?
By including consistent staff development practices into each day to foster a culture of both clarity and continued growth within a positive and exciting environment.
Do I and each of my staff have a clear understanding of our individual job expectations? Do I know how to most effectively communicate with each of my staff- members? Do I take time each day to both coach and praise my staff-members? Do I make people want to work here by how I speak, act, and work? As a leader, how am I perceived? Am I perceived clearly?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Gunnar Simonsen
Seeking to provide constant clarity, constant consistency, and constant communication in the following areas:
Offer exceptional and consistent guest services.
How were guest services? Was I greeted? Was I asked for help? Was the store staffed appropriately? Was I thanked for shopping or for visiting the store?
By attracting, hiring, and training great staff (effective communicator, passionate about the product, product knowledge, takes the initiative, team player, efficient POS usage, and loves to SMILE.)
Were guest services reflective of these principles?
Having the right product at the right time at the right price at the right quantity at the right margins…
Did store have what I was looking for? Was product clearly priced?
By developing and executing monthly store/product promotions quarterly in advance.
What promotions were they currently running? Was staff knowledgeable about the promotions?
By offering a consistent store presentation that is clean, organized, appealing, full, and guest friendly.
What did the store look like? Did the layout make sense? Could I tell where I was in the store at all times? [effective signage] Were product displays full and appealing?
By maximizing the use of various advertising channels to maintain high frequency of public awareness of: A. who we are B. where we are C. what we are doing (what’s going on)
What type of advertising was store currently running? Was staff knowledgeable about current advertising?
By more effectively using our data to determine: A. who our customer is B. what their needs are C. to utilize marketing dollars more effectively based on this data to target our core consumer groups, increase frequency of visits, increase profitability per guest, increase guest retention and satisfaction.
Did staff ask for my email and home address? What type of data analysis are we conducting to determine our core consumer groups?
By developing and implementing on a consistent basis, local store events that effectively engages our stores and staff with the community we serve.
Was there any upcoming events scheduled? What type of events would be effective? How would one set them up?
By offering a consistent and appealing guest experience throughout the entire store.
Was experience consistent throughout store with each staff interaction and product display? What is important to this store, based on what I saw? Did staff display product knowledge?
By managing our individual budgets with personal accountability based on our individual desires to succeed and to run a profitable operation.
Do I have a clear understanding of the budget? Do I have a clear understanding of my store budget expectations? What areas of opportunity does my store have to improve? How will I work to improve these areas?
By including consistent staff development practices into each day to foster a culture of both clarity and continued growth within a positive and exciting environment.
Do I and each of my staff have a clear understanding of our individual job expectations? Do I know how to most effectively communicate with each of my staff- members? Do I take time each day to both coach and praise my staff-members? Do I make people want to work here by how I speak, act, and work? As a leader, how am I perceived? Am I perceived clearly?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Quick thought on clarity...
Guidelines for Success
Clarity is the antidote to anxiety
Outline Projects / Areas of Responsibility
Seek Clarity on Expectations
Seek Clarity on Individual Company Purposes / Mission
Seek Clarity on Why These Companies Were Started
This Now Becomes the Story for Each Individual Employee
Clarity will promote increased productivity
People increase production not for the sake of gaining profitability, but because of a rooted connection to the company’s cause. This clarity attached to effective budget management will increase productivity through increased morale and commitment.
In the end, these will have a greater effect on the company’s overall profit potential by maximizing the potential of each employee.
This also will have a positive impact on the company’s overall reputation and experience. Happy employees equal happy customers.
When clarity is present, focus can occur and focus is critical to ongoing success.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Clarity is the antidote to anxiety
Outline Projects / Areas of Responsibility
Seek Clarity on Expectations
Seek Clarity on Individual Company Purposes / Mission
Seek Clarity on Why These Companies Were Started
This Now Becomes the Story for Each Individual Employee
Clarity will promote increased productivity
People increase production not for the sake of gaining profitability, but because of a rooted connection to the company’s cause. This clarity attached to effective budget management will increase productivity through increased morale and commitment.
In the end, these will have a greater effect on the company’s overall profit potential by maximizing the potential of each employee.
This also will have a positive impact on the company’s overall reputation and experience. Happy employees equal happy customers.
When clarity is present, focus can occur and focus is critical to ongoing success.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Note to Managers...
What does giving our guest the best look like?
Before the store opens each day, a thorough walk through has been conducted to ensure:
All displays are neat, full, accurately priced in accordance to all current promotions
Books, Bibles, and Music are straightened and alphabetized
No projects are left undone or unattended
View the store as if YOU were the GUEST, what do you see?
Point of Sale or Guest Services – Retail is Detail – do these areas reflect this?
Every employee has read and fully understands ALL current promotions (no staff should be allowed on the sales floor without this knowledge.)
As store manager, there is a LOT you are responsible for. We understand this completely. However, ONE thing that is MOST important is that YOU are responsible for the experience of the guest. In this, we MUST be totally 100% committed to this experience by giving them our very best each day. Certainly, there are times when you are short staffed, etc. Still, our guest deserves and expects 100%.
In a previous retail life and in a department where we sold $12k in tee shirts in one day during sales events, one of my expectations throughout those BIG days was to make sure that the tee shirt table was always neat and full. This required constant attention and focus. When you sell that many tee shirts in one day, there is no doubt that it is going to get messed up and thoroughly shopped by the guest. But, we stayed on it by keeping it neat, full, as well as constantly folding and refolding the tee shirts.
Can you imagine selling that many tee shirts in one day?
But why? We were 100% committed to the experience of every single guest who walked through our doors.
It was not acceptable in that store to give anything less. It was always unacceptable to open the doors each day with both a sales floor and a backroom that was unorganized. The standards were high. And so they should be. The guest is the MOST important person on our staff. We lose them, we lose the game and therefore we will NOT meet our objectives.
Now there is another guest I need to speak of that is critical to this…
As a manager, there are essentially two people you must treat as the guest and give your all…
The guest who walks into your store to shop or browse and your employee.
In order to ensure the above occurs in a consistent manner is fully on the shoulders of YOU the manager. It is your responsibility that this gets done when you are or are not present. With this, it is absolutely 100% critical that our staff see the following three things in how we manage:
Vision
Clarity
Leadership
In offering this in our actions, it will make a HUGE impact on the success or un-success of each store location. With the effective modeling of these three, you WILL see increased morale, and when you have increased morale, you WILL have improved guest service expectations.
As a manager, are you providing vision for your store? Are you providing clarity for each employee with regards to their expectations? Are you providing leadership? Leadership is most evident when YOU the manager are not present. In this, we can see how well you have prepared your team.
Without vision, we perish.
Without clarity, there is anxiety.
Without leadership, there is chaos
To win in retail, you and we must own all three and always seek to give 100% to these areas. In this, we may discover that we are lacking on of these areas. If this is the case with you, that’s ok…just raise your flag. Communicate this with your supervisor, discuss it, set goals and benchmarks…simply evolve.
What are you modeling for your staff?
Are you present to both employee and the guest?
Are you accessible to both employee and the guest?
Would your staff know that GUEST SERVICE is top priority by watching you?
Would your staff know that GUEST SERVICE is top priority by how much time you spend on the sales floor completely focused on sales and not on putting fires out? (sidebar – if you are spending a lot of times in putting fires out, then perhaps there is not clarity present. Therefore additional training needs to occur.)
Do you set, expect, and reflect high standards for store presentation and organization?
How well do you know the product?
I know we have been sending out a barrage of emails on subjects such as these. We do this because we are 100% committed to these standards. In sending these out, we are simply further promoting clarity for what we do and expect here.
…For above all else, the greatest of what we do are these. It is not our desire to overwhelm you with more stuff to read or do. However, it is our desire to be completely clear with what we expect and where our heart is.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Before the store opens each day, a thorough walk through has been conducted to ensure:
All displays are neat, full, accurately priced in accordance to all current promotions
Books, Bibles, and Music are straightened and alphabetized
No projects are left undone or unattended
View the store as if YOU were the GUEST, what do you see?
Point of Sale or Guest Services – Retail is Detail – do these areas reflect this?
Every employee has read and fully understands ALL current promotions (no staff should be allowed on the sales floor without this knowledge.)
As store manager, there is a LOT you are responsible for. We understand this completely. However, ONE thing that is MOST important is that YOU are responsible for the experience of the guest. In this, we MUST be totally 100% committed to this experience by giving them our very best each day. Certainly, there are times when you are short staffed, etc. Still, our guest deserves and expects 100%.
In a previous retail life and in a department where we sold $12k in tee shirts in one day during sales events, one of my expectations throughout those BIG days was to make sure that the tee shirt table was always neat and full. This required constant attention and focus. When you sell that many tee shirts in one day, there is no doubt that it is going to get messed up and thoroughly shopped by the guest. But, we stayed on it by keeping it neat, full, as well as constantly folding and refolding the tee shirts.
Can you imagine selling that many tee shirts in one day?
But why? We were 100% committed to the experience of every single guest who walked through our doors.
It was not acceptable in that store to give anything less. It was always unacceptable to open the doors each day with both a sales floor and a backroom that was unorganized. The standards were high. And so they should be. The guest is the MOST important person on our staff. We lose them, we lose the game and therefore we will NOT meet our objectives.
Now there is another guest I need to speak of that is critical to this…
As a manager, there are essentially two people you must treat as the guest and give your all…
The guest who walks into your store to shop or browse and your employee.
In order to ensure the above occurs in a consistent manner is fully on the shoulders of YOU the manager. It is your responsibility that this gets done when you are or are not present. With this, it is absolutely 100% critical that our staff see the following three things in how we manage:
Vision
Clarity
Leadership
In offering this in our actions, it will make a HUGE impact on the success or un-success of each store location. With the effective modeling of these three, you WILL see increased morale, and when you have increased morale, you WILL have improved guest service expectations.
As a manager, are you providing vision for your store? Are you providing clarity for each employee with regards to their expectations? Are you providing leadership? Leadership is most evident when YOU the manager are not present. In this, we can see how well you have prepared your team.
Without vision, we perish.
Without clarity, there is anxiety.
Without leadership, there is chaos
To win in retail, you and we must own all three and always seek to give 100% to these areas. In this, we may discover that we are lacking on of these areas. If this is the case with you, that’s ok…just raise your flag. Communicate this with your supervisor, discuss it, set goals and benchmarks…simply evolve.
What are you modeling for your staff?
Are you present to both employee and the guest?
Are you accessible to both employee and the guest?
Would your staff know that GUEST SERVICE is top priority by watching you?
Would your staff know that GUEST SERVICE is top priority by how much time you spend on the sales floor completely focused on sales and not on putting fires out? (sidebar – if you are spending a lot of times in putting fires out, then perhaps there is not clarity present. Therefore additional training needs to occur.)
Do you set, expect, and reflect high standards for store presentation and organization?
How well do you know the product?
I know we have been sending out a barrage of emails on subjects such as these. We do this because we are 100% committed to these standards. In sending these out, we are simply further promoting clarity for what we do and expect here.
…For above all else, the greatest of what we do are these. It is not our desire to overwhelm you with more stuff to read or do. However, it is our desire to be completely clear with what we expect and where our heart is.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
The Bowl
“The Bowl”
g.simonsen
For several years, I have eaten lunch at the Teriyaki Bowl down
the street. Sure, from time to time, I would grow tired of the same
food and venture to a new place, but, I would always come back.
Recently, I have begun to ask why.
What is it about this place that keeps bringing me back? Was it the friendly owner? Was it the fact she always knows what I want? Was it the fact that she always had a smile? I mean, let’s face it… the chicken bowl they served wasn’t the best. There were better chicken bowls out there. There were even cheaper chicken bowls out there.
This place just seemed to be the most convenient. Depending on the time of day, I could be in and out, and back to work in 30 minutes!
Pondering this question...
Something else dawned on me…
Why is it that every time I go to this restaurant, I bus my own
table? Where else do you bus your own table? I mean, nobody ever told me to bus my table. There are no signs that ask me to bus my own table. I am not expected to do it. It’s
just seems to be the right thing to do. I simply, get up, and walk my plate, cup, and utensils to the dirty dish tubs, say goodbye, and then leave.
How bizarre!
“But why?” I ask.
As I further investigate my hearts longing for the truth, I begin to realize the truth…
Perhaps, something has happened that could not be found in a business plan or a marketing strategy...
It is something that only has value when authenticity is present… Perhaps, that which continues to bring me back… is that which has been “sown” into “me” the customer… Great service and warm hospitality…
The owner of this teriyaki restaurant is simply reaping what they have sown.
So, as we in Christian retail continue to discuss great ideas for reaching the customer…or, great ideas for driving the customer into our stores…
Let’s not forget to ask what we are doing with them once they enter our stores.
Friends, it’s an everyday thing…it’s an every customer who walks through our doors thing… You reap what you sow. So, what are you sowing into your customers?
We can spend all the money on marketing in the world, but, if we sow poor service???
It’s too easy to “fall asleep” on your shift. It’s too easy being comfortable. We get to work, put on our favorite CD, grab our favorite book, and open the doors for business. All the while, people come in and out of our presence each day.
In Christian retail, we have an exciting opportunity with each customer. Quite frankly, with this joy we carry inside, it should be an opportunity shared with expectation to impact the heart of each customer with service that reflects Christ. It’s consistently being who we should be. Too often, we miss opportunities. We fall asleep, we go through the motions, and we get comfortable.
Are you and your staff awake and ready?
If you are…don’t be surprised if customers start “bussing your tables.”
Please feel free to post your comments. I can be reached at: gunsim@msn.com
g.simonsen
For several years, I have eaten lunch at the Teriyaki Bowl down
the street. Sure, from time to time, I would grow tired of the same
food and venture to a new place, but, I would always come back.
Recently, I have begun to ask why.
What is it about this place that keeps bringing me back? Was it the friendly owner? Was it the fact she always knows what I want? Was it the fact that she always had a smile? I mean, let’s face it… the chicken bowl they served wasn’t the best. There were better chicken bowls out there. There were even cheaper chicken bowls out there.
This place just seemed to be the most convenient. Depending on the time of day, I could be in and out, and back to work in 30 minutes!
Pondering this question...
Something else dawned on me…
Why is it that every time I go to this restaurant, I bus my own
table? Where else do you bus your own table? I mean, nobody ever told me to bus my table. There are no signs that ask me to bus my own table. I am not expected to do it. It’s
just seems to be the right thing to do. I simply, get up, and walk my plate, cup, and utensils to the dirty dish tubs, say goodbye, and then leave.
How bizarre!
“But why?” I ask.
As I further investigate my hearts longing for the truth, I begin to realize the truth…
Perhaps, something has happened that could not be found in a business plan or a marketing strategy...
It is something that only has value when authenticity is present… Perhaps, that which continues to bring me back… is that which has been “sown” into “me” the customer… Great service and warm hospitality…
The owner of this teriyaki restaurant is simply reaping what they have sown.
So, as we in Christian retail continue to discuss great ideas for reaching the customer…or, great ideas for driving the customer into our stores…
Let’s not forget to ask what we are doing with them once they enter our stores.
Friends, it’s an everyday thing…it’s an every customer who walks through our doors thing… You reap what you sow. So, what are you sowing into your customers?
We can spend all the money on marketing in the world, but, if we sow poor service???
It’s too easy to “fall asleep” on your shift. It’s too easy being comfortable. We get to work, put on our favorite CD, grab our favorite book, and open the doors for business. All the while, people come in and out of our presence each day.
In Christian retail, we have an exciting opportunity with each customer. Quite frankly, with this joy we carry inside, it should be an opportunity shared with expectation to impact the heart of each customer with service that reflects Christ. It’s consistently being who we should be. Too often, we miss opportunities. We fall asleep, we go through the motions, and we get comfortable.
Are you and your staff awake and ready?
If you are…don’t be surprised if customers start “bussing your tables.”
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Show me the Socks!
SHOW ME THE SOCKS!
g.simonsen
Not long ago, I was on my way to the airport. I was dressed business casual, however I
was missing something…dress socks. The dress shoes I was wearing just didn’t seem to
feel right with bare feet.
So, I pulled into a store to pick up a pair…
As I walked into this large store that carries everything from music to food to plants to
hardware to clothes to socks, I entered the first department just inside the door. It was still
early, so staffing was light. I made my way up to the counter where an employee was
busy putting stock away. Quickly noticing me, he immediately stopped what he was
doing.
“Can I help you?” he said. “Where do y’all carry your dress socks?” I replied. “Yes,
those are displayed over in our clothes department” he answered. “Are you familiar with
our store?” he asked. “It’s been a while” I said. “Here, I’ll show you” he said as he
proceeded to walk me across the entire store ending directly in front of the dress socks.
“This is great. I’ll take it from here” I told him. “No problem. Have a great day” he said
as he made his way back across the store. “What service” I thought.
I never felt so excited to buy a pair of socks!
In one of my previous articles, “The Bowl” I made the following statement:
“Too often, we miss opportunities. We fall asleep, we go through the motions, and we get
comfortable.”
If our opportunity in Christian retail is to impact the heart of each customer, what effect
does it have if we do fall asleep?
Not long ago my family and I went on a short vacation to a small town. One day as we
were shopping, I noticed a bookstore. I walked into this store with the cracked sign out
front. In the store, it was just I, another lady, and her daughter. The store was silent with
one sales associate standing behind the counter in the back. As I walked down the center
aisle toward the counter, I greeted the employee as I came within 5 feet of the register.
Meanwhile, the mother and her daughter continued looking for a Bible, I am not sure
they were even noticed as they left shortly after.
However, one thing for sure is: I came and went, initiating communication twice, “Hi”
and “Bye.”
Now, I know sometimes we get busy… ringing phones, other customers, etc. But, in this
case, it was just me, a lady, her daughter, and of course the clerk behind the counter
observing us.
What would have happened if the “Sockman” worked at this store? Chances are 3 people would have gone from being foot traffic to an actual transaction. In its simplest form… this is called conversion rate.
Want to make your marketing dollars count? Increase your conversion rate.
Want to increase your sales? Increase your conversion rate.
Want customers coming back for more? Hire the Sockman.
Want to impact hearts? Show me the “socks!”
Please feel free to post your comments. I can be reached at: gunsim@msn.com
g.simonsen
Not long ago, I was on my way to the airport. I was dressed business casual, however I
was missing something…dress socks. The dress shoes I was wearing just didn’t seem to
feel right with bare feet.
So, I pulled into a store to pick up a pair…
As I walked into this large store that carries everything from music to food to plants to
hardware to clothes to socks, I entered the first department just inside the door. It was still
early, so staffing was light. I made my way up to the counter where an employee was
busy putting stock away. Quickly noticing me, he immediately stopped what he was
doing.
“Can I help you?” he said. “Where do y’all carry your dress socks?” I replied. “Yes,
those are displayed over in our clothes department” he answered. “Are you familiar with
our store?” he asked. “It’s been a while” I said. “Here, I’ll show you” he said as he
proceeded to walk me across the entire store ending directly in front of the dress socks.
“This is great. I’ll take it from here” I told him. “No problem. Have a great day” he said
as he made his way back across the store. “What service” I thought.
I never felt so excited to buy a pair of socks!
In one of my previous articles, “The Bowl” I made the following statement:
“Too often, we miss opportunities. We fall asleep, we go through the motions, and we get
comfortable.”
If our opportunity in Christian retail is to impact the heart of each customer, what effect
does it have if we do fall asleep?
Not long ago my family and I went on a short vacation to a small town. One day as we
were shopping, I noticed a bookstore. I walked into this store with the cracked sign out
front. In the store, it was just I, another lady, and her daughter. The store was silent with
one sales associate standing behind the counter in the back. As I walked down the center
aisle toward the counter, I greeted the employee as I came within 5 feet of the register.
Meanwhile, the mother and her daughter continued looking for a Bible, I am not sure
they were even noticed as they left shortly after.
However, one thing for sure is: I came and went, initiating communication twice, “Hi”
and “Bye.”
Now, I know sometimes we get busy… ringing phones, other customers, etc. But, in this
case, it was just me, a lady, her daughter, and of course the clerk behind the counter
observing us.
What would have happened if the “Sockman” worked at this store? Chances are 3 people would have gone from being foot traffic to an actual transaction. In its simplest form… this is called conversion rate.
Want to make your marketing dollars count? Increase your conversion rate.
Want to increase your sales? Increase your conversion rate.
Want customers coming back for more? Hire the Sockman.
Want to impact hearts? Show me the “socks!”
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Make a Difference!
Make a Difference!
g.simonsen
Up the street from my house a new corner drugstore just opened up. Two days
after the BIG grand opening, I ventured in.
My initial thought as I walked through the front doors, were that this wasn’t really
any different from the other drugstore up the street. Not one staff person to be
found. It was a ghost town.
Unfortunately, this was after viewing what was apparently the new store’s
attempt at setting a record for the “most garbage in a garbage can.” Somebody
seriously needed to consider calling Guinness World Book of Records.
From there, I wandered through the store. With an obvious “lost” look on my face,
I found my way down an aisle. At the same time, at the opposite end of the aisle,
a staff person made their way towards me.
The first words spoken to me since entering this NEW store were…”excuse me.”
This was as the employee bent over to grab a two liter of pop he was buying for
himself.
For a brief moment, I thought about leaving. But, I was already there and needed
just one thing. Thanks to the overhead signage, and a few extra minutes, I found
what I was looking for and made my way over to the cash register.
I then got in line behind my friend from the pop aisle who was making his prized
purchase. As they finished up their brief discussion, apparently it was now my turn to move
to the head of the line.
And there she was, a young girl with a BIG button on. It read something to the
effect of, “in training to give you good service.”
Bless her heart as she awkwardly stumbled through my transaction. There she
was, all by herself. I tried to “pump” her up by asking about the grand opening.
Unfortunately, it was to no avail.
It was an awkward moment. Here I am the customer, trying to make her day. She
just seemed so uncomfortable. And yet, having to wear that BIG button!
So, what about that BIG button? I couldn’t help but ask myself…where was her
training, and where was my service?
And poor Mr. Soft Drink, I think he was just too thirsty to even realize I was there.
As I drove home, I thought…”What a sad way to start off a new store.”
In Christian retail, everything matters… and it should.
Do we reflect Christ by how are store looks?
Do we give our staff adequate training?
Do we hire out of desperation or take the time to find the right person?
All of these things do make a difference.
Sometimes, we have only one opportunity to impact a customer.
We can impact them for the good, or, we can impact them for the bad.
Consistently exceptional service coupled with an electric atmosphere is crucial.
In Christian retail, we MUST lead the way. For, it is Christ whom we serve.
Together, we can ALL make a difference…
Together, we have an opportunity to impact the heart of each customer…one
customer at a time.
What type of impact will you make?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
g.simonsen
Up the street from my house a new corner drugstore just opened up. Two days
after the BIG grand opening, I ventured in.
My initial thought as I walked through the front doors, were that this wasn’t really
any different from the other drugstore up the street. Not one staff person to be
found. It was a ghost town.
Unfortunately, this was after viewing what was apparently the new store’s
attempt at setting a record for the “most garbage in a garbage can.” Somebody
seriously needed to consider calling Guinness World Book of Records.
From there, I wandered through the store. With an obvious “lost” look on my face,
I found my way down an aisle. At the same time, at the opposite end of the aisle,
a staff person made their way towards me.
The first words spoken to me since entering this NEW store were…”excuse me.”
This was as the employee bent over to grab a two liter of pop he was buying for
himself.
For a brief moment, I thought about leaving. But, I was already there and needed
just one thing. Thanks to the overhead signage, and a few extra minutes, I found
what I was looking for and made my way over to the cash register.
I then got in line behind my friend from the pop aisle who was making his prized
purchase. As they finished up their brief discussion, apparently it was now my turn to move
to the head of the line.
And there she was, a young girl with a BIG button on. It read something to the
effect of, “in training to give you good service.”
Bless her heart as she awkwardly stumbled through my transaction. There she
was, all by herself. I tried to “pump” her up by asking about the grand opening.
Unfortunately, it was to no avail.
It was an awkward moment. Here I am the customer, trying to make her day. She
just seemed so uncomfortable. And yet, having to wear that BIG button!
So, what about that BIG button? I couldn’t help but ask myself…where was her
training, and where was my service?
And poor Mr. Soft Drink, I think he was just too thirsty to even realize I was there.
As I drove home, I thought…”What a sad way to start off a new store.”
In Christian retail, everything matters… and it should.
Do we reflect Christ by how are store looks?
Do we give our staff adequate training?
Do we hire out of desperation or take the time to find the right person?
All of these things do make a difference.
Sometimes, we have only one opportunity to impact a customer.
We can impact them for the good, or, we can impact them for the bad.
Consistently exceptional service coupled with an electric atmosphere is crucial.
In Christian retail, we MUST lead the way. For, it is Christ whom we serve.
Together, we can ALL make a difference…
Together, we have an opportunity to impact the heart of each customer…one
customer at a time.
What type of impact will you make?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Make Your Moments...Make a Difference
Make your moments…make a difference
g.simonsen
I didn't get her name, but the quiet young female with an unsure look
on her face walked into our store one slow afternoon. She was looking
for books on hope and comfort. Before I continue, allow me to rewind
to the beginning of this particular day.
Just before we open each day our staff gathers for a brief devotion and
prayer time for the day. Each week we share a scripture verse that we
focus on each day. I ask the staff to look for ways to reflect it to each
other and to our customers. On this day, our scripture reference was
the latter half of Psalm 23:4... "You are with me"
As the day began, it got busy early before an early afternoon lull hit. I
got running into circles and honestly forgot and wasn't thinking about
our scripture verse.
Standing in the middle of our store talking to this young female about
finding some books on hope and comfort, she then told me, "Do you
remember hearing about an accident on the way to the beach on May
25?" "I lost my whole family in that accident. I was the only one to
survive." My heart broke right there as I stood there talking to her.
We needed to find something for her. I told her of a few books I had in
mind and quickly ran to fetch them. As I ran to get the books, a book
that I had never opened before caught my eyes. I just knew the title
and the author. I grabbed that book too.
When I returned to the customer, this book I never opened before was
at the top of the heap. When I randomly opened it in front of the
customer, it opened near the middle to a page that had in large writing
on it, "YOU ARE WITH ME."
It was like a thousand arrows hit their mark simultaneously.
From there, one of our fine associates took over in assisting this
customer. What an honor to help this customer. Since the accident it
was only the fourth time she went anywhere.
Everyday we are faced with these opportunities. Unfortunately,
everyday we can easily miss these opportunities.
Opportunities to BE THERE for someone… Opportunities to MAKE
SOMEONE’S DAY. My good retail friends…they surround us everyday.
Perhaps they are standing over in the music section of your store.
Perhaps, they are one of us?
Everyday, life happens. In Christian retail, we have an awesome opportunity
to make a difference.
Will you make your moments make a difference?
It is too easy to get comfortable and go through the motions. As you
have just read, I certainly got running in circles.
Make your moments make a difference…you never know who might have
just walked into your store.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
g.simonsen
I didn't get her name, but the quiet young female with an unsure look
on her face walked into our store one slow afternoon. She was looking
for books on hope and comfort. Before I continue, allow me to rewind
to the beginning of this particular day.
Just before we open each day our staff gathers for a brief devotion and
prayer time for the day. Each week we share a scripture verse that we
focus on each day. I ask the staff to look for ways to reflect it to each
other and to our customers. On this day, our scripture reference was
the latter half of Psalm 23:4... "You are with me"
As the day began, it got busy early before an early afternoon lull hit. I
got running into circles and honestly forgot and wasn't thinking about
our scripture verse.
Standing in the middle of our store talking to this young female about
finding some books on hope and comfort, she then told me, "Do you
remember hearing about an accident on the way to the beach on May
25?" "I lost my whole family in that accident. I was the only one to
survive." My heart broke right there as I stood there talking to her.
We needed to find something for her. I told her of a few books I had in
mind and quickly ran to fetch them. As I ran to get the books, a book
that I had never opened before caught my eyes. I just knew the title
and the author. I grabbed that book too.
When I returned to the customer, this book I never opened before was
at the top of the heap. When I randomly opened it in front of the
customer, it opened near the middle to a page that had in large writing
on it, "YOU ARE WITH ME."
It was like a thousand arrows hit their mark simultaneously.
From there, one of our fine associates took over in assisting this
customer. What an honor to help this customer. Since the accident it
was only the fourth time she went anywhere.
Everyday we are faced with these opportunities. Unfortunately,
everyday we can easily miss these opportunities.
Opportunities to BE THERE for someone… Opportunities to MAKE
SOMEONE’S DAY. My good retail friends…they surround us everyday.
Perhaps they are standing over in the music section of your store.
Perhaps, they are one of us?
Everyday, life happens. In Christian retail, we have an awesome opportunity
to make a difference.
Will you make your moments make a difference?
It is too easy to get comfortable and go through the motions. As you
have just read, I certainly got running in circles.
Make your moments make a difference…you never know who might have
just walked into your store.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Celebrate the Goodbye
Celebrate the Goodbye!
g.simonsen
As we left the store on this dark and gloomy day, the smile on my face was as wide as the
moon.
Today, my dad bought me my first driver golf club and he would not be denied his first
opportunity to take me golfing to test this new club out. The rain was hard. The wind was
fierce. We even saw lightning strike a power line on our way to the course.
This was golf in Oregon. This was golf with dad. This was for the love of the game.
A father and son… A new club…
We arrived at the small 9 hole golf course located out in the country. The parking lot was
empty. We had the whole course to ourselves as the stormy weather had kept other
golfers away. The first hole was a short par 4 and straight as an arrow. A metal framed
barn sat in the near distance, just past the green about 150 yards… to the left, a country
road. We made our way to the green, the rain washing us clean as the wind howled past
us on every side.
There we were… just dad and me.
As I stood over my ball preparing to putt, dad was shuffling through his clubs to find his
putter.
“SLAM!”
The metal framed barn across the way just got hit with lightning! Too shocked to be
scared, I scrambled to throw my putter in my bag. No sooner than I could do that, I
turned to see what all the commotion was behind me. In a flash, several clubs had fallen
out of dad’s bag. He quickly picked them up and proceeded to run faster then I have ever
seen him run in my life!
Normal protocol for a kid my age was to be overwhelmed with fear. However, thanks to
dad’s sprint to the club house, I found myself laughing out loud as I tried to keep up with
a sprint of my own. As we arrived at the clubhouse, my dad, slightly irritated at my
laughing as well as my lack of urgency, sought out a “rain-check” for another day.
We did play another course that day. We just waited for the lightning to stop.
And so it was growing up with dad.
Four years ago I lost my father, yet today, I have this memory.
~~~~~~~~~~
In retail, our schedule revolves around holidays, but every day we have product with
eternal value, we have products that can make memories.
Never underestimate this.
A close friend of mine who manages a retail clothing store once shared with me a brief
conversation she had with an employee of hers who had become stressed out about an
item. She simply told the employee…”Relax, we’re just selling shirts; we’re not
performing heart surgery!” Point taken.
However, in Christian retail, in a way…we are in the “transforming” hearts business,
with products and service that should seek to consistently reflect our lives in Christ Jesus.
You just never know how this product will be used once it leaves the store. Friends, we
don’t sell golf clubs, but we do sell product with a Christian message.
With products and service that consistently reflects Christ…who knows what memory
you might help make…
When that next customer leaves your store, celebrate the possibilities!
Celebrate the goodbye…chances are...a memory is about to be made.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
g.simonsen
As we left the store on this dark and gloomy day, the smile on my face was as wide as the
moon.
Today, my dad bought me my first driver golf club and he would not be denied his first
opportunity to take me golfing to test this new club out. The rain was hard. The wind was
fierce. We even saw lightning strike a power line on our way to the course.
This was golf in Oregon. This was golf with dad. This was for the love of the game.
A father and son… A new club…
We arrived at the small 9 hole golf course located out in the country. The parking lot was
empty. We had the whole course to ourselves as the stormy weather had kept other
golfers away. The first hole was a short par 4 and straight as an arrow. A metal framed
barn sat in the near distance, just past the green about 150 yards… to the left, a country
road. We made our way to the green, the rain washing us clean as the wind howled past
us on every side.
There we were… just dad and me.
As I stood over my ball preparing to putt, dad was shuffling through his clubs to find his
putter.
“SLAM!”
The metal framed barn across the way just got hit with lightning! Too shocked to be
scared, I scrambled to throw my putter in my bag. No sooner than I could do that, I
turned to see what all the commotion was behind me. In a flash, several clubs had fallen
out of dad’s bag. He quickly picked them up and proceeded to run faster then I have ever
seen him run in my life!
Normal protocol for a kid my age was to be overwhelmed with fear. However, thanks to
dad’s sprint to the club house, I found myself laughing out loud as I tried to keep up with
a sprint of my own. As we arrived at the clubhouse, my dad, slightly irritated at my
laughing as well as my lack of urgency, sought out a “rain-check” for another day.
We did play another course that day. We just waited for the lightning to stop.
And so it was growing up with dad.
Four years ago I lost my father, yet today, I have this memory.
~~~~~~~~~~
In retail, our schedule revolves around holidays, but every day we have product with
eternal value, we have products that can make memories.
Never underestimate this.
A close friend of mine who manages a retail clothing store once shared with me a brief
conversation she had with an employee of hers who had become stressed out about an
item. She simply told the employee…”Relax, we’re just selling shirts; we’re not
performing heart surgery!” Point taken.
However, in Christian retail, in a way…we are in the “transforming” hearts business,
with products and service that should seek to consistently reflect our lives in Christ Jesus.
You just never know how this product will be used once it leaves the store. Friends, we
don’t sell golf clubs, but we do sell product with a Christian message.
With products and service that consistently reflects Christ…who knows what memory
you might help make…
When that next customer leaves your store, celebrate the possibilities!
Celebrate the goodbye…chances are...a memory is about to be made.
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Be There
Be There
g.simonsen
Her name was Charlie; she was a lift driver for our local transit company. By appearance and posture, I got the picture that the world could easily have written her off, as if she lives her days without anyone noticing. But not Charlie, she found her place picking up the physically handicapped and the elderly every day. She told me that she made it a point to pray for them, especially the regulars. By the way, Charlie was looking for a specific book topic that none of us had any idea about.
But, we kept looking; there was something about Charlie that made you want to keep looking.
We ended up finding one book on the computer that looked like the right one; we just had no idea where it was.
But, we kept looking.
We found the book and Charlie bought it. She then left, as we all were excited that the mission appeared to be accomplished.
But the story doesn't end there. Charlie came back.
She motioned me to step out side and proceeded to share with me that she in discouragement cried out to God that morning that He would use someone to encourage her, to lift up her head. She said He did, it was us. From there she walked off into the parking lot, she had found what she was looking for.
Thank God we kept looking.
Sometimes it might be that word you say, while other times, it is a simple acknowledgement that says, “I see you.”
Isn’t that what we all want…to be acknowledged… to feel like someone cares. Sure the world might be moving a zillion miles per hour. But, somehow, that sales associate or that radio dj made me feel like it was just me.
Visiting one of the worlds only 24 hour Starbucks, I ventured in for my soy no water chai. It was early in the morning and the place was bouncing off the walls with energy. Filled with eager customers, ready to start the day, it was loud as the walls echoed with conversations, laughter, and coffee machines. But, somehow, that didn’t seem to phase the girl taking my order. She simply looked me in the eye and asked, “What can I get for you?”
It was a rare experience as I was made to feel like she really cared about me. It was my turn in line. Behind me, there seemed to be another 14000 customers, as more poured in and others waited patiently for their drinks. All the while the girl taking my order simply tuned them out and focused on me.
“How often does this happen?” I thought as I replied with my standard, “Grande, soy no water chai please.”
How often do we seem distracted or disinterested in the person we are talking to or the customer with that need? Many times, we don’t even realize we are doing it.
Do you really want to make a difference in a life today? Give them your undivided attention. Be there for them.
When your not…it’s obvious.
Please free to post your comments. I can be reached at: gunsim@msn.com
g.simonsen
Her name was Charlie; she was a lift driver for our local transit company. By appearance and posture, I got the picture that the world could easily have written her off, as if she lives her days without anyone noticing. But not Charlie, she found her place picking up the physically handicapped and the elderly every day. She told me that she made it a point to pray for them, especially the regulars. By the way, Charlie was looking for a specific book topic that none of us had any idea about.
But, we kept looking; there was something about Charlie that made you want to keep looking.
We ended up finding one book on the computer that looked like the right one; we just had no idea where it was.
But, we kept looking.
We found the book and Charlie bought it. She then left, as we all were excited that the mission appeared to be accomplished.
But the story doesn't end there. Charlie came back.
She motioned me to step out side and proceeded to share with me that she in discouragement cried out to God that morning that He would use someone to encourage her, to lift up her head. She said He did, it was us. From there she walked off into the parking lot, she had found what she was looking for.
Thank God we kept looking.
Sometimes it might be that word you say, while other times, it is a simple acknowledgement that says, “I see you.”
Isn’t that what we all want…to be acknowledged… to feel like someone cares. Sure the world might be moving a zillion miles per hour. But, somehow, that sales associate or that radio dj made me feel like it was just me.
Visiting one of the worlds only 24 hour Starbucks, I ventured in for my soy no water chai. It was early in the morning and the place was bouncing off the walls with energy. Filled with eager customers, ready to start the day, it was loud as the walls echoed with conversations, laughter, and coffee machines. But, somehow, that didn’t seem to phase the girl taking my order. She simply looked me in the eye and asked, “What can I get for you?”
It was a rare experience as I was made to feel like she really cared about me. It was my turn in line. Behind me, there seemed to be another 14000 customers, as more poured in and others waited patiently for their drinks. All the while the girl taking my order simply tuned them out and focused on me.
“How often does this happen?” I thought as I replied with my standard, “Grande, soy no water chai please.”
How often do we seem distracted or disinterested in the person we are talking to or the customer with that need? Many times, we don’t even realize we are doing it.
Do you really want to make a difference in a life today? Give them your undivided attention. Be there for them.
When your not…it’s obvious.
Please free to post your comments. I can be reached at: gunsim@msn.com
Memo to our employees...
Christian Supply…impacting life
Thoughts from the desk of Gunnar Simonsen
Impacting life…you may have noticed recently that we have made a slight revision to our company logo. What you now read is the statement…”Impacting Life.”
But what does this mean or what does this look like? The word impact could either be used in the context of good or bad.
Bad in the context of a meteorite impacting the planet, the impact of two vehicles in an accident, the impact steroid usage will have on baseball, the impact of another corporate scandal on the stock market, or sadly still from our realm…the impact of bad customer service.
We’ve all been there…the restaurant where we can’t seem to get the time of day from the server, or better yet, the bookstore I once visited where I walked right up to the counter and was within 2 feet of the associate and not once did he look up and acknowledge me. Apparently in that case, he was too busy playing on the internet at the cash wrap to notice me.
In some cases, it was not in what they did, but in what they didn’t do. While with others, it wasn’t really about what they said, but how they said it. Body language, tone of voice, lack of eye contact, posture in which they stood, all of which can scream, “YOU ARE NOT IMPORTANT!”
Other cases find us on the outside looking in as a group of sales associates cluster together laughing it up and having a great time as we the customer scramble to be noticed and get some help.
Have you ever found yourself in this position as a customer?
All of which made a bad impression, left a bad taste in our mouth, or simply put…had a negative impact on us.
But when we at Christian Supply say, “Impacting Life” what do we mean? What does that look like? What’s in the name? Who’s in the name?
At the very core of impacting life, I believe we will find the following when placed in the context of who’s in the name…
“We love each other as a result of His loving us first.” - 1 John 4:19
“God showed how much He loved us by sending His only Son into the world so that we might have eternal life through Him. This is real love. It is not that we loved God, but that He loved us and sent His Son as a sacrifice to take away our sins.” - 1 John 4:9-10
Was there no greater impact on this world but when the final words were spoken…
“It is finished.”
It was at that point in time that life as we knew it changed forever. And it was at that point of impact on our very own hearts that our lives would be changed forever.
It is true…the stone has rolled away!
However, I realize that we are only mere humans and that sometimes we have bad days. The car broke down on the way to work, ate a bad taco and couldn’t sleep last night, had an argument with a friend or spouse, bills are due with no way to pay them, life happens.
Life happens and yet, we have to go to work and impact life…how?
“As soon as Jesus heard the news, [the death of John the Baptist] He went off by Himself in a boat to a remote area to be alone. But the crowds heard where He was headed and followed by land from many villages. A vast crowd was there as He stepped from the boat, and He had compassion on them and healed their sick.” - Matthew 14:13-14
The funny thing is that impacting life is not just about who we are at work, but who we are period. It’s not about putting on and taking off a hat that reads, “Impacting Life.”
In this case, Jesus just wanted to get away. I’m sure it was quite emotional for Him with learning that John the Baptist was killed. Yet still, when He stepped off that boat, He had compassion on the people. Perhaps, someone the likes of you or I was in that crowd? Perhaps, it was us that were on the other side of that compassion. What love He showed for you and I? And all the while, He went to be alone and yet He put His needs aside and replaced them with our needs and had compassion on us…all of which screams, “YOU ARE IMPORTANT!”
What if that server from the restaurant gave us the time of day? What if that associate stopped what he was doing and looked up and acknowledged me?
What if…
“For I was hungry, and you fed me. I was thirsty, and you gave me a drink. I was a stranger, and you invited me into your home. I was naked, and you gave me clothing. I was sick, and you cared for me. I was in prison, and you visited me.” – Matthew 25:35-36
…and yet…
“If I could speak in any language in heaven or on earth but didn’t love others, I would only be making meaningless noise like a loud gong or a clanging symbol.”
- 1 Corinthians 13:1
“We love each other as a result of His loving us first.” - 1 John 4:19
I don’t know about you, but I want to walk daily in His love, I want to be impacted daily by His love that I might impact others with His love. I don’t want to be a loud gong or a clanging symbol. No offense to marching bands.
With this, it is also important to note that this is not about the act of good works for we are saved by grace and not by works, but that of a heart changed and impacted by the love of Christ and the result of this impact causing a ripple effect that will impact the lives of others through us.
In other words…good works as a result of this real love we now find inside our hearts and not good works to attain this real love we may not find inside our hearts.
When fully realized, this love is an unstoppable force. …A force that can stop people in their tracks, a force that can change the course of life as we know it.
At Christian Supply, let’s together seek to unleash this unstoppable force by seeking daily to impact life by impacting hearts with products and service that consistently reflects our life in Christ Jesus.
Let’s together seek daily to step out of that boat and have compassion on each other and others. May our lives seek to be a reflection of His love for us and in us. Because, I don’t know about you, but if left to myself, it would be just that, about myself and not that of others. Oh how we need Him every day.
What does this look like?
Greeting, Acknowledging, Serving, Listening, Thanking…
What would you add to this list?
And who shall we greet, acknowledge, serve, listen, and thank?
Customer, UPS driver, Postal worker, Each other, Restaurant Server, Family, Friends, The Hungry, The Thirsty, The Stranger, The Naked, The Sick, The Prisoner…
Why?
“We love each other as a result of His loving us first.” - 1 John 4:19
But, can this culture actually exist within a business?
At Christian Supply, it is true…we are a business and need to function as a business. It is crucial that we are good stewards of that in which we are entrusted. We should always seek to work towards being a profitable company. We have been given a lot that has afforded us all the opportunity to come and do what we do each day. A fair return on this investment is a fair expectation.
With this, many times I am asked by employees about how are we doing as a business and what can they do to help meet our objectives? My response…
Impact hearts with products and service that consistently reflect our life in Christ Jesus…therefore, go and impact life.
To be a profitable business is a great thing, to see the value of people and make an impact on them with the love of Christ because He first loved us…priceless.
It can be done. They can co-exist. It starts with you and me, but it is not about you and me. And it is not just about developing a culture within a business either; it’s about “developing” this culture within our hearts 24/7 and not just 20-40 hours per week at work. This is life…this is real love unleashed and unstoppable and He is the developer.
At Christian Supply…we are about impacting life. Will you join me?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Thoughts from the desk of Gunnar Simonsen
Impacting life…you may have noticed recently that we have made a slight revision to our company logo. What you now read is the statement…”Impacting Life.”
But what does this mean or what does this look like? The word impact could either be used in the context of good or bad.
Bad in the context of a meteorite impacting the planet, the impact of two vehicles in an accident, the impact steroid usage will have on baseball, the impact of another corporate scandal on the stock market, or sadly still from our realm…the impact of bad customer service.
We’ve all been there…the restaurant where we can’t seem to get the time of day from the server, or better yet, the bookstore I once visited where I walked right up to the counter and was within 2 feet of the associate and not once did he look up and acknowledge me. Apparently in that case, he was too busy playing on the internet at the cash wrap to notice me.
In some cases, it was not in what they did, but in what they didn’t do. While with others, it wasn’t really about what they said, but how they said it. Body language, tone of voice, lack of eye contact, posture in which they stood, all of which can scream, “YOU ARE NOT IMPORTANT!”
Other cases find us on the outside looking in as a group of sales associates cluster together laughing it up and having a great time as we the customer scramble to be noticed and get some help.
Have you ever found yourself in this position as a customer?
All of which made a bad impression, left a bad taste in our mouth, or simply put…had a negative impact on us.
But when we at Christian Supply say, “Impacting Life” what do we mean? What does that look like? What’s in the name? Who’s in the name?
At the very core of impacting life, I believe we will find the following when placed in the context of who’s in the name…
“We love each other as a result of His loving us first.” - 1 John 4:19
“God showed how much He loved us by sending His only Son into the world so that we might have eternal life through Him. This is real love. It is not that we loved God, but that He loved us and sent His Son as a sacrifice to take away our sins.” - 1 John 4:9-10
Was there no greater impact on this world but when the final words were spoken…
“It is finished.”
It was at that point in time that life as we knew it changed forever. And it was at that point of impact on our very own hearts that our lives would be changed forever.
It is true…the stone has rolled away!
However, I realize that we are only mere humans and that sometimes we have bad days. The car broke down on the way to work, ate a bad taco and couldn’t sleep last night, had an argument with a friend or spouse, bills are due with no way to pay them, life happens.
Life happens and yet, we have to go to work and impact life…how?
“As soon as Jesus heard the news, [the death of John the Baptist] He went off by Himself in a boat to a remote area to be alone. But the crowds heard where He was headed and followed by land from many villages. A vast crowd was there as He stepped from the boat, and He had compassion on them and healed their sick.” - Matthew 14:13-14
The funny thing is that impacting life is not just about who we are at work, but who we are period. It’s not about putting on and taking off a hat that reads, “Impacting Life.”
In this case, Jesus just wanted to get away. I’m sure it was quite emotional for Him with learning that John the Baptist was killed. Yet still, when He stepped off that boat, He had compassion on the people. Perhaps, someone the likes of you or I was in that crowd? Perhaps, it was us that were on the other side of that compassion. What love He showed for you and I? And all the while, He went to be alone and yet He put His needs aside and replaced them with our needs and had compassion on us…all of which screams, “YOU ARE IMPORTANT!”
What if that server from the restaurant gave us the time of day? What if that associate stopped what he was doing and looked up and acknowledged me?
What if…
“For I was hungry, and you fed me. I was thirsty, and you gave me a drink. I was a stranger, and you invited me into your home. I was naked, and you gave me clothing. I was sick, and you cared for me. I was in prison, and you visited me.” – Matthew 25:35-36
…and yet…
“If I could speak in any language in heaven or on earth but didn’t love others, I would only be making meaningless noise like a loud gong or a clanging symbol.”
- 1 Corinthians 13:1
“We love each other as a result of His loving us first.” - 1 John 4:19
I don’t know about you, but I want to walk daily in His love, I want to be impacted daily by His love that I might impact others with His love. I don’t want to be a loud gong or a clanging symbol. No offense to marching bands.
With this, it is also important to note that this is not about the act of good works for we are saved by grace and not by works, but that of a heart changed and impacted by the love of Christ and the result of this impact causing a ripple effect that will impact the lives of others through us.
In other words…good works as a result of this real love we now find inside our hearts and not good works to attain this real love we may not find inside our hearts.
When fully realized, this love is an unstoppable force. …A force that can stop people in their tracks, a force that can change the course of life as we know it.
At Christian Supply, let’s together seek to unleash this unstoppable force by seeking daily to impact life by impacting hearts with products and service that consistently reflects our life in Christ Jesus.
Let’s together seek daily to step out of that boat and have compassion on each other and others. May our lives seek to be a reflection of His love for us and in us. Because, I don’t know about you, but if left to myself, it would be just that, about myself and not that of others. Oh how we need Him every day.
What does this look like?
Greeting, Acknowledging, Serving, Listening, Thanking…
What would you add to this list?
And who shall we greet, acknowledge, serve, listen, and thank?
Customer, UPS driver, Postal worker, Each other, Restaurant Server, Family, Friends, The Hungry, The Thirsty, The Stranger, The Naked, The Sick, The Prisoner…
Why?
“We love each other as a result of His loving us first.” - 1 John 4:19
But, can this culture actually exist within a business?
At Christian Supply, it is true…we are a business and need to function as a business. It is crucial that we are good stewards of that in which we are entrusted. We should always seek to work towards being a profitable company. We have been given a lot that has afforded us all the opportunity to come and do what we do each day. A fair return on this investment is a fair expectation.
With this, many times I am asked by employees about how are we doing as a business and what can they do to help meet our objectives? My response…
Impact hearts with products and service that consistently reflect our life in Christ Jesus…therefore, go and impact life.
To be a profitable business is a great thing, to see the value of people and make an impact on them with the love of Christ because He first loved us…priceless.
It can be done. They can co-exist. It starts with you and me, but it is not about you and me. And it is not just about developing a culture within a business either; it’s about “developing” this culture within our hearts 24/7 and not just 20-40 hours per week at work. This is life…this is real love unleashed and unstoppable and He is the developer.
At Christian Supply…we are about impacting life. Will you join me?
Please feel free to post your comments. I can be reached at: gunsim@msn.com
Subscribe to:
Posts (Atom)
