Monthly Archives: January 2020

It Don’t Mean A Thing If It Ain’t Got That Wing

Foodie Friday and one of America’s great food fests comes up on Sunday. Whether you’re watching The Super Bowl at home, at a party, or in a bar, there is probably an abundant amount of food around. One staple of football watching is the Buffalo Wing and they’re our topic today.

There is hardly a bar that doesn’t serve wings. That makes sense since they got their start in either a bar or restaurant (depending on which version of history you believe) in Buffalo, NY. The basic wing is deep-fried and tossed in a peppery sauce, but does anyone just eat basic wings? My buddy Barry owns a joint that sells 7 varieties of wings. Buffalo Wild Wings offers 25. Heck, even my favorite local tavern offers 10 varieties. But what those facts scream to me is that buffalo wings aren’t about wings at all: they’re about the sauce.

Think about it. Most places deep-fry the wings. When I make them at home, I dry-brine and bake them. I suppose you can broil them too. But does anyone really pay that much attention to the wing? Not really, unless it’s undercooked inside or has sat around so that the skin is chewy. Everyplace is after the same crisp product.

Where one wing shines over another is the sauce. The choice, and intensity, of the brand of hot sauce makes a difference. Dry rubs vs. sauce at all is a choice. We often get garlic and parmesan wings that feature nice chunks of garlic and grated cheese. Whatever your choice, there is a business point to be made.

What distinguishes most businesses is the sauce. Customers have expectations that the fundamental stuff such as basic customer service and a product that does what you claim it will are foundational – they’re the wing. It’s how you “sauce” the basics that makes all the difference. Just as with wings, the more ways you can do that the great the likelihood that you’ll allow the customer to find something that they love.

It really doesn’t mean a thing if you ain’t got that wing. The basics of business have to be sound before you worry about the sauce. That said, one thing I always ask consulting clients is what their special sauce is. It’s a question you should ask yourself about your business (and about yourself if you’re going to be job-hunting!). It’s the sauce that matters, after all.

Leave a comment

Filed under Consulting, food

A Commotion On The Train

I used to ride the commuter train to and from work every day. I did that for 25+ years. Usually, you saw the same faces standing in the same places on the platform in the morning. Going home, it was pretty much the same thing.

One morning, there was a commotion at the other end of the car I was riding in. Someone was on the floor and there was a fair amount of yelling. He’d had a heart attack and, we found out later, passed away. The image of that morning sticks with me.

Everyone has had a bad day at work, and when those bad days begin to follow one another closely, one’s thoughts turn to quitting. I know mine sure did, or at least to make a job change. Frankly, those were hard thoughts to have. I had jobs that paid well and a family for which I had to provide.  Quitting is hard and making a big change is unnerving, almost as unnerving as seeing someone you rode that train with each day passing away.

Why do I bring this up today? I speak with a lot of people who are facing precisely this conundrum. They’re not happy and they know they need to do something but are afraid of making the leap. Maybe it dawns on them that life is too short to waste being miserable. Maybe they’re just bored and want to do something else. Having been in the same place, I sure don’t blame them. What I try to explain to them is that there is a middle ground. You can run your own business while removing a good chunk of the risk generally associated with doing that by investing in a proven business and following the path that dozens or hundreds of others have blazed for you with the brand. Those are what franchises are.

I talk to a lot of folks who have a knack for entrepreneurship but don’t have the right concept figured out. I help them identify one or two that will let them use their skills. Some folks want to invest in a franchise but they don’t want to quit their job to do so. That’s possible, but even in that least disruptive case, fear kicks in.

Quitting makes you uncomfortable. Fear prevents you from addressing your discomfort by reminding you that the status quo is safe even if it’s an unhappy place. Looking back 40+ business years down the road, I’m sorry I didn’t get off that train earlier.  You?

Leave a comment

Filed under Consulting, Franchises, Reality checks

Dumplings

This Foodie Friday, ask yourself why it is that every culture has a dumpling of some sort. When I say the word, your mind might initially flash to Chinese dumplings. After all, nearly every Chinese menu offers a dumpling or two (and often many more). You can usually get mandu at a Korean place. Italian ravioli, Spanish empanadas, Polish pierogi, Puerto Rican pasteles, Indian guija – heck, even Jewish Kreplach – are all members of the dumpling club along with dozens of others.

At the most basic level, dumplings are a wrapper filled with something. Generally, it’s meat or vegetables (or both) but it can be soup or it can be something sweet. They almost always can be eaten with one or two bites. I think they’re an apt metaphor for your business or your brand.

There is a core element. That’s your “why.” It’s not a “why” based on how you see yourself but on how your customers see you. What problem are you solving for them? How do you interact with them? It’s the messages you send and the reality that you provide (and those things had better be aligned and consistent!).

Dumplings have wrappers. I suspect many of us don’t pay much attention to the wrapper but let’s remember that the wrapper holds the whole thing together. The wrapper makes the dumpling possible. Your business has a wrapper. It’s your staff, your partners, and your suppliers. A great dumpling’s wrapper complements the filling. It’s of appropriate thickness and texture. It can be fancy or plain, but in every case, it is complete – without holes so the filling stays intact. Your team needs to be that way – without holes, appropriate to the essence. If the dumpling is broken, the odds are that the product that lies within is not optimal either.

I think every dumpling began with the filling, just as your business should. I am unaware, however, of any dishes that are just “dumpling filling”, despite having a child who would remove the wrappers and only consume the filling every time we had Chinese food.  The dish isn’t complete without the wrapper, the filling, and often the broth within that brings everything together. You need to pay attention to all the parts of your business as well – the entire experience – and not just focus on the filling. It’s just one part of the dumpling!

Leave a comment

Filed under food, Thinking Aloud

Do You Really Want The Real Deal?

Happy Foodie Friday! I was asked to give some restaurant recommendations to a friend who will be traveling in a month or two. They’re going to a couple of cities I know pretty well and wanted me to tell them where they could get “authentic” cuisine. That got me thinking about the whole authenticity thing and I realized that maybe what many of us say we want isn’t really exactly what we mean.

They wanted to see NYC’s Chinatown and I told them about one of my favorite places there. It’s been there forever (always a good sign) and serves authentic Chinese food. Oh sure, you can get the American/Chinese stuff that’s available elsewhere but you can find things here like snails that you won’t find at P.F. Chang’s. They serve 24 different soups – I’m pretty sure your local place might serve 5 or 6. A lot of the “good” stuff isn’t even on the menu.

Of course, to try some of these “authentic” dishes, you have to put aside your preconceptions. Even some of the standards – Kung Pao Chicken, for example (known as Gung Bo Gai Ding here) – are different from what you’re used to. Authentic, yes, but is that really what you’re after?

They also asked for some recommendations in Rome. I am pulling together a list of places I like there but cautioned them to stay away from places that offer a tourist menu. They inevitably dumb down the food and in some cases, Olive Garden would be an upgrade. Of course, one place I love has no English menu and the last time I was there my friend ordered a plate of what I told him translated to “guts”. That was exactly what it was – liver, kidneys, etc. It was delicious and very authentic but is that really what most people want? Sanguinaccio isn’t exactly on the tourist menu (it’s a blood sausage).

InterContinental Hotels did a survey asking travelers in major destinations to select the sights, sounds, tastes, touches, and scents from a selection that provide the best experience for a traveler visiting their city. The answer for New York was fresh bagels from a West Village shop and summer rays while sunbathing in Central Park on a Sunday. I can tell you that while that may be true, most visitors would have a hard time dealing with Central Park on a Sunday and there are endless arguments in my hometown about where the best bagel can be found. Personally, I’d opt for a bodega bacon egg and cheese as being authentic, along with the lesser-known chop cheese. Good luck finding tourists who are wanting those authentic gut bombs (they’re SO good!).

Authenticity may not always be what we want. Honesty, yes. Transparency, of course. But authenticity can be something altogether disturbing. It can precipitate a massive attack of cognitive dissonance (I want the real thing but the real thing is not what I want!). Careful what you wish for!

3 Comments

Filed under food, Reality checks, Thinking Aloud

Walkin’ The Talk

I spend a lot of time on the telephone these days. I’m constantly calling people who have indicated that they have an interest in changing their lives by investing in a franchise. It’s great most of the time even if it’s frustrating at the same time. The reason for that is something from which any of us in business can learn.

I think that a number of folks are now using some sort of auto-responder on their phones. I will very often dial someone and just as their voicemail kicks in I get a text from them. “I’ll call you back” is pretty common or even the more maddening “I’ll call you back in an hour.” The reality is that I rarely get that callback.

I pride myself on walkin’ the talk. If I tell you that I’m going to do something, I do it. People are trusting me with a lot of sensitive information – their financial situation, their unhappiness with their current work situation in many cases – and I need them to know that I’m worthy of that trust. Keeping commitments is part of building trust. If I tell you that I will call you at 10, you can be quite sure that your phone will ring at 10. That’s what several decades in the TV business do to you – 10 means 10, not 9:58 or 10:02.

Trust is foundational in business. Yes, there are contracts so that everyone knows what the deal is although I probably didn’t pay enough attention to contracts because I always felt that if I could trust the person I was dealing with, contractual issues would tend to take care of themselves. Making a commitment via autoresponder isn’t walkin’ the talk. It’s just talking to get someone off your back. I’m willing to bet most of the folks don’t even know that a text was sent.

I made a resolution this year. I’m not chasing after anyone. They can generate all the texts they want but if they don’t follow through and make the call, I’m done with them. There are lot of foks who are serious about changing their lives for the better and I’m going to be spending my time with them. That’s a commitment and you can bet it’s one I’ll be keeping.

1 Comment

Filed under Franchises, Reality checks, Thinking Aloud

Tasks And Experiences

Happy Foodie Friday! This article came into my news feed this morning. It’s about Walmart’s store of the future, where robots can fill grocery orders up to 10 times faster than humans. Pretty spiffy and it’s an interesting read, but it also got me thinking about a pretty important distinction about which I think you may want to ruminate.

When I go to the grocery store (every Thursday!), I have a list of things I want to buy. Most of the things on that list are there because I’ve planned out meals for the week and I need things to make those meals possible. It’s a pretty straightforward task. Other things are on the list because I use them in general and they’re on sale. Maybe I have a coupon that for them that is expiring. Maybe they’re on sale AND I have a coupon (can you feel the excitement?). Again, it’s pretty cut and dry – here’s the thing on the list, buy it and bring it home.

That’s really only half the trip, however. Inevitably, I find things to buy that aren’t on the list. I’ve found them as part of the shopping experience. Maybe it’s an unadvertised sale, maybe some local produce came in and looks spectacular. This is experience-oriented shopping versus the aforementioned task-oriented shopping.

Back to the article. It’s lovely that Walmart (and Amazon and others) are extremely efficient in servicing these orders, but they’re only serving the task-oriented shoppers. In-store discovery is impossible when there is no in-store experience. That’s why you always see “people who bought (the thing you’re buying) also bought (another thing).’ I think it’s also why Amazon is moving into physical stores, both through Whole Foods and their own “register-less” stores. Obviously, serving the task-oriented shopper is only half the battle.

I think it’s the same in other businesses.  Almost every business interacts with customers, partners, vendors, and employees in a task-oriented framework. When you stop and think about it, good businesses make sure there is an experience-oriented aspect to the relationship as well. What I mean is an experience that the participants can enjoy for its own sake and not as a means for accomplishing a task or achieving an extrinsic goal. Maybe it’s just drinks after work with no agenda. Maybe it’s a round of golf. All of my best business relationships had both task-oriented and experience-oriented aspects.

Think about how you interact with your customers. Is everything a task where items get ticked off a list or is there an experience that’s part of the relationship? How can you bring that balance?

Leave a comment

Filed under food, Thinking Aloud

I’m Sick Of Scammers

Another year, another scammer surfaces. I’ve written many times in this space about marketers who try to take advantage of people’s limited attention spans and fear of all things “official”. The mail delivered another example of one to my doorstep the other day and I want to tell you about them. Admittedly, part of this is venting but another part is a very real concern that many marketers have lowered their standards to a point where they’ll do just about anything to drive business. It’s even worse when the business itself is a scam.

North Carolina, like many states, requires that all businesses file an annual report with the Secretary Of State. If you’ve never done that, it’s a very easy process that can be completed online in about 3 minutes. I had to do the same thing when my LLC was registered in Connecticut and the process was equally easy. You check a few boxes and pay the fee. Easy peasy.

In the mail the other day was an official-looking document – 2020 Annual Report Instructions Form.  The blanks in the form were already pre-populated with my LLC’s information. It also contained the language from the general statutes about having to file an annual report. I thought it was something the state had sent until I gave it more than a cursory look.

In a different typeface was a sentence that said this was being sent by a third-party who would file my report for me. Just send along the $292 fee and that would be that. Of course, the filing fee is only $202 – the other $90 was what this company was scamming me for. The grift IS the business – there is very little, if any, work involved otherwise.

My first thought when I saw the form was, oh, I’ll do this online, as I do pretty much everything. My next thought was “wait, this isn’t the state, this is a scam.” The thought after that was “some percentage of business owners are going to fall for this.” It has all the right information and it’s very official-looking. Of course, anyone can get that information on the state’s website and matching the state’s form and typeface isn’t exactly rocket science.

I admit there are a couple of disclaimers that the company is not affiliated with the state but why should anyone have to read very carefully to avoid being taken advantage of? Are they providing a service? I suppose so, but why not offer the service in a clear manner instead of trying to obfuscate that you’re charging $90 to save someone a few minutes’ work?

If you market a product or service, the road to profitability isn’t made easier by misleading or scamming your customers. Let’s not do that. Even better, let’s shine some sunlight on those scammers who do.

Leave a comment

Filed under Huh?, Thinking Aloud