posted
With all the talk about Franchises(Sign & otherwise) in Cheryl's post, it reminds me of why we treat our customers the way we do and why I tend to frequent other Mom & Pop Businesses.
SERVICE SERVICE SERVICE(and with a smile)
Give the customer what they want. Some want a simple sign with 'red helvetica' lettering, its all they want/need for whatever reason and its what they get and they get charged according and treated no better or worse than anyone else.
Some customers come in and are looking more for image and have no qualms about paying a fair price for it.
My favorite customers are my long term ones who call, dont ask 'how much?', give me a basic idea of what they want and never ask for a proof, because "You know what I like and I trust your judgement" These are the orders that leave me with a smile all day.
WHY I FREQUENT OTHER MOM AND POP BIZ
My Favorite Hardware Store relationship started when I bought my first house and was hooking up my Washer that I had moved from the house were renting. A little rubber washer from the hose was gone. I walked over to the little corner hardware with my hose. The owner opened up a package of washers and sold me one little rubber washer. Lets see someone at the big orange do that. 10 yrs later, I still go out of my way to do business with them.
On the same token, my favorite bookstore is a little mom and pop operation as well. Its a quaint little operation with a wide range of books from the best sellers to off the wall stuff. I love going in there because they know me by name and it almost seems like I'm visiting an old friend when I go in.
I know this was longwinded and it could have been longer, but I guess what I'm saying is take time to realize just WHY us Mom and Pop shops wont go away, maybe share some of your experiences of how you we treated at favorite establishments, and we can all learn from them.
posted
I'm with you, Jacki...... because, I remember when I was the little man, struggling to make it. And, now, I look at others in the same spot and will spend the extra dollar locally if and when I can. This time 10 years ago I grossed about $12,000.00 a year. This year, I will gross much, much more than that. And, I will go out of my way to support the Mom and Pop stores because they need my dollars more than the Big Orange. Also, when it comes to helping other artisans that are starting out the same way I did, I will not hesitate to lend a hand. Either financially or otherwise.
[ May 27, 2002, 08:48 AM: Message edited by: John Smith ]
-------------------- John Smith Kings Bay Signs (Retired) Kissimmee, Florida Posts: 817 | From: Central Florida - The Sunshine State | Registered: Jan 2000
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posted
I enjoy supporting the mom and pop shops too! I sometimes wonder though, if those that get disgruntled about those instant sign franchises eat food from McDonalds and the instant food franchises? Some of us endeavor to be somewhat consistant with our values.
-------------------- The SignShop Mendocino, California
Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity. — Charles Mingus Posts: 6718 | From: Mendocino, CA. USA | Registered: Nov 1998
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I enjoy the mom & pop stores, That is where the character is. I enjoy my local diner instead of the fast food joints. I enjoy my local Hardware store instead of Home Depot.
I would even support my local department store if we had one but we don't. They are extremely missed by all but bailed ship when the rumor of wallmart came about.
They should have stayed.
-------------------- Bob Rochon Creative Signworks Millbury, MA 508-865-7330
"Life is Like an Echo, what you put out, comes back to you." Posts: 5149 | From: Millbury, Mass. U.S. | Registered: Nov 1998
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Mr. Rick Sacks I stand up and give you a standing ovation!!
Very simple words, very important message. Well said, Thank You very much! Something I have wondered about over the last few years when reading what some people type out here and say at Letterhead meets and Walldog events. It’s OK for me to “screw” you, but don’t you dare “screw” me. Thanks again for your reply, well stated.
-------------------- Bob Gilliland InKnowVative Communications Harrisburg PA, USA
"The U.S. Constitution doesn't guarantee happiness, only the pursuit of it. You have to catch up with it yourself." Benjamin Franklin Posts: 642 | From: Harrisburg, PA, USA | Registered: Nov 1998
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I love going to the Mom and Pop hardware and diners too. I have used the same paint store since I started my business. One day long ago I had a hand full of paint, matt board and art supplies and the store was packed with customers. The owner of the paint store said 'just write down what you have and come back and pay me later'. I thought HOW NICE! I used the same lumber store all these years until they had to close due to all the home depot and other hardware stores. I did find another mom and pop lumber yard and they are just as nice. As far as the fast food joints. (gag) I do go there because sometimes I am broke due to the fact that the fricking sign franchises have underbid me! just kidding. simma down na
Posts: 3729 | From: Seattle | Registered: Sep 1999
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My family has owned pizza stores since 1976. One time we had three expensive cars pull up in front of one of our stores. Several people in suits got out and came in. One of them asked to speak to the owner so my mother went to talk to them (she can be mean as a snake). They informed her that they were from so-and-so pizza franchise that had a couple of hundred stores and would give her $10,000 right then for the restaraunt (it did over $100,00 a year gross )and location (which was on the 2nd busiest intersection in town) or else they would move in up the street and we couldn't compete with them because they were a "professionally run outfit with deep pockets". After a few cuss words from mean old ma' they left stunned. They finally came to our town, 5 years later. Guess it took them that long to come up with a good strategy aginst my mean old mama. I hate franchised anything.
-------------------- John Thompson JTT Graphics "The big guy with a little sign shop!" Royston/Hartwell Georgia jtt101@hotmail.com Posts: 626 | From: Royston Georgia | Registered: Feb 2002
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Wow, and then Rick Sacks says... "Some of us endeavor to be somewhat consistant with our values". Personally, I will try harder to adhere to this statement. Thank you, Rick !!!!
[ May 27, 2002, 02:54 PM: Message edited by: John Smith ]
-------------------- John Smith Kings Bay Signs (Retired) Kissimmee, Florida Posts: 817 | From: Central Florida - The Sunshine State | Registered: Jan 2000
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posted
Yep, I buy all of my sign supplies from one store. They give great service, don't hassle over payment (TOO MUCH) and answer even the simplest of stupid questions from yours truly with a smile. Stand up Merv, and take a bow...
-------------------- Lee Attewell Graffic Jam Auto Unit 3, 1731 Albany Highway, Kenwick Western Australia 6108 Posts: 102 | From: PERTH WESTERN AUSTRALIA | Registered: Oct 2001
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My wife and I try hard to first give our business to the local small business people. Heck, we make our living from them. We all know that is hard in some things, but the small hardware, paint, and restaurants etc. get our business first. I even frequent a small store called Sam's from time to time. Boy is he doing well.
I guess we are a Mom and Pop operation, just don't call me Pop.
-------------------- Wright Signs Wyandotte, Michigan Posts: 2785 | From: Wyandotte, MI USA | Registered: Jan 1999
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I've always tried to be loyal where I shop. I find a place where I'm comfortable, where they handle the stuff I need.
Then I stick with them. When I need gas I go to Bal's. My plywood is picked up at Dave's. Concrete supplies are from Al. Paint is always from the local store. And so on. They know my name too and not just by reading my charge card.
I like to go in to all these local stores. When I walk in the door I get the same good price every time. I never have to haggle. I don't have to check my bill at the end of the month. I trust them.
When I pass them on the street I wave at them and they wave back.
It's called relationships. And trust. This is the world I choose to live in.
It's easier in a small town but it can happen in a city if you work at it.
Sometimes I see these same folks at my place of business too. (but that's not required.)
-dan
[ May 31, 2002, 11:16 AM: Message edited by: Dan Sawatzky ]
-------------------- Dan Sawatzky Imagination Corporation Yarrow, British Columbia dan@imaginationcorporation.com http://www.imaginationcorporation.com
Being a grampa is one of the the most wonderful things in the world!!! Posts: 8738 | From: Yarrow, B.C. Canada | Registered: Nov 1998
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posted
This is a good topic. I Love most Mom and Pop operations as well (Rapid Tac Inc. is still completely family owned and down to earth as well) But I don't automatically hate Franchises.
I've seen the good and the bad, but then again, I've also seen plenty of good and bad mom and pop business as well. I think the key is the people behind the counter/desk no matter if it is a franchise or mom and pop operation.
If some of you are interested in an amazing success story in business you should look into Les Schwab Tire Centers in the Northwest. Les Schwab started a small mom and pop tire business in Prineville Oregon in the 50's and is today the Largest chain of tire service dealers in the Northwest United States. The amazing thing about it is the business is based on amazing service. They don't attempt to underbid prices, (in fact are many times the most expensive in town) but the service they give is phenominal. You drive in, get greeted at your car by a friendly employee, get honest help with what you need.. ( they have never tried to pressure me into anything I didn't want, and they don't play games) then the guys literally RUN to get your tires changed as fast and proffessionally as they can. It's like having an Indy 500 pit crew working on your car. All 4 tires changed, balanced, washed and back on your car in 20 minutes! I'm very very impressed. The employees are all clean cut, friendly, know what they are talking about.. shirts tucked in.. etc.. It just gives you a good feeling about who is working on your vehicle. They fix your flats for free ( even if you bought your tires somewhere else) and do all of this with a smile on their faces.
Les wrote a book about his business success, and I still have it somewhere, but let me tell you.. it's worth a look. Just proof that you don't have to be greedy, and hose your competitors to succeed in business.. the key is superior work, superior service, and charging what is fair, and never being ashamed to ask for the sale!
Has anyone else in the PNW dealt with this company?
posted
Jeff you are so right about Les Schwab Tires. I bought my rims and tires there recently. I checked around to at least 5 other shops. NONE gave the service Les did. And they did come out and greet you before you shut your car off (so they could pull it in without having to re-start) Very impressive service. They also called as soon as the rims were in and told me how great they were looking sitting there and how much greater they were going to look on my car.
Posts: 3729 | From: Seattle | Registered: Sep 1999
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My alltime favorite place for burgers was a little mom and pop joint. The burgers were thick with healthy goodies, and totally homemade. The fries tasted unbelievable, so fresh!
They folded due to lack of biz. What a shame. I miss that place everytime I drive past the still empty building.
I too support mom and pop shops, however I'll go to a francise if their product is good. A Tim Horton's coffee addict here.
posted
WE GOT HOME DEPOT, WALMART, KMART, COSTCO, ETC., ETC., BUT EVERYBODY I KNOW GOES TO THE TRUE VALUE STORE....PRICES ARE HIGHER, BUT THE SERVICE IS EXTRAORDINARY! EACH CLERK (ALL 'RETIRED' GUYS AND GALS) KNOW EVERYTHING ABOUT EVERYTHING IN THE STORE! PLUS, THEY HAVE A RENTAL DEPT, THAT YOU WON;T BELIEVE! THAT STORE IS SO GOOD, IT DEFIES EXPLANATION. IT'S RUN LIKE A MOM & POP!
Mr. Rick Sacks I stand up and give you a standing ovation!! 
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