Credo Advisors Blog | Results-driven small business and non-profit consulting

Moving companies and business ethicsI haven’t posted about business strategy in a while, but based on a recent experience with a moving company, I thought I would pass on a new methodology I gleaned from the process.

If you are interested in losing customers, take the following steps:

  1. Agree to an appointment at your potential customer’s residence at a certain time on a certain date;
  2. Don’t bother to call and confirm the time and date with the potential customer as the appointment approaches;
  3. Don’t bother arriving on time;
  4. Provide a quote in writing, but do so by sending an email that is an embedded image (why bother with a text image or an attached PDF?) that not only might not be readable by your potential customer’s email program, but that also prints out terribly;
  5. Make the estimate somewhat vague, but provide a seemingly good estimate for the job;
  6. When the potential customer phones to book your services, make sure to throw in a sizable “administrative fee” ($500+ works well) to process the transaction;
  7. Remember to NOT include the “administrative fee” in the original estimate;
  8. When the potential customer asks why the added fee was not part of the estimate, blame it on your fairly new employee that performed the estimate;
  9. Do NOT make any attempt to waive the fee, explain it further, re-draft the estimate, or take any other further action;
  10. Be sure to leave your potential customer wondering whether the “administrative fee” will be the first or last added charge that did not appear in the estimate; and,
  11. Make sure to repeat the process with each new potential customer.
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China to AK to IN to CA?

May 27th, 2006 | Posted by Peter in Business Strategy | China - (2 Comments)

FedEx shipping strategyThe cryptic post title is meant to be a bit confusing… Earlier this week I ordered a MacBook from Apple and chose the 2-day shipping option. I’ve been salivating ever since, and obsessively checking the laptop’s progress via FedEx’s tracking. Along the way, I’ve noticed two interesting things.

At first, the only information that appeared was that the package info had been sent to FedEx. Then the first location data popped up—the package was “picked up” in Suzhou, China. Normally that wouldn’t be that interesting, but I will be in the area (I’m fairly certain we are visiting Suzhou), MacBook in tow, in about three weeks. As much as I have come to loath references to the flattening world, the laptop’s China to California to China journey in under a month is quite interesting (perhaps only to me…).

The second observation I had came with a bit of frustration. As I continued to remind myself that I paid extra to receive the laptop 2 business days after shipping (it is projected for 4 business days, accounting for the holiday), I couldn’t help but notice the odd flight path my package is following. Leaving Suzhou, it touched down in Anchorage. I thought it a bit weird at the time, but chalked it up to flight time and distance savings. Curiously, though, instead of heading to a destination closer to Southern California (LA or SF, anyone?) the laptop arrived in Indianapolis. Interesting. Perhaps it is now on its way to Atlanta so it can get the corporate FedEx stamp of approval before it heads to it’s final California destination? Or maybe FedEx doesn’t have the super-efficient logistics everyone gives them credit for? Who knows. All I can attest to is that I paid quite a bit of extra money to have my new computer in hand 2 days after shipping, and while I appreciate that it is probably enjoying its world-tour, I’d really like to have received it within that time frame.

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Frontline: Is Wal-Mart Good For America?While I was somewhat disappointed with the last Wal-Mart film I viewed, the greatest criticism I have about Frontline’s segment, Is Wal-Mart Good For America?, is that it was too short. …and I don’t mean to imply that it lacked sufficient content, just that it was so well done that I wanted it to continue beyond 1 hour.

Though the segment aired in 2004, the content is still quite relevant, in regards to Wal-Mart as well as the current state of China-US business relations. In addition to presenting a lot of data, both for and against the company, the segment includes quite a few interviews with Wal-Mart executives. The interviews undoubtedly add more validity than if they were absent, but for me personally, helped also to put a more human face on the corporation. That said, each of the Wal-Mart executives interviewed seemed distant, rehearsed, and well prepped to maintain the corporation’s image. It was kind of like watching an a set of interviews with seasoned politicians…

Here’s a fairly succinct clip from the introduction to the segment:

“FRONTLINE explores the relationship between U.S. job losses and the American consumer’s insatiable desire for bargains in “Is Wal-Mart Good for America?” Through interviews with retail executives, product manufacturers, economists, and trade experts, correspondent Hedrick Smith examines the growing controversy over the Wal-Mart way of doing business and asks whether a single retail giant has changed the American economy.”

Following are the major sections of the program:

  • Wal-Mart’s Revoltionary Power: “How Wal-Mart and other giant chains have reversed 100 years of history and made mass global retailers more powerful than manufacturers.”
  • Muscling Manufacturers: “Rubbermaid boosted profits with a Wal-Mart account. But when it had to hike prices, Wal-Mart balked and dropped Rubbermaid products.”
  • The Strategy: Low Costs and Go Global: “By the late 90′s Wal-Mart was dependent on low-cost Asian imports and begins pushing U.S. suppliers to follow Wal-mart to Asia.”
  • China’s View of Wal-Mart — Big Partner: “Wal-Mart’s huge buying operation taps directly into China, the world’s new workshop, fueling its export pipeline and America’s growing trade deficit.”
  • Taking the Hits: “The story of TV manufacturers in Ohio and Tennessee faced with low-cost foreign imports and Wal-Mart’s price pressures. Is their story the new model of world capitalism?”

My views about Wal-Mart and its impact on both the US and global economy have not changed since viewing the Frontline segment. If anything, they have grown stronger and more substantiated.

During a particularly interesting portion of the segment, images of Sam Walton were shown, tying together a description of the principles and business strategies upon which the company was founded. I can’t help but wonder if Sam would be proud or ashamed at what has become of his company. While I don’t think it is fair to make assumptions one way or another, I think the the question raises and interesting point about the dynamic nature of a corporation. Whether Sam Walton wanted his five and dime store to turn into one of the most controversial and powerful corporations in recent time or not, that is the progression the business made.

Whether we like to think we are in control or not, the businesses we create and are a part of may very well outlive us, and perhaps not according to the principals and standards with which we established them. What would Sam Walton say? What about Bill Hewlett or David Packard? What about the scores of other business leaders that have passed away, leaving the companies they founded to live on, growing and feeding according to an ever-evolving Capitalistic model?

I would highly recommend this program to anyone interested in business, the US or global economy, China, Wal-Mart, or any other giant corporation.

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Target vs. Wal*Mart

May 6th, 2006 | Posted by Peter in Business Ethics | Business Strategy - (Comments Off)

Hot on the heels of my last post, I read a fantastic article about Target and how it is, or is not, similar to Wal*Mart. The article is well written and provides an excellent overview for anyone interested in reading more about the two companies: Target: Wal-Mart Lite.

The article begins with a discussion of how the two companies, despite their apparent surface differences, are quite similar:

“In contrast to [Target's higher-end] image, however, critics say that in terms of wages and benefits, working conditions, sweatshop-style foreign suppliers, and effects on local retail communities, big box Target stores are very much like Wal-Mart, just in a prettier package.

“Of more than 1,400 Target stores employing more than 300,000 people nationwide, not one has a union. Employees at various stores say an anti-union message and video is part of the new-employee orientation. At stores in the Twin Cities, where Target is headquartered, the United Food and Commercial Workers (UFCW) union Local 789 has been trying for several years to help Target employees organize, with little luck.”

An interesting point of fact that the article brought up deals with the reality of the garment industry. Whether you feel passionately about sweat shop labor or not, it is hard to dispute the following statement:

“‘The way the global garment industry is, there are so few factories that respect workers’ rights that there is no way Target gets its clothes from workplaces where workers’ rights are being respected,’ said Allie Robbins, national organizer of the group United Students Against Sweatshops.”

The first portion of the statement is what really stuck in my mind. Whether or not I think worker’s rights are important, the reality of the global garment manufacturing industry is so widespread and commonplace, that it truly is difficult for a company of Target’s size to find a supplier that isn’t doing something questionable. However, and this is what frustrates me most, the situation is largely being perpetuated by the Targets and Wal*Marts of the world (and the consumers that gobble up cheap goods, but I digress…). Imagine if the 100 largest retailers in the world suddenly decided not to tolerate sweat shop labor, poor working conditions, environmental destruction, or a host of other issues. Do you think they could promote change through such action?

“Target doesn’t differ from most major clothing vendors; you usually have to seek out small specialty companies to find union-made, American-made textiles. But as one of the country’s major retailers, Target is an industry leader, fostering and profiting from the U.S.’s general culture of consumerism: We buy, buy, buy at ever lower prices in a market system sustained by very low-paid, non-union workforces in impoverished countries.”

The article also raises an interesting point about the negative impact anti-Wal*Mart efforts have had. In short, as public criticism of Wal*Mart has grown and started to impact what the company does, Target (and presumably, similar companies) have quietly slipped into the resulting vacancies:

“That is what happened last fall in West St. Paul, Minn. [Wal*Mart being opposed while Target was welcomed], where a new Target reaped $731,000 in local tax breaks, while 30 miles away, Ham Lake was fighting Wal-Mart’s efforts to open a superstore. The Target in downtown Minneapolis received $68 million in public subsidies, according to the Star Tribune newspaper. In Chicago in 2004, a city-wide coalition formed to oppose two proposed Wal-Marts and the fight roiled the city council for months. Meanwhile at least three new Target stores have been built in the metro area in the last several years.”

The article does have some positive things to present about Target, namely that the company seems more charity and community-focused than Wal*Mart:

“Target does more proportionately for the community in the form of community grants and charity than Wal-Mart does, and spends considerably less boating about it. According to the company website, which says Target donates more than $2 million a week to local and national non-profit organizations. The company gives grants of $1,000 to $3,000 to community organizations, and shoppers can donate 1 percent of Target REDcard charges to a local school. The website says more than $154 million has been donated to schools since 1997. The company also runs Target House, a luxury residential facility in Memphis where families can stay while their seriously ill children are treated at a nearby medical center.

“In comparison, Wal-Mart, with revenue of $288 billion in 2005, donated $200 million (or 7/100ths of a percent) to charities and organizations in 2005, according to its web site.”

And finally, if you think there is no hope for large retailers, the article notes that at least one exists with an interest in doing the right thing:

“Even other major big box retailers have managed to pay significantly higher wages and achieve higher employee retention. The prices at Costco Wholesale Corp., the nation’s fifth largest retailer, are competitive with those at Target and Wal-Mart, but it pays full-time employees an average of around $16 an hour along with generous health benefits….Costco pulls this off by offering fewer brands of each item, keeping infrastructure costs low and forgoing advertising; and the company also benefits financially from low employee turnover.”

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Alcoa China Sustainability Report
[Source: alcoa.com]

From CSRwire:

“Alcoa (NYSE:AA) today announced that it has released its 2005 China Sustainability Report, which provides detailed insight into the environmental, social and economic achievements and challenges of Alcoa in this Asian region.”

The report is available online in PDF format: China Sustainability Report 2005[PDF, 39.6 MB]

The report is in English and Mandarin (I assume it is Mandarin — someone please correct me if that is incorrect) and touches on the environment, social factors, and economic factors. Here is an interesting clip from the report:

“Our goal is to achieve financial success, environmental excellence, and social responsibility in order to ensure long-term benefits to our shareowners, employees, customers, suppliers, and the communities where we operate.”

This is an interesting “shareholder wealth” statement as it implies that in addition to financial success, both environmental excellence and social responsibility are key to ensuring long-term benefits. In terms of corporate governance, I don’t think most companies would make that claim – either Alcoa is using buzzwords generously, or it truly believes that the combination of the three is necessary to maximize “long-term” shareholder wealth.

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Even though the marketing execs note that they could see it coming, the result is pretty ironic.

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Wal*Mart…Well, I don’t know if you can really call them “competition” per se, but Wal*Mart is making an effort to help out the little guy: Wal-Mart Offers Aid to Rivals [New York Times].

I thought this article was a great follow-on to my last post as on the one hand, it acknowledges that Wal*Mart does heavily impact small businesses in the store’s local area, and on the other hand, shows that Wal*Mart is making some kind of effort to have a positive impact.

“The giant discount retailer, under increasing assault by critics, announced a wide-ranging effort yesterday to support small businesses near its new urban stores, including the hardware stores, dress shops and bakeries with which it competes.

“Wal-Mart said it would offer those businesses financial grants, training on how to survive with Wal-Mart in town and even free advertising within a Wal-Mart store.”

Lest we think Wal*Mart is making a complete transformation, the article promptly smacks some sense into readers:

“Wal-Mart acknowledged the program was not entirely altruistic. The company is trying to open 50 stores in urban neighborhoods in the next two years, and the aid to small businesses could help build support in cities like Los Angeles and New York where it has met strong resistance.

“…At the same time, Wal-Mart will invest $500,000 in local chambers of commerce, to be used for small-business Web sites and business improvement seminars. “This is a commitment to reach beyond our stores,” Mr. Scott said.

He said Wal-Mart would not lose money on the program because urban stores were expected to attract more shoppers — and profits — than suburban and rural outlets.”

…and then we are presented with two conflicting studies which continue the good/evil debate:

“A study conducted by several economists, and presented at a conference held by Wal-Mart last fall, found that after the company’s arrival in a county, total earnings for workers, retail and nonretail, fell 2.5 percent to 4.8 percent. One reason for the decline is that Wal-Mart pressures its suppliers to cut their costs and that may lead to lower wages for the workers of suppliers.

“A different study, conducted by an economic research firm hired by Wal-Mart, found the retailer’s pricing strategy had made industries more productive, creating hundreds of thousands of jobs and increasing net consumer purchasing power by $118 billion last year, or about $401 for every American.”

The saga continues.

[Update]:
It seems Chris MacDonald (The Business Ethics Blog) and I saw the same topic this morning. He makes a great point at the end of his post so be sure to check it out as well.

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Wal*Mart and EthicsChris MacDonald from The Business Ethics Blog indicated an interest in hearing my response to the various points he cited in his March 28, 2006 post, Saying Nice Things About Wal-Mart. Having made an initial post of my own regarding how Wal*Mart’s hands may be tied in attempting to offer its employees full health care coverage, I noted in the comments that I would be happy to counter each of the items Chris highlighted.

Once I started I realized that I had a bit more to say than would be reasonable to squish into a blog post. As such, I included my response in the attached PDF:

As always, I welcome and look forward to your comments.

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I post this not because I am a staunch Apple Computer supporter, but because a very important question is raised…

Chris MacDonald, from the Business Ethics Blog, posts about Dell’s customer service and asks the following question:

“What relationship is there between Dell’s overall commitment… to ethics, on one hand, and the quality of their customer service, on the other?”

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Green Products and MarketingMarketingProfs.com has an excellent article about the state of “green” products and marketing (The Real News About Green Marketing) that I would recommend to anyone who is interested in the environment or the “green” movement in business. Here are a few short clips from the article:

“But given a brand they trust, a large and growing number of consumers, armed with the extra knowledge that it happens also to be green, will grab the eco-friendly option.

“…And there’s even better news. Many green products and technologies have improved significantly since the “crunchy” days of green marketing, and many are so improved that they are now superior to their conventional “brown” counterparts. Probably the most familiar case in point is Toyota’s hybrid, Prius, which has consumers lining up to purchase it—at a significant premium price, to boot.

…Tomorrow’s news: Those businesses that grew in the 21st century were those with an appreciation for how ‘green’ was equated with ‘superior performance’; success in the global marketplace came as a result of integrating green considerations into innovation.”

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