Lou Cartier (Courtesy/Lou Cartier)
With fall officially here, cooler air, and better “sleep time” fueling creativity, I am struck again by the constructive interplay between city and dress in this community. The evidence abounds among learners and coaches, clients and providers, owners and investors.
After more than 15 years in the classroom and decades of telling stories, exploring potential, and inviting stakeholders into my world, I am grateful for the shared expectations and trusted models of respectful, ethical, and honorable behavior on work place.
Consider the resonance of a recent academic mission with the good example of two iconic Greeley companies poised to close familiar chapters and embark on new paths.
First, my students, who were asked “the most significant era in business history” for their family, began with a cross-cultural migration from farm to city (industrial revolution). A few identified with their instructor’s family friendships with Thomas Edison, Henry Ford, and the manufacturing breakthroughs of the “entrepreneurial” and “manufacturing” eras.
Still others faced the ubiquitous purchasing power of GIs returning from Europe and the Pacific (1945-46), which sparked the era of “marketing.” Most recognized the transition from “mere” marketing of goods and services to customer loyalty – today’s era of “relationships”.
A sample of their online chat:
From the manufacturing sector: “Because our industry is very dangerous, there must be constant communication about our safety procedures and action plans…when our employees take care of long-standing suppliers, they take care of us. »
From retail: “As a cashier, I have seen first-hand that being polite, helpful, and knowledgeable about the product you are selling keeps people coming back to the “helpful hardware people.” Having a personal relationship with customers and building their trust makes us the obvious choice for where to shop and who to recommend.
On Hospitality: “The culture I’m building, teaching a new leadership team to interact with our customers instead of hiding in the office, is based on community and rebuilding our brand (after setbacks. ) With sales still rebounding post-pandemic, we need to reach out (consistently) and make our customers feel welcome.
The practical benefits of going the extra mile to make your customers feel valued are easy to understand for me, from sustained patronage and growing brand awareness to reduced costs of acquiring new customers. We can calculate the return on investment.
But there’s more to the equation. In this city, elected officials and civic benefactors respect positive thinkers who open a business, build capacity, hire and train competent people, authentically value their customers, and provide a great product at a fair price.
These people tend to do the right thing, even when the pressure is on. I am proud to recognize two – soon to shrink their Greeley footprint – that have enriched my personal and professional life:
Alec and Jimmy Bostianos, the Ranch
• Think Cheers, where everyone knows your name. You’ll recognize cowboys, farmers, ranchers, small business owners, retirees and local celebrities. Kindness, compassion, good food and service… accompanied by Greek music and jokes in the background.
• Alec (Alexandria) calls my wife “mom,” sensing her mood for a “regular” breakfast or something more adventurous. Jimmy, who started cooking at age 15, responds to a compliment with an unsolicited takeout container of soup. Spiros, son of high school wrestling, when he’s not restoring his car, is always patient with my hesitations, makes sure the coffee is steaming and keeps coming.
• Selling their 6th Street business after 19 years, leaving a legacy of family responsibility, getting up in the early hours and braving the elements, accidents and road repairs without complaint. “Don’t ask me what I’m going to do next.” Tired but grateful, they will realize it.
Odie and Mary Roberts, Lincoln Emporium
• Downtown pillars, their opinions are sought on parking, safety, code enforcement and public investments throughout the city. Active with me on the Greeley Chamber, recently retired from the library board, Mary supports local schools and new businesses by donating time and talent.
• Odie, the gentle, wise-cracking “general manager,” developer of young talent (social media, inventory tracking, point-of-sale technology), relies on trusted friends to help him monitor buyers’ needs and wants . Offer free help with home delivery – or a Christmas gift for your partner.
• After 15 years in the salt mine, you would expect them to slow down. While their decision to close Sundays and Mondays has helped, the physical and emotional toll prompts a rethink of the whole situation. “Building for sale” was a big step. Stay tuned and enjoy their friendship while you can.
As one student nicely puts it, the “circle of loyalty” that connects these companies to their loyal customers is palpable, a mark of long-term success. For these pillars of Greeley and others of their ilk: thank you very much.
— Cartier teaches at Aims Community College, focusing on the legal and ethical challenges facing business leaders and the practical “soft skills” that underpin their people’s success. A member of the assistant professorial committee, he contributes to organizational development across the college. The views and opinions herein are solely those of the author and do not necessarily reflect those of Aims.
