I guess it all started with my mom, a single mother raising two girls without a lot of resources, she learned to fix things. The local hardware stores, like local bookshops, were pressed to show their competitive advantages when the big box stores multiplied in towns everywhere.

Hackney Hardware in Dexter, Michigan - what a delightful experience!

Hackney Hardware in Dexter, Michigan – what a delightful experience!

Today, I love going to not just any hardware store, I love ACE Hardware stores. While in the Ann Arbor area recently, I visited Hackney ACE Hardware in Dexter Michigan. The stores are independently owned and operated and while they vary in their selection, all the ACE Hardware stores I’ve visited seem to show friendliness you can only find in a neighborhood business.

While I was walking along Main Street in Dexter, I came across a storefront with kitchen goods and toys visible from the sidewalk. Hold everything! I went in and headed right for the beautiful tabletop display. Where am I?

When I peaked around the corner, I could see I’d entered the hardware from a second entrance. I stumbled into a feature display of absorbent dish cloths. Some were imported and others were hand-crocheted with all cotton yarn. There were natural cleaning solutions for every household chore on an endocarp display. I’d never seen the brand before.

Near the cash wrap was a wall display of favorite soda pop and on the cash wrap counter was a display of Chuckles, those sugared jelly candies. How fabulous is that?!

The store was clean. The staff was friendly. The merchandise ranged from staples to wonderful discoveries. I found a few things to buy.

After my friends found me in Hackney Hardware and we were ready to press on, we walked and discovered a barber shop at the corner. The barber was inside cutting hair and talking with a few other men.

What a delightful experience on Main Street. When I’m in Dexter, I’m going back to Hackney’s Hardware.

This month we were fortunate to get to an item that’s been on our “Bucket List” for some time … visiting New Zealand. You might recall that the city of Christchurch had a nasty earthquake in 2011. Homes, churches, and businesses were severely damaged and tourism stopped.

Christchurch is on the rebound and the future now looks exciting as the city and the people have taken a mindful approach on how to rebuild.

In the meantime, the shops and restaurants are open!

Scorpio Books was among the retailers and restaurant owners to re-open after the earthquake - in a shipping container.

Scorpio Books was among the retailers and restaurant owners to re-open after the earthquake – in a shipping container.

We visited Re-START, a brilliantly conceived outdoor retail space consisting of temporary buildings made from shipping containers. When you walk into one of the shops you’d just think you were in a small space … the walls are painted, light fixtures are up, the HVAC works, and it’s business as usual.

Restaurants were serving people who were seated at bistro tables inside containers and on surrounding space.

The whole idea lends itself to authentic charm. Make lemonade out of those lemons!

Visiting Re-START is a reminder that especially after a catastrophe, we need places to gather, eat, and shop. Cafes and shops are symbols of normalcy; they are places people crave when their worlds have been turned upside down.

Small businesses have always been known for their resiliency, and the Kiwis proved that great new ideas can come from necessity.

The dream of owning a bookstore can be so strong and most people we encounter have spent years following different career paths and one day acknowledge that the bookstore dream just won’t go away.

In our years of working with people in career transitions into bookselling, we see a variety of wonderful skills and talents people have acquired. Stephanie was an attorney. Jeff was a journalist. Melissa was a CFO. James taught college literature. Rachel was a library director. Susan was an oncology nurse.

So how do you decide to make the career leap of your dreams?

Nina George's lovable main character, the owner of a book barge, refers to his bookshop as a "literary apothecary."

Nina George’s lovable main character, the owner of a book barge, refers to his bookshop as a “literary apothecary.”

I read from #Nina George’s new book, #The Little Paris Bookshop, during our most recent workshop because the gist of what makes a successful bookstore was perfectly articulated.

Jean Perdu owns a floating bookstore, a barge that travels the waterways of France. We travel along with him, encountering the various customers and learn their stories, needs, dreams, and woes. After a grandmother, mother, and girl leave the barge with their purchase and went on their way, “Perdu reflected that it was a common misconception that booksellers looked after books. They look after people.”

Smart people can learn retail management. You can’t really learn to be kind and generous.

Take inventory of your skills and look inward to identify the telling aspects of your character. If you love multi-tasking and enjoy a varied day with a mixture of conversations with people and completion of tasks, bookselling can be the right career move for you.

Bring your love for people and your interest in matching their needs and wants. But don’t minimize the importance of learning the business skills. Both are necessary.

Last week during our full week workshop, we discussed book industry trends and talked about the future of reading and interest in bookstores. In this high tech world, it seems we still thirst for something real: real conversation, real friends, real book recommendations, real books.

Silicon Valley's Face In A Book has doubled its size.

Silicon Valley’s Face In A Book has doubled its size.

One of the past Paz grads came to mind, Tina Ferguson, owner of Face In A Book in Eldorado Hills, California. Tina’s husband is a Facebook employee and as parents immersed in the technology industry, Tina acknowledged that her friends were limiting screen time and encouraging their children to have their face in a real book. Today, Tina has just expanded her store. Business is strong and she’s having a wonderful time owning a bookstore.

By the cover of the Lands’ End catalog that arrived last week, it’s not those of us in the book industry craving quality time to think and interact. The headline of the Lands’ End catalog reads, “Rule #1: unplug. There is no rule #2. QUALITY. TIME.” The image chosen for the catalog is a family gathered around a picnic table in the yard.

Today’s world is demanding. We are pulled in many directions and our gadgets demand our attention throughout the day. How nice to unplug and have an authentic experience.

Reading a book. Talking with others about books. Browsing bookstores. Those are truly authentic connections.

We celebrate each new opening of an independent bookstore. Shelf-Awareness, ABA’s Bookselling This Week, and Publishers Weekly all do a good job of announcing new store openings. It’s interesting to learn how a dream has become reality, but sometimes a single photo can tell us that we’ll soon see an announcement of the store closing.

One of the common pitfalls in opening a new bookstore is understanding the financial dynamics of a bookstore to get the business plan assumptions right. The margins in the book business are tight, and metrics, like inventory turns are essential to clarifying what sales need to be in order for the business to grow beyond break-even.

While no one wants to lose money, it’s surprising when a new bookseller will say, “I can’t afford the time” to come to a workshop to learn the business that will require thousands and thousands of dollars to launch.

Our response is, “can you afford NOT to?”

Lean inventory levels will need sluggish sales and struggle to keep the bookstore afloat.

Lean inventory levels will need sluggish sales and struggle to keep the bookstore afloat.

The photo we’re featuring has been modified to post in this blog, but it’s one of the photos that indicate the bookseller has opened on “a wing and a prayer”, driven by a dream, but uninformed and positioned for early failure.

All retail businesses are based on the buying and selling of goods. Inventory turns is a key metric that measures the productivity of our inventory. You take your inventory at its retail value and multiply it three to five times to forecast your annual sales.

The key question then becomes, “Is this enough?”

We recommend that a full and interesting selection of books and non-book items should run about $125 per square foot at its retail value, $75 per square foot at cost. The inventory in this photo appears to be at about $15 per square foot at cost.

Launching a dream for a bookstore is a wonderful contribution to community, but only if the story of this new business continues. It’s painful for everyone when a dream crashes. Those of us in the book industry want to see more success stories. The margins are tighter in the book industry than other forms of retail.  It pays to learn the complexities of the book industry and the basics of retail management before you dive right in.

Some bookstores are well worth the drive. We were having lunch with friends who were telling us about their summer travel plans when I discovered we have a habit … we can’t help but associate a city with one (or more) indie bookstores. Going to Chicago? Oh, you’ve got to visit The Book Stall at Chestnut Court and don’t forget RoscoeBooks and the new Read It & Eat. One of my book group members texted me from Jeff Kinney’s new bookstore, An Unlikely Story, and attached a photo of her husband and granddaughter.

Just what is it about these stores people rave about? The entries on Yelp are love letters. Locals are proud they have a great indie bookstore in their community. The stores are listed in travel guides.

Here’s my list of three things. There are no numbers since all of these things are important and the truly great stores are way above average on every one.

* Passion for wonderful books with strong impulses to tell others about a really great read. From product to people, this can’t help but shine through.
* A full and thought-filled selection. Show me something I’ve never seen. Surprise me. Help me find something for someone I love. Make me smile.
* Offer a warm and friendly atmosphere. From people to place, the bookstore feels good: welcoming, comfortable, peaceful, engaging.

When we’re asked to do a business valuation for an existing bookstore or potential buyer, we look at Yelp, review their social media sites, and look through the store’s website. We see the passion, sense of place, and warmth in everything they do. A bookstore destination grows out of love.

No wonder people will drive out of their way just to visit. We need these places in our lives.

While in New York City for BookExpo America, we used a window of time before the convention began to slip into the flagship Macy’s store on 34th Street. There was a cover story on “Macy’s magic” in the Delta Sky magazine and we were ready for a retail field trip.

Macy's flagship store in New York City, an American institution.

Macy’s flagship store in New York City, an American institution.

The iconic store has been featured in films and is beloved for its Thanksgiving Day parade tradition. In touring the store, it’s clear that Macy’s has embraced many traditions while keeping the store fresh and exciting.

For booksellers and all retailers, Macy’s is a model. Here are a few of the lessons we took away:

Keep Building On Your Reputation
Macy’s has been the fabric of New York City and is known throughout the world. The windows are kept fresh and interesting. Displays are constantly changing. The staff is friendly, happy, and helpful. The old creaky escalators still take you floor to floor. Their signature event remains the anchor of their marketing plan.

Cater to Your Customer
We walked by the kids shoe department and saw the adjacent display of skate boards in really cool colors, stacked up high ready for loads of summer fun. Macy’s knows people stay for hours and hours, so they’ve added food and beverage service in strategic places. Macy’s understands many of their customers are tourists. Near one of the main restaurants is a display of Macy’s branded merchandise, from dog bowls to t-shirts and tote bags that connect their logo with artwork they commissioned.

Create a Delightful Escape
The store is a destination. It sparkles. It smells good. There are beautiful displays everywhere you look. The graphics make the store feel alive with real people. Signage helps you find things. It’s a happy place. You can Macy’s online, but if you can, you want to go into the store.

In today’s retail, most department stores have had a tough time competing with online shopping. Not Macy’s. They embrace the art and science of retail and have created an American institution.

Listen to National Public Radio and you never quite know how your life might be affected. This week Diane Rehm interviewed Mattieu Ricard, author of Altruism: the Power of Compassion to Change Yourself and the World and what lingered for me was the value meditation has in changing anything.

Mattieu Ricard, author of Altruism, says change begins with our thoughts and leads to new mindfulness and way of being

Mattieu Ricard, author of Altruism, says change begins with us

During the conversation, Mr. Ricard noted the link between meditation and our neurological wiring. A commitment to thinking differently, and using meditation as our dedication to the effort, can bring amazing results.

In our work with bookstore turn-arounds, it’s become clear that the obstacles to turning financial losses to business sustainability are deeply rooted negative beliefs, mostly about money, profits, greed and business. Lump them all together in a negative light, and we limit our capacity to create a healthy business.

Here are some positive beliefs that can help guide daily activities in creating a sustainable business:

* My awareness will help guide a positive outcome.
* I seek to learn how to prioritize my work so that I give the bookstore the best and most important things it needs.
* My ongoing learning will help me broaden my awareness and strengthen my ability to lead the business.
* If I want a different outcome, I am willing to rethink my routines.
* Our profits indicate that we are making magical connections with our customers; that they choose to buy from us confirms when we are paying attention and making wise choices.
* I am part of the business community that values people. Our presence provides healthy places to work and honors reading and lifelong learning.
* Our profits are what allows us to continue to contribute to a healthy local economy.

We often refer to the “Art and Science of Bookselling” because both are necessary for sustainability. For some, the art comes easy and the science, not so much. Expanding our insights and learning skills begins with mindfulness and openness.

I am fascinated with the Every Door Direct tool developed by the U.S. Postal Service. Designed for use by small businesses for planning door-to-door marketing, it turns out this is quite a valuable resource for prospective business owners.

very Door Direct Mail allows you to analyze your market by postal carrier route

Analyze your market by postal carrier route for detailed information on neighborhoods within a community

Here’s how it works … Go to the home page at https://EDDM.usps.com and enter a zip code you want to explore. Using the menu options below (Route & Residential), refine your search. Use your mouse to hover over different carrier routes and you’ll see demographic data appear on the screen describing who lives there.

This resource is perfect for:
Obtaining much more detailed demographics than by zip code or market analysis that takes a random 1, 3, and 5 mile radius around a particular address

Identifying neighborhoods and even streets that would be best for your new business

Collecting data for your business

Gathering marketing information to use later as you target your promotions

And, it’s free and available to you right now.

If you’re a visual person like me, it’s great to see the map, clip and save sections, and use the tables to choose the routes and tabulate population totals.

Market research has never been this fast, easy, or valuable.

Author Mary Oliver is quoted, “Tell me, what is it you plan to do with your one wild and precious life?” We read this quote at the close of the full-week workshop retreat.

30418757.thmAll decisions of importance really come down to this, don’t they? We have this one life. What will make us happy, feeling fulfilled, believing at the end that we’ve contributed in some way and enjoyed our time on earth.

Everyone who joins us for retail management training has this in come … the love of reading, appreciation for ideas, and a desire for meaningful work. Ninety-nine percent do not have a bookselling background. Most people who join the book business don’t have retail background either and some have limited business experience. It begins with the passion and can develop from there.

Entrepreneurship requires that we honor the deep longing, learn from those who are successful, develop our own vision, and deliver it all with passion and connection.