Keeping Your Cigar Shop Clean!

By Ruth Bollo, author of Clean It Right

Living in a clean environment is very important to your well being. Besides a sense of pride, people have more mental tranquility living in a clean and organized home.  It is equally as important to provide your employees and customers a clean, germ-free and organized environment.  Retail Tobacconists in particular are dust factories (because of the smoke) and the constant traffic from customers requires diligent and consistent cleaning practices.

With so many cleaning products and cleaning tools on the market, most people find cleaning confusing and quite a chore. This article is going to change that.

Constant cleaning, organizing and  maintenance are the goals so that dust, dirt and germs don't get ahead of you or hurt you and your customers.

LET'S START WITH SOME TIPS & TOOLS TO HELP YOU WIN THE BATTLE!

- First and foremost:  do not let anyone in the area you're cleaning until all surfaces, seating and floors are dry.

- Countertops should be wiped often. Most countertops are glass. You can use an antibacterial wipe and dry it with a paper towel.  However to disinfect, leave surface wet for three minutes, then wipe dry.

- An Ostrich feather duster is the recommended feather duster. They come in a variety of sizes and can be purchased on many online sites.  Rather then spread the dust, the ostrich feathers really do trap and hold the dust. You should wash the feather duster at least monthly. Wash the duster in the sink using warm water and mild soap. Rinse the duster, wring it gently,shake it and allow it to air dry before reusing.

- Unscented antibacterial wipes are the cleaner of choice as they can be used and thrown away. Wiping is the preferred cleaning method in a retail tobacconist shop as improper use of spray products can harm the cigar inventory.  Unscented antibacterial wipes- PDI SANI CLOTH AF3 GERMICIDAL DISPOSABLE WIPES ( 3 minute germ kill time) to wipe surfaces such as doorknobs and shelves.

- Floor cleaner- ZEP NO RINSE FLOOR DISINFECTANT. Follow mixing instructions on the bottle carefully. Use water in the sink to mix or purchase a bucket.

- The Eureka Mighty Mite small canister vacuum model 3670 Type G-4 with disposable vacuum bags type MM HEPA filter bags  or disposable vacuum bags type MM odor eliminating premium vacuum bags.

- String Mop - (O Cedar or Quickie brand).

- WINDEX ( clear formula) or Perfect Glass glass cleaner


- SCOTT or KIRKLAND brand paper towels.

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RETAIL HUMIDOR CLEANING

- When storing or working with cigar boxes, never place the boxes directly on the floor because floors are dirty and people track in germs on their shoes:  place the boxes on shelves.  

- When employees are helping customers select cigars, have them use a tray to place the cigars in.

- Protection of the quality, safety and integrity of the tobacco products is our main priority.  Avoid touching the head of cigars (the end that goes in your mouth) with your hands, and also do not touch the foot of the cigar or wrapper to your nose when smelling.

Let's Get Started!!!

 "Top To Bottom" cleaning always works best. Using an ostrich feather duster, dust or wipe the humidor down from "Ceiling To Floor". Dust the shelves - top shelf down to the bottom shelf .This allows the dust to fall down to the floor making  vacuuming and mopping the floor your last step. Use unscented antibacterial wipes to wipe any shelves that may need to be cleaned. Do not use antibacterial wipes to clean cigar boxes!  Close the box and use a white cloth dampened with plain water to wipe the box clean. Also use an unscented wipe on the inside and outside  of the doorknob. Vacuum the floor. Mix the floor cleaner in water following the directions carefully. Dip the string mop in, wring it out very well so the mop is damp and not wet. Mop the floor from the back of the humidor out the door. Allow the floor to dry thoroughly before letting anyone walk in. If there are glass windows or doors in your humidor area, a clear glass cleaner can be used such as " Perfect Glass" or  "Clear Windex". However,  AVOID any kind of spray product in the humidor.  Wet the paper towel outside of the humidor,  wipe the glass windows or doors and dry with another piece of paper towel.

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RETAIL AREA TIPS

Retail Cigar Cutters - Most cigar shops leave cutters on the counters for customer convenience.  People can make a small cut, put the cigar in their mouth to test the draw and then make another cut.  The problem here is their saliva is getting on the cutter so you must train your staff to wipe the cutters down after each use.  Sanitizing the cutters can be accomplished in one of two ways. 1. Using  an individually wrapped alcohol wipe , wipe the cutter thoroughly and allow the cutter to air dry  COMPLETELY before placing it back on the counter. 2. Pump sanitizing gel onto a tissue or paper towel and wipe the cutter thoroughly. Allow the cutter to air dry COMPLETELY before placing it back on the counter.


Let's Get Started!!!

Using the "Top To Bottom"( Floor To Ceiling) cleaning method so the dust falls to the floor making your last step vacuuming and mopping the floor, dust pictures and wall decor ( use clear Windex on glass picture frames and a white rag dampened with water to wipe any canvas, plastic or metal wall decor to remove yellowing from smoke), dust shelves from first shelf down to last, dust fronts of any low cabinets and dust down  to the woodwork. Wipe shelves, surfaces, cabinet doors, cabinet knobs, cabinet handles, countertops, phones, light switches,  hand railings, computers, computer mouses, computer keyboards and cash registers with antibacterial wipes to clean and disinfect. Use Perfect Glass or Clear Windex on glass surfaces but DO NOT spray on a counter area where any tobacco product is present. Alternative cleaning method for glass surfaces is to use an antibacterial wipe. To disinfect, leave the surface wet for three minutes then wipe dry with a paper towel.

If there is a seating area, clean the area by using the same "Top To Bottom" method. I highly recommend chairs made out of vinyl or leather which can be easily wiped with an unscented antibacterial wipe. Make sure seating area chairs and couches are COMPLETELY DRY before allowing anyone to sit. Cloth upholstery is not recommended. After dusting, wipe any tables and surfaces with an antibacterial wipe. Vacuum the floor. Mix the floor cleaner in water following the directions carefully.  Dip the string mop in, wring it out very well so the mop is damp and not wet.  Allow the floor to dry thoroughly before letting anyone walk on it.  Any area rugs can be vacuumed and rolled up or removed from the floor then replaced after the floor is dry.

IMPORTANT TIP!
If there is an entrance area to your store be sure to keep that area clean and inviting using the "top to bottom" cleaning method. Use the same products and cleaning tools as you would use in your store. Be sure to wipe the  inside and outside of the entrance door and the inside and outside of the door handle. 

IMPORTANT SAFETY TIP!
If you are cleaning during business hours, dry the inside and outside of the entrance door and door handle so no one's hands come in contact with a wet cleaning product.

CLOSING THOUGHTS

PEOPLE LOVE THE FEELING OF CLEAN!!
By following the above suggestions and cleaning methods, you will make your store a great place for employees to work.  Set up a cleaning schedule and responsibilities and hold your employees accountable for your shops cleanliness.  A sparkling clean store is sure to help you provide a fantastic shopping experience for your customers.

To learn more about how to CLEAN IT RIGHT, please visit the website:  http://cleanitright.us/

Humidor Shopping Trays

If you are a retail tobacconist, do yourself and your customers a favor and provide shopping trays in your humidor.  Here are a few good reasons why:

1. Shopping trays encourage UPSELLING!  Because an empty tray yearns to be filled!

2.  Customers are limited by the amount of cigars they can carry in their hands: shopping trays increase the potential sale!

3.  Make it your custom to grab a tray when you go in the humidor to help a customer.  This practice shows panache, professionalism, and increases sales (see reasons 1 & 2).

While there are not many astute manufacturers providing branded shopping trays, you can create your own from large cigar box lids (see picture).  

Drive Your Business

Drive your business, don't ride it.  It's too easy to let your business coast.  It's too easy to react, play defense, and follow trends.  But great business people know they must be proactive, play offense, stay ahead of the curve, lead rather than follow, and drive your business forward rather than ride it out...  Being a great tobacconist means you need to think ahead, forecast trends, and educate your customers.

If you are selling what's hot on the interwebs or social media, then you are just reacting and following.  This strategy means you will be selling the same stuff all of your competitors are selling and you will fade into the sunset of mediocrity.  Constant improvement, bucking the trends, and innovation are the only way to stay ahead of your competition.  If the brands you carry are showing up on discount mail order sites, then you are behind the curve.  If you are buying what seems hot in social media, then you are reacting defensively.  If you are chasing ratings to fill your humidor, then you are becoming a generic retailer and the discount mail order industry will bury you.

Edit your inventory, vet your products, educate and enlighten your customers and you may succeed.  But don't play defense today.  It's 2015 and consumers are more educated than ever, so any great tobacconist must stay ahead of the curve... But a proactive business creates their own curve.  Don't react to the market.  Make your market.  Be about something (#beaboutsomething): educate!  Let your customers know you edit your products and don't carry the flavor of the month just to be trendy.

But all of this is not enough.  A business is only as good as their employees.  Employees who maintain standards are fine and sometimes we are lucky to have a few of those.  But great employees innovate, improve, and bring vitality to the business.  Ask your tobacconists to elevate merchandising, improve cleanliness/organization, find new products, and teach you something.  Retail tobacconists need to be innovative, proactive, and forward thinking.  If you are spending time trying to maintain standards then you are riding your business and reacting.  Challenge your tobacconists to DRIVE THE BUSINESS: take ownership and pride by improving your professionalism, service, and products!  Again, a business is only as good as its employees, so teach them to drive!

Humidor Etiquette

   

Retail walk-in humidors must be rigorously maintained. Their temperature, humidity, air quality, and sanitary standards must be perfectly kept to preserve the cigars and protect the customers that smoke them. People walking in and out of retail walk-in humidors bring germs, dirt, and debris into the environment, so many steps must be followed to protect the cigars. Firstly, Tobacconists must regularly dust, sweep, mop, and vacuum their humidors. But it takes both customers’ and Tobacconists’ efforts to maintain the integrity of the cigars in a walk-in. Ultimately, Humidor Etiquette is about following the ‘golden rule’ and doing unto others as you would have done unto you. The following etiquette rules apply to both consumers and Tobacconists who use a retail walk-in humidor.

   

NO SMOKE
The natural aromas of a walk-in humidor are a subtle co-mingling of different tobaccos from all over the world. Part of the reason Tobacconists make their walk-ins accessible to customers is so that they can enjoy the smell of aging tobaccos. Lit tobaccos will overwhelm the natural aroma of a walk-in and excessive smoke can taint the flavor of the cigars. Not smoking in a walk-in is part courtesy to the next customer and a way to protect the cigars themselves.

TOUCHING CIGARS
Ultimately, the head of a cigar will enter your mouth, so cigars must be treated with the same care and respect as food. Maintaining clean hands when touching cigars is imperative. It is important for Tobacconists to have sanitary soap and hand sanitizer on hand for personal and customer use. In addition, when inspecting cigars you should only touch the foot and shaft area. Never touch the cigar above the band (head and shoulders) since someone will eventually put that cigar in their mouth.

SMELLING CIGARS
As consumers, we all have the right to smell the wrapper and foot of a cigar. In fact, that is part of the enjoyment of picking a great cigar. While smelling cigars can be part of the pre-selection process in a walk-in, it must be done in a sanitary and respectful way; as the nose contains germs and mucous that must be kept off cigars. If the cigar is wrapped in cellophane, push the cigar half-way out of the cellophane. Cellophane smells like cellophane so there is no point in sniffing it: when finished, you can push the cigar back in. Whether smelling just the wrapper or the foot of the cigar, always keep the cigar at least one inch from your nose and/or facial hair. One inch is close enough to sample the aroma of the tobacco yet far enough to minimize contamination.

    

SELECTING CIGARS
Now that we have covered the proper techniques to touch and smell cigars, we can address the more general process of picking one out. Some customers take the first cigar out from on top of a box, while others like to scrutinize every single cigar. To each his own method; there is no right or wrong. But, when pulling cigars out of a box, one must be very careful not to tear the wrapper or damage the head: in particular, the cigar foot is highly susceptible to damage. If you take cigars out of a box, lay them in a safe place and return them carefully when you have found your perfect cigar.

DAMAGED CIGARS
One of the biggest economic challenges for retail Tobacconists with walk-in humidors is minimizing the amount damaged cigars: it is a massive expense unique to our business. While some cigars come damaged from the manufacturers/distributors, most damage occurs because of consumer mishandling. Retail Tobacconists absorb the cost of damaged cigars since they cannot be sold at standard retail margins. If you see damaged cigars in your retail Tobacconist’s walk-in, let them know: they will thank you for it.

RETURNING CIGARS
Sometimes you take a cigar all the way to the cash register and then decide that you don’t want it – that’s ok. As long as you’re handling the cigar properly, you can return it to the walk-in. When returning a cigar to the humidor, it is always best to place it in the proper box with the head up and cigar band facing forward. This is called “facing” and retail Tobacconists do it every day to honor the brand, cigar maker, and our customers.

Most retail Tobacconists will not allow customers to buy a cigar, take it out of the shop and return it at a later date. Due to cigars’ precise humidification and temperature requirements, plus the fact that they will end up in your mouth, cigars must be treated like perishable food.

OFF THE FLOOR Keeping cigars off the floor is obvious, but it is also important not to place boxes on the floor, either. Placing cigar boxes on the floor contaminates them with the same dirt, debris, and germs that people’s shoes have been tracking in. This piece of humidor etiquette is particularly important for Tobacconists to heed since it is easy to forget when stocking and organizing the walk-in.

The Bad Customer

    

While it sounds like an oxymoron, it is true; there are Bad Customers.

Some customers are disruptive to others, some steal, some are vulgar, others talk loudly, and some cause drama or complain about trivial matters. In my stores we have a written sales policy by the register and part of it says “… if you are rude, pompous, or annoying, please leave and never come back”. And occasionally we must reference this item and kick someone out. I always wanted my stores to be inviting so I decided long ago that some customers are not worth the trouble. Getting rid of Bad Customers lets us focus on the customers who deserve our attention.

    

I remember during my first month in business I asked my father ‘isn’t the customer always right?’ and he said ‘of course’ …. followed by a long pause…. and then he said “unless you are willing to lose that customer“. Well, I learned early on, some customers are worth losing. But, knowing this does not make it any easier to lose a customer. Customers are precious – and not easily replaced. Above all, our customers make a choice to spend their money with us and that is an honor, so losing one is not a decision that should be taken lightly.

   

A week ago we ‘un-customered’ someone and it has been popping into my head everyday since then. This customer, we will call “Slava” is a perennial nuisance. Years ago we asked him to stop yelling at his wife in the store and ‘take it outside’. He didn’t come in for months after that: he actually thought we were being rude. Now that I look back, I wish he had never come back… but saying goodbye to a customer is like breaking up – very difficult. Last week Slava pulled a cigar out of the cellophane and stuck it into his nostril (see picture), leaving a glossy sheen of mucous. He then paid for it, got his change, and went back into into the humidor to exchange the cigar he stuck up his nose. Well, of course this is disgusting and unsanitary so we told him he would not be able to exchange the cigar. Being the narcissistic imbecile that he is, he got angry, insulted us, and stomped out of the store. Good riddance Slava! Now you can go torture some other poor retailer for $2.69.

Ultimately, I am confident we did the right thing, but that doesn’t stop it from hurting. Again, because every customer is precious.

New Customers: Car Dealers & Motorcyclists

   

The New Customer:

Customers are defined by their Values.

Tobacconists are defined by the Value they Add!

   

Some of our best customers are car salesman and dealership owners. I can count hundreds of thousands of dollars in income from car salesmen and dealers since I have been a Tobacconist – their business has more than paid for every car I have owned over the years. These are truly special customers, for many reasons.
 
Firstly, dealership owners tend to be the embodiment of the products they sell. They are freedom loving, individualistic, and quintessentially American businessmen. This is also a pretty good description of the average cigar smoker too!

I have had several dealership owners who regularly purchased large quantities of cigars for themselves and their staffs.

Many owners and salesmen shop with us when they want to thank a [shared] customer who just purchased a car. – Maybe we should encourage our customers to tell their car salesmen that they love cigars from ‘put your store name here’.

Another benefit of the car salesman/dealer customer is the great deals. Both my customers and I have benefited greatly from these special customers – as always, cigar smokers share a special bond.

Perhaps the most interesting benefit of the car dealer customer is the event potential. I once had a formal cocktail party/cigar tasting event in the service garage of the Land Rover dealership. I must qualify that the garage was beautiful, spotless, and oddly elegant when filled with luxurious automobiles. In addition to this type of event, there are many other opportunities for marketing, promoting, and co-branding with car dealerships and clubs. Some ideas include:

• share mailing lists
• car club meetings at your shop
• outdoor booth at dealer and club events
• showcase luxury automobiles at your shop
• offer gift certificates or coupons to a dealership’s customers
• give a free cigar to new car buyers, like when a baby is born
• negotiate special offers for your customers from a dealership
• advertise in a dealership or car club brochure, internet site, or newsletter

So the lesson is…. get to know the car dealers and salesmen in your area. Find out if you can work together to better service your customers. And treat them well, as they will you.

Also, just substitute the word "CAR" with Motorcycle/Motorcyclist in this blog and you have another group to market to and with!

Tough Times = Better Business

  

I have been getting lots of emails from Tobacconists worrying about, and struggling with, the current economic downturn; not to mention innumerable conversations on the topic. Overall, I would say half of the retailers I have spoken to say business is down significantly. The other half are either flat, or [claim to be] growing – but much of the growth is from newer stores. Either way, these are difficult economic times and many people are hurting.

  

My retail businesses are down a few percentage points. To me, this is a significant problem: if it wasn’t for [some of the annual vendor] price increases, we might be down 8 to 10%! And of course there is the rising cost of freight, energy, rent, and everything else. Ultimately, if you’re not growing, you’re declining.

  

Now we must do some things to CUT COSTS:

  

• Re-negotiate our CC* processing fees
• Re-assess our phone line(s) usage
• Tighten up Labor
• Look for more profitable products
• Start charging for freebies, like water, shipping, etc…
• Buy more generic packaging materials: zip-top bags, shopping bags, etc… (in fact, we have cut back to just one size zip-top bag for cigars – I really miss the 4×8 but the 5×10 fits everything)
• Clean & Organize! This process will help you find dead weight, inefficiencies, and opportunities

  

*The credit card processing fees, in particular, are a great place to start: get a quote from their competitors and ask your company to match the price – last year we saved over $500 per store!

   

While cost cutting is important, I am much more fond of re-investing, making improvements, and enhancing service. I have been through tough times before and always made money.

   

The only way I know how to get through them is to be proactive; not to shrink in fear – don’t make decisions rooted in fear. Already this year, my shops have seen new computers, cabinets, furniture, products, and more. Keeping the shops fresh and invigorated is imperative during tough economic times: Customers Will Notice! Even if customers don’t say something about your proactive efforts, they will notice both consciously and subconsciously.

  

I think the worst thing you can do during difficult times is:

 

• Shrink Inventory Noticeably
• Change Your Vision (i.e. get rid of great cigars and replace with bundles)
• Decline Service Standards (Step It Up!)
• Complain to Your Customers (Don’t Lie & Don’t Whine)
• Make Decisions Based on Fear

   

If anything, this is the time to be grateful for your existing customers: say hello, please, and thank you; fulfill special orders; ask them what they want and exceed their expectations! Frankly, a great cigar is just what we need during difficult economic times. We are in the business of selling relaxation, quality of life, decompression, escapism, and camaraderie – the cigars are consumable but the value is priceless. I see many new and old faces coming through the shop lately and they look like they need a cigar! This is a great time to provide a sanctuary to your customers – they will be grateful for it.

    

** If you need help, suggestions, advice, ideas, or would like to contribute some, please send us an email.

Fundamentals First: Products & Customers

 
It sounds simple enough, “Fundamentals First”, but it is paramount to success. My favorite cigar maker quote is from none other than Jose Orlando Padron; the simple translation is ‘you must crawl before you walk, and walk before you run, if not you will fall on your face’. Truer words have never been spoken, in my humble opinion.

  

Sr. Jose Blanco has his 5 Keys To Retail Tobacconist Success, and I think those are powerful and accurate. But I also think Tobacconist success can be distilled further into only two necessary fundamentals: PRODUCTS & CUSTOMERS. Focus on Products, Focus on Customers and you will never fail. Those are the two fundamental principles for success: PRODUCTS & CUSTOMERS. That’s all you need to know. Now, get to work….

Trust, Trust, Trust

“Trust is the cornerstone of Tobacconist credibility. Trust is earned through honest and diligent efforts, not once, but consistently, over long periods of time. In general, consumers are wary of advice, opinions, and salespeople. Tobacconists earn the Trust of consumers one cigar or pipe recommendation at a time. Eventually, Trust will emerge and be the irrevocable glue that bonds a customer to their Tobacconist.” – TU Code of Ethics & Standards
 
Trust is the foundation of every relationship….
  
If you take the bands off of the cigars in your humidor, or the labels off of your pipe tobaccos, pretty much everything looks like generic or commodity products. In fact, without smoking the products, our senses tell us relatively little about the true qualities of luxury tobacco. Consumers are influenced by aesthetics (cigar band & box attractiveness), their peers, and most surprisingly, consumers often believe advertising and internet copy. But the best advice in a retail humidor comes from a retail Tobacconist.
  
Retail Tobacconists are the only members of our industry who must be accountable to our customers in a face-to-face environment. In fact, retail Tobacconist survival depends on building and maintaining Trust. Just like you trust your attorney and accountant when they give you advice, your butcher to not sell you rotten meat, you Trust your Tobacconist to understand your needs and respect your time and money.
 
Building Trust takes time, commitment, and consistency. This is not a fly by night, get rich quick business. It takes many years to become a good Tobacconist, and decades to become the best. In that journey a retail Tobacconist cannot be afraid to say “I don’t know” or sell a less expensive product when it suits their customers’ needs. Retail Tobacconists must do the right thing every time to keep our customers coming back.
 
Build Trust, and everything else will follow.

Tobacconist Whisperer

I like to think of Tobacconist Whisperer as my own little management theory, but in reality it has been borrowed from the original Horse Whisperer(s) and Dog Whisperer (Cesar Milan). It has taken me almost fifteen years to get to the point where I can use the Tobacconist Whisperer techniques and I am finding them just as valuable as anything I have ever learned from Peter Drucker, Ken Blanchard, Tom Peters, or any other management guru.

  
Tobacconist Whispering is the art and science of understanding natural human behaviors, instincts, and reactions; then using that knowledge to illicit desired actions from Tobacconists and Customers. Tobacconist Whispering is employed through Calm & Assertive behavior.
 
It is easy enough to understand that stress and angst lead to more stress and angst. A stressed manager will stress their Tobacconist who will in turn stress the customer. No matter how hard we try, our own dispositions and body language will affect and effect those around us.
 
For example, recently I walked into my Princeton store to find a Tobacconist on the floor trying to fix the fax machine while another was fussing with the credit card machine. The machinery had gone haywire and there were customers coming in and out of the store. Both of my Tobacconists had flustered and frustrated demeanors. One had their brow sweating and the other looked ready to strangle a chicken. I’m sure a decade ago this would have led me to get angry and frustrated as well. But I now know that all of these problems can and will be fixed; they are just machines after all. The only variable worth focusing on in this mini-catastrophe was the CUSTOMER. Our job is always to focus on the customer and not let anything get in the way of that. If you focus on the customer then you realize that nothing else matters. We must encourage that customer to come back through our good service and having two hysterical or frustrated Tobacconists does not help. So I walked into the shop and focused on being more CALM than ever, telling employees to RELAX and FOCUS ON THE CUSTOMER. I used my body language, tonal inflection, and words to CALM the situation and get everyone re-focused. If I had come in cursing, barking, or overly assertive it would have compounded the already downwardly spiraling situation.
 
The Tobacconist Whisperer techniques are about letting your mood and emotions set the tone for what you want out of people, and lead by example. Consider your employees (and customers) like your loved-ones and ask yourself: How do I want my loved-ones to be treated? What do I want my loved-ones exposed to? Treat them with calmness, respect, and fairness. You are in a position to create a perfect world for yourself and it starts by LEADING BY EXAMPLE.
 
Every retail Tobacconist knows that when it rains it pours. Often we are dealing with broken humidifiers, machinery problems, schedule changes, POS issues, and much more. All the while, we must provide a comfortable and hospitable environment for our customers: that burden/responsibility/honor rests on our shoulders, so we must lead by example.
 
And the Tobacconist Whisperer techniques work equally well on customers. Through our body language, tone, and words we can manage our customers as well. One of the first things I tell our Tobacconist Apprentices is that “You never know what a customer has been through on a particular day”. If someone comes in and is nasty or angry, that is OK. Perhaps they received terrible news that day or lost a loved one: these things happen every day. It is not our job to judge them, but rather to do our best to bring something pleasant and positive to their day. As humans, retailers, and Tobacconists we must be willing to accept and forgive in order to move forward. Conversely, if a customer is ever belligerent or too nasty, every one of my Tobacconists is authorized to throw them out forever; because no one deserves to be treated with disrespect. There is a lot of grey area here, but if you train and educate with the right values your Tobacconists should be able to make the right decision without letting their egos or emotions get in the way.
 
Ultimately, Tobacconist Whisperer is about being cool and collected under pressure; body language counts! With December and the holidays around the corner, these are excellent values to be reminded of. The ten days before Christmas are extraordinarily challenging for good retail Tobacconists: we handle ten times our usual traffic and try to maintain our own high standards, since we want those customers to come back during the year. Ironically, the majority of our holiday customers are the most challenging, question and doubt-filled customers: they are called SPOUSES. So my advice to myself and every other Tobacconist this year is buckle down, be cool, and focus on the customer. Everything else should take care of itself…

Jorge Armenteros, CMT

I Love Tobacconists

I feel remiss in not having written in a couple of weeks….. but I would like to follow up and say that the Tobacconist University Certified Lapel Pins finally arrived and they ARE Spectacular!!!!
 
But that is not why I am inspired to write today. I just came from a meeting of our State Retailers association. It is a unique group filled with retailers from all walks of life. Our members are Retail Tobacconists with different specialties and stores that serve very different markets. To put it mildly, it is a diverse group. I’m amazed at the diversity of opinions in our meetings. While we are all essentially in the same profession, you would think we weren’t. It is amazing to see so much disagreement and lack of consensus. But that is par for the course in the tobacco industry: cigarettes pitted against cigars, retail against mail order, etc…. We are severely fractionalized, divided, and constantly on the defensive: fighting legislators, taxation, oppression, and sometimes ourselves. Even with all of the different opinions floating around in that room, and different agendas, there are some underlying commonalities, which I admire and respect greatly.

I didn’t start writing this to complain about my fellow Tobacconists. In fact, I leave these regular meetings a little frustrated at the state of our State and Nation, but I also leave rejuvenated. I’m not rejuvenated because we came to any sound conclusions or had any great ideas. I’m invigorated because I’m reminded of why I choose to stay in this industry. Stay and fight for what I believe in; both in terms of freedoms and values. Above all, most Tobacconists I meet are GREAT people. Sometimes I think they are the only people left who actually care about the products they sell. We are Customers, first and foremost. And we are committed to what we love, no matter the challenges, because our passion is undeniable.
 
I can’t think of any other profession facing so many obstacles. Yet I have never seen so many fine people so committed to fighting the good fight and doing the right thing. Sure I’m biased, but that doesn’t change the fact that I Love Tobacconists… and you should too. Don’t let this part of our culture, this venerable profession, die. Support your local Retail Tobacconist, and tell your friends to do so as well. I would argue that nobody works harder to satisfy their customers, than Retail Tobacconists…. and I promise you, they aren’t doing it just for the money.

Jorge Armenteros, CMT

The Little Pin That Could

In almost a decade we have certified dozens of Tobacconists in Princeton, NJ and in Pennsylvania. By the end of this year we will complete the first generation of our four college Academic Curriculum. In addition we will, in all probability, have over one hundred Certified Retail Tobacconist individuals (CRT) throughout the country by the end of 2008. This is a small, but historic step, in a long and uphill journey. This generation of Certified Tobacconists will wear the first ever Tobacconist University Certified pins (see Certified logo in sidebar). These are the same antique brass type pins that U.S. Senators and Congressman wear on their lapels, and to me they are equally special.
 
I am writing today because I just approved the proof for the pin and it prompted me to think a little about its significance. I know that the pin is a reflection of academic achievement, our adherence to the Code of Ethics & Standards, and also a symbol of pride, sacrifice, and accomplishment. We are proud because we work in an industry filled with generous and extraordinary people (both producers and consumers) as well as with special products. We sacrifice income, honor, and public credibility every day because tobacco has become ‘anathema to our modern society’. Now, through our bona fide accomplishments, luxury Tobacconists can take back their integrity and place in society as esteemed professionals; no less than sommeliers and chefs. Above all, we are individuals who have chosen to work at what we love and to follow our passions.
 
This brings me back to the pin. The pin is for Retail Tobacconists; those who serve their customers in ‘Brick and Mortar’ tobacco shops. Frankly, we may be a dying breed. Over the last decade we have seen the proliferation of Internet mail order and anti-smoking laws: both of these are formidable forces. As if the anti-smoking laws weren’t enough, the Internet threatens to commoditize the products we sell, and Retailers are challenged to provide increasing value to our customers: a challenge we can live up to. When a customer sees the pin, they will learn that their Tobacconist goes to great lengths to serve them. Customers will then realize the same educational resources their Tobacconist used are freely available to them. If we can educate and enhance appreciation then we can change the culture we live in: one Tobacconist at a time, one Customer at a time.
  
Soooo…. Look for the Pin.