Heart of the Valley Chamber of Commerce Publication January 2015

UPCOMING EVENTS

THE BIGGEST CHALLENGE FACING

ENTREPRENEURS

SIX WAYS NOT TO SHAKE HANDS

RICHARD BRANSON’S TOP 10

QUOTES ON LEADERSHIP

MEMBER SPOTLIGHT

CALL FOR NOMINATIONS

Annual Awards Event

Presented by: Baker Tilly

Thursday, February 19, 2015

Waverly Beach

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Member Spotlight: Ghost Town Fitness Center

Meet the Members: G. Preston Kendall IV & Aaron Zimmerman

Business After Hours: UNO Chicago Grill

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5 4 Heart Beat | October 2014

Mark your calendar for these

upcoming events!

GHOST TOWN FITNESS

Wednesday, January 14, 2015

5:00 PM - 7:00 PM

Ghost Town Fitness Center 180 Fox Shores Drive | Kaukauna, WI 54130

Kick off your New Year’s resolution right by taking a tour

of Ghost Town’s renovated facilities while networking with other business professionals.

The Employee Manuel: The Importance of Consistency,

Keeping Everyone On The Same Page

Wednesday, January 21, 2015 11:00 AM - 12:00 Noon

Heart of the Valley Chamber of Commerce

101 E. Wisconsin Avenue | Kaukauna

Presented by: Epiphany Law

Personal Financial Topics that Developing

Leaders Should Be Considering

Tuesday, January 06, 2015 11:45 AM - 1:00 PM

Little Chicago Dining & Spirits

N9650 Friendship Road | Kaukauna

Presented by: Preston Kendall and Jim Zuleger Robert W. Baird & Co. The Zuleger Kendall Group

Employee Theft Detection & Deterrence

Tuesday, January 13, 2015

8:00 AM - 9:00 AM

Heart of the Valley Chamber of Commerce 101 E. Wisconsin Avenue | Kaukauna

Did you know that according to studies 75% of all

employees steal at least once and half of this percentage steal again...and again. In fact, 75% of internal theft today

goes undetected.

Presented by: Julie Russell, Diversified Investigations

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Annual Awards Event

Thursday, February 19, 2015

Waverly Beach 5pm to 6:15pm - Cocktail Reception

Heavy hors d'oeuvres served until 7pm

desserts & coffee served until 9pm

6:15pm to 7pm Awards Ceremony

7pm to 9pm Fun Pianos by 176 Keys

Small Business Achievement: A member business with 50 or less employees

Large Business Achievement: A member business with 50+ employees

Emerging Enterprise: A member business less than 5 years but more than 2 years old.

Inspiring Business of the Year: Actively encourages and perpetuates business innovation, freely shares ideas and opinions regarding business issues.

Business Person of the Year: Given to an area business owner/manager who plays an active role in the local business community, business associations and community groups.

Cornerstone Award: This business/person will exemplify what being a “solid community pillar” is all about. For all of the above awards, the nominees must excel at their core function and contribute significantly to the economic and social well-being of the community. Other potential reasons to nominate a Business include, but are not limited to; staff participating in local, regional, or national organizations in a volunteer capacity, significant local community involvement and support, exemplary customer service, growth, staff and facility

development, awards, innovation, and positive media attention.

It is important to remember that these Awards are not a popularity contest, meaning the person with the most nominations does not constitute a winner. The most important part of the nomination form is "why are you

nominating this business/individual?" Your input in this section will go a long way in helping our judging committee determine the finalists and winners of each award from the nominations received.

It is about quality over quantity.

If you have had a great experience with a business in town and want to nominate that business or the individual who helped you, please do so without delay. If you feel you have an employer who is second to

none, nominate them and let us know why you feel this way. Nomination forms can be found on our website or at the Chamber office. Make your vote count. We want to hear from you.

Platinum Sponsors

Presented By:

The Annual Heart of the Valley Chamber of Commerce Business Awards are back and we are looking for your nominations for five different awards. The awards will be presented to deserving area businesses and individuals at our Annual Dinner in February 2015. We want to know who you believe is deserving of these prestigious awards. The awards we are looking for your input into are:

10. A lot of people have gone further than they thought they could because someone else thought they could. – Zig Ziglar

9. Innovation distinguishes between a leader and a follower. – Steve Jobs 8. Tend to the people, and they will tend to the business. – John Maxwell 7. Leaders think and talk about the solutions. Followers think and talk about the problems. – Brian Tracy 6. The smartest thing I ever did was to hire my weakness. - Sara Blakely 5. You manage things; you lead people. – Admiral Grace Murray Hopper 4. Leadership is the art of giving people a platform for spreading ideas that work. – Seth Godin 3. Leadership is the capacity to translate vision into reality. – Warren Bennis 2. Great leaders are almost always great simplifiers, who can cut through argument, debate and doubt to offer a solution everybody can understand. – Colin Powell 1. Leadership is the ability to hide your panic from others. – Lao Tuz

Richard Branson’s Top 10 Quotes on Leadership

When I started writing my book on leadership, The Virgin Way, I openly admitted that I’ve never read a leadership advice book. However, I have picked up some useful leadership tips from some brilliant minds along the way. Here are 10 of my favorite quotes on how to be a great leader.

6 Heart Beat | January 2014

Hand shakes matter. They are an important part of our business (and personal) life. Getting it wrong can create awkward moments and distract from making a good first impression. I am sure you have all been there when we meet someone new and as part of the initial introduction we shake their hands - but instead of the solid, firm and confident hand shake we expect, we get a limp fish, a crushing gripper, or a sweaty slip. Getting your handshake wrong is a sure-fire way of not making a good first impression. My favorite handshake mistakes are: The sweaty slip Some people have a natural tendency to get sweaty hands and many get them when they are nervous, that’s just normal. It can make shaking hands tricky in stressful situations such as job interviews. However, I think there is no excuse for a wet handshake. I sometimes get sweaty hands but I simply dry them on a piece of clothing before shaking someone’s hand. The limp fish Not gripping the other person’s hand firm enough and then shaking from your wrist is a big mistake because the messages I receive about the other person doing that include: ‘I am not confident’ or ‘I am a push-over’. The pinch When someone pinches your fingers with their fingers. This is maybe something the Queen does, but has no place in real life. Again, this half-hearted handshake sends me signals like ‘I am not bothered about shaking your hands properly’ or ‘I don’t think you deserve a proper handshake’. The hand-holder Where the person shaking your hand keeps holding on and thinks he is actually holding hands with you rather than shaking hands. After anything more than 3 shakes my natural instinct tells me to pull my hand back and say ‘let go, why are we holding hands now?’ My mind is then suddenly preoccupied with forcing myself not to pull my hand away, which means I am no longer concentrating on the introduction or anything the other person is saying. The avoider Someone that doesn’t make eye contact when they shake your hand or someone that pulls their hand away too quickly. This again signals to me that they are either under-confident, very shy or they don’t really want to meet me or shake my hand. The crushing gripper When you shake someone’s hand and it feels like they are crushing every single bone in your hand. A hand shake that is too firm will make anyone feel uncomfortable. It makes you think ‘is the person trying to hurt me on purpose?’ and triggers a natural ‘I need to run away’ instinct.

For me, all of these show that the person shaking my hand is lacking basic social skills and emotional intelligence. It might be that people are not really aware of how they are shaking hands. The good news is, you can change it from today. I believe, a handshake should be made with: * a confident attitude, * where you stand up with good posture, * where you smile, * where your hands interlink at the web of your hands (the part between your thumb and your index finder), * where there is a firm grip (not too limp, and not too strong), * where you make eye contact throughout, * where you shake 2 or 3 times from your elbow, * and then let go, * done! Even if we try, we sometimes get it wrong. For whatever reason you might end up with an awkward grip (maybe even an unintentional pinch). Or someone shakes your hand unexpectedly when you have sweaty hands. In that situation it is best to simply say ‘sorry, don’t think that was a proper handshake – let’s try again’ or ‘sorry, my hands seem really wet, let me quickly wipe them before shaking your hand’. Always remember, you never get a second chance to make a first impression!

Six Ways NOT To Shake Hands

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8 Heart Beat | January 2014

Keller, Planners, Architects and Builders, a design/build general contractor with offices in the Fox Cities, Madison, Milwaukee and Wausau will build a 38,500 square foot warehouse addition for F.C. Dadson under the direction of Keller Project Manager, Joe Berghuis and Architect, Rob Lindstrom. Keller will also design and build a 5,116 square foot addition for De Pere Christian Outreach under the direction of Keller Project Manager, Cory VandeWettering and Architect, Rob Lindstrom. Keller Planners, Architects and Builders has been ranked the number three, “Top Metal Builder” in the Nation in 2013 according to Metal Construction News’ annual ranking for tons of steel purchases. Keller purchased 8,182 tons of steel for construction in 2013. Keller was also ranked number eight in the Nation and number one in Wisconsin by the same publication based on square footage. Keller construction projects in 2013 included 1,069,785 square feet of steel. Keller, Inc., announces the promotion of Sarah Vande Hey to Office Coordinator, the promotion of Colleen Daul to Marketing Coordinator and Brad Stellmacher to Purchasing Agent. Seven of the state's leading health care systems – Aspirus, Aurora Health Care, Bellin Health, Gundersen Health System, ProHealth Care, ThedaCare and UW Health – to-day announced that their recently-formed partnership is-named abouthealth™. The name makes a simple and clear statement about why these organizations have come together – to improve overall population health for the communities they serve while working together to advance clinical quality, efficiency and the customer experience. First National Bank – Fox Valley (FNB Fox Valley), will open the doors to its new Appleton North branch on Monday, December 8th.The new branch is located at 835 W. Northland Ave. across from Northland Mall. It will offer full service deposit, mortgage and commercial banking functions as well as a 24 hour ATM. Matt Kirchner has been hired as a Personal Banker and will be stationed in the corporate Neenah location. Rebekah Baker has joined our retail team as a Teller in the Oshkosh branch. Amanda Schmit has been promoted to \Personal Banker in FNB Fox Valley’s Appleton East location. Brian Julius has been promoted to Mortgage Sales Manager and will oversee the mortgage sales team. Mike Boettcher, Senior Vice President and CFO at FNB Fox Valley, is celebrating 15 years with FNB Fox Valley!

Marco, Inc. recently announced the following promotions: Jonathan Warrey was promoted to chief operating officer. Steve Gau was promoted to vice president of sales. Fritz Wensel was promoted to senior director of IT sales. Trevor Akervik was promoted to senior director of managed services. Kurt Meemken was promoted to manager of software solutions. Marco, Inc. is pleased to announce Marco engineers Clay Ostlund and Nick Thompson completed their Cisco Certified Internetwork Expert (CCIE) certification in Brussels, Belgium. This designation is accepted worldwide as the most prestigious networking certification in the industry. Marco serves customers nationally with offices in Minnesota, Illinois, Iowa and North Dakota. Automated Records Management Systems (ARMS), an industry leader in secure paper shredding, has earned Privacy+ certification from PRISM International, the global trade association for information management companies. Unison Credit Union is excited to announce the 2015 John Aman Memorial Scholarship contest. Unison offers $1,000 scholarships to graduating high school seniors. Epiphany Law, LLC, a boutique law firm in Northeast Wisconsin, will be hosting interactive monthly meetings that allow small business owners with 5-50 employees to share ideas, learn about various business topics and share best practices relevant to business professionals. The goal is to learn the right and wrong way of doing things to make your business run more efficiently. Meetings will be held the 2nd Thursday of every month at 7:30 am at Cambria Suites in Appleton. It’s free advice, possible networking, light breakfast and coffee! At the end of November, Baker Tilly hosted a neighborhood-wide food drive with a goal to fill the Festival Food BIG CART. To fill, donations would need to total at least 500 bags of groceries. They partnered with 13 local businesses during the week of the 17 through the 21, collecting more than 1.85 tons (3,700 lbs.) of food and $2,350, all benefiting the Salvation Army of the Fox Cities.

Good News Is Worth Repeating

Any change or update within your business such as a promotion, new addition, award won, etc. can be included in this section. News must be submitted by the 15th of the month for the following month’s publication.

Send to: bbeckman@heartofthevalleychamber.com

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We live in perfectionist times. Technology is always striving to be just that little bit better, parents are exhausted by an arms race of activities and engagement, and workers, fearing a perpetually droopy economy and the specter of competition from abroad, are bombarded with never-ending pressure to be more productive, efficient and ever connected.

With all this emphasis on progress and improvement, it can be easier to start feeling like you should be perfect. Faults become a source of serious shame and worry, and you can experience an almost militant anger towards your own weaknesses. The goal posts get moved and, all of a sudden, you're looking at an acquaintance's highly curated life (exotic beaches! professional successes! perfect family photos!) on their Facebook page and feeling really, really bad that your accomplishments and even personality aren't so flawless.

If you're feeling like this at the moment (we've all been there), Kate Hamill writing on the Freelancers Union blog has a very important message for you--quit it! Your greatest flaw is also your greatest strength There are numerous reasons to stop

chasing personal perfection--it stands in the way of action and risk and will make you miserable, being a couple of great ones--but she adds another to the list. It's also impossible to attain. And not just because all humans are flawed and complex. But also because your biggest flaws are almost certainly tied up together with your greatest strengths.

Remembering this was a hugely positive for Hamill. "Even my biggest flaws--the things that really drove me nuts about myself--had some parallel in a positive trait that I actually LIKED about myself," she recalls realizing, offering examples. "Yes, I wrestled with my temper--but I struggled with anger because I was a generally passionate person and connected to my emotions. I sometimes struggled with procrastination--but that procrastination was rooted in a deep desire to do my best work, as well as a tendency to let my mind wander creatively."

Self-improvement is great, but… Which isn't to say that there's no place for reflection and self-improvement. The takeaway, according to Hamill, isn't contented stasis or acceptance of disfunction, but to skip the self-loathing around the qualities that you're least fond of and show yourself a little understanding and compassion.

"Having this realization didn't mean I needed to wallow in every unhelpful habit and self-destructive pattern; it meant that I could stop thinking about 'bad' traits as if they were alien, loathsome flaws that I had to stamp out entirely," she wisely writes. "Instead, I could think of these flaws as extreme manifestations of certain qualities that were actually just fine (or even great). I could choose to focus on adjusting behaviors, instead of 'perfecting' myself. I didn't have to hate them (or myself!)"

How is your biggest flaw related to your biggest strength?

Stop being angry or ashamed about your less-than-perfect character. Your greatest weaknesses are also probably your greatest strengths.

10 Heart Beat | January 2014

MEMBER SPOTLIGHT

Ghost Town Fitness Center is located at:

180 Fox Shores Dr, Kaukauna, WI 54130

(920) 766-0149

Some of Ghost Town’s

great staff and trainers!

Since 1984 Ghost Town Fitness has been a fixture in the

Heart of the Valley area. Opening in 1984 as Physically

Fit, Jeff Eiting bought the facility in 1995 and renamed it

Ghost Town. In 2001 Clay Eiting became the new owner

and has never looked back. He is proud to say they still

have members from when their doors first opened. They

also see members who have moved away and then have

come back because of the fun and friendly

atmosphere! Ghost Town members are a family.

With local ownership, Ghost Town can add programs and services that no other gyms can. They

have created a social atmosphere with more options now than ever before.

Clay Eiting works hard to help people reach their

fitness goals. One of his biggest accomplishments is

the expansion of the group fitness programs. The

more workout options you have, the better those

options are, the lesser the chance you’ll burn

out from boredom.

Their group fitness class options include: Group

Power (weight lifting), Group Kick (cardio kickboxing,

Group Core , Group Centergy (Pilates/ yoga), Cycle

class, Zumba, Yoga, and most recently Boot Camp

and Senior Fit. As the Baby Boomer generation

continues into the retirement phase of their life, they

are finding more time and interest for living

healthy and fit lifestyles.

Baby Boomers also are turning to small group fitness

programs for the social and cost benefits of working

out with other like-minded individuals which is why

we began Senior Fit.

Ribbon Cutting

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They have also built up their Personal Training program

for members who like a one-on-one approach when

training. Personal trainers can help you plan workouts

specific to your goals and needs, as well as show you

how to perform the exercises safely and effectively.

Senior Fit

They have also built up their Personal Training program

for members who like a one-on-one approach when

training. Personal trainers can help you plan workouts

specific to your goals and needs, as well as show you

how to perform the exercises safely and effectively.

“One big obstacle is keeping up with the industry and the changes both in the business approach

and exercise trends,” comments Clay. “What does healthy living mean today and what will it look

like in the future? I am always staying on top of the latest trends, technology and classes.”

Big news this year was a complete facelift of the facility. From new equipment to new floors and

walls, it is not the same gym it once was. Clay welcomes everyone to come in for a visit.

He wants to continue adding to the programs that are already offered including more nutrition

]information. “I will always do what I can to help our members reach their goals and get healthy!”

The future looks promising for Ghost Town Fitness. They will keep building on their success and

work towards creating a foundation for a healthy community. “I have no secrets…work hard and

have goals and a vision,” says Clay.

12 Heart Beat | January 2014

ThedaCare physicians and providers let you take control of your healthcare. With you at the

center, your care team helps you navigate through all your medical options, no matter how simple or

complex. http://www.thedacare.org/

Hometown Bank was founded more than a century ago. Since that time, they've focused on delivering the

genuine, personal service of a community bank. Over the years, they've also grown to provide the strength of a full

service financial institution. www.hometownbancorp.com/

For more than 60 years, Manpower has been dedicated to enriching people's lives with meaningful employment and development opportunities and providing companies with

innovative workforce solutions that help them increase agility, improve productivity and boost the bottom line.

http://www.manpower.us/

Dedicated to “fostering a community of learners”, the Little Chute Area School District is the premier small school district located in the Heart of the Valley in the Fox Cities

metropolitan area. The district serves approximately 1,500 students in one elementary school (PreK-4), one

intermediate school (5-6), one middle school (7-8), one high school (9-12) and one charter school (Little Chute

Career Pathways Academy (9-12). http://www.littlechute.k12.wi.us/

G&G Machine is a different kind of job shop. What makes them different? It's not their state of the art CNC machining

capabilities or their ASME / AWS certified weld shop. It's not the broad range of part size and quantities they deliver, the difficult materials they work with or the diverse industries they serve.

http://www.ggmachinewi.com/

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Want your business featured here? Email bbeckman@heartofthevalleychamber.com

Heart of the Valley Chamber of Commerce Gift Certificates

make the perfect gift for every one. From golf to gas, groceries to lumber, gift

certificates can be redeemed at over 100 area business.

Van Lieshout Law Office is a general practice/litigation law firm serving its clients in a large variety of legal issues. Much of the practice is dedicated to commercial and consumer collection actions and loan workouts in both state and federal courts in which the firm represents

banks and credit unions throughout the state. http://www.littlechutelaw.com/

Darboy Stone and Brick, Inc. has been a trusted provider to Northeast Wisconsin for more than 50 years.

Today, Darboy Stone and Brick is your complete source for all your home upgrades, including: stone and brick; granite surfaces; fireplaces and home heating solutions; decorative

landscape materials and custom laser etching. http://www.darboystone.com/

GIFTS! They love to help you find that something extra special for you to give to a loved one or keep for

yourself! Initial Impressions is a full service engraving and gift store and can also

personalize something you already have! https://www.initial-impressions.com

Butch’s Pizza has been serving the Fox Valley since 1968! They invite you to enjoy the best home-style pizza in town. All

of their pizzas are made at time of order. They can be prepared hot and ready-to-eat or for you to pick up and bake at home.

http://butchspizzawi.com/

14 Heart Beat | January 2014

Cellcom Next Generation Connectivity for Businesses

The demand for the connectivity anytime anywhere is continuing to rise. The good news is businesses can benefit from the efficiencies of a connected workforce and connected machines. Mobile solutions are available today to help businesses take their connectivity to the next level.

Whether it's mass transit Wi-Fi, service fleet database access or real-time connectivity for first responders, in-vehicle network solutions are changing how and where business is done. With mobile Internet connections, like CradlePoint provided by Cellcom, service providers can save time by handling tasks like data input or billing away from the office while also saving money through these operational efficiencies. Cellcom recently deployed a CradlePoint solution to a local police department, allowing them to access critical high-bandwidth applications in their squad cars. The rugged design of the modem is able to withstand the range of temperatures inside the cars and allows officers to have the fast, consistent coverage that they depend on to do their job. Machine-to-machine (M2M) communications have revolutionized the way many companies operate, dramatically reducing costs and improving accuracy by automating communications between central systems and remote devices,

eliminating the need for people to intervene. From automated transactions at DVD kiosks to remote energy-meter reading, success with M2M depends on easy low-cost installation and reliable day-to-day operations. CradlePoint allows businesses to easily set up an M2M network anywhere and to keep it run-ning day in and day out, with little or no effort.

No wired connection can deliver 100% uptime so the question isn’t whether your business will lose connectivity to the Internet, but how to protect your business from loss and disruption when it does happen. Mobile internet connections like CradlePoint are a cost-effective way to bridge the gap with 3G/4G mobile broadband failover. These solutions can automatically detect access issues with wired line connections and provide connectivity to avoid service interruptions. This means non-stop access for your business.

A fast, reliable connection is not just for employee desktops anymore. Mobile internet connections open the door for a variety of business applications that can save time, money and prevent downtime.

Kwik Trip made a $1,000 donation to Loaves and Fishes and $1,000

donation to the new Kaukauna library!

Ribbon Cutting: Kwik Trip, Lawe St. Kaukauna

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Winter lasts for 21 years on

Uranus.

Many cave-dwelling fish don’t

have eyes.

Babies have taste buds in their

cheeks.

The human body contains a tiny amount of gold.

Herring communicate by passing gas.

Popsicles were invented by an 11 year-old.

Many ancient physicians used spider webs as bandages.

Bubble wrap was originally invented as wallpaper.

Nepal is the only country that doesn’t have a rectangular flag.

In May 1948, Mt Ruapehu and Mt Ngauruhoe, both in New

Zealand, erupted simultaneously.

A rhinoceros horn is made of compacted hair.

In the four professional major north american sports (baseball,

basketball, football and hockey) only 7 teams have nicknames that do not end with an s.

Shakespeare invented the words “assassination” and “bump.”

There is no solid proof of who built the Taj Mahal.

The male seahorse carries the eggs until they hatch instead of

the female.

India has a Bill of Rights for cows.

Lions are able to count the individual number of roars heard from

a competing group of lions and will challenge the competitors if they safely outnumber them.

The average life of a taste bud is 10 days.

In France, there’s a place called Y.

The average human will shed 40 pounds of skin in a lifetime.

16 Heart Beat | January 2014

WELCOME NEW MEMBERS Marco Inc. Marco is a 100% employee owned company that helps organizations manage their information by applying network expertise to voice, data, video and print solutions. Marco specializes in hosted/cloud services, managed services, business IT services, carrier services, copiers/printers, phone systems, document management and audio/video systems. Marco serves customers throughout the Upper Midwest and nationally with offices in Minnesota, Wisconsin, North Dakota, South Dakota, Iowa and Illinois. Phone: (920) 968-1254 Address: 3000 N. Pointer Road | Appleton, WI 54911 Website: http://www.marconet.com/ Gerhards The Kitchen & Bath Store Gerhards is the largest and most versatile kitchen and bath store in the upper Midwest. We offer a huge variety of kitchen and bath choices from contemporary to traditional styles, along with service you won’t find anywhere else. Visitors to Gerhards will view complete kitchen and bath suites, many of them working models. Phone: (920) 749-8900 Address: 2100 W. College Avenue | Appleton, WI 54914 Website: http://www.gerhardsstore.com/ Chiropractic Advantage The Chiropractic Advantage is an award-winning clinic where their focus is on family oriented care, treating patients of all ages. Each doctor has undergone rigorous training on diagnosing and treating health problems of the musculoskeletal and nervous systems, and they are unparalleled in their knowledge of conservative care for the back, neck and extremities to get you out of pain fast and keep you there. Being Certified Chiropractic Extremity Practitioners, our doctors go beyond the spine to help you with problems in your arms and legs, in addition to typical chiropractic problems. They are proud recipients of two Future 15 awards, a Rising Star award of the Fox Cities, a national 5-Star award, as well as being voted one of the Best of the Valley in 2014. Phone: (920) 997-9740 Address: 658 W. Ridgeview Drive | Appleton, WI 54911 Website: http://www.thechiroadvantage.com/

Dealing with negative social media posts can be uncomfortable, especially if you don't have a written public policy for handling them. Rather than waiting until disgruntled customers show up in your social space, make a plan for handling these situations before they arise. Make it part of your 2015 plan to create a comment policy and make it visible on your blog and social media profiles. Define the kind of language and comments that are unacceptable and may cause users to be blocked from your community. I consulted with these experts to get you off to a great start. Deliver happiness. It's no secret that Zappos CEO, Tony Hsieh, has literally written the book on delivering world-class customer service, in and out of social media. Jessica Oberst, the Zappos Social Community Manager, offers this guidance. We truly care about our customers and when there has been a loss of service, we bend over backwards to understand exactly what has happened, take strides to make improvements in effort to prevent future losses of service, and can honestly identify with the experience our customers have reached out to let us know about. We are customers too and we always try to put ourselves in their shoes. Being open and honest, truly

listening with an open heart, and always having the intent of delivering happiness is the best way to help others.

Respond in the right frame of mind.

Business growth advisor and Forbes top 10 social media influencer, Warren Whitlock, told me that most complaints come from people who like your company, and are looking for help to stay a customer. Whitlock says:

At the moment they choose to complain, they are frustrated and looking to vent that frustration and be heard. When you appear as a person who cares enough to listen, they get most of what they are looking for. A connection to lead them out of their predicament. They may yell, curse or scream, but mostly they want to tell their story to anyone who will listen.

Outside of a few malicious actors who could be written off, most people are looking for connection and rapport. When you listen, really listen, you'll learn that the majority of complainers make great long term customers. Treat them like valued friends and respond as you would to someone you love. This works in all human relationships, families, friends and business connections.

Know who you're responding to.

According to best-selling author and CEO of The Carter Group, Brian Carter, you'll need to separate the naysayers from your real customers. Here's Carter's viewpoint:

There are so many reasons you can get a negative response so first figure out if whether or not its valid. If you need to change the way you do business, look at that! Of course, you can't please all the people all the time; just make sure you're not doing something that invites the negativity. If they're just not in your tribe on Facebook, I recommend banning and deleting. If they seem like good prospects but have just thrown out something slightly inappropriate, I delete their comment and only ban if they are repeat offenders.

If your company has made a mistake, always be courteous and make it up to them. You are on stage and the

customers that complain are often good customers who want you to make it right so they can remain a customer. If you're worried about people abusing your customer service, then tell them publicly you'll make it up to them, contact them privately (if they're a real customer you should have their email), and keep the details of what you gave them private.

Avoid the non-apology apology.

Hootsuite author, Andrew Pressault offers this example of what not to do.

You've seen these a hundred times before. "Our company has been supplying our product to our customers for 100 years. We're sorry that your experience did not match your expectations." See what they did there? Reinforce their leading market position while telling the customer they were wrong for expecting more in a roundabout way. There was no real apology and the lack of sincerity was as transparent as a freshly-cleaned window.

Every business is different. Every customer is different. And every reason for a bad review is different. Apply common sense, courtesy, and a genuine desire to help your customers to turn a conflict into a positive experience for everyone involved, and look good while doing it.

Remember that it's social.

At Constant Contact, Ryan Pinkham reminds us that social media is called social media for a reason. So, you want to make sure you're connecting with your customers--whether it is positive or negative. Pinkham says there will always to be negative feedback out there. Here's what he suggests:

You want to make sure to answer your customers, connect with them and show your entire audience on social media that you really care about what they have to say. Make sure your response is precise and that you're showing customers that you really want to solve their problem.

How to Handle Negative Feedback in Social Media Like a Pro

A written plan for handling negative feedback in social media could save you from a public disaster. Follow this advice from the experts.

CONTRIBUTOR: MARLA TABAKA

G. Preston Kendall IV Private Wealth Management Financial Advisor The Zuleger Kendall Group https://www.rwbaird.com

Give us a brief description/history of your business…. At Baird, I help hard-working families make smart investment decisions so they may achieve financial independence. Robert W. Baird & Co. is a nearly 100-year-old, international financial services company headquartered in Wisconsin with over $120 billion in client assets. Q: How did you get started in your field? My brother in law, Jim Zuleger, was diligent in recruiting me and I frequently thank him for doing so. Q: Who is the one person that helped to make you who you are today? I’ve had the privilege of being influenced by a tremendous amount of incredible people in my life but there is no doubt I would not be the person I am today without the foundational teachings, unconditional love and encouragement from my mom growing up. Q: What do you like most about working in the Heart of the Valley area? The ease of getting around. After 10 years of commuting in and around the City of Chicago not a morning goes by without some appreciation for the short commute. Q: What is the worst job you’ve ever had? I took a job as a caddy in Junior High. Waking up extra early to watch somebody else play a game that I wish I was playing combine to give it “the worst” status. Q: OK, now the good stuff. What do you like to do for fun? I’m obsessed with hockey and doing anything adventurous with my wife and kids. Fishing, skiing, swimming, ice hockey, hiking, building forts, playing leggos, golfing, skating, eating, traveling, projects, etc. My grave stone will have “Over-Indulger” engraved on it.

Q: What’s your favorite movie and why? Forrest Gump. I can probably (and to my poor wife, Kristy’s, demise frequently) quote most of the movie. What a cool era of American History. “And that’s all I have to say about that”. Q: Is your desk messy or organized? During the day, messy. Before I leave organized. Repeat. Q: Green Bay Packers or another team? Chicago Blackhawks. Q: Where was your best vacation and why? We have been going to a family friend’s cottage in Canada near the Southern tip of the Georgian Bay since I was a child. Kristy and I now drive the 12+ hours to take our 4 kiddos there to relive my childhood. It’s simple, outdoor family fun in a beautiful setting and hard to top. Q: What are the Top 3 items on your bucket list?

1.) Become great grandparents.

2.) Own a cottage on a lake where my entire family (and friends too) come to create memory upon memory year in and year out.

3.) Take the entire family to Disney World on an airplane.

18 Heart Beat | January 2014

Meet The Members

Give us a brief description/history of your business…. Cellcom is a provider of communications services throughout Wisconsin and Michigan, with more than 80 retail and agent locations. Our renowned network is customized to our rural markets and customers. We provide wireless solutions that help people stay connected around the world right from their very own backyard. We strive to provide the best coverage and extraordinary customer service, and continue to grow our territory to better serve our most important asset: our customers.

Cellcom is an innovative wireless company that provides nationwide 4G LTE and 3G data service, affordable talk and texting options, plans with shareable data and the latest in wireless devices. We anticipate your needs, recommend and provide the right selection of technology tailored for you, and offer personalization in apps and content for the way you live and use wireless.

Cellcom is the preferred wireless provider of the Heart of the Valley Chamber.

Q: How did you get started in your field? I got my start in sales with Telemark Sales after graduating from UW Oshkosh. I have been an “early adopter” of technology and getting the opportunity to work for an industry leader like Cellcom was a great fit.

Q: Who is the one person that helped to make you who you are today? The person who helped me was my old boss, Jody Brelsford, from the Philadelphia area. He took a chance on a Midwestern kid fresh out of college to sell medical supplies in the mean streets of New York. Jody taught me real world business.

Q: What do you like most about working in the Heart of the Valley area? The people are good hearted and want to help you succeed.

Q: What is the worst job you’ve ever had? The worst job I had was removing garter snakes out of people's garages when I was 10 years old. My brother and I earned something like $1 a snake. It was cool back then, but gives me the creeps now.

Q: OK, now the good stuff. What do you like to do for fun? Spending quality time with my beautiful wife Ruthe and playing with my little girls Marilyn and Maggie.

Q: What’s your favorite movie and why? Faith Like Potatoes. It is a moving life journey of a man who, like his potatoes, grows his faith in God, unseen until the harvest.

Q: Is your desk messy or organized? Organized chaos. I'm always in the process of trying to be more organized.

Q: Green Bay Packers or another team? The Packers. There is no other team.

Q: Where was your best vacation and why? Key Largo in the dead of winter - The trip was a sales award a while back.

Q: What are the Top 3 items on your bucket list? 1.) Travel all of Israel. 2.) Golf at Augusta. 3.) Fly an ultralight.

Aaron Zimmerman Business - Wireless Sales Consultant Cellcom www.cellcom.com

* If you are a Chamber member and would like to be featured, email Jamie! It’s free! *

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20 Heart Beat | January 2014

The Biggest Challenge Facing Entrepreneurs

The ability to attract top talent is a must for any entrepreneur, but especially so for those who run fast-growing companies. Not only does this talent draw other top candidates, they help leaders come up with ideas and continue to stay innovative. But is finding top talent easy to do? Hardly. And as executives

whose companies appeared on our annual Inc. 500 list of the fastest-growing private companies said in a survey, it remains a major concern. Staying focused is also another issue, given everything these entrepreneurs have to juggle.

From attracting (and retaining) top talent to staying focused, here's what leaders are up against.

Check out the graphic below to see more challenges facing top leaders.

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Business After Hours: UNO Chicago Grill

Taking a stand, for anything, requires courage. Courage is knowing what's right and then acting on it. Theodore Roosevelt said, "In a moment of decision, the best thing you can do is the right thing. The worst thing you can do is nothing." During the Nazi occupation of his country in WWII, King Christian X of Denmark noticed a Nazi flag flying over a Danish public building. He immediately called the German commandant, demanding that the flag be taken down at once. The commandant refused. "Then a soldier will go and take it down," said the king. "He will be shot," threatened the commandant. "I think not," replied the king, "for I shall be the soldier." Within minutes the flag was taken down. The king was courageous, took his stand, and prevailed. Inspiring leaders don't settle for what conditions are forced upon them. They don't just buy into what everybody else is saying, and they don't follow the beaten path. Inspiring leaders are constantly creating their own conditions for success by

blazing new trails. On the advice of one of his mentors, Warren Bennis, he met again with his team, listened to their concerns, answered their questions and asked for their support. In the end, he had mobilized the support of his management team, and as Bennis had encouraged, he went with his heart, with what he thought was right and entered the market in question. Schultz stood his ground and, ultimately, was able to score another successful expansion of Starbucks into the international marketplace. Rarely are leadership decisions black or white, so inspiring leaders take in available data, then muster the courage to make the best decision in that moment for the right reasons. Action Questions: 1. When did you demonstrate leadership courage in the past? 2. What about that situation enabled you to act with courage? 3. How can you apply your past experience to help you courageously address a current challenge?

22 Heart Beat | January 2014

Perhaps Javorick Alexander Moore has a really long Christmas card list. Or a lot of pen pals. The 40-year-old Greensboro, North Carolina, man was sentenced Thursday to two years in prison for bank fraud after writing more than $58,000 in bad checks for postage stamps. Documents filed in federal court in Norfolk, Virginia, say Moore opened a checking account and deposited about $5,000 before visiting several post offices in Virginia and North Carolina to stockpile stamps. He also spent about $5,000 at office supply and clothing stores. According to the Virginian-Pilot , defense attorney

Suzanne Katchmar wrote in court papers that her client was abused as a child, loves to cook and hopes to someday operate a food truck. But she said nothing about his interest in stamps.

Is B school all that necessary? CEOs of fast-growing private companies weigh in.

For many entrepreneurs, MBAs haven't mattered since the 90s. At least that's the view of Cliff Oxford, a CEO whose company has been on the Inc. 500, a list of the fastest-growing private companies in the U.S., three times. His scathing op-ed in the Times last year called the venture a waste of time. "Data that used to take days or even months to acquire can now be trained in real-time," he wrote. "With the new speed of business, the traditional M.B.A. and the classroom have been left in the dust." So do the CEOs of today's fastest-growing private companies in the U.S. agree? Not quite. While half said they completed college in our annual survey, 19 percent went through b-school and another 19 percent completed a graduate degree in another subject. It just goes to show, there is no traditional path to entrepreneurship.

Do MBAs Really Matter for Business?

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Want to maximize your chances of building your scrappy startup into a successful enterprise? Make sure you've got these give essential elements in place before you launch. 1. A realistic personal budget. When you start your own business you have to pay just about everyone else before you pay yourself. If your business doesn't pay its bills your business ceases to exist. It could be up to two years before you see your first paycheck. That means you need to shave your personal budget down to the bare minimum you need in order to survive. Pay off debt. Downsize your living space. Go car-free if you live in a space with public transportation. Do whatever it takes to need as little as possible to survive. 2. Money in the bank. Make sure you can survive on this reduced budget for at least six months, if not longer. Those who have a spouse to support them or who can work a day job as they build their business may be able to skip this step. Most of us do not have the former, and can't really give the business our full attention when distracted by the latter. 3. A marketing plan. Most startups launch even though they have no earthly idea how they are going to get their products or services out there. As a result, they spend a lot of time spinning their wheels.

Note that you will need a marketing budget. It doesn't have to be a large marketing budget at first, but it has to be bigger than "zero" if you really want to get the kind of attention that will grow your company quickly. 4. A sales strategy. Once people know who you are and what you're doing you're going to have to figure out how to close deals. A company that isn't making sales is a company that isn't going to be around for very long. Work on putting your sales infrastructure in place: sales scripts, sales contracts, proposals and whatever else you're going to need to get products into the hands of people who will pay for them. 5. Stamina. You will have to work harder than you've ever worked in order to make your business succeed. Seven-day weeks and 12-hour days are not at all uncommon. Don't try to launch if you're simultaneously struggling with chronic illness, battling major family issues or if you're simply not that interested in working that hard. Make sure you're in it for the long haul and that you've got the energy to put in the necessary work before you begin. Yes, you're going to have to do things that make you uncomfortable (like sales and marketing) and you're going to have to make sacrifices--like working 12-hour days on a ramen noodle diet. However, if you do these things you might just be bringing down millions of dollars in two to five years. Then, the effort that you put into starting your business off on the right foot will all be worthwhile.

5 Things You Should Have Before Starting a Business When you're embarking on this new adventure, you need to be mentally and physically prepared.

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