Southern Indiana Business Source - Sept 2014

SEPTEMBER 2014

ADULT LEARNING CENTER PROVIDING OPPORTUNITIES TO

IMPROVE LIVES & CAREERS

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EDITOR’S MESSAGE

Bill Hanson PUBLISHER bill.hanson@newsandtribune.com

EDITOR

Daniel Suddeath

Daniel Suddeath EDITOR daniel.suddeath@newsandtribune.com

daniel.suddeath@newsandtribune.com

Mary Tuttle ADVERTISING DIRECTOR mary.tuttle@newsandtribune.com

Brandi Jones

Equality is what we’re after Well, here we go.

I’m a 32-year-old, white male, and I’m about to write about minority and women in business.

Could you find someone more disqualified?

I don’t know what it’s like to constantly be a minority. Sure, there are times we find ourselves among a majority of a different ethnicity, but by and large, white men are rarely in the minority in most social and business environments.

However I can clearly see how important all ethnicities and genders are to our planet.

But unfortunately, there are still some gaps that need to be addressed.

In 2014, women are still on average earning less than men. This divide is closing, however it still exists.

This issue of Southern Indiana Business Source is dedicated to women and minorities, and we hope that our region can be a standard

bearer for equality.

We certainly have strong leaders, men and women, black, white and beyond, in our community.

In this issue, you’ll read about a young lady who is climbing her own career ladder after receiving a little help in obtaining her high school equivalency certificate.

There’s also a story about Nicole Yates, who was the youngest president chosen to lead the Floyd County chapter of the NAACP. She’s worked for President Barack Obama and now serves as the scheduling coordinator for Louisville Mayor Greg Fischer.

Also, you’ll learn about Jeffersonville-based PetFirst Pet Insurance, which is celebrating its 10th year in business. The company’s CEO is Katie Grant.

Thank you for reading SIBS, and for supporting equality in the workplace.

PRODUCTION MANAGER/DESIGNER brandi.jones@newsandtribune.com

Christopher Fryer PHOTOGRAPHER christopher.fryer@newsandtribune.com

CONTRIBUTING WRITERS BLAYR BARNARD WENDY DANT-CHESSER CAROL DAWSON VERN ESWINE EMILY LAMB MICHAEL LAMSFUSS JANET LIVELY TODD LOGSDON PAUL SANDERS TIMOTHY WEATHERHOLT

CONNECT View past issues and articles on our Facebook page. Like us while you’re there.

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FEEDBACK Let us know what you think. Correspondence must include name, address and daytime phone number. Email to the addresses above or mail to the address below. Letters may be published in the printed/online editions and edited for space or clarity.

MORE If you are interested in making copies of Southern Indiana Business Source available to your clients or customers, contact Publisher Bill Hanson at bill.hanson@newsandtribune.com If you are interested in receiving Southern Indiana Business Source directly to your mailbox, send your name, mailing address and daytime phone number to the address below.

We thank our advertisers for making this possible.

ON THE COVER Rachel Crowe, Scottsburg, is pictured at the Scottsburg Learning Center.

She is a recent graduate from the center, where she received her high school equivalency certificate, and works as a teacher’s aide.

PHOTO BY CHRISTOPHER FRYER

4 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

Published by the News and Tribune SOUTHERN INDIANA BUSINESS SOURCE 221 Spring Street Jeffersonville, IN 47130

COVER STORY SCOTTSBURG ADULT LEARNING CENTER

IMPROVING LIVES & CAREERS PAGE 20

06 Community Development

SMALL BUSINESS

Recent news and updates

Disadvantaged now well-served

09 Law Talk Pregnancy Discrimination

10 Book Review Pass it on, by Liz Cornish

BLAYR BARNARD

12 Labor Laws

Southeast Indiana Small Business Deveopment Center

19 Economic Development

Same-Sex marriage case not over

Embracing change

26 Human Resources Dress code concerns

28 Marketing

FEATURES

Interact with customers

08 14

SPOTLIGHT: Nicole Yates Louisville mayoral planner, former Obama scheduler Yates leads in many ways

PARTNERS

Protecting our furry family memebers Jeff-based PetFirst celebrates a decade in business

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 5

COMMUNITY DEVELOPMENT

Clark Memorial launches myClark Patient Portal

Green Valley renovates facility

Green Valley Care Center’s executive director, Jesse Ray, who has spent six years with Life Care Centers of America, two of those at Green Valley, said the facility was in need of the changes.

“The dining room had a full renovation,” he said.

“Of the 100 to 200 homes, 11–12 private rooms were renovated and are now equipped with 42-inch televisions that are high tech and high touch and pull out couch beds.”

SUBMITTED PHOTO

One Southern Indiana Chamber and Economic Development assisted Green Valley Care Center as they celebrated its newly remodeled facility during a ribbon cutting recently.

Green Valley’s renovations took six months to complete, adding about 1,000 square feet of additional living space and six private suites at a total of $800,000.

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6 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

Clark Memorial Hospital and Clark Physician Group recently launched a new online health care tool that provides secure anywhere, anytime access to personal health records from any computer, smartphone or tablet.

Developed to enhance communication with health providers, the myClark patient portal helps patients make more informed health decisions and ultimately improves their experience.

Overall, those who choose myClark benefit by the increased communication with their providers, time they save, strengthened preventive care by tracking their health conditions and setting goals and improved quality of care.

For more information, go to clarkmemorial.org/myclark

LSI announces 2015 Discover, Engage class members The 10-month Discover leadership development and community engagement program kicked off with a retreat Aug. 28-29 then meets one day each month to explore key opportunities and challenges in Southern Indiana including: history and heritage, economy and commercial enterprise, education, tourism and culture, inclusive communities, government, health and human services, simulated society, and community leadership.

MEMBERS OF 2015 CLASS • Kalisha Bass, One Southern Indiana • Jessica Blevins, Goodwill of Southern Indiana • Mike Cook, DMLO CPA’s • Jennifer Cooper, First Harrison Bank • Suzanne Corum, Humana, Inc. • Linda Cousins, New Albany Housing Authority

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• Chris Coyle, Mountjoy Chilton Medley • Kyle Daugherty, LMH Architecture • Chad Dimmitt, River Valley Financial Bank • Jenny Eggenspiller, Ivy Tech Community College Southern Indiana • Jim Epperson, Clark-Floyd Counties Convention and Tourism Bureau • Scott Estes, Horseshoe Southern Indiana • Susan Friedrich, Clark Memorial Hospital • Gill Holland, Portland Investment Initiative • Charlotte Ipsan, Norton Women’s and Kosair Children’s Hospital • Richard Joslin, LifeSpan Resources, Inc. • Billy Kent, Brown-Forman • Robert Koenig, Indiana University Southeast • Meredith Lambe, Floyd Memorial Foundation • Christy Lee, Central Credit Union • Ray Lucas, Your Community Bank • Kimberly Martin-Dawkins, PNC Bank • Jason McPherson, Chase Bank • Nathan Millican, Oak Park Church • Tommy Neathamer, First Saving Bank

• • • • •

• • • • • • • •

Tiffany Nichols, New Hope Services Rebecca Nimon, ProMedia Group Kelly Phillips, City of Jeffersonville Amy Popp, Southern Indiana Rehab Hospital Vaughan Scott, Axiom Financial Strategies Group of Wells Fargo Advisors, LLC Scott Stemler, UPS Supply Chain Solutions, Inc. Mark Stewart, Voluforms/Superior Print Kase Stiefvater, Kightlinger and Gray, LLP Leslea Townsend Cronin, St. Elizabeth Catholic Charities Joel Wallace, TEG Architects Martin Walthers, R. H. Clarkson Financial Services, Inc. Bill White, Ivy Tech Community College Southern Indiana Donna Wooten, Metro United Way

ENGAGE MEMBERS Engage is LSI’s newest six-month intensive professional development program targeted at individuals who want to maximize their unique personal attributes to make an even greater impact in our region.

The program kicked off with an opening mixer Aug. 28 then meets one day each month for an in-depth look at the various facets of leadership including: fundraising, communications, ethics, political connections and community action, board structure and leadership brand. Graduation will be held May 21.

MEMBERS OF 2015 CLASS • Angie Banet, Norton Audubon Hospital • Bonita Embry Coots, Community Foundation of Crawford County • Tiffany Cole Hall, Volunteers of America • Lucy Koesters, LifeSpan Resources, Inc. • Jeff McCaffrey, DMLO CPA’s • Kristin Pickerell, Norton Healthcare • Nathan Plack, Mountjoy Chilton Medley LLP • Jeff Shireman, Shireman Construction • Nathan Samuel, Childplace, Inc. • Nick Spiegl, BriovaRX • Jason Thomas, News and Tribune

Simple actions often speak the loudest.

Together let’s create a retirement plan that can help you continue all the good in your life.

Michael J. Lamsfuss, LUTCF Agent New York Life Insurance Company 9300 Shelbyville Road, Suite 1250 Louisville, KY 40222 (502) 509-5880 mjlamsfuss@ft.newyorklife.com MichaelLamsfuss.com Registered Representative offering investments through NYLIFE Securities LLC (Member FINRA/ SIPC), A Licensed Insurance Agency.

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SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 7

FEATURE

Scheduled for success Mayoral planner, former Obama scheduler Yates leads in many ways

BY DANIEL SUDDEATH News and Tribune :: daniel.suddeath@newsandtribune.com

L

ouisville Mayor Greg Fischer is a popular man.

Just ask his gatekeeper.

Fischer garners hundreds of meeting requests each month, and the lady in charge of his scheduling is Southern Indiana native Nicole Yates.

“People are not always happy with me. I have to say no,” Yates said.

While she may have to turn down a speaking request for Fischer, Yates certainly hasn’t been associated with passing on many opportunities in her professional and personal life.

As a volunteer, Yates has been involved in an abundance of works. She became the youngest president of the New Albany chapter of the NAACP, a position the 42-year-old has held for more than a decade.

As a professional, Yates has worked in the political realm for people like President Barack Obama, former U.S. Congressman Baron Hill, and now Fischer.

“When I was younger, I didn’t really know I was going to be involved in politics, I just knew that I wanted to do something for my community and give back,” she said.

Yates served as Director of Scheduling in Indiana for Obama during his 2008 presidential campaign.

“It took a lot of research and detailed work, but it was amazing,” she said.

After working on a few campaigns, Yates got her start in full-time politics when she was hired by Hill. She returned to work for the former 9th District congressman following the 2008 presidential campaign.

Yates would stay with Hill until he was defeated in 2010, and then she received the opportunity to work for Fischer.

Her job isn’t easy, and the hours can be long when working in government or on a campaign, but Yates doesn’t mind.

“I’ve had the opportunity to work with some great politicians, and it’s made life a lot easier,” she said.

But Yates doesn’t want to be defined only by what she does while she’s on the clock.

“I could go home at night and sit in my bedroom and watch reality television all night if that’s what I wanted to do, but that’s not who I am,” she said.

Yates is active in several organizations, and has become a resource to her community. She’s often approached by people who are frustrated, and Yates said she’s happy to be able to help.

“I have been so blessed to meet a lot of people, and I have a lot of knowledge of the government, so I’m able to at least steer them in the right direction of where they can go to get some assistance,” Yates said.

And there are still strides to be made in the community.

Voter registration is a huge deal to Yates. She believes in the power of the right to vote, and constantly touts the importance of exercising that right.

Violence is another issue where the community as a whole could improve upon, she said. And Yates is also a major proponent of equal education access.

“We want to make sure all students are getting the same education, whether they live in the valley or on the hill,” Yates said.

For young professionals looking to start their careers, Yates advised that they should do something they like.

If you have to work for 30 or 40 years, you should at least be employed in a profession you enjoy, she said.

Also, stay true to yourself, and help someone along the way, Yates recommended.

“If you can do those things you will be able to sleep at night,” she said.

8 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

PICTURED ABOVE: Nicole Yates, left, speaks with Louisville Mayor Greg Fischer.

PHOTO SUBMITTED

“It took a lot of research and detailed work, but it was amazing.”

NICOLE YATES

LAW TALK

Pregnancy Discrimination How the recent EEOC’s act may affect your health benefits

BY EMILY C. LAMB WYATT, TARRANT & COMBS, LLP :: WYATTFIRM.COM

The Pregnancy Discrimination Act (“PDA”) prohibits discrimination on the basis of pregnancy, childbirth, or related medical conditions. In essence, the PDA requires that employers treat women affected by pregnancy or related medical conditions the same as similarly situated non-pregnant applicants or employees for all employment-related purposes, including hiring, firing, promotion, and benefits. The PDA protects not just those women who are currently pregnant, but also prohibits discrimination on the basis of a past pregnancy or a potential or intended pregnancy.

The Equal Employment Opportunity Commission recently addressed how the PDA impacts employee benefits affecting pregnant women, including health insurance and retirement plans. According to the EEOC, employers must provide the same level of coverage to female employees and their dependents as they provide to male employees and their dependents. Employers who sponsor health insurance coverage must include coverage for pregnancy, childbirth, and related medical conditions. If the employer’s plan covers pre-existing conditions (as all health plans were required to do as of January 1, 2014 under the Patient Protection and Affordable Care Act), then it must cover the costs of an employee’s

pre-existing pregnancy. In addition, the plan should apply the same terms and conditions for pregnancy-related costs as for medical costs unrelated to pregnancy. Importantly, employer-sponsored health insurance plans may not impose limits applicable only to pregnancy-related services. Nor may such health plans impose a higher deductible for pregnancy-related medical expenses.

In addition, the EEOC has taken the position that the PDA also prohibits discrimination related to a woman’s use of contraceptives. In other words, an employer may violate the PDA if an employer offers health insurance coverage that excludes prescription contraceptives regardless of whether the contraceptives are used for birth control or medical reasons. In order to comply with the PDA, a health insurance plan must cover prescription contraceptives to the same extent as any other prescription drugs, devices, or services used to prevent medical conditions other than pregnancy.

For example, if an employer’s insurance plan covers preventative care for other medical conditions (such as drugs to prevent high blood pressure), then prescription contraceptives must also be covered. Please note, however, that the EEOC’s Guidance does not address whether closely held for-profit employers with religious objections to con-

traceptives may be exempt from the PDA’s requirements concerning contraceptives.

The EEOC’s guidance also confirms that employers cannot impose greater restrictions on pregnancy-related medical leave than on other medical leave, nor may an employer force an employee who is otherwise able to perform her job to take leave because she has been pregnant.

When employees do take pregnancy-related medical leave, employers must allow them to continue to accrue seniority in the same way as employees on medical leave for other reasons.

In light of this new guidance, employers should reevaluate their practices and policies related to pregnancy and pregnancyrelated issues, in particular their benefits policies, and more carefully consider employment decisions involving pregnancy in the workplace.

Emily Lamb is a Labor & Employment Service Team member at Wyatt, Tarrant & Combs, LLP. She concentrates her law practice on employment litigation, commercial litigation, and personal injury defense.

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 9

BOOK REVIEW

Successful Women

Pass it on

BY PAUL SANDERS

“Pass It On: Priceless Advice from Highly Successful Women”

By Liz Cornish

Paul Sanders Paul Sanders is an award-winning writer who worked for the past 10 years in the training industry with best-selling authors including Stephen Covey, Ken Blanchard and Tom Peters.

He is an adjunct professor who works with the Sullivan University Dale Carnegie Group.

Despite living in an era of e-books, iPads and Kindles, there are still times when you pick up a certain book and it feels — well — almost magical.

A book may have a certain quality about it, in the feel of the paper or the colors of its design. It’s as though the book has a distinctive energy. There’s something about it that draws you in.

Liz Cornish’s new book, “Pass It On: Priceless Advice from Highly Successful Women,” is just such a book.

It’s both brilliant and beautiful. From its remarkably distinctive graphics to its carefully chosen text, this is one of those exceptional books.

Cornish is straightforward in defining the book’s premise. “We’re in an evolving working culture,” she writes.

“Women pay the biggest price. It’s no secret that we work harder, must perform better to net the same rewards, and come home to face the lion’s share of house and family work.”

The author is not about criticism but focused on making critical change.

Her goal is to “pocket the successes,” of women in the workplace and “help create a culture where it’s easier to become and thrive as a female leader.”

By taking the collective advice learned by successful women and helping to “pass it on” we can produce a richer, more rewarding experience for all of us, says Cornish.

“We need more women leaders at all levels, using our full voices and hearts,”

Cornish says. “Women are hard-wired to care for others. We use our words to deal with conflict. We can change the very nature of the dialogue at very big, important tables.”

Cornish, who grew up in Lexington, Ky., starts this process by proposing 20 areas of advice received both through her work and through interviews with “several hundred wildly successful women.” Each area includes explanations and examples drawing on the experience of women in leadership roles from CEOs, to entrepreneurs.

DO WHAT MATTERS: MAKE IT MATTER.

Tying into work that matters, you are more likely “to dream bigger, dig deeper, take more useful chances. Even bad days are better. Deciding what matters is very personal, Cornish says.

While for some it may be a cause or vision, for others it may be caring for family, clients or colleagues.

CREATE A FAIL SAFE SUPPORT SYSTEM.

Too many of us fail to replenish our own energy, whether that’s through professional or physical support. Mentors and professional organizations can be critical. Equally so is maintaining physical condition including exercising and eating right.

SEEK “SOLITARY CONFIDE-MENT.”

10 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

For many, leadership is lonely and

isolating — more so if you are a minority in your peer group.

Carefully select an objective place and person (not your best friend) to let emotions fly and then get back into the game.

owner that he had just landed his dream job. The owner, without knowing what the job was, said that called for a celebration.

She offered a special tasting. The purchaser never forgot.

IT’S NOT WHO YOU KNOW. IT’S WHO KNOWS YOU.

THE DEVIL IS IN THE DOUBT, MAKE THE BRAVER CHOICE.

When the White House was selecting “house wines,” a small vineyard in Sonoma County was chosen. The wine purchaser years earlier had been traveling in California and told the vineyard

Within each of us is an internal mental Board of Directors.

While 80% of that Board may say, “do it,” a very powerful 20% often says the opposite. When fear limits you from taking

chances, it is a barrier to success.

TAKE HITS WITH HUMOR

While U.S. Ambassador to the United Nations, Madeleine Albright dealt with seemingly overwhelming crises, including the invasion of Kuwait by Iraq.

When the Iraqi press called her “an unparalleled serpent,” she took the hit with humor by wearing a vintage snake pin to the next meeting with Iraqi officials.

This is a very easy, very fun

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 11

read that has surprising depth.

Liz Cornish’s enthusiasm pulls you through the book with speed, making it an adventure.

Deb Viola’s creative and unique designs could not be more perfectly in tune with the author’s masterful storytelling and sharing.

“Pass It On,” is an excellent means of accessing the inspiration, wisdom, experiences and knowledge of women in today’s workforce. Get a copy for yourself. Then, of course, pass it on.

LABOR LAWS

j t t

It’s not over

r s

Indiana judge overturns same-sex marriage ban, but the case is not over

A i m

h s

BY TODD LOGSDON & TIMOTHY WEATHERHOLT FISHER & PHILLIPS, LLP :: LABORLAWYERS.COM

Last year, Section 3 of the Federal Defense of Marriage Act (“DOMA”), which defined marriage as being exclusively between a man and a woman, was declared unconstitutional by the United State Supreme Court in Windsor v. United States.

This ruling meant that individual states were free to decide the issue of whether to overturn their own same-sex marriage bans. On June 25, 2014, Indiana became the latest in a growing list of states to overturn existing bans on same-sex marriage. Baskin v. Bogan, Case No. 1:14-cv-00355 (S.D. Ind. Jun. 25, 2014). This decision could potentially have wide-reaching legal implications as well as practical implications for both employers and employees if it is affirmed on appeal.

In Baskin, U.S. District Court Judge Richard Young struck down Indiana’s ban on same-sex marriage. Baskin was actually a consolidation of three cases that addressed one key question: whether Indiana Code Section 31-11-1-1, which defines marriage as between one man and one woman and voids marriage between same-sex persons, is facially unconstitutional. In concluding the law was unconstitutional, Judge Young appeared to be significantly persuaded by the national trend. He noted that in less than a year, every federal district court to consider the issue has reached the conclusion, in thoughtful and thorough opinions, that laws prohibiting the celebration and recognition of same-sex marriages are unconstitutional.

In the immediate aftermath of the decision, Indiana Attorney General Greg Zoeller filed a notice of an appeal and an emergency request for a stay. On June 27, 2014, the Seventh Circuit Court of Appeals, which hears appeals from federal district courts in Indiana, Illinois, and Wisconsin, granted the request for a stay, meaning Judge Young’s Order is not in effect during the pendency of the appeal. This essentially leaves the hundreds of same-sex couples who flocked to courthouses to obtain marriage licenses in limbo. Moreover, Indiana Gov. Mike Pence’s office issued a memorandum on July 9, 2014 instructing state agencies to act as if no same-sex marriages had been performed during the three days following Judge Young’s order.

The case will now proceed to the Seventh Circuit Court of Appeals. The Seventh Circuit consolidated Baskin with a similar case from Wisconsin and put the cases on a fast track, even faster than the original briefing schedule we reported in our previous article.

The Seventh Circuit ordered that all briefing be completed by August 4, 2014 and oral arguments were held on August 13, 2014. The Seventh Circuit will likely issue an opinion before the end of the calendar year.

Prior to Judge Young’s ruling, same-sex couples could marry in 19 states and the District of Columbia. The lack of uniformity and the current trend of federal district judges obviously suggests a need for a ruling

PICTURED ABOVE: Keri, left, and Katrina Sprinkle, right, look to one another while Pastor Jennifer Mills-Knutsen leads them in the reciting of their marriage vows at New Beginnings Non Denominational Church in Jeffersonville. NEWS AND TRIBUNE FILE PHOTO BY TYLER STEWART

by the U.S. Supreme Court, though it is difficult to predict when the Court might ultimately decide whether same-sex marriage is a constitutionally protected right.

At this time, Indiana employers should begin to prepare themselves for the consequences of the Seventh Circuit agreeing with Judge Young. Among other things, Indiana employers and employees should be mindful of the following if Judge Young’s Order is ultimately affirmed: • Same-sex spouses should be able to avail themselves of spousal benefits under employer-administered medical and retirement plans. Employers should review their plan documents and summary plan descriptions to take into account the new rights that same-sex couples may now possess.

• For example, if a plan requires spousal consent for a loan or designation of a beneficiary other than a spouse, consent must be obtained from same-sex spouses. Spousal

12 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

b l a F w l

joint and survivor benefits must be offered to same-sex spouses, and qualified domestic relations orders now apply to them.

Special rollover and minimum distribution rules must also take into account same-sex spouses.

• Employers utilizing Flexible Spending Accounts will likely need to revisit their reimbursement policies to permit reimbursements for a same-sex spouse.

State where the employee resides.”

• The language about “resides” could be significant for employees close to the Kentucky border. The Department of Labor (“DOL”) concludes that employers complying with the FMLA must treat validly married samesex couples as “spouses” only if the couples live in a state that recognizes same-sex marriage. By contrast, the IRS concludes

that validly married same-sex couples are “married” and “spouses” wherever they live.

• The ruling may assist Indiana employees with regard to tax planning. Same-sex couples should no longer be required to pay the inheritance tax when they would be otherwise exempt.

• Retroactive amended tax filings may be beneficial to certain individuals.

• Same-sex spouses participating in group health plans also have COBRA rights and special enrollment rights under HIPAA. • Same-sex spouses residing in Indiana will be entitled to the same right to medical leave to attend to sick spouses and parents, as well as for childbirth or adoption. The FMLA defines “spouse” as “a husband or wife as defined or recognized under State law for the purposes of marriage in the

Timothy J. Weatherholt is a partner of Fisher & Phillips LLP. He practices exclusively in the areas of labor and employment on behalf of employers, with a particular emphasis on discrimination, ADAAA, and wage and hour issues.

Todd B. Logsdon is a partner of Fisher & Phillips LLP. He practices exclusively in the areas of labor and employment on behalf of employers, with a particular emphasis on discrimination, wage and hour issues, FMLA, and OSHA issues.

Congratulations to all the nominees of 20 Under 40!

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 13

FEATURE

Protecting furry family members Jeff-based PetFirst celebrates a decade in business

BY DANIEL SUDDEATH :: News and Tribune daniel.suddeath@newsandtribune.com

C

ats and dogs are often considered part of the family that has adopted them, so it’s only natural for pet parents to want to protect their four-legged friends.

For more than a decade, PetFirst Pet Insurance has helped pet owners pay for surgeries and emergency medical care for dogs and cats of all ages and breeds.

The Jeffersonville-based company signed its first policy July 14, 2004, and like many great inventions, was spawned out of necessity.

PetFirst launched as a result of co-founder Brent Hinton’s need to foot a $3,000 surgery for one of his pets.

The pet insurance options he found were limited and confusing.

“He said there’s just got to be a better way to do this,” PetFirst CEO Katie Grant said.

So along with a fellow investor, he opened PetFirst. The pet insurance company has clients around the country and continues to grow in its 10th year in business.

“Anywhere people are, there’s people that love pets,” Grant said.

Pet insurance allows owners to cover unexpected expenses instead of having to make difficult decisions about the health of their cat or dog, as PetFirst offers plans

exclusively for canines and felines.

Up to 90 percent of veterinary costs associated with illness or emergency care are recouped by PetFirst policy holders, and there are also plans available for routine wellness care.

PetFirst is licensed in all 50 states, and prices for the plans vary, as Grant said they have affordable options for most any pet owner.

“Everybody is a candidate for pet insurance,” she said.

Additionally, PetFirst policy holders don’t have to worry about locating a veterinarian who accepts the insurance since the coverage works through reimbursements.

“There is no network — pet parents can go to any vet nationwide,” Grant said.

The company doesn’t release its financial information, but Grant said PetFirst has high concentrations of customers in Ohio, Florida, California and, of course, Indiana and Kentucky.

The flexibility of the coverage makes it attractive to customers around the country, PetFirst Marketing Manager Lynn Choate said.

“We are a nationwide company that happens to be located in Jeffersonville,” she said, as PetFirst’s headquarters are in Quartermaster Station.

Katie Grant, CEO of PetFirst Pet Insurance, is pictured outside the business’s headquarters at Quartermaster Station in Jeffersonville.

PHOTO BY DANIEL SUDDEATH

for more info For more information, visit www.petfirst.com or call 855-270-7387

14 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

SMALL BUSINESS

Women entrepreneurs are making strides

BY JANET LIVELY THE ESTOPINAL GROUP :: TEG123.COM In the preceding four days prior to my writing this article, I had the good fortune (and generous employer) to attend a conference in San Antonio for others like myself, who market and develop new business for professional firms in the architecture, engineering and construction industries. While there I was surrounded by incredibly talented people whose capabilities run the full spectrum of responsibilities and roles. However, what is not so evident on the surface are the number of women (and this field is packed with them) who have either just made the ambitious life decision to become entrepreneurs, or had suddenly been “kicked out of the nest,” and forced to adjust and chose this path to start their own business. One woman worked with a very prominent, Fortune 500 construction firm, resigned her position to work with a consulting firm, and within two years of that change, found herself unemployed and devastated. She said, “...I didn’t answer my phone for three days....” Fortuitously, one of her clients called her and asked what she was doing, to which she said, uh...nothing. He replied, “I know what happened and I want you to meet me at my office in two hours.” This was the birthplace of entrepreneurship for my friend Becky (that’s not her real name, of course). While the impetus is different in each case, and in some, it’s just an “itch” to build something of their own; the real story revolves around the recent rise in women owned businesses.

Women entrepreneurs have made a number of big strides in recent years.

Since 1997, the number of women-owned businesses has increased by 59 percent, according to Inc. Magazine’s coverage of an American Express OPEN Report. And revenue generated by these companies has climbed 63 percent. Despite this growth, women-owned businesses still contribute just fewer than 4 percent of total business revenues.

That said, starting a business is never a simple task and, if you are a single woman or a person from a minority community, the odds of getting that business plan into reality are stacked even higher. What can hold them back or better, propel them forward? It could be perception, or even their own attitudes. Women and minorities are two sectors of society that are often marginalized (whether by themselves or others) and, in general, have a tough time garnering support for their ventures. When single women try building their own businesses or those in minority categories decide to set up a business, they often encounter problems raising finances in particular. In fact, a recent article in Small Biz Trends, quotes, “...nearly one-third of women in the study believe they have less access to capital (29%) and new business opportunities (32%) than men do. However, an interesting contrast, states that nearly one in five (18%) believe they have more access to clients than men do.”

The AMEX report expands its focus to look specifically at the phenomenal growth of firms owned by women of color. While firms owned by women of color are smaller than non-minority women-owned businesses both in terms of average employment and revenues, their growth in number and economic clout is generally far outpacing that of all women-owned firms. The growth in the number of African American, Asian American, Latina, Native American/ Alaska Native, and Native Hawaiian/Pacific Islander women-owned firms are all up over 100 percent from 1997-2013, topping the growth in the number of non-minority women-owned firms over the past 16 years.

This year’s key findings also include: As of 2013, the number of firms owned by women of color has skyrocketed to an estimated 2,677,700, and now comprises 31 percent of women-owned firms. In 1997, there were just under 1 million firms owned by women of color, accounting for just 17 percent of women-owned firms.

When looking specifically at the 2007continued on page 24

Vice President – Marketing & Business Development of The Estopinal Group. Janet brings 20+ years of business development, client relationship and marketing experience to provide value to TEG clients and partners.

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 15

THE CITY OF NEW ALBANY PROUDLY CELEBRATES OUR LOCAL BUSINESS OWNERS.

SMALL BUSINESS

Disadvantaged now well-served

BY BLAYR BARNARD Southeast Indiana Small Business Development Center With more than 9.1 million firms owned by women employing an additional 7.9 million people and 3 million firms owned by minorities generating over $591 billion in revenue, the collective voices of these entrepreneurs is massive. Last year when I sat down to write about women and minority owned small businesses, I discussed that there are Perks, but No Grants (SIBS September 2013, www.seisbdc.org Blogs).

Women, minority, veteran and disadvantaged businesses can get some perks when it comes to loan programs, government contracting and procurement. What I didn’t touch on were the more social aspects of being a woman or minority owned business.

NETWORKING JUST FOR YOU

There are several networking groups in Southern Indiana that are tailored to fit women and minority owned firms. From the National Association of Women Business Owners – Louisville to the Southern Indiana Minority Enterprise Initiative (SIMEI), these local networking groups are built strictly to serve WBEs and MBEs. There are many national organizations to connect with as well, such as the Committee of 200 which is an exclusive organization for WBEs and high ranking corporate leaders.

DEDICATED EFFORTS FOR ASSISTANCE

The success profile of these groups is so important that there are entire initiatives surrounding these communities. In fact, the Louisville Branch of the Federal Reserve Bank of St. Louis just hosted an educational seminar on Serving Entrepreneurs Who Are Marginalized to get area organizations on-board with programs and options.

EDUCATION AND CONFERENCES

Every year, a group of like-minded professionals in Southern Indiana get together to host the Diversity and Inclusion Conference and Expo (DICE, formerly Minority and Women Business Owners Conference) with 1SI. Representatives from across Southern Indiana and the Louisville Metro area, spend months putting together an event that provides Expo space to companies actively wanting to work with women and minority businesses This includes a Matchmakers Event to connect companies with buyers and two workshops hosted by the Southeast ISBDC. Farther afield, there is also the Indiana Black Expo with 40 years of history celebrating the accomplishments and achievements of African Americans throughout Indiana.

AWARDS AND RECOGNITION

While you don’t see awards named for White Male Business Owner of the Year, they are available for Women, Minorities and Veterans. In fact, the Southeast ISBDC recognizes several categories at our LEADS Indiana event, which is on Nov. 12 this year. While nominations will be closed for 2014 by this article’s printing, you can still join us to recognize the deserving candidates. Visit leadsIndiana.com to cast your nomination for 2015.

No longer is being a minority or woman owned firm a check-box on a procurement form. According to research, these communities are building, thriving and growing.

Over the years between government assistance programs and organizational efforts, these groups, while still technically underrepresented, have vast enough resources to no longer be recognized as under served.

Previous Southeast Indiana Winners LISA BROOKING True Colors Tanning Salon 2012 Small Business Person of the Year DIANE FISCHER L&D MailMasters 2012 Entrepreneurial Success LE ANNE SCOTT Your Community Bank 2012 Financial Services Champion KIM MARTIN-DAWKINS PNC Bank 2012 Women in Business Champion MIGUEL HAMPTON f5 Enterprises LLC 2013 Minority Small Business Champion ERIC HEDRICK HamHed LLC 2013 Veteran Small Business Champion LAURA DUGAN Great Clips 2013 FranNet Franchisee If this list triggers some names that deserve recognition, please feel free to nominate early for the 2015 regional awards luncheon at www.leadsindiana.com

Blayr Barnard is the Regional Director of the Southeast Indiana Small Business Development Center, which is located in Suite 200 of the Elsby Building in New Albany at 117 E. Spring St.

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 17

INSURANCE

Protect your greatest business asset:

Your employees

BY MICHAEL LAMSFUSS New York Life Insurance Company As a small business owner, you know how important your employees are to your success. You depend on their knowledge, experience, talent, and loyalty to keep your company running smoothly and efficiently.

But, like many businesses, you may have been hit hard by the recession, and trying to keep expenses down—making cuts, freezing payrolls, and streamlining operational costs—means your employees may be assuming heavier workloads, longer hours, and broader responsibilities, often for the same paycheck.

So, in these tough economic times, how can you show your workers just how much they’re appreciated? Small gestures, like movie tickets or a night at a local restaurant, can help improve morale; but, if you’re looking to offer something more substantial, consider supplementing your employees’ benefits package with life insurance through a voluntary payroll deduction program.

Voluntary payroll deduction is one of the simplest ways employees can purchase permanent life insurance to protect

their loved ones, and a smart way to supplement the benefits you already offer them. It can usually be set up using your existing procedures for payroll deduction, and, best of all, there is virtually no direct, out-of-pocket costs to the employer.

Remember, when you invest in your employees, you invest in your business.

That’s just good business sense.

Note: Employee participation in a payroll deduction insurance program is completely voluntary. Since this program is not intended to be subject to the Employee Retirement Income Security Act of 1974 (ERISA), employers cannot contribute to, or endorse, this program.

Michael Lamsfuss is an agent licensed to sell insurance through New York Life Insurance Company. To learn more about the information or topics discussed, please contact Michael Lamsfuss at 502-509-5880 or mjlamsfuss@ ft.newyorklife.com.

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 18

ECONOMIC DEVELOPMENT

Embrace the change

2010 Census:

by the numbers

U.S. Census Bureau projects minorities will surpass 50 percent by 2043

Women own

26.1%

BY WENDY DANT CHESSER ONE SOUTHERN INDIANA :: 1SI.ORG You’ve heard the statistic plenty of times—that the U.S. Census Bureau projects our country’s population will crack the “minority/majority” line by 2043, when more than 50 percent of Americans will identify their race as other than “NonHispanic White.”

What does this data suggest for the region’s small- and medium-sized businesses?

It signifies that in order for companies to thrive, they must understand and reflect changes in the customer base, in their work force and in their supplier base.

In response to the changing demographics, 1si has included strategic plan deliverables that will help us engage in diversity and inclusion dialogue and promote ideas and partnerships so that our members are prepared to benefit from this unique opportunity.

The most visible way 1si is working to engage minority and women-owned businesses is through our annual conference, the Minority & Women Owned Business Connection (MWBOC). Our purpose in providing an inclusion based venue is to offer disadvantaged/women/minority/veteran/disabled-owned businesses the opportunity to engage with One Southern Indiana sponsors, municipalities and corporate stakeholders. These profit-driven compa-

of all businesses in Clark County

nies have the need to increase their supplier base and exposure to possible innovation, services, and products that these disadvantaged businesses may have. This year’s event provided ways to improve growth opportunities and operational performance, corporate matchmaking, networking, educational seminars and pre-qualification programs to obtain private and municipal vendor-certifications, an exhibitor showcase and a luncheon with keynote speaker Alice Houston, W/MBE owner of HoustonJohnson, Inc. In addition, our “Pearls of Wisdom” is a quarterly breakfast program that features a presentation from a successful businesswoman followed by an opportunity for guests to share what they learned from the presenter during the program. These sessions of “group mentorship” allow other business professionals, both women and men, to benefit from the experiences of those who have faces similar challenges and overcome them to succeed. Featured speakers have included: Diane Fischer, President and Owner of L&D Mail Master; Judy Schad, President of Capriole, Inc.; Mary Moseley, CEO/President of Al J. Schneider Co. and others.

1si will continue to engage with organi-

10%

of the Louisville Metropolitan Area population is veterans and 15% have a disability

39% Between 2000 and 2010, Indiana’s minority population grew 39 percent, with the Hispanic population seeing the most growth in all 92 counties

Clark County is tied at ninth for counties in Indiana with the largest minority populations by percentage

continued on page 24

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 19

9th of 92

COVER

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Rachel Crowe, Scottsburg, assists Isaia Fuller, Austin, with a multiplication problem while working as a teacher's aide at the Scottsburg Learning Center.

Crowe is a recent graduate from the center, where she received her high school equivalency certificate.

PHOTO BY CHRISTOPHER FRYER

The more you know Adult Education improving lives, careers locally

BY DANIEL SUDDEATH News and Tribune :: daniel.suddeath@newsandtribune.com hile working through a mathematics equation with a student in the Scottsburg Learning Center, it appears that teacher’s aide Rachel Crowe is a natural educator.

Confident yet reassuring, she helps the young man work his way through the problem.

But it wasn’t too long ago when Crowe felt helpless and even lost, and she needed a resource to aid her through a trying time of her life.

Garnering a high school diploma wasn’t a given for the 21-year-old Scottsburg resident.

She was educated through homeschool but never obtained her high school equivalency certificate.

Admittedly she was dealing with depression when she turned to the Adult Education program. Crowe knew she wanted to improve her life, but she didn’t think it was possible.

Without a high school diploma, Crowe couldn’t see herself climbing above the

W

waitress job she was working.

“I thought I was at the bottom of the barrel honestly,” she said.

She enrolled on her 19th birthday, but didn’t complete the Adult Education program on her first try.

About a year later, Crowe came back, and this time, she finished what she started.

Looking back over her experience, Crowe said it’s hard to imagine she’s come so far so quickly.

Crowe received her certificate and began volunteering at the Scottsburg center. She was later hired to work as an aide beside the man who helped teach her, adult educator Dennis Thomas.

He knows firsthand how a high school certificate can spark a whole new life for someone.

“That’s one of the reasons I’m here. I see the success of the program,” he said.

Adult Education attracts a wide range of students. From Germany to Mexico, Thomas has taught adults from several

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 21

continued on page 22

17 million More than 17 million people have obtained a high school equivalency credential since 1943.

countries, backgrounds and economic levels.

“They bring a lot of potential to the classroom,” he said.

And many discover that their potential can take them places they never dreamt of, or help them achieve a career they may have given up hope of realizing.

The goal is to not just help students obtain a high school equivalency certificate, but to encourage them to garner college degrees or specialized training.

“We want people to go as far as they possibly can,” said Beth Pattison, adult education coordinator for regions 9 and 10 for the Indiana Department of Workforce Development.

And Indiana is poised to aid even more adults in obtaining a high school equivalency certificate and improving their standing in the workplace, she continued.

The DWD administers the federal adult education program in Indiana. Region 10 covers Clark, Floyd, Crawford, Harrison, Washington and Scott counties.

The high school equivalency certificate was once known as the General Education Development test, or GED. While there are centers throughout Region 10, including the Scottsburg location, students can receive instruction online after completing 12 hours of classroom education.

The high school equivalency classes are free and open to the public, and the popularity of the program is on the rise.

In 2014, 420 people graduated from the program, which was up from 308 in 2013. There’s also been an increase in funding for the six-county area to the tune of 62 percent in 2013 and 20 percent this year.

No one should feel inadequate because they didn’t find their niche in a brick and mortar high school building, Adult Education officials said.

“A lot of students just don’t do well in the traditional settings,” said Region 10 Adult Basic Education Director Angela Kirlin.

Once students are tested, adult educators place them on a regimen that matches their education competency level.

New students shouldn’t be afraid of finding out where they are academically, or be intimidated to seek out help when they need it, Crowe said.

“I think sometimes we let the what ifs stand in the way of our success,” she said.

The program is about helping people climb their career ladder, not to scold them on the reasons why they didn’t complete their degree earlier.

From transportation issues to family problems,

From left, Beth Pattison, the adult education coordinator for regions 9 and 10, Angela Kirlin, the Region 10 director of adult basic education, Dennis Thomas, an adult education teacher at the Scottsburg Learning Center, Wendy McDaniel, a Region 10 transition specialist for adult basic education, and Rachel Crowe, a recent graduate, and a teacher’s aide at the Scottsburg Learning Center, are pictured at the Scottsburg Learning Center. PHOTO BY CHRISTOPHER FRYER

“I think sometimes we let the what ifs stand in the way of our success” ANGELA KIRLIN, REGION 10 ADULT BASIC EDUCATION DIRECTOR

there’s several reasons that can factor into a student dropping out of high school or failing to garner their diploma.

“Our teachers are nonjudgmental,” Pattison said. “Everyone is treated equally, as an adult, from day one.”

And getting a certificate doesn’t take as long as you might think. About 80 percent of those who graduate earn their high school equivalency certificate in six weeks.

“Depending on what level you come in at, you might really surprise yourself,” Pattison said.

The program has also been the recipient of awards and distinctions for its success.

For example, Indiana Adult Education garnered a 2014 National Association of Housing and Redevelopment Merit Award for its partnership with the New Albany Housing Authority.

“This helps people to improve their incomes and also sets the stage for them to obtain better jobs and eventually move out of federally subsidized housing,” said New Albany Housing Authority Executive Director Bob Lane of the impact of the Adult Education program.

Crowe was inspired to receive her certificate when she met her husband. Now she doesn’t want to settle for a high school education.

She plans to attend Ivy Tech Community College and eventually obtain a teaching degree. Crowe said she wants to be an adult educator.

But there are other outlets for those who have obtained their certificates to further their professional life through.

For example, WorkINdiana offers pre-post secondary credentials to students who are enrolled or have recently graduated from the high school equivalency program.

The Adult Education program is providing opportunities for people to better their lives, and is also helping fill needed employment gaps.

“It raises up the whole level of economic development in our region,” Pattison said of the program.

“It also helps families be able to support their children.”

To learn about enrollment, call 812-981-3777.

22 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

Embrace the change continued from page 19

Lively Column continued from page 15

zations dedicated to inclusion and diversity including the Indiana Minority Supplier Development Council, the Kentuckiana Chapter of National Association of Business Women Owners, the Small Business Development Center and others to ensure that our membership, activities and goals reflect the change of the Southern Indiana community.

Never in our history have we seen the ethnic make-up of America change so quickly.

Join us in embracing this tide of change.

Together we can prepare for the success of Southern Indiana for decades to come.

2013 period, the net increase of 5.3 million jobs economy-wide has come almost entirely from very large public corporations and women-owned firms.

The states in which growth in the

Wendy Dant Chesser, a native of Jeffersonville, Ind., is the President and CEO of One Southern Indiana, the local economic development organization and chamber of commerce for Clark and Floyd counties.

2,677,700

themselves.” Women and minorities are building our economy and turning the tide. They are taking risks, making sacrifices, and putting themselves out there to pursue a dream. And that my friends, is

As of 2013, the number of firms owned by women of color has skyrocketed to an estimated 2,677,700, and now comprises 31 percent of women-owned firms.

number, employment, and revenues of women-owned firms has been the strongest are the District of Columbia, North Dakota, Nevada, Wyoming and Georgia.

A characteristic of the female entrepreneurial Phenom; women show more optimism regarding the future of their businesses. In a post-recession, recovery economy, this is refreshing!

So what? What does all of this mean?

By all indications, “Sisters are doin’ it for

what our country was built upon. Creating opportunites. We salute ALL of the entrepreneurs who do the heavy lifting, shoulder the risk and stay awake at night so that others of us don’t have to. We also applaud the women and minorities who have chosen to tilt the scale, challenge the “norm” and for demonstrating to the rest of us, building your dreams can become reality.

All for One and One for all.

business resources economic development advocacy 812.945.0266 | www.1si.org

24 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

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for Yourself.

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Visit www.rtjgolf.com or call 800.949.4444 to learn more.

HUMAN RESOURCES

Dress code concerns Dreadlocks vs. Culottes

BY CAROL DAWSON EEO GUIDANCE, INC. :: EEOGUIDANCE.COM

The Human Relations specialist walked in with a scowl on her face and demanded, “How far do I have to let these people go before putting my foot down on how they dress?” My triggered sarcastic response was, “As far as you are willing to let them go?”

Turns out, a male employee was protesting the fact that women could wear split skirts (my generation referred to them as culottes) into the workplace, while neither gender could wear shorts. The rather corpulent male employee had walked into the office wearing…well; you probably have already guessed the answer.

For as long as we have had Human Resources in the workplace, the HR professionals have dealt with the dreaded, “Dress Code,” and the enforcement of this weird and wonderful set of rules.

Just when you thought it was safe to print the newest set of dress code rules, it may not be safe at all.

Employers are all-the-buzz about the Equal Employment Opportunity Commission’s (EEOC) guidance regarding religious dress and grooming. Although this information has been around for several years, this current head-raising comes from the continued increase in religious complaints being filed and the EEOC’s newest publi-

cation on Religious Garb and Grooming in the Workplace.

The March 2014 publication states, “Employers covered by Title VII must make exceptions to their usual rules or preferences to permit applicants and employees to follow religiously-mandated dress and grooming practices unless it would pose an undue hardship to the operation of an employer’s business. When an exception is made as a religious accommodation, the employer may still refuse to allow exceptions sought by other employees for secular reasons.”

SEVERAL TIPS

• Requiring an employee’s religious garb, marking, or article of faith to be covered is not a reasonable accommodation if that would violate the employee’s religious beliefs.

• An employer may bar an employee’s religious dress or grooming practice based on workplace safety, security, or health concerns only if the circumstances actually pose an undue hardship on the operation of the business, and not because the employer simply assumes that the accommodation would pose an undue hardship.

• When an exception is made as a religious accommodation, the employer may

still refuse to allow exceptions sought by other employees for secular reasons.

• Neither co-worker disgruntlement nor customer preference constitutes undue hardship.

The EEOC provides guidance relating to frequent concerns they have with employers.

“In most instances, employers must make exceptions to their usual rules or preferences to permit applicants and employees to follow religious dress and grooming practices.

Examples of religious dress and grooming practices may include: wearing religious clothing or articles (e.g., a Christian cross, a Muslim hijab (headscarf ), a Sikh turban, a Sikh kirpan (symbolic miniature sword)); observing a religious prohibition against wearing certain garments (e.g., a Muslim, continued on page 30

Carol A. Dawson is president of EEO GUIDANCE, Inc., a national EEO/AA/diversity training and consulting business in Jeffersonville. Send comments to cdawson@ eeoguidance.com

26 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

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MARKETING

They said my name

BY VERN ESWINE THE MARKETING COMPANY :: MARKETINGCOMPANY.COM In all of our efforts as marketers to get people’s attention these days it still amazes me when the basic, somewhat traditional methods still work so effectively. In fact, most times when we take on a new client and begin setting plans for new marketing efforts we ask them to make a list of things that worked for them when things were going well. Once the list is completed we ask

why they stopped doing those things and the answer is usually something like “I don’t really know.”

The use of someone’s name is one of those very basic things that many of us have stopped using, thinking people don’t have the time or they don’t care but they do.

Recently, as I was traveling to shop the competition of one of our clients, I stopped

in a very well known, national brand coffee chain to get my caffeine fix and was pleasantly surprised. The person taking my order, asked for my name as they always do at this chain store, so nothing unusual yet. She was pleasant enough in giving me back my change, but what happened next I was not prepared and put me somewhat in a daze.

Out of the blue, I am brought back to the

28 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014

present when I hear- “Hey Vern, glad you are here, how is your day?” This was followed by another person behind the counter saying- “Hi Vern, are you traveling today or just stopping in to take a break?”

Then one more time- “Hey Vern, here is your Latte; I hear you’re traveling so please be safe and we really appreciate you stopping in to see us.”

My name was not just yelled out to let me know my coffee was ready, but they all made an effort to engage in dialogue.

Not only did they use my name three times, but they also made the whole experience feel faster and much more enjoyable, which as you can tell by this article, is something that stood out from what I am used to in my coffee experience.

So, are they doing that with everyone, I thought to myself ?

The answer was yes — as I lingered for a few minutes I stood there watching them greet and talk to each person one by one and I watched the looks on people’s faces as that look changed when hearing their name used by several people and as others could hear their name spoken.

There was a buzz in the coffee chain, a relaxed atmosphere and as I walked out to my car I thought and felt that my day was made a little better and

my opinion about this national chain is a little different than before.

I write this to say that in all of our technology and the changes in the way we interface with people, whether it is in person or from the screen on our smart phone or computer, that when we interface with people in our office, our place of business or just out in the community, we need to remember that some things in marketing have never changed; in fact they may now be even more important.

If you are a local business owner, make sure that you pay attention to your customers and use their name as often as possible in your conversation and watch their attitude and facial expressions change.

You have heard or read me say many times that it is all about the relationship; build the relationship and the money will follow. Well it all starts with paying attention and using your customer’s name in the transaction or interaction when they are in your place of business. It may not sound like a big deal to you, but in a society where interaction with people is getting less, using my name in a way that engages me in my buying experience really gets my attention.

Try it and let me know what happens.

Service Mother Teresa was a Roman Catholic Religious Sister and missionary often praised for her philanthropic efforts.

Did you know... Mother Teresa fed the hungry by requesting leftover food from airplane stewardesses — a testament to her commitment to aid the poor?

SERVICE is one of our Core Values. We want to thank our clients for the trust and confidence you’ve placed in allowing us to serve you.

Providing expertise in serving family businesses and entrepreneurs.

Vern Eswine has been involved in leadership, marketing and business consulting for more than 30 years and is president of The Marketing Company, a branding firm located on Spring Street in New Albany.

SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014 :: 29

Vaughan Scott, MBA Senior Vice President – Investment Officer Eric Ballenger Senior Vice President – Investment Officer Michael Grau , CFP® Vice President – Investment Officer 101 W. Spring Street, Fifth Floor - New Albany, IN 47150 Phone: 812-948-8475 Fax: 812-948-8732 www.axiomfsg.com Wells Fargo Advisors, LLC. Member SIPC

DAWSON: DRESS CODE continued from page 26 Pentecostal Christian, or Orthodox Jewish woman’s practice of wearing modest clothing, and of not wearing pants or short skirts); or adhering to shaving or hair length observances (e.g., Sikh uncut hair and beard, Rastafarian dreadlocks, or Jewish peyes (sidelocks)).”

The accommodation requirements only apply to religious beliefs that are “sincerely held.” Just because an individual’s religious practices may stray from commonly-followed tenets of the religion, the employer should not presume that the religious observance is insincere. A person’s religious beliefs, or level of adherence, can change and still be sincerely embraced. If an employer has legitimate cause for questioning the employee’s sincerity or the religious nature of a belief or practice for which accommodation has been requested, the applicant or employee may be asked for information reasonably needed to assess the request.

The EEOC uses this example, “Afizah is a Muslim woman who has been employed as a bank teller for six months. The bank has

a dress code prohibiting tellers from wearing any head coverings.

Although Afizah has not previously worn a religious headscarf to work at the bank, her personal religious practice has been to do so during Ramadan, the month of fasting that falls during the ninth month of the Islamic calendar. The fact that Afizah adheres to the practice only at certain times of the year does not mean that her belief is insincere.”

There may be exemptions from some religious accommodation rules for employers who are deemed, “religious institutions/organizations.”

The EEOC and I agree that the key to compliance is to consider each religious accommodation request on a case-by-case basis and to train managers accordingly.

Wondering what happened to the male employee wearing the split skirt? Although the color suited him well, he was sent home to change. He couldn’t show a valid religious (or other EEO basis) accommodation requirement for the attire.

30 :: SOUTHERN INDIANA BUSINESS SOURCE :: SEPTEMBER 2014