Last autumn, a group of concerned business owners and community members from the downtown area...
Are You Perpetuating Perception or Cultivating Change?
Would it horrify you to think that your employees and possibly your neighbours and customers are hurting the success of your business and the greater downtown community? It would me. We all - without exception - want nothing but success for downtown Kingston.
We are an incredibly fortunate city because of the fact that the streets are populated with pedestrians, vacancy rates in both commercial and residential spaces are low, the overall 'feel' of the downtown experience for many visitors is overwhelmingly positive. The words "vibe", and "hip", spill out of visitors mouths when our downtown is brought up in conversation. Downtown Kingston has an average rating of 4.4 out of 5 stars based on a total of 2,345 Google Reviews. This rating is based on the collective reviews of various businesses, restaurants, and attractions located within the Downtown Kingston area, and that doesn't include individual Google reviews for each of our businesses. The high rating indicates that visitors generally have positive experiences when exploring and enjoying the offerings of Downtown Kingston.
Parking and Safety
All of that said, I can guess that as a business owner you hear two complaints about the downtown more than any other topic - parking and safety. And I can also speculate that when these two topics are brought up, the conversation takes a negative turn - possibly others join in, agree with the sentiment. Following the conversation, those involved in the conversation take what they gleaned and bring it back to their spouse, friends, casual acquaintances - anyone who will engage in the topic. From there the multiplier effect takes care of the rest.
The multiplier effect, a phenomenon that demonstrates how a single piece of negative information can rapidly spread and gain traction, reaching a wide audience and potentially influencing public opinion
What happened? All those good vibes? People tripping over each other to tell us how much they love downtown Kingston? Depending on how the conversation is handled by people in our community, including business owners, staff, residents, the visitor will leave uplifted and hopeful, or they will leave vowing to tell all their friends and to never come back. That is where the success or failure of business and the business community can be hurt. It's easy to get trapped in these conversations. We all have a bit of ambulance chasing in our blood. 'If it bleeds, it leads' - the foundation of North American media.
Here is where the opportunity lies.
Today, right now, I want to challenge everyone who loves downtown Kingston, including myself, to begin practicing 'Cultivating Change'. How do we do that together? Here are some examples to illustrate how to change a negative conversation to a positive one that will be told again and again"
"There is no parking down here. I can never find parking."
You could say this:
- "Yes, I know! It drives me crazy! All my clients complain. I can't get people to work here. It's terrible."
OR, you can say this:
- "Actually we have over 2,300 parking spaces within a short walk from here. Additionally, there are 3 multi-level garages that have recently been upgraded that almost always have vacant parking spots."
- "On-street parking is good for those with mobility challenges, or that are delivering or picking up products. There is lots of parking within a short walk. Can I show you on a map for next time?"
"Downtown Kingston is so unsafe. I won't come down here with my children."
You could say this:
- I know! My staff are afraid to go out for lunch. My neighbour had to clean up vomit this morning."
OR, you can say this:
- Actually, downtown Kingston is relatively safe, with most of the crime relating to passive shoplifting, which is prevalent in many commercial hubs. We recently added a dedicated foot patrol officer to the downtown core and have cut crime from last summer by 40%. It's making a huge difference.
- Yes, I understand that the perception of the streets on some days may seem unsafe. We, just as many other downtowns in North America are working to manage a mental health and addictions crisis in our community that comes with challenging behaviour. We have a very comprehensive program called Welcoming Streets that actually addresses this. They work closely with municipal bylaw and police for incidents that are crime or bylaw related. It's making a big difference!
I know we all know this, but sometimes I know I need a reminder. Choose to engage in positive and hopeful conversation. Acknowledge progress, celebrate small victories, and talk about continued growth and development in this wonderful city of ours.
I think of it this way: Do I want this person to leave with a lump of coal that they share with their networks, or do I want to give them a ray of sunshine to share?
Thanks for listening. Until next time,
Marijo 🐝
