Prez: How are you taking on so many new customers?

[idesign]

Just curious, with the influx of new people signing on to FOH, are you limiting who can order with any sort of requirements? Is it a free for all? Do you plan on limiting the amount of new clients, but not new members of the forum?

Inquiring minds want to know.....;-) :-D

The amount of work for poor Lisa and Smitty must have quadrupled in the past 3 months alone......

[shrink]

» Just curious, with the influx of new people signing on to FOH, are you

» limiting who can order with any sort of requirements? Is it a free for

» all? Do you plan on limiting the amount of new clients, but not new

» members of the forum?

»

» Inquiring minds want to know.....;-) :-D

»

Good question, but I would have put it somewhat differently. Rob is a very good businessman, with a sense of style to boot. Having started up a couple of businesses myself, I am always interested in how people grow a business, and I know that customer service and referrals are key.

One of the challenges that any successful business faces is preserving the quality of product and service once you pass certain growth plateaus. I have seen many good organizations falter because management was unable to "shift gears" and anticipate growth. This requires not only a business plan, but some capital and a willingness to take risk.

To me, investing a building for his enterprise is a very good sign. Another, of course, was starting FOH, a very shrewd move. It is good to see that he has apparently solved his shipping problems.

One question I would pose to Rob concerns sourcing sufficient stock from Pacific, and will he be forced to go grey to keep up with demand? Another concerns turnover: it would appear that CC is not emphasizing aged stock, and is relying more on volume for profit. Personally, I think this is the right direction to take, emphasizing availability, price and customer service. There are enough other vendors who provide aged stock.

By all this, I mean to say that my hat is off to Rob and company. Hold on tight, and "ride 'em cowboy"!

[genevapics]

No doubt the word is out. Looks like CC/FOH is becoming known throughout the Habanos community. I think several of us here can personally attest to that.;-) No doubt it will be a challenge for Rob, Lisa and Smithy in the coming months. I have faith in the gang... at least in Lisa and Smithy. I am just glad to be part of the FOH Family. Cheers mates! Here's to continued success in the future!

[idesign]

» Good question, but I would have put it somewhat differently.

I meant no disrespect if that's what you're getting at....

Just curious about the massive growth FOH and CC has seen lately.....

[El Presidente]

» Just curious, with the influx of new people signing on to FOH, are you

» limiting who can order with any sort of requirements? Is it a free for

» all? Do you plan on limiting the amount of new clients, but not new

» members of the forum?

»

» Inquiring minds want to know.....;-) :-D

»

» The amount of work for poor Lisa and Smitty must have quadrupled in the

» past 3 months alone......

Good question

It is perhaps the right time to discuss where Friends of Habanos is going.

FOH has seen a tremendous influx of new members. Since it's launch in February 2005 it is heading towards 1000 members by the end of April 2006.

Keep in mind that a new FOH member does not necessarily mean a new client for Cigar Czar (the retail operation). We have many valued members who routinely use other sources of Habanos supply which is not only fine by me...but encouraged. There are Habanos suppliers in the world whom I respect a great deal (and plenty who I do not). The vagaries of supply mean that Cigar Czar cannot meet the supply requirements of all FOH members all of the time. I REFUSE TO GO TO THE GREY MARKET to meet demand so sometimes you will be told that we do not have the stock or that the stock we do have is simply not up to private client standard.

Our supply relationship is exclusively with PCC (Pacific Cigar Company). We work together to ensure that our allocation of stock is always growing. Our relationship with Dag Homboe (CEO) and Nestor Valera is second to none. However, they also battle to secure sufficient Habanos resources to meet their regional requirements which stretch from China to New Zealand. In this game, loyalty counts.

Our intent for Friends of Habanos has always been to develop the most influential online specialist Habanos Forum in the world. This does not mean that we see other forums as competitors. I personally read and enjoy VCC, CF, CW and CS daily. I would love to post more often however I am cogniscent of the fact I am a retailer and owner of another forum.

FOH has a business plan stretching to 2009 where the forum will continually evolve technically while at all times maintaining it's international community feel. Is it for everyone? No. We do not encourage personal attacks and threads which become online traffic accidents where members que up for a look. Hell, that can be entertaining to an extent but regardless of what people may think, it weakens the fabric of an online community which aims to be a broad church. My preference is for the quick execution of troublemakers.

So what are the benefits that a vibrant Friends of Habanos community can bring?

1. Through influence and scale a closer marketing and supply relationship with regional distributor.

2. Through influence and scale a closer marketing relationship with Habanos s.a. Already, the site is monitored regularly by Habanos s.a friends who find it most entertaining and informative. In the years ahead we can see special releases for FOH members. Perhaps more importantly, they read how important the issue of quality is to our members.

3. An information resource second to none to newcomers and experienced Habanophiles.

4. A front of house for Cigar Czar. The FOH forum is the first thing in the morning that Lisa, Smithy and I open. Your feedback on a wide range of issues impacts greatly on our day to day decision making and future direction.

We will not cap membership of Friends of Habanos. It will remain a public forum for all whom we deem suitable (there are always fruitcakes).

Cigar Czar retail is a slightly different kettle of fish. We will choose our clients through referral by existing members and conduct on Friends of Habanos.

Now we all know that Lisa is the patron saint of Habanos and Smithy is the adonis of packaging but business growth brings some real challenges in supply, communication and quality control. We have systems in place to manage these issues but our relationship with our clients and members is such that we will quickly know if we stray from the right path. We do make mistakes, (thankfully not many...under 1% of all orders) but 100% of the time there is no malice involved and if given the opportunity 100% of the time they are rectified.

Friends of Habanos as a community is blessed to have so many great contributors and members. It has been an exciting 14 months. Imagine it in another 3 years.

VIVA FOH!

[CIGARHead]

Rob,

Thanks for the very insightful look at the direction in which Cigar Czar and FoH is heading. I for one look forward to the growth, knowledge, and fun involved with this forum. I too look at FoH first thing in the morning, besides my beautiful wife (just in case she reads this)..

With the many cigars I have gotten from you, I have been satisfied 110% of the time..never 1 problemo. Customer serivice is not only 2nd to none, but friendly in nature...like we have known each other for years. I genuinely feel like fam.

As you said Prez, VIVA FoH!

[Jimmy2]

Thanks Prez

[genevapics]

Great information Rob. The thing that I like about FOH is the family atmosphere. You, Lisa and Smithy stress the family/community feel. I like that. We have a great group of people here and the growth in the last few months has been phenomenal!

You make a good point in regards to the added customers to CC; not everyone that uses FOH purchases from CC. I am happy to read that you have no desire to purchase from the grey market. That is great news! As FOH/CC grows you will no doubt encounter growing pains. All companies do. How you prepare and handle these aches and pains will determine what direction the business will take. From what I can see, you are on the right path.

One of the added benefits of being here at FOH is that I get to watch it grow; it's like I am in on the ground floor of some new exciting growth stock. I like what I see and as I have told some folks around the net, I consider FOH my home.

Here's to El Prez, Lisa and Smithy for a job well done.

[Ginseng]

Fantastic reply, Rob!

This is exactly what you shared with me when we spoke a few months ago and to me this consistency spells a business plan that is engraved on the hearts and minds of the Czar-istas from the top down. Fantastic!

I can speak from experience that this is the ONLY forum/community where I feel like I am among adults behaving like adults. Well, occasionally like children but never like a$$holes.

I have had a snafu, but it was resolved immediately and precisely as I would have expected. To me, doing things right is half the game. Doing the right thing when things go wrong is even more revealing of character.

Rob, Lisa, Smithy, you have my deepest appreciation and admiration. In fact, I'd be in Australia applying for a job with Czar if my wife had not put a kibosh on it. :-D

Wilkey

[Loki]

Sound like you have the insight and the ambition to move FOH in a positive direction.

Well Done.

[jgros001]

Thanks for sharing that info with the members. It is great to see a business which is so open with its customers (and I am really beginning to see that those customers are more than that). I look forward to the growth of this community. While I am new, I have experienced first hand the great service and attention to detail and I am extremely grateful for that in an era where that is going by the wayside in many instances. :-D

[cobra]

Rob, your living the American dream.

[argon345]

Rob, thanks for the insight!! Sounds like you have a great plan laid out

I look forward to being a part of this fantastic community that you, the CC crew, and all the other members have made possible now and in to the future!!!

Cheers!!!

[Smokin Bulldog]

A great example of why I like it here. Thanks Prez!

[idesign]

Thanks Rob, that is exactly what I was looking for! ;-)

VIVA FOH!

[mgillett]

Rob, you certainly have your **** together

I am one of the original members of this forum although I am not a prolific poster. I too visit this forum every morning and a couple of times during the day and love to see what drama has unfolded overnight.

Best of luck with the business plan and looking forward to seeing this site (and Cigar Czar) grow. Hope to see the Qld Homestead when next in Bris Vegas.

[Smokiethebear]

Great post Rob, thanks for the info:-)

[anacostiakat]

Great approach Prez! Thanks for posting it!

[tattoodad13]

» Great approach Prez! Thanks for posting it!

I agree!

[grateful1]

Thanks for the note! It helps to have a plan, I came across your postings a few years ago, BEFORE the forum. Nice to know you went for it and set up your own forum!!

Nice job!

thanks,

Gary

[Tave1225]

Very well put El Prez. Being a new member myself, that was very insightful. Its pleasing to hear that there are no official plans to put a cap on FoH or the store front, as the store has become a great assest to obtain quality smokes. Thank you.:-D :-) ;-)

[Havana Joe]

Well said Rob, I am proud to be a member of FOH. And I plan on being here for many years to come. This forum is quickly becomming the only forum that I frequent. Thanks for the great site......

[sloth]

I haven't made an order yet, but I can't wait for my first chance... In the meantime I'm just sitting here enjoying myself browsing this website!

[Elric]

Rob, Clearly your response is well written and to the point but much more importantly it shows the depth of the thought process involved in your business plan. This is no seat-of-the-pants operation.

Well done!

[El Rushbo]

» Rob, Clearly your response is well written and to the point but much more

» importantly it shows the depth of the thought process involved in your

» business plan. This is no seat-of-the-pants operation.

»

» Well done!

I'll second that; its no surprise to hear about the quality of product/service/etc, when the long term business plan/objectives are this clear. This is a model business plan, no question.

Way to go Prez