RISBJ Issue 4 by Rhode Island Small Business Journal

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FROM THE FOUNDER

Each month as we work hard to bring you another resource packed issue of RISBJ I find myself amazed at all of the great companies we discover right here in Rhode Island. This month is no different with the feature of Providence’s own G-Form. Founded in 2010, G-Form has seen extraordinary growth and currently employs 34 people in its downtown location. We founded RISBJ to share stories just like this, and hope to help create more success stories through our contributions from expert contributing writers and inspirational stories of startups that are gaining national attention. Negative media surrounds us and we strive to do our small part to help change the perception of doing business in Rhode Island.

from the founder

To everyone that attended our Startup Rhode Island Business Social on May 10, thank you for making this event such a huge success. Pricineline.com founding CTO and Startup America CEO Scott Case spoke to a sold out crowd about the importance of building a stronger entrepreneurial ecosystem and supporting each other – from startups to existing local businesses. The positive message shared by Scott was a common theme for the night as local business owners from around the state shared their optimism for an improving business climate. Thank you Scott for being such an inspiration to all of us and thank you Sons of Liberty for hosting the event and providing us a taste of your truly special products. We wish you continued success. RISBJ would also like to thank the event sponsors: West Valley Inn, WRIK Entertainment, Greysail Brewing Company, Greenvale Vineyards, Stefan’s on Broadway, Updike’s Newtowne Coffee Roasting Company, Amy’s Apples and Gail Ahlers of Ahlers Designs. Check out http://www.risbj.com for photos and videos from this amazing evening. The event really helped to build more momentum for Startup Rhode Island, with our regional leaders meeting held on Tuesday May 22. The meeting, which consisted of 34 successful local entrepreneurs, was hosted by John Robitaille at the Johnson & Wales Center for Entrepreneurship. What came out of the meeting was a positive outlook on why Rhode Island is a great place to do business. Every state has its challenges, but when we focus on those challenges we lose sight of our strengths. For more information on Startup Rhode Island, or to become part of our leadership team visit http://ri.s.co. We hope you enjoy issue 4 of RISBJ. If you have an idea for a featured business or would like to contribute your expertise, please contact us. We look forward to hearing from you. Thank you for your continued support! Gil Lantini, President

whatâ&#x20AC;&#x2122;s inside this issue Impact Protection Revolutionized

40 38

RISBJ | rhode island small business journal

STARTUPS 09 10 11 12 14 15

FEATURED CITY 16 EVENTS 18 21 22

SMALL BUSINESS 23

24 26 28 29 30 32 33 34 35 36 38 44 45 46 48 50 51 52

CAPITAL CITY 53 FEATURED STORY 40 FEATURED NONPROFIT 55 GOLOCAL 60

Secretary Of State Mind Your Own Brand Are You a Leader? Touchy-Feely Rhode Island Market What to Do on Your First Sales Call 5 Steps for Getting More Done Improving RI’s Business Climate Pawtucket Networking and Workshops SBA Early Stage Capital Program SBA Engages Young Entrepreneurs Don’t Settle for an IT Vendor Not Happy With Your Business From Change to Transformation Is Your Website Still Sporting “The Rachel?” IRS Tax Tip: Employee Business Expenses Matchmaker...Make Me A Match! Doing Business at Quonset Making Cybersecurity RI’s Business Customer Experience Is “No Big Deal” Valuing Your Business Workplace Stress Assumptions Cost You Borring For College Score Tip Of The Month Phenomenological Leadership Drive Customer Satisfaction Should Your Business Be On Google Plus? Keeping Employees Pain Free Ready To “Step” Into The Cloud? Zoning Ordinance G-Form: Impact Protection, Revolutionized Leukemia and Lymphoma Society See it. Read it. Share it.

WOMEN IN BUSINESS 64

Positive Business Networking Doesn’t Have To Be Painful! We Can Be Heroes Center for Women & Enterpris

FEATURED CHAMBER 70

Greater Cranston Chamber of Commerce

65 66 68

CHAMBER CHAT 72

What’s New

COMMERCIAL 76

Real Estate

COMMUNITY CORNER 80 BUSINESS 82

36 28

All The Services You Are Looking For Directory

www.risbj.com | volume one issue four

SECRETARY OF STATE | Ralph Mollis

Thousands of nonprofits ranging from affordable housing developers to hospitals have until June 30 to disclose info about their organization

Secretary of State A. Ralph Mollis is reminding thousands of nonprofit corporations doing business in Rhode Island that state law requires them to file annual reports with his office in June. More than 7,900 nonprofits ranging from hospitals and affordable housing developers to charities and condo associations are subject to the requirement. Nonprofits that fail to file face fines and the revocation of their Certificate of Incorporation or Certificate of Authority. Mollis will make the reports accessible to the public by posting them on his

RISBJ | rhode island small business journal

website at sos.ri.gov. The on-line database can be searched by a variety of terms including the name of the nonprofit, the organization’s general purpose and the names of individual officers and board members. “These organizations should view compliance as a way to promote their commitment to openness. That can reassure groups and individuals that are considering supporting them,” said Mollis. Nonprofits can file online at http://ucc. state.ri.us/loginsystem/login_form.asp. Every organization has its own unique Customer Identification Number and Personal Identification Number in order to ensure security. “We added the functionality to make it easier for them to do business with us. Our virtual office is open 24/7, so nonprofits can file when it is convenient for them,” said Mollis. “The online option also lowers our costs and gives the public access to the reports faster.”

The nonprofit sector deserves thanks for helping us get there,” said Mollis. The Secretary of State’s office works with every corporate entity registered to do business in Rhode Island. The office oversees recording commercial liens, protecting corporate trademarks and providing advice to start-up businesses. Secretary of State Mollis is committed to making it easier for Rhode Islanders to vote, making it easier to do business in Rhode Island and making government more open and accessible. For more information about the programs and services the Secretary of State offers Rhode Islanders, visit sos.ri.gov.

Nonprofits can also file by mail or in person at the Secretary of State’s Division of Business Services, 148 West River St., Providence, weekdays from 8:30 a.m. to 4:30 p.m. At other times of the year, for-profit corporations and limited liability companies are also required to file annual reports with the Secretary of State. Since taking office in 2007, Mollis has added several e-commerce tools to his website. In addition to being able to file annual reports electronically, everything from Uniform Commercial Liens to Articles of Incorporation can be filed and retrieved on-line. “Corporate record-keeping is one our duties under state law. Our goal is to ensure Rhode Islanders have access to up-to-date and accurate information.

IMAGE COPYRIGHT SECRETARY OF STATE A. RALPH MOLLIS’ PHOTOSTREAM

Secretary Of State Mollis Helps Nonprofit Corporations Comply With Annual Report Filing Requirement

Gil Lantini President, Founder Ralph Coppolino Vice President, Operations Danny Angeli Vice President, Business Development James Pardee Jr Creative Director and Design Editor Mike Casale Graphic Designer Aaron Cadieux Video Production Manager Contributing Writers Robert Beadle Lisa Buben Michael Casey Dr Michelle E Collie Jeffrey Deckman Danny DeHoney Kate Driesen Lisa Marie Dwyer Gordon D Fox Steve Gareau Larry Girouard Adam Harvey Mark S Hayward Steven King, PE Dave Lubelczyk David Lucier, CPA Dave Marcello Aileen McDonough Charles L Nault Robert H Nelson Heidy C Paz Patricia Raskin Dennis Rebelo Tuni Renaud Schartner Ronald G Shapiro Lisa Shorr Tim Sullivan Nancy Thomas for a complete listing of our contributing writers and their bios, please visit www.risbj.com/authors

www.facebook.com/risbj twitter.com/risbj 401 831 7779 info@risbj.com www.risbj.com

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RISBJ | rhode island small business journal

Mind Your Own Brand | STARTUPS

MYOB

DO YOU CARRY OUT THEIR ORDERS by Dave Lubelczyk

While in high school, my first “real” job was bundling groceries for a small local grocery store chain. The job included carrying the groceries out to people’s cars which at that time was becoming rare and now is almost unheard of. The job interview was one of the toughest I have ever gone through; partly because it was my first but also because of the company culture. They viewed bundling as one of the most important functions in providing the customer their brand experience. Decades later, I still remember the expectations they laid out in the interview. Even though I was fifteen years old, I was asked how I valued customer service and how would I deliver an extraordinary experience. The lessons I learned that day set a solid foundation on which I would later develop into my current beliefs about the importance of customer service. During my training I quickly learned that everyone who touches the customer experience plays a vital role in delivering an experience which retains customers. Then I was told the most important rules: • Always take care of the customer • Properly pack all bags so they stand up in the trunk • Never squish the bread • Under no circumstances take a tip After explaining the rules, they informed us that they had secret shoppers and if they caught us excepting a tip we would be fired immediately. They insisted that customers were not expected to pay more for excellent service. We were instructed to politely decline the money and inform the customers that it was our job to carry out their groceries. They then brought me out to the exit of the store and pointed out the giant sign above the door which read, “We carry out your orders.” The sign then explained the philosophy of the store and how each and every employee was expected to go above and beyond to exceed the needs of the customer. It informed customers that each employee, including bundlers, were paid to provide this level of service and customers should need not feel inclined to tip as it was part of the service the store provided to them when they chose to shop at our store.

Once I was hired, the training was more comprehensive than most of the “professional” jobs I have had. It was three days long and included classes, hands on training, and mentorship. I was instructed on proper packing technique and customer relations. By the time I flew solo I was fully aware of my role in this company, the expectations they had of me, and I had all the knowledge necessary to perform at the level their customers expected. After I passed my probation period and proved I had what it took, I received a raise. Then I was asked if I had any friends I knew who I felt would fit in on “our team.” Because I knew what they expected, I was quickly able to suggest a few good candidates as well as eliminate those who I knew would not make the cut. I appreciated the fact that management valued my judgment and took pride in helping to better “our team”. I worked at that store for eight years and saw many changes in that time. Over the years the store merged with larger chains which were bought up by larger holding companies. The sign over the door came down, the carry-out service ended, and the training was shortened to a few hours. Ultimately the small-town store could no longer compete, not because it didn’t offer a selection needed to compete with the superstores, but instead because it had lost its identity, culture and finally its purpose. After limping along for many years, the store finally closed and stood vacant for five more years like a tombstone in the center of town. Upon my last visit I discovered the building has been gutted and it is now becoming a Panera. The grocery needs of the town are now being met by a large uncaring superstore and a new smaller “hometown” style market which is offering a shopping experience very similar to the one we once provided. Now they serve the same shoppers we once did and people rave about the shopping experience. The grocery business has come full circle in my hometown except for one thing: this new store doesn’t carry out your orders. They did in their first few stores, but as they have expanded the chain over the past ten years they eliminated the carry-out service in their “new” stores. It seems the more things change, the more they stay the same and so begins the next cycle. Will they ever learn?

Dave Lubelczyk Image Identity imageidentity.com

www.risbj.com | volume one issue four

STARTUPS | Are You a Leader?

by Kate Driesen

Are you a leader? Of course you are. You wouldn’t be running a small business or considering starting one if you weren’t. But how many of the traits of a successful leader do you have? Use the checklist below, developed in over 20 years experience in training and coaching leaders, to identify your strengths and areas where you could use improvement. Then plan how to bolster your strengths and grow where you have challenges, using the suggestions at the conclusion of this article. The characteristics of good leaders that apply to organizations large and small are:

Passion: Leaders are passionately committed to the cause, organization and their people. They have fire in their bellies.

Worldview: Leaders can scan and interpret the outside world, keeping the organization in touch and ahead of the competition and out of harm’s way. It’s the top responsibility for a leader. They are the eyes on the ever-changing, everchallenging world. Strategic & Conceptual Thinking: Leaders have the ability to think strategically about what options are open to them and how to take advantage of them.

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Ask for Feedback: Feedback is the breakfast of champions. Leaders build a culture of trust and respect by asking for and listening to feedback about their leadership style and practices.

Honesty, Integrity and Trustworthiness: Without these traits, leadership has no credibility and the organization will founder. Ability to Motivate and Inspire: A leader inspires ordinary people to achieve extraordinary results. Leaders recognize people excel to the degree they participate. They take the time to give recognition and feedback. Develops People: Realizes that people are the organzation’s most precious asset and develops them through training, coaching, mentoring and assignment of responsibilities.

Vision: Leaders have a vision for the future and the overall direction needed for the organization to grow and prosper. The vision embraces what you want to become over the years, not just an extension of what you are now. Every major decision is taken with an eye to moving toward this vision.

objectives and timetables need to be altered.

Instills a Culture of Accountability: Sets organization and individual objectives and holds him/herself and the team accountable for achieving them. Listens: Listening builds a culture of respect and trust. Good strategic and operating decisions can only be made with good, current information. Has a Bias For Action: Leaders have a bias for action and making tough decisions quickly. Tough and Persistent: Sticks to their objectives and timetables. Makes the tough decisions on people and resource use. Leaders are, however, consciously flexible when conditions change and

How do you grow in areas that need improvement? Leadership is an art that can be taught in principle but grown only by observation of good leaders and personal practice. There are several ways of getting started on your growth path. learn the principles—read, take a training course, observe good leaders in action. 2. ask questions of other leaders. 3. join a group of small business owners that will discuss leadership and management matters. 4. find a mentor.

Finally find a leadership coach who can teach you the principles over time and coach you on how to implement them. Remember, when all is said and done, leadership is an art and, like all arts, the skill develops with practice.

No Virtual Gratification in a Touchy-Feely Rhode Island Market | STARTUPS

No Virtual Gratification in a Touchy-Feely by Lisa Marie Dwyer

Rhode Island Market Corporate entertaining is back! The President mentions lavish corporate parties in a speech and in a flash, they are gone! In this age where we video conference, telecommute, and email everyday, doing business has become mundane. Companies big and small have realized that overall, a conservative, yet solid corporate entertainment strategy remarkably improves the bottom line. In a distant computer communications world, people have found the need to move closer to work better together. It is an investment in people, and what those people will bring to your business. It will promise to make people take notice your company and it’s continually refreshed staff. It is sure to develop internal strategies, team build, network and aid in exploring and sharing new ideas.

prospective clients want to know that you will look after their interests Microsoft Corporation set an example years ago ensuring that their employees have down time with their “nap” program. Your events don’t need to be “nap time”, but could include internal refresher courses by bringing in guest speakers, or corporate advisors to keep staff up beat, and up to date with policies and any improvements or developments. A reward system could also be put into effect to support staff members that go that extra mile.

These events will definitely improve the morale, the loyalty and focus of your staff. A well timed event that has staff mingling with all corporate tiers and learning new things about themselves, and others, can have a profound impact on your company. Happy staff are productive staff, and a well designed event can deliver these results. Developing loyalty in your client base is particularly vital in the current economic climate. Prospective clients want to know that you will look after their interests and that your existing base is both loyal and steady. A well designed corporate event will give an excellent impression. Some of our most stimulating corporate events have included: Trade-biz shows, round table debates, competitive events with other affiliate companies, business lunches, dinner parties, presentations, seminars, theme parties, workshops, and our most recent grand opening event for Car Max, (a fortune 500 company setting an example). Their event was duly utilized as a competition for charity fundraising between local celebrity personalities! What fun the staff had…what a great trendsetter!

Having the Right Network Makes All the Difference Cisco’s Borderless Networks and Atrion SMB connect anyone, anywhere, on any device, at anytime. By linking together users, devices, and applications, you can connect securely and communicate more effectively. Contact Atrion SMB today at info@atrionsmb.net or by calling (401) 825-4422 to learn more about how they can provide highly secure yet flexible access to your business needs to stay competitive.

Welcome back people....please feel free to move about, shake hands and introduce yourselves!

Lisa Marie Dwyer

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www.risbj.com | volume one issue four

STARTUPS | What to Do on Your First Sales Call

A PROCESS, NOT AN EVENT: by Steve Gareau

When you’re just starting your sales career, most of your calls will be “first calls” on a customer. But even salespeople well advanced in their careers need to develop the skill of handling first calls well. That’s because you’ll always need to keep filling your sales funnel – building your customer base by getting to know new people and companies. So imagine you’ve arrived at the customer’s place of business for the first time. Don’t feel pressured by the need to sell or to get an order signed. Your purpose on the first call is “discovery of information” which you’ll use to put together some options you’ll present in the second call. Remember that this is a process, not an event! But first, make sure there’s nothing holding you back. Check yourself in the mirror. Hair and clothing neat and tidy? Shoes shined? No embarrassing bits of lunch left on your clothing? Good! Also be sure that you have your business cards and company literature ready. Come armed with a notepad to take notes, as well as an extra pen. Once you’re inside, take note of as much as you can about the business. Remember, on your first call, you’re there to introduce two things. One is who you are, and the other, who your company is. The conversation should always be on the light side, but listen carefully to what the customer is saying and isn’t saying. Your job is to look for gaps between the situation the customer has now, and what he or she wants it to be.

A Working Example It was an early spring day when I first visited a company called Dyna International. I drove to the address listed in the state business directory and asked the young woman on the front desk about who was responsible for working with external vendors such as my company. She directed me to Manny Silva, at Loading Dock 2. I walked over to that loading dock and asked a group of people there where Manny was. When Manny came forward, I saw that he was a well-dressed young man, with a take-charge attitude. When I reached out my hand to greet Manny, it was one of those moments – when you just know that it’s going to turn into a great working relationship. He gave me a tour of his company’s plant, which turned out to be a large, thriving operation employing 200 people making energyefficient cooking stoves that were used by McDonald’s, among other foodservice companies. Clearly, this was a prospect I was willing to invest time and effort to earn as a customer. So, I’d accomplished my objective for a first call – I’d met the

RISBJ | rhode island small business journal

What to Do on Your First Sales Call | STARTUPS prospect, developed an understanding of their needs, and outlined how my company might be of service to them. Perhaps most important, I’d built a level of trust with Manny in order to do business. I went one more step – made an agreement with Manny on the time for our next meeting – the following morning. After getting back in my car, my next action was to write down some of what I’d learned. Manny was from Portugal and had some problems with English, but he spoke Portuguese and Italian as well. He was well organized, using a numbering system for his documents. I also wrote that he was a family man, with a twoyear-old daughter, that he loved baseball, and that he was a great guy to work with. I also noted that his company had a need for my company’s services, and that someone from my company’s competition had been in to see him. However -- and this is a big “however,” – I had been the only representative to say I could make his job easier. Doing this made me the front-runner for Manny’s business. On my way home, I put into action my plan for meeting my promise to Manny, about making his job easier. I stopped in at a school supply store and picked up a corkboard, a map of the United States and a box of stick pins of several colors. With these props in hand, I was back at Manny’s door at the agreed-on time of 10:00 the next morning.

remember, sales is like baseball the more times at bat, the more opportunities to hit a home run…

I explained to Manny that I was going to show the location of the different vendors, each indicated by a different color of pin. That would help show Manny and his employees, many of whom didn’t speak very much English, which vendor would be best to meet his company’s needs, based on geography.

salesperson get ahead of the competition. That’s what happened with Manny, and this was the start of a long and rewarding friendship and business relationship. Not all sales calls are like this. But remember, sales is like baseball – the more times at bat, the more opportunities to hit a home run… and this was a grand slam!

What You Can Do Once away from the office, sit down right away – maybe just drive around the corner – and transfer what’s in your head and your notes while it’s still fresh. Note what areas you have in common, on which you can build a business relationship. Log everything you can think of that was positive or negative, so you and the customer can be comfortable in your next meeting.

In the story about Manny, four lessons stand out. 1.

It’s all about trust. How did I earn Manny’s trust so quickly? By offering to find a way to make his job easier, and then doing so. Instead of putting on the map pins representing just the company I worked for, I showed him where all our competitors were too. That willingness to share information, and to do it accurately and fairly, was a big step in the trustbuilding process.

2. Listen carefully to the prospect’s needs. 3. Know your own product or service to understand its position relative to the competition. 4. Know your competition as well as you know your own company – I was able to indicate the locations of all my company’s major competitors, so I could provide Manny with the information he would only be able to get from someone who really knew the industry. First calls are a chance to find new problems to solve and new ways to help companies and people. You’re there to develop some ideas on how they’ll use your product or service. Try to enjoy it and make a connection with your customer!

Manny’s eyes widened as I explained how to use the map. It wasn’t a high-tech solution, and maybe if doing this today I’d use a computer-based solution, but it met Manny’s need. Sometimes, just paying attention to your customer’s needs, and then providing a simple but effective solution, can help a

Steve Gareau Bridge Series Books www.bridgeseriesbooks.com

www.risbj.com | volume one issue four

STARTUPS | 5 Steps for Getting More Done in Less Time

1 2 3 4 5 STEPS FOR GETTING MORE DONE IN LESS TIME by Robert Beadle

Let’s face it - we live in a world of constant interruption. Interruptions and distractions are massive productivity killers. While it may feel as if you are being productive throughout the day when responding to e-mails, making phone calls, tweeting and going to meetings, you are really in what experts call “reactive mode.” However, we only make the real money during our proactive time. Here are some tips for reclaiming that lost time:

Exercise It may seem counter intuitive, but exercising first thing in the morning actually provides you with more energy, focus and mental clarity throughout the day. Exercise adds fuel to your reservoir of willpower and gives you the necessary boost to complete your most important and thought-intensive tasks. Add a balanced breakfast with protein to this routine and you may become unstoppable.

DO NOT check your e-mail first thing in the morning. Checking e-mail first thing is the morning triggers your “reactive mode,” and once you are in it, it is hard to pry yourself out of that condition for the remainder of the day. Experts suggest that maximum productivity can be achieved if you check your e-mail only twice a day - once at noon and once again at 4 p.m. If this is not possible, make sure the e-mail stays off until you first have accomplished your most important project.

Install a blocker on your Web browser.

Robert Beadle Northeast Public Relations, Inc www.northeastpr.com

RISBJ | rhode island small business journal

Are you curious about how much time you are burning with non-work related Web browsing? The Safari browser has an available plug-in called Waste No Time

which shows you which sites you have been viewing and for how long. The plugin also has a feature to block those sites which seem to suck you in for hours per week. You may also turn off your Web access for specified periods of time to remove your temptation to cheat. Other browsers have their own plug-ins such as LeechBlock for Firefox. Run a search on Google to find them.

Designate 50-minute blocks of uninterrupted productivity time. Buy a digital kitchen timer and set it for 50 minutes, which experts recommend as the optimal time to focus on a project in one sitting. Do not use the timer on your phone which will tempt you to become distracted. Next, turn off your phone and e-mail. Block your browser, unless these three conduits are essential to your task. Get water or coffee and a healthy snack and close the door to your office. Start your timer and work on your most important project until it rings or buzzes. Take a break (away from your desk) for 10 minutes. Repeat. Your first block of time should be devoted to your marketing, sales and new business projects. Marketing is your highest priority task because it is the one that ultimately brings in the money. Therefore get it done first thing every morning before you start your administrative tasks.

Train colleagues to know when you are busy and not to be interrupted. Inform colleagues that your early mornings are reserved for accomplishing your most important business and that you do not wish to be interrupted. There are very few things in this world that cannot wait an hour, so let go of your desire to respond to everyone immediately. Set up an e-mail auto-responder and your voicemail to politely remind people of your availability. After a few attempts to reach you, your colleagues will soon learn and adapt to your schedule. If meetings are unavoidable, try to schedule them in the afternoon.

Improving Rhode Island’s Business Climate | STARTUPS

IMPROVING RHODE ISLAND’S

BUSINESS CLIMATE As Speaker of the House, I am committed to improving Rhode Island’s business climate. Attracting jobs and getting more people back to work is an extremely high priority for the General Assembly. I know that nothing sends a stronger message when it comes to economic development than having a stable and predictable tax rate that is competitive with our neighboring states. That was the goal of the extensive income tax reform we enacted in the 2010 legislative session that became effective with the 2011 tax year. We reduced the number of tax brackets from five to three and lowered the highest marginal rate from 9.9% to 5.99%, while eliminating the flat tax for high earners. The law also increases the standard deduction for all taxpayers. The bill, sponsored by House Finance Committee Chairman Helio Melo and Senate Finance Committee Chairman Daniel Da Ponte, had the strong support of myself and Senate President Teresa Paiva Weed.

we are doing what we can to become a more business-friendly state

The legislation simplified the state’s income tax system, making Rhode Island a more attractive place to live and do business, while at the same time attempting to attract top talent and highwage earners. It sent a message to other states that Rhode Island is aggressively trying to seek new businesses, create job opportunities and move our economy in a positive direction. Until we more carefully review how these tax changes are working over a period of years, I can not support any efforts within the General Assembly to raise the income tax on high earners. The changes in the income tax structure seem to be benefitting most Rhode Islanders, as was the intention. Through the end of March, Rhode Island has refunded 6.5% more in income tax returns than the same period last year. And the average refund is up 10.1% -- from $467 last year to $515 this year. Combined with other bills we have passed in recent years to streamline our regulatory and permitting process, we are doing what we can to become a more business-friendly state.

Gordon D Fox

When it comes to the sales tax, I have consistently stated that raising taxes should be a last resort. While we gave Governor Chafee an opportunity to make his case before the House Finance Committee as to why he wanted to increase the meals and beverage tax by 2% -- from 8% to 10% -- we listened closely to the complaints of those within the hospitality industry and the business community in general. I talked with many of my House colleagues and they opposed the tax proposal as well. I asked the House Finance Committee to take that proposal out of the budget the General Assembly will adopt for the next fiscal year, which goes into effect July 1, 2012. The hospitality industry, which is a very important sector of our economy, made a strong case against this proposed tax increase. I also felt the proposal would hurt the hard-working service industry employees who might see their tips reduced because patrons are forced to make a choice between paying more taxes and leaving a decent tip. This is just another example of how we listen carefully to the voice of those who work in the business community. Last year, probusiness advocates came out in record numbers to testify against the Governor’s sales tax proposals – almost all of which we eliminated when the final budget was adopted. I certainly appreciate the support of the business community on efforts to keep Rhode Island’s taxes stable, and I encourage you to continue to speak out to me and other members of the General Assembly. We are listening.

Speaker, Rhode Island House of Representatives

www.risbj.com | volume one issue four

FEATURED CITY | Pawtucket

Pawtucket is a Welcoming Home for Small Business 71,148 1671 1886 9.00 sq mi

Population Founded as Town Incorporated as City Area

Mayor Donald R. Grebien First may I welcome Rhode Island Small Business Journal to our business media landscape. Your publication offers an important and much needed new focus on the small businesses in our state and what they need to succeed in this highly competitive era so they can create jobs and help their businesses, and our economy, to grow. It was in 1925 that President Calvin Coolidge said, “The chief business of the American people is business.” Today that remains especially true for our small businesses in Pawtucket, which make up the overwhelming number of the more than 3,000 businesses we have in our city. Small business people are independent at heart and entrepreneurial in spirit. What they seek from any local government is a clear and responsive regulatory landscape so they can avoid any unnecessary red tape and go about their business as efficiently as possible. That’s why, even before my administration took office, we announced a “Welcome Mat” program to smooth the way for the businesses we already have and want to see grow, and to assist new businesses looking to enter the city. The basic idea is not new but it needed new energy to get our various city departments back on the same page.

RISBJ | rhode island small business journal

In a word, what our business climate probably needed most at the time was what amounted to a breath of fresh air: a committed business-like approach on the part of the city itself toward helping our businesses to succeed. Every week, officials from our Fire, Zoning and Planning departments gather for a meeting that any business can attend for one-stop access to key decision makers who can smooth their way through the regulatory process. Besides being simply the right thing to do, it’s no secret that, especially in an extremely challenging economy, helping businesses become more viable also results in boosting the tax base, which is good for everybody. To attract significant investment requires investment of its own. That’s why, for the first time in years, we designated an economic development coordinator to work with companies that are looking to

do business in Pawtucket or exploring potential for growth and development. Our Planning and Redevelopment Department, with its extensive links to resources and knowledgeable staff, also remains a great resource. Our Redevelopment Agency can also provide loans to small businesses for building purchase, equipment, working capital and relocation assistance. Our hard work has begun to pay off. A long vacant space downtown is now occupied by the Cresta Italian restaurant, thanks to entrepreneurs from the Boston area who saw the potential here. The High Jinx Brewery, whose principals are also from Massachusetts, will open this fall to market its craft beers from a facility taking advantage of Pawtucket’s state-ofthe-art water filtration plant. Less publicly known, The Bucket Brewery is already renting space in a mill on Mineral Spring Avenue for the artisan crafted beers it will ultimately sell wholesale. Besides what assistance municipal government can lend business-bybusiness, we also have a larger role to play to improve the overall tax and business climate and boost job growth. My administration supported the recent five-year renewal of our Enterprise Zone tax credits for businesses that create local jobs. We have also taken a leading role in advocating with state regulators and

Pawtucket | FEATURED CITY

should be noted we still have more than 180 manufacturers in the city, several of them world-class. The evolving economy has seen Shri Yoga take over a major building downtown, and Ocean State Bikram start a yoga studio on Mineral Spring Avenue. Wildflower Vegan Bakery has blossomed in a plaza bordering the East Side.

at the General Assembly for legislation to restore those credits to the LLC, LLPs, C corporations and the like that were formerly eligible for them statewide. We also recently testified in support of a bill that would restore historic tax credits, which before their suspension led to major rehabilitations of historic mills, including several in Pawtucket, for residential and mixed use and which we believe would quickly rekindle that kind of redevelopment. Thanks in good part to mill rehabs, Pawtucket for over a decade now has been making a regional and even national name for itself by fostering businesses involved in the Creative Economy. In more recent months we have seen architectural design firm Lerner Ladds Bartels take over long vacant mill space downtown. Hope Artiste Village, in a mill not far from the East Side of Providence, now boasts more than 500,000 square feet of rehabbed space occupied by more than 80 small businesses including graphics firms, video producers, custom jewelry designers, coffee shops, The Met music venue, restaurants and the new and cleverly named French Tarte bakery.

Then there is the Culinary Arts Initiative announced earlier this year by the private, nonprofit Charles & Agnes Kazarian Foundation, which I strongly support and which could mean building rehabs, new jobs and the kind of excitement that attracts talented new people to our city. As we create the small businesses of the future, we would also do well to look to our historic past. That’s why my administration,

much improve our access to the major urban areas of Providence and Boston, making our lower-priced commercial real estate more accessible. One thing I have learned is that, especially when it comes to economic development, no one can afford to go it alone. My administration has worked closely with the Chafee administration, including on a small business summit that attracted standing-room attendance, and the state Economic Development Corp. to assist small businesses. In June, we will be hosting our own business summit, in conjunction with the Northern Rhode Island Chamber of Commerce and The Pawtucket Foundation, whose new website, experiencepawtucket.com, has quickly become a valuable marketing tool to boost the business climate in the city.

small businesses remain the lifeblood of our local economy among many others from all walks of our economy and our community, is lending our full support to the bid by Slater Mill to become a national park, with the valuable economic spinoffs it would bring.

Like communities everywhere, Pawtucket must continue to cope with the worst extended economic climate since the Great Depression. But tough times are no reason to stand still.

Pawtucket’s small business economy has, throughout its history, been driven by its location on the Blackstone River, where old buildings, including one newly home to an art gallery, are again beginning to attract interest from far and wide. The rebuilding of I-95 in Pawtucket, once completed in a year or so, promises to

In fact, quite the opposite: It is only by the city continuing to work actively with our business and community partners, especially the small businesses that remain the lifeblood of our local economy, that we will find our way to a better economic future. Now more than ever, their business is truly our business as well.

These artists, artisans, and other professionals are not your grandfather’s Pawtucket, which thrived on industrial manufacturing –and its highly skilled and innovative craftsmen -- although it www.risbj.com | volume one issue four

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EVENTS | Networking and Workshops 30

Wednesday May 30th Marketing with Stories… How to create buzz and gain mind share through the power of stories Rhode Island Small Business Recovery Program 9:00 to 11:00 AM Centerville Seminar Center 875 Centerville Road, Building 2, Suite 5, Warwick, RI Wednesday May 30th How to increase your One on One Sales… The road warriors pathway to sales growth Rhode Island Small Business Recovery Program 2:30 to 4:30 PM Centerville Seminar Center 875 Centerville Road, Building 2, Suite 5, Warwick RI Thursday May 31st Social Media Marketing for International Trade RI Small Business Development Center 8:30 AM to 12:00 PM RIEDC RIEDC American Locomotive Works Development Building, Providence, RI

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Thursday May 31st LinkedIn Means Business RI Small Business Development Center 8:30 AM to 12:00 PM RIEDC American Locomotive works development building, Providence, RI

Thursday May 31st Losses & Fraud RI Small Business Development Center 6:00 to 9:00 PM Johnson & Wales University Taco Building Providence, RI

Friday June 1st How to Write Re-Write a Resume North Central Chamber 8:00 to 10:00 AM Goodwill Industries of RI 100 Houghton Street, RI

Friday June 1st First Friday Coffee with OLLI Southern RI Chamber 8:00 to 9:00 AM 210 Flagg Road, Kingston, RI

MAY 30

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RISBJ | rhode island small business journal

Networking and Workshops | EVENTS 01

Friday June 1st Time Management Secrets For Small Business Owners: How To Boost Your & Your Employee’ Productivity RI Small Business Recovery Program 10:00 AM to 12:30 PM Centerville Seminar Center 875 Centerville Road, Building 2, Suite 5, Warwick Monday June 4th Creating your roadmap to Success: writing your business plan RI Small Business Development Center 6:00 to 9:00 PM Woonsocket Harris Public Library 303 Clinton Street, Woonsocket, RI

Tuesday June 5th Out of the Box Networking 5:00 to 7:30 PM Chelo’s Waterfront 1 Masthead Dr, Warwick

Tuesday June 5th Renewable Energy Law Seminar RI Small Business Development Center 8:00 to 10:00 AM Northern RI Chamber Lincoln, RI

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Tuesday June 5th Coffee Connection Central RI Chamber 8:00 To 9:00 AM Eleven Forty Nine Restaurant 1149 Division Street, Warwick

Tuesday June 5th Social Media Marketing Made Simple Southern RI Chamber 9:30 to 11:00 AM 230 Old Tower Hill Road, Wakefield, RI

Tuesday June 5th Rhode Island Small and Emerging Contractors Development Program RI Small Business Development Center 6:00 to 9:00 PM Larry Friedman International Center for Entrepreneurship, Taco Center 10 Abbott Park Place, Providence, RI Wednesday June 6th Evening at McCoy with Central RI & Northern RI Chambers Central RI, Northern RI Chambers 5:00 PM McCoy Stadium 1 Columbus Avenue, Pawtucket

Thursday June 7th Speed Networking Northern RI Chamber 8:00 to 9:30 AM Special Olympics Rhode Island 370 George Washington Highway, Unit 1, Smithfield, RI

Tuesday June 12th QuickBooks Pro Series Northern RI Chamber 8:00 to 10:30 AM Northern RI Chamber 6 Blackstone Valley Place Suite 402, Lincoln, RI

Thursday June 7th Time Management Seminar Northern RI Chamber 8:30 to 10:30 AM Northern Rhode Island Chamber of Commerce 6 Blackstone Valley Place Suite 402, Lincoln, RI

Tuesday June 12th International Trade Webinar: Dominican Republic & Panama, Best Prospects and Mktg. Opportunities RI Small Business Development Center 2:00 to 3:30 PM

Thursday June 7th Business Networking and Sex (not what you think) Presented by BNI Southern RI Chamber 5:30 to 8:30 PM Johnson and Wales INN 213 Taunton Avenue, Seekonk, MA

Wednesday June 13th Networking at Night to Crickets Restaurant Northern RI Chamber 5:00 to 7:00 PM Cricket’s Restaurant 280 George Washington Highway, Smithfield, RI

Monday June 11th Uncle Jay’s Monday Night Networking 5:30-7:30 PM Dragon Palace 733 Kingstown Road Wakefield

Wednesday June 13th Network @ Noon Narragansett Chamber 12:00 to 1:30 PM Twin Willow Restaurant 865 Boston Neck Road, Narragansett, RI

www.risbj.com | volume one issue four

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EVENTS | Networking and Workshops 13

Wednesday June 13th Business After Hours Networking at Main Street Wellness East Bay Chamber 5:30 To 7:00 PM Main Street Wellness 458 Main Street, Warren, RI

Wednesday June 20th Networking Business After Hours sponsored by Tamarisk Central RI Chamber 4:30 To 7:30 PM Tamarisk Assisted Living 3 Shalom Drive, Warwick

Thursday June 14th Dept of Labor and Training Free Workshop: Work Force Assistance for Local Businesses East Bay Chamber 9:00 AM Dept of Labor and Training 1511 Pontiac Ave. Cranston, RI

Wednesday June 20th Business After Hours at Meadow Brook Inn Southern RI Chamber 5:00 to 7:00 PM Meadow Brook Inn 168 Carolina Back Road, Charlestown, RI

Friday June 15th Exploring Self Employment: Pre-Venture Clinic RI Small Business Development Center 8:30 to 10:00 AM Central RI Chamber of Commerce Slades Business Center, Warwick, RI

Thursday June 21st Eggs and Issues Northern RI Chamber 7:50 to 9:15 AM Kirkbrae Country Club 197 Old River Road, Lincoln, RI

Wednesday June 20th Speed Mentoring RI Small Business Recovery Program 9:00 - 11:00 AM Centerville Seminar Center 875 Centerville Road, Building 2, Suite 5, Warwick, RI

Thursday June 21st Applying the Law of Attraction in Your Workplace East Bay Chamber 6:00 PM To 8:00 PM East Bay Chamber Community Room 16 Cutler Street, Suite 102, Warren

Friday June 22nd Starting & Running Your Own Business: Legal & Tax Questions Do You Know The Answers? Southern RI Chamber 8:00 to 9:00 AM 230 Old Tower Hill Road, Wakefield, RI

Wednesday June 27th Evaluating a Business Purchase Opportunity to Whatâ&#x20AC;&#x2122;s in the Special Sauce? Rhode Island Small Business Recovery Program Time: 9:00 to 11:00 AM Centerville Seminar Center 875 Centerville Road, Building 2, Suite 5, Warwick RI

networking

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be sure to visit isupportsmallbusiness.com to view all updated and current events and workshops for this month JUNE

RISBJ | rhode island small business journal

SBA SEEKS APPLICATIONS FROM INVESTMENT FUND MANAGERS FOR ITS NEW EARLY STAGE CAPITAL PROGRAM Mark S. Hayward Rhode Island District Director U.S. Small Business Administration

The U.S. Small Business Administration is inviting experienced early stage investment fund managers to apply for licensing as Early Stage Innovation Funds as part of SBA’s Small Business Investment Company capital investment program.

As part of the Start-Up America Initiative, SBA intends to commit up to $1 billion in SBA guaranteed leverage over a five-year period to selected Early Stage Innovation Funds using its current program authorization.

Licensed Early Stage Innovation Funds can receive SBA-guaranteed funding to match their privately raised capital up to a maximum of $50 million. Early Stage Innovation Funds must invest at least 50 percent of their investment dollars in early stage small businesses.

High-growth potential, early stage companies commonly experience a gap in the availability of funding between $1 million and $4 million levels. This gap is often referred to in the venture capital industry as the “Valley of Death.” Since January 2006, less than 10 percent of all U.S. venture capital dollars went to seed funds investing at those levels, and 69 percent of those dollars went to just three states: California, Massachusetts, and New York.

“This initiative is intended to promote American innovation and job creation by encouraging private sector investment in early stage small businesses,” said SBA Administrator Karen Mills. “Early stage small businesses face difficult challenges accessing capital. At the same time, in this financial climate, venture capital funds are finding it difficult to raise money from institutional investors. By licensing and providing SBA financial backing to Early Stage Innovation Funds, we hope to expand entrepreneurs’ access to capital and encourage innovation as part of President Obama’s Start-Up America Initiative launched last year.”

The Early Stage Innovation Fund initiative will target this gap by licensing and guaranteeing leverage to funds focused on early/seed stage investments. SBICs are privately-owned and managed investment firms that are licensed and regulated by SBA. SBICs use a combination of funds raised from private sources and money raised through the use of SBA guarantees to make equity and mezzanine capital investments in

small businesses. There are nearly 300 SBICs with more than $17 billion in capital under management. A final rule, effective April 27, 2012, was published in the Federal Register at www.gpo.gov/fdsys/pkg/FR-2012-0427/pdf/2012-10120.pdf. It sets forth regulations for Early Stage Innovation Funds with respect to licensing, capital requirements, distributions, and capital impairment among other things. More information on the Early Stage Innovation Fund initiative and the regulations governing these SBICs may be found at www.sba.gov/inv/earlystage. For more information about the SBA’s Investment Division, SBIC program, Impact Investment Initiative and Early Stage Innovation Funds, go to www.sba.gov/INV. The web site offers much useful information including segments for: SBIC Applicants, SBIC Licensees, Private Partners & LPs, and Entrepreneurs & Small Business Owners. The site also includes useful SBIC forms, up-to-date news and reports, and detailed information and descriptions of the Impact Investment Initiative and Early Stage Innovation Fund.

www.risbj.com | volume one issue four

t r a t s o t where >

All across the country, there are young men and women dreaming of opening their own business. Some are looking to start the next social media phenomenon, while others are focused on a business idea that fills an important niche on their campuses and in their communities.

The Small Business Administration has the tools and resources these entrepreneurs need to succeed. At the SBA we know that young entrepreneurs are a valuable source of American innovation and long-term growth. To assist more young entrepreneurs, we have launched our Young Entrepreneur Series (YES). It provides an opportunity for young entrepreneurs to hear from SBA leadership about best practices in building their companies – and what resources are out there to help them navigate the start-up and growth of their companies. SBA’s Deputy Administrator Marie Johns recently completed a five-city Young Entrepreneur Series (YES) tour, and we now are building on that with a comprehensive campaign to reach more young entrepreneurs.

I recently attended a YES event at Eastern Connecticut State University in Willimantic, Connecticut. This event, as well as the one at the University of New Hampshire in Manchester, offered an opportunity to meet and hear from young entrepreneurs who shared their stories with young adults and business owners. What we’ve learned through our outreach efforts is that young entrepreneurs have different sorts of needs – they’re not just online and mobile; they’re starting different kinds of businesses while working out of cafés or even dorm rooms. As a result, we’ve launched a new set of online tools with links to resources and online courses geared specifically toward young entrepreneurs at http://www.sba.gov/content/youngentrepreneurs. The new SBA online community also puts articles and advice from tens of thousands of small business owners and entrepreneurs just like you at your fingertips. You can join us at www.sba.gov/community. In addition to our YES program, we have many tools available for young entrepreneurs. We like to call these our “three Cs”: capital, contracting, & counseling. We provide a government guarantee on SBA loans that are given by banks and credit unions to increase access to capital; opportunities for small businesses in federal contracting (including special efforts for women, veterans and disadvantaged businesses); and we offer counseling and training to over a million aspiring entrepreneurs each year.

Robert H. Nelson Acting New England Regional Administrator

RISBJ | rhode island small business journal

In terms of access to capital, one great example is SBA’s microloan program. It provides low-cost, low-dollar loans to entrepreneurs and small business owners who need a small infusion of capital to start or expand their businesses.

As you build your business, SBA resource partners like SCORE, Small Business Development Centers and Women’s Business Centers are here for you to provide mentoring, coaching and advice for every stage of your business, from starting up and writing a business plan, to access to capital and expanding your operation. SBA is dedicated to educating young entrepreneurs, connecting them to each other and other successful business owners and providing better access to tools, resources and information on starting, growing and managing a business. But no matter where you are, how old you are, or what your business is, SBA has resources to help you grow your business. You can get in touch with your closest SBA district office or resource partner at www.sba.gov/ direct.

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ENTREPRENEURS 22

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Don’t Settle for an IT Vendor | SMALL BUSINESS edc_bbri_ad_final.pdf 1 1/13/12

Don’t Settle for an IT Vendor,

Seek Out a “TRUSTED ADVISOR”

by Charles L. Nault Chairman of the Board, Atrion Networking Corporation

IT is an indispensible element for many small businesses, so it’s imperative to find an IT partner for your company who will do more than just show up when something’s broken. But we’ve all heard (or experienced!) IT horror stories, and as a result you may have given up hope of ever finding a truly trustworthy IT partner. But don’t settle! Keep looking because the right IT integration expert will understand both your network and your business, and thus will be able to advise you on which technologies are the right ones for you. But how will you locate a systems integrator who is best suited to become your trusted advisor? Here’s how: Your integrator’s size should fit your company. We’re talking about a tight partnership here, so if yours is a very small company, don’t engage a firm that’s overly large. If you do, you’ll be insignificant to their business.

Check up on references, and not just from the vendor’s top clients. Ask for manufacturer as well as customer references. Give ample weight to what you learn from each.

Check your IT integrator’s certifications. Check too the number of implementations they have done involving the kind of solution(s) you need.

CMY

Investigate partnerships. No company can do it all, so how will your IT vendor fill the gaps? Your IT advisor must be confident enough in its own abilities to forge strong relationships with other companies who can do what your advisor cannot. Assess if your trusted partner makes knowledge transfer a priority, i.e., is this vendor is willing and able to educate your staff on what they need to know in order to do their jobs? Also, ongoing support is crucial. More technical eyes than just yours must be watching over your new network and gathering the requisite performance information. Overall, your trusted partner must (1) clearly understand your business and every aspect of what it provides to your company, and (2) be ready to provide tailored ongoing support. A trusted partner that fills these criteria will likely support you and your company’s needs. Then IT can truly become a genuine strategic advantage for your firm, now and in the future.

www.risbj.com | volume one issue four

12:55 P

I have never forgotten that moment, and how these simple words impacted the way I think about corporate culture. The link between market penetration, customer satisfaction, employee satisfaction and business valuation begins by looking at the current design of your business, and considering options for its redesign. It all starts with embracing the concept of a plan. I actually do not like to use the term “Strategic Planning” because it conjures up an image of a big thick document that costs a lot of money to develop, and usually finds its way to the bottom of a desk drawer in short order, never seeing the light of day again. We are really talking about strategies and tactics that will facilitate market penetration, and these can be initially set forth on 1-2 pages. A market penetration program is not just based on sales/ marketing modifications alone. There must be a strong corporate cultural element that will result in a program that is both effective and sustainable. Culture is a word that most presidents avoid discussing, because it almost always means that they must address modifying their own behavior. Rank cannot have its

I can recall the question, and follow-on statement, as if it were yesterday. I was an invited guest to a seminar for corporate presidents. There were 20 executives in the room, and their companies ranged in size from several million dollars to over $20 million. Max Carey, the speaker for the program, is recognized as one of America’s leading sales and marketing experts. He was a record setting defensive back for Columbia University, a Top Gun naval aviator in Vietnam, and founder of CRD, a company once listed on the Inc 500 List as one of the fastest growing privately held companies in the US. He has authored several books, earned many awards throughout his career, and is now a much sought after speaker for programs such as the one I attended. After recounting some of the highlights of his storied career, he asked this question of the attendees ... “By a show of hands, how many of you are NOT satisfied with way your business is running, and feel that there is a lot of room for improvement?” As you might expect, everyone’s hand when up. He then looked at the group, pointed a friendly accusatory finger at everyone and said ... “I want you to listen closely to what I am about to say. Your business is running exactly the way you have designed it to run. If you are not satisfied with the way your business is running change the design. If you change the design, behavior will follow!!!”

RISBJ | rhode island small business journal

privilege if any culture change is expected to be sustainable. Einstein’s statement about “insanity is doing the same thing over and over again and expecting different results” is the mantra for the vast majority of immobile corporate cultures. The most important goal for business owners is to make a profit. Perhaps owners longer term goal is to accumulate enough wealth to be able to retire comfortably. This is a reasonable goal for the risks, and responsibilities, taken by the owner to start a business. A real win for the business owner should be expected, but not at the expense of customers, employees, and other stakeholders. Optimization of market penetration, customer satisfaction, employee satisfaction and business valuation better assures the win/win for all stakeholders. Also, the ability to design and implement a high performing sustainable business culture has real value before and after any business transition event. The cornerstone for any president that is considering changing the design of his/her business is the ability of a company to differentiate itself from competition. Companies usually describe their product offering as the product, or service, that the company was founded on to deliver. For Dunkin Donuts it is selling donuts and coffee, for Ford it is cars, for plumbers it is plumbing services, and so on.

Not Happy With The Way Your Business Is Running | SMALL BUSINESS

You can call this the “Google Listing” description of your business. In most cases it is very difficult to differentiate your product on this attribute alone. The Xerox copier in the early 70s created a windfall for the company because of its unique product value. Netflix changed the way we look at getting movies, and has resulted in Blockbuster becoming a 5000 pound dinosaur. Coleco’s Cabbage Patch Kids were so unique that parents would pay significantly more than list price to have one under the Christmas tree for their daughters in the late 80’s. And for those old enough to remember the Pet Rock in the early seventies, who would ever think that someone would put a rock in a box and sell it for $4 ... $18 by today’s standards. Gary Dahl sold millions of rocks, millions!!! Most of our companies can only wish we had such a unique “Google” product, but these types of highly differentiated products are few and far between. Most companies offer more “commodity type” products and services, making differentiation at the “Google Listing” level problematic.

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I suggest looking at your company’s total product offering from the customer’s vantage point, and consider your total corporate output, or customer touch points, as the new definition of your product. This broader product definition embraces all your customer’s needs, wants and complaints much more holistically.

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Redefining your product offering in this manner provides the company with many more opportunities for differentiation that go way beyond the core product the company was established to provide. Quality....If you want a quality product in the manufacturing world, you must measure, and the QC Lab performs that function. Carrying this to the strategic level, if you want a quality company you must measure the total corporate output of your company, not just the elements of the Google Listing. This new definition now becomes the product around which you will build your corporate image and brand. This new product definition can best be summed up as “The Customer Experience”. Your company is in the customer experience business.

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www.risbj.com | volume one issue four

SMALL BUSINESS | From Change to Transformation

understanding how people change the 3 stages to transformation by Jeffrey Deckman

The mere thought of “Change” causes many people more fear than almost anything I can think of, except perhaps death, public speaking and someone from the government showing up with an offer to help. But, I submit that the reason people fear change is because they see it as a destination as opposed to what it really is. Change is simply the first step in an evolutionary process, which in time, becomes the new normal. This month’s article is going to provide a unique perspective and some new paradigms on this subject. It will identify the 3 specific stages that people and/or organizations must always go through as they transform themselves to adapt to the newly emerging conditions and situations unfolding around them. Understanding these dynamics of transformation has helped me greatly when working to help people and organizations re-design, reboot and transform any aspects of themselves, including myself. Hopefully they will help you too. Paradigm Shift: I will start out by arguing against the myth that people fear change. Believing that people naturally fear change is not only a limiting presumption but it is simply not true. And I can prove it.

RISBJ | rhode island small business journal

If you decided to buy a new car today would the thought of changing your old car for a new car scare you? I think not. What if you just got that promotion you were working so hard to get? Would that strike terror in you? Or, how about hearing that your salary is being “forcibly changed” upwards by 25%! Would you hide in bed the next day? Obviously not. Unless you were nursing a celebratory hang over!

change is the end result of an event or an intervention The point is that we don’t fear change. What we fear is that which we fear will result in a decrease in stability or security.. So, FDR was right. What we fear, in actuality, is FEAR itself. The reasons for fear are many but the truth is evolution hardwired for fear as a survival mechanism. Thanks goes to the Amygdala.

The Importance of Communication With that being understood it is easy to see that effective Communication is a major component that determines how quickly people and organizations adapt to change. But it is important to remember that communication does not mean simply talking. Studies have shown that only 7% of our communication comes from the words we speak. Another 35% is in the tone we use and the remaining 57% is via body language. There is a lot which impacts how we communicate. Effective communication is also not just communicating your side of the story, it is bi-directional. The way to achieve true communication is best described by Steven Covey, who is perhaps the world’s foremost expert on the subject. He tells us to “First seek to understand and then seek to be understood.”

At the core of all of this is the fact that we fear anything which we don’t understand that we perceive may threaten us.

What is required to understand someone is to first create a safe zone for them to express themselves and encourage them to do so. Understand that their concerns are valid to them, allow them to express these concerns and then LISTEN!

So it stands to reason the more we understand the “Change process” the less we will fear it. So let’s get to it.

By the way, simply being quiet while the other person is talking is not listening. To really listen requires that you engage them

From Change to Transformation | SMALL BUSINESS in a dialogue to insure that you understand them. (This is called Active Listening) Even if you do not share their concerns seek to understand them as it is in that understanding which you will find the keys as to how to best address their concerns. The Importance of Trust If you are going to attempt to effectively communicate you must first understand that there is no Communication without Trust. If you are talking to someone and either of you don’t trust the other there is no effective communication taking place. There is only positioning and limited honesty. “Seeking to understand” quickly establishes that you care about the other person and that builds trust. As trust grows so too grows the level and quality of your communication. They are directly linked together. Another way to build trust is by being tactful and respectful in your communications. If you are careful with your words and are considerate you will find that people will react much in the same way back to you. However, never underestimate another person’s ability to detect when, and if, you are being disingenuous. We all have a sixth sense about that and while you may be saying all the right words if you aren’t

being truthful either your tone or your body language will betray you. As you can see gaining someone’s trust is complex. In fact I would argue that it is so complex that you shouldn’t even attempt it if you aren’t completely serious about earning it. The 3 Stages that lead from “Change to Changed” So far we have been setting the stage for change to occur. This next part will briefly describe the 3 stages that people, and organizations, go through as they evolve from being unsettled about a change to settling into it.

The 3 stages of this evolution are Change, Transition and Transformation. Change: This first step can be defined both as a situational phenomenon that may sometimes be temporary as well as what the person feels hey are being called upon to do; for instance, when a situation changes people are then called upon to change. Situational change refers to any number of “newness” elements ranging from a departmental shift to the appointment of

out of the box thinking lending

a new boss. Changing events are seen as external to us and are reflective of a shift in our environment. Yet changes in people are always internal first and they challenge us to shift our consciousness if we are to adapt. Change is the end result of an event or an intervention. People’s typical initial response to change is reactive, sporadic and unpredictable. It is a time of uncertainty of conditions and a period of unpredictability in people. Transition: This next step refers to people’s evolving response to Change. It refers to the psychological adaptation and early acceptance to a changed environment. This process pertains to the shifting “hearts and minds of employees. It is in this mental state of Transition where employees are deciding to “let go” of old ways and begin embracing a new way. continued on page 69

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SMALL BUSINESS | Is Your Website Still Sporting “The Rachel?”

IS YOUR WEBSITE STILL SPORTING “THE RACHEL?” by Adam Harvey

Remember that hairstyle, dubbed “The Rachel” that all the ladies were wearing back in the mid-90’s? It’s from when Friends was a hot TV show, and everyone wanted to look like Jennifer Aniston’s character, Rachel Green. It was a cute haircut, don’t get me wrong, but it’s sooo 1994! I’ve been noticing a lot of websites out there of that same vintage that are still sporting the Internet version of “The Rachel.” We have got to do something about this, people! Once your website has been designed, it’s not done forever. Trends change and new

technologies become available. Maybe the nature of your business has evolved over the years. Whatever the deal is, it’s important to make sure your website is current so you can stay competitive.

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While you do this step, try not to be emotionally attached to things. You might actually find elements of your site that you still love, but if they’re not working for you, you’ll need to let them go. This happens to folks a lot, so don’t feel bad if you find yourself having an unexpected emotional reaction to the changes you’re planning. Someone should start a support group…

But before you pick up the phone and call someone to re-design your website for you, there are some things you should think about beforehand since designing a website involves a lot of decision making. Here’s a handy list of some things you’ll need to have worked out before your first design meeting. Consider it a cheat sheet to make you look like fantabulous.

Is your copy SEO friendly? Is your content Search Engine Optimized with lots of keyword goodness? You want to make sure your copy is spiderable, meaning that search engines can pick up on key words throughout your content when someone does a search. Another thing to look at is whether your copy matches the right tone and has messaging you’re happy with. What has changed about your business that needs to be reflected in the copy?

What are your goals for your new website? The goals you write out will be what drives your project so be thorough and clear. • What do you want to accomplish with this new design? • Do you want better functionality, cleaner design, improved SEO? • Would you like some fresh content that includes new services or products?

Is your coding old? Not only can older websites look a little outdated, some of them don’t work very well. Some older sites can be very slow to load, while others don’t work with new Web browsers like Google Chrome. Older table based HTML code is slow and clunky compared to new CSS, and it’s not as good for SEO.

What does and doesn’t work about your existing site? Take a look at your current website from a user’s perspective.

What do you like about the functionality? • Is it user friendly? • Are there things about it that frustrate you? There are probably some elements of your site that work great and some that don’t. As you look through, keep your goals in mind too. Does this site help you reach those goals? •

While you’re having your overhaul done, would you like to have a Content Management System that allows you to make updates to your site yourself? These are all really good things to think about. It’s not all about messaging and aesthetics!

Employee Bus

iness Expense

How are people using your site? Are your customers accessing your site from their mobile devices? If that’s the case, you’ll want to think about making your new design responsive, which means that it can be viewed from many different kinds of devices like phones, tablets, or home computers. Do people like to interact with certain elements of your website? If so, maybe gamification is an option to make your site even more interactive and keep customers coming back to earn points and special rewards for their loyalty.

Once your website has been designed, it’s not done forever. Trends change and new technologies become available. Study your website analytics to help you understand how visitors are finding you, and what they’re doing once they’re there. This will help you get a clear picture of how people are interacting with your site and what changes you need to make so that their experience is fun and engaging. There are many other things to consider too, but these are some good ones to help you get started. Remember that making the transition form your old site to your new one is a process that shouldn’t be rushed. Just keep your goals in mind while you’re planning and your new website will be amazing! Adam Harvey GLAD WORKS www.gladworks.com

Some employees may be able to deduct certain work-related expenses. The following facts from the IRS can help you determine which expenses are deductible as an employee business expense. You must be itemizing deductions on IRS Schedule A to qualify. Expenses that qualify for an itemized deduction generally include: Business travel away from home Business use of your car Business meals and entertainment Travel Use of your home Education Supplies Tools Miscellaneous expenses You must keep records to prove the business expenses you deduct. For general information on recordkeeping, see IRS Publication 552, Recordkeeping for Individuals available on the IRS website at www. irs.gov, or by calling 1-800-TAXFORM (800-829-3676).

If your employer reimburses you under an accountable plan, you should not include the payments in your gross income, and you may not deduct any of the reimbursed amounts.

An accountable plan must meet three requirements: You must have paid or incurred expenses that are deductible while performing services as an employee.

s | IRS TAX TIP

e e y o l p m E ness Busi nses Expe -54 IRS

p 201 i T x a T

You must adequately account to your employer for these expenses within a reasonable time period. You must return any excess reimbursement or allowance within a reasonable time period. If the plan under which you are reimbursed by your employer is nonaccountable, the payments you receive should be included in the wages show n on your Form W-2. You must report the income and itemize your deductions to deduct these expenses. Generally, you report unreimbursed expenses on IRS Form 2106 or IRS Form 2106-EZ and attach it to Form 1040. Deductible expenses are then reported on IRS Schedule A, as a miscellaneous itemized deduction subject to a rule that limits your employee business expenses deduction to the amount that exceeds 2 percent of your adjusted gross income. For more information see IRS Publication 529, Miscellaneous Deductions, which is available on the IRS website at www.irs.gov, or by calling:

1-800-TAX-FORM (800-829-3676)

www.risbj.com | volume one issue four

SMALL BUSINESS | Matchmaker…Matchmaker…

…matchmaker

…MAKE ME A MATCH! by Nancy Thomas President, Tapestry Communications

Do you have a social responsibility plan at your company? Is it one of your ‘best practices’ to include support for a local nonprofit organization in your PR and marketing plan? And – does it include involvement by your employees? If it doesn’t, it should. The rewards are exponential. The cost is minimal, when viewed in comparison to the advertising dollar. Long has passed the day when placing an ad in a newspaper would bring customers in your door. You must work much harder for that customer – there is more competition, and what works today in marketing is truly a moving target. But this one thing – a social responsibility plan – finding a great nonprofit cause – and marrying it – well, it can reap great rewards for YOU – while helping a legitimate cause of interest to you, and so very much in need of your ‘hand in marriage’. Nonprofits consider it best practices to have upfront costs of an event or program covered by corporate sponsors. This allows them to tell their individual donors that close to 100% of their dollar goes right to where it should go – services and programs, not ancillary costs. This type of corporate philanthropy is literally crucial today for charitable success. It is considered a professional standard of practice, particularly for large events with considerable upfront costs, such as food, printing, etc. Next time you receive a request, I suggest you stop and not write a check. Think about the request. What can you really do with it? How can you maximize the opportunity. Why not look for the cause you want to be involved in? What causes speak passionately to you, and those who work for you, and what is the best match that target a similar audience to your own. You’ll want to do some basic due diligence – ask for their board list. Pull up their website. See the history of events they have done

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or programs served. You can go on www.guidestar.com and search for their IRS 990 form which will disclose their income and expense numbers. If you want to do a sponsorship, can you afford the coveted “Presenting Sponsorship”? If not, look for a unique opportunity. Negotiate the items you are being offered for your level of donation – the nonprofit is often quite willing to alter the list, eager to get your support and tailor it to your needs. Will your name and logo be prominently featured? What about the coveted t-shirt logo? Can you provide giveaways to participants? Can your company set up a booth or table at the event? Invite the nonprofit in to talk about their cause or issue. Have your employees learn all about it. Empower them to make suggestions. Form an advisory team within the company to strategize. Discuss the all important PR and marketing plan you are being offered. If they need help – offer your own PR resources. A mission related cause positions you as an authority on your business. Healthcare companies often align with breast cancer walks, and screening programs. Hospitals sponsor the heart association or MS activities. Nursing homes link with the local Alzheimer’s walk. This is a way to have your audience see you from a different perspective; they will see that you care about them. Second, is the non-mission related cause. An example would be a health organization seeking a partnership with a car dealership. You will want to look for exposure to your target audience, so instead of a walk event, you might want to sponsor a black tie gala. Think about hosting a reception for the gala committee in your show room – offer a lease on a beautiful car as an auction item. Or sponsor a golf event and provide giveaways with coupons to bring in people for free car services such as an oil change.

…Make Me A Match! | SMALL BUSINESS

What causes speak passionately to you, and those who work for you, & what is the best match that target a similar audience to your own

................. Here’s a quick checklist of how to maximize your exposure with your new partner: • • • • • • • • • • •

•

If you are a presenting sponsor, can you be part of naming the event – The Tupperware Triathlon for Tri-Town? Provide them your logo in all formats – black and white, color, electronic, web, print. What collateral will there be and where can your logo be placed? Look for creative placement. Provide a quote from your exec about your involvement – ask for it to be included in their PR materials. Serve on the planning committee or assign a staff member to do so. Hang your banner at events. Provide corporate giveaways with your name/logo to their participants Invite the charity in to talk about what they do and the need Support your employees’ involvement in the event and send our photo releases touting their good deeds. Do your own PR – photo opps, check presentations; kickoffs at your place of business. Can you speak at a kickoff or at the event? It you are uncomfortable doing that, can you introduce the speaker or be on the stage for recognition? Include the event announcement in your existing advertising – in your newsletter – on your website, facebook page, twitter, blog, LinkedIn. Incentivize employees by offering a cherished parking space, a half a day off, lunch with the boss, or the boss will bring you in coffee every day for a week and serve you at your desk – for most employees, recognition is just as important as a few extra dollars in a paycheck.

Nonprofits need you, they truly do. But you need them, too. Reserve space in your PR plans and advertising budgets for the important corporate philanthropy or social responsibility programs. Showing your community spirit, concern, devotion to causes more than the bottom line, will reap great rewards as you maximize your involvement. Give generously of your dollar; of your time; of your employees. Reward everyone. Have fun. Consider one example of an excellent sponsorship relationship. A school needed funds to provide a special nutrition book to children in their preschool classroom. They went to their local credit union for about $350 to buy books. The marketing director responded positively. But then not only did they provide books, they used their influence to invite the media to attend, they sent a staff member to take photos for their newsletter, they contributed plastic bags with their logo on them for the books to be taken home, and in those bags was a brochure talking about savings tips for children. All this for a few hundred dollars. What was the opportunity? For the author, she was a big hit! For the children? They received a beautiful, educational book. For the school? They felt like superstars providing an extra program with no money left in their budget. The financial institution? Better than an ad, a commercial, or a direct mail – they brought young savers info directly into the home, and right to the parent, leaving a shopping bag behind with considerable shelf life. Make a date! Think about the nonprofit that best matches your company needs. Find out how you can become involved. Your efforts will be multiplied as you help your community in a time of austerity and often very great need. Take your time and find that perfect match!

www.risbj.com | volume one issue four

SMALL BUSINESS | Doing Business at Quonset

PRE-PERMITTING

PROGRAM

MAKES IT EVEN

EASIER TO DO

BUSINESS AT

QUONSET by Steven King, PE Managing Director of the Quonset Development Corp

It has long been our goal at Quonset Development Corp. (QDC) to make it easier for existing businesses to expand in here and for entrepreneurs to discover that there is no better place to establish a business. We know that business owners aren’t impressed by hearing about a good game, they want to see one. And to succeed in the current economic landscape, they need practical tools that will save them time and money. They want to find better ways to become more efficient, and find ways to improve the bottom line. That is why the QDC has teamed up with various state agencies on an innovative “Site-Readiness” program and has established a streamlined and expedited permitting process. Already, the results of the program are measurable, as 35 pad-ready sites in the Quonset Business Park are ready for immediate development by future tenants. This program is a proactive effort to capitalize on the public and private investments that have been made at Quonset in recent years. Long considered one of the premier business parks in New England and one of the largest in the Northeast, Quonset

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Business Park is now home to 168 companies, employing more than 8,800 people. Only 350 acres remain available for development at Quonset and the 35 parcels that are part of this program have been pre-permitted and pre-engineered for immediate development. Demand for space at Quonset is high, and we see this program as a way to directly build on our economic success that has been gaining momentum over the past several years here. Consider that since 2006, more than 2,700 jobs have been created at Quonset, an unprecedented level of job growth in Rhode Island. The QDC partnered with the Rhode Island Department of Environmental Management (RIDEM) and Coastal Resources Management Council (CRMC) to pre-permit each parcel to meet environmental requirements. The QDC also worked closely with building and zoning experts to pre-engineer the parcels to anticipate likely uses for a variety of industries. As a result, a due diligence package has been prepared for each parcel that includes a complete review of the property. This package includes an environmental Phase I review, geotechnical soils review and borings, utility availability and capacity analysis, concept site plans and permits, and a land title review.

The “Site-Readiness” program comes on the heels of several initiatives that have served to fuel the growth of business at Quonset, including the creation of a “Quonset Zone.” This designated area is a single zoning district assigned to the Quonset Business Park as part of an agreement for uniform development regulations between the town of North Kingstown and the QDC. Developers, accustomed to encountering red tape and endless regulatory hurdles at every turn, are finding the Quonset Business Park to be a very business-friendly place to do business. The unified process means that all development and re-development projects in the park can proceed at a faster pace than ever before. In conjunction with the zoning district designation, officials at the QDC have also amended our Master Plan to adopt uniform regulations. Bold initiatives as the “Site Readiness” program and “Quonset Zone” help us deliver our message loud and clear: We want your business. And we are determined to do what we can to help you clear the regulatory hurdles as quickly as possible so that you can get on with the business of running your business.

Making Cybersecurity Rhode Island’s Business | SMALL BUSINESS

MAKING CYBERSECURITY by Congressman Jim Langevin

RHODE ISLAND’S BUSINESS

Our way of life, our economy, and even our national security are critically reliant on the Internet. This has led to exciting innovations, but has also presented us with significant security challenges. Many individuals have seen their bank accounts hacked, their credit card information stolen or social security numbers compromised. Businesses are struggling with intellectual property theft, which weakens our economic competitiveness, and our military’s edge is being degraded by cyber threats. Cybersecurity – how we protect ourselves against online threats – is a fast growing, high demand field in both the public and private sectors, and Rhode Island is well positioned to be a leader in this area. This month I was proud to participate in the University of Rhode Island’s Cybersecurity Symposium, which I commissioned to raise awareness about our workforce needs, and Brown University’s Cybersecurity and International Relations Conference. One of the underlying themes to emerge from these events, as well as from my work as cofounder of the Congressional Cybersecurity Caucus, is that many benefits and opportunities exist for the business community and our overall economy if we strengthen our cyber capabilities.

One critical aspect of preventing and responding to security breaches is having people with the right computer skills, and our nation falls woefully short in that area. US intelligence experts have estimated that we have fewer than 1,000 people with the advanced skills to compete at a world class level in cyberspace. In reality, we need 20,000 to 30,000, and that figure does not come close to representing the total workforce deficit we must overcome throughout the private sector.

In Rhode Island, we are bringing together our National Guard, Emergency Management Agency, law enforcement, colleges and businesses to leverage resources across a variety of needs. This group will also raise awareness about cybersecurity challenges and help develop a workforce capable of meeting these challenges. It will provide a chance for those entering or re-entering the workforce to have a wide range of employment opportunities in the cyber career field.

This partnership builds on nationally recognized programs, like the University of Rhode Island’s Digital Forensics Lab and the Rhode Island Cyber Disruption Team, which acts preemptively to combat potentially devastating cyberspace threats to vital sectors ranging from the power grid to health care facilities. In addition, I have worked with state organizations to launch a competition for high school students to introduce them to the field. We are working to set up summer internships for the students with local businesses. The potential for taking advantage of the demand for cybersecurity to grow Rhode Island’s economy is made clear by companies like NetCenergy, a computer security firm in Warwick that has steadily expanded, but whose owner also emphasizes that we must better prepare workers for available positions. I am proud that Rhode Island has already outpaced most other states in establishing partnerships to improve cybersecurity. If we continue to make a strong commitment to protecting our networks, teaching cyber skills, and encouraging entrepreneurs to start cybersecurity companies, we will develop an industry that makes us more secure while creating sustainable job growth and a workforce that can meet local and national needs. www.risbj.com | volume one issue four

SMALL BUSINESS | Why The Customer Experience Is “No Big Deal”

WHY THE CUSTOMER EXPERIENCE IS “ ”

NO BIG DEAL by Dave Marcello

While attending a relatively high profile event recently, I witnessed a customer service person send an abnormally large group of guests on a behind-the-scenes tour of a very exclusive venue. When called out on it, she responded with “Well, if there are too many people when they get to the venue, they’ll ask a few to stay back. What’s the big deal?”.

•

What a dangerous question to ask! Here’s my answer to it – there is no “big deal”. But there is a small deal. And there are many, many of these small deals going on in your business every single day. And you know what that makes? A VERY BIG DEAL. And that’s what we call a “brand”. It’s what people say about you to their friends. It’s how people feel about you. It is what makes you special...or inconsequential.

•

Word of mouth is the most impactful, proven and cost efficient way to secure and maintain business. Positive word of mouth comes from amazing and unexpected customer experiences – those small deals mentioned above.

•

With that in mind, here are some powerful “small deals” you can implement immediately into your customer experience plans. •

•

Send a hand written note. I have a huge stack of Thank You cards that I routinely send to clients at random times just to say “thanks for the business, hope you’re doing well”. In these times, when most daily communication is done via text or email, a hand written note is usually a welcomed surprise. Turn a negative into a positive. Building #19 uses the tag line “Suffer a little, save a lot” in reference to the process of digging through all the “stuff” in the store to find the hidden gems. Empower your employees to commit random acts of kindness. I recently brought an out-of- town friend into my local Gold’s Gym to work out with me. Day passes were $10 each and the young lady at the desk, who knew me as a regular, expressed regret that she couldn’t let my friend in free because her boss was a stickler for “the rules”. It would have been a great (and relatively inexpensive) thank you to a loyal customer. RISBJ | rhode island small business journal

Ask them what they think... Whether you send an email survey, distribute in-store comment cards or simply ask your customers face-to-face for thoughts on your business and their experience, it is crucial to consistently solicit feedback. ...and follow up appropriately. I just read a great word of mouth story online about a gentleman who was disappointed that his local coffee shop started noticeably getting ready to close down each night about 10 minutes before it actually shut its doors. He commented on this to the store manager and the very next day employees stopped breaking down early. The manager thanked him for his feedback and the customer went and spread the positive word to thousands of people. Use surprise to entice customers. Boloco, a Bostonbased chain burrito restaurant, ran a spur- of-the-moment Twitter-fueled promotion during a winter storm that encouraged customers to bring in large snowballs for a discount on their meals. Show your personality. As the old adage goes, people do business with people they like. Don’t be afraid to inject some personality into your everyday customer interactions. The Peabody Hotel in downtown Memphis is well known for the group of ducks that hang out in the lobby and frolic in the fountain. The ducks have absolutely nothing to do with the hotel’s room quality or level of guest service, but they are consistently commented on by reviewers and brand advocates.

With these “small deals” and others like them, small business owners have a huge opportunity to create amazing customer experiences that will undoubtedly result in positive word of mouth.

Dave Marcello Chief Disruptor DISRUPTIVE

Valuing Your Business | SMALL BUSINESS

Va lu in g Yo ur Bu si ne ss Valuing your business on a regular basis can give you the information required to increase profits for the short and long term. Small businesses are typically valued according to three main methods by banks, brokers and buyers.

Gros s Sale s Met hod

This method is used mostly in the service industry. I have seen a range of .50 to 1.5 times gross sales. Example would be gross sales of $500,000 times .90 industry rate equals $450,000 value. Note .90 is used from some donut franchises.

plus Ass et Va lu at io n Met h od

This method takes the fair market value of the assets, including intellectual property, multiplied by a range from .75 to 2.00 less the liabilities. A retail store could be valued at assets 100,000 X 1.00 less liabilities of $40,000 yielding a valuation of $60,000.

adde d t o Net Adjus te d Profits

Eq u a ls

This method is favored by bankers and professionals because it demonstrates that the company has the ability to pay the acquisition debt back within a reasonable amount of time, usually 3-7 years. The formula is EBIDA (earnings before interest, depreciation and amortization) adjusted for reasonable owner and family member salaries and benefits. The formula usually averages the last 3-5 years of profits. Any changes planned by the buyer to increase any of the above is usually not factored into the above calculations, except Intellectual property, limited licenses issued or special locations etc.

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www.risbj.com | volume one issue four

SMALL BUSINESS | Workplace Stress

Helping employees manage stress is one of the most important things a small business owner can do to improve productivity. While some stress in a work environment is actually good for productivity, beyond a certain point the beneficial aspects of stress deteriorate rapidly. Stress can be best thought of like sprinting; while you are running fast, your muscles, joints, bones and mind are all focused on getting from one point to another as fast as possible. If you don’t take time to rest and recover, you risk damaging your body from the prolonged stresses of constantly running as fast as possible. Stress without regular periods of relaxation becomes chronic stress and is very bad for overall health. Promoting stress relieving activities in the workplace are not necessarily expensive. They include encouraging stretching breaks, soothing background music, providing massages, Tai Chi classes, or redesigning the workplace and workflow. Any efforts made toward reducing stress contribute to better working conditions and atmosphere. Successful wellness programs measure success in terms of diet, exercise, habits control, rest, and stress relief. The most difficult aspect to measure is stress. Understanding how stress can affect productivity is a key first step to controlling it; it could be the single most important factor in the long term success of any wellness program.

The human “stress response” is essential to survival. Stress causes the body to release hormones and adrenaline from the brain, glands and organs in response to what it perceives as

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“stressful” situations. It works in conjunction with the immune system to fight disease as in response to external “stressors”. Health problems arise when the “stress response” is not followed by an appropriate “relaxation response”, which leads to chronic stress. The relaxation response turns off the hormone and adrenaline production caused by the stress. Studies have shown that chronic or “constant stress impairs the immune system’s capacity to respond to the normal hormonal cues that signal the end of an inflammatory attack after an infection or injury.” The immune system of a person experiencing chronic stress will become dulled to the onset of illnesses, and become much more susceptible to illness and disease. In a work environment, greater absenteeism and presenteeism that results from chronically stressed employee’s illnesses affect the overall productivity of the business (not to mention costing the company more in healthcare expenses). Workplace stress is a major contributor to chronic stress. The goal of managing any business is to maximize worker productivity within the context of running a business. Many factors contribute to worker productivity. In an effort to gain optimal productivity from a workforce it is necessary to create an atmosphere that is most conducive to productivity. Traditional office layouts featuring tall cubicles and cramped workspaces are no longer seen as optimally beneficial to maximum productivity. Increasingly, workplace designers have begun to feature much lower cubicle heights in an effort to take advantage of sightlines that include natural light and views from windows. There are even office settings that have eliminated the traditional desk from the workspace in favor of more comfortable seating. This promotes groups working together as opposed to working in silos. Studies have shown that people with chronic stress have dampened immune systems when it comes to their ability to fight

Workplace Stress | SMALL BUSINESS

by Tim Sullivan

disease. Therefore, by extension, workers with less chronic stress have immune systems with a greater ability to fight disease than those with chronic stress.

Views of nature can be stress relieving and therefore contribute to productivity gains. One study was done in a medical facility that measured the healing effects of rooms with a view of trees over rooms with a view of a brick wall; the findings were significant and impressive. “Records on recovery after cholecystectomy of patients in a suburban Pennsylvania hospital between 1972 and 1981 were examined to determine whether assignment to a room with a window view of a natural setting might have restorative influences. Twenty-three surgical patients assigned to rooms with windows looking out on a natural scene had shorter postoperative hospital stays, received fewer negative evaluative comments in nurses’ notes, and took fewer potent analgesics than 23 matched patients in similar rooms with windows facing a brick building wall.” Abstract of an article by Roger Ulrich in Science magazine April 1984. Workplace policies such as the promotion of walking meetings, stair usage, and even bicycle sharing in larger complexes has provided positive effects in some circumstances. An increasing trend towards flexible office hours has alleviated a great deal of stress particularly from workers with families. “As long as the work gets done, it doesn’t matter where you do it”

A balanced effective wellness program is also essential to achieving optimal workplace efficiency and productivity. The most effective wellness programs are those that emphasize a balanced approach to healthy living, including emphasis on diet, exercise habits control and reduction of stress. A properly run wellness program in a business setting measures daily exercise and habits control on behalf of their employees. Managing stress proves far more difficult to measure. Stress is a natural part of the human condition. Everyone has a natural stress response that allows them to respond to different circumstances with energy and efficiency; people also have a relaxation response which counteracts the effects of the stress response. Each response has its time and place to be activated in the normal course of a person’s day. Chronic stress will lead to deterioration in a person’s health. A chronically overstressed person risks developing a dampened immune system when it comes to fighting disease. The best a business can hope to achieve in terms of measuring stress is to promote a wide range of stress reducing activities. Promoting and engaging employees in activities like yoga, tai chi, and being in a comfortable environment all contribute to lowering stress of employees. Walking, light calisthenics, or even stretching exercises can be great stress reducers. In a recent panel discussion regarding chronic stress the Dalai Lama revealed that stress is not a term used in the Buddhist tradition; Buddhists deal with “stress” by promoting more love. Accentuating the positive aspects of life enjoys the greater chance of success than trying to reduce negative aspects of life.

Tim Sullivan Life-Panel www.well-track.com

www.risbj.com | volume one issue four

SMALL BUSINESS | How Much Did Your Assumptions Cost You Today?

How Much Did Your Assumptions Cost by Ronald G. Shapiro

Survival and success require making assumptions. We assume that bridges will carry us safely, otherwise we could not travel and highway bridges rarely collapse. Sometimes we make incorrect assumptions. Thus, we miss seeing obvious solutions which are right in front of us. In 2004 a man, dressed very simply appeared at the offices of a charity in New Jersey. Office staff assumed the man was homeless, requesting money, but he was not. He was Mack Ness, a vegetable farmer in his 90s, who wanted to donate $15 million. His contribution helped to develop Israel’s Negev. Translating the Mack Ness story to your small business, how might your business have gained if you had not made erroneous assumptions? How many relationships with customers, employees and business partners prospered because you reevaluated erroneous assumptions before they damaged your relationship? One area in which it is easy to make erroneous assumptions is customer complaints. It is easy to assume the customer wants far more than they actually want. When it comes time to trying to satisfy a customer with a complaint, do you ask them what they would like you to do or do you make assumptions? Years ago Mr. Kay of Kay’s-Newport, a women’s shoe store in Wayland Square, Providence, RI, explained that he always asked customers with complaints what they would like him to do. Most customers asked for less than one might have predicted. Customers frequently asked him to stretch shoes (a very simple process) rather than asking for refunds. Sometimes, Mr. Kay was even able to sell additional shoes while stretching the customer’s shoes. Another small business owner, Mr. Adams of Adams Fairacre Farms in

RISBJ | rhode island small business journal

Poughkeepsie, New York used to ask complaining customers “What would you like me to do today?” Asking appropriate questions rather than merely accepting assumptions can facilitate solving numerous problems. I demonstrate this in my Education by Entertainment programs by asking a blindfolded participant (from grade 5 to professional) to find and describe a hidden prize. The audience sees a description of the prize and its location as Bryant University Psychology Association President Sarah Krabbe demonstrated in the accompanying photograph. The participant may search for the object and ask the audience yes/no questions. Typically, rather than asking logical questions which test their assumptions, the participant will ask questions to confirm their incorrect assumptions (including asking the same question many times) or explore the room. Most participants assume the object is not connected to them. Some will ask if their prize is the bandana or is on the bandana. Few will ask if their prize is in the bandana (although Sarah did). Many people will come extremely close to solving the problem then move to another line of questions, frequently revisiting questions already answered. When running a business, it is easy to have tunnel vision, focusing on only one area, or jumping from one focal area to another, repetitively, as many of our contestants do, while ignoring aspects of the business that have not been focused on recently or ever. Thus, we may miss seeing what is right in front of our eyes. Taking a step back and reviewing the big picture with potential input from employees, partners, customers and possibly a consultant may help to find new solutions. As small business owners who need to solve a variety of problems, our assumptions may prevent us from:

How Much Did Your Assumptions Cost You Today? | SMALL BUSINESS

You Today • • • • • •

Asking our employees to help us solve a problem because we assumed they would not know the solution. Finding a misplaced tool because we keep searching the same places repeatedly, not methodically. Seeing new and creative uses for our products and solutions, thereby failing to increase our sales. Thinking about minor adjustments we could make to our product to open new markets. Asking employees, colleagues, customers, friends or consultants what we might do differently. Making customers and friends from people we thought were unlikely prospects.

asking appropriate questions rather than merely accepting assumptions can facilitate solving numerous problems While assumptions are essential for our survival as people and as small businesses, failure to test our assumptions on a regular basis can prevent us from seeing new and exciting opportunities, some of which may be close to us, potentially profitable, yet so far away. Test your assumptions daily!!!

Libations Restaurant

Lounge

S M A L L P L AT E S • B I G F L AVO R • G R E AT VA L U E

1 I would like to thank Industrial Consultant Dr. Margarita Posada and Bryant University Professor Dr. Allison Butler for helpful comments.

Dr. Ronald G. Shapiro Independent Consultant in Human Factors Learning and Human Resources

Libations Restaurant & Lounge at the RADISSON HOTEL PROVIDENCE AIRPORT

2081 Post Road • Warwick, RI 02886 401.598.2121 • www.radisson.com/warwickri

www.risbj.com | volume one issue four

RISBJ | rhode island small business journal

Apple was started in a garage. G-Form was started in a barn. There were 4 horses, 6 alpacas, cats, dogs, fifty turkeys and a baby deer named Stanley. G-Form was founded in 2010 by avid athletes who shared in a common vision of using advanced polymer technology to revolutionize impact protection and vibration dampening for competition. The founding team included expertise in a wide variety of sports, but perhaps more importantly expertise in polymer chemistry, 3d design, photography, mold making, entrepreneurship, innovation and out-of-the-box thinking. The team has worked together to make products developed from the athlete’s point of view rather than have products developed and driven from a “board room” top-down marketing approach — making use of state-of-the-art smart materials and polymers to make products no one previously knew could possibly be made.

Impact Protection, Revolutionized www.risbj.com | volume one issue four

FEATURED COVER STORY | G-Form

Rhode Island Grown G-Form’s founders have a long and unique history based here in RI. CEO Dan Wyner has operated a local family business, Shawmut Corporation, growing it from a few million in annual sales to over half a billion. After leaving Shawmut for new and exciting adventures, he worked closely with another eventual G-Form founder, Dick Fox, in order to start a new R&D lab/testing center named Polyworks. Polyworks, located in North Smithfield, was integral in working with advanced materials, polymers and molding processes. While at Polyworks, Dan, Dick, and Thom Cafaro (currently VP of Innovations) created a revolutionary patent-pending process to mold smart materials - a feat that has never previously been done. This Reactive Protection TechnologyTM (RPTTM) is an advanced composite technology that absorbs impact. Co-founder Danny Warshay, also a Rhode Island native and local entrepreneur, has been instrumental in keeping G-Form connected to local talent. By recruiting directly from Brown, RISD, and URI, G-Form has been able to keep up with their growing staffing needs while providing a great environment for recent college graduates. Along with the personal connections to Rhode Island, geography plays a large role in keeping G-Form local. Our state is the nexus at the center of the G-Form Supply Chain, with fulfillment and prototyping facilities in Fall River MA, chemical sourcing from Rogers, CT and product molds from North Smithfield, RI. In addition to benefits of personal connections and geography, G-Form has benefited from the support of many statewide organizations. The Chaffee Center for International Business at Bryant University has been a valuable resource in helping with any export related issues. They have also provided G-Form with grants to attend trade shows abroad as well as trade missions. The Providence Chamber of Commerce has also showed support for G-Form by helping them stay connected with other local businesses. Sue Stenhouse has taken the initiative to reach out to G-Form to help improve the “Knowledge District” in Providence and increase connections between other startups in the area.

The Technology The G-Form athletic and consumer electronic products utilize RPT™ – Reactive Protection Technology. RPT™ which is a composite blend of PORON®XRD™ material and proprietary G-Form materials and technology that instantly stiffens upon impact and absorbs over 90% of the energy, offering state-ofthe-art impact protection in a lightweight, flexible form.

RISBJ | rhode island small business journal

Their athletic products, such as elbow pads, shin pads, crash shorts and protective compression shirts feature unique hinging and molding, which allow athletes the ultimate freedom and flexibility when pushing themselves to the limits. Their low-profile RPT™ pads can be easily worn over or under clothing.

by recruiting directly from Brown, RISD, and URI, G-Form has been able to keep up with their growing staffing needs while providing a great environment for recent college graduates G-Form consumer electronic products also utilize RPTTM to protect your precious consumer electronics. For electronics, the proprietary molded shapes provide maximum protection in the most convenient form factor. If you haven’t seen an iPhone hold up to an 85 MPH slap shot or an iPad dropped from 100,000 feet then you need to check out G-Forms website. G-Form has rigged a weather balloon with an iPad in their G-Form Extreme Edge, a GoPro camera, and a Garmin tracking device and launched the Extreme Edge up 100,000 feet (the edges of space). Needless to say, the iPad lived to tell the story of its fall from great heights.

G-Form’s Growth G-Form has grown in revenue, staff, office space and in its product offerings since they began in 2010. While keeping with the philosophy of innovation by and for the athlete, the product line has expanded from athletics to consumer electronics to military/tactical gear. One year ago, G-Form employed 6 full time team members which has since grown to 34. They currently occupy 5,000 sq. feet of office space in Providence and have just signed an additional lease for 15,000 sq. feet with potential of also leasing space in Davol Square. First quarter sales have exceeded totals from all of 2011 and with the upcoming release of the products to the Big Box stores (Staples, Best Buy, Sam’s Club, etc.) end of year sales are expected to grow 600% from last year. Already with over 20 patents and industry experts raving about the technology labeling it as “the best protective technology in the world hands down” G-Form has set themselves up to be another Rhode Island success story. www.risbj.com | volume one issue four

SMALL BUSINESS | Borrowing If you have a child or grandchild who is beginning college soon, you’re probably aware that in addition to academic readiness, preparing for college requires a financial strategy – especially as the cost of higher education continues to rise rapidly. Today, the average debt for graduates who fund their education with loans tops $25,000, and that number is expected to rise. Unfortunately, many young people heading into the world of higher education – and borrowing to pay for it – may not fully appreciate the financial challenges that lie ahead. At a young age, it seems simple to borrow money with the expectation that the loan repayments will be manageable, but too often students experience setbacks during their college career or after graduation that makes repayment more difficult than anticipated. With all the conflicting information and opinions out there, it’s important to understand the basic considerations that go into borrowing to pay for college. Not all loans are created equal Loans that are available to fund education costs can be categorized in two distinct ways. Federal loans are those issued directly by the federal government, while private loans are provided by banks and other private lenders. For most people, federal loans will offer the most favorable terms in the long run. But if money provided by federal loans is not sufficient, students may need to also consider private education loans. Federal loan basics There are three primary types of federal student loans: •

Stafford Loan – These loans can be “subsidized” or “unsubsidized.” A subsidized loan means that the interest charged on the loan is waived while the student is enrolled in school and for a period of time after graduation. Unsubsidized loans calculate interest accrued from the time the loan is given. These loans charge a fixed rate of interest, but are not likely to be sufficient to cover the full costs of higher education. • PLUS Loan – This type of loan is available to creditworthy parents of dependent undergraduate students lent at a fixed interest rate. It can be used to pay the remaining balance of education expenses not covered by a Stafford Loan or other forms of financial aid. Graduate and professional students can also qualify for this form of aid. • Perkins Loan – This loan program is not available through all schools. Educational institutions must choose to participate. It provides five percent fixed-rate loans made directly by the school to the student using federal government funds. This is typically reserved for students with the greatest financial need. Students can qualify for federal loans regardless of their credit history, and if the student were to lose his or her job in the future, the payments can often be deferred. Federal loans also have

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Score Tip Of The Month | STARTUPS a six month grace-period before repayment begins that allows students extra time to find employment after they graduate which makes it less likely that their financial security will be jeopardized immediately after college.

starting early with careful financial planning can make it affordable and less overwhelming

Private education loan basics Many banks and lending institutions also offer private education loans (also known as alternative education loans) to help pay for college. These can help bridge the gap between the actual cost of education and the amount available through federal loan programs. But before borrowing, families should consider the following: •

•

Interest rates on private loans tend to be variable, which means they may increase in the future. Depending on the amount borrowed and the repayment schedule, they could ultimately end up being more costly than federal loans, even if they initially carry a lower interest rate. A co-signer is often required for a private loan. The co-signer presumably has a more substantial credit history than the student and will be required to pay for the debt if the student fails to do so. Unlike with federal loans, the balance may not be forgiven if the student becomes disabled or dies. Deferment may not be an option if the student is laid off or faces financial hardship while trying to find a job, and default can be declared by some institutions if only a single payment is missed. This can do serious damage to the borrower’s and the co-signer’s credit ratings.

The most important thing that students and their families can do is to enter any loan agreement with a firm understanding of how the structure of the repayment agreement works, and to develop a back-up plan in the case that the student isn’t able to make loan payments for any reason. It’s also crucial that students recognize how their student loan debt may affect them in the future. A college education is significant in a student’s life and future career – and starting early with careful financial planning can make it affordable and less overwhelming. Consider working with a financial advisor who can help parents and their students plan for the financial aspect of college. When it comes to student loans, a little financial education can go a long way.

Danny DeHoney Ameriprise Financial Services, Inc. www.ameriprise.com

of the month Selling Your Business Are you contemplating selling your business? Have you prepared it for sale? Here are some steps or questions you should consider: Get the company records in good order. Could they could stand a due diligence review by a potential buyer? Do you have audited financial statements? If not make sure that they are accurately and completely compiled. Do they accurately reflect the status of the business? Would you consider engaging a business broker to manage the sale process AND share the proceeds? Have you asked your lawyer and accountant for their advice? How about your Score counselor? You should have a sale price in mind and a rational for that price to explain to the prospective buyer. Also: Would you be willling to continue operating the business for the buyer as an employee manager? If you would, be sure to obtain an employment contract - and consider including incentives for your performance. Do you have key employees who deserve employment protection in light of a sale? Recognize that the buyer will likely require that you sign a non-competition agreement that will prohibit you from working in you present industry if you wish to continue to work. And the number one step: Have you informed your family and asked for their advice? This critical step must precede all others.

Rhode Island SCORE provides FREE, confidential counseling to small businesses in Rhode Island. For more information call 401-528-4561 or email info@riscore.org

www.risbj.com | volume one issue four

SMALL BUSINESS | Phenomenological Leadership

A E

by Dennis Rebelo

E D

S R

I H

: P

bull’s eye? Has this almost 90-yearold

philosophy—first

introduced

by Edmund Husserl in the early 1920s—distilled into other leadership work, like emotional intelligence and authentic leadership, or are these other fields simply leader-only focused with hints of phenomenology?

d hy Ol op rn an ilos ode Ph r M rs fo ade Le

O N

C I G

L A

In my opinion, being a phenomenological leader requires a person to be reflective of his or her own lived experiences and allow for the same moment of reflection—without bias—in others. Though I am stretching the use of phenomenology for this illustrative point, it still proves relevant—leaders need to allow others to speak without biases by bracketing their own view and knowledge. When this practice happens, it’s only then that a leader can truly honor the other’s experience

I’ll never forget being a young manager having learned to know-it-all, or defend-it-all, but not having truly “heard-them-all.”

from their life-lens.

So, who is the them? And, why should we stop to hear what they say? Phenomenology describes both what is given Them refers to a leader’s followers. Even though I don’t like the word

to consciousness and how it is given, according

“followers” because it suggests a lower-rung status for organizational team

to Giorgi. The professional’s consciousness level

members, followers are team members, colleagues, stakeholders, and

can bring personal knowledge of communication conveyance style, feeling tone, content points, and

members of the organization.

maybe even other notable context information—all part Not only is dialogue not taught in business schools today, but there is

of knowing gleaned only through reflective orientation.

little reverence to listen to the “other” no matter what his or her role is in

What does the organizational member see, feel, and

the organization. How can we be humanistic without honoring the “lived

do in response to any happening? We can’t know truly

experiences” of our team members by listening to them?

unless we ask in a particular way and note what we do hear. Has note-taking and reflective interviewing escaped

Amedeo

Giorgi,

Ph.D.,

credited

with

distilling

the

modern

our leaders or do they, really, just know-it-all?

phenomenological method to uncover phenomenon from learning to leading in a scientific manner. Once study participants understand the

Whether the phenomenon is successful team leading,

phenomenon of leader active listening, for example, they can help

collaborative learning, project management or even active

leaders and followers learn how to listen to others successfully. The

listening, the leader has to implement a methodology that

structure, essentially, helps build the phenomenon.

promotes knowing and note-telling; not yelling, not wishing, but knowing by being reverent to the other.

As I’ve used this method in my research at Saybrook, I’ve kept thinking about how a core approach of the method is to honor the

In 1994, Clark Moustakas wrote about the roots of the work

other and remain reverent to the phenomenon. Specifically, as a

phenomenon coming from the Greek phaenesthai meaning “to

phenomenological researcher, I need to honor the written and oral

flare up, to show itself or appear.” If something “happens” to a

descriptions of the speaker, or interviewee.

follower, co-leader or co-worker, as a human being they see that “something” as a flare up; to the extent we understand from their

Now let’s snap back to working organizations: Why hasn’t phenomenological leadership hit the organizational development

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perspective what is happening, we become more knowing leaders. We have to hold the space, however, for it to be phenomenal.

Whether this discussion on phenomenology ignites a bit of a spark for you or whether you fuse together what appears to be phenomenological-like methods to leading, please do something different than sell-andtell your team-mates. After all, it is in the honoring of the other that we learn and realize more about ourselves and workplace cultures. Who knows? Maybe you’ll take the advice I took nearly 2-1/2 years ago from Amedeo Giorgi, Ph.D.: “Research ‘the method’ and ‘teach people the full method whenever you can’” in practice in order to become a better leader who sets aside biases and past experiences and sees the others clearly. How else can we know another without such a phenomenological, inspirited style?

being a phenomenological leader requires a person to be reflective of his or her own lived experiences and allow for the same moment of reflection-without bias-in others Though this piece is not meeting a true phenomenological teaching moment, it does help me feel engaged in turning others onto Edmun Husserl, Amedeo Giorgi, and Clarke Moustakas. My leadership consciousness was truly elevated as I learned and engaged phenomenology in my formal research. Perhaps we’ll even see a more formal theory of phenomenological leadership appear in journals soon. I wonder how New Englanders and specifically Rhode Islanders may glean insight from this philosophy? By applying its logic to organizational leadership today, perhaps organizational members, vendors and stakeholders may actually opt to affirm such as style as being phenomenal.

Dennis Rebelo University Business Consultants www.universitypdc.com

www.risbj.com | volume one issue four

SMALL BUSINESS | Drive Customer Satisfaction Reviewing a sampling of the 12,000 B2B buyer surveys we collected in first quarter of 2012 revealed that speed and accuracy are mentioned consistently when praising or complaining about their buying experiences. While courtesy and friendliness are top satisfiers in Rhode Island’s top industry, hospitality, that isn’t the case for business to business buying.

Do you measure the speed of answering emails or phone calls at your company?

Yes, courtesy is important, but you miss a deadline or botch a job too many times and customers don’t care how friendly you are. Helping you B2B buyer succeed at their jobs is what matters. Their jobs are on the line and you must make them look like heroes—to their bosses, peers, staff and customers. Jobs are scarce in Rhode Island.

How long does it take a CSR to discover the status of an order? Do an audit of your speed by asking about any random order.

FOUR MAIN PROCESSES THAT NEED SPEED: SPEED of turning quotes

AREAS TO CONSIDER THAT DRIVE CUSTOMER SATISFACTION by Michael Casey

turning quotes answering emails and phone calls job status updates turning around projects advice proposals and pricing job status finished product or service invoices 48

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Getting buyers the price in less than a day impresses them and shows discipline. It gives them more confidence that you can turn the job around quickly as well. It shows you know what it takes. Track your performance. You may want to try putting two dates on every quote: “Customer Request Date” and “Customer Received Pricing Date.” SPEED of answering emails and phone calls When contacted by a buyer, respond immediately with a personal acknowledgement from a warm body unless your approach is totally selfservice. A warm body response is sometimes confused with that auto-reply sent by Outlook. There is a place for that approach, but try to minimize automated response and make things personal. Similarly, phone calls should be answered or the voice mail message acknowledged within a few hours by someone.

SPEED of job status updates Buyers want to know the status of their jobs either by viewing updates on their personal customer-facing portal, or by calling or emailing to get an immediate update.

SPEED of turning around projects It all comes down to deadlines—knowing when the customer needs it done, and hitting that mark. This is the biggest satisfier for buyers in the realm of speed. Out of a pool of 30,000 buyer surveys, missing deadlines is the second biggest complaint; quality of the end product is highest on the list. Set realistic expectations and educate the buyer on how to collapse turnaround time. Many times the customer doesn’t help you turn projects quickly, but explaining what you need and by when clearly can speed things up for both of you—making the buyer look like a hero. Measure—Measure Again—Improve. You must be doing all of these constantly. If you are measuring it, then you can manage it.

FIVE MAIN PROCESSES THAT NEED ACCURACY TO SET YOU APART: ACCURACY of advice The value-added service you offer is consulting and advice. Offer quality advice that saves money, produces a better outcome or result, shortens the turnaround time, approaches the goal in a creative fashion, and makes buyers look smart. Remember, it’s about making your customers look good.

Be careful when hearing praise from a customer. Don’t get complacent. Sometimes we feel we are positioned as the knowledge experts with everyone, but it may just be with that one customer. Stay abreast of cutting-edge technologies and production approaches. Invest in yourself and your staff to be more marketable. You must have the most talented staff around. How much did you set aside for education in 2012? Make it part of your budget. ACCURACY of proposals and pricing The proposal should be clear, easy to understand, accurately explain the scope of work, and detail how the price was calculated. This doesn’t mean having a line item for every gory detail, but outline what clients are getting for the money. The best businesses lay out enough details so even if their price is high, the buyer has the ammunition to justify it to his/her management team. You want clients to be able to explain clearly why they chose you over the cheaper competitor. Yes, cheaper is not better and buyers know it could come back to bite them. Your proposal should shine when laid out on the table next to the other two bidders. Do you know how your quotes stack up to the competition? The customer should always know the expectations going in, know what the check is for, and have no surprises midstream. ACCURACY of job status

answers about job status. If you say it will be there by a certain day and time, you better hit it. The majority of customer survey response comments are about missing expectations. “I was told I would have it by Tuesday and when I called I was told it wouldn’t be until Friday.”

Be accurate with your updates and, if possible, build in a little buffer—but don’t go too crazy since speed is a big when things change. Don’t assume or wait for them to call you for an update if something has slipped. Assume they noticed and will be upset. ACCURACY or service

not give you all the details you think you need, but push back if needed to make sure you don’t have to wing it. There is no place for excuses. ISO 9000, Six Sigma, Lean Manufacturing all focus on that zerodefect philosophy and monitoring. Do you have a quality process and language inside your organization that is clear to all employees?

missing deadlines is the second biggest complaint; quality of the end product is highest on the list

ACCURACY of invoices This is a small pet peeve of buyers, but invoices need to be understandable and clear. Language from the proposal should be understood so the invoice matches. Seems basic, but have a quality invoicing processes in place, with everything integrated from quoting to invoicing. In summary, map out your processes, educate your team, monitor for speed and quality, and promote it with your customers. Walk the talk and make discipline the differentiator that sets you apart from competitors, drives up accuracy and drives down processing time. In the end, doing that builds a more loyal following.

Michael Casey Survey Advantage www.surveyadvantage.com

www.risbj.com | volume one issue four

SMALL BUSINESS | Should Your Small Business Be On Google Plus?

by Lisa Buben

Assuming that you’ve been on Twitter for at least a few months, maybe started some boards over on Pinterest and have presence on Facebook, it may be time to consider Google Plus. I would recommend it if you are trying to grow your web presence and/or are trying to sell your products or services online.

What is Google Plus? Google Plus is the social networking site from Google. You must have a Google email account to sign up for Google Plus. Since its debut nearly nine months ago, it has attracted more than 100 million users. Although it lags behind Facebook’s 845 million users, the number is far greater than Facebook’s numbers at that stage in its history.* So you must start with a Gmail account and you fill out your information – personal info – as much as you want and then start some circles. Circles are like followers on Twitter or friends on Facebook. You can have circles like these examples: Old Acquaintances, New Friends, Family – Close, Family – Not So Close, Locals, Informative Folks, Great Customers, Local Businesses, Celebrity Personalities, Etc. – Being as creative as you want

what you have added to your feed or gave + to. (+’s are just like “Likes” on Facebook.) So if you are logged into your Google account and do searches you’ll see what your friends + and it will change what Google serves up to you. Some people see it as a plus and others do not like it. This is what a Google spokesperson had to say on the subject: “Our goal with search has always been to provide the most relevant results possible. That’s why for years we’ve been working on social search features to help you find the most relevant information from your social connections no matter what site it’s on. Search plus Your World doesn’t change who has access to content - it simply helps people rediscover information they already have access to. We’ve taken special care with our new features to provide robust security protections, transparency and control for our users.” Another feature of the business pages is that you may also add photos to your Google Plus page – pick your best products or services to highlight in this feature. If you cannot update daily try to get on a few days a week. If you have a smart phone you can grab their app and it will make it easier to connect there. It also has a great feature with

Should Your Small Business Be On Google Plus? You may start by following some people. You can check through your email lists of those who are already on GooglePlus or you can do searches by name, area or interest. You then share things with the circles of your choice or all of them at once. You can even set your sharing to public if you want it to be seen by all. You can share things from your website or blog but remember to do that only about 20-25% of the time. The rest should be sharing others’ stuff or newsworthy items pertaining to your niche.

Droid phones – if you take photos they automatically go into your GooglePlus account under photos. You do not have to share them WITH anyone and you may delete them. I love that feature the most.

You can then set up a business page on Google Plus. From there, you then invite your contacts to your page where you can narrow your niche down. You can put a GooglePlus widget on your website to draw more people to your circle. Google Plus allows you to put in links of all your other sites and social networks. A nice feature. It also increases the SEO of your website. It will have more bearing in search engine social signals factor. Links from GooglePlus get indexed in the search engines within minutes. That’s what has drawn many businesses over to Google Plus- For example, the Ford Motor CompanyOf course, with these positive features also come some privacy issues. Everyone in your GooglePlus circles can see

What else does Google Plus offer? Google Hangouts – Google offers hang-outs sort of like chats over on Twitter where folks of your choice can hang-out and discuss topics. You may also now share your Google documents via the hangouts. This is a great way to have meetings when you cannot meet in person!

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Google Games – There are also Google games JUST like over on Facebook. You can find games such as Angry Birds, Sudoku, Bubble Island, Zombie Lane, Crime City, Uno Boost, Monster World and more. So if you want to expand your presence online check out Google Plus today.

Lisa Buben Fancy Scrubs www.fancyscrubs.com

* BY MICHAEL LIEDTKE / THE ASSOCIATED PRESS APRIL 6, 2012

Who is on Google Plus? Here are some famous people on Google Plus: President Obama, Lady Gaga, William Shatner, Sergey Brin, Brittany Spears, Arianna Huffington, Mark Cuban, Michael Dell, Paris Hilton, Mark Zuckerberg (Yes, even Mr. Facebook himself!)

Keeping Employees Pain Free | SMALL BUSINESS

by Dr Michelle E. Collie, PT, DPT, MS, OCS Performance Physical Therapy

Employees in pain have a tremendous impact on our businesses. A 2010 report found that the value of lost productivity in a year from employees in pain ranged from $297.4 to 335.5 billion*. Studies show that most of the lost productivity occurs due to reduced performance while employees in pain are at work**. Consider these simple tips to promote a pain free and productive work environment. Motivate Moving For many people work consists of sitting,

a detrimental effect on the health of joints and muscles creating aches, pain and injuries. Combat these sustained postures by motivating movement; 1.

Lunch time walks will encourage optimize joint and muscle health, in addition to creating appropriate time in the day for social engagement. Provide employees with pedometers. A recent study found the average American takes 5117 steps in a day***, compared to the recommended 10,000 steps per day. Create a friendly competition promoting increased steps over the course of a week.

Consider having a physical therapist

on simple and safe exercises to do at work, or a pilates or yoga instructor to provide a series of classes. Sign your company up for a local 5K! This may motivate people whom have never walked or run this distance to train for the event.

Promote Posture Poor posture places excessive stresses on ligaments and muscles, resulting in back aches, sore necks and headaches. Provide simple tools to promote optimal postural alignment. 1. For people working at desks, ensure appropriate seating and work station set up to minimize slouching, and poor head and neck positioning. Consider foot stools, large balls for sitting, headsets, lumbar and wrist

needs of the employee. For people who stand for long periods provide a small stool for one foot to rest on and ensure computer monitors are at eye level. Even perfect posture creates added stress to the body if sitting or standing for prolonged periods. Promote 30-second breaks every 15 minutes to stretch, move and change positions.

Provide education and resources on ergonomics, body mechanics employees job description and make certain employees follow through with any recommendations provided.

Hydrate It is believed that many Americans are always dehydrated, contributed to by the amounts of caffeinated beverages many drink. Headaches and muscle cramps are common symptoms associated with dehydration. Provide employees with access to â&#x20AC;&#x2DC;desirableâ&#x20AC;&#x2122; water, such as promote more walking and people walk to the water source and to the bathroom! Taking measures to prevent pain for employees is a requirement for the small business employer. Minimizing pain will save money and time spent out of work, improve morale as efforts will clearly show your team that you care.

www.performanceprti.com

*Institute of Medicine of the National Academies Report. Relieving Pain in America: A Blueprint for Transforming Prevention, Care, Education, and Research, 2011. The National Academies Press, Washington DC. ** Stewart WF, Ricci JA, Chee E, Morganstein D, Lipton R. Lost productive time and cost due to common pain conditions in the US workforce. JAMA. 2003 Nov 12;290(18):2443-54. ***Bassett, D.R. JR, Wyatt, H.R, Thompson, H, Peters, J.C, Hill, J. O. PedometerMeasured Physical Activity and Health Behaviors in U.S. Adults. Medicine & Science in Sports & Exercise: October 2010 - Volume 42 - Issue 10 - pp 1819-1825.

www.risbj.com | volume one issue four

SMALL BUSINESS | Is Your Business Ready To “Step” Into The Cloud?

Is Your Business Ready To “Step” Into The Cloud? by Lisa Shorr

Where do you watch TV today? Are you sitting comfortably on your couch watching American Idol on your flat screen TV? Or are you streaming your favorite show via your tablet or laptop? I am sure your answer is the latter, your tablet or laptop. While most of our personal lives are spent watching videos, playing games and online banking in the cloud, many businesses have yet to make that important “step” into the cloud.

Cost – The beauty of the cloud is you buy what you need. If you are looking for a data storage solution, you buy just enough storage space to accommodate your needs. As you grow, you can incrementally increase your capacity without buying servers or licenses.

The Benefits of the Cloud:

Security – Because your data is available over the Internet, you want to make sure your cloud provider maintains strong security practices. Choose a reputable provider that will encrypt your data.

Accessibility – As long as you have an Internet connection, you can access everything from your Facebook page to your client’s website to your email accounts from anywhere around the globe. Can you imagine yourself lounging casually on a beach on Block Island while writing your end of year fiscal report? With the cloud you can! Business Continuity / Disaster Recovery – Rhode Island cannot forget the devastating storms that rocked our tiny state! From flooding in 2010 that put many businesses under water (literally) to Tropical Storm Irene in August 2011 and then in October the ice storm that left over 800,000 Connecticut Light and Power customers without heat and electricity for nearly 2 weeks. Your disaster plan cannot be a mere shrug our shoulders with the thought: “It won’t happen to me!” Storing your valuable data in the cloud will enable you to remain business-as-usual even if your office is inaccessible. Your building and its furniture can be replaceable; rebuilding your invaluable client information could take a lifetime. Don’t be naïve, start planning for disaster today!

Before you step…know the risks:

Privacy – Keep in mind, when storing your data in the cloud, your provider is responsible for your data and has access to it. Ask about their privacy policy so you understand how the provider keeps your data confidential and away from prying eyes. Availability – Herein lies the truth about cloud computing: NO INTERNET = NO ACCESS to your data! Ways around this, buy a wireless “hot spot” to ensure at least wireless connectivity via your laptop or tablet. Also consider a second Internet connection as a fail-over just in case Mother Nature causes your primary Internet connection to go down. According to a recent study by IDG Enterprise Cloud Computing, more than 1/3 of IT budgets will be spent on cloud computing. As our demand for immediate information grows, so too will our adoption of cloud computing applications. So don’t follow that old adage: “Take your head out of the clouds!” I am telling you to put your head and your business in the cloud!

Lisa Shorr Vice President of Marketing PC Troubleshooters, Inc.

RISBJ | rhode island small business journal

Zoning ordinance | CAPITAL CITY

ZONING ORDINANCE

ANOTHER TIPPING by Mayor Angel Taveras

For older urban core communities, the opportunity to have a clean slate upon which to build is rare.

pedestrian environment that preserves our rich historic fabric and grows the knowledge economy.

In Providence, fate and circumstance provided this great capital city with the chance of a lifetime, when decisions were made several years ago, to relocate Interstate 195, which transects the city East to West. That decision led to the opening up of more than 20 acres of formerly-covered land and a new, collective vision for its development.

The creation of the stateâ&#x20AC;&#x2122;s 1-195 Commission, crafted by the RI General Assembly and led by myself and

In an area that had been torn apart decades ago by this freeway, opening up this land knitted back two severed areas, and neighborhoods from the south to our very active downtown and residents to the waterfront. It also provided for opening up waterfront development in Fox Point, developing new open spaces and an animated

GIVES DEVELOPERS AND BUSINESS OWNERS A MORE PREDICTABLE PATH FORWARD Governor Chafee, planners and staff, and consultants Perkins + Will, led to a remarkably transparent process, with residents, businesses, neighborhood associations, government officials and more coming to the table. Together, we

were able to work towards an important goal: developing a vision for our future. This month, we gathered for a ceremonial signing of landmark legislation -the Downtown and Knowledge District Zoning Ordinance built through extraordinary cooperation and hard work. This new ordinance promotes growth of the knowledge economy and institutional expansion, sets clear illustrated examples of appropriate design and rehabilitation of buildings, new height zones with appropriate scale, incentives for mixeduse and structured parking, transparent process and safeguards on demolition. This new zoning plan clears red tape and gives developers and business owners a more predictable path forward, and we know greater opportunities lie ahead.

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To learn more about how you can get involved with the Rhode Island chapter, please contact Elizabeth Perry at liz.perry@lls.org or 401.943.8888. Or go to www.lls.org/ri

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Rhode Island Chapter of the Leukemia and Lymphoma Society | FEATURED NONPROFIT

RELENTLESS IN THE FIGHT AGAINST BLOOD CANCERS Curing leukemia, lymphoma, Hodgkin’s disease and myeloma and improving the quality of lives of patients and their families is what the Leukemia and Lymphoma Society (LLS) does every day. LLS is the world’s largest voluntary health agency dedicated to blood cancers and we fund lifesaving blood cancer research around the world and provide free information and support services. We focus on Research. We are advancing the diagnosis and treatment of blood cancers through continued funding of academic research, the therapy acceleration program and other special initiatives. We are proactively establishing a research agenda and direct a portion of research spending to specific areas of unmet medical need for leukemia, lymphoma & myeloma. We focus on Patient Services. We develop programs for patients and their families to address their information and support needs. LLS is the key source of information and services for patients throughout their cancer journey.

We focus on Fundraising. The Light the Night Walk on October 6th in Garden City Center, Cranston is a two mile walk around the surrounding neighborhoods where we “light the night” with illuminated balloons. Light a gold balloon to REMEMBER a loved one, a white balloon to CELEBRATE being a blood cancer survivor, or a gold balloon to REMEMBER a loved one. If crossing the finish line after running or walking 26.2 miles or 13.1 miles, cycling 100 miles, completing a triathlon or hiking adventure while helping cure deadly diseases are things you’ve always wanted to accomplish, the Team In Training program will make it happen. Sailing more your thing? We host an annual fundraising Regatta in Newport every June with the New York Yacht Club. It’s a fun weekend filled with various sailing related activities. Have children in school? Through meaningful service and cooperative team work, kids across the country have raised more than $100 million over the past 14 years, proving they can make difference in the lives of others too.

www.risbj.com | volume one issue four

Nineteen Local Men and Woman Raise Over $232,000 for Leukemia & Lymphoma Society’s Rhode Island Chapter Man and Woman of the Year Campaign. Each year, in communities across the country, dynamic, passionate candidates engage in a spirited competition to earn The Leukemia & Lymphoma Society’s “Man & Woman of the Year” titles, by raising funds for blood cancer research. The candidates compete in honor of children who are local blood cancer survivors, the Boy & Girl of the Year. Every dollar counts as one vote, and the titles are awarded to the man and woman with the most votes at the end of ten weeks; the top local fundraisers in the country win the national titles. Man & Woman candidates are goal-oriented and compassionate. Their relentless efforts are focused on making life better for hundreds of thousands of patients battling blood cancers: leukemia, lymphoma and myeloma. Funds raised by Man & Woman of the Year participants are used for: •

Lifesaving blood cancer research

•

Financial assistance to cover patient expenses for transportation, medication and testing

•

Free educational materials and events for patients and their families

•

Local programs such as Family Support Groups and First Connection, a peer-to-peer counseling program

•

Comprehensive, personalized assistance through our Information Resource Center

RISBJ | rhode island small business journal

Winners of the 2012 Campaign Announced May 12, 2012 - The Rhode Island Chapter of The Leukemia & Lymphoma Society (LLS) wrapped up its 2012 Man & Woman of the Year competition on May 12, 2012 at a Grand Finale in Newport with Tim Robey and Cathy Edington coming out victorious in this 10-week fundraising competition. Man of the Year, Tim Robey, the Senior Vice President of Dwight Asset Management raised over $52,000 in is 10-week campaign. Cathy Edington, Strategic Account Specialist for Cox Communications won the title of Woman of the Year raising over $18,000 in her 10-week battle. Both candidates raised these funds through online donations, social media, and numerous events – golf outings and 80’s dances, just to name a couple. Community leaders competed for the national title of Man & Woman of the Year, an honor surrounded with a great deal of fanfare, including a full-page ad in USA Today, but the most important reason candidates participated was for families like this year’s Boy and Girl of the Year, Gavin Larson and Autumn Lawrence. Gavin and Autumn are local children who are survivors of blood cancers and who are sources of inspiration. Every dollar raised counted as one “vote.” The male and female candidates with the most “votes” were awarded the title of 2012 Man & Woman of the Year. The money raised by candidates over the ten week period is used by LLS to fund research seeking cures and better therapies, and to provide information and support so that patients have the best possible outcomes throughout their cancer experience. “We are thrilled to announce our 2012 Winners. Congratulations to Tim and Cathy as well as our Runners-Up Ralph Lawrence and Jaime Clampitt Hayes. Even though there are winners, it is the collective total of the entire 19 candidates that is truly amazing. Over $232,000 raised in RI for blood cancer research and patient services is amazing. What a wonderful group of candidates!” said Bill Koconis, the Rhode Island Chapter’s Executive Director. “We cannot express enough how lucky we are to have such amazing volunteers associated with the LLS. We could not do any of this without them.”

Quote from Woman of the Year

Quote from Man of the Year

Cathy Edington

Tim Robey

Raised Over $18,000

Raised Over $52,000

The experience of “running” for LLS Woman of the Year started as one thing and ended up being totally different than what I expected. It began as a way to honor my sister Kim, who died of AML at the age of 38 in 2005 and also to raise money for a great organization. As I got into the campaign, sent out my letters and Facebook updates and started having events, it changed. People literally jumped in to help – by putting together fun events, by helping me get raffle items, by their donations, by their encouragement. I was reminded of the huge support group that surrounds me every single day and for which I am extremely grateful!

The experience of running for Man of the Year was both exciting and rewarding. It was amazing how many people were there to support me and assist me in creating and hosting my fundraising events. It was a true pleasure having events in which everyone gave me great feedback and enjoyed themselves – further promoting the mission of LLS. I am happy, being a two-time cancer survivor, that I am able to give back and extremely honored that with the support of my family, especially my Mother, and my all of my friends, that I was able to raise as much as I did. The entire group of candidates was amazing I am humbled to be a part of such an amazing class of candidates.

www.risbj.com | volume one issue four

Our 2012 Candidates

Christine Andrews ProPointCS Sr. Account Executive

Dan Bullock AFLAC Associate

Jaime Clampitt-Hayes 4X World Champion Boxer Boxer/Coach

Carla Izzard

Robert Ashegh

Marissa Bianco DePetrilloâ&#x20AC;&#x2122;s Bakery Co-Owner

MBA for a Day Consultants CEO/Entrepreneur

Erica Caligiuri

Sandra Cano

Joanne Clukey

Merrill Lynch Financial Advisor

Rhodes Elementary and Glamour Magazine Teacher/Glambassador

Latino Public Radio On-Air & Board of Directors

Karen Dalton

Becky DiStefano

RI Academy of Family Physicians, Executive Director Market America, Internet Franchise Owner Shoulder To Shoulder, Executive Assistant Health Access RI, Operations Manager

Ralph Lawrence

Met Life Auto & Home Lawrence Medical Products | rhode island small business journal 58 RISBJ Paralegal CEO/General Manger

Haute Tags, Inc. Pres/Founder Haute Tags,Inc

Stephen Lepre

Lepre Physical Therapy CEO/Entrepreneur

Kristen Boie

Cherry Hill Manor Director of Marketing

Cathy Edington

Cox Communications Strategic Account Specialist

Sean McNamara

Underdog Wine & Spirits NE Area Manager

Additional

2012

Candidates

Jennifer Megna

Khan Litwin Renza & Co. IT Manager

Tim Robey

Dwight Asset Management Sr. VP Portfolio Mgr.

Mark Searles

NBC10 Chief Meteorologist

The Man & Woman of the Year Nominating Committee... The Man & Woman of the Year Nominating Committee consists of former candidates and community leaders who volunteer their time and resources to nominate candidates and support the campaign. The team meets monthly and works on recruitment of candidates, sponsorship, public relations and logistics. A Special Thank You To Our Amazing Nominating Committee Without them we would not have our amazing candidates Carolyn Issenberg - Goldstein, Chairwoman -

Danny Angeli of Wave Technologies

Chris Coppola of Merrimack Mortgage

of Clear Channel Providence

Kevin Casey of Sweeney Real Estate

Dianna Glass of Lifespan

John Surrette of Kahn Litwin Renza, LLP

Adam Harvey of Gladworks

Chris Yalanis of Wells Fargo Advisors

Jessica Schiano of 92ProFM, a Cumulus Station

Jeshua Zapata of Xzito Creative Solutions

Joe Gildea of River Ridge Consulting Group

Jim Tucker of AllState Financial Services

Pat Paolino-Cruz of SNE Woman’s Magazine

Tom Lynch, Attorney at Law

Gus Manocchia, MD of Blue Cross and Blue Shield of RI

and MediaPeel

Sharon Lindholm of Johnson and Wales University

Kimberly Moore of The Bulﬁnch Group

Amber Loxley-Kelly of Mary Kay Cosmetics

Kerri Friel of Community College of Rhode Island

Information For The 2013 Campaign

If you know someone you think would be an ideal candidate, you may nominate them and/or become part of their campaign team. Or, you may want to find out more about becoming a candidate yourself. If you’re a born leader, ask about being part of our nominating committee. If you prefer to have your company associated with this prestigious campaign, find out about becoming a national sponsor. Any way you choose to participate in this high-profile campaign, you’ll be helping people with blood cancers live better, longer lives. For any questions or to get involved, contact Elizabeth Perry at liz.perry@lls.org or 401.943.8888 or go to www.mwoy.org/ri to fund out more.

www.risbj.com | volume one issue four

GoLocalProv.com is the “go to” local Web experience that breaks the biggest local stories, sports, high school sports, weather, news, politics, arts, entertainment — and allows users to go as deep as they wish. Branded, credible, and respected contributors from RI create the stories and content. Information is delivered through multimedia, written, and video platforms. All at GoLocalProv.com.

How to Become a Natural at Networking Do you enjoy walking into a room full of people you don’t know and start talking? Networking, or what I like to refer to as relationship building, is an essential part of business success. Many people avoid this activity because it makes them feel awkward and uncomfortable. The truth is, if you want to grow your business or uncover new career opportunities, networking is a must. People want to do business with people they know, like and trust. How people perceive you upon meeting you for the first time is a key factor in developing successful working relationships. It takes just a few seconds for someone to form a first impression of you. Exuding confidence and credibility are qualities people are drawn to immediately along with the ability to develop meaningful conversation in a short period of time. The impression you make needs to be strong both in person and online. The first time you connect with a potential client or recruiter may be online. You want to make sure their impression of you is a positive one. Follow my tips below and you’ll be a networking natural in no time. 1. Exude confident body language. Approachability is an essential skill in networking. Smile, extend your hand for a handshake, state

RISBJ | rhode island small business journal

your name clearly and maintain an open stance. Welcome others into your conversation if you are talking with a small group of people. 2. If you are talking one-on-one, make that person feel like they are the most important person in the room. Demonstrate strong listening skills by maintaining good eye contact, nodding periodically and not thinking about what you are going to say next. Focus on what they are saying. 3. Think of ways that you can help the people you meet with their business or career goals before asking for something in return. 4. Look the part of a confident and credible professional. Don’t look like you decided to drop in to the event last minute. Wear an outfit that reflects what you do. If you are a designer, go for a look that is interesting and stylish, but not too wacky. If you are a financial planner, your look needs to reflect quality. Your image speaks volumes. 5. Always review your online presence and make sure you are communicating the story you intend. 6. If you plan on following up with new contacts through Linkedin, make sure you write a personalized message indicating where you met them and why you think it would be beneficial for the two of you to connect. Your professional network is a tool to help you move your business or your career forward. It is it a popularity contest. 7. Don’t try to talk to everyone in the room, meet with enough people you feel you can have a meaningful conversation with and have time to follow up. It’s better to leave a networking event with three strong contacts rather than ten mediocre ones.

Providence | GOLOCAL

Winners Named in 2012 RI Business Plan Competition A maker of an innovative monitoring device for the marine industry, a developer of an online service that helps college students find off-campus housing, and the creator of a web-based application for customizing in-store music streams today were named winners in the 2012 Rhode Island Business Plan Competition.

The three winners and four finalists will share prizes valued at more than $200,000. Siren Marine, Inc., a Connecticut-based company that is relocating its headquarters to Providence, which has developed a waterproof device that monitors critical systems for any type of marine asset, was named the Technology winner. The company, led by Daniel Harper, of Mystic, Conn., was also the competition’s top cash winner and received $40,000 in addition to nearly $25,000 in services. Harper said Siren Marine will use its winnings to hire staff, ramp up local manufacturing, expand operations, and market to the Rhode Island boating community before expanding elsewhere.

The Entrepreneur and Student track winners each received $15,000 in cash and services valued at nearly $24,000. The winners were announced at the annual RIBX business expo at the Rhode Island Convention Center, sponsored by the Greater Providence Chamber of Commerce. Competition Co-chair Larry Davidson, principal with the Providence-based accounting firm of Kahn, Litwin, Renza & Co., congratulated the winners and finalists, noting, “All offered innovative, solid proposals for new businesses, which really makes Rhode Island the ultimate winner.” David Mitchell, dean of the College of Business at Johnson & Wales University and competition co-chair, said, “This year we were supported by a record 51 sponsors, who make the competition possible. We thank them greatly and look forward to continue working with them to expand on the competition’s success.” Finalists in both tracks received $5,000 in cash and services valued at between $9,000 and $11,500. Prizes were donated by sponsors, which included private companies, professional services firms, investors and banks, foundations, nonprofits, colleges and universities, and public agencies. To be eligible to win, applicants had to agree to establish or maintain operations in Rhode Island.

Finalists in the Entrepreneur track were: Buy with Heart, an online service that will allow consumers to easily find social enterprise products and services, led by Kelly Ramirez, of Providence. Splitwise, an Internet-based system that advises people about fairness and shared bills and automatically pays people back to balance their share. Jonathan Bittner, of Providence, is leading the team.

According to Harper, “No company in the marine industry has produced and marketed effectively a wireless device to monitor, track ,and control water-born assets. Historically, the boat ownership experience has been plagued with worry when these expensive watercraft are left untended, exposed to weather, system failure, and catastrophic loss.”

JC Wind, a manufacturing company that will create carbonfiber based wind turbine blades with an attractive strength/ weight profile at less cost. The includes James McGinn and Carli Wiesenfeld, both seniors at Brown University.

The winner in the Entrepreneur track was JumpOffCampus, led by Mark Abramowicz of Providence, a nascent company that will provide a free online service to colleges and universities to help their students find safe and affordable housing near campus.

Solar4Cents, a manufacturing company that will produce lowcost, thin-film copper, zinc, tin, and sulfur solar cells for solar panel manufacturers, developed by Brown University graduate students Sean Pennino, Xiaotong Shan, Meng Zhang, and Bhavuk Nagpal.

Winning the Student track was Overhead.fm, which is developing an application that will provide a customizable stream of music for in-store use by licensing music directly from artists/labels. The company was co-founded by Stephen Hebson and Parker Wells, seniors at Brown University.

The 2012 competition attracted 75 business plans that spanned the biotech, Internet, consumer, distribution & manufacturing industries. This year marked the ninth time the competition has been held since it first awarded prizes in 2001. To date, it has awarded more than $1.2 million in prizes.

Finalists in the Student track were:

www.risbj.com | volume one issue four

GOLOCAL | Providence

Experiment All The Time Learn by doing. Constantly test new ideas. Learn, share and repeat. The world is ever changing — stay ahead of the curve. Embrace the art of discovery. We need to try more stuff. Innovation is never about silver bullets. It’s about experimentation and doing whatever it takes, even if it means trying 1,000 things, to deliver value. Business model innovation requires a lot more experimentation than we are comfortable with today. Tweaking existing business models won’t work. Technology as a sustaining innovation may improve the efficiency of current business models but will not result in the transformation that we all want and need. We need to learn how to leverage technology for disruptive innovation and to experiment with new business models. Geoffrey Canada, the inspiring founder of the Harlem Children’s Zone in NYC, reminds us of the importance of constant experimentation. Everyone wants to know the one thing that makes a program like Harlem Children’s Zone successful. What is the silver bullet that will allow the program to be replicated with ease across the country? We are always looking for an easy answer. There is no silver bullet and it is not easy to transform any business model or social system. According to Canada, at Harlem Children’s Zone it is doing 1,000 things with passion to help those children succeed. It is about focusing on the customer, in this case, the children within 100 city blocks in Harlem and doing what ever it takes to help them secure a bright future. There is no one thing. Business model innovation is all about experimentation. It is about combining and recombining capabilities from across silos until something clicks and value is delivered in a new way. It is never just one thing. It starts with a big idea that gets the juices flowing and attracts others with similar passion to the new approach. The big idea has to be translated from the white board on to a real world test bed to demonstrate that the idea is feasible. Starting small and demonstrating progress is key to building credibility and expanding a network of interested stakeholders. An ongoing portfolio of small-scale experiments to fail fast on those without merit and to prioritize those with the potential to scale is critical. We also must get far more comfortable with hacking capabilities. Capabilities are the amino acids of innovation. They are the building blocks that enable value delivery. Innovation is a better way to deliver value and is often the result of repurposing existing capabilities. Locking capabilities into rigid organization structures and proprietary closed systems gets in the way of unleashing new

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sources of value and solving many of the important challenges of our time. Innovation is about hacking capabilities. Business model innovation happens when we enable random capability collisions resulting in new and unexpected ways to deliver value. A good example of the power and potential of hacking capabilities is Microsoft’s (MSFT) Kinect. Microsoft introduced Kinect in November 2010 as a product extension to its Xbox franchise. Kinect adds a very cool capability for Xbox game players by getting rid of the hand held game controller and turning players into their own controllers. Microsoft and cool haven’t been used in the same sentence for a long time. Kinect is cool. Microsoft predictably launched Kinect with it’s deeply ingrained proprietary product mind set. You could buy Kinect as a bundle with an Xbox or as a separate component to attach to an existing Xbox for $150. While Microsoft views Kinect as a product the global geek community views it as a capability. To geeks, Kinect is a powerful capability screaming to be hacked and repurposed for exciting new uses beyond its use as an Xbox extension. What a bargain for only $150. It’s a hackers dream.

business model innovation is all about experimentation And hack they will. A crowd of makers, programmers, roboticists, and other assorted and sundry geeks are having at it to explore what Kinect can enable beyond Microsoft’s initial intention. It’s only a matter of time before we see new gesture based applications and platforms. How about gesture based health care and education applications to start? Microsoft’s initial knee-jerk reaction was as expected, negative. Initially the company was caught flat-footed saying it didn’t condone product tampering and threatened legal action against hackers. Think, Apple (AAPL). However, I have to give Microsoft some credit, once market enthusiasm for Kinect became clear and sales starting taking off with 2.5 million of the motion sensors sold within the first month after launch, the company began to get open innovation religion. OK, maybe that’s an exaggeration, but Microsoft stopped threatening hackers with legal action and at least publicly embraced hacker enthusiasm to explore new uses for Kinect. Maybe there is hope that Microsoft can be cool again! Hacking capabilities can unleash new sources of value and solutions for many of the social system challenges we face today. We should encourage capability hackers and make it easier for them to work their magic. We need to try more stuff. Innovators, hack away. Experiment all the time.

Providence | GOLOCAL

Providence College Names New Dean of Business School Providence College announced today the appointment of Dr. Sylvia Maxfield as the dean of its School of Business (PCSB). Dr. Maxfield comes to Providence College from Simmons College in Boston, Mass. where she has served on the faculty at the Simmons School of Management since 2002. As Dean of PCSB, Dr. Maxfield will lead the School forward in what Providence College hopes will be its new existence as an accredited school of business. The College is nearing the end of a multi-year effort to secure accreditation for PCSB from the Association to Advance Collegiate Schools of Business (AACSB). An AACSB team visited the College for its final site inspection last month. A decision is expected sometime late this summer.

A specialist in the global economy, Dr. Maxfield has experience in both the academic and business worlds. In between her work at Yale and Simmons, she worked for several years with Lehman Brothers as Senior Sovereign Analyst and Vice President. She was responsible for research, publications and advising the emerging markets fixed income traders, sales staff, and the firm’s clients on country strategy. She also has consulted with organizations such as the World Bank and Mitsubishi International. Dr. Maxfield is a cum laude graduate of Cornell University where she received a B.A. in Economics and Government in 1980. She earned her Ph.D. in Political Economy from the Graduate School of Arts and Sciences of Harvard University in 1988. Dr. Maxfield is the author and editor of several books, most recently Gatekeepers of Growth (Princeton University Press). Her cases and research projects have appeared in many publications including The Wall Street Journal and Forbes. She is featured periodically as an economics and financial institutions commentator on radio and television. She will begin her official duties at Providence College on August 1, 2012.

PCSB currently has four undergraduate majors leading to a Bachelor of Science degree (Accountancy, Finance, Management and Marketing) as well as a practice-based MBA program. Earlier this year, a team from PCSB captured first place in the 2011 national accounting competition known as eXTREME Accounting (xAct). “We are pleased to bring Dr. Maxfield aboard to lead our School of Business at this exciting time in its history. Sylvia has a great vision for the School and for the entire Business program at Providence College that includes more inter-disciplinary work with other majors. The School is already thriving and I am confident that Dr. Maxfield, working together with our outstanding business faculty, will help us take it to an even greater level,” said Providence College President Rev. Brian J. Shanley O.P. During her tenure at Simmons, Ms. Maxfield chaired that institution’s MBA program, served as Faculty Senate President and was Professor & Director of the Principled Leadership Program building curricular and co-curricular focus on the social and environmental face of business. Earlier in her career, she was a member of the faculty at Yale University from 19881997, as Assistant and Associate Professor in that university’s Department of Political Science and its School of Management. She also served as the Director of Yale’s M.A. program in International Relations.

From Rhode Islanders and for Rhode Islanders: See it. Read it. Share it.

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WOMEN IN BUSINESS | Positive Business

by Patricia Raskin

HOW TO HANDLE CUSTOMER OBJECTIONS How do I handle objections from my customers without seeming defensive or appearing to push my product or service upon them? There is a process for handling objections, which requires questioning your customers and taking their needs into account. Since most of us haven’t had formal training in handling objections, it is common for us to immediately defend our product or service without giving the customers a chance to fully explain their specific needs and express their feelings. The following is a four-step process to help you:

Step One – Ask a question or make a statement to make sure you understand the objection. Often when a person states and objection, it may not be the real objection. For example, if a customer says “Your product or service is too expensive,” it could mean, “I cannot afford your product, your product is priced on the high end of the market range” or “Your product is not worth it to me.” It is important to determine which of those statements is the real objection because they all meet a different customer need. If a customer has a problem with the price of your product, your question in step one might be, “What do you know about this product or service and the range of prices?” However, if the objection is about the worth of the product, your question may be, “Where do you use the value of this product or service for your use?” Once you have uncovered the real objection in step one, go on to:

Step Two – Restate your understanding of the objection. In this stop, you are paraphrasing and clarifying what the customer has just told you about the objection. For example, if they customer tells you that they would use your product or service only on occasion, your response might be, “I understand what you are saying, you feel that you wouldn’t use this enough to justify buying the product.” This then leads you into: Step Three – Provide your information. This is the step that most of us start with which is stating the reasons why the objection can be overcome by your point of view. For example, in response to the customer saying that they would use your 64

RISBJ | rhode island small business journal

product or service only on occasion, you might respond with “This product or service can be used in the following way… so that it can help you on a frequent basis as often as providing you with daily use.” Once you have explained your reasons for overcoming this objection, you go on to:

Step Four – Check for agreement. This is where you ask the question, “Does this make sense to you? Will this work for you? Do you agree with my thoughts on this?” In this step you always ask a question because if the person does not agree, you have a new objection to deal with and then need to repeat the process by returning to step one. You don’t have to memorize these steps and state them exactly. The point of these four steps in handling objections is to use steps one and two to take the customer in account. In doing so, you are listening and showing customers that you care about their point of view. The “pushy salesperson” syndrome is a result of not making sure you understand the real objection or clarifying what the customer has said. Instead, step three of providing the information is often the first thing the salesman does and it usually results in the customer feeling not important, not heard and short-changed. If you do nothing else, make sure that when a customer has an objection such as price, delivery time, complicated usage, value to customer or inconvenience, you ask questions, listen and show your customers that you understand their needs. Handling objections in this manner will help you to not only meet the needs or your customers, but increase their loyalty to you. Patricia Raskin Raskin Resources Productions www.patriciaraskin.com President of Raskin Resources Productions, Inc., is a radio talk show host, awardwinning producer, media coach and speaker. She is the host of “Positive Business” on AM790 on Fridays from 3-5PM and “Patricia Raskin Positive Living” on WPRO -630AM & 99.7FM on Saturdays from 3-5PM.

Networking Doesn’t Have To Be Painful! | WOMEN IN BUSINESS

NETWORKING DOESN’T HAVE TO BE PAINFUL! by Tuni Renaud Schartner

It is sometimes a shock for me realize that some people find networking to be stressful! I happen to be one of those freaks of nature that LOVES meeting new people, being social and working so, for me, networking events are more like, “wow, this counts as work? Really?!”. I recently started giving workshops that provide tips on how to make networking less stressful by ever so slightly tweaking your thoughts and behaviors. Top 10 helpful hints for painless “networking”... 1. Remember...we are all “people”! *I go to networking events with the idea that someone I meet may become a friend, that I’m probably going to learn something that I didn’t know before I went in and that I shouldn’t judge a book by it’s cover because you never know what could be going on with anyone you meet on any given day. 2. What is your “WHY”? *Ah, my favorite question and what is becoming a sort of joke amongst my friends...”What’s your why?” or “Why do you do what you do?”. I saw this question asked a few months back during an on-line presentation and it immediately struck a chord within me. It’s all right there in that simple three word question. Isn’t being as authentic as possible the answer to everything? And, don’t you think that when someone is being authentic and doing what they are supposed to be doing for all the right reasons they can’t help but be a smashing success! We, obviously, change & grow and our “WHY” will change too, but isn’t that what it’s all about...the why?! 3. Life should be fun...are you having fun? If not, what can make the experience more enjoyable? *I can’t help this one, I was born with a positive nature and boy am I happy about that. Believe me, I’m far from perfect and can have moments of raving unpleasantness but mostly I just prefer to try to enjoy what I know I have to do, it is really amazing how you can change something that has the potential to be stressful into something you might even enjoy...it’s really all up to you.

4. AIE!!! Ask any one of my kids, most of their cousins and half of their friends and they’ll say “Attitude is Everything”! So simple but so true...life is full of choices and you can choose to make networking painless?! *Need I say more? 5. The definition of networking: A supportive system of sharing information and services among individuals and groups...I really like the word support! Isn’t that what friends do? Isn’t a networking event an opportunity to meet new people that may become our friends? *I truly feel blessed to be a Rhode Islander and think that one of the very things that we, as RI’ers, sometimes get criticized for is really our biggest asset... we are all connected! Networking is really all about making connections then, if we are lucky, continuing to build on those connections to a point where we are able to share information and services in an enjoyable way! 6. The definition of friend: A person whom one knows, likes, and trusts. My 2nd famous saying to the kids (and anyone else who will listen) is “Life is about the relationships you make”... wouldn’t you rather conduct business (as much as possible) with people you know, like, and trust? Just sayin...! *My favorite part of rebuilding (or finally building) my career in my 40’s is that I’ve given myself permission to follow my intuition, and with the knowledge that life is short, I choose to enjoy building and nurturing many wonderful relationships with people who I sometimes have the double bonus of working with!

7. Life is also about balance so try not to spread yourself too thin...only attend events that make sense for you! *Some may not believe it but this is really my mantra...I often have to make the choice to not attend functions because without enough time being “present” with my kids & family, having fun relaxed time with my friends and getting my “me” time walking with my iProducts plugged in to my ears, I am just not as efficient at work. 8. Sometimes the buddy system helps make events/functions more enjoyable?! *Many people get anxiety walking into an event alone, pick a friend and go to functions with a buddy. It’s more fun, it takes the pain away and if you can drive together it’ll lessen your carbon footprint-a win win. 9. Practice kindness and good intention... it shows and you’ll feel more at ease if you are authentic. *Man oh man, this is SO important to remember! If you are right reasons it is so for everyone. Try not vortex of those of us who prefer doing things for the much more beneficial to get sucked into the negativity...even to ride the happy train fall off the track sometimes but it really never serves any of us well and the sooner you pull yourself up and get back in the “car of kind- heartedness” the sooner everyone will benefit! 10. Last but not least...ENJOY the CLIMB!

Tuni Renaud Schartner President of the North Kingstown Chapter of “fresh connections”

www.risbj.com | volume one issue four

WOMEN IN BUSINESS | We Can Be Heroes…

WE CAN BE HEROES…EVEN WHILE RUNNING A SMALL BUSINESS by Aileen McDonough

Lately we’re hearing a lot of bad news-the economy is still limping along, prices continue to rise, our days only get busier, and those of us who are trying to shepherd our small businesses through the storm are feeling pretty squeezed. Recently I was having a tough day and during my 5-minute pity-party for one, I thought, “I don’t have time to share. I don’t have time to be a hero. I don’t have time to do anything except what is absolutely necessary to get through the day.” I’m sure other business owners can relate. Who has the time to give, or help, when we’re all struggling to survive? Or, at least, that’s the way I was thinking until I talked to fellow small business owner Jen Brillon. A couple years ago, she was feeling frustrated about her own small jewelry business when something changed everything for her— something that enabled her to celebrate a local hero and in her own way, become a hero, herself. “I didn’t have

RISBJ | rhode island small business journal

any idea what would happen, I just knew I needed to do something, and it ended up changing everything,” she tells it now. In October 2009, Jen, along with everyone else in her community of North Attleboro, was hit hard when a local serviceman, Kyle Van De Giesen, was killed in Afghanistan. “Captain Kyle” was a 29-year-old pilot who served in the Marines while his wife, Megan, was on the home front raising their small daughter, Avery and expecting their second child, a son. It was a week before his third and final tour was to end. “I never knew him, but he changed my life forever,” says Jen, “I live directly behind the church, and at around 5:30 a.m. on the day of his funeral, I glanced out of my bedroom window and saw 8 Marines in their dress blues standing completely motionless on the church steps. I couldn’t move. I just stood there for two hours and mourned the loss of this hero that I had so many people in common with—teachers, friends, and community--but never had the honor of knowing.” Inspired by this soldier’s sacrifice, Jen made a decision. She decided that even if her small business was challenging her at that moment, she could use it to help her community and the family who had sustained such a tragic loss. Instead of turning inward in frustration, she turned to a mutual acquaintance of the family and said, “I want to help,” proposing a small fundraiser where she would sell jewelry and donate 100% of the profits to Kyle’s family. It was, unbeknownst to Jen, perfect timing. The family had just established the Capt. Kyle Van De Giesen Memorial Award Fund to honor him and help the community, but understandably, they didn’t feel ready to start planning fundraisers yet. The “small” fundraiser grew, and to date, it has enabled Jen to donate over $4000 to this and other similar charitable funds for her community. But more than that,

…Even while Running a Small Business | WOMEN IN BUSINESS it showed Jen that as a small business owner, she had a unique opportunity to make a difference. She remembered the words of her business recruiter: “This business is yours to do with as you see fit.” Our small businesses may be challenging at times, but we need to remember: they are ours to do with as we see fit. We are the bosses of our companies, and the architects of our future plans, and we decide what our businesses will be. A money machine? A way to use our talents? A big drag?

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my value is not measured in dollar signs, but in that single moment when you know in the most sacred part of your soul that what you do matters – jen Or, can it possibly be a vehicle to help our community? Or an opportunity to give to others, in return for all we’ve been blessed with? Or a way to access the very purpose of our lives, so we can become, in our own small way, the heroes we were always meant to be? Only we can decide. What Jen decided, and continues to see as the purpose for her “small” business, is simple: “My value is not measured in dollar signs, but in that single moment when you know in the most sacred part of your soul that what you do matters.”

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Today I am deciding the same thing for my business, and I hope you do, too.

Aileen McDonough 3am Writers www.3amwriters.com

www.risbj.com | volume one issue four

WOMEN IN BUSINESS | Center for Women & Enterprise

Heidy C. Paz Manager & Owner of La Granja LLC

HEIDY C. PAZ

WINNER OF THIS YEAR’S ANDREA C SILBERT RISING STAR AWARD

As a young child in Guatemala, Heidy Paz’s father encouraged her to study and become a professional. Always a good student, Heidy pursued her dreams of becoming educated even after she married at the young age of 18 years. Things were not easy. While pregnant with her first child and studying at the University, her husband Rony had to leave the family behind and go to America to find employment. Every 6 months until she finished her studies in Industrial Engineering and moved the U.S., Heidy and her young son would travel to the United States to visit her husband. In order to help with expenses she would bring products from Guatemala to sell to her friends. It was when she started bringing dry cheese and cream (difficult to make in this area due to the climate) that the idea for her business began. In 2008 the idea grew to create a dairy company. After phone calls to state organizations, Heidy was referred to the Center for Women & Enterprise as an organization that could help her. Imagine Heidy’s excitement about working towards her dream, but the disappointments from realizing how complicated it would be to navigate the regulations and meet the requirements. With CWE’s encouragement and a scholarship, Heidy attended CWE’s course “CEP: Business Planning” (taught in Spanish) while at the same time completing the requirements for the Food Safety Managers Certification at R.I. Hospitality. The process then led her to Ithaca NY where

RISBJ | rhode island small business journal

she participated in a Dairy Microbiology Workshop at Cornell University. In 2010 Heidy perfected her cheese recipes and investigated and learned relevant state regulations and laws for dairy. Heidy’s tenacity and commitment to her goals kept her moving forward. From further classes, workshops and volunteer advisors, Heidy received assistance from CWE all along the way with things like setting up her company’s legal entity and putting together an accounting system. With everything in place, Heidy launched La Granja Dairy Products in May 2011. The first year was difficult. A mother of three children ages 13, 10 and 5 years, Heidy was stressed. She and her husband found themselves starting to make the cheese at 3 in the morning and finishing at 6 or 7 in the evening. In the summer her children helped so that they could finish earlier and spend time together. It was hard and a sacrifice for all. Having spent all their savings and not having enough to pay their expenses the family found themselves at wits end. Heidy’s parents were extremely concerned. Although worried her father encourage her to keep going and offered to get the money to help with expenses. Since launch Heidy has dealt with many ups and downs, most notably the loss of her initial production location due to the sale of the building. But again, with her perseverance along with CWE’s

assistance she found another suitable facility to produce her cheeses. Today La Granja is offering Queso Fresco (fresh cheese), Requeson (similar to ricotta cheese), and Queso de capas (fresh cheese). Last year the company imported fresh loroco, a vine with edible flowers that grows in Central America and is a popular ingredient in many dishes and sold it in Massachusetts and New Jersey. LaGranja cheeses are made from 100% milk, rennet and salt, with no additives or preservatives and distributed weekly to a growing number of Hispanic and local market stores, currently focused in Rhode Island and Southern Massachusetts. “I thank God for everything that happened. The business is getting good, the sales now are better, but I know it is a long way to success. But now I’m sure, He is with me. My business would not have been possible without the support of my family and the help of the Center for Women & Enterprise.” From the beginning and through this entire process I have been supported by my husband, without him, this would be impossible. I thank my children, Luis, Gloria and Carolina that in our long absences they became responsible and mature, learned to cook and be independent, so as to be consistent and value what they have. As a family we have grown spiritually this last year. I strongly believe that, you can reach your dreams, even if you are an immigrant, if you work hard and follow the rules of this country.”

continued from page 27

Since this process occurs on an individual level (implicitly also at each individual’s pace), it is arguably the single most unpredictable element in the management of change to transformation. It is at this critical point where people either “snap back to grid” and retain their original mindset or they begin to adapt to the existing conditions and evolve into the new environment. So care must be taken as you seek to assist them through this stage as it is in this area where it is determined who moves forward and who falls back. Transformation: This point marks the final stage in the Change process. Transformation is when acceptance, adaptation, assimilation and a settled adjustment occurs within the people as well as in the organization. This is when the mindset of the people is in alignment with the new conditions existing around the organization. The people and the organization have evolved to adapt to the same set of conditions and are once again working in synergy to move forward. What was once considered Change is now considered the “norm”. Then things settle down once again…..until the next round. And the system repeats itself. Conclusion: The thing to remember about the 3 Stages of Change is that in the first phase you and your employees feel disoriented and perhaps fearful. You must then establish Trust in order to establish effective Communications. The level of Trust and Communication that you establish then becomes the single largest factor in determining how many, and who, make it through the precarious Transition stage. Those who make it through that stage will be the ones who have not only Transformed themselves but who have also identified themselves as the ones who can be depended upon to help transform your organization into one that is adaptive, sustainable and very resilient. And that is a powerful formula for success.

Jeffrey Deckman Capability Accelerators www.capabilityaccelerators.com

www.risbj.com | volume one issue four

The Greater Cranston Chamber of Commerce has a long history of serving the local business community. It started as the Cranston Business Menâ&#x20AC;&#x2122;s Association, Inc. on March 25th, 1929 and on November 5, 1931 it changed its corporate name to the Cranston Chamber of Commerce with the purpose of â&#x20AC;&#x153;promoting the commercial and business interests of the City of Cranston in the State of Rhode Islandâ&#x20AC;?. That tradition carries on today.

Stephen C. Boyle, President 150 Midway Road, Suite 178, Cranston, RI 02920 401 785 3780 | www.cranstonchamber.com

Over the last year we have had many changes that have resulted in resurgence and a renewed focus on fulfilling our original purpose. We live in challenging times and we needed to find ways to helping our members to grow and prosper and give businesses reasons not only to continue their membership but reasons for non-members to join. Unfortunately the perception was that we were mainly a social or networking organization but we have worked hard to change that view by incorporating programs that directly affect the businesses we serve. Primarily, we have concentrated our efforts on four main areas. Legislative: We have renewed our participation in the Rhode Island Chamber of Commerce Legislative Coalition which directly lobbies the General Assembly as well as, monitoring local ordinances and working with Mayor and City Council on legislation that benefits the entire business community. In addition we are members of the Small Business Advisory Council (SBAC) formed by Lt. Governor Elizabeth Roberts, General Treasurer, Gina Raimondo, and Secretary of State, Ralph Mollis and the RIEDC. The SBAC is a four department collaborative to provide a single point of contact in government for small business policy advocacy. We also serve on the Legislative

RISBJ | rhode island small business journal

subcommittee of the SBAC headed by Senator Josh Miller as well as the Regulatory subcommittee. Direct Business Expenses: We recognize that the two majors cost factors affecting the profitability of businesses today are utility costs and health care costs. Over the past year we have become involved directly in these issues not only from a policy standpoint but also direct implementation of programs to assist our members. The Chamber is affiliated with First Point Power, a local energy provider, to provide discounted electricity to residential and commercial customers. In addition the Cranston Chamber of Commerce is the Chamber representative for the Ratepayers Advisory Board of the Public Utilities Commission. I was appointed by Senate President Paiva-Weed as a result of legislation designed to provide oversight and legislative proposals for Residential and Commercial customers. We will be vocal as National Grid has submitted rate increases for residential and commercial customers. On the subject of Health Care the Chamber has instituted a voluntary benefits program that when utilized in conjunction with high deductible health plans it minimizes the outlay of deductible costs for the employees. We realize that high deductible programs will continue to escalate and we need to find creative ways to mitigate that situation so that these plans remain affordable for all those concerned. On the policy side we have been active in the Small Employer Health Taskforce created by Chris Koeller, Health Insurance Commissioner. We have been involved in a series of seminars and presentations from the major stakeholders, the carriers and the providers, as to how we can stem the unsustainable increases in health care costs. We are taking the lead as the spokesperson to call for a moratorium on health care premiums until 2014 so

Greater Cranston Chamber of Commerce | FEATURED CHAMBER that we can assess the impact of the Affordable Health Care Act since we see many small businesses eliminating health care as a benefit to their employees. Economic Development: We work on a daily basis with the City Economic Development Director, Larry DiBoni to promote the City of Cranston through its revolving fund initiatives and we coordinate our efforts to get businesses to locate in the City. We also work closely with the local EDC and the RIEDC in moving forward our own “Main Street Project”, Rolfe Square in an attempt to revitalize that particular area. Michelle

we needed to find ways to helping our members to grow and prosper

Small Business Development Council and we are undertaking a Kickstarter project to obtain crowdfunding for a particular business. As a member of the Industrial Development Commission appointed by Mayor Allan Fung, we work with other business leaders to move the city forward in investigating commuter rail initiatives and development of the Elmwood/ Wellington area. We are also members of the Providence/Cranston Workforce Solutions board, appointed by Mayor Allan Fung which gives us direct involvement in unemployment grants and programs that directly affect the residents of Cranston and ultimately our businesses.

Parenteau, Board Member and Owner of Michelle Lee Designs recently organized a Earth Day clean up of the Rolfe Street Area that had over 38 volunteers and we are working with Architect, Kenneth Filarski to create a vision and a practical development plan for the area. We are meeting with the store owners and landlords shortly to get their input on where we want to go. Community and Business owner involvement is key to any revitalization program.

Training Programs: Competing today requires a commitment to constant improvement and the way to achieve that is through training. We have teamed up with David Nash of the Rhode Island Small Business Recovery Corporation and David Lucier, CPA, as a partner on a wide range of monthly seminars from starting a business to the development of a social media presence for your business. In addition we have partnered with the Small Business Development Council in offering an eight week Business Planning class to help new businesses get off on the right foot. That class is held at our new location in The Post Office Plaza in Garden City. They will be working with us to develop the venture capital forum to provide funds for startup companies.

As mentioned earlier we are working with the Small Business Advisory Council on various issues from access to capital to regulatory reform. Several legislative items have come out of these issues with regard to bi-weekly pay to reform of the state fire code. In addition we are enthused at the efforts at the state level to streamline the online documentation necessary to start a business by the Secretary of State’s Office. In addition we moving forward with plans to create a “shark tank” venture capital event in coordination with the

As I stated we are working hard to make an impact on the business community in the City of Cranston and beyond and yes we still do networking but we have added a social responsibility aspect to those efforts as well. At every event we feature a non-profit to promote their cause and overall awareness. So for those of you looking to make your business grow or for those that belonged in the past it’s time to take a look at the Greater Cranston Chamber of Commerce as we continue to move forward.

www.risbj.com | volume one issue four

CHAMBER CHAT | What’s New 1

Central Chamber

New Members

Friday mornings we have a SCORE

Lauren E.I. Slocum, President/CEO

Centre of New England Sports Academy

Counselor available for confidential

3288 Post Road, Warwick, RI

CPU Diagnostics

mentoring

401 732 1100 | www.centralrichamber.com

Daily Grind Cafe

charge! Call 245-0750 and make an

Daylight Films & Video

appointment to build your success!

sessions

–

free

Eleven Forty Nine Restaurant

Starting Wednesday, June 13th we

Floors To Go

are offering a QuickBooks Lunch Hour

Commerce strives to help its members

Frontline Fitness Equipment

Series every other Wed. Bring your

reach

Gel’s Kitchen

lunch and your questions! You can find

Networking

–

Support

–

Advocacy.

The Central Rhode Island Chamber of their

goals.

The

dedicated

staff, volunteer Board of Directors and

Lowe Psychological Associates

us online at www.eastbaychamberri.

Ambassadors are available by phone or

M/C Renovations, Inc.

org and on Facebook at www.facebook.

email to assist members maximize their

Mizu Japanese Steakhouse

com/eastbaychamberri to learn more.

membership. Each month there are a

Mutual Property Associates

number of business opportunities where

Occupations Unlimited

New Members

individuals can meet potential clients or

Raymour & Flanigan

Massage with Cecilia

further develop relationships with existing

Re/Max Professionals - Judi Fiske

Narragansett Sailing

ones. The Central Rhode Island Chamber

Reliant Electric

Nutrition 4 Life

is always expanding what they have to offer

Rhode Island Airport Corporation

The Foolish Fox

their members based on what needs are

Speak Easy

The Sweet Shoppe

being expressed. If you are looking for a

The Bead Sting

working partner for your company that is

The Learning Curve

friendly and accessible give us a call we

The Thank-U Company Inc

Deborah Kelso, Executive Director

welcome the opportunity to speak with you.

Twisted Throttle Ltd

36 Ocean Road, Narragansett, RI

let’s talk about

East Bay Chamber

Narragansett Chamber 401 783 7121 | www.narragansettcoc.com

Mark Matrone, Chairman

Join us aboard the Block Island Ferry for

16 Cutler Street, Suite 102, Warren, RI

a guided tour of Block Island with lunch

401 245 0750 | eastbaychamberri.org

at the National Hotel on Saturday, June 9th. The United Chambers of Southern

Our mission is to promote business as the foundation

RI are hosting this great fun filled day on

the Island.email Leaveus theat dock at 11 am and

sales@ritelephone.com return at 6 pm. $50 per person includes for community growth and taxes and gratuities. FOR A FREE all1 including MONTH TRIAL

well-being by being the most reliable resource and leading

all in one virtual phone solution 72

RISBJ | rhode island small business journal

advocate for businesses

New Members

throughout the East Bay

Jackie’s Seaside Cafe

VOIP PBX Features: Auto Attendant & Voicemail East Side Printers and surrounding areas. Transfer to Cell Phones Eden Manor B & B Voicemail to Email & Music on Hold Built In Leather-n-Lace Boutique Consignments of NY We welcome new Web Portal for Administration Paychex members! Get involved! Wild Wood Catering Be part of a dynamic Netsense group of leaders, make new 888 856 5970 contacts, gain new lifelong 4 Newport friendships 81 andWestern increase your Industrial Drive Jody Sullivan, Executive Director opportunity to grow. We have Cranston, RI 02921 35 Valley Road, Middletown, RI a lot of great thingswww.ritelephone.com happening 401 847 1608 | www.NewportChamber.com here at the East Bay Chamber.

What’s New | CHAMBER CHAT The

Newport

County

Chamber

Our

30th

Anniversary

officially

reputation,

highly

respected

Commerce held the 2012 Excellence

underway! The North Central Chamber of

the community and has partnered

In Business Awards on May 7th at the

Commerce is celebrating as we award our

with over 50 local businesses in her tenure with LINKS (Laymen In North

Newport Officers’ Club. Carolyn Rafaelian,

“Ambassador of the Year”, “Community

Owner and Designer and Giovanni Feroce,

Service of the Year, “Rising Star of the

CEO - Alex & Ani were the keynote

Year” and our “Small Business of the Year”

speakers. Over two hundred attendees

at our Annual Dinner “Night of the Rising

from the local business community were

Stars” this month!

Kingstown Schools). Ms.

Pughe

was

instrumental

the design of the Chamber’s new

there to recognize the seven winners.

strategic plan, emphasizing economic We are certainly looking forward to

development, while she served on

The names of these seven winners were

serving the small business community in

the NK Chamber of Commerce Board

kept secret until the day of the event:

the towns of Johnston, North Providence,

of Directors.

Smithfield, Scituate, Foster and Glocester

Kingstown Chamber of Commerce align

Micro-Business:

for another 30 years.

The goals of the North

with creating a sustainable business

Marketing & Events

climate that draws people regionally,

Small Business:

We recently held a series of Business

Newport Family & Cosmetic Dentistry

Boosters (Education) for our members,

nationally and globally. New Members

Medium Business:

Tallulah on Thames

event, and we are looking forward to

Plum Beach Club

Large Business:

participating

Unetixs Vascular Inc.

Hotel Viking

Outreach

phenomenal in

Speed

(Networking)

RIEDC’s

(Advocacy)

Community

Forum

with

Woman Owned Business:

Governor Chafee and the towns of

Greenvale Vineyards

Johnston & North Providence.

Eden Studios Narragansett Bay Olive Oil Company

Business Entrepreneur: New Members

Newport Biodiesel

let’s talk about

Non-Profit Business:

Pappas Physical Therapy

Child & Family

Rhode Island Relay

Able Mind & Body

North Kingstown

Bike Newport

Toby Aaron, Chair

New Members

Gray Matter Marketing, LLC

8045 Post Road, North

JFA Security & Consulting

Kingstown, RI

Services, Inc.

401 295 5566 | www.

Kia’s Financial Services

northkingstown.com

email us at sales@ritelephone.com

FOR A FREE 1 MONTH TRIAL

Leo’s Ristorante Middletown Rotary Club

The North Kingstown

Nankeen

Chamber

NV - Charts

Commerce Board of

Ocean Romance, LLC

Directors announces

Ocean State Tall Ships

its

Executive

all in one virtual phone solution

Shelalara Vineyards & Winery, Inc.

new

Director,

Martha

Pughe. She brings 15

North Central Chamber

years

Deborah Ramos, President

working in and leading

VOIP PBX Features: Auto Attendant & Voicemail Transfer to Cell Phones Voicemail to Email & Music on Hold Built In Web Portal for Administration

experience

255 Greenville Avenue, Johnston, RI

non-profit organizations.

401 349 4674 | www.ncrichamber.com

She has built a positive

888 856 5970 81 Western Industrial Drive Cranston, RI 02921 www.ritelephone.com

www.risbj.com | volume one issue four

CHAMBER CHAT | What’s New 7

Northern RI

directory, call the Chamber to speak

John C. Gregory, President/CEO

with

6 Blackstone Valley, Suite 301, Lincoln, RI 02865

businesses or stop in and pick up our

401 334 1000 | www.nrichamber.com

local

residents

who

use

Business & Community Guide.

the

Either

way you will find a business you know The Northern Rhode Island Chamber of

you can trust. By supporting Chamber

Commerce regularly follows more than

Member Businesses you are supporting

300 legislative bills at the state level each

your local economy and putting money

legislative period. This legislative session

back into your community!

will close mid June but the NRI Chamber,

RIHANI International Inc. Alex & Ani Sysco Boston Zola Chiropractic

which leads the coalition of chambers,

New Members

will continue to be hard at work preparing

Blackledge Real Estate & Consulting

for the next session which resumes in

Accutrust Mortgage

Edibile Arrangements Cranston Country Club

September. Business matters at the NRI

Attorney Title Services

Chamber and your Chamber works to

Brad Smith Photography

help your business grow by proactively

Dragon Palace of Wakefield

watching and addressing legislation that

Narragansett House Rentals

can adversely affect you business, so

Peitsch Co. Fine Art Supplies

you don’t have to

Pier Liquors Smoothy Booty Cafe

Manpower

Rhodes on the Pawtuxet Whole Foods Market Michael Buco/New York Life

Wild Wood Catering

Estner Chiropratic Center

Aflac - Dan Bullock

Merrill Lynch

Anytime Fitness

South Shore Property Management and

Capital Business Products

Boucher Real Estate

Repair LLC

CDC New England

Squeegee Clean

Coldwell Banker - Kimberly Hawthorne

Twisted Throttle LLC

Complete Payroll Solutions

Cool Beans Cafe

New Members

Euro-Asia Consulting, LLC IGT Kenneth R. Dulgarian Properties Ken’s Printing Co. Law Office of Jason M. Holt, Esq. NMC (National Marker Co.) Seacoast Mortgage Corporation

Southern RI Elizabeth Berman, Coordinator

Pinkberry

A Special Thank you to our New Corporate Sponsors Taco Inc

Innovative Energy Advisors

New Cranston Chamber Members

Centreville Ban

your chamber not listed contact us today so we can add your information and new member list for the next issue

Events for Greater Cranston Chamber June 19, 2012

230 Old Tower Hill Road, Wakefield, RI

Cranston Chamber of Commerce Annual

401 783 2818 | www.srichamber.com

Golf Tournament

Southern Rhode Island Chamber of

From: Tuesday, June 19, 2012

Commerce is your Southern Rhode

To: Tuesday, June 19, 2012

Island expert! We are the best source

SAVE THE DATE!

for finding local businesses in your

Enjoy a fabulous day of golf at

area.

You can visit our website www.

srichamber.com and use our online

RISBJ | rhode island small business journal

chamberchat@risbj.com isupportsmallbusiness.com

Cranston’’s own Alpine Country Club. Details to follow shortly.

Whatâ&#x20AC;&#x2122;s New | CHAMBER CHAT

JANUARY 13th, 2012

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www.risbj.com | volume one issue four

COMMERCIAL REAL ESTATE

PROPERTY FOR LEASE

269 Greenville Avenue, Johnston:

Bright office/retail/general business space! Unit C: Former tanning salon. $700/month Unit E: Former Law/Financial Planning office. $1400/month. Ample parking. 3 phase electric. RILiving.com MLS #1010162

100 Centerville Road, Warwick:

PRIME office space with great visibility!! 10ft. ceilings, very bright, like NEW inside. GREAT VALUE- only $1300/ month. Located at the top of Tollgate Rd at Rt. 117, 1 mile to exit 10 and Rt.95. RILiving.com MLS #1012975

250 Centerville Road, Warwick:

Bright and sunny second floor space. Six offices, reception and very large conference or training room. Beautiful setting with ample parking. Bld F St F has 2,500 sq ft expandable to 5,000 sq ft. RILiving.com MLS #992333

47 Sandy Bottom Road, Coventry:

Large store (5250’) that can be divided into three; 1000, 1250, or 3000 sf. Very busy plaza on a busy feeder road. Join ReMax, Anytime Fitness, Subway, Liberty Tax, Northeast Karate & others. $12/psf base, depending on size and improvements needed. RILiving.com MLS #1007209

1370 Plainfield Pike, Cranston:

By Walgreens at Atwood and rt 14. AMPLE PARKING in newly paved lot in rear and front. Great visibility Corner lot. Use for Retail, Restaurant, GB to Medical. 4,800 sq ft Stand Alone Building plus full 4,800 sf basement for $3,750 per/mo. RILiving.com MLS #981196

500 Callahan Road, North Kingstown:

Great Apponaug location! Former school; solid brick construction. Very nice 2nd floor space; owner on 1st floor. Space plan attached. Quick highway access and walk to Apponaug Village amenities! RILiving.com MLS #988739

25 Concord Street, Pawtucket:

74 Nooseneck Hill Road, West Greenwich:

Former Deblois/DB Mart Executive Offices. Nice, flexible and inexpensive office space. Only a minute from Rt. 95/ Smithfield Ave (Rt. 126) Exit. RILiving.com MLS #1009672

24 Quaker Lane, Warwick:

1,000 sf street level retail - $900 mo. 1,000 - 3,000’ sf (3 units) 2nd level, bright second floor space from $750 mo. with high ceilings and sky lights. Zoned general business. By Kent County Courthouse & “Miracle Mile” Rt.2/Rt.117. Great highway access & signage. RILiving.com MLS #987502

Butler

Realty Group

401-886-7800 www.ButlerRealty.us RISBJ | rhode island small business journal

20 Centerville Road, Warwick:

Flexible space in Quonset Business Park. Major highway access, minutes from I-95. Rail, Airport, shopping and shipping. 3 phase, 400 amp service,20 ft ceiling, loading docks, overhead doors. Flexible use and floor plans from 3,000 to 40,000 sq ft. from $3.75 psf. RILiving.com MLS #1005917

Commercial • Investment • Residential

747 Pontiac Avenue, Cranston:

Individual office space from 200sq ft to 14,000sq ft. Busy Pontiac Avenue near Rolfe Square- walk to everything. Good for start up or incubator space, you can add space as you grow! RILiving.com MLS #994568

Great Route 3 location just ½ mile from Rt 95 exit 6, nicely appointed office suite with several offices and open area,was HQ for Bess Eaton & Tim Hortons. Fresh paint and carpets. RILiving.com MLS #990071

75 West Industrial Park, Cranston:

1,100 sq ft - Nicest contractor condo around. Centrally located right off I295 by Comstock Industrial Park. 14’ overhead door, man door, office or storage, restroom, sewers, sheetrocked with electric all around. Mop sink . $1,000 mo. HE lighting, gas heat. RILiving.com MLS #1007412

Many more Commercial Properties @ www.ButlerRealty.us .... or email Jeff Butler at jab@ButlerRealty.us Trusted Real Estate Service Since 1977 Looking to Buy or Lease? Call the Butler !

COMMERCIAL REAL ESTATE

PROPERTY FOR SALE

297 Cowesett Avenue, West Warwick:

1st floor all set up for daycare. 2nd floor-up to 4 office suites. Owner is vacating building to enable sale to owner/ occupant. Tenant thru June 2012. $895,000 RILiving.com MLS #1008318

2025 Nooseneck Hill Road, Coventry:

2.2 acres on busy Rt. 3, $900’s. L shaped lot with frontage on Rt. 3 (Nooseneck Hill Road) and Harkney Hill Road. Heavy traffic, & great demographic. Corner and light access. Can be combined with 2011 Nooseneck Hill Road (MLS# 1006843) $399,000. RILiving.com MLS #972242

444 Wellington Avenue, Cranston:

279 285 Main Street, East Greenwich:

Normandy Rooms and Ron’s Barber Shop (owner), same owner over 28 years. Tenancy surprisingly stable, some over 10 years. Ron will vacate and consider sale of his salon business. GREAT cash flow and location!! NEW gas heat system! $625,000 RILiving.com MLS #984569

1130 Ten Rod Road, North Kingstown:

Very nice 1st floor office at sought after Meadows Office Park. Two private offices, conf., reception, closets. Owner may hold 1st mtg. Condo fees are $265/month. $113,500 RILiving.com MLS #1012754

111 Airport Road, Warwick:

Wellington Industrial Area. M2 Zoning with heavy 3 phase power. 3 Overhead doors. Visible from interstate with easy highway access. Manufacturing, Industrial, Warehouse or other use. Newish roof. Central location by corner of Park and Wellington. $329,000 RILiving.com MLS #999673

Very nice 2nd floor office space. Tastefully decorated, good paint & carpet, possible office furnishings (nice stuff!) Three offices, conference, reception, lav., plus large basement storage. $180/month condo fee. $89,000 RILiving.com MLS #1012762

111 Hopkins Hill Road, West Greenwich:

79 Nooseneck Hill Road, West Greenwich:

½ acre – 16 acres Very fast growing area off Exit 6A near GTech, Amgen & Centrex. Front pad is busy Dunkin Donuts, balance of site permits office, retail, warehouse & light industrial. Traffic count 15,000 and growing! Multitude of possibilities- 6 other avail. lots. From $150,000 RILiving.com MLS #855989

Great commercial site!! 1.5 acres, 239’ lot frontage – $300K ! Adjacent 7.28 acres, also 239’ frontage - $500,000 Town water, gas. Zoned highway business, many potential uses!! On heavily trafficked Route 3, right off of Exit 6, Rt. 95. Coventry and West Greenwich are two of RI’s fastest growing areas!

Butler

RILiving.com MLS#’s 971654, 971662,971664

Realty Group

Commercial • Investment • Residential

401-886-7800 www.ButlerRealty.us

660 Tiogue Avenue, Coventry:

High profile three street corner location. Just 2 blocks North of Arnold Road- Very busy area!! Sewers recently installed in this section of Rt3. $850,000 RILiving.com MLS #955312

18 Highland Street, West Warwick:

RI’s oldest continually operating hotel. Rare opportunity, great cash flow possibilities, 15 room boarding house (could be 21) plus bar and function room. Bar is closed, owner is retiring, proven winner ready for new energy!! $475,000 RILiving.com MLS #994597

132 Meadow Street, Warwick:

Office/Mfg Wrhse combo.Great value for user. Nice,clean,bright space! This bldg has been substantially updated& is turn key ready to go.Owner can also modify to suit! Lease option available. $575,000 RILiving.com MLS #1013527

7265 Post Road, North Kingstown:

7.82 acres on US Rt.1. Zoning permits apartments/office/ medical/retail. Many possibilities!! Will build to suit, sale or lease, or land only. Great location. Dozens of acres and walking trails behind property. Adjacent 5+- acres also available. $1,200,000 RILiving.com MLS #856381

Many more Commercial Properties @ www.ButlerRealty.us .... or email Jeff Butler at jab@ButlerRealty.us Trusted Real Estate Service Since 1977 Looking to Buy or Lease? Call the Butler !

www.risbj.com | volume one issue four

COMMERCIAL REAL ESTATE

COMMERCIAL NEWS PROPERTY SOLD! Butler Realty Group involved in two major commerical transactions. 47 Sandy Bottom Road, Coventry RI

Participants Broker: Jeffrey A. Butler Phone: 401-886-7800 Brokerage Co.: Butler Realty Group Co-Broker: Jack Braverman(401) 490-6444 Co-Brokerage Co.: Stone Tower Properties Landlord/Seller: Edward P. Flanagan Jr. Tenant/Buyer: V H Partners, LLC Type of Business: 26,000sq ft Multi Tenanted plaza, with ReMax Central, Legin Dance Studio, Anytime Fitness, Subway, Liberty Tax, a Karate School, and Salon. Porch & Patio Pool is vacating 5,200’ which is now available for lease, it is dividable down to 1,000 sq ft. The new owners plan on exterior renovation for the older section and have already begun working on parking lot, handicap access, and landscaping. 78

RISBJ | rhode island small business journal

2258 Post Road, Warwick RI

Participants Broker: Jeffrey A. Butler Phone: 401-886-7800 Brokerage Co.: Butler Realty Group Co-Broker: Don Morash (401) 732-0011 Co-Brokerage Co.: Abbott Properties Landlord/Seller: JAC York, LLC Tenant/Buyer: Caprice Realty, Inc. Type of Business: Porcaro & Associates, CPA, Greg Porcaro Principal Porcaro’s accounting firm and Advantage Payroll Services will occupy most of this 8,000’, 2 story signature building, with a full basement, that most recently housed Coldwell Banker Real Estate. It has prominent presence on Post Rd, and abuts the State Airport Property.

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mgcommercial.com www.risbj.com | volume one issue four

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www.risbj.com | volume one issue four

BUSINESS | Directory 3am Writers

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