JPD Mom

How to Succeed in Business

June 13, 2008.

I collect tips, tricks and secrets on business like others save recipes.  I have binders, folders and yes junk boxes (though they are pretty and covered with fabric or something glittery) with little nuggets of inspiration for that mom that owns a business, or wants to start one.  I share most of them here, others I share in private.....or for a fee, kidding - but great idea.  I started thinking why am I saving some of them?  Why must I pick and choose what to share and what not to share?

The Farm

So.....here goes, I am giving away the farm.  Yep, that is right I am rolling up my sleeves, and giving my secrets away.  Okay, maybe not the farm, maybe not all my secrets and maybe I will throw out some of my opinions.  I am taking the gloves off and since it's summer and all (and hot as all heck in Northern California) I may as well let it all hang out. 

So, I am starting with the basics of starting a business, it may sound redundant, and it may sound simple to most.  I think though I will start with some of my pet peeves, and those things that are the cornerstones of any great business.  And if I missed one (you know I probably did, or will touch on it later) please let me know, or ask....I am in a givin' mood, so take, take, take!

Be Honest or Go Home

I have never admired secretive people, especially secretive entrepreneurs.  You do not need to be as honest as I am, but if you are interviewed - share the wealth.  The amount of women entrepreneurs is astonishing, and it grows on a weekly basis.  I crave information, I like to share information and I lose interest in people who hoard it.  And while we are on the subject I don't really appreciate the secretive blogs.  I mean come on - give me something to chew on, to mull over. 

Another thing, while we are going over pet-peeves I don't like entrepreneurs that claim that everything good they ever got (sales, contracts, press, hype) they were contacted by the other company.  First of all I don't believe you, second of all, there is something to be said for working for something.  Not that that bluebird is not fabulous, but the fact that you busted your butt to get your products into Nordstroms - good for you!  It is not fair to those little guys....er gals that are working their tails off at home and wondering why they have not gotten their big break. 

If I may burst a few bubbles and tell a little bit of a "hidden truth" about product placements in magazines - these people have hired a publicist.  The publicist is someone you hire to get your products in magazine, on TV and in celebrities hands.  That is right - pay to get them to take your products.  This can be expensive - think maybe $5000.00 a month expensive.  I actually got a huge blue bird this past month and when it is finalized I will tell ya all about it.  But....most of our big "deals" are from pounding the pavement (or my keyboard) or making 43 phone calls - no one will know about you unless YOU tell them!

Treat Others How You Would Like to Be Treated

I have said this before, and I feel it has to be said again.  It is just plain good manners to reply to phone calls, emails or requests from people.  Even if you have a canned response that thank you very much but we are not interested (which we have) it is good manners and it makes the other person feel a little better.  I know this is hard, and sometimes we get too many requests, sometimes emails (or phone messages) get deleted - I can not be perfect all the time, but I try.  I think that trying to give a quick "thanks but no thanks" sends a better message than ignoring the request.

I try to follow this letter of the law all the time, but sometimes I screw up.  Just last week we got a voice mail from a website and I sort of pushed delete instead of save....and I can not find the darn site anywhere.  I feel awful about this and hope this company calls back. 

Respond to Your Peeps 

And, while we are on the subject, if you have a blog and IF people leave you a comment, link to your site, list you in their blog roll, send you an email or respond with a well thought out comment.....you should acknowledge them.  Blogging etiquette is real, just like business etiquette, there is an unspoken word to acknowledge your readers.  I read many a blog and sometimes a writer will complain about no comments, or call out that they get hundreds or thousands of hits a day and no comments.....so then I leave a well-thought out comment.  And you know what - I get no response.  Um, duh - that is why you get no comments.   I never go back, I never reference it, I mean come on people!  Your mother taught you better than that.

When I started the blog I had no idea the rules, or that you were supposed to respond to people (mind you I had like zero readers so I tend to think I only offended a handful).  Now though - you (me) have no excuses - if you don't believe me go here and read about it from a pro, or here another pro - and both of them respond to comments and emails, they responded to little ol' me.

Processes Make Life Easy

I would be no where without my processes, and one way of doing things.  If you need a kick in the pants go read this book, it will help and explain why to succeed you have to do things one way.  I am not saying squash that creative streak that is blasting it's way through your veins....but um, try and invoice and ship your products the same way every time.  As my husband used to say, "Denny's always open, and it is always bad" - you know what you are going to get - the same every time - right?

Your customers, your accounts, your employees - everyone will have a heavy sigh of relief when they know what to expect.  It is like giving your children structure, they need structure to thrive - your business needs structure also.

Have a Plan

You need to have some sort of plan, some sort of idea of what you are doing with your business, your product line, your business.  It makes perfect sense to change direction, add new things, delete others - but stick to a plan.  Your core business is what?  What is your goal?  You do not need to write (though a good idea) a 34 page business plan to start selling widgets out of your garage, but you need a plan.  I used not be so great about plans - if you saw the first line of products I sold you would laugh, and probably point, and laugh some more.  Here is what I had to sell that first 6 months:

• Name Tiles
• Coasters
• Ceramic Trivets
• Wood like Platters
• Wood Plaques
• Topiaries (yes I made them)
• Bundles of Wheat (uh huh crafty gal over here)
• Painting murals (what didn't I paint?)

I had to get a grip on what my company was, on what I was making and what my message was.  At the start I was venturing off in two, three different directions, home decor and then children's products.  I had to make a break, I had to make a decision and I had to go with my passion.  Without a plan I would not have had a business, I would have had a hobby....or many hobbies.

My Loss is Your Gain

January 21, 2008

So I mentioned in an earlier post how I would tell you some of my failures, some bad decisions, and some blunders.  I was going to go back to where it all began....on a galaxy far, far away.  Yes, my children have been home for four days straight and YES we have been watching Star Wars....sheesh.  Sorry, I digress - I decided I might just start with a recent (air quotes) a bad business decision I made.

What Works & Does Not Work

When I first started the business I really did not know where to sell my items, nor did I know what to charge.  I knew what I would pay, but I did not know what the customer would pay.  I also knew my best customer was a woman - be it grandmother, mother, mother-to-be, aunt, cousin, sister, friend (need I go on?) - I just sold my products mostly to women.  I found a decent amount of women - in the correct demographics - at Craft Fairs and Mothers Club Boutiques and even Home Shows.  But, I did not enjoy it, I am sorry to say - it was not my finest hour.  Also, more importantly ('cause sometimes you do what you gotta do) my products did awful at these shows, most times they did awful at the shows.

The one time I did a huge amount of business when at the last minute (while I was setting up) I figured - screw it, I am not going to fail - I will sell it all at wholesale.  It was my second Christmas, I was getting ready to stop hand-painting so I did it.  Yes, I sold a ton of products - but I also realized for ME and my company - these shows were for discounts, my products were too expensive.  That was the last show I did.

Trust Your Gut Instinct

Fast forward to 2007 and a really good friend suggests I do her school's boutique.  At first, I start with my, "Oh, thank you so much for thinking of me.....blah blah blah....but we don't do those."  Then we discussed it some more, and like I said - she is a very good friend, and I hummed and hawed (spelling is off I am sure), and then I said, "What do I have to lose?"  So against my gut instinct, against all our sales statistics, I said I would do the show.  I just had to supply the inventory - and whatever did not sell, I would have left over for the Holiday Rush.

So, anyone want to guess what happened on that fateful day (my birthday none the less) in early December?   Hmmm, anyone? anyone?  Low and behold (shocking I know) my products did not do well, we hardly sold a thing.  And, I was stuck with some inventory.  I do not blame my friend, she just asked - I actually wanted to just hit myself in the face and go, "Stupid! Stupid! Stupid!"....but that would have not been so cool, especially in front of everyone that worked for me.

What I Should Have Done

1. I should have discounted the products, I knew it worked in the past
2. I should not have given them SO much inventory
3. I should have exhibited at the show, I did not know "others" would be at their booths
4. I should not have made products that are not part of my product line*

*Yes I did bring back coasters - and no they did not set the world on fire, and I knew they wouldn't (again listen to voice in head).  They did alright, they were cute - but nothing huge.  The wine coasters and the martini coasters - they were just for the show.   I made a lot of them.  I sold um, one of them.  Yep - one!

Moving Forward

In the future I will probably not do this show - I am not willing to take the risk.  The demographics were dead on, the home was beautiful, the people I worked with fabulous - but that is not enough.  That "sales channel" is all dried up for me, it just is.  Craft Shows do not work well for me, so I need to accept it and stay where I am.  If they do well for you and you enjoy it - stick with it.  I found though, even small shows can be expensive, can be duds and can cost you a bunch of money.

I feel like this post should be "Do As I Say, Not As I Do" - but really it is more of a "See I Make Mistakes Too".  I have made some big ones - and NO this is not the biggest.  But it goes back to trusting your gut, and knowing your product.  Unfortunately I did not listen to myself....hmmm, maybe I should be reading some past posts? 

A Free Gift for YOU!

I have ten sets of these babies taking up space in my office.  No, no they are not hurting anybody - but they do seem to mock me everytime I walk into the work room.  And, I can honestly say that they do not really fit well into the whole "Children's Industry" line of products - "Here little Frankie have your milk in a Martini glass k?  And use this cute coaster with drinkie-poo's on them"

They are wrapped up nice in a thin black ribbon and a little JPD tag on them.  They make great hostess gifts (so I have been told) and should do well at a Holiday Boutique (ya right - scratch that one!)

Who wants them? The next ten people to comment on the blog get a set - please take them!  I won't be able to ship them till next week (unless you need them sooner (for an emergency Shwanky Martini Party - in that case I can come and thanks for the invite!) as I am going on vacation Friday, and hubby is out of town till Thursday night....and that explains the Star Wars on TV.  And just for the record I don't care if you are a competitor, my mother, my sister, my friend, or think you are a competitor or you hate me - YOU comment - you get a set!  Please...I beg of you, put me out of my misery.

Okay, be careful out there - no drinking and blogging okay?

Seventh Entrepreneur - Carrie Ferguson Weir

January 9, 2007.

Okay I am back on track, and starting with the lucky number seven, none the less!  And I am living up to one of my goals for 2008, okay it has only been a week, but give an ol' girl some credit - regular posts three days a week....wonder if anyone will notice.  The Entrepreneur Interviews must go on, no matter what drama is going on in my life or anyone else's. 

We had a little snafu here at the Lentzner Home, with our heater going out, an office/studio break-up (it was awful fighting over who got what printer cable, which roll of tape and the last paper clip - having my own space is fun....but splitting up the kids photos - sheesh).  Did I mention my husband is also taking a 3 day vacation.......er, I mean business trip?  Oh, how he hates it when I call it that - but come on, you know he is enjoying himself a little bit, and in a hotel with a mini-bar none the less!

So, with my fingers thawed out, my toes are not quite frost bitten any longer and my nose is no longer running, and I am in my own space (I will post pictures soon) I give you my seventh entrepreneur:

I am hoping after I post this Carrie will remind or correct me of how we met - but I think I found her through  the Switchboards or The Daily Stroll forum.  I saw her "Target.com" connection and her humorous blog and HAD to email her.  We emailed back and forth and then even spoke on the phone for a good hour - I am happy to say she is as funny on the phone as she is in her blog.  I love her spunk, I love her products and I am sure if you have not heard of her - you will soon!

The crazy thing is that I remember seeing her in Working Mother, and reading about her inspirational story and products.  It is so strange to me to read about someone, have them strike a cord with you and then months or even years later you are lucky enough to meet them and connect with them.  Again, I so love the Internet, email and blogs for that very reason!  She is great at this blogging thing and I could learn a thing or two from her.....no really she is great at plugging her company!

If I ever make it back out to Atlanta (another post, I almost went back this week) she is my first phone call to get together....oh wait I mean second person I call...don't worry, London I will call you too! 

So without further ado, I am happy to introduce you to Carrie Ferguson Weir:

Carrie Ferguson Weir, owner of Los Politos Dicen (The Little Chick Says)

Our company was formed early in 2005 and launched our first product in the fall of 2005.  I happened upon an untapped niche at the same time I was exploring ways to make a living and more fully participate in the day-to-day raising of my young daughter.  I was a full-time newspaper features writer before we launched Los Politos Dicen.  We create baby and toddler tees that celebrates our Spanish heritage though hipness and we capture the unique color combinations and colloquialisms of our people.

A New Product Line

There were no premium tee shirt lines targeting Latino/bilingual children.  It appears others are now entering the game, which is good.  The market can bear some healthy competition.  My favorite part of the job is by far getting a note from a happy customer, either a grandparent or a parent who is thrilled to find something reflective and honoring of their culture.  I love the fact that we touch people at their core.

My least favorite part of the job is that I need to think of Christmas sales in July.

Inspiration & Balance

We are both inspired by our families - my business partner, Oscar Alonso, and I come from funny, sweet, nutty, exhausting Cuban families.  They alone, will keep us in design ideas for years to come.  We do also spend a lot of time talking with other Latino and even non-Latino friends about their childhood and their children.  We definitely pay close attention to trends in T-shirt styles, fabrics and popular color combinations, among other things.

Some days there doesn't seem to be much balance with raising my daughter and running a business.  But, I try - try to be mentally present when my daughter is home, to play, have fun and spend real time with her. 

I work as early as 5 a.m. while she is sleeping, then when she's off to pre-school and at night after she is in bed.  I also couldn't do it without my husband, who is in there giving her baths, feeding her, and hanging out with her when I have to work.  As hard as it can be, the bottom line is - I enjoy what I do and that translates to joy in my family life....even if I am wiped out by 8 p.m. some nights

Sixth Entrepreneur - Katherine Type

January 4,2008.

Well, it's already 2008 and I did NOT make it through 1/2 of the Entrepreneurs I was hoping to feature.  I will continue the interviews through the beginning of January, or middle or sheesh, maybe through February.  Thanks for being patient - I think I took on more than I could handle (oh gosh, I admitted I was wrong....wait, wait I said I think, I am not sure...)  One of my resolutions is to post regularly, 3 times a week - I would list the days, but uh, well first let's see how I can manage this with all my other duties.

So here goes:

I mentioned earlier how I met Katherine Type way back in 2003.  I spoke with her at great lengths on the phone and was so happy to find another entrepreneur that was willing to talk with me.  Again,I was shocked she even picked up the phone.  She loved my products (so she said at the time - no kidding I think she did) and also had some advice for me.  Katherine was an expert to me, and she knew what she was talking about.  She had an established site and I was in awe my products would be on the site. 

Not only did she take the products with my amateur photographs   she stuck with me through the "um a few of our tiles came all goopy" phase.  She has always been a champion of my work, and put my products in the best possible light.  She is NOT one to pass the buck, or blame the designer.  When you have been around the block a few times (the Children's Industry Block, come on people keep your mind out of the gutter) some boutiques will throw you under a bus when an error occurs, whether it is our fault or the sales channel.  Katherine knows we (well her and I) are both here to give the customer the BEST experience, and the BEST product.

She is also one of my oldest accounts - my first on line presence if you will, and she has seen the business grow and change.  Her advice is always welcome, and her insight is a huge help.  I am so happy to have met her through the "internet", gosh that sounds like I met her through on-line dating, and to have become friends with her.  It is makes this job so much more fun when you have a friend on the other line (she is based on the East Coast, and I am on the West Coast) to commiserate with.

Katherine Type, Owner & Founder of

The concept for Babybox was started in 1996 and the site launched in 1997.  At that time there were very few upscale boutiques on line that offered customers unique specialty gifts with personalized service.  With the exception of a handful of "Super Stores" on line, there were none that carried a specialized selection of luxury gifts for baby.  We decided to create a website offering these gifts in elegant gift box packaging.  Whether customers order a pair of baby socks or a cashmere baby blanket, each baby gift arrives in a classic white box, tied with our signature periwinkle ribbon and finished off with a diaper pin and a hand written gift card.  We also pride ourselves in providing superior customer service, creating excellent relationships between our customers and staff.

The industry has definitely changed in the last 11 years, we started our on line presence in the basic baby gift category.  We capitalized on consumer demand for "convenience technology" -- especially the demand created by busy parents with young children at home; working moms with little time or expecting moms.  We found there was a need to have an on line source for shopping, should there not be the availability of an upscale brick and mortar store for selling unique gifts.  It was shortly thereafter that I realized more and more of my customers were shopping for themselves as well, so we opened up our product range to cover not just gifts but many children's and baby's products.

Best and Worst Part of Job

I love so many aspects of my job.   I love the start of the day when I get a chance to review all the previous days orders; I love to see where all the orders are coming from, to welcome back my repeat customers, as well as reviewing all of my new customers.  I also love finding new products that no other stores have yet, and once adding it to my site, watching and waiting to see how well they do.  I feel so happy when I find something and it works!  I try hard to keep Babybox.com fresh and current with unique and specialized gifts and products that are new to the markets.  At the same time though, it is comforting to my repeat clientele to have some classic gifts always available, that they know will always be there.  These become standard baby gifts that are purchased again and again as a safe choice.

My least favorite part of the job is having to explain order delays to our customers on custom items.  I feature so many designers on BabyBox.com, which all have different lead times.  Although everyone tries to do the best they can in the normal time frames, sometimes, delays occur and we just have to call the customers and explains.  You just have to hope that your customers are understanding and patient - unfortunately this is not always the case.

Working with New Artisans and Designers

I am very open to many types of products, but will usually only feature companies that produce artwork of excellent quality, with the fine detailing, obvious care by the designer, and I look for products that are unique and often carry an interesting background and story behind why they were created.  I also build strong lasting relationships with all of my vendors, so it also helps having a designer who is easy to work with (Jamie Lentzner and I are very close and for anyone else who works with her an attest, she is an angel to work with). - oh my, she made me blush :)

Balance with Children

Originally, like many other entrepreneurs, my decision to start a home-based business had to do  with my (at the time) future desire to have a family.  Staying close to home and raising children seemed to be the perfect balance.  I soon discovered when Alexander, my son was only 3 months, nap time and bedtime were my only productive times of the day.  Now, I have two children, Amanda who is 2 1/2 and Alexander is 6 - I could never survive without my nanny who helps me 5 days a week, all day.  I still feel very involved with their daily lives and am 'around' at home, but with help, I am able to juggle everything in a more manageable way.

But, as much as I love working and owning my own business, even with all of my help, keeping up with the demands of my children and my business is stressful and makes me exhausted.  I try my best however to give my children 100% of my attention when I am with them, but there are times when I still feel guilty that I should give them more.  I just have to try and make each moment special and I truly feel it is quality more than quantity.  I love my work, but I love my children more.  You just have to make a balance - I figured out ways to make them my little helpers so they could feel included in "Mommy's business".  It is like "bring your child to work day", on a regular basis.

Fourth Entrepreneur - Shelly Kennedy

December 19, 2007.

The fact that I now say I actually know Shelly Kennedy seems sort of surreal to me, she is so well known by so many.  If you work in the children's industry, you are an artist, or um you have a child you know of Drooz Studio.  Her amazing artwork and her signature 'original' Wall Hangings have been seen everywhere. With celebrity clients and adoring customers - Shelly's products are probably the most coveted product for any re-seller.  Anyone shopping for baby gifts and who claims NOT to know her - is lying.

I had watched from afar, how Shelly grew Drooz Studio, and I had always admired her talent.  I also saw how others copied her, how her work was mimicked, yet she just sat back with way more dignity than I would have.  I decided to touch on the subject earlier this year acknowledging the copying in my blog, okay, um, then in another, and another post....I do tend to repeat myself, but bear with me.

This summer I happen to get a gander at her actual physical catalog and was awe struck by a quote she had on the inside cover of the catalog:

"Imitation is the highest form of flattery"....we tend to disagree!  Please stay original!  Copying is not polite.  We are thrilled that you appreciate our work....and we would appreciate if you respect our copyrights!"

Well, you know after reading that, I knew we were kindred spirits and though she had more dignity  than me, she had some serious spunk. I sent her an email, telling her how I loved her work, admired her as a business woman, and really loved the quote.  I told her that I understood her frustration, and I had been around long enough to know she was the original.  I figured that would be the end of it.  Well, not only did she email me back, but she knew who I was (shocking to me) and we have continued to email back and forth on occasion, commiserate a few times  and share a good laugh, or a good story.  Though I have only spoken with her a handful of times I am happy to report she is the nicest person and I am so grateful I had the guts to approach her.  I would hope in the future she gets the credit she deserves for re-inventing the wall art industry she so helped grow.  I look forward to see what the future has in store for one our industry's pioneers.

That being said, I did not have to beg too much when I asked her to answer a few interview questions for the blog.  I hope you find her candor and honesty as inspiring as I do:

Shelly Kennedy, owner & founder of Drooz Studio

Drooz Studio was started officially in 1998, although I painted the original piece in December of 1997, while pregnant with my first baby!

Deep down I always knew that I wanted to have my own business.  Doing "what" was always the question.  I went to college as an illustration major - and switched to Marketing my sophomore year.  My father owned his own business, I knew first hand that it was not a bed of roses.  After almost 5 years in the traditional work force - I took time off to raise my babies.  Drooz unfolded very delicately - and grew at a slow and steady pace.  It was an ideal scenario for me.  It allowed me to grow as I wanted - utilizing very little start up cash and working around naps and bedtimes.  I'd say it wasn't until about 2001 that I really started to market, promote and consider Drooz a "real business".

Ten Years in Business

OH - the industry has changed so much!  When I first started there was very, very little in the way of art for children and nurseries.  Also there were may be three or four nice baby boutique type websites - if that!  I didn't see any hand-painted work, and no "wall hangings type designs.  Now, the industry is just so saturated with art.  The same ol' stuff everywhere you look.  I find it harder and harder to maintain a fresh and new look for Drooz-but I like the challenge.  Today we probably have three to four baby boutiques contacting us a DAY for our information.

My favorite part of the job is working on new ideas....new designs and product development.  Spending the whole day in the studio - painting, drawing, cutting, pasting, coloring and playing - I am such a lucky girl!

My least favorite part of the job - HA - the "numbers' part of the business.  Accounting, payroll, insurance - yuck!

Creative Energy

Everything inspires me!  Today I saw a label on a pound of coffee at Starbucks and I couldn't wait to get my sketch book to draw the ideas it inspired!  I love old things - I scour garage sales, flea markets, salvation army - a book, a baby dress, a piece of jewelry I find, may start to conjure up ideas in my head.  I love magazines - I think I subscribe to 32 titles!  Fashion, travel....home decor, flipping through the pages is very inspiring.

I follow trends a bit.  I like to describe the Drooz look as "current yet classic".  I think it is dangerous to be too trendy - but yet I understand that our pieces are bought as accessories for the nursery - so usually the buyer is looking to match a particular bedding or theme - those of which tend to be pretty trendy.  I don't really like a "matchy-matchy" look - so long as I keep our designs fresh and interesting.  I honestly would say my main goal is to NOT look like the other art (or trendy items) out there.  We want to keep the style and soul of "Drooz".

Still working on the balance of raising children and running a business.  I have a great support from my mom and dad - they help with the kids a lot.  My husband is very forgiving if there are no dinner plans, or clean socks.    Really the kids are most important thing, and with this career I am able to have the flexibility to be there when they need me; school events, sick days, soccer practice, music lessons, doctor's appointments, etc.  Sometimes it means that I work late from home answering emails that I didn't get to all day - sometimes it means going to work when the rest of the family is catching a movie, it is all a trade off.

Third Entrepreneur - London Edwards

December 13, 2007

I think it has been written about over and over about how I came to meet London Edwards.  London was my "biggest (and only) fan" about a year ago.  She even wrote me an email telling me how much she loved the blog.  Had London not reached out to me, I would not have had the guts to reach out to so many other artists, crafts people and talented designers today.  I am so thankful to her for her having the guts to send me that email.

  I have been so lucky to have gotten a great friend from this blog.  The fact that someone I considered competition is now one of my very best friends may seem odd to some.  I do not consider her my competition - we both believe we compliment each other.  I also know so much about her that she is forced to stay friends with me.....kidding, but having an ally is a great help when you feel like you are an island.

I am hoping this interview does not reek of nepotism....do read her story, she has much to teach all of us!  Now, drum roll please....I would like to introduce you to London Edwards, owner and founder of My Little Dish.

London Edwards, owner & founder of My Little Dish

I had an idea for a product and was encouraged by family and friends to sell them. I did a lot of research before I started.  One, to see if there was anything out on the market like it, and two, to learn about the wholesale industry.  I had managed retail and worked in marketing for other companies, but had never had my own business.  I also had never done much in ceramics, so I had to learn that as well.  After all my research, I decided it was worth the investment and immediately began selling wholesale.

Industry Changes

Over the past 6 years the industry has changed a little.  It's had it's ups and downs due to fluctuation in the economy.  One change that I've noticed considerably is the purchasing habits of the retailers.  When I began, I immediately jumped on the wholesale trade show bandwagon.  It was much better in the earlier days that it is today.  It wasn't that shows cost less, they were still as extremely expensive than as they are today, but orders weren't as scarce as they are today. 

My first few trade shows were very busy and he orders I took at the show covered the cost of the show, including travel and hotel.  The shows that I've done over the past few years have not even covered my expenses.  It was apparent at this last show I did this summer.  Foot traffic was down and the average order was a lot lower too.  My guess is that retailers are feeling the crunch of the on line buyers and keeping their stores open on days they used to be closed.  I also think that some of these stores are doing there searching and purchasing on line as well.  I get wholesale requests frequently from boutiques across the United States, much more than I did 6 years ago.

My favorite part of my job is creating.  I love creating new designs and thinking of new items and  new ways to market and sell.  All of this requires an enormous amount of research, but to me, it's a blast.  To be able to sit at my computer, or with my paints, and just play - I love that. I feel like I'm playing hooky when I do it, but it recharges my battery.

What it Takes Day to Day

My least favorite part of owning my own business changes from time to time.  What is my least favorite thing today, wasn't a year ago.  I really don't like filling orders.  I know this sounds crazy, but painting the same things over and over is just dreadful.  Especially when I know there are so many other important things that I need to be doing in order to grow my business.  Now, that doesn't mean I don't like dealing with my customers.  I love that.  I love talking to them, finding out what they need and being able to tell them I can do it.  But actually painting the plate is not my favorite thing.  I enjoy handling it over to my painters and letting them do what they love - painting.  So, I can get back to creating.

All sorts of things inspire me, it' funny because my boys are in the tween/teenage years, so half of the stuff I look at it isn't something that I would even buy anymore.  I can find inspiration in clothing , books, magazines and even movies.  I try to stay on top of the industry and keep current with the trends.  For instance a few years ago, the prince and princess themes were all the rage.  I pained so many darn prince/princess plates I thought I was going to die.  But today, the simpler designs are selling best for me.  I check out the colors for the year and what is the newest combinations of colors and try to create new designs using these colors.

Balance Running a business

Luckily my kids have been in school for a while, so during the school year, balancing is pretty  manageable.  It gets a little crazy during their sports seasons and especially if they run concurrently with my busy season, but at least I can work while they are in school. 

During the summer, it is a whole other story.  It's tough.  I live in my car getting all three boys where they need to be or if I'm not doing that, I have a house full of kids running in and out.  I'm the kool-aid house it seems.  At least I know where they are and what they are doing, something I wouldn't have if I worked in an office somewhere else and for someone else.  Over the past six years they have really grown up with this business, so they really don't know anything different.  It would be strange to them, not to have stacks of paints and plates every where or not to have UPS at the door for a pick-up.

 

Working Mom Can NOT Do It All

November 1, 2007.

I was hoping to post some creative "Thanksgiving, fall like artwork" on the site today......but I am still trying to get the orange paint and glitter off my finger nails and wake up.  I was trying super hard to be that "everything to everybody" and do "everything"........and guess what I can't .  I had to do all sorts of Halloween stuff with my kids.  I did get up at 5:30 a.m. yesterday to try and finish everything for the  "Halloween Carnival Parade Party 2nd Parade 6 Children Play date Another Party Tricker Treating" Day.  Not only did I NOT create fall-like art, I did not make it into the office.

Not working when I chose not to work is a small perk.  I think I only checked my blackberry 27 times yesterday - a personal best for me.  This was one of those days when the company really could do without me - amazing, but true.

It was fun (and exhausting) to be at school all day for the Halloween, I got to be .....just like the other Mom's.  Sometimes I feel it is good to be "that" mom, to be super involved with my children's school - once or twice a year I will pull out all the stops (um, that would be play date and if you take a gander at all the activities I painted) since I have that guilt thing the rest of the year.

Whether I volunteer every day in their class, or once a month, I hope they will remember that I was there all day on Halloween.  The day is about them, and I loved being involved!  As a working Mom we all have to figure out what is important and what means a lot to our children.  My son really likes that I volunteer in the class once a week to do computer lab, it means a lot to him.  So leaving work early for one day a week to be there for him for one hour - not a big sacrifice for me, and to him it means the world.

My husband is also super excited because we donated all of our old party games to my children's school.  I am not the 'buy some party decoration's type of girl - I have to paint something.  Pin the Tail on the Donkey - uh, NOT.  I know, I know I have some real control issues.

And it would not be Halloween if I did not dress up like a total ass.  Yes, that is me - I am in costume, dressed like my friend the "Stay at Home PTA Mom" (not that there is anything wrong with that)....official badge, and school jacket to boot.  I am sure she will get me back next year, or make the next year a living hell for me, I deserve it.

So, with November  officially upon us, I can saw that the Holiday Shopping Season has begun.  Any day now I am sure I will see someone wearing one of those damn Santa hats.  Personally,  I will be holding my breath for the next two months - it is a mad dash for us to the end of the year.  We do 30% to sometimes 40% of our business this time of the year, and we are on target to beat our projections (gee for a second there I sounded all like a real CEO and all).  No matter what the industry says about a a possible Recession, gas prices or the Iraq war we are damn busy. 

My poor kids probably won't see me at an event until Christmas Eve - hence the spending all day with them yesterday, and don't forget the photos to prove it at a later date, "See Mommy was at your school, I did help out, I am involved."

Be Over Prepared

November 5, 2006.

So, I may have written about this before, but it is such an important aspect of being an Mom and an entrepreneur.  I would like to say that I am ALWAYS prepared....but I am not:

• Last week we ran out of tiles and had make an emergency order
• For three weeks we have been waiting for one color of ribbon that was back ordered
• We had no batteries for our camera to film my daughter's Halloween Parade
• When our Printer could not use the lay out for our new brochure I had to scramble and back track to get another Printer involved
• When presenting quotes for a new component of our websites I forgot to get two second quotes (Accounting demands three quotes)
• Painting flowers in my daughters NEW room take not one but at least five coats of paint due to the dark coloring of the walls....
• Had to have a clock and two pillows for daughters room shipped over night
• Finished my son's costume hours before a big Halloween Party

However, I am getting very prepared, even over-prepared for a first ever event, gulp, I am going to be interviewed for a local TV show.  The film crew is going to film my children's rooms (hence the expedited shipping) and apparently interviewing me about Jamie's Painting & Design.

I am almost prepared (I think) I still have a thousand things to do before the interview but this I have done:

• I have to talked myself while driving about what I think they may ask me <check>
• I had my husband video tape me (oh how painful to watch myself and hear my voice) <check>
• I know the show backwards and forwards (what TIVO is for) <check>
• The rooms are touched up, spiffed, pillows fluffed, vacuumed, adjusted to death <check>
• I have researched the interviewee <check>
• I have asked for advice from other entrepreneurs <check>
• Taken advice from our publicist (bold colors bad, dark colors good) <check>
• And I have started a mantra "s-p-e-a-k  s-l-o-w-ly" <check>

And if all else fails I will tell a knock knock joke my son taught me....no I am kidding.  I feel pretty confident about the interview, my stomach IS doing sumersaults as I write this though.  The last thing a friend said to me when we spoke on the phone last week keeps ringing in my ears, "DO-YOUR-HOMEWORK". <CHECK>

And it Always comes back...

October 31, 2006.

The irony of this post is how I started my day...I read my news in the morning on www.cnn.com every day.  I always quickly scan the articles before logging on to my check email.  Today an article about Oprah giving away $300,000.00 caught my eye so I read it.  Unless you live under a rock you probably heard she gave $1000 to 300 people (oh not to forget Bank of America sponsored it too) insisting they must do something charitable with it, and then document it on there new DVD recorder.  I thought it was a great idea, and am anxious to see the show...then went on with my day.

So....today I got not one but two emails back confirming we were in two articles regarding 'giving back'.  Being the media savvy entrepreneur I always reply to emails from journalists or magazines looking for information for an article, or just sending some company information to an editor.  So, I did not think twice of sending out two separate responses to two separate requests on charitable things we did.

Let me back up a second, and mention we give back to the community, to victims of Hurricane Katrina, terminally ill children, families on EMHE (another blog), church functions, charity events, sponsor sport teams, etc.  I feel as a business owner it is my duty to give back.  I also feel blessed, lucky to have such success and damn it it feels good to help people.

I am happy we did give back, and I am happy to get some free publicity - I actually  hope it inspires others to give back too.  And I do agree with Oprah, who said, "I can honestly say that every gift I've ever given has brought at least as much happiness to me as it has to the person I've given it to," (Amen, Oprah and psst.....call me!)

Tracking Visitors to Your site

October 18, 2006.

So, yesterday we had a big spike on our website, in fact it went up Monday and continued to go up on Tuesday.  Today we are going back down.  We had 12% of visitors to our site from Lafayette, California, and 34% were returning visitors from all over the United States.  In other parts of the world they are viewing our site also, London, Buenos Aires, Singapore and even Dubai!  Last week we had a record Monday with our biggest day ever of views to pages and almost all were new visitors, it was 3 times the average amount of viewers to our site.

So...how do I know this?  And if you have a company website YOU should know this too....

It's called Web Analytics, and there are many companies that do this...it's basically tracking activity and performance on your website.  Analytics measures whatever you want it to measure, effectiveness of a marketing campaign, measures traffic to a website, measures activity of a shopper - it's Big Brother for sure!

We use a free product from google (www.googleanalytics.com), and it gives us a glimpse at what our customer is doing.  Now, don't get me wrong I don't know exactly where they live, I don't know who they are, and I don't know what they are looking at.  And I believe it can be skewed....what if one person in Malaysia (not likely) looks at my site 45 times a day?  I am told it should be cookied and they will look at each user as a different visitor.

So, back to why the spike?  Our angel ornament was featured in Country Living's Holiday Gift Guide, however it hit newsstands back East over two weeks ago.  So, who knows?  We do not have a marketing campaign that we have been wanting to track, or an advertisement in a magazine.  We do PR and that is all we do.

Maybe some day I will be able to see you Jane Smith at 456 Elm Street in Kalamazoo, Michigan, looking at those Snowman ornaments over and over, and over again, tracking you as you explore our website.

Um, did I say loyal?

October 11, 2006.

I do consider myself a loyal business partner, and a loyal friend for that matter.  I have stood loyal by:

• Failing Sales Channels
• Companies that do not pay their bills on time
• Sales Representatives that do not 'represent' very well
• Contract Employees that were not working out
• Small companies that helped me develop my brand

That being said......I feel awful about something that happened today.  I have worked with a company for over three years.  It is a small business owner that has helped me in many ways.  I have gotten advice on computer programs, printers, color adjustments, paints to use, paper quality and weight, price cuts.  We have gotten free training, we have worked well together. 

However, we are now paying rent, we have an accountant, we have bills to pay.  So, for the first time ever I had to get multiple quotes, one from my friend, two others from strangers.  I got thee quotes and my loyal friend's quote was not the lowest.  We discussed it, I was honest and said I had to go with the lowest bid - I said it's business.

So, I gave the job to a new company, discussed the process and moved on.

Today, I got a call from my associate and he wanted to try to get a better price.  I reluctantly let him and assumed he could not match the price we had already established. Well, that's right he got a better price and he was asking us to go with his company.  To be honest, I was tempted to go with what I was familiar with and make my friend happy.  I almsot did, but then I thought about it for a few hours.

I had to go with my word, I gave my WORD to the other company and I had to stick with it.  I am nervous about branching out, I admit it.  I may get a raw deal, this is true.  However I have to stick with my word, even if others don't.

So, that being said I had to ask myself if i was loyal?  And yes, I still believe I am loyal, I will continue to use him and go to him for quotes, however I have to do what is best for my company.  It's not personal, it's business.  I have said THAT a number of times, so then why do I feel so crummy though?

Being Loyal in Business

October 2, 2006.

One of my favorite movies is The Godfather (1972) and the book is an incredible read also.  I have seen it numerous times and even did my final paper on it for a film class in college.  Yet, I did not realize how much I would re-use a quote from the movie after starting my own business:

Michael: Sonny...
Sonny: You're taking this very personal. Tom, this is business and this man is taking it very, very personal.
Michael: It's not personal, Sonny. It's strictly business.

This is true 99% of the time, even for women business owners this is true.  It is NOT personal, it is business.  Yet one is it personal?  When do you decide to make it personal?  When do you decide that you need to bend the rules?  When do you decide that this time it IS personal? 

Well I decided to make it personal last week.

I started this business in late 2002, yet did not pursue the web until middle of the year 2003.  I can remember doing searches on the web for products like mine and for top children's boutiques.  I would look at them over and over, not quite brave enough to call them or submit my products.

Then one day I got my nerve up and I sent an email to one of the sites I had admired for so many weeks. I sent a nice email, with a few attachments of photos of my products.  The owner actually called me on my 'new' business line I had just put in.  She was very nice, very complimentary and she really showed me what to do with getting my products on line.  She became an advocate and a friend who was also honest about my prices, even telling me I was charging too little, where instead she could have just marked her prices up.

Long story short, almost four years we have worked together, she used to talk to me and confide in me and really help me when no one else would.  I really appreciated her honestly and willingness to help some one she did not even know.  At the time, she was one of our biggest accounts.  Now at over 150 channels and climbing,and some major companies, her company is not one of our biggest - but that does not make her channel any less important to me.

So after working together for about two years she asked me a favor, not a big one, but a favor.  I was very willing to help her out and I agreed.  It was one of those 'what if' scenarios, and I was happy to oblige her, I owed her and I was loyal.

Well, this past week, that favor came a knockin', and I remembered my promise.  I called back my friend, had asked her about our conversation over two years ago.  She was dumbfounded that I a. remembered and b. was willing to keep my promise.  I told her I was loyal, that no amount of money was worth that.

We don't talk as much as we used, back in the day when we weren't as busy we talked weekly.  I do have fond memories of one conversation though, I told her something about me being so new to the business and I was just a small company, a nobody.  She actually raised her voice at me, scolded me and said, "You are NOT a nobody, you are a somebody.  And mark my word, some day you will be very successful, I know this about you.  I know you will be very big some day and you are already a somebody.  Don't ever say that again."

I miss those conversations.....

Where do you find the time?

July 26, 2006.

I must get asked this questions once a week, if not more.  Whether it is referring to work, my son's birthday invitations or re-decorating the family room.  More people than not though ask about when I blog (this was started at 6:45 a.m.). 

This got me thinking, and so I started making a mental note as to when I did things.  The quick and dirty answer is multi-task, the long one is figuring out when I did what:

• Making Dinner, re-decorate family room, wash clothes
• Paint at 5 am, dictate at husband who helps update website for me
• Design son's invitations late at night, daughter decorates in a.m. (with close supervision) while getting ready in morning
• Check voice mail while waiting for swimming lessons to start
• Shipping labels in early morning, while waiting for rhinestones to dry on tiles
• Work on products while watching The Daily Show
• Write business plan while driving across state (duh, I was the passenger)
• Read new business book on vacation
• Blog furiously while kids sleep
• Have sales rep fax signed contract, send changes via voice mail from amusement park
• Order supplies while printing orders for week

There ya go, that is what I do.  And asking for help is good, hard but good.  But the biggest thing that I now do is.............say no.

I know, I know, it's stupid (I can hear my daughter saying that's a bad word mommy in my head).  I have had to cancel on engagements, buy instead of bake, drive instead of walk, fast-food (un-healthy, pleases no lectures) instead of home made, gift bags instead of gift-wrapping.

I want to make it clear, I do not feel good about flaking, and I try very hard NOT do it to my kids.  I don't do it all the time, but sometimes I have to say no, or maybe.  Not being able to do it all has been my biggest obstacle, but I think I'll get over it - if I don't my husband will just tease me till I do.

Christmas in July

July 7, 2006.

It should have been Christmas in June if you want the truth.  Every year we have to focus on what we are developing for the holidays.  The products need to be developed, tested, reviewed, tweaked, photographed, sent to channels, added to catalog, shopped around trade shows.  I have done some new holiday ornaments during the year, but now it's crunch time.

New products?  Yes.  New holiday ornaments? Yes. New plates? yes......yes...........yes.  Last year I was still doing this development in our home so I blasted Christmas Carols to get things going......my daughter rearranged my CD's and I can't find them now.  Truth be told I am too tired to go hunting for 25 minutes.....and when I am developing at work the CD's are at home.

So....to add to all the other 'things' going on I am supposed to get super creative and brainstorm, and research and design new products.  The sad part is that this is what I enjoy, this is what I am good at.  All the other business stuff; interviewing, processing orders, shipping, ribboning, adding finishing hardware, not what I am best at.

And - did I mention it was summer?  If you work and have kids you know what that means?  Do you? DO YOU?  We spend a gazillion dollars on camps and then I spend all day driving back and forth dropping off and picking up.  Oh and I must not forget swimming lessons.

I used to work with a woman that would always say, "Find your happy place Jamie, find your happy place."  I so need to find that place...

For now, I am writting lists, and crossing one thing off a day.  As a small business owner, this 'to do list' is a must.  I also must admit that not everything on the list will ever get done..but I try.

Tweaking the Model

June 28, 2006.

Small business = Tweaking

Being an artist, I always want to tweak something.  Whether it was a project in school, faux painting my hall way, a mural in my son's room, or an image on one of our plates - I have the need to look at it and think....hmmm, it just needs a little something right there.  So, you might say I am a 'tweakin' expert', 'cause I swear I get it, I know the need and desire to tweak.

However, had I realized that running a small business would mean continuing to tweak, and tweak, and tweak a little bit more day in and day out - I don't know if I would have jumped on board.  Well, let's face it, I would have said 'bull-sh*t' and done it anyways (assuming the person that told me was wrong).  Running a small business is a continuous tweak, here are a few:

• Changing a shipping procedure to guarantee no breakage
• Tweaking the development so less people actually touch the product
• Tweaking the order entry, changing the naming conventions, shortening lead times
• Finding ways to increase margins, but keep quality
• Tweaking a job description to meet a new job
• Altering art to make a large channel happy
• Adjusting shipping charges to accommodate increased shipping charges
• Changing filing system
• Purchasing in bulk instead of direct
• Removing a product that is not selling

A small business is like a moving target, and what once worked sometimes does not six months later.  Accounting makes me take long hard looks at all aspects of the business quite frequently - trying to find how we can tweak it.  I often think someday I will not have to do so much tweaking, but I am sure there will always be ways to improve.

Many small business owners, mompreneurs if you will - that I know - are not always willing to take that long hard look and make the hard decisions.  I feel that I would rather be the one looking at my product and choose to change it, rather than a customer finding out a problem I had not seen.  You should know your companies strengths and weaknesses - a customer should not be able to shock you with something about where your product falls short.

Hence, taking the time to write this tonight....I am in the middle of a major tweak....and I am procrastinating - cause it's late and I have like one brain cell left.

Multi-tasking or Working Smart?

June 14, 2006.

Multi-tasking, a novel concept to my husband.  He just does not understand it, I describe it, I show him, I do it -- nope, nothing, wave my hands in front of his eyes and they just glaze over.  Having the ability to talk on the phone, fold laundry and make the kids lunch is foreign to my poor hubby, but he is male.

This weekend we are away for a few days without the kids, a long drive across the state - you say blah?  I say YEA!  I am going to use the time to tighten up our business plan and finalize it.  It is a uninterrupted hours of talking an figuring things out.  I can't wait! 

We are also making sure and stop at one of our show rooms and visit one of our high profile stores.  And then hand deliver some of our new summer products for the up coming show.  When first starting out we would always try and find new channels while on vacation.  I still always have my eyes and ears open.

Money, money, money

June 1, 2006.

Who was the idiot that said, "It takes money to make money"?  He (or she) was correct, and I know this, but damn it's frustrating.  Being a small business owner I often have a long list of what we could do with some extra money:

• Printing new collateral
• Updating Existing Products
• Developing New Products
• Getting more sales channels
• New light fixtures for warehouse
• Publicity for new children's products
• Sales for new Pet Division
• Photographing new products
• Sponsoring local sports teams
• Advertising in Trade Magazines
• Do a Major Trade Show

You name it, it's on my  'wish' list.  And that is my short list, that does not even cover what we need to do for the Holiday Season.  I am not even saying we will or won't do any of those things, some have to be done...but others.

I have a really good friend that always says she is going to go out back and shake the money tree, I mentioned this once to my children, (they were asking why we did not have a swimming pool in the back yard, not to mention our yard is dinky) I start mumbling the money tree had NO money left.  A couple of days later my 3 year old pipes up from the back seat of the car, "Mommy can you go check the money tree today, to see if there is any money for a swimming pool?"

Ah, ignorance of childhood...unfortunately I know where the money tree is and I KNOW if I take some money from it, I need to put it back and then some.  So, that's the crummy part of being in charge having to make the hard decisions and determine where and what to spend the money on.  My priorities today may not be the long term priorities.  Some impulsive decision's (Little Circus Themed Name Tiles and a Feather Boa Shop till You Drop Name Plaque) have been busts and a money losers, while others (sending free samples to a high profile store - securing a spot in a major magazine and celebrity clientele) a GREAT idea.  Learn to listen to your gut, I mean who isn't afraid of clowns?

I think my head is going to explode

May 20, 2006.

Ever get so mad that you think your head is going to explode, so every time this happens you say it to your three year old and you both laugh about the absurdity of it?   You know, turn it into a little joke between the two of you?  And then when your parents take your son to look at Christmas lights one night, he belts out, "IF I SEE ONE MORE CHRISTMAS LIGHT I THINK MY HEAD WILL EXPLODE!"  Um, guess I over-used that line a bit much, and had to explain to my mom why I was so stressed (ouch!).

These days, the only time I say that is when I am at work....and everyone else has gone home.  Things that are not finished, things done wrong, items not shipped, development not done...I could go on and on.  And if one more person says to me, "Ya, but...." when I show them the error of their ways, I am POSITIVE my head will explode.

Part of being the boss means having to take the fall (yes we have addressed this before) or the blame.  And sometimes, it even is my error.  Like last week, everyone was running around (literally) trying to find all these order forms, they were on our sheet for processing, but the actual orders were gone.  We looked everywhere, then I thought as a last ditch effort I would have to go home and see if I brought them home.........yep, you guessed it I screwed up.  I had to come back to work with my tail between my legs and apologize upside down and backwards that it was me, I made a big mistake.

So, my point is I take hours or even days before putting anything in writing.  I sit on it, I would like to say I have learned my  lesson (email fight with an ex-sales channel that ended badly).  I try to bring a calmness to the conversation and stay less emotional after finding an error.  I also try to put myself in their shoes, try to remember what it was like to be the employee, part-time,a full-time college student with other stresses in their lives.  And if all else fails, my husband will proof my email, bring me down a notch to realize we are all human, it is not the end of the world, and say, "no Jamie your head will NOT really explode".

Patience...uh sometimes?

May 8, 2006.

Patience - a must when starting and running your own business.

This is my first in a 27 part series on Patience.  What?  You don't think I have patience?  Wait a minute......my husband just fell over from laughter, I have to help him up so he does not swallow his tongue.

Okay, I will admit I am not the most patient person..........um, if we are being honest, I am not patient at all.  This is one of the hardest parts of starting a business for me.  I have to wait for so many different aspects of the business:

• I wait for a possible prospect to answer a New Product Submission
• I wait for a store to put in an existing order
• I wait for the existing channel to send their checks
• I wait for people to review a new version of our website
• I wait for a new channel to run numbers on sell through to see if we will continue to work with them
• I wait for a possible product placement in a major magazine
• I wait for materials to ship
• I wait for EVERYTHING

Being a type 'A' personality (I know you are surprised....stop I am blushing) I have mostly no patience for anything.  I realize that it takes months, sometimes years to establish ones company as a brand, a leader or a sought after partner.  Believe me, in my head I know - but my heart is not so patient.

This has been a difficult thing for me.  When I feel that I do not have the patience for something, I often need to focus on something else that is tangible.  I may need to go into the shipping department and do shipping that gives me a feeling of accomplishment by the end of the day.  Or, I pick up the phone and start cold-calling channels, or follow up on dry sales channels. 

Don't get me wrong, none of these things fill the void of 'WHAT' I am waiting for.  However, it does let me do something that has been on my arm-length to do list that would have otherwise NOT gotten done.

Get - it - in - writting!

May 3, 2006.

Sounds pretty obvious, I know.  You say you KNOW that....well this is easier said than done.  It is so easy to get all excited over a handshake or a or a phone call conversation.  I can tell you from experience if you don't get it in writing, it may be too good to be true.

Here are a few things I never got in writing:

• Feature one of my products in major magazine
• Products carried in a catalog
• High-End website agreed to carry my products
• Store samples ordered over phone, but owner refused when products received
• Boutique agreed to carry products
• Sales Representative agreed to represent my line of products
• Check is in the mail
• Project finished by certain date
• My company's name would be listed in newspaper article
• Competitor's products would not be sold on website
• Competitor would not copy my products
• A contract employee promised to work till a certain date

All of these things were things I was promised, either in person or via phone conversation.  None of them came to fruition.  Sometimes I have been wrong, but more times than not - it never happens if it's not in writing.

The key takeaway is that if someone commits something important to you, then get a confirmation in writing, whether it be email or on letterhead.  Once you have it in writing then you can fall back on it,  besides, it is a binding agreement.  Again, easier said that done, now I try to send a follow-up email to my partners, contract employees, or channels to verify what we discussed.