SoKy Local Business or "SoKybiz"

As a small business person conducts business through each day, he or she is exposed to examples of business that they either want to emulate or they want to avoid all together. I've experienced both today. As I go through the course of business, I am admittedly critical to how people conduct their business, manage employees or treat their customers. I am critical only because I'm always on the lookout for examples. Today was no exception.

I had jury duty today and I made the best of it. I made friends and had a little fun with my fellow jurors, took the opportunity during one of the breaks to go meet with Warren County Judge Executive Mike Buchanon, and even paid my rent (though a couple of days late). I even returned an order of printed checks that were slightly in error. No matter what life deals, it's up to us to decide how we play the cards dealt. The same is in business... go with the flow and overcome the obsticles.

The court case was, in my opinion, the biggest waste of time that could have been imposed upon me. It was 16+ hours of a complete waste of time because of the entire situation. (I may post generalities on my personal blog.) I could have allowed this to affect me personally and bring my attitude down. Instead, I chose to make the best of it by being friendly to my fellow jurors and doing my best to lift their spirits. Besides, their time was being wasted too. I've always thought that if I allow bad situations to bring me down then I'm the one who looses. If I want to be a winner, I cannot allow those so called bad situations to bring me down.

I even took the opportunity during one of the many breaks at court to walk to the 'other' courthouse and drop in on Mike Buchanon. He is the Judge Executive for my county here in KY. I wanted to ask his opinion on a couple of things as well as offer my support for his news conference this morning involving the Kentucky TriModal Transpark. Although I didn't have an appointment, Judge Buchanon greeted me enthusiastically and warmly and created time for me. Now that's the way to conduct business! As always, he listened to me and answered my questions regarding the news conference, those campaigning for Warren County Sheriff as well as a number of other issues important to me. In exchange, I listened to him and offered my advice and opinion when requested. Now that's how to conduct business.

Since we the jury deliberated for a total of 11 minutes,  I had to pay my rent this afternoon, and though it was a few days late, I figured I better get in there and do it ASAP. In this case, the business owner at Spence Property Management treated me so poorly and with such little respect that I wrote the property owner and requested to send my payments directly to them instead of Spence Property Management. Mr. Spence was so difficult, rude and disrespectful that I want nothing to do with him. He made no effort to seek to understand my needs, only to maintain his perceived superior standing. The basics of customer service were forgotten and at the end of the exchange, I made it quite clear that I would never do business with him again. He forgot the importance of service in his effort to be the victor in our exchange. It's my opinion that his business will not last unless he learns some manners and basic customer service skills. But to my point, he offered an example of how NOT to conduct business. He was the perfect example of the person I never want to be no matter how much money I could make. He offered an example of the things to avoid when conducting business.

Then there's a telemarketer who called yesterday. She is from "NEBS" who are in the business of printing checks and many other small business related products. She called to introduce herself and offer some new products. Telemarketing has to be one of the most difficult jobs on the planet yet this person was cordial, understanding and listened inventively. She would make her "pitch," listen and then make another pitch. She was persistent but not pushy. It was a respectable exchange.

When I printed the check for the rent this afternoon, I noticed an error on the checks and decided to write her an email asking what could be done. Within an hour she was on the phone to discuss my situation. My issue was as simple as the way my company name was printed on the checks. She again listened, understood and corrected the situation offering to reprint the checks at no charge to me. (NEBS has a 100% guarantee.) She even called back to check with me on the capitalization of the company name and explain some of the details. It was an example of how I do want to do business.

This telemarketer is Carrie Manke and she is an enthusiastic well mannered representative of NEBS. She and I talked at great length and she continued to impress me throughout our conversations. One thing she did well was respect me and at one point made a compliment that struck a chord. She could have been jerking my chain but that's of little consequence, by the end of the conversation I asked her for a quote on business cards because I just wanted to give her some business. Now if that's not an example of how to conduct business, I don't know what is. Though she's only 22 and on her first job, this old man saw the perfect example of how to conduct yourself on the phone and create a rapport with the customer.

Side note: she works on commission so if you have printing needs and want the perfect company representative, Carrie Manke is your girl. I predict she will be very successful in anything she does because of nothing more than her attitude. She is honest  to the point of sacrifice, but at the end of the day she can look at herself in the mirror and know she did her best with integrity. Write her before you buy anything printed. Carrie.Manke@deluxe.com (She is on commission so write her directly.)

So from a local politician, to a local business person to a faceless telemarketer, and all points in between, I've noticed ways people conduct business and learn from them. Some I would rather not emulate, others I would set policy on. As small business owners, we should remain observant and mindful of our daily business dealings and learn from other business people.

Oh... I offered Carrie a job but she refused to move from Minnesota to Bowling Green KY. Don't hold it against her... just buy her stuff.

This was posted by SoKy : 5:48 PM