“Oh Well…”
I went into my local, always busy Apple store the other day specifically to get a bottle of my favorite screen and device cleaner; I Klear.  I could not find it, so I asked one of the employees where it is, and she went to look for it, but, like me she could not find it either. In the place where it was normally, there was a new supply of Bausch & Lomb lens cleaner. I told her that I am partial to the iKlear, so she offered to go in the back and find out where it is. When she returned she was a bit embarrassed to tell me that Apple is not carrying it in their stores any longer. She seemed as shocked by this as I was, since it is a product designed especially for cleaning and polishing Apple products.. I passed on the Bausch & Lomb alternative and came home empty-handed. Knowing that I was going to be on Maui for a couple of days I decided to wait until I got back, and and see if I could find it in one of the other Apple Stores here in Hawaii.

“Aha!”
But just before heading off to the airport I decided to take a quick look on Amazon.com to see if by chance they were selling the iKlear there. Well, they had a great supply, at a good price with free shipping, so I ordered some and went off to Maui.

“What’s This?”
When I arrived back at my office after a brief two day journey to Maui, I saw a package on my desk and quite honestly had no idea what it was. I had completely forgotten ordering the iKlear from Amazon.

“WOW”
So when I opened the package and found the iKlear inside, all I could think was, “Wow what service!” Perhaps not so coincidentally I had just had lunch on Maui with Jerry Kohl, the president of Brighton Collectibles, and much of our discussion revolved around Amazon.com and how independent retailers need to step up the way they do business in order to compete with Amazon. Jerry shared the amazing facts with me that Amazon last year had $68 Billion in sales with a loss of $300 Million. When I looked shocked, he said, “And they don’t care, because they are out to put all of the small retailers out of business, at which point they can then do whatever they want.”

“Aloha”
While I have no doubt that some if not many retailers will eventually crumble in the face of this charging giant. But then again that’s what people said when Walmart, Costco, Best Buy and other “Big Box” retailers came along. Personally I have faith in the small independent retailers, and know that the good ones will find a way to become even better as a result of this competition. The weaker ones will go away, perhaps just a little sooner than they ultimately would otherwise, putting them out of their misery. A friend of mine refers to things like this as the “Exterminating Angel.”

As nice as it was to have the iKlear package sitting on my desk when I got home, I quite honestly would have rather bought it while I was in the Apple Store. I know that there will always be plenty of people who enjoy the shopping experience and like to feel and touch the things they are considering buying. As Amazon.com is flourishing, I continue to see crowded parking lots at the malls, stores full of customers and shoppers strolling through the mall carrying their bags.. What a great time this is!

Anything for the Customer

I stopped at the Le Jardin Smoothie shop at the Hyatt Waikiki to check my e-mail following a presentation nearby.
Le Jardin owner Ellen Poon whipped up a great fresh vegetable juice drink. It was delicious. She asked me if I would like to have something to eat, and I told her that I would be going out to dinner soon. She said, “How about a piece of toast (on the house) to hold you over until dinner?” When I said, “Okay,” she asked, “White or whole wheat?” I asked for the whole wheat.
A moment later she returned saying, “We are out of whole wheat.” I told her that I really didn’t really need it, and she said, “Okay, I’ll give you a rain check.” A few minutes later Ellen appeared with two nice pieces of whole wheat toast, and said, “This bread is about as fresh as you can get.” I was shocked. She actually sent someone running to get some whole wheat bread to fulfill her commitment to me.
Well, guess where I will be grabbing smoothies, juices and sandwiches from now on when I am in Waikiki. Service Sells! Stop by and meet Ellen; you will be glad you did.

Even if it is DIRTY!

I often ask groups of people, “When you see a penny on the ground do you always pick it up?” Several people do not raise their hands. I then ask, “What if it’s a nickel?” The same hands stay down. I ask “What about a quarter?” and most hands will go up. “A hundred dollar bill?” They all go up with a cheer. When I spotted this particular penny on a dirty sidewalk in Chinatown, I stopped  and picked it up. The universe sees it as “money” regardless if it’s a penny, nickel, dime, quarter or hundred dollar bill. To walk past a penny is saying to the universe, “I don’t care about money.” The universe responds by not sending you as much of it.

It’s all the Same

I never spend the penny, but I DO pick it up; it goes into a jar where I have always had someone (son or wife) willing to let them accumulate and then take them out, roll them up and take them to the bank. Once I pick the penny up I have done my part. I have said to the universe, “I value money and will not walk past it.” The universe has always responded with a steady flow of money. It’s called “The Law of Attraction.”

Big Bump
While flying from Maui to Oahu on Monday we hit a huge air pocket. For the first time I really appreciated having a seat belt on. Everything not tied down went airborne, including my precious MacBook Air. It did a flip and landed on my lap.  All seemed to be okay, so I just kept on working.
When I got to my office I noticed this damaged hinge and I felt sick to my stomach. I sent the photo above to Rolf (Da MacMan) at MacMouse.com. Rolf e-mailed back saying that they can fix it, and it may take a week or so.
Coincidentally I had just received an announcement from Apple that there was an all new MacBook Air just released.

Do It Now!
Not being one known for patience I went to the Apple Store and bought a brand new MacBook Air; lighter, faster, sharper screen, more ports and about $700 less than the one I bought two years ago.

Data Migration
Next was getting all of the data into the new computer. This part is way over my head; actually a bit scary in fact, so I went straight to MacMouse.com to see Rolf.

Early Christmas
As Rolf unpacked my new computer it felt like Christmas morning.

MacMouse Staff
As Rolf did his magic, the staff at MacMouse.com watched on as though this was something they had seen before.

Migration
It was amazing to see the data flowing from the damaged MacBook Air into the new one while we watched the World Series.

DONE!
By the time the game was over the migration was complete and everything looked and worked exactly as it did on the “old” computer.

Should I, or Shouldn’t I?
Next is deciding what to do with this $2,400 computer which works perfectly, but has a deformed hinge. My temptation was to trash it, but instead Rolf and company are going to repair it and Masae will get another hand-me-down electronic goodie to go along with the iPhone 3G she inherited when I got the iPhone 4. All is well.
If you ever need anything done with your Mac, or are just ready to go Mac; call Rolf at MacMouse.com. He’s the best.

Security & Sound Systems
Erika Engle reported in her Friday Honolulu Star Bulletin article that Security & Sound Systems is the first Hawaii business to win a national Retailer of the Year award from Mobile Electronics Magazine. President Kent Izuka said that he was among the magazine’s top 12 installers in 2005.

Special Delivery
Some of you may recall this Blog story on Valentine’s Day when I delivered a Retail Selling Made Easy audio book to Kent via limo. When I saw the Star Bulletin story yesterday, I called Kent and congratulated him. Today I went to see his business.

20 Year History
Kent started out as an installer while in high school, getting paid for doing what he loved doing. Seven years later he took over the company. He is still doing what he loves doing, but now he has four employees to help with the installations. When you find something you love to do, you never “work” a day in your life.

$700 Sale
I had the opportunity to listen in as Kent helped this customer get just the right car alarm, and then add on the hood alarm and rear direction camera. The service is as good as his selling skill. He was able to assure her that they would have her car ready for her when she returns from a walk around the block to get some lunch. I witnessed several happy customers while I was in there, and those that know me know that I am not that easily impressed.

Years of Awards
There were almost as many trophies and awards on display as there was merchandise. These awards amount to a testament of good business, good merchandise and good service. They have obviously done a great job over the years and I found Kent to be open to new ideas and desirous of going to an even higher level. There’s no complacency here.

Lots to Sell
Kent stayed busy selling the entire time that I was in the store. The sound systems, cameras, security devices all make for a “candy store” for the auto enthusiast, and we have no shortage of those in Hawaii.
Congratulations Kent, I am looking forward to meeting with you (away from the store) to share more thoughts and ideas for your expanded success.

“Get Off This Plane!”

When I first read about the woman being denied access to a seat on a Southwest Airlines flight, I really wanted to see that outfit. The (male) flight attendant told her that she was dressed too inappropriately to board the flight.

Having now seen this photograph of her in that “skimpy” outfit, my thought was that Southwest had better not even think of trying to operate in Hawaii.

I’m all for employee dress codes and uniforms to be sure that all employees represent the firm in the way it wants, but when it comes to the customer, I think those rights end. I cannot help but think that this was the “personal opinion” of the flight attendant, and not the policy of the airline.

The truly shocking thing was the lack of an apology from Southwest. I have a few Southwest flights scheduled this month in Texas. I hope the service will be better than their judgment and diplomacy.

For a close up look at this outrageous outfit, click on the photo and then click on your back button to return to the blog.

THE MIGHTY MO

Missouri was decommissioned a final time on 31 March 1992, having received a total of eleven battle stars for service in World War II, Korea, and the Persian Gulf. In 1998 she was donated to the Missouri Memorial Association, and is presently a museum ship at Pearl Harbor, Hawaii.
I went to the Battleship Missouri today and met with Vice President Paul Dyson along with his managers for The Ship’s Store, Victory.

I am proud to announce that they are our newest Morning Report customer and 15 copies of Retail Selling Made Easy are on their way to the ship.

For a closer look at me along side of the ship click on the picture and then click on your back button to return to the blog.

Best Retailer of the Year 2007

The Hearts on Fire Diamond Company held their 2007 Hearts on Fire University this past week in Las Vegas. At that event they name “Best Regional” and “Best National Retailers” of the year out of a field of 570 stores.

This year Moyer Fine Jewelers in Indianapolis, Indiana won both the Regional Mid-West and Retailer of the Year awards.
Congratulations to owner Dan Moyer, sales manager Kerry Phillips, and the entire staff at Moyer Fine Jewelers.

Success Dynamics is proud to list Moyer Fine Jewelers as a client. As a part of their Morning Report we recognize the sales associates in their store for their sales of Hearts on Fire Diamonds.

We also track Hearts on Fire sales for James and Sons in Chicago. They were named “Best Mid-West Retailer” at the 2006 convention.

Other Success Dynamics clients tracking Hearts on Fire sales are:
The Wedding Ring Shop, Naser Jewelers, Pave Fine Jewelry, Wesche Fine Jewelers, and Southborough Jewelers.

Private Party

I was on hand Friday evening to congratulate Paul Clayton on his new Skin Industries store in the in the Windward Mall. This is Paul’s second store, and our newest Morning Report client.
The “Private Party” was… well “Private”
The store opened to the public on Saturday morning.

Click on the photos to enlarge, and then click on your back button to return to the blog.