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November - December 2010 #41 • $2.95(Display Until January 15, 2011)

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Business Innovation Leadership

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C O N T E N T SNOVEMBER / DECEMBER 2010

You may not have heard his name but Mark Blumhagen has likely put a smile on your face.An ad man and inventor, Blumhagen brings his showbiz background to bear on modern day advertising. Blumhagen, shown here with a hand-carved wooden carousel horse and a fun house mirror prop, is a prolifi c inventor.

CONTENTS

22

26 BUSINESS NEWCOMERIf you need a mover, and like the idea of employing college students, then Sabrina Jones and Movher has the right team to move your home or offi ce.

COVER PHOTO BY KEITH CURRIE PHOTOGRAPHY

O N T H E C O V E R

EDITOR’S COMMENTARY 6FRONT DESK 9BUSINESS & TECHNOLOGY 12HOW’S BUSINESS 14BUSINESS & LIFE 16WHAT WORKS FOR ME 30

CORPORATE GIFT GIVING Corporate gift giving is a year-round endeavor. The most popular time to give gifts is during the holidays. Giving appropriate gifts at unexpected times throughout the year is a great way to remind customers you are thinking about them and appreciate their business.

INFORMATION & TECHNOLOGYCloud Computing has changed the way small to medium size businesses view their IT and infrastructure needs. Cloud is a new computing model that unlocks revenue potential for any business.

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4 CATALYST | www.ibcatalyst.com

IEDITOR’S COMMENTARY

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I’VE SAID IT BEFORE AND I’LL SAY IT AGAIN…II’VE SAID IT BEFORE AND I’LL SAY IT AGAIN…I fall is my favorite season! Football, the changing landscape Iis my favorite season! Football, the changing landscape Iwith colors and textures, the crisp mornings and Iwith colors and textures, the crisp mornings and Ievenings, the more frequent use of my three Ievenings, the more frequent use of my three ICrock-Pots, the way a sunny cold day smells, the ICrock-Pots, the way a sunny cold day smells, the Iwarmth of my fireplace, the tagging of our Christmas tree (we do this early to assure the most perfect real and fragrant tree will arrive in our home in December) and the anticipation of festive holiday celebrations with family, friends and colleagues all make falling into fall a delightful time for me.

We have family traditions. These traditions are not to be messed with, ever. They include scary music blaring out our windows and dressing in costume for receiving trick-or-treaters on Halloween; making turkeys out of pinecones, wire, felt and gumdrops for the Thanksgiving table; selecting the perfect ham, cracking crab for crab cocktail and the making my “holiday only” signature dishes of rice pudding, cranberry, pineapple and apple salad, morning egg dish, and pumpkin apple combo pie; preparing calendars for the coming year for grandparents; drafting the annual Christmas letter; personalizing and mailing more than 100 Christmas cards; gift shopping and wrapping; dressing our home for the holidays and lots and lots of entertaining; Christmas Eve and Christmas Day festivities with all the special signature dishes again (how great is that? Twice in one month!); travelling to and fro no matter what the road conditions may be (trust me, even the storm of 2009 could not keep us off the roads); ringing in the New Year and welcoming another year of milestones, memories and opportunities.

This is the time of year that companies and business people typically look for customer, client and colleague gifts to show their appreciation and as a gesture of thanks for doing business together. Your gifts don’t have to be limited to the holidays. Our Corporate Gifts article (Page16) offers some traditional and not-so-traditional ideas for year-round and appropriate gift giving.

Dining Dish (Page 9) has some breaking news about new restaurant openings! This foodie is gearing up to taste test these two new restaurants. It’s going to be dining delight for patrons who have Famous Ed’s and Blue Table Kitchen serving up great cuisine in their neighborhood!

This issue highlights people who have something to teach us about business excellence (Page 22). These

small, medium and large companies have achieved excellence in their business niche, their reach around the region, country and globe, their business acumen and ability to grow with purpose. The path to excellence is not always mainstream or Main Street.

Information and technology applications change so fast that what we see as new and exciting today may be passé next week. The IT trends featured in this issue (Page 18) can help your business be more connected. Cloud Computing, telepresence and high-tech conferencing can make the business of doing business easier for small to medium-sized businesses and larger corporations alike.

This is a perfect time of year to reflect on the many things we are thankful for and resolve to make changes that further enhance our lives in the coming year. My best wishes extend to all of you for a holiday season filled with good company, great memories and many moments of joy and a New Year that brings health, happiness and added prosperity to you and yours.

Until next time,

Susan Joseph NielsenSusan Joseph NielsenEditor

Falling into

Autumn Reflections

Cranberry, pineapple and apple salad


Inland Business Catalyst magazine is published bi-monthly Inland Business Catalyst magazine is published bi-monthly Inland Business Catalystby Bozzi Media.

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Vol. 6 Issue 6November/December 2010

EditorSUSAN JOSEPH NIELSEN

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Art DirectionDAVID CRARY - ART DIRECTORKRISTI SOMDAY - LEAD DESIGNER

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ContributorsED CLARKMARGARET CROOMCASSIE DEVANEYROBIN FONTAINEPAUL FRUCITOM MCARTHURCHERYL-ANNE MILLSAPJAN QUINTRALL

Account ExecutivesLYNN HANLEYCOLLEEN BAGDONJEFF FRITZHOLLI C. QUINONESJULIE MORIN

Business DevelopmentEMILY GUEVARRA BOZZI

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Traffi c and Distribution ManagerKELLI EGBERT

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F R O N T D E S KPIZZA +. IT’S OFFICIAL. THERE’S A NEW RESTAURANT going in at the former Hangar 57 location on South Regal near 57th Avenue on the South Hill. Longtime and well-known restaurant owners Mark Starr, owner of David’s Pizza, Dale Kleist, owner of Fast Eddie’s and local chef Kile Tansy (formerly of Quinn’s and Ella’s Supper Club) are teaming up to open Famous Ed’s. The restaurant will feature the David’s Pizza menu plus pastas, salads, sandwiches and burgers.

This particular neighborhood location, says Starr, is something they’ve wanted for a long time. “We have so many great South Hill patrons who dine at our two restaurants and we’re excited to be a lot closer to them now.”

The quality of the menu items, says Kleist, will be exceptional with Kile at the helm. “We think it’s a fairly new approach to take part of the brand, David’s Pizza, the expanded menu that we’re putting together with Kile, an exceptional atmosphere blended together for great cuisine and a fun dining experience.”

Goodbye dark interior; hello lots of light! About one third of the remodeling budget is being spent on windows. “We are really going to open it up in here for light,” says Starr, “with 18-foot entry doors, a glass roll up patio door, and a cut out window behind the bar. No matter where you’re sitting (inside or out) you’ll be able to see the other side.”

They are expanding the footprint to the north and doubling the outdoor patio area, which will seat about 50. The restaurant will seat about 100 and will feature an open kitchen view.

The owners will still run their existing restaurants. “This is an expansion,” says Kleist “and a wholly different venture that brings a combined 38+ years of restaurant ownership into Famous Ed’s.”

The restaurant is scheduled to open in December and will serve patrons lunch and dinner. “We want the neighborhood to drive other elements that may be added once we are up and running,” said Starr.

RESERVATIONS REQUIRED. JEFF AND JULIA Postlewait, owners of the Rocket Bakery, Rocket Market and Bottles will be opening a new kitchen/restaurant in the Millwood area (near Argonne) sometime after the first of the year with business partners Karen and Wayne Johnson.

The restaurant, Blue Table Kitchen, will be open two days a week, with room for 20 people. It will be dining by reservation only with a set menu. This concept, says Jeff, is entirely new for Spokane. “People will sit at a big community table so they can meet new friends. The menu will be posted online each Monday for Friday and Saturday reservations.”

We’re really excited, said Jeff, to fill another ‘Valley void’ with this restaurant. “When we travel we always try new restaurants, bakeries and coffeehouses, and this was one concept we thought would fit well in Spokane.” IBC

New South Hi l l Neighborhood Restaurant;

Reservations Required Concept for Mil lwood

D I N I N G D I S H

By Susan Joseph Nielsen

9November / December 2010

THE FIRST IGNITE SPOKANE EVENT, HELD SEPTEMBER 30 AT THE BING CROSBY THEATER, FEATURED 15 FAST TALKING AND PERSUASIVEpresenters who made us laugh, think and contemplate many facets of our region– health, transportation, kids, underwear, branding, behavior, personas and values. Each presenter held the audience’s attention with the concept, images, storytelling or a combination of all of the above. From fancy pants to the Skipping Encyclopedia, these presenters were amazing!

About 135 people attended live while another 188 people watched the event online through KREM.com. According to event promoter Margaret Croom from Perketing.com, the marketing company behind the Ignite Spokane event, a winner will be selected via an online voting process which will begin soon. Ignite Spokane will be part of a worldwide Ignite event to be held February 7-11, 2011. For updated information visit www.ignitespokane.com.

THE COEUR D’ALENE OLIVE OIL Company opened a seasonal retail cart October 1 in the Spokane Valley Mall as a way to bring the company’s products to Spokane customers for the holidays.

“We are featuring our oils, vinegars, tapenades and olives as well as a large selection of holiday gift box items,” said Owner Joslyn Cox. The cart is located in a high traffic area on the first floor near the center court area in front of Zales.

Cox says she is exploring a permanent location in Spokane but details are not yet available. The other location is in downtown Coeur d’Alene.

NAWBO sponsored event brought women together for inspiration and business tools

The Power of One +

FRONT DESK

Brought out Fast and

Persuasive Talkers

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C O E U R D ’ A L E N E O L I V E O I L C O M PA N Y O P E N S H O L I D AY L O C AT I O N I N S P O K A N E

JEANETTE NYDEN, FOUNDER AND PRESIDENT of J. Nyden & Co and author of Negotiation Rules! A Practical Approach to Big Deal Negotiations, and Jill Lublin, radio and television host and best-selling author of Get Noticed…Get Referrals: Build Your Client Base and Your Business by Making a Name for Yourself and a Name for Yourself and a Name for Yourself Guerilla Publicity, were in Spokane October 14 as featured were in Spokane October 14 as featured speakers for the 2010 NAWBO Leadership speakers for the 2010 NAWBO Leadership speakers for the 2010 NAWBO Leadership Seminar and Annual Banquet event held Seminar and Annual Banquet event held at the Lincoln Center. at the Lincoln Center.

Nyden spoke at an afternoon leadership Nyden spoke at an afternoon leadership workshop entitled “Leverage Your Natural workshop entitled “Leverage Your Natural workshop entitled “Leverage Your Natural Negotiation Talents: 10 Techniques Negotiation Talents: 10 Techniques Negotiation Talents: 10 Techniques Specifically for Women,” describing how Specifically for Women,” describing how Specifically for Women,” describing how collaboration, in the form of partnerships collaboration, in the form of partnerships collaboration, in the form of partnerships and alliances, wins more business today and alliances, wins more business today and alliances, wins more business today than old fashioned competition. than old fashioned competition. than old fashioned competition.

My takeaway:My takeaway: Stop “shoulding” all over Stop “shoulding” all over the place. Stop using the word should and the place. Stop using the word should and the place. Stop using the word should and feeling bad about how things turn out!feeling bad about how things turn out!

Lublin, the keynote speaker for the Lublin, the keynote speaker for the Lublin, the keynote speaker for the celebration banquet, presented “Power celebration banquet, presented “Power Your Publicity,” related to getting the Your Publicity,” related to getting the media talking about your business, media talking about your business, media talking about your business, products and services. She provided products and services. She provided products and services. She provided tips on how to position your message tips on how to position your message tips on how to position your message tips on how to position your message effectively and quickly. effectively and quickly. effectively and quickly.

My takeaway:My takeaway:My takeaway: If you don’t like the If you don’t like the news, go out and make your own!news, go out and make your own!news, go out and make your own!

The National Association of Women The National Association of Women The National Association of Women Business Owners' vision is to propel Business Owners' vision is to propel Business Owners' vision is to propel women entrepreneurs into economic, women entrepreneurs into economic, women entrepreneurs into economic, social and political spheres of power social and political spheres of power worldwide. For more information about worldwide. For more information about the NAWBO Inland Northwest chapter visit nawbonw.org or call (509) 468-0510.

JEANETTE NYDEN, FOUNDER AND PRESIDENT Negotiation

Rules! A Practical Approach to Big Deal


photo by Terry Jett

scraper, booster cables, warm blanket and a first aid kit.

CHECK THE LEVEL OF YOUR ENGINE OILTop it off if you’re low and have it changed based

on the recommendation in your vehicle’s owner’s manual.

CLEAN YOUR BATTERY TERMINALS Wearing gloves and eye protection, use a

solution of baking soda and water to loosen up corrosion and clean with a wire brush.

CLEAN YOUR WINDOWS AND LIGHTSIncrease your safety by cleaning the car

windows inside and out and your headlights and taillights too.

CHECK YOUR LIGHTSMake sure none of your light bulbs have burned

out, including your emergency and interior lights. READ YOUR VEHICLE’S OWNER’S

MANUALThis guide will tell you when maintenance should

be scheduled and the correct specs for your tire pressure, engine oil, etc.

Cassie Devaney is the eastern region public relations manager for AAA Washington. AAA Washington provides a variety of exclusive benefits, including roadside assistance, discounts, maps and personalized trip planning, to its 995,000 members. Additional information is available through the company’s 26 offices in Washington and northern Idaho, at AAA.com, or by calling 1-800-562-2582.

THE MAJORITY OF HOLIDAY TRAVELERS WILL BE relying on their cars to visit friends and family over the next few months. Below are a few easy things every driver can and should do to prepare for safe and hassle-free road trips this winter.

REPLACE YOUR WINDSHIELD WIPERSWith the Northwest’s winter climate, motorists

should replace their front and back window wiper blades every six months. If wiper blades are dried out and brittle they won’t clear the windshield adequately.

CHECK YOUR TIRE PRESSUREAs the temperature drops, so will the pressure in

your tires. This can make for unsafe conditions and reduce fuel efficiency.

PREPARE A WINTER DRIVING KITConsider including food, water, flashlight, snow

shovel, abrasive material for traction (sand), ice

THE LAST APPLE COMPUTER I OWNED WAS A BELOVED MAC IN 1993. THE BIG NATIONALcompany I was working for decided to move the entire company away from Apples to PCs. They had to pry my precious Mac from my rigid hands; and even then, I followed it on the wheeled cart all the way down the hallway and into the elevator.

Now, 17 years later, I’ve gotten over the loss, but am tempted to buy an Apple Mac or iPad just to rekindle that long lost tech love affair. Apple lovers unite!! You now have a store to call your own in downtown Spokane. Located in the space formerly occupied by an Eddie Bauer store at 710 W. Main Avenue, the Apple Store opened September 25 to throngs of Apple fanatics.

Packed with gadgets and devices, the store also offers workshops, tours, youth programs and tech support. The “Genius Bar” is an area in the store where you can sit down with an Apple ‘Genius’ for personalized technical support. Among my more creative friends, the Mac is known as “the designers’ computer of choice.” I have a feeling Spokane may get a lot more “creative” in the coming months. www.apple.com/retail/riverparksquare.

Apple Store Opens in Downtown Spokane

By Cassie Devaney

Taking it to the Streets: Tips to Prepare for Holiday Road Trips

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IIN THE OFFICE OF THE FUTURE, IIN THE OFFICE OF THE FUTURE, Icalling someone from a phone will be Icalling someone from a phone will be Irare. You will tell your computer to call Irare. You will tell your computer to call Ithem for you: “Computer, call Joyce at Ithem for you: “Computer, call Joyce at Ithe Portland office.” Suddenly, an office Ithe Portland office.” Suddenly, an office Iwall will flicker and Joyce will be sitting Iwall will flicker and Joyce will be sitting Iacross from you, as if she were right there. From wherever Joyce is, she will have the same immersive experience.

That’s the idea behind telepresence and high-tech conferencing–bringing two or more distant people together in a single simulated professional setting. Business travel will be virtually unnecessary.

Today’s range of options between ordinary telephone conference calls and interactive hologram conferencing is vast, in both complexity and price. From Skype and Smart Boards to Web conferencing and telepresence systems, knowing where to begin is a smart way to lower costs, increase productivity and position your business as one that values and invests in personal relationships.

Begin by exploring possibilities and defining your needs

Informational meetings, software instruction or collaboration between familiar colleagues–communications

where body language and facial expressions are not as critical–can be economically achieved with two solutions: Smart Board technology (interactive

computer-driven whiteboards) and Web conferencing.

Smart Boards operate as part of a system that includes the interactive whiteboard, a computer, a projector and the collaborative software. Components are connected wirelessly via USB or serial cables. The projector connected to the computer displays the computer’s desktop image on the interactive whiteboard and the board accepts touch input from a finger, pen or other solid object. According to Larry Vierra of Advanced PC Solutions in Spokane, this technology does not require a substantial additional investment for businesses that already have standard computer systems.

Web conferencing products fall into two basic categories–on-premises or hosted software. “On-premises” refers to software installed on your company’s servers or workstations. “Hosted software” is provided on a subscription basis over the Internet. Both offer benefits and drawbacks, such as greater customization options for on-premises software and lower installation costs for Internet-based solutions. Even if you’re just going to use a lower cost Web conferencing subscription, you’ll still need to know about things like webcams, workstation graphics capabilities, network performance and broadband speeds.

People, locations and qualityMichelle Rice, marketing director for

Cerium Networks, cited successful client projects from a variety of industries where video conferencing has saved money and improved service, including accounting firms, medical laboratories, even our local justice system.

According to Ron Miles, superior court administrator for Spokane County, as recently as five years ago the Sheriff ’s office encountered overtime because only three in-custody individuals could be transported at a time to hearings and arraignments. The district and superior courts’ support for a jail courtroom video system effectively doubled the number of criminal docket items that could be handled each day, speeding up the legal process for everybody.

If daily access to video conferencing is more than your business needs, access on an occasional basis is available locally. The Oxarc Training Center, a multimedia interactive conference and training facility, is available on a per-hour or per-day basis to bring people in one or more locations together from anywhere, at any time of day or night. A provider of diversified industrial products and services, Oxarc originally created the facility to support their own employees and customers, but make the use of their state-of-the-art boardroom and classroom available to other businesses.

“We’ve had several businesses use our facility four or five times,” said Ron VanDyke, Oxarc’s marketing manager, “then invest in their own equipment. Others continue to count on our facility as a turn-key solution to their distance-learning or meeting needs.”

Oxarc has a worldwide network of video conferencing locations and can

Meeting face-to-face without traveling without traveling

place-to-place

By Robin Fontaine

BUSINESS & TECHNOLOGY


connect you with multiple people in multiple locations. Local experts from large corporations or small businesses, including Cerium Networks, Cisco, Advanced PC Solutions and others, can help you define solutions customized for your needs and budget.

Beyond videoconferencing to telepresence

Watching and interacting with someone on a TV or even a 10-foot rear-projection screen is amazing. One of the newer advancements, from Cisco, really takes it up a level. “Telepresence” uses complex video technologies to give geographically separated participants a sense of being together in the same location. These systems use high definition cameras feeding to life size HD displays with high fidelity acoustics.

In sophisticated telepresence rooms, the furniture and displays are set up to further enhance the simulation. The feeling of shared presence is striking, allowing users to forget about differences in location. Few companies can afford a dedicated telepresence setup at this point, but some vendors and a few hotel chains in key metropolitan centers offer complete on-site setups that can be rented. Cisco’s new “Umi telepresence” system is a first-of-its-kind consumer level product that connects to an existing HD television and a broadband connection to create a video communications experience that is so clear, natural and lifelike that users can see eyes sparkle and voices laughing as if sharing the same room.

Interactive and visual communications enhance all types of interactions, especially between people who are in different locations. As visually interactive options become more common, today’s typical phone call may become a thing of the past.

Robin Fontaine, Fontaine Writing & Design, has been a writer and publications designer in Spokane for over 20 years. She is currently creating and organizing information for a neighborhood association, a website and a recipe book.

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TTBy Ed Clark

Dan Loibl is Dan the Piano Man

“Dan the Piano Man, when it comes to pianos, Dan’s the Man. He can tune them, he can store them, he can move that baby grand….Dan…the Piano Man!”

HOW'S BUSINESS THE JINGLE SAYS TTHE JINGLE SAYS TTTHE JINGLE SAYS TTIT TTallTT, TDan Loibl is the TDan Loibl is the TPiano Man. Pianos have TPiano Man. Pianos have TTPiano Man. Pianos have Tbeen part of his life since he Tbeen part of his life since he TTbeen part of his life since he Tstarted taking piano lessons at 6 Tstarted taking piano lessons at 6 Tstarted taking piano lessons at 6 Tstarted taking piano lessons at 6 Tyears old. He went on to major Tyears old. He went on to major Tyears old. He went on to major Tyears old. He went on to major Tin music at Valley City State in music at Valley City State University in North Dakota, University in North Dakota, where one day he saw a hand where one day he saw a hand written flyer on a bulletin written flyer on a bulletin board that read, “Local Piano board that read, “Local Piano Tuner Needed.” Tuner Needed.”

Looking for some Looking for some extra money Loibl, responded to the ad, and began working as an assistant to a piano tuner who was in his 70s and looking to retire. Dan worked with him for 18

months until he graduated. His boss’ graduated. His boss’

graduation gift to Dan graduation gift to Dan was a list of 200 customers he was a list of 200 customers he

wasn’t able to service anymore, and wasn’t able to service anymore, and Dan was in business. Dan was in business.

While teaching junior and senior While teaching junior and senior high bands for 16 years in the North high bands for 16 years in the North Dakota area, Dan tuned pianos part Dakota area, Dan tuned pianos part time until the business got so big, he time until the business got so big, he quit teaching to focus on piano repair quit teaching to focus on piano repair

full time. Meanwhile he kept up his full time. Meanwhile he kept up his musical skills by playing trumpet in a musical skills by playing trumpet in a local dance band.

In the late 70s, Loibl visited a friend In the late 70s, Loibl visited a friend in Spokane to help him build a pole in Spokane to help him build a pole barn and fell in love with the area. He barn and fell in love with the area. He moved to Spokane in 1980 after learning moved to Spokane in 1980 after learning that most of the old time piano tuners that most of the old time piano tuners had passed away or retired. His business had passed away or retired. His business of tuning, repairing and moving pianos began to grow. He expanded his services to include sales of new and used pianos and piano storage. Dan the Piano Man now offers dozens of new and used pianos including brands like Story & Clark, Charles R. Walter and Hardman. The company also has over 100 pianos in climate-controlled storage, which

FOCUS ON BUSINESS



are priced considerably less than other dealers.

Over the years Loibl has amassed more than 42,000 customers and is known nationally for his expertise. He’s a trusted piano tuner who takes care of scores of church and school pianos. He’s tuned pianos for some of the most famous pianists in the entertainment industry including Arthur Ferrante, John Ford Coley and Vladimir Horowitz. He tuned Horowitz’s 9-foot Steinway five times, which was played on the Bing Crosby Theater stage and was on display in Spokane. Horowitz’s piano is now in the Smithsonian.

Business is brisk for Dan the Piano Man moving up to 30 pianos a week. They’re not just moving them around Spokane. The company also has the ability to move pianos anywhere in the world. With each move they offer a coupon for $15 off tuning. Pianos should be tuned once or twice a year, and whenever they are moved (even from one room to another). Loibl keeps detailed records on each piano and gives customers a reminder call when it’s time to tune again.

As for repair and rebuilding, they offer everything from simple adjustments to complete rebuilding including new strings, hammers and key covers. With over 40 years of experience rebuilding antique, air-operated player pianos, there are very few people who know more about player pianos than Dan the Piano Man.

The company is located at 1708 North Vista Road in the Spokane Valley. Visit www.danthepianoman.com for a full listing of products and services.

Yes, “When it comes to pianos, Dan’s the Yes, “When it comes to pianos, Dan’s the Yes, “WMan. Dan the Piano Man.”

Ed Clark is the owner of � e Clark Company, a Spokane-based advertising, public relations and media business. He also produces the radio and e-newsletter “How’s Business Report” as well as the “Entertainment Spokane” television, radio and e-newsletter report.” You can sign up for the popular weekly email How’s Business e-newsletter at spokanehowsbusiness.com or (509) 838-4080.

"� is amazing Business Training & Conference Center

is a regional jewel"Business meetings, individual inter-views, boardroom to classroom, this fa-cility serves the Inland Northwest with formal, superb technology, and multi-media-training excellence. Be amazed at the interactive state-of-the-art, high-at the interactive state-of-the-art, high-defi nition equipment and experience the defi nition equipment and experience the professional amenities, services, and ca-professional amenities, services, and ca-pabilities available here. � e professional pabilities available here. � e professional videoconferencing can connect you live, videoconferencing can connect you live, face-to-face, and give a truly "global face-to-face, and give a truly "global reach" to your meeting or conference.reach" to your meeting or conference.

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East 4003 Broadway, Spokane, WA 99202509-535-7794 Toll Free 1-800-765-9055 • FAX 509-536-8965

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IIT’S ALWAYS FUN TO RECEIVE A GIFT.IIT’S ALWAYS FUN TO RECEIVE A GIFT.IGiving gifts is part of our culture and a way IGiving gifts is part of our culture and a way Iwe express our appreciation for people in Iwe express our appreciation for people in Iour lives. It makes us feel special. Iour lives. It makes us feel special. ISelecting the perfect corporate gift for clients, customers and colleagues is all Iclients, customers and colleagues is all Iabout knowing the person well enough to provide a gift that will be appreciated and used.

“Thoughtfulness is the first thing you should think about,” says Lori Humphrey owner of creative marketing solutions firm Proforma Good Wood Marketing. “Both customers and employees like to feel appreciated for their hard work and loyalty, especially in this economy, so gifts that reflect a personal appreciation are significant.”

The relationship between you and your client is another major factor in selecting the right corporate gift. “Whether it’s personal or professional, the gift should reflect the relationship,” says De Scott, owner of Simply Northwest. “Corporate gifts shouldn’t be too personal. Giving items that can be shared and enjoyed is appropriate and not too personal.”

Hand crafted and local or mass produced. Scott takes extra effort to find things that are hand-crafted and local. “For a long time people wanted cheap. Now we’re paying the price for low quality, low cost merchandise. Many clients want local items and things made in the USA.” Humphrey agrees and adds that “green

and “sustainable” items are popular. “One customer combined a local product (Cougar Gold cheese) with a logo’d bamboo cheese board and gave it to their customers nationwide. Gourmet treats are a great way to recognize a large group of people for a job well done and this one promoted both “green” and local support.”

Something traditional. Food is a universal gift item. Every year my great uncle gave our family a half a side of beef for Christmas. As a child I didn’t realize what a special and extravagant gift that was for our family. Fresh meat, seafood, crab and salmon are popular and very appropriate food gifts.

“We do quite a bit of local business with companies who have been clients for many years,” said Clyde Sonnenberg, owner of Sonnenberg’s Market & Deli. “Hams and turkeys are the most popular gifts around the holidays because the price point is right about $20-$25 per item. The meat packs are popular as office party door prizes.”

Special, quality food items, says Scott, are always in style. “Salmon, crackers, wine, domestic beer, huckleberries, chocolates and Walla Walla Sweet Onions are all very unique and special gifts. Specialty items can cost a bit more, but are viewed as very personalized to the recipient’s tastes.”

Although very popular, if you plan to give wine, beer or other liquor, you need to know your customer well. Cultural issues should not be overlooked. Each country

and culture will have their own rules for appropriate corporate gift giving.

Comfort items. Things that can be used in the home and comfort items are still popular this year. “The TV Blanket (Snuggie) is still a big item,” said Humphrey. “Clients like to have a theme and put their corporate brand on items.” The themed element, says Scott, is always fun to develop. “Create a movie night with a blanket, hot chocolate, popcorn bowl and microwave popcorn as a feel good package.”

Corporate gifts are a form of positive reinforcement. Gift giving is an unsolicited expression from your company and a bit of selective targeting will make it more effective. Custom gourmet chocolate, a candle and some wine is a great combination for the spouse of someone who travels a lot. “Personalize it with a note from the CEO and you turn the gift into something exceptional that recognizes the sacrifice the spouses make too,” says Scott.

Timing is everything. Companies have pulled back on some of their spending the last few years. Gone are the days of being frivolous. However, elegant and tasteful is always in style.

“We put together amazing party and deli trays,” says Sonnenberg. “They are very popular for office parties and as a gift to a group of people. We are already getting orders for the meat and deli trays plus, crab, salmon and of course, our New York Style Italian sausage coil (aka Pig Out sausage).

APPROPRIATE YEAR-ROUND

Flower/plants and wine/liquor (tied at 10%)

by Susan Joseph Nielsen

Corporate Gifts

BUSINESS & LIFE

N A T I O N A L T R E N D S T H I S Y E A RAccording to OPEN from American Expresssm Small Business Monitor, the top corporate gifts are:

Cards or calendars (49%)

Gift certificates for retail or restaurants (26%)

Company branded items (23%)

Fruit/food basket or charity donation (both 18%)


We sell more than 2,000 pounds of coiled sausage per month.”

Many clients give gifts at times other than the holidays. “We encourage gift giving at unexpected times,” says Scott. “There are plenty of opportunities to be unexpected.”

Summer corporate events are a big time for steaks, sausage and BBQ. Sonnenberg’s does several gift packs and summer events for clients.

Planning is critical this time of year. “We do two-thirds of our business between October and December,” Humphrey says. “Typical turnaround is 2-3 weeks but custom items may take six weeks or longer, so we’re advising clients to order their items now.” Scott agrees and adds that personalizing cards and packaging can really add a finishing touch, but you need to allow extra time for that, too. “It's important,” says Scott, “to follow the gift all the way from the creation to the recipient.”

Really out there items. “The most unusual request we get is for the turduckin,” says Sonnenberg. "We get a few requests a year around Thanksgiving. It’s a turkey stuffed with a duck that’s stuffed with a chicken. They’re boneless and a lot of work!”

Sometimes, the most unique gift comes via a special request. “We donated an item for an auction and turned it into an ’Everything but the Kitchen Sink’ theme. We took an old kitchen sink and loaded it up with things to equip a kitchen such as tea towels, dishes, pot holders, glasses, pots and pans, etc. It was adorable.”

Remember, the key is to make your gift relevant. Whether it’s during the holidays or throughout the year, it’s about taking the opportunity to connect with your clients, strengthen ties and show your appreciation for their business. IBC

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TEN YEARS AGO, SMALL TO MEDIUM TEN YEARS AGO, SMALL TO MEDIUM size businesses (SMBs) would need expensive dedicated computer and storage servers, software licenses for every computer, and an expensive IT specialist who could set up an entire system and keep it running when the inevitable problems occur. For SMBs, it has been cost prohibitive and waiting for revenues to answer need, limited direction and the ability to compete. Now, small startups overtake established leaders to dominate their markets with increasing speed. Developing countries literally skip over decades of massive investments of infrastructure and move straight to mobile communications.

Cloud Computing has completely changed this dynamic, to the great benefit of SMBs everywhere. A startup company simply needs a computer with a connection to the Internet, and beyond that a server, software and storage needs are entirely customizable based on their unique business. Cloud Computing will allow SMBs the agility and power to leave their traditional competition in the dust.

WHAT IS CLOUD COMPUTING?Cloud is a new computing model.

Basically, IT resources and services are taken from an onsite infrastructure and are provided on-demand in a dynamically scalable environment. Cloud Computing gives SMBs immediate, on-demand computing and storage resources without upfront costs. Is this a passing fancy or a paradigm shift from traditional software models to the Internet? Cloud has steadily gained momentum over the last 10 years and business applications are moving to the Cloud.

CLOUD BENEFITSCloud accelerates SMBs by allowing

transformation of ideas into marketable products and services with greater speed.

By Margaret Croom

INFORMATION & TECHNOLOGY

18 CATALYST | www.ibcatalyst.comCATALYST | www.ibcatalyst.comCATALYST | www.ibcatalyst.comCATALYST | www.ibcatalyst.comCATALYST | www.ibcatalyst.com

Cloud can provide virtually limitless Cloud can provide virtually limitless scalability, giving SMBs the ability to grow scalability, giving SMBs the ability to grow without time and resource intensive IT without time and resource intensive IT build-outs. build-outs.

Cloud is revolutionary for the economics of SMB IT. In the past, IT has been capital intensive and now can be pay-as-you-go. Underlying infrastructure, capacity and costs are assessed, providing a tiered approach to need. An analysis of current on-site IT costs versus the ROI for Cloud should give a strong indication of the best approach for SMBs.

Cloud brings powerful IT resources to the masses. A business of any size can access information technology resources that previously were out of reach. Best of breed applications and computing infrastructure are available to all without a considerable up-front investment.

Cloud unlocks revenue potential for any business. Companies can enter new markets, acknowledge and act on changing customer needs, create and provide added value, as well as achieve cost-effective strategies.

Cloud can enhance information management and diminish risks. Protect classified information through mobile systems that can sense their physical environment providing automated security and simplifying disaster recovery.

Cloud does not always offer the best business solution. Some Cloud solutions restrict the ability to customize functionality or cannot assure quality of service. Stringent compliance or technical requirements may demand other approaches. Businesses will need to determine where Cloud is most appropriate around cost, risk, and performance.

CHOOSING A CLOUDPrivate Clouds are operated for one

organization. According to Eric Knorr of InfoWorld, the idea is that you get all the scalability, metering, and time-to-market benefits of a public Cloud service without ceding control, security and recurring costs to a service provider.

Public Clouds are operated by a service provider that makes resources, such as applications and storage, available to the general public over the Internet. Public


Cloud services may be free or offered on a pay-per-usage model.

Hybrid clouds are part private and part public. Basically, some resources are provided and managed in-house while others are provided externally.

Greg Greene, president of Fatbeam, in Spokane, builds fiber optic networks for education, government and business enterprises in third and fourth tier markets. As a formidable technologist, I asked Greg if he was a proponent of Cloud Computing for SMBs.

“I love it!” he said. “The scalability factor alone with the added benefit of buy or pay-as-you-go are reason enough to seriously consider using Cloud Computing.” Green believes that Cloud Computing has changed the role of IT, giving SMBs the ability to buy modules and services related to their specific industry at a lower cost.

THE PITFALLS OF CLOUD COMPUTINGI knew there had to be “nay-sayers,”

specifically regarding security pitfalls of Cloud. J. Voas, of the federal technology agency NIST, wrote his personal opinion regarding Cloud in an article called Ethics and the Cloud, dated October 1, 2010. It and the Cloud, dated October 1, 2010. It and the Cloudcan be found in its entirety at http://www.http://www.nist.gov/information-technology-portal.nist.gov/information-technology-portal.cfm. He writes, “When the Internet is used to further centralize computing power and user data, the pendulum seems to be swinging away from individual autonomy and toward more concentrated power in fewer hands. However, if an individual relies on large corporations to deliver computing power and safeguard data via the Cloud, then the individual will be placing a great deal of trust in that corporation–and in their Clouds.”

He also quoted Larry Ellison, the founder of Oracle, as comparing Cloud Computing to “gibberish” and “the computer industry is the only industry that is more fashion-driven than women’s fashion.” However, Voas failed to mention that Oracle offers their own Cloud Computing.

STARTING WITH THE CLOUDWith a Cloud application, you open

a browser, log in, customize it and start. Businesses are using all kinds of applications in the Cloud, like customer relationship management (CRM), HR, accounting, social networking services and on-line collaboration tools including file sharing, web conferencing, contact management, email, scheduling and instant messaging. Salesforce.com is heavy into Cloud Computing offering complete automation with the Cloud.

Craig Sanders, president of Contineo in Spokane, recommends that SMBs always find out what is in place for data security, intellectual property, data storage and the Internet protection that is provided such as spam protection, firewalls and reputation risk.

Sanders is a proponent of Cloud Computing for certain types of businesses, specifically startup to small. “Make sure to keep control as the business grows so there’s a plan in place to take back the reigns if necessary.” He advises keeping internal backup of data and proprietary information as necessary and regular. Cloud computing may be less expensive however, everything has a fee. As the business grows, you may want to bring the Cloud in-house if it makes sense financially.

ASSESS COST, INTEGRATION AND WHY SOMETHING IS BETTER

There are a lot of technology companies worldwide that are offering Cloud services. It is important to know who has access to your data. When asked who he recommended when researching Cloud Computing companies, Sanders said to visit with local businesses first (for easy access to real people,) then look regionally. Building a personal relationship outside of the Cloud is important.

Contineo offers a few Cloud services as well, specifically accounting, time management, billing and reporting websites, email and applications for customers only.

Margaret Croom has been in IT for 23 years. She owns Nosey Parker LLC, the premier data collection tool for a niche demographic of female shoppers. NoseyParker.net, a guidebook and an upcoming Smart Phone Application are the visual cues to using technology to gather retail customer data for SMBs.

QUESTIONS YOU SHOULD ASK A CLOUD PROVIDER(excerpted from Streetwise Small Business Book of Lists edited by Gene Marks and edited for relevance by Margaret Croom)

WILL THE CLOUD PROVIDER BE AROUND NEXT

YEAR? Great technology has great companies

behind it. You’re going to find yourself with a

new partner, and like any new partner you’ll

want to make sure to do as much research

about them as possible.

WHO SUPPORTS IT? You know by now that

something WILL go wrong. Who will you call?

The vendor? A Partner? Make sure you know

who’s going to help you with the inevitable

problems before they occur.

WHAT ARE ALL THE COSTS? What about the

annual maintenance and support? Can

you pay-per-use, monthly, yearly? Get all

the costs up front. Ask if there is an annual

maintenance and support fee and a pay-per-

use, monthly or yearly fee.

WHO ELSE IS USING IT? Never buy technology

in a vacuum. Get references. Do site visits,

especially for technology storage needs. Call

other users. Check newsgroups and forums.

Google the vendor.

CAN I TAKE A TEST DRIVE? Never buy just

on a vendor demo. Most Cloud companies

offering software usage will allow you to try

it for 30 days.

WILL IT SPEAK TO MY OTHER SYSTEMS? When

buying into new technology make sure it’s

open to others. Proprietary systems are

becoming a thing of the past. Make sure that

you can tie it to other systems.

HOW DO I MAINTAIN SECURITY AND POLICY

COMPLIANCE? “To take full advantage of the

power of Cloud Computing, end users need

to attain assurance of the cloud’s treatment

of security, privacy, and compliance issues.”

- Agiliance Inc., the leading independent

provider of Governance, Risk and Compliance

(GRC) solutions.


THE ECONOMY MAY BE TOUGH RIGHT NOW BUT NEXT DAY DRY CLEANING IS DOING BETTER THAN EVER.

Adam Burton, owner of Next Day Dry Cleaning, has seen his company grow from a one employee operation to a bustling operation that has a staff of eight. Adam and his wife Amy, have one energetic daughter Wren, who recently turned three.

NEXT DAY DRY CLEANING: THE ROUTE PRO

Burton’s operation of Next Day Dry Cleaning represents three generations of family involvement in the cleaning business that originates in his hometown of Moscow with his grandfather’s operation of the Moscow Steam Laundry. After graduating from high school, Burton chose to forgo college and instead go directly into business and get what he calls a “hands on education”. Eighteen years later he says he is still learning. Adam’s years of cleaning experience range from a long-standing store-based service to recent expansion in the last three years to include next day delivery. This portion of his business offers FREE home pickup next day delivery of dry cleaning orders directly to the customer doorstep.

“It’s kind of like a dry cleaning store at your front door,” states Burton.

After taking a tour of Burton’s facility, it became clear that this is a business that is going places. Burton’s plant, equipped with things like Bluetooth barcode scanning, computer controlled cleaning machines and state-of-the-art pressing equipment, is truly a step above the competition. He believes in using the latest technology in an effort to deliver the best finished product available. So next time you see one of those green vans or one of those bright green bags, you will know that there is another customer enjoying the ultimate in convenience.

s p e c i a l a d v e r t i s i n g

Next Day Dry Cleaning(509)892-1234 or (208) 987-0040 www.DCpickup.com



TThe first horse out of the gate

There was a time when Jeff and Julia Postlewait had the only espresso maker in town at “Jeffrey’s Deli and Coffee Bar.” There were no neighborhood coffee houses in Spokane back in the early ‘80s. Few businesses were open on Sundays then. “A friend used to come in and ask for our ‘rocket fuel,’” says Jeff. After adding a bakery and moving to Spokane Valley in 1992 (the year Starbucks made its IPO) Jeff says, “we decided to name our first coffeehouse Rocket Bakery.”

“Every morning there was a line of customers outside waiting for us to open so they could come in for hot, strong coffee, pastries and baked goods,” says Julia. “We were lucky early on to have a faithful following. I remember closing up the bakery, going to the hospital to have our first child and coaching Jeff on how to make the scones just right so he could head to the Argonne store, bake and open on time.”

Despite the ubiquity of national brands, independent coffeehouses represent almost 60 percent of the specialty coffee business (according to the Specialty Coffee Association of America). The husband and wife team now own and operate seven Rocket Bakery locations and one Rocket Market location (www.rocketspokane.com) in the Spokane area and have plans for other “Spokane firsts.” [See Front Desk]

Written by Tom McArthur and Susan Joseph Nielsen

Do not go where the path may lead, go instead where there is no path and leave a trail. – Ralph Waldo Emerson

TRAILS OF BUSINESS EXCELLENCE BURSTTTRAILS OF BUSINESS EXCELLENCE BURSTTfrom the Pacific Northwest like fireworks. Tfrom the Pacific Northwest like fireworks. TWhether nature or nurture, we seem to TWhether nature or nurture, we seem to Ttake Emerson’s words to heart here, more Ttake Emerson’s words to heart here, more Tthan most other places in the country. The Tthan most other places in the country. The Tsmaller trails are here too and have likely

made an impact on your life.

Trails ofTrails ofTrails ofTrails ofBusiness Business Excellence

Julia and Jeff Postlewait serve up hot coffee and fresh baked goods at seven neighborhood coffeehouses in Spokane.

photo by Keith Currie Photography


Filling a voidJulie Farley made a business name

for herself by putting other people’s faces forward. As owner of The Make-Up Studio, Farley got her start 26 years ago doing make-up for movies and commercial projects. After an hour or two in her chair, Farley would often hear some of the biggest faces in the business remark “this is the best I’ve ever looked!” Farley would show clients how to create their best faces on their own, and from that a business was born.

Farley describes her business as half service, half retail. “Clients come in with their own products and get three hours of my time. They get honest advice that they can’t necessarily get at a counter. It’s tough love sometimes.”

Farley says professional make-up was something she always wanted to do. “It was kind of scary in the beginning,” she says. “I knew something like this could fly in a bigger city but could it fly in Spokane?”

The Make-up Studio (www.themakeupstudio.net) is in a 1,800 square foot street-level retail space in the Fruci Building in downtown Spokane. There, Farley and two aestheticians help women make themselves beautiful.

“At the end of the day, I go home knowing that I did great work and that I touched someone’s life,” says Farley. “That I made an impact.”

“I think make-up is medicine,” says Farley. “It gives you confidence and helps you feel good about yourself. It’s pretty tough out there right now. If you look good and exude confidence, maybe that’s the difference in getting the job or not.”

Farley’s latest adventure is Project Beauty Share (www.projectbeautyshare.com, soon to be a separate 501(c)(3) corporation), to collect, sanitize and distribute gently used beauty and hygiene products to ten local shelters. “It has really created a sense of community,” Farley says. “It’s pretty amazing. It’s the most rewarding thing I’ve ever done.” She predicts Project Beauty Share will grow from its Spokane birthplace to become a national model for sharing what so many people take for granted.

A face of lesser means, Farley believes, can be pretty, too. “I tell my employees every customer that comes in this door is gold. I don’t care whether they look like a homeless person, you treat them right. That’s business excellence.”

Staying true to principlesRecent collapses in the financial

world have people across the country asking where to put their money and their trust. The answer could be right here in Spokane, in a business with both “trust” and “bank” in its name – 108-year-old Washington Trust Bank.

“As the largest privately-owned bank in the Northwest, we are able to base decisions and policies on what’s happening right here - not in distant locales,” says Pete Stanton, chairman and CEO. “Because we’re independent, we can set our sights on long-term goals rather than quarterly

Julie Farley, owner of The Make-Up Studio, standing in her downtown studio.



results and make our decisions based on what is best for our customers and our employees.”

Where people keep their money and how much they have is a very personal thing. “We’ve worked hard to earn the trust that our customers have in us, and it’s a testament to our long history and solid reputation that we’ve been able to maintain that confidence through the years,” says Stanton of the bank. “We’re now a fourth generation business, and we have a record of strong, conservative leadership that values the needs of our customers and does everything it takes to meet those needs.”

Around the corner and around the globe

Most retail businesses are not unique in what they offer on the table, on the shelf or on the floor. What is unique to every business is how they sell it–in other words, the show.

Mark Blumhagen was the youngest carnival owner/operator in the country when he established Family Fun Shows in Spokane back in 1971(at the age of 15). He learned early and quickly–on his own time, with his own money–what works and what doesn’t.

Perseverance is the key to business success, says Blumhagen. “Somebody told me a long time ago, ‘stick, stay and make it pay.’ I was in business eight years or so before it really started to pay off the way I thought it should. Most people get filtered out before that,” he says.

Walking among the carnival rides

at the Spokane Interstate Fair this year, Blumhagen pointed to several rides that he either invented or improved–including the first ride he ever designed, the Cyclone, of which more than a hundred copies now exist in carnivals across the country.

“I can’t walk in a carnival or amusement park today without seeing some little mechanical improvement or some little thing that I’ve had a hand in doing somewhere,” Blumhagen says.

Now retired from the carnival business, Blumhagen offers “imagination for rent” as a branding and creative consultant. “Most ad campaigns are either plop plop or fizz fizz,” Blumhagen kids, quoting the old Alka Seltzer® commercial that doubled

sales for the company back in the 1950s. “I want to be the one to find the other tablet.”

Still a prolific inventor, Blumhagen is currently writing a children’s book and seeking to patent a line of children’s drink cups, a residential fencing system and novelty neckties, all soon to be credited as “Made in Spokane.”

Blumhagen says the key to selling something is focusing not on what the company has but what the customer wants. “They want the ooh, aah factor, not the utility.” Blumhagen says. Too many businesses, he says, get it wrong. “I could live very comfortably on the money most businesses miss or step over.” Drawing from

his experience creating rides and shows, Blumhagen advises, “sell the experience; package the dream.”

If I can make it there, I’ll make it anywhere

Frank Sinatra once sang of New York City, “If I can make it there, I’ll make it anywhere.” Frank had it easy. If you sell something for $100 to just 1 percent of New York’s population, you’ll gross $8 million. It’s more difficult to sell something from Spokane, like a radio network – more difficult, not impossible.

The Spokane-based American Christian Radio Network owns and feeds programming to its six stations 24-hours a day: KTRW-AM 630 and KSPO-FM 106.5 (Spokane), KGDN-

FM 101.3 (Tri-Cities, Walla Walla, NE Oregon), KTBI-AM 810 (Wenatchee, Moses Lake), KTAC-FM 93.9 (Moses Lake), KYAK-AM 930 (Yakima). All together, the ACN stations serve an audience of more than 2 million people–a market the size of Houston, Texas.

The idea of a regional radio network came early to ACN owner, Tom Read, who first experimented with the idea in his home town of Tacoma, Wash., in the early 1970s – offering radio signals down cable television wires to homes in eastern Washington. When Spokane wanted a regional network for Expo74, it was Read who was asked to put it together. The opening ceremony of the fair, that year, was the largest regional

Washington Trust Bank is the oldest and largest private-owned commercial bank in the Pacific Northwest. Jack Heath, president and COO, and Peter F. Stanton, chairman and CEO (L-R).

Mark Blumhagen holds a hand drawn rendering of the history of the Lusse Auto Skooter bumper car in his Spokane workshop.


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There are five Rocket locations in or near downtown Spokane, the Garland District, on the north side across from Mead High School and the Rocket Market on the South Hill located at 726 E. 43rd Street.

They recently moved their main offices and production warehouse to a new facility in the Spokane Valley at 4124 N. Burns. Jeff says they intend to ultimately open a retail store in the front of that location.

Spokane is big enough and small enough

Perhaps Spokane’s biggest asset as a regional business hub is that it’s big enough and small enough at the same time – big enough to offer the services and expertise to get things done and small enough that a phone call can make things happen.

“One of the things that our customers like best about banking with Washington Trust is that we’re just the right size for them,” says Stanton. “We have third-generation business owners whose grandfathers banked with my grandfather and are still banking with us today. It’s customers like this that show us what we’re doing works.”

Even when things are going well, take time to evaluate your business and look for areas to improve. “Ad man Roy Williams once said it’s hard to read the label from the inside of the bottle,” Blumhagen relates. “You’re too close to the product. Don’t spend all your time under the hood or over the grill. Take a step back and look at the big picture occasionally. Get back and look at where you want to go, what you want to do.”

To be part of a neighborhood, says the Rocket’s Jeff Postlewait, you have be aware and involved in what’s important to the neighborhood. Whether it’s a

simulcast in northwest history. (Read was the communications director for Expo74, also the official voice for the fair. Even if you’ve never seen him before, you’ve likely heard his baritone voice).

It was shortly after Expo74 that Read remembers being asked to join a conversation about bringing Christian radio to eastern Washington. When, at the same time, a station in Wenatchee became available, he thought “maybe the good Lord is trying to tell me something. Maybe I should stop and listen.” After prayer and discussion with his wife, Melinda (a former Mrs. Washington), he says, he acquired the first station in his network.

Today, ACN produces and airs more hours of local programming than all other stations in its markets combined. Local and regional producers, who understand local issues, host many of the programs. ACN was among the first radio signals in the nation to stream its audio on the web as a launch partner with RealAudio. Now, listeners with an Internet connection can tune in to Spokane anytime, anywhere.

Promoted on the air as “meaningful talk” (also featuring old time radio on KTRW-AM - The Fabulous 630) Read says the best part of his business is personally answering the mail.

“Unlike music stations, what we do is meaningful in a person’s life,” Read explains. “I get some of the most wonderful letters from people who say this is such a big part of their lives. When I get one of those letters, written from the heart, then I really say ‘wow,’ that makes it all worthwhile.”

Read cautions business owners to stick to what they know and don’t grow too fast, too soon. The Postlewait’s agree with that advice. Julia says that being in the neighborhoods and filling a niche for residents is a formula that works for them and is important to the culture of the company. “We’ll continue to look for neighborhood locations because it’s worked really well for us so far. We like being that certain place where people come and it’s familiar, comfortable and reliable.”

It’s been one opportunity after another for the bakery side of the Rocket equation and other endeavors, including entry into the wine business. Selling wine at the Rocket Market and the First and Cedar bakery location led to a new partnership that evolved into Bottles (www.bottles6.com), a wine and beverage store just to the north of the Millwood location at 3319 N. Argonne. “We decided to fill another ‘Valley void’ by opening a neighborhood wine shop,” Julia said. “It’s been a great success and learning about wines has been a lot of fun.”

neighborhood fair, school or church event or working on a project within the neighborhood, the Postlewaits and their business partners want to be a part of it. “Our business,” says Julia, “is our lifestyle. We love engaging with our customers and helping them success too.”

According to the Postlewaits, the secret to their success is being a good neighbor. “We want to do something cool and different for Spokane. We pride ourselves on being really great to our customers and we want to support the neighborhoods where we have our businesses. We love Spokane. Our customers have been great to us and in turn, we want to be great right back.”

As a visible member of the community, and the only local owner of a radio station, Tom Read says being here makes a difference. “The nice thing about local ownership is that decisions can be made on the spot. We know our customers and we know what’s happening in town because we live here, we drive by this or that and we do business in the community.”

Spokane may never be an international fashion plate, but maybe that’s for the better. As larger cities seem to be imploding from excess in fatter times, Spokane is holding its own now that things are lean. Maybe it’s good to buy and hold a little Inland Northwest conservatism.

Tom McArthur is a Spokane-based writer who recently authored “In Tune with America – Our History in Song” (Marquette Books) with former U.S. Representative George Nethercutt. Susan Joseph Nielsen is the editor of Inland Business Catalyst magazine. IBC

Tom Read in the control room of KTWR FM in Tacoma at his first owned radio station, (at age 20), getting ready to put a reel-to-reel tape on the playback machine for airing.

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MovherEmail: [email protected]: www.movher.com

3427 W. Northwest Blvd., Unit ASpokane, WA 99205Cell: 509.954.4777

Phone: 509.474.0619 or 509.523.3825

A more personalized approach to moving

TAKING SOME OF THE PAIN OUT OF MOVINGA more personalized approach to moving

YYYOU’RE MOVING. YOU’RE OVERWHELMED with decisions and details. And, just when you’re at your weakest, here come the movers. People, usually men you’ve never seen before, walking right into your home and handling your possessions.

It is a common situation that can, especially to women, feel vaguely threatening.

In 2010 when Sabrina Jones fi rst came up with the concept for a new business she considered the idea that, to women, moving might bring its own set of diffi culties.

“Women can feel vulnerable,” Jones says. “Especially during a move.” So, with that in mind, she created Movher. A business owned by a woman and aimed at the lucrative female homeowner market.

It looks like she was on to something.So far, after close to 40 moves, Jones

estimates the majority of her customers have been women.

“Some are facing job changes or are going through a divorce or the death of a spouse,” she says. “Some are moving out of homes and into assisted living facilities. Some are just moving from one place to another.”

Jones can relate. She’s been there. “As a single mom with two teenagers, it has

helped me show my kids that they can be anyone they want to

be,” Jones says. “Not to box themselves in, not to forget that they have options and can do anything they put their minds and hearts to; anything they are passionate about.”

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full time as a marketing specialist at Gonzaga University, she also runs a booming start-up. But, the secret to her success is that one helps the other. She can tap into a steady source of good talent.

“I hire Gonzaga students,” she says. “It gives them a job, and a way to do some community service. And, it gives me strong, dependable labor.” At rates of $12 to $18 per hour, depending on services, Jones pays well.

Unlike other moving services which often hire unknown workers on a day laborer basis, Jones gets to know the students working for her. And, she says, the fact that she has regular help alleviates the concern or anxiety her clients might feel. Occasionally, she utilizes an all-woman moving team.

“I’ve employed up to 12 mostly-GU students, and typically use two to three on each move, obviously depending on the scope of the move,” she says. “My best and most reliable movers are twin brothers who are senior engineering students at GU. � ey are incredible in so many ways and I am so thankful for them.”

She’s not just moving women. Jones says she’s fi elding more calls from businesses and other individuals. Her moves have encompassed homes, condos and businesses.

“I think Movher appeals to anyone who wants a good price, dependable movers and some reassurance that the people in their home are trustworthy and will do a good job,” she says. “I can provide all that.”

Ultimately, Jones would love to see Movher take off and grow. Franchising–creating new women-owned businesses–is an option she’d like to explore.

“Movher exhausts me physically and emotionally, but in such an incredibly rewarding way,” she says. “It seems that it has always been my calling, just waiting for me to fi gure it out and act upon it.”

Cheryl-Anne Millsap is a freelance writer living in Spokane. Her essays can be heard on Spokane Public Radio and on public radio stations across the country. She is the author of “Home Planet: A Life in Four Seasons” and can be reached at [email protected].

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transition or sale. Without proper planning valuable time and resources may be wasted. Some say the difference between school and life is that in school you get the lesson then you get the test. In life you get the test first, and then you get your lesson. The bottom line is that you need to get help from a professional who is an expert in business professional who is an expert in business transition and sales or purchases, who is competent, effective and trustworthy.

The first phase is to assess your business and the best sale or exit strategies to pursue. There are several ways to turn a business into money. An important first step is to get a handle, and agreement, on the value of the company. There is a lot of salesmanship and hype that throws cold water on traditional valuation methods that measure the value, on future performance based on past performance. I have experienced a number of business sales where the companies are sold well above the traditional valuation range. Whether you are the buyer or seller the goal is to get a better deal than the traditional range. So the job is to find the compelling reasons that support your offer.

The truth is that the great majority of sales are in the range of traditional valuations because the buyers are intellectually and emotionally locked into that thought process. If the seller only wants a cash sale, then buyers are often restricted by what a bank would support. Banks are somewhat limited to that traditional value and very often control a buyer’s ability to act.

The second phase of the process is to implement the strategy you determined was the best solution. This means putting the plan into action. Experience, knowing other specialists who can help and having time

not tied to the operation of the business can be crucial to getting this part accomplished. Sellers and buyers need to try to stay objective. Often this step includes marketing the business to a group of strategic buyers. Sometimes there is a target buyer already identified or the company has been approached by a buyer.

The last stage is to close the transaction. If you are working your way through perceived obstacles to close the deal, developing quick alternatives to the initial plan can be an important part of helping the buyer and seller work through what might seem to be impossible barriers. In this phase, skill and experience count because the deal could easily fall apart.

In the end, someone retires or cashes out to move on to a new venture and someone new takes the reins for an exciting new adventure.

Paul Fruci is president of Fruci and Associates PS, a local CPA firm. He has spent his professional life counseling businesses and individuals about taxes and other financial issues. The firm is aggressively focusing on business sales and purchases. To learn more about a different approach to selling your business check out www.corporateadvisory-group.comwww.corporateadvisory-group.com

BUSINESS & LIFE

By Paul Fruci

WWE’VE HEARD THAT 65 IS THE NEW 55.WWE’VE HEARD THAT 65 IS THE NEW 55.WYet many business owners are ready and WYet many business owners are ready and Wwilling to sell their business and retire. This Wwilling to sell their business and retire. This WWis an interesting, yetWchallenging time to be Wchallenging time to be Whelping business owners retire.Whelping business owners retire.WThe Exit Planning Institute has projected WThe Exit Planning Institute has projected Wthat over the next 12-15 years more than 8 million privately-held US companies will million privately-held US companies will be sold. This equates to a tidal wave of “for sale” companies flooding the market place, primarily due to baby boomers seeking retirement.

As the number of businesses available has increased, the number of potential buyers has decreased. Some say that “owning a business is where you work 16 hours a day for yourself to avoid working 8 hours a day for some one else.” There is now a smaller percentage of people with the skills to take over these businesses who are attracted to the demands of owning a business. This is due in part to a culture of embracing work/life balance as well as the recession lowering the tolerance for risk. Furthermore, the banking system has closed the flow of capital used to facilitate a change in ownership for businesses. The dynamics in play cause experts to question traditional answers.

Culturally, many bright business owners think that they can Google their way through the complexities of business ownership. The learning process of how to run a business comes from assimilating like experiences in many areas over and over. This approach establishes an operating model that results in success more often than failure.

Retiring and getting the most value out of your business usually only happens once in each owner’s lifetime. There are three necessary phases to completing a business

Exit Your Business to Fund your Retirement


BBEFORE YOU HEAD OUT TO PURCHASE GIFTS OR NECESSARY ITEMS, THINK AHEAD. BBEFORE YOU HEAD OUT TO PURCHASE GIFTS OR NECESSARY ITEMS, THINK AHEAD. BOver the last nine months complaints handled by the Better Business Bureau (BBB) show BOver the last nine months complaints handled by the Better Business Bureau (BBB) show Ba clear trend, so start your buying season with a plan to avoid creating anymore unhappy Ba clear trend, so start your buying season with a plan to avoid creating anymore unhappy BBcustomers.B#1 Sales Issues top the reasons for complaintsThis clearly indicates that something went wrong in the sales stage of the transaction.

Over promised dates, services or features can set your client up for disappointment. Tell your customer the truth, not what you think will close the deal. If you are misleading in your advertising or your sales presentation, you have just sabotaged your relationship with that customer.

#2 Repair ProblemsThings happen, stuff breaks and follow up is necessary. Your second interaction with that

customer is your next chance to create a client for life or lose one for life. If they are unhappy with your responsiveness after the sale that is the only thing they remember. No matter how well the buying experience was, if you fail to satisfy when a problem comes up, you can count on that client not coming back and of course telling anyone who will listen just how lousy you and your company are.

#3 & #4 Delivery and product (distant from #1 and #2)Furniture stores were in the top five industries for complaints and primarily it was

problems in the area of delivery. Anyone who has ever had to wait for a delivery or service person knows just how frustrating it can be to have the office tell you they will arrive between 8 a.m. and noon, only to have them not show up at all. Then toss in the furniture delivery people scratching the products and making holes in your walls, and you have complaints.

There are two schools of thought on customer complaints-one that says customers are getting pickier all the time and are often just unreasonable. The other says that service has been so dumbed down that even mediocre service feels outstanding these days. From my perspective, neither line of thinking is correct. I do know that a tight economy equals fewer employees to help customers, to respond to problems or in some cases to simply answer the phone. It also means that buyers are picker and do a whole lot more research before they buy. That is why the BBBs across the U.S. delivered more than 14 million business ratings in 2009. And this year will break all previous records.

Take a look at what customers see when they research you, go to www.BBB.org and check your business rating. Just know your customers are looking and listening. Start with trust and create a lifelong client.

Jan Quintrall is president/CEO for the Better Business Bureau serving eastern Washington, north Idaho and Montana. For more information about the BBB visit www.spokanebbb.org.

What people

are complaining

about in the Inland Northwest

By Jan Quintrall

A

WHAT WORKS FOR ME


Establishing a nicheI worked for many years in

the nonprofit and public sector, developing and running health care systems for American Indian populations in both urban and rural settings. When my husband took a job in Washington, D.C., I was approached by several nonprofit clinics and tribes to do policy analysis and government relations work for them. I worked as an independent consultant for a bit before I incorporated KAI in 1990. When we left the D.C. area and moved back to the Northwest, we lived on the Nez Perce Reservation for a few years and finally settled in Spokane in 2000.

Spokane as a headquarter location My business could be located

anywhere in the U.S., but Spokane has proven ideal because of its proximity to many western states and Indian tribes. The majority of our clients are located in the Washington, D.C. area, but our work spans across the U.S. and often targets tribal communities. Spokane is a great community that is just the right size. We have top-notch universities to draw from and easy access to vendors, venues and air travel.

Making it count by doing work that mattersBy Jo Ann Kauffman, Kauffman & Associates, Inc.

“Each person is called to do certain work in this world.”

Human capital makes all the difference

We’ve been able to grow KAI fairly quickly because we have superb professionals who manage many projects allowing us to expand into conference management, communications and research. Most of our need for staff expansion (now at 90 employees between Spokane, Silver Springs, Maryland and

AS THE PRESIDENT AND FOUNDER OF KAUFFMAN & ASSOCIATES, INC., JO ANNAAS THE PRESIDENT AND FOUNDER OF KAUFFMAN & ASSOCIATES, INC., JO ANNAKauffman is a successful businesswoman, mentor, and collaborator who likes AKauffman is a successful businesswoman, mentor, and collaborator who likes Ato hear different perspectives and ideas and stay engaged with her employees Ato hear different perspectives and ideas and stay engaged with her employees Aand clients. She enjoys having talented, intelligent self-starters on her team Aand clients. She enjoys having talented, intelligent self-starters on her team Ato help her identify opportunities, risks and solutions. She is also an active Ato help her identify opportunities, risks and solutions. She is also an active Amember of the Nez Perce tribe and works closely with tribal communities Amember of the Nez Perce tribe and works closely with tribal communities Aacross the U.S. KAI is a Native American woman owned firm with a special niche in American Indian affairs and health policy with more than 40 different contracts covering research, evaluation, event planning, communications, grants and management support for numerous federal agencies in the areas of health, education, justice and emergency preparedness. www.kauffmaninc.com.


independent consultants across the U.S.) is due to existing clients who desire additional services beyond the scope of our initial engagement. We are always looking for people who share our passion for doing work that matters, who are excellent communicators, highly collaborative, value diversity and will embrace a challenge.

Proven excellence recognizedEarlier this year, KAI was

inducted into the Initiative for a Competitive Inner City (ICIC) Hall of Fame sponsored by Bloomberg BusinessWeek and the Inner City 100 in Boston, Mass. To get into the ICIC Hall of Fame, a business has to rank among the top 100 fastest growing inner city companies for five consecutive years. KAI was also recognized by the Puget Sound Business Journal as one of the fastest growing companies in the state. The KAI team makes all this recognition possible.

Inspiration through passionI draw inspiration and strength

from the belief that what KAI is doing matters. Initiatives such as youth suicide prevention training, promoting excellence in education, expanding access to health care and addressing violence against women really matter.

I am a member of the International Indigenous Council, which is planning the “Healing Our Spirit Worldwide” international conference to address substance abuse prevention among indigenous populations around the globe. The conference will be held in Australia in 2014, and I am thrilled to be involved and share some of what KAI has been able to accomplish with an international indigenous audience.

Each person is called to do certain work in this world. I am passionate about my work, so this must be the work I was called to do. Quality Janitorial Service Licensed, Insured, Bonded and Honest

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Business Innovation Leadership BUSINESS - Movher · by Bozzi Media. 104 S. Freya St., Suite #209,...

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