Weekend Wisdom

"Not to decide is to decide."

Harvey Cox, an American theologian and author

Profile :: Andrew Heuer

Andrew Heuer and I went to kindergarten together. Of course, he was "Andy" back then, and I was a natural blonde.

Andrew's parents were missionaries, so I would occasionally hear of his family through church and school. I thought of him often, as we all do with former classmates. Through the wonders of Facebook, we reconnected a few months ago and were able to catch up on each other's families and work. Andrew is launching a new business, Heuer Imaging & Productions; and he was gracious enough to answer a few questions for this blog.


Tami :: When and how did you first open your own business?
Andrew :: I started my business in February 2009 after completing twenty
years as a Navy photographer. I started to receive phone calls
requesting everything from weddings to an exercise DVD. I felt as if
this was the direction God was leading me and decided to take a leap
of faith and purchase some higher end video equipment.


Tami :: How did you decide what to name your business?
Andrew :: I originally wanted to go with CIA, Central Imaging Agency, but
decided that was a little corny. HIP, Heuer Imaging & Productions,
pretty much covers what we do. My company can do both still and video.
If it involves an image I can do it, from slide scanning to producing
corporate training videos.


Tami :: If you could travel back in time and speak with yourself as you
start your business, what is the most important peice of advice you
would give yourself?
Andrew :: Since it wasn't all that long ago I'm still learning from my
"mistakes". Right now I 'm not even sure if I've made any mistakes.
One thing I know is that I should have started a better way of
organizing business files before I started, not while in the midst of
it all. A good organization system, that about sums it up.


Tami :: What is the most influential book you have read on small
business?
Andrew :: I have read so many books over the years that it would be difficult
to pin down one. Time will tell what book had the most impact. I do
have a verse from the Bible that I have on my favorite coffee cup,
Joshua 1:9 "Be strong and courageous, do not be afraid, for the Lord
is with you..." Fear and doubt are a constant battle.


Tami :: It's 10:00 am on a Monday morning, what are you doing?
Andrew :: Monday is my "networking" day, so I'm usually out and about meeting
business owners and discovering their needs.


Tami :: It's 6:00 pm on a Friday evening; where are you and what are you doing?
Andrew :: Friday night is usually reserved for the family.


Heuer Imaging & Productions is still developing their website. If you would like to contact Andrew about what his company can do for you, please contact him at ::

Andrew Heuer
Heuer Imaging & Productions
Serving the Midwest
989-714-6987
andrewheuer@mac.com

An Open Letter to My Customer (or...how to complain)

Dear Customer,

Yesterday, you came into my business and you were unhappy with the product and service. For that, I am truly sorry. My employees and I work very hard and enjoy our work; we do not want to disappoint our customers, for you are the reason we are in business.

I rebated you the money you had spent on the product, and you left the building. However, I do not think that either of us felt any satisfaction about how the problem was resolved.

So, next time...

Please do not personally attack my employees or myself. Name-calling is not nice in 2nd grade, and it's not nice as grown-ups, either. We addressed you respectfully and quietly. We are human and have feelings, too. Let's discuss the problem like mature adults. It goes without saying that swearing at me or my employees is crossing the line and we do not have to listen to that.

Also, I would appreciate it if you did not refer to my product as "junk" or "cr*p" because it does not fit you or look good in your room. I offer that product because I believe in it; and you chose it in the first place for a reason. Perhaps your body, your tastes, or your motivation for the purchase has changed. That's OK; let's talk about how we can resolve that and make you happy again.

Please let me know what resolution would satisfy you. I really cannot read your mind. If you want your money back, let me know. If you want a different product, let me know. If you want me to "try again", let me know. I may not be able to do exactly as you wish, but open discussion will get us much further in the process than my trying to guess what would satisfy you.

Once we reach a solution; smile, say "thank-you", and move on. It is rude to stand and talk to your companion about where you "should have gone" while I am writing you a refund check. I am truly sorry that you were not delighted with your experience at my business. I have many customers who are delighted, and I would like to spend my time with them; but I do not inform you of this, so please give me the same courtesy.

Again, I am sorry that you were disappointed for one reason or another. I promise you that my employees and I will discuss your experience and learn now we can become better through the situation.

Yours Truly,

Business Owner

Good Read :: Monkey Business

This past Saturday, I picked up an interesting-looking book from the local, independent, bookstore's business section. The book is called Monkey Business, 7 Laws of the Jungle for Becoming the Best of the Bunch; authored by Sandy Wight, Mick Hager, and Steve Tyink.

What a fun, easy read it was for this long weekend! In parable form, the books stresses the fundamentals of customer service and developing a fun, productive workplace.

At times, I felt the book could be construed as somewhat condescending to females, but another reader may not make that connection.
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There are a few principles in the book that I will be putting into place at my store this week.

Weekend Wisdom

"Hire the best people and then delegate."

Carol A. Taber

American Magazine Publisher

Profile :: Amanda Brown

I met Amanda Brown of Lila Couture in March, 2007 at the National Bridal Market. We were both there as exhibitors and I made up several excuses to leave my booth and walk by her booth so that I could gaze at the wedding gowns!

Amanda was so gracious and when I purchased my bridal store, she was one of my biggest supporters. She answered my "silly questions" and encouraged me each step of the way. Now, we call each other for advice and enjoy our working relationship.

I recently interviewed Amanda for Business By The Blog.

Tami :: When and how did you first open your own business?

Amanda :: I purchased a business that was five years old in December of 2006, I have worked in retail and for several ladies apparel lines and designers. I wanted to take the next step and start at the manufacturing and designing side of the business.

Tami :: How did you name your business?

Amanda :: The name already existed and was currently in many boutique so I felt it was important to keep what existed going.

Tami :: If you could travel back in time and speak with yourself as you start your business, what is the most important peice of advice you would give yourself?

Amanda :: Do as much homework as possible. Have your own business model, you don't have to follow the standard or what is suggested. Look at "business for sale" websites. If there are several similar business for sale than the market may not support your idea. Look at all your competition. See how you can set yourself apart!

Tami :: What is the most influential book you have read on small business?

Amanda :: Small Giants and Bag the Elephant

Tami :: It's 10:00 in the morning on a Monday...where are you and what are you doing?

Amanda :: In my office, Monday is typically production updates and shipment information day, orders from the weekend are faxed in and emails and messages to return.

Tami :: It's 6:00 on Friday evening...where are you and what are you doing?

Amanda :: Every Friday is different, this past Friday, made a deposit at the bank, then hit Fed Ex before they close at 7pm.... where I shipped 10 gowns to customers, talked to a new store about a trunk show on my cell. Stopped to pick-up take out for my family, no time to cook dinner tonite~

Team Building

I have many people that I admire, especially in business. One of my heroes is Dave Ramsey. Yep, I'm one of "those people". My husband and I have followed his financial principles in our personal finance, and I find great freedom in following his financial and business teachings in our business, also.


On the Dave Ramsey website, you'll find this advice on building a team:


Wouldn’t you love to be paying people who are actually unified toward one common goal? Few companies have that, but it’s well within reach.

A leader builds unity by fighting the five enemies that tear it apart: poor communication, gossip, unresolved disagreements, lack of shared purpose, and sanctioned incompetence.

1. Poor communication is when the right hand doesn’t know what the left hand is doing. Most companies use “mushroom communication”—leave them in the dark and feed them manure—as a growth strategy. That won’t work. Winning organizations must have a culture of communication. Without it, team members are detached and insecure.

2. Gossip is discussing anything with anyone who can’t solve the problem. Gossip is degrading and destructive. People need a place to express themselves, but it should be to someone in a position to do something about it. In our company, negatives go up and positives go down—period. We’ve made gossip a fireable offense, and we’re crystal clear about that in the hiring process and in staff meetings. The team loves it!

3. Unresolved disagreements destroy unity. Sometimes the leader doesn’t even know they exist—that’s poor communication. Other times the leader avoids confrontation—that’s denial. Either way, the team loses. With hundreds of people working together, some will inevitably lock horns and bump into each other. A leader should act quickly and decisively when that happens by pulling the splinter out, cleansing the wound, and allowing some time to heal. Sometimes it’s messy, but the alternative is to act like nothing has happened and later wonder what went wrong.

4. Lack of a shared purpose is caused by the leader not restating the goal, vision and mission early enough or often enough. At our company, new team members memorize the mission statement and our leaders constantly review it with the team. Everything we do is measured by that mission statement. And, since our company has a unified purpose, every team member knows exactly how he or she fits into the grand scheme.

5. Sanctioned incompetence is when someone has a destructive attitude and no one addresses it. That demoralizes everyone. Team members will eventually become de-motivated when they see a leader who will not take action when someone on the team cannot, or will not, do their job.


A leader will go to battle early and often with these five enemies of unity. There is going to be a lot of drama in any workplace, but leaders must invest the time and energy to deal with issues instead of blindly writing paychecks and hoping for the best.

Don’t be scared to address these problems in your workplace whenever and wherever they appear. That’s called leading. It’s not easy. It’s not pretty. And it’s not going to be your best day in the office. But, it could just be your best day as a leader. Wouldn’t you love to be paying people who are actually unified toward one common goal? Few companies have that, but it’s well within reach.

Twenty months ago, I had one employee. Now, I have six employees. Each employee is fantastic, but personality conflicts do arise. It is my goal to follow the above principles to promote unity among our team.