Customer Speaks—LISTEN UP
“Complaints communicate important needs.”
BY DENNIS O'NEILL
Why do the Japanese call complaints “Golden Nuggets”? Complaints take energy and courage. Complaints communicate important needs. more...
Networking Can Save Your Life
BY GEORGE TOROK
Networking is often touted as a powerful career or business development tool. But, have you ever thought about networking as a necessary skill to save lives? more...
Emotions Cue Sales: Coke vs. Pepsi
BY JOHN YOUNG
Remember the last time you came home from the mall will some purchase that fell under the “seemed like a good idea at the time” category? It appears our subconscious plays a much larger role than was ever imagined when it comes to buying decisions. more...
Niagara Region Outlook April 2008
BY ROBIN EAGLESHAM
Just last week as I returned to work at lunchtime, I passed a large tree with six hulking and hunched over figures appearing like harbingers of doom. Staring at these turkey vultures I couldn’t help but think “Who died?” more...
A History Of Technology
Initiatives Group Ltd.
BY ADAM SHIELDS
In the spring of 1995, Larry Hildebrandt (then co-owner of a Niagara based automation company) discovered the Federal Government’s Scientific Research & Experimental Development tax credit program. more...
Workplace Wellness
BY DR. NANCE MACLEOD
Ijust returned from the Healthy Workplace Conference held in Niagara-on-the-Lake this spring, kudos to Vera Asanin who organized an excellent, well-rounded, conference. more...
Draftcon Calamar Announces Name Change
To Calamar
PRESS RELEASE
Niagara-on-the---Lake-–Draftcon Calamar Vice President and General Manager, Gary Ulias, announced today that Draftcon Calamar will be changing its corporate name to Calamar, effective immediately. more...
When Product Is Ready To Be Manufactured, Carbohydrate Valley In Port Colborne Is The Place To Be
PRESS RELEASE
Port Colborne, Ontario—With new international biotechnology and food ingredient firms joining long-established companies such as ADM Milling, Goderich Elevators and Pinty’s Delicious Foods, Port Colborne’s Carbohydrate Valley continues to establish itself as North America’s prime location for bio-based processing operations. more...
Building Niagara’s Southern Economic Corridor
BY KITHIO MWANZIA
Building transportation links between Niagara’s communities and into the United States is one of the most important infrastructure developments that will have a tremendous impact on Niagara’s future prosperity. more...
Customer Speaks—LISTEN UP
“Complaints communicate important needs.”
BY DENNIS O'NEILL
Why do the Japanese call complaints “Golden Nuggets”? Complaints take energy and courage. Complaints communicate important needs.
Case in point
Some years back I worked in Radio….managing stations in different cities across the country. I had the joy of living 5 years in Halifax, a city I loved. On one occasion phone calls and letters started to come in to the radio station. Listeners said they had trouble with our signal. I went to our technical experts who ‘checked it out’. They said “We have no problem with our signal”.
Still some listeners complained about having trouble getting us. This went on for a month. The technical people said “there was no problem at our end”. That is not the same as saying “we can’t find a problem”. Who do you believe?...the listeners or the technical experts?
One day coming in to work, I brought my second car. On our station, I could hear a high pitched whistle. I told the technical department. They were picking the signal up just fine on their radio in the engineering shop. I asked the engineer to hop in my car. His first thought was there must be something wrong with my radio. I said not so because the other stations were coming in fine.
Back at the station, the engineers went through complete testing this time. The listeners were right. The problem was that our transmitter had drifted off frequency. On the radio in the engineering shop, the dial was the old knob type tuner. With the knob tuner they could tune the station in even if it was off-frequency. In my car the radio had a digital tuner. So with the station transmitting slightly off the correct frequency and the radio tuned in on the exact assigned frequency, it gave off a high pitch whistle. The problem was ours.
Bottom line. Pay attention to the customer.
Dennis O’Neill, the business growth coach is located in Niagara-on-the-lake. For more information on how to grow your business call 905-641-8777 or visit www.dennisoneillcoach.com
Networking Can Save Your Life
“Follow this example of how simple networking got the answers faster and helped us move easier through the medical system.”
BY GEORGE TOROK
Networking is often touted as a powerful career or business development tool. But, have you ever thought about networking as a necessary skill to save lives? Can networking save your life—or the life of someone you love?
Oh Yes! Follow this example of how simple networking got the answers faster and helped us move easier through the medical system.
My father was diagnosed with prostate cancer. His doctor missed the early signs of cancer and then was slow in reacting. My father was frustrated by the obstacles that the doctor and the system seemed to deliberately put in his way. They didn’t seem like they were there to help. My father found it extremely frustrating. He also got mad about it. He certainly was scared by the cancer. My father started tapping his network and he asked me for help.
I mentioned my concern about the prostate cancer to a long time colleague. She had relatives who worked in medicine. She made some calls and a few days later gave me the name of a surgeon who was considered to be one of the best in this field.
At the same time my father explored one of his networks—his fitness club. He learned that one of the regulars was a retired physician who had survived prostate cancer. Although this physician was not directly within my father’s established network he was only once removed. My father was introduced to the physician and explained his dilemma and urgency. The retired physician gave my father the name of the surgeon who operated on him—and added that he considered this surgeon to be the best.
The same surgeon’s name came up twice from two separate networking relationships. That made the decision easy on who to choose. Also, my father’s referral to this top surgeon was made easier because of the introduction from the retired physician. You see, the top surgeon felt a special bond to the retired physician because the retired doctor was the one who had delivered this surgeon into this world.
The bottom line—my father was able to arrange for a referral and quick surgery and has survived the cancer. If my father had endured the “normal” channels it is questionable that he would be alive today. There is no question that networking saved the day and in particular, my father.
The networking lesson for you—you never know who you will need in your network till you need them. And it isn’t just about who do you know. It is sometimes “who do you know who knows?” For that reason, build your networks before you need them. Never stop networking. It just might help you live longer.
©George Torok is co-author of the bestseller, “Secrets of Power Marketing: Promote Brand You”. He is author of the ebook, “Your Guide to Networking Success”. To order your copy of this networking guide or to learn more visit www.NetworkingExposed.com. To receive your free copy of “50 Power Marketing Ideas” visit www.PowerMarketing.ca.
Emotions Cue Sales: Coke vs. Pepsi
BY JOHN YOUNG
Remember the last time you came home from the mall will some purchase that fell under the “seemed like a good idea at the time” category? It appears our subconscious plays a much larger role than was ever imagined when it comes to buying decisions.
As many of you in the sales industry should already know, almost always price is not the stumbling block in most transactions. It can be argued that it is the emotional side of the equation that really comes into play when transactions take place. In particular when these transactions are large purchases requiring substantial risk. Recent studies show that it is emotional triggers such as greed, guilt, hope, urgency, love and the risk of rejection (ouch) that are far more powerful than logic or rational.
Truth is that most people really like to belong and or fit in. Our culture has beckoned, no, compelled or driven us to be part of the “cool” set. (Remember platform shoes?) In fact it is this compelling desire to belong that drives many of our buying decisions. Let me demonstrate;
In a recent neuroeconomics study carried out at Baylor University’s Human Neuroimaging Lab, Professor Read Montague involved subjects in the ultimate Pepsi Challenge. Montague wired his subjects to instruments that would measure brainwaves (what’s really going on in the brain) and then gave them the Pepsi Challenge.
Now as you’ve all witnessed in the blindfold test, it has been Pepsi that most soda (pop) drinkers prefer taste-wise. We’ve seen it over and over, time and again that when it comes to taste Pepsi appears to have it hands down over Coke. But here is where branding becomes most relevant. Coke has done such an emotionally powerful job of marketing and branding that most consumers want to be seen as Coke drinkers (cause its “cool” and we want to fit in) rather than the much publicized “Pepsi Generation”.
I know you diehard Diet Pepsi or regular Pepsi drinkers may wish to argue the theory but without doubt Coke has cornered the soda market globally. Why? Because emotionally it becomes important to our sense of whom we are to see ourselves as Coke drinkers. (We teach the world to sing in harmony.) It is the very reason why some folks choose Mercedes or BMW over North American cars. They wish to be seen as having good taste, being cool or affluent; belonging to an exclusive club or group. It is the emotional drive of self perception, our fear of rejection and how we will be perceived by others. Whoa, emotion.
Gerald Zaltman, a researcher at Harvard University, has revealed that 95% of consumer decision making is done subconsciously at some emotional level. The process begins in the rational prefrontal cortex, but is often powerfully over-ridden by an area called the interior insula that responds to strong emotional stimuli (nearly always overwhelming the rational part of the brain).
These guys could analyze a ham sandwich and tell you what the pig ate for breakfast.
Now you’d assume that when the stakes are high as in major capital improvement decisions, most companies would circumvent the emotional aspect with logic and rational would take over.
Not true friend.
The emerging research tells us that the bigger the risk, the more emotions play a role in the decision. Remember emotions like, greed, pride, hope are powerful buying triggers.
As sales professionals then, it is your job to find the red-hot triggers that will ignite these neurological responses and tip the buyer toward the sale. Oh, by the way; your product or service had better have some perceived value as well.
John Young is President of Niagara–based JCY associates; he gives seminars and workshops, and conducts training programs on selling, marketing and advertising. He can be reached at 905-991-1756 or e–mail to john@getjohnyoung.com
Niagara Region Outlook April 2008
The Vultures of Spring
BY ROBIN EAGLESHAM
Just last week as I returned to work at lunchtime, I passed a large tree with six hulking and hunched over figures appearing like harbingers of doom. Staring at these turkey vultures I couldn’t help but think “Who died?” I even had a passing thought that perhaps it was me. Despite the large numbers of vultures soaring on the air currents along the Niagara Escarpment this spring, it is safe to say Niagara’s economy is not dying; the vultures are just here to clean up the road kill. But we will continue to face challenges from sectors dependent on the U.S. market. Even the Chairman of the US Federal Reserve Bank, who has to meticulously edit every word coming out of his mouth, concedes that the U.S. economy is facing negative growth in the first half of 2008. That is just the Fed’s way of saying the U.S. is in a recession.
In a recent speech, Senior Deputy Governor of the Bank of Canada, Paul Jenkins, identified three key challenges facing the global economy; the slowdown of the U.S. economy with the associated financial market turbulence, global trade imbalances, and competition from emerging market countries. It is the effect of these factors on economic growth for Canada and Ontario that most concerns the Bank in 2008. Although some of these global imbalances are creating high demand for many Canadian commodities, the problems in the US economy are reducing prospects for manufactured goods and creating volatility in financial markets.
The rate of growth in employment at the national level cooled off in March as only a net of 15,000 new part time positions were created. The national unemployment rate jumped up to 6% as new entrants to the job market exceeded the new jobs generated. Ontario had zero growth in employment and the provincial average unemployment rate jumped from 6.1% to 6.4%. Niagara’s year over year job growth of 5.4% significantly outpaced both the national and provincial growth rates of 1.9% and 1.8% respectively.
CMHC reported that housing starts in Niagara were down 4% from the same month last year but that housing starts for the first quarter of 2008 are running 43% higher than the same period in 2007. Single family home starts were down by 9%...a familiar trend across Ontario as new single family homes become less affordable. The growth was in multiple family dwellings (town homes, rowhouses and apartments) which more than doubled over last year to date at 143 units with a condominium apartment in Welland accounting for 72 units.
Statistics Canada reported that non-residential building permits were down overall in March, especially in Ontario. Although Niagara’s permit volume was down in March by over 46% compared to 2007, the year to date increase in building permits is running at over 19%, well above the provincial average of nearly 7%.
The sector of the local economy that remains most at risk in this down cycle is the auto sector. U.S. auto sales are still falling under the weight of weak consumer confidence, tougher lending standards and high gasoline prices. The estimates for annual auto and truck sales for the U.S. in 2008 vary from just below 15 million to as high as 15.5 million which is well below the longer term average of 17 million units per year.
Those same factors of high gasoline prices and a decline in American consumer spending are not a combination that will do anything to help the 2008 tourism season in Niagara. Yet despite the declining trend in American visitors there is anecdotal evidence that local hotel operators are not intimidated and some are planning on expanding capacity this year. In province travel has been rising and there are also increases in overseas visitors. The further postponement of stricter visitor identification requirements for U.S. citizens has also helped.
So with our major trade partners suffering a recession we still have to remain very cautious about 2008. But so far Niagara is coping well.
Robin Eaglesham, CFA, BA Honours Economics, MBA is Treasury Manager for Meridian Credit Union. Call 1-866-592-2226 with questions or comments. Copyright Meridian Credit Union 2008.
Disclaimer: This forecast is Meridian Credit Union’s best estimate of the direction of the economy. Information has been obtained from sources we consider reliable. Obviously, with any forecast, there is no guarantee that the forecasts will prove accurate as the underlying financial markets that drive rates can be very volatile.
Initiatives Group Ltd.
BY ADAM SHIELDS
In the spring of 1995, Larry Hildebrandt (then co-owner of a Niagara based automation company) discovered the Federal Government’s Scientific Research & Experimental Development tax credit program. At the time, Larry had never heard of the program that allows Canadian companies to claim back eligible expenses that are incurred in developing (in the automation company’s situation) new projects or processes. As he had already paid for the eligible expenses that qualified, he took a shot and approx. 10 months later, after an on-site visit by a CRA reviewer, received the first Government cheque for the previous year’s work.
After that first cheque, the rest is history as they say. Within 4 years of claiming, Larry sold his portion of the automation company to his partner and started introducing the program to similar companies.
Educating himself more in depth on the Scientific Research & Experimental Development program, it soon became apparent to him that the program works for many different types of companies, not just Automation and Tool & Die companies. All Manufacturers, both large and small, Greenhouse Growers/Operators, Fruit and Vegetable Growers, Wineries and Vineyard operations, Microbreweries as well as Pharmaceutical and Software Development companies, all normally qualify in some way or another. Realizing this Larry decided to take a new direction and formed Technology Initiatives Group; a company dedicated to assisting businesses in a wide variety of industries.
“When you know there’s a bigger opportunity and you can ultimately help more companies by branching out, you have to try.” Try he did and now Technology Initiatives Group Ltd. has grown to a staff of 14; 9 technical writers and 5 administrative staff.
“With our team of experienced technical writers and their diverse technical backgrounds, we are able to manage the claims of any type of industry; automation, tool & die, wineries and vineyards, greenhouse operators, breweries, software developers and manufacturers of all products and sizes.”
Based out of St. Catharines, Technology Initiatives Group has clients all over Southern and Central Ontario as well as a growing number on the East Coast of Canada.
“We are not an accounting firm; we strictly write technical narratives describing the eligible SR&ED activities. We work alongside a company’s accounting firm, providing them with the information they require to produce the proper tax schedules which are incorporated into the claim. Under our business model everyone works together as one team and it has proven itself in the level of success we continually achieve year after year.”
To learn more about Technology Initiatives Group and the SR&ED program, visit www.technology-tax-credits.com or contact them directly at 905-935-0746.
“…many companies are including education and programs in Quantum Physics, nutrition, motivation…”
BY DR. NANCE MACLEOD
Ijust returned from the Healthy Workplace Conference held in Niagara-on-the-Lake this spring, kudos to Vera Asanin who organized an excellent, well-rounded, conference. Ms. Asanin introduced some interesting principles that most corporations may consider “out of the box.” However, I find them quite normal as I have seen them work for me and my corporate clients over the years.
A few years ago I wrote an article about spiritually in the workplace and how it needed to be expanded into other areas, rather than just introducing yoga and meditation programs to employees. Now many companies are including educational and programs such as Quantum Physics, nutrition, motivation, universal laws, energy in water, and more. All of these subjects were touched on at our Healthy Workplace Conference.
The conference began with an amazing belly dancer who danced with as many as 6 hula hoops. Showing us the innovation of how one simple idea can have many different uses; then Toni Newman inspired us to be different not necessary better. She believes being better does not cut it anymore. The world is changing and we are getting better at doing the same thing instead of being innovative and doing things strategically different.
A competitive advantage no longer is important; it is the innovational advantage that will increase your profits in your business. Brainstorming and empowering your employees to out-think your competition will guarantee increased productivity and profits.
Breakout sessions included various topics such as how top employers keep their staff, getting organizationed presenteeism and absenteeism —all the way to consciousness in a company.
At lunch we heard from the Honourable Steven Mahoney, chair of the Workplace Safety and Insurance Board. He shared some startling facts with us: There are 360,000 claims a year, and two fatalities every week at the workplace. Ten percent of these fatalities are under 24 years old. Just imagine how this would affect your staff, their families and your business?
The conference ended with Dr. Masaru Emoto speaking about water and how water retains memory, energy and can create happiness, love and creation in the life of employees and corporations. Dr Masaru Emoto has studied water for many years and his books include (Hidden Messages in the Water) and (Messages in the Water). It was an exciting end to a powerful conference.
Dr. Nance MacLeod is the owner of NOTL Natural Health Clinic. For more information please call 905-468-9041 or visit www.schoolofnewmedicine.com,
Draftcon Calamar Announces Name Change
To Calamar
“The Calamar brand represents an international organization with a focus on adding value to our clients through creative solutions.”
PRESS RELEASE
Niagara-on-the-Lake: Draftcon Calamar Vice President and General Manager, Gary Ulias, announced today that Draftcon Calamar will be changing its corporate name to Calamar, effective immediately.
“Calamar represents the future for our company”, said Ulias. “Changing our name will allow us to gain synergies with our U.S. partner, Calamar and promote our visibility and name recognition nationally, ultimately benefiting our clients and tenants. This integration will allow us to manage and market to a larger audience and create strength through shared resources and technologies. Additionally, this will align with our investment strategy to promote a vertically integrated real estate corporation that can deliver a wide range of services to our clients from site selection and finance to construction and property management. The Calamar brand represents an international organization with a focus on adding value to our clients through creative solutions. Now we are unified on a national platform of professionals and services offering the best in real estate services across North America”. Calamar will continue to focus on the Southern Ontario marketplace providing the latest innovation and quality to all its projects.
Along with the name change, Calamar moved its corporate headquarters to Stoney Creek on April 1, 2008. “This step was a strategic measure to streamline our advanced construction technologies to a broader market while still remaining in an area where we can effectively service clients from Niagara Falls to The Greater Toronto Area. We remain committed to The Compass Centre, our 23-acre Class A business park development in Niagara–on–the–Lake, just off the QEW at Glendale. This development includes Class A, low-cost leaseable space comprised of flex (multi–tenant), turnkey and build–to–suit facilities.
Calamar is a full service real estate organization comprised of four main operating groups; construction, development, property management and finance & investment. We specialize in site-cast concrete tilt–up construction as well as senior housing facilities. Calamar presently has offices in Hamilton, Toronto, Wheatfield, NY and Omaha, NE. Visit www.calamar.com.
When Product Is Ready To Be Manufactured,
Carbohydrate Valley In Port Colborne Is The Place To Be
PRESS RELEASE
Port Colborne, Ontario: With new international biotechnology and food ingredient firms joining long-established companies such as ADM Milling, Goderich Elevators and Pinty’s Delicious Foods, Port Colborne’s Carbohydrate Valley continues to establish itself as North America’s prime location for bio-based processing operations.
Canada’s best-kept secret, nestled along Lake Erie and the Welland Canal, is getting ready to grow north along Highway 140. Approximately 4,000 acres of development land extend along both sides of the community’s multi-modal corridor are designated by the Niagara Region as an economic development area.
North America’s ‘Carbohydrate Valley’ Located in Port Colborne, Ontario, Carbohydrate Valley is the prime location for international companies looking to invest and succeed in Canada’s bio-based economy.
According to Gord Surgeoner, President of Ontario Agrifood Technologies (OAFT), Port Colborne’s Carbohydrate Valley has an abundant agricultural supply, large volumes of clean water, and a multi-modal transportation network of water, rail, road and air, placing business at a competitive advantage.
Strategically located next to the United States, one of the largest economies in the world, Carbohydrate Valley gives bio-businesses easy access to more than 135 million consumers living within a day’s drive. This represents approximately 44 per cent of the U.S. population and 48 per cent of total U.S. income.
Other key features adding to the attractiveness of Carbohydrate Valley include Port Colborne’s strong history in manufacturing and processing industries, an experienced manufacturing workforce, and its close proximity to educational institutions specializing in the latest innovations in biotech research, said City of Port Colborne Mayor Vance Badawey. Port Colborne’s positive business climate and the value it places on lifestyle and leisure opportunities makes it a popular destination for tourists and an exceptional location for professionals and their families.
Proven Success
Many bio-businesses are tapping into the limitless potential of using biotechnology to generate new product for consumers, expressed Stephen Thompson, General Manager, Port Colborne Economic & Tourism Development Corporation. Alternative fuel sources, plastics, foods, textiles, pharmaceuticals, fertilizers and a host of other products make Carbohydrate Valley the preferred site for creating new applications and new opportunities in this burgeoning economy.
Just look to the success of two biotechnology firms located in Carbohydrate Valley.
Casco Inc. was among the first bioproduct firms to set up in Canada. CASCO produces an array of products categorized as starches, sweeteners, oil, and animal feed/meal. These are used in the manufacturing of food, pharmaceuticals, paper and animal feed.
Jungbunzlauer International of Switzerland, one of the world’s leading biotechnology/food ingredient manufacturers, chose to locate its North American operations in Port Colborne’s Carbohydrate Valley. This facility is one of the largest greenfield investments in the North American food industry in recent years. Jungbunzlauer produces citric acid used in the manufacturing of food, beverages, pharmaceuticals and cosmetics for export across North America.
Jungbunzlauer and CASCO have already established a strategic alliance and others in the biotechnology industry are looking for new ways to become part of this cluster of dynamic companies. Private-sector investment in this cluster over the past number of years continues to be key to its growth and success” said Gord Surgeoner.
Building upon the community’s strong commercial sector, Mayor Vance Badawey said Port Colborne is a perfect fit for bio-science and food-processing companies. Plans are already in the works for a 100-acre property, specific for food processing and cold storage. Growth in this sector will have clear synergies with business expansion and new investments.
Building Niagara’s Southern Economic Corridor
“The Peace Bridge expansion will be a significant development…”
BY KITHIO MWANZIA
Building transportation links between Niagara’s communities and into the United States is one of the most important infrastructure developments that will have a tremendous impact on Niagara’s future prosperity. The St. Catharines—Thorold Chamber of Commerce believes that the extension of the 406 to Welland and Port Colborne with a connection to the QEW near Fort Erie will provide Niagara with a key second transportation corridor.
In the Chamber’s 2008 Provincial Budget presentation to Ontario’s Minister of Finance, Hon. Dwight Duncan, and again at the Niagara Economic Forum, the Chamber advocated for increased infrastructure funding to expedite the extension of the 406 through Welland to Port Colborne. The investment into extending the highway supports the province’s Place to Grow Act—which identifies south Niagara as an area of increased urbanization. The $400 million investment made in Ontario Budget 2008 “to build roads and bridges outside of Toronto” means that this economically critical stretch of the 406 can be completed and the Chamber has advocated that it should be a priority to complete.
In order to fully realize the benefit of the southern extension of the 406, the Chamber is also urging the Ontario government to engage the Federal government and the United States governments to move forward with plans to twin the Peace Bridge in Fort Erie. The Peace Bridge in Fort Erie is the second busiest crossing following closely behind the Ambassador Bridge in Windsor. It is projected that the Peace Bridge, (which links Eastern United States with Ontario) will become the most important gateway into Southern Ontario and the GTA.
The Peace Bridge expansion will be a significant development, and Ontario must invest in preparing Niagara’s infrastructure for the increased trade and traffic that will come with an expanded capacity at the bridge. An expanded port of entry at Fort Erie, and a shift in trading and transportation patterns will position Niagara as a transportation gateway to Ontario. In advance of this development, Niagara’s transportation capacity must be expanded—which includes marine, air, rail and road. With routes in place, and an expanded 406 with a southern connection to the QEW, Niagara will be well positioned to take advantage of its position as one of North America’s great transportation and economic links between Canada and the United States.
The Chamber is committed to working with all orders of government to further Niagara’s competitive advantages. As urban studies theorist Richard Florida has noted, Niagara is positioned between Toronto/GTA and Rochester/Buffalo—and the potential to increase its prosperity is through creating stronger ties between the two areas. The Chamber will continue to pursue the southern extension of the 406 and a connection to the QEW by Fort Erie, and it will continue to lobby for the expansion of the Peace Bridge in Fort Erie. If you have any input on the subject please forward your comments to policy@sctchamber.com.
By Kithio Mwanzia, Policy Coordinator St. Catharines—Thorold Chamber of Commerce.
