Business Profile: Legg’s General Store

By Susan Regier

Legg's General Store has been a family-run operation in Birr, Ontario since 1946. Son, Jack, took over the operation in 1967 and his wife Pat came on board in 1970.

What are the various products/services that you offer?
We offer eclectic giftware, gourmet foods and seasonings, seasonal flags, flavoured teas, hot sauces, Leanin' Tree cards, kitchen gadgets, Coke/Harley/John Deere/NHL memorabilia, tin signs for every occasion, a year round Christmas room…and our newest addition, an upscale print gallery in our century old home. There is such a range of products that we could not possibly name everything. Our service is simply to make our customers happy – to go above and beyond all customer service. If we don't sell a product we’ll try to find out who does.

Give a brief history of the building and store operation.
It is hard to be brief with a 100 year old building. We’re the fourteenth owners. Purchased by Jack's parents in 1946, the store has been in the Legg family for 61 years. Jack Sr. purchased the business from Etheld Harris – prior to that it changed hands frequently. Its humble beginning was in the 1830's when a Mr. McConnell purchased the property from the Canada Company. The store is famous for being a stage stop for the well known Donnelly's. The hotel on the property was a resting stop for the stage and passengers. It grew from a Post Office, to a hardware store, to a lumber yard with mill. The mill was operated by a diesel engine, which produced flour and cut lumber. Although the mill is not open to the public it still stands on the site.

What made you decide to go into this type of business?
There were so many rooms that we felt we might as well use them. Trying giftware was a long shot but as we needed more space, we expanded and grew to what we are today.

Who is your target market and how do you reach them?
Our market is everyone who has driven by for years and finally stops. We’ve had visitors from all over the world who keep coming back. Seniors who look at the old building with nostalgia in their eyes or young people who’ve never seen hardwood floors in a store. Many of our guests are going or coming to the local hospitals for appointments. We reach our customers by word of mouth, advertisement in the Daytripper, and with radio ads. We have a large sign where we advertise upcoming events within our business and community.

What do you offer that’s different from your competitors?
We offer service with a smile, a local history lesson on our century old building that was once a stop for the Donnelly Stage Line ( if asked), a lift to your car if your hands are full, loan products to local groups and schools, a safe place in the middle of a blizzard, a public washroom that may be used by all, a beautiful garden setting to sit, relax, and eat the ice cream we serve, directions for travellers, a place to browse for an hour or a day, and peace and quiet if needed. Our store is a place to leisurely shop or a place to quickly pick up that last minute gift you forgot. We can even put your gift in a beautiful gift bag with tissue and ribbons at no extra cost.

What is the biggest obstacle you’ve had to overcome to get to where you are now?
The biggest obstacle is putting life back into our 100 plus year old building. It needs a lot of maintenance, love, and commitment. What do you enjoy most about your business? Our customers and staff. How do you handle a hectic day? We take it one minute at a time, making sure all customers are served with a smile as quickly and efficiently as possible. We let them know that their business is very important to us.

How much has your business grown since the beginning?
Our business has grown from 200 sq feet to 20,000 sq feet over the past 40 years. We have grown outside from one building to three, and inside from one room to eight rooms. Our newest addition is the first floor of the adjoining century old home. If you could go back to the beginning and change something, what would it be? Starting the gift shop sooner.

Where do you see your business in 3 years?
Every year is a new adventure. We may expand and go upstairs into the five bedrooms sitting idle or just concentrate on what we have now. But you can be assured that every year there is something different happening and every day there are always changes being made. We keep everything fresh and new.

Any additional comments?
We invite all to stop in and visit us – the old building is amazing to see with its original hardwood floors throughout, including slanted floors in some rooms. This is a fine example of using space and how to turn an historical building into a viable business, while keeping the antiques, including the marble fireplace, that were once used here.

Legg's General Store is located on Highway #4 in Birr, north of London. They are open from 10:00 a.m. to 7:00 p.m. from March through October and in November and December, open from 10:00 a.m. to 8:00 p.m. or when the lights go out. During January and February they are open weekends only depending on the weather. For more information, call 519. 666.0759.

Published in Networking Today, September 2007

Big Apple Networking Ideas

By Karen Susman

Recently, I went to New York City to visit my son and daughter-in-law. I had time to roam around on my own as they readied their co-op for sale. Rubbing shoulders with 8 million people creates some good networking opportunities if you aren't afraid to talk to strangers. Here are a few Big Apple Ideas for you:

1. Be ready to network everywhere all the time. This doesn't mean selling. This doesn't mean you have to attend official networking functions. This means talk to strangers wherever you are. (I'm assuming you are using good judgment in your selection of strangers.)
2. Ask open-ended questions. Be curious. Listen. Find commonalities. Look for opportunities. Follow up. On Saturday, I got up early to be in the Today Show outside audience. Why? Because it's fun to wave at the camera as it pans the crowd and call your family to ask, "Did you see me? Did you see me?" I also love to see celebrities. (OK. I'm shallow.) It's easy to start conversations with people at the Today Show or at any event because you have built in commonalities. I visited with a woman who had brought her two daughters and her granddaughter from Florida to celebrate her granddaughter's 14th birthday. We talked about many things while waiting for our 1.5 seconds of fame.
   
   
3. The mom and I had several things in common. She mentioned she couldn't travel often because of her job. I asked her what she did. She told me and asked what I did. I asked for her card after she expressed interest in my speaking for her organization in Florida. I had no cards with me. If she hadn't had any cards either, I did have paper and pen and would have taken down her information so I could follow up with her.
   
   
4. Later that day, I waited in the cancellation line outside a Broadway theater in hopes that someone would want to return or sell a ticket for the matinee performance. A woman yelled, "Anyone want to buy a single ticket?" and I whipped out my checkbook. Since I purchased one of her three tickets, she and I were seated next to each other in the play and had time to visit before the curtain went up. Again, through asking open-ended questions, I learned we had several commonalities. I listened to her story with great interest because it was a fascinating saga. I also wanted to spot any opportunities. Right before the curtain went up, I asked for her card and promised to send her mine.
   
   
5. Plan ahead. I always try to turn a trip into a business trip. Not only is it good for tax purposes, but why not meet potential clients, let people know what you do or learn something beneficial wherever you go? I tracked down several engineering firms I wanted to connect with. I emailed twenty firms, sent post cards and called to introduce myself and ask for a brief meeting.
   
   
6. Ask for help. I asked my local engineering contacts for their NYC contacts. My Denver contacts sent their NYC contacts emails about me, which greased the wheels and gave me credibility.
   
   
7. Connect on a personal level. One NYC contact said it would be hard for her to squeeze me in. I said I'd bring her something sweet from Sarabeth's, a well-known NYC bakery. She emailed back that she'd exercise an extra hour over the weekend in anticipation of the Sarabeth's goodies. Suddenly, we were on a human-to-human level, bonded by our mutual love of pastry, instead of a busy manager to eager vendor level.
   
   
8. Start your meeting with conversation that builds a connection. I made an appointment for a 15 to 20 minute meeting with Mr. Big. He had already told me his firm has someone fabulous on staff to provide presentation skills training. I wondered how to start our meeting in a way that would overcome his belief that he doesn't need me. While I was sitting in the waiting room, I noticed that the receptionist, Yolanda, who had offered me water, had a plaque honoring her for exemplary customer service. Yolanda was as warm as New York City in July. I listened as she answered the phones and chatted up a storm with every caller. I told her that her award was well deserved. She thanked me and her wide grin revealed her pride and pleasure in my noticing. When Mr. Big entered the waiting room to fetch me, I told him in front of Yolanda that I've had the pleasure of visiting with a company award winner. This started us off on the right foot before we walked through the door of his office.
   
   
9. Leave behind some information, but not too much. I'd packed a sheaf of glowing testimonials and other leave behind material, but I didn't give Mr. Big anything until he mentioned a need. Then I handed him something that answered his need or supported my credibility in that area. Less is more.
   
   
10. Follow up immediately. In one of the many tourist treasure shops, I purchased ten postcards for one dollar. I brought stamps with me. I mailed several to business contacts. I followed up my appointment with Mr. Big by jotting a note on a Statue of Liberty post card and mailing it immediately. Will he read it? Sure. You have to read a post card. Besides, he and I were talking about the need to follow up and keep in touch. Thus, I demonstrated that I walk my talk. Do I have confirmed business from this impromptu networking? Not yet, but I'm closer than I would have been if I weren't open to networking all the time and everywhere.
    
    
11. Try approaching strangers and being open to the possibilities. You could be sitting in the second row orchestra of a hit Broadway play and getting business at the same time. Bravo!
    

Karen Susman is a Speaker, Trainer, Coach, and Author of 102 Top Dog Networking Secrets. Karen works with organizations that want to maximize performance. Programs include Humour at Work; Balance In Life; Networking Skills; Presentation Skills; and Building Community Involvement. Order new guidebooks on humour, networking, time management, and community involvement by calling 1-888-678-8818 or e-mail Karen@KarenSusman.com.. www.KarenSusman.com.

Published in Networking Today, September 2007

Just How Good Are You at Customer Service?

By Nancy Friedman, Telephone Doctor

Most of us think we’re pretty good at customer service. We get up in the morning; get ready for our jobs; drive to the office; get a parking space (sometimes close in, sometimes far out); walk into the office; grab a cup of coffee; sit down at our desk; and then: RING, RING, RING. Our phones start. It’s usually a customer. If you’re in the customer service business (and who isn’t these days), whether it’s for external or internal customer service, your day is spent trying to please someone.

Somehow, we’re ALL customers in one way or another. I’ve been training corporations on customer service for over 20 years and during that time have found out what the customer likes best. Here are our Telephone Doctor’s TEN BEST CUSTOMER SERVICE TECHNIQUES. By using just one of them, you’re bound to see an increase in satisfied customers.

Ten Best Customer Service Techniques

1. Be a DOUBLE CHECKER. Learn to use those words. Everyone loves it when you double check something for them. Even if you’re pretty sure the item is out of stock or the appointment is filled or there’s no room available, it sounds so good to hear, “Let me double check that for you.”
   
2. PRETEND IT’S YOU. If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you. What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”
   
3. GET INVOLVED. Let your customer know you’re on their team. If you’re ringing up a purchase for someone, mention how nice their choice is. If you’re helping someone with a trip of some sort get excited with them. When customers feel as though you’re part of the package they love it.
   
4. STAY FOCUSED. Eye contact is critical in delivering excellent customer service. Heads that turn on a spindle and look everywhere but at the customer get very few good marks in customer service. Eye contact shows you are listening. If you’re on the phone, eye contact is definitely difficult. We can, however, learn to stay focused on the phone. Don’t type unless it pertains to what you are doing. Don’t read something while you’re on the phone with a customer; STAY FOCUSED on the caller. We need to stay focused without eye contact.
   
5. DO SOMETHING EXTRA. There’s usually always “something” you can do for the customer that’s extra. In most of the cases it won’t even cost very much. Example: Keep a stock of penny lollipops for kids when they come into your store with the moms. Or a balloon. Or coloring books. Spend a few dollars if you have the budget for those “giveaways.” Nail clippers . . . key chains . . . customers LOVE that something extra, oddly enough, even if they can’t use it. The thought of getting something FREE is very special to the customer.
   
6. SHOW YOUR TEETH. (In Telephone Doctor language that means to smile.) There are many people who think they’re smiling, but aren’t. So Telephone Doctor’s motto is: SHOW YOUR TEETH. Smiling is one of the best customer service techniques there is. It’s so frustrating to walk into a store, or call some place and not see or hear a smile. (And, yes, you can hear a smile!)
   
7. ASK QUESTIONS. A super way to offer superior customer service is to ASK QUESTIONS. Build on what the customer is talking about. Listen for one or two words that you can ask something about. Even a simple, “Tell me more,” will work. Once the customer is talking, you will be able to help them much better.
   
8. USE COMPLETE SENTENCES. One word answers are semi-useless in customer service. And one word answers are definitely perceived as RUDE. “Yes,” “no,” and the like, tell the customer “I’m not really interested in you or what you need.”
   
9. CARE. Most people have what Telephone Doctor calls the CARE GENE. Some of us use it more than others. We just forget we have it. Learn to CARE what your customer’s needs are. CARE what they are referring to. CARE about your customers and they will take CARE of you.
   
10. LAUGHTER. Laughter will lighten the load. Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers.
    

Put any one of these Telephone Doctor customer service tips into action and watch what happens. They intertwine with each other and make customer service special. Use all ten and expect more business.

Nancy Friedman is president of Telephone Doctor®, an international customer service training company headquartered in St. Louis, Missouri, specializing in customer service and telephone skills. She is a KEYNOTE speaker at association conferences and corporate gatherings and is the author of four best selling books. Call 314-291-1012 for more information or visit the Web site at www.telephonedoctor.com.

Published in Networking Today, September 2007

How to Avoid Eating Your Words: 10 Essentials for Networking at Tradeshows and Events

By Susan A. Friedmann

Every moment at a tradeshow is important. This includes, of course, all of the time you’re on the show floor. Add to that the time you’re not actively exhibiting but are on or near the floor – visiting other exhibits, grabbing a bite to eat, or en route to your hotel room. You only have a limited amount of time to represent your organization to the gathered attendees, so you want to make the most of every minute.

That’s why networking events, such as dinners or organized off-site outings, are so important. Even though these events are primarily social in nature, they’re the ideal place to start or reinforce relationships with your clients and potential clients. However, networking events can also create high levels of anxiety, especially among exhibitors who don’t know what they’re expected to accomplish or how they’re supposed to conduct themselves to make the most of the opportunity. You don’t want to flub it – nor have your team flub it for you.

Here are ten tips your team needs to know to shine like stars – even when they’re not on the show floor.

1. Relax Breathe in, breathe out. Repeat as needed. If you’re nervous, take some time to meditate, center, or do whatever you need to do to calm yourself before getting to the event. People come to networking events to get to know you in a social setting. The focus is on fun and conversation: two areas where most people can shine without stressing themselves out.
   
2. Listen more than you talk There’s nothing in this world people love more than talking about themselves. At the same time, there’s nothing rarer than a good listener. Stifle the impulse to talk, talk, talk and focus on being a good listener. Ask the person you’re with about himself, such as what he does, what hobbies he enjoys, and so on. Keep it personal and light – you don’t want to come off like you’re conducting an interrogation.
   
3. Take your time This tip is especially pertinent if you’re at a show overseas. Most Americans rush through everything, including eating and having a good time. There's really no rush. You’re not going to collect a prize for being the first one to clean your plate. Take your time, and eat slowly.
   
4. Stay sober Even though it’s a casual setting, the people at the networking event will be judging you and your company by how you conduct yourself. Remaining sober will make it much easier to create a good impression. Skip the alcoholic drinks – especially if your guest opts not to visit the bar. Fewer people are drinking these days, and no one will raise an eyebrow at a Coke with a slice of lemon in it.
5. Forgo fancy food You may have gourmet tastes. This isn’t the time to show them off – order simple, easy-to-eat food. You don’t want to slop sauce on your shirt or wrestle with claw crackers in front of someone you hardly know. After all, they might not remember your sparkling conversational skills – but they’ll always remember that you dumped the stuffed shells in your lap!
   
6. Be nice to the waitstaff Waiters, servers, waitresses, bartenders and all the other people who work the facility where the networking event is being held are people, too. It behooves you to treat them as such. Be polite and courteous, even if you don’t think anyone is watching. This is especially true if something’s gone wrong – a mistaken order, cold food, or any of the million other things that happen in a restaurant. How you treat the *little* people says a lot about how you can be expected to treat the *big* people.
   
7. Shut off the cell phone Your intention for the evening is to get to know the people you’re with. You want their time and attention. That means it’s a good idea to shut off your cell phone –there’s nothing ruder than constantly interrupting a meal to answer the phone and expecting them to hold on while you chat.
   
8. Skip the gossip Badmouthing your competition is the sure sign of an amateur. Avoid the temptation to dig up dirt on your industry colleagues or indulge in idle gossip. It’s far too easy to pick up a negative reputation for indulging in this kind of behavior – not to mention the risk of alienating peers and colleagues you might someday need on your side.
   
9. Leave the literature behind Don’t bring brochures, catalogs, or samples to the networking event with you. If it turns out that the people you meet at the networking events are interested in these things, they’ll either make a point of picking them up from you at the show, or you can arrange to send it to them. On the other hand, you want to make sure you have a good supply of business cards on hand so people can get in contact with you.
10. Pick up the tab If you’re the one entertaining, pick up the tab. Sometimes you’ll run into guests who can’t accept – their employers forbid them from accepting free meals or other gifts – so just follow their lead. Otherwise however, pay for the meal. It’s a nice gesture that shows you value the relationship.
    

Written by Susan A. Friedmann,CSP, The Tradeshow Coach, Lake Placid, NY, internationally recognized expert working with companies to increase their profitability at tradeshows. Author: “Riches in Niches: How to Make it BIG in a small Market” and “Meeting & Event Planning for Dummies.” www.thetradeshowcoach.com & www.richesinniches.com

Published in Networking Today, September 2007

Increase Your Productivity by Letting Go

By Barbara Bartlein

After coaching executives for more than twenty years, it is clear that one of the greatest stumbling blocks for productivity is the difficulty successful people have in letting go. They hang on to routines, paper, people, and even meetings that suck their time, energy, and creativity.

Consider: The average US executive wastes six weeks per year retrieving misplaced information on desks or in files. At a salary of $75,000 per year, this translates into $9225.Office workers spend 40-60% of their time working with paper. Despite visions of a paperless office, 95% of all information is still transmitted using paper.80% of filed papers are never referenced again.

Negative employees cost companies millions of dollars in lost productivity and sales.Of 1,037 full or part-time workers polled by Opinion Research USA, 27% ranked disorganized, rambling meetings as their top frustration. Highly creative and energetic people seem especially prone to hang on to things and routines. After all, this was part of what made them successful. They view “stuff” as opportunity and people as resources. But sometimes it doesn’t work and the clutter, negative employee, or useless routine gets in the way of attending to what is really important.

There are steps you can take to “let go” of the things in your life that are stifling your success. Some suggestions:

• Let go of perfectionism. Perfectionism is paralysis and often 80% is more than good enough. Sometimes it is better to just complete something than obsess over details that won’t make a difference. Set time limits for projects and stick to them.

• Let go of energy suckers. Get rid of negative, non-performing employees on the payroll. When management at 3M laid off the bottom 10% (the poorest performers) at one facility—their productivity skyrocketed up eighteen percent. 3M learned that negative employees not only produce less, but they also cost more. Negative employees destroy morale and turn off potential customers. As one employee said, “an energy sucker is the person you go on break with and come back more exhausted than when you left.”

• Let go of meetings. The great corporate time waster. So many meetings aren’t really necessary and too often they are poorly organized and run. Conduct training for effective meetings for all management personnel. This should include an evaluation checklist whether to have the meeting at all. Make sure that meeting organizers know how to create an agenda, start on time, and keep control of the proceedings.

• Let go of filing. Make your office paperless by using some of the new on-line filing systems such as www.thepapertiger.com. Easy to implement, you can manage both paper and electronic files. It eliminates duplication of materials and does not require scanning.

• Let go of crisis management. Avoid the tyranny of the urgent so that you can focus on what is important. Often the result of someone else’s poor planning; it can result in spending most of your day putting out fires. Let co-workers know that you plan your day and don’t jump from project to project. Insist on realistic timeframes for projects.
  

• Let go of interruptions. Train yourself and your co-workers to stop the frequent interruptions that block creativity and “flow.” Every time you are interrupted, it will take an average of 15 minutes to get back into the task at hand. Make sure you are not interrupting yourself with frequent breaks, cups of coffee, or chatting in the hall.

• Let go of useless tasks. Do you really have to do all the stuff on your “to do” list? I have seen executives typing their own letters, doing computer entry and other everyday jobs that could be easily delegated to someone else. Evaluate what you really need to do.

• Build white space in your life. UN-schedule time on your calendar and in your life to just think, read, walk, and relax. Have a weekend from time to time where you have nothing planned. Don’t schedule every hour of the day with no breathing room for the unexpected.

• Know what is draining your resources. Take a careful inventory of where your time goes and with whom. What activities/people deplete your energy? Evaluate how you can handle them differently. How do you re-charge? Structure your week with some re-charging activities such as exercise and hobbies.

Start plugging the leaks. Start letting go of the problems areas. Get rid of clutter, let go of your bottom feeding employees and control access to your time.

According to Albert Einstein, there are three rules of work: “Out of clutter find simplicity, from discord find harmony; in the middle of difficulty lies opportunity.”

Barbara Bartlein is The People Pro and President of Great Lakes Consulting Group. She offers keynotes, seminars and consulting to help you build your business and balance your life. She can be reached at 888-747-9953, by e-mail at: barb@barbbartlein.com or visit her Web site at www.ThePeoplePro.com

Published in Networking Today, September 2007