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There are- or, were- two independent bookstores in our small city. There are now none, although there are three big box Book retailers. This must be a cliche, if not a full blown meme- blog lamentations about small, quirky, independent bookstores closing, right? I visited the last to close recently, as they had a going-out-of-business sale. This store opened in the early 1970′s. I know, right? Wow. That’s what I thought too.

So what went wrong?

First, a confession: I am a full on Amazon.com fan. I mean raving fan. Look- Amazon has anything you could possibly want. It’s priced right- I mean, Isaacson’s Steve Job’s bio, Amazon’s #1 selling book of the year- is $17.87. That’s cheaper than Sam’s club. Why would you pay more? Order this morning, it’ll be on your doorstep in 2 days. For free if you’re a member of their Prime club. Oh, and if you are then they recently gave you free book loans. And free videos. And free (well, technically, prepaid), quick service. Great phone shopping ap. I could go on and on.

The big boxes have, well, Starbucks inside. Ok, you can’t use your Sbux card, which is a major bummer, but that’s a plus.

So why are we even talking about small Independent bookstores? As I shopped this one, which even in it’s out-of-biz sale only was taking 20% off (seriously?), I struggled for an answer.

Then it came to me.

As I browsed something became obvious: what the local store can offer is interesting, even challenging curation. This store had unique, interesting books in all categories that I had never heard of. That I probably would never hear of otherwise. A huge collection of “Modern Library” classics, a beautiful set of books, deeper in authors’ catalogs then just the old standby’s, which (at 30% off) I picked up a bag full. Try to find these on Amazon, it’s not easy. Just browsing the books got my brain working, and got me excited to read more about all these topics.

That’s what the local store has to offer. I’m sure there’s more, that I’m oversimplifying. But this is huge: find what you can differentiate on that adds value to the customer. Then we’ll be beating down your doors.

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Remodeling

Shakers, a longstanding locally owned restaurant in Roanoke, is investing $300k in remodeling. The third time it has done so. I remember the last time, it completely redid itself from a standard ‘fern bar’ look from the 1980′s, into a sleek, fun, sports bar look. It flourished. Then national chains opened all around it, plucking consumers away commercial by commercial, deal by deal. Although, strictly annecdotally speaking, Shaker’s remains a popular and succesful eatery, the owners have wisely decided to compete. And in order to compete, you need to reimagine yourself. Remodel. Invest. Have a vision of what you want to look like, how that new you will attract new customers, win back defecting old customers, and bring you back into the profit fray.

Sound familiar? Hint: it’s true of people, too. Not just restaurants. Not just multi-nationals, but also mom-and-pop’s.

Good luck to Shaker’s, I look forward to visiting the new you soon.

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“Early on, you’re excited for firsts,” my friend & mentor John told me recently, ” first steps, first day of kindergarten, etc. Then one day you begin to be excited for lasts, last diaper, last day of elementary school, then last prom dress.” That struck me as right, but also a problem. We always seem to be waiting for the next thing, the forthcoming stage, whatever is to come. So that we forget the middle. That is, the place where we are, the present.

Maybe the present is lazy. Dreamers think of the future, right? To paraphrase RFK, dreamers think of things that aren’t and ask ‘why not’? That’s all about the future. A reflection on the present that leaves it lacking. I subscribe to that. That makes sense to me. But what I’m thinking is, let’s enjoy wherever we are.

Remember being 12, and you just couldn’t wait to be a teenager? Then it seemed an eternity until 16 and you could drive a car. When will 18 come, and you can go to college, move out into your own place, vote? Soon you’re living someplace new, for the first time, and- yup- 21 looms out there, your first legal drink. College graduation, you’re thinking of a career move in the future. You get the idea. Yet what would you give to go to your 13 year old self to say- just enjoy 13. It’s not so bad.

Tomorrow I have a big new start. If you’re interested, you can read about it here. 17 years I worked for the same firm (4 different names, but basically same firm). Am I excited for the change? Absolutely. I’m ready. But I’d like to take a second and think through the aspects of what I’m leaving that have meant a lot. And that’s easy- the people.

First, for 15+ years my father and I worked together, daily, engaged in the struggles, decisions, triumphs, failures, and successes that came with running our business together. It wasn’t always like that: I started at the bottom, so to speak, packing a freezer bag with samples and calling on restaurants- whichever ones would agree to see me! Eventually we came to a place where we were managing together, which ultimately was the most fun. For at least 10 of those years, we must have spoken on the phone every single day, averaged out, probably an hour a day. Wow. And not just quantity, but quality- we made nearly every decision together. Business and personal decisions. I never would have gone to graduate school without his believing that I could.

Secondly I think about the people I worked with, non family (or as we say in our family, “not blood”) but who became family. Rick, who reported directly to my father, than me, for 23 years. There’s not much we haven’t been through together. Brenda, who for 5 years was able to anticipate everything I would think up, do it, and then when I called to make a suggestion, she was able to say “I just finished doing that”. Bob’s bright laugh, talking football with Lee, seeing Maria’s daughter grow up.

But I’ll get to see all those people still. So we’re still in the perpetual middle. Which I’ll try to appreciate as much as possible.

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Attention to Detail

There are few places I’ve been to more beautiful on a sunny, 60 degree, early fall day, than Southwest Virginia. Determined to make the most of it this morning, I parked myself at a very cool Starbucks near the historic Raleigh Court area of Roanoke. My intention is to read the NY Times (I’m off this week, ok?) and drink a cup of Pike Place Roast. I ordered my coffee in a mug (free refills with Starbucks rewards, thank you very much. That’s when it happened: the barista took a clean, white mug, and filled it full of hot water, emptied the water, then put my cup of steaming coffee into the now hot mug. Wow, what a small attention to detail, resulting in a cup of coffee steaming at the perfect temperature. I’ve been seated for 15 minutes or so, and the cup is still steaming, though now only half full.

In what ways can you, your business, or in your personal life, have that attention to detail? That small step, probably unnoticed by the customer/consumer/friend/relative in the doing of it, yet resulting in a slightly more perfect experience.

It made me think.

Now, back to my coffee and the times. Is there any better way to spend a morning?

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Many dislike change. I thrive on it. If I’m driving someplace often, I”ll try and take a different way as often as I can. I like seeing new places, meeting new people, learning new things. Yet when my 17 year career in the foodservice sales and marketing agency business (same firm, multiple names, owners, and roles) came to an abrupt end after a brief 2 minute phone call, it wasn’t exactly the change I had in mind. And yet, after the shock wore off (a few minutes), I told my family in as calm a manner as possible (another few minutes), it actually felt…great. Free. Invigorating. Now, I’m not advocating getting laid off as an appropriate method to get yourself reinvigorated, but…that’s what happened to me. Now, I realize, as I hope you do- that my real job is not to hawk food, but to take care of my family. So as little a change in employment as possible is probably the best path to take. But I didn’t have that luxury.

After reflection, though, it occurs to me there are a few great things about finding oneself in such radical change.

1. Change rewires your framework. Doing the same job, even with its various tasks, emergencies, people, etc, day in day out- not to mention for 17 years- wires your brain a certain way. Your perceptual framework is fairly set- hard as you try to change it yourself, the leaves start to change and instead of saying to yourself “ahh, Autumn”, you think “foodshow season”. You sit down at a restaurant table and first thing you do is check the sugar packets to see which distributor services the account. Radical change strips out some of this wiring, not so much the habits which, as they say, die hard, but the assigning of meaning to certain events. To paraphrase “The Princess Bride”, these events don’t mean what you think they mean. This is good. See the world differently.

2. Thus you are challenged to see yourself differently. You’re at a cocktail party, you meet someone new, you say “hi, I’m a food broker”. Really? No, that’s something you do, not who you are. Unless you’re a nun or shaman or something. I have good friends from way back that are famous rock stars now. I had the chance some time back to spend time with them again after 20 years. Know what we talked about? Our kids. Our lawns. Old times. Just like regular people who haven’t seen each other. They’re genuine rockstars, but it’s not who they are just what they do. This applies to you, rockstar, food broker, lawyer, HR professional. (I hope not to get nasty grams from Nuns. I’m sure this probably applies to you, too. I just couldn’t think of a better example…)

3. Therefore you see the world in a new way. You’re different, you’re framework’s different. So’s the world. Cool, huh? You can do whatever you want. People have asked me “what would you like to do”. To which I reply “be a well paid hand model”. Not in the works. But write the great American novel? Why not. Travel? Sure. Start a business servicing some new market completely outside your comfort level? Go for it. Liberating.

Now, I have a pretty good idea where the next step in my career path will be. I look forward to confirming, and announcing on linkedin (if you’re not, please link to me www.linkedin.com/in/taylorcrown). But, suspense aside, it doesn’t involve writing the next great American novel, traveling the world, or starting a new business. But that’s not the point. I love dealing with great brands, in the food and consumer packaged good space. By taking a different road to your office today than you did yesterday is not THAT great a shift, it’s not like you’re teleporting rather than take the car, but you’ll notice new stores, new housing developments, little nuances and details about your environment that you otherwise wouldn’t taking the same path every day. It’s just a new framework. But a change in framework will be a welcomed change, indeed.

Stay tuned…

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So earlier this week, when the weather felt more like grilling than it does now, I slow roasted a pork loin on the grill, rubbed in lightly crushed coriander seeds, salt, pepper, and a small bit of brown sugar. It was delicious, but we had half the loin leftover.

So, by the middle/end of the week, when the weather felt more like stew, I came up with this:

2 cups chopped mirepoix
2 cups diced roasted pork loin (about 1/2 inch)(raw would have worked fine, too)
1 oz Applejack Brandy
2 cups chicken stock (i used Minor’s. If you have any question as to why, please read earlier posts…)
1 tablespoon cornstarch mixed w/ 1 tablespoon cool water until a slurry
1 1/2 cups arugula, lightly chopped

Sweat mirepoix until translucent in oil (I use a canola/olive blend for this, but it doesn’t really matter). approximately 10 minutes. Remove from pot. Season pork in salt & pepper, add to pot w/ another dash of oil. sauté until lightly browned. Add back mirepoix. Deglaze with Applejack until evaporated. Add stock. Bring to a medium simmer. Thicken with cornstarch slurry. Let simmer gently for at least 15 minutes. Add arugula, stir in, and let wilt slightly.

Serve w/ crusty bread and a cold hard cider. Enjoy. Thank me.

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Productivity

I’m a fanatic/sucker for organization and productivity systems. I could read David Allen for hours. (If I were being completely truthful, I enjoy learning about hyper-organization more than I like actually getting organized.)

I just stumbled across Remember The Milk and downloaded it on my iPad. Looks like it syncs with gmail and android phone.

I’ll save my thoughts on GTD for future posts…

Any other systems you recommend?

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People First

A week or so ago I had the privilege of spending a couple days with a successful regional chain within the Mid-Atlantic market. The manager I shadowed for the day was a young guy, seemed to be in his late thirties or so. Yet when I asked him how long he had worked for the restaurant, I was taken aback when his answer was “fifteen years”. Wow. Really?

According to NRN, in 1995 restaurants with an average check of <$10 had a turnover rate of 90%. Nine out of every ten people hired ended up quitting. Again, wow.

Then I met the assistant manager. Again, over 10 years. I asked the question: “how many empoyees do you turn over in a given month?” Answer: Just a couple. Which equates to less than 10% turnover. An exact flipping of the national average for like establishments.

How do they do it? Hire right, right from the start. They walked me through their online application system (third party vendor), which cost them some serious cash on a per-transaction basis, but they were convinced (as was I) that the cost of hiring wrong WAY outweighed this cost. Good training? Yup. Pay and benefits? Average. Barely average for non-management.

What I really noticed was the way everyone was treated. Like actual human beings. Ok, well they are. But still, there must be some secret to the sauce, some reason why this chain can have such low turnover…

I don’t have the answer yet, but I’m intrigued.

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Wine Locavore…?

Botetourt County in Southwest Virginia, in many ways, resembles Napa Valley California. The rolling hills, scenic beauty, and now- a vibrant community of Wineries. (Given, there are obvious differences, not the least of which is, there are more people through Mondavi on a given sunny Summer Saturday than in Botetourt County all month…)This Sunday we visited Blue Ridge Winery, in Eagle Rock Virginia, where I had a beautiful Cab Franc

Blue Ridge Vineyard has this beautiful old barn, open to the Blue Ridge Mountains on 3 sides, with big chandeliers for ambiance, mismatched tables, and intimate tasting room, and a stage where we saw a great duo, accoustic guitar and fantastic female singer, play blues and classic songs. It was an amazing afternoon, and totally unexpected even for a long term SW Virginia resident.

And Blue Ridge is not the only winery in Botetourt, in fact there’s a whole Botetourt Wine Trail: http://www.botetourtwinetrail.com/index.html

So here’s the question: Virginia, sure, is one of the top wine producing states in the country. But, to my knowledge, there are great local wineries, small batch distilleries, micro-breweries, everywhere you go. Could an interest in local wine, and even spirits, go along with the deep interest for micro-brewed beer?

Thoughts?

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Dr. R. was my brilliant and engaging strategy professor in grad school. I remember his saying there are two basic, generic strategies: differentiation and low cost provider. Sure, Amazon.com is packed full of Porter and the like extrapolating on these basic ideas, and here is an amazing website with links to what seems to be every possible strategy fad of the modern era http://www.12manage.com/i_s.html. That said, in my experience, day to day, I hear these concepts too infrequently mentioned.

Yesterday, I was with a mid-sized, regionally successful restaurant chain serving pizza and basic pastas, talking about their business. This chain’s competitors are the usual suspects: Domino’s, Pizza Hut, Papa John’s, CiCi’s, etc. In order to compete, this chain (which will remain nameless to, as they say, protect the innocent) has a large, 1 topping pizza for $5.99- nearly 60% discount off of the menu list price.

Low cost provider, right?

Only, even with this chain’s significant scale and resources, it’s pretty hard to compete on efficiencies with national, or even international, behemoths. There’s also a lack of transparency as to what the quality level of ingredients, etc, that go into chain food. Yes, we can see the nutritional’s, but do we get to see the labels on the ingredients? Nope. Not that I know of.

Sounds more like, low price provider. Which is, it seems to me, something entirely different.

But you can’t blame them- pizza pricing on deals has become a huge part of the post 2008 world. Who pays full price for pizzas anymore? What a tough spot to be in! In my role as salesperson, I will certainly do my best to help them keep costs low.

Differentiation for restaurants comes in many forms- the menu, service, location, personal connection with ‘regulars’, marketing…and now, social media including Facebook, Twitter, etc. Many restaurants (including this anonymous one, by the way) do a good job engaging with consumers this way. I would like to put in a good word for differentiation, unless you’re manufacturing widgets as efficiently and with as much scale as possible, Low Cost Provider becomes Low Price Provider. Differentiation is the non-scale path to profit.

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