Is The "You" Being Inspired or Influenced?

Hello!

I hope all is well and I have been thinking a lot about you lately as I have been taking classes on improving my computer skills as I work on my website and I recently had a consult with a business owner who wanted some input regarding her wanting her own website. I thought I would pass on my thoughts to you as I feel that with the recession still in full swing and as the retail season comes to an end, retailers look for ways to keep sales going and one way is to "change things up a bit" and a lot of times that might mean attacking their website.

Change is good and sometimes even necessary. But this Internet thing can be a real beast sometimes. Once upon a time, shop owners only had to really worry about the competition in the same town, but that was many years ago. Now, the competition can be many countries away via cyberspace. But, no need worrying about it because there is only one "You" and if people like what "You" are doing, they will keep coming back to "You."

But that was exactly the problem with this business woman that approached me for advice. She didn't know who "she" was when it came to her website. She hadn't developed a "you" yet, if that makes any sense. She was trying to start her website and she was doing all sorts of research on the Internet looking at all sorts of sites and determining which ones she liked and why and which ones she didn't like and so on.

She told me she liked "this site" and "that site" and a little bit of "this other site" and the color of "this new site" but then she also like the layout of "that well-known site" but she couldn't decide if her site should be like that or not because her favorite site just changed to a new font and she liked that font but the other sites had a different font so maybe she would stick with the old font on that "other site" since she already decided on that but she still wasn't sure about the color because this other site had that same color but the color she really liked was different.....aaaahhhhhh! Do you see what I mean???

So while this business woman was definitely doing her research (as she should) and she was definitely inspired by all the creativity she discovered on the Internet, she also crossed that very thin line from being inspired to being influenced.

Let me say that again: It is a fine line crossing from being inspired to being influenced.

Inspiration is the creative match we need to get that spark to help build our own fire. You know what I am talking about. I am talking about when we just are so pooped (or we think we are) and we come across someone, or read about something, or see something and then...ding! ding! ding! Suddenly we aren't so pooped anymore because our fire is starting to blaze again because we just got to get going on this great idea that someone prompted us on (or that we read about, or heard about...) and we want to get started before we either forget it, or lose our mojo at the moment. That is being inspired.

Being influenced is the very fine line of leaving inspiration behind and relying on someone else's ideas that "somehow" become our own. One could light match after match under someones butt, and no fire would light because there is no unique idea...only borrowed influence of other ideas. Now let me restate that again too.

Many times, some people cross a line and rely on other people's ideas and not only rely on those other ideas but actually take them on as their own. Many times, that line is accidentally crossed, not intentionally. Now there is a legitimate way of doing this: Paying a professional for her ideas and come to an agreement or at the very least give credit where credit is due to the originator. However, even the person who is being paid to come up with an idea should take pride in being unique and not rely on borrowed influence as well. That is her responsibility to her paying client. The professional should take the time to help the client be as unique as possible and not fall into the trap of relying on old tricks of the trade or rely on just what's trendy.

And on that same note, should we ever just want to go out and out borrow (okay, take) an idea from another creative soul, then for gosh sakes, first get permission from its creator, then give credit. There is absolutely no shame in that at all! I have done that many times. I've known even the best to borrow! Debbie Dusenberry, from Curious Sofa, read about my paper page wall I did one Christmas in my store and she fell in love with it and wrote all about it and how she was "going to steal that idea all over the place" and she did! She got my permission, she gave me credit all over the place and then she took my idea and added her own twist. (Which was a fabulous twist by the way - a twist that I wish I had thought of...so I wrote her back and told her that I am stealing her "twisted idea" all over the place as well! And so it goes....)

However, we creative souls, for the most part, thrive on the fact that we are unique and why would we pay someone for their idea when we want to create our own? Pay to execute it - sure! But as creative folks, we are the creators of ideas. So, of course we are always finding inspiration. But if we actively seek and look for inspiration instead of just finding it, then we are going down the narrow path of borrowing ideas instead of creating our own. This businesswoman that I was advising was actively looking (and I mean really hunting) for inspiration. That told me loud and clear that she had no idea about her look, what she wanted or who "she" was as a business identity. She only recognized ideas that were already formed, created, tried and tested...in other words, she was playing it safe. She was being influenced, but not growing. Inspiration ignites us to further ourselves beyond our initial beliefs. Inspiration challenges us to step out and not play it so safe and open ourselves up to show the rest of the world what we are made of. Whether or not others agree with us, like us, or "get it," doesn't matter because at least it is the real creative us they are seeing and not some watered down version of what we wish we were. Like I stated earlier, there is truly only one of YOU so why in the world would anyone trade that in for second best?

So, are you pondering a new project, change, or addition to your business and feeling a little stuck? Are your creative juices feeling a little dry? I know I have now and again. Are you feeling a need to search out a little inspiration to get you going, but also wonder if you are truly being inspired? To put it simply for you, below is a simple checklist on the differences between inspiration and influence.

See which list you are feeling more familiar with these days:

Inspiration produces evolving ideas and the ideas evolve into creative action

Influence produces only a need to seek more ideas

Inspiration ignites a drive within to produce

Influence ignites a drive of envy if no unique, creative idea is ever produced

Inspiration is contagious and makes one want to share our new-found discoveries

Influence, at best, wants one to reach out and take more, not share

Inspiration is a match that lights our own low burning fire that needs just a little fuel to get us going again to a full blaze of creativity

Influence is someones else's fire that has burned brightly and in which we take an ember or two and call it our own fire or at least convince ourselves that it was our little fire all along

Inspiration is energy producing - we become self-sufficient by our own fuel of creativity

Influence is energy depleting - we convince ourselves that these ideas that we are smuggling into our projects, websites, business, art forms, ...etc., they are really ours for the taking all along

Inspiration is to be shared and admired and is a blessing to those who come in contact with it

Influence is most likely a hidden cost to one's internal credibility

If you find yourself feeling so pooped and the creative juices just are not flowing (and believe me, it is so easy to get to that point this time of year) it is easy to be influenced. Remember that I said that many times, we cross over the line unintentionally. But that doesn't mean we lost it. It just means we are pooped! We need to make sure we never lose "The You" because that is the one thing that can't be taken from us and we certainly don't want to give it away by allowing our creative work to become influenced rather than inspired.

It appears to be difficult to be original in today's cyber market. And on some levels, it is. But the one thing we all have going for us is that we are truly, truly one-of-a-kind. The best and most valuable asset that any of us may have is what is right between our ears. (Now that is a scary thought for me!) I have personally seen several websites that looked like my old website and in fact, there is one particular website out there that is exactly and I mean exactly like mine. I was in total shock when it was pointed out to me recently. I was even more in shock to discover that this woman proclaims to be a web designer and yes, she is even very well-known in our cyber circle of designers, artists and Internet store owners.

I debated with myself a great deal about what to do about this. At the moment, I have decided to do nothing. Her site is fairly new while mine was up since 2003. I find it very sad, and disheartening that someone of her stature and fame would stoop so low to actually steal not only my design, but the font, color, and even photo placements and flash of every single element. She not only has an online store, but she offers services as a "web designer." I have decided at the moment to let it be. Why? Because she is obviously out of ideas and is no longer in a creative state of mind, but has allowed herself to be influenced. If she needed a design that is almost seven years old that badly, and yet calls herself a "web designer", and then has the nerve to "copyright" it as her own, she is not only desperate, but unethical as well. I am "flattered" that she found my web so theft-worthy but mostly, I am sad for her. I will not name her and I only bring this up to show that even those who are known, have the resources, and the experience, can become so dried up, they lose sight of who they are (or at least who I thought they were) and resort to unethical practices. Even more surprising to me is the friend who brought light of this situation, continues to do business with her which I struggle with on several levels as well. But I digress....so, all the more reason for me to make sure I remain inspired, and not influenced as I work on my creative projects as well.

So you see, even the very (once) creative and still well-known people can cross the line from being inspired to being influenced. Changes to my website are in process and most likely a link to my old site (on my history page) will be available once again. How the woman who stole my original web design responds to that is out of my hands. However, I am very confident of "The You" I have created for myself over the years will reflect in both my old and new site loud and clear and I hope my new site will be a source of inspiration.

I have also recently experienced others personally near to me who either didn't take the time, nor wanted to take the time, to really find their own unique style and have the adventurous pleasure to discover "The You" of who they were and as a result, were very influenced (borrowed) quite a few of other business owners' creative ideas and ended up with what I call a mish-mash of ideas that watered down their business identies. There is nothing that really stands out about "The You" of their business identity. Is this a sign of there being no new ideas? Or perhaps all the new ideas are taken? Of course not. It is simply a sign of very easy accessibility of ideas in our era of cyberspace and for those who lack ideas or creativity, the Internet is a candy store for them. But for those of us who have more ideas than time, money, or energy to see them all through, we have no worries. :-) (Just lack of sleep from trying to do it all!)

So the bottom line is this: Who is The You of your business? And how are you representing The You over the Internet and in other areas of your business as well? Until one can answer very clearly The You portion of one's business, then in my humble opinion, one should refrain from "researching" other websites to get ideas until one has a very clear idea of what The You wants in the first place. Once The You is really clear, then researching the Internet is more of a exercise of inspirational growth which challenges us to evolve our ideas rather than a hunt and kill expedition which, in the end, just guts and cleans the kill for our own personal (and questionable) use. I see so many, many beautiful and creative websites that inspire me (many of you own them). They inspire me to do better...not better than them, but to be better for me and for my purpose. To better my You. Does that make sense? I love challenging my You to grow.

The Internet is competitive and yes, it can be lucrative. Shop owners, who really have my heart, work hard...so very hard, need the encouragement to know that while their wonderful websites are being watched, it is not always in a good way. The better The You for your business is, the more inspiration you offer (which is such a wonderful gift to others). But at the same time, your website may influence others to take more than their fair share of your ideas and start claiming them as their own. Yes, we can copyright, take the legal route, and so forth, I understand that. What I am talking about are just a wee less tangible, but yet glaringly obvious all the same time. That we can't stop, but we can be a little more alert and have some positive self-awareness that when the time comes for us to make some changes to our own creative businesses, that we always stay inspired, that we don't cross the line into being influenced, and to never forget who we are. Remember it is The You that we took the time to develop is what keeps all "Of Them" coming back again and again. :-)

I hope this posting helps those of you who may be in midst of business change or creative project. I am so very proud of you all. Your endless hours, little pay, and supportive family are truly understood by someone who has been there done that. It is my hope that by sharing my experiences that perhaps I can lessen the amount of your been there done thats so you can move forward to a lot more of doing this and doing great positive experiences!

Here's to "You"

Wishing you a very Merry Retail $eason,

Your biggest fan,

Elizabeth

Recession Relationships

Hello Recession Retailers!

It has been a while since my last Shop Talk posting and having just returned from the Miss Frenchie April in Paris show in KS City, I have been thinking  a lot about you shop owners. The extremely long hours I put in preparing for the show, and the very long hours on my feet during the show, chatting, visiting, selling, and answering questions with many, many customers, (over 650 customers walked through the door in one day and one evening!), I had one customer who really caught my attention that got me thinking about you shop owners.

I had one very nice customer come up to me and we chatted for a bit. Before she departed, she gave me a hug and told me that she couldn't believe how busy I was, but how I found time to visit with her for a while anyway. She then told me that she always reads my blog and how she has commented on my blog over the years and how I have responded to her comments almost every single time. She told me that having me respond to her comments meant so much to her!

Well, of course, I was very flattered, and very happy to hear this, but what I found so interesting was that it was my personal attention that seemed to keep her as a "customer" and as one of my readers. I think with the recession going on in our country and all retailers (large and small) struggling with the public hanging on to their dollars, we small retailers have a huge advantage that larger stores do not - we can provide personal customer service! Now, this is nothing new, or earth shattering, but I feel now, more than ever, customers just want to feel appreciated and actually want to spend their money in places (or on people) that they feel a personal connection with and actually like.

Giving personal service can't be faked. A customer can spot it a mile away. So what do you do if you just aren't the chatty Cathy type but want to get to know your customers? Or what do you do if your employees aren't the type to chummy up to a new customer easily? Again, faking it is not good. But showing real interest, no matter how tentative, is always good. Below are some very simple, but honest questions, or conversations starters for you to try with customers. Now, some of you, this is not even an issue. This is old hat for a lot of you. But please remember, this posting is for those who are brand new to the retail business and may be nervous, or just may need an idea or two because they are just too pooped to think of one more thing. So, please understand that I am not trying to insult anyone's intelligence.

Simple questions I used to ask when a customer would enter a store:

Hi, how are you doing? If you need anything, just holler, and let me know. (Yes, I really said the word, "holler" which would crack some of the ladies up - but hey, I am a Texan.)

How did you hear about my store?

Have you been here before?

Are you planning on having lunch in the area today? (I would then steer them to my friend's cafe down the street).

If you want to talk politics, religion, or men, I am nixing the first two, but I am all over the last subject... (I usually used this with a group of giddy women who are laughing when they come in...)

Are you familiar with the other stores in the area?

If you find anything at all that slightly or remotely interests you, your better half called and said for you to get two of them... (I always said, "better half" because you never know a person's situation...)

I am so glad you came in today...now I have someone to watch the store while I go out and get a bite to eat...can I bring you back something? All you have to do is answer the phone....

If a customer comes in that has a great outfit on, I would ask where she got it, or I would comment on the weather, local happenings, or if she is from the area. Sometimes, she may not feel like talking, and that is important as well. Sometimes, she just wants peace and quiet.

The point is, personal attention is something the public is craving right now and I received too many comments this past weekend at the show regarding how much I "visited" with the customer and how much they enjoyed it. Yes, it takes time and effort and no, it doesn't always result in a sale. BUT, the "visit" shouldn't be about selling - it should be about visiting. Selling comes naturally during the "visit." Well, at least it should - with practice. No one wants to "be sold" to. But everyone likes a good visit now and again. I also make it clear when I am selling. For example, this past weekend, I was swamped!! I finally had a moment where there were about 10 ladies in my area and one lady asked about my French incense and I started to explain it, and realized I hadn't had a moment to really show how this stuff works, so I raised my voice loudly and said, : "Attention! Attention ladies! I am doing a quick infomercial about my French Incense since I have so many of you here and this will save me a lot of time...." I then told them the story about a Frenchman who came into my store one day and was just appalled and very confused that I sold this stuff in such a beautiful store (it is the French version of plug-ins). It would be like going to France and entering a beautiful boutique and seeing a bin filled with cans of Lysol. I then demonstrated to the ladies how it is used and I explained how I used it when I lived in Europe and so on. It was quick, people love a good story, they laughed, and I sold all of them right then and there. The point is, just be yourself, be honest, and really care about your customers and they will really appreciate it in the long run. 

One of the nicest compliments I use to get as a store owner was from a customer who would come in to "visit" - she told me that she never felt pressured to "buy" when she came in. She was poor as a church mouse, but somehow, by the end of our visit, she always ended up leaving with a candle or lavender - because as she would put it, "I just have to take a small piece of Elizabeth House home with me." And not once did I ever "sell" her, and not once did she ever feel "sold" but rather, "befriended" when she came into the store.

I think if small store owners could put their efforts in befriending their customers (well, as much as possible) during this recession, perhaps that could help increase sales, keep current customers coming back, and encourage new customers to become repeat customers. Just a thought. I have no data to back up my thoughts - just some experience and gut instinct.

I know you are working so, so hard and have so many worries. I know you are doing your very best and this posting is to encourage you, not another "to do" on your already huge list of things to do for your store. You are doing well - very well. But this last weekend at the show, made me realize how much people seem to really want a connection right now and I wanted to pass on my thoughts to you.

Happy selling and I am really proud of you!

From my house to your house,

Elizabeth

Mind Your Own Business

Hello! Thank you for continuing to read my Shop Talk series, even though its postings are not regular. I would like to discuss an issue that is sure to come up sooner or later as a business owner. I want to share with you a sentence that I have used before and it served me well:

"That is not how I run my business."

At some point in every business, you will come across a request, a client, or situation in which you are forced to rethink your business. And even more commonly, well-meaning (and even mean-spirited) people like to offer suggestions on how you should do things. Always one to want to learn, I do listen to the "advice" and take what I need and throw out the rest. That is just common sense. We all do that. But, there are times that if the suggestion of how to run our business is not taken, the "advisor" can become persistent in wanting to get his/her way.

Some common examples are: You don't offer lay-away. The customer may become persistent or start criticizing your policies. You then just simply say: "That is not how I run my business." No explanation needed. Or there may be a time in which a customer complains about how all the other stores stay open until 8PM, and that your store closes at 5PM. Again, my favorite reply: "That is not how I run my business." Or, a client wants to only purchase 5 of your custom soaps (that you sell wholesale to store owners), but you require a minimum of 10 soaps, again, "that's not how I run my business" comes in handy.

I once had a customer come into my store (many years ago when I was fairly new at this) who wanted to hire me to furnish her entire second floor with furniture. She had lived in the home for almost four years and the second floor still remained bare. I had never seen her before, but she "heard about me." I explained my consulting fee and how my consulting service and shopping works. We made an appointment for the next week. A few days later, this customer calls me up and tells me that she and her husband were not comfortable paying me by the hour. That instead, I should just come over and see what she needs, and go get it for her and she will pay just for the furniture at whatever price I come up with and my payment will be the profit I make from the furniture sale.

First, I was startled by the offer. And I did think about the offer for a bit. I know how much work it takes to find the right furniture, ordering, delivering and so on...but that isn't the point. What I didn't like was not only how she casually approached my business, especially after I explained how my service works and after she agreed to an appointment, but what she basically was telling me was that my time was worth nothing. Only the furniture was worth paying for. So, this was my reply to her:

"Jane Doe, while I appreciate you wanting to hire me to find furniture for your second floor, I am a little taken aback at you not wanting to pay for my time, but only for the furniture. What you are proposing is like hiring a baker to create an elaborate wedding cake with all the frosted details. And once the cake is delivered, you only want to pay for the sugar, flour, butter, and eggs. I have the eye, the taste, and the ability to pick out furnishings that fit perfectly in your home that many do not. If it was easy to do, your second floor would be furnished by now. I am sorry, but that is not how I run my business."

I then gave her an out and told her to think about it and to talk to her husband again. And that I will cancel the appointment and should she reconsider, she could always call me back. I never heard from her again, which I knew I wouldn't. I may have been new at retail, but I also know when someone is waving a carrot in front of me - and no one, and I mean no one would ever "pay whatever price" I put on a piece of furniture.

I once had a customer that required a lot of "hand holding." Meaning, she always needed to know every single step of my process, how I was doing something, and had to put her two cents in all the time I was working on a custom order for her. She expressed many times that she didn't understand why I charge extra for a particular service because according to her "that should just be part of the job." No matter that I explained up front that this service was extra, and she agreed to that, she continued to "tell me for future reference" that I should not charge for it. Finally, at one point, she once again said, "I just don't think you should charge for this service, it should be part of the project." I said to her calmly and with a smile, "That is the beauty of owning one's own business. I get to run it any way I choose. I don't run my business that way." And by the way, what she was asking for (too complicated to explain) was most definitely not a part of the project.

So please remember that it really IS your business. You can run it any way you choose and you can change the rules anytime you choose. Of course, we all hope to run our businesses smartly and to make changes smartly. But bottom line is: it is our business to run how we see fit. Luckily I had only a few "suggestions" on how to run my business. Some were good, some were just stupid, and some were mean-spirited. But like I told one customer who chastised me loudly for closing my store for ten minutes (I put up a sign on the door when I am out back getting a delivery) and how if SHE had a store she wouldn't keep customers waiting outside. I just simply told her that it sounds like she needs her own business so she could mind it.

I hope my experiences help you to remember that your business is ran by your rules. And also know that simply because someone wants you to do something out of the norm for your business, you don't have to give a reply right then. You can just say you will get back with them after giving it some thought. I do that all the time. Never feel pressure to make a decision on the spot when you are unsure. There are very few times that a decision can't wait. Most of them can.

Happy Selling!

From my house to your house,

Elizabeth

The Business of Doing Business

Hello! This is a continuation of my post regarding my attending the Country Living Magazine's Women Entrepreneurs' Conference in Chicago. I found this seminar very informative, inspirational, and comforting - comforting in that it is nice to know that most business owners don't have all the answers and even the seasoned owners continue to ask questions. Below are a few simple notes that I took away with me and wanted to share with you. I also have to put in my two cents worth, which are the comments written in red:

Random general notes about business as a store owner in no particular order:

*Divide up what you want to do into doable parts and then prioritize

*When it comes to advertising, if you are a wholesaler, get your customers (the stores) to help pay for the advertising

*Getting your name out is in the form of marketing, publicity, Internet, press releases, word of mouth

*Everything is about branding. Brand is a style promise, a quality promise, it keeps us separate from the largest competitors. (I am a big believer of this. I find that many new store owners do not spend nearly enough time really thinking about this. What makes yours store special? Why would someone shop at your little store when they could go to a larger store and get a similar product much cheaper? Branding, branding, branding is second only to location, location, location.)

*Design what you love - it is hard to sell something you aren't thrilled with (very true!!)

*Co-op pricing: manufactures help pay the retailers' ads, and the retailers pay for part of the ad that the manufactures are producing as well

*Set up a structure for sell: where do you want to sell? Who sells your product?

*Getting into the right gift show to sell your products is vital. Not every gift show is your market

*Regarding press releases: email is expected, but sending out something for the recipient to actually hold in their hand is very nice (these take more time, but I have always gotten great response with mailed press releases!)

Notes on E-Commerce site:

*Sometimes, it only takes one really good product to start the ball to seriously roll! Don't feel as if you have to sell everything to everyone. Start small.

*Learn about what you want, like and don't like regarding Internet stores

*You must be ready to sell the moment you up link your site. This means, shipping, phone calls, emails, packaging...

*Consider inventory integration for your site. This is a system in which your inventory on your site is monitored and your site will tell you when it is time to re-order, how much you have in inventory

*Load balancing: make sure your site can handle a heavy load of hits, emails, and responses

*Make sure there is a way for a customer to actually contact you

*Invest in security measures in place for credit cards and hackers

*Don't store credit card numbers or information. Don't set yourself up to be liable for stolen information from your employees or hackers

*Stellar photography is a must

*State all policies: return policies, shipping, product information, warranties, ship time...

*Rent email addresses - people who have signed up to receive targeted product emails

*"Go Ugly Early" meaning it is better to get it out and get it sold even if your site isn't really pretty (I have to disagree with this piece of advice. Unless you are selling only spark plugs, duct tape, tires, or light bulbs, then maybe you can get away with this. Internet stores are popping up by the 1000's daily! After a while, they all look alike - unless you take time to make yours special. I really think it is important to not only make the site easy to navigate, but it must be eye-catching and fun to shop!)

General Inspirational Notes:

*Don't judge the outcome of your dream too soon (VERY TRUE! I am not good with this, but it is important to remain patient, listen to your heart, and don't let others get you to make changes too soon. I once was in a co-op in which the owner of the store made changes almost weekly! Store hours changed, the hours, what she sold, and so on. She panicked only after 8 days of doing business and started to make frantic changes. Not a good idea at all. All the more reason to study your market, know what you are selling, who are you selling to. This particular owner was letting the surrounding neighborhood dictate her business when in all reality, her market of customers was several miles away, not down the block.)

* The power of a positive "no" is important. Learn to say "no" so you may say "yes" to those things that are really important to you

*Create what you want and have the courage to change what doesn't work (All because you switch gears, change a dream, adjust your path, or change course all together does NOT make you or your dream a failure. In my opinion, the only way someone becomes a failure is when that person just gives up all together. Changing a dream, or putting it on hold, or making adjustments simply means you are smart enough to navigate through the obstacles to get what you want, when you want it.)

* Only say "yes" when you can truly say "no" (This means that when you say "yes" to something, that most likely means you will have to say "no" to something else. For example, only say "yes" to something if that mean you must say "no" to attending your child's play, or giving up a job, or put something else on hold. There is nothing wrong with saying "no" to get ahead with your dream, just make sure that when you decide to say "yes" make it worthwhile.)

"Leap and a net will appear"

*Build up personal stamina, passion, courage

*To conquer fear you need to gain knowledge, gain support and come up with a plan. Then fear is replaced by excitement

*Recruit people who have knowledge and strength

*Never have coffee twice with any man or woman who drains your energy or discourages your creative spirit (I can't stress this enough. There are too many people out there who are truly excited for you. Seek those people out and hug them!)

Business Plan Notes:

*Write a plan in two ways: Emotional framework (look at your dream) and Practical framework (action steps to make your dream come true)

*Ask yourself: what am I building and why? (This is your vision) What are your short and long term goals? Why, where, and how would people hire me, or buy my products? What is the work to be done? Tasks, dates, responsibilities need to be written down. Then ask, does this plan support my dream?

Me again:

These are the notes that I jotted down and I felt they were worth repeating. Some are very basic and may be even a no-brainer to most. However, we must remember that we all had to start somewhere. I wish I had these notes way back when I first began dreaming about owning my own business. I hope you find these notes a little helpful in your adventure of starting your business or growing your business.

It is an honor to offer suggestions that may make your venture a little less painful and serve as a reminder to have fun with it! Bottom line: if you aren't having fun most of the time, then you might want to change paths. Life is filled with a ton of jobs that aren't fun...and unless you are having fun doing what you are doing, then I hope you are making a ton of money doing it because I know on a personal level that I could easily go work for another company in corporate America and make four times the amount I am making now. But my heart and spirit needs to be filled more than my bank account (for now at least). May your spirit soar and along the way, your bank account too! Now that is a dream come true!

From my house to your house,

Elizabeth

http://www.elizabethhouse.us/

Policies and Procedures are Pieces of a Puzzle

Have you ever seen a puzzle that was in pieces and wondered what the finished product would look like? Or maybe an item, such as a toy, that was in parts and it took actually reading the instructions to construct it properly? It is human nature to just go along and do things willy-nilly and to fly by the seat of our pants as long as things are working....but when they don't work? We usually take time to pull out the instruction manual and read what we should have read in the first place to make the project go much more smoothly.

The same is with a little shop. We shop owners lack two things: time and money. We sometimes have to do things on the fly! And usually, it isn't until a situation confronts us do we start thinking about how we could have avoided it in the first place in the form of store polices. We don't have to have a large department store to have rules and policies for both employees and customers. In fact, employees and customers have come to expect rules. What kind of rules you make in your own shop will depend on how you want to run things. Below I give you some ideas on the rules and policies that I incorporated into my own little shop and I hope they give you some ideas on what you may or may not want to use for your own business.

I kept my shop policies pretty simple and easy:

I do not offer lay-away. Why? Mainly storage space and I did not want the task of making sure that a customer's item did not get damaged. I also did not want the added labor of keeping track of the item, the down payment and so on. And I learned this by offering lay-away ONCE to a customer. After that lesson, it became "policy" of no lay-aways.

All sales are final. Now this is a stickler, but I do not apologize for it. I am not Target, Walmart or Bed Bath and Beyond. My space is very limited and my inventory is to sit on my floor only once - until it is sold and I do not want to deal with it again. A lot of my items are antiques and the few that are new, or that I ordered, are not refundable to the companies from which I order in the first place. This is more common than one might realize. I post "all sales final" signs throughout the store, at the counter and even have it printed on the sales receipt.

On rare occasions, I will allow a customer to purchase an item (usually with only a check) and take it home to make sure it "fits" right - such as a chandelier or a large mirror. They have 24 hours to return it should it not work and they get their check back. I write this all on the receipt and make it CLEAR that after 24 hours, the items is theirs. Why? Again, I learned the hard way and had a customer who took two weeks to return a mirror and right after she returned it, I incorporated a new "24-hour policy". I never allow upholstery pieces to be taken home to see if it fits...too many chances of it coming back dirty, torn, or just maybe a little spot. Most items, and I do mean most, can be measured and the customer can determine if the size fits or not without needing to "borrow it." Most customers understand and don't fret over it. However, I did have a customer who wanted to return a bar of lavender soap because the color did not match her wallpaper. Aaahhh...that is when the policy comes in so handy.

I don't allow antique dealers or "pickers" to leave things behind in my store with my employee for me to review when I return. This policy is for those of you who have an antique store. Many "pickers" (people who find items and then sell them to you) will stop by wanting me to buy what they found. Many times, I am not in the store and they would leave it "so Elizabeth can look at it when she returns." I have no room for the items; I do not want to be responsible for them; and I do not have the time to make the phone call for it to be picked up (which could be days later). My employees were pretty good at judging what I would like or not and would tell them to come back later. Now some of you may want this, even welcome it, and that is great. For me personally, I found way too many times pickers leaving things for me to buy that I would never, ever put in my store in the first place. Just use your judgement.

I don't discount my new items or European items. In an antique store it is customary to ask the owner if she can do better on a price. I did not want a store in which bargaining was the norm and I did not want to have to price my products to adjust for the whole bargaining scenario either. It took some time, but eventually I got to the point that I rarely had anyone asking for discounts. It was store policy (and my employees knew it) that I did not discount my new items (soaps, lotions, jewelry...) nor my European items. No apologies. I know my prices were more than fair. On American antiques or if someone is buying a lot from me, I would make a deal, if asked, and only if I wanted to. Most of the time I didn't need to because my store wasn't really the "dealing" kind. Now you may want to deal, encourage it, or need to and that is fine - I will be at your store as soon as it is open to deal with you! :-) I just didn't want to do it daily in my store.

Mostly, your store policies come about through experiencing a less than wonderful situation in which a having a policy would make things easier. In other words - school of hard knocks. I am hoping to lessen some of your knocks by sharing my own.

My simple employee policies were short and sweet. Again, as you grow and change, policies do too.

Employees are to always greet every customer and thank them upon leaving the store.

The only dress code I had was to dressed in a comfortable, but stylish manner. I never, ever had an issue with this.

Ensure that candles are lit, music is playing, and all lamps are turned on - the atmosphere of a store is very important!

Employees were not allowed to buy an antique from the store until it had been on the floor at least 60 days. If every time I went shopping and got back and allowed the employees to buy all the "new" stuff I found, my customers would never get a chance to see what I hunted down for them! :-)

Those are the main policies. Now employee procedures are a different matter. Procedures include how to make a sale, credit card transactions, filing receipts, opening and closing the store procedures, answering the phone, and so on. Those procedures will come as you hire and as the employees ask you. The more you have in place, the better. Just be open to change - if your employee is basically running your store daily, and she makes a suggested change, listen to her because she is the one doing the selling and may know of a better procedure.

I hope this gets you thinking about how you want to run your store. Nothing is written in stone and most likely you will change things as needed - and you should! But you do need to decide if your sales are final or not. Will you discount or not? Will you allow lay-aways or not? How long can a sold item remain in your store? And so on.

But for now, just remember this: it is YOUR store...you pay the bills, you put in the sweat, and you place your ego on the line...you should never feel the need to apologize for your policies nor change them under pressure. Any changes you make (and you will) are only because YOU see a need for a change.

Now...go out make another kind of change - the kind you can ring up in your cash register! Cha-ching!

from my house to your house,

Elizabeth

http://www.elizabethhouse.us/

We only need a piece of the pie - not the whole thing

Welcome to another Elizabeth House Shop Talk series. This series is for the new shop owner or the shop owner-wanna-be's.

I receive quite a few emails about running a shop and lately I have had a few about what to buy, what the "competition" buys and how to make sure they (the competition) doesn't steal their customers.

I am always surprised when a customer comes in my store and "announces" the new store that is opening down the street from me and she asks me if I am "worried about the competition"?

What? Worried? The only thing I am worried about is that the new owners will change their minds and decide NOT to open down the street from me! If a cute, unique store is opening near mine, I am thrilled! We little boutiques need each other. No matter how wonderful your store is, or how creative it is, very few people will venture to it if there are no other little stores for them to visit as well. It is just our culture.

Have you ever met the store owner who has the attitude that in order for her to succeed, someone must fail? I have. These owners feel that their store must be the only store around that is cute, unique, or special. They actually seem happy when a small boutique closes down. They get joy at others' failures. I find that very sad and also sad that these store owners are so insecure with their own abilities and vision that they actually wish failure upon others. But these people are out there.

I am a very big believer that there is more than enough to go around for everyone. I couldn't service and sell to everyone even if I wanted to! There isn't enough time, resources, or energy to do all that work. I don't need the whole friggin pie, only a slice - a small slice. As I try to find time to work on my on-line store, consider this: Right now, I have a little over 4000 people reading this blog. If only 5% of my readers decide to order three bars of French soap from my on-line store (when it is up and running), that would be 80 orders consisting of 240 soaps! I will have to wrap, package, ship, and follow up on 80 orders! While that is a great sale - it is also a big responsibility. So why in the world would I even try to get the whole pie, when a piece is plenty???

So that brings me to part two of this posting - what and how do you buy for your store. Well, there is the market - which will be a whole posting on its own. But for now, the basics is this: It is smart to check out what other stores are selling. Not so you can run out and sell the same stuff, but so you don't sell the same stuff. I can't tell you how many times I run across a little store near mine that is carrying a wonderful product that would have looked great in my store. Do I go out and buy it for my store. NO! I just usually berate myself for not being "first" in discovering a great item and I pass on it.

I want a store, and have come to be known as a store, that carries things that you can't find anywhere else. Why, why, why in the world does a shop owner walk into my store, see what I am selling, then goes on the hunt to find it, buys it, and puts it in her store? It happens. It has happened recently, in fact. That is lazy, very uncreative, insecurity on the owner's part and just plain poor business sense. As soon as I find out that a store is carrying something of mine and if the store is located near me, I drop that product immediately. Believe me, there are plenty of products out there to buy and I am so small, I do not need to fill my store with stuff that others are carrying.

But, and I mean but....if you are out doing your research (as you should) to see what others are selling, their price points, and how an items moves, and you come across a wonderful item that you know would be just great in your store....then you may consider carrying it if and only if, the store in which you found the item in not in anyway competition as in location. My personal rule is that if a store is more than 30 minutes driving time away from me, then if they happen to carry something I carry, or I find something of theirs that would do well, then I will consider it.

One last thought on your researching other stores. All because an item, that you love, is in a store not near you, does not always mean it is a good idea to order it for your store. You need to ask yourself (or the store owner, if she is open and friendly): how long has this product been on the floor? Did she just get a shipment in? Or has it been sitting there for months and not moving? If not moving, why? Customers don't get it? Prices to high? Not displayed to its full advantage? All of these notes need to be taken into consideration.

And finally, if you come across an item in another store that you think you might want to carry...please have the professionalism to BUY the item and then go home and do your research. Don't take photos of the product, nor whip out a pad and pen and write down info from the label. I have heard stories of a store owner who took tons of photos of products from stores in her area, and just filled her store with like products. Just help the store owner with a purchase and then do your own research. Many times, the product may not be doable only because the minimum order is too high or they have no other product in their line that interest you and the company won't split an order. Many reasons to consider before ordering.

I promise to address going to market in another posting, but for now, remember this: There are plenty of customers and products to go around for everyone. We don't need the whole pie and we don't need others to fail to ensure our success. Frankly, as corny as it may sound, I am really very honored to just be on the pie plate, taking a little slice, along side all of you who own stores and are working their butts off too. What a wonderful little piece of the retail world to be a part of!

Now, go have some pie - and take a slice to your neighbor.

from my house to your house,

Elizabeth

www.elizabethhouse.us

I am not a pillow fluffer....

Welcome to another Shop Talk Series! This posting is for those of you who want to make a career change or take a leap and open a store, or enter the design business but don't even know where to begin. This posting is in response to an email I received from an artist, Debbie, who wants to get in the interior design profession and also design clothing. But she has no professional training in these areas, so what to do?

This dilemma is the same if you want to open a store, change careers or just "start over" and you know what you want to do, people have told you are good at it, and you feel it in your heart - but where to begin? Especially, where do you begin when you don't even have experience or training in your new career of choice?

As usual, I will share with you my own personal experiences and how I ended up with a new career, and then a new one, and then another.... :-)

Debbie wants to go into the interior design field. She loves to decorate, and people tell her she is fabulous at it, but she doesn't know how to "really" start the career. Well, her career has already begun - she just forgot to give herself a title - "designer". Now, I know I am going to upset those designers who has formal training, creditionals and certification. While these things are important, and require work, they are simply not enough. One must have "the eye" for design, they must have real "talent" and real drive. These three things cannot be taught in any design school, nor passed on to someone, nor learned during an internship....either you have "it" or you don't.

It's funny how that works...you can have all the training, experience and certifications possible, but without true talent and the eye for design, real success may only be a dream, and not a reality. However, if you happen to have no formal training nor creditionals, but you have "the eye" chances are you will be a success.

Most people, myself included, when starting the new venture of going out on our own (whether it is designing or owning a store...) the first thing that pops up on in our minds is "how can I afford to do this?" And "I have never worked in a store/design firm/for myself before...I have no experience!" Believe me, I have said those things to myself many times before I ever opened my doors to Elizabeth House. Soooo...back to the original question that everyone wants an answer to: How do you get started?

I started my adventure at a time that I didn't even know I was even on an adventure. I began with a tiny little 5' x 8' booth space in an antique mall. That was 1997. I was going through some awful, awful times then and I desperately needed an outlet. One day, I was walking through a small antique mall, worrying, stressing, and even tearing up over my situation and I walked past a little empty space that said, "space available." I stood there and just stared at it blankly. Before I knew it, I was asking the owner of the mall all sorts of questions and she very blandly answered my questions which I am sure she was thinking that I had no business in getting into this business. As she answered my questions, she had an expression on her face that looked like she was thinking what I wrote in parenthesis:

How much is this a month? $125

Where do most people get their stuff? Lots of places. (You don't know?)

What happens when something from my space sells? You get a check. (No, you get an award, you moron!)

How often do I come in to restock? When you sell something. (Or, when you get a clue.)

How should I price my stuff? Look at what others are charging. (With a pen and tag, idiot.)

Do I need a permit? What do I need? You need to sign the lease. (You need a friggin brain.)

How do I even start? You just go buy stuff, and then sell it. (You can start by getting the hell out of my way, I have a business to run...)

She really had no interest in helping me and couldn't care less if I rented from her or not. So, I went and signed up and got the space - and then I was in business! I had NO CLUE what to do next. I didn't know a single dealer (antique dealer), business owner, or had anyone in my life at that time that could even begin to help me. So I just did what I knew (which wasn't much).

I have been buying antiques for myself and my home for years now at estate sales and auctions. I have been displaying them in my home for years. I have painted, decorated, and arranged my home (and my friends') for years. I wasn't clueless. I had years of experience...I just never gave it a name. I was dealing and decorating years prior to getting my little booth. Now, I was dealing and decorating professionally. What makes it professional? When someone pays you - you are a professional. It is that simple.

It was then that I really started to pay attention to businesses all around me. I read lots of magazines, business books, and articles. I educated myself, and was very driven the more I got into this business. I became friends with dealers and learned. Soon, my style in my little booth took a life of its own. I left my little booth and moved into a much larger one in a little antique town nearby. I then had two, then three booths around town. And it just kept growing.

I just did what I knew and kept trying to learn new things. I wasn't happy with the painted furniture I was finding, so I came up with my painting style. I wasn't happy with pillows and bedding and so I began designing my own to fit with my style in the my booth. Soon, people started to ask me to help them and wanted to pay me!

I froze in my tracks.

How do I charge? Can I really help them? How do I do this? They really want me to help them? I knew NO designer. Again, I thought I had no clue. Wrong. I have been giving advice for years to my friends about their homes. I had lived in over ten locations in the last 15 years and decorated them all expertly. I had years of experience....again, I just never gave it a title: designer.

It was years - and I mean years before I would actually call myself a "designer." I was convinced by some not-so-talented designers that I was only a "pillow fluffer" ( a derogatory term in the design world) since I did not have the ASID certification (American Society of Interior Designers). Until one day, after I got job with an interior design firm (I started out working their showroom, but quickly moved up and started to design and accessorize homes), we were at our Monday morning meeting with about 10 designers and the owner leading the meeting.

A young, very young, recent graduate of design school, made a snide remark about she not being a "pillow fluffer" and nodded in my direction. The owner looked up from her notes and looked at the young designer in her eyes and calmly said, "you can have all the design degrees in the world and that still won't guarantee that you have an ounce of talent. I would take talent over a design degree any day. Talent makes a designer, not a certificate hanging on a wall." The young designer got quiet, and even though I stayed quiet, in my head, I was screaming - oh my gosh - I am a designer!

Did I need the owner of the firm to tell me this. Not really. I had been designing for years, I just let others dictate how I viewed myself. I never allow that to happen anymore. I now decide for myself who I am, what I do, and what I call it. And that is how you "get started.

So, back to the original question...how do you get started? You already have started! You just need to decide who you are and where do you want to go and then jump in. Do I wish I had more formal training? Sometimes. But, I don't try to do it all and I know my strengths and I know my weaknesses. I am very, very good at choosing paint colors for homes and commercial spaces and I am very good with fabrics. But, it also takes much more effort for me to select plumbing fixtures. But that is okay. Designers are not expected to know everything...that is why we have resources to call in the experts. A doctor is not expected to know about cancer, fix your teeth, and prescribe reading glasses. That is why there are oncologists, dentists, and optometrists.

So, to sum it up for those of you who are still screaming, where do I start? Here are some down and dirty things to think about:

Make a friend in the business of your choice - she/he will be so helpful.

Volunteer if need be (or better, get a job) at a design firm, boutique, store, antique mall...

Read up on the subject you are trying to learn about.

Training and education are not a bad thing of course. If there are seminars, night courses, or classes on the career of your choice, by all means, attend them if you feel you will benefit from it!

Invest as little money and time as possible in the very beginning so as you learn the ropes and make mistakes (you will make a lot of them), the lesson learn isn't so painful (such as me renting a booth for only $125. Very low risk, cost and time - but boy did I learn a lot!).

Finally, ask yourself, "what is the worst thing that could happen if I do/buy/rent/create/take on this particular juncture in my life? Really, think about it. Most of the time, the worst case scenario is very, very livable. I ask myself this very question to this very day when deciding on something.

So bottom line my new business owner-wannabe's: When you make that leap and jump off the proverbial cliff into the "unknown"....ask yourself this: how in the hell did I get to the top of this cliff, that I am about to jump off in the first place??? You climbed it ! With experience, passion, talent, knowledge and drive. That cliff and that jump isn't really as "unknown" as you might have thought afterall! There took a lot of stumbles to climb up and get to the point of jumping off in a new direction. So take your scraped knees, bend them, look over the cliff with glee, then take that exciting jump. No matter how you land, the fact of the matter is, you will be flying to get there.

Happy jumping. You can do it!

From my house to your house,

Elizabeth

www.elizabethhouse.us