Marketing Lessons from the Mall

Sunday afternoon, my daughter Mary Claire came to me with a broken pair of glasses. Apparently her three-year-old brother had mistaken them for a chair, with the result that the earpiece had broken off the frame.

I drove over to LensCrafters, where we had bought the glasses, confident that they could solder the earpiece back to the frame and that would be that. But the clerk at LensCrafters said no, it wasn’t something they could do. She suggested I try a place called “Fix-It-Quick,” which occupied a kiosk at the nearby Eastgate Mall. If “Fix-It-Quick” couldn’t fix it, I could replace the entire frame (if they still sold that style) or I could replace the glasses entirely. Read more…

What Business Do You Want to Be In?

You would think that it’s pretty hard to open a business without knowing what business you’re in. It’s easy to imagine what the race looks like when you’re just heading out the gate. But what happens down the road when things like technology, the economy, or consumer demands change? What happens when you change, and get tired of the business you’re in?

April 15 has come and gone, and we’re bidding farewell to another tax season. For some of you, it’s no big deal. For others, it’s a time of great relief, like finishing a marathon. Read more…

The $500,000 Man

There are certain times of year when you just don’t expect people to be available. Take Santa Claus, for example. The week before Christmas, he’s busy. Don’t expect him to return your calls or emails.

For most of us, this is that time of year. But even the busiest tax season can be full of success stories. So here are some comments from the last few Wednesday Marketing and Management Calls. Remember, success stories are never off-topic! Read more…

Try This!

The weekend before last, I went to New York for the Explorers Club Annual dinner, a black-tie gala for 1300 people hosted in Ellis Island’s original visitor center. It was a spectacular event, in a spectacular venue, and a great opportunity to learn more about the Explorers Club itself, which sponsors explorations and scientific ventures literally from the North Pole to the South Pole. In fact, this year’s award winner, Sir Ranulph Fiennes, was the first man to cross both poles by surface means. (I find it strangely comforting to know that there are still feats of exploration like that to be completed!)

Dinner itself was a basic banquet dinner, short ribs and potatoes. But the Club prides itself on offering adventurous appetizer fare, and I was looking forward to the “exotics.” Read more…