newsclips
DECEMBER 2013
Open Government Initiative Works to Engage Citizens Ontario Premier Kathleen Wynne has struck a new Open Government initiative, which the government says will give the people of Ontario a more transparent and accessible government, and more opportunities to access information and engage with the government on things that matter to them. Open Government is a concept that has been around for a while. Eight countries formed a partnership in 2011 and now there are 62 countries involved. It has been designed to be open, accountable and responsive to citizens to change their negative perceptions of government. A group of academic, business and community leaders, chaired by Don Lenihan, has been brought together to serve as the Open Government Engagement Team. He has been quoted as saying that Open Dialogue is the only real solution to growing public cynicism and disengagement around the world. This team is travelling the province to talk with Ontarians and will report back in the Spring. OCNA President Gordon Cameron commented that the media was strikingly absent from the Team, and we note that retired broadcast journalist Don Newman has just been added. Members are encouraged to attend meetings in their area. The following January meetings have been scheduled: January 7 in Scarborough, January 14 in Ottawa and January 17 in Kitchener/Waterloo. “The real challenge our team will face over the next several months,” Lenihan wrote in an opinion column in the Toronto Star, “as we carry out our mandate is to bring the difficult decisions out from behind closed doors and let the public play a more engaged and meaningful role in making them. Building a transparent and inclusive policy process will be a difficult and controversial task. I am very keen to hear what Ontarians will have to say on the matter.” The focus of the Engagement Team will be on three areas: Open Dialogue, so it is easier for people to connect and interact with government through new tools and technologies. The government says it will give people a greater voice in the policies the government develops and in the programs and services it delivers; making it a shared responsibility approach. One example of this is bringing people from all parties involved in the condominium industry together to talk about reform of the Condo Act. Open Data, so people can access data to solve everyday problems and come up with new ideas. The government collects so much data but doesn’t have it available in a meaningful format that is accessible to people across the province. https://www.ontario.ca/government/government-ontario-open-data is a web site created with the federal government and other provinces to provide information to Ontarians. It is currently in operation. Open Information, which means creating even more transparency by sharing more information, beyond salary and expense data. Citizens need to be able to find out what the government is working on and examine how decisions and policies are being made. This is the section covered most often in the media as the Opposition talks about how they can’t get information. It is projected that this data will help spur business and industry in Ontario to help the economy and employment. The government is also holding an ‘Idea Camp’ in Waterloo in January to engage the developer community to start brainstorming app and data visualization ideas, and get a sense from them about what data they might be looking for.
WHAT’S INSIDE:
TRANSCENDENTAL TYPOGRAPHY
YOU’RE REPLACING SOMEONE. NOW WHAT?
WHY INVEST IN AN EMPLOYEE BENEFITS PLAN?
Every once in a while, design calls for big type.
Be positive. Don’t gossip. Help your clients look forward, not backward.
Investment in your employees has a rippling effect.
See Page 10
See Page 11
See Page 15
MONTHLY PUBLICATION OF THE ONTARIO1 COMMUNITY NEWSPAPERS ASSOCIATION December 2013 www.ocna.org
ASSOCIATION NEWS
Public Notice Is No Longer Public By Anne Lannan OCNA Executive Director The Alcohol and Gaming Commission of Ontario (AGCO) has changed its Public Notice requirement for all new liquor sales applications. Public Notices will no longer be placed in local newspapers as they relate to liquor applications for local restaurants, bars and clubs. Instead, as of October 1, 2013, all Public Notices are being placed on the AGCO website. ‘By making this change, the AGCO is taking a more modern approach by providing easier and faster access to information to better support local residents’ input into liquor sales licensing decisions, while at the same time providing administrative relief and cost savings for businesses in the hospitality industry,’ it states. Of note, the cost of advertising is borne by the applicant, not the government agency. Newspapers are a neutral third party dedicated to being the preeminent source of all local news and information. They are the credible source for information about that community and chronicle its history. The move to have Public Notices on the AGCO website fragments this primary source of community information. The government has a responsibility to be accountable and transparent to the people of Ontario. With a two-party relationship between an applicant and the AGCO, and the AGCO then posting information on its website does not constitute a provision of Public Notice. This is a role best done through the pages of a newspaper. More than 80% of adults read their local newspaper and 31% of those readers list advertising as one of the reasons for reading. The only reason someone will go to the AGCO website is to find out how to complain about a new bar that has opened in their backyard – after the consultation period has ended. It is unlikely that the general public even knows of the AGCO and would probably try the Liquor Control Board of Ontario. Continued on Page 5 >>>
IN THIS ISSUE... 03 ....MAPLE KEY MEDIA ACQUIRES SEVERAL SUN MEDIA PAPERS 04 ...........................WDO IN-KIND ADVERTISING PROGRAM UPDATE 05 ....................................................................PUBLIC NOTICE UPDATE 10 ...................................................TRANSCENDENTAL TYPOGRAPHY 11 ...............................YOU’RE REPLACING SOMEONE. NOW WHAT? 12 ................WIN MORE NEGOTIATIONS WITH VALUE STATEMENTS
NEWSCLIPS VOLUME 03, ISSUE 04 3228 South Service Rd. Suite 116 Burlington, ON L7N 3H8 p.905.639.8720 f.905-639.6962 e. info@ocna.org w. www.ocna.org
OCNA BOARD PRESIDENT
Gordon Cameron
FIRST VP INTERIM
Dave Adsett
SECOND VP
Andrea DeMeer
SECRETARY/ TREASURER
Dave Harvey
PAST PRESIDENT
Mike Mount
DIRECTORS
Abbas Homayed Mike Power Rick Shaver Ray Stanton John Willems
OCNA STAFF EXECUTIVE DIRECTOR
Anne Lannan
CONTROLLER
Todd Frees
MEMBER SERVICES
Karen Shardlow Kelly Gorven
NETWORK CLASSIFIEDS
Carol Lebert
ACCOUNTING
Lucia Shepherd
AD*REACH
Ted Brewer Carolyn Press Erica Leyzac
13 ...............................STUBBS - THE WORLD’S FIRST FELINE MAYOR 15 ..........................WHY INVEST IN AN EMPLOYEE BENEFITS PLAN?
December 2013
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MEMBER NEWS
Maple Key Media Acquires Community Newspapers from Sun Media’s North Central Area
OCNA MEMBER UPDATES
Haliburton-based company Maple Key Media has announced its acquisition of the Haliburton Echo, Minden Times, Bancroft This Week, and Barry’s Bay This Week from Sun Media. It has also purchased The Highlander Newspaper. Maple Key Media’s Director Bram Lebo will head up the group as publisher. He confirmed the company will retain existing staff and has no plans to close any of the newspapers. “We are excited to bring these papers back under local ownership,” said Lebo. “These newspapers are vital to our communities and we accept that responsibility. Our focus will be on delivering the news through quality and innovative editorial content.” “We are asking our communities to bear with us during this period of transition,” said Lebo. “This is a big change, but we’re confident in our decision to make this purchase and hope our readers are as excited as we are for what the future holds.”
LAKESHORE ADVANCE EDITOR RECEIVES COMMUNITY AWARD Lakeshore Advance Editor Lynda Hillman-Rapley won the David Scatcherd Community Spirit award at a ceremony November 21st. This award was named after David Scatcherd, in honour of his community work. Dave has invested considerable time and money promoting this area, and making it a first rate, national attraction to visit. Shown here is David's son Colin Scatcherd with Lynda and Chamber President Glen Baillie.
For media inquiries, contact Ashley Campbell at Maple Key Media. Phone: 705-457-2900 E-mail: ashley@haliburtonhighlander.ca
BREAKING NEWS
Newspaper layout expert goes freelance • More than 20 years’ experience in newspaper production Deadline-driven, meticulous • production professional • Reasonable rates • References available
If you are an established or start-up newspaper looking for a reliable design and production expert to work from home, give me a call...let’s chat.
STAFF CHANGES AT SEAFORTH HURON EXPOSITOR Seaforth Huron Expositor has a new multimedia journalist in Whitney South. Whitney is a graduate of the journalism print program at Conestoga College. She freelanced for the Cambridge Times before starting in Seaforth.
613-612-5373 • patti@pattimoran.ca www.coroflot.com/pattimoran
December 2013
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ASSOCIATION NEWS
Waste Diversion Ontario (WDO) In-Kind Advertising Program Update 3. If you would like to review the Ad Guidelines to review the types of ads permissible, let us know.
As you know, OCNA/CNA member newspapers are responsible for $6.1 million of In-Kind Advertising this year as our legislated commitment to the Blue Box Program. This amount is double the prior year’s commitment, so as you can imagine, there is still significant lineage that some municipalities have to use over the next few months. In order to alleviate a huge influx over your holiday editions, this year’s program has been extended until March 31, 2014. WDO is learning that some municipalities are not taking advantage of their lineage because staff are not trained to create artwork/messaging and they aren’t comfortable with the process. In many cases it is a person in the Waste Department that looks after the ads, as opposed to other municipal staff who advertise other municipal programs and services.
Remember a few points: ▄▄ Even though you are reaching out to assist them, all insertion orders still need to flow through WDO in order to be logged to this program. The insertion orders should not be placed directly with your newspaper. ▄▄
Lineage cannot be carried over to the next year, so they have to make use of it by March 31. ▄▄
Ads can be about any waste stream. They may wish to consider such things as branch pick-up, Christmas tree pick-up, gift wrap and tissue paper, plastic toys, holiday scheduling, new plastics now being accepted, dump runs, Spring cleaning, composting, household hazardous waste, electronics, etc.
The Ontario Community Newspapers Association is recommending the following: 1. Determine if there is still outstanding lineage for your newspaper. Remember that some newspapers deal with multiple municipalities.
▄▄
If you would like to share any of your ad material with other municipalities, please contact Katrina Georgaras, WDO Communications Advisor/InKind Ads Coordinator, T: 416-226-5113 x292 E: Inkindads@wdo.ca and she can save them online to the Image Bank.
2. Reach out to your municipalities to offer your expertise in setting out an advertising plan from now until March 31 to use the lineage. Discuss their needs, timelines and waste programs they can advertise. Like you do with other advertisers, offer to design professional ad material. Also remind them that WDO is maintaining an Advertising Image Bank on its website.
If you have any questions, please contact Anne Lannan at OCNA at a.lannan@ocna.org or 905-639-8720 ext 228.
Italian Daily Relaunched A group of community-minded Italo-Canadian entrepreneurs, with the assistance of former Federal Cabinet Minister, the Honourable Joe Volpe, P.C., launched their first edition of the Italian language newspaper, Corriere Canadese, on November 18. They plan to publish Monday to Friday and are looking to attract 10,000 subscribers. Corriere Canadese, previously published by Multimedia Nova, ceased publication in May, 2013 when the company went into receivership. The newspaper is being targetted to the 200,000 GTA residents who speak Italian predominantely or frequently in their daily lives. There are approximately one million Canadians in Ontario of Italian origin. The first edition is online at http://corriere.com December 2013
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ASSOCIATION NEWS
Continued from Page 2 >>>
CONNECT WITH US!
Public Notice Update If the AGCO wants to ensure people have an opportunity to engage on issues that will affect the quality of their neighborhoods, it must reinstate the requirement for Public Notices to appear in newspapers, where they will actually be seen. Publishers may want to talk with their municipal councillors to see if they are even aware of this change and to gauge their response. Also of note, while meeting with AGCO, the association expressed our publishers’ concern about the ban on advertising for Special Occasion Permits in newspapers, while the events are being plastered all over social media. There has to be a level playing field. The AGCO have staff who troll the Internet to stop these and the LCBO, who issue the permits, also oversee this responsibility. They assured us that some events are shut down and SOPs are pulled prior to events because of this.
OCNA and Ad*Reach are on Twitter! Follow us @OCNAAdreach for frequesnt association updates, industry news, upcoming events and more.
TRAINING NEWSPAPERS CANADA WEBINARS:
Protect yourself if served a libel notice
Have you reviewed both your masthead on your editorial page and your website lately to ensure you are meeting the legal requirements of the Libel and Slander Act? These stipulations are important for the legal process should someone wish to serve you Notice. Printed newspapers need to have their contact information either at the head of the editorial page or on the front page, and must publish the name of the company and the full mailing address of the publisher. The same holds true for your website. General practice says the full details should be on your home page or on the Contact Us page.
From social media and sales to audience measurement data and search engine optimization, the 2013/2014 webinar series features relevant and engaging material for all sectors of the industry.
▄▄
January 14 - Advertising Sales: Social Media for Advertising Sales Success ▄▄ January 21 - All Departments: If You Build It, They Will Read! ▄▄ January 28 - Management: Search Engine Optimization for Publishers ▄▄ February 4 - All Departments: Selling Audience: Why Your Future Depends on It
A full list with details and registration information is available on the Newspaper Canada Web site at www.newspaperscanada.ca
December 2013
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ASSOCIATION NEWS
OCNA’s Network Classified Advertising is an easy way for you to earn additional revenue. Upsell your retail and classified advertisers and each a 35% commission. An All Ontario 25-word ad is $475. You earn $166.25 each time you upsell your client into the program. LOGO ADS: OCNA recently introduced logo ads as an option. An All Ontario 25-word ad WITH LOGO and enhanced text is $975.
$$$
You already know that advertisers in community newspapers get results. Help your advertisers extend their reach into a region of the province, across Ontario, or right across the country. They Win - You Win. The Possibilities are endless: > Online Revenue - any retailer with a web site. Let the Networks drive traffic to their site for increased sales > Real Estate - any agent with vacation properties, commercial properties and luxury homes. Buyers from outside your newspaper distribution area need to know > Events - Fairs, Markets, Shows, Theatre, Concerts or Sports. Spread the word to draw more people > Help wanted - Trades and other positions that individuals would relocate or commute to
Contact OCNA Network Classified Coordinator Lucia Shepherd for full details at l.shepherd@ocna.org or 1-800-387-7982 ext 223.
CLASSIFIED AD EMPLOYMENT WANTED Scott McLachlin Highly skilled Plant Manager with 23 years of professional experience at a web printing and graphics plant available for hire. Looking for challenging position in management, customer service and production. For full CV, please contact Scott at 519-692-5854 or smclachlin@hotmail.com Scott’s resume can also be found on the Careers section of the OCNA website at www.ocna.org/careers.
Carrier Thankful for Job Experience The letter below is from a paper carrier for the Fort Frances Times who recently resigned after four years. Please note: out of respect for the individual we have removed his name. Dear Fort Frances Times
I, xxxx, am writing to inform you that I have found new employment that requires me to leave my current job with you. I have arranged for my paper route 18B to be delivered for the next two weeks so you can find time for a replacement. I want to thank you for employing me these past four years as it has be a wonderful experience for myself. Through this job I have learnt to appritiate all types of weather I would normaly only glace at through a window. The opportunity to walk down a nice street daily has been a plesant one, giving me many opportunities to think and ponder over ideas in peace. It has helped me face fears of the cold and help overcome my phobia of stinging insects by allowing me to walk by their feeding grounds. I also belive if it were not for lifting the papers and takeing walks, I would not be as fit as I am today. Thank you. The understanding, and pleasant additude of the other staff made this job all the more better. If it were not for the need to get a new job, I would continue. With thanks xxxx
December 2013
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2013 Insurance Bureau of Canada Community Award in Memory of Mary Knowles Mary Knowles The Insurance Bureau of Canada Community Award in Memory of Mary Knowles was created by the Ontario Community Newspapers Foundation in memory of Mary Knowles, a dedicated newspaper employee and active community member who died from breast cancer in 1996. This award recognizes both the contributions of individuals and the intimate connection community newspapers have with their communities.
Nominations will be accepted for the 2013 Insurance Bureau of Canada Community Award in Memory of Mary Knowles until February 7, 2014. This year’s recipient will be invited to accept the award at OCNA’s Better Newspapers Awards Gala on Friday, April 4, 2014 at the Hilton Garden Inn in Vaughan. Travel and accommodation will be provided for the recipient. All nominees will receive a certificate recognizing their valuable contributions to their communities. This year’s recipient will be announced on February 21.
Nomination Criteria • Nominees will be considered for their outstanding personal, volunteer contributions in their communities. They are committed to the growth and development of their community; preserve their community’s history and heritage, devote time and energy to the social and cultural aspects of their community, and make their community a better place. • Nominations must be made by an owner/ employee of an OCNA member newspaper. Supporting documentation may come from the community. • Nominees must be over the age of 18 and be an owner or employee of an OCNA member newspaper, working in any department. Nominations may also be made for a couple, providing one person is an owner/employee of the member newspaper. • Volunteer contribution must have taken place during 2013 although length and duration of service will be considered. • Judging will be done by members of the community newspaper industry. The Judges’ decisions are final.
Know someone who should join this prestigious group? Complete the attached nomination form and send it by fax to 905-639-6962 or email k.gorven@ocna.org. 2012 - Gerry Harvieux Tilbury Times 2011 - Heidi Ostner Ayr News 2010 - Faye Craig Fergus Wellington Advertiser 2009 - Dennis & Jackie Smyk Ignace Driftwood 2008 - Mike Williscraft Grimsby Lincoln News 2007 - Lynda Hillman-Rapley Zurich Lakeshore Advance 2006 - Lois Tuffin Kawartah Lakes This Week 2005 - Mark Cripps Dundas Star News
December 2013
2004 - Mary & Mervyn Fowler Dundalk Herald 2003 - Joanne Burghardt Metroland Durham Region 2002 - John Pierce Fort Frances Times 2001 - Sandra Lee Johnston Iroquois Chieftain 2000 - Carolyn Mullin Voice of Pelham 1999 - Jack Brezina Minden Times 1998 - Jim Cumming Fort Frances Times 1997 - Jim Barber Peterborough This Week
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ASSOCIATION NEWS
The Future of Delivery: At Your Doorstep in 30 Minutes We all do it - we leave things to the last minute and then put ourselves into a state of panic when we finally realize that last minute may be too late. Take for example, Holiday shopping. There are so many people who run to the mall on Christmas Eve to purchase the gifts they should have bought a week before. But what if there was a solution to this mayhem? Amazon just might be onto something as they recently announced ‘Prime Air’. In four to five years, drones could be delivering our packages. Amazon states orders could arrive at your doorstep within just 30 minutes. No traffic. No lineups. No panic. There is still lots of thought and development that must go into this project, but it is still an exciting idea. It makes you wonder how could it impact the delivery of newspapers?
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• New Employees • An Upcoming Retirement • A New Special Section
Share your updates and photos with us! Send all information to: newsclips@ocna.org www.ocna.org
ASSOCIATION NEWS
OCNA’s Supplier Showcase and Spring Convention Sponsorship Opportunities Companies looking to do business with or promote a service to community newspapers are invited to participate in the OCNA’s Spring Convention and Supplier Showcase. This year the Spring Convention will be held at the Hilton Garden Inn in Vaughan Ontario on Friday April 4, 2014. There, suppliers will have the opportunity to network and mingle with some of our 300+ community newspaper members in Ontario. On average, more than 100 newspaper professionals attend our conventions each year and another 150 attend our annual Better Newspaper Awards Gala Dinner.
OCNA’s Supplier Showcase:
Participants will be provided with a 6’ table, with many opportunities to interact with the attendees during the breakfast, two coffee breaks and our lunch. Suppliers will also have the opportunity to address delegates in a 3 minute introduction during the President’s Premiere Lunch. Your registration fee will also include placing your promotional information in our 125 delegate bags. (Promotional material must be received no later than March 24th, 2014). Our convention is jam packed with information and sessions for our members. With your registration, you are more than welcome to attend any of the sessions throughout the day and network with delegates. ▄▄
$450.00 to participate in OCNA’s Supplier Showcase (includes table, breakfast & lunch for one attendee on Friday April 4, 2014 and delegate bag inserts.) ▄▄ ▄▄
$50.00 – for a 3-5 minute Presentation during the President’s Premier Lunch. $150.00 – if you cannot attend the convention and wish to place promotional material in the OCNA delegate bags.
OCNA’s Sponsorship Opportunities
OCNA would like to host a Welcome Social Soiree at Dave and Buster’s on the evening of Thursday April 3, 2014. We are looking for suppliers to join in a collective sponsorship. We would like to have a minimum of four (4) sponsors at $250.00 each. However, we are open to having more than four sponsors for the evening. The more sponsors we have, the less the your sponsorship cost will be! See the attached opportunities for more information. Home for the convention is the Hilton Garden Inn located in Vaughan, just 15 minutes north of Toronto. Book before March 11th to receive the special room rate of $129. To register go to http://hiltongardeninn.hilton.com/en/gi/groups/personalized/Y/YYZVAGI-OCNA2-20140402/index. jhtml?WT.mc_id=POG. Or if you'd rather talk to a live person, please call 1-888-269-4115 and quote group code OCNA2. If you require any further information, or have any questions, please contact Karen Shardlow at k.shardlow@ocna.org or 905-639-8720 x 232. We look forward to your participation in this exciting event and are pleased to be able to provide these valuable networking opportunities for you.
David Zilstra Communications
OCNA’s Board of Directors is pleased to welcome the following newspaper as probationary Active Members: Newspaper Meaford Independent Petrolia Lambton Independent Toronto Russian Express
December 2013
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DESIGN
Transcendental Typography By Ed Henninger Henninger Consulting Every once in a while, a design calls for big type. I don’t mean just ‘big type.’ I mean ‘B-I-G T-Y-P-E’! Huge. Ginormous. Humongous. That kind of big. When that happens, the type transcends (a word I learned in sophomore philosophy class and have loved ever since) the realm of typography and becomes a form by itself. Sometimes it becomes the dominant element on the page. As a result, we have to deal with it as a form, just as we deal with the dominant element of any other design. We have to look at its shape, especially. Though it may have been born as type, what is it now? Is it rectangular? Is it round? Is it more freeform? Does it have a diagonal force? Vertical? Horizontal? Do the descenders/ascenders work with nearby elements? Are you using it in color? What color? Why? Does it say what you want? Can you say that more briefly? Does the font work with the rest of the page? How about the space between letters? Inside the letters? How about the space around it? Enough? Too tight? Too loose? Lots of questions, each of them forcing you to take a long, close look at what you’ve created—and to appreciate that transcendent type isn’t just something you can toss on a page. There are times when big-huge-ginormous type is just the look you need for that special feature page. When those times occur, ask yourself the questions listed above. If you get a lot of the right answers, then go BIG! If you don’t, consider another approach. Your type will love you for it…and so will your readers. ED HENNINGER is an independent newspaper consultant and the Director of Henninger Consulting, offering comprehensive newspaper design services at: www.henningerconsulting.com. December 2013
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ADVERTISING
You’re Replacing Someone. Now What? By John Foust Raleigh, NC
I was talking to Angela about her early days at her newspaper. “When I moved into this sales job, a lot of clients asked about the person I replaced. Most of them asked innocent questions about how that person was doing. But some of them were nosy and persistent. I figured the best strategy was to stay upbeat.” It’s a big challenge to step into a new position, whether it’s a result of account reassignments or a matter of replacing someone who has left the newspaper. By being upbeat, Angela was on the right track. People transition in and out of jobs and sales territories all the time – and the new person has some control over how those changes are perceived. Here are three points to keep in mind:
my comments as neutral as possible.” Eleanor Roosevelt famously said, “Great minds discuss ideas. Average minds discuss events. Small minds discuss people.” Which leads us to the next point.
3. Help your clients look forward, not backward. Advertisers – like consumers – are motivated by self-interest. Change represents a possible threat to what was a predictable relationship with your paper.
1. Be positive. Never say anything negative about the person you’re replacing. “Early on, I decided to avoid saying things that I wouldn’t say if my predecessor were in the room,” Angela said. “There’s nothing to be gained by criticism, even if that person left under negative circumstances.
Here’s a new beginning. A clean slate. An invitation to discuss ideas. The first order of business is to reassure your accounts that you have their best interests at heart – and that their marketing is in good hands with your newspaper. “In the beginning it’s all about establishing rapport,” Angela said. “When I had initial conversations with existing accounts, I just tried to get to know them and let them see that I cared about their businesses. And like always, I was on the lookout for potential ideas and promotions.” “Funny thing about ideas,” she continued. “When you get good ones – ideas that generate business for your advertiser – they’ll stop talking about the good old days.”
“It’s smart to prepare some positive comments – things that are true, things you can say with sincerity. For example, you can say something like, ‘I appreciate your concern. Joe developed some ad strategies which got great results for his accounts.” Or ‘Joe told me how much he enjoyed working with you. I’m sure his old accounts will miss him.’”
2. Don’t gossip. It’s human nature for clients to want to hear the details – good or bad – of how and why their former representative is no longer handling their advertising. And it’s natural to want to please their curiosity. That’s why even the most innocent question calls for self-discipline.
(c) Copyright 2013 by John Foust. All rights reserved. JOHN FOUST has conducted training programs for thousands of newspaper advertising professionals. Many ad departments are using his training videos to save time and get quick results from in-house training. E-mail for information: jfoust@mindspring.com
“Just because people are curious doesn’t mean I have to answer inappropriate questions,” Angela explained. “I found it helpful to say, ‘I appreciate your interest in Joe, but I wasn’t here at the time, so I really can’t answer your question.’ I kept
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December 2013
Contact us for a quote: Todd Frees, General Manager 905-639-8720 ext. 234 t.frees@ocna.org 11
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BUSINESS
Win More Business Negotiations with Value Statements! By Patrick Tinney Managing Partner Centroid Training & Marketing not to “be aStrive success, but rather to be of value. - Albert Einstein
sound like this:
1. “The reason our large customers purchase our products year after year is because our delivery and post-delivery follow-up is second to none.”
”
2. “The reason we get so many product trials with our large customer is because we vigorously back test the products to mitigate negative risk.”
Most business negotiations sail smoothly largely because two parties have found enough common ground to take time to listen to each other’s needs and aspirations. Most customers do extensive homework on their supplies to mitigate risk and to understand suppliers’ point of difference or unique vertical within their business category. If all goes well both parties carefully explain their objectives within their needs. Generally, an expectation gap is identified by both bargaining parties and some kind of give and take or reciprocity takes place to bring about amicable closure of a deal. In tougher negotiations savvy customers will do their best to knock sellers off their script and throw out creative objections and armor piercing queries to double check their known facts and back check our claims. Seasoned sales negotiators expect to be put to the test and are prepared to answer ‘burden of proof questions’. It’s just part of the process. Most sellers have been trained to handle a wide variety of objections from customers and if they handle these objections constructively the negotiation gets back on course and the deal closes out with solid win/win agreement. In spite of all of the above some negotiations just get bogged down in objections that are not fully satisfied with available answers to them. Somehow elements of doubt enter the discussion and bargaining stalls. So how does this happen? Typically, there is a missing step….the value statement. Value statements are a bridge between the skillful handling of a customer objection and a trial close. Value statements are an overarching truth about a seller’s position in their business category that helps solidify their position for longer term relationships with larger customers. Value statements are designed to help reassure a customer that the experience they will have with the product or service has been enjoyed by many of the customer’s contemporaries. These experiences are constructive and accretive.
3. “The reason our large customers come to us first with problems or opportunities is because they know we have a great creative team that works tirelessly to create unique solutions for unique customers.” So as we see from the above examples value statements are ‘truth and positive affirmation because statements’. Value statements are the bridge between skillfully handled customers objections and masterful trial close questions. Value statements put the customer at ease knowing that the seller and his company stand behind their promises and have lived their brand. Value statements are an affirmation of the reliable repeatable promises your company stands for. So be smart. Incorporate value statements into your next negotiation when the going gets tough. Your customers will appreciate that you are listening to them and that you and your company care! Remember, large customers not only want great negotiated deals, they want to know that your company will show up and live up to its promises rain or shine!
don’t get paid for the hour. “YouYou get paid for the value you bring to the hour. - Jim Rohn ”
PATRICK TINNEY is the founder of Centroid Training and Marketing, a consulting firm helping organizations make and save money through consultative selling, sales prospecting and business negotiation training. www.centroidmarketing.com.
Value statements acknowledging a customer concern/objection December 2013
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HUMOUR
Stubbs - The World’s First Feline Mayor By William Thomas
At 34 consecutive years, Mississauga’s Mayor Hazel McCallion is the longestserving mayor in Canada. ‘Hurricane Hazel’ has been in the media spotlight a lot lately because her birth date happens to coincide with the outbreak of the War of 1812. Hazel has promised to retire either at the end of this term or when she smashes up another lamp post,
whichever comes first. And Stubbs is the longest-serving mayor of the little town of Talkeetna, Alaska. The 900 residents just love the guy and the vast majority of citizens believe he’s the best mayor they’ve ever had. “He doesn’t raise our taxes. He doesn’t interfere with business. And he’s honest,” says Laurie Stec, operator of Talkeetna’s general store. It seems nobody in town has a bad thing to say about the mayor except occasionally he misses his litter box and once he showed up at a council meeting with a mouse in his mouth. Yes Mr. Stubbs, a fifteen-year-old yellow Manx has been the mayor of Talkeetna, Alaska for the past fifteen years! He was just a playful little kitten when town voters passed on the human candidates officially posted on the ballot and elected Stubbs in a write-in vote. (Exactly how bleak is your political future when your resume shows you once lost an election to a candidate who cleans himself with his tongue?) Stubbs likes to be chucked under the chin by his constituents as well and being picked up and cuddled so yeah, he at least has those things in common with the mayor of Mississauga. With near-unanimous popular support he has not been challenged for the office since 1997. Stubbs might be the only mayor of any town in the world who sheds and scratches himself in public. Stubbs official residence is Nagley’s General Store where about 40 tourists come by every day for a pet and a celebrity photograph. Not one for the limelight, he tolerates a few gawkers and then retreats to the back lot near the dumpster to sleep. As politics go, Stubbs is the only elected official in the history of politics to take more afternoon naps than Ronald Reagan. Stubbs looking all of his fifteen years these days has more than 10,000 friends on Facebook. That’s 10,000 friends! Today you couldn’t find 10,000 people in the city of Toronto who would now admit to voting for Mayor Rob Ford. When residents of Toronto were asked in a recent informal survey how they felt about Talkeetna’s four-footed mayor, more than 75% of respondents used the word ‘jealous’ in their response. December 2013
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Although the election of a cat to the office of mayor may sound like an amazing achievement, let’s remember, it’s Alaska eh? Those people also elected Sarah Palin governor. Given these two democratic abnormalities you can probably count on a young and ambitious Border Collie from Nome becoming the first canine member of the United States Senate. Apparently Stubbs does not like former Governor Sarah Palin nor her sense of humour. Remember the joke that endeared her to Americans for all of a day and a half? ‘What’s the difference between a hockey mom and a pit bull? Lipstick!’ No, no, Stubbs will not tolerate pit bull references, in fact he is currently championing a bill that would require all canines to be double-leashed and any dog caught treeing a cat would be gardenhosed in public. While not naming Palin specifically, Stubbs is fond of telling tourists at the general store that he has never ever seen a Russian Blue from his porch. A crafty legislator, Stubbs has previously legalized Columbian catnip, designated the human lap as public property and started a ‘treats-on-demand’ policy for all cats as well as a free ball of string giveaway program for bored kittens. Stubbs was once charged with assault on a town councilor who dared to bring up the issue of ‘declawing.’ The Guinness Book of Records lists Stubbs’ rise to mayor as the most mind boggling election in the history of democracy…except of course for George W. Bush’s second term. One employee at the general store did say that Stubbs can be rather demanding as it gets close to mealtime. Food on demand!?! Wow! The similarities between the mayors of Talkeetna and Toronto are uncanny. Staff at the general store claim they have actually heard Stubbs laugh out loud while watching his favourite sport on TV – several hundred stupid canines hauling humans from Anchorage to Nome for 12 days straight. They say when Stubbs hears the word “mush” he falls off the couch in a fit of laughter. “He’s good. Probably the best we’ve ever had,” says Laurie Stec, owner of the general store and therefore Stubbs owner as well. Plus he’s saved Talkeetna residents thousands of dollars by not flying off to that annual meeting of American mayors where he would be a real curiosity figure but not much of a keynote speaker. House pets as political leaders – could we do any worse? William is an author, a scriptwriter and a nationally syndicated humour columnist. In addition to the 50 newspapers that carry his weekly column, William is the senior writer for Forever Young.His columns are posted weekly to the Members Section of the OCNA Web site. (Please note: you must be logged in as a member). For more information visit: www.williamthomas.ca www.ocna.org
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July 8, 2013 Date
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HUMAN RESOURCES
Why Invest In An Employee Benefits Plan?
By Don McGowan, Principal, McGowan Insurance Services Ltd. (At the Request of TwoGreySuits) Breaking the Paradigm: Employee Benefits, an Investment vs. an Expense More and more, employers are shifting their thinking around benefit plans. Many businesses now consider employee benefits as a business investment rather than simply a cost of doing business. It’s about investing in your employees’ health and wellbeing and in your company. Investment in your employees has a rippling effect. Customer satisfaction is directly related to employee satisfaction. Healthy and productive employees who enjoy helping customers, create satisfied clients who enjoy their sales or service experience. Satisfied customers tend to be repeat customers. Improved customer retention drives increased/repeat sales and profits and boosts your marketplace valuation. So, the key to all of this is employee satisfaction. Investing in your employees, including their health and wellbeing, is the same as investing in your company. An added bonus to investing in your employees is improved employee retention. This means less time and money spent on recruiting and training new employees, which means fewer dropped balls in the sales/service process and therefore, more satisfied customers. No matter how you look at it, it all links back to your employees, your most important asset. They are the ones making and selling your widgets. They are the ones who are in regular contact with your clients. They are the ones who make your clients feel special and make them want to do business with you. So how can you reward them? Rewarding employees with purely monetary gains drives your payroll taxes up. Rewarding them through a benefit plan allows you to give them something they can really use without driving-up other costs. Employer premiums for accidental death and dismemberment, critical illness, long term disability (depending on tax treatment at the time of claim), health and dental care are not considered to be taxable benefits and, therefore, do not drive additional payroll taxes. Rewarding your employees with something that can improve their health and wellbeing can also help reduce hidden costs. Healthy employees tend to be ‘at work’ thereby reducing absenteeism costs. Absenteeism brings with it a whole host of hidden costs including unhappy clients because their needs are not being met. When should a company start a benefit plan? The answer is simple: Whenever you want to invest in your company. There are benefit plans available for one to thousands of employees. There are defined benefit plans, flexible benefit plans and combinations of the two. Life, accident and disability benefits are usually defined so everyone knows that a certain amount is paid when something happens. Health benefits can be a little more complicated. Not every employee needs orthodontia coverage, so a plan that offers that and excludes something else may not be all that useful or rewarding to them. A good way to provide health benefits to employees without limiting their coverage is to set-up a Health December 2013
Spending Account or a Flexible Benefit Plan where they can choose what they want to have covered. What benefits are appropriate for a new plan? Standard benefit plans often include life insurance, accidental death and disability, long term disability, weekly indemnity or short term disability, health and dental. Many plans now also include critical illness – a monetary benefit that helps when a covered individual is diagnosed with a critical illness, such as cancer. The benefits you select depend on your employee population. Not every group needs the same levels of benefits – younger groups are often more interested in health and dental benefits (the more immediate benefits) – older groups are more interested in disability and life insurance. Your benefit consultant can help you determine the best mix of benefits for your group. A new way of thinking about benefits Employee benefits should no longer be thought of as a cost centre but as an investment centre. They are a way to invest in your company and gain attractive returns including: ▄▄ ▄▄ ▄▄ ▄▄
Reduced Employee and Customer turnover Improved Customer Satisfaction & Retention Improved Repeat Sales and therefore Improved Total Sales Improved Profits, Equity & Market Place Valuation
Companies and governments in both Canada and the U.S. who have made this leap are reaping the rewards. The Ontario government provides free flu shots every fall and saves in reduced hospital visits due to influenza. Motorola Inc. refers to its core values of quality and people when making health investment decisions. With this focus, they have seen improvement in both cost savings and human benefits. Investing in the health and wellbeing of your greatest asset is something you do both for your employees and for your company.
This article is part of the TwoGreySuits ‘Employee Performance Management’ Series and is offered by our partner, the TwoGreySuits HR Power Centre as a service to our members. 15
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