Category: Operations

Re-thinking small city malls

Paul Wagenaar

Many small city malls have failed and deservedly so.

They didn’t fail because the basic concept is wrong. Many of these malls failed to adapt and were not flexible to the changing realities of the merchants they almost took for granted. Is it too late? Perhaps for some.

For merchants and mall operators with vision, there is an opportunity in my opinion. By combining social needs, 21st-century environmental practices with the basic convenience, utility, and economics of “one-stop” shopping … there is a future.

Customer Service is not a Profit Center

Paul Wagenaar

Customer service is not a profit center. Ironically, quality customer service has more in common with advertising and marketing than most organizations realize.

Today’s post is about giving the people who dedicate their careers to solving problems for our clients and customers, the tools and support they need.

What are the things you don’t see?

Paul Wagenaar

A famous racecar driver once said that races are won by how fast you get through the corners, not how fast you go in a straight line.  Many organizations focus on the flash and sizzle of their worlds, ignoring at their peril the routine and perceived “basic” things.  Failure to acknowledge and overcome Organizational Vulnerabilities are the things that will cause your team to fail. 

IT IS PART OF THE JOB – PLAN, PREPARE, and GET IT DONE

Paul Wagenaar

Encountering difficult staff … is only a matter of time in any organization.

People working together are going to disagree. Add pressure, deadlines, and even situations outside of work and – as an owner or supervisor – you will have to have a difficult conversation with one or more of your associates.

Plan and prepare for when that time comes.

Risk, Innovation, and Failure

Paul Wagenaar

How does your organization approach failure?

Silly question?

Okay, let’s ask another … How does your organization approach innovation?

It is rare for any new idea or concept to be fully formed and perfect the day it is suggested. Most fresh ideas and products go through much trial and error before they reach their final form. This leads us back to the initial question …