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Name: Size:

Helena B2B Magazine 7.5” x 5”

contents Fall 2015 // Vol. 3 // No. 2

photo credit: Helena Independent Record

helena area chamber education committee

development of lewis & clark County

22-25

helena: the queen city

6 ways to build lasting customer relationships

ribbon cuttings

watch share & be safe: tunE in to safety

up close with local businesses

also in this issue 4 7 13 21

welcome from the editor New staff & save the dates get in on the charming of helena cvb unveils new photo at airport center

targeting ideal customers

the importance of ergonomics

Fall 2015

A Publication of the

225 Cruse Ave, Suite A Helena, MT 59601 (406) 442-4120 Fax: (406) 447-1532 helenachamber.com

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Cover & Feature Portraits

welcome T

his edition of the Chamber’s Business to Business Connection (B2B) has a focus on some of our member businesses – always insightful to read about their businesses and what makes them special and meaningful to them. Hopefully you will enjoy our “up close and personal” interviews with the owner/ managers and see what makes them shine as businesses in the Helena area. We especially want to thank the guest columnists for taking the time to be included. We really try to find a different angle, a different story or a uniqueness that you haven’t read about before. This being our 125th year as the oldest chamber in Montana, we are working to make it a memorable year – so watch for new member benefits we are almost ready to roll out! We have recently seen some changes in staffing at the chamber and were very sorry to lose Jennifer duToit who had an amazing opportunity to go back to school to get her Masters Degree. We wish her well as she takes on this higher

level of schooling. It was perfect that our new Office Coordinator, Kayla Pollard was highly qualified for the Communications Position and thus moved up to that job for the chamber. Kayla will also lead the Young Professionals group for the chamber. Margaret Hennen is now our new Office Coordinator and comes to us from Missoula. Margaret is a great fit for our super Chamber Team and we are happy to have her on board. (See bios for both Kayla and Margaret elsewhere in this issue!) Stop by the Chamber office and have a cup of coffee with us – we love it when members come by for a visit! Bring us your brochures for the lobby visitor center! Cathy Burwell // President/CEO

Cathy Burwell Helena Photography

Message from the Editor

T Local Contributing authors Eric Bryson Kelly Creswell Marjean Heisler Kayla Pollard

© 2015 All rights reserved. The information contained within this document may not be reproduced in whole or in part without the express written permission of the Helena Area Chamber of Commerce. Every effort was made to ensure accuracy of information in this publication; however, due to the passage of time and the anomalies inherent in the publishing process, we cannot be responsible for errors or incorrect information. 4

his past summer has been one for the books. From graduating from Carroll College to moving up into the Chamber Communications and YP Director position, I have never found myself to be so appreciative. Helena has not always been my home but as I started college in 2011, thanks to the community and businesses, I now feel like Helena is my home. Being a part of the Helena community has always been a dream of mine. As I began my job hunt before I graduated, I was so pleased to see openings at the Chamber as this would be a chance to begin my journey into being involved in the community. Starting out as the Office Coordinator, I was able to learn about our local businesses and beautiful city. I have enjoyed working with tourists who stop by or call on the phone looking for information. Someone wants my input! Moving up to the Communications

and YP Director position has allowed me to connect further with businesses and their managers, owners, and employees. Working on my first B2B magazine, I was able to meet some new faces and see the constant support from the community towards businesses. I have enjoyed getting to know our members and look forward to meeting more in the near future! I am always available to answer questions or help with concerns about your business investment in the Helena Chamber. I look forward to continuing to serve our remarkable members. Kayla Pollard // Communications and YP Director

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Hi there! Let me introduce myself, my name is Kayla Pollard and I will be serving you all as your Chamber Communications and YP Director. I am so excited to better get to know you all and to be more involved with the Chamber members. Growing up in Beaverton, Oregon, I always believed that I would graduate from college and end up working at Nike in a Product Management position, enjoying the many places to eat and the local craft beer during my free time. Little did I know, I had bigger skies ahead of me, and even better local beer at my beckon call! During my 4 years spent at Carroll College studying Business Administration, focusing in Marketing and Management,

I began to find myself falling in love with Montana, more importantly, Helena. I began to admire the small town feel and the beautiful nature that surrounds my new found home. While interning at the Behavioral Health Unit under Rebecca Chance during my junior year, I began to see how community oriented Helena is, and it quickly became something that I wanted to be a part of. Once learning of the openings at the Chamber, I knew that this could be my way to get involved in the community and local businesses. I am so happy to have the opportunity to be a part of the community. I have enjoyed my past 7 months at the Chamber and look forward to the many more opportunities I have to serve you!

As a native to Montana I grew up in Missoula where I attended Loyola Sacred Heart High School, and College at the University of Montana with a Major in Sociology and Minor in Communications. After graduating I moved to Chicago and spent two great years there, after discovering how much I missed Montana I moved back to Missoula where my then fiancĂŠ finished Law School at the University of Montana. We recently got married and took a wonderful honeymoon travelling though out California. My husbandâ&#x20AC;&#x2122;s job brought us here to Helena and I am looking forward to spending time in Helena where I can do many of my favorite activities such as hiking, running, baking, and spending time with my pug Daisy.

save these important dates October 27, 2015 - Lunch with Local Government Noon // Jorgensons January 14, 2016 - Chamber annual awards Luncheon Noon Febuary 2, 2016 - The Helena Area Chamber of Commerce Banquet 5:15pm // Lewis and Clark County Fairgrounds Expo Center For Reservations: RSVP to Chamber Office - 442-4120

Fall 2015

helena area chamber Education Committee

ans of the NPR program “ A Prairie Home Companion” are familiar with the velvety voice of narrator Garrsion Keillor extolling the virtues of his fictional Minnesota hometown, Lake Wobegon, where “the women are strong, the men are good-looking, and all the children are above average.” Had Keillor added “where the Chamber of Commerce supports education”, he could very well have used Helena as the backdrop for his tales. The Helena Chamber supports education so much so that it has an Education Committee, comprising representatives of K-12 education, small businesses, postsecondary education, large businesses, nonprofits, and community members. The Helena Chamber of Commerce Education committee has three main objectives: 1. Increase our understanding and awareness of the educational environment in the Helena community at all levels – K-12 and postsecondary, as well as alternative forms of education (e.g., apprenticeship, short-term training). 2. Strengthen existing school/business partnerships. 3. Develop new opportunities for the business community to engage with local educational institutions. The committee will spend the next few months learning about education in our community, promising practices from existing school/business partnerships, and businesses perspectives on workforce readiness in the Helena area. In January, the committee will develop strategies to improve the connection between business and education in the Helena community, and identify specific

Business to Business Connection

ways to build these connections. Fortunately, there are already many ways the Helena business community supports education, such as sponsorship of activities and events, classroom support, scholarships, internships, and more. The opportunity to strengthen existing connections and create new ones will be the work of the Education Committee this year. The committee welcomes involvement from education advocates and businesses from throughout the community. Business and education have a symbiotic relationship, in many ways: Workforce: Many businesses face skill shortages among their workforce – changing tools, technology, practices, and methods that are unfamiliar to their existing and/or prospective workers; as well as workforce shortages – simply put, not enough people to do the work. Businesses need skilled workers, ready to work. Students dream about the future, and education and career are big parts of those dreams. If they invest in their education, will they be prepared for the jobs of the future? Where will they work? What are the skills and talents that make them unique? How can they use these skills and talents in the workforce? How prepared are the workers leaving our educational institutions, and how prepared are businesses for the workforce of the future? Commerce: Last December, Forbes magazine declared 2015 the Year of the Millennial Customer, with projections of annual spending nationally among Millennials of $200 billion by 2017 and $10 trillion over their lifetimes. This generation of consumers does business differently than ever before, with high expectations when it comes to technology, the experience of buying, and who they are with when they do their buying. This generation is highly

By Kelly Creswell influential and is contributing to changed consumer behavior among their parents and grandparents, as well. And, they are strong in numbers. The U.S. Census Quick Facts for Lewis and Clark County states that we have more people under the age of 18 than we do over the age of 65 (21.9%, and 15.5%, respectively). Are businesses in our community attractive to young consumers? How are young people in the community shaping their perceptions about business and industry? Community: We’re all neighbors, whether we live, work, and shop in Helena, or one of the nearby towns that are also part of our community. When businesses support education, they convey to the school or college-and their studentsthat they believe in the work they are doing to prepare future generations to be contributing members of society. When businesses support education, they demonstrate their commitment to the community and build their presence among consumers. And, in supporting education, they may be laying the groundwork for their future employees to build a strong, positive impression of the work they do. When education partners with business, they get to hear firsthand about the skills and abilities businesses are seeking in their workers, and in turn, work with business to build understanding and expectations among emerging workers of business needs. Education, really, is everyone’s business! In the end, Lake Wobegon has nothing on Helena when it comes to business and education working together to create the best futures for students. n

Development & Growth of Lewis & Clark County

By Eric Bryson Since December of 2009, Eric Bryson has served as the Lewis and Clark County’s Chief Administrative Officer. Thanks to his roles as Gallatin County’s director of court services and a Bozeman city commissioner, his experience in planning and development serve to improve his county. Being able to live and work where he grew up has become a dream come true. photo credit: Helena Independent Record

Fun Facts from Lewis and Clark County Ninety Five percent (95%) of Lewis and Clark County’s 66,000 residents live on 10% of the land mass of the County. 98% of development in the last decade is in the Helena Valley Planning Area. Approximately 30,000 people live in the Helena Valley (outside the City of Helena and the City of East Helena), meaning that the unincorporated Helena Valley is the most populated area in the entire county. That’s right, the Helena Valley has more residents than the City of Helena. photo credit: Pat Doyle, MT State Parks

ecause of the explosive growth in the Helena Valley, the County has struggled with pro-active land use planning over the past decade. Without neglecting the communities of Augusta, Lincoln, Rimini, Marysville, York, Craig, Wolf Creek, Canyon Creek, Birsdeye, Lakeside, Hauser Lake, Canyon Ferry, and the incorporated town of Gillman (HA!), most of the attention related to land use and development has been focused on the Helena Valley Planning Area. We recognize that the development community and potential end users need predictability and a fair process before investing in Lewis and Clark County. Predictability is grounded in effective and rational planning principles, the cornerstone of which is our Growth Policy. Subdivision regulations, zoning,

annexation principles, and economic development tools are simply a means to accomplish an end. To define what it is we want to become, a community vision must be articulated in the Lewis and Clark County Growth Policy. Our current growth policy is being revised and we encourage anyone interested in the future of our community to become involved. You can find updated information on public outreach, draft documents, and our Key Issues Report on our website at http://www. lccountymt.gov/cdp.html. Once the growth policy is updated we need to have a serious conversation about the implementation strategies, which need to include public/private partnerships, zoning, annexation, and enhanced design standards adjacent to the City of Helena. Fall 2015

Infrastructure

Cooperation

If there are more people in the Helena In order to achieve any of the goals that Valley than within the city limits of might be established in the updated Helena, why do we continue to see a growth policy, we understand we need large disparity in the development of to continue our tradition of developing commercial property within the City and maintaining excellent working limits? If the City limits are the preferred relationships with our government location for commercial development, why counterparts. Additionally, we hope do we continue to see a disparity in the that the work conducted over the past number of new housing starts outside the few years has started to build positive city limits yet within the Helena Valley? working relationships with organizations Infrastructure. And politics. While and associations that interact with everyone advocates for local control, it is County government on a regular basis. the Montana Legislature that specifically We’ve included the Helena Building defines the authorities granted to Counties. Industry Association (HBIA) and Helena When it comes to land use planning Association of Realtors (HAR) throughout and development all our land use process outside incorporated updates to date. We’ve Growth, infrastructure municipalities, the planning, and coordination seen the fruits of those Legislature prescribes efforts by including will all play a key role in the outcome in advance; suggestions and input the continued success of one acre lots with an from multiple user Lewis and Clark County exempt well and an groups in the last on-site septic system. round of subdivision We don’t have large scale commercial regulation updates. We’ve adopted a development in the County because we standard County Public Works Manual, don’t provide the infrastructure necessary improved our Approach Permit process, to support such development activity. We and eliminated easement requirements see increasing housing starts outside the on newly created lots all in coordination incorporated municipalities because the with our partner organizations in up-front costs, standards, and regulations the community. The HBIA and HAR are lower than within the incorporated participated in the selection process for cities and towns. The end result is that the Director of Community Development our community experienced a shift in and Planning. We’ve reorganized demographics and population that has the entire Community Development far reaching and long term implications. and Planning department to include a Think schools (the Montana Legislature Community Development Coordinator. enacted a provision in the Subdivision We’ve created the position of Planning and Platting act that precludes the County Ombudsperson to assist applicants from denying a subdivision based on the through every planning related process impacts to schools), road infrastructure we require, and to act as an advocate (proportional share contribution from the for those requiring our services. The development only, with the remainder Community Development and Planning of the tax base paying the difference for Department has gone from 12 Full Time the improvements to the road network accessing the proposed subdivision AND the long term maintenance costs), law enforcement and fire protection, water quality and quantity (counties do not have the authority to determine adequacy of water availability when the State determines that a well is exempt from review), solid waste disposal, public safety facilities, flood mitigation, and annexation. Lewis and Clark County is expected to grow by 7,000 to 17,000 people in the next 20 years, so land use decisions and planning functions are at a critical point.

Business to Business Connection

Equivalent employees in 2010 to 8.75 in 2015. We are doing more with less and concentrating our efforts on improving the services we provide to the public. The County continues to partner with our outlying communities to ensure their continued growth and prosperity. The citizen initiated Resort Tax designations for Craig and Wolf Creek provide additional funding for necessary wastewater improvements. Without County, State, and sometimes Federal assistance to develop effective treatment facilities, those river communities were facing extinction. Even though Craig and Wolf Creek reap the direct benefits of the resort tax, the economic activity generated by those two communities benefit the entire region. We’ve partnered with Western Federal Lands to nominate road improvement projects on public roads accessing federal lands, and the net result is over $36 million dollars in road construction activity for the communities of York, Rimini, Marysville, Lincoln, and Augusta. Jobs, roads, and recreational opportunities add to the economic vitality of our County. We live in Lewis and Clark County because we know it to be an outstanding place to work and play. We’ll continue our efforts to improve our processes and ensure the long-term vitality of our region by encouraging our government, business, private, and public partnerships to continue to develop and expand. We have some difficult issues to address in the immediate future, with pressing infrastructure needs across multiple jurisdictions. Growth, infrastructure planning, and coordination will all play a key role in the continued success of Lewis and Clark County. n

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Business to Business Connection

GET IN ON THE

charming OF HELENA! The Chamber is in the process of putting together a brand new program that will drive visitors into the doors of your business! It is called a charm trail and is structured after a successful program that has been done for many years in Pendleton, Oregon.

how it works The Chamber and several business partners, most likely the convention hotels, will have silver charm bracelets that visitors, tourists, convention attendees, and even residents can purchase inexpensively for around $5.00. This will also have a Helena charm from the chamber on the starter bracelet. With this purchase, they will receive a brochure that will list all of the participating businesses on the Charm Trail, the charms they have at their store, and a map showing where the businesses on the trail are located. The participating businesses (members of the chamber) will be able to select 1-3 charms that are special and specific to their business to purchase through the program and sell. For example, a kitchen store might have a little rolling pin charm or a frying pan. An art gallery might have a painters pallet or easel charm. The ice cream store might have a little ice cream cone, the candy store a piece of candy or in the case of the Parrot, a little silver parrot! The Montana Store might have the state of Montana charm.

the benefits â&#x20AC;&#x201C; Obvious and not so obvious! The great thing about this program is that it is totally trackable! You will know how many customers were directed to your store through the Charm Trail by the number of charms you sell! The added benefit â&#x20AC;&#x201C; when a person enters your store for the charm trail, he or she will be exposed to all that you have to offer and could potentially purchase other goods or services while there! We anticipate that many visitors will find the enticement of collecting the charms fun and interesting AND it will get them to visit many more stores during their visit! The Chamber will promote the program and provide all marketing materials. There is a charge to participate in addition to the cost of the charms. Only Chamber members will be included in the program. Call today to see how your business can be on the Charm Trail, 442-4120.

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helena: the queen city Accolades From the Last Ten Years pgs 15-19

Fall 2015

Helena One of the Top 100 Best Places to Live

#1 Best Place to Live in Montana Creditdonkey.com Named Helena #1 of the 10 Best Cities to Live in Montana

Livibility.com named (quality of life and amenities of over 1700 small to mid-sized US Cities) Missoula Bozeman Helena Billings, MT

1. HELENA • Odds of Being a Victim of a Violent Crime: 1 in 226.7 • Commute Time: 13.5 minutes • Income: $49,445 • Residents With a Bachelor's Degree or Higher: 46.2% • Restaurants: 1 per 237 inhabitants

#8 #11 #52 #98

The City of Helena

Facts About Helena

The capital of Montana, Helena has more than 60 percent of the workforce connected to State government positions. A mountainous landscape makes Helena ideal for outdoor recreation activities like skiing, mountain biking, fishing and hunting, and a high-achieving education system is highlighted by Carroll College and Helena College University of Montana.

Policom.com Economic Strength Rankings for Micropolitan Cities (Under 50,000 people) This study ranks 577 cities of this size based on the concept that “Economic strength is the long term tendency for an area to consistently grow in both size and quality.” Helena has been in the top rankings since 2010: 2010 - 6th 2011 – 2nd 2012 – 2nd 2013 – 2nd 2014 – 3rd 2015 - 14th

Business to Business Connection

Population: Med. Household Income: Avg. Home Price (2014):

29,596 $51,964 $229,894

Most Millionaires Per Capita From: Wall Street Journal article on Where America’s Millionaires Live In a study done by The Phoenix Marketing International on 918 Metro city areas in the U.S. with the greatest share (percentage) of households with more than a million dollars in assets, Helena ranked the highest of Montana’s metro cities and in the top 100! City: Rank: No. of millionaires: % of city population: Helena 99th 1878 5.77% Billings 312th 3255 4.73% Missoula 500th 2027 4.25% Bozeman 526th 1639 4.19% Butte 595th 610 4.11% Kalispell 616th 1517 3.96% Great Falls 641st 1337 3.89%

Where To Retire Where to Retire Magazine named Helena as One of 8 Great Small Towns. Helena, MT, has been selected a top retirement destination by Where to Retire, the only magazine in America geared toward helping people with retirement relocation decisions. Helena is one of eight cities profiled in a feature titled “8 Great Small Towns” in the March/April 2015 issue, available nationwide on Feb. 17, 2015. USA Weekend (July of 2009) named Helena #1 OF THE TOP FIVE BEST PLACES TO RETIRE FOR YOUNG RETIREES 55-60 (based on recreation, weather, health resources, crime, cost of living)

Recreation in Helena The International Mountain Bicycling Association awarded Helena a Silver-Level Designation as a Ride Center. The designation represents the organization’s recognition of large-scale mountain bike destinations that offer a wide range of great trails for every riding style, the association’s website stated. These communities, the website continued, take care of riders both on and off the trail by being places where mountain bikers are welcome. More than 20 different trailheads and 75 miles of singletrack can be accessed from the downtown area of Montana’s Queen City. To top that, Helena offers free shuttles that run five days a week, taking you to the best trailheads in the South Hills Trail System, as well as to the top of the Continental Divide to access the iconic Continental Divide Trail. Farther east, the Trout Creek Canyon-Beartrap Gulch loop navigates steep limestone canyons. Plus, Helena offers a vibrant, in-town cycling scene. Helena was also recognized in USA Today as one of America’s Top Mountain Bike Towns.

Rapidly Growing Spearling’s Best Places: Describes Helena as “rapidly growing, highly educated workforce with 200+ days of Sunshine!”

Food and Arts Designations Lucca's - Best Restaurant in Montana Business Insider Magazine Named Lucca’s in Helena as the Best Restaurant in Montana. MONTANA: Lucca's Location: Helena Chef: Mike Hyyppa Lucca's cozy dining room — which seats a mere 15 tables — creates an intimate environment for guests to enjoy Chef Hyyppa's carefully crafted dishes. Lucca's authentic Italian cuisine, including baked manicotti and veal scallopini, earned it a near-perfect 4.5/5 star rating on TripAdvisor, as well as a Certificate of Excellence 2014 from the site. Pizza Capital of Montana According to FindTheBest.com Montana has been named as the 23rd best pizza state with Helena as the pizza capital of Montana It was noted that Helena had: Pizza Restaurants per 10k People: 6.3 Population: 28,747 Notable Restaurant: Bullmans Pizza Try: Pesto & Goat Cheese Pizza

Fall 2015

Small City You Should Visit - Now! Kayak.com announced Helena as one of the “Small Cities in the US you should visit – now.” “Find fantastic hiking and biking trails. Learn the city’s connection to Lewis and Clark. Join in on the best geocaching in the country.”

Geocaching Rand McNally named Helena as the Best of the Road for Geocaching in the 2015 Rand McNally Road Atlas. Helena was featured in a halfpage editorial as the winner for the Best for Geocaching.

Best All-Around Place To Live Montana's capital city lands the top spot in our rankings as the best all-around place to settle down. Helena features the most educated residents of any city in our study, as well as the shortest average commute and the highest median income. What began as a gold rush town has grown into an important commercial center, with the state government employing nearly one-third of the local population. Aside from being a great place to work, Helena's natural beauty, paired with its low cost of living and affordable homes, also make it a fantastic place to live and play. (Creditdonkey.com)

10th Best TravelWorthy State Capital According to USA Today Helena has been ranked the 10th best travelworthy state capital. With the capitals show in Western history pride, visitors can explore the city on the Last Chance Tour Train and then stop at the Montana Historical Society’s Mackay Gallery with a stroll through a collection of Charles Russell art.

Business to Business Connection

America’s Dozen Distinctive Destinations In 2005, the National Trust for Historic Preservation named Helena one of America's Dozen Distinctive Destinations, recognizing the city as "unique and lovingly preserved".

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Great Northern Town Center

Skyway Regional Shopping Center

Walking Mall, Downtown Helena fall 2015

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helena chamber cvb Unveils New Photo at Airport Center

he Helena Chambers Convention and Visitors Bureau along with the Last Chance Tour Train, has maintained a Visitors Information Center at the Airport near the baggage claim area for almost a decade now. The Center offers the Chambers Visitors Guides along with maps of Helena and brochures that range from information on riding the last chance tour train to taking a picturesque boat ride through the Gates of the Mountains. Most of these publications are updated annually with new information and are free for the taking at the Visitors Center. The Center also has two 40” TV’s that run continuously highlighting not only attractions in Helena but also in Southwest Montana. With the publications, brochures and TV’s all being rather new, it only made sense that the large 4’ x 10’ panoramic photo of the Helena Valley be updated. The new photo was shot by photographer/press writer Aaron Theisen whose writing and photography has appeared in

numerous publications including Adventures NW, Around the Pacific Northwest, Spokane Coeur d’Alene Living and Montana Outdoors. He makes his home in Spokane Washington. Aaron was invited to Helena by the CVB during what is called a Press Tour. The CVB invites writers to visit Helena and to experience all of the attractions, scenery, culture and history that our Capital city has to offer. It was during this tour that Theisen shot the panoramic photo that now graces the Information Center. The photo was shot at sunrise from a location in the South hills and spans the Helena Valley looking to the North with the Cathedral in the foreground and the Sleeping Giant filling up the horizon. The twinkling of the city lights add dimension as the colors over the valley soak in the early hues of the arrival of dawn. Over 13,000 pieces of information are distributed annually from the Airport Visitors Center. n

Fall 2015

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Fall 2015

opportunity to market to new members Would your business like to be part of the Helena Chamber membership recruitment package? Looking for new clients/leads? You can be part of our team! If you have something of “substantial value” that you would like to offer our NEW Chamber members, please contact Rhonda at the Chamber. Thank you to the Montana Radio Company. The Helena Chamber and the Montana Radio Company have recently teamed up together to help out new to the Chamber and new to the Montana Radio Company. business members! Thanks again for donating this “free” campaign to the Chamber's new members.

Interested in your business teaming with the Helena Chamber in a deal like this?

Contact Rhonda Retz, Membership Director, 447-1945 for more information.

Business to Business Connection

Up Close with Local Businesses

BY Kayla Pollard // Communications & YP Director

Fall 2015

Jacoby & Dee Insurance

931 N Last Chance Gulch, Suite 2, Helena, MT 59601 After working for the corporate world for 25 years, Meg Jacoby needed a change. Meg saw herself owning her own business. Knowing of all the hours needed to be put into educating and serving clients, she sought out someone to partner with, and was introduced to Kori Dee. Kori’s corporate marketing experience and same business philosophy was a perfect addition to the fast growing business, Jacoby & Dee Insurance, LLC. Since opening their doors on August 6, 2009, Jacoby & Dee have seen great growth in serving the community with Medicare planning, individual and group health plans, life and disability income insurance. In order to better serve their clients and potential clients, Jacoby & Dee moved their offices onto Last Chance Gulch. This move will allow them more room for growth, to educate their clients while maintaining the same care and customer service. According to Jacoby and Dee “being able to help people is the most rewarding part of owning a business”. The customer service they provide towards their clients leads into building long lasting relationships and sometimes even baked goods as a sweet “thank you” for their hard work.

Steve’s Cafe

630 N Montana Ave, Helena, MT 59601 1255 E Custer Ave, Helena, MT 59601 2483 E Fairview Ave #105, Meridian, ID 83642 Named “Best diner in Montana” by Business Insider, Steve’s Cafe continues to serve the Helena area as well as visitors from out of town. Their delicious homemade recipes, especially their well-known sausages, large portioned meals and relaxed & welcoming environment keep customers coming back for more. With the growth in business at their first location on Custer Avenue, they decided to take advantage of the empty JB’s restaurant on Montana Ave. Steve’s wife Penny wanted this to be the “prettiest corner in town” and with the landscaping by “Gardenwerks” she got her wish. You can’t miss the new Steve’s Café (second location) when traveling on Hwy 12, when travelers come into town on Prospect Avenue, they are facing the second location on N. Montana Avenue. The inside décor is as warm and welcoming as the outside. Steve contributes one of the factors as to why Steve’s is loved by so many, to his employees. They have created an environment for all to feel welcomed and for customers to enjoy their meal over conversation and laughter. This past year Steve’s on Montana Ave. started selling dinner on the weekends to help kick start the funding for “The Little Children’s Home”, their non-profit project. Steven and Penny have been able to give back to the community in a remarkable way. The new home is an alternative to foster care. The Little Children’s Home, has been a dream in the works by Penny for years. This home is to provide a stable, long-term, Christ-centered traditional home for boys and girls who are in crisis and need of a safe, stable, nurturing and environment. Proceeds from the weekend dinners help fund the home. With such great business in Helena and in their 3rd location in Meridian, Idaho, ran by their son Steven A. Vincelli, they are considering the growth of their cafés next year with an additional location. The Vincelli’s are so grateful to the Helena community and plan to continue giving back with their main mission, ”The Little Children’s Home”. 28

J & J Trading Post 1200 Cedar St, Helena, MT 59601

Starting with the sales of Montana gifts in July of 2003, J & J Trading Post has expanded from their original location on the downtown walking mall to their current building on Cedar Street. With the selling of select sports memorabilia, owners Jim and Jan Harris saw a niche to sell something needed in the Helena area. Being a sports fanatic and the desire to own his own business, gave Jim the drive to open this special store that specifically caters to the sports fans in the Helena area. After twelve years of selling to sport fans, J & J Trading Post has become the number one leader in NFL memorabilia in town, the only store in town that sells NASCAR, and a year round NFL selection of items such as hats, clothing, autographs, and other sport novelties. In order to continue their excellent customer service, Jim and Jan have added to their product line unique items such as collectible swords with knives and dragons. The service and relationships they build with customers makes them enjoy their business and enjoy being a part in the community. With a continuation of success, Jim and Jan have added to the store team, their son Steve Harris who was made a partner in June 2015. Calling all sports fanatics, stop in and see their awesome selection of team gear and be sure to check out J &J Trading Post’s “wall of fame” where they feature plaques and helmets that have been signed by NFL players. If you can’t find your team, be sure to ask about their special order program on select products. J&J Trading Post, for serious fans only!

Finstad's Carpet One 501 Fuller Ave, Helena, MT 59601

For the past 65 years, Finstads has been a major part of the Helena business community. Finstads started on 6th and Rodney with selling carpet. Twelve years ago they moved to their current location on Fuller. Currently, Greg Gardner manages the store 47 years later after starting there looking for a part time job. Gardner enjoys his job at Finstads as it is different every day. Teaming up with residents and builders, they help with projects such as floorings and window coverings, commercial and residential. With a design team on staff, Finstads is able to help people decorate their home to meet their needs of their modern or vintage homes. Handling jobs and orders from all over from the local community in Helena to out of the state, from homes to hotels, customer satisfaction is number one. Their specialized personalized service allows the team to see projects from start to finish. To Gardner, “making people’s dreams come true and helping someone create a home atmosphere that they love is the most rewarding part about running a flooring business”. Finstads looks forward to the many years to follow filled with new products and customers to build lasting relationships with.

Fall 2015

D & D RV Center 806 Stanley St, Helena, MT 59601

Established in 1986, D & D RV Center serves the locals as well as Canadian vacationers and adventurers with all potential RV needs. Needs that may also include parts and services. Their show room offers hands on examples of parts that customers may be looking for their vehicle. Along with helping people maintain their vehicles, D & D RV Center sells new and used RVs such as class A diesels, fifth wheels, toy haulers, pull trailers, truck campers, and much more. D & D RV is a business that fulfills all vacationers and adventurers needs that focuses on excellent and long lasting customer relationships. Being able to be in Helena is the best thing to owner and manager Mark Rispens and Doyle Davis. To Mark and Doyle, Helena is a great place to do business, raise a family, and live a happy, fulfilled life. The city is seen to help this business thrive and employees enjoy to work where they do. With the city so close to national forests, many lakes, and public lands, having an RV business is key to helping people enjoy those beautiful areas of nature. Customers revisit the store frequently with services needs thanks to D & D RVâ&#x20AC;&#x2122;s strong customer relations. D & D sets themselves apart from similar business in that they do business the right way and always do the right thing in order to take care of their customers. What drives their business, according to Mark, are the people from both sides, employees and customers. They hope to continue to see D & D RV Center grow and help people get on the road!

Home Beautifiers 1220 Euclid Ave, Helena, MT 59601

Since high school, Jim Enyeart has always wanted to own his own business. After working for Home Beautifiers for 4 years, he bought the window covering business with wife Shelle in 1989. Home Beautifiers first began in 1973, and has now been owned by the Enyearts for the past 26 years. The couple have turned the originally window covering business into a much greater line of products and services including lines of wallpaper, and custom closets. The Enyearts have made the business into a family business with the inclusion of their son, Eric. As a Hunter Douglas gallery centurion dealer, they currently sell window coverings, custom closets, and the cleaning and repairs of blinds and shades. The Home Beautifier staff of 5 find it important to give the best quality of work and product with their higher end goods. The returning of customers with remodels, new homes, and updates put in long hours and busy seasons at the office for Jim and Shelle who find it most important to work with customers and make their needs their number one priority. Citing that no job is too small or too large, they work with homeowners, landlords, small and large businesses and have even traveled quite far from Helena for jobs as necessary. So grateful for the support they have been given from the community, Jim and Shelle love to give it back by supporting local businesses. Jim has served on several boards over the years and currently serves as the Chair for the Helena Area Chamber of Commerce.

The Sanders – Helena’s Bed and Breakfast 328 N Ewing St, Helena, MT 59601

Being built in 1875, The Sanders Bed and Breakfast brings charm and history to the heart of Helena. Located on North Ewing Street, the mansion is not only a place for guests to stay, but also is the family home for owners Bobbi Uecker and Rock Ringling and their two children. The couple purchased the home in 1986, opening its doors as a bed and breakfast in 1987. This use of the home as a bed and breakfast is a great way to preserve a historical home and allow people to learn of the history behind The Sanders’ doors. The 140 year old mansion has been kept as original as possible to preserve its historical past. Much of the furniture and art work have been passed through two previous owners and have been kept in excellent condition. These original features add an extra charm to the bed and breakfast! Guests can expect to be greeted with smiling faces and shown to their elegantly furnished room to enjoy while they stay in Helena. A gourmet breakfast is served to guests every morning in the dining room. Guests are encouraged to mingle with other guests over a cup of coffee, a great way to meet new people. Bobbi and Rock enjoy sharing the history of the Sanders and to welcome them to the friendliness of Helena! Ranked the No. 1 Bed and Breakfast in Helena by Trip Advisor, The Sanders continues to operate thanks to not only their great guests, but also the Helena community. Local residents also stay at the bed and breakfast celebrating birthdays, anniversaries, or a night away. The facility is open to customers who are wishing to host events in an historical setting such as teas. It is a great location for an escape into the charm and history of Helena. They look forward to welcoming you and your guests!

Ben Franklin Crafts Helena 400 Euclid Ave #8, Helena, MT 59601

Originally purchased in the 70’s by Steve’s parents, Jim and Ronnie Floding, Steve began working for them in the 5th grade. Over the years, the Folding family has seen tremendous growth in their craft store. Ben Franklin remains in the family with Steve and wife Ronell purchasing the business 20 years ago. Ben Franklin prides themselves with their wide selection of unique and inspirational products. In order to obtain the latest trends in crafting, home décor, gifts and fashion accessories, Steve and Ronell attend many markets throughout the year, exposing them to ideas and products from around the world. Items in their store set them apart from other items at craft stores with many unique supplies and products purchased from domestic vendors. Buying products domestically provides them with the ability to not only order supplies on demand, but quickly stock their shelves with the latest trends. Ben Franklin has been part of the Helena community for more than 50 years. The store has changed and evolved over the 40 years it has been owned and operated by the Flodings. By building relationships through great customer service and community involvement, they are like family to customers and staff alike. They continue to support the Helena community through generous donations to many local organizations, events, churches, schools and individuals in need. They deeply appreciate Helena and the surrounding communities for their continued support. Fall 2015

Bob’s Valley MarketMontana Valley Hams 7507 N Montana Ave, Helena, MT 59601

After living behind Jerry’s Valley Service, Steve Bartmess’ father bought the Helena Valley store and changed the name to Bob’s. Originally starting 42 years ago as a local convenient store, Bob’s Valley Market has expanded with the increasing demand from customers. In recent years, the once small convenience store/gas station has expanded greatly in size to accommodate the ever increasing number of customers due to expansion in the north valley and in being the first place to stop on I-15 for south bound travelers. Not only has the grocery store expanded to carry most wanted items but Steve added a large deli that provides weary workers an option to stop by and get a roasted chicken, delicious salads, and much more from their freshly made breakfast, lunch, and dinner entrées. Not only has their day-to-day sales increased in the store and gas station, but by popular demand, so has their sales of Montana Valley Hams. With the beginning sales of Montana Valley Hams to customers outside of Helena in 1994, Bobs Valley Market has seen a huge increase in demand for their hams and glazes. With constant advertising of their most prized USDA-inspected product, word of their hams has spread across the United States. Word has spread so far about their delicious hams, that they have shipped their products to all 50 states. To Bartmess, it’s not the increase in sales that is the most rewarding part about owning a business, but seeing your hard work succeed and especially having the opportunity to watch your employees succeed, even if it may be after leaving Bob’s Valley Market. Their business model has done well for Bobs Valley Market, helping them to continue to thrive through the 42 years of being in business. In the coming years, Bartmess looks towards possible expansion of the market, along with the potential of opening one more location.

List a job with us! Looking to hire? List a job with The Helena Area Chamber to reach thousands of locals who may be seeking for employment! Take advantage of this exclusive opportunity for our members only! Contact Kayla Pollard For price details 447-1530 kpollard@helenachamber.com

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Fall 2015

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6 Ways to Build Long Lasting Customer Relationships BY Brian Cleary

Brian Cleary is the Chief Executive of County Tipperary Chamber of Commerce. Heâ&#x20AC;&#x2122;s also the past director of Chambers Ireland. He writes for a number of online publications and is a regular copresenter of the 'Small Business Show' a syndicated radio program broadcast on a number of stations throughout Ireland and available as a podcast. You can find him on Twitter @ChamberBrian. 36

Business to Business Connection

In this age of consumerism, there's a choice for every product. You alone do not hold a monopoly on your product so you must understand that the customer is king. For a business to be sustained and stay viable, the customer must always come first. Keeping them happy and returning for more is the ultimate goal for any business. Several studies have shown that repeat customers buy significantly more on their visit than first time customers and repeat customers are also more likely to recommend you to someone close to them. In our current environment of increasing competition, building relationships with customers has now been brought into the spotlight and businesses are focusing a lot more of their attention on the matter. Customers are real people with feelings and emotions, which can be tapped to establish a bond. Customers are not nameless faces on the Internet, nor are they faceless voices on the phone. For a business, each customer is a distinct individual who matters. As ad man extraordinaire David Ogily said, “The customer is not a moron. She is your wife.”

Show Them Respect Customers are real people with real emotions. Each one is a distinct individual who matters; not one more than the other, but all of equal importance. You must establish a bond from the outset. Customers are crucial to the survival of your business and they deserve the best possible behavior. In order for them to warm to you, you must show sincerity and be respectful to them and their needs. Carrying yourself in a mannerly and professional fashion will help you win their respect. This is the first step to thawing the ice. Share Your Knowledge Customers appreciate informative advice so if you are able to display your knowledge and expertise in your field, there is every chance they will warm to you. Staying professional in approach and demeanor are essential to success. The most widespread channel for knowledge sharing is the Internet. This is the biggest platform to show your customers that you are an expert in your chosen field. Respond to Customer Queries A customer’s query immediately answered builds goodwill and increases the chances of his returning for a purchase. Have a process in place to collect customer feedback and a way to log not only complaints, but also how you and your company respond to issues as they are reported so this can be replicated if the issue ever arises again. This is not only the case for negative

feedback. Businesses should also pay close attention to positive feedback. Not only do positive comments help tell a company what they are doing right but they also encourage others to take notice of them. Reward Them Customers feel rewarded when an exclusive offer is made to them, or to a select group of frequent customers. Not only does a loyalty program provide a practical, hard reason for continuing to buy (the accumulation of points towards a reward, or higher level of service) but it also provides information about the customers that allows their needs to be met more efficiently and effectively. Rewarding existing customers for their continued loyalty will not only increase retention, but also increase the number of new customers your business brings in. This will occur through positive feedback from existing customers and also eye-catching loyalty deals, which will draw them in. Example of reward programs include loyalty programs, offering discounts on selected lines, point rewards, and also giving away free items with multiple purchases. Be Active on Social Media There is a new tool available called social customer relationship management or CRM. This tool has become one of the most important marketing tools for many businesses. It lets you make the most of your social media interactions by tying them in with a database and allowing

you to manage the data easier. Social networks are a great way to stay in touch with customers and build relationships. Through social media we get a front row seat into the latest developments of our customers’ lives and in doing so can begin to measure their needs. Facebook and Twitter are the most popular tools for business to interact through social media, so “Likes” and “Follows” are the first steps in building a customer relationship. Comments on your business, or mentions in the industry you are in, can be used as valuable feedback and will determine how best to move forward. Frequently update your social media sites to try and garner some feedback and interaction from customers. Always respond to criticism, don’t simply ignore it. You must show the world you are going to find a solution and are taking steps to eradicate the fault. Networking A successful networker knows that it is not just what s/he receives from others but what s/he gives that determines whether the networker is building solid relationships. The entire purpose of networking is to build solid, trusting relationships–business relationships that are of value to everyone involved. You want your customers to feel that they are going to obtain something of value from your service. Networking will grow your business, attract long-lasting business associates, and develop a solid referral base for your business. n Fall 2015

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Business to Business Connection

Watch, Share and Be Safe: Tune In To Safety By Mary Boyle, Communications Specialist Montana State Fund

orkplace injury claims aren’t always in dangerous industries or associated with jobs we think of as perilous. They occur in ordinary offices, retails stores and manufacturing facilities. And the most common causes are routine – lifting, slipping, poor ergonomics, etc. To help reduce injuries and make Montana workplaces safer, Montana State Fund (MSF) created simple at-work safety educational videos that can be easily accessed through our free YouTube Safety Channel, YouTube/MTStateFund or our safety focused website safemt.com. The videos are only a couple of minutes in length and designed to be as fun to watch as they are informational. In addition, at the end of the videos you’ll find links to short quizzes or associate tips and resources. Our Online Video Library Includes: • Develop Company-Wide Driving Policies • Prevent Distracted Driving • Proper Construction Fall Protection • Correct Lifting Tips • Prevent Slips, Trips and Falls • Smart Ergonomics • The Benefits of a Return to Work Program • Young Worker Safety • Safety is Our Business: Montana State Fund Safety Services • Past Montana State Fund Safety Workshop Presentations

TIPS: • Subscribe to our YouTube safety channel and get notified about new educational videos. • Use these materials for new-employee orientation or refreshers for existing employees. • Once employees have viewed the video ask them if they have questions about how the information pertains to their specific jobs. • Consider using these materials for group training at the start of safety or team meetings. • Use the additional resources on each lesson page to provide deeper content and/or regulatory information.

Construction Fall Protection – Don’t be the Fall Guy at your business – learn the proper and safe way to stay on two feet. http://safemt.com/improving-workplacesafety/video-training-program/

If you need more information please contact an MSF safety consultant manager at 800-332-6102.

Fall 2015

CEO says Helena company is the best kept secret in Montana, and she wants everyone to know it. Sara Medley Mountain-Pacific Quality Health

At the very end of Cooney Drive in Helena lives an organization that has most likely had an impact on the quality of your health care. The organization is Mountain-Pacific Quality Health Foundation, and for more than four decades, its employees have worked with providers and other partners in Montana to improve the quality of health care under the Big Sky.

This article is being reprinted from the Spring 2015 B2B since we printed the incorrect version of the story. Our apologies to Sara for that error.

Medley, a Helena native, graduated ara Medley, Mountain-Pacific’s from Carroll College with a degree in CEO has been with the non-profit health information management. Her organization almost since its inception first professional job was with St. Peter’s in 1973. She attributes the longevity and Hospital, where she helped establish its growth of Mountain-Pacific to “the hard first quality program. She was recruited to work and dedication of our staff who work for Mountain-Pacific and knew she have, over the years, given (and continue had found a profession she would love. to give) their all to improving access to She is a professional woman by health care that is high quality, safe and choice, but also a mother and wife who of value to those we serve.” is deeply committed to family. Mountain-Pacific’s reach "Walking invites “My predecessor and I made is much wider than just conversation. a pact that we would create Montana. Staff also serves Fresh air spurs a professional environment Wyoming, Alaska, Hawaii, Guam, American Samoa fresh thoughts." where family comes first and where women could have a and the Commonwealth career and be a mother, too.” of the Northern Mariana (Ninety percent of Mountain-Pacific’s Islands. As one of 14 Quality Innovation staff is women). Medley is committed to Network-Quality Improvement a healthy work/life balance and believes Organization in the nation, Mountainin extending that to her staff as much as Pacific works on initiatives that focus on possible. “That balance is important,” improving the delivery of health care and Medley says, “because flexibility the systems that provide it. is a critical benefit in today’s work Mountain-Pacific also provides environment. Mind you, though, that we Medicaid utilization management services realized this forty years ago,” she adds for the Montana Department of Public with a wink. Health and Human Services. Through While Medley has essentially worked their review process, Mountain-Pacific at Mountain-Pacific her entire career, staff strives to enable each Medicaid client she says it never gets old, because every to have his or her needs met in the most three to five years, the organization is appropriate, cost-effective setting, using awarded new contracts with new projects the most appropriate medical equipment or initiatives, changing everything. One and supplies. contract cycle, Mountain-Pacific might In addition, eight pharmacists provide focus on reducing healthcare-associated evidence-based, clinical interventions to infections acquired in hospitals, and promote appropriate drug therapy, prior the next staff is helping physicians authorization of certain drugs and a choose, implement and use electronic unique “Ask-A-Pharmacist” program that health records. Most recently, Mountainserves as a resource for its members by Pacific was awarded a $5.1 million, four assisting them with drug navigation.

Business to Business Connection

year contract to increase influenza, pneumonia and zoster immunization rates among rural Medicare beneficiaries and dual-eligible Medicaid and Medicare beneficiaries. There are a handful of tenets in her professional and personal life Medley adheres to. “The first is to lead from the front by not expecting staff to do anything you wouldn’t do yourself. The second is to treat others the way you expect to be treated. The third is to always hire staff who are smarter than you,” she says. Medley also knows that frequently connecting with her staff is a critical part of doing business. “I’m a walker, and most of my meetings require a coat and comfortable shoes. Walking invites conversation. Fresh air spurs fresh thoughts. These meetings have generated some great ideas. And, too, I’ve gotten fairly good at taking notes without tripping,” she said. In her downtime, Medley enjoys time spent with grandkids, family and friends. As a hobby, she loves sporting clays and is actually quite good at it, “It’s good exercise, great for releasing stress, and I’m almost as good my husband,” she says with a laugh. Medley is passionate, enthusiastic and dedicated to an organization that has given her a lifelong career. “I am truly blessed. I actually look forward to most Mondays,” says Medley. “There are always new challenges, but of course, too, comes the satisfaction of knowing what we do really does make a difference in the lives of others.” n

Targeting Your Ideal Customer BY Christina R. Green

No matter what your hobby, there are tools of the trade. If you fish, you match the type of bait you use to the kind of fish you want to land. For knitters, there are specific needles to use for different kinds of stitches and patterns. Golfers employ clubs specific to the kind of shot they want to make. The same is true of your business marketing. Strengthening Your Sales through Targeted Marketing The most common marketing mistake a business makes is trying to sell to everyone. It makes the copy difficult to write; the decision of which social media sites to participate on time consuming; and the content just doesn’t resonate. When you try to appeal to everyone, you impress no one. Narrowing down your target audience, allows you to speak only to them. They will respond because you’re talking to their specific challenges, in a language they understand, and a format they appreciate. You cannot create a content strategy without knowing your target market. Trying to do so is like your boss handing you her credit card and telling you to go out and buy a gift without knowing who it’s for or how much she wants you to spend. Vagueness doesn’t sell in today’s business climate. If your customer has to wonder if you are the perfect solution for them, you’ve just missed the sale.

They’re over at your competitor’s website because she made it quite clear she was ideal for their needs.

effective R&D platform for you if you know your ideal customer.

Put Your Knowledge to Use Building a Buyer Persona You don’t have to be a CMO to know who buys from you most often. Take a moment to think about her age, family status, income, desires, and challenges. Write it out like a story. Give her a name. When you’re trying to decide how to market a new product or service, ask yourself what would appeal to her. You may have multiple buyer personas but avoid the temptation of saying anyone can use our product. It suits everybody. While it may be true that anyone can wear a man’s white t-shirt, it will look very different on an infant and a high school quarterback. If you’re not feeling imaginative, ask a question on your Facebook page about your new product or service and see who answers. Pay close attention to those people who answer in your target customer range. Social media can be an

If you understand who your ideal customer is, you’ll know where to find him. You’ll know where he gets his info and how to appeal to him. Does he research every purchase extensively? If so, are you providing the tools he needs? Does he buy impulsively? Maybe he likes established buying patterns. Knowing who he is will help you be where he is, when he is ready to buy. This intelligence will bring you more sales. It’s impossible to know how to speak to someone you haven’t defined. If your business sales are not what you hoped, take some time to identify who you are trying to reach. Once you have that figured out, you can speak to them in a way that frames your product or service in a light they will be drawn to. You can also be assured if you’re solving their problems, they’ll keep coming back and they’ll bring their friends. n

Christina R. Green teaches small businesses, chambers and associations how to connect through content. Her articles have appeared in the Midwest Society of Association Executives’ Magazine, NTEN.org, AssociationTech, and Socialfish. She is a regular blogger at Frankjkenny.com and Memberclicks. She’s just a bookish writer on a quest to bring great storytelling to organizations everywhere.

Fall 2015

The Importance of Ergonomics in Business By Marjean Heisler, PT, Director, St. Peters Hospital Every job has demands on the physical body. It may be prolonged sitting in front of a computer, elevated arms at a stylist or dental chair, moving heavy boxes, or lifting heavy pipes. Doing tasks with an optimal body position and adapting your surrounding environment and equipment to best support and protect your body and prevent injury is what ergonomics is all about.

Business to Business Connection

body mechanics, range of motion, and strength to n all settings, ergonomics creates an emphasis establish a realistic plan and recommendations. on adjusting the workplace to fit the worker Ergonomic work areas are critical to injury instead of asking the worker to stretch beyond prevention. Implementing ergonomics is best his physical capacity to fit the workplace. In when you can be proactive instead of reacting administrative settings, ergonomics focuses on to problems and injuries that arise and finding appropriate desk and chair height, computer ways to use resources (time and money) as monitor heights and distance from the user, effectively as possible. mouse placement and any other areas the Common instructions for correct desk job worker needs to reach beyond his seated position ergonomics include: for items. A desk that worked well for the last • Sitting with feet supported on the floor or a employee may not work well for the replacement raised foot rest. employee due to variations in body types. In the • Hips and knees with a 90 degree bend. industrial or healthcare settings it is important • The natural curves to reduce risks by of the back are utilizing equipment supported by a to assist with lifting chair. or moving heavy • Wrists are items when possible supported and in a and provide neutral position education on proper for typing and use body mechanics of a mouse. to every new • Items that are used employee. frequently are Occupational or within 20 degrees Physical Therapist to the left and specializing in work right site assessments within easy reach. have the ability to • The head is in a evaluate movement neutral position. and posture Ears are in line requirements Marcia McNicolRohrer, Administrative Assistant at St Peter’s Hospital with the in work settings demonstrates good office posture. shoulders. and provide • Computer monitor recommendations is adjusted so that to decrease the eyes do not need to be always looking up or injury. At St Peter’s Hospital Supervisors can downward. request an ergonomic assessment for any An ergonomic work site is easy to undervalue employee that needs some extra assistance or and de-prioritize when work loads are heavy. recommendations in setting up a work area to The costs of employee injury, job satisfaction, work optimally. time off for medical appointments, and turn If workers are injured, therapists will be over need to be weighed against the cost of asking their patients about job-specific duties proactively assessing work sites and making when assessing an injury and help to create a adjustments in equipment before plan for reducing the risk of further injury. The injury occurs. n therapist will incorporate their understanding of

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