I recently read that the creative director who helped a twelve-person start-up grow into an entertainment industry leader — Nickelodeon — was legally blind.

His friends described him as one of the most grateful people they knew, and he was quoted as saying, “If someone offered to give me back my sight, I would turn it down. I’ve gained so much. I’m such a bigger person for having found the good in being blind. I found a magnificence I couldn’t have seen with my eyes.”

While many people would think that sounds absurd, he was simply grateful for the opportunities he had and used his struggles as a springboard. Any failures he faced were not because of his blindness, but because someone worked harder. Any success he had was not an accident, but the result of his efforts.

Even though he could never actually “see” what he was producing, he had a clear vision of himself and his goals.

While many of us are blessed with the gift of all our senses, we rarely take advantage of the fact that they’re available, getting caught up in what we see others doing or in what we hear is going on around us. This is especially true in retail, as the public is told over and over that people aren’t shopping, stores are doomed to close, etc.

The solution? Put on your blinders, block out the negative and focus on the clear vision you have for yourself and your store. Tune out the fact that others “predict” a downturn and instead focus on the customers you have and new ways to bring them in.

It may sound easier said than done, but why not be the one to do it?

Kathy Kline
Louisville Zoo Gift Shop manager

What makes your store unique?
We have three gift shops at the Louisville Zoo — a main gift shop with a variety of products, a gift shop near our Gorilla Forest exhibit that carries a lot of gorilla merchandise and a new store called Nature’s Gift Shoppe. We also have satellite carts stationed throughout the zoo.

Nature’s Gift Shoppe is definitely a unique shopping experience for our guests. We offer handmade fair-trade items from around the world that help people in developing countries move toward economic self-sufficiency and stability. We also feature a collection of animal art created by our own special animal artists.

What is your retail background?
I started my career in retail sales 20 years ago and have been with the Louisville Zoo for 15 of those years. My formal background is in fine arts, so I am able to utilize my experience with art in visual displays. With our three gift shops and satellite carts, I have plenty of space to be creative.

What is the most popular product you sell?
At our new Nature’s Gift Shoppe, a very popular item has been handmade jewelry from Guatemala, as well as our beautiful animal art.

The No. 1 seller in our other gift shops is stuffed plush animals followed by children’s T-shirts and candy.

What is your favorite part about working in this industry?
The thing I like most about this industry is that every day is different. Working in a customer service field can be very challenging, but also very rewarding at the same time. I am a people person and love being able to put a smile on someone’s face. I also love animals, so I was drawn to the zoo and was able to utilize my retail experience to make a career here.

What advice do you have for other retailers?
Have a wide variety of product and price points to be able to service all your guests’ needs. Make customer service your No. 1 priority, work hard and have fun!