A Positive Approach To Surviving In Today’s Ever-Changing Market
NOVEMBER 2008 LIMOUSINE DIGEST
As a seasoned owner-operator who has been in the limousine industry for over 21 years, I have withstood many economically challenging times. The world is an ever-changing place that, in turn, creates ever-changing market conditions. In order to continue to be successful in today’s frenetic workplace I have found that taking a positive approach to how I manage my business is key.
One of the most important lessons I’ve learned is that a positive attitude has to start with me. When I begin my day with a smile and a positive outlook, it tends to be contagious. It’s common sense, really. You are going to react positively to someone who is smiling, as much as you may react negatively to someone who is angry or unhappy. Think about when you talk to a person on the phone whom you know is smiling. It’s obvious even though you can’t see him. Not every day is going to be perfect; there will be days where you are forcing that smile. Bad things will inevitably happen, but keeping the optimism will make it easier for you and your business to weather hard times. It’s not the circumstances that are bringing you down, it’s how you react to the circumstances.
Stabilize Your Foundation
There’s no denying that this has been a tough couple of months-maybe even a year or so-for the industry. Many of us are too well aware of how cutbacks have reduced corporate travel and retail work. Wedding budgets get tighter as the economy contracts. It used to be that limousine service was the first priority for a wedding; now it has become the first budget line item to be cut.
In meeting these challenges, one of the most important things I have found is the importance in taking time with each customer. Now is the time to go back to organic selling, where a salesperson cultivates a relationship with each potential customer. It is important to listen and meet every customer’s needs in all aspects of the business. In the last few years-when business was booming-there was hardly any time to spend with customers. It may take some legwork to build that relationship, but a customer will think of you first when he needs service. Every person is a potential customer. While your competitors are all gloomy and waiting for the phone to ring, your positive attitude will be attracting future customers who will likely choose your service first when things pick up gain. And things will pick up again.
Happy Customers Start With Happy Staff
As trite as it may sound, one of the best things you can say to a staff member is “thank you.” It’s easy to bring your own baggage to work-worries about the mortgage, taxes, vehicle maintenance, payroll, family issues, etc.-and it’s no different for your staff. It’s also very easy for them to get bogged down with thoughts of losing their jobs in this economy. By offering them a simple but sincere thank you, you can set the office tone. They will likely appreciate the acknowledgement of a job well done and will work harder to make your company successful.
I am thankful for all of my staff, including my manager, customer service representatives, and chauffeurs. I let them know on a regular basis how much I appreciate the good jobs that they do. Even more importantly, I encourage them to let our customers know how much we appreciate their business. If I appreciate their efforts and they are happy in their jobs, their attitude will be evident to customers. Who wouldn’t want to do business with a happy company?
We’re All In It Together
With the drastic change in the economy, one of the hardest hit groups has been charities. Food banks are running at an alltime low. Donations to American Red Cross and The Salvation Army are way down. There’s less money to go around as people tighten their belts and pinch pennies. Right now is the worst time for charities that rely on those donations to provide services for the ever-increasing group of marginalized people. It’s easy to give when times are good, but it’s much more important now.
As part of our success I believe in giving back to and being involved in the community. We don’t necessarily have to limit our involvement to a monetary commitment; a commitment of time is just as valuable. Recently we took part in raising awareness throughout the community of a tragedy that occurred close to our area. When 35 families lost their homes in an apartment complex fire, we worked with our clients, as well as local area news stations and newspapers, to collect donations for the families to help rebuild their lives. Accidents aren’t going to stop just because the economy is shaky. Your efforts will be appreciated all the more for it, and it will make that smile a little easier every morning.
Negative People Need Not Apply
At the beginning of this article I mentioned that the positive attitude has to start with you. I know it’s not always the most natural thing to do, so I’ve listed some ways to show off your pearly whites and add some sunshine to your step.
There is no shortage of motivational material out there. I encourage everyone to read, listen to CDs and webcasts, talk with friends, and watch TV programs as part of the process to educate your mind and reinforce what you have learned. I love Oprah’s webcast (free on her website) with Eckhart Tolle, which is about living in the moment and dealing with the ego we all have (some more than others!). There are so many choices out there for whatever encouragement you need.
Your thoughts are often displayed on your face, so be aware of what you are thinking. They say we think 60,000 thoughts a day-most of them the same day after day. I’ve found that meditation works miracles because it quiets the mind and helps you learn to “not think” so many negative repetitive thoughts. Yes, there really is a power in positive thinking.
It is important to take care of our bodies the best we can. Exercising and eating right will not only make you feel good about yourself, it will keep you healthy when your body is under tremendous stress. I know we all have our weak spots, so don’t beat yourself up about them.
In business as in our personal lives it is paramount to stay away from negative people as much as we can. You know who they are, and I know it’s not always possible to avoid them. When I am around negative people I try to accept them for how they are, knowing I am not the cause of it. Their negative energy can rub off on us, and their attitudes will only affect you if you let it. It is so important to be a student of positive thinking and never get sucked into someone else’s misery. Accepting that you can’t change them will help as well.
There are countless ways to turn on the happy thoughts and change your day. Try it once, and make it a game. See how long you can keep up the positive attitude and notice how good it will make you, your staff, and your customers feel. Please feel free to e-mail me if I can be of any help to you in your search for inner peace and happiness. You have the choice of how you will spend your day. Why not consider looking at the glass as half full?
Sue Jarvis started Aristocat Transporation in the Detroit area in 1987 with one limousine out of her home. Since then she has acquired four other limousine companies and now represents a fleet of over 70 vehicles. Aristocat Transporation has been a finalist for Operator of the Year and its office manager was voted Employee of the Year by Limousine Digest. She can be reached at (586) 574-0700 or sue@aristocatlimo.com.
Tags: detroit limo, detroit limo service, detroit transportation, limousine digest, limousine service, metro detroit transportation, michigan limo, national limousine association
