Bis-Man INC! August 2023

Volume 2 Issue 8

Publisher EDITORIAL Editorial Team Lead Editors

Art Director Editorial Graphic Designer

Creative Strategist

Content Specialist

Contributors

INTERACTIVE Business Development Manager Business Development Associate Videographer Director of Creative Strategies

Graphic Designer

ADVERTISING

VP of Business Development

Sales Representatives

Mike Dragosavich

Brady Drake Brady@SpotlightMediaFargo.com

Geneva Nodland, Grant Ayers

Kim Cowles

Ty Betts

Josiah Kopp

Gary Ussery

Julie Hinker of VBOC of The Dakotas, Arielle Windham of Ladyboss Lifestyle

Nick Schommer

Kellen Feeney

Tommy Uhlir

Megan Bergeson

Ben Buchanan

Paul Hoefer Paul@SpotlightMediaFargo.com

Al Anderson Al@SpotlightMediaFargo.com

Sales & Marketing Advisor

Client Relations

Client Relations Manager

Marketing Coordinator

Operations Assistant DISTRIBUTION Delivery

Tori Helland

Tori@SpotlightMediaFargo.com

ClientRelations@SpotlightMediaFargo.com

Jenny Johnson

Jessica Mullen

Miranda Knudson

John Stuber

Spotlight, LLC 4609 33rd Ave S Suite #304 Fargo, ND 58104 or info@spotlightmediafargo.com

ADVERTISING: 701-478-SPOT (7768)

CHERISHING LOVE, LIFE, & THOSE AROUND YOU

bravery and sacrifice that so many heroes make every day. Officer Wallin's legacy reminds us to be there for one another and to appreciate the sacrifices of those who keep us safe.

Officer Wallin's family has asked that in lieu of flowers, people please consider donating to Soldier's 6, a nonprofit that gives trained service dogs to honorably discharged veterans, police officers, paramedics, and firefighters. To learn more, or consider making a donation, head to soldiers6.com.

On a more personal note, my heart aches as I reflect on the wave of grief and tragedies that have washed over my beloved hometown community of Forest Lake, MN in recent months. The loss of young souls including Steve Floding, Darisha Vath, and Reese Herrmann has left us in shock. These bright spirits, all passing when they were merely my age or younger, were taken from us unexpectedly and far too soon.

ear Readers,

As I sit here to pen this Editor's Note, my heart weighs heavy with both sorrow and reflection. The past few months have been marked by immense loss and pain in the FM community. We have bid farewell to cherished souls who graced our lives with their presence, leaving behind a void that can never truly be filled. Among them, we mourn the untimely passings of Mark Knutson and Officer Jake Wallin, along with many others in our region, who have left us too soon.

In times like these, the fragility of life becomes evident, reminding us of the importance of treasuring every moment we have with those we love. Life is fleeting, and the people around us are our most precious treasures. We must learn to cherish and embrace each moment, every shared laughter, and the joy that resonates within our hearts when we are together.

Mark Knutson's departure from this world leaves us with the legacy of his kindness and compassion. As we remember the warmth of his smile and the passion for his work with the Fargo Marathon and Detroit Mountain, we are reminded of the profound impact one person can have on the lives of others. Mark's passion for life and unwavering support for our community serves as a reminder to embrace love and extend a helping hand to those in need.

The loss of Officer Jake Wallin, a true guardian of our streets, has left us in grief and disbelief. His selfless dedication to protect and serve has left a mark on our community, reminding us of the

These tragic events underscore the importance of reaching out when we need help, and to offer our support to those who may be silently battling their own struggles. In a world that can sometimes feel overwhelming and isolating, it's crucial to remember that we are not alone in our struggles. Asking for assistance, whether it's a friend, a family member, or a professional, is not a sign of weakness but an act of courage and self-compassion.

Let us be vigilant in caring for one another. Reach out to your neighbors, your friends, and even strangers with a kind word or gesture. Small acts of kindness have the power to illuminate someone's darkest day and remind them that they matter. The impact of such acts might seem invisible, but they make an impact on the hearts of those touched far more than we can see.

As we move forward, let us cherish the moments that we share with our loved ones, as they're always fleeting and precious. Let us honor the memory of those we have lost by living with empathy, kindness, and a commitment to making our community a better place for all.

With heartfelt gratitude to each and every one of you for being a part of our community and for embracing love and compassion, even in times of grief and sorrow.

Every Second Counts.

Sincerely,

Bis-Man INC! Editor

MEET THE TEAM.

MIKE DRAGOSAVICH

GRANT AYERS

TORI HELLAND

BEN BUCHANAN

MEGAN BERGESON

TOMMY UHLIR JOHN STUBER

MIRANDA KNUDSON

JESSICA MULLEN NICK SCHOMMER

KELLEN FEENEY

GARY USSERY

JENNY JOHNSON PAUL HOEFER

AL ANDERSON

KIM COWLES TY BETTS

GENEVA NODLAND

BRADY DRAKE

JOSIAH KOPP

THE ART OF PREMIER HOMEBUILDING

HOW VERITY HOMES IS REACHING NEW HEIGHTS IN BISMARCK-MANDAN

Founded in 2002 by Art Goldammer, Verity Homes had humble beginnings, emerging from the back bedroom of Goldammer's house with a singular vision: to provide the Bismarck and Mandan markets with quality homes at a fair price while elevating the standard of customer experience within the homebuilding industry. Goldammer sought to cultivate an engaging, transparent, and enjoyable process for his clients, setting Verity Homes apart from the competition.

For more than two decades, Verity Homes has served as a beacon of innovation and quality in the homebuilding sector. "Our constant drive for improvement and steadfast commitment to customer satisfaction ensures that we continue to lead the industry in delivering a superior homebuilding experience," Goldammer said. With Verity Homes, building a house is not just a transaction—it's a journey of creating a home that is truly yours.

By Josiah Kopp & Ashley Anderson

Photos provided by Verity Homes

One of Verity Homes new plan designs called the Presley.

AWARDS & RECOGNITIONS

11-time Parade of Homes People Choice Award Winner

5-time Parade of Homes Judges Choice Award Winner

NAHB Certified Graduate Builder

NAHB Certified Green Professional

Gold CONSTRUCTECH Vision Award

Bismarck Tribune Best of the Best Finalist

NAHB National Silver Award Winner for Best Design Studio

Great Places to Work Certified Bismarck Mandan Chamber of Commerce EDC 15 Year Membership

DID YOU KNOW?

Verity Homes is in the process of developing The Cove at Lakewood, a shop condo community where the proceeds of each lot sold will go towards the construction of brand-new facilities for Furry Friends Rockin’ Rescue. It has already pledged five lots in the community for the facility, totaling $825,000 in pledged lots alone.

A DIVERSIFIED REAL ESTATE POWERHOUSE BEYOND HOMEBUILDING

Verity Homes, widely known for exceptional homebuilding, has broadened its real estate scope with a foray into various interconnected sectors of the industry. The company has proven that its expertise extends far beyond constructing homes; it's building comprehensive real estate ecosystems.

Gold Star Properties, LLC, established by Verity Homes in 2011, is a pivotal part of this ecosystem. This entity is responsible for managing the impressive rental portfolio under the company's wing. These holdings are not merely existing properties but continue to expand, illustrating Verity Homes' commitment to offering quality rental options.

Furthermore, Gold Star Property Management, an offshoot of Gold Star Properties, has emerged as one of the leading property management companies in the region. With a focus on tenant satisfaction and effective property maintenance, Gold Star Property Management guarantees that all properties under its stewardship are well-managed and deliver reliable income streams for their owners.

Arthur Goldammer, owner and president of Verity Holdings, INC., has built a dynamic construction empire since launching his company in 2002. What began as a small operation from his home now comprises 23 entities, including Verity Homes, and employs over 45 people. Goldammer’s commitment to quality and innovation is showcased by his ventures in North Dakota's homebuilding sector, particularly through Superior Precast, his latest initiative introducing precast wall foundation systems. His two-decade journey, transforming a one-man operation into a diversified conglomerate, illustrates his exceptional leadership and enduring impact on the industry.

Verity Homes' national award winning design studio where homeowners get to design their new Verity Home

Excitingly, over the next two years, Gold Star Properties plans to acquire an additional 300-plus rental units. These will not be any ordinary properties, but brand-new communities masterfully crafted by Verity Homes. Such a significant expansion underscores Verity Homes' confidence in the real estate market's future and the robust demand for quality rental housing.

Further diversification came in 2022, when Verity Homes established SiteWorx, a company specializing in excavation and underground utility services. In just a short period, SiteWorx has grown into a large-scale operation, demonstrating Verity Homes' ability to identify market needs and develop successful businesses to meet them.

Verity Homes' continued growth and diversification into these different realms of the real estate sector exhibit their unique ability to leverage synergies between businesses. Each venture is not just an individual entity but a piece of a grander puzzle, all working together to create a comprehensive, high-quality real estate experience. This success paints a promising future for the company, its clients, and the communities it serves.

DID YOU KNOW?

Verity Homes has a land development company named Dakota Pioneer Land Company, LLC, which has become one of the largest residential land developers in central ND.

One of Verity Homes new plan designs called the Jacob.

SiteWorx Excavation & Development Company. Excavation, earthmoving, utility install & more.

SEE WHAT THEY'RE UP TO!

TRX Developers (a joint effort between Verity Homes and Diversity Homes) will be launching The Shores of Lakewood, along with Diversity Homes, in September 2023, which will be the newest and largest addition to the Lakewood Community and features a private lake, a park area, and pickleball and cornhole courts for area residents. Lot sales have already been opened up!

Dakota Pioneer Land Company, LLC will also be launching a Master Community with 450plus lots in West Hills 5th Addition this fall! People are able to start purchasing lots within the community now!

Gold Star Properties has started pre-leasing for Heart River Villas—a brand new Peace of Mind Living rental property community, which is directly across from the brand new Lakewood Elementary School, offering brand new modern designed rental properties in two, three, and four-bedroom options. The homes are loaded with high-end features and even smart home package technology!

Verity Homes slab on grade twin home, the Madison plan that will be built in the new Shores at Lakewood community & Heart River Villas rental community.

How Go Promo Transforms HR Initiatives Through Customized Solutions DRIVING COMPANY SUCCESS DRIVING COMPANY SUCCESS

ONBOARDING AND NEW HIRE KITS

Welcoming new employees and making them feel appreciated is essential. Go Promo warehouses products for companies and provides customized new hire kits and swag bags that include branded items like pens, notebooks, and company apparel. As companies hire, Go Promo will fulfill and ship kits with personalized notes, saving companies time by handling the process for them. These kits create a warm and welcoming environment, fostering a sense of pride and belonging from day one.

EMPLOYEE RETENTION AND ENGAGEMENT

Recognizing employees' hard work and achievements is vital for maintaining motivation and engagement. Go Promo offers promotional products that serve as tangible rewards, such as drinkware, blankets, bluetooth speakers, bags, and casual wear like t-shirts and caps. These thoughtful gifts express gratitude and make employees feel valued, contributing to a positive work culture.

In today's competitive business landscape, companies are constantly seeking innovative ways to attract and retain top talent. Go Promo, a leading provider of promotional products, is revolutionizing the industry by showcasing the crucial role of these products in Human Resources (HR). The company recognizes that, along with marketing, HR departments also play a significant role in driving

company growth. By aligning efforts with both teams, Go Promo aims to optimize their impact and cater to the unique needs of each department. I recently connected with Casey Glandt, the owner of Go Promo, to uncover how their customized solutions are helping make a lasting impact on recruitment, employee engagement, and overall company success.

CELEBRATING MILESTONES AND TEAM BUILDING

Go Promo understands the importance of celebrating employee milestones. They offer promotional products such as custom plaques, trophies, high-end pens, and leather-bound journals to commemorate work anniversaries and promotions. Branded apparel fosters team unity and facilitates relationship-building among employees.

INVESTING IN PROFESSIONAL DEVELOPMENT

Supporting employees' professional growth is essential. Go Promo provides promotional products like branded notepads, pens, and USB drives for training sessions and workshops. These tools equip employees and enhance their confidence, ultimately contributing to their success.

PRIORITIZING HEALTH AND WELLNESS

Go Promo recognizes the growing emphasis on employee well-being. They offer promotional products tailored to health and wellness programs, such as branded fitness gear and reusable water bottles. These items encourage employees to prioritize their well-being and make healthy choices both at work and in their personal lives.

Go Promo is transforming HR strategies by showcasing the power of promotional products beyond traditional marketing applications. By leveraging these customized solutions, HR departments can enhance recruitment efforts, boost employee engagement, and foster a positive work culture. Through collaboration with both HR and marketing teams, they empower businesses to make a lasting impression on potential hires and

build strong teams. With Go Promo's expertise, companies can unlock the full potential of their HR initiatives and drive longterm success.

PHOTO BY GARY USSERY

Bryce and Brittany Wuori are aiming to push the asphalt industry to new levels by incorporating technology that could change the construction landscape entirely. After meeting on the Missouri River, Brittany and Bryce soon married and have since gained significant experience in the industry through a multitude of business ventures whilst supporting one another.

Bryce has been in the paving industry for 17 years as a consultant and project manager, among other positions. They’ve both always had a passion for promoting new technologies, with Pavewise representing yet another step in their journey. I sat down with Bryce Wuori to discuss what led them to develop their forward-thinking platform

Pavewise, their goals and ambitions with the platform, future plans within the industry, and more.

THE BIRTH OF PAVEWISE

executed. With a focus on integrating weather data, optimizing project schedules, and prioritizing employee well-being, Pavewise stands at the forefront of innovation in the industry. In this article, we will delve into the history of Pavewise, explore its groundbreaking platform features, and gain insights from Bryce Wuori himself on the journey and future of the company.

Bryce's journey with Pavewise began in 2018 when he embarked on a mission to address the quality issues in paving projects caused by weather and other variables. Drawing upon his extensive consulting experience, Bryce began to develop the Pavewise software. When the business was formally launched, Bryce, together with Brittany as the COO, set out to build a platform that catered to the core needs of contractors, striving for efficiency and effectiveness. After identifying the industry's struggles and adapting to the ever-

changing landscape, Pavewise gained considerable traction, earning recognition for its successful software and consulting services.

“I began developing the software in 2018, but the business itself was founded in 2019. That’s when we started researching and building out a platform to test. After seeing what the contractors’ biggest issues were, we made a few pivots with the technology based on those core needs. We spent the first four years identifying the biggest struggles and needs to be as efficient as we could be for the clients since we knew that nobody else would have software like this. It was a crazy few years, especially during COVID, but we’ve gained a lot of traction since launching. The Pavewise software that we’ve built and used to assist with consulting has been very successful,” Bryce said.

Bryce is far from a one-man show when it comes to Pavewise, however. Brittany, the COO of Pavewise, balances work and life with her husband and business partner. While business can be tricky with multiple partners, Bryce stated that they work well together in the toughest of situations.

DID YOU KNOW?

Pavewise has run upwards of 27 projects through its unique software. In 2022 alone, they ran it on two large projects, one worth $7 million and the other worth $27 million.

full-time. When the consulting began to grow and people wanted their assistance all over the nation, they couldn’t satisfy everybody.

“I owned a construction company in Bismarck, 3WI, LLC, and I have my consulting company, Wuori Consulting, that I gave up to pursue this software. While those were our steady incomes, we took a risk by selling them to pursue Pavewise. I'm glad we did because it's been absolutely crazy since we went public with this software,” Bryce said.

PAVEWISE’S KEY FEATURES

Project Location Mapping

Project Pin Drops, Descriptions, and Haul Route Information

Project Location Sharing

Dynamic Weather Tracking

Current and Future Condition Notifications

Project Specific Details including Goals, Team Members, and Equipment for Every Project

Resource Catalog and User Help Center Providing Professional Support

long hours,” Bryce said.

Employees can check in daily and rate their mental health and happiness on a scale of one to five. If they check in at a ‘one’ or ‘two’ for two consecutive days in a row, corrective action is taken to ensure that contractors know there’s a problem if employees are getting burned out or unhappy. If an employee is getting burnt out, they’re given a break to reset before they fall further into a rabbit hole of work burnout.

“If you give them a few days off, they’ll come back refreshed and ready to give it their all. Honestly, if there's one thing that I can get out of building this program, it’s tackling that issue within the industry. It’s important to make it a little better for employees and communicate their mental health effectively so that contractors can understand their breaking points and avoid them,” Bryce said.

Furthermore, they have integrated Google Maps into the Pavewise software to allow for project locations to be mapped out digitally with notes placed wherever is needed. According to Bryce, companies across

company's reach. As Pavewise gains recognition in the asphalt industry, they are actively seeking a Chief Technology Officer (CTO) to bolster their management and software expertise. By strengthening its team, Pavewise aims to accelerate its integration into the market and industry by 2024.

Upcoming projects and partnerships are already shaping the company's path forward. Collaborations with prominent contractors in North Dakota, Wyoming, Florida, and along the East Coast demonstrate the growing interest in Pavewise's software. Their goal is to work closely with both larger paving companies and smaller enterprises that need more expertise. By forging partnerships and offering innovative solutions, Pavewise strives to improve road systems, enhance efficiency, and save taxpayers money.

THE WUORIS' ENTREPRENEURIAL JOURNEY

Bryce and Brittany Wuori's entrepreneurial journey with Pavewise has been a testament to their dedication and passion for driving positive change in the asphalt industry. Together, they have overcome challenges, embraced innovation, and built a company that is reshaping the way road construction projects are executed.

Throughout their journey, the Wuoris have emphasized the importance of collaboration and learning from others in the industry. They actively seek feedback from contractors, employees, and industry experts to continuously improve their software platform. By incorporating realworld insights and staying connected with the needs of their users, Pavewise remains agile and adaptable in a rapidly evolving industry.

Beyond the software platform, Pavewise also offers consulting services to assist contractors in optimizing their operations. By leveraging their expertise and industry knowledge, the team at Pavewise provides tailored solutions and guidance to address specific challenges contractors face. This holistic approach sets Pavewise apart, as they not only provide cutting-edge technology but also offer the support and expertise necessary for successful implementation.

the asphalt industry. They recognize that their software platform and approach to project management can be applied to other construction sectors, opening up new avenues for growth and impact.

Pavewise previously announced the public release of their software at the 2023 North Dakota Asphalt Conference. Attendees at the event had the opportunity to sign up for a trial and provide valuable feedback. Recognizing the potential of Pavewise, Bryce and Brittany have engaged in discussions with prominent software companies who have expressed significant interest in the product. In pursuit of their vision for success, they have personally met with several of these companies to explore potential collaborations such as integrations, mergers, or expansions.

Photos Courtesy of Leslie Livengood Photography

continuous improvement, Pavewise is well-positioned to achieve its ambitious goals and make a lasting impact on the way road construction projects are planned and executed.

“We’re seeing success because nobody else in the asphalt industry is doing this. We’ve found our niche and we’re focusing on quality over quantity. We have a huge passion for this industry. If we can help improve the road systems by making them even 10% more efficient so that they last even 5 years longer, that saves millions of dollars, which is our goal,” Bryce said.

Pavewise is revolutionizing road construction through its innovative software solutions and consulting services. By integrating weather data, prioritizing employee well-being, and collaborating with contractors, Pavewise is driving efficiency and quality in the industry. With a visionary leadership team and a commitment to ongoing innovation, Pavewise is poised to shape the future of road construction and expand its impact beyond the asphalt industry.

IT’S NOT GOOD TO HAVE 60 EMPLOYEES WITH NOTHING TO DO FOR 3 DAYS ON A NEARLY $30 MILLION PROJECT. THIS HELPS PLAN MAINTENANCE AND OTHER TASKS AROUND THE WEATHER SO THE OPERATION IS AS EFFICIENT AS POSSIBLE. WE'RE JUST TRYING TO ASSIST WITH THAT EFFICIENCY AND ULTIMATELY HELP THE CONTRACTOR BUILD BETTER ROADS THAT LAST LONGER, EQUATING TO FEWER TAX DOLLARS.”

BRYCE WUORI CEO AND CTO OF PAVEWISE

WHAT SCALE OF PROJECTS IS PAVEWISE CURRENTLY TARGETING?

Our target market is asphalt paving contractors on high-profile projects, such as LAX airport. There are a lot of incentives and dollars that could be made or lost on those high-risk projects. We have some clients in Bismarck that are only running 2 or 3 crews with 5 to 10 people on them.

Contractors are using Pavewise as a way to track project location because you can pin your project locations and put in notes regarding material and other aspects of the project. Quite honestly, we're getting a lot of interest from smaller companies. Those companies don't have that expert like some of the bigger companies, and we’re more than happy to work with them.

DOES YOUR DAY-TO-DAY LIFE AND SCHEDULE VARY BETWEEN WINTER AND SUMMER?

Yes and no. In the Midwest with winter, there isn’t much paving going on, but this is the busy time of the year for paving in Texas, Southern Arizona, Nevada, and other Southern states. It’s a nice balance throughout the year since there are busier and less busy times depending on the weather and temperature difference between the north and south. The winters also get busier as we do a lot of conferences and presentations on technologies in the industry.

WHAT MADE YOU WANT TO SETTLE IN NORTH DAKOTA AND CONTINUE PAVEWISE FROM THE BIS-MAN AREA?

I was born and raised in North Dakota. I’ve traveled and seen other beautiful places, but it just wasn’t the same as North Dakota. We have a lot of great things going on in this community and sometimes you don’t realize that until you get away from it. I’ve been offered jobs all across the country, from California to Boston, and there’s no way that I could leave here.

I always come back here and see how huge the entrepreneurial community is in North Dakota with its programs, state funding, and opportunities to meet with the legislature. There aren’t many other places where you can go up to the capitol and request a meeting with a government official to talk about road conditions.

“MOST POTHOLES YOU SEE ARE USUALLY FROM A LACK OF QUALITY WHERE IT MAY NOT HAVE BEEN THE BEST CONDITIONS TO WORK IN, WHERE WEATHER CONDITIONS DIRECTLY AFFECTED THE PRODUCTION, EFFICIENCY, AND OVERALL QUALITY.

PAVEWISE TRACKS DIFFERENT VARIABLES TO MAKE THE MOST OF A CONTRACTOR’S TIME AND MONEY BEING INVESTED INTO A PROJECT.”

A Q&A WITH BRYCE WUORI, CEO OF PAVEWISE

-BRYCE WUORI

By Grant Ayers

HOW IMPACT DAKOTA IS OPTIMIZING NORTH DAKOTA'S BUSINESS LANDSCAPE

mpact Dakota has been at the forefront of driving growth and success for businesses across the state of North Dakota. With innovative approaches and a commitment to excellence for their clients, Impact Dakota has become a trusted advisor for organizations of all sizes, helping them navigate the ever-evolving business landscape. We connected with Jodie Mjoen, CEO and President of Impact Dakota, to discuss Impact Dakota’s history, their tailored solutions, and how you can get involved.

Impact Dakota is an independent business and manufacturer support organization brought to life with the help of the US Department of Commerce. The nonprofit organization is governed by a board of directors made up of manufacturers and related industry experts, while they’re supported by funds from the National Institute of Standards and Technology (NIST) and the Manufacturing Extension Partnership (MEP) system to assist in North Dakota. Furthermore, the ND Department of Commerce supports as a program partner.

Jodie Mjoen has always held a special place in his heart for our state and business landscape. Taking this passion and using it for good, Mjoen is a leading member of the initiative to create a more efficient and innovative North Dakota. “I’ve always been a North Dakota guy. In our communities,

everything hits home. I grew up here, so I’m always thinking about how we can keep and even grow job positions in the manufacturing industry. Injecting money into the local economy from their customers buying their products, manufacturers have a significant positive impact on that small town, which is exactly what we aim to see with Impact Dakota,” Mjoen said.

Impact Dakota acts as a unique public-private partnership that was created by Congress in the mid-90s. Congress created the Manufacturing Extension Partnership (MEP) Program with the US Department of Commerce. Impact Dakota was created as a unique investment in the growth and maintenance of the infrastructure of US manufacturing, as much of our country’s manufacturing was increasingly heading overseas.

The businesses that were still here were struggling with some of their OEM (Original Equipment Manufacturers), or the big “brand name” products produced for the original manufacturer. When products were sourced overseas, manufacturers were struggling with how to survive and continue building their organizations close to home.

As a public-private investment, Congress allocates funds to the MEP network to support the build-up of manufacturing infrastructure in the United States. The partnership allocates up to one MEP center in each of the 50 states and Puerto Rico, bringing Impact Dakota to life.

The investment made by a manufacturer helps access federal program dollars to offset costs so that Impact Dakota is able to build an infrastructure with the strongest

Impact Dakota working closely with Elinor Coatings.

Photo Courtesy of Holly Anderson, CEO of Elinor Coatings (of Fargo) & Impact Dakota Board of Directors Member

industry experts in their respective fields. Rather than retaining an entire staff full of trained experts that are only needed in certain instances, Impact Dakota focuses on collaborating with partners who are experts in their field that aim to support their clients as well.

“We support large manufacturers with thousands of employees, but will primarily help small to medium manufacturers with 500 employees or less, as they don’t have the infrastructure built out yet. When we’re helping those smaller manufacturers, one of the biggest challenges they’re facing is workforce shortage issues,” Mjoen said.

Over the past decade, the gap between available workers and job opportunities has grown, according to Mjoen. In addition, when COVID-19 hit, millions of people suddenly lost their jobs, causing them to make significant changes in their lives. Some families had to adjust to

DID YOU KNOW?

Most companies similar to Impact Dakota will charge a fee for coming in, spending time analyzing and discussing the problem, and providing a solution at hand. Thanks to Impact Dakota’s public-private partnership, there is no initial cost to the client for assessments and sharing of solution options you can implement if you have the time, talent, and resources.

living on one income, while others downsized or gave up owning additional vehicles to save money. People did whatever they could to take care of themselves, creating a situation where there is now an 11 million-person gap in the workforce shortage in the United States. With jobs available but no people, Mjoen believes that manufacturers could benefit greatly from something as simple as a shift in mindset to continue forward.

At times, manufacturers may feel inclined to give up and consider closing their businesses, according to Mjoen. The COVID pandemic exposed the vulnerability of our country's economy, highlighting the trade imbalance between imports and exports, as well as the lack of domestically-made products. To address this issue, the US Department of Commerce aims to increase manufacturing capacity by 50% over the next decade. This is a substantial goal that calls for

innovative approaches. To support this endeavor, the country is investing in expanding the MEP network and organizations such as Impact Dakota, which forms the base for the future of manufacturing.

“What we used to do with 100 people, we can now do with 60 people. We need to be very innovative in figuring that out. It’s critical to ensure that employees are maximizing their time and being as efficient as possible. Some companies place machines randomly throughout their location, which is fine until the facility grows over time. When that happens, companies are now moving items miles around their plant from one location to another. We can help them re-layout their facility so that it makes sense with the flow of their operation, saving hundreds of hours per week in the facility, which in turn could be millions of dollars being put toward a more efficient operation,” Mjoen said.

Jodie Mjoen, CEO & President of Impact Dakota

Photo Courtesy of Gordon Court, Impact Dakota

Impact Dakota’s goal is to help people create the most innovative organizations possible and maximize their production efficiency. While larger organizations may have established systems in place, smaller ones often lack the necessary resources and streamlined processes. Although they may develop great products, Impact Dakota can help them identify and eliminate waste from their operations.

“Manufacturers are paid by customers for their value-added activities, such as painting, cutting, or assembling parts. They don’t build non-valueadded activities into their customers’ quote times but they pay employees to walk around and look for tools, move parts all over their facilities, etc. We help eliminate those things and be innovative in their processes. You can buy a water spider to move parts around your facility, or you can simply get your materials in line so that it doesn’t have to be moved around. For many manufacturers, it can be as simple as a mindset shift. I’ve worked with manufacturing lines that were creating products from beginning to end; from metal to ready-to-ship. What used to take 41 people, now only takes 4 people by having efficient process flow and some automation,” Mjoen said.

Beyond optimizing manufacturers and striving for efficiencies within operations across the state, Impact Dakota also specializes in training and certifications for

compliance guidelines. Whether it be ISO9001/AS9100 quality management systems, OSHA safety regulations, cybersecurity, food safety, operations optimization, leadership training requirements, or any other opportunity, Impact Dakota uses their team of experts or collaborates with partners, who pass through as needed, to save costs and provide the most skilled experience possible.

“Collaborating with partners is much cheaper than hiring and training a fulltime staff with benefits to do this year-round. Each project requires a different approach and skill set, which is why we value our partners as much as we do. In the chance that we don’t have expert information that a manufacturer needs, we’ll pull from neighboring states’ Manufacturing Extension Partnership organizations within the region to find the skills needed to be of assistance.”

- Jodie Mjoen, President & CEO of Impact Dakota

“The organization's dedicated staff engages with partners in North Dakota that are just as passionate about the

work as they are. We look for those partners in the state to continue boosting our local economy. We don't turn manufacturers away, as most organizations need some form of technical support. Some of the training that we do revolves around large manufacturers who want to reduce their risk by having certified manufacturers working on their teams. Essentially, we’re looking for the ones that don’t know what they need so that we can guide them along the right path so that they can focus on making their awesome products for customers.” Mjoen said.

DID YOU KNOW?

Impact Dakota also supports nonmanufacturers, such as universities, with how to optimize their lunchlines, bookstores, and more.

system security and organizational fortification. These workshops attract diverse participants, including manufacturers, universities, and professionals from various industry sectors. During these sessions, organizations acquire invaluable techniques, such as the implementation of 20 controls that can substantially mitigate the risk of cybersecurity breaches by up to 80%. These measures include adopting multi-factor authentication and regularly updating passwords.

As of late, cybersecurity infrastructure has been a concern for many with the rise of AI and increasingly tech-incorporated workplaces. As companies automate their manufacturing processes and rely more on electronic communication with customers and suppliers, a large amount of data is being exchanged, which could result in a data breach.

For the past three years, they have organized one-day workshops in collaboration with cybersecurity experts, aimed at enhancing participants' comprehension of

“We're helping to lower the risks and expenses associated with data breaches by taking preventive measures. While these measures do require an upfront investment, it's much cheaper than dealing with the aftermath of a data breach. It's especially painful to see small manufacturers suffer from a data breach, losing important information like intellectual property, bank account numbers, and private customer data,” Mjoen said.

What makes Impact Dakota unique is how they leverage their aforementioned public-private partnership to minimize expenses and save the client money on projects such as cybersecurity protection or efficiency implementation.

Photo Courtesy of Jodie Mjoen

Photo Courtesy of Joseph Ballard

In contrast to the steep price range of $30,000 to $60,000 that manufacturers would face if they were to seek cybersecurity implementations in the open market, our offerings can be around $10,000 and $15,000 with Impact Dakota. This cost advantage extends to other services provided, whether it be manufacturing processes, layouts, strategic planning, or any other enhancements.

In North Dakota, many manufacturers are regular folks who stumbled upon innovative products while trying

to solve problems. They're used to figuring things out on their own but shouldn't hesitate to ask for help. Some avoid spending extra money without knowing the potential benefits. By reaching out for help and exploring available options and solutions, manufacturers can achieve significant growth.

“Our aim is to optimize our communication methods, prioritize our focus areas, and deliver innovative solutions that bring maximum value to manufacturers. We can help identify their largest pain points and

what support services are needed to improve or fix them without requiring a cost until the actual training or implementation. We’re very collaborative. If an organization is willing to do a portion of the work but doesn’t have the time or resources to implement the entire solution, we’ll come in and work only on what you need. We’re here to help reduce the risk of any disruptions coming from their supply base to help them see growth,” Mjoen said.

Jodie Mjoen and Impact Dakota work closely with the State of North Dakota to ensure that North Dakota manufacturers are on the path to more efficient operations.

Photo Courtesy of Josh Carter, Senator Hoeven Office

5 Tips for

Government Contracting: Empowering Women-Owned Businesses

By Laiken Aune, Advocacy Director, NDWBC

omen-owned businesses play a vital role in driving economic growth and innovation in North Dakota and beyond. Recognizing the importance of supporting these business owners, the North Dakota Women's Business Center (NDWBC) provides coaching and connection to other resources to help them succeed. One significant and under-utilized avenue for business expansion is government contracting, which offers numerous opportunities for growth and stability. This article offers five tips to consider when seeking government contracts.

1: Leverage Government Contracting Resources

Government contracting can be complex, but fortunately, various resources are available to assist, including the NDWBC and ND APEX Accelerator (formerly PTAC). These organizations provide educational resources, training workshops, one-on-one coaching, and networking opportunities to equip you with the necessary knowledge and support to navigate the government contracting landscape successfully. It’s a jungle out there!

2: Conduct Thorough Market Research

Before pursuing government contracts, conduct comprehensive market research to identify potential federal, state, and local opportunities, and target agencies that align with your business's capabilities and expertise. Take time to explore government procurement websites, such as the System for Award Management (SAM.gov), the Federal Business Opportunities (FedBizOpps), and the North Dakota Procurement Office sites to find current and upcoming contracts. Additionally, researching the needs and goals of specific agencies can help you tailor your proposals effectively and showcase how your business can fulfill their requirements. Pro Tip: Don’t pay to register with SAM.gov. You can lean on the resources mentioned in the first tip to help you navigate the process for free.

Throughout the article, be on the lookout for advice in government procurement from Solli Frank and Angie Milakovic, founders of Kajaer GeoConsulting LLC, a North Dakota Certified Women-Owned Business that works in procurement to fill government contracts.

“Find keywords that relate to your ideal contract situation and search with those words on SAM.gov. to avoid the government-website rabbit hole. Researching is an opportunity to understand what the government is putting out bids for, how you can fill their needs, the types of contracts posted, and who is getting them. We make it a point to go to SAM.gov daily to learn the terminology and acronyms. We look at in-progress or contract opportunities that have been awarded and research the company that received the award.”

-Solli Frank and Angie Milakovic

3: Develop a Strong Proposal Strategy

Crafting a compelling proposal is essential to win government contracts. Take the time to understand the requirements of each contract and align your proposal accordingly. Clearly articulate your unique selling points, emphasize your qualifications, and highlight your past performance and success stories. Develop a solid pricing strategy that is competitive and reasonable and ensure your proposal is compliant with all the specifications outlined in the solicitation. Engage in continuous improvement by seeking feedback on your proposals to enhance your chances of success in future bids.

4: Build Relationships and Collaborate

Networking and building relationships are crucial for success in government contracting. Attend industry conferences, trade shows, and matchmaking events to connect with government representatives, prime contractors, and other women-owned businesses. Collaborating with other businesses, both as a prime contractor or a subcontractor, can open doors to new opportunities. Strategic partnerships and teaming arrangements can help you access larger contracts and complement your capabilities with those of other businesses, increasing your chances of securing government contracts. For a list of regional procurement events, visit ndptac.org.

“We should reach out and work with the most talented and resilient professionals. We know that talent and credentials are traditionally recognized, but one of the most overlooked professional skill sets is resiliency. Women support women-owned businesses because they tend to exude resilience. That is what makes us relatable to each other.“

-Solli Frank and Angie Milakovic

5: Certify as a Women-Owned Business (CWOB)

Obtaining certification as a Women-Owned Business is a crucial step for women entrepreneurs seeking government contracts. NDWBC offers certification at the state level and can help you determine if federal certification is right for you. Becoming certified enhances the visibility and credibility of your business, making it more attractive to federal agencies and prime contractors. The Small Business Administration (SBA) offers the Women-Owned Small Business Federal Contracting Program and NDWBC offers the Certified Women-Owned Business program for the state, providing access to set-aside contracts specifically for CWOBs. As such, you can gain a competitive edge and open doors to lucrative contracting opportunities.

“When registering with the state and Federal governments, you will see that certain contracting opportunities can be obtained through various certifications. We immediately recognized that personal credentials opened doors, so we certified our business.”

To learn more about certifying your business as women-owned, visit ndwbc.com.

For detailed information about how to do business with the government, visit ndptac.org.

-Solli Frank and Angie Milakovic

Solli Frank (left) and Angie Milakovic (right)

Nonprofit of the Month: Heartview Foundation

By Grant Ayers |

Heartview Foundation is one of the most reliable and trusted treatment centers in the state of North Dakota. Since being developed for the Bismarck-Mandan community and beyond in 1964, the organization has flourished and made an astonishing impact on the lives of many across North Dakota.

I spoke with Kurt Snyder, the Executive Director of Heartview Foundation. Together, we discussed Heartview Foundation’s origins, the impact that Heartview Foundation has had on both him and others in the state, what’s next for the organization, and much more.

Photos Courtesy of Heartview Foundation

What is Heartview Foundation?

Heartview Foundation is one of North Dakota’s most trusted drug and alcohol treatment centers. They offer a wide range of services for those from all across the state.

Snyder first began at Heartview Foundation in October 2002 as a counselor. When he was hired, the organization had eight members. When he first got involved, he was a new counselor in the field of addiction but was aware of Heartview Foundation’s rich history.

“I felt that I had a lot of good ideas and something to offer. I felt that I could change the system and find ways to offer more resources. I had been a counselor for a little over five years in 2005, while the people that I was working with had over 20 years of experience in this industry. They were my teachers and mentors. When I applied for the role, I was stepping into an uncomfortable area,” Snyder said.

On January 1, 2005, Snyder began the position of Executive Director. Today, they have more than 130 employees and have served people from every state in the United States, as well as every province in Canada. When reflecting on the journey since then, it’s evident that the organization has grown immensely in the last decade.

“As a 501(c)(3) nonprofit, we have an excellent board of directors that I am responsible for. I’m responsible for executing the clinical and business practices of the Heartview Foundation and the services that we provide. I'm really proud of the fact that everyone here is swimming in the same direction and believes that what they're doing is really important” Snyder said.

“The people that we serve need us and they deserve the chance to get back on track. It’s a very rewarding experience and position. It’s been an incredible journey of growth so far. As an organization grows, it's easy to lose direction, purpose, and culture along the way. I'm really proud of the fact that we’ve always had the sole mission to serve people struggling with drug and alcohol issues. One reason to exist as a nonprofit is to be there for those individuals.”

A Q&A with Kurt Snyder, Executive Director of Heartview Foundation

What are the biggest challenges Heartview Foundation currently faces?

#1 The Severity

107,000 people died in 2021 from an overdose in the United States. That's similar to a jumbo jet crashing with no survivors every single day. So many lives and families are affected and it's a problem that is continuing to take the lives of our neighbors, friends, and families within our very own community. If you went to every hospital in the state of North Dakota to do a community needs assessment to help them understand what they need to address, the top issues are almost always addiction, mental health, and suicide.

#2 Waitlists

We have waitlists that we deal with in our industry that primarily have to do with workforce levels. What’s a little sad to me is that after years of adding additional staff and services, we haven’t been able to notably bend that curve due to rising demand for our services. We still have waitlists, as I only have so many staff that can be of service.

#3 Individual Barriers

There are always barriers with the individuals we serve that insurance doesn't pay for. 70% of the people that we serve are in a low-income situation. For us to be able to support somebody that's coming to us, yet they don't have food or transportation. We can’t, in good hearts, serve them without solving those other issues as well.

Where are financial donations directed toward within the Heartview Foundation?

#1 Service Fees

We're a healthcare service. We get reimbursed, just like if you have insurance. There's a fee for service, just like a doctor's office visit. That service can pay for all of the staffing, structure, and resources needed to serve those people.

#2 Grant Writing

We write grants to both the state of North Dakota and the federal government. The grants help us extend our services to people that we weren’t able to serve before.

#3 Fundraising

Our fundraising efforts have almost always been about infrastructure growth. We've done two capital campaigns in the past 10 years for our second building downtown, as well as another on 23rd Street. Our fundraising is built towards a defined goal and outcome.

Some of our fundraising money has gone specifically to art therapy supplies. It's a different way to re-engage people in life. Our population is incredibly creative and talented. The art that you see out of those folks as they stop using drugs and alcohol and start to re-engage in life is amazing. Donations are always for how we can support our patients in ways that benefit them the most.

Did You Know?

“When people visit our website to make a donation on our fundraising page, they can actually select how they’d like that donation money to be spent. For example, insurance covers group therapy sessions, but it doesn't cover general items such as clothes or hygiene products for the homeless.”

For community members that may not be able to donate financially, but still want to give back, what other options are available?

We have a lot of different people that will come to do lectures and activities with our patients. We recently had a former Chief of Probation and Parole come in to teach yoga and breathing techniques. We also work with other agencies that bring in educational material for our patients.

Volunteering has always been somewhat tough for us surrounding the confidentiality aspect of our operation. We have to weigh how we can bring in volunteers while still providing a safe environment for patients. We tend to get a lot of volunteer efforts from those in recovery, which is a whole different game. If someone in recovery wants to tell their story, we allow that person to highlight their success to those still looking at that path.

Photo Courtesy of Emily Remmick

“I’m blessed to have the greatest staff that works so hard and diligently every day. I believe that the services offered are only as good as the staff behind them. Our greatest resource in this work is our human resource.”

-Kurt Snyder

DID YOU KNOW?

Could you discuss confidentiality guidelines at Heartview Foundation?

Most people are aware of HIPAA at hospitals and clinics where your health information is protected. We’re regulated by those same laws, but also regulated by a separate law called 42 CFR Part 2, which is like HIPAA on steroids for drug and alcohol treatment. For example, if a law enforcement individual comes to our facility searching for someone, we cannot confirm or deny who’s here.

The only way that we can is if that person committed a crime and was in active pursuit when entering. It allows people the safety and understanding that if they come in for services, we do not share that information with anybody without their express written consent, for which there are very few exceptions to that rule. I think that's something that our industry does exceptionally well.

What are Heartview Foundation’s goals and ambitions for the future?

Kurt Snyder earned a Master’s Degree in management from the University of Mary!

FUN FACT!

Since its establishment in 1964, the team behind Heartview Foundation has treated over 30,000 patients and their families.

We're currently in the middle of an expansion project in Dickinson, renovating 13,000 square feet on the fourth floor of St. Joseph's Plaza (formerly St. Joseph's Hospital). The fourth floor used to be the labor and delivery floor, so it’s unique that we have five employees who were born on that floor. The construction should be done in mid-June, so we're hopeful that we can open in mid-July. Dickinson has been devastated by a lack of services for behavioral health, so we're excited about launching a 16-bed residential facility, which we see as a starting point for growing our workforce.

There's no reason that we can't grow to have the same level of services in Dickinson that we have in Bismarck. Any given year, we serve roughly 40 of the 53 counties, so we pull from all over the state of North Dakota. We serve a lot of people from Western North Dakota, so it makes perfect sense to us to move closer to where we’re needed most.

What keeps you motivated to do what you do every day at Heartview Foundation?

I'm a person in long-term recovery who found the path to sobriety in June 1983. As I come up on 30 years of sobriety, I’m incredibly grateful for this life that doesn't include drugs and alcohol each and every day. That was my motivation for becoming a counselor. I stopped counseling to become the executive director, which was a sad decision for me to make, yet I felt like I could help in different ways.

I describe addiction as this big boulder that gets thrown into a pond. The water ripples outward and those ripples destroy what people love the most first before affecting everything in their lives, including their communities. However, recovery is the same. It's a big boulder that goes in that pond but the ripples that go outward are positive.

I can be active with the legislature by advocating for our patients, and do everything I can to bring the resources, tools, and skills to our foundation to serve the people that walk through our door. When somebody comes through our door, they're broken with no hope in their heart or spark in their eye, and their life has been devastated in so many ways.

It’s incredibly amazing to watch those people reclaim their lives and have hope again. You become a part of our community and workforce again and pay taxes. The people that find recovery become incredible citizens that are no longer using high-cost health care and are in and out of our facility or our community’s jails. I know that the work we're doing is incredibly important and I believe that other people deserve that chance. The work truly is rewarding.

Ways to Improve Customer Service and Retention in a Small Business

By Julie Hinker, VBOC Veterans Business Specialist

VBOC

About the VBOC

the Dakotas

The Veterans Business Outreach Center (VBOC) program is designed to provide entrepreneurial development services such as business training, counseling, and resource partner referrals to transitioning service members, veterans, National Guard and Reserve members, and military spouses interested in starting or growing a small business. U.S. Small Business Administration (SBA) has 22 organizations participating in this cooperative agreement and serving as VBOCs.

The key to your business’s success is ensuring your customers return again and again. We live in a highly competitive business landscape, which means customer service plays a pivotal role in the success of our small businesses. Providing exceptional customer service not only enhances customer satisfaction but also contributes to customer retention, repeat business, and positive word-of-mouth referrals.

Small businesses, with their personalized touch and attention to detail, have a unique advantage in delivering outstanding customer service, but they also face challenges in resource limitations and fierce competition.

Let’s explore several effective strategies that small businesses, like yourself, can implement to improve

Photo Courtesy of

of

customer service and foster long-term customer retention. From understanding customer needs and cultivating a customer-centric culture to leveraging technology and implementing loyalty programs, these strategies can empower your small business to build strong customer relationships, drive customer loyalty, and achieve sustainable growth in a competitive market.

Understand and Anticipate Customer Needs

To provide exceptional customer service, it is essential for small businesses to understand and anticipate their customers’ needs. By delving deep into the wants, preferences, and pain points of customers, businesses can tailor their products, services, and interactions to exceed expectations. This involves actively listening to customers, collecting feedback through surveys or social media channels, and analyzing customer data to identify patterns and trends.

By gaining insights into their needs and desires, businesses can proactively address customer concerns, provide personalized solutions, and deliver exceptional experiences. Anticipating customer needs goes beyond reactive support; it involves staying ahead of the curve, predicting future requirements, and offering innovative solutions. By continuously striving to understand and anticipate customer needs, businesses can foster longterm loyalty, retain customers, and position themselves as trusted partners in their customers’ journey.

Cultivate a Customer-Centric Culture

Creating a customer-centric culture is crucial for small businesses aiming to provide exceptional customer service. It begins by instilling a mindset throughout the organization that places the customer at the center of all decisions and actions. Small businesses can lead by example, demonstrating a genuine commitment to customer satisfaction. This involves fostering a culture of empathy, where employees actively listen to customers, understand their needs, and go above and beyond to exceed their expectations. Providing ongoing training and support to employees, encouraging them to take ownership of customer issues, and empowering them to make decisions that prioritize customer needs are crucial steps in cultivating a customer-centric culture.

By consistently reinforcing the importance of customer satisfaction and recognizing and rewarding employees who deliver outstanding service, businesses can create an environment where every team member is aligned with the goal of providing exceptional customer experiences. A customer-centric culture not only fosters strong customer relationships but also creates a sense of loyalty and advocacy, leading to higher customer retention rates and a competitive advantage in the market.

Personalize Interactions and Communication

Small businesses have the advantage of building personal relationships with their customers. Personalizing interactions and communication is a crucial strategy for enhancing customer service and improving customer retention. Customers appreciate feeling recognized and valued as individuals, and personalization enables businesses to establish a deeper connection with their clientele.

By leveraging customer data and insights, businesses can tailor their interactions to meet specific customer preferences and needs. This can range from addressing customers by name in communications to providing personalized product recommendations based on their

purchase history or preferences. Personalized communication goes beyond generic messages, enabling businesses to deliver targeted and relevant content that resonates with customers. By showing genuine interest in their customers and engaging in personalized conversations, businesses can foster a sense of loyalty and make customers feel truly valued. This personal touch builds trust and strengthens the customer-business relationship, ultimately leading to improved customer satisfaction, increased customer loyalty, and higher retention rates.

Prompt and Effective Issue Resolution

Efficiently addressing customer issues is essential for enhancing customer service and retention. When customers encounter problems or have concerns, how those issues are handled can significantly impact their perception of the business. By prioritizing timely responses and swift resolution of customer issues, small businesses demonstrate a commitment to customer satisfaction. Be sure to establish clear channels for customers to voice their concerns and provide feedback.

Small businesses should strive to address issues promptly, take ownership of problems, and

offer appropriate solutions or compensation when necessary. Going above and beyond to resolve customer issues not only resolves immediate problems but also showcases a commitment to delivering exceptional service. Customers who experience efficient issue resolution are more likely to remain loyal and recommend the business to others. Therefore, by making prompt and effective issue resolution a top priority, small businesses can nurture customer trust, loyalty, and longterm relationships.

Consistent and Transparent Communication

Consistent and transparent communication is a crucial element in improving customer service and retention for small businesses. By maintaining regular and open lines of communication, businesses can build trust, manage customer expectations, and address any concerns or changes proactively. Consistency ensures that customers receive reliable and accurate information across all touchpoints, whether it’s through email, social media, or in-person interactions. Transparency involves being upfront and honest about product updates, pricing, policies, and any potential challenges or limitations.

When businesses communicate transparently, customers feel valued and respected, resulting in stronger relationships and increased loyalty. Moreover, consistent and transparent communication allows businesses to keep customers informed about new offerings, special promotions, or upcoming events, keeping them engaged and cultivating a sense of exclusivity. By prioritizing consistent and transparent communication, small businesses can establish themselves as trusted partners and create a positive customer experience that leads to enhanced satisfaction and a more loyal clientele.

Reward and Loyalty Programs

Reward and loyalty programs can be powerful tools in improving customer service and retention for small businesses. By implementing these programs, businesses can incentivize customers to stay engaged and make repeat purchases. Rewarding customers for their loyalty creates a sense of appreciation and encourages a deeper connection between the business and its customers. Small businesses can offer loyalty points, exclusive discounts, special perks, or even personalized rewards based on customer preferences.

These programs not only encourage repeat business but also provide opportunities for businesses to gather valuable customer data and insights. By analyzing customer behavior and preferences, businesses can further personalize their offerings, improving the overall customer experience. Additionally, reward and loyalty programs can generate positive word-of-mouth referrals as satisfied customers are more likely to recommend the business to others. Ultimately, by implementing reward and loyalty programs, small businesses can elevate customer satisfaction, build unwavering customer loyalty, and establish a foundation for long-term retention.

Exceptional customer service is of utmost importance for the success and prosperity of small businesses. By understanding and anticipating customer needs, cultivating a customer-centric culture, personalizing interactions, resolving issues promptly, maintaining consistent and transparent communication, and implementing reward and loyalty programs, small businesses can significantly improve customer service and create long-term customer retention.

Your small business has the advantage of providing a personalized touch, and by leveraging this strength, you can differentiate yourself from larger competitors. Investing in customer service improvements not only leads to higher customer satisfaction but also creates a loyal customer base that acts as brand ambassadors, driving positive word-of-mouth referrals and sustainable business growth. With dedication, consistency, and a customer-first mindset, your small business can thrive in today’s

competitive market by delivering exceptional customer service experiences!

Are you a small business owner seeking valuable insights on enhancing your business? We invite you to connect with VBOC of the Dakotas, an organization dedicated to supporting veteran entrepreneurs. Reach out to us today and kickstart your journey toward business growth and success. We provide no-cost business advising, business ownership options, startup logistics, business plan development, budgeting and financial projections, financing solutions, and operating strategies.

VBOC of the Dakotas

(701) 738-4850

und.edu/dakotasvboc

/dakotasvboc

@DakotasVBOC

4200 James Ray Dr Grand Forks, ND 58201

Women You Should Know

Stephanie Barth

Chief Accounting Officer, MDU Resources

Photo Courtesy of MDU Resources Group Inc.

By Arielle Windham

Empowered by Ladyboss Lifestyle

Success isn’t always the result of some grand plan. Often, it is the result of hard work, perseverance, and playing to your strengths.

As a young woman studying finance at UND, Stephanie Barth never dreamed of becoming a chief accounting officer for one of the most significant employers and economic drivers in North Dakota. She probably couldn’t have told you what a controller does, much less how to balance this important position in one of the only publicly traded companies in the region. At 18, Barth didn’t have it all planned out, but by finding opportunities that aligned with her interests and pushing herself, she made a place for herself and other women in the C-suite of MDU Resources.

Bismarck Woman Finds Success and Satisfaction in Finance

Raising Relationships

“I didn’t start with a career path in mind,” said Stephanie Barth, Vice President, Chief Account Officer and Controller for MDU Resources. “I didn’t even know what I wanted to study. I basically went down the list of majors and crossed off everything I knew I definitely didn’t want to do. I was left with economics and accounting and ended up choosing accounting. Turns out, I couldn’t have found a better fit.”

Barth’s love of numbers and problemsolving skills were an asset during her time at UND. It was hard work, but she continued to play to her strengths, seeking out opportunities that interested–and challenged–her. She started her career in public accounting and then she moved to corporate accounting, joining an MDU Resource subsidiary as a revenue billing analyst. The challenges and complexities of working with the company and its many subsidiaries often pushed Barth outside her comfort zone but looking back over nearly 30 years with the company, these moments were also some of the most satisfying.

“You learn to take advantage of what makes you uncomfortable,” Barth said. “That’s where growth comes from. I have a lot of passion for what I do, but to move forward, I had to work hard and continue taking on more responsibility.”

Balancing the Books

Not all of that responsibility was at work, though. Barth, like many women, also balanced motherhood while climbing the corporate ladder.

“I have three kids,” she said. “There were definitely things I had to contend with that my male counterparts didn’t. There are certain things moms just take care of. But there is always a way to have the family AND the career.”

Barth recommends looking at what your company and your community offer and taking advantage of your resources. “We have a mentoring program. I was also part of a Women’s Advisory Board the company created, which offered ideas and solutions aimed at retaining and progressing women in the company,” she said.

The Next Challenge

As for Barth, she continues to face exciting new opportunities, as MDU Resources recently completed the spinoff of its construction materials and contracting business, Knife River. Going forward, the company’s goal is to become a pure-play regulated energy provider.

“It’s an interesting time for the company,” she said. “We believe having two pure-play companies will unlock significant value for MDU Resources’ shareholders. Executing the spin was a great deal of work, but an exciting opportunity to learn more by being a part of a highly complex transaction and working with advisors and consultants from other parts of the country. You don’t necessarily get those opportunities from other companies in North Dakota. And I think that’s what I have really enjoyed about working for MDU Resources, the exposure to new challenges and diverse work throughout my whole career.”

“The most important piece of advice I can give is to work hard and good things will follow.”