Southside Business Exchange - Summer 2016 by AIM Media Indiana

Business Exchange southside

A DAILY JOURNAL PUBLICATION

Th e n e w

LEADER of the LIBRARY LISA LINTNER DIRECTOR JOHNSON COUNTY PUBLIC LIBRARY

ALSO INSIDE SHERMAN & ARMBRUSTER ELECTRO-SPEC GREENWOOD CHAMBER NEWSLETTER

Summer 2016

PRESORTED STANDARD FRANKLIN, IN PERMIT NO. 110

Business Exchange southside

summer 2016 I volume 14 I number 5

We’re bigger and brighter to better serve you

On the cover Lisa Lintner, director of the Johnson County Public Library, in the Trafalgar Branch. See story, Page 12 Photo by Mark Freeland/correspondent

pg. 4

pg. 5

Southside Snapshot: Facts, stats and quotes concerning the local business landscape.

Greenwood Chamber: Greater Greenwood Chamber of Commerce newsletter.

pg. 6

pg. 10

Steady Growth: Sherman & Armbruster increased business the old fashioned way.

pg. 16 Brent Tilson column: MAGIC preferred over “no problem.”

pg. 20

Rising Up Again: ElectroSpec thrives 13 years after fire nearly burned building to the ground.

pg. 17 People on the Move: Business leaders making news on the southside.

pg. 22

Corporate Chatter: Companies making news on the southside.

Advice: Transparency is the key to earning employees’ trust.

pg. 24

pg. 26

Bye, Bye, Empty Box Stores: Fewer vacancies on the southside.

pg. 27 Advice: A guidebook for corporate buzzwords.

Short Takes: Quick-hitting ideas to make your management team more efficient, successful.

pg. 28 Advice: How can you overcome negative vibes among your staff?

Southside Business Exchange is proud to present a fresh, clean look to its readers. This issue is our second with all glossy pages. As promised in our last issue, we’ve started adding more local content, including the debut column by Brent Tilson (inset), president and CEO of Tilson. Southside Business Exchange is a quarterly publication that features stories on successful local companies, discusses issues of importance to the local business community and provides plenty of advice for small business owners. Look for our Fall issue in your mail at the beginning of September. COPYRIGHT © Daily Journal, 2016 All rights reserved. SUBSCRIPTIONS southside business exchange is published quarterly by the Daily Journal. The magazine is mailed at no charge to businesses throughout greater Johnson County. To subscribe, send your name and address to: Daily Journal, P.O. Box 699, Franklin, IN 46131 E-MAIL: biz@dailyjournal.net EDITOR: Paul Hoffman 736-2721 phoffman@dailyjournal.net STAFF WRITER: Amy May 736-2726 amay@dailyjournal.net ADVERTISING: Chris Cosner 736-2750 ccosner@dailyjournal.net POSTMASTER Send address changes to: Daily Journal, P.O. Box 699, Franklin, IN 46131 summer 2016 I southside business exchange

southside snapshot business indicators for johnson county

Percent Change Mar 16/ Mar 15 2.98 2.84 6.2 0.1

Feb 2016 Mar 2016 Labor Force 78,054 77,993 Employed 74,564 74,445 Unemployed 3,490 3,548 Unemployment Rate (pct) 4.5 4.5 Note: All figures not seasonally adjusted SOURCE: Ball State Center for Economic and Business Research

by the numbers Best Bang for Your Buck SmartAsset, a New York financial technology company, has released its second annual study on property taxes. Johnson County ranked No. 10 among Indiana counties getting the most ‘Bang for their Buck’ on property taxes, up from 12th last year. In addition to property taxes, the study analyzed the quality of local schools and the local crime rates to see where people were seeing the most value. Property School Crimes Per Overall County Tax rate Rating 100K people Value Index 1 Jay 0.63% 8 517 97.83 2 Daviess 0.74% 6 305 97.64

County 3 Blackford 4 Wells 5 Miami 6 Hancock 7 Brown 8 Greene 9 Ripley 10 Johnson

Property Tax rate 0.83% 0.53% 0.51% 0.92% 0.51% 0.75% 0.62% 0.92%

School Rating 7 8 4 9 8 6 10 10

Crimes Per 100K people 445 707 536 384 617 549 829 496

Overall Value Index 97.53 96.25 96.10 95.54 95.46 95.43 95.16 94.98

what did they say? “It was a difficult decision, but it was the right decision.” Ginny Byrd, president of Byrd Enterprises, on the closing of Jonathan Byrd’s in Greenwood

“I personally wouldn’t want to be dining next to others who are vaping. I’d rather err on the side of what probably the majority of the public would want to see.” Greek’s Pizzeria and Tapp Room owner Jason Tapp, who has banned the use of vapes or e-cigarettes inside the restaurant.

“Workspace sharing is the thing of the future. For younger professionals, this is where the workforce will be working. Coworking offices have a million statistics, but the studies I have read lead me to believe there is a tremendous opportunity here.” Franklin Mayor Joe McGuinness

“Hemp grows well wherever corn grows. So we expect that Indiana could be a major grower of hemp for the Midwest, Ohio Valley area. But one thing we don’t know right now is the full economics.”

“It’s just amazing to be a part of it. It’s going to be a really, really great life experience.”

Joe Kelsay of Kelsay Farms on anticipating handing milk to the winner of this year’s Indianapolis 500.

“We didn’t want to give back the funding, but there really wasn’t much of an alternative.”

Greenwood city engineer Mark Richards on the city returning $1.8 million in state and federal grants for a project to improve the traffic flow at State Road 135 and Smith Valley Road because the cost of the project came in at double what was expected.

“Looking at this building from the front, it looks like an office. But when I walked in, I saw the potential right away. For me, it’s all about the environment and the ambiance. I want to be settled in when all of this change downtown starts happening. The initiative to open a taproom was the revitalization of downtown. I just realized it was time to make this move.”

Planetary Brewing Co. founder and owner Andrew Groves on plans to open a taproom this summer at 188 S. Madison Ave. in downtown Greenwood.

George Blankenbaker, manager of southside-based Real Hemp

Did you know that you can read past issues of Southside Business Exchange online? Go to dailyjournal.net, click on ETC. tab, then Magazines

summer 2016 I southside business exchange

Directions SUMMER 2016

Chamber Awards 2016 top businesses, volunteers

he Greater Greenwood Chamber honored seven outstanding companies and business people at its Annual Chamber Celebration held April 21 at Jonathan Byrd’s Banquet Center. The Chamber presents the awards annually to acknowledge outstanding business achievement, remarkable construction, and extraordinary volunteerism. The 2016 awards and winners are: ● Ambassador of the Year: Ray Stapleton, director, Expense Reduction Analysts ● Member of the Year: Cynthia Williams, general manager, Johnny Carino’s ● Pride and Progress Award for New Construction: Magnolia Springs SouthPointe ● Pride and Progress Award for Renovation: Wilson St. Pierre Funeral Service & Crematory, Greenwood Chapel ● Salute Award - Large Business: Texas Roadhouse Greenwood ● Salute Award - Medium Business: Mallow Run Winery ● Salute Award - Small Business: Storm Chiropractic Clinic

Mark your calendars Tuesday, June 7

Thursday, July 28

Business Matters Luncheon, 11:30 a.m. to 1 p.m.

Chamber Golf Classic, 7:30 a.m. and 1 p.m.

Thursday, June 16

TBD: August

Business After Hours, 5 to 7 p.m.

Legislation Matters Luncheon, 11:30 a.m. to 1 p.m.

Wednesday, June 22 Membership 101, 8:30 to 10 a.m.

Tuesday, August 9 Business Matters Workshop, 8:30 to 10 a.m.

Tuesday, June 28 Business Matters Workshop, 8:30 to 10 a.m.

Wednesday, August 24 Business Matters Workshop, 8:30 to 10 a.m.

Tuesday, July 12 Business Matters Workshop, 8:30 to 10 a.m.

Thursday, August 25 Membership 101, 8:30 to 10 a.m.

Thursday, July 14

Visit GreenwoodChamber. com for more information and to register to attend an event.

Events Sponsored by: ● 2355 Productions ● Center Grove ICON ● Franciscan St. Francis Health ● Indiana Members Credit Union ● Johnson Memorial Health ● Zoë Facility Services Inc.

Connections!, 7:30 to 10 a.m.

A publication of the Greater Greenwood Chamber ● www.GreenwoodChamber.com 65 Airport Parkway, Suite 140 Greenwood, IN 46143 ● 317.888.4856

STORY AND PHOTO BY AMY MAY

local success story

LASTING LEGACY

Steady growth hallmark of Sherman & Armbruster From left, front row: Marty Armbruster, Pat Sherman. Back row: Stephanie Willison, John Grant, Angela Coy.

herman & Armbruster is all about longevity. Founded in 1983 by Pat Sherman and Marty Armbruster, the firm, which provides accounting and tax services through Sherman & Armbruster, LLP and investment advice through Treybourne Wealth Planners, has seen steady growth in its client base, its employees and its services offered. What began as a partnership with two certified public accountants has slowly and steadily expanded to include five partners and 10 employees.

summer 2016 I southside business exchange

Armbruster approached Sherman in 1982 to discuss an accounting firm partnership. Armbruster had worked for a regional CPA firm and was the controller of a southside construction products company. Sherman had been involved in law enforcement but finished his accounting degree and wanted to start a firm. They began helping clients with individual tax returns, business support services and other accounting needs and added wealth planning and investment management a few years later. John Grant joined the firm in 1992 as a partner, re-entering public practice after 10 years in private industry. He also brought a strong background in

Sherman & Armbruster

Address: 609 Treybourne Drive Greenwood, IN 46142 Phone: 317-881-6670 Website: www.shermanandarmbruster.com Owner/founder: Pat Sherman and Marty Armbruster Founded: 1983 Number of employees: 15

management consulting and operations management. Angela Coy started working for Sherman & Armbruster in 1996 as an intern while attending Franklin College. She joined the company full-time in 1997 as an accountant and was made partner in 2010. In 1985, Sherman & Armbruster created its investment and financial planning division, Treybourne Wealth Planners. Armbruster devoted his time exclusively to this portion of the business, which was where his interests were. Stephanie Willison, who also once was an intern at the firm, became a partner of Treybourne Wealth Planners in 2010. She had previously worked for two investment management companies.

Longtime clients Many of Sherman & Armbruster’s clients have been with the company since the beginning, Willison said. “What we offer is a personalized approach in how we deal with people,” she said. Treybourne Wealth Planners is not a brokerage firm, but an independent adviser service. She and Armbruster do not get paid on commissions, so there are no conflicts of interests or motiva-

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tion to steer clients toward a particular investment instrument, such as stocks or annuities. “We don’t sell anything. We’re strictly a service,” Armbruster said. Many of the accounting and tax clients have also been with Sherman & Armbruster for years, Coy said. “It goes back to that personal relationship. We know them personally; we’ve been out to dinner with them,” she said. “It’s more than just preparing a return,” Grant added. “We are available 12 months a year. Things happen throughout the year. They might sell a business or have a death in the family and need help with that. Tax preparation is what people see as one of the primary work products. In reality, it’s a base service.” Coy said the company also offers a variety of business services, such as helping a business owner set up a bookkeeping system and processing payroll. “We can do as much or as little as they require,” she said. When Sherman & Armbruster was started, all the investment and tax services where handled by all the partners, since many of those services cross over for lots of the clients. There are now two compa-

It goes back to that personal relationship. We know them personally; we’ve been out to dinner with them. Angela Coy

”

summer 2016 I southside business exchange

nies: Sherman & Armbruster CPAs are the accounting side; Treybourne Wealth Planning is a registered investment firm for people planning for their financial future, Armbruster said. The companies had to formally separate in 2001 due to federal regulations, but Armbruster said it is also advantageous from a marketing standpoint to have one business that handles taxes and accounting and another one that works in investments and wealth management. “They have different goals and objectives. I think it reflects that,” Grant said of the two businesses. While all the partners at Sherman & Armbruster are CPAs, Armbruster and Willison also hold Certified Financial Planner and Personal Financial Specialist designations, which require additional education and certifications relevant to the investments business. Many of their clients use both companies, Sherman said. Grant said the partners had a two-year discussion about the naming of Treybourne Wealth Planning. They wanted a good, solid name and they knew they weren’t planning to move from Treybourne Business Park anytime, so they chose to name it after its address. Armbruster has been named a Five Star Best in Client Satisfaction Wealth Manager every year since 2009. Treybourne Wealth Planners was also named to CNBC’s Top 100 list in the United States in 2015.

Customer and contractor Sherman & Armbruster has 1,200 individual clients and 400 business clients. Johnson County resident Jeff Owen is both a personal and business client. Besides owning J Owen Media, a marketing company, Owen’s wife is a partner in a family business in Illinois. They needed professional tax preparation.

Marty Armbruster and Stephanie Willison of Treybourne Wealth Planners, the investment and planning division of Sherman & Armbruster.

“Business taxes are not something I can sit down and do myself. We have to file in three states,” Owen said. But he also sought financial advice when he started J Owen Media. For example, they helped him understand the legal and financial implications of hiring employees vs. using independent contractors. Sherman & Armbruster can help a small business owner create a succession plan for the business, decide whether or not to file as a limited liability corporation or assist after a business is sold, Owen said. “You have money after selling, so what do you do with it?” Owen said. “I sat down with them and they walked me through that process to get started. They were really helpful, especially on the tax strategies,” Owen said. He is also comfortable with Treybourne Wealth Planners assistance with his retirement benefits and long-term financial planning. “They are your coach and partner through the process,” he said. Owen enjoys the relaxed, family atmosphere at the small company. They know each others’ clients, and when a client calls, they always pick up the phone. “I really think it’s two things. The longevity of the partners and the relationship

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with their clients,” Owen said. “They work with a lot of small businesses and small business families. They really serve as a partner with those families.” Although Sherman & Armbruster is a small company, Owen said he sees the same level of expertise you would expect to find in a high rise firm in Indianapolis. Sherman & Armbruster is also a client of J Owen Media. As their promoter, Owen is quick to point out Sherman & Armbruster’s numerous contributions to the community.

Partner philanthropists “We’re large enough and have been around a long time to know our roots are founded in our community,” Sherman said. Sherman & Armbruster was a founding donor and member of the Johnson County Community Foundation, helping the organization structure its endowment funds and investments, and it is an investor in Leadership Johnson County. Sherman & Armbruster participates annually in the United Way Day of Caring and recently received its Paramount Award, which is the highest award the agency gives to its volunteers. “We’ve been actively involved for six years with United Way,” Grant said. “The firm has been very active, first with finan-

We’re large enough and have been around a long time to know our roots are founded in our community.

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Pat Sherman

sherman, page 28

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local success story

By Ryan Trares Daily Journal staff writer

OUT OF THIS WORLD

SUCCESS Thirteen years after blaze, Electro-Spec reaching for the stars

he most sophisticated weather satellite ever made was stuck on the ground. NASA created the $1 billion Geostationary Operational Environmental Satellite to provide continuous imagery and atmospheric measurements, including total lightning data, in order to better understand extreme weather. But during pre-launch testing, the satellite repeatedly malfunctioned. A minuscule yet vital gold-plated component inside the machinery kept failing. So NASA turned to a Franklin-based

Pictured from left: Shawn Kennedy empties a basket of gold-plated parts at ElectroSpec in Franklin. // Gold-plated parts hang at the plant. // Electro-Spec president Jeff Smith talks about his company, which plates parts for the medical, aerospace and telecommunication industries. Photos by Scott Roberson

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Electro-Spec

Where: Franklin Who: President Jeff Smith What: A leading specialty plating facility, focusing on gold, silver, nickel and tri-alloy electroplating for parts in aerospace, medical, telecommunications and other industries. Employees: 80 Founded: 1959

expert to make its satellite fly. Electro-Spec has emerged as an international leader in creating the integral metal-plated parts for everything from pacemakers to automotive safety systems to aerospace satellites. For its work, the company has been honored by at least one industry publication as the top company in its field. Thirteen years after a fire nearly burned the plant to the ground, Electro-Spec has rebuilt itself inside and out, reaching the

pinnacle of plating companies worldwide. “The last thing we want is for a satellite to fail or a missile to fail or a defibrillator to fail,” president Jeff Smith said. “Most of what we do is ‘high reliability.’ These applications go into space, go into the human body, go into safety-critical components in automobiles. It has to perform.” Electro-Spec specializes in coating parts in gold, silver, nickel, copper and alloys. The process helps prevent important pieces of machinery from corroding, wearing down or working improperly, Smith said. The companies that Electro-Spec works with require that the parts function as reliably as possible. “Any degradation in the metal can lead to failure,” Smith said. “We share with the employees that everything you do is really, really critical. We try to impress upon every-

These applications go into space, go into the human body, go into safety-critical components in automobiles. It has to perform. Jeff Smith, Electro-Spec president

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”

Electro-Spec Timeline

1959: Electro-Spec founded. 1997: Jeff Smith becomes owner of Electro-Spec after purchasing majority share of the company. March 18, 2003: The Electro-Spec factory on Earlywood Drive in Franklin is reduced to rubble after machinery sparks a fire. Ten days later, the company is forced to lay off 20 of its 48 employees due to the fire. June 2003: Remaining employees work on data and inventory recovery, as well as working with customers and vendors in the hope the factory could start manufacturing again. November 2003: Electro-Spec reopens in a new plant on RJ Parkway in Franklin. Using equipment purchased from an entire plating division of a company in Vermont, as well as European-made, fully automated plating equipment, Smith hoped to rebuild Electro-Spec with advanced technology. February 2008: About five years after the fire, Electro-Spec employs 45 people and signs a multimillion-dollar contract with Energizer to do plating for batteries. It was the second big contract in a year after contracting in 2007 with an automotive provider to produce 28 million brake components. October 2011: Franklin Redevelopment Commission provides a $438,000 grant to Electro-Spec to help it purchase a Kansas City, Kan., plating company and relocate to Commerce Parkway. Late 2011: The company moves into its current building, a 60,000-squarefeet facility on 12 acres of land, suitable for expansion in the future. March 2013: As it recognizes the 10th anniversary of the fire that destroyed the plant, Electro-Spec expands to 82 employees, working three shifts, five days per week. June 2015: Electro-Spec is named one of 50 “Top Shop” by Products Finishing magazine, recognizing the best electroplating companies in the U.S. March 2016: Electro-Spec is again named a “Top Shop.” The company now has 80 employees, and has helped create vital parts for NASA satellites and Medtronic medical devices.

body how critical everything we do is.” Electro-Spec has worked on parts for life-saving equipment such as a defibrillators, muscular-skeletal devices that provide relief for patients with Parkinson’s disease and insulin pumps for people with diabetes. The company has provided key components for Lockheed Martin to create the Patriot Advanced Capability-3 missile, a foremost defense system for the military against enemy fire. With Electro-Spec’s help, NASA will able to launch its weather satellite in late 2016. The work its employees do is amplified when thinking about the sensitive ways these parts are used. “Anything we get from our customers that we can share, we do,” said Mary Gordon, plant manager. “Some of the

videos from (medical device manufacturer) Medtronic, we’ve had employees cry. Because it’s really great to know you’ve been part of something like that.” None of that work seemed possible March 18, 2003, after fire reduced the thriving machinery plant on Earlywood Drive in Franklin to ruin. Faulty electrical equipment started the blaze, which destroyed Electro-Spec’s building. Though no one was hurt, the plant had to temporarily shut down production. Twenty of the business’ 48 employees were laid off. At the time, Smith called it the worst week of his life. But he vowed to rebuild, and the disaster provided a window of opportunity for the company to take advantage of technolog-

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success, page 29 summer 2016 I southside business exchange

MO THAN BO

Johns Publ rolls with

STORY PHOTOS B

Above: Johnson County Public Library Director Lisa Lintner in the history room at the Franklin branch, which is celebrating its 105th anniversary this year. At right: Christopher Stout helps Penelope McIntosh with headphones and computer games in Franklin.

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or centuries, libraries h and organize collection sible to those needing t However, archival pro research and access info industry, particularly in the last sev “I’ve been in libraries for 20 years Lintner, director of Johnson Count 10 years is the inclusion of electron “We’ve had databases online for programs has really increased in re available through which people can Much of what a library can offer and according to Lintner, most pu erty taxes and local income taxes. “As libraries like ours grow, we re so we definitely look at trends,” sh Lintner, hired to run the Johnso that U.S. libraries spent an average in 2008, while Johnson County wa nearly 9 percent now. Modern-day libraries offer much though. “Between 2014 and 2015, we saw

MORE AN JUST OOKS

hnson County Public Library with the changes

STORY BY GREG SEITER OTOS BY MARK FREELAND

libraries have served essentially the same purpose … to gather collections of documents and to make those documents accesneeding them. rchival processes and the methods by which individuals access information has changed dramatically in the library he last several years. or 20 years and have seen many trends and changes,” said Lisa on County Public Library. “One of the greatest ones in the last of electronic media for libraries to make available to patrons. online for a long time, but the content of books, music and ased in recent times. Even now, some libraries make courses people can earn certificates.” can offer to the public depends on budgetary availability, r, most public libraries are funded through residential propme taxes. grow, we really want the best for our donated and tax dollars, rends,” she said. he Johnson County Public Library system last October, said an average of 10 percent of their money on electronic content County was at 6 percent. Local numbers have increased to

ffer much more than book, newspaper and magazine content,

15, we saw a 54 percent increase in downloads, and a lot of

Computers in the children’s area of the Trafalgar Branch.

JOHNSON COUNTY PUBLIC LIBRARY www.pageafterpage.org LIBRARY SERVICES CENTER 49 E. Monroe St. Franklin, IN 46131 (317) 738-9835 Director: Lisa Lintner

CLARK PLEASANT BRANCH 530 Tracy Road, Suite 250 New Whiteland, IN 46184 (317) 535-6206 Branch Manager: Tiffany D. Wilson FRANKLIN BRANCH 401 State St. Franklin, IN 46131 (317) 738-2833 Branch Manager: Sarah Taylor

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TRAFALGAR BRANCH 424 S. Tower St. Trafalgar, IN 46181 (317) 878-9560 Branch Manager: Todd Jones WHITE RIVER BRANCH 1664 Library Blvd. Greenwood, IN 46142 (317) 885-1330 Branch Manager: Linda Kilbert

We’ve had databases online for a long time, but the content of books, music and programs has really increased in recent times. Lisa Lintner Director, Johnson County Public Library

”

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Lauren Baumgardner, left, with her daughter, Taylor Baumgardner, and Taylor’s friend, Belle Burris, in the children’s materials area at the franklin Branch.

that can be attributed to a new service – Hoopla – that allows people to stream movies and television shows,” Lintner said. “Every time we bring in a new service like that, we anticipate an increase in usage. “Still, the bulk of our business involves having things checked out from shelves. We had more than 900,000 of those last year.”

Downloading magazines The Johnson County Public Library, which serves all of the county except for the city of Greenwood and the town of Edinburgh, has yet another new service that may cut back on physical check-outs from its four branches. In fact, many expect Zinio for Libraries to have a significant impact on the marketplace. “By using your library card, you can download more than 70 magazines to electronic devices and can keep them for as long as you want,” Lintner said. “It’s much different than ebooks. “This is an example of us constantly looking at the budget we have and making it work for what we think the community can use. Our budget is not dramatically increasing, so we have to manage money well so we can provide the best bang.” Lintner and the Johnson County Public Library board are also focusing efforts on

summer 2016 I southside business exchange

improving the physical attributes of each branch. “We are in the process of really determining what our buildings need. I think this is a national trend, too,” she said. “We have some locations like Clark Pleasant where it is difficult to get another book to fit on the shelf. So, we have to ask ourselves ‘what is the best use of these buildings?’ “Libraries are being designed today as very flexible community spaces. They have shelving for books, but they’re also a place where people can have space for their lives.” Lintner cited examples such as family exploration into ways to prepare preschoolers for kindergarten and places for adult selfstudy in which plenty of quiet space is accessible. She even indicated that many libraries are being designed so that adequate community meeting space is available. “The board is looking at the future of library buildings in Johnson County and will need a lot of community input,” she continued. “It takes the community to tell us for us to know what to improve.” Even the librarians in Johnson County seem to be changing. library, page 30

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By Brent Tilson

No problem? We prefer to use MAGIC

t a recent luncheon, I asked the waiter if I could have a lemon with my glass of water. His response — “No problem” — is the customer service equivalent of fingernails on chalkboard. An overreaction? Maybe. Some may say this is simple slang for “of course, I will be happy to get that for you.” But use of the word “problem” indicated that it might have been one in another time or place. This initial experience got us off to a bad start, and I became concerned about the remainder of the business luncheon. This was an important meeting, and I hoped his service wouldn’t be a further distraction. Businesses today make significant investments in technology, facilities, marketing, infrastructure and people to provide their products and services. Marketing materials are written and rewritten with each word scrutinized to appeal to the consumer. The design of a restaurant or retail store is thoroughly vetted to provide a unique customer experience. Software and systems are designed to provide efficiency along with quality products and services. People are evaluated and hired based on their

knowledge, skills and capabilities. Yet, all this planning and effort can be ruined by simple customer service carelessness. If the waiter had simply said, “My pleasure,” to my request for a lemon, the experience would have been completely different because that phrase carries a positive connotation instead of a negative one. Businesses today must focus on the customer experience if they are going to compete for the customer’s hard-earned money. You can’t merely hire employees and expect them to come hard-wired to provide great customer service. They must be trained, and that training must be continually reinforced. Many years ago, my company banned “no problem” and insisted on “my pleasure” as the proper response to a customer’s request. But that was insufficient for covering all of the daily interactions we had with customers. We then found MAGIC: Make a Great Impression on the Customer, developed by Diane Berenbaum and Tom Larkin. MAGIC is now a part of our lives through ongoing training and daily usage. Our employees understand what it takes to pro-

vide high-quality customer service, and that includes avoiding industry slang words, acronyms and other un-MAGIC communications. Not so long ago, a new employee in the benefits department thanked me for the MAGIC training, saying it’s been a great help to her in answering benefits questions all day. A client recently praised her customer service skills, saying all interactions with our company have been very professional. What are your employees saying to your customers that is the equivalent of “no problem”? How can you ensure that you have consistently good customer service? How can you make it a part of the culture of your organization? Businesses today must make customer service a priority for their long-term success. They need to find a training program that can be repeated, reinforced and monitored. Believe me, you owe it to your customers. B Brent Tilson is president and CEO of Tilson, an HR management company based on the south side of Indianapolis. Send comments to biz@dailyjournal.net.

RIBBON CUTTINGS

Hometown Insurance and Real Estate celebrated its new location with a grand opening and ribbon cutting ceremony on April 21. Hometown is located at 26 E. Jefferson St., Franklin. Photo by Franklin Chamber of Commerce.

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The Franklin Elks Lodge celebrated its new location with a grand opening and ribbon cutting ceremony on April 22. The lodge is located at 56 E. Jefferson St., Franklin. Photo by the Franklin Chamber of Commerce.

people on the move people making news on the southside

Credit union names branch manager

Indiana Members Credit Union recently announced Lori Foudray as the branch manager for the credit union branch at 5940 E. Stop 11 Road, Indianapolis. She has worked for the credit union for 27 years, FOUDRAY most recently as the call center lending manager. Foudray is a southside resident.

Assistant director attends program

Nora Hoover, assistant director for secondary curriculum for the Center Grove Community School Corporation, has completed training at the Indiana Principal Leadership Institute. The program at Indiana State University’s Bayh College of Education is a two-year course that emphasizes student success. Hoover was previously principal of Center Grove Middle School Central for two years and assistant principal for nine years. Hoover was part of the second cohort of school leaders to participate in the course.

New agents hired at real estate office

The Franklin-based Smythe and Co. real estate office has hired three new agents. Janna Long was raised in the Center Grove area and has lived in Franklin for 21 years. She worked with her husband, Mike, for 20 LONG years at their business. They are active in supporting school and community teams, organizations and local businesses. Gary Baldwin has more than 20 years of sales and marketing experience. He earned his

bachelor’s degree in business from Indiana Institute of Technology and practiced real estate in northern Indiana. He and his wife, Christina, live in Franklin. Christy Norton is a resident of Franklin where she resides BALDWIN with her husband. She is a graduate of Franklin Community High School and Ivy Tech Community College, where she earned a degree in nursing. She has more than NORTON 10 years of experience buying and selling properties in Johnson and surrounding counties.

Job corps placement specialist honored

Rick Hayes, a career transition specialist for the American Business Corp. office at the Atterbury Job Corps program, has received first-place awards in graduate placement and earnings. He helps students receive additional education, train for a specific career or obtain life skills training.

Van Til Named IBA president

Amber R. Van Til has been named president of the Indiana Bankers Association, effective March 31, and has been designated successor to S. Joe DeHaven, chief executive officer of the IBA, when he retires in 2017. She joined the Association in 2002. In VAN TIL 2015, she earned the Association Professional of the Year by the Indiana Society of Association Executives, and in 2008, she won in the category of Banking & Financial Services for the Best & Brightest awards, sponsored by Junior Achievement of Central Indiana Inc. She resides in Greenwood.

Greenwood resident joins Indiana Farm Bureau

Richard Warren, of Greenwood, has joined Indiana Farm Bureau Insurance as an agent based in the Greenwood office, 972 Emerson Parkway, Suite B. He has completed Indiana Farm Bureau Insurance’s professional insurance training program. Warren, of Greenwood, attended Ivy Tech Community College.

Realtors honored at banquet

Several F.C. Tucker Company Indianapolis South office sales associates were honored in February at the firm’s annual awards banquet: Indianapolis Top 10, with licensed team members: Coffey Team, South office Indianapolis Top 10, without licensed team members: Mike Cagle, South office

President’s Club, based on income or sales over $5 million: Steve Burkhardt, Mike Cagle, Coffey Team, Tony Coykendall, Monteith Realty Group, Reel Team, Waggoner Goff Group Platinum Club, sales over $15 million: Smalling Group, Coffey Team

Home Bank names vice president

The Home Bank announced Lydia Brown of Greenwood was appointed as vice president/internal auditor and risk officer. A 2010 graduate of Kelley School of Business Indianapolis with a double major in accounting and finance, she has been with Home Bank SB since 2010. BROWN She is a member of the Financial Manager’s Society and the Indiana CPA Society. She serves on the nonprofit board of the League of Miracles.

Doctor joins Franciscan network

Dr. Christopher J. Dull has joined Franciscan Physician Network and will serve as a psychiatric liaison to clinicians who provide care to inpatients at Franciscan St. Francis Health-Indianapolis. He joins Dr. Beth A. Johnson in practice. He most previously served as medical director of the geropsychiatry unit at Sumner Regional Medical Center in Nashville, DULL Tennessee, and Skyline Medical Center. He was the owner of Hopeways, an addiction psychiatry practice in Franklin, Tennessee.

Pair add expertise to local firm

Tim Lory and Christina Brooks have joined Realty World-Harbert Co., a Greenwood-based real estate brokerage firm, as distinguished Realtors/ broker associates. Lory has a 14-year background in banking. He is a graduate of Perry Meridian High School and has a bachelor of science degree LORY in financial services from the University of Indianapolis. Brooks is a longtime small business partner and owner with SCN Inc. and Prometheus Investments LLC. She is a graduate of Indiana University with a BROOKS bachelors of arts and science. She also has several years of experience in residential real estate.

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Golf outing aids nonprofits

RIBBON CUTTINGS Brian Leslie Salon, 102 W. Jefferson St., Franklin, celebrated its grand opening with a ribbon cutting ceremony on March 14. Photo by the Franklin Chamber of Commerce.

Gigi’s Sugar Shack celebrated its opening with a ribbon cutting ceremony on Monday April 25. Gigi’s is located at 377 E. Jefferson St., Franklin. Photo by the Franklin Chamber of Commerce.

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continued from page 17

Credit union hires new director

Financial Center First Credit Union has hired Joan Kerulis as its new director of internal audit. She has32 32years yearsof ofexperience experience Shehas in auditing, working most recently in internal audit at Ameriana Bancorp. She has a Bachelor Bachelor Scienceindegree in management business manof Scienceofdegree business agement fromUniversity. Purdue University. from Purdue

Indiana Heart Physicians welcomes new member

Dr. Daniel G. Walsh has joined Indiana Heart Physicians, a practice of Franciscan Physician Network. Board-certified in cardiovascular disease, he most previously was affiliated with Cardiology Associates WALSH of Birmingham in Bingham Farms, Michigan. He also was on staff at Beaumont Hospital in Royal Oak, Michigan.

Manager awarded top company honor

McDonald’s Trafalgar restaurant manager Linda Ball was recently recognized as a 2015 Outstanding Restaurant Manager by the company.

YMCA employee gets state honor

The Arthur R. Baxter YMCA announced that associate wellness director James Pope has been given the Shining Star Award at the YMCA Indiana Network Assembly. He has a bachelor’s degree in exercise science and is a certified personal trainer through the American College of Sports POPE Medicine. He is a coach in the YMCA’s small group circuit training program called Synergy.

Local residents help library earn award

Carolyn Adams and Steve Manier, both of Greenwood, and Ron Seats of the Indianapolis southside, were among the Indianapolis Public Library accounting staff that won a Certificate of Achievement for Excellence in Financial Reporting awarded to the library for the 25th consecutive year.

Aspire Johnson County names co-chairs for 2016

Aspire Johnson County has announced co-chairs for 2016: Jeff Owen, owner of J Owen Media and Kent DeKoninck, superintendent of Greenwood Community Schools. Aspire also announced three team co-chairs for 2016:

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The Give Back Gals will host its women’s only golf tournament at Hickory Stick Golf Course, 4422 Hickory Stick Blvd., Greenwood, on June 8. Entry for a team of four is $249 and includes a 1 p.m. shotgun start, cart, post outing reception and more. The Give Back Gals fund was established to give women a way to give back to the community through an all ladies golf outing. The fundraiser supports Leadership Johnson County, Johnson County Community Foundation and Habitat for Humanity of Johnson County. Info: Kim Minton at kimm@ jccf.org or 317-738-2213. To register or be a sponsor, visit www. jccf.org. B

Growth and Planning: Eric Vermilion, Financial Center First Credit Union; and Teresa Harwood, Lee and Associates. Talent Attraction and Retention: Bev Martin, Johnson County Public Library; and Nicole Otte, Central 9 Career Center. Placemaking: Cindy Cook, retired; and Katy Cavaleri, Magnify Marketing.

New loan officer named for bank

Home Bank SB recently announced that Will Cosgrove has become a commercial loan officer. Cosgrove worked most recently as a commercial credit analyst for a community bank. He obtained his bachelor’s degree in business administration and finance from IUPUI. He is a veteran COSGROVE of the U.S. Army and managed an online ordering system called WildcatEats.com. He and his wife volunteer with the Ronald McDonald House and support veteran causes such as the Wounded Warrior Project.

Correctional Correctional facility facility honors honors employees employees

Edinburgh Edinburgh Correctional Correctional Facility’s Facility’s Brianna Brianna Newton, hasreceived receivedthe theaward awardfor forEmployee Newton has Employee theMitchell Year, and Mitchell of the Year,ofand Young wasYoung named was named Officer of theOfficer Year. of Bthe Year.

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In 2015, the credit union created two fulltime positions for financial education, hosted 35 seminars for credit union members, lunchtime workshops for employees of its business members, weekly seminars and more than 50 seminars through partnerships with other local community organizations.

Center Grove praised for software use

corporate

chatter

companies making news on the southside

Johnson Memorial recognized

Johnson Memorial Health was recognized as a 2016 PRC Five Star Excellence in Healthcare Award winner for scoring in the top 10 percent nationally by national healthcare research leader Professional Research Consultants Inc. at the 2016 Excellence in Healthcare Conference in Miami.

Franklin Chamber sets golf outing

The Franklin Chamber of Commerce will hold its 38th annual golf outing at Hillview County Club on June 2. Info: www.franklincoc.org or 317-736-6334

Youth sports group receives donation

Greater Whiteland Baseball Association was given a $10,000 donation by Ray Skillman Alfa Romeo Fiat South in New Whiteland. The money will be used to buy new protective equipment, brick dust and field and concession stand maintenance.

Maternity program recognized

Franciscan St. Francis Health-Indianapolis has been recognized as a Blue Distinction Center for Maternity Care by Blue Cross Blue Shield Association, which means the hospital met nationally established criteria by demonstrating expertise in delivering quality specialty care, safely and effectively. Meanwhile, the $37 million expansion and renovation of the Women & Children’s Center opened in the spring and includes a wellness suite, Neonatal Intensive Care Unit and Post Partum and Newborn Nursery Unit.

Credit union receives award

Financial Center First Credit Union has been awarded the National Desjardins Adult Financial Education Award from the Credit Union National Administration for the second consecutive year. The award recognizes outstanding leadership for personal finance education programs through face-to-face teaching, publicity and organizational collaboration.

Johnson County Commissioners and the Duke Energy Foundation. These funds will allow the program to plan a placemaking workshop for the county with nationally recognized speakers, as well as continue the work of the three focus teams. Aspire Johnson County is a program of Johnson County Development Corp.

IMCU sponsor of baseball team

Skyward, a K-12 school administrative software provider, named the recipients of its Leader in Excellence Award, including Center Grove Community School Corporation, at a recent conference. The award recognizes K-12 districts and individual administrators who are using Skyward to inspire new technology initiatives.

Indiana Members Credit Union will be a sponsor of the Indianapolis Indians starting with this baseball season. The sponsorship includes an exclusive Indianapolis Indians debit card, website advertising, TV and radio advertisements, in-stadium display and a new in-game strikeout feature called “IMCU Later.”

Greenwood-based Tilson, a provider of human resources and management solutions to companies nationwide, is encouraging a healthier work-life balance for its clients and their employees by offering a new travel planning service through a partnership with Tilson Travel. Tilson client employees have the opportunity to book pre-packaged leisure trips at a discounted rate and craft individual travel experiences for their families.

The Franklin Chamber of Commerce board of directors and staff welcomed 12 businesses to its membership during its April meeting. They are: • Apex Telecom Inc., 150 W. Jefferson St., Franklin • Edmundson RV Sales and Service, 14501 U.S. 31, Edinburgh • Epic Computer Service, 300 International Drive, Franklin • Fairway Independent Mortgage Corp., 40 W. Court St., Franklin • Hamm Well Drilling, 1070 S. 550 East, Franklin • I Do I Dos LLC, Franklin • JanitizeIndy, 432 S. Emerson Ave., Greenwood • Mindy Clark Agency-Farmers Insurance,121 E. Monroe St., Franklin • Ray Skillman Alfa Romeo Fiat South, 1099 N. U.S. 31, New Whiteland • TLC Real Estate Indy LLC, 821 N. State Road 135, Greenwood • Shell Fuel Station, 2151 N. Morton St., Franklin • Staff Management, 2441 N. Morton St., Franklin

Travel planning offered through Tilson

Campus honored by Arbor Day Foundation

Franklin College earned 2015 Tree Campus USA recognition by the Arbor Day Foundation for its commitment to effective urban forest management, marking the third consecutive year the college has received the designation.

Credit Union wins national video contest

Indiana Members Credit Union was awarded $10,000 from CU Solutions Group through its Share the Love Campaign. The campaign invited credit unions nationwide to create videos that showcase the good work they do in their communities. IMCU was one of three credit unions that received the most public votes to win the donation. Indiana Members Foundation will use the money to help provide school supplies and uniforms to underserved children.

Grant to fund lectures in Franklin

Indiana Humanities has awarded grants of up to $2,000 each to 13 nonprofit organizations for projects that seek to engage the public in the humanities. Franklin College received $1,997 for The Future is Now: Indiana Creative Writers Read. The program will take place in September and November 2016 and in February 2017 and include creative writers and scholars exploring the future of Indiana through readings and lectures offered to the community.

Groups donate to Aspire

Aspire Johnson County has received contributions for funding for its county-wide collaborative from the Metropolitan Indianapolis Board of Realtors, Johnson Memorial Health, the

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Franklin Chamber welcomes new members

Greenwood chamber welcomes new members

The Greater Greenwood Chamber of Commerce recently welcomed new businesses to its membership. For more information, visit the chamber’s online directory at GreenwoodChamber.com • Costco Wholesale, 4628 E. County Line Road, Indianapolis • CrossFit Healthy Nut, 1480 Olive Branch Parke Lane, Greenwood • Eagle Financial Designs, 720 Executive Park Drive, Suite 2500, Greenwood • Enterprise Real Estate Services LLC, 5340 Commerce Circle Suite C, Indianapolis • Flora Brothers Painting, 1834 S. County Road 1050 E, Indianapolis • Forum Credit Union, 791 S. State Road 135, Suite A, Greenwood • Heartland Collegiate Athletic Conference, 205 S. Madison Ave., Greenwood

• Hops and Fire Craft Tap House, 1259 N. State Road 135, Greenwood • Huntington National Bank, 404 E. Thompson Road, Suite A, Indianapolis • Kumo Japanese Steakhouse, 1251 U.S. 31 North, Unit P210, Greenwood • Maurer Surveying Inc., 4800 W. Smith Valley Road, Suite P, Greenwood • Poynter Sheet Metal, 775 Commerce West Drive, Greenwood • Rescue Duct LLP, 261 Leaning Tree Road, Greenwood • Rust + Cream Design, 6333 Douglas Road, Indianapolis • Southwestern Consulting, 8712 Rapp Drive, Indianapolis • Teachers Credit Union, 18 Providence Drive, Greenwood • The Stacked Pickle, 7040 McFarland Blvd., Indianapolis • Work Here, 5348 N. Tacoma, Indianapolis

IMCU campaign to help St. Margaret’s Hospital Guild

St. Margaret’s Hospital Guild is the first-quarter winner of the health-related category for the Indiana Members Credit Union Gives Back Campaign and is receiving a $6,000 donation. The guild raises funds for Eskenazi Health. It was chosen from 50 health-related organizations. Each quarter in 2016, IMCU will awarding a $6,000 donation to a not-for-profit organization that serves health (quarter one), education (quarter two), veterans (quarter three) and homeless/ basic needs (quarter four).

Indianapolis Women & Children’s Center unveiled

Franciscan St. Francis HealthIndianapolis opened its renovated Women & Children’s Center. The $37 million project includes seven

IMCU debit card program aids schools

Edinburgh Correctional Facility hosted the first new employee graduation at the facility level. In center from left are Officers Christine Blackstad, David Stater and Randall Roland, who successfully completed the Indiana Department of Corrections Training Academy in New Castle. Family members and several staff joined the celebration to welcome the new correctional officers to the facility and the department.

triage rooms and an infusion area for newly admitted patients, 12 expanded labor and delivery rooms, eight large antepartum suites with in-room refrigerators, two operating room suites for caesarean procedures, 36 postpartum suites and a nursery, 24 private neonatal intensive care rooms, and 10 kid-friendly pediatric rooms. A new wellness center offers services like massage therapy and acupuncture and the renovated lobby includes a fireplace, a café and gift shop among other amenities.

Area companies named top workplaces

Express Employment Professionals has been awarded a 2016 Top Workplaces honor by The Indianapolis Star. The Top Workplaces lists are based solely on the results of an employee feedback survey administered by WorkplaceDynamics, a research firm that specializes in organizational health and workplace improvement. Express also won

RIBBON CUTTING Forum Credit Union, 791 S. State Road 135, Suite A, Greenwood, celebrated its grand opening with a ribbon cutting on April 15 with the Greater Greenwood Chamber of Commerce.

tion at 300 Tracy Road and opened an ice cream parlor and vintage marketplace. The new shop is called Scoops & Treasures. The shop will serve 24 rotating flavors of hard-serve ice cream, be open year-round and have a walk-up window with outdoor seating. The vintage marketplace will feature the creations of local artisans who will rent booth space to sell their wares.

NOTEWORTHY

the award in 2013 and 2015. Financial Center First Credit Union was ranked 18th among midsize companies as a Top Workplace in Central Indiana, an award it has received for five consecutive years. It was the only credit union to receive the designation this year.

Franklin College exceeds fundraising goal

Franklin College’s Office of Development and Alumni Engagement exceeded goals for the fourth annual one-day giving challenge on April 21. The event supports the college’s Franklin Fund, which supports core college needs to assist students and their experiences. Targeted challenges and matching gifts helped raise $27,000.

Ice cream parlor, marketplace opening

Greenwood residents Leo and Kim Brosnan have purchased the former New Whiteland police sta-

Indiana Members Credit Union has donated a combined $17,375 to 10 area schools for the 20152016 school year. The partnership allows fans at each of these schools to sign up for schoolthemed debit cards. Every time the cards are used, the associated school benefits. IMCU debit cards are available for the following southside school systems: Beech Grove, Franklin Township, Center Grove and Roncalli. Info: imcu.com

Perry Kiwanis awards scholarships

The Kiwanis Club of Perry Township and the Kiwanis Indiana Foundation have awarded college scholarships to two seniors from south side high schools. Meggie Scifres from Roncalli High School was awarded $600 and is headed to Purdue University to study nursing. Geneve Cung from Southport High School was awarded $1,200 and will attend Butler or Indiana University to study to be a pediatrician.

Discovery center earns accreditation

The Discovery Child Development Center at Johnson Memorial Health’s Franklin campus has received the National Early Childhood Program Accreditation Council and Commission’s full accreditation designation. This accreditation is awarded for three years. National accreditation earns the Discovery Child Development Center a Level 4 Paths to Quality rating, the only facility in Franklin to do so. Paths to Quality is Indiana’s child care quality rating and improvement system. Judy Nevins is the Discovery Child Development Center director.

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balancing act

By Cindy Krischer Goodman

Transparency is key to employee trust

orning talk show host Kelly Ripa brought management transparency to the forefront last month when she told television viewers she deserved more respect than to learn second-hand that her co-host, Michael Strahan, was leaving. To some degree, most of us have felt that management has held back telling us something we should have known about sooner. However, how we have reacted in such scenarios varies widely. Some of us have spoken up like Ripa, insisting on transparency in the future. Others keep their heads down and stew, or they launch into their own secret quest to find another job. Regardless of the path employees have taken, the debate about open communication still permeates most workplaces. For employers, it’s worth noting that skepticism about management transparency is real — and troublesome. A full quarter of employees don’t trust their employers, and only half believe their employers are upfront with them, according to a 2014 American Psychological Association survey of 1,562 U.S. workers. That lack of trust is significant because employees are more engaged and happier at companies whose cultures support transparency, according to a 2015 Employee Retention Study of 400 U.S. employees by Seattle-based TINYpulse, an employee engagement firm. As Ripa demonstrated, employees believe longevity and hard work earns them the truth about the state of the company or decisions that affect them directly. They want to hear firsthand if they are getting a new boss, or the company is closing the branch they work in or going in a new direction and their job description will change. “Everyone wants to feel they matter,” said Lanie Morgenstern, a Florida-based career coach and CEO of Lion’s Compass, a new human resources website. “In any relationship, trust is the foundation. Now you put

that into the setting of work, it needs to be the same. If trust is not there, that’s when people are job-hopping.” Of course, management believes transparency is more complicated. Executives often weigh what the organization has to gain or lose when timing the disclosure of actions that affect some or all employees. Many employers say that telling their workers about new strategies or planned changes is simply too risky, especially today when employees use social media and news spreads virally. As one CEO puts it: “Change will always elicit a response, and that response could kill a deal, so it’s a factor in what we disclose and when.” Carol Craig, CEO of Melbourne’s Craig Technologies, said a public company must consider the market reaction while private companies must consider investors when they disclose information to employees — who may tell vendors, customers and competitors. Craig has invested her own money to expand her aerospace engineering and manufacturing company to 400 employees. She said her management team often gets frustrated when she makes major decisions — about growth or strategy, say — and informs them afterward, but she considers it part of doing business: “Sometimes, there is a lot more at stake than someone’s feelings of being included.” For business owners and corporate leaders, deciding how open to be can be important in the aftermath of a decision. “Companies often find themselves in a bind,” said Nathan Hiller, associate professor in the department of management and international business at Florida International University. “There are times when you cannot tell everyone everything. But if you hold back information and the employee feels disrespected, when you need buy-in for organization change, they will be less likely to come on board.” Of course, there is a difference between holding back information and being dishonest with employees, he said: “Outright deceit stings

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more, and it’s much harder — maybe even impossible — to rebuild trust.” Marta Montenegro, a nutrition specialist, first noticed how employees value sharing information when she became the founder and editor-in-chief of SOBeFit magazine in Miami, which she ran for five years: “I realized you have to be smart as a manager to know what to communicate and when. The important things needed to be communicated as soon as possible, and they needed to come from me rather than through office gossip.” HR experts question how much thought some executives actually give to transparency and whether they default to an outdated closed-door protocol that may have been established decades ago. David Niu, founder of TINYpulse, the company that gives businesses a pulse on employee engagement, said today’s workers are speaking up to change that type of thinking. Niu said he experienced that pushback firsthand when he left a manager out of a key decision. “The manager said to me, ‘That’s a tough decision and I understand why you made it, but I’m disappointed you weren’t upfront.’ I told him, ‘I will be brutally honest with you, but you have to take it in stride.’ That’s how we operate today.” For mutual respect in the workplace, transparency is required from employees, too. In the frenetic 21st century, many don’t share with their managers their job dissatisfaction or work/life balance concerns until they accept another offer. Niu puts it back on management to engage in real conversation. “At any business, people are the No. 1 asset,” he said. “Everything comes down to communication with your people.” B Cindy Krischer Goodman is CEO of BalanceGal LLC, a provider of news and advice on how to balance work and life. She can be reached at balancegal@gmail.com. Read her columns and blog at http://worklifebalancingact.com/.

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on the southside

By Annie Goeller Daily Journal

Fewer Empty Box Stores: Large retail locations filling up across county

ive years ago, seeing a large empty store at a major intersection was a common site. Closed grocery stores dotted intersections along U.S. 31 from Franklin to the southside. Now, the majority of those vacant stores have either gotten new life as a different retailer or business, or they are planned to be redeveloped. Most recently, the former Marsh store in Franklin sold at auction. But city officials aren’t sure what will happen with the property next. And the city is facing another vacancy, when the current Kroger store at Westview Drive and U.S. 31 closes and is replaced by a new Kroger Marketplace store being built. Mayor Joe McGuinness said he is encouraged by the number of other vacancies that have been filled in recent years, including the former Marsh and Kmart locations in Greenwood and a former grocery store in Whiteland. “You always have that concern, but I do have some faith because we’ve seen a lot of these start to fill up,” McGuinness said. This year, a long-vacant grocery store in Whiteland that residents and officials had complained was an eyesore was torn down, with plans to replace it with a Johnson Memorial Health medical office building. Work also is continuing to redevelop a former Marsh store in Greenwood at U.S. 31, just south of Smith Valley Road, that closed in 2012. Hubler Automotive Group purchased the 31,000-square-foot building last year and has renovated it for a pre-owned vehicle supercenter, planned to open this year. In the past few years, a closed Kmart location in Greenwood was reopened as a Rural King, Big Lots opened in a vacant box store

Former Marsh Where: Main Street and U.S. 31 Closed: 2014 What’s happening: Purchased last month at auction for $1.175 million

Former Marsh Where: U.S. 31, south of Smith Valley Road Closed: 2012 What’s happening: Purchased last year by Hubler Automotive Group, which is opening a pre-owned vehicle supercenter

Former Mr. D’s Supermarket Where: U.S. 31 and Whiteland Road Closed: 2002 What’s happening: Johnson Memorial Health purchased the property, tore down the former store and is planning to build physician offices

Current Kroger Where: U.S. 31 and Westview Drive What’s happening: The 40,000-square-foot store is slated to close when the new Kroger Marketplace opens, and the owner and Kroger are looking for a new tenant.

OTHER STORES Former Walmart

Where: U.S. 31 and Westview Drive Closed: Late 1990s What happened: Big Lots joined existing tenant Tractor Supply Co. in 2013 box stores, page 25

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Former Kmart Where: U.S. 31 and Smith Valley Road What happened: The store closed in 2014 and was purchased, renovated and reopened as a Rural King in 2015

trends

By Annie Goeller Daily Journal

Bargersville fastest growing community in Johnson County

ew families coming to Johnson County are looking a little further south for their new home. For years, growth in the county mainly was concentrated in the northern areas, including Greenwood and the northern Center Grove area. Those areas are still popular, but Bargersville has become the leader in population growth among local communities. In the past five years, the town’s population has grown by more than 70 percent, which is partially due to

POPULATION

annexations in 2010 that brought in more than 2,000 new residents at once. But that growth is continuing, without adding in new land. Between 2014 and 2015, the town’s population grew by 3 percent, the most of any Johnson County community, and beating growth in Carmel, Fishers and Zionsville, according to recent population estimates from the U.S. Census Bureau. Other local communities continued to grow, but at a slower pace. B

NOTEWORTHY

box stores continued from page 24

From left : John Wechsler of Launch Fishers, Ken Miller of DeveloperTown and Matt Hunckler of Verge serve as a panel of experts on entrepreneurial placemaking at the Johnson County Development Corporation annual meeting March 16 at Jonathan Byrd’s Cafeteria. Brent Tilson of Tilson HR moderated the session. “It is important to understand that there is great intellectual property created here in Indiana, but there is a shortage of entrepreneurs to move the ideas forward. This is where co-working can come into play,” Wechsler said. JCDC congratulated the following companies for their expansions and relocations into Johnson County in 2015: 84 Lumber, B2S Labs, Crystal Springs Grain, CTW Electrical, Electro-Spec, Goodwill Industries, Grayson Thermal Systems, MacBeath Hardwoods, MainSource Bank, Overton Tube Forming, Inc., The Peterson Company, Southside Property Group, Taxman Brewery, Tilson HR and Trueblood Oil.

in Franklin and shopping centers with multiple vacancies on the southside, near County Line Road and U.S. 31, have been redeveloped with new retailers, such as ULTA Beauty and T.J. Maxx. The former Franklin Marsh location had been vacant since 2014, when the grocery store closed. The property, which is connected to a shopping center with several other businesses, recently sold at auction for $1.175 million, according to the real estate company. The buyer, Jim Martens, has not contacted the city about plans for the property, city officials said. Martens could not be reached. McGuinness hopes to see a business move into the location and knows there is interest in the property, since the city had been contacted more than once since the store closed, he said. “I’m happy that it sold, and hopefully the new buyer is motivated and has a good plan,” he said.

Residents ask the mayor often about the plans for the property, he said. And now, with a new Kroger Marketplace under construction on U.S. 31, people want to know what will happen with the current location that is planned to close, he said. Filling a large, big box retail location is definitely more challenging than recruiting new tenants for smaller shops, he said. The current Kroger store is about 40,000 square feet. “Of course, I am concerned about that vacancy, and an open space of that size,” he said. McGuinness has met with officials from Kroger about the location and what is being done to get it filled, he said. Kroger and the company that owns that location already have started working together to find a new tenant or tenants, since multiple businesses may be needed to fill that large of a space, he said. “Kroger doesn’t have to, but is working with them to find someone,” McGuinness said. B

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short takes

Business Exchange wire services

Too many people making changes to document?

Set a personal example Managers are high-profile people. Their subordinates are watching them at all times and these workers develop attitudes about the company from what they see. How can you improve morale and employee perceptions? Set a personal example, follow these guidelines: ● Never complain about company policies or your bosses in front of your staff. That only gives employees free rein to trash talk whatever or whoever in the organization. ● Avoid taking part in gossip or rumor. Buying into gossip, when you get right down to it, is taking sides on an issue — usually unfairly. Set high standards for communicating accurately and openly. ● Base all your decisions and arguments on a well-focused objective. How does the outcome affect the company? What are you trying to achieve? All your decisions should be based on the best interests of the organization. ● Gather facts, analyze them and then act as a decisive leader. Avoid changing positions after a well-informed decision has been made.

Set, measure goals

Having meaningful goals in place spurs employee motivation and gives you a solid Keeping track of different foundation for an annual versions of a document can performance review. Here be difficult, especially when are some guidelines that can working in collaboration with help: Teens and others or across different ● Establish goals in a face-toplatforms. If you can’t figure workplace safety face meeting. Work out a set out which version of a file is of goals for each employee. What may be obvious to an most current, you can wind Remember that most people adult employee may not be up wasting a great deal of do best when they’re working so clear to a teen tackling time and energy. toward three or four goals, a task for the first time. The The result can be disastrous. and when they’ve had a hand U.S. Department of Labor For example, you might acin setting the goals. suggests that employers take cidentally submit the wrong the following steps to help ● Be sure the goals are meaversion of a document to prepare young workers to surable and written down. people who then use that inwork safely: This makes it easy for people formation to make important ● Giving them clear instructo tell how they’re doing. decisions. Such mistakes Performance improvement tions and telling them what can have serious conse(or the lack of it) becomes safety precautions to take. quences when working with obvious, and disagreements ● Asking them to repeat your financial or legal documents. about performance assessinstructions and giving Depending on what type of ments virtually disappears. them an opportunity to ask platform is used in your orgaWriting the goals down gives questions. nization, and how you work them more importance and ● Showing them how to percollaboratively with others, formalizes the agreement. form the task with the utmost some of the following tips ● State the goals in specific regard to safety. may be useful to gain control terms. Whenever possible, ● Watching them do the task, of your documents: define each goal as a certain correcting any mistakes, and ● Incorporate version control quantity of work to be perpraising them when they do directly into the document by formed to a certain quality it right. having a table at the beginwithin a certain time frame. ● Asking if they have any addining or end that includes For example, “Within the next tional questions or if they’re elements like approval date, three months you will process unsure on any aspects of the name of approver, version 30 claims a day with an error process. number, et cetera. rate of less than 3 percent.” Once young workers know ● Establish an editing order ● Suit goals to the individual. what to do and have demonamong the collaborators. Some people work better with strated that they can do the This way each person knows “stretch” goals that are set job right, check again later to exactly when he or she is almost out of reach. Others be sure they are continuing supposed to be editing the like to play it safe, setting to do the task correctly. Don’t document and which version low-level goals and exceeding let them take shortcuts with is the most current. them. Though each goal safety. Be sure, too, that coshould be realistic, neither ● Create standardized and workers set a good example too high nor too low, it pays to consistent naming for by following all the appromake allowances to your emdocument titles so items are priate rules. ployees’ personalities and set always saved with the same goals at the end of the range names. where they function best. ● Embed the status of the doc● Adjust goals that turn out ument as part of the header to be unrealistic. Unattainor footer or with a watermark able goals can be worse on the document. (Some than having no goals at all. examples: draft, final, preapIf conditions change and proval, approved, published). priorities must be rearranged, or if people over- or underestimate their ability, renegotiate the goals you’ve set.

summer 2016 I southside business exchange

By Rex Huppke Chicago Tribune

A guidebook for corporate buzzwords

he war against workplace buzzwords is a lonely one. To be a robust change agent in that sandbox you need to really drill down and shift the paradigm. RATS, I’M DOING IT AGAIN!!! Eradicating this nonsensical noise seems a Sisyphean task. Whether it’s a colleague speaking perplexing phrases in a meeting or a baffling corporate memo, the business buzzword blitz shows no sign of abating. And that led James Sudakow, a talent management consultant and fellow buzzword loather, to do something bold: He gave up. More specifically, he gave up and wrote a book called “Picking the Low-Hanging Fruit … and Other Stupid Stuff We Say in the Corporate World.” Sudakow describes his surrender like this: “So as the expression goes: ‘If you can’t beat them, join them.’ Or as they might say in the corporate world: ‘If you can’t create a win-win proposition, effectively gain traction, and socialize your burning platform for a paradigm shift, bake yourself into the current process.’” In other words, he writes: “Whereas at some point in my life I aspire to do something that creates positive social impact in the world, this book is not that thing. This book is merely an attempt to help people in the corporate world figure out what everyone around them is actually talking about.” Sudakow’s book is a dictionary of dippy corporate slang, one that accurately explains what strange phrases like “increase the footprint” and “harness the organic process” mean. (They mean “increase our market share” and “build on capabilities or competencies we currently have within the organization as opposed to acquiring them from the outside,” respectively.) Along with being a helpful translator, the book is also quite witty and appropriately

skewers the use of a language so few of us actually understand. In an interview, I asked Sudakow, who founded CH Consulting in California, why certain people gravitate toward corporatespeak. “I think it becomes like this language and it allows people to look like they’re part of a special group that knows what this stuff means,” he said. “I think that’s why its so prevalent in consulting. They’re brought in to be experts on stuff and if they have their own language that makes them seem like they’re even greater experts.” Except that it doesn’t. “It’s the opposite,” Sudakow said. “It’s like their credibility actually goes down because people wonder, ‘Why you can’t just use normal words?’” The first buzzword to offend Sudakow’s ears early in his career was “glean.” “I was in a team meeting and I was siting there listening to a senior-level partner and she must have said the word ‘glean’ about 13 times,” he said. “And I thought, ‘I’ve never heard anyone use the term glean in my life.’ Glean became like fingernails on a chalkboard for me. From then on I had like this radar for these kinds of words and phrases.” He started writing baloney words down on a whiteboard in his office and telling co-workers they could not use those words around him. And if they absolutely had to use any of the words, Sudakow demanded that they make air quotes with their fingers. He recounts in the book: “Unfortunately, the little experiment proved to do absolutely nothing to inhibit anyone from using these expressions. To my surprise, though, my colleagues adhered without any resistance whatsoever to the air-quoting requirement, which at times got distracting due to the sheer volume of finger bending occur-

ring in my office.” Some wars, it seems, are just unwinnable. For each word or phrase in the book, Sudakow offers the actual meaning as well as an explanation of what the word doesn’t mean. For example, “bench strength” is the “depth we have in the organization for specific knowledge and capabilities.” It is NOT, “at all related to the structure and strength of the benches in the front lobby.” It’s fun and legitimately helpful information. A few of the author’s favorite (or I suppose least-favorite) phrases are: sexy project; baking people into the process; thoughtware; and singing from the same song sheet. And he said there were “30 or 40 terms we didn’t include, as well as 20 or 30 that wound up on the cutting room floor.” One particularly disturbing biz saying left out is “open the kimono.” “It means to be transparent and not hide anything,” Sudakow said. “But it’s pretty offensive, really.” It’s actually all pretty offensive in how it slaughters the English language. And the fact that we need an English-Buzzword/ Buzzword-English dictionary to figure out what some in the working world are talking about is absurd. But that’s the world we live in. Sudakow tried fighting the good fight. He could have been seriously injured by an overly aggressive air quote. In the end, it didn’t help. So he did the next best thing. He let the people who enjoy corporate chatter keep on speaking, and gave us a way to figure out what the hell they’re trying to say. B Rex Huppke writes for the Chicago Tribune. Send him questions by email at rhuppke @tribune.com or on Twitter @RexWorksHere.

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advice

By Business Management Daily

10 ways to overcome negative vibes among your staff

very manager has to deal with a certain amount of pessimistic, hostile or uncooperative behavior. But a hard-core negative attitude that starts with just one employee can quickly infect an entire department (or a whole company) if the manager doesn’t rein it in quickly. Here are 10 tips for confronting employees whose negative behavior has begun to affect co-workers and the company: 1. Don’t get drawn into the employees’ negative mindset. Listen to their points, but don’t temper your own realistic optimism. 2. Avoid getting into an argument. Negative people thrive on the negative energy of arguments.

When possible, point out areas of agreement in order to build rapport. Keep your cool. 3. Set standards. Spell out the consequences of negative behavior, such as decreased morale. Base them on behavior, not attitude. For example, you may not be able to change the fact that an employee doesn’t like a certain company policy. But you can discipline employees if they don’t follow the policy or are insubordinate in gossiping about it. 4. Ask questions. Force the employee to be specific about what is creating his or her negative thoughts and actions. 5. Try role-playing. Ask the employee to put himself in your shoes and pretend he has been asked to resolve the problem.

sherman continued from page 8

cial assistance and now more with physical labor. There are lots of ways to be philanthropic. One is to throw money at it; others get involved and do things. It’s a natural result of our culture.” The financial expertise at Sherman & Armbruster is an asset on any nonprofit board and that is often how they help out, Sherman said. “We are often asked to be the treasurer,” Grant added. The individual partners also have a variety of ways to contribute, Owen said. Sherman has served on the Greenwood Airport Board and chairs the board of directors of the Johnson County Development Corp. and on the steering committee of its Aspire Johnson County initiative. He also served on the board of the Greater Greenwood Chamber of Commerce.

That way, you will have the employee contribute his ideas for the best possible solutions. Involving the employee may also lead to more positive feelings about the solution or outcome since he or she had a hand in creating it. 6. Listen carefully. Use active listening to ensure that you’re understanding the employee correctly. 7. Don’t lower your expectations of them. A negative attitude doesn’t necessarily mean a poor performer. 8. Empower employees. Stop the “victim” mentality from forming. Allow employees to take responsibility for “good” events, so they can make them happen again; and for the “bad” events,

“He did a lot of work to help the city of Greenwood grow,” Owen said. Armbruster was instrumental in helping the Johnson County Community Foundation structure its endowment funds and investments, in addition to the whole firm’s donation. He is also involved with St. Baldrick’s Foundation, an annual children’s cancer fundraiser. Grant is a longtime board member for United Way of Johnson County and coordinates the company’s Day of Caring events. Coy serves as the president of Leadership Johnson County. She also serves on the boards of Franklin Development Corp. and the Franklin College Alumni Council Willison has served on the board for the Alzheimer’s Association of Greater Indianapolis, once chairing its Memory Walk fundraiser. She is the past treasurer of the Indianapolis Jazz Foundation and currently serves on the Board for Our

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so they have the power to change them in the future. 9. Solicit feedback. Always ask for employees’ opinions before making major decisions that will affect them. The more you listen to employees, and take an active interest in their concerns, the less likely they will be to complain to each other. 10. Hire right. Identify negative people before they’re hired. During the interview, listen for feelings that “life isn’t fair” in response to questions like: “Have you ever felt you’ve been treated unfairly in the past?” “What were your chief concerns about management in your previous jobs?” and, “What would you have changed if you were the manager at your last job?” B

Lady of Fatima retreat house. “Their community involvement speaks highly of their reputation and it speaks well of their culture as a company,” Owen said.

Longtime employees The firm’s culture is also displayed in the longevity of its employees. Once people are part of Sherman & Armbruster, they never want to leave, Coy said. “There’s not a lot of turnover here. We have people who have been here 30 years. I think our clients like knowing the same people will be here when they call.” Sherman & Armbruster is family friendly, which also helps retain employees. When the majority of the employees and partners had young children and were working long days and weekends during tax filing season, the company got a baby sitter and created a small “daycare” on Saturdays so the employees could work and not have to worry about childcare. B

success continued from page 11

ical advances revolutionizing the plating industry. “The type of company that we were then is completely different than how we are today. The customer base as well as the process control, the automation, the systems we have in place,” Smith said. “We desperately needed to make some changes. Granted, a fire is no way to make those changes, but it allowed us to recreate ourselves to be a better resource for companies we do business with.” Primarily, Electro-Spec was able to replace its old machinery with all automated equipment that could precisely create even the smallest parts. Some of its parts are so tiny, you could hold 100,000 of them in the palm of your hand. “In order to be able to provide both predictability to what we do and reliability, you’ve got to have that process control,” Smith said. “No matter how well we train people, there’s going to be variability.” Software and quality systems helped capture data to refine the work they were doing. The company was also able to update its tools and chemical properties to ensure the manufacturing process is as predictable as can be, while still offering technicians the flexibility to work on a wide range of parts for differing industries.

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future expansions. “There’s no way we’d be where we are without their help,” Smith said. “They were very instrumental in helping us get into this building, and they’ve been a fantastic asset and partner ever since the fire.” Business has continued to grow. The company’s workforce has grown from 28 people right after the fire to 80 employees, and the company is looking to hire, Gordon said. At the same time, its reputation has also expanded throughout the plating world. Electro-Spec was named a top-50 company by Products Finishing, a magazine devoted to the coating and plating industries, in 2015. This year, they bested their performance to finish No. 1 among plating companies. “Now we have a goal for next year,” Gordon said. B

In order to be able to provide both predictability to what we do and reliability, you’ve got to have that process control.

chatter

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Business students in top 8 percent

“The parts can come in to us with contamination, so the chemistry has to be perfect in terms of temperature and pH and metal concentrations. So there’s huge variability to what we do,” Smith said. “The more we’re able to refine that to something we can control, the better we’re going to be.” Six months after the fire, Electro-Spec moved into a new building, twice as large as its former home. The company expanded three times as its business grew, before officials started looking for a new site for the plant. Support from the Johnson County Development Corp. and the City of Franklin in the form of tax abatements and grants helped get Electro-Spec to its current location on Commerce Parkway. The building has 60,000 square feet of space, plus 12 acres for

The Franklin College Business Department’s senior class ranked in the top 8 percent of the 563 colleges and universities participating in this year’s testing cycle on the Major Field Test. The test was administered to 68,594 stu-

Jeff Smith dents across the country. As a requirement for their degree, senior business majors at Franklin College have taken the Major Field Test since 1992.

Shoppers have new option for apparel

Rosebud’s Cellar Boutique recently opened in a renovated historical building at 19 E. Washington St., Morgantown, a building that dates to 1831 and is on the National Registry of

Historic Places. The boutique is owned by JoNell Hickey and her daughter, Gretchen Lucas, both Morgantown natives who have owned hair salons in the area. The store offers women’s clothing, purses and jewelry. Most of the jewelry merchandise is created by a local designer.

Firm with Greenwood roots expanding

Jonathan Byrd’s Event & Entertainment LLC recently

”

announced a multi-year partnership with the city of Westfield to manage commercial business and marketing of the Grand Park Events Center, which will open in July. Jonathan Byrd’s Event & Entertainment will manage event scheduling, sponsorship coordination, consumer marketing, special event production, communications, activation logistics, account services and vendor procurement for the center. B

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library

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Claire Powell, left, talks to Don Ford at the Trafalgar Branch.

“One of the things that really impressed me when I came to Johnson County was that the librarians here are constantly evolving,” Lintner said. “They’re interested in knowing what’s going on around them and really seem to be infused in the community. “They even attend council meetings to hear about local issues and try to respond through programming and materials.” Perhaps librarians aren’t the only ones to have changed in recent times. “I think librarians have adapted as users have changed,” Lintner said. “Twenty years ago, you might spend several hours with a librarian over a couple of days while doing a research paper. Now, people are overwhelmed with information thanks to the Internet. So, they come to us to help filter through it all. “But I think they also come

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to us for human touch. They may even simply need help with a computer or email. We can help.” As the Johnson County Public Library celebrates its 105th anniversary this year, it also celebrates a continued focus on helping people and community engagement. “We’re still here for learning, and we do our best to make learning fun,” Lintner said. “But we continue to

examine who we are and what we do, and we’re always re-examining our core values and mission. “The library is now a place where you can find scholarly magazine articles through online databases or can attend kindergarten readiness sessions. You can have fun through an on-site craft class, attend a college professor’s lecture or participate in a book discussion group there. “Twenty years ago, I had friends who joked that I wouldn’t have a job in five years because of the Internet,” she added. “It’s easy for people to think libraries are becoming obsolete, but all you have to do is come in and talk to users to learn differently. “Ultimately, we need to make sure every person who wants to use the library, no matter how, is being served well.” B

Gloria Davis spends some time studying in the Franklin Branch.

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