Business Profile Sept 2010

A MONTHLY PUBLICATION OF THE LEWISTON TRIBUNE яБо SEPTEMBER 20, 2010

An Interview with

1BN )BZT

Owner of Hodgins Drug and Hearing ~ PA G E 8

small talk

CALENDAR  Oct. 1 — Lewiston Chamber of Commerce General Membership, 7 a.m., Morgan’s Alley, (208) 743-3531.  Oct. 6 — Grangeville Chamber of Commerce, 1:30 p.m., Oscar’s, (208) 983-0460.  Oct. 6 — Orofino Chamber of Commerce, noon, Ponderosa, (208) 476-4335.  Oct. 6 — Kamiah Chamber of Commerce, 7 p.m., chamber building, (208) 935-2290.  Oct. 7 — Port of Whitman County, 10 a.m., (509) 3973791.  Oct. 12 — Port of Lewiston, 1:30 p.m., (208) 743-5531.  Oct. 12 — Pullman Chamber of Commerce, noon, location TBA, (509) 334-3565.  Oct. 12 — Grangeville Gem Team, 7 a.m., Oscar’s (509) 983-0460.  Oct. 14 — Port of Clarkston, 1 p.m., (509) 758-5272.  Oct. 14 — Cottonwood Chamber of Commerce, 8 a.m., Coffee Mill Creations, (208) 962-3231.  Oct. 19 — Lewis-Clark Association of Insurance and Financial Advisors, noon, Elk’s Temple, Al Reagan, (208) 7435441.  Oct. 20 — Lewis-Clark Association of Realtors, 11:30 a.m., Elk’s Temple, (208) 7462019.  Oct. 21 — Lewiston Chamber of Commerce Business After Hours, 5 to 7 p.m.  Oct. 21 — Port of Whitman County, 10 a.m., (509) 3973791.  Nov. 3 — Grangeville Chamber of Commerce, 1:30 p.m., Oscar’s (208) 983-0460.  Nov. 5 — Lewiston Chamber of Commerce general membership, 7 a.m., Morgan’s Alley, (208) 743-3531.

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Business owners go back to school for new skills NEW YORK — With the start of the new school year, many small business owners are about to become students.

Some are brand-new entrepreneurs who want to learn the basics, such as how to use accounting software. Others are veterans who want to learn new skills so they can expand their business.

Owners who want to learn have a wide variety of options. Traditional options like colleges and universities offer courses, but so do trade organizations and chambers of commerce.

Some government agencies also have courses.

Lynette Viviani, who owns a public relations firm, will be going to school this fall to learn more about social media and how to use it for marketing. Viviani has taken classes at the City University of New York’s Business Development Institute. She has also taken courses offered by trade groups.

“You have to go out there and learn new things,” says Viviani, whose company, Viviani Associates PR is located in Parsippany, N.J. She’s been taking classes since the early days of running her own business, which she started 22 years ago. At first she was taking courses in subjects like speechwriting. Now, she says, “continuing education is a must, especially in light of today’s evolving world of social media and content marketing.”

An owner concerned about the expense will

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Joyce Rosenberg quickly find that money isn’t an issue. Although some courses at major universities can cost $1,000 or more, there are plenty of courses or seminars that cost $20, $50 or at most, a few hundred dollars.

Location is also not a problem, because so many courses are offered online.

And taking classes doesn’t have to be a big time-burner. Classes range from 90minute seminars to college or university courses that last a semester.

Colleges, Universities And For-Profit Schools Schools ranging from community colleges to major universities usually have courses that appeal to business owners. There are also for-profit schools and companies that offer courses in specific business subjects such as accounting.

Most schools list their course offerings online.

Some of the big-name business schools tend to cater to MBA candidates, but they may also accept students

Business Profile

for individual classes. And some offer certificates in specific areas of business such as accounting, marketing and management.

For owners feeling ambitious enough to pursue an MBA, many schools offer part-time programs.

Jennifer Campisi, who owns a Senior Helpers caregiving franchise in Lafayette, La., took classes given by a consulting firm to learn accounting and other financial basics.

As a nurse she didn’t have a head for numbers. “I had to really get an understanding of the whole financial side of running a business,” she said.

She chose a consulting firm for her studies because it offered refresher courses and support after the class ended.

Chambers of Commerce and Trade Groups Joining a chamber of commerce or trade group can give owners an opportunity to take courses and seminars at little or no cost.

Chambers in the largest metropolitan areas tend to offer a variety of courses; the Denver Chamber of Commerce, for example, has several scheduled each week. Topics include business taxes, using the accounting software Quickbooks, sales and marketing, and how to take advantage of the latest trends in tech-

 See ROSENBERG, Page 4 MONDAY, SEPTEMBER 20, 2010

September 2010  VOLUME 11, ISSUE 9

Business Profile is compiled

by Target Publications of The Lewiston Tribune. Business Profile is inserted in The Lewiston Tribune the third Monday of every month.

 Editors ROBERT JOHNSON bjohnson@lmtribune.com 848-2243 MARY TATKO mtatko@lmtribune.com 848-2244

 Advertising Contact your Lewiston Tribune sales representative or call (208) 848-2292 for advertising information

 Your comments Please write to us at: Business Profile Target Publications Lewiston Tribune 505 Capital St. Lewiston ID 83501 or e-mail us at: businessprofile@lmtribune.com

 On the cover Pam Hays of Hodgins Drug and Hearing in Moscow. By STEVE HANKS of the Lewiston Tribune

 Our favorite quote “When you work for your parents, they immerse you in everything. You cannot learn experience.

You have to live it.”

— Pam Hays (story Page 8)

MONDAY, SEPTEMBER 20, 2010

The games people play

Hodgins Drug and Hearing in Moscow is known for its toy and hobby selection  PAGE 8

 Regular departments

2 SMALL TALK: Business owners can go back to school, too 4 BUSINESS ON THE GO: Who’s doing what 5 WORKPLACE WELLNESS: What’s Facebook got to do with it?

7 BUSINESS ANSWERS: Timelines can prevent being unprepared 12 THE NEXT LEVEL: Team conflict can have good outcome 13 RECORDS: August by the numbers 15 THE JOB COACH: Job offer doesn’t necessarily mean a job BUSINESS PROFILE

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BUSINESS ON THE GO Pullman dentist receives master’s designation

RGU project gets LEED certification

Dr. Jack Chiang, a Chiang graduated Pullman dentist, has from the University been granted masterof Texas Health Sciship status through ence Center San Anthe Academy of Gentonio Dental School eral Dentistry, an orin 2000. He is also ganization of more a graduate of Kois than 35,000 general Center and the Pandentists nationwide. key Institute, a memDr. Jack To achieve the masber of the American Chiang tership designation, Academy of CosmetChiang completed ic Dentistry and a 1,100 hours of continuing Fellow with the International dental education. He is one of Congress of Oral Implantolo2,700 dentist worldwide with gists. He has been practicing this distinction. in Pullman since 2001.

RGU Architecture & Planning of Lewiston received LEED Gold certification for a 2,500-square-foot building at Columbia Basin College in Pasco.

Gold Certification represents one of the highest ratings under the U.S. Green Building Council’s sustainable building guidelines.

The Educational Center is one of only four education buildings in Eastern Washington to be LEED Gold certified. RGU’s design reduces water use by more than 50 percent while incorporating natural light, increased thermal comfort, sensory lighting and a solar hot water system.

ROSENBERG

line courses.

The Connecticut SBDC, for example, has workshops on starting a business, writing a business plan and company finances.

The workshops are held in different cities around the state.

The Kansas SBDC has online courses that take between 30 minutes and two hours to complete, on topics including starting a business, managing finances and marketing.

You can locate SBDCs by visiting the SBA website.

The address is www.sba. gov/aboutsba/sbaprograms/ sbdc/sbdclocator/SBDC_ LOCATOR.html.

 Business on the Go

nology.

Smaller chambers are likely to have fewer offerings, but they are still aimed at helping business owners learn. The Springfield, Ill., chamber has seminars once a month.

This year’s topics have included employee handbooks, customer service and using Facebook as a business tool.

Many trade groups also have seminars and courses, including the American Management Association, the American Marketing Association and the Public Relations Society of America.

We want to know what you’re doing. Promotions, new hires, new products — we want to know.

Please call Business Profile at (208) 848-2243.

Send information to: Business Profile P.O. Box 957 Lewiston, ID 83501 OR businessprofile@lmtribune.com

ATTENTION EMPLOYERS!

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From page 2

SBDCs are sponsored by the Small Business Administration and are located throughout the country, often at colleges and universities. They offer advice and counseling to owners, and many also have workshops and seminars on business basics. They also have on-

And More The SBA has online study courses in areas including finance, business planning, management and marketing. You can find it at www. sba.gov/training/index. html. Another online resource is SCORE, the organization that provides free advice to small businesses.

Its list of online workshops can be found at www.score. org/online_workshops.html.  Rosenberg covers small business issues for the Associated Press.

Respecting People. Impacting Business.SM

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Business Profile

MONDAY, SEPTEMBER 20, 2010

workplace wellness

Social media can help your workplace wellness program Are you on Facebook? Do you tweet? Are you LinkedIn? If so, you probably understand the value these tools have in helping you connect with people in your community. But even if you’re not an active social media user, you’ve probably heard through the news media — or from your kids — that social media usage has exploded in the past 10 years.

There are currently more than 500 million active users on Facebook, 50 million tweets published each day and more than 75 million LinkedIn users in 200 countries. Social media sites are popular because they help people build connections and relationships with others who share the same interests and activities, and for that reason they can be a great addition to your workplace wellness program. Social media can help connect employees participating in workplace wellness and offer a virtual support group where they can find encouragement, ask questions and share their successes and setbacks.

From a bottom-line perspective, the best part about integrating social media into your company’s workplace wellness program might be the fact it’s free. But because it’s popular with people across all age groups, it can also help drive participation, connect employees who don’t know each other (especially in large companies) and provide accountability. For example, if an employee sends out a tweet saying he’s going to walk three miles over the lunch hour, MONDAY, SEPTEMBER 20, 2010

commentary

Justin Jones after lunch people will likely ask him if he walked and how far he went.

There are many ways to weave social media into a workplace. It can be as simple as sending employees a list of social media wellness resources to hiring a company to build a custom social media program for your company. No matter what your company’s budget or familiarity with social media tools, there’s an option that can work for you. l Private pages or groups: Create a Facebook page specifically geared toward participants in your company’s workplace wellness program.

Update it with information about wellness resources offered by your company, and encourage employees to post about their wellness journey.

Another option is to set up a workplace wellness group on Yahoo or Google. (http:// groups.yahoo.com/ and http://groups.google.com/). l Blogs: Encourage your CEO or another employee to create a blog about his or her own wellness experience. It

can be especially meaningful if it’s someone working toward an important health goal (losing 50 pounds for instance), and it’s a great source of inspiration for other employees. l Sharing resources: Email employees a list of social media sites focused on wellness. Good places to start are www.mapmyrun.com (to find new running routes in your community), www.weight losswars.com (to sign up for a weight loss challenge), www. pfpchallenge.com (Biggest Loser’s pound for pound challenge — a pound of food goes to local food bank for each pound lost), and www.qwit ter.tobaccofreeflorida.com (uses Twitter to help you stop smoking). l Health insurance: Don’t forget to ask if your health insurer offers any online wellness support. For example, my employer (and insurer) Regence BlueShield of Idaho, offers an online support com-

munity through its member website www.myRegence. com. Members can find wellness tips, resources and advice from other members. l Paid support: If the social media world is intimidating or unfamiliar to you, there are also online companies that can manage the social media component of your wellness program for you. Check out www.shape upthenation.com.

The one thing I can guarantee you is that social media is here to stay. Your employees are probably already using it, so whether you dip a toe in the social media pool or dive all the way in, I recommend you start taking advantage of the many benefits of social media for your workplace wellness program.  Jones is the Wellness Program Coordinator for Regence BlueShield of Idaho. He can be contacted at justin.jones@ regence.com

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Serving the Lewiston/Clarkston Valley and surrounding area.

Business Profile

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BUSINESS PROFILE

MONDAY, SEPTEMBER 20, 2010

business answers

A hiring timeline can be your best friend Q: I anticipate needing some employees next month — when should I start advertising?

A: The best way to determine when to advertise is to use a hiring timeline. You simply list all the events that must take place prior to expecting the new employee to work unsupervised, and that will tell you when you need to start the process.

First, you need to determine what the person will be doing. If you have filled the position frequently in the past you probably have a good idea of this, but if it is a new position, you will need to identify what the position will entail. Writing the duties of this position means writing a job description, and you may need to do a job analysis first. For this first task, you

commentary

Ruth Lapsley will take zero to two weeks.

Second, you need time to acquire a pool of qualified applicants. If you already have a pool on file, then obviously this task will be quick.

But if you have to advertise in the newspaper, perhaps twice in a Sunday edition, you are looking at two weeks’

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time. If the position requires advertising in a national professional publication, you are looking at somewhere between one and six months of advertising before you have an adequate pool of applicants.

Third, you will need to review the applications or resumes. If only a few applicants respond, you might be able to complete this task in one day, but a week is more likely if you have other duties you need to accomplish during the review period.

Fourth, you need to schedule interviews; again, this time is dictated by the nature of the position. You might be able to interview just a few individuals, or you might need to schedule many interviews over a week or two.

Once you have made a hiring choice, that individual will need to give notice to her current employer.

Two weeks is standard for most positions, but professional positions can require one to six months prior notice. You will need to allow your new hire a reasonable time to leave prior employment, as this sets the tone for when this hire leaves your employment.

If you demand the new

person start in one week, you will likely only receive a oneweek notice when that person leaves you for a different employer.

After all this is done, you need to consider training time.

Depending on the position, you may have a few hours or a few weeks of training before you can trust the employee to work solo. This means whoever is mentoring the new employee will not be able to complete her normal level of work during the training period, so expect to lose some productivity.

For positions that are routinely filled with a sign in the window, you may be able to hire within a week. On the other side of the spectrum, for a professional position that requires substantial advertising and present employer notification time, you may need to start nine months to a year before filling the position.

The hiring timeline is a handy tool that helps spell out your time expectations to fill a position.  Lapsley is an associate professor in the business division at Lewis-Clark State College on the Lewiston campus.

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7

cover story

Tribune/Steve Hanks

Pam Hays, owner of Hodgin’s Drug and Hearing in Moscow, shows some of the depth of model building supplies and models available at the store.

She’s still a kid at heart As owner of the business, Pam Hays has numerous areas of expertise, but she especially likes the toys 8

By Mary Tatko

and cry when they have to leave.

It’s a turn of events she’s MOSCOW — Pam Hays proud to have orchestrated.

Hodgins is a full-service remembers when little kids used to scream and cry when pharmacy and hearing aid they had to go with their par- center, but it’s also a destination for the young (and young ents to Hodgins Drug.

Today, she said, kids scream at heart), offering educational Of Target Publications

Business Profile

toys, hobbies, models and the occasional gag gift.

A model train track loops around the front of the store, above the heads of shoppers browsing aisles of wooden toys, craft kits, dollhouses

 See HEART, Page 9 MONDAY, SEPTEMBER 20, 2010

cover story

HEART

From page 8

and an extensive assortment of Lego products.

In the late 1980s, Hays began working at the store with her father, Bob Beutler. It was pretty much the same as she remembered it from growing up: a pharmacy where customers also could pick up typical drug store items such as cosmetics.

But third-party reimbursement was changing the climate for pharmacies, and drug store owners were realizing they had to find a niche.

For Hays, who had two young boys at the time, toys seemed a natural choice.

The store had carried some toys since the 1960s, in the basement. Hays revamped and expanded the inventory, bringing it upstairs, front and center.

Her focus was educational and classic toys, such as Lincoln Logs, Silly Putty, Slinky and Etch-A-Sketch.

Since the initial expansion, the most notable addition, she said, has been Lego, which typically is the store’s top seller, followed closely — and sometimes usurped — by Playmobil, a line of plastic figures and accessories from Germany.

“The majority of our toys are not manufactured in China,” Hays said, a fact that became more important to customers three years ago when lead in products from China prompted several high-profile toy recalls.

Thomas the Tank Engine toys were among those affected, and though Hodgins still carries the wooden trains and tracks, Hays said the line never has regained the popularity it had before the recall.

MONDAY, SEPTEMBER 20, 2010

Tribune/Steve Hanks

The downstairs toy and model room in the basement of Hodgins Drug and Hearing includes a running train with a downtown Moscow scene.

Hodgins Drug and Hearing Location: 307 S. Main St. Owners: Pam Hays and Bob Beutler Products and services: pharmacy, including delivery; hearing aids; educational toys, gifts and hobby items Employees: 14 full and part time History: The original store, founded in 1889

by Roland Hodgins, was in Genesee. When it was announced the University of Idaho would be located in Moscow, Hodgins moved his business there, around 1890, making it probably Moscow’s oldest business.

Its first Moscow location, north of the current store, burned, and the business has been at 307 S. Main since the early 1900s. Roland Hodgins’ son Gerald took over the business in the late 1930s or early 1940s, then sold it to Will Heflin and Bob Beutler in 1962. Beutler bought out Heflin, in 1972 and continued with the business until retiring about 10 years ago. Now his daughter, Pam Hays, who began working in the store in the late 1980s, runs the family business. They also own the Clarkston Heights Pharmacy.

When it comes to choosing toys, Hays, who describes herself as a big kid (“I’ll

probably never grow up,” she said.), shares duties with close friend Cyndie McCabe.

Business Profile

McCabe and Hays were soccer moms together before McCabe began working at the store part time. Hays still oversees the buying but has moved more and more of the responsibility to McCabe.

“She has just become my right hand,” Hays said. “We complement one another really well.”

That’s important, Hays continued, because her own ideas sometimes are too offthe-wall.

Right on cue, McCabe walked by Hays’ open office door and stopped to peek in.

She had come by, she said, to make sure Hays wasn’t talking to herself.

No, Hays assured her. She was being interviewed, and just happened to be talking about some of the wild product ideas from which McCabe had rescued her.

“I’m the one who keeps

 See HEART, Page 13 9

“Sightings on the Web” .

ASSISTED LIVING & DEMENTIA CARE Guardian Angel Homes www.guardianangelhomes.com

ATVS - MOTORCYCLES Guy's Outdoor Equipment www.guysoutdoor.com

AUTO DEALERS Chipman Taylor Chevy Olds www.chipmantaylor.com Herres Chevrolet www.herreschevy.com James Toyota www.jamestoyota.com Vern Eide Motorcars www.verneide.com

BEAUTY SCHOOLS - SALON Headmasters School of Hair Design www.headmastersschoolhairdesign.com

BOOKS ...and BOOKS, too! http://andbookstooonline.com/

BUSINESS SERVICES

DENTISTS (CONT.)

Valley Vision, Inc. www.lewis-clarkvalley.com

James E. Pierce, D.D.S. www.LewistonDentist.com

CAMERAS - PHOTOGRAPHY

Dr. David Wilkinson, DDS, MS www.wilkinsonortho.com

Wasem's Drug www.wasems.com

FINANCIAL INSTITUTIONS

CAMPERS - RVS

Banner Bank www.banrbank.com

Krueger's RV www.Kruegers-rvs.com Travelland R.V. & Canopy www.travelland-rv.com

CERTIFIED PUBLIC ACCOUNTANT Su Brown & Associates, PLLC www.subrown.com

CHAMBER

OF

COMMERCE

Lewiston, ID Chamber of Commerce www.lewistonchamber.org

CHURCHES Abundant Life Church www.abundantlc.org Warner Avenue Alliance Church www.warneralliance.com

CREDIT UNIONS

FLOORING Floor Coverings™ International lewiston.oorcoveringsinternational.com

FUNERAL HOMES Mt. View Funeral Home www.MtViewFuneralHome.com Merchant Funeral Home www.MerchantFuneralHome.com

FURNITURE Sylvan Furniture www.sylvanfurniture.net

GRAIN DEALERS Almota Elevator http://users.colfax.com/almota

HARDWARE Erb Hardware www.aceretailer.com/erbslewiston

Potlatch No. 1 Federal Credit Union www.p1fcu.org

HOSPITALS

DENTISTS

St. Joseph Regional Medical Center www.SJRMC.org

Dentistry "4" Children, LLP www.wigginsd4c.com John J. Johnson D.D.S., P.C. Making Valley Smiles Brighter since 1997 www.yourvalleysmile.com

INTERNET SERVICES Cable One.net www.cableone.net

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Business Profile

MONDAY, SEPTEMBER 20, 2010

Website Directory of Area Businesses and Organizations LIBRARY FOUNDATION

Lewiston Library www.lewistonlibraryfoundation.org

NEWSPAPERS

Lewiston Tribune www.lmtribune.com Moscow Pullman Daily News www.dnews.com

PORTS

Port of Clarkston www.portofclarkston.com

Re/Max River Cities www.HomesAtRiverCities.com Rock-n-Roll Realty www.Rock-n-RollRealty.com Century 21 Price Right www.21priceright.com Results Realty www.ResultsRealty.net Windermere www.WindermereAllstar.com

RECREATION CENTER

Port of Lewiston www.portoewiston.com

Orchard Lanes www.orchardlanesbowling.com

PUBLIC LIBRARIES

REHABILITATION SERVICES

Lewiston City Library www.cityoewiston.org/library

REAL ESTATE - SERVICES Alliance Title & Escrow Corp. www.alliancetitle.com

Opportunities Unlimited www.oui.org

RVS

Lewiston RV Center www.lewistonrvcenter.com

Assist-2-Sell www.lewistonclarkstonhomes.com

SPAS

YB Tubless - 216 Thain Road www.ybtubless.com

TAX SERVICES

TaxMaster Income Tax www.itaxmaster.com

TELEVISION STATIONS KLEW News www.klewtv.com

TRAVEL - OREGON

Ocean Terrace Condominiums Lincoln City, Oregon www.oceanterrace.com

USED AUTOS

Clarkston Auto Sales, Inc. www.clarkstonautosales.com

WINDOWS

Windows, Doors & More www.wdmsstore.com

Cindy Perttu www.CindyPerttu.com Coldwell Banker Tomlinson Associates www.cbtvalley.com Joyce Keefer www.joyceKeefer.com Judy Higgins www.HigginsTeam.com Kathy Parsells www.KparSELLS.com

.

Realty Executives www.RE-TP.com Marilyn Wilson www.wilsonsell.com Parkview Real Estate www.parkviewrealestate.com

Call 208-848-2246 for Advertising Information

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MONDAY, SEPTEMBER 20, 2010

Business Profile

11

the next level

Turning team conflict into a win-win situation At first glance, conflict can seem negative. But if it’s handled properly, it can be useful and help everyone involved to learn and to grow.

Organizations benefit from having individuals who have a diversity of thought.

Studies show that heterogeneous groups are much more productive than homogeneous ones. If you really think about this, it makes sense. A group with differing experiences, backgrounds and perspectives working together is likely to be much more effective because thoughts are expanded and alternate solutions are offered by exploring many angles.

We work hard to create harmonious work environments but even when we are doing everything right, conflict can arise. In all work environments conflict is inevitable. It is of course how we deal with conflict that will make or break the situation.

When conflict is handled successfully, it can ultimately build a better working environment and provide us an opportunity to learn about ourselves as well.

Conflict is often given a bad name because we don’t know how to harness and embrace it. When conflict is not handled properly, not

commentary

Rene JohnstonGingrich only do we not get the problem solved, we often end up making it worse. That is why understanding conflict resolution strategy is important.

There are several tips that can help us to handle conflict more effectively.

1. Don’t avoid the ugliness. It is a natural tendency to avoid conflict, but that only results in the situation deteriorating. Treat it like a fungus — address it quickly and don’t allow it to grow.

2. Allow conflict to be heard. Many times conflict is a result of a simple miscommunication that can be cleared up but allowing the individual or individuals to

discuss the problem. Often that same individual just wants to know someone is listening. He needs to know he was heard.

3. Stick to the issue. Be sure when you address conflict you focus on the issue and not the individual.

Center the discussion on how to solve the problem and be sure it does not become a personal attack.

4. Take emotion out of the equation. In addressing the conflict and hearing the individual out you are meeting his emotional needs. However, we have to be objective when developing a solution.

We must remain focused on the facts and the aspects we can control.

5. Look at the big picture.

Are there underlying issues?

Is this a symptom of a larger problem? Examine why this concern has surfaced and what changes need to be made to prevent this conflict from arising in the future.

6. Use the “We” solution.

Remember that in solving

 Johnston-Gingrich has been a business owner in the Lewis-Clark Valley for more than 15 years. She works as an independent trainer and consultant and is an adjunct faculty member with LewisClark State College’s business division. She may be contacted through her website at www.rjitac.com.

pachter on books

Two authors explain tricks of persuasion

By Richard Pachter Of The Miami Herald

Some people are naturally charming and persuasive. Others are clearly not, though they may try to motivate you with their logic, reason and sound arguments.

Unfortunately for them, humans are not logical crea12

conflict you should strive to create a strategy where you and the employee are on one side and the issue is on the other. Present solutions that put you in position to solve problems as a team.

Finally, conflict brings us an opportunity to examine a different point of view.

It is often a health check that allows us to delve into aspects of the organization that if left unaddressed could cause long-term damage to the team. Conflict, when addressed properly and with an open mind, can be an opportunity for both personal and professional growth.

Business Profile

tures, and they are rarely rational. We generally form our choices based on emotions, then use “facts” to justify our decisions, as anyone who’s had any sales training can tell you or any nerdy guy who lost a pretty girl to a bad boy (or vice versa) knows all

 See PACHTER, Page 16 MONDAY, SEPTEMBER 20, 2010

cover story

HEART

From page 9

her on task,” McCabe said, laughing.

Not that every unusual idea is shot down: It turns out edible bugs, including crickets, ants and larvae enrobed in chocolate or encased in hard candy “amber,” are good sellers, primarily as stocking stuffers for college-age boys.

Growing Into The Business “It’s a little bit nuts in here,” Hays admitted. “It’s almost like I have a massive case of ADD.” But Hays’ tendency toward distraction and her sometimes frenetic pace are products not just of her personality, but of her profession. Owning a business with several varied facets means her attention always is being pulled in more than one direction.

While she loves them as much as any kid does, Hays explained the toys and hobby items make up only about 15 percent of the store’s “dollar volume.”

The pharmacy makes up about 75 percent of the bottom line and hearing aids about 10 percent. Hays oversees the business end of the pharmacy, and she went back to school to become a hearing instrument specialist so she could operate that portion of the business when her father retired.

She hadn’t intended to do any of it, she said, after being “slave labor” in the store as a child.

After getting married in 1979, she and her husband, Doug, moved out of the area for about 10 years. When they returned, she began helping MONDAY, SEPTEMBER 20, 2010

Pam Hays Occupation: drug store owner, hearing specialist Age: 52 Residence: Troy, Idaho Family: husband Doug, two children Education: graduated Moscow High School; attended University of Idaho; graduated Mt. Hood Community College, Portland, Ore. Civic: past president and current board member, Moscow Chamber of Commerce; treasurer, Gritman Medical Center Foundation board; member and past president local P.E.O. chapter; member, Elks Lodge; member, First United Methodist Church choir and hand bell choir

“When you work for your parents, they immerse you in everything. You cannot learn experience. You have to live it.”

— PAM HAYS, OWNER OF HODGINS DRUG AND HEARING her father.

“One thing led to another, and I’m still here.”

Initially, she enjoyed repositioning the business as a toy store, then found her interest extended to other departments, too.

And having been around the store most of her life, she had more knowledge than she realized.

“When you work for your parents, they immerse you in everything,” she said. “You cannot learn experience. You have to live it.”

Attending Mt. Hood Community College in Portland, Ore., gave Hays the expertise she needed to fit customers with hearing aids. She then benefited from several years of working with her father before he retired. Going to school, then working with someone with experience was the best of both worlds, she said.

“Hearing is just such a complicated issue,” she said, explaining it involves not just how the ears work, but how

they work with the brain to process sound.

Technology has come a long way since Hays first studied hearing devices. She attends periodic conferences and training to earn continuing education credits to keep her certification current.

Hearing aids have gone from analog models that could be adjusted only for volume to digital devices that self adjust for a whole range of factors, including feedback.

“They have changed a huge amount in the 20 years I’ve been doing this,” she said.

More sophisticated devices actually make the experience for the user more simple, Hays said. Customers who want to learn about how the hearing aids work certainly can do so, but technophobes can simply enjoy better hearing without the need to tinker with anything.

“You can make it as complicated or as easy as you choose.”

Business Profile

A Big Kid Like any small business owner, Hays spends much more than 40 hours a week at her job.

“I’m here a lot of funky times,” she said. “A lot of hours.”

But she and Doug find time to travel, and she enjoys golfing and gardening.

“We’re pretty family oriented,” she said.

Staying connected to the kid in her is part of Hays’ life at work and at home.

For her 50th birthday, she chose the ultimate celebration of youth, a trip to Disneyland. She proudly wore an “It’s my birthday,” button all week, she said, reveling in the spontaneous “happy birthdays” and birthday songs she received as she and Doug wandered the park.

And work can look an awful lot like play when you’re selling toys. Testing new ones is a job Hays chooses not to delegate. She and McCabe laugh about an incident in Friendship Square where they were eagerly sending flying birds into the air. The two could only smile guiltily when one of the birds hit a passerby in the head. The woman glanced around, a stern look on her face, clearly expecting the culprits to be children.

“The only people there were Cyndie and I,” Hays said.

Continuing her family’s business has been an unexpected joy in many ways, Hays said. The store’s longtime customers have seen her grow up, at least as much as she’s chosen to. And serving a clientele of all ages, from children to seniors, is a job that energizes her.

“I never thought that I would be here doing this, but I am and I love it,” she said.

“It’s a challenge, but it’s a fun challenge.”

13

records: August

Expert offers five tips to update your resume Career Potential

Haverford, PA — September marks the 10th annual celebration of “International Update Your Resume Month.”

The observance, originated

by Career Directors International in Melbourne, Fla.,

provides job seekers with a proactive approach toward obtaining the next step in career growth.

Ford R. Myers, career coach, speaker and author of “Get The Job You Want, Even When No One’s Hiring,” (John Wiley & Sons, www.

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housing market update lewiston, clarkston and asotin 1. Number of homes on the market as of Sept. 7: 523.

2. Number of homes sold in the last six months (March 1 to Aug. 31): 336.

3. Average sales price of those homes sold in the last six months: $173,642.

4. Average days on the market in the last six months: 137.

moscow 1. Number of homes on the market as of Aug. 31: 238.

2. Number of homes sold in the last six months (March 1 to Aug. 31): 146.

3. Average sales price of those homes sold in the last six months: $187,041.

4. Average days on the market in the last six months: 143.

Source: Multiple Listing Service Sponsored by: Steve Donovan (208) 423-0494 14

getthejobbook.com) suggests the following five tips for developing resumes that stand out from the crowd:

targeted lines oriented toward the benefits and contributions you offer as a professional,” Myers said.

2. BE SPECIFIC 1. BE BRIEF Although individuals Myers specifically points should be as specific as posout that of the main sections sible throughout the entire of a resume — Career Sum- resume, this tip should be exmary, Professional Experi- ercised most in the “Profesence, Education, etc. — the sional Experience” section.

Summary section is where “The ‘Professional Experibrevity counts the most.

To grab the reader’s atten See RESUME, Page 15 tion, you’ll need five or six

ASK IDAHO DEPARTMENT OF LABOR Question: I am an Idaho employer, and I employee some secondary school students. Now that school is in session, are there any limitations on when those students can work?

Answer: In Idaho, if the student workers are 16 or over, they can work any day, any time of day and for any number of hours, there are no restrictions. If the student workers are 14 and 15, there are restrictions. Outside of school hours these younger workers, can work from 7 a.m. to 7 p.m., except from June 1 through Labor Day, when they can work until 9 p.m. These workers can not work more than three hours on a school day and no more than 18 hours in a school week. On non-school days and weeks, these workers can not work more than eight hours a day and no more than 40 hours in a week. For more information on youth employment rules, visit www.youthrules.dol.gov or contact your nearest Idaho Department of Labor office for assistance.

INDIVIDUAL BANKRUPTCIES FOR AUGUST 2010, BY COUNTY A B C 0 D E F 1 G H

3

0

3

4 11 15 12

A — Asotin B — Clearwater Business Profile

4

6

9

C — Garfield D — Idaho

12 E — Latah F — Lewis

15

18

21

G — Nez Perce H — Whitman

MONDAY, SEPTEMBER 20, 2010

the job coach

After the interview comes the job OFFER The object of a job search is to get the job offer, not necessarily the job.

Recently, Kerrie and Debbie had to decide which job to take from two job offers the same day. The decision would affect their lives in many ways. You have the final say in whether or not you take a job, but to get that choice you must first get the offer.

Interviewing skills increase each time you use your short, positive presentations or stories to demonstrate positive strengths and abilities to do the job. Telling others what you enjoy, do well and are proud of leads to a job offer and success in meeting your personal goals.

The more interviews you have, the better prepared you will be.

Don’t turn down the job before it is offered; you don’t have a legitimate job offer until the company representative says three things: the day they want you to start work, what your specific duties will be and what are they going to pay you. If you don’t

Newly licensed businesses  Amy McCall Photography — Amy McCall, freelance photography, 3809 13th St. D, Lewiston.

RESUME

From page 14

ence’ section is where your past jobs, roles, responsibilities, and accomplishments MONDAY, SEPTEMBER 20, 2010

The easiest way is to write a list comparing job offers. Now consider and write the answer for each job: the position duties; working conditions; what are you going to wear every day; what shifts (part-time or full time); will you ever see your family; and how many bosses must you please?

Continue with this short quiz, answering yes or no.

commentary

Darlene Larson

If you answered no to five or more questions, turn the job down and keep searching.

If you answered yes to five or more, ask for answers to any questions or doubts and then accept the job, if you get the right answers.

Both women I mentioned at the beginning of this column took deep breaths and stopped long enough to consider the positions they were being offered. Kerrie took a professional, office environment with regular hours, working on the computer and phone. Her job has defined salary, benefits, raises and chance for advancement nationwide. Debbie took a sales position that involves interacting with the public, teamwork, meeting new clients and selling a variety of products. Both are looking forward to making new friends, learning new skills and taking home a paycheck.

hear these three things, ask.

A job offer is the result of an effective interview. The offer will go to the best, technically qualified candidate only about 10 percent of the time; it is the best interviewer who gets the offer.

After the definite job offer, then you can get “the rest of the story,” as Paul Harvey used to say. You don’t have to accept the job offer the minute they ask you to work for them. You have rights as a potential employee to ask questions and take some time to consider the offer.

1. Do you like the nature of the work you will be performing?

2. Can you do the job or learn to do it in a reasonable period of time?

3. Is the company stable; did you check its history?

4. Is the chemistry good; do you like the people?

5. Is the company offering a fair wage for your service?

6. Is there opportunity for growth or education in this position?

7. How long is the commute time or will you be asked to relocate?

8. Is their philosophy of doing business in keeping with yours?

 Best of Show Concessions — John Preston, mobile food, 1038 Warner Ave., Lewiston.

 Larry Terherst LLC — Larry Terherst et al, couseling service, 1702 16th Ave., Lewiston.

 The Landing Strip — Edwards Restaurants, restaurant/lounge, 406 Burrell Ave. Ste. 201, Lewiston.

 His Servant LLC — Richard Sherwin, janitorial/cleaning, 3905 Barr Rd., Lewiston.

 Martin and Sons — David Martin, washing/ detailing service, 108 Fifth St. Apt. 1, Lewiston.

 Webster Recovery Agent — Kendall Webster, recovery agent, 2525 Eighth St. No. B13, Lewiston.

are listed.

3. BE ACTIVE Myers urges resume writers to use strong action words at the beginning of every sentence. “Words such as ‘direct,’ ‘launch,’ ‘initiate,’ ‘devise’ and ‘lead’ have a lot

more meaning than a vague phrase like was ‘responsible for,’ ” Myers said.

4. BE SELECTIVE Focus on information that is truly relevant to your career goal and edit out the rest. “There is no need to fo-

cus on your after-school job or high school accomplishments if they are not relevant to the career you’re looking for,” Myers said.

5. BE HONEST Myers warns job seekers to never lie on a resume.

Business Profile

 Larson is a retired employment specialist and job trainer. She may be contacted at darlarson@clearwire.net.

15

PACHTER ON BOOKS

PACHTER

From page 12

too well.

In business, if you can’t get your point across or convince others of the value of your ideas, you’re finished before you begin.

But there’s hope. Apparently those of us who lack the innate charm and magnetism to routinely perform Jedi mind tricks with the truth can learn how to break free to connect and influence others despite our rational and logical viewpoint. (Maybe.)

Here are two new books that fearlessly attempt to convey the tricks and truths of persuasion to the charisma-free among us who remain mired in the realitybased world.

—————— “27 Powers of Persuasion: Simple Strategies to Win Allies and Seduce Audiences”

by Chris St. Hilaire with Lynette Padwa; Prentice Hall Press, 240 pages ($25).

Hilaire works as a consultant to attorneys seeking to frame their arguments in ways that juries will accept and acquit (or convict) despite the law. Well, that’s unfair, of course, but his previous experience as a political consultant also gave him a great foundation to build upon.

Legal cases are rarely cut and dried, so he must find ways to frame arguments so that his clients’ clients are seen in a less harsh light, so aspersions are cast upon their adversaries. It’s manipulation, to be sure, but he seems to have encountered few moral quandaries — or successfully avoided irksome moral ambiguities — as he went about this business.

Regardless, St. Hilaire 16

provides a number of interesting and useful methods for presenting ideas and providing contexts for arguments and issues.

He’s practical and conveys mild amusement throughout for the processes involved, though he very wisely recognizes how humans think and act and does a really fine job of conveying his insights.

His anecdotes are apt and instructional, too.

I especially liked his account of how Mazda’s ad agency persuaded the car company’s incumbent and intractable management team to change gears in its approach to advertising, using a combination of information, emotion and smart strategy.

“Zoom zoom,” indeed.

—————— “Convince Them in 90 Seconds or Less: Make Instant Connections That Pay Off in Business and in Life” by Nicholas Boothman; Workman Publishing, 295 pages ($12.95).

Boothman is a devotee of neuro-linguistic programming, a somewhat controversial approach to communication and psychology.

Though he may apply its principles herein, for the most part his ideas seem more like common-sense tips on the mechanics of human interaction, like looking people in the eyes, smiling, asking questions to elicit their interest ... things like that.

There is nothing particularly radical or revolutionary about any of this stuff, and Boothman is an upbeat and lucid writer, so it’s a pleasant and easy read.

Whether it will transform you into a latter-day Svengali is an open question, but one can do far worse than follow his ideas and personal experiences as presented in this entertaining little book.

S.E.O. A.S.A.P.

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