August 2008

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Pick your poison…then cash in

by Cinda Baxter on August 31, 2008

in Economy, Retail

Some of the best advice I’ve ever received came from my friend Al Fahden several years ago, as I was bemoaning the fact a (smarmy) discounter had relocated to a store across the street from mine. He reminded me that retailers make a choice to be one-—at most, two-—of three things: a price leader, a product leader, or a service leader. You can’t be all three at once. Just isn’t possible.

He was right. I opted for product and service, then kicked butt against the price princess less than 250 feet away. Sweet.

I’m reminded of that often, as retailers struggle with how to approach the flagging economy. Al’s advice stands true today-—pick one or two and go for it. Apparently, Virgin Atlantic’s CEO, Steve Ridgeway, is of the same ilk, believing that if you offer quality product and great service, customers will come.

Well folks, the proof is in the pudding…or the profit, as is the case here. VA’s annual revenue is up a whopping 38% among airline competitors that appear to be racing to the bottom of the pile as fast as they can, slashing everything but the toilet lids along the way (just wait…they’re next).

And to what does the wise Mr. Ridgeway attribute this growth? Instead of trying to make money by cutting out everything but the bare necessities, he reminds us:

…the winners will be those airlines that focus on offering the best customer service. We have … focused on providing the best product in Upper Class, Premium Economy and Economy….

Granted, it’s not as simple as “If you build it, they will come;” you still have to market the heck out of your product, then provide seriously great service. But pull that off and you’ve got a fighting chance at making some money.

And that, my friends, is true for retailers. Great product is vital, but more than that, service, service, service is the key. Customers are frustrated by the economy. By the election. By the stuff that just pulls them down. Give them a safe haven where they can hang out, laugh a bit, and feel like they’re the most important person in the room, and you’ve got a winner.

A little hospitality never meant more.

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Why I’m hiding in the house

by Cinda Baxter on August 31, 2008

in Local events, politics

Returning home from my consulting trip in Alabama, I found this at the entry to baggage claim in the Minneapolis airport.

Pretty much sums up why I’m spending the week planted on my back deck. Having a few thousand wound up politicos swarm into town for a multi-day cheerfest is more than enough incentive to find anything-—anything-—to do that doesn’t require crossing my property line.

Make no mistake-—I haven’t skipped voting in an election since my eighteenth birthday; simply don’t feel the need to witness this circus act first hand. Besides, a few of us are still a bit miffed about the molasses-slow pace federal funding is taking for reconstruction of the fallen I-35 bridge. President Bush stood at the river’s edge and assured us there would be no delays…. Who knew a full year later we’d still be waiting while his party’s Big Party rolled into town?

Could be an interesting week. Especially if Governor Pawlenty gets the nod for V.P. (Edit: He didn’t get the nod, although he-—and most everyone else on the planet-—is wondering why Palin did.)

Nonetheless…won’t get me past my front yard. At least not until Friday.

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Sit down and Stand Up

by Cinda Baxter on August 29, 2008

in Culture, Life

I’m going to ask you to do something simple. Sit down, then stand up…as in Stand Up To Cancer, a campaign being run simultaneously on ABC, CBS, and NBC at 7:00 p.m. Central time next Friday night (September 5th). The three major networks are donating an hour for a sky’s worth of luminaries to demonstrate that coming together can make change. And “change” is all you need; even those unable to afford a significant contribution can help out by launching stars honoring loved ones for the bargain basement price of $1.00 each.

The lineup of actors, musicians, media folks, and artists participating is mind blowing. It promises to be one heck of an evening.

One of every three women will be diagnosed with cancer. Half of all men will be too. My dad’s been there. I’ve been there. Too many people I love have been there. Do you really want to go there too, or hedge your bet by supporting further research? We’re on the edge of so much good…every little noodge makes a difference.

So sit down, Stand Up, and let’s do something good.

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Weddings Etc.

by Cinda Baxter on August 28, 2008

in Independent Retailers, Retail, Travel

If you’re in the Homewood neighborhood of Birmingham, Alabama, pop into Weddings Etc. on 18th Street. Owner Melissa Hill has created a smart, chic, retail boutique built on great product and even greater customer service. She knows her stuff, and is happy to share the wisdom. In my humble opinion, this is a retailer to watch, folks; she’s got big things ahead of her.

After you enjoy the store, take a stroll down to Zoe’s Kitchen for a glass of (addictive) limeaid made from fresh lime juice and cane sugar, with an order of chicken salad. You’ll think you’ve died and gone to heaven…

…until you bite into the requisite chocolate cake, at which you’ll realize heaven is located in Homewood.

You’ll thank me for this. Your bathroom scale, however…well…that’s your problem.

Photo: Melissa and her trusty manager, Meghan Ratliff

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Pin Head

by Cinda Baxter on August 21, 2008

in Culture, Olympics

‘Nuff said.

For the full story, click here.

Photo credit: Reuters Pictures

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I need this (NYIGF edition)

by Cinda Baxter on August 21, 2008

in Market, Need This, NYIGF

Of the numerous companies making drop-in organizers for briefcases and bags, this one makes the most sense. Pouchees have more structure than the simple wrap around strips, are equally light weight, and have more functional pockets/slots that actually fit things-—when it comes to cell phones, pens, lipstick, tissue, credit cards, etc., one size certainly does not fit all.

Each Pouchee has light weight hoop handles that make pulling one out of your bag a snap, unlike the wrap around styles that require two hands; also, the squared shape tucks nicely into the corners of totes and briefcases, using every inch of usable space. I can easily see women swapping these from bag to desk drawer then back to bag on a daily basis.

If you order,go for the lighter weight fabric styles; the leather Pouchees weigh more and, frankly, don’t have the color intensity I’d prefer. Bright colors will be easiest to find in the dark depths of even the deepest tote.

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I want this (NYIGF 8/08 edition)

by Cinda Baxter on August 19, 2008

in Market, New York, NYIGF, Want It

It might sound nuts, but Tod Young has figured out how to turn color into fragrance. Seriously. This works, folks.

With a background in interior design, he’s created the Palettes Collection, a series of six “aromatic tones” that tie to color groupings found in beautiful home environments. They’re not simple one-noters; these are complex, rich combinations that ring true to their namesakes.

I told you this would sound nuts. You’re going to have to trust me. This works. In fact, it works so well, there’s a patent pending on the concept.

Nuts and bolts:
Soy based candles, 80-hour burn time…room sprays that tie in, with elegance. Great packaging, great story. The company V.P. is from the advertising and marketing world, so Palettes will be a solid partner for stores into product promotion. Word of warning, though-—the buy-in is significant, so this isn’t for the faint of heart.

I want one of the Gray suites (candle and room spray) the way I “want” dark chocolate on a regular basis, so someone please pick up the line and call me. Soon.

RetailSpeaks members, keep your eyes out for an in-depth interview with Todd this autumn as part of our new Profiles series.

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The Big Show

by Cinda Baxter on August 18, 2008

in Markets, New York, NYIGF, Rumors

Admittedly, there’s a sense of relief that comes with the last major gift show of the season. If there’s a line I haven’t seen yet, God only knows what it would be.

Those of you who keep up with these postings know that the (absurd, ridiculous, over-the-top, unsubstantiated) rumors about Atlanta got under my skin pretty good. Sure, the economy stinks, and sure, we’re all feeling it, but is blowing the thing into Chicken Little proportions really the best way to turn things around?

Sorry. You’ve already seen my original rant and follow up. Back to New York…

Lo and behold, retailers haven’t checked out as reported by the naysayers. They attended NYIGF in solid, order-writing numbers, oblivious to the nonsense floating around in uninformed circles. The world is not ending. Storefronts have not vaporized. Retailers are not cowards, curled into little fetal position balls under their desks.

And they aren’t numbskulls. They still planned shorter trips to save on expenses and get back to work-—just like in Atlanta. Vendors I spoke to (and there were a lot of them) felt positive about things, and were a whole lot more realistic about translating foot traffic into turnout.

Atlanta was great. New York was great. Dallas held their own, and Chicago was The Little Engine That Could, as evidenced by their strong seminar attendance. I’m calling this summer show season a winner folks.

Don’t even think about arguing this, or I’ll have to get the soapbox out again.

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