Minnesota Municipal Beverage Association Newsletter
(October 18-24, 2009)
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As I see it...
 
Poor Customer Service
 
As I See It.......
 
 
When I'm shopping, I don't want to hear sales person talking about themselves or the most current internal gossip. I don't want to wait for them to get off the phone before I'm acknowledged at the register. I don't care about their current personal problems or latest crisis.
 
Even if you have the best merchandise, displays and prices, its all for nothing if an employee insults or ignores a customer.
 
You and your staff are there to cater to that customer in a professional and polite manner. Make the customer feel important. Talk to the customer about themselves. Look at people when they are talking to you. Listen to what they are saying. Challenge yourself to learn their names and greet them by name as they enter. Learn what types of products they like and find similar products that you could recommend the next time they visit.
 
Customers always remember your attitude and how you handle any misunderstandings and dissatisfactions. If a customer has a complaint, act on it immediately. Never let them fester and grow into negative word of mouth. I use discount cards to smooth over a tough situation with a customer. That way the customer feels taken care of and we still get a sale. And hopefully that customer will spread by word of mouth that we take care of our customers.
 
All customers come into the store with expectations. Do your best to meet those expectations. At the end of the day, the customer's opinion of you, your staff and your store is what counts.
 
Joyce Zachmann
Central Park Liquor Manager (Spring Lake Park)
MMBA Director

New Fairmont Liquor Open
Beer Cooler 
From the amplified sunbeams shining through the Solartube lighting above to the polished floors below, Fairmont's new liquor store is pretty impressive. "It's been very busy," manager Molly Meyer said.
 
"A lot of people are curious. They've all said how beautiful it is."

And big. That's been another frequent comment. City employees heard some criticism as the building was under construction that it looked as small as the old store, but no one said that after walking into the place.
 
"It does look bigger from inside than it does from the road," Councilman Wes Clerc said on a tour the City Council took Monday evening.

The new building is about 10,000 square feet - nearly double the old store.

Most of that space is taken up by the sales floor. The building has three checkout lanes, a bar for wine and beer tasting, wine racks, a huge inventory of liquor, and an enormous beer cooler.

"It's the largest beer cooler in southern Minnesota," Meyer said, "and by the time we're done, we'll have the best variety."
 
The store's inventory has increased about 50 percent. That includes not only new products but new sizes of existing products.

"We've been keeping a lot of customer requests for the last year," Meyer said. "... We're not just buying off the cuff."

The additional space means some prices will be dropping as the store is able to take advantage of merchants' buy-in-bulk specials.
 
"Having the ability to merchandise things properly is a real advantage for our customers," Meyer said. "And hopefully it should help the bottom line."

In back, the improvements from old to new continue.

"You'll see we've made some significant improvements," City Administrator Zarling said, as he showed the storage space and loading area.

"You can see they've been busy," he said, pointing to a dozen stacks of cardboard bales and empty boxes of liquor still waiting to be compressed.
 
Meyer figured workers unloaded 633 cases over the weekend, preparing the new store for opening day.

Previously, liquor store staff had to handle every case a minimum of three times. The product was brought into the building with a two-wheeler, and each case was lifted onto a slide to shoot down to the basement, where someone caught it and quickly set it on the floor to catch the next case. After being arranged in the basement, the cases were later carried upstairs as needed to stock the shelves.
 
"That building was dilapidated and literally falling down around us," Meyer said.

Now, what used to take half a day is done in less than an hour, without all the backaches.

"It is a godsend to my staff and myself and our delivery guys," Meyer said.

Trucks can back up into an interior loading dock, and wheel the product out on pallets. The back door to the beer cooler is wide enough for the pallet jack to drive through.

"Talk about safety - this is way safer than before," said Councilman Andy Lucas.

Built for $1.8 million, including purchasing land off Highway 15, the store will be paid for entirely through revenue from liquor sales.
Some of the bells and whistles that went into the building should ultimately pay for themselves, like the Solartube lights.

"We've tried to make everything as energy efficient as possible," Zarling said.

Excess funds, when available, will help with city projects.

"I can get very passionate about what I do here, because I know where the money goes and how much it helps this community," Meyer said. 

Municipal Liquor Revenue Helps Pay For New Marshall Library
Books 
The Marshall City Council recently approved a financial plan and an agreement with an architect to build a proposed new $5 million Marshall-Lyon County Library.
 
"We're obviously grateful to the city council...," library board President Kathleen Ashe said after the vote.

The financial plan includes a $2 million conditional donation, about $376,000 in cash raised for the project, $1 million from the city's liquor store fund, about $1.4 million in bonds from the city, $250,000 from Lyon County and about $17,500 in additional cash.
 
Attitudes Affect Purchasing Decisions 
Attitude 
Studies show that attitudes toward a product or service influence a consumers's their overall evaluation of whether to purchase that product or service.  It also influences whether they relate positively or negatively toward that product or service
 
The three components of attitude are:
 
Beliefs - What a consumer thinks about a product or service.
 
Feelings - How a consumer feels about a product or service.
 
Intentions - How a consumer is likely to act as a result of those beliefs and feelings.
 
Tip of the Week
Business Review 
 
Create & USE a daily business review - a report that records relevant details (like your sales figures, labor costs, customer counts and weather) every day. 
 
By recording this information in one place, every day, you build a history of your business that allows you to compare figures across previous days, months and years to establish patterns and determine whether you've gained or lost ground in individual categories.
 
Among other things, a daily business review can help you:
 
* Determine whether a current promotional event is affecting your sales.
 
* Confirm whether your overall volume is increasing over time.
 
* Identify whether you have a problem somewhere in your bushiness.  For example, if your sales numbers continue to rise, but your profits aren't keeping pace, you have a starting point to begin an investigation.
 
* Clue into trends in your business levels.  The trends can help you make more accurate buying decisions and set your inventory levels.
 
* Keep your cash flow in check.  Many people track their cash deposits and credit card receipt totals on this form so they know how much is coming in and when. 
Future Dates to Remember!!
MMBA Food Drive
 
October, 2009
 
2009 MMBA Regional Meetings
 
October 27
Morton
 
October 28 
Fergus Falls  
 
 

 
Ask A Director
 
Gary Buysse
Rogers
763-428-0163
 
Bob Leslie
 Pelican Rapids
218-863-6670
 
Dan Bahr
Bemidji
218-766-5506
 
Brian Hachey
Stacy
651-462-2727
 
Nancy Drumsta
Delano
763-972-0578
 
Lara Smetana
Pine City
320-629-2020
 
Joyce Zachmann
Spring Lake Park
763-780-8247
 
Virgene Shellenbarger
Hutchinson
 320-587-2762
 
Tom Agnes
Brooklyn Center
763-381-2349
 
Steve Grausam
Edina
952-903-5732
 
Toni Buchite
50 Lakes
218-763-2035
 
Michelle Olson
Sebeka
218-837-9745
E-Mail Me
 
Bridgitte Konrad
North Branch
651-674-8113
 
Paul Kaspszak
MMBA
763-572-0222
1-866-938-3925

 
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Mora Liquor Profits Are Important to City
Mora
Mora has been and remains today, one of the lowest taxed and spending cities of any city in Minnesota. 
 
 One of the main reasons for this is the revenues gained from the municipal liquor store and also the electric utility.  
 
(Recently written by Roger Crawford,
former Mora city council member and mayor and current Kanabec County Commissioner representing the city of Mora.)

 
Minnesota Man Pleads Guilty
to
Lay-Z-Boy
DWI
DWI
A northern Minnesota man has pleaded guilty to driving his motorized lounge chair while drunk.

A criminal complaint says 62-year-old Dennis LeRoy Anderson told police he left the Keyboard Lounge in Proctor on his customized La-Z-Boy after drinking eight or nine beers.

Prosecutors say Anderson's blood alcohol content was 0.29, more than three times the legal limit, when he crashed the lounge chair into a parked vehicle in August 2008.

Proctor Deputy Police Chief Troy Foucault says the chair was powered by a converted lawnmower and was equipped with a stereo and cup holders.

In a marketplace filled with too many entities selling the same or similar products, being distinctive proves to be the best way for a business to separate itself from the crowd