October 2018 issue of In Business Magazine

OCT. 2018

2018 Business’s Open Enrollment Guide

Healthcare

Meets Business in the Technology Age Social Media: Mindset and ROI Turn Customer Service Mishaps to Opportunity Blockchain Advances in FinTech $4.95 INBUSINESSPHX.COM

THIS ISSUE Tempe Chamber of Commerce Arizona Small Business Association

Because no two clients are ever the same.

TM

Understanding what makes you unique.® www.swlaw.com

JAMES P. MELENDRES | 602.382.6555 | JMELENDRES@SWLAW.COM SNELL & WILMER | ONE ARIZONA CENTER | 400 EAST VAN BUREN STREET | SUITE 1900 | PHOENIX, AZ 85004 DENVER | LAS VEGAS | LOS ANGELES | LOS CABOS | ORANGE COUNTY | PHOENIX | RENO | SALT LAKE CITY | TUCSON

OCTOBER 2018

COVER STORY

22 Open Enrollm ent

MAGAZINE

In Business Magazine explores the ways technology is changing access to healthcare as well as advancing treatments and care — and what this means for employers offering healthcare coverage to their employees.

Guide

OCT. 2018

IN BUSINESS

2018 Busine ss’s

HEALTHCARE

Healthcare Meets Bus

iness

in the Techn ology Age

OCTOBER

Social Media: Mindset and ROI Turn Custome Service Mishaps r Opportun to ity Blockchain in FinTech

2018 • INBUSINESSPHX.COM

THIS ISSUE

Advances

Tempe Chamber of Commerce Arizona Small Business Association

$4.95 INBUSINESSPHX.COM

DON’T MISS OUT!

Get a year of In Business Magazine Subscribe now at inbusinessphx.com

PARTNER SECTIONS TEMPE CHAMBER

ADVANTAGE

Small Business of the Year: MAC6

Davis Miles McGuire Gardner, PLLC sponsors service activities such as Shear Beauty (a fundraiser for the prevention of breast cancer) and participates in community service projects with St. Vincent De Paul, Feed My Starving Children and others. It also partners with the ASU Sandra Day O’Connor College of Law to host ASU’s Moot Court Competition.

T E M P E C H A M B E R A D V A N TA G E

Te m p e C h a m b e r. o r g

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37 Tempe Chamber of Commerce

(ASBA) fosters and empowers a thriving small-business community by working diligently to advocate for legislation and regulation that supports a probusiness environment while eliminating legislation that threatens small business.

ASBA brings relevant and dynamic education and mentoring opportunities to business owners to improve their business knowledge, solve problems and, accomplish this by offering our members valuable programs, undying commitment to their success, and the convenience and efficiency of our products and services.

ASBA is on the cutting edge of what is happening RIGHT NOW in the business community. From education and advocacy to resources, mentoring and meaningful partnerships, we engage our members with relevant interactions at every touchpoint. By staying on top of current trends, we ensure the tools we offer, as well as the extensive breadth of insights delivered, are valuable to the businesses we represent while significantly boosting the organic growth of our membership base.

Re-cap, Re-Vamp, and Rev-Up for 2019

by Jess Roman, Interim CEO, Arizona Small Business Association

While the heat is finally behind us, it’s time we reflect back on our accomplishments of 2018 and look forward to the planning of a new, exciting year.

As small-business owners ourselves, the Arizona Small Business Association understands the challenges of staying fresh and relevant in the marketplace. Sales, marketing, personnel, profitability — all key components you need to excel at to stay “in the game.” Our job at ASBA is to provide you the tools and resources you need to not

Find ASBA on Facebook: www.facebook.com/AZSmallBIZ

only stay in the game, but to win the game.

In 2018, ASBA launched its first SynTech conference, where we brought large and

Central Arizona 4600 E. Washington St., Suite 340 Phoenix, AZ 85034 p. 602.306.4000 Southern Arizona p. 520.327.0222

small companies together to increase

With success come great traditions. We were proud to celebrate our 25th Annual Enterprise Business Awards Luncheon

innovation and efficiency in your business.

in collaboration with the Small Business

As we all know, technology is an ever-

Administration. This event focuses solely

evolving marketplace. Digital marketing, IT solutions, cyber security, secure document

© 2018 ASBA. A publication of the Arizona Small Business Association. For more information or to join ASBA, please contact us at www.asba.com. Section designed by the Arizona Small Business Association.

10

on small businesses, just like you, who have persevered and thrived in their

signing — it’s always changing! ASBA

respective industries. This year, we were

brought in companies like BlueInk, Toshiba

grateful to have both Arizona Governor

Business Solutions, Infusionsoft and

Doug Ducey and Arizona Secretary of

MicroAge to help you better understand

State Michele Reagan as our keynote

the industry and how it applies to your

speakers. Not only do both leaders have

business. We recognize that running a

an entrepreneurial spirit, but have also

business efficiently is a key component to

been heavily engaged with ASBA and our

your success as a small-business owner.

small-business community.

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45 Arizona Small Business Association

SPECIAL SECTION HEALTHCARE DECISIONS Open Enrollment & Healthcare Guide for Business

53 2018 Business’s Open Enrollment Guide

OCT. 2018

4

INBUSINESSPHX.COM

Briefs

“Blockchain Job Board,” “eSign on the Go,” “Virtual CFO,” “Beat the Workday Slump,” “Local Standouts Recognized for Achievements and Philanthropy,” “Pawn Ups the Image” and “NAWBO’s Knowledge Network”

13

By the Numbers

How do employers and employees see the employment situation for people with disabilities?

14

Startups

“Fullbay: Full Care for Truck Shops” and “Rango Honey: Social Mission as Business Model”

16 Informing Our Business Community on Healthcare Options

Feedback

Alan Althouse, Edward N. Basha III and Deb Spurgin respond to In Business Magazine’s burning business question of the month.

11

About ASBA

The Arizona Small Business Association

ultimately, become more successful. We

Guest Editor

Robert Gould, president and CEO of Cancer Treatment Centers of Arizona, introduces the “Healthcare” issue.

MAC6 provides a collaborative space and culture-focused leadership programs that push conscious leaders to conquer the complexities and scale their business. The company invests in people instead of ideas and exists to build better communities where people and businesses thrive.

complex mergers and acquisitions. Its focus is to ensure that any person or organization it interacts with is better because of it.

Menacing Mistakes on Social Media

Do businesses have the wrong mindset on social media’s ROI? Rachel Strella examines how businesses are missing the boat and how they can better use their social media.

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Large Business of the Year: Davis Miles McGuire Gardner, PLLC

winners were announced on June 29th at the 2018 Tempe Chamber Annual Luncheon.

The Chamber awarded MAC6 as the Small Business of the Year.

is one of its most important stakeholders and it exists to serve them.

The Chamber announced Davis Miles McGuire Gardner, PLLC as the Large Business of the Year. This full-service law firm offers legal support for divorces, bankruptcy, tax settlement, forming a business or even

28

DEPARTMENTS

The Tempe Chamber of Commerce’s Business Excellence Awards honor one small business and one large business that serve as a positive role model to others and are active in the Tempe community. This year’s

MAC6 explores the impact of capitalism on poverty and volunteers with a local company that works in Mozambique. It supports many local organizations by allowing them to use its space on a non-paid basis as a community gathering place. Its general philosophy is that the community

FEATURE

Fall 2O18 • tempechamber.org

The 2018 Business of the Year Award goes to …

Healthcare Meets Business in the Technology Age

CRE

“Riding the Pine: How to Manage Rising Construction Material Costs” and “Innovative Design Concept for Deer Valley Industrial Park”

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Technology

“Online Shopping Serves the Disabled,” “Actionable Workforce Insights” and “Blockchain Advances in FinTech”

20

Legal

In this final of two parts, attorney Ben Hase completes his discussion of four steps businesses can follow for rejecting sexual harassment in their workplaces.

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Books

New releases give fresh insights on business thinking.

30

From the Top

Silverware founder Sara Silver blazes solutions in more than software.

34

Assets

2019 Audi A7 Premium Plus: The right kind of noise can increase mental acuity.

36

Power Lunch

Café Allegro: Culinary Notes Enhance Musical Experience Plus: Local resorts provide the setting for a real “getaway” lunch.

66

Roundtable

A high-profile case that generated negative PR provides context for Shaun Belding’s discussion on turning customer service mishaps into opportunity.

ON THE AGENDA

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Spotlight

Marketing Technology Summit – Arizona Technology Council Procurement Expo – Gilbert Chamber of Commerce

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Calendar

Business events throughout the Valley

A study put together by Mulberrys, which is a supporter of entrepreneurship, found 52 percent of employees are somewhat or very uncomfortable asking for a raise, and women are 1.73 times more likely than men to be very uncomfortable with it. imgur.com/a/YXBZ4xn • mulberryscleaners.com

INSPIRING WOMEN MOVING BUSINESS AND COMMUNITIES FORWARD Blue Cross Blue Shield of Arizona salutes the recipients of the 2018 Women of Achievement awards, especially our own Deanna Salazar. Deanna’s strategic leadership and dedication to our community are an inspiration to those around her. Every day she helps further our mission to improve the quality of life for Arizonans.

441896-18

Thanks to all honorees for making Arizona a better place to live and work. You all have set the bar high and are important role models for the next generation of female leaders.

Oct. 2018 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 Kristen Merrifield, CEO Alliance of Arizona Nonprofits (602) 279-2966 www.arizonanonprofits.org Jess Roman, Interim Chief Executive Officer 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 Doug Bruhnke, Founder & President Global ChamberÂŽ (480) 595-5000 www.globalchamber.org Ronit Urman, President NAWBO Phoenix Metro Chapter (480) 289-5768 www.nawbophx.org Anne Gill, 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 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 Phoenix Metro Chamber of Commerce phoenixmetrochamber.com Scottsdale Area Chamber of Commerce scottsdalechamber.com Surprise Regional Chamber of Commerce surpriseregionalchamber.com WESTMARC westmarc.org

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© Enterprise 2018

Oct. 2018

VOL. 9, NO. 10

Publisher Rick McCartney Editor RaeAnne Marsh

Art Director Benjamin Little

NATIONALLY RANKED.

LOCALLY FOCUSED.

Contributing Writers Shaun Belding

Ben Hase Dr. Andrew Houtenville Chris Hundelt Mike Hunter Will Munsil Dr. John O’Neill Dr. Elin Ostman Matthew Snyder Rachel Strella Niamh Sutton ADVERTISING

Enterprise Bank & Trust was recently ranked number 14 out of 161 nationally-ranked banks1. And while we’re proud of that fact, it’s just part of who we are. Whether your focus is on your business, your family or the quality of life in your community, you’ll find us there. We’re committed to supporting dreams, securing financial futures and delivering on community investment.

Operations Louise Ferrari

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Learn more at enterprisebank.com/phoenix More: Visit your one-stop resource for everything business at www.inbusinessphx.com.

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Member FDIC 1. Bank Director, 3rd Quarter 2017, Volume 27, Number 3

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www.inmediacompany.com Vol. 9, No. 10. In Business Magazine is published 12 times per year by InMedia Company. POSTMASTER: Send address changes to InMedia Company, 1 N. 1st Street, Sixth Floor, Phoenix, AZ 85004. To subscribe to In Business Magazine, please send check or money order for one-year subscription of $24.95 to InMedia Company, 1 N. 1st Street, Sixth Floor, Phoenix, AZ 85004 or visit inbusinessphx.com. We appreciate your editorial submissions, news and photos for review by our editorial staff. You July 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. © 2018 InMedia Company, LLC. All rights reserved.

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

INBUSINESSPHX.COM

ROBERT GOULD, CANCER TREATMENT CENTERS OF AMERICA®

Healthcare – Running with Technology

Advancements in technology have changed life as we know it. As consumers, we now have the ability to immediately search for — and find — information related to just about anything … including healthcare. Healthcare is always a popular topic this time of year as employers consider open enrollment options — options that provide their employees access to highquality care that’s both accessible and affordable.

As president and CEO of Cancer Treatment Centers of America® here in the Valley, I am proud that we have spent a significant amount of time and energy on these two important areas. I firmly believe technology is at the heart of both.

As we recently opened our two Outpatient Care Centers, we were challenged to expand our footprint, delivering the same quality of care in an increasingly convenient and cost-effective outpatient setting, while also providing interoperable systems to electronically share patient data to providers within, or outside of, our network. Our telehealth platform will offer virtual visits for patients. Our online portal provides patients secure access to their medical record with the ability to extract information as needed.

None of these efficiencies would have been possible without advancements in technology.

That’s why I’m excited about the focus of this issue of In Business Magazine. The cover story discusses how employers are experiencing the impact of technology on healthcare, from the services they are able to make available to their employees, to the cost of coverage. Providers and insurers spoke with In Business Magazine editor RaeAnne Marsh on these and other aspects of changes technology is creating, for employers and employees, in healthcare today.

Thanks to technology, social media is another important focus for businesses. In the feature article “Menacing Mistakes on Social Media,” Rachel Strella discusses some of the bigger mistakes businesses may make that could hurt them, and the mindset behind those decisions.

Shaun Belding explores how businesses can improve their customer service and public image, in his Roundtable feature “From Customer Mishap to Opportunity.” And attorney Ben Hase completes his two-part examination of sexual harassment issues employers are dealing with in the workplace.

This month’s From the Top profile spotlights Sara Silver, a local tech veteran who makes it a point to mentor other women in the industry.

Among the many other articles on the following pages are ones about successful startups in our midst, accommodating the disabled in the labor market, and blockchain and the state’s new green light for FinTech.

Employers may also find value in the annual Healthcare Decisions for Business Guide, updated for 2018.

It’s my pleasure to help bring you this October issue of In Business Magazine.

Robert Gould, MBA, FACHE, brings more than 24 years of healthcare experience and a background in improving operational effectiveness, ensuring patient satisfaction and leading organizational growth. Gould served as president of the Arizona West Division at Banner Health in Phoenix. Other past roles include CEO of Banner Desert Medical Center, Cardon Children’s Medical Center and Banner Estrella Medical Center.

Gould received his MBA in finance from the University of Nebraska and is a Fellow for the American College of Healthcare Executives.

Rick Weekly McCartney Podcast ® hosted by

OUR PODCAST Join us for interesting, informative and inspiring conversations with top local businesspeople in the Greater Phoenix area.

Listen now at inbusinessphx.com.

Sincerely,

Robert Gould President and CEO • Cancer Treatment Centers of America®, Phoenix

CONNECT WITH US: Story Ideas/PR: editor@ inbusinessphx.com

Health Care Healthcare has become, as we have said before, a big part

We want to thank Robert Gould for

of business. We see healthcare and the surrounding benefits

leading this healthcare issue of In Business

as a way to attract top talent, enhance our work environment

Magazine. Cancer Treatment Centers of

and empower productivity through wellness. Technology, as

America is growing not only access to its

is true in all industries now, is optimizing opportunities and

services, but its relevance in healthcare

systems to allow for better care, cost-effective services and

overall. His work since taking the helm at

innovative products to ensure healthcare is making a difference

CTCA is changing services and systems to improve the outcomes of

in business. And it is. Our editor, RaeAnne, spoke to many of the

cancer patients and access to those treatments for their care. We

top players who are innovating and using technology to build

are honored that he and his company are a part of this important

healthcare companies.

healthcare issue for business.

Open Enrollm ent

MAGAZINE

Guide

OCT. 2018

IN BUSINESS

2018 Busine ss’s

HEALTHCARE

Healthcare Meets Bus

iness

in the Techn ology Age

OCTOBER 2018 • INBUSINESSPHX.COM

THIS ISSUE

Tempe Chamber of Commerce Arizona Small Business Association

Social Media: Mindset and ROI Turn Custome Service Mishaps r Opportun to ity Blockchain Advances in FinTech $4.95 INBUSINESSPHX.COM

DON’T MISS OUT!

Get a year of In Business Magazine Subscribe now at inbusinessphx.com

—Rick McCartney, Publisher

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

Business Events/ Connections: businessevents@ inbusinessphx.com Marketing/Exposure: advertise@ inbusinessphx.com Visit us online at www.inbusinessphx.com

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OCT. 2018

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VALLEY LEADERS SOUND OFF

What was your one (or two) most successful wellness programs for your employees, and what changes (if any) do you plan to make for 2019?

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

ALAN ALTHOUSE

EDWARD N. BASHA III

DEB SPURGIN

CEO and President TruWest Credit Union Sector: Finance

Chairman of the Board of Directors, President and CEO Bashas’ Inc. Sector: Grocery

Chief Benefits Officer Kyrene School District Sector: Education

This is our second year offering every employee an annual wellness checkup. A medical provider brings a mobile “clinic” to our headquarters location and employees are welcome to use company time to participate in a full two- to three-hour health review with a medical professional. This is much more comprehensive than just an annual physical, including, for example, EKGs, allergy tests and blood work. Starting this year, we’ve opened this up to family members, also free of charge, as long as they’re under our health insurance plan.

About two years ago, we began offering healthy snack vending boxes in our break room. Due to the success we’ve seen, we are now in process of upgrading these and replacing many of our vending machines with healthy snacks and even lunch meal options, including salads and natural food entrées.

Finally, we provide our employees and their entire family a comprehensive insurance benefits package that is quite affordable, with more than 80 percent of the cost borne by the company.

TruWest Credit Union truwest.org

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

OCT. 2018

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Alan Althouse is president and CEO of TruWest Credit Union. Headquartered in Tempe, Ariz., TruWest operates as a cooperative to provide its members with a lifetime of quality financial services and a culture of caring for its members, employees and communities.

With more than 86,000 members and assets totaling more than $1 billion, TruWest Credit Union has 13 branch locations — nine in Metro Phoenix and four in Austin, Texas.

Our corporate wellness program has averaged one major wellness challenge per quarter, with different incentives as rewards. Although the challenges differ, most have focused on healthy body weight, increased physical activity and healthier lifestyles. Our members (employees) have come to enjoy these regular challenges.

Significantly, we encourage our leadership — myself included — to participate, making it abundantly clear that wellness matters at Bashas’ Family of Stores.

This year, we also surveyed our 8,500 members to find out if they were aware of our free wellness program, whether they’d utilized it, how we could make it better, and what kinds of additional health topics they’d like us to address.

What we gleaned from that survey will shape future wellness initiatives.

Finally, we’ve utilized social media to showcase the expertise of our wellness coaches, featuring them in videos — shot in our stores — discussing how to pack healthy school lunches, choose foods that help hydrate, incorporate “super foods” into their diets, and more. Although our social channels are customer-facing, our members watch them, too, and incorporate the advice into their lifestyles.

Bashas’ Inc. bashas.com Edward N. Basha III is chairman of the board of directors, president and CEO for Bashas’ Inc., the family-owned grocer that operates Bashas’, Food City, AJ’s Fine Foods, Eddie’s Country Store and Bashas’ Diné Supermarkets.

Basha’s grandfather and great uncle founded the Arizona-based company in 1932. He continues the family tradition of community involvement, serving in leadership capacity with numerous and varied organizations.

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

Kyrene School District’s Win on Wellness (WOW) program aims to reach our diverse workforce, consisting of teachers, education support professionals, bus drivers, grounds and facilities staff, administrators, and district office-based teams who work tirelessly to meet the needs of our K-8 students. We offer online health, fitness and nutrition classes, and individual health coach visits at each school or department site.

Employees can annually earn $250 for completion of wellness-related tasks. This program is extremely successful. Additionally, we host annual wellness expos, provide free flu shots and mammograms, and offer diabetes and cholesterol screenings at our district office. We also have weight-loss challenges and a “Walk or Run = Win” component that allows employees to win cash prizes. We have recently added free yoga and meditation classes.

Our wellness program is ever-changing and flexible. Our participant data shows we reach more than one third of our staff.

We intend to listen to the needs of our employees, as it relates to their lifecycle of employment, and possibly add to the program in financial wellness.

Kyrene School District kyrene.org Deb Spurgin has been with Kyrene School District for 14 years and currently is the chief benefits officer. Spurgin has more than 24 years of experience in employee benefits and wellness. Previously, she managed Bar-S Foods’ employee benefits, Fit to Win wellness program, and Systems Engineering Services Corporation. Spurgin earned her degree from Northern Arizona University and subsequently obtained her Paralegal and Group Benefits Associate certificates.

QUICK AND TO THE POINT

BYTES

Blockchain Job Board Through the use of blockchain technology, BHIRED offers a platform by which both recruiter and applicant know the skills and experiences listed on a résumé are completely truthful and transparent.

The blockchain record-keeping system that BHIRED has created has the ability to store more than just résumés; it can also store test scores, reviews and testimonials from applicants and recruiters alike. In addition to all other features, BHIRED’s platform makes it more difficult for scammers to promote fake jobs and services. bhired.io

eSign on the Go BlueInk is the creator of

Beat the Workday Slump

Photo courtesy of Good Idea

It’s not uncommon for people to feel tired during their workday — whether it’s just trying to hide an embarrassing yawn during an after-lunch conference or staying energized throughout the workday — and there are several causes to that workday slump. Too little sleep, stress and a blood sugar roller coaster caused by unhealthy food and drinks are some examples.

Here are some tips employers can keep in mind to help their employees (and themselves) beat the slump and stay energized all day.

It starts with getting enough sleep, eating a healthy breakfast and, maybe, a quick walk outside for some fresh air. Other factors are well within the scope of the workplace property and policies: Take micro breaks. Individuals will feel better if they can stand up, stretch and look away from their work for a while — even another quick walk outside. Maybe get a group together; it´s much more fun to do it as a group.

(In some countries, a short afternoon nap is considered to enhance productivity.)

Have well-lit work sites. A dim light will make a person drowsy. It’s important that the workplace have enough light.

Plan the day. Let´s face it — we all have ups and downs during a workday. But if we regularly find ourselves yawning in specific situations or at specific times of the day, it may be time to do something about it. Try re-scheduling

those slow meetings just after lunch and doing something a little more active instead.

Withstand the cravings. When energy is low, the body screams for sugar, and it easily becomes a bad habit. Giving in to those sweet treats will cause an instant rush of energy, followed by the opposite shortly after — and then it´s all on repeat. Slump, craving, slump, craving, zzzzz. Better to have a glass of water, a cup of coffee or tea, or fresh fruit instead of that candy.

Avoid sugary drinks. Drinking water instead of a soda with the meal takes away a lot of sugar and the energy ups and downs that it causes. Reducing the blood sugar spike after a meal can help a person stay sharp and energized the whole workday, in the short perspective, and, as an investment in the longer run, avoid those blood sugar spikes and lows.

—Elin Östman, Ph.D., a former associate professor and senior lecturer in applied nutrition at the Food for Health Science Centre of Lund university in southern Sweden — whose 20-year career comprises ground breaking research on the preventive potential of foods and healthy diets against lifestylerelated conditions — and the chief scientist of the Swedish company behind Good Idea (goodideadrinks.com), a functional sparkling water proven to reduce the blood sugar spike after a meal by, on average, 25 percent

patented eSignature and Document Management software. Its flexible platform offers notary-level security and protection, comprehensive document transaction management and efficient document upload technology that allows users to create signature-ready documents on the fly that clients can review and sign from anywhere, on any device. The optional multilingual audioguided review allows consumers to review and execute documents in their language of choice, eliminating language barriers for businesses. BlueInk recently partnered with ASBA, offering all ASBA subscribers free BlueInk Pro eSignature accounts. blueink.com

Virtual CFO BizAnalyzer™ Virtual CFO is an advanced software tool from Biz2Credit that enables business owners to monitor the financial health of their businesses, offering insights to help improve cash flow and build credit, helping them make smarter financial decisions about their companies. This virtual CFO software is available to clients of Paychex Promise, a subscription-based service from Paychex, a leading provider of integrated human capital management solutions for payroll, HR, retirement and insurance services, that protects against payroll interruptions and offers solutions to address the routine challenges of running a successful business. biz2credit.com

Released last month, FlexJobs' August survey, which uncovered notable differences and similarities in workplace attitudes and behaviors between millennials and older workers, included the eye-opening finding that fewer than 10 percent in both groups say they choose the office as their preferred place to get important work done. flexjobs.com

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QUICK AND TO THE POINT

Local Standouts Recognized for Achievements and Philanthropy ACHIEVEMENTS

Perfect Water Technologies’ 4th Year on Inc. 5000 Perfect Water Technologies earned a ranking of No. 3090 on Inc. magazine’s 37th annual Inc. 5000, the most prestigious ranking of the nation’s fastestgrowing private companies. The list represents a unique look at successful companies within the American economy’s most dynamic segment — its independent small businesses. This is the fourth year in a row Perfect Water Technologies landed on the Inc. 5000 prominent ranking list, and it is due in large part to its significant year-over-year growth and sales from new, exciting water filtration products added to the company portfolio, along with expanded distribution channels. homemasterfilters.com

Caliber on Inc. 5000 Honor Roll Caliber – The Wealth Development Company is among an elite group of private businesses on the Inc. 5000 Honor Roll – having made the list of fastest-growing companies in America five years in a row – a distinction earned by less than 10 percent of all honorees. Ranking No. 1586, the real estate investment firm has enjoyed a three-year revenue growth of more than 324 percent. Since its founding in 2008, Caliber has grown into a full-service real estate investment company boasting $375 million in real estate assets under management and more than 350 employees throughout its affiliate group of companies. caliberco.com

PHILANTHROPY

Valley Toyota Dealers Support First Responders The Valley Toyota Dealers Association recently began a $100,000 partnership with the 100 Club of Arizona, a nonprofit that serves the first responder community. The funds will be directed toward purchasing much-needed safety gear for local police and fire departments as a part of the 100 Club’s Safety Enhancement Stipend Program. The partnership kicked off last month with the presentation of the first grant to the Maricopa County Sheriff’s Office, which will use the funds to purchase air monitoring equipment to protect officers entering toxic or highly flammable environments. Valley Toyota Dealers consists of all 10 Toyota dealers in the metropolitan Phoenix area, including AutoNation Toyota Tempe, Avondale, Bell Road, Big Two, Camelback, Earnhardt, Larry H. Miller, Right, Riverview and Toyota of Surprise.

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Pawn Ups the Image Completed this month, Pawn 1st’s renovations were designed to have an impact beyond sprucing up the outward aesthetics of the stores. Upgraded lighting, new floors and several other cosmetic upgrades inside and refreshed walkways and landscaping outside are part of expressing the company’s core value to be “green and clean” in order to attract more customers and make the pawn shopping experience more enjoyable for consumers.

Eight of the 20 Phoenix stores received this treatment, which cost approximately $70,000 each, augmenting the company’s additional goal of improving the image of the pawn shop industry as a whole by requiring all store associates to now dress in professional business attire.

The retail experience is one side of the pawn business. Wares may change on a daily basis, with mundane items like jewelry, power tools, musical instruments and bicycles sharing display space with collectible Nike shoes, autographed memorabilia, designer accessories, horse saddles and even boats.

“If someone comes into our store and wants to outright ‘sell’ an item to us and not get a loan, that item will be on display for sale in the store.

There are hundreds of items that we buy that are for sale inside the store,” says John Thedford, founder of SMART Financial, a specialty consumer financial services and retail company of which Pawn 1st is part..

Pawn also serves a function as a financial lender, providing a pawn “loan” to someone who brings a collateral item into the store. The person pays interest on the loan and makes loan payments, and the item is stored in the backroom. When the loan is paid off, the collateral item is returned to the borrower. If the person who received the loan defaults on the loan (doesn’t make regularly scheduled payments), then he forfeits his collateral item, which remains on hold for a certain number of days but then goes on the sales floor for the general public. —RaeAnne Marsh Pawn 1st pawn1st.com

NAWBO Phoenix Launches the Phoenix Knowledge Network The Phoenix Chapter of the National Association of Women Business Owners is deepening the roots of its mission: growth — growth for our members, our corporate partners and our community. This month, we are launching the NAWBO Phoenix Knowledge Network, a speaker’s bureau of NAWBO Phoenix women business owners.

Jean Briese, my co-director, explains, “Our corporate partners have a variety of needs, whether it’s to support an employee resource group or to educate, motivate and/or increase engagement in their workplace. NAWBO Phoenix has an abundant and diverse membership of women business owners who are experts in many fields, from healthcare to finance to leadership to sales, and more. We’re excited to support our community by providing a resource that brings together those with a need and those who can fill it.”

Two NAWBO tenets are to strengthen the wealth-creating capacity of our members and to build strategic alliances, coalitions and affiliations.

What sets NAWBO apart from other organizations

is its emphasis on providing tools and opportunities that support business growth at a deeper level.

With that in mind, and in looking at the breadth of expertise within our membership and our corporate partners’ need for outside experts with topics relevant to their employees, we realized it made perfect sense to provide the platform to cultivate those relationships.

Companies who partner with the NAWBO Phoenix Chapter receive a bonus value. In addition to having access to this diverse pool of expertise, they can book one speaking engagement pro-bono from any expert in the Phoenix Knowledge Network.

Our commitment to engaging the greater community is part of this program as well. The business community at large can also take advantage of this expertise resource online.

—Kathleen Gramzay, CEO and founder of Kinessage LLC and co-director of the NAWBO Phoenix Corporate Partner Committee NAWBO Phoenix Knowledge Network phoenixknowledgenetwork.com

FlexJobs' recent survey on workplace attitudes found that 40 percent of millennials and 41 percent of older workers think the various generations work very well together in the workplace, with 8 percent of millennials and 6 percent of older workers saying there was definitely tension. flexjobs.com

Photo courtesy of Pawn 1st

LOOKING GOOD

METRICS & MEASUREMENTS

Employment for Americans with Disabilities: Confidence persists despite dip in job numbers

by John O’Neill, Ph.D., and Andrew Houtenville, Ph.D.

Accommodations are an important factor in the successful hiring of people with disabilities, and in the retention of employees who develop new disabilities. Employers that are open to providing accommodations and have the capability to provide them, will have greater success in meeting their need for staffing.

In the Bureau of Labor Statistics (BLS) Jobs Report (bit.ly/bls-job-report) released in August, the employmentto-population ratio for working-age people with disabilities decreased from 29.7 percent in July 2017 to 29.3 percent in July 2018. For working-age people without disabilities, the employment-to-population ratio increased from 74.1 percent in July 2017 to 74.7 percent in July. The employment-topopulation ratio, a key indicator, reflects the percentage of people who are working relative to the total population.

The labor force participation rate — the percentage of the population that is working or actively looking for work — for working-age people with disabilities decreased from 33.1 percent in July 2017 to 32.4 percent in July 2018. For workingage people without disabilities, the labor force participation rate also increased from 77.6 percent in July 2017 to 77.7 percent in July 2018.

February 2016 to May 2018 saw steady improvement in the employment situation for people with disabilities. There have been slight declines in their employment-to-population ratio and labor force participation rate, as chronicled above, but, while this downturn is disappointing, it is over too short a time to imply a trend, and the tight labor market may spur further improvement for Americans with disabilities.

Working-age people who sustain a disabling illness or injury face major decisions about staying in their jobs or returning to the workforce after treatment and/or rehabilitation. The availability of accommodations may be a major influence in their decision to return to their current job or seek new employment. In 2017, Kessler Foundation released survey findings that revealed useful data about workplace practices for accommodating employees with disabilities.

According to the Kessler Foundation National Employment and Disability Survey: Supervisor Perspectives, 66 percent of employers have implemented a process to provide requested accommodations. Of the 3,000 supervisors surveyed, 96 percent found these processes effective. The 34 percent of employers who lack an accommodations process clearly have an opportunity to improve their hiring and retention of people with disabilities by implementing a process for requesting accommodations. The majority of supervisors (96 percent) also responded favorably to having access to a centralized accommodations fund to help them provide requested accommodations. Only a small percentage of employers — 16 percent — have such funds, however — which highlights

another opportunity for employers, as setting up such a fund would facilitate the provision of accommodations, and help supervisors keep employees in their jobs.

John O’Neill, Ph.D., C.R.C., director of employment research at Kessler Foundation, is a national expert in employment of people with disabilities, with more than 30 years of experience in vocational rehabilitation research.

Dr. O’Neill’s research focuses on analyzing trends over time, specifically how physical and cognitive function, government benefits, and healthcare coverage impact utilization of vocational services and job seeking by people with disabilities. kesslerfoundation.org

Kessler Foundation National Employment and Disability Survey: Supervisor Perspectives bit.ly/kessler-supervisor-perspectives

PwD (People with Disabilities) in the Workforce Survey involved 3,085 supervisors from across the country Supporting PwD learning

Not

Not

very

at all

the job:

Very

Somewhat

Upper management commitment

43%

40%

13%

5%

Importance to supervisor

78%

18%

3%

2%

accommodations:

Very

Somewhat

Upper management commitment

47%

39%

10%

4%

Importance to supervisor

66%

28%

4%

2%

Providing requested

Not

Not

very

at all

Effective Training Practices — Job Shadowing:

Effective

with PwD

Among the 27% who practice this sometimes

93%

75%

Among the 61% who practice this as standard

98%

80%

Accommodation Practices — Flexible Work Schedule:

Effective Effective

with PwD

Among the 52% who offer this sometimes

90%

79%

Among the 25% who offer this as standard

95%

86%

Source: Kessler Foundation National Employment and Disability Survey: Supervisor Perspectives (http://bit.ly/kessler-supervisor-perspectives)

In July 2018, among workers ages 16–64, the 4,424,000 workers with disabilities represented 3 percent of the total 147,354,000 workers in the United States.

Andrew Houtenville, Ph.D., is an associate professor of economics in the Paul College of Business and Economics at the University of New Hampshire and the research director of the UNH Institute on Disability. Dr. Houtenville’s research focuses on (a) the design of survey questions to identify people with disabilities, (b) analyzing time-trends and geographic dispersion in disability and the employment of people with disabilities, (c) and identifying economic, social, programmatic, and workplace barriers and facilitators to the participation of people with disabilities in the labor market. researchondisability.org

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BY RAEANNE MARSH

ENTREPRENEURS & INNOVATORS

Rango Honey: Social Mission as Business Model Founded in 2015 on what company president Jason Zimmerman describes as a “simple and pure promise - to offer only the highest-quality raw, natural honey from the Sonoran Desert,” Rango Honey has grown to the point where it now harvests raw honey and bee pollen from more than 1,500 hives located throughout the Sonoran Desert.

“By far the most challenging component of starting and growing Rango Honey has been plugging into the massive broker and distributor networks in the grocery and specialty foods industry,” Zimmerman says. “But as the industry becomes familiar with the quality of our honey and our social mission, they quickly are becoming advocates and fans.”

A social aim drives this for-profit business. “The company made a commitment early on that all profits would go to

RANGO HONEY’S SWEET PREMISE

Instead of simply donating money, we wanted to create something that the autism community could benefit from for years to come. From this vision came the creation of our first assisted-living facilities for adults with autism and other disabilities, two of which are in the Phoenix area.

—Jason Zimmerman rangohoney.com

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Rango Honey rangohoney.com

Fullbay: Full Care for Truck Shops “No one cares about truck shops. For the most part. But we all share the road with the heavy-duty trucks these shops take care of,” observes Jacob Findlay, founder and CEO of Fullbay, which fills the previously neglected niche. He created Fullbay to bring these shops into the 21st Century with a cloud-based platform. The software handles the process from the repair request all the way to invoicing, even calculating all of the parts markup and shop profitability. “These shops go from swimming in paper and struggling with technician efficiency to highly-efficient, highly-profitable operations.”

Having previously helped grow two successful startups in the electronic medical record space, Findlay conceived the idea for Fullbay when a friend who owned a truck shop mentioned to him his difficulty finding decent software for his shop. “It hit me that taking care of trucks is very similar to taking care of people. Why not build an EMR for trucks? And Fullbay was born,” Findlay relates.

The company was founded in August 2014. “Starting any new venture is extremely difficult. It’s a grind. We are no

Check out next month’s cover story on Conscious Capitalism for more information on local businesses that are making “doing good” a pillar of their business model.

exception. Getting people to take us seriously early on -- even people I had worked with at previous jobs — was frustrating,” Findlay says. “But with growth and market share comes credibility.”

Fullbay fullbay.com

Photo courtesy of Rango Hone (top), Fullbay (bottom)

As passionate as Rango Honey is about offering the most extraordinary honey available, we are even more passionate about giving back. That’s why we have committed that all profits will go to fund safe and nurturing assisted-living housing for adults with autism and special needs.

provide assisted living housing for adults with autism and other special needs,” explains Zimmerman. Noting the founders are successful entrepreneurs who have experience building numerous businesses, he says their experience founding successful methadone clinics in the early 2000s that set the standard of care nationally for individuals with opioid and heroin addiction “was the catalyst for providing the same high-end care for autistic adults.”

Noting, “We are committed to this cause as it is very personal to us,” Zimmerman says there is constant attention on finding ways to streamline and minimize costs and, therefore, maximize the amount the company can give — while continuing to maintain the highest quality product and delivery methods in the business. “As we have grown, we made sure from the beginning that we allocated enough capital to make our mission a success, and we’re accomplishing that mission.”

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PROPERTY, GROWTH AND LOCATION

Riding the Pine: How to Manage Rising Construction Material Costs Commercial building is at a high point in Phoenix, and it has never been more exciting or challenging to be in the industry.

Federally imposed tariffs — some as high as 25 percent — are making waves in commercial real estate, but it is just one of many contributing factors to the rise in construction costs.

And the American Transportation Research Institute reported a driver shortage for the first time in more than a decade in 2017. This factors — along with tariffs on Canadian wood, domestic forest fires, and Hurricane Irma decommissioning a few U.S. sawmills — are responsible for driving up prices.

While rising materials costs may lead to a spike in bid prices industrywide, the following practices can help contractors keep overhead low: Evaluate possible structural material changes. Early involvement in the design process allows contractors to quickly analyze how steel, concrete tilt, masonry or woodframe structures affect a project’s cost and schedule. Instead of looking strictly at raw prices of commodities, it’s wise to consider structural integrity, schedule, aesthetics and longterm cost of ownership — and to bring all materials to the table before proceeding.

Cast a wide net for bidding contracts. Commercial real estate is seeing a lot of project backlog. Higher prices are also driven by a limited and underqualified labor force. To be most

competitive in this marketplace, companies need to keep a deep bench of qualified subcontractor partners. Finding the right subcontractor partner for a project sometimes means looking outside of Phoenix; forming partnerships in other major cities provides great supplements.

Secure a lumber rate early on in the building process.

We have seen 10-percent swings in material prices in 2018. The strategy in this volatile market is to negotiate to the right cost for everyone and lock it in immediately. With short expirations of quotes, longer projects mean vulnerability to price escalations.

Striking as soon as the number is right will mitigate risks.

Prefab materials to eliminate unnecessary labor costs.

Along with pursuing material options as cost-saving or valueadded alternatives, contractors can look to labor efficiencies to offset rising costs. Increasing efficiency and reducing time on the job saves money. Some design lends itself well to panelized wall, prefab bathrooms, unitized glazing systems, shopassembled plumbing, electrical and mechanical components.

The industry didn’t expect lumber prices to rise as high as they did from Q1 to Q2, but it remains the most affordable choice.

—Chris Hundelt, a project executive at UEB (ueb. net), a general contractor with offices in Phoenix, Dallas and Seattle that specializes in healthcare, multifamily, institutional, hospitality and commercial projects

GET REAL

by Mike Hunter

Innovative Design Concept for Deer Valley Industrial Park TTR Industrial Park, a 12-acre project east of the Deer Valley Airport,

feature 14 free-standing industrial buildings and condo units with

is being designed with all metal buildings that have an emphasis on

large and secure private yards. The light industrial office/warehouse

contemporary architectural design. The design vocabulary focuses

buildings will range from 7,500 square feet to 15,000 square feet.

Open Enrollm ent

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HEALTHCARE

Healthcare Meets Bus

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OCTOBER 2018 • INBUSINESSPHX.COM

THIS ISSUE

Tempe Chamber of Commerce Arizona Small Business Association

Social Media: Mindset and ROI Turn Custome Service Mishaps r Opportun to ity Blockchain Advances in FinTech $4.95 INBUSINESSPHX.COM

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a niche market; users of about 10,000 square feet are our sweet

other construction methods, namely clear span construction without

spot,” Morton says. “We wanted a stand-alone facility and not the

interior column posts and being fully insulated. Other benefits

tract home industrial look predominantly available in the Deer

include no common walls, as each project is free-standing on its

Valley submarket. It was evident to me that the submarket was

own lot. Each lot features large, outside secure asphalt storage

absent of an industrial park that offered a unique, affordable, and

areas with concrete masonry unit walls and steel gates; evaporative

feature-packed ownership experience.”

warehouse cooling systems; and skylights. Mike Morton, developing

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Cawley Architects is the design firm behind the innovative concept

the project under his newest venture Morton Development LLC, also

that is being employed at this business park for the first time in the

incorporated a common area retention into the park so that each lot

Valley. Completion dates are late 2018 and early 2019. TTR Business

is able to maximize and utilize every square foot of its land area.

Park LLC is the general contractor; Luke Land Realty has the marketing

The site is zoned A-1 industrial. When completed, the park will

OCT. 2018

“We wanted a concept for an industrial park that reaches out to

buildings that maintain their allegiance to several benefits over

assignment. cawleyarchitects.com/project/ttr-industrial-park

A high-rise apartment complex on which UEB is currently working will use 1,855 tons of rebar and require more than 2,658 concrete trucks to deliver 85 million pounds of concrete over the course of the project.

Photos courtesy of Cawley Architects

on the clean and crisp architectural surface and qualities of metal

INNOVATIONS FOR BUSINESS

TECH NOTES

Online Shopping Serves the Disabled Alexandra Connell, her own experience making her keenly aware of how disabilities and looking or acting differently can impact a person’s life, launched PATTI + RICKY LLC, offering an online shopping destination that caters to people with special needs due to disability, disease or stage of life.

“Most people with physical disabilities have no choice but to tailor clothing in order to make their garments work for them or shop at medical supply stores. PATTI + RICKY strives to be the one-stop shop for people with disAbilities, visible and non-visible, temporary and lifelong. Our process to partner with designers involves extensive research in order to find both stylish and functional clothing and accessories for women, men and kids with disabilities,“ Connell shares via email.

The online platform also addresses needs of customers who may have difficulties physically shopping inside a brick-and-mortar store, with customer service representatives ready to support customers over the phone, email, text and video chat, and through the instant messaging service available on the website. —RaeAnne Marsh pattiandricky.com

Actionable Workforce Insights ADP recently launched Executive and Manager Insights on its ADP® Mobile Solutions app. This solution uses artificial intelligence and machine learning, continually sifting through wage, time, location, industry and many other types of data to provide actionable workforce insights directly to business leaders and front-line mangers in real time.

Powered by ADP DataCloud, Executive and Manager Insights delivers analytics and provides competitive context through award-winning benchmarking. The data, drawn from nearly 30 million employees of ADP clients, provides rich insights that help foster collaboration between business and HR leaders.

Delivered in easy-to-consume headlines for executives and managers through both the ADP Mobile Solutions app and email, the solution analyzes client data to spot meaningful trends and patterns, such as which departments have the highest overtime or the locations where turnover might be spiking. These insights can then be shared by email, text or other push features to help address issues and problem solve. —Mike Hunter adp.com

OCT. 2018

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Arizona on the Brink with FinTech Blockchain Blockchain, if used to its potential, allows communities and innovators to create economic games that no one controls or commands through incentive design that rewards good actions. In financial services, that can allow decentralized networks to create protocols or tools to enable low-cost, low-overhead loans, settlement, peerto-peer payments and even alternatives to debt or equity financing. For consumers, that can lead to more competitive prices on any number of financial products, and possession of new kinds of assets that can grow in value or, even more powerfully, lower future costs. Network effects no longer benefit only the centralized company that creates a network, but those who build the network’s value.

In early August, Arizona launched a regulatory sandbox for FinTech and blockchain companies — the first in the country. The sandbox lowers to barriers to entry for innovative products and services to be offered to customers. There’s no substitute for iterative design of any application.

This is something Silicon Valley understands well, and the power of co-design with early users is part of why American technology companies are the envy of the world. Unlike in most technology spaces, however, the financial technology environment is not well-suited to iterative testing with alpha and beta customers.

The patchwork of state and federal regulations, with their heavy bias toward large capital reserves, established business models and well-known institutions that can shape regulations to limit competition, make it difficult for upstarts to begin operations, receive licenses, test products and scale to new markets. The sandbox, and others like it (Arizona›s sandbox has a reciprocity provision with other similar sandbox initiatives), could allow startups to test consumer-friendly products under the oversight of regulators, without a massive initial investment in licensing applications and bank-grade compliance budgets. Allowing more companies to start testing new products and services could lower the cost of financial services to consumers, while protecting them in case of failure. Most importantly, sandboxes rethink the regulatory paradigm to favor innovation, especially for companies with new business models or non-traditional company structures.

When we, at Sweetbridge, put together our first sandbox application for a decentralized,

vehicle title self-collateralization software product — that allows loans without physical buildings, credit checks, bank approvals or profit motives — we were able to bring a dozen people into a room and ask, “If you could design a loan product from scratch, how would you as a consumer design one to work for your needs?”

We were able to put legacy business models to the side, and think about the best possible product at the most affordable rate.

This kind of user-focused, iterative, missiondriven product design is difficult for legacy licensed financial institutions to justify or execute, and their responsibilities to their shareholders make it legally tricky to start from the assumptions and vision we started from.

What if nonprofit financial institutions decided to build the most affordable and responsive consumer financial products they could, and had the space and low cost needed to experiment with these models? What if, for example, we designed loans that allow customers to lower their interest rates over time through responsible actions, social vouching from identified friends and family, demonstrated financial need or ownership of a loyalty or rewards token? How different could the financial services world look in 10 years?

Arizona is wisely positioning itself as a leader in an emerging digital economy. There is a growing ecosystem of tech projects and talent in Phoenix, and the Valley could emerge as a strong alternative to coastal tech hubs because of its low cost of living and growing university graduate pool. These developments help keep talent in Arizona, and draw great companies to build here.

—Will Munsil, strategy architect with Sweetbridge (sweetbridge.com), a Phoenixbased blockchain and cryptocurrency startup

In early August, Arizona launched a regulatory sandbox for FinTech and blockchain companies — the first in the country — to encourage the development of innovative FinTech products by reducing some of the regulatory burdens.

Striving to help make every day better for Arizona business.

Your business succeeds when you take care of your people. We succeed when we take care of you.

United Healthcare offers a broad portfolio of health plans designed to help every Arizona business give their employees access to affordable, quality care and resources so they can live healthier lives.

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 UnitedHealthcare of Arizona, Inc. ©2017 United HealthCare Services, Inc. MT-1127685.0 3/17 ©2017 United HealthCare Services, Inc. 17-4120

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LAW MATTERS TO BUSINESS

Employers: Reject Sexual Harassment (Part II) Steps 3 and 4 of four steps for rejecting harassment

by Ben Hase Part 1, last month, covered Step 1: “Employers Must Dedicate Themselves to a Harassment-Free Workplace” and Step 2: “Employers Must Continuously Work to Reject Harassment.”

Ben Hase is the managing attorney for Information Services provided by the Employers Council (formerly Mountain States Employers Council), where he also coordinates California and Nevada legal services. While his office is located in Denver, he supports clients in many states with employment law issues, including tax-favored savings or benefits plans and correction programs, discrimination, unemployment benefits, wage and hour claims, FMLA and more. The development of his employment law practice area includes three years spent in private practice litigating on behalf of plaintiffs and more than five further years spent at the Colorado Civil Rights Division working on complex discrimination issues, as well as three years defending and counseling employers in labor and employment law claims as a staff attorney for EC. employerscouncil.org

OCT. 2018

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This article continues last month’s discussion of steps businesses can take to address the seemingly perennial issue of sexual harassment. But it is worth reflecting again on the fact that, although legislation in recent decades has begun to reflect a growing social consciousness of this as unacceptable behavior, laws, best practices and policies have failed to completely eliminate the issue, paving the way for social movements to bring the issue to the forefront.

That is not to say there hasn’t been progress. In fact, sexual harassment is being addressed, in many circumstances, when and where it’s reported. But it remains unreported by up to 75 percent of our workforce, according to the U.S. Equal Employment Opportunity Commission (http://bit.ly/eeoc-sexual-harassment). And, in spite of efforts by employers to educate their workforce on harassment prevention, instances continue to occur. Employment attorneys advise their clients to take swift, remedial action when harassment is corroborated, but this advice is not always followed when the remedial action involves terminating a profitable, successful employee, or in cases where certain business factors discourage employers from engaging with these third-party investigators.

It behooves employers to adopt policies and practices that address the root of the problem. Those who don’t, face consequences from at least two directions: backlash due to the rise in social movements focused on issues of sexual harassment, and potential litigation from victims of such harassment. Plus, an unacceptable and unprofessional workplace experience can negatively impact productivity.

This article continues last month’s discussion of how businesses can address these issues in a conscientious way that brings problem solving back into the responsibility of human resources, rather than within the purview of social and mass media.

STEP 3: ASSESS DAMAGE AFTER REACTING

Even with businesses whose policy is already well-suited to any number of complaints they may receive, employers must be cognizant that harassment impacts not only the victim, but also those around the victim.

Too often, employers investigate and address a complaint as an isolated scenario. Harassment is rarely isolated. Businesses that wish to reject harassment need to consider inquiring of their workplace, formally or informally, perhaps through a few questions on a survey, to determine whether or not other related concerns exist. This will give the 75 percent of employees who do not report harassment a voice within the organization. The results should then be analyzed to determine whether further complaints exist and determine what steps are necessary to remove any toxicity from the workplace.

STEP 4: WHAT IT TAKES TO REJECT

Completely rejecting harassment does not require a cure-all solution, but it does require an employer to consider his or her workforce and think through the implications of a complaint beyond addressing it at the baseline legal level.

The previously described steps should be considered when evaluating harassment policies but shouldn’t be the only steps an organization takes when striving for rejection rather than simply addressing. The following is an evaluation checklist and questions to help an organization review and update its sexual harassment policy.

Current policies. Do they explain harassment rights properly? Does the company’s mission or values statement clearly indicate a strong stance against harassment?

Complaint procedure. Who is the ultimate decisionmaker, i.e. the last line of decision-making? What happens when this person engages in harassment?

Training objectives. What is taught to new hires? What has been taught to existing employees?

Decision-making process. Are supervisors, managers and other decision-makers properly instructed in harassment, legal requirements in responding to a complaint, and the permissible factors to consider when taking corrective or disciplinary action? Is there quality control over such decisions, and is the controller of quality properly trained and instilled with the correct objectives to reject harassment?

Employee on-boarding. Is sexual harassment a topic addressed with new hires? What does the company exemplify and embody to those stepping through its doors for the first time as an employee?

Investigative processes. Are you properly considering use of third-party investigators in situations where bias may be unavoidable in an internal investigation? Do you have a good relationship with the investigative service?

Third-party contracts. If employees work with, for or at the worksite of a third party, does the employer have contractual provisions in place that dictate what happens when a complaint is filed? Do these provisions indicate who will investigate? Do they require adherence to federal, state and local anti-discrimination and anti-harassment laws?

The employer’s response. Is it simply a response to the complaint, or is there an effort to dig deeper and survey the environment in which the complaint arose? Doing only the former is not sufficient in working toward an objective of rejecting harassment.

With sexual harassment continuing to frequent headlines across the U.S., now is the right time for organizations to ensure their sexual harassment policies not only prevent but also effectively eliminate these types of situations.

In FY 2017, of the 6,696 sex-based harassment charges filed with the U.S. Equal Employment Opportunity Commission, 16.5 percent were filed by males. http://bit.ly/eeoc-sexual-harassment

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Healthcare

Meets Business

in the

Technology Age How is technology changing healthcare – and healthcare benefits?

by RaeAnne Marsh

“Our entire way of life has transformed in recent decades,” observes Glenn Dean, president and CEO of MeMD. Noting that technology — specifically the Internet — is at the heart of this transformation that has made it common practice for a person to use a mobile phone to order a ride or purchase groceries that are delivered to his front door, he says, “Technology has transformed healthcare, too, from breakthrough technologies that diagnose and treat diseases that could have otherwise gone undetected, to the way that medical care is accessed and delivered.”

One of the drivers in this is the millennial generation. Pointing out that millennials, a population of approximately 80 million, now outnumber the once-all-powerful baby boomers, Joel Barthelemy, founder and CEO of GlobalMed, says, “Already their impact on the healthcare landscape is being felt, as the ‘digital natives’ demand the same convenient, easy access to healthcare that they experience across other consumer-focused industries.” He cites the “Large Employers’ 2019 Healthcare Strategy and Plan Design Survey” (http://bit.ly/healthcarestrategy-survey) from the National Business Group on Health, released this past August, which confirmed that half of employers (51 percent) identified implementing more virtual care solutions as their top healthcare initiative in 2019.

Says Paige Rothermel, chief growth officer with Blue Cross Blue Shield of Arizona, “It’s exciting to see consumers being empowered to better manage their care and the care of their families. Ten years ago, the iPad didn’t exist.

Now, patients meet their doctors face-to-face through a tablet without ever leaving their home.” Some examples are virtual doctor visits, trauma treatment from emergency rooms hundreds of miles away, and mobile apps that give patients the cost of an MRI before the scan. And she believes this is just the beginning of where technology is taking us in healthcare, each advancement sparking new expectations from consumers who want their healthcare experience to mirror their everyday retail experiences. “For insurers,” she notes, “that means giving consumers what they need, when they need it, wherever they are. Like never before, technology allows us to provide better solutions, upgrade the experience, and improve the quality of healthcare, all the while keeping costs in check.”

Dean points to telemedicine is a prime example — a well-established model for treating common injuries and illnesses as well as delivering care to patients in rural areas. And he says, “What you’re seeing now is the expansion into telehealth, which includes a more holistic approach to treating individuals.” He sees telebehavioral health — a service for treating emotional and mental health concerns over a computer or mobile device — as the next frontier. “It combats social stigmas related to seeking mental health treatment, addresses a national shortage of mental health providers and offers individuals a more affordable and convenient route to get help,” he says. “As the U.S. continues to make mental healthcare a priority, we expect telebehavioral health — which encompasses teletherapy and telepsychiatry — to gain serious momentum in the very near future.”

Allan Allford, president and CEO of Delta Dental of Arizona, points out that technological advances are also affecting how insurers deliver dental benefits. “Not only do clients want immediate access to their benefits, but they want their benefits delivered in new, innovative ways that reduce their time spent in the car or dental chair or that lowers the cost associated to maintaining good oral health,” he says. “In response to those demands from employers and enrollees, we’ve spent a lot of time introducing technological tools and programs that improve access to dental care and encourage regular dental visits.” These include a mobile app designed to make it easy for patients to access benefits information on-the-go or book an appointment with their dentist, and better tools to help employers dig through their claims data to understand their workforce’s dental health and implement programs for improving it. Recently introduced are on-site dental services to employers that have a younger workforce or express the desire to expand access to healthcare in a more convenient, expedient way. Says Allford, “It’s an unconventional and effective way to provide oral healthcare to people who normally don’t go to the dentist or take great care of their mouths.”

“Just as the financial services industry has brought to market easy account management such as mobile banking, online trades, and five-minute

mortgage applications, we see that technology will help our customers with doctor visits, claims, prescriptions and even guiding wellness,” Rothermel says, noting also a shift in the ways hospitals, providers and insurers engage with consumers. “It’s now on the consumer’s terms.” An example of BCBSAZ’s increased adoption of digital technology is its BlueCare Anywhere telehealth solution, which allows group members to speak to a provider remotely, receive a diagnosis and have prescriptions placed electronically.

“With the launch of the Apple smartphone in 2007, Americans have quickly adopted mobile connectivity as a primary means for obtaining information, performing daily tasks and becoming increasingly empowered consumers,” says Kristin Darby, chief information officer at Cancer Treatment Centers of America. She cites a report from Pew Research Center in 2015 that more than 62 percent of smartphone users have used their phone to look up information about a health condition. “The availability of telemedicine services has also increased, with most offerings being around urgent care and primary care services. Technology has empowered consumers to shop for the right medical care in a transparent manner that offers information on patient satisfaction ratings, immediate access or appointment availability, insurance coverage and the convenience of obtaining care where and when the patient wants.”

Darby notes the interaction of patients and physicians has also benefited from technology through the implementation of Electronic Health Records. “Relevant data is presented to physicians within the EHR, which includes treatment options, health risks and the capturing of data necessary to measure and understand treatment effectiveness.

This has improved the accessibility of information available to physicians at the point of care, resulting in improved quality and efficiency in the delivery of care.” With the EHR, CTCA also makes a portal available to patients to access their medical record, with the ability to extract the information as needed.

CTCA’s recent opening of two outpatient care centers is part of its investment in technology to support a geographically dispersed footprint of care delivery locations. “Cancer Treatment Centers of America understands that, to have successful community care delivery, we must have interoperable systems that provide the right patient data in the appropriate electronic format to other providers within or outside our network. Efficient, secure communication improves patient safety with the reduction in errors and delays that are prevalent in paper-based transactions.”

From new tools and smartphone applications that assist individuals seeking quality and cost information to help make informed treatment decisions, to the ability to access personal healthcare data via electronic medical records for test results, to physician instructions or communication that includes online appointment scheduling and telemedicine care, “Technology plays an everincreasing role in every facet of how patients access healthcare,” observes Kim Shepard, Cigna market president for Arizona.

“Not only do clients want immediate access to their benefits, but they want their benefits delivered in new, innovative ways that reduce their time spent in the car or dental chair or that lowers the cost associated to maintaining good oral health,” —Allan Allford, President and CEO of Delta Dental of Arizona

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“Technology continues to reshape how employers select and offer healthcare benefits to employees, putting access to information at our fingertips and creating a more seamless and interactive healthcare experience.”

—Dave Allazetta, CEO of Employer and Individual with UnitedHealthcare of Arizona and New Mexico

Technology Advances in Patient Care Similar to other healthcare specialties, dentistry is evolving along with scientific and technological breakthroughs, says Delta Dental’s Allford. “Dental professionals are able to offer better dental solutions and improve patient care with refinements in digital imaging, advances in 3-D printing and additional applications for laser dentistry. This often allows patients to identify oral health issues faster and provides options for less invasive treatment.” There has been an increasing focus on oral healthcare with the increasing knowledge of its connection to a person’s overall health.

“Technology continues to reshape how employers select and offer healthcare benefits to employees, putting access to information at our fingertips and creating a more seamless and interactive healthcare experience. At the same time, these advances may help improve health outcomes for employees and curb costs for employers,” says Dave Allazetta, CEO of Employer and Individual with UnitedHealthcare of Arizona and New Mexico.

Shepard notes that advancements in electronic medical records, alone, help improve patient care by enabling the sharing of critical patient history such as allergies, prescription history and other vital information with treating physicians — thereby avoiding issues that can arise when multiple physicians are involved in caring for a patient. “Patients and physicians also use new technology to jointly manage chronic conditions remotely, thus reducing the number of times a patient to needs to make a trip to the physician’s office to be monitored,” Shepard says. “Additionally, healthcare professionals have access to enormous amounts of data that can be used to research conditions and learn about new drugs and treatments to deliver the most timely-based information when treating patients.”

It’s a big deal that technology can help make sense of big data.

Observing that “big data” is a buzzword now, Allazetta points out, “The applications are only meaningful if employers can make sense of that information.” UnitedHealthcare created its Health Plan Monitor as a resource to enable employers to more easily analyze health data, considering aggregate medical and prescription claims, demographics, and clinical and well-being information. “This can provide an analytics-driven roadmap that helps employers implement tailored clinical management and employee engagement programs, helping improve health outcomes, mitigate expenses, and help employees take charge of their health,” he says.

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Pointing again to telemedicine as a rapidly growing method of care delivery, Darby says, “Consumers now have an option to access a provider at their convenience — virtually — for many common healthcare conditions.” It can be a struggle for physicians to piece together all of the care and supportive therapies or services that their patients need, but, she explains, when telemedicine options are combined with other medical services, it empowers a consumer-driven experience where an overall service offering can be personalized based on an individual patient’s requirements and the type of experience that patient values.

EHRs are an important part of this. Emphasizing the need for the medical history to be complete, Darby explains the benefit is multi-factor: They allow patient medical history to be transferred between different physician offices so the patient does not need to provide this detail again or complete any unnecessary paperwork, and they enable the physician to leverage this data when making care decisions, with the potential to eliminate unnecessary duplicative testing and improve coordination of care among different physicians where the patient may be receiving care.

“I fully expect to see the utilization of home monitoring devices and telemedicine offerings to grow as patients understand and become comfortable with a comprehensive patient examination being delivered virtually,” Darby says.

And there’s the growing phenomenon of wearable wellness devices. Says Allazetta, “An estimated 35 percent of employers now integrate wearable devices into their well-being programs, helping employees more accurately understand their daily activity levels. As these programs become more common, there are opportunities for cost-savings for companies and their workforces.” One such program is UnitedHealthcare Motion®, which enables people to earn more than $1,000 per year by meeting certain daily walking goals, while employers can achieve premium renewal discounts based on the aggregate walking results of their employees.

This is part of the Internet of Things, which has come a long way in recent years and is well integrated within the healthcare space, among multiple other industries. According to GlobalData, a leading data and analytics company, the continuous implementation of IoT within healthcare will expedite productivity and analysis of data, which will, in turn, improve patient outcomes. The IoT network of

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physical devices uses connectivity to enable the exchange of data and streamline processes to complete tasks in a timely manner.

Says Atif Nawaz, medical devices analyst at GlobalData, “IoT in healthcare facilitates mundane albeit important tasks to improve patient outcomes, and also takes some of the burden off health practitioners. Tasks such as remote patient monitoring, treatment progress observation and the housing of vaccines are all capabilities of medical devices with integrated IoT.” Not only are the IoT devices themselves important, the aspect of analyzing data is a secondary benefit they offer, GlobalData recently reported, naming Kaa (KaaIoT Technologies), MindSphere (Siemens), and Azure (Microsoft) as among IoT data analysis platforms that allow data to be collated from IoT devices to draw meaningful actionable trends.

Patients are also increasingly using technology to comparison shop. Thirty-six percent of Americans say they have used the Internet or mobile apps during the last year to comparison shop for healthcare, up from 14 percent in 2012, according to a recent survey by UnitedHealthcare, which also makes information available on market averages and prices of services. Employers can

encourage employees to participate in this trend by offering financial incentives — such as $25 or $50 gift cards — to employees for using healthcare transparency resources. “Healthcare quality and cost varies widely within a city or neighborhood, so encouraging the use of transparency resources can yield savings for employers and employees,” Allazetta says.

Says CTCA’s Darby, “I believe the future will present an even more consumer-centric care delivery model that provides cost and quality transparency combined with an empowered patient.” She predicts an increase of healthcare delivery through mobile devices and telemedicine; more monitoring of chronic conditions through mobile apps in which the patient provides information on their mobile device, such as a glucose or blood pressure monitor; and pro-active interventions from care management to enable patient outreach when potential issues are detected. Additionally, she says, “Artificial intelligence will also begin to be used to improve the overall patient experience and handle many low-acuity encounters, which will contribute to reducing cost of delivery.”

Technology Impact on Employers’ Benefits Programs “Benefits directors are harnessing technologies like telehealth to provide employees with high-value, cost-effective options for accessing care,” says MeMD’s Dean. “What’s more, self-insured companies reap an immediate return on the investment through direct cost savings, and all employers experience increased productivity and decreased absenteeism. It’s a win-win for businesses and their employees.”

And, as Allazetta notes, “The intelligent use of data can help employers develop and implement more customized clinical management and wellness programs.” Analyzing and applying that information can lead to significant cost savings for the employer.

“Employers’ benefit programs must continue to evolve to keep up with changes from many perspectives,” says Shepard. While the technological advances will likely enhance the patient experience and outcomes, she does not expect them to require significant changes to benefit programs. “However,” she says — and cites telemedicine as an example — “employers will need to continue to monitor their programs to ensure employees have the ability and encouragement to take advantage of new advancements.”

The Veterans Administration is one employer that has kept an eye on new advancements. Barthelemy relates it was an early adopter of telehealth, and now offers 55 service lines “all via virtual care powered by GlobalMed” that range from tele-allergy to tele-physical therapy to tele-surgical/transplant.

Telehealth is also helping employers enhance mental health benefits.

Says Dean, “Employers are increasingly aware of the importance of mental health in the workplace; they understand that depression, anxiety, interpersonal problems and other behavioral and emotional challenges can wreak havoc on productivity, morale, and may lead to

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higher medical costs down the line. With teletherapy and telepsychiatry, businesses can help employees with mental health concerns access the care they need — cost-effectively, conveniently and confidentially.”

Allazetta reports that integrating medical and ancillary benefits, such as vision and dental coverage, is another trend. “While some people may overlook these plans, offering this coverage as part of an employee’s menu of benefits options may maximize the effectiveness of a company’s healthcare dollars, provide families with added peace of mind and help build a culture of health,” he says, explaining that combining medical and ancillary benefits under a single health plan may enable the integrated analysis of a wide range of data that can facilitate proactive outreach and clinical support for employees. “For instance, for a diabetic with both UnitedHealthcare medical and dental coverage, we are able to crosscheck dental and medical health data to determine if that person has missed recommended periodontal treatments or cleanings. Our team then proactively follows up with the member to help schedule the recommended dental treatment or cleaning, which have been shown to reduce inflammation and improve the management of diabetes.”

Observing, “Keeping a workforce engaged and healthy is a top priority for employers,” Rothermel notes that larger employers have more advanced analytic tools to understand the health of their employee population and know which programs and services are proven to improve the health of their workers. With data that reveals utilization, healthcare trends and cost drivers, employers can tailor their benefit and incentive programs to more closely match what works for their employees. And, she says, “A strong benefits program can increase care options, incent the use of meaningful healthcare tools and make the overall experience easier.”

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Engagement and the Bottom Line “Employee healthcare is a hot-button issue right now. Research continually shows the link between a quality benefits package and an engaged, loyal workforce. In fact, it’s critical to attracting and retaining talent,” Dean says. Telehealth, in general, helps employers provide robust benefits “without killing the bottom line”; even more so with regard to mental health. “Most health plans include some mental healthcare, but accessing these benefits is another story altogether. A shortfall of mental health providers combined with extremely narrow provider networks make it extremely difficult for people to access care through their health plan,” he explains.

“Telebehavioral health fills the gap, giving employees the option to speak with a therapist quickly, privately and conveniently. In addition, research has shown time and again that, when people receive effective treatment for emotional or behavioral health challenges, medical and disability costs come down. Moreover, the vast majority of employees who seek care report improved engagement, productivity and satisfaction in the workplace.”

While acknowledging that technology has produced many innovations in healthcare over the past decade, Barthelemy breaks down the impact it is having on healthcare costs. “In a study reported in the U.S. National Library of Medicine of the average costs of telemedicine in a variety of settings, telehealth episodes of care were $36, $153, $162 and $1,735 less expensive, respectively, than retail health clinics, urgent care centers, primary care offices and emergency departments.”

Observing that increasing numbers of employers are offering onsite or shared site corporate health or wellness/well-being clinics as part of their efforts to simplify and lower healthcare costs,

Barthelemy says, “Experts project that 65 percent of large employers will operate them by 2020. A majority of these clinics offer virtual care.” He adds, “Technological innovations such as virtual care help employers strengthen the opportunity for cost savings, improved outcomes, greater worker productivity and stronger employee retention.”

Toward that goal of helping design a more efficient and easier-tonavigate health system that will encourage employee engagement in their health and help curb healthcare costs for employers, UnitedHealthcare annually invests more than $3 billion in data, technology and innovation, according to Allazetta.

“Today, employers are engaging and communicating with employees through easily accessed mobile and online activities and incentives, all with the goal of helping employees make vastly better healthcare decisions for themselves and their families,” Rothermel says. “Be it through educational resources, transparency tools or greater access to care, technology is changing the healthcare industry, changing the workplace, and changing the way employers are supporting their employees.”

Blue Cross Blue Shield of Arizona azblue.com Cancer Treatment Centers of America cancercenter.com Cigna cigna.com Delta Dental of Arizona deltadental.com GlobalData globaldata.com GlobalMed globalmed.com MeMD memd.me UnitedHealthcare uhc.com

“Experts project that 65 percent of large employers will operate [onsite or shared site corporate health or wellness/well-being clinics] by 2020. A majority of these clinics offer virtual care.

Technological innovations such as virtual care help employers strengthen the opportunity for cost savings, improved outcomes, greater worker productivity and stronger employee retention.”

—Joel Barthelemy, Founder and CEO of GlobalMed

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PACKAGED TO IMPRESS PROFESSIONAL REPUTATION AT RISK Pet peeves for business professionals to avoid on social media include: • Having a LinkedIn profile without a photo (or with an inappropriate photo).

• Leaving questions or comments unanswered on business social media pages . This can result in hard feelings and missed opportunities.

• Not proofreading social media updates before posting them. Posts riddled with poor grammar and typos look sloppy and unprofessional.

• Sharing inappropriate or overly personal updates on business social media sites. Consultants and other independent professionals whose personal and professional brands are necessarily one and the same should be judicious about what they share on their business accounts.

Rachel Strella is the founder of Strella Social Media, a social media management company serving dozens of cl ients nationally. She is a regular contributor to Small Business Trends and Social Media Today and has been featured in Forbes and numerous other major publications.

She has delivered social media presentations to businesses, colleges, trade groups, etc. She’s also an avid blogger, with her awardwinning blog (six awards) having more than 75 posts syndicated internationally. strellasocialmedia.com twitter.com/RachelStrella

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Menacing Mistakes on Social Media

Mistake!

Do businesses have the wrong mindset on social media’s ROI?

by Rachel Strella

Social media marketing was once relatively new and mysterious and many just weren’t sure how to effectively use it. Today, it’s a much different story. The online world has changed dramatically and we see widespread use — and misuse — of social media by businesses all the time.

Organizations of all sizes and in all industries struggle to meet the challenge of using social media effectively to further their company’s goals. With constant changes, it is no wonder why. But understanding what works and what doesn’t and avoiding common mistakes will enable businesses to continually thrive. Below are some of the most common mistakes businesses make — as well as the No. 1 blunder.

TOP FIVE BUSINESS SOCIAL MEDIA MISTAKES

Ineffective Distribution of Resources — Before the Internet, companies were the gatekeepers of information about their products and services. Companies spent the majority of their resources creating one-way marketing messages, such as newspaper advertisements and billboards. People who wanted information had no choice but to wait for what businesses pushed out to them. That has totally changed with social media marketing today. In fact, according to an article on Pynmts, “Eighty-eight percent of consumers pre-research their buys online before making a purchase either online or in-store.”

Consumers, now equipped with information to make better buying decisions, have the power position. That means businesses must focus on top-level sales funnel activities, such as awareness, interest and consideration, but in a responsive and interactive way. If a business is still spending the majority of its resources “telling” rather than holding conversations with consumers, its priorities are misaligned.

Marketing resources need to be refocused to account for the shifts in consumer behavior and the competitive environment.

Businesses need to also consider who they are reaching with their messaging; it’s not just about the numbers. If a business has 10 million followers but none of them are people who are genuinely interested in engaging with its content, what’s the point? Although spending a little money to advertise on social media can help increase a business’s following, I adamantly discourage buying fans or followers (which often end up being spam accounts with no living, breathing people behind them).

No Concrete Plan — A business must have a social media strategy in place to get results. This first requires an understanding of the business and its marketing goals.

Unfortunately, many business owners fail in establishing that

foundation. Without clear goals, they don’t understand social media’s role in helping to achieve them.

To overcome that problem, it helps to answer the following questions: What’s important to your customers? What matters most to your team? What is the company vision? What are the core values?

Next, in planning the marketing, the business should consider: What is the message you want to convey? Who is the audience? Where is the audience? What do you want them to do? How will you create a message that will resonate with them? How will you measure the effectiveness?

From this process, social media goals can be distilled and established to support marketing goals through awareness, education, customer service, customer engagement and more.

A social media plan should serve as a roadmap that lays out the channels, the content, integration with other marketing efforts and measurement methodology.

And that includes avoiding the use of the same formatting on every social media channel; because every social media channel has its nuances, businesses need to pay attention to audience preferences (length of content, frequency of posts, etc.) and platform limitations.

Failure to Launch — A social media strategy is only as strong as its execution. That requires dedicated resources — those who have the time, knowledge and interest in delivering the components of the plan. However, many companies delegate social media to an intern, an administrative assistant or a member of the sales team; in smaller companies, the implementation can be led by a spouse, a child or even a neighbor.

Inconsistency and ineffectiveness happen when businesses entrust their social media management to someone who is not equipped to handle it properly. The end result is no result. It’s a wasted effort.

Outdated Content Strategy — The amount of data on the Web is increasing at startling percentage rates. It is virtually impossible for us to consume the vast amount of content available today. So, how does a business break through the noise? One way is to acknowledge that content creation is only the starting point.

Content must be of high quality, it must be read and it must move (e.g., be shared) to be effective. Yet less than 1 percent of all content on the Web is shared, so how can a business move the needle?

Emotion.

Emotion is the key driver of social sharing. People who share content have an emotional connection to it. Therefore, it’s

Real estate brokerage Purplebricks recently commissioned a national study to uncover which professions Americans deem the most and least trustworthy today. Journalists rank low in trustworthiness (only 11 percent feel they can be completely trusted) while bankers — the same people whose actions attributed to the stock market crash 10 years ago — are more trustworthy than journalists or real estate agents. ... purplebricks.com

BETTERING YOUR BUSINESS critical for content to speak to its audience so that people will share it.

Here, again, numbers are not the answer. In fact, there is such a thing as “too much of a good thing.” Posting multiple times a week via the LinkedIn long-form publishing platform, for instance, creates online visibility, but businesses should also keep in mind that when they generate an article, their connections usually receive a notification.

Businesses that publish articles too often will wear out their welcome and annoy their LinkedIn contacts. Similar consideration should be applied to the “best practices” advice to post 10 or 20 (or 100) times per day. There are many factors to consider when deciding how often to post. On all platforms, relevancy, quality and consistency should be the top priorities.

And businesses may put a lot of effort toward creating content that goes viral. Yet, virility is rare — and usually short-lived. While viral content may provide a quick boost, it lacks staying power, most likely because content that goes viral is usually short, sweet and lacking in substance.

Social media’s magic is in its role as a relationship-building tool — and strong relationships must be built over time and with repeat interactions.

Lack of Integration — Businesses that put social media in a silo miss out on experiencing its full potential. It needs to be integrated into a company’s overall marketing plan, with its website serving as the heart of its online marketing strategy. Businesses that don’t have a website need to get one. If they have a website that is not well-built, they need to rebuild it or make modifications to improve its performance. This is essential for companies that want to incorporate blogging and search engine optimization into their efforts.

Additional ways to integrate social media with other marketing tactics to attract an audience or strengthen a marketing strategy include adding social media icons or links to team members’ email signatures and business cards, encouraging social media connections via direct mail campaigns and print advertisements, and running pay-per-click ads.

Relying on social media alone is a risky venture, especially for small businesses. The more a company can synergize, the better chance it has of achieving its overall marketing and business goals.

THE NO. 1 SOCIAL MEDIA FAIL: LEAVING IT TO AL

While automated marketing can supplement an overarching marketing plan, it shouldn’t be done to the point of overkill. Overloading people with too many messages on auto-pilot destroys trust. Unfortunately, technology has blurred the lines between what is “nurturing relationships” and “spamming.”

Robots will eventually have the ability to automate most essential marketing tasks — including algorithmic writing. And many clients will welcome relief from the time and effort it takes to develop blog posts.

However, the Web is already oversaturated with content and rapidly becoming more so. Because of this, each business needs to discover what makes it unique in the crowded and competitive online space. This involves finding its voice and showcasing the human element. While automating marketing functions is technologically possible, businesses cannot automate relationships. They must humanize their brands to build emotional connections and trust.

Social media is different from traditional forms of media, and it needs to be treated as such. Its ROI won’t be immediate, because success with social media hinges on forming relationships. That takes time, consistent effort and interaction. If it sounds like a lot of work — it is. But it’s worth it. As a business gains traction on social media, momentum accelerates (sometimes in exponential proportions), and the awareness and opportunities it generates can far surpass the value of the investment made to get that ball rolling.

The Book of Beautiful Questions When confronted with almost any demanding situation, the act of questioning can help guide us to smart decisions. By asking questions, we can analyze, learn and move forward in the face of uncertainty. But “questionologist” Warren Berger says that the questions must be the right ones; the ones that cut to the heart of complexity or enable us to see an old problem in a fresh way. Drawing from the insights and expertise of psychologists, innovators, effective leaders and some of the world’s foremost creative thinkers, Berger presents the essential questions readers need to make the best choices when it truly counts, with a particular focus in four key areas: decisionmaking, creativity, leadership and relationships.

The Book of Beautiful Questions: The Powerful Questions That Will Help You Decide, Create, Connect, and Lead Warren Berger

288 pages

Bloomsbury Publishing

Available: 10/30/2018

$28

Can You Hear Me? Communicating virtually is cool, useful and ubiquitous. But whenever there’s a glitch with the technology or a message is unclear, we’re reminded that the quality of human connection we experience in many forms of virtual communication is awful. We’ve all felt disconnected and bored in a video conference, frustrated that we’re not getting through on the phone, or upset when our email is badly misinterpreted. The truth is, virtual communication breeds misunderstanding because it deprives us of the emotional knowledge that helps us understand context.

How can we fix this? In this powerful, practical book, communication expert Nick Morgan outlines five big problems with communication in the virtual world — lack of feedback, lack of empathy, lack of control, lack of emotion, and lack of connection and commitment — sharply highlighting what is lost in our accelerating shift to a more virtual world.

Can You Hear Me?: How to Connect with People in a Virtual World Nick Morgan

288 pages

Harvard Business Review Press

Available: 10/30/2018

$30

Lean Impact Around the world, a new generation is looking beyond greater profits, for meaningful purpose. But, unlike business, few social interventions have achieved significant impact at scale. Inspired by the modern innovation practices popularized by bestseller The Lean Startup that have fueled technology breakthroughs touching every aspect of our lives, Lean Impact turns our attention to a new goal — achieving radically greater social good. Social change is far more complicated than building a new app. It requires more listening, more care and more stakeholders. To make a lasting difference, solutions must be embraced by beneficiaries, address root causes, and include an engine that can accelerate growth to reach the scale of the needs. Lean Impact offers bold ideas to reach audacious goals through customer insight, rapid experimentation and iteration, and a relentless pursuit of impact.

Lean Impact: How to Innovate for Radically Greater Social Good Ann Mei Chang Wiley; 1 edition

… Also looking at how those living in different geographic regions trust differently, Purplebrick's study found Americans from the West are more than twice as likely as those from the Midwest to find real estate agents not trustworthy at all. purplebricks.com

304 pages Available: 10/30/2018

$30

OCT. 29 2018 INBUSINESSPHX.COM

MINDING THEIR BUSINESS

Sara Silver: Challenging the Status Quo in Business Tech Silverware founder blazes solutions in more than software

by Niamh Sutton

SILVER SHINES • Silverware Inc. specializes in business management solutions and is a reselling partner for Microsoft Dynamics Business Central, Microsoft Dynamics NAV ERP and Sage Intacct, with offices in Phoenix and Seattle.

• The eight habits that make Silverware successful at what they do are communication, fact checking, a focus on teamwork, building relationships, getting to know the customer, owning the work, following up and optimizing the experience.

• Sara Silver is a Two Pups Wellness Fund board member.

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When Sara Silver started her career in the ’80s, she was usually the only woman in the room. She was also a recent college graduate, so she kept a low profile, focusing on learning as she began to navigate her career. “I never really thought much about it,” says Silver. She admits, “I don’t really consider myself a woman in tech — just a person in tech.”

However, Silver has made a point to mentor other women in an industry that remains largely male.

Working as a pricing analyst, Silver needed access to information. When she requested a report from the company IT department and was told it would take six months to produce, Silver purchased a book on FoxBASE programming and taught herself. This eventually inspired her to leave behind corporate life and go out on her own. In 1988, she founded Silverware, Inc., a business management solutions firm, which specializes in Enterprise Resource Planning (ERP). Headquartered in Phoenix, Silverware Inc. has an office in Seattle, as well as employees working remotely in several cities across the United States. Currently, 13 of Silverware’s 30 employees are female.

In 2015, Silverware purchased the practice of one of its competitors. Silver and her husband, Bob, were good friends with the owner of the company and they had collaborated on projects together several times. “The conversation started because he wanted to retire,” explains Silver. “We needed a big boost and that was not going to happen without a big move.” Since the acquisition, Silverware has almost quadrupled its revenue and the growth has allowed it to increase its traditional business services, while also diving into the Cannabis ERP software market. “We wanted to explore a new vertical industry so that we could gain expertise and implement repeatable — rather than custom — software solutions,” says Silver.

Through extensive research, Silver and her team were able to configure its traditional ERP solution specifically for the cannabis industry. “I must say it has been quite an education,” acknowledges Silver. Many of Silverware’s customers in the cannabis industry have bootstrapped their business thus far. Now, Silverware can provide a world-class ERP

Women make up less than 20 percent of U.S. tech jobs, even though they make up more than half of the U.S. workforce.

supporting audit requirements that investors require, while also streamlining their business processes. The software is also capable of helping to automate state compliance requirements, which is necessary to maintain licensing.

Silverware is embarking on its 30-year anniversary and many of its employees have been with the firm for more than 10 years. Silver’s secret to attracting and retaining employees is, she tries to remain human in her relationships with her employees. “We have eight habits that we always focus on,” she explains. “As long as we follow these habits, we are successful. This has become part of our culture — and, although everyone is tired of hearing me preach the habits, it seems to be working!”

Silver explains the competitive nature of her industry and the challenges Silverware overcomes when looking for talent.

When they are recruiting, they set up peer interviews so the candidates can learn what it is like to work at Silverware.

“There are many people who are qualified for the job — but they have to understand our culture,” says Silver. “It’s not a fit for everyone.”

She is most proud of the relationships Silverware has with its employees and long-time customers. Silver’s first client is still with the firm today.

“I love to be at a grocery store and see a line of bottled water that was manufactured via our software,” Silver says.

“We might not be saving the world or curing cancer, but we are helping many companies succeed in their business.”

In addition to running her business, Silver has helped lead an annual team that is consistently a principal fundraiser for the Arizona “Walk MS” to end multiple sclerosis. More importantly, the team walks to support Silver’s brother. The “Smilin’ Phil” team has raised $70,000 through the walk over the past few years. “Teamwork requires a variety of qualities — trust, commitment, cooperation and support,” she says.

“Whether we’re working with a client helping to select and implement the optimal ERP solution or gathering to walk for MS, the motivation is one and the same.”

Silverware, Inc. silverw.com

BY MIKE HUNTER

OCTOBER 2018

Rick Weekly McCartney Podcast ® hosted by

OUR PODCAST Diana Elarde

Arizona Technology Council and ANA Business Marketing, Phoenix

2018 Marketing Technology Summit Wed., Oct. 17 | 12:30p – 6:15p The 10th annual Marketing Technology Summit expects to host more than 200 business-to-business marketing, sales and technology professionals from throughout Arizona at this intense half-day program featuring top-tier educational content, an expo, and networking with industry leaders from both AZTC and ANA member organizations. The program is aimed at members of Arizona’s technology and marketing ecosystem, including CMOs and CIOs; small, mid-sized and large high-tech organizations; venture capitalists, angels, banks and fund managers; marketing and public relations agency leaders; educators and marketers from K-12 and higher education; public policy leaders; and legal professionals.

Keynotes include “Influencer Marketing: Should I Dive in?” presented

by Tyler Farnsworth, managing director of influencer marketing agency August United.

Two interactive panels will fill the afternoon. The AdTech Panel will be on getting the most out of one’s advertising budget, moderated by Sheila Kloefkorn, CEO of KEO Marketing. Panelists are Lindsay Downing, digital strategy director of Goodway Group; Ben Holland, digital marketing manager of Arizona Science Center; Andrew Allender, digital media specialist at Insight; and Ryan Burch, a managing director with Cybba.

The Digital Transformation Panel will be moderated by a representative from MST Solutions, on what is driving digital transformations in a not-so-digital world. Panelists are Mike Jones, CEO of Resound, and Michael Fleming, vice president of digital strategy with Ideas Collide.

The event will close with a cocktail reception.

Members: $40; non-members: $60 Venue8600

Gilbert Chamber of Commerce

Procurement Expo Fri., Nov. 2 | 7:30a – Noon The Small Business Council presents this expo to help small businesses learn how to become a preferred vendor for local school districts, colleges, municipalities, the State of Arizona and other large corporations. The program will include representatives from more than 30 organizations, who will share their common procedures and processes for procuring vendors. Businesses that have a product or service to offer will benefit from information on how to receive requests for proposals, submit bids and earn a spot on the vendor list.

Following a registration half hour that will include a light breakfast and networking, exhibitor booths will be open until noon alongside a program of 30-minute seminars, designed to cover the whole process of completing an RSP. The first will be “Building a Strategic Plan to Respond to Bids and RFPs,” presented by Diana Elarde, principal of Emerging Insights. Specifically targeted to Gilbert, the second will be on “Doing Business with the Town of Gilbert.” The final program piece will be “What It Takes to Win the Bid,” presented by a panel of experts covering requirements of the process: a banker to talk about lines of credit, an insurance provider to talk about liability, and an HR professional to talk about staffing requirements.

As of press time, representation is confirmed for the following organizations: the Town of Gilbert, Gilbert Public Schools, Higley Unified School District, Mesa Public Schools and the Maricopa County Sheriff’s Office.

8600 E. Anderson Dr., Scottsdale

Members: $25; non-members: $325

aztechcouncil.org

The Elegant Barn 1221 N. Greenfield Rd., Gilbert

OCTOBER 2018

S M T W T F S

gilbertaz.com

Join us for interesting, informative and inspiring conversations with top local businesspeople in the Greater Phoenix area.

Listen now at inbusinessphx.com.

SAVE THE DATE

Upcoming and notable Procurement Expo, Presented by the Small Business Council Nov

Fri., Nov. 2

2

Learn how to become a preferred vendor for local school districts, colleges, municipalities, the State and other large corporations. gilbertaz.com 20th Annual State of the City Nov

2

Fri., Nov. 2

Tempe Mayor Mark Mitchell will be sharing his thoughts on the local social and economic climate along with his vision for the growth and future of Tempe and Arizona. tempechamber.org 2018 Governor’s Celebration of Innovation Awards/Tech Showcase Nov

Thurs., Nov. 8

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This annual awards gala honors technology leaders and innovators from across the state. aztechcouncil.org

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14 15 16 17 18 19 20 OCTOBER 2018 NOTABLE DATES 21 22 23 24 25 26 27 Wed., Oct. 31 — Halloween 28 29 30 31

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OCT. 2018

INBUSINESSPHX.COM

OCTOBER 2018 Tues., Oct. 2

Wed., Oct. 10

11:30a – 1:30p

11:00a – 1:00p

Spirit of Enterprise Award

Monthly Meeting

Economic Club of Phoenix

National Association of Women Business Owners – Phoenix

Speaker and award-winner is Tomas Gorny, a Polish-born American entrepreneur and the co-founder, chairman and CEO of UnitedWeb, a holdings company, and Nextiva, a cloud communications provider.

“Stepping into Your Leadership Power™,” how to maximize your leadership potential, presented by Lynn Moran of the Arizona Coaching and Consulting Center. Event includes lunch and table workshops.

Members: $43; non-members: $53

$85

Gainey Ranch Golf Club

The Scottsdale Resort at McCormick Ranch

7600 E. Gainey Club Dr., Scottsdale

Tues., Oct. 16

Business Before Hours at Arizona Mills

nawbophx.org

7700 E. McCormick Pkwy., Scottsdale wpcarey.asu.edu/economic-club

Thurs., Oct. 4

Tempe Chamber of Commerce

7:30a – 9:30a

An event of SRP’s Good Government series, this buzz session will bring Maricopa County Supervisors together with the business community for a discussion on the latest regional issues.

An informal atmosphere for businesspeople to meet and network with fellow members of the business community. Participants will each have the opportunity to showcase themselves and their businesses with a 30-second commercial.

Members: $20; non-members: $50

Members: free; non-members: $10

Gilbert Chamber of Commerce

Arizona Mills – Food Court

119 N. Gilbert Rd., Gilbert

5000 S Arizona Mills Cir., Tempe

gilbertaz.com

tempechamber.org

Good Government Buzz Session with Maricopa County Supervisors Gilbert Chamber of Commerce

2

4 Tues., Oct. 2

5

11 Thurs., Oct. 11

3:00p – 5:00p

2018 Grow Globally Fair Phoenix Global Chamber Phoenix Global Chamber’s Grow Globally Fair is a unique, annual trade fair event for exporters, importers and investors doing international business. It’s all the global resources in Metro Phoenix, all together, one time per year.

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12

11:30a – 1:00p

Why Your Business Needs a ‘Bring Your Own Device’ Policy Arizona Technology Council Employees are increasingly accessing business networks with their own devices. Business owners need to be aware of the risk this poses to their organization and how to minimize those risks.

Members: free; non-members: $30

Members: free; non-members: $15

ASU SkySong – “Synergy” rooms I/II

Ryley Carlock & Applewhite

1365 N. Scottsdale Rd., Scottsdale

One N. Central Ave., Phoenix

phoenix.globalchamber.org

aztechcouncil.org

Fri., Oct. 5

7:30a – 8:30a

Fri., Oct. 12

11:00a – 1:30p

Women of Achievement Luncheon

8:00a – 12:00p

HEALTH+PLUS Arizona Small Business Association

In Business Magazine

$75

Health+Plus is an all-inclusive health care experience for business owners to learn from healthcare providers, insurance carriers and health and wellness experts on telemedicine, healthcare benefits they can make available to their employees, and more.

Arizona Biltmore, A Waldorf Astoria Resort

Free

2400 Biltmore Circle, Phoenix

Venue8600

inbusinessevents.com

8600 E. Anderson Dr., Scottsdale

In Business Magazine is bringing together top local women of achievement to share their stories and inspire Valley business leaders.

asba.com

OCT. 2018

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

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

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Tues., Oct. 16

8:00a – 11:30a

‘Making Quickbooks Your Tool, Not Your Frustration’ Arizona Small Business Association As Quickbooks now offers a Web-based platform, users’ frustrations with features, shortcuts and various program differences may be growing. This guided tour can help users better use this tool.

Free ASBA Business Education Center 4600 E. Washington St., Phoenix asba.com Wed., Oct. 17

5:30p – 7:00p

Thurs., Oct. 18

Tues., Oct. 23

5:00p – 7:00p

After 5 Evening Mixer

Business After Hours

Ahwatukee Foothills Chamber of Commerce

Glendale Chamber of Commerce

‘A Taste of Private Equity’ Wine Tasting and Golf Event Association for Corporate Growth – Arizona

This is a great chance to see how Chamber members work together to build relationships and inspire new business connections.

These events provide an opportunity for Chamber Members and their guests to come together in a relaxed atmosphere while sharing ideas, products and services offered. This month’s event will be a special event, and the Glendale Chamber will say “thank you” to “amazing” members.

Members: free; non-members: $15

Members: free; non-members: $60

Members: $89; non-members: $109; after Oct. 16: add $10

Von Hanson’s Meats

Twin Peaks

Mountain Shadows Resort

2390 N. Alma School Rd., Chandler

6922 N. 95th Ave., Glendale

5445 E. Lincoln Dr., Paradise Valley

ahwatukeechamber.com

glendaleazchamber.org

acg.org/arizona

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Private equity dry powder exceeds 800 billion and firms are actively seeking investments in Arizona. Attendees can enjoy a selection of fine wines and delicious hors d’oeuvres while getting an update about the latest in the private equity field.

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Tues., Oct. 16

11:30a – 1:00p

Lunch and Learn: ‘If You Do Nothing Else, Do This’ Arizona Technology Council Hear from a panel of experts on why Corporate Social Responsibility is important to their business, employees and community — and why it should be important to everyone in business. Attendees will learn how they can implement and maximize CSR into their organizations.

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Thurs., Oct. 18

8:30a – 9:30a

Arizona Small Business Association Workshop will cover the “power networking” formula to get connected to virtually anyone, hard-and-fast rules to use to ensure one’s network is valuable, and some nifty tools to help network more effectively.

Attendees leave with both a refreshed LinkedIn profile and perspective on how to use social media to attract their ideal audience.

Members: free; non-members: $35

Galvanize

asba.com

aztechcouncil.org

Tues., Oct. 23

9:00a – 11:30a

Arizona Commerce Authority Business owners looking for funding to expand their business often think any money will do. But bankers and investors all want something different — so a businessperson can waste a ton of time and energy if he doesn’t know how they think. This interactive program will help attendees learn how to take control of their fundraising.

Arizona Commerce Authority

azcommerce.com

Open Enrollm ent

MAGAZINE

Guide

OCT. 2018

IN BUSINESS

2018 Busine ss’s

HEALTHCARE

Healthcare Meets Bus

iness

in the Techn ology Age

OCTOBER 2018 • INBUSINESSPHX.COM

THIS ISSUE

Social Media: Mindset and ROI Turn Custome Service Mishaps r Opportun to ity Blockchain Advances in FinTech $4.95 INBUSINESSPHX.COM

DON’T MISS OUT!

Get a year of In Business Magazine Subscribe now at inbusinessphx.com

7:30a – 9:00a

Scottsdale Area Chamber of Commerce

RevAZ Workshop 2018: ‘Don’t Beg for Money to Expand Your Business’

$49

Tues., Oct. 30

Breakfast with a Side of ... Fraud

Chandler Fashion Center - Microsoft Store 3111 W. Chandler Blvd., Chandler

515 E. Grant St., Phoenix

30

‘Mindshare – the LinkedIn Social Media Connection’

Members: free; non-members: $15

Tempe Chamber of Commerce Arizona Small Business Association

5:30p – 8:30p

118 N 7th Ave., Phoenix

Thousands of people and businesses — a number that is growing each year — are victims of cybercrimes and were not equipped to protect themselves. By using examples of actual FBI cases not shared with the public, national speaker and retired FBI Special Agent Executive John Iannarelli will share the most common ways businesses are vulnerable to cyber threats, including identity theft, fraud scams, hackers and even terrorists.

Members: $20; non-members: $30; day of event: add $5 DoubleTree Resort by Hilton Hotel Paradise Valley – Scottsdale 5401 N. Scottsdale Rd., Scottsdale scottsdalechamber.com

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

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OCT. 2018

INBUSINESSPHX.COM

WE VALUE WHAT WE OWN

2019 Audi A7 Premium

2019 AUDI A7 PREMIUM City: 21 mpg Hwy: 30 mpg 0-60 mph: 5.2 seconds Trans.: 8-Speed MSRP: $68,00

Sleek and powerful is what enthusiasts have been saying about this Audi model for years. This year, the A7 does not disappoint. It is standing out among the comparables — BMW’s 7 series, the Porsche Panamera and the Mercedes S-Class.

Powered by a 3.0-liter V6 TFSI engine that produces only 335 horsepower and 369 pound-feet of torque, this sporty sedan does move. The Audi TFSI engine combines direct injection with forced induction supercharging or turbocharging. Having produced an eight-speed automatic transmission and technologies that give this engine the feel of a much more powerful engine, engineers at Audi gloat over the 21 miles per gallon city and 30 miles per gallon highway.

Audi is known for its eye-opening design and its German engineering that combine both performance and aesthetic.

The new Audi A7 has a muscular stance and curves that one may expect in a hatchback sports vehicle. The rear hatchback is sleek enough (although some interior headroom was compromised) and is large enough in the trunk area to handle luggage and cargo that can be easily transferred. The back seats lower to allow for more room. Rear seating consists of just two bucket seats rather than the usual bench seat. To greet the driver upon arrival or to bid farewell, the available LED taillights with animation perform a choreographed display of light in motion when the Audi A7 is unlocked and locked.

The interior is a masterpiece, with very functional electronics and a sound system that makes it almost a disappointment to arrive at destination. The Audi MMI® Radio, with 10 speakers and single CD player with MP3 playback capability, incorporates sound throughout the cabin and is integrated with the navigation and communications systems.

All seats are made of leather and the interior surrounds passengers with available wood trim. In front, the heated seats offer eight-way power adjustment and four-way power lumbar adjustment. It is true Audi performance in a useful sporty sedan.

—Mike Hunter Audi audiusa.com

Program for Snoozing off. Some use TVs, apps or even fans, but

keep us tethered to our desks 24/7, to

these can actually have the opposite result;

get the medically recommended seven to

digital sound and light stimulate the senses

nine hours sleep each night, but it’s proven

and fans create cold breezes. SNOOZ is a

that sleep mismanagement leads to

white noise machine with a real fan inside,

problems with memory, problem-solving,

creating natural, customizable sounds

organizing, concentration and emotional

without blowing air onto the user. It also

control — all of which have serious

features programmable on/off settings

repercussions in the workplace.

and uses less power than its nearest

One tool to help us turn off our mind and get that vital rest is white noise, creating

OCT. 2018

34

INBUSINESSPHX.COM

an audible cushion against which to doze

competitor.

—Matthew Snyder,

co-founder of SNOOZ, LLC (getsnooz.com)

Coming Together: The Audi symbol is four ceiling rings that reflect the four manufacturers of Auto Union. This Audi emblem signs the association of the brand Audi with others: The the initial ring at the left side represents Audi, the next represents DKW, the third is Horch, and the fourth ring is Wanderer.

Photos courtesy of Audi (top, left), SNOOZ (bottom)

It can seem impossible in today’s hyperconnected world, where smartphones

Congratulations to the 2018 Women of Achievement and the Linda M. Herold Lifetime Achievement Honoree.

Sharon Lechter

Catherine Alonzo

Kristen Merrifield

Jane Anthony-Rivera

Deanna Salazar

Pat Bondurant

Nicole Stanton

Mesha Davis

Susan Kenny Stevens

Drena Kusari

Kado Stewart

Ruzica Markovic

Molly Stockley

RaeAnne Marsh

Brenda Thomson

MEALS THAT MATTER

BY RAEANNE MARSH

Café Allegro: Culinary Notes Enhance Musical Experience Salad ingredients change daily, but are always fresh-from-the-farm combinations of local and seasonal ingredients with various textures, flavors and spices: Hayden Flour Mill grains, Crow’s Dairy Goat Cheese, local beans, Two Wash Ranch Chicken, organic vegetables when possible, and a made-from-scratch vinaigrette inspired from the seasons $13

HOUSE-MADE VEGGIE BURGER Vegan, gluten-free burger patty made with tepary beans from Ramona Farms and organic garbanzo beans from Arizona, with roasted sweet potatoes for the binding ingredients with seasonal vegetables. $11.99

CURRY SOUP

$4.99/cup; $6.99/bowl

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INBUSINESSPHX.COM

4725 E. Mayo Blvd., Phoenix mim.cafebonappetit.com/cafe/cafe-allegro/

Lunch can be a stay-cation unto itself with a repast at one the Valley’s distinctive resorts.

Built in 1929 as the winter home of

Tonto Bar & Grill at Rancho Mañana

industrialist and financier Delos Willard

Tucked into the foothills of Cave Creek,

Toro Latin Restaurant & Rum Bar at the Fairmont Scottsdale Princess

Cooke and his wife, the Royal Palms is a

Rancho Mañana continues to evoke

Restaurant menu is influenced by Latin

Mediterranean oasis in architecture and

the Old West atmosphere it celebrated

and Asian cuisines, within the resort’s Old

landscape.

starting in the 1940s as one of the area’s

World, Spanish-style surroundings.

5200 E. Camelback Rd.,Phoenix

largest dude ranches.

7575 E. Princess Dr., Scottsdale

(602) 283-1234

5736 E. Rancho Manana Blvd., Cave Creek

(480) 585-4848

bit.ly/t-cooks

(480) 488-0698

bit.ly/toro-latin

tontobarandgrill.com

OCT. 2018

Café Allegro at the MIM

Getaway Lunching

T. Cook’s at the Royal Palms

One of an extensive variety of soups that range from West African Fish Stew to Roasted Garlic and Tomato Bisque

100 percent from scratch, down to the stock,” says Liegeois.

Everything is made from scratch, fresh daily, in small batches — ensuring freshness. This also includes all the cookies, croissants, scones and other pastries – all made onsite with flour from Hayden Flour Mills.

The menu, built along Bon Appetit’s exacting, industryleading standards of sustainability, healthfulness and humane animal husbandry, can accommodate vegan and other special dietary needs. While the changing nature of the menu can add a sense of adventure to lunch, those who prefer surer knowledge can access the day’s menu on the café’s website (or even sign up for its daily email notification).

The ambience is equally fresh — an airy dining room, whose décor is dominated by a mural of a musical performance, looks out through a floor-to-ceiling expanse of glass to a spacious desert-landscaped patio also dominated by a music-inspired artwork. Those who don’t have time to sit and relax can be assured that the grab-and-go selection of sandwiches and salads at the Café Allegro Coffee Bar is made with the same care — and variance — as the dine-in offerings.

Café Allegro’s patronage of local business Hayden Flour Mills has helped this food source to grow, according to the café’s general manager Stephanie Liegeois.

Photos courtesy of The Café at MIM (top), Royal Palms, Rancho Mañana, Fairmont Scottsdale Princess (botom, l to r)

LOCAL CHICKEN SALAD

Café Allegro offers a sensory experience that starts at the entrance to Phoenix treasure, the Musical Instrument Museum.

Diners can bypass the museum registration but still enjoy the lobby displays on the short stroll to the restaurant doorway.

Managed by Bon Appetit, Café Allegro syncs its menu to its distinctive location, celebrating a global menu with Bon Appetit’s signature seasonal variance and a tie-in to the MIM’s program focus. Selections are offered from a three-part menu of Grill, Global and Arizona Local. There are standard items at the grill — including hamburgers made of Arizona grass-fed beef, hot dogs from Schreiner’s — but also daily specials such as a Marinated Double Chicken Breast sandwich made with local herbs, garlic and Queen Creek Olive Mill extra virgin olive oil on an Mj brioche bun. An example of a Local Arizona dish is the Roasted Chicken and Heritage Grain Bowl, made with mushrooms, spinach and bleu cheese crumbles. This and other offerings along the cafeteria-style line offer culinary adventure as Chef Chris Lenza daily creates dishes with the changing farmfresh ingredients the restaurant sources locally.

Green on Purpose, which works with what general manager Stephanie Liegeois describes as small-scale farmers who “don’t have time to distribute, themselves” augments Bon Appetit’s larger-scale Farm to Fork program that, for nearly 20 years, has furthered Bon Appetit’s aim for the kitchen to work with small farms, ranches and foodcrafters within 150 miles to supply 20 percent of its ingredients.

Chef Chris “cultivates what’s coming out of the ground,” Liegeois says, “so everything is always as fresh as possible.”

This means, of course, that menu items can change daily, although Liegeois says the average is two to three times per week. Soups — a very popular choice year-round — can even change mid-shift if one batch sells out. “We make them

TEMPE CHAMBER

ADVANTAGE Fall 2O18 • tempechamber.org

Large Business of the Year: Davis Miles McGuire Gardner, PLLC

The 2018 Business of the Year Award goes to …

The Tempe Chamber of Commerce’s Business Excellence Awards honor one small business and one large business that serve as a positive role model to others and are active in the Tempe community. This year’s winners were announced on June 29th at the 2018 Tempe Chamber Annual Luncheon.

The Chamber awarded MAC6 as the Small Business of the Year.

MAC6 provides a collaborative space and culture-focused leadership programs that push conscious leaders to conquer the complexities and scale their business. The company invests in people instead of ideas and exists to build better communities where people and businesses thrive.

MAC6 explores the impact of capitalism on poverty and volunteers with a local company that works in Mozambique. It supports many local organizations by allowing them to use its space on a non-paid basis as a community gathering place. Its general philosophy is that the community is one of its most important stakeholders and it exists to serve them.

The Chamber announced Davis Miles McGuire Gardner, PLLC as the Large Business of the Year. This full-service law firm offers legal support for divorces, bankruptcy, tax settlement, forming a business or even complex mergers and acquisitions. Its focus is to ensure that any person or organization it interacts with is better because of it.

Te m p e C h a m b e r. o r g

Small Business of the Year: MAC6

Davis Miles McGuire Gardner, PLLC sponsors service activities such as Shear Beauty (a fundraiser for the prevention of breast cancer) and participates in community service projects with St. Vincent De Paul, Feed My Starving Children and others. It also partners with the ASU Sandra Day O’Connor College of Law to host ASU’s Moot Court Competition.

T E M P E C H A M B E R A D VA N TA G E

1

The Chamber Recognizes Outstanding Volunteers The 2018 Spirit of Tempe award was given to Frank and Judy Woertz. This power couple has provided more than 40 years of service in Tempe. Their State Farm Insurance agency is recognized as one of the leaders within the entire company.

Recently, Frank Woertz was named Volunteer of the Year in 2015 and also served as chairman of the Ambassador committee for two years. He was tenacious in his pursuit

Peter Adams

to improve the Ambassadors Committee and spearheaded the Kickstart program to help new members understand all of their resources.

Judy Woertz is active in many mentoring programs, including Girls Who Code, where hands-on tech experience helps break boundaries and build self-confidence. She also spends time advocating for her industry and our community at our nation’s capital, where she visits with our legislators about very important issues.

Peter Adams was awarded Volunteer of the Year and Ambassador of the Year. Adams is the owner and CTO of Ping! Development, which is a software development firm that specializes in custom Web and mobile applications and ecommerce. He serves on the Ambassador Committee, Business Development Committee, Business Owners Forum, Membership Value Committee and Coffee Connections leads group. In addition,

Frank & Judy Woertz

he is a past member of the board of directors.

Adams consistently goes above and beyond to support the Chamber. From advising the organization on technology and Web issues to keeping it safe from hackers and spyware, he does it all. You’ll literally see him at nearly every Tempe Chamber program, ribbon cutting and signature event! He goes out of his way to connect and support fellow members and make sure they have the resources they need to succeed. He is excellent at providing member referrals and is adamant about always doing business with other chamber members first.

“It’s easy to refer people and do business and be an ambassador just because of all the great people who are members and work with the chamber,” said Adams. He says he’s honored to have won his awards.

We need you to Transform a Life!

New Pathways for Youth is seeking 35 volunteer mentors to match with youth having experienced Adverse Childhood Experiences. These youth are committed to transforming their lives. They now need you to step up and join their journey. Will you be the one?

Join us for a Mentor Introduction Session on Tuesday evenings at 6:15 p.m. and on the 2nd and 4th Thursday of each month at 7:30 a.m. at 1001 East Pierce Street, Phoenix.

RSVP to info@npfy.org.

Your commitment is urgent.

Transform a life today!

Become a New Pathways Mentor!

New Pathways for Youth is an evidenced based mentoring program that matches well-trained mentors with youth in need of a caring adult relationship. Mentors receiving coaching and support to guide their mentoring relationship in the life skills curriculum offered

by New Pathways.

Transform a LIFE. Be a MENTOR. 2

T E M P E C H A M B E R A D V A N TA G E

Te m p e C h a m b e r. o r g

T E M P E C H A M B E R A D VA N TA G E

3

Huss Brewery

Alamo Drafthouse

Integrated Wellness LLC

Art of Framing

Studio 6

4

T E M P E C H A M B E R A D V A N TA G E

Schooley Mitchell

Tempe.Pledge.Green is growing!

The Tempe Sustainability Pledge is a Tempe Chamber program where businesses commit to reducing their environmental footprint. In the last six months, the program has grown by 30 percent with new pledge takers and social media activity.

Recent Tempe.Pledge.Green companies include SunTrac, TCH, The Deneau Law Firm, MAC6, Junior Achievement of Arizona and Pixel Photography. Taking the pledge at Tempe.Pledge.Green is free and companies who sign up get a social media push with their logo and a link to their pledge page.

In addition to gathering pledges, the Tempe.Pledge.Green website also serves as a resources for businesses that want to go green. There are detailed tips regarding the best practices for conserving energy and water, as well reducing waste, spending and carbon footprint.

Take a look at the Success Stories section of the site to see exactly how businesses have

been able to implement sustainable practices.

Pledge-participant Special Moments Catering posted a video explaining how hydroponics provides organic and sustainable ingredients.

This spring, Special Moments Catering received the Sustainable Business Award from the City of Tempe.

Sukki Jahnke, Director of Marketing and Programs, has worked closely with the program’s partners like the City of Tempe Sustainability Commission, ASU, APS,

SRP, MAC6, Southwest Airlines and Waste Management to provide content to the Tempe Business Community about best practices, programs and success stories both locally and nationally.

To get involved with the Tempe Chamber’s Pledge community, join the Facebook Group TempePledgeGreen, which is open to the public through the Tempe Chamber Facebook page. You can also view updates on Twitter following @TempePledge.

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/ ).

Te m p e C h a m b e r. o r g

T E M P E C H A M B E R A D VA N TA G E

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18th Annual Sun Devil Football Kickoff Luncheon Friday, Aug. 24, 2018, at Tempe Mission Palms This year’s luncheon was one of our best yet.

Thank you to all Sun Devil alumni and fans, elected officials and dedicated volunteers who made this event a success. And a very special thanks to our partners who made it all possible: ASU Alumni, Sun Devil Club, San Tan Ford, Wells Fargo, ASU, Edward Jones, United Dairymen, CenturyLink, Sea Life Aquarium & LEGOLAND Discovery Center, Southwest Gas, SRP, Tempe St. Luke’s Hospital, AlphaGraphics, Premier Audio Visual and Southwest Airlines.

We were honored to have Tim Healey, Voice of the Sun Devils, as our emcee again for us this year. Dr. Christine Wilkinson, who is set to receive the prestigious Don Carlos Humanitarian Award, spoke on behalf of the ASU Alumni Association, and Ray Anderson, who was named by Forbes Magazine as one of the 25 Most Influential Minorities in Sports, spoke on behalf of ASU Athletics.

(l-r) Wide Receiver N’Keal Harry, Head Coach Herm Edwards, Quarterback Manny Wilkins, and Voice of the Sun Devils TIm Healey

New ASU Football Head Coach Herm Edwards shared some “Hermisms” with the crowd that got everyone revved up for the upcoming season. Then, Tim Healey led an excellent panel interview with Coach Edwards, Wide Receiver N’Keal Harry and Quarterback Manny Wilkins. We’re looking forward to an

incredible Sun Devil football season!

The Tempe Chamber is proud to announce that next year’s Sun Devil Football Kickoff Luncheon will be held on Friday, August 23, 2019, at the new Sun Devil Stadium East Side Club space, which is currently in final stages of construction.

Sparky with fans

ASU Sun Devil Spirit Squad

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T E M P E C H A M B E R A D V A N TA G E

Signature Events

20th Annual State of the City Address with Mayor Mark Mitchell November 2, 2018 | 7:15 a.m. – 9:00 a.m.

At this annual event, the mayor shares his thoughts on the local social and economic climate along with his vision for the growth and future of Tempe and Arizona.

“The annual State of the City is an opportunity for us to let residents and business leaders know what the city is doing to maintain our quality of life and build Tempe into the strong regional partner that we know a prosperous future requires,” said Mayor Mark Mitchell. “This is an excellent opportunity for us to evaluate where we’ve been and get the community involved in where we’re going.”

This event provides a valuable opportunity to enjoy a breakfast with civic, business and political leaders of the Valley. The public is invited to attend.

Registration is open and sponsorships are available.

East Valley Career Conference December 11, 2018 | 1:00 p.m. – 7:00 p.m.

The East Valley Chamber of Commerce Alliance is proud to announce a flagship workforce development event welcoming top employers for a collaborative career fair showcasing a variety of full-time, part-time and internship opportunities available throughout the East Valley.

Attendees will network with many of the area’s largest and fastest-growing businesses looking to connect with talented local professionals and rising stars.

This annual conference brings together students, job seekers and employers from the region at one encompassing event. The expo hall and seminars will be held from 1–4 p.m. and a VIP Business Reception will be held from 5–7 p.m.

Registration is required and the EXPO is free to all job seekers. The VIP reception will be for invited guests and registered EVCCA Chamber members.

Leadership Speaker Series presented by the Women in Business Committee January 18, 2018 | 8:00 a.m. – 9:30 a.m.

The 2019 Leadership Speaker Series is designed to give you real-world perspectives from experienced public- and private-sector leaders. Four powerful expert speakers will inspire, educate and motivate participants to grow and succeed in their professional careers.

The series takes place on four consecutive Fridays: January 18th, January 25th, February 1st and February 8th from 8:00 a.m. to 9:30 a.m. We are proud to announce we’ll be hosted another year at marinalink™ by State Farm, 510 E. Rio Salado Pkwy., Tempe, Arizona 85281.

Registration opens November 1st.

Te m p e C h a m b e r. o r g

T E M P E C H A M B E R A D VA N TA G E

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Board of Directors Board Chair: Jenna Rowell Chair-Elect: Jihan Cottrell Treasurer: Jennifer Ochoa Vice-Chairs: Chad Akin, Marshall Hunt Immediate Past Chair: Dawn Hocking

Tempe Chamber Staff

Directors: Raveen Arora, Tracy Bullock, Mark Holthaus, Clark Landrum, Tina Lee, Kyle McIntosh, Manny Tarango, Joe Theiss

Anne Gill, President and CEO president@tempechamber.org Sukki Jahnke, Director of Marketing & Programs sukki@tempechamber.org

Ex-Officios: Kate Borders, Andrew Ching, Robert Cox, Shereen Lerner, Joe Hughes, Brian McCartin

Mark Tarabori, Membership Relations Specialist marktarabori@tempechamber.org

Committee Chairs: Suzy Greenwood, Nicole Spracale, Jenna Rowell, Glen Hayward, Don Cassano, Elaine Vreeland, Suzanne Durkin-Bighorn, Lori Zurcher

Julie Flanigan, Director of Finance julieflanigan@tempechamber.org Ariyanna Norman, Marketing & Event Coordinator ariyanna@tempechamber.org Tempe Chamber of Commerce P.O. Box 28500 Tempe, AZ 85285 (480) 967-7891 www.tempechamber.org

The Tempe Chamber of Commerce strengthens the local economy though networking, advocacy, professional development and influence. It regularly advocates for a favorable business climate through interactive public policy engagement and provides ongoing representation in government at local, state and federal levels.

CONNECT WITH THE TEMPE CHAMBER! JOIN US ON FACEBOOK /tempecc

FOLLOW US ON TWITTER @tempechamber

WATCH OUR VIDEOS /tempechamber

FOLLOW US ON INSTAGRAM @tempechamber

FOLLOW US ON LINKEDIN /company/tempe-chamber-of-commerce

Visit our NEW WEBSITE at www.tempechamber.org!

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T E M P E C H A M B E R A D V A N TA G E

About ASBA

The Arizona Small Business Association (ASBA) fosters and empowers a thriving small-business community by working diligently to advocate for legislation and regulation that supports a probusiness environment while eliminating legislation that threatens small business.

ASBA brings relevant and dynamic education and mentoring opportunities to business owners to improve their business knowledge, solve problems and, ultimately, become more successful. We accomplish this by offering our members valuable programs, undying commitment to their success, and the convenience and efficiency of our products and services.

ASBA is on the cutting edge of what is happening RIGHT NOW in the business community. From education and advocacy to resources, mentoring and meaningful partnerships, we engage our members with relevant interactions at every touchpoint. By staying on top of current trends, we ensure the tools we offer, as well as the extensive breadth of insights delivered, are valuable to the businesses we represent while significantly boosting the organic growth of our membership base.

Find ASBA on Facebook: www.facebook.com/AZSmallBIZ

Re-cap, Re-Vamp, and Rev-Up for 2019

by Jess Roman, Interim CEO, Arizona Small Business Association

While the heat is finally behind us, it’s time we reflect back on our accomplishments of 2018 and look forward to the planning of a new, exciting year.

As small-business owners ourselves, the Arizona Small Business Association understands the challenges of staying fresh and relevant in the marketplace. Sales, marketing, personnel, profitability — all key components you need to excel at to stay “in the game.” Our job at ASBA is to provide you the tools and resources you need to not only stay in the game, but to win the game.

In 2018, ASBA launched its first SynTech

With success come great traditions. We

conference, where we brought large and

were proud to celebrate our 25th Annual

Central Arizona 4600 E. Washington St., Suite 340 Phoenix, AZ 85034 p. 602.306.4000

small companies together to increase

Enterprise Business Awards Luncheon

innovation and efficiency in your business.

in collaboration with the Small Business

As we all know, technology is an ever-

Administration. This event focuses solely

evolving marketplace. Digital marketing, IT

on small businesses, just like you, who

Southern Arizona p. 520.327.0222

solutions, cyber security, secure document

have persevered and thrived in their

signing — it’s always changing! ASBA

respective industries. This year, we were

brought in companies like BlueInk, Toshiba

grateful to have both Arizona Governor

Business Solutions, Infusionsoft and

Doug Ducey and Arizona Secretary of

MicroAge to help you better understand

State Michele Reagan as our keynote

the industry and how it applies to your

speakers. Not only do both leaders have

business. We recognize that running a

an entrepreneurial spirit, but have also

business efficiently is a key component to

been heavily engaged with ASBA and our

your success as a small-business owner.

small-business community.

© 2018 ASBA. A publication of the Arizona Small Business Association. For more information or to join ASBA, please contact us at www.asba.com. Section designed by the Arizona Small Business Association.

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Healthcare and public policy — two topics that present challenges to any smallbusiness owner. When your focus is not just profitability in your business but making payroll, offering health insurance to your employees can seem like an intangible thought. ASBA created Health+Plus this year to help you solve that problem.

Business owners have so many different options to offer access to healthcare to their employees. Think telemedicine, concierge services, etc. Bridging the gap between the healthcare industry and the small-business owner has always been, and will continue to be, a top priority to ASBA.

The Voice of Small Business

by Andy Hann, Owner, Fountain Hills Door and Supply

And, of course, public policy. We understand your needs because we share

Public Policy — it sounds boring until

These activities require 150 percent of the

the same ones. As the voice of small

you realize how crucial it is to your

standard 40-hour work week and do not

business, ASBA makes it a point to fight

success as a small-business owner.

leave time for much else.

for your best interests at the Capitol every

While it is not uncommon for many

single day. We represent you and make

legislation and legal processes to install

is there to support your needs and voice

sure your voice is heard amongst our state

new rules and regulations that hinder

opposition on your behalf so you can

legislators so that you can do what you do

your operations as a business owner,

spend your time running your small

best — run your business.

we are lucky to operate in Arizona,

business successfully. The real value of

where our lawmakers are partial to small

the ASBA Public Policy Committee is to

business and understand it is the engine

make you aware of what is happening;

in our economy.

you get to choose what to do about it.

So, what’s ASBA got coming next year?

With exciting events, top-notch education

Many other states operate on other

Fortunately, a Public Policy Committee

Our ASBA Public Policy Committee is

and the support of our ASBA members, it

agendas: mandating higher minimum

comprised of small-business owners

has been a thrilling year for our team. We

wages, mandatory leave, proposed

just like you. We understand you may

plan to continue on this great path you’ve

insurance requirements and other

not always be aware of proposed rules

helped us build and enhance our programs

requirements that are not market driven.

and regulations that affect your small

and services even more. Stay tuned and you

Customer management, employee

business. It is with great pride that we,

can expect to see ASBA doing BIG things for

and operations management, supplier

the Committee, stand up for you at the

our small businesses in 2019! As always —

management and general administration

Capitol, ensuring that small businesses

your business, our expertise, together a

are all areas that small businesses are

are given opportunities to thrive in this

prosperous Arizona.

constantly focused on in their line of work.

great state and that your voice is heard.

BOARD OF DIRECTORS

2

Mike Leeds | Chair Pro Sales Coaching, LLC

David Bones | Treasurer The Kenrich Group Phoenix

Jon Rosenberg LevRose Commercial Real Estate

Kerry Stratford The Caliber Group

Jason Trujillo | Past Chair Woodbury Financial

Jennie King | Secretary Salt River Project

Daniel Schenk Clark Hill PLC

Janice Washington Arizona Small Business Development Center Network

Andrew Westle | Vice-Chair General Counsel Soaren Management, LLC

Lisa Hunt AETNA

Otto Shill Jennings, Strouss & Salmon PLC

Valerie Wynia Arizona Public Service

‘LESS EXPENSIVE’ Shouldn’t be the Goal for Your Employee Health Plan But definitely make it a strategic by-product every time

by Dr. David Berg, President and Co-Founder, Redirect Health

“Less expensive” is like “less moldy.” What we really want from our

about the problem a little differently. While the thinking in the past has

food is freshness. These are two fundamentally different things. With

centered on healthcare consumerism, or wellness or even lowering

healthcare, what should the goal be, then? Well, how about: More

expense, the key focus is now on creating “meaningful access” for

people want to work for you because of it and your competitors can’t

everyone in the company — starting with the lowest wage earners

poach them away.

and then building from there to include everyone. Businesses which

While some companies still cling to the dream of less expensive

follow that strategy then create massive hiring and retention leverage

health insurance, there are leaders who have figured out the secret.

for themselves. To them, it’s just obvious that affordability is a crucial

They know how to create meaningful access to healthcare — and this

part of meaningful access to healthcare. They know it’s an expensive

always includes considerations for affordability and cost. But it also

mistake to let less expensive insurance drive their health plans.

always considers the special needs of a workforce with language, transportation, childcare, time availability, getting off work, etc.

What I really like about meaningful access and affordability as a starting place for every small businesses’ health plan is, it is appreciated right away by almost all employees. And immediate

Dr. David Berg is the president and co-founder of Redirect Health (www.redirecthealth.com), a platform that helps people and their employers work together to bring meaningful access to easy and truly affordable healthcare to everyone in their company.

Two-thirds of American workers can’t afford to buy healthcare

usability is key to turning an employer’s healthcare cost into a

on their own without employer help, putting greater pressure on

measurable ROI.

companies’ turnover, recruiting and workers’ compensation costs.

Many companies have become successful making healthcare work for both low- and high-wage earners. It’s because they think

Redirect Health is a national healthcare company that helps companies solve this problem.

3

Keep Moving Forward

by Bill Backus, Principal & CBO, Backus Agency

I love my job. I get to spend a lot of time

line and I share a few lessons I’ve learned

Your passion can change your world view.

talking to folks with big ideas. As the principal

along the way.

Passion attached to a big idea will sustain you through the long hours, time away from

of a brand and marketing agency, I’m approached by entrepreneurs every day — passionate people who don’t know where to

4

Focus on Your Passion Albert Einstein famously said, “I have

your family and obstacles that will inevitably cross your path.

start. Many of them are already overwhelmed,

no special talents. I am only passionately

because they’re too focused on the finish

curious.” Passion is what separates

line. So, we grab a cup of jo and I ask them to

dreamers from “doers.” Ideas take work —

start at the beginning. It’s a big question with

a lot of work. You need to be prepared to

There are more no- and low-cost resources

a simple goal: get to the “why.” I’m looking for

work more with fewer resources to fall back

for small-business owners than ever

their origin story — I need to understand the

on. Sure, you may think you have the next

before. Whether you need a logo, website

circumstances that shaped their idea. Before

big idea, but is it something you’re willing

or support managing your social media

the coffee’s run out, we’ve found the starting

to invest your blood, sweat and tears in?

accounts, sites like GraphicRiver.net,

Do Something It’s a great time to be an entrepreneur.

Wix.com and HootSuite.com can get you started. No matter your budget, there are plenty of tools and resources available to get you going. We’ve used Trello, a free project management tool, for several years; while we’ve toyed with the idea of purchasing a system to manage projects, I haven’t found anything that works as well for our business.

Keep Moving Forward By now, you’ve probably heard from (several) people that owning a small business is just not worth it in today’s economy. They’ll blame the Internet or tell you that half of all small businesses close their doors within the first 12 months.

Actually, your odds are a bit better than

the leap, you’ll cross paths with plenty of

that passion with a white-knuckle grip when

that; according to the Bureau of Labor

naysayers, but trust your passion and focus

faced with adversity. Focus on the starting

Statistics’ Business Employment Dynamics

on taking small steps forward.

line and never let limited funds become

(bls.gov/bdm/us_age_naics_00_table7.txt),

So, there you have it — my two cents on

an obstacle. Embrace the challenges that

only about 20 percent of small businesses

making your idea a reality. Your passion

come your way and just keep going. You

fail in year one. While, oftentimes, we’re

should be the divining rod that drives every

can change the world. I believe in your

our own worst enemy when it’s time to take

decision you make in business. Cling to

dream.

Master Your Social Position!

Social Media that gets noticed, backed by the credibility of In Business Magazine…

Marketing Automation | Social Media | Digital Products www.inbusinessmag.com 480.588.9505

5

You Have Your Sales Quota.

Now Blow through It!

by Mike Leeds, Head Coach & Managing Member, Pro Sales Coaching, LLC

First, let’s define it.

“Quota” and “goal” — two words often used interchangeably in the sales world defining different levels of results. Please consider the following definitions when setting sales revenue numbers for 2019.

“Quota” (budget or objective) defines the minimum sales expectation for the year. Reaching a quota could result in maintaining employment status and meeting established compensation levels. Most managers have their own team quotas and then spread those numbers among the members of their sales team. Self-employed and

6

independent sales professionals should also set personal quotas

month. This methodology lets you focus on more manageable

for the year. These numbers can be used to track progress, gauge

short-term targets.

profitability, celebrate success and forecast future months.

“Goal” is defined as an aspirational number greater than the actual

The Current-over-Prior Technique: This accounts for any seasonal impacts a business experiences by directly comparing a month in the

quota. Reaching a goal may result in increased compensation and

current year with the same month of the previous year. For example,

recognition levels, and a greater sense of personal accomplishment.

last January’s sales results were $128,000, which calculates to 16

For example, a sales representative who has a quota for 2019

percent of 2018 total sales. For 2019, we would assign January’s

of $1,000,000 in new revenue may want to consider a goal of

sales target at 16 percent of this year’s $1,000,000 annual target,

$1,200,000 for the year. If a $100,000-per-month target is attained,

equating to $160,000. This methodology is then repeated for each

the quota will be exceeded by October, leaving two months to

month going forward.

accomplish the personal goal.

If you just aim for your quota and you miss, you may find yourself

Using either of the above techniques, you can apply a target revenue shortfall from any month to the next month in the year to

below the minimum expectation. By aiming for your goal, you’re

stay on track. For example, April’s target is missed by $20,000,

looking beyond the minimum expectation. If you happen to fall just

so May’s target should be increased by $20,000. Additionally, you

short of your goal, you should still hit your quota.

can “over assign” a higher revenue number to the monthly sales targets to cover vacations and holidays. For example, increase

Second, let’s execute it.

Below, are two simple methods to consider “chunking down” an

all monthly targets by 7 percent to account for the short sales month of December. These actions enhance your chances of

annual sales quota/goal (target) number to a monthly number to

exceeding your sales quota and maximizing your sales commission

ensure short-term success and create a sense of urgency.

earnings potential.

The Monthly Technique: Divide your annual sales target number equally into 12 months. For example, a $1,000,000 annual sales target for 2019 translates into a sales target of $83,334 per

Third, let’s celebrate it.

Have a great sales year!

DONATE. VOLUNTEER. CHANGE A LIFE. HELP A CHILD BUILD CONFIDENCE & REALIZE THEIR POTENTIAL

BBBSAZ.ORG (602) 264-9254

7

Identity Theft Affects Everyone: How to Help Protect Your Employees

by Karen Ballard, Director of Sales, InfoArmor

In 2017, there were nearly 1,600 data breaches in the U.S. alone. The number of identity theft cases also hit record highs. In total, 16.7 million Americans

ASBA STAFF LIST & TITLES Jess Roman Interim Chief Executive Officer Debbie Hann, Chief Operating Officer Angelia Hill Sr. Vice President, Marketing & Solutions Robin Duncan Sr. Director, Business Development

had their identities stolen. That same year, identity thieves made off with nearly $17 billion.

Ryan Reyes Director, Strategic Partnerships & Initiatives

Identity Theft Often Begins at a Victim’s Workplace The tactics identity thieves use have changed significantly in recent years. While crooks still target private individuals, their efforts are increasingly

Educate yourself. The first step to protecting

focused on employers. In fact, as much as 50 percent

your employees is educating yourself — along

of identity theft begins at a victim’s workplace.

with your co-workers and management —

Federal, state and local governments require

about the risks identity theft poses to both your

businesses to obtain and store a tremendous

employees and your company. A good place

amount of personal data on their employees —

to start is with our complimentary e-book Why

including Social Security numbers, addresses and

Companies Should Care When Employees Have

other personal details thieves want. Increasingly,

Their Identities Stolen.

employers are recording this information in digital

Inform your employees. Many employees

formats that can be accessed via the Internet,

aren’t as aware of identity theft as they should

making it easy for cybercriminals to steal troves of

be; even fewer are taking the necessary steps

data in one swoop.

to safeguard their privacy. Consider having an

Often, many managers have access to HR’s

ongoing discussion with your employees about the

employee files. If a hacker can access just one of

many risks of identity theft and how they can help

these user accounts, they can steal the personal

protect themselves.

details of every employee.

One of the most effective tactics cybercriminals

Genesis Garcia Administrative & Design Coordinator

ASBA LOCATIONS: Central Arizona Office 4600 E. Washington St., Suite 340 Phoenix, AZ 85034 p. 602.306.4000 Southern Arizona Office p. 520.327.0222

Protect your employees’ privacy. There are other steps you can take to help them protect

use is phishing. Phishing attacks occur when a

their privacy. Consider providing a comprehensive

Health+Plus: an all-inclusive

criminal sends a cleverly disguised email to a

identity protection benefit. Just be sure to select

health care experience for

victim in hopes of getting that individual to submit

a quality employee identity protection service, as

business owners! Friday,

confidential data, his own or his company’s.

plans can vary greatly.

Oct. 12. 8am-12pm. 8600 E.

In 2016, AlienVault investigated how successful these kinds of attacks are by surveying more

Anderson Dr., At InfoArmor, we believe everyone deserves

Scottsdale, AZ 85255

than 300 security professionals. A shocking 37

the right to privacy, security and, above all else,

percent of respondents said executives within their

peace of mind. This is why we’re proud to offer

ASBA’s BIG THANK YOU!

business had fallen victim to targeted phishing

industry-leading solutions for employee identity

Our most spectacular Holiday

scams, including those where a phishing email

protection and advanced threat intelligence. From

event to acknowledge

appeared to come from their CEO.

enterprise to employee, InfoArmor redefines how

and celebrate the

organizations combat an ever-changing cyber

accomplishments of Arizona’s

threat landscape. If you’d like more information on

small businesses. December

how we can help your organization protect its most

event date and location at

help protect your company’s greatest asset —

valuable assets, reach out at www.infoarmor.com.

asba.com/events!

your employees.

We’d love to hear from you.

What can we do about it?

Here are three steps you can take today to

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Ashley Vizzerra Member Services Manager

HEALTHCARE DECISIONS Open Enrollment & Healthcare Guide for Business

Informing Our Business Community on Healthcare Options

Enrolling all generations.

Open Enrollment Everyone deserves clinical expertise with humankindness. With your choice of doctors and specialists, you’ll be surrounded by people who truly care about you and your family’s health.

So this year during Open Enrollment, choose a plan that includes Dignity Health’s physicians and hospitals. Enroll in humankindness at dignityhealth.org/my-home/affordable-care-act.

HEALTHCARE DECISIONS

Some Say Virtual Doctor Visits Won’t Work.

Here’s Why They’re Wrong.

by Thomas J. Biuso, M.D., MBA

In 2017, a well-publicized RAND Corporation study presented a startling conclusion. It found direct-to-consumer telehealth may not save money because it may increase healthcare utilization due to ease of access.

In fact, researchers estimated an 88 percent increase in the use of specific healthcare services among patients studied.

But it’s important to put the findings in context of the study’s methodology: • RAND compared medical claims costs for telehealth users with costs for people seeking in-person care within just one diagnosis group (respiratory illness). The telehealth user group amounted to fewer than 1,000 patients over a 10-month period.

• The study did not look at the bigger picture of telehealth’s holistic benefits, including workplace productivity and time savings for patients and care providers.

• The study also did not consider telehealth’s role in addressing a doctor shortage that is expected to be nearly 50,000 by 2020 and more than 100,000 by 2030.

Telemedicine No Longer Means Telephone Originally, telehealth or telemedicine meant just that: healthcare delivered over a telephone line, and mainly to people in rural areas with few hospitals or specialists.

Today, people can go online or log into a special medical app on their phone, tablet or computer for a private, secure, face-toface online visit. Using live video, a doctor, physician assistant or other clinician sees and hears the patient’s concerns and symptoms and prescribes treatment or other steps. Care can happen anywhere with Wi-Fi or data

HEALTHCARE DECISIONS Open Enrollment &

Healthcare Guide for

Business

access, at the consumer’s convenience and, in many cases, 24/7. Whether the consultation is with a national telehealth service or a personal doctor, today’s telemedicine enables people to get an unexpected health concern or chronic condition addressed in just a few moments.

Where Virtual Visits Pay Off Thousands of studies have looked at the value of this kind of remote care, especially for chronic conditions, follow-up after hospitalization and some types of behavioral health. The cost savings have prompted the federal government and all 50 states to adopt at least some telehealth care for Medicare and Medicaid beneficiaries.

Virtual visits make sense when an in-person medical appointment is inconvenient or impossible, such as during the employee’s workday, after physician office hours or on the weekend. Virtual care can help with minor, non-emergency medical conditions. For those with chronic conditions like diabetes or heart disease, telehealth can make regular check-ins with their personal doctor easier, helping them stay on top of their health.

Tele-behavioral health is in particularly high demand due to the added privacy of being “seen” in one’s own home.

Why Virtual Visits Will Flourish The earliest telemedicine technology involved a telephone or spotty video connection. Today’s virtual technology, however, enables care providers to clearly see symptoms like rashes, for example, and take note of body language and a person’s appearance.

Moreover, virtual care helps people get the care they need when they need it, instead of second-guessing themselves — and possibly waiting until they need more serious treatment. The distracted worker who wonders if her kid’s cold is actually bronchitis can ask a professional online and then get back to business while the child rests at home. She’ll avoid taking a half-day to drive to urgent or emergency care — and spending significantly more — to be told to wait it out.

More importantly, the person who does have bronchitis can get symptoms checked right away, day or night. He’ll be alerted to visit his regular doctor in person promptly — possibly avoiding having his condition degenerate into pneumonia and require a weeks-long recovery.

How Telehealth Can Help Businesses The upshot? When it comes to care utilization and cost, it’s important to look at the big picture, not a single study. Numerous studies have drawn conclusions that differ from those of the RAND research. In fact, data analyses of a much larger population (1.8 million people) found that virtual care saves money — while resolving people’s health issues with just one visit in 90 percent of cases.

Telehealth’s possibilities are especially compelling for employers. Unplanned employee absences can amount to more than 20 percent of payroll costs each year.

Thomas J. Biuso, M.D., MBA, is senior medical director for the West Region of UnitedHealthcare (www.uhc.com) and a practicing hospitalist at Tucson Medical Center.

In Business Magazine’s Healthcare Decisions: Open Enrollment & Healthcare Guide for Business is a special section meant to remind company owners as to the options that are available in the upcoming individual marketplace open enrollment window — November 1, 2018, to December 15, 2018. Open enrollment timing can happen throughout the year for company policies, but with the national window open during this time, we feel it is important to highlight various opportunities and list those groups offering plans and/or services. Using

Informing Our Business Community on ns Healthcare Optio

INBUSINESSPHX.COM

healthcare as a tool to build productivity through a healthy workforce is an advantage to business regardless of regulation and/or mandates, and it is becoming ever clearer that healthcare will be a focus for business owners and not simply an outsourced option as it has been in the past.

OCT. 2018

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HEALTHCARE DECISIONS Associations & Government Many associations and government healthcare services give specific information on policies, open enrollment dates and services provided that may help employers understand the many options. Below is a list of local organizations.

Arizona Dental Association 3193 N. Drinkwater Blvd., Scottsdale (480) 344-5777 azda.org Arizona Foundation for Medical Care 2700 N. Central Ave., Suite 810, Phoenix (602) 252-4042 azfmc.com Arizona Health Care Association 1440 E. Missouri Ave., Suite C-102, Phoenix (602) 265-5331 azhca.org Arizona Health Care Cost Containment System (AHCCCS) 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., Suite 101, Phoenix (602) 252-2015 mcmsonline.com

Employee Benefits Consultants (many offer insurance) Using a consultant to work though options and the many plans can alleviate much of the confusion surrounding healthcare these days. We have included a list of brokers and firms that are reputable and have a tremendous amount of experience working with businesses to provide plans and ensure compliance.

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

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

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

Focus Benefits Group 4120 N. 20th St., Suite B, Phoenix (602) 381-9900 focusbenefits.com

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

Health Insurance Express, Inc. Superstition Marketplace 1155 S. Power Rd., Suite B-101, Mesa (480) 654-1200 healthinsurance-express.com

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

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

Dental Insurance Getting the right coverage means truly investigating the best plans and supplemental plans. Here is a list of area companies offering dental insurance that have a great reputation and plan options for individuals and groups.

American Dental Plan P.O. Box 44227, Phoenix, AZ 85064 (602) 265-6677 arizdental.com Benefits By Design 8631 S. Priest Dr., Tempe (480) 831-7700 benefitsbydesignaz.com Breslau Insurance & Benefits Paul Breslau 8362 E. Via de Risa, Scottsdale (602) 692-6832 breslauinsurance.com Delta Dental of Arizona 5656 W. Talavi Blvd., Glendale (602) 938-3131 deltadentalaz.com JDH Insurance Brokerage Services Heather Wunderle 20403 N. Lake Pleasant Rd., Suite 117234, Peoria (623) 594-0926 jdhinsurance.com Matsock & Associates 2400 E. Arizona Biltmore Circle, Suite 1100, Phoenix (602) 955-0200 matsock.com Powers-Leavitt Insurance P.O. Box 125, Buckeye, AZ 85326 (480) 348-1100 powers-leavitt.com

Employee Benefits Exchange 2739 S. Val Vista Dr., Suite 132, Gilbert (480) 839-6100 ebxaz.com

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HEALTHCARE DECISIONS

Moving Health Forward Together At Blue Cross Blue Shield of Arizona (BCBSAZ) we’ve learned a powerful lesson over the years — the best way to predict the future is to create it. And we’ve been busy doing just that — creating the future by moving health forward.

With 75 plus years of serving Arizona businesses and the nationwide reach of the Blue plans, we are putting our extensive insights, long-standing provider relationships and proven clinical results to work for businesses like yours: • Insights — through insights, we anticipate your employees’ health needs so they have a better health journey.

• Relationships — through our relationships, we are making healthcare services more effective and challenging the status quo in the way healthcare is delivered.

• Results — through a focus on results, we are taking actions that lead to improved quality of life and lower healthcare costs.

With a multigenerational workforce, pressure on medical costs, growth of new treatments and concerns about societal health, BCBSAZ is accelerating change so that we have better healthcare starting now.

Focus on What Matters to You We know that healthy employees lead to a more competitive benefit program for your company. That’s why we focus on helping your employees stay well and providing additional care to those who need it.

As the largest local insurance company in Arizona, we deliver health insurance products, related services and networks to more than 1.5 million customers.1 In a recent satisfaction study, 92% of those surveyed reported they were satisfied with our products and services.2 We offer: • Medical Plans — PPO or HMO plans with a wide range of deductibles, including high deductible health plans that work with a health savings account (HSA).

• Dental Plans — Standard plans include 100% in-network coverage for diagnostic and preventive services.

• Additional Products and Services — Life, short-term disability, long-term disability, critical illness, accident, cancer, COBRA services and a vision-savings program through Vision Care.3 A Partner You Trust Companies like yours need a partner leading the way, innovating, and creating that future, not simply reacting to it. BCBSAZ is that partner. We’re helping to create a future where people get healthier faster and stay healthier longer. That is a future we can all look forward to.

Better Healthcare Consumers 73% of consumers agree they could make better health decisions if they knew the cost of medical care before receiving

it.4 BCBSAZ has tools for members to help them manage their healthcare like never before. Our treatment timeline and cost estimator provides detailed information that your employees can use to make informed healthcare decisions.

1. Some plans are not offered or underwritten by Blue Cross Blue Shield of Arizona.

2. The Customer Study and Group Benefits Administrator Study were conducted in 2015 by Thoroughbred Research, an independent research company.

3. Vision Care is not insurance, it is an independent company that provides discount eye services and products.

4. 2014 NerdWallet Health Study.

BCBSAZ is an Arizona nonprofit corporation and independent licensee of the Blue Cross and Blue Shield Association.

AT-A-GLANCE Company Name:

Blue Cross Blue Shield of Arizona

Local Phone:

(602) 864-5792

Toll-Free

(800) 232-2345 ext. 5792

Website:

azblue.com/ employersandorganizations

Established Locally:

1939

ADVERTISING PROFILE

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HEALTHCARE DECISIONS

Cancer Treatment Centers of America® Founded in 1988 on a personalized, patientcentered approach to cancer care, Cancer Treatment Centers of America® (CTCA) is dedicated to tailoring a combination of cancer treatments to the needs of each individual patient. From genomic tumor assessments to state-of-the-art technologies and evidenceinformed supportive therapies that target cancerrelated side effects, comprehensive services are delivered by a team of cancer experts.

CTCA® recently opened two Outpatient Care Centers located in North Phoenix and Scottsdale, which allow more access to more patients in a more cost-effective setting. The Centers will also offer the same integrative approach to oncology care available in the CTCA hospital setting, providing patients with access to a range of certified specialists in surgery, radiation and chemotherapy, as well as supportive therapies, such as meeting with naturopathic medicine, oncology nutrition, massage therapy and acupuncture, designed to help combat side effects and enhance quality of life both during and after treatment.

It is also launching a new telehealth platform and app that will offer virtual visits along the entire continuum of care — from pre-treatment consultations and post-surgical follow-up, to support well after treatment — making its patient-centered, personalized model of care even more accessible.

Additionally, effective April 1, 2018, CTCA was proud to be a contracted provider in Blue Cross Blue Shield of Arizona’s (BCBSAZ) statewide PPO and HMO networks, giving more patients who have BCBSAZ insurance through their employer access to personalized, patient-centered cancer care, with medical experts who focus only on cancer treatment.

“A cancer diagnosis is life changing, and patients deserve access to the most advanced, evidence-based treatment options available, delivered by a team of compassionate doctors who work hand in hand to provide the best possible care,” said Marnee Spierer, M.D., chief of staff and chief of radiation oncology at CTCA Phoenix. “I became a doctor to help as many people as possible, and with the expansion of our physical locations and

our relationship with Blue Cross Blue Shield of Arizona, our physicians and I have more opportunities to do just that.”

The Phoenix hospital and Outpatient Care Centers are part of the CTCA Comprehensive Cancer Care Network, which includes hospitals and Outpatient Care Centers in Atlanta, Chicago, Philadelphia and Tulsa. It employs accomplished physicians with decades of experience treating cancer. Additionally, these physicians work collaboratively throughout the CTCA Network and with the CTCA Cancer Institutes. The Institutes are comprised of nationally recognized subject matter experts who lead the coordinated development and delivery of disease-specific, evidence-based cancer care to CTCA patients.

AT-A-GLANCE Company Name:

Cancer Treatment Centers of America

Office Address:

14200 W. Celebrate Life Way, Goodyear, AZ 85338

Phone: Website: Top Plans:

(623) 207-3000 cancercenter.com CTCA is proud to participate in a wide network of insurance plans, including Blue Cross Blue Shield, Cigna and more.

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Access to comprehensive cancer care should always be an option.

Your employees deserve the best.

That’s certainly true should they ever need access to comprehensive cancer care close to home.

At Cancer Treatment Centers of America® (CTCA) in Phoenix, we specialize in the treatment of just one disease: cancer. We use the latest diagnostic tools to identify the molecular composition of each patient’s unique cancer, then develop personalized treatment plans that help patients fight their disease, and provide integrative oncology services that help them manage side effects as they progress through treatment. This is precision cancer treatment delivered in a uniquely compassionate environment, now in three locations across the greater Phoenix area: Goodyear, North Phoenix and Scottsdale.

For more information about our services, please call 800 · 515 · 5603 or email employer-referrals@ctca-hope.com.

© 2018 IPB

HEALTHCARE DECISIONS Individual & Group Health Insurance Knowing what plan is right for your employees and understanding who is managing that plan can make all the difference for your company. We have included below a list of reputable and experienced insurance companies, many of which you will be familiar with, that can guide your organization to the perfect group or individual plans.

Aetna 4025 E. Cotton Center Blvd., Phoenix (800) 225-3375 aetna.com American Family Insurance Multiple agents Valley-wide (877) 777-4804 amfam.com Benefits By Design 8631 S. Priest Dr., Tempe (480) 831-7700 benefitsbydesignaz.com Blue Cross Blue Shield of Arizona (no individual plans in Maricopa County) P.O. Box 2924, Phoenix, AZ 85062-2924 (602) 864-4899 azblue.com Bowman & Associates 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 Multiple locations Valley-wide cigna.com Farmers Insurance Group Kara Anspach 7077 E. Marilyn Rd., Suite 125, Scottsdale (480) 998-8070 farmersagent.com/kanspach HealthNet 1230 W. Washington St., Suite 401, Tempe (602) 286-9194 healthnet.com Humana Health Insurance of Phoenix 2231 E. Camelback Rd., Suite 400, Phoenix (480) 515-6400 humana.com

JDH Insurance Brokerage Services Heather Wunderle 20403 N. Lake Pleasant Rd., Suite 117234, Peoria (623) 594-0926 jdhinsurance.com Powers-Leavitt Insurance Agency Charlene Powers P.O. Box 125, Buckeye, AZ 85326 (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 Many of the healthcare providers listed below are part of specific networks or have created their own network to lower costs for businesses and individuals with the intent to provide all needed services for the patient.

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

Abrazo Scottsdale Campus 3929 E. Bell Rd., Phoenix (602) 923-5000 paradisevalleyhospital.com

Abrazo Arrowhead Campus 18701 N. 67th Ave., Glendale (623) 561-1000 abrazohealth.com

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

Abrazo Central Campus 2000 W. Bethany Home Rd., Phoenix (602) 249-0212 phoenixbaptisthospital.com

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

Abrazo Maryvale Campus 5102 W. Campbell Ave., Phoenix (623) 848-5000 maryvalehospital.com

Banner Del E. Webb Medical Center 14502 W. Meeker Blvd., Sun City West (623) 524-4000 bannerhealth.com

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Banner Desert Medical Center 1400 S. Dobson Rd., Mesa (480) 412-3000 bannerhealth.com/desert Banner Estrella Medical Center 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 Heart Hospital 6750 E. Baywood Ave., Mesa (480) 854-5000 bannerhealth.com

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HEALTHCARE DECISIONS

Redirect Health Hiring and retention can hinge on a company’s healthcare benefits. But many businesses and their employees feel shut out of the traditional game by costs they can no longer afford.

Redirect Health provides an alternative solution for these businesses looking for a new edge in their marketplaces — an affordable and competitive way to use healthcare to attract and keep employees. They’re finding a better way — one their larger competitors have difficulty even considering.

How are they doing this?

Most health plans start with insurance products that only the high-wage-earners in a company can afford, especially when also considering rising deductibles and copays.

Redirect Health instead uses meaningful access to routine healthcare for the lowest-paid worker in the company as the foundation of every company’s health plan benefit. These companies are quickly learning this can be the beginning of their unique staffing strategy as well.

This new approach always starts with basic routine healthcare like primary care, labs, preventive services (like mammograms and colonoscopies), immunizations and even chiropractic care. And there’s never a copay or deductible blocking access to care for these services. It’s even convenient and free to speak with a primary care provider 24/7 in English or Spanish when needed, so employees always have an option besides driving to the urgent cares and emergency rooms or having to miss work unnecessarily.

Ideal for businesses whose

Only then are voluntary financial protection and payment solutions added to the plan to pay for the less frequent but more expensive services and hospitalizations that arise.

Sometimes these include traditional insurance products, but many times they include very good truly affordable alternatives.

Ideal clients for Redirect Health’s solution include small startups; landscape and software businesses; and businesses whose high turnover rate — such as with restaurants, construction and home health care — hinders their ability to grow.

As a company that uses healthcare strategy to create competitive recruiting advantages for small business, Redirect Health won “Gold” in the Small Employer Group category at the World Health Care Congress’s Health Value Awards in Washington, D.C., earlier this year.

Founded in 2013, Redirect Health has been simplifying the healthcare system and creating cost-efficient care for businesses around the country, with its services now available in all 50 states. For more information about Redirect Health, please visit www.redirecthealth.com.

employees and families can’t afford traditional insurance, deductibles. It’s an alternative solution for businesses looking for a new edge in their marketplace — an affordable and competitive way to use healthcare to attract and keep employees.

AT-A-GLANCE Company Name: Office Address:

Redirect Health 13430 N. Scottsdale Rd., Suite 200 Scottsdale AZ 85254

Phone: Website: Established Locally: Top Plans:

(888) 995-4945 redirecthealth.com 2013 EverydayCARE — $105 per month EverydayCARE Plus CHUBB EverydayCARE Plus Sedera EverydayCARE Premium Self-insured

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HEALTHCARE DECISIONS Workplace Bundled Health Programs

Hospitals (con’t.)

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

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

In focusing on creating the perfect plan for your company, these local providers offer direct benefits that your organization may rely on to ensure a strong healthcare program and policies for your employees.

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

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

Arrowhead Health Centers Multiple locations (623) 334-4000 arrowheadhealth.com

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

Honor Health John C. Lincoln Medical Center 250 E. Dunlap Avenue, Phoenix (602) 943-2381 jcl.com

Surgical Specialty Hospital 6501 N. 19th Ave., Phoenix (602) 795-6020 thesurgicalhospital.com

Banner University Medical Center Campus Medical Center 1111 E. McDowell Rd., Phoenix (602) 839-2000 bannerhealth.com 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 Dignity Health Chandler Regional Medical Center 1955 W. Frye Rd., Chandler (480) 728-3000 chandlerregional.org Dignity Health Mercy Gilbert Medical Center 3555 S. Val Vista Dr., Gilbert (480) 728-8000 mercygilbert.org Dignity Health St. Joseph’s Hospital & Medical Center 350 W. Thomas Rd., Phoenix (602) 406-3000 stjosephs-phx.org

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Honor Health Osborn Medical Center 7400 E. Osborn Rd., Scottsdale (480) 882-4000 shc.org Honor Health Shea Medical Center Shea Medical Center 9003 E. Shea Blvd., Scottsdale (480) 323-3000 shc.org

Workplace Wellness There are many companies working to orchestrate alternative healthcare plans and consulting to customize healthcare benefits programs and policies for companies. These organizations below offer consulting, program development and direct care programs for businesses of all sizes.

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

Absolute Health (accepts individual only) 8360 E. Raintree Dr., Suite 135, Scottsdale (480) 991-9945 absolutehealthaz.com

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

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

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

LifeCore Group P.O. Box 10264, Glendale, AZ 85318 (602) 235-2800 myhealthdividends.com

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

Orchard Medical Consulting Robin Orchard (602) 942-4700 orchardmed.com

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

Redirect Health 13430 N. Scottsdale Rd., Suite 200, Scottsdale (623) 521-9406 redirecthealth.com

INBUSINESSPHX.COM

Put healthier on your horizon.

Every Arizona business deserves big ideas.

As Arizona’s market leader in health plans,* we offer expansive coverage, proven options and so many innovative tools and programs, your path to healthier employees — and bottom lines — is wide open.

Innovative company. Healthier choice.

Explore your health plan options today. Visit uhc.com/azbusiness or call your broker to learn more.

*Source: HealthLeaders InterStudy [DRG] data supports ASO membership; FI and FEHBP based on statutory filings and SHCEs. 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 UnitedHealthcare of Arizona, Inc. Facebook.com/UnitedHealthcare

Twitter.com/UHC

YouTube.com/UnitedHealthcare

MT-1180806 8/18 ©2018 United HealthCare Services, Inc. 18-9203

Embracing culture.

Empowering health.

Equality Health is the nation’s leading integrated health delivery system focused solely on improving care for diverse communities through culturally sensitive providers and programs that improve access, quality, and trust.

The new culture of care Like, Follow, Share

equalityhealth.com

Adams, Peter, 38

Briese, Jean, 12

Hase, Ben, 20

Rothermel, Paige, 22

Allazetta, Dave, 22

Chang, Ann Mei, 29

Healey, Tim, 42

Shepard, Kim, 22

Allford, Allan, 22

Connell, Alexandra, 18

Houtenville, Dr. Andrew, 13

Silver, Sara, 30

Althouse, Alan, 10

Darby, Kristin, 22

Hundelt, Chris, 16

Spurgin, Deb, 10

Anderson, Ray, 42

Dean, Glenn, 22

Jahnke, Sukki, 41

Strella, Rachel, 28

Backus, Bill, 48

Elarde, Diana, 31

Leeds, Mike, 50

Thedford, John, 12

Ballard, Karen, 52

Edwards, Herm, 42

Morgan, Nick, 29

Wilkinson, Dr. Christine, 42

Basha, Edward N. III, 10

Farnsworth, Tyler, 31

Morton, Mike, 16

Woertz, Frank, 38

Belding, Shaun, 66

Findlay, Jacob, 14

Munsil, Will, 18

Woertz, Judy, 38

Berg, Dr. David, 47

Gould, Robert, 9

O’Neill, Dr. John, 13

Zimmerman, Jason, 14

Berger, Warren, 29

Gramzay, Kathleen, 12

Östman, Dr. Elin, 11

Biuso, Thomas J., M.D., 55

Hann, Andy, 46

Roman, Jess, 45

1st Bank, 6

Caliber, 12

Kessler Foundation, 13

ADP, 18

Cancer Treatment Centers of America, 9, 22, 58, 59

Kyrene School District, 10

Alliance Bank of Arizona, 2 ANA Business Marketing, Phoenix, 31 Arizona Commerce Authority, 33 Arizona Diamondbacks, 7 Arizona Foothills Chamber of Commerce, 33 Arizona Small Business Association, 32, 33, 45 Arizona Technology Council, 31, 32, 33 Association for Corporate Growth – Arizona, 33

Cawley Architects, 16

Mayo Clinic, 67

Cigna, 22 Davis Miles McGuire Gardner, PLLC, 37 Delta Dental of Arizona, 22 Dignity Health, 54

Musical Instrument Museum, 36

Emerging Insights, 31

New Pathways for Youth, 38

Employers Council, 20

PATTI + RICKY, 18

Enterprise Bank & Trust, 8, 35

Paul College of Business and Economics, 13

Backus Agency, 48

Fountain Hills Door and Supply, 46

Bank of Arizona, 15

Fullbay, 14

Bashas’ Inc., 10

Gilbert Chamber of Commerce, 31, 32

Belding Group of Companies, The, 66

Glendale Chamber of Commerce, 33

BHIRED, 11

Global Chamber Phoenix, 32

Big Brothers Big Sisters of Central Arizona, 51

GlobalData, 22

Biz2Credit, 11

Good Idea, 11

Blue Cross Blue Shield of Arizona, 5, 22, 57, 68

Grand Canyon University, 41

Café Allegro, 36

Morton Development LLD, 16

Economic Club of Phoenix, 32

Equality Health, 64

BMO Harris Bank, 21

MeMD, 22

National Association of Women Business Owners – Phoenix, 12, 32

Audi, 34

BlueInk, 11

Mac6, 37

Scottsdale Area Chamber of Commerce, 33 Silverware, 30 SMART Financial, 12 Snell & Wilmer, 3 SNOOZ, LLC, 34 State Farm Insurance, 38 Strella Social Media, 28 Surprise Regional Chamber of Commerce, 32 Sweetbridge, 18 T. Cook’s, 36 Tempe Chamber of Commerce, 32, 37

Pawn 1st, 12

Tonto Bar & Grill, 36

Perfect Water Technologies, 12

Toro Latin Restaurant & Rum Bar, 36

Ping! Development, 38

TruWest Credit Union, 10

Pro Sales Coaching, LLC, 50

UEB, 16

Rango Honey, 14

UnitedHealthcare, 19, 22, 55, 63

Redirect Health, 47, 63

Valley Toyota Dealers, 12

GlobalMed, 22

InfoArmor, 52 Jive, 6

Listen now at inbusinessphx.com.

JLL, 17

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

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From Customer Service Mishap to Opportunity What can we learn from the Frontier fiasco?

by Shaun Belding

’s Open Enro llmen

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Shaun Belding is CEO of The Belding Group of Companies, a global customer service training and customer experience consulting firm. Belding speaks globally on customer service and leadership, and is author of six books, including The Journey to WOW: the path to outstanding customer service and loyalty. beldingtraining.com

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A couple of months ago, Frontier Airlines provided us with a brilliant case study on the importance of customer experience. It’s a great example of how one simple customer service failure can have serious consequences in the form of a social media maelstrom.

It began when poor weather conditions caused Flight 1756 from Des Moines to Orlando to be diverted to Atlanta on July 22. On the flight were two children, aged seven and nine, returning from a visit to their grandparents.

These kinds of situations, of course, aren’t uncommon, and the Frontier staff ensured the children were safe and accompanied by a supervisor at all times. From a safety perspective, Frontier did okay. From a customer service perspective, however, they failed miserably.

The parents, anxiously waiting for their children, never received any status updates. In fact, the only way they knew the flight was bring diverted was through an app they had on their phone. The Frontier people in Orlando were no help. Had one of their children not borrowed another child’s cell phone to briefly text them after landing, they wouldn’t have had any information at all. Needless to say, the parents were not happy.

To make matters worse, when Frontier was asked about the incident, the airline’s statement was unapologetic, stating that they had just followed standard protocol: “We understand how an unexpected delay caused by weather can be stressful for a parent and our goal is to help passengers get to their destinations as quickly and safely as possible.”

THREE THINGS FRONTIER SHOULD HAVE DONE

Customer service is, at its foundation, about sending the clear message to customers that the company cares. It’s all about communications, and that is where Frontier failed.

Imagine how different the outcome would have been had these three simple things happened: 1. A phone call to the parents from Frontier (a human, not a machine), advising them of what is happening, what the next steps will be, and that they will be notified as soon as the plane has landed.

2. A phone call upon landing from the person in charge of supervising the children. The parents would get an update and a phone number they could call if they wanted to check in.

They could speak with their children for a few minutes.

3. A phone call as they were leaving for their flight, to confirm that everyone was okay and on their way.

Three phone calls, that’s it — and the whole story would have been very different.

FRONTIER MISSED A GIANT OPPORTUNITY

Imagine if Frontier actually had made those three little phone calls. Imagine if the parents had the number of the supervisor and could call whenever they got worried. Imagine if they got a fourth call a few days later from a concerned Frontier manager just checking in to make sure everything was okay. The things the parents would say about the airline would be very different indeed. They would be glowing. The reviews would be fantastic. There’s a very real chance that it could have been a social media success story. Three little calls.

A 2016 study conducted by The Belding Group, The Science of WOW, identified that 71.5 percent of “wow” experiences are negative situations turned around into positive ones. Frontier had one of those opportunities right in front of them — one that could have been turned around with three simple phone calls.

IT’S A LESSON FOR EVERY ORGANIZATION

Creating outstanding customer experiences means sending to every customer the message that the company genuinely cares. Not just cares about their wallets, but about the customers. It has to come across in every person’s action, every process, every policy and every business practice. Here are three things every company needs: Customer service training and service recovery training for every employee. It’s an investment that pays back almost immediately. Avoid e-learning. Get the good stuff.

Become one of your own customers. Look at your business as a customer. Talk with your customers. Listen.

Examine all your processes, policies and practices to make sure you are easy to do business with.

Care about your customers, not just their wallets.

People are, ultimately, loyal to people. Make sure your team has a customer-focused attitude and the empowerment to make customer-focused decisions.

A 2016 study conducted by The Belding Group, The Science of WOW, identified that 71.5 percent of “wow” experiences are negative situations turned around into positive ones. beldingtraining.com