Real Tools for BIZ
1= N +
The BIZ. Tools Podcast
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/ 8" # 6 4 * / & 4 4 .0 / 5 ) : ." ( " ; * / &
Dave Says... On Business What is a Free Market?
May 2014
Books on Customer Service You Simply Must Read Today
GET YOUR BBQ ON W/ RIB TIPS Meet Kristen Brown of Brown Builders BIZ. Spotlight
The Engine That Powers the Tourism Industry in Shreveport-Bossier
Legislative Update Page 25
DELIVERED TO BUSINESS LEADERS THROUGHOUT SHREVEPORT-BOSSIER
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Biz. Magazine • May 2014
The First Word
W
You can’t always give without receiving, or you will run out of resources
pecialt y ca re p rovider Are yyou ou a s Are specialty care provider w ho w ould like lik ke assistance a s s i s t a nc e m eet ng who would meeting M eaningful U se objectives? objectives e ? Meaningful Use
e all have our morning routines. Mine involves a shower and the use of body wash. There is nothing special about the routine, but it is mine and I am happy with it. However, I have become increasingly annoyed with my body wash. Sure, it gets the job done. But lately it has been harder and harder to get more “washâ€? out of the bottle. Initially, I thought it was clogged or something. Each time I would squeeze, the stream of soap would trickle a little less. However, the weight of the bottle made it obvious there was plenty of soap remaining. It was almost as if the bottle was mocking me. Each morning I would grab the body wash, only to be frustrated with the diďŹƒculty surrounding “soap extraction.â€? This went on for about a week until I decided it was time to take “drasticâ€? action. I would remove the cap and pour. I grabbed the bottle in one hand, ďŹ rmly gripping the cap in the other, and gave a strong twist. “Whoosh‌â€?
The bottle inhaled like it was gasping from breath. After that, the soap owed freely through the cap. All was well with the world again. Then it dawned on me. My continuous squeezing over an extended period of time, with no air intake crated a vacuum. I was actually working against myself and didn’t even know it.
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W WE E CAN CAN H HELP ELP
I learned a business lesson that day. Much like the bottle of body wash, we often think we have to give and give and give, never to receive from others. We never take the time to learn new things about our craft/industry/career because we are too busy “doing.� It can be exhausting.
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Bob Burg, co-author of “The Go Giverâ€? calls this “The Law of Receptivity.â€? Bob says the key to eective giving is to stay open to receiving. As business and community leaders, we should take an intentional approach to receiving. We should read books, attend conferences and have meaningful conversations with those who can speak into our lives. Otherwise, we create the very same vacuum the body wash experienced.
. .FEJDBJE 4QFDJBMJTUT 1SPHSBN FEJDBJE 4QFDJBMJTUT 1SPHSBN
No one likes an uncooperative hygiene product. And your business needs you to be easily “squeezed.�
Inside this month
In this issue of BIZ, we tackle to subjects of hospitality and customer service. Our local market has been blessed as a tourist destination. However, without great hospitality and customer service, that blessing may just go away.
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Every business can learn a thing or two about these subjects. It is our hope that you will not only learn from this edition, but apply that knowledge to your business.
David Specht Jr. President of Specht Newspapers, Inc. Read his blog about leadership at www.DavidASpecht.com He may be reached via email at dspecht@bossierpress.com.
A HEALTH CARE QUALITY FORUM INITIATIVE
A Tale of Body Wash and Business
T TO OL LEARN EARN MORE MORE DPOUBDU VT BU DPOUBDU VT BU (225) (225) 3 334-9299 34-9299 PS rec@lhcqf.org PS rec@lhcqf.org
lhcqf.org lhcqf.org
May 2014 • Biz. Magazine
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Contents 20
‘Create an Experience’ Attractions Association offers quarterly seminar
On the Cover
29
Blazing a Trail in the Family ‘BIZ’
Kristen Brown creating a legacy in construction
May is National Tourism Month, and Shreveport-Bossier is blessed to have a thriving tourism industry. However, this industry can only be sustained if businesses provide excellent hospitality and customer service.
25
What’s Happening in Baton Rouge?
Shreveport Chamber outlines legislation as it affects business
Regulars
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BIZ. News Online
The BIZ. website at www.bizmagsb.com is Shreveport-
home for business news, updated as it happens. In / 8" # 6 4 * / & 4 4 Bossier’s addition, users can sign up for a free BIZ. Daily Report to .0 / 5 ) : ." ( " ; * / & keep up with BIZ. news from the comfort of their Inbox.
Want to advertise? http://bizmagsb.com/adrates/ Volume 5, Number 2 | ©Copyright 2014 by Specht Newspapers, Inc. All rights reserved. BIZ. is published each month by Specht Newspapers, Inc. at 4250 Viking Drive, Bossier City, LA 71111. Telephone (318) 747-7900. Information in this publication is gathered from sources considered to be reliable, but the accuracy and completeness of the information cannot be guaranteed.
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Biz. Magazine • May 2014
3
A Tale of Body Wash and Business
5
Service... Defined
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We Are All Called to Serve
11
You can’t always give without receiving, or you will run out of resources
“An act of helpful activity; help; aid: to do someone a service.”*
Everyone should be in the Customer Service Department
The ‘New’ Customer Service Department Social Media can help you stand out with customers
13
Armed with Info
24
Dave On Small Business
Help customers find things they can’t get online
What Is A Free Market?
Tools You Can Use When it comes to winning in Business, it helps to have the right “tools” for the job.
Win-Win Powertools
Service... Defined
B
“An act of helpful activity; help; aid: to do someone a service.”* IZ Publisher, David Specht, made the assignment for this month’s edition of the BIZ and I immediately had more questions than answers. Service! What level of service? Whose definition are you using? I quickly found the definition above and several others that were basically the same. But something was missing… The Customer! Service is in the eye of the beholder…the receiver.
Jerry Frentress Speaker & Coach, Win-Win Power(ful) Tools for Sales, Service and Employee Interviewing. Website: www.WinWinPowerTools.com. Business Facebook: www.Facebook.com/WinWinPowerTools . 453-6080 / Bossier City
What do your customers think outstanding service is? Exceptional service? Stand-out service? What level of service do they want or expect? If you want their continued business, you should know. That brings up another question. How do you find out? Step up to the bar and show some interest and appreciation for the customer’s business and…ASK.
A little effort is required on your part Mr. or Ms. Manager or owner. How do you think you would “FEEL” if the manager/owner came out to meet you, thanked you for the business and asked if they met your needs and provided exceptional service? How would you feel if after making a purchase, you received a call from the store owner thanking you and inquiring about how you felt in his store and was the service what you expected? Not a form letter with a printed signature. Too much? Ask anyone; it’s the little things that really count. “We wildly underestimate the power of the tiniest personal touch.” — Tom Peters**
Wait, he’s the manager! He didn’t have to; he wanted to make a statement to his customers and employees. Loyalty is born out of providing this exceptional level of service and it’s all good. And, it’s worth repeating. Loyal customers continue to buy from you, they buy more, they recommend your business, they provide leads, and they understand when there is an error and work it out with you. Their Loyalty even helps them resist your competition. That’s a WOW list given to YOU by the service you provide! Good Selling & WOWing! Jerry
Earlier, I wrote about Holmes Honda Manager Mark Johnson and his Service/Loyalty plan. When I first met him at the Holmes Honda dealership, he was helping customers by writing up service orders out in the service bay.
*http://dictionary.reference.com/ **The How of Wow by John Murphy/ SimpleTruths.com
May 2014 • Biz. Magazine
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Marketing B-S (Bossier-Shreveport)
L
We Are All Called to Serve what our job entails or what our job description happens to be, everything we do revolves around serving others. As such, we can never lose sight of what we do, where we are going and why what we do is important. Thus, what we do, where we are going and why we do it matters. It matters to us as owners, managers and sales team leaders and it determines our future. Also, it matters tremendously to those we serve and it determines their future too — always!
Everyone should be in the Customer Service Department
Randy Brown
Advertising/Marketing Guru He is the Advertising Director for Bossier Newspaper Publishing Company, Inc., publishers of the Bossier Press-Tribune and BIZ. Magazine Randy may be reached at rbrown@bossierpress.com
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Biz. Magazine • May 2014
ast month, I had the distinct honor and privilege of attending the Dave Ramsey Entreleadership One Day workshop event in Dallas. David Specht and Sean Green from our our leadership team were also in attendance. We had an awesome experience and we all learned so much! Our learning experience centered around Dave Ramsey's core philosophy that business done with excellence matters. Furthermore, people matter. Both your team members and your customers are people. Thus, our jobs as sales team leaders, managers and business owners revolve around serving others. These people matter! Essentially, we are called to serve.
To Business Excellence" will be determined by our answer to these two questions. In short, we should all think of ourselves as service specialists. Every day, we all have numerous occasions to sharpen our skills, exercise our abilities and maximize our opportunities as service specialists.
How well do we serve our team members? How well do we serve our customers? Our "Journey
Every business is a service business. Every business position is a service position. No matter
As Dave Ramsey says, “A championship team is no accident.” As a leader, you must develop a championship playbook for your team. Don’t treat your customers like revenue units, treat them like people. Your vendors are people, treat them like family. And finally, your team members are people. Don’t treat them merely like units of production. As the Bible says in Luke 6:31, and as we have heard for most of our lives, “Do unto others as you would have them do unto you.” A higher calling matters! As leaders, we have a higher calling! We are called to serve!
May 2014 • Biz. Magazine
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Biz Tools
Do Something The speed of business is ever increasing. The successful business leader stays on top of the tools and information to help his company grow.
Books No Excuses for Not Reading
It Is All About Service
Delivering Happiness Tony Hsieh In DELIVERING HAPPINESS, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and life, from starting a worm farm to running a pizza business, through LinkExchange, Zappos, and more. Fast-paced and down-to-earth, DELIVERING HAPPINESS shows how a very different kind of corporate culture is a powerful model for achieving success-and how by concentrating on the happiness of those around you, you can dramatically increase your own.
Raving Fans
Ken Blanchard and Sheldon Bowles "Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.
App of the Month Amazon Every book mentioned on the BIZ Tools Page is available via Amazon. In our “mobile world,” simply going to a website may not be the most effiecient way to conduct business. The Amazon App provides more than just access to the millions of items for sale on its website, it offers quick and easy ways to refine searches, add to wish lists and hanle all the tasks during the search and purchase process. Amazon is more than books, too. Just about any product for any purpose is available at the online giant. In fact, all of the equipment used to record the BIZ Tools Podcast was purchased via the Amazon App. Happy shopping....
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Biz. Magazine • May 2014
Be Our Guest
The Disney Institute Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.
More Tools Listen Up
Podcast of the Month AskPat with Pat Flynn Pat Flynn, the energetic host of the Smart Passive Income Podcast has a new helpful daily podcast, AskPat. “Before the idea for AskPat, I used to answer voicemail questions from the audience at the end of The SPI Podcast, which isn’t going away and will continue to run weekly. But, I felt like the questions changed the feel of the episodes that were often about something else,” Flynn said. Each show is in a bite-sized 5-8 minute format which makes it easy to catch up if you fall behind.
On the BIZ. Tools Podcast This Month: BIZ Tools Book Club Customer Service is King Plus, much more!
Last Month EntreLeadership 1-Day Revisited Business Image with Mollie Corbett Listen to the BIZ. Tools Podcast at: boztoolspodcast.com
#WorthFollowing @DaveRamsey @ChrisHogan360 @ChrisLocurto @EntreLeadership @AmyKinnaird
May 2014 • Biz. Magazine
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A s i a t d d M S k c a
Uncommon Sense Marketing
I
The ‘New’ Customer Service Department
Social Media can help you stand out with customers f you want to trump the competition, excellent customer service is a must. Everything the customer touches or experiences with you and your company is an opportunity to WOW them. You might have a really great product, but if your customers have a bad experience with you, they aren’t coming back. On the flip side, don’t forget to shower a business with praise when they deserve it. Businesses with a customer service department can utilize social media as an excellent tool. There’s no waiting in line or on hold time. Many companies are successfully using Twitter to communicate with their customers. A couple of months ago I tweeted with AT&T (@attcustomercare) when I was not getting satisfactory support over the phone and was able to quickly
Amy Kinnaird
Social Media Evangelist Amy is a corporate trainer and speaker on primarily marketing topics, but most people locally know her as the Social Media Evangelist. Over the past 6 years she has spoken to dozens of groups, and taught hundreds of people how to use Social Media for marketing their businesses. She has 35 years experience in marketing, and has trained people on computers and software forever. She’s at the intersection of Tech and Speak.
get to a representative whose job it is to respond to Twitter communications. Comcast @comcastcares and Delta @deltaassist are other examples of businesses using social media for customer service. Another idea is to create a series of videos that answer your most frequently asked questions (FAQ’s). Then direct callers to the appropriate video on your website. If demonstrating something either on the computer or with your product makes sense in order to solve a user question, create a video that specifically answers their question and send it. If you want to capture a demo of something on your computer screen, try Camtasia or Jing from TechSmith.com. To stay one step ahead, create “wow” experiences. Here’s one that happened to me: Two summers ago when we were in the middle of over 50 days of 100 plus degree temperatures (how can you forget?) I was pulling through the bank to deposit a check and get some cash. When the little container came back to me through the bank chute, I took out my receipt and cash and saw something else there. It was a Popsicle! I chuckled and looked over at the teller. She was laughing and said, “It’s Beat the Heat time.” What a very small and inexpensive thing to do to create a great customer experience. Another friend tells me her bank gives out dog treats in the drive through if you bring your pooch along for the ride. Think about how you can add unexpected customer experiences for your own clients. It doesn’t have to cost much or be extravagant. Sometimes it’s the little things that matter the most.
May 2014 • Biz. Magazine
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Business news you can’t wait to read. Business news is happening all the time
in Shreveport-Bossier. And nothing keeps
you in the loop better than the BIZ. Daily Report. Get the latest by email each day.
Sign up for FREE at bizmagsb.com/report.
12 Biz. Magazine • May 2014
Business Development
File Photo
Armed with Info
T
Help customers find things they can’t get online
he customer has always been right, but now they are also informed. “The customer is always right” may have been an eye-roll-inducing comment in the past, but today it is a more accurate statement. The modern customer is likely to come into your store having previously vetted your company or product via the Internet. They may even do the vetting from their smartphone right inside your store. It might seem like this makes quality customer service less important. They’re already in your store. They already know what they want. They’re ready to buy right now. The sale should be walking itself up to the cash register at any moment. But this is the moment when truly valuable customer service is of the utmost importance because if the informed customer isn’t happy with the way they’re treated in your store, they already know the address of your competitor down the street, or that they can shun human contact altogether and buy online. A friendly, knowledgeable customer service representative can not only help the customer zero-in on what they came in for, but also find the other products or services that will complement the main objective best. Let the customer know valuable things they won’t find in an Internet search. “This brand of clothing tends to run small.” “If you’re going to buy that varnish, it’s going to look better if you apply it with this brush.” “If you like our peach pie, you should try the lemon pie today; it’s on special.”
Jill Macchiaverna
Another customer service advantage humans have over the Internet is appearance. Take the company handbook seriously and dress and groom yourself in a way that will make you approachable to customers. Your body art may look super cool, but you probably need to cover it up, unless you’re working at Hot Topic.
Jill is Publicity Chair, Business Development Connection for the Greater Shreveport Chamber of Commerce.
May 2014 • Biz. Magazine
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Cover Story
More Than Just Being Nice
G
Hospitality is the engine that drives the local tourism industry
o way beyond the expected. It's a simple business philosophy on paper, but it can mean all the difference to customers — it will create an impression, keep them coming back, and turn them into raving fans. For an industry like tourism, going beyond the expected is vital, especially when your competition is a day trip away, close to a major metropolitan area with everything to offer guests. You have to set yourself apart, and treating guests like a family member can go a long way to creating loyalty. Kelly Wells, vice president of tourism marketing, noted, "For any industry that does customer service, satisfaction has to be the best." Luckily, Shreveport-Bossier is known for satisfying with its hospitality. "In the South, we're known for hospitality. With tourism being such a part of ShreveportBossier, that's what differentiates us with our competition." To this end, the Shreveport-Bossier Convention and Tourist Bureau offers "Wow Training" to its partners who serve out of town visitors. The hour-long training is provided for free. The emphasis on customer service is so focused, that partners are instructed on providing not only tips on knowing attractions and events, but can offer directions and give dining advice. Wells noted that statistics show travelers are very loyal with their vacations and the bureau has found it is easier to retain a customer than
14 Biz. Magazine • May 2014
gain a new one. He explained the most successful hotels are doing so well because they have frontline employees that offer awesome service. "A lot of that comes from the top down and making sure the employees with first contact embody that culture...It all comes down to making sure those front of house employees are hospitable." With that knowledge of first contact being the most important, the bureau has made a major effort to train many hotel front desks, taxi drivers, and other unconventional tourism partners over the last five years. "We go in from destination perspective to educate and make sure we have concierges everywhere. You'd be amazed at number of gas station attendants who can answer millions of questions," said Wells. Employees of the new Hilton Garden Inn & Homewood Suites located just off I-20 in Bossier City know how vital impression is in the guest service industry. "We could have the cleanest rooms, the best food and the most amazing decor in the market but without amazing customer service and topnotch hospitality, none of that matters," said Jimi Lindgren, sales manager for Hilton Garden Inn/Homewood Suites. They acknowledge they have to go way beyond the expected and take that extra step to provide an individualized experience for each guest. "I get more personable with our guest. Put-
ting myself in their shoes shows I care for their needs and it makes them feel they can count on me," said Margarita Royal, Guest Service Agent for Hilton Garden Inn/Homewood Suites in Bossier City. But going way beyond the expected doesn't begin and end for hotels, restaurants, and retail. It doesn't live on an island for tourism partners. Wells acknowledges that customer service applies to all industries. "I want to do business with people who I enjoy doing business with. It's that simple." Jimi underscores this when he explains any customer is not only looking for a good product but they want a great experience to go with it: "You can buy a hamburger at any fast food place, you can buy gas at any convenience store, but I bet you tend to frequent one particular place over another, and most likely it is because of the experience you have there. I actually go out of my way to get breakfast at a chain that has a location on my way to work. I choose this particular one because of the people that work there. They are always happy to see me, they know what I like and they are happy to accommodate any special request I may have. The one that is on the way and very conveniently located I avoid because I feel like I am bothering them when I walk in. It seems as if I am in the way of their day when I walk through the door and request a breakfast meal."
STORBY Sean Green
Cover Story
Service Matters
P.R.I.D.E. Awards
P
Horseshoe employee honored for excellence utting an emphasis on customer service is easy on paper, but what about leading a team of individuals all striving to give people their "Wow!" moment? Horseshoe Casino's Ashley Wade won the 2012 Excellence in Leadership PRIDE Award for her efforts to make customers happy and keep them coming back. "I was very touched and honored to win a PRIDE award. I display it proudly on my desk and it is a constant reminder of how fortunate I am to work in the hospitality industry with so many wonderful people," Ashley said. The PRIDE Awards, hosted by the Shreveport-Bossier Convention and Tourist Bureau, are given every year to employees in the customer and guest service industry who go above and beyond. Ashley credits her success to her hardworking team and supportive leadership who strive for achievement of aggressive goals. "I surround myself with incredible talent — I have a dedicated team whose unique ideas and hard work makes our success possible." She continues, "As a leader in the hospitality industry, it is my job to hire for an upbeat personality and a positive attitude. We can teach anyone the specifics of a particular job. It is difficult, if not impossible, to teach someone to be upbeat and positive." Her dedication towards hospitality has customer service at its core. She utilizes this to have her team form a connection with their guests, knowing she will reap rewards in the form of return business. "In this industry, guests make their choices based on the service they receive. It is important that consumers make an emotional connection with the chosen service provider. This connection creates a desire for them to return because they feel welcomed and appreciated." In the world of social media where word of mouth is king, getting customers Wade talking positively about their experience can make or break a business. "What creates a thriving business is return visits coupled with the positive feedback these happy consumers share with others, creating more customers. The immediacy and exposure so many consumers have to social media makes the positive word of mouth even more important." Her advice on building great customer service starts in-house. Hire smart and trust your employees to create lasting memories for customers. "Businesses have to fight hard to find great service providers versus just hiring someone who can fill an open spot. Leaders need to be able to rely on their employees to create positive experiences for their guests, ensuring critical return visits and positive word of mouth."
Margarita Royal, guest service agent for Hilton Garden Inn/Homewood Suites, sees the importance of customer service on a daily basis.
May 2014 • Biz. Magazine
15
Common Sense Solutions
One Click Away
T
The quality of our customer service can make or break our area as a tourist destination ravelers today have more direct access
providers are at the center of the service cri-
earned dollars to a local business. Did you thank
to information on tourist destinations
tique, but a visitor can stop into ANY business
the service representative before they thanked
than ever before. The web has made
while in a destination and therefore every busi-
you? Interestingly, recent studies have demon-
many of us our own travel agents as we
ness plays a part in the critically important serv-
strated that one of the surest paths to customer
virtually visit destinations looking for
ice reputation of the area.
appreciation is employee appreciation. If man-
the best investment of our tourism dol-
lars. Information is not limited to descriptions by the many venues and cities trying to lure trav-
Teresa Allen
An internationally recognized customer service speaker and author based in Shreveport, Teresa Allen has shared common sense success strategies with organizations across the US and abroad for over 20 years. Teresa can be reached at 318-797-1433 or through her www.AllenSpeaks.com website.
elers. Resources like Trip Advisor, Yelp, Open Table and others make past customers the pri-
agement does not recognize the efforts of the What are some of the key components of customer service that will put Shreveport-Bossier on the list of destinations recommended by our visitors?
mary information provider and destination websites a secondary source.
front line, those employees will likely not provide exceptional service to customers. Training on first impressions and management of the inevitable conflicts that will occur is vital.
First and foremost is an attitude of gratitude.
Results of customer service training will only be
Showing appreciation to customers would seem
realized if it is customized to the environment of
Customer service then, for any city with tourism
to be common sense but I challenge you to think
the service provider. Imagine using the same
at the forefront is critical. Hospitality industry
of the last time that you handed over your hard
training for a waiter at a restaurant as for a front
We werree bustiinn’ at the seam s.
so we moved!
1115 P ierremont Road in shrevep ort
allegramarketi al l e gr a m a r k e t i nngsb.com gsb com 318.222.6111
Re m e m b e rr,, w e o ffff e r F R E E P IC I C K- U P & D E L IV I V E RY! 16 Biz. Magazine • May 2014
desk staffer at a hotel or a clerk at a retail
sponding directly when customers express
store. The customer interactions experi-
dissatisfaction or delight. Their employees
enced by each are completely different and
are continually trained on how to maximize
as such, the training must also vary accord-
the customer experience.
ing to position and type of business. Where is your customer in your strategy for As I travel across the US presenting customer
success? A recent study by JD Power con-
service keynotes and training, I see a com-
cludes that for most businesses, the cus-
mon thread with organizations who have an
tomer repurchase rate doubles when a
exceptional service reputation. Customer
customer moves from ‘Pleased’ to ‘De-
service in leading service businesses is not
lighted’. Service is not just a feel good exer-
merely the flavor of the month, it is rather a
cise. In today’s consumer savvy society, it is
key business strategy in which the leaders of
a straight hit to bottom line profitability.
the organization are happy to invest. The
Your business and your front line service
customer is at the top of their organizational
staff are making daily first and last impres-
chart and all actions flow from the under-
sions of Shreveport-Bossier and of your busi-
standing that the customer is in the driver’s
ness.
seat of their business reputation and suc-
business could be what leads a visitor to re-
The next customer encounter in your
cess. They keep a keen eye on comments in
turn or instead to select another business or
social media channels and on third party
destination that is just one click
sites and take part in the conversation, re-
away!
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May 2014 • Biz. Magazine
17
Green Piece
For Whom the (Taco) Bell Tolls
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It is the little things that make all the difference in the customer service realm iving in Shreveport-Bossier, it can seem at times that many businesses in the service industry forget they're SERVING customers. That's not to say all (and most of our hotels/motels and casinos all excel at it) but I've left many restaurants thinking something was missing. All it takes is a trip to Dallas to put local customer service in a stark light. That's what made a recent trip to a fast food joint in Bossier City so interesting.
NOW PLAYING
The other night, my wife and I were shopping at a local bookstore before we met up with some friends of ours. My wife, having had a late lunch, skipped dinner. Being less than a mile away from a Taco Bell, Wendy's, McDonald's, and Burger King, burritos won the day and we took our place in the drive thru line. As I placed my brief order, the employee asked if I wanted any particular sauce. Now, guys, if your wife is anything like mine, you know that sauce, of any kind at any restaurant, is important. It doesn't matter what it is — ketchup at Cane's to chipotle mayo at Twisted Root — you better get some. I replied that my wife wanted hot sauce, expecting to be forced to remind the clerk with the subsequent eye roll. But to my surprise, after several minutes waiting to approach the window, the clerk takes my money and then says, "Thank you, sir. It will be just a minute…Hot sauce, right?" I know, it's a little thing, but I was slightly flabbergasted. "Uh…Yeah. Yeah," I stammered back. She had politely told me there would be a slight delay and remembered an important part of the order, that some would overlook, to her customer. Then I got to thinking back on past experiences at this Taco Bell. I said to my wife, “It was great she remembered that. You know…I've never had a bad experience here. Food is always hot, they've never gotten my order wrong, and they're always polite." All it took was one above average experience to inspire loyalty in me.
Sean Green
I know, you're probably saying, "Really? You're writing about Taco Bell?" But the bar is so low at some places, that just by the little things in customer service, you can make a huge impact. And that's an important lesson to remember — No matter where the bar is set, if you do the little things and pay attention to the details, you can make a huge impact. If you impress your customers, you inspire loyalty for return visits. And for your business, that can mean it lives or dies.
Sean is vice president of BIZ and the managing editor of the Bossier PressTribune. You can follow him on twitter @editorsean.
So, even though I never thought I'd say this, guys: Be more like Taco Bell.
Films subject to change. Call (318) 424-8660 for showtimes.
www.sciport.org | 318.424.3466 On the Downtown Shreveport Riverfront 18 Biz. Magazine • May 2014
May 2014 • Biz. Magazine
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NWLA Tourism
STORY BY Chris Jay
Photo Courtesy of the Shreveport-Bossier Convention and Tourist Bureau
‘Create an Experience’
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Attractions Association offers quarterly seminar he Shreveport-Bossier Attractions Association will host its next quarterly seminar, entitled “Customizing Your Guests’ Experiences,” 9 a.m.-1 p.m., Monday, May 12 at the Shreveport Little Theatre, 811 Margaret Place in Shreveport. The seminar, which is free to attend for attractions, festivals and tourism-related businesses, events or organizations, will be led by Julia Foley and Bonne Summers of Shreveport-based event planning service Apex Events. During the seminar, local tourism attractions ranging from museums and galleries to hotels and restaurants will learn how to create memorable guest experiences for visitors. Lunch will be provided. To register for the seminar or for more information, call (318) 222-9391. Advance registration is required.
20 Biz. Magazine • May 2014
“The goal of this workshop is to help attractions create an experience that tells their story,” said Julia Foley, co-owner of Apex Events. “We want them to think about how you create a sense of place, so that when someone walks in the door of your attraction, they immediately know what’s going on.” Attendees to this seminar who have also completed a marketing plan can apply for a grant of up to $1,000 to customize their guests' experiences. The Shreveport-Bossier Attractions Association and the ShreveportBossier Convention and Tourist Bureau cosponsor these quarterly seminars to help attractions enhance visitor experiences and better market and promote themselves. Other quarterly seminar topics have ranged from ad
buying to social media.
to local nature, culture and history.
Each year, the Shreveport-Bossier Attractions Association’s second quarterly seminar is timed to coincide with National Travel and Tourism Week, which falls on May 3-11, 2014. The U.S. travel community has collectively marked the event in a number of creative ways, from staging local rallies and conducting media outreach to securing proclamations and resolutions from local legislative bodies. Each year, localized events are presented in cities, states and travel businesses nationwide to champion the power of travel. One goal of the May 12 seminar is to educate local attractions about the rising popularity of experiential tourism. Experiential travelers crave hands-on experiences that are personal, unique, and expose the traveler
“Today’s guests don't want to just visit an attraction, they want to fully experience your attraction in a hands-on way,” said Brandy Evans, vice president of communications for the Shreveport-Bossier Convention and Tourist Bureau. “This seminar is all about learning how to engage your visitors using all five senses in order to create an experience that they’ll never forget.” To register, or for more information, call (318) 222-9391. For more information on marketing programs offered by the ShreveportBossier Convention and Tourist Bureau, visit www.shreveport-bossier.org/partners.
NWLA Tourism
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The Power of Tourism
he power of tourism is multiplied when local residents are proud community ambassadors. During National Travel and Tourism Week, May 3-11, as an industry we will champion tourism and show how important it is to you - our community. Unlike other industries, tourism is a silent economic engine. It’s not easy to spot the behindthe-scenes work that goes into bringing a tourist to Shreveport-Bossier as it is to identify a factory or warehouse. But tourism drives jobs, employing some 44,635 people who work at area hotels, casinos, attractions, retail, and arts, according to the latest Louisiana Workforce Commission study.
Stacy Brown President, Shreveport-Bossier Convention and Tourist Bureau.
To honor these hard working and incredibly deserving frontline sta, annually the tourist bureau hosts a P.R.I.D.E. Awards Banquet to say “Thank You.â€? P.R.I.D.E. stands for Proud Residents Involved in Developing Our Economy. This year’s event will be held at 6:30 p.m., Thursday, May 15 at Horseshoe Casino and Hotel in the Riverdome. The examples of people who go above and beyond are so moving. Last year, Amber Nelson of Holiday Inn Express and Suites won Outstanding Front Desk/Guest Service Professional. Her su-
pervisor wrote this about her: “Amber comes in each morning ready to take on any challenge the day throws at her. She sings all day, making everyone laugh and makes sure everyone has what they need. Amber is the most dependable, competent, happy, enthusiastic, helpful, knowledgeable front desk clerk you will ever know.� Believe me there are similar examples of local hospitality industry employees who provide excellent customer service. Last year was tough, and we saw hotel occupancy dip to some of the lowest levels in a decade. Challenging times likes these are when we need employees like Amber the most. Just this year, we released a Hotel and Lodging Study. The data shows that we have an 81% repeat visitation rate. That only happens when you take good care of visitors, so that they enjoy their vacation and wish to return. That time is sacred. Think about it: You pick a destination to get away from your daily stresses, to have fun, and to immerse yourself in a destination’s expression of their culture through the arts, music, festivals and other experiences. Now that Shreveport-Bossier has nearly 11,000
hotel rooms, we have to provide great customer service for our discerning out-of-town guests. We also have to expand our partnerships and improve the visitor experience at our restaurants, hotels and attractions. The entire experience must be stellar and memorable. Today’s visitors want to learn our story, go behind-the-scenes, and create special experiences. Gone are the days, when visitors simply wanted to “see the sights�. Today’s tourist wants to fully experience what makes a city special. So we have a real opportunity to re-imagine those future experiences, with great customer service always at the forefront. That’s really the beauty of tourism. We get to keep evolving, and we can do that with you as our ambassadors of all that is special and unique about Shreveport-Bossier. To learn more about the things to see and do in your community, visit www.ShreveportBossier.org or stop in and say “hi� at our downtown visitor center located at 629 Spring Street in downtown Shreveport. We are here for you, as well as our visitors.
Looking for something FUN to do? gusher days festival
cinco de mayo festival
poke salad festival
great raft brewing tour
-AY� �s�%ARL�' �7ILLIAMSON�0ARK �/IL�#ITY Honoring the north Caddo Parish oil industry. Oil was the catalyst for forming this city, the site of the first over-water oil drill on Caddo Lake. Friday starts with a pet parade, followed by a gospel music concert. Dixie Bent and Raymond Joe Welborn perform Saturday, followed by The Pack. There will be food vendors and a children’s play area. Free. www.gusherdaysfestival.com
3AT Ă?-AYĂ? Ă?sĂ?"LANCHARD This festival incorporates past and present fun activities for all. Come enjoy live entertainment, a carnival, and numerous activities for kids. We are including the “Poke Salad Idolâ€? contest, where you can show off your talent and earn the title of Poke Salad Idol 2014. And don’t forget the treasure hunt, which could net you $1000. www.pokesaladfestival.com
3AT Ă?-AYĂ? Ă?sĂ?&ESTIVALĂ?0LAZA Ă?3HREVEPORT Featuring the annual Chihuahua Challenge, live music, the Dream Werkz Custom Car Show, traditional Mexican dance troupes, food vendors and more. Admission free until 5 p.m., after 5 p.m., $5. A project of the League of United Latin American Citizens (LULAC) to raise funds for academic scholarships. 10 a.m.-10 p.m. www.shreveportcincodemayo.com
3AT Ă?-AYĂ? Ă?sĂ?1251 Dalzell St., Shreveport 'REATĂ?2AFTĂ?"REWINGĂ?ISĂ?3HREVEPORT SĂ?lRSTĂ?BREWERYĂ? and tasting room destination since Prohibition. Come by the brewery to sample our beers, just feet from where the beer was made. Free tours are available at 1, 2 and 3 pm. You can sign up THEĂ?DAYĂ?OFĂ?ATĂ?THEĂ?BREWERY Ă?&IRSTĂ?COME Ă?lRSTĂ?SERVED Ă? Donations accepted for the various animal rescues. www.greatraftbrewing.com
SBFUnguide.com
R. Kelly
kiss country fest
&RI Ă?-AYĂ? Ă?sĂ?CenturyLink, Bossier R. Kelly returns to the stage with his Black Panties Tour featuring special guest Tamar Braxton. One of the most successful R&B artists of all time, R. Kelly has released 12 solo albums and sold nearly 100 million albums, making him one of the most successful R&B male artists of all time. Grammynominated singer-songwriter Tamar Braxton will join Kelly. www.centurylinkcenter.com
3AT �-AY� �s��&ESTIVAL�0LAZA �3HREVEPORT We’re bringing country stars Jerrod Niemann and Josh Thompson to Shreveport-Bossier for one heck of a show. Tickets on sale at Kiss Country at 6341 Westport Avenue in Shreveport or at EventBrite. com. Advance tickets will be $25 or $30 at gate. For this first-ever Kiss Country Fest, who better to help us kick it off than two hot acts who are both prepping new albums. 318-688-1130.
Mudbug madness -AY� �s�&ESTIVAL�0LAZA �3HREVEPORT Join us for live zydeco music and Louisiana CRAWlSH�SERVED�EVERY�IMAGINABLE�WAY �&EATURING� BOILED�CRAWlSH �#REOLE�AND�#AJUN�CUISINE�AND�THREE� STAGES�OF�LIVE�ENTERTAINMENT �!LSO�ENJOY�CRAWlSH� contests for all ages, street performers, children’s activity areas, and a Louisiana arts marketplace featuring original paintings, carvings, jewelry and crafts. www.mudbugmadness.com
Rib tip express bbq cookout
-AY� �s�#OLUMBIA�0ARK �3HREVEPORT Rib Tip Express invites you to the inaugural Rib Tip Express BBQ Cook-Out at Shreveport’s Columbia Park. The free event will be from 7 a.m.- 8 p.m. This family-oriented event features live music, talent show, games for kids and BBQ. Entertainment will begin at noon. So grab a chair and come out and enjoy some fantastic BBQ. 702-810-0757. www.facebook.com/pages/Rib-Tip-Express
Shreveport-Bossier Convention and Tourist Bureau, 629 Spring St., Shreveport, LA, 800-551-8682 May 2014 • Biz. Magazine
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Give Your Business Roots Join the Invest in a Bossier Chamber membership. We give your business partnership with a purpose through opportunity, advocacy, relationship building and business development programs. Let us help grow your business. Contact us today to learn more about our membership program. 710 Benton Road · Bossier City, LA 71111 EMAIL info@bossierchamber.com WEB www.bossierchamber.com · www.bossierinnovates.com
22 Biz. Magazine • May 2014
From the Bossier Chamber
Things to Do
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Bossier-Shreveport offers a host of tourism opportunities
ust the other day I noticed a post from an acquaintance in my newsfeed. She was particularly excited to share that her friend from Dallas was planning to visit BossierShreveport to in fact attend a concert. A concert only offered in our area. I think it was surprising to her because folks from our region often think we have to travel to outside destinations and bigger metropolitan areas such as Dallas in order to experience great shopping, concerts, events or even good food. That is not the case; in fact, many locals don’t have any idea what their own backyard holds. We are home to a safe destination filled with culture and many things to experience. The Chamber understands the importance of telling our area’s story and knowing the value of what we offer. Did you know the Bossier Chamber receives around five calls per day from out of town visitors seeking advice from us on where to stay and what to do? In fact, we notice a peak in unique visitors to our website each weekend, typically Thursday - Saturday. Those seeking information look to the Bossier Chamber for information about the local scene. Since we are a membership organization, we have the opportunity to share our members’ businesses with those seeking to discover Bossier-Shreveport. Many of the Bossier Chamber’s members are in the hospitality industry or are attractions and we can proudly share local ‘tips’ about their business. To top it off, we are even able to share our Preferred Military Discount Directory, an online database filled with numerous discounts of at least 10% to businesses in our region. Our attraction members, such as Holiday Lanes, boast wonderful things for both locals and visitors to take part in. Robin Williams, Marketing Maven for Holiday Lanes, takes us an inside look into what they offer and the types of programs which attract visitors to the area: “Most people don't think of a bowling center as a tourist destination, but we know differently. We work really diligently with the local and state Convention and Tourist Bureau to make sure that Holiday Lanes is known as a top destination in Bossier City. We are connected to the CVB by being members of the Attraction Association. This gives us the ability to share ideas and coordinate with other attractions to make our area one of excellence. “Holiday Lanes is all about FUN. We want people to know that while bowling is a fun activity, it also is a FIT activity. Bowling gets you moving and laughing. Very few sports give you the opportunity to have a blast, even if your score isn't top notch. Bowling builds community. We are so excited when we see a family come into the center that is made up of kids, parents and grandparents. Where else can you all gather and stay together to play? We often host groups of school children who have come to Shreveport-Bossier on field trips. This is a great opportunity for us to work together with our fellow attractions to offer combined event opportunities. Besides wanting to appeal to individual families visiting our community, we also reach out to companies looking to provide team building for their employees. We take great pride in attracting groups from as far away as Houston to take part in our Play Therapy Team Building sessions.”
Ginger Collier
Director of Communications, Bossier Chamber of Commerce
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P R O B L E M ?
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Dave Says — On Business What Is A Free Market? Dear Dave, What is your definition of a “free market?” Anonymous Dear Anonymous, Like with a lot of economic terminology, the politically-correct police have redefined some things lately. So, you might get varying definitions of the term “free market.” Simply put, a free market is when buyers and sellers are free to do business. If you want to buy a shirt and there’s no impediment to you buying that shirt other than the cash you have in hand, and the seller is allowed to sell that shirt with no barriers or impediments on their end, that’s a free market. Markets that are less than free are regulated markets, and the more regulation there is, the more the market slows down. Free markets have a tendency to be more efficient, and they create things like supply and demand curves. Supply and demand curves work better when there’s not a lot of regulation slowing down the speed of people doing business. Now, some folks argue that regulation is needed because people are immoral and will take advantage of others if they’re not regulated. That’s certainly a reasonable argument. The problem is this: like so many other things that are reasonable, when taken to an extreme, it becomes unreasonable. The truth is that when you study the history of economics, the histories of markets and capitalism, people who are dishonest are eventually punished by the marketplace. There are always a few exceptions, of course, and there are situations like monopolies and anti-trust scenarios that come into play. But the idea that you can put enough regulations on things so that everyone is always protected from dishonest people is ridiculous. The market will punish if there’s reasonable access to information. It will punish companies that deliver late or produce poor quality or dangerous products or overcharges.
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Don’t get me wrong. A certain amount of regulation is needed in a civilized society. The problem is that we as a people have become so driven by our current nanny-state mentality we have this idea that, with enough government regulation, no one will ever again experience any kind of pain. But when you move in that direction, you stifle the economy. And when you stifle the economy and the market can’t move at normal velocity, the speed of doing business slows down and that kills jobs. Regardless, the idea that all businesses are cruel, run-amok entities, and businessmen only function from their own personal self-interest is absurd. The most profitable businesses, over an extended period of time, are those who don’t function exclusively in their own self-interest. These are the ones who see their self-interest as being served by first serving their customers well! —Dave
Do employees need to know? Dear Dave, I’m the bookkeeper at my husband’s law firm. He wants to share the books with employees, and I’m not comfortable with the idea. What do you think? Jennifer
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2222-9446 22-9446
Dear Jennifer, Let me first say that I love to share with my team. In many cases, sharing creates unity. But in this scenario, I think you’re right. There should be a separation where very few people inside the organization know the entire picture.
owned owned and and ooperated perated in Shr Shreveport eveport since 194 19488
Dave Ramsey Dave Ramsey is America’s trusted voice on money and business. He’s authored four New York Times best-selling books: Financial Peace, More Than Enough, The Total Money Makeover and EntreLeadership. The Dave Ramsey Show is heard by more than 6 million listeners each week on more than 500 radio stations. Follow Dave on Twitter at @DaveRamsey and on the web at daveramsey.com.
24 Biz. Magazine • May 2014
Unless you’ve grown and run a business, you probably don’t realize how many people there are who don’t know the difference between things like gross revenues and net profit. A lot of them would look at the top line and say, “Wow, that department is bringing in $1 million!” But they have no idea that it cost $980,000 in expenses to bring in $1 million, and the silly thing only netted $20,000. There aren’t many people who have the talent, maturity and emotional strength to keep and handle information like that, and not let it ruin them. And the ones who do generally end up being great CFOs, controllers and bookkeepers. I’m afraid you’re going to create more division than unity if you follow through with your husband’s idea. This isn’t paranoia speaking, Jennifer. I’m just trying to help you both be wise. —Dave
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BIZ Newz
What’s Happening in Baton Rouge?
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WikiMedia Commons
Shreveport Chamber outlines legislation as it affects business
ith the 2014 Legislative Session entering its home stretch, there have been a myriad of bills that affect the business community and northwest Louisiana discussed, deferred, approved, and voted down. Through it all, the Greater Shreveport Chamber of Commerce has been there watching with a careful eye. Before the session even began, the Committees and Board of Directors put in many volunteer hours to review hundreds of bills and determine what positions the Shreveport Chamber Board should take. Chamber staff reviewed more than 1,600 pieces of state legislation filed by the Louisiana legislature. Then, three different groups of volunteers fully vetted approximately 334 of those pieces of legislation and gave their recommendations to the Chamber Board on what the Chamber’s positions should be. In total, volunteers discussed 334 pieces of legislation, suggesting positions on 172. “This process is vital to the Chamber’s position on legislation filed each year. It allows
us to concentrate on the issues affecting our members and northwest Louisiana,” said Vice Chairman of Public Policy Murray W. Viser. Perhaps, the biggest legislative issue the chamber took a position on was the debate on dismantling or keeping the Common Core State Standards (CCSS) and its assessment tool, the Partnership for Assessment of Readiness for College and Careers (PARCC) test, for Viser K-12. The Greater Shreveport Chamber of Commerce joined a statewide collection of business leaders at the state Capitol April 2 to show support for keeping CCSS and PARCC. "Today's workplace requires a higher education level and greater skills than ever before. This reform is about setting higher
expectations at each grade level and provides a foundation for the goal of preparing all children for success in college or the workplace at graduation," said Dr. Phillip Rozeman, Vice Chairman of Education. The day-long debate featured a huge amount of spectators and was the most hotly contested debate of the session, so far. Supporters of House Bill 381 and 558 argued that CCSS is detrimental to their Rozeman children, others associated the implementation of CCSS and the PARCC with socialism, communism and government control over their children. On the opposite side, employers testified that many graduates today who are seeking jobs lack the necessary skills and technological expertise needed in today’s workplace
because schools are using outdated teaching curriculum and measuring student skills with outdated tests. HB381 and 558 were both defeated by a vote of 12-7. “We commend the committee on their resolve and courage to continue to ‘stay the course’ and remain steady on their commitment to Common Core State Standards as a way to improve our K-12 education to equip children to compete for college placement and/or in the workplace, not only nationally, but in a global economy as well," said Dr. Rozeman. The week of April 11, the chamber sat in on another hot button issue — statewide measures to increase minimum wage. The House Labor and Industrial Relations Committee had 11 pieces of legislation to do this, seven of which were opposed by the Shreveport Chamber. After testimony from those in favor of increasing minimum wage, one who suggested raising it to $20-25 per hour, a Continued on Page 27
May 2014 • Biz. Magazine
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Business Etiquette
Showing Appreciation What are the guidelines for rewarding service providers? A tip shows your appreciation for a job well done by someone providing a service to you. Yet today, it seems that so many people have their hand out, expecting tips. Tip jars are even on cashier’s counters!
Teri Haynes Owner of Business Interactions, LLC Employee trainer and business etiquette coach www.BusinessInteractions.Net
26 Biz. Magazine • May 2014
less than desirable service, provide a reduced tip. For the expected or average service, tip the normal rate. For exceptional service, give an exceptional tip.
Transportation
Keep in mind that many service jobs pay less than minimum wage and those employees depend on tips for the majority of their income. Do you have to provide a tip? No one is forcing you. But, consider the message you are sending to the people working hard to provide you a good dining, hotel, casino, or other experience.
Valet Service: $2-3 to the person retrieving your car. Taxi: 15—20% Limousine: 20% Cruises: Check with your travel agent or the ship’s purser for that particular cruise line’s tip guide.
Following are “tips” and simple guidelines to help you know what is normal and expected when tipping today. Be aware that each area of our country, and each city, depending on size, will differ somewhat. Before traveling or attending a restaurant or event, visit your ATM or bank and have plenty of small bills on hand.
Miscellaneous
Rule of Thumb: For rude and hostile service, provide no tip and tell the management. For
Pizza Delivery: $1/box; $5 for large quantity Restroom Attendant: $1; $3+ for special help such as a lint roller, repairing a hem, etc. Cashier: None. Yet I appreciate their cleaver attempts at increasing income via those jars marked “tips.” Restaurants Fast Food: $1 to server or table cleaner.
Moderate: 15%, less taxes Fine Dining: 20%, less wine & taxes Wine Steward: 10% of wine cost, up to 15% for help with selection, etc.; $5 minimum Coat Check: $1/coat, plus $1 for additional items
Personal Services Hairdresser: 10-20% Shampooer: $1-2 Manicurist: 15%
Hotels Bellman: $2 per bag; $5-10 for many bags delivered to room Maid: $2-3/person per day left on the pillow Concierge: $10 for real effort; $20 for outstanding service Be aware that the more upscale the facility, the more people and larger amounts you will tip. Those that frequent their favorite restaurants know that generous tips ensure excellent service.
BIZ. Newz Legislature: Chamber works to defeat minimum wage bill Continued From Page 25
LSU economist explained his research that artificially raising salaries only inflates all salaries and decreases the available jobs for low skilled workers and a Louisiana Restaurant Association representative testified that solutions to the problem are in workforce development and education. He stated that earning higher wages by increasing skills helps employees selfesteem. The Labor and Industrial Relations Committee in turn, gave a thumbs down Bremer on all bills that would increase the minimum wage for state residents employed on an hourly basis. “The defeat of this legislation was imperative to the state’s workforce development. Many employers in northwest
Louisiana already pay above national minimum wage requirements. If this legislation would have passed, employers would have to consider cutting the number of jobs,” said Shreveport Chamber President Richard H. Bremer. On April 9, the Louisiana House of Representatives passed House Bill 482 by Rep. Rob Shadoin (R-Ruston) that limits “venue shopping” in asbestos related cases. The legislation will limit filing a lawsuit to the parish in which the person is exposed to asbestos. That will alleviate many of these suits and will relieve many of the businesses who are unnecessarily included in mass lawsuits even when they had nothing to do with the claim. Voting with the Shreveport Chamber and the business community in favor of this legislation were Northwest Louisiana House members: Reps. Richie Burfurd (R-Stonewall), Roy Burrell (D-Shreveport), Henry Burns (RHaughton), Thomas Carmody (R-Shreveport), Gene Reynolds (D-Minden), Alan Seabaugh (R-Shreveport), Jeff Thompson (RBossier City) and Patrick Williams (DShreveport).
May 2014 • Biz. Magazine
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Leadercast coming to Bossier Church
n May 9, community members will have access to training that will teach how to be a leader at your business, with your coworkers, and in your home. Leadercast is a one-day leadership event featuring a diverse lineup of speakers that is broadcast live from Atlanta, Ga. to hundreds of host sites around the world. This year's lineup includes author Andy Stanley, Archbishop Desmond Tutu, CEO of SAP Bill McDermott, psychologist Dr. Henry Cloud, and former First Lady Laura Bush. The event aims to build relationships among attendees and empower them with ability to transform their business and community through accessible leadership training. The local host site for this year's edition is River Valley Church, just as it has been for previous years in the Leadercast's history. This year, the church will host the 2014 edition in their new location at 3800 Viking Dr. in Bossier City. Lynn Barnwell, church member and owner of local Kumon math and reading training franchise, has attended every year of the Leadercast. She urges anyone on the fence about attending the event to take the plunge. "I can't think anyone would spend the day listening to the speaker and not get something really valuable from it — it's funny, a relaxed environment, engaging, you get motivation." She notes the lack of time for leadership training while running a business, saying the Leadercast is a great resource to gain advice and perspective. "We don't have enough time carved out just on developing our own leadership skills in a way that really motivates you
and make changes," said Barnwell. "I have 11 students who work as employees that I have to deal with, but I have to meet with parents to discuss student concerns and parent issues and Leadercast has been very helpful in making decisions." Barnwell explains her belief in the Leadercast's value, saying the topics discussed in the simulcast have directly given
her theory she can use to affect change in her business. "Last year, Jack Welch, former CEO of GE, talked about necessary endings and you need to prune something if it's not working. I actually discontinued some families because they hadn't done what they needed to do and been a thorn in my side. There's something like that every year."
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BIZ Spotlight
Blazing a Trail in the Family ‘BIZ’
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Kristen Brown creating a legacy in construction
ost people dream of building a legacy; for Kristen Brown of Brown Builders Inc., that is part of her everyday business. Established in 1971, Brown Builders specializes in constructing facilities for hospitality, healthcare, multi-family, industrial, community and commercial purposes. They are one of the largest general contractors in Louisiana and have executed many projects that are instrumental to communities from Virginia to Texas and Louisiana, including churches, schools, hospitals, government buildings, and much more. Kristen grew up in the building industry – her grandfather was construction titan James M. Brown, and his business legacy was passed down to her father, B. Wayne Brown. “As a third generation builder, I appreciate the complexity of running a successful construction company. It’s a service industry that actually manufactures something, and every product we produce is unique and custom,” Brown said. She graduated from Washington and Lee University in Virginia, and earned her law degree from Louisiana State University’s Paul M. Hebert Law School. She returned to focus on the family business and has experienced all aspects of the company, from the field to accounting. This comprehensive tour of duty equipped Brown to step into her ultimate role last year – president of Brown Builders. Brown describes the process as “gradual,” saying, “I have been so blessed to have learned from my grandfather, who was a real pioneer in the local construction industry. I am still honored to have my father as a mentor and advisor. Their wealth of knowledge and experience was and is invaluable to our continued success – we are truly innovating for the future by drawing on the success of the past.” Brown Builders is in a unique position in the local construction industry thanks to their experience, staff, and bonding capacity, which allows them to execute larger, more complex projects. Brown Builders was recently chosen to be the major local contractor on the new Benteler Steel/Tube 950,000 sq. ft. manufacturing facility under construction at the Port of Shreveport/Bossier, which Brown attributes to their lasting reputation and relationships in the community. Brown is truly a trailblazer for other women in the construction industry. Under her leadership, Brown Builders became certified as a woman-owned business. Brown served as the first female president of the Shreveport Associated General Contractors chapter in the organization’s 85-year history. Brown also holds leadership positions in various organizations throughout Shreveport-Bossier, including the Shreveport Rotary Club and the board of directors for the Shreveport Chamber of Commerce. She is also active with Volunteers of America and First Baptist Church School. She has three children – Caroline, 13; David, 10; and Andrew, 8.
Kristen Brown
Brown feels a deep pride in the business of building communities and relationships, and that legacy is mirrored in her family. “There is definitely a sense of pride when I drive through
Louisiana and hear my children in the back seat telling their friends, ‘My mamma built that.’ It's truly a field where you make a concrete and lasting difference in a community.” May 2014 • Biz. Magazine
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Lunch Break
Chris Jay reviews local food every Tuesday at www.20x49.com.
Barbeque Express Lane
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Rib Tip Express Serves Up Chicago Style BBQ relative newcomer to ShreveportBossier’s food scene, Rib Tip Express (2112 S. Market St., Shreveport) is a nofrills, drive-through ‘cue joint serving rib tips, brisket, Maxwell Street-style Polish sausages and more. If you manage to miss the phrase “Chicago Style BBQ,” which is written all over the small, colorful building, the menu’s emphasis on rib tips and Maxwell Street Polishes – foods that Wikipedia calls “classic foods synonymous with Chicago” – should tip you off that this is not your average BBQ spot. I’m no expert on regional barbecue menu variations, but I haven’t seen any other barbecue joints locally advertising rib tips and Maxwell Street Polishes.
Chris Jay Public Relations and Social Media Manager, Shreveport Bossier Convention and Tourist Bureau. He is a monthly contributor to Biz. Magazine. He may be reached via email at cjay@sbctb.org.
A photo of some good-lookin BBQ A three-meat platter with brisket, rib tips and Polish sausage ($16) from Rib Tip Express in Shreveport.
meat, gristle and cartilage that require some technique to eat, but really are delicious. A local obsession on Chicago’s South Side, they are seen there as a blue collar food that’s gaining a cult following among food lovers in the manner of grits or mac and cheese. Guy Fieri is probably driving his Mustang Camaro towards Chicago to tape an episode about them as I write this blog post. At Rib Tip Express, rib tips will run you from $5-$10, depending on the quantity. They are tender, flavorful and fun to eat. If you’re going to give Rib Tip Express just one shot to impress you, get a platter of rib tips. And possibly a bib. The Maxwell Street Polish is a hotdog made with a particular kind of Polish sausage popular in Chicago. Rib Tip Express’ owner and pitmaster, Robert Hutson, serves the Maxwell Street Polish on a bun topped with grilled peppers and onions, mustard and ketchup. There are many less-fulfilling things you could do with $4 than buy one of these delicious hot dogs.
In addition to his love for barbecue, Hutson is something of a community activist. On the day I visited him, he was watching the documentary film Wattstax on a small TV inside of the shop, getting excited about an upcoming community event that he’s organizing. The inaugural Rib Tip Express BBQ Cook-Out at Columbia Park will be held on Saturday, May 31, 2014 at Columbia Park in Highland. Hutson is seeking “musicians, performers, vendors and foodies” to be a part of his day out in the park. In describing the day’s activities, he mentioned playing croquet and eating ribs, which pretty much sounds like my ideal day. To find out how you can take part in the event, contact Hutson at (702) 810-0757. Rib Tip Express can be reached for call-in orders at (318) 820-5179. Hutson loves catering events and will also deliver orders for larger groups. The restaurant is open lunch and dinner, Monday through Saturday. They accept cash and credit cards.
The pork rib tips are flavorful chunks of tender
May 2014 • Biz. Magazine
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