Kamloops Profiles of Excellence

KAMLOOPS PROFILES OF

Fall 2012 Edition Fall 2013 Edition

“If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.”

— Ray Kroc, founder of McDonald’s Restaurant What does it mean to achieve excellence in your field? Take a read through these pages of the second edition of Profiles of Excellence and you’ll quickly discover that excellence requires a commitment to service.

From the dentist to the hotelier and across all fields, excellence is not something easily achieved, but something acquired through perseverance. All of those profiled within these pages have one thing in common — a commitment to customer service.

If this magazine is any indication, customer service is alive and well in Kamloops. Satisfied customers return, they tell their friends, they shout about great service on Facebook, they send positive reviews to your website — they are a business owner’s greatest marketing tool. Those featured within these pages know this, and make every effort, year after year, to keep those customers coming back.

What’s more, when they find success, these business owners share it. They’re stepping in and giving back — donating time and money to make Kamloops a much richer place to live.

The Daily News is proud to present these Profiles of Excellence, and look forward to many more editions in the years ahead.

Danna Bach Editor, Profiles of Excellence

Inside Berwick on the Park ................................................... 4 Fox’n Hounds Pub...................................................... 6 Dr. Michael Hansford.................................................. 8 Thompson Rivers University................................... 10 Canadian Western Bank........................................... 12 Glover’s Medicine Centre......................................... 14 Best Western Plus, Kamloops . ............................... 16 Underwriters Insurance Brokers.............................. 18 Eaglepoint Golf Resort............................................. 20 RippleRock Consulting ............................................ 22 Portfolio Interiors . ................................................... 24 Urban Systems Ltd. ................................................. 26

Kevin Dergez Aj Nijjer Director of Advertising Manager of kdergez@kamloopsnews.ca Special Publications

Danna Bach Editor

Michael Coulter Designer

dbach@kamloopsnews.ca

mcoulter@kamloopsnews.ca kfunk@telus.net

anijjer@kamloopsnews.ca

On the cover, sunset in the grasslands near Lac du Bois.

Kelly Funk Photographer

Berwick on the Park

B

erwick on the Park offers much more than panoramic views, a beautifully appointed dining room, lovingly tended gardens and a full recreation calendar. The retirement community offers friendship, warmth and laughter.

There is no secret formula for creating such a welcoming place to live, says general manager Bev Graham. The residents of Berwick on the Park make it what it is — they provide the spirit and give the community its vibrancy.

“It is the residents that make this home.

When we’re here we really feel like we’re part of something.”

Berwick on the Park celebrates its 11th anniversary this fall. When it was built it was one-of-a-kind, and the first resort-style retirement living community in Kamloops. It is one of five retirement communities in B.C. privately owned and operated by Gordon and Chris Denford, a Victoria-based father and son team. They opened Berwick House in Victoria 24 years ago, and a sixth community is scheduled to open in Campbell River in 2014.

There are 152 suites in the Kamloops community — 120 independent apartments and 32 residential care suites. In May 2012, Berwick on the Park introduced its Enhanced Living Services which offers assisted-living support for residents, a program that bridges the gap between independent living and care. The supportive living services ensure residents have access to things like medication monitoring, bathing assistance, personal laundry, rise and shine and turn down services.

The Enhanced Living Program is designed to offer choice, independence, privacy and individuality and to make life more comfortable.

Today, there are more options for retirement living in Kamloops than ever,

something Graham considers a blessing.

“People still choose Berwick because of the feeling you get when you walk in the building … it’s warm and welcoming, people are happy and full of life. It’s difficult to describe, the intangible, the feeling, the emotional connection the moment you enter through the front door. Perhaps it’s because everyone is welcomed and greeted by name or perhaps it’s due to everyone taking a genuine interest in all that choose to live here. Whatever it is we’ve got it and we refer to it as ‘the Berwick Way.’ “When people move to Berwick on the Park we want them to be happy, we want them to be successful so we do whatever we can to make the process as seamless as possible.”

“When people move to Berwick on the Park we want them to be happy, we want them to be successful so we do whatever we can to make the process as seamless as possible.”

The best part of Graham’s job is seeing the new residents come in and embrace the Berwick lifestyle, making new friends and finding happiness. Some choose to move because they want the freedom resort-style living affords, others choose Berwick because they seek friendship.

“We watch people build that next best friendship, and that is beautiful to see.”

One way to make certain residents are comfortable and connected is to encourage input and respond to feedback. Meetings are held each month, and residents are encouraged to make suggestions about everything from menu planning to recreation options.

Residents are also encouraged to participate in the many charity events hosted and supported by Berwick on the Park. Berwick is a proud long-time supporter of the Kamloops Ambassador program, and also fundraises for a variety of local, provincial and even global charities. This year, staff and residents are excited to begin working with the United Way.

PHOTO: Residents of Berwick on the Park enjoy the beautifully tended gardens and ponds.

60 Whiteshield Cres. South Kamloops, B.C. 250.377.7275

www.berwickretirement.com

Fox‘n Hounds Pub

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amily owned and operated since 1983, The Fox‘n Hounds Pub has become so much more than just a place to grab a quick beer.

used comfortably year round. Large groups are encouraged to book parties for the space, which can be closed off from the rest of the pub.

The Fox, as regular patrons know it, has done better than ride out the ups and downs in the economy — it has prospered, and it has grown.

Food, at The Fox is top notch and Deacon has nothing but praise for head chef Floyd Ondang.

Owner Al Deacon says the secret to achieving excellence is no secret at all — success, he says, is a direct result of investing in his staff and giving back to the community he calls home.

“We consider our staff to be our family,” he says, noting that there are two servers in his employ who have been with The Fox for more than two decades — a rarity in the service industry.

Deacon was born and raised in Williams Lake and is a third generation publican.

Times have changed, he says, and success today means listening to what the customers want and responding to their needs immediately.

The Fox, says Deacon, maintains its spot as one of the busiest, longestlasting pubs in the city by focusing on customer service and making sure patrons leave happy. “We strive to exceed your expectations.”

“We run a top-notch operation,” he says, noting that by doing so it’s easier to retain staff.

“People who want to work in this industry want to work where the money is, so we work really hard on promotions to drive traffic here,” he says.

Due to high traffic, Deacon is consistently working to update the space. The kitchen was recently renovated, as were the bathrooms and the large, open Alexander Keith’s Lounge. The lounge, formerly the pub’s patio, is now fully enclosed and can be

“I remember being in this business when the only food we served was a crock pot full of chili and a few submarine sandwiches,” says Deacon, laughing.

“We strive to exceed your expectations.”

Today at The Fox you can find everything from Tuscan-styled Baja shrimp, to Sleeman’s barbecued ribs, slow cooked to perfection. There are healthy options on the menu, and there is always a daily food and drink feature.

More than anything, Deacon prides himself on his community mindedness.

For 25 years he’s operated the Park and Ride Blazer bus, bringing patrons safely to and from home games.

The bus attracts patrons of all ages who often stop in early at the pub for dinner and a drink or two before heading out.

“It’s not a party bus. The people who use it are people who are smart enough to recognize that we’ll give them a free ride downtown.”

Along with the Blazer bus, Fox’n Hounds also offers barbecue fundraiser opportunities for charities, teams and school groups looking to raise money. The dinners are so popular the program is already booked up through the fall.

Deacon expanded his business portfolio almost nine years ago, opening up the 6,000 square foot Sahali Liquor store adjacent to the Fox’n Hounds Pub. The store, he says, is a point of pride, and offers more than 800 varieties of wine, and are always on the cutting edge of products and services.

PHOTO: Owner Al Deacon behind the bar at The Fox’n Hounds Pub. Right, the Sahali Liquor Store.

20-945 Columbia St. West Kamloops, B.C. 250.374.9425

www.foxpub.ca Fox’n Hounds Pub @foxnhoundspub

Dr. Michael Hansford

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or so many, even the thought of visiting a dentist causes anxiety and stress. Fear of discomfort, says Dr. Michael Hansford, paralyzes people, causing them to endure years of agony before finally taking the brave step to pick up the phone. But it doesn’t have to be this way.

After more than a decade as a dentist Dr. Hansford opened his new, stateof-the-art practice in 2011 with the goal of providing beautiful and longlasting cosmetic, implant and sedation dentistry. His practice stands apart by offering unique services, including sedation. “We’ve sedated over 3,000 people, and they tell us they love it.

They recommend it to their friends and their family.”

Hansford offers what he calls the “teeth-in-a-day” program for those who due to age, accident, disease or decay, wear dentures or are facing the possibility of dentures. Those patients can get the smile they’ve always dreamed of — permanent, completely secure, stable teeth, and there is no bone grafting or dentures —in a single visit. Thanks to intravenous sedation, the process of getting the implants is comfortable, and the procedure and recovery time are quicker and more affordable than ever before.

Following the implant procedure, patients not only have a new smile and a greater sense of confidence, they can also eat their favourite foods again — often immediately following the appointment.

Hansford offers this level of care because of his investment in technology. His is one of the only dental offices with an on-site CT scanner, which is a critical piece of equipment needed for implant surgery.

His office also uses Cerec technology, meaning Dr. Hansford can custom

make and install crowns within a single visit. No more temporary impressions and no second appointment.

Sedation, he says, is an option for those who prefer to get all of their dentistry done comfortably in one appointment, or for those who simply prefer not to be fully aware of the dental procedures they are receiving.

“What are the barriers? Why are people not having their dental work done,” Hansford said were the questions he asked himself. And the answer that he always came back to was “fear from past experiences.”

“If you expect your patient to be satisfied you have to offer them the best service there is. If you expect the best for someone it means treating them well.”

“People are scared. They got hurt when they were a child by a dentist who provided inadequate service,” he says.

Dr. Hansford and his team are committed to providing dental care with a difference. That commitment starts from the moment a patient walks through the door into the beautifully designed reception area complete with a glass and rock water feature. Clients are then taken into the chat room — a private and quiet space to make introductions before the first dental exam. All examination and procedure rooms are fitted with the latest in computer display and diagnostic equipment, and the chairs are designed to maximize patient comfort.

When a client calls Dr. Hansford’s office and makes that first visit, he says, they are amazed. “In one day I can often solve their problems.”

The goal has always been and will continue to be complete client satisfaction, says Hansford.

“Patient-centred treatment is key. If you expect your patient to be satisfied you have to offer them the best service there is. If you expect the best for someone, it means treating them well.”

PHOTO: Dr. Michael Hansford is committed to providing a comfortable dental experience.

65-1967 E. Trans Canada Hwy. Kamloops, B.C. 250.374.2615

www.smilekamloops.com

Thompson Rivers University

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here are many factors contributing to the overall excellence of Thompson Rivers University, from its vast programs to its outstanding and accomplished faculty. But what also sets TRU apart from other institutions are the students.

Dylan Robinson, president of the TRU Students’ Union was raised in Kamloops and enrolled at TRU in 2010. Along with his course load and other commitments, Robinson spends countless hours working on behalf of TRU students.

While his role is to be the voice for all students, some of his proudest accomplishments have been at the grassroots level, co-ordinating groups to assist community non-profit organizations, including the Thompson Nicola Cariboo United Way. “I’m from Kamloops, so I’m very invested in my community. I love the people here and I want to give back.”

Elizabeth Whiting grew up in the Okanagan but spent two years at Cape Breton University before enrolling at TRU. The Aboriginal student representative for TRU-SU says it is essential for students to take an active role in their education.

“If I don’t do this, who else is going to?” she asks, stating her role ensures a place for Aboriginal culture, gives students a voice and brings a First Nations perspective into all conversations. Her main goal for the coming year is to create awareness of the Stolen Sisters Campaign, partnering with Amnesty International to shed light on missing and murdered Indigenous women in Canada, and to prompt a government response.

Patrick McIlhone, who grew up in Toronto and completed an undergraduate degree at UBC before

enrolling in the TRU faculty of law, also aims to make a difference. He took over as president of the Society of Law Students in March.

While the society is new, its goals are lofty. One main focus is access to justice. “We’re working hard to put together a student-led legal clinic, open not only to TRU students, but to the community.”

Richard Cane, past president of the TRU-SU Natural Resource Science Club, or NRS Club, also came from outside Kamloops and wanted to bring the richness he’d seen within other student union groups into the NRS program. “I’d seen the really united student bodies that exist in other faculties and at other schools and I felt that was missing.”

“We try to provide experience for our students, but we also try to connect to our community and give back as well.”

His legacy as president of the NRS Club was the relationship built with the International Forestry Students’ Association (IFSA), which resulted in TRU becoming a stop on the next conference, bringing 150 international forestry students to Kamloops.

Giving back to the community in a way that enriches the lives of students is key for TRU Professional Convention Management Association president Queenie Lai. The third-year bachelor of tourism management student says the goal of the association is to provide opportunities and education through experience.

The association is the organizing body for the TRU Bridal Fair, and most recently organized the Farm 2 Chef event at Sun Rivers Organic Farm, bringing 350 to sample dishes created by local chefs with produce from local farms.

“We try to provide experience for our students but we also try to connect to our community and give back as well.”

PHOTO: TRU students Elizabeth Whiting, Patrick McIlhone, Queenie Lai, Richard Cane and Dylan Robinson.

900 McGill Road Kamloops, B.C. 250.828.3000 admissions@tru.ca

www.tru.ca

Canadian Western Bank

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hile other banks are centralizing, Canadian Western Bank is expanding their operations and opening the doors to a new and bigger office, serving an ever-growing number of clients.

The key to the bank’s success is simple, says Kamloops Branch manager Joshua Knaak — Canadian Western Bank provides the same full set of services as their competitors, but it does so with a commitment to personalized service.

What sets Canadian Western Bank apart from its peers is its unique story.

“This is the only Schedule 1 chartered bank with a head office in Western Canada,” says Knaak. “This bank was established to build business in Western Canada. That was the goal 27 years ago when the first branch opened and it remains the goal today.”

Since opening in the 2009, the Kamloops branch has expanded from 12 staff to 23, and is recognized as one of the fastest growing branches in the company, reflecting the healthy business climate that exists in the city and the staff’s commitment to aggressively pursuing opportunities.

In fact, Canadian Western Bank’s Kamloops branch did much of its growth during the downturn in the economy, moving from a small operation on Columbia Street, to a large, full-service bank on Summit Drive in the fall of 2009.

By November of this year, Canadian Western Bank will have completed an additional expansion, creating 11 more offices with the anticipation of continued growth.

Today, Canadian Western Bank offers everything from personal and commercial banking, to real estate financing, equipment loans and leases

and investment support. It has grown to include a group of companies including Canadian Direct Insurance, National Leasing, two trust companies and several wealth management services.

What does it take to achieve excellence in the banking industry? According to Knaak, it takes listening to your customers and finding out what they need to make their business and personal financial goals reality. It means stepping outside of the traditional banking box and looking for creative solutions. Finally, it means stepping outside the doors of the bank and going to where the business is actually taking place. “If we waited for business to walk in our doors, we wouldn’t be doing enough to grow our community.”

“If we waited for business to walk in our doors, we wouldn’t be doing enough to grow our community.”

Clients are turning to Canadian Western Bank after encountering roadblocks and hurdles with other larger institutions. Knaak recalls one such client who wanted a $100,000 loan to buy a business but had been turned down by other major banks. Those banks hadn’t taken the time to get to know the client, who owned his home mortgage free. Canadian Western Bank was able to leverage that equity to turn that client’s dream into reality.

It was a simple transaction that any bank could have assisted with had they taken the time, says Knaak. “We want to understand our clients’ businesses as well as they do and use that understanding to meet their needs.”

101- 1211 Summit Drive Kamloops, B.C. 250-828-1070

www.cwbank.com

The future is extremely bright for the Canadian Western Bank’s Kamloops Branch, says Knaak. “We’re excited with what we see as opportunity for growth in Kamloops. The city’s economy is expanding in many different fields and we’re excited to contribute to that growth.”

Photo: Kevin Erickson, left, Hugh Sutherland, Phil Leedham, Jason Phillips, Joshua Knaak and Peter Greenway. Canadian Western Bank is ‘The Working Bank.’

Glover’s Medicine Centre

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aron Glover loves his job and it shows. The pharmacist and owner of Glover’s Medicine Centre in Sahali knew two things when he graduated from Brocklehurst Secondary School: He wanted to work in the health care field, and he wanted to own a business.

Glover graduated from UBC in 1997 and opened his compounding pharmacy in 2005 after spending several years working in other local pharmacies. He couldn’t be happier with the direction his life has taken, and how the success of his business has allowed him to give back to the community he calls home.

When he opened his business it was one of the only compounding pharmacies in Kamloops. Years later, there are several others that can compound some products, but Glover’s is still the shop that doctors, veterinarians and alternative health practitioners recommend to their patients. As a compounding pharmacist, he can manufacture unique preparations, suspensions, capsules, liquids, injectable medications and creams, all from scratch.

On many occasions, doctors, naturopaths and veterinarians contact Glover’s Medicine Centre asking for customized medicines, antibiotics and herbal remedies. “Even other pharmacists send people down to me because they know what we can do here.”

A commitment to compounding takes dedication and it takes investment — both in purchasing the appropriate equipment as well as making sure staff is professionally trained.

That commitment has paid off. When Glover opened the shop eight years ago it was just himself and one technician.

Today, there are three pharmacists and seven technicians working out of the space.

Because the community has shown such support for his business Glover gives back as often as he can, and sets aside thousands from his annual operating budget for charities.

“We do a ton of sponsorship,” he says, mentioning the annual Gur Singh Golf Tournament in support of the Kamloops Brain Injury Association, as well as the annual Pink Ribbon Charity Ball in support of Breast Cancer Research.

Glover’s Medicine Centre is also proud to donate all the medication necessary for the animals at the B.C. Wildlife Park, and is a big supporter of the Kamloops and District SPCA. Other organizations and groups that benefit from the pharmacy include The Kidney Foundation of Canada, The Juvenile Diabetes Research Foundation, Royal Inland Hospital Foundation, Thompson Rivers University Athletics, Kamloops Youth Soccer Association and Kamloops Minor Hockey.

“My customers could get their prescriptions filled anywhere, and they choose to come to me.

It’s not about price, it’s about value and what they get for the money they spend.”

“It’s important to be out there in the community giving back. I wouldn’t be here if it weren’t for the community’s support.”

Excellence in his field, he says, comes down to treating each and every customer with respect and standing behind your product.

“For me, service is everything and that means being available to your customers,” he says. “My customers could get their prescriptions filled anywhere, and they choose to come to me. It’s not about price, it’s about value and what they get for the money they spend.”

It’s not difficult to find joy in his career, says Glover, who genuinely looks forward to getting to work each day.

“It’s always different here and it’s never boring. I enjoy helping people.

“This job is very gratifying.”

PHOTO: Aaron Glover at work in his Sahali compounding pharmacy.

10-1380 Summit Drive Kamloops, B.C. 250.851.3131

www.medicinecentre.com

Best Western Plus, Kamloops

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n the hotel business, the best thing a hotel property can do is to keep moving forward. That’s why general manager Tim Rodgers and the staff of the Best Western Plus Kamloops are always looking ahead and staying on the forefront of industry trends.

The Best Western Plus opened in March 2010 and is closing in on its most successful year ever, having been at more than 90 per cent occupancy throughout the summer months.

Rodgers credits his exceptional team as well as the commitment of the hotel’s owners for the hotel’s growth.

For the second year in a row, Best Western Plus Kamloops was awarded a Certificate of Excellence from Tripadvisor, and the hotel also took the 2013 Best Western Governors Award, putting it in the Top 10 per cent of the Best Western brand. “This has just been an amazing year,” says Rodgers.

Doing such a bustling trade means consistently reinvesting in the hotel and making sure that even during the busiest months the facility is in top shape and service remains second-to-none.

“In this industry something you did a year ago can really look a year old. This hotel still looks like new even though it’s three years old,” Rodgers says. The lobby is fresh, bright and clean, and the patio outside the breakfast room was recently renovated and expanded to keep up with demand. The walls in guest rooms are routinely touched up and painted so little nicks and scratches don’t show, and the pool area was recently refreshed with a large new mural. Attention to these details means maintenance complaints stay below one per cent.

“Our standards here are anything but standard,” Rodgers says.

Travellers are choosing the Best

Western Plus Kamloops because of its commitment to remain above average in everything from hotel amenities to customer service. Because the industry changes so quickly the goal is to remain ahead of the change by setting such high standards that the competition is forced to keep up.

“The industry is changing. Travel is changing. This is the next generation new mid-market hotel, and we need to build ahead of the bar so when the bar rises, we’re already there.”

Average isn’t a word used at the Best Western Plus Kamloops. “We don’t want to be just another three-star property.

Whatever standard is, whatever code is, we always buy above it.”

“This is the next generation new mid-market hotel, and we need to build ahead of the bar so when the bar rises, we’re already there.”

Rodgers and owner John and Stephanie Hampel have long worked toward creating a hotel that far exceeds expectation. The 81-room, four-storey Columbia Street hotel offers amenities found only in more expensive lodgings, including radiant heating in tiled floors and granite-topped counters, cabinetry and tables in every room.

New this year are the 42-inch highdefinition televisions hooked up to Telus HD Optic TV. The standard screen size throughout the industry is 32 inches, says Rodgers, but customers want more.

The improvement brought fibre optics into the facility and created significant potential capacity — another example of building for the future.

This year, the Best Western Plus Kamloops became the first local hotel to be rated by Planat.com, an online-rating tool developed by the Rick Hansen Foundation to assess accessibility. The hotel received a four out of five rating, which means it’s provides greater accessibility than most other hotels.

“We’re always striving to improve our service.”

PHOTO: Best Western Plus general manager Tim Rodgers in the hotel’s pool area.

660 Columbia St. West Kamloops, B.C. 1.877.302.7878

bestwesternkamloops.com

Underwriters Insurance Brokers

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hat separates one insurance brokerage firm from another?

Kevin McIntyre, president of Underwriters Insurance Brokers argues that it is the people in the firm that define it; and his team and its commitment to excellence are the reason for his company’s success.

Purchasing a policy, whether for commercial, residential, automotive or life insurance, is a duty — it’s something people must do and rarely derive enjoyment from. But a policy purchased through a trusted adviser can mean a world of difference in the midst of stress, tragedy and turmoil.

This year, Underwriters celebrates 40 years of making the lives of its clients simpler.

Underwriters Insurance is the only locally owned full service insurance brokerage firm in Kamloops. McIntyre, along with business partner Carl Sulkowski, purchased the small, sevenperson company from the original owner 12 years ago with a plan to grow the business.

Today, Underwriters employs 30 people in its Kamloops head office and another 12 people in the Vancouver branch.

Underwriters also owns Guardian Risk Managers, a wholesale division providing insurance products across Canada to a network of insurance brokers. This growth, says McIntyre, is a direct result of the creative people at the heart of the company.

“We have built a great team of people who really care about what they do.”

The expansion of Underwriters Insurance has not been hampered by the location of its head office in Kamloops — in fact, the opposite is true. Having the bulk of the company’s staff outside Vancouver means staff are able to afford a better quality of life.

“In the world of modern technology you can really do your job anywhere,” says McIntyre, who has called Kamloops home for more than 20 years.

While most customers rarely see more than the main sales floor and reception area of the downtown office, there is much more to Underwriters, says McIntyre. The commercial, underwriting and administration team upstairs is always hard at work, not only devising ways to consistently assist clients in Kamloops, but also working to improve the insurance industry as a whole.

“If you’re committed to your industry why not be on the inside trying to make it better?”

“Our office has shown tremendous leadership in the industry,” says McIntyre, who served as the president of the Insurance Brokers Association of B.C. in 2005-06 and will take over that role again in 2014.

The role of the association is to represent brokers’ interests to government and ICBC, and to work with industry to ensure products are in line with the needs of clients. For most of the past 12 years there has been a representative from Underwriters on the association executive, something McIntyre considers a way of giving back.

“If you’re committed to your industry why not be on the inside, trying to make it better?”

And while Underwriters is consistently working to improve the insurance industry and better the lives of its clients, McIntyre also puts an emphasis on giving back to the community of Kamloops.

The insurance brokerage has been a longtime supporter of the Miss Kamloops Ambassador program, and is a proud supporter of Western Canada Theatre and the Kamloops Brain Injury Association.

PHOTO: Kevin McIntyre, President, and the dedicated team from Underwriters Insurance Brokers.

208-310 Nicola Street Kamloops, B.C. 250.374.2139

www.underwriters.bc.ca

Eaglepoint Golf Resort

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olf as it is meant to be played — wide-open views, a beautiful setting and a challenging course.

Eaglepoint Golf Resort has it all, and at a price point that encourages golfers of all skill levels to blow the dust off those clubs and get into the game.

Course general manager Ian Eggleton was raised in Kamloops and was raised to love the game of golf. Back then, he says, golf was affordable for families, seniors and youths, but then something changed.

New golf courses were being designed and built to be the next great golfing experience. In turn, in order to play these golf courses you had to pay a hefty green fee. This left the sport unattainable for many to play on a regular basis.

Many working folks just put down their clubs and walked away.

Since taking over as general manager at Eaglepoint Golf Resort, Eggleton has been on a mission to change that mindset, making a game of golf affordable on any budget.

Robert Heaslip, known for building straightforward, easy to maintain golf courses throughout Canada, designed Eaglepoint. The course was built in 1991 and originally featured thick stands of pine. In 2007, most of trees were removed due to the pine beetle infestation, but rather than let the damage destroy the course, some would argue that under the direction and support of new owner Dennis Hong, Eaglepoint has come back better than ever.

considering how many spectacular courses are within an easy drive of Kamloops. But a beautiful course is pointless if few can afford to play, says Eggleton.

At Eaglepoint, the goal is to provide a service that is affordable, friendly and comfortable, so that golfers can take in a game, rent a cart and have a refreshment for $50.

“We want to get the local market back in the game,” Eggleton says, adding that certainly, Eaglepoint is a drive, but it’s well worth it. “When someone comes out here, they’re going to enjoy themselves.

We want to make people feel good and enjoy it so much they keep coming back.”

“When someone comes out here, they’re going to enjoy themselves.

We want to make people feel good and enjoy it so much they keep coming back.”

Because the value at Eaglepoint is so great, Eggleton expects that instead of saving up to go golfing once or twice a year, players can afford to come back again and again. This will help the sport thrive overall. There are so many activities to choose from these days. We want to get people back in the game.

Hopefully, we can be that avenue.”

On any course, members are the key to success, bringing the warmth and camaraderie to the sport. The members of Eaglepoint are “the heart and soul,” says Eggleton. “They create that feeling of community. This is their place — their home away from home.”

Today, native fescues have been added to areas that were once bare or treed. With the removal of the trees the views have opened up, providing a spectacular view of the mountains and valleys beyond.

Each hole is unique, and with four sets of tees, Eaglepoint Golf Resort provides a fun challenge for all levels of golfers.

Running a golf course is competitive

PHOTO: Eaglepoint Golf Resort offers wide-open views on a challenging course at a reasonable price.

8888 Barnhartvale Road Kamloops, B.C. 250.573.5675

eaglepointgolfresort.com

RippleRock Consulting

D

ave Freeze knows one thing for certain: Better is always possible.

And whether you’re a business executive or athlete, he can help you get there.

world and Olympic level competition.

Freeze, owner of RippleRock Consulting, holds a master’s degree in applied behavioural science and spends as much time working with organizations and businesses providing one-on-one performance coaching as he does with athletes helping them achieve success.

Professional development, he says, is a jigsaw puzzle. Solving the puzzle involves making a commitment to the process and setting aside the time required to create high-functioning individuals and effective work teams.

After a long career in competitive sport, high-risk outdoor pursuits and business ownership, he has unique perspectives and proven processes when it comes to training one’s mind to do its share of the work.

Business executives, athletes, and performing artists all seek out his unique skill set because he delivers — Freeze sets high expectations for himself and everyone he comes in contact with.

“With business teams, executives and athletes, my goal is to make them invincible, get them more grounded and centred and raise their selfawareness. Simply put, I help them adjust their belief systems and create appropriate expectations in order to increase performance levels.”

Reprogramming the mind is the lion’s share of the work, and when it comes to hard work, Freeze speaks from a place of authenticity. The father of three has worked with more than 10,000 athletes, and has been active in competitive sport for his entire life.

He has competed in two sports at the world championship level, is a six-time Ironman, and has completed more than a dozen marathons. He has worked as a mental trainer for athletes at the local, provincial and national level and has helped senior athletes prepare for

In the corporate world, Freeze provides similar services for executives and senior management teams, albeit tailored to their specific needs.

“I can help you get to the next level, we just need to figure out what that next level is, and what’s standing in the way.”

“I can help you get to the next level, we just need to figure out what that next level is, and what’s standing in the way.”

His extensive client list goes back 15 years and includes almost every municipality in the Thompson Okanagan region, as well as work with the provincial government and many small to large corporate organizations throughout B.C. Freeze’s careers in athletics and executive coaching have taken him around the world, and now he hopes to bring that expertise home, assisting businesses and individuals in Kamloops to achieve their best.

Training the mind can be mentally exhausting, but the rewards of higher performance and accomplishment are well worth the effort. There is no doubt that helping someone develop a clear vision and overcome challenges is life-changing.

“They come to me knowing I can help and I love my job. I put my skin in the game and people open up. There’s always meaning in the process, we just have to find it, learn from it, and put it to great use.”

260 Bestwick Drive Kamloops, B.C. 250.314.1486 dave@ripplerockconsulting.com

ripplerockconsulting.com

So, if you believe better is possible, Freeze only has one question: What are you waiting for? Now is the time to get RippleRock Consulting on your team!

PHOTO: Dave Freeze of RippleRock Consulting is equally at home with athletes as he is with business executives.

Portfolio Interiors

P

ortfolio Interiors is a made-inKamloops success story, and its growth is a direct result of responding to customers’ needs and making sure each and every purchase is a positive one.

The home décor and furniture store is independently and locally owned by Dan Pan, and was awarded Aberdeen Mall Retailer Award (1-10 staff) by the Kamloops Chamber of Commerce for 2012. Established in 2010 as Black and White Décor and later renamed, the staff of Portfolio Interiors takes pride in all they’ve accomplished in such a short time.

“We’ve worked really hard on the concept of the store and on building a customer base,” says store manager Kathy Underwood, who adds that the hard work is paying off with many customers returning to furnish additional rooms in their homes, and referring the store to friends.

Reinvesting success and growth back into the store by continuing to educate staff is a priority. Product knowledge, says Underwood, is a point of pride among the team.

As an example, the store closed down for three days in the summer to allow staff — most of whom hold credentials in either interior decorating or design — to visit some of the furniture manufacturers in the Vancouver area. This opportunity to see the furniture as it’s being made is vital for staff awareness and education, says Underwood.

“Our sales staff can answer any questions you might have. Professional development and product training is ongoing. We brand ourselves as experts because we are experts.”

The goal is never to sell specific items to customers, but rather to listen to

what the customer needs and make sure their needs are met. As a result, a major growth area is in custom orders.

Portfolio Interiors develop a store that features some of the best-quality, Canadian-made furniture available with exceptional service, all while keeping prices competitive.

Another point of pride is the store’s partnership with various housing developments. Portfolio Interiors has partnered with Talasa at Sun Rivers to stage show homes, and is also currently staging The Pointe at Sun Rivers, as well as two show suites at Stirling Heights in Aberdeen. These staging opportunities are fantastic, says Underwood, because it allows clients to see the pieces as they were meant to be seen — in the home.

“Our sales staff can answer any questions you might have ... we brand ourselves as experts because we are experts.”

While there is something to suit every budget at Portfolio Interiors, there is also something to suit every taste. One of the store’s key features is the ability for clients to choose their own colours, fabrics, wood finishes and the density of cushion foam. Having these options not only provides customers with exactly what they’re looking for, stylewise, it also provides greater budget flexibility.

Custom orders has been a huge expansion area, and recently additional staff has been added in order to maintain the company’s commitment to excellent service.

Being able to offer unbeatable service along with quality, Canadian-made furniture at competitive prices is why Portfolio Interiors has been so successful, and further proof of that success is reflected in the names of manufacturers featured in the store.

1216B Battle Street Kamloops, B.C. 250.372.5045

www.portfoliointeriors.ca

“As we grow we’re able to bring on bigger and better Canadian suppliers.

They’re coming after us and they want to be on our floor.”

PHOTO: The staff of Portfolio Interiors, from left, Eve MacDonald, Stevee Belli, Kathy Underwood, Cori Logan and Dan Pan. (Melanie Dreyer/ Aria Arts & Photography)

Urban Systems Ltd.

T

he natural resource sector is an important part of Western Canada’s economy and large scale resource developments are on the rise. These developments can have significant impacts on neighbouring communities. While they can lead to jobs, training and a boost to the local economy, they may also place significant demands on infrastructure including roads, water, and other services such as health care, policing and housing. There are advantages and disadvantages to communities when resource development comes knocking, and knowing how to respond is critical.

“Understanding the short and long term implications of resource development is complex and warrants thoughtful consideration by industry, government, and community members alike,” says Rhonda Maskiewich, Urban Systems environmental planner.

According to Maskiewich, natural resource development is top of mind for many of the communities served by Urban Systems, a Western Canadian multi-disciplinary consulting firm.

“Our mission is to support vibrant communities and this means working with many different types of clients from First Nations to government agencies to private industry to nonprofit organizations,” says Maskiewich.

She adds that because the firm serves many different types of clients, it has become familiar with the broad spectrum of interests related to resource development.

In recent years there have been noticeable shifts in how communities respond to proposed development.

“Historically, assessing the impacts of resource development has focused mostly on avoiding negative effects on the physical environment, like plants, animals and water. While that

is still very important, there is growing interest in also assessing the social and economic implications of development and to use that information in the decision-making process.”

This process, often referred to as social impact assessment (SIA), delivers a systematic analysis that identifies in advance any potential impacts (positive and negative) on individuals and communities from large-scale development. SIA helps decision makers minimize the negative impacts of development before they can happen. SIA also helps affected people and communities understand the long term implications of development, and to articulate their own interests.

“We are living in a new social era.

Without public support, it’s difficult for large scale developments to advance.”

“Engaging community members is a critical part of any social impact assessment,” says Pam Robertson, Urban Systems communication specialist. “The SIA process puts people first. The focus is on learning from and with community members as local and traditional knowledge is sought and incorporated into decisionmaking.”

Robertson notes all organizations need to think about their social licence to operate. “We are living in a new social era. Without public support, it’s difficult for large scale development to advance. Across our markets, we are seeing increased collaboration amongst developers, First Nations, and government agencies to protect the best interests of communities and the people who live there.”

Urban Systems Ltd. 200-286 St. Paul Street Kamloops, B.C.

www.urbansystems.ca

She adds that Urban Systems is encouraged by the trend toward SIA as it aligns well with the company’s integrated approach to business. “We believe that people, the environment and the economy are integral to the well-being of communities in addition to infrastructure.”

PHOTO: Communications and engagement specialist Pam Robertson and environmental planner Rhonda Maskiewich of Urban Systems Ltd.

2013 Edition Fall 2013 Edition