Things are really starting to accelerate within our business. We’re currently raising capital from private investors and, as they say, the phone is ringing off the hook. That’s a good thing.
I had a conversation today about directions and the myriad of small, day to day decisions that we all make, that eventually, cumulatively shape our lives, our businesses, our relationships and our futures. There are times when those decisions, whether they be large or small, all seem daunting. Sometimes it’s due to the sheer volume of decisions to be made. Other times it’s because the decisions are taking us out of our comfort zone. And then there are times when we feel we cannot make the decisions ourselves, but must seek the counsel of others.
There are those that believe that whatever decision you make, whatever path you choose, you’ve made the correct decision. These folks aren’t simply blue-sky optimists. Rather, they believe that whatever you choose, you chose it for a reason. That choice was the very best choice for you at that very moment. In a way, they’re simply expressing belief in the ability of everyone to make wise decisions in the moment. However, more deeply, they’re eliminating the second guessing that many of us face on a daily basis. Make your decision. Trust that it is the very best choice for you right now, in the moment. And then move on.
Henry Mintzberg of McGill University has posited the concept of “emergent strategies” within organizations. His theory states, more or less (since it’s been a while since I’ve read these research papers), that while most companies engage in grandiose planning initiatives on a periodic basis (e.g. annually, every five years, etc.), these massive planning retreats do not really drive strategy. In fact, Mintzberg asserts, strategy within most organizations is driven by thousands of small, seemingly insignificant daily decisions taken by many different participants within the corporate structure. In short, strategies are not created, they emerge.
Pulling all of this back to smaller organizations, such as ours (or even to our relationships, our lives, etc.), how much benefit (i.e. how much effective strategy) comes from overt, focused efforts to plan our futures? And how much simply emerges from the myriad day-to-day decisions that are made in the moment? And further, if we trust that each of these day-to-day decisions is absolutely correct for all involved at that point in time, are emergent strategies, by definition, perfect?
Or, conversely, is it a perfect strategy to trust one’s day-to-day decisions and simply move on?
It’s an important topic, this idea of driving in particular directions and how those directions are chosen, as is highlighted by 18th century English historian and Member of Parliament, Edward Gibbon. “The winds and waves are always on the side of the ablest navigators.”
Thursday, April 26, 2007
Wednesday, April 25, 2007
A Disorderly Compendium of Golf
On the weekend I finished reading A Disorderly Compendium of Golf by Lorne Rubenstein and Jeff Neuman. It’s an enjoyable, light and quick read. Since it truly is much like a well laid out scrap book of golf lore and quirky facts, it’s very easy to pick up for a few minutes here and there. Each little anecdote, or statistic, etc., comprises no more than a few pages.
This is what the publisher, McLelland and Stewart, had to say, as quoted from the Chapters website:
“The ideal gift for every golfer — pros and duffers alike.
The obsessive book about the obsessive game, and more fun to read than a green at Ballybunion. Written by two authors who have misspent their lives in thrall to the sport, A Disorderly Compendium of Golf digs into the odd, the fascinating, the historical, the random, the unexpected, and the curmudgeonly, and serves up hundreds of pages of lists, anecdotes, humour, surprises, and the sheer compelling minutiae of a game whose pleasure lies in the details.
It’s all here, including history (the oldest courses, top five money-winners at ten-year intervals), odd rules (did you know you may take a free drop from a fire-ant hill but not from poison ivy?), helpful tips and golf instruction (how to hit Phil Mickelson’s trademark flop shot), the lexicon (professional caddie nicknames, terms for an ugly shot, names of golf balls), gambling games, the grasses used in greens, unusual patents, Shakespearean quotes on golf, longest and shortest holes . . . and more, much more.”
Arnold Palmer is also quoted on the Chapters website:
"Golf is full of quirky bits and pieces along with stories and information. There’s something on every page of this entertaining book to interest and amuse every golfer. Not surprising with Lorne Rubenstein involved — one of the best."
In many ways, this book is much like the game itself. You never know what the next page will bring. It might be an historical lesson, a new tip, a rules explanation, or a tale about one of golf’s greats, or not so greats.
There are several features that run throughout the book, including The Golfer’s Life List which notes things that all golfers should try at least once in their lifetime, such as sneaking onto a golf course at night. Another feature is Footnotes to History, recalling the stories of players that came “tantalizingly close to winning a major.”
You’ll also learn how to properly rake a sand trap, which is good news for all those that play behind you.
This is what the publisher, McLelland and Stewart, had to say, as quoted from the Chapters website:
“The ideal gift for every golfer — pros and duffers alike.
The obsessive book about the obsessive game, and more fun to read than a green at Ballybunion. Written by two authors who have misspent their lives in thrall to the sport, A Disorderly Compendium of Golf digs into the odd, the fascinating, the historical, the random, the unexpected, and the curmudgeonly, and serves up hundreds of pages of lists, anecdotes, humour, surprises, and the sheer compelling minutiae of a game whose pleasure lies in the details.
It’s all here, including history (the oldest courses, top five money-winners at ten-year intervals), odd rules (did you know you may take a free drop from a fire-ant hill but not from poison ivy?), helpful tips and golf instruction (how to hit Phil Mickelson’s trademark flop shot), the lexicon (professional caddie nicknames, terms for an ugly shot, names of golf balls), gambling games, the grasses used in greens, unusual patents, Shakespearean quotes on golf, longest and shortest holes . . . and more, much more.”
Arnold Palmer is also quoted on the Chapters website:
"Golf is full of quirky bits and pieces along with stories and information. There’s something on every page of this entertaining book to interest and amuse every golfer. Not surprising with Lorne Rubenstein involved — one of the best."
In many ways, this book is much like the game itself. You never know what the next page will bring. It might be an historical lesson, a new tip, a rules explanation, or a tale about one of golf’s greats, or not so greats.
There are several features that run throughout the book, including The Golfer’s Life List which notes things that all golfers should try at least once in their lifetime, such as sneaking onto a golf course at night. Another feature is Footnotes to History, recalling the stories of players that came “tantalizingly close to winning a major.”
You’ll also learn how to properly rake a sand trap, which is good news for all those that play behind you.
Tuesday, April 24, 2007
So Ends Our Last Winter Without Golf
Spring is definitely in the air. I visited the driving range - my first practice session of the year - on Saturday. It was a terrible session. I just didn't hit many crisp shots. My timing was off. Which didn't give me a lot of confidence heading in to Sunday, my first round of golf.
On Sunday I got to the course early and had an hour to work on putting, chipping and pitching. There's no range at my course, so I could only practice short game.
Eventually we were called to the first tee. I was pleasantly surprised. I striped a 3-wood to the middle of the fairway about 110 yards out, with a nice little draw. Just over 4 hours later I was back in the club house with 85 on the card. Not bad for me, especially first time out.
I must now figure out where to practice. I like to do so at least once per week. I'd like to do more, but have a busy schedule.
There are a few public driving ranges around, like the one I used on Saturday, but very few have any short game areas. And all charge by the bucket, or the hour, either way causing one to limit practice to X number of balls or minutes. There are a few higher end clubs. They may offer a season pass to their practice facilities. I'll investigate.
Of course, there are also private clubs with great facilities, but that's not for me at this point.
It sure would be nice to have a Parmasters Golf Training Center in town. A place where you can practice as long as you want, as often as you want. A place where you can practice both long and short game. A place where weather and nightfall are never a worry.
But wait, such a place will exist, very soon. My team, along with yours truly, will open our Parmasters Center this winter. Such a place will exist, very soon!
Monday and Tuesday were very busy. Lots of investor and banker meetings. Things are really starting to accelerate.
I attended a Chamber of Commerce event this evening. It was a sort of President's/CEO's reception. I made some new acquaintances and renewed some old friendships.
Tomorrow will begin as every day does. Some breakfast, my newspaper, and some respite. Shortly thereafter I'll be off to a Communitech breakfast. I won't eat much during the second breakfast of the day! After that, lots of investor calls and meetings.
Now, soon, off to do some reading.
Monday, April 23, 2007
Blog Updates
During the past week, instead of posting, I’ve been updating the links available via this blog, as well as the look and feel. Google’s Blogger offers an ever increasing array of options and built-in functionality. It’s amazing what you can do with a few clicks of the mouse.
Parmasters Links – I’ve added many new links that will take you to lots of new information.
Franchising Links – The Canadian and International Franchise Associations have been added.
Golf Blogs – I’m sure there are thousands. I’ve added a few. Please feel free to send me other suggestions.
Tour News – At the bottom of the page you’ll find a scrolling news feed from the major North American tours.
This blog will continue to grow and evolve. I hope you find it helpful and useful. As always, I welcome any suggestions for new links, content, etc.
Parmasters Links – I’ve added many new links that will take you to lots of new information.
Franchising Links – The Canadian and International Franchise Associations have been added.
Golf Blogs – I’m sure there are thousands. I’ve added a few. Please feel free to send me other suggestions.
Tour News – At the bottom of the page you’ll find a scrolling news feed from the major North American tours.
This blog will continue to grow and evolve. I hope you find it helpful and useful. As always, I welcome any suggestions for new links, content, etc.
Monday, April 16, 2007
Progressive Golf
I felt very tired over the weekend. Not sure why. I was in bed early each night, but also up fairly early each morning. I worked a little Friday night, but took all of Saturday off.
Saturday was family time. I worked out in the morning, and then we were off to my younger son’s archery lesson. Yes, you read that correctly. Archery. His class has been studying medieval times and he wanted to try his hand with bow and arrow. It was fun to watch him learn.
After some lunch, and some work on my Blackberry for one of the companies I advice, we were off to a used book store in St. Jacobs, Ontario. I can get lost for hours, and many dollars, in a used book store. I confined myself to the golf section and we were in and out in about an hour. I picked up an old – 1920’s perhaps – edition of Progressive Golf by the one and only Harry Vardon. They wanted a pretty price for it! Amongst my other finds, a copy of Harvey Penick’s Little Red Book and Touring Prose by Lorne Rubenstein (who recently won some accolades for his musings on this year’s Masters).
The rest of Saturday involved some bowling – I’m a better golfer! – and some movie watching.
Sunday began with breakfast and a lengthy run. Then a little more work, of course. Later in the afternoon I settled in to watch the LPGA Ginn Open. While it was nice to see young Ms. Lincicome notch her second victory, it was very difficult watching Laura Davies collapse with her double-triple finish.
Saturday was family time. I worked out in the morning, and then we were off to my younger son’s archery lesson. Yes, you read that correctly. Archery. His class has been studying medieval times and he wanted to try his hand with bow and arrow. It was fun to watch him learn.
After some lunch, and some work on my Blackberry for one of the companies I advice, we were off to a used book store in St. Jacobs, Ontario. I can get lost for hours, and many dollars, in a used book store. I confined myself to the golf section and we were in and out in about an hour. I picked up an old – 1920’s perhaps – edition of Progressive Golf by the one and only Harry Vardon. They wanted a pretty price for it! Amongst my other finds, a copy of Harvey Penick’s Little Red Book and Touring Prose by Lorne Rubenstein (who recently won some accolades for his musings on this year’s Masters).
The rest of Saturday involved some bowling – I’m a better golfer! – and some movie watching.
Sunday began with breakfast and a lengthy run. Then a little more work, of course. Later in the afternoon I settled in to watch the LPGA Ginn Open. While it was nice to see young Ms. Lincicome notch her second victory, it was very difficult watching Laura Davies collapse with her double-triple finish.
Friday, April 13, 2007
Abbey Road
Thursday evening we attended the Electric Thursdays Series at the Centre in the Square. The Jeans ‘n Classics band accompanied by the Kitchener Waterloo Symphony featured the music of The Beatles in general. During the second set they played the entire Abbey Road album, note for note. Wonderful music, wonderfully performed!
As always, I saw many friends and acquaintances at the Centre last night. I wasn’t speaking to all of them, but it was nice to see them there. There were some that I definitely wanted to catch up with, but just didn’t get over to them. I always get a refreshing sense of community when at the Centre for an event. Yes, we live in a fairly large city, but it’s also still a small community. That’s something I enjoy.
Today started with an early investor meeting at a local Tim Horton’s. I look forward to the day when our local Parmasters golf training center is up and running, and I have an office that’s not in my home! I see the inside of a lot of Tim Horton’s restaurants!
The day continued with additional meetings with others considering the investment opportunity.
I was back in my home office for most of this afternoon. Lots of calls, emails and paper work.
It’s been a long week, working too late most evenings. I’m feeling rather exhausted. I plan to rejuvenate over the next day or so. Take some time off.
It’s been a little while since I closed a blog entry with a quote. I was reminded of this quote last night. One of the friends that I never did get speaking with (last night) would do well to consider what follows. We’ve spoken about it before.
“To a large degree, the world around you is a mirror of that which is within you. You see what you look for. People treat you as you expect to be treated. The things you experience come from the actions you take. With your thoughts and actions you can make it what you want it to be.” -Ralph Marston
As always, I saw many friends and acquaintances at the Centre last night. I wasn’t speaking to all of them, but it was nice to see them there. There were some that I definitely wanted to catch up with, but just didn’t get over to them. I always get a refreshing sense of community when at the Centre for an event. Yes, we live in a fairly large city, but it’s also still a small community. That’s something I enjoy.
Today started with an early investor meeting at a local Tim Horton’s. I look forward to the day when our local Parmasters golf training center is up and running, and I have an office that’s not in my home! I see the inside of a lot of Tim Horton’s restaurants!
The day continued with additional meetings with others considering the investment opportunity.
I was back in my home office for most of this afternoon. Lots of calls, emails and paper work.
It’s been a long week, working too late most evenings. I’m feeling rather exhausted. I plan to rejuvenate over the next day or so. Take some time off.
It’s been a little while since I closed a blog entry with a quote. I was reminded of this quote last night. One of the friends that I never did get speaking with (last night) would do well to consider what follows. We’ve spoken about it before.
“To a large degree, the world around you is a mirror of that which is within you. You see what you look for. People treat you as you expect to be treated. The things you experience come from the actions you take. With your thoughts and actions you can make it what you want it to be.” -Ralph Marston
Wednesday, April 11, 2007
Create Your Day
Great progress today on various fronts. Details to follow as things are finalized.
I also took a few minutes from my day and donated blood. This is a cause I firmly believe in. We’re considering conducting mobile clinics at our Parmasters Golf Training Centers. This is my idea, not the franchisor’s. I’ll have to get their ok. I feel we could tie it into the business and make it a win-win-win. Many details to iron out and many months to do so.
I’ve started playing with the concept of creating/designing my days. Those of you that have seen and absorbed both What The Bleep and The Secret will understand what I’m talking about. For others …
The idea of creating/designing, or perhaps “intending” your days involves the Law of Attraction and Intentional Thinking. I’m no expert, but this is what I’ve started doing.
Before you get out of bed, take a few minutes to think about what would make this day perfect. What would be an ideal day for you? What would you do? Learn? See? Accomplish? Who would you interact with? What would happen? How would you feel? You don’t need to go into great detail. Just pick upon a few key elements/events/accomplishments/etc.
Next, get your mind into a state whereby you believe you’ve already achieved/experienced your perfect day. You want to start to think and feel like it’s already yours, like it’s already happening. You want to start to feel those great feelings that come from a perfect day.
And lastly, feel gratitude. Be grateful, thankful, for your perfect day. It’s already happening. It’s perfect. So be thankful.
I urge you to explore these concepts. I know it sounds pretty OUT THERE, very STRANGE! Try it. You’ll be amazed.
I also took a few minutes from my day and donated blood. This is a cause I firmly believe in. We’re considering conducting mobile clinics at our Parmasters Golf Training Centers. This is my idea, not the franchisor’s. I’ll have to get their ok. I feel we could tie it into the business and make it a win-win-win. Many details to iron out and many months to do so.
I’ve started playing with the concept of creating/designing my days. Those of you that have seen and absorbed both What The Bleep and The Secret will understand what I’m talking about. For others …
The idea of creating/designing, or perhaps “intending” your days involves the Law of Attraction and Intentional Thinking. I’m no expert, but this is what I’ve started doing.
Before you get out of bed, take a few minutes to think about what would make this day perfect. What would be an ideal day for you? What would you do? Learn? See? Accomplish? Who would you interact with? What would happen? How would you feel? You don’t need to go into great detail. Just pick upon a few key elements/events/accomplishments/etc.
Next, get your mind into a state whereby you believe you’ve already achieved/experienced your perfect day. You want to start to think and feel like it’s already yours, like it’s already happening. You want to start to feel those great feelings that come from a perfect day.
And lastly, feel gratitude. Be grateful, thankful, for your perfect day. It’s already happening. It’s perfect. So be thankful.
I urge you to explore these concepts. I know it sounds pretty OUT THERE, very STRANGE! Try it. You’ll be amazed.
Tuesday, April 10, 2007
In Golf We Trust
Today started and ended with volunteer activities. This morning with the Marketing Committee of the Kitchener and Waterloo Community Foundation (KWCF), and this evening with the Special Gifts Fund (SGF) of my church, St. James-Rosemount United. Ironically, there’s overlap between the services offered by these groups. KWCF manages community endowments (investment earnings are dispersed but the principle remains) and the SGF manages endowments to the benefit of the Church. Both were productive meetings that moved us forward.
In between, of course, much business was conducted. I had several meetings, walked a potential investor around our likely location, had many calls and emails to deal with, and also worked on various collateral pieces related to our website and investor materials.
I stumbled across a great golf-oriented blog today. It’s called In Golf We Trust. Catchy title! I’ve only started to explore, but my favourite feature so far is On This Day In History. As the name would suggest, it provides brief anecdotes of historical events that happened on any particular day of the year. If you enjoy golf history, definitely check it out!
In between, of course, much business was conducted. I had several meetings, walked a potential investor around our likely location, had many calls and emails to deal with, and also worked on various collateral pieces related to our website and investor materials.
I stumbled across a great golf-oriented blog today. It’s called In Golf We Trust. Catchy title! I’ve only started to explore, but my favourite feature so far is On This Day In History. As the name would suggest, it provides brief anecdotes of historical events that happened on any particular day of the year. If you enjoy golf history, definitely check it out!
Monday, April 09, 2007
Sports Weekend
It was a big weekend in sport. While we could have had a little more drama in the last few holes of the Masters, Zach Johnson’s victory, with Tiger chasing, certainly wasn’t boring! We also witnessed the exclusion of the venerable Toronto Maple Leafs from yet another post-season romp. And Canada won yet another World Curling Championship. And that was just Sunday afternoon!
As you can tell, I didn’t do a lot of work on Sunday. Family time. Watching sports with family, that is.
Today was quite productive. I hunkered down and updated our business plan. I’m also working on putting a budget in place. While we’re spending very, very little cash at this point, and generating no revenue, the lack of a budget and forecasts was really gnawing away at me. Made great progress today!
I’m now heading into a busier period. We hope to have location news soon. Still in a quite period on that front. Once we sign a lease my work volume will increase substantially.
I’m also heading into a three-month stint as assistant coach on my eldest son’s SWO Ball Hockey team. My youngest is taking archery lessons, and I must make it out to those (Saturday mornings). And most importantly, I think we can now officially declare golfing season in Waterloo Region! I still hope to play once a week, and train more often than that.
For now, time to shoot some balls at my ball hockey goalie son.
As you can tell, I didn’t do a lot of work on Sunday. Family time. Watching sports with family, that is.
Today was quite productive. I hunkered down and updated our business plan. I’m also working on putting a budget in place. While we’re spending very, very little cash at this point, and generating no revenue, the lack of a budget and forecasts was really gnawing away at me. Made great progress today!
I’m now heading into a busier period. We hope to have location news soon. Still in a quite period on that front. Once we sign a lease my work volume will increase substantially.
I’m also heading into a three-month stint as assistant coach on my eldest son’s SWO Ball Hockey team. My youngest is taking archery lessons, and I must make it out to those (Saturday mornings). And most importantly, I think we can now officially declare golfing season in Waterloo Region! I still hope to play once a week, and train more often than that.
For now, time to shoot some balls at my ball hockey goalie son.
Sunday, April 08, 2007
Discovering Your Authentic Leadership
I'm in my home town, northeast of Toronto. This is where I spent the first 19 years of my life. We visited with my parents yesterday. Today we're with my in-laws.
I had a good run this morning. I missed two workouts earlier this week. Just very busy and, unfortunately, not sleeping well this week either. Lots on my mind! So, missed workouts combined with a big Easter meal yesterday, and another today, provided plenty of motivation for a lengthy run today!
I've just finished the February Harvard Business Review. (Yes, behind on my reading again!) "Discovering Your Authentic Leadership" by George, Sims, McLean and Mayer was found on page 129.
As the paper title suggests, the focus was on the benefits, and indeed the need, for leaders to be their authentic selves, rather than trying to emulate someone else. The authors are thankful that over 1000 leadership studies have failed to provide a synthesized profile or set of character traits for a successful leader. Had such a profile been developed, the authors posit that aspiring leaders would fall into the emulation trap, and authenticity would wane.
From the paper:
1) Learn from your life story - Not from your life events, but from your narrative, how you interpret and relate said events. This is telling.
2) Know your authentic self - "Self awareness" was noted as the most important capability for leaders to develop by the Stanford Graduate School of Business's Advisory Council.
3) Practice your values and principles - And you won't know your true values, convictions and beliefs until their tested in highly stressful situations.
4) Balance your extrinsic and intrinsic motivations - We all want to believe that we're motivated and driven primarily from within, but human nature suggests that we all derive much satisfaction from external recognition. This is natural. Balance is critical.
5) Build your support team - We all need strong feedback systems, people to pick us up, people to tell us like it is, and people with whom we can be completely open and vulnerable.
6) Integrating your life by staying grounded - Can you be the same person in your personal life, professional life, with close family, with friends, with shareholders and employees?
7) Empowering people to lead - Authentic leaders realize that leadership is not about their personal success, but rather it's about the success of many empowered leaders throughout the organization.
I highly recommend this article to all aspiring leaders. Of course, I'm biased. I've long believed that authenticity, and thus self awareness as a pre-requisite, are critical to effective leadership.
Saturday, April 07, 2007
Pace Is Slow!
It’s been another busy week. As we’re getting closer to fruition on the site/lease front, I’ve been revamping investor materials (e.g. business plan, etc.) to include updated, recent information. We’ve also been in continued discussions with banks and leasing companies/brokers.
I’m continually frustrated by the pace. Things move far too slowly for my liking. I find new ways of pushing. I ensure the next meeting is booked before we leave the current meeting. I keep parts of my schedule open for certain initiatives. I’m diligent with my follow-ups, and use various techniques to ensure phone time is optimized. Nevertheless, the pace seems slow.
I’ve just returned from a board meeting with a local start-up. We had the same discussion. It’s all about pace, getting to revenue as quickly as possible, etc.
In many ways, ‘tis simply the nature of a start-up. In fact, ‘tis simply the nature of business also.
Now off to my home town for Easter celebrations. Two big meals. Taking some work with me, of course
I’m continually frustrated by the pace. Things move far too slowly for my liking. I find new ways of pushing. I ensure the next meeting is booked before we leave the current meeting. I keep parts of my schedule open for certain initiatives. I’m diligent with my follow-ups, and use various techniques to ensure phone time is optimized. Nevertheless, the pace seems slow.
I’ve just returned from a board meeting with a local start-up. We had the same discussion. It’s all about pace, getting to revenue as quickly as possible, etc.
In many ways, ‘tis simply the nature of a start-up. In fact, ‘tis simply the nature of business also.
Now off to my home town for Easter celebrations. Two big meals. Taking some work with me, of course
Tuesday, April 03, 2007
Physical
I have just finished a book that was read for pure pleasure. “The Maple Leafs Trivia Book: 1927-2004” by Mike Leonetti. It was a gift from my sons. It really is just a book of trivia. Set up in a quick question and answer format, organized into categories. If you’re as nostalgic as I am, and you have watched the Leafs for a number of years, then you’ll enjoy this book.
I’ve also just started another pleasure book, this one golf related. More details later.
I had a physical today. I’ve resolved to do so every 18 months. I was thinking annually, but my doc suggested every 18 months would be fine. So, I guess I’ll go next in the fall of 2008.
This was partly at the behest of my former hockey coach. I blogged about him earlier.
Also, as a business owner, I have a whole new set of responsibilities and a new, very large group of people depending on my health. This list includes my loved ones, of course, but also members and other customers, shareholders, employees, suppliers, banks, leasing companies, the franchisor and all related stakeholders.
The rest of the day was spent working away, in meetings, and on the phone. My Blackberry battery was almost fully depleted by day’s end. That rarely happens.
I’ve also just started another pleasure book, this one golf related. More details later.
I had a physical today. I’ve resolved to do so every 18 months. I was thinking annually, but my doc suggested every 18 months would be fine. So, I guess I’ll go next in the fall of 2008.
This was partly at the behest of my former hockey coach. I blogged about him earlier.
Also, as a business owner, I have a whole new set of responsibilities and a new, very large group of people depending on my health. This list includes my loved ones, of course, but also members and other customers, shareholders, employees, suppliers, banks, leasing companies, the franchisor and all related stakeholders.
The rest of the day was spent working away, in meetings, and on the phone. My Blackberry battery was almost fully depleted by day’s end. That rarely happens.
Monday, April 02, 2007
Service Beyond Our Borders?
Long time, no blog. It was a busy weekend. I worked late Friday evening and then spent the bulk of Saturday and early Sunday at bachelor party. A friend from my Maplesoft days was the victim … er … I mean the “groom.”
There’s no need to get into much further detail here. That said, we did have two experiences over the 24 hours or so that really stuck out for me.
The first occurred on the Saturday night, at a downtown Toronto club/restaurant called the Chick N Deli. The name doesn’t really stand out, but the owner/manager clearly knew what he was doing.
We arrived at the Chick N Deli early in the evening, around 7:00pm. The place was jam packed with seniors. There was a jazz band on stage playing mostly wartime music. They were great! There were about half a dozen walkers parked close to the doors, and the dance floor was packed! And they all seemed to be regulars.
Apparently, later in the evening, when the seniors are ready to head home, a different band goes on stage, and the place fills with a much younger crowd. Likely another group of “regulars.”
So here’s this little, non-descript establishment, packed with an older crowd early in the evening (when it would be difficult to bring a younger crowd in) and then packed with a younger crowd later in the evening (when the seniors are heading home). The owner/manger is brilliant!
And not only that, but they’re all “regulars.” Chances are the business spends very little on advertising, and they offer great service!
The second experience that hit home for me occurred on the Sunday morning. We were locked out of our rental vehicle. When we phoned the rental company, we went directly to voice mail. It was Sunday morning. We were stuck. CAA came and went, and couldn’t help. We eventually had to smash a window to get into the vehicle!
So, here’s this rental company, thinking that they have provided a great service. The owner/manager was likely having a nice Sunday morning at home, with no idea that his “service” was failing miserably!
So, at Parmasters Waterloo Region, clearly we are providing a service to everyone within the center at any particular time. But, in the minds of our patrons, are we also providing a service when they’re out on the golf course? Especially if they’ve taken our Straight-Line Golf™ lessons. Is it enough for us to deliver results while our patrons are within the center? Will they expect us to deliver results when they’re not in the center?
There’s no need to get into much further detail here. That said, we did have two experiences over the 24 hours or so that really stuck out for me.
The first occurred on the Saturday night, at a downtown Toronto club/restaurant called the Chick N Deli. The name doesn’t really stand out, but the owner/manager clearly knew what he was doing.
We arrived at the Chick N Deli early in the evening, around 7:00pm. The place was jam packed with seniors. There was a jazz band on stage playing mostly wartime music. They were great! There were about half a dozen walkers parked close to the doors, and the dance floor was packed! And they all seemed to be regulars.
Apparently, later in the evening, when the seniors are ready to head home, a different band goes on stage, and the place fills with a much younger crowd. Likely another group of “regulars.”
So here’s this little, non-descript establishment, packed with an older crowd early in the evening (when it would be difficult to bring a younger crowd in) and then packed with a younger crowd later in the evening (when the seniors are heading home). The owner/manger is brilliant!
And not only that, but they’re all “regulars.” Chances are the business spends very little on advertising, and they offer great service!
The second experience that hit home for me occurred on the Sunday morning. We were locked out of our rental vehicle. When we phoned the rental company, we went directly to voice mail. It was Sunday morning. We were stuck. CAA came and went, and couldn’t help. We eventually had to smash a window to get into the vehicle!
So, here’s this rental company, thinking that they have provided a great service. The owner/manager was likely having a nice Sunday morning at home, with no idea that his “service” was failing miserably!
So, at Parmasters Waterloo Region, clearly we are providing a service to everyone within the center at any particular time. But, in the minds of our patrons, are we also providing a service when they’re out on the golf course? Especially if they’ve taken our Straight-Line Golf™ lessons. Is it enough for us to deliver results while our patrons are within the center? Will they expect us to deliver results when they’re not in the center?
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