April 2014 magazine final by Small Business Today Magazine

PUBLISHER SCOLUMN

SBT Houston Staff APRIL 2014 Chairman John Cruise President/Executive Publisher Steve Levine

From the Publisher

Associate Publisher/ Creative Director/Editor Barbara Davis-Levine

Steve Levine

Business Development/PR Bill Huff Aaron Kaplan Susan Repka Graphic Designer Lavinia Menchaca Photographers Gwen Juarez Contributing Writers Errol Allen Hank Moore Barbara Davis Mike Muhney Mila Golovine Mayor Annise Parker Lorraine Grubbs Rita Santamaria Bruce Hurta Pam Terry Jeff Jones Holly Uverity Aaron Kaplan Jack Warkenthien Craig Klein Aimee Woodall Chief Advisor Hank Moore Publisher’s Advisory Board Shah Ardalan Hank Moore Roger Burks Lisa M. Morton Sonia Clayton Mike Muhney Donna Cole Leisa Holland Nelson John Cruise Mayor Annise Parker Dirk Cummins Page Parkes April Day Howard Partridge Dr. John Demartini Susan Repka Maya Durnovo Maria Rios Kathie Edwards Grant Sadler Leonard Faucher Rita Santamaria Mila Golovine Allen Shapiro David Holt William Sherrill Richard Huebner Pam Terry Jeffrey Jones Linda Toyota Darryl King Jack Warkenthien Craig Klein Aaron Young Wea Lee

Phone: 832-419-2814 E-Mail: Steve.Levine@SBTMagazine.net Or Write: Small Business Today 5380 West 34th Street, Ste 230 Houston,TX 77092 See us on the web at www.SBTMagazine.net Free APP for Android & iPhone go to your APP Store and type in Small Business Today Magazine PUBLISHER: STEVE LEVINE SMALL BUSINESS MAGAZINE IS PUBLISHED MONTHLY BY LEGACY PUBLISHING GROUP, LLC. 5380 WEST 34TH ST. STE. 230 HOUSTON, TX 77092 EXECUTIVE PUBLISHER: STEVE LEVINE PRESIDENT: JOHN CRUISE PHONE: 832-460-2020 www.SBTMagazine.net ADVERTISING RATES ON REQUEST. BULK THIRD CLASS MAIL PAID IN TUCSON, AZ. POSTMASTER: PLEASE SEND NOTICES ON FORM 3579 TO 5380 WEST 34TH ST. STE. 230 HOUSTON, TX 77092 ALTHOUGH EVERY PRECAUTION IS TAKEN TO ENSURE ACCURACY OF PUBLISHED MATERIALS, SMALL BUSINESS TODAY MAGAZINE CANNOT BE HELD RESPONSIBLE FOR OPINIONS EXPRESSED OR FACTS SUPPLIED BY ITS AUTHORS. COPYRIGHT 2012, LEGACY PUBLISHING GROUP, LLC. ALL RIGHTS RESERVED. REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION IS PROHIBITED.

Much Appreciation & Many Thanks as We Celebrate Our 2nd Anniversary

s Executive Publisher of SMALL BUSINESS TODAY MAGAZINE, I frequently receive testimonials from the subscribers, readers, and clients alike who are so appreciative for the launch of this most amazing and powerful magazine and, now, global radio talk show. Their comments, compliments, and gratitude motivates Barbara, myself, plus others on our team to continue to “raise the bar” on the quality and content of the publication each and every issue. I have shared with you on several occasions that we at the magazine are extremely passionate about empowering small and medium sized business owners in addition to aspiring entrepreneurs. One of our greatest pleasures is when we have the opportunity to recognize a “Youthpreneur” and/or inspire and empower young people who are focusing their future of owning their own businesses. We recently had the opportunity to be a major sponsor of and judges for the “Business Professionals of America” Texas State Conference and Competition which was held at the Hyatt Regency here in Houston this past March 6, 7, and 8. It was so refreshing to see today’s high school students dressed professionally, prepared and motivated to display their entrepreneurial skills and business savvy. Some of their ideas and dreams for businesses were incredible! Many thanks to all of the people who make the “Business Professionals of America” such a wonderful showcase for today’s youth who are destined for success in their future businesses! They gave us a beautiful trophy in appreciation of our generosity, but the gratitude of the students was award enough for us. Naturally, we gave the students who we judged a complimentary hard copy and a digital subscription. Speaking of “Thanks”, I would like to take a moment to thank our contributing writers for providing the necessary “Power Tools” for today’s aspiring entrepreneurs in achieving success. Thank you to my lovely wife, Barbara Davis-Levine, our Associate Publisher & Creative Director, to our partner, John Cruise, who created the publication with us, to our amazing Publisher’s Advisory Board for contributing their advice, cover nominations, and most importantly, their most valuable possession, their name and reputation. Thank you to our graphic designers, other writers, and photographers for their dedication to the excellence of the publication. Thank you to our readers and subscribers who have made our magazine Houston’s highest quality and best read publication for aspiring entrepreneurs and small and medium sized business owners. Lastly and most importantly, thanks go to our growing family of clients who make it possible for us to publish every month, especially Champions School of Real Estate, Champions School of Professional Development, Westpark Communications,The Women’s Business Enterprise Alliance, and the Houston Minority Suppliers Development Council who have been with us since our “Premier Issue!” Thank you to all for two great years! Good Reading, Good Sales, and Great Success to You All!

Steve Levine

President/Executive Publisher, Small Business Today Magazine

[ APRIL 2014 ] www.SBTMagazine.net 3

INSIDE APRIL 2014 EDITION HOUSTON

Publisher s Column

Things I Have Learned in These 30 Years

Avoid These 3 Common Barriers to Email Marketing Success

The Houston Public Library – The People’s University

14 Doing Business with the Indonesian Culture

Lisa Roth & John Montgomery Montgomery Roth Architecture & Interior Design A Breath of Fresh Air from Katrina

GLOBAL SEVEN AWARDS MAY16TH 2014

FOR MORE INFORMATION SEE OUR AD PG.12

BOLDER IDEAS ACTIONS MAY 28, 29 2014

FOR MORE INFORMATION SEE OUR AD PG.4

The Fine Art of Failure - Benefiting from Mistakes to Assure Success

Recognizing a Job Well-Done

Developing Leaders: Part 8 and Final, Ego and the Leader

Pay Yourself First and Become a Money Magnet

Getting Organized: Creating a Functional Home Office

Eight Reasons Why Fair Market Value is Insufficient to Motivate a Business Owner to Sell

The Big E Word in Customer Service

Should I Use a Broker to Find My SBA Lender?

3 Myths About the Young Adult Demographic: DEBUNKED

5 Public Speaking Tips

A Different Take on Hosting

Small Business Safety Begins With You [ APRIL 2014 ] www.SBTMagazine.net 5

Lisa Roth & John Montgomery

Montgomery Roth Architecture & Interior Design A Breath of Fresh Air from Katrina By Barbara R. Davis

hen John Montgomery and Lisa Roth decided to combine their talents and create the unique concept of Montgomery Roth Architecture & Interior Design in 1998 in New Orleans, they projected that it would take their new firm several years to build up a reputation that could catapult their growth. To their pleasant surprise, inside their first year of inception, Montgomery Roth experienced great success and grew at a rapid pace. With a focus on the hospitality industry specializing in the design of hotels, casinos, and restaurants, New Orleans was a perfect place to start their company. After years of establishing a now successful business in New Orleans, Hurricane Katrina was heading their way and they had no choice but to find temporary refuge in Houston. Who would have ever thought that Montgomery Roth would ride in on the last big gust from Katrina and turn into such a breath of fresh air! Lisa, who is a licensed architect and interior designer, has an undergraduate degree in interior design and a masterâ&#x20AC;&#x2122;s in architecture from Tulane University and John, who is licensed as an architect and studied at the University of Louisiana at Lafayette, first met at Perez Ernst Farnet, APC, Architects. They both had a passion for hospitality design and worked together on exciting hotel and casino

6 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

apparent that Katrina was a much stronger storm than the New Orleans natives were accustomed to. In 2005, John and Lisa made the decision to find a nearby city away from the storm’s devastation to temporarily relocate their practice. Having an ideal location, strong business potential, and personal connections for the pair, Houston immediately topped their list. Arriving in Houston just a few days after Katrina, Lisa and John urgently rushed to get Montgomery Roth back in operation. With half their clients rooted in other parts of the country including New York, Georgia, Nevada, and California, they didn’t want to interrupt their work flow. The Montgomery Roth Team often gets together to cook up new designs for their clients. “Within a few days after Katrina, our cliprojects across the globe with projects streamline the design and construction ents called to make sure we were all okay in Tunisia, North Africa, and The Bahamas process so hotel owners, general man- but also needed to understand the impact as well as local hotels like Harrah’s Ca- agers, and hotel management companies this storm might have on their projects,” sino in New Orleans, the first of Louisi- could go to one firm for architecture, in- recalled John. Lisa began the initial steps ana’s land-based casinos. Working closely terior design, and procurement services. to set up a temporary office. As a longtogether for three years, John and Lisa They launched Montgomery Roth Archi- time member of the New Orleans Chapbecame keenly aware of each other’s tal- tecture & Interior Design on April 1, 1998 ter of the Entrepreneurs Organization, ents, strengths, and career goals. Most im- and hit the ground running in a niche mar- she reached out to the Houston Chapter portantly, they realized that their greatest ket by offering three in-demand services for aid. Lisa reflected, “The immediate redesire was to work in a firm that focused through one company. Word got out rap- sponse from the members of the organion hospitality design and provide both ar- idly and their business grew like wildfire. zation was incredible. They were able to chitecture and interior design with equal Within the first month of starting the firm, help us find office space and temporary Montgomery Roth was hired by notable housing, and introduced us to some great emphasis. companies such as Harrah’s, the Intercon- professional resources.” Quite often, John and Lisa would be a tinental Hotel Group, and Sheraton. Eager to keep project scheduling comsounding board for their clients’ frustraBefore the end of their first year in busi- mitments to their clients, John and Lisa tions in having to hire interior designers and architects from two separate firms. It ness, Montgomery Roth had proven itself were faced with the challenging task of often resulted in separate companies try- to be capable of doing all they had set out setting up a new office in Houston while ing to achieve separate agendas including to do. There were no firms in New Orle- saving everything they could from their ofseparate budgets, schedules, and design ans and a limited number nationwide that fice in New Orleans. In the days that folconcepts. It was then that John and Lisa could provide expertise in three distinct lowed the storm, New Orleans remained had the epiphany to start a business to- areas. John and Lisa worked very hard to flooded, not readily accessible, and more gether that would address their clients’ develop the right team and became quite importantly, quite dangerous. In spite of frustrations. Tourism in New Orleans established as a leader working in the hos- the obstacles, John made the heroic dewas the city’s primary industry and they pitality luxury arena in the United States. cision to return. “About two weeks after felt they had a strong chance for success Within a short time, Montgomery Roth’s Katrina, we actually had special passes to with a focus on hospitality design. With reach grew and they were awarded inter- get into the city because it was all locked hundreds of existing hotels in New Orle- national projects including the design of down by the National Guard,” stated John. “Our office building never reopened but ans with restaurants and bars and a new the Disney Hotel in Hong Kong. we were still able to retrieve equipment casino under construction, they believed a After years of establishing a successful and pertinent files. There was no electricifirm that could provide all design services business in New Orleans, news that Hur- ty so we had to put flashlights on the landwould be perfect. ricane Katrina was about to hit the Atlantic ings and mining caps on our heads while Their vision was clear; John and Lisa seaboard began to worry John and Lisa. we ran up and down the six flights of stairs truly believed that there was a unique op- Hurricane evacuations were quite com- as we gathered up all of our possessions portunity to form a company that would mon in the area but it quickly became and put them into a U-haul.” [ APRIL 2014 ] www.SBTMagazine.net 7

The Montgomery Roth Design Team always provides quality assurance for their growing family of satisfied clients!

Immediately following the evacuation, New Orleans area hotels began to fill up again housing the National Guard, disaster management teams, insurance company underwriters, and even returning residents. Montgomery Roth’s previous clients, like Harrah’s Casino, Sheraton, and Hilton, looked to them again for design assistance. “Having guest damage and flood damage, they called on us to help them with the necessary renovations. Basically, we were one of the few firms actually working in New Orleans immediately following the storm. There was a mutual benefit; we were trying to rebuild and so were they,” recalled Lisa. For four months, the New Orleans team worked out of Lisa’s home which had the least amount of flood damage while Lisa established and worked with a team in Houston to continue to meet other clients’ needs. Along the way, new working relationships were created with the likes of Starwood Hotels, Hilton Hotels, and Pinnacle Entertainment. After experiencing Houston’s incredible business environment, John and Lisa knew that making Montgomery Roth’s Houston office a permanent one would be a good decision for the success of their firm. “Houston is a great city. It is a city that really welcomes people. Obviously, there are challenges when you have a lot of people coming here, many without any money or resources. All in all,” said Lisa, “we found that everyone we worked with was very supportive, very informative, and really

wanted to see people land on their feet. The business community was amazing, and we were met with supportive, caring, and extremely helpful Houstonians at every turn.”

of connecting with local architectural and interior design firms when working nationally and internationally so that they are always on top of local regulatory codes and policies.

Briefly subletting in a downtown high rise tower, Montgomery Roth then moved into a self-designed new build-out in the Galleria area of Houston where they still reside today. Due to Houston’s incredible business development, the office has grown three times the size they were in New Orleans before the Katrina devastation. Months following the storm, a new location for the New Orleans office was found in the Texaco Building in downtown New Orleans. John and Lisa made a commitment to reestablish business there and go back to give support to the ones who helped them.

John and Lisa act independently in their roles with the company. They have different client groups with varying desires, approaches, and building types. One thing that always remains constant is their commitment to excellence in both design and functionality. Lisa explained, “We always meet interesting people who are very challenging, creative, and intense. They are very aware that the quality of the design and how well it’s thought out is not only from an esthetic perspective. How well the design functions and how it can be maintained is critical to the success of all of our projects. So there is a lot of time spent on each property trying to get it right; it’s a collaborative effort.”

Montgomery Roth has weathered through the times and has been able to grow since its inception in 1998 because of its flexibility and diversity. They have been listed as one of the “Fast 100” by the Houston Business Journal for the past two years and have received many design awards along the way. With business currently in twelve states, Montgomery Roth is licensed in all of them as well. Regardless of location, they know all the ins and outs of licensing and are capable of quickly dealing with the qualifications required to become licensed wherever their services are requested. Similarly, they make a habit

8 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

John accredits this type of thinking to the close, personal relationships he has established with clients throughout his career. In 2005, after a year of work, a project to design a Cabo Wabo Cantina location at the Harrah’s Casino in New Orleans for former Van Halen lead singer Sammy Hagar was cancelled due to the devastation of Hurricane Katrina. John had developed both a professional and personal relationship with Sammy and, years later, Sammy commissioned Montgomery Roth to do several other build-outs for him including

the Cabo Wabo location at Planet Hollywood in Las Vegas. “Sammy is such a nice, down-to-Earth guy and so sympathetic after Katrina. Lisa and I have learned that when you work with very amazing people, it’s not just about how they conduct business, it’s just how they are as a human being; and that’s where I am with Sammy,” remarked John. Through the years, Montgomery Roth has successfully established a strong residential clientele along with their hospitality work. Lisa has found there to be a direct correlation between their residential and hospitality projects, namely that residential clients see the elaborate, well-detailed work that Montgomery Roth does in hotels and spas and want to bring that to their residential projects. Similarly, most design trends start in the residential sector and later translate to the world of hotel design, so most hospitality clients want their properties to have that residential feel. Lisa expressed, “I think part of our success is that we do different project types. We do some residential, hotels, casinos, and restaurants; but we also do different sizes. Having 30 people between the two offices makes us large enough to handle really big hotel projects, but we are also happy to help somebody who wants us to renovate the kitchen in their home. In addition to being flexible with the size and scale of projects, we pride ourselves on being flexible with schedules and how we build a team of people.” Whether it is residential or hospitality design, Montgomery Roth’s clients choose them for their unique approach in reaching strong design solutions. From architectural and interior design to product procurement, John and Lisa have cultivated an environment where clients can have all their needs met. By collaborating closely with their team in both the Houston and New Orleans offices to reach one common goal, they have established long-term relationships with their clients. Their hardship in New Orleans after Hurricane Katrina has taught them to give back to their community including Habitat for Humanity, the American Red Cross, the American Cancer

John & Lisa make a terrific team and are happy to share their lessons learned with their clients and associates.

Society, and the Periwinkle Foundation. In addition, they believe in employee appreciation and recently rewarded a long-term employee for exceptional work and dedication by naming him partner. As Montgomery Roth expands its business, John and Lisa’s goal is to continue

to grow the company internally while streamlining the design and construction process, and always providing exceptional service to new and continuing clients in three different design aspects… just another example of Montgomery Roth’s fresh approach in all they do.

Take Away Notes for Success 1 Invest in yourself. You are the one and only thing out there that you can actually control. If you invest in yourself, you will get direct proportional returns on it. 2 Invest in your team, too. Whenever you can, invest in them spiritually, financially, socially, or in any other way you can. We don’t sell widgets; we sell the creative by-product of other human beings. If they are not happy or don’t feel like we care, their work will reflect that. We are working on that every day. We are always providing training, team building events, and social activities like charity events to develop camaraderie and an understanding of each other. 3 Get to know who your clients are. They are not all the same. Every corporate client culture is different and you have to be able to be flexible in how you provide services and how you communicate with them.You have to find a way to set up a system that keeps up with the clients’ individual preferences and you need to customize your service to their needs. . 4 Never cut corners with your attorney, with your financial institution, or with your accountant. 5 Most importantly, do what you love and be passionate about it. If you don’t love what you are doing you will not be successful.

[ APRIL 2014 ] www.SBTMagazine.net 9

EDITORIALFEATURE

Things I Have Learned in

These 30 Years By Rita Santamaria

o grow a value-based company you must be a broad thinker. Your thinking has to go beyond your own self-interest. You have to put someone else’s needs ahead of your own. Leadership comes from the inside out. One must nurture talent and always be scouting for new talent. The most valuable asset is human capital and it is also the most volatile. Motivating the sales force is an ongoing, everyday, personal directive. There are days when you would enjoy going to someone with your problems and there

are those in other positions such as HR and managers who are able to listen… but ultimately,“the buck stops here” - with you. Strategic thinking that goes beyond the crisis of the hour is on a leader’s daily to-do lists. This often occurs as you are evaluating your own personal growth and skills. Strategic thinking leads to assembling and managing outside teams or coaching others. Selecting good people from the start can be the best time the manager ever invests.

10 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

Leading or navigating through generations with different mindsets can be challenging. Most companies have four different generations they are working with. Not only are the teams multigenerational but multicultural as well. Adding different personality styles into the mix can make it more interesting for managers. Resolving internal conflicts when styles collide are part of all leaders’ responsibilities. Resolving the conflicts for a win-win, save face for all involved is the ultimate goal. Continued on page 32

EDITORIALFEATURE

Avoid These 3 Common Barriers to

Email Marketing Success By Craig Klein, SalesNexus.com CEO

he buzz in marketing circles is increasing about how email marketing has made a huge comeback. Many advocates of social media predicted the demise of emails as a marketing channel because of the bulging volume of emails received today. Since the buyers are in total control of the marketplace, the truth is the exact opposite.

pany is so weary and wary of it. You have reason to think your sales leads will hate getting an automated email marketing campaign. To rise above, your emails must be more than merely promotional. They must be informative and offer intrinsic value that is useful to your prospect and independent of your company, service, or product.

“Spammy”, promotional emails are rejected by your sales leads. Informative, engaging, and entertaining emails are welcomed. The key to profiting in the email marketing world is about sZeeing the recipient’s needs. Ask yourself what your ideal customer wants to know about your product or service before they connect with your company. Deliver that information to sales leads via email campaigns and you are golden – literally.

The Fear Factor

Why aren’t more companies getting their email programs going? Here are three common reasons: 1. They are afraid of being considered spam. 2. They are afraid of the task of writing and don’t know how to find someone cost-effective to do it for them. 3. They are so focused on sales that their emails are all promotional and send potential prospects running away.

If the content creation is not something you want to tackle alone, a professional writer can do it for you. The task of finding and managing a writer’s work has never been faster, easier, or more cost effective. The internet connects writers all over the world with clients of every type. Increased competition among wri-ters has made their services more affordable.

Overcome these common obstacles and get started creating your email marketing campaign today. Let’s address the obstacles listed above one at a time:

The Spam Factor

This year, a whopping 84% of all email traffic will be spam. No wonder your com-

Writing effective email marketing articles is a specialized skill set. There are clearly defined techniques which should be effective for anybody. To master the writing is easy. Master your fear and abandon your preconceptions about what you can or cannot do. When you clearly look at what is in your skill set, you will know the next step. Find the time to determine your best way to create your email content.

The Sales Factor

Your emails should identify and address a prospect’s specific needs or pains. These will be the same pain points your product or service ultimately addresses. If you provide industrial sprinkler systems, your article may focus on three ways water damage can destroy a building, or the five hidden costs of poorly irrigated or outdated sprinkler systems. If your company provides personal therapeutic

massage, you may want to offer articles on the four hidden costs of physical pain and discomfort in the workplace, or the five risks of irreversible damage due to certain chronic conditions. Don’t include your own product or service in the article, a promotional red flag. At any given time, only 3% of the public is interested in buying a particular product or service. People always want something for free and information has never been a more widely traded or more valued commodity. Give your sales leads valuable information that will win their trust. Build your credibility as an industry expert. When their need is sufficiently excited by the information you sent, they will turn to you to fulfill those needs.

Email Marketing Takes Time

Once you launch your email marketing campaign you must stick with it. You have made a commitment and you should honor it with time, patience, and diligence. An email campaign has several steps including qualifying a prospect and emails to address frequently asked questions (FAQs). Be prepared to see your campaign through every step. In the old days, you pushed your advertising out to the public hoping that someone would respond. Today, we use email marketing at a much lower cost to pull the sales lead toward what we offer using a marketing automation within our CRM software. Research shows that it is a very good investment. Isn’t it time to get started?

Craig Klein is the founder and CEO of SalesNexus. com. SalesNexus is the leading provider of CRM, Email Marketing, and Lead Generation Solutions to business-2-business sales teams. [ APRIL 2014 ] www.SBTMagazine.net 11

EDITORIALFEATURE

The Houston Public Library_

The People’s University By Mayor Annise D. Parker

ublic libraries are often referred to as “the people’s university” and through them people of all ages and stages of life can gain free access to information that can help them improve their business, their skills, succeed in school, connect to the world through techno- logy, or simply find the joy in reading. The Houston Public Library (HPL), the nation’s seventh largest library in terms of population served, continues this tradition. There is a wealth of business database resources accessible through the HPL website (www.houstonlibrary. org). At no cost to the user, these valuable databases provide key information for small business start-up and operational needs including research on markets and trends, material on competitors and potential clients, and business plan samples. These databases can be accessed by using the compu-

ters at any of the library’s 42 locations throughout the city of Houston or via the Internet from your home or office. You will need a Houston Public Library Card to access these databases on-site or remotely. Get a free card by completing a library registration form and presenting it along with proof of address at any of their locations. You don’t have to live within the city of Houston to get an HPL Card. Whether using an onsite or offsite computer, access the business databases by visiting the HPL home page at www. houstonlibrary.org. Then click the “Research” tab near the top of the screen. On the research page, locate the box labeled “Find Information by Category” and select “Business.” When you select a database link from your home or office, you will be required to enter your last name and library card number to access any of the databases.

The HPL is also keenly focused on the possibilities of the future, continually looking for new and creative programs, services, and resources that support individuals, families, and businesses as they seek to better themselves, their neighborhoods, and the larger community.

There are more than 31 specific databases that can be used to gain information about the business world. Four databases are particularly helpful to small business entrepreneurs. To locate information regarding an industry or market trends, consult the Business Source Complete or Factiva databases. Business Source Complete offers scholarly business journals covering management, economics, finance, accounting, and international business while Factiva presents current data, articles, and news about companies and industries. For data on consumer demographics, competitors, and potential clients, use ReferenceUSA, which covers over 14 million U.S. businesses. Finally, to view any of the actual business plans, refer to the Gale Virtual Reference Library. The HPL is also keenly focused on the possibilities of the future, continually looking for new and creative programs, services, and resources that support individuals, families, and businesses as they seek to better themselves, their neighborhoods, and the larger community. Last year, the Houston Public Library recorded over 1.1 million computer use sessions of free access to the Internet for things like job searches, school projects, and business research.

In addition, the HPL provided over 10,000 free programs that were attended by approximately 200,000 adults, teens, and younger children. These programs included bilingual child and family-centered reading programs, online tutoring services, and adult education classes such as Adult Basic Education (ABE), English as a Second Language (ESL), and computer skills training covering a wide variety of software and skill levels. These programs are especially important given the region’s continuing growth. It is critical that our community continue to produce skilled workers who can fill the jobs created by the local economy and educated citizens who can be leaders in the community through civic organizations, social and religious groups, PTA’s and school boards, and more. Public funding helps support these important efforts. Yet ongoing success also depends on the partnership between public and private entities. Even here, the HPL is leading the way. Through the Toyota Family Learning Grant provided by the National Center for Families Learning, the HPL has joined with Collaborative for Children and other partners

Continued on page 32

[ APRIL 2014 ] www.SBTMagazine.net 13

EDITORIALFEATURE

Doing Business with

the Indonesian Culture By Ludmila (Mila) Rusakova Golovine

f one were looking for an up-and-coming country with which to do business, Indonesia would definitely be on the short list. Having the 16th largest economy in the world with a yearly growth rate of six percent since 2004, Indonesia is one of the most rapidly developing countries on the planet. This situation will offer tremendous opportunities to those savvy enough to recognize them. Nevertheless, in order to be successful, one must be able to interact with Indonesians in a culturally appropriate manner.

Indonesia is one of the most diverse countries in the world. It has 17,000 islands and hundreds of different ethnic groups speaking various languages. Consequently, there is no single Indonesian culture. That said, the Javanese culture has long dominated the island chain. In addition, Bahasa Indonesia, a modified form of Malay, has become the official language in an effort to improve communication across the country. Therefore, one can glean some basic characteristics from the culture. Just as there are many ethnic groups in Indonesia, there are many religions as well. Although the country is predominantly Muslim (the most populous Muslim country on Earth), there are still quite a few Buddhists, Hindus, and Christians. Therefore, you must be extra cautious in your behavior so as not to offend. For example, should you intend to give a small gift to your Indonesian counterpart, you should not give anything derived from alcohol if he/she is a Muslim since alcohol is strictly forbidden in Islam. Similarly, you should not give anything made of leather to your Indonesian counterpart if he/she is a Hindu as cows are held sacred in Hinduism. Finally, if your counterpart is Chinese, you should avoid giving knives, scissors, clocks, handkerchiefs, or straw sandals. It may seem like a lot to avoid but just pay special attention to avoid these items and everything should be fine. When meeting your Indonesian counterpart for the first time it is customary to exchange business cards. Please bear in mind that in Indonesia, as in most of Asia, business cards are considered an extension of the person. Therefore, the card must be carefully accepted and treated with respect. Accept the card with both hands, attentively read it paying particular attention to the name, and respectfully place the card in a special case. It is imperative that you do not place the card carelessly in your back pocket as it is considered disrespectful. When presenting your business card, only use your right hand with your left hand holding your right 14 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

wrist. Please be sure to have enough business cards for all of the people you are meeting. Not presenting a business card will be considered impolite. When dealing with Indonesians, one must be very careful when hearing the answer “yes” to something. Quite simply, Indonesians do not wish to offend anyone and very often a negative answer is perceived as an offense. Consequently, many times they will say “yes” when they actually mean “no.” The Bahasa Indonesia language confirms this cultural characteristic. There are twelve distinct ways of saying “yes” when expressing “no.” Continued on page 33

EDITORIALFEATURE

The Fine Art of Failure

Benefiting from Mistakes to Assure Success By Hank Moore, Corporate Strategist™

do not fail without a reason or cause. Learns constructively from trial and error. Visualizing patterns of failure as barriers to success. 3. Experience Gathering--- Circumstances within and outside your control caused the projects to fail. Learns which external factors to trust and which cannot be controlled. The importance of research, due-diligence, and marketplace understanding surface. A 90% success rate for a person with a good attitude and responsible behavior 4. Grooming---The team lets you down. Learns what you are capable of dois unbeatable. There is no such thing as ing. Learns who to work with and perfection. Continuous quality improvein which capacities. Success-failure ment means that we benchmark accomis a function of seizing-creating your plishments and set the next reach a little own opportunities. No individual or further. organization can have success without experiencing and learning from Throughout our lives, we search for acfailures. tivities, people, and meaning. We venture outcomes down roads where we find success. Oth- 5. Seasoning---Understands before they transpire and the myrier activities bring us failure from which we ad of failure-producing factors. Most learn even more what to do to achieve people and organizations fail due to success the next time. We learn three never having control over certain intimes more from failure than from success. gredients, improper planning, and the The longer that success takes to attain has inability to change. a direct relationship to how long we will 6. Meaningful Contributions---Attitude is evhold onto it. erything, affecting the approach to problems. Develops attitudes, behav7 Degrees of Failure... iors, and skills as the motivator to crePlateaus in the Learning Curve ate bigger successes. 1. Education-Growth---Didn’t know any better. Made some dumb mistakes based 7. Body of Knowledge---Develops profound insights and life-long perspectives into upon incorrect assumptions, insuffithe teachings of success and failure cient information, or lack of sophisti(learning three times more from failcation to “see beyond the obvious.” ures than success). Beginning to learn better approaches by analyzing the wrong ways of doing things. 7 Benefits of Success 2. Evolution---Tried some things that Stemming from Failure worked and some that didn’t work. 1. Immediate Feedback---It is far better to Beginning to understand that things succeed than fail. Not knowing where uccess and failure...it’s a matter of perspectives. Out of every 10 transactions in our lives, five will be unqualified successes. One will be a failure. Two will depend upon the circumstances. If approached responsibly, they will become successful. If approached irresponsibly, they will turn into failures. Two will either be successful or will fail, based strictly upon the person’s attitude.

you’re going or how you’re doing causes you to make many more mistakes.

2. Starting Over---Without being hampered by systems/processes that haven’t worked, you can create as you go. After you’ve done it, you feel richer for the experience. 3. Learn What Not to Do Next Time---Gives you a clear frame of reference, assuming that you understand factors behind the failure rather than blame someone else. 4. How the Pendulum Swings---One succeeds much more than one fails. By studying swings of the pendulum (likelihoods of failures), one better understands their progress. 5. Failures Make the Best Case Studies---Case studies of success and failure form the basis for planning, improvement, training, and other business practices. 6. Lessons Learned But Not Soon Forgotten--One succeeds five to nine times more often than one fails (depending upon the individual’s attitude, resources, and insights). 7. Qualities of Achievements---The more sophisticated the understanding of failures and their factors, the more successful in business and life one will be.

Hank Moore has advised over 5,000 client organizations including public sector agencies, small businesses, non-profit organizations, and 100 of the Fortune 500. Visit his website at www.hankmoore.com or contact Hank by phone at 713-668-0664 or by email at hankmoore4218@sbcglobal.net.

[ APRIL 2014 ] www.SBTMagazine.net 15

EDITORIALFEATURE

Recognizing a

Job Well-Done By aron Kaplan

hat attracts employees to certain businesses, makes them want to stay, and keeps them working toward their greatest potential? In many instances, extrinsic rewards such as a good salary and a timely promotion are the inspiring factors. However, extrinsic rewards are not the only inspiring factors. For many employees, intrinsic rewards such as the satisfaction of performing their job well inspire them. Unfortunately, many supervisors either take for granted or ignore completely the importance of motivating and rewarding their employees intrinsically. Descriptive studies in organizations suggest that the most effective leaders regularly provide recognition to subordinates for their achievements and contributions and in a rare field experiment on the effectiveness of praise, researchers found that increasing the use of praise by supervisors resulted in improved performance by employees. The following are several guidelines for effectively recognizing and praising the contributions of subordinates that address such issues as what to recognize, when to give recognition, who to recognize, and the form of recognition to use:

sary to determine the factors consistent with the values and mission of the organization that are necessary for success. One might begin by looking for examples of effective behavior to recognize. 3. Recognize improvements in performance. Some leaders believe it is inappropriate to recognize performance improvements if an employee’s performance is deemed to be average or below average. However, it is important to offer some recognition to encourage and strengthen efforts toward additional improvement. This form of recognition sends a message that there is an expectation of continued progress towards excellence. 4. Recognize commendable efforts that failed. Another misconception is that recognition must be limited to successful efforts. Sometimes recognition is necessary for unsuccessful efforts to achieve an objective that came with a low probability for success.

5. Do not limit recognition to high-visibility jobs. Everyone has a desire for recognition and appreciation; even those who may not take compliments well. There is a tendency to provide recognition to individuals whose performance and achievements 1. Recognize a variety of contributions and achieve- are highly visible while ignoring those ments. Many leaders think of recognition as whose contributions are less visible and appropriate only for major achievements. whose performance is harder to measure. Recognition should be provided for a va- Recognition should also be given to those riety of things including demonstration of in support functions as well as to those initiative, extra effort in carrying out an whose performance can be easily quanassignment; achievement of challenging tifiable. performance goals and standards, personal sacrifices made, helpful suggestions and 6. Do not limit recognition to a few best performers. innovative ideas, and special efforts to help Some believe that recognition should be others address challenges. limited to a few best performers. However research has shown that effective 2. Determine contributions worth recognizing. Be- organizations recognize many performers fore recognition can be given, it is neces- instead of just a chosen few. 16 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

7. Provide specific recognition. Praise is more likely to be successful if it is specific. Instead of a general comment commending someone, explain why you think the person performed the task well. Explain your rationale and offer specific examples to support your position. 8. Provide timely recognition. Research on positive reinforcement suggests that it is more effective when given reasonably soon after the reinforcement is called for. However, recognition for any achievement or contribution can be overdone. It is not necessary or effective to praise someone every day for doing the exact same thing. 9. Use an appropriate form of recognition. There is no simple, magic formula for determining the form of recognition to use. It all depends on the achievement, the culture of the organization, and the characteristics of the leader. Ultimately, whatever means employed must be sincere. Overusing a particular form should be avoided because the effect can be diminished. Motivating and recognizing achievement is as complex as the range of guidelines offered. However, there is one simple “golden rule” that can be employed if all else fails: recognize and appreciate others in the same courteous and respectful manner in which you would want it extended to you.

Aaron Kaplan, Founder/Director of the Kaplan Project LLC, can be reached by phone at 832-831-9451, by email at AKaplan@thekaplanproject.com, or visit his website at www.thekaplanproject.com.

EDITORIALFEATURE

Developing Leaders:

Part 8 and Final Ego and the Leader By Lorraine Grubbs

t took several months of “two steps forward and one step back”. John, the newly appointed Chief Pilot of an aviation company finally started seeing positive results of his work to get his ego under control. His boss and mainly his team began to respond to his new leadership tactics as the “new” John consistently kept his ego under control.

“Sure!” said John. “I’ve actually got it all documented. Here are the lessons I took away from each session.”

As John talked, I noted the lessons:

Lesson One: Get a Coach. Whether you are paying for a coach or asking someone who is a successful business leader (and teacher) to mentor you, get help. No one becomes successful alone. Recognizing that others In our final session, John walked in with can help is an important first step. In John’s a big smile on his face. “Good morning!” case, his ego was so strong that he thought he said as he took a seat across from me. he knew it all and therefore felt that he “Good morning,” I responded. needed no one. Lesson Two: Assess Yourself. Take a look at your “First and foremost, I would like to per- strengths and weaknesses. Get to know sonally thank you for all you have done to yourself. John took the MBTI (Myers-Briggs) help me conquer my tough problem.” John and “Now, Discover Your Strengths” assesssaid. “When I first met you, I can now see ments. This allowed him to see himself in how cocky I was. I didn’t understand that a whole new light. Before beginning any my ego was undermining my leadership ef- leadership development program, get to fectiveness. I have learned so much from know you. our sessions and it’s clear that since the last Lesson Three: Become Aware of How Your Actions are 360-degree review, my efforts are being Affecting Others. After our first session, I imnoticed and appreciated. I feel like I now plemented a 360-degree review with John’s have a team that respects me and I them.” team. Each team member, a peer, and his boss were asked to participate in an anon “Well,” I said, “Can we go back and re- ymous leadership assessment. When John view the past six months? Tell me what you got the results, while he did not like them, did that brought you to the level of respect they clearly indicated to him the areas he with your team.” needed to work on to regain his true leadership status with the team. Lesson Four: Create a Personal Development Plan. “Well,” I said, “Can we go Once John knew the areas he needed to back and review the past work on, we crafted a plan to help him six months? Tell me what work on the things that were affecting his you did that brought success. We applied the SMART (specific, measurable, achievable, relevant, and time you to the level of bound) approach. During our meetings, respect with your team.” John gave updates on these specific areas. 18 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

Anytime you start learning and applying new techniques, you will have failures. It’s like a baby learning to walk. At first they keep falling down but they don’t give up, and eventually they are walking on their own without falling. Learning is just like that. Lesson Five: Get Curious. Use your resources. Improving leadership skills requires utilizing multiple resources. In John’s case, not only did I recommend articles, white papers, classes, and books, but I also asked him to do his own research and come up with other resources. This kept the accountability on him. It was a habit I hoped he would incorporate into his leadership approach from now on. Lifelong learning never stops and successful leaders should always stay on top of their game. Lesson Six: Fail Forward. Anytime you start learning and applying new techniques, you will have failures. It’s like a baby learning to walk. At first they keep falling down but they don’t give up, and eventually they are walking on their own without falling. Learning is just like that. Once you start applying a new technique, know that you will get better using it in time. Once you hit that first bump in the road, analyze what went wrong, pick yourself up, and keep going. No successful leader ever made it without “failing forward”. The key is to learn from those failures. Lesson Seven: Check Back In. To ensure you are truly making progress, touch base with the same group you did initially and ask for their feedback again six months later. By doing all the above, you will have much better results. If you don’t, question your

job fit. In John’s case, we saw positive results. But if we hadn’t, we would have discussed whether he belonged in leadership. If you don’t like people, if you cannot treat them with respect, if you are uncomfortable communicating with your team on a regular basis…leadership may not be for you. Be courageous enough to recognize that and strike out on a path more suited to your strengths. Lesson Eight: And…You’ve Arrived…NOT! Never rest on your laurels. The leadership journey is a continual one with no end. Every good leader understands we live in a constantly changing environment and the challenge is to stay on top of and incorporate those changes when it makes sense. Lesson Nine: Pay It Forward. Now that you “get it”, teach others. Great leaders enjoy teaching others. By sharing your knowledge, they are not only reinforcing their own learning but they’re developing future leaders for the company. It’s a win-win. John left our final session having documented his own path, but he also identi-

fied someone on his team who he felt had the potential to move into leadership but lacked the experience. He vowed to approach that person and begin a coaching relationship with them. I looked at John and said, “John, do you realize what you’ve done? You have grown into a good leader. Your journey could just as easily have gone the other direction but because you took the time and effort to improve, it worked. Pat yourself on the back and, now… get back to work!” As John walked out, I closed his file and headed off to my next assignment…Sally was an executive who had been put on final probation and needed help.

Lorraine Grubbs is the president of Lessons in Loyalty. You can contact Lorraine by phone at 281-813-0305, by email at lorrainegrubbs@gmail.com, or visit her website at www.lessonsinloyalty.com.

[ APRIL 2014 ] www.SBTMagazine.net 19

EDITORIALFEATURE

Pay Yourself First and Become a

Money Magnet By Dr. John Demartini

eople who pay themselves first get ahead and people who pay themselves last fall behind. The former become wealthier and the latter become poorer; it’s as simple as that.

how you manage what you earn, and it’s about developing the habit of saving.

So the first step to turning your piggy-bank into a biggie-bank is to implement an automatic debit to your savings What does it mean to pay yourself first? account. Then watch how magically your It means that you prioritize your saving mastery over money begins. Haven’t you plan above every other expense. That’s ever noticed how money tends to magneright; you come before the electricity bill, tize itself to those who study and practice the mortgage, and even before the taxes. the principles of wise financial manageThis doesn’t mean you’re not going to pay ment? These people somehow seem to for those things. It just means you get paid get more money to manage. first - period. Most people live by the standard, “When I get extra money, when I pay off the house, or when I win the lottery, I’ll start saving.” That means they’re valuing everything and everyone above themselves and their future financial security.

When I first started in business, I used to place myself last financially. I tried to be Mr. Nice Guy and make sure that all of my creditors and employees were paid first. At the end of each month, I would take whatever was left over, which wasn’t much. I struggled financially, and even though I worked hard with long hours, I always seemed to just break even. I then woke up to the fact that the most indispensable person was me. From that moment on, I made sure I was financially rewarded for my work and I started paying myself first. $200 went into my savings account each month. That was a lot for me even on a doctor’s salary. A few months went by and I found I wasn’t missing the money so I increased it. You can do this too. It doesn’t matter how much you earn, it’s

The opportunistic thing about money is when you have $1,000 saved, you get $1,000 opportunities. With $100,000 saved, you get $100,000 opportunities and when you have a $1 million saved, you guessed it, you get million dollar opportunities. Imagine what types of opportunities billionaire Bill Gates receives every day.

The other side of the savings plan is to manage your spending so as not to create unwieldy debt. Investing in depreciable things instead of appreciable assets and living beyond your means is precariously manageable short-term but does not provide for the future long-term. If you want

20 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

to have more money at the end of your month than month at the end of your money, then spend wisely. Emotion or the lack of it is another factor in building wealth. It was Warren Buffett who said, “Until you can manage your emotions, don’t expect to manage money.” Anything that you are infatuated with runs you and anything you resent also runs you. So the message here is always be strategic about money. The opportunistic thing about money is when you have $1,000 saved, you get $1,000 opportunities. With $100,000 saved, you get $100,000 opportunities and when you have a $1 million saved, you guessed it, you get million dollar opportunities. Imagine what types of opportunities billionaire Bill Gates receives every day. There are profound benefits to managing your money wisely. You not only get more to manage with compounded interest but you start to feel more entrepreneurial. You attract new associations into your life, new ideas, and new opportunities. You have more courage to “do your own thing”. You start living an inspired life doing what you love and loving what you do. This geometrical compounding opens the doorway for even greater wealth. Now that’s financial mastery.

Dr. John Demartini is an internationally published author, educator, and human behavior specialist. To book Dr. Demartini, contact the Demartini Institute by email at info@DrDemartini.co.za. You can also visit his website at www.DrDemartini.com. To download a free Value Determination Process Workbook, please visit www. DrDemartini.com/pm_determine_your_values.

EDITORIALFEATURE

Getting Organized: Creating a Functional Home Office By By Holly Uverity CPO®, Office Organizers

f you are one of the millions of business people in Houston who work out of your home, you may have realized that it can be a challenge to set up a functional home office.

The following are some tips and techniques you can use to create an office in your home that works for you:

Office Space

Determine the best space for your office.

When deciding where to put your office, take several things into consideration. What type of space do you need to do your work? Do you stay seated or do you walk around? Do you see clients in your office? Are you willing to give up or share the dining room, garage, or spare bedroom? The key is to find the space that works the best for both you and your family. Be sure to consider ventilation, lighting, color, and accessibility for your clients. Don’t discount the isolation factor either; many people who work at home deal with isolation from the business world and putting your office physically away from the rest of the household serves to further isolate you. My experience tells me that a great option is a spare bedroom followed by an unused formal dining room. They both typically have enough room for the furniture and equipment you need as well as having adequate lighting and ventilation. They are both also separated from the hub of the house but are not isolated.

Furniture

Look first for function then for form. Before you buy any piece of equipment or furniture for your office, make sure you know what you want it to do for you. People can easily be seduced by the form of the item not realizing it doesn’t provide the function they need. Avoid built-in furniture and equipment. If your furniture is flexible, you can re-arrange it and/or add pieces to it as your needs change or your company grows. You can move a desk or bookcase if you need to; you can’t move built-ins. Buy bookcases with adjustable shelves. Having adjustable shelves allows you to change the height of the shelves as well as the number of shelves. Bookcases are great places to store both reference and reading material. Using decorative boxes and containers, they can also hold anything else – office supplies, marketing materials, CDs, etc. Invest in a good quality chair. Your chair is probably the most important piece of furniture you can buy; make sure it fits you. Take it home for a trial. A good chair should adjust up and down as well

as forward and back and be sure you can make adjustments while you’re sitting in it. Don’t buy a cheap filing cabinet. A good quality cabinet will be weighted; you won’t be able to open more than one drawer at a time and it won’t tip over. It will have ball bearing guides, which means it will consistently open easily and quietly. There are great deals on used cabinets; for the price of a new poor quality cabinet you can get a used good quality one.

Family Interruptions

It can be difficult for the family to not interrupt you when you’re working at home, but with a little communication and ground rules, it can be successfully done. It’s important that your family understand that this area is now a place of business; it’s no longer a dining room or spare bedroom and your work is not a hobby so they should keep their interruptions to a minimum: Create Boundaries. You can create walls and doors with plants, office furniture, and room dividers. You can even use rugs to create imaginary boundaries - everything on this side of the rug is in my office; everything on that side is not. Be ‘Gone’. Let your family know that during normal working hours you are at work and are in effect ‘gone’. If they interrupt, let them know that they’ll have to wait until you get ‘home’. Set a Timer with Kids. Tell them that when the timer goes off, you can play or talk with them but when it goes off again, you have to go back to work. This gives them the anticipation of spending time with you and it allows you to spend time with your child without feeling stressed or guilty. Change Hats. You can also wear a different hat to indicate to a small child when you are available and when you’re not. When Daddy’s wearing his red cap, it’s play time but when he’s in his blue cap, he’s working. Give Them Their Own Supplies. The family’s scissors, tape, markers, pens, and pencils should be in an area that is easily accessible to them so they won’t have to interrupt you in order to use your supplies. Make sure they understand that your office is not the family’s office supply store.

Office Organizers, founded in 1993 by Holly Uverity, is The Entrepreneur’s Organizer. They work with business people to create solutions for their organizational challenges. Contact them at 281-655-5022, www.OfficeOrganizers.com, or www. fb.com/OfficeOrganizers. [ APRIL 2014 ] www.SBTMagazine.net 21

EDITORIALFEATURE

Eight Reasons Why Fair Market Value is Insufficient to Motivate a

Business Owner to Sell By Jeffrey D. Jones, ASA, CBA, CBI

here are many reasons why business owners decide to sell their business such as retirement, ill health, divorce, or partnership issues. However, if the only motivation to sell is price, it is unlikely that buyers will pay a price that will be sufficient to get a deal done. Often, business owners have price expectations based on personal reasons such as the amount needed for another investment, the need for lifelong retirement funds, or replacement of income for less work. None of these reasons are motivations for buyers to buy. The price must be supported by earnings derived from the business. Due to the risk of small to midsize businesses, there are economic limits as to the price buyers are willing to pay. However, that price may be insufficient to motivate sellers to sell.

5. FMV rarely will fully compensate an owner for the time and expenses of starting and building a profitable busi ness. 6. The business owner frequently underestimates the systematic and 1. A business owner could make the non-systematic risk factors that imequivalent of FMV by keeping the pact the business and differentiates business and its earnings for about the small closely held business from two years to three years and still own the public company counterparts. the business. 7. A more viable option may be to al2. FMV is usually inadequate for a seller low a family member to take over the to retire permanently. business. 3. The business owner has heard that 8. The idea of selling is motivated by a a close competitor received millions short-term problem that is later refor his or her business and expects solved. the same price for their business even though the earnings are not the same. Understanding why a business owner 4. The business owner could not make wants to sell a profitable business can be the same income elsewhere. the key as to expectation of price and reasonable terms of sale. Profitable businesses do sell at reasonable prices wherein the earnings support the Fair Market Value of the business and the sellers are motivated to sell for reasons other than price. This does not mean that motivated sellers must expect to sell at some liquidated value. FMV is not liquidation value; it is the value which can be supported by the earnings of the business given the risk expectation of those earnings continuing to materialize in the future.

The following is a list of reasons why Fair Market Value (FMV) is not enough to entice a business owner to sell:

Jeff Jones is the President of Certified Appraisers, Inc. and Advanced Business Brokers, Inc. located at 10500 Northwest Frwy., Suite 200, Houston,TX 77092. He can be contacted by phone at 713-680-3290 or by email at jdj@certifiedappraisers.com.

22 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

EDITORIALFEATURE

The Big E Word in

Customer Service By Errol D. Allen

hen speaking with managers in the customer service industry, this comment is often repeated – “I just wish I could get my people to show more empathy toward the customer.” Empathy – The big E word in customer service. One’s ability to sincerely interject this trait in customer service is critical. It’s important to properly express empathy when customers are upset or angry with your company’s products or services. Let’s look at a few ways to express empathy. How Would I Feel? - Empathy is the art of putting one’s self in another’s shoes. One could contemplate, “If I were in this situation, how would I feel?” The action of mentally pausing to consider this question allows one to “feel” what the other person is actually experiencing. When customers are unhappy, upset, or disgruntled, they usually just want someone to listen to and acknowledge their particular situation. When customers feel “heard”, more often than not, their level of discontentment is reduced. It’s important to place one’s self in the customer’s shoes!

What Would I Expect? - When exercising your empathy skills, it should be natural to ask yourself, “What would I expect as a resolution if I was experiencing this situation?” If you know what you would expect, examine your options for the best way to resolve the customer’s situation. Should your options not include what you feel might be the best solution, make suggestions to upper management to get additional options included to insure customers are satisfied with your offerings for resolving the situation. When customers feel that you’ve provided the optimal solution for their situation, the chances of retaining them as customers are greatly enhanced. Do I Trust You? - When assisting an unhappy, upset, or disgruntled customer, exercising empathy helps to build rapport and establish trust. Think about it – if someone is indifferent towards your situation, how can you trust that they will put forth their best 24 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

efforts to provide the appropriate resolution? Ask yourself, “How can I get this person to know that I understand and truly empathize with their situation?” Once the person truly feels that you are sincere when exercising empathy, they are more than likely to accept the offered resolution. Are You Listening? - In order to empathize with others, you must first be willing to listen to their story. Utilizing effective listening skills is paramount to the customer feeling that you are being empathetic. When face-to-face with customers, be sure to maintain eye contact as this indicates to the customer that you’re focused on them. Watch your body language and facial expressions as these are indicators of how you truly feel about the customer’s situation. It’s pretty easy for customers to determine if you’re really paying attention to what they’re saying when face-to-face. When on the phone with customers, your voice tone and inflections provide assurance that you are listening. Allow the customer to get their whole story out before attempting to offer a solution. Interject with, “I understand your frustration.” or “I too would be unhappy if I was in this situation” when the customer pauses while voicing their displeasure. These interjections are indicators to the customer that you are in fact listening. Restate the customer’s issue to reassure them that you were in fact listening and understand their situation. Effective listening skills are the foundation for empathizing with customers. Remember, more listening and less talking leads to retaining an upset customer. Employing the art of empathy can be the difference in your attempt to retain an angry customer. Empathize sincerely by asking yourself – “How would I feel?”, “What would I expect?”, “Do I trust you?”, and “Are you listening?”

Errol Allen, Customer Service Engineer, can be contacted by email at errol@errolallenconsulting.com, by phone at 1-800-8304167, or visit his website at www.errolallenconsulting.com.

EDITORIALFEATURE

Should I Use a Broker to Find

My SBA Lender? By Bruce Hurta

common question I hear from small business owners is whether or not it is beneficial to use a broker when seeking SBA financing. My answer is almost always no, it is not necessary.This is not because I think brokers don’t have a place in business lending. There are many loan brokers who can give good direction and financial advice to help you grow your business. But when it comes to SBA loans, I think it is best to work directly with a reputable SBA lender for these main reasons:

Established Relationships

If you already have a business relationship with a bank or credit union that provides SBA lending, it makes sense to go to them first.You have a track record with them already (hopefully a good one) that can help in the application process. I think this is especially true of smaller community banks and credit unions that can take the time to get to know their small business customers and understand their goals and needs.

Product Placement

The SBA has many products that cater to a wide range of borrowers. For example, the SBA 7(a) loan program is a partially government-guaranteed loan program that allows participating lenders to assume more risk than they would by originating conventional bank financing. With this product, there can be lower down payments, longer repayment terms, and easier qualifying criteria than conventional bank financing because the lender’s repayment risk is reduced by the partial government guaranty. But not every SBA lender is equal and lending criteria varies by institution. How do you know if the broker in your transaction is going to find an SBA lender who

If you’re a small business owner seeking funding for a new project, you do not need a broker to find a suitable SBA lender. will approve your financing? Is the broker’s recommendation the best one for you to follow? The answer is, “It depends.” Lenders who specialize in SBA loans will be most familiar with the various products and their strengths and weaknesses, so they’ll be more adept at prequalifying you and placing you in the product that best meets your needs and financial profile.

Turnaround Time

Working directly with an experienced SBA lender can speed up the application and approval process. Government guidelines are always changing, but as an SBA specialist, they’ll be on top of recent changes and new product guidelines for a smoother application process. If time is a factor, you’ll also want to choose an SBA Preferred Lender as they can complete the entire process in-house without having to send your application to the SBA for approval.

How Do You Find the Right SBA Lender?

If you’re a small business owner seeking funding for a new project, you do not need a broker to find a suitable SBA lender. Any SBA loan expert will be happy to refer you to a trusted and experienced lender in your area. The SBA also has excellent resources online. Check with your local district SBA office and with your local SBA lending trade organization for recommendations of accommodating SBA lend-

ers for your particular loan request. You can find your local district SBA office at www.sba.gov.The professional trade organization for the Houston area SBA lenders is called the Houston Association of Government Guaranteed Lenders. Their web site is www.haggl.com.

If You Do Choose to Work with a Broker

If you do choose to go through a broker, make sure it’s one that specializes in your industry. The best SBA lender recommendations come from brokers who are very experienced with transactions involving the industry represented by their small business client. Having had other clients who successfully achieved SBA financing for similar businesses in that industry is an indication that the broker knows from his own experiences which SBA lenders have been most accommodating in the business owner’s market. Also, having successful experiences placing the financing for their clients, these brokers are in a position to help the applicant gather all the information necessary to make the transaction successful. The broker is motivated to get the deal done as quickly as possible because he will be earning his sales commission and loan referral fee. If he is experienced with transactions like yours, he is not likely to refer you to an SBA lender that does not have an appetite for your business.

You can learn more about SBA lending and small business finance on Bruce’s blog at brucehurta.wordpress. com. For more information about SBA real estate loans for small businesses, contact Bruce Hurta, Business Lending Manager at Members Choice Credit Union, at 281-384-2595 or by email at bhurta@mccu.com. [ APRIL 2014 ] www.SBTMagazine.net 25

EDITORIALFEATURE

3 Myths About the Young Adult Demographic:

DEBUNKED By Aimee Woodall

e’re an agency of young adults, so thinking about how to appeal to Generations X, Y, and Z comes pretty naturally. We don’t have to wonder why this target demographic isn’t buying stuff or attending things or going to websites. We just sort of…know.

But the rest of the world seems to struggle with how to reach us. They’re wrapped up in stereotypes of what young people are and they’re failing as marketers because of it. If you’ve watched the news in the past six months, you’ve probably heard about our nation’s attempt to get people enrolled in health insurance and the importance of garnering the “young invincible” market (hint: don’t talk about us like we can’t hear you). You may have also heard about the terrible advertising campaigns launched by different states in this effort. But even if politics aren’t your thing, you’ve almost certainly seen big-brand commercials (cough, cough Quizno’s… cough, Honda) that reduce every person under 40 to a caricature of American youth. It’s downright embarrassing.

And it’s making us angry.

So, at the risk of sounding like “Thought Catalog” drivel, we’re going to set the record straight about young adults. Here are three things the world seems to think about young adults, why they’re totally wrong, and how this new perspective can help anyone market to us: 1. MYTH: We can’t communicate, and when we do, we speak in abbreviations. A few years ago, a bunch of blue-hairs decided that kids were losing the ability to communicate because they were spend-

But the rest of the world seems to struggle with how to reach us. They’re wrapped up in stereotypes of what young people are and they’re failing as marketers because of it. ing a lot of time on the Internet and sending text messages. Sure, we’re capable of communicating briefly and succinctly, but we also blog and post, and we are exposed to more reading material than any generation before us. We can write – and not just in imaginary text lingo. We don’t know how your parents operate, but ours say “thx”, “lol”, and “b4” way more than we do. Takeaway: Don’t use text-speak to try to appeal to us. We’re better than that, and we know how to use a smart phone keyboard. We could text the works of Tolstoy if we had to. 2. MYTH: We’re lazy and entitled. Look, the youngest among us are part of the generation spawned from helicopter parents. We entered college with a semester’s worth of credits. We volunteered every week since 8th grade. We read newspapers and actually care about real issues. Entitled? Psshh. We just don’t want to waste time doing things that don’t matter. Perhaps the problem isn’t with us, but with a society that can’t provide a living wage for someone who’s worked this hard. But we digress…

26 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

Takeaway: Don’t try to pander to us by acting like we’re all a bunch of Justin Bieber wannabes. Instead, appeal to our sense of creativity and aspiration. Empower us and inspire us – don’t mock us. Apple, you’re doing everything right. 3. MYTH: If you’re going to reach us, you have to be subversive. It’s true; we probably won’t pay attention to things that look dated or unprofessional. We’ve grown up surrounded by advertising so there’s a little bit of marketer inside of all of us. But we’re also not dumb. Slick graphics are pretty, but if your product sucks, it doesn’t really matter (we know how to read reviews). If you want to tell us something – just tell us. Takeaway: You don’t have to try to make something cool in order to get us to want that something or do that something. In fact, that probably won’t work. That thing has to be cool (not hip-cool, but goodcool). Tell us why it matters – for real. We can take it. And please, don’t sell us crap. Just because we’re young, doesn’t mean we don’t have a brain. Still not sure what a young adult is? Try talking to one! Hold focus groups. Hire someone with less than 10 years of experience. Do your homework. We’re only hard to reach because we see through your strategy.

Aimee Woodall is the owner of the Black Sheep Agency, a Houston-based creative agency specializing in non-traditional public relations, social media, and experiential marketing. Contact Amy by phone at 832-9717725, by email at aimee@theblacksheepagency.com, or visit the website at www.theblacksheepagency.com.

EDITORIALFEATURE

5 Public Speaking Tips By Pam Terry

ou’ve probably heard of the top 3 (or 5 or 10) tips for public speaking and they most likely include actually preparing your presentation (versus winging it), practicing it (in front of the mirror and/ or your dog), becoming familiar with where you will be speaking (go by and check it out), and dressing up. These are all great tips and they do work. I wanted to share 5 tips that you might not have heard before. They get into specifics and knowing them can build your confidence:

Own that stage and be confident in owning it. Think of it as your own home where you feel completely relaxed and in charge. Your confidence will be engaging.

2. Be Compelling. Have you ever been around someone who has an incredible energy where you might think (or even say out loud), “Whatever it is you have, I want some!” Those qualities can be happiness and gratefulness. These are the two emotions that confident speakers display. These speakers are in a 1. Stage Presence. Are you a mo- word, happy! You display hapving target or a statue on stage? piness in your voice and your If you have ever watched a real smile. You speak clearly, loudly, pro on stage, you’ll notice that with emphasis at times, with exthey don’t move around like uberance, and you are genuinea hamster or just stand rigid- ly happy to be connecting with ly in one place. The key is to your audience. Gratefulness is stay in one place long enough displayed by slowing the pace so that your audience can fo- at times, speaking softer, and cus on you. If you must move letting the audience know that about, do so confidently and you appreciate them. You can move to a spot where you will generate these two emotions stay for 10-15 seconds. If you anytime by your intention to be move around too fast, your them. Being happy and grateful movements will become the can inspire you and your audifocus. Moving around like a ence. Now that’s compelling. moving target or staying in one place like a fixture may be an 3. Start With a Song. The first 10 indication of your nervousness. seconds of your presentation

Have you ever been around someone who has an incredible energy where you might think (or even say out loud), “Whatever it is you have, I want some!”

are crucial. This is where people begin to judge you and it is your opportunity to gain their attention, their trust, their curiosity. What’s the best way to do that? Think of starting with a song, metaphorically speaking. What I mean by that is to start with a melody - put a little tonality in your voice - you can do that by simply saying “Thank you, Kimberly, for inviting me to speak today.” But, say it with a pause at the commas, and emphasis where the words are in bold. When you use your first 10 seconds to confidently begin with emphasis and “melody,” your audience will sit up and take notice and be curious for what’s next to come.

of saying them. There is power in the pause! Bite your tongue. Extend the vowel of a word instead of saying them. Try these techniques and say goodbye to your crutches. You will be a much better speaker!

5. Have Fun as a New Character. What do Prince, Madonna, Lady Gaga, Sting, Bono, and Pink have in common? They are all characters that have been created for the stage. You can do the same, but you don’t have to change your name (unless you want to). Public speaking can be enormously fun. Think of what character qualities you would like to have and invent yourself as that character on stage. That’s what these per 4. Get Comfortable with the Silence. formers have done. Think You’ve heard them and you’ve about their outlandish antics probably said them - nonsen- and how they dress. You don’t sical sounds and words. They have to go that far but you have no value and yet we use can be anyone you want to them like crutches. The goal is be and leave your stage fright to simply not use them - you and nervousness to the “regcertainly don’t need them and ular you” who will be waiting they are annoying. What are for you when you get off stage. they? They are the “uhs”, “ums”, But, when you are giving a pre“basicallys”, “likes”, or whatever sentation, you are a whole new words you use to fill the silence persona and having fun at the or that you say when you don’t same time. Think about it. know your material that well. They are bad habits and bad habits can be changed. How? Start by recording your voice when you are on the telephone Pam Terry is a speaker coach and comor when you are practicing a munications trainer. For more articles, presentation. Notice when you please visit www.pamterry.com/blog. are saying them; then get com- html. You can reach Pam at 832-276fortable with the silence instead 4153 or pam@pamterry.com. [ APRIL 2014 ] www.SBTMagazine.net 27

EDITORIALFEATURE

A Different Take on

Hosting By Mike Muhney

he word “hosting” has several definitions. Lately, with the shift toward a high-tech focus, the word “hosting” might conjure images of a server farm with rows and rows of servers, network switches, and routers. Hosting might bring to mind a medical scenario such as the host of an implanted organ or a microorganism attacking its host. I’d like to suggest another perspective a little more applicable to business, and that is hosting guests such as one might invite to an event. In the sense of a business or networking event, hosting conveys possible gaiety, enjoyment, or even celebration of an achievement or an acknowledgment of some kind. Regardless of the reason for the gathering, for an event to be categorized as such, there must be guests in attendance. Whomever we choose to invite plays a large part in the success of the event.

Hosting Is an Investment

Those in your professional and personal circles represent some of your most valuable assets, often referred to as social capital. The people in your networks and the ways in which we all contribute to each other can be measured, though not always in monetary ways. Few people understand the value of hosting better than author Judy Robinett. She is a renowned expert on the power

Those in your professional and personal circles represent some of your most valuable assets, often referred to as social capital.

of connecting with people. In her newest book, “How to Be a Power Connector: The 5-50-150 Rule for Turning Your Business Network into Profits” (McGraw-Hill, Spring 2014), she addresses the value of understanding relationships and the various networking elements of which they are comprised. She also examines the more crucial components of the relationship between whom you know and their respective networks. As she states, “Relationships are about building connections with others who must (emphasis added) feel that you have their best interests at heart, and vice versa.”

Hosting Is an Opportunity

Imagine yourself as the host of a grand event. Now, imagine your guests, those whom you’ve invited personally and those they might have brought with them. Each one represents potential: connections to be made, growth to be achieved, new circles and networks of friends, colleagues, and yes, perhaps even customers. Imagine all of these possibilities all stemming from one spectacular event. A thoughtful host judges the success or failure of their events by the experience they were able to create for their guests. Start thinking of your customers as guests and the experience you want to provide for them. Thinking of them in this fashion should lead you through the necessary steps to deliver a positive and emotionally evocative experience. How is this done? It’s not difficult but it does require authenticity. Here are five ways to conduct your business as if it were an event your customers would be delighted to attend:

28 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

1. Prioritize each guest’s personal expectations and experiences. 2. Demonstrate respect and courtesy at all times. 3. Add a personal touch or detail wherever possible. 4. Equip your staff to act as gracious cohosts, prioritizing guests’ experiences. 5. Strive to make each individual feel like a guest of honor or at the very least, an important guest.

Hosting Is About People

How do you make the shift from simply providing a product or service to thinking of your business as hosting a series of enjoyable events? Start by giving a greater emphasis to the relationship you’re building with customers. The goal changes from a successful business transaction to achieving a satisfied guest who walks away from the first “event” already looking forward to the next one. Here’s the bottom line: People matter. If your organization doesn’t already have one, I suggest crafting a Relationship Statement. Think “Mission Statement” with a “people” focus. If you need some inspiration, here’s my company’s relationship statement: “We believe in the infinite potential of closer relationships.” Once you’ve created your relationship statement, the next question to ask yourself is, “What am I going to do to achieve it?”

Mike Muhney is the co-inventor of ACT! He is also the CEO & co-founder of VIPorbit Software - creators of VIPorbit mobile relationship management apps for iPhone, iPad, and Mac.viporbit.com. You can contact him at www.mikemuhney.com.

EDITORIALFEATURE

Small Business Safety

Begins With You By Dawn Haynes

hile I’m glad they’re finally over, I love the fun and festivity of the holiday season-the shopping, the parties, the presents. And even though I always feel like the holidays are one big whirlwind, I like to take a little time during the season to reflect as I begin the process of refocusing for the New Year.

Many of you have been in this process of refocusing as well, ushering in 2014 with a renewed sense of purpose, direction, and enthusiasm. You’ve been evaluating your business practices to determine what is working and what’s not. It has almost become second nature to evaluate certain aspects of your business—accounting, sales, customer service, etc. for places to make refinements—but when was the last time you evaluated your safety practices? When was the last time you actually gave them any thought at all? To be clear, while things like security, violence prevention, and things of that nature fall under its auspices, workplace safety is much more encompassing. Here’s some food for thought - Did you know that something as seemingly insignificant as workplace incivility is impacting your bottom line in ways ranging from employee productivity to your health insurance premiums? The good news is that you, the small business owner, can (and should) take control.

To be clear, while things like security, violence prevention, and things of that nature fall under its auspices, workplace safety is much more encompassing. ed parking lot or garage at a time when NO ONE would see anything if something were to happen? 3. Am I in the habit of overloading myself with gear—computer, files, briefcase, etc. in my day-to-day travels? If you’re not diligent in these things now, you’re just making yourself a much easier target. 4. Look at things you may take for granted. If you work in or frequent an office building, are you familiar with the on duty security personnel, what services they offer, and how you may access them? 5. Does your building have periodic emergency evacuation drills? If so, are you and your employees participating? 6. Do you have an accountability partner?

These are just a few points to ponder to get you started. We will devote more time to these and many other workplace safety issues in the coming months. Start today by looking at your own Whether you are a solo practitioner or are re- practices and pick just one thing at a time to work sponsible for over 1,000 employees, small busi- on. Over time, you’ll enjoy the cumulative effect ness safety begins with you. So start with you. of your efforts not only in your own life but also in Begin by asking: the lives of your family and any employees. Wishing you continued small business success—safely! 1. Are the demands of my business placing demands on me and possibly my employees that may be unnecessarily putting our safety Dawn Haynes, the Toolbox Diva ™, is the principal and lead trainer for 2EmpowerU (formerly Fight or Flight Self Defense). at risk? 2. Am I coming in early or staying late in a virtu- You can contact Dawn by email at dawn@2empowerU.net, by at 713-298-6301, or visit her website at www.2empoweally deserted building and even more desert- phone rU.net. 30 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

EDITORIALFEATURE

»Continued From Page 10

Things I Have Learned in These 30 Years It’s easy to fall into stereotyping others through generational patterns. It’s flawed to believe that generations based on their general characteristics is an across-theboard characteristic of each individual. People need to be managed based on their individual contributions. Leveraging a diverse work force to increase innovation and high performance is the top-of-mind internal roadmap of the company.

On a basic but dramatically important level, my list of day-to-day tasks includes:

1. Being a fair leader. 2. Listening with an unbiased, open mind and listening more than talking. 3. Showing honesty in all that I do and expecting everyone in my company to be trustworthy. 4. Leading by encouragement, not fear. 5. Leaving all negativity at home before going to my business and then leaving all my business issues at the office before going home at the end of the day. 6. Taking care of problems right away. Never putting off tomo- rrow what I can fix today while it is still fresh on my mind. 7. Always genuinely praising others when praise is due.

8. Demonstrating gratitude. 9. Always exemplifying the exce-llence of the company. 10. Having a take-charge attitude. Being a Captain Phillips! 11. Giving back, being generous.

»Continued From Page 13 The Houston Public Library The People’s University

Leaders - answer their own emails and the

to offer a new family-centered program over the next three years at two HPL locations – McCrane-Kashmere Gardens Neighborhood Library and Carnegie Neighborhood Library and Lifelong Learning Center.

“The attitude of the leader is the attitude of the office, company, and team. Choose the attitude you want to have your customers experience from your associates, and that is the attitude you must demonstrate yourself.”

Known as “Keeping PACE” (Parents and Children Empowered), the HPL Collaborative for Children with other partners will bring their respective expertise to provide two family mentoring series for families with a focus on economically disadvantaged families. Keeping PACE is a family learning program that aims to position families for success through comprehensive learning workshops that strengthen the whole family. The families will be equipped with the knowledge, tools, and resources necessary to achieve real quality of life change for themselves and their community.

telephone. Leaders - make coffee and order lunch for the team. Leaders - always dress for success. Leaders - are professional in their verbal language and body language.

Rita Santamaria is the owner and founder of Champions School of Real Estate (established in 1983) and the Champions School of Professional Development. Rita’s accolades include: 2013 Texas Women’s Chamber of Commerce,Top Business Woman in Texas Honoree, 2013 Top 100 Small Businesses by the Houston Business Journal, and Top 50 Most Recognized Women in Houston in 2011. For more information, visit her company website at www.ChampionsSchool.com.

I encourage you to visit our “people’s university” either online or in-person. You will be amazed at the fun, innovative, and educational programs and services available…and they are all free! Find out more at www. houstonlibrary.org. Serving since January 2, 2010, Annise D. Parker has been elected as the Mayor of Houston three times. She is Houston’s 61st Mayor and one of only two women to hold the City’s highest elected office. For contact information, go to: www.houstontx.gov/mayor/

32 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

»Continued From Page 14

Doing Business with the Indonesian Culture Therefore, whenever speaking with your Indonesian counterpart, you must pay careful attention to body language to see if he/she is expressing the affirmative or the negative reply. It is important when speaking to never let your voice get loud whether in anger or happiness because Indonesian culture is very soft-spoken. Physical appearance and interaction is also very important to the Indonesians. Unless otherwise indicated by their company, Indonesian men will wear a coat and tie. Women will usually wear long-sleeved blouses and skirts that cover their knees. It is important to research your counterparts beforehand and dress accordingly. Physical contact should never be made between a man and a woman, which extends to the exclusion of a handshake. Elders are treated with great respect so no one should ever have their back to an elder as it is very disrespectful. Much like with business cards, only the right hand should be used to pass objects, eat, or touch things as the left hand is considered unclean. In addition, hands should never be placed in pockets during a conversation.

Proper meeting etiquette must be followed. Indonesians are known for being late to meetings so don’t be surprised by this. Nevertheless, you will be expected to be on time so demonstrate patience and never mention the fact that the meeting began late. If you are already present when your Indonesian counterparts arrive, always rise to meet them. It is impolite to remain seated. While Indonesian culture has not historically been at the forefront of business, it is certainly one of the most active and emerging cultures today. One would be remiss in not trying to engage in such a promising opportunity especially with such a responsive people. With a modicum of cultural study and effort, you can be successful conducting business with Indonesians. As a graduate of the Wolff Center for Entrepreneurship at the University of Houston, Ludmila (Mila) Rusakova Golovine, Founder, CEO, and President of MasterWord Services, Inc., started her company with a vision of seamlessly connecting people across any language, any time, and any culture. She understands the complexities of the global marketplace and excels at providing language solutions based on creative thinking and strategic planning. Mila can be reached by phone at 281-589-0810, by email at mgolovine@masterword.com, or visit her website at www.masterword. com.

ADVERTISER S INDEX

APRIL 2014 EDITION HOUSTON

Aaron Kaplan-The Kaplan Project, LLC

33 Main Street Chamber of Commerce

CALM-Cheesecake Ala Mode

14 MasterWord Services

1 Champions School of Business Development 10

Champions School of Real Estate

Dosey Doe

Gwen Juarez Photography

INSIDE Houston Minority Supplier BACK COVER Development Council 23 Kaya Redford Success Coaching 23

Landmark Hospitality Group /Mr. Peeples Restaurant

17 MJWJ Talk Radio

36 SMALL BUSINESS TODAY MAGAZINE [ APRIL 2014 ]

My Body Restore

NAWBO

NicholasEarth Printing

Nerium

Sales Nexus

BACK COVER

Small Business Today Magazine Radio Show

Sunrise Custom Home

Terry Bruner Law Firm

WBEA

INSIDE Westpark FRONT COVER Communications