Category Archives: Success In Business

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Make New Friends

Make new friends but keep the old; one is silver and the other gold!

I think I sang this song in Girl Scouts approximately 782 times. Of course we all know this is true from a figurative standpoint. Friendships are more valuable than any precious metal, but did you know that it can be taken literally as well? In his book Thou Shall Prosper (John Wiley & Sons, Inc., 2010, pg. 61), Rabbi Daniel Lapin has this to say about business and friendship: “Only by actively, perhaps even joyously, interacting with other people can the circumstances of wealth creation be set in place.”

Making friends to try and get something from people NEVER works. It is, of course, also obnoxious. Happily, the side-effect of genuine relationships is expanding business contacts. One of the things I love about having a practice and going to church in the same small-ish (it’s big enough for me!) town is getting to know people and support their business endeavors as they support mine. I wrote about that a little bit in “No Free Pizza!” https://www.smileservesucceed.com/no-free-pizza/ (which is probably my most popular post to date!) I have recently started seeing posts on Facebook encouraging people to share links to their small business to encourage keeping it local when Christmas shopping. I love seeing that!

Expand your circle. Care for people. Care about their well-being. Find ways to serve them and meet their needs. Do it because friendships make our lives fuller and richer. Do it because we were made for relationships. Enjoy the unexpected business rewards as they come.

Are you actively seeking out new, genuine relationships? Where and how?

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Success Comes to the Unselfish

The title of this article is lifted directly from Rabbi Daniel Lapin’s book Thou Shall Prosper (2010, John Wiley & Sons, Inc.) In it he says

Success comes to the unselfish. Always keep in mind that everything you do must benefit others as much as yourself. The truly successful business professional is never concerned solely with his own welfare.

It goes without saying that a smart business person should

  • keep overhead low (within reason)
  • budget well
  • not spend extravagantly
  • charge a fair price for products/services
  • provide the best value possible in products/services

Once basic smart business principles are in place, the business has to focus on building relationships and meeting the needs of its customers/clients/patients. If a business person is solely focused on the bottom line, they might profit in the short term but they are not fulfilling real needs, offering real value or developing relationships that will sustain their business long term.

The word “unselfish” might seem to be in opposition to the term “business success” but I promise you it’s not. Decisions must be made in the context of what will benefit those you serve – your audience and your team. This philosophy doesn’t only allow you to go home satisfied knowing you have improved someone’s life, it is a proven formula for success and longevity of a business.

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Catfish to Corneas

It happened again today. Today, it was because I was having lunch with a friend in our old hometown at a restaurant where we used to work. My family was the original owners and I worked there for many years. It happens every few months at other places, though. Sometimes I am overcome by the overwhelming feeling that no matter how successful a doctor or business owner I am, a part of me will always, ALWAYS miss waitressing. Now, don’t get me wrong, I am thankful that I don’t have to depend on waiting tables to make a living, but I really did love it that much.

More than once, while interviewing a potential employee for my optometric practice, I’ve asked them about a restaurant job on their resume. More than once, the candidate has looked a little embarrassed and said something like “Oh. I was just a waitress.” and I will almost shout “No! Don’t EVER say you were just a waitress.” (unless, of course, you were just a really really bad one!)

I spent four years in optometry school learning to be a doctor, but what I learned as a teenager and young adult working in a busy, very casual, restaurant and a busy, slightly upscale, retail shop has helped me be successful in more ways than I could probably even list. I couldn’t have imagined at the time, but looking back I can see how my spiritual gift of hospitality and secondary love language “acts of service” were in play throughout my entire life.

Having a servant’s heart is a blessing and a benefit, but did you realize you can build your serving skill set? That’s what those of us with a history in the restaurant or retail industry were doing, even at a young age. It’s important to recognize and hone those serving skills. Don’t ever think anything is too insignificant.  If serving fried catfish to boaters straight off the river or motorcyclists fresh off the road can help me be a better doctor, your past service experiences can serve you, too.

To be competitive in any business today, service is the key. If you are looking to better your career situation, and you have experience in the service industry, perfect those skills and market them! If you are an employer interviewing job candidates don’t forget how seemingly unrelated jobs (waiting tables, retail, etc) can give great experience for other life-long careers in business. And always remember: that friendly server at your favorite restaurant? She could be your eye doctor one day!

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Intrapreneur???

Hopefully you read the previous post “Every Walt Needs a Roy.” If you haven’t read it yet, just go ahead and click on it over there on the right —> and read it now.

Every Walt needs a Roy and intrapreneurs are an important asset to a business of almost any size. Intrapreneur is a term that you might not be familiar with. It has been coined just in the past 30 years or so. Intrapreneur describes a person within an organization who is given the resources and freedom to make things happen but doesn’t take on the risks and responsibilities of the entrepreneur. They are often responsible for turning an idea into a finished product.

We’ve all heard and read about the importance of delegation. We can’t be everywhere and do everything. As a business owner, the risk and responsibility ultimately ends up on our desk. Some very talented people don’t have the desire to take up that role but can still take “ownership” over some of the operations. If you can give some resources and freedom to a trusted team member you might be surprised at how much more can be accomplished within your organization. Give someone the opportunity to grow and surprise you. Show appreciation when they do.

If you are in an organization where you are not the owner don’t ever underestimate what you can bring to your employer. Taking ownership of a project or some area of operation is a great way to expand your skill set and increase your team’s confidence in your abilities. Think of yourself as being in business for yourself. Your product is you! You can package, market and sell your benefits to your employer and everyone wins.

If you are an entrepreneur, recognize a good intrapreneur when you see one. If you are an employee, don’t be afraid to step up and be that team member who makes things happen.

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No Free Pizza!

“Real friends don’t ask friends for free pizza!” Have you ever heard that famous quote? No? It was posted by my friend Kris who owns a (fabulous) local pizza place. I think he was a little frustrated at the time.

If you own a business or are in a leadership position you’ve probably noticed a certain phenomenon. People you are really close to seldom ask for favors or free stuff. People you are “kind of” close to seem to have no problem thinking you can just “do them a little favor.” Has something like that ever happened to you? Frustrating, isn’t it? Sometimes it makes you want to not do business with anyone you know. Don’t let it make you feel that way. An ever-increasing circle of friends can be a great asset to a business. You don’t make friends to expand your business – that’s artificial. You get to know people and naturally expand your network – that’s relational.

In his book Thou Shall Prosper (Wiley, 2010) Rabbi Daniel Lapin says “Make lots of new friends, try to help them, and make sure they all know how you could help them and that you are eager to do so.” Supporting your friends, especially in a small community, church community or social network is vital to the success and culture of your community. Small business (and franchisees of national brands count here) can and should thrive in our communities.

Rational friends will not expect you to give away your products or services. Since they are going to be spending money anyway, they should want to spend it with you! And you with them, when the opportunity arises. In a perfect “give and take” relationship, all parties support the businesses of the other parties. I buy pizza from Kris, he buys eyewear from me, we both take that money and spend it in locally owned salons, bookstores, etc, etc. Can we sometimes get a product cheaper at a big retailer? Probably. Does that invest much capital back into our community? No. Is it worth the extra expense to support our friends in local business? Absolutely.

I hope you don’t have friends asking for free pizza. More importantly – don’t be one of those friends! How can you support your friends in local business?

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They’re Watching!

“Hi Dr. Bass! I thought that was you!” said a patient as she stopped by our table at Applebee’s. I was eating lunch with my husband before we went grocery shopping after church one Sunday. I had been fighting a sinus infection, had only felt like eating half of my lunch and the last thing I wanted to do was carry on a conversation with someone but, of course, I smiled and asked her how she was and said that it was nice to see her and I hoped she had a great afternoon. Afterwards, at the grocery store, I think I saw another three patients or so.

Living, working and going to church in the same town means we see a lot of people we know. That’s ok. In fact, most of the time I like it. I dreamed of being a doctor most of my childhood and being recognized as the friendly neighborhood optometrist always went right along with that. (My sister will tell you I’ve always wanted to be famous!) I once sat with a group of young doctors at a luncheon while they discussed how terrible it would be to live in the same town where they worked. One actually said “I can’t imagine having to see my patients at the grocery store! The last thing I want to do is talk to them after hours!” While I understand and agree that we all need a time to turn off, if you are a doctor, teacher, business owner or church leader that is just not going to be an option for you a lot of the time. Is it fair? No. Is it what you signed up for? Yes.

For everyone to whom much is given, from him much will be required; and to whom much has been committed, of him they will ask the more.  Luke 12:48b

To be respected as the professional you are, you have to act respectable no matter where you are.

I can’t tell you what is appropriate for you or what you can or cannot do. (Trust me, I would often like to, but it’s really not my place.) While we are far from perfect, my husband (who is on stage a lot at our church) and I really try to be careful about what we say and do in public and what we post on social media. We do not want to represent ourselves, my practice or our church poorly. Is it fair that we should have to worry about how others interpret our actions? No. Is it what we signed up for? Yes.

You have the right to do whatever you want to do. Unfortunately you do not have the power to keep your actions from reflecting on you and your organization. If you want to be a success and have a positive influence on your community you have to be conscious of this fact.  Everything speaks and those around you are listening. Make sure you are telling the story you want them to hear.

 

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Tough Decisions

I had to call a snow day today. Now, as when I was a kid, I really like a snow day. But, I HATE having the responsibility of making the decision. It’s harder than you might think. And you’re always going to make someone unhappy. I guarantee it.

Let me give a brief synopsis of what calling a snow day at my optometric practice means. It means everyone gets to stay home BUT the office goes without revenue for a day and several families go without a day’s pay. It means we don’t have to worry about patients falling in the parking lot BUT some of these patients have waited a long time to get in for their exam and now they will have to take another time off of work to reschedule. There is ALWAYS someone who is very unhappy and is convinced that conditions “weren’t that bad” so we should have been open. Today in particular between two doctors we had thirty-five patients who had to be called (if we had their correct phone number.) That will be thirty-five patients to find another spot for in the next couple of weeks. We don’t have any free spots in the next couple of weeks.

I give you this glimpse of my world to say this: If you are a business owner (or any type of leader for that matter) you have to make some tough decisions. When I write about business I’m assuming three things. 1) You love what you do. 2) You love your team 3) You genuinely care about your clients/customers/patients and want to serve them. Even with these best of intentions, others won’t always understand your decisions and someone isn’t going to like your decisions. I promise. There are three specific groups of people who will have an opinion about your decisions. We all (business owner or not) fall into at least a couple of these categories ourselves.

  1. Family and Close Friends: It is so important to have a good support system. They mean well, but often can’t understand your unique decision-making issues. You’ll hear a lot of “Don’t worry about it” and “Who cares what people think” and “They’ll get over it.” Sometimes, this is good advice, but often we DO have to care what others think because it has lasting impact to our business and people are depending on us. It’s also difficult when those close to you think your ideas are just plain kooky (and let’s face it – sometimes they are) because entrepreneurial types just think differently.
  2. Team/Staff: This very important group of people often have inside knowledge of your business but don’t see the big picture like you do. They often see the money coming in but don’t have a real grasp of the cost of running a business. They see how business decisions relate to them, but don’t have all of the information to see how it relates to all the other interlocking parts. They may feel your decisions “aren’t fair” when you’re really doing the best you can.
  3. Clients/Customers/Patients: As consumers it’s all about “me.” We all do it. Your clients evaluate your decisions on how it affects them. They don’t know and often don’t care about taxes, insurance, regulations, operating costs or the other clients you are trying to serve. It’s wonderful when they DO take these things into account, and it does happen, but it’s not their job.

Do what you can to gently educate those you interact with on why you make the decisions you make. Sometimes they are judging based on mis-information or non-information. Make the best decisions you can to serve your business, your team and your clientele. Possibly the best thing you can do is find support in those who are dealing with the same things you are. Not to complain or have a gripe session but to find genuine camaraderie in others who are in the trenches just like you are.