There are problems which can, and rightfully should, be addressed by members of entities and organizations charged with leadership and governance. I'm not letting them off the hook -- that will be a post for another time -- but what about us? Community members, business owners, employees and citizens. What part do we play?
In regard to West Plains, in a Nov. 28 editorial in The West Plains Quill Frank Martin offered "New ideas needed not new businesses" in response to the city's move to hire a consulting firm to bring in new businesses. Frank makes strong points, but I covered the city council meeting where the decision was made and whether I agree with the decision or not, I can understand why the city made the move. They hear a lot of clamoring by residents for big chain retailers. How can they keep everyone happy? They can't. They're darned if they do, darned if they don't.
Regardless of how we feel about that particular issue -- again, a post for another time -- one of the comments that was made on the Quill's Facebook thread where Frank's editorial was posted made several excellent points. A woman who is relatively new to our community had a story about needing to get a horse trailer painted. She tried three different local businesses who could not accommodate her for various reasons. She continued to ask around to see who could do it. She said, "I ended up driving it to SC Oklahoma. Unless you grow up around here you have no idea where to turn -- the telephone book only covers business with landlines. Most people and businesses are using cell phones now."
In regard to West Plains, in a Nov. 28 editorial in The West Plains Quill Frank Martin offered "New ideas needed not new businesses" in response to the city's move to hire a consulting firm to bring in new businesses. Frank makes strong points, but I covered the city council meeting where the decision was made and whether I agree with the decision or not, I can understand why the city made the move. They hear a lot of clamoring by residents for big chain retailers. How can they keep everyone happy? They can't. They're darned if they do, darned if they don't.
Regardless of how we feel about that particular issue -- again, a post for another time -- one of the comments that was made on the Quill's Facebook thread where Frank's editorial was posted made several excellent points. A woman who is relatively new to our community had a story about needing to get a horse trailer painted. She tried three different local businesses who could not accommodate her for various reasons. She continued to ask around to see who could do it. She said, "I ended up driving it to SC Oklahoma. Unless you grow up around here you have no idea where to turn -- the telephone book only covers business with landlines. Most people and businesses are using cell phones now."
Some of the most successful businesses are ones which know about the other businesses in the community, especially ones who offer similar services, and they aren't afraid to send potential customers to their "competition." Losing a particular sale might land a business a long-term customer. That's good customer service and it's good for the local economy. Keep consumers spending their money locally to make it better for everyone.
I see this from the perspective of having covered various Chamber of Commerce "Businesses of the Week" for the past two and a half years for The Quill. The Chamber is working through its list of members to eventually recognize all of them. It's free publicity for those recognized, a chance to say almost anything they want about their business. Some don't want to participate which is confounding (in most cases). But even more perplexing are the business owners/representatives who can barely describe what they do or muster any enthusiasm in telling their stories. I wonder how some of them stay in business. Customer service skills -- which encompass more than just a smiling face and a friendly voice, but I'd like to start there with many businesses! -- need widespread improvement.
The Beginning of DRS in West Plains, MO (1958)
"Below is an article that was sent to my father, Hilliard Davis, in December of 1958. Jim Idol was with the Division of Resources and Development in Jefferson City, Missouri. A note attached the article said, 'Looks Like news gets around, Jim.' The magazine was Management Methods, Practical Solutions to Administrative Problems. The article was on page 25 of magazine. It was placed under 'Sales Builders' and titled, Recruit Everyone as Industry Booster.
"Everyone can serve as a business builder for the community. Take this as a case in point.
"Hilliard Davis is a friendly filling station operator who likes living and working in West Plains, MO. and does not mind saying so. En route for some fishing, President Edward T. McDaniels of Southwest Truck Body, Inc. stopped off at his gas station. Besides good service, he received a bit of boasting about the town. Impressed by the enthusiastic comments, the visitor ventured the thought that he might be interested in moving a factory to such a fine town.
"Business Booster Davis promptly arranged for a meeting at the Chamber of Commerce. End result: Southwest Truck Body leased a $100,000 building there, West Plains has added $500,000 annual payroll, Hilliard Davis has a bigger business and E.T. McDaniels is a lot closer to good fishing. And everyone else is reminded that he can do his share of attracting industry to a community."
Thanks to Joe for posting. These same kinds of things still happen every day. Usually, industry officials looking to locate in a community don't start by contacting city hall or the Chamber of Commerce. They start by sending representatives out to a community, in person (and these days, online) incognito to do some scouting around.
What if E.T. McDaniels drove through West Plains today? First, I can't think of a gas station in town where the owner has regular day-to-day contact with customers. There are certainly some friendly workers at convenience stores, but is part of their training to engage customers and tell them what a wonderful community we have? Probably not. They don't have time. Most customers pay at the pump anyway. How about us? The next time we're pumping gas and someone with out-of-state plates is there, too, maybe we should strike up a conversation and tell them how great our community is. Who knows how that seed planted might grow?
The point is we all need to be proactive. Progress isn't a magical process; it takes some effort, engagement and involvement. Maybe we can take it upon ourselves to find out why other places are thriving and see if there's something we can model and use in our own communities. Not everything works everywhere, but believing in our community is a good place to start. That includes believing working together is worth the effort. I don't know a better way to say it: Let's be the change we want to see.
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