My Great American Cookie Story
The idea to start a cookie business came from a most unlikely place. While visiting San Diego for a clothing show, I went to the local mall. There I saw a cookie store packed with customers in the middle of…
How Do You Respond to the Unexpected?
Your response to the unexpected can be the difference between success and failure. Regardless of how well you prepare, you will be confronted with uncertainty, failure, and plenty of surprises. When I told my brother, Gerry, that I was going…
Why you should build a clear mission and vision statement
Have a clear mission and vision statement, and make sure your team is fully committed to it If your associates cannot explain the importance of your company’s mission and why it resonates with customers, you have some work to do.…
Customer Service in the Digital Age
Even in a digital age, customers respond to, respect, and remember the personal touch. Technology is one of the most effective ways to reach customers. If used wisely, it can replicate the warmth of face-to-face contact that has defined exemplary…
Know what you don’t know and surround yourself with people from whom you can learn
People's Point of View Some people are intimidated by working or associating with someone more capable or knowledgeable than they are. Others thrive on building relationships with those who have complementary skill sets and conflicting points of view. I made some…
Supporting Pets and Their People with PAWS of Jackson Hole
This pandemic is impacting everyone. With many out of work and struggling to pay bills, people are forced to make difficult decisions about care for their pets. But during these trying times, there are still great stories of giving. My wife, Donna…
Take Risks Early in Your Career
When I was 22 years old, I struck up a conversation with a businessman on a flight from New York to Detroit. As we made our initial descent to the airport, I asked him what kind of advice he would…
Associate Only With People of Integrity
Michael Coles at Dorwins in Miami Beach Those without integrity will undermine your best efforts, diminish your effectiveness, and poison your company. To be that person of integrity, speak honestly, directly, and respectfully to everyone in your life and in your…
Find a mentor to guide your career. When you make your mark, become one.
Lessons from Mentors I was lucky as a teenager to have found a mentor in Irving Settler. He taught me nearly everything I know about retail. I would not have been successful had he not been so hard on me or invested…