posted on March 23, 2010 16:31
Editor's Note: We're fortunate this week to have Dana Kollewehr as our guest blogger. Dana is the Director of the Grand Haven Main Street/Downtown Development Authority. Grand Haven has been part of the Michigan Main Street Program since 2005.
By Dana Kollewehr
Director
Grand Haven Main Street/Downtown Development Authority
When Joe Borgstrom contacted me to be a guest blogger many thoughts popped into my head.
“YES!”
“Man is this guy organized or what? He asked me a whole month in advance!”
“What to talk about, what to talk about??”
“I have some pretty big shoes to fill as there are so many talented Main Street professionals at the State and local level who have contributed to the Main Street conversation.”
There were many more but you didn’t come to this blog to read ramblings of a Main Street Manager so I will move onward with what I really intended to write about.
I have had the good fortune of being the Main Street Director in Grand Haven during what could arguably be considered one of the most pivotal time periods in downtown’s and the community’s history. Downtown Grand Haven is currently in the midst of a multi-million dollar infrastructure and streetscape project which will set the stage for future growth in our community. Although the project is months from completion I have learned many valuable lessons and tidbits along the way that might be useful for anyone engaged in a project like Grand Haven's:
Communicate. This is vital for everyone associated with such a large project. Business owners need to continually talk with their customers through newsletters, face-to-face interactions, e-mails, facebook, twitter, and so on. From how to get to the business to what’s going on at the business don’t assume that consumers innately know important information they need to know about. For Main Street organizations and City staff it is critical that store owners located on and around the project area know what is happening as much as possible. To allay fears about a project it is important to keep those directly impacted “in the know” about what is occurring outside their door.
Engage your committees. Now, more than ever before, it becomes apparent that all committees in the MS organization must work together and play a very important role in the revitalization of downtown. Before, during and long after the project starts each committee will face the challenges and rewards of ensuring the success of the downtown. Work needs to occur by each of the committees prior to construction to plan communication, promotions, design features of the streetscape and strengthen business owner’s skills. Planning needs to occur during the project to determine how best to capitalize on the new infrastructure. Everybody has a role.
Listen to all ideas. You never know where creative, unique ideas are going to come from that could be extremely helpful during construction. One of our most successful construction promotions came from a downtown employee that was not a volunteer with our organization but made some interesting observations that translated into a very successful downtown event.
Collaboration is essential. There are a lot of stakeholders impacted by such a large project in the downtown and just as many on the side of planning a project. The Main Street organization needs to be working with all of those groups in a productive manner to keep things moving forward.
You can’t meet everyone’s expectations. As much as you want to sincerely please those impacted there are going to be some unmet expectations. At the end of the day, if you earnestly tried to accomplish the goals of the majority while being sensitive to the wants of others then you can hold your head high.
It’s all about the experience. Just because it is a little bit messier outside and pedestrian and automobile traffic has to adjust from the status quo doesn’t mean that we should stop providing a positive customer experience. People come to downtown for many reasons including the warm feelings they get when they’re there, the memories they make and the “experience” out on the sidewalks and in the businesses they support. Main Street organizations and business owners need to continue (or start) to create the kind of environment that people want to visit which will last through construction and beyond.
Attitude is king! People’s attitudes tend to rub off on others. If you’re being negative than others around you tend to be negative, if you’re positive then, you guessed it, others tend to be more positive. You can’t always impact someone’s attitude or opinion (see number 5) but when I talk about the project with members of the community I keep it positive and exciting because I AM excited and I want others to know about it too! I have also talked to store owners who have changed customer’s perceptions about the project because THEY were excited about the changes to come.
Laugh a little (or a lot). This one can often get ignored but is so important. Keep a sense of humor and remember to laugh.
Maybe one day I will write a memoir on my Grand Haven Washington Avenue project experience but for now this will have to do. Because I am so excited about this project and the impact on the future I could write so much more to share with you all. I am certain that I will continue to keep learning throughout this process and look forward to the lessons that await me.
If you have been through a similar experience I would be curious to hear from you and some of the lessons you have learned.