A class act in Omaha

Marilyn Hansen's career as an interior designer and retailer began 36 years ago when she decided to apply her artistic talents in a different area. "I grew up in Spencer, Iowa, singing, acting, even training in opera, but when it came time for college, I asked myself, how can I take this love of music, art and theatre and turn it into a job?"

While building her store into a $1.5 million business, Hansen, a 31-year member of the American Society of Interior Designers (ASID), also directed the restoration of the Nebraska Governor's Mansion (1996–98), was selected by ASID for Fellowship (2001), and served as a board member or officer for a number of cultural and civic organizations. The store's home for its first 17 years was an old mansion that Hansen restored to national historic landmark status. Eight years ago the business moved to an expanded showroom with more parking and easier access, and business has since doubled. Like any business owner, Hansen's story hasn't been without its own set of challenges, but the successful denouement following her most recent conflict suggests it may be time for some well-deserved applause.

To set the scene, Hansen typically spends about a fifth of her 60–80 hour work week running the store, and the rest on design projects offsite. Trouble began brewing a few years ago when she couldn't pay the bills. "I couldn't figure out what was going on," Hansen recalled. "We lost $68,000 in just one month." A larger-than-expected unpaid balance on an American Express bill set off a series of investigations that revealed her new bookkeeper had stolen close to $310,000 over 18 months by hiding money in other expenses, delaying the reporting of financial statements, and eventually enlisting the help of another employee.

Hansen was devastated, but stayed focused on the business she had to run. "The immediate reaction was to start digging, but you can't get obsessed with being a detective," so she turned the matter over to the police. The case has had its day in court, the former employee is on a payback plan, and the store managed to remain profitable. However, the aftershock resulted in a murky layer of mistrust that drove Hansen to seek outside managerial advice.

Enter Marty Smith of Australia-based Action International, whom Hansen met at a Chamber of Commerce meeting. Smith brings 30 years of experience as a national sales manager for different companies to his position as a business coach, teaching clients how to grow and manage sales. "He made me realize I had all the wrong people working for me and that I wasn't getting the quality and type of work expected for my payroll budget," Hansen said. "Instead, all my energy was spent keeping the place positive and trying to keep everybody happy and headed in the right direction."

Smith also taught her a new interviewing process. "We placed an ad in the newspaper with a call number for a recorded message that asked three questions about the person's suitability for the job," Hansen said. "Some would respond right away, others would hang up, think about it and call back." Of about two dozen respondents for a managerial position, 11 were invited to a meeting at the store. "We served a few nibbles, mingled and asked them to stand up and introduce themselves. Before leaving, they filled out applications and indicated if they were still interested in working there after having a chance to learn about the operation." The process helped narrow Hansen's potential candidates down to a group of three, from which one was selected. Hansen is thrilled with her new manager, Lisa Coon, but the experiences of the recent past have led to a few changes in operating procedures.

It's also changed the way Hansen views her role in the company. Early in the coaching process, Smith had Hansen write her company's mission statement. When she started to seek consensus from her employees, Smith told Hansen she didn't need anyone's approval — this was her store, and her vision. "I think some of that comes from sitting on so many boards and committees where the development of anything always requires a consensus of opinion," Hansen said. She runs her design and retail business, which includes a staff of eight, without the assistance and inherent loyalty of family members. Now that she has the talented, loyal staff she's been working so long to build, business is booming.

The showroom features a centrally located see-through fireplace installed on a diagonal to create intimacy where there was once a big, empty space. "It greets you the minute you enter our showroom, and chairs add to the coziness, making it especially effective on snowy or rainy days," Hansen said. "Skylights provide natural light for truer color presentation, and we supplement furniture settings with work from local artists and upbeat fabrics from upholstery lines such as Ralph Lauren."

Thirteen percent of the expense budget is spent on advertising, including mailings, special events, model homes and ASID show houses. A press release sent out several years ago advertising an interior design course led to a monthly noontime spot on the local ABC affiliate. The day Hansen was invited to speak about the course on television, there was a tremendous snowstorm. She made it to the studio, but the other scheduled guests didn't, so her one minute became several. Some of Hansen's theatrical background crept into the presentation, she was invited back, and in the four years since has dispensed advice on everything from trends at market to the necessities in a decorator's tackle box (toothpaste to patch and eye shadow to blend colors for quick fixes to walls, for example).

Hansen has also drummed up business and built contacts through speaking engagements, community service and design competitions. Her service on the National Board of the ASID included writing and teaching a course on design ethics and contracts. She's on the board of Omaha's community theatre, the largest community theatre in the country. "After college graduation I moved to Omaha to work at JCPenney's interior design shop, and immediately tried out for and was cast as a nun in the Sound of Music. Now I'm on the board," she said. The Designers' team has completed commercial and residential design projects in Nebraska, Iowa, South Dakota, Minnesota, Missouri, Florida, California and Oregon, and won first or second place awards for over 15 projects since 1989.

Hansen uses colors, skylights and local music and art to create a store environment that inspires and refreshes. Garcia Imports figurine and bowl, Ren-Wil mirror, Hart Associates lamp and Harden chairs shown beneath artwork by Swanson and Barnes.

Hansen is optimistic about her new business direction and anticipates continued success. She shows no signs of slowing down, fueled by "coffee, fear and 6:30 mass each morning." She also still meets with Coach Smith every week for a 1½ hour workout session.

A Katy Roberts print from Paul Robinson is featured in an eclectic mix from Charleston Forge (chairs), Hickory Chair (table) and Lam Lee (vase).