Today I’m going to wax poetic, or at least pay homage to a man who did.
The protagonist in Ernest Hemingway’s The Sun Also Rises is asked how he went bankrupt. The reply was “Gradually, then suddenly.” A series of small ideas that seem smart at the time, culminate into a much bigger, bad scenario for the character. But that expression is an interesting one to keep in mind over the next few years, and not just in terms of companies going bankrupt, but for companies that seem to spring up.
Just over twenty years ago I was a newcomer to this field. I began my career working for the Hearing Aid Department of Eaton’s – (Gradually Eaton’s lost the control of their brand, suddenly, they were in receivership!!!), which, as the quote I just mentioned implies, ceased to be. And not so surprisingly, other big chain stores are either adapting to the new way of big retail, or chipping away at their brand’s reputation. In the hearing aid industry, the gradual part was the proliferation of hearing clinics throughout the province. Slowly, at first, small clinics popped up here and there, but eventually bigger fish saw the appeal of the Baby Boom generation and the fact that their hearing was becoming more important to maintain. Then, within a couple of years, there were chains of hearing aid dispensaries opening all over the place. There are no fewer than 6 big chains now, some are flourishing, others barely keeping afloat, and at least one has been taken over due to bad debt. They re-opened under a different name and in different locations, but basically, it’s the same people, funded by another manufacturer. And yes, that’s the brand they push you toward. If you drive around the area where Zabell is located you see that it has become “hearing aid row”. Within a 3 block radius there are 7 other hearing aid places trying to survive, a new one, the one who got ousted from a department store, is literally next door. It bothered me at first, but then I thought about it and realized there is a reason they got ousted and that often history repeats itself. And it has already; several times.
But the fact that we have been around for such a long time means people can count on us to be there down the road. Arne Zabell’s name has adorned the doorpost of our office for almost 50 years and we continue provide the same level of service and quality he did when he opened it. I don’t have any affiliations; I can provide service to any hearing aid that is sold in Canada, and while I don’t consistently deal with EVERY manufacturer, I have worked hard to maintain good relationships with all of them. And we have an understanding – I’m happy when my clients are happy. If they aren’t happy, I won’t deal with your product ever again. So far, it’s never come to that. Even manufacturers I have had trouble with in the past have made amends for that and I am quite happy to deal with them. I don’t like burning bridges, because when you “gradually” burn all your bridges, then , “suddenly ,“ you have no way to cross the chasm!
Like so many other things, Hemingway hit upon one of those facets of business that never seems to change, no matter how many times we see it happen. Gradually, then Suddenly.