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NOV. 2017

Business Owner’s Lending Guide 2018

Banking Addressing Challenges to Meet Business's Needs

Is It Really Humans vs

Artificial Intelligence? The Case for

Corporate Conservation Business Agility from Behavioral Economics $4.95 INBUSINESSPHX.COM

THIS ISSUE National Association of Women Business Owners – Phoenix

NOV. 2017



Banking: Addressing Challenges to Meet Business’s Needs

Decisions within the industry have far-reaching impact on the economy — and beyond. Local bankers share their expertise and experience to bring their insights on specific issues to In Business Magazine readers. FEATURES


Tools for a Changing Workforce

Bob Rosone and Tim Murphy discuss how behavioral economics can help midsize companies become more agile.




Lending Guide 2018

NOV. 2017



Banking Addressing Meet BusineChallenges to ss's Needs

Corporate Conservation Is More than Just a Box to Be Checked

Susan Anable shares tips for implementing a corporate conservation program, using real-world successes at Cox Communications as example.

Is It Really



National Business Association of Women Owners – Phoenix

Humans vs Artificial Intelligen ce? The Case Corporate for Conservation Business Agility from Behavioral Economic s



“The Pain Drain: The Fiscal and Societal Burden of Chronic Pain” and “Prepare for Open Enrollment”



With infill opportunity abounding, local attorney discusses critical legal challenges for developers.



New releases give fresh insights on business thinking.



Get a year of In Business Magazine Subscribe now at

PARTNER SECTION Celebrating 30 years of serving the women business owners of Phoenix

Fall 2017 •

November 2017 Message from Julie S. Cook Serving as the president and the chief cheerleader of NAWBO Phoenix for the 2017/18 year is a



Guest Editor

Paul Hickman, president and CEO of Arizona Bankers Association, introduces the “Banking” issue.



Anthony Austin and Darren Case respond to In Business Magazine’s burning business question of the month.


From the Top

Local title company celebrates a decade of excellence under the leadership of Jim Clifford and founder Bart Patterson.



2018 Range Rover Velar Plus: Staying fit protects our biggest asset — our health.

privilege of a lifetime. I’m meeting and connecting with so many amazing women who have had and are making a huge influence in my life. Because of how my life has been affected in such a positive way, I encourage businesswomen — and men, of course — to come and see what NAWBO is doing for its members and for the community at large. NAWBO Phoenix is an organization of women business owners who are serious about running their businesses and these same business owners have found in this organization support for that philosophy. NAWBO Phoenix is built on the pillars of Education with Advocacy, Connections, and Collaboration and Inclusion. NAWBO is an organization that works to: STRENGTHEN the wealth-creating capacity of our members and promote economic development; CREATE innovative and effective changes in the business culture; BUILD strategic alliances, coalitions and affiliations; and TRANSFORM public policy and influence opinion makers. I joined NAWBO Phoenix about four years ago and spent the first year or so observing the organization and feeling somewhat like an outsider. This situation was of my own making, and when the day came that I finally said, “I need to get involved by joining a team,” my membership shifted, and the rest

Julie S. Cook President, NAWBO Phoenix Owner, Idea Three Creative P.O. Box 32020 Mesa AZ 85275 Tel: (480) 390-0495 Email: Web:

is history. The NAWBO 2017/2018 board year is being guided by and for women who are passionate about the good of the organization and bringing value to the membership. Come and see what we have to offer you! You’ll be happy you did.



Looking forward to your success,


Julie S. Cook NAWBO Phoenix President, 2017 – 2018

NAWBO® prides itself on being a global beacon for influence, ingenuity and action and is uniquely positioned to provide incisive commentary on issues of importance to women business owners. NAWBO Phoenix propels women entrepreneurs into economic, social and political spheres of power.

We host networking and education events throughout the valley each month, open to both members and guests. Check out our calendar at and join us! Take advantage of this great networking opportunity by bringing business cards and making connections.

For more information, please visit

Phoenix Metropolitan Chapter of the National Association of Women Business Owners 7949 E Acoma Dr., #207, Scottsdale, Arizona 85260 480-289-5768 •



39 National Association of Women Business Owners - Phoenix


“Energy Efficiency Still Markets Well,” “Travel Drives Revenue?” “On-Demand Wage Payments,” “VR for HR,” “Local Standouts Recognized for Achievements and Philanthropy,” “Organization Addresses Return-to-Work Challenges” and “Local Company Leads the Way in Water Purification”


Community Banks Credit Unions Lending Institutions & Resources

47 Business Owner’s Lending Guide 2018

NOV. 20 1 7




“Phoenix Has Decade of Strong Industrial Construction,” “Sky Harbor Market ‘Coveted,’” “Race to Remodel” and “Big Box Repurposed”


Power Lunch

Bobby-Q: Hot for Barbecue Plus: Pasta is a perennial favorite.



Industry insider provides perspective on the humans-vsartificial intelligence issue.

By the Numbers

Recent report explores success dynamics among Hispanic small-business owners, who are among the fastest-growing market of entrepreneurs in the United States.

15 Major Banks



“Reprogramming Tech Education,” “Got Hacked Yet?” “Business Travel Fraud vs Technology” and “Speedier Feedback Improves Results”




Best Practices for Online Growth — Tempe Chamber of Commerce ‘Creative Collaborations to Grow Your Business’ — Local First Arizona



Business events throughout the Valley

Open Enrollment for healthcare is upon us (see page 18 for tips), and a new survey released by UnitedHealthcare shows that, when it comes to customer service, people prefer live support. Eightyfour percent prefer to speak with a customer service representative, up from 78 percent last year.


more rewarding

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with $7,500 spend in the first 90 days

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Ask your teller about more rewarding options. *Credit cards are subject to credit approval. Certain terms, conditions and restrictions apply. See your Business Credit Card Application and Agreement and Disclosures for more details. All offers are for new business card accounts, may not be available with all card types and subject to change at any time. The APRs mentioned are accurate as of 6/15/17 and actual APR may vary with the market based on the Prime Rate as published in the Wall Street Journal. 1) AmaZing Cash® Back and AmaZing Rewards® Points for Business: Cardholder will earn cash back or rewards points on all net purchases. 3% cash back or 3x rewards points is earned on office supplies, wireless telephone services, computer network services and telecommunications services and equipment. 2% cash back or 2x rewards points is earned on airlines and car rentals when the purchase is made directly with the airline or car rental company. 1% cash back or 1x rewards points is earned on all other. 3%/3x and 2%/2x apply to the first $150,000 in combined purchases per calendar year, then 1%/1x applies thereafter. Rewards are not earned on transactional items such as cash advances, balance transfers, returned merchandise, etc. Must have at least $25 earned cash back or 2,500 points in order to redeem. For AmaZing Rewards Points, Purchases must be redeemed within 90 days of purchase date. Account must be in good standing. See the AmaZing Cash Back for Business or AmaZing Rewards for Business Program Terms and Conditions for full details. 2) Welcome Bonus Cash: Bonus offer applies to new AmaZing Cash for Business and AmaZing Rate for Business Credit Cards. Bonus not available to clients with previous or existing National Bank of Arizona credit card account. One bonus payment is allowed per business, not per account or per card. Transactional items such as cash advances, balance transfers, returned merchandise, etc. do not qualify toward $7,500 spend amount. AmaZing Cash for Business bonus cash will be added to your cash back balance and AmaZing Rate for Business bonus cash will be applied as a statement credit within 4 to 6 weeks from the end of the 90-day promotion. Certain terms, conditions and restrictions apply. 3) Welcome Bonus Reward Points: Bonus offer applies to new AmaZing Rewards for Business Credit Cards. Bonus not available to clients with previous or existing National Bank of Arizona credit card account. One bonus payment is allowed per business, not per account or per card. Transactional items such as cash advances, balance transfers, returned merchandise, etc. do not qualify toward $7,500 spend amount. Bonus points will be added to your rewards points balance within 4 to 6 weeks from the end of the 90-day promotion. Certain terms, conditions and restrictions apply.

NBAZ.COM | A division of ZB, N.A. Member FDIC © 2017 ZB, N.A.

OUR CUSTOMERS SAY IT BEST “They’re very easy to get in touch with and I feel like they go above and beyond for their customers.”

Nov. 2017 In Business Magazine is a collaboration of many business organizations and entities throughout the metropolitan Phoenix area and Arizona. Our mission is to inform and energize business in this community by communicating content that will build business and enrich the economic picture for all of us vested in commerce.

Dr. Monica Brown

Owner: Fetch A Vet - Peoria, Arizona

PARTNER ORGANIZATIONS Kristen Merrifield, CEO Alliance of Arizona Nonprofits (602) 279-2966 Jack Lunsford, President & CEO Arizona Small Business Association Central Office (602) 306-4000 Southern Arizona (520) 327-0222

Your Work. Your Legacy.

Steven G. Zylstra, President & CEO Arizona Technology Council One Renaissance Square (602) 343-8324

There’s a sense of pride in getting the job done right. We’ve been treating our customers like family for over 100 years and we’re ready to do the same for you! For a fast business loan or complete banking relationship, call

Doug Bruhnke, Founder & President Global Chamber® (480) 595-5000

480-314-4200 follow us

Julie S. Cook, President NAWBO Phoenix Metro Chapter (480) 289-5768

| | Member FDIC

Anne Gill, President & CEO Tempe Chamber of Commerce (480) 967-7891 Our Partner Organizations are vested business organizations focused on building and improving business in the Valley or throughout Arizona. As Partners, each will receive three insert publications each year to showcase all that they are doing for business and businesspeople within our community. We encourage you to join these and other organizations to better your business opportunities. The members of these and other Associate Partner Organizations receive a subscription to In Business Magazine each month. For more information on becoming an Associate Partner, please contact our publisher at

ASSOCIATE PARTNERS Ahwatukee Foothills Chamber of Commerce Arizona Chamber of Commerce & Industry Arizona Hispanic Chamber of Commerce The Black Chamber of Arizona Chandler Chamber of Commerce Economic Club of Phoenix Glendale Chamber of Commerce Greater Phoenix Chamber of Commerce Greater Phoenix Gay & Lesbian Chamber of Commerce Mesa Chamber of Commerce North Phoenix Chamber of Commerce Peoria Chamber of Commerce Phoenix Metro Chamber of Commerce Scottsdale Area Chamber of Commerce Surprise Regional Chamber of Commerce WESTMARC


NOV. 2017


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Nov. 2017

VOL. 8, NO. 11

Publisher Rick McCartney

Editor RaeAnne Marsh

Art Director Benjamin Little

Contributing Writers David Alazetta

Susan Anable Dr. Ben Bobrow Mike Hunter Paddy Lawton Tim Murphy Lee Patterson Bob Rosone Gabe Rushing Jordan Taylor Donna Wilczek Jason Wood ADVERTISING

Take advantage of special financing offers designed to help your business grow. At Bank of the West, we listen closely and work with you to craft smart, personalized banking solutions that meet your needs. That’s why we’re proud to offer OwnerOccupied Commercial Real Estate Loans with 20-year fixed-rate term with 20-year amortization. Call a business banker today to start the conversation.


President & CEO Rick McCartney

Editorial Director RaeAnne Marsh

Contact a business banker today:

Senior Art Director Benjamin Little

Chris Crafton 623-334-7186

Financial Manager Jeffrey J. Quatrone, E.A.

Paul Menchaca 480-372-1628

1. Offers valid for applications received and completed between May 20, 2017 through July 7, 2017. Loans and lines are subject to credit approval and for business purposes only. Conditions, fees and restrictions may apply. Offers available for new Bank of the West loans and lines of credit. Offers require automatic payments from a Bank of the West Business Checking account. Rates and terms are subject to change at any time without prior notice. 2. The closing cost credit will be applied on the settlement statement as credit towards third-party fees such as appraisal, title policy and environmental fees incurred during the loan process. If the actual third party costs incurred are less than the advertised credit amount, no additional credit will be given. The fee credit cannot be combined with other loan offers. A credit up to $1,000 will be applied for loans between $150,000 and $500,000. A credit up to $2,000 will be applied for loans between $500,001 and $1,000,000. A credit up to $3,000 will be applied for loans between $1,000,001 and $2,500,000. 3. SBA loans from Bank of the West are in participation with the US Small Business Administration. Loans are subject to approval in accordance with both Bank of the West and SBA eligibility and lending guidelines. Certain fees, conditions and additional restrictions may apply. 4. A good faith deposit will be required upon accepting Bank of the West approval. If applicant withdraws the loan request after issuance and acceptance of Bank of the West’s Commitment Letter, all third-party costs incurred must be paid by the borrower. A credit up to $3,000 will be applied for SBA loans between $150,001 and $1,000,000. A credit up to $5,000 will be applied for SBA loans between $1,000,001 and $5,000,000. A credit up to $10,000 will be applied for SBA loans between $5,000,001 and $15,000,000. Credit cannot be applied toward SBA packaging or participation fee. 5. Bank of the West Prime + 0.5% rate is for new or existing Bank of the West customers who have or open a new Choice or Analyzed business checking account with Bank of the West. Available for Business Lines of Credit up to $750,000. After 12 months, a minimum rate of 4% applies. Bank of the West Prime is 4.00% as of March 22, 2017, and subject to change. 6. For new accounts, minimum opening deposit of $100 required; the monthly service charge of $20 on Choice Business Checking will be rebated for the first two statement cycles. Ask a banker about ways to waive the monthly service charge thereafter. Additional terms and conditions and fees apply. 7. Account charges based on service usage less earnings credits, based on balances, and may offset fees. See current Analyzed Business Checking Schedule of Fees for details. Minimum opening deposit of $100.


BLEED 4.875” w x 9.875” h TRIM 4.875” w x 9.875” h




Events Amy Corben

Inform Us: Send press releases and your editorial ideas to


• Up to $3,000 in closing cost savings on Owner-Occupied Commercial Real Estate Loans up to $2.5 million or up to $10,000 savings on Owner3 4 Occupied Commercial Real Estate SBA Loans up to $15 million. Closing cost credit is determined by loan amount. 5 6 • Prime +0.5% on a Secured Business Line of Credit with a new Choice or 7 Analyzed Business Checking account.


Louise Ferrari Camron McCartney Kelly Richards Parker Shipe Cami Shore

More: Visit your one-stop resource for everything business at For a full monthly calendar of business-related events, please visit our website.

And for a limited time we are also offering:


Operations Louise Ferrari Business Development

Office Manager Tory Weeks

Accounting Manager Todd Juhl Corporate Office InMedia Company at Galvanize Phoenix Campus 515 E. Grant St., Suite 150 Phoenix, AZ 85004 T: (480) 588-9505 Vol. 8, No. 11. In Business Magazine is published 12 times per year by InMedia Company. POSTMASTER: Send address changes to InMedia Company, 515 E. Grant Road, Suite 150, Phoenix, AZ 85004. To subscribe to In Business Magazine, please send check or money order for one-year subscription of $24.95 to InMedia Company, 515 E. Grant Road, Suite 150, Phoenix, AZ 85004 or visit We appreciate your editorial submissions, news and photos for review by our editorial staff. You July send to or mail to the address above. All letters sent to In Business Magazine will be treated as unconditionally assigned for publication, copyright purposes and use in any publication, website or brochure. InMedia accepts no responsibility for unsolicited manuscripts, photographs or other artwork. Submissions will not be returned unless accompanied by a self-addressed, stamped envelope. InMedia Company, LLC reserves the right to refuse certain advertising and is not liable for advertisers’ claims and/or errors. The opinions expressed herein are exclusively those of the writers and do not necessarily reflect the position of InMedia. InMedia Company considers its sources reliable and verifies as much data as possible, although reporting inaccuracies can occur; consequently, readers using this information do so at their own risk. Each business opportunity and/or investment inherently contains certain risks, and it is suggested that the prospective investors consult their attorney and/ or financial professional. © 2017 InMedia Company, LLC. All rights reserved. No part of this magazine July be reproduced or transmitted in any form or by any means without written permission by the publisher.




40562_BOW_WAREHOUSE.TIF (CMYK; 884 PPI, 881 PPI; 33.93%, 34.03%), BOW_BNPP_P. EPS (56.36%)



Banking on Banking

Paul Hickman is the president and CEO of the Arizona Bankers Association, which represents more than 55 banks and credit card companies across the state. The industry employs more than 65,000 Arizonans. He oversees the government relations operations of the Association, and acts as the chief spokesman for the industry in Arizona. Hickman holds juris doctorate, bachelor of science and bachelor of arts degrees — all from Arizona State University.

Business today — indeed, all aspects of our lives — relies on a complex network of services. Yet, banking remains a core element; banking enabled the early emergence of regional commerce. Practices, products and platforms have evolved but, still, without banking, there could be no commerce. The financial services industry is indeed the cardiovascular system of any modern economy. The changes technology has imposed on the industry in recent years have been profound, disruptive and fascinating. Think about it: We can now use our mobile phones for purchases in the store, online or at the kiosk. This, however, represents a direct threat to the debit and credit card revenue model. The evolution of crypto-currencies raises fundamental questions about how to integrate them into the global payments system while simultaneously preventing their use for financing illegal enterprises in the underground economy. The use of advanced analytics and big data can now shorten the timeframe for underwriting and approving a small-business loan from weeks to minutes. This permits a financial institution to increase the availability of those products without sacrificing any bandwidth currently dedicated to larger markets, which has an immediate and positive local economic impact. To discuss some of the “hot topics” in the banking industry — from FinTech to “banking on the border” — whose heat is, then, felt in the business communities the banks serve, In Business Magazine turned to leaders in our banking community. They share their perspective, insights and expertise in this edition’s cover story. Change, whatever the industry, puts pressure on the workforce not just to implement it but, first, to accept it. That is the issue Bob Rosone and Tim Murphy address in the feature “Tools for a Changing Workforce.” Speaking of change, an aspect of business operations that is garnering increased attention has to do with the business’ environmental footprint. In this November edition is a feature article on how businesses can green up their workplace and lessen their footprint. Also generating increased interest is the concept of artificial intelligence and its application in business. The Roundtable feature offers a surprising perspective on this. In addition to the wide variety of relevant content found in every edition of In Business Magazine, this November one includes the annual Business Owner’s Lending Guide. It has been my pleasure to be Guest Editor, and I hope you enjoy this November edition of In Business Magazine.


Paul Hickman President and CEO Arizona Bankers Association

CONNECT WITH US: Story Ideas/PR: editor@

Bank On It! The vehicle with which business moves is our financial system.

bank, borrow and build financial successes through new services,

So much has changed in that system over the past few years

easy applications and opportunity “popping up” in our social media

since the Great Recession, and now banks are learning new ways

pathways. All something to look forward to.

to do business. Cost, efficiencies and (finally) technology are all

Thank you to Paul Hickman, who fearlessly led this issue and

playing an important role as this industry changes. Business relies

has demonstrated his great leadership by referring members of his

on lending like grease on an axle. FinTech is the future, but few

organization to helping our team learn more and pass it along to our

can see the light as technology progresses in most industries —

readership in this month’s cover story. Hurdles and technology are

leaving banking a bit behind. Like all companies, banks will become

making change for lenders, and we’ve got some of the latest from

tech companies and we will rely on easy and efficient ways to

those who know best — bankers.



Lending Guide 2018

NOV. 2017




Banking Addressing Meet BusineChallenges to ss's Needs



National Business Association of Women Owners – Phoenix

Is It Really Humans vs Artificial Intelligen ce? The Case Corporate for Conservation Business Agility from Behavioral Economic s $4.95 INBUSINESSPHX.COM


Get a year of In Business Magazine Subscribe now at

—Rick McCartney, Publisher

Let us know what you think of this issue of In Business Magazine. Email our publisher at

Business Events/ Connections: businessevents@ Marketing/Exposure: advertise@ Visit us online at


NOV. 20 1 7



What are some potential regulatory changes affecting lending institutions that businesses should be aware of?

Follow a step-by-step process with the In Business Brand® 1. TARGETED PRINT




Want to meet for lunch? We will bring lunch to you to talk about what the In Business Brand® can do for you. Learn more at


NOV. 2017



Director Fennemore Craig Sector: Law

Shareholder Tiffany & Bosco, P.A. Sector: Law

Regulatory changes typically have a direct impact on the ability of banks to service their customer base. This is particularly true of community/regional banks for whom servicing privately owned and local businesses is key to their business models and financial success. However, regulatory compliance is a significant cost that limits a bank’s ability to service these businesses. Currently, there is debate about potential rollbacks or elimination of regulations that impact the financial services markets. Notably Dodd-Frank, enacted as a result of the 2008-09 recession, is getting a lot of attention. If these discussions result in policy changes that streamline the regulations that banks face, businesses should be prepared to see banks provided with the opportunity to reach more potential customers and respond to the needs of their clients on a more nimble basis. Streamlined regulation and the reduced cost of compliance have the potential to allow banks to be more active in offering more competitive loans and other products to businesses. This reduced cost and increase in activity provides a direct benefit to businesses who can leverage the banks to increase growth.

Tax and estate planning, which has not been a priority of Congress for quite some time, may be holding up the potential regulatory changes affecting lending institutions. Consequently, the regulatory changes to look for in 2018 are perhaps the same ones anticipated coming into 2017 following the Presidential election. In general, none of the significant regulatory proposals have yet to really surface with everything presently going on in Washington, D.C. For example, there certainly have been discussions regarding the amending or repealing of the Dodd–Frank Wall Street Reform and Consumer Protection Act, but not much progress has been made one way or another due to the administration’s previous focus on healthcare reform and now current focus on comprehensive tax reform. Considering the current proposal on tax reform may involve a complete overhaul of various areas of the tax code, the administration’s focus on this may go well into the early part of 2018. While it certainly is possible for significant regulatory changes impacting lending institutions to be proposed, it very well might pose a difficult path in being passed before the November 2018 election.

Fennemore Craig

Tiffany & Bosco, P.A.

Anthony Austin is a director at Fennemore Craig and practices in the areas of bankruptcy, creditors’ rights and restructuring. He represents financial institutions, debtors, creditors and trustees in all phases of complex litigation and restructuring transactions, including trials and appeals. Austin has a wide range of commercial litigation experience involving foreclosures, receiverships, and guarantor litigation.

Darren T. Case is a tax and estate planning shareholder attorney for Tiffany & Bosco, P.A., licensed in the State of Arizona. He is the co-author of the Arizona Estate Planning and Probate Handbook, published by Thomson Reuters; guest contributor for articles published on; former president for the Central Arizona Estate Planning Council; and an Honored Advisor of the American Cancer Society.

Sign up for the monthly In Business Magazine eNewsletter at Look for survey questions and other research on our business community.




by Mike Hunter

Travel Drives Revenue? Travel and entertainment (T&E) spend is among the top three controllable expenses for 82 percent of mid-sized to large companies, according to research conducted by YouGov for Chrome River. Chrome River Technologies, a global leader in expense and invoice management solutions, has launched Chrome River PROSPER, a new online platform that provides organizations with a unique view of how and where travel and entertainment budgets are spent. This insight will enable sales leaders to deploy their resources in the most efficient manner to drive business value,

Energy Efficiency Still Markets Well A pioneer in the EPA’s Energy Star program for home energy consumption as the first to adopt the standards in its markets, family-owned and -operated Chas Roberts A/C & Plumbing continues to see value in keeping energy consumption and costs down in Arizona even while the Environmental Protection Agency moves to withdraw from the Clean Power Plan and the United States withdraws from the Paris Climate Accord. By continuing to adhere to those standards set by the EPA, Chas Roberts’ A/C systems are giving new homes up to a 30-percent savings in energy consumption over homes built in prior years. This bodes very well for the long-term sustainability of Phoenix and Tucson, given the high share of new homes in those markets for which Chas Roberts contracts — more than 80 percent of the A/C systems installed by Chas Roberts in Phoenix and Tucson are Energy Star homes. According to the EPA, 53 percent of new builds in Arizona in 2016 were Energy Star homes, which is the highest in the country. A few key features in this program that provide for the homes’ significant savings are high-efficiency cooling and heating units, more insulation and tighter ducts than standard homes, and testing and inspecting the homes to ensure they meet strict EPA and DOE requirements. Recently, Arizona’s leading power provider, APS, also touted the Energy Star program with a letter sent to homebuilders and

while minimizing expenses that don’t drive revenues as effectively.

contractors. APS’s letter explains that “correctly sized” A/C units are key to energy efficiency and gives some tips on maximizing their performance such as making proper use of one’s programmable thermostat and using ceiling fans. Contrary to conventional thinking that consumers could save energy by turning their thermostats up significantly while they are away from home, explains Damon Bromagem, Chas Roberts VP of residential sales and service, it is more efficient to keep a consistent temperature for comfort. This past summer saw record-breaking energy consumption reported by major providers APS, SRP and Tucson Electric Power. With a growing population and soaring summer temperatures, this makes energy savings as important as ever in Arizona. Chas Roberts COO Bob Shank says he and his company are big believers in the EPA’s Energy Star and he sees nothing but good things on the horizon for the program. “We were the first in our industry to get on board with Energy Star because we saw it as the future. In the harsh desert climate of Arizona, sustainable living takes on even greater importance. Energy Star is a very critical program to our state, given the need for heavy use of air conditioning from May through September. The efficiency standards and energy savings are what will ensure our longterm success in the desert.” —Mike Hunter

On-Demand Wage Payments Green Dot Corporation’s recently enhanced SimplyPaid disbursements technology platform enables businesses to make on-demand wage payments to any debit card, new debit card, payroll cards, direct deposit ACH, cash pickup, online wallet funding and paper check, since the company acquired and integrated UniRush’s rapid! PayCard business. Three of the most innovative-use cases for this combined technology platform are instant digital delivery of termination pay; 50-state compliant daily wage advances; and, for restaurants, instant tip sharing and tip payout capability to all bank accounts.

VR for HR Virtual reality, artificial intelligence and speech recognition combine with data-rich analytics in an innovative HR training system from Portico. Providing realistic simulations, the programs create an immersive, interactive experience that elicits employees’ engagement and provide instant feedback with data-driven, measurable results. Custom designs offer businesses the ability to direct training for a specific department or for the entire organization.

Chas Roberts A/C & Plumbing

SRP’s ENERGY STAR Homes® program certified more than 6,000 new homes last year.


NOV. 20 1 7




Local Standouts Recognized for Achievements and Philanthropy ACHIEVEMENTS

Top Environmental Performers Knight-Swift Transportation Holdings, Inc. subsidiaries Knight Transportation and Swift Transportation were honored with the SmartWay® Excellence Award from the U.S. Environmental Protection Agency as industry leaders in freight supply chain environmental performance and energy efficiency. Knight and Swift were each recognized as one of the top environmental performers of SmartWay’s 3,600 partners.

Guardianship Service Recognized The Children’s Law Center (CLC) has selected Melissa S. Ho, a shareholder of Am Law 100 firm Polsinelli, as the recipient of the 2017 Children’s Law Center Clinic Award. The award was presented to Ho at the Community Legal Services 65th Anniversary celebration, in recognition of her pro bono service on behalf of the CLC’s guardianship clinic program.

A U.S. 'Best Workplace' Homeowners Financial Group (HFG), a Scottsdale-

Local Company Leads the Way in Water Purification Scottsdale-based Perfect Water Technologies, Inc. is an innovative water purification equipment manufacturer. The company has developed patented technologies that remove up to 99 percent of potentially harmful water contaminants in easy DIY home and light commercial systems. These include the “Tap Master” Series reverse osmosis systems, introduced in 2002, which use modular filters for improved durability and a Fast Flow RO! Kit™ for an improved water flow rate. The “Tap Master” Artesian Mineral Water on Tap® followed soon after. The company was awarded a patent for the Full Contact® Remineralization System and, in 2017, a new patent for the next evolution, the Full Contact UV double-forced sterilization. Perfect Water currently sells to local, state and federal agencies on an ad-hoc basis, and recently registered to conduct business with the federal government utilizing the System for Award Management as a qualified Small Business. SAM is a government-wide portal

that is used by all branches of the federal government to conduct business. With SAM, companies can be searched based on criteria such as size, location, ability, experience, ownership, products and more. “The System for Award Management is an important tool to bring our patented American-made products to U.S. government agencies. Our soldiers, first responders and agents deserve perfect water, and we are proud to be a part of the solution,” says Jon Sigona, president of Perfect Water. —Mike Hunter Perfect Water Technologies

based mortgage company founded in 2004, was recognized as one of the top 10 medium-sized companies on Fortune magazine’s "100 Best Medium Workplaces" in the country. HFG, ranked No. 9, is the only company in Arizona to make the medium-sized list this year.


Helping Victims of Hurricane Harvey Scottsdale-based Plexus WorldwideTM, a leading directselling health and wellness company focused on health and happiness, recently donated $301,630 to The Salvation Army to help areas hurt from Hurricane Harvey. Plexus has more than 615,000 Ambassadors (independent sales representatives) across North America, many of which are recovering from the effects of recent hurricanes.

Support for Make-A-Wish and More “We are particularly proud to be one of the largest global supporters of Make-A-Wish®, one of the largest and most respected charities in the world,” says Cheryl Lewis, vice president of corporate affairs for Isagenix International. “Since 2012, Isagenix and its customers and employees have donated over $7.3 million and have helped grant 800 wishes to deserving children with serious illnesses in 12 countries.” Last year alone, Isagenix donated a total of $1.6 million in cash contributions through direct corporate giving to charitable organizations, in addition to in-kind and volunteer contributions.

NOV. 20 1 7



Organization Addresses Return-to-Work Challenges Returning to the workforce after taking a decade or more off can often be difficult, even for those with advanced degrees and oncesuccessful careers. Most of all, technological advances are transforming the workplace, and those reentering it need to update their skills plus build confidence to return to a changing and ever-advancing business environment. Local organization Opting Back In was founded in 2016 to help educate women and provide resources to transition back into the workforce. Co-founding partner Beverly Bradway says it may expand to also helping men, if the demand is there. “We recognize men are also sacrificing career to help with family in today’s society, so they will have needs, as well,” she says. Indeed, a case in point is her co-founder, Jim Whitfill. “My personal experiences helped me to appreciate both the obstacles and challenges of trying to return to work. Similarly, my partner, … was at one time a stay-at-home parent and, when the time came to pursue work, he experienced obstacles as well,” Bradway relates.

Opting Back In offers all-day events, multiweek classes, informal gatherings and oneon-one meetings to help women return to work in part-time, flex-time or full-time roles. It differs from other similar organizations in that it is not crisis oriented but, rather, focused on helping women who have the ability and time to invest in themselves. OBI classes, networking events and coaching are geared toward women who were career focused, but who took time off and are now ready to get back to the work world. Free classes available this fall include “Updating Your Resume After a Career Break,” “The Value of Self-Assessment in the Return-toWork Process” and “Organizing Your Life with Microsoft OneNote.” Says Bradway, “We also encourage those looking for support to check out our quick online survey (through website or Facebook), and help us improve our offerings by sharing their insights.” —Mike Hunter Opting Back In

On FlexJobs’ list of Top 50 Companies Hiring for Flexible Jobs for the year Sept. 30, 2016, to Sept. 30, 2017, industries represented include education, healthcare, computer and IT and research.

Your local Phoenix commercial banking team.

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Banking products and services subject to bank and credit approval. BMO Harris Commercial Bank is a trade name used by BMO Harris Bank N.A. Member FDIC



Report finds planning for the financial future is key to success by Lee Patterson

Saving for Retirement: A key strategy for business owners is prioritizing contributions to a 401(k) or other retirement plan in order to meet goals in their lives after business. Legacy Planning: In addition to their professional legacy, business owners should consider meeting with a financial professional to help structure a financial legacy for their families as well. Succession Strategy: Creating a succession plan can help eliminate growing pains later, protecting and maintaining the hard work that went into building the business. Creating a Safety Net: For any business, the owner (or a key employee) is the most important asset, which is why it’s essential to be protected. Disability and life insurance can help provide additional protection.

Lee Patterson ( is a financial advisor and managing director, Northwestern Mutual – Phoenix.

NOV. 20 1 7



Hispanic small-business owners are among the fastestgrowing market of entrepreneurs in the United States. In fact, the 4th Annual Report 2016 by the U.S. Hispanic Chamber of Commerce cited that the number of Hispanic-owned businesses was on track to grow to more than 4.23 million last year. Northwestern Mutual conducted a 2017 survey to identify Hispanic small-business owners’ motivations for starting their businesses, to understand their top financial planning priorities and determine how confident they feel managing their business’s finances. Within the results emerged the prominent theme: Hispanic small-business owners, who currently exhibit a strong grasp of day-to-day finances, must turn their focus to the long-term for the continued growth and longevity of their business.


According to the survey, Hispanic small-business owners’ entrepreneurial spirit is driven by a desire to have a career that offers them autonomy and independence. The survey also revealed their primary financial focus is on the day-to-day operations of their business. Long-term considerations fell lower in the list of top financial priorities. A lack of focus on the long-term extended into the business as well, with only 17 percent of those surveyed citing business succession planning (how they will transition their businesses after retirement) as a top financial priority. According to the survey, 85 percent of business owners feel confident in the management of their businesses’ finances. However, 37 percent feel their confidence would improve if they established a long-term financial plan. Overall, the results indicate that, while a focus on day-to-day financial management is essential, there is a need for Hispanic smallbusiness owners to place a greater emphasis on planning for the future, both professionally and personally. Entrepreneurial pursuits can be expensive and timeconsuming, which means a focus on personal finance can

The number of Hispanic-owned businesses was on track to grow to more than 4.23 million last year.

take a back seat. However, personal and professional financial habits are often more closely tied than we realize. According to a recent Latinum Network study, 59 percent of Hispanic business owners use personal savings to jumpstart their business, and 32 percent rely on personal credit cards. It quickly becomes important for business owners to ensure their personal short- and long-term financial goals stay on track while getting their business off the ground. Creating a personalized, holistic financial plan with a focus on long-term goals is critical. Northwestern Mutual is the marketing name for The Northwestern Mutual Life Insurance Company (NM), Milwaukee, WI and its subsidiaries. Leslie Howard Patterson Jr. is a District Agent of NM and Northwestern Long-Term Care Insurance Company, Milwaukee, WI, (long-term care insurance) a subsidiary of NM, and a Registered Representative of Northwestern Mutual Investment Services, LLC. (NMIS) (securities), a subsidiary of NM, brokerdealer, registered investment adviser and member FINRA ( and SIPC (

Top Motivating Factors for Being an Entrepreneur Being own boss


Higher earning potential


Pursuit of passion


Priorities Focus on cash-flow management


Plan for future of their business, daily


Long-term considerations — plan for the unexpected


Long-term considerations — retirement planning


Source: Northwestern Mutual’s Hispanic small-business study



Phoenix Has Decade of Strong Industrial Construction It’s been quite a fruitful year so far for industrial real estate in the United States, reports Yardi Matrix in its recent “Top 50 Cities for Industrial Construction in the Past Decade” ( Citing the National Real Estate Investor, Yardi Matrix reports that total industrial sales are expected to exceed 2016 levels this year, marking the secondbest volume in 10 years. Large portfolio deals are also making a comeback, and both national and foreign investors are betting big on the market, drawn in by record rent growth. Demand is heavily fueled by the rise of e-commerce, with providers competing for the limited available space. Retail giant Amazon is on the lookout for a new, 8-million-squarefoot headquarters to support its growing e-commerce business, pitting major cities against one another. Other players in this sector are likely to follow suit, looking for suitable industrial space for their distribution centers. The rise of e-commerce and the need for strategicallyplaced distribution centers to meet growing customer demand are opening the door to a whole new era for industrial development in the U.S. Using its in-depth data, Yardi Matrix compiled a list of the top 50 cities for industrial development in the U.S., from 2007 to 2017. Phoenix, with 22.2 million square feet, came in second only to Houston as the top city, which had 32.2 million square

feet, and was followed closely by Forth Worth, at 17.5 million square feet. Inland Empire, with six cities in the top 10, is the nation’s top market for industrial development — 131.7 million square feet completed in the past 10 years. Market-wise, Phoenix has added 43.5 million square feet of industrial space since 2007, 11 million square feet less than New Jersey in the same number of buildings, ranking 6th nationally. The second city to add the largest amount of square feet in the market is Goodyear at number 25, boasting 5.3 million square feet of space delivered in just 10 buildings; it’s also expecting a 540,000-square-foot LEED-proposed addition in Goodyear Crossing Industrial Park by the end of the year. Tolleson and Mesa also made the top 50, at numbers 35 and 47, respectively. Yardi Matrix

TOP 10 IN INDUSTRIAL SPACE GROWTH The following markets added the largest amount of industrial space in the last 10 years. # Market Total Sq. Ft. / Properties


1 Inland Empire 131,712,325 / 307 2 Chicago 108,798,851 / 322 3 Dallas-Ft. Worth 100,933,885 / 267 4 Houston 63,036,050 / 254

Photos courtesy of CapRock Partners, Square One Construction, CBRE (bottom, l to r)

Sky Harbor Market ‘Coveted’ CapRock Partners, a leading private industrial real estate investment firm based in Orange County, California, has acquired a distribution/manufacturing facility in the highly sought-after Sky Harbor submarket of Phoenix. “This asset is an ideal fit for our growing portfolio, as it is located in one of Phoenix’s most desirable submarkets and will allow us to utilize our extensive experience in repositioning, successfully marketing and stabilizing assets,” says Bob O’Neill, Senior VP of Acquisitions for CapRock Partners, who heads the firm’s expansion

Race to Remodel The home renovation business is booming as owners of high-end homes aim to increase the value of their homes for sale in a market where median sale prices have stagnated for homes built more than 10 years ago, due to an increasing inventory of high-priced but rapidly aging homes plus competition from new homes. Square One Construction is a new luxury renovation company specializing in interior and exterior renovations of high-quality but outdated homes that have quickly saturated the Scottsdale/Paradise Valley market.

efforts in Arizona.

Metro Phoenix places four cities in Commercial Café’s “Top 50 Cities for Industrial Construction in the Past Decade.”

Big Box Repurposed Consumer Cellular has signed a 164,000-square-foot lease with Everest Holdings — represented by Ashley Brooks in CBRE’s Phoenix office — in a former Sam’s Club located at 17500 N. Black Canyon Freeway, following the empty big-box store’s conversion to a singletenant office building. The national cell phone services provider will occupy the space beginning in March 2018 when the company opens its third call center in the Phoenix area. The new call center is expected to create an estimated 850 new

5 New Jersey 54,979,443 / 137 6 Phoenix 43,588,036 / 138 7 Atlanta 37,894,734 / 96 8 Charleston 37,647,029 / 112 9 Los Angeles 20,875,257 / 101 10 Philadelphia 17,489,974 / 51 Datasource: Yardi Matrix top-50-cities-industrialconstruction-past-decade


Home remodeling hit an all-time high in the first quarter of this year, according to’s national “Activity Index.” The index is up 4.5 percent compared with last year.


NOV. 20 1 7




by Mike Hunter

Reprogramming Tech Education Woz U launched last month online and plans ground campuses in more than 30 cities across the country and around the world. Named after Apple Computer co-founder Steve “Woz” Wozniak, Scottsdale-headquartered Woz U is “education reprogrammed,” a new approach to higher education for the tech industry. It offers online curriculum to educate computer support specialists and software developers, with data science, mobile applications and cybersecurity programs coming soon. Part of Southern Careers Institute, Woz U has customized curriculum programs for companies, K-12 STEAM programs, and accelerator programs for elite tech talent, among other offerings. Woz U was founded to help fill the employment gap for high-paying technology jobs across the U.S. It has even created a mobile app to help match people with the technology-based career best suited for them. Says Wozniak, “People often are afraid to choose a technology-based career because they think they can’t do it. I know they can, and I want to show them how.”

Got Hacked Yet? “There are two kinds of companies — those that were hacked, and those that don’t yet know they were hacked,” cybersecurity expert Sunny Handa, D.C.L., recently told attendees at The Counselors of Real Estate® Annual Convention, quoting former Cisco CEO John Chambers. Noting the global hacker economy is three to five times the size of the security industry, Dr. Handa warned that any organization can — and probably will — be hacked. And with the “Internet of Things” (IoT), intrusions are much more frequent than expected: an attack on an interconnected-device — such as lighting systems, company computers and printers, HVAC, even medical devices — takes place every two minutes. Successful security strategies include developing clear policies for company computer use, data use and passwords, and monitoring and enforcing those policies. Basic elements of a proactive plan include establishing a company-wide information security team, preparing a data map and data risk analysis, providing cybersecurity training for employees, developing a strict vendor management program, creating a specific plan to enact if there is an attack, and considering appropriate cyber liability insurance

NOV. 20 1 7



Business Travel Fraud Schemes Technology Is Squashing With business travel spend reaching more than $318 billion in 2016, fraud potential is at an all time high. However, new advances in travel expense management technology combined with proper internal controls can help businesses reduce fraud and control their travel costs. Here are three fraud schemes businesses can now curtail with smart applications of technology: Mileage padding: Padding mileage reimbursements used to be a common way to generate cash. With paper log books, it’s hard to validate that the mileage claimed was actually put on the car, and most businesses don’t spend the time and effort. That leaves it wide open for fraudsters to pad by a little — or a lot. Technology reduces the fraud potential; however, businesses must back up the technology with a policy of accepting only mileage submissions that come in through GPS tracking. Fake expenses: Another way for businesses to ease the burden of expense reporting for employees has been to ask for receipts only over a certain dollar amount, leaving plenty of opportunity to submit false expenses for

amounts under the threshold. Expense report technology has made receipt management so easy that it’s feasible and reasonable for businesses to ask employees to take ten seconds to tell them what they spent company money on. Last-minute flight booking schemes: Late airline bookings have always presented a fraud opportunity. Savvy travelers know there are different grades of fares depending on when purchase is made. The closer to travel time they purchase the ticket, the more it costs. Those more expensive tickets are easier to upgrade. Technology has made approval workflows so much smoother that it’s now practical to require pre-trip approval. Fraudsters are endlessly creative, but opportunities in travel and expense reimbursement are becoming fewer and farther between. Anyone looking for perks from expense report fraud will have to look elsewhere if their company uses smart expense report technology. —Donna Wilczek, vice president of Product Management at Coupa (, which provides business solutions software and services

Speedier Feedback Improves Results “What drives engagement is frequency of feedback,” notes Mark Heymann, founding partner and CEO of UniFocus, which recently successfully beta-tested its Pulse Survey solution with Best Western Hotels & Resorts. Working collaboratively with a group of its independently owned and operated hotels in North America, Best Western gained a valuable new metric to quantify the value of hotel employee engagement. Unobtrusive Pulse Surveys track engagement throughout the year, giving organizations instant insight into their employees’ perceptions that directly impact the guest experience. After extensive research, UniFocus formulated a short pulse survey for staff to express opinions, enabling management to get to the heart of their concerns. They can respond to brief surveys via mobile devices, home computers or onsite computers at the facility, making participation convenient and quick for employees and thereby

encouraging better response rates. Technology enables UniFocus to compile information more quickly, to identify and address key action items. Property managers can compare results against company, property, division or department averages and identify those departments that need immediate attention. “The faster you can give an employee feedback, the faster you can tell your team what you’re doing about these issues, the more motivated they’re going to be,” Heymann observes, adding, “As soon as an employee sees his input is useful and acted upon, it makes the next survey even better.” —RaeAnne Marsh Best Western Hotels & Resorts UniFocus

Survey Value: When Best Western compared aggregated summarized results of UniFocus’s Pulse Survey with brand-level guest satisfaction data, the results revealed a 0.4 correlation between hotel employee engagement index scores and guests’ intent to recommend the hotel to other travelers. Therefore, a 10-percent increase in engagement could reasonably result in a 4-percent increase in intent to recommend, generating two to three additional rooms per night.



by Mike Hunter

Prepare for Open Enrollment With Open Enrollment upon us, this is a good time for employers to help their employees understand the options they will be committed to for the next year. Here are five tips to help them. 1. Know one’s open enrollment dates. • Open enrollment isn’t the same or at the same time for everyone. • For the more than 177 million Americans with employer-provided coverage, many companies set aside a two-week period between September and December when employees can select health benefits for the following year. • Medicare Open Enrollment runs Oct. 15–Dec. 7 each year. • Health insurance marketplace or individual state exchange open enrollment runs Nov. 1–Dec. 15. • For most people, changes made to coverage during open enrollment take effect Jan. 1, 2018. 2. Take time to review one’s options. • There is no one-size-fits-all approach to selecting a health plan. • Check if one’s current coverage still meets one’s needs and if the benefits will change next year. • Determine if the plan is a good fit for one’s budget, including deductibles, copays and coinsurance. • Make sure one’s medications are covered. 3. Make sure one’s doctor is in one’s plan’s care provider network. • Check if one’s plan includes 24/7 telehealth services for consultations on minor health issues. Often, telehealth is available to people enrolled in employer-sponsored health plans and group Medicare Advantage plans, as well as select individual Medicare Advantage plans. 4. Don’t forget about additional benefits, • Additional benefits such as dental, vision, accident or critical-illness insurance are often affordable options that can protect oneself and one’s family from head to toe. 5. Take advantage of wellness programs. • Some health plans offer programs are designed to reward people for making healthy choices and being more engaged in improving their health. offers articles and videos with easy-to-understand information about health benefits and health insurance terms. —David Allazetta, CEO of UnitedHealthcare of Arizona

NOV. 20 1 7



The Pain Drain: The Fiscal and Societal Burden of Chronic Pain We find ourselves in the midst of an epidemic of persistent pain, with 100 million Americans affected by regular headaches, back, neck, abdominal and joint pain. Chronic pain is now the most common form of enduring illness for those under the age of 60, and it is breaking the proverbial bank for individuals and employers. Pain has an enormous ripple effect on individuals, marriages, families, communities, businesses — our entire country. It adversely impacts quality of life and, from an economic viewpoint, it massively limits people’s functional status and ability to work. Pain affect our bodies, minds, spirits and financial health, which, in turn, contributes to how well we are able to cope with the many burdens and limitations associated with pain. The economic costs of pain can be separated into two parts: the expense of medical treatment (e.g., doctors, hospitals, surgeries and medications) and the indirect costs due to reduced employee productivity (lost time of work and disability). Low back pain and osteoarthritis are among the top reasons for disability. In 2010, they represented more than 100 million years of productive life lost due to disability, according to the Institute of Medicine (U.S.) Committee on Advancing Pain Research, Care, and Education ( The same source estimates the sum annual cost of pain (in 2010 dollars) to be $635 billion, which dwarfs that of other major health problems such as heart disease ($309 billion), cancer ($243 billion) and diabetes ($188 billion). Furthermore, in these other major public health conditions, we are making steady forward progress, while the chronic pain and disability trends continue to increase. In response to this problem, in 2013, we filled 207 million opioid prescriptions, and 2.1 million Americans are addicted to these pills, according to the National Institute on Drug Abuse ( How could we ever expect to be competitive with other countries when taking this much medication?

WHY CHRONIC PAIN CAN BE SO HARD TO TREAT While there is still a lot that needs to be learned about how to optimally treat chronic pain, we do know that chronic pain signals can remain active in the nervous system for years after an injury, and sometimes pain even

arises in the absence of any injury. Numerous studies confirm that our mindsets toward pain (and mindsets related to work) — particularly frustration, stress, timeline pressure, anger and excessive worrying — produce a cycle of pain, inactivity, deconditioning and low self-esteem. All this can prevent a return to productive work and life in general. This does not mean that chronic pain is less real than acute pain. Rather, this underscores that there is much more to chronic pain than the physical (biological) aspect alone and that we need to view chronic pain from a broader perspective. There are attainable workplace solutions that are also multifaceted, but all revolve around active employee engagement. One safe and effective approach to reducing chronic pain and returning to full work productivity is cognitive behavioral therapy (CBT). This is a form of talk therapy that helps people identify and develop skills to adjust negative thoughts and behaviors. Multiple studies have shown its efficacy. “Teletherapy,” a budding form of delivering this, offers enormous potential to widely disseminate CBT to people so they can return to active life and work. We are past due on the need to systematically address these issues and return our wellness and productivity balance sheets to the black. —Ben Bobrow, M.D., chief medical officer for The Pain Project (, a new tele-therapy program and online resource that focuses on helping people understand and utilize their innate potential to “heal from within” using effective non-pharmaceutical approaches to chronic pain

The health insurance tax (HIT) is set to return on January 1, 2018, causing premiums to increase by 3 percent, which translates to $22 billion in the next year alone. The return of HIT means $250 million in higher premiums for AZ residents, which will be felt by consumers and small businesses.


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Banking Addressing Meet BusineChallenges to ss's Needs



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Infilling Abounds in Arizona

Great opportunity comes with corresponding need for due diligence by Jason Wood

Jason Wood is the Real Estate Practice Group Chair at Quarles & Brady LLP in Phoenix. His national practice helps clients restructure their existing real estate portfolios and overcome other challenges. He also assists clients to acquire, finance, develop, lease and operate real estate of all types, including shopping centers, residential developments, automotive dealerships, hotels, office and industrial parks, apartment complexes, and raw land, among others.

NOV. 20 1 7



Phoenix is growing — but not in the same way it used to. While the city is still associated with development of large tracts at the edge of its boundaries, Phoenix residents have begun to move inward. It’s been well publicized that millennials are waiting to start families and delaying their move to the suburbs. The data on millennial trends is strong and well known, but baby boomers are now matching their pace toward the city. Both groups have been drawn in by the amenities in areas like Scottsdale and Central Phoenix: cultural institutions like Phoenix Art or SMOCA, nationally recognized cafés and restaurants, vibrant parks, and the public transportation to get them from place to place. Likewise, the efficiency of e-commerce has changed demand for commercial land — big box and other retail has shifted toward housing and experiences, like restaurants and concert venues. Developers have quickly adapted to meet this demand with community-style apartment complexes, luxury condos and townhomes, mixed-use buildings, and rehabilitated historic properties in infill locations. This opportunity, though, is matched by legal challenges. Many urban projects are born from land assemblages, and the parcels needed for an infill project may be owned by several discrete parties. This can create a holdout problem known as the “tyranny of the minority.” After several parcels are bought, owners of the remaining few dramatically increase their asking price knowing that the developer has amassed sunk costs. This can effectively end the project, since the owner is willing to hold out for the highest possible price. Counsel, however, can arrange cost-effective methods for buying land without revealing the end goal. This way, parties agree on a fair, market price for the land, without wasting time on endless negotiations. Developing land in the Phoenix metropolitan area also begins a complex relationship with the applicable municipality and surrounding community. In many ways, it is advantageous to build in urban areas because the land has ready access to water, electricity and municipal services. But developers need to be aware of zoning requirements, and how to change

them. Infill development may also require negotiations with neighboring property owners to agree on common areas, like shared parking. And with residential comes special considerations — and, oftentimes, higher scrutiny — from municipalities due to higher traffic counts and other factors. Urban land may also be covered by historic covenants and easements that run with the land. In other words, sometimes the previous owners negotiated agreements with neighbors that still exist long after the owners have sold the land and moved elsewhere. Some land, for example, might require approval from its original developers or from an association of members before it can be improved. Those developers are often long gone and the associations are dissolved, even though the obligation remains. It is costly and complicated for most parties to find and remove these covenants and obtain suitable title insurance. Experienced counsel is key in these situations — bringing judgment and proficiency to bear so that the developer can build with assurance. Finally, urban land can be contaminated by prior owners or even neighboring properties; everything from the usual suspects — dry cleaners, filling stations and landfills — to buildings that contain asbestos or historic uses such as dairy farms that may leave lasting effects. Many a pro forma has been busted by environmental issues discovered after closing or that were not properly addressed when discovered during due diligence. Before buying land, a developer needs to know the right questions to ask and understand how to leverage the results of his diligence investigations. Even where a property is being sold “as is,” performing certain environmental testing can provide the developer with safe harbor protections under federal law if environmental contamination is discovered at a later date. Phoenix infill development is booming — but developers must be ready for its challenges. Retaining experts and coordinating the myriad players and strategy in the early stages of a project will limit uncertainties and other contributors to downside risk and, most importantly, improve the probability of project success.

The Greater Phoenix land market is expected to remain active for the remainder of 2017 and an increase in development activity is anticipated, according to a recent report from Colliers International.

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Cover Story

Banking Addressing Challenges to Meet Business' Needs

Decisions within the industry have far-reaching impact on the economy — and beyond by RaeAnne Marsh

The banker in Frank Capra’s classic It’s a Wonderful Life may be idealized, but it is nonetheless true that banking is the core on which the business community rests. Bankers’ decisions impact business; what is impacting their business — and the decisions they are making for their own and everyone else’s business? Local bankers share their expertise and experience to bring their insights on specific issues to In Business Magazine readers.

Ed Zito President

Alliance Bank of Arizona alliance-bank-of-arizona-home

Balancing thoughtful oversight with a necessary openness to innovation will determine the broader impact of FinTech on how consumers bank, and how financial services companies of every kind do business.


NOV. 2017

FinTech and Big Data FinTech is showing us the powerful role of data in the ability to personalize and streamline retail banking and investing. And, as some sizable banks are now creating partnerships with FinTech enterprises, the result could be more nimble and tailored banking solutions, particularly at the retail banking level. At banks like Alliance Bank of Arizona, where our focus is on business banking, we don’t see FinTech as a major disruption. Analytics and Big Data play a significant part in the research tools our bank uses to not only underwrite loans but also to improve our relationship-centric approach to doing business. Leveraging this data will continue to be a large component of our operating model in the years to come. But for business clients, we believe the tip of the spear is a knowledgeable banker — someone who often is an expert in the client’s specific industry sector — who can tap not only exceptional data but also a breadth of industry experience, all within a business bank that is built to be responsive. With that expert banker as a business’s conduit to customized banking and finance solutions, we can harness much of the innovations delivered through FinTech — both the speed and responsiveness that really matter to customers and risk modeling fueled by artificial intelligence as a tool to support our decision-making on the front end, in conjunction with blockchain transforming the backend. Will every financial service be available in the future via an app on a smartphone? Not every one. Bill paying with a few clicks is a natural, and automated investing within some determined norms is certainly happening. But the benefits of a real relationship with a banker — who knows the client’s business intimately; who knows its competitive environment, locally and globally; who knows its past and present, and the personalities who drive that company — come from a human-scale connection with a skilled individual who can bring important value to the client’s enterprise. It’s true that FinTech is changing banking at nearly every level. Once slated to be a separate set of tech-driven competitors to traditional banks, some FinTech upstarts more recently have moved in-house, via strategic partnerships with long-established banking names. Now, we’ll need to see if these new alliances drive more efficient financial platforms and better, more highly tailored banking solutions. Will FinTech enterprises be disruptive alternatives, or a new source of innovation that reshapes financial products and services within established banking companies? Or some of both? Some of the answers will come from how the regulatory environment treats FinTech companies. Today, industry disrupters might have fewer regulatory requirements than a traditional banking model, even as the Comptroller of the Currency has floated the idea of a “special charter” for FinTech companies. To be sure, new FinTech companies have not yet experienced an economic downturn, and the impact of such an event on less-regulated entities and their customers is not clear. Ultimately, balancing thoughtful oversight with a necessary openness to innovation will determine the broader impact of FinTech on how consumers bank, and how financial services companies of every kind do business.


Terry W. Frydenlund President and CEO

Banking on the Border The issue of “banking on the border” is complex and multi-tiered. We start first with the bank and the business model it chooses to follow. 1st Bank Yuma happens to be a small-business-focused bank. That model seems to work in smaller markets like Yuma and Nogales. Because we are shareholder owned and a for-profit enterprises, one of our primary goals is to generate a return (profit) for our shareholders. How does that tie into border banking? That requires a somewhat complex answer. Issues related to border banking have been developing for many years. Banking is one of the primary sources for payments throughout the country — customers deposit their funds with us, and, through various sources of payments (checks, wires, debit card transactions, credit payments, etc.) those funds are then distributed to others. Sounds simple; however, our society has some small portion who are determined to engage in nefarious acts and illegal activity. One of the primary illegal activities is illicit drug dealing and money laundering. In an effort to crack down on this activity (and now the flow of funds to terrorists), our government enacted the Bank Secrecy Act. This piece of legislation and the resulting regulatory rules that followed caused the banking system to implement numerous processes that require reporting, tracking of customer activity, intrusive inquiry into the customer’s business and business financial activity, et cetera. Based on the collection of this information, banks are then required to file reports of various types to the federal government. All this activity comes at an operational cost to the bank. Depending on the type of business our customer is engaged in, particularly if they are engaged in cross-border activity, the amount of work (cost to the bank) can increase dramatically. As a result, banks are forced to make decisions regarding the viability of a customer relationship based on the risk vs. reward. This is not meant to be a complaint about the regulatory burden, as we have proof that our reporting efforts are being looked at and investigations are being conducted that could potentially stop illegal activities. The bottom line for us is the bottom line. There will come a point at which the risk vs. reward of a particular customer relationship will slide to the wrong side of the ledger and that account relationship may then be closed. Suffice it to say, the biggest challenge to banking on the border is the ability of the bank to know its customer, its willingness to spend the funds (operating costs) necessary to monitor those relationships and conduct the necessary reporting required by regulation and legislation, and to try to find a way to pass that cost on without alienating the customer. Nobody wants to do business with drug dealers, terrorists or other criminals, but not everybody is a bad guy. This is by no means the only challenge to border banking, but when dealing with customers, this regulatory environment seems to be the one that inevitably raises its head and causes the biggest impediment to conducting business in an efficient manner.


1st Bank Yuma

There will come a point at which the risk vs. reward of a particular customer relationship will slide to the wrong side of the ledger and that account relationship may then be closed.

NOV. 2017


Candace D. Wiest President and CEO

West Valley National Bank

There is no question that money laundering needs to be controlled for the safety of our country. And no other industry or system in the U.S. is better equipped to be the watchdog than the U.S. banking system. But that process becomes increasingly complex as relatively new industries like the marijuana industry seek banking services.


NOV. 2017

The New BSA Standard

Like every bank board in the country, we face the challenge of complying with escalating compliance associated with the Anti Money Laundering and Bank Secrecy Act (BSA). Language in the Dodd Frank Act raises the stakes for bankers, directors and shareholders. For example, the regulatory agencies utilize a tool called a Matter Requiring Attention (MRA). These are must-do items that the agencies feel are important enough to hold a bank’s board and management accountable to cure. While a repeat MRA is never good news, consequences of failure to comply with an MRA for the Bank Secrecy Act are onerous. When a bank is cited for a repeat violation or failure to cure a BSA-related MRA, the examiners must consider a Cease and Desist order under Dodd Frank. This is a public order that can affect the bank’s board of directors, its directors and officers insurance, its ability to raise capital, whom it hires, and its ability to merge with or acquire another bank — and it will most definitely keep the bank’s management team focused on compliance rather than its core business. In addition, officers and directors may be liable for civil money penalties. As a result of the BSA, we hire several consultants to help us with BSA compliance and also spend thousands of dollars annually on audits. Expensive? Definitely. But cheaper than a Cease and Desist. There is no question that money laundering needs to be controlled for the safety of our country. And no other industry or system in the U.S. is better equipped to be the watchdog than the U.S. banking system. But that process becomes increasingly complex as relatively new industries like the marijuana industry seek banking services. To be fair, the regulatory agencies find themselves in a difficult spot. In the case of the marijuana industry, while it is legal in many states, it is still not legal by federal statute. Yet, why keep an industry that has the capacity to launder money out of the only system in the U.S. designed to identify money launderers? There are other cash-intensive businesses that require additional scrutiny, such as check cashers, liquor stores, et cetera. While there is regulatory guidance for most of these entities, more guidance is needed with the new standards for BSA compliance. It is also a challenge for a community bank to find and devote the resources to monitor cash-intensive businesses. In Arizona, for instance, there are far fewer community banks than in other states in the country, so it is difficult to hire the expertise needed to monitor these types of accounts. Because of the cost and potential risk of these types of accounts, many banks avoid them. Those businesses are, therefore, forced into a cash economy. The situation raises numerous questions: Is the public safer with buildings full of cash? Do we really want a new unregulated currency like Bit Coin? And again, why would we want to keep industries that have the capacity to launder money out of the U.S. banking system? In addition to dealing with the potentially far-reaching consequences of the situation, bankers have an obligation to their shareholders. How can they be rewarded for the risks taken in banking cash intensive businesses? The overriding question for bankers is, “What, exactly, is the new standard, so we can comply with it?” This is not just in Arizona, of course; I believe there are bank boards all over the country trying to figure out how to deal with these questions. In my opinion, with more guidance and training, the community banks will be better equipped to handle these accounts. After all, smaller banks do have relationships with their customers.


Other Capital Concerns Offset the Rising Costs of New Labor Laws with the Work Opportunity Tax Credit Faced with growing concerns over income inequality, cities and states across the country are taking action to raise their minimum wage rates and mandate that employers offer paid leave. While this trend is helping low-wage workers attain greater economic security, it is also imposing costly burdens on businesses. Arizona is one of 19 states that implemented a higher minimum wage beginning in early 2017. The Fair Wages and Healthy Families Act — which was passed by Arizona voters as Proposition 206 in the November 2016 elections — raised the state minimum wage from $8.05 to $10 per hour on January 1. This amount will increase each year until it reaches $12 per hour in 2020. The new law — which went into effect July 1 this year — also requires most employers, including small businesses, to offer workers paid sick leave. Organizations with fewer than 15 employees must provide up to 24 hours of paid sick leave per year, while those with 15 or more employees must provide up to 40 hours per year. As businesses in Arizona and elsewhere grapple with the escalating costs imposed by laws like the Fair Wages and Healthy Families Act, they are often forced to make difficult decisions to maintain profitability. For example, some businesses may need to slow hiring efforts, lay off workers or raise prices. Fortunately, the federal tax code offers alternative ways to save money — with no negative consequences — in the form of tax incentives. One incentive that saves American businesses an estimated $1 billion each year, but is overlooked by many employers, is the Work Opportunity Tax Credit (WOTC). Created with the goal of helping people who have traditionally faced barriers to employment transition into the workforce, WOTC offers employers a tax credit that ranges from $1,200 to $9,600 for each qualifying employee hired. There is no limit on the number of workers for whom employers may claim WOTC, so businesses that hire many new employees can significantly reduce their tax burdens. To qualify for WOTC, an employer must hire an individual from one of the following “target groups”: • Veterans • Recipients of government benefits, such as Temporary Assistance for Needy Families (TANF), Supplemental Security Income (SSI) or the Supplemental Nutrition Assistance Program (SNAP) • Individuals between the ages of 18 and 39 who reside in federally designated Rural Renewal Counties or Empowerment Zones • Ex-felons


• Long-term recipients of unemployment assistance who have been unemployed for at least 27 consecutive weeks • Individuals with disabilities who have completed or are undergoing vocational rehabilitation • Summer youth employees who work for the business between May 1 and September 15 Additional requirements may apply for each of these target groups. Since the groups are intended to encompass individuals who have faced challenges to entering the workforce, it is likely that many WOTC-eligible hires will occupy minimum-wage positions. Therefore, WOTC serves as a particularly valuable tool for those businesses most affected by increased minimum-wage rates. The exact amount of tax savings that an employer receives under WOTC is based upon the qualifying hire’s target group and the number of hours that he or she works during the first year of employment. For most target groups, the employer will earn a tax credit of 25 percent of the new hire’s first-year wages if at least 120 hours are worked, and 40 percent of first-year wages if the employee completes at least 400 hours. Claiming WOTC is a complex process with a significant amount of paperwork that must be completed promptly and accurately. Most businesses consult tax professionals to ensure proper completion of each step in the process. After finding and screening a candidate who may belong to one of the WOTC target groups, the employer must file IRS Form 8850 with a state workforce agency (SWA) within 28 days of the new hire’s start date. Once the SWA conditionally certifies the employee as belonging to a target group, the employer must submit either Form 9061 or 9062 to the SWA. Finally, after the employee is verified as eligible for WOTC, the employer claims the credit by submitting Form 5884 to the IRS. This popular tax incentive is currently due to expire on December 31, 2019. However, due to the many benefits that WOTC offers for employers, workers and society as a whole, there is a strong chance it will be renewed at that

One incentive that saves American businesses an estimated $1 billion each year, but is overlooked by many employers, is the Work Opportunity Tax Credit (WOTC).

time. As the nationwide effort to increase minimum wage rates and enact stricter labor laws continues, all employers should consider WOTC as a powerful way to offset their rising costs. —Jordan Taylor, CPA with Capital Review Group (, a leading national incentive/ tax advisory firm that leverages in-depth knowledge of federal and state tax law combined with technical and business expertise to maximize tax savings for businesses

NOV. 2017



Tools for a Changing Workforce Owner’s


Lending Guide 2018

NOV. 2017




Banking Addressing Meet BusineChallenges to ss's Needs



National Business Association of Women Owners – Phoenix

Is It Really Humans vs Artificial Intelligen ce? The Case Corporate for Conservation Business Agility from Behavioral Economic s

Behavioral economics can help midsize companies become more agile by Bob Rosone and Tim Murphy



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Why is change so difficult? First, people tend to naturally gravitate to the status quo. It’s familiar, there’s a comfort level associated with it, and so it feels “right.” Second, change can challenge people’s beliefs about their core strengths. Consider that many knowledge workers have spent years honing a particular skill or set of skills. When new technologies create opportunities or a large-scale change initiative is implemented and employees are asked to change course and do their jobs differently, it can be a challenge.


Bob Rosone is managing director with Deloitte Growth Enterprise Services, Deloitte LLP. Tim Murphy is research manager with Deloitte’s Center for Integrated Research, Deloitte Services LP.

NOV. 20 1 7



Decision making isn’t always made in absolute terms; often, it is viewed in terms of how it impacts our status quo. Committing to a path that may yield higher payoffs but with the cost of greater uncertainty can be intimidating for anyone. This fear of uncertainty is often fueled by the behavioral concept of loss aversion: We hate losses so much that we would prefer to stay put and forgo new opportunities rather than expose ourselves to greater risk. For example, engineers who may be weighing the merits of transitioning from a traditional manufacturing process to additive manufacturing (also known as 3-D printing) have been known to have difficulty making this transition. Switching to this new technology could threaten their status as subject matter experts or deviate away from a career’s worth of knowledge and success garnered in traditional methods. In this case — and many others like it — we are expecting people to pivot their mental model of how their organization functions and, consequently, their role should be performed. Without lending an assisting hand, asking people to change how they see the world can be an ambitious endeavor. To facilitate these changes, the behavioral sciences suggest we should provide individuals with tools to make new courses of action easier. We discuss a few of these tools, known as behavioral nudges, which can help people make changes now that would benefit them in the future. When used effectively, nudges can remove cognitive barriers and offer people more confidence in taking on the unknown.


When committing to a new endeavor, many of us can benefit from even a small amount of assistance. Commitment

devices strive to help people achieve success by clearly outlining the steps they should take to accomplish their goals — and a road map to get there. Psychology suggests that when someone explicitly makes a commitment to acting differently, they tend to be both more willing and confident in their ability to act differently. In Norway, the social security administration asked people who were out on medical leave for more than six months to create a formalized plan for how they would return to work. By holding a meeting between the employee, employer and physician to outline plans and discuss issues, employees returned to work sooner — 20 days sooner for part-time work and 10 days sooner for full-time. Even simply having someone fill out a consequence-free “commitment card” has produced promising results. In 2012, President Obama’s reelection campaign asked would-be voters to fill out a commitment card that pledged they would go to their local polling station to vote. They also asked these voters to explicitly state how and when they would get to the polls. Organizations can leverage these same commitment strategies in their own change management projects. Walking people through small, predetermined steps can help remove uncertainty and make change feel less overwhelming. Covering the last mile of change by requesting that people fill out their own commitment plans can engender a change environment that goes with the grain of human psychology rather than against it.


Taking cues from our peers is a powerful means to invoke change. People often feel more empowered when they know how their peers behaved under similar circumstances. In an effort to reduce improper payments in unemployment insurance, the New Mexico Department of Workforce Solutions embedded social messaging that explained how others filled out forms. For a subset of the claimants filling out their weekly earnings report, a message prompted them by stating, truthfully, that “9 out of 10 people in <your county> accurately report earnings each week.” This little social cue resulted in a 25-percent increase in earnings reported vs. the control group, who did not receive the message.

Behavioral economics, a blend of psychology and economics, recognizes that in the real world people often act against their long-term best interests. For employers, positively influencing employees’ decision-making may, ultimately, improve the business's bottom line.

BETTERING YOUR BUSINESS By using commitment devices, organizations can highlight peer performance for each step of the change process while explicitly communicating expectations and allowing employees to commit to stated goals. Social cues can also go well beyond messaging alone. Research shows that work feels more meaningful when employees feel the activities they undertake can improve the well-being of others. The Deloitte Review article “Humanizing change: Developing more effective change management strategies” featured a story about how one manufacturer revamped its inventory process by making the initiative more human. Smaller organizations may hold a relative advantage in deploying these insights. Given their size, they may find it easier to bring seemingly unrelated groups together to “humanize” the change.


Modifying culture in general, and specifically to be more cyber-vigilant, is no easy feat. As the Deloitte Insights article “Toeing the line” explains, in order to change culture, businesses often need to align policies, individual and group learnings, and the tools employees are expected to interact with. Policies alone typically do not engender compliance. Like the change management case, however, peer interaction can be a powerful way to build a secure culture. Consider the following tactics: Leverage peer mentors. Carefully assigned onboarding coaches can help new employees understand and embrace the values of an organization. Coaching has a long history of influencing behavior: Research has shown that strong coaching environments are tied to strong business performance and engagement. Make the group image the self-image. A West Point Army study shows the power of group belonging. From the first day of training, cadets receive the same uniforms, haircuts and routine — all in the spirit of espousing the same values across the group. With repetition, cadets internalize these values and they become integral to their own self-image. This can be akin to corporate environments that provide new employees with laptop locks and employee badge lanyards that prominently display the company logo. At the individual and group levels, security-minded behaviors also can be reinforced simply through example. From simple activities like locking up an unattended laptop to always wearing an employee badge in a highly visible location, how our peers behave signals how we should behave, and, over time, what our peers believe can become what we believe.


A hallmark of a good choice architecture is designing an environment that, despite the many distractions, makes it easy for people to make choices in the short term that align with their long-term interests. For example, many organizations now offer an auto-escalation option to 401(k) plans whenever an employee receives a raise. By making the choice once, employees can easily increase their retirement contributions without having to make a “new” decision every time. Similarly, companies can provide default permissions for sharing information or helpful popup messages whenever sending data to external parties to increase compliant behavior. With relatively fewer stakeholders to consider and manage, determining these permissions and defaults may be easier for midsize firms to execute.

A hallmark of a good choice architecture is designing an environment that, despite the many distractions, makes it easy for people to make choices in the short term that align with their long-term interests.

The Internet Trap The Internet has revolutionized our lives, but at what cost? In The Internet Trap, Ashesh Mukherjee uses the latest research in consumer psychology to highlight five hidden costs of living online: too many temptations, too much information, too much customization, too many comparisons and too little privacy. The book uses everyday examples to explain these costs, including how surfing the Internet anonymously can encourage bad behavior, using social media can make us envious and unhappy, and doing online research can devalue the product finally chosen. The book also provides actionable solutions to minimize these costs. For example, the book reveals how deciding not to choose is as important as deciding what to choose. The Internet Trap provides a new perspective on the dark side of the Internet, and gives readers the tools to become smarter users of the Internet. The Internet Trap: Five Costs of Living Online Ashesh Mukherjee

208 pages

Publisher: Rotman-UTP Publishing

Available: 12/15/2017


Do Good

For many businesses, success comes in unexpected ways. Toms grew into a $600-million company by giving away 35 million pairs of shoes. Patagonia’s profits have climbed year after year even as it funnels heavy investments into sustainability. And it’s not just millennials rewarding companies with causes. In every age group, people commit to brands that show good citizenship. From CVS’s destocking cigarettes to Chipotle’s ethical sourcing, people want to see fair employment practices, social responsibility and charitable giving — and they quickly call out negligence. Based on extensive research with thousands of consumers, Do Good documents this sea change and explains how to embed social consciousness into a company’s DNA. Packed with examples and original data, the five-step model highlights the new rules of business: trust, enrichment, responsibility, community and contribution. Buyers today demand more than half-hearted pledges. By actively linking great brands with higher purposes, companies capture both markets and hearts. Do Good: Embracing Brand Citizenship to Fuel Both Purpose and Profit Anne Bahr Thompson Publisher: AMACOM

288 pages Available: 11/30/2017


The Reputation Game It’s a game you’re already playing, whether you like it or not. You can choose to ignore it and remain at the mercy of what others say about you, or you can take the time to learn how it works. For those who do, the potential benefits are unlimited. Through pioneering research and interviews with a host of major figures ranging from Jay-Z and LinkedIn co-founder Reid Hoffman to Bernie Madoff and Man Booker prize-winning Hilary Mantel, Waller and Younger reveal the key mechanisms that make and remake our reputations, providing the essential guide to the most important game in business and in life. The Reputation Game: The Art of Changing How People See You David Waller and Rupert Younger Publisher: Oneworld Publications

304 pages Available: 11/14/2017




Patterson and Clifford: Clear Vision for Clear Title Agency Local title company celebrates a decade of excellence by Gabe Rushing

MORE THAN TITLE Services • Residential Title & Escrow Services • Commercial Title & Escrow Services • Real Estate Owned (REO) Services • Trustee Sale Guarantees (TSG) • Short Sale Escrow Services • Real Estate Information & Analytics “The Ten Commitments” • Respect • Accountability • The Three I’s (The answer is YES if not illegal, immoral or impossible.) • Relationships • Teamwork • Family • Excellence • Transparency • Trust • Communication

NOV. 20 1 7



Clear Title Agency of Arizona, an industry leader in commercial and residential title and escrow services, continues fast-paced growth in its 10th year of operation. Bart Patterson, chief executive officer of Clear Title Agency of Arizona, started the title company with great confidence, experience and knowledge riding on the heels of two previous successful business ventures. He learned the fundamentals of building a business working for a technology startup company in the 1990s. When Patterson was first considering the industry in 2000 and researching title and escrow companies, his father suggested he meet with a former Valley title company owner, industry leader and veteran Bud Clifford. Through a relationship with a mutual mentor, Bob Rummage, Patterson also started a friendship with Bud’s son, Jim Clifford. Having spent his entire career in the title industry working with his father, Jim Clifford and life-long colleague Nick Velimirovich were managing a title company at the time that was ranked as one of the top in the Valley. Little did the two men know their friendship with Patterson would evolve into a business partnership 11 years later. In 2011, the timing for joining Clear Title couldn’t have been better, according to Clifford. “It was the time when the business drivers were shifting back to the real estate agents, so it allowed us to bring some relationships to the table.” In less than five years, Clear Title experienced unprecedented growth and attributes its success to the people who work for it, the customers whose expectations they strive to exceed, and the community that gives them the opportunity to thrive. Today, Clear Title has eight offices Valley-wide and a team of more than 75 people. The driving force behind the 10 years of growth is a company culture focused on people and building long-term customer relationships by providing the highest level of service and market expertise, on a truly personal level. “The growth that we are experiencing is a product of the team effort and value we place on providing excellent service for our clients and simply doing what we say we will do,” says Patterson. “Our team contributes daily to building a culture where excellence is not the exception but the norm. Because of that continued focus on excellence, our growth continues to outpace our competition and the market. This year alone we have grown at 4.5 times that of the market.” The team aligns to a set of 10 core principles they commonly refer to as “the ten commitments,” and uses these commitments to create a chemistry that drives success. Daily, one can hear the Clear Title team use the guidelines of transparency, respect, accountability, family, trust, communication and excellence while discussing routine tasks. “While these values are pretty simple, we believe it

Clear Title Agency of Arizona celebrates its 10-year anniversary this month.

Bart Patterson

Jim Clifford

is these values that bring genuine quality and depth to the organization,” says Clifford, president of the company. Clear Title has uniquely embraced the reality that its people own the client relationships that drive revenue and success for the company. It has used this model to grow significantly each year since its inception in 2007. That’s not an easy feat considering that in 2007 many other title companies were scrambling to stay afloat during the start of an economic recession. The company is also passionate about giving back to the community and supports many local efforts. “As our company grows, we have made it a point to also focus on our community,” Patterson says. “The ability to make a significant impact and partner with charitable organizations is something that our team is passionate about and is a big part of company culture.” Clear Title’s philanthropic endeavors include raising money for the Boys & Girls Clubs of the East Valley, Child Crisis Centers and the Maricopa Health Foundation, which benefits the programs of the Maricopa Integrated Health System (MIHS). Additionally, the company has given more than 500 hours and $75,000 to local charities in its 10-year history. Clear Title Agency of Arizona



Local First Arizona

‘Creative Collaborations to Grow Your Business’

Tempe Chamber of Commerce

Best Practices for Online Growth

Tues., Nov. 14 | 6:00p – 7:30p

Fri., Nov. 17 | 7:30a – 9:00a

For November’s business seminar, local business owner and creative collaborator — and Local First Arizona founder and executive director — Kimber Lanning will share insights on how successful businesses are collaborating creatively to reach new audiences and grow their impact. Whether it’s a tap takeover, a special local thank-you for a client, or even pooling resources and money to attract more customers, there are endless numbers of successful businesses collaborating. This presentation will help business owners maximize their network to grow their business, taking the examples of what others are doing and applying it to their own situation. Attendees will walk away with fresh ideas to creatively collaborate, real-world examples of local collaborations, and suggestions on how to grow their impact without breaking the bank.

Jihan Cottrell of Cox Business will deliver the lecture “The Internet of Things (IoT): Keys to Success” that is sure to apply to all industries and positions. The Internet of Things is the interconnection via the Internet of computing devices embedded into everyday objects, enabling them to send and receive data. IoT affects us in our everyday lives and will continue to impact us at home and in the workplace. Attendees will learn how to keep their personal and business networks safe and how to assess and optimize their bandwidth for future growth. Cottrell will also offer tips and best practices for network monitoring and security. This is part of the Hot Topics & Breakfast event series sponsored by SRP. Light breakfast and coffee is provided. The three-part series opened last month with “Selling Online – When to Start & What to Prepare For.” Peter Adams from Ping! Development provided a detailed overview of retail e-commerce and important factors for a small business to consider during the planning process.  The final session will be held next month, on Fri., Dec. 15. In “Marketing Your Business Through Social Media.” Carl Forkner from Dynamic Worldwide Training Consultants will provide ways that Social Media can improve a business’s ROI over traditional marketing methods. He’ll teach attendees how to target their demographics so they can focus their efforts to the highest probability audience. There will also be insight on how to save time by using scheduling and distribution tools.  

ConnectED and Sustaining Members: free; non-members: $20 because Event Space 3419 E. University Dr,. Phoenix

Members: $25 (in advance), $30 (day of event); general public: $35


Upcoming and notable Good Government Buzz Session with Maricopa County Supervisors Dec.

Fri., Dec. 1


An event of SRP’s Good Government series, this roundtable meeting will bring county leaders together with the business community for a discussion on the latest local, regional and national issues. 20th Anniversary Gala and State of the Chamber presented by PetSmart Dec.

Sat., Dec. 9


In 2018, the Black Chamber of Arizona will celebrate 20 years of serving businesses in our community. Celebrate this monumental occasion at the Anniversary Gala and State of the Chamber event.

The Graduate Hotel Tempe 225 E. Apache Blvd., Tempe

NOVEMBER 2017 S M T W T F S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 NOVEMBER 2017 NOTABLE DATES 19 20 21 22 23 24 25 Sun., Nov. 5 — Daylight Saving Time Ends 26 27 28 29 30

Tues., Nov. 7 — Election Day

Sat., Nov. 11 — Veterans Day Thurs., Nov. 23 — Thanksgiving Day


NOV. 20 1 7


NOVEMBER 2017 Sat., Nov. 4

5:30p – 10:00p

3rd Annual Patriots Ball Southwest Veterans Foundation This is a salute to America’s Veterans. The Patriots Ball is the primary fundraising program to support our Southwest Veterans Foundation Veteran Scholarship and Charitable Giving Programs.

Thurs., Nov. 2

5:30p – 8:00p

Wed., Nov. 8

9:00a – 10:30a

The Changing Landscape of Health Insurance and the Impact on Individuals and Small Businesses Arizona Small Business Association The 2018 health insurance market is raising a lot of questions for individuals and businesses. At this educational forum, get the answers and solutions you need going into the new year. Topics include regulatory updates, plan designs, and more. Continental breakfast included.

$100 for members, $125 for non-members


Scottsdale Resort at McCormick Ranch

ASBA’s Business Education Center

7700 E. McCormick Pkwy., Scottsdale

4600 E. Washington St., Phoenix

13th Annual Palo Verde Awards Dinner

Wed., Nov. 8

Ahwatukee Foothills Chamber of Commerce

7:00a – 9:00a

Environmental Issues Breakfast

As the Ahwatukee Foothills Chamber of Commerce’s signature fundraising event, this annual ceremony celebrates and honors the Business Woman of the Year, Corporate Award and Social Enterprise Award. In addition, scholarships are given to inspiring women who live and work in the Ahwatukee community to further their education.

Arizona Chamber of Commerce and Industry

Four Points

Hon. Phil Lovas, regional advocate with the Office of Advocacy, U.S. Small Business Administration, Region IX, presents “National Outlook: A View from the Trump Administration & The Business of Advocacy for Small Businesses.” Tom Forese, chairman and commissioner with the Arizona Corporation Commission, will provide an update on some exciting developments occurring at the ACC and the important discussions happening regarding Arizona’s water and energy resources. 

10831 S. 51st St., Phoenix

Members: $40; non-members: $55

Doubletree Phoenix Tempe




2100 S. Priest Dr., Tempe

7 Tues., Nov. 7

8 7:45a – 10:45a

Enterprise University: 18 Red Flags That Can Put Your Business Loan at Risk Arizona Small Business Association Take a look “behind the curtain” to maximize your chances of fulfilling those financial dreams through an approved loan with instructor Jeff Friesen, president of Enterprise Bank & Trust. Learn how to organize your financials and manage your bank’s expectations. Gain insight on “red flags” that may put your business loan at risk. Arm yourself with tools to build a lifetime relationship with your bank.

Wed., Nov. 8

4:00p – 5:30p

Learn How to Make Money on Shop Small Biz Saturday Starshine Communities

14th Annual Governor’s Celebration of Innovation

ASBA Business Education Center

Arizona Technology Council

4600 E. Washington St., Phoenix

Honoring technology leaders and innovators from across the state, the event attracts more than 850 attendees each year for a night of networking, food and entertainment. For 2017, the event will consist of a theatre style awards program with sit down dinner followed by a Tech Jam company showcase with live music (All Strummed Out). The Tech Jam companies consist of award finalists, sponsors and AZTC partners.

Members: $150; non-members: $200. Tech Jam only – members: $50; non-members: $75

Morning networking event.

It’s almost time for Black Friday ... Cyber Monday … You know the drill. But as a small business owner, you may be missing the boat by not capitalizing on taking advantage of the AMEX-sponsored Shop Small Business Saturday, November 25. Melanie Dunlap of Peaceful Spirit Enrichment Center shares her personal Shop Small experience and success both online and in her shop, discusses tools available to help small-business owners fully take advantage of bringing more visibility and, more importantly, MONEY to your business on November 25th.



Rawhide Events Center

C2 Tactical

StarshineAZ Peoria

5244 N. 48th St., Chandler

8475 S. Emerald Dr., Tempe

8385 W. Mariners Way, Peoria

Thurs., Nov. 2

NOV. 20 1 7


5:00p – 9:00p



For more events, visit “Business Events” at

Tues., Nov. 7

8:00a – 9:00a

Wake Up Ahwatukee Morning Mixer Ahwatukee Foothills Chamber of Commerce

Please confirm, as dates and times are subject to change.

Fri., Nov. 17

11:30a – 1:30p

32nd Annual Sterling Awards Scottsdale Area Chamber of Commerce As the chamber’s marquee event, the Sterling Awards embody the spirit of the organization by celebrating the people and companies that make the community a great place to live, work and play. The prestigious Sterling Award is one of the most coveted business awards in the Valley, with a rigorous application, judging and selection process. Only members of the Scottsdale Area Chamber of Commerce are eligible to apply for the Sterling Award. Tues., Nov. 14

7:00a – 9:00a

Members: $95; non-members: $115


Embassy Suites Scottsdale

Association for Corporate Growth – Arizona

An inspirational presence with extraordinary life experience, Lt. Gen. David P. Fridovich — a retired lieutenant general and Green Beret in the United States Army whose position at the time of retirement was deputy commander of the U.S. military’s United States Special Operations Command that directs special operations campaigns — will share his thoughts and experiences with leadership and how to maximize the impact of any organization.

Thurs., Nov. 16

5001 N. Scottsdale Rd., Scottsdale

Wed., Nov. 29

5:00p – 7:00p

11:15a – 1:15p

Business After Business

Economic Forecast Luncheon

Chandler Chamber of Commerce

Economic Club of Phoenix

The monthly evening mixer is sponsored by Bell Mortgage — make business contacts and get a chance to win the “Chamber Cash Pot” sponsored by Earnhardt Ford. Members: $5; non-members: $15

The Economic Club of Phoenix was founded in January 1985 by the Dean’s Council, a group of prominent business executives, in conjunction with Arizona State University’s W. P. Carey School of Business. The club is designed to enhance discussion of economic and business issues among academic, business, labor and public sectors in the Phoenix metropolitan area.

Members: $69; non-members: $89

The Local Chandler


Arizona Biltmore Resort & Spa – Gold Ballroom

55 W. Chicago St., Chandler

Phoenix Convention Center

2400 E. Missouri Ave., Phoenix

100 N. 3rd St., Phoenix

14 Tues., Nov. 14


16 Tues., Nov. 21

11:30a – 1:15p

‘A Roast of Arizona’ Arizona Association for Economic Development “A Roast of Arizona” will feature light humor about the perceptions of the state, economic development and doing business in Arizona. A collection of the state’s friends and well-wishers will create an open dialogue with the audience to solve some of the most pressing issues facing Arizona today, while sharing a few laughs.



29 Thurs., Nov. 30

11:30a – 1:00p


6:00p – 9:00p

Hot Topics & Lunch – Marketing & Communication Series

22nd Annual Gilbert Community Excellence Awards

Peoria Chamber of Commerce

Gilbert Chamber of Commerce

This marketing and communication series is hosted by Chris Amos of DEX Media. The November topic is Marketing During the Holidays. December’s topic is Local SEO for Small Business / Google My Business – Get on the Map! Lunch is included.

Sponsored by APS, this formal evening is filled with celebration as attendees honor those in the community who have excelled in the areas of business, education and community involvement. This event features Gilbert’s Culinary Showcase with samplings provided by some of your local, favorite restaurants. A cash bar will be available for the purchase of soda, beer, and wine.

Members: $45; non-members: $65; late registrants: $75

Members: free; future members: $10

Arizona Country Club

Peoria Chamber of Commerce

5668 E. Orange Blossom Lane, Phoenix

8385 W. Mariners Way, Peoria Wed., Nov. 15


7:00a – 9:00a

The Falls Event Center

Business Over Breakfast

4635 E. Baseline Rd., Gilbert

Glendale Chamber of Commerce This weekly event is a great opportunity for members to come together over breakfast, make new connections, hear from excellent speakers, exchange leads and referrals and build relationships to help grow your business.

Members: $20; Future members: $60 Cucina Tagliani 17045 N. 59th Ave., Glendale




Lending Guide 2018

NOV. 2017



Banking Addressing Meet BusineChallenges to ss's Needs


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National Business Association of Women Owners – Phoenix

Is It Really Humans vs Artificial Intelligen ce? The Case Corporate for Conservation Business Agility from Behavioral Economic s $4.95 INBUSINESSPHX.COM


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Corporate Conservation Is More than Just a Box to Be Checked Tips for implementing a corporate conservation program by Susan Anable

COMPANIES CAN CONSERVE Five easy conservation tips a company can implement today: • Encourage employees to power down equipment at the end of the day. • Reuse boxes for future shipments by covering up the original signature panel with one of the company’s own. • Install energy-efficient light bulbs throughout the office. • Switch from paper coffee cups to reusable mugs in the breakroom. • Send e-cards this season instead of mailing business holiday cards.

Susan Anable, vice president of public affairs, Southwest region, has been with Cox Communications since 2001. She is responsible for media relations, community relations, government affairs and internal communications for Cox in Arizona and Nevada. Prior to joining Cox, Anable was part of the Arizona State Senate Research Staff, serving as staff director; and natural resources, agriculture and environment analyst.

NOV. 20 1 7



Our nation’s and the world’s resources are increasingly constrained. Companies across the United States and here in Arizona can lessen their impact on the environment by reducing industrial byproducts as well as consumption of energy, water and raw materials. Businesses that incorporate eco-friendly practices remain competitive and see lower operating costs, ensuring long-term business success. In short, it can be good for both the environment and your bottom line. The topic of corporate conservation has elevated nationally, resulting in trends and best practices that span across a multitude of industries. In 2015, 62 percent of small businesses nationwide had implemented some type of company or employee-based sustainability program. As of this year, that number has increased to 88 percent, according to the Cox Conserves Sustainability Survey. Cox Communications places corporate environmental responsibility at the forefront of our daily operations — we’ve made it part of our DNA. We emphasize the importance of minimalizing our environmental impact in the communities we serve, and challenge other local businesses to consider incorporating responsible environmental impact practices as part of their operations. Recently, Cox Enterprises announced that the company had recycled more than 100,000 tons of materials since 2013. Whether it’s walking into a conference room with motion detector light triggers, or using three different categories for recycling and waste management in

the cafeteria, conservation is top of mind for Cox employees in Arizona. Businesses can create their own corporate conservation program by following these tips. First, map out a plan of action for the company’s conservation program. Businesses can create value and demonstrate leadership to customers and employees by developing and deploying a conservation strategy that considers how its operations impact the community. The strategy should be both reasonable and achievable, as well as align with the company’s overall business plan. In 2007, Cox formalized its commitment to sustainability with a goal to reduce its carbon footprint by 20 percent and launched a national sustainability program, Cox Conserves, to engage the company’s employees and community partners. Across its divisions, Cox is involved in scores of projects to reduce consumption and recycle or compost materials. These efforts are diverting materials from landfills, decreasing consumption of natural resources, and reducing the energy and emissions associated with manufacturing new products. In fact, our Cox warehouse facility here in Phoenix achieved zero waste-to-landfill status about a year ago by implementing a conservation program. When considering how to form a conservation plan for a business, it is important that it identify the focus of the program, cost and measurement, and the role that both employees and stakeholders will have in the plan. Narrowing

In 2015, 62 percent of small businesses nationwide had implemented some type of companyor employee-based sustainability program. As of this year, that number has increased to 88 percent, according to the Cox Conserves Sustainability Survey.

the focus on sustainability efforts that are within reach will allow the organization to provide more strategic attention to the areas that matter most. When creating a plan, a company needs to consider: • What is the company’s current impact on the environment? • What sustainability efforts are its industry peers undertaking? • How will the company fund its new conservation initiatives? • Who will be in charge of deploying the program? As part of the conservation plan, a company should inventory the products used in everyday operations and evaluate ways to maximize green alternatives. For example, if a company uses vehicles as part of its operations, it should consider researching more fuel-efficient vehicles that will also get the job done. Green emissions vehicles and hybrid operations are a growing trend among business fleets. With more than 13,000 vehicles, our organization has one of the nation’s largest fleets. We have technicians in the field daily serving our customers, and we are one of the largest and greenest fleets in the state. By transitioning our fleet of vehicles to energyefficient trucks, we were able to achieve savings in fuel costs while also reducing our carbon footprint by cutting more than 25 million pounds of carbon dioxide. Cox also actively identifies opportunities to harness solar energy and employ fuel cell technology. Overall, Cox annually prevents more than 21,000 tons of greenhouse gases from entering the environment through its alternative energy projects. Second, establish quantifiable benchmarks to measure the company’s impact on the environment. The company should hold

Cox’s sustainability and conservation initiatives over the past decade has enabled it to offset 82,000 tons of carbon, divert 97,000 tons of waste from landfill, and conserve 57 million gallons of water.

itself accountable by creating a quarterly report to analyze the success of its conservation efforts. For example, through Cox Conserves, we made a commitment companywide to invest more than $100 million in sustainability and conservation initiatives since 2007. Through these investments, the company has offset 82,000 tons of carbon, diverted 97,000 tons of waste from landfill, and conserved 57 million gallons of water. These projects are helping the company mark our progress against the established baseline and reach our goals. We are making this happen here in Arizona through programs like Turning Waste into Growth (TWIG), which sells used materials, such as leftover food, to a company that turns food waste into feed. We then donate these profits to local youth-based nonprofit organizations. Through the efforts of the TWIG program, Cox has donated more than $60,000 since 2008 to local youth-focused nonprofit organizations that directly impact Arizona communities. Allow room for adjustments as the company implements its plan. A company’s conservation program will evolve organically. This year, Cox Conserves achieved its goal of reducing its carbon footprint by 20 percent, and we now have expanded our plan to be carbon and water neutral by 2044, and have added initiatives to engage suppliers, customers and peer businesses. Examples of how we will become carbon neutral include small changes such as implementing motion detectors in public rooms that turn lights off when not in use, to larger efforts such as solar power systems in our buildings. Not only have these changes supported our conservation efforts, they have also helped improve our bottom line through the savings of fuel and energy. This is only a start. Our corporate conservation plan reaches far beyond the immediate goals achieved this year, and we are now focused on the future. Our plan is embraced by Cox employees and supplier partners, and brought to life through eco-friendly initiatives that are good not only for the environment but also for business and our customers. This creates tremendous value for all stakeholders, while also providing a good example of a vision and a mission that have measureable goals. Encourage employee participation in the company’s sustainability efforts. A company’s conservation program will only last as long as its employees participate. There are many ways to encourage employees to “think green” and build excitement for the company’s corporate sustainability efforts. Beyond business operations, Cox seeks to inspire environmental action in communities and employees. The Cox Conserves Heroes program, created in partnership with The Trust for Public Land, has honored nearly 200 environmental volunteers across eight states and donated nearly $1 million to nonprofits on their behalf. Cox also engages its employees in its conservation efforts by recognizing sustainability ideas at work through the Cox Conserves Chairman’s Cup, which collects, rewards and implements sustainable practices across the company. Cox Conserves and You, an internal digital platform, enables employees across the nation to track their eco-actions and to share ideas. These are just a few of the ways that other companies can encourage their employees to “think green” and become excited about participating in their corporate sustainability efforts. Practicing conservation as a part of a corporation’s everyday operations is imperative to success in today’s business. By making conservation a focus in business, companies are also contributing to the long-term sustainability of Arizona. We encourage companies to join in and see how they can contribute to the environment while also helping their bottom line.





Lending Guide 2018

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National Business Association of Women Owners – Phoenix

Is It Really Humans vs Artificial Intelligen ce? The Case Corporate for Conservation Business Agility from Behavioral Economic s $4.95 INBUSINESSPHX.COM


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2018 RANGE ROVER VELAR MSRP: $89,300 City: n/a Hwy: n/a Transmission: n/a 0-60: 5.3 mph

The New Range Rover Velar SE First Edition Range Rover is meeting the market with this latest SUV. All performance, this 2018 SR model First Edition is luxury meets performance, and the engine is proof. The 380HP, 3.0-liter Supercharged V6 engine is a marvel and will garner a 0-60 mph in only 5.3 seconds. Head pulling torque at 332 lb. ft. is impressive. The sleek design is smooth and rocket-like in its aesthetic. The 22-inch wheels made up of a dynamic 9-split-spoke design, with the iconic Land Rover logo at their heart, give a “light on its feet” appeal and a bold stance for sure. When external light levels dip below a certain threshold, powerful and distinctive headlights automatically switch on for the new Range Rover Velar. Amenities abound onboard this vessel. Climate control with two-zone temperature control allows occupants to set separate temperatures for the driver and front passenger areas. Ten-way (eight power, two manual) power-adjustable seats are covered in a contemporary combination of Luxtec and suede cloth materials. The Velar First Edition interior is finished to the highest possible level and includes perforated Windsor leather in light oyster/ebony Alston headlining, carbon fiber with copper wire

door finishers and a First Edition badge on both its B-pillars and interior finishers. The MeridianTM Signature Sound System produces 1300 watts through 22 speakers and a dual channel subwoofer — seamlessly unified with TrifieldTM technology. With fewer distractions and greater safety in mind, the all-new Land Rover Head-Up Display II system is fully customizable and features bright graphics in high resolution — enabling the driver to see all driver inputs and information with greater ease. The new system also includes video capability and can display what’s shown in the infotainment center, such as speed, navigation instructions and Traffic Sign Recognition. Land Rover

The holiday season regularly incites resolutions of “getting back in shape,” but consider getting into a healthy routine ahead of that season.

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Village Racquet & Health Club Full-service health club includes ball courts, weightlifting, cardio and classes — and restaurants and a bar that encourage healthy living. Four Valley locations

EXPERIENCE DAYS Book a Land Rover half- or full-day experience. Challenging terrain and other obstacles will train drivers on their vehicles and techniques to truly enjoy the “experience” of owning a Land Rover. $650 to $1200

Photos courtesy of Range Rover (top); Village Racquet & Health Club (bootom)

Health Is Our Best Asset



Bobby-Q: Hot for Barbecue

Served with two side dishes, BBQ sauce and homemade cornbread Half $21; Full $29

SMOKEHOUSE BURGER Fresh ground beef, cheddar cheese, bacon, crispy onions, BBQ sauce and secret sauce $15

is Bob’s Salad, crisp greens with an ample mix of rotisserie chicken, apple wedges, cranberries, celery, goat cheese and walnuts tossed in a Dijon vinaigrette. Bobby-Q’s signature style is to start meals with fresh homemade cornbread, and end with freshly fried donuts offered simply in a paper lunch bag to go (or to enjoy in the moment). Bobby-Q 8501 N. 27th Ave., Phoenix • (602) 995-5982 1610 S. Stapley Dr., Mesa • (480) 361-7470 3154 E. Camelback Rd., Phoenix • (602) 626-8856

Pasta Amore Pasta is a perennial favorite in many forms. Here are three local restaurants to enjoy its menu versatility. The tastes of Old World Italy in

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Marcellino Ristorante


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Va Bene

More than 200 house-made



Marcellino Ristorante

Northern Italian cuisine in


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National Business Association of Women Owners – Phoenix

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Get a year of In Business Magazine Subscribe now at

Photos courtesy of Bobby Q (top), Marcellino Ristorante (bottom)


The Valley of the Sun is known for saguaros, golf courses and … barbecue. Bobby-Q is nationally recognized by barbecue aficionados, and offers its ribs in a vintage countrified setting featuring reclaimed woodwork and antique gas lamps that enhances the dining experience. Owner Bob Sikora’s first expansion from the original location at Dunlap and the I-17 was this Mesa location a year ago (with a new one recently added in the Biltmore area). The pleasantly rustic patio is a more significant part of the dining room here thanks to the outside wall being sliding glass doors that can be fully opened to bring inside the sense of being outside. A trough-style fountain on one side of the patio not only adds to the ambience but cushions the sound of traffic from the busy thoroughfares on the other side of the brick outer wall. Deeper within the dining room, the dimly-lit lounge offers an alternative experience with various intimate seating arrangements. The ribs are the star attraction here, slow cooked over almond and mesquite wood so the seasoned meat simply falls off the bone. Choose St. Louis-style, baby back or Texas beef ribs. Other barbecue standards prepared to be far above standard include pulled pork, brisket, steak and chicken — as entrées and sandwiches. Served with plenty of extra barbecue sauce on the table. Fish options include a grilled salmon filet glazed with a zesty, sweet sauce. On a slightly lighter side

Celebrating 30 years of serving the women business owners of Phoenix

Fall 2017 •

November 2017 Message from Julie S. Cook Serving as the president and the chief cheerleader of NAWBO Phoenix for the 2017/18 year is a privilege of a lifetime. I’m meeting and connecting with so many amazing women who have had and are making a huge influence in my life. Because of how my life has been affected in such a positive way, I encourage businesswomen — and men, of course — to come and see what NAWBO is doing for its members and for the community at large. NAWBO Phoenix is an organization of women business owners who are serious about running their businesses and these same business owners have found in this organization support for that philosophy. NAWBO Phoenix is built on the pillars of Education with Advocacy, Connections, and Collaboration and Inclusion. NAWBO is an organization that works to: STRENGTHEN the wealth-creating capacity of our members and promote economic development; CREATE innovative and effective changes in the business culture; BUILD strategic alliances, coalitions and affiliations; and TRANSFORM public policy and influence opinion makers. I joined NAWBO Phoenix about four years ago and spent the first year or so observing the organization and feeling somewhat like an outsider. This situation was of my own making, and when the day came that I finally said, “I need to get involved by joining a team,” my membership shifted, and the rest

Julie S. Cook President, NAWBO Phoenix Owner, Idea Three Creative P.O. Box 32020 Mesa AZ 85275 Tel: (480) 390-0495 Email: Web:

is history. The NAWBO 2017/2018 board year is being guided by and for women who are passionate about the good of the organization and bringing value to the membership. Come and see what we have to offer you! You’ll be happy you did. Looking forward to your success,


Julie S. Cook NAWBO Phoenix President, 2017 – 2018

NAWBO® prides itself on being a global beacon for influence, ingenuity and action and is uniquely positioned to provide incisive commentary on issues of importance to women business owners. NAWBO Phoenix propels women entrepreneurs into economic, social and political spheres of power.

We host networking and education events throughout the valley each month, open to both members and guests. Check out our calendar at and join us! Take advantage of this great networking opportunity by bringing business cards and making connections.

For more information, please visit

Phoenix Metropolitan Chapter of the National Association of Women Business Owners 7949 E Acoma Dr., #207, Scottsdale, Arizona 85260 480-289-5768 •



Is your Company at Risk? by Cindy Gordon

A small business owner I know recently discovered that one of his employees embezzled about $300,000 from his company over approximately eight years. The employee was responsible for some accounting functions that included payroll. Every payroll, he would create the information needed to be sent to their PEO, get it approved by the owner, and then submit a significantly different number for his own salary. The business owner never took additional steps to verify the accuracy of the payments — and the employee knew it! Every year, billions of dollars are lost by businesses nationwide to employee fraud and theft, and the number of incidents is rising. Small businesses are especially vulnerable because of the small number of employees and challenges of creating effective internal controls and segregation of duties. In 2012, the Report to the Nation on Occupational Fraud and Abuse (www. issued by the Association of Certified Fraud Examiners reported that small businesses suffered a “disproportionately large” median loss of $147,000. Imagine if an employee stole that much money from you. How would if affect your company? Small businesses may be at a greater risk of employee theft because of the family-like environment that is often created. Owners tend to put down their guard because of an inherent trust factor that develops. However, it’s important to keep in mind that not all fraud is intentional and premeditated. Fraud can occur because the employee is dealing with personal financial stress, mad at the boss, feeling entitled or just plain greedy. Unfortunately, these factors are not always evident to the business owner. So, to ensure his or her business is adequately protected, a business owner needs to put some checks and balances in place. For now, let’s look at some ways employees take advantage of their employers. Unfortunately, I’ve come across several different types of fraud and theft during my years in public accounting. Here are some of the more common: 1. The creation of fictitious suppliers. An accounts payable clerk created a fake supplier, issued invoices for product that, obviously, the company never received, and then stole the money that was issued as payment. 2. Theft of supplies or inventory. How many people are guilty of taking some pens or paper home from the office? Unfortunately, most people don’t consider this petty theft — but it is. I’ve seen situations where boxes of inventory go missing — taken by employees and sold for their own benefit. 3. False worker’s compensation claims. This is common and can be a very costly. An employee has a minor accident at work and claims more serious injuries. The employee gets off work and gets paid worker’s compensation while the company pays for replacement help and potentially higher worker’s compensation fees. Cindy Gordon of Business Rescue Coaching ( works with business owners to create highly motivated and productive workforces, bringing more success to the organization and less stress to the owner.

40 2 NOV.



4. Overpayment of payroll. As described in the opening paragraph, an employee paid himself more than his regular pay or issued payment for vacation time already taken. 5. Fictitious inventory returns. An accounting clerk generated paperwork for fictitious inventory returns, then create a check payment to herself. No other paperwork was required as proof that the inventory was returned. I’d recommend you step back and assess whether it would be possible for an employee to commit any of these types of fraud in your workplace. Don’t try to convince yourself that your employees are different and they would never take advantage of you. Unfortunately, I’ve seen too many business owners with this belief get ripped off. Creating and implementing some simple safeguards can help to reduce the risk of fraud. While the best alternative is ensuring that an employee doesn’t have full control over any of the assets, this is not always possible for a small business because of the small workforce. Adding these easy-to-implement protections will help to secure assets: Have bank statements sent to the business owner’s house. The owner should quickly review the statements every month and look for any oddities. The accounting clerk will be more hesitant to act inappropriately knowing the boss is eyeing the bank account. Only the owner of the company should sign checks. Giving up this authority is like giving someone the keys to the vault. Temptation lurks. Install security cameras at warehouse exit doors. This gives the impression that employees are being watched and makes theft of inventory less likely. In January, the owner should review all W-4 slips issued by the company. If an employee is embezzling money through the payroll, it will quickly be noticed. Work with a specialist to assess the business processes to see where holes exist and how they can be closed.


Local Group Launches App for Finding Woman-Owned Businesses by Jackie Wszalek, Wendy McClellan and Mike Bull

Looking for a plumber, printer or other products or services? Why not use a WOWOB (woman-owned, woman-operated business)? They’re different. WOWOBs have a big social impact as well as an economic impact. The local founders of the WOWOB movement recently launched a free app to make it easy for anyone to locate a WOWOB to meet his or her needs. “Go to the App store or Google Play, and search ‘WOWOB’ to download the app,” explains Mike Bull, one of the WOWOB founders. “The app continually updates as we add new business listings, and you don’t have to be a woman or a business owner to access the listings.” Studies done by the Women’s Philanthropic Institute and others show that WOWOBs are more philanthropic at every income level, and give to charity more often and in larger amounts. These businesses also invest a higher percentage of their earnings in their families and communities, spreading wealth and creating a higher impact on future development, according to studies by the Global Entrepreneurship Monitor, published in the Harvard Business Review. “Woman-owned businesses are rising in their numbers,” says Bull. “With rising success, they will increase social responsibility efforts, which may well change the way we all think about business responsibility.”

WOWOB launched its website ( last spring. “We are based in Phoenix but companies anywhere can join,” Bull adds. There is no cost to search the business directory to find a WOWOB in any of 30 categories. A low-cost yearly membership in WOWOB includes a listing in the online directory; a WOWOB decal to display in your office; a WOWOB logo to put on your website; and cards to give to friends, customers, clients, employees or anyone who can help spread the word that there is a difference using a WOWOB. For more information about membership or sponsorship of WOWOB, visit, email or call 480-447-9218. Jackie Wszalek is the owner of Splash Printing and Marketing, Scottsdale; Wendy McClellan is the owner of Structure for Success, Scottsdale; and Mike Bull is the owner of the Women’s Business Institute, Phoenix. The trio launched the WOWOB movement earlier in 2017.

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Prepare for a Crisis Tips for business owners by Laurie W. Anderson

Equifax and other companies have been in the news lately for security breaches. No business is too small or too big to be immune to a crisis. Your business could be impacted by weather, hacking or a security breach, a defective product, employee service errors, an inappropriate social media post, improper conduct or relationships among staff and customers, or any of a wide variety of other issues. All these possible crises could pose a risk to your business’s reputation, financial wellbeing or business survival.

Is our Business Prepared to Respond in a Crisis?

The first step toward being prepared is to make a list of potential threats to your business. Ask yourself, “What could possibly go wrong with my business?” Then, prioritize those possibilities from those that are most likely to those that are least likely. Develop a plan for those situations that may be most likely for your business. List all the individuals, entities and organizations that you would need to contact if a crisis occurs. Identify which individuals would be authorized to speak on behalf of the company. You can prepare templates or written documents that can be filled in with details of the situation. These documents should outline what happened, who it affects, how it affects people, what is being done to remedy the situation, and when additional information may be provided.

Remember Seven Important Principles of Crisis Management: • Be prepared! • Deal with the crisis immediately, using a single spokesperson. • Always tell employees about the situation first. • Accept your various publics as partners. • Be open, frank and honest with all your publics. • Quickly develop plans to keep the crisis from occurring again. • Practice your plan at least once a year and change the scenario.



If the news media is involved with your crisis response, there are several dos and don’ts to keep in mind:

Dos when working with media • • • • • • •

• • •

Have the facts, be direct and keep it simple. Show, rather than tell, if possible. Be credible and candid. Avoid humor. When asked questions, keep answers short — 15–20 seconds if possible. Be careful; deliberate about what you say. Rehearse your three key messages about the business’s response to the crisis. Practice answering tough questions that a reporter may ask. Don’t use the phrase “no comment,” as it can imply guilt. Take the advice of your corporate attorney on what you can say at the moment. Treat media people openly and with respect.


• Don’t overreact to a news story. • Don’t try to stop a story. • Don’t tell a reporter more than he/she wants (or needs) to know.

• Don’t talk off the record. • Never lose your temper. • Don’t expect a media outlet to do you a favor because you have purchased advertising. Social media is one of the fastest ways to get out information, so include it as part of your plan to immediately communicate with key audiences. The way your business handles a crisis can increase your reputation in the eyes of your key publics. Any company can look good on a good day. A company that has good intentions and does a good job of handling a crisis will begin to rebuild trust immediately.

Laurie Anderson is the co-owner of Cactus Creative, LLC, offering digital and traditional marketing solutions, including media relations. For more information, contact Laurie at 303758-1118 or Laurie@

NAWBO Phoenix Presents Annual Desert Diamonds Awards

More than 100 members of the National Association of Women Business Owners (NAWBO), Phoenix Chapter, and their guests recently celebrated the success of the past year and recognized the contributions of its members and corporate partners. “All of our members deserve thanks and recognition for all they do throughout the year to support our chapter and other women in business,” says Phaedra Earhart, 2016-17 NAWBO Phoenix president. “The anticipation turned into special moments of celebration as companies and individuals were honored with the sparkling 2017 Desert Diamonds Awards in six categories.”

Corporate Partner of the Year: SRP

SRP’s Supplier Diversity Department constantly strives to advocate for woman-owned businesses in its supply chain. Currently, the organization spends almost $19 million with more than 130 woman-owned businesses. Patti Pyle and SRP’s Supplier Diversity department are committed to expanding awareness of NAWBO as a growing and important community organization and providing professional development for women business owners through mentoring and other opportunities.

Bridge Builder: Lynda Bishop of Relationship Insurance

As a member of the National NAWBO team, Bishop strives to connect the local Chapter with national programs, benefits, initiatives and educational development pieces to make sure the local members are getting the full benefit of their membership. She works closely with the Arizona Hispanic Chamber, Girls Rule Foundation and Young Entrepreneurs Academy. Bishop also leads the national NAWBO Circle to amplify the voice of women business owners in our community and our nation’s Capital.

Spirit of NAWBO Sisterhood: Jackie Wszalek, Splash Printing & Marketing

Wszalek’s business and her personal development have both shown marked improvements by being involved with NAWBO. Since becoming a member more than seven years ago, she has been “all in” as a volunteer, board member, officer and Corporate Partner.

Unsung Hero: Clarisse Ringwald of Clarisse Color Creations Ringwald has served as the first point of contact for numerous collaborative events and has staffed the NAWBO exhibit table at numerous events. She currently serves on the NAWBO Board as the membership director. Ringwald has written membership campaign blogs, donated Essential Colors Analysis and Styling Package gift certificates for NAWBO and for the Women’s Enterprise Foundation, facilitated the fall and spring membership drives and Happy Hour events, and has actively promoted membership throughout the year.

Member of the Year and Business Owner of the Year: Connie Zimmerlich of Clickchick Photography

As the Neighborhood NAWBO chair for the last seven years, Zimmerlich has created a streamlined process for the co-chairs. She personally trains each co-chair to make sure communication with members is consistent. This year, Zimmerlich participated on the membership committee and the programs committee, and served as a mentor in the mentoring program. She assists with registration at luncheons, provides encouragement to members, offers advice to board members, and is always th first one to say YES when asked to volunteer or donate. She has been a member of NAWBO since 2008. Beginning with a home-based business in 2006, Zimmerlich and her husband/partner took a leap of faith and opened a retail studio location in 2013. They brought on a new employee, and, through challenges and triumphs, they increased

revenue by 400 percent over the last three years and are projecting revenue to grow 200 percent this year. And they give back to the community. Over the last year, the business owners have donated more than $100,000 in services and product to nonprofits within the community, including NAWBO and WEF. Companies and individuals were nominated by members, and then members voted to determine the top finalists in each category. Finalists were judged by a past president and Corporate Partner of the Phoenix Chapter; a Corporate Partner of the Phoenix Chapter; two women business owners in the community; and NAWBO Phoenix members. For more information, visit Three other members were recognized for outstanding service. “In addition to the Desert Diamonds Awards, I presented Presidential Awards to three members who provided extra help and support to me as their president and to our organization,” Earhart says. “Cindy Gordon of Business Rescue Coaching, Julie Cook of Idea Three Creative and Laine Seaton of Child and Family Resources, Inc. each gave above and beyond in their service to our organization and deserved every bit of this recognition. “With gratitude, the Phoenix Metro Chapter would like to thank our major sponsors of this year’s Desert Diamonds Awards for their contribution for an incredible event — CopperPoint Mutual Insurance Company and SRP,” Earhart adds. For more information, please contact Laurie W. Anderson, of Cactus Creative, at (303) 758-1118.



Don’t Neglect the Follow-Up by Tish Times

I recently returned from a large conference. If you attended any large conference recently, you probably met many amazing people. You are, more than likely, back in your office with a stack of business cards sitting on your desk with great intentions of calling, emailing and maybe even handwriting to each person. You probably have a thousand other priorities that could easily take precedence over starting your follow-up process or you don’t have a thousand other things staring you in the face but you don’t have a clue how to start a successful follow-up campaign. Sure, you could start making phone calls, leaving voicemails, waiting to hear back and then getting frustrated because people are not calling you back. You might also send a few emails, but when people are not as responsive as you’d like you may get discouraged and discontinue your efforts. Don’t allow fear, frustration or lack of knowledge concerning follow-up to be the reason your profit shrinks.

I have a colleague (we’ll call her Angelica) who went to an event and made some great connections. She especially connected with one prospective client named Donna. They had a great initial interaction and Angelica was sure that Donna was her ideal client. After the conference, Angelica returned to her office and placed the stack of cards she’d collected from the event on her desk. Her full intention was to contact each person to set up meetings. She started with great excitement. After making just a few phone calls, her enthusiasm waned. Leaving voice mail after voice mail seemed like a futile endeavor. She found her focus on the follow-up process diminishing as other projects took precedence. Before long, a couple of weeks had passed and she hadn’t even touched the cards again. Angelica went to a new event a few weeks later and who did she run into? Donna, of course. They reconnected eagerly and struck up a conversation to catch up. Donna proceeded

Tish Times brings a sense of purpose and authenticity back to networking and sales. She works with companies and entrepreneurs who aren’t effectively leveraging networking as the entry point to the sales process to increase revenue. Times merges proven sales strategies with interpersonal awareness to create effective networking and follow-up plans that produce results while still feeling natural. Through her signature program, the Unstoppable Confidence Sales Academy, she helps clients develop authentic sales strategies to increase profit, skyrocket confidence and build genuine connections. For more information, visit



to tell Angelica how she had just hired a coach. A coach in the same industry as Angelica, with the same expertise as Angelica. Donna went on to explain how her new coach had been so persistent in pursuing her business that it just felt right to hire her. Angelica maintained her smile, but inside she felt devastated. She realized that had she continued to reach out, she might be ‘the new coach’ instead. (By the way, Donna invested $15,000 with the new coach.) It was because of stories like this that I created Hands-Free Follow-Up (, a donefor-you follow-up system. I realize that some of our clients will do great if I teach them a followup system, whereas others just don’t have or can’t make the time to follow up. This solution allows our clients to focus on their area of genius while we do the follow-up to make sure they have a full pipeline, lots of discovery or get-acquainted meetings, and full events.  If you don’t have a follow-up system that works for you, please get one. I’m sure you are leaving loads of money on the table without one. If you need help, ask for it. It’s great to be a giver, but it’s bad business to give good business away by not following up. If you’d like a jump-start on your follow-up system, download my free Follow-up Cheat Sheet at For more information on HandsFree Follow-Up, check it out at

Understanding the Missing Piece in Your Rising Healthcare Costs Puzzle by Kathleen Gramzay, BCTMB

In seeking a solution to a longstanding problem, it’s common to grasp the familiar pieces and reason that if they can be adjusted, adapted or shaved down surely the puzzle can be solved. When it comes to rising healthcare costs, there is a puzzle piece worth understanding that can significantly change the shape and direction of your company’s health and well-being. Many companies are seeing the benefits of providing nutrition and exercise programs in which a percentage of their population participates. However, for many individuals with Musculoskeletal Disorders (“MSDs”), it is difficult to be productive, participate in a company challenge or even make the best food choices when it’s painful to think or move.

The Leading Cause of Disability/ Healthcare Cost

Musculoskeletal Disorders is the largest category of chronic medical conditions, accounting for the greatest loss of productivity, absenteeism and healthcare costs, and a significant portion of workers compensation claims. One in two — or 126.6 million — adults is affected by MSDs, according to the U. S. Bone and Joint Initiative: The Burden of Musculoskeletal Diseases in the United States (BMUS), Third Edition, 2014. Rosemont, IL. ( That’s twice the rate of those with chronic heart and lung conditions, and seven times the 18.8 million diagnosed with diabetes.

Musculoskeletal Disorders encompass conditions and injuries related to the bones, joints, muscles, tendons, ligaments and connective tissue (also known as fascia). The chronic pain often associated with them makes it difficult to focus or function.

The Impact of Musculoskeletal Injuries:

• 77% (65.8 million) – Leading cause of all injury-related health care visits • $176.9 Billion – Annual cost of treatment (2011) • 397 Million – Number of prescriptions filled for MSDs (2011) • 70% (216.5 million days) – Self-reported lost work days due to MSDs • 30% (284,000) of work-related injuries due to MSDs with an average of eleven lost work days

The cost of prescription drug treatment for MSDs is crippling both in financial and societal terms. Direct dollar costs have skyrocketed to 210 percent, and half of the 2016 opioid-related deaths were due to prescribed opioids.

Compounded Pain for Business

For employers, the economic burden from lost work days is first compounded by the price of absenteeism and lost productivity, estimated to be $225.8 billion or $1,685 per employee, according to the CDC, International Monetary Fund. When the multi-year economic impact of increased workers compensation insurance premiums triggered by claims of seven days or more is added in, that burden is exponentially compounded.

Common Injury and Number of Lost Days Of those in the table below, these soft-tissue MSDs have a big impact on business: • Carpal Tunnel Syndrome – 27 days • Tendonitis – 10 days • Sprains & Strains – 10 days • Soreness & Pain – 8 days • Back Pain – 7 days • Musculoskeletal Disorders - 11 days (includes soft tissue conditions)

Back and neck pain at 35 percent, and musculoskeletal and connective tissue conditions at 17 percent, respectively, account for more than half of all lost work days. Focusing on soft-tissue-related MSDs and injuries (the back, neck, and musculoskeletal injury subcategories) is significant because the scope of their impact is wide, and they have the greatest potential for positive change through self-care.

The Costs of Traditional Treatment

MSDs have traditionally been treated with rest, over-the-counter or prescription drugs, and/ or surgery. Traditional treatment looks outside the body for correction and pain relief.

It’s clear a different solution is needed.

The Solution Exists in a Different Puzzle Piece

As current wellness programs target the underlying factors of diet and exercise to reduce their correlated health conditions, so can the underlying chronic tension patterns that cause soft tissue-related musculoskeletal disorders be released and health restored without the systemic side effects of pharmaceuticals. A self-care wellness program that targets the underlying cause of musculoskeletal soft-tissue conditions to release chronic musculoskeletal pain and tension and restores the body’s normal tone and mobility without drugs or office visits takes “wellness” to a deeper level. Not only does it empower individuals with the ability to partner with their own body for prevention, faster healing, cost reduction and increased productivity, it fills in a missing piece of the healthcare puzzle.

Kathleen Gramzay, BCTMB, is a speaker, author, developer & national continuing education provider of Kinessage®. She is a soft tissue & movement specialist serving wellness conscious businesses & their employees to live more productive, joyful lives.



NAWBO PHOENIX Corporate Partners

Community Leaders, NAWBO Corporate Partners Meet to Discuss Issues Important to Women Business Owners Group members commit to reinvigorate mentorship and apprenticeship to change the business culture The National Association of Women Business Owners (NAWBO), Phoenix Metro Chapter, relies heavily on its corporate partners for in-kind and financial support for Chapter programs. Nearly 30 members of the NAWBO Phoenix leadership, its corporate partners and community leaders recently held a roundtable meeting to talk about the vital issues facing women business owners. “We discussed many topics — from opioids to education,” explains Julie S. Cook, president of NAWBO. “But the topics all boiled down to the fact that modernization and technology have meshed our world together where all groups and cultures spend time together. Yet, they have driven apart that close family unit, community, or church group, where we all can learn from collaboration.

Annette Austin International Arizona Bank and Trust Arizona Fire & Water Restoration Bank of America Beaver Pond Enterprises, LLC Benjamin Franklin Plumbing Border States Electric CITYSun Times Cox Business GoDaddy Idea 3 Creative In Business Magazine Independent Talk 1100KFNX Kolbe Corp Lewis Roca Rothgerber Christie LLP Microsoft Store Money Radio 1510 Orchard Medical Consulting Phoenix Business Journal Phoenix Country Club Purple Dove Photography Salt River Project Splash Printing & Marketing UPS Wells Fargo

“At the conclusion of our meeting, we all agreed that we need to reinvigorate mentorship and apprenticeship in our society in order to change our business culture,” Cook says. “We agreed that it becomes our responsibility to lead by example, to be flexible and take the action necessary to initiate change. “We left feeling energized and that we were about to engage in a movement that should not only encompass our local community but our nation,” Cook said. “We appreciate the Honorable Michele Reagan, who attended the roundtable meeting. She was an active NAWBO member before going on to serve Arizona and her country.” The group’s next roundtable meeting will be in January to discuss implementation of ideas discussed. For more information, contact Renae Klein of United Real Estate and chair of NAWBO’s Corporate Partners Committee, at or 623-363-4084.


REAL people with / readbetterbebetter


careers / readbetteraz








For more information about the program, or to find out how you can help, please contact Sophie Etchart, Founder & CEO of Read Better Be Better at or (623) 229-7880.


NAWBO NEWS 480.442.5806

CareerConnectors is a 501 (c)(3) non-profit organization


Major Banks Community Banks Credit Unions Lending Institutions & Resources


Capital-Raising Methodologies Evolve Small business in Arizona is healthy and still growing at a steady pace. New startup firms are creating their niche in the ever-diversifying Arizona marketplace and established businesses are expanding, with many realizing that, with 95 percent of all consumers living outside of the United States, it is time to better examine export opportunities. Exporting products or services will help grow your business. Also, new methodologies continue to develop for raising capital to either start or grow a business. Terms such as “seed-stage super angel,” “micro venture capital firm,” “genesis venture capital round” and “business accelerator funding” were not what we discussed a few years ago. In the past, it was “the bank” or, in some cases, “friends, family or fools.” The world of business, especially small business, changes quickly, and it is important to keep yourself and your business agile and alert to opportunity. The U.S. Small Business Administration‘s (SBA) loan program activity further confirms that small business is on track here in Arizona. The federal fiscal year (FY) begins October 1 and ends September 30. On September 30, 2017, the loan dollar total in Arizona was $726 million versus $681 million for the same period in 2016 and $646 million in 2015. That dollar volume is up $211 million since 2014. Growth is good, but steady growth is even better and makes for a strong economy. Another good sign, more than 30 percent of these loans went to startup business applicants, attesting to the strong appetite for entrepreneurship that characterizes our state. In addition to loan support, SBA partially funds technical assistance to small businesses throughout

Robert Blaney has served as the district director of the U.S. Small Business Administration for the State of Arizona since 1998. His varied experience includes work as a federal agent, police officer, vicepresident of an insurance brokerage and district director for the late Congressman

the state. The SCORE Association and the Arizona Small Business Development Center Network (AzSBDC)

Jack Kemp. He is a native of western New

provide free one-on-one counseling with a special emphasis on business plan development and capital

York and a graduate of the State University

acquisition. Many small businesses who receive SBA-backed loans succeeded as a result of these free

College of New York at Buffalo.

counseling resources. Sincerely,

Robert J. Blaney District Director U.S. Small Business Administration, Arizona District

About our Guide: 2018

Major Banks Community Banks Credit Unions Lending Institutions & Resources


Funding is consistently among the top concerns shared by our readers. As part of our “Banking” issue of In Business Magazine, our editorial staff has compiled this annual Business Lending Guide. This guide is a listing of local lenders, contacts and resources that will assist business owners in finding lending opportunities. We contacted federally and state-chartered banks, credit unions and selected other lenders and resources to provide information about the variety of loans or assistance programs they offer locally. This guide will be available online and through our partner organizations until November 2018. Our list is compiled of institutions based here locally who responded to our questionnaire by press time. Please check the information, as contacts and phone numbers may change throughout the year. Many of the institutions have multiple locations throughout Arizona; this guide lists their main office in the Greater Phoenix area. To participate or advertise in our 2018/2019 guide, please contact us at or visit our website at © 2016 InMedia Company, LLC.

Common Pitfalls of SmallBusiness Banking and How to Avoid Them Statistics show that most small businesses fail within the first five years, and oftentimes the biggest mistakes are related to finances and often avoidable. Pitfall #1: Not having a relationship with your business banker. Pitfall #2: Not having a business plan or anticipating cash needs for seasonality or growth. Pitfall #3: Lack of quality accounting and financial information. Pitfall #4: Managing the profitability of the business for tax purposes —Sherri Slayton, C.F.A., Executive Vice President at Alliance Bank of Arizona

NOV. 2017


BUSINESS LENDING GUIDE BANKS Alerus Bank 17045 N. Scottsdale Rd. Scottsdale, AZ 85255 Contact: Rob Schwister Phone: (480) 905-2407 Website: Types of Loans/Services: SBA loans, term loans, lines of credit Alliance Bank of Arizona 1 E. Washington St. Phoenix, AZ 85004 Contact: Ruza Radulovic Phone: (602) 386-5500 Website: Types of Loans/Services: corporate banking, commercial real estate lending, public finance, business and professional banking, SBA lending, treasury management services, nonprofit financing, equipment financing

Arizona Bank & Trust 2036 E. Camelback Rd. Phoenix, AZ 85016 Contact: Troy Norris Phone: (480) 844-4558 Website: Types of Loans/Services: commercial loans, including lines of credit, equipment, real estate, construction Arizona Business Bank 2600 N. Central Ave., Ste. 2000 Phoenix, AZ 85004 Contact: Toby Day Phone: (602) 240-2700 Website: Types of Loans/Services: revolving lines of credit, term loans, letters of credit, real estate, SBA loans

Bank of America, NA 201 E. Washington St. Phoenix, AZ 85004 Contact: Small Business Banking Phone: (888) 287-4637 Website: Types of Loans/Services: lines of credit, term loans, SBA lending Bank of Arizona, NA 16767 N. Perimeter Dr. Scottsdale, AZ 85260 Contact: Business Banking Department Phone: (602) 808-5331 Website: Types of Loans/Services: revolving lines of credit, real estate lines of credit, equipment or vehicle term loans, real estate term loans, construction financing, equipment leasing, SBA loans

BBVA Compass Bank 4010 E. Thomas Rd. Phoenix, AZ 85018 Contact: Dominique Morales Phone: (602) 522-2580 Website: Types of Loans/Services: SBA loans, lines of credit, commercial real estate lending, working capital financing, residential construction, energy lending, business leasing, business credit cards Biltmore Bank of Arizona 5055 N. 32nd St. Phoenix, AZ 85018 Contact: Richard Endicott Phone: (602) 992-5055 Website: Types of Loans/Services: commercial lines, SBA, USDA, solar, SFR pools, Arizona Commerce Authority, industrial, treasury management products


Criminals Have A Plan To Steal Your Money. 1



Make sure two people approve every wire, every time.

Always verify changes in vendor payment instructions via telephone or in person with someone you know.

Tell employees you will never communicate payment instructions via personal email.

At Bank of Arizona, we offer a variety of fraud prevention services that can help you detect and prevent criminal activity. Call us today to discuss how we can help you fight fraud.

Bill Halsted | 602.808.5331 |

Š 2017 Bank of Arizona, a division of BOKF, NA. Member FDIC.


NOV. 2017


Come home to local banking.

It’s been 10 years. And we’ve made local banking something worth coming home to. This anniversary isn’t about us, it’s about you: Arizonans who wanted a better banking experience. After all, you’re not just clients. You’re our neighbors, our friends and the businesses that power our local economy. And with the accolades we’ve received—#1 Community Bank, Top 200 Healthiest Bank, 5-Star Superior Rating—it’s clear we’ve earned your trust with our easier, more personalized, local banking service. Here’s to 10 years as your hometown bank. Bank local. Bank Pinnacle.

Creating an exceptional experience!

Scottsdale 480.609.0055 INBUSINESSPHX.COM


Phoenix 602.995.6565

Member FDIC | Equal Housing Lender. Copyright © 2014 Pinnacle Bank, All rights reserved

| NOV. 2017



Pitfall #1

Not having a relationship with your business banker. It is important to have a banker

How to Avoid It: Whether you’re

who knows you and your business

starting your business, thinking

to help make the best financial

about expanding or just looking for

decisions. Your banker is well

sound advice, your first step should

versed in all of the financing

be to make an appointment with

options available to your business

your banker. Be prepared to discuss

and will be the best ally to

previous financial information,

get you up and running in the

current finances and the goals for

most efficient and financially

your business. When your banker

responsible way.

has all of the details, he or she will

BMO Harris Bank 1 E. Camelback Rd. Phoenix, AZ 85012 Contact: Don Satiroff Phone: (602) 650-3850 Website: Types of Loans/Services: business and corporate lending, lines of credit, equipment leasing, asset-based lending, commercial real estate, SBA & community development loans, treasury management services

be able to point your business in the right direction, connect you with the right people within the bank and advise as necessary on the next steps.

BNC National Bank 20175 N. 67 Ave. Glendale, AZ 85308 Contact: Scott Spillman Phone: (602) 508-3760 Website: Types of Loans/Services: revolving lines of credit for short-term operating needs, working capital loans, term loans for business equipment, commercial real estate loans, SBA loans, 504 commercial real estate loans, business agricultural loans, letters of credit Comerica Bank 425 S. Mill Ave. Tempe, AZ 85281 Contact: Holly Pennington Phone: (480) 966-0846 Website: Types of Loans/Services: commercial property loans, business lines of credit, business loans, credit cards

Looking for a way to fund business growth? Fortunately for you, not all lenders are the same. “We consider FSW Funding a partner in our business.” —Cliff, founder of software development company, Arizona & Mexico

FSW Funding promises: • Fast funding for working capital • Flexible and innovative lines of credit • NO termination fees, contracts, or minimum volume requirements

Contact us today to learn more about our factor financing services


NOV. 2017

602-535-5984 4530 E. Shea Blvd, Ste. 142, Phoenix, AZ 85028


BUSINESS LENDING GUIDE Commerce Bank of Arizona 4110 N. Scottsdale Rd., Ste. 120 Scottsdale, AZ 85251 Contact: Chris Webster Phone: (480) 253-4511 Website: Types of Loans/Services: all types of business loans, including lines of credit, equipment loans, acquisition finanacing, commercial construction, commercial real estate, SBA loans Enterprise Bank & Trust 3900 E. Camelback Rd., Ste. 180 Phoenix, AZ 85018 Contact: Zach Morrison Phone: (602) 824-5700 Website: Types of Loans/Services: commercial loans, equipment, real estate, construction, SBA loans, lines of credit

First Fidelity Bank 6232 N. 32nd St. Phoenix, AZ 85018 Phone: (602) 912-5555 Website: ﬈.com Types of Loans/Services: revolving lines of credit, commercial real estate, residential real estate, equipment, SBA, oil & gas production loans, commercial leasing First International Bank & Trust 2231 E. Camelback Rd. Phoenix, AZ 85016 Contact: Ben Jarman Phone: (480) 946-2967 Website: Types of Loans/Services: commercial lending, SBA loans, mortgages

Visit us online at to see more on each lender, including contacts and areas of expertise.

FirstBank 4925 N. 20th St. Phoenix, AZ 85016 Phone: (602) 667-6900 Website: Types of Loans/Services: commercial real estate, construction, SBA loans, lines of credit, residential real estate

Great Western Bank 1721 N. Arizona Ave., Ste. 1 Chandler, AZ 85225 Contact: David Telya Phone: (480) 917-0139 Website: Types of Loans/Services: commercial and consumer loans

Gateway Bank 6860 E. Warner Rd. Mesa, AZ 85212 Contact: James L. Christensen Phone: (480) 358-1000 Website: Types of Loans/Services: commercial lending

JPMorgan Chase 201 N. Central Ave. Phoenix, AZ 85004 Contact: SBA Lending Department Phone: (800) 242-7324 Website: Types of Loans/Services: commercial lending, SBA lending

Goldwater Bank 2525 E. Camelback Rd., Ste. 1100 Scottsdale, AZ 85016 Contact: Robert Simpson Phone: (480) 281-8200 Website: Types of Loans/Services: business lending, mortgage lending, consumer lending

Johnson Bank 3131 E. Camelback Rd., Ste. 100 Phoenix, AZ 85016 Contact: Cathy Camacho Phone: (602) 381-2100 Website: Types of Loans/Services: lines of credit, commercial mortgages, equipment leasing, SBA loans

BUILD A BETTER BUSINESS. BOOST YOUR BUYING POWER. What does your business need to succeed? More manpower? Better equipment? Debt consolidation for a fresh start? Having cash on hand to meet your short-term needs is a key component of capturing opportunities in a competitive market. Whether you own a small business or a larger commercial enterprise, Desert Schools offers a wide range of products and services to help you grow your business.

Call, click or visit a branch 602-335-6317 |


Get up to


cash back1

• $10,000 to $100,000 loans • No annual or upfront fees

1 Credit Union will pay 1% cash back (“Bonus”) on a single Express Business term loan of $10,000 or more. Maximum Bonus amount is $1,000. Bonus will be deposited into the Business Membership Savings account within one business day of the funding of the advance. Borrowers are solely responsible for all applicable taxes arising from Bonus. Bonus offer for limited time only. All loans subject to credit approval and credit union membership eligibility, including establishing a Business Membership Savings account. Other restrictions apply. Federally insured by NCUA | Equal Housing Lender


NOV. 2017




Pitfall #2

Not having a business plan or anticipating cash needs for seasonality or growth. A business plan allows you as the

How to Avoid It: Discuss with

owner to prioritize your objectives

your banker the short- and long-

and plan accordingly for the future.

term goals for your business. Look

This plan could include projected

at different scenarios for growth

growth in revenues, employee

or seasonality and how those

needs, and necessary cash needs

scenarios will affect your need for

that will impact the business. A

cash. Your banker will be able to

business plan also allows the bank

give you a better idea of the plans

to have a perspective on the future

that should be put in place to meet

plans and cash or capital needs of

your requirements. You should

your business.

also talk to your banker about having a back-up plan should there be unexpected changes in your business to ensure the end-goal is still going to be attainable.

KS StateBank 5110 N. Central Ave. Phoenix, AZ 85012 Contact: Frank Coumides Phone: (602) 332-7828 Website: Types of Loans/Services: commercial loans to small and mid-sized businesses for equipment, real estate, expansion Meadows Bank 2141 E. Camelback Rd., Suite 120 Phoenix, AZ 85016 Contact: David Matthews Phone: (602) 474-5001 Website: Types of Loans/Services: business term loans and lines of credit, commercial real estate loans, law firm and medical practice financing, SBA lending, HOA lending, depository services

Metro Phoenix Bank 4686 E. Van Buren St., Ste. 150 Phoenix, AZ 85008 Contact: Michael Morano Phone: (602) 346-1800 Website: Types of Loans/Services: commercial lending MidFirst Bank 3030 E. Camelback Rd. Phoenix, AZ 85016 Contact: Barb Bandura Phone: (602) 801-5000 Website: Types of Loans/Services: SBA loans, business express loans, business lines of credit, business term loans, commercial real estate lending, business equipment lease financing













2141 East Camelback Rd. / Suite 120 / Phoenix, AZ 85016 / 602.474.5000 *Annual Percentage Yields (APYs) are current as of 10/16/17. APYs are subject to change without notice. Minimum Deposit of $10,000 required to qualify for promotional APY. Maximum per depositor limited to $250,000. Penalty for early withdrawal may apply. Fees may reduce earnings. Limited time offer. © 2017 Meadows Bank.


NOV. 2017


BUSINESS LENDING GUIDE Mutual of Omaha Bank 9200 E. Pima Center Pkwy. Scottsdale, AZ 85258 Contact: Kevin Halloran Phone: (480) 458-2249 Website: Types of Loans/Services: commercial and industrial, commercial real estate, SBA, mortgage, personal and association lending National Bank of Arizona 6001 N. 24th St. Phoenix, AZ 85016 Contact: Mike Casa Phone: (602) 235-6000 Website: Types of Loans/Services: consumer, residential real estate, commercial, corporate, treasury management, commercial real estate, wealth management, nonprofit, energy lending

Parkway Bank 11011 N. Tatum Blvd. Phoenix, AZ 85028 Contact: Michael Doan Phone: (602) 765-8501 Website: Types of Loans/Services: an array of conventional business loans as well as SBA financing Pinnacle Bank 14287 N. 87th St., Ste. 123 Scottsdale, AZ 85260 Contact: Tim Romano, Scott Willits Phone: (480) 609-0055 Website: Types of Loans/Services: lines of credit, equipment loans, term loans, real estate construction loans, standby letters of credit, SBA loans

Republic Bank of Arizona 909 E. Missouri Ave. Phoenix, AZ 85014 Contact: Ralph Tapscott Phone: (602) 277-2500 Website: Types of Loans/Services: commercial loans and lines of credit, commercial real estate loans, commercial construction loans, SBA loans Stearns Bank N.A., Arizona 9225 E. Shea Blvd. Scottsdale, AZ 85260 Contact: Tom Hosier Phone: (480) 314-4200 Website: Types of Loans/Services: SBA loans, commercial and construction lending, equipment finance and leasing, USDA rural development loans

UMB 2777 E. Camelback Rd., Ste 100 Phoenix, AZ 85018 Contact: Sean Scibienski Phone: (602) 274-7500 Website: Types of Loans/Services: term/ installment loans, business line of credit, SBA loans, commercial loans U.S. Bank SBA Division Regional Office 2222 E. Camelback Rd. Phoenix, AZ 85016 Contact: SBA Division Administrative Office Phone: (800) 431-7101 Website: Types of Loans/Services: SBA loans, lines of credit, equipment leasing, term loans, agricultural loans, quick credit, commercial real estate


Visit us online at to see more on each lender, including contacts and areas of expertise.

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NOV. 2017


BUSINESS LENDING GUIDE Banks (conâ&#x20AC;&#x2122;t)

Pitfall #3

Lack of quality accounting and financial information. It is important to have access to

How to Avoid It: Invest in an

and utilize qualified accounting

accounting system or bookkeeping

or bookkeeping resources not

system at your business, or hire a

only to help you have appropriate

bookkeeper or accounting service

accounting and inventory control,

to produce periodic financial

but to maintain the accounts

reporting that includes profit

receivable and payable systems

and loss statements and balance

that track financial information

sheets. Secure online banking

and produce financial statements.

systems and bill pay systems that

Accurate financial statements are

integrate with your accounting or

crucial to obtaining a loan and to

bookkeeping systems are critical

managing your business.

to seamlessly producing monthly, quarterly and annual financial statements and will assist with tax return preparation.


NOV. 2017

Washington Federal 2196 E. Camelback Rd., Ste. 100 Phoenix, AZ 85016 Contact: Scott Stemm Phone: (602) 553-7434 Website: Types of Loans/Services: commercial lending, commercial real estate financing, lines of credit, term loans, business credit cards, SBA loans Wells Fargo Bank 100 W. Washington St., Phoenix, AZ 85003 Contact: Jennifer Anderson Phone: (602) 378- 5133 Website: Types of Loans/Services: business loans of all types, including real estate, lines of credit, equipment, SBA

West Valley National Bank 5635 N. Scottsdale Rd., Ste. 150 Scottsdale, AZ 85250 Contact: Debra Ingle Phone: (480) 429-6750 Website: Types of Loans/Services: SBA 7(A), SBA 504, working capital, owneroccupied real estate, A/R lines of credit Western State Bank 7001 N. Scottsdale Rd., Ste. 1000 Scottsdale, AZ 85253 Contact: Shane Randall Phone: (480) 596-0883 Website: Types of Loans/Services: commercial term loans, commercial lines of credit, construction lines of credit, lease financing, corporate credit cards, agricultural loans


BUSINESS LENDING GUIDE CREDIT UNIONS Arizona Central Credit Union 2020 N. Central Ave., Ste. 800 Phoenix, AZ 85004 Contact: Jeffrey Frank Phone: (602) 523-8342 Website: Types of Loans/Services: SBA loans, commercial real estate loans, lines of credit, term loans Credit Union West 350 E. Dunlap Ave. Phoenix, AZ 85020 Contact: Business Service Center Phone: (602) 631-3200 Website: Types of Loans/Services: business loans Desert Schools Federal Credit Union 148 N. 48th St. Phoenix, AZ 85034 Contact: Herb Ramirez Phone: (602) 663-8674 Website: Types of Loans/Services: working capital financing, equipment loans, owner-occupied real estate, commercial real estate OneAZ Credit Union 2355 W. Pinnacle Peak Rd. Phoenix, AZ 85027 Contact: Pat Blaine Phone: (602) 467-4262 Website: Types of Loans/Services: term loans, unsecured lines of credit, commercial real estate mortgages, business vehicle loans, business credit cards, business overdrafts TruWest Credit Union 1345 W. Warner Rd. Tempe, AZ 85284 Contact: Daniel Desmond Phone: (480) 441-5900 Website: Types of Loans/Services: business loans, secured and unsecured lines of credit, business credit cards, commercial real estate lending, equipment financing


ALTERNATIVE LENDING Altima Business Solutions 1820 E. Ray Rd. Chandler, AZ 85225 Contact: Andre Wilson Phone: (480) 264-5150 Website: Types of Loans/Services: angel and venture capital, private equity, merchant funding, equipment leasing, factoring, contract financing FSW Funding 4530 E. Shea Blvd., Ste. 142 Phoenix, AZ 85028 Contact: Robyn Barrett Phone: (602) 535-5984 ext. 1 Website: Types of Loans/Services: choose or add lines of credit, letters of credit, factoring, asset-based lending Liquid Capital 8679 E. San Alberto Dr., Ste. 201 Scottsdale, AZ 85262 Contact: Joel Gottesman Phone: (480) 473-2105 Website: Types of Loans/Services: factoring, purchase order and inventory finance, exports, Quick Pay programs Sir Mortgage & Finance 4040 E. Camelback Rd., Ste. 210 Phoenix, AZ 85018 Contact: Greg Sir Phone: (602) 954-6677 Website: Types of Loans/Services: residential, commercial and construction loans Southwestern Business Financing Corporation 3200 N. Central Ave., Ste. 1550 Phoenix, AZ 85012 Contact: Teresa Maldelin Phone: (602) 495-2185 Website: Types of Loans/Services: SBA 504 financing



ACCIÓN P.O. Box 41237 Tucson, AZ 85717 Phone: (520) 682-3648 Website: Types of Services: loans, lines of credit, management services, investment, governance Arizona Commerce Authority 333 N. Central Ave., Ste. 1900 Phoenix, AZ 85004 Phone: (602) 845-1200 Email: Website: Types of Services: business-growing strategies, market research, licensing information, statewide resource information, workforce assistance Arizona Loans for Assistive Technology Institute for Human Development University Affiliated Program Northern Arizona University 2400 N. Central Ave., Ste. 300 Phoenix, AZ 85004 Contact: Martha Lewis Phone: (602) 776-4670 Website: Types of Services: loans for persons with disabilities to purchase assistive technology, training and technical assistance; equipment reutilization; Self Employment for Entrepreneurs with Disabilities program Center for Entrepreneurial Innovation 275 N. GateWay Dr. • Phoenix, AZ 85034 Phone: (602) 286-8950 Website: Types of Services: incubator startup and early-stage companies, access to facilities space, mentorship opportunities, business development resources, weekly educational seminars open to the public, and more








ions &




s Resour ces

The 2017/2018 edition of the In Business Magazine Business Owner’s Lending Guide will be available on our website through October 2018. City of Phoenix Expand Program 200 W. Washington St. Phoenix, AZ 85003 Contact: Loretta Hogans Phone: (602) 262-6005 Website: Types of Services: assistance in finding loans for businesses, collateral reserve deposits Industrial Development Authority (IDA) of Maricopa County c/o Maricopa County Administration Office 301 W. Jefferson St., 10th Floor Phoenix, AZ 85003 Contact: Greg Ghalfi Phone: (602) 690-8996 Website: Types of Services: conduit financing, project financing, manufacturing facility bonds

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Pitfall #4

Managing the profitability of the business for tax purposes. One attractive income tax strategy

How to Avoid It: Talk to your

is trying to reduce tax liability by

accountant and banker when

reducing the taxable income of the

you are considering deferring

business through various tactics.

recognition of income, pre-paying

While this may result in lower tax

expenses, expensing items that

liabilities in the current period,

could be capitalized or accelerating

it can also reduce or eliminate

depreciation for tax purposes.

reported income, which is typically

These strategies should be

the number used when qualifying

considered in balance with the need

for a loan.

to meet debt service coverage and other loan requirements.

LENDING RESOURCES (con’t) Neighborhood Economic Development Corporation (NEDCO) 0 W. Main St. Mesa, AZ 85201 Phone: (480) 258-6927 Website: Types of Services: alternative financing programs for new and startup businesses, entrepreneur education, loan readiness assessment, business credit repair, loan application assistance Service Corps of Retired Executives (SCORE) 2828 N. Central Ave., Ste. 800 Phoenix, AZ 85004-1093 Phone: (602) 745-7250 Website: Types of Services: resources, templates and tools to assist entrepreneurs in developing tools and plans

Small Business Administration (SBA) 2828 N. Central Ave., Ste. 800 Phoenix, AZ 85004-1093 Contact: Robert Blaney Phone: (602) 745-7200 Website: Types of Services: loans, loan guarantees, contracts, counseling sessions and other forms of assistance to small businesses Small Business Development Center (SBDC) 2411 W. 14th St. Tempe, AZ 85281 Phone: (480) 731-8720 Website: Types of Services: assistance for small businesses in every stage of development, SBA loan assistance, free one-on-one business counseling, workshops and training programs

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Activate Human Capital Over the last half century, college textbooks on management have taught the importance of valuing the human assets of a business, and they have also focused on how to effectively and appropriately manage those assets. And yet, we look around and rarely see it practiced. In Activate Human Capital, author Richard N. Morrison outlines the eight People-Focused Principles of Management, and he explains them in terms of the values that motivate people to want to do the work given to them. And even more, he shows how these values will actually get employees to initiate their work because they will see how it contributes to the overall purpose of the business. Each principle-such as giving people a purpose, communicating widely, accommodating change, creating a culture of worth and hope, and rewarding performance, to name a few-is linked to a component of human fulfillment, and then through research, personal experience, and shared stories, Morrison discusses how to activate each principle and demonstrates what it should look like in the workplace. Eight simple principles can help enhance all business relationships and improve efficiency, productivity, and profitability-if only managers are willing to change. People-focused management has been done, is being done, and will be done increasingly more often as more business leaders comprehend the potential in this empowering form of leadership. When employees feel valued, respected, encouraged, and fulfilled, they will work harder and be more invested in their work-and in

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Adams, Peter, 31

Cottrell, Jihan, 31

McClellan, Wendy, 41

Whitfill, Jim, 12

Allazetta, David, 18

Forkner, Carl, 31

Murphy, Tim, 28

Wiest, Candace D., 26

Anderson, Laurie, 42

Frydenlund, Terry W., 25

O’Neil, Bob, 15

Wilczek, Donna, 16

Austin, Anthony, 10

Gordon, Cindy, 40

Patterson, Bart, 30

Wood, Jason, 20

Bishop, Lynda, 43

Gramzay, Kathleen, 45

Patterson, Lee, 14

Wszalek, Jackie, 41, 43

Blaney, Robert J., 49

Handa, Sunny, 16

Ringwald, Clarisse, 43

XXXBooks, 29

Bobrow, Dr. Ben, 18

Heymann, Mark, 16

Rosone, Bob, 28

XXXBooks, 29

Bradway, Beverly, 12

Hickman, Paul, 9

Shank, Bob, 11

XXXBooks, 29

Brooks, Ashley, 15

Ho, Melissa S., 12

Sigona, Jon, 12

XXXFeedback, 10

Bull, Mike, 41

Lanning, Kimber, 31

Sikora, Bob, 38

Zimmerlich, Connie, 43

Clifford, Jim, 30

Lawton, Paddy, 66

Taylor, Jordan, 27

Zito, Ed, 24

Cook, Julie S., 39

Lewis, Cheryl, 12

Times, Tish, 44

1100 KFNX, 19

Chas Roberts A/C & Plumbing, 11

Marcellino Ristorante, 38

Swift Transportation, 12

1st Bank Yuma, 25

Children’s Law Center, The, 12

Mayo Clinic, 18

Tempe Chamber of Commerce, 31

Activate Human Capital, 61

Chrome River Technologies, 11

Meadows Bank, 54

ThinkSmallBiz, 64

Ahwatukee Foothills Chamber of Commerce, 32

Clarisse Color Creations, 43

National Association of Women Business Owners – Phoenix, 39

Tiffany & Bosco, 10

Aiello’s, 38 Affinity Technology, 63 Alliance Bank of Arizona, 3, 24, 48 Arizona Association for Economic Development, 33 Arizona Bankers Association, 9 Arizona Chamber of Commerce and Industry, 32

Clear Title Agency of Arizona, 30 Clickchick Photography, 43 Consumer Cellular, 15 Counselors of Real Estate, The, 16 Coupa, 16, 66 Cox Business, 31 Cox Communications, 34 Current Meditation, 36

Arizona Diamondbacks, 67

Deloitte, 28

Arizona Small Business Association, 32

Delta Dental, 7

Arizona Technology Council, 32

Desert Schools Federal Credit Union, 53

Association for Corporate Growth - Arizona, 33 Bank of Arizona, 50 Bank of the West, 8 BBVA Compass, 58 Best Western Hotels, 16 Blue Cross Blue Shield of Arizona, 68

Dynamic Worldwide Training Consultants, 31 Economic Club of Phoenix, 33 Enterprise Bank, 56 Enterprise University, 32 Fennemore Craig, 10 FSW Funding, 52, 61

National Bank of Arizona, 5 NewSpring Pharmacy, 63 Northwestern Mutual, 14 Opting Back In, 12 Orangetheory Fitness, 36 Pain Project, The, 18 Peoria Chamber of Commerce, 32, 33 Perfect Water Technologies, 12 Ping! Development, 31 Pinnacle Bank, 51 Plexus Worldwide, 12 Portico Studios, 11 Quarles & Brady LLP, 20 Radix Law, 19

U.S. Small Business Administration, Arizona District Office, 49 UniFocus, 16 UnitedHealthcare of Arizona, 18, 37 Va Bene, 38 Vermillion Photo, 63 Village Racquet & Health Club, 36 Wallbeds “n” More, 21 West Valley National Bank, 26 Women’s Business Institute, 41 Woz U, 16 Yardi Matrix, 15

Range Rover, 36 Read Better Be Better, 46 Relationship Insurance, 43 Reliable Background Screening, 63

BMO Harris Bank, 13

Gilbert Chamber of Commerce, 33

Bobby-Q, 38

Glendale Chamber of Commerce, 33

Business Rescue Coaching, 40

Homeowners Financial Group, 12

Scottsdale Area Chamber of Commerce, 33

Cactus Creative, LLC, 42

Infusionsoft, 64

SimplyPaid, 11

Capital Review Group, 27

Isagenix International, 12

Southwest Veterans Foundation, 32

CapRock Partners, 15

Jive, 6

Splash Printing & Marketing, 41, 43

Career Connectors, 46

JLL, 2

Square One Construction, 15

Cathy Hotchkiss, 64

Knight Transportation, 12

SRP, 43

CBRE, 15

Liquid Capita,59

Stearns Bank, 6, 55

Chandler Chamber of Commerce, 33

Local First Arizona, 31

Structure for Success, 41

In each issue of In Business Magazine, we list both companies and indivuduals for quick reference. See the stories for links to more.

U.S. Environmental Protection Agency, 12


Republic Bank of Arizona, 60

Bold listings are advertisers supporting this issue of In Business Magazine.

/inbusinessphx @inbusinessphx




The Surprising Truth about Humans and Artificial Intelligence … and what it takes to solve really big problems by Paddy Lawton

Artificial intelligence is not new but, suddenly, everyone seems to be talking about it. We have hit an inflection point with computing power and data that is finally allowing for commercial applications of this technology, and that’s what all the excitement is about. It’s only going to get faster and better from here on out. Along with talk about the new possibilities, there is also a lot of fear about people possibly losing their job to a robot, or even becoming irrelevant. So, should humans worry?


Despite the wow factor of being able to shout a command at Siri or Alexa and have a task performed, when you get right down to it the tasks they are performing are rudimentary. But the bigger factor is that the robots need us. What makes technology good is the fact that people are involved in it. You only need look at the evolution of software up until now to see that humans are essential for AI even to exist, and that our relationship will always be a symbiotic one.


Paddy Lawton is general manager of Coupa Spend Analytics. He is the founder of London-based Spend360, which was acquired by Coupa in January of 2017. Prior to that, he was the CEO of Digital Union. He holds a BSc in computing and software engineering from Oxford Brookes University. Lawton also addresses Artificial Intelligence in Coupa’s webinar “Cutting Through the Noise: A Pragmatic Look at Artificial Intelligence’s Impact on Spend Management” (

NOV. 20 1 7



When you get people using your software, the system gets more feedback, which it uses to make things even simpler. Then more people use it, and it gets even better. That’s what’s happened with Salesforce, the first cloud-based software to be adopted on a mass scale. Humans taught it how they wanted it to behave, and they continue to do so. The same has happened in other areas. Back in 2000, before there was Facebook, in the UK there was a social network called Friends Reunited. It was not that much different from what Facebook is doing now. It got up to about 15 million users before it died a slow death. What Facebook did better was learning from humans and evolving. You may think of Facebook as social in that everyone can share and comment on pictures of performing cats. What I think is social about it is that you have a billion people intimately involved in the software development process, not because they’re part of a formalized user group but simply because their every interaction feeds data back into the process.


With the cloud, no one develops software in isolation any more. If you look at all the disruptive technologies that have taken hold, they’ve been fueled by an ever-growing amount of data from an ever-growing number of people using them. They’re not using them because they’ve bought them, but because they want to. There’s a very predictable trajectory to getting to that place where people want to interact with the software. You have an early version with a small number of adopters who accept

and then ultimately reject it. The next iteration solves some of the problems of earlier attempts, so it gets more adopters and more feedback, and it gets better, and so on. There’s a chain reaction that happens. Eventually, you get to mass adoption, and these technologies just become part and parcel of people’s everyday life, like Facebook and cell phones and Google. There’s a hell of a lot of work and failure that goes into getting to that point, and then you make that leap. But it’s all based on the feedback from the human. Without people, it wouldn’t happen. That’s why I don’t think humans will ever be out of the picture — no matter how good artificial intelligence is as a technology, it can’t exist in a vacuum. If people aren’t engaged with it, you don’t get that feedback loop.


People aren’t going to stand still either. We’ve been at this innovation thing for tens of thousands of years. When agriculture was invented, people no longer had to hunt and forage for their food and they turned their attention to perfecting farming instead, and that’s worked out rather well. For those who are worried about the threat of machines taking over, it’s just not going to happen. For AI to evolve and for a business to evolve, the people trained in the machine and using the machine will have to evolve, too. People will still have massive influence over the technology. Our activities and skill sets will change. When machines take on some of life’s more mundane, repetitive tasks, human behavior and quality of life goes up. Work life probably won’t change for a long time because people still need to talk to people, buy stuff and pay people. We’re not going to run out of problems to solve any time soon, which is all the more reason we need to free up the creative energy of humans: to work on really big problems such as global warming, disease, and people not having enough food or clean water.

Citing humans’ role in the evolution of artificial intelligence, Paddy Lawton, author of “The Surprising Truth about Humans and Artificial Intelligence,” notes that, when automation came to the coal mines in England, people didn’t sit on their backsides doing nothing. They became mining engineers or machine engineers.

November 2017 issue of In Business Magazine  
November 2017 issue of In Business Magazine