Being in business with your family can bring lots of rewards, including financial security and personal pleasure in working with people you know well and love. But it can also be the source of misunderstanding, antagonism and painful conflict. The show looks at common causes of conflict in family businesses and how that conflict can be resolved and even prevented.
The program focuses on Zingerman’s Community of Businesses and its philosophies and Customer Complaint Process. The businesses include the original business, Zingerman’s Delicatessen, plus Zingerman’s Bakehouse, Creamery, Catering, Mail Order, ZingTrain, Coffee Company, Roadhouse Restaurant, Candy Manufactory and the newest business—Events at Cornman Farms. Zingerman’s produces and sells all sorts of full flavored, traditional foods in its home of Ann Arbor, Michigan to the tune of $50,000,000 a year in annual sales. Effectively managing conflict has allowed Zingerman’s to grow from 2 employees to 700 over 33 years. Like Apple Computers, Zingerman’s delights its customers with its food and its customer relations. It has also been lauded by President Obama and others for its employee support, including its fair base salary, hours and benefits. Zingerman’s philosophy of Servant Leadership, Energy Management, Going Direct and Handling Customer Complaints is at the core of its popularity and success.
Mystery shopping can help companies avoid conflict – and negative customer experiences – before it becomes an issue. If you’ve ever found yourself wondering if mystery shopping is too good to be true, join us in a discussion with Rich Bradley, MSPA-NA Board President to learn the facts. Rich Bradley will explain what mystery shopping is, what it is not, how to avoid scams, and how a business can benefit from measuring their customer experience.
Disputes have existed as long as there have been people. Ways to resolve disputes have also existed just as long. But now, technology has made some of the oldest ways to resolve disputes new again and better than ever! Now you can settle differences with other people or businesses without ever leaving your home, office or business.
Family businesses are the backbone of many world economies. In the US, family businesses employ nearly 63% of the workforce and contribute 57% of GDP. They are also responsible for nearly 78% of new job creation. It is highly likely that many people listening may be part of a family business or will be working for a family enterprise of some description. There are some good reasons why they contribute so much and that creates special conditions, challenges and characteristics which makes mediation very effective in ensuring the ‘specialness’ is not consumed by disputes. In this program, Amanda Bucklow will discuss what that specialness is, how to identify the early warning signs for emerging problems and what you can do about them, wherever you are in the ‘business’.
Customers and traders have much more balanced relationship now than in the past, due to the role of social media and customer reviews. The key role of online social media forces traders to actively engage in partner dialogue with their customers. Customers will have more significant role also in resolving customer complains. How? Listen to our broadcast.
Family businesses move through many transitions as they grow from Founders to much larger family enterprise systems. The components of this shift include among others: a range of family dynamics issues that can de-rail business or families, clarifying roles, committing to various business competencies, reaching agreements about reasonable expectations, building solid governance structures and creating a solid plan for continuity. Most of the critical landscape issues get caught within the porous boundary between family and business, are places where history and differences are triggers for behaviors and require everyone to gain an ability to engage in thoughtful and constructive conversations, meetings and retreats. In our time together, we will explore some of the differences that can create conflict, and some principles that help family business owners stay with the task of continuing legacy.
Family businesses are unique and complex differing in many ways from non-family businesses. For those family businesses preparing for the next generation to transition and succeed, they need to expect all kinds of issues to arise that can cause conflict. Family members have questions and expectations: who is moving out? Moving in? Moving aside? The new generation has ideas and strategies which could very well be different from how Grandpa used to do it. Succession planning is key to this transition process. Change does not happen over night. Support from family business experts can frequently facilitate the way to a productive succession.
As a consumer of products and services, we can find ourselves quickly in a dispute with a business. Maybe the business promised they would have those granite counter tops in black delivered and installed within 2 weeks. When the company shows up, those counter tops are red granite clashing with your sleek black appliances. When consumers find themselves in a dispute with a business, where can they go to get their dispute resolved? In our show, When Businesses and Consumers Collide, listeners will learn about the Better Business Bureau’s conflict resolution services and how they can help with business to business or business to consumer disputes.
Joining me is Erin Dufner, the Senior Vice President of Communications and Operations for BBB Serving Central, Coastal, Southwest Texas and the Permian Basin. She is passionate and enthusiastic about communicating BBB’s brand promise of delivering trust through internal and external communications to consumers, BBB Accredited Businesses, media and BBB staff. Erin was born and raised in Southern California and began her career at BBB in 1996.
As a business are you engaging in SMART conflict management and dispute resolution? Embrace conflict on the road to greater profitability and improve relationships with employees, customers and vendors. Let’s explore how intelligently managing conflicts with your key stakeholders can improve your bottom line and performance.