Some time ago, I read a billboard advertising a certain bank. It said, “Enthusiasm runs rampant in our bank lobbies.” What images does this bring to mind? Do you see bank president, tellers and loan officers in party hats, jumping up and down and blowing on party favors? If so, you see excitement. If on other hand, you see folks who believe in what they’re doing, who call customers by name, who are eager to serve and who have a winning attitude; you understand enthusiasm.

Though excitement can be legitimately experienced by leaders as well as jerks, enthusiasm, by its very nature, is cultivated by leaders and then nurtured in their followers.

SENSE OF HUMOR VS. SELF-CENTEREDNESS

Among most important qualities of a leader is a sense of humor. We must not take life or ourselves too seriously.

I often tell audiences that, as a speaker, I’m somewhat like cross-eyed javelin thrower. I don’t set any records but with humor I do keep crowd alert.

Yet, it’s really more than that. Humor sells ideas, it relaxes, it deflects criticism and it bonds.

President Reagan often put people at ease with humor. When our nation was anxious over possibility of losing another president to an assassin, Reagan looked up at his team of surgeons and said, “I sure hope you’re all Republicans.” He asked nurse who was holding his hand, as a means of comforting him, “Does Nancy know about us?”

Reagan even used humor to deal with criticism. When asked if he had once said he would resign when his memory failed, his answer was, “When did I say that?”

Similarly, all good leaders use humor. It doesn’t have to be something that has people rolling on floor. It just needs to show them that we have our minds on someone other than ourselves and on problems other than our own.

Along this line, just because we are leaders doesn’t mean we can’t be fun to be around – or that we can’t poke a little fun at ourselves. Every time I tell audiences that I graduated in half of class that made top half possible, I’m simply telling them what they already know: I don’t have all answers. They respond by laughing, learning and bonding. I lead – they follow. What else is there?

BARBER-OSOPHY: Leadership is earned – as well as learned.

Copyright 2003, Sumerlin Enterprises. Terry L. Sumerlin, owner of J.B.'s Barber Shop in San Antonio, Texas, is known as "The Barber-osopher," and appears nationally as a humorist and motivational speaker. Permission is granted for you to copy this article for distribution as long as above copyright and contact information is included. Please reference or include a link to www.barber-osophy.com.

The Stores

Small business owners often staff their store themselves, or with family. It is rare that owner isn’t around a lot – either actually working, or just hanging out to make sure things go well, and to greet customers and get to know their patrons.

If you think about it, there are still some areas where you simply don’t see franchises. I could be mistaken, because I live in South Texas and haven’t been everywhere in US yet, but I’ve never seen a franchised Greek restaurant. In my town, at least, local Greek restaurants are absolutely superb, including totally best French fries and salads in town, not just “Greek food.”

They are all family-owned and either staffed by family, or owner is always there, and his family is often sitting at one of back tables, children doing homework, wife “pitching in.” With such attention to detail, you know things are going to work well, and if there were some incident needing addressing, there’s no trouble “talking with owner.” He or she is right there, in your face.

Small business owners are heavily invested in their own businesses and this often produces a high level of excellence. If they don’t, they won’t make it. We expect a higher standard from them, and we get it.

It’s no secret that it particularly shows in staff. It’s common to walk into a major chain and find salespeople who are not familiar with products, not well trained in either sales or people skills, and decidedly disinterested in serving customers or making a go of concern. Also you may not see same salesperson twice in a one; turnover is high.

Small businesses don’t have huge advertising budgets large chains do. They’re dependent upon word-of-mouth and it shows. They can’t afford to alienate a customer who makes it into their store. You are noticed and valued.

“Texas” Candy

I had out-of-town company this week, and was playing tourist in my own town with her. In one stretch of highway crammed with “buy here” stores, we stopped at “Texas Candy.” This was my friend’s request. She wanted a “Texas experience,” and yes, we got one.

The woman behind counter in small and divine-smelling store, had put out samples of everything they sold. Except cinnamon rolls which we could smell and which, she said, were warm from oven. Could we resist buying some?

Beyond samples, we were an “event” in small store. Company had come! She chatted with my friend and gave us a warm experience, with superior product well-presented. We would’ve missed so much if we’ve stopped at store that begins with an S and is on every highway in US.

My friend is still talking about how “friendly” Texans are!

Patronizing other small businesses makes a statement, and shows your commitment. At same time, you learn. A small establishment which manages to make it – restaurants particularly having a high failure ratio – is doing something right, something you need to know about it you want to succeed.

The TAKE HOME POINT AGAIN: If you want YOUR small business to succeed, patronize OTHER small businesses, and let others know.