March 2018 Business Magazine by MBA Business Magazine

Mar c h201 8

BUSINESS

VOL. XXXI NO. 3 | MARCH 2018

MAGAZINE

SPOTLIGHT Q&A:

TEAM ERIE FROM A NEW SPORTS PARK TO DOWNTOWN DEVELOPMENT, ONE COMMUNITY BANK IS PUTTING MONEY IN THE GAME

TIMELESS TIPS TO HELP MAXIMIZE YOUR MARKETING

TRAINING CATALOG

SAVE YOUR SEAT FOR ONE OF THE MBAâ&#x20AC;&#x2122;S UPCOMING CLASSES

True Performers know preventive care is better care. As part of our True Performance program, we’re helping Dr. Christine Florendo keep her patients healthy — and rewarding her for it. By using our data, she and her staff are able to identify patients who need specific vaccines. It also allows them to take a more proactive role in scheduling routine follow-ups. Because of doctors like Christine, to date, this program has saved $180 million in emergency room visits and hospital stays.*

There’s value in that. Download the True Performance ebook at HighmarkTruePerformers.com.

True Performance results:

13% fewer emergency room visits 16% fewer hospital admissions $180 million in cost avoided

*Based on reduction in hospital costs for patients with True Performance doctors compared to those without from January 2017 to July 2017. Highmark Blue Cross Blue Shield is an independent licensee of the Blue Cross and Blue Shield Association.

Christine Florendo, MD Kids Care Pediatrics True Performer

FEATURES FEATURE STORY | WHAT’S INSIDE

MARKETING & COMMUNICATIONS Why staying ahead of the curve is essential for strategic growth.

COVER STORY | LOCAL PROFILE

ERIEBANK From a new sports park to downtown development, ERIEBANK’s President Dave Zimmer shares why this community bank is putting money in the game.

SPOTLIGHT Q&A | RESOURCES

Nancy O’Neill, partner at Engel O’Neill Advertising in Erie, Pennsylvania, discusses the importance of integrated marketing and the current trends in marketing today.

EDITORIAL DEPARTMENTS

SPECIAL SECTION

BUSINESS BUZZ

EVENTS & EXTRAS

PEOPLE BUZZ

HR CONNECTION

LEGAL Q&A

WHAT’S NEW

AWARDS AND PROMOTIONS

WORKPLACE TRENDS

GET ANSWERS

HEALTH MATTERS | SOLUTIONS

See exclusive photos of the latest networking events and briefings at the Manufacturer & Business Association Conference Center in Erie.

Why lifestyle medicine is increasingly used to treat chronic diseases. Michael D. Parkinson, MD

LEGAL BRIEF | BRANDING

READ ON THE GO! For the most current Business Magazine updates, visit mbabizmag.com

A closer look at social media dos and don’ts. John M. Persinger

ENERGY UDPATE | SERVICE

Why you should beware of power shut-off scams. Judy Rosatti

ON THE HILL | REFORM Executive Editor Karen Torres ktorres@mbausa.org

Feature Photography Tungsten Creative iStockPhoto.com

Contributing Writers Daryl Metcalfe Michael D. Parkinson John M. Persinger Judy Rosatti

Additional Photography iStockPhoto.com Casey Naylon

Advertising Sales David Thornburg 814/833-3200 dthornburg@mbausa.org

State Representative Daryl Metcalfe (R-Butler) explains why we need to rein in regulatory outreach for the benefit of all Pennsylvanians.

Design, Production & Printing Printing Concepts Inc. printcon@erie.net

On the Cover: Learn how this community bank is not only helping to build Erie’s new sports park, but also aiding in major efforts for downtown redevelopment. See page 5. Mission Statement: The Manufacturer & Business

Association is dedicated to providing information and services to its members that will assist them in the pursuit of their business and community interests. – Board of Governors

Manufacturer & Business Association 2171 West 38th Street | Erie, Pa. 16508 814/833-3200 or 800/815-2660 www.mbausa.org

© Copyright 2018 by the Manufacturer & Business Association. All rights reserved. Reproduction or use of editorial, pictorial or advertisements created for use in the Business Magazine, in any manner, without written permission from the publisher, is prohibited. Unsolicited manuscripts cannot be returned unless accompanied by a properly addressed envelope bearing sufficient postage. The magazine accepts no responsibility for unsolicited manuscripts or artwork. The Business Magazine and Manufacturer & Business Association do not specifically endorse any of the products or practices described in the magazine. The Business Magazine is published monthly by the Manufacturer & Business Association, 2171 West 38th Street, Erie, Pa. 16508. Phone: 814/833-3200 or 800/815-2660.

mbabizmag.com • MARCH 2018

The Erie County Technical School supports careers in marketing and communications by offering quality technical education programs in Art & Design for Business and Graphic Communications. SINCE 1968

CELEBRATING

For more information contact ECTS at 814.464.8600 or visit ects.org.

YEARS

SINCE 1968

CELEBRATING

YEARS

8500 Oliver Road | Erie, PA 16509 | (814) 464 - 8600 Erie County Technical School is an equal opportunity educational institution.

Thanks to our long-term partnerships with industry-leading insurance carriers – Delta Dental, Aetna, Eastern Alliance and, VBA Insurance – MBA members continue to enjoy exclusive access to premium benefit plans at highly competitive rates! VISION INSURANCE

LIFE, SHORT-TERM AND LONG-TERM DISABILITY

Members with at least two participants can add this highly affordable vision benefit (starts at just $3.48 per month) through VBA Insurance. Flexible plans and no billing fees or administrative costs!

MBA members with groups as small as two can select from various Aetna life and disability coverage options that offer no medical underwriting and no waiting periods.

DENTAL

MBA members have access to workers’ compensation insurance through our partner Eastern Alliance Insurance Group (EAIG). These exclusive plans give group policyholders the potential for a dividend reimbursement!

Delta Dental is the No. 1 provider of dental benefits in the United States. The MBA offers six exclusive plans at discounted rates – including a new plan that covers adult orthodontics.

WORKERS’ COMPENSATION

Ask your broker about these great products available through the MBA or email Melissa Damico at mdamico@mbasua.org with any questions.

MARCH 2018 • mbabizmag.com

FEATURE STORY | WHAT’S INSIDE

Marketing & Communications WHY STAYING AHEAD OF THE CURVE IS ESSENTIAL FOR STRATEGIC GROWTH In order for businesses to thrive, they must plan for the future. However, in a fast-paced world, where communications and technology are always changing, it’s become even more important to stay ahead of trends and take advantage of new opportunities as they emerge — an essential part of strategic growth.

For example, according to an article by

naming rights, also have been particularly

help businesses maximize their marketing

the Vistage Research Center, many CEOs

valuable for businesses that want to

budgets. Plus, don’t miss this month’s Legal

and business leaders are spending time

increase brand awareness and stay “top

Brief tackling social media dos and don’ts.

thinking about how to get more return on

of mind.”

investment from social media marketing

The Manufacturer & Business Association

In this edition of the Business Magazine,

is always looking for new, more effective

we’ll take a look at several ways that

ways to help its members effectively

Online consumers are now using social

companies are taking a unique approach

communicate with their employees

media to extensively research products

to growing their brands and community

and customers, so be sure to check out

and businesses before making purchasing

impact. ERIEBANK, for example, has taken

our new Training Catalog to learn more

decisions. According to Retail Dive, “more

great strides to invest in not only economic

about our Marketing & Communications

than 65 percent of consumers conduct

development in downtown Erie, but also

Certificate Series and the upcoming

online product research before stepping

is collaborating with G.R.E.A.T.T. (Greater

courses that are being offered. You can

foot in a store.”

Regional Erie Athletic Team Training Inc.)

also visit our website, www.mbausa.org, to

to transform the former Family First

Sports Park into ERIEBANK Sports Park in

your organization — and your team —

Summit Township.

stand out!

in 2018.

According to Help Scout, “58 percent of Americans perform online research about the products and services that they are considering purchasing.” These days,

In addition, at a time when many

customers are often getting their first

businesses are looking for ways to stretch

impression of a business by finding them

their budgets, we’ll talk with an advertising

on web and social media sites.

veteran about some timeless tips that can

In today’s competitive marketplace, maintaining relevance and visibility is key. Experts say sponsorships, including

GET YOUR MESSAGE ACROSS!

mbabizmag.com • MARCH 2018

STEM Manufacturing Internship Achieve project results AND shape student experience

Do you have a technology or continuous improvement project that you just can’t get to because of limited internal resources?

Take On a STEM Intern! Our STEM Internhip Program connects manufacturers’ innovation needs with qualified students. We have students ready and able to contribute to your success with varied engineering education like: • Chemical • Material Science • Mechanical • Industrial • Computer

• Process • Electrical • Aerospace • Biomedical • Health, Safety & Environment

MARCH 2018 • mbabizmag.com

COVER STORY | LOCAL PROFILE

TEAM ERIE

Composed of Erie area business leaders and investors, the EDDC is seeking to not only bring more businesses to downtown, but also to build the infrastructure to sustain that growth.

From a new sports park to downtown development, ERIEBANK is putting money in the game. With a new athletic complex sporting its name and a $2.5 million investment in downtown Erie’s development, it’s shaping up to be a record year for ERIEBANK. By investing in companies, individuals and transformational community initiatives, the community bank is excited to have a hand in helping Erie move forward.

Zimmer believes ERIEBANK is one of many businesses uniquely positioned to help fuel economic growth in the city. “As a community bank, ERIEBANK is invested in ensuring Erie is economically viable,” he says. “We are excited to be part of this revitalization effort. It can only bring good things for our customers and our community.”

Revitalizing Downtown Erie

ERIEBANK Sports Park

Realizing the potential for monumental change, ERIEBANK President David Zimmer took a big step late in 2017 by becoming the first financial services institution to invest in the Erie Downtown Development Corp. (EDDC). Investing $150,000 in the EDDC, as well as making a $2.5 million investment in the Erie Downtown Equity Fund, Inc., ERIEBANK joins Erie Insurance, The Erie Community Foundation and many other local businesses in supporting the vital community mission.

ERIEBANK’s role in major redevelopment efforts isn’t limited to downtown Erie. This year, in partnership with G.R.E.A.T.T. (Greater Regional Erie Athletic Team Training Inc.), renovations got underway on the former Family First Sports Park. The new state-of-theart multisport complex will be named ERIEBANK Sports Park and will create opportunities not only for Erie youth, but will also serve as an engine for economic development throughout the region.

Zimmer says with ERIEBANK’s commitment to community involvement, it was an easy decision to join the EDDC team. “We believe wholeheartedly in the vision and values of the EDDC, and are pleased to be working in conjunction with area business and community leaders to realize our shared goals,” he explains. “Together, we’re going to change both perceptions and reality. It’s going to be very satisfying to have front-row seats to watch this transformation unfold.”

“We see ERIEBANK’s role as a catalyst for community development,” Zimmer says. “We are proud to partner with G.R.E.A.T.T. to create a space where youth can develop their abilities and realize their potential.”

With a goal of making downtown Erie a more desirable place to do business, live and work,

The community bank is supporting the park through financing, as well as donations of funds and expertise to move the project forward. Once the project secures all of the necessary funding, the new ERIEBANK Sports Park will eventually include a double-pad ice arena; eight natural and artificial soccer/ lacrosse/football fields; a turfed indoor,

Dave Zimmer, president of ERIEBANK, announces the collaboration with the Greater Regional Erie Athletic Team Training Inc., to transform the former Family First Sports Park into ERIEBANK Sports Park. Pictured are Ron Sertz, executive director of Erie Sports Commission, and Bob Catalde, president of G.R.E.A.T.T.

“We see ERIEBANK’s role as a catalyst for community development.”

– Dave Zimmer, president of ERIEBANK

four-season dome training facility; a fourcourt professional basketball and volleyball gymnasium; and a four-diamond baseball park with artificial infields. “ERIEBANK Sports Park will be a place where kids learn how to be part of a team and discover all that is possible when people work together toward a shared goal,” states Zimmer. “That aspect alone will pay dividends for Erie for years to come.” For more information or a complete list of services and bank locations, visit ERIEBANK.bank.

As a community bank, ERIEBANK, a division of CNB Bank, has been and will continue to be developed by local people and businesses. This local decisionmaking increases the level of service provided to the communities we serve throughout northwest Pennsylvania and northeast Ohio — bringing growth to the entire region.

mbabizmag.com • MARCH 2018

SPOTLIGHT Q&A | RESOURCES

Timeless Tips to Help Maximize Your Marketing Integrated marketing helps organizations stay consistent with their messaging and branding across all communications channels in the most effective way possible. Here, Nancy O’Neill, partner at Engel O’Neill Advertising in Erie, Pennsylvania, discusses the importance of integrated marketing and the current trends in marketing today. Please tell our readers about your advertising experience and your firm. “We make our mark by making yours.” That engeloneill.com claim explains our goal; it’s to meet those of our clients.

D&E Machining of Corry and IEI of Chicago. Mercyhurst University, The Barber National Institute, the Catholic Diocese, Erie Playhouse, Shoefly Shoes and Tri-State Pain Institute are media clients, among others.

We’re writers, artists and media specialists who work in traditional and digital advertising. In addition to talented creatives and strategists, what uniquely sets Engel O’Neill (EO) apart is our media department. EO media directors spend 100 percent of their time researching/planning/buying media using purchased ratings plus ratings analysis software. Without analytic tools, thousands of dollars are overspent.

My background includes an IUP English/ journalism degree. My experience includes writing for a weekly newspaper, account managing for industrial and consumer firms, working as assistant director of PR and advertising at Hamot Medical Center and co-owning an ad agency for 20-plus years.

We’re equally proud of working with great clients. We’re the agency for Marquette Savings Bank. We buy media for LECOM Health and do PR for Millcreek Community Hospital. We advertised internationally for GE Transportation for the last 20 years they were headquartered here. Since we’re Erie-based, we created the Celebrate Erie logo and website and the Flagship City logo, gratis.

Technology has changed the way in which we communicate. How has it impacted the way in which companies market? Major changes are the explosion of digital media, enhanced capabilities to reach target audiences and analyze data and to pay for advertising based on response. However, you still must determine goals, target audiences, strategies and messages that communicate benefits and differentiate you from competitors.

EO is the media buyer for VisitErie

How important is integrated marketing to a company’s marketing plan? Because there are many more messages

advertising in the United States and Canada and the creative and media agency for Interstate Mitsubishi and Nissan, and Iadeluca Chiropractic. We recently created a multimedia campaign for Perry HiWay Hose and helped develop a website for

coming from more media, greater frequency of messages is needed. Consistent brand messages and graphics are, therefore, critically important. Integration of traditional and digital media is also beneficial. Companies searched on the Internet convert

more inquiries to sales if they have strong brand awareness — generated through traditional TV, radio, newspaper, outdoor, trade publications, etc. What is your advice to small business owners who may not have a big budget but want to stretch their marketing dollars? If you need walk-in customers, develop a great sign, website and advertising that set you apart. Prioritize your budget based on targeting most likely prospects. Build in multimedia frequency. Consider a multimedia campaign concentrated in a shorter timeframe versus stretching single mediums out longer. Quiz every customer as to what brought them to you — as media options and prospect habits can change quickly! How can a firm, such as Engel O’Neill, help businesses determine the best marketing strategies for their organization? Call us for a free marketing input session. You simply cannot be objective about your business; agencies can. Vet an agency as you would a new employee. Ask media, clients and vendors about their reputations. Professional advertising experience, applied to a quality product or service, should result in success. For more information about Engel O’Neill, visit engeloneill.com.

mbabizmag.com • MARCH 2018

Financing is available for working capital/lines of credit, equipment loans, and commercial real estate and construction.

eriefcu.org

Not getting the service you deserve from your current financial institution? At Erie FCU, you’re a valued member, not just a number. And it’s our business to keep your business growing. Contact Nathan Crouch, Commercial Lender (814) 825-2436 Ext. 1051 • ncrouch@eriefcu.org

Business Lending | Business Checking/Savings Cash Management | Wealth Management Loans subject to credit approval. Membership eligibility required.

MBA Ad 0118.indd 1

1/10/18 5:47 PM

LESS-THAN-TRUCKLOAD TRUCKLOAD EXPEDITED With over 21 years of North American shipping expertise, Logistics Plus is ready to help MBA members with LTL, truckload and expedited freight transportation. Learn more about the Logistics Program for MBA members at www.mbausa.org/logistics or email us at mbausa@logisticsplus.net

MARCH 2018 • mbabizmag.com

Lifestyle Medicine Increasingly Used to Treat Chronic Diseases

HEALTH MATTERS | SOLUTIONS

Sleep: Ensuring we obtain adequate and deep sleep every night. Stress: Developing healthy coping mechanisms like exercise, meditation or mindfulness for life’s inevitable challenges. Love: Having and developing a commitment to a purpose, person or interest that gives meaning to our lives. How Lifestyle Affects Disease Many diseases affecting multiple organs — such as heart disease, kidney disease, hypertension, diabetes, a majority of cancers, dementia, and other conditions — are due to diets of modern-day processed foods that are high in added salt, sugars and fats, but, low in nutrients and micro vitamins. The result can be underlying inflammation, which can promote multiple common chronic diseases. Lifestyle interventions can be effective in treating chronic disease and can be equally and often more effective than medication. And, unlike with medication, there is no risk for unwanted side effects. For the person with the condition, the cost is really just the cost of making choices, devoting time to exercise and exerting the effort to effect lasting behavioral change.

Michael D. Parkinson, MD, is senior medical director for UPMC Health Plan, which is part of the UPMC Insurance Services Division. The UPMC Insurance Services Division offers a full range of insurance programs and products and also includes: UPMC WorkPartners, UPMC for Life, UPMC for You, UPMC for Kids, Community Care Behavioral Health, LifeSolutions, EBenefit Solutions, and Askesis Development Group. A significant and growing body of scientific evidence indicates that the primary determinant of health or disease is not genetics, but, rather, lifestyle. A wide variety of chronic diseases, including heart disease, diabetes, stroke and cancer, are not only preventable with healthier behaviors, but can be better managed and even reversed through lifestyle improvements. Because of this, a relatively new style of treatment — known as lifestyle medicine — is increasingly being seen as an alternative to traditional treatments used on chronic diseases. What lifestyle medicine does is “de-medicalize” health, which is needed to address the root cause of disease, disability and premature death. What we eat, how we move, and

how we think are the cornerstones of good health and living a long and productive life. What is Lifestyle Medicine? Lifestyle medicine is defined as the use of lifestyle interventions in the treatment, management and reversal of disease. Lifestyle interventions, “prescribed” and supported by a health-care provider, typically consist of: Forks: Incorporating more whole, plantbased foods into our diet. Reducing or completely eliminating refined and highly processed foods, meat and dairy products. Feet: Increasing daily physical activity to at least 30 minutes of aerobic activity.

A coordinated worksite wellness program emphasizing healthy behaviors, disease management, aligned policies and supportive environments can reduce total health care and productivity costs. Loss of productivity from absenteeism and presenteeism can be more costly to a company than healthrelated expenses. Effective workplace wellness programs follow the principles of lifestyle medicine. We cannot afford to “medicalize” environmentally and behaviorally caused disease with more treatments, tests and procedures. Doctors, frustrated often by a lack of progress in treating and reversing disease, are beginning to explore this new approach based on sound science. The challenge in the near term is twofold: 1) paying for these services (as opposed to usual medical interventions under “fee for service” reimbursement) and, 2) improving the skills of providers to provide them. I am confident that with new payment models promoted by the Affordable Care Act (ACA) and with employers’ consistent and constructive engagement, we will begin to see more ways to improve employee and family health. For more information on UPMC WorkPartners Health & Productivity Services, visit www.upmchealthplan.com.

Fingers: Eliminating cigarettes or excess alcohol.

mbabizmag.com • MARCH 2018

keeping it local “Banking local means I am working with people I know and know me. They understand my banking requirements and are super responsive. And, their mobile check deposit capability is a great time saver.”

Karen Rzepecki, founder MASON JARS COMPANY

Banking approvals in days, not weeks. Support you can expect when the unexpected happens. People who understand opportunities are fleeting and make yours a priority. Business bankers who don’t define success between the hours of 9-5 any more than you do. Responsiveness. It’s a difference you can expect when your decision is made locally, by the area’s only hometown-headquartered bank.

Be Mpowered.™

Manufacturer & Business Association

TRAINING SCHEDULE

April May June

GAIN

New Skills!

Learn it today. Apply it tomorrow! As a leader in professional development and computer training programs for more than 25 years — the Manufacturer & Business Association’s expert trainers deliver the knowledge and skills you need to compete in today’s business world.

ENHANCE Your Career!

“Active Aging, Inc. has utilized Manufacturer & Business Association professional development trainings to enhance the skills and knowledge of supervisors and leaders within the organization. Whether is it supervisory development, social media training or Six Sigma, each endeavor has provided our staff with tools they need to advance to the next level of leadership.” — Rebecca Wilkinson, Deputy Director Active Aging, Inc.

Certified Supervisory Skills Series - Meadville

Front row, from left: Rebecca Wilkinson, Kaylie Horvat, Kelly Trzeciak and Sharon Moosmann, Active Aging, Inc. Back row, from left: Joel Oertly, Loretta McIver, Tami Boylan, Krista Geer, Coral Hudson and Randy Kareha, Active Aging, Inc.

April

May

Professional Development

Certified Supervisory Skills Series Course I (Corry) Course II (St. Marys) Course III Course III (St. Marys) Course IV Course V (Warren)

4/12 and 4/19 4/4 and 4/5 4/10 and 4/17 4/25 and 4/26 4/4 and 4/11 4/17 and 4/18

Leadership for Team Leaders Series Course I Course II

4/3 4/24

Food Safety Certification

4/16

Writing to WOW (Half Day, a.m.)

4/9

Finance for the Nonfinancial Manager

4/10

Coaching for Success

4/20

Marketing Planning (Half Day, a.m.)

4/26

PR Boot Camp (Half Day, p.m.)

Certified Supervisory Skills Course I 5/3 and 5/10 Course II 5/31 and 6/7 Course II (Corry) 5/10 and 5/17 Course IV 5/8 and 5/15 Course IV (St. Marys) 5/16 and 5/17 Course V 5/2 and 5/9 Leadership for Team Leaders Series Course III

5/15

Food Safety Certification

5/21

Food Safety Certification (Hermitage)

5/1

Lean Operations

5/7, 6/4 and 7/9

Six Sigma

5/8, 6/5 and 7/10

Introduction to Social Media (Half Day, a.m.)

5/8

4/26

Advanced Social Media and Online Marketing (Half Day, p.m.)

5/8

Customer Service (Half Day, a.m.)

4/27

Influence & Persuasion (Half Day, a.m.)

5/14

HR Essentials Level I Harassment & Discrimination (Half Day, a.m.)

4/12

Measurement System Analysis (Half Day, a.m.)

5/15

HR Essentials Advanced Form I-9 and Onboarding (Half Day, a.m.)

4/10

HR Essentials Advanced - Bradford FMLA & ADA (Half Day, a.m.) 4/17 Job Descriptions & Reasonable Accommodations (1 p.m. – 5 p.m.) 4/17 Handbooks (Half Day, a.m.) 4/18 Form I-9 Compliance & Onboarding (1 p.m. – 5 p.m.) 4/18 Understanding the Fair Labor Standards Act (Half Day, a.m.) 4/19

5/29

Fork Truck (Half Day, a.m.) HR Essentials Level I Terminations (Half Day, a.m.)

5/30

HR Essentials Level I – Butler Interviewing & Hiring (Half Day, a.m.) Terminations (1 p.m. – 5 p.m.) Compensation & Benefits (Half Day, a.m.) Harassment & Discrimination (1 p.m. – 5 p.m.) Employment Law – What HR Should Know (Half Day, a.m.)

5/10 5/15 5/15 5/16 5/16 5/17

HR Essentials Advanced Understanding the Fair Labor Standards Act (Half Day, a.m.) 5/8

Computer Word Level I Excel Level II Excel Level III Excel Level I

Effective Workplace Communications

4/5 4/11 4/17 4/25

“After taking the HR Essential Certification Series at the MBA, I have found that all the information has become very useful in my everyday work environment. Our instructor did an excellent job presenting the information in a way that kept your attention and also taught you what you needed to know.” — Dina Heile, Intellectual Property Services

Computer Access Level I Excel Level II Excel Level I Excel Level III

5/8 5/16 5/23 5/30

“Whether it is computer classes or professional development courses, the training provided by the MBA has allowed us to provide a cost-effective solution that is critical to our ability to stay competitive.” — Joy Sherry, Ainsworth Pet Nutrition

June

Training

Professional Development

Regional Locations

Certified Supervisory Skills Course I Course III Course III (Corry) Course IV (Corry) Course V Course V (St. Marys)

6/12 and 6/19 6/28 and 7/5 6/7 and 6/14 6/28 and 7/5 6/5 and 6/12 6/13 and 6/14

Leadership for Team Leaders Series Course IV Course V

6/5 6/26

Food Safety Certification

6/18

Introduction to Control Charts & Statistical Process Control (Half Day, a.m.)

6/12

Women in Leadership

6/12

Supervisory Safety Series Course I 6/13 Course II 6/27 Creating Web Content (Half Day, a.m.)

6/14

Efficient and Organized (Half Day, a.m.)

6/18

Presentation Skills (Half Day, a.m.)

6/20 and 27

Must-Haves of Effective Communication (Half Day, a.m.) 6/22 HR Essentials Level I – Warren Interviewing & Hiring (Half Day, a.m.) 6/5 Terminations (1 p.m. – 5 p.m.) 6/5 Compensation & Benefits (Half Day, a.m.) 6/6 Harassment & Discrimination (1 p.m. – 5 p.m.) 6/6 Employment Law – What HR Should Know (Half Day, a.m.) 6/7

Computer QuickBooks Pro Excel Level I Excel Level II Excel Level III

6/8 6/12 6/19 6/26

“Investing in management education for both new and seasoned leaders has not only influenced corporate success, but has contributed to many successful career paths. The MBA-USA programs are high quality, accessible and affordable. That translates into great value.”

— Gary M. Maras, Medicor Associates Inc.

* A.M. classes run 8 a.m. to noon, and P.M. classes run 12:30 p.m. to 4:30 p.m., unless otherwise noted.

All courses are held at the MBA Conference Center in Erie, unless otherwise noted. Bradford: Holiday Inn Express 30 Tarport Drive Extension Butler: Fairfield Inn & Suites 200 Fairfield Lane Clarion: Park Inn by Radisson, Clarion 45 Holiday Inn Road Corry: Higher Education Council 221 North Center Street DuBois: Best Western 82 North Park Place Erie: Manufacturer & Business Association Conference Center 2171 West 38th Street Grove City: Hampton Inn & Suites Holiday Boulevard Hermitage: LindenPointe, Training & Workforce Development Center 3050 Prosperity Place Kittanning: Armstrong Educational Trust 81 Glade Drive Meadville: Holiday Inn Express 18240 Conneaut Lake Road Oil City: Keystone Community Education Council 206 Seneca Street St. Marys: Community Education Council of Elk and Cameron Counties 4 Erie Avenue, Suite 200 Titusville: Towne Square Conference Center 110 West Spring Street Warren: Warren/Forest Higher Ed Council 589 Hospital Drive, Suite F Williamsport: Genetti Hotel 200 W. Fourth Street * Handicap access and parking available at all sites.

Onsite Training Get more flexibility and convenience with our onsite training options — one of the most cost-effective choices for group instruction. • Flexible and convenient scheduling • Customized instruction • Eliminate travel expenses

Course Registration Contact Terry Nunez at 814/833-3200, 800/815-2660 or tnunez@mbausa.org to register or for more information on upcoming courses. Online registration also is available at www.mbausa.org.

MARKETING AND COMMUNICATIONS CERTIFICATE SERIES @ THE MBA Are you trying to move you career to the next level? Or are you in need of some additional skills with your current job? The MBA’s Marketing and Communications series will help strengthen your competency by further developing these highly coveted and sought after skill sets. Whether you are looking to move into this fast-paced and dynamic industry or just want to stay on top of current trends, this program is right for you.

Coursework includes: Writing to WOW!: Make your message ten times more powerful and avoid the seven deadly sins of

grammar. Save time and have the necessary tools to tackle any business-writing task.

Presentation Skills: Improve your presentation skills in this hands-on learning class that will not only give you the tips you need to succeed, but also has two opportunities to present to the group. You will have the chance to both self-access your progress and receive peer feedback. PR Bootcamp!: Get a crash course in public relations. You will be provided with working tools to develop a PR strategy and learn how to utilize typical PR tactics such as event plans, media pitches and press releases.

Marketing Planning: Develop a marketing plan for either your entire operation or a specific event. You will receive a marketing plan template, free resources to utilize and develop the plan, and guidance in making your strategy more effective and efficient. Choose one of the following to complete the Certificate Series:

Introduction to Social Media: Provides a broad overview of social media tools that will assist participants in beginning a social media strategy. Everyone will leave with a template for a plan that will assist their organization in building a social strategy to engage customers and assist with business goals.

Advanced Web & Social Media: Learn about SEO, advanced social media tools and online advertising tactics, including Google AdWords. You also will learn how to review your current online assets, develop goals for a digital marketing strategy, perform competitive analysis, create an initial digital marketing plan and learn how to measure success with Google Analytics. Upcoming Courses at the Manufacturer & Business Association, 2171 West 38th Street, Erie • Writing to WOW!: April 9 • 8 a.m. - Noon • $140 members • Marketing Planning: April 26 • 8 a.m. - Noon • $140 members • PR Boot Camp!: April 26 • 12:30 - 4:30 p.m. • $140 members • Introduction to Social Media: May 8 • 8 a.m. - Noon • $140 member • Advanced Web & Social Media: May 8 • 12:30 - 4:30 p.m. • $140 members • Presentation Skills Class: June 20 and 27 • 8 a.m. - Noon • $250 members

To sign up for classes, visit mbausa.org. All classes must be completed in a 12-month period to receive the certificate.

LEGAL BRIEF | BRANDING

Social Media Dos and Don’ts

grant themselves the right to utilize your posts in their own marketing efforts. Someone at your business should understand these terms and conditions to further guide what you can and cannot do online. 6. Don’t Use Fake Testimonials Testimonials are common on social media — they reinforce the interpersonal nature of the platform. If you are planning to use a testimonial in a social media post, make sure that it is not a fake testimonial. State attorneys general have been cracking down on fake testimonials by issuing fines for fake online reviews.

John Persinger is an associate at MacDonald Illig where he is a member of the firm’s Business Transactions, Labor & Employment, Government Services, and Emerging Technologies Practice Groups. He is a 2012 graduate of the University of Notre Dame Law School, which he attended on a Rumsfeld Foundation Graduate Fellowship. Social media has become a cost-effective way for businesses to promote their products and services, reach new customers and enhance their company’s brand.

such information could cause that information to lose its legal protection. 2. Do Seek Permission for Copyrighted Materials You must obtain permission if you are going to utilize copyrighted materials in a post. Do not simply copy and paste someone else’s photo, video or quote into a social media post. You must first obtain the permission of the creator of that copyrighted material. 3. Do Obtain Releases for Photos or Videos If you plan to include pictures or videos of a person promoting your goods and services, obtain a release from that person, granting you permission to include them in the post.

Since it is imperative for a business to have a social media presence in today’s global economy, here are some recommendations to minimize your business’s exposure:

4. Do Disclose Payment for Endorsements The Federal Trade Commission requires bloggers and social media influencers to disclose when they are being paid to promote a good or service. If part of your social media strategy is to pay bloggers and influencers for endorsements, make sure that person discloses the business relationship.

1. Don’t Disclose Confidential Information Every social media post should be reviewed to ensure that it does not contain confidential or proprietary information. Publishing

5. Do Understand the Platform Terms and Conditions Each social media platform has its own set of terms and conditions. Some platforms place limitations on the types of permissible posts. Other platforms

Yet, at the same time, social media platforms can be legal swamps, exposing companies to a morass of new risks.

7. Do Understand Who Owns Your Posts If you hire an outside company or person to manage your social media presence, under the default of the law, that company/person is the owner of those posts. In any agreements with outside social media companies/ independent contractors, you should require that any intellectual property created as a result of the social media posts is assigned to the company. Similarly, you should note in your employee handbook that the intellectual property created as a result of any social media posts made by employees is also assigned to the company. 8. Don’t Violate the Children’s Online Privacy Protection Act (“COPPA”) COPPA requires companies to notify parents and obtain verifiable consent before collecting personal information from children under the age of 13. In 2013, COPPA was updated to include photographs within the definition of “personal information.” Companies that violate COPPA can be subject to civil penalties. Accordingly, if you are planning to run a social media campaign that encourages the posting of pictures and those pictures include children under the age of 13, then you must ensure that you comply with COPPA. As social media platforms continue to evolve, there is no doubt that more legal issues will arise. To minimize your company’s exposure, consult a member of MacDonald Illig’s Emerging Technologies Practice Group at 814/870-7600 or visit www.macdonaldillig. com/emerging-technologies.html to learn more.

mbabizmag.com • MARCH 2018

BUSINESS BUZZ | WHAT’S NEW MATRIC HOLDS RIBBON-CUTTING CEREMONY FOR NEW LINE

Matric Group, a contract manufacturer and engineering designer of board-level and box build electronic assemblies and industrial controls, held a ribbon-cutting ceremony recently recognizing the investment in its new, state-of-the-art SurfaceMount Technology line at the company’s Seneca, Pennsylvania facility. According to the company, the new line maximizes flexibility while keeping ahead of the miniaturization of electronic designs. The investment was made possible, in part, by a $697,000 loan from the Pennsylvania Industrial Development Authority (PIDA) revolving loan fund. Consisting of 13 new machines, the line is capable of placing smaller parts, doing so with lightning-quick speed and enhanced precision and accuracy. It will extend Matric’s component size range from .25 x .125mm microchips up to 120x90mm components. The new line also enhances package-on-package capability to allow for extremely high complex designs to be effectively assembled.

A ribbon-cutting ceremony was recently held to celebrate Matric Limited’s investment in its new Surface Mount Technology Line in Seneca, Pennsylvania. Cutting the ribbon is Matric Limited President RickTurner (center).

rn your clocks Remember... Tue hour on ahead on 11 at 2 a.m. Sunday, March

Additionally, the new line will enhance packageon-package capability to allow for extremely high complex designs to be effectively assembled. With the closed loop in-line Koh Young solder paste and assembly-level inspection machines, immediate KPI data will be tracked and communicated within the line itself, promoting continuous process improvement. “As electronic components become smaller and more compact, we can now meet any demands the industry holds with the latest state-of-the-art equipment,” says Rick Turner, president and owner of Matric. “This investment is fundamental to our continued growth and success. With the capacity to place over 70,000 parts an hour, we hope to reach new levels of efficiency and customer satisfaction.” The line features a front magazine autoloader, board-inverter, a solder paste printer followed by an in-line solder paste inspection machine, three Panasonic NPM-W placement machines offering a combined total of six placement heads, a 10-zone ERSA nitrogen atmospheric oven, a cooling station and a Koh Young Automated Optical Inspection (AOI) machine followed by an in-line magazine unloader. The procurement of the new machines has allowed Matric to relocate one of its four SMT lines to Dynamic Manufacturing, its second facility, in Freeport, Pennsylvania.

Provided courtesy

A name you can trust.

DOWNLOAD THE MBA’S FREE TIME-CHANGE POSTER

It’s time to spring forward! Download and post the MBA’s FREE Time-Change poster from www.mbausa.org, and be sure to turn your clocks ahead one hour, starting 2 a.m. Sunday, March 11.

ONEX ANNOUNCES NEW MAJORITY OWNERS

For more than 46 years, Matric Limited has reliably and affordably provided original equipment manufacturers with safe, effective products.

Onex, Inc. has announced that, as of January 1, 2018, Drew and Ashleigh Walters are officially majority owners. The move culminates a four-year ownership succession plan that involved restructuring the leadership team and repositioning the company for growth.

See exclusive photos from the ribbon-cutting ceremony at https://www.flickr.com/photos/manp/ albums/7215769215.

Onex, Inc. is a woman-owned company. Ashleigh Walters will continue as president and Drew Walters as vice president.

For more information, visit www.matric.com or email sales@matric.com.

MARCH 2018 • mbabizmag.com

According to a company press release, Onex began as a refractory distributor for the local foundries in 1965. In 1987, Ric Walters purchased the company and expanded their capabilities adding installation and service. As the torch was passed to Drew and Ashleigh, they observed that each generation brings a new life and direction to Onex and they are very excited to see what the future holds. Ric and Lyn Walters commented, “We have a lot of memories with Onex. We have learned a lot, worked hard and even made mistakes along the way; however, we became a better company at the end of the day. We give all our support to Ashleigh and Drew and know Onex’s team will too.” Building on the company’s commitment to customer-focused solutions, Drew and Ashleigh are strategically expanding Onex’s Blue Diamond Furnace division into a full-service industrial furnace OEM. This move leverages Onex’s proven designs and deep technical experience. Typically, only 30 percent of family owned companies make it to the second generation of family ownership. Drew stated, “We are proud of this accomplishment, but the journey has not been an easy one.” In addition to transforming their company for success, Onex is actively engaged in building a stronger local economy with manufacturing career opportunities. Ashleigh recently stated, “We hope to make a difference in our community by supporting our local manufacturers to rebuild Erie from the inside out. Our goal is to change the perception of manufacturing through various initiatives to reestablish the inspiration to pursue manufacturing careers.” For more information, visit www.onexinc.com.

MACDONALD ILLIG ANNOUNCES THREE NEW PARTNERS, TWO NEW ASSOCIATES

The law firm of MacDonald, Illig, Jones & Britton LLP recently announced that Jenna Bickford, Jennifer B. Hirneisen and S. Craig Shamburg have been named partners with the firm, while Horan Caparosa and Brian P. Hennessy have been named associates. Bickford represents clients across a number of practice areas, including real estate and banking, business transactions, government services and public finance, and health care. She handles residential and commercial real estate transactions and various types of financing transactions, including commercial lending and municipal finance. She represents business clients with a variety of legal needs such as business formation, contract matters, corporate and regulatory compliance, and sales and acquisitions. She also counsels health-care providers on regulatory compliance matters including, among others, HIPAA, False Claims Act, Stark and Anti-Kickback matters. Bickford graduated from Susquehanna University, summa cum laude, with a bachelor of science degree in business, with concentrations in finance and marketing. In 2009, she earned her Juris Doctor, cum laude, from the University of Pittsburgh School of Law, where she was an executive editor of the Journal of Law and Commerce and a teaching assistant for Legal Writing. Bickford currently serves on the Board of Directors for the expERIEnce Children’s Museum. Hirneisen concentrates her practice in the areas of real estate, municipal law, creditor’s rights and domestic law. She handles both purchase and sale transactions for residential consumers, including first-time homebuyers, as well as sophisticated real estate developers. Her real estate practice also includes work relating to tax sales, tax assessment appeals, quiet title actions, and landlord/tenant matters. Hirneisen serves as counsel for real estaterelated municipal matters, including zoning, municipal liens, subdivision and land development, and tax assessment matters. Her practice also includes creditors’ rights relating to collection matters. In addition to her real estate practice, Hirneisen also assists individuals with a wide range of domestic matters including child custody, support and divorce. Hirneisen received her bachelor of science degree in business logistics with a minor in real estate from the Pennsylvania State University. She earned her Juris Doctor from the Dickinson School of Law of the Pennsylvania State University. Hirneisen currently serves as the

chairperson of the Real Estate Section for the Erie County Bar Association and is a member of the Site Selection Committee for Habitat for Humanity. Shamburg concentrates his practice in the areas of estate planning, estate administration, tax and business transactions. He works with individuals in preparing both simple and sophisticated Wills and Trusts to transfer wealth in the most tax efficient manner. He is also active in a wide variety of business and nonprofit matters, including business formation, corporate governance, mergers, acquisitions, divestitures, executive compensation, equity financing and succession planning. Shamburg received his bachelor of science degree in accounting from the Pennsylvania State University in 2005. He earned his Juris Doctor from the University of Dayton School of Law in 2009, where he graduated cum laude. Shamburg currently serves as the president of the Board of Directors of the Mercy Hilltop Center, Inc. He is licensed to practice in Pennsylvania, Florida and Georgia. Additionally, MacDonald Illig has named Caparosa and Hennessy as associates with the firm. Caparosa is a member of both the firm’s Commercial/ General Litigation Practice Group and the Insurance/ Personal Injury Practice Group. She is licensed to practice in all Pennsylvania state courts, as well as the U.S. District Court for the Western District of Pennsylvania. Caparosa graduated from Pennsylvania State University with degrees in finance and international politics in 2011. Thereafter, she earned her Juris Doctorate from the University of Pittsburgh School of Law. While at the University of Pittsburgh, Caparosa worked as a student law clerk for the Honorable Maureen P. Kelly, Chief Magistrate Judge for the Western District of Pennsylvania, and as a legal intern for Duquesne Light Company. Hennessy is a member of the firm’s Real Estate Practice Group and the Business Transactions Practice Group. Hennessy received his bachelor’s degree in legal studies from Gannon University, graduating summa cum laude. Hennessy attended the University of Akron School of Law, graduating magna cum laude. While attending law school, he served as senior law clerk for Attorneys Schrader, Romanoski and Stevenson and held a clerkship with the Honorable Beth Whitmore, Ninth District Ohio Court of Appeals. Since returning to Erie in 2015, he has been practicing law primarily in the areas of real estate transactions and litigation.

PEOPLE BUZZ | AWARDS AND PROMOTIONS HBKS ANNOUNCES PROMOTION OF FIRM LEADER

HBKS® Wealth Advisors recently announced that Senior Financial Adviser Quinto F. Ambrosetti, CFP® of the firm’s Erie office has been named a principal. “Quinto has demonstrated his dedication, professionalism and commitment to our collective success. He operates at a high level in terms of client advocacy and representing our brand and has garnered the respect of our team members,” stated Christopher M. Allegretti, the firm’s managing principal and chief executive officer. “Quinto reflects our core principles as a strong, national RIA firm offering the practical, attentive service associated with a local company,” Allegretti continued. HBKS® Wealth Advisors is a division of HBK, rated a Top 100 firm by both Accounting Today and Inside Public Accounting magazines. HBKS® was established in 2001 when HBK merged with The Sorce Financial Group, an advisory firm operating since 1950. The resulting HBKS serves clients from 11 offices in Ohio, Florida, New York and Pennsylvania, and has assets under management of more than $2.5 billion.

NEW ATTORNEY JOINS QUINN LAW FIRM

The Quinn Law Firm recently announced that Stacey K. Baltz has joined the firm as its newest shareholder. Baltz’s practice focuses on family law and litigation, workers’ compensation, social security and unemployment compensation.

Baltz is an Erie native and has been providing legal services in Erie and Crawford Counties for 11 years. She received her undergraduate degree from Slippery Rock University of Pennsylvania in 2003 and her Juris Doctor from Vanderbilt University Law School in 2006. Baltz’s family law practice includes divorce, custody, support, adoption, paternity, guardianship of minors and protection from abuse matters. She has represented many clients in negotiations, settlements and litigation primarily in Erie and Crawford Counties. The Quinn Law Firm is one of the largest general practice law firms in Northwestern Pennsylvania with more than 25 lawyers and other legal professionals providing expertise in the areas of business law, bankruptcy, real estate, family law, estate planning and administration, tax law, employment discrimination, workers’ compensation and other practice areas.

mbabizmag.com • MARCH 2018

• PROCUREMENT • REBATES • ENERGY CURTAILMENT • ENERGY EFFICIENCY CREDITS • UTILITY AUDITS

ENERGY UPDATE | SERVICE

Beware of Power Shut-Off Scams

Judy Rosatti is the manager of MBA EnergyAdvisors, an affiliate of the Manufacturer & Business Association (MBA). She has an abundance of consulting experience assisting a variety of businesses in reducing their costs and increasing their bottom line for the past 25 years. It was brought to my attention recently that some employers are being targeted for power shut-off scams. This is typically how the story goes: A caller represents themselves as an electric utility company employee with bogus caller ID showing the particular utility they claim to be representing. The caller threatens to shut off the customer’s power unless an immediate payment is made. When questioned as to what the payment is for, the caller will say that it is for additional fees that the utility has approved and passed along to the consumer. They will say that a letter explaining the fees was sent and should have been received. In some cases, the caller has a coconspirator to hand off the call to a “supervisor.” This person will carry on the scam with authority. In many cases,

they will instruct the business to pay at an authorized utility payment center, often a discount store or convenience store in the area. The customer is told to use a pre-paid debit card, such as a Green Dot/MoneyPak card, or a money transfer service. It has been noted that, in one case, the victim was directed to pay in person at a physical location. Additionally, in some cases, individuals posing as utility workers appeared onsite, threatening to shut off the power. What Do You Need to Know? • According to First Energy, if your account is past due, you will receive a written notice of your account status with instructions on how to avoid disconnection of service. • While their representative may call a customer whose bill is in arrears in order to remind them that a payment is due, the representative would explain how a payment can be made using their established payment options. They will never demand payment over the phone, in person or at a particular physical location. • First Energy utilities do not accept prepaid debit cards or wire transfers as payment, and their representatives will not demand your bank information or credit card number over the phone.

What Should You Do? • If you receive a suspicious call, hang up immediately. • Be aware that scammers often use Caller ID spoofing software to misrepresent the source of a phone call or provide you with a fake “verification” phone number. These call-back numbers may even include exact replicas of company greetings and hold messaging. If you would like to verify your account status, always call the First Energy Customer Service Department using the numbers on your bill or their website, or log in to your account on their website at www.firstenergycorp.com. • If a person appears at your door demanding payment, do not allow them into your home or business, and do not provide them any personal information. • If you believe you have been a victim of this scam, please contact your local police department or your state attorney general’s office. For further information, visit https://www. firstenergycorp.com/content/customer/help/ safety/scam-info/known-scams.html or contact Judy Rosatti at MBA EnergyAdvisors at jrosatti@mbausa.org or 814/833-3200.

mbabizmag.com • MARCH 2018

ON THE HILL | REFORM

Reining in Regulatory Overreach New Legislative Package Would Help Pennsylvania Combat Aggressive, Excessive Regulatory Restrictions

State Representative Daryl Metcalfe (R-Butler) is serving his 10th term in office and his fourth consecutive session as the Republican majority chairman of the Pennsylvania House State Government Committee. The House State Government Committee is responsible for reviewing legislation dealing with all aspects of state government, including proposed amendments to the Pennsylvania Constitution, statewide initiatives and referenda, Election Code reform and the Regulatory Review Act.

The Legislature must act to avenge the ever-increasing injustices of Pennsylvania’s restrictive regulatory environment. Overregulation caused by unelected government bureaucrats is killing family-sustaining jobs, strangling opportunity and stifling economic growth. Pennsylvania’s high tax burden and unfriendly business climate, caused in large part by overregulation, are driving more citizens and job-creators to vote with their feet. During the past year, the labor force in Pennsylvania experienced the largest drop in three years, decreasing by 56,000 people. In 2016, Pennsylvania lost 19,000

taxpayers to other states and more than $2.6 billion from state-to-state moves. In June 2017, as chairman of the House State Government Committee, which has oversight of the Regulatory Review Act, I convened a series of public hearings to further investigate regulatory overreach in the Commonwealth. My committee received testimony from various small businesses, organizations and experts on state regulatory policy. Dr. James Broughel from the Mercatus Center at George Mason University in Virginia confirmed that Pennsylvania currently has more than 153,000 regulatory restrictions that reach across every industry operating within the Commonwealth. Overregulation not only puts Pennsylvanians at serious risk of losing family-sustaining jobs to other states where regulatory compliance is less onerous, but can even weaken the effectiveness of legitimate health and safety regulations already in place. Another significant finding is that Pennsylvania’s Regulatory Review Act does not give the Legislature any authority to repeal a regulation without the governor’s approval. Not surprisingly, regulations created under the administration of governors — both Republican and Democrat — have been piling up for decades. These findings suggest that Pennsylvania’s regulatory culture needs improvement starting with the front end of the process, in which regulations are drafted and promulgated. Our findings have been divided into three separate categories. The first category is that the regulatory culture and application of regulations

should be collaborative with and educational for those who are regulated instead of punitive. The second category is improving the regulatory culture by systematically reviewing existing regulations. The third and final category is to improve the regulatory culture by stopping bad regulations before implementation. Clearly, excessive regulation inhibits the growth of Pennsylvania’s economy. Members of the General Assembly need to use every tool available under the current law in order to ensure that Pennsylvania’s regulations encourage, rather than discourage, the entrepreneurial spirit of hard-working job creators. The General Assembly also must advance legislation that improves the regulation-making process and reduces the overall regulatory burden. In January, I hosted a state Capitol press conference to introduce a legislative package aimed at reining in the burdensome and excessive regulatory environment that is currently harming our Commonwealth. This legislative package will help Pennsylvania combat aggressive and overreaching regulatory restrictions. The legislative package includes bills introduced by Representative Dawn Keefer (HB 1237), Representative Kristin Phillips-Hill (HB 209), Representative Kerry Benninghoff (HB 1792), Representative Greg Rothman (HB 1959) and Representative Brian Ellis (HB 1960). As majority chairman of the House State Government Committee, I am committed to advancing legislation that changes the law in order to streamline and modernize Pennsylvania’s job-killing, regulatory environment. mbabizmag.com • MARCH 2018

HR CONNECTION | WORKPLACE TRENDS SMALL BUSINESSES MORE FRUSTRATED WITH TELECOM SERVICE, SURVEY FINDS

Small businesses are significantly less satisfied with their telecom providers than large enterprise customers. According to the J.D. Power 2017 U.S. Business Wireline Satisfaction Study,SM released recently, small business customers face longer customer service wait times, lower problem resolution rates and less dedicated account support, all of which contribute to lower overall satisfaction with their telecom providers. “The small business telecom customer experience is very similar to the residential customer experience vs. large enterprise customers who are receiving a much higher level of dedicated service,” said Peter Cunningham, technology, media & telecommunications practice lead at J.D. Power. “That’s weighing heavily on relative levels of customer satisfaction. Reshaping the account representative model for the small business customer may hold the answer to this challenge. Customers who know they can call a dedicated representative are much more satisfied than those who blindly call into a call center and spend too much time on hold.” The study measures overall satisfaction among three key segments: very small business (1-19 employees); small/midsize (20-499 employees); and large enterprise (500 or more employees). Satisfaction is measured across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. Satisfaction is calculated on a 1,000-point scale. The 2017 U.S. Business Wireline Satisfaction Study is based on responses from 3,102 business customers of data and voice services in the United States and includes evaluations of their data and voice service providers. The study was fielded from April to June 2017. For more information about the 2017 U.S. Business Wireline Satisfaction Study, visit http://www.jdpower. com/resource/us-business-wireline-satisfaction-study.

SURVEY: SOCIAL MEDIA KEY TO MOST EMPLOYERS’ GROWTH STRATEGIES

A U.S. Chamber of Commerce survey of more than 1,000 small businesses across the United States reveals that most companies are using social media to cultivate new business and grow their business across vast geographic areas. According to the report, Examining the Impact of Technology on Small Business: How small businesses use social media and digital platforms to grow, sell, and hire, Facebook has emerged as the leading platform for small businesses growth. Over 60 percent of businesses report using Facebook to grow their businesses, increase sales, attract new customers and sell to customers they would not otherwise have been able to reach. The report builds from three surveys, two national surveys and one state-level survey, conducted last year by Morning Consult.

MARCH 2018 • mbabizmag.com

Eye of the Beholder: Why You Need to Maintain Vision Health It’s a new year and many people set resolutions for improving their health. One specific health resolution you may want to consider this year is focusing on your eye health. Below are some recommended and simple steps you can take to maintaining healthy eyes. 1. Eat a balanced diet. Not only will eating well help your overall health, but it can help keep your eyes healthy. According to data from the Archives of Opthalmology, a diet rich in fruits and vegetables, as well as leafy greens such as spinach and kale, can be especially beneficial for your eyes. 2. Take proper care of contact lenses. Contact lenses offer many conveniences, but do require proper care. Research from All About Vision states this can include washing and drying your hands before handling contacts, using fresh contact lens solution when storing, and following the schedule your doctor recommends for replacement. 3. Wear sunglasses. Sunglasses are necessary year-round. Prolonged exposure to the sun’s ultraviolet rays can lead to bloodshot or swollen eyes, hypersensitivity to light and the formation of cataracts. 4. Visit the eye doctor. Too often, yearly eye exams are skipped. Not only can your eye doctor detect serious eye diseases, such as glaucoma or cataracts, but they can detect other illness such as diabetes, high blood pressure and high cholesterol, researchers state. To learn about vision insurance available through the Manufacturer & Business Association, call 814/833-3200 or 800/815-2660.

Matt Cuomo is the vice president of Sales & Support at Vision Benefits of America (VBA), which has been providing diverse and cost-effective vision benefits for more than 50 years. For more information about VBA, visit www.vbaplans.com.

HR Q&A | GET ANSWERS WHAT ARE THE PROS AND CONS OF CONDUCTING EMPLOYEE SURVEYS?

A carefully designed and conducted employee survey can reveal a great deal of information about employee perceptions that management can use to improve the workplace. Organization responsiveness to employee feedback leads to higher retention rates, lower absenteeism, improved productivity, better customer service and higher employee morale. The simple fact that the organization is conducting a survey can send a positive message to employees that their opinions are valued. In addition, managers can gain insights into issues affecting their departments or business units that allow them to manage more effectively.

Take the Time to Educate Your Employees About Benefits

Conversely, if the senior management team is not fully committed and ready to really listen to and, most importantly, act on what employees are saying, then conducting a survey can falsely raise expectations among employees, leading to an employee relations disaster.

Employees’ satisfaction with their benefits has a strong correlation with their understanding of them. Benefits can influence turnover and productivity indirectly by having a positive effect on employee buy-in to their company. Companies continue to spend millions of dollars annually on benefits without employees even realizing it. If for no other reason, then for this reason alone, an employer should be doing everything possible to educate its employees on the value of the benefit plans, as well as how they operate. Employee turnover and lost productivity — both expensive in themselves — can have a great impact on the overall profit of the company. Two of the most common areas in employee benefits that employees are at a loss when it comes to understanding, are health insurance plans and retirement plans. Just the terminology alone can be overwhelming to them or to anyone not familiar with benefit plans. Medical Plans Employers need to educate employees in a way that is clear, concise and easy for employees to understand. They need to develop communications designed to influence opinions and change behaviors — to drive the right employees to the right plans. The ultimate goal is to contain health-care costs for both organizations and their employees and to help them become good health-care consumers. Many insurance carriers can now provide a system of unbiased health information and tools that enable users to assess health risks, evaluate treatment options and learn how to live healthier. Ideally the system would be highly visual, interactive and consumer-friendly, making it very informative to employees and family members. Retirement Plans When it comes to retirement plans, the goal is to increase participation and assist employees in attaining their goal of being able to retire with a comfortable nest egg. Methods Technology now makes benefits communication a bit easier by providing the means to do this. However, it is up to the employer to take advantage of the new technology and use it to its fullest potential. If these electronic advances are not available to an organization, then paper-based information and enrollment can also be used.

Contact the MBA’s HR Services Division at hrservices@ mbausa.org to discuss conducting an employee engagement survey at your organization to help improve overall satisfaction and profitability.

WHEN IS THE BEST TIME TO CONDUCT AN EMPLOYEE SURVEY?

Organizations should conduct surveys of employees on a regular basis — most companies elect to ask their employees for feedback annually. Requesting regular feedback shows employees that the company actually cares about how they perceive their work environment. Choosing when to conduct the survey should take several things into consideration. Avoiding peak holiday seasons is usually best to ensure a maximum response from employees. Scheduling the survey during the organization’s historically slow periods is also advisable so that employees will have the necessary time to devote to the survey. Finally, it might be good to avoid conducting the survey during cycles that could skew the results either positivity or negatively. Bonus season or high-stress periods can provide an unrealistic picture of normal employee satisfaction if year-over-year normal operating results are the objective. Employers are often hesitant to measure employee attitudes during business slumps, reorganizations, downsizings or outsourcing efforts because they assume that employees will simply say how disgruntled they are; however, organizational experts suggest that such times can provide an ideal opportunity to check in. The simple act of asking for input during critical junctures can send a positive message to the workforce.

Remember: Employee communication and education should be an ongoing process for a company. A little preparation goes a long way.

Stacey Bruce, SPHR, SHRM-SCP, is the director of HR Services at the Manufacturer & Business Association. Contact her at 814/833-3200, 800/815-2660 or sbruce@mbausa.org.

mbabizmag.com • MARCH 2018

CELEBRATE OUR 30TH YEAR! Register as a new subscriber to the FREE digital edition of the Business Magazine and be entered into our 2018 raffle drawing! Winners will be announced at the end of each month! The Business Magazine is the premier monthly member publication of the Manufacturer & Business Association and the comprehensive news source for the human resource, legal and legislative issues facing employers today. Among its 15,000 readers are business owners, CEOs and top executives throughout central and northwest Pennsylvania, as well as northeast Ohio and western New York. Read the latest issue on www.mbabizmag.com.

REGISTER NOW to receive our digital edition. YES! Please send me the free digital edition of the Business Magazine each month! Name: Company: Email:

Phone:

PLUS, Iâ&#x20AC;&#x2122;d also request that digital copies of the Business Magazine be sent to the following recipients: Name:

Name:

Company:

Email:

Phone:

Name:

Company:

Email:

Phone:

Please return this form to the MBA at 2171 West 38th Street, Erie, Pa. 16508, fax back to 814/833-4844, scan and email to ktorres@mbausa.org or sign up online at www.mbabizmag.com. Thank you!

EVENTS & EXTRAS | NETWORKING & MORE

The Manufacturer & Business Association (MBA) strives to keep its members informed on the most current business issues affecting employers in the region. For more information about upcoming events or to view the MBA’s photo gallery, visit www.mbausa.org.

Business leaders listen intently as UPMC Hamot President David Gibbons discusses the hospital’s future, during the breakfast briefing at the MBA Conference Center.

David Gibbons, M.H.A., R.N., president of UPMC Hamot, explained how UPMC and UPMC Hamot’s $300-million expansion and renovation plan, unique capabilities and strong financial performance are fulfilling the vision to transform the future of health care in our communit y and beyond at the MBA’s January Eggs ‘n’ Issues in Erie.

luncheons arance was one of two legislative Congressman Thompson’s appe for February The second event was scheduled held at the MBA this February. n. catio (R-3rd District), prior to publi 23 with Congressman Mike Kelly

ts rict) shares his though Thompson (R-5th Dist tive Luncheon on Congressman Glenn isla Leg A’s MB the ion, during on upcoming legislat in Erie. A Conference Center February 9 at the MB

Business leaders applaud durin g the February 9 legislative luncheon at the Association’s Confe rence Center.

mbabizmag.com • MARCH 2018

PRSRT STD US POSTAGE PAID ERIE, PA PERMIT #199

When the happiness of your employees depends on the network of your health plan, choose us.

The success of any organization depends greatly on the health and happiness of its employees. Thatâ&#x20AC;&#x2122;s why itâ&#x20AC;&#x2122;s so important to choose the right health coverage. With UPMC Health Plan, your employees get affordable in-network access to the doctors and hospitals they trust. And you get a health plan that makes sense for your company. Call your producer or visit www.upmchealthplan.com/employer

Network

Service

Affordability

Choose the Best UPMC Health Plan received the highest numerical score among commercial health plans in Pennsylvania in the J.D. Power 2016-2017 U.S. MemberHealth Plan Studies. 2017 Study based on 33,624 total responses from 8 commercial health plans in Pennsylvania measuring experiences and perceptions of members surveyed January 2017 - March 2017. Your experiences may vary. Visit jdpower.com. 2017 Best Doctors listing, Best Doctors, Inc. Go to upmchealthplan.com/BEST