10 Things No Retailer Should Be Without

10. Emergency copies
The following items should be kept off-site, in a secure, locked, fireproof location: all passwords, PIN numbers, bank information, xerox copies of the front and back of your store credit cards, an extra set of keys, and computer logins. Don’t forget to add contact info for the landlord, alarm company, insurance company, and store manager or key employee. If you’re hit by a bus, a loved one or trusted employee can get to the information necessary to keep your doors open ‘til you’re up on your feet again.

9. A corded telephone
It’s inevitable. The power will, on occasion, go out. Whether weather, nearby construction, or just plain line failure, it’s good to know you can still answer the phone when a customer calls.

8. A manual credit card ratchet and carbon slips
Yup. The kind you (or your folks) grew up with. That same pesky power failure cuts off credit card transactions immediately. Old school ratchets allow you to take the card, then call it in for approval (now, if you also have a corded phone).

7. An extra pack of printer/fax paper
Stash this out of sight so no one uses it then forgets to tell you...until it’s gone and you’re waiting for an important fax.

6. An extra set of critical ink cartridges
Fax, credit card machine, and your main desktop printer. Stash them with the extra pack of printer/fax paper to be safe. Keep an eye on any by HP, though, since they have expiration dates that make them non-functional (been there, done that...not a pretty sight).

5. A bottle of decent champagne and glass flutes (not plastic)
Bonus points go to retailers who have bubbly on hand when their best customer comes in to announce they’re engaged, a new grandparent, bought their first house, or celebrating some other major milestone. Maybe the good news will be a winning lotto ticket and they’ll share.

4. Quick fix
Advil, Pepcid AC (fast antacid), BandAids, Listerine strips, and eye drops are invaluable. Think: 60-second “saves” for whatever ails ya. Put extra Listerine strips behind the counter so employees can sneak one when retrieving an “accidentally” dropped pen or pencil in a pinch.

3. A stash of Power Bars and bottled water
That headache might be more about dehydration and hunger than Mrs. Nastypants and her nitpicking. Or not. Add an M&M dispenser and you’re golden (chocolate cures all ills).

2. An accountant and an attorney with retail experience
Ours is a business that follows some pretty unique rules. Make sure your numbers guy and legal eagle know those rules first hand.

1. A trusted industry mentor
My first was a consultant named Laurie. Later, it was a fellow retailer named Judy. Over time, it became a small group of trusted friends in the industry who emailed daily. Find yours. Ask questions. Listen. Repeat.

Inspirational ink

Granted, I’m not a big believer in third party inks. Have had too much trouble with quality over the years-—a major problem for someone who relies on accurate, fully saturated color for a living. If, however, you have a printer sitting around that’s not being used for color-sensitive (read: customer) print tasks, check out about this article about one of the most off-the-beaten path providers out there. Being ripped off by these guys seems extremely unlikely.

As a word of warning: Since Epson mounts print heads directly on their cartridges, I do not recommend third party options for their Stylus printers-—especially the R1800, R1900, or better. Once removed from the tank to refill the cartridge, the print head cannot be remounted with the necessary airtight seal.

Photo credit: LaserMonks

The lesson lives on

Randy Paucsh, we’ll miss you.

You stood in front of a lecture hall filled to the rafters and delivered what will go down in history as the most extraordinary lesson on earth. With a smile and with humor, you reminded us what life is really all about. And you made it fun. And you made it something we could all aspire to.

Your book sits on my coffee table as a reminder that life is short. Joy is not.

At least, not if we paid attention to the lecture.

Rest in peace, oh happy one.

Photo credit: Carnegie Mellon University

Road rep karma

2008 could become The Year of the Road Rep, for those who play their cards right. Smart reps who have maintained consistent relationships with their retailers will be sitting pretty, more necessary-—and appreciated-—than ever during third and fourth quarter.

Those who have been lazy, however, just now appearing at stores, ready to cash in, will be laid out like a bad bear skin rug by retailers with short fuses and long memories.

One reaps what one sows. Welcome to the harvest.

Numbers Unplugged

My heartfelt rant about the numbers game and Atlanta attendance is apparently getting some traction. Have had a couple of phone calls and emails from vendors asking where, then, I think the disconnect is between what they saw in their showrooms and the actual attendance count data. Here’s my response:

1. Look around your showroom. Are the products offered also begin carried online? If so, there’s part of your problem. Retailers are avoiding things that can be found in their stores, then purchased online for a discount. Why in the world would they want to be some e-tailer’s free showroom?

2. Are your vendors selling to big boxes? There’s another part of your problem. Independent retailers have had it with Target, Kohl’s, WalMart, and the like. They’re trolling those aisles before they come to market, making darn sure they don’t pick up the same stuff.

3. Did your vendors offer new product? Did you show new lines? If not, well, duh. Explains why the temps had foot traffic and you didn’t. Lots more newbies...less overexposure.

4. There are three types of buyers right now:

• (a) those with ample spending money
• (b) those closely watching budgets while buying responsibly, and
  
• (c) those who don’t have money, period (aka: the “Lookie Loos”)

Group A showed up and ordered. Group C skipped the show entirely (don’t even try to tell me that’s a bad thing), and Group B-—the vast majority of buyers-—will be working with your road reps or faxing in orders from catalogs. That’s not lost business. It’s rescheduled business, if you play your cards right and attend to their needs without making them feel pressured.

5. Smart buyers aren’t front-loading with as much inventory as before. Smart buyers are bringing in sure sellers, at a conservative pace. They plan to place reasonably sized re-orders as needed, rather than take on a whale-sized shipment all at once. As cash comes to them, orders will come to you. Can’t judge a show on just the paper written at it any more; technology and a sagging economy stretch that window out by six months.

6. Double check your math. When pondering quieter hallways at the show, did you factor in the reality that most buyers are clipping their stays down to two or three days? Ex: Let’s say you have 100 people (for the sake of easy numbers), five days, and a hallway. In a good year, all 100 people are in the hallway every day, from morning to night. Makes it look like 500 people were there (100 x 5), but there really were only 100. Now...let’s say those same 100 people each cut their time in the hall to only two days. Still had all 100 people...just never saw them in the hall at one time. Some days, could have been as many as 80 of them there...other days, could have been as low as 20. Never all 100 in a single glance. Trying to gauge show attendance by traffic levels without factoring in frequency is flawed math. Badly flawed math.

It’s all cyclical, folks. Let’s use this economy to hone our skills and survive together.

The doorknob is fixed

Finally. The new site is now fully functional, complete with the automatic entry to the site. No more need to jiggle the doorknob (aka: click on “skip intro” link).

Big thanks to Linda and Martin on the Adobe User Forums for holding my hand through this.

Numbers Nonsense

This is absurd.

The 30% tale has now ballooned to an eye-popping 40-50%, as stated by someone in a large, visible industry group (who shall remain nameless).

By NYIGF, I fully expect to hear that only seven buyers showed up in Atlanta all week. These rumors make the children’s game of “Telephone” look like an exercise in astrophysics.

Enough already.

New Digs

Well, I finally got it finished-—the new and improved Always Upward website just went live, and it’s about a thousand percent better than the three page “slap somethin’ up there before market season begins” version folks have been staring at. It’s a pretty major overhaul...not just scooting the furniture around the room to make things look different.

The only hitch is that you have to manually click on the “skip intro” link to move to the home page. No clue why...that’s never been an issue. With luck (and help from some techie friends), that will be cleared up soon. Until then, gotta actually turn the door handle to enter.

Thanks for being patient about this, everyone. It’s been a hectic (in a good way!) summer.

Transitions

Congrats to Ann Fruland at the Chicago Mart, who was just transitioned into a new role with MMPI: Director of Marketing for The Merchandise Mart International Antiques Fair. Granted, the twice yearly consumer event will bring new challenges, but Ann can handle it. She’s a sharp cookie who’ll make things move.

Still...sure will miss you on the Gift Show side.

Trolley Tour: Findables

Final stop: Findables (1643 N. Milwaukee Avenue).

We were welcomed with open arms, this time by someone who’s been paying his dues in Chicago retail for over twenty years. David James Ginople is a vivacious, highly respected local businessman in the community, and someone who’s weathered both good times and bad. He immediately jumped right in, sharing his wisdom and enthusiasm with attendees, reminding them they can survive this crazy economy if they simply think out of the box, giving customers what they want while making sure they (the store owners) simultaneously get what they need.

After hanging on his every word, the group spread out in the store...then at the register (if you can get a roomful of store owners to open up their wallets and pay retail, well...you’re doing something really right). From terrific table top to beautiful jewelry and hats, his eclectic product mix works well. If you make it from one end of the store to the other without being seriously tempted, well, then you’re not really paying attention.

David could teach a master class on running a successful store. And on how to light up a room. And on how to best serve the customer. Pretty impressive combination, if you ask me.

Trolley Tour: Elevenzees

Note to stores invited to be part of the Trolley Tour:
Allow participants to take pictures inside. They’re there to see and learn, and they paid money to do so. Would have been nice to feel like a welcome guest rather than a closely watched trespasser.

Trolley Tour: Smitten

The Trolley Tour on Sunday night was a lot of fun, due in great part to the fact I got the coolest trolley group to ride with (figuratively, not literally, since it was about 100 degrees in the front part of the car where windows refused to open). We had fun.

So...to the stores on the tour. First stop: Smitten (1041 W. Madison Street).

This fairly new endeavor on the Near West side of Chicago is geared toward engaged couples looking for one stop shopping as they create the wedding of their dreams. From bejeweled frames to cute attendant gift ideas, their offerings were lovely; the atmosphere of the store is a cross between Paris chic and warehouse hip, with white painted brick walls, a massive black chandelier, and French doors that open from the back into what will soon be a refreshing garden area.

Private consult rooms are set off the main floor, which is a bright idea--but not based on light level. In the words of a nearby tour member peering into the small, decidedly dark rooms decked out in black and white, they’re “kind of depressing."

The attitude, however, was sunburst brilliant, as the owner, Kirstin (last name?) welcomed us with open arms. Undaunted by clicking cameras and a barrage of questions, she showed us all what retail hospitality is about.

If they bring in a solid selection of wedding invitation lines, this little gem could turn out to be one big, multi-carat diamond. So far, so good.

Retail Rock Stars

To the retailers who attended my “Speed Networking” session on Sunday:

You guys rock. Big time.

It was my first fully interactive gig (as well as the first time I’ve allowed someone else to name the theme), which had the butterflies in my stomach flapping like mad over breakfast that day. As I told Mom, “Either this will work spectacularly, or it will bomb spectacularly. We’ll know in the first five minutes.”

Thankfully, you guys went with option A...and continued to do so for about an hour after the session officially ended. Felt like a proud parent on graduation day.

So...keep it rockin’ folks. You truly are someone’s Go To Guru* and the apple of my eye.

*If you were there, you know. If you weren’t, well...shoulda been.

The Numbers Game

Prepare yourself. I’m about to climb on my soapbox.

We all know the economy’s tight. And we all know that a tight economy will have a negative impact on the gift industry. And we all know one of those negative impacts is lower attendance at the gift shows.

No shock there.

What is shocking, however, is the rampant rumor mill surrounding attendance at the Atlanta gift show last week. Granted, I’m partial to Atlanta as one of its Advisory Board members, but that doesn’t make me stupid. I’ve got it a bit more together than that.

Here’s where I climb up on my box, so buckle in.

A person (who shall remain nameless) told me Atlanta’s attendance was down 30%. I assured him that number was wildly (read: incomprehensibly, extraordinarily, over-the-moon-ily) inflated...which it was. Having attended last Monday’s meeting, I know the actual number, and folks, it ain’t even remotely close to this sky-high 30% stuff; attendance was significantly better than that.

As in double-digits-significantly.

What gets my goat, is that the same rumor found its way to Chicago in a mere six days, where it had grown to a whopping 30-40% drop. The person who told me (who shall also remain nameless) is someone of the highest moral character...the kind of guy who simply isn’t into rumors.

Needless to say, I nearly came out of my shoes.

Yes, marts and shows are competitive, and yes, many “fudge” on the numbers to gain a (perceived) advantage. But-—and this is a big but-—Atlanta is using hard data. They count the number of buyer badges printed on-site; they aren’t using eyeball estimates of how many people are in the hall or strolling through a showroom. They’re counting actual breathing, physically present bodies. Besides-—they’re audited on this stuff.

Face it-—with most buyers opting for shorter market trips these days, showrooms aren’t going to look like they did when everyone stormed the hallways all at once. Buyers are coming in shifts, which lessens bottlenecking, just like highway on-ramp meters do. No mystery there.

Also, they’re getting pickier about whose product to take a chance on this holiday season. If it’s a sure hit, they’re in. If it’s the least bit iffy, well...as Heidi Klum would say “Yow out.”

Folks, we have a choice to make. Either we get real about what’s going on in our industry, then adapt -or- we allow rumors to perpetuate a gloomier reality that we already have.

Of course, the latter will only make things worse, which is just plain ridiculous.

Some showrooms saw 30% drops in their traffic and their orders. Some showrooms saw 30% increases in their traffic and their orders. My bet is product and attitude have a lot more to do with which end of the numbers game someone’s on than attendance, regardless of where they’re showing.

So...whadaya say we all put our pointy sticks down and stop trying to poke holes in one another? Maybe, just maybe, we can float back to the top en masse when this thing passes.

There. End of rant. Thanks for listening.

Chicago Market

Holy cow, this is gonna be great.

Just found out the Power Lunch session I’m hosting at noon will probably be sold out, now that on-site registrations are factoring in. As buyers tighten their travel budgets, there’s no question the regional markets are holding their own.

The session title is “Speed Networking.” Needless to say, with a moniker like that, it’s going to be fast paced, fun, and a little fly-by-the-seat-of-your-pants entertaining. Honestly, I can’t wait, having never tried this format before.

A “Strategies for Challenging Times” Forum later that day combines me, Carol Schroeder, and Tom Ungrodt (all charter members of the GHTA Retail Advisory Board). Tom will cover managing your cash flow investment; Carol will get into trimming your expenses and overhead; my segment’s about paring down your inventory to a cleaner, meaner mix, then dealing with what I call “Psych Marketing 101.”

If you’re in either (or both), be sure to say hello.

Photo credit: Merchandise Mart Properties, Inc.

Counting coins

Here we go...the start of the Chicago show, with two (jam packed) speaking gigs tomorrow and my mom by my side. It’s Liz’s first time to the Mart here, as well as her first stay on Michigan Avenue. Should be a fun weekend.

The market season‘s officially into high gear. Today, one of my consulting clients asked how best navigate all the show specials popping up as vendors find themselves carrying the weight of excess inventory. Here’s my advice:

1. If an opening order is more than you need/want, it’s not a good deal. Walk away.

2. If a show special requires more product than you need, it’s not a good deal. Walk away.

3. If bumping a bunch of addition product into an order for the sake of getting free freight, do the math. If the additional product costs more than the freight would have, it’s not a good deal. Walk away (or simply lower your order).

4. If you’re required to buy really deep instead of really wide-—when the price tag would be the same-—explain to the vendor, the more shelf frontage they have, the more customers they’ll snag. If they still insist you order deep, walk away.

This year, it’s more critical than ever that you buy smart. There are a lot of offers and programs out there, many of which look great on the surface but may end up robbing you blind in the end. In the next couple of months, you’ll see me address several of the dealer programs in my Gifts and Dec column, “Retail Enabler.”

It’s a complicated market season, folks. There’s old math...new math...and retail math. Time to brush up on the latter.

Deep breath time....

Yes, the news is scary. According to a CBS/New York Times poll released today, Americans judged the economy this way:

Getting better.... 3 %
Getting worse....67 %

Like the retailers don’t already know that.

The reason I bring this up is to remind retailers of an important lesson we all learned as kids.

Thank back to first time you recall getting a shot at the doctor’s office. Odds are, you were scared silly about the idea of some guy in a stiff white jacket shoving what looked like a javelin-sized needle into your sweet little arm. And, odds are, your mom or dad looked you straight in the eye, calmly told you everything would be fine, then gave your hand a good, solid squeeze of support before you slammed your eyelids shut, bit down, held your breath, and counted on them being right.

My point, dear reader, is that that attitude of positive confidence is what sold you. If they said you’d be okay, well...you’d be okay. Period.

The same rule applies to how you approach customers right now. Yes, they’re scared; they feel the “sharp pointies” as much as you do. The difference is that they’re looking into your eyes, listening for your reassurances, seeking proof that their neighborhood haunts are safe havens where things remain solid and safe and familiar.

“Psychology is critical,” reminds CBS correspondent Anthony Mason, “because fear comes out of uncertainty. Psychology and confidence are critical.”

So as hard as it is...as scary as it might be...you’ve got to be the parent. You’ve got to look customers straight in the eye, smile with confidence, and tell them in a calm tone that everything is okay. Doesn’t matter if you believe the polar opposite or are jittering beneath that calm exterior. Give their hand a squeeze and convince them their world is solid. Make your store an island of “normal” and there’s a better than good chance yours is the one they’ll continue to visit, continue to shop in, and continue to spread the good word about.

Don’t give them that safe zone and they’ll run like rabbits faster than it would have taken you to bundle up your sleeping bag, fuzzy bear, and lucky nickle, headed to your best friend’s tree house.

Besides, maybe...just maybe...you’ll feel a little bit better too.

This psychology thing works both ways, after all.

Uncle Steve leaves the building

Admission #1: I’m an Apple junkie (duh).

Admission #2: I’m also addicted to “The Secret Diary of Steve Jobs.”

For those of you who don’t join me in either of those joy-filled habits, this means little. For the rest who recognize Dan Lyons as the guy behind the curtain, well....swan song time.

We, the devoted, knew this day was coming. After outing Lyons as the author of the sometimes raunchy, always cerebral, and constantly entertaining blog supposedly written by Apple’s founder, Forbes began actively supporting-—and advertising on-—the site. Now that Newsweek’s snapped Dan up, well.... The old employer wasn’t likely to continue promoting the author while the new employer had him. End of blog.

This morning, I stumbled across this video of Dan Lyons doing the keynote at Web 2.0 Expo in San Francisco in April, before the leap. Gotta admit, he’s funny, in spite of the language (a bit, um, risqué for many) while completely in awe of the fact what began as a joke turned into a cultural bookmark.

Farewell, Fake Steve. We’ll miss you. Namaste.

Editors note: Having had sufficient time to peruse Mr. Lyons’ new blog (posted under his real name), I can’t say the warm fuzzy feelings have held. As himself, he just comes across angry and bitter-—no interesting wit or clever edge to the text. Sorry to say it, but Uncle Steve truly left, in every sense of the word. Bummer.

The Powers that Please

One of my duties (and a distinct honor) while in Atlanta is to serve as a member of the AmericasMart Advisory Board. It’s at our Monday morning meetings that voices from around the industry join with those of AMC to continue shaping the future of the shows.

Lemme tell ya, lots of good comes from these meetings. Continually expanding broadband access, AmericasMart University, and special travel rates for attending reps are just a few things that sprang from conversations begun at this table. The people around it are committed, brutally honest, and determined to be the best of the best, period.

Here are a couple of highlights from conversations with fellow members I think you’ll appreciate:

Sunday Saved
Most attendees know that downtown Atlanta lost all water Sunday afternoon when a water main blew, however few know how close AMC came to shutting down the show as a result. With the mandatory four hour limit approaching that would have required emptying the buildings, Virginia Gorday averted disaster by engaging the mayor’s office, the fire department, and a whole lot of maintenance staff to carefully monitor the problem, babysit pipes, and release valves as water returned to the system. In buildings this big, you can’t just turn on the tap like an outdoor spigot; there’s a carefully choreographed ballet required to get things flowing again...and Virginia’s the grande dame of pirouettes.

Dorothy and Toto Fly Solo
During the dry spell on Sunday, a handful of buyers and vendors asked me what would happen in a real emergency, like when a tornado visited Atlanta a few weeks ago (as if not having functional bathrooms after those three glasses of iced tea at lunch didn’t qualify as an emergency???). So, as Jeff Portman and I are headed back to Building One after the meeting, I asked him. Here’s the direct quote (with his permission):

“You see these buildings [while motioning to One and Two]? They’re frickin’ bunkers. That one too [motioning to Three]. Built entirely from steel and concrete. You can’t knock the things down. Frickin’ bunkers. Seriously.”

Turns out the staff was actually inside them during the tornado, with no bobbing, weaving or swaying involved. The only damage was in leaky windows and glass in the skyways, which is remarkable, and proof positive that he’s right. These things are frickin’ bunkers, which makes me frickin’ happy, in a big way.

Pretty impressive when you consider the amount of damage done to the adjoining Westin, where approximately 100 guest rooms saw their windows blown out.

Greener Days
The Mart’s a big place. Which means a big carbon footprint. Understanding the importance of reducing the latter while growing the former, AMC has committed to Green Hours, running July through September when power usage is at its heaviest. By resetting building hours during non-show times, the mart reduces energy use by a whopping 400,000 kilowatts, or 628,000 pounds of carbon dioxide in the atmosphere. The new plan doesn’t impact business hours; those still stand at 10:00 a.m. ‘til 4:00 p.m. From now on, though, the building itself will shift an hour earlier, to 7:00 a.m. ‘til 4:00 p.m., which works well for everyone.

Network News

There’s nothing as reaffirming as letting it all hang out with fellow retailers. Thanks to the RetailSpeaks members who made the haul to Atlanta; thanks to Debbie Dusenberry for inviting me to meet her roomful of friends too (shown above).

Of course, the Westin is probably thankful we’re all gone, since the volume got “up there” as our enthusiasm grew.

See? You really aren’t alone out there, folks. It’s simply a matter of connecting the right dots.

I need this

How many of those little corrugated cup sleeves have you tossed in the trash over the years? And if you’re like me, how many times have you reached for your Starbucks card and realized it’s in the other purse/bag/briefcase?

Hip Grips from Seattle vendor Allie Walker Designs resolves both issues with funky fabric wraps that not only hold your cup, but also hold your card. The insulated hot-or-cold cup wraps are adjustable, reversible, washable, crushable, and functional. Available in Sport, Statements, and Everyday designs, the latter of the bunch was my favorite, offering the most latitude in colors and personalities (I already know which two I want, so if someone in Minneapolis picks this up, drop me a line).

Be sure to take a peek at the gift sets of four-—they really “pop” on the shelf. Countertop displays are also available.

To contact them, call (206) 729-4988 or visit their site.

I want this

If there’s an award for the single prettiest line at the show, it goes to Ferrare With Company. True, my inner bling attracted me to the line, but of all the sparkling, twinkling, delicious girly-girl options out there, this one is the best of the bunch. Frames, mirrors, and other accessories are encrusted with Swarovski crystals and semi-precious stones, becoming elegant pieces loving made by hand.

The candles shown above are a good entry point for upscale stores looking to test the waters. Same for the Layla frames. From there, you can grow into the more luscious pieces like the amethyst encrusted 8 x 10 frame I’d give my eye teeth to own.

For info, visit their site by clicking here or call them at 323.933.9025. If Christina herself answers the phone, you’re in for a treat. She’s a gracious as she is gorgeous.

Hail to the Chief

We can finally stop crossing our fingers-—Caroline Kennedy has been tapped as Gifts and Dec’s new Editor-in-Chief. The news spread like wildfire at last night’s premier party for the AmericasMart Building 2 West expansion, as she drifted around the room in her quiet, elegant manner, covering the show, doing her job.

The news broke in New York while she was in Atlanta, visiting with Jeremy Hirsch (V.P. of Marketing, OneCoast) as the gift show began. After allowing repeated back-to-back cell calls to roll to voice mail, it became apparently someone was desperate to reach her. Being the class act she is, Caroline excused herself, checked the caller ID...found her employer’s name...returned the call...

...and changed job titles.

Get used to ringing, ringing, ringing, Caroline. There are a lot of excited people out here, anxious to wish you well.

Welcome to the big office. You‘ve earned it.

Two West Wing

We got our first glimpse of Building Two West Wing tonight at the Exhibitors’ Party. Granted, the soiree was held in the cavernous area for temps that “undressed” is simply a big room, but fill that room with dramatic lights, a great band, and a whole lot of folks anxious to get moved in and you’ve got one heck of a party.

Just wait ‘til the January show; you’re gonna be blown away.

And yes, there are additional elevators.

Photo credit: The show daily published by Reed Business Information

Atlanta

Welcome to the Big One. Welcome to Atlanta.

At first glance, traffic is pretty good-—not jammed, but good. According to several vendors, the “majors” (ie, the national accounts) are coming in next week in lieu of their usual pre-show visits, working around long Fourth of July vacations. Helps explain why it’s easier to snag an elevator in Building Two.

I expect to see the pattern from NSS and Dallas repeat here, with traffic sharply dropping around mid-afternoon on Sunday. Buyers haven’t forgone the big shows; they’re just squeezing them into two or three days instead of the familiar five or six.

Note to vendors: Embrace these die hard, come-hell-or-high-water retailers. They’re making it work, even if it means some sacrifice along the way.

Note to road reps: If you don’t take advantage of this, you’re nuts. There’s never been a time getting out there, in person, has been more important or more welcome.

1 Great Guy

I’m a big believer in good product and even better customer service. This afternoon, I’ve been reminded yet again what that looks like, and it looks like 1Password and Dave Teare.

Rather than give you the whole sales pitch about how great I think 1Password is (and believe me-—I do), let me sum it up this way:

1. I don’t have to remember anything any more. Dave’s software does that.

2. I don’t have to worry about security. Dave’s software does that too.

3. I don’t have to worry that if I get hung up, someone will be there. Dave and the rest of the group at Agile Web Solutions have pretty much sewn that baby up too, with a smile and a heartfelt “we’re here to make you happy” approach that never, ever wears out.

My techno life is divided into two realms: B1P (before 1Password) and A1P (yup, you guessed it). Toss 1P’s online sibling My1Password into the mix, and you’ve hit perfection.

Seriously, this guy and this company redefine A+, as does their software. Check it out. You’ll thank me for it later.

The next hurdle

Just found this yesterday, and nearly choked. Admittedly, there’s logic to back the author’s argument favoring large purchases being made online-—when money’s tight, customers get savvy about how and where they can save it.

The downside? If it’s a large or expensive item that they can find online with a retailer who’s not also local, well...even I’d be tempted to save a few hundred dollars on a big ticket purchase.

The upside? In this economy, the average customer isn’t looking at a large ticket purchase, unless it’s absolutely necessary. And a lot of online retailers are going to have to dump the free freight option, in light of rising fuel costs.

What this means, is that now’s the time to start stacking the deck in your favor. If you haven’t done so already, start planning your holiday promotions today-—and that includes special events...create a custom shopping service that provides suggestions to your best customers based on what they’ve purchased in the past...come up with a bag stuffer that highlights lines you’ve ordered for 4Q delivery, hyping the fact you’re not only here, but prepared for a successful holiday season...figure out how to pump up your it-better-be-free gift wrapping service...

...and don’t panic. The upcoming holiday season is going to be about not only reasonable price points, but getting as much bang for the buck as possible. Don’t limit that bang to just the product; consider what you’re offering as a host. Your store is your home. Your customer is your guest. Make sure they enjoy the stay while looking at all the pretty things.

Transitions

Today’s officially the first day of the rest of Maria Weiskott's life, having turned over the reigns as Editor in Chief at Gifts and Dec. As someone who had the privilege of writing for her, I can attest to her keen eye and ability to cut to the chase; she’s direct, she’s clear, and she knows what needs to be done.

It’s been an honor, Maria, and a pleasure; hope we get to collaborate again in the future. Until then...kick back, enjoy the summer, and soak up all the kudos for a job well done. You’ve earned ‘em, sister.

Independents’ Day Hymn

"Independents Day" (spelling intentional) has been used a lot to promote the little guy:

2001:
Grundig, German manufacturer of world band phones and electronics, launched a year long “Independents Day” campaign promoting locally owned retailers who carried their line. The retailer who sold the most product won a trip to the U.S....on the Fourth of July.

2004:
The Federation of Wholesale Distributors in the U.K. launched its “My Shop is Your Shop” campaign on June 1st, dubbed “Independents’ Day.” Over 5,000 retailers participated with great success.

2006:
Two dozen retailers launched a “buy local” campaign in the Portland, Oregon area...long before most U.S. consumers had even heard the phrase.

2008:
Record labels from around the world kicked off their inaugural “Independents Day,” celebrating the role of indie labels in pop over the past 50 years.

In keeping with the patriotic theme, here’s my little ditty for independent retailers everywhere (to the tune of The Marine Corps Hymn, aka: From the Halls of Montezuma):

From the lanes of small town USA
to the streets of NYC,
there are independents everywhere
and we’re happy so to be.
Our job‘s not the easiest around,
and our work load’s ten times yours.
Still, we’ll stick to what we each do best
just to keep open our doors.

We know customers by their first names
and we know their kids’ names too.
We hear personal things most should not
as we show folks what is new.
As a therapist, we’re free of charge
and we’ll sell the latest wares,
but start buying from those online stores?
Good luck finding one who cares.

Yes, our hours are shorter than the “bigs,”
and we carry fewer lines.
We can’t offer 2/3 off the price
or impress you with big signs.
Still, we’ll give you better quality,
both in goods and service too.
If you need cheap stuff, then go to them;
come to us for what is new.

So to Walmart, KMart, and the rest,
do you think your staff can sell?
Give them Mrs. Johnson’s two hour chat
and they’ll think they’ve gone to hell.
And to online stores like Amazon,
who are open round the clock,
we don’t want to be what you’ve become;
we like profit with our stock.

Need the newest thing or latest buzz?
Get it from your corner store.
We are nimble, quick and sharp as tacks,
and will always provide more.
We will be here when it rains or shines,
and will rise up to each test.
As an Independent Retailer,
we are, simply put: the best.

© Cinda Baxter, Always Upward 2008

Better hurry....

Just got an email from Sara at the Chicago Mart-—if you’re thinking about attending either the Power Lunch session or the Trolley Tour, better sign up soon. The head count’s getting up there fast on my noon session, and we’re already up to four trolley cars for the tour.

Both promise to be big fun. If you’re on my trolley car, be sure to say hi-—looks like I’m playing Hostess with the Mostest on one of them.

Of course, I have to behave, since my mom will be along too.

Wink, wink.

Chicago game plan

Gotta tell you, I’m really looking forward to the upcoming Chicago gift show. This time, I’m speaking at two sessions-—first, the Power Lunch on Sunday, then later that afternoon as one of three presenters at the GHTA Forum and Trolley Tour.

The two sessions couldn’t be more different. The Power Lunch is titled “Speed Networking for Retailers,” as I wear my RetailSpeaks hat, focusing on fast paced, out of the box thinking with a roomful of peers. Don’t get nervous-—it ought to be fun, and will send you home with the creative juices flowing.

The forum is a bit more on the serious side, titled “Strategies for Challenging Times.” Tom Ungrodt, Carol Schroeder, and I will frame an attack plan for squeezing more cash out of your stores in this upside down economy. Immediately after the forum, we’ll set off on a Trolley Tour of cool stores in the Chicago area, complete with a yummy boxed dinners and drinks.

For descriptions of the sessions (as well as others), visit the Chicago Market Living and Giving website-—or just click here.

To sign up for the Power Lunch or Trolley Tour, rsvp before July 7th (by clicking here). The Power Lunch is free; since the Trolley Tour includes drinks, that one’s a nominal $24.99 per person (and is worth it; we really had fun last year).

To attend the forum, just show up. No rsvp or charge involved.

Hope to see you there; be sure to come up and say hello.