In a Rut? Go on a Field Trip!

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“Get out in the field!”

It’s an expression in business that could mean a few things:

  • Visiting customers
  • Looking at the competitive marketplace
  • Working in the factory/front lines
  • In the Stores

The field is really anything that gets closer to the core of where the action is.  Anyplace but the desk. And usually around people.

A recent market visit brought us to the Bronx Fish Market.  A place few know exists and it’s not for the feint of heart!

bronx fish market

After the fish market we hit a couple of local businesses in our space.  And then my Italian roots took over.  The calling of Arthur Avenue in Bronx NY.  Some call it, “NY’s REAL Little Italy.”  No argument here.

arthur ave bronx ny

 

We found a gem of a small business, Tino’s Deli.

Hustle comes in many shapes and sizes.  

Why was it a gem?

  • Food was fresher than fresh.  Rare finds, no common name brands.  But all the staples you’d expect in an Italian Deli.
  • It was spotless.  Stainless steel garbage cans.
  • All the staff was happy we were there.  How did we know?  They smiled early, often and looked us in the eye.
  • The food met my expectations, and in this kind of store they are always sky high.

The owner Giancarlo Paciullo was a throw-back to an era where personal service was the norm.  He brings a tear to the eye of a blog writer where the subtitle is “Where Old School Meets New School.”

I asked to take a picture with him after we were done with breakfast.  Little did I know our server called him at home (he lives a couple blocks away) and he walked back to his place just to take a picture.  I felt bad for inconveniencing him.  But I really wanted to remember him.  And he gave us a nice little bag for the road.

tino's deli bronx ny

After looking at his website, I almost gasped at the little < 2 minute video, set to the awesome Guns & Roses “Patience.”  There’s that Old School Meeting New School thing again…..

Small little businesses like Tino’s Deli do not spend millions on advertising.  They earn loyalty one customer interaction at a time.  They dazzle people with service from the heart.

Then their loyal customers take over and tell everyone that will listen about their experience.

Go Arthur Avenue.  Go Tino’s Deli!  Bravo.

We all get in ruts in while running our businesses. Simple solution. Get to the Field.  

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Little Tests of Integrity: The Choice to do the RIGHT Thing

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Integrity, nobody's watching

A minor event happened recently that I didn’t give much thought at the time.

A supplier billed us for goods received.  But there was an honest mistake in that they billed us for an amount that was a few thousand SHORT of what it should have been.  We brought it to their attention right away and had them re-bill for the higher/correct amount.  It was second nature, as it should have been.

But I do wonder:  Would this have been “automatic” for all businesses?  Or would they have paid the lower amount and looked the other way?

I have no idea what % would fall into each side of the issue.  But here’s  what I DO know:

  • If MY business made the same mistake, I would hope that my customer would alert me and allow me to fix it.  This certainly beats the awkward situation of catching our own mistake than bringing it to THEIR attention and asking to re-bill.  And that assumes we would actually catch it.

Doesn’t this sound like the “golden rule” principle for dealing with partners?  

The golden rule extends beyond how you “treat” people, it goes to the level of candor and honesty you have in your actual business practices.  The day to day grind of paying bills, receiving money, and communicating openly and honestly vs. playing your cards very close to the vest.

This can be considered a slant on “Old School vs. New School.”  I can certainly make the case that customer and supplier relationships in the ’90’s were more combative than today.

Businesses are starting to realize that joint success, collaboration and integrity are not “choices” if you intend to have long-term strategic relationships.  The key word of course is LONG-term.  

Back to my original question:  What % would NOT “do the right thing?.”  Lets suppose that this # approaches double digits and it likely does.

If that’s the case, than wouldn’t operating the RIGHT way be a competititve advantage?  I think so….

The business case for doing things the right way is simple.  Many do not.  If you DO, you create an intangible difference.  Positive differences tilt the deck in your favor.

For me however, I would just rather sleep well at night.

I would also like to know who I’m dealing with that wouldn’t do the right thing.  Life is short and business is too competitive to worry about these little things, that end up being big things.

There are lots of things to worry about in business.

Getting beat for integrity lapses (or pouncing on someone else’s mistakes) should never be one of them.

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