July 2015 Business Outlook

JUL

Business outlook 2015

July 2015

Business Outlook

BUTTERFLY PROJECT

YOUR OPPORTUNITY TO BEAUTIFY JOPLIN Page 4

our members announce

PRESIDENT’S MESSAGE p. 3

Not America? You Bet It Is

INSIDE

hot links 2015 august 21

PRESENTED BY Joplin Area Chamber of Commerce | 320 East 4th Street | Joplin, MO 64801 | 417.624.4150 WWW.JOPLINCC.COM | FACEBOOK.COM/JOPLINCHAMBER | TWITTER.COM/JOPLINCHAMBER

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July 2015

Business Outlook

Board of Directors 2015-2016 Executive Committee David Glenn

CHAIRMAN OF THE BOARD

Karen Plott

CHAIRMAN ELECT OF THE BOARD

Randy Moore

PAST CHAIRMAN OF THE BOARD

James Richards

TREASURER

Louise Secker VICE CHAIRMAN MEMBERSHIP/ COMMUNITY DEVELOPMENT SERVICES Kim Woodard CO-VICE CHAIRMAN MEMBERSHIP/COMMUNITY DEVELOPMENT SERVICES Clive Veri VICE CHAIRMAN ECONOMIC/WORKFORCE DEVELOPMENT SERVICES Lori Scott Dreiling CO-VICE CHAIRMAN ECONOMIC/WORKFORCE DEVELOPMENT SERVICES Directors Ex-Officio Directors Gina Atteberry Sam Anselm Michael Beatty John Bartosh Brad Beecher Mike Gray Brandon Davis Lindsey Hayes

Donovan Edwards Jason Cravens

Jacqueline Hackett Dr. Alan Marble

Holly Hukill Dr. Jennifer Methvin Charles Keeter Matt Proctor Kelli Perigo Marilyn Ruestman Gary Pulsipher Michael Seibert Joplin Area Chamber of Commerce Staff Executive Rob O’Brian, CEcD PRESIDENT Tonya Sprenkle VICE PRESIDENT Lisa Kelly EXECUTIVE ASSISTANT Member Services Ginger LaMar, IOM Stephanie McGrew Martha Getz Cynthia Marlow

DIRECTOR OF MEMBER SERVICES & DEVELOPMENT MEMBER EVENTS PRODUCER MEMBER EXPERIENCE COORDINATOR MEMBER SUCCESS STRATEGIST

Communications & Finance Kirstie Smith COMMUNICATIONS DIRECTOR Wendy Brunner-Lewis COMMUNICATIONS COORDINATOR Cindy Weiss FINANCE DIRECTOR Samantha Doubledee FINANCE COORDINATOR Economic & Workforce Development Steve Russell NEWMAN INNOVATION CENTER DIRECTOR Kevin Welch

DIRECTOR OF BUSINESS ATTRACTION Cary Beasley, IOM WORKFORCE DEVELOPMENT MANAGER Mark Turnbull DIRECTOR OF REGIONAL STRATEGIES

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Administrative Support Lea Schroer NEWMAN INNOVATION CENTER ADMINISTRATIVE ASSISTANT Melissa Winslow ADMINISTRATIVE ASSISTANT

Sponsors Platinum Level

City of Joplin Downstream Casino Resort The Empire District Electric Company KOAM-TV/FOX 14 – KFJX Stronghold Data LLC

Chairman Level

AMI Radio Group Commerce Bank EaglePicher Technologies, LLC Freeman Health System General Mills Joplin Floor Designs Joplin Globe Publishing Company Joplin Regional Business Journal Joplin Supply Company KODE-TV/KSNF-TV Lamar Outdoor Advertising Lancaster Signs Mercy Hospital Joplin Missouri Southern State University Southwest Missouri Bank US Bank, N.A.

President Level

BKD, LLP Community Bank & Trust (CBT) Roper Honda Show Me The Ozarks Magazine

Director Level

Arvest Bank Choice Marketing Connell Insurance, Inc. Innovative Objects Lakeland Office Systems, Inc. Motive Matters Weed Whackers, Inc.

Joplin Area Chamber of Commerce 320 East 4th Street, Joplin, MO 64801 Phone: 417.624.4150 Fax: 417.624.4303 www.joplincc.com /joplinchamber /joplinchamber

PRESIDENT’S MESSAGE

July 2015

Business Outlook

Not America? You Bet It Is In 1776, 56 men signed a document publicly acknowledging they were committing treason against the most powerful nation in the world; a nation of which they were a part. In this Declaration of Independence, these citizens of Britain laid out a series of grievances against the government and declared their colonies would become independent. In doing so, this group of leading citizens pledged to each other their lives, fortunes and sacred honor.

We tend today to think of the 13 colonies being united in the cause and in the subsequent actions 12 years later to create our Constitution and create the United States of America. The reality was Rob O’Brian, President vastly different. Even the 13 colonies were vastly different. They had different economics, different cultures and different views of how much, if any, autonomy to give to a central government. They would go to war just 85 years after the Declaration to settle the seething issues pulling our fledgling country apart.

When we look around the landscape today, there is a great deal of dissension and debate in our country. Many believe the federal government is out of control, while many want it to take more action. And in taking more action, many want Congress to be decisive on some things, but are happy when it is stalemated on others. We want our schools to be better, our roads to be fixed, our borders to be defended and our economy to be healthy. And then there is the debate on who pays for those and how. And, overall, many believe what we have today is “not America.” But maybe more specifically, it is not the America many of us grew up in. However, history shows our country has always been one of tension and dissension. Our Constitution allows for anyone and everyone to join the debate which, at times, has created turmoil. It has never been pretty or neat.

Having said that, it is my view that it is even more vital and more important that people take action to make our nation, state and community better. No one could be blamed for throwing up their hands right now and saying “Why bother?”

Certainly it would have been easier for the Founding Fathers, for General Washington, for the thousands of foot soldiers and more, to give up. But, there are better things that can happen for all when people work together for a common goal.

Lofty view, indeed, but let me bring it down locally, because I believe we start by making a difference at home. Long before the tornado, there was discussion of a medical school in Joplin. It started with one person, Dr. Larry McIntire, who brought a few other people on board with the idea. The process has been through a lot, but today, seven years later, we stand at the brink of having a premier medical school in our community by 2017 (so only a decade in the making).

Since the tornado, the City of Joplin has worked diligently on how to use federal funds committed to help rebuild. Now remember, some of those funds were committed in fall 2011, however the larger funding opportunity came in 2012 and again in 2013. And there are lots of strings attached that, if not addressed, means the City or its sub-recipients of funds will have to pay the money back. And, contrary to general thinking, there is no pot of money in the City’s hands. It has to get projects approved, spend the money upfront and then get it from the Feds. But the City has now set the outlines for expenditures of nearly $100 million of those funds starting very soon. And by bringing people to the table and getting a lot of input on priorities (and not all unanimous), the City will spend the dollars in a manner to have a huge impact for our community.

You, as a Chamber member, but more importantly a community member, have a vested interested in this community’s success. The schools need to work. The city needs to work. The overall economic climate needs to work for your firm to thrive and for people to have jobs. Your participation is critical to helping the Chamber help the community, but your time, talent and treasure help your church or community organizations in which you believe.

Fifty-six people stepped out to eventually create a new nation and change the world. We should do as much to make our community a better place.

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July 2015

Business Outlook

Butterfly Project Offers Larger-than-life Sculptures for Your Business, Home It is now time for the Joplin Business Community to Spread Our Wings - Fly High and Proud. You can support this project by showing your colors in the form of a beautiful butterfly exhibited at your business, your home or other location in the Joplin area.

With all due respect and in honor of the fifth anniversary of the May 22, 2011 tornado victims, survivors and all those who helped us through those tough times, we can all be JOPLIN PROUD by purchasing, decorating and displaying these larger-than-life butterflies.

Net proceeds of this project will help support a disaster conference to be held in conjunction with the fifth anniversary events scheduled for May 2016. This conference is just one way we can “pay it forward� to help better prepare others for what disasters might be in their future.

Spread Our Wings - Fly High and Proud is a project of the Joplin Area Chamber of Commerce Foundation.

We will take orders from now until October 31, 2015. All orders must be PRE-PAID before your order can be put into production. All butterflies are being produced by Forged Waterjet of Joplin. They offer some added customizations beyond those included in the order form; please indicate on the form if you choose to have them call to discuss those options with you.

Find the order form at www.joplincc.com or call Tonya at 417.624.4150 for more information.

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2015-2016 Executive Committee Nicole Brown, Chairman Brent Baker, Co-Chairman Lindsey Hayes, Past Chairman Shawn Daniel Jake Heisten Jennifer Little Ryan Melton Stephanie Onstot Greg Sutton Megan Tyler Christina Williams

Presented by

Message to the Network from Chairman Nicole Brown I have a confession to make: I think I might be addicted to my cell phone. In “Leaders Eat Last,” Simon Sinek shared, “It is said that if you wake up in the morning and the first thing you crave is a drink, you might be an alcoholic. If you wake up in the morning and the first thing you do is check your phone to read e-mail or scan through your social media before you even get out of bed, you might be an addict. Craving a hit of chemical feel good, we repeat the behaviors that we know can produce that hit. In the case of alcohol or gambling, we are aware of it. In the case of our love of our devices and social media, we are less aware of the addictive qualities.”

Apparently, this obsession is not limited by age. As a society, we have become used to being alone while together. A loneliness epidemic has sprouted from our device addiction. While surrounded by colleagues, family or friends, we carry on completely separate virtual conversations and ignore those standing nearby.

As for me, I am taking baby steps and challenge you to do the same. I am committing to cell phone-free meals and making an effort to actually talk to people on my phone instead of emailing or texting them when possible.

July 2015

Business Outlook

YPN New Members Katy Berryman, Cook Communications Cherie Howerton, Turbine Engine Consultants, Inc. Reese Rosenow, Roper Honda Jennings Sirmon, McCallister Body Shop Amanda Tinney, Con-way Truckload Kimberly Williams, Turbine Engine Consultants, Inc.

JOIN YPN TODAY! For more information, go to www.joplinypn.com or call Martha at 417.624.4150.

5-Star Partnerships Help Your Chamber Fulfill Mission

by Cynthia Marlow

A couple of weeks ago, our JACC Annual Report was mailed to all of our member organizations. We hope you have had a chance to read it, and were pleased with the things we accomplished during the past fiscal year.

So much of what we are able to achieve and provide for our members is made possible because of the sponsorship support from the organizations that are recognized in our Annual Report on the page titled “5-Star Partnerships.” Before the beginning of each fiscal year, these Chamber member organizations make annual commitments to support JACC programs and events, beginning at a minimum of $5,000 annually. Their commitment of support is absolutely critical to our mission. We are very pleased that before the start of our current fiscal year, we received new 5-Star commitments from Connell Insurance and Innovative Objects.

Please take the time to read the 5-Star Partnerships page, and recognize these organizations that contribute so much financially to our Chamber and the success of our members. We could not do it without them!

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July 2015

Business Outlook

Ribbon Cuttings

Joplin Demize NPSL Team Luis Percovich 3301 West 1st Street New Season Kick Off

Gary Pulsipher, President 100 Mercy Way Grand Opening

Innovative Objects

Missouri American Water Company

Russ Grundy, CEO 2340 South Range Line Road Grand Opening

Joplin Area Habitat for Humanity Scott Clayton, Executive Director 2515 South Picher Avenue New Home Dedication

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Mercy Cancer Center

Matt Barnhart, Manager 1118 West 21st Street WaterFest

My Sister’s Closet

Susan Guthrie, Owner 1510 South Main Street 20th Anniversary, New Ownership

DataGraphics Printing 1302 South Main Street Joplin, MO 64801 417.624.3744 www.datagraphicsprinting.com

City of Joplin

Chris Cotten, Director of Parks and Recreation Ewert Park, 836 Southeast Murphy Blvd.

Grand Opening of Skate Park

PRO 100 Inc., Realtor

Allen Hall, Office Manager 2401 East 32nd Street, Suite 1 35th Anniversary

Celebrate your milestones with a ribbon cutting!

Contact Stephanie McGrew at 417.624.4150 or by email at smcgrew@joplincc.com.

Ribbon provided by Countryside in the City

Meet Our Small Businesses

Presented by

July 2015

Business Outlook

2015 Small Business of the Year Winner: 1-10 Employee Category DataGraphics Printing has been in business over 30 years. During that time, owner Curt Medlin and Operations Manager Chris Meeks have learned some tricks to keeping their small business thriving.

“If the business isn’t managed well, a lot of people will be hurt, namely customers and employees,” Curt says.

“Small businesses need to develop a plan and a brand. They need to know their numbers from a business standpoint.”

Chris agrees. “Know what your numbers are telling you. Hope is a bad plan. It’s great to have, but a bad thing to do business by.”

Curt is the third owner of DataGraphics and learned from experience that the owner of a small business needs to have a plan for generational ownership, which doesn’t always mean a family member is going to take over the business. “Have a plan in place that will get the upcoming family member or future owner on board so they know the challenges the business is facing.”

“New business owners shouldn’t be afraid to ask for help,” Chris says.

“They’re following someone else’s trail, and it’s okay to ask for help and mentorship. Admit what you’re not good at.”

Chris stresses that small businesses need to remember who they are.

“People know the real you, and you are your small business. Any service or product has to be an extension of you and your business.”

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July 2015

Business Outlook

Our Members Announce by Looking to update your bathroom? Look no further than Joplin Supply Company’s Galleria. Their premium products and wide selection offer stylish solutions for every home.

Make an appointment with their bath experts today by calling 417.624.2422 or view their products at www. thegalleriashowroom.com.

The latest Joplin Regional Artists Coalition exhibit at the Joplin Area Chamber of Commerce runs through August 31. JRAC members in this rotating display are Koral Martin, photography; Janice Kinman, paintings; and Heather Grills, ceramics. Viewers may see the display during regular Chamber hours. For more information, call 417.592.1673.

Construction of a naturalistic park in the southeast corner of 26th Street and McClelland Boulevard should begin this fall. The proposed park will be located on land that was part of the former location of St. John’s Regional Medical Center and was donated to the City of Joplin by Mercy Hospital. For more information, go to www.joplinmo.org.

The City of Joplin’s Independence Day Celebration will be held July 3 at the Joplin Athletic Complex, 3010 West 1st Street. This year’s event will focus on the fireworks show scheduled for 9:30 p.m. It will last approximately 10 to 15 minutes. Various sites at the complex will be open for viewing areas, including Wendell Redden Stadium, Gene Bassman Softball Complex and Schifferdecker Park. For more information, go to www.joplinmo. org.

Bicycle Specialists is celebrating its 60th anniversary! They sell TREK, GIANT and RedLine bicycles and accessories and make repairs on all bikes. They also have a full-service disc golf and skateboard section. Stop by for their Precision Fit service to be properly fitted to your bicycle. They are located at 1202 South Range Line Road. Hours are Tuesday-Friday 10 am-6 pm, Saturday 10 am-4 pm, and Monday by appointment. For more information, go to www.bicyclespecialists.com or find them on Facebook or Twitter.

Tri-State Area Contractors Association is celebrating its 15-year anniversary! To celebrate this special event, everyone is invited to join them Monday, July 13, at 3 pm for a ribbon cutting, snacks and great conversation. For more information, call 417.627.9392.

Integrity Home Care & Hospice Corporate Director of Home Health Jessica Steenbergen was awarded the Administrative Staff and Support Staff Award at the Missouri Alliance for Home Care Annual Conference. This award recognizes an individual whose actions have significantly improved the operations of their agency. For more information, go to www.integrityhc.com.

Integrity Home Care & Hospice has expanded its therapy department to include a new physical and occupational therapist to serve the needs of their clients. Physical Therapist Barbara 8 Taylor is a registered physical therapist with almost 50 years of

continuous experience in patient care. Occupational Therapist Cara Stone joined the Integrity Home Health team in 2014. Her background is primarily in home health and skilled nursing/ rehabilitation facilities. For more information, go to www. integrityhc.com.

Carl Junction’s outdoor pool, Bulldog Beach, is open to the public and open for the summer. The Joplin Family Y manages Bulldog Beach and is offering swim lessons, birthday parties and everything you need to make it the best summer ever. For more information, call 417.649.0420.

Chris D. Churchwell, C.P.A., with Mense Churchwell & Mense, P.C., was the winner of the drawing for the Joplin Blasters t-shirt, held when the Blasters sponsored the table in the Chamber lobby. For more information, call 417.624.4150.

Freeman Health System donated five iPads to Ronald McDonald House Charities of the Four States to help families watch over their critically ill babies while away from the hospital. Families with children in Freeman Neonatal Intensive Care Unit (NICU) will use the iPads to view live video of their babies via the AngelEye® camera system. For more information, go to www. freemanhealth.com.

The following Star Performer Products are available from Distinctive Home Products, your complete building and remodeling solution at 2211 East 7th Street. Marvin’s Ultimate Multi-Slide Door is designed with narrow stiles and rails for maximum daylight openings and views, and is as smooth to operate as it is dramatic. Available in large sizes with standard widths up to 50’ wide and 12’ tall, this door comes in a variety of configurations ncluding pocket and stacked. http://goo. gl/sDkNcD Elevate your kitchen workspace to a new level of efficiency with the Kohler Prolific stainless steel kitchen sink that features beveled tiers and five accessories that let you create a customized, multi-use workspace. http://goo.gl/1XlU6d Higdon Florist is celebrating summer with artistic and elegant floral designs for all occasions! Flower of the month for July is the alstromemeria, a Peruvian lily. These awesome blossoms have exotic beauty and long vase life, and come in many different colors. When you want to send the best, call Higdon Florist and they will do the rest. Check out www.higdonflorist.com and their Facebook page, visit the shop at 201 East 32nd Street or call them at 417.624.7171.

Kerstin Landwer joined the staff of Spiva Center for the Arts as assistant director, effective June 1. Landwer comes to Spiva from Wildcat Glades Conservation and Audubon Center, where she served as development and volunteer associate. For more information, call 417.623.0183.

Spiva Center for the Arts is seeking artists to create galleryworthy art that can be worn. Artists can create clothing, hats, masks, over-the-top accessories or full ensembles for an exhibit.

Missouri Southern State University is now allowing all kids ages 12 and under free admission to all athletics events. And Joplin Area Chamber of Commerce members can receive an exclusive 15 percent discount on all football non-Lionbacker season tickets. Football season tickets are regularly priced at $60. For more information on tickets or Lionbacker memberships, call 417.625.9820 or visit www.mssulions.com.

Joplin Little Theatre held its 32nd annual Encore Awards Night June 6, which was also a celebration of the now-completed 75th anniversary season. “Bertha, the Beautiful Typewriter Girl” won Best Play, “JLT in Concert” won Best Musical and Bill Perry was awarded the Lifetime Achievement Award. For the full list of winners, go to http://joplinlittletheatre.org/.

Having a get together? Need great food for a crowd but don’t need it catered? The Butcher’s Block Event Center & Catering has added an order page to their website for pickup and delivery items with 24 hour notice: brisket, ribs, chicken, sandwiches, sides and more! Go to www.butchersblockeventcenter.com or call 417.624.1000 for more information.

FOX 14’s Mike Olmstead was recognized as Best News Anchor by the Missouri Broadcasters Association at its annual convention at the Tan-Tar-A Resort at Lake of the Ozarks. Olmstead is the executive producer/anchor of FOX 14 News at 9. For more information, call 417.782.1414.

Pittcraft Printing welcomes back Susan Mathes to their team.

After a short hiatus with Joplin Schools, she has returned to add to her 18 years of service with Pittcraft and is excited to serve the Joplin market again. Contact Susan at susan@pittcraft.com or 800.557.7471, ext. 25.

Join Ronald McDonald House of the Four States as they celebrate 17 years of keeping families together. You are invited to the Joplin Blasters game against the Lemurs July 29 when they host a Ronald McDonald House Charity Night. Ticket holders will receive a Blasters team photo, which can be used for autographs at the meet-and-greet following the game. Attendees can also participate in a silent auction and a special appearance by Ronald McDonald. Tickets are $5/general admission, $8/outfield reserved seats, $10/upper reserved and dugout seating, and $12/ box seats. Tickets can be purchased by voucher at the Ronald McDonald House or at the Blasters field on game day (mention Ronald McDonald House when buying tickets). Call 417.624.2273 for ticket information.

Ronald McDonald House Charities of the Four States announces the 17th annual golf tournament “Fore our House” at Twin Hills Golf and Country Club August 13. This tournament is a flighted, 4-person scramble with mulligans, favors, carts, dinner, awards, door prizes and much more. Help families heal together by participating on a team or sponsoring the event. Visit rmhjoplin.

Business Outlook

org/annual-fund-raisers/ for a registration and sponsorship form.

Community organizations are partnering to provide toys and resources during the Christmas in July event for Children’s Haven, an organization that assists children in crisis situations. Partnering organizations include Joplin Area Habitat for Humanity, The Independent Living Center, Joplin Blasters, and College Heights Christian Church. Donations accepted at Joplin Area Habitat for Humanity, College Heights Christian Church or The Independent Living Center. New puzzles, games, DVD movies, art materials, toys, pajamas, backpacks, drawstring packs and socks are appreciated. Please do not wrap items. To find out more about Children’s Haven’s services or to learn how you can make a difference, call 417.782.4453 or email childrenshaven@att.net.

July 2015

Entries may be submitted during regular gallery hours from August 30 through 5 p.m. September 6. There is no entry fee.

Entry forms with complete information are available at Spiva or may be obtained by emailing spiva@spivaarts.org.

Joplin Area Habitat for Humanity is offering 25 percent off items in the ReStore to people who bring a $10-$20 unwrapped gift for the Christmas in July event benefiting Children’s Haven (see above). For more information, call 417.782.6533.

Ozark Christian College recently made improvements to its soccer field, complete with newly graded field, new sod and a scoreboard. The first game on home field will be September 4 at 3 pm against Southwestern College. For more information, go to www.occ.edu.

Cardinal Scale Manufacturing Company recently announced the election of Matthew R. Stovern as president. Stovern began his career at Cardinal Scale in 1998, working in the Customer Service Department and ascended to various production management positions and plant manager. He has served as vice president of operations since 2011. For more information, go to www.cardet. com.

Candy House Gourmet Chocolates is offering summer candy classes for kids ages 4 and up in the downtown Joplin location, 510 South Kentucky Avenue. Olaf’s Beach Party is July 14-18, Candy Monster Party is July 21-25, Superhero Party is July 27-29 and Pirate/Pretty Pirate Party is August 4-8. Cost: $15/ child. For more information, go to www.candyhouse.net or call 417.623.7171.

The Color Dash 5k is coming to Joplin’s Landreth Park September 12 to benefit the Animal Adoption & Resource Center. The fun run/walk is for all ages and abilities. Fifty percent of the proceeds will benefit the Animal Adoption & Resource Center. For more information, go to www.cd5k.com.

The Fireplace Shoppe is hosting an open house July 3 from 11 am-6 pm to showcase their new outdoor kitchen designs and their backyard grilling products. Stop by 2120 East 7th Street to help them celebrate! For more information, call 417.782.2235.

The Chamber is interested in your business. If you won an award, opened another office or are planning an event, let us know. We want to share your accomplishments and events with your fellow members! For our next issue, submit your announcement to wendy@joplincc.com by July 10. Please include “Our Members Announce” in the email subject line. Find all our members in our online Membership Directory.

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July 2015

Business Outlook

Welcome New Members Farmers Insurance - Donnie Greenlee Agency Insurance 4318 South Main Street Joplin, MO 64804 417.553.0153 www.farmersagent.com/dgreenlee Donnie Greenlee, Owner/Agent Sponsors: Donnie Greenlee, Farmers Insurance; Ginger LaMar, JACC Artisun Solar Solar Energy 520 West 103rd Street, Suite 161 Kansas City, MO 64114 816.265.1786 www.artisunsolar.com Kirk Kreisel, CEO Sponsor: Cynthia Marlow, JACC Hire Advantage Employment Agency 2024 South Maiden Lane, Suite 102 Joplin, MO 64804 417.553.0700 www.hireadvantage.com Monica Burlingame, Employment Recruiter Sponsor: Gayle Sawyer, Employer Advantage Starting Point Outpatient LLC Substance Abuse Programs 740 South Illinois Avenue Joplin, MO 64801 417.553.0043 Kelly Young, Owner Sponsor: Donald Heaney, Great Southern Bank The Chamber’s Board of Directors and staff are pleased to welcome our newest Chamber members. Please keep these and all members in mind when looking for goods and services.

Invite your clients or vendors to join the Chamber.

Contact Cynthia Marlow at 417.624.4150 or cynthia@ joplincc.com.

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Calendar of Events for July 2015 July 1 9 am Leads Group Three Chamber Office July 3 Independence Day Holiday Office Closed July 7 9 am Leads Group One Southwest Missouri Bank—McClelland Blvd.

July 8 9 am Leads Group Two Chamber Office July 10 7:30 am Second Friday Coffee The Independent Living Center July 13 12 pm Business EXPO Committee Meeting Chamber Office July 15 9 am Leads Group Three Chamber Office July 21 9 am Leads Group One Chamber Office July 22 9 am Leads Group Two Chamber Office July 23 5:30 pm Business After Hours Briarbrook Golf Course July 28 2 pm Launch Pad Member Orientation Chamber Office

Teeter Insurance Agency

July 2015

Business Outlook

Since 1979 Missouri, Oklahoma and Kansas "REST ASSURED WHEN YOU INSURE WITH TIA, YOU GET PLENTY OF TLC" Linda S. Teeter, LUTCF

www.lindateeter.com 1321 S. Illinois Avenue, Joplin, MO 64801 wk. (417) 781 4820 • fax: (417) 781 7187

Audio / Video Systems Pro Audio Equipment Camera Systems Healthcare Communications

Elite Commercial Audio/Video Sales & Service Toll Free: 800-621-5256 Local: 417-869-0770 aaius.com proaudiosuperstore.com 2120 S. Roosevelt Suite 3 Joplin, MO 64804

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July 2015

Business Outlook

THANK YOU FOR RENEWING THANK YOUInc..........................................................

FOR RENEWING ABC of Joplin, 1992

Joplin Memorial Run.................................................... 2014

HealthCare Solutions Group, Inc............................. 2010

Joplin Metro Credit Union.......................................... 1991 Acme Brick Company.................................................. 1988 Joplin Regional Medical School Alliance.............. 2014 Ad Systems, Inc.............................................................. 1983 Lee Inspection and Consulting Services, Inc....... 2014 ADC Dental Group......................................................... 1981 LPL Financial................................................................... 2014 Ray Alburty Company.................................................. 1973 Thomas McGee, L.C...................................................... 2014 Alert One Pest Control, Inc........................................ 2008 Mense, Churchwell and Mense, P.C........................ 1980 Allgeier, Martin and Associates, Inc........................ 1955 Mid America RV.............................................................. 2014 American Construction............................................... 1996 Mortgage House............................................................ 2014 AMI Radio Group........................................................... 2001 Odell Trucking, LLC....................................................... 2014 Andy’s Frozen Custard................................................. 2012 Oxford HealthCare........................................................ 1978 Annie’s Baking, LLC....................................................... 1952 Pediatric Associates of Southwest Missouri......... 2012 Area Agency on Aging................................................. 1990 People’s Bank of Seneca.............................................. 1996 Audio Acoustics, Inc..................................................... 1986 PILR Technology Services........................................... 2005 Autotronics, Inc.............................................................. 1967 Professional Exteriors................................................... 2014 Baker Davis Roderique, CPAs, PC ............................ 1955 Reeves Tire and Automotive...................................... 1984 Beimdiek Insurance Agency, Inc.............................. 1988 RKS Development, LLC................................................ 2014 Bicycle Specialists, LLC................................................ 2009 RWI Benefits.................................................................... 2011 Big Brothers Big Sisters of the Ozarks.................... 1997 S & S Computers............................................................. 2011 BKD, LLP............................................................................ 1962 Scott Electronic Systems, Inc.................................... 1996 Blanchard, Robertson, Mitchell and Carter, PC... 1974 Sleep Number Store...................................................... 2012 Boy Scouts of America, Ozark Trails Council....... 1994 Specialty Risk Insurance.............................................. 2014 Braum’s ............................................................................. 1989 St. Mary’s Catholic Church......................................... 2014 Briteway Building Maintenance............................... 1993 Stronghold Data............................................................. 2007

Hogan Agency - Farmers Insurance ...................... 2014

Sweet Caroline’s Cream and Coffee........................ 2014

Homewood Suites by Hilton-Joplin....................... 2012

TalentForce...................................................................... 2014

Housing Authority of Joplin...................................... 1991

Tri-State Engineering, Inc........................................... 1991

HVW Specialists.............................................................. 2014

UniFirst Corporation..................................................... 2004

Indian Creek Surveying, LLC...................................... 2014

US Kustoms Collision Center..................................... 2014

Jenny Craig Weight Managemet.............................. 2014

Visiting Angels................................................................ 2014

The Joplin Demize NPL Team................................... 2014

Willis and Associates.................................................... 2014

Able Manufacturing and Assembly, LLC................ 1986 Apollo Industries, LLC.................................................. 2007 Area Hearing and Speech Clinic.............................. 2013 Atlas Safe Rooms........................................................... 2012 Beverly’s Traffic Control and Safety, Inc................ 2011 Central Caisson.............................................................. 2014 Children’s Haven of Southwest Missouri, Inc...... 2005 City Pointe Beauty Academy..................................... 2009 Commerce Bank............................................................ 1957 Craig Williams Creative, Inc. - CommunityLink.. 1998 Contractors Portables, Inc.......................................... 2014 Coventry An Aetna Company................................... 2014 Crossroads Warehouse................................................ 2014 Dolence Law Office, LLC............................................. 2014 Downstream Casino Resort....................................... 2007 Embassy Embroidery, LLC.......................................... 2005 First Home Mortgage................................................... 2002 First United Methodist Church.................................. 1960 Frank Fletcher Mercedes............................................. 2014 Foxberry Terrace Assisted Living and The Cottages................................................................... 2013 Dr. James R. Goff, O.D.................................................. 2014

Joplin Globe Publishing Company......................... 1946

STATE OF THE LOCAL ECONOMY: A REPORT FROM YOUR CHAMBER

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MSA is comprised of Jasper and Newton counties. Information is drawn from the U.S. Bureau of Labor Statistics.

July 2015

Business Outlook

Friday, August 21

2015

Hot Links Presenting Sponsors

Gold Sponsor

Shotgun Starts at 8 a.m. and 2 p.m.

Eagle Creek Golf & Country Club

$350 per team You could win a NEW CAR from Roper Honda by sinking a holein-one like Gary Greene of Pro 100 last year!

03 (F) 7.624.43 1 4 , m o .c joplincc phanie@ 64801 e t S : w e r O McG Stephanie h Street, Joplin, M LINCC.COM t Email, fax or mail your registration to P 4 O t J s . a W E 3 20 AT WW NLINE OR REGISTER O

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July 2015

Business Outlook

Congratulations to the 2015 Graduating Class of Leadership Joplin Matt Alcorn Edward Jones Investments

Brent Powers The Joplin Globe Publishing Company

Kyle Allen Southwest Missouri Bank

Cari Ray Southwest Missouri Bank

Michael Brown Arvest Robert Carlson Thomas Jefferson Independent Day School Casey Chastain Connell Insurance, Inc. Randon Coffey Missouri Southern State University Shawn Daniel Commerce Bank Sandra DeWitt Mid-Missouri Bank Shawn Dodson Joplin Police Department Nathan Doss Community Bank & Trust Alicia Edens Great Southern Bank Brad Ezell Jeff Asbell Excavating & Trucking Trenton Gorman Community Bank & Trust Maggie Hagins Mercy Clinic Mitch Horner Studio One Fitness Tami Houston Hershewe Law Firm, PC 14 Whitney Jacobs

Modine Manufacturing Company

Presented by

Susan Rhoads-Mickels H.O.U.S.E., Inc.

Brian Kelly City of Joplin Kimberly Kory Mercy Hospital Joplin Drew Landoll Empire District Electric Company Heather Lesmeister Freeman Health System/CMN Trista McDaniel BKD, LLP Sarah McMullen Boys & Girls Club of SWMO Julie Munn Joplin Schools - Kelsey Norman Elementary Tim Murphy Mercy Hospital Joplin Pat Nagel Choice Marketing Stephanie Onstot The Alliance of Southwest Missouri Sean Parks U S Bank, N.A. Jason Pierce Monitor Technology Eric Pitcher Joplin Schools

Jeff Ruch Mercy Clinic Erin Slifka Joplin Convention & Visitors Bureau Michele Smith Mercy Hospital Joplin Valine Springer Hershewe Law Firm, PC Christen Stark Freeman Health System Alison Stone Mercy Hospital Joplin Amy Storms Ozark Christian College Tiffany Stout Ozark Center Cindy Sundy CableONE Business Jonathan Wallner Freeman Health System Mike Wardlow Mercy Hospital Joplin (Class Speaker) Julie Wengert Missouri Southern State University Dominic Willis Realty Executives Tri-State Hunter Wool American Ramp Company

Leadership Joplin 2015 Fun

July 2015

Business Outlook

15

July 2015

Business Outlook

Dealing with Customer Complaints

By Karen Bradshaw, Director of the Center for Entrepreneurship, MSSU

Bill Gates once said, “Your most unhappy customers are your greatest source of learning.”

In every business, there will be times when things go wrong and your customers complain. How can you successfully deal with customer complaints? Following are a few suggestions.

Listen carefully to your customers. Many customers have valid complaints. Some customers just want you to listen to them. They want you and your employees to know they were not satisfied with the level of service at your company or the quality of the products. Show sincere interest in what your customers have to say. They may be doing you a favor.

Something may be wrong in your company that needs to be quickly resolved before you have to face a great amount of unsatisfied customers.

Determine what the customer wants. Perhaps they are asking for a refund, credit, discount or replacement. Most customers are complaining because they have a problem they want resolved as quickly as possible.

Find out what their problem is so you can work toward finding a solution that will be good for the customer and your company.

Consider the customer’s point of view. Put yourself in the customer’s situation and try to understand why they are angry or dissatisfied. What if you were the customer and had this same negative experience? How would you feel about the situation? This may help you remain polite and calm as the customer relays his or her frustration.

Get all the facts. Make certain you are making a decision to resolve the customer complaint with all the accurate details of the situation. Details might include if the product is still under warranty, which employee actually completed the service work, etc. Be honest with the customer. Don’t make promises you won’t be able to fulfill.

Don’t be personally offended by complaints.

Most complaints are about policies in the company, 16

lack of on-time delivery, receiving the wrong product, etc. Complaints are usually not about you personally.

Remember, it’s not about you, it’s about the customer.

Take responsibility. Many customers have valid complaints. Don’t start assigning blame and making excuses to customers. No matter who or what caused the problem, never blame or make excuses. This will make you appear insensitive to the customer. Instead, take full responsibility and have the initiative to do whatever you can to solve the problem as quickly as possible. Be prepared to apologize for the problem.

Resolve the problem. You may have to make phone calls, send emails or contact manufacturers to get the situation resolved. If it is a situation where you have to order replacement products or parts, make certain to keep in touch with the customer to update them on the progress of the complaint resolution. Make certain to give the customer a realistic time when the situation should be resolved.

Resolve the problem to the best of your ability, as soon as possible.

Offer an alternative if needed. If you can’t correct the problem, then offer an alternative such as a discount or substitute product or service. This way the customer will hopefully remember that you worked to resolve his or her problem and will be satisfied with your company.

Follow up with the customer. You want to keep them as a customer, so send them a coupon or some other method of encouragement to do business with your company in the future. You want your customer to tell all their friends or relatives about your good customer service level and about your great products and services. You want your company to improve.

According to Zig Ziglar, “Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”

July 2015

Business Outlook

Serve on a City of Joplin Board or Commission Whatever your interest, the City probably has a place for you to serve. Boards and commissions range from the City Tree Board and Conventions & Visitors Advisory Board to Historic Preservation and Traffic Commission. You must be a registered Missouri voter to apply. Find the complete list of boards and commissions, and the online application form, at www.joplinmo.org under the “Government” tab.

Small Business & Technology Development Center Missouri Southern State University The Robert W. Plaster School of Business 3950 Newman Road, Joplin, MO 64801-1512 Phone: 417.625.3128 Fax: 417.625.9782

STARTING A SMALL BUSINESS: THE FIRST STEPS July 9 (Thursday), 1:30-4:30 p.m.

Location: Plaster Hall, Room 108, MSSU Cost: $29 MICROSOFT EXCEL LEVEL 3 July 21 (Tuesday), 1:30-4:30 p.m. and July 23 (Thursday), 1:30-4:30 p.m.

Location: Plaster Hall, Room 320, MSSU Cost: $119

HOLIDAY SUCCESS PLANNING July 29 (Wednesday), 7:30-9 a.m.

Location: Plaster Hall, Cornell Auditorium, MSSU Cost: $20

Find the full schedule of workshops at www.mssutraining.com.

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July 2015

Business Outlook

First (Second) Friday Coffee

Friday, July 10 7:30-8:30 a.m.

Sponsored by and located at The Independent Living Center 2639 East 34th Street

Save the Date!

Hot Links Annual Golf Tournament August 21

Good Morning Joplin September 17

Launch Pad September 30 RSVP by July 8 at www.joplincc.com or 417.624.1996.

Presented by

Business After Hours

THANK YOU!

Presenting Sponsor

Thursday, July 23 5:30-7 p.m.

Sponsored by Joplin Supply Company Located at Briarbrook Golf Course 502 Briarbrook Drive, Carl Junction

Partner: Carl Junction Area Chamber of Commerce 18

RSVP by July 17 at www.joplincc.com or 417.624.1996.

US Bank, N.A., Chairman Sponsor, for helping us communicate with our members!