IMG May 2016 Newsletter by Deliverabilities

NEWS ISSUE 19/ MAY 2016

Standard the Standard Setting the Setting

Ambassatours Gray Line FEATURE IMG COMPANY

DRIVER FATIGUE

ARE YOU IMPACTED Employee benefits are the new salary 8 FMCSA Rulemaking

Myths Debunked

FMCSA Reminds Medical Examiners and Commercial Motor Vehicle Drivers that Revised Driver Examination Forms Must Be Used Beginning April 20, 2016

WHY WE MARKET/

I am writing this month’s column from the back seat of an H345 coach headed from...

8 FMCSA RULEMAKING MYTHS DEBUNKED/ For years, the Federal Motor Carrier Safety Administration (FMCSA) has been researching...

FMCSA REMINDS MEDICAL EXAMINERS AND COMMERCIAL MOTOR VEHICLE DRIVERS THAT REVISED DRIVER EXAMINATION FORMS MUST BE USED BEGINNING APRIL 20, 2016/ The Federal Motor Carrier Safety Administration (FMCSA) reminds Medical Examiners...

TOP PHOTOSHOP ALTERNATIVES FOR DIGITAL DESIGN WORK/

Digital design offers more career opportunities with each passing decade and more...

TOURISM BUSINESS OBJECTS TO CITY PROPOSAL ON TOUR BUS SAFETY/

SOME SMALL BUSINESS WEBSITES ARE STILL NOT MOBILE/

The use of mobile phones is still growing, and more than half of US small businesses...

EMPLOYEE BENEFITS ARE THE NEW SALARY/

A city proposal that would require tour buses and shuttles to follow recent limitations...

In lieu of higher salaries, employers are offering plusher benefits packages to attract...

5 TIPS TO IMPROVE NONVERBAL COMMUNICATION AT MEETINGS/

LESSONS FROM A PANCAKE HOUSE/

Assertive communication is important for successful business relationships,...

I love eating breakfast at The Original Pancake House down the street from my house...

PAY ATTENTION TO THESE SALES DEVELOPMENT KPIS THAT AREN’T NUMBER-DRIVEN/

There are lots of ways to measure performance of your sales and sales development...

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IMG Feature Company

Ambassatours Gray Line LAND & WATER MERGE TO CREATE ONE OF CANADA’S LARGEST AND MOST DIVERSE TOUR COMPANIES

Some people say it’s a coincidence that, 33 years ago, two dynamic and innovative entrepreneurs startedtourism companies on the undeveloped harbourfront in Halifax, Nova Scotia, on the east coast of Canada. One was a young fellow in his 20s with a rental van, a charming smile and a passion for touring; the other a middle-aged sea captain, who had sailed the world with his family aboard a tall ship, the legacy of which he was keen to share by offering tall ship tours to visitors of this seafaring coastal province. Both businessmen settled on the Halifax waterfront, both saw opportunity, and both were instrumental in launching authentic, enduring visitor experiences on the then ‘potentially appealing’ harbour front. Fast forward 33 years to 2016: tourism is booming on thebeautifully developed Halifax harbour front, with its 3 km (1.8 mile) public boardwalk edged with restaurants, museums, pubs, parks and shops. And those two original tour companies, Ambassatours Gray Line and Murphy’s The Cable Wharf, are not

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only thrivingbut have recently merged to become one of Canada’s largest and most diverse sightseeing tour companies. “The opportunity to blend our two companies was an irresistible idea to us,” noted Dennis Campbell, CEO of Ambassatours Gray Line (and the original young fellow with the van!), “Murphy’s original family members were ready to retireand, once we realized that our legacies of creating and delivery outstanding experiences harmonized well, we knew that together we could generate more opportunities.” As part of the merger, the combined company also secured Jeff Farwell, Murphy’s young leadingedge partner who had recently lead several major improvements to the water tour company. Jeff transitioned smoothly to his presentrole as President and a key member the senior management team. The merger enabled Ambassatours Gray Line (the “Company with the Kilts”) to add significant capacity

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to its operation. In addition to itsfleet of 80 coaches, mini-coaches and antique Routemasterdouble decker buses, the company acquired Murphy’s 400seat waterfront restaurant, fivethemed gift shops and seven different types of vessels (including tall ships, amphibious vehicles,authentic Cape Islanders, Mississippi-style paddlewheeler and a life-sized themed tugboat (from the popular Canadian TV series: Theodore Tugboat). Ambassatours and Murphy’s have just concluded their first full year under one company umbrella, with positive results. “We’ve spent this first year adjusting to each other’s strengths and to our huge potential as a collective,”said Jeff Farwell, “There is certainly no shortage of opportunity, and our team is whollyengaged in realizing the full potential of this merger.” In total, there are now 450 staff in the merged company in a number ofdiverse positions: marine and bus mechanics, restaurant servers, tour guides, retail and reservation staff, drivers, vesselcaptains, cooks, dispatchers, trainers, cruise coordinators, sales associates and administrative staff. “We have an energetic and flexible staff who now deliver a wide variety of guest experiences,” observed Dennis Campbell, “We’re very proud to be contributing to the vitality of the transportation and travel industry on Canada’s east coast.” Ambassatours Gray Line has been a proud IMG member since the mid-90s. In March, 2016, the company hosted IMG’s Focus 25 sales meetings. During their visit, IMG delegates experienced an Ambassatours coach tour to Peggy’s Cove lighthouse and enjoyed a memorable lobster dinner at Murphy’s restaurant. The company is charging into its second full year of operations with the acquisition of new vessels, and the construction of its multi-million dollar 9-bay service centre and corporate headquarters. It’s been a great ride from a single bus and boat, and the journey continues!

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Mississippi Gulf Coast

When you visit the Mississippi Gulf Coast, you’ll find that southern hospitality isn’t just a stereotype, it’s a way of life. Groups can experience the perfect blend of history, arts, culture and dining together, or members can find the perfect individual option through a variety of offerings, from golfing at one of 19 championship courses to chartering a world-class fishing trip or even through renting a paddle board for the afternoon. To satisfy your craving for authentic southern cuisine, indulge at a famous dive, an award-winning BBQ joint or a quaint local seafood spot, all perfect for groups. Visit one of 12 exciting casino resorts, featuring 24hour gaming and entertainment. So spend a few days – or even a week – discovering your new favorite getaway. Plan a ride on a Biloxi Schooner, offering a unique form of relaxation for groups of all sizes during a sailing trip on the Mississippi Sound. Get a little more adventurous with an airboat tour, gators included, or even take a trip on a Shrimping Trip excursion to learn more about the Mississippi Gulf Coast seafood industry. If the group wants to take a deeper dive, the Maritime & Seafood Industry Museum offers group packages with handson demonstrations and lunch. Immerse in nature with tours of Gulf Islands National Seashore, the Pascagoula River Audubon Center, and the Sandhill Crane Wildlife Refuge. Rent a

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kayak, canoe, pontoon boat or paddle board and get unparalleled views of birds, animals and reptiles. Take a unique art class at Ohr-O’Keefe Museum of Art or at the Walter Anderson Museum of Art, or learn to cook like a true chef during a hands-on culinary experience at Lynn Meadows Discovery Center or Mary C. O’Keefe Cultural Center of Arts and Education. In fact, if culinary is the first checkbox on your list, the Mississippi Gulf Coast has you covered! From hosting a shrimp boil for your group to exploring some of the most iconic restaurants throughout the area, you’ll never find a shortage of amazing food. For example, the entire group can enjoy an olive oil and vinegar tasting/pairing at Gulf Coast Olive Oils and Vinegars. Find more inspiration now by visiting eatmscoast. com! Special events take place year-round for groups large and small, including Mardi Gras, the Mississippi Gulf Coast Spring Pilgrimage, Cruisin’ the Coast (“America’s Largest Block Party”), and the Peter Anderson Arts & Crafts Festival. Plan a tour of one of the region’s breweries to learn more about local flavor and taste test your favorite new brew. Our team is ready to help you plan the perfect itinerary for your group! With a rich history, dynamic culture, incredible seafood and more, your group will never forget a trip to the Mississippi Gulf Coast.

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Driver Fatigue- How Badly Is I

Driver fatigue is far more serious than the obvious danger of falling asleep at the wheel. While major accidents, such as Ran-Off-Road or high speed Rear-End crashes can often be attributed to fatigue, it is the near misses or less severe accidents that are also indicators of fatigue. Once a driver is unable to manage the complex, multi-task aspects of driving and loses the ability to make safe driving decisions, it is important to consider fatigue as a root cause. Simply put, tired drivers are at higher risk of making driving mistakes. That frequently can be very costly to you and your company. Getting your customers to their destination safely and as planned is a critical component of your customer service. When a fatigued

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driver is operating your coach, however, there is no telling how serious the driving mistake will be and how it will damage your business. The risk of assigning a tired driver can ultimately result in loss of revenue, increased insurance premiums, possible criminal charges and civil law suits, loss of customers, loss of public confidence and additional administrative costs. As a result, coach operators are wise to recognize driver fatigue as a major safety issue and do all they can do to manage the risk. Fatigue which affects a personâ&#x20AC;&#x2122;s response to everyday activities, occurs due to inadequate rest/sleep, changes in work schedules, stress and excessive physical or

It Impacting Your Company? mental activities. It is clear that the daily pressures of the professional driver, such as keeping schedules, dealing with traffic and managing customers, often contribute to becoming fatigued. While there is a tremendous amount of scientific information describing sleep and fatigue, there are some key elements that every passenger transportation professional should know: • Human performance, including decision-making, thinking, memory and reaction time, all deteriorate when you are tired. • Tired drivers have a higher number of and more expensive accidents.

• Lack of adequate rest can result in “nodding off ” or micro-sleeps lasting 5-10 second. This happens during boring, repetitive activities, such as driving. • Sleep disorders, such as insomnia, sleep apnea and snoring, can seriously disrupt sleep and even, after “being in bed” for 7 hours, the driver will wake up “tired”. • Fatigue-related accidents occur most commonly between 2-6 a.m. and 1-5 p.m. • Most people cannot tell when they are in a fatigued state until it is too late to avoid a problem • Sleep requirements vary with age, i.e. younger drivers appear to manage night driving better than

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older drivers; older drivers manage early morning driving well but have more difficulty in the afternoon. • After being awake for 13 hours, performance ability begins to decline; at 17 hours awake, performance equals a blood-alcohol level of .05; and at 23 hours awake it is comparable to a .08 blood-alcohol level You have the ability to manage this risk and possibly improve your business efficiency as a result. A key element is to train your drivers to recognize that what they do off the job is as important as what they do on the job. Drivers need to understand that you expect them to come to work rested so your schedule can be managed realistically. If they arrive tired due to other work, stress or family issues, your carefully crafted schedule means nothing because the driver will be prone to driving errors. On the other hand, you have a responsibility to put together a schedule that works for your passengers and the driver. The most well-rested driver will make mistakes when trying to accommodate a poorly designed schedule. Here are some scheduling suggestions: • Do not accept reservations or add trips to a schedule without a realistic knowledge of driving schedules. At best, you will keep a customer waiting; at worst, your driver will have an accident. • Consider the impact of split shifts; time of day (and night) and frequent shift changes when assigning drivers. • Avoid scheduling drivers for repeated nights of driving, especially if they have had day assignments as well. • Be aware of high risk driving times - continuous driving between 11p.m. and 7 a.m.; shifts that begin between 8 p.m. and 2 a.m.; irregular daily shift starting times; and finally, any combination of schedules in which driving occurs after 16 hour of wakefulness

• Figure out when the times of the day you are often tired and avoid driving during those times, or at least take a short nap several times during your work day/ night.

Some tips for chauffeurs from other professional drivers for professional drivers::

• Maintain your health and fitness with a healthy diet and regular exercise. Simply taking a walk four

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get eight hours of good sleep every night. • Be careful when taking both prescription and overthe-counter medications. Tell your physician what you do for a living, and ask for the non-drowsy version of all medications. • Let your family know about your schedule and ask for their help and support when it comes to getting needed sleep or taking naps. • Keep your vehicle cool and well ventilated • Avoid using cruise control, especially at night because if you become drowsy the coach will be “driving itself ” if you nod off. • Drink water and eat complex carbohydrate snacks while driving. • Wear a good pair of sunglasses to avoid sun glare. • If you are tired, pull over and conduct a “ safety check” by simply walking around the coach and getting some fresh air. Fatigue is a serious threat to driving safely and requires a carefully planned and executed team effort by management and drivers to effectively address it. Recognizing the risks and taking action to manage them is the best way to reduce the potential for costly fatigue-related crashes. All company employees must understand the importance of proper rest and adequate sleep because it affects every decision they make…especially driving decisions.

times during your shift will increase your fitness and alertness level. • Try to minimize your personal stress and worry; leave your problems at home when you are driving. • Go to bed and get up the same time each day. Try to

No trip is worth risking the safety and well-being of your customers and drivers; only accept trips that can be handled safely, and only dispatch drivers who are well rested and prepared to successfully complete the assignment.

This article was written by Bob Crescenzo, Vice President, Lancer Insurance Company. For additional information see their website at www.lancerinsurance.com

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Why We Market

Why we market

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I am writing this month’s column from the back seat of an H345 coach headed from Boston Airport to Portland, Maine. Yes indeed, I don’t just preach GoMotorcoach... I actually love to GoMotorcoach! As many readers will know, I spend a lot of time traveling---perhaps not as much as other industry friends like Bob Crazenzo from Lancer Insurance, but I spend more than my fair share of time sitting on airplanes. This trip has been especially difficult. For starters, high winds delayed my flights headed to the east coast for over 10 hours, and what was supposed to be a leisurely afternoon arrival found me getting in at 2:30 in the morning. Then, when I was scheduled to leave some days later, a weird winter storm brought air travel to its knees once again. The airports were filled with tired, frustrated, and even downright angry travelers. Planes were boarded only to be emptied multiple times. Departures were delayed 2, 3, or 4 times before they finally began to board. Once aboard the flights, they were turbulent. The end result? What should have been an easy day of travel turned into a disaster! I found myself stuck in the Atlanta airport with no way to leave for another 2 days, so I ended up using a connector service to get me to my final destination. Needless to say, the whole experience caused me to do some research that I thought would be interesting to those of us in the Motorcoach industry. If you are like me, every time you get on an airplane, you find that the seats are just a little smaller than the last time you got on. I have always attributed this to the rich desserts served at the various meetings I attend, but the facts are somewhat more disturbing. Truth is, seats actually have been getting smaller. In

a recent article by Fortune Magazine, they highlighted the fact that, since the 1970s to today, legroom has shrunk from 35 inches to a paltry 31 inches. Meanwhile, seat width has gone from 18 inches to a mere 16.5. During this same time, airlines have experienced record profits. And, let’s face it: North Americans are not getting smaller than we were in the 70’s. Pair this reality with record numbers of flights that leave completely full and you have a perfect opportunity for the Motorcoach industry. Flying prompts two thoughts in my mind: Is anyone else as uncomfortable as I am? And, I swear this is a great recipe for getting sick. The health risks associated with this crampacked, stuffed-in-a-smaller-seat, can’t-move-my-knees, I-would-lovea-pack-of-peanuts-but-can’t-figureout-how-to-get-them-in-my-mouth flying are very real. Often referred to as “economy class syndrome,” this is no joking matter. Doctors call it “deep vein thrombosis,” and it’s a potentially life threatening blood clot issue caused by sitting for long periods of time with no movement. This has caused advocacy groups to push Congress to make changes. However, in late February, Congress opted to not get involved. The upshot of all of this is simple: flying is uncomfortable at best, and with constantly shrinking seats and a “growing” population, it can be downright dangerous. In contrast, there are a few things I can’t help but notice after a few days on the front lines of “battle airport.” First, the experience of boarding and being on a coach is dramatically superior. What has turned into “security theater” at the airport, where airline employees spend their days on the defense against passengers on

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the verge of air rage, is juxtaposed with a coach that pulls up curb side, a smiling driver emerging, and within just a minute or two, you are pulling away from the curb. Second, load counts are not at 100%. While I know my friends in the line run or per capita business will say, “Yeah, but we’re working on that,” the truth is that most runs don’t fill up on every trip. This leads to a more comfortable ride for everyone involved. The coach I’m riding in is at just over 50% capacity and most people have a seat next to them open. Third (and what I am most thankful for today), the seats simply have more room. They are wider and have more legroom than any plane that I traveled on in the last 2 weeks. Be it a 737 or 767, it doesn’t really matter what plane or airline you choose. Bottom line? If you fly economy, you don’t get the room you have on a Motorcoach. So, where does this leave us? It’s a fact (well, at least according to me) that most people who fly economy or coach dislike the experience. Regardless of airline or equipment, the entire experience, from security to baggage, is disconnected from anything that even resembles customer service---even when things go right. And when things go wrong with weather, delays or mechanical problems...you might as well forget it. This means there’s a traveling public that’s not happy with their main choice of providers. While I will be the first person to admit that I will probably never choose a motorcoach to go from Seattle to Boston (just based on time realities), I will say that, more and more, motorcoach travel is becoming a real part of my searches when I am doing regional travel. But wait, I know. You might say, “You’re different from the average consumer, Chris.” And I can’t argue with that. I go to the UMA expo. I see the equipment, and I know what we have to offer better than most. But. Pain is a great motivator for change---and right now, the airlines have chosen that offering shrinking seats, a petite snack, and a small drink are good for their business. They’ve decided that people are going to deal with it because they continue to look for ways to pack more passengers into every aircraft. One manufacturer recently announced they were considering doing standup

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seating restraints so that they could get significantly more people into existing cabin sizes. Can you even imagine? When I consider these things, I see an enormous opportunity for us to work in our local markets and build solutions that provide options for travelers to skip the hassle and discomfort of flying all together. The answer is to GoMotorcoach…and it’s important for us to share that with the people who travel in our areas! As we look for ways to provide these services, I would counsel you to remember to think outside our traditional pricing model. In this case, we are trying to compete with a service that is being offered, though it’s a service the consumers aren’t happy with. For example, my ticket today cost me $29. A quick search for an airline ticket to do the exact same thing would have cost me over $400 and required that I travel over twice the time, not to mention that I would have had to connect to another airport first. That does not even take into account security, delays or anything else. We offer the traveling public an amazing option when they think in terms of regional travel. Our modern equipment is extraordinary, comfortable and remarkably safe. Most of the time our travel isn’t impacted by high winds or low clouds. Our passengers do not have to stand in security lines for hours, or sometimes find that their bags went to Portland, Oregon instead of Portland, Maine. This is a very real issue in the world today and in many cases, we have the solution. I hope each of us will look at our operations and find ways to provide a service that will allow us to sell more, to more people, for more money, and pitching the comfort, convenience, and ease of motorcoach travel is a great way to do just that!

Article seen on www.motorcoachmarketing.org

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Myths Debunked

8 FMCSA Rulemaking Myt Debunked

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ths

For years, the Federal Motor Carrier Safety Administration (FMCSA) has been researching obstructive sleep apnea (OSA) and its impact on driving a commercial motor vehicle (CMV). The agency searched the scientific literature for evidence, conducted expert panel meetings of sleep specialists, and developed and published reports. FMCSA’s two advisory committees— Medical Review Board (MRB) and the Motor Carrier Safety Advisory Committee (MCSAC)—reviewed the reports, listened to sleep specialists, industry representatives, and drivers, and developed recommendations for FMCSA’s rulemaking and guidance development.1 All of this has been very controversial. The agency’s actions and its positions have been widely misunderstood. Rumors abound. At last, on March 10, 2016, FMCSA took action. FMCSA and the Federal Rail Administration (FRA) jointly published an Advanced Notice of Proposed Rulemaking (ANPRM) on OSA. Entitled “Evaluation of Safety Sensitive Personnel for Moderate-to-Severe Obstructive Sleep Apnea,” the ANPRM presents information about OSA and the steps each agency has taken to research the condition. The ANPRM asks the public to respond to 20 questions covering the prevalence of OSA, the cost of diagnostics and treatment, safety benefits, screening procedures and diagnostics, medical qualifications of providers, and how to measure treatment effectiveness. Once FMCSA/FRA gather and review the information, they will decide whether to develop a regulation on OSA.2 This ANPRM is spurring the spread of more misinformation. To quash

the rumors, people need accurate information and clear explanations of FMCSA’s regulations and guidance on OSA. As the chief of the FMCSA’s Medical Programs Division during the 8 years when FMCSA was researching OSA and the MRB and MCSAC were making their recommendations to the agency, I am intimately familiar with the MRB/ MCSAC recommendations on OSA, the Physical Qualifications regulations, and agency policies and procedures. FMCSA’s Medical Programs Division is responsible for all Physical Qualification regulations. As its chief, I oversaw the division’s research, guided the development of regulations and guidance documents, and oversaw its compliance assistance to the public. The Medical Programs Division staff answer over 2,000 phone calls and 2,000 e-mails each month. With many of the questions related to OSA, we developed a clear understanding of the myths and developed factual responses to debunk them. In addition, the Medical Programs staff was the liaison to the MRB. As Division Chief, I also oversaw the OSA research, the development of the National Registry of Certified Medical Examiners (MEs), the development of the ME certification test, and the development of many other programs. My 18 years’ experience in the federal government—15 of which was with OSHA and FMCSA— gave me in-depth knowledge of the Administrative Procedures Act and the operations of regulatory agencies. I bring this knowledge and experience to you to debunk the 8 most widely held misconceptions and give information on how to effectively participate in the rulemaking process.

Myth 1: The MRB recommendations are

FMCSA requirements.

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Fact: The MRB and the MCSAC are

advisory committees with no power to write regulations or guidance. They make recommendations to the agency. They have made several recommendations, but FMCSA has not adopted them.

Myth

2: Currently, FMCSA requires CMV drivers with a neck circumference of 17 or above and/or a BMI of 35 or above to have a sleep study.

Fact: The neck circumference and

BMI numbers are recommendations from MCSAC/MRB, but FMCSA has not taken action on their recommendations. The confusion on this point likely stems in part because the MRB/MCSAC recommendations are published on the FMCSA’s webpage to ensure transparency. But until and unless the FMCSA formally adopts the recommendations, which would be indicated by their publication in the Federal Register, they are NOT requirements or even “FMCSA guidance.”

Myth 3: Drivers diagnosed with

OSA and using a CPAP must have a follow-up sleep study.

Fact: Follow-up sleep studies are

included in the MRB/MCSAC recommendations but not in the FMCSA regulations or Advisory Criteria. As such, follow-up studies are not required by FMCSA.

Myth 4: Drivers must have a CPAP that provides usage recording.

Fact: FMCSA does not require any

specific treatment or equipment in its regulations and Advisory Criteria.

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This may be a standard of practice in the medical community, but it isn’t an FMCSA requirement.

Myth 5: The agency’s ANPRM on

OSA immediately requires CMV drivers to have sleep studies, if they exhibit risk factors for OSA.

Fact: An ANPRM is a very early

exploration of rulemaking, not a final rule. The purpose of an ANPRM is to notify the public that the agency(ies) are considering a rulemaking and are requesting information to utilize in their deliberations. ANPRMs ask the public for more data and usually request responses to specific questions.

Myth 6: FMCSA arbitrarily establishes rules on OSA without listening to the public. Fact: As all federal regulatory

agencies, FMCSA is required to follow the Administrative Procedures Act. This act mandates that the agency publish its intentions in the Federal Register and give ample time for the public to comment on the proposed regulation. The agency must follow specific steps before issuing a regulation: 1) the ANPRM (optional); 2) a Notice of Proposed Rulemaking (NPRM) based on the information gathered from the optional ANPRM and other documents; and 3) the final rule based on the NPRM and its public comments.3 The whole process, from ANPRM to final rule, usually takes 4 to 6 years. Through June 8, 2016, FMCSA is asking the public to participate to help write an evidence-based regulation (www.federalregister.gov/

articles/2016/03/10/2016-05396/ evaluation-of-safety-sensitivepersonnel-for-moderate-tosevere-obstructive-sleep-apnea). Responding with statements of fact and research data is the most helpful to the agency’s deliberations. Merely professing like or dislike does not add value. Responding with signed template letters written by an organization is not helpful to the agency either. The rulemaking process is not a popularity contest. It is a gathering of scientific and economic data to help the agency ensure it is addressing public safety needs without undue burden on the regulated community. After the ANPRM, the next step for public participation will be the Notice of Proposed Rulemaking. The NPRM defines the actions the agency intends to take, includes the actual proposed provisions and the agency’s rationale for each, and asks for public comment. However, if the agencies decide not to proceed with the regulation, the next step could be a published notice of the agencies’ decision to withdraw the rulemaking. It is important for people to participate in the ANPRM public comment. Otherwise, the agency lacks information for decisionmaking. When the NPRM is published, if no one comments, the agency must publish a final rule based on what the agency wrote in the NPRM. The provisions presented in the NPRM become the final rule unless the public comments on them or unless the agency resubmits a new NPRM that changes the proposed rule’s provisions.

Myth 7: FMCSA does not have any regulations or guidance on OSA. Fact: FMCSA regulation 49 CFR

391.41(b)(5) states, “(b) A person is physically qualified to drive a commercial motor vehicle if that person . . . (5) Has no established medical history or clinical diagnosis of a respiratory dysfunction likely to interfere with his/her ability to control and drive a commercial motor vehicle safely.”4 As a respiratory dysfunction, OSA is covered by this rule. The rule, written very broadly, does not include criteria, diagnostic testing, or treatment regimen. FMCSA guidance is its Advisory Criteria, published as part of the Medical Examination Report form in 2000. Remaining unchanged since that time, OSA is specifically mentioned, “3.There are many conditions that interfere with oxygen exchange and may result in incapacitation, including emphysema, chronic asthma, [. . . ] sleep apnea. If the medical examiner detects a respiratory dysfunction, that in any way is likely to interfere with the driver’s ability to safely control and drive a commercial motor vehicle, the driver must be referred to a specialist for further evaluation and therapy.”5 The Advisory Criteria do not specify the type of evaluation studies or treatments.

Myth 8: Since FMCSA has no

specific rule or guidance on OSA, medical examiners (MEs) may not require a sleep study, CPAP usage, or recording of the CPAP usage.

Fact: The agency does not list specific

criteria for diagnosis and treatment of OSA. But FMCSA gives MEs authority to make determinations and decisions based on their medical knowledge, the results of the driver’s physical examination, and the current medical standards of practice. As mentioned above, the FMCSA’s Advisory Criteria direct the ME to refer the CMV driver to a specialist if a respiratory dysfunction is detected. FMCSA expects the ME to gather additional information to ensure that the driver can safely operate a CMV. The ME must clearly understand and explain to the driver that the tests he/she is requiring are not FMCSA requirements. Since the driver’s livelihood is involved in the ME’s decision, the ME should make practical recommendations considering the driver’s financial situation and lost work time. If the driver can be effectively diagnosed and treated with less expensive modalities, those should be used.

Key Takeaways In summary, FMCSA dos not require specific diagnostic testing/treatment, but the agency permits the ME to use medical best practices to govern his/her decisions. This nuance is very confusing for drivers, MEs, and carriers. Lack of specific requirements for OSA results in inconsistent qualification decisions. So, FRA and FMCSA are taking responsible steps to ensure they gather information to determine whether to develop a regulation or guidance. Whatever their decision, it should be based on the most recent

The agency searched the scientific literature for evidence, conducted expert panel meetings of sleep specialists, and developed and published reports. data and information. The best way for the FMCSA to make its decision is to publish an ANPRM (which it published March 10, 2016), ask questions, and obtain recent information from a wide range of people in the regulated community. The best way the public can participate is to obtain accurate information about rulemaking, refrain from spreading rumors, and submit substantive comments to the rulemaking processes.

Article by Elaine Papp seen on www.sleepreviewmag.com

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Revised Driver Examination Forms

FMCSA Reminds Medical E Motor Vehicle Drivers that R Forms Must Be Used Begin The Federal Motor Carrier Safety Administration (FMCSA) reminds Medical Examiners (MEs) and commercial motor vehicle (CMV) drivers that, as of April 20, 2016, certified MEs performing physical examinations of CMV drivers must use the revised versions of the Medical Examination Report (MER) Form (MCSA–5875) and the Medical Examiner’s Certificate (MEC) Form (MCSA–5876). In April 2015, FMCSA published the Medical Examiner’s Certification Integration final rule, designed to facilitate the electronic transmission of MEC information from FMCSA’s National Registry to the State Driver’s Licensing Agencies, and required the use of revised MER and MEC forms. In December 2015, FMCSA announced a 120-day grace period – from December 22, 2015 through April 20, 2016 – during which MEs may use either the old “substantially in accordance with” versions or the newly revised versions of the MER Form and MEC Form. FMCSA provided a grace period to ensure that MEs had sufficient time to become familiar with the new forms and to program electronic medical records systems. MEs and CMV drivers with questions are directed to contact the FMCSA Medical Programs Division at (202) 366-4001 or FMCSAMedical@dot.govEmail links icon.

Article seen on www.fmcsa.dot.gov

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Examiners and Commercial Revised Driver Examination nning April 20, 2016

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Top Photoshop Alternatives

Top Photoshop Alternatives for Digital Design Work While Adobe is still a major contender in the design software marketplace, these alternate programs may be cheaper and better-suited for your needs. 24 www.greenazine.com

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Digital design offers more career opportunities with each passing decade and more software is being created to meet the demand. For over 25 years Photoshop has been the industry standard for compositing, photo editing, and UI design. But recent years have shown a number of Photoshop alternatives that hit the ground running. While Adobe is still a major contender in the design software marketplace, these alternate programs may be cheaper and better-suited for your needs.

Sketch App Web designers and mobile app designers both share laudatory remarks about the incredible Sketch App for OS X. This program is exclusive to OS X users but it’s a whole lot cheaper than Photoshop, and it’s more direct for UI/UX design. Everything in Sketch can be manipulated as a vector element which makes resizing super easy. Buttons, icons, anything you need to create is like child’s play with Sketch. Plus the community has grown rapidly featuring hundreds of extensions and online tutorials. If you design any type of digital interface I must recommend Sketch as the best possible software for the job. Windows users will not have this option and the Sketch team has no intentions of porting to Windows at this time. But anyone who prefers OS X should at least try the 14-day free trial and see how it goes. Sketch is only $99 for a lifetime license and it makes UI design astoundingly simple. For free tutorials and Sketch-related resources check out these great websites: Sketch App Sources Sketch Hunt Learn Sketch Sketch App Rocks

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GIMP Almost everyone in the design community knows about GIMP and many hold their own opinions toward the program. Although some people criticize the interface for being vastly different than Photoshop, it really is the best 100% free alternative to Photoshop. GIMP runs on all platforms for Windows, OS X, and Linux computers. It can support PSD files for importing content delivered from clients or agencies. It’s basically the open source alternative to Photoshop and although it’s not perfect, it’s certainly usable with practice. The history of GIMP dates back to 1998 when version 1.0 was released. Although the version number hasn’t incremented very far since then, major updates have been applied to the program to keep it relevant to today’s industry. It’s fair to say that GIMP isn’t for everyone. Transitioning from Photoshop to GIMP requires tenacity and patience. But if you have the time and effort it’s a free alternative that will always be free forever. Here are some GIMP learning resources and communities to get you started: GIMP Plugin Registry GIMP Forums Meet the GIMP GIMP Know-How

Krita The open source program Krita is primarily aimed at digital painters, comic artists and illustrators. It’s not great for UI design but it is a better painting program than GIMP and even Photoshop(for some people) since it’s completely free and targeted towards artists. Krita can open PSD files and it also supports all Linux platforms. Being open source means it won’t cost you a penny.

It has a smaller community compared to GIMP, but Krita can be a great choice if you’re looking for a free digital arts program. These handy resources should get you on the right track: Krita Documentation Fruit Icon Krita Tutorial Getting Started With Krita

Inkscape Purely vector-based design work can be done in Inkscape if you have the willingness to learn. This is very similar to GIMP in the fact that it’s free to use and runs on all major operating systems(Windows/Mac/Linux). Technically the program can be used for illustrations, logos, web graphics, and anything similar. Some designers also complain about the learning curve of Inkscape. While there is an active community it takes time and practice to switch over from Photoshop. However if you’re brand new to design software then Inkscape may be an easier choice. To get started download a free copy of Inkscape and check out these great online resources: Inkscape Add-ons Inkscape Tutorials Inkscape Forum

Corel Draw & Painter All of Corel’s software is fantastic and they’re a worthwhile competitor to Adobe. Corel has been around since 1989 making it almost thirty years old. While they offer a large toolbox of programs, the best Photoshop replacements would be Corel Draw and Corel Painter. Draw is made for vector editing which can be perfect for icon design, logos, app interfaces or website mockups. Painter along with PaintShop Pro are better for photo editing and digital

painting. The company offers many other programs like CAD software and video editors, but designers would be most interested in the Corel Draw program. If you’re curious to learn more visit Corel’s website or check out these resources: TutsPlus Corel Draw Learn Corel Reddit /r/CorelDraw

Affinity Designer Affinity Designer is another high-quality graphics design program for Mac users. This app is a little cheaper than sketch at only $49 per license. The interface also mirrors Photoshop’s interface in many ways, so it can offer a quicker learning curve. Affinity Designer is perfect for every digital design or digital art project. Interfaces, icons, logos, digital painting, web comics, anything visual made for a digital screen can be designed in Affinity. Plus Affinity also offers Affinity Photo for photo editing which is a big part of Photoshop’s monopoly. Again this is an OS X exclusive program so Windows users are out of luck. But Affinity can pair nicely with Sketch if you’re looking for a workflow that covers everything from UI design to illustration and photo editing. These websites should get you on the right track with Affinity Designer. TutsPlus Affinity Designer Affinity Video Learning Affinity Forums

Article by Jakerocheleau seen on www. vandelaydesign.com

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Proposal On Tour Bus Safety

Tourism business object to city proposal on tour b safety

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ts bus

A city proposal that would require tour buses and shuttles to follow recent limitations adopted by Ride the Ducks of Seattle has prompted protests from tourism industry officials. Seattle Department of Transportation officials introduced the proposed ordinance at a March 23 meeting of the City Council’s Gender Equity, Safe Communities & New Americans Committee. The legislation would bar any tour or charter vehicle driver from any kind of narration while the vehicle is in motion. WSDOT says the aim of the measure is to limit distracted driving. However, those who work in the tour and charter industry say the legislation is an emotional reaction to last fall’s Ride the Ducks crash on the Aurora Bridge that killed five -- an incident that has not been pinned on distracted driving, but on mechanical failure. Ride the Ducks has since entered into an agreement with the city that would break the driver-narrator role into two jobs. Since returning to the Seattle streets, the amphibious open-air tour vehicles now carry a dedicated entertainer, separate from the driver.

An ordinance similar to Seattle’s proposal was passed in San Francisco last year. The Ride the Ducks tragedy may have spurred the city to look at distracted driving, but is also beside the point -SDOT says it’s looking at complex driving tasks in general and how to eliminate road deaths altogether by 2030. “We still have fatal and serious injuries occurring on the streets, so that’s what we’re trying to reduce the potential for,” said Mark Bandy, SDOT traffic operations director. “... Where we have your operations are areas with busy pedestrian activity and complex intersections.”

The driver-narrator legislation would be only another plank in a raft of other SDOT initiatives to prevent injuries and deaths, such as Don’t Block the Box, an enforcement effort targeting cars stuck in intersections when traffic lights change. SDOT officials point out that some tour and charter bus drivers aren’t just narrating on the road, they’re entertaining with physical gestures that may divert attention from the road. SDOT is quick to point out AAA studies about distracted driving, including a 2013 statistic that says distracted driving factors into about 10 percent of fatal crashes. But no studies are available on how tour or charter vehicles figure into those stats. Fifteen charter and excursion companies operate in Seattle, with 10 of those including narration, SDOT Director Scott Kubly said at the March 23 meeting. Tom Casazza, general manager of Starline Luxury Coaches, says this measure is too specific and that the City Council should look at the safety differences between openair vehicles, such as Ride the Ducks and Emerald City Trolleys, and closed motor coaches such as his. “We are 100 percent for safety, but I feel like they’re missing the boat by only addressing this one issue,” Casazza said. He also said that should this measure be passed as proposed, it would cost more than his profit margin to make any changes to conform to it, such as putting an extra employee in the vehicle. SDOT officials point out that the legislation wouldn’t require a separate driver and narrator -- it would accommodate a prerecorded narration or allow drivers to speak when the vehicle is stopped.

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But Casazza’s company has already negotiated pricing with clients for the year, he said. Starline provides city tours during cruise ship season and runs as many as 12 driver-narrated tours a day on weekends. The proposed ordinance would unbalance his budget. Tom Norwalk, president and CEO of Visit Seattle, said the city’s legislation would not just affect tours and shuttles operating within Seattle, but also those that come through Seattle to and from Canada, the San Juan Islands or Woodinville wine country. Furthermore, it wouldn’t affect large buses, he added, but small vehicles carrying four to six people. Norwalk joined Casazza as one of several tourism industry representatives to criticize the measure at the March 23 meeting. “When the city ... looked at the safety issues relative to motor coaches and tour vehicles ... it was so broad, it just really didn’t make sense,” Norwalk said. “We needed to come together and say, ‘No, the way this is written, it would be impossible to enforce.’” “We’re just trying to help find a more feasible and realistic solution to the issue that’s at hand,” he added. City Council President Tim Burgess agrees that the measure is too expansive. He plans to introduce an amendment next week that would limit the scope of the proposal to open-air vehicles.

Seattle Department of Transportation officials introduced the proposed ordinance at a March 23 meeting of the City Council’s Gender Equity, Safe Communities & New Americans Committee. The legislation would bar any tour or charter vehicle driver from any kind of narration while the vehicle is in motion.

“I think the ordinance we have in front of us now is overly broad and is not addressing a problem that is apparent in our city,” Burgess said. “Open-air vehicles do raise legitimate questions because of their size, because of the number of passengers they carry, because of the extra responsibilities the driver already has ... and the much greater risk of serious injury.”

they implemented this year, but “overall it’s going well and passengers are enjoying the experience.”

“There’s nothing to stop people from being ejected from these (open-air) vehicles,” he added.

Article By LYNSI BURTON seen on www.seattlepi.com

Casazza and Norwalk both said they would support Burgess’ amendment. As for Ride the Ducks, a spokeswoman said no one was available to discuss the driver-narrator change

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Luxury

is Standard Equipment.

When you choose a Setra TopClass S 417, average is not an option. That’s because luxury is the standard. It starts with world-class German engineering and benchmark safety features. Encompasses an unparalleled choice of custom-tailored interiors. And evokes a sense of comfort, well-being and confidence in all who see it, experience it, and own it. And support? That’s standard-setting, too. Read more, get more, and find more at setra-coaches.com. MCI Distributor of EvoBus GmbH for Setra Buses and Setra Parts in the United States and Canada.

setra-coaches.com | 866-624-2622

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In regards to the Motorcoach Marketing program, we love it. So far, we have made the 1000 postcards, and we did some full page handouts. We just got a stand up banner. When I get some time, Iâ&#x20AC;&#x2122;ll be making new rack cards for both offices. We made 500 church theme postcards and 500 in the safety theme. We sent out the church cards through a local mailing company to every church within 50 miles. So far, we have had a great response and 4-5 people booked trips from it. I plan on using the safety ones soon by sending them to our new customers. All of our staff and drivers love the modern design and the finished products. Only one of my staff has watched the videos so far, but we will be working on that next month. So far Iâ&#x20AC;&#x2122;m very happy with the service. It works well and looks great!

Chris Knittel

Owner/General Manager New Mexico Texas Coaches, LLC

We Help Operators Sell More Charters To More People. Easier. Faster. Far More Effective. MotorcoachMarketing.org 34 www.greenazine.com

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Nonverbal Communication at Meetings

5 Tips to Improve Nonverbal C Assertive communication is important for successful business relationships, whether they’re with your coworkers, your clients or executives in your company. What we don’t say can be just as important as what we do say. For example, we try to extend firm handshakes and smile when greeting important people in our business lives. A firm handshake is generally recognized as a sign of someone who is sure of himself and therefore someone we may be more likely to trust. However, effective nonverbal communication goes further than that first handshake. Here are five ways to improve nonverbal communication, especially during meetings or presentations. 1. Eye contact. Making eye contact with others is another way to show conviction when you speak. Staring at the floor while giving a presentation to potential clients won’t inspire much confidence. If you are telling them why they should pick your company to manage their assets but don’t make effective eye contact, even if you have prepared an amazing PowerPoint, it’s likely that they won’t be convinced. For your next group presentation or meeting, try to make contact with individuals in your audience. Don’t just look at the group you are addressing as a whole. Try focusing on someone and speaking a few sentences directly to that person, and then move on to someone else, gradually making your way through the whole group. But avoid looking at someone for too long, as it could make him or her feel uncomfortable. If you are nervous or shy, practice making eye contact with others. Try looking directly at others when asking or answering questions in casual environments. This will help make eye contact with others feel more natural. 2. Tone. Your tone of voice can give away how you are feeling. For example, sighing heavily after someone asks a question can make others think that you are irritated. Speaking in a monotone can make others think that you are not interested in the subject you are talking about. A stern tone can come across as

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angry. It’s important to vary the sound of your voice while giving a presentation or directing a meeting. For example, if you are trying to convey to your employees the importance of implementing a new policy, say that phrase more slowly and deliberately to get your point across, and perhaps even a little louder. While you don’t want to shout, adjusting your volume and pace will help your audience understand what points are important to you without having to say, “This is important” before every point you want to emphasize. To practice, try reading a news article out loud. Try to emphasize the main points of the article when you read by adjusting the tone of your voice. Practice with a friend if needed. 3. Posture. Your posture also says a lot about how you are feeling. For example, folding your arms subconsciously makes others think you are closing yourself off, slouching gives the impression you are disinterested in the information, tapping your feet implies impatience. Whether you are directing the meeting or just attending, pay attention to your body posture. Stand or sit up straight and avoid crossing your arms too much. If you want or need to imply a sense of humility in order to make your employees feel less intimidated by you, sit down with them during the meeting. Consider sitting in the middle of the table rather than at the head. 4. Gestures. Gestures can also add weight to what you are saying. The opposite is also true. Not using gestures can indicate a lack of interest or preparation in what you are talking about or make you seem robotic and therefore less engaging to listen to. Generally speaking, when you feel passionate about something, you will naturally gesture. You can gesture to help describe something or to emphasize a point. Pay attention to when you gesture in natural conversation and make an extra effort to make gestures when directing a meeting. However, be careful not to over-prepare your gestures, they should feel and look natural. Avoid pointing at your audience, as it will make them feel uncomfortable. And don’t gesture too much, as it can be distracting,

Communication at Meetings

making everyone focus on those rather than what you are saying. 5. Appearance. Your appearance, in several areas, also communicates a message. When giving a presentation or directing a meeting, all eyes will be on you, so it’s extra important to make sure you convey a sense of professionalism. Make sure that the computer, iPad and other tools you’ll use are clean and in a good state. Double-check that your backgrounds and screensavers on your computer are work-appropriate and professional. Don’t have your screensaver set to scroll through personal images and when you pause to handle a conversation during your presentation, your photos from your last beach trip appear. While standards vary depending on your industry, make sure your clothing is pressed and “neutral.” You

want to make sure that attendees will pay attention to the information you present, not get distracted by what you are wearing. However, this doesn’t mean that you can’t let your personality show through. Wearing something small and not distracting to demonstrate that, such as a special tie, a scarf or jewelry, is acceptable. Just keep it to a minimum. Finally, ensure that not just your clothes are professional but your hair looks clean cut and put together as well.

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Business Websites Are Still Not Mobile

Some Small Business Web

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ebsites Are Still Not Mobile The use of mobile phones is still growing, and more than half of US small businesses have taken note and optimized their sites accordingly. Some 40%, however, have not. Yodle and Research Now polled 400 US small businesses. Small businesses were defined as locally operated businesses with fewer than 25 employees. More than half (52%) of respondents said their website is mobile-optimized thanks to the increased use of mobile phones. Additionally, 14% of US small businesses said because of the increase, they built mobile-optimized emails, and 11% said they use SMS marketing. Perhaps surprisingly, 40% of small businesses have done none of these things. A separate survey from RBC Capital Markets also found that most small and mediumsized businesses based in the US still donâ&#x20AC;&#x2122;t have a mobile-optimized website. However, the share that does has grown significantly over the past year. According to the research, 64% of US small and medium-sized businesses had a professional website for their business, and an additional 10% planned to create one. That represented mixed progress since the prior year, when just 60% had a site but 17% planned to create one.

Article seen on www.emarketer.com

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YOU’RE HEADED FOR SUCCESS. WE’RE FAMILIAR WITH THE ROUTE.

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Employee Benefits

Employee benefits are the new salary

In lieu of higher salaries, employers are offering plusher benefits packages to attract and retain talent, a new survey suggests. In a report on more than 450 employers surveyed by the Society of Human Resource Management, 35 percent cited bigger benefits packages, compared to 28 percent the year before. A small chunk of those

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askedâ&#x20AC;&#x201D;7 percentâ&#x20AC;&#x201D;noted a reduction, but thatâ&#x20AC;&#x2122;s down from 9 percent the year earlier. The survey also noted the rise of such new benefits as company-provided fitness trackers, egg-freezing, group fitness, and student loan repayment programs. The more attractive vacation and wellness offerings come at the expense of salary increases, as wages remain

stagnant. The survey suggested that employees are promoting that trend. “Research has shown that many job seekers frequently place greater importance on health care coverage, flexible work schedules and other benefits rather than on their base salaries,” the report said. Indeed, research, including an oft-cited Ernst and Young survey has shown that workers, especially the coveted millennial segment, prize flexibility. But most research, including SHRM’s own findings, have found that higher pay still trumps flexibility and other young person workplace demands, such as working at a mission-based company with a fun culture. From the Ernst and Young survey: After competitive pay and benefits, the top things employees say are very important in a potential job are: ‘being able to work flexibly and still be on track for promotion; which was tied at 74% with ‘working with colleagues, including my boss, who support my efforts to work flexibly.’ A 2014 study by Survey Monkey found that millennials ranked pay as the most important factor in a job, above meaningful work and flexible hours. SHRM in 2014 found that 60 percent of employees surveyed rated compensation as “very important,” making it the top contributor to overall employee job satisfaction, up from the No. 3 spot in 2012. In other words: People care more about work-life balance than they used to, but money still rules. The focus on benefits packages has less to do with changing employee preferences than health insurance trends. As health care costs have risen over the last 10 years, health benefits have eaten up an ever-growing share of total employee compensation. Between 2003 and 2013, health insurance premiums rose 60 percent with only an 11 percent increase in income during that same time period, per a Commonwealth Funds study. In the last few years, employers have started shoving even more of those costs on employees, without raising wages, according to the Center for American Progress. That falls in line with SHRM’s survey, which found 43 percent of employers now offer health-savings accounts, in which people put away tax free money to pay for their own medical costs, up from 38 percent

Interestingly, the study found that most flexible working benefits, like work-from-home policies, and flextime, have remained constant. “Though there were increases over the last five years in the number of organizations offering casual dress day (one day per week),” the report reads. five years ago. The report also found an increased focus on preventative focus health plans, with the hopes of decreased spending. Interestingly, the study found that most flexible working benefits, like work-from-home policies, and flextime, have remained constant. “Though there were increases over the last five years in the number of organizations offering casual dress day (one day per week),” the report reads.

Article by REBECCA GREENFIELD seen on www.benefitspro.com READ THE ORIGINAL

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Lessons From A Pancake House

Lessons from a pancake house 44 www.greenazine.com

I love eating breakfast at The Original Pancake House down the street from my house. It has great food and great service. I feel at home and always leave with my heart — and belly — full. And the last time I went, I left with my mind full of thoughts after speaking with my waiter. Yes, the waiter. And, no, it didn’t have anything to do with how to make fluffy pancakes. It had to do with being a good leader. When sitting there, the waiter approached us and asked the standard questions that a waiter asks. How are you doing this morning? What can I get you? How would you like that? Anything else? He then returned several times to ask: How we doing?

effective with their staff, their clients/customers and with their family and friends? This was an epiphany for me. I’m not afraid to admit that I’m a recovering “teller.” I love telling stories and sharing opinions. But you don’t learn by telling. As Dale Carnegie wrote, “An effective leader will ask questions instead of giving direct orders.” So, I ask you, when is the last time you asked your staff: How are you doing this morning? What can I get you? (How can I serve you today?) How would you like that? (How exactly would be the best way for me to serve you today?) Anything else? (Yes really! I would be honored to do even more to serve you today! What else could I do?)

Do you need anything else?

When is the last time you returned to your staff several times to ask:

Are you ready for your check?

How we doing?

A couple of times he took the initiative to meet my needs without even asking — like refilling my water glass and my coffee cup and bringing me more cream for my coffee.

Do you need anything else?

Of course he did more than just ask. He also carefully listened, took notes, immediately followed through and then double-checked to see if I had everything I needed or needed anything else! I was very pleased with his service and I expressed my appreciation with a much larger than normal tip. Sounds pretty ordinary, doesn’t it? But as I drove away I began to ask myself: Wouldn’t the questions my waiter asked and his immediate follow-through actually help all leaders be more

Are you ready for your check? (I threw this question in here just to see if you are paying attention – probably not the right question to ask your staff.) By being more attentive and asking questions like my waiter did, you uncover truths and build relationships.

Article by Bob Tiede seen on wwwsmartblogs.com

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Sales Development KPIs

Pay Attention to These Sale Aren’t Number-Driven There are lots of ways to measure performance of your sales and sales development reps. Some sales operations managers are super metrics driven and some go on gut feeling. In a previous blog, I outlined some key metrics we use to track our SDRs and it got me thinking, what are some KPIs you can’t run a report on? What are the intangibles that push a rep from good to great? I asked our Sales Development Managers this question and they were just as interested in answering that question as I was! After some discussion about what makes a rep stick out to them, we came up with 4 key intangibles that our SDMs look for in the reps they manage.

Sales Development KPI #1: Enthusiasm The first intangible key performance indicator that is not number-driven, but worth taking a deeper look at, is enthusiasm. Do your SDRs demonstrate that they want to be there? Does it show in their work and in their effort? We know cold calling is a grind and can be frustrating at times. The ability to “smile and dial” and rebound from a bad call quickly shows a lot of character, and that positivity is contagious to other reps. Tracking enthusiasm: Sales managers should be scheduling regular check-ins with each of their reps individually. You may already have these meetings in place to review other standard sales development KPIs so no need to add additional meetings. Set aside some existing meeting time to talk candidly with your reps and gain an understanding of their general attitude towards the job and mark any noticeable changes.

Sales Development KPI #2: Confidence The second KPI to track that is not number-driven is confidence. Does your rep have the confidence to not only deliver a message to high-level executives effectively but to also communicate that feedback to your team and closing reps? A sales development rep that is confident is going to

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better understand and internalize their pitch and deliver it as an expert. Tracking confidence: Periodical performance evaluations will help you to better track the confidence that your sales development reps gain as they become more comfortable on the phones. If you notice a rep that is struggling in this area, written feedback and extra strategy sessions can help

es Development KPIs That that are flexible understand the need to sometimes have to go above and beyond the standard expectations and be adaptable enough to roll with the changes that come at them with an open mind. Tracking flexibility: When changes are made to a campaign or to your sales process, which of your reps are taking charge in adapting to these changes and helping their fellow team members? Do you have any SDRs on your team that take initiative without being asked? These are good signs that your sales reps understand the importance of flexibility.

Sales Development KPI #4: Respect The last KPI to monitor that is not number-driven is respect. Does your sales development rep respect their peers, their management team, and the job itself? If they do, it absolutely shows when it comes to overall production and output. A disrespectful rep can hurt the dynamics of your sales team as well as have negative effects on the campaigns you run and the overall image of your brand. Itâ&#x20AC;&#x2122;s critical that disrespect is managed quickly and that respect remains a core value of your company culture. Tracking respect: Pay close attention to what your team is saying about one another both on the floor and in private meetings with you. Is there a particular rep that is always involved in office conflicts? Who is consistently being brought up during management meetings as causing trouble? If the same rep is always being named, itâ&#x20AC;&#x2122;s time to have a sit-down conversation about it. provide the boost they need.

Article by Kim Staib seen on www.business2community.com

Sales Development KPI #3: Flexibility Next up is flexibility. In the outsourced portion of our business, this is crucial. What is the reps willingness to take on a new campaign within a project? Are they open to ramping on a new project altogether? Overall, reps

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