1Q_Ambassador_2008

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I Took the One Less Traveled One Man’s Daily Journey to Work

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Expanding in Branding 1 Million Donors 2007 Highlights Ambassador | Winter 2008

Our business is changing lives.

J. B. Baker, Retired President & CEO Volunteer Express, Inc. Cato A. Bass, Retired Owner Midstate Tractor & Equipment J. Mike Bishop, Asst, Vice President Pharmacy Services Health Trust Purchasing Group

Ambassador | Winter 2008

William H. Cammack, Trustee Chairman Equitable Trust Company

Vice Chairman:

John W. Stone, III, Partner, White & Reasor, PLC

Vice Chairman:

Robert McNeilly, III, President and CEO, SunTrust Bank

Secretary:

Robert B. Kennedy, Vice President, First Horizon Insurance Group, Inc.

Legal Counsel:

Christopher S. Dunn, Attorney Waller, Lansden, Dortch & Davis, PLLC

Other Officers:

David Lifsey, President, Goodwill Industries of Middle Tennessee Tammy B. Glass, Vice President of Finance, Goodwill Industries of Middle Tennessee Betty Johnson, Vice President of Employment and Training Services, Goodwill Industries of Middle Tennessee

Treasurer:

Kevin P. McDermott, Partner, KPMG LLP

Gary W. Cordell, Chief Operating Officer Clayton Associates

L. Hall Hardaway, Jr., Retired Chairman The Hardaway Group

Dr. Audra Davis, Board Intern Owner Davis and Associates, LLC

James L. Knight, Trustee Retired President Check Printers, Inc.

W. Frank Evans, Retired President Red Kap Industries Farzin Ferdowsi, Partner Management Resources

Steele Clayton, Partner Bass, Berry & Sims, PLC

Kate S. Gibson, Accounting Manager Vanderbilt University Medical Center Department of Finance

David Condra, Chairman Dalcon Enterprises

John C. Greer, Vice President TennComm, LLC

Fred T. McLaughlin, Trustee Branch Manager Robert W. Baird & Co., Inc. Ty Osman, President Solomon Builders Thomas S. Stumb, President Nashville Bank & Trust John Tishler, Member Waller Lansden Dortch & Davis

John Van Mol, President Dye, Van Mol and Lawrence

Board of Directors

Board O ff icer s

Chairman:

R. Craig Laine, Director of Development, Highwoods Properties

Timothy F. Vaughn, President Cumberland Die Supply Timothy F. Vaughn, President Cumberland Die Supply

Donna B. Yurdin, Owner Credo Management Consulting

Ambassador INSIDE

Addicted to the Bargain.............................p.4

Words Can Only Say So Much..................p.5

cover story

Discounts......................................................p.8

Robert is legally blind and so he doesn’t drive.

Instead he walks the five miles to work and then the five miles home. Every day.

Robert has never been late.

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1 Million.......................................................p.9 Treasure Hunting......................................p.12 Training for the Office.............................p.13 Toy Recalls..................................................p.14 2007 Highlights.........................................p.15

new venture p.10 Goodwill looks for new and “creative” ways to employ people with disabilities.

President & CEO - David Lifsey Senior Director of Marketing & Community Relations - Karl Houston Writer, Editor & Photography - Keri Foy Additional Photography - Dana Thomas Photography & Cinzia Photography Art Direction & Graphic Design - Scott Bryant Ambassador is a quarterly newsletter published by Goodwill Industries of Middle Tennessee, Inc. 1015 Herman St. Nashville, TN 37208

The Ambassador publication provides a voice for our clients and employees. While we are happy to share their stories, opinions expressed by the employees and clients in this publication are theirs, and do not necessarily reflect an opinion or position of Goodwill Industries of Middle Tennessee.

Ambassador | Winter 2008

For the nearest retail store, donation center, or Career Solutions facility, please call 615.742.4151 or visit giveit2goodwill.org.

Addicted to the Bargain Brenda McKnight can afford 80 pairs of shoes when she shops at Goodwill.

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o meet for lunch to discuss all her delicious deals at Goodwill, an avid and loyal retail shopper dressed herself in an outfit bought entirely from Goodwill.

“Everything I’m wearing is Goodwill—pants, shirt, shoes, and even my brooch!” says Brenda.

Brenda McKnight started shopping at Goodwill when a divorce left her with no household items and she needed to furnish her new home. “Rather than shopping at Wal-Mart, where you can get pots and pans cheap, I went to Goodwill [to find better quality],” says Brenda.

She found a set of T-Fal cookware for only $20. She estimates that same cookware set would cost $200 in a department store.

Ambassador | Winter 2008

Brenda was hooked. Brenda’s addiction to Goodwill shopping grew as she began looking for other merchandise like clothes.

With her salary being lower than she’d like, Brenda believes Goodwill is the best solution to

dress with style at an affordable price. Her children can’t believe she has 80 pairs of shoes.

“When I pay $1.50 or $2, who cares! I’ve got shoes to match every outfit,” she says. And don’t mention purses. This dedicated shopper switches purses at least once a day—sometimes twice.

As for clothes, Brenda loves that she can go right to her size and start shopping. “I’m not wasting 30 or 45 minutes at a yard sale only to find nothing in my size,” says Brenda.

She believes her instinct drives successful shopping at Goodwill.

“I can see how good a shirt will look once it’s cleaned and pressed,” says Brenda. She can sense fashion even when it’s not in perfect condition.

Brenda, who usually shops at least two or three times a month, can spend anywhere from $1.50 to $60, but says she’s never spent more than $60.

Some of Brenda’s favorite purchases:

Justin Blouse - $0.75,

Swivel Chair - $15

Words can Only Say so Much Ann Pigg communicates without sound.

This is the primary way Ann communicates - writing it down.

She used this sheet of paper during the interview.

After her grueling recovery, Ann has learned to rely on communication that does not use sound. Hand gestures, notepads, and snapping her fingers. “I’m just glad to be here,” writes Ann. “A lot of our communication happens when she writes things down, and by facial expressions and hand movements,” says Susie Taylor, who started at Goodwill just one week after Ann. Ann has worked at Goodwill for almost three years now. Since Ann’s vocal cords no longer function, she cannot swallow and must use a feeding tube to eat. Making the career move to Goodwill meant more flexibility at work.

In 2006, Ann won Goodwill’s prestigious Retail Employee of the Year award.

“She’s always helping out anywhere that’s needed,” says Susie.

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he smile glows across her face then swells and dives into the crinkles around her eyes.

Ann smiles continuously, as if each thought that enters her mind calls upon a memory that wraps her heart in a cloud of strength, peace, and joy.

All this, conveyed just through facial expression.

Ann’s neighbor found her crawling for the door, trying to get help. The neighbor called Ann’s husband, Cedric. He came to the rescue, but the damage had been done. Ann lost all capacity to use her vocal cords.

Just a few short weeks later, little Monique entered the world, only two pounds but healthy.

Ann’s recovery For two years, Cedric took care of his new daughter and his wife, who was paralyzed. “I waited on her hand and foot,” says Cedric.

Now, Ann has her first granchild.

Monique gave birth to a little boy just a little over one year ago.

And, Ann and Cedric recently celebrated their 25th wedding anniversary.

Both husband and daughter can understand everything Ann is trying to say. “When you’ve been married as long as we have, you don’t have to talk,” says Cedric.

Ambassador | Winter 2008

Ann Pigg lost the ability to use her vocal cords when a stroke cut off blood supply to her brain.

Ann was about five and a half months pregnant.

Grandkids and wedding anniversaries

Robert Thompson thrives on positive feedback from Goodwill managers.

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s the world’s most wealthy country, Americans have a lot to be thankful for—prosperity, freedom, and the chance to live the American dream.

For many people with disabilities, getting a shot at the American dream comes to a standstill when trying to enter the workforce.

According to the Office of the Disability Employment Policy, 70 percent of people with disabilities are unemployed.

But for the 30 percent who do have jobs, earning that paycheck means dignity and independence—and something to be thankful for this season.

Ambassador | Winter 2008

Robert Thompson knows just that feeling. “They (Goodwill) don’t use my disability against me,” says Robert who is blind in his left eye and has a learning disability. Robert has worked at a Goodwill store in Nashville for almost two years now. “[The jobs I had before] were nightmares. They treated me like nothing,” says Robert. Even though Robert makes a little less on his paycheck at Goodwill, the work environment and recognition are more important than a bigger paycheck. “It’s the best job I’ve ever had.”

Due to his disability, Robert can’t get his driver’s license—limiting where he can work.

...and one less

For his Goodwill job, Robert walks 45 minutes one-way to work each day. “I’ve had perfect attendance,” boasts Robert who battles the elements on a regular basis showing a commitment to his career.

With the holidays over for another year, Robert still remembers that unfortunate Christmas just five years ago when he was the victim of a brutal robbery. “They stabbed me with a screwdriver in the back of my head and hit me with a baseball bat in front,” says Robert.

Robert had to stay in the hospital while he recovered and leaned on his neighbors to help him during his down time. As soon as possible, Robert moved to a different apartment to escape the terrible memories and feel protected.

Now, Robert’s thankful for his safe, two-bedroom apartment and his job at Goodwill.

“Everybody’s got a calling. I think mine’s this job,” says Robert.

more robert | check out Robert in your Goodwill Family Calendar or on TV, as he stars in one of Goodwill’s famous “What You Give Me” commercials.

Ambassador | Winter 2008

I took the s traveled.

Get Discounts

Rose Vaughn, manager at a Goodwill store, rings up Ruth Knab’s Smart Card purchase.

Save some extra cash and invest in a Smart Card at Goodwill.

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he next time you cash out at Goodwill, spend a little extra and buy a Smart Savings Card.

Ambassador | Winter 2008

Goodwill decided to replace the Customer Reward Card with the Smart Savings Card due to the latter’s more efficient manageability. “We hope shoppers can see the value in the Smart Card. The card not only saves customers money at Goodwill but at other businesses as well,” says David Lifsey, President and CEO. Around Thanksgiving 2007, Goodwill stores began selling the Smart Savings Card in Davidson, Montgomery, Maury, Putnam, Rutherford, Williamson, and Rutherford counties. For each card that is sold (at $12 a pop), Goodwill gets to claim $7.

Goodwill is offering shoppers 10 percent off any purchase over $25 when they purchase a Smart Card, and 20 percent off a $25 purchase on Tuesdays when they flash the card.

The Smart Card bargain offers $100 in coupons, as well as 80 repeatable offers at a great variety of popular restaurants and retail stores. The card offers up to $20 discounts at major retailers like The Home Depot, Best Buy, and Applebee’s.

Shop Goodwill, buy a Smart Card, and help people in the community get free job training and placement help.

1 Million T

he week after Christmas always gets hectic for Goodwill. People clear out the old to make room for the new—after Christmas Day present-opening. Or, they are trying to get that last-minute donation in for a tax deduction.

This year, as Goodwill prepared for the rush, it also had its hopes set on a new milestone—serving one million donors in one year.

As December 31, crept up on the calendar, Goodwill’s donations department began sending out daily emails. How close are we to a million? How much do we lack before the New Year’s deadline?

As excitement built, so did press coverage.

From December 26 through January 2, Goodwill donations scored spots on each television station’s news broadcast in Nashville and Jackson, Tenn. “Media coverage probably did help us reach our goal a little earlier,” says Karl Houston, who is in charge of Goodwill’s donations department.

The news came on Sunday afternoon, December 30. Goodwill had blown past its previous record that Saturday to hit the one million mark. “It was a relief and a blessing,” says Houston. “I felt sure we were going to make it, but there’s still the anticipation.”

Goodwill sells its donations in 33 retail stores situated in middle and west Tennessee. The revenue earned from those sales funds jobtraining programs, for resume-writing techniques, computer classes, and forklift training and certification.

Ambassador | Winter 2008

“Donating to Goodwill starts the cycle of getting one more person into the workforce, taking care of his or her family, and contributing to our community,” says Houston.

Ambassador | Winter 2008

expanding into branding

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Goodwill sets up a printing and design shop to add extra job opportunities for people with disabilities.

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oodwill not only helps people train for and find jobs in the community, but hires its clients for internal jobs as well.

A large number of clients are hired by Goodwill to work in a variety of jobs from retail as a cashier, an attendant who accepts your donations, or an office receptionist. That’s part of Goodwill fulfilling its mission.

When Karl Houston took over the helm of Goodwill’s marketing department in 2006 as the senior director of marketing and community relations, he had some big plans in mind…one of which was a result of great timing.

Slowly, Sign Solutions started to shuttle down the runway by making signs for Goodwill and Goodwill only. This saved the agency money on its sign needs, such as special events and store openings.

But there were no outside clients yet.

As Sign Solutions began to offer a larger menu of services to support marketing and public relations, brand manager, Scott Bryant, decided the name needed to sound more well rounded, too.

Consulting with the rest of the department, team members churned out the name, Eyedentity.

“Eyedentity will afford us another way to provide training to people with disabilities,” says Karl Houston.

Carter, who held on to his sign company for six months after Goodwill hired him, closed up shop to complete his transition.

“I hope to transfer most of my customers to Eyedentity to get their signs printed,” says Carter.

As for 2008, Bryant and Carter plan to market the business through the Nashville Business Journal and direct mail to grow the shop while continuing to save Goodwill money and contribute to the bottom line.

It may be the lucky break Eyedentity needs to start offering training and job opportunities to Goodwill’s clients and build a solid client base.

Know Thyself The not-for-profit agency, Eyedentity, specializes in building companies’ identities.

Get help developing your company’s personality and image.

Do you know a company that is looking for high quality, affordable printing, branding, or public relations? Help Goodwill fulfill its mission by referring them to Eyedentity.

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Ambassador | Winter 2008

Goodwill’s long-time printer decided to retire and offered the agency his equipment at a reasonable price. To save money on internal printing, Houston and the marketing department took the offer and decided to morph it into more than just another print shop.

In 2007, Goodwill’s marketing began a sign and graphics company, called Sign Solutions.

They hired Jeff Carter, who had owned his own sign business for seven years, to man the operation.

In late 2007, after a name change and the decision to offer more than just sign graphics and printing, Eyedentity landed its first customer, Village Real Estate, creating signage for a condominium complex in Germantown.

Treasure Hunting Shopgoodwill.com adds improved search to popular auction site.

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hopgoodwill.com, the nation’s first and only nonprofit Internet auction site, is making it easier for treasure hunters and other online shoppers to find exactly what they are looking for. In addition to a crisp, new look, the redesigned site offers an improved search function that allows bidders to quickly preview thumbnail images of items.

Ambassador | Winter 2008

“Shopgoodwill.com has over 75 categories and subcategories, from antiques and toys to oneof-a-kind collectible items,” says David Lifsey, President and CEO of Goodwill Industries of Middle Tennessee. “The new Web site improves search capabilities, providing the best possible experience for our online shoppers.”

Since Shopgoodwill.com’s launch in 1999 by the Orange County Goodwill in California, it has earned more than $50 million for Goodwill programs throughout the country.

Goodwill organizations nationwide participate, each raising money for their local Goodwill programs.

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More than 18,000 items are for sale at any given time – such as antique bottle caps to nostalgic advertising – culled

from the billions of pounds of donated goods the organization collects each year. All the proceeds benefit local Goodwill Industries.

“With roughly 80 percent of revenues going directly into Goodwill’s job training and other programs, shoppers can feel good about their purchases,” says Lifsey.

“And they feel protected because the items all come from one source with an internationallyrespected brand name – Goodwill Industries. It’s like buying something from someone you know.”

“We hope our new look will attract many new buyers,” says Lifsey.

“After all, you never know what treasures you’ll find when you Shopgoodwill.com.”

With an average of 31,500 visits per day, Shopgoodwill.com is an

Internet auction site that successfully coexists with the big-name online auctioneers. From 2000 to 2006, the site’s revenues grew at an average annual growth rate of 111 percent.

Keeping the good stuff The site has retained its most popular features such as its Personal Shopper, which sends bidders e-mail alerts when items they are looking for are posted, and the Watch List, which allows shoppers to return quickly to items without searching for them again. Also, Shopgoodwill.com is now designed to provide easy navigation to bidders using a cell phone or other mobile device as well as an assistive technology, such as a screen reader.

Rachael Ray Touted shopgoodwill.com as Real Deal for Holiday Shopping Shopgoodwill.com made national headlines December 18 when TV cooking celebrity Rachael Ray and AOL Consumer Adviser Regina Lewis named it one of the best web sites for holiday shopping on The Rachael Ray Show.

During the segment on fun, holiday web sites, Ray commented on the philanthropic angle of holiday shopping online and the fact that over 18,000 items are available for sale, all benefiting the job training programs of Goodwill.

Training for the Office Goodwill now certified to train and test clients on Microsoft.

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n just about every company around the U.S., most professional staff must have a familiarity with Microsoft Office products, from how to use Microsoft (MS) Word for word processing, to Excel for spreadsheets, to Outlook for emailing.

When clients arrive at Goodwill in need of jobs, Goodwill can now train and test them for MS Office Suite skills.

A big hand-up for those looking for work.

Previously, Goodwill clients could learn the necessary skills to navigate through the software, but would have to travel elsewhere to actually test and become certified.

“By doing the certification testing here at Goodwill, our clients will be much more relaxed and in a familiar testing environment—a great asset to our clients,” says Matt Gloster, senior director of Career Solutions.

Goodwill received the news that it was an approved Certiport exam center, one of the largest testing companies for MS products, in early January. “This will definitely be more convenient for our clients.

Goodwill will be a one-stop training facility,” says David Kitchen, Goodwill’s new hire, who is a MS Office specialist master trainer.

able to extend testing times for those clients that meet the ADA (American with Disabilities Act) requirements. “Being able to lengthen the testing time should help clients with disabilities feel more at ease and less stressed about completing the exam,” says Kitchen.

“Above all, our execution of this program will provide clients much needed skills and assistance in finding employment,” says Gloster.

“We are now able to provide multiple levels of computer training. This helps us to serve those who have little or no computer skills, those who are seeking to acquire advanced skills, and those who are striving to earn their MOS certification.”

–David Kitchen, Computer Trainer

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Ambassador | Winter 2008

Because of Goodwill’s mission to provide jobs and job training to people with disabilities and other disadvantages, the agency will be

David Kitchen practiced his “training talents” as he prepared for his first MOS certification class at the end of January.

Toy Recalls Goodwill cannot accept any items, including toys, deemed unsafe.

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attel and other toy makers rocked the world of toys in 2007 with what seemed like a recalled toy making its way to headlines almost every week.

Many parents scrambled around the toy bin to make sure their children weren’t playing with anything that’s deemed unsafe.

“It’s scary—you don’t know what all they’re playing with when they’re away from you,” says mom, Maggie Daniel.

Unfortunately for Goodwill, those unsafe toys may wind up in donations, and if it’s not careful, on store shelves. “Our first priority is always the safety of those who shop in our stores and our employees,” says David Lifsey, President and CEO, who urges donors to return affected toys to the stores where they were purchased.

To help prevent the possibility of selling any recalled toys in its stores, Goodwill distributed notebooks containing Recall Notices issued by the U.S. Consumer Product Safety

Ambassador | Winter 2008

“Toy recalls and consumer product safety is a global issue.

Manufacturers, distributors, retailers, and consumers must all participate in the effort to eliminate the chance a child receives a recalled toy.”

- Mary Stockett, Continuous Improvement Manager.

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Jim Gee processing toys at Goodwill’s plant in Nashville. He appeared on the front page of The Tennessean in December 2007 for an article about charities and toy donations.

Commission (CPSC) to each donation location to allow employees who accept and sort donations the ability to stay watchful and up-to-date on the latest recalls. All stores/sites will update notebooks with new recalls as the Commission issues them.

“We study those books every chance we get. It’s kind of a hassle but not too bad,” says donation attendant, Richard Payne, who has only had to turn down three toys so far.

processing. If an item has been recalled, employees alert their supervisors to insure proper disposal.

3. Spot-check store shelves to make sure recalled items are not up for sale. If employees catch a recalled item that made it to that point, they alert their supervisor so he or she can take care of it.

Goodwill has three tiers to combat the dangerous items:

“Due to the large volume of product processed, each tier of observation beginning with the donation attendants is crucial to providing optimum diligence for this important task,” says Mary Stockett, continuous improvement manager, who led Goodwill in forming a game plan to battle the overwhelming amount of recalls.

1. Refuse the donation of a recalled item. All donation attendants can politely turn down a donation they know the CPSC has recalled.

2. Sort for recalled toys during

Goodwill is urging donors to return affected toys or other items to the stores where they bought them instead of donating them to Goodwill. To find a list of all recalled items, visit cpsc.gov.

Keeping it safe

2007 Highlights Goodwill adds programs, builds stores and holds a forum - all in one year.

Transitional Employment Program Introduced After serving a broad array of people in need of jobs and job training, Goodwill’s board of directors steered the agency back toward its roots—focusing on people with disabilities.

First Store and Donation Site Built

In March, Goodwill opened its “model” store and donation center in Spring Hill. The new store is the first store Goodwill Industries of Middle Tennessee has built from the ground up.

Goodwill Celebrates its 50th Anniversary

To kick off the 50th anniversary, five clients and employees cut the ceremonial cake in July.

Starting with only 28 employees, Goodwill has grown to employ over 1,300 hundred people.

New Stores and New Store Locations Opened

TRAC Training Offered

Goodwill created a program in partnership with the Nashville State Community College to teach clients and youth the basics of working in retail, call center, and service industries.

Career Solutions Helped More than Ever Career Solutions counselors hit a high note when they placed over 200 people into jobs in July, a first. Then, they followed up that accomplishment by repeating it for two more months before the end of 2007.

Four New Career Solutions Centers Opened

Goodwill expanded its job training and placement services to Union City, Lewisburg, Rivergate, and Spring Hill.

2007 Disability Forum Held

Career Solutions brought together community In 2007 alone, Goodwill opened three new stores: organizations, government agencies, and people Spring Hill, Union City, and South Jackson, and with disabilities under one roof to discuss how to relocated two other stores in Lewisburg and better serve people with disabilities.

Rivergate (Nashville).

Bellevue Donation Express Added

During a hallmark year, Goodwill added another notch to its belt. On December 29, 2007, Goodwill reached the milestone of one million donors in one year. A first for the agency.

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Ambassador | Winter 2008

Goodwill added another donation express center to its services in September. The new site allows donors to unload their items in a covered drivethru. Since the site opened, the number of donors in Bellevue has doubled. For the convenience of donors, Goodwill also added 12 additional sites.

One Million Donors Served

crack down on clutter enter to win a clutter-free home Win a free session with professional organizer, Tanna Clark of completeorganizingsolutions.com, when you donate to Goodwill during the month of March.

Each donor in the Nashville area and surrounding counties will receive an entry form with instructions on how and where to register to win. You must donate at an attended donation site during March to receive an entry form and be eligible to win.

Give your home a breather from all the chaos.

The deadline for entries is April 18.

Employees of Goodwill are not eligible to win.

Our business is changing lives.

Ambassador | Winter 2008

Goodwill Industries of Middle Tennessee, Inc. | 1015 Herman St. | Nashville | TN | 37203 Non-profit Org. U.S. Postage

PAID

Nashville, TN Permit No. 2009

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