It has to be the local grocers dream to see an army of men come walking through the front door. In fact, when I walk through those automatic sliding doors they don't make that pleasant swooosh sound anymore. Instead, what I hear is the distinct CHA-CHING tone announcing my arrival to management. This is the signal to roll out the entire stock of non-sensical inventory to the sales floor that typically collects dust. They know that guys like me enter their lair without packing the needed weaponry of a shopping list. This provides the image of a small child being presented all the colorful choices of sugary goodness in the cookie of cereal aisle and "needing" all of them.
I offer this self deprivating image of myself as an attempt for pity regarding the result of my recent encounter with the latest tool of marketing. This unavoidable menace calls out to guys like me in a tone unheard by sensible female shoppers. I know this because as I stood there in the cracker aisle it spoke to me, at which time I slowly leaned over to the grandmother type woman holding the store brand version of Ritz and whispered in hear ear, "did you hear it". After removing the jumbo Cheese Wiz can from my forehead, it dawned on me that she did not hear what I did. I could have sworn it was audible to all. It was as loud and clear as could be. "You need all 6 flavors of NEW Triscuit Whole Grain Crackers", come on I can't be the only one that this floor decal is speaking to!
The marketing folks know one simple principal of selling their products, literally force people to make a decision to buy or not to buy. Short of placing a pair of glasses on our faces upon entry that show a miniature commercial every 5 seconds, placing decals and signage in our every path gets the job done. Likewise, the retailers know that the vendors want this space and even provide higher placement costs depending on the particular floor space (location, location, location). They know the shopping habits of every person coming through the door, in averages of course. How is this you ask? Point Of Sale systems (POS) and their ability to report activity right down to which product in which category flies through the registers the most. This, and a mountain of other data, can tell Mr. Retailer and Mr. Vendor where they want to market their products and most profitable items.
There are two lessons to be learned here. One is that of our need to keep pleasant and useful services / products in the typical travel patterns of the hospital staff. Remember they are the real key to successful hospital retail. in addition, we need effective reporting from our POS systems to make absolute effective use of limited retailing space. We do not have the luxury of a 100,000 square foot store. We may only have 1,000 square feet to serve our customers, so we need to make better choices. Our systems will tell us what isn't working and those that are, all in a much quicker time frame to avoid losses. Not to mention that we will know what product that is delivered to the store actually makes its way through the register, and that which has exited "free of charge".
We need to use the lessons of the much larger retailers of main street to make our healthcare spaces efficient and profitable to achieve fiscal responsibility to the mission we are trying to serve. I cannot explain why it is so easy for me to understand the needs related to cost effective operations of the potentially complicated venues for retail in the healthcare community, yet I'm wondering how I will explain to my wife why we have 6 boxes of Triscuits stuffed in the pantry...........and one slightly damaged can of Jumbo Cheese Wiz.
Monday, February 15, 2010
Sunday, January 24, 2010
My American Idol??
Now that January is here I can finally say that the one an only thing I look forward to television-wise is back on the air, no not playoff football or The Super Bowl, but American Idol. The football is good too, but let's be honest, I'm from the Detroit area and we never get real excited about NFL playoffs here. No, the real draw this time of year is the new season of American Idol, and for good reason.........its both scary and inspiring.
It is scary as I watch the obviously misguided "singers" come before the likes of Simon Cowell and Randy, only to be deflated and berated for thier effort at stardom. I literally look away at times as if I am driving past the most horrific and grotesque accident I have ever seen. It is painful and maddening to think that the loved ones and friends of this individual actually tell them that they should try out for such a show. Once you weed out the obvious posers that only want their 15 seconds of fame, you can see that some of these people actually believe they are good.
That's the scary part for me. Scary because I start to think, "is that me", as it relates to this whole retail initiative thing? Am I thinking I really have something to offer the healthcare community that will truly benefit their mission. (Fade to dream sequence) I can see Simon Cowell rolling his eyes and try to suppress his laughter, only to get Randy started by saying "Dog its just not good". I stand there dumbfounded and in shock, not knowing how to respond. Then I wake up and thank God it was only a dream.........wasn't it?
Then walks in this 28 year old, down on his luck, small town farmer, father of six that never had the opportunity to tell his story through the incredible instrument of his voice. He really doesn't know if he is any good, but he is stepping out there and giving it a shot before he is "too old" for the show. His wife and kids are outside the audition room with Ryan Seacrest in anxious anticipation. He steps before the panel of judges and Simon, almost expecting the worst of the day, says "go on then, let's hear it". What follows is the most incredible rendition of Michael Buble's "Home" the judges have ever heard. He gets a resounding 4 "yeses'" (Randy gives it his 100 gazillion yes!), explodes out the door to his screaming family and is on his way to stardom.
O.K., except for the fact that I am not 28, down on my luck, a farmer, a father of 6 and anything close to a singer , I can totally relate to this guy. As I enter another year of effort and pursuit of this passion to work with the healthcare community to capture the "low hanging fruit" of retail revenues, I can finally say that it is getting the "Yeses" it deserves. After the fair share of scary moments, I feel more confident than ever that more and more campuses are willing to see the extreme benefits of such offerings as cafe's, updated gift shops, convenience stores, salons and more. All of this is to the benefit of the staff, visitors, patients and overall campus experience. That's the "stardom" we all need to pursue for healthcare retail.
Now if I can only stop humming the tune "Pants On The Ground" I could regain my focus on my to do list for the week!
It is scary as I watch the obviously misguided "singers" come before the likes of Simon Cowell and Randy, only to be deflated and berated for thier effort at stardom. I literally look away at times as if I am driving past the most horrific and grotesque accident I have ever seen. It is painful and maddening to think that the loved ones and friends of this individual actually tell them that they should try out for such a show. Once you weed out the obvious posers that only want their 15 seconds of fame, you can see that some of these people actually believe they are good.
That's the scary part for me. Scary because I start to think, "is that me", as it relates to this whole retail initiative thing? Am I thinking I really have something to offer the healthcare community that will truly benefit their mission. (Fade to dream sequence) I can see Simon Cowell rolling his eyes and try to suppress his laughter, only to get Randy started by saying "Dog its just not good". I stand there dumbfounded and in shock, not knowing how to respond. Then I wake up and thank God it was only a dream.........wasn't it?
Then walks in this 28 year old, down on his luck, small town farmer, father of six that never had the opportunity to tell his story through the incredible instrument of his voice. He really doesn't know if he is any good, but he is stepping out there and giving it a shot before he is "too old" for the show. His wife and kids are outside the audition room with Ryan Seacrest in anxious anticipation. He steps before the panel of judges and Simon, almost expecting the worst of the day, says "go on then, let's hear it". What follows is the most incredible rendition of Michael Buble's "Home" the judges have ever heard. He gets a resounding 4 "yeses'" (Randy gives it his 100 gazillion yes!), explodes out the door to his screaming family and is on his way to stardom.
O.K., except for the fact that I am not 28, down on my luck, a farmer, a father of 6 and anything close to a singer , I can totally relate to this guy. As I enter another year of effort and pursuit of this passion to work with the healthcare community to capture the "low hanging fruit" of retail revenues, I can finally say that it is getting the "Yeses" it deserves. After the fair share of scary moments, I feel more confident than ever that more and more campuses are willing to see the extreme benefits of such offerings as cafe's, updated gift shops, convenience stores, salons and more. All of this is to the benefit of the staff, visitors, patients and overall campus experience. That's the "stardom" we all need to pursue for healthcare retail.
Now if I can only stop humming the tune "Pants On The Ground" I could regain my focus on my to do list for the week!
Wednesday, December 30, 2009
Turning Another Page
Typically I am not a big time reader. Don't take that to mean that I don't read at all, I just have a very hard time sitting down and investing major time to a book larger than 150 pages. This is the result of being a big dreamer and always having "things" on my mind. I actually have had times that I will be reading a great book related to World War II, as was the case yesterday, and begin to make application of the strategies employed in battle to that of my business approach. Minutes into the book I will move over to my office and begin to dig deeper into that train of thought. While that may sound very odd to many, I truly feel that this way that I am wired has served me well as I look over the events of 2009.
The efforts to promote the benefits of certain retail offerings within healthcare can be extremely time consuming and frustrating at times. If a person were to dwell on the many, many speed bumps and detours involved with this initiative it would seem as realistic as an attempt to finish War & Peace over a weekend. Instead, I have seen each chapter of this effort as a learning process. Each one has served me in some way to understand the intricate aspects and needs for each client (or character). Likewise, I don't dwell, or devote, too much on the latest delay. I may have to set that book aside for a while until the time is right again, but that just means that I can turn my focus to another author that has capture a new vision.
As 2010 is about to begin, and we turn the page on another year, I am becoming very excited to dive into some new chapters. I know that they will take us to new places and experiences, which is what I enjoy most from a good book! Oh and one other thing that I failed to mention about my reading habits.............I only like to read NON-FICTION.
The efforts to promote the benefits of certain retail offerings within healthcare can be extremely time consuming and frustrating at times. If a person were to dwell on the many, many speed bumps and detours involved with this initiative it would seem as realistic as an attempt to finish War & Peace over a weekend. Instead, I have seen each chapter of this effort as a learning process. Each one has served me in some way to understand the intricate aspects and needs for each client (or character). Likewise, I don't dwell, or devote, too much on the latest delay. I may have to set that book aside for a while until the time is right again, but that just means that I can turn my focus to another author that has capture a new vision.
As 2010 is about to begin, and we turn the page on another year, I am becoming very excited to dive into some new chapters. I know that they will take us to new places and experiences, which is what I enjoy most from a good book! Oh and one other thing that I failed to mention about my reading habits.............I only like to read NON-FICTION.
Its Finally Here!
It has been a long time in the making, but the NEW Self Serve Coffee Kiosk from Heavenly Brands, LLC is finally in production (copy & paste document link below in explorer to view). We have worked with some of the best companies in the equipment and manufacturing industries to get to this point. We have spent months in the tweaking and trouble shooting, knowing there is always more to follow, to make sure it was ready for placement. Our sales people will be out making placements as we kick off 2010 to make sure as many clients as possible have the opportunity to offer the best possible coffee, latte, cappuccino, espresso and hot chocolate while capturing fantastic ROI. If you would like to contact them directly, they can be reached at the following email addresses.
gina@theheavenlyroast.com
paul@theheavenlyroast.com
C:\Documents and Settings\User\Local Settings\Temp\Save For Web\TargetPreview.tmp\TargetPreview.html
gina@theheavenlyroast.com
paul@theheavenlyroast.com
C:\Documents and Settings\User\Local Settings\Temp\Save For Web\TargetPreview.tmp\TargetPreview.html
Thursday, November 26, 2009
Wants versus Needs
It is Thanksgiving morning 2009 and I could not sleep too well thinking of some meetings I have had recently. I should be more concerned with the fact that I finally get to enjoy some good turkey, bean casserole and cranberry sauce........not to mention extra sleep. But this has really been weighing on my mind.
I may have stated this in a previous posting, but based on more recent interaction with healthcare department managers, I feel it needs more explaining.
Within the world of retail there is a real fine line when it comes to what a business wants as opposed to what it really needs to operate in, and most importantly, be profitable in. There are some that feel they need huge expanse and open floor plans to "be safe" for both employee and customer. They want to be sure there is enough room to maneuver a small pickup truck through their aisles and behind the counters. Simple ADA compliances won't do, it must have large distances between the service counter and the candy rack.
People laugh at times when I tell them that one of the best examples of a successful "non-traditional" retail stores is actually a restaurant chain. Cracker Barrel has an average per square foot sales figure of $401.00 in just the retail portion of their stores. Have you seen this space? Yes it is a bit cramped, but it is a fun and appealing place to shop after a stack of hot cakes. This space adds an average of $220,000 to the stores annual sales, and at a very high margin.
What we need to do with the hospital retail spaces is to constantly challenge the wants and needs of the floor space to make sure it is productive. I have seen some of the initial plans for retail in a hospital resemble something that a main street retailer would choke on with concern as to how they will ever be able to get the needed return on investment (ROI) for. The potential for sales per square foot cannot be outpaced by the actual cost it takes to build it and operate the space. If you stretch the space out and end up having to fill the expanse with "junk" that does not sell well and does not have a strong margin potential, you have chased a want and not met a need. Likewise, if your staff now have a very large space they have to traverse to accomplish repetitive tasks, it has become a cost vacuum that was designed without real need or efficiencies considered.
There are simple ways that we can allow for future expanse and shifting of a space with simple design and engineering values. Build our counters on wheels / casters. nothing is "nailed down" or permanent. It is all designed as components and not fixed units. This allows us to meet the current need, with the ability of re-tooling on the fly for future need.
It takes a creative and mission driven approach to really scrutinize these issues to ensure that we are not sucked into the typical mode of thinking. There is a need for greater fiscal responsibility in the times we are in and for the future as a whole.
That said I need to ask myself a difficult question..........is there any rule against pumpkin pie for breakfast? Be Thankful and have a great day!
I may have stated this in a previous posting, but based on more recent interaction with healthcare department managers, I feel it needs more explaining.
Within the world of retail there is a real fine line when it comes to what a business wants as opposed to what it really needs to operate in, and most importantly, be profitable in. There are some that feel they need huge expanse and open floor plans to "be safe" for both employee and customer. They want to be sure there is enough room to maneuver a small pickup truck through their aisles and behind the counters. Simple ADA compliances won't do, it must have large distances between the service counter and the candy rack.
People laugh at times when I tell them that one of the best examples of a successful "non-traditional" retail stores is actually a restaurant chain. Cracker Barrel has an average per square foot sales figure of $401.00 in just the retail portion of their stores. Have you seen this space? Yes it is a bit cramped, but it is a fun and appealing place to shop after a stack of hot cakes. This space adds an average of $220,000 to the stores annual sales, and at a very high margin.
What we need to do with the hospital retail spaces is to constantly challenge the wants and needs of the floor space to make sure it is productive. I have seen some of the initial plans for retail in a hospital resemble something that a main street retailer would choke on with concern as to how they will ever be able to get the needed return on investment (ROI) for. The potential for sales per square foot cannot be outpaced by the actual cost it takes to build it and operate the space. If you stretch the space out and end up having to fill the expanse with "junk" that does not sell well and does not have a strong margin potential, you have chased a want and not met a need. Likewise, if your staff now have a very large space they have to traverse to accomplish repetitive tasks, it has become a cost vacuum that was designed without real need or efficiencies considered.
There are simple ways that we can allow for future expanse and shifting of a space with simple design and engineering values. Build our counters on wheels / casters. nothing is "nailed down" or permanent. It is all designed as components and not fixed units. This allows us to meet the current need, with the ability of re-tooling on the fly for future need.
It takes a creative and mission driven approach to really scrutinize these issues to ensure that we are not sucked into the typical mode of thinking. There is a need for greater fiscal responsibility in the times we are in and for the future as a whole.
That said I need to ask myself a difficult question..........is there any rule against pumpkin pie for breakfast? Be Thankful and have a great day!
Wednesday, October 14, 2009
The Debate
I recently had an exchange, or debate, with another healthcare professional regarding the retail initiative that I am pursuing. It seemed that there was great concern with the idea of "niceties" taking precedence over the needed money for patient care and/or state of the art medical equipment.
It was her position that she would rather have a stark environment if it meant that she had the best doctors and equipment available to provide the best care at that particular facility. The fact that there may be a nice cafe, salon, gift shop or other food offering available for the staff or visitors was not a real need for her care, or anyone else.
My contention was the real world facts that prove those that are not necessarily "in the bed" at our area hospitals need to have work environments (staff) or amenities (visitors) in order to provide a positive experience which then transitions into the contact time with the patient / loved one. I pointed to her own office work environment as an example. I asked her if she had a very uncomfortable chair, grey walls without any pictures, no windows, cement floors......you get the image. Likewise, our hospitals should have venues that provide for that respite and recharge for the benefit of our morale and energy that we carry into the rooms throughout the campus.
In addition, these are areas that provide, if built and managed correctly, for greater gifting and benevolence to those that need it. This is not retail just for the sake of having retail. This is retail that has definite purpose and mission behind it. Anything else that is serving only to offer a good coffee, or worse yet, fill the pockets of an outside entity is not to the full benefit of the patient care.
It was her position that she would rather have a stark environment if it meant that she had the best doctors and equipment available to provide the best care at that particular facility. The fact that there may be a nice cafe, salon, gift shop or other food offering available for the staff or visitors was not a real need for her care, or anyone else.
My contention was the real world facts that prove those that are not necessarily "in the bed" at our area hospitals need to have work environments (staff) or amenities (visitors) in order to provide a positive experience which then transitions into the contact time with the patient / loved one. I pointed to her own office work environment as an example. I asked her if she had a very uncomfortable chair, grey walls without any pictures, no windows, cement floors......you get the image. Likewise, our hospitals should have venues that provide for that respite and recharge for the benefit of our morale and energy that we carry into the rooms throughout the campus.
In addition, these are areas that provide, if built and managed correctly, for greater gifting and benevolence to those that need it. This is not retail just for the sake of having retail. This is retail that has definite purpose and mission behind it. Anything else that is serving only to offer a good coffee, or worse yet, fill the pockets of an outside entity is not to the full benefit of the patient care.
Thursday, September 24, 2009
Are we there yet??
Now that my kids are all but flown from the nest I find myself missing those long drives with the constant asking "are we there yet?" Just for laughs my wife will ask me that question whenever we are laying out our long term plans for life after our youngest enters college next year. Then the front door flies open and I hear the voice of my 3 year old grandson Carter yelling "where's pappa?" and I am reminded of the joy of being part of something very special.
Likewise I feel very fortunate to be part of the very special growth in the placement of retail venues within healthcare. Although it is a slow process to communicate the need for a retail entrepreneur mindset for the management of a facility dedicated to the healing and care of the sick or injured, it is very rewarding to see their willingness to be open to the idea.
I have had an extremely rewarding summer of sharing our mission with many healthcare executives that are always willing to turn over any rock in search of ways to positively impact patient care, even if it is in the form of a coffee shop. They realize that what we carry a message that is deeply rooted in providing appropriate services to enhance staff retention and visitor satisfaction, but equally important to retain the income for furthering the overall system mission.
As my earlier entries have indicated, we are entering my most desired seasons of fall and winter. I have many friends, and now the addition of another grandson (Brady), to remind me that I am coming closer to my own personal fall and winter seasons. That stated, I remind them that I feel the same energy and stamina I felt when I was chasing my own kids around on the beach after arriving from a long drive to vacation. Likewise, I feel that same level of passion and desire to provide strong guidance to our clients in the addition of retail to their lobbies and atrium's.
I become very agitated as I witness other "consultants" guiding hospitals to implement franchise owned offerings, only to the benefit of the franchise owners. For that reason I am reminded of the other phrase heard in many a family packed vehicle headed down the highway........
"Don't make me come back there!"
Likewise I feel very fortunate to be part of the very special growth in the placement of retail venues within healthcare. Although it is a slow process to communicate the need for a retail entrepreneur mindset for the management of a facility dedicated to the healing and care of the sick or injured, it is very rewarding to see their willingness to be open to the idea.
I have had an extremely rewarding summer of sharing our mission with many healthcare executives that are always willing to turn over any rock in search of ways to positively impact patient care, even if it is in the form of a coffee shop. They realize that what we carry a message that is deeply rooted in providing appropriate services to enhance staff retention and visitor satisfaction, but equally important to retain the income for furthering the overall system mission.
As my earlier entries have indicated, we are entering my most desired seasons of fall and winter. I have many friends, and now the addition of another grandson (Brady), to remind me that I am coming closer to my own personal fall and winter seasons. That stated, I remind them that I feel the same energy and stamina I felt when I was chasing my own kids around on the beach after arriving from a long drive to vacation. Likewise, I feel that same level of passion and desire to provide strong guidance to our clients in the addition of retail to their lobbies and atrium's.
I become very agitated as I witness other "consultants" guiding hospitals to implement franchise owned offerings, only to the benefit of the franchise owners. For that reason I am reminded of the other phrase heard in many a family packed vehicle headed down the highway........
"Don't make me come back there!"
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