Connect with us

Tip Sheet

The Best Tips of 2017

Here are our 10 best tips of 2017.

mm

Published

on

THERE’S NO QUALITATIVE way to grade tips. What works at one store, may prove ineffective at another. What represents a fresh approach in one market, may be old hat in another. Still, as a publication that prides itself on finding and sharing good ideas, we’d like to think we stumbled across a few nuggets worthy of repeating in a year-end list. And worth trying to implement in the new year.

Here are our 10 best tips of 2017.

Yessify Your Yesses

There is always a better answer than a mere “yes,” says author Dale Dauten, author of The Gifted Boss. He gives the example of asking a number of auto repair shops if they repair Lotuses. Most say “no,” a few say “yes,” but then one says, “Absolutely, we specialize in imports and the shop’s owner drives a Lotus.” Who do you think got the business? So the next time somebody asks you if you carry no-bark collars, find a better answer than just “yes”. 

Serve up a Sandwich

You may have already heard of the concept of giving “sandwich” criticisms to employees. (Short version: Say something nice, make your criticism, end with something nice.) One other thing to watch out for, according to T.J. Schier, author of SEND FLOWERS TO THE LIVING, is using the word “but” as part of the sandwich. That one small word can ruin the taste of the whole sandwich. Instead, use “and,” as in the following example: “Jane, normally you are my best employee, and it’s critical you are here on time so you can do that awesome job of client service. Now get out there and make it happen.”

The WOM Test

There’s no advertising force more powerful than word of mouth. But sometimes it’s awkward asking your customers to spread the good word about your business. Want to identify good candidates? Joe John Duran, author of START IT, SELL IT AND MAKE A MINT tells of a businessman who has a little test. He asks his customers if they know a good restaurant he can take his wife to. They can’t think of one? OK, probably not a good person to ask for referrals. They give you a name? There’s some potential. They tell you a restaurant, tell you to use their name while making the reservation, and check back later to see how much you enjoyed it? This is clearly somebody who feels good about helping people. And a great candidate to spread the word about your business.

List Your To-Don’ts

OK, just about everybody regularly creates “to-do” or “start doing” lists. But Jim Collins, author of Good To Great, wonders whether you have a “stop doing” list. Think of all the harmful, unproductive (or even less productive) behaviors you engage in … and put them on your list. Let your “stop doing” list help you focus on the things you need to do to make your business great.

Advertisement

Goodbye, Dirty Bills

Nobody really likes old, dirty money. In fact, when researchers at the University of Winnipeg gave students $20 and told them they could buy as much as they wanted from a mock store and save the rest, students given crisp $20 bills spent an average of $3.86, while the “dirty money” students spent $8.35. Researchers believe worn bills generate feelings of dirtiness and contamination in the holder, thereby devaluing them. The takeaway? Take grubby notes out of circulation. Each time a customer uses an old bill to pay you, stick it in a jar for emergency expenses, like the repair bill for a computer that goes down. Don’t return such notes to your customers or use them to pay staff.

Get a Three-Month Review

From Seth Godin’s THE BIG MOO: Do what entrepreneurial hotelier Chip Conley does at his Joie de Vivre hotels. Make it a habit to sit down with your new hires at about the three-month point. But don’t give them a performance review — have them give YOUR operation a performance review. After three months, their eyes are still fresh enough that they’ll be able to see things you’re missing. And they’ll have been on the job long enough to know how things work. Chances are good that they’ll have a few great ideas to contribute, Godin says.

Blogging Made Easy

Can’t figure out where to start blogging? Business blogger Marcus Sheridan, whose relatively small Georgia-based pool and spa company is rated No. 1 in Google for pool manufacturers in his region, can tell you. Says Sheridan: “Start with the questions you get every day. Take those 100 questions, and turn them into 100 blog posts with those questions transformed into the titles.” Even if you only hear the same 10 questions, blog posts answering those will get you started. Aim for one “frequent question answered” post each week, and supplement with posts about new products, events and promotions.

Scout Out New Customers

Contact local Boy Scout and Girl Scout troops. Both organizations have pet care badges/medals to complete. “Recently, we hosted a group of Girl Scouts at our doggie day care where worked with our dog trainer on dog behavior and light dog training,” says Stacy Busch-Heisserer of Busch Pet Products and Deer Creek Doggie Day Camp in Cape Girardeau, MO. Doing so cultivates the next generation of customers, and in the meantime, they bring their parents back.

Too Good to Be True?

Test new advertising mediums with an offer that’s “too good to be true.” Let’s say you plan to spend $5,000 with a radio station. Try spending the first $1,000 this way: Create an ad offering a $75 bag of high-end dog food for only $5 for the first 10 people who come in with the secret code word. Your cost is $500 for the advertisement, and a couple hundred bucks to subsidize your product cost. If 10 people don’t respond to your ad, you’ve likely saved yourself $4,000 on a medium that probably wouldn’t have worked for you. Of course, if they’re lined up 20-deep outside your store, you will certainly be advertising again soon (though probably not with such a jaw-dropping offer).

Speak, Wait, Listen

Just about everybody believes they need to improve their speaking skills. Yet just about nobody wants to do the one thing that can help them improve fastest: to listen to recordings of their voices. Christy Fletcher, a spokesperson for QVC, advises you use this trick: Don’t play the recording back immediately. “You must allow time to separate yourself from whatever you have recorded, so you can be more objective,” she says in a column for eHow. “Record something. Wait a day. Then listen to your voice.”

Advertisement

Since launching in 2017, PETS+ has won 11 major international journalism awards for its publication and website. Contact PETS+'s editors at editor@petsplusmag.com.

Advertisement

FEATURED VIDEO

PETS+ LIVE! WITH CANDACE D'AGNOLO

Webinar Replay: How to Keep That Holiday Momentum Rolling

Catch a replay of the recent PETS+ Live! webinar, in which host Candace D'Agnolo discusses how pet business owners can maintain their sales momentum after the holidays are finished. To see more PETS+ Live! webinars, visit https://petsplusmag.com/petspluslive.

Promoted Headlines

Want more PETS+? Subscribe to our newsletter.

Comment

Tip Sheet

Plan Ahead for Pinterest, Use Those Manufacturer Locators, and More Tips for Your Business

And try to keep your expectations low…

mm

Published

on

goals

Use “will-do,” not “to-do” Lists

When making your daily to-do list, don’t pick 20 things you hope to do. You’ll overestimate your capacities. Instead, pick three or four important things, and really commit to doing them, even if you think they’ll take you only a couple of hours, suggests Luciano Passuello at litemind.com. Keeping promises to yourself is exhilarating. And with the extra time, you can pick more items from the master list.

feedback

Keep It Positive by 5 to 1

We all know that employees are more motivated by positive feedback than by negative comments. But we never knew the proper ratio for parceling out praise and punishment — until Tom Rath and Donald Clifton spelled it out in their book, How Full Is Your Bucket? They say the optimum ratio is five positive comments to every negative one. But don’t overdo it: Increasing the ratio to 13 positive comments to every negative one does more harm than good.

Advertisement

customer service

Teaching Treat

At Just Fur Pets in Springfield, VA, patrons of a DIY dog bath are treated to treats for their pups, along with a teaching moment. “We offer them a complimentary treat and explain that treating in-store —and not waiting until they get home — helps their dog learn that coming here for a bath is a good experience; they often buy a bag of treats or a bone to take home,” says owner Marcia E. Cram.

creative response dept.

Humor Me

One of the constant challenges of being a small-business owner is how to respond to bad customer behavior. In the face of senseless vandalism, humor is often best, a la the manager at Bonez restaurant in Crested Butte, CO, who, upon finding a hole punched in the bathroom wall, placed an explanatory card next to the hole, as if it were a piece of art in a museum.

expectations 2019?

Don’t Expect So Much

The problem with high expectations is they often result in future disappointment. Meanwhile, low ones tend to make you glum in the present given there’s not much to look forward to. The answer? Stop expecting, says author Jason Fried. “I used to set up expectations in my head all day long. But constantly measuring reality against an imagined reality is taxing and tiring, [and] often wrings the joy out of experiencing something for what it is.” Expectations also keep you living in the future and deflated when events don’t measure up — even if what does happen is actually pretty good. In 2019, don’t expect … so much.

social media

Plan Ahead for Pinterest

Something most people forget about Pinterest is that it is essentially a search engine, so if you are pinning things you want people to see right now, you’ve left it too late. A better approach, is to plan and pin two months ahead of time for holiday gifts, for example. It takes time to build rank and credibility as users search for fashion and style information.

Advertisement

marketing

Locators, Locators, Locators

Reaching new customers is a constant struggle, and marketing is expensive. In response to this, EyeStyles Optical and Boutique, an independent eyewear retailer in Oakdale, MN, targets vendors that drive traffic through store locators. “The more store locators you can be found on, the better your ability to reach your customer,” owner Nikki Griffin says.

addiction

Go Gray

Worried your relationship with your phone is less than healthy? Switch your display from color to grayscale, recommends Catherine Price in her book How to Break up with Your Phone. (It’s hidden five levels deep on the iPhone: Settings > General > Accessibility > Display Accommodations > Color Filters.) Instantly, your phone is vastly duller. Try it for a day.

Continue Reading

Tip Sheet

Keep Your Opinions to Yourself, and Other Tips for January

Try this advice to help your business grow and prosper.

mm

Published

on

Marketing

Make it Rain

Your business cards do no good sitting in a drawer. Get them out, says Paul Timm, author of 50 Powerful Ways To Win New Customers. He cites one company that included a business card in every piece of first-class mail sent out, even the bills they paid. It led to a call from the local electric company asking about their product. Another manager tossed his cards in the air at football games when the home team scored.

new year’s resolutions

Weigh Station

The new year brings resolutions for people and their pets. Encourage a healthy weight for your canine customers, which can involve upgrading to a higher-quality food. Spark the conversation with a scale in your store. Frank Frattini has done exactly that at The Hungry Puppy in Farmingdale, NJ. He even installed a banner outside to promote his Doggie Weigh Station.

Advertisement

discounts

Anniversary Percentage

Looking for a marketing hook to celebrate your store’s anniversary? Go with the number of years you’ve been open. For the 13th anniversary of Paddywack in Mill Creek, WA, in 2018. Shane Somerville offered a 13-percent discount, plus a prize wheel and VIP swag bags. She saw a 565-percent increase in sales over an average day.

principles

Every Day, Getting Better and Better

If you’re still scratching around for a guiding principle for 2019, consider this one from Gretchin Ruhin, author of the bestselling The Happiness Project: “What you do every day matters more than what you do once in a while.” That applies not only to the life’s work you build on a daily basis, but also the things you spend your money on. Do you need that huge SUV if you only ever drive to work and home?

management

Hold Your Piece

According to business consultant Simon Sinek, author of Start with Why, the typical business meeting follows this pattern: The manager outlines the problem, says what he thinks, and then asks staff for opinions. But by then, it’s too late, Sinek says.

The direction of the discussion has already been set. The ability to hold your opinions has two benefits, he says. “One, it gives everyone else the feeling that they have been heard. And two, you get the benefit of getting to hear what everybody has to think before you render your opinion. Simply sit there, take it all in. The only thing you’re allowed to do is to ask questions. And at the end, you will get your turn.”

Advertisement

grooming

Before … and a Quick After

Anti-aging beauty products may have pioneered the before-and-after format in the back of magazines 80 years ago, but if you’re a groomer in 2019, it’s a Facebook video you want doing the contrasts for you, preferably like Mutt and Joe’s speeded styling clip. Have a look at the Severna Park, MD, business’s spot here: ppmag.us/11911.

lost pets

This is How to Offer a Cash Reward

A missing-pet sign with tear-off phone numbers, the animal’s photograph, the owner’s address, and a promise of a $100 or $1,000 reward is basically saying, ‘Here’s where I live, I have lots of cash, come steal it,’ Richard Masten, executive director of Crime Stoppers of Miami-Dade County, told The New York Times recently for an article on how to offer cash rewards. His point — one you should make to any customers with an AWOL animal — is that paying out cash rewards is risky. Instead they should partner with their local Crime Stoppers organization, which will already have a protocol in place for such incidents.

Continue Reading

Tip Sheet

8 Tips to Help You Do Better Business – And Be a Better Person

We give you the secret for getting a finicky cat to eat.

mm

Published

on

CAT FOOD

Sneaky Feeding

Is a customer having trouble transitioning her cat to raw food? Tracey Rentcome of Bones2Go in Houston, TX, shares this advice: “Be as sneaky as they are. ‘Accidentally’ drop a little on the floor by their dish.” For customers who also have a dog, she suggests dropping the raw cat food by the dog’s dish. “Cats love to steal from dogs.”

POSTURE

2-Second Fix

Your parents were right: Stop slouching. “If you take on a collapsed position, it really shifts the physiology,” Erik Peper, a professor of health education at San Francisco State University, told Bloomberg, adding that tests have shown that slouchers’ testosterone levels go down, cortisol levels go up, and they have more helpless thoughts. Luckily, the opposite happens when you sit up, stretch or even better, skip on the spot for just 10 seconds. People can’t sit or stand at attention all day, though, so pick your battles, says Peper.

On their sidewalk chalkboard, Green Spot offers a free treat for any pet whose name is featured that day.

PROMOTIONS

Feeling Lucky?

The Green Spot in Omaha, NE, has a cool promo we just had to share. On a chalkboard sandwich sign (and, of course, on social media channels), The Green Spot folks have a daily offer of a free treat for any pet whose name is featured that day. It keeps folks checking back and gives them a reason to pop in, if they happen to be one of the lucky ones.

INNOVATION

Failure Wall

If risk-taking, innovation and transparency are habits you want to promote in your business, you may want to consider a “failure wall” — a flat space preferably in your back room where you and staff can share your “growth lessons” with each other. “Something magical happens to failure when it’s openly acknowledged,” writes business author Jeff Stibel in a column for Bizjournals.com. “Paradoxically, it becomes less of a big deal. The idea of failure is often the elephant in the room that no one wants to mention.”

Advertisement

STAFF

Write at the End of a Day

Is your staff is showing signs of stress? Ask them to do this simple act: Spend 10 minutes at the end of the day writing about three things (work related or personal) that went well that day. According to a report in the Harvard Business Review, a University of Florida study found that such a gratitude exercise lowered stress levels and physical complaints by roughly 1percent.

SELF WORTH

Cross It Off

If you use a to-do list to guide your task choices through the week, leave your “done” items at the top as you knock them off, suggests productivity website Lifehacker. The feeling of accomplishment will help you get through other items over the course of the week.

ONLINE

This Email Will Self-Destruct

Ever wanted an email address that you could discard like a pair of disposable chopsticks? 10 Minute Mail (10minutemail.com) is for you. The service sets you up with a self-destructing email address that expires in — yep — 10 minutes. Your temporary inbox works just like regular email, allowing you to forward and respond to messages, and you can add extra time if 10 minutes isn’t quite long enough. Whitepaper downloaded, anonymous comment posted, whatever — once you’re done, pull the pin and walk away.

HYGIENE

Oral Exam

Need a break from the sales floor? Take a dental hygiene break (brush gently, floss, rinse): “It can do wonders for your mood,” says online business publication, Quartz.

Continue Reading

Most Popular