April 2015 issue of In Business Magazine

APR. 2015

Special Section: The 2015 Business Healthcare Services Guide

The Cure for the

Healthcare Headache Is Business Getting in Gear with the New Healthcare?

A Sales Cocktail with Punch

Sabotaged by Perceptual Reality?

Managing Your Personnel Files THIS ISSUE Scottsdale Area Chamber of Commerce National Association of Women Business Owners — Phoenix

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APRIL 2015

COVER STORY

20

The Cure for the Healthcare Headache

With insights and the latest information from healthcare providers, insurers, attorneys and human resource benefits professionals, RaeAnne Marsh discusses employer responsibilities and views on how the new healthcare is benefiting business.

DEPARTMENTS

FEATURE

26 PARTNER SECTIONS SPRING 2015

SCOTTSDALECHAMBER.COM

MEMBER COMMUNIQUÉ The 2015 Women in Leadership event took place Feb. 11

2015 Women in Leadership highlights women and empowerment More than 120 attended the Third Annual Women in Leadership event, held Feb. 11, at the Silverleaf Club in Scottsdale.

Presented by APS, with additional sponsorship by Cox Communications, Scottsdale Community College, Merestone and Encore Creative, Women in Leadership focuses on topics, stakeholders and policy-makers that help women manage work/life balance while excelling in the professional world.

Tina Marie Tentori, director of community affairs for APS and executive director of the APS Foundation, introduced the 2015 Women in Leadership keynote speakers, sisters Flora and Ruby Jessop.

Speaking to a sold-out audience, Flora Jessop described her childhood

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Discussing the importance to sales success of being willing to learn, grow and change, Anthony Caliendo emphasizes the need of always keeping the human element as the main ingredient.

RECOGNIZE EMOTIONAL DRIVERS ISOLATE HOT SPOTS ASK WITHOUT ASKING MAKE IT COMFORTABLE SELL YOURSELF

in Colorado City, Arizona, where she was raised in a polygamous family of two mothers and 27 siblings as part of the Fundamentalist Church of Jesus Christ of Latter Day Saints. When she was 16 years old, after years of sexual and physical abuse, she fled her family and faith.

Jessop moved to Phoenix, where she met her partner, Tim, and created a family unit with him and their daughters, Shauna and Megan.

In April 2001, Jessop’s younger sister Ruby was forced to marry her stepbrother, according to Jessop. This incident would be the catalyst that would propel Jessop WOMEN IN LEADERSHIP — CONTINUED ON PAGE 2

DEPARTMENTS

Message from the CEO Spring has sprung, and with the beauty of the season comes an astounding array of events and activities that help show Scottsdale to the world, much of which is still covered with snow.

No other part of the country can boast the world’s largest-attended golf tournament and a Super Bowl — all on the same weekend! Corporate and private aircraft, collectively worth billions of dollars, came into our city for one of the nation’s great annual parties, and Scottsdale did not disappoint. Scottsdale Airport, one of the nation’s busiest single-runway airports, saw 1,200 takeoffs and landings without a single delay during

Super Bowl week. The tournament was superb and the Super Bowl (for once) was even a great game, riddled with controversial play-calling and surprises.

Barrett-Jackson Collector Car Auction broke all records with its $130 million in sales and in its charitable donations that included $140,000 for cancer research at the nonprofit Translational Genomics Research Institute.

All that horsepower then shifted at WestWorld to horses as Scottsdale Arabian Show took over the newly enclosed Tony Nelssen Equidome. Born in 1955, the Scottsdale Arabian Show is the largest in the nation, and a place where people part with millions of dollars for the most beautiful and elegant horses on earth.

But wait, there’s more, as they say on infomercials! Spring

Rick Kidder

KIDDER — CONTINUED ON PAGE 3 SCOTTSDALE@WORK - 1

35 Scottsdale Area

Chamber of Commerce

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Peter S. Fine, president and CEO of Banner Health, introduces the “New Healthcare” issue.

10 Celebrating 30 years of serving the women business owners of Phoenix

Spring 2015 • nawbophx.org

Letter from the President

By Dorothy Wolden, President 2014-2015

About NAWBO

NAWBO® prides itself on being a global beacon for influence, ingenuity and action and is uniquely positioned to provide incisive commentary on issues of importance to women business owners.

NAWBO Phoenix propels women entrepreneurs into economic, social and political spheres of power.

Visit one of our FREE welcome meetings, held the second Wednesday of each month – for all new and prospective members. This casual, informational opportunity highlights both local and national benefits of NAWBO membership. This is a great place to determine if NAWBO is a fit for you and your business.

Take advantage of this great networking opportunity by bringing business cards and making connections.

For more information, please visit NAWBOphx.org.

Phoenix Metropolitan Chapter of the National Association of Women Business Owners 7949 E Acoma Dr., #207 Scottsdale, Arizona 85260 480-289-5768 info@NAWBOphx.org

How to make it last: Business Longevity 2015 marks the 40th anniversary of the National Association of Women Business Owners, national association and the 30th anniversary of NAWBO Phoenix.

The National Association of Women Business Owners came into existence in the early 1970s when two women, Dottie Grandy and Denise Cavanaugh, realized that if they got together with other professional women, they could learn more as a group and their businesses would benefit. At the time women weren’t allowed to be members of the Rotary Club, the Chamber of Commerce or The United States Junior Chamber (Jaycees). Access to capital was nonexistent without a male cosigner. It was truly an unequal playing field, far worse than what we know now.

Gandy and Cavanaugh reached out to a handful of other Dorothy Wolden businesswomen they knew, and started meeting in the back room President, NAWBO Phoenix of their office in an old brick row house in Washington, D.C. Word of these meetings spread quickly, and a network started to emerge.

NAWBO has become a national organization with more than 5,000 members and 60 chapters across the country, with the Phoenix Chapter being 5th largest in the network.

These women who started NAWBO knew the importance of building a network and creating a place for resources, mentoring and Dorothy Wolden advice to start and build stronger businesses. Today, NAWBO still President stands by that mission, and locally we are striving to bring even more NAWBO-Phoenix 2014-2015 support to women business owners.

In 30 years, the NAWBO Phoenix leaders and members have GateWay Community College 108 N. 40th Street, South Bldg (SO) risen to great heights. Past President Donna Davis was appointed by Phoenix, AZ 85034 the President of the United States of America, Barack Obama, to 480.784.0591 be the Regional Administrator, Region 9 of the U.S. Small Business dorothy.wolden@domail.maricopa.edu Administration (SBA). Past President Kristine Kassel, owner of Benefits

By Design, is an award-winning business owner and was recently Years in Business: 13 Years in NAWBO: 6 appointed to the SBA’s Office of National Ombudsman, Region 9 Regulatory Advisory Board.

Our membership, past and present, has seen many award winners and influential businesswomen from our community, such as Barbara Barrett, former President of the Thunderbird School of Global Management, and Nancy Sanders, the current Regional Center Director of the Maricopa Small Business Development Center. In recent years, several members, including Past President Lynda Bishop, Hope Ozer, Hue Haslim, Pam Gaber, Past President Kristine Kassel and I, were honored as Outstanding Women in Business by the Phoenix Business Journal.

The list goes on with countless other award winners.

You might say that NAWBO Phoenix can attribute its longevity to having the right people on the bus in the right seats at the right time. As we continue to grow our membership and expand the resources we provide to women business owners of all sizes and business types, we can’t help but look back and have sincere gratitude for Continued on page 8

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nawbophx.org

NAWBO NEWS

43 National Association of Women Business Owners – Phoenix

PRESENT

2015

Business Healthcare Services Guide Associations & Government Employee Benefits Consultants Dental Insurance

Urgent Care Workplace Bundled Health Programs

Individual & Group Health Insurance

Workplace Wellness

Hospitals

Workplace Ergonomics

Join us for our event on April 17, 2015. www.inbusinessmag.com

51 Business Healthcare Services Guide

The Valley’s most comprehensive guide to healthcare services for businesses

APR. 20 1 5

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Feedback

Noted business and community leaders Paul Breslau, Kristine Kassel and Stephanie Waldrop respond to IBM’s burning business question of the month.

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Briefs

“Zen with Info,” “Sales Recruiting,” “Travel Assist,” “Living High-Tech,” “Webinars: Healthcare Knowledge & Compliance,” “East-side Employment Hub,” “Grand Plans for Papago,” “Nekter Markets Healthier Lifestyle” and “Business Means to Stop the Bullets”

13 SPECIAL SECTION

Guest Editor

By the Numbers

Books

New releases give fresh insights on business thinking.

Nonprofit

Executive board members looking to diversify their nonprofit organization’s revenue streams may want to consider a secret weapon: the impact investor.

32

Assets

2016 Volvo XC90 Inscription Plus: A leather portfolio is style statement for the tablet.

34

Power Lunch

North Italia Plus: Bring it home with cookbooks by chefs at some of our favorite local restaurants.

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Roundtable

Perceptual reality faces business owners with the question, “Do your customers view you as YOU view you?”

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Spotlight THE NET EFFECT OF COVERAGE, PREMIUMS & BENEFITS

The New Healthcare: The Net Effect of Coverage, Policies & Benefits — In Business Magazine

Technology

“Real-Time Fraud Protection,” “Low-Tech Meets the Cloud,” “Technology Levels the Playing Field” and “The ‘Secret Formula’ of App Success”

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27

ON THE AGENDA

Workplace violence is a serious issue for employers.

A safe work environment is the goal, but there are challenges.

14

Legal

Attorneys discuss the complexities of collecting and storing private employee information against considerations of authorized vs. unauthorized access.

28

Photo: Sergio Dabdoub Photography

with a sold-out audience at the Silverleaf Club in Scottsdale.

Mixing the Perfect Sales Cocktail

57th Annual Black & White Ball and Business Awards — Hispanic Chamber of Commerce

30

Calendar

Business events throughout the Valley

Healthcare

“ : Digital Connection,” “Glasses Combat Migraines,” “Medical Taxi Service” and “Dental Care Is Business, Too”

20

Obesity-related health problems are on the rise, and according to a new study by WalletHub, of the 100 most-populated metro areas in the U.S., the Phoenix-Mesa-Scottsdale region ranked #49 for people having weight problems. See the cover story on page 20 for more on healthcare issues. wallethub.com

Experts & Colleagues Speak in 3 Panels on The Net Effect of Coverage, Premiums and Benefits

April 2015 In Business Magazine is a collaboration of many business organizations and entities throughout the metropolitan Phoenix area and Arizona. Our mission is to inform and energize business in this community by communicating content that will build business and enrich the economic picture for all of us vested in commerce.

PARTNER ORGANIZATIONS Rick Murray, CEO Arizona Small Business Association Central Office (602) 306-4000 Southern Arizona (520) 327-0222 www.asba.com Steven G. Zylstra, President & CEO Arizona Technology Council One Renaissance Square (602) 343-8324 www.aztechcouncil.org

& Healthcare EXPO

Doug Bruhnke, Founder & President Global Chamber® (480) 595-5000 www.globalchamber.org Dorothy Wolden, President NAWBO Phoenix Metro Chapter (480) 289-5768 www.nawbophx.org

Peter S. Fine, FACHE

Beth Soberg

Chris Scherzer

Stephanie Waldrop

President & CEO Banner Health

President & CEO UnitedHealthcare of Arizona, Colorado, New Mexico and Wyoming

Executive Vice President Brown & Brown Insurance of Arizona, Inc.

Principal Employee Benefits International, Inc.

Rick Kidder, President & CEO Scottsdale Area Chamber of Commerce (480) 355-2700 www.scottsdalechamber.com

Join them as they lead our 3 Panels on Coverage, Premiums and Benefits This is the most comprehensive event on the subject.

As business owners and managers, it is important to get informed, forge partnerships and make Healthcare a true benefit to your employees and to your Bottom Line!

Moderator

Ted Simons

Friday, April 17, 2015 11:00 a.m. EXPO & Registration 11:50 a.m. – 1:30 p.m. Lunch & Panels The Phoenician Resort

Individual Lunch: $65 Sponsor Table of 10: $1,000 Corporate Sponsorships Available

For more information: 480-588-9505 x213 • info@inbusinessmag.com

Mary Ann Miller, President & CEO Tempe Chamber of Commerce (480) 967-7891 www.tempechamber.org Our Partner Organizations are vested business organizations focused on building and improving business in the Valley or throughout Arizona. As Partners, each will receive three insert publications each year to showcase all that they are doing for business and businesspeople within our community. We encourage you to join these and other organizations to better your business opportunities.

The members of these and other Associate Partner Organizations receive a subscription to In Business Magazine each month. For more information on becoming an Associate Partner, please contact our publisher at info@inbusinessmag.com.

ASSOCIATE PARTNERS Ahwatukee Foothills Chamber of Commerce ahwatukeechamber.com Arizona Chamber of Commerce & Industry azchamber.com Arizona Hispanic Chamber of Commerce azhcc.com The Black Chamber of Arizona phoenixblackchamber.com

Presented by

Chandler Chamber of Commerce chandlerchamber.com Economic Club of Phoenix econclubphx.org Glendale Chamber of Commerce glendaleazchamber.org Greater Phoenix Chamber of Commerce phoenixchamber.com Greater Phoenix Gay & Lesbian Chamber of Commerce gpglcc.org Mesa Chamber of Commerce mesachamber.org North Phoenix Chamber of Commerce northphoenixchamber.com Peoria Chamber of Commerce peoriachamber.com WESTMARC westmarc.org

Register today at inbusinessmag.com 6

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April 2015

VOL. 6, NO. 4

Publisher Rick McCartney

Editor RaeAnne Marsh

Art Director Benjamin Little

Contributing Writers

Anthony Caliendo Scott Deming Mike Hunter Alexandra Lyon Mike Saucier Richard Tollefson

ADVERTISING

Operations Louise Ferrari

Business Development

Louise Ferrari Alex Goff Craig Jeffries Steve Kulick Maria Mabek Sara May Kelly Richards Cami Shore

Events Amy Corben More: Visit your one-stop resource for everything business at www.inbusinessmag.com. For a full monthly calendar of business-related events, please visit our website.

Inform Us: Send press releases and your editorial ideas to editor@inbusinessmag.com.

Post Your Local Jobs at inbusinessmag.com Read by those vested in business here, In Business Magazine and inbusinessmag.com have become the resource for business owners and executives in the Valley and beyond.

Now, business owners can post their open positions in a place where they are guaranteed to be seen by top candidates.

Visit inbusinessmag.com now to post your open positions!

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President & CEO Rick McCartney

Editorial Director RaeAnne Marsh

Senior Art Director Benjamin Little

Financial Manager Donna C. Mitchell, CPA

Office Manager Savanah Holmgren

Communications Coordinator Tanner Gray-Spencer

Accounting Manager Todd Juhl

Corporate Offices 4455 E. Camelback Road Building C, Suite 135 Phoenix, AZ 85018 T: (480) 588-9505 F: (480) 584-3751 info@inmediacompany.com

www.inmediacompany.com Vol. 6, No. 4. In Business Magazine is published 12 times per year by InMedia Company. POSTMASTER: Send address changes to InMedia Company, 4455 E. Camelback Road, Building C, Suite 135, Phoenix, AZ 85018. To subscribe to In Business Magazine, please send check or money order for one-year subscription of $24.95 to InMedia Company, 4455 E. Camelback Road, Building C, Suite 135, Phoenix, AZ 85018 or visit inbusinessmag.com. We appreciate your editorial submissions, news and photos for review by our editorial staff. You may send to editor@inbusinessmag.com or mail to the address above. All letters sent to In Business Magazine will be treated as unconditionally assigned for publication, copyright purposes and use in any publication, website or brochure. InMedia accepts no responsibility for unsolicited manuscripts, photographs or other artwork. Submissions will not be returned unless accompanied by a self-addressed, stamped envelope.

InMedia Company, LLC reserves the right to refuse certain advertising and is not liable for advertisers’ claims and/or errors. The opinions expressed herein are exclusively those of the writers and do not necessarily reflect the position of InMedia. InMedia Company considers its sources reliable and verifies as much data as possible, although reporting inaccuracies can occur; consequently, readers using this information do so at their own risk. Each business opportunity and/or investment inherently contains certain risks, and it is suggested that the prospective investors consult their attorney and/ or financial professional. Š 2015 InMedia Company, LLC. All rights reserved.

No part of this magazine may be reproduced or transmitted in any form or by any means without written permission by the publisher.

I N B U S I N E S S M AG . CO M

PETER S. FINE, BANNER HEALTH

A Healthy Benefit

Peter S. Fine is president and CEO of Phoenix-based Banner Health, one of the nation’s largest secular, nonprofit healthcare organizations.

Banner operates 24 hospitals and other services in seven states, employs more than 36,000 people and has approximately $5 billion in revenue. It is Arizona’s secondlargest private employer.

Fine is active in community and industry organizations, and has been recognized with numerous honors from prestigious organizations.

Among these are the 2010 CEO IT Achievement Award from Modern Healthcare and Healthcare Information and Management Systems Society and the National Healthcare Award in 2007 from B’nai B’rith International.

Over the past couple of years, business owners have been working to determine how best to comply with federal healthcare coverage requirements and provide competitive healthcare benefits to attract and retain the work force their business needs. In the ongoing and congruent effort to also control healthcare costs and improve the bottom line, businesses continue to seek innovative healthcare solutions.

There is growing evidence that the real transformation of our healthcare system will be found in areas that haven’t been the focus of the Patient Protection and Affordable Care Act. I define this transformation as better care and improved service at lower costs.

That is much easier said than done, though. We’re going to need a dominant new model of care called population health management, which brings together providers in a highly collaborative manner to appropriately share the results of tests as well as other health procedures with clinicians that are effectively using electronic medical records, enabling providers to share in savings as opposed to the current dominant model of fee-for-service that rewards for greater and oftentimes unnecessary use of a service.

As the landscape of healthcare has changed, healthcare providers, insurers and human resource benefits professionals have evolved new programs and delivery protocols to serve employers. In Business Magazine editor RaeAnne Marsh navigates the complexities as she delves further into this subject for this issue’s cover story, “The Cure for the Healthcare Headache: Is Business Getting in Gear with the New Healthcare?”

Sales-force deficiencies plague businesses of all sizes and in all sectors. Anthony Caliendo discusses the evolving role of the salesperson as subject-matter expert in this issue’s “Sales” feature. And addressing a phenomenon that impacts both sales and marketing, Scott Deming’s “Roundtable” article looks at the importance of a business owner recognizing how the public views his company’s product or service — which may be remarkably different from what he intends.

Cyber security is a ubiquitous headache for business, but an aspect that may be overlooked amid headlines on hacks of customer databases is the data management of personnel files.

Local attorneys address the legal side of this and offer some best practices for businesses.

Also in this April issue is the 2015 Business Healthcare Services Guide — a comprehensive reference for healthcare-related services in the Valley, which is available online for a full year.

This issue may prompt you to reflect on your health and well-being, but there is also the usual full complement of content of topics to help business in our community grow and prosper. Enjoy reading the articles in this issue of In Business Magazine.

CONNECT WITH US:

Peter S. Fine President and Chief Executive Officer Banner Health

Story Ideas/PR: editor@ inbusinessmag.com Business Events/ Connections: businessevents@ inbusinessmag.com

Healthcare and Business It is an important focus for business as mandated. Each year,

We want to thank Peter S. Fine and Banner Health for their

we at In Business Magazine make April our healthcare month to

leadership in healthcare locally and for directing this healthcare issue of

provide articles and our annual event for businesspeople to get

In Business Magazine. While there are great responsibilities for business

further informed on the subject of healthcare and how it can

owners, so too are there great challenges for hospitals, providers,

truly benefit business. The bottom line for a business can be

carriers and healthcare services companies. Banner is working hard

greatly affected by healthcare, so we have included a monthly

to assess the effects of the Affordable Care Act and truly optimize the

column on it and have focused several of our other columns

systems so that individuals (our employees) are properly covered and

within this issue on the subject of healthcare as well.

receive top medical care.

Let us know what you think of this issue of In Business Magazine. Email our publisher at feedback@inbusinessmag.com.

Over-usage of costly medical services, including unnecessary tests, could be costing billions of dollars. The American College of Radiology reported a few years ago that approximately 68 million CT scans are performed in this country annually, at a cost — according to numerous studies — that ranges from $695 to $900. Other studies find it’s possible that up to a quarter of these scans may not be necessary.

Marketing/Exposure: advertise@ inbusinessmag.com Visit us online at www.inbusinessmag.com

—Rick McCartney, Publisher

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VALLEY LEADERS SOUND OFF

Q:

FEEDBACK QUESTION: Let us know what you want to know from the Valley’s top business leaders. editor@inbusinessmag.com

For all past Feedbacks go online to inbusinessmag.com and see what Valley executives think on various business topics.

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I N B U S I N E S S M AG . CO M

What new healthcare policies or programs are you able to offer employers, to include in their employee benefits for their employees, that have been created since the implementation of the Patient Protection and Affordable Care Act?

PAUL BRESLAU

KRISTINE KASSEL

STEPHANIE R. WALDROP

President Breslau Insurance & Benefits, Inc. Sector: Employee Benefits

Owner Benefits by Design, Inc. Sector: Insurance

President Employee Benefits International Sector: Employee Benefits

There is a new, exciting healthcare development for employers in Metro Phoenix — Redirect Health. Using its private network, a low-cost Minimum Essential Coverage (MEC) plan has been created. Requiring no co-pays or deductibles, this plan includes unlimited primary care visits, physical medicine and injury visits, and rehabilitation (including chiropractic). Labs, X-rays, immunizations and pain management are also covered.

Facilities are located throughout the Valley and they are impressive. They offer same-day or next-day appointments, and promise patients a less-than-15-minute wait in the waiting room. And a 24/7 Concierge Visit-byPhone service with access to complete medical records often means even an office visit can be avoided.

The Redirect Health plan combines well with other self-funded or fully insured PPO options. Any employer can benefit from this customized strategy.

Starting the process now is ideal for employers with 50 to 99 employees who are obligated to offer insurance starting January 2016. Finally, larger employers who implemented wellness-only MEC plans last year would be wise to consider this option.

There are a few policies that were already around prior to the ACA, but they have become more expanded to work with the employer health plan that currently exists. One of the plans is a wellness program employers can offer their employees. Almost all of the health insurance carriers offer wellness benefits to their policyholders, but now there are separate plans employers can purchase that can sometimes even enable the employees who participate in the programs to save money. There are also some discounts through the ACA program that are available to the employers who offer these wellness plans.

In addition, telemedicine plans have become very popular. An employer can add these to the group health plan. The main benefit is, most of the health plans today have high deductibles — but if a telemedicine plan is also in place, the employees can utilize access to physicians and nurses by phone or online to discuss minor symptoms. And some of the plans have access to prescriptions at a reduced cost without the patient having to physically go to the doctor.

The healthcare industry has seen a veritable wave of innovation in response to the legislation. These are just a few: Alternate Funding Solutions provide a 4 to 6 percent savings in the taxes/fees due to healthcare reform. Many programs provide financial protection comparable to traditional plans. The employer may receive money back if the plan performs well.

Pooled Purchasing Arrangements allow employers who have from 10 to 300 benefit-eligible employees to leverage the buying power of an entire industry, achieving lower administrative cost, lower renewal increases and much stronger stability in their healthcare benefits.

Accountable Care Organizations (ACOs), now offered by many insurance carriers, provide savings ranging from 8 to 15 percent.

Although they limit access to care over traditional PPO models, they can be offered alongside traditional PPO plans to give employees another option.

Alternatives to traditional primary care providers and enhanced wellness programs that truly engage employees in healthier lifestyle choices round out the top five trends.

Benefits by Design, Inc. benefitsbydesigninc.com

Employee Benefits International employeebenefitsinternational.com

Kristine Kassel is the owner of Benefits by Design, Inc., an insurance brokerage company that represents several insurance carriers for diversified lines that include health, dental, life, long-term care and disability insurance. Her industry involvement includes serving on the Arizona Department of Insurance Stakeholder Group, the Uniform Health Application committee and the Arizona Exchange Committee and Rate Review committee.

Stephanie Waldrop brings 16 years of executivelevel insurance industry experience to her role as Arizona President of EBI. She specializes in providing employee benefit consultative and brokerage services for mid-size to large employers.

Her strategic planning with employers is aimed at long-term employee benefit solutions, enabling employers to offer competitive benefit programs, control cost and offer compliant programs.

Breslau Insurance & Benefits, Inc. breslauinsurance.com Breslau Insurance & Benefits, Inc. helps employer groups with health insurance and benefits, offering prompt service, expert knowledge, and value-added services such as employee benefit websites. The company represents the major insurance companies for medical, dental, vision, life and 401k.

Sign up for the monthly In Business Magazine eNewsletter at www.inbusinessmag.com. Look for survey questions and other research on our business community.

QUICK AND TO THE POINT

BYTES

Zen with Info UpdateZen, a mobile-first status reporting solution, provides CEOs, executives and business owners the easiest way to stay updated on the key things their people are working on. The application relieves information overload by significantly reducing the amount of non-critical information executives and team leaders routinely receive, and presents them only what they need to know. Recently launched, UpdateZen is offering a free 30-day trial to new users. updatezen.com

Sales Recruiting Time to Hire uses proprietary keyword algorithms to comb through the 130 million resumes on CareerBuilder, Monster and other job search sites to find and match qualified commission-based sales reps to major companies, including Time Warner, Home Depot, Comcast, Verizon, Sears and many more. This reliable resource has proven to be a useful tool for HR and other corporate hiring managers. timetohire.com

Travel Assist The “Human App” from Protravel International — the travel industry’s premier luxury travel agency — takes the headache and frustration out of travel when storms or other disasters hit and customers are most in need of assistance. It’s a high-touch, live network of more than 1,000 travel agents working diligently around the clock to get their clients where they need to be. Further enhancing Protravel agents’ ability to serve as their clients’ best defense against these flight interruptions is actual technology deployed among the agents so they may proactively assist clients in rebooking travel before the situation arises, rather than merely acting as first responders in its aftermath. protravelinc.com

Living High-Tech

A condominium project in DC Ranch’s Silverleaf neighborhoods is bringing many sophisticated features to the Arizona market. “Our whole vision was how to use technology to make things more comfortable, more efficient,” says Tanner Luster, president of Scottsdale-based Cypress Development Group, which is developing the $350-million Sterling at Silverleaf community.

A first of its kind on the West Coast is the Automated Robotic Valet, a secure, state-of-theart, fully robotic parking garage valet system. The innovative system uses omnidirectional, batterypowered robots and a robotics guidance system to carry vehicles parked on self-supporting steel trays — not a rack-and-rail system — to and from storage spaces. The system includes a camera that scans the car, “to make sure you’re not leaving a kid or a pet in it,” Luster says. The driver parks the car on the tray, which is recessed into the concrete so there’s not even a bump, then a robot slides under the tray, picks it up and pulls it away — and brings it back to the homeowner at the touch of a button. Because the car stays on the tray, there are no damage or privacy issues that may come with valet drivers, Luster points out.

Each villa has an integrated automation system controlled from either of two iPads as well as handheld remotes and touch screens. This controls every element in the home, from lighting, heating and cooling, and window coverings to audio, video and wine room temperature. This also features a proprietary eco-mode app that dims the lighting in the home to 80 percent of full power levels, which Luster notes is a visually imperceptible difference but saves 20 percent on the energy bill. Recognized for sustainable building techniques and features overall, the project is LEED-certified at the gold level by the U.S. Green Building Council and the National Association —RaeAnne Marsh of Homebuilders.

Sterling at Silverleaf sterlingatsilverleaf.com

Photos courtesy of Sterling at Silverleaf (left, top and middle)

VISUALIZE

Webinars: Healthcare Knowledge & Compliance Burnham Benefits, a modern employee benefits and insurance services company, has produced webinars to help business owners and managers comply and understand various regulations, fees and policies as they relate to the Patient Protection and Affordable Care Act. It applies a unique blend of expert knowledge, personal service and proactive planning to create proven strategic solutions and promote a culture of wellness for its clients, and offers many webinars (on a range of subjects) for potential customers to view as well. burnhambenefits.com/news/webinars

According to the latest monthly report on the local housing market from the W. P. Carey School of Business at Arizona State University, condos and townhomes continue to gain a larger share of the market. research.wpcarey.asu.edu

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QUICK AND TO THE POINT

BY RAEANNE MARSH

East-side Employment Hub Mixed-use development Rivulon is a major employment hub taking shape on 250 acres along the Loop 202 in Gilbert. The $750-million business district will include 3 million square feet of Class A office space and 500,000 square feet of retail and hospitality uses. Currently under development is the three-story, 150-square-foot world headquarters for leading health and wellness company Isagenix International; a fourstory, 125,000-square-foot Class A speculative office building; two 60,000-square-foot office buildings; and a soon-to-open 45,000-square-foot LA Fitness.

The project is being developed by Nationwide Realty Investors, the real estate development affiliate of Columbus, Ohio-based, Fortune 100 company Nationwide. NRI has been active in Arizona since 1987. rivulon.com

Grand Plans for Papago Lincoln Property Company has been selected to develop the final phase of one of the largest business parks in Arizona, The Grand at Papago Park Center, a 60-acre, high-profile, urban mixed-use property on the last developable parcel within the 350-acre Papago Park Center. At build-out, The Grand will have a total of 1.8 million square feet of Class A space in six buildings.

The project will include pedestrian-friendly multiuse paths along the Grand Canal and throughout the campus. When combined with Papago Park Center’s existing 3.3 million square feet of mixed-use projects, there will be more than 6.5 million square feet of urban development and approximately 20,000 employees and residents. thegrandatpapagoparkcenter.com

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Nekter Markets Healthier Lifestyle Educating their target market is part of Alexis and Steve Schulze’s strategy for marketing their Nekter Juice Bar stores, which recently opened its sixth in the Phoenix area. “Our most effective method is engaging in the communities,” Steve Schulze says, citing elementary schools and such health-related businesses as yoga and pilate studios as prime opportunities and explaining they set up a tasting table and educate people about what the fruits and vegetables do for their bodies. With a product that uses only all-natural ingredients, Schulze says their goal is to reinvent juice and inspire people to live a healthier lifestyle.

After founding their company in California in 2010, the Schulzes chose Arizona for their first venture out of state. The decision was partly based on pressure from family and friends in the Phoenix area who “had been asking for quite some time for a Nekter,” according to Alexis. But

also, Steve says, “The No. 1 social media request [for a location] was in Arizona.”

Financing their venture initially from their savings, the Schulzes were able to secure an SBA loan that enabled them to grow to six stores. There are now 50 across the West, with a concentration in Arizona where the Schulzes expect to have 12 to 15 in the next 15 months. Commenting on the business-friendly environment, Steve says. “From costing and processing standpoints, with city planners, contractors and builders, Arizona is by far the —RaeAnne Marsh best state to work with.”

Nekter Juice Bar nekterjuicebar.com

Business Means to Stop the Bullets

In a situation where a gunman bursts into a public space and begins random firing, people’s instinct is to duck for cover behind furniture.

Jeffrey Isquith, president and CEO of Ballistic Furniture Systems, wants to be sure the furniture can actually stop the bullets.

He recalls being in Tucson the day after the Gabby Giffords shooting and realizing that shootings seem to often happen in public spaces, “and there is nothing in that space to protect the public.” Taking his background in the architecture and interior design furnishings world, he reached out to manufacturers of products for commercial spaces. Then, also having familiarity with the technology available to protect law enforcement and military, he consulted people he knew in the ballistic world regarding “how far technology has come to be able to stop a bullet with something fairly thin, fairly light, that can be put into a seat back, for example, or a work station wall.” The result is Amulet, a thin, light, moldable product that works with a manufacturer’s product.

Established in 2011, Ballistic Furniture Systems is the pioneering manufacturer of ballistic protection for public spaces and was recently honored with the Venture Acceleration Award from the law firm of Fennemore Craig.

Amulet I and II can protect against handgun fire up to a 44 Magnum, which, Isquith says, is “90 percent of what you run into in the market.”

Amulet III protects against battle-rifle fire.

Ballistic also offers an “E” Kit to upfit existing office systems.

Ballistic’s strict quality control — which Isquith says is “more like life-saving control” — follows a rigidly adhered-to chain of custody with everything coded to ensure traceability.

Isquith says, “We start with the fibrous material, and track every step from our hands to the hands of our customers, the manufacturers, who also must trace each step.”

Keeping the entire manufacturing process in the U.S. is critical, he says. Explaining, “Overseas, there’s no guarantee of any traceability, authenticity, or that it’s been tested,” he notes that means its performance is unknown.

Referring to shooting tragedies such as Sandy Hook Elementary School and the Navy Yard, Isquith says, “This business was not started as a company; it was started as a mission to protect —RaeAnne Marsh people.”

Ballistic Furniture Systems, Inc. ballisticfurnituresystems.com

The seasonally adjusted unemployment rate in Arizona dropped one-tenth of a percentage point from 6.6 percent in January to 6.5 percent in February, according to the latest report from the Arizona Department of Administration’s Office of Employment and Population Statistics. Over the year, Arizona’s Nonfarm employment increased by 71,500 jobs (2.8 percent).

Photos courtesy of Rivulon (left, top), The Grand at Papago Park Center (left, bottom) and Nekter Juice Bar (right, top)

GET REAL

METRICS & MEASUREMENTS

BY RAEANNE MARSH

Employers, Employees and Workplace Violence

A safe work environment is the goal, but there are challenges Workplace violence affects nearly 2 million American workers every year — more, actually, as that is just the number of incidents that are reported. According to Jessie Atencio, assistant director and consultation and training program manager for the Arizona Division of Occupational Safety and Health, violence can occur at any workplace, and he notes it is the responsibility of each employer to provide his employees a safe workplace.

ADOSH provides consultation and training to help employers address potential hazards. It also works from the enforcement standpoint — and can cite employers with fines from $7,000 to $70,000. “The fine really jumps if there is willful intent,” Atencio says, explaining this may apply if it can be shown the employer knew there were hazardous conditions or if conditions met specific citations in OSHA or ADOSH. Conditions at a specific site may be evaluated by comparing with other sites in the industry. For instance, an owner of a late-night establishment could be cited if one of his stores did not have bullet-proof glass while others did.

It’s important for employers to have a zero tolerance policy toward hazardous conditions and behavior such as bullying and not reporting incidents of badgering, and build in accountability. “Everyone must be held to the same set of standards, even if an individual is a high performer or has a title,” Atencio says. Among those most vulnerable are nurses, utility workers, taxi drivers, letter carriers and those who work alone or at night, but all employees should be encouraged to report incidents of bullying or when they feel they’re in a hostile situation.

Potentially hazardous situations may be internal — employee to employee — or external, where there is interaction with the public, but Atencio notes employers may not shield themselves with the mantra “the customer is always right” — “The employer has a responsibility to the employee,” he affirms.

There is also the concept of “near misses,” which Atencio uses the example of Raytheon to illustrate. “Raytheon is one

of the larger companies that does a lot of work with their employees,” he says. And they try to be proactive rather than just reactive, dealing with situations where employees were not hurt but could have been.

ADOSH offers free consultation and training programs to all employers and businesses in Arizona (except Native American businesses and the U.S. Post Office, as those are covered by the federal agency, OSHA). This includes educating them as to best practices from other businesses and what they should look for in their worksite environments.

Arizona Division of Occupational Safety and Health ica.state.az.us/ADOSH/ADOSH_main.aspx

Sobering Stats on Workplace Violence ■■ In 2013, violence accounted for 1 out of every 6 workplace fatalities while transportation accounted for 2 out of every 5 work-related fatalities.

■■ According to the Bureau of Labor Statistics, the preliminary data for 2013 shows that 753 workers were killed as a result of violence and other injuries by persons or animals, including 397 homicides and 270 suicides. The work-related suicide total for 2013 was 8 percent higher than the 2012 total.

■■ Homicide is the second-leading cause of death for women in the workplace. In 2013, 22 percent of the 302 fatal work injuries to women were homicides, compared to 8 percent for men.

■■ Shootings were the most frequent manner of death in both homicides (80 percent) and suicides (47 percent).

■■ The Bureau of Labor Statistics’ Census of Fatal Occupational Injuries reported 14,770 workplace homicide victims between 1992 and 2012.

■■ From 2003 to 2012, more than half of the workplace homicides occurred within three occupation classifications: sales and related occupations (28 percent), protective service occupations (17 percent), and transportation and material moving occupations (13 percent).

ADOSH publishes a quarterly newsletter, “ADOSH Advocate,” that contains educational information as well as a training calendar. Two training programs are “Violence in the Workplace” and “Preventing Violence in the Workplace.”

Elements of a good workplace violence program break down into four parts: Management & Employee Involvement with Commitment — Both need to be a stakeholder in the program to ensure it is being implemented and carried out the way it was drafted. All are accountable.

Worksite Analysis — The employee should evaluate the workplace for risk and determine what controls to use.

Hazard Prevention & Controls — After the analysis is completed, determine what controls are going to be used. ADOSH/OSHA use the hierarchy of controls: Engineering, Administrative or Personal Protective Equipment.

Training — Training is paramount for the success of the employee’s understanding of the program. It should be given initially and be ongoing throughout the employee’s term with the company or business.

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INNOVATIONS FOR BUSINESS

TECH NOTES

Low-Tech Meets the Cloud Rocketbook is a simple paper notebook that, with the help of an iOS app, quickly and accurately captures images of pages and files them in cloud storage. The microwave-safe pages are also compatible with the off-the-shelf Pilot FriXion heat-sensitive pens. This allows users to reuse a Rockebook by erasing it in a microwave oven.

Joe Lemay started Rocket Innovations with the simple idea of letting people who love low-tech pen and paper be able to keep up with all the high-tech organizational technology. Rocketbook is now live on Indiegogo with a funding goal of $20,000 to assist in mass production and distribution. rocketboard.it

Real-Time Fraud Protection Emailage is a fraud prevention company that leverages the only truly global identity — email address — to determine the risk of a transaction. Using its proprietary machine learning algorithms, Emailage delivers an intelligent risk score that does not require the use of sensitive customer data. Since its founding in 2012, the Chandler-based company has tripled revenue year over year and helped hundreds of customers against various types of fraud: transaction, account opening, account takeover and loyalty. “In 2014, over $5 billion was lost to fraud due to account takeovers alone; as online commerce expands, fraud is a top-of-mind issue for most companies,” says Aydin Senkut, managing director of Felicis Ventures, which recently provided $38 million in funding to enable Emailage to expand its offerings and continue its global expansion. emailage.com

BY RAEANNE MARSH

Technology Levels the Playing Field

EZBZ uses technology and the Internet to create a marketplace for businesses that does not hinge on first-page Google placement or the most beautiful website. Consumers go to EZBZ’s site and simply post a query for a product or service, EZBZ identifies and notifies local vendors that offer the product or service via an email or text, and the vendors then have the opportunity to respond with a bid giving pricing and availability. Founder and CEO Shana Schlossberg explains the technology allows the customer to describe in his own way what it is he needs and then it finds every small business in his area that could fill the need.

Its patented artificial intelligence technology not only searches through all sources on the Internet to create a profile of the business, it contacts each business to verify it is still operating. Businesses can decide, “Do I want to take part? Can we meet the person’s price or time frame?” Schlossberg explains.

The key advantage to local businesses is being able to compete with large corporations even if they do not have a website, search ranking or advertising budget. Businesses pay $1 to respond to a customer’s request, or they can sell through EZBZ as “real-time commerce” for a flat $3 transaction fee. Trying to create an alternative to the ubiquitous “pay to play” model, Schlossberg says her intent was to truly level the playing field.

“There are businesses that have been operating for many years but don’t have a beautiful website or the tech savvy to be first on Google.” EZBZ’s method also helps businesses that are single operators — and cannot catch every phone call — to not miss opportunities.

“We’re growing at about 1,000 businesses a day,” Schlossberg says. The core growth is from the technology that finds the businesses and adds them to the data base — at no cost to the business — but there is also organic growth as organizations get involved.

Such a partnership was announced last month between EZBZ and Local First Arizona. Schlossberg says she met Local First Arizona director Kimber Lanning at a White House summit with the American Sustainable Business Council, and found they shared a passion to improve the odds for small business. They created a joint venture between EZBZ and LFA that enables users to identify LFAmember businesses, and, says Lanning, “When a consumer chooses a local business over a national chain, up to four times more money stays and recirculates in the local economy. Our partnership with EZBZ will help connect Arizonans with local businesses in a quick and easy way, offering value to our members and keeping dollars in the local economy. It’s a win-win for everyone.”

EZBZ myezbz.com

The ‘Secret Formula’ of App Success

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explains Professor Raghu Santanam, one of the study’s authors, who teaches in the Information Systems Department at the W. P. Carey School of Business. “For example, simply providing updates for an existing app can really add to its popularity.”

“Free app offers, high debut ranks, expanding into less popular categories, continuous quality updates and high user-review scores all have positive impacts on an app’s sustainability,” says Gun Woong Lee, a Ph.D. student who worked with Professor Santanam on the study.

Developers and sellers have the opportunity to change the features and characteristics of their apps

based on user feedback, and updating and improving the features in an app can help it stay on the charts up to three times longer. The study also found that each time a seller simply expands to a new app category, it bumps up that seller’s presence on the top-grossing charts by about 15 percent.

And perhaps not surprisingly, the researchers also discovered that free apps generally stay on the charts up to two times longer than paid apps.

W. P. Carey School of Business wpcarey.asu.edu

“Spring cleaning” is good for computers, too. Free at Microsoft stores (Chandler Fashion Center and Scottsdale Fashion Square) is a one-stop-shop Answer Desk for technical questions and troubleshooting. microsoft.com/en-us/store/locations/answer-desk

Photo courtesy of EZBZ (right, top)

Applications for mobile devices are proliferating at an almost-exponential rate. Many existing businesses have more than one, and some businesses are created specifically around an app. A study recently released from ASU’s W. P. Carey School of Business applies analytic research to replace the crystal ball, crossed fingers and specific-market research business owners and app developers may have been using, and have identified key elements of a successful app.

“More than 1,200 apps are released each day, and we found a number of ways to determine which ones would be the most successful,”

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wellsfargo.com Financing decisions based on credit qualification. © 2010 Wells Fargo Bank, N.A. All rights reserved.

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YOUR BENEFIT IN BUSINESS

WELL WELL WELL BY RAEANNE MARSH

: Digital Connection

Medical Taxi Service

Glasses Combat Migraines

PostOp Concierge, a Phoenix-based business partnership between Karl Frindrich, M.D., and the driver service RubyRide, is the Valley’s first medical outpatient car concierge service for pre-op and post-op needs. Patients will be able to arrive to their procedure on time and have their driver available within 30 minutes of notification when they are ready for discharge. “I first conceptualized PostOp Concierge when I noticed cases were being canceled frequently due to not having a ride or not adhering to pre-surgical instructions,” says Dr. Frindrich of his inspiration. “With today’s busier lives, the patient needs a driver care service one can rely on.”

This service affords patients reliable transportation as well as drivers certified in CPR, ADA and First Aid. In addition, trained providers from the company’s Home Safe Program are available to patients to assist with recovery, such as interpreting and performing post-op instructions. “This combination of services is intended to create a safer environment for the patient,” Dr. Frindrich says, “as well as reassuring them that they are progressing as expected.”

The PostOp Concierge service fits into the healthcare landscape of the Patient Protection and Affordable Care Act as it improves the quality and efficiency of healthcare. “Patients will make it to appointments on time, meaning doctors will be able to spend much more time with patients,” Dr. Frindrich says. “It also improves access to innovative medical therapies.” —Alexandra Lyon

Lighting, wellness and an

PostOp Concierge postopconcierge.com

Phoenix Children’s Hospital has unveiled its pioneering Connected Patient Project, which will provide a customized digital experience through not only a tablet in every patient room for patients and families to use during their hospital stay but also a mobile app for the Journey Board, an educational resource PCH provides families regarding postprocedure care once their child is released from the hospital.

Studies show that more than half of the patients at Phoenix Children’s have no access to a smartphone or tablet device while they are hospitalized, and this makes it difficult not only to stay connected to family and friends, but to access educational materials about their diagnosis and treatment plan. Launched with the support of the James M. Cox Foundation’s recent $200,000 grant, the project will benefit 13,000 patients annually. phoenixchildrens.org

employer’s bottom line — what’s the connection? certain types of lighting, such as fluorescents and computer screens, can negatively impact health by causing migraines, headaches, eye strain and exhaustion.

In fact, migraines alone are the culprit for American employers losing 113 million days of work each year, resulting in an annual loss of more than $13 billion.

Discovering that light could be triggering his wife’s chronic, debilitating migraine headaches, local entrepreneur Hart Shafer developed a pair of glasses with a therapeutic tint to filter out pain-inducing wavelengths.

Further positive feedback from friends and family who also experienced relief from lighting-induced headache, eye strain and fatigue led him to launch TheraSpecs. The Phoenix-based company now ships worldwide. theraspecs.com

Leveraging Company Healthcare In Business Magazine

THE NET EFFECT OF COVERAGE, PREMIUMS & BENEFITS

will present the fourth annual “The New Healthcare: The Net Effect of Coverage, Premiums and Benefits” event and expo at The Phoenician Resort on April 17. Three panels of local healthcare experts will speak on: Coverage — what businesses need to succeed; Premiums — leveraging costs and the bottom line; and Benefits — the power of prevention and wellness. The event will include an expo of local healthcare companies.

Tickets are $65. inbuisnessmag.com

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Often overshadowed by discussion of cost of healthcare insurance and access to care is a view of doctors as businesspeople trying to grow a successful business. This is where Tralongo, which specializes in dental practice acquisitions, puts its focus. Phoenix dentist Isaac LaVant, D.D.S., brings Tralongo’s model to Arizona with his recent development agreement with the Atlanta-based firm.

“We do everything a corporate office would do, such as bookkeeping and insurance validation,” says Chris Forneris, VP of business development. The firm is comprised of a team of dental, marketing, financial and business professionals, and partners with entrepreneurial dentists who are looking to grow their businesses by acquiring and operating multiple practices. “Younger doctors come in because they are hungry and want more offices. Older doctors come in because they are looking for a better exit,” Forneris explains.

Taking professionals out of the chair and into management and ownership, the firm operates via a five-step process that trains partners, helps them find the right dental practices to acquire, assists in obtaining the appropriate financing, works with them during the transition from old to new ownership and helps maintain operational support throughout to maximize profits. Relating the experience of a recent alliance partner in Dallas, Forneris says the dentist went from one office to four in 20 months, not only doing just the procedures he wants to do but making more money and working less. Explaining his interest in being more in the managing director role, Dr. LaVant, who completed his dental degree in 2012, says, “After just a year of working in a dental office, I was sore, tired and just worn out, and couldn’t imagine my entire career being spent in the chair five days a week.”

Describing Arizona as a prime area for expanding within the dental industry, Ken Tralongo, D.D.S, founder and CEO of Tralongo LLC, says, “We are very excited to begin work with Dr. LaVant and help him acquire dental offices throughout Arizona.” —RaeAnne Marsh Tralongo LLC tralongo.net

A majority of Americans (66 percent) are concerned about their weight, with men aged 55-64 the most-concerned demographic (74 percent concerned), narrowly beating out women aged 18-34 (73 percent concerned), according to a recent study from A&D Medical. wellnessconnected.com

Photo courtesy of Photos courtesy of TheraSpecs (left, middle) and PostOp Concierge (right, top)

Dental Care Is Business, Too

Research has shown

LAW MATTERS TO BUSINESS

File this Under: The Complexity of Managing Personnel Documents Single files just won’t do, as businesses need to consider who sees what

By Mike Saucier

D. Samuel Coffman is an attorney with Dickinson Wright in Phoenix. He practices primarily in the area of employment law, including the representation of private businesses, tribal entities, including casinos and telephone companies, and municipalities. His practice emphasizes advising and defending employers in employment-related law and litigation.

Sherry Janssen Downer is a director with Fennemore Craig in Tucson. She practices in the areas of employment and labor law, commercial and business litigation, and professional liability, including representing companies in litigation before courts and administrative agencies on a variety of business and employment disputes.

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The basic management of personnel files used to be pretty simple: Collect some basic information and stick the files on a shelf somewhere. Today, the matter of collecting and storing private employee information is not as simple, even with the available option of going digital.

For example, today’s employers and human resources managers have to track immigration forms, Equal Opportunity Employment records, hiring records (including interview notes), payroll and tax records, medical records, investigation or litigation records. Those have to be separated from job descriptions and records related to promotions, demotions, discipline and termination, as well as performance evaluations, education and training documents and letters of recognition.

That adds up to a mass of files and hundreds of hours of storing, sorting and tracking.

So companies have to be on the lookout to ensure they are following the law and to avoid the increasingly common business mistake of not including the right information or of improperly storing their personnel files. “You can create the potential for litigation if personnel files are not properly maintained — litigation against private parties; but governmental entities could also bring adverse actions in some circumstances,” says Samuel Coffman of Dickinson Wright law firm in Phoenix. “The issue can get more complicated as companies move toward electronic storage.”

Sherry Downer of Fennemore Craig law firm, which has offices in Phoenix, Tucson and Nogales, represents companies on employment matters and helps them understand how critical it is to properly maintain files — from documenting employee performance to making sure that documentation is filed in the proper place and is accessed by the right people. “Documenting personnel matters, first of all, is especially critical. And once you’ve documented what’s going on, employers need to make sure that that documentation is properly maintained,” Downer says. “So the actual documentation and the maintaining of the personnel file is important because it impacts the employer’s ability to manage and discipline employees. Also, it affects their ability to make personnel decisions and can affect audits and employee claims.”

So it follows that if an employer fires someone, he’d better have documented a record of poor performance and properly

stored the file. Downer notes that juries aren’t typically sympathetic to companies whose personnel file management isn’t up to snuff. “I’m aware of past studies showing that 90 percent of jurors believe the company’s negligent if it does not properly document performance problems,” she says.

One of the more common mistakes made by employers, according to Downer, is the improper storage of medical and confidential files and restricting who has access to that information. “Some medical and confidential files should be kept separately from the regular personnel file, and then access to that medical confidential file should be restricted to those only with a need to know,” she says.

Improper security, maintenance and storage of medical files can be rife with potential legal nightmares. Coffman points out a potential discrimination claim could come from an employee whose employer had private medical information in a file and allowed a supervisor to access to it. The supervisor, acting on that medical information, might take adverse action against the employee as a result, opening the possibility of a legal claim by the employee.

In fact, Coffman cites the storage of medical records as the most common example of improper file storage. Smaller companies tend to “throw everything in sort of one bag,” he says. “Most problematic is the area of not keeping medical records separate. You can have problems that arise under federal regulations, which are HIPAA [Health Insurance Portability and Accountability Act]. So that’s a potential problem. If you do drug testing under Arizona law, those results are to be kept separate. So sometimes I think that people, particularly smaller companies, don’t look at the nuances of what goes in a personnel file and what doesn’t.”

How companies decide to store their files can vary. The key is being aware of and following legal requirements. Says Downer, “Employers often have their own unique file practices.

It may be paper, it may electronic, it may be a combination of both — but what’s most important is not necessarily the number of people overseeing the storage system but the actual maintenance, security and access requirements that are established and followed.”

Dickinson Wright dickinson-wright.com Fennemore Craig fclaw.com

Personnel File No-Nos The following documents should not be kept in the personnel file:

■■ Immigration Form (I-9) and related documentation ■■ Medical, insurance and benefits records and workers’ ■■ Equal Employment Opportunity (EEO) records compensation injury claims, such as medical questionnaires, ■■ Hiring records, such as subjective interview benefit enrollment forms and claims, and doctors notes ■■ Investigation or litigation records and court orders — in notes, employment test results and background checks

■■ Payroll and tax records

fact, court orders relating to child support or garnishments should also be maintained separately

The Society for Human Resource Management offers an audit checklist for personnel files. bitly.com/personnelfileaudit

The Cure for the

s s e n i s u Is B n i g n i t t e G Gear with the New ? e r a c h t l a He e

by RaeAnn

Marsh

COVERAGE

As the Patient Protection and Affordable Care Act continues to roll out, employers this year face a new accounting requirement in preparation for reports documenting their compliance that they will need to file starting in 2016.

Everyone must have healthcare coverage, and responsibility for compliance rests on both the individual and the employer. Key terms are “Minimum Essential Coverage” (MEC), which refers to the individual’s responsibility to have healthcare coverage, and “Essential Health Benefits” (EHBs), which are the elements all employer-sponsored health plans must include. There is some disparity between the two as far as specific benefits.

However, Quarles & Brady attorney Sarah L. Fowles explains that, while employers are not required to buy health insurance that is MEC, as a practical matter most employer-sponsored health insurance policies will qualify as such. The issue of EHBs is a little more complicated. “A ‘group health plan’ may or may not cover all essential health benefits, depending on whether it is a self-insured plan … or a fully-insured health plan,” she says, explaining there is no requirement that a self-insured plan cover EHBs, and a fully insured plan is only required to cover EHBs if it is offered in the “small group market.”

What’s important for employers to understand is, penalties revolve around the tax credit. If an employer does not offer any coverage as required, and at least one employee purchases healthcare through the health insurance marketplace and then gets a tax credit on that premium, the employer will be levied a fine. The employee’s eligibility to receive a tax credit hinges on his or her earnings being 100 to 400 percent of poverty level.

However, as long as the employer offers an “affordable” plan, the employee cannot get a tax credit.

The amount of the penalty is calculated per a formula that counts the number of employees in the entire company, and levied at $2,000 each. Companies with 51 employees may find it cheaper to pay the penalty, but larger companies can potentially save millions of dollars by offering a benefits plan rather than suffer the penalty — which is not tax deductible, nor can an employee waive it off. Employers may choose to offer more than one level of coverage, as long as all plans are available to every employee.

Filing proof of coverage will be required in 2016 for the 2015 calendar year. The new IRS-required reporting will address the Individual Mandate (Code Section 6055) and Employer Mandate (Code Section 6056).

Under Code Section 6055, individuals (employees) will be required to prove they and their tax-qualified dependents were covered by a plan that included Minimum Essential Coverage (MEC). The new Form 1095-B will be provided by the insurance carrier to each employee and their covered dependents for the time frame of the coverage, for plans that are fully insured.

However, employers that offer a self-funded plan can either complete the 1095-B or simplify the process by completing Part III of Form 1095-C — which is already required to be completed to meet components of the Employer Mandate (Code Section 6056) and as described below.

“Under Code Section 6056, employers with 50-plus Full-Time Equivalent Employees (FTEEs) will be required to report and transmit information about their plans and employees to the IRS to ensure conformity with the Employer Mandate requirements of the Affordable Care Act,” says Melanie Thomas, senior VP with Burnham Benefits. Under the Employer Mandate’s reporting requirements

Filing proof of coverage will be required in 2016 for the 2015 calendar year. The new IRS-required reporting will address the Individual Mandate (Code Section 6055) and Employer Mandate (Code Section 6056).

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“Under Code Section 6056, employers with 50-plus Full-Time Equivalent Employees (FTEEs) will be required to report and transmit information about their plans and employees to the IRS to ensure conformity with the Employer Mandate requirements of the Affordable Care Act,” says Melanie Thomas, senior VP with Burnham Benefits. Under the Employer Mandate’s reporting requirements (Code Section 6056), there are two forms that every employer should get very familiar with: Form 1094-C and Form 1095-C.

I N B U S I N E S S M AG . CO M

(Code Section 6056), there are two forms that every employer should get very familiar with: Form 1094-C and Form 1095-C. Employers must file Form 1094-C for each FTEE, which details basic information about the Applicable Large Employer Member.

This form is very similar to Form W-3 transmittals used to share payroll and tax information to the IRS. Another form employers will be responsible for is Form 1095C, which must be prepared for each full-time employee and provided to the employee by January 31 (very similar to the Form W-2 requirement). This must include information detailing the lowest-cost option offered to the employee, even if it is not the plan the employee has chosen. “It includes indicator codes to help the government determine how the employee was classified each month, such as whether the employee was not employed by said employer, was in a waiting period, or was enrolled in or declined to participate in the plan. Additionally, codes are used to determine if an employer offered MEC coverage with minimum value to the employee only, employee and spouse, children or both,” Thomas explains. If the information applies to all 12 months of the coverage year, the employer can simply check a box to indicate that. However, if the information is different for any month, then information must be specified for each of the coverage months.

Applicable Large Employers (ALEs) have until March 31 to file Form 1094-C electronically. And companies who file fewer than 250 of Form 1095-C have the option to file on paper, but with the earlier deadline of the last day of February (in 2016, that will be February 29).

Employers should be preparing to capture all the necessary information now in preparation for 2016. “These ALE’s should confirm the ability to capture required information in their payroll or benefit administration system or build the infrastructure to do so into their system. The ability to include the required indicator codes, and the ability to transmit the information to the IRS is extremely important,” says Melanie Thomas. She suggests employers partner with their employee benefits consultants, and begin communicating now with their payroll vendor, benefit administrator and other appropriate responsible parties sooner rather than later to ensure compliance and avoid costly penalties that may be incurred for inaccurate data or non-compliance with deadlines.

Employers must file Form 1094-C for each FTEE, which details basic information about the Applicable Large Employer Member. This form is very similar to Form W-3 transmittals used to share payroll and tax information to the IRS.

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POLICIES AND PROGRAMS

Choosing a policy means settling on a network of providers that will be available. Jeff Stelnik, senior vice president of strategy, sales and marketing with Blue Cross Blue Shield of Arizona, suggests employers consider the following questions when choosing what coverage to purchase: Does the carrier have a national presence (an aspect especially important for employers with multiple locations)? What is the reputation of the carrier, and how is it rated on such elements as customer service and satisfaction?

Will the plans meet the needs of a diverse work force? What is the ease of implementing the plan? And John Shufeldt, M.D., who serves on the board of managers of Arizona Care Network, suggests checking out the plan’s website to see what providers are on the policy’s panel. “You can have the greatest plan in the world, but if no doctors take that plan, you’re out of luck,” Dr. Shufeldt says.

Accountable Care Organizations is a relatively new option for employers.

The payer, healthcare provider and patient are all accountable and incentivized. Not only is it a lower premium if patients stay within the system, but ACOs offer a richer array of benefits — more hands-on patient care and connectivity with the provider because the provider has a financial incentive attached to the outcome. Touted as a breakthrough idea only a few years ago, networks are becoming more the standard than the exception since the passage of PPACA — a significant aspect being shared information and coordinated care.

Dr. Shufeldt believes collaboration and shared information will help reduce the cost of care, and illustrates this from his own experience.

“I work in ER at St. Joseph’s and I had a patient who had had an MRI at another MRI center — who said they could fax the report to me but couldn’t send the MRI. No doctor will perform surgery on someone’s head based on a report, so I had to redo the MRI.” This is where the technology of electronic health records is making a difference, granting access to critical information Another form employers will be responsible when a patient is receiving care. This may be an emergency for is Form 1095-C, which must be prepared room physician having access to complete health records when for each full-time employee and provided needing to prescribe medication and being able to know about to the employee by January 31 (very similar a previous bad reaction or interaction with other medications, to the Form W-2 requirement). This must a primary care physician having access to specialists’ reports, include information detailing the lowestor a specialist having information on the reason for a patient’s cost option offered to the employee, even if visit. “I believe communication among providers will aid in the it is not the plan the employee has chosen. process of delivering high quality and improving the value of the healthcare that’s being delivered,” says Mark S. Hillard, CEO of Arizona Care Network, noting, “The genesis of all ACOs

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forming is [an effort] to reduce cost, improve efficiency and make the patient experience better.”

And then there’s the concept of “narrow network,” developed by insurance carriers to more closely control cost by limiting the choice of providers, providing consumers a cost trade-off. While narrow networks come in a variety of iterations, all must meet rules regarding network adequacy: They need to have broad enough coverage across various aspects to be able to create a network, and that includes primary care, specialists and hospital.

But healthcare coverage is changing, and Bob Campbell, senior vice president of business development and chief strategy office of Phoenix Children’s Hospital, emphasizes the need to educate employers on the importance of thinking about those changes. “You no longer have everything in these policies, so you really do need to look at them in more detail.” For instance, if a policy seems attractive from a price standpoint, consider “how does that match up with the needs of your employee population? What are the potential gaps, and what is the cost of filling the gaps by having a more comprehensive network?” He believes part of the employer’s role is truly understanding the healthcare needs of the employees, and “thinking through with an advisor regarding the kind of policy they want and need, and what kind of policy the employer is willing to purchase or provide.”

Employees now want to be more empowered about their health insurance coverage, observes Stelnik. This has been fueling a trend to a defined contribution by the employer.

“The employer gives a fixed amount, and the employee can choose where to sign up — which is similar to the federal exchange,” he explains. Choices include an HMO product with a tighter network, a health savings account (HSA) program that affords full empowerment, and a lower-deductible PPO that allows an employee to buy up to richer program. “This allows the opportunity to make decisions more individualized at the employee level while giving the employer a better line of sight into the company’s financial obligation. The contribution is the same across the board, and is therefore more stable and consistent.”

“It’s more a long-term discussion about the employer building a relationship with the carrier based on wellness programs,

Another trend is the proliferation of private healthcare exchanges being offered by a variety of types of companies.

One recently launched by Arizona-based Lovitt & Touché, founded in 1911 and now one of the nation’s largest insurance brokerages, offers employers more control over their health insurance options while providing employees with more levels of coverage to suit individual needs. “The employer sits with us and we build them a ‘store’ of products,” says Senior Vice President Doug Adelberg, explaining the review involves comparing advantages and disadvantages of offerings from various carriers rather than choosing simply based on rate.

The wide choice overall essentially neutralizes the rate differences, he says. “It’s more a long-term discussion about the employer building a relationship with the carrier based on wellness programs, customer service, provider network and funding flexibility — fully insured, self, level or captive.”

It is built on the defined contribution model to give the employer cost predictability, and Adelberg says its key components are decision-support software and employee communication and education. “It’s not just a website,” he says. “We interview the employees about family, utilization of healthcare and risk tolerance. They receive a customized recommendation that meets their specific, unique needs.”

Comparing the shopping process to Amazon, Adelberg says the employee can take the “virtual gift card” with the employer’s contribution and fill his cart with his coverage choices. “It teaches employees consumerism.”

David Berg, D.C., chairman of Redirect Health, believes employers can also control costs by placing greater emphasis on providing healthcare to those individuals who use it most.

Explaining this rather counter-intuitive approach, he says, “It is generally accepted that 10 to 15 percent of a company’s health plan members will spend 65 to 85 percent of all the healthcare dollars. Identify these people before they get sicker, give them a personalized plan of action and then the support that they need so that they believe they can actually execute their plan, and keep them out of the hospital, and huge savings result every time.” He developed Redirect Health to provide low-cost data analytics and software monitoring and tracking to enable businesses to implement this approach, which he had used successfully for several years with his Arrowhead Health Centers.

Dr. Berg notes also that having actionable data — which includes quality and pricing information at the time care is needed — can enable an employer to lower healthcare costs in the future as well as the current year. “It’s important to have the data in real time, and understand your plan so everyone knows their own responsibility.” He suggests every employer ask their broker or insurance company about premiums and pricing — who owns it and can they get their own data. HIPAA regulations is the defense commonly given for not providing the data, but Dr. Berg says that is a misreading of the law. “The law says you can’t have retribution because of the data.”

customer service, provider network and funding flexibility — fully insured, self, level or captive.”

—Doug Adelberg

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BENEFITS The correlation between an employee’s physical and mental well-being and productivity at work is not a new concept. What is new is the widespread attention to this area of healthcare since passage of PPACA. In fact, Humana’s Victoria Coley, vice president of the Employer Group for Arizona and Nevada, says, “We’ve gone from being a claims payer to being a wellness company.” Citing a report in the Journal of Occupational and Environment Medicine that the business impact of health insurance claims on productivity was a staggering $164 billion per year, she says that, in addition to impacting the claims cost to the employer, “As we identified where the issues were as a carrier, we wanted to make and impact of people’s lives and give them tools and resources.” Part of that effort is a recently launched first-of-its-kind program with Weight Watchers International to address the rapidly growing issue of obesity and its health-related impact.

For all Humana members in qualified employer-sponsored health plans, Humana will pick up the cost of the Weight Watchers program for six months, and then offer the next six months at a discount — and repeat the offer each year when the employer’s plan renews. Noting that individuals are increasingly trying to take accountability for their health but may not have the means to follow through, Coley says, “We have to do something to jump start people being able to have accountability for this.”

Another route for business is to offer employer-sponsored, voluntary non-insurance benefits. “This is a way to add value to employees’ benefit program with little to no cost on the employer’s side,” says Lenny Sanicola, senior practice leader of Professional Development for nonprofit human resources association WorldatWork. “The employee picks up the cost, with the benefits offered through a payroll deduction.” What the employer brings to the arrangement is leveraging volume of individuals to provide them access to programs or rates that are not available in the individual marketplace. Most, at first, were supplemental to core benefits, but with the recession, there was a tightening of the belt that led to an uptick in voluntary benefits offerings, Sanicola relates. This is cost effective for the employer, as the only cost is administrative.

Sanicola notes that another opportunity is coming up for employers concerned about the “Cadillac Tax” that will take

effect under PPACA in 2018 — they can choose to not offer as rich a benefit, but supplement in voluntary benefits.

And these are generally portable — the individual can take the benefits with him when he leaves the employer, oftentimes at the same discounted rate.

As vendors and providers in the exchange marketplace have enhanced their programs, they have been adding to their voluntary benefits portfolio, and, Sanicola says, “We can expect to see more as private exchanges become more popular.” While these voluntary benefits can be anything — from pet insurance to prepaid legal — there is still more opportunity for health-related care. In fact, A 2014 study released by Corporate Wellness 365™, a division of Spafinder Wellness, Inc., shows that if businesses concerned about healthcare costs want employees to live healthier lifestyles, they need to offer access to a wider range of activities that go far beyond traditional gym memberships.

This is the realm that John Richards, CEO of chiropractic clinic The Joint, says he is already eyeing. Chiropractic is increasingly considered part of the healthcare continuum, especially for back pain — chiropractic currently represents about 25 percent of the more than $50 billion spent annually on back pain, according to Richards, who says the general consensus among the medical community is that back pain is best treated by the chiropractor’s repeat, non-invasive approach. But, “restrictive codes on insurance lead to co-pays that are more expensive, and insurance allows only so many visits,” Richards says, explaining the advantage of non-insurance package plans as a supplement benefit to healthcare insurance. “We’re beginning to reach out to businesses to make them aware of this.”

Dr. Shufeldt notes that benefit design is an important factor for both the employer and the employee. “A lot can be done to help guide patients to the best source of care,” he says.

For instance, the program can be designed to make it easier to get routine maintenance care, but have a higher cost for going to the ER or out of network. He also suggests rewarding individuals who are trying to change — not necessarily the ones who are healthy but the ones who are working on their health. Employers can use biometric screening to identify patients who are at risk, and give incentives to lead healthier lives, such as covering more of the health insurance cost or having a differential co-pay.

The bottom line on coverage and benefits is, employee benefits are valuable as both an attraction and retention tool, and employees continue to view healthcare benefits as first and foremost in importance. And even the most cynical, numbers-crunching employer acknowledges the productivity impact of a healthy work force.

Arizona Care Network

azcarenetwork.org

Blue Cross Blue Shield of Arizona azblue.com Burnham Benefits burnhambenefits.com Corporate Wellness 365 corporatewellness365.com Humana humana.com The Joint Corp. thejoint.com Lovitt & Touché lovitt-touche.com Phoenix Children’s Hospital phoenixchildrens.org Quarles & Brady LLP quarles.com Redirect Health redirecthealth.com WorldatWork worldatwork.org

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BUSINESS DEVELOPMENT

RECOGNIZE EMOTIONAL DRIVERS

Mixing the Perfect Sales Cocktail

ISOLATE HOT SPOTS ASK WITHOUT ASKING

Sales success requires being willing to learn, grow and change — always keeping the human element as the main ingredient

MAKE IT COMFORTABLE SELL YOURSELF

by Anthony Caliendo

Anthony Caliendo is the author of The Sales Assassin – Master Your Black Belt in Sales. His success over the past 25 years in generating hundreds of millions of dollars in sales revenues and training thousands of sales pros in various industries he attributes to having learned to look ahead, read and understand the trends and dynamic forces that will shape the sales business in the future and to move swiftly to prepare for what’s to come. He is currently president and CEO of Caliendo Foods & Imports, Inc.; owner of Light ’Em Up Cigars in Delray Beach, Fla.; and global vice president of Sales & Marketing for JVM Sales Corp./ Milano’s Cheese.

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Sales can be complicated! Even career sales professionals find being a good salesperson can be frustrating and complex. Different factors contribute to sales complexity: being able to find the right lucrative opportunity, having access to the right resources, selling the right product or service that appeals to businesses and consumers, developing effective lead generating techniques, and learning how to navigate through a complex sale. I have watched sales professionals expend an enormous amount of energy making sure all these aspects align so they achieve the success and income they desire and deserve.

One factor in achieving sales success that is the absolute most essential but most frequently ignored is the “human factor.” The two most important and critical components to a successful sales process are the individual salesperson and the individual customer, no matter what the product or service being sold.

As humans, we have different personalities, tendencies, habits and quirks that can simplify or utterly complicate sales. At the end of the day, salespeople must recognize that when all of the other variables in the sales process are stripped away, the two constants that will always dictate sales success or failure are who is selling and who is buying. Accept this fact and sales suddenly becomes less complicated.

Why? Because now sales is all about your desire to sell and their desire to buy.

With literally thousands of different sales techniques and philosophies that salespeople attempt to master, we find ourselves using trial and error, sampling

and tasting until we think we’ve mixed the right sales cocktail that will increase our closing ratios. However, as a sales leader, coach, and the “Ultimate Sales Assassin,” I have found that the most effective sales techniques to produce results and achieve desired outcomes focus on the human factor and the emotions that drive desired behavior. These are: ■■ Make an impression.

■■ Make connections.

■■ Build relationships and build trust.

This requires that salespeople perfect the techniques that get them in front of their potential customer and make them likable and, above all, persuasive.

THE TOP FIVE SALES TECHNIQUES #1 – Sell yourself. My one universal concept that never varies or wavers no matter if the sales business is B2C, B2B, retail, real estate, insurance, technology, securities or manufactured goods: Selling is not about selling your product or service; it’s about selling yourself. That doesn’t mean the salesperson doesn’t need product knowledge or doesn’t need to create value to influence the close. But consider this: Having an A+ product with A+ product knowledge means nothing if the salesperson can’t even advance to the presentation.

First and foremost, the salesperson must think of himself as his product. And what attracts consumers to a product?

The packaging, its features, its price, its guarantees. Manufacturers design and market their goods with consumer appeal uppermost in their mind. A salesperson must market himself in the same manner.

The recently released 21st annual Sales Performance Optimization study by CSO Insights, which gathered data from 1,000-plus companies worldwide, reveals that sales results can be dramatically improved by combining sales process and customer relationships. …

BUSINESS THINKING After all, the salesperson is the manufacturer of his product, which is himself, and he can attract the buyer to himself by dressing for success and channeling confidence and charisma from within. It’s important to make an impression. Be unique. Be distinctive. Be remembered or be forgotten. Remember the saying: “You only get one chance to make a first impression.” #2 – Make the prospect comfortable. There’s a fine line between confidence and arrogance, persistence and annoyance, being knowledgeable and being a know-it-all. A salesperson must know where and when to draw that line. It is critical that the salesperson make the customer want to engage with him and do business with him. Even with today’s online researching and buying trends they will not buy from a person if they do not like him and trust him. #3 – Master “The Art of Asking Questions Without Asking.”

A salesperson must make a connection with his buyer. This starts with getting the buyer off the defense and extracting as much information as possible in order to assess his needs — without him even realizing it. The best advice to new salespeople is, learn how to open up the dialogue and then learn how to listen. Listening is a skill; not everyone is born with the ability to listen. But to improve sales skills, a salesperson must learn and practice listening skills. Having smoothly gathered all the info needed for the closing arsenal, the salesperson can then move into the close.

Remember: LISTEN and SILENT are spelled with the same letters. Think about it. #4 – Isolate the buyer’s hot spots. Create value, create need and create solutions for the potential buyer. In today’s buying cycle, the vast majority of buyers have done their online research before they ever speak to a salesperson. They asked for recommendations, they’ve Googled the company and even the salesperson himself, and they have decided that they want to hear his pitch. It will be a mistake to waste their time — an effective salesperson will hone in on what is actually important to them and then be prepared to give them the solutions they are looking for, not a pitch he’d been preparing for months.

That’s not to say the salesperson shouldn’t have his big pitch ready; a Sales Assassin is always prepared to change course to meet the buyer’s needs. The buyer knows his problem, but a good salesperson has the solution. A buyer may be very clear that he needs to purchase ABC, but a good salesperson is prepared to explain why XYZ is the real solution for the need. This is not to be confused with up-selling; cross-selling is solving problems the client may not even realize he has, or known that the particular salesperson could solve. Refer to #3: LISTEN. #5 – Recognize emotional drivers and negotiate accordingly.

A good salesperson should not be so preoccupied with his own goal to reach the finish line that he fails to identify his potential buyer’s signals.

His focus should be pitching a product to the prospect to solve that prospect’s problem — not to solve his own. So when the prospect is giving clues as to what he may be thinking or feeling, the salesperson needs to recognize that this is what drives him to make his final buying decisions. In reality, we all know salespeople do have to solve their problems: meeting quota, a family to support, a sales manager watching their every move.

But that’s the salesperson’s problem, not the client’s. Once a salesperson makes his problems the client’s, he is sure to lose the relationship and the sale. So tune in and negotiate accordingly.

Once a salesperson has solved the client’s problem, he is that client’s hero — and go-to sales rep.

The Sales Assassin, LLC thesalesassassin.com

People Leadership According to a Gallup poll, more than 70 percent of the American workforce today is “unengaged” — which means that most of the people in an organization are only showing up to work to go through the motions and collect their paycheck. But there’s something employers can do to change that. In People Leadership, Gina Folk covers 30 proven techniques that she learned and utilized during a 25-year career managing people at a Fortune 500 company. Using Folk’s practices, any individual charged with managing or supervising others at any level can learn to re-engage his employees and improve his company’s productivity — and become the boss he’s always wanted to be.

Title: People Leadership: 30 Proven Ways to Increase Employee Engagement and Get Results Now Author: Gina Folk

Price: $24.95

Publisher: She Writes Press

Available: 4/22/2015

The Power of Being Yourself By sharing his own experiences — and candidly exploring high-stakes business decisions along with many personal triumphs and tragedies — Joe Plumeri explains that the secret to success is found not in boardroom strategy or corporate philosophy, but rather in allowing passion, purpose and true emotions to inform one’s approach and guide one’s relationships. His book is a timely wake-up call in a world where heartless electronic communication too often takes precedence over genuine connection. Plumeri reveals that if we can live in the moment and be honest and true in our emotions, the effect carries over into how we live all facets of our lives.

Title: The Power of Being Yourself: A Game Plan for Success—by Putting Passion into Your Life and Work Author: Joe Plumeri

Price: $24.99

Publisher: Da Capo Press

Available: 4/14/2015

Pages: 240

The Real-Life MBA The acclaimed authors of Winning show how to galvanize performance, unleash growth, build “wow” teams and create a fulfilling career — and have fun at the same time. In an economy that is changing so rapidly it can feel impossible to keep up, questions abound. Experts espouse theories and concepts, but when it gets right down to it, winning in business is all about mastering the gritty, make-or-break real-life dilemmas that define the new economy, the old economy and everything in between. In The Real-Life MBA, Jack and Suzy Welch provide that guidance, drawing on their experiences over the past decade working closely with businesses of every size and in every industry around the world.

Title: The Real-Life MBA: Your No-BS Guide to Winning the Game, Building a Team, and Growing Your Career Authors: Jack Welch and Suzy Welch Publisher: HarperCollins Publishers

Price: $29.99 Available: 4/14/2015

… “When companies implement a dynamic sales process and also focus on deepening the relationships they have with their customers, they can turn ‘how’ they sell into a competitive advantage,” notes Jim Dickie, managing partner of CSO Insights. “For these companies, which represents 27 percent of the overall survey population, we found that their revenue plan attainment was nearly 90 percent.”

Pages: 256

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INVESTING IN COMMUNITY

The Real Impact of Impact Investing BEYOND FUNDRAISING PHILANTHROPY Today’s nonprofits can no longer rely on charitable donations alone. “Nonprofits need to maximize the effectiveness of their charities by doing good business,” says Jacky Alling of the Arizona Community Foundation.

A social enterprise can be a new potential revenue stream: a for-profit arm of the organization, which can be bolstered through accelerator programs.

Easter Seals of Central Texas, which serves children and adults with disabilities, partnered with the Greenlights accelerator program, which made a three-year financial commitment to support the Easter Seal’s social enterprise, an LLC expected to employ 1,000 of the nonprofit’s adult clients in the lawn maintenance and landscape business.

Accelerator programs give nonprofits: • Access to thought partners and business leaders and access to Social Venture Partners mentors who assist with planning and growth strategy.

• Practice pitching their products and services in a clear, convincing way to attract funders.

Richard Tollefson is founder and president of The Phoenix Philanthropy Group, an Arizona-based international consulting firm serving nonprofit organizations as well as institutional and individual philanthropists.

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Executive board members looking to diversify their nonprofit organization’s revenue streams may want to consider a secret weapon: the impact investor

by Richard Tollefson The Desert Botanical Garden of Phoenix relies heavily on one critical natural resource: water. For years its plants were nurtured with the same high-demand, potable drinking water running from residents’ taps. The environmental and cost-saving solution: non-potable water from the adjacent Salt River Project canal, offered to the “turf” industry at a 60-percent discount by the city, saving the Garden $80,000 annually. The problem: a capital equipment cost of $375,000 — money the nonprofit didn’t have.

“The Garden’s board is debt-averse,” says Ken Schutz, the Dr. William Huizingh executive director of Desert Botanical Garden. “In general, we raise funds first and then implement projects. Though the project was a great idea, there was not an appetite to fund the project with traditional loan debt.”

Enter impact investor, the Arizona Community Foundation (ACF), offering a nontraditional 3.5-percent-interest loan with a five-year payback. “ACF’s Community Impact Loan fund provides a new source of capital for nonprofit projects with strong social and financial outcomes,” says Jacky Alling, ACF chief philanthropic services officer. “Working with Desert Botanical Garden to provide them with access to capital when they needed it was the perfect scenario for us.”

HOW TO ATTRACT IMPACT INVESTMENTS So what, exactly, is impact investing? And who, aside from ACF, are these investors?

Impact investors, like venture capitalists, bring inventiveness to the nonprofit arena. They not only support the nonprofit’s socially driven mission, vision and values, but they also provide capital funding with an expectation of a financial and social return on investment.

Impact investors are individuals, foundations and corporations. They offer their time and expertise through advisory capacities and nonprofit accelerator programs. They help the nonprofit raise capital through equity investments, sometimes taking an ownership position in the nonprofit organization’s for-profit social enterprise arms. Many times, impact investors offer flexible, lower-interest loans. Other times, they may seek only a return of their principal investment.

“We knew if ACF made a loan to Desert Botanical Garden, it would be because they wanted us to succeed,” says Schutz.

“They were not looking for financial returns. They were looking for returns that would make the Garden — and therefore our community — stronger.”

Reinvesting in the community is at the heart of ACF’s Community Impact Loan program. “With Desert Botanical Garden, their loan repayment is ahead of schedule, which will allow us to recycle those funds back out to the next worthy project,” says Alling.

So how can executives sitting on nonprofit boards work to attract such impact investment capital for their organizations?

Where are these investors?

Learn More: azfoundation.org socialventurepartners.org greenlights.org

“I see impact investment capital as ‘new’ capital coming to community problems,” says Dennis Cavner, chair of Greenlights, a social impactstrengthening and investing organization providing resources and guidance to Central-Texas nonprofits. It’s no secret, Cavner says, that individual philanthropists have charitable budgets and give funds away for the greater good. “They also have purely financial assets that are being invested, and it is here where they may consider allocating a portion of their funds to impact investing. They’re not ready to give their money away, but want to invest it in something that addresses some problem in the community and offers some social return.”

Other global organizations, including Social Venture Partners (SVP), work to create meaningful connections and investment opportunities between nonprofits and individual philanthropists worldwide. SVP teaches its more than 3,500 socially minded investors how to strategically invest their financial and human capital through hands-on engagement with local nonprofits. Greenlights is one such organization that has benefitted from being an affiliate organization with SVP. As nonprofits seek social impact investors, they must reframe their thinking. They must know themselves and understand: ■■ What do we do best — better than anyone else?

■■ What is our unique value-add or distinct competitive advantage?

■■ Which of our services or products is industry-leading and can be monetized?

■■ How can we think beyond mission, service and local community impact to scalability, replication, global impact and profitability?

■■ How can our impact be expanded to more people — new people — in the community and beyond?

■■ How can we make money doing this so that we can provide more services — better services — to our own community?

Nonprofits also would be wise to consider unique opportunities for engaging potential impact investors. “Like venture capital, impact investing offers people the opportunity to contribute human as well as financial capital to social enterprises — people who are eager to make an investment, if not a grant or gift,” says Ruth Jones, CEO of Social Venture Partners.

It is a movement that is gaining traction, offering the nonprofit innovative funding opportunities, the investor a sense of social impact, and the community much-needed solutions.

The Phoenix Philanthropy Group phoenixphilanthropy.com

Looking for social enterprise resources? Consider the Social Enterprise Alliance, Skoll Foundation, Ashoka, Ewing Marion Kaufmann Foundation, TheSedge.org, Schwab Foundation for Social Entrepreneurship, Draper Richards Kaplan Foundation.

APRIL 2015

On the Agenda

In Business Magazine

Hispanic Chamber of Commerce

The New Healthcare: The Net Effect of Coverage, Premiums & Benefits

57th Annual Black & White Ball and Business Awards

Fri., April 17 — 11:00a – 1:30p

Sat., May 2 — 6:00p – 12:00a

In Business Magazine’s “The New Healthcare: The Net Effect of Coverage, Premiums & Benefits” event and EXPO is a gathering of business owners, managers, professionals, decision makers and leaders. The program includes an in-depth business discussion, with three panels made up of the top business and healthcare leaders in the Valley. The symposiumstyle event will include a gourmet lunch and panel discussion. Attendees at appropriate sponsorship levels will have an opportunity to mingle with the panelists at a VIP reception prior to the program.

This year’s event will focus on the net effect of three overall subjects; coverage, premiums and benefits. Presenting sponsor Banner Health’s CEO, Peter S. Fine, will give a keynote on the many changes we see in healthcare and how these changes are affecting business, and he will lead the panel on coverage. In addition, Beth Soberg, Arizona CEO of UnitedHealthcare, will lead the panel on benefits, and Chris Scherzer, executive vice president at Brown & Brown Insurance, will lead the panel on premiums.

Moderated by Ted Simons of “Arizona Horizon,” this robust and informative discussion will encompass many of the compliance issues facing business as well as the benefits for business owners who want to create incentive programs for their employees. Other panelists will include top executives from the major insurance carriers, local hospitals, healthcare associations and healthcare companies to speak about some of the trends that are changing the face of healthcare for individuals, which is adding to the pressures businesses are feeling on the various mandates.

The “Coverage” panel will be focused on the various changes in coverage and what major hospitals and carriers are doing to better work with businesses to fully cover employee needs. “Premiums” will discuss the various options, compliance fees and other expenses and cost savings that are affecting businesses. “Benefits” will address productivity in the workplace, a mainstream focus as businesses become more obligated to pay for healthcare costs, along with the overall wellness of employees and available benefits.

At the expo prior to the summit, exhibitors will introduce attendees to their top local executives and provide information about their businesses and services. —Mike Hunter

The Hispanic Chamber of Commerce will celebrate its 57th annual Black & White Ball and Business Awards at the Arizona Biltmore May 2.

The Black & White Ball is the longest-standing formal gala in the state, expecting to entertain about 1,200 of the state’s most important Latino community and business leaders as well as nonLatino leadership, including mayors, governors, small-business owners and major corporate leaders. “The event is mainly an opportunity for our organization to spotlight leaders for their extraordinary achievements in business and the community, particularly as it impacts the growth, development and progress of the Latino community,” says chamber member and Communications Director James Garcia. “There are not a plethora of Latino-themed events in the Valley, much less formal galas, so this is one of those must-attend events for Latino community leaders and those allied with the Latino Community.”

The event will feature live entertainment, a formal reception, an elegant dinner and the presentation of the Business Awards and Legacy Award. “We accept nominations for four categories: Man, Woman, Entrepreneur and Corporation of the Year,” says Garcia. In addition, the Legacy Award will highlight an individual for his or her lifetime commitment to and achievements in the business community.

Previous Legacy Award winners include former Arizona Gov. Raul Castro, Sen. John McCain, former Arizona Gov. Janet Napolitano and businessman Jerry Colangelo.

A significant portion of the proceeds from the event will go toward the Hispanic Chamber of Commerce’s annual college scholarship program.

“The event is the single most important fundraising event for the Arizona Hispanic Chamber, which is a nonprofit entity,” Garcia says. The Chamber will hand out five $5,000 scholarships —Alexandra Lyon each year to students.

Individual seats: $65 The Phoenician Resort – The Grand Ballroom 6000 E. Camelback Rd., Phoenix inbusinessmag.com

Members: $300; non-members: $400 Arizona Biltmore 2400 E. Missouri Ave., Phoenix azhcc.com

APRIL 2015

SAVE THE DATE

Upcoming and notable MAY

1

Fri., May 1 8:00a – 1:30p

Stewardship Summit (Phoenix) Arizona Forward Association ”Building healthy communities for healthier lives.” This summit will provide inspiring conversation, practical solutions and local perspectives on the connection between the built environment and health. arizonaforward.org MAY

7

Thurs., May 7 6:00a – 1:00p

11th Annual Procurement Expo Glendale Chamber of Commerce “Master the Purchasing Maze” Join the Glendale Chamber of Commerce, Luke Air Force Base, Procurement Technical Assistance Center and the City of Glendale for the largest free-to-attend Procurement Fair in Arizona. glendaleazchamber.org MAY

13

Wed., May 13 10:30a – 1:00p

28th Annual IMPACT Awards Luncheon Greater Phoenix Chamber of Commerce The Greater Phoenix Chamber of Commerce has honored the accomplishments of both small and large businesses and the impact they have made on the Greater Phoenix business community for 28 years through its annual IMPACT Awards. phoenixchamber.com

S M T W T F S 1 2 3 4

5 6 7 8 9 10 11 Sat., April 4 – First Day of Passover

Wed., April 15 – Tax Day

12 13 14 15 16 17 18 Sun., April 5 – Easter

Wed., April 22 – Earth Day

19 20 21 22 23 24 25 26 27

28

29

30

29 20A P1R5.

I N B U S I N E S S M AG . CO M

On The Agenda Thurs., April 2

APRIL 2015 Thurs., April 9

4:30p – 6:30p

11:30a – 1:00p

April Monthly Mixer

Lunchtime Learning Forum

National Association of Women Business Owners – Phoenix

Tempe Chamber of Commerce “Customer Service and Poise.” How are your customer service and poise under pressure?

Could you use a little help in this most critical of business skills? Pat Warren is a 20-year veteran of the hotel industry and former GM of the Twin Palms. She will share insider knowledge she has gained over the years that will help attendees improve their customer service and exude complete grace under pressure.

An evening of conversation, connection and fun at one of the Valley’s hot spots, this event happens the first Thursday of every month.

Free Office Pile

2501 N. 7th St., Phoenix

Members: $25; non-members: $35

nawbophx.org

Shalimar Golf Course Tues., April 7

7:45a – 1:30p

Fri., April 10

Retail Symposium

2

7

2901 N. 7th St., Phoenix

10:00a – 11:30a

Gilbert Chamber of Commerce

“Retail 2015: Renew, Refill and Repurpose” will feature keynote speaker Garrett Newland, VP of development for Macerich, discussing the health of retail, what trends retail developers are seeing and what types of joint ventures may be on the horizon. Leslie Fox, communications director for ICSC, will share insight on Main Street Fairness legislation, Garrett Newland which could impact sales tax collection and remittance for out-of-state retailers. Panel discussions are “Case Studies – Retail Renewed and Repurposed” and “Residential Supply & Demand: What to Expect.” Additionally, Kim Ryder, of Goodwill of Central AZ, will moderate a “Meet the Retailers” session.

Phoenix Country Club

tempechamber.com

Small Business Workshop

Arizona Association for Economic Development / International Council of Shopping Centers

$75

2032 E. Golf Ave., Tempe

“Sales: From Contact to Cash.” This high-energy workshop will cover all the aspects of the initial contact with a prospect to what it will take to close the business. Attendees, from beginners to seasoned veterans, will come away with strategies to define their sales process, questions to ask to build credibility and trust, tips on winning the sale, sales presentation tips. sales scripts and selling techniques — consultative, needs-based, solution selling and more.

Mastermind Workshop “Make the Match. Create Sales Scripts Sure to Close the Deal” on April 24 is the tactical follow-up session.

Members: $15; non-members: $40

aaed.com/events

8

Cooper Crossing Executive Suites 9

10

1820 E. Ray Rd., Chandler

gilbertaz.com

15

Wed., April 15

16 5:30p – 9:00p

History Hall of Fame 2015 Scottsdale Area Chamber of Commerce

Wed., April 8

11:30a – 1:30p

Wed., April 8

11:30a – 1:30p

Speaker Series

Mayor’s State of the City Address

Economic Club of Phoenix

Greater Phoenix Chamber of Commerce

Dean’s Council Executive of the Year event honors Christopher Mapes, chairman, president and CEO of Lincoln Electric Holdings.

Hear directly from Phoenix Mayor Greg Stanton about the challenges and opportunities that lie ahead for the nation’s sixth-largest city at the annual State of the City Address. Since taking office in 2012, Mayor Stanton has led the city through a period of growth and revitalization and strengthened economic ties with Mexico.

At his annual address, Mayor Stanton will share his vision for leading Phoenix to become a leader in innovation, technology and education.

Members: free; non-members: $75 (lunch included) JW Marriott Desert Ridge Resort & Spa 5350 E. Marriott Dr., Phoenix econclubphx.org

Members: $85; non-members: $100 Sheraton Phoenix Downtown Hotel – Phoenix Ballroom phoenixchamber.com

APR. 20 1 5

30

I N B U S I N E S S M AG . CO M

340 N. 3rd St., Phoenix

This event honors the people and organizations who have contributed immeasurably to the rich heritage of Scottsdale. This year’s honorees are Donn Frye, president and CEO of Scottsdale-based Prestige Cleaners since 1981; Bill Heckman, a career sales and marketing executive who ran the Scottsdale Goldwater’s store and has been president of HMA Inc. since 1991; Tom Sadvary, who joined then-named Scottsdale Memorial Health Systems Inc. in 1986 as administrator of the Shea hospital and has since risen to the top position at the Scottsdale area’s largest healthcare system and served on national healthcare boards; Ellie Ziegler, a career marketing professional who has given her time and talent to countless community organizations; and Sipe-Peterson Post 44 of the American Legion, founded in May 1935, Scottsdale’s oldest, continuously active civic organization. $60

Chaparral Suites Resort & Conference Center

5001 N. Scottsdale Rd., Scottsdale

scottsdalechamber.com Thurs., April 16

9:00a – 1:00p

Economic Development Summit WESTMARC The 2015 WESTMARC Economic Development Summit will be focused on demonstrating that the West Valley possesses the skilled labor force required to be competitive for projects that businesses are considering locating in Greater Phoenix.

Members: $60; non-members: $75 Wigwam Resort

300 Wigwam Blvd., Litchfield Park

Please confirm, as dates and times are subject to change.

westmarc.org

For more events, visit “Business Events” at www.inbusinessmag.com

Wed., April 22

Fri., April 17

8:00a – 9:00a

Toastmasters

11:30a – 1:00p

Wed., April 29

9:00a – 6:00p

Economic Update Luncheon

AZBio Expo 2015

Chandler Chamber of Commerce

Arizona Bioindustry Association

Speaking on the topic of “Economic Forecasting” will be Micah Miranda, director of Chandler’s Economic Development Department for GPEC; Chris Camacho, president and CEO of GPEC; and Kevin Sullivan, senior vice president of Business Attraction for Arizona Commerce Authority.

Members: $25: non-members: $35

The AZBio Expo is the place to connect with Arizona’s growing bioscience community to engage, collaborate and move your bioscience business … Forward Faster.

Learn the latest updates from Arizona bioscience companies with products in the clinical trials process and the life science leaders who support them.

Crowne Plaza Resort Phoenix – Chandler Golf Resort

Members: $250; non-members: $350; early-bird pricing available

1 San Marcos Pl., Chandler

Sheraton Phoenix Downtown

chandlerchamber.com

azbio.org

Ahwatukee Foothills Chamber of Commerce

Wed., April 22

Become the speaker and leader you want to be. By learning to effectively formulate, express, and sell your ideas to others, you can open a whole new world of career possibilities. You’ll be more persuasive and confident when giving presentations. You’ll even improve your one-on-one interactions with others, from networking to pitching prospects.

Your Employee Handbooks: Shield or Weapon?

340 N. 3rd St., Phoenix

7:45a – 9:45a

Enterprise Bank & Trust

4435 E. Chandler Blvd., Phoenix

A complete, well-written employee handbook, alone or in conjunction with an employment agreement, is a critical tool for recruiting and retaining employees, communicating policy and procedures, defining expectations, and prohibiting unlawful conduct. As a guide book for managers, these same policies will help ensure the organization remains in legal compliance. Learn what laws impact handbooks and policies, what every handbook should (and should not) include, and how the handbook can keep a workplace running efficiently and productively. In this special workshop from Enterprise University, Joseph T. Clees, shareholder at Ogletree Deakins, will show attendees how to make the employee handbook work for them.

ahwatukeechamber.com

Free

Free First American Title Conference Room

17 Tues. April 21

21 7:00a – 9:00a

Phoenix Country Club

22 Thurs., April 23

2901 N. 7th St., Phoenix

enterprisebank.com/eu

23

24 Fri., April 24

11:30a – 1:00p

29 10:00a – 11:30a

Arizona Breakfast

Hot Topics & Lunch

Mastermind Workshop

Association for Corporate Growth – Arizona

Tempe Chamber of Commerce

Gilbert Chamber of Commerce

Tempe Mayor Mark Mitchell shares his perspective on the social and economic climate of Tempe at this special luncheon. He will discuss the present business environment and share his vision for the growth and future of the city.

The public and business community are welcome to attend.

“Make the Match. Create Sales Scripts Sure to Close the Deal.” To be successful in sales you need two things: a well-defined sales process and the right questions to ask. The questions you ask get you past the gatekeeper, explore the needs of your prospect, and demonstrate why you’re the right choice. In this mastermind, you will identify key questions and turn them into sales scripts that are sure to get results.

Mastermind Workshop is the tactical follow-up session to the Business Academy Workshop “Sales: From Contact To Cash” held April 10.

Ron Petty, chairman of the board of Eegee’s Restaurants, will be the featured speaker.

Members: $69; non-members: $79; early-bird pricing available

Members: $25 in advance, $30 day of; non-members: $35

Arizona Biltmore Hotel

Location tbd

2400 E. Missouri Ave., Phoenix

tempechamber.org Mayor Mark Mitchell

acg.org/arizona Tues., April 21

6:00p – 9:00p

2015 Top Entrepreneur, Venture Madness Winner Startup Grind Phoenix The 2015 Venture Madness Champion is CampusLogic Inc., a Gilbert-based education technology company that simplifies the student financial aid experience and lowers financial aid administration costs. Hear winning entrepreneur Gregg Scoresby, CampusLogic founder and CEO, tell the tales behind his startup journey. $25; early-bird prices available AZ Historical Society: Museum at Papago Park

Members: $15; non-members: $40 Cooper Crossing Executive Suites 1820 E. Ray Rd., Chandler gilbertaz.com

1300 N. College Ave., Tempe

startupgrindphx.com/venture-madness-winner

If your event is directed to helping build business in Metro Phoenix, please send us information to include it in the In Business Magazine events calendar. Full calendar online. Events@inbusinessmag.com

31

APR. 20 1 5

I N B U S I N E S S M AG . CO M

WE VALUE WHAT WE OWN

BY MIKE HUNTER

The All-New Volvo XC90 Inscription

City: 19 Hwy: 27 Trans: 8-speed automatic 0-60 mph: 6.1 sec MSRP: $54,500

XC90 HYBRID An 80-hp electric motor is included onboard in plug-in hybrid models.

This plug-in hybrid makes 400 horsepower and 472 lb-ft of torque and gets a 59-MPGe combined rating from the EPA

Volvo Car Corporation volvocars.com

Tech Cases

COACH BIFOLD iPad CASE

GUCCISSIMA LEATHER iPad CASE

LOUIS VUITTON SOFT iPad CASE

Taking an organizer of

Finished

Give technology

Featuring Louis

by hand in

a luxury upgrade

Vuitton’s historic

Sport Calf

with this brown

Damier signature in

Leather that

Guccissima

micro perforations,

will burnish

Leather iPad 2

this iPad soft case in

handsomely

case. As stylish

supple, richly colored

with use, this distinctive case

as it is practical, this chic holder

calfskin leather is as

protects the iPad in style. An

will make an impression in the

stylish as it is functional. Its ultra-

inside, open pocket holds

boardroom and beyond. $550

flat design and microfiber lining

miscellaneous documents and

gucci.com

ensure perfect hold and optimum

some sort to a meeting was a great idea in days of old. Today, walking in with a tablet encased in a beautiful leather portfolio will demonstrate great success in our tech age.

Here are our picks to wrap that useful device.

APR. 20 1 5

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I N B U S I N E S S M AG . CO M

Unlike its predecessors, this version is stylish and has a tough and powerful stance. The hood is higher and looks and feels more like an SUV. The Rugged Luxury kit enhances the “ruggedness” of this vehicle. It includes matte black exterior trim, stainless steel skid plates, running boards with illumination, integrated exhaust pipes and comes complete with 22-inch wheels with diamond-cut silver rims. The panoramic glass roof ads great “roominess” inside. The LED headlights provide a more refined look. Combined with the rugged appeal, this edition of the XC90 is truly a marvel to look at.

Safety is always first priority for the Swedish carmaker.

Several firsts include auto braking when turning in front of an oncoming vehicle, redirection in case of an accidental road departure, lane keeping aid supports, steel that’s more ultrahigh strength than its predecessors and the most advanced standard safety package on the market.

Inside is soft, perforated Nappa leather, flame birch wood trim and many handcrafted details that make this a true luxury SUV. Volvo engineers replaced dozens of buttons and switches on the center console with intuitive voice control, thumb controls on the steering wheel and a large touchscreen to bring the best technology to the driver’s experience.

receipts. $250

protection. $590

coach.com

louisvuitton.com

The United States Environmental Protection Agency classified the Volvo XC90 as a ULEV II (Ultra-Low Emission Vehicle) environmental classification because of its low emissions. The EPA standard has several targets depending on vehicle weight and cargo capacity; the regulations cover vehicles with test weights up to 14,000 pounds (6,350 kg).

Photos courtesy of Volvo (top and far left), Coach, Gucci, Louis Vuitton (bottom, left to right)

2016 VOLVO XC90

Volvo has long been a reliable and safe car, known for its cutting-edge practicality. This year, the 2016 XC90 is making Volvo macho, and distinguishing the car company as a viable “it” carmaker.

The XC90 Inscription is the top-of-the-line model that is both rugged and luxurious. The engine is an in-line fourcylinder supercharged and turbo-charged machine. It has 316 horsepower with 295 lb.-ft. of torque, and distributed some muscle in the luxury SUV market. The T6 engine and AWD features along with some “world-firsts” in safety are making this vehicle a true stand-out. The 2.0-liter, four-cylinder engine provides for the same power as many six-cylinders, and fuel consumption and carbon dioxide emissions are very low.

Arizona’s Education and Training Partner

Rufus Glasper, Ph.D. Chancellor, Maricopa Community Colleges

The Maricopa Community Colleges are leaders in helping students fulfill their educational dreams, whether through university transfer or preparation for a fulfilling career.

•

Offering programs at 10 colleges, 2 skill centers, a Corporate College, and multiple satellite locations in the greater Phoenix area

•

Approximately 213,000 credit students and about 27,000 special interest students attended a Maricopa Community College in 2013 - 2014

•

Providing affordable, quality education

•

Granting more than 24,000 degrees and certificates annually

•

Largest provider of workforce training in Arizona attracting an estimated $3 billion in direct and indirect economic benefits to the County

•

Signature transfer partnerships with Arizona’s 3 state universities

•

Offering customized non-credit training for employers and organizations through the Maricopa Corporate College

maricopa.edu

Chandler-Gilbert | Estrella Mountain | GateWay | Glendale | Mesa | Paradise Valley | Phoenix | Rio Salado Scottsdale | South Mountain | Maricopa Corporate College | Maricopa Skill Center | SouthWest Skill Center

The Maricopa County Community College District is an EEO/AA institution and an equal opportunity employer of protected veterans and individuals with disabilities.

MEALS THAT MATTER

BY MIKE HUNTER

ITALIAN FARM molinari salami, provolone cheese, roasted pepper, red onion, olive, italian vinaigrette $12.00

SPAGHETTI & MEATBALLS tomato sugo, basil, olive oil, pecorino cheese $15.00

The northern Italian countryside is known for its small towns and quaint, farm-fresh cuisine that has recently inspired an incredible culinary movement. Sam Fox’s North Italia was a true pioneer in bringing this quality food and many of the traditional Italian dishes to the table years ago. With two local locations, this rustic Italian hot spot is truly becoming a must for those who dine out often.

The foods are made with the highest quality ingredients — some from local farmers right here in Arizona. The menu is simple yet flavorful, guaranteed to please the palate. The Chef’s Boards offer cured meats, cheeses and seasonal ingredients that come together in varied delicious combinations. They are fresh and incredibly light dishes to begin your meal or eat while having that impromptu casual business meeting. The salads are made to please.

The Heirloom Beet with roasted beets, apple, arugula, hazelnuts and ricotta salato cheese and tossed with a lemon crème fraiche is light but seasoned to pull all of the flavors together in each bite. The Italian Farmers

Sharing Recipes For those who have ever enjoyed a meal out so much they’ve been tempted to ask the chef to divulge the recipe, here are some cookbooks by chefs at some of our favorite local restaurants.

APR. 20 1 5

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I N B U S I N E S S M AG . CO M

Salad is a combination of Molinari salami, provolone cheese, roasted pepper, red onions and olives in an Italian vinaigrette.

For a main dish, try a pasta like the Chicken Pesto. The gigli pasta (a fluted, curly pasta) is tossed in pesto and covered in pine nuts and crispy capers. The Spinach Tortelloni is a heartier offering filled with roasted mushroom, Bloomsdale spinach and ricotta and sprinkled with pecorino and saba. Pizzas are also a favorite. The wood-fired pizzas are delicate and coated with ingredients that make it impossible to not order one for the table. The Pig combines pepperoni, soppressata, salami and Italian fennel sausage in a delicate sauce for the perfect meal. The Fig and Prosciutto pizza brings prosciutto di parma, figs, goat cheese and arugula together for a refreshing alternative to the more meaty options.

Each location is a unique experience. The Arcadia location is a modern farmhouse with a rustic open room that truly feels like a remodeled barn. The Kierland Commons location is modern and elegant, with a patio on the sidewalk in a more urban setting. Both are well-served by staff, and lunch is a true pleasure as dishes are served quickly and smart service is there for the taking.

North Italia northitaliarestaurant.com Arcadia

Kierland Commons

4925 N. 40th St., Phoenix

15024 N. Scottsdale Rd., Scottsdale

(602) 324-5600

(480) 948-2055

‘SALSAS & MOLES’ BY DEBORAH SCHNEIDER Mexican Slow Cooker, SOL

‘THE LATIN ROAD HOME: SAVORING THE FOODS OF ECUADOR, SPAIN, CUBA, MEXICO, AND PERU’ BY JOSE GARCES

Cocina’s Chef Deb’s newest

The book makes its way through

cookbook (available April 14)

Spain, Cuba, Mexico, and Peru

presents authentic salsa and

— extraordinary cuisines Chef

mole recipes that showcase

Garces has come to know, love

the unique flavors of Mexico

and master. Distrito’s chef shares

and beyond, including recipes

not only recipes, but colorful

for favorites such as Black Bean Salsa, Salsa Verde,

memories of local cultures and insights into their unique

fresh tomato Salsa Diabla, Mango-Habanero Salsa

ingredients and techniques.

and many more.

Lake Isle Press; $35

Ten Speed Press; $16.99

Distrito, Scottsdale scottsdale.distritorestaurant.com

Building on the success of The

SOL Cocina solcocina.com

‘True Food: Seasonal, Sustainable, Simple, Pure’ by Andrew Weil and Sam Fox True to the mission of True Food Kitchen, these recipes are delicious and promote the diner’s well-being — and are easy to make. (Little, Brown Press; $29.99)

Photos courtesy of Fox Restaurant Concepts (top and middle), SOL Cocina (bottom left; copyright © 2015 by Maren Caruso) and Garces Group (bottom right; by Jason Varney)

North Italia

SPRING 2015

SCOTTSDALECHAMBER.COM

MEMBER COMMUNIQUÉ The 2015 Women in Leadership event took place Feb. 11

Photo: Sergio Dabdoub Photography

with a sold-out audience at the Silverleaf Club in Scottsdale.

2015 Women in Leadership highlights women and empowerment More than 120 attended the Third Annual Women in Leadership event, held Feb. 11, at the Silverleaf Club in Scottsdale.

Presented by APS, with additional sponsorship by Cox Communications, Scottsdale Community College, Merestone and Encore Creative, Women in Leadership focuses on topics, stakeholders and policy-makers that help women manage work/life balance while excelling in the professional world.

Tina Marie Tentori, director of community affairs for APS and executive director of the APS Foundation, introduced the 2015 Women in Leadership keynote speakers, sisters Flora and Ruby Jessop.

Speaking to a sold-out audience, Flora Jessop described her childhood

in Colorado City, Arizona, where she was raised in a polygamous family of two mothers and 27 siblings as part of the Fundamentalist Church of Jesus Christ of Latter Day Saints. When she was 16 years old, after years of sexual and physical abuse, she fled her family and faith.

Jessop moved to Phoenix, where she met her partner, Tim, and created a family unit with him and their daughters, Shauna and Megan.

In April 2001, Jessop’s younger sister Ruby was forced to marry her stepbrother, according to Jessop. This incident would be the catalyst that would propel Jessop WOMEN IN LEADERSHIP — CONTINUED ON PAGE 2

Message from the CEO Spring has sprung, and with the beauty of the season comes an astounding array of events and activities that help show Scottsdale to the world, much of which is still covered with snow.

No other part of the country can boast the world’s largest-attended golf tournament and a Super Bowl — all on the same weekend! Corporate and private aircraft, collectively worth billions of dollars, came into our city for one of the nation’s great annual parties, and Scottsdale did not disappoint. Scottsdale Airport, one of the nation’s busiest single-runway airports, saw 1,200 takeoffs and landings without a single delay during Rick Kidder

Super Bowl week. The tournament was superb and the Super Bowl (for once) was even a great game, riddled with controversial play-calling and surprises.

Barrett-Jackson Collector Car Auction broke all records with its $130 million in sales and in its charitable donations that included $140,000 for cancer research at the nonprofit Translational Genomics Research Institute.

All that horsepower then shifted at WestWorld to horses as Scottsdale Arabian Show took over the newly enclosed Tony Nelssen Equidome. Born in 1955, the Scottsdale Arabian Show is the largest in the nation, and a place where people part with millions of dollars for the most beautiful and elegant horses on earth.

But wait, there’s more, as they say on infomercials! Spring

KIDDER — CONTINUED ON PAGE 3 SCOTTSDALE@WORK - 1

WOMEN IN LEADERSHIP — CONTINUED FROM PAGE 1 into becoming an advocate against child abuse in the FLDS community.

Together with founder Linda Walker, Jessop helped to create the Child Protection Project.

Today, she serves as the organization’s executive director.

The Child Protection Project is dedicated to raising awareness about institutionalized child abuse carried out by religious separatist groups, such as the Fundamental Church of Jesus Christ of Latter Day Saints. According to the organization’s website, “the violence and violations of these largely polygamist groups shape the lives of approximately 100,000 individuals in the American West.”

In 2013, after 12 years of unsuccessful attempts, Jessop and Arizona law enforcement officials helped Ruby and Ruby’s six children leave the Colorado City church community.

“I have been searching for her for 12 years and she was hidden from us,” Jessop told ABC News in January 2013 during a press conference. “Every time I got close to the community, they would pack her in a car and move her into hiding, ensuring that we couldn’t get close to her.”

“This year’s Women in Leadership event was both impressive and heartbreaking,” said Rick Kidder, president and CEO of the Scottsdale

Chamber President Rick Kidder and Anna Mineer hand out door prizes to attendees at the 2015 Women in Leadership.

Area Chamber of Commerce. “That our citizens, despite religious conviction, should be robbed of the basic human decencies which we all enjoy is despicable and painful to hear. Ms. Jessop’s strength and forthright manner in helping women and children get away from abuse is an inspiration to us all.”

At the conclusion of the event, the Jessop sisters were on hand to answer questions and

sign “Church of Lies,” a book Flora co-authored with writer and photographer Paul T. Brown.

“Plans are already underway for our 2016 Women in Leadership event,” said Anna Mineer, vice president of business development for the chamber. “We look forward to bringing another great speaker to the Valley that will continue our goal of helping women succeed in business and in life.”

Anna Mineer, Scottsdale Area Chamber vice president of business Mineer introduces the keynote speakers Flora and Ruby Jessop.

Flora Jessop (right) with sister Ruby, discuss Tina Marie Tentori of APS, with the chamber’s

Rick Kidder, Scottsdale Area Chamber president, with

the issue of domestic and child abuse within

Anna Mineer, gave the opening remarks.

keynote speakers Flora (right) and Ruby Jessop.

the Fundamentalist Church of Latter Day Saints.

2 - SCOTTSDALECHAMBER.COM

Photos: Sergio Dabdoub Photography

development, presents a gift basket to a lucky winner.

KIDDER — CONTINUED FROM PAGE 1 training baseball through the Cactus League is a huge draw for visitors and locals alike. Scottsdale is home to the World Champion San Francisco Giants. The Cactus League has been growing as more teams choose the Valley’s warmth and its concentration of stadiums over the spread out, all-day rides to baseball venues in Florida.

With spring training, Barrett-Jackson, the Waste Management Phoenix Open and the ESPN’s Super Bowl location in downtown, hundreds of millions of people across the globe saw the beauty and energy of Scottsdale. That fact alone is the equivalent of millions of dollars in advertising, and as always Scottsdale showed itself to be one of the crown jewels of the Valley of the Sun. For people up to their ears in snow in New England or guarding against frigid temperatures in the Midwest, Scottsdale looks pretty good. For Scottsdale these incredible events are also opportunities to grow. Many people come here first as visitors before they move a business here. As the fourth largest metropolitan area in the country, Phoenix has all of the infrastructure, strong universities, transportation opportunities and desire necessary to grow its business base. It also has the capacity to emerge as the Silicon Desert and one of the nation’s top destinations for medical research firms, many of which are spinning out of the incredible work of TGen. Our incredible spring weather is a great asset for the lucky folks who live here and for the future of the Valley. We thank the Scottsdale Convention and Visitors Bureau for marketing us so well that people come here, fall in love and add to our business base. Soon we will heat up a bit, and traffic will lighten up a little. In the meantime, please know that our spring is about commerce, imported dollars and new opportunities for economic growth.

New Partner Council Members The Partner Council supports the chamber at significant investment levels in order to assist in fulfilling the mission of the organization and to engage in programs and services dedicated to that smaller group. Since September, the following companies have elected to join the Partner Council of the Scottsdale Area Chamber of Commerce.

Theranos Inc.

Prometheus Technologies

Rick Kidder President & CEO • Scottsdale Area Chamber of Commerce

the freshest seafood s the finest prime steaks s exquisite wines genuine service s live entertainment 7 nights a week s private dining

mastro’s steakhouse

8852 pinnacle peak road, scottsdale 480.585.9500

mastro’s city hall steakhouse 6991 east camelback road, scottsdale 480.941.4700

mastro’s ocean club

15045 north kierland blvd., scottsdale 480.443.8555

www.mastrosrestaurants.com

SCOTTSDALE@WORK - 3

Visions for city’s future discussed at 5th annual event AZ Rep. Schweikert, former Sen. Kyl headlined at Scottsdale Forward 2015 Where is Scottsdale today? Where do we want it to be in the future?

What is the common ground that will lead us to that vision of the future?

Those were some of the questions discussed at Scottsdale Forward 2015, held Fri., March 27, at the Scottsdale Community College Performing Arts Center.

Rep. David Schweikert (AZ-R) and former Sen. John Kyl (AZ-R) keynoted the annual forum, providing a unique perspective of Arizona at the national level.

“Scottsdale Forward celebrated its fifth year of bringing economic development content to the business community and the public,” said Rick Kidder, president and CEO of the Scottsdale Area Chamber of Commerce. “Each year, the forum also serves as an advocacy call to action for attendees to ensure that Scottsdale and the region remain competitive and attractive as business environments.”

Designed as a program that ultimately leads to actionable outcomes, Scottsdale Forward 2015 featured some of the greatest talent in economic development, presenting issues and trends in business attraction, retention and expansion.

Differing from other forums where results are brought about by only high-level stakeholders, Scottsdale Forum extends all the way to the grassroots level — dedicated members of the general public have just as much a say and just as much an opportunity to bring about change as business and political leaders.

Furthermore, Scottsdale Forward creates a springboard to action based on agreeing viewpoints rather than dissecting divergent opinions.

The ultimate goal is to develop consensus on addressing the economic development direction of the city and the region.

Over the years, Scottsdale Forward has been an integral part of highlighting or developing economic development strategies and initiatives for the Scottsdale Area Chamber. For example, the chamber developed the Oasis Initiative as a result of Scottsdale Forward. The Oasis Initiative is a novel “connect the dots” outreach program targeting visiting business executives. Instead of Scottsdale serving as little more than a place to attend a conference to get away from the cold, the Oasis

Rep. David Schweikert

Former Sen. John Kyl

Initiative seeks to showcase the city as a vibrant place where companies outside of the area can do business.

Scottsdale Forward also creates Focus Initiative Groups, which meet during summer to provide actionable items for the chamber to address.

Some of initiatives examined in previous years include workforce issues, plans for an innovative rental car center in Scottsdale, and groundwork for a concierge mobile phone application for relocating employees and their families.

Representatives from several state and regional economic development organizations also took part in the 2015 program.

Danielle Casey, director of Scottsdale’s economic development office, presented the city’s new economic development master plan, and highlighted some of the impressive wins transforming Scottsdale into a technology and medical innovation hub.

“Scottsdale: The Family Feud,” a presentation of the different visions for the city, region and the state, was central to the event. More than 1,000 responded to a variety of questions regarding Scottsdale through a powerful online survey instrument, identifying where we are alike, rather than where we differ. The goal of the survey was to provide a strong framework for collaboration in the city to address the future.

Presenting sponsor for Scottsdale Forward 2015 was Salt River Project, with keynote sponsors CenturyLink, Cox Business and DMB Associates Inc. Additional support was provided by APS, Banner Behavioral Health Hospital, Cigna Healthcare, Scottsdale Healthcare, Wells Fargo Bank, Arizona Bank & Trust, Blue Cross Blue Shield of Arizona, Control Technology Solutions and FirstBank.

Changes at the Chamber Tirion Harrison

Angie Bellinger

Suzette Tzineff

With a strong background in telesales, Harrison brings a fresh approach to the sales team at the chamber. He is also an avid rock climber.

Bellinger is the chamber’s new executive assistant. She has extensive experience in corporate event planning and sales. In her free time, she supports animal rescue organizations.

Tzineff has taken on the role of the chamber’s Partner Council account manager. She has five years of experience as a residential Realtor as well as developing client retention programs within the retail banking industry.

4 - SCOTTSDALECHAMBER.COM

Breakfast With A Side Of … Immigration Demographic trends tell Arizona’s evolving story Arizona’s story has always been closely tied with the people that come here to make it their home.

This story continues to be a dynamic one as shown

by Jim Rounds, senior vice president with Scottsdale economics firm Elliott D. Pollack & Company, at the Scottsdale Area Chamber’s Breakfast With A Side Of … Immigration. Held on Thurs., Feb. 26, at the Double Tree by Hilton Paradise Valley in Scottsdale, and sponsored by APS, Rounds discussed the impacts of demographic trends on the state’s economy.

Arizona’s climb out of the recession has moved past a brutal struggle to one of good news-bad news.

Speaking to the chamber ahead of the event, Rounds said Arizona continued to grow by as much as 2 percent in 2014, and the next few years look like that pace will increase.

Jim Rounds “I’m optimistic,” said Rounds. “We have some things to work through first — people are still struggling to put together a down payment on a home; credit scores are still too low to qualify for mortgages; and others may be upside-down in their mortgage on a house in another state.”

According to the U.S. Bureau of Labor Statistics, as cited by Rounds, Arizona returned to pre-recession levels for domestic migration — those moving to Arizona from another state — in 2014 and was ranked third in the country.

Foreign immigration, however, is another story.

Arizona is currently ranked 17th in migration of people from another country. Prior to the recession, the Copper State was ranked seventh.

“Is this due still due to the global economy or is some of this because of controversial policies in recent years?” he asked.

Job growth in the state continues to be an intriguing chapter in Arizona’s story, said Rounds.

At the height of the recent economy, Arizona ranked second in job growth in 2006, according to BLS statistics. In 2010, we dropped to nearly dead last — 49th. In 2013-2014, job growth has increased dramatically to 13th and growing.

In fact, according to Rounds’s research, Arizona gained nearly 75 percent of the jobs we lost since October 2007. But again, we still need to create nearly 82,000 more jobs to reach pre-recession levels.

“Many of our immigrants come from Mexico, and typically start in lower paying jobs in construction and retail. The downturn hit these industries

particularly hard. Employers no longer needed immigrant labor,” said Rounds. “As we grow again and the economy gets better, are we going to have a shortage? I see it working out as employers pay a little more and the jobs get filled.”

This might be a long, slow climb; Arizona’s construction sector is still down by some 123,000 jobs — or 91 percent — since its peak in 2006.

Indeed, Rounds’s research of BLS data shows most sectors still need to recover jobs.

However, it is interesting to note that the Leisure/Hospitality and the Financial Services sectors — arguably two of hardest hit sectors in Arizona during the recession — have not only recovered jobs, but have actually added them. The state’s hospitality sector alone has grown 143 percent since the depths of the recession.

Construction, however, may be a different story.

“Construction may take a while to get back to the previous peak because it was so inflated, but it will still be an important component of our economy. Other industries may have a different fate; manufacturing will not get back to the previous peaks for the foreseeable future,” said Rounds.

Taking a closer look at office and industrial space vacancies shows trends that may have as much to do with gaining greater efficiencies through technology and telecommuting — and therefore less space requirements — as it does a healing local economy.

“We simply overbuilt, much like the housing issue,” said Rounds. “And, during the downturn, businesses also decided they could get by with less space. Less will simply be built until we reach equilibrium again.”

In 2007, office space in Arizona held about 11 percent vacancy. Contrast that to the height of the recession in 2010 when we had a 26 percent vacancy rate. Today, vacancy rates are estimated to be about 21 percent. Industrial space dropped from 16 percent during the recession to slightly more than 11 percent by the end of 2013.

“Our particular economic configuration matched up poorly with the last economic downturn, so much of our recovery depends on the national economy and is beyond our control,” said Rounds. “Still, we can do better promoting our state. The combined efforts of business and tourism working together to promote the Super Bowl is a perfect example. We need to do more of this.”

RICK KIDDER PRESIDENT & CEO Scottsdale Area Chamber of Commerce rkidder@scottsdalechamber.com 7501 E. McCormick Pkwy, Suite 202-N Scottsdale, AZ 85258 Phone 480.355.2700 Fax 480.355.2710 www.scottsdalechamber.com

BOARD OF DIRECTORS EXECUTIVE COMMITTEE BOARD CHAIR Bryce Lloyd, FirstBank CHAIR-ELECT PUBLIC POLICY ADVISORY COUNCIL Steve Helm Scottsdale Fashion Square (Retired) TREASURER Geoff Beer, Crescent Bay Holdings PARTNER COUNCIL Kevin Sellers, First Fidelity Bank EMERGING ISSUES Bill Heckman Heckman Marketing Associates Inc. ECONOMIC DEVELOPMENT ADVISORY COUNCIL Don Couvillion ASU Foundation/Skysong MEMBERSHIP VALUE ADVISORY COUNCIL Pam Kelly, Pro One Media Productions AT LARGE MEMBERS Kurt Brueckner Titus Brueckner & Levine PLC Dale Fingersh, The Right Direction Jan Gehler, Scottsdale Community College Rick Kidder, Scottsdale Area Chamber Eric Larson, AVB Development Partners Matthew Wright, Landmark Aviation Kurt Zitzer, Meagher & Geer PLLP © 2015 Scottsdale Area Chamber of Commerce.

A publication of the Scottsdale Area Chamber of Commerce. For more information or to join the Scottsdale Chamber, please contact us at www.scottsdalechamber.com. Section designed by InMedia Company, LLC.

SCOTTSDALE@WORK - 5

INFOCUS: GRAND OPENINGS!

Thinique (photo by Sergio Dabdoub)

Allstate Insurance/Julie Jakubek

Lapels Dry Cleaning

Bonefish Grill

Groundbreaking at Landmark Homes – Aerium

The Manor Shave Bar

Bed DRS

Skin Laundry (photo by Sergio Dabdoub)

Two Brothers Brewing & Tap House

Su Casa Magazine

Burger ’n’ Fries

6 - SCOTTSDALECHAMBER.COM

McCormick Scottsdale Resort (photo by Sergio Dabdoub)

Lavish Interiors (photo by Sergio Dabdoub)

Thirsty Lion Pub & Grill

Lung Institute (photo by Sergio Dabdoub)

Pearl MedSpa (photo by Sergio Dabdoub)

Scottsdale Area Association of REALTORS速

Lawrence Dunham Circle Wine Gallery (photo by Sergio Dabdoub)

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SCOTTSDALE@WORK - 7

Scottsdale History Hall of Fame Date: April 15, 2015 Time: 5:30 – 9 p.m.

Location: C haparral Suites Resort & Conference Center The Past Presidents’ Council of the Scottsdale Area Chamber of Commerce and presenting sponsor Scottsdale Charros will honor four individuals and one nonprofit organization at the annual Scottsdale History Hall of Fame Dinner.

Over the past 20 years, the council has honored 115 past and present Scottsdale personalities and organizations to induct into the Scottsdale History Hall of Fame. Inductees have contributed immeasurably to the rich heritage of Scottsdale, dating back to its modern-day founding in 1888 by Army Chaplain Winfield Scott.

The 2015 History Hall of Fame Honorees are:

& Girls Clubs of Scottsdale, Scottsdale/Paradise Valley YMCA, Scottsdale Area Chamber of Commerce and STARS boards of directors.

Bill Heckman Bill Heckman, a sales and marketing executive, ran the Scottsdale Goldwater’s store and has been president of HMA Inc., since 1991. His civic leadership has included chairing Scottsdale’s Parks and Recreation and Bond 2013 commissions. He currently serves on the boards of the Scottsdale Area Chamber of Commerce, Scottsdale Leadership, Cultural Council and Public Art Advisory Board.

Tom Sadvary

Ellie Ziegler Ellie Ziegler, a career marketing professional, has given her time and talent to countless community organizations. A Fiesta Bowl volunteer for 30 years, she chaired the blockbuster year 2006-07 when the Valley hosted three bowl games in 11 days. She’s chaired the Scottsdale Cultural Council, sponsored the Back to School program for the Boys & Girls Clubs of Scottsdale, and co-founded the Scottsdale Museum of Contemporary Art and the Ellie and Michael Ziegler Fiesta Bowl Museum.

Sipe-Peterson Post 44 of the American Legion The Sipe-Peterson Post 44 of the American Legion, founded in May 1935, is Scottsdale’s oldest, continuously active civic organization.

Legionnaires, members of the Auxiliary and other post affiliate groups have sponsored youth sports and activities, attendance at Girls and Boys State, annual patriotic ceremonies, and community social and civic events. Post 44 has also been a haven and a help to veterans seeking camaraderie, access to benefits and a way to serve their community.

Donn Frye has been president and CEO of Scottsdale-based Prestige Cleaners since 1981.

He has expanded and grown the company his father founded, and is a recognized leader in his industry. His civic leadership includes the McCormick Ranch Kiwanis as well as the Boys

Tom Sadvary joined then-named Scottsdale Memorial Health Systems Inc. in 1986 as administrator of the Shea hospital. Since then he’s risen to the top position at the Scottsdale area’s largest system and served on national health care boards. He’s served the community as president of Scottsdale Rotary, chair of the Scottsdale Area Chamber board, chair of the McDowell Road Task Force and co-founder of the Scottsdale Executive Forum.

2015 Scottsdale Chamber Open Golf Tournament

Expert HR Series — Making Sense of Misconduct for Unemployment Compensation

Donn Frye

Date: April 17, 2015 Time: 1 p.m. Shotgun Start Location: Gainey Ranch Golf Club One of the chamber’s most popular events, the Scottsdale Area Chamber Open Golf Tournament attracts golfers from some of the Valley’s most influential companies.

At the tournament, golfers can play one of the area’s best courses while enjoying some of the best business-to-business networking available. Players can also test their course skills with a chance to win a car — if they can make a hole-in-one. Some of this year’s sponsors include Mutual of Omaha Bank, Signs by Tomorrow, Hula’s Modern Tiki, Cox Business, Chapman Ford, Mist America, Raymond James, State Farm, Two Men and A Truck and Top Golf. With a field limited to 120 players, the Chamber Open provides fun, golf, competition – and a good dose of humor – making it an annual favorite.

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Date: April 29, 2015 Time: 7:30-9 a.m.

Location: Mountain States Employers Council, 7975 N. Hayden Road, Scottsdale, AZ 85258 The Scottsdale Area Chamber of Commerce and Mountain States Employers Council are hosting the Expert HR Series, informal discussion sessions focused on human resources issues.

“Making Sense of Misconduct for Unemployment Compensation” will be held on April 29, and will feature Lorie Birk, an employment law attorney and Arizona vice president of membership services at MSEC, as speaker.

All an employer needs to do to prevail in an unemployment compensation hearing is to prove the company discharged the employee for misconduct. Many times, however, the

Airpark Forum Date: May 27, 2015 Time: 7:30 - 9:00 a.m.

Location: TBA

employer’s definition of misconduct differs from the Arizona state law definition of misconduct.

This session will review what unemployment compensation misconduct is and what an employer needs to do to prove misconduct.

Attendees will also learn practical tips on how to present their case at an unemployment compensation eligibility hearing.

The HR series, sponsored by CopperPoint Mutual, is held September through April. Each seminar has different topic ranging from hiring practices, social media, legal issues today and more. This series is designed to be an open and informal discussion between human resource representatives and attendees, and is facilitated by a human resource professional.

This popular series is expected to return for a third year in the fall.

The Airpark Forum provides chamber members and the public with an opportunity to learn about the issues affecting the Scottsdale area business community. Several breakout sessions bring influential leaders, policymakers, members and other stakeholders together with attendees for a dialogue on such topics as development, transportation, global marketing, safety, social media strategy and financing. Sessions will be highlighted by a guest speaker and a moderator, and will allow plenty of time for questions and answers.

Celebrating 30 years of serving the women business owners of Phoenix

Spring 2015 • nawbophx.org

Letter from the President

By Dorothy Wolden, President 2014-2015

About NAWBO

NAWBO® prides itself on being a global beacon for influence, ingenuity and action and is uniquely positioned to provide incisive commentary on issues of importance to women business owners.

NAWBO Phoenix propels women entrepreneurs into economic, social and political spheres of power.

Visit one of our FREE welcome meetings, held the second Wednesday of each month – for all new and prospective members. This casual, informational opportunity highlights both local and national benefits of NAWBO membership. This is a great place to determine if NAWBO is a fit for you and your business.

Take advantage of this great networking opportunity by bringing business cards and making connections.

For more information, please visit NAWBOphx.org.

Phoenix Metropolitan Chapter of the National Association of Women Business Owners 7949 E Acoma Dr., #207 Scottsdale, Arizona 85260 480-289-5768 info@NAWBOphx.org

How to make it last: Business Longevity 2015 marks the 40th anniversary of the National Association of Women Business Owners, national association and the 30th anniversary of NAWBO Phoenix.

The National Association of Women Business Owners came into existence in the early 1970s when two women, Dottie Grandy and Denise Cavanaugh, realized that if they got together with other professional women, they could learn more as a group and their businesses would benefit. At the time women weren’t allowed to be members of the Rotary Club, the Chamber of Commerce or The United States Junior Chamber (Jaycees). Access to capital was nonexistent without a male cosigner. It was truly an unequal playing field, far worse than what we know now.

Gandy and Cavanaugh reached out to a handful of other Dorothy Wolden businesswomen they knew, and started meeting in the back room President, NAWBO Phoenix of their office in an old brick row house in Washington, D.C. Word of these meetings spread quickly, and a network started to emerge.

NAWBO has become a national organization with more than 5,000 members and 60 chapters across the country, with the Phoenix Chapter being 5th largest in the network.

These women who started NAWBO knew the importance of building a network and creating a place for resources, mentoring and Dorothy Wolden advice to start and build stronger businesses. Today, NAWBO still President stands by that mission, and locally we are striving to bring even more NAWBO-Phoenix 2014-2015 support to women business owners.

In 30 years, the NAWBO Phoenix leaders and members have GateWay Community College 108 N. 40th Street, South Bldg (SO) risen to great heights. Past President Donna Davis was appointed by Phoenix, AZ 85034 the President of the United States of America, Barack Obama, to 480.784.0591 be the Regional Administrator, Region 9 of the U.S. Small Business dorothy.wolden@domail.maricopa.edu Administration (SBA). Past President Kristine Kassel, owner of Benefits

By Design, is an award-winning business owner and was recently Years in Business: 13 Years in NAWBO: 6 appointed to the SBA’s Office of National Ombudsman, Region 9 Regulatory Advisory Board.

Our membership, past and present, has seen many award winners and influential businesswomen from our community, such as Barbara Barrett, former President of the Thunderbird School of Global Management, and Nancy Sanders, the current Regional Center Director of the Maricopa Small Business Development Center. In recent years, several members, including Past President Lynda Bishop, Hope Ozer, Hue Haslim, Pam Gaber, Past President Kristine Kassel and I, were honored as Outstanding Women in Business by the Phoenix Business Journal.

The list goes on with countless other award winners.

You might say that NAWBO Phoenix can attribute its longevity to having the right people on the bus in the right seats at the right time. As we continue to grow our membership and expand the resources we provide to women business owners of all sizes and business types, we can’t help but look back and have sincere gratitude for Continued on page 8

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Accountants vs. Bookkeepers vs.

Certified Tax Preparers

By Inna Korenzvit

Most business owners are kept busy with the day-to-day operations of running and growing their companies. While they do their work because they are passionate about it, not every aspect of being a proprietor is pleasant.

In a study done by TD Bank, bitly.com/entre-love-hate, over half of all the business owners surveyed ranked bookkeeping as their No. 1 hated responsibility of a business owner. According to StatisticBrain, bitly.com/ startup-fail-industry, financial issues account for 46 percent of business failures, and at no time does it ring more true than during the tax season.

Tax preparation can be confusing, time consuming, and expensive if you’re not prepared, but it also gets people thinking about greater financial issues, so important to the longevity of their business. Before the tax time, I am often asked about the difference between bookkeepers, accountants (CPAs) and certified tax preparers, officially known as IRS Enrolled Agents or EAs. Though all three types of these financial professionals share some common areas of expertise, the distinctions are vast.

The following is a brief reference guide: Bookkeeper

CPA

Provides advice on business structure and financial planning

✔

Provides tax planning advice and audit assistance

✔

✔

Specializes in income tax preparation

✔

✔ ✔

Has training and education on financial issues

✔

✔

Generates financial reports

✔

✔

Works throughout the year to ensure that business bookkeeping is accurate and up to date

✔

✔*

Does payroll and payroll tax returns

✔

✔*

Is able to assist with tax matters in multiple states Does sales tax returns (TPT)

✔ ✔

Analyzes and interprets financial reports Prepare forms 1099 and W-2

✔

✔ $$$

$$

Cost of preparing tax returns without having all bookkeeping information

$$$$

$$$

Times of engagement

2

✔

Cost of preparing tax returns with all bookkeeping information in order

Cost of doing on-going bookkeeping activities

NAWBO NEWS

Enrolled Agent

$

$$

Continuous

1-4 times a year

Once a year

While there is a certain amount of overlap between the expertise of the three types of financial professionals, there are numerous differences, and each financial professional may be uniquely appropriate for a particular task.

Your bookkeeper is the person entrusted with keeping your books current and complete, so that your accountant, banker, investors or you, yourself, can glean useful, up-to-date information at any time. While most people think of their financial records in the context of tax preparation, having up-todate, accurate books can become a valuable business tool in itself, helping a business owner avoid bank overdraft fees, better manage their operations, secure financing and maximize their company’s future growth.

A bookkeeper may be able to prepare some of the tax forms required

by IRS, such as 1099s for your contractors. Even though the bookkeepers do not prepare tax returns, having books up-to-date can bring significant savings. A recent survey by Xero indicates that 54 percent of accountants say their clients don’t have up-to-date records, which results in accountants having to charge those clients for up to 20 additional hours to prepare their tax return. Some accounting firms also offer bookkeeping services, though they typically outsource their bookkeeping, resulting in significantly higher costs than if you were to use a dedicated bookkeeping company.

While most of us go to accountants to prepare tax returns, their advice may extend well beyond tax preparation, and will likely include future tax planning and ongoing evaluation of business performance, including ideas on improving the operating results, as well as advice on staying compliant with the many financial regulations. Hence, it is useful to meet with your CPA at least

once each year, and perhaps as often as every quarter, to have them review the operating books of your business, provided the books are all current.

Meanwhile, due to the focus of the EA’s activities on tax preparation, it is natural to engage services of the tax preparers once a year. The nonCPA tax preparers may be a good, cost-effective option for an individual or a business whose tax situation has remained constant from previous years.

The EAs are well qualified to prepare tax returns, and may represent clients with inter-state tax issues, which a regular CPA cannot. Because of this, some CPAs also get qualified as EAs in order to provide their clients with a more versatile suite of tax services, though at higher CPA rates.

I hope this clears up some of the confusion regarding which professional is best for your needs and when is best to consult them. For professional bookkeeping services, bookkeeping advice, accountant recommendations, and tax preparer recommendations in Arizona, do not hesitate to contact KORE Bookkeeping solutions at info@korebookkeeping.com.

Inna Korenzvit is owner and CEO of KORE Bookkeeping Solutions, an Arizona-based professional bookkeeping company focused on helping its clients reach new levels of financial clarity while allowing them to focus their time on what they do best — running and growing their business.

Ken Blanchard College of Business | College of Education | College of Nursing | College of Arts & Sciences | College of Fine Arts & Production

Campus • Evening • Online

A R I Z O N A’ S P R I VAT E U N I V E R S I T Y S I N C E 1 9 4 9 Get started today! 855.287.0174 | www.gcu.edu/inbusiness Grand Canyon University is regionally accredited by the Higher Learning Commission of the North Central Association of Colleges and Schools. (800-621-7440; http://www.ncahlc.org/ ).

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NAWBO NEWS

Striving for Balance When Your Team is All Female

By Nancy A. Hetrick, CDFA™

As women business owners, we’re often drawn to hiring other women as we build our team. We like the camaraderie, the easy conversation and the like-minded ways of thinking. Let’s face it, we tend to be drawn to people who are JUST LIKE US! This actually applies to men, too, and it can be a major barrier to our business success.

Diversity among your team is a huge benefit, but what if you don’t have it?

If your team is all female, here are some things you might observe and want to address.

Meetings running too long — Women LOVE to collaborate and sometimes can dive down the rabbit hole before they even realize it.

With a female team, a specific meeting agenda distributed in advance with a time limit on each topic can help to keep everyone focused.

Lots of ideas with less actual action — Now, this is a huge generalization and certainly not always true, but the majority of women tend to be creative, right-brain thinkers. We like to use our imagination and visualize solutions, but it’s a much smaller percentage of women who are the detail-oriented, strategic thinkers and can actually break it down into step-by-step execution. If you find one of those for your team, treat her very well! She’s worth her weight in gold! And for heaven’s sake, let her create your processes and insist that everyone else follow them! If you DON’T have one of these on your team, seriously consider contracting a project manager to help you with execution of larger initiatives.

Unspoken misunderstandings or grudges — One of the realities of being a woman is, we are still driven in large part by the ancestral instincts that were crucial to our survival. As a cave woman in a large tribe, our likelihood of finding the best mate and achieving the highest levels among the tribe hinged upon being liked, and darned if we aren’t still driven by it today.

When men have conflict, they tend to just throw it out there, deal with it and move on. Not us.

Women will tend to say nothing and hope it just

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passes, all the while building resentments even to the point of deliberately undermining each other.

Horribly unproductive.

Start your team with a Clean Slate Policy.

Every time I bring in a new team member, male or female, we have an orientation meeting and I explain our Clean Slate Policy: Every day when we leave the office, you must have a clean slate with every other person. In other words, if there is ANYTHING that is causing discomfort, confusion, unrest or anxiety, we all agree that we will immediately bring it up. We each agree to be open to feedback and realize that we’re all on the same team and we all want the best for the company and each other and unspoken tension will not serve anyone. We will GET IT OUT and ADDRESS IT! A team of all women has a lot of advantages, but, hopefully, these tips will help to avoid a few

of the possible pitfalls. I’m actually looking for the first man to join my all-female company. It will take one brave soul to climb into this powerwoman cave!

Nancy Hetrick founded Smarter Divorce Solutions in 2012 and has more than 16 years of experience in both investment management and financial planning. Hetrick is a Certified Divorce Financial Analyst (CDFA™), a Master Analyst in Financial Forensics (MAFF), an Accredited Wealth Management Advisor (AWMA) and a trained mediator. She can be contacted at Nancy@SmarterDivorceSolutions.com.

Building Lasting Relationships with Content and Social Media Marketing

By Tracie Rollins

People buy great products and services from people they know, like and trust. But, how do you get people to know you if they won’t visit your store or call you for a consultation? You do it by building lasting relationships with content and social media marketing.

The process of building relationships hasn’t changed. You still build them through authentic engagement and conversation, but now your message can get out to many instead of only a few. Think of social media as the new telephone party line and content as the conversation that includes tips, news, jokes, inspiration, education and gossip. The combination of both builds the relationship, which eventually leads to permission to market to the buyer.

Understand Your Buyer

To begin building the relationship, start by understanding your buyer.

Don’t try to sell to everyone. Know who you’re talking to and take the time to create the one or two perfect buyer profiles. Be specific and avoid generalities. For example, a day care business might target working women, age 35-50, who live in zip code 85048 and have young children under the age of 5. Knowing exactly who your audience is helps you craft the message you want them to receive.

Engage in the Conversation

Find out where your buyers hang out online and locally. Be present in those places, engage in conversation and help when someone asks for it.

When you’re engaging in conversation on social media, pay attention to

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how the group responds to other posts. If they like inspirational quotes, helpful articles and cute llama pictures, then use them in your responses and posts. Be careful about being too pitchy or only chiming in when you’re trying to push your products.

Be Consistent

There’s nothing like going to a businesses website or social media site only to find that it’s out of date, not updated and looks like a ghost town.

There’s no better way to say you don’t care about your business or your buyers. To mitigate this, make sure you’re scheduling time during the day to focus on creating content and engaging in social media. Hire an expert if you can’t find the time. Consistency is the key to keeping your business in front of buyers until they’re ready to buy.

Tracie Rollins is the founder of The Rollins Advantage, LLC, a Phoenix-based content marketing firm that helps small businesses define and execute content and social media marketing strategies that attract interest, educates customers and delivers an amazing experience throughout the buying process. Tracie applies more than 18 years of experience to marketing strategy, research and development of content that educates, influences and improves the lives of others. She believes that education provides knowledge, knowledge drives actions and actions change.

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Business Mentoring Helps Ensure Long-term Success Program Offered by NAWBO Phoenix Chapter

By Paula Wittekind Business owners face challenging tasks and decisions every day. Finding a business mentor is one key element that can help to ensure continued business success.

This year marks the 11th anniversary of NAWBO Phoenix’s Mentoring Program. The purpose of the program is all about setting and achieving measurable goals that lead to economic impact.

The nine-month program, currently in progress, includes regular monthly sessions where guest speakers present topics and tools focused on key areas required for business success. A sampling of the topics for the current program year include the one-page business plan, importance of knowing your financials, setting measurable goals, identifying and using core values, using dashboards to track success, leveraging Kolbe A™ Index assessment results, marketing and sales strategies, business processes, and the importance of leadership and focus.

Program participants are paired with an established business owner, a chapter volunteer, with knowledge and experience to share. Both mentees and mentors are provided business counseling through the Maricopa Small Business Development Center. Each month, the mentee-mentor pairs are encouraged to meet in one-on-one sessions to work on their business development goals.

The program begins in September and ends in May. It is offered as a free benefit for chapter members who meet the application criteria.

Planning and recruiting for the 2015-16 program year will begin soon.

For more information about the NAWBO Business Mentoring Program, contact Paula Wittekind, mentoring program director, at paula@CDQLearning.com or 480-759-2989, or go to www.nawbophx.org.

Support Local Entrepreneurial Education and Economic Development Plus gain direct access to one of the fastest growing demographic of consumer decision makers.

The NAWBO Phoenix Chapter is seeking to develop relationships and work with community organizations to bring value to both partners.

To learn more about the opportunities to connect with NAWBO and Phoenix women business owners, contact Suzanne Lanctot at suzanne@nawbophx.org or 480-289-5768 7949 E. Acoma Drive, Suite 207, Scottsdale, AZ 85260

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NAWBO NEWS

480.289.5768

www.nawbophx.org

Network Like a Girl

By Victoria Trafton

While “acting like a girl” may not be advised for athletes or aspiring corporate executives, it may be just the right strategy for small-business owners!

Authors and executive coaches advise us to lean in, aggressively go after promotions, and negotiate for better salaries to win. Learning how to “man up” is good advice since men hold most high-level positions.

For small business, that behavior may not get you as far as connecting with your marketplace, helping others, being known by your prospects.

Phoenix is known for hosting hundreds of networking events each month where business is generally won hand-to-hand and face-to-face.

The ability to connect builds the kind of trust that leads to more clients.

In addition to a good online presence and social media strategy, networking is an essential marketing technique for small business. The goal of networking is to build awareness and trust in the marketplace so people are comfortable giving you their business or their referrals.

Women have unique characteristics that become a strategic advantage in networking.

Men’s brains are literally wired for risk taking and assertiveness. They tend to excel in the type of behavior applauded in the higher ranks of the corporate world. Women are wired for collaboration and connection. They tend to excel at building relationships.

We all have heard the jokes about women who talk too much, right? Who knew we could and should talk our way to success! It is easy to laugh at those jokes when you know talking can be a great marketing strategy.

While I advise more listening than talking when selling, talking may be the best way to have prospects coming to you. So go ahead, act like a girl and get out there and start talking.

Collaborating with other business owners allows small businesses to better serve their clients and leverage their market presence through strategic partnerships. Cross promotion for your partners is acceptable at networking events while outright selling for yourself is not appreciated.

nawbophx.org

The key to effective networking is consistent engagement over an extended period. You can’t build relationships casually in a few months. It takes time and intention. Participate in groups where you have something in common and you enjoy going. Don’t limit your networking to business networking. You can find sports groups, hobby groups, nonprofit groups or parent groups focused on your kids. What do you enjoy talking about? Conversations will be easy, natural and friendly with people who enjoy the same topics.

Whether you are male or female, an introvert or extrovert, “acting like a girl” can give you the advantage in networking. Your challenge is to

find the right groups for you and show up time and time again really connecting with the people you meet.

Victoria Trafton is the founder of The Sisterhood of Happiness, a unique learning and networking organization for women entrepreneurs. As a referral specialist, she has provided referral training and coaching to more than 2,000 people in the local business community.

7

NAWBO NEWS

NAWBO PHOENIX Presidential Corporate Partners InfusionSoft SRP Western International University Executive Corporate Partners Allstate Insurance Border States Electric Kolbe Corp Lewis Roca Rothgerber National Bank of Arizona Newtek Technology Services Orchard Medical Consulting Southwest Gas Wal-Mart Wells Fargo Business Corporate Partners Arizona Bank & Trust Bank of Arizona Benjamin Franklin Plumbing New York Life Phoenix Country Club Schmeiser, Olsen & Watts LLP UPS Strategic Media Partners Creative Intuition Spalsh Marketing Independent Talk 1100 KFNX MoneyRadio 1510 NetworkingPhoenix.com Phoenix Business Journal Executive Media Partners Beaver Pond Enterprises, LLC CITY Sun Times InBusiness Magazine Infinite Reach Agency Community Alliance Partners Arizona Small Business Association Arizona Small Business Development Center Scottsdale Area Chamber of Commerce Regus Visit Phoenix Women’s Enterprise Foundation

8

NAWBO NEWS

Small Business Marketing Old School Versus New Tools

By Kristin Slice

In marketing, things move quickly.

Each day brings a new tool.

Each week, a new trend. Marketing has one strategy that has stood the test of time: Build relationships and reach people.

The tools we use to build relationships have evolved over time. The good news is, many of the new marketing tools make building relationships easier. Used correctly, the same message leveraged over multiple marketing tools or platforms yields a higher impact.

For example, a direct mail campaign combined with email and LinkedIn connections and posts leverages an organization’s resources.

Networking in person is more valuable when you have a solid digital follow-up strategy.

The future holds more and more technology that can make building relationships easier if we embrace the technology and keep sight of the goal: building relationships. They say that content is King. Then, relationships are Queen.

Wise businesses use the tools available today to genuinely reach out and connect with people time and time again.

Some say that technology has separated people, made it more difficult to build real relationships. That depends on exactly how technology is used. Rather, think of technology as a marketing tool. Used in concert with all

the marketing tools we now have access to, businesses can build a stronger foundation of relationships than ever before.

As marketers, we need to have a tool that we sell people or other businesses. If we told people that we “help your business build relationships,” the first question is always, “How?” Valuing relationships is not something every marketer understands, but when you do, it is integrated in every tool. Every direct mailer, business card, social media post and blog that we put together for our clients is designed to build relationships.

It is easy to get lost in a sea of marketers selling one tool or to get swept up in the storm of the latest trend. As a business owner and a leader, it is your job to keep the course and remember the only way to get to your treasure is a slow and steady course of relationships.

Splash. Giving innovative leaders the tools to build revenue through Printing, Graphic Design and Marketing.

We’re on a mission to empower small businesses and build community. We make it simple to market your business. Custom proven strategies. Locally owned and operated from the Scottsdale Airpark for over 25 years.

Make a Splash. Reach People. www.splashaz.com

Continued from page 1

the women who came before us and paved the way.

I can personally attest that if it were not for my NAWBO membership I would not have lasted 13 years as a business owner. What I have learned about business ownership and leadership is not something taught in a classroom. And the friendship and positive financial gains have been well worth my annual membership dues.

I invite you to read through the pages of this supplement and gain insight from subject matter experts, who are NAWBO members, about how to “make it last.” Also visit the NAWBO Phoenix website (www.nawbophx.org) and register for an upcoming event. Both men and women are welcome to visit and learn how NAWBO can support your business growth goals.

Here’s to another 40 years ...

Sincerely, Dorothy Wolden 2014/15 President NAWBO Phoenix

PRESENT

2015

Business Healthcare Services Guide Associations & Government

Urgent Care

Employee Benefits Consultants Dental Insurance

Workplace Bundled Health Programs

Individual & Group Health Insurance

Workplace Wellness

Hospitals

Workplace Ergonomics

Join us for our event on April 17, 2015. www.inbusinessmag.com

“Lasting success is not a result of coincidence – it’s the result of focused hard work. At Brown & Brown, we’ve built a culture that insures success.”

Brown & Brown Insurance of Arizona, Inc. is your hometown, full-service insurance broker. With specialists in all lines of coverage, we protect the investments of individuals and multi-million-dollar businesses alike. As a national, publicly traded insurance brokerage, we can access virtually any market, allowing us the competitive versatility and leverage not found with smaller brokers. The decentralized culture of Brown & Brown Insurance gives us the local controls necessary to remain nimble and decisive, bringing you the coverage and service you deserve. We will identify and measure all risk exposures before recommending and providing the most advantageous solutions. At Brown & Brown Insurance of Arizona, we represent you, the client, first.

If you would like more information about Brown & Brown Insurance of Arizona, visit us at www.bbphoenix.com

Brown & Brown Insurance of Arizona, Inc. 2800 N. Central Ave., 16th Floor Phoenix, Arizona, 85004 602.277.6672

Authorized Broker

Business Healthcare Services Guide Protecting Physicians, Protecting Patient Care The physicians we entrust with caring for ourselves and our families have dedicated their lives to the practice of medicine. Most have endured a decade or more of training, especially those in specialized fields such as neurosurgery or gastroenterology, and have sacrificed much in their lives to make their patients’ lives better. This issue of In Business Magazine highlights the many facilities, practices, organizations and associations that physicians belong to or utilize as they work to carry out their mission of promoting excellence in the quality of care and the health of the community.

But who’s looking out for the best interests of physicians? Unfortunately, it’s not physicians, as most are too busy caring for their patients to speak up when the government mandates more stringent regulations or imposes reimbursement cuts to Medicare and Medicaid. Or when insurance companies structure narrow networks that limit which physicians may be involved.

Many of the policy changes in recent years have been formulated to improve the quality of care and enhance access to care. The Affordable Care Act was structured to ensure that everyone has the opportunity to purchase affordable health insurance. Meaningful Use was developed to encourage physicians to utilize electronic health records (EHRs) for the purpose of improving the quality of care and streamlining care coordination. But the practical result does not always match the intent as physicians must carve out time for administrative matters.

Organizations like ours advocate on behalf of physicians and patients alike. But, as the healthcare landscape evolving under the Affordable Care Act is still being shaped, individuals have an opportunity to make their voice heard — from the legislature to the insurance company to the physician’s office. Now is a time to be a shaper of the future of healthcare, not just a consumer.

And I hope you enjoy this Business Healthcare Services Guide. It is a great resource for businesses of all sizes, as the health and well-being of employees is critical to the success of any business. Please keep this guide as a reference all year long.

Sincerely,

Jay Conyers, Ph.D. Executive Director, Maricopa County Medical Society Chief Executive Officer, Medical Society Business Services

Jay Conyers, Ph.D., serves as the executive director of the Maricopa County Medical Society and CEO of the Medical Society Business Services. He has prior experience as a healthcare executive in Washington, D.C., and previously served on the faculty at the University of Texas Health Science Center at Houston. During his academic tenure, he held faculty positions in internal medicine, biomedical engineering and surgery.

Dr. Conyers holds a Ph.D. in physical/analytical chemistry from the University of Utah and a B.S. in chemistry from Trinity University. His recent consulting experience was focused on healthcare reform, telemedicine and health information technology, where he also served as chief of staff to the late Ward Casscells, M.D., former assistant secretary of defense for Health Affairs (2007—2009).

PRESENT

2015

Business Healthcare Services Guide Associations & Government Employee Benefits Consultants Dental Insurance

Urgent Care Workplace Bundled Health Programs

Individual & Group Health Insurance

Workplace Wellness

Hospitals

Workplace Ergonomics

About this Guide With healthcare front and foremost on the mind of many business owners and executives, and recognizing that healthcare and wellness programs involve the whole community working together, the editorial staff of In Business Magazine has compiled the 2015 Business Healthcare Services Guide. Presented on the following pages are listings of companies in the healthcare industry, organized by category.

Join us for our event on April 17, 2015. www.inbusinessmag.com

I N B U S I N E S S M AG . CO M

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Business Healthcare Services Guide Associations & Government Arizona Dental Association 3193 N. Drinkwater Blvd., Scottsdale (480) 344-5777 azda.org

Arizona Foundation for Medical Care 326 E. Coronado Rd., Phoenix (602) 252-4042 azfmc.com

Employee Benefits Consultants (many offer insurance) Arizona Benefit Consultants, LLC 6245 N. 24th Pkwy., Suite 201, Phoenix (602) 956-5515 abcllc.org

Benefits By Design 8631 S. Priest Dr., Tempe (480) 831-7700 benefitsbydesignaz.com

Horizon Benefits Group

Amenda Insurance Associates Ltd

6245 N. 24th Pkwy., Suite 216, Phoenix (602) 957-3755 horizonbenefits.com

5046 E. Redfield Dr., Scottsdale (480) 284-6400 douglasamenda.com

Dental Insurance

American Family Insurance

American Dental Plan

Multiple Agents Valley-wide (800) 692-6326 amfam.com

1645 E. Bethany Home Rd., Phoenix (602) 265-6677 arizdental.com

Benefits By Design Arizona Health Care Association

Blue Water Benefits Consulting

1440 E. Missouri Ave., Suite C-102, Phoenix (602) 265-5331 azhca.org

14301 N. 87th St., Suite 306, Scottsdale (480) 313-0910 employeebenefitcompliance.com

Arizona Health Care Cost Containment System (AHCCCS)

Paul Breslau 8362 E. Via de Risa, Scottsdale (602) 692-6832 breslauinsurance.com

801 E. Jefferson St., Phoenix (602) 417-7000 azahcccs.gov

Arizona Hospital and Healthcare Association 2800 N. Central Ave., Suite 1450, Phoenix (602) 445-4300 azhha.org

Arizona Medical Association 810 W. Bethany Home Rd., Phoenix (602) 246-8901 azmed.org

Arizona Pharmacy Association 1845 E. Southern Ave., Tempe (480) 838-3385 azpharmacy.org

Maricopa County Medical Society 326 E. Coronado Rd., Phoenix (602) 252-2015 mcmsonline.com

8631 S. Priest Dr., Tempe (480) 831-7700 benefitsbydesignaz.com

Breslau Insurance & Benefits Breslau Insurance & Benefits

Paul Breslau 8362 E. Via de Risa, Scottsdale (602) 692-6832 breslauinsurance.com

Delta Dental of Arizona Connect Benefits 1818 E. Southern Ave., Mesa (480) 985-2555 connect-benefits.com

5656 W. Talavi Blvd., Glendale (602) 938-3131 deltadentalaz.com

JDH Insurance Brokerage Services Employee Benefits Exchange Corp.

1745 S. Alma School Rd., Suite 210, Mesa (480) 839-6100 ebxaz.com

FBC Services, Inc. 14201 N. 87th St., Scottsdale (602) 277-8477 fbcserv.com

Heather Wunderle 20403 N. Lake Pleasant Rd., Suite 117-234, Peoria (623) 594-0926

Matsock & Associates 2400 E. Arizona Biltmore Circle, Phoenix (602) 955-0200 matsock.com

Powers-Leavitt Insurance Focus Benefits Group 4120 N. 20th St., Phoenix (602) 381-9900 focusbenefits.com

Health Insurance Express, Inc. Superstition Marketplace 1155 S. Power Rd., Suite B101, Mesa (480) 654-1200 healthinsurance-express.com

14301 N. 87th St., Suite 308, Scottsdale (480) 348-1100 powers-leavitt.com

Benefits By Design 8631 S. Priest Dr., Tempe (480) 831-7700 benefitsbydesignaz.com

Blue Cross Blue Shield of Arizona 2444 W. Las Palmaritas Dr., Phoenix (602) 864-4899 azblue.com

Bowman & Associates Insurance 16042 N. 32nd St., Bldg. A, Phoenix (602) 482-3300 bowmaninsurance.com

Breslau Insurance & Benefits Paul Breslau 8362 E. Via de Risa, Scottsdale (602) 692-6832 breslauinsurance.com

Cigna 25500 N. Norterra Dr., Phoenix (800) 997-1654 cigna.com

Farmers Insurance Group Kara Anspach 15849 N. 71st St., Suite 255, Scottsdale (480) 998-8070 farmersagent.com/kanspach

Glass Financial Group

Individual & Group Health Insurance

4455 E Camelback Rd., Suite D260, Phoenix (602) 952-1202 glassfinancialgroup.com

Aetna

HealthNet of Arizona

4645 E. Cotton Center Blvd., Phoenix (800) 225-3375 aetna.com

1230 W. Washington St., Suite 401, Tempe (602) 794-1400 healthnet.com

»

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I N B U S I N E S S M AG . CO M

Do you really want to tell your employees the best pediatric care is not in their network?

Your employees and their families deserve the best care.

Phoenix Children’s is among a select group of pediatric care providers recognized for excellence in meeting the highest standards for patient safety, quality and value. Make sure your plan includes Phoenix Children’s Hospital and Phoenix Children’s Care Network, its network of physicians, so the best is available for your employees and their families.

For more information visit:

PhoenixChildrens.org

Business Healthcare Services Guide Individual & Group Health Insurance (con’t.)

Humana Health Insurance of Phoenix

Banner Baywood Medical Center 6644 E. Baywood Ave., Mesa (480) 321-2000 bannerhealth.com/baywood

20860 N. Tatum Blvd., Suite 400, Phoenix (480) 515-6400 humana.com

Banner Boswell Medical Center

JDH Insurance Brokerage Services

Banner Del E. Webb Medical Center

Heather Wunderle 20403 N. Lake Pleasant Rd., Suite 117-234, Peoria (623) 594-0926

14502 W. Meeker Blvd., Sun City West (623) 524-4000 bannerhealth.com

10401 W. Thunderbird Blvd., Sun City (623) 832-4000 bannerhealth.com/boswell

Banner Estrella Medical Center Powers-Leavitt Insurance Agency Charlene Powers 14301 N. 87th St., Suite 209, Scottsdale (480) 348-1100 powers-leavitt.com

Reseco Insurance Advisors Todd Newton 7901 N. 16th St., Suite 100, Phoenix (602) 753-4250 resecoadvisors.com

State Farm Arizona Multiple Agents Valley-wide (877) 331-8261 statefarm.com

UnitedHealthcare 1 E. Washington St., Suite 1700, Phoenix (800) 985-2356 uhc.com

Hospitals Arizona Heart Hospital 1930 E. Thomas Rd., Phoenix (602) 532-1000 abrazohealth.com

Arrowhead Hospital 18701 N. 67th Ave., Glendale (623) 561-1000 arrowheadhospital.com

9201 W. Thomas Rd., Phoenix (623) 327-4000 bannerhealth.com

Banner Gateway Medical Center 1900 N. Higley Rd., Gilbert (480) 543-2000 bannerhealth.com

Banner Good Samaritan Medical Center 1111 E. McDowell Rd., Phoenix (602) 839-2000 bannerhealth.com

Banner Heart Hospital 6750 E. Baywood Ave., Mesa (480) 854-5000 bannerhealth.com

Banner Ironwood Medical Center 37000 N. Gantzel Rd., San Tan Valley (480) 394-4000 bannerhealth.com/ironwood

Banner MD Anderson Cancer Center

Cancer Treatment Centers of America at Western Regional Medical Center 14200 Celebrate Life Way, Goodyear (623) 207-3000 cancercenter.com

Cardon Children’s Medical Center 1400 S. Dobson Rd., Mesa (480) 412-5437 bannerhealth.com

Chandler Regional Medical Center 1955 W. Frye Rd., Chandler (480) 728-3000 dignityhealth.org/chandlerregional

Gilbert Hospital 5656 S. Power Rd., Gilbert (480) 984-2000 gilberter.com

Honor Health - Deer Valley Hospital 19829 N. 27th Ave., Phoenix (623) 879-6100 jcl.com

Honor Health - North Mountain Hospital 250 E. Dunlap Avenue, Phoenix (602) 870-6060 jcl.com

Maricopa Medical Center 2601 E. Roosevelt St., Phoenix (602) 344-5011 mihs.org

Mountain Vista Medical Center 1301 S. Crismon Rd., Mesa (480) 358-6100 mvmedicalcenter.com

Paradise Valley Hospital 3929 E. Bell Rd., Phoenix (602) 923-5000 paradisevalleyhospital.com

Phoenix Baptist Hospital 2000 W. Bethany Home Rd., Phoenix (602) 249-0212 phoenixbaptisthospital.com

Phoenix Children’s Hospital 1919 E. Thomas Rd., Phoenix (602) 933-1000 phoenixchildrens.org

St. Joseph’s Hospital & Medical Center 350 W. Thomas Rd., Phoenix (602) 406-3000 stjosephs-phx.org

St. Luke’s Medical Center 1800 E. Van Buren St., Phoenix (602) 251-8100 stlukesmedcenter.com

Honor Health - Shea Medical Center 9003 E. Shea Blvd., Scottsdale (480) 323-3000 shc.org

Maryvale Hospital

Honor Health - Osborn Medical Center

5102 W. Campbell Ave., Phoenix (623) 848-5000 abrazohealth.com

7400 E. Osborn Rd., Scottsdale (480) 882-4000 shc.org

Mayo Clinic Hospital

Honor Health - Thompson Peak Hospital

2946 E. Banner Gateway Dr., Gilbert (480) 256-6444 bannerhealth.com

5777 E. Mayo Blvd., Phoenix (480) 515-6296 mayoclinic.org

Banner Thunderbird Medical Center

Mercy Gilbert Medical Center

5555 W. Thunderbird Rd., Glendale (602) 865-5555 bannerhealth.com

3555 S. Val Vista Dr., Gilbert (480) 728-8000 mercygilbert.org

7400 E. Thompson Peak Pkwy., Scottsdale (480) 324-7000 shc.org

»

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I N B U S I N E S S M AG . CO M

“Healthy Employees Are Productive Employees” Reduce your Company’s overall Healthcare Cost…

• Wellness & Preventative care On-Site • Dramatically reduce healthcare claims Our Nurse Practitioners & Staff

• Your company’s healthcare advocate

On-Site Healthcare at Work • 602-424-2101 • www.hcsonsite.com

Business Healthcare Services Guide Urgent Care

Urgent Care Extra

Healthcare Solutions Centers

Workplace Ergonomics

FastMed Urgent Care

Multiple Valley Locations urgentcareextra.com

4831 N. 11th St., Phoenix (602) 424-2101 hcsonsite.com

Ergoguys Products

Workplace Bundled Health Programs

NextCare Urgent Care

Arrowhead Health Centers

Multiple Valley Locations (888) 958-2128 nextcare.com

Multiple locations (623) 334-4000 arrowheadhealth.com

One Health Alliance Urgent Care

Surgical Specialty Hospital

7 Valley Locations (855) 887-4368 onehealthurgentcare.com

6501 N. 19th Ave., Phoenix (602) 795-6020 sshaz.com

Phoenix Children’s Hospital Urgent Care

Workplace Wellness

4 Valley Locations (480) 922-5437 phoenixchildrens.com/urgent-care

Absolute Health

D11473 10/14

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8360 E. Raintree Dr., Suite 135, Scottsdale (480) 991-9945 absolutehealthaz.com

LifeCore Group P.O. Box 10264, Glendale (602) 235-2800 myhealthdividends.com

Orchard Medical Consulting Robin Orchard P.O. Box 54846 (602) 942-4700 orchardmed.com

5622 W. Orchid Ln., Chandler (602) 354-4190 ergoguys.com

ESI Ergnomic Solutions 4030 E. Quenton Dr., Suite 101, Mesa (480) 517-1871 esiergo.com

Goodmans Interior Structures 1400 E. Indian School Rd., Phoenix (602) 263-1110 goodmansinc.com

Redirect Health 16222 N. 59th Ave., Suite A-100, Glendale (623) 521-9406 redirecthealth.com

An independent licensee of the Blue Cross and Blue Shield Association.

117250-15

Multiple Valley Locations (480) 545-2787 fastmed.com

I N B U S I N E S S M AG . CO M

The Arizona Hospital and Healthcare Association is the statewide association for organizations and leaders devoted to collectively building better healthcare and health for the patients, people and communities of Arizona.

AzHHA ‌ working to make Arizona the Healthiest State in the Nation.

2800 N. Central Avenue, Ste. 1450 Phoenix, AZ 85004-1051 (602) 445-4300 (602) 445-4299 Fax www.azhha.org

Stepping up

to recognize Arizona businesses

Your business succeeds when you take care of your people.

We succeed when we take care of you.

UnitedHealthcare provides a broad portfolio of health care plans developed with the needs of Arizona businesses in mind. And our plans include services and extras to help businesses and their employees make the most of their time and money. We are proud to be a sponsor of In Business Magazine’s The New Healthcare event.

Š2015 United HealthCare Services, Inc. Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affiliates. Administrative services provided by United HealthCare Services, Inc. or their affiliates. Health Plan coverage provided by or through a UnitedHealthcare company. UHCAZ690199-001

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I N B U S I N E S S M AG . CO M

Fowles, Sarah L., 20

Kyl, John, Sen., 38

Schweikert, David, Rep., 38

Adelberg, Doug, 20

Fox, Sam, 34

LaVant, Isaac, D.D.S., 16

Senkut, Aydin, 14

Alling, Jacky, 28

Frindrich, Karl, M.D., 16

Lemay, Joe, 14

Shafer, Hart, 16

Atencio, Jessie, 13

Frye, Donn, 42

Luster, Tanner, 12

Shufeldt, John, M.D., 20

Berg, David, D.C., 20

Garces, Jose, 34

Plumeri, Joe, 27

Slice, Kristin, 50

Breslau, Paul, 10

Garcia, James, 29

Richards, John, 20

Stelnik, Jeff, 20

Caliendo, Anthony, 26

Grandy, Dottie, 43

Rollins, Tracie, 47

Thomas, Melanie, 20

Campbell, Bob, 20

Gun Woong, Lee, Ph.D., 14

Rounds, Jim, 39

Trafton, Victoria, 49

Cavanaugh, Denise, 43

Heckman, Bill, 42

Sadvary, Tom, 42

Tralongo, Ken, D.D.S., 16

Coffman, D. Samuel, 18

Hetrick, Nancy A., 46

Sanicola, Lenny, 20

Waldrop, Stephanie R., 10

Coley, Victoria, 20

Isquith, Jeffrey, 14

Santanam, Raghu, Ph.D., 14

Walker, Linda, 35

Conyers, Jay, 53

Jessop, Flora, 36

Schneider, Deborah, 34

Welch, Jack, 27

Deming, Scott, 66

Jessop, Ruby, 36

Scholssberg, Shana, 14

Welch, Suzy, 27

Downer, Sherry Janssen, 18

Kassel, Kristine, 10

Schulze, Alexis, 14

Wittekind, Paula, 48

Fine, Peter S., 9

Kidder, Rick, 35

Schulze, Steve, 14

Wolden, Dorothy, 43

Folk, Gina, 27

Korenzvit, Inna, 44

Schutz, Ken, 28

Ziegler, Ellie, 42

Desert Botanical Garden, 28

Maricopa Community Colleges, 33

Dickinson Wright, 18

Maricopa County Medical Society, 53

Scottsdale Area Chamber of Commerce, 30, 35

Distrito, Scottsdale, 34

Mastro’s City Hall Steakhouse, 37

Downtown Phoenix, Inc., 62

Mastro’s Ocean Club, 37

Economic Club of Phoenix, 30

Mastro’s Steakhouse, 37

Elliot D. Pollack & Company, 39

Medical Society Business Services, 53

SOL Cocina, 34

Emailage, 14

National Association of Women Business Owners – Phoenix, 30, 43

Sonora Quest Laboratories, 57 Splash, 50

Nationwide Realty Investors, 14

Startup Grind Phoenix, 31

Nekter Juice Bar, 14

Tempe Chamber of Commerce, 30, 31

North Italia, 34

ThereSpecs, 16

Phoenix Children’s Care Network, 55

ThinkSmalBiz, 63

Phoenix Children’s Hospital, 16, 20, 55

Thunderbird Executive Inn & Conference Center, 64

Forneris, Chris, 16

Affinity Technology, 64 Ahwatukee Foothills Chamber of Commerce, 31 Alerus Financial, 5 Alliance Bank of Arizona, 3 American Legion, 42 Arizona Association for Economic Development, 30

Employee Benefits International, 10

Arizona Bioindustry Association, 31

EZBZ, 14

Arizona Care Network, 20

Felicis Ventures, 14

Arizona Community Foundation, 28

Fennemore Craig, 18

Arizona Diamondbacks, 19

FSW Funding, 61

Arizona Division of Occupational Safety and Health, 13

Gilbert Chamber of Commerce, 30, 31

Arizona Hospital and Healthcare Association, 59 Arizona State University, 14 Association for Growth – Arizona, 31 Ballistic Furniture Systems, 14 Banner Health, 9, 68 Benefits by Design, 10 Blue Cross Blue Shield of Arizona, 20, 58 Breslau Insurance & Benefits, 10 Brown & Brown Insurance of Arizona, Inc., 52 Burnham Benefits, 12, 20 Cathy Hotchkiss, 62 Chandler Chamber of Commerce, 31 Child Protection Project, 35 Coach, 32

Enterprise Bank & Trust, 31

Phoenix Convention Center, 7

Grand Canyon University, 45

Phoenix Philanthropy Group, The, 28

Greater Phoenix Chamber of Commerce, 30

Pinnacle Bank, 67 PostOp Concierge, 16

Greenlights, 28

Prestige Cleaners, 42

Gucci, 32

Protravel, 12

Healthcare Solutions Centers, 57

Quarles & Brady, 20

Hispanic Chamber of Commerce, 29

Redirect Health, 20

HMA, Inc., 42

Reliable Background Screening, 63

Humana, 20

Rocketbook, 14

IKEA, 2

Rollins Advantage, The, 47

Infusionsoft, 62

Safe and Sound with Amaya, 66

International Council of Shopping Centers, 30

Corporate Wellness 365, 20 Cypress Development Group, 12

Sisterhood of Happiness, The, 49 Smarter Divorce Solutions, 46

Time to Hire, 12 Tralongo, 16 UnitedHealthcare, 60 UpdateZen, 12 Vermillion Photo, 61 Volvo Car Corp., 32 W. P. Carey School of Business, 14 Weight Watchers International, 20 Wells Fargo, 15 WESTMARC, 30 WorldatWork, 20

CHECK US OUT

James M. Cox Foundation, 16 Joint, The, 20 KORE Bookkeeping Solutions, 44 KTAR News-Talk 92.3, 17

/inbusinessmagphx

Lincoln Property Company, 14

CopperPoint, 7

Scottsdale Health, 42

Louis Vuitton, 32

@inbusinessmag

Lovitt & Touché, 20

In each issue of In Business Magazine, we list both companies and indivuduals for quick reference. See the stories for links to more.

Bold listings are advertisers supporting this issue of In Business Magazine.

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I N B U S I N E S S M AG . CO M

FEBRUARY 2015

A CANDID FORUM

Reality vs. Perceptual Reality Do your customers view you as YOU view you?

by Scott Deming

Scott Deming (www.scottdeming.com), author of Powered by Purpose, has 30 years’ experience speaking, training and consulting with the largest and smallest companies in the world, helping them to create cultures that matter and cultures that last. His purpose is to help clients, friends and strangers make a positive change — in their personal life, professional life or organization.

He is the founder and chairman of Safe and Sound with Amaya (www. safeandsoundwithamaya. org), one of the original founders and past board member of ServiceNation (www.servicenation.org), and past board member of several nonprofits.

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One of the “realities” I’ve discovered through the years of business ownership, consulting and speaking, is that the customer or client rarely sees you as YOU see you. This is known as Perceptual Reality. In his book Magical Worlds of the Wizard of Ads, Roy H. Williams defines Perceptual Reality as our imagination. We spend a great deal of time there, and while there we create ideas and perceptions of ourselves that simply are not true or real. We begin to think we’re better than we are and we are convinced our service is better than it actually is.

A study titled “The Lake Wobegon Effect,” affectionately named after Garrison Keeler’s radio show, highlights a human trait known as Illusory Superiority. It is a cognitive bias whereby individuals overestimate their own qualities and abilities, relative to others.

Simply put, we are not as great as we think we are and our service is not nearly as good as it should be. By understanding that all individuals suffer from this effect, especially those in business and especially those in a leadership position, we can take steps to reacquaint ourselves with our real selves.

A Bain & Company study showed that nearly 90 percent of all senior executives pat themselves on the back for their treatment of customers. These same executives also

say they provide a superior level of service to their customers.

When the customers of these companies were asked about the level of service they receive from said companies, they gave only 8 percent a superior rating.

No matter how many processes are in place and no matter how technically correct a process is, if the customer views you, your product or your service as less than wonderful, that, my friend, is reality. I was recently at a hotel (no name, but it is a large luxury chain) and before my presentation I was eating breakfast in its restaurant. Before the waitress came over to my table, I picked up my coffee mug — and it was filthy. I switched it for another mug on the table that was clean. After she poured my coffee, I handed her the dirty mug and suggested they run it through the dishwasher. I told her it was quite dirty. She looked at the mug and said, “It’s not dirty; it’s stained.”

And she put the mug back on the table. Then she said, “Everyone thinks they’re dirty. We run these through the wash so often the coffee gets stained on the mug.” Then she walked away. Now, technically speaking, this mug was clean. However, I and many others view it as dirty. Is it clean or is it dirty?

Put yourself in your customer’s shoes on a regular basis and learn about you and your company from their perspective. You’ll be amazed at what you see, and you’ll be pleased at the solutions you come up with to create a better culture and a higher level of service.

We are not as great as we think we are and our service is not nearly as good as it should be.

A 2013 study conducted by the Center for Leadership Development and Research at Stanford Graduate School of Business, Stanford University’s Rock Center for Corporate Governance, and The Miles Group reveals that boardrooms are giving poor grades to CEOs for their mentoring skills and board engagement — but still prioritize financial performance above all else. bit.ly/ceo-performance-survey

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Banking means more here.

Bank better. Bank Pinnacle.

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The cost curve of health care can only bend when value is delivered to consumers.

Health care in America is undergoing a fundamental transformation leading to better care and improved consumer experience at lower costs. That’s a formula for value that’s attractive to any business. Banner Health is proud to help lead in this critical effort. Headquartered in Phoenix with more than 39,000 employees in seven states, Banner Health is at the leading edge of this transformation. We’re forging new affiliations with government and insurance organizations that have demonstrated impressive success in the delivery of value-based care through the emerging approach that manages the health of populations – one member or patient at a time.

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