When 26-year-old Christopher Sant decided to join his father's business five years ago, he embarked on a journey of learning the secrets of his father's business success and what he could bring to the table. Christopher and his father Albert Sant run the successful JB Stores.
"With such an age difference, our ideas are often miles apart. My Dad (Albert) has always kept up to date with fashion and innovative products and has never been afraid to try new things that have an element of risk. I think the main difference between us is the opinions in technology and its uses, my father who has used paper and ink methods almost all his working life and myself, who is the opposite."
Such generational differences are commonplace in workplaces across Malta, but in father-son businesses, the stakes are high. Despite a tough few years, family businesses remain a strong force in national and global economies. But to keep the business in the family one must have the ability to work through assumptions, expectations and differences. The fact is, only one-third of family-owned businesses survive to the second generation.
Today's Generation X think differently to their dads. They bring technology skills and innovation to most workplaces, along with a desire for work-life balance. While dads still bring experience and passion, many find it difficult to understand a mentality where productivity doesn't necessarily mean face time or the power of social media. Even more, the relationship between fathers and sons who work together today tends to differ from that of the past: many consider themselves partners rather than mentor and student.
Christopher, tell us the story of your family business – how it all started, how you got involved? Did you want to work in it when growing up?
JB Stores opened in 1983 when my Father and uncle set up shop at the Iklin location based on their long experience with the local market. It initially sold dress material and gradually expanded, both physically and geographically. To get an idea of the growth, staff grew from an initial six employees to over 150 in five locations across Malta (Iklin, St Paul's, Hamrun, San Gwann and Fgura).
My role in the company started relatively recently, about five years ago. Honestly, apart from helping in the shop on weekends as a teenager, I had completely different ideas. At school, I had focused on science subjects such as physics biology and chemistry. In fact, when anyone asked me what I wanted to be when I grew up I never once said 'director or business owner' but a dentist or pilot, I even trained as a pilot and have a private licence.
Interest grew after my A levels where I started spending more time at the shops helping out. This sparked my interest in the world of retail and management and five years on I couldn't think of doing anything else. Now I am reading for MBA in business.
What have you learnt about the business from your father?
I can honestly say I have learnt almost everything about the business from my father along with the products themselves and dealing with customers who come first and foremost for both of us, to negotiation skills and conflict management, which when handling 150 staff members comes in very handy! One of his phrases that come to mind is "By not serving a customer well once, we will lose them forever". This is always at the back of my mind when helping customers – if we don't satisfy their needs they might simply look elsewhere.
Another great piece of advice which may sound simple was ''Calm down and don't panic''. Although this sounds straightforward, it is crucial when dealing with issues involving both clients and employees as one can never reason logically and make the right decisions when the mind is furious or panicked.
What challenges do you think your father faces working with you?
Well, there are always some issues and, unavoidably, our 'work lives' and 'personal lives' mix. He must treat me like his does other employees but at the end of the day, he is also my father. Hr has always stressed the importance of being fair and serious at work and when I make mistakes, or my performance poor he always brought it to my attention. Being a family business, responsibility is also shared with my brother and two sisters, so it is even more important for him to be fair with each one of us. I think that is his biggest challenge as his aim is to someday leave the company in our hands, united and stronger than ever.
What have you added to the business of JB Stores?
Technology. My father has used paper and ink methods all his working life; I am the opposite. I am lucky that my father understands that the world is going digital, the importance of social media and the move to e-Commerce. He has given me control of these areas while he looks after the more traditional practices, creating a form of 'burden sharing' between us.
What are your business goals for the future?
After completing my studies, I intend to focus on streamlining the business with regard to both the logistical side, which my brother Adrian is managing, and modernising the administrative side. My brother, sisters and I wish to continue the expansion of the company while maintaining its reputation that customers come first.
Only one third of family owned businesses survive to the next generation: What do you think the secrets of success are?
The principle reason for success is 'making the right decisions at the right time'. Putting this in context therefore means there must be clear and concise communications between each other. We must all remember that we are in 'one boat' and realise how fortunate we are that, thanks our father's hard work and dedication, we are in the best possible situation.
What is your advice to anyone considering working with their father or in the family business?
· Never let your emotions take over; remember work is work
· Appreciate the hard work your father/parent has put into the business
· Never ridicule or disrespect each other
· If opinions differ, reason things out and listen (not hear) each other's opinion for his or her view.
· Be positive and have good intentions, being negative will demotivate both of you
· Be open to ideas and advice from each other and remember front line experience is almost always better than any qualification
· Don't nit-pick and look at the big picture
· Go the extra mile, as its both for the business and your relationship
Do you have any plans for future generations?
Expansion and diversification are always on the horizon, together with my siblings (Adrian, Maria and Sarah) I am confident we can continue improving our product and service to the Maltese public, while maintaining the values given to us by my father.
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