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FACILITYCalgary publisher Mark Kolke, in conversation with Emmanuel Apau

 
March 12, 2013

 
 

 

When you hear the word Emmanuel, your first thought might be E-manual.
 
I’d met him many times – each time I sat in his chair, high-up, with a view of that busy intersection on the +15 pedestrian bridge from Bankers Hall to The Core, that is where Emmanuel Apau plies his trade at his shoe shine stand at Bankers Hall.. 
 
Like a beacon of sunshine, this man brightens my gloomiest day with a warm hello each time I pass by. His space is small – between the pedestrian bridge and Starbucks. Two chairs, one man, many conversations – each day he offers the best shoe-shine in town.
 
Being an old shoe-guy from several careers/decades ago, I found his knowledge of leathers, respect for good shoe-making (and maintenance) to be superior to that of most retailers I’ve encountered in recent years. And I always get a laugh and a little education with my shine.
 
When I first became a customer we talked shoes as much as anything. OK, we talked about the great ‘people watching’ vantage point that his stand obviously is, we talk about Flames hockey, Stampeder football and the weather. Given his customer mix of investment bankers, lawyers, consultants and oil & gas folks I’m surprised he doesn’t trade in hot tips . . .
 
Seriously, his shoe-shines are amazingly good, as is the company. Visiting Emmanuel’s chair is akin to chatting up a bartender – part woe-exchanging, part kibitzing with whoever is waiting in the next chair mixed with conversation-bytes between passing-by traffic and Emmanuel’s greeters. An interlude to take a load-off, to catch up on a newspaper I missed (he always seems to have a supply of 2 or 3 of today’s issues. 
 
It could be said he sells a shine – but it always feels more like he sells an emotional lift, a generous smile and laugh that seems to make nothing but friends, a few minutes of friendliness and calm in the midst of every-day whirl when most people don’t make the time and, by my observations, too many people don’t take good care of their shoes. I’ve witnessed him taking on the worst cases of neglect, turning abused bluchers and wing-tips, worn down boots and over-loafed loafers – bring them back to life, to store-window ready shining examples of what a good shoe, well maintained, ought to look like.
 
Beyond image repair for your shoes {seriously, putting your best-foot forward deserves a good looking shoe-shine if you want to make a good impression}, Emmanuel puts a smiling example of time well spent on both ends of his customers.
 
Beyond our usual banter, Emmanuel had planned to sit down with me at close of business one recent Friday afternoon – we met in his chairs to rest our weary bodies to capture some answers to my questions for this piece. We weren’t left alone for long – because customers kept coming by, seeing he had not yet left for the day, to get a shine. Our ‘interview time’ stretched over a half-dozen shines and side-conversations while pedestrian traffic of the dwindling going home set marched on by. Amid laughter and polish, brushes and creams, over coffee and laughter, Emmanuel gave me answers, and the generosity of his spirit:

 
 

 

Do you recall any customer experiences – people whose shoes you shined – who stand out as interesting or special?
… Peter Lougheed was a very nice man. He talked about football, and his days as an Edmonton Eskimo. His shoes were nothing special.  Dick Haskayne is great too – people like him a lot. He wears Dacks. Very good shoes.
 
What brought you to Calgary?
… my brother was here, and his wife, they sponsored me to come here about 20 years ago
 
Where were you before?
… I grew up and was schooled near the equator – in Accra, Gold Coast in Africa – once a British colony, so my schooling was in English. And I attended technical school there but have not found work in my area . . . 
 
How did you get started in this business, shining shoes, who taught you?
… a friend’s father was shining shoes. I watched him, learned from him. The rest has been self-taught. My first place was at the Westin hotel, but business wasn’t so good there. Then I moved to Bankers hall when Brookfield leased me this spot. It has been good here.
 
Why do you like this work?
… I get to control my time. I enjoy interacting with people I serve. I enjoy meeting people. Some people think this is hard on my back, but it is not. Not yet!
 
Who are your customers?
… men mostly. I like women too, but they are maybe 5% to 7% of my business. A lot of my business comes from people who are too busy to wait, they drop off their shoes – sometimes several pairs at a time.
 
What do you do for fun?
… I spend time with my wife. I play soccer with friends, for fun, not on a team – just for relaxation. I like to sing. At home .. not here (I don’t think it is allowed in my lease!)
 
What kind of music do you like?
… contemporary music from Ghana, anything African with a good beat. I like jazz – I find it very soothing
 
What is your business outlook, to the future?
… business is good and I expect it to continue. Summers are slow. Repeat business, customers for life . . . serving them the best I can makes a difference I think.
 
What qualities do your clients look for in you, in your shoe shine services, that distinguishes you or sets you apart from your competitors?
. . . No Complaints! ... and my sense of humour. I try to give good service. If they are happy – no complaints! They enjoy my company.
 
What are you reading? 
. . . non-fiction business and marketing books. And my Bible – that is my chief text book.
 
His ride?
. . . 1999 Ford Taurus
 
 
Thank you Emmanuel, shine on my friend!

 
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