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Donna M. Gray www.neverquitfamilybusiness.com 
Publisher: Veda Communications Co.Interviewed By: Jody Glynn Patrick 04/02/2004 JGP: Donna, I've noticed that a lot of the lessons learned, and the tips shared in Never Quit! , were insights gleaned from the difficult times of 27 years in business. Is that the reason for the title, Never Quit!? DG: It's one of two reasons! I don't know any business owner, or any manager of someone else's business, that hasn't had tough times, and especially in the last few years. While writing the book, I talked to my husband Dave about what we might have done differently along the way ourselves. When we looked back and revisited opportunities for change, we realized that we might have done several things differently that would have saved us money, time or stress. Those were the most important lessons we put down on paper to share with others û the ones we learned in hindsight. It would have been easier at times to just sell the business or walk away, but then we wouldn't have learned and improved and persevered. Not quitting is really at the core of any success. JGP: You said that was one of two reasons for the title. The other reason? DG: That expression, "Never Quit!"à that was our son David's motto. He died of complications of epilepsy. David was a comedian and regardless of the kind of night he was having, he always said, "Never Quit!" And he never did. The book is dedicated to his memory, and it is my way of including him in this endeavor. He's very much a part of every accomplishment our family has, because we remember his enthusiasm and belief in our talents. JGP: You are the president of your family business, and your husband is vice-president. Are other family members involved in Total Awards, Promotions, & Gifts? DG: All of our children have been, or are presently, employed by the business. Even our grandchildren are involved! Dave and I have worked side-by-side for the duration, of course. JGP: You own an awards company, but the awards hanging on your office wall came from others û including the Sam Walton Business Leadership Award, Retail Marketer of the Year, Business Woman of the Year. I see that in 2002, you and Dave received the Bess Cohn Memorial Humanitarian Award û what was that for? And are their suggestions in your book that others might follow to earn such distinction themselves? DG: The Bess Cohn award was given to us by the Advertising Specialty Institute for the innovative approach we took to honoring volunteers. And yes! I'm glad you asked, because there are many practical management strategies in the book! Award-winning behavior is really just good management practice û being hypersensitive on behalf of the customer and the employee and the business, and keeping all three of those concerns in balance. If you have volunteers, that's a fourth ball to juggle! It's hanging on when you are at your wits end to make a payroll, and remembering those times when you are at the top of your professional and business is booming. JGP: If I were a small business owner, or an entrepreneur starting out on my own, without the support of family, would I find helpful information in your book? What sort of advice do you think is most universal? DG: I think that good business advice is good business advice, regardless of who you are in business with, or the size of the company. Never Quit! covers so many facets of business that surely everyone will find something that speaks to them at their time of need! I've collected ideas at seminars, trade associations, and daily at the school of hard knocks. I like to read û there are so, so many practical ideas shared that are attributed to far wiser people than. But the years spent collecting those thoughts and putting them in logical order û that's what I hope any business person might benefit from. I certainly see my readership as being a much larger audience than family business owners. However, the examples are offered from the perspective of one who has those additional challenges to address! JGP: Reading your book, I was most impressed with the personal anecdotes, and the fact that you seemed to just be having an earnest chat with your reader. Did you have the feeling of directly mentoring someone when you wrote the book? DG: That's exactly the spirit of Never Quit! I've encountered my own unique experiences, but businesspeople have a collective experience that is going to be the same, and we can learn from one another's experiences. We have the same goals of product excellence, customer satisfaction, employee retention, and business success. I shared the lessons I've learned from other people and then added my own insights, gathered day-by-day in the trenches of a family business that has a roller-coaster history of ups and downs û like most small businesses. This larger collection of business wisdom is a well that we all can drink from. I go back myself, every time I read another business book or attend another seminar. We can never go back too often, or know "too much" to be successful! JGP: Thanks for your time today, Donna. And thanks for writing the book. I know I've found some things to take from it and apply to my own business situation. DG: Then I've accomplished a personal goal. And thank you for the interview!
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