THE VOLUME 3, NUMBER 1 VOICEWWW.ALABAMARETAIL.ORGVOICE INSIDE THIS ISSUE: ■ ALABAMA GROUP PLANS From the President LIVING WAGE REPORT ■ Stallworth Joins ARA as Alison Wingate, Director of Governmental and Public Affairs Legislative Liaison new group has been formed in insurance and paid vacation), labor rela- Alabama to study the need for a tions, and hiring practices. ■ ARA Board of Directors A living wage in the state. The Living wages actually impose more costly Alabama Appleseed Center for Law and than necessary employment arrangements, ■ Justice was founded several years ago and thereby reducing the amount of public serv- New Members has a very prominent Board of Directors ice that can be provided. Living wage ordi- including former Governor Albert Brewer nances discriminate by giving certain and C. C. Torbert, Jr., former Chief Justice employees economic privileges that are not of the Alabama Supreme Court. Many provided to other workers. Artificially high Appleseed board members are attorneys labor rates mandated by living wage ordi- with the state’s largest and most conserva- nances are paid for by the very workers tive law firms. against whom such ordinances discriminate, Alabama Appleseed plans to release a through higher taxes and lower levels of report this month on the need for a living service. wage in the state. A living wage law or ordi- Many economists believe that both min- nance requires employers to pay wages that imum wage laws and living wage ordinances are above federal or state minimum wage are flawed economic and social tools. But levels. When the living wage idea first sur- living wage ordinances are by far the most faced, only workers employed by businesses inappropriate. Despite the jobs and oppor- that have a contract with a city or county tunities that minimum wage laws destroy, at government or those least minimum wage who receive economic laws do not single out a development subsidies Living wage ordinances particular class of work- from a locality were cov- ers for higher compensa- ered. The rationale discriminate by giving tion than others. The THE OFFICIAL behind the ordinances certain employees principle of a minimum was that city and county wage is that all employ- PUBLICATION OF THE governments should not economic privileges ees shall be paid no less ALABAMA RETAIL contract with or subsi- that are not provided than a statutorily estab- ASSOCIATION dize employers who pay lished amount. The poverty-level wages. to other workers. principle of a living wage Since then, several local ordinance is that some THE VOICE ordinances have been proposed to require employees shall be paid no less than a statu- of Retailing in Alabama that a living wage be paid to all employees tory amount, which is more than that man- by all employers. dated for other employees. Living wage ordi- The living wage level is usually the wage nances discriminate against the vast majori- a full-time worker would need to earn to ty of workers to provide benefits to a privi- support a family above federal poverty line, leged few. ranging from 100% to 130% of the pover- Alabama Appleseed is also interested in ty measurement. The wage rates specified non-partisan elections for statewide judicial by living wage ordinances range from a low seats and bringing payday loan companies of $6.25 in Milwaukee to a high of $12 in under the State Banking Department’s Ala- Santa Cruz. In addition to setting wage bama Small Loan Act. With the people and levels, many ordinances also have provi- firms represented in this group, ARA will sions regarding benefits (such as health keep a close eye on Appleseed’s activities.
1 The Voice ~ WINTER 2003 THE VOICE FROMFROM THETHE PRESIDENTPRESIDENT THE VOICE OF CHARLES McDONALD RETAILING IN ALABAMA VOLUME 3, NUMBER 1 FIRST QUARTER he Legislature and Governor were move to the land given a challenge by ARA of results for the PUBLISHER: CHARLES MCDONALD T Chairman Bud Kitchin at our betterment of our EDITOR: recent Board of Directors’ meeting. He state. We need ALISON WINGATE quoted Mark Burnett, founder of the Eco- trailblazing lead- 2002-2004 ARA OFFICERS Challenge: ership to step for- IMMEDIATE PAST CHAIRMAN: ward and say “Band-aids no more – let’s fix RODNEY BARSTEIN The temptation when the path to success gets Simply Fashion Stores, Ltd., Birmingham Alabama!” too bumpy is to leap back into the comfort CHAIRMAN: The Legislature needs to join Governor CLAUDE “BUD” KITCHIN IV zone. Don't. Keep pushing forward, always Kitchin’s Department Stores Anniston Riley in the pledge he made during his inau- forward. The comfort zone is the land of VICE CHAIRMAN: gural address: JERRY BEASLEY dreams and wishes. Success is the land of Beasley Honda, Ozark results, where all those dreams come true. I will always endeavor to do what I believe PRESIDENT: is in the best interest of Alabama, without CHARLES MCDONALD The new Legislature convenes on March Montgomery regard to the political or personal conse- 4. They will be faced with a financial crisis, VICE PRESIDENT: quences. I am here to serve you, not me. RICHARD E. BROWN, JR. the likes of which not seen in modern times. Montgomery The ones who will earn their place in history If only we could find more willing to also TREASURER: BOB QUERY are those willing to leave their comfort zone, make this promise, Alabama could be fun- Montgomery to place their political futures aside and damentally changed forever. SECRETARY: VIRGIE TODD Montgomery 2000-2002 ARC OFFICERS CHAIRMAN: STALLWORTH JOINS ALABAMA RETAIL JAMES ROTENSTREICH JHF Holdings, Inc., Birmingham ASSOCIATION AS LEGISLATIVE LIAISON TRUSTEES: JERRY BEASLEY ONTGOMERY, AL – The Legislative Liaison for the upcoming leg- Beasley Honda, Ozark Alabama Retail Association islative session. Her duties will include DARRELL BOURNE is pleased to announce that working with the Alabama State Ragland Bros. Retail Cos., Inc., Huntsville M Melinda Stallworth has joined the staff as Legislature and regulatory agencies on DAN EDGAR Edgar’s Foodland, Inc., Eutaw issues impacting retailing. BUD SKINNER Stallworth comes to the ARA from the Jubilee Seafood, Montgomery Siegelman administration where she JIMMY SMITH Jimmy Smith Jewelers, Decatur served as Legislative Liaison. She former- WILLIAM “BILL” WAGNER ly served as an Alabama Law Institute The Athlete’s Foot, Tuscaloosa Intern with the Lieutenant Governor’s and FUND ADMINISTRATOR: the Attorney General’s offices. She is a RICHARD E. BROWN, JR. member of the National Political Science Montgomery Honor Society, National Honor Society THE VOICE is the official publication of the Alabama Retail Association, 7265 Halcyon Summit Drive, Mont- for Public Affairs and Administration, gomery, Alabama 36117. Telephone (334) 263-5757; FAX (334) 262-3991. American Society for Public THE VOICE is published four times a year, quarterly. Views and conclusions expressed in articles herein are Administration and Alabama Political those of the authors, not necessarily those of the editors or officers of the Alabama Retail Association. Opinions Science Association. Stallworth received expressed in this magazine do not necessarily reflect the policies of the Alabama Retail Association. her Bachelor’s degree in Political Science Advertising: Inquiries should be directed to the Alabama Retail Association. Rates will be furnished on request. The from Alabama State University and will Alabama Retail Association reserves the right to omit any advertising or editorial copy deemed to be unsuitable for complete her Master’s degree in Public publication. Publication herein does not necessarily imply endorsement of any product or service offered. Administration from Auburn University – Postmaster: Send address changes to THE VOICE, P. O. Box 240669, Montgomery, Alabama 36124. Melinda Stallworth Montgomery in May, 2003.
The Voice ~ WINTER 2003 2 WAYS TO DO IT. . . RETAILERS, SHOW YOUR CUSTOMERS 25 JUST HOW MUCH YOU VALUE THEM By Ed Rigsbee, CSP they received the value they expected when name. If this is not appropriate or possi- they shopped your store. Does this sound ble, then refer to them formally (Mr., t was October 6, 1727 that Alexander like dollars in the register? It sure does. Mrs., Ms., etc.). While it may sound Pope wrote in a letter to John Gray, In order to deliver on a greater number simple, watch their facial expressions I“Blessed is he who expects nothing, for of your customers’ expectations consider when you do this. he shall never be disappointed.” Does this incorporating as many of the below listed 3. Keep your store bright and well lighted. resonate for you, with truth and reality, as ideas into your daily offering as possible. This gives a better feeling. to the expectations of today’s consumers? Then, watch good things happen. Unfortunately, it does. But today, con- 4. Keep your store clean and orderly— 1. Greet each customer within 30 seconds sumers have more choice than ever before make it easy for them to find reasons to from the time they enter your store. in the history of civilization as to where and give you their money. No matter how busy or short-handed how they will acquire what they want. Big you are. 5. Have a water dispenser and disposable boxes, walk-in specialty stores, drive-up glasses. stores and in-home purchasing—television 2. Show respect by using your customer's shopping networks, mail order and internet- name. If appropriate, use their first Continued on page 4 based electronic ordering. For today’s specialty brick and mortar retailer, one that desires to compete with the national big boxes, the most important activity is delivering value to their cus- tomers. One of the important ways to do this is by subscribing to the philosophy: Our customer’s have earned the right to our respect simply by walking through our door! This simple rule can mean the difference between mere existence and a success enter- prise. If you personally have an emotional ownership in this simple belief, and show it in word and deed, your staff will have it too. Then, you can watch your sales increase year after year. Sure, there is more to running a successful business than that. But, with all things being equal, the mer- chant that follows this rule will do exceed- ingly better than the one that does not. The following is an example of how not to deliver value—one that you have most likely experienced yourself. You go out for a nice meal and your expectation is that of service and elegance. Do you want some smart-ass server delivering poor service, or even worse, trying to make you look bad in front of your dining partner? Of course you wouldn’t. So why in the world would you allow the same kind of situation to occur in your store, or any business for that matter? When your customers feel really good about visiting your store they will come back repeatedly and urge that their friends do the same. This is because they believe
3 The Voice ~ WINTER 2003 Retailers, Show Your Customers sooth your customers' tensions. Relaxed opportunity to complete customer satis- Just How Much You Value Them – people buy more. faction surveys. Also, consider product mix/offer satisfaction surveys. (Share 25 Ways To Do It 9. Have a "new arrival" section so your this information with your suppliers customers will know what is new and it Continued on page 4 and ask them to consider new offer- will also create interest in the new stuff. ings.) 6. Keep freshly brewed coffee and hot 10. Smile, but please do not offer the slick water for tea available for your cus- 14. Do weekly customer drawings for free “used car salesman” smiles, but rather tomers during business hours. stuff your manufacturers and their sales- the warm, sincere and friendly kind. people give you. Do you really need 7. Have donuts or cookies available in the 11. Do things free, like the idea behind the another coffee mug, hat or T-shirt? morning for your customers. My baker’s dozen. Offer an "off the wall" drycleaner always has donut holes and 15. Offer valet parking, hire a high school service your customers value but would coffee for me (and everyone else) in the age person to be your valet, they could not generally expect your kind of store. morning; it's a nice touch. use the job and your customers will feel 12. Say, "Thank You" as often as you can. very special. 8. Music, not acid rock or elevator music, but something in the middle, or jazz will 13. Regularly give your customers the 16. Hire people to work in your store that exhibit a “can do” attitude. 17. Select and train your help well. Generally, attractive, neat and friendly workers that have good product knowl- edge make customers feel special. 18. The Value Equation: Good quality stuff, at fair prices and offered with exceptional service. 19. Be in stock. Most people hate it when you do not have what they want—and tend to go elsewhere—giving your com- petition the opportunity to edge you out as the merchant of choice in the mind of that customer. Have what they need, when they need it and they'll love you for it. (Surveys also help.) 20. Efficiency is important. Be sure your systems are not counter-productive to allowing your customers to make their purchases in a timely manner. Customers get angered very quickly when they have to needlessly stand in line. This is especially true when there is a long check out line and "other" employees are just standing around and doing things other than serving cus- tomers. 21. A logical store layout that allows your customers to more easily find things always makes them feel better about your store. 22. Make your store "user friendly" in every possible sense. Consider store operating hours, layout, policies, etc. 23. Entertainment is always a winner. Frequently, sporting goods retailers will have sports videos showing on a large screen monitor. Even many of the Continued on page 5
The Voice ~ WINTER 2003 4 United States Postal Service offices ALABAMA RETAIL ASSOCIATION BOARD OF DIRECTORS have gotten into the act with televi- sion monitors visible while customers CHAIRMAN VICE CHAIRMEN are waiting in line. Some of their pro- CLAUDE KITCHIN IV DARRELL BOURNE gramming is even interesting. What Kitchin’s, Anniston Ragland Borthers Retail Co., Inc., can you offer your customers in the VICE CHAIRMAN Huntsville way of entertainment? JERRY BEASLEY, Beasley Honda, Ozark KEN HUBBARD 24. The smell of a fresh bakery is always PRESIDENT Western Supermarkets, Birmingham inviting, just ask Mrs. Fields. Bake chocolate chip cookies, or something CHARLES MCDONALD, Montgomery MELISSA PARKER PAUL else that smells wonderful, in the TREASURER Yancey Parker’s store. Perhaps try using a small ROBERT QUERY, Consultant, Montgomery IMMEDIATE PAST CHAIRMAN portable convection oven as they work SECRETARY RODNEY BARSTEIN quite well for this purpose. VIRGIE TODD, Montgomery Simply Fashion Stores, Ltd., Birmingham 25. Reward customer loyalty. Introductory offers stink. They indicate to loyal DIRECTORS customers that they do not matter to you any more. Do good things for BOB AKERS J. BRUCE JONES loyal customers. Remember, you do Davis Printing Co., Inc., Montgomery Alabama Power Company, Birmingham not own them. Any time they want, WOGAN BADCOCK, III MICHAEL LEAHY they can shop somewhere else. W. S. Badcock Corporation, Mulberry, FL Sears, Roebuck and Co., Birmingham If you can, stretch your brain muscles CHRIS BIRDSONG NYYA PARSON daily by asking yourself, “What else can I Premiere Entertainment, LLC, Montgomery do to make my customers feel really good Wal-Mart Stores, Inc., Tuscaloosa FRANK BLANKENSHIP about frequenting your store?” Also ask, IRVINE PORTER Sears, Roebuck and Company, Birmingham “What else can I do to set apart my store CVS Pharmacy, Bessemer from the Nationals?” Put your answers R. MICHAEL CONLEY into action and watch your business pros- Bruno’s, Inc., Birmingham ROBERT A. ROBICHEAUX per. University of Alabama, Tuscaloosa BILL DRINKARD ______Drinkard Development, Inc., Cullman FRED ROTH Ed Rigsbee, CSP is the author of three business Kmart Corporation, Birmingham BOBBY EFURD relationship books: PartnerShift—How To Profit Efurd & Sons, Inc., Cowarts From the Partnering Trend, Developing Strategic ROSS RYALS Alliances and The Art of Partnering. He has over LARRY JONES Collegiate Bookstores, Inc., Montgomery 600 published articles to his credit and is a reg- Associated Credit Bureaus of Alabama, WALTER SCOTT ular keynote presenter at corporate and trade Huntsville Saks, Inc., Birmingham association conferences across North America. DAVID KAHN JIMMY RAY SMITH Rigsbee can be reached at 800-839-1520 or Blockbuster Video, Birmingham [email protected]. For additional related Jimmy Smith Jewelers, Decatur J. FORD LAUMER information, visit his Partnering University DENNIS STEWART Web Site at www.rigsbee.com Auburn University, Auburn Piggly Wiggly Alabama Distributing Co.,
5 The Voice ~ WINTER 2003 WELCOME NEW MEMBERS
Abbott Systems, Inc...... Daphne Associates, P.C...... Birmingham Alabama, Inc...... Birmingham Abernathy & Britton, PC ...... Alexander City BMJ, Inc...... Hoover Derril's Transmission, Inc...... Athens Absco Fireplaces, Inc...... Birmingham Bowden, LLC ...... Mobile Diagnostic Physicians Group, PC ...... Mobile A-Cool Self Storage...... Mobile Brass Hardware, Inc...... Montgomery Diane's Formal Affair, Inc...... Jasper Adams Pharmacy & Home Care ...... Opelika Brenda J. Morrison, CPA, P.C...... Huntsville Ding How Seafood Chinese Restaurant . Prattville ADS Programming Services, Inc...... Decatur Brogdon And Owens, Inc...... Anniston Direcmanagement, Inc...... Mobile Alabama Bolt & Supply, Inc...... Montgomery Business Telephone Systems, Inc. . . . . Homewood Directional Publishing, Inc...... Birmingham Alabama Family Medicine PC...... Alabaster Cafe 615 ...... Mobile Discount Furniture World ...... Guntersville Alabama Gastroenterology Cahaba Enterprises, LLC...... Birmingham Dixie Amusement Company...... Dothan Associates, P.C...... Birmingham Central Baldwin Dental Center, P.C. . Roberstdale Domino's Pizza ...... Montgomery Alabama Kidney Foundation, Inc . . . Birmingham Chan & Associates, Inc...... Huntsville Domino's Pizza #5375...... Birmingham Alabaster Optical & Hearing Checkcare Systems...... Huntsville Don Walker's Western Wear...... Troy Aid Service, Inc...... Alabaster Cheeburger Cheeburger ...... Gurley Dothan Acceptance Corporation...... Dothan Alan Lee Company, PC...... Birmingham Cheryl's Café & Market, LLC...... Spanish Fort Downey Drug - Alexandria, LLC . . . . . Alexandria Allen & Dudney DMD PC ...... Alabaster Choices Restaurant, Inc...... Montgomery Dr. Bob's Steakhouse ...... Mobile Alley's Drug Stores, Inc...... Birmingham Christopher Baldwin, M.D...... Cullman Dr. Gregory S. Harrelson ...... Trussville Amy's Florist ...... Tuscaloosa Citizens Finance, Inc...... Oneonta Dr. Hugh S. Palmer ...... Bay Minette Andrew M. 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Daphne Auburn Furniture...... Auburn Corner Copia...... Orange Beach Economy Cleaners of Athens,Inc ...... Athens Audio-Video Repair ...... Decatur Costa's Famous Bar-B-Que, LLC . . . Birmingham Edmonds Engineering, Inc...... Birmingham Auto F/X Corp ...... Birmingham Costume Creations, Inc...... Vestavia Eighteenth Street Orientals, Inc. . . . . Birmingham Auto Sav of Tillmans Corner, Inc...... Mobile Crabtree & Sweet, P.C...... Daphne Elmore County Finance ...... Wetumpka Avery Auto Sales, Inc...... Oxford Crown Furniture Gallery, LLC ...... Huntsville Enterprise Chamber of Azalea Bay Area Funeral Services, LLC . . . Mobile Cullman Dermatology Clinic, PC...... Cullman Commerce, Inc...... Enterprise Bailey Cove Family Physicians, P.C. . . . Huntsville Cullman Urology, P.C...... Cullman Estate Garden & Rental Corporation . . . Westover Baldwin Animal Clinic, P.C...... Summerdale Curves For Women ...... Enterprise Evolution Technology Group, Inc . . . 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6 The Voice ~ WINTER 2003 WELCOME NEW MEMBERS CONTINUED
Fountain, Parker, Harbarger & La Bella Donna, LLC ...... Anniston Oak Street Hair Group, Inc...... Birmingham Associates, LLC ...... Huntsville La Gran Fiesta, Inc...... Demopolis Open MRI Of North Alabama. . . . Muscle Shoals G, LLC...... Birmingham Lai's Chinese Restaurant ...... Cullman Open MRI Of Oxford, LLC...... Birmingham Gary Mayton Motors, LLC ...... Selma LaJolla Restaurant, Inc...... Montgomery Out On A Whim, Inc...... Dothan Gastrointestinal Specialists, P.C. . . . Muscle Shoals Lake Forest Animal Clinic...... Daphne Paesano's At The Tower ...... Oxford George W. Hardy, DMD...... Alexander City Lamar's Donuts ...... Oxford Palace Drug Co...... Sylacauga George's Water Sports, Inc...... Mobile Lamb's Ear Limited, LLC ...... Vestavia Panos Italian Grill ...... Talladega Gerald E. Berger, DMD, P.C...... Mobile Laney & Foster, P.C...... Birmingham Parkway Family Practice, LLC ...... Moody Glen L. Brawley, DMD...... Birmingham Langley, Inc...... Montgomery Payne Management, Inc...... Mobile Gravlee Fitness And Body Design, Inc.Birmingham Lanico, Inc...... Mobile Peppertree Steaks & Wine ...... Montgomery Great Clips ...... Hoover Law Office Of George P. Walthall, Jr. . . . Prattville Pet Supplies Plus ...... Montgomery Gulf Shores Power Sports, Inc...... Gulf Shores Lawson Auto Parts, Inc...... Jasper Phillips Riley Funeral Home, Inc. . . Montgomery Gulf States International, Inc . . . . . Union Springs Lee Obstetrics and Gynecology, P.A...... Opelika Picklefish, Inc...... Mobile Hall's Auto Supply, Inc...... Bay Minette Lemstone Christian Stores ...... Guntersville Piggly Wiggly ...... Pleasant Grove Headland Family Medicine ...... Headland Lenn Costner Auto Sales...... Anniston Pizza Time & Amigo's ...... Sumiton Heart Health Center, P.C...... Florence Limestone Veterinary Clinic, P.C...... Athens Playhouse Cinemas, LLC...... Alexander City Heavenly Ham ...... Mobile Mac's Fish Camp & Hancocks Bar-B-Q . . . 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7 The Voice ~ WINTER 2003 WELCOME NEW MEMBERS CONTINUED
Southland Technologies, LLC ...... Gadsden The Gazebo Restaurant, LLC ...... Bay Minette V & G, Inc...... Huntsville Southview Medical Group, P.C. . . . . Birmingham The Gun Cellar, Inc...... Hoover Valley Health Foods, Inc...... Florence Springhill Fitness Partners, LLC...... Mobile The Jewelry Boothe...... Decatur Val-Pak Of Central Alabama ...... Birmingham Springville Animal Clinic ...... Springville The Kiwanis Club Of Birmingham . Birmingham VHL Enterprises ...... Daphne State Beauty Supply Company ...... Huntsville The Lighthouse, Inc...... Birmingham Waddell Medical Clinic, PA...... Alexander City STC Network Services, Inc...... Mobile The Sport Center, Inc...... Cullman Waid McNamara Parrish Steak-n-Biscuit Too ...... Hartselle The Turtle Shell, Inc...... Prattville Architecture, Inc...... Dothan Stone Automotive, Inc...... Foley The White House Restaurant...... Valley Wall Street Deli & The Market...... Auburn Stone, Patton, Kierce & Freeman ...... Bessemer TLC Exhaust & Auto Care Center . . . . . Satsuma Wayside Animal Hospital...... Alexander City Sunbelt Industrial Sales, Inc...... Mobile Tommy's Folly, Inc...... Birmingham Weight Loss USA, Inc...... Anniston Sunset Enterprises, Inc...... Mobile Tortugas, Inc...... Hoover Wendy's ...... Alexander City Swift Drug Company, Inc...... Selma Total Pet Care, LLC...... Birmingham Westglenn Software, Inc...... Birmingham T.G.S., Inc...... Birmingham Tourway Pancake House ...... Florence Wholesale Optical Supply, Inc...... Robertsdale Taylor Mortgage, Inc...... Guntersville Town & Country Acceptance William E. Palmer, DMD, P.C...... Oneonta TC Computer Service ...... Anniston Corporation ...... Birmingham William G. Hand, DMD ...... Dothan TCBY Auburn ...... Auburn Trademarc's Family Sports Grill ...... Mobile William L. Howell, P.A...... Mobile Techni-Core Engineering, Inc...... Huntsville Transmission Supply Company, Inc.. Birmingham William S. Poole, Jr...... Demopolis Techni-Core Professionals, Inc ...... Huntsville Travelodge Of Pelham ...... Pelham Wiregrass Community Pharmacy, Inc. . . . Ashford Terri Pines Country Club ...... Cullman Trent & Christian, Attorneys At Law . . . . . Athens Yesterday's Marketplace...... Chickasaw The Barking Kudu, Inc...... Birmingham Tri-State Wholesale, Inc...... Mobile Zaxby's of Cullman ...... Cullman The Briary...... Homewood Truitt, Tingle & Paramore, LLC . . . . Birmingham Zaxby's of Florence...... Florence The Cline Carmack Co., Inc...... Notasulga U.S. Graphics, Inc...... Montgomery Zenko Hrynkiw, MD, P.C...... Birmingham
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8 The Voice ~ WINTER 2003