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The Power of Connection

The Power of Connection!

by Danny Summers

I believe the Power of Connection can mean everything! We saw first-hand what all of us being connected through The Group meant during the turbulent weeks in the spring of 2020. And even since then the Power of Connection has shown us much more. It enabled us to quickly pivot to react to the changing retail environment and needs of your Guests. It also provided results from these positive management changes through our Annual P&L Studies for both 2020 and 2021. The fact is your Power of Connection with 130+ peer Centers through The Group offers the unique resources many other Centers do not have.

The Power of Connection could also describe what we have witnessed over the past two years with so many people being drawn to the activity of gardening and having plants in their lives. Last year at The Fall Event 2021 we experienced The Nature Fix story by Florence Williams and why we all need more nature in our lives. This has not changed in 2022, even though sometimes weather restricts our opportunities. The Power of Connection with gardening and plants and their positive benefits should remain one of our primary focuses to share with everyone.

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Customers or Guests?

Customers or Guests?

by Danny Summers

In sending all Group Centers Owners a reminder for the 2022 Group Mystery Shopper Program this past week, I started thinking about the typical Mystery Shopper and all of your customers.

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COSTomer Service

COSTomer Service

by Sid Raisch

New customers have been a boon of 2020 in 2021. There are clear signs that the gain is slipping, and we need to take fast action to secure the customer. The first rule to building our business is to keep your customers (including the new ones) or it will take even more new ones to make up for those we don’t keep. By my definition, a new customer isn’t yet a real customer until they come back. They are a distinct possibility of becoming one if we handle their experience well.

Let’s pause a moment and ask ourselves, “Where have these new customers been?” That’s an important question, but one for another day. They’re here, and now we get to welcome them, integrate them, and keep their interest. Exactly how are we going to do those things? What is the plan?

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What is a Customer Worth?

What is a Customer Worth?

by Danny Summers

Several weeks ago you may remember I asked these questions:

  1. What is a Customer Worth to You (over a lifetime)?
  2. What is the cost to obtain a new customer (in dollars)?

The reason I asked was because I was reading comments from owners or managers who were having issues with seemingly unreasonable customers and it sounded like they were ready to say "Good Bye" to the customer(s). Before you ever get to the point of "firing a customer," I believe you need to have at least an idea of your answers to the above two questions. I understand sometimes you just can't please everyone and the answers to these questions can vary greatly, but this is a fundamental idea.

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