September/October 2012
www.everydayvictories.biz
September/October 2012
Our Town Contents North County Incorporated
8 Thirty Outstanding Young Professionals will be Celebrated for Making a Difference in the Community 9 NCI Hosts 35th Anniversary Celebration
Greater North County Chamber of Commerce
10 GNCC Scholarship Bowl Raises more than $5,000 11 Garden Villas North hosts “Business After Hours” 11 GNCC Hosts Women’s Entrepreneur Night
NorthWest Chamber of Commerce
12 Mingle at the Mills Takes Off September 21 at NASCAR Speedpark 12 Fall Business Showcase to be Largest Yet 12 13th Annual Chili-Dog Golf Tournament 13 The Recipe for a Great Golf Tournament
VOL 3 / NO 5
Our Town is a Community News
publication. It is published every other month and direct mailed to 7,000 business executives in North and Northwest St. Louis county, plus online circulation. Online subscriptions are FREE and available at www.mycnews.com
by Brian Goldman
Maryland Heights Chamber of Commerce
For advertising information please contact:
14 Maryland Heights Chamber Seeks Nominations for Business Leader of the Year 14 Maryland Heights Chamber Announces Publication of 2013 Community Guide
Community News 2139 Bryan Valley Commercial Drive O’Fallon, MO 63366 636.379.1775 www.mycnews.com Publisher Robert Huneke Editor Shelly Schneider Staff Writer DeAnna Massie
5 Local Chamber of Commerce Award Thousands in College Scholarships
Contributing Writer Siddharth Kaul, MD, PhD, Neurology SSM Neurosciences Institute
by DeAnna Massie
U seful Tools for Stretching your Marketing Budget by Mark Bretz 1 3 Steps to Better Customer Service C alendar of Events
15 Migraine Headaches - More than Just a Bad Excuse! by Siddharth Kaul, MD, PhD, Neurology, SSM Neurosciences Institute
Photographer Ray Rockwell
16
Art Director/Creative Design Terrie Dehn, TJD Design Studio
17 18
Copyright 2012 Huneke Publications, Inc. No part of the publication may be reproduced in any form without the express written consent of the publisher.
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Local Chambers of Commerce Award Thousands in College Scholarships by DeAnna Massie According to the National Center For
analyzed, trends suggest that more
local organizations, can make up half of
Education Statistics (NCES), college is
students will need financial aid with
a student’s total financial aid package
expensive, and getting more expensive
each passing year. As the number of
and offer more to a student than a Pell
every year. Data reported in the NCES
students needing aid increases, along
Grant. A few thousand dollars may not
2007-2008
Postsecondary
with the average amount of aid needed,
seem like much when one considers the
Student Aid Study indicates that the
the available funds continue to decrease.
overall cost of education, but even the
average cost to attend a four-year public
In February, the U.S. Department of
smallest grant may make the difference
institution for one year can range from
Education reported to Congress that the
for a student struggling to cover that
$12,000 to $15,000 (10 years ago, the
number of students applying for Federal
first year of college.
average cost was 50 percent less per year).
Pell Grants had increased by 50 percent,
Private institutions are more expensive,
from 6.2 million in award year 2008-2009
with an average cost of $32,000 per year.
to an estimated 9.4 million in 2011-2012.
Some students choose to save money
The dramatic increase in need led to
by taking general education courses at
$8.5 billion in shortfalls, prompting the
a community college or other type of
Department of Education to request an
two-year school. Average cost per year
additional $28 million in funding to
at such an institution is a much more
cover the next year of $5,500 grants.
National
affordable $9,000, but students have to
Enter the local chambers of commerce and North St. Louis County, Inc. In addition
to
philanthropic
spear-heading missions,
countless
these
local
organizations dedicate a great deal of time and resources to creating, funding and presenting scholarships to local high school seniors. Maryland Heights
The NCES reports that the average
Chamber of Commerce, Greater North
take specialized classes at a university.
amount
an
County Chamber of Commerce and
undergraduate in 2007- 2008 year was
Northwest Chamber of Commerce raise
According to the same NCES report,
$12,740. Of that, $6,390 came from non-
thousands of dollars in scholarship
65.6 percent of undergraduates received
federally funded grants or scholarships.
money each year, and the out-of-the box
some type of financial aid in the
In other words, the merit and talent-based
fund-raising methods make scholarship
2007 - 2008 academic year. While more
scholarships provided by institutions,
events some of the most entertaining of
recent data has not been officially
along with scholarships earned from
the year.
At the Maryland Heights Chamber of Commerce, scholarship funding and awardee selection is overseen by the Philanthropic Commission. The primary fundraiser for the scholarship fund, or Education Foundation, is the Annual Holiday Gala. In a post-event statement following last year’s Gala, Executive Director Kim Braddy said, “Our members have provided when there are times of need, and since our scholarship fund has been depleted over the years due to the number of scholarships provided, our members have come forward to help once again.”
items or gift certificates. Additionally, corporate partners offer large donations to create scholarships for students entering particular fields. For example, Ranken Jordan Pediatric Specialty
Hospital has donated a large portion of a scholarship for a student who plans to study nursing, and Fred Weber has contributed to an engineering student’s
pay more to obtain a four year degree or
of
aid
received
by
MHCC Keeping the Education Foundation afloat is a tough task. To supplement proceeds from the annual Holiday Gala, the Philanthropic Commission organizes five monthly raffles for member-donated 5
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Continued On Page 6
Continued From Page 5
scholarship. Edward Jones is also a frequent and generous contributor to the education foundation.
in January to examine applicants and make their selection. “It’s a really difficult decision,” Braddy said. “These applicants are really top of the line students.”
The only step more challenging than raising the funds is selecting students. The Philanthropic Commission convenes
GNCC
Greater North County’s total contribution is a close second, with $40,000 awarded since the scholarship program began nine years ago. Greater North’s leading fundraiser is the Annual Scholarship Bowl. Corporations may sponsor teams, or individuals pay for themselves. At this year’s event, more than 90 bowlers competed, netting more than $5,000 for the chamber’s education fund. One hundred percent of Scholarship Bowl proceeds go to the education fund, but the chamber also incorporates smaller, informal fundraising techniques. “Piggy Banks are passed around at the membership meetings,” said President Carolyn Marty. “People can put in a few dollars, or more if they want. And that also goes into the scholarship fund.” Greater North County Chamber does not, however, own sole rights to “Pass the Piggy.” Northwest Chamber President/ CEO Brian Goldman said every chamber meeting features a round of visits from Porky and Petunia, the scholarship piggy banks. “We also do a 50/50 raffle at every meeting,” Goldman said. And, of course, much of the scholarship fund is provided by proceeds from the popular Mingle At The Mills, where local mayors compete at NASCAR Speedpark and visitors enjoy a wing cook-off and car show.
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Four to six scholarships, usually from $1,500 to $2,000, are awarded each year to local students. The total amount awarded varies depending on funds. Since the program began 10 years ago, the Education Foundation has raised and distributed more than $68,000.
NWCC
Northwest has a unique scholarship selection plan. Eight scholarships totaling $9,000 are awarded to area
students, but one additional scholarship is reserved for a family member of a chamber member. Maintaining one grant
for a member’s relative is another way the chamber rewards members for their service and honors their commitment.
While North County, Inc. does not operate a specific scholarship program, the organization actively works to support local schools and students in a variety of ways. North County, Inc. contributed to the development of an educational public relations plan to help promote and highlight the positive growth and
achievements of local schools. NCI supports the local autonomy of school districts and opposes legislative efforts to impose new restrictions upon the authority of local districts, supports legislation to improve the budgets for the University of Missouri-St. Louis and St. Louis Community College’s workforce
development programs, participates in the North County School/ Business Partnership and more. In a section of the President’s Report called “North County Education Excellence,” North County, Inc. reports on the progress and success of local students and schools.
Chamber scholarships are an incredible
eligibility for chamber scholarships.
The local chambers generate a tiny
opportunity
NCI
college-bound
Chamber newsletters, along with this
piece of that scholarship pie, but they
seniors. Because applicants are restricted
publication, will also post scholarship
work very hard to make available as
by district, the process is less competitive
information and application deadlines.
many scholarships as possible, so make
than state and national scholarship
According
County
sure to encourage local students to take
programs. Students who want to be
Education Excellence” report, more than
considered should check with their
$30 million in scholarships and grants
advantage of every local program for which they are eligible. END
guidance counselors to determine their
were awarded to area high school seniors.
for
local
to
www.mycnews.com
July’s
“North
Rebecca Zoll, NCI President & CEO Photo by Kent Miller Photography
Thirty Outstanding Young Professionals will be Celebrated for Making a Difference in the Community North County Incorporated, Regional Development Association (NCI), in partnership with Community News and Gateway Television News Network, has named this year’s NCI Salutes 30 Leaders in their Thirties Leadership Award recipients. This remarkable group of up-and-coming professionals and volunteers, all of whom are making a significant difference in the North County area, will be recognized at the NCI Salutes 30 Leaders in their Thirties reception at 11:30 a.m. on Friday, September 21, 2012 at Norwood Hills Country Club. The 2012 NCI Salutes 30 Leaders in Their Thirties Leadership Award honorees, which will be recognized for their remarkable contributions to their profession and community, are: Montize Aaron, Ed.D., Pattonville School District Elena Amirault, Hazelwood School District Jeff Appel, Edward Jones Joshua Baumann, Lutheran High School North Wesley Bell, St. Louis Community College - Florissant Valley Donny Carver, US Bank Mike Crossno, Vantage Credit Union Nyron Edwards, Ed.S., Hazelwood School District Lindsay Gallahue, Commercial Bank Andrew Harris, Hazelwood School District Amy Hawkins, Christian Hospital Keeley Hayes, SSM DePaul Health Center Julie Hercules, Incarnate Word Academy LaRenda Hutt, Riverview Gardens School District Bonita Jamison, Jennings School District Rodney Lewis, Ed.D., Ferguson-Florissant School District Megan Martinez, Missouri Veterans Home Melissa McGuire, Garden Villas North Justin Naber, Fred Weber Inc. Jennifer Roper, Ed.D., Hazelwood School District Krista Sherman, Special School District Jason Shupp, Ferguson Roofing Craig Szczuka, Falcon Service
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Michael Vernon, Florissant Police Department Elizabeth Wade, Pulaski Bank Kari Welker, Countryside Townhomes, LLC Sandy Wiley, Ed.D., Ritenour School District Melanie Wiginton, T&L Tree Service, Inc. Eric Winkles, Ferguson-Florissant School District Cornell Young, Both Sides of the 50 “North County has some amazingly talented young business, civic and community leaders who excel in their professions, as well as volunteer for area civic and charitable organizations,” said Rebecca Zoll, president/ CEO of NCI. “Through their work and volunteerism they are making a positive difference in our community. NCI Salutes 30 Leaders in their Thirties is our way of saying ‘thanks for your contributions.’” The public is invited to attend the NCI Salutes 30 Leaders in Their Thirties reception and luncheon on September 21. Reservations are required; the cost is $40 per person. More than 300 business, civic and community leaders attend this event each year. To make reservations, or purchase ad space in the event program book, contact the NCI office at 314.895.6231 or visit NorthStLouisCounty.com for more information. For the most up-to-date information about NCI find us on FaceBook at North County Incorporated Regional Development Association. North County Incorporated is a regional development organization, which acts as a catalyst to define and advocate economic and community development for North St. Louis County. NCI was established in 1977. The Board is composed of community leaders and business owners. Sandy Weber, vice president and district manager for U.S. Bank, is North County Inc.’s 2012 Board Chair.
S e p t e m b e r / O c t o b e r 2 012
North County Incorporated (NCI) held a 35th Anniversary Dinner and Silent Auction at Hendel’s Market Café and Piano Bar on July 22. This dinner was a kick-off to celebrate NCI’s 35 years of service to the North County community. Guests enjoyed great company and an elegant five-course gourmet dinner and wine-pairing.
NCI was founded in 1977 as an economic and community development advocacy organization that represents the 47 municipalities and unincorporated areas in North St. Louis County. Successful businesses of all sizes, chambers of commerce, neighborhood associations, individual professionals, residents, churches, hospitals, schools, law enforcement agencies and a variety
(Left to Right) Barbara Burke, Judge Dan Boyle - City of Florissant, Patrick Boyle, Jane Boyle, Jansen Thomas, former State Representative Gina Walsh and Councilwoman Kathleen Kelly Burkett – St. Louis County
(Left to Right) NCI President/CEO Rebecca Zoll with Event Chair, Chief Mike Gantner – Black Jack Fire Protection District
(Left to Right) Mayor Norm McCourt – City of Black Jack, Karen McKay, Jan Gantner and Event Chair - Chief Mike Gantner – Black Jack Fire Protection District
Cathy Bono of Delmar Gardens with guests
(Left to Right) Karen McKay and Lillie Dumas - Commerce Bank
(Left to Right) Carolyn Marty – Greater North County Chamber of Commerce, Matt Wade, Elizabeth Wade – Pulaski Bank, Carolyn Nimmons, Howard Nimmons – Nimmons Wealth Management, Mayor Tom Schneider – City of Florissant
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(Left to Right) Kim Bakker – SSM Health Care – St. Louis, Mark Wiley and Patty Gould – Pattonville School District
(Left to Right) NCI President/CEO Rebecca Zoll with owner, Christina Bennett, Hendel’s Market Café and Piano Bar
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of other institutions make up their membership. For the past 35 years NCI has connected the community, municipal and business leaders to collaboratively work toward positive growth and the sustainability of the North County community. For more information about the organization’s efforts on behalf of the region please visit NorthStLouisCounty.com.
Karen McKay and Alderwoman Shonté Harmon and Cornell Young
(Left to Right) Julie Wells, Carol O’Mara, Fletcher E. Wells II and Councilman Mike O’Mara - St. Louis County
S e p t e m b e r / O c t o b e r 2 012
North County Incorporated, Regional Development Association | northstlouiscounty.com | 314.895.6241
NCI Hosts 35th Anniversary Celebration
Carolyn Marty
Chamber Hosts Women’s Entrepreneur Night
GNCC President
Ladies night out
The Greater North County Chamber of Commerce recently hosted its first Women’s Entrepreneur Night at the chamber office. Twelve members who operate small independent businesses showcased their items and services. The guests shopped and networked while they enjoyed sampling wine and cheese.
Greater North County Chamber Scholarship Bowl Raises more than $5,000 More than 90 bowlers hit the lanes for a little friendly competition during the Greater North County Chamber of Commerce 2012 Scholarship Bowl on August 1 at AMF Dick Weber Lanes in Florissant.
which annually awards scholarships to area high school students.
Christian Hospital, City of Florissant, Attorney JoAnn Donovan, Northwest HealthCare, Paul Cerame Ford, St. Catherine Retirement Community, Stygar Florissant Chapel and Cremation Service, Valley Industries, Village North Retirement, Lutheran Senior Services, McClain Chiropractic Health & Injury, Handyman True Value Hardware, Trophy World, Community News and Independent News.
$5,000 for the chamber’s education fund,
Event sponsors included: Emerson Family YMCA, Ferguson-Florissant School District, Hazelwood School District, ITS Computers, Life Care Center of Florissant, The Lipton Group, SSM DePaul Health Center, Trinity Catholic High School, Zykan Family Partnership, Catering To You Banquet Center,
The team sponsored by Valley Industries show off
ITS Computers Team wins first place at the
Emerson Family YMCA staff members join in
their last-place trophies
Chamber’s 2012 Scholarship Bowl
the fun.
A team sponsored by ITS Computers came in first, while Valley Industries’ team finished last. The event netted over
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Garden Villas North hosted the Greater North County Chamber of Commerce “Business After Hours” on August 8 at the retirement community on Parker Road in Black Jack. Garden Villas also sponsored a fundraiser that evening to benefit Florissant Police Officer Mike Vernon. Executive Director Melissa Russell, her staff, and several other Delmar Garden facilities donated beautiful baskets for a silent auction. “Business After Hours” events offer chamber members and their guests a great opportunity to network in a relaxed setting while the host sponsor can showcase their facilities, products and services.
Enjoying the Chamber’s August “Business After Hours” are, from left to right: Board treasurer Craig Szczuka with Falcon Services, Vern and Betty Schmitz and Black Jack Fire Protection
Future “Business After Hours” include The Bridge of Florissant & Life Care Center in September, and Helfer’s Pastries & Deli Café in October. Look for more details on the chamber website at greaternorthcountychamber. com or call the chamber office at 314.831.3500.
District Fire Chief Mike Gantner. (Debbie Wright photo)
ssmdrs.com
Greater North County Chamber | greaternorthcountychamber.com | 314.831.3500
Garden Villas North hosts “Business After Hours”
Mingle at the Mills Takes Off September 21 at NASCAR Speedpark
Brian Goldman NWCC executive director
Fall Business Showcase to be Largest Yet More than 50 businesses will display their services and goods at the Northwest Chamber of Commerce Fall Business Showcase on September 13. This year’s event will take place at Harrah’s Casino and Hotel. Set-up begins at 9 a.m., and the Showcase will be open from 10 to 11:30 a.m. Come for the Showcase, stay for lunch! During the lunch break members will be treated to a very special monthly
Northwest Chamber of Commerce is very excited to announce the 9th Annual Mingle at the Mills. Citizens and chamber members from all over North County will gather from 4 to 10 p.m. on Friday, September 21 for live music, charity and raffle go-kart races, food and games. This year’s event will, of course, include a display of classic and hot rod cars at the Car Cruise. And don’t forget the Mayor’s Challenge Cup, where North County mayors will face off at NASCAR Speedpark to claim the championship title. Proceeds from The Mingle, one of the most anticipated events of the year, will benefit area charities, the Chamber Scholarship Fund and the Northwest Chamber of Commerce.
luncheon at the Voo Doo Lounge. The Showcase will reopen at 1 p.m. and close at 2:30 p.m. Although this year’s Showcase has room for more than 50 booths, spaces are filling up quickly so register today at northwestchamber.com The Fall Business Showcase is sponsored by Bommarito of Hazelwood and Simploy.
13th Annual Chili-Dog Golf Tournament Registration is open for the Northwest Chamber of Commerce’s 13th Annual Chili-Dog Golf Tournament. This year’s contest will be held on Friday, November 2 at The Golf Club of Florissant. Registration begins at 10 a.m., and the Four Person Scramble kicks off at 11 a.m. with a shotgun start. Registration is $75 per golfer ($300 per team) and includes 18 holes of golf, lunch and the use of a cart. Don’t forget the hot dogs and chili dinner at the
For more information call 314.291.2131 or visit northwestchamber.com.
July 2012 New Members
Pictured: Brian Goldman-NWCC President, AJ Reese-Konica Minolta Business Solutions, Larry Brown-Just to Travel, James Cohen-Overland Sears Hometown Store, Dr. Robert Andel-Smart Pain Solutions, Sarah Ruffatto-Olneya Restoration Group, Brian Douglas-One Way Construction, Harry Lively-Simploy, Scott Polermo-A Skeetz Production, Larry King-Metro Shooting Supplies #2 Indoor Range & Training Academy, Mark Evans-Premier Rentals, Paul Winston-T-Mobile Bridgeton
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end of the day. Sponsorships are also available, including hole sponsorships for $75, dinner sponsorships for $250 and scratch- off sponsorships for $100. Businesses and individuals are also invited to donate prizes for the tournament raffle. Registration forms may be found at northwestchamber.com or the Northwest Chamber office: 11965 St. Charles Rock Rd., Ste. 203 in Bridgeton, Mo.
August 2012 New Members
Pictured: Brian Goldman-NWCC President, Jennifer Gilliland-ZZone, Denise Richards-Candlewood Suites, Kathy & John Lovelace-Aflac, Scott Pope-RBO Logistics, Pat Hawn-Market Volt, Adam Madden- Mira Digital Publishing, Vicki CzechMississippi Valley Regional Blood Center, Kathy Witzke-Fifth Third Bank, Jerry Hart, Valley Industries, NWCC Board Chairman
S e p t e m b e r / O c t o b e r 2 012
by Brian Goldman, NWCC executive director I was once told that most cakes have the same ingredients, but it comes down to the recipe and putting those ingredients together that make the cake something special. The same thing can be said about a golf tournament. Most tournaments have the same basic ingredients, but it is how a tournament comes together that makes it special. The Northwest Chamber of Commerce recently put its recipe together for the 26th annual Golf Classic…and it was definitely something special.
golfers (key ingredient) were asked to come up to the 18th green with a putter and a golf ball. At noon, a low-flying helicopter began circling over the 18th fairway and green. We sold raffle tickets and every ticket had a number that corresponded with a golf ball. We worked it out with the golf course to put a flag and cup in the 18th fairway near the green. As the helicopter circled over one more time, adjusting speed and height, it dropped 150 numbered golf balls and the ball that went in the hole (or closest to it) was worth $500. Congratulations to Guy Tinker with ITS Computer Services for winning the helicopter ball drop raffle.
The first thing you need are a couple quality co-chairs like Cindy Bates (Bates CPA) and Terry Milam (city of St. John). Now mix in a great committee to work under them: Bob Aubuchon (city of Hazelwood), Donna Bell (Bates CPA), Tammy Durbin (Kelly Services), Naomi Francis (Choices Catering), Al Heinermann (IESI Waste Services), Donna and Steve Hewkin (Hewkin Auto Body), Steve Krazl (U.S. Bank-Bridgeton), John Pecher (Fastsigns of Bridgeton), Karen Penning (FedEx Ground), Jim Richmond (St. Johns Bank & Trust), Alicia Rundle (NASCAR Speedpark), and Tina Herrmann and Jessica Young (Northwest Chamber of Commerce).
With everybody on the green to watch, we had them mark their golf balls and circle the green for the putting contest. The putting contest is an important ingredient for any golf tournament, but is usually a challenge because it lasts all day. We changed that. The course put the flag dead center, and with everybody on the green, we counted off “1, 2, 3, PUTT” and all 132 golfers hit at one time. It was definitely a sight to see! When the dust cleared, there were two balls in the hole. A quick putt off, and congratulations to AJ Reese from Konica Minolta for winning the Putting Contest. To everybody’s enjoyment, the contest was fun to be a part of, it was over quickly and with a start like that to our tournament, the recipe was shaping
All of these people contributed to the recipe and things started to come together. One of the most important ingredients in our recipe was the beginning of the tournament. All 132
up to be an amazing day. Another key ingredient is all of the sponsors. Presenting Sponsor–Allied Waste Services, A Republic Services Company. Birdie Sponsors–IESI, Panattoni, US. Foods, and Mattingly’s Sports Bar and Grill. Contest Sponsors–Breakthrough Pain Relief Clinic, Montgomery Bank, Schaefer Auto Body and Southern Illinois University Edwardsville. Putting Contest Sponsor–Ferguson Roofing. Hole in one Sponsor–Bommarito of Hazelwood. Dinner Sponsor–Westport Plaza. Concession Sponsors–Bates CPA – Lynchburg Lemonade & Hewkin Auto Body – Margarita stand. Beverage Cart sponsor–T & L Tree Service. Now add in all of our hole sponsors and this recipe is almost complete. Please visit www. northwestchamber.com for a full list of hole sponsors and great pictures – too many to list or show here. Another key ingredients is a beautiful place to play, and Innsbrook Resort Golf Course stepped up and went above and beyond. The course was in great shape, the weather was beautiful, and the meal was delicious. Finish off with a silent and live auction, award cash prizes for our winners and this recipe is perfected and went down smooth and easy. If you want to taste a piece of it, join us next year for the 27th Annual Golf Classic on June 3.
Helicopter drop
Putting contest
Fletcher Wells II gets in the spirit with a stylish grass skirt.
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Northwest Chamber of Commerce | northwestchamber.com | 314.291.2131
The Recipe for a Great Golf Tournament
Kim Braddy MHCC President
Maryland Heights Chamber Seeks Nominations for Business Leader of the Year The Maryland Heights Chamber of
recognize
Commerce will host its 6th Annual
demonstrated
Business Leader Awards Ceremony on
commitment
business
award nominations. If you know of
Wednesday, November 28 at Harrah’s
community. This event also showcases
someone who has demonstrated an
Casino and Hotel. Registration begins at
our city’s business achievements and
exceptional commitment to excellence
7:30 p.m. and the ceremony will begin at
overall excellence.
and outstanding business leadership,
8 p.m.
individuals an to
who
have
outstanding our
However, help is needed to identify
The Business Leader of the Year Awards
those
ceremony is an opportunity to
be honored at this year’s ceremony.
individuals
who
deserve
to
The Maryland Heights Chamber of Commerce
is
currently
accepting
please consider nominating him or her for this prestigious honor. Nominations forms and additional information may be found at mhcc.com.
Maryland Heights Chamber Announces Publication 0f 2013 Community Guide The Board of Directors and staff of the Maryland Heights Chamber of Commerce are pleased to present the 2013 edition of the Chamber’s Community Guide. The Chamber’s Community Guide offers an overview of resources available through the city and chamber of commerce. In the directory portion of this guide, users will find local businesses and individuals ready to attend to their needs and provide them with quality goods and services. Printing will begin in late 2012 for January 2013 distribution. To learn more about the chamber and the benefits and services it offers, or to get your business’ name in the guide, please call 314.576.6603 or visit mhcc.com. Maryland Heights Chamber hopes users will find the directory to be useful and encourage all to patronize the members and the businesses that supported this publication and the community. 14
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Migraine Headaches – More than Just a Bad Excuse! by Siddharth Kaul, MD, PhD, Neurology, SSM Neurosciences Institute lights, tingling, numbness and nausea.
Elvis “The King” Presley, Whoopi Goldberg, Scotty Pippen, General Ulysses Grant, Sigmund Freud and Thomas Jefferson were great personalities, and they all had severe, debilitating migraines. It is also a fact that more than 20 percent of people will experience the same in our lifetime.
Why worry about a headache? Pain is a symptom, not a disease. When you have a headache, your brain is telling you something is wrong. While most headaches are painful but not life threatening, a small majority of them can signify something sinister like tumors, aneurysms and impending strokes. These can get missed if not investigated thoroughly, especially in migraine sufferers.
Migraine headache is the perception of distress in the neurons and blood vessels that make up the brain. What triggers this distress is still debated, but most scientists believe that is is a response of your brain to harmful chemicals released by the body in times of stress leading to a slow wave of “short circuiting” neurons in the brain. The brain has blood vessels that rely on these nerves to function properly. When they shut down, they cause the blood to engorge, resulting in the sensation of pain.
When should you seek treatment? Everyone knows his or her own body better than anyone else. See a neurologist for headache management if you have any of these issues: • Sudden change in type or number of headaches • Change in location of headaches • Over-the-counter help anymore
Headaches hamper our ability to function, exacerbate our anxiety and disrupt our lives. There is no test for migraine headaches, and no definite symptoms to signify the disease. Symptoms can vary from a feeling of pressure in a band around the head to more concerning visualization of bright
medications
don’t
• You make frequent visits to the ER because of headaches • Headaches are affecting your personal AND professional life What can you do about headaches?
get headaches. Do they occur at the beginning of your periods, more in the summer or winter, morning or evening, etc. • Find “triggers.” Keeping the diary will help you identify events that trigger headaches, like exercise, weightlifting, or foods. Going hungry can often trigger migraine headaches. • Sleep. Lack of sleep, bad sleep habits and broken sleep patterns cause headaches • Stress. While stress is an unavoidable string in the fabric of life, it can be modified to help your headaches. Exercise and planned leisure activities can reduce life’s burdens and improve headache outcomes. While there is no one medicine that cures headaches, the options are numerous with more being developed each day. Treatment is usually initiated as soon as indicated, and 80 percent of migraine headaches can be effectively controlled by lifestyle modifications and daily medications. Migraines should not dictate your life. You can take control and your neurologist will help you quickly and safely. END
• Keep a headache diary. Note when you
13 Steps to Better Customer Service You’ve probably heard that most — 75 to 95
customer service:
percent of small businesses, depending on
2. Smile. Seems too simple, doesn’t it? Well,
the source — fail within the first five years.
1. Be a good listener.
Sure,
questions and concentrating on what the
economic
competition
for
turbulence, customers’
identify your customers’ needs by asking
fierce
dollars
Take the time to
or
customer is really saying. Use what Bill
offering the wrong product in the wrong
Clinton’s staff called his big ears, not just
place at the wrong time have a lot to do
listening but absorbing the customer.
with this staggering failure rate. So does
Make eye contact, nod, jot down a note. Ask
something so basic many small business
clarifying questions when the customer
owners overlook it: customer service.
is finished speaking to get more details. Don’t interrupt! Listening doesn’t work
Ask any veteran salesman, and he’ll tell you:
when your mouth is moving. Listen to their
People don’t buy products. They buy good
words, tone of voice, body language and
experiences, good feelings, good solutions. Most customer needs are emotional, not logical. So the more you know about what pleases customers, the better you become at anticipating their needs. Here
are
13
lucky
tips
for
better
the simplest things are often the hardest. In today’s fast-paced world, a smile can make a huge difference. It may not seem terribly scientific, but try not smiling at your customers for a couple of days and see what happens. This is all really a matter of perception: When people smile at us, we perceive we’ve had a much better experience even if it was mediocre. Customers
like
to
be
treated
like
they matter.
most importantly, how they feel. Beware of
3. Be courteous.
Ah, those simple words
making assumptions — thinking you know
we
kindergarten:
what the customer wants. Do you actually
“Thank you” (and, of course, “Yes, Mom.”)
listen to find out what the problem is and
Now just add “May I help you,” “How are
what solution the customer would like,
you doing today,” “Is there anything else
before you try to resolve the situation?
I can do for you,” “How did you find your
Maybe they just need to vent.
service experience today.” Courteous phrases
learned
in
“Please,”
Continued On Page 17
15
Our Town
S e p t e m b e r / O c t o b e r 2 012
Useful Tools for Stretching your Marketing Budget Smart marketing need not be expensive by Mark Bretz Who cares about your business more than you do? Who knows what you do or what services you provide? Who are the customers most important to you? These are simple questions that provide a solid foundation for any successful enterprise. Given that you’ve worked hard to produce a product that you believe will have appeal to a certain segment of the public, how do you go about reaching those prospects? Whether you’re just starting out in business or have been around for 50 years, the laws of supply and demand rule the marketplace. Chances are you’re in a business that has competition, so you need to fashion a plan to underscore your identity in a way that isn’t prohibitively expensive. Fortunately, with the increasing flexibility and maneuverability of the Internet, coupled with relationship skills, you can stimulate awareness of your company and your services in a cost-effective manner. commercebank.com
Welcome To Whirlpool® Home Appliances
These days, prospects looking for a particular service routinely will go online to see what companies offer to differentiate themselves from their competition. A quick visit to a company’s website enables a potential customer to review what your business has to offer in relation to others in your line of work. If you have a website up and running, maintaining it to appear clean and direct is important. Your site can be compartmentalized to include information about pricing, the range of services or products you provide, testimonials from satisfied customers and brief biographical sketches of key company personnel. Make sure you provide contact information as well, usually a phone number and an email address along with your address and simple directions to your business. Take advantage of free social media sites, also. LinkedIn often is utilized by professionals and businesspeople seeking to contact other professionals with news about their services. The service provides a number of possibilities, including updates about seminars, meetings, etc. that may have relevance for your company. It offers daily updates about its members, where you can post the latest news about your business, personnel, services, etc.
KEEVEN APPLIANCE Sales Service Parts 90 Days Same As Cash
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Facebook is another free service that is becoming more and more of a business tool. Companies and individuals routinely will post new events, sales, products, etc. for potential customers to check out on a Facebook site. This enables a marketer to get out the word about anything that may have interest to prospects as well as regular customers. Other services such as Pinterest and Twitter are set up as sounding boards for a business or person to tout the latest Continued On Page 19
Continued From Page 15
are phrases of welcome. But courtesy also
found what they’re looking for. They didn’t?
employees to help you analyze how your
extends to actions. Walk your customers to
Next time they might if they like you.
policies, practices and processes could be
the item they asked about, get them a cup of
7. Know how to apologize.
coffee while getting yourself one.
When
something goes wrong, apologize. Customers
more customer-friendly. This is one of the most important things you can do to keep employees engaged and inspire them to
4. Get in touch with your customers’ reality. We often see this in politics, when
like it. The customer may not always be
we accuse elected officials of being out of
or you lose. Don’t be angry or defensive;
touch with reality. Bad customer service is
make it easy for customers to complain.
almost always a result of being out of touch
Yes, it is hard to say “It’s my fault.” Who
with customer reality. Again, it’s so simple
wants to admit fault? But those three words
it’s often hard to grasp: Customers like to
are going to make your angry customers
be treated like they matter. Do you have an
much
automated recording telling customers that
admitting fault is a strict no-no that can
11. Fix it! When customers have a problem
their call is important to you ... so important
get you sued. Nonsense. The way to avoid
and you fix it, they’re actually going to
that you keep telling them this over and
getting sued is not to have people mad at you
be more satisfied than if they never had
over that by the time they reach 10 minutes
in the first place.
a problem in the first place. Helping a
right, but the customer must always win
on hold, it actually becomes insulting for
happier.
You
may
think
8. Give more than expected.
them to be told that they’re important...
that
Since the
future of your company lies in keeping
when they obviously aren’t? This leads
think — and care — like they owned the business. Let them make decisions and judgment calls. And make it absolutely clear that they are not there to defend the company against complaints. They are there to make people happy. They are there to help people with their problems.
frustrated customer resolve the issue can turn them into an evangelist for your brand. They’ll tell their friends about you.
directly to No. 5.
customers happy, think of ways to elevate
5. Make customers feel important and appreciated. Always use their name
you give customers that they cannot get
and find ways to compliment them. Do it
and thank people even when they don’t
sincerely or don’t do it at all. Most of us can
buy? What can you give customers that is
12. Be knowledgeable.
tell the difference between sincerity and
totally unexpected? This will obviously
as annoying as going into a store and being
not caring. Ensure that your body language
vary
served by someone who has no idea what
conveys sincerity, too; words and actions
business. Think about it.
yourself above the competition. What can elsewhere? What can you do to follow up
should be congruent. Greet the customer
receptionist,
like, “Hello. How may I help you today?” Stop
and
bored
We’ve
twenty-something
the merchandise they’re selling, the curt
when
waitress.
delivering their order, set it in front of them
They
might
praises for months to come. They’ll proudly buy and wear T-shirts and hats with your logo on them. Few things are
you are talking about. Customers commonly
counter, the clerk who doesn’t care about
are in the restaurant business, introduce name
your
staring balefully as you approach the
there. Allow the customer to respond. If you their
on
all encountered them — the irritated
Make eye contact, smile and say something
ask
depending
9. Treat your employees well.
in a friendly but business-appropriate way.
yourself,
enormously
They’ll blog about you. They’ll sing your
naturally
lack
compare products and/or services, so you and your staff need to be able to do this, too. After all, you may be able to save them a trip to another store. You also need to be aware of any accessories or parts related to your products so you can tell customers where they can get them if you don’t supply them.
personality, social skills or the interest in
13. Enlarge your concept of service.
Watch your tips go up.
people required to give decent customer
Traditionally, customer service was viewed
service, but your business climate may also
narrowly as that slim channel between a
6. Look for ways to help your customers.
have contributed. Whether your employees
customer making a phone call, sending an
When they have a request (as long as it is
give great service when you’re not around
email or asking questions on the premises
reasonable) tell them you can do it. Figure
depends on whether you create a climate of
and an employee responding to that
out how afterwards. Look for ways to make
goodwill, pride and respect, not anger, fear
inquiry. Today, the definition of service
doing business with you easy. Then do what
and humiliation. Your people easily spot
must be enlarged to embrace all interface
you say you are going to do. Appear eager to
the hypocrisy — if it exists — between how
channels. Everyone and everything that
help but not in such an aggressive or rote
they’re treated and how they’re expected
interacts with a customer, current or
fashion that the customer is turned/driven
to treat customers. If they’re treated poorly,
prospective,
off. Continually trailing customers about
disrespectfully, or worse, then they will have
These are called touch points. Touch points
the premises or interrupting them every
trouble changing standards when dealing
begin the moment the customer becomes
two minutes to ask them how they’re doing
with customers. In fact, they’ll likely treat
aware of your company and are comprised
is just intrusive. Customers who respond to
customers the same way. Businesses lose a
of
the initial question by saying something
tremendous amount of internal credibility
transactions and contacts along the way —
like, “I just thought I’d take a look around”
when they tolerate double-standards of
every encounter between your company
should be approached after an acceptable
service: one for their employees, and one for
and the customer, each of which can
period of time (depending on your business,
their customers.
influence the customer’s perception of your
and say “Joe, you’ll really enjoy this dish.”
size of establishment, floor layout, etc.) to
10. Empower your employees, too. Ask
ask if they have any questions or if they’ve
multiple
influences
the
independent
customer.
interactions,
product, service or brand. This starts with a potential customer listening to a friend Continued On Page 19
17
Our Town
S e p t e m b e r / O c t o b e r 2 012
Calendar of Events September 4 NWCC Lunch Networking, 11:30 a.m. - 12:30 p.m., Syberg’s
October 2 N WCC Lunch Networking, 11:30 a.m. - 12:30 p.m., Syberg’s
September 6 MHCC Breakfast Club Networking, 7:30 – 9 a.m., DJ’s
October 3 N WCC YPD-Young Professionals Division, 35 Years Old
Restaurant
Deli
September 6 NWCC Networking Happy Hour , 4:30 – 6:30 p.m., Trainwreck Saloon @ Westport
September 11 NWCC Tuesday Morning Coffee & Networking, 7:30 8:30 a.m., Corner Coffee House
September 12 M HCC Member Luncheon, 11:30 – 1 p.m., Dave & Buster’s September 13 NWCC Networking Happy Hour , 4:30 – 6:30 p.m., Trainwreck Saloon @ Westport
September 13 NWCC Business Showcase and Membership Luncheon, 10 a.m. – 2:30 p.m., Harrah’s Casino, Voo Doo Lounge
September 18 NWCC Lunch Networking, 11:30 a.m. - 12:30 p.m., Syberg’s Restaurant
September 19 Greater North Member-to-Member Expo and Monthly Membership Luncheon, 11 a.m.- 1 p.m., Yacovelli’s Restaurant & Banquet Center
Restaurant
& Younger, Networking Group, 11:30 a.m. – 1 p.m. Syberg’s Restaurant
October 4 N WCC Networking Happy Hour , 4:30 – 6:30 p.m., Trainwreck Saloon @ Westport
October 4 M HCC Breakfast Club Networking, 7:30 – 9 a.m., DJ’s Deli October 9 N WCC Tuesday Morning Coffee & Networking, 7:30 - 8:30 a.m., Corner Coffee House
October 10 M HCC Member Luncheon Expo, 11:30 a.m. – 1 p.m., Harrah’s
October 11 N WCC Networking Happy Hour , 4:30 – 6:30 p.m., Trainwreck Saloon @ Westport
October 16 M HCC Power Networking Event, 5 - 7 p.m., Spazio’s Restaurant
October 16 N WCC Lunch Networking, 11:30 a.m. - 12:30 p.m., Syberg’s Restaurant
September 20 MHCC Breakfast Club Networking, 7:30 - 9 a.m.,
October 17 N WCC WIN-Women Only Networking Group, 11:30 a.m. –
September 20 NWCC Networking Happy Hour , 4:30 – 6:30 p.m.,
October 18 M HCC Breakfast Club Networking, 7:30 – 9 a.m., Location
September 21 NWCC Mingle at The Mills, 4 – 10 p.m., NASCAR
October 18 N WCC Networking Happy Hour , 4:30 – 6:30 p.m.,
September 21 NCI Salutes 30 Leaders in Their Thirties Awards
October 20 M HCC Monster Mash Dash 5k, Westport Plaza October 20 G reater North County Chamber Casino Night, 6:30 - 11:00
September 25 NWCC Tuesday Morning Coffee & Networking, 7:30 -
October 23 N WCC Tuesday Morning Coffee & Networking, 7:30 - 8:30
September 27 NWCC Networking Happy Hour , 4:30 – 6:30 p.m.,
October 25 N WCC Networking Happy Hour , 4:30 – 6:30 p.m.,
Location TBA
Trainwreck Saloon @ Westport Speedpark at the Mills
Ceremony, 11:30 a.m. - 1:30 p.m., Norwood Hills Country Club 8:30 a.m., Corner Coffee House
Trainwreck Saloon @ Westport
September 28 NWCC Lunch & Learn, Taste of the Chamber, 12 - 1:30
1 p.m., Syberg’s Restaurant TBA
Trainwreck Saloon @ Westport
p.m. 250 New Florissant Rd. South Florissant, Mo 63031 a.m., Corner Coffee House
Trainwreck Saloon @ Westport
p.m., Location TBA
You’ll Come for the Friendship
You’ll Stay for the Music • Home like atmosphere • Casual sense of camaraderie • Fun-filled activities • Chef prepared dining • Live entertainment
#1 Pratt Place | Florissant, MO 63031 | 314.839.5000
www.jeffowens-insurance.com
www.cn-video.com
Continued From Page 16
Continued From Page 17
news in quick, easy and inexpensive fashion. They’ll only continue to grow in popularity and value in the future. An important source of potential revenue for many businesses is an email direct mail list. Whether you’re sending out a regular newsletter or simply information about the latest addition to your services, such a roster involves minimal expense and theoretically reaches audiences that are significant to your business, whether historically or as key potential customers. Once it’s established, it can be used on an ongoing basis as part of your marketing efforts. Keep advertising in mind in specifically targeted outlets. If you have a sporting goods store, for example, it makes sense to run ads in the sports-related area of a publication, radio or TV station or website, in order to catch the eye and interest of someone already favoring
that topic. Consider also the importance of geographic ad purchases. Placing a concise, direct ad in a local church bulletin, weekly local newspaper or other media outlet can provide a meaningful return on investment by reaching prospects who may view you as convenient as well as useful to their needs.
review your product and continues through
Of course, the best method of promoting yourself and your business is always
can influence and what you can’t will give
you. Use any setting as a potential for building and cementing relationships. You don’t have to be aggressive or pushy. Just be yourself, demonstrating subtly whenever you can what it is your business provides to the community, and how its people, products and services are always available to address the needs of customers and prospects. Remember, you’re in command central of your marketing communications program.
best touch points you can have.
END
Mark Bretz is owner and principal of Bretz Public Relations, LLC, a public relations firm specializing in public relations, media relations and writing for small and mid-sized companies. For more information, contact Mark at 314.838.9371 or mark@bretzpr.com.
your website and Facebook page, well before the customer even considers your product, much less steps into your business. It includes the installation crew, loading dock folks, your out-of-office message and even the customer service helpline, if you have one. This might sound intimidating, but learning the difference between what you you peace of mind that you have the very
Customer service is really not all that complex. It’s really pretty simple. We just make it complex. For personalized help for managing your business, contact your local MO SBTDC office. To find the center closest to you, go
to
www.missouribusiness.net/sbtdc/
centers.asp.
© 2012 Curators of the University of Missouri. Used with permission of the Missouri Small Business & Technology Development Program www. missouribusiness.net END
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Left to right: Caroline Werner - MD, FACOG, Angela L. Cartwright - DO, FACOG, Anne Piche-Radley - MD, FACOG, Chris Gilmer - Nurse Practitioner, Ann Venegoni - Nurse Practitioner, Sharon Latham - Nurse Practitioner
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