When you were younger, did you ever participate in a spelling bee? I recently reconnected with some childhood friends and it reminded me of something I hadn’t thought of in a long time – the day I lost the 5th grade spelling bee. I lost on the word “indispensable.” Though the sting of that day is long gone, the lesson has stayed with me. That’s how it is with things that don’t come easily to us – once we’ve mastered them, we rarely repeat the mistake. Which is a good thing, because that word “indispensable” comes up a lot in working with owner-managed family businesses.
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In that quiet week between Christmas and New Year’s, I enjoy cooking gourmet meals for my family. It’s a chance to try new recipes, get creative with interesting ingredients, and of course, indulge liberally in the results. So a few weeks ago, I dashed into Wegmans to pick up one or two things for an evening meal. I came out with an armload of groceries and a new appreciation for family business customer service. Here are just a few things I observed.
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In Greek mythology, there’s only one figure whose character matures over time: Telemachus, son of Odysseus and Penelope, immortalized in Homer’s epic poem the Odyssey. The poem centers on Odysseus and his long journey home after the fall of Troy. During his absence, Odysseus is presumed dead; Penelope and Telemachus are left to deal with a horde of disreputable suitors competing for Penelope’s hand in marriage.
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If you think it’s tough mixing family and business, try playing the piano while lying in an MRI machine….

A few weeks ago, I attended the TEDx Mid-Atlantic conference, a day in which some of the region’s most influential and innovative people were invited to give the talk of their lives in 18 minutes or less. TED events (www.ted.com) have been called a “journey into the future, in the company of those creating it.” This year’s theme, “What if,” was a challenge to rethink some old questions and issues differently. [Read more...]