Heart of the Valley Chamber of Commerce Publication
UPCOMING EVENTS
January 2015
SIX WAYS NOT TO SHAKE HANDS
THE BIGGEST CHALLENGE FACING ENTREPRENEURS
RICHARD BRANSON’S TOP 10 QUOTES ON LEADERSHIP
CALL FOR NOMINATIONS Annual Awards Event Presented by: Baker Tilly Thursday, February 19, 2015 Waverly Beach MEMBER SPOTLIGHT
Member Spotlight: Ghost Town Fitness Center
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Business After Hours: UNO Chicago Grill
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Meet the Members: G. Preston Kendall IV & Aaron Zimmerman 2 Heart Beat | January 2014
Mark your calendar for these upcoming events!
Personal Financial Topics that Developing Leaders Should Be Considering Tuesday, January 06, 2015 11:45 AM - 1:00 PM Little Chicago Dining & Spirits N9650 Friendship Road | Kaukauna Presented by: Preston Kendall and Jim Zuleger Robert W. Baird & Co. The Zuleger Kendall Group
Employee Theft Detection & Deterrence Tuesday, January 13, 2015 8:00 AM - 9:00 AM Heart of the Valley Chamber of Commerce 101 E. Wisconsin Avenue | Kaukauna Did you know that according to studies 75% of all employees steal at least once and half of this percentage steal again...and again. In fact, 75% of internal theft today goes undetected. Presented by: Julie Russell, Diversified Investigations
GHOST TOWN FITNESS Wednesday, January 14, 2015 5:00 PM - 7:00 PM Ghost Town Fitness Center 180 Fox Shores Drive | Kaukauna, WI 54130 Kick off your New Year’s resolution right by taking a tour of Ghost Town’s renovated facilities while networking with other business professionals.
The Employee Manuel: The Importance of Consistency, Keeping Everyone On The Same Page Wednesday, January 21, 2015 11:00 AM - 12:00 Noon Heart of the Valley Chamber of Commerce 101 E. Wisconsin Avenue | Kaukauna
Presented by: Epiphany Law
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Annual Awards Event Thursday, February 19, 2015 Waverly Beach
Presented By:
5pm to 6:15pm - Cocktail Reception Heavy hors d'oeuvres served until 7pm desserts & coffee served until 9pm 6:15pm to 7pm Awards Ceremony 7pm to 9pm Fun Pianos by 176 Keys The Annual Heart of the Valley Chamber of Commerce Business Awards are back and we are looking for your nominations for five different awards. The awards will be presented to deserving area businesses and individuals at our Annual Dinner in February 2015. We want to know who you believe is deserving of these prestigious awards. The awards we are looking for your input into are:
Platinum Sponsors
Small Business Achievement: A member business with 50 or less employees
Large Business Achievement: A member business with 50+ employees
Emerging Enterprise: A member business less than 5 years but more than 2 years old.
Inspiring Business of the Year: Actively encourages and perpetuates business innovation, freely shares ideas and opinions regarding business issues.
Business Person of the Year: Given to an area business owner/manager who plays an active role in the local business community, business associations and community groups.
Cornerstone Award: This business/person will exemplify what being a “solid community pillar� is all about. For all of the above awards, the nominees must excel at their core function and contribute significantly to the economic and social well-being of the community. Other potential reasons to nominate a Business include, but are not limited to; staff participating in local, regional, or national organizations in a volunteer capacity, significant local community involvement and support, exemplary customer service, growth, staff and facility development, awards, innovation, and positive media attention. It is important to remember that these Awards are not a popularity contest, meaning the person with the most nominations does not constitute a winner. The most important part of the nomination form is "why are you nominating this business/individual?" Your input in this section will go a long way in helping our judging committee determine the finalists and winners of each award from the nominations received. It is about quality over quantity. If you have had a great experience with a business in town and want to nominate that business or the individual who helped you, please do so without delay. If you feel you have an employer who is second to none, nominate them and let us know why you feel this way. Nomination forms can be found on our website or at the Chamber office. Make your vote count. We want to hear from you.
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Richard Branson’s Top 10 Quotes on Leadership 10. A lot of people have gone further than they thought they could because someone else thought they could. – Zig Ziglar
9. Innovation distinguishes between a leader and a follower. – Steve Jobs
8. Tend to the people, and they will tend to the business. – John Maxwell
7. Leaders think and talk about the solutions. Followers think and talk about the problems. – Brian Tracy
6. The smartest thing I ever did was to hire my weakness. - Sara Blakely
5. You manage things; you lead people. – Admiral Grace Murray Hopper
4. Leadership is the art of giving people a platform for spreading ideas that work. – Seth Godin
When I started writing my book on leadership, The Virgin Way, I openly admitted that I’ve never read a leadership advice book. However, I have picked up some useful leadership tips from some brilliant minds along the way. Here are 10 of my favorite quotes on how to be a great leader.
3. Leadership is the capacity to translate vision into reality. – Warren Bennis
2. Great leaders are almost always great simplifiers, who can cut through argument, debate and doubt to offer a solution everybody can understand. – Colin Powell
1. Leadership is the ability to hide your panic from others. – Lao Tuz
6 Heart Beat | January 2014
Six Ways NOT To Shake Hands Hand shakes matter. They are an important part of our business (and personal) life. Getting it wrong can create awkward moments and distract from making a good first impression.
For me, all of these show that the person shaking my hand is lacking basic social skills and emotional intelligence. It might be that people are not really aware of how they are shaking hands. The good news is, you can change it from today.
I am sure you have all been there when we meet someone I believe, a handshake should be made with: new and as part of the initial introduction we shake their hands - but instead of the solid, firm and confident hand shake we * a confident attitude, expect, we get a limp fish, a crushing gripper, or a sweaty slip. * where you stand up with good posture, * where you smile, Getting your handshake wrong is a sure-fire way of not making * where your hands interlink at the web of your hands (the a good first impression. My favorite handshake mistakes are: part between your thumb and your index finder), * where there is a firm grip (not too limp, and not too strong), The sweaty slip * where you make eye contact throughout, * where you shake 2 or 3 times from your elbow, Some people have a natural tendency to get sweaty hands and many get them when they are nervous, that’s just normal. * and then let go, It can make shaking hands tricky in stressful situations such as * done! job interviews. However, I think there is no excuse for a wet handshake. I sometimes get sweaty hands but I simply dry Even if we try, we sometimes get it wrong. For whatever them on a piece of clothing before shaking someone’s hand. reason you might end up with an awkward grip (maybe even an unintentional pinch). Or someone shakes your hand The limp fish unexpectedly when you have sweaty hands. In that situation it Not gripping the other person’s hand firm enough and then is best to simply say ‘sorry, don’t think that was a proper shaking from your wrist is a big mistake handshake – let’s try again’ or ‘sorry, my hands seem really because the messages I receive about the other person doing wet, let me quickly wipe them before shaking your hand’. that include: ‘I am not confident’ or ‘I am a push-over’. Always remember, you never get a second chance to make a The pinch first impression! When someone pinches your fingers with their fingers. This is maybe something the Queen does, but has no place in real life. Again, this half-hearted handshake sends me signals like ‘I am not bothered about shaking your hands properly’ or ‘I don’t think you deserve a proper handshake’. The hand-holder Where the person shaking your hand keeps holding on and thinks he is actually holding hands with you rather than shaking hands. After anything more than 3 shakes my natural instinct tells me to pull my hand back and say ‘let go, why are we holding hands now?’ My mind is then suddenly preoccupied with forcing myself not to pull my hand away, which means I am no longer concentrating on the introduction or anything the other person is saying. The avoider Someone that doesn’t make eye contact when they shake your hand or someone that pulls their hand away too quickly. This again signals to me that they are either under-confident, very shy or they don’t really want to meet me or shake my hand. The crushing gripper When you shake someone’s hand and it feels like they are crushing every single bone in your hand. A hand shake that is too firm will make anyone feel uncomfortable. It makes you think ‘is the person trying to hurt me on purpose?’ and triggers a natural ‘I need to run away’ instinct.
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Good News Is Worth Repeating Keller, Planners, Architects and Builders, a design/build general contractor with offices in the Fox Cities, Madison, Milwaukee and Wausau will build a 38,500 square foot warehouse addition for F.C. Dadson under the direction of Keller Project Manager, Joe Berghuis and Architect, Rob Lindstrom. Keller will also design and build a 5,116 square foot addition for De Pere Christian Outreach under the direction of Keller Project Manager, Cory VandeWettering and Architect, Rob Lindstrom.
Marco, Inc. recently announced the following promotions: Jonathan Warrey was promoted to chief operating officer. Steve Gau was promoted to vice president of sales. Fritz Wensel was promoted to senior director of IT sales. Trevor Akervik was promoted to senior director of managed services. Kurt Meemken was promoted to manager of software solutions. Keller Planners, Architects and Builders has been ranked Marco, Inc. is pleased to announce Marco engineers Clay the number three, “Top Metal Builder” in the Nation in 2013 Ostlund and Nick Thompson completed their Cisco Certified according to Metal Construction News’ annual ranking for Internetwork Expert (CCIE) certification in Brussels, Belgium. tons of steel purchases. Keller purchased 8,182 tons of steel This designation is accepted worldwide as the most for construction in 2013. Keller was also ranked number eight prestigious networking certification in the industry. in the Nation and number one in Wisconsin by the same Marco serves customers nationally with offices in Minnesota, publication based on square footage. Keller construction Illinois, Iowa and North Dakota. projects in 2013 included 1,069,785 square feet of steel. Automated Records Management Systems (ARMS), an Keller, Inc., announces the promotion of Sarah Vande industry leader in secure paper shredding, has earned Hey to Office Coordinator, the promotion of Colleen Daul to Privacy+ certification from PRISM International, the global Marketing Coordinator and Brad Stellmacher to Purchasing trade association for information management companies. Agent. Unison Credit Union is excited to announce the 2015 Seven of the state's leading health care systems – Aspirus, John Aman Memorial Scholarship contest. Unison offers Aurora Health Care, Bellin Health, Gundersen Health $1,000 scholarships to graduating high school seniors. System, ProHealth Care, ThedaCare and UW Health – today announced that their recently-formed partnership isEpiphany Law, LLC, a boutique law firm in Northeast named abouthealth™. The name makes a simple and clear Wisconsin, will be hosting interactive monthly meetings that statement about why these organizations have come together allow small business owners with 5-50 employees to share – to improve overall population health for the communities ideas, learn about various business topics and share best they serve while working together to advance clinical quality, practices relevant to business professionals. The goal is to efficiency and the customer experience. learn the right and wrong way of doing things to make your business run more efficiently. Meetings will be held the 2nd First National Bank – Fox Valley (FNB Fox Valley), will Thursday of every month at 7:30 am at Cambria Suites in open the doors to its new Appleton North branch on Monday, Appleton. It’s free advice, possible networking, light December 8th.The new branch is located at 835 W. breakfast and coffee! Northland Ave. across from Northland Mall. It will offer full service deposit, mortgage and commercial banking functions At the end of November, Baker Tilly hosted a neighborhoodas well as a 24 hour ATM. Matt Kirchner has been hired as a wide food drive with a goal to fill the Festival Food BIG CART. Personal Banker and will be stationed in the corporate To fill, donations would need to total at least 500 bags of Neenah location. Rebekah Baker has joined our retail team groceries. They partnered with 13 local businesses during the as a Teller in the Oshkosh branch. Amanda Schmit has been week of the 17 through the 21, collecting more than 1.85 tons promoted to \Personal Banker in FNB Fox Valley’s Appleton (3,700 lbs.) of food and $2,350, all benefiting the Salvation East location. Brian Julius has been promoted to Mortgage Army of the Fox Cities. Sales Manager and will oversee the mortgage sales team. Mike Boettcher, Senior Vice President and CFO at FNB Fox Valley, is celebrating 15 years with FNB Fox Valley!
Any change or update within your business such as a promotion, new addition, award won, etc. can be included in this section. News must be submitted by the 15th of the month for the following month’s publication. Send to: bbeckman@heartofthevalleychamber.com 8 Heart Beat | January 2014
Stop being angry or ashamed about your less-than-perfect character. Your greatest weaknesses are also probably your greatest strengths. We live in perfectionist times. Technology is always striving to be just that little bit better, parents are exhausted by an arms race of activities and engagement, and workers, fearing a perpetually droopy economy and the specter of competition from abroad, are bombarded with neverending pressure to be more productive, efficient and ever connected.
chasing personal perfection--it stands in the way of action and risk and will make you miserable, being a couple of great ones--but she adds another to the list. It's also impossible to attain. And not just because all humans are flawed and complex. But also because your biggest flaws are almost certainly tied up together with your greatest strengths.
Remembering this was a hugely positive for Hamill. "Even my biggest flaws--the things that really drove me nuts about myself--had some parallel in a positive trait that I actually LIKED about myself," she recalls realizing, offering examples. "Yes, I wrestled with my temper--but I With all this emphasis on progress and struggled with anger because I was a improvement, it can be easier to start generally passionate person and feeling like you should be perfect. Faults connected to my emotions. I sometimes become a source of serious shame and struggled with procrastination--but that worry, and you can experience an almost procrastination was rooted in a deep militant anger towards your own desire to do my best work, as well as a weaknesses. The goal posts get moved tendency to let my mind wander and, all of a sudden, you're looking at an creatively." acquaintance's highly curated life (exotic beaches! professional successes! perfect family photos!) on their Facebook page and feeling really, really bad that your accomplishments and even personality aren't so flawless.
Self-improvement is great, but‌ Which isn't to say that there's no place for reflection and self-improvement. The takeaway, according to Hamill, isn't contented stasis or acceptance of disfunction, but to skip the self-loathing around the qualities that you're least fond of and show yourself a little understanding and compassion. "Having this realization didn't mean I needed to wallow in every unhelpful habit and self-destructive pattern; it meant that I could stop thinking about 'bad' traits as if they were alien, loathsome flaws that I had to stamp out entirely," she wisely writes. "Instead, I could think of these flaws as extreme manifestations of certain qualities that were actually just fine (or even great). I could choose to focus on adjusting behaviors, instead of 'perfecting' myself. I didn't have to hate them (or myself!)" How is your biggest flaw related to your biggest strength?
If you're feeling like this at the moment (we've all been there), Kate Hamill writing on the Freelancers Union blog has a very important message for you--quit it! Your greatest flaw is also your greatest strength There are numerous reasons to stop
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MEMBER SPOTLIGHT
Ghost Town Fitness Center is located at: 180 Fox Shores Dr, Kaukauna, WI 54130 (920) 766-0149 Since 1984 Ghost Town Fitness has been a fixture in the Heart of the Valley area. Opening in 1984 as Physically Fit, Jeff Eiting bought the facility in 1995 and renamed it Ghost Town. In 2001 Clay Eiting became the new owner and has never looked back. He is proud to say they still have members from when their doors first opened. They also see members who have moved away and then have come back because of the fun and friendly atmosphere! Ghost Town members are a family. Some of Ghost Town’s great staff and trainers!
With local ownership, Ghost Town can add programs and services that no other gyms can. They have created a social atmosphere with more options now than ever before.
Clay Eiting works hard to help people reach their fitness goals. One of his biggest accomplishments is the expansion of the group fitness programs. The more workout options you have, the better those options are, the lesser the chance you’ll burn out from boredom. Their group fitness class options include: Group Power (weight lifting), Group Kick (cardio kickboxing, Group Core , Group Centergy (Pilates/ yoga), Cycle class, Zumba, Yoga, and most recently Boot Camp and Senior Fit. As the Baby Boomer generation continues into the retirement phase of their life, they are finding more time and interest for living healthy and fit lifestyles. Baby Boomers also are turning to small group fitness programs for the social and cost benefits of working out with other like-minded individuals which is why we began Senior Fit.
10 Heart Beat | January 2014
Ribbon Cutting
They have also built up their Personal Training program for members who like a one-on-one approach when training. Personal trainers can help you plan workouts specific to your goals and needs, as well as show you how to perform the exercises safely and effectively.
They have also built up their Personal Training program for members who like a one-on-one approach when training. Personal trainers can help you plan workouts specific to your goals and needs, as well as show you how to perform the exercises safely and effectively.
“One big obstacle is keeping up with the industry and the changes both in the business approach and exercise trends,” comments Clay. “What does healthy living mean today and what will it look like in the future? I am always staying on top of the latest trends, technology and classes.” Big news this year was a complete facelift of the facility. From new equipment to new floors and walls, it is not the same gym it once was. Clay welcomes everyone to come in for a visit. He wants to continue adding to the programs that are already offered including more nutrition ]information. “I will always do what I can to help our members reach their goals and get healthy!” The future looks promising for Ghost Town Fitness. They will keep building on their success and work towards creating a foundation for a healthy community. “I have no secrets…work hard and have goals and a vision,” says Clay. Senior Fit
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Hometown Bank was founded more than a century ago. Since that time, they've focused on delivering the genuine, personal service of a community bank. Over the years, they've also grown to provide the strength of a full service financial institution. www.hometownbancorp.com/
For more than 60 years, Manpower has been dedicated to enriching people's lives with meaningful employment and development opportunities and providing companies with innovative workforce solutions that help them increase agility, improve productivity and boost the bottom line. http://www.manpower.us/
Dedicated to “fostering a community of learners�, the Little Chute Area School District is the premier small school district located in the Heart of the Valley in the Fox Cities metropolitan area. The district serves approximately 1,500 students in one elementary school (PreK-4), one intermediate school (5-6), one middle school (7-8), one high school (9-12) and one charter school (Little Chute Career Pathways Academy (9-12). http://www.littlechute.k12.wi.us/
ThedaCare physicians and providers let you take control of your healthcare. With you at the center, your care team helps you navigate through all your medical options, no matter how simple or complex. http://www.thedacare.org/
G&G Machine is a different kind of job shop. What makes them different? It's not their state of the art CNC machining capabilities or their ASME / AWS certified weld shop. It's not the broad range of part size and quantities they deliver, the difficult materials they work with or the diverse industries they serve. http://www.ggmachinewi.com/
12 Heart Beat | January 2014
Butch’s Pizza has been serving the Fox Valley since 1968! They invite you to enjoy the best home-style pizza in town. All of their pizzas are made at time of order. They can be prepared hot and ready-to-eat or for you to pick up and bake at home. http://butchspizzawi.com/
GIFTS! They love to help you find that something extra special for you to give to a loved one or keep for yourself! Initial Impressions is a full service engraving and gift store and can also personalize something you already have! https://www.initial-impressions.com
Darboy Stone and Brick, Inc. has been a trusted provider to Northeast Wisconsin for more than 50 years. Today, Darboy Stone and Brick is your complete source for all your home upgrades, including: stone and brick; granite surfaces; fireplaces and home heating solutions; decorative landscape materials and custom laser etching. http://www.darboystone.com/
Van Lieshout Law Office is a general practice/litigation law firm serving its clients in a large variety of legal issues. Much of the practice is dedicated to commercial and consumer collection actions and loan workouts in both state and federal courts in which the firm represents banks and credit unions throughout the state. http://www.littlechutelaw.com/
Heart of the Valley Chamber of Commerce Gift Certificates make the perfect gift for every one. From golf to gas, groceries to lumber, gift certificates can be redeemed at over 100 area business.
Want your business featured here? Email bbeckman@heartofthevalleychamber.com 13
Ribbon Cutting: Kwik Trip, Lawe St. Kaukauna
Kwik Trip made a $1,000 donation to Loaves and Fishes and $1,000 donation to the new Kaukauna library!
Cellcom Next Generation Connectivity for Businesses The demand for the connectivity anytime anywhere is continuing to rise. The good news is businesses can benefit from the efficiencies of a connected workforce and connected machines. Mobile solutions are available today to help businesses take their connectivity to the next level. Whether it's mass transit Wi-Fi, service fleet database access or real-time connectivity for first responders, in-vehicle network solutions are changing how and where business is done. With mobile Internet connections, like CradlePoint provided by Cellcom, service providers can save time by handling tasks like data input or billing away from the office while also saving money through these operational efficiencies. Cellcom recently deployed a CradlePoint solution to a local police department, allowing them to access critical high-bandwidth applications in their squad cars. The rugged design of the modem is able to withstand the range of temperatures inside the cars and allows officers to have the fast, consistent coverage that they depend on to do their job. Machine-to-machine (M2M) communications have revolutionized the way many companies operate, dramatically reducing costs and improving accuracy by automating communications between central systems and remote devices, 14 Heart Beat | January 2014
eliminating the need for people to intervene. From automated transactions at DVD kiosks to remote energy-meter reading, success with M2M depends on easy low-cost installation and reliable day-to-day operations. CradlePoint allows businesses to easily set up an M2M network anywhere and to keep it running day in and day out, with little or no effort. No wired connection can deliver 100% uptime so the question isn’t whether your business will lose connectivity to the Internet, but how to protect your business from loss and disruption when it does happen. Mobile internet connections like CradlePoint are a cost-effective way to bridge the gap with 3G/4G mobile broadband failover. These solutions can automatically detect access issues with wired line connections and provide connectivity to avoid service interruptions. This means non-stop access for your business. A fast, reliable connection is not just for employee desktops anymore. Mobile internet connections open the door for a variety of business applications that can save time, money and prevent downtime.
Winter lasts for 21 years on Uranus.
A rhinoceros horn is made of compacted hair.
In the four professional major north american sports (baseball, basketball, football and hockey) only 7 teams have nicknames that do not end with an s.
Shakespeare invented the words “assassination” and “bump.”
There is no solid proof of who built the Taj Mahal.
The male seahorse carries the eggs until they hatch instead of the female.
Many cave-dwelling fish don’t have eyes.
Babies have taste buds in their cheeks.
The human body contains a tiny amount of gold.
Herring communicate by passing gas.
Popsicles were invented by an 11 year-old.
India has a Bill of Rights for cows.
Many ancient physicians used spider webs as bandages.
Bubble wrap was originally invented as wallpaper.
Lions are able to count the individual number of roars heard from a competing group of lions and will challenge the competitors if they safely outnumber them.
Nepal is the only country that doesn’t have a rectangular flag.
The average life of a taste bud is 10 days.
In May 1948, Mt Ruapehu and Mt Ngauruhoe, both in New Zealand, erupted simultaneously.
In France, there’s a place called Y.
The average human will shed 40 pounds of skin in a lifetime. 15
WELCOME NEW MEMBERS Marco Inc. Marco is a 100% employee owned company that helps organizations manage their information by applying network expertise to voice, data, video and print solutions. Marco specializes in hosted/cloud services, managed services, business IT services, carrier services, copiers/printers, phone systems, document management and audio/video systems. Marco serves customers throughout the Upper Midwest and nationally with offices in Minnesota, Wisconsin, North Dakota, South Dakota, Iowa and Illinois. Phone: (920) 968-1254 Address: 3000 N. Pointer Road | Appleton, WI 54911 Website: http://www.marconet.com/
Gerhards The Kitchen & Bath Store Gerhards is the largest and most versatile kitchen and bath store in the upper Midwest. We offer a huge variety of kitchen and bath choices from contemporary to traditional styles, along with service you won’t find anywhere else. Visitors to Gerhards will view complete kitchen and bath suites, many of them working models. Phone: (920) 749-8900 Address: 2100 W. College Avenue | Appleton, WI 54914 Website: http://www.gerhardsstore.com/
Chiropractic Advantage The Chiropractic Advantage is an award-winning clinic where their focus is on family oriented care, treating patients of all ages. Each doctor has undergone rigorous training on diagnosing and treating health problems of the musculoskeletal and nervous systems, and they are unparalleled in their knowledge of conservative care for the back, neck and extremities to get you out of pain fast and keep you there. Being Certified Chiropractic Extremity Practitioners, our doctors go beyond the spine to help you with problems in your arms and legs, in addition to typical chiropractic problems. They are proud recipients of two Future 15 awards, a Rising Star award of the Fox Cities, a national 5-Star award, as well as being voted one of the Best of the Valley in 2014. Phone: (920) 997-9740 Address: 658 W. Ridgeview Drive | Appleton, WI 54911 Website: http://www.thechiroadvantage.com/ 16 Heart Beat | January 2014
How to Handle Negative Feedback in Social Media Like a Pro A written plan for handling negative feedback in social media could save you from a public disaster. Follow this advice from the experts.
listening with an open heart, and always having the intent of delivering happiness is the best way to help others. Respond in the right frame of mind.
customers that complain are often good customers who want you to make it right so they can remain a customer. If you're worried about people abusing your customer service, then tell them publicly you'll make it up to them, contact them privately (if they're a real customer you should have their email), and keep the details of what you gave them private.
Business growth advisor and Forbes top 10 social media influencer, Warren Whitlock, told me that most complaints come from people who like your company, and are looking for help to stay Avoid the non-apology apology. a customer. Whitlock says: Hootsuite author, Andrew Pressault offers this example of what not to do. At the moment they choose to complain, they are frustrated and looking to vent that frustration and be heard. When you You've seen these a hundred times appear as a person who cares enough to before. "Our company has been supplying our product to our customers listen, they get most of what they are for 100 years. We're sorry that your looking for. A connection to lead them out of their predicament. They may yell, experience did not match your curse or scream, but mostly they want to expectations." See what they did there? tell their story to anyone who will listen. Reinforce their leading market position Outside of a few malicious actors who while telling the customer they were CONTRIBUTOR: MARLA TABAKA could be written off, most people are wrong for expecting more in a Dealing with negative social media posts looking for connection and rapport. When roundabout way. There was no real can be uncomfortable, especially if you you listen, really listen, you'll learn that apology and the lack of sincerity was as don't have a written public policy for the majority of complainers make great transparent as a freshly-cleaned window. handling them. Rather than waiting until long term customers. Treat them like disgruntled customers show up in your valued friends and respond as you would Every business is different. Every customer is different. And every reason social space, make a plan for handling to someone you love. This works in all for a bad review is different. Apply these situations before they arise. human relationships, families, friends common sense, courtesy, and a genuine Make it part of your 2015 plan to create a and business connections. desire to help your customers to turn a comment policy and make it visible on conflict into a positive experience for your blog and social media profiles. Know who you're responding to. everyone involved, and look good while Define the kind of language and doing it. According to best-selling author and comments that are unacceptable and CEO of The Carter Group, Brian Carter, may cause users to be blocked from your you'll need to separate the naysayers community. I consulted with these Remember that it's social. from your real customers. Here's Carter's experts to get you off to a great start. At Constant Contact, Ryan Pinkham viewpoint: Deliver happiness. reminds us that social media is called social media for a reason. So, you want It's no secret that Zappos CEO, Tony There are so many reasons you can get to make sure you're connecting with your Hsieh, has literally written the book on a negative response so first figure out if customers--whether it is positive or delivering world-class customer service, whether or not its valid. If you need to negative. Pinkham says there will always in and out of social media. Jessica change the way you do business, look at to be negative feedback out there. Oberst, the Zappos Social Community that! Of course, you can't please all the Here's what he suggests: Manager, offers this guidance. people all the time; just make sure you're not doing something that invites the You want to make sure to answer your We truly care about our customers and negativity. If they're just not in your tribe customers, connect with them and show when there has been a loss of service, on Facebook, I recommend banning and your entire audience on social media that we bend over backwards to understand deleting. If they seem like good you really care about what they have to exactly what has happened, take strides prospects but have just thrown out say. Make sure your response is precise to make improvements in effort to something slightly inappropriate, I delete and that you're showing customers that prevent future losses of service, and can their comment and only ban if they are you really want to solve their problem. honestly identify with the experience our repeat offenders. customers have reached out to let us If your company has made a mistake, know about. We are customers too and always be courteous and make it up to we always try to put ourselves in their them. You are on stage and the shoes. Being open and honest, truly
Meet The Members G. Preston Kendall IV Private Wealth Management Financial Advisor The Zuleger Kendall Group https://www.rwbaird.com
Give us a brief description/history of your business…. At Baird, I help hard-working families make smart investment decisions so they may achieve financial independence. Robert W. Baird & Co. is a nearly 100-year-old, international financial services company headquartered in Wisconsin with over $120 billion in client assets. Q: How did you get started in your field? My brother in law, Jim Zuleger, was diligent in recruiting me and I frequently thank him for doing so.
Q: What’s your favorite movie and why? Forrest Gump. I can probably (and to my poor wife, Kristy’s, demise frequently) quote most of the movie. What a cool era of American History. “And that’s all I have to say about that”. Q: Is your desk messy or organized? During the day, messy. Before I leave organized. Repeat. Q: Green Bay Packers or another team? Chicago Blackhawks.
Q: Who is the one person that helped to make you who you are today? I’ve had the privilege of being influenced by a tremendous amount of incredible people in my life but there is no doubt I would not be the person I am today without the foundational teachings, unconditional love and encouragement from my mom growing up.
Q: Where was your best vacation and why? We have been going to a family friend’s cottage in Canada near the Southern tip of the Georgian Bay since I was a child. Kristy and I now drive the 12+ hours to take our 4 kiddos there to relive my childhood. It’s simple, outdoor family fun in a beautiful setting and hard to top.
Q: What do you like most about working in the Heart of the Valley area? The ease of getting around. After 10 years of commuting in and around the City of Chicago not a morning goes by without some appreciation for the short commute.
1.) Become great grandparents.
Q: What is the worst job you’ve ever had? I took a job as a caddy in Junior High. Waking up extra early to watch somebody else play a game that I wish I was playing combine to give it “the worst” status.
3.) Take the entire family to Disney World on an airplane.
Q: OK, now the good stuff. What do you like to do for fun? I’m obsessed with hockey and doing anything adventurous with my wife and kids. Fishing, skiing, swimming, ice hockey, hiking, building forts, playing leggos, golfing, skating, eating, traveling, projects, etc. My grave stone will have “Over-Indulger” engraved on it.
18 Heart Beat | January 2014
Q: What are the Top 3 items on your bucket list?
2.) Own a cottage on a lake where my entire family (and friends too) come to create memory upon memory year in and year out.
* If you are a Chamber member and would like to be featured, email Jamie! It’s free! *
Aaron Zimmerman Business - Wireless Sales Consultant Cellcom www.cellcom.com
Give us a brief description/history of your business…. Cellcom is a provider of communications services throughout Wisconsin and Michigan, with more than 80 retail and agent locations. Our renowned network is customized to our rural markets and customers. We provide wireless solutions that help people stay connected around the world right from their very own backyard. We strive to provide the best coverage and extraordinary customer service, and continue to grow our territory to better serve our most important asset: our customers. Cellcom is an innovative wireless company that provides nationwide 4G LTE and 3G data service, affordable talk and texting options, plans with shareable data and the latest in wireless devices. We anticipate your needs, recommend and provide the right selection of technology tailored for you, and offer personalization in apps and content for the way you live and use wireless. Cellcom is the preferred wireless provider of the Heart of the Valley Chamber. Q: How did you get started in your field? I got my start in sales with Telemark Sales after graduating from UW Oshkosh. I have been an “early adopter” of technology and getting the opportunity to work for an industry leader like Cellcom was a great fit. Q: Who is the one person that helped to make you who you are today? The person who helped me was my old boss, Jody Brelsford, from the Philadelphia area. He took a chance on a Midwestern kid fresh out of college to sell medical supplies in the mean streets of New York. Jody taught me real world business.
Q: What do you like most about working in the Heart of the Valley area? The people are good hearted and want to help you succeed. Q: What is the worst job you’ve ever had? The worst job I had was removing garter snakes out of people's garages when I was 10 years old. My brother and I earned something like $1 a snake. It was cool back then, but gives me the creeps now. Q: OK, now the good stuff. What do you like to do for fun? Spending quality time with my beautiful wife Ruthe and playing with my little girls Marilyn and Maggie. Q: What’s your favorite movie and why? Faith Like Potatoes. It is a moving life journey of a man who, like his potatoes, grows his faith in God, unseen until the harvest. Q: Is your desk messy or organized? Organized chaos. I'm always in the process of trying to be more organized. Q: Green Bay Packers or another team? The Packers. There is no other team. Q: Where was your best vacation and why? Key Largo in the dead of winter - The trip was a sales award a while back. Q: What are the Top 3 items on your bucket list? 1.) Travel all of Israel. 2.) Golf at Augusta. 3.) Fly an ultralight.
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The Biggest Challenge Facing Entrepreneurs From attracting (and retaining) top talent to staying focused, here's what leaders are up against.
The ability to attract top talent is a must for any entrepreneur, but especially so for those who run fast-growing companies. Not only does this talent draw other top candidates, they help leaders come up with ideas and continue to stay innovative. But is finding top talent easy to do? Hardly. And as executives
whose companies appeared on our annual Inc. 500 list of the fastest-growing private companies said in a survey, it remains a major concern. Staying focused is also another issue, given everything these entrepreneurs have to juggle.
Check out the graphic below to see more challenges facing top leaders.
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Business After Hours: UNO Chicago Grill
Taking a stand, for anything, requires courage. Courage is knowing what's right and then acting on it. Theodore Roosevelt said, "In a moment of decision, the best thing you can do is the right thing. The worst thing you can do is nothing." During the Nazi occupation of his country in WWII, King Christian X of Denmark noticed a Nazi flag flying over a Danish public building. He immediately called the German commandant, demanding that the flag be taken down at once. The commandant refused. "Then a soldier will go and take it down," said the king. "He will be shot," threatened the commandant. "I think not," replied the king, "for I shall be the soldier." Within minutes the flag was taken down. The king was courageous, took his stand, and prevailed. Inspiring leaders don't settle for what conditions are forced upon them. They don't just buy into what everybody else is saying, and they don't follow the beaten path. Inspiring leaders are constantly creating their own conditions for success by
blazing new trails. On the advice of one of his mentors, Warren Bennis, he met again with his team, listened to their concerns, answered their questions and asked for their support. In the end, he had mobilized the support of his management team, and as Bennis had encouraged, he went with his heart, with what he thought was right and entered the market in question. Schultz stood his ground and, ultimately, was able to score another successful expansion of Starbucks into the international marketplace. Rarely are leadership decisions black or white, so inspiring leaders take in available data, then muster the courage to make the best decision in that moment for the right reasons. Action Questions: 1. When did you demonstrate leadership courage in the past? 2. What about that situation enabled you to act with courage? 3. How can you apply your past experience to help you courageously address a current challenge? 21
Do MBAs Really Matter for Business? Is B school all that necessary? CEOs of fast-growing private companies weigh in. For many entrepreneurs, MBAs haven't mattered since the 90s. At least that's the view of Cliff Oxford, a CEO whose company has been on the Inc. 500, a list of the fastest-growing private companies in the U.S., three times. His scathing op-ed in the Times last year called the venture a waste of time. "Data that used to take days or even months to acquire can now be trained in real-time," he wrote. "With the new speed of business, the traditional M.B.A. and the classroom have been left in the dust." So do the CEOs of today's fastest-growing private companies in the U.S. agree? Not quite. While half said they completed college in our annual survey, 19 percent went through b-school and another 19 percent completed a graduate degree in another subject. It just goes to show, there is no traditional path to entrepreneurship.
Perhaps Javorick Alexander Moore has a really long Christmas card list. Or a lot of pen pals. The 40-year-old Greensboro, North Carolina, man was sentenced Thursday to two years in prison for bank fraud after writing more than $58,000 in bad checks for postage stamps. Documents filed in federal court in Norfolk, Virginia, say Moore opened a checking account and deposited about $5,000 before visiting several post offices in Virginia and North Carolina to stockpile stamps. He also spent about $5,000 at office supply and clothing stores. According to the VirginianPilot , defense attorney 22 Heart Beat | January 2014
Suzanne Katchmar wrote in court papers that her client was abused as a child, loves to cook and hopes to someday operate a food truck. But she said nothing about his interest in stamps.
5 Things You Should Have Before Starting a Business When you're embarking on this new adventure, you need to be mentally and physically prepared.
Note that you will need a marketing budget. It doesn't have to be a large marketing budget at first, but it has to be bigger than "zero" if you really want to get the kind of attention that will grow your company quickly. 4. A sales strategy.
Want to maximize your chances of building your scrappy startup into a successful enterprise? Make sure you've got these give essential elements in place before you launch. 1. A realistic personal budget. When you start your own business you have to pay just about everyone else before you pay yourself. If your business doesn't pay its bills your business ceases to exist. It could be up to two years before you see your first paycheck. That means you need to shave your personal budget down to the bare minimum you need in order to survive. Pay off debt. Downsize your living space. Go car-free if you live in a space with public transportation. Do whatever it takes to need as little as possible to survive. 2. Money in the bank. Make sure you can survive on this reduced budget for at least six months, if not longer. Those who have a spouse to support them or who can work a day job as they build their business may be able to skip this step. Most of us do not have the former, and can't really give the business our full attention when distracted by the latter. 3. A marketing plan.
Once people know who you are and what you're doing you're going to have to figure out how to close deals. A company that isn't making sales is a company that isn't going to be around for very long. Work on putting your sales infrastructure in place: sales scripts, sales contracts, proposals and whatever else you're going to need to get products into the hands of people who will pay for them. 5. Stamina. You will have to work harder than you've ever worked in order to make your business succeed. Seven-day weeks and 12-hour days are not at all uncommon. Don't try to launch if you're simultaneously struggling with chronic illness, battling major family issues or if you're simply not that interested in working that hard. Make sure you're in it for the long haul and that you've got the energy to put in the necessary work before you begin. Yes, you're going to have to do things that make you uncomfortable (like sales and marketing) and you're going to have to make sacrifices--like working 12-hour days on a ramen noodle diet. However, if you do these things you might just be bringing down millions of dollars in two to five years. Then, the effort that you put into starting your business off on the right foot will all be worthwhile.
Most startups launch even though they have no earthly idea how they are going to get their products or services out there. As a result, they spend a lot of time spinning their wheels.
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101 E. Wisconsin Avenue | Kaukauna, WI 54130 920.766.1616 www.heartofthevalleychamber.com