Lessons Learned

Jodi Wallace

Stone Industry Consultant

Life has a way of changing around the best laid plans.  No matter how often we think we have the tiger by the tail it doesn’t take much to change your situation in a short space of time.

Sixteen years ago my husband and I started our countertop business in our garage, and 16 years later we have a shop, a showroom, returning customers and contractors we have worked with for quite a few years. We have established many great business relationships, some that have turned into friendships as well. After 16 years of working hard to build our business and reputation, we have had to make the tough decision to shut Monarch Designs down. I had actually started looking into the idea of selling the business a few months ago, but a recent health issue with a family member has made that idea no longer feasible. Our employees are not in the financial position to buy it and we simply don’t have three to six months to find someone who would like to purchase the business. It’s a difficult decision made even harder by people who are not happy with our decision. They are not asking to buy the business; they are just upset because they feel we are hurting them by closing it down.  Regardless of who agrees or not, IT IS our decision to make, and we have made it.

 The good news is the economy is strong and I was able to find jobs for my guys before I announced we were closing. This was really important to me. 

There were days I truly wanted to put them all on a “time out,” but when push came to shove, I always knew they had my back, and I wanted them to know I appreciated their loyalty. 

I know a business owner who has been drooling over our showroom location since we moved in, and he was thrilled when I called and asked if he was interested in taking over the space. It also looks like I have a couple of shops interested in some of our tools, so that takes some of the stress off as well, although I have no clue what I am going to do with our humongous panel saw!!

 There are a lot of details to work out in a short time, but I will focus on closing the showroom first and then focus on the shop. I still have job commitments that were made before we made the decision, and a couple shops we are friends with are going to help me finish our commitments. 

In a sense, I feel that when the last job is completed, we will have gone full circle. I have no clue what I will be doing in six months or a year, but I have decided to take the attitude of “when a door closes a window opens in its place.” 

As I work on sorting and packing up, I have been thinking on what the past 16 years have meant and what we have learned in the process. I thought I would share a few reflections.

  • First and foremost, don’t let anyone ever tell you can’t do something. Determination, perseverance and faith in yourself are all that matter.  Ignore the naysayers. Above all, remember the only person whose opinion you need to care about is your own.  Regardless of how everyone touts the importance of small businesses to our economy and how wonderful it can sound, it’s definitely not an easy life and it’s not for everyone. But done correctly, it’s something to be truly proud of.  

  • Some customers are seriously amazing and others you want to throttle!! Appreciate the ones you enjoy working with and remind yourself that the problems ones won’t last forever!!  

  • Lead by example. Produce the best quality your company can regardless of whether the job is residential or commercial. Never allow shoddy workmanship to become the company “norm,” and call out anyone who tries to excuse bad quality.

  • Everyone’s time is valuable. If we want customers to notify us that they are going to be late or cancel, we need to return the courtesy. Even if you are going to be ten minutes late, call, call, call !!

  • Be friendly, courteous, helpful, and polite. And above all be genuine. People want to work with businesses that take an interest in them and treat them as more than just a $ sign.

  • Managing employees can be tough. You end up being part parent, part referee, and part cheerleader. Do what you can to encourage positivity among employees and never, ever excuse bad behavior. Your employees are the face of your company to customers. Hold them to the same standards you hold yourself to and again, lead by example.

  • Errors suck!! But stand up and take responsibility and do what you can to make it right. It would be great if every job went in without problems, but we all know that isn’t the case. When that happens, return calls, emails, and texts so customers know you are at least working on it. There is nothing worse than someone who takes a customer’s money and then doesn’t stand behind their work.

  • Occasionally, despite our best efforts, we end up with one of those customers we just can’t make happy, no matter what we do. Sometimes it’s better to just cut your losses and move on. 

  • Life is an adventure!! Try many things, meet many people, be open to new ideas. Sometimes we get stuck in a rut and it’s hard to be open to someone else’s idea. Try to keep an open mind – you never know when someone’s idea can make a big difference.

Owning a small business is both an exhilarating and exhausting roller coaster of a ride. I think the most important thing for us through all the ups and downs is to be able to look back with pride at everything we accomplished. We may not have done things the way others thought we should, but we did it exactly as we wanted and were successful because of, or in spite of that fact. If that isn’t having the American dream I’m not sure what is.

Jodi Wallace is a 15-year veteran of the stone industry. She also volunteers as a Disaster Responder for the American Red Cross.