MS Business Report by Morning Star Publications

Business Report august 2013

WSFS Bank

Over 181 years of exceptional customer service ALSO INSIDE

Local Businesses with Long Histories

Business Report | August 2013

Vol.16 No.11

EDITOR

Bryant Richardson COMPOSITION

Cassie Kraemer Elaine Schneider Tina Reaser SALES

Chris Redman Rick Cullen Sutton Joseph Greg English C O N TA C T

Morning Star Publications 302-629-9788 P.O. Box 1000 Seaford, DE 19973

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Focusing on the ambition and innovation that make Delaware businesses unique.

please recycle this magazine

Business Report | August 2013

08/13

inside 14

6 10

CHAMBER NEWS GUEST COLUMN Don’t become a statistic, set your business up for the long haul By Brad Slaney, CPA

GUEST COLUMN Amish Country Bike Tour to be held By the Amish Country Bike Tour Committee

HEALTH REPORT

COVER STORY WSFS Bank - 181 years of exceptional customer service By CAROL KINSLEY

22 FEATURE STORY The Test of Time - Businesses with long histories By CAROL KINSLEY 35 GUEST COLUMN Are businesses crossing lines by tracking employees? By George Karonis 36

BUSINESS LICENSES

BUSINESS DIRECTORY

On the Cover WSFS has been in business for over 181 years. The Ocean View location is one of 40 branches. Story on page 20. Photo by Ron MacArthur

Business Report | August 2013

CHAMBER NEWS Chamber

Phone

Key contact

Dues*

Members

Fax

Bethany-Fenwick Chamber of Commerce

539-2100

David Martin

$211

800

539-9434

Delmar Chamber of Commerce

846-3336

Diane Johnson $75

846-3336

Georgetown Chamber of Commerce

856-1544

Karen Duffield

$150

460

856-1577

Laurel Chamber of Commerce

875-9319

Don Dykes

$130

125

Lewes Chamber of Commerce

645-8073

Betsy Reamer

$210

432

645-8412

Milford Chamber of Commerce

422-3344

Jo Schmeiser

$165

310

422-7503

Millsboro Chamber of Commerce

934-6777

Amy Simmons

$150

260

934-6065

Milton Chamber of Commerce

684-1101

Georgia Dalzell $150

120

684-1101

Rehoboth-Dewey Chamber of Commerce

227-2233

Carol Everhart $210

1303

227-8351

Seaford Chamber of Commerce

629-9690

Paula Gunson

$150

340

629-0281

Central Delaware Chamber of Commerce

734-7513

Judy Diogo

$225

868

678-0189

Delaware State Chamber of Commerce

655-7221

Bill Stephano

$299

2800

654-0691

Delmarva Black Chamber of Commerce

450-4501

Clay Hammond

* Annual membership cost based on businesses with fewer than 10 employees. For Delaware State and Central Delaware chambers membership cost figure is for 1-5 members. For Delaware State Chamber special rate applies if business already belongs to another chamber.

Ribbon cutting

LONGSHOTS BAR & BILLIARDS

The Chamber of Commerce for Greater Milford (CCGM), along with Milford Mayor Ronnie Rogers and Economic Development Director Steve Masten, recently celebrated a ribbon cutting and grand opening at Longshots Bar & Billiards. Longshots is located at the Riverwalk Center at Milford; 207 B NE Front St. For more information about Longshots Bar & Billiards, call 725-5917. Pictured, from left: Christine Rust, CCGM board of directors; Trabein Banks and Kelly Smith, owners; Mrs. Rogers; Mayor Rogers; Angela Dorey, CCGM vice president and Steve Masten, Milford Economic Development director. 6

Business Report | August 2013

Chamber presents Annual Lifeguard Awards

Ribbon cutting

BELLA MIA

The Rehoboth Beach-Dewey Beach Chamber of Commerce (RBDBCC) held a ribbon cutting ceremony for Bella Mia Hair Boutique. Originally opened in 2009, Bella Mia Hair Boutique will continue to offer full salon services under the guidance of new owner, Tammi Zarker. Tammi recently relocated to Delaware from Pennsylvania and is excited to continue to offer excellent salon services. She plans to add new services as business grows. Brush off the sand and stroll to Bella Mia Hair Boutique at 37169 Rehoboth Ave Ext., Rehoboth Beach. For more information, call 226-2627. From left, front row: Katie Handy, Sign*A*Rama; Joy Kidd, RBDBCC; Kathy Ara, Fulton Bank; Tammi Zarker; Irene Spadaccini; Patty Burkentine, RBDBCC; Gwen Osborne, Sign*A*Rama. Back row: Terry Blackney, Sign*A*Rama, Genevieve Coffield, Kate Carrow, Monica Arseneau, John Zarker, Coralee Zarker.

The Bethany-Fenwick Area Chamber of Commerce will present their Annual Lifeguard Awards on the Chamber Deck at 6 p.m. on Thursday, Aug. 15. This year’s event is a standalone celebration. The Bethany-Fenwick Area Chamber of Commerce will award one lifeguard from each beach patrol within their service area for their outstanding efforts and dedication to keep the beaches safe for residents and visitors all summer long. In addition to the awards, the chamber will also present $500 to each of the coastal towns to support lifeguards remaining on duty on weekends following the Labor Day holiday. One of the chamber’s top priorities is to continue to promote our spring and fall shoulder seasons in The Quiet Resorts. This is the 20th year the chamber has supported this program. The event is open to patrols, their guests and community members that want to join in the celebration. Food, beverages, games, and live music will provide entertainment for all who attend. Free parking is available next to the chamber courtesy of Fenwick Island State Park. For more information and to RSVP, call the chamber at 302-539-2100.

Ribbon cutting

SHEETS AT THE BEACH The Rehoboth Beach-Dewey Beach Chamber of Commerce (RBDBCC) held a ribbon cutting ceremony for Sheets at the Beach. Sheets at the Beach offers quality, premium cotton blend linens, in 300- and 600thread counts, from crib to king sizes, as well as soft, thick premium bath linens at affordable prices. Beach items and baby items are also available. For more information, visit www.sheetsatthebeach.com or call 302–3620876. Pictured from left: Terry Blackney, Sign*A*Rama; Katie Handy, Sign*A*Rama; Rick Bailey; Jim Zuber; Cali Keene; Vera Bailey; Elizabeth Zuber; Carol Everhart, RBDBCC; Patty Burkentine, RBDBCC. Business Report | August 2013

Sussex Pain Relief Center recently celebrated a special ground breaking/ribbon cutting ceremony with the Georgetown Chamber of Commerce at the site of its new medical office, slated for completion within the next few months. Pictured, front row, from left: John Rieley, president, Georgetown Chamber of Commerce; Radha Naidu, office manager; Dr. Manonmani Antony, founder and president; Dr. Alan Gonzalez-Cota, interventional pain physician; Helen Kruger, chamber membership chair; Rosalie Walls, Sussex Return Day; Gail Benton, Business Finance Network. Middle row: Tom Brown, vice president/ Nanticoke Hospital; Jim Yori, attorney at law; Bob Boyd, CEO, Regional Builders, Inc.; Caroline Antony, summer intern; Karen Duffield, executive director, Chamber; Bernice Edwards, FSCAA, members of Chamber of Commerce; Jeanne Dukes, Beebe Home Health Services; Steve Hartstein, Georgetown town councilman. Top row: Jack Riddle, Community Bank DE; Dinesh Antony, IT manager; Steven Rose, CEO/ Nanticoke Hospital; Andy Hartstein, Insurance Market; Barbara Steele, Sussex County Women’s Magazine; Randall Cash, Automated Copy.

Ribbon cutting

SUSSEX PAIN RELIEF

Established in 2010, Sussex Pain Relief Center is a comprehensive pain treatment center where board certified, fellowshiptrained pain physicians provide the highest quality of pain management in a safe and caring environment, in order to restore the patient’s physical, mental, and social wellbeing. The new multidisciplinary approach to treatment includes fluoroscopy-guided interventional pain injections, low-dose med management, as well as networking physical therapy, behavioral therapy, other complementary and alternative medicines (CAM) and surgical evaluations, all while maintaining close contact with referring physicians. The healthcare industry, especially the pain management field, continues to be

New chairman of the board for Red Cross

The American Red Cross of the Delmarva Peninsula is pleased to announce Mark R. Hutton Jr. as their new chairman of the board. Hutton, an administrative vice president at M & T Bank, has been a volunteer with the American Red Cross of the Delmarva Peninsula for the last decade. During his tenure, Hutton has served as treasurer of the board, chair of the financial development committee, and chair of the Annual Wine, Dine, & Stein fundraiser. In his new role, Hutton is responsible for coordinating and engaging the board of directors in advising and supporting the work of the American Red Cross of the Delmarva Peninsula. 8

Business Report | August 2013

a growth industry. More preference has recently been given to pain care as a way to impede the growing number of disabled Americans with chronic pain, currently considered to be the most costly health problem in America. Sussex Pain Relief Center has experienced phenomenal growth by catering to Sussex County residents and currently has more than 3,500 active patients as well as 18 employees, including six providers, to treat them with an emphasis on expanding patient services available to the Sussex County community with the addition of several new on-site services such as physical therapy, behavioral therapy and acupuncture. To accommodate the growth, it is building its own new pain management center on the

RONALD MCDONALD HOUSE DONATION Sussex County Federal Credit Union (SCFCU) recently made a donation to the Ronald McDonald House (RMH) of Delaware in the form of 25 gallons of pop tabs. The tabs were collected by employees and credit union members. In addition to supporting recycling efforts, the pop tabs provide monetary value, as measured by their weight. To support the Pop Tab collection program and make a difference in the life of a child, stop by your local SCFCU branch. Pictured, from left: Debbie Jewell, SCFCU business development manager, presents the pop tabs to Barbara Loeslein, development director of Ronald McDonald House of Delaware.

east side of Route 113 (near Redden Road) in Georgetown on a property of 2.76 acres. The high quality of care is maintained and closely administered under the watchful eye of Dr. Antony, a physician who has practiced pain management in Sussex County for the last nine years. Joining Dr. Antony at her practice are Dr. Alan Gonzalez-Cota and Dr. Ajit Shrestha. All three physicians are fellowship-trained and board-certified in their fields, and have privileges at Nanticoke Memorial Hospital, Beebe Hospital, Seaford surgery center and Lewes surgery center. All insurances are accepted including Medicaid, Medicare, commercial insurances, workers comp and auto. For appointments, call 302-514-7246.

Allstate agent receives award

Peninsula Oil receives award Peninsula has received Energi’s 2013 Excellence in Risk Management Award for their dedication to outstanding loss prevention and safety programs. Energi, a leading provider of Insurance and Risk Management Programs to the energy industry, recognized Peninsula as being the “Best of the Best” within the industry at the annual Energi Risk Management & Insurance Summit in Orlando, Fla., on May 24. Peninsula’s focused commitment to safety, implementation of risk management best practices, and willingness to learn and apply new safety techniques have enabled them to set a future standard of excellence amongst industry peers. For more information on Peninsula Oil, contact John Willey at 629-3001. From left: John Evans, comptroller for Peninsula and Brian K. McCarthy, CEO & president, Energi.

Allstate agency owner Tony DeSanctis received the Agency Hands in the Community Award for his commitment to helping others. With this award came a $1,000 grant from The Allstate Foundation for Association of Retarded Citizens (ARC) which provides services to the State of Delaware. Team DeSanctis was able to secure over $8,000 in donations for this year’s 5K Run, Walk & Roll held at the Wild Quail Country Club in Wyoming. Over the past six years, Team DeSanctis has raised over $24,300 supporting those with intellectual and developmental disabilities. The Allstate Foundation awards more than $1 million every year to nonprofit organizations across the country in honor of dedicated Allstate agency owners who give back. To be eligible for nomination, Allstate agency owners must volunteer, mentor or lead a nonprofit of their choice.

County welcomes new assistant engineer Sussex County government welcomes Joe Wright as its new assistant county engineer. Wright has more than three decades of public service; he retired in May from the Delaware Department of Transportation, where he dedicated nearly 33 years of his career in a variety of capacities. A graduate of the University of Delaware, Wright holds a bachelor’s degree in civil engineering and is a registered professional engineer in Delaware. He resides in Lewes with his wife and two children.

Frontline Homeowners now licensed in state

WSFS RECEIVES LEADERSHIP AWARD WSFS Financial Corporation, the parent company of WSFS Bank, was presented the annual Gallup Great Workplace Excellence in Leadership Award for the second year in a row. The Great Workplace Award honors organizations with 500 to 1,000 associates whose associate engagement results demonstrate they have the most productive and engaged workforces in the world. Pictured from left: Jesse Smith, senior consultant, Gallup, Inc.; Mark Turner, president and chief executive officer, WSFS; and Kevin McConville, managing partner, Gallup, Inc.

Frontline Insurance, one of the leading insurers for coastal homeowners coverage, is now licensed in Delaware. Well known in Florida and South Carolina for their competitive rates and extensive coverage, and well regarded for their strong financial stability, Frontline Homeowners continues to be strong along the East Coast. Frontline Homeowners Insurance will now begin the process of determining insurance coverage specifications and timing for program release, anticipating availability in late 2013. Frontline brings the total number of carriers to nine for the Delaware coastal area.

Business Report | August 2013

GUEST COLUMN

Don’t become a statistic, set your business up for the long haul By Brad Slaney, CPA If you’re the owner of a small business, the last thing you want to become is a statistic — because so many of the statistics about small businesses are not good. According to U.S. Census figures, more than 200,000 small businesses closed between 2008 and 2010. Another study, tracking census data on small businesses that started in 2005, found that only one sector (mining) had a five-year survival rate better than 50 percent. Nearly half the manufacturing, services and wholesaling businesses survived that long; retail, finance, insurance, real estate, transportation and construction businesses had survival rates ranging from 41 to 36 percent. As a certified public accountant, I work regularly with small businesses, where it is difficult to prosper. Despite what the statistics say, most of the businesses I know are not only surviving, they are doing quite well. While working with those businesses, I have learned a lot about the characteristics of successful leaders and the tools they use to get ahead and stay ahead. In the early years, it is essential to develop a business plan and follow it closely and to create a concise mission statement that everyone associated with the enterprise understands and practices. From the start, successful business leaders must understand their industry and, more importantly, understand what their company does better than any of the competition within that industry. Knowing your product and how to deliver it are essential to success. In contrast, the businesses I’ve known that have had the most trouble are those whose leaders were unable to identify the areas where they had the greatest skills or the best opportunities to succeed and were unable to identify and solve problems. In considering how successful leaders not only understand their industry but also their particular niche, it is possible to identify both the “big picture” traits that pave the way to long-term prosperity and the “nuts-andbolts” qualities that keep the business running smoothly one day at a time. The most important of those “big picture” traits is the ability to see your business as a whole and to manage it so all the pieces fit together. That means not only knowing your 10

Business Report | August 2013

product, but also ensuring first-rate customer service and managing your resources (both personnel and materials) effectively and efficiently. A second characteristic of leaders in growing businesses is the ability to recognize problems while they are small and to solve them promptly. Identify the cause, consider the options, and make the necessary changes. The longer you wait, the more money you waste. While you want to solve problems quickly, you must also recognize that every business will make mistakes. When they occur, don’t brood over what went wrong. Instead, consider the mistake an opportunity - a lesson learned. Use it to create a positive experience for the future. A third important characteristic is the ability to make change an integral part of your business model. For many people, change induces fear. In business, however, the successful leader recognizes that a company that is not changing is one that is standing still. And, if your company is standing still, that means that the competition is passing you by. Embracing change occurs in many ways. It includes continuous learning — by educating yourself on trends within the industry, changes in the law, changes in technology, changes in customer demands and by giving your team members the training they need to perform at the highest levels. In the world of small business, it’s axiomatic that success requires serious sacrifices in the leader’s personal and family life. Sixtyhour weeks (or longer) are common and the strains lead many to wonder whether all the effort is worth it. It is important that everyone in the leader’s family recognizes that business commitments are critical to the family’s prosperity and that the leader makes arrangements to balance commitments to maintain good family relationships. One approach taken by many successful leaders that I know is to make the most of their day by getting an early start. If an 11-hour workday is going to be part of your life, arriving at the office at 6 a.m. can enable you to complete some tasks with minimal distractions and to get home in time to have a relaxing dinner and help the kids with their homework. Leaders who succeed in growing their businesses not only grasp the big-picture requirements, they also take care of the

day-to-day nuts and bolts. Here are some examples. First, keep your marketing focused on your best customers and targeting others like them. It is far less expensive to maintain your customer base than it is to seek new customers. And it is easier to deliver your current products and services to more customers than it is to seek out a separate niche market. Next, make your commitment to customer service obvious to anyone who contacts your business. Neatness and cleanliness are essential to any retail operation. Make sure employees have good communication skills and treat customers properly, in person, on the phone and online. Review your financial data monthly. Keeping a close watch enables you to project future revenue and expenses with more confidence. It also helps identify problems as they develop. Bookkeeping errors and internal fraud can quickly sink a business, even one with a good track record. In monitoring your financial data, consider making small changes that have the potential to improve your bottom line. Continuously review your cash projections, not only in the near term (one to three months), but also the long-term (one to three years). To increase cash on hand, consider offering customers small discounts for making early payments. Similarly, take advantage of any discounts your suppliers offer and use electronic transfers to make payments just before they are due. Finally, business owners should consider their exit/succession plan. There are several strategies that can be customized based upon the size and complexities of the respective company. Be sure to talk with your certified public accountant about a plan that suits you, your family and business. Ultimately, how much your business grows is up to you, but following the examples of other successful leaders should improve your prospects and make it more likely that, when statisticians create their reports, your business will be on the positive side of their ledgers. About the author Brad Slaney is a certified public accountant and manager with Horty & Horty P.A., a public accounting firm with offices in Dover and Wilmington.

Bill will allow shellfish aqua farming

The Senate unanimously passed legislation allowing commercial shellfish aqua farming in Delaware’s Inland Bays, which would have significant environmental benefits and could generate millions of dollars in revenue. House Speaker Rep. Pete Schwartzkopf, whose district includes Rehoboth Bay and abuts Indian River Bay said the proposal is the result of a yearlong study led by the Delaware Center for the Inland Bays. The study noted that Delaware is the only coastal state with no commercial shellfish aquaculture, an industry that on the East Coast is valued at $119 million. It also noted that oyster aquaculture – which was the primary focus of the study – would help greatly in filtering millions of gallons of water daily, removing excess nutrients from the bays. Under House Bill 160, which now goes to Governor Jack Markell for his signature, commercial shellfish farmers would be permitted to lease one- to five-acre tracts of shellfish grounds in Delaware’s Inland Bays. Farmers could lease up to five acres in Rehoboth and Indian River bays combined and could lease one to five additional acres in Little Assawoman Bay. Leases would be renewable annually for 15 years, at which time the lessee could renew for another 15 years. Delaware-based residents, partnerships or corporations would be charged $100 per acre each year, while out-of-state farmers would pay $1,000 per acre annually. According to the study, one acre of leased bottom could produce about 750,000 oysters, which can filter 15 to 40 million gallons of water each day. At 160 acres, shellfish aqua farms could filter nine to 22.5 percent of the total volume of water in the Inland Bays each day. The Center for Inland Bays study recommends several lease areas in each of the three Inland Bays. Under the recommendations, Rehoboth Bay would have 261 acres, or 2.8 percent of the total bay area, available for lease, Indian River Bay would have 125 acres (1.3 percent) available, and Little Assawoman Bay would have 227 acres (10 percent).

Red Cross welcomes vice chair The American Red Cross of the Delmarva Peninsula is pleased to announce Lisa Detwiler as the new vice chair of the board. Detwiler is the chief operating officer for SSD Technology Partners and she has been a volunteer board member of the American Red Cross Delmarva Peninsula chapter for five years. In that time, she has served as the secretary of the board, chair of the financial development committee and was a member of the planning committee for the Black Tie Monopoly and Wine, Dine, and Deal fundraisers. In her new role, Detwiler is respon-

Seely joins Bay to Beach Builders team Bay to Beach Builders, Inc., a builder of fine homes featuring Amish craftsmanship located in Greenwood, welcomes Julleanna Seely as a new home sales specialist. Seely brings more than 10 years of sales and marketing experience in the construction industry. A Sussex County native and graduate of Greenwood Mennonite School, Seely returns to Delaware after three years of selling

Detwiler

sible for working with the chairman of the board and the board of directors to advise and support the work of the American Red Cross of the Delmarva Peninsula.

homes in Indianapolis, Ind. and Richmond, Va. Prior to new home sales, Seely managed marketing for Nason Construction, Inc., a construction management firm based in Wilmington. In her new role, Seely will lead marketing efforts for Bay to Beach Builders and sell custom homes to be built on either the client’s own lot or in the Apple Tree Crossing community off Redden Rd. in Bridgeville. Seely received bachelor of science degrees in communications and history from Liberty University in 2003. For more information about Bay to Beach Builders, visit www.BaytoBeachBuilders. com or call their office at 302-349-5099.

Business Report | August 2013

Initiative joins Habitat to build homes in Georgetown The CEOs of Bayhealth Medical Center, Beebe Medical Center, and Nanticoke Health Services, under the collaborative initiative Healthier Sussex County, joined with Sussex County Habitat for Humanity to bless a new project to build two more homes in the Georgetown Point Community. Over the next few months, employees from the three hospitals will volunteer their time and work with other volunteers, as well as the future homeowners, to build the two houses. The three CEOs, Terry Murphy, FACHE, of Bayhealth, Jeffrey M. Fried, FACHE of Beebe, and Steve Rose, RN, MN, of Nanticoke, also will participate as volunteers in the construction process. They will work together onsite on Aug. 23, during a special “CEO Build Day” to show their support in this new partnership with Sussex County Habitat for Humanity. The homes are being built for Kisha Jones and her two children, and Antonia Velasquez and her three children. Both women work in the healthcare industry in Sussex County. The women not only will participate in the construction of their homes and others by working 250 hours a year, but they also are purchasing the homes with a not-for-profit, 30-year mortgage through Sussex County Habitat for Humanity. It is anticipated that these homes will be completed within five months. “Today we are celebrating not only the ground-breaking of these two homes, but also the progress we are making with the Healthier Sussex County initiative,” said Fried. “We have discussed what we can do to keep people in Sussex County healthier through addressing disparities in healthcare and education and working with our community members to help engage them in making healthier lifestyle choices. We recognize the importance of our partnerships with Quality Insights of Delaware, Delaware Breast Cancer Coalition, La Red, and now Habitat for Humanity to make Sussex County among the healthiest counties in the nation.” Other volunteers who took part in the groundbreaking and blessing ceremony 12

Business Report | August 2013

Above - The CEOs of the three medical centers in Sussex County took part in the groundbreaking and blessing ceremony for two Habitat for Humanity houses in Sussex County. Pictured, from left: Kevin Gilmore, Steve Rose, Terry Murphy, Jeffrey Fried and Tom Protack. Top - The houses are being built for the families of Antonia Velasquez and Kisha Jones. Pictured here are, from left, Antonia Velasquez and Kisha Jones.

included students from Seton Catholic High School in Binghamton, N.Y., Heritage Shores Military Club from Bridgeville who were volunteering on the nearby Veteran Build Project, and longtime Habitat volunteers. The two houses are being built in Georgetown Point, a single-family neighborhood where Habitat for Humanity has purchased 22 lots. “Habitat homes are the labor and fruits of many individuals,” said Kevin Gilmore, executive director of Sussex County Habitat for Humanity, during the groundbreaking ceremony. “This is a place to raise children.

My vision is to be standing on the doorsteps of your home for its dedication and blessing by Christmas.” Healthier Sussex County focuses on addressing important health issues impacting residents of Sussex County by identifying and addressing health disparities; identifying and addressing health education; and making a positive impact on health behaviors. Their web address is: www.healthiersussexcounty.com. For more information on how you can volunteer to work on these houses, visit www.sussexcountyhabit.org.

Autism Delaware honors volunteers

Autism Delaware’s volunteers were recently honored at Dover Downs Hotel. During the annual celebration, the autism agency highlighted the extraordinary effort made by organizations and individuals who donated their time, resources, and expertise to help meet Autism Delaware’s mission in 2012. The following awards were given: Autism Delaware Noel Perry Smith Award for Outstanding Employer - Dover Downs Hotel & Casino and Dover Motorsports, Inc. Autism Delaware Outstanding Leader in the Community - Grotto Pizza and State Senator Liane Sorenson (R-Hockessin) Outstanding Autism Delaware Volunteer - Jim and Koh Morrisey, Milton; Lisa Held, Milton; Home Depot; Artisans' Bank; Barbara Butterworth, Wilmington

Job Fair held in Dover

A job fair hosted by U.S. Senators Tom Carper and Chris Coons, and U.S. Representative John Carney, in conjunction with Brandywine Counseling and Community Services drew more than 700 job seekers who came to meet with 62 employers at the Sheraton in Dover in June. Combined, the employers were hiring for more than 1,400 open positions. Senator Carper, Senator Coons, and Congressman Carney also hosted job fairs this year in New Castle County in March and Sussex County in April.

Program will train dislocated workers

The Delaware Department of Labor will receive a $1.4 million grant from the U.S. Department of Labor to provide job training and job search assistance to displaced workers who have been challenged over the longterm by residual effects from the economic downturn. The funding expands training for unemployed individuals to acquire industryrecognized credentials that lead to new career opportunities. “This grant will be a big boost for the many Delawareans who are eager to return to the workforce,” said Congressman John Carney. “I’ve visited employment and training centers all over the state – like Goodwill in Bridgeville and West End Neighborhood House in Wilmington. These organizations provide tremendous resources for those looking for work, and help connect employers with Delawareans who meet their needs. The grant will help these centers do their jobs better, and benefit Delaware employers and job seekers.” Business Report | August 2013

INDEPENDENCE DAY CELEBRATION People of all ages came out to the Circle in Georgetown to enjoy the patriotic music and the recitation of the Declaration of Independence by Senator Ernie Lopez (6th Senatorial District), Representative Dave Wilson (35th Rep. District), Senator Gary Simpson (18th Senatorial District), and Brian Pettyjohn (19th Senatorial District.) The youngest participant was little Edward of Georgetown who enjoyed waving the flag and dancing to the music. Despite the limited notice, the Senators and Representative were pleased that 65 residents from Lewes, Georgetown, Millsboro, and Bridgeville came to celebrate Independence Day.

Fleming named director of district office

The U.S. Small Business Administration announces the selection of John Fleming as director of SBA’s Delaware District Office. In this position, he manages delivery of SBA programs and services to small businesses throughout the state of Delaware. Fleming has had a distinguished career with SBA and has received numerous awards. Since 2012, Fleming has been SBA’s deputy district director in Delaware. From 1992 through 2012, Fleming worked in SBA’s Philadelphia District, most recently as lead economic development specialist.

Business Report | August 2013

Prior to joining SBA, Fleming served as a non-commissioned officer in the United States Marine Corps. Fleming is a graduate of Widener University, where he served as University College senior class president.

Fleming

Vineyards signs commercial lease

The Social Security Administration, currently located in Georgetown, has signed a 10 year lease at the Vineyards located on Rt. 9 in Lewes. Construction should be completed for a move-in date toward the end of 2013. Fernmoor Homes is joining the Social Security office on the first floor of the building located at 12001 Old Vine Blvd., as the company is completing its new Sales and Leasing Center. In addition to the commercial activity, “we have been very busy with residential leasing," says Cindy Scott of Fernmoor Homes. For more information about the Vineyards, Scott can be located at 12001 Old Vine Blvd., Lewes, or by calling 302-645-8786 or visiting www. vineyards-lewes.com.

Banks not following national mortgage settlement

NEW OFFICERS

Members of Osher Lifelong Learning Institute at the University of Delaware in Lewes recently elected new officers to their leadership council for 2013-14. Front row, from left: Jack Boettger, finance chair; Ruth Barnett, librarian/archivist; Carrie Townsend, Southern Delaware outreach coordinator; Robert (Bo) French, long range planning; Anna Moshier, program coordinator. Back row: Donna Beecher, academic affairs co-chair; Bernard Fiegel, social committee chair; Carol West, academic affairs co-chair; Frank Meredith, community relations chair; Renee Moy, administrative assistant; Lynn Kroesen, communications chair; Robert Comeau, chairman. Not pictured: Joan Sciorra, travel co-chair; Mary Folan, travel co-chair; Rob Morgan, secretary.

Lawmaker hopes Frontier has smooth landing Later this summer, Sen. Colin Bonini (R-Dover South) will be traveling to California to visit family, in particular his identical twin. It’s a trip the Senator takes often. But this year will be a little different. For the first time ever, the Magnolia resident won’t have to drive to Baltimore, Washington or Philadelphia to catch a flight. Thanks to Frontier Airlines, which began flying out of New Castle Airport this month, he will take his first flight out of the First State. “I think it’s wonderful,” Bonini said. “I have family in California so I fly out all the time. We definitely want to support Frontier’s efforts, and New Castle is so much closer, so I thought it would definitely be worth a try. I’m connecting through Denver, with not a particularly long layover, so it’s pretty convenient.” Frontier Airlines, based in Denver, gives Delaware its first regularly scheduled major airline service in five years. Service started

July 1 with a flight to Chicago. Frontier also offers routes out of New Castle to Denver, Houston, Orlando and Tampa. In November, the airline plans to start service to Fort Myers, Fla. Sen. Bonini said he hopes Frontier’s investment in Delaware takes off. While Frontier officials said there are currently no full time employees based in Delaware, the company did hire a vendor to provide ground support and passenger services at the airport. Sen. Bonini said success could fuel expansion, creating more jobs and bringing more visitors to the state. “Hopefully it will be convenient not just for Delawareans but for people who think about flying out of Philadelphia. We hope that they’ll consider flying out of New Castle. Success for Frontier would mean success for Delaware in terms of its impact on the economy,” said Bonini.

Attorney General Beau Biden has responded to a report that demonstrated failures by national mortgage banks to meet strict new mortgage servicing standards secured by Biden, 48 other state Attorneys General and the federal government in last year’s historic $25 billion national mortgage settlement. The report, issued by Joseph A. Smith Jr., monitor of the National Mortgage Settlement, revealed that testing of the five banks’ compliance with 29 new servicing standards established by the settlement revealed eight individual failures by the banks to meet those obligations. The most common failures related to the bank’s untimely collection of loan modification documents and failure to timely notify borrowers of loan modification or short sale decisions. The banks are working to correct those errors and will continue to be tested to determine improvement in meeting the standards. The report also disclosed that since last year the Monitor has been notified of more than 60,000 homeowner complaints against the five servicing banks. These complaints are most commonly associated with frustration with the loan modification process, accuracy of account information, and customer service, including the new requirement imposed on the banks to provide a single point-of-contact to homeowners. For more information, visit www.nationalmortgagesettlement.com.

Peninsula expands services Renowned Delaware heating company Peninsula, in an effort to provide even better services to their customers, has added plumbing to their list of offerings. The company, established in 1935 as Peninsula Oil, was built on the values of dependability, service, quality, and value. They hope to continue that tradition with their new plumbing line. In addition to oil, propane, and biofuel delivery services, Peninsula offers heating and air conditioning installation, repair, replacement, and maintenance and, now, plumbing services. More information about Peninsula, including customer testimonials, detailed service descriptions as well as their service guarantee, can be found on their website at www.penoil.com. Business Report | August 2013

GUEST COLUMN

Amish Country Bike Tour to be held By the Amish Country Bike Tour Committee Got pie? Delaware's largest and most popular cycling event - now in its 27th year - takes place on Saturday, Sept. 7, along flat country roads through Delaware's Amish communities and quaint small towns. No fundraising or pledge recruiting is required for this event. A portion of your registration benefits the Dover YMCA, three participating churches, the Amish Country School House and the Bike Tour Fund. Last year, we were also able to contribute $5,000 to the future Kent County Regional Sports Complex. New this year - From noon to 3 p.m., Fordham/Dominion Brewing Company, located in Dover, is scheduled to be at event headquarters providing a free locally-brewed craft beer tasting to anyone 21 and older. In addition, the Delaware Friends of Folk will be performing live music. This will be a great afternoon party. Teams are encouraged to bring pop-up tents, lawn chairs or blankets. Fall Into Jazz - We're proud to

announce that the legendary Emmy award winning jazz guitarist Earl Klugh will be performing on Friday evening, Sept. 6, at the Schwartz Center for the Arts in Dover. Make a weekend of it - come into town on Friday, see the show, then rise and shine for pedaling and pie. Buy tickets online to see Earl Klug perform. As always, your participation includes a bike tour map, up to four food/beverage rest stops, giveaway items, cyclist and mechanical support, a piece of locallybaked cherry, apple, blueberry or pumpkin pie, and the delicious catered barbecue meal waiting for you at the end of your ride. We also provide a vegetarian meal choice. All loops start and stop at Dover's beautiful, historic, open air park, Legislative Mall. Loops have been designed and marked by veteran cyclists in the following distances: 15, 25, 50, 62 and 100-mile loops, making this event perfect for beginners and families as well as distance and hard core cyclists. All loops are flat, flat, flat? For more information, call 800-233-5368 or visit www. AmishCountryBikeTour.com.

Greene named Realtor of the Year

The Sussex County Association of Realtors (SCAOR) was pleased to announce the recipient of the 2013 Realtor of the Year, Sandy Greene, during their recent annual awards luncheon. Greene, assoGreene ciate broker for Resort Quest in Bethany Beach, has been an active member of SCAOR for over 30 years and has served in a variety of leadership roles including president for Sussex County Association of Realtors. As a realtor, Greene has earned the Certified Residential Specialist (CRS) designation and e-pro designation. Presently, she serves on the National Multiple Listing Service Committee for the National Association of Realtors. Additionally, she has served on the NAR Environmental and Land Use Committee, and was appointed to Governor Markell’s task force on sea-level rise. Greene will vie for the Delaware Realtor of the Year award. If selected, she will represent the Delaware Association of Realtors during the National Convention at San Francisco, Calif., in November.

New 'green' building committee established

During the final hours of the 2013 legislative session, the 147th Delaware General Assembly passed Senate Concurrent Resolution No. 34, which formally established a “Green and Better Building Advisory Committee” in Delaware. This advisory committee will bring together a diverse group of public and private sector individuals with expertise in sustainable building design to “review legislation that pertains to healthy, high performance green buildings and sustainable land use,” and also to “provide current and well-researched information and advice to the General Assembly.” The Delaware Valley Green Building Council (DVGBC), a non-profit organization and one of the U.S. Green Building Council’s local chapters, took the lead on supporting this initiative and worked closely with Senators Harris McDowell, David McBride and Representative John Kowalko and the administration to help guide its development. 16

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HEALTH

Aquacare offers diabetes program

Aquacare Physical Therapy, with offices located in Lewes, Millville and Millsboro, and Seaford, are pleased to offer a specialized Diabetes Therapy Program. This program emphasizes a comprehensive treatment strategy to assist patients in the development of an exercise program to prevent and manage diabetes. After an initial evaluation by a physical therapist, patients will be seen for a series of visits addressing various topics. Managing your diabetes can lower your risk of resulting health issues. Management includes controlling your blood sugar (glucose), lowering your blood pressure and cholesterol, maintaining a healthy weight, and exercising. Physical therapists are experts in restoring and improving human motion, and can play an integral role in the management of diabetes by establishing and, as needed, supervising exercise programs and providing treatment of complications. This program is covered by most insurances. Exercise is an important part of managing diabetes. Regular physical activity can lower your need for medications, reduce your risk of heart disease and stroke, and help manage glucose levels. The American Diabetes Association recommends 30 minutes of moderate exercise at least five days per week. You should see a physical therapist to help you with physical activity if you have: • Pain in your joints or muscles • Numbness or tingling in your feet • Calluses or sores on your feet • Pain or limping with walking • Used an assistive device such as a cane or crutches • Desire to develop an exercise program For more information on the specialized services offered for diabetes management at Aquacare Physical Therapy or to schedule a consultation or free screening, call the Millville office at 302-539-3110, the Lewes office at 302-945-0200, the Millsboro office at 302-945-4250 or the Seaford office at 302-536-1774.

NANTICOKE IMMEDIATE CARE OPENS Nanticoke Health Services is expanding services with the addition of Nanticoke Immediate Care located at 505 W. Market St., Georgetown. Nanticoke Immediate Care is open 7 days a week, no appointment needed, providing care for minor illnesses and injuries. As part of the Nanticoke Physician Network, you will have secure, online access to view information about a visit to Nanticoke Immediate Care or any Nanticoke Physician Network doctor’s office visit. Additionally, physicians in the Nanticoke Physician Network share an electronic medical record so your Nanticoke physician can immediately view information about your immediate care visit. You simply need to provide your physician’s name during registration. For more information, visit www.nanticoke.org/immediatecare. Pictured is the staff at Nanticoke Immediate Care.

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Beebe honors nurses at recognition ceremony In recognition of nurses and of the impact they make in the hospital and throughout the healthcare field, Beebe Medical Center in 2012 established three prestigious nursing awards - The Eleanor P. Cordrey Award for Nursing Excellence, The Bonnie Austin Award for Nursing Leadership, and The Connie Bushey Award for Nursing Scholarship. These awards were named after longtime Beebe nurses who exemplify the qualities to which all nurses aspire. This year’s award winners are: Allison Clobes, RN, OCN, The Eleanor P. Cordrey Award for Nursing Excellence; Donna Anderson, RN, CIC, The Bonnie Austin Award for Nursing Leadership; and Teresa Hitchens, RN, BSN, CPHQ, CNOR, CRNFA ( E ), The Connie Bushey Award for Nursing Scholarship. A committee of Beebe Medical Center nurses chose the honorees. The process was a lengthy one, with committee members making sure that they captured the essence of what it is to be a nurse, especially a Beebe Medical Center nurse. Allison Clobes started working at Beebe Medical Center as a nurse tech in 1997, even before she graduated from the Beebe School of Nursing. Once she graduated in 1999, she immediately moved into a fulltime nursing role. By 2001, she transferred to Tunnell Cancer Center, and that is where she has been making her mark. She earned her Oncology Nursing Certification (OCN), signifying her advanced education in cancers and cancer treatments. In 2011, she advanced to a process improvement nurse, focusing on initiatives to continually improve patient care. She has led several process improvement efforts, and serves on the Hand Hygiene team, the Patient Satisfaction team and the Council of Quality and Safety. When she is not working at Tunnell Cancer Center, she works with Beebe Medical Center’s

Beebe Medical Center presented three Nurse Practice Awards during Nurses’ Week. Pictured from left, back row: Paul Minnick, RN, MSN, NEA-BC, vice president of patient care services; Donna Anderson, RN, CIC; Allison Clobes, RN, OCN; Teresa Hitchens, RN, BSN, CPHQ, CNOR, CRNFA ( E ); and Jacquelyn O. Wilson, EdD, vice chair, Beebe board of directors. Front row: Bonnie Austin, RN, BS; Eleanor P. Cordrey, RN; and Connie Bushey, MSN, Med, RN, executive director of the Margaret H. Rollins School of Nursing at Beebe Medical Center.

Population Health Department, going into the community to perform free health screenings. Donna Anderson is a pioneer in infection prevention, and among the first infection control nurses in the United States to achieve board certification in 1983 in Hospital Infection Control and Prevention. Donna graduated Beebe School of Nursing in 1969 and immediately joined the hospital as a nurse. In 1979, she developed and implemented the hospital’s Infection Control Program and has been responsible for it ever since. She has worked closely with the staff throughout the hospital, as well as with the state Public Health System and the local Association of Professionals in Infection Control and Epidemiology (APIC) organiza-

Hollowell wins peer award Kimberly Hollowell, BSN, RN, has been at Bayhealth for less than two years and has already won two of the hospital’s most coveted nursing awards. Having been named a DAISY Award winner earlier this spring, Hollowell recently earned additional recognition when her colleagues bestowed on her the 1A Peer Award. Always up for a challenge, Hollowell finds herself taking on the more difficult cases that arrive on 1A, a medical surgical unit. She enjoys working with patients who are unhappy, striving to change their outlooks and help them have a positive experience. Given three times a year, the 1A Peer Award recognizes service excellence and exceptional teamwork. 18

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tion. Teresa Hitchens, a 1987 graduate of Beebe School of Nursing, has worked at Beebe Medical Center for 25 years, continually focusing on improving processes that lead to quality patient outcomes. Teresa holds several certifications that reflect her nursing expertise in surgery and healthcare quality. She has worked closely with surgical teams on the Centers for Medicare and Medicaid (CMS) Surgical Care Improvement Project, making sure that Beebe is meeting best practice standards that translate into quality clinical outcomes for patients. She makes sure that team members are apprised of the latest clinical information with regular education sessions.

Hitchens joins Western Sussex Family Medicine Nanticoke Health Services welcomes Nurse Practitioner, Donna Hitchens, MSN, FNP-C to the Nanticoke Physician Network and joins Dr. Joseph Kim and Western Sussex Family Medicine at 116 East Front St., Ste. C in Laurel. Hitchens received her master of science in nursing and post master’s certificate of family nurse practitioner from Wilmington University. She has worked at Nanticoke Memorial Hospital for 25 years in various areas including the Medical-Surgical Unit and the Cardiac Intensive Care Unit as an RN and most recently as a corporate/clinical educator.

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COVER STORY

WSFS Bank dedicated to customer service By Carol Kinsley WSFS Bank was founded in 1832, seven days before the city of Wilmington, said Rick Wright, executive vice president and chief retail banking officer. Like the city, it has grown and evolved over the last 181 years. It was founded by Judge Willard Hall on the premise that a bank could help the average saver — “the common man” — by providing a safe place to save one’s money. WSFS is the seventh oldest bank in the United States continuously operating under the same name. The initials stand for Wilmington Savings Fund Society, but the bank has evolved the acronym to incorporate its mission, “We Stand For Service.” Wright said, “The bank is focused and dedicated to service. The commitment to provide customers exceptional service in retail banking has 20

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been at the core of WSFS since its inception and that is why and how the bank has withstood the test of time.” Many banks proclaim “people are our biggest assets,” but WSFS can prove it. For the past 10 years WSFS has worked closely with the Gallup organization measuring both associate and customer engagement. WSFS consistently ranks at “world-class” levels of associate and customer engagement. Wright explained, “Our customer engagement scores are beyond the 90th percentile in Gallup’s database of all companies that it measures.” Stephanie Heist, vice president and director of communications, added that Gallup has a measurement they call “engagement ratio,” which measures actively engaged associates compared to those actively disengaged. In the average company, the ratio is 1.5 engaged to 1 disengaged. “Our branches

boast a 37:1 ratio,” she said. “That speaks for itself in terms of our commitment to our associates and empowering them to serve our customers and communities.” Wright described one of the ways the bank has achieved the world-class rating. Unlike other banks, he said, “over 10 years ago we decided it made sense not to have separate tellers and sales associates, but instead people who could service any need that the customer might have. Our tellers, whom we call personal bankers, are able to assist our customers and not pass them from associate to associate.” In addition to transactions, “they can also sell products, handle service requests, and are encouraged to assist customers with all aspects of their financial needs.” In the newest bank branches, WSFS Bank interiors are permeable. “A person can easily

Above - Associate Rose Coulter. Right - WSFS staff from left, Jennifer Zezenski, Rose Coulter, Amanda Bernstein and Jackie Tinebra. Photos by Ron MacArthur

step away from the teller line and enter an office with a customer to speak about financial planning or loans,” said Wright. The lobby contains automated cash recyclers; there are no drawers with cash. “Whatever the customer wants, whomever they see can generally help them,” Wright said. With the introduction of online and mobile banking, the banking industry now is looking at lower transactions at the branch than in the past. Other banks are trying to come to grips with that, perhaps with fewer tellers or closing branches. WSFS was prepared for this. Wright said, “At WSFS, we evolved into this model over many years, not relying on getting transactions, but seeing ourselves as a service-based bank. We provide the right solutions to the customer based on their unique needs.” He adds, “We have the same kinds of mobile solutions as anyone else, but we think personal interaction is a strength. It has enabled us to provide world-class levels of service to our customers.” Whereas a typical bank may spend a week or so training new employees who then go from classroom to the branch for more on-the-job training, at WSFS, training is constantly evolving. New associates spend

seven weeks training in the classroom, learning transactions, service functions, and how to deliver stellar service. “Our training is substantially more than other banks,” Wright said. “And our customers value this level of experienced personal bankers.” One result is less turnover, he noted. “If you have people you pay more because they do all these functions, and invest time training them, you can’t afford the turnover of a typical bank. We work hard to make sure that’s a relatively small number.” WSFS Bank has convenient branch offices in all three Delaware counties, as well as southeastern Pennsylvania. “We consider ourselves the only community bank in Delaware that serves the whole state. We have five branches in Kent County, seven in Sussex and 22 in New Castle,” Wright said. “We also have an ATM network of more than 450 ATMs in and around Delaware, more than other banks, combined. And Cash Connect, our ATM division, manages ATMs across the country.” WSFS provides competitive rates and a full range of financial products and services that include checking accounts, savings accounts, money markets, CDs, home equity loans and lines, mortgages, and trust and investment management services.

WSFS Bank also meets the needs of large and small businesses with a full array of customized checking, savings, credit, cash management and investment solutions – all developed for the special needs of businesses. In addition to serving customers, making a visible impact on the lives of others is a driving force behind WSFS’s community efforts. WSFS directs contributions to nonprofit organizations that work to advance four focus areas: education, health and human services, programs for the homeless, and economic development and business growth. Each WSFS associate is encouraged to volunteer four hours of compensated time a month to serve at the nonprofit of their choice. More than half of WSFS associates participate, donating their time, talent and enthusiasm to community service projects throughout the Delaware Valley. Last year alone, WSFS associates gave more than 10,000 hours of their time to more than 200 local organizations, the majority of those hours after work and on weekends. You’re bound to see them in your local community too. Stop by any branch to see what WSFS associates can do for you. For the branch nearest you, visit wsfsbank.com or call toll-free, 1-888-WSFSBANK. Business Report | August 2013

FEATURE STORY

The Test of Time Local businesses with long histories By Carol Kinsley

The economy, changing government regulations, personnel challenges, wildly swinging fads and fashions, perseverance of the principals, even the weather â&#x20AC;&#x201D; all affect the longevity of businesses today. According to data from the Bureau of Labor Statistics, about half of new businesses survive five years or more; 34 percent survive 10 years or more; and 26 percent survive 15 years or more. We can only assume the survivability continues to decline from there. To remain in business for 50 years or more, or, as in the case of WSFS Bank, to exist for more than 180 years, is quite an achievement. Presented on the pages that follow are the success stories of companies that have stood the test of time.

SchagrinGas SchagrinGas was founded in 1932 by Harry Schagrin, grandfather of present company CEO Rick Levinson. His grandfather had been in the carnival business, Levinson said, providing carnival setups for fire companies on the Delmarva Peninsula. "One day he happened upon a hardware store where they had a new gas cooking stove. He brought the information back to his mother-in-law and eventually purchased one for her house," Levinson continued. "My great-grandfather had a five and dime on a corner in Middletown. He tried to sell the stoves there. He used to farm out the propane to a small company to hook up, but decided, 'Why not get into the propane business ourselves and do the hookups?'" Small 100-pound cylinders were the mainstay use for propane in the 1930s. SchagrinGas grew slowly over the next decade. Levinson's father went to work there in 1946 after serving in the Air Force in World War II. "He was an on-the-road salesman, driving around the countryside. He picked up a lot of business," Levinson said. "Then the bulk business began, and larger tanks were used. Our first gas plant was opened in 1950. We had a 30,000 gallon

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tank. We brought in transport gas and redelivered it with trucks. "I joined the company in 1973 out of college and worked with builders. That's what spurted the business along â&#x20AC;&#x201D; new home construction in the late 1970s to mid-'80s. Essentially SchagrinGas has grown to five different locations from the one Middletown main office â&#x20AC;&#x201D; Elkton has been operating for 55 years; West Grove, Pa., for 21 years. We opened an office in the Rehoboth/ Georgetown area in 2000, and the retail store selling appliances in Hockessin opened in 1987." There have been challenges over the years. Levinson remembers the price controls in the mid- to late-70s. "We were not allowed to increase the price of gas to the customers even though all fixed expenses, such as wages and insurance, kept increasing. It's quite difficult to do business in that situation. Fortunately, we held on, because we were large enough. When President Ronald Reagan deregulated, things began to improve for the entire industry." Another big problem was shortage of product over the years because of refinery problems. "Winter was a challenge because of breakdowns. We were limited to 40 to 50 percent of what we were supposed to get. To overcome that problem, we put in

our own rail siding in 1992 in West Grove. That enabled us to bring in jumbo rail cars of 30,000 gallons from Canada or Texas. Having much more storage capacity gave us flexibility. Even when refineries were in bad straits, we had product when others did not," Levinson explained. One of the biggest things to happen to the propane industry is increased availability because of the fracking scenario, he continued. "We're getting two to three times as much propane out of the ground as we used to, all domestically produced. We don't have to import propane any more; all production is in North America." Looking back, Levinson always knew he would join the family business. "I used to go to work with my father on Saturday mornings when I was 7 or 8-years-old." His children have also joined the family business. Andrew, his son, has been with the business since 2002 and is company president. His daughter, Jill, joined in 2007 after college. SchagrinGas not only provides propane but also designs, installs and services generator systems, as well as anything that uses propane gas, from heating to air conditioning and more. Emergency service is provided around the clock, every day of the year. For more information, call 800-341-4022 or visit www.schagringas.com.

Business Report | August 2013

Lyons Companies In 1984, David Lyons left Washington, D.C., and returned to his hometown of Wilmington to open his own insurance operation, Lyons Companies, now the largest independently family-owned risk management and insurance broker in Delaware. "I was young, 24, and like most, sort of fearless at that age," Lyons admitted. "You don't know what you don't know. I decided to venture out and create an opportunity for myself. It's a great business. I didn't have a lot of capital or support behind it, but I decided to make a stab at it." With his wife, Kate, by his side, running the marketing department, Lyons and his staff of 50 insurance professionals provide management services that help middle-market businesses grow stronger. Whether you need traditional commercial insurance, employee benefits consulting or personal executive insurance, Lyons Companies has experts who draw on deep industry experience and put their knowledge in your hands. "We get to know your business inside out," Lyons said. "We then structure customized solutions that meet your needs and put our expertise to work for you." Lyons Companies can help you control your costs proactively with enterprise-wide risk management, competitively priced insurance coverage, alternative risk financing options, claims advocacy and more. Its experts can help you improve employee recruiting, engagement and retention by developing the right benefit program and managing it. Responding to the needs of its clients, Lyons Companies recently introduced "Lyons HCM," Lyons Human Capital Management, to help employers who don't have a full-time human resource staffer stay on top of all the new regulations dealing with employment and make sure they are compliant. 24

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Furthermore, Lyons Companies can help you protect your own family and your assets through comprehensive personal insurance coverage â&#x20AC;&#x201C; competitively priced and proactively serviced. Managing the growth of the company has always been challenging, Lyons said. "We've gone through a couple of cycles. We grew to four offices and 83 employees before selling off a division of the company; now we're down to two offices with 52 employees, plus a satellite office in Bethesda, Md. We're ramping back up again and may open a fourth office and bring the number of employees back up to 75 to 80. "Most recently, the marketplace itself has presented the biggest challenge. There have been a lot of changes in the insurance brokerage world," Lyons continued. "We as a firm are very poised to take a position in the Mid-Atlantic,

which we market toward. We are poised to grow in producer acquisition, hiring quite a few individuals with existing relationships who will bring business with them." Lyons clearly enjoys his work. "This is a great business and we have a great business model. It's a fun business, an exciting challenge. Every day is different. You meet a lot of neat people along the way. "And now it's really a lot of fun because both our sons are in here working," Lyons concluded. David Jr. has been with the company for two years and is a risk management advisor. Timothy graduated from the University of Mississippi in December, having majored in risk management and insurance. He's working on the commercial side, in-house, as assistant account manager.

Sussex County Federal Credit Union From its origin as an employee-owned, primary savings institution operating in a small room within the DuPont Seaford Nylon plant, Sussex County Federal Credit Union (SCFCU) has grown into a preferred financial institution within Sussex County. Over the past 54 years, SCFCU has developed into a full service financial provider, with more than $250 million in assets and over 14,000 members being served by four branches. The future of the credit union was challenged when the DuPont plant announced its closing in 2004. To continue serving its founding members, while finding new ways to expand, SCFCU was tasked with becoming a community charter credit union, extending its services to those who live, work, worship, attend school and volunteer in Sussex County and the City of Milford. That expansion made it possible to not only sustain operations but to grow as an organization. Since that time, Sussex County FCU has become a permanent fixture in the area. Debbie Jewell, SCFCU business development manager said, “As a member-owned, not-for profit financial institution, we operate for the betterment of our members. Additionally, SCFCU hires exceptional employees, and has many tenured team members, who all take great satisfaction in fulfilling the credit union’s philosophy of ‘people helping people.’” While the economy’s ups and downs, decreasing loan margins, extremely high delinquency hurdles and fierce competition have been both a challenge and opportunity, CEO Pamela Fleuette has not wavered in her commitment to provide quick and efficient service to credit union members. By implementing enhanced technology that incorporates traditional banking services with state-of-the art delivery channels, Fleuette earned recognition as the 2012 Outstanding Credit Union Professional by the Delaware Credit Union League. In addition to utilizing technology that is the first of its kind in the country, Fleuette has also deployed interactive drive-thru teller machines, express tellers and digital advertising screens to enhance the credit union experience. For added member convenience, the credit union offers online/mobile account access, remote deposit capture (snapping a picture of a check with a smart phone for an automatic deposit) and access to a “shared branching network.” Jewell explained, “Our members can go to more than 5,100 affiliated branches nationwide and complete their banking with SCFCU.”

Sussex County FCU is committed to providing Delmarva families with financial education and resources designed to help them save money, reduce debt and ease financial stress. This premier credit union offers financial literacy lesson plans for school teachers and performs interactive classroom presentations. Through the SCFCU Foundation, they are able to support programs aimed at improving the lives of disadvantaged children in local communities. Last year, the credit union showcased its ability to help families through the First

Family Financial Makeover program. A local family received guidance from SCFCU and was able to reduce their loan payments by 25.44 percent while also increasing a $0 balance in their savings account to more than $1,800 in accounts allocated for retirement, holidays and emergencies — all in just 10 months. Additionally, Sussex County FCU supports local organizations that directly impact the lives of those within our communities. To see how SCFCU can help guide you, visit www.sussexcfcu.com, call 629-0100 or

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Townsend Brothers Chevrolet You can find a complete inventory of the newest Chevrolet cars and trucks at Townsend Brothers Chevrolet, located just off DuPont Highway in Dover, near Rodney Village Shopping Center. The dealership was founded 83 years ago by brothers Ebe and Fred Townsend. Ebe had previously sold Fords and Hupmobiles, and when the Chevy dealer in town, Barnard and Lynch, went broke, he felt selling Chevrolets would be easier. The brothers went to Baltimore to talk to Chevy Motor Division and secured the franchise. Their first building was at the corner of Loockerman and New Streets in Dover. After one move, in the late '30s they built a new place on Governor's Avenue, then moved to the present location in 1962. "We've added on four times, and just finished a $1.3 million addition," explained Jeff Townsend, Ebe's grandson and current president.

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Jeff's father, Steve, joined the family business in 1955, and Jeff came on full time in 1978, becoming the dealer in 1996. He was well prepared. "I worked here all my life," he said, "from the age of 14 on." During summers and between semesters, he worked in different departments, then attended Northwood University, which has an automotive marketing program. It wasn't difficult for Jeff to identify the biggest challenge Townsend Brothers has faced: the economy. The company was started during the Great Depression, not the best time, Jeff said, and then went through World War II, the gas crisis of the '70s and the more recent financial meltdowns. "But we weathered it," Jeff continued, "because we've always tried to take care of our customers - and we've got a lot of loyal customers. After 35 years in the business, would he personally do it all over again? "Sure," Jeff said. "Looking back, overall it's been a great industry, and it's been good to the Townsend family over the years." The full service dealership offers new and pre-owned vehicle sales, leasing,

award-winning service, parts and collision repairs, and it boasts the largest showroom in the Dover area. Townsend Brothers Chevrolet has been active in the community, as has Jeff himself. He has held offices in the Chamber of Commerce, served as chairman of the local chapter of Ducks Unlimited, been president of the Delaware Automobile and Truck Dealers Association and been very involved in Three Stones Church in Wyoming. "We've also helped with driver education cars in the community and supported local soccer and Little League teams," he added. You can view the complete inventory of new Chevy cars and trucks online, or call 302-674-0100 to locate a specific make or model or to schedule a service appointment. At Townsend Brothers Chevrolet, you can expect award-winning customer service, fair pricing and a large selection of new and quality pre-owned vehicles. Friendly, knowledgeable sales staff are available Monday through Friday from 8:30 a.m. until 8 p.m. and on Saturday from 9 to 5.

Emory Hill Companies Emory Hill is a full-service real estate firm which provides commercial brokerage, construction, property management, maintenance and residential sales to Delaware and the Mid-Atlantic. The company was founded in 1981 by Robert H. Hill and R. Clayton Emory with Carmen J. Facciolo Jr. joining as a partner in 1983. Hill recalls how they got started: He had worked in construction for many years, including summers while at the University of Delaware, nine years with Nowland Associates, and as the head of the construction program at W.L. Gore & Associates. “Then I ran into Clay Emory, who was in the real estate development business…we hit it off and I decided to start Emory Hill with Clay. Deep down I just had an entrepreneurial spirit, and this gave me the opportunity to fulfill that. By 1989, we had 200 employees and were developing in four states: Delaware, Maryland, Pennsylvania and New Jersey.” Carmen Facciolo also had a background in real estate, growing up in a family who worked in the construction and development business. He came to Emory Hill from Jackson Cross Partners, a commercial real estate brokerage firm. “It was a natural fit when I met Bob and Clay and they asked me to come on board.” Then came the recession of the early 1990s. “It hit commercial real estate development particularly hard,” Hill said. “There had been a lot of expansion. It was easy to borrow money and grow. We planned to continue to grow, but after the economic downturn, we were left with a lot of empty buildings and land.” The company went through bankruptcy and lost one-third of its properties and all but 25 of its employees. “Going through something like that is gutwrenching,” Hill said. Not knowing where the bottom is and having to lay off all those trusted employees was really tough.” The company began to rebuild and Emory Hill diversified, forming separate divisions that were each profit centers to support the company’s own properties and bring in third-party business. Emory Hill’s brokerage division became an affiliate of NAI Global in 1997 known as NAI Emory Hill. Emory Hill Residential was added a few years ago. Currently with about 75 employees, Emory Hill has been able to thrive because it is so much more diversified. “It not only helped us weather the storm in the 1990s, it made us a stronger company and helped us through this most recent recession,” Facciolo said. “Each of the divisions also work together as a team, enabling us to provide a wider range of services to our clients. And with NAI

Global, we provide clients with a powerful combination of local knowledge and global resources.” Things are continuing to look up. “It has been difficult, but the economy seems to be turning around and the construction company has more projects this year than in the last four or five years,” Hill said. As another positive sign of growth, Emory Hill Companies opened a new brokerage office on Coastal Highway in Lewes to better serve the needs of downstate Delaware.

Despite the ups and downs over the years, Hill and Facciolo would both do it all over again. “I look around the state and see all we have built — beautiful buildings like the Little Falls Center, the Delaware Children’s Museum and the Energy House at Del Tech College and so many more,” Hill said. “We’ve built a staff of good people. We’ve made jobs in Delaware again.” If you’d like to become a client, call 322-9500 (New Castle Co.) or 827-4940 (Sussex Co.) or online at www.emoryhill.

Business Report | August 2013

Faw Casson It's been nearly 70 years since Robert Faw and Harold Granger formed Granger, Faw in 1944. Donald Casson joined the ranks as Granger retired, forming Faw, Casson & Co., LLP. In 2009 the name of the certified public accounting and business consulting firm was shortened to Faw Casson, as none of the founding partners remained. "We, as a team, are now Faw Casson," explained Denise Chas, marketing director. The company's mission has always been "to serve our clients as their most trusted business advisors," and clients report that the firm is key to their financial survival and success. As clients have succeeded, so has the firm. Faw Casson is presently the largest such firm on the Delmarva Peninsula, having consolidated multiple small offices into two - in Ocean City, Md., and Dover. A third office has recently been added in Rehoboth Beach, at 20245 Bay Vista Rd., Ste. 204, to have a physical presence in a community that the firm is already servicing. "The biggest challenge our company faces is ever-changing tax laws and professional standards," Chas said. "We are very focused

Business Report | August 2013

on maintaining a high level of continued professional education to assure our staff is up-to-date and providing timely tax planning strategies and business solutions. "One of our most recent opportunities was launching our Entrepreneurial Services division. It was created to focus on seeing self-made business people who have a desire to grow and succeed reach their full potential through our support and guidance," Chas continued. "We are entering such an exciting time for Faw Casson with new services and a new location being opened, as well as opening a new learning center for our staff and clients to benefit from. We are excited to see what the future holds." The partners of this community-oriented company have created an environment where community involvement is supported and nurtured. Staff members are actively involved in the Central Delaware Habitat for Humanity, the American Heart Association, the Central Delaware YMCA, and the Greater Dover Committee, to name a few. To see how Faw Casson can serve you, call 302-674-4305 or visit www.fawcasson. com, or, to learn more, look for Faw Casson on Facebook.

Holland Jewelers J.C. Holland’s family had lived in Sussex County for eight generations when, in the 1990s, Holland Jewelers was opened in Rehoboth. The store is now located at 20750 John J. Williams Highway (Route 24) in Peddler’s Village. You’ll find nearly the whole family working there — Holland’s mother, Carol; aunt, Pat Morgan; and son, John C. Holland III. A neighbor, William Schell, is also a trusted employee. Holland graduated in 1989 from the Gemological Institute of America as both a jeweler and a gemologist. He went on to earn a graduate diploma in diamonds. Combining respect for others with his knowledge and skills of craftsmanship, Holland has been able to build relationships that have kept customers coming back year after year. Holland Jewelers offers fine jewelry, appraisals, repairs, and custom designs that are one-of–a-kind pieces of art. All work is done on the premises, never sent out for repairs. Holland Jewelers houses state-ofthe-art equipment on the premises. “Our laser jewelry welder allows me to do so many repairs and projects that were not possible with a traditional jeweler’s torch. I can do fragile stones and not have to remove the stone itself from the setting,” said Holland. “We can even do things like eye glasses and costume jewelry, things we couldn’t touch before because the high temperatures would have melted or damaged the item. It really allows me to offer the best job at the best price.” Holland Jewelers offers individualized attention to all, from the $35,000 engagement ring to the $125 charm bracelet. Stop in and see for yourself the vast array of items, from pearls to glittering gold chains, crosses, bracelets and charms that fill the jewelry cases. You’ll also find colored gemstones from around the world in settings like rings, bracelets, pendants, and earrings, as well as estate items such as watches, pins and rings. Call 302-947-1200 for more information, visit online at www.hollandjewelersinc.com or stop by Tuesday through Friday from 9:30 a.m. to 4:30 p.m. or Saturdays, from 10 to 2.

Wilgus Associates, Inc. Since its beginnings in a one-room office in the Bethany Beach bowling alley, Wilgus Associates Inc. has grown into a "one-stop real estate center" with nearly 50 employees. David Wilgus is a partner in the business with his brother, Michael. David manages the insurance department, and Michael is the company president. "The business was started by our grandfather, William F. Wilgus Jr.," David said. "He worked for a small insurance agency in Dagsboro and was able to purchase it in 1945. "In the 1960s, real estate sales was added to the operation. In the '70s, summer rentals were added, and in the '80s, property management. We are a full service real estate business," he continued. As an independent insurance agency, Wilgus represents many of the leading companies in the industry. Products range from homeowners, auto, business, life, health, flood, boat and RVs to workman's compensation. Wilgus is actively involved in real estate sales, rentals and property management in Sussex County. David cited major challenges faced over the decades as the economy and the weather. The economy especially affects real estate sales and rentals. As for weather, many insurance companies are fearful of hurricanes, so that affects coverage of coastal properties. Being well diversified has helped the business endure through all kinds of storms. Given the chance, David would again choose the family business for his career. "I've been employed at Wilgus for 28 years, and my brother, Michael for 32 years. It's challenging, but we both would make the same choice again," he said. The organization and its staff are very active in community affairs, and several of the agents have been honored in the insurance field. Whether you are looking for a new home, a vacation rental or any of a variety of insurance products, you'll find a friendly agent ready to help you at one of three offices: 32904 Coastal Hwy., Bethany Beach, 210 W. Market St., Georgetown or 1520 Savannah Rd., Lewes. Call 302-5397511 or 800-441-8118. Or, for more information, visit www.wilgusassociates.com.

Business Report | August 2013

Horty & Horty, P.A. Horty & Horty, P.A., is a full-service certified public accounting firm with offices in Wilmington and Dover. Established in 1971 by brothers, Jim and Peter Horty, the firm was founded with the objective of serving the closely held and family-owned business community, while maintaining a philosophy of helping clients to succeed. Starting out in Jim Horty’s home, the firm gained momentum, relocated several times, added a third shareholder, Rick Newnam, and continued to flourish. By the time the firm settled at 29 Hill Rd., Wilmington (its address for the next 26 years), the staff and client-base had grown significantly. Having found its niche in providing service to closely held businesses within many industries, the firm grew to serving not-for-profit organizations and governmental entities within the region. Jim, Peter and Rick have since retired from the firm, and Doug Phillips, one of five present shareholders, is now president and managing director. Having been with the firm for 30 years, he asserted that Horty has stood the test of time by always putting

Business Report | August 2013

clients first. “Jim always taught me that half the business is getting to know your clients, understanding their needs and being able to meet their business goals. Any CPA firm can prepare a tax return, but we like to go above expectations and be more than just a tax preparer; we want to be a trusted advisor.” That’s not to say that Horty & Horty hasn’t faced challenges. “One of the biggest challenges is finding and retaining talented people. This is an issue for any business, but especially within the CPA field. Some firms tend to be a training ground for people coming out of college with an accounting degree. Once they get certified and gain some experience, they tend to go off to something outside of the public accounting arena,” Phillips explained. However, he enjoys the work. “I never wanted to do anything else,” he said. “I like what I do. Sure, it can be hard work – especially in the early phases of your career – and challenging, but the variety of it has been a great attraction and it keeps things interesting. I would definitely do it all over again.” While personnel challenges can come with running any business, dealing with unexpected and untimely changes to a firm’s dynamic can have a huge impact. A year

ago, Tom Gilligan, a senior shareholder of the firm, suddenly passed away. “I knew Tom for 28 years; he was an integral part of the firm,” Phillips said. It was a shock that shook the entire firm. Not only was there the personal aspect to deal with, there was a challenge to transition clients unexpectedly and continue with Gilligan’s work while still in the grieving process. “But, we have good people in our firm,“ Phillips said. “They stepped up and got it done. I believe we were successful in serving and transitioning Tom’s clients with as little impact as possible. Although we're still feeling the effects, more emotionally than anything, we have to adjust and move forward.” That’s what Horty & Horty did, taking the opportunity to get a fresh start by moving to new offices and making some changes to take the firm onwards and upwards. Today, the firm has eight employees in the Dover office at 3702 N. DuPont Hwy., 20 in Wilmington at 503 Carr Rd., Ste. 120, and the experience and resources to assist with nearly every aspect of a company's finances and operations. Contact Horty & Horty, P.A., to see how the experts there can help your business grow. Call 888-968-7168 or visit www.horty.com.

Security Instrument Founded in 1960, Security Instrument Corporation is a full-service operation with 95 full-time employees providing life safety, security and associated support services. Headquartered in Wilmington, with a full-service operation in Milton, the company offers a full complement of services including residential and commercial installation, project management, professional design and CAD services, testing and inspections, and 24/7 service and support. While others either operate or subcontract their monitoring services from out-of-state facilities, Security Instrument owns and operates its own local, state-of-the-art, UL listed, Factory Mutual Approved, Central Station Monitoring Center, enabling staff to provide responsive, personalized services directly, delivering an

authentic one-stop solution for all of your security and life safety needs. Security Instrument represents a full line of products from top manufacturers including intrusion and fire detection, access control, intercom and the latest in high definition IP-based closed circuit video. With the latest technology you can control and manage your system from anywhere. You can arm or disarm; control lights, temperature or door locks; and receive notifications, all from your cell phone. Remote video services allow you to view live or recorded video and even receive emailed video clips of events as they occur. Security Instrument also offers remotely hosted cloud-based video and access control services, enabling its clients to manage their systems from anywhere using a standard web browser via the Internet. Security Instrument serves a diversified clientele from private residences

and small businesses to state-operated facilities, school districts, college campuses, and large regional and international corporations including Wilmington Trust Company, Artesian Resources, Astra Zeneca Pharmaceuticals, and the DuPont Company. The company is a longstanding member of the Better Business Bureau and currently maintains an A+ rating. Security Instrumentsâ&#x20AC;&#x2122; goal is not only to furnish the latest technology from top manufacturers and a high quality installation, but also to deliver the highest level of service and support required to extend the useful life of your system. If you would like to work with a company that has stood the test of time, Security Instrument would be delighted to discuss your security and life safety requirements. For more information, call (800) 244-2261, or visit online at www.securityinstrument. com.

Next Month

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302-629-9788 sales@mspublications.com

Business Report | August 2013

The Insurance Market The Insurance Market dates back to 1900, when the Marshall Pusey Agency was formed in Laurel, Del. James F. Hartstein purchased the agency in 1974 and changed the name to The Insurance Market. He had worked in the industry for a number of years before the purchase. With six employees, he operated out of the downtown Laurel office before purchasing premises of his own, a former Tastee Freez building. Since then the agency has grown to five locations with about 40 employees. Offices are in Laurel, Millsboro, Rehoboth Beach, Milford and in Salisbury, Md. “Over time, we bought and merged with many agencies,” said Steve Hartstein, present co-owner of the agency with his brother, Jim. Their sons comprise the third generation in the family-owned and operated business. Steve explained that agency owners seeking to sell their business or retire want to know the people they are selling to. “Our reputation is well-known. They only sell to an agency they trust.” His son, Stephen, who is a commercial insurance risk advisor with the company, noted, “Clients become family.”

Business Report | August 2013

Buying and merging is always a challenge, particularly when there are a number of employees involved. Other than that, and opening new offices, such as the one in Salisbury, there haven’t been major challenges through the years, Steve said. “We’ve been pretty lucky in that respect.” It helps to have talented family members involved in the business. Jim’s sons, Jim and Andy, work out of the Salisbury office. Steve’s wife, Debbie, is also a dedicated team member, as are other family members who aren’t in management. The Insurance Market handles three categories of insurance. The first is personal - homeowner, auto, motorcycle, recreational vehicle, or anything non-business related that needs insurance. Then there’s a division called “IM Financial” which includes life, health, disability and annuities. That department is under the charge of Matt Parker, Jim’s son-in-law. Another department takes care of all types of insurance for business: general liability, commercial auto, commercial property, worker’s compensation, bonds and group benefits such as group life or health insurance, long-term disability or setting up a 401K.

After 113 years, The Insurance Market still operates on a handshake. “We have every genre from a handwritten note to a request for everything in pdf,” Stephen said. His son added, “If there have been challenges, it’s been technology — being in Sussex County and being ahead of the curve.” All records are accessible from any office via the Internet, he continued. “We’re on Facebook, Twitter, LinkedIn... Some companies are on the forefront of new social media and other are banning it,” Stephen said. Steve recalled, “My father bought everyone a computer in 1980, when they were just coming out.” But when you have a claim, when you don’t know what to do, you don’t have to turn to a computer or some stranger in a far-away state (or country). “When you need us we are right there ready to help,” Steve continued. “That’s the difference when dealing with a local, independent agent. If we didn’t do things correctly we wouldn’t have been here as long as we have.” When you need a local agent you can trust, turn to The Insurance Market. Call 800-999-7518 or visit the website: www. insurancechoices.com.

Karins and Associates Karins and Associates, a full service consulting firm that provides civil engineering, planning and surveying services in Delaware, Maryland and Pennsylvania, is celebrating 40 years in business. Founded in 1973 by Uldis Karins, then a county engineer for New Castle County, Karins and Associates has offices in Newark and Seaford. With a certified staff of professional engineers, professional land surveyors, survey crews and designers, Karins and Associates offers a full service engineering solution for any project. The firm specializes in land development infrastructure engineering, surveying, public works improvement projects, construction services, water resources engineering, feasibility studies/land planning and conceptual development plans, transportation and traffic engineering studies. According to Dev Sitaram, PE, president of Karins and Associates, “We are among a small group of professional services firms that were founded in 1973 that are still thriving in 2013. There have been a lot of changes to the

engineering profession over the years and we have been able to adapt to the changing times and market conditions. We owe our gratitude and thanks to our loyal clients, our exceptional staff, our network of supporters and friends that have sustained us for these 40 years.” The firm has been involved in landmark construction projects including large residential communities such as Limestone Hills, Brennan Estates, Frog Hollow Golf Course and Residential Community, and the Master Planned community of The Village of Bayberry, as well as commercial centers such as, Concord Plaza, Center Pointe Plaza, Limestone Shopping Center, and Camden Town Center to name a few. The firm has also provided survey support services for many large public works projects such as DelDOT’s I95/SR1 Interchange, Churchman’s Crossing and U.S. Route 301. The current management team includes Dev Sitaram, PE, John Johnson, PLS, Tim Anderson, PE, Ken Reynolds, PLS, and Jim Curran, PE. For more information, contact Dev Sitaram, PE, at 302-369-2900 or visit www. karinsengineering.com.

DCF welcomes new gifts administrator

The Delaware Community Foundation welcomes Calisa Emerson as gifts administrator. Emerson graduated with an accounting degree from Delaware State University in May 2012. She is now pursuing her master’s degree in business administration with a concentration in finance. “We’re very fortunate to have Calisa join the DCF team,” DCF President and CEO Fred Sears said. “Her skills will be an asset as we manage gifts from an evergrowing group of generous donors.”

Diehl joins SCAOR

The Sussex County Association of Realtors (SCAOR) is pleased to announce the hiring of long time journalist and near lifelong Sussex County resident James Diehl to the newly formed position of public relations/marketing coordinator. The new position and hire allows SCAOR to further its mission of public awareness and communication within the communities it serves in southern Delaware. Diehl began his new position on July 10. Diehl brings many years of experience in the local media, including at the Daily Times of Salisbury and managing editor stints at both the Sussex Countian and the Sussex Post. He has also worked in the public relations department at Delaware Technical & Community College and most recently completed a two-year stretch as media relations manager for the Southern Delaware Tourism office. He has won several awards for his writing and design efforts over the years, and is also the author of two locally focused books – “Remembering Sussex County” and “World War II Heroes of Southern Delaware.”

New chairman of the board for Red Cross

Law will address workers comp medical costs Following a review by the Workers’ Compensation Task Force, created with the support of Governor Jack Markell and led by Lieutenant Governor Matt Denn, the Governor signed House Bill 175 to implement the group’s recommendations. The law will place tighter controls on workers compensation medical costs, while improving the state’s workplace safety program and more effectively encouraging injured individuals to return to work. The Task Force was established to address the dramatic increase in Delaware’s workers compensation premiums over the past two years, after four consecutive years of decreases that totaled over 40%. HB 175 passed the Senate 21-0 on June 19 after passing the House on June 6 (39 yes, 2 absent). Created by House Joint Resolution 3, the Workers Compensation Task Force was created on Jan. 30, 2013, by the Delaware General Assembly and the Governor, and charged with an expedited review of Delaware law relating to workers compensation, the impact that the 2007 amendments to that law had upon workers compensation premiums, the reasons for recent increases in workers compensation premiums, and whether any additional changes to statutes, regulations, or practices are required to control growth in premiums. The task force’s recommendations fall into four areas: 1. Place tighter controls on workers compensation medical costs. These recommendations include a two-year inflation freeze on the fee schedule for medical treatment of workers compensation recipients, a permanent reduction in the inflation rate allowed for hospital treatment of workers compensation recipients, and reductions in allowed reimbursements in a variety of medical categories. 2. Ensure that insurance carriers’ requests for rate increases receive a high level of scrutiny. These recommendations include the retention of a part-time attorney to represent businesses during the workers compensation rate-setting process, and a system to ensure that insurers are diligently enforcing the state’s medical cost controls. 3. Make the state’s laws encouraging injured workers to return to work more effective; and 4. Improve the state’s workplace safety 34

Business Report | August 2013

Penuel Sign Company Penuel Sign Company, based on East Trap Pond Road in Georgetown, has been serving Sussex County and surrounding areas with electric signs and awnings, routed and carved signs, banners, vehicle graphics, digital printing, logo design, business cards and more for more than 50 years. Established in 1961 by Donald "Don" Penuel, Penuel Sign Company carries on his traditions, enhanced by today's technology, to provide clients with state-of-the-art signs and creative designs that give you the best value in your advertising budget. From design to completion, Penuel Sign Company will produce a project that will get you noticed, set you apart from your competitors and help to establish a stronger presence in your market place. The craftsmen there are always striving to deliver your project as specified in a timely manner. To request a sign estimate or talk to a personal design consultant about creating a logo design or enhancing your company's image, call 856-7265. To view the company's portfolio, visit www.penuelsigns.com.

program to both increase its usage and ensure that is accurately determines which workplaces are using appropriate safety practices. Additionally, the General Assembly accepted the task force’s suggestion that they be kept in existence on a temporary basis, both so that it can consider some issues that it did not have time to discuss during the short time that it had to make recommendations, and so that it can monitor the impact

of its recommendations and suggest stricter measures with respect to medical costs if necessary. If the implemented recommendations do not result in manageable increases in workers compensation premiums, the task force believes that more significant changes should be considered both with respect to the levels and methods of paying medical claims, and the system for calculating injured workers permanency and lost wage claims.

GUEST COLUMN

Are businesses crossing lines by tracking employees? By George Karonis Nearly 10 years after real-time package- and people-tracking went viral with the advent of GPS-enabled cell phones, small businesses face two big concerns. “One is expense. Small businesses, especially those still recovering from the worst recession in modern history, can’t always afford to provide their employees with GPSequipped smart phones,” notes location-based services specialist George Karonis, founder and CEO of LiveViewGPS, Inc., provider of Mobile Phone Locate tracking service. “The second issue is privacy. People generally don’t want their employer to be a ‘big brother’ boss who can track their every move. It’s not because they’re doing something they shouldn’t, but because it invades their space, and the information could be misinterpreted or misused.” But employee tracking has plenty of obvious benefits to small business owners: • Provide baseline information. It gives businesses solid data to analyze for initiatives such as improving efficiency. Businesses with lots of workers in the field making deliveries or service calls can optimize routes and schedules. • Improve customer service and satisfaction. Tracking helps a business tell people waiting somewhere for a delivery or service exactly where their package or service-person is and how long the wait will be. • Improve response times. On-site coordinators can re-route workers in the field to respond to unscheduled calls in the most efficient way possible. • Reduce costs. The greater efficiency provided by tracking helps lower costs by reducing both downtime and overtime. So how can businesses circumvent affordability and employee privacy concerns? One way is to accomplish both is to use a service that doesn’t involve extra equipment, including software, or a contract, Karonis says. “If you’re not loading apps or software onto someone’s personal phone, it’s less intrusive for the employee and he or she will be more willing to allow use of their own phone. There’s also no added drain on the battery, because there’s no app constantly running in the background, and no hitchhiking on their data plan or incurring a data charge,” he says. “If you make it non-intrusive employees won’t tend to feel that you’re invading their privacy.” Using a service that charges per location, with no requirement for a time-specific contract, is also more costefficient for the business, Karonis says. “For the small business that’s merely seeking to improve efficiency and customer service, constant tracking isn’t necessary.

That’s more appropriate in a situation where employers have large number of people constantly in the field, for instance, UPS. Or, employers who feel the need to monitor unproductive employees,” he says. There’s a growing backlash as the public is subjected to more and more stalking – from cameras mounted at traffic lights to social networking sites recording shopping habits and topics of conversation, Karonis notes.

About George Karonis George Karonis has a background in security and surveillance, and has specialized in location services since 2005. A self-professed computer geek, one of his chief concerns is balancing the usefulness of tracking with the protection of individuals’ privacy. He is founder and CEO of LiveViewGPS, Inc.

Business Report | August 2013

BUSINESS LICENSES BRIDGEVILLE Boone Jones, Angela; 412 Market St., Bridgeville; reconciliation purpose code Holman, David A., J&L Smokin’ Classics; 6 Ruddy Duck Ln., Bridgeville; retailer-catalogue & mail order house Michael Taylor; 12539 Seashore Hwy., Bridgeville; personal services-general repairperson CAMDEN Little Red’s Shuttle Service; 160 S. West St., Camden; taxicab/bus operator DELMAR Backyard Bar-B-Q; 501 N. Bi State Blvd., Delmar; retailer-restaurant Performance Powerwashing; 708 E. Jewel St., Delmar; professional and/or personal services Toomey, John, JT Service; 37939 Marsha St., Delmar; personal service-motor vehicle service DOVER Amari, Amir LLC; 510 Ann Moore St., Dover; retailer-dry goods & apparel B and D Contracting; 684 Forest St., Dover; contractor-residential Byler’s Stove Shoppe Inc.; 1368 Rose Valley School Rd., Dover; wholesaler-any products; retailer-various products; lessor of tangible personal property Dixon, Michael W. Sr., Dixon Lawncare; 334 Cantwell Dr., Dover; contractor-residential Dod Surplus LLC; 600 Chevron St., Dover; retailer-various products Edwards, Alyssa, Allie’s Pet Sitting; 2056 Zeklova Ct., Unit 2, Dover; professional and/or personal services Global Quakers; 1300 S. Farmview Dr., Dover; travel agency Herrera, Mary M.; 5 McBry Ct., Dover; professional and/or personal services Justice, George; 133 Roosevelt Ave., Apt. 4, Dover; reconciliation purpose code MB Sales LLC, Oreck Clean Home Center of Dover; 512 N. Dupont Hwy., Dover; retailer-various products Opus Management USA LLC; 28 Old Rudnick Ln., Dover; professional servicesincorporator Presbyterian Homes Inc., At Home Services Westminster Village; 191 Westminster Dr., Dover; professional and/or personal services Quantfinsoft Inc.; 9 E. Loockerman St., Dover; retailer-various products Ramos, Benita X.; 812 Townsend Blvd., Dover; professional and/or personal services Rootzion #LLC; 301A W. Loockerman St., Dover; professional and/or personal services Southern Delaware Implant and OR; 1001 S. Bradford St., Ste. 2, Dover; profes36

Business Report | August 2013

sional services-dental office Spay Neuter Clinic Inc.; 84 Salt Creek Dr., Unit 3, Dover; professional servicesveterinarian Studio Vesper; 114 Mifflin Rd., Dover; professional and/or personal services Surplus Acquisition Venture LLC, Government Liquidation; 600 Chevron St., Dover; retailer-various products White Jr., Pedro T.; 11 Barons Ct., Dover; reconciliation purpose code Winner Dover 1387, LLC, Winner Subaru; 1387 N. Dupont Hwy., Dover; motor vehicle dealer, wholesaler-transportation equipment GEORGETOWN Carr Holding Company LLC; 18897 Sand Hill Rd., Georgetown; personal servicemotor vehicle service College Park Retail LLC; College Park Dr., Georgetown; commercial lessor JT Home Improvement LLC; 18031 Deer Forest Rd., Georgetown; contractorresidential Rodas, Madelin J.; 25715 Mary Rd., Georgetown; reconciliation purpose code GREENWOOD First State Embroidery; 11012 Coon Den Rd., Greenwood; retailer-dry goods & apparel Trans. Compliance Resource Group, TCRG Consulting; 11278 Shawnee Rd., Greenwood; professional and/or personal services LAUREL Baynard, Tiffiney M., Pour and Kneady; 309 E. 6th St., Laurel; retailer-restaurant Garcia, Ana V., Honest Cleaning; 10073 Juniper St., Laurel; professional and/or personal services-unclassified Laurel Pet Emporium LLC; 11290 Trussom Pond Rd., Laurel; retailer-various products Moore, Ashley; 14968 Laurel Rd., Laurel; direct care worker Slavens, Brittney, Vanity Fur Pet Grooming Salon; 16930 Laurel Rd., Laurel; professional and/or personal services LEWES Henlopen Chiropractic and Acupun, Henlopen Chiropractic Center; 1520 Savannah Rd., Ste. 2, Lewes; professional services-chiropractor Jarrell, Charles W., Striper King Gear; 54 Bristol Hwy., Lewes; retailer-dry goods & apparel Raptis Enterprise LLC; 16192 Coastal Hwy., Lewes; retailer-various products Saltiel, John P., Novus Landscapes; 21180 Sand Dollar Trl., Lewes; contractorresidential Shifflett, Justin, Creative Remodeling;

141 Madison Dr., Lewes; contractor-residential Showing Solutions, Washed on Wheels LLC; 23654 Herring Reach Ct., Lewes; reconciliation purpose code Sunnyskz Plantscaping Inc.; 17217 MInos Conaway Rd., Lewes; professional and/or personal services Veronica O. Faust, P.A.; 800 Kings Hwy., Lewes; professional services-legal office Yang, Jae R., Jen’s Alterations & Cleaners; 34396 Tenley Ct., Unit 1, Lewes; professional and/or personal services MILFORD Eastern Shore Painters; 405 Wisseman Ave., Milford; contractor-residential Ephraim Investments LLC; 250 S. Rehoboth Blvd., Milford; motor vehicle dealer, wholesaler-transportation equipment Get Ready to Sell LLC; 3 Concord Rd., Milford; sales representative John C. Hewish; 3 Concord Rd., Milford; professional and/or personal services-unclassified Pro 31 Gifts; 201 Truitt Ave., Milford; retailer-various products Rest Y Tortilleria La Flor LLC, Luis Ramirez; 227 NE Front St., Milford; retailerrestaurant Tribbitt, Kristen; 2473 Canterbury Rd., Milford; reconciliation purpose code SEAFORD Ace & Son’s Company Inc.; 6169 Stefland Dr., Seaford; contractor-residential Alan O. Kent Land Surveying LLC; 9505 Sussex St., Seaford; professional and/or personal services Beard, Glenn V.; 25631 Rocky Rd., Seaford; reconciliation purpose code Conaway, Dawn P., Little Things; 24025 Snug Harbor Dr., Seaford; retailer-various products Delaaire LLC; 23058 Meadow Wood Ct., Unit 216, Seaford; retailer-various products Duhub Holdings LLC; 22949 Ross Station Rd., Seaford; reconciliation purpose code Rock & Roll Chiropractor of Seaford; 306 E. Stein Hwy., Seaford; professional services-chiropractor Rommel Cycles LLC, Rommel HarleyDavidson Delmarva; motor vehicle dealer, retailer-transportation equipment, wholesaler-any products, wholesaler-transportation equipment, professional and/or personal services, retailer-various products SMYRNA Jem Comfort Care; 386 N. School Ln., Smyrna; contractor-residential One Kenya; 56 Pebble Creek Dr., Smyrna; personal services-entertainment agent

BUSINESS DIRECTORY ACCOUNTING Horty & Horty, P.A. Doug Phillips, CPA, Cr.FA 302-730-4560 cpainfo@horty.com 3702 N. DuPont Hwy. Dover, DE 19901 ADVERTISING Morning Star Business Report Bryant Richardson 302-629-9788 302-629-9243 fax www.msbusinessreport.com sales@mspublications.com 951 Norman Eskridge Hwy. P.O. Box 1000 Seaford, DE 19973 ARCHITECTS & ENGINEERS Davis Bowen & Friedel, Inc. Randy Duplechain, P.E. 302-424-1441 www.dbfinc.com 23 N. Walnut St. Milford, DE 19963 BUSINESS ORGANIZATION Better Business Bureau of Delaware Christine Sauers 302-221-5255 302-221-5265 fax www.delaware.bbb.org info@delaware.bbb.org 60 Reads Way New Castle, DE 19720 CHAMBER OF COMMERCE Bethany-Fenwick Area Chamber of Commerce David Martin 302-539-2100 302-539-9434 fax www.bethany-fenwick.org info@bethany-fenwick.org 36913 Coastal Highway Fenwick Island, DE 19944

Central Delaware Chamber of Commerce Judy Diogo 302-734-7513 302-678-0189 fax www.cdcc.net jdiogo@cdcc.net 435 N. DuPont Hwy. Dover, DE 19901 Georgetown Chamber of Commerce Karen Duffield 302-856-1544 302-856-1577 fax www.georgetowncoc.com info@georgetowncoc.com 229 E. Market St., PO Box 1 Georgetown, DE 19947 Lewes Chamber of Commerce Betsy Reamer 302-645-8073 Toll Free 877-465-3937 302-645-8412 fax www.leweschamber.com inquiry@leweschamber.com 120 Kings Hwy., P.O. Box 1 Lewes, DE 19958 Greater Millsboro Chamber of Commerce Amy Simmons 302-934-6777 302-934-6065 fax www.millsborochamber.com info@millsborochamber.com P.O. Box 187 Millsboro, DE 19966 Milton Chamber of Commerce Georgia Dalzell 302-684-1101 www.historicmilton.com chamber@historicmilton.com 707 Chestnut St., P.O. Box 61 Milton, DE 19968

Rehoboth Beach - Dewey Beach Chamber of Commerce & Visitor Center Carol Everhart 302-227-6446 302-227-2233 ext. 13 302-227-8351 fax www.beach-fun.com carol@beach-fun.com 501 Rehoboth Ave. Rehoboth Beach, DE 19971 Greater Seaford Chamber of Commerce Paula Gunson 302-629-9690 302-629-0281 fax www.seafordchamber.com admin@seafordchamber.com 304 A High St. Seaford, DE 19973 EDUCATION Delaware Technical Community College Corporate and Community Programs Christopher M. Moody, Director 302-855-1665 302-858-5456 fax www.dtcc.edu/owens/ccp cmoody@dtcc.edu Jason Technology Center PO Box 610 Rt. 18, Seashore Highway Georgetown, DE 19947 University of Delaware Professional & Continuing Studies Tara Kee 866-820-0238 302-831-3292 fax www.pcs.udel.edu continuing-ed@udel.edu ENVIRONMENTAL CONSULTING Envirotech Environmental Consulting, Inc. Todd Fritchman 302-684-5201 302-684-5204 fax www.envirotechecinc.com info@envirotechecinc.com 26412 Broadkill Road Milton, DE 19968

FINANCIAL Bank of Delmarva Scott Rukowicz 302-875-5901 302-875-1766 fax www.bankofdelmarva.com srukowicz@bankofdelmarva.com 200 East Market St. Laurel, DE 19956 County Bank 7 Sussex County Locations 302-226-9800 302-226-3182 fax www.CountyBankDel.com 19927 Shuttle Rd. (Main Office) Rehoboth Beach, DE 19971 Del One Federal Credit Union 7 Statewide Locations Amy Resh 302-672-1492 302-739-1790 fax www.Del-One.org amy.resh@del-one.org 270 Beiser Blvd. Dover, DE 19904 Delaware State Police Federal Credit Union Stephen Cimo 302-856-3501 ext. 120 302-856-2539 fax www.dspfcu.com scimo@dspfcu.com P.O. Box 800 Georgetown, DE 19947 Seaford Federal Credit Union Seaford Branch Mary Adams 302-629-7852 302-629-9125 fax www.seafordfcu.com mary@seafordfcu.com Seaford Professional Center Rt. 13, Seaford, DE 19973

Business Report | August 2013

Seaford Federal Credit Union Dagsboro Branch Veronica Nhan-Nock 302-934-1774 302-297-0016 fax veronica@seafordfcu.com 30650 Dupont Hwy. Dagsboro, DE 19939 Sussex County Federal Credit Union Debbie Jewell 302-629-0100 302-629-0966 fax www.sussexcfcu.com djewell@sussexcfcu.com 1941 Bridgeville Hwy. Seaford, DE 19973 FUNERAL SERVICES Watson Yates Funeral Home Gary Yates 302-629-8561 302-629-7961 fax Front & King St. Seaford, DE 19973 GRAPHIC/WEBSITE DESIGN Dean Design Marketing Group Jane E. Dean 302-674-5007 302-229-3633 717-898-9570 fax www.deandesign.com thestudio@deandesign.com 13 Water St. Lincoln, DE 19960 Health Bayhealth Kent General Milford Memorial Pam Marecki 302-744-7013 302-735-3227 fax www.bayhealth.org pam_marecki@bayhealth.org 640 S. State St. Dover, DE 19901 Beebe Medical Center Kelly Griffin 302-645-3220 302-644-9032 fax www.beebemed.org kgriffin@bbmc.org 424 Savannah Rd. Lewes, DE 19958

Business Report | August 2013

Nanticoke Health Services Sharon Harrington 302-629-6611 302-629-3211 fax www.nanticoke.org harringtons@nanticoke.org 801 Middleford Rd. Seaford, DE 19973 INSURANCE Farnell & Gast Insurance Joe Gast, CPCU 302-629-4514 302-536-6257 fax www.averyhall.com jgast@averyhall.com dflood@averyhall.com 500 W. Stein Highway Seaford, DE 19973 IFS Benefits Patrick Fitzgerald Ryan Dunn Bob Sonchen 302-645-2356 302-645-5723 fax www.ifs-benefits.com 17527 Nassau Commons Blvd Suite 208 Lewes DE 19958 Lyons Companies David F. Lyons, Sr. David F. Lyons, Jr. Lew Harrington 302-227-7100 www.lyonsinsurance.com info@lyonsinsurance.com 19643 Blue Bird Lane, Unit 8 Rehoboth Beach, DE 19971

INTERNET SERVICE & WEB PAGE DESIGN Delmarva Digital Tim Smith 302-875-7700 302-875-8288 fax www.ddmg.net ddmg.netsales@ddmg.net 220 Laureltowne Laurel, DE 19956

JEWELERS

PORTRAITS

Holland Jewelers 302-947-1200 20750 John J. Williams Hwy. Peddlers Village Lewes, DE 19958 www.hollandjewelersinc.com

Portraits In The Sand Dave Koster 302-226-9226 302-226-8424 fax www.portraitsinthesand.com businessreport@portraitsinthesand.com 110 White Oak Rd. Rehoboth Beach, DE 19971

LEGAL Sergovic, Carmean & Weidman, P.A Attorneys At Law John A. Sergovic, Jr. Shannon D. Carmean Leslie Case DiPietro 302-855-1260 302-855-1270 fax www.scdelaw.com 142 E. Market St. PO Box 751 Georgetown, DE 19947 Law Offices of Karen Y. Vicks, LLC 302-674-1100 888-598-8890 kvicks@vickslaw.com 500 W. Loockerman St. Suite 102 Dover, DE 19904 OFFICE FURNITURE AMI Business Interiors Tom Woodstock 800-830-0801 302-226-0801 302-226-0302 fax www.archmktg.com archmarketing@comcast.net 123 Glade Circle West Rehoboth, DE 19971 PAYROLL SERVICE Payroll Professionals Jessica Amaty 302-645-5700 302-645-0395 fax payroll@1040pro.com 1636-D Savannah Rd. Lewes, DE 19958

REAL ESTATE Callaway, Farnell and Moore, Inc. 302-629-4514 302-628-8500 800-966-4514 www.cfmnet.com admin@cfmnet.com 500 W. Stein Hwy. 22128 Sussex Hwy. Seaford, DE 19973 Coldwell Banker Resort Realty Skip Faust 302-227-5000 office 302-745-8764 cell 302-227-3804 fax www.skipfaust.com skipfaust@hotmail.com 20184 Coastal Hwy. Rehoboth Beach, DE 19971 Long & Foster Real Estate, Inc. Tracey Espada 302-227-2541 800-462-3224 302-227-8165 fax www.longandfosterde.com 37156 Rehoboth Ave. Rehoboth Beach, DE 19971

Business Report | August 2013