BusinessJanuary 2014

January 2014

City Celebrates 100th Anniversary of Whalen Building !

Inside!

New Year’s Resolutions for You and Your Business Delivering Better Care for High Needs Patients in Northwestern Ontario MODERATE HIRING CLIMATE EXPECTED FOR THUNDER BAY Grant comes just in time to help people keep their finances in check this holiday season Newest online tool finds the right vitamins for you Test Your Telephone Effectiveness

Fort William Family Health Team Move Their Office Adjacent To The Hospital

Sargent and Sons Funeral Home

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THUNDER BAY BUSINESS JANUARY 2014

Delivering Better Care for High Needs Patients in Northwestern Ontario New Health Link to Co-ordinate Care for Seniors and Patients with Complex Conditions NEWS December 11, 2013 High needs patients in the City of Thunder Bay Integrated District Network (IDN) will soon benefit from better coordinated care from a new Health Link bringing together all health providers in the community.

The new City of Thunder Bay IDN Health Link will offer seniors and patients with complex conditions better care through personalized care plans and more coordinated support from a tightly knit team of providers. It will help improve patient transitions within the health care system by encouraging providers to share patient information and work together to develop solutions that address the patient’s specific needs.

Providing better care for seniors and patients with complex conditions supports the government’s Action Plan for Health Care and its commitment to provide the right care, at the right time, in the right place. This is part of the Ontario government's economic plan to invest in people, invest in infrastructure and support a dynamic and innovative business climate.

QUOTES “This new Health Link will make it easier for seniors and patients with complex conditions to get the care they need. The Thunder Bay Integrated District Network Health Link will ensure that health providers in Thunder Bay are working together to improve patient outcomes for those who need care the most.”

— MPP Bill Mauro, Thunder Bay – Atikokan “Our community will benefit greatly with the Thunder Bay Integrated District Network Health Link working to bring local health care providers together as a team to deliver coordinated health care with patients at the center. By coordinating health care services for patients with complex needs, especially seniors, we ensure that improved health care is provided quickly and efficiently.”

— MPP Michael Gravelle, Thunder Bay – Superior North “Health Links break down barriers for Ontarians, making access to health care easier and less complicated. By encouraging local health providers to work together to co-ordinate care for individual patients, we’re ensuring our highest needs patients — seniors and

those with complex conditions — get the care they need and don’t fall between the cracks.”

— Deb Matthews, Minister of Health and Long-Term Care

— Laura Kokocinski, CEO – North West Local Health Integration Network

“North West Community Care Access Centre supports Health Links and is proud to be a part of this wonderful opportunity for improving the patient care experience. Health care system partners in Thunder Bay [Integrated District Network] are committed to work together and better serve the patients who need our care the most.

Through Health Links we will continue to build on strong partnerships to better integrate the health care system and improve the care of the most vulnerable patients whether they are in hospital or at home or in the community. “ — Tuija Puiras, Chief Executive Officer, North West Community Care Access Centre

§ Since the program’s launch in December 2012, 37 Health Links have been established across Ontario, including the new Napanee health link. § Health Link patients typically have complex conditions, including seniors, multiple chronic diseases, and mental illness and addictions. § Health Links bring together health care providers in a given geographic area, including primary care providers, specialists, hospitals, home care, longterm care and community agencies. § A recent study found that 75 per cent of seniors with complex conditions who are discharged from the hospital receive care from six or more physicians and 30 per cent get their drugs from three or more pharmacies. § Complex patients represent up to five per cent of Ontario’s population, but use two-thirds of the health care budget.

“The North West LHIN is excited about the opportunity to advance Health Links across our region. The City of Thunder Bay IDN Health Link is the first of many that will link health care providers together as an integrated team focused on improving person-centred care. This will enhance quality of care, improve transitions across the care continuum, and increase patient satisfaction.”

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In addition to eye-related conditions and diseases like glaucoma or macular degeneration, systemic diseases such as Next Issue of

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THUNDER BAY BUSINESS JANUARY 2014

Publisher’s Note Scott Sumner When you look at some of the developments we have recently seen in Thunder Bay you have to be encouraged. When I drive to work everyday my route includes the new Golf Links Road and a turn down Oliver Road. The major roadwork done here was a big inconvenience for many of us over the summer but now looks impressive. This is the way I would like to see more of Thunder Bay

Thunder Bay Looking Good! and give the feel of a vibrant city. When I drive to the Lakehead University Hangar for my weekly workouts I think this is one of the most vibrant areas of Thunder Bay. Next I drive to Beverly Street and see a nice townhouse / condominium development near the entrance to Lakehead University.

The Harbour Expressway near the Superstore looks much different with

could fit in well in a big centre like Toronto but is right here in Thunder Bay. The new supportive housing project in the Southward is also an $80 million plus project that is very much need-

in the future.

The new office buildings going near and at the hospital site are impressive

More and more I see the people of the region of Northwestern Ontario visitingn Thunder Bay to experience what we have and this tells me we are becoming more and more a regional hub for shopping, health care, sporting activities and just a nice destination to visit.

nitely a growth look!

Miranda Bolt Graphic Designer

What will 2014 bring? More of the same I hope. We should be proud of the city we live in and talk it up to everyone we meet in our day-to-day activities and

two new hotels under construction. The Marriot is almost finished and the Holiday Inn Express well underway.

There also is what I think a new restaurant just starting construction. It is defi-

ed here in Thunder Bay.

President

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The waterfront looks very prosperous to me. The city did a nice job on their $60 million plus development and now the private sector are well underway with two new condominium buildings and a hotel. This is another prosperous looking area of Thunder Bay and one that should continue to develop.

We seem to be getting lots of retail happening here. The Intercity Shopping Centre, Thunder Center area looks big city to me. Toys R Us and other major retailers like what they see here I guess and are making big investments. There is a great selection of all style of retailers here. As a small business I like locally owned business the best. On my last trip to Duluth on the Black Friday weekend to cover Snocross racing, the Canada Customs agent at Pigeon River asked me what I was bringing back. I said nothing as I buy in Canada and he seemed puzzled but let me through right away!

You can’ t help not being impressed with the new courthouse building in the Southward. It is very impressive and

travels outside. Lake Superior is the largest fresh water lake in the world. We have many pristine rural settings in which to live only a few kilometers from the centre of the urban city.

Thunder Bay has a lot to offer and it may just be catching on now!

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THUNDER BAY BUSINESS JANUARY 2014

MODERATE HIRING CLIMATE EXPECTED FOR THUNDER BAY (Thunder Bay, ON, December 10, 2013) – Thunder Bay area employers expect a moderate hiring climate for the first quarter of 2014, according to the latest Manpower Employment Outlook Survey.

“Survey data reveals that 10 per cent of employers plan to hire for the upcoming quarter (January to March), while 17 per cent anticipate cutbacks,” stated Florentine Bahlieda of Manpower’s Thunder Bay office. Another 73 per cent of employers plan to maintain their current staffing levels in the upcoming quarter.

“With seasonal variations removed from the data, Thunder Bay’s first quarter Net Employment Outlook of six per cent is an increase of eight percentage points when compared to the previous quarterly Outlook,” said Bahlieda. “It is also a seven percentage point decrease from the Outlook reported during the same time last year, indicating a modest hiring pace for the upcoming months.”

“Overall, a respectable national hiring climate is projected in the coming quarter,” said Byrne Luft, Vice President of Operations for Manpower Canada.

“Employers in the construction industry

are again anticipating the strongest payroll gains, however most new jobs in the sector are expected in Western Canada and Ontario. Nationally, though job creation continues at a steady pace, many of the gains are expected to occur in lower-paying sectors.”

Manpower Employment Outlook Survey Reveals Canadian Employers Anticipate a Steady Hiring Climate for the First Quarter of 2014; Job Prospects Strongest in Construction (Toronto, ON, December 10, 2013) – Canadian employers expect a steady hiring climate for the first quarter of 2014, with employers in the Construction sector reporting the strongest job prospects according to the results of the latest Manpower Employment Outlook Survey, the most extensive, forward-looking employment survey in the world.

With seasonal variations removed from the data, the Net Employment Outlook of 12 per cent is a two percentage point increase compared to the previous quarter and is relatively stable compared to the Outlook reported during the same time last year.

The survey of over 1,900 employers across Canada reveals that 13 per cent plan to increase their payrolls in the first quarter of 2014, while eight per cent anticipate cutbacks. Of those surveyed, 78 per cent of employers expect to maintain their current staffing levels and one per cent are unsure of their hiring intentions for the upcoming quarter.

“Overall, a respectable national hiring climate is projected in the coming quarter,” said Byrne Luft, Vice President of Operations for Manpower Canada.

“Employers in the construction industry are again anticipating the strongest payroll gains, however most new jobs in the sector are expected in Western Canada and Ontario. Nationally, though job creation continues at a steady pace, many of the gains are expected to occur in lower-paying sectors.”

Construction Reporting a Net Employment Outlook of 16 per cent, employers in the Construction sector expect to see a steady hiring climate for the upcoming quarter.

This forecast is a four percentage point decrease from the Outlook reported during the previous quarter, and a two percentage

point decrease over the Outlook reported during the same time last year. It is the most optimistic Outlook for any sector in the first quarter of 2014.

Manufacturing – Durables The Net Employment Outlook in the Manufacturing – Durables sector is a respectable 14 per cent. This is a two percentage point increase from the Outlook last quarter, and a three percentage point increase when compared to the Outlook reported in the same time last year.

Wholesale & Retail Trade In the Wholesale & Retail Trade industry sector, employers project a positive hiring climate, reporting a Net Employment Outlook of 14 per cent. This reflects a three percentage point increase when compared to the previous quarter’s forecast, and an increase of four percentage points from the Outlook reported during the same time last year.

Education Employers report a Net Employment Outlook of 13 per cent, indicating an upbeat hiring climate for the upcoming quarter. This Outlook is an increase of nine percentage points from the last quarter and a one percentage point decrease from the Outlook reported last year during the same time.

Finance, Insurance & Real Estate Employers report a Net Employment Outlook of 12 per cent for the first quarter of 2014, indicating a favourable hiring climate. This Outlook is a decrease of two percentage points from the previous quarter’s forecast, and a decrease of three percentage points when compared to the Outlook from the same time last year.

Services In the Services sector, employers anticipate a moderate hiring climate for the first quarter of 2014, reporting a Net Employment Outlook of nine per cent.

This forecast is a decrease of one percentage point from the Outlook reported in the previous quarter and a decrease of six percentage points compared to the same time last year.

Public Administration In the Public Administration sector, employers expect a modest hiring environment for the first quarter of 2014, reporting a Net Employment Outlook of eight per cent. This is an increase of one percentage point when compared to the previous quarter and is unchanged from the Outlook from the same period last year.

Manufacturing – Non-Durables In the Manufacturing – Non-Durables industry sector, employers report a Net Employment Outlook of six per cent indicating a fair hiring climate for the first quarter of 2014. This Outlook is a one percentage point decrease from the previous quarter and is on par with the Outlook reported during the same time last year.

Mining The Net Employment Outlook in the mining sector is a modest five per cent for the coming quarter. This is a two percentage point decrease over the prior quarter’s Outlook, and a drop of three percentage points from the Outlook reported during the same time last year.

THUNDER BAY BUSINESS JANUARY 2014

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Fort William Family Health Team Move Their Office Adjacent To The Hospital

BY SCOTT A. SUMNER

Thunder Bay BUSINESS After decades of practicing medicine in the downtown Fort William area the Fort William Family Health Team are moving into a brand new 18,000 square feet office on Golf Links Road immediately adjacent to the Thunder Bay Regional Health Sciences Centre. This team of 17 family physicians is excited about having more space and a better set up of offices to serve their large patient base.

Dr. Jennifer Atwood is a family Physician at the Fort William Family Health Team and Lead Physician. She went to the University of Western Ontario, University of Ottawa and then did residency in Thunder Bay. “We came home to Thunder Bay to be closer to family, for the lifestyle of Thunder Bay and the affordability and cost of living as well.”

Dr Graham Exley is a Family Physician and Associate Lead Physician at the Fort William Family Health Team. He went to the University of Guelph, McMaster University and then came back here for residency for 2 years in family medicine. “ My whole family and my wife's family are from here so it is nice to be close to them. I like Thunder Bay, grew up here and it is home for me.”

Jennifer has worked at the Fort William Family Health Team since January 2006 and Graham since August 2009. The clinic was formed in the late 40’s or early 50’s.

Today there are 17 family physicians and the clinic has been all primary care for about three years. They also employ 2 nurse practioniers, 3 nurses, 1 dietician and 3 social workers who act as mental health councillors whom provide a variety of services for their patients. The Fort

William Family Health Team has easily 10% of the Thunder Bay population as patients and these patients are from everywhere in Thunder Bay. “ It has been about 8 years since we became this family health team. That means we have been able to hire all these allied health professionals that provide a variety of services to the patients. We have really grown as a team since then and have outgrown the old physical space. We needed more space to accommodate the staff and the programs we offer,” said Dr Jennifer Atwood. “ We had 11,000 square feet of space and the new office is 18,000 square feet. Being adjacent to the hospital will also be very efficient as we all see our patients at the hospital when they are admitted so it will easier to get there.” “ Those of us that work here at the Fort William Family Health Team also work at the hospital every single day so we make a stop at the Hospital and office. To work in our group you have to go to the hospital as well. Your family doctor knows you the best of any physician and you feel the most comfortable with them, so having that person care for you during a hospital stay is comforting. It is good for continuity care as well as after you are discharged.

We also have partners that deliver babies so being close to the hospital will be very good for them.” said Atwood.

Originally the Fort William Family Health Team had Practice Solutions of the Canadian Medical Association tour their space and tell them what was needed. The square footage required was then developed. The medical team then dealt with FORM Architects of Thunder Bay and have been working with Cory Stechyshyn there for 1-and1/2 years. “ The daunting and exciting part of start-

ing anew is you can design the flow that works for you and the organization. We work very collaborative in teams with physicians and allied health providers.

In general our physicians are young with current training. The collaborative team approach is the modern approach,” said Dr. Graham Exley. “ The Government of Ontario started the team approach several

years ago. There is research, which shows that people with chronic illnesses such as diabetes, arthritis or high blood pressure are better managed by a team of physicians, a nurse and dietician. This model has helped us recruit new physicians because people want to work with this approach.”

Continued Next Page

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THUNDER BAY BUSINESS JANUARY 2014

Fort William Family Health Team Move Their Office Adjacent To The Hospital

BY SCOTT A. SUMNER

Thunder Bay BUSINESS Continued From Previous Page “Today’s physician has become more conscious of the need for a work life balance. It is not sustainable to work the old way and today it is harder to manage a large number of patients that way as people live longer and have more complex problems with more treatments available. There are more tests and screening to do the care of any person today. It is more complicated than 30 years ago.,” said Atwood. “ Patients today are also more aware of their own issues and what options they have available. Now they have a discussion with the doctor as they have more understanding of their situation. The physicians role is more of a collaborative with the patient as opposed to the old paternalistic model where the physician told the patient what to do,” said Atwood. “ You can’t really provide full scope, good care with 5 minute visits with a patient anymore. You need more

time and if you spend more time you can’t manage the same numbers of patients. Gone are the days of those large practices. They are being replaced with one physician managing fewer patients in the scope of the team. The goal of the team is to deal with all the issues of the patient. You deal with prevention of issues and also teach the patients self management skills for their own condition. This involves what they can do to better manager their arthritis, diabetes or high blood pressure so hopefully over time they will use the team less.”

It took a long time for the Fort William Family Health Team to find their new location. “ We looked at many locations prior to this choice. It was a matter of finding the right amount of space with the right amount of parking in an area that was accessible to people on a bus route. We will have a parking fee to enter but no meters. Patients were running out to feed their meters before in our old location but won’t have to at the new location. The old space wasn’t really accessible in and out and throughout.

The new building will be much more accessible.” said Atwood.

Dr. Jennifer Atwood is a family Physician at the Fort William Family Health Team and Lead Physician and Dr Graham Exley, Family Physician Associate Lead Physician Fort William Family Health Team

“ The new location will be more of the way we want it. There has been up and downs getting the office. Sometimes we felt we had the right space but it didn’t work out. You had to keep the long-term goal in mind that eventually we will have the right space. It is nice to see the light at the end of this process,” said Exley. “ The prospect of moving can be daunting

and we have had a few delays in the move for various construction issues which can be stressful. We are now organized for the move. We would like to make this move with as much access to the patients along the way.”

Will the Fort William Family Health Team be taking any new patients at their new location? “ I can’t commit as to whether we will bring on new patients. We are facing some retirements of our senior physicians and we want to take care of those patients first but are attracting new physicians here. It is possible some of those physicians will accept new patients from outside of our current group,” said Dr Jennifer Atwood. “ Our nurses practitioners are here to work with our current patients of the team to provide good access. Usually our patients can get in within a day. They can come to our after hour clinics or see the nurse practitioners.” “ I’m excited to see the patients reactions to the new space and for us to function as a team as we want in this new space. It really represents a great step for us and a change in the way we do things.

It has been and will continue to be a learning experience.” said Dr. Graham Exley.

THUNDER BAY BUSINESS JANUARY 2014

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City Celebrates 100th Anniversary of Whalen Building December 6, 2013 – The City of Thunder Bay is proud to announce the 100th anniversary of the historic James Whalen Building.

“The Whalen Building is a Thunder Bay landmark,” said Joel DePeuter – Manager, Realty Services. “Architecturally it’s beautiful, and has played a key role in City operations over the years, housing many City offices. The City is proud to own such a historic building.”

The eight-storey Whalen Building, located at 34 Cumberland St. N., was completed in late 1913. James Whalen commissioned the building as part of his quest to turn the

offices, including those of Thunder Bay Hydro, the Thunder Bay Community Economic Development Commission, and Cancer Care Ontario.

“The Heritage Advisory Committee applauds the City for its work in preserving this important part of Thunder Bay's cultural and architectural heritage," said Andrew Cotter – Chair, Thunder Bay Heritage Advisory Committee. “It’s exciting to see this building continue to play such a prominent role in the City, and we on the committee look forward to what the future holds for the Whalen Building.”

The Whalen Building is a Designated Heritage Property

trying to preserve those buildings to tell the story of the past and promote our future.I think Mr Whalen would be happy to see the building be 100 years old and ready to last another 100 years.”

Joel De Peuter, Manager of Realty Services for Thunder Bay “ Council feels this building is a very important heritage asset that symbolizes the remarkable history of Thunder Bay. It is in an important location that ties in nicely with the waterfront development. We feel the building can be a tool for econom-

towns of Fort William and Port Arthur into the ‘Chicago of the North.’

Built in a Chicago skyscraper style, construction of the Whalen Building cost $555,000. It was the tallest building in the area at the time, and its design – by Montreal architectural firm Brown and Valence – includes reinforced concrete, terracotta paneling, gothic elements, marble floors and roof turrets.

Whalen intended the building to be used for commercial and office purposes, as well as house a bank. His own Great Lakes Dredging Company occupied the seventh floor. Shortly after the building’s completion, Port Arthur moved its municipal offices to the second and third floors, where they remained until amalgamation in 1970.

The building came under City ownership after Whalen ran into financial trouble in the mid-1920s, and the building fell into tax arrears. The City purchased the Whalen Building from a bank in 1931 for just $175,000. Today, it houses several

Andrew Cotter, Chair of the Heritage Advisory Committee. " I have an interest in history and historical buildings. The Whalen building is important as this building is a landmark building. James Whalen, the builder of the building, really wanted to promote Thunder Bay as the new Chicago of the north.”

“The building was built around 1913 /14 with new construction style like a skyscraper. The building was beautiful in stature and signified Canada. James Whalen occupied the building with some of his 77 businesses staff at the time. In 1914 he moved his offices there. The building was sold to the City of Port Arthur in 1931 for about 20% of what it cost to build after James Whalen went bankrupt. It then featured city hall and the public utilities commission.” “ It is important to keep the building going as it is important to keep our history. It is almost a living museum of what was happening around that time. We have 26 heritage buildings in Thunder Bay and are

ic development and can be used for job creation.” “ The building is about 65,000 square feet and about 2/3 of the space is currently leased out. Recently the DSAB moved out of 30,000 square feet and that is the space that is being remodeled. We are reconstructing the 3, 4 and 5th floors at a cost of $3 million. The lease cost is around $20 to $22 all inclusive exclusive of parking.” “ The tenants here value being in a heritage building and the space is prestigious.

The reconstruction required after 100 years is complex.”

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THUNDER BAY BUSINESS JANUARY 2014

Sargent and Sons Funeral Home

By Sherry Aalto It is interesting to think about all the things that families commit to, to create a well founded business that will survive for generations. One such business is Sargent and Sons Funeral Home, located at 21 North Court Street, Thunder Bay, Ontario.

Fourth family generation of Sargent and Sons Funeral Home continues to provide a very much needed and professional services that have become very well known in Thunder Bay and throughout the region.

Sargent and Sons Funeral Home is a superior full funeral service home that accommodates to every possible wish in helping families celebrate the life and the memory of their loved ones.

Sargent and Sons Funeral Home has been established in our community for 90 years (January 2014) and involves four generations of family dedication, not just to those in need of these services, but also to the community. This alone, certainly tells us that they are exactly what they have

always exemplified to be…sincere and caring professionals in their business and devoted community members. In short, family business history and involvement in the community is key link to acquiring established well respected recognition.

In 1922, Lewis Sargent, then of Fergus, Ontario founded a funeral home at the Lakehead known as Thompson and Sargent Funeral Directors. He officially settled in Thunder Bay in 1924 in order to become more involved in the day to day operation of the establishment. The funeral home was originally located in the Nelson Block on Cumberland Street, but by 1925 the business had grown and was moved to a home built on Court Street circa 1880 by Richard Vigars. In 1940, a complete new facility was built and opened, which is the present day operational site. Lewis Sargent’s son Frank, became a member of the staff and between his father’s acquisition of the business in 1923 and 1925, broadened his knowledge of the business and apprenticed with the Winnipeg firm of Clarke-Leatherdale. In

1926, he wrote the examinations of the Canadian School of Embalming, passing with honours. Lewis Sargent bought out his partner, renaming the firm Sargent and Son, in partnership with his son, who at age 22 took over management of the firm.

Lewis continued as the head of the firm until his death in 1946.

In 1960, Frank, who was deeply involved in community affairs, especially in the sporting world of curling and hockey, welcomed his son James into the business, making him the third generation of Sargents to become involved in the funeral profession. Prior to his death in 1988, Frank served in various capacities including president of the Canadian Amateur Hockey Association. He was a past president of the Port Arthur Golf and Country Club, member of the Gyro Club of Port Arthur and Port Arthur Lodge IOOF and Scottish Rite Thunder Bay Lodge A.F. and A.M. Like his father before him, Frank also took an active part in the Port Arthur Curling Club, of which he was a past president. Jim Sargent is fast following in his

father Frank’s footsteps through his community involvement and has served as chairman of the Northern Cancer Research Foundation, The United Way and was vice-president of the Protocol for the Canada Summer Games in 1981. He has also been involved in business associations and is past chair of both the Ontario Funeral Service Association and the Ontario Board of Funeral Services. Jim also sits on The Funeral Service Education Advisory Board at Humber College Thunder Bay’s ONLY long-established funeral home still owned by its founding family, now in its fourth generation, both of Jim’s sons are involved with the firm; Michael completing his schooling in 1994 and Greg in 1999.

As times change, so do the needs of the community. Realizing this, Mr. Greg Sargent and his brother Mr. Michael Sargent, both Great Grandsons of Lewis Sargent, sought to expand their present location to be of better service to the community and region. From conception to

completion, the renovation involved six years of detailed architectural design and construction, which involved the acquisition of the property attached to the main structure of the funeral home. This expan-

Part of the new construction involved a new funeral chapel which is the largest funeral chapel in North Western Ontario and has seating for over two hundred (200) people, but more can be accommodated, if

sion was an exciting and very much welcomed project for the Sargent Family.

necessary, for up to two hundred and seventy-five (275) persons and then there is

Tom Jones, Corporation, General Contractor was hired as the general contractor, beginning the project began in December of 2012. The new phase of the renovation began in February 2013 with the tearing down of the old interior and completely rebuilding it. Parker Jones of Tom Jones Corporation, along with Greg and Michael Sargent, worked directly together with L. A. (Leonard Alfred) Wood Architect Firm, of Thunder Bay, to deliver a precisely the vision of the expansion and all its’ detailing, including being 100% handicap accessible. The project was completed in September of this year (2013). .

standing room as well. Also incorporated into the design are television monitors elevated on the walls to present slides shows. Greg and Michael personally selected all the colours and design style to create a relaxing and comforting atmosphere. The new funeral chapel has comfortable cushioned pew chairs which easily attach to each other to accommodate guests or detach from each other to create a more open area at the wishes of the family.

Continued Next Page

THUNDER BAY BUSINESS JANUARY 2014

PAGE 9

Sargent and Sons Funeral Home Continued From Previous Page Greg Sargent explains how they purchased the building next door eight years ago, even though it was under lease to other business tenants at the time. This plan, six years as a work in

progress, added an additional 8,000 square feet to the funeral home after the

lease time had come to fulfillment.

Also incorporated into the renovation is the new reception area (hall), which is a comfortable luncheon room for after the celebration of life service. The reception hall has the capacity to seat just over two hundred people. The large

windows along with attractive aesthetics create a warm atmosphere for families

and guests. Having chosen round tables instead of the traditional rectangular ones, Greg and Michael thought it best for being able to socialize with one another during these important times of togetherness. Also, families and guests will not have to stand in line at a buffet for luncheons; the food is served right to the tables. All of the rooms, viewing rooms, hall ways, including the chapel and the reception hall, are all 100% handicap accessible.

The funeral home remained in operation during the entire time of the renovation by completing one area first and then the other. The newly renovated funeral home now has all services available on the main floor level. In the past, families had to go down stairs into the basement for casket selection and service planning. In addition, there is an office room for the Clergy when they come to perform services so they have a place to go for themselves. There is a Main Arrangement Office for meeting with the families to arrange for services and information about the funeral home.

The entire funeral home was specifical-

ly designed with the future in mind, concentrating on comfortable ease for accessibility and up graded services for presentations in celebration.

Greg Sargent describes how unique it feels to be fourth generation in the family business, having also to have been of service to now fourth generation families of Thunder Bay and region. He also explains how “Now with the newly renovated funeral home, it is great to be diversified and be able to meet all of the needs of Thunder Bay.�

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THUNDER BAY BUSINESS JANUARY 2014

New Year’s Resolutions for You and Your Business ©2014 Brian Babcock Santa has come and hopefully left you more than a lump of coal. Perhaps you have already made New Year’s Resolutions - go to the gym; eat healthy; save money. For 2014, we suggest that you also make resolutions to put your legal

Legal Matters affairs in order.

Ten Legal New Year’s Resolutions: 1 Update your Will. Do you even have a will? Do you know where

it is? Does your family? Is it current?

2 Review or create Powers of Attorney. Who will make your health care decisions if you cannot? Who will pay your bills and manage your finances? Do you need a separate Power of Attorney for your business?

3 Update your corporate minute books. Do you know where your corporate records are? Are they current?

An updated corporate minute book is essential for tax, estate transfer, and borrowing and sale purposes.

4 Review your insurance.

This includes disability, life, home, auto and business. Call your agent or broker.

Forms and coverages have changed over the years, and likely so have your needs.

Update before you suffer a loss you wish you had coverage for.

5 Marriage and

Cohabitation. Are you moving in with someone? Getting married? Do you have assets to protect or other children you wish to benefit? If so, you may need a marriage contract or cohabitation agreement. If you have one, do your Estate Planning documents match the wording of the marriage contract or cohabitation agreement?

6 Real Estate. Is your real estate held personally or corporately? If personally, is it in joint tenancy? Should it be?

7 Succession Planning.

Have you made plans for business succession? Do you need a shareholder agreement? A corporate reorganization? If you weren’t around tomorrow or next month, what would happen to your business?

8 The Family Cottage or Camp. What happens to it in the future?

Clean up title, severance or access issues

and plan a smooth transition.

9 Creditors. Should you carry out creditor proofing? Both corporations and individuals have options as to how to arrange assets to protect from liabilities.

10 Employers. Review your human resources policies and update to be current with the law.

For more than 67 years, we at Weilers have helped businesses and individuals plan ahead to avoid or manage risk.

Spending a little on planning now might save on expensive headaches later.

Have a Happy New Year!

One thing is for certain-getting fit is simple mathematics!

If the calories going in are way more than those being used up then....tada....fitness becomes evasive!

Our society simply doesn't burn up carbs working in the fields anymore so those fuels, namely our daily bread that they fed to slaves and labourers to build those pyramids are now for our sumptuous pleasure!

know what we have to do. We already know what a reasonable expectation of success can be. We already know what we have to do to overcome the mental and time obstacles in our way. So...why can't we get started on truly serious lifestyle commitment.

The first answer is that we expect to come

What a difference 2000 years makes! Our tastes for the home-made "peasant" foods that our grandparents fed us make us crave them even more today. We pay huge bucks to savour what only the poorest ate even decades ago! The quality and quantities are also substantially different. So too the nonnutrional value of fast-filler-foods which are bloating us and the next generations.

As for getting into shape....We already

easier and more rapidly. That don't happen.

The correct approach is to understand that a fitness regime must be a lifetime commitment, not just until the wedding or the beach. Once you know you this will be part of your daily schedule for the rest of your life then success will be fleeting.

The second thing is that you see many people at the gym killing themselves with impossibly heavy weights which of course cannot be sustained, strains their muscles and then they forget about them. Wrong.

Weights are vital and necessary, just don't overdo them and they will become your friends forever!

But what if you just need to get your heart a-pumping? Definitely, that ageless exercise of plain walking and getting your rate up does indeed work wonders. Check out the "Walk With Doc" at Heart and Stroke for a fun schedule.

Most importantly for all of us is circulation. Keeping that blood moving is a real key. For me I have been recommending Tai Chi as a lifesaving pastime. Call Peng You at 628-4305 if you need some super-enthusiastic encouragement and explanation.

We are also blessed with a wide range of professional gyms and the trainers to go with them. These are the people to consult with before you go off on your own and either hurt yourself or don't enjoy what you are doing. Everyone has different fitness goals-make sure you spell yours out to the trainer so they can adapt a program to help you achieve your objectives. There a many to choose from so a good benchmark is to see who belongs to the Chamber of Commerce to ensure reliability.

It doesn't necessarily have to be a gym as ACTIVITY is fundamental. Consequently such things as dance studios produce some of the fittest people in our community.

Some of the ethnic dance groups leave you winded just watching them so you know for sure it's a good place to enroll your kids.

Thunder Bay is surely blessed with one of the greatest guidebooks any City ever offered and that of course is "The Key".

Within its pages you will find a myriad of things to join, do, and have fun while learning. The key is get up and do SOMETHING. I see thousands of parents and guardians doing things and supporting their young'uns in many ways. This should be completely reassuring to you. It means that we have good instructors available to pass

on knowledge. It means we have excellent facilities for a wide range of budgets.

But it still comes down to that one trigger point. So even though I ain't the black belt epitome of my youth and I struggle with all the above obstacles as you will- I've convinced my brain that it likes DISCIPLINE. No matter how long a day, I strive to get some kind of exercise in most days.

I see smoking, alcohol, fast food, and dope as huge impediments to a healthy lifestyle.

I see waking up early, thinking clearly, helping others, enjoying life, positive attitudes, and liking people as basics in getting there.

No matter what you decide to do, and the operative word is DECIDE then just start now. Everything you start will be better for your health than waiting for perfect conditions. The proof of those just start doing something rather than procrastinating is everywhere around you. The social issues of literacy and poverty are indeed major problems but if you are reading this it means you want to do something so that you want to be healthier, fitter, more aware, more energetic and more fun to be with. It will help you be a better solutionfinder when you've your own health issues under control.

Get going and enjoy-it really will be your finest personal decision!

Respectfully submitted, Ken Boshcoff, Founding Mayor World's First Martial Arts Council

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Grant comes just in time to help people keep their finances in check this holiday season Thunder Bay, ON, December 6th, 2013 – The Thunder Bay Counselling Centre is feeling the holiday cheer. The agency is the recipient of a $5000.00 grant from the Thunder Bay Community Foundation, which will support its Budget and Debt Management Program.

Thunder Bay Counselling Centre, Manager of Education and Support Services, Sheri Fata says; “This funding comes at a very critical time in the year when our Budget and Debt Management Program experiences its highest volume of clients. Now is the time for financial awareness, not in January when all of the bills start piling

up. We are thrilled to have received some additional support during the holiday season.”

The Thunder Bay Community Foundation grant is made possible by generous donors from all walks of life within the Thunder Bay community.

The grant will be used to provide support to individuals and families who need assistance with financial stressors.

Over the last 45 years, the Budget and Debt Management Program has helped thousands of Thunder Bay residents to pay off debt and reduce financial stress.

Continues Fata; “The holidays can be extremely difficult and stressful for people already facing financial bur-

dens. In some cases, people fall into debt during the holidays as well, spending hundreds of dollars on gifts and going above and beyond what they can actually afford. This grant will allow us to assist people who are suffering from challenging financial circumstances brought on by holiday spending and help people meet their financial expectations in the New Year.”

Executive Director of the Thunder Bay Community Foundation, Bonnie Moore says; “The Thunder Bay Community Foundation believes very strongly in the work Thunder Bay Counselling Centre is doing. The Budget and Debt Management program is very important and serves a population that is very much in need of assistance. We are so happy to be able to contribute.”

Services provided by the Thunder Bay Counselling Centre’s Budget and Debt Management program include; free personalized debt analysis, custom debt management plans, reduced monthly payments arranged with creditors and more.

Those looking to learn more about Thunder Bay Counselling Centre’s Budget and Debt Management program are encouraged to call (807) 684-1880 or visit www.tbaycounselling.com.

Test Your Telephone Effectiveness Find out if your phone practices are winning or losing customers

by Jeff Mowatt If your customers aren't impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging-up and dialing the competition. So, your telephone skills can have a significant impact on your business and your career.

To find out how you and your co-workers are perceived, take this telephone test. While you're at it, have a friend make a "mystery call" to see how your fellow employees measure up.

1. How long does it take you and/or your switchboard operator to answer the phone? a) 5 rings or less b) 3 rings or less c) under three rings After two rings, callers are wondering what's going on. Your phone should be answered in-person by the second ring or by your voice-mail system by the fourth ring.

2. Do you answer your phone with any of the following? a) "Hello." b) "(Company name only)" c) "(last name only)" d) "Good afternoon,

this is (your full name), how can I help you?"

All of these greetings have flaws. a, b, and c are too abrupt and don't provide enough information. d is too wordy and dissuades callers from identifying themselves because it encourages them to get to the point rather than saying their name. Plus it forces you to check the clock to see if it's before or after noon.

A better greeting is, "Thank you for calling ABC Company. This is John." If you are taking a call that's transferred to you, then always identify yourself as you wished to be addressed.

Whether you choose to identify the department is optional.

3. Have you ever said, "Please hold" to a caller? a) yes b) no Never put a caller on-hold without asking for their permission, and then waiting for their response. Putting customers on hold without their consent is a sure-fire formula to lose customers.

4. How long does it take a person on hold to become annoyed? a) 2 minutes

b) 30 seconds c) 1 minute d) 17 seconds Studies show that after only 17 seconds, callers on hold become annoyed. The exception is when the greeter explains why the caller is being asked to hold and provides the estimated time required.

Knowing beforehand how long they can expect to wait reduces the chance of annoyance, particularly among long distance and cellular phone callers.

Another option to prevent frustration is to offer the caller the option of either holding or hanging up and having their call returned within a brief, specific time period.

5. When you're talking on the phone while a visitor walks in, who gets priority? a) the visitor b) the caller The person who made the effort to show up in-person gets priority. That means you need to interrupt the caller. The quickest way to get that caller's attention is to call their name. "George, I have someone who just walked in, can I ask you to hold for a moment?" Wait for their agreement. Then acknowledged the visitor, tell them you'll be a moment, and wrap-up your telephone conversation.

If you're talking to customer in person when the phone rings, then get someone else to answer the phone, or use voice mail. Abandoning customers to answer the phone is downright rude and is a guaranteed way to lose customers. As obvious as this seems, it's one of the most common blunders in customer service.

6. When receiving a call for a co-worker, how are you most likely to respond? a) "Susan's not in right now, so I'll have to take a message." b) "Susan's still at lunch. Can I take a message?" c) "Susan's should be back soon. Could you call back in about 15 minutes?"

All of these statements have flaws that

make the greeter sound unhelpful and unprofessional. Consider each response.

Response a) - The statement, "I'll have to take a message," makes it sound like an inconvenient chore. Instead, change two words: "I'll be happy to take a message." The bonus is that you don't work any harder but you convey the impression of someone with a terrific customer service attitude.

Response b) - It's completely irrelevant that the co-worker is at lunch. The caller might be thinking, "That's a long time to be at lunch!" It's also irrelevant whether your coworker is "in a meeting" or "with a customer" or "busy". The only relevant information is they're not coming to the phone. Therefore, "Susan is not available right now" is the most appropriate response, followed by, "I'd be happy to take a message."

Response c) - Asking a caller to phone back later gives the impression that you're too lazy or disorganized to take a message. This gives a potential customer a terrific excuse to call your competitor. 'Nuff said.

The training solution If you're like most managers and business owners, you'll probably find that when you assess the phone practices within your organization, there's room for improvement. The good news is that with just a little training, it's easy to develop the skills that ensure that your customers keep coming back.

Customer service strategist and professional speaker, Jeff Mowatt is an authority on The Art of Client Service . . .

Influence with Ease®. *This article is based on the critically acclaimed book Becoming a Service Icon in 90 Minutes a Month, by customer service strategist and professional speaker Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com or call 1.800.JMowatt (566.9288).

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THUNDER BAY BUSINESS JANUARY 2014