September 2013 Business Venture by ventureguelph

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The Guelph & District Human Resources Professionals Association recently held the 2013 Employer of Distinction Awards where Ceramic Decor was recognized in the small employer category. Pictured are left to right: Stefanie Bradley, GDHRPA President; Lynda Bentley, Angel Inglis, and Jacquie Rivard from Guelph Ceramic Décor; Sandra Casarin, GDHRPA committee member; Brenda Key, Guelph Ceramic Décor; Crystal Dunlop, GDHRPA Public Relations Director; and Kim Currie, Guelph Ceramic Décor. For additional photos and coverage of the awards please see page 10.

Guelph residents petition proposed cell tower by Heather Grummett

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To date, over 300 Guelph residents have signed petitions opposing a proposed 16-metre-high Bell Mobility antenna tower at 235 Starwood Drive in Guelph. Located in a residential neighbourhood, the tower would also be adjacent to two schools. A Rogers wireless pole extension has also been proposed on the house-lined Auden Road, which is in the same area. Under the City’s Telecommunications Tower and/or Antenna Policy, Bell was not required to notify residents of the tower. Regulated through Industry Canada, cell towers and antennae only fall under the jurisdiction of the City of Guelph if they are over 16.6 metres. The federal organization does not require public notification or consultation of the proposed tower, or the additional antenna on the Roger’s extension. Not only are local residents concerned about their property value, the addition of the tower raises many health concerns regarding the electromagnetic radiation (EMR) which is emitted from cell towers, base stations, antennas and transmitters. A local resident, who asked not to be named, spearheaded the petitions. She has developed an electrosensitivity and suffers from headaches, tinnitus, difficulty sleeping, vertigo, eye irritation, anxiety, and heart palpitations

caused by exposure to EMR. In Canada, the safety guidelines for devices that produce radiofrequency fields (RF) are set out in what is commonly called Health Canada's Safety Code 6. The exposure limit guidelines were developed in 1979 and have been updated since, however, several concerns have been raised about the parameters of the guidelines. Concerns are centred around the guidelines being based only on the thermal effects of microwave radiation–not on non-thermal effects. Therefore predicting the level at which flesh bakes, not taking into account the health effects on brain waves or neurological systems. The Royal Society of Canada’s Expert Panel on Potential Health Risks from Wireless Telecommunication Devices conducted a detailed review of RF fields. In a report update Recent Advances In Research On Radiofrequency Fields And Health: 2001-2003, the authoritative reviews concluded that there is no clear evidence of adverse health effects associated with RF fields, although the report does support the need for further research to clarify the possible associations between RF fields and adverse health outcomes. Many red flags have been raised over conflict-of-interest concerns regarding

several members of the panel chosen by the Royal Society of Canada. In 2012, Frank Clegg, the former president of Microsoft Canada established Canadians for Safe Technology, a notfor-profit, volunteer-based coalition and leading website that informs Canadians and their policy makers about the dangers of exposure to unsafe levels of radiation. The organization is pushing for a proper review of Safety Code 6 by an independent and unbiased panel of researchers and scientists. “My biggest concern is that the health issues are not being properly taken into consideration in regards to Safety Code 6,” says local resident Tracey Manton. “If people were aware of the health risks, I believe they would be opposed to more towers being erected in the City and be more concerned that they are being subjected to EMR.” Over seven towers have gone up in her neighbourhood this month. EMR is the same radiation that is emitted from cell phones, Wi-Fi, cordless phones, Smart Meters, microwaves, wireless appliances and baby monitors. In 2011, the World Health Organization (WHO) and the International Agency for Research on Cancer classified radio frequency electromagnetic fields as possibly carcino-

genic (Group 2B) based on an increased risk of brain cancer–putting it in the same category as lead and DDT. In October of the same year, Health Canada issued a cell phone use warning for children under 18, since radiation from cell phones and other sources penetrates deeper into the heads of children. In 2012, 29 independent scientists and health experts from around the world prepared an updated BioInitiative Report. It covers approximately 1800 new studies that outline bioeffects and adverse health effects of electromagnetic fields and wireless technologies. An International EMF Project established by WHO works to further assess health and environmental effects of exposure to electric and magnetic fields. The main aim is to initiate and co-ordinate research worldwide to produce a well-founded response to public concerns. Information on the organization’s website states that the large number of studies which suggest that electromagnetic fields are harmless receive little if any coverage, and states that science cannot provide a guarantee of absolute safety yet but the development of research is overall reassuring. A letter sent from the Director of Industry Canada to – Cont’d page 5

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Family business Family business is a part of Guelph’s past, present, and future. Some business people’s names are now just on street signs or on the walls of the Civic Museum. Other Lloyd Longfield businesses have passed through several President generations, sometimes changing, sometimes continuing to do what they have done for over 100 years. And other businesses are just getting started by the next generation of entrepreneurs. Regardless of the age or size of the family business, there is a passion and spirit of independence they all share. At some point, someone had an idea, swallowed twice, and took a risk. To this day, nobody knows the knots in the stomach or sleepless nights the owner has gone through. Supper tables have been quiet some nights, when things are not going so well. Other times, relief and excitement are in the air at the end of a really good day. At either end of the spectrum, the family is involved with the business, and the business is a part of the family. Beyond the challenges business brings to families inside and outside the home, business gives life lessons that are unavoidable. Unlike other businesses, when you flick off the lights and turn the key in the door, the day is not over. The plans for the next day, bills that need to be paid and deposit books that need to be filled in often end up on the kitchen table. Daytime is for working in the business, night time is for working on the business. Somewhere in between working and sleeping, time needs to be carved out to relax and leave the business in the other room for some downtime you both need. Guelph was founded by an entrepreneurial spirit that lives on today. The Canada Company was set up to develop land and business in the new world, and Guelph was its home. Family businesses were started here that helped to form a country. Family business also forms people as it continues to be the basis for community building. The names of CREATE POSSIBILITIES FOR YOUR business families that adorn CAREER WITH THE CERTIFIED MANAGEMENT ACCOUNTANT Guelph’s street signs, hang in its DESIGNATION museums, or are currently above To register for our free events and doors to our existing businesses information sessions, please visit represent some of the dreams that http://forms.cma-ontario.org/infosessions have helped to build our To learn more about the CMA designation contact: community. The passion and determination the independent business Dana Gies, MBA, CPA, CMA dgies@cmaontario.org person brings to solve a problem or www.becomeacma.com provide a service also help to overcome challenges communities face as time goes by. Meeting and beating these challenges makes for a strong business, a strong community–and a strong family. © 2013 Certiﬁed Management Accountants of Ontario. All rights reserved. ®/™ Registered Trade-Marks/Trade-Marks are owned by The Society of Management Accountants of Canada. Used under licence.

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Investing in parking by Marty Williams, Executive Director, Downtown Guelph Business Association Imagine you own an office build- provide this very necessary coming that you wanted to lease out. ponent. Parking is needed to You meet with potential tenants make renovations and revitalizato show them around, you talk tion possible. Without it we are about the layout and how many left with unused and underused staff they have and what a great buildings. fit they would be. They love the No new build on an open location–how close by everything site–one with no historical buildis. You discuss money, go back ings to preserve–would be and forth on leasehold improve- allowed in this city without parkments and you are close to signing. Nobody would build it and ing an agreement when the kicker nobody would buy it. It’s recogcomes, the moment you dread. nized as a necessity, and Everything else is hunky-dory Downtown is no different in this until you mention the one small regard. What is different is that deficiency with the property: it when major renovations take has no plumbing. place there is no space on most “It’s a great building,” you say.“It sites to provide the necessary just doesn’t have any washrooms spots within them (think of the or sinks.” Gummer Building, for example) That’s when they start looking and so the City has to play a role at you funny. to provide them. “I can’t rent this from you if it In other words we need to build doesn’t have plumbing,” your parking where it can built and use potential tenant says. it for places that have no way of “Sure you can,” you reply.“Tell providing parking of their own. your people to bring a water bottle.” Parking has a tremendous pay“My people expect there to be back which cannot be calculated washrooms,” they say.“All the by user fees alone. We must also modern buildings have it. You recognize the indirect effect that a can’t expect people to work in a parking investment contributes place with no washrooms.” to the City’s bottom line. Since it “There is one down the street at also fills buildings and spurs redethe coffee shop,” you counter. velopment, it brings an increased “Tell them they can usually find a assessment as well as a boost in vacant spot if they get there the economy of an area. Likewise, before the lunch rush.” we can’t look at investing in parkThis is a ridiculous scenario, of ing as a stand-alone endeavour. A course. It wouldn’t happen. But if single parking structure is not a you replaced the word “plumbfiscal island; it has to be seen in ing” with the word “parking” sud- the context of the total parking denly it’s not so far-fetched. We all environment and the cost of agree that no office building adding to the inventory needs to would be rentable that didn’t be calculated across the system. have plumbing, electricity, heatOf course I can’t speak of parking, and (most of the time) air ing without a word for those who conditioning. Everybody knows believe that we should focus that these utilities are the boring but necessary ingredients of a place, the “givens.” All I am suggesting is that we need to start looking at parking in the same way. Proximate parking, dedicated and associated parking, is the only way to fill the buildings in Downtown Guelph. It’s not sexy, it’s simply true. We will not get the best use out of our historic core unless we

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instead on alternatives to the automobile. Here is the situation as I see it: we are not a major city with transit infrastructure that will significantly replace or reduce car trips any time soon. Yes we have to promote alternatives and build up the non-automobile infrastructure we have–but we use cars and we need parking. We haven’t given up on (or outlawed) the car on Stone Road or Imperial, and we haven’t stopped building garages, driveways and carports in new housing developments–so why do we think that Downtown can get by without cars? The vast majority of patrons to malls and large format retail nodes drive their cars to get there; same goes for how we all get to work. So it just doesn’t work to pretend that Downtown is different, that somehow car-mad Guelph becomes bike and pedestrian and transit zone Guelph in the core. If we truly care about preserving the historic character of our city and building our local economy, we need to recognize that this “utility” needs a serious upgrade and that the City has to play a role. We need to start regarding parking Downtown as a public good, as something no less vital to our economy than sewers and roads. We need to see it as an investment with a direct (though not always visible) connection to our shared prosperity: as a necessary condition to make historic buildings rentable and revitalization possible. The time to do this is now. Let’s get to it.

Reporting on Business and Industrial in Guelph & Area

Providing tax expertise and investment satisfaction or over 25 years, Lyon Financial Services has been providing accounting, insurance and investment alternatives to both individuals and companies throughout Southwestern Ontario. Whether a small home-based business or a large incorporated entity, Lyon Financial provides bookkeeping and payroll services, personal and corporate tax preparation, year-end financial statement preparation, and assists clients when dealing with the Canada Revenue Agency. After successfully establishing the accounting practice, owner John Moran introduced investment products into the business to provide his clients with the opportunity to purchase tax effective investments. This side of the business has grown substantially and he is in the process of re-branding the operation–www.makingmoneyforyou.com, his new website will be available to visit by mid-September. Given the complexity of the financial world and the vast number of available products, Lyon Financial has embarked on a regular schedule of seminars to educate both existing and potential clients about investment alternatives. The next seminar will be held at the Delta Hotel and Conference Centre during the last week of September. With the goal to simplify the path to financial stability, Moran uses his extensive knowledge of investment products to offer his clients a wide range of options. His insurance and investment products, offered by North America’s top carriers, include Guaranteed Investment Certificates, Segregated Funds, RRSPs and RRIFs, Individual Health Plans, Life Insurance, Critical Illness Insurance, and Disability Insurance. “I encourage clients to take the time to investigate investment alternatives as part of their portfolio,” says Moran. “These will be products that have little correlation to the equity and bond markets. Consider

by Heather Grummett

that the management of some of the largest pension funds in Canada and the US currently hold, on average, almost 40% of alternative investment assets in their portfolios. These products, which include investment in real estate projects, mortgage based assets and nonequity fund products are now available to most investors for their RRSP’s, TFSA’s and non-registered investments.” With a designation as an Elder Planning Counsellor, Moran also recognizes the concerns of seniors with regards to financial planning while facing issues with aging, health, long-term care, and end of life issues. “Within the next five years, over half the Canadian population will be over 50. I feel it is important to incorporate that awareness into my business, whether it be with something as simple as using larger font type in correspondence.” Moran takes a strong interest in contributing to the community. For over 30 years he has been involved in the executive of various organizations including acting as the Chairman of the Guelph Hydro Commission, the Municipal Electric Association of Ontario, and the men’s golf committee at the Cutten Club. He was also a Director of the Guelph YMCA-YWCA, and Planned Parenthood Guelph. Currently Lyon Financial has taken on the lead sponsorship of the Guelph Gator girls softball program. As well Moran’s company has been a contributing sponsor of the annual Guelph lecture series on being Canadian. John Moran believes the key to his continued success is service. The financial industry is very competitive, but by providing his clients with timely tax information, secure investment products and being available when needed, Lyon Financial will become a name brand in Southwestern Ontario.

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Reporting on Business and Industrial in Guelph & Area

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Due diligence on commercial leases by Kyle Hampson

Reporting on Business and Industrial in Guelph & Area

Serving the Guelph community over 80 years by Heather Grummett

ilchrist Chapel--McIntyre & Wilkie Funeral Home opened in 1932 and remains Guelph’s oldest funeral home. Located at 1 Delhi St. at Eramosa Rd, the chapel offers a large chapel with a private family room, additional visitation and lounge space, and a convenient onsite reception area. An elevator and on-site parking make the building easily accessible. The full service chapel provides funeral, cremation and follow-up services. Doug and Karen Gilchrist purchased the funeral home in 1985 and remained in that role for more than 25 years until selling the business in 2011 and moving into semiretirement. Cam Skipper took over as the owner of the funeral home after working for over 25 years as a senior funeral director with the firm. Born in Guelph he grew up in a funeral service family--his parents owned the Skipper O’Drowsky Funeral Home on Waterloo Ave. He is a founding member and past President of the Rotary Club of Guelph-Trillium and he remains an active Rotarian.

When it comes to the leasing of commercial properties, prospective tenants should engage a lawyer before entering into the lease and preferably before signing a letter of intent or any other document that may govern what will be included in the lease. A sub-search of title for the property should be conducted to confirm the landlord is the legal owner. In the event the property is encumbered by mortgages, liens or other security interests, it may be necessary for the tenant to require the Landlord to obtain an agreement with the Landlord’s lender which would permit the tenant to stay on under the lease in the event the Landlord defaults on their mortgage. The sub-search will also reveal if the property is subject to any restrictive covenants which may affect the prospective tenant’s intended use of the property. Depending on the intended use by the prospective tenant, or upon the property itself, a review of the relevant zoning by-laws and official plan may be necessary to determine the permitted and prohibited uses. Prospective tenants should make their lawyer aware of both primary and ancillary uses for the property to ensure the right searches are conducted. Landlords will typically require tenants to be responsible for the costs associated with repair and maintenance of leased premises and the

applicable common areas. These costs are often referred to as “additional rent” and can include costs associated with parking facilities, elevators, realty taxes, HVAC systems and roofs. Further, the Landlord may charge a management fee as a percentage of the additional rent charges. A prospective tenant should be fully aware of what charges and fees are being passed down by the Landlord. The condition of the property itself should be included in a prospective tenant’s due diligence. It is recommended that prospective tenants obtain an inspection and make inquiries with the local building department to see if the property has any open building permits. Finally, if the leased premises are to be used for a franchised business, it is particularly important that the prospective tenant engages a lawyer to review both the draft lease along with the franchise agreement. Franchise agreements typically have specific requirements that the lease will have to include, as the franchise agreement may otherwise be terminated. Kyle Hampson is a lawyer in the Corporate Commercial Group at Miller Thomson LLP. His practice also includes corporate governance, residential real estate and wills and estates. 519-780-4635 or khampson@millerthomson.com

states that: Industry Canada recognizes the importance of considering the potential impact that antennas and their supporting structures may have on their surroundings. As a result, the department instituted procedures for proponents to follow, which give consideration to the environment, health and safety, and land-use consultation. In regard to the health concerns raised, Industry Canada requires that all proponents and operators ensure that their radiocommunication and broadcasting installations comply with Health Canada’s Safety Code 6 Guidelines at all times. In February of this year, an agreement was signed between the Canadian Federation of Municipalities (CFM) and The Canadian Wireless Telecommunications Association (CWTA), the industry's main lobby group, agreeing that cities and towns could comment on and potentially influence placement of cell towers less than 15 metres. While many Canadian cities are on board, the City of Guelph has never joined this agreement. In August, the Town of Oakville passed a motion requesting that Industry Canada place a moratorium on the approval of any new radiocommunication facilities until a review of Safety Code 6 has been finalized. A proposal is scheduled for September to Guelph’s Planning, Building, Engineering and Environment Services. Residents attending hope to encourage a revision of the city’s tower policy, which was created twelve years ago, and discuss how that policy can better protect the health and safety of Guelph residents. The mayor has declined comment at this time on the question of whether the city should update tower policies, feeling it is premature to comment until after delegates hear the concerns at the meeting. When asked how an updated tower policy may change the approval process in regards to consulting residents, Lou Battison, Director of Industry Canada said, “ Industry Canada 's antenna siting procedures require a tower proponent to consult with the municipality and

public, as required, before installing the antenna tower. Under these procedures certain installations, including towers with a height of less than 15 metres, generally have minimal local impact and so may be excluded from municipal and public consultation.” “The department supports municipalities developing local consultation protocols and stakeholders working together to find mutually agreeable solutions. Where this is not possible, Industry Canada’s antenna siting procedures take precedence.” Liberal MP Frank Valeriote will be addressing the House of Commons in September on behalf of Guelph residents. Two official hardcopy petitions are being presented--one against the proposed cell tower, the other calling for a revision to Safety Code 6. For every 25 signatures on the petition, Mr. Valeriote has six minutes to discuss the concerns. For information on the petition visit Facebook.com/StopTheGuelphCellTowers. “Residents across Guelph have made it quite clear they want to be heard when it comes to installing wireless antennae and I think a more concrete process is a great first step,” said Frank Valeriote. “With the Rogers tower, Guelph City Council made their objections and the objections of residents clear and I took those concerns to the last Industry Minister, but those apparently fell on deaf ears.” “With the proposed Bell tower, there seems to be no set process for input and I think the CRTC and Minister of Industry need to hear from those opposed to it on any number of grounds. I intend to continue raising this issue with the new Industry Minister in hopes we can get a more engaging and responsive process put in place.” With stricter safety standards in many European countries, Canadians will continue to raise concerns over the potential hazards associated with EMR. However, with the number of cell phone users in Canada climbing from 100,000 in 1987 to more than 24 million at the end of 2010, telecommunication companies are sure to continue to install new towers to meet the wireless demand.

Proud to be the latest in a long line of local owner-managers, Cam is carrying on the tradition of service that has been handed down from each of his predecessors from Elmer McIntyre on. The long-time community business has served thousands of local families during their time of need and continues to support local organizations including Guelph General Hospital and Hospice Wellington. Caring service is provided at the chapel by local funeral directors Doug Gilchrist, Cam Skipper, Coreen Croteau, and Janet Freer. Each spring the funeral home holds a Lilac Service at Woodlawn Memorial Park. Scheduled for Wednesday May 28, 2014, the remembrance service welcomes all who want to attend in memory of Cell tower – continued from page 1 their loved ones. a local resident in response to her concerns, ”We are proud of our community roots and the exceptional legacy of caring service passed down to us by those who built our company and served the families of Guelph for the past 80 years,” says Cam Skipper.

SEPTEMBER 2013 page 5

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Publisher’s message Buying local has its upside Recently I came across an online article in the Herald News that focused on a new marketing program in Nova Scotia, which encourages consumers to purchase locally grown food and goods. Residents of the province now have the option of purchasing licence plates with the tag line ‘Buy Local’. I have always been someone who believes in shopping local and I found this initiative a really unique way to get the word out. Guelph is filled with local companies–retail stores, restaurants and a large number of businesses representing the service sector. Many Guelphites support the purchase of local produce from our markets and farmers, and many restaurants use local food on their menus. As we move towards the busiest quarter of the year for consumer spending, I think it is important to reflect on the many benefits of shopping locally. There are the reduced costs and environmental impact associated with shipping and packaging products, the jobs

created for local residents, and money spent in our community remains in our community. Plus, the unique shopping experiences and personalized service you get with a small business often times can’t be matched by larger corporations. Did you know? If every household in Guelph and Wellington County spent an extra $10 per week on local food, it would equal an investment of $39 million per year going directly into our local economy. Just imagine the return if you supported other local initiatives with similar investments. For 18 years Venture Guelph Publications Ltd. has remained a truly local business. We strive to support other local businesses through our stories, profiles, and articles submitted by our business writers. Contact us anytime with your local business news at infoventure@golden.net. Mike Baker, publisher

519-824-1595 Mike Baker, Publisher venture@golden.net www.ventureguelph.ca 2 Quebec Street unit 232 Guelph Ontario This issue: 16 pages without inserts. View it on-line at: ventureguelph.ca Printed by McLaren Press Graphics Ltd.

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Why business owners should avoid the Canada Pension Plan The Canada Pension Plan (CPP) is a contributory, earnings-related social insurance program. The CPP program mandates all employed Canadians who are 18 years of age and over to contribute a prescribed portion of their earnings income to a nationally administered pension plan. The CPP is funded on a "steady-state" basis, which is a hybrid between a fully funded one and a "pay-as-you-go" plan. Assets held in the CPP are insufficient to pay for all future benefits accrued to date but sufficient to prevent contributions from rising any further. While a sustainable path for this particular plan, given the indefinite existence of a government, it is not typical of other public or private sector pension plans. The federal government is currently considering increasing CPP and QPP benefits, which would mean a significant premium hike for working Canadians and even more serious impacts for the economy. The proposal being considered by government would phase in increases over 10 years. The maximum annual premium would go up by about $2,200/year over that time, impacting all working Canadians. The employee portion of maximum annual CPP/QPP premiums would increase by about $1,100/year over 10 years. The employer portion would also increase by about $1,100/year per employee. That means a company with 15 employees would be paying an additional $16,500 per year. The self-employed, who pay the entire premium themselves, would be paying an additional $2,200/year. One thing that is always overlooked in the debates and the calculation is the government never discuss the individuals that died before they had a chance to collect on their government pension. CPP was introduced in the 60's when the average male Canadian died at 62. Based on current contribution rates if you make $51,000 a year, you and your employer will be

2013–The opinions and stories that appear in the columns of Business Venture are for information purposes only. Statements and opinions within the pages of Business Venture are those of the writers and do not necessarily represent those of the publisher, advertisers or Venture Guelph Publications Ltd.

by Kevin Cahill

forced into saving $4,700 a year. Say you work for that company for 20 years and die the day before you start collecting your government sponsored pension; at a simple 3% growth that pension would be worth almost $112,000. And what would the people you love receive on your death? $2,500. Remember, you contribute to your CPP and your employer does as well. Do you see where the Government paid in one single penny? This is money that you save in a Government bank to insure you to have a retirement cheque from the money we put in, not the Government and they have the audacity to refer to CPP as an entitlement program. Remember Senator's benefits?–free healthcare, outrageous retirement packages, 67 paid holidays, three weeks paid vacation, unlimited paid sick days. They call CPP an entitlement even though most of us have been paying for it all our working lives, and now, when it's time for us to collect, the government is running out of money. A business owner, who opts out of contributing their annual 9.9% to the Government and instead transfers the same amount into a Permanent Cash Value Life Insurance policy for the same 20 years, based on similar CPP projections, should have $149,947 in liquid cash. If the business owner were to pass away before collecting on their pension $430,000 would be paid tax-free to the people they love and the causes they care about. Employees have next to no rights as it relates to whether they have to pay into CPP or not, but Canadian self-employed business owners can stand up, end the insanity and protect their families. Kevin Cahill, B.Sc.(Hons), CFP, CHS, CLU, EPC. Canadian Legacy Builder, 519-836-7989

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“Venture “Venture e Guelph Public Publications cations Ltd. has long represented reprresented the VOICE OF BUSINESS with the eir Business V enture e Publ lication. They continu their Venture Publication. continue e to deliver timely, timelyy, informative inform mative news taking place within w our business and broader community y. V e enture Guelph and their other o publications are community. Venture ‘go to’’ sources within G Guelph. Keep up the great great work!” Ostran nder, Sales Representative -Ramona Ostrander, RE/MAX Real Es Estate state Centre Inc., Brokerage

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VENTURE GUELPH PUBLICATIONS LTD. Business Venture 20 years in 2013!

Finance

Credit card 101 for students Given that the fall has arrived and students are headed back to their studies, I thought it would be beneficial to bring some awareness to the use of credit by this group. University and college students have a lot on their plates–studying, part time jobs, dating and many other social and family responsibilities. They focus on all these things but often forget that some irresponsible moves can damage their credit rating and possibly cause some future problems. Once a student obtains credit on a student loan, a major credit card or a bank loan, the opportunity to impair his\her credit score rises dramatically. It can begin by applying for too many cards or loans in a short period of time or by missing a payment. As well the credit bureau rating can be damaged by merely using up the credit limit and not paying it off in a timely fashion. Experts point out consumers with the highest credit rating only use about 10% of their available credit. As well, parents who have co-signed a credit card account should also monitor the card use carefully as a parent’s score could suffer if the student goes overboard and maxes out the card. When obtaining credit students should be aware of the following. Firstly, check the options available at more than just one institution to obtain the best service possible. Secondly, be aware of 0% introductory interest rates as they often expire and the new rate may be at 19% or higher. Finally, pay bills on time and pay more than the minimum required and watch how much you have charged on the card

Business and Personal

by John Moran

in relation to the overall limit. Another area that has caused many students to have their credit damaged relates to their residence. Many students move away from a rented house off campus and no one pays the bills. Telephone or utility bills end up with collection agencies and the student with the name on the bill gets dinged on his\her credit score. The cure–be diligent and follow up on all monthly bills and ensure the accounts are fully paid before leaving. Credit worthiness is a very important statistic in one’s life both while at school and especially

when entering the working world. Whether requesting finance for a car loan, a mortgage on that first home or even a department store credit card, your credit score will be a significant factor in being successful. Be aware of the value of credit and check on your rating periodically to ensure no entries have been made incorrectly. Get professional advice if needed but protect that score–it will be worth it! John M. Moran BA., EPC., ICIA, Lyon Financial Services Inc. jmoran@lyonfinancial.ca 519-766-0001

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IAAP upcoming event The International Association of Administrative Professionals (IAAP), Grand River Chapter welcomes speaker, Michael Rosenberg (author of Extreme Careers) as he shows how to use techniques and flexible thinking for a more powerful performance. Please join the IAAP, Grand River Chapter at the Cambridge Holiday Inn on October 8, 2013 at 5:30pm for an evening of food, fun and information. For more information, visit www.iaap-grandriver.org, e-mail iaapgrandriver@gmail.com

In our next issue Watch for our October issue of Business Venture with a special feature honouring the 120th anniversary of Family & Children’s Services of Guelph and Wellington County. If you would like information on this special publication email us at venture@golden.net or phone 519 824-1595.

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Pre-arranging one's own funeral is now widely practiced across Canada. Gilbert MacIntyre & Son have been helping individuals and families with funeral prearrangements for almost 80 years. If you would like to make an appointment to discuss prearrangements, please contact us. Or, if you like, you can prearrange your funeral online. You will be asked the same basic questions you would in a one-on-one prearrangement meeting; but within the "comfort" of your own lifestyle. Our experience in dealing with prearranging funerals has lead to the development of the GILBERT MACINTYRE & SON TRUST PLAN for those who wish to pre-pay their funeral expenses.

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International Student Exchange Program

by Allan Asselin, Superintendent of Education, Wellington Catholic District School Board

children have things in common wherever they live! Sharing cultural norms and traditions become second nature as friendships slowly emerge, and the learning and growing together provides practical real-life and real-time opportunities for all of us to learn and grow together. As our student-exchange program continues to develop, we look forward to planning our own trip to Korea next July, 2014. Sharing our Wellington Catholic tradition of excellence with our friends from Korea is rewarding and exciting, engaging our students and their fami-

lies internationally and across all borders. Through their participation in programs such as this one, our Wellington Catholic students are well-placed to begin their journey living and working successfully in the global marketplace.

ADVERTORIAL

Make it your business to fight the flu by Anna Bartolomucci

In November of 2011, a small group of two Elementary School Principals and two Superintendents of Education journeyed to South Korea with Mr. Ken Ko, the Director of the Peel International Education Alliance, with the purpose of creating a Student Exchange Program. Wellington Catholic District School Board’s Director of Education, Mr. Don Drone, had laid the groundwork for this trip years earlier, when he travelled to Korea in 2010, with the intention to develop a teacher exchange program. Two school boards, 8 000 kilometres away, sharing their gifts of education through a teacher-exchange program, was hugely successful, and the dream of creating a student exchange program was born. An idea that began with the intention of sharing our gifts of education through a teacher-exchange program, evolved into a program that hosted six students and two teachers

in January 2013 to this January 2014, hosting 36 students, two teachers and a Vice-Principal with the Wellington Catholic Board. Divided between three elementary schools, St. Ignatius of Loyola, St. Paul and St. Francis of Assisi, the students and their chaperones will be billeted with sponsor families for three weeks, immersing themselves in our schools and our city and becoming fully participating members of our learning communities. English proficiency language training, tours of the city of Guelph and the University, exciting Guelph Storm hockey games and trips to Toronto and Niagara Falls are highlights of the trip for our visiting students. Participating in classroom lessons and being engaged in the daily life of our schools is also extremely important for our visitors and our own Guelph students, who get along wonderfully with each other. After all, in today’s global world, our

Influenza affects employers and businesses every year, causing increased absenteeism and health care costs, as well as decreased productivity. At WellServe, planning for this year’s influenza workplace clinics is well underway! There is a possibility that we may roll out the program a month earlier this year so if you are interested in hosting a workplace on-site flu clinic, contact me at your earliest convenience so that I may register your company. It’s that easy! Once the Ministry of Health announces the flu vaccine release and availability date, typically in September, you will receive a phone call from WellServe to set up your clinic date and time. After this is established you will receive a comprehensive confirmation package/toolkit which will include: • a detailed workplace clinic information letter, • flu and vaccine information sheet,

• letter of agreement, • posters about the importance of flu vaccination for posting in break rooms, cafeterias, and other high traffic areas, or on digital screens • promotional posters/flyers to advertise the date and time of the clinic, also for posting in high traffic areas, or digital screens • sign-up sheets Centres for Disease Control and Prevention recommend a yearly flu vaccine as the first and most important step in protecting against flu viruses. Even healthy people get the flu, and it can be serious. WellServe and its team of nurses will do everything possible to make your on-site workplace flu clinic run smoothly. Contact Anna Bartolomucci at abartolomucci@wellpoint.ca or call 519-837-3896 EXT 17 or toll free at 1-888-664-4266.

Educating for Life W WellServe ellServe offers off ffe ers a full full suite suite of services services ranging ranging from from Medical Medical Assessment, Assessment, Treatment Treatment and C Case ase M Management, anag gement, tto o P revention and C om mpliance. O ur services services help corporate corporate clients clients bec ome m mor e efficien ofitablle thr ough Prevention Compliance. Our become more efficientt and pr profitable through impr oved employee employee health, attendance attendance and p roductivity. improved productivity. W ith o ver thr ee dec cades of multi-sec tor eexperience xperienc i e in O ccupational Healt th and M edicine, W ellServe has ear ned the With over three decades multi-sector Occupational Health Medicine, WellServe earned trust of the many many companies companies o that ha ve been served. served. and individuals that have

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110112 W oolwich Str eet 110-112 Woolwich Street Guelph, Guel ph, Ontario N1H 3V2 Te el 519-837-3896 5 519-837-19 916 Tel Fax 519-837-1916 To oll Fr F ee 1-888-664-4266 1-888-664-4266 Toll Free

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Lifestyles

Health, Arts & Trends COLOURED JEANS

Sidonio Brombal will retire from his men’s clothing business this fall. Son’s Paul (left) and Marc (right) will take over the ownership of the downtown establishment.

Sidonios–35 years in downtown Guelph by Heather Grummett Sidonio’s for Men celebrates its 35th anniversary this fall. Opening in 1978 on Quebec St., the men’s clothing store continues to be a fixture in downtown Guelph, relocating to the Eaton’s Centre in 1984 until moving to their present day location in 2002 at 128 Wyndham St. N. Owner Sidonio Brombal will retire from the business this fall, passing the ownership over to his sons Marc and Paul Brombal, who have both worked in the store for over 20 years. An anniversary open house will celebrate his career on Thursday, October 3 from 9:30am to 8:00pm. Also on that day, the Brombal’s will celebrate the launch of their new private clothing label. The new line, Christian Paul by Sidonio’s, offers Canadian made shirts, ties, sports jackets and suits. Hand picked products, unique to the downtown store, will include a modern contemporary line with narrower ties and trim suits suitable for men of all ages. “Thank you to all our long serving customers who have made this anniversary possible,” says Paul Brombal. “We look forward to being in the downtown for many more years to come.” With brands including Coppley, Jack Victor, Hugo Boss and Alberto pants, Sidonio’s for Men is a one-stop shop for tailored dress to casual wear.

SEPTEMBER 2013 page 9

VENTURE GUELPH PUBLICATIONS LTD. Business Venture 20 years in 2013!

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(519) 836 5077 Downtown Guelph www.sidoniosformen.com

Golf tournament helps to heal local children Employer of Distinction Awards by Heather Grummett Stone Road Mall recently presented a cheque to Paediatrics of Guelph General Hospital from the proceeds of their first Annual Children’s Charity Golf Tournament. Pictured left to right are: Andrew Anderson, Foundation Chair Guelph General Hospital; Tony Stapley, General Manager, Stone Road Mall; Janet Trowbridge, Guelph General Hospital; and Christina Magee, Marketing Manager, Stone Road Mall

Stone Road Mall recently hosted their first Annual Children’s Charity Golf Tournament at Victoria Park East. In support of Paediatrics of Guelph General Hospital, the tournament raised $7,000. Stone Road Mall has worked with the Foundation of Guelph General Hospital in the past through fundraiser events such as the Black Tie Bingo, and looked to the hospital when discussing plans for a tournament. “We were very specific on where we wanted the funds to go and it was well received by everyone at Stone Road Mall and the Guelph General,” said Christina Magee, Marketing Manager for Stone Road Mall. “We wanted to focus on the local children who are being cared for in our own community, to help them and their parents.” Magee hopes to brand the golf tournament, making it an annual event that people will remember and look forward to. The tournament included door prizes and raffles, plus participants had the chance to purchase a teddy bear outfitted in a Healing Hugs tshirt, which will be distributed to young chil-

dren who are admitted to the hospital. “The money raised will be used to purchase capital equipment such as phototherapy lights for babies with jaundice, replacement cribs and vital sign monitors,” said Janet Trowbridge, Director Inpatient Services and Paediatrics. The admissions vary but Guelph General sees approximately 650 to 700 children per year. The most common reasons for admission are respiratory illnesses including pneumonia and asthma, gastroenteritis, diabetes, epilepsy, and appendicitis. Stone Road Mall would like thank the local businesses that donated time and prizes to the event and gratitude to the tier level sponsors and hole sponsors. Gold Sponsors were Corwhin Tool and Manufacturing Ltd., Stokoe Communications, Brees Communications, Pattison One Stop, and CIBC. The Silver Sponsor was Delta Guelph Hotel and Conference Centre. Hole Sponsors included Cox Construction, GDI Services, Spira Fire Protection, CD Sonter Environmental Consultants, and Daoust Vukovich.

Human Resources Professionals Association Guelph and District Chapter

The Guelph & District Human Resources Professionals Association (GDHRPA) is proud to announce the recipients of its fourth annual Employer of Distinction Awards. The Awards recognize local companies for being outstanding employers who shape organizational excellence and raise awareness of the Human Resources Profession through their organizations’ success. The GDHRPA is pleased to recognize Nestle Waters Canada as the 2013 Employer of Distinction in the large employer category with over 200 employees and Guelph Ceramic Decor as the 2013 Employer of Distinction in the small employer category with less than 200 employees. Both organizations are commended for their person-centered approach, and fostering environments that encourage employee health and wellness, communication, flexibility and support resulting in an engaged workforce that has allowed these organizations to achieve significant success in their operational and organizational goals. The Awards were presented during the GDHRPA’s June chapter event held at the Delta Guelph Hotel and Conference Center. Nestle Waters and Ceramic Decor received awards to display at their workplaces, as well as the right to promote themselves as an Employer of Distinction for the year 2013. The recognition of being an Employer of Distinction gives employers the opportunity to share their initiatives and success stories with other local business professionals, while showcasing that they are great places to work.

The Guelph & District Human Resources Professionals Association was established in 1953 to promote the value of people in achieving the business goals that result in organizational success. It provides resources and education to Human Resources Professionals within the Guelph community and surrounding areas. Pictured below (top): Glenna Banda on behalf of the Children’s Foundation of Guelph-Wellington and GDHRPA President Stefanie Bradley.

Pictured below: Nestle Waters Canada was recognized in the large employer category. Pictured Left to right: Stefanie Bradley, GDHRPA President; Eman Refaeh and Greg Chorpitta from Nestle Waters Canada; Crystal Dunlop, GDHRPA Public Relations Director; and Sandra Cassarin, GDHRPA committee member.

Congratulations! The Guelph & District Human Resources Professionals Association is proud to recognize and congratulate the recipients of the 2013 Employer of Distinction Awards:

Nestle Waters Canada

Guelph Ceramic Decor

(over 200 employees)

(under 200 employees)

Employer of Distinction

We sincerely thank all the nominees. Visit www.gdhrpa.ca for information on the

THANK YOU

GUELPH!!! This year’s RIBFEST was another huge success because of you. Attendance of over 50,000 people over 3 great days of great weather helped raise a significant amount of money to be donated back to our community. Special thanks to our sponsors and our volunteers for their generous support and time spent making RIBFEST “happen” once again. We look forward to seeing you all once again next year!

ROTARY CLUB OF GUELPH TRILLIUM SEPTEMBER 2013 page 10

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16th Annual Rotary Ribfest The Rotary Club of Guelph-Trillium held another successful Ribfest event at Riverside Park. Thousands attended the annual three-day festival, which features rib vendors from across North America. Each year the proceeds from Ribfest support a variety of charities that apply to the club for assistance. Funds are raised through donations at the gate, a participation fee from ribbers and vendors, and proceeds from the Bavarian Garden. Support from many corporate sponsors also contributes to the success of the event. To date the community festival has raised in excess of $750,000.

New name for Falcon Innovation Group Falcon Innovation Group has recently changed its name to Insignis Design Inc. Over the past few years, the local company’s core focus has shifted from general marketing to brand communications specializing in website creation and print design. The new name reflects this design side of the business. This shift coincided with the gentle departure of Brent Barr, initially from day to day operations and recently culminating with his formal resignation from the company. Brent is now pursuing several special projects and continues to teach at Wilfrid Laurier and Ryerson Universities. The local business continues to offer customers excellence in website design, print creative and customer service. For more information visit the new website at www.insignisdesign.ca

The Macquarie 'Pitch It' Grand Finale More than 70 enthusiastic attendees packed the Guelph Youth Music Centre in June to cheer for six new companies hoping to be crowned the Macquarie ‘PITCH IT’ winner. Cash and prizes were awarded to the top three finalists who pitched their companies to a panel of judges made up of investors, industry leaders and entrepreneurs. First place went to Philippe Roireau of Zpirit Foods Inc., a beverage company whose product, Zpirit–Infuzed H2O, is the first herbal water infusion with fruit floats. Second place was awarded to Jason Cassidy of Shinydocs, a social docu-

ment editing technology company. Their product lets customer’s create documents collaboratively with team members, tracking progress and tasks through a social media-like, secure online service. Third prize went to Andrew Morris and Londa Daniel of Live Kombucha. Their product, Kombucha, is a fermented tea beverage that is a new popular, health food drink originally from China. It is made by the fermentation of yeast culture in a mixture of sugar, tea, and fruit juice. Innovation Guelph helps support new companies across Guelph-

Wellington’s key sectors: ICT, manufacturing, agri-tech & food, bio-tech, clean-tech, social innovation, health & wellness, and more. Congratulations to all the contestants for their hard work and to all of the MacQuarie ‘Pitch It’ sponsors: Macquarie Private Wealth, Miller Thomson, Albion Hotel, Best Seminars, Downtown Guelph, Guelph Chamber of Commerce, Guelph Youth Music Centre, Handonawhiteboard, Intrigue Media, Nurse Next Door, NP Photography, Sleeman Brewery, The Letter M, Venture Guelph Publications Ltd., and Wellington Brewery.

Local businesses support Food and Friends with Back to School Breakfast As the youngsters go back to school, we’re forced to come face-to-face with the fact that too many children go to school hungry. Thankfully, our generous com-

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VENTURE GUELPH PUBLICATIONS LTD. Business Venture 20 years in 2013!

Saturday, September 14th The Golden Griddle in Guelph will be donating $3 per breakfast buffet plate from 8 am to 2 pm to Food and Friends programs in Guelph. Funds raised from this event will help to provide 4575 hungry students with healthy meals. Sunday, September 15th Mochaberry Café in Orangeville will be donating 10% of their coffee proceeds from 9am to 5pm. Friday, September 27th The Gorge Country Kitchen in Elora will be giving 10% of breakfast and lunch proceeds to the Food and Friends program. So go on in, say hi to John and the gang, and know that your breakfast will help to feed hungry kids in Wellington County!

The Children’s Foundation of Guelph and Wellington believes that every child has the right to go to school well nourished and ready to learn. The Food and Friends Program achieves this goal by supporting 89 student nutrition programs within Guelph, Wellington, and Dufferin Counties. In the current school year, over 12,000 students will be provided with snacks, breakfast and lunches.

SEPTEMBER 2013 page 12

VENTURE GUELPH PUBLICATIONS LTD. Business Venture 20 years in 2013!

Real Estate

New Homes, Residential & Commercial

Granite Homes is excited to announce their newest Guelph Community–Arkell Lofts. This unique urban style community offers sleek, contemporary loft-style living in Guelph’s South End. There are only 32 residences available in this exciting new development being built on Arkell Road just East of Gordon Street. The exterior consists of a stunning mix of glass, natural limestone, treated wood and extensive landscaping. All of this combined together creates an urban style living in a rapidly developing area of Guelph. Granite Homes worked closely with award winning Altius Architects (www.Altius.net), recognized for clean contemporary designs and environmentally friendly practices. Together they have created a community that is unique, modern and very different from anything that has been constructed in Guelph to date. These architecturally stunning, unconventional units fan out allowing sunlight to penetrate the spaces between buildings creating a very distinctive street-scape on Arkell Road and within the development. Large overhangs and recessed windows combined with passive solar design ensure shading in the summer months while maximizing light in the winter. Arkell Lofts will feature three distinct styles of units ranging in size from 1160 to 1710 square feet. Thoughtfully designed Bungalow and two-level layouts include expansive open-concept, socially minded main living spaces with practical bedrooms and luxurious washrooms and ensuites. Two-bedroom,

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artist rendering

Arkell Lofts–luxurious and affordable loft style condominiums

Three-bedroom and Two-bedroom + den plans are available boasting 9’ ceilings, huge gourmet kitchens with granite counters where friends and family can gather, modern trim and finishing details as well as private balconies and terraces. The top two floors of the buildings are linked together with a “bridge” connecting neighbouring buildings allowing pedestrian traffic to flow underneath. From the onset, this project has been thoughtfully planned. During the approval

process use of the land was donated to local organizations to grow organic produce for local consumption at restaurants, food banks and sold at the Guelph Farmer’s Market. The original property had a single house on it, which will be demolished as part of the development. Prior to demolition, Granite Homes donated the house to the local Fire Department and Police Department to be used for training exercises. Anything that could be recycled from the house was donated to Habitat for Humanity. Even the mulch

created from clearing the site was used to create trails. With prices starting in the low 300’s and condominium fees averaging approximately $200/month this is the perfect opportunity to enjoy a carefree, unique and affordable lifestyle. This project is fully approved and site construction will begin this fall. Occupancy as early as Summer 2014! REGISTER TODAY at GraniteHomes.ca for more information on these contemporary, luxurious and affordable loft style condominiums.

LUXURY Condo CONTEMPORARY unique from THE

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Business to Business Moments of truth

Celebrating the principles of co-operation

Held every October, Co-op Week is an annual opportunity for Canadian co-operative and credit union members to celebrate the fact that they have collectively helped to build this country and to recognize their continuing contributions at home and abroad. A co-operative, or co-op, is an organization that is owned by its members. Co-ops are formed when a group of individuals come together to meet a common need. Co-ops offer almost any type of product or service imaginable and can operate either on a notfor-profit or for-profit basis. A co-operative operates on a democratic system that specifies â&#x20AC;&#x153;one member, one voteâ&#x20AC;?. Co-ops around the world are organized according to the seven principles of co-operation: â&#x20AC;˘ Voluntary and open membership â&#x20AC;˘ Democratic member control â&#x20AC;˘ Member economic participation â&#x20AC;˘ Autonomy and independence â&#x20AC;˘ Education, training and information â&#x20AC;˘ Co-operation among co-operatives â&#x20AC;˘ Concern for community These principles were first developed in 1844 by the Richdale Pioneers and were modified slightly and adopted as part of the Statement of Co-operative identity by the International Co-operative Alliance in 1995. Last year nearly 1 billion people in 100 countries around the world celebrated the United Nations' International Year of Co-operatives, using the universal theme of Co-operative Enterprises Build a Better World. IYC 2012 was leveraged to celebrate, develop, and promote co-ops around the worldâ&#x20AC;&#x201C;and especially in our communities. Since 1959, the UN has designated International Years in order to draw attention to major issues and to encourage international action to address concerns which have global importance. There are over 1300 co-operatives, credit unions and caisse populaires incorporated and operating Ontario, with 1900 locations in 400 communities. Ontario co-ops employ and provide benefits to 15,500 peopleâ&#x20AC;&#x201C;greater than the total number of Ontarians employed in the production of goods. In Guelph 45 co-operatives and credit unions work to help make Guelph a strong community. The 3013 Co-op Week Conference and Celebration will be held Wednesday, October 16, from 10:00 am - 5:30 pm in Milton.Visit www.ontario.coop for more information.

Profiles, Technology, Legal, News & Announcements by Tony Roy

While we would like to think that our service to our customers is always perfect, the truth is that sometimes things do go wrong. Regardless of why this happened, this becomes your Moment of Truth. In general people understand that the true nature and beliefs of people will be seen only under stress. It is easy to mouth platitudes etc when things are going along smoothly however when a true pressure situation occurs, as in an unhappy customer, what side of you and your business do they see? Are you blaming, looking for a scapegoat or trying to save a few pennies? Or are you stepping up to the plate and not only resolving the situation but also doing something unexpected that turns the negative to a positive WOW experience. For example, I once had a small issue at a

Golf Courseâ&#x20AC;&#x201C;a cart ran out of power halfway through the round. The response of the management was: â&#x20AC;˘ They got someone out to me right away with a replacement cart and apologized (minimum you would expect). â&#x20AC;˘ Then when we finished the round, they gave me a coupon for four free green fees with carts â&#x20AC;&#x201C; perceived value by me was $250 and totally unexpected! Their true cost was effectively $0 (unless at capacity what does it cost to have four more people on the course) and in addition when we returned we spent money at the Pro Shop, the Canteen after 9 holes and the 19th hole after the round! This occurred over five years ago and I still talk about itâ&#x20AC;&#x201C; the course was Sawmill Creek near Sarnia.

Can employees really change their behaviours? Yes, but you canâ&#x20AC;&#x2122;t change it for them. No employee will truly change their behaviour unless they see how the change will benefit them. In the absence of a meaningful personal benefit most changes in behaviour will be temporary at best. When unwanted behaviours creep back into the workplace leaders are frustrated, employees become more disengaged, and the organizationâ&#x20AC;&#x2122;s productivity diminishes. A â&#x20AC;&#x153;lose/loseâ&#x20AC;? one might say. Leaders must understand that they cannot change an employeeâ&#x20AC;&#x2122;s behaviour. Only the employee can change their behaviour. Leaders can only facilitate the process. An employee will buy-in to the change they help shape and create. Prepare your approach by first identifying the employeeâ&#x20AC;&#x2122;s goals, successes, and contributing strengths. Integrate these into the discussion to help shape the desired outcome. Encourage using these strengths to facilitate the change. Identify the required behaviour, communicate it clearly, and begin working in partnership with the employee to identify the benefits to him or her. In clear simple language communicate the specific and required change. Ask openended questions that provoke the employee to think about the benefits. â&#x20AC;&#x153;How might you benefit from this?â&#x20AC;? Be prepared with your â&#x20AC;&#x153;employee benefits listâ&#x20AC;?. Consider the employeeâ&#x20AC;&#x2122;s career path, current goals and

the consequences to both the employee and the organization if not successful. Donâ&#x20AC;&#x2122;t be afraid to discuss consequences. Start by asking â&#x20AC;&#x153;What might be the consequences if not successful?â&#x20AC;? Identify tools or training that may be required. Ask specific questions. â&#x20AC;&#x153;Do you have all the tools needed to be successful?â&#x20AC;? Use their strengths. â&#x20AC;&#x153;Weâ&#x20AC;&#x2122;ve agreed that one of your key strengths is organization, how might you tap into this strength to be successful?â&#x20AC;? Consider objections and challenges that may arise and communicate what steps are to be taken to address these. Measure progress with real data and facts. Agree upon measurement tools. If the employee cannot be fairly measured you risk complete failure. When measurement is less â&#x20AC;&#x153;scientificâ&#x20AC;?, work together to create benchmarks. Ask â&#x20AC;&#x153;How will we monitor and measure your success?â&#x20AC;? Timelines are essential and need to be communicated by you to the employee. Suggested dialogue: â&#x20AC;&#x153;Your success is essential to your development and our overall success. I believe that we should meetâ&#x20AC;Ś and complete the transition byâ&#x20AC;Śâ&#x20AC;? Be flexible, consider the feedback and adapt timelines if suitable. Evaluate within timelines and measurements agreed-upon. Determine what went wrong, what went well, and agree on corrective action. Be supportive, donâ&#x20AC;&#x2122;t harbour anger, and deal with issues in the moment. Above all, remember that only an

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How did you handle your last Moment of Truth? Would your customer be talking positively about your response five years later and referring your name? Experience has shown that generally people donâ&#x20AC;&#x2122;t always remember what went wrong but always remember how the issue was handled. You should have your procedures in place as to how you will handle your Moments of Truth before they happen. How can you turn the negative into a positive WOW experience? Make sure your staff is trained on the procedures and understand how to handle these Moments of Truth. Tony Roy is a Certified Business Coach for ActionCOACH. He can be contacted at 519-729-0033 or tonyroy@actioncoach.com

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Visit guelphhydro.saveonenergy.ca for more information or contact us at: Tel: 519-822-3017 Fax: 519-822-0960 Email: retrofit@guelphhydro.com Subject to additional terms and conditions found at saveonenergy.ca. Subject to change without notice. Funded by the Ontario Power Authority and offered by Guelph Hydro Electric Systems Inc. A mark of the Province of Ontario protected under Canadian trademark law. Used under sublicence. OMOfficial Mark of the Ontario Power Authority. Used under licence. SEPTEMBER 2013 page 16

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