Business Profile Oct 2010

A MONTHLY PUBLICATION OF THE LEWISTON TRIBUNE ď Ž October 18, 2010

An Interview with

%S 3PCJO + )FOEFSTPO Owner of Studio Smiles Northwest _ 1"(&

Nat’l Business Women’s Week BP

SPECIAL EDIT

ION

small talk

CALENDAR  Oct. 19 — Lewis-Clark Association of Insurance and Financial Advisors, noon, Elk’s Temple, Al Reagan, (208) 7435441.  Oct. 20 — Lewis-Clark Association of Realtors, 11:30 a.m., Elk’s Temple, (208) 7462019.  Oct. 20 — Orofino Chamber of Commerce, noon, Ponderosa, (208) 476-4335.  Oct. 21 — Port of Whitman County, 10 a.m., (509) 3973791.  Oct. 21 — Lewiston Chamber of Commerce Business After Hours, 5-7 p.m.  Nov. 3 — Grangeville Chamber of Commerce, 1:30 p.m., Oscar’s, (208) 983-0460.  Nov. 3 — Orofino Chamber of Commerce, noon, Ponderosa, (208) 476-4335.  Nov. 3 — Kamiah Chamber of Commerce, 7 p.m., chamber building, (208) 935-2290.  Nov. 4 — Port of Whitman County, 10 a.m., (509) 3973791.  Nov. 5 — Lewiston Chamber of Commerce general membership, 7 a.m., Morgan’s Alley, (208) 743-3531.  Nov. 9 — Port of Lewiston, 1:30 p.m., (208) 743-5531.  Nov. 9 — Pullman Chamber of Commerce, noon, location TBA, (509) 334-3565.  Nov. 9 — Grangeville GEM Team, 7 a.m., Oscar’s.  Nov. 10 — Clarkston Chamber of Commerce general memberhsip, noon, Quality Inn, (509) 758-7712.  Nov. 11 — Port of Clarkston, 1 p.m., (509) 758-5272.  Nov. 11 — Cottonwood Chamber of Commerce general membership, 8 a.m., Coffee Mill Creations, (208) 962-3231.

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Small businesses learn hard lessons from floods NEW YORK — When flood waters washed through Ames, Iowa, this summer, Jim Howe got his latest lesson in how hard it can be to protect a business from disaster. And to recover.

Howe Welding and Metal Fabrication flooded for the fourth time since 1993. He’s still cleaning up and getting his machinery working again.

Jay Hennessey learned a similar lesson. In August, Hennessey reopened his Ashland City, Tenn., gym three months after it was shut by an unexpected flood.

A flood can be one of the worst catastrophes to hit a small business. Water gets in everywhere, bringing with it mud and debris. It can take days to recede, and when it does, it leaves ruined equipment and furnishings, and sometimes, mold.

And unlike damage from fire and wind, or even rain water that comes in through a hole in the roof, the devastation caused by flooding isn’t covered by a standard business owner’s insurance policy. Owners need to purchase flood insurance separately and some find it’s too expensive to carry.

Torrential Rains, Unexpected Flood As the owner of two Snap Fitness gym franchises near Nashville, Hennessey never had to deal with a flood. But 16 inches of rain fell over a 24-hour period in Ashland

commentary

Joyce Rosenberg City, and his gym, full of treadmills, weight machines and other exercise equipment, was flooded with 18 inches of water.

Hennessey said he was able to save most of his equipment, but it had to be cleaned and repaired. The treadmills were destroyed.

The building had to be cleaned and repainted. All told, the flood cost Hennessey $200,000.

By being a franchisee, got help from the Snap Fitness corporate offices. Hennessey said the company helped with the physical recovery, and Snap Fitness kept him focused on the fact although the gym was shut, he had to keep building for the future.

“You can get myopic, really focused on recovering,” he said. “You forget that you have to get out and market your business.”

Hennessey didn’t have flood insurance because he wasn’t in an area considered at risks for flooding. “There was no reason for us to think we needed flood insurance,” he said.

This meant he couldn’t be

Business Profile

reimbursed under his regular business owner’s policy.

He also said he can’t get a payout from business interruption insurance, which covers a company’s operating expenses when it’s shut down. Because the underlying cause of the disruption to his business was flooding, Hennessey said he couldn’t collect anything.

Hennessey has taken out a Small Business Administration disaster loan to cover the costs of restoring his business and getting it operating again. As a condition of getting the loan, he has had to purchase flood insurance. However, because he’s not in a high-risk area, he calls the insurance “relatively inexpensive.”

Flooded Again And Again Howe’s welding business was flooded in 1993, and again in 2006 and 2008.

He has taken many steps over the years to lessen the chances of being flooded again. A few years ago, when he decided to rebuild his business, he put it on ground that was three feet higher than its original spot.

He installed floodgates.

Inside the building, which houses heavy equipment such as lathes and saws, he raised his welders so they’d be off the ground.

The problem this time was that Howe couldn’t get enough sandbags. And so when the flood came, two feet of water entered his

 See ROSENBERG, Page 4 MONDAY, OCTOBER 18, 2010

October 2010

A view like no other

 VOLUME 11, ISSUE 10

Business Profile is compiled

by Target Publications of The Lewiston Tribune. Business Profile is inserted in The Lewiston Tribune the third Monday of every month.

 Editors ROBERT JOHNSON bjohnson@lmtribune.com 848-2243

Dentist Robin J. Henderson works in detail  PAGE 12

MARY TATKO mtatko@lmtribune.com 848-2244

 Advertising Contact your Lewiston Tribune sales representative or call (208) 848-2292 for advertising information

 Your comments Please write to us at: Business Profile Target Publications Lewiston Tribune 505 Capital St. Lewiston ID 83501 or e-mail us at: businessprofile@lmtribune.com

 On the cover Dr. Robin J. Henderson of Studio Smiles Northwest By KYLE MILLS of the Lewiston Tribune

 Our favorite quote “I work in millimeters.

The grocery store is overwhelming.”

— Dr. Robin J. Henderson (story Page 12)

MONDAY, OCTOBER 18, 2010

 Regular departments

2 SMALL TALK: Floods bring hard lessons 4 BUSINESS ON THE GO: Who’s doing what 5 WORKPLACE WELLNESS: Get credit for what you do 6 BUSINESS ANSWERS: Business e-mail 101 17 BETTER BUSINESS BUREAU: Scams 101 18 ASK IDAHO LABOR: Are you required to pay for holidays?

19 THE NEXT LEVEL: Exceptional customer service should be cornerstone 20 THE JOB COACH: Employee evaluations and the supervisor 22 RECORDS: September by the numbers BUSINESS PROFILE

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business on the go Four area Washington hospitals win awards Four hospitals in the area have been recognized by the Rural Healthcare Quality Network, an organization of 34 rural health care providers in Washington based in Seattle.

Tri-State Hospital in Clarkston received three awards: STEMI Protocol Adopters for cardiac care, STEMI Protocol Superstars for getting patients from the emergency room to an electrocardiogram in less than 12 minutes, and a Best Practice award in public reporting. STEMI stands for ST-Segment Elevated Mirocardial Infarction, a type of heart attack than can damage the heart muscle.

Whitman Hospital and Medical Center in Colfax also won three awards: Best Practice for STEMI Care, Best Practice for Public Reporting and Best Practice for Heart Failure Star, which is awarded based on the follow-up care a heart patient receives after he leaves the hospital. WHMC developed

a process that ensures all heart patients receive the appropriate instructions for their care 100 percent of the time.

Pullman Regional Hospital was recognized in the categories of STEMI Protocol Adopters, Best Practice: Public Reporting and Best Practice Sharing for its collaboration with other member hospitals. Additionally, Hospital Consumer Assessment of Health Care Providers and Systems ranked Pullman Regional Hospital No. 1 of 57 hospitals in Washington in patient satisfaction.

Garfield County Hospital in Pomeroy received awards STEMI Protocol Adopters and STEMI Protocol Superstars for getting patients from the emergency room to an electrocardiogram in less than 12 minutes.

The awards were announced at the Rural Healthcare Quality Network’s annual meeting in June.

This could be you ...

Read about professional accomplishments every month in ...

Business Profile 4

Lewiston Life Care wins two awards Life Care Center of America’s Lewiston unit was named Facility of the Year in the company’s Northwest division, which includes 31 facilities in Dan Idaho, WashKnapp ington and

ROSENBERG From page 2 business. That was less than the 5½ feet he got in 1993, but it shut him down. He’s been cleaning up constantly since the flood, getting machines working again one by one.

Howe doesn’t have flood insurance, and he’s not planning on buying any, simply because it’s more than his business can afford. Because he’s in a flood plain, the premiums are high. And businesses that have been flooded can pay even more.

“They’re not stupid,” Howe said of insurance companies.

“They say, ‘we’ll insure you, but you’ll flood and it’s going to cost you.’ ” The lesson he took away from this latest flood is that he needs to have his own sandbags on hand. Howe calls himself foolish for assuming the city would have enough to go around. So he’ll build a stainless steel con-

Oregon, at the company’s annual meeting in Cleveland, Tenn., Sept. 13.

Dan Knapp, executive director of the Lewiston facility, received one of two President’s Awards. Knapp was acknowledged for the high level of resident and family satisfaction and for low staff turnover.

Knapp has been at Lewiston for nine years. tainer, fill it with sand and make himself that much better prepared for next time.

“There will be a next time.

It’s not a question of ‘if,’ ” Howe said.

Preparing For A Flood Preparing for a flood should be part of an overall disaster prep plan. Owners who need help figuring out what they need to do for disaster planning can get help online. The Institute for Business & Home Safety’s site, www.disastersafety. org, and the federal government’s guide at www.ready. gov/business go into some detail. The Small Business Administration also has information at www.sba.gov/ beawareandprepare/business.html.

You can find out about flood insurance at www. floodsmart.gov. Your insurance agent should also have information.  Rosenberg covers small business issues for the Associated Press.

Everyone has a story. David Johnson proves it every Friday. In the Tribune.

Business Profile

MONDAY, OCTOBER 18, 2010

workplace wellness

Get the credit you deserve for your wellness program If you’ve already taken the steps to launch a wellness program, you may want to consider applying to organizations that recognize workplace wellness excellence to get the recognition you deserve for your efforts.

Some Idaho companies have already taken these steps. It’s great to see St. Luke’s Health System’s three locations have the American Heart Association’s Start!

Fit-Friendly Workplace Platinum recognition. And Kootenai Health received Gold-level honors from the Wellness Councils of America (Welcoa). Regence earned its first Welcoa Gold this year and has been a Platinum Fit-Friendly Workplace for a few years. I’d sure like to see more Idaho companies among these lists of healthy workplaces.

The process of applying for any award or other recognition is a healthy reminder of where you’ve been, why you started the program and where you are today. Award applications also double as a road map to crafting or tweaking your program to position it for success.

For example, Welcoa’s Well Workplace award sets seven rigorous benchmarks to meet

commentary

Justin Jones for its Bronze, Silver, Gold or Platinum level honors: l Capturing CEO support l Creating cohesive wellness teams l Collecting data to drive health efforts l Carefully crafting an operating plan l Choosing appropriate interventions l Creating a supportive environment l Carefully evaluating outcomes Most of Welcoa’s Well Workplaces are health institutions, such as Kootenai Health, but there are industrial and service industries that also win recognition, such as Union Pacific Rail-

road and numerous banks.

Not many companies in the Western states have earned these honors. You can see listings for the past three years at http://welcoa.org/ wellworkplace/listings.

The American Heart Association Start! Fit-Friendly recognition is for employers that help create an environment that encourages walking, from providing walking route maps to tracking tools to “sneaker days” for the staff to wear good walking shoes. The platinum level, AHA’s highest award, requires some modest measurement of success and is awarded annually. To earn a Gold, start by simply documenting your wellness activities — this is awarded twice a year, so get cracking. Learn more about the criteria at: http://startwalkingnow.org/ start_workplace_fit_friendly. jsp.

AHA also offers an innovation award, so you might qualify for recognition for some creative ideas. At Regence, our team launched

a “snack attack,” pushing a cart of healthy snacks around our workplaces and exchanging them for unhealthy varieties. That earned us an innovation award last year.

To get started and earn recognition for your company, visit the websites of organizations that recognize wellness and get acquainted with their criteria and see how your program stacks up and where you might pump it up for next year.

Also, consider talking to those companies that have received recognition to see what worked for them and what pitfalls to avoid. I’d be happy to share Regence’s experience, and I’m sure others would, too. There are no trade secrets involved; the only competition in the wellness category should be of the friendly variety — and we all win.  Jones is the Wellness Program Coordinator at Regence BlueShield of Idaho. He can be reached at justin.jones@ regence.com.

Complete and compelling.

All the news you need.

MONDAY, OCTOBER 18, 2010

Business Profile

5

business answers

Business e-mails require thought and correctness Question: A lot of the communication in our company is done by e-mail — externally and internally. I’m not sure what is appropriate.

Can you give me some pointers?

Answer: Sending professional e-mails isn’t difficult, but it certainly is different from the types of e-mails you may be used to getting and receiving. Let’s take a look at some basic pointers to get you started.

First, consider if an e-mail is the most effective way to communicate your message.

Although you have this wonderful tool at your fingertips, do not use it indiscriminately.

People are inundated with e-mails. Make sure you are sending one that is necessary.

Would it make more sense to walk down the hall or would a quick telephone call result in the information you need?

Consider the subject line.

commentary

Karen Andrews If you decide an e-mail is the most appropriate and effective form of communication, keep in mind the subject line often dictates whether or not your e-mail gets read right away. Never leave it blank.

It should clearly and briefly state the reason for your email. For example, instead of saying, “Important Informa-

tion”, (which tells your reader nothing) it may be more appropriate to say, “New Employee Benefits.” Don’t forget to update the subject line if there is a change in the topic of discussion.

Use an appropriate salutation. In business, it is always better to err on the safe side.

Using Ms. is preferable, unless you are absolutely sure Miss or Mrs. is preferred by your reader. For example, “Dear Ms. Maguire” is an appropriate salutation. “Hi, Janice” or “Hello, Janice” is a little more informal, and using this would depend on how well you know the person you are addressing.

Say important things first.

The most important information should be at the beginning of your message. Many readers have their e-mail boxes set up so only a portion of each message can be seen in the lower screen. This al-

lows the reader to see what’s important without opening the e-mail. You should be able to express yourself clearly without using emoticons; they are not appropriate for professional e-mail purposes. Also, save the commonly-used acronyms (BTW, IMHO) for your personal e-mails.

Close with an objective. Do you need the information you are requesting by a certain date? Let your reader know.

For example, you may say, “Please have your figures to me before our November 25th department meeting.” If the e-mail is not a request for action, a concluding thought can help prevent your e-mail from ending abruptly. “I’m happy to be able to answer your questions” is one example. You should always sign off your message with

 See ANDREWS, Page 7

There’s no better time to be a woman entrepreneur five women of working age were in the labor force. In adWhile women have strug- dition, the BLS notes women’s gled historically with equal labor force growth should be pay and discriminatory treat- faster than men’s. The Dement within the workplace, partment of Labor notes that national trends and statistics women are projected to acshow that there’s never been count for 51.2 percent of the a better time to be a business- increase in total labor force woman. growth between 2008 and According to the Bureau of 2018.

Labor Statistics, in 1950 about According to a recent artione in three women partici- cle in Newsweek titled “Wompated in the labor force. But en Will Rule the World,” by by 1998, nearly three of every 2005, women represented ARA

6

more than a third of people involved in entrepreneurial activity, and the number of women-owned firms continues to grow at twice the rate of all U.S. firms. As authors Jessica Bennett and Jesse Ellison write, “Indeed, it’s not a leap to say that female entrepreneurship may help revive the fortunes of the middle class in the developed world.”

Rita Talamonti, a personal financial advocate who recently launched her company,

Business Profile

Good Egg LLC, knows firsthand about succeeding as an entrepreneur in today’s complex economic environment.

Talamonti’s story mirrors that of many women around the country: After several years in the corporate world, Talamonti realized that she wanted to venture out on her own and start a business.

With hopes of furthering her knowledge and increasing her

 See TIME, Page 21 MONDAY, OCTOBER 18, 2010

National Business Women’s Week ® October 18-22, 2010

To honor the contributions of working women and employers who support working women and their families, Business and Professional Women’s Foundation celebrates National Business Women’s Week® (NBWW) during the third week of October.

The celebration of National Business Women’s Week has helped to promote leadership roles for women and to increase opportunities for their advancement professionally and personally.

Celebrating 25 years as an Idaho Attorney!

Linda Pall, J.D., Ph.D. Practicing family law, employment law and civil rights law.

Dedicated to preserving, protecting and defending your rights.

Linda Pall, J.D., Ph.D. Admitted to the practice of law in Idaho, Federal District Court of Idaho, Ninth Circuit Court of Appeals, and the United States Supreme Court.

www.bpwfoundation.org

Law Office of Linda Pall • By Appointment 208-882-PALL (7255)

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MONDAY, OCTOBER 18, 2010

Clarkston Heights Pharmacy & Gifts

Business Profile

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National Business Women’s WeekŽ October 18-22, 2010

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8

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BUSINESS PROFILE

MONDAY, OCTOBER 18, 2010

Recognizing Women in Business October 18-22, 2010

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MONDAY, OCTOBER 18, 2010

BUSINESS PROFILE

9

Join us in applauding these business women and entrepreneurs ...and BOOKS, too!

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Properties

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Celebrating “Women in Business” is “TEAM ASSIST-2-SELL.” We are so proud of our agents and staff after another successful year of our “Full Service with $avings” program. Our office has consistently been recognized by our franchise as one of the leading offices in North America, being awarded the “Top Ten” percent for both 1st & 2nd quarters of 2010.

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Business Profile

MONDAY, OCTOBER 18, 2010

National Business Women’s Week®

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Business Profile

11

cover story

Her world is in the details Clarkston dentist Robin J. Henderson juggles practice, business and family

By Mary Tatko

Of Target Publications

Robin Henderson has tunnel vision.

And, for her patients, that’s a very good thing.

A Clarkston dentist specializing in restorative dentistry, Henderson spends hours each day intensely focused on nearly microscopic work areas: the space between two teeth, the angle of a bicuspid, a hint of decay among the ridges of a molar.

“People say ‘It’s just a filling,’ ” her husband, Scott Henderson, said. “It’s like surgery on a little, tiny tooth.”

Henderson spends so much of her day wearing glasses-like magnifiers, called loupes, that pulling them away from her eyes and leaving her miniature world can be quite a shock.

“I work in millimeters,” she said. “The grocery store is overwhelming.”

But as absorbed as she is in the details of each small tooth, Henderson has no trouble seeing the bigger picture when it comes to her patients.

When she’s “building a smile,” which begins with a wax model and culminates in porcelain overlays that look like real, very beautiful, teeth, Henderson envisions not just teeth, but how they will affect the whole person.

“It changes lives, that’s the most amazing thing,” she said. “(And ) as they feel better about their smile, they actually take better care of it.”

 See DETAILS, Page 13 12

Tribune/Kyle Mills

Dentist Robin J. Henderson shows some of the tools of the trade at her practice in Clarkston.

Business Profile

MONDAY, OCTOBER 18, 2010

cover story

DETAILS

From page 12

“It’s the perfect blend for me of art and science.” —

DENTIST ROBIN HENDERSON, ON BUILDING A SMILE

Picture Perfect In the hall between the waiting area and exam rooms at Henderson’s clinic, Studio Smiles Northwest, are portraits of each member of her staff.

Scott, who works for camera company Nikon in its precision instrument division, moonlights at his wife’s clinic as a photographer. The staff portraits are his work, but his most significant contribution, he said, are photographs of patients or, more specifically, patients’ mouths.

“Robin’s really big into education,” he said, explaining that photographs help patients understand exactly what is going on in their mouths. “The whole idea is health.”

Seeing a photograph literally gives patients a clear picture of their teeth and gums from an angle only the dentist would otherwise see.

It’s much more helpful for most patients, he said, than looking at x-rays and listening to a dentist’s jargon-filled descriptions.

Photography also plays a key role in restorative dentistry. Henderson uses photographs that show facial structure to help get the right look when she’s designing a new smile for a patient.

That combination of medicine with creativity and artistry illustrates what she likes best about her profesMONDAY, OCTOBER 18, 2010

Tribune/Kyle Mills

A pair of loupes allows Henderson to see the details of her patients’ teeth. sion.

“It’s the perfect blend for me of art and science,” she said.

Henderson, who attended Clarkston public schools from kindergarten through high school, started at Washington State University as a math major, intending to be a teacher. She loved athletics and wanted to be around sports, students and the whole school atmosphere.

But she was drawn to the basic sciences, she said, ultimately finding her niche in dentistry, particularly restor-

ative dentistry.

“Health is a huge piece of it,” she said. “Aesthetics is a really fun piece to add on.”

While she was attending dental school at the University of Michigan, the profession was undergoing radical changes. Where amalgam fillings, metal crowns and dentures had once been the extent of most dental practices, an explosion in materials, such as porcelain, made natural-looking and less-invasive options more widely available.

Scott, whom Henderson

Business Profile

met at the University of Michigan, attends continuing education workshops with his wife to keep up on the technology she employs at her practice.

“He has been very involved in dentistry from day one,” she said.

His favorite tool, other than the camera, is a device felicitously referred to as “the wand.” Henderson uses it to administer anesthetic before a procedure, a moment in an appointment many patients

 See DETAILS, Page 16 13

“Sightings on the Web” .

ASSISTED LIVING & DEMENTIA CARE Guardian Angel Homes www.guardianangelhomes.com

ATVS - MOTORCYCLES Guy's Outdoor Equipment www.guysoutdoor.com

AUTO DEALERS Chipman Taylor Chevy Olds www.chipmantaylor.com James Toyota www.jamestoyota.com Vern Eide Motorcars www.verneide.com

BEAUTY SCHOOLS - SALON Headmasters School of Hair Design www.headmastersschoolhairdesign.com

BOOKS ...and BOOKS, too! http://andbookstooonline.com/

BUSINESS SERVICES

DENTISTS (CONT.)

Valley Vision, Inc. www.lewis-clarkvalley.com

James E. Pierce, D.D.S. www.LewistonDentist.com

CAMERAS - PHOTOGRAPHY

Dr. David Wilkinson, DDS, MS www.wilkinsonortho.com

Wasem's Drug www.wasems.com

FINANCIAL INSTITUTIONS

CAMPERS - RVS

Banner Bank www.banrbank.com

Krueger's RV www.Kruegers-rvs.com Travelland R.V. & Canopy www.travelland-rv.com

CERTIFIED PUBLIC ACCOUNTANT Su Brown & Associates, PLLC www.subrown.com

CHAMBER

OF

COMMERCE

Lewiston, ID Chamber of Commerce www.lewistonchamber.org

CHURCHES Abundant Life Church www.abundantlc.org Warner Avenue Alliance Church www.warneralliance.com

CREDIT UNIONS

FLOORING Floor Coverings™ International lewiston.oorcoveringsinternational.com

FUNERAL HOMES Mt. View Funeral Home www.MtViewFuneralHome.com Merchant Funeral Home www.MerchantFuneralHome.com

FURNITURE Sylvan Furniture www.sylvanfurniture.net

GRAIN DEALERS Almota Elevator http://users.colfax.com/almota

HARDWARE Erb Hardware www.aceretailer.com/erbslewiston

Potlatch No. 1 Federal Credit Union www.p1fcu.org

HOSPITALS

DENTISTS

St. Joseph Regional Medical Center www.SJRMC.org

Dentistry "4" Children, LLP www.wigginsd4c.com John J. Johnson D.D.S., P.C. Making Valley Smiles Brighter since 1997 www.yourvalleysmile.com

INTERNET SERVICES Cable One.net www.cableone.net

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14

Business Profile

MONDAY, OCTOBER 18, 2010

Website Directory of Area Businesses and Organizations LIBRARY FOUNDATION Lewiston Library www.lewistonlibraryfoundation.org

NEWSPAPERS Lewiston Tribune www.lmtribune.com Moscow Pullman Daily News www.dnews.com

PORTS

Re/Max River Cities www.HomesAtRiverCities.com Rock-n-Roll Realty www.Rock-n-RollRealty.com Century 21 Price Right www.21priceright.com Results Realty www.ResultsRealty.net Windermere www.WindermereAllstar.com

Port of Clarkston www.portofclarkston.com

RECREATION CENTER

Port of Lewiston www.portoewiston.com

Orchard Lanes www.orchardlanesbowling.com

PUBLIC LIBRARIES

REHABILITATION SERVICES

Lewiston City Library www.cityoewiston.org/library

Opportunities Unlimited www.oui.org

REAL ESTATE - SERVICES

RVS

Alliance Title & Escrow Corp. www.alliancetitle.com

Lewiston RV Center www.lewistonrvcenter.com

Assist-2-Sell www.lewistonclarkstonhomes.com

SPAS YB Tubless - 216 Thain Road www.ybtubless.com

TAX SERVICES TaxMaster Income Tax www.itaxmaster.com

TELEVISION STATIONS KLEW News www.klewtv.com

TRAVEL - OREGON Ocean Terrace Condominiums Lincoln City, Oregon www.oceanterrace.com

USED AUTOS Clarkston Auto Sales, Inc. www.clarkstonautosales.com

WINDOWS Windows, Doors & More www.wdmsstore.com

Cindy Perttu www.CindyPerttu.com Coldwell Banker Tomlinson Associates www.cbtvalley.com Joyce Keefer www.joyceKeefer.com Judy Higgins www.HigginsTeam.com Kathy Parsells www.KparSELLS.com

.

Realty Executives www.RE-TP.com Marilyn Wilson www.wilsonsell.com Parkview Real Estate www.parkviewrealestate.com

Call 208-848-2246 for Advertising Information

255919EQ_10

MONDAY, OCTOBER 18, 2010

Business Profile

15

COVER STORY

DETAILS

From page 13

traditionally dread.

With the wand, patients are spared the anxiety, because no needle is visible, only an innocuous-looking white tube. The needle (there actually is one) protruding from the end is so small most patients don’t see or feel it.

“We don’t use the needle word,” Scott said. “We use very innocent words like ‘numb.’ ” “I think delicate is a good word,” Henderson said, turning the wand over in her hands.

Sophie Even as she was building her practice, paying off student loans and traveling to seminars to learn new techniques, Henderson found herself contemplating another calling: motherhood.

She knew she wanted to be a mother, but she didn’t want to feel she was less than 100 percent a mom.

Finding a balance she was happy with started while she was pregnant when she found her patients seemed as excited about her baby as she was.

When their daughter, Sophie, was born, the Hendersons were amazed by the outpouring of gifts from patients, none more valuable than the support they showed for Robin’s choice to bring Sophie to the office.

“The patients loved it,” Scott said.

Her office staff made the arrangement possible, Henderson said, describing the scene in those early weeks

Look for the next issue of 16

Robin J. Henderson

Studio Smiles Northwest

Profession: dentist; owner/operator, Studio Smiles Northwest dental clinic

Owner: Robin J. Henderson

Age: 40

Location: 625 6th St., Clarkston

Residence: Clarkston Family: husband, Scott; daughter, Sophie Education: Clarkston High School, 1988; Washington State University, 1992; University of Michigan, 1998 Civic/professional: Lewis-Clark State College Foundation, president; LCSC Women’s Basketball scholarship club, member; Clarkston Heights Elementary Parent Teacher Association, member; Clarkston Education Foundation board of directors, past member and treasurer; Walla Walla Valley Dental Society, member, past president; Lewis-Clark Dental Society, member, past president; Give Kids a Smile, participant, dental services donated to elementary school students; Access to Baby and Child Dentistry (ABCD), provider, oral health care for pediatric Medicaid patients, Jan. 2008 to Sept. 2010 when Community Health Association of Spokane (CHAS) opened the Lewis and Clark Dental Clinic in Clarkston; Outstanding Young Dentist, American College of Dentists, Washington region, 2006; Aletha Pabst award; LCSC Alumni Association, 2009

“I feel so fortunate. I didn’t know if I’d be able to have a family. I wasn’t sure I’d be able to add another level. My parents allowed that for me.” — ROBIN J. HENDERSON when employees held her tiny baby while they typed at the computer and answered phones.

At home in the evenings, Henderson would “wear” Sophie in a wrap while she finished the day’s paperwork.

It’s been several years since Sophie, who started kindergarten this year, has been a regular at the office, but Henderson is amazed at how her patients have kept

up with the office baby.

“They’re still a huge part of her life,” she said.

Patients who haven’t seen Sophie for a while can glimpse her latest portrait hanging alongside those of the office staff.

Now, Henderson’s mother comes to their home each morning to be with Sophie.

Her parents, by caring for her child while she works what often amount to 12-hour

Business Profile BUSINESS PROFILE

Products and Services: restorative and general dentistry Employees: Five full and part time History: The practice was started in 1972 by dentist John Dertinger, who was Henderson’s neighbor while she was growing up. After graduating from dental school at the University of Michigan, Henderson joined the practice in 1998, and bought Dertinger out in March, 1999, when he retired. days, have made her vision of motherhood possible.

“Sophie has been surrounded by people who care deeply for her.”

And though Sophie doesn’t spend her days at the office any more, now she gets to do something even better: travel. Later this month, her grandmother will accompany her and her mother to Orlando, Fla., where Henderson will attend a dentistry seminar.

“I feel so fortunate. I didn’t know if I’d be able to have a family. I wasn’t sure I’d be able to add another level,” Henderson said. “My parents allowed that for me.”

Monday, November 15 MONDAY, OCTOBER 18, 2010

better business bureau

Staff scam training is essential SPOKANE — This week I received two calls from distraught business owners.

The first was from the CEO of a nonprofit that had been hit with a yellow pages scam.

The scammers were insisting the company owed them $1,000. The second was the owner of a small business who was receiving harassing phone calls that were interfering with her ability to conduct business.

The Yellow Pages Scam The CEO’s new assistant, fresh out of college, had received a fax asking her to fill out required information to continue participation in a yellow pages directory (such as their address and phone number.) The top of the fax had the word FREE printed

assistant’s having no authority to approve monetary transactions, she was rudely told no cancellations were allowed and she “should train her staff better.”

The Phony Debt Collector

commentary

Holly Doering in prominent lettering.

What she didn’t know was that at the bottom of the fax in very smeary small type was a coda stating the nonprofit was signing up to pay hundreds of dollars per year for a three-year period.

When the CEO called the company to cancel, due to the

An employee of a small business received a call on her cell phone from someone claiming to be a debt collector and stating she would go to jail unless she paid immediately. When the caller asked for her credit card number, she hung up on and called the Better Business Bureau. But the phony debt collector didn’t stop there.

The next day, “Karen” began receiving harassing phone calls at work — as many as 92

per day! The fake debt collector also made numerous calls to her co-workers using profanity and threats and tying up the business phone lines — hijacking them, in effect. All of this over a phony debt Karen did not owe.

I hate having to write this, but it is a sad fact of doing business today that employee training must include not only the thwarting of shoplifting and good oldfashioned stealing, but also telephone and e-mail fraud that could cost your business time and money.

Here are some tips offered by the BBB: l Train your staff about the variety of telephone frauds your business could

 See DOERING, Page 18

pachter on books

In ideal world, managers would focus on values

By Richard Pachter Of The Miami Herald

“Bury My Heart At Conference Room B: The Unbeatable Impact of Truly Committed Managers” by Stan Slap; Portfolio, 272 pages ($25.95) ___ It’s a reliable axiom that any book authored by a business consultant is essentially an extended sales brochure for his or her services. The initial 20 pages or so of this offering by management trainer Stan Slap is devoted MONDAY, OCTOBER 18, 2010

to touting his program’s overall wonderfulness, without establishing the foundation for the energetic self-promotion, which portends yet another instance of this phenomenon.

To be sure, there are copious portions of this boasting bonhomie larded throughout the book as he good-naturedly flogs his programs at every opportunity. The funny thing, though, is that Slap’s shots aren’t nearly as offensive or out of place as the customary self-aggrandizing scribbling.

This book is an emotional one. Slap’s avowed goal is encouraging genuine and

visceral connections between managers and employees, tying personal values and goals to the daily routine of working together. In addition to the prolific promotional copy, the text includes individual testimonials from executives who, after a headslapping moment or two, linked their moral standards to their business ethics and operational methods, always to great effect. There’s also one from Slap himself, detailing his challenging (to say the least) upbringing, which serves as both an inspiration and an invitation to amateur psychologists to connect it

Business Profile

to his ongoing passions and methodologies. (I’ll pass, thanks.)

So it’s not out of place in the least for Slap to tout and reaffirm the awesomeness of what it is he’s trying to do.

In fact, if he’d failed to jump up on his own soapbox and testify, one would wonder why he wasn’t doing just that.

It would be weirdly disingenuous, and he’d be guilty of failing to follow his own advice.

Slap provides checklists and other exercises for managers to assess their own

 See PACHTER, Page 18 17

idaho department of labor

DOERING

From page 17

be hit with, including phony yellow pages, toner pirates, and TTY relay scams. Arrange to have your ordering handled by one person in the office, so that person receives all calls relating to the buying of supplies. She is more likely to recognize the usual supplier and spot any fakes. l Familiarize your employees and yourself with email scams involving stolen credit cards in which someone in another country wants to order a large amount of product and have it picked

PACHTER

From page 17

values and advice for getting employees to do the same.

He lays out a playbook for gaining acceptance by the staff and management so that they’re all not laughed out of the office, or worse.

There are also scripts and plenty of other tools for dealing with and possibly overcoming objections from above and below on the corporate ladder.

He’s an interesting and entertaining writer, and there are lots of little jokes, puns and asides strewn throughout the text. Slap is quite full of himself but acknowledges that too. It’s all part of his shtick, but it’s pretty clear that he takes it

up and shipped abroad by a third-party company. l If an employee is being harassed with repeat phone calls, instruct that person to screen her calls and make other office staff aware of the problem. File a police report. A deputy will usually be willing to call the fake debt collector or other perpetrators of these calls and let them know that what they are doing is illegal and it must stop. l Watch out for ad solicitations that look like invoices and telemarketing that sounds like billing. Remember that directories given exclusively to consumers who purchase ads and statewide directories may be of little or

no use. l If you fall victim to a business scam, contact your local BBB and or the state attorney general’s office and the Federal Trade Commission for assistance. Start with Trust by looking up companies on www.bbb.org.

all pretty seriously, despite implied claims to the contrary.

The only problem that I have with Slap’s worthwhile book is that it’s one of those alternate-universe deals. Most, if not all, of the companies that the rest of us encounter as employees and managers may profess their fealty and commitment to our core values and might declare their goal of engendering a familial environment. We may even have managers that we connect with as human beings, and respect and cultivate us in turn. But Slap recognizes that his is a revolutionary idea that’s antithetical to many organizations in practice, if not theory.

In the meantime, he’s provided the tools, the rationale and a very entertaining book. Maybe that’s enough.

ASK IDAHO DEPARTMENT OF LABOR

Complete and compelling. All the news you need.

18

Today I received a robocall (a computer calling me) stating the Idaho State Tax Commission wanted us to call and gave a return phone number. The recording said to have three different license numbers handy when I returned the call. Well, I almost dialed that number, but then my mistrustful nature reasserted itself. I went to the tax commission’s website

and found a phone number for it. The one left by the computer was not listed on the website. Suspicious. I called using the number I had found. This one, however, turned out to be real. But had it been a fraud, I would have protected myself and my company by proceeding with caution. Three years of answering the phones at the BBB has been the best antiscam training possible!  Doering is a charity review and grants coordinator for the BBB serving eastern Washington, northern Idaho and Montana. She may be contacted at hdoering@ spokane.bbb.org or (800) 248-2356.

Question: I own an Idaho business and some of my employees told me they heard that I had to pay them holiday pay or pay them more if I had them work on a holiday. With the holidays right around the corner, I wanted to know if this is true.

Answer: Idaho labor law does not require employers to pay vacation, holiday, severance or sick pay. It does not require employers to give employees holidays off or pay them a higher wage for working on holidays. These items are matters for agreement between the employer and the employees or their authorized representative. For more information on Idaho labor law, contact your nearest Idaho Department of Labor Office for assistance.

Forbes: First lady is most powerful woman Associated Press

WASHINGTON — Here’s another first for Michelle Obama: First among Forbes magazine’s 100 most powerful women in the world.

In the annual rankings released Wednesday, Forbes said Obama has been a “true change-maker” since coming to the White House. The business publication cited her high approval ratings, her status as a role model and her

Business Profile

campaign against childhood obesity.

Forbes said it decided to “look up and out into the broader culture” to compile the list of women from the arenas of politics, business, media and lifestyle.

Michelle Obama displaced German Chancellor Angela Merkel, who had held the top spot for the last four years.

The first lady landed in 40th place on Forbes’ 2009 list.

MONDAY, OCTOBER 18, 2010

THE NEXT LEVEL

Revising outstanding customer service The concept of delivering exceptional customer service is one that should be front and center in our everyday business activities. It is almost impossible to emphasize it, discuss it and educate regarding it too much. As business owners, it is easy to mire down in the daily operations and even get a little complacent. We have to try to not shy way from doing the difficult things.

One of those difficult things is honestly evaluating the level of customer service our organization is providing.

More specifically, we have to evaluate whether or not we have laid the groundwork for truly outstanding customer service to flourish in our organization.

Statistics show only 1 out of 20 unhappy customers will actually complain to you about the level of service they received. The other 19 will simply walk out, never return and share this notso-flattering story with all their friends. We can’t afford

COMMENTARY

Rene’ JohnstonGingrich to have unhappy customers, and we can’t always rely on receiving their feedback to measure performance.

There are five cornerstones we can examine to ensure outstanding customer service is really a part of our organizational culture.

 SEE GINGRICH, PAGE 20

This could be you ...

Read about professional accomplishments every month in ...

S.E.O. A.S.A.P.

FIND

OUT

HOW Call us at 208-848-2292

powered by lmtribune.com 279785-IT 10

MONDAY, OCTOBER 18, 2010

BUSINESS

THE JOB COACH

Some supervisors are better at employee evaluations than others “I want to see you in my office in just a few minutes,” my manager told me when he passed my desk one morning.

I immediately remembered being sent to the principal’s office in grade school for a small infraction and being scolded. My body started to tense up, the fear of the unknown jump-started my emotions like I had been plugged into a 220 outlet. I just knew my job was going to be cut or I was going to get reamed for breaking some rule I didn’t even know existed (those hidden rules are the ones that get you). It was time for the six month evalu-

GINGRICH

From page 19

Training How often is the importance of providing outstanding customer service discussed within your organization? Do you hold structured trainings that educate members on how to best communicate, deal with conflict and establish long-term customer relationships?

Follow Up And Follow Through Once customer service training is implemented, what is the follow up like? It is important to follow up and monitor. Unfortunately, after many trainings and work20

commentary

Darlene Larson ation of my job performance.

Employee performance evaluations are objective tools employers use to shops on customer service there is an initial phase of implementation but often a lack of follow through to keep business momentum really flowing.

Consistency There are organizations out there we hope to emulate, organizations that strive and succeed in providing consistently superior customer service. However, organizational leadership, management and employees need to understand this is something to be attained not just some of the time but all of the time.

Walking the Walk What do your organization’s policies and procedures say about the value placed on delivering out-

determine whether you are meeting the requirements of the job you were hired to do.

Some employers are good at it, some aren’t. So you need to do your part to blow your own horn. Keep track of your accomplishments and areas that need improvement. Keep a written log of what tasks or projects you completed, skills you learned, comments made by your supervisors on the quality of your work and a copy of your timecard.

The evaluation should stick to those tasks or skills assigned to you. You can redirect any non-job related comments to the goals or

tasks you were assigned and how you did them. Be honest.

Did you carry out your assigned work effectively and efficiently without constant supervision, or do you still need some training to become skilled and faster?

This process reveals an employee’s success or failure on the job and must be written down so that both of you can use that focus. Ask up front what standard is used to decide if or how you will get a raise or other compensation. This decision-making process should be given to

standing service? Do they reinforce that ideal? Do your mission and values statements paint a clear picture of how crucial it is to the organization’s success and how every member of the organization will be held accountable to those high standards? Revisit these important business foundations to ensure you’re creating customer evangelists who sing your praises.

or they do have one but it is not exactly user-friendly.

In an ever-changing market, it is not enough to provide adequate service. Customers today are extremely mobile and web savvy. As business owners and managers, we have to take a hard look at the foundations we have put in place. We have to be vigilant if we want to keep our customers. By evaluating the five key areas we’ve reviewed you can create loyal, satisfied customers who increase your business via word of mouth.

Responsiveness How quickly are you and your team responding to customer demand? Did you bring in the product customers have been asking for over and over again? Are you reaching out on social media to make your organization as accessible as possible to customers? It is shocking today to find out how many organizations don’t have a website

Business Profile

 See LARSON, Page 21

 Johnston-Gingrich has been a business owner in the Lewis-Clark Valley for more than 15 years. She works as an independent trainer and consultant and is an adjunct faculty member with LewisClark State College’s business division. She may be contacted through her website at www.rjitac.com MONDAY, OCTOBER 18, 2010

WOMEN IN BUSINESS

TIME

From page 6

business acumen, Talamonti returned to school, attending DeVry University to earn her master’s degree in accounting and financial management. “I felt accounting was a practical skill that could allow me to become entirely independent,” Talamonti said. “My degree truly prepared me to venture out on my own.”

Talamonti’s success has led her to encourage her female peers to follow their own dreams. “Now is truly the best time for women to think about starting their own businesses,” Talamonti said. “When the economy is changing as it is today, women with entrepreneurial minds can take a look at the needs of the population and ask themselves how they can help meet those needs.” She offered three tips for aspiring female entrepreneurs: l Find a mentor. Talamonti explains that once she identified the need for financial managers within her community, she sought the advice of respected professionals in her network before fleshing out her plans of becoming a

LARSON

From page 20

you in writing and the same for everyone.

This is a discussion, not an interrogation or deposition.

You should have the opportunity to ask and reply to questions or comments the employer or representative makes. If someone else is in MONDAY, OCTOBER 18, 2010

“Making sure you have the appropriate level of certification is key. Before beginning your business, consider returning to school to get an advanced degree in your field of choice. It’s important to be an expert in your industry — and your customers will want to know your background and credentials.”

— RITA TALAMONTI, FOUNDER OF GOOD EGG LLC

financial consultant. “When I started thinking about launching Good Egg, I spoke with women in several industries, all tangentially related to accounting. The advice and insights they gave me were invaluable,” she said. l Further your education.

“Making sure you have the appropriate level of certification is key,” Talamonti said. “Before beginning your business, consider returning to school to get an advanced degree in your field of choice.

It’s important to be an expert in your industry — and your customers will want to know

your background and credentials.” Talamonti’s alma mater, DeVry University, is home to five colleges of study with a deep offering of degree programs that prepare students for a multitude of in-demand careers. l Put your plan in writing. Talamonti stresses that having an idea isn’t enough.

It’s essential to put a strong, thoughtful business plan down on paper before executing anything. “Once I developed my initial business plan, I asked my mentors, both professional and educational, to review my ideas

before I implemented them,” she said.

Talamonti is passionate about the opportunities available for women in today’s economic climate. “Whether you’re just starting your education, you’ve been laid off or you’re considering a career change, now is the time to reassess your options and consider opening your own business,” Talamonti said. “Ask yourself what you’re passionate about and where the needs are in the marketplace — and then begin to take ownership of your career.”

the room, find out who it is, why and what are they doing there. You need to write down their names, position and what they say. You have the right to take notes, so be assertive and do so.

Confidentiality is important; What is said or written in that meeting should stay in that meeting, good or bad.

Don’t carry tales or blame the employer if the evaluation points out some weak areas or some problem you

need to address. You need to point out your strengths and accomplishments and suggest how to improve your job skills. Your performance may be judged in several areas, such as attendance, punctuality, grooming/hygiene, following directions, quality of work, dependability, working relationships, personal behavior and how much you got done correctly.

Once you sign an evaluation, it is a legal document

and can be used in legal proceedings against you. Write any disagreement you have to anything on the evaluation before you sign it.

By the way, I got a promotion so all that anxiety was my fear, not reality, so focus on the job and smile. Remember, it is business, not personal.

Business Profile

 Larson is a retired employment specialist and job trainer. She may be contacted at darlarson@clearwire.net.

21

RECORDS: SEPTEMBER Newly licensed businesses

 ANK — SHAWN Wiley, residential contractor, 1519 20th Ave., Lewiston.

 DEL FOX CONSTRUCTION — Del Fox, construction, 1416 Warner Ave., Lewiston.  DONNA’S 3D MASSAGE — Donna Hoffman, massage therapy, 3757 Country Club Dr., Lewiston.  J&L AUTO SALES — Lacie Dietrich, auto detailing, window tinting, 1426 Bridge St., Clarkston.  PEACEFUL LIGHT — Alana Bailey, Japanese therapy, 310 21st Ave., Lewiston.  QUICK DRY CARPET Cleaning — Shawn Monahan, carpet, upholstery cleaning, 839 Hawthorne St., Lewiston.  RC PLUMBING — Randy Culdice, plumbing contractor, 3306 15th St., Lewiston.

LOOKING FOR PRIME COMMERCIAL REAL ESTATE? 250092kP-09

I have several listings to show you.

Call your “Hometown Agent”

284156JR-10

LCHomeSearch.com

Steve Donovan • 208-413-0494 HOUSING MARKET UPDATE

MOSCOW 1. Number of homes on the market as of Sept. 30: 144.

2. Number of homes sold in the last six months (April 1 to Sept. 30): 141.

3. Average sales price of those homes sold in the last six months: $189,334.

4. Average days on the market in the last six months: 128.

22

4

A B 0 C 2 D 0 E F 1 G H

6 15 8 3

6

A — Asotin B — Clearwater

1. Number of homes on the market as of Oct. 12: 529.

2. Number of homes sold in the last six months (April 1 to Sept. 30): 334.

3. Average sales price of those homes sold in the last six months: $176,613.

4. Average days on the market in the last six months: 136.

Sponsored by: Steve Donovan (208) 413-0494

FOR SEPTEMBER 2010, BY COUNTY

0

LEWISTON, CLARKSTON AND ASOTIN

Source: Multiple Listing Service

INDIVIDUAL BANKRUPTCIES

9

C — Garfield D — Idaho

ANDREWS

From page 6

an appropriate expression such as “Warm Regards,” or “Sincerely.” And remember, your signature should have your contact information including telephone and e-mail address.

Don’t press that “send” button yet! The e-mails you send professionally are a reflection of you and your employer. Always proofread for grammar and spelling errors, and check other areas as well, such as the recipient’s name and company.

Never guess on the spelling — check her company’s website to be sure you haven’t

BUSINESS PROFILE

12

15

E — Latah F — Lewis

18

21

G — Nez Perce H — Whitman

made a common error. Your reader will notice if you misspelled the company’s name.

And, of course, never send an e-mail in anger. Sleep on it. Leave it in your drafts and read it over in the morning. E-mails are permanent documents. Even if you think you have deleted them, once they have been sent, they are still retrievable. Though the standards used in the business world are typically more rigid than those used for personal e-mails, some standards are universal: honesty, consideration and respect.  Andrews is an assistant professor in the Business Division at Lewis-Clark State College on the Lewiston campus.

MONDAY, OCTOBER 18, 2010

starting a business

How to get a freelance career off the ground

Office workers often dream of a successful freelancing career spent working from the nearby coffee shop. However, getting this type of career up and running is no small feat.

Metro

Office workers and other professionals with 9-to-5 jobs often dream of leaving the office behind and pursuing a freelance career of their choice. While many have succeeded at freelance work in the past, many more have failed, discovering along the way that perhaps the security and steady paycheck of their office jobs wasn’t so bad after all.

As difficult as it can be to make a freelance career successful, there are ways to make it less like jumping out of a plane with no parachute and more like a calculated move that’s both fulfilling and financially successful. l As the old saying goes, “Don’t quit your day job.” Perhaps nothing is more important when making the transition to freelance work than keeping a day job.

The steady paycheck can help freelancers maintain financial flexibility while providing an income source that can help promote a new career path. Initially, many people have difficulty establishing themselves as freelancers. However, maintaining a steady income can make that initial difficulty easier to survive. l Don’t put all your eggs into the freelance basket. While it’s important for prospective freelancers to devote the time and effort necessary to make their new venture a success, it’s important to maintain balance as well.

For example, prospective freelancers often feel they must invest in the latest technology or build a home office. Allow for some success first, then gradually upgrade any old gear or build that home office piecemeal. Use the proceeds from successful freelancing jobs to make these upgrades, just as successful businesses do when investing profits back into their business. l Get online. Perhaps nothing could be a better friend to a prospective freelancer than a good website. Potential clients can visit a website with one click of the mouse. The website should look professional, but individuals can decide if the tone will be formal or casual and what their particular website will focus on. Include any relevant work from the past as well as a resume and mission statement to make sure prospective clients get a feel for who it is they are MONDAY, OCTOBER 18, 2010

Metro Creative Services

considering hiring. l Don’t get obsessed with rates.

While all freelancers have an idea in mind of what their work is worth, beginners should value experience over financial gain. Though not all jobs are worth taking, beginners must realize that a freelancer’s success relies heavily on word of mouth and the size of their portfolio. Initially, it helps to dwell less on the money and more on the value of gaining that necessary experience. l Look into a new telephone plan.

These days, it’s not a given that every household has a land line. However, freelancers should use a land line as their primary contact number for prospective clients. Land line calls rarely get dropped, which can occasionally happen when speaking on a cellular phone, and clients might be turned off when interviewing someone whose phone keeps dying. When signing up for a land line, purchase voice mail service that can be checked via a cell phone to ensure any urgent calls can be retrieved instantly or while away from home. l Monitor social media. Recent reports suggested nearly 500 million Business Profile

people are on Facebook. While Facebook was once billed as a tool to stay connected with family and friends, nowadays businesses and freelancers use it to connect with prospective consumers and clients. Be careful when posting any personal information online, as more and more employers are monitoring social networking sites to see what current employees and even new applicants are up to. Social media should be used to a freelancer’s advantage, not to his or her detriment. l Stay patient. Even the most successful freelancers can go long stretches of time without working. While that might seem heavenly to the average professional, it can be grueling to a freelancer. Remember to stay patient because work rarely comes flooding in for freelancers, regardless of their experience.

That patience should also be extended to clients. Every successful freelancer no doubt has a horror story or two about an especially aggravating client.

While it can be tempting to simply walk away from such a client, the damage done to a freelancer’s reputation when quitting a particular job may prove irreversible. l Seek testimonials. Few things can be more beneficial to freelancers than a good reputation. Whenever a project is finished and the client is satisfied, ask them how the process went. Ask clients to fill out a quick survey that asks them about what they liked and disliked about the process. The former can be used to lure future clients, while the latter will illustrate that a freelancer wants to improve his or her service in any way possible. If clients agree, post positive testimonials on the website to illustrate any successes to future clients.

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Business Profile

MONDAY, OCTOBER 18, 2010