ECI in Focus: Directions 2012

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SAM PIERCE CHEVROLET

By Ken Wickliffe

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ith cornfields surrounding the dealership and a giant American flag flying over it, Sam Pierce Chevrolet pays tribute both to its Indiana and American roots.

And by outselling big city dealerships and attracting customers from a wide area year after year, what started out as a small country Chevy dealer has become a Hoosier success story. The core values of honesty, kindness and respect have made it happen, according to Sam Pierce, a Vietnam combat veteran and the owner and founder of the dealership.

“We value our customers and we believe in our products,” he said. “While most franchised car dealers are businesspeople first, I’ve worked on cars and been around them all my life, so I consider myself a car person first.”

A lifelong Chevy enthusiast, Sam took a job at the Chevrolet Muncie Transmission Plant after high school, and while working there built up a part-time business selling and repairing cars from his shop at home. Eventually he opened a used car lot on the south side of Muncie before founding his Chevy dealership, which was originally the Red Allen Chevrolet agency in Middletown.

Sam Pierce Chevrolet moved to its current location, with a new state-of-the-art service center and body shop, on Ind. 67 just east of Daleville, in 2003.

“Over the years, dealers have come and gone, but we’ve been consistent, selling cars and trucks and serving people in Central Indiana for the past 28 years,” Sam said. “People know we are going to be here and take care of their needs, so they come back.”

From complex diagnostics to oil changes, original equipment tires, brakes and multi-point vehicle inspections, the GMtrained and certified technicians at Sam Pierce Chevrolet have the expertise, equipment, and genuine GM parts to do every job right. Much of the dealership’s emphasis on service comes from Sam himself, who admits he’d rather be working under the hood -- or behind the wheel of a tow truck -- than sitting at a desk.

The body shop repairs any make or model of imported or domestic cars, trucks or vans, and works with all insurance companies, with in-house rental cars available. The parts department stocks a large selection of genuine parts and accessories, going out of its way to help do-it-yourselfers.

“We are your one-stop automobile repair center,” Sam said.

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DELAWARE COUNTY PREVENTION COUNCIL

The Delaware County Prevention Council’s February board meeting.

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By Stacey Shannon ack in 1986, a grassroots effort of parents came together to address drug problems affecting local families, schools and the community in general. That group became the Delaware County Prevention Council, which today has more than 40 members in all sectors of the community and is a 501c3 not-for-profit corporation.

While the DCPC continues to maintain the same purpose its founders set out with, it has grown to be part of a statewide network of the Governor’s Commission for a Drug-Free Indiana.

“As community partners, we plan, support and coordinate efforts to reduce and prevent substance abuse among youth and adults in Delaware County,” said Pat Hart, executive director of the council.

The council includes law enforcement agencies, youth organizations, parents, businesses, schools, healthcare professionals, volunteer groups and more. It provides grant opportunities and various programs that bring community members together and increase awareness of drugs and alcohol.

“We’re able to help cover some gaps in service that agencies don’t usually have the money to do,” Hart said.

For example, the Youth Opportunity Center is able to provide various drug and alcohol education classes utilizing “drunk goggles” that show wearers how alcohol impairs their ability to do things, according to Carol Ammon, director of customer relations at YOC. “All the kids that come to us go through an initial assessment and almost every youth who enters our door is affected by drugs and alcohol – either their own use or their parents or a family member,” she said. “The DCPC has really helped us with a grant to do education classes. They’ve helped us a lot with our education and treatment components.”

Jeff Arnold, Delaware County prosecutor who has been part of the DCPC for a couple of years, said education is important. In his experience working in crime for 30 years, he can only recall three instances of violent crime where no drugs or alcohol were involved.

“The importance of the DCPC is beyond measure,” Arnold said.

Other ways the council reaches out into the youth of the community are through Red Ribbon Week activities each fall and the Delaware County Pride Team. Hart Said the DCPC

provides 20,000 free Red-Ribbon bracelets to local schools each year. The students use these bracelets to get discounts and freebies that local merchants generously provide as part of the drug awareness campaign.

The Pride Team, which began 15 years ago, includes students from all nine high schools in the county who prepare skits, dances, speeches and other talents to reach out to their peers and younger children about the dangers of alcohol and drug abuse.

“I can’t say enough about the Pride Team,” Ammon said.

“They are just an awesome group of youth in our community.

The deal is they make it OK to say no. They role model and they encourage others. They advocate for others to say no.”

Hart added, “These are top-notch kids. They are examples of what’s right.”

Rhonda Clark, DCPC board president and first sergeant with the Ball State University Police Department, has seen the local effects of drug and alcohol abuse in her career. She appreciates the difference the Pride Team is making.

“The energy and message of the group is the reason I look forward to Red Ribbon week each year,” she said. “The look on the children’s faces in local schools when they see the bracelets and hear the speakers makes for an exciting event.”

She pointed out the DCPC has also helped the local community by providing tools for detection. The council bought two drug dogs for the Delaware County Sheriff’s Department and one for the Ball State University Police Department in the last couple of years. Lenny Popp, a canine officer and trainer with the Delaware County Sheriff’s Department, said the dogs make a big difference. He and other canine officers routinely conduct searches at schools and in various other locations throughout the community.

Along with providing grant money for education programs, sponsoring Red Ribbon activities and the Pride Team, the DCPC is constantly active maintaining local alcohol and drug abuse statistics, participating in health fairs, hosting town hall forums, presenting quarterly DUI panels on the dangers of drinking and driving, conducting certified alcohol server trainings as needed and more.

The DCPC board meetings are the third Friday of each month at 8 a.m. at the Muncie Community Schools Anthony Administration Building. The meetings are open to the public and people are encouraged to attend.

“It takes us all to come to the table,” Hart said.

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FAMILY HEARING CARE

By Stacey Shannon s a doctor of audiology, Dr. Suzanne Shockley understands the working of the ear and can help her patients identify what is causing hearing issues and improve them. Since 1980, the locally born and raised Shockley has owned Family Hearing Care on Kilgore Avenue in between Muncie and Yorktown.

As an audiologist, Shockley completed eight years of school plus clinical hours. She’s trained to do much more than simply fit hearing aids.

“My extensive experience in hospital audiology, hearing aid dispensing and hearing care was instrumental in the development of my private practice,” Shockley said. “I am dedicated to improving the quality of life of those I serve by providing the best possible services at reasonable prices.”

Family Hearing Care works with patients of all ages.

Shockley said often people associate hearing loss with aging, but that’s not always the case. Patients are coming in earlier and earlier.

“I’m seeing younger clientele,” she said. “They don’t want to be like their parents. They want to seek help early, especially in the cases of being involved with the grandchildren and they can’t hear the little voices. That becomes a big factor to a lot of people.”

New technology is allowing Shockley to help all of her patients even more. Not only have hearing aids gotten progressively smaller – some are as small as a pinkie fingernail – but other technology works wirelessly with hearing aids. For example, patients can purchase a box that sits on their television.

Then whenever they are in the room, their hearing aid pares with the television and the sound plays directly through their hearing aid. That way no one else watching the television has to have the volume up louder.

“There’s just so much more technology that allows people to

really choose how they want to function,” Shockley said.

That technology is also making the fitting of hearing aids and any repairs much faster and easier. Shockley said even five years ago, most patients would have to come in, have a mold taken of their ear and then wait a couple of weeks for the hearing instrument to arrive. Nowadays, when 80 percent of the hearing aids she sells are small ones that fit over the ear instead of in the ear, she can fit patients with hearing aids they can immediately take home and wear comfortably.

“Hearing aids are more comfortable than ever,” Shockley said. “They have better electronics in them now and they don’t whistle. The hearing instruments have really become miniaturized. Visibility is not even an issue any more, but the biggest thing is the comfort factor.”

Another bonus to smaller, simpler hearing aid designs is that most of the repairs are minor and cost a third of what they used to. Shockley said usually she can repair her patients’ hearing aids in the office rather than having to send them to the company and making the patient go without them for a couple of weeks.

Along with her experience and training in audiology as well as the new technology, Shockley understands patients need follow-up with their hearing aids. She has patients return every week at first to make any adjustments and go over hearing aid care and any questions they have.

“It’s a lot of information given to them all at once,” she said.

“I think it’s important to have good follow-up. There shouldn’t be any reason with today’s technology why people would buy a set of hearing aids and not use them.”

Family Hearing Center does not require physician referral to make an appointment, though some insurance companies might.

Shockley said her staff is experienced with working with all kinds of insurance and is happy to help.

“I’d invite anyone with questions related to Medicare or certain insurance plans to contact our office,” she said. “We’d be glad to provide the specific information they need.”

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By Ken Wickliffe

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ffering a Kia lineup that includes six models that have been named Consumer’s Digest Best Buys and several vehicles priced under $20,000, Kia of Muncie has been putting new cars in a lot of East-Central Indiana driveways since the dealership opened late last year.

“Hoosiers are smart consumers who can spot a good value,” said Michael Mullins, general manager of the local dealership. “Along with Muncie residents, we have been pleased at the number of people who have come a long way to see us, as we’ve already had customers from places such as Richmond, New Castle, Marion, Portland and other areas in all directions.”

Located at 2300 N. Dr. Martin Luther King Blvd., just south of the Muncie Mall, the local dealership complements Kia’s award-winning, quality lineup with a skilled service department, a professional sales team and an eagerness to take an active role in the community.

“Though we have only been open a few months, we’ve sponsored events such as the spring signing day for the Ball State football team,” Mullins said. “We’ll be taking an active role in other community events throughout the upcoming summer and fall seasons.”

Kia Value Even before Kia of Muncie opened, many East-Central Indiana residents had become familiar with the Kia brand, and some had purchased Kia vehicles at dealerships outside the area. But, Kia of Muncie has introduced more area residents to the virtues offered by one of the world’s fastestgrowing car companies, and the dealership is able to provide expert local service for those who already own a Kia. “Kia offers vehicles with the look, performance and style people want, but charges $5,000 to $6,000 less than competitors for them,” Mullins explained. “In addition, Kia’s vehicles come with the features people want; there’s none of this nonsense where the manufacturer advertises a low price, but then you have to spend thousands on options to make the vehicle something you actually want to buy.”

Each of Kia’s vehicles exhibits a youthful flair and sharp styling. Originally, the company had planned to target younger buyers, Mullins said, but it’s become clear that people of all ages are attracted to a car that’s fun to drive and own. As a result, Kia has been drawing an increasing share of customers from high income brackets, he explained, and many models are just as popular with retired people as they are among buyers in their 20s.

Highlights of the Kia lineup include the Optima, a midsized sedan that has been praised as “one of the most distinctively styled cars in its class,” by Cars.com.

“With its creased sheet metal and low-slung shape, there’s luxury-car sophistication to the Optima’s exterior that you don’t see in a lot of family sedans,” reviewers at Cars.com commented.

And, starting at just $13,400, the Kia Rio is a car that’s both fun and functional, Mullins said. Redesigned for 2012, the Rio is available as a sedan or as the “Rio5” five-door hatchback.

Both offer a 40-mile-per-gallon highway economy rating and a spacious and versatile interior.

For drivers looking for the capabilities of an SUV, Kia’s Sportage and Sorento offer both all-wheel drive and all-out value, starting at $18,500 and $23,150, respectively. As one of the world’s only vehicles that offer both towing ability and a highway fuel economy rating of 32 miles per gallon, the Sportage shatters preconceived notions of what an SUV can do. In the same way, the Sorento brings luxury, space and functionality to a market segment where similar models from other companies often go for $30,000 or more.

These and all other Kia models are covered by the company’s far-reaching warranty, a buyer assurance program that includes 10-year or 100,000-mile powertrain protection as well as 5-year or 60,000-mile bumper-to-bumper warranty and roadside assistance plans.

Kia’s warranty not only protects buyers from unexpected repair bills, Mullins said, but it also serves as an indication of the quality of the company’s vehicles.

Sales department hours 9 a.m.-8 p.m. weekdays and 9 a.m.6 p.m. Saturdays make Kia of Muncie a convenient place to shop for your next vehicle. For more information, stop by, call at (866) 856-8233, or visit the dealership online at kiaofmuncie.com.

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REYNOLDS FARM EQUIPMENT

The farm of Reynolds’ customers Mike and Chris Kelley. Below, the old Fishers store.

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By Ken Wickliffe ohn Deere and Reynolds Farm Equipment – two names recognized for traditions of quality, value and service — have partnered to bring people in Central Indiana the world’s premium brand of farm, home and commercial power equipment for nearly the last 60 years.

Reynolds Farm Equipment was founded in Fishers, Indiana in 1955

by Mac and Arline Reynolds. A farmer for 30 years before he purchased the John Deere franchise, Mac entered the business with an understanding of the kind of service and support people in the agricultural community need and expect when they purchase equipment for their farms. He extended the same high level of attention to all of his customers, whether they were tilling 2,000 acres, caring for commercial properties, or maintaining a home and lawn.

Now with eight locations in Indiana, Ohio and Kentucky, Reynolds Farm Equipment remains just as committed to every customer as Mac Reynolds was when he started the business, according to Brent Thomas, sales representative at the Muncie location of Reynolds Farm Equipment.

“I’ve seen customers who own pieces of John Deere equipment that are 60 or 70 years old, and we often stock the parts they need right here locally in our two-story parts department, or if not we can get parts for them quickly,” he said.

“John Deere has always been a solid and stable company that builds equipment our customers can rely on to last and remain serviceable for decades.”

And in just the same way, the staff at Reynolds Farm Equipment is interested in building long-term relationships with customers, Thomas said.

“Whether someone is interested in a chainsaw, a push mower, a ‘gator,’ a zero-turning radius mower – or all the way up to a 500-horsepower tractor – we want to be the one-stop shop for the best equipment on the market,” he explained.

“This is a great company to work for, and our enthusiasm for what we do shows through in all of our contacts with every customer.”

People who buy at Reynolds get assurance not only from John Deere itself, which guarantees complete satisfaction with every purchase, but the after-sale support of a company that has been an active member of each community in which it is located.

In Muncie, a few of the organizations supported by Reynolds Farm Equipment during the past few years have been Cowan baseball, Delta Little League, and several 4-H groups and activities. With many of the company’s community-centered activities, the focus is on young people, Thomas explained.

New and Used Equipment, Rentals, Accessories, Clothing

In addition to its full line of new John Deere equipment, Reynolds Farm Equipment offers an excellent selection of used items, including commercial mowers, lawn and garden equipment, golf and turf care machines, harvesters, tillage implements and construction equipment.

The rental of equipment, which can be a great way to try something out or gain the use of equipment that will be needed only occasionally, is also available. Finally, the exclusive line of John Deere clothing, toys, hats and accessories can make Reynolds Farm Equipment the ideal place to find a special gift that will delight a John Deere-enthusiast of any age on Christmas, a birthday or any other special occasion.

Open House and John Deere Ride and Drive

Both longtime customers and those who haven’t yet gotten to know the staff at Muncie’s location of Reynolds Farm Equipment are invited to the store’s open house event, which will include a John Deere Ride and Drive, on Saturday, April 21.

In addition to allowing people to see, ride and drive their favorite John Deere equipment, the open house will feature an antique tractor show, a barbecue pit with complimentary burgers and other great food, and a chance to meet the staff members at the Muncie location of Reynolds Farm Equipment.

A great place for the entire family to enjoy a Saturday, the Open House and John Deere Ride and Drive begins at 10 a.m. and will continue until 3 p.m.

“I’ll probably be making 300 or 400 burgers in the barbecue pit,” Thomas said.

But there’s no need to wait for the open house to get an excellent deal on equipment for the upcoming spring and summer seasons, he added.

“Give me a call or come in and see me today for all of your lawn and garden equipment needs,” Thomas said.

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MIKE WRIGHT STATE FARM INSURANCE

State Farm agent Mike Wright and Patsy Vannatter, office manager.

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By Stacey Shannon

ike Wright, a local State Farm agent for three decades, has figured out the ways to best help his clients with their insurance needs. He listens to them, educates them about their options and offers them caring customer service.

“Our most important job is to get to know our clients,” he said. “What are their needs?

What are their desires? What are they looking for? From that we can provide solutions that fit their needs.”

Mike said his first objective is to really listen to his clients so he can understand exactly what they want.

“There is no pressure,” he said. “The client sets the agenda and the length of time we are together. They are in control of the outcome. They pay the premium so they make the decisions.”

Relationships are the foundation for Mike Wright’s State Farm office.

“We are on the client’s side,” Mike said. “We don’t want to sell them anything. Who wants to be sold something? What we want to do is give our clients the information they need to make a wise choice. If people have the right information, they will make good decisions.”

“I’m not a good salesperson, but I care about people,” he continued. “I am a people pleaser. I am committed to doing what is best for the client. Whether they buy something or not, they will find our time together to be a positive and helpful experience.”

Education is one of Mike’s biggest tools. He offers years of experience in insurance and investments to help his clients.

“Insurance is for catastrophic losses—the things a client cannot afford,” he said. “Nothing is financially more catastrophic than death. We have a sign in our office that says, ‘If you owned a goose that laid golden eggs, would you protect the

goose or the eggs?’ Most people have their eggs protected. We help clients to make sure the goose is well protected, too.”

Mike knows a lot about insurance, and he has made sure his entire team is the same way. His seven employees have been with him as long as 25 years. While each team member can help with most everything, they all also have a specialty. State Farm offers more than 100 products among auto, home, life, health, investment, banking and their sub-products. Someone in the office is an expert for each product.

Along with that knowledge, Mike and his team have a dedication to customer service. When Mike searches for a new employee, he looks for people who have a servant’s heart and truly want to help others. He pointed out that insurance can be a stressful business. People call when they have a problem.

They may be upset or a bit defensive. His team takes the extra steps so each service need is handled quickly and properly.

“My team wants to find the answer for each need,” he said.

“They want to go the extra mile to find the solution. If a client is well taken care of, then it was worth whatever the premium paid. If a client was not well taken care of, then it was not worth it regardless of how cheap the premium. We focus on quality — on meeting and exceeding the clients’ expectations.”

The servant focus must be working. Out of the 18,000 State Farm offices across the United States, Mike’s office has ranked in the top 50 in the nation for the past six years in multi-line sales. Mike is proud of the service his team offers.

He is also incredibly grateful for all the people who have chosen his office for their insurance and investment needs. To show appreciation, the office offers a variety of amenities to clients from peanuts to soda to pizza cutters to teddy bears.

Visitors are greeted by two friendly, laidback dogs, Missi and Kopper, and made to feel right at home.

“I don’t want to have that formal feeling,” Mike said. “It’s about being a place where you are among friends. I feel that for anybody who needs insurance or investments, there is no better place to be.”

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MUNCIE POWER PRODUCTS

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By Chris Bavender nderstanding what the customer needs and providing service in a way no one else can – that’s what has made Muncie Power Products a company known around the globe. “It’s the bug light effect,” said CEO Ray Chambers.

“People are drawn to us because the company has such wonderful brand

recognition.”

The company got its start back in 1935 with Lou Conne as owner and Hamer Shafer the first employee.

Shortly after the end of World War II, Shafer had worked his way up from sweeping floors to running the company. Muncie Power Products now employs nearly 300 people.

“The company has always done an excellent job of taking care of people and attracting the best and brightest,” said Corporate Brand Manager Eric Jones. “Our company was founded, and grew, on the foundation of taking care of the customer above all else. They can call us and we have the industry’s best people available to answer; we have the largest field support staff in our industry and the largest customer service staff. Customers know when they buy from us we will be there to stand behind them.”

But what is it exactly that Muncie Power Products does? In simple terms, they make PTO’s – power take offs and other parts that help transfer energy on vehicles to power mechanical components or hydraulic systems.

“They are components that bolt to the transmission of a truck and transfer energy to do other things,” explained Jones. “For example, on a utility vehicle, it will supply power to the bucket that raises a power worker up. On a refuse vehicle, it gives hydraulics energy to move the arms that pick up bins and the ram that compacts the load. Think about all those essential things that work trucks bring to our life and we provide the systems to power those.”

The company’s primary objective – dominate the industry with the best products and service.

“We take the whole customer service experience and caring for our employees very, very seriously,” Chambers said. “Our strategic initiatives today are wrapped around increasing our ability to service the industry with expanded products and services. We rec-

ognize that it is all about taking care of people.

At the core of the Muncie Power Products brand is trust. “That is our tag line; We Build Trust,” explained Jones. “The way we do that is, every day at the manufacturing plant, distribution centers, customer service or sales, everything we are doing is building trust with the customer. But, we also do that by building trust with our employees and the community. People will do business with us because they know we are in it for the long haul and they can count on us to do the right thing and be there for them when they need us.”

To that end, when the market started to shrink a few years ago and other companies were making across the board cuts, Muncie Power Products did the opposite. “We made targeted investments in engineering and in key positions that have allowed us to bring new products to the market at a rate faster than ever before,” said Jones.

And that is exactly what the company plans to do over the coming years.

“Beyond that has to depend on our ability to leverage our knowledge in the industry,” Chambers said.

“We are proud to have the industry’s most talented team and look forward to focusing their collective ability towards growing our company in new and unique areas.”

One primary goal, however, is continuing to support the long history our company haså for community engagement.

“We have many employees in the Muncie area and we care about the community, we encourage employees to have community involvement,” Jones said. “This is a good place to come to work and we try to get that message out about us from a community standpoint.”

“A lot of our immediate initiatives are directly focused on training our people, providing wellness programs ... really ensuring our employees overall compensation level is competitive and premier for our industry,” he added.

And providing the opportunity to grow and succeed within the organization is a primary focus, according to Chambers. “There is nothing more that I love saying than ‘you did a great job. You wanted to expand your role and you did and here is more – go get it.’”

It’s a philosophy that started back in 1935 ... and still lives on today.

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GOLDEN LIVING CENTER

Golden Living’s Nursing and Rehabilitation staff

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By Stacey Shannon ealing with chronic heart failure is a challenge to say the least. Finding ways to improve health and quality of life while reducing the risk for serious heart failure episodes is a challenge, but it can be done. And the staff of the heart failure program at Muncie’s Golden Living Center is working hard to make sure their patients learn everything the need to know to not only stay alive but truly live life.

Ben Wells, executive director of Muncie’s Golden Living Center, said while Golden Living Centers and Golden Rehabilitation Services care for more than 7,000 cardiac rehabilitation patients nationally each year, the Muncie location is the only one that specializes in heart failure care.

“Our program goes above and beyond,” he said. “We’ve developed our own program to mirror much of what hospitals do, except we get longer to treat the condition.”

Wells explained that heart failure is defined as a condition in which the heart is incapable of pumping enough blood to make the body work. It’s different from a heart attack, which is when the heart stops getting blood. And while a heart attack is acute, heart failure is a chronic disease.

“It’s a long-term issue affected by lifestyle choices,” Wells said.

And for that reason, Muncie’s Golden Living Center focuses much of its heart failure rehabilitation services around education. Each patient is assigned a health coach who will follow them through their entire rehabilitation at the center as well as once they are released to go home. The health coach, who is also a nurse, works closely with patients, their families, the doctors and the therapists to make sure that the patients’ needs are being well met.

“We work trans-disciplinary, not just inter-disciplinary,” Wells said. “It’s not just a matter of each discipline consulting, which is what historically medicine has always done. It’s having each discipline as part of disease management. We strive to manage the disease, not just intervene during a crisis that might have been avoided.”

The heart failure care program at Golden Living Center includes daily check-ups to monitor each patient’s disease state. Then a team of therapists – physical, occupational and sometimes speech – sees patients before a mid-morning break. More therapy typically follows lunch, and health coaches evaluate patients again in the evenings.

Multiple steps in the 14-step rehabilitation program focus on education about diet and exercise that are part of disease management for heart failure patients. Wells said the staff helps patients learn how to read food labels, prepare healthy versions of favorite family recipes, navigate the grocery store and even dine out. Families get involved as well.

“Nursing in general has forgotten something that Golden Living values,” Wells said. “It’s about the one-on-one personal relationship and including family members as part of the support system. We let them have their life and traditions but in a healthier way.”

The heart failure program at Golden Living ranges from about 20 days to 100 days of aggressive therapy, depending on the patient’s condition. Wells said quite a few patients come straight from the hospital, but the center also admits direct from home. Heart failure patients often leave the hospital feeling fine then end up having problems a couple of weeks later.

Golden Living Center helps them with their rehabilitation no matter what state in which they begin. The medical staff and therapists build a regime around individual patient’s needs.

“Patients have their own set of circumstances and own set of physical limitations,” Wells said.

The same is true for patients in other areas of the center as well. Though Golden Living Center is proud of its heart failure program, the center is also proud of its other sub-acute rehabilitative therapies for a wide range of issues including orthopedics, diabetes and strokes as well as a separate Alzheimer’s care unit and more.

No matter what a patient is in the center for – whether under short-term or long-term care – Wells said his staff adheres to a wellness model and does everything it can to help patients live better lives.

“We are a place that is teaching and helping people to have the highest quality of life possible,” he said.

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SMALL ENGINE WAREHOUSE

mall Engine Warehouse is a modern business phenomenon. What began in a tiny Dunkirk garage nearly 50 years ago is now one of Indiana’s leading dealers of lawn and garden equipment and the nation’s premier seller of replacement engines and other power equipment.

The company is a testament to the vision of its founder, Roy Padgett Sr., and the stewardship and spirit of his three sons: Roy Jr., Tim and Rob. Small Engine Warehouse can trace its success to their insistence on a customer-first policy, a large inventory, competitive prices and same-day delivery.

A willingness to embrace new technology didn’t hurt, either. It is company folklore that $1,000 in Internet sales in 1999 became $1 million a year later. Internet sales now account for more than half of Small Engine Warehouse’s annual revenue.

The business went from eight employees in 1998 to 17 in 2003 and more than 80 in 2012. Small Engine Warehouse quickly outgrew the garage, and the inventory ballooned to more than 30,000 engines representing nearly 1,000 different models. It takes more than 150,000 square feet of warehouse space spread over two Hoosier counties to store those engines and equipment.

Today, professional landscapers and groundskeepers around the country turn to Small Engine Warehouse for everything from 6.5 horsepower replacement engines to 25-horsepower zero-turn lawn mowers. Farmers scan the

website for parts or hard-to-find engines. Cities and towns find great deals on snow blowers, mowers and other power equipment. Countless homeowners finish their lawn and garden projects using chain saws, tillers and other tools.

Meanwhile, the two retail stores have become destination shopping sites. Repeat customers drive from around the Midwest to browse the expansive showrooms.

The company knows growth comes to a grinding halt if customers aren’t happy. That’s why an army of mechanics, many of them certified technicians, proudly service what they sell. National chain stores may take customers for granted, but Small Engine Warehouse customers are neighbors and friends.

Small Engine Warehouse acquired the former A.E. Boyce building on Riggin Road in 2011. Across the road from the airport and close to several highways, the new corporate headquarters is more than a hub for existing operations; it symbolizes future expansion currently on company drawing boards and calendars.

For example, sales are expected to more than double in the next few years. And owners and managers are actively scouting Indiana cities in hopes of finding locations for the next retail stores.

To date, Small Engine Warehouse has shipped engines and mowers to nearly every county in every state and to more than 60 countries around the world.

Clearly, the only thing “small” about the company is the name.

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TOM WOOD HONDA

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By Ken Wickliffe his year the staff at Tom Wood Honda of Anderson celebrates 20 years of serving customers, and the dealership’s award-winning sales, service and administrative teams have again been honored for excellence.

Mark Metzger, sales consultant at the dealership, has achieved top Gold Level membership in Honda’s sales leadership program in recognition of his high level of customer service. In addition, the dealership’s business office has again received a Key to Excellence award, marking the 18th consecutive time Melinda Richardson, the office manager, has been so honored. Also, Tom Wood’s finance department was one of only two in Indiana to receive a Council of Excellence designation for flawless and efficient handling of financial paperwork.

But customers really have the last word on how well a dealership is doing, says Bill Richardson, managing partner at Tom Wood Honda. He noted that on one consumer-driven website, dealerrater.com, the majority of Tom Wood Honda’s customers gave the dealership perfect “five-star” rankings in all areas – customer service, quality of work, friendliness, price and overall experience.

“And, this is with a large number of customers responding to this online survey, not just a handful as sometimes happens with other online ratings,” he added.

Moreover, the level of value offered to customers at Tom Wood Honda brings both newand used-car shoppers to the dealership from a wide area.

“Today’s consumer has a large amount of information on which to base shopping and purchasing decisions, and Mark Metzger, was recently awarded today’s well-informed customer comes here,” Richardson said. the ‘Gold Status’ distinction in Honda’s Council Of Sales Leaders program.

“Because we offer value and excellent service, people drive from Indianapolis, Bloomington, Fort Wayne and other areas to buy here.”

Quality Pre-Owned Cars and Trucks

With difficult economic conditions continuing for many, receiving high value in a new or used vehicle is of crucial importance, Richardson said. As one of the world’s most widely praised and respected automotive brands, Honda offers lasting value and long-term reliability.

“In this economy, people are trying to conserve their cash resources and make their best buying and service decisions, so product reliability and a dealer’s reputation for taking care of people is, understandably, crucial to our customers,” he said.

“Providing them with the quality and value they want and need is the focus of my entire team here at Tom Wood Honda.”

While a new Honda is not always the least costly vehicle in its market segment, reliability, fuel-efficiency and high resale value make for lower overall ownership costs, adds Mark Metzger, sales consultant at Tom Wood Honda.

“Honda does not try to compete with the rebates that some of our competitors offer, but this is actually a benefit for our

customers because Hondas retain a much higher percentage of their value over time,” he said. “This is one factor that causes lower overall ownership costs.”

And for people who prefer a pre-owned vehicle, Tom Wood Honda offers one of the widest selections in the area.

Maintaining the dealership’s inventory of the best pre-owned vehicles is Joel Fairbanks, pre-owned sales manager.

“We attend several manufacturer and bank auctions in an effort to supply these vehicles,” Fairbanks said. “Our success in pre-owned sales comes from our efforts in not only finding the best cars and trucks, but doing all the necessary reconditioning to them that most auto dealers opt out of completing.”

A “Certified CarFax Dealer,” Tom Wood Honda performs a fastidious 150-point inspection and reconditioning process to most used vehicles — and then backs this up with a 12-month or 12,000-mile Tom Wood certified warranty.

Fuel-Efficient, Environmentally-Sound Vehicles

With many of the America’s most fuel-efficient models, Honda stands ready to help drivers and families cope with rising gas prices. Moreover, Honda’s fuel-efficient vehicles have been recognized for having low environmental impact.

“A total of seven Honda brand vehicles earned recognition from the American Council for an Energy-Efficient Economy (ACEEE), including four Honda vehicles named the ‘greenest vehicles of 2012,’” the company announced recently. “In the annual ACEEE’s ‘Green Book’ Online ranking of environmentally responsible vehicles, the near-zero emissions natural gaspowered Civic Natural Gas five-passenger sedan tied for second place, with the Insight, Civic Hybrid and CR-Z also included on the list of ACEEE’s 12 most environmentally responsible vehicles available to the public.”

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HOOSIER PARK RACING AND CASINO

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By Elizabeth J. Musgrave aving a business has its pluses and minuses.

Proximity to its customers, staffing and parking can all be concerns for a company no matter the location. Does having a business in the more rural, eastern part of the state create advantages or disadvantages? How about one with more than a three and a half million visits annually? What about one with horses, nearly 2,000 slot machines and live entertainment?

Hoosier Park Racing and Casino understands running a large business centered on placing bets, feeding people and coordinating concerts.

When that business is located in the landlocked eastern portion of Indiana, it presents its own unique circumstances.

However, according to Grant Scharton, director of public relations, those circumstances are all good. Good for Hoosier Park, good for the community and good for the customers pouring into the entertainment and gaming venue.

Hoosier hospitality

Hoosiers are known for their down-to-earth friendliness and willingness to go that extra mile in customer service.

How does that make a difference?

“Although we have the sights and sounds you will find in Las Vegas, we have even more: an outstanding team that represents the true meaning of Hoosier Hospitality each and every day,” Scharton stated. “Our team members have been continually recognized for their superior customer service.

Our Hoosier guests get the personal attention and atmosphere at Hoosier Park that they may not receive in bigger markets such as Las Vegas or Atlantic City.”

Make no mistake, however. Indiana natives expect value for their money, whether in a product or a service. They hold customer service to a higher standard, whether giving it or receiving. Employees and guests live near each other, attend school events together and see one another in town, which means they are neighbors.

“Guests typically live within driving distance and tend to get to know our team members by name and vice versa,” Scharton said.

Community connection

When a crisis, disaster or dire situation needs to handled -- when it’s required — Hoosiers step up to lend a helping hand. The team members at Hoosier Park are no exception.

Whether contributing time, pitching in efforts or making donations, the Anderson business stays linked to the needs of its community, businesses and neighbors.

“Hoosier Park works hard to be a proactive and thoughtful corporate citizen,” Scharton said. “We donate hundreds of volunteer hours and thousands of dollars to bolster the worthwhile work of area non-profit and community organizations each year. Approximately 90 percent of monetary and in-kind donations go right back into our regional community of East Central Indiana. Many guests work and reside in East Central Indiana. We also understand the importance of purchasing from local, minority and women owned business enterprise vendors when possible. To date, more than $77 million in qualifying purchases have been from local and regional suppliers.”

The setup

The race track and casino establishment enjoys the benefits of being within a short drive from most parts of the

Indiana, unlike many of its counterparts at the upper or lower ends of the long state. Rather than being along the outskirts of Indiana, on the waterfronts, it lies within minutes of Indianapolis, Muncie, Richmond and numerous small towns, cities and suburbs.

How is that advantageous?

“Our location, just minutes from Indianapolis, makes Hoosier Park conveniently located for Hoosiers in the Central Indianapolis area,” explained Scharton. “Additionally, being located in the Crossroads of America makes Hoosier Park a great and convenient destination for anyone throughout the Midwest region.”

What does Hoosier Park offer as a gaming venue that casinos on the waterfront can’t? According to Scharton, the advantage to being located in-land is deceptively simple: space. Lots and lots of space.

“What makes Hoosier Park truly unique from the Indiana riverboat casinos is that we are not confined by the space limitations of a riverboat,” the public relations director explained. “With comfort in mind, we were able to design and build a spacious 172,000 sq. ft. fully integrated gaming, racing and entertainment facility, with plenty of room remaining for multiple dining options. Hoosier Park also has the added benefit of a 7/8 mile oval horse racing track that features Indiana’s richest racing each year.”

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GOODWIN BROTHERS

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By Ken Wickliffe ounded in 1908 by John C. and Will Goodwin, Indiana’s oldest automobile dealership has a history of serving Hoosiers that reaches back more than a century.

Originally a Buick dealer, followed by a time selling Henry Ford’s Model T., Goodwin Brothers Automobile Company switched to the Dodge brand in 1932. As scores of other dealerships have come and gone, for 80 years Goodwin Brothers has continued selling that vehicle line, which has been joined more recently by the Chrysler and Jeep nameplates. Still a part of the Goodwin family, the New Castle dealership is likewise a part of the lives of many East-Central Indiana families who value its traditions of value and expert service in all departments.

“We are very proud of our heritage, which goes back to 1908 when my grandfather founded this dealership, but we’re not just sitting here resting on that,“ said Maurie Goodwin, owner of the dealership. “Instead, we believe in taking a progressive approach by constantly evaluating what we do to ensure that we provide the exact vehicles and services our customers most want and need.”

As the only new-car dealership in New Castle, Goodwin Brothers also welcomes all makes and models of vehicles to its service department and body shop, providing area residents with the convenience of not having to drive to another city to obtain service, no matter what kind of vehicle they drive.

Exciting New Products

Nowhere is Chrysler’s resurgence more noticeable than at Goodwin Brothers, where three lots provide the region’s best selection of new Chryslers and Dodges, new Jeeps, and pre-owned vehicles. From the luxurious and capable Grand Cherokee to the go-anywhere Wrangler, Jeep’s line offers capabilities that can take owners to places they couldn’t reach in any other vehicle. And, with the new Pentastar engine and eight-speed automatic transmission, Chrysler and Dodge have been able to do something no other manufacturer has achieved: merging the comfort a premium full-size sedan and 31-mile-per-gallon gas mileage. This blend of efficiency and luxury is offered in both the Dodge Charger and the Chrysler

300. Soon, the Dodge Dart will bring the company’s innovation to the compact car segment, bringing back a storied Dodge badge while breaking new ground with class-leading quality, economy and technology in what will be one of the only true American-made small cars.

Putting East-Central Indiana on Wheels

Drivers across East-Central Indiana see the Goodwin Brothers emblem on many cars, and in Henry County the dealership is responsible for providing Chrysler Group with a large share of the car market.

“In Henry County, the market share of Chrysler, Dodge and Jeep vehicles is four times the national average,” Goodwin said.

Meeting the needs of customers who prefer a pre-owned vehicle is also a priority, added Joe Smith, sales manager at Goodwin Brothers.

“Our separate pre-owned facility specializes in providing local trade-ins, and every vehicle we offer for sale has been inspected and serviced by our technicians,” he explained. “As a new car dealership with the ability to service all makes, we can also offer our customers continued service on their preowned vehicles, which many other dealerships cannot do.”

Long-Term Customers and Employees

Customers who keep returning to a dealership like to see the familiar faces of people who have taken good care of them in the past, and that’s what happens at Goodwin Brothers, where a large number of the dealership’s 42 employees have been there for many years.

“The average length of employment here is substantial,” Goodwin said. “In some cases, more than one member of the same family works here.”

A Short Drive from Muncie

Located just 20 minutes down Ind. 3 from the south side of Muncie, Goodwin Brothers’ sales department is open daily 8 a.m.-7 p.m. and 8 a.m.-3 p.m. on Saturday. The service and body shops are open 8 a.m.- 5 p.m. Monday, Tuesday, Wednesday and Friday and offer extended hours from 8 a.m.-8 p.m. on Thursday and 8 a.m.-3 p.m. on Saturday. The dealership can be contacted toll-free at (877) 246-2031, or shoppers can browse the wide selection of vehicles at goodwinbrosauto.com.

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PRIMETRUST FINANCIAL FEDERAL CREDIT UNION

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By Stacey Shannon hanging the name of a 76-year-old credit union is no small matter. It’s something that the board of WGE Federal Credit Union took very seriously before moving forward with a name change last year. But, the switch to PrimeTrust Financial Federal Credit Union last October has gone well for both the Credit Union’s established and new members.

Jeffrey Sikora, President and CEO of PrimeTrust Financial, said the name reflects a change to the Credit Union’s charter.

In February 2011, the Credit Union, which was affiliated with the now closed Warner Gear, opened its membership to anyone who lives, works, worships or goes to school in Delaware County.

“We felt like we needed something that was more reflective of us being a part of this community and less associated with someone who had left the community,” said Sikora, mentioning the name change required an abundance of brainstorming and market research.

Along with changing its name and charter, PrimeTrust Financial is continuing to evolve through implementation of new technology and new services, such as online instant loan decisioning and a 24hour, 7-day a week Call Center for questions.

Sikora said PrimeTrust Financial offers a variety of banking products not traditionally part of credit unions, such as mortgages, investments and insurance, commercial loans, business services and more.

“We’re not your grandfather’s credit union,” he said. “We are atypical of credit unions in that we have implemented a great deal of technology into our delivery services. We changed our name in part because we have made such changes to the organization that we’re not the old WGE Federal Credit Union.”

While PrimeTrust Financial has made changes, it’s also stayed committed to the credit union philosophy “People Helping People”.

Different from a bank, a credit union is owned by its members and Sikora and the staff at PrimeTrust Financial take that very seriously.

“We have a great staff,” Sikora said.

“They are very service oriented. They come every day looking for a way to help people. ‘Find a way to say yes’ is one of our mottos around here. And they do. I’m very proud of the group that works here.”