KOA Thunder Bay owners Kristie and Michael Kuper
Photo by Richard Chicoine
Written by Maggie Chicoine
Unstable as the economy might be right now - jiggling like purple jello on a bed of hot rocks - business owners still hold the fundamental keys to their own survival. These cornerstones of strategy should be so well designed that customers will intuitively understand what the business stands for and what their relationship will be with the company.
If you haven’t checked out your foundations lately, let me prod you along. Like many others, you may be suffering from system overload and reacting to superficial indicators which waste time, energy and money. I am recommending a unique way to spark entrepreneurial renewal.
Take a fieldtrip to a totally unrelated company. Talk to the owners. Look for the subtle underpinnings of success. Pay attention to their cornerstones.
Cornerstones Uncovered at KOA
Let me introduce you to an award-winning, family owned firm in Thunder Bay, Ontario. Campgrounds may not be typical role models for entrepreneurial savvy, but this innovative enterprise is highly regarded in the industry, and by its customers.
KOA Kampground owners Kristie and Michael Kuper (that’s “super” with a “k”), have a solid grasp of their basic foundations. They both virtually burst with stories after 11 years of upgrades and imaginative additions to what was once just a typical northern Ontario tent site. The couple purchased the business from Kristie’s parents, and decided that adding features and events could bring more campers to stay longer on the grounds. Of the 94 acres, over 40 are carefully groomed for 200 sites. Tall pines, poplar and birch trees shade ample spaces with the usual access to hydro, water and a picnic table. But that’s where the similarity to their competition ends.
Michael points to the tons of natural amethyst rock which highlight the 18 hole mini golf course built around a fountain and waterfall. “This amethyst is local, from one of the mines up the highway. It was hand picked, and I laid it all myself, stone by stone.” In fact, Michael and a team of teenage workers are vigilant about the condition of the grounds. No litter, groomed paths for walking and biking, shipshape fire-pits and a constant eye for anything that needs repair - from hinges on washroom doors to fresh tanks of propane to keep the hot water in the gazebo kitchen running – means that complaints are few and compliments are plentiful.
Campers don’t even need to haul their own shelter. The seven Kamping Kabins are in themselves, works of log art. Meticulously constructed, they feature a double bed and a fabulous set of pine bunkbeds, much to the delight of kids who often assume that this playhouse has been built just for them. If you look carefully, you’ll find wooden hinges and a Scandinavian style pulley lock on the door. Even the porch swing has been hung with perfect balance ratios.
Their definitive approach to the business and managing their staff has brought them numerous awards. Kristie emphasizes, that they regard KOA standards as their minimum. The Thunder Bay site has been rated by Woodall’s in the top 5% of North American RV parks with an impressive 5 out of 5 in both facilities and recreation. Trailer Life gave them 8.5/9/8.5 ratings. Yet the Kupers both emphasized with great pride, that the Founder’s Award, voted on by the campers themselves, is the most meaningful honour they have received to date.
I’m not surprised that the Kupers are so highly regarded. They review and revise their business plan with three simple cornerstones to guide them. Passion (and hard work) drives their focus on:
1.“Camper” Customers - friendly relationships through stress free natural experiences
2.Cleanliness - meticulous attention to detail and safety
3.Innovation - perfect the basics, but add creative gusto to the mix
No social media link, blog or tweet can take the place of a weekend with the Kupers, observing what they do and how they do it. Ask the cyclists from France, or the guy in the million dollar rig to comment on their camping experience, and the response is always a unanimous “great!”.
When times are tough, like they are now, simplify the chaos. Do your e-social research but subtract the superfluous. Then take the time to explore an unlikely example of excellence right in your own neighbourhood. Reduce the thought clutter even further to three clear cornerstones. And make sure that everyone sticks passionately to the plan.
Maggie Chicoine is a professional member of the Professional Writer’s Association of Canada, a charter Director of the Canadian Association of Professional Speakers and a Master Coach. Maggie is one of Northern Ontario Business’ Most Influential Women. An accomplished entrepreneur, she specializes in “strategies to think ahead”. Reach her at 1 800 587 1767 or www.theideasculptor.com
