Fox Cities Business Magazine - October, 2012

OCTOBER 2012 Volume 13, Issue 10

FOX CITIES

CHAMBER

Network Health’s Approach to Customer Service

Fess Up When You Mess Up Frontliners in Business Skills www.foxcitieschamber.com

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this issue

Volume 13, Issue 10 | october 2012

EVERY ISSUE

Fox Cities Board of Directors

3 President’s perspective Views from Chamber President/CEO Shannon Meyer Full

11 New members 14 Accolades, Advancements, Announcements

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Chairman of the Board Greg Bell, Woodward Communications, Inc. Chairman-Elect Kip Golden, Keller, Inc. Past Chairman Linda Kennedy, Business Lending Group, Inc. Secretary/Treasurer Bruce Zak, JPMorgan Chase, N.A.

A Friendly Voice: Network Health’s Approach to Customer Service; p 4

Tips to Soothe and Save Irate Customers

features

Corey Brumbaugh Miron Construction Co, Inc.

4 A Friendly Voice: Network Health’s Approach to Customer Service

Kevin Eismann Epiphany Law, LLC

6 Fess Up When You Mess Up; Erik Kielisch

Robyn Gruner AT&T

8 Frontliners: Today’s Administrative Professionals 10 Chic to Chic Customer Philosophy; Jill Nelson and Tammy Eiting

Daniel P. Ferris SECURA Insurance Companies

Sharon Hulce Employment Resource Group, Inc. Dennis Jochman The Bechard Group Lyssa King Venus Jewel USA John Krause Baker Tilly Virchow Krause, LLP Marty Lenss Outagamie County Regional Airport Vic Lutz McMahon

Fess Up When You Mess Up; p 6

Highlights 12 Economic Development 13 Business of the Month 17 Department Spotlight: Experience the “new” Pulse

Bill Mann ThedaCare/Ingenuity First John Milanowski Innovative Machining, Inc. Bill Mundy West Corporation Robert Pedersen Goodwill NCW Jen Wagner Mauk Affinity Health System Monica Vomastic Landmark Staffing Resources, Inc.

Frontliners; p 8 Octoberfest Gives Back, page 14 Publisher: Shannon Meyer Full Editor: Melody Lane Buller Design: Coalesce, Inc. Printing: Northeast Wisconsin Printing Co. Advertising Sales: Susan Vanden Heuvel, 920-734-7101

Fox Cities Chamber Business (v 259180). Published monthly by the Fox Cities Chamber of Commerce and Industry, 125 N. Superior Street, Appleton, WI 54911. PH 920-734-7101. WEB www.foxcitieschamber.com. Periodical postage paid at Appleton, WI. Annual subscription fee to members for Fox Cities Chamber Business is $9 and is included in dues. Publisher: Shannon Meyer Full. Editor: Melody Lane Buller. Design: Coalesce Inc. Printing: Northeast Wisconsin Printing Co. Advertising Sales: Susan Vanden Heuvel, 920-734-7101. Postmaster: Send address changes to: Fox Cities Chamber Business, PO Box 1855, Appleton, WI 54912-1855.

president’s perspective Dear Members, In this issue of Fox Cities Business, our focus is customer service. I never really liked the term “customer service.” It seems to be so cold; instead let’s focus on relationships and the importance of forming and fostering them in order to grow and strengthen this community.

The chamber’s success in customer service…investor relations….member services… business relationships… is really quite simple. It is dependent upon three major factors: awareness of the needs/gaps of our business community, transparency and strong communication and an underlying passion to truly collaborate.

Awareness of the needs/gaps of the business community. It is critical that we know what it is that you as a business leader needs. How is your business doing? What challenges do you face? Is outside assistance needed and in what capacity? What is missing from your business plan that would make you more successful? These questions are currently being asked of our members, not through the typical online survey that yields us a 10-20% return, but to every single member, individually, face-to-face by our staff team.

By asking the important questions, we aim to foster even stronger relationships with our members.

Transparency and Open Communication. We struggle with the challenge that many of our members and community leaders do not understand the role of the chamber and the importance that we play within our communities. Therefore, we are working hard to better communicate our value proposition. However, in order for us to engage effective communication, it must be a two-way dialogue. For this reason, I continue to encourage each of you to get involved with your chamber.

Find a program that is of interest to you and get engaged.

At the very least, be candid with us; in order for us to improve, we must hear from our members.

SHANNON MEYER FULL PRESIDENT/CEO

... let’s focus on relationships and the importance of forming and fostering them in order to grow and strengthen this community.

It’s Me 247 Plus Mobile and Text Banking

An Underlying Passion to Truly Collaborate.

The chamber is a strong organization, and that strength comes from you, our members. Many people use the word “collaboration” because it sounds good, but I can honestly tell you that our organization would not exist if we didn’t collaborate. It is the expertise, talent, passion and commitment of those involved in the organization that allows us to grow. I encourage you to challenge myself and my staff on finding new ways to collaborate, keeping in mind our mission: to grow and strengthen the business community within this region.

Lakeview Makes it Easy and Secure for Me!

These three keys to “customer relations” success are critical for not only our organization, but for the community. I continue to welcome your feedback, insight and engagement as we strive to improve the quality of life here in the Fox Cities.

Money Made Easy www.lakeviewcu.org 920-729-5100

Tim Marta,

Business Owner member since 2006

Fox Cities Chamber Business OCTOBER 2012

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featured story

A Friendly Voice: Network Health’s Approach to Customer Service When you call most companies, you often hear an automated voice describing a long and confusing menu. You have to hit some button or another, and then you’re placed on hold.

Eventually, you speak with someone from a huge call center that doesn’t know your name, let alone your history. You begin to describe the reason for your call, only to be interrupted half a dozen times so the representative can ask questions about what you’ve already explained to the last person you talked to.

At Network Health, we do things differently.

We don’t have a giant call center on the other side of the country. Our staff is here in the Fox Cities and ready to answer calls from our customers. We take things a step further for our Medicare members. They’re paired with their own personal customer service representative, called a health care concierge.

Sheila Jenkins chief executive officer president network health

What does it mean to have a health care concierge?

It means having one direct point of contact. Our concierges are caring professionals that can explain and guide our members through all insurance and health-related matters.

Our concierges are dedicated to providing the best experience possible, and they make a habit of going the extra mile.

What do our dedicated concierges enjoy most about their job?

Helping people. Being a health care concierge is a career, not just a job, and people are drawn to the field because they genuinely care and want to help others.

Health Care Concierge Marcia Kanne explains, “I take care of all of my own mother’s needs, so I try to treat each member like they were my own mother and put them at ease.”

Marcia understands the importance of addressing members’ needs and partners with them to find the best resolutions. She makes it a practice to reassure her members.

Network Health concierges are not just customer service representatives, they are truly member advocates and caretakers.

Craig Kandler, a health care concierge for more than 11 years, describes his favorite part of his position as “the personal connection to members.” Craig says Network Health is different because of the emphasis the company places on meeting the individualized needs of members.

“Being a locally run company allows members the opportunity to meet with their concierges one-on-one—something that’s truly unique in the health insurance industry,” said Craig.

We understand our approach to customer service is different, and we’re proud to share that.

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Fox Cities Chamber Business OCTOBER 2012

Craig Kandler, Health Care Concierge

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Fox Cities Chamber Business OCTOBER 2012

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featured story

Fess Up When You Mess Up 6 Tips to Soothe and Save Irate Customers

By: Erik Kielisch, Copywriter / SEO Researcher Optimal Web Consultants

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You will make mistakes. Everyone does. When you do, how you respond is vital. Your first instinct will be to defend yourself, maybe even shift the blame.

Don’t. If it’s your fault, be humble and honest. But don’t react. Instead, connect. These 6 tips will help you soothe and save even the most irate customers.

Contact them ASAP The longer you take to apologize, the more upset your client will become. They’ll feel that your tardiness means you don’t care, that they don’t matter to you – or worse, that you’re unethical and possibly fraudulent.

Those are extreme emotions, but we’re all prone to make rash, emotional judgments when we’re angry.

Don’t give your clients time to become rash.

Even if you haven’t solved the problem yet, say something like,

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“We’re so sorry to hear you’re having trouble! We’ll look into it immediately and get back to you as soon as we find the problem.”

It shows you care and want to fix it. If you still haven’t found the problem by the next day, tell them you’re still working on it. Continue with daily follow-up until it’s fixed.

Use real language, not stiff jargon Which apology sounds authentic?

“I’m extremely sorry for what happened. We’re working hard to fix the issue. Here’s what happened and how we’re taking care of it...”

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“We regret the disruption of your service. We pride ourselves on our customer service and will diligently resolve the issue.”

I bet it’s the first one. It sounds like a real person with real feelings who actually cares, not the robotic second one. Don’t use legal jargon to cover yourself; it will only reinforce your client’s feeling that you care more about your interests than theirs. You’re human. They’re human. So be real.

Explain how you’ll fix it Admitting to a mistake is very important, but you also have to give a solution.

Detail what happened. Was it a mechanical failure? Was your Internet down? Did you forget something?

Go into detail. If the details get technical, explain what they mean.

Then explain how you fixed it (or will fix it), but only promise what you can realistically deliver.

Overpromising will only make them angrier.

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Fox Cities Chamber Business OCTOBER 2012

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Focus on the issue When you respond, focus on the issue. Omit anything that distracts from the resolution. Especially don’t use marketing-speak in your apology, like: “We’re very sorry this happened, and we’re working hard to fix it. Our service has a stellar track record with many happy customers, and we make customer service a top priority.”

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See what happened there? We transitioned from a heartfelt and proactive apology to a marketing pitch. How would you feel reading that second sentence? Would you feel comforted? Or would you wonder how it helps that you’re not experiencing that “stellar record”?

Appease them with a gift Don’t wait for your client to demand a refund or discount. Show you care and proactively give them something. It could be a free month of service, discounts toward future work, a gift card, or anything you would expect if the same happened to you.

Call them Finish your response by telling them you’ll call the next day. Talking to an angry customer isn’t fun, but being willing to take the lumps over the phone further demonstrates your genuine concern and professionalism.

Above all, treat them as you’d like to be treated. Following these tips will help you soothe and save angry customers when you inevitably mess up.

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• 888-901-PAIN (7246)

Fox Cities Chamber Business OCTOBER 2012

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featured story

Frontliners:

Today’s administrative professionals are more than behind-the-scenes support staff; they are frontline in bringing skill to business.

With the business emphasis today on operating lean, one career that’s front and center in the mix of efficiency is the administrative professional (AP). Once “secretarial” in nature almost exclusively as a support-based role, APs are now making their mark as key pillars of everyday business.

Today’s AP is required to work more independently, think more critically, directly support the needs of more clients, and in some cases, serve as decision-makers on behalf of company leaders.

Ally Schaaf, a 2010 graduate of Fox Valley Technical College’s Administrative Professional program, executes a couple of important daily roles in this career. Schaaf is both a human resources assistant and a safety administrator for Elexco, Inc., a construction company based in Seymour. Her skills are essential to several of the company’s operations and initiatives, which include preparing payroll, presenting orientation sessions, implementing new processes, and working on cultural development and safety projects, to name a few.

“This profession is full of endless opportunities,” says Schaaf. “If you consider all the projects and processes that make businesses successful, our line of work is often the centerpiece of organizing and managing many high-level activities.”

Careers Galore for APs! • Administrative Assistant • Administrative Professional • Assistant to the President • Department Assistant • Executive Assistant • Human Resources Assistant • Office Administrator or Manager • Office Coordinator • Office Supervisor • Safety Administrator • More!

FVTC administrative professional graduate Ally Schaaf is both an HR assistant and safety administrator.

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Fox Cities Chamber Business OCTOBER 2012

She’s right about endless opportunities. According to FVTC’s most recent Graduate Employment Research Report, 50% of the college’s AP graduates were promoted within five years of initially working in the industry. The same report cites 100% job placement for all 29 FVTC AP graduates from the class of 2011.

“Our graduates hit the ground running with interpersonal communication and customer service skills, in addition to understanding the latest technology,” notes Scott Borley, associate dean of FVTC’s Business, Health, and Service division. Borley adds that internships are an invaluable part of the AP learning experience and beneficial to regional employers in need of these professionals.

Another AP graduate from FVTC who benefited from an internship is Jenny Frank, an administrative professional at the paper company Appleton. “The experiences from my internship helped me receive a job offer before I even finished the program,” states Frank. “In a competitive job market, it pays to gain as much experience as possible to enhance your marketability.”

Fox Cities Chamber Business OCTOBER 2012

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featured story

Chic to Chic Customer Philosophy

By: Jill Nelson and Tammy Eiting, owners of Chic to Chic, LLC a Women’s Consignment Boutique — In business for 6 years with 2 locations in Appleton and a 3rd in Downtown Oshkosh.

Customer Service in the retail industry is one, if not the most important, aspect of the life of your business. Our business is unique in that we are consignment; so we not only have customers but consignors on a daily basis that we want to make sure have a great experience.

Jill Nelson and Tammy Eiting, owners of Chic to Chic, LLC

Know your target market. Who are your customers? What are they looking for from your location? We know our target market is 20-50 year old women who are looking for not only mall brand/name brand clothing, but an enjoyable shopping experience. Our customer service is geared towards these women. We offer the customers/consignors tea and chocolate, offer to put the items they’d like to try on in the changing room for them, put items on 24 hour hold and take credit card payments over the phone so they don’t have to make a second trip. We have computer match wishlists, so if a customer is looking for a certain brand name or size, we give them a courtesy call when that item is inventoried.

Your business environment is important. Is the space clean? Organized? Are the furnishings “up to date”? In our case, we want women to walk in our boutique and think it’s all brand new inventory in an upscale setting.

Give the customer attention. Focus on their needs. We help pick outfits, match to something already owned, or just that extra “voice” giving an honest opinion. Greet the customer at the door with a smile. Educate the customer on where items are located in the space and even offer to dismantle displays for their convenience.

Communication. We are a small business with 7 part-time employees. Leaving notes/ sending email/texting are some of the ways we communicate with each other so our business runs smoothly. Our computer program also allows us to leave notes about consignors so that everyone knows what’s going on and we are on “the same page.”

The customer /consignor standing in front of you is more important than the one on the phone. Take the call and ask if they can hold or get their phone number and return the call as soon as you can. If you don’t know the answer to something, tell them you’ll get back to them — and then GET BACK TO THEM!! We try to treat our 3,000 consignors as individuals and go the “extra mile” to make sure they are satisfied.

Rely on referrals. Know that a positive word of mouth is an important part of marketing.

The old saying is true “If a woman has a good experience, she tells one person, if she has an unpleasant experience, she tells five of her friends.”

Update your website frequently. We send a monthly e-newsletter to over 3,000 women. This keeps our customers informed about happenings in our store and our participation in local events. Text marketing is part of our rewards program where we offer our customers a discount for making purchases in our business.

The goal of our business is not only to provide a boutique where our customers find name brand, affordable fashion, but as a place where they feel welcome. Exemplary customer service is key for return customers. Keeping our current customers and consignors happy is our priority instead of constantly going after the “new” market.

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Fox Cities Chamber Business OCTOBER 2012

w

new members We welcome new members to the Chamber ClubZ! In-Home Tutoring Services Ms. Sandra Markech 4175 Twilight Court Oshkosh, WI 54904-6923 (920) 235-3270 EDUCATION CONSULTANT www.clubztutoring.com International Business Development, Inc. Ms. Dani Long 418 Water Street Chilton, WI 53014-1233 (920) 358-0158 INTERNATIONAL TRADE CONSULTANT www.growglobally.us.com Optimal Web Consultants, Inc. Mr. Brandon Wentland 103 W. College Ave. STE 1001 Appleton, WI 54911-5792 (920) 543-6784 Sponsor: Teresa Bath INTERNET MARKETING optimalweb.biz

Epiphany Law is pleased to welcome attorney

Residence Inn by Marriott Ms. Laura Weis 310 Metro Drive Appleton, WI 54913-8571 (920) 954-0570 Sponsor: Ron Zahn EXTENDED STAY HOTEL/ MOTEL www.marriott.com

Christopher Snyder to our practice.

SnapGiant Ms. Melissa Rucker 2301 Kelbe Drive Little Chute, WI 54140-1201 (920) 707-4471 MARKETING www.snapgiant.com

Now offering

Immigration Law

Formerly with a firm in Madison, Wisconsin, Chris Snyder specializes in business transactional matters, employment law, intellectual property, and immigration law. He will also assist with succession and estate planning. Chris’ expertise and dedication to client service strengthens our steadily growing practice.

The Office Technology Group Mr. Randy Wold 731 Glendale Ave. Appleton, WI 54914-2353 (920) 750-7730 OFFICE EQUIPMENT & SUPPLIES www.theotg.com

920-996-0000 4211 N. Lightning Drive Appleton, WI

www.EpiphanyLaw.com

Let the images speak for themselves

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Fox Cities Chamber Business OCTOBER 2012

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economic development

WHAT’S IN A NAME?...

Prior to interviewing for my current job earlier this year, I had visited 46 of our country’s states; but I had never been to Wisconsin. Nothing against the state…I just never had any reason to travel here. I knew that eventually I would get to Wisconsin, if for no other reason than to fulfill my bucket list item of attending a home game of each Major League Baseball team (19 down, 11 to go).

As a result, you could say that my knowledge of Wisconsin was minimal at best—at about the same level of the typical site selection consultant who assesses regions for clients looking to locate employment projects. Wisconsin, I have since learned in my visits with several site selectors, doesn’t have a bad image. It is, for the most part, without an image (cheese, beer and brats aside). This, despite the fact that it ranks as one of the top manufacturing areas in the country; graduates 90 percent of its high school students; and boasts an excellent transportation system and quality of place.

horizontal logo

Contributed by: Larry Burkhardt, CEDO

stacked logo

During my first days in the Fox Cities, my GPS was absolutely indispensable. After a few months, I find that I’m using it less at this point, but I suspect that I will continue to depend heavily on it for some time to come. But even the marvelous technology of GPS cannot lead a person to the Fox Cities. Try plugging that one in as a destination…

Although Wikipedia has a Fox Cities entry, its definition includes Oshkosh—a community not served by our Fox Cities Economic Development Corporation. Our defined service area includes the entirety of Outagamie and Calumet Counties, and the portion of Winnebago County north of County Highway GG. The fact is, although “Fox Cities” shows up as a descriptor for all sorts of goods and services in the local phone book, you won’t find it on any roadmap. Marketing such an area, comprised of more than sixty units of local government, to a national and international audience becomes difficult at best.

And for that reason, it is highly unlikely that it will surface as a potential destination in a site selector’s analysis of Midwest regions for an industry expansion facility or corporate relocation. They just don’t know where the Fox Cities are.

Given this reality, we face an important challenge as we work to establish an aggressive economic development effort. We must craft a marketing message that concisely and effectively communicates the business proposition to be extended to both existing companies seeking to expand in our area, as well as to prospective employers assessing the feasibility of locating their project in the Fox Cities. At the same time, we face the challenge of creating a name and a brand for the area, agreeable to our sixty-plus units of local government, that expresses both the tangible assets as well as some of the more intangible qualities of our region…and appears on a map.

A community brand should truthfully communicate essential characteristics that somehow differentiate the community from its competitors. In some cases, that brand is so recognizable that it really doesn’t matter whether it connotes anything with regard to competitive positioning. Examples would include: “The Sunshine State,” “The Big Continued on page 16

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Fox Cities Chamber Business OCTOBER 2012

business of the month Jensen Chiropractic

BUSINESS OF THE MONTH | OCTOBER 2012 Jensen Chiropractic is a local first generation progressive chiropractic and rehabilitation facility. Dr. Ross A. Jensen, M.S., D.C., an Appleton East graduate, has returned to the Fox Valley to provide the latest in progressive chiropractic therapy to area residents of all ages and activity levels. As well as providing chiropractic care, Dr. Jensen also gives back to the community by supporting area businesses and charities. He also provides workshops and community health and ergonomic lectures to area businesses and schools.

Address: 3525 E. Calumet Street, Suite 600 Appleton, WI

Dr. Jensen has had the privilege of working with the Lawrence University athletic department, teaching at Globe University, providing field-side support to the Kimberly Storm football organization, and he has volunteered with many area charity events.

Established: 2010

Elaine Thiele says “Jensen Chiropractic provides quality conservative chiropractic care to Fox Valley residents. Dr. Ross is not only very passionate about his profession, he is also very knowledgeable about the human body and how he can help each patient individually.

Dr. Ross is of high moral character and is a servant leader. Although he may not be the most recognized provider of chiropractic in the area, I am convinced he is absolutely a rising star.”

Telephone: (920) 733-7888

The Chamber proudly salutes Dr. Ross Jensen and his team for being the October Business of the Month.

If you know of a Chamber member that deserves recognition, please nominate them at: http://applications.foxcitieschamber.com/

You can narrow your focus because we broaden ours.

Watch schencksc.com/events for more information about our fall workshops: M&A Forum • Oct. 11 Payroll Forum • Nov. 9 Tax Update • Nov. 27 QuickBooks Update • Dec. 12

Wish you could do more of what you love about running your business? And less of what you loathe? Simply put Schenck on the job and you can. From accounting to technology consulting to retirement plan administration—and everything in between—Schenck’s experienced problem solvers take on your challenges, so you can get back to business.

To learn more about our full line of solutions and how we can help, visit us online at schencksc.com or call 920-731-8111.

Accounting & Auditing • Business Consulting • Cost Segregation Services • Estate & Trust Planning • Financial Management International Business Solutions • Medical Billing • Mergers & Acquisitions • Payroll Services • Property Tax Consulting Retirement Plan Administration • Risk Services • Succession Planning • Tax Planning & Compliance • Technology Solutions Valuations & Litigation Support Industry Specializations: Agriculture & Dairy • Financial Institutions • Government • Health Care Manufacturing & Distribution • Not-for-Profit Organizations • Real Estate & Construction • Retail • Small Business • Transportation

200 E. Washington Street • Appleton • 800-236-2246 • schencksc.com © Schenck sc 2012 8.12

Fox Cities Chamber Business OCTOBER 2012

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accolades, advancements and announcements

accolades Remley & Sensenbrenner celebrates 50 years in 2012.

Arthur (Art) P. Remley started practicing law in 1941 in his hometown of Appleton. In 1957, Art and his assistant Marti Long left O’Leary & Joyce to set up the Remley Law Offices at 114 N. Commercial Street Neenah. FUN FACT: The office next to Remley Law Offices was the national headquarters of the Kimberly-Clark Corporation – not a bad neighbor. On August 9, 1962, Arthur P. Remley, F. Joseph Sensenbrenner, and John D. Stein moved to the new office at 219 E. Wisconsin Ave. Neenah under the firm name Remley Sensenbrenner & Stein.

This is deemed to be the true start of the firm as we know it today. Remley & Sensenbrenner, S.C. current office is 7,000 sq. ft. and the firm employs 8 attorneys (James L. Cummings, Jeffrey W. Hanes, Wyon F. Wiegratz, James L. Rudd, Mark J. Tyczkowski, Timothy B. Anderson, Christine M. Wanless, and Renee A. Read) along with 16 people in the support staff.

We are honored to continue the reputation of the firm that was established by Attorneys Remley, Sensenbrenner, and Stein 50 years ago. As we start the next 50 years, we want to share our appreciation for your business. The practice of law is a service industry and we thank you for allowing our firm to serve your needs. Visit www.remleylaw.com for more information on the firm, attorneys, and practice areas.

Dental Associates, which has three clinics in the Fox Valley area and is Wisconsin’s largest family-owned dental group practice, has been awarded accreditation by the Accreditation Association for Ambulatory Health Care (AAAHC). Status as an accredited organization means Dental Associates meets nationally recognized standards for the delivery of quality health care set by AAAHC. The accreditation was conducted during an independent and extensive evaluation process.

Verus Investment Advisory Group, Inc. has been ranked in the top RIA (Registered Independent Advisory) firms in the nation. Financial Advisor Magazine conducts an annual ranking of independent advisory firms that offer financial planning and related services along with investment management. Approximately 1,800 firms are surveyed. Eligible advisory firms must have at least $25 million in assets under management. The survey identifies the largest independent advisory firms in the country and spotlights the characteristics and practices that have made them successful.

Thomas J. Suttner, President, and James R. Allan, Vice President, Chief Investment Officer are the principals of Verus.

OMNNI Associates placed 2nd in the state of Wisconsin and 6th in the nation in the category of “Medium Businesses (< 125 employees),” in the Get Up & Ride Bike Challenge.

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Fox Cities Chamber Business OCTOBER 2012

The Get Up & Ride Challenge (www.nationalbikechallenge.org) is a partnership between the League of American Bicyclists, Bikes Belong, Kimberly-Clark Corporation, and Endomondo — a mobile-based fitness tracking community. The challenge encourages people to ride their bikes for recreation and transportation. The contest ran from May 1 thru August 31, 2012. During that timeframe, OMNNI Associates’ staff collectively biked over 10,749 miles. Tom Walsh, OMNNI’s team organizer, is extremely happy with the success at OMNNI. “Staff embraced the challenge with a lot of enthusiasm and competitive spirit,” said Walsh. “Even during this summer’s hot and humid weather, they would get their rides in.” An avid cyclist, Walsh logged 2,713 miles for OMNNI during the challenge.

Faith Technologies, a full-service electrical and specialty systems contractor, was recently announced a Silver winner of the eighth annual Health at Work Awards sponsored by ComPsych, the world’s largest provider of employee assistance programs (EAP). Winners were selected based on their wellness program’s comprehensiveness, delivery, promotion, participation rates and results achieved. “We applaud Faith Technologies for promoting health and wellness and improving the lives of employees,” said Dr. Richard A. Chaifetz, chairman and CEO of ComPsych.

advancements Steve Koritzinsky has joined Grant Thornton’s Wisconsin practice as the Director of their State and Local Tax Practice. With over 25 years of experience in the state and local tax area, primarily in the manufacturing, distribution, retail and technology sectors. Steve has experience with strategic planning, restructuring, reverse sales/use tax audits, audit defence assistance, controversy settlement, managed compliance agreement negotiation, and negotiation of voluntary disclosure agreements.

Steve Barry joined First National Bank – Fox Valley as Assistant Vice President Commercial Banking, the bank announced. Barry will be responsible for expanding the FNB – Fox Valley’s commercial presence in Appleton and the surrounding area. Barry brings eight years of community bank experience to FNB-Fox Valley. Prior to accepting this position, Barry worked with a community bank in the Milwaukee area.

He has extensive experience working with the Small Business Administration (SBA) loan program.

School Specialty, a leading K-12 education company with the broadest array of products in the market, today announced the appointment of Patrick “Pat” T. Collins in the newly created position of Senior Vice President, Sales, effective September 4. In this new role, Collins will have the responsibility for leading School Specialty’s sales organization and targeted strategic initiatives.

Collins was most recently Senior Vice President, Sales of United Stationers, one of the largest broadline distributors of business supplies in the U.S. He joined United Stationers in 2004, and was responsible for sales, field marketing, customer service and business development, as well as the leadership of two divisions, which together, accounted for approximately $600 million in revenues.

Epiphany Law, LLC, a business law boutique in Northeast Wisconsin, announces the addition of a business attorney to its Fox Valley office. Chris Snyder specializes in business transactional matters, employment law, intellectual property, and immigration law. He will also assist with succession and estate planning. This Green Bay native currently works for a firm in Madison, but he is excited to return to the Fox Valley area. Chris’ expertise and dedication to client service strengthens our steadily growing practice.

announcements Network Health, the Menasha-based health insurance company, recognizes employees, Patty Rothe and Sara Meyer for reaching career milestones. Rothe joined Affinity Health System, which Network Health is a part of, 25 years ago. She began her career at Mercy Medical Center working in the lab as a medical technologist. Meyer is celebrating her fifth anniversary with Network Health. She serves as a pharmacist in the pharmacy benefits department. “We are very fortunate to have Patty and Sara as a part of our team at Network Health,” said Sheila Jenkins, president of Network Health. “They go above and beyond each day and it’s because of dedicated employees like Patty and Sara that we are the one of the area’s highest rated health plans.”

John D. Zuleger of Zuleger Advisors, Inc. has earned the Registered Employee Benefits Consultant (REBC) professional designation from The American College, Bryn Mawr, PA. Candidates for REBC designation must complete five courses and ten hours of supervised examinations. They must also fulfill stringent experience and ethics requirements.

Over 1,900 individuals have been awarded the REBC designation ­­— including those granted by The College since assuming ownership of the program in 1995. The REBC program was established in 1990 to raise professional standards and improve the methods of selling and servicing employee benefit plans. The subject matter covered by the program includes group benefits, retirement plans, managed care and other health insurance topics, compensation, and personal management.

UnitedHealthcare, the nation’s leading health benefits company and part of UnitedHealth Group (NYSE: UNH), today announced it is creating 169 new jobs at the company’s Green Bay facility, expanding its already significant presence in Wisconsin. The new jobs include 135 customer care professionals who assist and educate individual consumers in plan selection and enrollment, ways to manage their health and well-being, and maximize health plan benefits and personal health care dollars. Other positions include customer service representatives for members with Medicare benefits. The hiring marks a 32 percent expansion of the Green Bay customer services operation, which handled 3.2 million inquiries from members across the United States last year.

Stephen J. Hemsley, CEO of UnitedHealth Group, made the announcement at the company’s facility at 3100 AMS Blvd. in Green Bay, joined by Wisconsin Gov. Scott Walker and U.S. Rep. Reid Ribble.

Featuring All Heidelberg Equipment High quality short to mid run printing Magazines & Catalogs Sell Sheets & Brochures Specialty die cut items Pocket Folders Marketing & Mailing Services Postcards & much more 1718 E. Wisconsin Ave. Appleton, WI 54911 Phone: 920.735.6777 • Toll Free: 888.563.0400 • newprinting.com

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We Can’t Do It Without You! The Fox Cities Chamber strives to create programs of value available to all our members at the lowest fees possible. To that end, we acknowledge and thank the many sponsors that enable us to keep providing the services, programs and training our members expect from us.

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The 2012 Octoberfest was a huge success hosting more than 100,000 guests. The streets were full of family and friends enjoying each other’s company, listening to the many live bands that were performing, enjoying some tasty regional foods, and shopping together in the blocks of fine handmade gifts. None of these wonderful memories could have been made possible without the support of our family of sponsors. A big thanks goes out to Fox Cities Chamber of Commerce, Budweiser, Cellcom, Coalesce Marketing and Design, Copps & Pick n’ Save, Faith Technologies, Papa John’s Pizza, Packerland Home Improvement and West Business Services. Other sponsors include: Appleton Downtown, Calmes Customs, Cars.com, Express Convenience Centers, Insta Print Plus, N.E.W. Printing, The Post Crescent, Van’s Waste, WYDR: The Drive 94.3 and 99.7 FM, 101.1 WIXX, 105.7 WAPL, 100.3 WNCY, 95.9 KISS WKSZ FM, 103.9 WVBO and WNAM 1280 AM. Again, thank you to all of Octoberfest’s sponsors; without you Octoberfest could not be possible.

2012 Golf Outing The Chamber’s sold-out double shot-gun Golf Outing has been an annual event for over twenty (20) years. This year’s winners were AM: 1st Place Mens: Jim Clemons, John Mortensen and Larry Hall. 1st Place Mixed: John Lindberg, Matt Ritter, Lance VandenHeuvel and Lynn Jones. PM: 1st Place Womens: Lisa Piikkila, Kim Laabs, Alison Schmidt and Julie Abboud. 1st Place Mens: Jim Rossmeissl, Jeff Johnson, and John Lawson. 1st Place Mixed: Ray Hosmer, Mary Hosmer, Bob Hayes and Jim Hayes.

We thank all our sponsors for making this event successful. Major sponsors included James J. Calmes and Sons, Inc.; Sola Salon Studios; Fox Banquets Rivertyme Catering, Fox Communities Credit Union; Fox Valley Spring Company, Papa Johns, Wisconsin Distributors and McMAHON.

economic development WHAT’S IN A NAME?...

Apple” and “The Windy City.” Most communities are not so fortunate; and must spend significant time, money and effort in creating a brand. In truth, we don’t so much create a brand, as much as we identify it.

Image and brand are closely related—like salt and pepper (or beer and brats). The good news is that here in the Fox Cities, we are not faced with trying to change a poor image. We will instead be attempting to build an image where none exists. Nor would we presume to substitute a new name for “Fox Cities” within the region. Our challenge will be to identify a brand that generates an appropriate image where one does not currently exist, and to direct it, along with a name that can be found on the map, to an audience outside the region. As we prepare to embark on a structured effort to market our region as a business location, I’d love to hear your thoughts about a name and a brand. Give me a call at 7347101, and let’s talk.

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Fox Cities Chamber Business OCTOBER 2012

department updates

Department Spotlight: Experience the “new” Pulse Since the beginning of the year, Pulse has been focused on one primary objective: transition. We’re completely overhauling the program, offering a new vision, a new leadership structure, and new opportunities for young professionals in the Fox Cities.

In early 2012, Pulse engaged in a strategic visioning process to help define our priorities, challenges and future goals. Throughout this process we found focus, articulating a shared vision of building strong future leaders and retaining dynamic young talent in the Fox Cities.

To this end, we’re offering more to young professionals in the coming year: more opportunities to get involved, more opportunities to expand your network, and more opportunities to grow professionally.

More opportunities to get involved. Pulse is now governed by four volunteer committees invested in the success of young professionals in the Fox Cities. If you’re interested in marketing, sales, event planning or governance and want to get involved, please consider

Save the

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serving on the Marketing/Communications, Membership, Events/Programs, or Steering Committees.

More opportunities to expand your network. Pulse now offers 2-3 events a month for young talent to meet and mingle with other young professionals and the local business community. Opportunities range from after-hours networking events, to formal professional development programs, to community volunteer opportunities.

More opportunities to grow professionally. In addition to more programming, Pulse is focused on providing more substantial professional development opportunities to help grow and nurture young talent. We’re meeting with leading local organizations to help develop and define our programs to meet the needs of employers and young professionals. We’re your source for ongoing, effective and inexpensive professional development.

For more on these exciting opportunities from Pulse, please visit our website at www.PulseYoungProfessionals.com.

Signature Events

Business Connections

The Event ~ Celebrating Business Hollywood Nights Style (featured music will be movie themes) Thursday, 11/8/12 Details to be determined Sponsorships available

5:00-7:00 PM; $2 prior to the event; $4 at the door; $20/prospective member

Breakfast Networking Connections Fox Cities Chamber Office 125 N. Superior St., Appleton Last Thursday of the month 7:30-9:00 AM; $2 at the door

Please check the Chamber website foxcitieschamber.com for updated information about each of the event dates, times, locations and costs.

You can register directly online.

Tuesday, 10/2/12 Stone Toad Bar & Grill 1109 S. Oneida St., Menasha Wednesday, 11/14/12 Grand Meridian 2621 N. Oneida St., Appleton December Date & Location to be determined

October 25 November 29 December—no meeting

Fox Cities Chamber Business OCTOBER 2012

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Fox Cities Chamber Business OCTOBER 2012

2012 - Marketing Opportunities EVENTS Meet Your Legislators—January Business Connection with elected officials. Averaging 300+ attendees Premier Sponsors: Contributing Sponsors:

Golf Outing—August Premier Sponsor: Golf Cart Sponsor: Golf Lunch Sponsor: Golf Reception Sponsor: All in One Sponsor: Tee or Hole Sponsors: Beverage Sponsors:

$750 $500

Future 15 Young Professional Awards Premier Sponsors: $1,000

$3,000 $2,000 $1,500 $1,500 $ 800 $ 350 $ 100

Quarterly Business Symposiums Presenting Sponsor: $1,000 per symposium $3,500 for all 4 Career Fair—March Presenting Sponsor: Premier Sponsor: Contributing Sponsors: Small Business Sponsors:

$3,000 $1,000 $ 500 $ 250

A N N UAL S I G N AT U RE E V E NT S Economic Outlook Breakfast— February Results of the economic outlook survey are presented. Averaging 600+ attendees Presenting Sponsor: Premier Sponsors: Contributing Sponsors:

$2,500 $1,000 $ 500

Business Awards—June Presenting Sponsors: Premier Sponsors:

$7,500 $1,000

Business Expo—June Together with the Business Awards Program.

Presenting Sponsors: $2,500 Premier Sponsors: $1,500 Contributing Sponsors: $ 750

P RO G R AM S Pulse, Young Professionals Network Opportunity to sponsor monthly events ($600), annual CEO Breakfast or Future 15 Awards ($1,500 each).

Pulse CEO Breakfast Presenting Sponsor: Leadership Fox Cities LFC Retreat LFC Graduation LFC Executive Program LFC Youth Program

$1,500

$2,500 $1,500 $1,500 $1,500 Opportunity to sponsor monthly events ($600), annual 8 month program or Executive Leadership Program ($1,500 each).

The Event—mid-October to early November Annual Meeting averaging 900 attendees Presenting Sponsor: Premier Sponsors: Contributing Sponsors: Corporate Packages:

$10,000 $ 5,000 $ 2,500 $ 750

A DV E RT IS I N G

Christa McAuliffe Academy Many opportunities for class, tour or break sponsorships. Contact the Chamber for more information.

F.O.C.U.S. / STEM F.O.C.U.S. (fostering our communities understanding of STEM – science, technology, engineering and math) a shared resource and economic system for all things related to STEM in the Fox Cities including mentoring of students in grades 5-9. Please contact the chamber for more information on how you can become involved in the development of our future workforce.

Fox Cities Chamber Business, the Chamber’s monthly print magazine, has 85,580 touches in the business community per issue, reaching business owners, senior level executives, managers, supervisors, sales & marketing and small business owners.

Contact Susan Vanden Heuvel for an editorial calendar and rate sheet.

Member411, the Chamber’s bi-weekly e-newsletter reaches 3,000 email addresses.

Chamber Mobile App $500 for 6 months

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The Event: Celebrating Business Hollywood Nights Style This is “THE EVENT” that everyone will be talking about.

Enjoy a combination of awards to local business leaders, entertainment, beverages and hors d’oeuvres. This premier business event is a very special celebration brought to you by the Fox Cities Chamber with sponsors: Baker Tilly, Community First Credit Union and Modern Woodsman.

Don’t forget the attire for “THE EVENT” is black tie admired but not required. So grab a date, step out on the town and celebrate the achievements of the Fox Cities in style on November 8th at the Fox Cities Performing Arts Center.

For more information please call 734-7101 or email info@foxcitieschamber.com.

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. g i B Dream ! y l l a c o L r e Partn When Jacobs Meat Market looked for a financial partner, they found it in Community First. Who better to understand your locally-owned business, than a locally-owned credit union!

“Working with ho local people w and erst know and und key.” my business is Luke Jacobs t & arke Jacobs Meat M wner CFCU Member/O

In fact, Luke says, “We’re a local business and I like dealing with a local financial partner. Whether on the phone or in person, I’m always greeted with personalized service with a smile!”

When you’re ready for a local financial partner for your big dreams, contact Community First for: • Local Lending Decisions • Business Checking that Pays Dividends • SBA Preferred & SBA Express Lender • 401(k), SEP & SIMPLE Planning • Merchant Credit Card Services • Investment and Insurance Services • Free 24-Hour Online Account Access

Visit any of our 19 Convenient Locations APPLETON NEW LONDON NEENAH OSHKOSH NICHOLS DE PERE DARBOY MANITOWOC HOWARD GREENVILLE WAUPACA FOX VALLEY TECHNICAL COLLEGE: Appleton Campus

www.communityfirstcu.com (920) 830-7200 or Toll-Free 1-866-273-2328

FOX CITIES

CHAMBER

POSTMASTER: Send address changes to: Fox Cities Chamber Business c/o Fox Cities Chamber of Commerce & Industry, Inc. PO Box 1855 Appleton, WI 54912-1855

Thank You Our Sponsors Presenting sponsor

Premier & VIP sponsor

Premier sponsor

Athena sponsor

Contributing sponsors

Corporate packages

Additional sponsorships are available by contacting the Chamber at (920) 734-7101