PUTTING THE PASSION BACK INTO OUR BUSINESS
By Peter Green
A couple of months ago I wrote to a local organization, one that I won’t name, and shared that I was interested in meeting to discuss some projects upcoming. I wasn’t selling anything, I wasn’t looking for any financial support – I needed to learn more about what they are doing and how we can link to their programs with the groups that are now asking us “so what’s new in Niagara USA?”. I wrote, then two weeks later wrote again. That was two months ago and still no reply. Nearly 3 weeks ago I met someone at a Regional Meeting and told that person I’d email them later that day to set up a meeting. I did just that. Nearly 3 weeks has gone by. Sound like something you’ve experienced? No surprise there.
As Niagara “Rises”, our rising needs to be fuelled by passion. Passion helps generate energy and excitement. We should be excited – we’re Niagara USA. I don’t care if we sell Dry Cleaning, Plumbing Fixtures, serve on a PTA Committee or operate a Tour Company – we are Niagara USA! We are part of one of the world’s most recognizable names and destinations. No matter who and what we are, we aren’t just near Niagara Falls, we’re part of it! Most business leaders will tell you that communication – energetic communication – is vital to building your business. I can’t tell you how many times I’ve chosen a supplier or caterer because they got back to me quickly. I don’t necessarily make price my bottom line, I look for things like my desire to work with that entity and their desire to trust my company. In my company’s case, we find that our clients are often choosing us over other suppliers – not on price, but on their desire to work with my company. We want their business. We don’t always do it right, but we are trying to hustle at every opportunity. The most important “do”, in our Company Manual, is to return calls and connect with people. If someone takes the time to make an enquiry – for business, advertising, employment or whatever – we’ll take the time to connect. It’s the first step to building trust.
Nothing causes me to roll my eyes more than the excuse that “we’re so busy”. Yes, we’re all busy. Every one of us is busy and our time is precious. However, we need to think globally and act regionally. In Tourism, for example, Niagara USA is competing with other destinations. Equally a dry cleaner or pizzeria or funeral home is competing for the business that’s out there. American industry competes with industry from many different nations. If we’re busy, then we need to better manage our time. Can’t get back with a quote or information to someone who called you? Call and tell them you’re engaged and working on a project – quickly determine your client’s deadlines and needs and get back to them when there’s time. Or have someone in your organization get back to them. That shows you want their business, and that you respect their time. Hey – they’re probably just as busy as you are, but they took the time to call or write and ask for a quote or some information. They’ll understand if you can’t prepare a detailed quotation in 2 hours, as long as they are reasonably confident that you can do it and will in a reasonable timeframe.
Why did I get onto this topic? Those examples I gave at the beginning are common occurrences. I could also give you a list of local Attractions and Suppliers who blow me away with the speed and quality of their responses. I believe that one day, if Niagara has a Business Hall of Fame, many of these will be charter members! We need to look at who we are, and how we operate. Are we passionate about business? Are we using our energy, even when we’re tired, to connect and assure people that it’s not a waste of time to contact us? I often muse that the people who say “that’ll never work” (about my business, or some other business), aren’t answering my phone and emails. If they were, they’d have a very different perspective of what can happen here in Niagara.
Niagara is rising. Great things are happening. We all play a role in that. Every one of us. Start by answering the phone or responding to emails. And when you do? Smile. When you smile, it’s been proven that it has results. Living in Niagara USA should be reason enough to smile.
Peter Green is a Tour Guide and Founder of Encounter Niagara Tours (www.encounterniagara.com). Drop me an email – peter@encounterniagara.com
This article hits the nail on the head. There is such a tremedous amount of apathy that we need to overcome. People don’t realize that enthusiasm and optimism generates more of the same. On the one hand you can maintain the status quo in how you conduct your business dealings and look forward to the day you retire to a bland and uneventful life. OR — you can conduct your business with gusto and ‘can do’ and end up being able to look back and see that the little ripple of generosity and optomism you started generated a tidal wave of replicated effort. It really is the small things one can do that makes a collective difference in our community.
Passion is sadly missing in Niagara Falls… Hopefully more people will become involved with Niagara Rises and learn that little things make a difference too!