Archive for January 2010

If you print it, you should honor it

01.14.10

I went out for a lovely Italian dinner last night with a friend. The waiter was pleasant, the food was pretty good, the wine was poured a little higher than it probably should have been. But the night took a terrible downward turn when I presented the server with a 10% off coupon that I had clipped from the multi-page book that gets mailed to me each month with hundreds of local deals.

“We don’t accept this anymore,” he said.

“Is it expired?” I asked.

He brought the coupon close to his face to read the fine print. “No, there’s no expiration date. We just don’t take the ValPak coupons anymore.”

“Doesn’t the restaurant pay to have their coupons printed in the ValPak?” I asked.

“Well, yes. But they just decided to stop accepting them.”

I knew that the piece of paper in question was a recently clipped coupon; based on the small number of folds and how none of the ink had worn off from rubbing against dozens of other coupons in my handy-dandy coupon wallet, I estimated I had carefully filed it under the “restaurants” tab less than a month ago.

I have no idea how to run a restaurant, and I’m no expert in the coupon-printing vs. coupon-accepting cost analysis. But part of the reason my friend and I decided to go to this particular restaurant (that shall remain nameless but feel free to identify it in the photo at right) was precisely because I recalled I had this no-expiration-date savings in my purse. I feel strongly that giving us customer satisfaction by honoring their own promotion would have been well worth the six dollars and 70 cents it would have cost them.

I may not be a food industry professional, but what I do know is this: A satisfied client may or may not pass your name on to a friend or two; a dissatisfied one will surely tell 10 before the next day. And if the dissatisfied client has a blog, it may well reach hundreds or thousands.

Do right by your clients and customers by honoring your own promotional materials.

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The first item on my 2010 to-do list

01.04.10

I never used to be one to set goals, at least not long-term, life-changing ones (my list of things to do would be more likely to include “Pick up dry cleaning” rather than “Save the world”). But a couple years ago, with the gentle persuasion of The Secret (a concept-turned-huge-marketing-success, which I’m not endorsing, just passing on through my personal experience), I did make a list of more serious ambitions.

One was to complete a marathon. At the time I wrote this down, the idea of running 26.2 miles didn’t seem completely absurd; after all, I did run three miles several times a week, and even 10 miles on occasion for races for which my sisters forced me to sign up with them. But running long distances day in and day out to train for the big event for months ahead of time did not sound like a commitment I was ready to make. So I jotted “marathon” on my list, and I didn’t give myself a deadline — I figured when my schedule cleared up and I was ready, I’d do it and check it off the list — no rush. And if I happened to grow old, break both my legs, or otherwise impair myself in the meantime in a way that made this goal impossible, well then at least I tried.

But lists don’t work that way. The moment something is down on paper (and not on a Post-It note that you may be tempted to throw away; this is the perfect reason to use the pretty journal that you’ve placed in a drawer because it’s too nice to use for grocery lists and errands), you have completely obligated yourself to that item. Had I not written that one word in my otherwise blank notebook more than two years ago, I may still be just talking about the idea of a marathon and congratulating my sister on completing one without me.

But I did write it down. And so, when my sister approached me on January 1, 2008 and said, ”We have exactly 12 weeks to prepare for the DC National Marathon, are you up for it?” I knew I had no choice but to begin training that very day. On March 29, 2008, I crossed that finish line in 4 hours, 58 minutes and 4 seconds (a full 30 seconds before my sister, but this isn’t really the place for bragging).

Less than a year later, I set a new goal for myself: natural childbirth. Since this one evolved over a period of time I spent researching the topic, I never actually put a pen to paper to record the goal. Instead, I ended up telling everyone I knew about my plan to accomplish this feat, so that come baby’s birth day, I’d feel like a complete hypocrite if I didn’t follow through with it. This method worked just as well as the journal approach for me, and after training for months through yoga and Hypnobirthing techniques, I delivered a healthy baby boy with no more than an affirmation-filled iPod and the force of my own sheer will.

LBK Designs - full-time business!You’d think after accomplishing these two lofty goals, which I’d venture to say very few people have under their belts, I’d be finished, right? Well, as it turns out, I now thrive on goal-setting and goal-achieving, which leaves me pretty busy and with what I hope is a healthy amount of stress. My current endeavor: Leaving my 9-to-5 (which came with regular paychecks) for a more balanced life of running my own business and enjoying time with my family (which comes with regular hugs and kisses, and sometimes paychecks, too).

While I’ve already met the goal of quitting my day job, the success of my business as my full-time gig has yet to be determined. But as I have done with my other aspirations, I am pouring my heart and soul into this mission, and telling everyone of my plans as a means to encourage victory.