Inspiration

Inspiration can be a fickle thing. If you ever decide to write a blog, inspiration may be the key ingredient for success. Without it, you simply have nothing to write about. That's kid of the spot I am in now. I really want to write about skiing. I suppose that is because I really want to GO skiing. I really want to go skiing because I really like to ski. And I have not skied much this year. And I know the skiing has been fantastic this year. And I know this because you folks tell me on a daily basis what you experienced the day before on the slopes.

Ideally I like to be able to say "yeah, I know, I was up there too, and it was awesome". I haven't got to say that much this year. Bummer...

So I was thinking that every year is a good ski year for me. If I don't ski it is simply because I am too busy at work. That means the register is clicking, and the deposits at night are a bit heavier. If business is slow, I get to ski a lot. So I cannot lose either way, right? Yeah, keep telling yourself that Greg!

Typically I get 40-50 days of skiing in each year. Less than a ski bum, but more than most recreational skiers. Actually pretty good for a person that only takes off one day a week during ski season. I had made myself a deal early on in this business that I would shoot for 40 days a year. If I didn't ski that much, maybe I should get out of the business. It would mean I was either burnt out on skiing or too busy at work to ski. If I was working so much I could not ski, then I should maybe be too busy in a vocation where I could make more money working that amount. Sounds right, don't you think?

Well this year I may not make it. I am about ten ski days behind where I would normally be. In the spring I leave on a three month trip. The departure date is May 4th. We may be open through that date so I may not even be the one to put the sheet across the door indicating that we are closed for the season. That would be a first!

After we close seasonally, I have traditionally taken the staff skiing for a week or so at Mammoth or Mt. Bachelor. Some years this week puts me over the 40 day mark. One year it took a trip to Chili to push me over the magic number. Or maybe I already had over 40 days but just wanted a few more. I cannot remember ; ).

This year I will miss the spring trip. I will also not be going to the southern hemisphere. I may fall short of my goal. Should I fret over this? Well, I don't think so. If I do fret I think I will be compromising my ski year in a different way. I also realize that it would not be due to lack of desire. On top of that, I can average it out with next year and use that as a goal to ski a ton next year. Yeah, that's it! 60 days next year!

So, I have been trying to get to Utah, even if only for a day or two. That would double my days for the year. I have people there I want to ski with, and the window to get there is closing for an opportunity to do that this month. I will still get to Salt Lake a few times later in the season, but I want to get in a trip right now. My chances are a bit slim, but I could really use it, and will be a bit bitter if I cannot figure out a way to do it. To Peter and the others I would like to come ski with, please know I am trying!

If I don't make it this week, I have the national trade show to go to next week in Denver (see the Jan 17th 2010 blog entry for more about the show). Before then I need to catch up on a lot of business analysis. I am usually able to spout off percentages of growth (or decline) in every category on a month to month basis. This year I have no idea. If it doesn't involve having the store open and staffed and giving my customers the best possible experience each day, I haven't really had time to do it. Business analysis is one of the things that has had to suffer. On the other hand I have a hunch that I will like what I see overall. It has just been that kind of year.

So now I leave you to head in to the shop. If I have enough energy after we close at 8 o'clock, and there is not too much boot work to do before tomorrow, I may be able to run some reports. I hope so. I also hope not. I hope it is busy as all get out like most days. Bring it on!

So with the topic of inspiration as a theme for todays entry. I say to you, be inspired today. Be inspired to ski. Be inspired in your work and play. Shoot for all the great days you can. And make the best use of EVERY day!

A Crowded House

Well, it does not get any better than this from a retailers point of view right? We just had the biggest month in gross sales in the history of the business. The weather has been perfect to drive sales and fun on the slopes. I am employing more people in a rough economy. I lucked into having a huge staff ready when the rush hit this fall. I am also lucky to have such a talented and fun staff in general. Everything came together to have record sales.

Yet it has not been a very satisfying month for me. I make a living doing retail the way I think it should be done. Outstanding customer service and product knowledge. A staff that has a very high level of competency in all ways. A reputation earned from years of doing it right.

And I am proud of my staff for being all of what I describe above. Yet we failed some customers this last month. Screw ups happened that normally don't. We had paperwork that disappeared. We screwed up two binding mounts. We had a handful of customers come to pick up skis that weren't ready. We had two Yelp reviews that were from dissatisfied customers.

This is typically a years worth of foul-ups. We are human, so a screw up here and there is expected. To have all this happen in one month is distressing. I could explain it by stating the facts. We had less room to work in the back with all the work coming in. Our ski tech Martin worked every day that he did not race, plus had full time assistance just to get it done, so he was always having to hurry. To process twice as many tunes, waxes and the like in the same space is tough. Where do you put all the skis? And finding them to deliver upon the pick up day is harder too. Now, it is one of the hundred skis in the bursting at the seams racks, instead of one of the fifty. Mounts were done by John, myself, and others after hours just to keep up. An employee working at midnight on their twenty fifth day of work straight means less attention to detail. It is hard to manage boot fitting customers when we have five fitters working and have to try to fairly fit in five people waiting to ensure they get helped in a fair and orderly way. It is hard to really assist a customer buying a helmet well when each sales staffer has 6-8 customers to deal with at a given time. I could go on and on...

So it was an awesome sales month, and we should be happy about that. And yet it is the two yelp reviews, the messed up labor, and the customers complaining that sticks in my mind. I know each one of them by heart. I have agonized about them at night in bed. I have vowed to get better at this business.

Some compromises must be made in business. If I hire and train earlier, I have a massive payroll to maintain waiting for snow that may not happen until after Christmas. This could mean a year with no profits. If I wait too long to hire and train, the snow starts before training is complete. This is a decision that when made is certainly a guess. Without a crystal ball, I have a slim chance of hitting it perfect. Space to handle the volume of December is tough too. To have the set up needed for December to be smooth and uncrowded means 1000+ more square feet of sales floor, and that means paying even more rent in the summer when we are closed. These are tough choices, and I would maintain that we are basically doing the right things as best we can. But we can improve. Organizational systems can be improved. Before and after hours shifts to clean and restock can be added. I see many possible improvements.

Meanwhile, I don't want to dwell on the past too much. I need to try to make January as successful as December from a business standpoint. I need to try to give the staff some relief as they are fried. I need to try to ski a bit! And I better get moving right now as I need to get in early to close the books on December and 2010.

In 2011 we will be even better! Happy New Year!