My grandfather, a Holocaust Survivor, came to the United States in 1961. He worked for a couple of tailor shops before deciding to approach a man who owned a building with a vacant storefront. Barely knowing English, Jack explained that after the war he worked and owned part of a large clothing and tailoring business in Belgium and he really wanted to rent the space and start his own business. The man explained to my grandfather that the storefront had gone through tenant after tenant and nobody lasted long. He wasn't going to rent it to a man who barely spoke English and was brand new to this country and to Wauwatosa. There was also a well established men's clothing store just blocks away.
Grandpa Jack explained that the storefront is vacant, there is nothing to lose and he guaranteed that he would not regret the decision if he allowed "Jack's Expert Tailoring" to open at this Wauwatosa location. This was the first of many great sales jobs that would occur there between 1962 and Jack's retirement in 1992. The lessons below are relevant to small business owners and entrepreneurs even though some may seem as if they are from a bygone era.
1) Make a personal connection. When someone walked into the store, they were greeted personally by Jack. Jack's wife, my grandmother, Genia also said hello, but Jack actually cut a circular hole in the wall between his back sewing area and the front sales area so he could see the instant anyone arrived. He hired tailors to help make alterations, but when it came to the sales, it was all Jack. The connection was key. Jack would listen to the person talk. If they had an accent, he would try and identify where they were from. Since he spoke seven languages, he may even converse with them in their native tongue. He began with forming a relationship. He would ask them what they do for a living and engage in the necessary active listening in order to understand their needs. When a customer went to "Jack's Expert Tailoring" they go Jack. And always with a smile.
2) The Custom Fit. Years ago, all formal wear for men was custom fit. Wealthy people often bought handmade suits. Nowadays some very, very wealthy people do this, but it is extremely rare. Jack's customers never asked him to make a suit from scratch (Although he could have) but they always got a "custom fit". Grandpa Jack had the typical three mirror set-up and he measured every customer with painstaking accuracy. This helped ensure that the clothing fit well, but it also made the customer understand that it was being done just for them. Indeed, Jack's clothing always fit the best. Fathers would bring their sons in for their first suits, people who had moved away from the area would return to buy a few garments. They had that personal connection and the custom fit. The art of conversation (Especially now in this Smart Phone era) is so valuable. Even then, it gave customers a smile and a nice feeling to talk to the owner and be catered to personally.
3) Be Present. In the thirty years that Jack's Expert Tailoring was in business, Jack missed very close to zero hours at the store. He would have his son-in-law stand in if there was an emergency or Genia could inform the customers of Jack's brief departure, but he was always "present". It would fall into the micro-managing/control freak model, but it ensured quality control. Jack could have opened other stores or expanded, but he couldn't have been "present". In reality, the need to be "present" prevents a person from expanding beyond a certain point. Jack may have been better served to operate his store (Or maybe multiple stores) without being there all of the time, but it would have been "Expert Tailors", not "Jack's Expert Tailors". I have absolutely no business ties to Yen Ching Restaurant on 76th and Good Hope, but I love it. Great food and the owners are always there (And we go there a lot). It's a little piece "Jack's Expert Tailoring". They don't let anything slide. When you find these kinds of places it's truly special.
4) Know Your Craft (And Make Sure Your Employees Do As Well). Jack began sewing when he was 12. His sewing ability helped him survive the Concentration Camps. He always said that it was from 1946-1961 in Belgium when he really became a Master Tailor. He had earned a special diploma in Germany in 1946, but the demands of sewing and the true eye of the tailor were developed in Belgium. For all the personality and custom fitting, the sewing had to be the best. And it was. Jack did all of the alterations to the new clothing. He had his employees and wife do the alterations to old clothing that people brought in. Jack hired only tailors who had a background similar to his. In one case, Jack had to fire a tailor that he really liked personally. The gentleman just wasn't good enough at doing the alterations. It can't just be "cool" to start a business. You need to be an expert. The areas where you are not an expert, get an expert to help you. Once you get people in the door, you need to provide them with the very best. Just as Jack asked the landlord for a chance, customers will give you a chance....but just a brief chance to provide the best service and product they can find.
There's More....There's Always More....Stay Tuned
Jack's Expert Tailoring Returns August 15th, 2015!
Grandpa Jack explained that the storefront is vacant, there is nothing to lose and he guaranteed that he would not regret the decision if he allowed "Jack's Expert Tailoring" to open at this Wauwatosa location. This was the first of many great sales jobs that would occur there between 1962 and Jack's retirement in 1992. The lessons below are relevant to small business owners and entrepreneurs even though some may seem as if they are from a bygone era.
1) Make a personal connection. When someone walked into the store, they were greeted personally by Jack. Jack's wife, my grandmother, Genia also said hello, but Jack actually cut a circular hole in the wall between his back sewing area and the front sales area so he could see the instant anyone arrived. He hired tailors to help make alterations, but when it came to the sales, it was all Jack. The connection was key. Jack would listen to the person talk. If they had an accent, he would try and identify where they were from. Since he spoke seven languages, he may even converse with them in their native tongue. He began with forming a relationship. He would ask them what they do for a living and engage in the necessary active listening in order to understand their needs. When a customer went to "Jack's Expert Tailoring" they go Jack. And always with a smile.
2) The Custom Fit. Years ago, all formal wear for men was custom fit. Wealthy people often bought handmade suits. Nowadays some very, very wealthy people do this, but it is extremely rare. Jack's customers never asked him to make a suit from scratch (Although he could have) but they always got a "custom fit". Grandpa Jack had the typical three mirror set-up and he measured every customer with painstaking accuracy. This helped ensure that the clothing fit well, but it also made the customer understand that it was being done just for them. Indeed, Jack's clothing always fit the best. Fathers would bring their sons in for their first suits, people who had moved away from the area would return to buy a few garments. They had that personal connection and the custom fit. The art of conversation (Especially now in this Smart Phone era) is so valuable. Even then, it gave customers a smile and a nice feeling to talk to the owner and be catered to personally.
3) Be Present. In the thirty years that Jack's Expert Tailoring was in business, Jack missed very close to zero hours at the store. He would have his son-in-law stand in if there was an emergency or Genia could inform the customers of Jack's brief departure, but he was always "present". It would fall into the micro-managing/control freak model, but it ensured quality control. Jack could have opened other stores or expanded, but he couldn't have been "present". In reality, the need to be "present" prevents a person from expanding beyond a certain point. Jack may have been better served to operate his store (Or maybe multiple stores) without being there all of the time, but it would have been "Expert Tailors", not "Jack's Expert Tailors". I have absolutely no business ties to Yen Ching Restaurant on 76th and Good Hope, but I love it. Great food and the owners are always there (And we go there a lot). It's a little piece "Jack's Expert Tailoring". They don't let anything slide. When you find these kinds of places it's truly special.
4) Know Your Craft (And Make Sure Your Employees Do As Well). Jack began sewing when he was 12. His sewing ability helped him survive the Concentration Camps. He always said that it was from 1946-1961 in Belgium when he really became a Master Tailor. He had earned a special diploma in Germany in 1946, but the demands of sewing and the true eye of the tailor were developed in Belgium. For all the personality and custom fitting, the sewing had to be the best. And it was. Jack did all of the alterations to the new clothing. He had his employees and wife do the alterations to old clothing that people brought in. Jack hired only tailors who had a background similar to his. In one case, Jack had to fire a tailor that he really liked personally. The gentleman just wasn't good enough at doing the alterations. It can't just be "cool" to start a business. You need to be an expert. The areas where you are not an expert, get an expert to help you. Once you get people in the door, you need to provide them with the very best. Just as Jack asked the landlord for a chance, customers will give you a chance....but just a brief chance to provide the best service and product they can find.
There's More....There's Always More....Stay Tuned
Jack's Expert Tailoring Returns August 15th, 2015!
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