Herald Business Journal - 5.7.2019

MAY 2019 | VOL. 19, NO. 5

Innovation on the fly: How an Everett hack-a-thon helps students problem-solve under pressure.

Page 4

Plus: Meet the Economic Alliance Snohomish County award winners.

Starting on Page 6

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May 2019 The Herald Business Journal

MAY 2019

Port of EVERETT

PORTREPORT

Creating Economic Opportunities

CALENDAR • Now - May 19: Whale Watching Tours • May - Aug: Food Truck Fridays • May 5: Bayside Marine Swap Meet • May 7/14: Commission Meetings • May 9: Port of Everett Bus Tours • May 11: Opening Day of Boating • May 12: Farmers Market Opening Day • May 15-22: Online Vessel Auction • May 18: Milltown Sailing Swap Meet • June 8: Marina Cleanup Day • June 4/11: Commission Meetings • June 15: Milltown Sailing Boater Outreach • June 20/27: Music at the Marina

EXECUTIVE

Join us May 9 aboard a bus tour to explore the latest happenings at your Port! Explore the inner workings of the Port’s balanced working and recreational waterfront with a behind-the-scenes look at international trade, economic development activities, and public access amenities. Sign up at www. portofeverett.com/bustours.

SEAPORT

In mid-April, the Port hosted members from the Chinese Consulate who were visiting the region to celebrate the 40th anniversary of the first Chinese shipments to Seattle.

WATERFRONT PLACE

The annual Waterfront Place Open House will take place in conjuction with the Stategic Planning Open House on May 23. Join us to explore the latest happenings with the Port of Everett’s mixed-use development. Chat

Anthony’s Restaurants Opens Woody’s Take-out Bar at the Port of Everett; Port Opens New Commodore Plaza in South Docks A new dining option at the Port of Everett is making access to fresh seafood even better. On Saturday, May 4, Port tenant Anthony’s Restaurants opened Woody’s, a walk-up window adjoining its Woodfire Grill location and the Port’s new Commodore Plaza in the South Docks.

Woody’s is serving up a select variety of quick bites to waterfront guests Friday – Sunday, 11:30 a.m. – 7 p.m.

Crispy panko wild Alaska true cod ‘n chips, Dungeness Crab and Oregon coast shrimp toast, smoked salmon chowder and Bering Sea cod burger are among the menu options.

gatherings and events. The Plaza, named to honor the Port’s yachting and naval community, is one of three new public spaces recently completed by the Port as part of its Waterfront Place Central development. The other two projects include four new kite shelters; two at Boxcar Park in the Central Docks and two at Jetty Landing in the North Docks featuring colorful sail cloths over picnic tables at water’s edge.

“What a welcome addition to the waterfront,” Port of Everett Commissioner Tom Stiger said. “As a boater myself, it’s nice to have an alternative to dining in when I want to grab something quick and get out on the water, but boater or not, this is something visitors have wanted for some time. And what better timing than with the opening of Commodore Plaza.”

"We are so excited to be able to offer our guests and those in the nearby boating community another avenue to experience our fresh, Pacific Northwest fare through Woody's," said Dakin Wanquist, General Manager of Anthony's Woodfire Grill and Woody's. "We will plan on serving a number of our classic Anthony's Woodfire Grill items in quick, grab-and-go style to make it easy for those who are looking to take a picnic lunch down to the marina or to take back onto their boats for dinner!

We are so grateful to the Port of Everett for all of their support and continued partnership throughout the years and are very excited to introduce Woody's to the residents in Everett!"

The walk-up feature was prompted by the Port’s recent investment to create Commodore Plaza east of the restaurant. Plaza construction wrapped up in April, transforming the area into a community space with grassy areas and hardscapes. The open layout was designed to accommodate small

Anthony’s Woodfire Grill is also undergoing renovation of its exterior deck that overlooks the Marina, anticipated for completion this spring. Last summer the restaurant interior got a refresh as well, including a menu re-design, new bar, updated dining room finishes and an additional dining room fireplace.

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May 23, 2019 4 - 7 p.m.

Port of Everett Blue Heron Room 1205 Craftsman Way Everett, WA 98201

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Robot hack-a-thon gives students a taste of real-life problems, 4 Three recipients of this year’s Economic Alliance Snohomish County awards, Pages 6, 8 & 9 James McCusker: Management 101, 13 Business Licenses, 14

ON THE COVER Isaac Alexander, 20, saws off the handle of a paint roller to be used in his group’s toilet paper dispenser robot at TheLab@everett on April 13 in Everett.

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Bettering the community and the region

IN THIS ISSUE

Photo by Olivia Vanni / The Herald

May 2019

In this edition of The Herald Business Journal, you will meet this year’s recipients of three Economic Alliance Snohomish County awards.

The alliance and The Daily Herald are partners in honoring the achievements of people who helped create a better community or advanced the region’s economic prosperity.

The Henry M. Jackson Award is named for the former U.S. senator from Everett. The award was established in 1977 and honors someone who demonstrates exemplary service to the community and is committed to the business interests of the region. This individual drives local, state and regional initiatives for business; promotes civic, social and cultural programs; and participates in programs that expand the potential and quality of life in the county.

The John M. Fluke Sr. Award is named for the founder of Fluke Corp., the industrial testmeasurement company in Everett. The award

is given to an individual who has demonstrated entrepreneurial spirit, and business and community leadership, coupled with significant community contribution and commitment. It was established in 1970.

The Elson S. Floyd Award is named for the former Washington State University president, who played a key role in establishing the Washington State University Everett campus. The award aims to honor a visionary leader who through partnership, tenacity and a strong commitment to community has created lasting opportunities, especially for those who have traditionally been underserved — opportunities that improve the quality of life and positively impact the trajectory of the regional economy.

The award winners will be honored at Economic Alliance Snohomish County’s annual luncheon May 23 at the Tulalip Resort Casino.

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May 2019 The Herald Business Journal

Silly, useless, but next breakthrough?

A ‘shoddy robot’ hack-a-thon at WSU Everett gave engineering students a taste of real-life problems

By Janice Podsada Herald Writer

EVERETT — They’re better known by another name, but to keep this clean we’ll call them “shoddy” robots.

Imagine a Rube Goldberg machine that uses a microprocessor or a drone — instead of two-by fours and marbles— to hold an umbrella over your head or brush your teeth.

The more absurd the better. Examples can be viewed on YouTube or on a subreddit we can’t name.

Students at Washington State University’s Everett campus recently took part in the first “Sh*tty Robot Hackathon,” a 24-hour challenge that drew nearly 30 students.

“The goal is to design a robot that does whatever it’s meant to do — well,” said Anna Boll, a mechanical engineering student at WSU Everett who helped stage the event at TheLab@ everett, a business incubator.

Crappy, shoddy, sh*tty robot hack-a-thons — whatever term you favor — pit students against random tech components and a stopwatch.

The results are usually irreverent, good for a laugh and mostly useless.

Or could they contribute to the next quantum leap?

“I don’t know of any cases where a badly built robot generated a breakthrough or novel idea, but I’d probably put money on it happening somewhere,” said Aaron Crandall, a professor in the School of

Engineering and Computer Science at WSU in Pullman.

Hack-a-thons can pique student interest in STEM without being stuffy or staid, said Crandall.

“I’m here because I thought it would be fun,” said Carlos Rosas, an electrical engineering student at WSU Everett and an intern at OceanGate, an Everett firm that builds and charters manned submersibles.

“People don’t think of engineers as creative, but we are,” said Rosas, who joined other engineers at the robot-building marathon.

Hack-a-thons give students the chance to demonstrate their classroom skills and can even help land them a job, said Crandall. (Hey, I built a voice-activated robot that flings confetti and lights a candle!)

The contest started at 10 a.m. on a Saturday and ended at 10 a.m. Sunday.

Seven teams of three and four students were given a “mystery bag” containing two technology items, such as electronic sensors or a tiny computer, and two household items, “like a Styrofoam head, rubber duck or bubble wrap,” said Boll, who helped organize the event.

“The grab bags assure a level playing field,” said Jacob Murray. He’s the electrical engineering program coordinator and academic advisor for the WSU Everett chapter of the Institute of Electrical and Electronics Engineers.

Team members began by

Team members discuss plans for their “Sh*tty Robot” at TheLab@everett on April 13 in Everett.

Daniel Aucoin works on coding for his group’s robot.

brainstorming what kind of robot they could build with the parts they were given,

and how to make it work.

“We’re here to flex our creativity muscle,” said

Andrew Bragg, a software engineering student at WSU Everett. Bragg and

OLIVIA VANNI / HERALD PHOTOS

his teammates created a flow chart for the design of a high-tech toilet paper dispenser.

Participants spread out the contents of their grab bags on tables in the middle of the lab’s work room or hunkered down with their laptops in small offices.

They toiled through the night, catching an hour or two of sleep in “the armchairs, on the floor or under tables,” said Boll.

When time’s-up was called 24 hours later, the clutter of components, cables and nuts and bolts had disappeared. In their place — robots!

“Being able to whip something up in 24 hours is not a simple task,” Murray said.

See ‘SHODDY,’ Page 5

The Herald Business Journal

‘Shoddy’

May 2019

From Page 4

“We give them 15 weeks in our classes.”

Among the yield: a robot that scooped trash off the floor and took a photo of it — for quality assurance; an interactive dog treat dispenser that squeaked; and a voice-activated robot that dispensed toilet paper paper when you picked up the custom-built app and said, “Paper, please.”

The winning bot was a Styrofoam mannequin head programmed to locate its target with an electronic sensor, aim and deliver a generous squirt of hand lotion from its nostril — all while playing the theme from the movie “Jaws.”

Performance, complexity and humor were among the judging criteria.

“You don’t have three months to solve a problem.

You don’t have the option of crafting parts. You have 24 hours to hack it together with what you’re given,” Crandall said.

It’s not that different from the workplace, he said, “where you’re dealing with time and budget constraints.”

And you have to be a bulldog.

“As an engineer, you have to have the drive to try to say, ‘I can solve this,’ because in the real world we need you to solve really hard problems,” Crandall said.

“It’s really a think-athon,” said Levi Cline, who is studying software engineering at WSU Everett and is a member of the trashscooping team.

Now that you’ve built a crappy robot, put it on your resume.

Potential employers want to see this kind of innovation, what students have created outside of class and “beyond the grade,” said Murray. “This is something they can show off.”

The judges arrived Sunday morning to choose a winner.

They included Joe Decuir,

Small business is our business.

OLIVIA VANNI / THE HERALD

Austin Stowe (left) and Isaac Hall work on a template for the laser cutter to cut out pieces for a box at TheLab@everett on April 13 in Everett.

one of the designers of the Atari 2600, a 1977 gamechanging video console, and executives from local tech companies: Fluke in Everett; Fujifilm SonoSite in Bothell, a medical imaging company; and thePlatform, a Seattle online-video publisher and division of Comcast.

“These are the sorts of projects that create skills that make you a valuable member of a development team,” said David Franklin, senior technical program manager at thePlatform.

“It’s great resume material, and it makes me smile.”

Gina Kelly, a vice president at FujiFilm, said she would be looking for students that could explain “the why of their product — quickly and clearly,” a skill she looks for in job candidates. “You need to be able to articulate what problem your product is there to solve,” Kelly said.

George Allen, director of strategy and planning at Fluke, looked for diversity and innovation.

The more diverse your team, the better the results, Allen said. “People bring different experiences and points of view to any given project,” he explained.

At the close of the event, students agreed.

Teams comprised of members of different programs — such as mechanical, electrical or software engineering — fared better than those comprised of students from a single discipline, WSU advisor Murray said.

“The consensus from students, after they had some sleep, is let’s do this again, let’s make it a tradition,” Murray said.

Janice Podsada; jpodsada@heraldnet.com; 425-339-3097. Twitter: JanicePods.

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May 2019 The Herald Business Journal

Economic Alliance Snohomish County Awards Stories by Janice Podsada | Herald Writer

This CEO takes a ground-level approach John M. Fluke Award EVERETT — These days Brett Smith, the CEO of Propeller Airports, can be glimpsed handing out bottled water, carrying luggage or validating parking tickets at Paine Field’s new passenger terminal.

Travelers routinely mistake him for a skycap, security guard or parking attendant.

That’s OK by Smith, whose company invested some $40 million to

develop the two-gate terminal and now manages it.

“Now I’m focused on making sure the operation is perfect, and working through the kinks,” said Smith, the tour-deforce behind Everett’s new airline service.

He has a new lilt in his step — and rightly so.

Alaska Airlines and United Airlines are offering a combined

Propeller Airports CEO Brett Smith, who has been awarded the John M. Fluke Sr. Award, poses on a jet bridge at Paine Field’s new passenger terminal. The award recognizes someone who has demonstrated entrepreneurial spirit and community leadership.

24 daily flights from the Snohomish Countyowned airport, the maximum allowed by the Federal Aviation Administration. And he made it happen.

The army of construction workers is gone. The regulatory hurdles that paused the start of airline service are behind him.

The planes are full.

OLIVIA VANNI / THE HERALD

See CEO, Page 12

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May 2019 The Herald Business Journal

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Elson S. Floyd Award

May 2019

Henry M. Jackson Award

His mantra: Graduation is not enough Boundaries no impediment to progress Everett schools Superintendent Gary Cohn urges students to think beyond high school.

By Janice Podsada Herald Writer

EVERETT — On Wednesday mornings, Superintendent Gary Cohn skips coming into office and instead visits one of the Everett School District’s 26 schools.

“I try to set aside a chunk of the day to walk through the schools,” Cohn said.

Those visits have kept him in touch with teachers, students, custodians and computer-savvy kindergartners.

“You’ve got to do that to stay close to the knitting,” he said.

In the 10 years that Cohn has been superintendent, the school district’s on-time high school graduation rate improved from 82 percent

to 96 percent.

“I didn’t do it by myself,” he said. Without the district’s dedicated staff, “you don’t get those numbers.”

Cohn, who is retiring at the end of June, was named the 2017 state superintendent of the year.

He’ll take home another accolade this month, the Elson S. Floyd Award, named for the Washington State University president who played a key role in establishing the WSU Everett campus. The award by Economic Alliance Snohomish County honors a visionary leader who through partnership, tenacity and a strong commitment to community has created lasting opportunities, especially for those who have traditionally been underserved.

OLIVIA VANNI / THE HERALD

Superintendent Gary Cohn at the Everett Public School Community Resource Center in Everett.

The award, first given in 2017, will be presented at the alliance’s eighth annual meeting and awards celebration May

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John Dickson, chief operations officer at Coastal Community

Bank, nominated Cohn for the honor and noted that under his watch “the district has increased graduation rates, increased

and maintained test scores above the state averages, all while keeping the district fiscally stable.”

The makeup of students in the district has changed dramatically over the time Cohn has been superintendent.

More students come from homes where English is a second language. At the same time, low-income students are defying expectations.

The number of students taking college-level Advanced Placement classes has risen. World language enrollment has more than doubled.

One of Cohn’s priorities has been to eliminate barriers to student success — whether that means paying a student’s AP test fees or bringing health services into the schools.

However, education doesn’t stop when See MANTRA, Page 10

Mayor Barbara Tolbert is a tireless advocate for Arlington and the county.

By Janice Podsada Herald Writer

ARLINGTON — For Mayor Barbara Tolbert, the biggest benefit of a strong local economy is the extra hour or two it saves — enough time to attend a kid’s softball or soccer game.

“If there are enough family wage jobs here, then people don’t have to commute to Everett or Seattle,” said Tolbert, the mayor of Arlington.

“If you’re not sitting in traffic, there’s more time to take in a game or have dinner at home,” she said.

And residents who want to stay in town and buy a home or raise a family have the option.

Tolbert, who was elected mayor in 2012, had to make some “tough

decisions” in those first few years, she said.

To get the city back on sound fiscal footing, she had to cut staff and services and merge some city departments.

Downtown Arlington, for example, is flourishing — its main street is “a healthy mix of legacy and millennial businesses,” Tolbert said.

Last year, the city issued more than 80 new business licenses.

Tolbert is this year’s recipient of the Henry M. Jackson Award, which is given by Economic Alliance Snohomish County to someone who shows “exemplary service to the community and is committed to the business interests of the region,” according to the organization.

OLIVIA VANNI / THE HERALD

Barbara Tolbert talks about some of the emails she receives from community members.

The award, established in 1977, is named for the former U.S. senator from Everett. It will be presented at the alliance’s eighth annual meeting

and awards celebration May 23 at the Tulalip Resort Casino.

Nominator Diane Kamionka, who established TheLab@everett

business incubator and is developing an Arlington satellite, described Tolbert as “relentless in promoting the economic and community good of

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Tolbert’s leadership resulted in national recognition for Arlington as an entrant in the America’s Best Communities competition. The private $10 million campaign supports small town revitalization projects.

Arlington was named one of the competition’s eight finalists in 2016 and received $100,000 to further its economic development.

“The city put that toward town projects to clean up main street and build some pop-up parks,” Kamionka said.

Tolbert also has been recognized for her leadership in the Stillaguamish Valley revitalization project, conceived after the 2014 Oso mudslide that killed 43 people. The Stilly Valley project was intended to hasten the See PROGRESS, Page 10

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May 2019 The Herald Business Journal

Mantra

Progress

From Page 8

From Page 9

Cohn said.

“We really need to help kids look beyond high school. We want them to have family-wage jobs and have fulfilling lives,” Cohn said.

To advance those goals, the school district has partnered with the Rotary Club of Everett, Everett Community College and other institutions to introduce students to college and other post-secondary options, starting when they’re in elementary or middle school.

According to Washington Roundtable, the nonprofit public policy group, fewer and fewer jobs in the state will be available to those with only a high school diploma. Further, of the more than half-million jobs that will open up in the next few years, more than two-thirds will require post-secondary education, such as college, trade or technical training, or apprenticeships.

“We want to prepare the way for kids to be college or career or military service-ready,” Cohn said.

To illustrate the point, Cohn harkens back to his track-and-field days.

“I remember my junior high coach telling me, ‘Gary, if you run up to the finish line and stop, you’ll never win a race,’” he said.

“I tell kids, ‘Pick a point beyond the finish line and run for that point.’ ”

after the tragic slide.

“Partnering with neighboring Marysville, she has led the effort to win approval of the Arlington-Marysville Manufacturing Industrial Center,” Kamionka wrote.

Tolbert worked closely with Marysville officials to gain recognition for the manufacturing center, a 4,000-acre swath of land spanning the two cities.

In June, it’s expected that the Puget Sound Regional Council will recognize the development as a regional manufacturing center, Tolbert said.

With recognition comes greater visibility and being eligible to compete for federal highway funds, Tolbert said.

It’s hoped the center will generate more than 20,000 additional manufacturing and industrial jobs over the next 20 years.

OLIVIA VANNI / THE HERALD

Barbara Tolbert shows one of the many thank you notes she has received over the eight years she has been mayor of Arlington.

Currently, there are 8,000 jobs and more than nearly 300 businesses, Tolbert said.

“It’s been growing,” she said.

The manufacturing center includes Arlington Municipal Airport, an important economic driver and site of one of the largest general aviation events in the nation, the Arlington Fly-In. Tolbert became executive director of the Fly-In, a largely volunteer nonprofit group, in

1994.

“I applied for the sole purpose of getting my pilot’s license,” Tolbert said with a laugh. She eventually soloed in a Cessna 172, but civic duties don’t leave her much time to fly.

Tolbert helped turn the Fly-In into the third largest general-aviation event in the nation, drawing more than 30,000 visitors and nearly 1,000 airplanes last year.

She still serves the event in

a volunteer capacity.

Tolbert’s experience in the nonprofit sector has served as her guide to good government.

Nonprofits, said Tolbert, have to live within their means and justify their use of money.

“Not bad principals to live by,” she said.

Her community involvement hasn’t been limited to the Arlington area.

After the Oso mudslide, Tolbert joined local civic leaders, business owners and neighbors in creating a 152-page plan to strengthen the economy of the Stillaguamish Valley, focusing on Arlington, Darrington and the communities in between, including Oso. The plan drew its strength from its many voices, including Darrington Mayor Dan Rankin, she said.

“It’s amazing how willing elected officials and agencies are willing to partner in Snohomish County,” Tolbert said. “We’re all stronger together.”

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CEO: Created a ‘priceless addition to our community’ From Page 6

Jammed baggage carousel? Smith excuses himself, leaps over the delivery belt and dislodges the offending suitcase.

“I fix things as needed,” he said, sitting back down to continue the interview.

Smith is this year’s recipient of the John M. Fluke Award, given by Economic Alliance Snohomish County to an individual who has demonstrated entrepreneurial spirit and community leadership.

Established in 1970, the award is named for the founder of Fluke Corp.

The award will be presented at the alliance’s eighth annual meeting and awards celebration May 23 at the Tulalip Resort Casino.

Nominator Olivia Maisel, manager at Northwest Staffing Resources in Everett, wrote: “Brett, through Propeller Airports, has created countless opportunities for economic growth, job development, and added quality of life to the Snohomish County area.”

“The addition of a commercial air terminal to Paine Field will draw in more businesses and will also provide additional opportunities for trade through the Port of Everett,” Maisel said.

“Brett’s commitment to the community, his entrepreneurial vision, and forward thinking culminated in a priceless addition to our area.”

She’s not alone in her admiration. Smith’s fans include commercial real

estate agents, business owners and a single mother whose new job at the terminal took her out of the food bank line.

Commercial passenger service has given the region new cachet, said Snohomish County Executive Dave Somers.

The number of potential investors “both locally and nationally who are now giving Snohomish County a second look” is rising, Somers said.

It’s early yet — the terminal opened March 4 — but the operation has already generated about 300 jobs.

The project has also earned Propeller this year’s “Innovation Award” from the National Council of Public-Private Partnerships, a nonprofit group.

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Propeller Airports and the county signed a 30-year lease agreement, a publicprivate partnership. Paine Field is the first U.S. airport with a privately built and managed commercial airline passenger operation within a publicly owned airport, said Jason Washington, the director of the council.

“There are 504 airports across the U.S. that offer commercial flights,” said Washington, “and new ones rarely join that list, making the addition of Paine Field even more significant.”

In his stepped-up duties as skycap, purser and handyman, Smith is privy to the unfiltered opinions of travelers.

So far, they like what they see, he said, comparing the

leather and glass interior of the terminal to a VIP lounge or grand hotel.

“People are getting off the plane and taking pictures of the terminal,” he said. “Who takes photos of an airport?”

A few naysayers have sought him out and told him, “‘If I knew how nice it was going to be, I would have never opposed it,” Smith said.

To be sure, there are a few snags, he said.

Among them: Travelers who find the lounge so comfortable they fall asleep and miss their flight, and ticket holders who forget they need to check in with the airline about an hour before their flight.

“That’s my fault,” said Smith. “I’ve been saying how it takes only a few minutes to

get through TSA.” Would he do it all over again? Yes yes, yes.

Next time, though, “I would probably build a new terminal for an already existing passenger airport.”

For passenger service to begin, Paine Field needed federal approval, and that process was lengthy.

A long vacation would be nice, but for now more time with his dog, Theo, will do.

(Smith’s Wheaten Terrier made the inaugural dash from one gate to the next.)

Still, Smith has those pinch-me moments when he catches sight of the gleaming steel-and-glass terminal, and can’t believe it’s really built.

How to describe that feeling? “Should I say this?” he said “I could die a happy man.”

Are You Or Aren’t You? From simple sprains to major pains, the doctors at Ankle & Foot Clinic of Everett are trained exclusively to diagnose and treat ankle and foot problems.

(425) 595-5158

WHY CHOOSE BUSINESS WISE INSURANCE? As a Financial Educator member of AFE, we are dedicated to educating your employees with Consumer Financial Protection Bureau (CFPB) workshops. Employers choose from dozens of 40 minute financial topics and they don’t even have to be a client. Call (866) 899-6014 to schedule your free workshop and support the CFPB initiatives to raise your employees financial awareness.

When your foot pain persists and you want your life back, make an appointment to find out if you are a candidate for PRP (Platelet Rich Plasma) injections!

3131 Nassau Street • Everett, WA 98201 (across from Providence Everett Medical Center, Pacific Campus)

We proudly support:

425-339-8888

www.ankleandfootnorthwest.com

The Herald Business Journal

May 2019

13

Watch out for the ‘negative bias’ in feedback

B

ack in 2007, service are more survey regarding our David H. likely to submit level of satisfaction with a Freedcomments than purchased light bulb. man wrote a very customers who Firms have to be careperceptive article were satisfied. ful not to wear out their about customer ■■ And nega- welcome and not assume comments. It tive information that the customer has nothwas titled, “Ask travels faster, ing better to do than fill out and You Shall Be and farther, a response form. Routinely Misled.” Freedthan positive sending out response, JAMES man explained: information. evaluation or opinion McCUSKER “Customers can Of these, the forms to follow up on every MANAGEMENT first is the one tell you a lot. But purchase shows a disrespect sometimes they most businesses for customers and invites a 101 don’t know what must deal with. “no-response” in return. they’re talking The second has A more productive about.” been accelerated by the approach to the probIt is a helpful reminder internet and, especially, lem of negative-comment that information gathered “social media,” where truth bias is to analyze the data from customer comments doesn’t always win out. that you already have. or evaluations often Fortunately, most smaller For most companies, the contain elements that are businesses don’t have to deal best measure of customer irrelevant, inaccurate, with that on a routine basis. response is found in the mistaken or biased. And The tendency of unsatiscustomer activity file. A satisif you don’t cull those out fied customers to express fied customer comes back; somehow, you could end complaints while satisfied most dissatisfied customers up modifying or dropping a customers are silent can are never heard from again. product or service that the be countered to a degree While most retail busioverwhelming majority of by more actively seeking nesses are highly depenyour customers really want responses, instead of just dent on repeat business, and like. waiting for the incoming other businesses can vary Internet use has expanded comments. This is usually widely regarding the nature greatly since 2007, but it does the reason why your inbox is and importance of repeat not seem to have improved filled with requests for your customers — and the role the quality or general validity opinion on a purchased of referrals. There are some of customer comments. Most product or service. Some of businesses or services where people by now have probably these requests are ridicurepeat customers are not made an online purchase lously out of proportion to expected. If you successfully that was disappointing, even the transaction. Our office, defend someone in a murder though it had high customer for example, was recently trial, for example, you would ratings. And most of us have presented with a two-page not ordinarily expect that the made at least one hurried purchase that turned out to be perfect, even though, belatedly, we discovered that most customers didn’t like it. of Marysville Human psychology plays an important role in making European • Japanese • Domestic and interpreting customer comments, and two of our behavior patterns are espeOne Day Service/Rebuilds in Stock cially important. Our psycho36 mo. Unlimited Mileage. logical makeup predates the internet, of course, but Warranty Available these patterns have assumed more importance now that it Free Local Towing w/Major Repair is generally easier to access, compile and analyze that www.edstransmissions.com type of information.

Two behavior patterns or (360) 653-1835 tendencies stand out: ■■ Customers who are not 10226 State Ave. Marysville satisfied with a product or

Transmissions

client will return for another.

A successful outcome in civil litigation, though, might lead to more legal service, either for that client or through a referral.

If you have set up your sales system correctly, you already have the repeat customer information, although you might have to reshape it into a form that supports analysis and decision support. If you cannot access that kind of data with your information system, change the system.

Comparing the data on repeat customers with the data from customer comments and responses to surveys will allow you to estimate the level of negative bias in the comments and responses. This will help you to decide whether you have a problem that is serious, one that can be managed or one that can safely be ignored.

Managing a customer dissatisfaction problem is expensive, and you will need to develop a decision system which takes that into

account when responding to a customer’s negative comment. If the customer is contacted, though, it should be done with the idea of accepting the challenge of converting that dissatisfaction into lasting loyalty. It costs money, but a converted customer is not likely to keep it a secret — a behavior pattern that can help build your potential customer base. That can’t hurt, especially in these times when the cost of acquiring a new customer is so high.

ANAT COHEN TENTET Musical Director, Oded Lev-Ari Friday, May 17 | 7:30 pm | $19–$49

Clarinetist-saxophonist Anat Cohen has won hearts and minds the world over with her expressive virtuosity and delightful stage presence. Born in Tel Aviv, Anat exemplifies the growing role of both women and international musicians in contemporary jazz.

2019/20 SEASON PREVIEW EVENT Wednesday, May 8 | 7:00 pm

FREE | All are welcome!

Join us to learn about the amazing performances scheduled for ECA’s 2019/20 Season!

This complimentary event is a special opportunity to learn about our exciting line-up for the upcoming season, including ECA’s Saturday Matinees and Film Cabaret Series!

PLUS: Take this opportunity to reserve our best seats and enjoy a 30% savings when you purchase a Full Season Subscription, and discover the benefits of being an 8+ or 5+ Show Pack subscriber.

After the reveal, join us for complimentary cookies & coffee in the lobby — and the opportunity to purchase a full season subscription, 8+ or 5+ show packs, and single tickets from the box office before they go on sale online on Thursday, May 9th at 12 noon.

ec4arts.org | 425.275.9595 410FOURTHAVENUENORTH EDMONDSWA98020

14

May 2019 The Herald Business Journal

BUSINESS LICENSES Arlington

Information

Astropolis Daycare, 2005 184th St NE, Arlington, Child Care Service Bountiful Fields Farm, 20822 79th Dr NE, Arlington, Farms Green Hills LLC, 25803 Dahl Rd, Arlington, Nonclassified Establishments Haller Bar & Grill, PO Box 3445, Arlington, Restaurants Hexi-Tech LLC, 224 288th St NE, Arlington, Nonclassified Establishments Nelson Technologies, 256 Th St NE, Arlington, Nonclassified Establishments Summit Flower Farm, 19210 3rd Ave NE, Arlington, Florists-Retail Walker Brothers Commodities, 18826 Crown Ridge Blvd, Arlington, Consultants-Business Nec Island Property Management, 3405 172nd St NE, Arlington, Real Estate Management I Buy Trailers, 16910 59th Ave NE, Arlington, Trailer-Sales

Edmonds

Bothell Custard & Things Hawaii, 16029 41st Ave SE, Bothell, Food ProductsRetail E & M Painting LLC, 2217 182nd Pl SE, Bothell, Painters Madera LLC, 17622 Clover Rd, Bothell, Nonclassified Establishments My Lovely Letters LLC, 20503 Filbert Dr, Bothell, Nonclassified Establishments Still Growing, 16013 35th Dr SE, Bothell, Nonclassified Establishments Strix Inc, 1725 220th St SE, Bothell, Nonclassified Establishments Hope Rising Clinic, 1909 214th St SE, Bothell, Clinics Nitro K, 17624 15th Ave SE, Bothell, Nonclassified Establishments Pro Service LLC, 17624 15th Ave SE, Bothell, Services Nec W A Bothell Self Storage LLC, 1832 180th St SE, Bothell, Storage-Household & Commercial Mid City Builders LLC, 169 Th St SW, Bothell, Building Contractors Wonderland Developmental, 1909 214th St SE, Bothell, Nonclassified Establishments

Darrington Foggy Creek Arts, PO Box 1038, Darrington, Arts Organizations &

45th Poke Bar, 23607 Highway 99, Edmonds, Bars Coastside Desserts, 8040 Cyrus Pl, Edmonds, Food Products-Retail Deborah Wiener Pllc, 1012 Viewland Way, Edmonds, Nonclassified Establishments Eagle Point Corp, 9901 242nd Pl SW, Edmonds, Nonclassified Establishments Happy Heart Families, 715 Alder St, Edmonds, Nonclassified Establishments Heidi Walker Photo, 7321 215th St SW, Edmonds, Photography Hello Banana, 24122 76th Ave W, Edmonds, Nonclassified Establishments Journeys Coaching, PO Box 755, Edmonds, Nonclassified Establishments K A Salon, 120 W Dayton St, Edmonds, Beauty Salons Pawsitively Golden Boutique, 16912 Talbot Rd, Edmonds, Boutique Items-Retail Saxon Studios LLC, 23632 Highway 99 # 504, Edmonds, Nonclassified Establishments Toniac Coffee & Toast, 23416 Highway 99, Edmonds, Coffee Shops World Fresh Asian Eatery, 23416 Highway 99 # B, Edmonds, Restaurants His Word Found Here, 17802 Vista Del Mar Dr, Edmonds, Nonclassified Establishments Key Harbor Insurance Group, 22727 Highway 99, Edmonds, Insurance Northpoint Washington LLC, 7416 212th St SW, Edmonds, Nonclassified Establishments

Everett A & D Market, 611 60th St SE, Everett, Food Markets Altra Health Care Pllc, 5532 148th St SE, Everett, Health Services Ames Mechanical, 5118 S 3rd Ave, Everett, Mechanical Contractors Bar Z, 3414 Everett Ave, Everett, Bars Beyondbio Consulting LLC, 3410 124th Pl SE, Everett, ConsultantsBusiness Nec Cowling & Co LLC, 1902 120th Pl SE, Everett, Nonclassified Establishments Desiparidhaan, 3131 92nd Pl SE, Everett, Non-

classified Establishments Emerald Blooms LLC, 16 120th St SE, Everett, Nonclassified Establishments Feodo Design, 12419 22nd Ave SE, Everett, Nonclassified Establishments Funnel Gauge LLC, 1001 N Broadway, Everett, Nonclassified Establishments J W World Resources LLC, 1712 Pacific Ave # 204, Everett, Resource & Referrals Port Gardener Craftsmen, 3310 Nassau St, Everett, Lawn & Grounds Maintenance Revelry Design, 5010 Seahurst Ave, Everett, Nonclassified Establishments Skeleton Crystals, 11401 3rd Ave SE, Everett, Meditation Organizations Super Q Cuts Hair Salon LLC, 125 58th Pl SW, Everett, Beauty Salons T G Injera, 12225 29th Ave W, Everett, Nonclassified Establishments Wandering Weenie, 4226 Riverfront Blvd, Everett, Restaurants Ware Me Down, 2618 123rd Pl SE, Everett, Nonclassified Establishments West Hills 76, 11401 58th Ave SE, Everett, Service Stations-Gasoline & Oil Yoki’s, 10710 Evergreen Way, Everett, Nonclassified Establishments Kfresh, 1105 Hewitt Ave, Everett, Nonclassified Establishments Garage Massage Svc, 1915 Broadway, Everett, Massage Therapists Davita Snohhmomish Kidney, 2707 Colby Ave, Everett, Kidney Dialysis Centers Higher Line Solutions LLC, 2624 Oakes Ave, Everett, Nonclassified Establishments U-Haul Neighborhood Dealer, 222 SW Everett Mall Way, Everett, Truck Renting & Leasing You A Bakery, 11114 Evergreen Way, Everett, Bakers-Retail Fast Flashings LLC, 3301 Cedar St, Everett, Flashing-Wall & Roof & Etc Mia Bella Beauty Salon, 12811 8th Ave W, Everett, Beauty Salons Iglesia Adventista Del Septimo, 2005 Colby Ave, Everett, Churches United Airlines, 100 Th St SW, Everett, Airline Companies Aries Security, 6320 Evergreen Way, Everett, Security Control Equip & Systems-Whls Tienda Mexicana Las Glorias, 9610 Evergreen Way, Everett, Restaurants

El Margarita Mariscos Bar, 9506 19th Ave SE, Everett, Bars

Gold Bar Winkle & Sons General Contr, 40830 Wallace Falls Loop Rd, Gold Bar, General Contractors Bond Construction Svc, 8009 Robe Menzel Rd, Granite Falls, Construction Companies Driscoll Stone & Tile, PO Box 1768, Granite Falls, Stone-Retail Optimistic Home Solutions LLC, 417 101st Dr SE, Lake Stevens, Nonclassified Establishments Rear Forest, 2515 99th Ave NE, Lake Stevens, Nonclassified Establishments Shadowood Stables, 13828 28th St NE, Lake Stevens, Stables D G Mowers & Power Equipment, 20 Th St SE, Lake Stevens, Lawn Mowers

Lynnwood # 1 Angels Heart Adult Family, 17025 20th Ave W, Lynnwood, Nonclassified Establishments A Blessed Life Afh LLP, 15909 2nd Pl W, Lynnwood, Nonclassified Establishments Boutique, 2816 203rd St SW, Lynnwood, Boutique Items-Retail

By Maya, 19725 48th Ave W, Lynnwood, Nonclassified Establishments Cafe KLEO, 3928 149th Pl SW, Lynnwood, Restaurants Drama Fauna, 14833 35th Ave W, Lynnwood, Nonclassified Establishments Get Cozy With Rhi, 3711 164th St SW, Lynnwood, Nonclassified Establishments Golden Pigs LLC, 4210 198th St SW, Lynnwood, Nonclassified Establishments Gravitas Consulting LLC, 20927 13th Pl W, Lynnwood, ConsultantsBusiness Nec I Fly Forever, 13811 Beverly Park Rd, Lynnwood, Nonclassified Establishments I Z Construction LLC, PO Box 1252, Lynnwood, Construction Companies Mediterranean Furniture Hse, 14920 Highway 99, Lynnwood, FurnitureDealers-Retail Mundo Da Romi, 17800 60th Ave W, Lynnwood, Nonclassified Establishments Paramount Performing Arts LLC, 20025 11th Ave W, Lynnwood, Performing Arts Pashacelik Enterprises LLC, 16520 Larch Way,

Lynnwood, Nonclassified Establishments Q C Cleaners, 4525 164th St SW, Lynnwood, Cleaners Refined Hardwood Floors, 3229 156th St SW, Lynnwood, Hardwood Flooring (Mfrs) Reliant Trading Group Inc, 18117 36th Ave W, Lynnwood, Nonclassified Establishments Select Floors Nw LLC, 4413 146th Pl SW, Lynnwood, Floor Laying Refinishing & Resurfacing Studio 4 Brow Eyebrow, 15215 28th Ave W, Lynnwood, Miscellaneous Personal Services Nec Taqueria Puebla, 16716 Highway 99, Lynnwood, Restaurants Julie Hair, 13624 Highway 99, Lynnwood, Beauty Salons Glitch Group LLC, 13813 Highway 99, Lynnwood, Nonclassified Establishments Ksc Design Distribution, 15806 Highway 99, Lynnwood, Distribution Services Mathnasium, 5031 168th St SW, Lynnwood, Tutoring Ok Barbershop, 15620 Highway 99, Lynnwood, Barbers Brothers Chinese Restaurant, 52 ND Ave W W, Lynnwood, Restaurants U Lin LLC, 1120 164th St SW, Lynnwood, Restaurants

Marysville #Momo Adult Family Home, 8209 50th Ave NE, Marysville, Homes-Adult Blues Frozen Yogurt LLC, 11305 54th Dr NE, Marysville, Yogurt Collective Metal Works, 8500 Grove St, Marysville, Metal GoodsManufacturers Cord Electric LLC, 8204 30th Pl NE, Marysville, Electric Contractors G R Landscaping Maintenance, PO Box 1805, Marysville, Landscape Contractors Gabolena, 7316 51st Ave NE 7316 51st Ave, Marysville, Nonclassified Establishments Kelly Blasting, PO Box 1678, Marysville, Demolition Contractors Nova Reptiles, 1068 State Ave, Marysville, Reptiles To The Point, 5900 64th St NE, Marysville, Nonclassified Establishments Cascade Care Svc LLC, 1106 Columbia Ave, Marysville, Services Nec Private Client Fiduciary, 4229 76th St NE # 105, Marysville, Fiduciaries V2 Transport LLC, 60 Th St NE, Marysville,

Trucking Regis Salons, 8924 Quil Ceda Blvd, Marysville, Beauty Salons

Mill Creek A & O Trade LLC, 3810 135th St SE, Mill Creek, Nonclassified Establishments C F Shop LLC, 2526 143rd Pl SE, Mill Creek, Nonclassified Establishments Cohn 2 Cohn LLC, PO Box 12383, Mill Creek, Nonclassified Establishments Jedi Farms LLC, 15833 Mill Creek Blvd # 12304, Mill Creek, Farms KAMA Rati Life LLC, 13502 44th Dr SE, Mill Creek, Nonclassified Establishments Shuranail, 14719 Main St, Mill Creek, Nonclassified Establishments Wei Letters, 1312 Mill Creek Blvd, Mill Creek, Signs (Mfrs) Barrett Services Inc, 1318 151st Pl SE, Mill Creek, Services Nec Silver Firs Family-Implant, 13209 44th Ave SE, Mill Creek, Nonclassified Establishments General International Freight, 2603 161st St SE, Mill Creek, TruckingMotor Freight

Monroe Adventure Travel Trade Assn, 14751 N Kelsey St, Monroe, Business & Trade Organizations Bellezza Dolce, 14853 Sykes Dr SE, Monroe, Beauty Salons Design Well Spent Co LLC, 342 S Sams St, Monroe, Nonclassified Establishments Mountain Man-Made LLC, 15155 172nd Ave SE, Monroe, Nonclassified Establishments Quest 4 Vintage & Fine Arts, 15068 Austin Ave SE, Monroe, Artists-Fine Arts Rummel Real Estate LLC, 14911 Chain Lake Rd Pmb 305, Monroe, Real Estate Management Sea City Corals, 13721 199th Ave SE, Monroe, Coral Mack & Sons Concrete, 237 N Madison St, Monroe, Concrete Contractors Monroe Lash Lounge, 909 W Main St, Monroe, Beauty Salons

Mountlake Terrace Ott-Sakai & Assoc LLC, PO Box 247, Mountlake Terrace, Services Nec Prism Behavioral Consulting, 23007 66th Ave W, Mountlake Terrace, Mental Health Services Precision Concrete LLC, 23601 56th Ave W,

Mountlake Terrace, Concrete Contractors Canyon LLC, 244 Th St SW, Mountlake Terrace, Nonclassified Establishments

Mukilteo Complete Home Solutions, 11108 Chennault Beach Rd # 612, Mukilteo, Nonclassified Establishments

Snohomish Amore Ovunque LLC, 13407 79th Ave SE, Snohomish, Nonclassified Establishments Apj Contractors Inc, 5232 Pilchuck Tree Farm Rd, Snohomish, Contractors Bronson Trucking LLC, 13030 27th St SE, Snohomish, Trucking Echo Falls Marketplace, 11510 204th St SE, Snohomish, Food Markets Enhancements LLC, 22024 106th Ave SE, Snohomish, Nonclassified Establishments Grayson Imagery, 6202 60th St SE, Snohomish, Nonclassified Establishments Mama’s Makins, 525 Avenue D, Snohomish, Nonclassified Establishments Realcap Investments Of Fl LLC, 21609 Echo Lake Rd, Snohomish, Investments Restoration Mental Health Svc, 13030 27th St SE, Snohomish, Mental Health Services Sans Pareil LLC, 16802 57th Ave SE, Snohomish, Nonclassified Establishments Edward Jones, 2809 Bickford Ave, Snohomish, Financial Advisory Services Water Co Of The Pac Nw, 403 Maple Ave # G, Snohomish, Water Companies-Bottled/Bulk & Etc Relion Battery LLC, 1800 Bickford Ave, Snohomish, Batteries-StorageRetail Fulfillnow Corp, 1311 Bonneville Ave, Snohomish, Nonclassified Establishments Sweet Bee Home, 1204 1st St, Snohomish, Nonclassified Establishments

Stanwood Remax Associated Brokers, 8616 271st St NW, Stanwood, Real Estate

Sultan Mountain View Brew, 36023 State Route 2, Sultan, Brewers (Mfrs) Ksr Health Care LLC, 507 W Stevens Ave, Sultan, Health Services

The Herald Business Journal

May 2019

15

MAY

is National Replacement Window Month at Renewal by Andersen Call before May 31st!

SAVE 20% on windows

Money Down

1

SAVE 20% on patio doors 1

plus

Take an extra $200 off your entire order1

0 0 0%

$ with

Interest

Payments

Interest

for 1 1/2 years1

Why did we declare May National Replacement Window Month?

Because you’ve just about had it with your drafty, uncomfortable rooms! Get this project done and get relief with this special May-only offer!

Why Renewal by Andersen?

• Renewal by Andersen is • Our factory-trained • Our exclusive the full-service replacement composite Fibrex® Certified Master window division of Installers have years of windows are not Andersen, a 116-year-old experience installing only beautiful, they’re family-owned company only windows and patio remarkably strong, with a reputation for doors, and they’ll treat offer superior energy excellence in window and you and your home with efficiency and require patio door craftsmanship. minimal maintenance.* the utmost respect.

Call to schedule your FREE Window and Patio Door Diagnosis

253-215-2422 • 360-727-1331 425-553-2808

1 Offer not available in all areas. Discount applied by retailer representative at time of contract execution and applies to purchase of 4 or more windows and/or patio doors. Offer cannot be combined with other promotions or offers. To qualify for discount offer, initial contact for a free Window and Patio Door Diagnosis must be made and documented on or before 5/31/19 with the appointment then occurring no more than 10 days after the initial contact. No APR for 18 months available to well qualified buyers on approved credit only. Not all customers may qualify. Higher rates apply for customer with lower credit ratings. Financing not valid with other offers or prior purchases. No Finance Charges will be assessed if promo balance is paid in full in 18 months. Renewal by Andersen retailers are independently owned and operated retailers, and are neither brokers nor lenders. Any finance terms advertised are estimates only, and all financing is provided by third-party lenders unaffiliated with Renewal by Andersen retailers, under terms and conditions arranged directly between the customer and such lender, all subject to credit requirements. Renewal by Andersen retailers do not assist with, counsel or negotiate financing, other than providing customers an introduction to lenders interested in financing. Renewal by Andersen of Washington License Number: RENEWAW856K6. “Renewal by Andersen” and all other marks where denoted are marks of Andersen Corporation. ©2019 Andersen Corporation. All rights reserved. ©2019 Lead Surge LLC. All rights reserved. *See limited warranty for details.

16

May 2019 The Herald Business Journal