February 15, 2008 

Hey Folks, 

 So let's use the "big word" ... RECESSION... 2008/09. We finally get some commercial development in downtown Toronto and "BOOM!!" goes the " BOOM". It's like we're jinxed! I think out of all the G-8 countries, Canada can weather this storm. Mind you, as far as service companies go - over these next 2 years - this will separate the boys from the men, so to speak. Everybody will be testing the waters to see who is out there and how much they can save, even if they don't have to. It's a real opportunity to shake up the system.

So to reflect and of course be frank.......what happened to Stadia over the last few years, you ask???
Straight to the point, let's go back in time and recognize the giant white elephant in the room...... Stadia in 2006 had a really hard time , new ownership (me) and management, and those X-partners of mine ( bless their hearts) used Stadia's inability to perform as an opportunity to break new ground. We screwed up, I admit it... my dad died, staff turnaround, but no excuses... I kept the faith, I believed in my principles , and I believe credibility has sustainability. The only people that lose are those that quit! As the founder of Craigslist said about his commitment to his job, "the only exit strategy is death"!

All of the great people at Stadia and I persevered. I made some good hires, like my faithful brother Michael Byrne, consultant and "Curtain Wall Guru", and Les Rodrigues from SAAN/ Winners who brought management skill, direction and a ton of conviction. Lastly and most importantly, let's not forget about the customers who stood behind me and Stadia during all those changes - the good, the bad and the ugly, and kindly placed their belief and confidence in us and me. Thank you for your trust.  So 12 months later we finish 2007 on a huge UPswing. Not only did customers say "good job", but they added to it a resounding "You're back"! I am humbled by my experiences... we are doing well, good service, good people... its working well and I am happy again. Stadia is like my fourth child... I believe my father is looking down right now and saying, "You did OK" . It's the closest thing to "I love You", that he could muster, but it means just as much.

As I look back, these last 48 months have been the biggest challenge of my faith and my career. I really did bet it all, my family, my pride, my ego. This has been a wild ride for me and I hope my perspective will help others either to go into business or to GET out....lol. I really felt a need to share my thoughts and I have used this blog to do that... ( for those six readers, not including my wife). To all of you, my incredible staff, my loyal customers, my cooperative bank and most of all my partner for life, Kellie, thank you for helping me through it all.

Ok let's move on........ Don't you love going to your local Tim Hortons, and the server at the drive-through window remembers your order just by hearing your voice? Or you go to the local garage, and the mechanic uses your name? I frequent a great little restaurant near our head office at the corner of Steeles & Keele named La Risata Ristorante. When I visit, Vince the owner always hurries to the front door, shakes my hand and welcomes me with " How are you Mr. Byrne?" and he always greets my guests in the same hospitable manner. Funny thing about "good people service", when the provider of a service makes a mistake ("To err is human..."), it seems less important if the person dealing with the challenge has formed a relationship with me, cares, shows concern and is sincere... familiarity, we all love to be recognized, its a nice feeling, a sense of importance and appreciation. I think the way you are treated or cared for becomes more significant than the price, the product, the delivery... not that any those things are insignificant, but, it is really remarkable when your service provider or vendor understands your perspective.

Good service is an attitude - treat people as you want to be treated. It is simple to say but hard for most to do. When you train your staff, you need to continuously emphasize to them as loud as you can that being cavalier, kills the customer relationship. We all put in our 10 hours a day and we get caught up in our own circumstances and then the phone rings.... maybe a tenant, a supplier, a customer - regardless, it's so important to remember our attitude is like an infection and it travels fast.

Hugh Sonnenburg, my business coach and Stadia's Business Development Executive (only during the summer, he's retired...yeah right) always tells me "You need DO-ERS on you team!" The first time he said this simple statement my straightforward reply was "What the @&*?!! do you mean?". He repeated "You need DO-ERS on your team!!" Hugh continued, "You need folks around you that understand that sometimes it's just about getting the job done, a bull in a china shop, make it happen, failure is not an option type of people". Hugh went on, "Good service is about getting it done, not talking about it....it's better to beg for forgiveness then it is to ask for permission. I've worked for great service companies over the years, and the really good ones just got the job done, they would just ask for the job, they wouldn't wait, they used common sense , made sure they did what was best for everyone ..they just did it.......". Profound words of wisdom!

Many people with lots of experience have given personal and business advice to me. Bill Campbell, David Bennett, Ray Byrne (my dad) Bill Garland, Garry Culverson, Phil Love (bless his soul) Peter Willmott, Terry Scott, Hugh Sonnenburg, Gary Stephenson (Greenhams Clothiers - shameless plug ha-ha). I am hoping over the next year I can share it all....some of it funny, others touching, always insightful. But all of these people made me stop and think.......and most importantly, learn.

A short note before I end, if you get a chance and you want a really terrific book about service pick up "THE SIMPLE TRUTH ABOUT SERVICE" by Ken Blanchard & Barbara Glanz. I have actually read portions of this book out loud to my staff (like a grade 3 teacher) and it really had an impact.

So for my readers, I wish you a very good day and I will see you again before March Break.

Tim