Visalia Business Connection, Spring 2013 by Glenn Morris

Visalia Chamber of Commerce 220 N. Santa Fe, Visalia, CA 93292

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SPRING 2013 Vol. 1 Issue 4

Business Connection

About a year ago, the Chamber board agreed to an experiment … we would add a new, quarterly magazine to our menu of products and services. Our purposes were to highlight excellence and best practices, to tell the stories of local business successes, and to provide information that would help our members do their business better. With the publication of this fourth installment, we have successfully completed our first full year of publishing and we need to say thanks to several groups who helped make this work. We are grateful to our advertisers who agreed to participate in this experiment and who have stuck with us throughout. Thanks also to our guest writers who contribute much of the value of this magazine in the form of their expertise and experience. And, of course, we’re grateful to the business community for their support and acceptance of the magazine. We’ve received very helpful suggestions and encouraging feedback, all of which we will use in making improvements during year two! The feature article in this quarter’s issue explores the significant and meaningful changes that are underway in our community, relative to health care access and quality of care. As Visalia continues to develop into a truly regional center, health care service and delivery has become one of the leading industries in our community, providing jobs, payrolls, and investment that multiplies many times as it circulates within our economy. Getting health care to the point where it’s affordable, accessible and of the highest possible quality is an ongoing challenge. No one involved in this critical industry will try to argue that we’re there … but it does appear that we’re at least making progress. Back in this issue again is our new feature, Made in Visalia, which shares critical lessons that can help us all do our jobs better. We hope you enjoy this article and all of the columns provided by our guests. As we begin planning and preparations for the next full year of Business Connections, we’d love to hear your ideas about how to improve the magazine going forward. Got any good ideas for articles? Want to nominate a business for a spotlight? Have a question we can research? Interested in advertising and associating your business with a new winner? For all of these, contact us here at the office and we’ll do our very best to accommodate you!

Stephen Peck

Glenn Morris

Peck Planning & Development Board Chair, 2012-2013

President & CEO

Visalia Chamber of Commerce The Visalia Chamber of Commerce is the largest business organization in Tulare County. Its members include small businesses, corporations, associations, and individual professionals. Since 1899, the Chamber has worked diligently with local government, education, private industry and a host of other agencies and organizations to improve the business environment and promote Visalia as a premier community in which to live, work, and do business. The Chamber organizes and directs the efforts of all who share the desire to improve the conditions under which business is conducted. Through participation in the Chamber, members are able to accomplish collectively what they could not do individually. Businesses that join the Chamber receive a multitude of benefits and advantages ranging from networking, marketing and advertising opportunities, to legislative advocacy, educational forums to benefit business, and economic opportunities. The Mission of the Chamber The mission of the Visalia Chamber of Commerce is to: • Promote a strong local economy. • Provide opportunities for business leaders to network and build relationships. • Deliver programs which help businesses grow and improve • Represent business and advocate on its behalf with elected and appointed decision makers. • Enhance business opportunities through community leadership.

Business

i n t his iss u e

Connection Volume 1, Issue 4 • Spring 2013

2013 BOARD OF DIRECTORS Chairman of the Board Stephen Peck Peck Planning & Development Chair-elect/Vice Chair, Economic Development Kerry Hydash Family HealthCare Network Immediate Past Chair Rick Wehmueller Valley Business Bank Vice Chair, Advocacy Matt Seals Seals/Biehle General Contractors Vice Chair, Finance Michael Gunning, CPA Vice Chair, Membership Matt Graham Hyde Commercial Real Estate Vice Chair, Programs & Services Colby Wells The Gas Company Gary Artis CRS Farming Karen Bruce Visalia Ceramic Tile Stan Carrizosa College of the Sequoias Anil Chagan Infinite Hospitality Dena Cochran Kaweah Delta Health Care District Richard Feder Visalia Mall Judy Fussel Buckman-Mitchell Financial & Insurance Services William Martin Martin & Martin Properties E. William Maze American H20 Systems

Norris McElroy Kawneer Company

THE PRESCRIPTION FOR A HEALTHY ECONOMY

MADE IN VISALIA

Skip Nugent Best Buy Markets Samantha Rummage Mathias Holiday Inn Hotel & Conference Center Patrick Salazar State Farm Insurance Vincent Salinas Financial Advisor

Karen Tellalian DMI Agency

LEADERSHIP VISALIA

Ex-Officio Director Steve Salomon City of Visalia PUBLISHED by Visalia Chamber of Commerce 220 N. Santa Fe Visalia, CA 93292 (559) 734-5876 www.visaliachamber.org GRAPHIC DESIGN by Cary Schein The Schein Company (559) 553-5077 cary.schein@gmail.com ADVERTISING SALES by Mike Cox (559) 734-5876 mikecox@visaliachamber.org PRINTING by Jostens Commercial Printing Phone: (559) 651-3300 Fax: (559) 651-9098

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Please send to Visalia Chamber of Commerce: ATTN: Business Connection, 220 N. Santa Fe, Visalia, CA 93292.

Business Connection is an official publication of the Visalia Chamber of Commerce, published quarterly and distributed to business and community leaders throughout the Visalia trade market. Views expressed in columns are those of the columnist and not necessarily those of the Visalia Chamber of Commerce, its officers and directors, or its membership at large. Every effort has been made to ensure the information in this publication is correct and accurate as of the publication date. Business Connection does not warrant the accuracy or claims of its advertisers. The appearance of advertisements in this publication does not constitute support or endorsement for any product, person, cause, business, or organization unless specifically noted. Please send comments, questions, article suggestions, or requests for information to info@visaliachamber.org, or fax them to us at (559) 734-7479. The online version of this publication can be viewed at www.visaliachamber.org. ©Copyright 2013. All rights reserved. Reproduction by any means of the entire contents or any portion of this publication without written permission is prohibited.

F E AT U R E S

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NEWS

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SALES BUSINESS PRACTICES leadership AGONOMICS SOCIAL MEDIA MARKETING STRATEGIES BUSINESS FINANCE EMPLOYMENT LAW TECHNOLOGY hr practices THE law @ WORK WORKPLACE SAFETY

BUSINESS SPOTLIGHT

NEW MEMBERS

The

Prescription for a Healthy Economy

Visalia’s health care sector is key to economic growth, a robust workforce, and a healthy community.

Strong, and getting stronger. That’s the overall consensus on the state of the health care sector in Visalia, according to local industry leaders. Despite numerous challenges, Visalia has made tremendous strides over the last decade in enhancing the quality of local health care services. Thanks to the strong leadership of many public and private health care organizations, we have significantly expanded access to care locally while adding thousands of jobs along the way. That’s not only good news for the health of our community, but for our economy, as well. The Chamber recently spoke with several industry leaders who have their fingers on the pulse of the local health care environment. What follows is a comprehensive view of the state of local health care: what we’ve done right, what we can improve on, and what challenges loom on the horizon.

Business Connect ion | www.visaliachamber.org

Health care Jobs: Highly Educated, Highly Skilled, and highly Paid. Agriculture and manufacturing have long been considered the two economic bellwethers in Tulare County. As they went, so went the rest of the local economy. But over the past 10 to 15 years, the health care sector has grown to the point that it has become a critical piece of our longterm economic base. “It’s becoming increasingly important as far as the job market goes,” said Glenn Morris, president and CEO of the Visalia Chamber of Commerce. “It’s not as big as agriculture but it’s getting close. Over the next 10 to 20 years that will only continue to increase.” The numbers speak for themselves. According to the Visalia Economic Development Corporation, four of the top 16 employers in Visalia are in the health care industry. The city’s three largest health care providers – Family HealthCare Network, Kaweah Delta Health Care District, and Visalia Medical Clinic employ nearly 5,000 people between them. Much of this workforce is made up of highly educated, highly skilled, and highly paid employees, such as physicians, nurses, and allied health professionals. “One of the reasons Visalia is doing so well is because we have these three entities, plus all of the other physicians [in the area] and related businesses that employ skilled people,” said Rick Strid, CEO

of Visalia Medical Clinic. “They are higher up on the income scale and they spend their money here.”

Visalia’s core providers have taken a proactive approach in recruiting new physicians to the area.

But getting them here isn’t easy. Thirty-five percent of Tulare County’s residents are enrolled in Medi-Cal, more than any other county in the state. Since reimbursement rates are much lower for a Medi-Cal patient versus one insured privately, it’s been a challenge to compete with more affluent communities in California that are also seeking to fill these in-demand positions.

In 2008, Family HealthCare Network teamed up with Arizona-based A.T. Still University (ATSU) to create what is currently the only medical school existing in the Central Valley.

“We have some of the lowest reimbursement rates and some of the highest recruitment rates in the state,” said Brandon Bigelow, administrator at Redwood Springs Healthcare Center. “It’s challenging to have those numbers add up.” Family HealthCare Network views this as an opportunity to recruit a health work force that is mission driven and committed to serving the areas underserved populations which are core values of the organization. “Our goal is to recruit individuals that are driven to serve the community and be a part of the communities we serve”, stated Kerry Hydash, president and CEO of Family HealthCare Network. Recruit and Retain. There is a national shortage of primary care physicians, and Tulare County feels it more than most. A 2011 study revealed that Tulare County has one doctor for every 925 people, ranking us 44 out of 58 counties in the state.

Under the program, medical students spend their first year undergoing intensive classroom training at ATSU’s Mesa, Arizona campus. The next three years are spent in a clinical setting within various community health centers such as local clinics, industry partners and hospitals. “It’s an innovative model, a new way of delivering education to medical students,” said Dr. Isaac Navarro, a Family HealthCare Network medical director and regional director for Medical Education. Dr. Navarro was also one of the first students to complete their clinical rotation through the partnership. But will it keep medical students here locally to practice after they graduate? Some evidence shows it might, but the ATSU program goes a step further through something called the Hometown Program. Under this program, medical students from ATSU introduce area high school students to careers in the medical field. Those interested are mentored throughout their undergraduate degree and ultimately given an endorsement letter, which helps

3 largest health care providers employ over 5,000 people between them.

The

Source: Visalia Economic Development Corporation

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them get a leg up on the medical school admissions process. All local students accepted to ATSU are guaranteed to come back to Tulare County to complete their second through fourth years of training. “They know the area, they are from here, they know the patients, so there’s a good chance of them coming back,” said Navarro. “There’s a lot of evidence to show that a medical student from a medically underserved area is a lot more likely to return and practice back in their community.” That’s also the thinking behind Kaweah Delta’s Graduate Medical Education (GME) program, which kicks off this summer. The program will bring medical residents to Tulare County for the final phase of their training. Programs in Emergency Medicine and Family Medicine – two crucial shortage areas – will launch in July of 2013. Future plans call for Psychiatry, General Surgery, and Transitional Year residency programs as well. “Studies show that 60 to 70 percent of residents stay in the area where they do their residencies,” said Strid. “The Family Practice residency will be very helpful to places like Visalia.”

Hopefully, many will stay. In the past year, Visalia Medical Clinic has hired one midlevel practitioner, a general surgeon, and a pulmonologist. They are also currently recruiting an endocrinologist and a family practice physician. Kaweah Delta recruited an orthopedic surgeon to the area and credentialed 40 new physicians to practice at Kaweah Delta Medical Center in the past year. Family HealthCare Network has also added nearly 60 new practitioners within the last 12 months. While this is positive news, we’re still a long way from where we need to be. Visalia is already critically short in primary care physicians, and most of the ones we do have are nearing retirement age. That means there’s ample opportunity for a new physician in town to set up their own practice. Surprisingly, studies show that most new grads aren’t interested in that. They just want a steady job at an existing practice. That’s why it’s advantageous to have such well-established providers like Visalia Medical Clinic, Kaweah Delta’s rural health clinics and Family HealthCare Network’s community health centers available. “They don’t want to take on the financial risk and they don’t want the 24/7 nature of running a practice. They just don’t want that lifestyle,” said Morris. “That seems to be a good thing for our existing providers.”

Expanding Access, Limiting Costs. Providing basic health care services to the indigent population in Tulare County has long been a problem. With little access to primary care physicians, a majority of the underserved population goes without care until they absolutely need it. That usually means a trip to the emergency room. It costs about three times as much to see a patient in an ER setting as it does in a doctor’s office. By law, hospital emergency departments must care for a patient regardless of their ability to pay. “You want to avoid having community members accessing care at their sickest point and using emergency rooms for primary care. We need to focus on developing models that focus on preventive care, coordinated care and promote support and self-management programs for individuals and families.” said Kerry Hydash, President and CEO of Family HealthCare Network. There’s a consensus among local health care leaders that the best way to tackle this issue is by focusing more on preventative care. Regular health check-ups, lifestyle education, and disease awareness will go a long way toward reducing health care costs and more importantly—creating a healthier Tulare County. A strong coalition of public and private partners—including the county health service, area hospitals, rural clinics, federally qualified health centers, and the private practice community—are working together to solve the problem.

Tulare County has of Tulare County residents are enrolled in Medi-Cal, a higher percentage than any other county in the state.

1 doctor for every

925

people.

cost of ER visit vs. doctor’s office

out of

counties

Business Connect ion | www.visaliachamber.org

For example, transportation is an issue for the indigent populations who are clustered in outlying rural areas of the county. Strategically placing federally funded health care clinics near bus stations and transit centers is one answer. Family HealthCare Network has 12 such health center sites throughout the county and transportation has always been a service offered by the organization. Likewise, another solution is the continued development of rural health clinics such as those managed by Kaweah Delta in Exeter, Lindsay, and Woodlake, with clinics in Visalia and Dinuba breaking ground this spring. In order to make these services more accessible, Kaweah Delta also offers free transportation to and from these clinics. Family HealthCare Network’s Patient Centered Medical Home approach is yet another strategy being used to bring care to as many people as possible at the lowest possible cost. This program for improving primary care focuses on organizing care around patients, working in teams and coordinating and tracking care over time. PCMH also facilitates partnerships between individual patients, and their personal physicians, and when appropriate the patient’s family to assure that patients get the indicated care when and where they need and want it in a culturally and linguistically appropriate manner. Patients benefit from this model because they have increased access to the services of the clinician and interdisciplinary team including dental, behavioral health, nutritionists, and health educators; the care provided by other clinicians and facilities is tracked and coordinated; and evidence based treatment protocols guide their care. This care model also focuses on education and self-management by the patient. Family HealthCare Network became the first community health center in California to receive recognition by the National Committee for Quality Assurance (NCQA) as Level-3 Patient Centered Medical Home (PCMH) and received a Gold Seal of Approval® from the Joint Commission. “We do not refer to our sites as clinics but as health centers. Our centers are focused on the whole health of a patient and their families,” added Kerry Hydash. 8

The Bridge – an Emergency Department Frequent Users Program is another unique model being utilized in Visalia. This collaborative effort between Kaweah Delta and various community agencies is designed to help frequent users of the emergency department. The program assists patients who are uninsured or underinsured by linking them with primary health care providers, continuous health insurance, mental health or substance abuse counseling and treatment, and various other social and medical services. Targeting adults who visit the emergency department 5 or more times in 12 months or 8 or more times in 24 months, the program aims to improve the quality, outcomes and delivery of care, while working to minimize the financial impact on hospitals resulting from inappropriate use of emergency departments. The Tulare County Health and Human Services Agency (TC HHSA) administers a number of managed programs sponsored by private and public insurance entities. “We regularly participate in health fairs and Children’s Health and Disability Prevention (CHDP) programs to work with pediatricians to promote physical examinations,” said Tammie Weyker, administrative specialist, media relations at TC HHSA. “We also provide travelling clinics to the different communities for the low-income and uninsured to receive immunizations.” Of course, there is a cost to all of these services. But they pale in comparison to the costs incurred by taxpayers and hospitals when the emergency room is used to treat a condition that could have easily been prevented. Health care and Business: A Beneficial Relationship. So what does all of this mean to you, the business owner? First, a thriving health care sector is a key cog in our economic wheel. The more talented health care professionals we can recruit to this area, the more money we can inject into the local economy. More talent here also means better care for you, your family, and your employees. Over the past decade, the availability of health care services in Visalia has expanded to a level on par with Fresno or Bakersfield.

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Despite some subspecialty care that can only be found in metropolitan areas, most health care needs can be met right here in town. For example, in just the past few years, the Kaweah Delta Medical Center has grown substantially and developed areas of excellence that are simply unmatched in Tulare and Kings Counties. “We’ve really made a name for ourselves as the region’s leader in cardiac care,” said Dr. Mark Garfield, Kaweah Delta’s chief medical officer. “We’re the ninth busiest hospital in the state in regards to performing open-heart surgeries. We’ve also significantly advanced pediatric and obstetric care through our NICU and Family Birth Center. The addition of robotic surgery is also a major achievement for a community of this size.” Visalia is already a desirable location for businesses because of our centralized location, available land, and access to Highway 99. A thriving health care sector only enhances our appeal further. “We have a great relationship with industry,” said Visalia Medical Clinic’s Rick Strid. “I know of businesses that won’t purchase health insurance unless Visalia Medical Clinic and Kaweah Delta are a part of their network because they want to keep their employees right here in town.” Though challenges remain, it’s reassuring to know we have strong leadership in place throughout the local health care industry. They are taking a proactive and collaborative approach in tackling the issues without waiting for outside help. It’s a strong reflection of the “can-do” attitude that’s made the Visalia business communit y the env y of the Valley, said Morris. “With programs like A.T. Still Medical School and the new GME program, we’re saying we can do things to help ourselves,” he said. “It doesn’t matter what Sacramento or Washington does. I like what it says about our community that we’re not just taking what’s given to us. We’re trying to find a way to go out and raise the bar as a community independently. “I don’t think a lot of communities would do that.”

Kawneer Visalia: Opening doors and opportunities Visalians use Kawneer’s products nearly every day without knowing it. Almost all entryway swing doors on Kohl’s department stores in the United States are made in the Visalia Kawneer manufacturing facility. The windows and doors of the new Visalia Police Department substations were manufactured in Visalia. Disney’s high-rise condominium development in Hawaii features Kawneer sliding doors. The Mirage and MGM towers in Las Vegas feature “curtain walls” and sliding doors that were also manufactured in Visalia. In fact, as shoppers enter stores across the western U.S., there’s nearly a 30 percent chance the door was manufactured in Visalia. Visalia plant manager Norris McElroy is clearly proud of the work produced by the approximately 140 employees at his facility. “We have employees who have been with us an average of 15 to 20 years,” McElroy said. “Our turnover is very low. We have seasonal, part-time employees who return year after year – trained and ready to go.” McElroy gives high praise to Kawneer Company, Inc., also, offering his 37-year tenure as proof. “People ask me why I have been with the company for so long,” McElroy said. “Kawneer is 107 years old. That is very rare for a manufacturing company. That longevity speaks to the culture of the company, the opportunity for advancement and personal and professional growth. We also offer competitive wages and great benefits.”

Kawneer is an Alcoa Company. Alcoa is based in Pittsburgh, PA, and is celebrating its 125th year in business. Alcoa values its people, customers and shareholders and strives to be one of the most desired companies to work for in the world. The 225,000-square-foot Visalia plant was built in 1969 by a “forefathers” company looking for a central location. Today, the plant ships to 17 western states. The plant produces finished goods – products that customers can fabricate – and fully fabricated doors and windows. The customer is the glazing contractor, which is a subcontractor to the general building contractor. The customer provides the glass, the window, or doorframe, as well as the installation. McElroy explained that because the company is dependent upon the commercial construction industry, the economy took its toll over the past few years, but business is picking up. “There is still a lot of uncertainty, but we are reading reports that say projects once considered dead are coming back to life,” McElroy said. “Business is continuing to increase.” The Visalia plant receives materials by truck from Southern California and ships by truck. About two-thirds of the workforce is involved in manufacturing, from receiving to fabricating, die-cutting, assembling and painting. The Kawneer commitment to minimal environmental impact has helped the Visalia plant to develop a strong working relationship with the San Joaquin Valley Air Pollution Control District. “Some of our processes are heavy water users, and our environmental controls allow us to return the water to the city, ready for further use,” McElroy said. “We also have controls in place to ensure that we don’t impact the air quality. Kawneer as a company is a very good steward of the environment. We have annual inspections and annual reports to the Air District and we have no concerns.” Part of the Kawneer culture is engaging employees, empowering them in their job and keeping them informed, McElroy explained. Television monitors in the plant offer national news and information about the company. Management and employees strive to have an open dialogue through regular meetings, emphasis on safety and recognition of performance. “Any employee can stop production if something happens and they don’t feel safe,” McElroy said. “People have authority and they have a voice in this operation. We train and hire from within so there is room for personal growth. People find that this is a great place to work.” “Made in Visalia” is written by Nancy Lockwood, executive director of the Visalia Economic Development Corporation. www.visaliaedc.com Business Connect ion | www.visaliachamber.org

The funds raised by the Leadership Visalia Golf Tournament help support the Leadership Visalia program and activities.

Raffle Winner Patrick Salazar, State Farm

3rd Place Winners - Visalia Vandals Team

Mike Cox, Trinidad Garza, Eugene Harding, Ryan Purkiss

B us i n e s s C onnectio n | www.visaliachamber.org

Javier Leon & Tony Carillo

The Leadership Visalia program is designed to help students to develop knowledge, experience, and skills for effective and visionary leadership that will benefit each participant, their workplace, and the community of Visalia. Because of Leadership Visalia, I am more confident in the abilities I have as a leader to make improvements in both the community and my company.

My Leadership Visalia experience was one of the best in my professional life. I now work at being a part of our community not just working in our community.

– – Crystal Williams-Jordan Armstrong Property Management Class of 2012-2013

Leadership Visalia class tours Screw Conveyor Corporation at Local Government and Economic Development Day

– – Ed Jones

Sequoia Community Corps Class of 2012-2013

Leadership Visalia learning about Social Services in Visalia

Leadership Visalia class with Tulare County Assistant District Attorneys Anthony Fultz & Daniel Underwood

The class has provided me not only with the tools to improve my leadership skills, but with an understanding of how our community works, and how we can collaborate toward a better Visalia. – – Rafael Andrade Huer ta Family HealthCare Network, Class of 2012-2013

Class OF 2012

Business Connec tion | www.visaliachamber.org

CALL J.C. LANSDOWNE, INC. FOR ALL YOUR FUEL AND OIL REQUIREMENTS

(559) 651-1760 12

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SA L E S

No Failure, No Success; Know Failure, Know Success This is a continuation in a series of articles about the importance of effective decision-making in sales and the related topics; Fear of Failure, Managing Risk, and Eliminating Procrastination. In my last article I covered the correlation between your own decision making tendencies and what you experience in getting prospects to make a buying decision. Now, let’s look at how your selling experiences are affected by your willingness to attempt things that have a recognizable potential for failure. Why? Because, in the end, your ability to fail, learn, adjust and try again, will determine your ultimate level of achievement, not just in sales, but in life. To overcome our natural fear of failure it helps to see failure as a process and prepare ourselves for it. The great Michael Jordan was quoted as saying: “I’ve missed more than 9,000 shots in my career. I’ve lost almost 300 games. Twenty-six times I’ve been trusted to take the game winning shot and missed. I’ve failed over and over and over again in my life. And that is why I succeed.” Contrast this quote with Mick Jagger, who a few years ago was quoted as saying that he thought “the reason that the Rolling Stones hasn’t released any relevant music in the last 30 years is because we had too much success.” Success, especially when it comes early in an endeavor, often causes us to miss the benefits that come from early failures and actually slows, or in some cases stops, our growth trajectory.

momentary or more long lasting, “I can’t believe this just happened,” is a normal response. It’s common for disbelief to be followed by fear. All sorts of horrible, mostly exaggerated scenarios parade through our thoughts regarding the outcome of this failure and what it means to our future. Next comes anger. When we’re unable to change that it happened and unsure of what happens next, it is perfectly normal to get just plain old mad. We may not even know who or what we’re mad at; ourselves, circumstances, life … we’re just mad. After anger usually comes the very healthy stage of acceptance. We finally see our failure clearly for what it is and we’ve come to grips with it. We no longer deny, blame or avoid. We accept that it happened and resolve to move on. And finally, after disbelief, fear, anger and acceptance, we are able to experience some level of despair. This is really the phase of grieving over our failure, even as we’re making plans and taking actions to move past the experience. Each of these stages are important in the cycle of learning that makes failure simultaneously terrible, and terribly valuable. If you refuse or are unable to experience a stage you may find, like my friend, that it haunts you later. It may never be realistic to embrace, or look forward to failure. But understanding the process, and seeing it for the normal cycle of life that it is, goes a long way toward helping us be able to take the actions needed to succeed, in the face of the possibility of failure. Seeing failure clearly, greatly impacts our

dale Bierce Sandler Training

Dale Bierce is the President of the Sandler Training Center in Fresno. For comments or questions, email dale@sandler.com or call 559-412-8178.

“I’ve missed more than 9,000 shots in my career. I’ve lost almost

300 games. 26 times I’ve been trusted to take the game winning shot and missed. I’ve failed over and over and over again in my life. And that is why I succe e d.” – Michael Jordan

A childhood friend of mine lost his father in a tragic accident when we were teenagers. His mother had to deal with her own loss and continue raising four very lively boys. Looking back now, I can see that my friend never had the chance to fully grieve for his father and the unaddressed pain had a negative affect on him later in life. Failure, like grief, is a process with a predictable cycle that needs to be completed before one can move on. When we experience a failure in life we are likely to first go through a period of disbelief. Whether

ability to judge and manage risk, which in turn helps us be more decisive. And decisive salespeople sell more. In coming editions, I’ll cover the effect of risk on decision making in sales and the related topic of procrastination. Until then, happy selling,

Dale

Business Connect ion | www.visaliachamber.org

b u sin ess pract ices

Building a

o Company Culture of Service

In the 1970s, rock group The Who recorded a hit titled “Who are you?” The chorus asks, “Who are you? I really want to know.” So, who are you? Every time you greet or serve a customer/coworker, answer the phone, or talk with a vendor, you and your employees are telling the world who you are.

Carol Halajian, MBA Verla Oliver, SPHR-CA Triad Solutions/ SinglePoint Outsourcing

What values and attitudes does your organization live by? How are coworkers and customers treated? How do you handle conflict? If you fail to identify the culture you want, and then work to develop it (role model behaviors; reward and give consequences; communicate; train), you may be surprised and disappointed by what you end up with. Businesses compete by satisfying customers one at a time. Culture is what influences how customers and coworkers are treated. Having a customer service culture will help you delight customers and build customer loyalty. Did you know that a customer will share his/her good experience with one person but will share a bad experience with 10 or more people! Now, with social media and online reviews, one “share” can reach hundreds of potential customers.

So, who are you? Follow these tips to develop a culture of service that delights customers and encourages them to tell positive stories: If you are interested in support for the Human Resources function of your business, call SinglePoint Outsourcing at (559) 625-4800 or visit www.single-point.com.

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Lead and set the tone for customer service. Otherwise, employees will see service as something to do when they feel like it, when it’s easy, or when it doesn’t interrupt something else (paperwork, texting, cleaning, chatting with coworkers). Reward what you want repeated. If you want excellent customer service as part of your culture, then make that clear to employees and reward it. Have a long-term versus short-term perspective. If your employees are focused on activities other than serving the customer in front of them, they miss the opportunity to please your customer and give them a reason to return. Hire the right people. If a job candidate is rude and messy, has errors on their resume or application, and is texting or seems disinterested during the interview, count on them being the same way with customers and coworkers.

B us i n e s s C onnectio n | www.visaliachamber.org

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Listen to your employees and teach them to listen to customers. Model and teach your employees how to listen and understand what the customer really wants by really listening to them! Provide thorough training. Make sure employees are trained on all products and services you offer so they can help your customers. Empower and encourage them to use judgment in solving customer problems within the rules of the organization. View mistakes as training opportunities. Remember, the goal is delighted, loyal, returning customers! Pay attention to employee morale. An unhappy employee may not be so willing to go out of their way to delight a grumbling customer. Remember, coworkers are customers, too. Exceed expectations. Delight your customers by exceeding expectations! Get feedback. Watch how clients, vendors, internal customers and employees are treated. Listen closely to their feedback. Take steps to build a culture focused on delighting your customers to build long-term loyalty.

Loving Your Job

Everyone wants a job they love. I’m sure no one has ever said, “I want to spend 40 hours doing work I hate,” or, “I just want to feel mediocre about my career.” Unfortunately, finding a job that you’re passionate about or maintaining your zeal for a job you once loved isn’t easy. A survey of American workers by Ipsos, a global market research company, found that only 55 percent of U.S. employees said they love their jobs.

If that unhappy employee is a manager or an executive, the negative implications could be far reaching. But, it’s not all bad news. If you no longer love your work, there are several steps you can take to help turn your relationship with your job around.

leadership

be tricky to maintain the balance of friendship and leadership with your employees. But, you should at least learn what’s going on in their lives and about their goals. This will empower you to help them achieve their dreams, which will fulfill you as a leader. You also need to stay connected with your customers. Meeting customers’ needs is at the heart of every business; and you can’t stay in tune with those needs if you never interact with them. Nothing revives passion for a job better than seeing how your work fits into the big picture of serving your customers!

Kris Brokaw Express Employment Professionals

Check Your Perspective Every situation can look different, depending on your perspective. So, take a step back and consider how you’re looking at your job. Is it just a job, or is it a career with the goal of advancement? Do you see your job as a calling, where you focus on the sense of fulfillment the work gives you? To help revive your job satisfaction, try to remember why you took this job in the first place. Don’t Stop Learning Boredom with your normal, day-to-day tasks can quickly drain your passion for work. So, make it a goal to always be learning something new. The most successful leaders are those who never stop learning and stay at the forefront of their industry. Get Out of Your Office Personal connections are key to maintaining your job satisfaction and ensuring you actually look forward to going into work each day. In a Fox Business article, Jeanette Mulvey recommends making friends with the people you work with. If you’re a supervisor, it can

By changing your outlook about work and rekindling that passion you once had for your job, you can love the job you already have. And, the good news is not only will you be happier at work, you’ll also discover many other benefits to loving your job. As career advice columnist Curt Rosengren from US News points out, when you love your work you will have more energy, feel more confident, be more persistent and find more enjoyment in your life outside of work. Plus, happiness is contagious, so you just might spread your newfound love for the job to the rest of your team.

For more information about Express Employment Professionals, call (559) 738-7822 or visit visaliaca.expresspros.com

Want a better way to earn your High School Diploma? CRESCENT VALLEY PUBLIC CHARTER SCHOOL (559) 741-9188 www.cvcharter.org 116 E Main Street, Suite 200

Crescent Valley Public Charter School is a BRAND NEW public school of choice in the Visalia / Tulare area. Students in Grades 7-12 can enroll as we offer a FREE program for high school students who want to try a better way to earn their diploma. Please call for more information.

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AGONOMICS

Setting the PACE

Property Assessed Clean Energy Finance Program Tulare County is considering adopting a Property Assessed Clean Energy (PACE) finance program for nonresidential properties. The PACE program allows property owners to finance 100 percent of the installation of energy and water improvements on commercial, industrial or multi-family (over five units) buildings – repaid as a property tax assessment for up to 20 years. By eliminating upfront costs, providing low-cost, long-term financing, and making it easy for building owners to transfer repayment obligations to a new owner upon sale, PACE overcomes challenges that have hindered installation of energy efficiency and related projects.

Michael Washam Tulare County Economic Development Corporation

Tulare County

Economic Development Oﬃce Business Opportuni�es Film Commission Tourism

www.TulareCountyEconomicDevelopment.org Phone (559) 624‐7128

For more information on business opportunities in Tulare County,visit tularecountyeconomic development.org.

PACE financing is paid on tax bills tied to the useful life of the project. Reducing energy costs provides an economic stimulus to businesses, agriculture and industry. Funds not spent on utility bills are available for investment in the local economy. PACE financing stimulates construction jobs to build renewable and efficiency projects. A property owner will be able to finance the equipment, labor, design, audit, permits, and engineering of the project with repayment periods ranging from five to 20 years, depending on the expected useful life of the financed improvements and terms negotiated with the lender. The PACE program is completely voluntary; properties that don’t participate remain unaffected. PACE programs add value, and have gained bi-partisan support nationwide at federal, state and local levels. Look for a PACE program(s) in Tulare County later this year. If you have questions regarding the PACE program, please contact Michael Washam at (559) 624-07128 or mwasham@co.tulare.ca.us.

Benefits of PACE Financing: • Removal of many financial hurdles currently inhibiting the installation of solar energy and energy efficiency improvements. • Immediate benefit to cash flow; raises Net Operating Income. • No additional debt load. • Increases building value & building efficiency; reduced energy demand. • Promotes job creation. • No liability or other exposure to general fund; no obligation on the part of any agency to guarantee or repay assessments. • Senior lien on the property; entire property secures repayment.

DonalD P. SharP

Senior Vice President/Bond Manager

www.bminc.com • don@bminc.com • Office (559) 635-3528 • Fax (559) 734-8648 • Cell (559) 696-1238 500 North Santa Fe • P.O. Box 629 • Visalia, California 93279-0629 • License #0A82561 16

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SO C IA L M E DIA

A Community Gathering Place If you have ever driven by Rawhide Ballpark, you have probably noticed the double-sided banners that hang on Giddings Street. In fact, we know people notice the banners simply because of the positive feedback we get on them. Most of the pictures on the banners are not entirely baseball related. Sure, there are players and action photos on display, but many of the pictures capture the overall experience someone will have when they come to the ballpark. . common question we receive from fans is, “How do A we get one of our pictures on those banners?” Well, over the off-season, the Rawhide Facebook page held a competition run by the fans in which people submitted photos as nominees for a new Giddings St. banner. The two photos that received the most “likes” would go on the new banner. . his online competition did two things. It encouraged T nominees to go out and recruit family, friends, and co-workers to go to the Rawhide Facebook page and “like” a photo on our wall, which often led them to “like” our fan page. Secondly, it kept people’s minds on the ball club even though no baseball was being played.

The results were staggering. Two community pages were joined together in one gathering place, and many people who had no idea where Visalia is on a map, had a glimpse into our community. The Rawhide Facebook page received almost 200 new fans overnight! Connect with others in your community and extraordinary things can happen for your business. And if you happen to be driving past the ballpark on Giddings St., check out the new banner we have on display. You can also meet Olly at some Rawhide games this season, as he is currently in remission from his disease.

Josh Jackson Visalia Rawhide

For more information on business-related social media, email josh@rawhidebaseball.com

We like to think of Rawhide Ballpark as a “community gathering place” where more events than just baseball games are taking place. With this competition, this concept was applied to our social media platforms. The message to our fans was that the Visalia Rawhide is much more than just a professional baseball team. . ast season, the Rawhide held a fundraiser for a little L boy named Olly, who was battling a rare and deadly disease called Hystiosis. Two dollars from every ticket sold to that game went to help out his family with a wide range of expenses. As it turns out, little Olly, aka “Super Bean,” is a huge fan of the Rawhide. He came to the ballpark one day to take photos for the Visalia Times-Delta in his Rawhide jersey and cape. His mother, Shannan, had already started a Facebook fan page called “Praying for Little Olly”, where she garnered local, national, and even worldwide support for her son. She submitted the photo on the Rawhide Facebook page and asked all of the fans of Olly’s page, which at the time had nearly 6,000 “likes”, to go vote for her son to be placed on the banner on Giddings St.

Olly, aka “Super Bean,” star of the new Rawhide banner on Giddings St.

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marke t i n g s t ra t egies

Karen Tellalian DMI Agency

For more information about DMI AGENCY, call (559) 739-1747 or visit dmiagency.com

Increase Your Banner Ad Click-Through Rate The Internet is part and parcel of any modern advertising campaign. Online advertising can be approached in many ways, but for the moment let’s look at it from the perspective of buying/placing a web ad on a newspaper or other media site. These are typically banner ads that run along the top, bottom or sides of the screen.

Consider the following attention-grabbing devices when designing your next ad:

When companies first started advertising online, it was a piece of cake to get visitors to click on banner ads. The text, colors and design didn’t matter much. The novelty of an online ad itself was the attraction. Times have changed.

A recent study showed outstanding results for banner ads that included no-graphics, text-heavy ads – even up to three sentences long. That is counterintuitive to what we normally think of for a banner ad, but it is a novel idea that appears to be working for some industries. Now may be the time to try that format. Next month, however, when consumers have seen a thousand such ads, it may be time to go in a radically different direction. How will you know? By analyzing the results of your clickthrough rates.

In 1994, HotWired debuted the first banner ad to a click-through rate of 78 percent. The click-through rate (CTR) is used to gauge how well your ad is working. CTR is the number of times a viewer clicks on an advertisement, divided by the total number of impressions (times an advertisement is shown). A higher CTR generally translates into increased sales. It may be surprising to learn that a CTR of .2 or .3 percent is considered quite successful today for a banner ad on a generic site, such as newspaper or other media. Today, the twin pillars of the advertising world are creativity in design and analysis of results. It is crucial for the success of our businesses that we do not get stuck in a rut with online ads. Viewers have grown ad-blind in many cases, as seen by the declining rate of click-throughs. To counter this, we must constantly develop innovative approaches in ad designs to draw the eye of potential customers who are used to ignoring banner ads.

DEDICATION THAT MOVES YOUR BUSINESS.

• • • • •

Movement Special offers Discounts Interactive ads that change with a mouse-over Unusual shapes or sizes

A successful ad today may not work tomorrow. Viewers are experts at tuning out overly familiar or repetitive information. A good advertising agency will test your ads, keep a close watch on the results, and adjust accordingly. I.t’s amazing how tweaking a seemingly insignificant item – like color or font, changing plural to singular, or using “order” instead of “purchase” or “buy” – can dramatically affect whether or not your viewer decides to click on the ad. When creating a banner campaign for a generic site, develop multiple ads for each of your target audiences: seniors, women, parents, men, young adults, etc. Then, test regularly to see what works and what doesn’t. Use what you’ve learned about the success and failures of the various ads as a springboard for your next campaign.

Like you, we’re a family business. Our entire company, and our entire family, is dedicated to providing your dairy products the safest, most professional transportation. Delivering dedication for 79 years to each client and every load.

(559) 686-2857 / RUAN.COM

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Use water wisely. It’s essential. Proudly serving Visalia since 1927 216 North Valley Oaks Drive • Visalia, CA 93292-6717 (559) 624-1600 • www.calwater.com

Short term stay. Long term results. Come by for a tour of Visalia’s premier provider of short term recovery programs. (5 5 9 ) 7 3 3 -0 9 01 4 5 2 5 West tul ar e av e .

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b u si n ess fi n a n ce

2013

The U.S. Small Business Administration is proud to announce its signature event, National Small Business Week, featuring exciting and informative sessions designed to help small businesses start, grow and succeed. This year’s activities include forums discussing the small business landscape, business coaching services, matchmaking events, networking opportunities and award ceremonies. The events conclude in Washington where the 2013 National Small Business Person of the Year is announced. Candidates from all 50 states will compete for the award. All small businesses attending can interact with federal government officials, local elected leaders, representatives from national businesses and other small business experts.

National Small Business Week

The 2013 “Rising Star” (a new category) recipient is Adriane Terry, Performing Arts Academy, Ruby Slipper, Visalia.

Award for his work offering comprehensive technology services for computer networks and web solutions.

At the 2012 event, Mark Hull of TGN Distributing, Exeter received the Export Business Award from UCM-SBDC. Mr. Hall was honored for his achievements.

In 2010, Kathee Brown and A Wish Your Heart Makes, both received the Family Owned Business awards. In the Central San Joaquin Valley, A Wish Your Heart Makes serves Porterville, Visalia, Fresno, Hanford, and Bakersfield. The company utilizes 20+ independent contractors as specialty characters.

TGN Distributing exports and wholesales a variety of hobby parts; including controlled model cars, motorcycles, planes, and helicopters to more than a dozen countries. Hull’s hard work and determination along with support and assistance from SBDC made his dream possible. “Mr. Hall is making a positive economic difference in their community and we are very pleased to recognize the success of TGN Distributing during SBA’s Small Business Week,” said Diane Howerton, Regional Director for the UC Merced SBDC Network.

Local Community Events As part of National Small Business Week, businesses located throughout Central California will be honored with local community events. Entrepreneurs create In 2011, Zachary Navo, owner of Navo jobs,Client: families are given better opportunities, Financial, Inc., in Visalia received the Visalia Imagine Open MRI andDesigned communities are transformed. by: Cribbsproject - New Media Design Veteran Owned Business Award. Zachary

DESIGN (PROOF)

Project: Ad for Chamber Directory Each year, Central Valley small businesses Size: 8x2 andDate: advocates 9.24.12 are honored for their positive attitude and undying spirit at the Small Business Awards Program in Fresno. The University of California, Merced Small Business Development Center Regional (UCM-SBDC) Network brings together business and community leaders, government dignitaries, and economic experts to congratulate winners for entrepreneurial success.

served as a United States Marine for five years in Marine Embassy Guard and Diplomatic Security. After his overseas tour of duty, Zachary returned to Tulare County and followed in his father’s footsteps to pursue a career in insurance and financial services and eventually opened his own agency. Tim Torian, president of The Torian Group in Visalia, also received recognition. Mr. Torian received Technology Business

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The Woman Owned Business Award was received by Donna Webb, The Book Lady, in Exeter. Donna worked for several years in a national retail Book Store and decided to start her own home-based business as a consultant selling books to schools, businesses and corporate customers. She also targeted state and local Government agencies.

June 17th - 21st featuring tools & ideas to start or grow your business daily online forums, events & locations: www.sba.gov www.sba.gov/smallbusinessweek 2013 SBDC Regional Network’s Small Business Recognition Program June 13, 2013 • 11:30am to 1:30pm TorNino’s Banquets in Fresno

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E mployme n t L A W

Discrimination and Defamation Claims Against Employer Dismissed In the recent case, McGrory v. Applied Signal Technology, Inc., an employee sued Applied Technology for wrongful termination and retaliation, alleging that he was terminated based upon his participation in a workplace investigation. He also alleged he was defamed when a member of human resources told other employees he had not cooperated with the investigation. Patrick Moody Barsamian & Moody

. cGrory was a department manager who issued a M disciplinary notice to a subordinate female employee who was homosexual. The female employee refused to accept the disciplinary notice, and instead filed a complaint with the human resources department that the discipline was motivated by McGrory’s discriminatory bias against lesbians. The company hired an outside investigator who found that McGrory did not discriminate against the female employee and that the female employee did have performance issues. However, during the investigation, the investigator discovered that McGrory had made

inappropriate sexual and racial comments in the workplace, and that he was not honest during the investigation. The employer subsequently fired him. McGrory sued, but a superior court judge granted summary judgment in favor of the employer, finding that McGrory’s claims had no legal merit. He appealed, and the appeallate court upheld the ruling, finding that there was no evidence that McGrory’s termination was unlawful. They also rejected his claim that his participation in the workplace investigation was “protected activity” and found that although California’s anti-discrimination law, the Fair Employment and Housing Act (“FEHA,”) protects participation in workplace investigations from discrimination claims, it does not protect deceptive activity during an investigation. The court also rejected his defamation claim, finding that the statements made by the employer were protected by the “common interest privilege,” which applies to statements made by management and coworkers to other coworkers explaining why an employer disciplined an employee. What This Means for Employers California courts have held that employers who conduct a proper investigation, and act in good faith on the information obtained, do not have to prove the allegations against the “wrongdoer” as long as they acted reasonably in the investigation. Therefore, it is crucial that an employer conduct thorough and impartial investigations and make reasonable decisions based upon the facts discovered in that investigation. This article is for education & information purposes only; it should not be construed as legal advice. For specific legal assistance, contact Barsamian & Moody at (559) 248-2360 or toll-free at (888) 322-2573.

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t ech n ology

The Upgrade Question: Microsoft Office 2013 If you are using Office 2010, there may not be a compelling reason to upgrade. However, if you are running Windows XP, you cannot use Office 2013 – it is not compatible. Windows XP, Office 2003 and Server 2003 will be completely unsupported as of April 2014. There will be no more security updates for these products. New versions of many programs are not compatible with XP. Drivers for Windows XP may not be available for newer hardware. The biggest change in Office 2013 is the compatibility with Windows 8 touchscreens. The ribbon has bigger icons, so you can use your fingers instead of a mouse to make selections. Outlook has a cleaner look, showing less while making what you need available within a click (or touch). Office 2013 is now available as a subscription as part of Office 365, which can be confusing. Here are the ways you can purchase: 1. Retail packaging (FPP, or Full Packaged Product). You can still buy Office as a retail package, but it will come with a key card, not a disk. The price has gone up some. If you can find Office 2010 available for sale (many online vendors still had copies as I was writing this) you are entitled to a free upgrade to Office 2013 for a limited time. (Details at http://office.microsoft. com/en-us/offer/). The Office 2010 purchase entitles you to install it on up to three devices you personally use (such as work PC and laptop). Office 2013 retail entitles you to a single install. On March 1 they changed the restrictions to allow a reinstall on one device if your original computer is replaced. So if you upgrade you lose rights to two additional device installs. 2. You can purchase just the license key. This was an option for 2010 as well. The key is good on a

single computer. The software is downloaded, and the key activates it. The FPP rights apply. 3. Office 365 subscription. Office 365 is a website (www.microsoftonline.com) offering various services, including a way to subscribe to Microsoft Office. You can sign up online with Office 365 with a credit card, and pay a monthly fee for the use of “the current version” of Microsoft Office. You can download only the current version of MS Office that is on your portal. You can install and use Office on up to five devices (not shared by other people). Once a month, your computer validates your license via the Internet. If it isn’t able to connect, your Office copy is deactivated. Some Office online accounts are still running Office 2010, but you have no control over which you get. All are being upgraded to 2013 sometime this year.

TIM TORIAN Torian Group, Inc.

The Office 365 one-year subscription can (as of March 1) be purchased by paying for a key card. The rights are the same, but you don’t have the monthly credit card charge. Microsoft Office Online (http://office.microsoft. com) is free to everyone. These online services are designed to compete with Google Apps. This is what used to be called Windows Live. It is a scaled down version of Word, Excel, PowerPoint, and OneNote which is entirely web based. You can also get a free Outlook.com account, which provides email with a web interface. This has nothing to do with the Outlook program in MS Office. Hotmail users are being migrated to Outlook.com. Office 2013 integrates your Microsoft Online account, and pushes you to create one (as does Windows 8) if you are not signed up.

For questions or information on computer consulting or networking, call Torian Group, Inc. at (559) 733-1940 or visit toriangroup.com.

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H R P rac t ices

The New I-9 Form

Noteworthy Changes to I-9 Employment Eligibility Verification Form The U.S. Citizenship and Immigration Services (USCIS) has released a new I-9 Employment Eligibility Verification form which all employers will be required to use to verify the identity and employment authorization eligibility of new employees.

DAVID MILLER Pacific Employers

May 7 is the mandatory date to begin using the new I-9 form, but you may start using it right away. More importantly, you must ensure proper completion and retention of I-9 forms or be subject to civil monetary penalties of up to $1,100 per I-9, and, in some cases, criminal penalties. Because the new, two-page I-9 form contains format changes, additional data fields, and further instructions to the employer, it increases the administrative burden placed on employers. Here is a summary of the changes:

For information about this or similar labor law issues, call Pacific Employers at (559) 733-4256 or visit pacificemployers.com and click on “What’s New!”

Section 1: EmployeE Information and Attestation • Fields are added to list the employee’s email address and telephone number, but are optional. • For an employee who checks “An Alien Authorized to Work Until ...” and who were issued an I-94 card, he or she will also need to list the foreign passport number and country of issuance. Section 2: Employer Review and Verification • E . mployers will need to list employee’s full name at the top of Page 2 of the form. • List A now has room to list three documents, which is helpful to the employer because the prior form only had room for two documents and there

1930

est.

are occasions when three documents are required (e.g., J-1 visa holders or F-1 students completing Optional Practical Training). • The Certification Box adds numbers to the items the HR representative must attest to when reviewing the documents and separates out the place where the employer is required to insert the employee’s first date of work for pay. • The List of Acceptable Documents, List A, Number five has revised language but essentially includes the same information regarding accepting foreign passports and I-94 cards. • The List of Acceptable Documents, List C, Number one provides clarification that Social Security cards containing restrictions, such as “Not Valid For Employment,” “Valid for Work Only with INS Authorization,” or “Valid for Work Only with DHS Authorization” are not acceptable as List C documents. • The List of Acceptable Documents includes a reference to Section two of the Handbook for Employers regarding information about acceptable receipts. Section 3: Re-verification & Rehires • Provides clarification that List B identity documents do not require re-verification; and, adds a field for the Employer representative to print his or her name. Do not complete the new I-9 form for current employees for whom there is already a properly completed I-9 form on file, unless re-verification applies.

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toWEls (559) 625-5423 Promer@missionlinen.com

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celebrating twenty years

1993

2013

This year, Seals/Biehle, Inc. has something to celebrate; 2013 marks our 20th anniversary, a milestone preceded by decades of hard work and dedication to our clients, our trade, and our future. Furthermore, it marks the start of something even bigger to come. A horizon full of possibilities for growth, diversification and success. This year we will construct the $15 million new kitchen at Porterville Developmental Center, complete a major plant expansion at Hydrite Chemical Co., and enlarge our head office in Visalia, doubling in size. Seals/Biehle, Inc., a family-run general contracting and construction management firm founded in 1993, has completed projects for dozens of commercial clients over the years, including Saint Agnes Medical Center, Kraft Foods, the Roman Catholic Diocese of Fresno and many local government municipalities.

SEALS-BIEHLE.COM

P 559.651.4040

F 559.651.4145

CA B & C-8 LICENSE #949353

Redwood Springs (formerly Visalia Nursing & Rehab Center) is the ideal place to continue to HEAL after you leave the hospital. Our warm and dedicated team of physical, occupational and speech therapists will do everything possible to get you back to your normal life as quickly as possible. At Redwood Springs Healthcare Center, healing is more than an art â&#x20AC;Ś itâ&#x20AC;&#x2122;s a WAY OF LIFE. 1925 E. Houston Ave. Visalia, CA 93292 (559) 732-1020

Still need time to...

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PO BOX 7749

VISALIA, CALIFORNIA 93290

t he law @ work

Employee Marijuana Use An employer is not required to allow employees to use medical marijuana as a reasonable accommodation under California’s Fair Employment Housing Act (FEHA). In Ross v. Ragingwire, the California Supreme Court held that an employer may lawfully terminate an employee (or refuse to hire an applicant) who tests positive for marijuana, even if the marijuana use is for lawful medical purposes under California law. The court held that California’s Compassionate Use Act did not give marijuana the same status as any legal prescription drug, and that no state law could completely legalize marijuana for medical purposes because the drug is illegal under federal law. Last year, the federal courts held that the federal Americans with Disabilities Act (ADA) similarly does not protect medical marijuana use. In James v. City of Costa Mesa, the Ninth Circuit federal court held that the ADA does not protect individuals who claim

discrimination against them because of medical marijuana use. The court reasoned that the ADA excludes from coverage disabilities based on illegal drug use, and that “illegality” is tied to federal, not state, law. Because marijuana is illegal under federal law, medical marijuana use is not covered under the ADA, even if states such as California have legalized the medical use of marijuana. While it is not unlawful to discriminate against an applicant or employee on the basis of their marijuana use (even if for medical reasons), it is still unlawful to discriminate against an applicant or employee for an underlying disability (for which the individual may be using the medical marijuana). As such, employers must use caution in handling these situations to minimize risk and ensure they can demonstrate that any adverse employment decisions were based on knowledge of illegal marijuana use and not on knowledge of an underlying disability.

Brett T. Abbott Gubler & Abbott, LLP

This article is for education and information purposes only; it should not be construed as legal advice. For specific legal assistance, contact Gubler & Abbott, LLP, (559) 625-9600, or visit thecalifornialawayers.com.

Welcome to the 2007 GOLD award winning Comfort Suites, nestled in Downtown Visalia • Microwave and Refrigerator in all rooms. • Free breakfast included at no extra charge. • Free wired/wireless high-speed internet. • group or corporate bookings welcome.

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Across the street from the Visalia Convention Center. By ChoiCe hotels

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Our promise to you includes a clean, comfortable hotel room. In fact, we have 88 of them! If you’re traveling with your family, you may opt for a room with two beds. Or, If you’re here by yourself on business, why not book a room with a plush, king-sized bed so you can stretch out and relax? • Microwave & Refrigerator in every Room! • Cloud Nine, the hampton bed experience. • Complimentary high-speed internet access.

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workplace safe t y

Citation Frustration Part 1: Where Does the Fine Come From?

Teresa Inglehart President SHRM Tulare-Kings Counties

It may seem that OSHA inspectors pull a number from a hat when calculating citations. Although there is no standard formula (published) - several considerations are taken in the process. Here is a basic look at the background of an OSHA citation:

3. Citation Adjustments… what affects the fine amount? The following can increase your fine amounts once the violation has been determined.

1. What type of citation is it? Violations are in category by consequence:

from the violation, how severe would it be? For a Regulatory violation, no adjustment on severity is considered. However, for General violations, adjustments are rated “low, medium, or high” in areas pertaining to the health conditions of the affected employee, as well as the level of medical attention required and the amount of lost time from work. For Serious violations, severity is always noted as “high”.

• Regulatory

- Violations of posting, recordkeeping, reporting requirements or Title eight permits (not specified in General or Serious.)

• General

- The violation pertains to occupational safety and health, but the exposure would probably not cause death or serious harm in the event of an incident.

• Serious - There is a significant probability For more information on HR-related issues, email teresa@tmistrategic.com or call (559)651-2925

that serious physical harm or death could result from the violation. This could include exceeding exposure limits, or procedures in use at the place of employment as an accepted organizational practice. Substantial probability of occurrence and employer knowledge of the hazard is heavily weighted in serious violations.

2. Can it get worse? Some violations can fall under both the above categories, and additional violation(s) below:

• Repeat

Violation - A citation issued on the same violation within three years of the employer indicating or claimed correction of the first incident/citation.

• Willful Violation - The employer is knowing of the law and compliance requirements, yet consciously chooses to violate the law; or is aware of the hazardous condition, yet makes no correction or reasonable effort to prevent the hazard (i.e. neglect.)

• Severity: If an incident were to occur as a result

• Extent: If an incident were to occur as a result

from the violation, to what extent would it affect exposed employees? For health concerns, extent is rated on how many employees were affected or exposed to the hazard as: low (one to five), medium (six to 25) or high (26 or more). For safety concerns, extent is rated on how many units within the company are in violation of the safety code as: low (zero to 15 percent or isolated violation), moderate (15-50 percent or occasional violation), or high (more than 50 percent or numerous violations).

• Likelihood:

What is the probability that an incident will occur as a result of the violation? The number of incidents that have occurred from the condition, as well as the number of employees exposed to the condition are used as evidence to support a low, moderate or high rating. This information is gathered from the organization history and any industry statistics or reports available.

The best way to avoid a high fine? Don’t get a citation! Review the above considerations when auditing your safety practices and then take proactive actions necessary to improve.

The best way to avoid a high fine? Don’t get a citation! Coming next issue: Citation Frustration, Part 2: Now What Do I Do? Learn about the key points to address when responding to an OSHA citation, and how your response could reduce your fines. 28

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This year is a special year for all of the employees of Tachi Palace Hotel & Casino. November 2013 marks 30 years since Tachi Palace opened its doors as a humble Bingo Hall. Tachi Palace credits its longevity to providing outstanding customer service and creating an atmosphere where the employees feel like they are a part of a family. Most importantly, after 30 years in business Tachi Palace would like to thank its loyal customers for helping it stay in business and for allowing it to continually expand. Tachi Palace prides itself on exceptional customer service. Employees believe that if you provide excellent customer service you will in turn create strong guest loyalties. The focus on customer service, particularly paying attention to details, begins the moment you enter the front door. The casino floor is clean, quiet and well lit. Employees know returning customers by name and greet everyone as they walk the floor. Catherine Montoya, the Marketing Manager at Tachi Palace said, “It is the little things like remembering a person’s name that makes a lasting impression on a customer. Often our customers will come into the casino and the first thing they do is look for their favorite dealer or Premiere Club staff to say hello.” The relationship between customer and employee is key. Another explanation for the success at Tachi Palace is the feeling among employees that they are part of a family. “Not only are many of our employees part of the tribal family, many are also related to each other,” Montoya said. “It’s not uncommon to have a parent and child that both work here.” Job security is another reason that employees enjoy working for Tachi Palace. “When we promote employees from within we show them that they are a valued member of our team,” Montoya said. “We are also able to maintain customer service at a high level because newly promoted employees bring their experience and knowledge of the customers to their new position.” There are currently 15 people at Tachi Palace who have worked there for more than 20 years including Willie Barrios, the current general manager. Great customer service and employee loyalty have allowed Tachi Palace to grow and expand many times over the last 30 years.

B us i n e s s Co nnectio n | www.visaliachamber.org

“We started off as a bingo hall and have grown into a thriving casino with 2,000 slot machines, 26 table games, over six dining options, a full service spa, hotel, meeting/conference venues and of course bingo,” Montoya said. The hotel, built in 2005, boasts more than 250 guest rooms, with access to a luxurious full service spa, fitness center and amazing outdoor pools. Tachi Palace has four meeting rooms that can be rented separately or combined to hold more than 300 people making it a versatile venue. Lastly, you can’t overlook the bingo hall. Today, the hall can host large events with more than 1,000 people, making it a great location for school events, anniversary parties, weddings, reunions and other large functions. Tachi Palace is thrilled that they not only have been able to succeed as a business but have been able play a very active role in many local communities. “Many people might not know that once a month Tachi Palace holds a Community Breakfast that benefits local non-profit organizations,” Montoya said. “Guests to the breakfast are asked to donate $5 to the monthly charity and in return get a fabulous breakfast. Then, Tachi Palace matches the contributions made during the breakfast.” In addition to the monthly breakfast, Tachi Palace is involved with many local Chambers of Commerce and supports the local Sober Grad and Main Street Hanford’s Thursday Night Market. They also do many things to support the community that are not always publicized. When Tachi Palace was building its hotel, the Kings County Fire Department was short a fire truck. Tachi Palace bought and donated the needed truck to Kings County Fire. Tachi Palace believes that you can’t overlook the importance of giving back to the community. You can’t last for 30 years and be a successful business if you do not first take care of your customers, your employees and the local communities that support you.

If you think banks aren’t lending … You’re not talking to the right bank. No matter what your business needs, Visalia Community Bank is the right bank. We offer: • Lines of credit for working capital and for inventory • Loans for purchase of commercial property • Loans to help purchase equipment And, we are a Preferred Lender with the Small Business Administration.

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Business Connect ion | www.visaliachamber.org

PROVIDING QUALITY CHRISTIAN EDUCATION FOR CHRISTIAN FAMILIES SINCE 1979 Christ-Centered Education · CSI and WASC Accredited ·Pre-School -12 grade Quality Fine Arts Programs ·Integrated technology in classrooms ·Athletic Program · CIF MEMBER

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3539 W. Noble Ave Visalia, CA 93277 559.625.8400

PLEASE READ CAREFULLY • SUBMIT CORRECTIONS ONLINE

Elementary/ Admissions Office: 559.734.2684 Pre-School Office:

O.K. WITH CORRECTIONS BY:___________________________

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5600 West Tulare Ave Visalia CA 93277

VISALIA CHAMBER OF COMMERCE MERCHANT SERVICES VANTIV David Walburn 43425 Revis Lane West Corsegold, CA 93614 559.736.6492 Vantiv.com

OFFICE SUPPLIES & FURNITURE STAPLES Khalid Mohsin 3729 S. Mooney Blvd Visalia, CA 93277 559.635.9394 Staples.com

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NON-PROFIT ORGANIZATION HANDS IN THE COMMUNITY Lester Moon P.O Box 6842 Visalia, CA 93290 559.625.3822 Hnconline.org

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SWEET NECTAR SOCIETY Brittany Wilbur P.O Box 2431 Tulare, CA 93274 559.360.0779 Sweetnectarsociety.com Sweet Nectar Society provides photo sessions to children affected by serious illness, disability or injury and raises awareness to the child’s needs

RESTAURANT DELI DELICIOUS Todd Esasian 4130 S. Mooney Blvd Visalia, CA 93277 559.627-DELI(3354) Deli-delicious.com RED ROBIN Lisa Bradbury 2015 S. Mooney Blvd Visalia, CA 93277 559.740.4060 Redrobin.com

I N V E S T O R SPONSORS BEN-E-LECT • Educational EmployeeS Credit Union • Lamp Liter Inn redwood springs healthcare center • Southern California Edison Visalia community Bank • VISALIA MEDICAL CLINIC

T H A N K Y OU ! Business Connec tion | www.visaliachamber.org

B us i n e s s Co nnectio n | www.visaliachamber.org

Are you traveling this Holiday Season

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Karen Gross, State Farm Insurance “As a small business owner, I can testify that joining the Chamber provides a positive return on investment. Chamber-hosted events such as mixers & ribbon cuttings are a great way to network & grow my business.”

increase in consumer awareness

“As a community banker, I am a Chamber member because we share the same values: support for small businesses & local nonprofits. The result is a healthier local economy. Our business community is stronger thanks to the Chamber’s education, networking and signature events.” tom beene, Visalia Community Bank

220 N Santa Fe St 93292 • (559) 734-5876 • www.visaliachamber.org SOURCE: The Schapiro Group, A Real Value of Joining a Local Chamber of Commerce, 2012

Business Connect ion | www.visaliachamber.org

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