NSIDE Coastal Bend Feb/Mar 2013 by NSIDE Corpus Christi

NSIDE FEBRUARY.MARCH 2013

Coastal Bend Business

OUTSOURCING:

REASONS TO TRY IT

HANDLING NEGATIVE ONLINE REVIEWS

TIPS FROM THE BBB

EXCELLING IN SERVICE ED ORTIZ

ANYTHING BUT ORDINARY

AARON DeNOVELLIS AND MIRADOR RETIREMENT COMMUNITY

» STYLE & SUBSTANCE FEATURING DOLCE DIVINO N S I D E C O A S TA L B E N D

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Long Family Commitment to South Texas Personal Commitment to My Customers Call us today and find out how much you can save! Farmers offers Auto, Home, Commercial and Life Insurance.

Ruben Bonilla Insurance Agency

2727 Morgan Ave, Ste 300 Corpus Christi, Texas 78405

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361.881.1033

www.RubenBonillaInsurance.com

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publisher’s note NSIDE Coastal Bend Business

P U BFebruary/March L I C A T 2013 IONS

publisher adrian garza staff executive editor Erin O’Brien

creative director Elisa Giordano

graphic designers Damaris Fike Cristina Villa Hazar

executive assistant Elena Flores

photography As I sit here brainstorming about various topics I’d like to address or thoughts I’d like to share, I keep going back to the idea of promises. In April, NSIDE Coastal Bend magazine will turn four years old – that’s four years of promoting some of the most outstanding companies, practices and organizations in the Coastal Bend. How have we, a small business, succeeded in an industry where so many others have failed? I think keeping our promises has had a lot to do with it. Especially in an economy like this, many people have been burned. They have poured considerable amounts of money into advertising in print media, only to have the publications break their promises and fail to deliver. And sadly, that disregard for promises affects all of us – and makes it more difficult for publications such as NSIDE Coastal Bend to continue to thrive. At NSIDE, we know we are only one of many options you have when it comes to advertising. But rest assured, when we make promises, we keep them. Our focus is on you, our loyal clients, readers and friends – because without you, none of our success would have been possible. And we never take you for granted. We also like to feature business owners, physicians and other professionals in the area who share our dedication to and compassion for people. In this issue, Aaron DeNovellis of Mirador Retirement Community, Janet Montagne of River City Hospice, Ed Ortiz of Roy’s Machine & Fabrication and Dr. Dan Roberts of CHRISTUS Spohn Health System all remain not only dedicated to their respective professions, but also compassionate about their residents, patients, clients and employees. It is our honor to share their stories with you. On a final note, I would just like to say that the concept of NSIDE was already the tried and tested vision of my brother, Eliot Garza, in San Antonio by the time NSIDE Coastal Bend came to fruition. I didn’t have a background in media or publishing, but I admired the vision, and ever since the start of NSIDE Coastal Bend, I have dedicated my every effort to its success – and to your success. This is not a half-hearted project I tried and abandoned after a few months. This is a commitment I made to my clients, and one I feel very strongly about. Thanks to your continued support, NSIDE Coastal Bend is nearly four years old, and it will be around for many more years to come – I promise.

Dustin Ashcraft Eddie Hernandez

contributing writers Mandy Ashcraft Bart Braselton Kim Bridger Samantha Koepp Juan de Lascurain Connie Laughlin Jody Joseph Marmel Kristi Pena Sharon Schweitzer Sarah Tindall Sarona Winfrey

editorial intern Katrina Torres

www.getnside.com For advertising information, please call 361.548.1044 or email adrian@getnside.com. For editorial comments and suggestions, please email adrian@getnside.com.

PUBLIC ATIONS

Adrian Garza adrian@getnside.com

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18402 U.S. Highway 281 N, Ste. 201 San Antonio, Texas 78259 Phone: 210.298.1761

nsidethisissue february/march 2013 cover story 20

Aaron DeNovellis and Mirador Retirement Community

Anything but ordinary, Mirador Retirement Community offers seniors the opportunity to truly relax and enjoy their retirement, thanks to the executive director and his stellar staff.

profile

Ed Ortiz

cover story

Aaron DeNovellis and Mirador Retirement Community

With his passion for machine shop and focus on providing both stellar service and topquality work, the owner of Royâ&#x20AC;&#x2122;s Machine & Fabrication always puts the customer first.

departments

14 16 18 28 30 32 34 38 40 46

Business Coach Travel Dine Shop Arts Web Real Estate Etiquette Style & Substance EspaĂąol

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nside coastal bend staff erin oâ&#x20AC;&#x2122;brien

nside PUBLICATIONS executive EDITOR E: erin@getnside.com

elisa giordano nside publications creative director C: 646.280.8785 E: elisa@getnside.com

damaris fike nside PUBLICATIONS graphic designer

cristina villa hazar nside PUBLICATIONS graphic designer

elena flores

nside coastal bend executive assistant C: 361.793.6767 E: elena@getnside.com

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CORPUS CHRISTI 4639 Corona, Ste. 1., Corpus Christi, TX 78411 Phone 361.855.5627 Fax 361.851.2234

CORPUS CHRISTI Medical Openings: Registered Nurses for travel and local assignments Licensed Vocational nurses for travel and local assignments Certified medical assistants General Positions: Diesel Mechanics • Automated Drafters and Blue Prints • Fire and Alarm Technicians Accountants • Compliance Officers • Administrative positions Skilled and Unskilled labor positions

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Coastal Bend advisory board

Wayne Lytle is general manager for Lithia Dodge, a Dodge automobile dealership located in Corpus Christi. Lytle is a long-time resident of the Coastal Bend region who has more than 23 years of experience in the automobile business. Prior to becoming the general manager for Lithia Dodge in December 2005, Lytle worked as the truck sales manager for John Creveling, owner of Creveling Dodge. Lytle’s current responsibilities include overseeing all aspects of the dealership’s sales, service, parts, body shop and office operations. He also holds a position on the board of directors for the Texas Dodge Dealers Advertising Association.

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Ruben Bonilla is the owner of Ruben Bonilla Insurance Agency with Farmers Insurance Group. In 2005, he earned a Bachelor of Arts from the University of Texas - Austin. Since opening his business doors in 2007, Bonilla has grown his business by selling home, auto, commercial and life insurance products to the Corpus Christi community and surrounding areas. In addition, he is on the Corpus Christi Literacy Council, and he is a board member for the Corpus Christi Chamber of Commerce. He is also a member of the Hispanic Chamber of Commerce, and he volunteers as a mentor for the Big Brother/ Big Sister organization. The Corpus Christi Chamber of Commerce recognized Bonilla in 2008 by awarding him with the Young Entrepreneur of the Year award for his accomplishments in growing his business and helping contribute to developing the Corpus Christi community. Bonilla’s goal is to make sure that his clients and their families are taken care of in the event that life throws them a curve ball by providing friendly and informative customer service.

Carol A. Scott, APR, PRSA fellow, is a principal in Kailo Communications Studio. She has worked as a sole practitioner and small agency owner since 1995 following positions with the American Heart Association and the Corpus Christi Regional Transportation Authority. She is past president of the Texas Public Relations Association (TPRA) and past chairman of the Public Relations Foundation of Texas. In 2004, she was named the recipient of Golden Spur award, TPRA’s highest individual honor. She was inducted into the Public Relations Society of America’s College of Fellows in 2005. She is also a past chair of the Universal Accreditation Board for Public Relations that oversees the accreditation process. She is president of the Corpus Christi Independent School District Board of Trustees and serves as a board member for the Corpus Christi Education Foundation, the Corpus Christi Ballet and the Coastal Bend Diabetes Initiative. Scott has served as chair and co-chair for numerous organizations. Scott is a graduate of Texas A&M University – Kingsville. She and her husband, Mark, are active members of Parkway Presbyterian Church and the Coastal Bend community, and they have two children: Christopher and Alexandra.

Jim Salamenta is the general manager of the SMG-managed American Bank Center. Originally from Newington, Conn., he attended Western Connecticut State University in Danbury and began his career at the O’Neill Center in Connecticut in 1994 with OGDEN Entertainment. Salamenta moved to Corpus Christi in July 2006 to oversee all aspects of the Operations Department at American Bank Center. In May 2010, he was promoted to general manager of Corpus Christi’s premier event center, where he actively seeks opportunities to boost the venue’s convention center and concert bookings. During his 17 years of experience, Salamenta has worked with the world’s biggest event promoters, producers and artists at a total of four buildings around the nation. He continues to build American Bank Center’s reputation as the entertainment mecca in Corpus Christi. At the helm of the most architecturally pleasing venue in South Texas, Salamenta sees great potential in Corpus Christi, a city he calls a “diamond in the rough.”

Trey McCampbell is the chief administrative officer of American Bank and chairman of the board for the Board of Regents for Del Mar College. McCampbell’s family has deep roots in the Coastal Bend, and he has been involved in community and business affairs for more than 30 years. He graduated from Del Mar College with an A.A. degree and from Texas A&I University - Corpus Christi with his BBA. He later received his MBA from Corpus Christi State University. He is a certified public accountant. McCampbell currently serves on the boards of the Art Museum of South Texas, South Texas Public Broadcasting and the South Texas Botanical Gardens & Nature Center. He has previously served on the boards of the CCSU Alumni Association, the Corpus Christi Symphony Orchestra, the Creative Arts Center, the Corpus Christi Chamber of Commerce, the Workforce Development Corporation and the Harbor Playhouse. McCampbell has been instrumental in several community initiatives, including Destination Bayfront and Vision 2000. He is an active member of Leadership Corpus Christi as a graduate of Class XI, general chair of Class XXI and 2005 honoree of the Leadership Corpus Christi Outstanding Alumnus Award. He was also selected as the 2003 Caller Times Person of the Year and as one of Del Mar College’s 75 Distinguished Alumni in 2010.

Bart Braselton is the executive vice president of Braselton Homes, the Coastal Bend’s oldest and largest homebuilder and neighborhood developer. Born and raised in Corpus Christi, Braselton is the third generation of Braseltons building in the Bay area. Returning to Corpus Christi after earning a BBA in Finance, as well as a BBA in Real Estate, from the University of Texas Austin, Braselton began working in the family business as a construction superintendent. Braselton Homes has since grown into one of the nation’s “top 200” builders, earning consistent rankings in the annual list compiled by Builder Magazine. Braselton, a graduate of Leadership Corpus Christi Class 18, has served on many local community and business committees and boards, including positions with the Food Bank of Corpus Christi, Bayfest, the American Heart Association, the Builders Association of Corpus Christi and the CCISD Boundary Committee. Most recently, Braselton began serving as the vice president of the Board for the Citizens in Support of the Corpus Christi Police Department, a foundation envisioned by the police chief to support the men and women of the CCPD. Braselton and his wife, Michelle, are active church members at Corpus Christi’s Bay Area Fellowship.

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NSIDE business coach

Outsourcing 2013 Three reasons you should include outsourcing in your business plan this year

By: [Connie Laughlin]

selves. A sharp PEO will better prepare, protect and serve your interests. Nationally, small businesses’ employee-related concerns are growing at an alarming rate. Some of these include health benefits, fraudulent claims, wrongful termination and a host of other employee issues that should be on your radar whether you have two employees or 200.

3. Certified protection: Action item ensures revenue and assets are protected. There are less than a handful of nationally certified and accredited PEOs. If you want to examine this solution, look for sound financial ratings, ethical business practices, audited financials and a staff of experienced and credentialed professionals. PEOs that have been successfully certified by the Employer Services Assurance Corporation (ESAC) are involved with an outside auditing group evaluating their

Handing over the outsourcing of HR duties can be a leap of faith. One common blunder made by business owners is not verifying a PEO’s credentials before they accept a meeting with a representative in this industry. Verify PEO compliance with the Certification Institute’s Workers’ Compensation Risk Management Best Practices. And one of the best websites to visit for credentials is the National Association of Professional Employer Organizations (NAPEO): www.napeo.org. Additionally, quality PEOs offer a wide variety of benefits to client companies. As health care interest continues to grow, so does the level of complexity involved in benefits administration. If business owners want to provide health insurance, life insurance or other health-related or financial benefits, they should look for a PEO with well-priced plans already in place. It doesn’t make sense to outsource services separately, as most all business

1. Streamline: Action item aids focus on core function of business. Get ingenious with financial planning and scrappy with spending! This is going to be a year of uncertainty for everyone, with rising taxes and financial volatility. Take a positive step to better protect yourself, your company and your assets. What new strategic initiatives are you looking into right now to ensure your bottom line stays right side up? Don’t fail because you haven’t covered the bases. While you’re busy taking care of customers and growth strategies, don’t be burdened managing the HR side of your business if you don’t have to. It’s a constant battle to produce a superior service or product with efficiency, at times operating on a shoestring budget. Learn how to manage all of your employees to the highest degree of their productivity rate. If you have one or two people in your administrative office and neither is a certified professional in human resources who is professionally trained in compliance, risk management and safety, you might be playing a risky game with your business. For companies that have been around awhile, it may be time to rethink your operational model.

Outsourcing takes away burdens of risk you may not fully understand or even know about.

2. Adapt better initiatives: Action item to achieve employeefocused goals. It’s smart to look at outsourcing as a viable option to give you that extra layer of risk management for continued success. Outsourcing takes away burdens of risk you may not even know about or fully understand. And outsourcing important functions that don’t drive revenue provides you with more time to gain ground on your key strategies. Professional employer organizations (PEOs) are licensed through the Department of Licensing and Regulation to efficiently take care of your payroll, workers’ compensation insurance, employment claims management, safety training and an entire host of human resource department duties. Financially speaking, many offer their services for what you’re paying to do all of this stuff in-house (without their expertise). A real threat to every company today is the employees them-

business quarterly, assuring clients of their ethical practices, demonstrated financial stability and documented regulatorycompliant operations. In addition, this certification provides their clients with an $11,000,000 surety bond for peace of mind (much like FDIC for banks). A PEO must be very conscientious about keeping workers’ compensation insurance experience ratings low and have apparent precautionary and after-the-fact procedures in place. Outsourcing clientele enjoy the PEO pay as they go model with no WC premium audits.

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owners currently operate. Some of these include payroll service, safety consulting, human resource consulting, employee benefits and insurance, etc. However, it does make sense to outsource all services from one reputable, competitively priced company.

For more information on the only ESAC-accredited, locally headquartered PEO, contact Connie Laughlin at 361-852-6392 or conniel@uniquehr.com.

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NSIDE travel

Find Your Happy Place No crowds? No traffic jams? No long drives to other cities? That’s Corpus Christi International Airport: the happy, hassle-free airport of your dreams. By: [Kim Bridger]

We made it through the holidays again with flying colors. People traveled to places they needed to go and families gathered, gave gifts and ate turkey. We are now in a new year with high hopes for good things to come. So why ruin the optimism with a bad experience at an airport that is too far away from home and too packed with people to notice your frustration? Corpus Christi International Airport (CCIA) is not your typical airport. Let’s be honest: CCIA is smaller than many airports in the nation. It serves a smaller population than airports in San Antonio and Houston. CCIA is nestled in a quiet part of the city where there are no traffic jams and typically no honking horns to scare you out of your wits. CCIA isn’t crowded. It isn’t wrought with masterful luggage joggers who are bound and determined to pass you up even if it means running over your kid. Let’s face it: CCIA is a happy place! We came to this conclusion without a lot of fanfare. We didn’t need months of research and studies to tell us that our airport is a nice place to visit. We didn’t have to ask Ph.D.s or put mood rings on visitors to find out that CCIA does not induce stress. Quite the contrary, CCIA is a happy place. And we have the smiles to prove it. In the weeks and months ahead, you will see your airport presented in a slightly different light. Thanks to a marketing grant from the U.S. Department of Transportation, CCIA will appear on your television screen. You’ll hear about CCIA on the radio. You’ll see CCIA on billboards and in magazines.

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CCIA is a stress-free alternative to long drives, fuel bills, traffic snarls and long lines at TSA. You’ll see that there is a name for places like this. CCIA is “Nohassleville.” CCIA is “Fastertown” – a stress-free alternative to long drives, fuel bills, traffic snarls and long lines at TSA. CCIA is going very public with a message about the air service that is provided here and the benefits of having this airport in the community. We realize there are some things your airport is not. CCIA doesn’t offer non-stop service to Chicago. We realize that the population of our town doesn’t support that service right now. Your airport doesn’t offer international service to Belize, and it can’t solve world hunger. But your airport is a happy place where customers can relax and enjoy their surroundings while waiting on a traveler to come home or waiting to board a plane on their way to anywhere in the world. We like to concentrate on what your airport is in the year 2013. It is comfortable. It is consistently pleasant. It is hassle-free. CCIA is served by three major airlines that can get you to major hubs in Houston and Dallas in 40 minutes and 70 minutes, respectively. When you fly out of CCIA, you are con-

tributing to the future of your airport. If you would like to see the day come when your airport offers more in the way of non-stop service, lower airfare and more choices when you fly, now is the time to come to a happy place when you need to travel. The best way for the community to get more is to use the service that is currently offered. Shop for deals you need to make your travel dollars go far. When it makes sense for you, your business and your family, fly CCIA! Remember what it costs you in time and money to drive to another airport and invest in someone else’s community. And remember that your airport is here when you need it – and even when you don’t. It’s a happy place that awaits your arrival.

Kim Bridger is the PR and marketing coordinator for Corpus Christi International Airport. To learn more, contact her at kimb@cctexas.com, visit www.corpuschristiairport.com or be social with us on Facebook and Twitter.

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NSIDE dine

Incredibly Delicious Irish soda bread: Savory and suitable for any meal or occasion Irish soda bread is a simple American-invented misnomer of a soda bread mistakenly credited to Ireland. Its name brings it to clover-covered tables every St. Patrick’s Day, but no one’s complaining! Regardless of where it came from, there’s one thing about it that’s kept it in bakeries since the early 1800s: It’s incredibly delicious. Its semi-sweet taste and sour cream-based richness give it a lasting appeal suitable for any meal or occasion.

Ingredients: 3 1/2 cups flour 1/2 cup sugar 1/2 teaspoon baking soda

2 teaspoons baking powder 1 teaspoon salt 1 pint (16 ounces) sour cream 2 eggs

instructions:

3/4 cup raisins Optional: 2 tablespoons caraway seeds

together or knead with hands.

1/ Preheat oven to 350 degrees. 2/ Combine dry ingredients in a large bowl. 3/ In a small bowl, beat eggs and stir in sour cream. Mix well. Add to the bowl of dry ingredients and mix well. The batter will be very thick. This is more easily done with a wooden spoon.

5/ Place batter in a greased 9” springform pan and flatten evenly. By spraying your hands with non-stick spray or using flour, you can do this more easily without it sticking as much. It will be very sticky. 6/ With a greased knife, make a crisscross on the top. 7/ Bake 40 to 50 minutes until the top is golden brown.

For more information, visit www. mandyashcraft.com.

4/ Add raisins and caraway seeds (optional) and stir

By: [Mandy Ashcraft] Photography: [dustin ashcraft]

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Be Here - enjoy your Life! Sip, Savor, Taste - Downtown CC

Havana - Upscale Bar and Ultra Lounge

Bleu Bistro and Azur Bar

500 N. Water Street, Corpus Christi, TX

- Happy Hour from 4-7:30pm - VIP Booths with Bottle Service Available - Walk-in Humidor with Premium Cigars - Tapas Menu Served until 8pm - Friday’s – International Night with Live Music - Saturday’s – House DJ - Hours: 4pm - 10pm, Monday through Wednesday 4pm - 2am Thursday, Friday, Saturday - Additional Services: Full Service Catering, Private Parties

For Reservations and for Booking Special Events Contact Marcus at marcusrsoliz@msn.com or call Havana at 361.882.5552 or Bleu Bistro at 361.887.2121.

- French-American Cuisine and Fine Cocktails - Relaxed – upscale dining atmosphere - Prime Steaks and Seafood - Extensive Wine List - Specialty Cocktails - Additional Services: Full Service Catering, Private Parties, Private Room, Outdoor Covered Patio Seating - Hours: 5pm - 10pm, Monday through Thursday 5pm - 12pm, Friday and Saturday

For Reservations and for Booking Special Events Contact Marcus at marcusrsoliz@msn.com or call Havana at 361.882.5552 or Bleu Bistro at 361.887.2121.

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Enjoy the

retire ment experience Aaron DeNovellis and his friendly and knowledgeable staff provide seniors with a top-tier quality of life at Mirador Retirement Community – not your average assisted-living facility. By: [Sarah Tindall] Photography: [Dustin Ashcraft]

(

aron DeNovellis has been going places the last few years. The Colorado native was born and raised there, then he attended college in Colorado, where he and met and married his wife, who was also born and raised there. He worked in sales for about eight years thereafter. Then DeNovellis turned 30, and big changes were afoot. He was working in sales, selling long-term care, when he made the move to the operations side of the business. “On the clinical side, there were always opportunities for growth, and I liked how the teams came together to better the quality of care for the patients,” he said. DeNovellis received permission to go through administrator training to become a nursing home administrator, and then he, his wife and their three dogs moved to Santa Cruz in 2006 so he could work as an administrator in training. “It was great – we were just a block-and-a-half away from the beach, and we could ride our bikes there,” he said. “But it was a huge change for us: the surfer culture, being away from the family for the first time. Neither one of us had ever lived out of state before.” But there wasn’t time to get too homesick. After a yearand-a-half, DeNovellis had achieved his nursing home administrator license and an opportunity arose in Washington State. In 2007, he moved to Bellingham, where the perpetu-

enjoyed learning the hospitality and independent living side of the business. This was new territory for DeNovellis; the facilities he had managed before did not include this component. He found that he really enjoyed this aspect of the work. “I love the residents and couldn’t do this without them,” said DeNovellis, who really enjoyed learning how to work with them to make their experience as pleasant as possible. He also admits that he enjoys work more now that he works with a team of coworkers. “When I was working in independent sales back in Colorado, I was on my own and didn’t have a team. My coworkers were the receptionists at the doctor offices I’d visit, and I’d only see them once a month. There were no relationships. Being able to see the same people daily and work with them makes a difference.” DeNovellis calls himself a people person, and his favorite part of interaction is the opportunity to challenge and motivate individuals to perform at their best. But he also enjoys the other part of his job: making sure his facility is profitable. “I like the profit-and-loss aspect of the job, too – like to look at the bottom line,” he said. “Nothing is more rewarding than seeing the numbers work.” DeNovellis and his wife, along with their two small children, moved to Corpus Christi in September 2012 when he became executive director of the Mirador Retirement Community. Now he really enjoys the hospitality component of

This “retirement resort” focuses on the quality of life offered to residents. ally sunny California skies were replaced by perpetual clouds and rain. DeNovellis worked as the executive director of a skilled nursing facility there, and was named Executive Director of the Year for the district in 2009. Next came a move to Dallas and a stint at Kindred Hospital, at their sub acute unit. In 2010, he became the assistant director at Edgemere Community in Dallas, where he says he

his day-to-day. “The other facilities were built to be institutional,” he said. “This community has allowed me to thrive on those hospitality skills, and I really enjoy it.” Mirador is different from other more traditional assistedliving facilities. The community, which opened in Corpus Christi in 2012, is one of five communities owned by parent company Senior Quality Lifestyles Corporation. Edgemere N S I D E C O A S TA L B E N D

“ in Dallas is the flagship that was established in 2001, with Corpus Christi and Fort Worth being the newest to join the family. What sets these communities apart is the focus on quality of life for their residents. Dubbed a “retirement resort,” individuals or couples can join the community as soon as they are Medicare eligible. Apartments are available for independent living, and residents enjoy everything a resort would offer: a gated community with four different dining options; personalized health and fitness options in a stateof-the-art fitness and wellness center; concierge services; media and business centers; a full-service onsite beauty and barber shop; social, educational, recreational and cultural activities; a library; and even a sparkling pool. Residents pay a 90 percent refundable fee when they move in, then a consistent monthly fee after that. The advantage here is that as residents age and need advanced care, they can transition to assisted living easily and without added cost, then on to memory support or skilled nursing facilities, whatever the need may be.

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Therefore, those who join the community eliminate the need to burden themselves or loved ones with decisions about when and where to seek further care as they age. The transition is effortless, and seniors can relax and truly enjoy the retirement experience. This is the only facility of its kind in Corpus Christi, and although it has only been open for less than a year, it has been well-received by the folks here in the Coastal Bend. “We’re 60 percent full and growing,” DeNovellis said. Residents can also join the community at any stage of care (assisted living, memory support or skilled nursing), so the community is growing rapidly. If you would like more information about Mirador, DeNovellis welcomes you to call and schedule a tour. The facility is beautiful, and the staff is friendly and helpful with all of the information you may need.

For more information or to schedule a tour, call 361-332-5046 or check it out at www.miradorretirement.com.

I love the

residents and couldnâ&#x20AC;&#x2122;t do this without them.â&#x20AC;?

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â&#x20AC;&#x153;Schools do not teach all of the things you need to know these days. It takes years of experience, skill and craftsmanship to do what we do.â&#x20AC;? 24

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Good,

satisfaction

oldfashioned

Ed Ortiz and his team of seasoned machine shop professionals strive for perfection in their work and always put the customer first at Roy’s Machine & Fabrication. By: [Jody Joseph Marmel] Photography: [eddie hernandez]

Ed Ortiz,

owner of Roy’s Machine & Fabrication, believes in quality, dependability, trust and doing “the job right the first time.” His positive approach to his business, employees and life are an integral component of his success. Being a business owner, team leader and machinist translates into a very busy schedule, but Ortiz makes sure his company is available 24/7 for all of those who need work done. He does not believe in turning away any customer, even the smaller customers. “Customer satisfaction is key, and that is what we are all about.” Having served in the U.S. Army for four years, Ortiz earned his journeyman degree as a machinist while serving the country. As he completed the U.S. Department of Labor apprenticeship program for being a journeyman machinist for four years, Ortiz accomplished one of the many goals he had and still has. He was stationed in Nurnberg, Germany, at the 123rd maintenance battalion with a first armored division, as well as Yuma Proving Grounds in Yuma, Ariz. While a great deal of his “hands-on” experience was attained during these four years, Ortiz gives an enormous amount of credit to both his father and his uncle for teaching him the business. “My father started the business of Roy’s Propeller Service as the only boat propeller repair and service in Corpus Christi.” After 15 years, “we began to diversify in the machine shop and learned years of the oilfield trade from my late uncle, Mike Saldana. The machine shop gave me the opportunity to be different.” While his father taught him that business through hard work and experience was the right direction to follow, his uncle was a great

mentor and leader in the field. “He educated me in the oilfield industry, processing, engineering design and refining capabilities. Schools do not teach all of the things you need to know these days. It takes years of experience, skill and craftsmanship to do what we do.” At age 18, Ortiz had just graduated and started vocational school at Del Mar for machine shop. “I made my first part, which was a set of two hole pins which are used by welders to line up flanges. I must have failed about 20 sets before I got it right. I was always determined to finish out and make it perfect.” To this day, Ortiz strives for and meets perfection standards, but the difference is that he likes to accomplish this the first time. And to his customers’ satisfaction, Ortiz ensures that his talent and skills make the job a first-time success. Roy’s Machine & Fabrication is capable of manufacturing mostly all types of oilfield flanges and adapters. Ortiz explains, “We get calls from companies for a particular part. We make sure that we have the right material grade, and then we make sure we can promise a complete turnkey job at the time we say it will be ready. This is very important as to when rigs call for it; they already need the part as of yesterday.” This is when experience, the right set-ups and a commitment to accuracy come into play. “There is no margin of error, and quick turnaround is what our customers like. Since we always put our customers first, we make sure that we can keep our promise.” Their record is par excellence, and their growing customer base is proof of this. Important customers are other oilfield machine shops. Their target market includes general maintenance, repairs and manufacturing. >> N S I D E C O A S TA L B E N D

“Customer satisfaction is key, and that is what we are all about.” There are a multitude of other jobs that Roy’s Machine & Fabrication performs. There are times when local hospitals have a system breakdown and need a shaft replaced. Ortiz is there and makes sure that all repairs are done quickly with his skilled workmanship. Also doing work for the City of Corpus Christi Water Division, being HUB vendors (a requirement for working with municipal departments) is no small task. In fact, these “smaller” jobs hold a great deal of importance to the city of Corpus Christi. Without Ortiz and his crew to perform these jobs, the city would not function as well in a timely manner. Hospitals and the City of Corpus Christi Water Division are essential entities for all the citizens of this amazing city. Ortiz shares a story about how Rudy’s went directly to him when one of their ovens broke down. “This was the week prior to Super Bowl weekend, and they needed immediate work done so they could be fully operational during one of the busiest weekends of the year. I went down there, and we fixed the parts and got them up and running again. “We also do small welding machine jobs for customers that might need a small job done. I hardly ever turn any job down. If I can do it and meet the promise day, I will do it.” The one-on-one attention customers receive at Roy’s Machine & Fabrication is a word-of-mouth tes-

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timonial to the company. “You can come in here and get great customer service guaranteed. This is what I refer to as old-fashioned service. We share ethics and knowledge and learn the dynamics of the job. We discuss pricing, and we are competitive, but very fair. “Each customer we have is getting over 35 years of experience, skill and craftsmanship. The one distinguishing attribute our company has is that we still do things the old-fashioned way. This is also known as 101-basic fundamental layout of the parts we make.” There is another extraordinary attribute Ortiz implements and strongly believes in. Investing in his employees is an outstanding way to educate them with on-the-job experience. They learn the whys on a daily basis. “It took a long time for the professionals to develop the tricks of the trade. Teaching others to feed themselves by training daily on the job is a part of sharing my passion with them. In turn, I have great employees that are loyal. It is not only good karma, but a great investment in the future.” Having recently started an apprenticeship and training program at Roy’s Machine & Fabrication, Ortiz says, “It is not easy, but it is worth it. Having to work with spreadsheets and logging daily activities and hours for the employees in the program takes time. All of this work is documented to a govern-

ment website, and all accreditation of their work is given to them in return. “I am helping them by giving them something to stand by. I believe that you should pass on the knowledge that you have gained. Just as my uncle, Mike, passed the torch to me, I want to pass the torch to others.” Ortiz believes in keeping life simple. “As Nike says: Just do it!” Ortiz’s short-term goals for the business are to complete training and graduate the first student in the machinist apprenticeship program. Eventually, he wants to develop a larger training base for the apprenticeship program he started. “The business is a work in progress, and sharing the knowledge not only makes us stronger, but it makes the future a promising one.” (Ortiz would like to note a special thanks to and appreciation for his late uncle and mentor, Mike Saldana. “Without his expertise and high standards in the oilfield machine shop, I would have never learned and achieved the passion I have for machine shop now. He was a true leader, and his stamp goes into every part I make.”)

Roy’s Machine & Fabrication is located at 212 16th Street, Corpus Christi, Texas 78405. For more information, call 361-884-8012 or email ed@roysmachine.com.

N S I D E C O A S TA L B E N D

NSIDE shop

“There’s so much going on right now, and that’s always a good thing.”

Spring at La Palmera The mall brings big changes, new stores and fun holiday activities to Coastal Bend shoppers this spring.

By: [Sarona Winfrey]

Spring is on the horizon, and new beginnings traditionally come with it. This spring will be no different for Coastal Bend shoppers, as changes and new beginnings are taking shape at La Palmera in early 2013. New to La Palmera in February is ALDO, specializing in the creation of high-quality fashion footwear, leather goods and accessories. With more than 1,000 locations worldwide, ALDO focuses on detail and fine craftsmanship, providing both quality and cutting-edge trends at affordable prices. ALDO joins eight other popular new stores that opened at La Palmera in 2012, including Soma,

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White House Black Market, 2b, Papaya and Pandora. Dining options are expanding, as well, with the recent announcement of Longhorn Steakhouse, located just outside the doors of La Palmera between ULTA and the food court entrance. Scheduled to open later this year, the new restaurant will feature outdoor patio dining, and it is the first Coastal Bend location for the popular steakhouse known for its fresh and expertly prepared steaks, chicken and fish. Several existing retailers have also recently undergone renovations, the latest being American Eagle, which is currently in a temporary location on

the upper level while the store is being updated. The new American Eagle is scheduled to reopen its original permanent location in March. “There’s so much going on right now, and that’s always a good thing,” said La Palmera General Manager Fred Walters. “Retail is an ever-changing landscape, and we are always making room for a tenant, either adding a new store or restaurant or finding a temporary spot during renovations and expansion. We have worked very hard to create just the right retail and restaurant mix at La Palmera, including the best locations for each.” New and updated stores help draw more shoppers, as well, particularly during holidays. Crowds were up again last year over the Christmas holidays, with some stores setting records. Carter’s and American Eagle were the best performing stores in their districts, with American Eagle hitting more than $4 million in sales. Traffic was also up between Christmas and New Year’s at La Palmera, with many retailers reporting even better sales during that time, including Zumiez, which saw after-Christmas sales that surpassed Black Friday. And although it seems the Christmas shopping season only recently ended, Valentine’s Day (Thursday, Feb. 14) is already here. From jewelry and chocolates to dinner and more, shoppers will be back at La Palmera for the next round of gift buying. And no sooner will the candy hearts have been consumed that it will be time for Easter (Sunday, March 31). The Easter Bunny will make his annual arrival with a special event on Saturday, Feb. 16, and will be available through March 30 for photos and to meet and greet children in Center Court each day during mall hours. Pet lovers can also bring their favorite canine or kitty for “Pet Night with the Easter Bunny,” held Sunday, March 3, 10 and 17, after regular mall hours. A portion of the photo proceeds from those events will benefit local organizations helping animals. Only dogs and cats are permitted, and all animals must remain on a leash or in a carrier at all times.

For more information on La Palmera, go online to www.lapalmera.com or visit us on Facebook, stop by the concierge or call 361-991-3755.

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NSIDE arts

While it’s challenging to wear a costume twice her size, the experience has been everything Hamilton hoped it would be.

How to Get to Sesame Street Audrey Hamilton traveled down many roads to achieve her dream of joining Sesame Street Live. By: [Samantha Koepp] Landing your dream job is no easy task; it often takes years of gaining experience and paying dues to finally feel like you’ve made it to where you are destined to be. The journey you take is often more gratifying than the destination once you reach the finish line and realize all of the goals you’ve accomplished along the way. Sesame Street is one of the most iconic children’s shows that has consistently emphasized the importance of being the best one can be. Being part of the show itself has been a career goal for many, including Audrey Hamilton, who plays the character Rosita in the Sesame Street Live: Can’t Stop Singing tour. Hamilton is a new addition to the traveling show, joining the cast just a few months ago. However, she’s been trying to find her way onto Sesame Street for the past couple of years.

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“I went to college for theater and dance and graduated four-and-a-half years ago, and from there, I pursued being a professional dancer,” Hamilton said. “Since then, I have done a variety of jobs. I was on a cruise ship last year, did a circus before that, did several shows in Branson, Mo., for a couple of years, I did a theme park, a Cirque-style show and a horse-riding Dixie stampede dinner theater. “Sesame Street was on the list of things I wanted to do, so I auditioned a couple of times and always let them know what I was up to, and it just happened to work out this year.” Hamilton credits diligence for landing her role with Sesame Street Live. She describes the audition process as not really knowing what you are walking into as far as how many other people are going for the same role or what the deciding factors are for being selected.

“Sometimes it’s not based on that you weren’t good enough or you did something wrong,” Hamilton said. “It’s just you’re too tall today; we don’t need someone your height – or your shoe size is too big, or you have blonde hair and they want a brunette for this part. “So sometimes it just helps to keep in contact with places that you think you did a good job or feel qualified for because maybe there will be another opportunity where you will be the right height or you will have the right shoe size, so I did that with Sesame Street. They are very height oriented, and I felt I had the talent to work for them, so it was over a two-year period that I kept in touch with them.” While it’s challenging to wear a costume twice her size and convey a character’s expressions through limited movement, the experience has been everything Hamilton hoped it would be. She’s expanded her abilities as a performer by developing the mannerisms of her character – and most importantly, she has been able to create memorable experiences for the children who attend the shows. “I came to Sesame Street Live when I was a child, and my mom said that when Prairie Dog gave me a hug, it was the best thing in the world and just made my day,” Hamilton said. “So to be on the other side to do that is really exciting and really makes the experience worth it.” Sesame Street Live: Can’t Stop Singing will visit American Bank Center Selena Auditorium for various performances March 5 through 6, 2013. An hour prior to each show, ticket holders will have the opportunity to experience Sesame Street firsthand during the Play Zone, where your favorite characters come out and welcome you to their neighborhood.

Tickets are available at the American Bank Center Box Office and all Ticketmaster outlets, or you can charge by phone at 1-800-745-3000. Additional fees may apply. For discount and group offers, visit www. americanbankcenter.com/events/offers or call 361826-4754. SMG-managed American Bank Center is Corpus Christi’s premier event center. Follow us online at www.americanbankcenter.com, www.facebook. com/americanbankcenter or www.twitter.com/ americanbankctr.

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NSIDE web

Handling Negative Online Reviews

The Better Business Bureau offers five tips for effectively addressing unfavorable customer feedback. By: [Kristi Pena]

Some customers will not be happy with anything you try to do.

TWO Consider addressing the review publicly

There are two sides to every story. If you come across a negative review, it may be a good idea to respond with your own recollection of what occurred, stating only the facts. Make sure to emphasize the positives about your business when responding.

THREE Encourage the customer to take the conversation offline

Offer to have the consumer contact you directly to work things out privately. This will help avoid too much back-and-forth in a public forum. Be polite when making the request, and try to avoid the appearance of dodging the conversation. Sometimes consumers will go back to the review later to update on how a business worked with them to resolve the issue.

FOUR Know when to leave the conversation

Unfortunately, some customers will not be happy with anything you try to do. Even worse, some may make threats to take their story to other websites or mediums. If it seems there is no reasoning with a consumer, leave a final polite message emphasizing your commitment to working with all current and future customers and simply leave the conversation.

FIVE Encourage customers to leave positive feedback

Many review sites contain overwhelmingly negative information about local businesses. To balance out any negative reviews, encourage your customers to leave a positive review if they had a good experience. This will help paint a fairer picture of how you do business. BBB’s dispute resolution process allows a business to work with unsatisfied customers to reach a beneficial solution for both parties. Currently, more than eight out of every 10 complaints filed with BBB are resolved. Unfortunately, the Internet has created a place for disgruntled customers to write negative reviews about businesses, sometimes without all of the facts in place. Having a strategy for addressing negative reviews online is key to maintaining good customer

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service and upholding your reputation in the business community. Consider the following tips if you come across an unfavorable review online:

one

» Contact the review site

It may be difficult to convince a review site to take down a negative comment about your business, but if the review is factually incorrect, it is worth a shot. If the review was made by a competing business, many sites will agree to remove it.

BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by creating a community of trustworthy businesses, setting standards for marketplace trust, encouraging and supporting best practices, celebrating marketplace role models and denouncing substandard marketplace behavior. For more information, please contact Kristi Pena, regional PR manager for BBB, at 210-828-8752.

00 361-992-97 r te x a B 68 5 Jim 361-853-7 te ta s o E ll l a te 55 ial Re Eric Bo 361-288-35 Commerc ss Insurance e y g lt r a u u B s k a 23 e &C Der 361-854-55 Property up n a le /C C A t ld h 7 x112 ire / Mo Done Rig 361-883-317 Water / F g in n z io ve 96 Air Condit Mark Cha 361-446-03 Heating / le ig a 368 Advising Victoria D 928-304-4 Financial m o s ls e o 62 ervic Lisa F 361-728-83 Printing S re z a e C m in o k G S 32 2 k s Ric 361-443-4 Cosmetic z e r r te e ta ti s u E G l 25 l Rea Hector 361-985-22 Residentia artin M a s n s w e a n h ll S 75 e Dr. 361-883-74 Health & W ll e h c it M e r 06 tic Ca Brandon 361-826-06 Chiroprac gh a b r e v O 50 s Don 361-589-90 CPA / Taxe s c v S e n g o 3 unicati Jason Pa 361-331-143 Telecomm a d e n u r P l 00 phy Rache 361-906-94 Photogra le a d s g a R 9 i 0 r s Lo 361-986-15 Mortgage ez Ins. ir y it m il a b R a a is n 99 e&D Christi 361-442-38 Health, Lif r to c e R d r s a 30 ice Rich 361-445-10 Title Serv r h it to m c 1 ontra Shane S . 361-887-911 General C nance Co la te e V in â&#x20AC;? a o M B â&#x20AC;&#x153; n Sig Rene Lighting & N S I D E C O A S T A L B E N D 33 Attorney

NSIDE real estate

It’s Not Easy Being Green Although building high-quality, energy-efficient, green homes has its challenges, it is valuable, cost-effective and important. By: [Bart Braselton] For a new home to be green, it must be constructed, inspected and certified by independent third-party inspectors as built to a recognized green building program. And while there are several different and diverse energy-efficient and/or sustainable construction programs in the country, they all have one thing in common: These programs set construction and performance standards that greatly exceed those found in the national building codes – therefore, the same goes for a typical builder’s home. Green homes are then, by definition, higher-quality, energy-efficient homes. So as you can see, it’s not easy to be a green builder. It requires a big commitment in time, materials and manpower to plan, computer model, construct and inspect a home to the higher green construction standards required. In all green programs, diverse new construction professionals must be brought into the construction process, including green building officials who define the parameters of a green program and energy raters who computer model and inspect a home to verify its construction and performance to the green building standards. Additionally, many “old time” building pros, in-

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In an eco-home, your total monthly cost of homeownership can be cut by

up to 50 percent.

cluding architects, designers and subcontractors, must adjust their thinking, design and construction processes to build these high-performance green homes. In Corpus Christi, the dominant green building program is the Coastal Bend Green Built (CBGB) initiative, a U.S. Green Building Council-recognized construction program. CBGB was designed specifically for our unique South Texas climate (high humidity and heat). The leading green energy efficiency program is the well-known U.S. governmentsponsored ENERGY STAR program, which now has its third-generation version fully implemented. While green building is not easy, it clearly leads to the construction of higher-quality homes that have significantly lower monthly utility bills. For

these reasons, Braselton Homes became the city’s first green builder, and it has continued to dominate the market with the construction of green, energy-efficient homes. We introduced our eco-home, the city’s first green-built home, in 2008. The original eco-home was certified as built to two green programs: the original CBGB, as well as the first ENERGY STAR (1.0) program. Today, our eco-homes have our four-star certification, which indicates that a Braselton-built eco-home 3.0 is certified to four well-known and nationally recognized green building programs. First of all, each eco-home 3.0 is computer-modeled and rated to the national HERS rating, which creates a nationally recognized “miles per gallon” energy efficiency score for the home. Additionally,

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an eco-home 3.0 is built, inspected and certified to the new stringent CBGB Gold Level rating, as well as to the significantly more challenging ENERGY STAR 3.0 program. And finally, each Braselton-built eco home 3.0 is built to meet the “Environments for Living” Gold Level Green program, allowing it to qualify for our Guaranteed Air Conditioning Bills program. Additionally, each Corpus Christi eco-home 3.0 is “dual-fuel” powered, providing clean-burning natural gas as the power source of choice for the home’s major system. Our “dual-fuel” partnership with the City of Corpus Christi can cut utility bills by half and significantly reduce the home’s carbon footprint. Being green is not easy, but it is rewarding for both the homeowner and the builder. Owners of Braselton-built eco-homes not only save up to 50 percent on their utility bills, but also know they have invested in a home that greatly reduces their family’s impact on our natural environment. Green homebuilders know they are not only giving their customers higher-quality homes, but also positively affecting our future by saving energy, reducing pollution and rebuilding our natural spaces. At Braselton Homes, we are proud that we built so many green homes in 2012, and that our comparable carbon savings was equivalent to planting more than 100 acres of trees. To visit a green home, visit one of our five fully furnished model homes at your convenience. We

will be happy to review with you all of the green energy-efficient aspects of our eco-homes, as well as show you the resulting energy savings of owning an eco-home 3.0. As insurance and mortgage costs are also lower on an eco-home, your total monthly cost of home ownership can be cut by 33 to 50 percent. So, as that famous frog sang, it may not be easy to be green … but it is cost-efficient, valuable and important. Come out, and we will show you how to “live green.” See you in the neighborhood.

annual list complied by Builder Magazine, and has won many local, state and national awards. Braselton, a graduate of Leadership Corpus Christi Class 18, is a contributing writer to NSIDE Coastal Bend magazine, and has served on numerous local community and business committees and boards, including positions with the Food Bank of Corpus Christi, Bayfest, the American Heart Association, the Builders Association of Corpus Christi and the CCISD Boundary Committee. Most recently, Braselton began serving as the vice president of the Board of the Citizens in Support of the Corpus Christi Police Department, a foundation envisioned by the police chief to support the men and women of the CCPD. Braselton and his wife, Michelle, have three children, and are active members at Corpus Christi’s Bay Area Fellowship. N S I D E C O A S TA L B E N D

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NSIDE etiquette

Bridging the Cultural Divide When hosting international visitors, ensure they enjoy the best customer experience by learning about and staying mindful of their cultural differences.

By: [Sharon Schweitzer]

It should have been a memorable experience, and it was – just not for the right reasons. Our Mexican guests had completed a tour of Mexic-Arte Museum, and we were in the central business district, finishing lunch at one of the city’s most popular restaurants. Our group had enjoyed delicious fare and savored the ambiance, and our guests were ready for more sightseeing. Before we were seated, the Texas host, Mr. Jones, asked that the check be presented to him, as he was hosting the international group. Well, the server forgot about Mr. Jones’ request. Mr. Jones and his Mexican guests were embarrassed when the server placed the check directly in the middle of the table of eight. It was one of those awkward moments when the bewildered guests were unsure of what to do with the check placed in front of them. Misunderstandings like these can happen easily when we do not prepare for visitors from different cultures. Here is the lesson from this situation:

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Unlike our U.S. culture, in Mexico, the person who requests the bill receives and pays the bill. In most cultures, it is rude to reach across another person to get anything, much less the check. In Mexico, it is also inappropriate to ask guests to pass the check since they should not handle the bill. If the server had known about this cultural nuance, he would have been sure to honor the U.S. host’s request, and this awkward situation would have been avoided. If the restaurant and server had better understood the expectations of Mexican clientele, they would have completely avoided the cultural faux pas, and the server would have been rewarded for great service. What can we do to bridge the cultural divide with international visitors to Texas? There are subtle ways in which cultural differences can impact customer experiences. Here are several aspects of hosting international customers to help ensure they enjoy a positive experience in our state:

1. Greetings: In the customer service industry, be prepared to say “good morning” or “good afternoon,” as opposed to “hi” or “hey” with greetings. It is wise to use appropriate titles and last names when conducting a transaction, returning a credit card or presenting a check. It is best to use “Mr.,”“Ms.” or “Dr.” until invited to use a first name. Avoid the familiarity of calling consumers by their first names when presenting a check or bill. Latin Americans, Europeans and Asians use titles when greeting and introducing each other and expect us to do the same. Many in the United States and Australia are bothered by class distinctions and people appearing snobbish. However, using “Mr.” or “Ms.” will generally be appreciated. 2. Personal space and distance: While serving global customers, be aware that different cultures maintain different standards of personal space. During a discussion with a global consumer, do not be

3. Dining customs: Dining customs differ around the world. Be prepared for international diners to linger over their meal, order dessert and savor coffee for lengthy periods of two or three hours. In certain Latin American countries, coffee is king and is enjoyed after every meal regardless of the temperature outside. In Mexico, the main meal is midday between 1 and 4 p.m., typically starting at 2 p.m. In Spain, the main meal is in the evening, beginning at 10 p.m. Many cultures delight in two hours or more of dining. 4. Tipping and gratuities: Tipping customs vary around the world. In some areas of Europe and in certain countries, including Australia and Japan, the gratuity is built into the cost of the meal and tips are not added. It is not the custom in all countries to leave additional tips, so do not be surprised if an additional

tip is not left. In some areas of Japan, if a tip is left for a server, it could be considered offensive. A 5 to 10 percent tip is the custom in some countries. Restaurant owners will want to consider how to handle these situations with their servers. 5. Questions about the United States: If you are fortunate enough to develop a relationship with a global visitor, be prepared for possible questions about culture, society and government in the United States. Here are a few sample questions drawn from â&#x20AC;&#x153;Citizen Ambassadors,â&#x20AC;? by Dr. Charles T. Vetter Jr.: â&#x20AC;&#x153;I have difficulty understanding the differences between your Democrat and Republican political parties. What are the basic differences?â&#x20AC;? â&#x20AC;&#x153;Please tell me about your presidential candidates and election process.â&#x20AC;? â&#x20AC;&#x153;Residents of the USA seem to know very little about world geography â&#x20AC;&#x201C; names, places, locations. Why is that?â&#x20AC;? And finally, â&#x20AC;&#x153;How old are you, and

how much is your salary? Is that typical for your age range?â&#x20AC;? When bridging the divide with international customers, keep in mind that business etiquette is about ensuring that other people are comfortable in your presence. In Texas and the United States, we are known for our friendliness, openness, gregariousness, informality and humor. However, among other cultures, we are sometimes considered ethnocentric or nation focused. Letâ&#x20AC;&#x2122;s expand the presence of the great state of Texas, encourage understanding and show our wisdom. If we are at our best, in a Texas friendly way, aware that we may be serving a customer with a different cultural background, Texas will make a great impression on our international visitors. You never know â&#x20AC;&#x201C; you may be responsible for the first impression a visitor has of this country.

Sharon Schweitzer, J.D., PHR, is an international etiquette and protocol expert with Protocol & Etiquette Worldwide, LLC, located at 111 Congress Ave., No. 400, Austin, Texas 78701. For more information, call 512-306-1845, or visit www.protocolww.com, www.linkedin. com/in/sharonschweitzer, www.twitter.com/austinprotocol or www. facebook.com/protocolww.

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surprised or caught off guard if someone stands very close to you. If you step back or away, they may take offense and terminate the sale or relationship. In the United States, if you stand too close, you may be perceived as pushy or aggressive. If you stand too far away, you may be seen as disinterested. For reference, in â&#x20AC;&#x153;The Hidden Dimension,â&#x20AC;? by Edward T. Hall, personal territory for the United States may be broken down into several categories. Intimate distance is 0 to 18 inches, personal distance (good friends, family members) is from 18 inches to 4 feet and social distance (acquaintances) is 4 to 12 feet. One option is to allow the customer to dictate the proximity.

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I was born and raised in the Coastal Bend and reside here with my husband, Markus, and our two beautiful daughters, Bella and Ava. I have worked at Dolce, along with my brother and sisters, since its opening. I have taken great pleasure in watching our business grow and change along with my family. “Always remember you’re braver than you believe, stronger than you seem and smarter than you think” (A. A. Milne). I say this to my daughters and hope they think about this when faced with any challenges throughout their lives. My philosophy: You only have one life. Smile often, live happy and don’t worry about the little things.

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I have been working at Dolce Divino since I was 16. I welcomed my son, Christian, into the world a year ago, and our strong family bonds of support have been so great to have with a baby! Having had customers with us for 10-plus years who have shared all of our journeys and are a part of all three of our lives is an amazing feeling. “Have the courage to follow your heart, and teach him to lead with his.” For my first Mother’s Day, I received a card with these words written on it. I will always live by this rule and teach my son to do the same.

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My name is Ariel Gonzalez, and I received my hair license at the age of 16 years old. There is a craftsmanship to cutting and coloring hair, and I have improved my skills by training throughout America and internationally. I’ve also won several hair competitions and have been featured in fashion magazines. I’m the proud mother of two handsome boys, Landon and Preston. When I’m not at work, I enjoy spending quality family time with my sweetheart and our combined five children, horseback riding and working out. I feel very fortunate to have a family that supports each other and whom I enjoy working with. “For every disciplined effort, there is a multiple reward.” – Jim Rohn “The only thing standing between you and your dreams is … reluctance.” – Carroll Bryant My philosophy: I believe life is a gift. Don’t let it pass you by.

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La gente decía que se iba a acabar el mundo el 21 de diciembre, pero ni una tormenta se sintió. Me da risa como la gente escucha voces de personas que ni conocen. Nunca toman el tiempo para pensar por si mismos. Una cosa que he aprendido en mi vida ha sido el escuchar a mi corazón. Yo no estuviera haciendo lo que hago si no hubiera aprendido esa parte. Para mi es la parte más importante de mi vida. Dios nos habla por medio de nuestro corazón, nos guía y nos dirije, pero eso no quiere decir que cada vez que sentimos algo en nuestro corazón es Dios. Tenemos que aprender a discernir la diferencia entre lo que nosotros queremos y lo que realmente viene de Dios. Hace dos años llegue a México después de mas de 20 años de vivir en Estados Unidos. Solo venía por una semana y al llegar comenzé a sentir que me tenía que quedar. No sabía cuanto tiempo pero decidí escuchar a mi corazón. Hubo días en los que me quería regresar, como cuando me tuve que quedar a vivir en el centro de la ciudad de México en un hostal. Pagando nueve dólares la noche porque no tenía donde vivir. Esos momentos fueron difíciles pero sabía que estaba haciendo lo correcto y que se me iban a abrir puertas muy grandes. Dios no te da todo el mismo día, toma tiempo, tienes que aprender a confiar en Él y en la visión que has desarrollado. Si no tienes una visión de a dónde vas y que quieres lograr es muy fácil darte por vencido. Después de un mes de vivir en el centro se me abrió la oportunidad de rentarle un cuarto a una señora, y ahora ya tengo mi propio departamento. Fue un proceso de un año. Ahorita mis productos se están vendiendo en todas las tiendas mas importantes de México,

tengo mas de 13 contratos y muchas otras oportunidades que se me están presentando todos los días. Todo eso por que decidí escuchar a esa voz interna, me hubiera podido haber regresado a Estados Unidos, o hubiera podido decir ‘hasta aquí, esto esta muy difícil’. Gracias a Dios que Él me dio la fé para poder seguir adelante y sobrepasar esos obstáculos. Lo primero que tienes que hacer es saber que quieres lograr, no te pongas límites, no importa si no tienes todo el dinero. El dinero viene cuando tu das el primer paso. La segunda parte es creer en tu talento, si tú no crees en tu talento la gente no va a creer en ti. No tienes que ser arrogante, pero sí saber que tienes algo especial y que eso te va a llevar lejos. La tercera parte es persistencia, una de las cualidades mas importantes. Toma la decisión de que no importa que tan difícil se ponga la cosa, tu no te vas a dar por vencido. Yo tuve muchas oportunidades para darme por vencido. Muchos días sin dinero, para ser exacto casi siete años. Pero no hubo un día en el que no me levantara a trabajar. Te quiero motivar este año a que no te des por vencido, escucha esa voz interior que todos tenemos. Este año es un año de nuevos comienzos, este año van a suceder cosas increíbles y muchos sueños se van a convertir en realidad. Acuérdate de que no importa de donde vengas, ni cuánto dinero tengas. Si tienes Fé, un Sueño y Trabajas Duro; “Todo es Posible.”

Para más información, envíe correo electrónico a delascurain@mail.com o siga @dreambigworld en Twitter.

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