How-To Book 2011

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Select local businesses offer their expert advice on essential business products and services

PRACTICAL TIPS FOR BUSINESS READERS

2011

Your ideal business location Design that boosts results Managing your supply chain Writing a business plan Best customer service Hiring a CGA Sustainable electricity Great company retreats Advanced communications and your image Master of global management (MGM) degree Indoor air quality Saving money on tradeshows Replacing your roof Facilitating meetings Choosing your fuel source Getting the best catering Emergency planning PET–CT scans

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CONTENTS PRACTICAL TIPS FOR BUSINESS READERS

Publisher: Paul Harris Editor-in-chief: Naomi Wittes Reichstein Design director: Randy Pearsall Proofreader: Baila Lazarus Contributors: Rebecca Edwards, Lynsey Franks, Noa Glouberman, Baila Lazarus Production manager: Don Schuetze Production: Carole Readman Sales manager: Joan McGrogan Advertising sales: Lori Borden, Corinne Tkachuk Administrator: Katherine Butler Office manager: Dennis LeBlanc Controller: Marlita Hodgens President, BIV Media Group: Paul Harris How-To is published by BIV Magazines, a division of BIV Media LP, 102 4th Avenue East, Vancouver, B.C. V5T 1G2 604-688-2398, fax 604-688-6058, www.biv.com.

BIV Media LP also publishes Business in Vancouver.

Copyright 2011, How-To. All rights reserved. No part of this book may be reproduced in any form or incorporated into any information retrieval system without permission of How-To. The list of services provided in this publication is not necessarily a complete list of all such services available in British Columbia. The publishers are not responsible in whole or in part for any errors or omissions in this publication.

How-To has received consideration from advertisers for editorial content appearing in this magazine.

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2011

How To stretch your tradeshow marketing budget—4 hire a certified general accountant—6 leverage design as a business asset—8 manage an efficient supply chain with the right manufacturer—10 be innovative in improving indoor air quality—12 respect your roof—14 turn your office green—16 face a cancer diagnosis head-on—18 define the primary purpose of your business—20 deliver outstanding customer service and build lasting customer relationships—22 make your small business look more professional with advanced communications—24 get and apply international business skills with a master of global management degree—26 centralize control of your fuel purchases—28 organize a company retreat—30 maximize your catering experience—32 maximize meeting value and optimize results—34 prepare your business for an emergency—36 live for today and plan for tomorrow —38

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stretch your tradeshow marketing budget Hanif Muljiani, president, The Portables

We all live in an age of doing more with less. We’re seeing stiff competition, shrinking budgets and less manpower, yet results are still expected.

Here are seven ideas that will allow you to achieve results and stay within budget: 1. Consider cost of ownership When planning your annual tradeshow program, consider its full cost. Far too often, clients don’t take into consideration the costs of freight, show services and material handling of their exhibits prior to purchase. The information is available from previous show manuals, and the calculations are quick and easy. By performing this exercise, you avoid year-end budget surprises.

2. Rent a display Sometimes exhibits that make an impact are too costly to purchase. Renting a custom or custom portable exhibit allows you to avoid the costs of building an exhibit, storing it and refurbishing it. When you rent an exhibit, you can let your provider know the impact you are looking to achieve and how much you have available for the rental cost.

The exhibit provider may also offer you a turn-key package whereby you show up on the day of the show, and once the show is over, you walk away from the exhibit. Savings can really add up if you don’t have to fly staff members in early for set-up and if they can leave immediately after the show.

3. Consider leasing If your needs are unique or you attend a significant number of shows in a year, renting may not be cost-effective. To 4

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avoid the upfront costs of building a new exhibit, consider leasing as an option.

Leasing companies are very flexible with their term and payment options.

Many clients opt for three-year payment plans with lump-sum payments made at the beginning of each year from a fresh budget. If you are launching a new product or breaking into a new market and need a $30,000 exhibit, it is much easier to ask your chief financial officer for $10,000 a year. Another advantage is that the lease payments become an expense as opposed to a capital purchase, resulting in accelerated tax savings.

clients without any competition, and such shows are usually less expensive than national ones. For example, if you provide office-cleaning services, instead of attending major national shows, consider attending regional dental or medical shows and cater your message to health professionals.

6. Collateral material Unless it’s absolutely necessary, never take collateral material to a tradeshow.

Most collateral material ends up in the recycling bin before attendees get back to their offices. By providing them

Renting an exhibit saves you the costs of building, storing and refurbishing it 4. Buy space early or late By taking advantage of early booking discounts for booth space and show services, you can realize savings of up to 20 per cent on your tradeshow program. Also, if the show does not typically sell out in advance, keep in touch with its organizer to take advantage of last-minute deals on excess space. This is possible if you have a very flexible tradeshow schedule and can mobilize your team quickly.

5. Consider related industry shows By taking advantage of related industries, you may accomplish two things: finding a less expensive show and finding new clients with very little competition.

The main industry show may be fully booked every year, and if you’re a small startup, you might not get noticed.

By finding regional related industry shows where your target audience will also be, you can gain access to those

with a digital brochure that you push to their PDAs at the show, or by asking for their contact information and sending it to them electronically after the show, you avoid the expense of shipping and printing paper brochures. If you have a nice paper brochure, you may want to take a few copies with you to show prospects. If they require paper copies, mail them after the show.

7. Rent smaller space plus hospitality room If you normally have meeting space within your booth, consider getting a smaller space and instead renting a hospitality room close by. Your clients will appreciate the opportunity to meet one-on-one with you in the comfort of a relaxed private environment. The cost of renting a hospitality room is a fraction of that of using up valuable booth space for meetings.

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hire a certified general accountant Rebecca Edwards

To equip your business to navigate today’s turbulent financial waters, hire a certified general accountant (CGA) firm or employ a CGA as a member of your managerial team.

CGAs advise businesses throughout British Columbia and the world in industry, commerce, finance, government and public practice: in any sector where accounting and financial management are required. Their clients range from major corporations to entrepreneurs.

In a recent survey, 92 per cent of B.C. residents polled said they trusted CGAs more than any other professional group.

Your CGA can produce financial statements to assist you with everyday decisions and can provide payroll, tax and managementconsulting and advisory services.

Your CGA can advise you on investments and obtaining finance, as well as on personal inheritance, tax-form preparation (personal and business), estate-planning and retirement-planning.

In times of crisis, your CGA can analyze problems in your business and help you improve profitability.

As an employee or as a consultant, your CGA looks beyond the balance sheet to help your team find efficiencies, create opportunities and maximize value.

ships with the Association of Chartered Certified Accountants, CPA Australia and other organizations that have extended the global reach of CGAs.

Why hire a CGA? Anyone can call himself or herself an “accountant� even with little or no formal training, so it is important to use a designated accountant.

The Certified General Accountants’ Association of B.C. is B.C.’s largest accounting body. CGA was the first in B.C. to require members to take professional-development courses and to require public-practice firms to have professional liability insurance.

CGA–BC has introduced a rules-andstandards course for all new graduates and an ongoing ethics requirement.

All CGA public practitioners have mandatory practice reviews to ensure that they are meeting the profession’s acknowledged standards.

These three letters are awarded only those who have successfully completed the very demanding CGA program.

How do you find a CGA? You can search for your nearest CGA public-practice firm at www.cga-bc.org.

Looking to recruit a CGA to your staff?

Use the association’s online job board, www.CGAjobs.org, which allows employers in B.C. to find information both about CGAs and about CGA students.

The Partners in Employment Program (PEP) connects employers around the province with CGA– BC members and students.

CGA–BC can also help employers connect with new graduates who wish to obtain employment and pursue the CGA designation. CGA–BC holds recruitment days on and off campus, allowing employers to interview a number of students before deciding which to invite back for second interviews. “It’s a big time-saver,â€? says Dan Relihan, CGA and manager, recruitment and employment initiatives. “You don’t have to pre-screen resumĂŠs.

You get all the first interviews done in three hours, not three weeks.�

You can find CGAs in Canada and around the world thanks to partner-

How do you get the most from you CGA? There is no set fee structure for CGA firms.

Firms base fees on the time required to perform the services you request and the quality of information you supply. Ä‚Before your appointment, gather information about business or personal financial decisions under consideration so that you can ask the CGA specific questions. Ä‚Be organized: Save yourself unnecessary fees by maintaining good financial records. Ä‚Be open: CGAs are in the best position to advise you and serve your interests when they understand your goals and expectations. Ä‚Be open to advice: CGAs have vast experience and can assist you with your problems and concerns. Their objective advice may directly improve your financial stability and cash flow. Ä‚Keep your CGA informed of changes in your personal and professional life.

What can a CGA do for your business?

A CGA can give you and your business the tools you need to stay prosperous in any financial climate.

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What should you look for in a CGA? Ideally, you will work with the same accountant for many years. A longterm working relationship between you and your CGA can help you take an informed, consistent approach to personal, financial and business goals.

Before deciding, you should meet with your prospective accountant. Are your needs compatible with the CGA’s character and personality? Make sure the CGA has experience in your industry.

For more information, visit www.cga-bc.org.

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We see more than jobs. We see careers.

If you want access to the largest pool of accounting professionals in B.C., look no further than CGAjobs.org. Whether you’re an HR professional looking to hire the best accountants or a CGA student looking for a rewarding career, CGAjobs.org is your hub. Using CGAjobs.org puts career opportunities in front of qualiďŹ ed professionals to ensure you get what you need. Gain access to the breadth of knowledge and experience that a CertiďŹ ed General Accountant adds.

Get connected today. Go to CGAjobs.org.

LEADERSHIP

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leverage design as a business asset Eagranie Yuh

Think about your business assets: human resources, information technology, investments, property and design.

That’s right: design. In a recent poll of 526 businesses conducted by Harris/Decima, 63 per cent of respondents reported a link between design and better business performance. A recent study from the United Kingdom shows that three-quarters of businesses that have made design an integral part of their operations have improved their competitive advantage.

How does visual strategy translate into business success?

Differentiating your product Level Ground Trading in Victoria was one of the first companies to market fair-trade coffee, but since its beginnings in 1997, many similar companies had entered the market. Consumers liked Level Ground’s coffee and key message but not the packaging and design of the product.

Level Ground worked with Subplot Design Inc., which overhauled the company’s brand strategy, logo and packaging. From a decline of 1.3 per cent in sales from the prior year, Level Ground saw an increase in sales of 12 per cent across its main categories.

“It finally gave them a way to tell the story that they hadn’t had in the past,” says Roy White, CGD, creative director and partner at Subplot Design.

Reaching your target market In 2009, Amacon, a real-estate and development and construction firm, launched District, a condominium complex in Vancouver’s Mount Pleasant neighbourhood. “We really had to build brand awareness, because 8

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there were limited developments like District in the area. We needed to sell the area,” says Nic Jensen, Amacon’s sales and marketing manager.

Amacon hired Industrial Brand, a Vancouver design firm, to target a specific demographic with a cohesive campaign that included a website, a display centre, brochures and several 40-foot billboards.

Amacon opened the display suites on September 15, 2009, intending to sell 75 per cent of the units by the end of the year. By the close of opening weekend, the first building was sold out. Three months later, the second building was sold out, and Amacon closed the sales centre, a full nine months ahead of schedule.

“The pre-sale market wasn’t very strong at that time, especially in a new area. The campaign was exactly what we needed,” says Jensen.

stores across the country, the company has a strong brand and consistency across its visual communications.

This is primarily due to MEC’s brandstandards guide. The 38-page guide provides explicit instructions for the company’s visual communications: logo, font, colours, in-store signage, store exteriors, website and more.

For Judy Snaydon, CGD, MEC’s creative director, the guide ensures consistency and enables efficiency. “We work with a lot of external vendors. If we didn’t have brand standards, I’d be constantly having to outline who we are, what we’re about and what our brand looks like. With brand standards, I can stop worrying about these things and focus on the objectives of each project.”

Gaining a competitive edge Read Jones Christoffersen (RJC) is Canada’s oldest engineering firm. Its outdated website didn’t reflect the stature of a company that had been in business for six decades and completed more than 30,000 projects. “We needed to bring the personality of the firm to the forefront,” says Patricia Glass, RJC’s marketing specialist.

Industrial Brand revamped the website. Search-engine optimized, the new site has a robust search function that has brought in new clients. What’s more, a new recruitment interface has significantly streamlined RJC’s recruitment process.

Using design as a business asset These companies have leveraged design as a business asset and invested in strong visual strategies. In working with certified designers, they work with providers who incorporate strategy, problem-solving and business acumen into the process.

The Society of Graphic Designers of Canada (GDC) is the professional association for certified graphic designers (CGD). To be certified, a graphic designer must pass a rigorous portfolio review and abide by a code of ethics. The society’s website provides resources for businesses to find certified designers and to determine whether they themselves are working with reputable designers. For more information, visit www.gdc.net. •

Becoming more efficient Mountain Equipment Co-op (MEC) is Canada’s leading retailer of quality outdoor gear and clothing. With 14

Eagranie Yuh is copywriting chair for the B.C. Mainland chapter of GDC. She is a freelance business writer and award-winning blogger.

She also teaches chocolate-tasting classes.

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manage an efficient supply chain with the right manufacturer Companies that make products from parts purchased from suppliers and then sell those products to customers must manage supply chains. Some are simple, others more complex.

According to Ron Sun, general manager of Ampco Manufacturers Inc., any supply chain can be managed more efficiently with the right manufacturer.

By design Product design often affects various costs within the chain. Aligning product and chain can reduce risk, increase efficiency and lower overall costs. “Before you start producing your end product, think about the materials you’ll need to make it, especially if you’re sourcing them from several different suppliers, as well as the overall product design,� Sun advises. “Some manufacturers, like Ampco, have inhouse engineering or ‘pre-press’ departments that can take your drawings, test your materials and create a prototype to ensure your product will meet your own and your customers’ standards. “Sometimes a client will come to us with a product in mind that’s not really manufacturable. By testing it first, we can say, ‘Let’s tweak this’ or ‘How about changing that?’ The product then not only becomes viable from a manufacturing standpoint but can usually be produced at a lower cost and with less risk than originally planned.�

Straight from the source Most end products contain several component parts or materials whose sourcing can greatly affect the efficiency of the supply chain. “When it comes to sourcing materi10

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als, working with a manufacturer like Ampco that has close ties with suppliers can be a great advantage,� says Sun. “For example, as a major 3M purchaser, we can obtain high-quality raw materials and source them to our customers at a much more competitive cost than they would be able to purchase them for.�

Other advantages: a guaranteed supply of materials, a simplified process and greater assurance regarding supply-chain standards.

Ampco has “been able to take on 70 major suppliers� for one of its customers, Sun says. “We took on his list and negotiated on his behalf, and now he buys only from us, which means he’s cut the risk out of his supply chain. He’s no longer dealing with materials being shipped late, improperly tested or poorly packaged so that they show up broken.�

Make it or break it Know your manufacturer’s capabilities. “What steps are needed to make your final product?� asks Sun. “Do you require die-cutting, printing, assembly and warehousing? Can your manufacturer provide all these services?

How much volume can it handle?�

A thorough review of each customer’s end product helps Ampco determine specific needs and streamline the manufacturing process: “We offer all of these different manufacturing processes internally so that we can offset the risk and provide maximum flexibility to our clients.�

Quality control Ensure that your manufacturer is certified for quality assurance. Dealing with suppliers or manufacturers who aren’t certified can undermine your bottom line.

“As we are an ISO/TS 16949-certified company, quality’s extremely important to us,� Sun says. Ampco has “multiple checkpoints within each process, from design to delivery, from packaging to shipping, to make sure we hit that quality standard with each order. Customers that order from us once know their product will turn out just as good every single time.�

Location, location, location Ask where the materials in your product come from and where the manufacturing facility is located.

Sun says to “source your needs from a single location that’s either close by or on the way to your product’s final destination, in order to reduce the costs of shipping. Also, by choosing an all-in-one manufacturer like Ampco and allowing us to source the materials for you, negotiate with suppliers, test your design on site, manufacture your product and ship it wherever it needs to go, you greatly reduce the risk, lower the cost and increase the efficiency of your supply chain.�

Dos ĄDo know your manufacturer. If possible, visit the facility in person. ĄDo ask about your manufacturer’s ability to source materials on your behalf. ĄDo request product samples from your manufacturer. ĄDo inquire whether your manufacturer is certified to uphold certain quality standards. ĄDo work with a manufacturer that can provide various services from one location.

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be innovative in improving indoor air quality There are many benefits to improving and maintaining your building’s indoor air quality (IAQ).

“It can mean providing employees with a better work environment, not to mention potentially huge energy savings,” says Michael Glassco, operations manager at Theodor Sterling Associates. “Also, being innovative in compiling the data surrounding the management of IAQ lets you gauge your performance and report your savings, which can earn you a better environmental reputation.”

Educate yourself and your workers WorkSafeBC regulates IAQ under sections 4.70 to 4.80 of the Occupational Health and Safety Regulation.

“This is the only actual regulation related to IAQ in North America,” Glassco says. “Other jurisdictions offer guidelines, whereas in B.C. we have to follow this set of rules. This means more opportunity to save energy through improved IAQ and to provide a better indoor working environment for workers.”

WorkSafeBC’s website provides many free resources related to improving IAQ. Also see Health Canada’s site under “Environmental and Workplace Health.”

Develop an IAQ program Once you’re informed of the regulations, Glassco suggests developing a program for your building or workplace that documents how related issues are to be reported, investigated and resolved.

“To the layperson this sounds daunting, but it’s really just a simple, written document that outlines the various steps an employer needs to take regarding IAQ,” Glassco explains. “If you have several 12

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employees in your office, it’s a really good idea to have this document in place so that if you ever get a complaint about air quality, your staff knows the correct procedure to follow – [whom] to talk to and so on.”

Occupational health-and-safety laws regarding IAQ make this particularly important in B.C. Do preventative maintenance Your ongoing preventative-maintenance program should include your workplace ventilation system to ensure its operation for optimal performance.

Many think “that preventive maintenance means getting the filters on the ventilation system changed every three months,” but it entails much more, says Glassco, including “making sure that the space is getting adequate fresh air, the unit isn’t leaking water and the condensing coils aren’t covered in grime.”

The property management of most office towers handles this type of work, but the larger percentage of companies and organizations, located in smaller buildings with rooftop ventilation, needs to make sure that proper preventative maintenance happens regularly.

Be proactive Being proactive regarding IAQ at work means annual or semi-annual testing.

“In most cases, workers and building tenants are aware of potential IAQ issues that could arise, and proactive testing helps to address these issues in a timely manner”: a better approach than “simply reacting to them as they occur,” Glassco says. It’s “becoming the norm” at “larger buildings to do proactive annual or semi-annual testing. This has been entirely market-driven, meaning that it’s something that property managers do

to make their tenants feel good about being in their buildings.”

An IAQ consultant like Theodor Sterling Associates can provide, among other services, proactive IAQ management that includes regular walkthrough inspections of workspaces and the accessible components of HVAC systems, as well as baseline air-quality measurements for carbon dioxide, carbon monoxide, dust levels, temperature and relative humidity.

Be innovative A third element of Theodor Sterling Associates’ IAQ management is archival documentation of test results. This includes comparison with regulatory standards, recommended guidelines and previous test periods, giving you a sense of where you are in improving your IAQ. “Our online database of over 300 buildings nationwide also lets us compare the results from your building with other workplaces across Canada,” Glassco adds. “This valuable benchmarking tool enables you to ensure that your results remain consistent with the air quality of other buildings.”

Additionally, it allow you to mine your results for review purposes and determine whether you can save energy by modifying your ventilation.

“Lastly, this innovative online system can show how much particulate a portfolio of buildings is removing from our urban settings,” Glassco says. “Rather than handing you a report that you plunk on a shelf and forget, we want to show you what can be done about IAQ on a corporate social-responsibility level. We want to help owners and operators show that their buildings are actually helping to clean the environment by removing particulate from the air.”

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:c\Xi k_\ 8`i Green Buildings and Healthy Indoor Air Go Hand-in-Hand Theodor Sterling is a multi-disciplinary consulting ďŹ rm providing indoor air quality, environmental and a variety of occupational hygiene & safety consulting services to clients around the world.

Sustainable buildings demand indoor environments of the highest quality.

LEED™, BOMA BESt, and other Green Building programs recognize Indoor Air Quality as an important performance parameter.

Whether you are constructing a new building or renovating, Theodor Sterling Associates Ltd. is your single source for the most current indoor air and environmental quality knowledge and services.

Our specialized services include: Indoor Air Quality Post Construction IAQ Monitoring (LEED™) Construction IAQ Program And Monitoring (LEED™) Monitoring of Building Materials Off-Gassing Mould and Moisture Assessments Proactive IAQ Monitoring Programs HVAC System Inspection for factors that could adversely affect the IAQ Occupational Hygiene & Safety Hazardous Materials Management (asbestos, lead, PCBs, mould) Industrial Hygiene Surveys Health & Safety Program Development, Implementation & Audits Health & Safety Training Programs WHMIS Program Management Noise Surveys and Control Programs Ergonomic Work Station Assessments ConďŹ ned Space Hazard Assessments Visit our website www.sterlingiaq.com to learn more about Indoor Air Quality for Sustainable Buildings.

THEODOR STERLING A S S O C I A T E S

Tel 604-681-2701 Toll Free 1-877-993-9933 310-1122 Mainland St. Vancouver, B.C. V6B 5L1

SETTING THE STANDARD SINCE 1973

MEMBER

Theodor Sterling Associates is a founding member of the IAQ Association of Canada and a founding member of the Canadian Green Building Council (CaCBC).

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respect your roof

Sean M Lang, IP, RRO, president, Inter-Provincial Roof Consultants Ltd.

One of a building’s most important parts is the roof.

Yet many people only perform maintenance on components they see or touch on a daily basis. Here are some tips to help you “respect� your roof.

Knowing your roof: Have a working knowledge of your roof system. Keep a dossier of all relevant information, such as the initial design specifications, the inspection reports from installation and records of any subsequent work or maintenance. These records will help you when you need to replace the roof or alter it to add skylights or other features.

Condition reports: These include photos and descriptions of issues found on your roof by professionals experienced with roofs. Should your roof require replacement, the budget figures from the report can assist you in planning your expenses.

Design specifications: Having a specific set of detailed instructions for installation is critical to your system’s longevity.

Tendering: Ask several reputable professional contractors for prices on the basis of the same specifications. By comparing apples to apples, you’ll make an informed decision in choosing a contractor.

Independent inspections: Have third-party inspections by accredited

registered roof observers with practical experience in applying roofs to make sure you get the roof you’re paying for and that it gets installed to specifications.

Guarantees and warranties: You must have solid guarantee and warranty coverage. Some contractors will provide extensive guarantees, then go out of business, leaving you hanging. Consider a thirdparty guarantee such as that provided by the Roofing Contractors Association of British Columbia (www.rcabc.org).

Follow-up inspections: How is your new roof performing? Certain contractor errors or manufacturing defects will only show up after some time has elapsed and the roof has gone through thermal cycling.

Dos ĄDo enlist a certified roofing professional. This is huge! All too often, people leave roof maintenance and condition reporting to generic maintenance staff or to inspectors who have learned by the book. Make sure your roof consultant has spent some time installing roof systems: often the only way to learn the tricks of the trade. ĄDo make sure your roof consultant is not working for a roofing contractor or roofing manufacturer. You need an unbiased opinion. ĄDo check your roofing contractor’s reputation in the industry. ĄDo check that your contractor is properly covered by insurance and has the proper coverage from WorkSafeBC. ĄDo schedule regular maintenance. Drains don’t clear themselves. Sealants need to be replenished regularly.

Don’ts ĄDon’t choose a roofing contractor by price alone. With roofing, you get what you pay for. ĄDon’t rely on specifications designed by a roofing contractor as their detail can be very minimal and typically leave room for interpretation. This can lead to disagreements, even litigation, if the installed roof doesn’t look or perform as you expected. ĄDon’t second-guess your consultant. You shouldn’t have blind faith, but you have hired a professional with years of experience, so rely on his or her judgment. Micromanagement leads to confusion and frustration. ĄDon’t do exterior upgrades to your building if you know roof replacement is imminent. Do the roof first, then paint walls or repave the driveway. Such new upgrades may get damaged during roof replacement. ĄDon’t leave roof issues to the last minute and then expect immediate attention from contractors and consultants. Roofing is a busy industry, and lead-time is important in order for informed decisions to be made. ĄDon’t leave temporary repairs in place on a roof. Supersede any stopgap measures with proper, permanent repairs as soon as weather permits. Most temporary repairs only last a few months at best, and water ingress will resume, damaging your interior.

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Has someone offered to provide free condition reporting, specification writing, or inspection services for your roofing project? If they sell or install roofing material, they may not have your best interest in mind.

We do.

We are a third-party, expert independent consulting firm working for you to protect your best interest.

Visit our website to find out more.

www.iprc.ca | inbox@iprc.ca 201 - 19232 Enterprise Way, Surrey, BC V3S 6J9 ph. 604-576-5740 | fax. 604-576-5790

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turn your office green

By Rebecca Edwards

It’s not just your business name and product that matter to modern consumers. They also want to know whether you have an impact on the environment.

A poll run by Environics for green electricity provider Bullfrog Power found that 80 per cent of Bullfrog’s residential customers surveyed placed more trust in organizations that chose clean, emissionfree electricity for their businesses.

The good news: you don’t need your own wind turbine to support renewable energy. Sign up with a green-power provider like Bullfrog Power and start advancing green electricity and reducing your environmental footprint today.

Power up with clean energy One of the easiest ways to show customers that you support clean energy is by signing up with a green-power provider like Bullfrog Power, which offers a green-electricity choice to any business or homeowner in British Columbia. Bullfrog injects lowimpact renewable electricity onto B.C.’s grid to match the amount of power a “bullfrogpowered� residence or business uses.

In B.C., this electricity comes from the Bear Mountain Wind Park near Dawson Creek, which has been certified as lowimpact by Environment Canada under its EcoLogo Program.

You won’t need to re-wire your home or do any construction. If you’re in business, this step can help you toward attaining Leadership in Energy and Environmental Design (LEED) certification from the Canada Green Building Council.

Green benefits your business “The majority of B.C.’s energy is still hydro-generated, so it is important to show support for new renewable-energy 16

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generators like the Bear Mountain Wind Park so that they are there for future generations to use,� says Theresa Howland of Bullfrog Power.

You will pay two cents more for every kilowatt-hour of electricity you use, but Howland says this only amounts to about $1 per day for the average residential household.

Your company’s environmental footprint will shrink, and you can show customers that you are part of the movement calling for change. “Consumers are looking to business and government to take a leadership role in terms of action against climate change, and this is one easy way businesses can do that,� says Howland.

Setting a green example The Vancouver Convention Centre has hosted major events and played a key role in the 2010 Winter Olympic and Paralympic Games by housing the International Broadcast Centre and the Main Press Centre for the respective events.

The facility recently created buzz by earning LEED platinum certification for its West building, becoming the world’s first convention centre to receive the highest LEED rating. The facility supports B.C. wind power with Bullfrog Power for its West building.

The centre also has Canada’s largest living roof: a six-acre eco-system featuring more than 20 species from the West Coast, including over 400,000 indigenous plants and grasses. The roof is also home to four beehives. The centre has installed a heating-and-cooling system that uses the adjacent seawater to moderate temperatures within the building.

Driven by a zero-waste target, the centre has established a facility-wide recyc-

ling program that recycles an average of 180,000 kilograms of waste each year: more than the weight of two Boeing 747s.

Driving change Coastal Ford Sales Ltd. offers automotive sales, financing, servicing, parts and accessories to B.C. residents.

With locations in Burnaby and Vancouver, the company has chosen green electricity with Bullfrog Power for its two locations.

Coastal Ford’s Vancouver facility is LEED-certified. The Burnaby location recently registered for the LEED program and is working toward certification. The company stocks electric vehicles for B.C. residents, and the buildings’ green features include geothermal heating and motion-sensor lighting.

Meeting green expectations “More than ever, our customers are asking about our environmental commitments and actions. Supporting green electricity is an important step in our implementation of more sustainable practices,� says Steve McNally, general manager at Hyatt Regency Vancouver.

One of Western Canada’s largest convention hotels and the preferred hotel of the Vancouver Canucks, Hyatt Regency Vancouver chooses 100 per cent B.C. wind power for its 14,000-square-foot ballroom as well as for every meeting room. “It’s becoming more and more of an expected thing,� says McNally. “Many meeting-planners these days come to us and say, ‘We want to make our meeting as green as possible. What is the hotel doing to allow us to go back to our associates, our management and our attendees and say this is a green hotel?’�

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face a cancer diagnosis head-on If you have been diagnosed with cancer, knowing what to expect and planning your treatment can help make this stressful time easier. Ask your doctor the name of the cancer, its size and location, where it started and whether it has spread. Learn whether it is likely to be slow-growing or more aggressive. Ask to review the available treatment options, the success rate of each and what side effects each produces.

5

Build a support network: Let friends and family help. They can run errands, provide transportation, prepare

Steps to take Get the facts: Gather all the information you can on your diagnosis, for an accurate understanding of what is going on inside of your body and what to expect from treatment.

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Bring someone with you: Dealing with a cancer diagnosis is difficult.

You will receive a lot of information, and absorbing it all may be hard. Bring someone you trust with you to take notes and help you through the process.

3

Maintain a healthy lifestyle: A healthy diet and adequate rest may help with the stress and fatigue of cancer and its treatment. Regular exercise and enjoyable activities can substantially improve your quality of life and help reduce the risk of cancer recurrence.

4

Get the tests you need: Ensure that your health-care team has all the information it needs to plan a treatment right for you. Ask your doctor to refer you for a PET–CT (positron emission tomography–computed tomography) scan. Go over the results together to gain a thorough understanding of your cancer and your best treatment options.

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Talk to others with cancer: It may help to talk to people who have been in your situation. Other survivors

Make sure your health-care team has all the information it needs to plan a treatment right for you meals and assist with household chores.

Encourage your family to accept help if it is needed. Remember: a cancer diagnosis affects the entire family and adds stress, especially to primary caregivers.

Help with meals or chores from neighbours and friends can go a long way in preventing caregiver burnout.

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Try to maintain your normal lifestyle: Maintain your normal lifestyle but be open to modifying it as necessary.

Take one day at a time.

Newly diagnosed with cancer?

Ask the following questions: ĂWhat kind of cancer do I have? ĂWhere is the cancer? ĂHas it spread? ĂWhat does my PET–CT scan show? ĂCan my cancer be treated? ĂWhat is the chance that my cancer can be cured? ĂWhat are my treatment options? ĂHow will the treatments benefit me? ĂWhat can I expect during treatment? ĂWhat are the side effects of the treatments? ĂWhen should I call the doctor? ĂWhat can I do to prevent my cancer from recurring?

can share their experiences and give insight into what you can expect during treatment.

Did you know?

A study done at Vancouver General Hospital in 2010 showed that PET–CT (positron emission tomography–computed tomography) scans changed treatment decisions in 50 per cent of cancer cases and improved decisionmaking in 83 per cent of cancer cases, revealing PET–CT to be a powerful tool in cancer care.

Because PET is the most advanced medical diagnostic imaging technology available today in cancer care, your doctor may order a PET–CT scan to provide information about your body’s chemistry and cell function (metabolism) as well as pictures of your body’s anatomy and structure.

This makes it easier for your healthcare team to diagnose problems, determine the extent of disease, prescribe treatment and see whether your treatment is working properly.

For more information, visit www.pet-ct.ca.

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define the primary purpose of your business Information supplied by the Training Group at Douglas College

A primary purpose, or primary goal, is critical for every business. It should encompass everything you do, every action you take and every product you buy in or manufacture.

Your primary purpose should be behind every service or treatment you provide, every communication you make and every transaction you conduct.

Without one, you will struggle with growth, sales, cash and success. Worse, your customers, clients or patients will not receive the service they deserve.

You will lose customers, word-of-mouth advertising and repeat business. Every morning, take a moment to remember that your function is to serve and deliver actual results to your customers or clients to the highest possible degree.

The business plan A solid business plan can make the difference between success and failure. Within it, you clearly define your purpose for being in business. It encourages you to perform in-depth market research, making you realize that entering the entrepreneurial world requires tremendous effort.

Your business plan will prompt you to explore many areas you may not have thought about and in reality may not know much about. Once you appreciate this, look for assistance from mentors, night-school instruction, third-party suppliers or provincially sponsored self-employment programs.

Business plans have these elements: Executive summary: In one or two pages, you’ll summarize the main points from each section of the plan.

The executive summary must capture the reader’s interest immediately.

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Business concept/description: This section covers the industry, segment and niche markets in which your business will operate. In preparing this section, you’ll need to perform market research, talk to people in the industry, check out websites of existing businesses, go to libraries and study industry journals until you’ve

and much more through financial statements. Should you hire a bookkeeper and an accountant? Do you need to borrow money from a bank or an investor? Which bank will you use?

Critical paths: These dated schedules help you manage the timing of set tasks

In your business plan, you’ll explore areas you haven’t thought about or don’t know much about gathered enough information that you feel comfortable entering the industry.

This research will be critical to your success in answering questions from bankers, investors, family and friends.

Marketing and sales plan: Lay out how you’ll bring your product or service to market, what your target audience is, how you intend to reach and sell to it and at what price. Include information on your competitors, your strategic alliances, suppliers, product or services, promotions, advertising and location if you are planning a storefront retail operation.

Operations plan: Include your business location, the form of business under which you’ll operate (sole proprietorship, incorporation or partnership) and your policies and procedures. List key members of your management team and outside advisors, along with descriptions of their responsibilities and relevant experience.

Financial plan: Cover every aspect of costs, revenues, payroll, owner draws

(financial, operational and marketing) so as to complete them all within the shortest possible time and in the necessary sequence or order of importance.

Finally, passion You need to be passionate about what you do, and your passion must be evident in your business plan. You can only provide great value and exceptional results if you are passionate about what you provide. Success and profits come more easily to those who follow their talents and enthusiasm.

Resources The Douglas College Self Employment Program can assist eligible participants with writing business plans, practical training, business advice, one-on-one mentoring and networking support to help them develop the skills they will need to start and operate successful businesses.

Also see www.smallbusinessbc.ca, an excellent online and local resource supporting business owners.

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deliver outstanding customer service and build lasting customer relationships Commissionaires BC has transactions with the company. developed a new corporate “Staff members who are consistently training course that goes beyond courteous and possess the knowledge to the basics of customer service. answer questions about the company in According to David Freeman, an honest, straightforward manner give manager of training and develop- clients the assurance that they are going ment, the new Service Advantage to be treated well and that all company for Customer Service Excellence course is promises are going to be kept,� says Freeabout improving the experience of customman. “Having that kind of reputation gives ers so that they remain loyal to your business. you an advantage over your competitors.� “Our customer-service course teaches the basics and beyond,� says Freeman. Cus- Tangibles tomer service is “about meeting the needs “Tangibles are all the things that customof the customer, taking ownership of the ers can see and touch,� Freeman says. situation, building a relationship and going “They are very important in providing the the extra mile.� This is good for your comkind of experience that will have custompany’s bottom line. ers coming back time and again.� “Customer-service employees are repreFunctional equipment, visually sentatives of the company,� says Freeman. appealing facilities and professional“They can encompass its philosophy, orien- looking employees all play roles. tation and value proposition and present them to each customer in such a way that Empathy will make those customers return each “Just the act of closing the sale won’t time. The company that grabs Service build relationships or rapport with your Advantage and runs with it can sweep the customers,� Freeman notes. “Empathy, marketplace in its sector.� trust, understanding and effective communication are what make customers want to do business with you.�

Reliability The first component of outstandEmpathy entails really understanding ing customer service is reliability. your customers’ position and feelings. “Customers want and need a sense “The ability to step back from your that the service that they receive will own emotions is essential for building be consistently excellent,� says Freeman. effective and constructive relationships “Reliability is a cornerstone of creating with clients. This means giving customlong-term relationships. By acting in ers the kind of individual, personal attenaccordance with this want, you provide tion that says you have their best interthe customer with a sense of security ests at heart and understand their needs.� and confidence in you personally and in the company. This builds loyalty.�

Responsiveness How quickly do you respond to customAssurance ers’ needs? How willing are you to help?

Assurance is the ability of employWould you go out of your way to make ees to instil confidence in customthem happy? ers and make them feel safe in their “The number 1 complaint from cus22

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tomers is lack of responsiveness from the person they’ve asked for help: you,� says Freeman. “Keep your clients informed and give them a sense that fulfilling their requests is important, that they are important. Responsiveness is a valuable human-relations skill that can help improve relationships, promote customer loyalty and lead to business growth.�

The Service Advantage course can be delivered at your workplace or at Commissionaires BC. Visit www.commissionaires. bc.ca/serviceadvantage.

Key takeaways Upon completing the Service Advantage for Customer Service Excellence course, participants will be able to: Ăunderstand the components of service delivery and how to be proactive in making it outstanding; Ărelate to how people react on the basis of their own histories, intent and norms and how these affect employee-customer interactions; Ădetermine what factors break communication down and how language fosters successful customer service; Ăcorrect behaviours and attitudes that prevent outstanding customer service; Ăuse the five components of outstanding customer service – reliability, assurance, tangibles, empathy and responsiveness; Ăuse newfound human-relations skills to affect positively all work relationships, not just with customers; and Ădevelop an action plan to implement their new knowledge into their workplaces.

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877 322 6777

*Does not include cost of materials. Some conditions apply.

FOR MORE INFO VISIT: www.commissionaires.bc.ca/serviceadvantageoffer

BE THE FIRST IN YOUR ORGANIZATION TO SIGN UP AND YOU COULD TAKE THE COURSE FOR FREE*.

HERE’S A NEW ANGLE: Introducing a course on customer service that goes beyond smiling and nodding.

This one is about improving the customer experience so you can improve customer loyalty, and ultimately your business growth. We believe the key is attitude—taking ownership of the situation, listening, and going the extra mile. Our SERVICE ADVANTAGE one-day course will give everyone in your organization insight into human behaviour that will help turn your customer transactions into lasting customer relationships.

A ONE-DAY COURSE THAT WILL CHANGE THE WAY YOU LOOK AT CUSTOMER SERVICE.

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make your small business look more professional with advanced communications Fostering credibility and establishing a trusted brand can be challenging for a small business, especially one without a big budget for advertising or promotional material. “It’s hard enough getting new business in the door as a small business,� says Lori Jetha, marketing communications manager for Navigata Communications, based in North Vancouver. “If you don’t project a professional image once customers contact you, your efforts will be wasted.�

Your telecommunications provider, however, can offer simple solutions to make your small business look more professional − without breaking the bank.

Hosted phone systems Upgrading your phone system to include the latest calling features can help you avoid customer wait-times and make your small business run more smoothly. Yet setting up and maintaining such a system yourself can be time-consuming and costly.

Telecommunications companies have developed hosted business phone systems that use cutting-edge Internet technology to let you upgrade and manage all your business communications on line, at a lower cost than having a traditional phone system. “Our Hosted PBX service is a bigbusiness phone system that includes the most up-to-date productivityenhancing features used by larger businesses,� says Jetha. “You just choose your phone and the features you need now, and we make sure that you always have the latest technology and truly reliable phone service − at the click of a mouse.�

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Business phone features One feature that distinguishes a business system from a regular phone is an “auto-attendant�: a recorded voice message or series of options that helps callers get to the persons or departments they need to speak to. “You may not have the budget to pay a receptionist, but you can still present a professional image to callers, which is essential to gaining prospective partners and clients,� Jetha says. “Hosted autoattendant technology lets you record a professional message and directs calls to the right person without tying up a physical resource. Anyone who phones your number will hear the automated message at the other end of the line − “Press one for sales, two for support� and so on − as if he or she were calling a larger company.� “Find me/follow me� is another feature that can help boost productivity and enhance customer service. “Small-business owners often wear many hats and may find themselves in and out of the office throughout the day,� Jetha explains. “When a client phones, this feature can be set up to try and reach you at several different numbers, so you won’t miss an important call no matter where you happen to be.�

Toll-free and vanity numbers A toll-free number is an inexpensive way to create brand awareness, reach a wider demographic and make your business look like a bigger company. “Toll-free numbers are free to set up, and there are no monthly fees. You only pay for the people who call you,� says Jetha. “Plus, when you advertise with a toll-free number, you’re saying that you serve a broader market than you would with just a local number.�

Using a vanity number tailored to suit the product or service you provide can further help brand your company and make your phone number easier to remember. Toll-free vanity numbers like 855-66-PIZZA are what she calls “good advertising and great branding for not much money.�

Virtual phone numbers If you want your small business truly to look bigger, a virtual phone number gives you a local number in any city where you want to do business without your having to open a physical location there. You can advertise a local number in Vancouver, Calgary or Toronto and answer the calls on your existing home, office or mobile phone. “Virtual phone numbers are a simple and affordable way to establish a local presence in key markets,� Jetha says. “They let you effectively reach a new customer base, test a new market before expanding and even offer customers a local support number without asking them to incur long-distance charges in order to reach you.�

Online presence A small business can project a better image simply by investing in a new website. Do you lack the budget for a web developer? Most web-hosting packages include the basic tools you need for building a site yourself, starting at just $14.95 a month. “Creating an online presence is a great, inexpensive way for a small business to look professional,� Jetha says. “Even a one-person company can gain credibility and generate more revenue simply by being available to new and current customers on the web.�

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get and apply international business skills with a master of global management degree To manage complexity and diversity in the global arena, today’s professional needs both practical experience and academic intelligence. Royal Roads University’s master of global management (MGM) program delivers a graduate-level international business education that helps you develop the managerial and entrepreneurial skills and competencies you need to succeed – in just 12 months.

What it is “Doing business today means working with and among different cultures,” says Pedro Márquez, dean of Royal Roads’ faculty of management. “There’s a growing need to develop strong international business skills. With that in mind, we designed an intensive, innovative, practical master’s degree. Individuals who complete the one-year MGM advance their skills – in law, finance, marketing, etc.

– to succeed in international business.

“What’s different about this program is that students apply what they’ve learned so that they can hit the ground running, performing and succeeding in an international setting right away.”

from other countries and cultures.”

Fahad Al Moammar currently works for an IT organization in Saudi Arabia that has diverse international employees and managers with international experience and awareness to lead the company.

He says, “I’m interested in growing my management skills to achieve a higher position within my company. I know the practical skills I’ll develop in the master of global management program at Royal Roads will help me accomplish my goal.”

Glover notes, “The emphasis in this program is on management – working

ourselves to traditional practices, we’re taking a unique approach to teaching about multiculturalism. It’s not just learning from a textbook. We’ll show movies, for example, that illustrate features of different cultures, then hold a roundtable discussion. Students will participate in labs designed to simulate what it’s like to do business and make professionally sound decisions in another country.”

Márquez describes the program’s predominant themes: cross-cultural awareness, ethical and rational decisionmaking, self-awareness and international-

Become an expert in a global sector with people, forming professional relationships – as opposed to just business.”

business skill development.

“We’ll also encourage each student to become an expert in a particular sector – the international mining industry, for instance,” adds Glover. The student gains “in-depth knowledge of that sector around the world: who the key players are and what current opportunities exist.”

The 12-month intensive MGM program also includes the option of a sixmonth Canadian internship.

“It’s not just about knowing theories,” Glover says. “It’s about making sure participants can apply what they learn.”

What is required While the MGM program prefers applicants with undergraduate degrees and several years’ work experience, international experience is not a requirement.

“We want students with some exposure to the working world so they understand the concepts and the issues they’ll face as managers,” Márquez explains. “The program is best suited to people who have a Whom it’s for strong motivation to develop competenSteven Glover, associate professor and cies in global business issues.” academic lead for the MGM program, Glover calls the program “ideal” for What is acquired says that “entry-level international man“Canadians who want to work internation- “The skills you’ll gain will provide you with agers and entrepreneurs looking to ally and differentiate themselves in that an advantage in competing for and in launch their own firms overseas would do context.” A “key ingredient” is “having the those international jobs,” says Márquez. well, those in the public sector and nonproper mindset – a curiosity about the “By the end of the MGM program, you’ll government organizations and those world [and] about other ways of doing be better able as a manager to play the without formal business training who business beyond the Canadian border.” global game and succeed.” want to acquire skills to pursue [advanced The MGM program starts March 21. careers] in the global arena. We’re encour- What is involved Application deadline is Februaging international students to provide Keeping program content “as real as posary 18. For more information, visit the opportunity to learn from individuals sible” is key, says Márquez. “By not limiting www.royalroads.ca/mgm.

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MAGICAL AND THAT’S JUST OUR CAMPUS.

It is magical. Where else can you study in a castle’s formal garden – and be surrounded by deer and peacocks? Start your day with a run – through 277 hectares of ocean-side parkland?

Learn in a 21st-century, 3,000 square-metre learning centre – where you interact with a renowned CEO – live, from New York?

Royal Roads University’s Master of Global Management degree is just as unique. Give us 12 short months, and we’ll give you the reďŹ ned knowledge and skills for today’s increasingly global business world. Everything you learn will have an international avor, and served up in some pretty unique ways. One example? Learning 200 words of business language in – say – Mandarin. How about mandatory labs –

BUSINESS AND MANAGEMENT

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watching business-themed movies? The Master of Global Management has one goal: to prepare you to work and lead in the diversity and ambiguities of the world’s business cultures.

We welcome applicants who’ve worked for at least two years, and have an undergraduate degree. If you don’t have a degree, we’d like to take a look at your (minimum seven years’) work experience.

Perform a little magic. Visit us, at www.royalroads.ca and see how you can transform your life. Our Enrolment Advisors would be happy to hear from you, too: learn.more@royalroads.ca, or 1-877-778-6227.

VIC TORIA BC CANADA

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centralize control of your fuel purchases Realizing that the old way of getting fuel squanders time, labour and company resources, businesses are finding a new solution that creates efficiency, savings and valuable intelligence: 4Refuel Canada’s Total Fuel Management (TFM) system. “TFM helps you to minimize cost and maximize efficiency by centralizing control of all of your company’s fuel purchases,� says James Lee, vice-president of systems development and integration for 4Refuel Canada. “This is done through our unique, fully automated, end-to-end fuelmanagement solution, which features streamlined fuel logistics, automated data collection and powerful tools for online control, cost reporting and usage analysis.�

Is fuel management for you?

Whether your business is a global corporation or a small business, TFM will change your thinking about fuel. With “conventional fuelling, businesses pay for thousands of hours of extra labour, administration, overhead, running time, maintenance and insurance and get nothing in return,� says Lee. “TFM gives you total control by capturing detailed data at every point of fuelling and reporting it all on line.�

It starts at procurement, through 4Refuel’s strong purchasing relationships with producers. Next, a broad network of mobile service trucks and personnel distributes fuel when and where it’s needed.

Lastly, TFM’s automated collection of fuelconsumption data gives you the information you need for optimal management.

Track every drop of fuel on line 4Refuel’s TFM program includes Fuel Management Online (FMO), a powerful 28

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system that shows where every drop of fuel goes so that you can centralize control of your purchases. “FMO stores detailed data from every fuel transaction across an entire fleet – including the exact amount of fuel that goes into each vehicle or piece of equipment, the date and time of the fuelling and a GPS location – in one central database,’�

Lee explains. “This data is sent nightly to our data warehouse and made available on line within 24 hours, providing you with detailed information that you can use to maximize fuel savings, as well as consumption analysis and reporting that puts you back in control of your fuel costs.�

Technology and tools, convenience and control FMO’s web-enabled tools help you spend less time and money on fuel.

FMO “allows your accounts-payable department to approve fuel invoices and transfer data into its systems without having to key-punch individual items into spreadsheets,� Lee says. “It also provides a consolidated view of all fuel purchased across all divisions, allowing managers to analyze usage and costs on line from anywhere in the world, track performance against fuel budgets instantly and identify poorly performing equipment.�

A major benefit for 4Refuel’s clients is that employees are happier because, says Lee, “we make their jobs easier.� “Every client loves the convenience.

Since FMO can eliminate certain tasks,� employees “spend more time doing more value-added work. Fuel costs are reduced because clients can identify potential areas of theft, and once people know that fuel is being managed effectively, theft is minimized or eliminated. Before FMO, many of our clients had very little or no

control over their fuel purchases. With fuel prices now exceeding $1.20 a litre, not managing fuel is financial suicide.�

Track greenhouse gas emissions on line TFM and FMO can help you measure your greenhouse gas emissions and manage significant reductions that can lead to major savings in fuel costs. “The core 4Refuel business reduces fuel consumption by clients because their trucks don’t have to burn gas driving to the station to fuel up,� says Lee. Thus “you can have one 4Refuel truck driving to a client site instead of 50 client trucks driving to a station.�

FMO helps you identify inefficient vehicles in your fleet and operators who do not drive in a fuel-efficient manner.

It also shows you the exact quantity of toxic emissions you’ve cut by centralizing control of your fuel purchases. “That’s something you can tell your own clients about: your new green initiative,� he says. “They’ll appreciate it.�

Get fuel-efficient Centralizing control of your fuel purchases starts by talking to a 4Refuel consultant to determine the most efficient ways to refuel your fleet. “Once you’ve selected your solutions, 4Refuel’s IT support professionals will work with you to show you how FMO can be used to implement fuel-management best practices for your organization,� says Lee. Such practices “are more than just about buying fuel at the lowest cost. They’re about streamlining the entire fuel-management process by making employees more efficient and giving managers the information they need when they need it.�

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organize a company retreat

By Lynsey Franks

You show up at work, gather with colleagues around the coffee-maker and prepare your warm mug of Java to take to your desk, cubicle or office. There you remain for the duration of the day, answering phone calls, responding to emails, writing reports and assisting customers. You interact but minimally with fellow employees, aside from intermittent conversations and maybe a weekly brainstorming meeting.

Planning a company retreat may renew communication and help to build and strengthen inter-office relations. Here are some things to consider.

Building relationships Victoria Anderson, the regional sales associate of Prestige Hotels & Resorts, says that the sole purpose of a company retreat is to facilitate the building of relationships among departments. This ultimately increases the company’s morale. “It’s a time for relaxation and sharing of ideas,� says Anderson. “It offers a less stressful atmosphere and supports an environment for work and play.�

Getting everyone together from every department promotes camaraderie: an act that Anderson says stimulates productivity and the ability to brainstorm by helping people get their “creative juices flowing� in an unguarded environment.

For the purpose of forming connections, Anderson says that a retreat can often create a better understanding of a company’s priorities, inner workings and goals, providing attendees with insight and a new sense of belonging.

The corporate office of Prestige is 30

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located in Kelowna, and there will soon be 10 additional hotel locations across British Columbia. While Anderson speaks to employees from the other locations frequently, she says there is no better morale-builder than a retreat.

Picking a location At Prestige, employees gather once a year for their annual general meeting.

Depending on the message you’re trying to convey, Anderson says that in planning a retreat you should consider accessibility, corporate image, recreational opportunities and quality.

While picking a location may seem difficult, Anderson notes that desirable space can fill up quickly. She recommends booking one year in advance. “You should probably have the event co-ordinator visit the venue to ensure that everything fits into what the event is about,� she says, adding, “sometimes websites can be misleading.� Consider the number of guests, the banquetroom size and the desired amenities, as well as guest accommodations. “We don’t usually give or get input [on location] from our employees,� says Anderson. “The surprise aspect of it is provides the ‘wow’ factor.�

In 2010, Prestige employees gathered in Kelowna in a luxury penthouse, a location that allowed them to cook their meals together, mingle, order in take-out and shoot some pool. Anderson says this experience brought everyone together.

Striking a balance All work and no play makes a company retreat a dull occasion.

In an ideal setting, a retreat offers a 50/50 balance of work-related and recreational activities. Says Anderson, “I would

say partial business and partial play. It depends on what you’ve got to cover.�

To co-ordinate an event, think strategically about its goal. Do you hope to emphasize one message in particular? Or are you wrapping up loose ends after a busy fiscal year?

For Prestige, Anderson says that senior management and the marketing and sales team busy themselves preparing informative presentations to bring to the group. “We want to plan for our upcoming year, drumming up business and helping to garner new ideas to do so.�

Depending on the distance travelled, a retreat should not exceed five days in duration; for the necessary material to be covered, it should be no shorter than two. “You don’t want to lose everyone’s interest by talking business all the time either,� explains Anderson. “That way you keep everyone fresh.�

Preparing your employees An itinerary should tell employees what to expect, allowing them to pack the appropriate balance of casual and formal wear. “If you are dressed in formal business attire, you are more amped to work that way because you’re already in that mindset,� says Anderson. “On the other hand, if you’re in a more casual brainstorming environment, people would rather be comfortable.�

Managers should hand out reading material beforehand to familiarize employees with the topics of discussion.

You can measure the success of your retreat by positive changes in employees’ attitudes about your company’s services.

You can gauge these by increased sales or productivity.

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maximize your catering experience Whether you need catering services for a business meeting, for a birthday party or for your wedding day, you can do several things to maximize the experience. “As professional caterers, we do our best to ensure that every event is successful,� says Karen Barron of Out to Lunch Cuisine Inc., “but there are a few things that clients can do to help ensure that the process runs smoothly.�

Steps to take Check references: “Ask to speak to past clients or get recommendations from friends and colleagues,� Barron suggests. “Out to Lunch provides photos and testimonials on line that can give you a better sense of our services and experience.� Also check your potential caterer’s Better Business Bureau rating and read business reviews on the Internet.

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Book early: “Booking early means that you’re giving the caterer enough time to prepare and cover all the bases,� says Barron, adding that different events require different lead-times. “It’s about how many guests you’re having and the importance or complexity of the event. If you’re hosting a business lunch for 15, you wouldn’t have to book too far in advance. A wedding, on the other hand, should be confirmed at least six months out.�

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Add value: Besides the food, what services can your caterer cover and at what cost? “Professional caterers can arrange for linens, china, etc.,� Barron says. “Out to Lunch can even assist you in planning your event, choosing a venue and selecting the wine.�

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Taste-test: Try before you buy. “A great caterer will invite you to come in for a tasting prior to your event,� says Barron. At Out to Lunch, we encourage people to schedule tastings so that they can sample the food ahead of time.�

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Be specific: Most caterers will ask you to complete a form with details of your event. “Be as specific as possible and include any and all special requirements,� Barron says. “Don’t leave anything out: the number of guests, the venue you’ve booked or are considering, the occasion and theme, the type of meal you want or any special food requirements you or your guests have.�

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Be honest: Neglecting to disclose important details can make or break your event. “You’d be shocked

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Time it right: Throwing a party at seven o’clock puts the onus on you to serve dinner to your guests. “Keep the time of your event in mind, or you’re going to have some very hungry party-goers,� says Barron. “If your budget is too tight to include dinner, instead of compromising on the menu, why not push it back a few hours and serve dessert instead?�

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Count your guests: While a good caterer is always prepared for a few extra guests, there’s a difference between two unexpected mouths to feed and two dozen. “Letting the caterer know the day before your party that the guest list has grown by more than 10 per cent can be a big problem,� says Barron. “At a time when the catering staff should be setting up and adding the finishing touches, having to seek

Be specific about all important catering details at how many people hide the fact that the events are actually their weddings, because they think it will drive up the price,� Barron says. “This can really compromise the quality of your event, not to mention the enjoyment and satisfaction of your guests.�

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Budget wisely: Be forthcoming and realistic about your budget. Barron says to “plan the party with all costs in mind.

Everyone wants a good deal, but being unrealistic about what you can afford is pointless. If you reach out to your caterer for help, he or she can guide you through your options to give you the most bang for your buck, like forgoing fine china for more affordable dinnerware.�

out additional cases of wine, prepare hundreds of extra hors d’œuvres or find 15 more pounds of shrimp can really compromise the quality of your event.�

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Trust your caterer: Although you’re expected to be involved in planning, attempts to micromanage the catering staff during the event are likely to cause problems. “The time to communicate your wishes and requests is prior to the event,�

Barron says. “On the day of the party, relax and trust the professionals to do their jobs. If you find yourself wanting to oversee every detail, take a deep breath and remember: that’s why you hired us in the first place.�

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maximize meeting value and optimize results David Gouthro, The Consulting Edge

Meetings are the bane of organizational existence. How can you increase the return on investment of all the time and money spent on them?

Simple: use a facilitator.

What is a facilitator? “To facilitate� means to make something easy. In business, a facilitator is a skilled professional who eases tasks involving important conversations with two or more persons, such as planning, problem-solving, developing teams, setting goals, resolving conflicts, identifying corporate values, creating an organizational mission or determining criteria for selecting new business partners.

Why bother using one?

A facilitator creates a safe, productive meeting environment, allowing for conversations that engage participants more fully. Improved efficiency, wiser decisions, greater commitment to action and, ultimately, better outcomes result. Facilitators apply flexible processes to resolve complex issues; mitigate power imbalances; allow junior participants to offer opinions without fear of reprisal; ensure that conversations focus on issues, not personal agendas; adapt to required changes in direction; move people back on task when they wander; and, afterwards, help ensure that clients keep the commitments they’ve made.

What to seek in a facilitator Look for facilitators who are great communicators, observant, flexible, quick to learn, client-focused, politically savvy and broadly experienced. They should have many proven group processes upon which to draw and be able to blend them together seamlessly. They should 34

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have the courage to deliver tough messages that clients need to hear (even if they do not wish to). Ideally, they use humour in skilful ways to energize and engage participants while they’re working toward desired outcomes.

Are all facilitators created equal?

As in any field, no two facilitators are identical, nor is anyone appropriate for every client. Facilitators have different strengths. One may be wonderful at rigorously following a tight, minuteto-minute agenda, while another may have an exceptional ability to shift gears quickly to follow issues of organizational value. Some develop depth and expertise in one or two specific industries, whereas others work across a wide range

thus builds long before the meeting even begins. Allow the facilitator to draw upon a wide range of his or her experiences and to recommend processes and technologies for helping groups reach desired objectives.

A final agenda should be mutually agreed upon and distributed to participants. If you wish the facilitator to take on additional tasks such as reporting, follow-up or ongoing support after the meeting, you should agree on such additional elements in advance.

Can’t afford a facilitator?

Ask yourself whether you can afford the cost of fixing the mistakes that result from an unsuccessful or unproductive meeting. Weigh the cost of a facilitator

Facilitators can help you achieve positive outcomes and save time, money and aggravation of industries and organizations. Do your due diligence by talking to a few different facilitators (and their clients!) to find the one who best suits your needs.

How to work with a facilitator To gain maximum value from your investment in a facilitator, work closely with him or her well ahead of time to ensure good understanding of the organization’s issues and culture and the desired outcomes for the meeting.

This process may include interviews with key stakeholders. Appoint an executive committee or a representative sample of the meeting’s participants to help plan and organize the meeting. Buy-in to the meeting’s purpose and process

against work hours lost if your team has to go back to the drawing board time and time again. Relative to the cost of bringing people together for a meeting in the first place, the incremental cost of a facilitator is invariably a wise investment.

Some organizations use internal facilitators to reduce costs or capitalize on corporate insights. In many cases, this decision is prudent. Yet when meetings are likely to involve large egos, high stakes, complexity, multiple levels of the organization, large numbers of participants, tension or low degrees of trust, using experienced, skilled facilitators can greatly increase the likelihood of positive outcomes, saving you time, money and irritation.

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David Gouthro FACILITATOR

“David brings energy, clarity and fairness to meetings in a way that is constructive and productive. He makes it okay to have fun while participants stay focused on their tasks. And he doesn’t let people get away with slacking off!�

Ruth Malli, City Manager, Town of Ladysmith “David facilitated a meeting with over 200 participants from diverse backgrounds and interests, and managed to keep people engaged, interested and confident that action would result from their efforts.�

Peter Leitch, Chair, Motion Picture Production Industry Association and President, North Shore Studios & Mammoth Studios “David has a great ability to help us explore delicate matters in an environment that allows participants to avoid the defensive behaviour that often accompanies tough meetings. His flexibility and appropriate use of humour keeps us on task and fully engaged.�

Adrian Legin, CEO, Coastal Community Credit Union

Facilitating for over 30 years . . . r $PSQPSBUF TUSBUFHJD QMBOOJOH r #PBSE QMBOOJOH XPSLTIPQT r "TTPDJBUJPO NFFUJOHT r &YFDVUJWF UFBN EFWFMPQNFOU r $SFBUJWF QSPCMFN TPMWJOH r $POGFSFODF IPTUJOH r QBSUJDJQBOUT With experience in . . . r "SUT BOE $VMUVSF r &EVDBUJPO r &OFSHZ r 'JOBODJBM TFSWJDFT r (PWFSONFOU BMM MFWFMT

r )FBMUIDBSF r *5 r .JOJOH r /(0T r 1IBSNBDFVUJDBMT r 3FBM &TUBUF r 3FUBJM r )JHI 5FDI r 6UJMJUJFT

David Gouthro The Consulting Edge 102-2221 Folkestone Way, West Vancouver, BC V7S 2Y6

“David has the ability to quickly change the direction of a meeting if it appears there is a higher value outcome to be addressed by the group.�

Gary Young, Director, Legacies and Integration, Richmond Olympic Business OďŹƒce “David had never worked in our industry (Building Owners and Managers Association) before, yet he did his homework, came in to work with us for the first time and totally nailed the meeting – he was fabulous!â€?

Jon Wellman, Vice President and General Manager, Bentall Real Estate Services “We had a lot to achieve in a short period of time. We got much more accomplished than I hoped for or expected when David facilitated a critical meeting for us.�

Lee Malleau, Director, Business Development, Vancouver Economic Development Commission “David consistently did a great job for us at the Ekati Diamond Mine in the NWT. As a result, we engaged him to work with us at several of our operations in Peru, Suriname and Indonesia.�

Anne Marie Dawe, HR Manager, MCP Indonesia, BHP Billiton “David is one of the most creative facilitators I’ve ever had the pleasure of working with. He has a wealth of experience that allows him to draw from a deep “bag of tricks� in order to keep groups moving in a positive direction, regardless of the circumstances. He doesn’t get intimidated, nor does he intimidate. His confident, good-humoured manner is very effective in getting groups to work together toward a common purpose – and to have an enjoyable time while doing so!�

Bob Willard, Author, The Sustainability Advantage, The Next Sustainability Wave and The Sustainability Champions and former head of IBM Canada Leadership Development

604-926-6858 or 800-685-6818 dgouthro@theconsultingedge.com www.theconsultingedge.com

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prepare your business for an emergency Rebecca Edwards

Could your company continue to function normally if an earthquake or fire damaged your headquarters? Would you be able to keep your staff safe during an emergency? Do you have backup systems to get your business up and running again?

Concord Security Corp. has operated throughout British Columbia and Alberta since 1983, and it added risk and emergency-management services in 1999. Its risk experts offer the following advice for emergency preparation.

What to do Get started: The sooner you begin, the more prepared you will be.

Begin by thinking about the possible risks to your company and how to prevent or mitigate them.

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the plan to reflect new hazards and regulations such as the B.C. fire code and requirements from WorksafeBC.

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Keep plans user-friendly: “Too many emergency plans are kept in big binders and never get used,� says Concord general manager Mark Forward. “At Concord, we condense a client’s documents into a single handbook that the client can keep in a briefcase so that it’s always close by in an emergency.�

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Get everyone on board: “All staff members from the receptionist to the sales clerk to the president need to know what their roles are,� says Maradi. “Don’t inundate them with information; give regular, short training sessions and hold regular practices. Make sure everyone has emergency supplies at home too.�

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Get an expert: Overwhelmed by the thought of resolving power failures, computer viruses, winter storms, a major earthquake, forest fires or a pandemic?

A trained emergency-management professional can offer a fresh perspective on how to weather the storm.

What are you up against? Concord’s risk manager, Sandor J. Maradi, says that a proper hazard, risks and vulnerability assessment shows you which problems you could realistically face, from a major earthquake to a truck hitting a gas main in your street.

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Plan your planning: Form a planning committee that will meet regularly, develop an emergencymanagement plan, co-ordinate staff training and plan drills and table-top exercises. Meet often and keep updating

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Test your plans: “Table-top exercises give everyone a chance to consider a scenario and how he or she would deal with it,� says Forward. “They are very popular with our clients. We might ask them to consider what they would do without power for several days or how to protect their business assets.�

Get supplies: Do you have emergency first-aid kits, high-visibility vests, emergency lighting and backup power? B.C.’s Provincial Emergency Program recommends that every home and office have enough food, water and essential supplies to last 72 hours.

How would you communicate with your staff in an emergency if electricity or telecommunications were unavailable?

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Involve your suppliers: Ask your key suppliers what their emergency plans

are. Include them when you are creating your plan and training staff. If your company’s survival relies on a supplier’s showing up no matter what, build a servicelevel agreement into your contract so that the supplier knows what you need.

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Planning is easier than explaining: “If emergency planning seems tough, imagine explaining to an employee’s family why you didn’t have a management plan to save his or her life, or explaining to your staff why the business folded,� says Maradi. “Split planning into manageable steps or hire a professional to save you valuable time.�

Are you ready?

1. Faced with a major emergency or loss of operating capacity, can your business recover its competitive position quickly and efficiently?

2. Does your business have an emergency-preparedness program that acknowledges its employees as its most important asset and their safety and well-being as major concerns?

3. Does your business follow WorksafeBC’s rules and regulations for emergency preparedness?

4. Does your plan take into consideration that outside help will probably not be available for three days or more after a major earthquake?

5. Are emergency plans and procedures part of your company’s training program for employees?

If you answered “No� to any of these questions, then you should consider creating a risk-management plan.

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we do more We do more...to protect your assets By offering a full range of security services and products including our new video monitoring and parking control solutions We do more...to safeguard your reputation By providing courteous, trained, professional staff to meet all your security needs We do more...to simplify your life By providing the breadth of security-related services which include emergency planning and expertise from a single trusted source www.concordsecurity.com Please note our new address #925 – 4710 Kingsway, Metrotower 1, Burnaby, BC V5H 4M2 Phone: 604-689-4005 Fax: 604-689-3244

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Concord Security is the only local security provider who offers: â–˛ Emergency preparedness planning â–˛ Customized emergency handbooks â–˛ Table top exercises & training â–˛ Emergency notiďŹ cation software services â–˛ First aid training â–˛ Emergency & ďŹ rst aid kits

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live for today and plan for tomorrow Baila Lazarus

Maple Ridge is a city whose time has come. No surprise that it consistently gets accolades as a place to live and work. Until now a well-kept secret in the Fraser Valley, today it has good reason to take centre stage, with billions of dollars’ worth of transportation infrastructure, a growing city centre, a community geared toward sustainable growth and a way of living second to none.

Follow the money Maple Ridge has been designated by the Real Estate Investment Network (REIN) as Canada’s number 5 top investment city and (once again) as B.C.’s number 2 top investment town.

REIN president Don Campbell is amazed that a city of just over 70,000 could reach such levels: “There are over 800 cities and towns in Canada. To be even mentioned in top 10 is an honour.

You know they’re not number 5 out of 10; they’re number 5 out of 800. Even more impressive when you consider the other top 5 cities start at 700,000 population and go up from there. So to have a city the size of Maple Ridge even mentioned in this report tells you this is a city with a future, not a past. It’s remarkable.�

Campbell is clear which economic factors will have an impact on development. “Transportation is going to be a catalyst – the Golden Ears Bridge [and] the Pitt River Bridge, along with the Port Mann; it will be one of the most accessible areas in the region. You’re seeing more major employers coming into the area.

It’ll bring residents, business and jobs. “Along with everything else, it’s a beautiful place to live for lifestyle and affordability.�

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The whole package Location, growing population, good jobs and accessibility are four reasons that Tammy Rea sees Maple Ridge as a great place to start a business.

The area manager for business banking at TD Canada Trust, Rea also cites a helpful city council and staff. “They come to the table with incentives,� says Rea. “It makes my job

“The question is not if we grow, but how we grow,� says Daykin. People will be able to live, work and go to school where they were born and raised; they won’t have to leave the community.

People continue to be drawn to Maple Ridge for its small community, its rural feel and the access it provides to the great outdoors, says Daykin. “If there is a big-box store, it’s

“Maple Ridge is a beautiful place to live for lifestyle and affordability� – Don Campbell, president, Real Estate Investment Network easier. I can go in to talk to people in city hall to see how we can work together. There is great communication, and having an accessible council tells me they’re interested in helping.�

For small businesses, says Rea, the enthusiasm for growth, the facelift downtown and access to new regional markets are key. Moreover, because real estate is so reasonable, a business can afford to purchase commercial space rather than leasing: a great investment opportunity. “It’s the whole package,� says Rea. “What you have access to is pretty phenomenal.� She’s also impressed that it’s a place where the mayor goes out and introduces himself to every new business.

Building for our grandchildren Maple Ridge Mayor Ernie Daykin is just that kind of a mayor — born and raised in the city, with a family history there of more than 100 years.

There’s sometimes tension between urban growth and rural feel, but the strength of the council is supported by input from an engaged community.

going to be the greenest and most eco-friendly LEED-platinum building out there. We will not accept a tilt-up box with a sea of asphalt. “To be recognized as one of the top communities in B.C. or Canada not just for investment but for liveability: we can take that to the bank.�

Did you know? ĂIt’s the second year in a row that the Real Estate Investment Network has named Maple Ridge B.C.’s number 2 top investment town and “the place to live for lifestyle.� ĂAn innovative, aggressive threeyear incentive program will launch in 2011 to attract investment to densify the town centre, diversify the tax base and help create high-value local jobs. ĂThe city has invested more than $80 million in downtown infrastructure, and 1,200 residential units have been added in the last two years.

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We see more than jobs. We see careers.

If you want access to the largest pool of accounting professionals in B.C., look no further than CGAjobs.org. Whether you’re an HR professional looking to hire the best accountants or a CGA student looking for a rewarding career, CGAjobs.org is your hub. Using CGAjobs.org puts career opportunities in front of qualiďŹ ed professionals to ensure you get what you need. Gain access to the breadth of knowledge and experience that a CertiďŹ ed General Accountant adds.

Get connected today. Go to CGAjobs.org.

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