The Elephants in the Room: Lockdowns, Supply-Chain Issues, Inflation

I’ve decided I’m going to teach a new business class: Dealing with Circumstances Beyond Our Control. Yup, that’s the plan.

Though it’s taken me 35 years, I have officially passed all the qualifying tests, and I have received my master’s degree in “Duck and Cover.” Unfortunately, it has left a few questions unanswered, so I have already signed up for doctoral classes because, as a small business owner, I have no choice.

So, here’s a little bit more information about Dealing with Circumstances Beyond Our Control. My original intention was to teach this as a business class to any businesspersons who can’t catch their breath because there is a 10-ton elephant sitting on their chest. But, because of demand from everyone I have ever met, I have had to expand the idea. I’m now considering doing a class for parents, music students, and one for business friends who also can’t catch a break.

Oh, wait a minute! That’s everybody.

Just as I completed the agenda for my students and parents’ class, an onslaught of teaching professionals began flooding my cell phone with calls asking for advice. It’s not too shocking that local musicians may choose to broaden their perspective, but every professional I know has begun to question their sanity and sea legs. Why, you may ask? Well, the answer is easy. There are so many elephants in the room that we can’t breathe.

Don’t get me wrong; like every other small business owner, I am used to having an elephant on my chest. I mean, after a while I’m like, “Yeah, don’t mind him. That’s just my elephant.” Of course, novice business owners freak when they see the elephant and the whole herd of elephants that’s now in the room. So, like any good business owner, I try to explain them away. I’ll get a question like…

New Business-Person: Is this your first elephant experience?

Me: No, no, no. As a small business owner, I’ve had an elephant sitting on my chest since day one. 35 years total, to be exact.

NBP: Wow! What’s your elephant’s name?

Me: This guy? His name is Inflation.

NBP: Oh, wow, so you have had more elephants?

Me: Sure. That one sleeping in the corner (don’t wake him) is COVID. We finally got him to lay down, and that’s when Inflation hopped on my chest. In between, I had the elephant Supply Chain Issues on my chest for a while, and he is still over there in the corner.

NBP: How many elephants in total do you have?

Me: Well, there are always elephants, but the past few years the number of elephants has been a bit more extraordinary. There was COVID-19, economic shutdowns, closures of music performance venues, riots, health precautions, school board issues, school closures, supply chain issues – and if all those weren’t enough, now there’s a challenging world stage, and aggressive inflation. So yeah, it’s pretty crowded in this room and there are a ton of elephants. No pun intended.

In all seriousness… the number of issues we as small business-people face right now is formidable, and there isn’t much relief in sight. So, what are some good solutions?

Better programs is a good place to start. But don’t launch just any program. Launch unique programs. Launch programs that have some backbone and merit. Launch programs that have room to root and grow. Think long-term solutions.

Another idea is outreach. Instead of waiting for the customer to come to you, go to the customer. But don’t go with an apologetic tone – go with something fun. Come up with an idea that will enhance your relationship with the customer – an idea that’s intriguing, something that offers value, and experience. Reach out with an idea that enriches them. Remember they have an elephant on their chest, too.

A very simple shift you can incorporate is to remind your staff to be engaging. It is a lost art form, and I promise you it will come back in vogue, so why not be early to the trend?

Here’s a thought: put a smile on your service. Perhaps incorporate a phone call along with your email, letting customers know their repair is finished. You may get a voice mail, but you also may get a chance to interact with a person and add your personal touch. 

In Closing

It’s a time when everyone is frustrated, so why not start with the understanding that inflation affects everybody. The best way to counteract inflation is to find subtle ways to add value to your customers’ experience.

And here’s one important last thought: Value is a currency of experience – not just money. There is little that is a more effective currency than that. And in a time of inflation, what could be better than additional currency?