Articles

Challenging conversations. Approaching a difficult situation within a family business can be challenging. Underlying tensions, which often lead to less than honest conversations, are often caused by childhood rivalries. Sibling rivalries, generational differences or power struggles can be simmering beneath the surface just waiting to emerge when a small issue arises. But there are ways to handle these challenges.

We all know that well-worn cliché, ‘honesty is the best policy’. We also know that it’s far easier said than done.

How can family members when working together in business, have open and honest conversations with one another?

It all depends on the hat that each wear!

Businesses forget-it’s not just about the product or service, it’s the customer experience that brings people back time and time again - customer experience is the key.

There’s a great example of what innovative local businesses can do when the ‘chips are down’. Steve Stannard of the Cyclista Espresso Bar and Roastery in Palmerston North, NZ, knew that after four weeks without, Kiwis really wanted their good, barista made coffee. But how to get it to them from his café in George Street, Palmerston North without breaking the Level 3 restrictions? How could ge continue to give then a customer experience?

He could, as others have done, start a phone or online initiated delivery service – but with limited resources, this was not feasible. As a successful business owner, Stannard also knew something that often other businesses forget – it’s not just about the product or service, it’s the experience. "Part of getting coffee is the experience. It's not just about getting your coffee; people like to come in for a chat" Stannard said.

Pondering this conundrum during Level 4 lockdown, Stannard got the brilliant idea of