Logo is almost ready?
Met the graphic designer Zeki again to see logo progress.
His graphic needed more work, he said. But I really liked the 'feel' of the text.... except, but, wait a minute, oh no..... That's a wrong shop name!
I finally realized, after having Zeki design for weeks, he has been working on a old store name I thought about before "Snappy's Cafe." Why didn't I see such an obvious mistake until now?!
Even with the addtional income for the time wasted, he must have been shocked. I am really sorry!
Japanese version of this entry is here.
His graphic needed more work, he said. But I really liked the 'feel' of the text.... except, but, wait a minute, oh no..... That's a wrong shop name!
I finally realized, after having Zeki design for weeks, he has been working on a old store name I thought about before "Snappy's Cafe." Why didn't I see such an obvious mistake until now?!
Even with the addtional income for the time wasted, he must have been shocked. I am really sorry!
Japanese version of this entry is here.
Working on weekends
I was pleasantly surprised that optical sales department of the hospital where I ordered my glasses was open on Saturday. It was very convenient for me to pick my new pair up.
Many sections of the hospital were closed on Saturday, so parking was a breeze as well. The department had much fewer people working or waiting than a few Wednesdays ago when I placed my order. The sales person who helped me looked a typical soccer mom who may prefer spending time with kids to working.
So as I was leaving, I said, "thank you for working on Saturday."
She looked a little surprised by what I said but quickly returned a smile saying "sure. Some stuff are better on Saturdays."
Me: "Like traffic?"
Sales person: "Right!"
and we giggled.
A nice little chat with her reminded me:
1. Serving customers may mean working when rest of the world is on vacation.
2. But you have to remember feelings and circumstances of people working for you.
3. People appreciate you for being there when they need you.
4. When you appreciate someone, tell her/him so.
Japanese version of this entry is here.
Many sections of the hospital were closed on Saturday, so parking was a breeze as well. The department had much fewer people working or waiting than a few Wednesdays ago when I placed my order. The sales person who helped me looked a typical soccer mom who may prefer spending time with kids to working.
So as I was leaving, I said, "thank you for working on Saturday."
She looked a little surprised by what I said but quickly returned a smile saying "sure. Some stuff are better on Saturdays."
Me: "Like traffic?"
Sales person: "Right!"
and we giggled.
A nice little chat with her reminded me:
1. Serving customers may mean working when rest of the world is on vacation.
2. But you have to remember feelings and circumstances of people working for you.
3. People appreciate you for being there when they need you.
4. When you appreciate someone, tell her/him so.
Japanese version of this entry is here.
Interviewing general contractors - Part 2
Met another bidding general contractor, say, "GC-C" at Snappy's site.
GC-C has submitted the bid a few months ago, only a couple of weeks after my architect, Mr. B, sent out the info. GC-C called me right after Mr. B told him to do and said he thought someone else won the bid and finished the job a long time ago.
He seemed to know what he was doing and confident he can get the job done in about 6 weeks. He also gave me advises on what to clarify with my landlord.
I will wait for his revised quote to decide between GC-A and GC-C.
GC-B's quote (in dollars) was between A and C, but B submitted the quote really late and was very rough compared to others. I am not considering B at this moment.
Japanese version of this entry is here.
GC-C has submitted the bid a few months ago, only a couple of weeks after my architect, Mr. B, sent out the info. GC-C called me right after Mr. B told him to do and said he thought someone else won the bid and finished the job a long time ago.
He seemed to know what he was doing and confident he can get the job done in about 6 weeks. He also gave me advises on what to clarify with my landlord.
I will wait for his revised quote to decide between GC-A and GC-C.
GC-B's quote (in dollars) was between A and C, but B submitted the quote really late and was very rough compared to others. I am not considering B at this moment.
Japanese version of this entry is here.
Tweet?
Interviewing general contractors
Met one of three general contractors who have submitted bids for Snappy's construction.
This one, say "GC-A" submitted the highest bid and a long duration estimate. But its estimate was very detailed and was submitted in a short time.
It was GC-A's first time to visit Snappy's site, and so he took some pictures. He said he has worked with my architect Mr. B on several projects including a Japanese and an Asian fusion restaurants in the same city. He sounded very knowledgeable.
Will meet another bidder, GC-C with the lowest bid and shorter time estimate, in a few days.
Japanese version of this entry is here.
This one, say "GC-A" submitted the highest bid and a long duration estimate. But its estimate was very detailed and was submitted in a short time.
It was GC-A's first time to visit Snappy's site, and so he took some pictures. He said he has worked with my architect Mr. B on several projects including a Japanese and an Asian fusion restaurants in the same city. He sounded very knowledgeable.
Will meet another bidder, GC-C with the lowest bid and shorter time estimate, in a few days.
Japanese version of this entry is here.
As seen on Yelp
Mr. G just gave me a sticker for my cafe window. It reads "As seen on Yelp."
Yelp is a popular site around the bay area at which people post their reviews on businesses, such as restaurants, shops, hair salons and attorneys. In general, the more postings there are, the more popular the business is. Not too many people take time to write negative reviews.
Mr. G's cafe is of course at Yelp and has over 100 reviews. I guess Yelp sends the sticker to him once in a while, as one is already on his window. He said he will probably post the first comment on Snappy's even before it officially opens. Not sure if Yelp lets him...
Thanks anyways, Maj! (I call him "Maj," short for majesty.)
Japanese version of this entry is here.
Yelp is a popular site around the bay area at which people post their reviews on businesses, such as restaurants, shops, hair salons and attorneys. In general, the more postings there are, the more popular the business is. Not too many people take time to write negative reviews.
Mr. G's cafe is of course at Yelp and has over 100 reviews. I guess Yelp sends the sticker to him once in a while, as one is already on his window. He said he will probably post the first comment on Snappy's even before it officially opens. Not sure if Yelp lets him...
Thanks anyways, Maj! (I call him "Maj," short for majesty.)
Japanese version of this entry is here.
The Definitive Book of Body Language
by Allan and Barbara PeaseRight after I saw Shark Tank and started thinking about body language, I saw this book at friend's house. I have just read the introduction where Allan Pease talks about his learning experience as a young boy selling rubber sponges from door to door. He noticed people showing palm of their hands to him tended to buy his product while those who make fists or point fingers would not.
Looking forward to learning how can understand my customers better.
Japanese version of this entry is here.
Confident entrepreneur
I saw a TV show called "Shark Tank" a few days ago.
In this show, entrepreneurs make business presentations in front of 5 investors ("Sharks") and try to solicit investment. Sometime sharks end up competing for the investment opportunities or a shark and the entrepreneur negotiate for a deal.
I was on a treadmill at a gym when I was watching Week 6 episode. So I could not hear what they were saying or read the subtitle.
My first impression of the first contestant was "very smart. He will succeed in obtaining what he wants." The Sharks seemed to have the similar impression and be interested in him. As he spoke about his business, which I could not hear or read, he appeared very passionate and determined. I thought Sharks were impressed with his ideas as well as his confidence, except for one investor, Barbara Corcoran who started sitting back early in the presentation.
After a sharp Q&A session, the conference room seemed a little more relaxed. The entrepreneur smiled to Shark's comment, and Sharks were laughing exchanging opinions. Soon one Shark got out his chair and shook hands and hugged with the contestant, deal was done!
I realize we communicate significantly beside exchanging words. If I believe in myself and know what I am talking about, the listeners will feel that. If I am not sure about myself, they will sense that too.
p.s.
When I saw the clip online with sound, I agreed with Barbara's point of view: someone can knock-off the business idea presented. The entrepreneur's business was custom-made energy bars. I have been in food development and manufacturing business for years and could tell how he was making his products. I hope no one tries to copy his idea by having watched the show.
Japanese version of this entry is here.
In this show, entrepreneurs make business presentations in front of 5 investors ("Sharks") and try to solicit investment. Sometime sharks end up competing for the investment opportunities or a shark and the entrepreneur negotiate for a deal.
I was on a treadmill at a gym when I was watching Week 6 episode. So I could not hear what they were saying or read the subtitle.
My first impression of the first contestant was "very smart. He will succeed in obtaining what he wants." The Sharks seemed to have the similar impression and be interested in him. As he spoke about his business, which I could not hear or read, he appeared very passionate and determined. I thought Sharks were impressed with his ideas as well as his confidence, except for one investor, Barbara Corcoran who started sitting back early in the presentation.
After a sharp Q&A session, the conference room seemed a little more relaxed. The entrepreneur smiled to Shark's comment, and Sharks were laughing exchanging opinions. Soon one Shark got out his chair and shook hands and hugged with the contestant, deal was done!
I realize we communicate significantly beside exchanging words. If I believe in myself and know what I am talking about, the listeners will feel that. If I am not sure about myself, they will sense that too.
p.s.
When I saw the clip online with sound, I agreed with Barbara's point of view: someone can knock-off the business idea presented. The entrepreneur's business was custom-made energy bars. I have been in food development and manufacturing business for years and could tell how he was making his products. I hope no one tries to copy his idea by having watched the show.
Japanese version of this entry is here.
Profitable farming
"Profitable farming" has been seen in Japanese media for the last few years. Farmers used not to worry about their productivity as there were enough demands and governmental help. But as consumers become more picky and demanding for less expensive foods, they have to change their approach in order to survive.
I found an article (in Japanese) about a woman who runs a flower farm in Hokkaido. She grows several types of "accent" plants used in bouquets; wheat, eucalyptus and other plants almost considered "weeds (not THAT weeds! I mean the miscellaneous plants on the sidewalk.) They can be grown from seeds inexpensively and require minimal care.
What can I do to make Snappy's a profitable coffee shop?
Japanese version of this entry is here.
I found an article (in Japanese) about a woman who runs a flower farm in Hokkaido. She grows several types of "accent" plants used in bouquets; wheat, eucalyptus and other plants almost considered "weeds (not THAT weeds! I mean the miscellaneous plants on the sidewalk.) They can be grown from seeds inexpensively and require minimal care.
What can I do to make Snappy's a profitable coffee shop?
Japanese version of this entry is here.
Cash flow 2
I had a chat with my friend Kay who has read my previous blog entry regarding cash flow.
Kay pointed out that as health care budgets are reduced, the first place to become affected is "prevention." Funds need to cover emergency rooms first (though many ER's are getting closed), and the rest goes to treating diseased and injured. No money is left for prevention.
It's like when one does not have enough money, he may skip one or two oil changes on his car. Then the car eventually breaks down, and the repair costs more.
Same thing happens in education where California has reduced money going to significantly. With less educated people in the state, how would we maintain the economy? Cheaper labor is available elsewhere, and soon cheaper skilled labor and management will be available outside too.
It is hard to quantify how much is enough to spend on prevention, but do we need to wait years to see the effect before changing the gear?
Japanese version of this entry is here.
Kay pointed out that as health care budgets are reduced, the first place to become affected is "prevention." Funds need to cover emergency rooms first (though many ER's are getting closed), and the rest goes to treating diseased and injured. No money is left for prevention.
It's like when one does not have enough money, he may skip one or two oil changes on his car. Then the car eventually breaks down, and the repair costs more.
Same thing happens in education where California has reduced money going to significantly. With less educated people in the state, how would we maintain the economy? Cheaper labor is available elsewhere, and soon cheaper skilled labor and management will be available outside too.
It is hard to quantify how much is enough to spend on prevention, but do we need to wait years to see the effect before changing the gear?
Japanese version of this entry is here.
Building customer base
"It takes years to win a customer and only seconds to lose one."
I have seen that phrase posted at a few places I have worked and agree with it very much.
Can't take any customer for granted!
Japanese version of this entry is here.
I have seen that phrase posted at a few places I have worked and agree with it very much.
Can't take any customer for granted!
Japanese version of this entry is here.
Internal and external customers
(This article is a clarification for the terms used in the previous blog entry.)
In general, a word "customer" refers to someone (or company/organization) who pays another in exchange for services and/or goods. That definition, for me, is actually for an "external customer."
"Internal customers" include everyone else I do deal with in my business; vendors, neighbors and employees. There may not be any transaction between them and myself, or I maybe their "external" customer by paying for their services or goods. Regardless, I call them my customers as they are essential to my business and intend to treat with appreciation and respect.
In customer service business it is specially important to begin with serving the customer closest to you, who could be your internal customer.
Japanese version of this entry is here.
In general, a word "customer" refers to someone (or company/organization) who pays another in exchange for services and/or goods. That definition, for me, is actually for an "external customer."
"Internal customers" include everyone else I do deal with in my business; vendors, neighbors and employees. There may not be any transaction between them and myself, or I maybe their "external" customer by paying for their services or goods. Regardless, I call them my customers as they are essential to my business and intend to treat with appreciation and respect.
In customer service business it is specially important to begin with serving the customer closest to you, who could be your internal customer.
Japanese version of this entry is here.
Make me feel important!
"Everyone has an invisible sign hanging from their neck saying, 'Make me feel important,'" said Mary Kay Ash, the founder of Mary Kay.
We naturally like to be around those who make us feel good about ourselves. At Snappy's I will to treat all my customers, external and internal, as my first-class customers, not just by words but by my actions.
...and I hope they treat me in a good way as well. They don't have to regard me as a celebrity (cuz I am not!), but at least with respect. ...and hope that this positive energy exchange continues, eventually grows and spreads.
What can I do to make you feel special today?
Japanese version of this entry is here.
We naturally like to be around those who make us feel good about ourselves. At Snappy's I will to treat all my customers, external and internal, as my first-class customers, not just by words but by my actions.
...and I hope they treat me in a good way as well. They don't have to regard me as a celebrity (cuz I am not!), but at least with respect. ...and hope that this positive energy exchange continues, eventually grows and spreads.
What can I do to make you feel special today?
Japanese version of this entry is here.
Differenciating from others
I know one dry-cleaner that opens at 5 in the morning. Not that they start washing dresses and jackets in wee hours, but at least one person comes in to the store, turns on lights and "open" sign and unlocks the front door so that customers can drop their stuff off.
That must be pretty convenient for those who commute early in the morning: they drop off on the way to work and pick up on the way from work. If they try to find another dry-cleaner near their work, their clothes may not be ready by the time they get off work. Or, if they work in the city, parking maybe a problem around there.
Just by offering a small service, this dry-cleaner maybe differentiating itself in a big way.
Japanese version of this entry is here.
That must be pretty convenient for those who commute early in the morning: they drop off on the way to work and pick up on the way from work. If they try to find another dry-cleaner near their work, their clothes may not be ready by the time they get off work. Or, if they work in the city, parking maybe a problem around there.
Just by offering a small service, this dry-cleaner maybe differentiating itself in a big way.
Japanese version of this entry is here.
20/80 Rule
Pareto principal states roughly 80% of effects come from 20% of causes (from Wikipedia.)
That can be translated to "80% of sales maybe generated by 20% of customers" in businesses. Some suggest to focus on marketing toward this 20% group of customers instead of spreading the marketing effort to attract all customers.
I agree the importance of maintaining this 20% group but also feel I need to promote to 80% group so that they can move to 20% group. How? I still have to think!
Japanese version of this entry is here.
That can be translated to "80% of sales maybe generated by 20% of customers" in businesses. Some suggest to focus on marketing toward this 20% group of customers instead of spreading the marketing effort to attract all customers.
I agree the importance of maintaining this 20% group but also feel I need to promote to 80% group so that they can move to 20% group. How? I still have to think!
Japanese version of this entry is here.
Cash flow
As I have been preparing for Snappy's last few years, I have been exposed to different companies business practices. I have noticed that when the cash flow is low, bills in front of you tend to become urgently important and that maintenance or things not directly related to the profit become less important.
Lately I had opportunities to talk to mechanics of manufacturers. Their employer had to reduce work force due to declined business, and the mechanics still left in the company are busy fixing the broken machines. No one has time for maintenance, such as cleaning and adding lubricant oil so that all pieces of equipment run smoothly. So another machine breaks because of the bad condition, and mechanics get busy with that piece, and on and on.
Just one example of how important cash flow is.
A coffee shop where a price per unit is very low needs to build a customer base very quickly to stabilize cash flow so that it can continue to open for business.
Japanese version of this entry is here.
Lately I had opportunities to talk to mechanics of manufacturers. Their employer had to reduce work force due to declined business, and the mechanics still left in the company are busy fixing the broken machines. No one has time for maintenance, such as cleaning and adding lubricant oil so that all pieces of equipment run smoothly. So another machine breaks because of the bad condition, and mechanics get busy with that piece, and on and on.
Just one example of how important cash flow is.
A coffee shop where a price per unit is very low needs to build a customer base very quickly to stabilize cash flow so that it can continue to open for business.
Japanese version of this entry is here.
Meeting with the accountant
Had a brief meeting with the accountant I have been talking to for a few years about the business.
The discussion was mainly on how to utilize Quickbooks software and how to accepting and paying back the investment. His advise was not to exceed $5000 per transaction so that banks do not need to send any notice to the government.
Japanese version of this entry is here.
The discussion was mainly on how to utilize Quickbooks software and how to accepting and paying back the investment. His advise was not to exceed $5000 per transaction so that banks do not need to send any notice to the government.
Japanese version of this entry is here.
Got bids!
Three general contractors have submitted bids for Snappy's construction. As there is no set template for bids, all look different, some are more detailed than others, and have different price quotes. I will consult with my architect on selection, but right now I am leaning toward the lowest quote with 5-6 weeks of completion time. In general, too high or too low price is to be avoided, but in my case the mid-priced bid came in really late and its description is very rough.
Japanese version of this entry is here.
Japanese version of this entry is here.
