volume four issue ten
Appreciate Your
Employees WITH THESE 4 FUN OUTINGS
THE BEST INSURANCE POLICY IN BUSINESS IS A
No Risk Culture
Grow Your Small Business With Facebook
SPOTLIGHT ON STARTUPS
Skyward Films
F E A T U R E D N O N P R O F I T : D A R E T O www.risbj.com D R E | Avolume M fourRissueA tenN C1 H
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from the founder We’re approaching the time of year where our family commitments collide head on with our business responsibilities. That can only mean one thing. It’s the holiday season! As entrepreneurs, many of us get caught up in the day-to-day of running our business, so this is a great time to reflect on the things we are thankful for. This is the time of year to think about our staff, and the commitment they have given to us. It’s also a great time to be thinking of our clients, because after all, they are the ones that keep our staff busy and keep our business running. We should be truly thankful for those who help us do what we love every day. Here are a few ways to show appreciation to those that help make a difference to your business throughout the year.
Company Outings
While the holidays are a perfect time to start this tradition, having regularly scheduling company outings give your staff an opportunity to create strong relationships outside of the office and feel like they are truly part of a team. Quarterly outings are manageable and give employees something to look forward to. You may also consider inviting some of your best clients to stop by and mingle with your staff. This will allow them to get to know your team better and help build stronger relationships.
Gift Cards
While getting to know your staff and clients, you have an opportunity to learn their favorite places to eat, their favorite activities and even their favorite sports teams. Giving them gift cards to their favorite restaurant, spa or tickets to see their favorite sports team or musician, show that you know
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RISBJ | rhode island small business journal
them outside of your work relationship. It shows that you listen and that you care.
Hand Written Notes
We may think our staff and our clients know how much we appreciate them, but maybe they don’t! Rather than just saying “thank you for your business” or “I appreciate you working late last week” why not give them a hand written thank you note? This simple gesture will go a long way, showing that you took the time to personalize a message for them and it will show up as a surprise when they may least expect it. A hand written note is much more memorable than a simple “thank you”, and after all our staff and clients deserve it.
Learning Opportunities
While thanking our staff for a job well done is often appreciated, they may also be looking for opportunities to learn and grow within the organization. Set aside learning opportunities for them, where they can research a topic that interests them, or look into certification opportunities that they can study for at work. Showing that you care about them expanding their knowledge is both in their best interest and yours. You can also show them ways to move up within the organization by hitting specific milestones and goals, again reinforcing your commitment to their growth. As a business owner, we should be incorporating these strategies throughout the year, and not just around the holiday season, but this is as good of a time to start as any!
Gil Lantini Founder Ralph Coppolino Co-Founder Mike Casale Senior Designer Amanda Repose Managing Editor Marketing Julia Cianciolo Lauren Bansbach Interns Kassandra Petrocelli Andy Guerrino Kelly Sobolewski Trumane Trotman Contributing Writers Jeremy Bargiel Michael Brito Kas R. DeCarvalho, Esq. Ted Donnelly Carolyn Lavin Rob Levine Matthew R. Plain, Esq. Denis Robichaud Ronald G. Shapiro Heidi Werther Kristen M. Whittle, Esq. .
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©MMXIII Rhode Island Small Business Journal
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Upcoming Events
NOV 1
32nd Annual Taste of Newport
Hotel Viking 12:00am 1 Bellevue Ave., Newport
Polaris MEP 8:30am 315 Iron Horse Way, Providence Mega Business Expo
Gillette Stadium 3:00pm 1 Patriot Place, Foxboro, MA SBR Cranston Rainmakers
Mesa Café 11:45am 100 Rolfe Square, Cranston
For More Events Visit
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NOV 12 NOV 13
Lean and Green
Providence Marriott 8:30am 1 Orms St., Providence
ISO 9001:2015 Update/Risk Lunch & Learn
Polaris MEP 11:30am 315 Iron Horse Way, Providence
NOV 17
Crowne Plaza 11:30am 800 Greenwich Ave., Warwick
Greenwich Farms 7:00am 75 Minnesota Ave., Warwick
10 Marketing Tips to Drive Topline Growth
Business Networking – Referral Pros
NOV 18
OCT 29
The Fourth Tier Network Lunch
Leading Edge Networking
RI Hospital President’s Pursuit of Excellence Dinner
NOV 20
Corner Bakery Café 8:00am 140 Hillside Rd., Cranston
NOV 5
OCT 28
Capital City Connection Networking
NOV 5
North Kingstown Chamber of Commerce 10:00am 8045 Post Rd., North Kingstown
NOV 11
OCT 27
Business Consulting: Tuesdays at the NK Chamber
NOV 4
Networking & Workshops
Chelo’s Restaurant 12:00pm 1275 Reservoir Ave.
Rhode Island Convention Center 6:00pm 1 Sabin St., Providence
Business Consulting: Fridays at the NK Chamber
North Kingstown Chamber 10:00am 8045 Post Rd., North Kingstown
contents
volume four issue ten
INSIDE THIS ISSUE 12 Small Business News
14
19 Spotlight on Small Business 21 Customer and Employee Appreciation 22 Reader’s Insights 23 Appreciate Your Employees with these 4 Fun Outings 24 Employee Appreciation, Customer Satisfaction
17
26 When Planning a Company Outing 27 The Best Insurance Policy is a No Risk Culture 29 Please Don’t Call It A Party
21
30 IT Customer Service
24
33 Featured Nonprofit 34 Protect Your Greatest Business Asset 36 Personnel Practices 41 Protect Yourself From Losing Important Data
ON THE COVER volume four issue ten
Appreciate Your
Employees
42 Identifying Fibromyalgia in the Workplace
WITH THESE 4 FUN OUTINGS
THE BEST INSURANCE
44 Grow your Small Business with Facebook
POLICY IN BUSINESS IS A
No Risk Culture
Grow Your Small Business With Facebook
47 Last Minute? Make it Count!
SPOTLIGHT ON STARTUPS
Skyward Films
FEATURED NON PROFIT: DARE TO DREAM RANCH
Featured Appreciate Your Employees with The 4 Fun Outings Spotlight on Startups Skyward Films
33 www.risbj.com | volume four issue ten
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“A lot of my employees have
chosen Neighborhood because it’s affordable and has what they need.” – Natasha Harrison, Executive Director, Norman Bird Sanctuary
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1-855-321-9244 • nhpri.org
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Date: Wednesday, December 2, 2015 | 8:30am - 4pm Location: RI Society CPAs/Atrion Education Center, 40 Sharpe Drive-Unit 5, Cranston, RI Designed For: Mid-level professionals who want to take their careers to the next level by deepening their understanding of the higher needs of their key customers, employees, peers and investors. Program Description: The workshop will be centered on the application of Maslow’s Hierarchy of Needs to the Service Industry. Participants in this full-day workshop will discuss and analyze how leaders help their organizations create deeper loyalty with their key stakeholders. The quality and durability of the relationships they create are a fundamental competitive advantage.
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www.risbj.com | volume four issue ten
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SMALL BUSINESS
NEWS
2016 RI Business Plan Competition
To L a u n c h O n O c t o b e r 1 5 A n d C u l m i n a t e N e x t M a y
PROVIDENCE, RI - The Rhode Island Business Plan Competition, New England’s leading community-supported business plan competition, today announced that its 2016 competition will launch next month and culminate next May with the awarding of prizes valued at $200,000. A Kick-Off event on Thursday, Oct. 15, is the first of a series of free public events and educational workshops that the Competition will host over the next six months. New this year is a Medical Technology Award, consisting of cash and services, that will recognize an existing or proposed MedTech company working toward a solution that will have significant impact on improving and saving lives while also reducing some of the strain on the healthcare system. The Kick-Off will be held 5:30 – 7:00 p.m. at Tech Collective, 166 Valley St., Building 3, Providence. Pre-registration is required and may be completed online at www.ri-bizplan.com. Winners from last year, who took home $200,000 in prizes, will share their experiences and tell what it took to participate and win. Competition Co-Chair Peggy Farrell, partner in the law firm of Hinckley Allen, said, “Start-up and emerging companies are
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critical to the future economic vitality of Rhode Island, and the competition is all about fostering the next generation of businesses. “Many applicants tell us that participating in the competition helped them launch their businesses, and we recognize and appreciate that this happens only because of the support of many organizations across Rhode Island.” Upcoming events include a free MedTech Development Road-Map workshop on Nov. 4 and the annual Rhode Island Elevator Pitch Contest on Dec. 3. Lead sponsors of the 2016 Competition are Focus Vision Media, Hinckley Allen, and KLR. Also supporting the Competition are AAA Southern New England, Bank Rhode Island, Beacon Mutual Insurance Co., Bridge.jobs, Bryant University, Business Development Company, Care New England, Cherrystone Angel Group, Center for Women and Enterprise, Delta Dental of Rhode Island, Dimeo Construction Company, Embolden, Envision Technology Advisors, Greater Providence Chamber of Commerce, InsureMyTrip, Johnson & Wales University, Morgan Stanley Wealth Management, Navigant Credit Union, Providence Business News, Tech Collective, and Teknor Apex.
SMALL BUSINESS
NEWS
Rhode Island Infrastructure Bank R e f i n a n c i n g S a v e s Ta x p a y e r s $ 6 M i l l i o n
PROVIDENCE, RI - The Rhode Island Infrastructure Bank has refinanced $47 million in Water Pollution Control bonds, realizing $6 million net present value in savings. A portion of the savings will be returned to borrowers, including 13 communities and the Narragansett Bay Commission. The remaining savings will be used to support the Bank’s projects, including reinvestment in infrastructure projects across the state. The Infrastructure Bank refinanced the bonds in order to take advantage of lower interest rates. The bonds, which have 11 and 12 year maturities, were rated AAA by both Standard & Poor’s and Fitch. “This successful refinancing reflects the confidence of the market in our agency’s financial strength,” said Merrill W. Sherman, Board Chair of the Rhode Island Infrastructure Bank. “In addition to lowering costs to local communities, this refinancing better positions the Infrastructure Bank to support Governor Gina Raimondo’s economic development and jobs initiatives,” she continued. She also thanked General Treasurer Seth Magaziner, a member of the Agency’s Board of Directors, for his support. In July 2015, legislation signed by Gov. Gina Raimondo established the RIIB and expanded its programs, which now include commercial and residential Property Assessed Clean Energy programs (PACE). Other new programs include the development of the Efficient Buildings Fund, intended to provide low cost financing for energy efficiency and renewable energy projects in public buildings around Rhode Island, and the creation of a Brownfields remediation revolving fund. The Infrastructure Bank will continue to work with state and federal governmental partners in the
development and administration of its programs. JP Morgan served as Senior Managing Underwriter. T.D. Securities was CoSenior Manager and Roosevelt & Cross, Oppenheimer and Ramirez and Co. were Co-Managing Underwriters. Rhode Island Infrastructure Bank (“RIIB”), formerly known as the Rhode Island Clean Water Finance Agency, is a quasi-public agency which serves as the financial administrator of the Clean Water and Drinking Water State
Revolving Funds. The Bank issues bonds, the proceeds of which are used to provide low cost financing to Rhode Island’s municipalities and sewer and water utilities for infrastructure projects to enhance the waters of the State. Recently enacted legislation changed the name of the agency and expanded its powers to administer newly created programs for energy efficiency and renewable energy projects in public, commercial, and residential properties. For more information visit www.riinfrastructurebank.com
www.risbj.com | volume four issue ten
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SMALL BUSINESS
NEWS
Raimondo, Commerce Announc
To
D e v e l o p
PROVIDENCE, RI - Governor Gina M. Raimondo this evening announced a three-firm marketing team to design and execute a top-notch statewide tourism and business attraction campaign. Engaging this team will build on efforts ongoing across state government to revitalize the state’s economy and put Rhode Islanders back to work. “We’re focused every day on putting people back to work,” Raimondo said. “Marketing Rhode Island effectively will attract both businesses and tourists — both are important parts of growing our economy and creating more jobs.” “We’re pleased to introduce this dynamic and experienced team today,” said Commerce Secretary Stefan Pryor. “Havas and Milton Glaser have the creative and media firepower to build a compelling brand and propel it to the forefront of
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A n d
D e p l o y
N e
Americans’ consciousness, while the talented professionals at Epic Decade will help produce a campaign that is authentically Rhode Island. This is the team Rhode Island needs to compete effectively for tourists and businesses.” The Commerce Corporation Board voted to allow the Commerce Corporation to enter into agreements with the following entities:
• • •
Milton Glaser, to develop a compelling statewide brand; HAVAS PR, to deploy this brand through advertising and public relations; Epic Decade, to execute events to engage residents in telling an authentic Rhode Island story. The project’s total budget, as set forth in the Fiscal Year 2016 Budget, is $4.5 million.
SMALL BUSINESS
NEWS
“We have world-class tourism assets in Newport and across the state and the Governor has put together a team equal to the task of promoting them,” said Evan Smith, President and CEO of Discover Newport.
ABOUT THE TEAM HAVAS PR, Commerce’s Agency of Record, is led by Marian Salzman, a force in the world of public relations (PRWeek U.S. PR Professional of the Year 2011 and PRWeek Global Agency PR Professional of the Year 2014, among many other honors), Havas PR North America partners with sibling the Cake Group and with strategic research firm Market Probe International on the Rhode Island business. Havas PR is the earned-media and buzz agency within French holding company Havas. Headquartered in New York City, with offices in Phoenix, Pittsburgh and Providence, Havas is a full-service communications agency with a portfolio that includes Best of France, Colliers International, the Economist Group, Fox Restaurant Concepts, #GivingTuesday, Transitions Optical, United Nations Foundation and many more.
ce All-Star Team w
S t a t e
B r a n d
“We were thrilled by the number of strong responses we received from local, regional, and international firms,” said Commerce Corporation President and Chief Operating Officer Darin Early. “We saw time and time again in applicants’ research how little people and businesses outside our borders know about Rhode Island’s world-class tourist assets and high quality of life. This team offers us the opportunity to change that.” “This announcement is the beginning of a cohesive, collective, and strategic effort to share with the world all of the wonderful reasons to visit Rhode Island. I look forward to working with the new team and with my tourism colleagues throughout Rhode Island to promote the many charms of our home state,” said Martha Sheridan, President and CEO of the Providence Warwick Convention and Visitors Bureau.
Milton Glaser, Inc. is a design and branding firm based in New York and headed by Milton Glaser, a well-known leader in the industry and the brain behind the “I LOVE NY” campaign, among many others. The firm, established in 1974, produces a wide range of design disciplines. In the area of print graphics, the studio produces identity programs for corporate and institutional marketing purposes, including logos, stationery, brochures, signage and annual reports. Glaser is also personally responsible for the design and illustration of more than 300 posters for clients in the areas of publishing, music, theater, film, and institutional and civic enterprise, as well as those for commercial products and services. Epic Decade is a Jamestown, RI-based design think tank that helps major clients such as Apple and American Express design engaging customer and citizen experiences that support authentic, compelling brands and identities. Epic Decade will lead an effort to create significant public events that distinguish Rhode Island as a world-class destination. The Commerce Corporation received 51 proposals in response to the Statewide Tourism and Business Attraction Branding Campaign RFP. Applicants included 39 agencies that submitted individually, as well as 12 teams of agencies that applied together. Respondents included local, regional, national, and global firms, and specialty as well as full-service agencies. The Commerce Corporation conducted a thorough review of the responses, including collecting feedback and input from tourism, hospitality, and marketing experts, as well as from business and government leaders. The teams are prepared to begin working on the project immediately so that the new state brand can debut in early 2016 with rollout across multiple media.
www.risbj.com | volume four issue ten
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SMALL BUSINESS
NEWS
SBA Now Accepting 2016 National Small Business Week Awards Nominations
RHODE ISLAND - The U.S. Small Business Administration is now accepting nominations for its 2016 National Small Business Week Awards, including the annual Small Business Person of the Year. Since 1963, National Small Business Week has recognized the outstanding achievements of America’s small businesses for their contributions to their local communities, and to our nation’s economy. The dedicated website http://awards.sba.gov provides criteria and guidelines for submitting a nomination. For 2016, the nomination criteria have been streamlined and simplified. In years past there were multiple forms, letters and documents required; now the nominees are only required to submit one form and questionnaire.
•
Phoenix Award for Outstanding Contributions to Disaster Recovery, Volunteer
Federal Procurement Awards • • • •
Small Business Prime Contractor of the Year Small Business Subcontractor of the Year Dwight D. Eisenhower Awards for Excellence (for large prime contractors who use small businesses as suppliers and contractors) 8(a) Graduate of the Year
Jody C. Raskind Lender of the Year Small Business Investment Company of the Year
SBA Awards given in celebration of National Small Business Week, May 2-6, 2016, include the following:
Awards to SBA Resource Partners
Small Business Person of the Year
• •
•
One from each of the 50 states, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, and Guam.
Exporter of the Year • • •
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Phoenix Awards for Disaster Recovery Phoenix Award for Small Business Disaster Recovery Phoenix Award for Outstanding Contributions to Disaster Recovery, Public Official RISBJ | rhode island small business journal
•
Small Business Development Center (SBDC) Excellence and Innovation Center Award Women’s Business Center of Excellence Award Veterans Business Outreach Center of the Year
All nominations must be submitted no later than 3 p.m. EST, Monday, Jan. 11, 2016. In addition to the website, nominations can also be sent directly to an SBA District Office – for contact information and other District Office information visit online at http://www.sba.gov/districtoffices.
SMALL BUSINESS
NEWS
Coastway Community Bank Welcomes Community Development Manager
WARWICK, RI - Coastway Community Bank recently welcomed Claudia Cardozo to their team in the role of Community Development Manager. A native of Colombia who made Rhode Island her home in 2002, Cardozo is an economic development professional with 8 years of experience assisting small businesses in Rhode Island. Her work experience also includes insurance and microfinance. Claudia was named the 2010 Minority Small Business Champion of the Year by the Small Business Administration, and in 2013, RI Latino Public Radio recognized her with an Outstanding Achievement Award for her contributions to the Latino business community. She also received the Ronald McDonald House Community Service Award in 2014. As Community Development Manager, Cardozo works with individuals and businesses in emerging markets across Rhode Island to assess their needs and goals, and to identify ways to help achieve them using Coastway’s products and services, and also connecting them with other resources across the state. With a comprehensive approach to banking, Claudia is a financial advocate who provides personalized advice and support, tailored to customers’ specific needs – helping them grow towards their financial goals. Coastway Community Bank has been helping Rhode Islanders with their banking and financial needs for over 90 years. With more than $488 million in assets and 27,000 customers, Coastway Community Bank is dedicated to outstanding customer service and the belief that money that stays here, grows here. Coastway is located in Cranston, East Greenwich, East Providence, Lincoln, Providence, Warwick and at www.coastway.com. Member FDIC. www.risbj.com | volume four issue ten
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SPOTLIGHT
ON STARTUPS Skyward Films
1. Who is behind Skyward Film and is this your first startup? Ryan Casey and Aaron Ferro and this is our first start up.
2. How did you come up with the concept behind the company?
6. How many clients are you currently working with or have worked with? Keller Williams, WJAR NBC 10, RI Pride, Child and Family, St. Ray’s, Pawtucket Red Sox
Back in December of 2014, I went to a Patriots Chargers game in San Diego and on my travels I stopped by La Jolla where every day was beautiful. A majority of the people there did one of two things: walked their dogs or flew their drones. While talking to many of the people flying these devices, they told me they were using them a lot more than just for hobby. Recently graduating URI as a Film Major I knew this would be something I would want to embark on.
7. What makes your business model so successful?
3. Give a brief overview of what your company does.
9. Why did you start your business in Rhode Island?
4. Where did the name come from?
10. What advice would you give to an entrepreneur looking to begin a startup?
We are introducing an entirely new interaction and a whole new dimension in the marketing of selling homes. We understand the challenges realtors face daily when selling homes and that’s why we present a service that provides them a strong advantage. Homes are meant to be seen in high cinematic quality. From one of my favorite quotes by Leonardo Da Vinci.
5. How many employees do you currently have? Six employees.
We are constantly seeking improvement and strive to be the best in what we do.
8. What is your company’s competitive advantage over other companies in your industry? Cinematic in production quality, fully insured and exempt.
Born and raised in Rhode Island this state means a lot to me and has offered me so much I want to return the favor. Skyward is more than just an aerial film company. We not only seek to capture the moments of individual clients, but on a broader level, we wish to promote this state to its highest potential in attracting tourism.
Research and know the value of your product and believe in yourself and your brand. www.risbj.com | volume four issue ten
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Here’s Why You Should Engage In Customer And Employee Appreciation | SMALL BUSINESS
Here’s why you should engage
i n C u s t om e r an d E m pl oy e e A ppr e c i at ion
41%
of customers are loyal to a brand or company because they consistently notice a positive employee attitude, while 68% of customers defect from a brand or company because of negative employee attitude
Nearly 9 out of 10
U.S. consumers say they would pay more for superior customer service
According to Forbes, companies that embraced a ‘recognition-rich’ working environment experienced a
81%
of companies with strong capabilities for delivering customer experience excellence are outperforming their competition
31% lower turnover rate
It is 6.5 times more expensive to acquire a
new customer than it is to keep a current one
39% of employees
feel underappreciated at work, with 77% reporting that they would work harder if they felt better recognized www.risbj.com | volume four issue ten
21
Reader’s Insights...
Do’s and Don’ts of Employee, Customer and Employer Relationships o e time t e nd mak take th a u s o e y e o y D o l p m e ize iated? recogn apprec l e e f m the
ees and thank employ make sure to e an effort to to ak e m lik s I . ay w rd al Yes, I orking ha ness. n they are w e do as a busi he w w t e iz ha w gn co on re em a great th ’s e it at e uc us e to ed rtant beca po im is take the tim s er with custom ant. Conversation t what they w ou e ur fig idence way to e 36, P rov
- John, ag
Do you e ver rec ognize a show ap nd/or preciat ion to c or cust oworke omers. I rs f yes, wh approa at is yo ch and i ur n w benefIt hat way you or y does th is our com pany, if Of course! any? I
te as for my cu ll my coworkers they are doing a stomers I co great job, weight. An mplement d I will ask them if th ey have lost them how their day is going.
- Tyler, ag e 27, War w
ick
22
RISBJ | rhode island small business journal
Do you think t hat re and ap cogniz precia ing ting bo and em th cust ployee o s are i the gr mporta mers owth of nt for your co mpany? Ab
solutely, sim ply becau customers and emplo se without the suppor yees there t from bot It is impor will be no h tant to mak growth. e your cust you’re doin omers into g as a busi fa ness and re ally believe ns of what in you.
- Mike, ag e 41, Scitu
ate
ever ave you h , r e m u s u feel As a con make yo y n a p in why. m o ? Expla d had a c e t a i c ppre undera no
id service and pa ppiness or customer ha po or d n ha io ey ct fa th of my satis Yes, when ils ta de em. l th al to sm the other sale attention to e I was just an lik lt fe I . le after the sa
Warwick ge 26, West
- Angelo, a
Appreciate Your Employees
WITH THESE 4 FUN OUTINGS Lang’s Bowlarama
Head back to the 60’s with Lang’s Bowlarama in Cranston. In business since 1960, Lang’s has since been restored back to its original retro glory; there are 40 gleaming lanes ready for your whole team! Complete with good service, craft beers, music and a renovated lounge with a 16 ft. TV. This is the perfect place for a hard working team that needs to kick-back and enjoy some good, clean fun. Lang’s accommodates parties up to 500 people! Suitable packages for all budgets are available and best of all Lang’s will take care of the planning. For more information visit www. langsbowlarama.com.
Providence G-Pub
Opened in March 2014, formerly the basement of the Providence Gas Company, the modern gastro inspired pub offers warm ambience and a modern feel. An ideal setting for an office that enjoys artisanal, made from scratch foods and quality brews. 17 LED TV’s, modern billiards, shuffleboard tables and 3 private karaoke booths… that’s right karaoke booths are available for
use in the space. Book a reservation for a great laid-back office gathering with delicious food and a relaxing atmosphere. For more information visit www.providencegpub.com.
Rock Spot Climbing
For a unique way to gain teambuilding skills, rent some time at Rock Spot in either Lincoln or Peace Dale. There are multiple structured programs for any size office, budget or skill level, there is no prior climbing experience necessary and all ages are welcome. Work on your team’s communication skills, strategic planning and coordination without anyone realizing they are building the tools necessary to tackle any problem that lay ahead in their day-to-day work as a team. To book some time for your team visit www.rockspotclimbing.com.
Alex and Ani City Center
An outdoor skating center in the heart of Providence for adults and children is the perfect destination for a company-wide celebration that involves employees and their families. Available for private events and corporate social outings, visit www. providencerink.com.
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SMALL BUSINESS | Employee Appreciation, Customer Satisfaction
Employee appreciation, THE CONNECTION
by Michael Brito
Some time ago I heard from one of our clients regarding the messy task of employee reprimand. The call was specifically focused on the employee “giving away the store”! I will use “Bob” as the name as I share the story for you… …”Mike, I just don’t know why this guy keeps on spending time doing tasks outside the scope of work for the client when I’ve asked him to just pay attention to the schedule. This is costing us a bundle in adjusted bottom line income and expenses”! Well, as you can guess, there is always more to the story! I asked Bob if the project was grossly over budget…“No,” I asked if the employee was thanked by the owner of the project for complying with their requests... “Yes, I actually got us a look at other aspects of the property with regard to potential work next year”. I asked if other work suffered with regard to scheduling or start/completion dates due to the employee and his enthusiastic efforts... “Somewhat”. It was at this point that I inquired whether or not this employee had been given the companies welcome aboard packet when hired, “Yes, he actually took notes at the orientation”. That’s when I said, this guy should be thanked in some way not disciplined for his effort to show the client what the face of
customer appreciation really looks like. See, when you train a new hire to extend the arm of the all or nothing attitude as his work ethic, don’t scold him when he does the same at the job site, board room, cash register or sales desk. That’s what I call the Disney Experience and should be practiced at every level of the company. When you show the employee that he is lauded for the extra effort the customer is automatically satisfied. Not only are the two connected but they are forever linked through transference of appreciation. Furthermore, we as MBE/DBE business owners should build this into our company behavior and growth mantra. Encouraging our staff to watch out for every penny is fine but never at the cost of our customer being denied the extra effort they should come to expect. Showing our existing employees that you would hire them all over again is great, but always let them know why. Of course we caution them to always get approval on major moves on any project. We always encourage the little things
That’s what I call the Disney Experie level of the company. When you sho the extra effort the customer i
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RISBJ | rhode island small business journal
Employee Appreciation, Customer Satisfaction | SMALL BUSINESS
customer satisfaction IS SIGNIFICANT such as grabbing the daily paper thrown at the end of the driveway when meeting a client at their home, offering a free car wash if the job caused dust to become too aggressive, picking up every nail and never showing up late for a meeting, thereby demonstrating respect for their property and time. We don’t want to neglect our people when considering them as a unit it’s always important to show them not just tell them. I have shared with all of you in prior issues the importance of gathering all the staff members for “fun time” where no business issues are discussed. This is where we simply get to know one another on a different level allowing the crew to be themselves and show the rest of the team we’re human as well as
being the boss. This has been a proven practice at some of our nation’s most successful companies and will benefit our small proprietorships, LLC’s and corporations as well. You don’t have to launch a festival just a small lunch, dinner or cookout will do as long as it is never a business event. I always urge my readers to remember the power of words and how we use them. Think before addressing any situation in the workplace, recognize the positive before issuing any correction and end every meeting by building-up not pointing out any negative issue. Please, never “call out” an employee in front of his/her co-workers. For more information on other methods you and your employees will find very beneficial to team building as well as client appreciation feel free to connect with one of our team members. Michael Brito Team Member, Managing the Road Ahead www.managetheroadahead.com
ence and should be practiced at every ow the employee that he is lauded for is automatically satisfied.
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SMALL BUSINESS | When Planning A Company Outing Or Event Have A Clear Purpose And A Clear Vision
When Planning a Company Outing or Event Have a
by Heidi Werther
When planning for a corporate outing or event, many companies make plans because it’s something that has been built into the annual calendar. Companies may feel they need to do something for their staff, or they feel that it is expected –take for example, the holidays. What makes a big difference in offering a corporate outing or event is when there is a genuine desire to bring the staff together, not just to check off a box.
Activities may be planned and soft goals are in mind for the outing, but there is no clear purpose, no specific goals, desired results defined, and no strategic follow-up planned, companies or the leaders within often look back with disappointment realizing they could have planned better in order to better leverage the event.
What do you want to do in planning your next corporate outing or event?
If you are interested in offering a corporate outing or event that is successful and appreciated, think about how you can make the most out of the time. Consider the purpose. What is the real reason you are holding the event? What are you hoping to achieve? Without a clear purpose and a clear vision of what success looks like, you are likely missing out on a wonderful opportunity to deliver value to the staff and the organization.
Here are some ideas that might be helpful. • Define your purpose • Develop clear goals • Clarify the results you are hoping to achieve • Consider how the event will align with the company’s mission, values and culture
There are many different purposes that I’ve heard why companies conduct outings or events including:
When you have clearly stated goals, measuring success is realistic. And you can keep it alive. Share the results with the staff. Post pictures on your intranet, company newsletter, or wherever you share internal information. If it’s an outing rather than an event, create takeaways and accountability to ensure your business or team continues to move forward and take the business to the next level.
• • • • • • •
Driving employee engagement Celebrating a success Celebrating a season Building comradery and collaboration Team building Letting the “brain take a break” Idea generation when you’re out of the typical work environment
The list goes on and on.
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How will you measure success?
Have fun, collaborate, and share the success! Heidi Werther Certified Professional Coach, Mediator, Facilitator and Consultant hwerther@heidiwerther.com
The Best Insurance Policy In Business is a No Risk Culture | SMALL BUSINESS
T H E
B E S T
I N S U R A N C E
by Kas R. DeCarvalho, Esq.
The “soul” of any business is its culture. It impacts almost every human element of a business, from how employees communicate with customers and each other, to how transactions are negotiated. In the most successful businesses, even foundational business models and marketing strategies take a back seat to the importance of workplace culture. Without regular attention to a conscious, sustainable organizational culture, business owners can negatively impact efficiencies, lose high-performing employees and impair the company’s bottom line. All companies have a culture, but like most facets of an operating business, culture is an element that can be managed and directed, and if not consciously addressed by leadership, it will develop randomly…for better or worse. As a business owner, it is your job to create and foster the right culture for your business. A critical element of managing business culture is to recognize the critical role of employees in the creation, buy-in and management of a successful performance culture over a period of time, which results in greater employee engagement, growth and success. Running day-to-day operations is time-consuming, and a tremendous amount of energy can be expended on daily tasks like employee development and timely delivery of services or products to customers. As an illustration, consider the traditional aspects of business management, such as regular planning and deliverables, human resources functions and budgeting, etc., as elements inside of a circle. Any business requires those elements to function, but the concepts of positive performance culture reach beyond base functionality. The management elements within the circle should be a given—but now draw a square around the outside of that circle. Successful performance cultures
P O L I C Y
I N
B U S I N E S S
I S
contemplate the management elements that fit outside of the circle, but within the corners of the square—and that’s the area where we can achieve additional benefits to take a company to the next level of business management and employment engagement.
The first steps in this process are:
1. Recognizing that it’s impossible to prevent a culture from developing in any business. 2. Recognizing the critical importance of a positive performance culture. 3. Understanding and using the tools with which management nurtures and directs a company culture. To start this process, business owners should identify a small, reasonable number of particular levers in the business that can best leverage the implementation of a culture management plan. The next step is to consciously design and adopt that plan, including assessment tools for maintaining and marking progress. This invariably requires the active involvement of the management team, particularly during the first six months of execution to ensure that goals cascade down through the entire organization. Over time, if regularly assessed and maintained, a desirable, successful culture will become the new reality as it integrates into the fabric of the company. In short, any company’s performance culture is controllable. Think about it: Every business has a culture that stems from somewhere, and if that culture is not coming from leadership, then it is left to chance. To be sure, risk is part of any business enterprise, but investing in your company by spending time creating and maintaining a positive culture for your employees and the success of your business is a proven way to minimize risk, spark high performance and engagement throughout your employee base and promote the maximum productivity of your business. Kas R. DeCarvalho, Esq. Partner Pannone Lopes Devereaux & West LLC
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senior
SIGNATURE SERIES
Diabetes Resources for Older Adults
In the U.S., there are currently 29.1 million people living with diabetes and more seniors have diabetes than any other age group – 11.8 million, or 25.9 percent, of all people age 65 and older. The American Diabetes Association and Blue Cross & Blue Shield Rhode Island are pleased to be launching the Diabetes Educational Boot Camp for Seniors this fall. The half-day events are designed to help seniors learn more about diabetes self-management and engage in cooking demonstrations and physical activities, and will be offered at senior centers throughout the state.
Consider joining us for our first FREE event! Wednesday, November 4, 2015 9:00am-1:30pm West Warwick Senior Center, 145 Washington St, West Warwick, RI To reserve your spot, pre-registration for this FREE event is strongly encouraged! Please call the West Warwick Senior Center at: (401) 822 – 4450
Brought to you by
Blue Cross & Blue Shield of Rhode Island is an independent licensee of the Blue Cross Blue Shield Association.
for more information call 1-800-DIABETES
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or visit www.diabetes.org/seniors
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www.rifitmag.com | volume one issue one
1
Please Don’t Call It A Party | SMALL BUSINESS
by Carolyn Lavin
Companies often seek to build awareness about yearsin-business milestones, expansion and moves, and other newsworthy accolades via business events. These businesscentric gatherings allow organizations to connect with clients, customers, prospects and other centers-of-influence for facetime; events are a nice change of pace from the world of e-mail communication and phone conferences that often dominate our time-stressed interactions.
Your Business Goals. Your Measure of Success.
The key to a successful event is to solidify your business goals right from the start. How will you measure the results and the return-on-investment of your company’s time, dollars and energy? For some businesses, the goal is to increase awareness and be top-of-mind. For others, showing the breadth and depth of the operation or team is compelling. Sometimes, a business wants to tweak its image or introduce a new product or service line. No matter the goal, a business event is all about business development. I always recommend less focus on pomp and circumstance, and more attention to goals and opportunities. Business events offer chances for cross-selling and expanding current relationships, securing work from prospects and referral sources, and good old-fashioned talk-time for client retention.
In most cases, beer and wine suffice and set a tone that says your gathering is not all about drinking
Keep it Simple.
When planning a business event, keep it unpretentious. This is not your son’s bar mitzvah, your daughter’s sweet sixteen or your family reunion. Selecting a location will depend on where you and your customers are based, options for parking and your guesstimated attendance. In most cases, beer and wine suffice and set a tone that says your gathering is not all about drinking; interesting but not over-the-top (or messy) hors d’oeuvres add some flair. Basic name-tags are a must for mingling and interaction. Music, favors, flowers and photography are not obligatory, and may depend on the scale of the event. Once your invitation is sent, you can start personally inviting your VIPs. Contact them by phone or email, leveraging the opportunity to reinforce your purpose for celebration. You might run into them on the streets of downtown Providence, at the gym or in a favorite restaurant. Everyone loves getting an invitation.
Beyond The Event.
Business events are not merely about the people who attend. Using an e-invitation and a tech-savvy approach with a resource such as Constant Contact, a company can receive messages from invited guests who cannot attend. These tools let you send out a second invitation to those who have not responded and even send customized reminders with last-minute details about parking, weather, etc. Post-event follow-up is crucial, both with those who revealed business opportunities at your gathering but also with key individuals not in attendance. Generate a go-to-lunch list to connect with your target individuals; be sure to capture any changes in contact information in your company database. In today’s world of relationship-building, events are a vital component of a company’s marketing plan. Be sure to leverage your next business event to retain clients, network with referral sources, and reach prospects. www.risbj.com | volume four issue ten
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SMALL BUSINESS | IT Customer Service Is The Best Long-Term Marketing Platform
IT Custome
Customers are the best advocates of and the strongest source of new revenue It’s not enough to provide a great one-s value-based IT serv
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IT Customer Service Is The Best Long-Term Marketing Platform | SMALL BUSINESS
mer Service is the Best Long-Term Marketing Platform by Jeremy Bargiel
Business is like life; we are judged by the strength, care, and commitment of the relationships we develop over time. Efficient services and productive products are primary, but the survival of an organization is dependent on how it relates to customers and meets their changing needs on a continual basis. The IT industry is a people industry overshadowed by mechanized precision, complicated processes, and technical jargon. Companies that thrive in the industry illuminate the mystery of service and provide proactive, transparent, and smooth experiences every time they engage a customer to meet a challenge.
f a service e streams. size-fits all vice.
Corporate events are an excellent opportunity to showcase your company to customers beyond the service you provide and put a face and personality to your reputation and brand. It is an effective resource to demonstrate to first-time and long-term customers the strength of your employee base, commitment to proactive outreach, desire for relationship-driven communication, and aspiration to build personal connections beyond the conference room. The goal of a corporate event is not to close a deal or to engage in business, but to feature the values and strengths of an organization and to understand the personal values and longterm vision of a customer. Many companies have great service or a stellar product, but what separates them from the competition? They
provide great service today, but will they be there in a crisis? Does the company care about my individual needs and can they scale to grow with me? Who are they outside the office and should I recommend them to my colleagues? Corporate events are a vital component to customer service. The dynamic of an event enables employees and customers to meet in a non-threatening sales-based environment and empowers relationships with renewed ideation and innovation through relaxed socialization. Servicing hardware alone is not enough to give customers comprehensive and complete IT service. Corporate events provide the time to know indepth the changing needs of your customer and forecast their future concerns. Customer service is the best platform for long term marketing campaign success. Customers are the best advocates of a service and the strongest source of new revenue streams. It’s not enough to provide a great one-size-fits all value-based IT service. Organizations want a customized service platform, which empowers companies to reach their unique goals and visions and delivers on the promise of future success. In the evolving marketplace, retained and loyal customers provide more than simply a logo reference through online rating or reviews, social media engagement, or blog postings. They provide the marketing material that drives the customer base of tomorrow. The Pareto principle or 80/20 rule states that 80% of current business comes from 20% of the customer base. In a relationship-driven environment, understanding the changing concerns of the customer and creating a proactive forecast enables overall client growth and increases the advocate efficiency of the customer base. It’s the marketing version of having your cake and eating it too.
About TBNG Consulting
Jeremy Bargiel is a writer with TBNG Consulting. TBNG Consulting, www.tbngconsulting.com, is an IT technology firm with 10+ years of experience designing, implementing, and supporting scalable, flexible, and secure network technologies in multiple industry and government agency settings.
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TAKING CARE OF BUSINESS IN PROVIDENCE. The commercial banking team at BayCoast Bank in Providence will take care of you and your business like no other bank. That’s because we’re local and empowered to provide solutions — and yes, even get “creative” to help your business succeed. We think that’s ‘just right.®’ Whether you are looking for a loan for expansion, a term loan, construction, new equipment, a business checking account or a line of credit — we’ve got it. Joe Sheehan 401-274-2106
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Karen Dalton, daughter of a U.S. Marine, decided to use her training as a certified health coach to open a non profit 501(c)3 multifaceted Complementary and Alternative Medicine (CAM) program for U.S. Military veterans, and their families utilizing natural horsemanship equine therapy, hypnotherapy/ group therapy, reflexology/massage, yoga and horticulture therapy so they can learn about organic gardening, healthy cooking, nutrition education and job internships to help them be successful civilians. (Complementary refers to the use of these techniques in combination with conventional approaches. Alternative refers to their use in lieu of conventional practices.) Equine therapy - The purpose of animal assisted therapy is to provide interventions that would not be possible with only a human provider. Equine assisted psychotherapy utilizes the horseâ&#x20AC;&#x2122;s responsive nature as a therapy tool. They are naturally curious, have individual personalities and mirror human behavior. Yoga - Body-based work, such as yoga, increases a sense of awareness, safety and mastery over oneâ&#x20AC;&#x2122;s body while building skills to effectively interpret and tolerate physiological and affective states. Reflexology - Reset the body with application of pressure to the feet and hands with specific thumb, finger and hand techniques without the use of oil or lotion. It is based on a system of zones and reflex areas that reflect an image of the body on the feet and hands, with the premise that such work affects a physical change to the body. Hypnotherapy - Used to create subconscious change in a
patient in the form of new responses, thoughts, attitudes, behaviors or feelings. Horticulture Therapy - Learn to grow your food organically, and reduce stress and anxiety. Go beyond sustainability to integrate and connect people with their natural world. Nutrition and Healthy Cooking - Learn how what you eat affects your energy, thinking, libido and your overall health and wellbeing. Learn how to cook what you grow. Exercise - Releases endorphins and is considered to naturally reduce depression and anxiety. It builds strength, confidence and improves your mood. We currently have our programs in several different locations. Equine therapy is at Hilltop Equestrian Center in Foster RI; Yoga is at Shri Studio in Pawtucket; Horticulture therapy is at community gardens across the state, nutrition/healthy cooking workshops are being scheduled now. Now that the USDA has approved us for the Rural Community Development Loan, and we have identified our location for purchase, it is with urgency that we embark on this plan to bring all our programs into this consolidated location before it sells and we need to find a new location. This presents an extraordinary opportunity to allow more flexibility, to offer more programs, and to involve and serve more military veterans and their immediate families. To accomplish this we are applying for grants, hosting events, and taking donations. To learn more about how you can help, please visit www.daretodreamranch.org. www.risbj.com | volume four issue ten
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SMALL BUSINESS | Protect Your Greatest Business Asset: Your Employees
by Ted Donnelly
As a small business owner, you know how important your employees are to your success. You depend on their knowledge, experience, talent, and loyalty to keep your company running smoothly and efficiently. But, like many businesses, you may have been hit hard by the recession, and are trying to keep expenses down—making cuts, freezing payrolls, and streamlining operational costs—means your employees may be assuming heavier workloads, longer hours, and broader responsibilities, often for the same paycheck. So, in these tough economic times, how can you show your workers just how much they’re appreciated? Small gestures, like movie tickets or a night at a local restaurant, can help improve morale; but, if you’re looking to offer something more substantial, consider supplementing your employees’ benefits package with life insurance through a voluntary payroll deduction program. Voluntary payroll deduction is one of the simplest ways employees can purchase permanent life insurance to protect
their loved ones, and a smart way to supplement the benefits you already offer them. It can usually be set up using your existing procedures for payroll deduction, and, best of all, there is virtually no direct, out-of-pocket costs to the employer. Remember, when you invest in your employees, you invest in your business. That’s just good business sense. Note: Employee participation in a payroll deduction insurance program is completely voluntary. Since this program is not intended to be subject to the Employee Retirement Income Security Act of 1974 (ERISA), employers cannot contribute to, or endorse, this program. This educational, third-party article is provided as a courtesy by Ted Donnelly, Agent, New York Life Insurance Company. To learn more about the information or topics discussed, please contact Ted Donnelly at 401-276-8728 or efdonnelly@ft.newyorklife.com. Ted Donnelly Agent New York Life Insurance Company
Voluntary payroll deduction is one of the simplest ways employees can purchase permanent life insurance to protect their loved ones 34
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SMALL BUSINESS | Personnel Practices: What Employers Need To Know About Progressive Discipline
Personnel Practices WH AT EMPL OY ER S NEED T O KNO W AB O U T
PROGRESSIVE DISCIPLINE by Matthew R. Plain, Esq. & Kristen M. Whittle, Esq.
Progressive discipline is a means by which employers put employees on notice of issues with the employee’s performance or conduct, with the ultimate goal of correcting the performance or conduct and re-engaging the employee in the workplace. Progressive discipline can be an effective tool to correct poor performance and behavior, and it can foster a healthy employment relationship. Improving an employee’s performance or behavior through progressive discipline can also save employers valuable time and resources, as it is often less costly to work with an existing employee than to terminate the employee and then recruit and train his or her replacement. However, progressive discipline may affect the employmentat-will relationship that is the default under Rhode Island law. Specifically, progressive discipline policies may give employees significantly heightened protections than they would otherwise be afforded under federal and Rhode Island law, such that employers may be restricted from terminating employees without going through the progressive discipline process. Whereas an employer would otherwise typically be able to terminate an employee for any non-discriminatory reason, or no reason at all, the implementation of a progressive discipline policy may require the employer to give the employee an opportunity to correct his or her performance or conduct prior to termination, except in egregious circumstances. Before implementing such a policy, employers should seriously consider whether progressive discipline is right for their business. Progressive discipline can promote workforce stability, as it aims to retain, and retrain, employees with the goal of keeping them on the job. But some employers may prefer to simply replace employees who have issues with conduct or performance without offering the opportunity for rehabilitation.
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If an employer decides to implement a progressive discipline program, please consider the following dos and don’ts: • Do keep it brief. A progressive discipline policy should simply list several basic steps, each become increasingly severe (ex., verbal warning, written warning, suspension with pay, suspension without pay, and termination). There is typically no need to provide examples of the type of conduct that would warrant each step of discipline. As is often the case in drafting employment policies, in general, less is more. • Don’t forget to reference your other employment policies when implementing a progressive discipline program. A progressive discipline policy should work hand-in-hand with other personnel policies. For example, a policy prohibiting sexual harassment in the workplace should include a statement that violations of that policy will subject the employee to progressive discipline. Then, when a violation occurs, the employer can refer to the progressive discipline policy to determine the appropriate response to the violation. • Do reserve your right to
Personnel Practices: What Employers Need To Know About Progressive Discipline | SMALL BUSINESS
Progressive discipline can promote workforce stability, as it aims to retain, and retrain, employees with the goal of keeping them on the job. skip steps in the progressive discipline process for misconduct or other infractions. Specifically, employers should reserve the right to immediately terminate employees for infractions of other policies. • Do allow for flexibility. The steps in a progressive discipline policies should not be “one size fits all,” and employers should implement the policy in a way that would allow them to consider the specific circumstances necessitating discipline before meting out discipline under the policy. For example, a violation of the employer’s social media policy by engaging in harassing behavior could warrant more severe discipline under the policy than a violation of the same social media policy by simply accessing Facebook at work.
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When drafting any employment policy, including a progressive discipline policy, it is best to contact a seasoned practitioner to confirm that the policy meets the requirements of the law. If an employer is going to implement a progressive discipline policy, the employer should confirm that it will be enforceable. Matthew R. Plain, Esq. Partner, Barton Gilman LLP Kristen M. Whittle, Esq. Associate, Barton Gilman LLP
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Protect Yourself from Losing Important Data | SMALL BUSINESS
by Dr. Ronald G. Shapiro
Are you more likely to lose your computer in mix-up at an airport, accidently erase a critical file, or have your computer hard drive fail? How serious and costly would these problems be for you? If you are properly backed up, recovering from the loss of a file might be very inexpensive. You might just need to move your mouse a few times. Recovering from a hard drive failure might be as inexpensive as buying a new drive for about $100, reloading the operating system and copying files from your backup drive to your new drive. The recovery from the loss or theft of your entire computer might be as simple as buying a new computer for around $1000, and copying files from your backup drive to the new system. If, on the other hand, you are not properly backed up, you may never be able to recover the lost data, or in the case of drive failure, may spend many times the cost of a computer to attempt to recover data, and may or may not be successful. Most Rhode Island Small Business Journal (RISBJ) readers probably know all of the above, so why do I mention it again? Because all of us get very busy and just do not do the backups. On a more personal note, I mention it because I returned home from a business networking event one evening this spring and heard my hard drive making noises that I did not like. My fears were confirmed. The drive had failed. Fortunately, while my backup system was not perfect (I do not think any are), I spent less than $100 for a new drive, was back up and running around noon the next day, and had restored the system to where I wanted it to be within a few days. My preventable loss was limited to four hours of work. I’ve explored several different ways of backing up data and found all have pros and cons, none are perfect, but all are probably better than no backup. Here is what I’ve found.
Method 1: Purchase a backup plan so that your data is automatically backed up to the cloud whenever you are connected to the internet. Advantages: It’s automatic, so you won’t forget to do it. The data is offsite so you are protected against natural disasters which could wipe out your home and community. Disadvantages: You might not realize that you deleted or damaged a file through carelessness, and the system
may dutifully back up your changes, so that you would lose valuable data. The time for initial upload of files could take days, weeks or even months. In the event of a drive failure it could take a long time to restore your system.
Method 2: Automatically copy your hard drive to a backup drive at your home or office whenever you connect. Advantages: Copy time is relatively fast. Disadvantages are similar to Method 1 and you are not protected against power surges, which could simultaneously damage the computer and backup device, fire, and theft. Method 3: On a regular basis copy your hard drive to a backup drive, maintaining several previous copies of the drive. Advantages: Protected against loss of files due to human error, less chance of power surge damaging computer and backup drive. Disadvantages: Similar to method 2. Recent data not backed up. Method 4: Simply use two backup devices and alternate which is being used. Advantages: Less chance of loss of data due to power surges or other simultaneous loss of computer drive and backup drive. Disadvantages: Still vulnerable to natural disasters and theft. Method 5: Use Three backup drives. Alternate which drive you use for backup. Keep the third drive in your bank safe deposit. Between backups, copy new files to a memory stick or email them to yourself. Disadvantages: May not do the backups. Not protected if bank and home/office were to simultaneously be destroyed in a natural disaster. I personally use this method. The reason why I lost the four hours of work is I did not backup my most recent editing. Had I been more diligent here, I would not have lost any data. However you do decide to backup, please be sure your backups are current. I would like to thank Industrial Consultant Dr. Margarita Posada Cossuto for helpful comments. Dr. Ronald G. Shapiro Independent Consultant in Human Factors Learning & Human Resources
www.risbj.com | volume four issue ten
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A Manager’s SMALL BUSINESS | A Manager’s Guide To Identifying Fibromyalgia In The Workplace
by Rob Levine
Managers pay close attention to employee absentee rates. On one hand, it’s important to ensure products are shipped, clients are served, and processes outperform those of competitors. Alternatively, to acquire and retain top talent, managers place value on a work-life balance, empathizing with employees who fall ill or host ongoing health issues.
Those in charge make decisions based on whether an absence is innocent or culpable. An innocent absence is due to genuine
Even the best physical e by conflict or tension am employ 42
RISBJ | rhode island small business journal
A Manager’s Guide To Identifying Fibromyalgia In The Workplace | SMALL BUSINESS
Guide To Identifying Fibromyalgia
in the
Workplace
sickness or family matters, such as the flu or the passing of a spouse. Conversely, calling out because one had too much fun watching the Patriots on Sunday is defined as culpable, within an employee’s control. The ability to collect Social Security works in a similar manner. Requirements need be met to assess whether a person has a medically determinable ailment, such as Fibromyalgia. It affects 3 to 5 percent of the population, and about one-quarter of those with it are work-disabled.
Are you managing those who should be diagnosed with Fibromyalgia? Here’s how business owners and managers can help employees make the right health detections and decisions.
Be Approachable
The workday is reserved for getting results and meeting expectations, but personable managers help employees feel at ease, and as if their health, along with output, matters. Fibromyalgia is often undetected or misdiagnosed by doctors. Some workers may feel apprehensive to report illness to superiors, yet approachable bosses help raise awareness regarding workers identified as often feeling sluggish or that have abnormal absence rates.
Be Analytical
Depending on the structure of the business, some owners act as the human resource department, noting when and why employees call out or leave early due to health issues. Fibromyalgia is associated with widespread pain that could be above or below the shoulders and involve only one or two places on the body. Making it a point to view quarterly absence rates helps pinpoint employees who are repeatedly absent, complain of pain, and may have undiagnosed Fibromyalgia.
environment can be ruined mong workers or between yees and supervisors.
Encourage such employees to maintain a record of aches and pains.
Be Mindful
Managers are responsible for a lot, especially if they need to meet the expectations of investors and customers. However, smart owners know taking care of employees makes a business productive. Knowing common symptoms of Fibromyalgia helps care for employees who are assets to the company yet too focused on work to notice poor health. Those experiencing pain all over the body, bouts of fatigue, sleep difficulties, periods of brain fog, morning stiffness, constant headaches, and problems with balance exhibit symptoms of Fibromyalgia, need proper diagnosis, and the possible assistance of a Social Security lawyer.
Be Just
The best businesses embrace equal opportunity, opening doors for those of all backgrounds and circumstance. A woman can be a top salesperson just as easily as a male is seen as the best nurse at a hospital. Fibromyalgia is especially dangerous because it can coincide with stereotypes. For example, men, often labeled the stronger sex, are diagnosed less. Also, hormonal fluctuations aggravate Fibromyalgia yet may be dismissed as normal womanly cycles. It’s a manager’s responsibility to be fair and just, viewing all employees as equals despite sex, skill set, age, etc. If you suspect a member of your team is experiencing symptoms, suggest they seek the diagnosis of a Rheumatology specialist. Proper diagnosis and documentation strengthens a Social Security claim, and relevant factors along with experienced legal representation can help your team member get approved for disability benefits.
About Rob Levine & Associates
Rob Levine & Associates specializes in Personal Injury throughout Rhode Island, Connecticut and Massachusetts, as well as Social Security Disability and Veterans Disability throughout the country. As “The Heavy Hitter” Rob Levine not only works hard on your case, but also believes in making a positive impact in the communities he serves. Through internal resources, education and volunteerism, Rob Levine & Associates strives to help prevent accidents, as well as raise awareness around the needs of our elderly and returning veterans. For more information visit www.roblevine.com, or call 401.529.1222 or toll free 800-529-1222. www.risbj.com | volume four issue ten
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Most entrepreneurs with their first big ideas soon after hear the staggering statistics small businesses are known for, 50 percent of small businesses fail within their first year. And after that first year, 95 percent will close their doors before they hit their fifth year! Most entrepreneurs will likely heed the warning signs but delve right into what they believe is a great way to grow their business. A year later, they find themselves a part of the 95 percent. Growing successful small businesses require more than a detailed business plan, strategic execution and cookie-cutter marketing plan, there are multiple factors that can go into the failure of a business, thankfully there is Facebook. Boost your Business with Facebook hosted multiple events in New England this past September and October, including a 2-hour pop-up event in Fall River, Ma and a half-day event in Boston. Facebook’s tour revolved around small businesses and how they can better use Facebook in order to grow their business, reach out to decision makers and resources within their community and give small businesses the tools and know-how to use their platform to grow. Included in the both the Fall River and Boston event were local small businesses that use Facebook to grow their business. On the small business panel was Mary Hocking, owner of Mary’s Home to the Mini Hot dog & Steamed Cheeseburger in New Bedford, Massachusetts. Her business grew their following on Facebook from start in 2014 to 4, 072 Followers today and has over 180 reviews. For a first year small business, that’s huge! “I know most small businesses don’t fail because the owner doesn’t know his or her trade, but rather their lack of knowledge on how to manage their business,” says Mary. Mary began to utilize Facebook right from the start as an inexpensive way to capture her audience,” Basically all of my advertising has been with Facebook. Before I opened, I advertised in a local media dot-com which had a huge local Facebook following. I reached out to them and they did a spotlight on my business a little more than two weeks after I opened. My average daily sales the week after the ad hit Facebook increased by about 700%.” The event was resourceful even for businesses that have used Facebook in the past but have not achieved striking results, attendees were able to grasp how to utilize advertising services and for a price most small businesses can’t say no to. One attendee, Tristan Michael-Savage of New England Party Supplies in Swansea, MA said,” As a small business owner understanding corporate dominance and buying power of smaller and other manufacturers, I feel the event was well worth attending. I used Facebook advertising in the past to not much result. After trying new ads that were things our competitors didn’t sell we experienced an increase in store traffic. After spending money on print and radio ads in the past. I feel advertising on Facebook is the best way to get your message across at a price you set.” Next year, Facebook plans to continue their mission, “to give people the power to share and to make the world more open
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and connected. That includes helping people connect with businesses.” Facebook has already helped 22,000 small businesses find more customers, increase sales and connect with leaders and decision makers in their communities. Find them next year on their #fbboost tour to grow your small business reach. Here is the One-Two-Punch of Facebook’s technical team and what you can be doing now to better utilize the social platform.
How can I expand my reach when first starting out? A Facebook Page gives your business a voice on Facebook. It’s an easy way to engage current and potential customers. We often hear businesses say that they don’t have time to post content or they have writers block and they don’t know what to say. One of the biggest questions we always get is what should I post to my Page? For this, we always like to think about this question – what would you say to someone who walked into your business today? You would likely tell them about a promotion you’re running, a new product you have in store, or some tips and tricks on how to make the most of their purchase. This is exactly what you should be posting on your Page.
• Build Relationships:
A Facebook Page can continue the experience of your business, so you can let customers know the latest about your products and services. Add photos, videos and updates to your Page to connect with people, and use your Page to receive and respond to messages from customers. You can also
use Facebook Ads to reach even more people who may be interested in your business.
• Get to know your customers and keep growing: Curious how people interact with your Page and what they respond to most? Your Facebook Page also gives you insights on how many people like, comment on and share your posts. You’ll also see how people found your Page, what time of day they visit, demographics for Page visitors like age and gender, and much more. These insights help you understand your audience better, so you can make your Page more engaging and keep connecting with customers. • Boost Posts to Reach more People: You can show your Page posts to more of the people who like your Page and new audiences. Boost posts for as little as $5. You are in absolute control of your budget.
What is the best way to increase engagement? • Tailor your story to your audience.
People are more likely to pay attention to content that’s relevant to their interests, which means you’ll likely get better results if you customize your ad’s message for the people who see it. Consider creating unique videos (or different versions of the same video) for different audience segments.
• Know your business goals:
Start by deciding what your ad is intended to do. Are you trying to push a certain product? Drive foot traffic to your store? Encourage website views? Improve trust? Identifying the purpose of your advertising will help you build posts that deliver the desired results.
• Know your audience:
People are more likely to pay attention to content that’s relevant to their interests, which means you’ll likely get better results if you customize your content’s message for the people who see it. For instance, you can create different
ads for men and women, or for people of different ages. Don’t be afraid to try different posts and images and see how people will respond. The more content fans see that they like, the more engagement you are likely to see.
• Advertising: Advertising on Facebook helps your business build lasting relationships with people and find new customers. One of the best tools for businesses who may already have experience with lightweight advertising products-- like Boosting Posts—is Custom Audiences. Custom Audiences allows you to reach customers you already know with ads on Facebook
What changes can small businesses expect over the next 3-6 months?
More than 90 percent of Facebook users in the US are connected to a Page. No matter if you’re a plumber, a chef, a florist or a doctor, your Page should house the information your customers are looking for and support your unique goals. Here are the Big Changes Facebook Just Announced for Small Businesses:
• Improved about section: Businesses can now add select vertical-specific sections to new or existing Pages. For example, a local business can display their service areas and other basic information. • Shop section: Businesses can now add select vertical-
specific sections to new or existing Pages. For example, a commerce business can showcase their products.
• Services section: Businesses can now add select verticalspecific sections to new or existing Pages. For example, a professional services business could feature a list of their services.
• New mobile Page layout and navigation: New, easy-to-
understand tabs on mobile devices give admins more control of their Page than ever before and make it easier for people to find the information they’re looking for when visiting a Page. This is just the beginning of our efforts to make Page more relevant for admins and customers.
If you are a paying Facebook user, do you foresee a time where you may have dedicated specialists through email or phone to work with small businesses/pay users much like google? Businesses that advertise on Facebook now have access to one-on-one support through live online chat. By clicking “Get Help” on the Facebook for Business website, advertisers can chat and screen share with a trained Ads Specialist to get quick answers to their Facebook advertising questions. We’re committed to helping small businesses succeed on Facebook so they can grow and contribute to their communities. For more from our interview with the technical team, visit www.risbj.com. Facebook specialists discuss live video feed trends, tips on how to evaluate weekly reports and more. www.risbj.com | volume four issue ten
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SUPPORT LOCAL BUSINESS Attend A FREE Multi-Chamber Business Expo PUBLIC WELCOME!
MegaBusiness EXPO
Connect with Business from 40 Communities
NOVEMBER 5, 2015 from 3:00pm - 7:00pm Gillette Stadium
Call Your Local Participating Chamber:
Route 1 Foxboro Putnam Club East
MARKET YOUR BUSINESS
Showcase your business to consumers from over 40 communities at the MegaBusiness EXPO, a collaborative of the Tri-Town, Neponset Valley, Milford Area, Taunton and United Chamber's of Commerce, on Thursday, November 5, 2015. We have 140 booths available for exhibitors. For Information contact your local Chamber.
PUBLIC WELCOME-FREE TO ATTEND! Fun, Food and Celebrities ~ All While Supporting Local Businesses ~ Build New Business Connections ~ Experience Gillette Stadium ~ Door Prizes, Give Aways and More ~ See You on Nov 5th!
508-339-5655
508-473-6700
781-769-1126
508-824-4068
TRI-TOWN CHAMBER OF COMMERCE
280 School St., Mansfield MA 02048 P: 508-339-5655 F: 508-339-8333 E: office@tri-townchamber.org
www.tri-townchamber.org
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508-222-0801
Last Minute? Make It Count! | SMALL BUSINESS
Last Minute? Make it count! Quick Tips for the DIY Designer by Denis Robichaud
Well, we all have done it; an in-house seminar is creeping up and need a quick flyer or brochure to get the message out. Maybe your store is highlighting a new hot product that came in, and you forgot the in-store advertising. Or you need a banner for your charity event or expo and scramble some logos and text together. Sound familiar? Here are a few things to consider for DIY design when under a time crunch and still need a professional look for your brand.
1. DO design to fit the scale of your project. Keep your end use top of mind, this will help dictate some of the decisions you make on your layout/design throughout the project. For example, if you’re working on a brochure think about how you will print them, offset press or laser printed. Each process is different and renders either full bleed edge or border of white based on the printing process you use. 2. DO manipulate your photos. Do you ever see squished or
stretched photos, logos or clipart that is forced to fit into a layout? This principle is known as “Aspect Ratio” and in those cases it’s been neglected. A tip to avoid squished or stretched photos is to hold the shift key while resizing the image. In most programs
this will keep the aspect ratio constant. You also want to find the balance between size and quality when resizing an image. If you want an image to be larger, you should start by using a high resolution image whenever possible. Resizing a small or low resolution image to be larger emphasizes the low resolution and may appear pixilated or grainy in your final product. No one is immune from this little detail that can make a big impact depending on the scale of your project.
3. DO pick strong fonts. Specialty fonts are great, but keep in mind that in general they can be difficult to read even when done properly. Instead, spend some time picking a small group of fonts that will standardize the look of your content and establish your brand for future projects. Also limit the use of bold, underline and italics together. I work with clients to narrow down what should demand attention and even in those cases I usually recommend using no more than two to highlight. It is important especially when using underline as you may notice that it often indicates a hyperlink. When used in conjunction with the fonts, sizing and style highlighting should only need a light touch to make it pop. Start your next DIY design project with these tips to help make your business look top notch, even when you’re strapped for time. Denis Robichaud Denis Robichaud Design www.drdesignri.com
Specialty fonts are great, but keep in mind that in general they can be difficult to read even when done properly. www.risbj.com | volume four issue ten
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