Once upon a time (about 1920), there was a man named G.W. Brown. He worked for a man named Carnes, who owned a small general store in Fort Smith, Arkansas.

Carnes was not a particularly progressive business owner, and Brown found that his ideas for improving the store fell on deaf ears. Brown saw opportunities to grow the business as well as change the business because of the changing needs of the customer. Carnes was content with the status quo of doing business as it had always been done.

In secret, Brown purchased the piece of land across the street and hired a contractor to build what would become his own business: G.W. Brown's 3-in-1--Convenience, Groceries, Gas. For the next twenty years, G.W. Brown grew and adapted his business to the needs of the customers that lived in the area. Brown also took care of the businesses that were located along the banks of the Arkansas river.

Mr. Brown had five sons who worked in the family business. When G.W. Brown was ready to retire, one of the sons, Buster Brown, took over the business. Another son, Van, went into the furniture businesss. A third son, Lecil, opened a store similar to the family store some 20 blocks away. The fourth son, Orbie, operated the service center which had been relocated to the corner lot near the original store. And the fifth son, Kenneth, became a part of a company named, Weldon, Williams & Lick. If you have ever been to a concert or sporting event, anywhere in the world, you have likely purchased a ticket that was printed by Weldon, Williams & Lick.

Buster and his wife moved into the home over the store where Buster had grown up.

As Buster Brown continued to operate the business, it grew and grew to the point that it occupied almost an entire city block. Over seven decades, the store sold everything from groceries to clothing to appliances to household items. During that time the business continued to change as did the community.

Buster and his wife Verna had a daughter, Shirley, who worked in the store. In her early 20's, she met Frank Shay who was stationed at the nearby Army base, Fort Chaffee. They married, and Frank began to work in his wife's family business. Two years later, Shirley and Frank had a son they named Tom. In the early 1960's Shirley and Frank decided to purchase their own business some seventy-five miles to the east in Dardanelle, Arkansas. Within a decade, the Shays had three stores in communities near the river. Tom grew up to work in the business with his parents.

In the 1970's, Shirley and Frank decided to move to Florida which was enjoying a booming economy. Tom joined his parents in Florida where family businesses continued until 1997 at which time Tom sold the last of the stores.

Now the picture was complete: four generations owning and operating family businesses. Through the years, there were several traits that remained consistent - innovative management, great staffs, wonderful relationships with customers and vendors, and unique marketing techniques. Perhaps the most important lesson taught by the elder generations was that in every aspect of the business, it was the customer who was most important.

With a century of experience, when your company or organization looks for information or assistance, shouldn't you be working with someone who understands and can relate?

Asking for advice for your business is a lot like this. Are you asking someone that is a small business owner or just someone that worked in the trade?

There is a difference! And when you speak with someone about your business perhaps you should ask these questions to determine if the expert has the necessary expertise.

1. Has this expert ever signed a lease for a business?
2. Has this expert ever made the decision regarding the name for the business?
3. Has this expert ever decided what hours the business would have?
4. Has this expert ever decided what products or services the business is going to offer?
5. Has this expert ever decided the amount of the weekly payroll?
6. Has this expert ever decided the advertising budget for a business?
7. Has this expert ever decided to buy, sell or close a business?
8. Has this expert ever had to give a personal guarantee for a business?
9. Has this expert ever made the decision as to what the price is for a product or service?
10. Has this expert ever selected the vendors for a business?

How many of these 10 questions can another expert answer with a “yes”?

Is this expert a small business owner? Or, are they someone that only worked in the trade?

There is a difference! Personally, as a fourth-generation independent owner, Tom Shay can answer “yes” to all these questions. When you are selecting an expert for your conference or trade show, make sure you get one that has “been there and done that”. And overflow crowds like this demonstrate what is shared is appreciated.