Pick your poison...then cash in

Some of the best advice I’ve ever received came from my friend Al Fahden several years ago, as I was bemoaning the fact a (smarmy) discounter had relocated to a store across the street from mine. He reminded me that retailers make a choice to be one-—at most, two-—of three things: a price leader, a product leader, or a service leader. You can’t be all three at once. Just isn’t possible.

He was right. I opted for product and service, then kicked butt against the price princess less than 250 feet away. Sweet.

I’m reminded of that often, as retailers struggle with how to approach the flagging economy. Al’s advice stands true today-—pick one or two and go for it. Apparently, Virgin Atlantic’s CEO, Steve Ridgeway, is of the same ilk, believing that if you offer quality product and great service, customers will come.

Well folks, the proof is in the pudding...or the profit, as is the case here. VA’s annual revenue is up a whopping 38% among airline competitors that appear to be racing to the bottom of the pile as fast as they can, slashing everything but the toilet lids along the way (just wait...they’re next).

And to what does the wise Mr. Ridgeway attribute this growth? Instead of trying to make money by cutting out everything but the bare necessities, he reminds us:

...the winners will be those airlines that focus on offering the best customer service. We have ... focused on providing the best product in Upper Class, Premium Economy and Economy....

Granted, it’s not as simple as “If you build it, they will come;” you still have to market the heck out of your product, then provide seriously great service. But pull that off and you’ve got a fighting chance at making some money.

And that, my friends, is true for retailers. Great product is vital, but more than that, service, service, service is the key. Customers are frustrated by the economy. By the election. By the stuff that just pulls them down. Give them a safe haven where they can hang out, laugh a bit, and feel like they’re the most important person in the room, and you’ve got a winner.

A little hospitality never meant more.

Why I’m hiding in the house

Returning home from my consulting trip in Alabama, I found this at the entry to baggage claim in the Minneapolis airport.

Pretty much sums up why I’m spending the week planted on my back deck. Having a few thousand wound up politicos swarm into town for a multi-day cheerfest is more than enough incentive to find anything-—anything-—to do that doesn’t require crossing my property line.

Make no mistake-—I haven’t skipped voting in an election since my eighteenth birthday; simply don’t feel the need to witness this circus act first hand. Besides, a few of us are still a bit miffed about the molasses-slow pace federal funding is taking for reconstruction of the fallen I-35 bridge. President Bush stood at the river’s edge and assured us there would be no delays.... Who knew a full year later we’d still be waiting while his party’s Big Party rolled into town?

Could be an interesting week. Especially if Governor Pawlenty gets the nod for V.P. (Edit: He didn’t get the nod, although he-—and most everyone else on the planet-—is wondering why Palin did.)

Nonetheless...won’t get me past my front yard. At least not until Friday.

Sit down and Stand Up

I’m going to ask you to do something simple. Sit down, then stand up...as in Stand Up To Cancer, a campaign being run simultaneously on ABC, CBS, and NBC at 7:00 p.m. Central time next Friday night (September 5th). The three major networks are donating an hour for a sky’s worth of luminaries to demonstrate that coming together can make change. And “change” is all you need; even those unable to afford a significant contribution can help out by launching stars honoring loved ones for the bargain basement price of $1.00 each.

The lineup of actors, musicians, media folks, and artists participating is mind blowing. It promises to be one heck of an evening.

One of every three women will be diagnosed with cancer. Half of all men will be too. My dad’s been there. I’ve been there. Too many people I love have been there. Do you really want to go there too, or hedge your bet by supporting further research? We’re on the edge of so much good...every little noodge makes a difference.

So sit down, Stand Up, and let’s do something good.

Weddings Etc.

If you’re in the Homewood neighborhood of Birmingham, Alabama, pop into Weddings Etc. on 18th Street. Owner Melissa Hill has created a smart, chic, retail boutique built on great product and even greater customer service. She knows her stuff, and is happy to share the wisdom. In my humble opinion, this is a retailer to watch, folks; she’s got big things ahead of her.

After you enjoy the store, take a stroll down to Zoe’s Kitchen for a glass of (addictive) limeaid made from fresh lime juice and cane sugar, with an order of chicken salad. You’ll think you’ve died and gone to heaven...

...until you bite into the requisite chocolate cake, at which you’ll realize heaven is located in Homewood.

You’ll thank me for this. Your bathroom scale, however...well...that’s your problem.

Photo: Melissa and her trusty manager, Meghan Ratliff

Pin Head

'Nuff said.

For the full story, click here.

Photo credit: Reuters Pictures

I need this (NYIGF edition)

Of the numerous companies making drop-in organizers for briefcases and bags, this one makes the most sense. Pouchees have more structure than the simple wrap around strips, are equally light weight, and have more functional pockets/slots that actually fit things-—when it comes to cell phones, pens, lipstick, tissue, credit cards, etc., one size certainly does not fit all.

Each Pouchee has light weight hoop handles that make pulling one out of your bag a snap, unlike the wrap around styles that require two hands; also, the squared shape tucks nicely into the corners of totes and briefcases, using every inch of usable space. I can easily see women swapping these from bag to desk drawer then back to bag on a daily basis.

If you order,go for the lighter weight fabric styles; the leather Pouchees weigh more and, frankly, don’t have the color intensity I’d prefer. Bright colors will be easiest to find in the dark depths of even the deepest tote.

I want this (NYIGF edition)

It might sound nuts, but Tod Young has figured out how to turn color into fragrance. Seriously. This works, folks.

With a background in interior design, he’s created the Palettes Collection, a series of six “aromatic tones” that tie to color groupings found in beautiful home environments. They’re not simple one-noters; these are complex, rich combinations that ring true to their namesakes.

I told you this would sound nuts. You’re going to have to trust me. This works. In fact, it works so well, there’s a patent pending on the concept.

Nuts and bolts:
Soy based candles, 80-hour burn time...room sprays that tie in, with elegance. Great packaging, great story. The company V.P. is from the advertising and marketing world, so Palettes will be a solid partner for stores into product promotion. Word of warning, though-—the buy-in is significant, so this isn’t for the faint of heart.

I want one of the Gray suites (candle and room spray) the way I “want” dark chocolate on a regular basis, so someone please pick up the line and call me. Soon.

RetailSpeaks members, keep your eyes out for an in-depth interview with Todd this autumn as part of our new Profiles series.

The Big Show

Admittedly, there's a sense of relief that comes with the last major gift show of the season. If there's a line I haven't seen yet, God only knows what it would be.

Those of you who keep up with these postings know that the (absurd, ridiculous, over-the-top, unsubstantiated) rumors about Atlanta got under my skin pretty good. Sure, the economy stinks, and sure, we're all feeling it, but is blowing the thing into Chicken Little proportions really the best way to turn things around?

Sorry. You’ve already seen my original rant and follow up. Back to New York...

Lo and behold, retailers haven't checked out as reported by the naysayers. They attended NYIGF in solid, order-writing numbers, oblivious to the nonsense floating around in uninformed circles. The world is not ending. Storefronts have not vaporized. Retailers are not cowards, curled into little fetal position balls under their desks.

And they aren’t numbskulls. They still planned shorter trips to save on expenses and get back to work-—just like in Atlanta. Vendors I spoke to (and there were a lot of them) felt positive about things, and were a whole lot more realistic about translating foot traffic into turnout.

Atlanta was great. New York was great. Dallas held their own, and Chicago was The Little Engine That Could, as evidenced by their strong seminar attendance. I’m calling this summer show season a winner folks.

Don’t even think about arguing this, or I’ll have to get the soapbox out again.

The Big Night

Yup. A good time was had by all (including me and my friend, Ted Teale, from OneCoast), but most especially the Retailer Excellence Award (REA) winners. Two, in particular, top my list:

Marketing Achievement
Healdsburg, California retailers Linda Chartier and Shelley Anderson (Midnight Sun Bed & Bath Shoppe, Midnight Sun Children's Shoppe), Nanci Bosio (Papitre), Cynthia Zizi (Zizi), and Sue Sacks (Options Gallery, Inc.) pulled together to create a buy local campaign...then convinced the city of Healdsburg to pony up $30,000 in support of it. You ladies rock.

Industry Achievement Award
The Gift and Home Trade Association
Yes, this is one of the Board of Directors I sit on, so yes, I was pretty tickled about the nod...and even more tickled to hear Kelly Dierke and Andy Bjork (current Chairman and past President, respectively) extoll the virtues of the Retail Advisory Board and our positive impact on the GHTA. Such a glowing review was both a surprise and a delight to hear.

Other award winners were:

Gift Store Design/Redesign
Hearst Castle Gift Shop in San Simeon, California

Visual Merchandising/Display
The Umstead Hotel Gift Shop in Cary, North Carolina

Retail Internet Innovation
Moxie in DeKalb, Illinois (a storefront retailer with a website that succeeds)

Lifetime Achievement Award
Carole Dixon, retiring director of 41 Madison, the New York Merchandise Mart (aka: Tabletop Nirvana)

Outstanding Manufacturer's Rep
Cindi Smith, OneCoast

Rising Star
Whimsy Press in Atlanta, Georgia

Photo credit: Ted's camera, but I don't recall who actually took the shot...? Hey, told you we had fun....

REAs tonight

This is it...the big night. The Retailer Excellence Awards are at the Marriott Marquis this evening, during which the GHTA (Gift and Home Trade Association) will accept the coveted Industry Achievement award. As a member of the Board of Directors, my enthusiasm might be just a titsch high on the Bubbling Over scale.

This is the fifth time I’ve attended-—twice as an award recipient, once as an award presenter. Best part is the crowd, comprised of the smartest, most plugged-in folks in the gift industry. It never fails that by night’s end, my mind is wheeling with creative ideas, my pocket is full of new contacts, and my juices are flowing toward ways to further promote my consulting clients. Now tell me, what’s better than that?

Back to the Big Apple

Seems my WorldPerks account is getting a lot of NYC activity lately. Just ten days after being there for the NSA conference, I’m headed back again for the NY International Gift Fair and REA celebration.

Already, there’s lots of shuffling about, with vendors wondering what traffic will be like, and retailers asking themselves if they can squeeze everything into a scant 72 hours. Rest assured to all who attend, although this show will likely be a quiet one, it’s not the end of the world...just means we’re doing things differently this time around.

Vendors, please be patient with the retailers who attend. They’re either at the end of the buying process, or are close to it. If they take notes instead of write orders in the booth, see it as a plus. That’s business rescheduled, not business lost.

Buyers, think carefully before you write. There’s never been a 4Q more unpredictable than this one. Take a peek at my earlier post (“Counting Coins”) about how to navigate the waters with smarts.

Those who think things through carefully-—then plan accordingly-—will come out on top. Those hung up on a glass half empty have already drilled a hole in the bottom for themselves.

Great resource, great offer

PrintMyStuff (aka: Century Marketing) just blasted a free freight special into my email box. Wanted to pass it along, since they’re a good vendor to have at your fingertips.

For years, we sourced a number of products from them, including clear labels printed in gold foil, rolls of stickers for our price guns, etc. They’re easy to work with, are competitive, and know the retail world inside out.

Given what freight’s costing these days, it’s a good time to stock up.

Is it just me...

...or does Shawn Johnson of the U.S. Women’s Gymnastic Team look remarkably like Chatty Cathy?*

You go, Shawn. Knock this one out of the park.

*If you remember Chatty Cathy, you’re in. And I don’t mean from antique stores.

Word clouds

For those of us graphically inclined, word clouds are cool and high impact.

For those of us more analytically wired, word clouds are data cells that reflect fact.

For those of us whose brains buzz on both sides, word clouds are a quick, one glance way to learn a heck of a lot about a document, web page, or other text-rich entity. The one above tells the Always Upward story, in under five seconds. Pretty effective, huh?

To create your own (free!) word cloud, visit the Wordle site. Have to admit, it’s kind of fun....

I’m just sayin’....

RetailSpeaks newsletter recipients have heard me hint at how 4Q will be built on tradition, home, and hearth. Well folks, don’t doubt it. This morning, Good Morning America did a piece about the surge in Christian themed product purchases. True, some of the stuff is kitsch-—as dearly as I hold my own faith, odds of a Jesus Christ bobble head doll landing on my shopping list are slimmer than none. Same goes for the Bible themed power bars (seriously...I couldn’t make this stuff up.) But make no mistake-—faith based gifts are on the uptick. Big time.

Don’t mistake this for an anomaly. As world, political, and economic jitters continue to encroach on their lives, consumers continue to pull back to a safer, saner, quieter time...and that’s childhood. To adapt, retailers need to embrace what I call “Mashed Potato Marketing,” built on documented human behavioral patterns rife with comfort food, tradition, and “all things home.”

For the full write up and buying advice, visit the RetailSpeaks newsletter archive (specifically the June/July issue).

Retailers who figure this out and buy accordingly will hold their own-—or better yet, do really well this holiday season. Those who buy like it’s 1999, though...good luck. This isn’t the year to bet on edgy trends or hipster brown and blue. It’s gonna be all about Christmas, Christ, and that guy in the funny red sleigh.

Now...pass the homemade ostkaka and a spoon, please?

123 Luckie Street

Just learned through the grapevine about a great loft only a couple of blocks from the AmericasMart Building 3 in Atlanta. Here’s the lowdown: 1,000 square feet, one bedroom, 1 underground parking space, on the top floor of the building, facing north (toward the Westin and mart buildings). According to the owner, “The home owners’ association is very on top of their financials, so there won’t be any unpleasant surprise assessments later on.” Currently, there’s a wonderful tenant living in the loft, but with his wedding slated for this month, that’s about to conclude.

With an address like “123 Luckie Street,” how can you miss?

To see photos and contact info for the owner, click here.

Here we go...fine print:
This blog is posted as a courtesy; neither Cinda Baxter or Always Upward has a stake in the sale, has accepted payment in connection with this property, or holds any responsibility for the sale, promotion, or ownership of the property. Likewise, neither entity represents or warranties this property or statements made about it.

Brain Trust

Let’s face it-—you can’t be in all places at one time, which means you can’t attend all the sessions simultaneously (probably a good thing; jamming that much information into every mental nook and cranny would land even the most mundane person in a neuro unit by day’s end).

Thankfully, I had the good fortune of meeting some truly wonderful folks along the way, whose values and professional ethics align with my own, recognizing the only way we succeed to is bring those around us along for the ride.

To Diana Repko and Nina Kaufman, you ladies are gems, with bright, shining futures ahead. Can’t wait to see where we all are a year from now....

And to Peter Stark, thank you so very, very much. While the success you’ve achieved is truly impressive, it pales in comparison to your generosity in sharing information and insights that come with years of experience.

I look forward to great things ahead. For all of us.

My newest hero

This whole NSA thing is really working for me.

The best parts of the conference come in bits and bites, via extraordinary keynotes and information-rich breakout sessions held throughout each day. With more than 75 topics to choose from, it’s not hard to find something of interest; truth be told, it’s a lot harder to narrow the list to one at a time.

This afternoon, my choice was a Marjorie Brody session focused on building one’s speaking business. I came away feeling great about where I am on the continuum, with wheels spinning about the other four hundred things I could be doing to take things up a notch.

It’s not often you get to learn from one of the pros-—especially one who’s so enthusiastic about paying it forward. Three cheers, Marjorie. Much deserved.

Service with a smile

I've taken to finding people who reeeeeally "get" customer service from segments other than retail. These are seriously savvy folks who not only understand how consumers tick, but make treating them like the The Only Customer On Earth look easy.

Those of you in RetailSpeaks are in for a treat; starting with the upcoming August issue, you'll see interviews with these miracle workers about what makes them tick and what makes their customers smile. Think of it as a Masters' Class in Customer Service 101.

Already in the pipeline: Patrick Chen (once Epson, now Envelopments) and Michael De Vincenzi (Head Captain, Salute! in New York, shown here with pastry chef Michele Marconi). Trust me. They’re worth the wait.

Not your typical "conference"

No, this isn't a rock concert...although, yes, it certainly looks (and sounds and feels) like one. This is, dear reader, the National Speakers Association national conference, and lemme tell ya, this ain't no mundane group. When the official Opening General Session opened tonight, it did so with the Rolling Stones blasting over the (admittedly impressive) sound system while normally tie-clad speakers with stellar reputations stood atop chairs and gyrated like they were eighteen.

Translated, this is the largest adrenaline rush on earth.

High points of the day:

“Nametag Scott” Ginsburg-—He’s either crazy or brilliant. I’m going with option B. Anyone who lands on CNN in his early twenties has something figured out.

Manny Medrano--The former ABC Supreme Court corespondent and former federal narcotics prosecutor in L.A. has moved--and continues to move--mountains with his challenge to lead your life with courage, heart, and soul.

Bill Stainton--Who knew the Beatles were teaching us about public speaking? His ability to turn the pop icons into a career lesson is astounding, entertaining, and crazy-brilliant.

God only knows what's in store for tomorrow. At this rate, I'll be levitating by Monday morning.

Off to the Big Apple

Might be a little quiet here on the blog for a couple of days; I’m headed to New York for the National Speakers Association conference. It’s my first time with this group-—could be interesting to see what happens when you gather this many extroverts in one place. Or really scary.

Seriously, I’m pretty hyped about it, given how highly regarded the NSA is and how much I enjoy my speaking career. Something tells me it will takes days to come down from the adrenaline rush ahead.

Promise to let you know if I begin to levitate.