How Not to Do Business

Traditional business or incorporated private limiteds versus so-called on-line versions. Trade based proprietorships against a team of partners. Family or a group of mates?  However we shape the models, the main aim of having a business is to generate cash flows, and then being able to utilise such inflows for further positive outcomes.  We can call them partner profits, share dividends or co-operative returns.  Underlying such aspirations, to succeed, I believe, are the stringency of some key factors.  They are that the product or service must be viable; there are sufficient synergistic team or personal  drivers; motivating tensions between challenge and reward to overcome roadblocks; and a shared positive purpose amongst the players.  Over two weekends, I had the opportunity to come across a variety of business models and reflect on how not to do business.

Showing a rude face to customers:  The interface between customer and the business can be facial, on-site or through cyberspace. The nature of payment collection points, delivery of goods and services and handling of feedback and complaints echo the soul and personality of the business.  Outsourcing such critical points can be a mistake if not handled well.  Your products or service may not articulated or represented at its optimal best.  In a fast moving world of greater choices, in any industry or geographical area, mobility and change can destroy much built up goodwill and reputation at a much faster pace than anticipated.

Not jumping to engage further with any customer, potential or actual: I am surprised that some businesses never make more use of the opportunity with customers at the door, who may be hesitant to come in, or just arriving when the doors are closing. Instead of communicating with such individuals, they close the door right on their face. For example, even if the food kitchen is closed, offer them a coffee.  Even if the coffee machines have been cleaned out, give them a trigger card or offer for them to come back another time.  Of course, on-line websites are never closed.

Focusing just on fast turnover:  This is the bane of the ethnic restaurant, fruit or grocery market trade in most so-called big cities. The food and produce may be great, but there is clarity that the business wants diners to eat as fast as possible and shoppers to  move on as quick as they can -  to open up space for the next wave of customers.  And it is not even a fast food joint.  Add this with lack of conversation from staff, crowded seating or shopping aisles and too much noise.

No need to earn funding and not hungry to do business: These are places which passer-bys suspect are just facades, fronts or used to while the time away. A child can figure out that they do not even earn enough even to pay the utilities, and yet they survive over the years.  Most telling, the decor is at least twenty years behind.  You may want to suggest to such business owners that they can earn better returns by converting their cash to property.

Not having succession planning:  Especially vulnerable are businesses owned by a sparkling or dominating personality.  Buddhist thought reminds us emphatically that the only constant is change, and if we do not heed this fact, we suffer from such a consequence. Chinese street wisdom observes that wealth usually does not last for more than three generations - the first builds it, the second consolidates it and the third can enjoy and fritter it away.  It is not seeing the current business as only part of a larger plan and process.

Not recognising the weakest point and acting to mitigate this:  It can be over stocking, borrowing too much or not realising why some customers interact with the business only once.  It can be just relying on only one advantage, the classic "putting all the eggs in one basket".  Such a  business may be heading to the same fate as the Titanic on her maiden voyage, just because the key people in charge are in denial or ignorance about the quality of the holding plates used to build an otherwise great liner.

Not taking advantage of the disadvantages:  Every market jurisdiction has its own peculiarities, both beneficial and not so advantageous. At times,  businesses succeed because it operates only in areas without hovering clouds.  However, equally important and significant is how a business can differentiate itself and grow precisely because of the threatening clouds.  Clouds in this context can pose problems and discourage, but realising this perspective, your business can offer relevant solutions for a growing market.

Making use of your greatest assets when required - and dumping them otherwise:
Some businesses pay lip service that people are their greatest assets.  When the economy is bright, money is thrown at people to attract them to work for the business, and just as fast, these very same employees are shown the door at the very hint that ever increasing profits can be threatened.  Would customers be impressed, as the very same customers can be actual or potential staff.

Not acting on a niche need in the market, and keeping your business exciting:  Market conditions change, economies go on a roller coaster ride and competitive parameters vary. A business, whilst having a reliable core, must also be nimble to make use of new opportunities, especially in unserved corners and new products and services. Haighs in South Australia used to deal primarily in farm equipment and not hand made chocolates.  The business did not rest on its laurels, but was willing to transform itself to a new dimension.

First Taste - Box Hill, Melbourne

Claypot cooking is a tradition arising out of cool evenings and the intent for capturing all the goodness and flavours of carefully chosen ingredients to be combined in a one serve dish. The outcome of such dishes, whether as double-boiled herbal soups, rice-based vegetable cuts and meat slices or as noodle creations, is often aromatic. At First Taste, one gets personalised servings, the feel of home cooking and the chatter of an informal community all gathered to enjoy such a common penchant for this style of cuisine. Originating from China, the dishes are as safe and reliable for young kids and elderly nannas. As with Oriental dishes, there are lots of cutting, assembling of the ingredients and consideration for the balance of sensations (sour, sweet, savoury and salty) for each dish created. Shallots, garlic, ginger and bits of red-black Cantonese sausage are often used for garnishing, together with various sauces, ranging from XO to oyster.

Suan and Elaine had accompanied me to Box Hill in the greater Melbourne area one afternoon for a drop by at the First Taste outlet. The chain has other branches in Footscray and Springvale in Victoria, and I had recalled how I had been also introduced to the Hurstville outlet in southern Sydney by Tom and Nae. The Box Hill entrance is unassuming, but promised and delivered much variety and choice in different kinds of claypot combinations. Visualise black skinned chickens (silkies), black fungus, smooth tofu sheets, quail, scallops and prawns. Whether you view such things as acquired tastes, or as an adventure not far from home, is up to you.

The cooked white rice at the bottom of each claypot can be burnt. The other caution is to be ready for really hot servings placed in front of you. Do we consume the little bits of meat found hidden amongst the rice pile or floating in the soup? Use discretion, depending on the type of meat and whether you reckon the taste from such meats has already been transferred to the soup or rice. It can be fun, digging through your order, to find delights, mysteries and that item you have seen Mum cooked before.

My Caucasian friends vouch for black pepper diced beef sitting on claypot rice, especially during the rainy weather that we have been having. Whatever they choose, do not steer them to the durian flavoured soup as it is definitely an acquired taste! Then there is the risk of chicken feet herbal soup, complete with skin intact but supposedly providing some nutrition benefits for those already convinced of the beneficial effects of this dish. My weakness is stewed pork claypot, on the fatty side but tasty and irresistible! I enjoyed the food choices in front of me and was so engrossed in conversation with both Suan and Elaine that I totally forgot to take pictures.

I could be mistaken, but I reckon there is another First Taste outlet at Campsie in NSW. I recommend you try their fare on a cool night and you do not have to spend much to transport yourself to an authentic Chinese experience. Claypots can also be obtained for your home at most Asian groceries, usually at the back shelves. Clay is a porous material and such cooking is not confined to Asia, but also practised in different styles in Morroco, Spain and Italy.
My impressions of First Taste at Box Hill in the Melbourne region are:

Atmosphere: Crowded and noisy

Location: Near to suburban rail station, always something interesting outside as well

Taste: Varying and wide choice, flavours depends on what you actually have and experienced before.

People Engagement: As a matter of fact, I reckon the staff are asked to churn customer turnover.

Service: Quick and no time for conversation with customers. Best to point to menu pictures even if you speak Mandarin or Cantonese.

Best Time to Visit: Avoid lunch and dinner time slots.

Fav Dish Experienced: Wolfberry double boiled with other herbs, good for eyesight!

Would I Return?: Yes, for what I see as comfort food.

A Longing, A Special Treat

Penang styled noodles, with prawns, chives and pork slices, in a prawn-based savoury soup, above image, taken at Albee's Kitchen in Campsie south-west of Sydney CBD.

Various types of light and heavy cheese, according to taste preference, accompanied with various types of crackers, dried fruits and bread slices from Brasserie Bread of Botany, Sydney.

Curry puffs with sweet potato mash, chicken curry fillings and half hard boiled eggs from Albee's Kitchen.

Vanilla bean ice cream with a slice of pie fresh from the oven from Charmaine Wan of From My Home website, accompanied by Easter egg chocs from Haighs of Adelaide SA.

Cappuccino with a big K from Vaughn Turner at Rush, Wollongong NSW.

Chili crab, cooked with a creamy egg-infused savoury and spicy sauce in Singapore. Image credit to Ms Auyong Kit Fong.