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PANORAMAmagazine
www.hamiltonchamber.on.ca
T h e V o i c e o H a m i l t o n B u s i n e s s
ebruary/march 2009
The People
QuotientRecruit and retainthe right teamInspire your employees
Laura Markey and Bay Gardensrethink the funeral business
PLUS:Marketing 101shout loud in tough times
$3.95 CAN
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FEBRUARY/MARCH 2009 | PANORAMA
On the cover: Laura Markey, Bay Gardens marketing director,
in the companys new high end hotel-like funeral home.
Photograph by Daniel Banko
eb rua r y /march2009
eatures
9 The people puzzle
The right team + the right ground rules = success
1 Luxe life celebrationsBay Gardens has a new take on an old tradition
19 Fire up your teamThree local organizations share their secrets or success
5 Presidents message
6 Editors message7 Chamber updates8 News11 Hamilton Economic Summit12 The real deal with Neil15 Diversity in the workplace16 Market perspective18 Making the case22 In the loop24 From the rootop25 Upcoming events26 Around Hamilton
departments
contents
T h e V o i c e o H a m i l t o n B u s i n e s s
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4 PANORAMA | FEBRUARY/MARCH 2009
THE HAMILTON CHAMBER OF COMMERCEVoiceoHamiltonBusiness
EXECUTIVE COMMITTEE
President:TylerMacLeod,DundeeSecuritiesCorp.
President Elect:RuthLiebersbach,HamiltonBulldogsHockeyClub
Vice President:RichardKoroscil,HamiltonInternationalAirport
Treasurer:PaulGibel,MacGillivrayPartners
Director at Large:MikeFoley,TrinityDevelopmentGroupInc.
Secretary:JohnDolbec,HamiltonChamberoCommerce
Past President:LenFalco,LCMAssociates
DIRECTORSMoniqueBiancucci,ArcelorMittalDoascoInc.
SuzanneCarpenter,CorusRadioHamilton
NeilDring,GrandRiverSachem
AndrewFurgal,BMOBankoMontreal
PeterIpema,NewaltaIndustrialServicesInc.
JohnKnechtel,BickFinancial
NickMarkettos,McMasterUniversity
WilliamOates,WilliamOatesCharteredAccountant
KimPiper,CBRichardEllisLtd.
DemetriusTsaaridis,SteelcareInc.
COMMITTEE CHAIRPERSONS
Ambassadors Club:JillGenno,RogersTVListings
Ancaster Division:JohnKnechtel,BickFinancial
Business Development:JayHiggins,BeauMondeProductions
Chamber Connections:NormGrey,W.NormanGreyConsulting
Community Development Committee:AureliaTokaci,SISO
Settlement&IntegrationServiceOrganization
Dundas Division:WilliamOates,WilliamOatesCharteredAccountant
Glanbrook Division:NeilDring,GrandRiverSachem
Government Affairs:JudiPartridge,CorporateCommunityRelations
Human Resources:RosanneLasowski,ArcelorMittalDoascoInc.
Past Presidents Council:LenFalco,LCMAssociates
Science, Technology & Innovation:PaulLakin,KPMG
Transportation:DanRodrigues,LittleGreenTreeLtd.ADMINISTRATIONJohnDolbec,ChieExecutiveOcer
CarlAlexis,NetworkSystemsAdministrator
RichardAllen,HamiltonEconomicSummitSecretariat
DonCrossley,GeneralManager,Sales&Marketing
PatriciaDieryck,EventsAdministrator
BeverleyFehrman,AdvertisingManager
LauraJackson,CommunicationsCoordinator
KarenHall,OceManager
CaseyJohnson,PublicPolicyConsultant
Jo-AnnOrth,Manager,SpecialEvents&Promotions
DarleneSchroder,MembershipSale&ServicesCoordinator
DianeStephenson,MemberSupportServices
JanWatts,Controller,G.M.Administration
PANORAMA MAGAZINEPublishedbyLittleGreenTreeLtd.inco-operationwith
TheHamiltonChamberoCommerce555BayStreetNorth,Hamilton,ONL8L1H1
Tel:(905)522-1151Fax:(905)522-1154E-mail:[email protected]
Website:www.hamiltonchamber.on.ca
Printing:ImpressionsPrinting
Little Green Tree Ltd.
Publisher:DanielBankoEditor:LauraJackson,HamiltonChamberoCommerce
Associate Editor:MarieVerdun
Creative Director:AliKhamis
Art Director:LynnBrenner
Photography:BankoPhotographic
Vice President of Sales & Marketing:DanielRodrigues
Sales Associates:DavidBanko,KimberlyHoover
PanoramaMagazineispublishedbi-monthlyonForestryStewardshipCouncilApprovedPaper.
Nopartothismagazinemaybereproducedwithout
priorwrittenpermissionothepublisher.
Copyright2009LittleGreenTreeLtd.
10%
Cert no. SGS-COC-005381
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FEBRUARY/MARCH 2009 | PANORAMA 5
TheworkoyourChamberneverseemstobedone.Wehavebeenbusy
andIcannotbelievethedepthoissueswetackle.
Wevehadrecentpolicyrecommendationsthatdealwith:thewaterront;the
transportationmasterplan;developmentees;labourissuesandpublictransit.The
ChamberhasalsothrownitshatintheringsupportingthediscussionsonnoincreasesinEIpremiums,accelerationo
corporateincometaxes,anincreaseinbasicpersonalexemptionsortaxes,
HarmonizationoGST\PST,tangibleinrastructureinvestmentlocallyandred
tapereductioningovernment.Wehave
beencalledupontopresentourviewsotheeconomyandupdatesonthebusiness
environmenttocouncil.Wesuppliedourmunicipalandprovincialpoliticianswith
businessclimatesurveydatathatwasreadilyapplaudedanddeemedexceedingly
helpulbyourelectedocialsthosesameocialsthatwecontinuetobuildrelationshipswith,sometimesonpolite
butcleardisagreement.YourChamberhasmetwiththeprovincialnance
minister,ourlocalmemberotheederalConservativegovernment,thepremier
andlocalmembersotheOntarioLiberalparty.Wealsohaveregularmeetingswiththemayorandmembersocouncil.
Thisabbreviatedlistrepresentsthelast
ewmonths,withmuchthankstoallourcommitteevolunteerswhohavehelped
toachievesucharobustportoliooaccomplishments.Ocourse,nothingcanbedonewithoutthesupportotheBoard
oDirectors.Thankyou.
Butwhy?WhydoestheChamberworksohardandfourishinitstravails?Because
businessisimportant.Anditsnotjustimportant,itistheeconomy.Idonot
wanttowaxpoeticorgettoophilosophical,butsometimeswehavetomoveto30,000eetoreven
100,000eettoactuallygetbacktothegroundlevel.
Iabusinessdoesnotexist,itpaysnotaxes.Given.Moretothepoint,itwould
employnoone.Clear.Andinoonehadajobthentaxeswouldntbepaid
becausetherewouldntbeanincome(otherthanthoseluckyewwhoinheritwealth).Simple.
SoImalwaysbafedwhengovernments,
organizationsorpeoplewholobbyorpoliciesandregulationsstifeandintentionallyimpedeethicalbusiness
growth,andthenactshockedwhenthereisnomoneyinthecoers.Thisisnot
theshockedattitudeothepreectinCasablanca,whoreallydidunderstandthe
criminalelementcirclingaroundhim.No,
itisalackounderstandingo,ontheonehandaseeminglycomplex,interconnected
socialsystemorontheother,aprettysimpleconcept.Eitherway,somejust
dontgetit.Themoneycomesromusbusinessesandthosepeople
employedbysaidbusinesses.Thisholdstrueoralllevelsogovernment.UntiltheUnitedStates,AlbertaorMississaugastart
topayourbills,Iwouldsayitisprettyimportantthattaxesarecollected.The
ChamberanditsmembersunderstandthisIdonotknowwhyitprovessodastardly
elusivetosome.
Everyonewantsawealthy,prosperous
communitythatoerssocialprogramsandculturalandrecreational
opportunities.Hamiltonstrivesorthisideal,butsometimesailstoprioritize.
(CuetheChamber!)
ThisiswhytheChamberexists,to
speakonyourbehal.Asamatteroact,notwithstandingthecurrentrecession,
yourchambercontinuestogrow,withnetmembershipup4%yearoveryear.Thisis
dueinlargeparttotheactthatourmembersagreeononesimplethingno
onlydobusinessesneedavoice,theyneedonethatispowerul...yourChamberoCommerce.Congratulations,itsworking.
Thanksandcheers.
Business, the
cornerstoneor sucess
presidents message
TylerMacLeod,DundeeSecurities
P
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editors message
Iwouldliketotakethisopportunitytointroducemysel.MynameisLauraJacksonandIrecentlyjoinedtheteamat
theHamiltonChamberoCommerceas
CommunicationsCoordinatorandEditor.AlthoughIamstillrelativelynewtotheChamber,Ieelveryortunatetohave
theopportunitytoworkorsuchanimportantandworthwhileorganization.Iamespeciallythrilledabouttheactthat
IwillbeabletoworkalongsidesomanyoHamiltonsprominentbusinesspeople.
ThroughmyroleattheChamber,Iamable
togaininsightintoHamiltonsdynamicbusinesscommunity.Hamiltonbusinessesarecomprisedosomanyknowledgeable
andexperiencedpeople,andthroughtheChamberspublications,Ilookorwardto
sharingsomeothisknowledgewithyou.
AttheHamiltonChamberoCommerce,weprideourselvesontheactthatweareabletoassistourmembersin
achievingoptimumbusinessexposure.Panorama Magazineisonewaythatwe
canhelpyoutoshowcaseyourbusinesstonearly2,000othermembers.Inevery
issue,wewilleaturedierentmembers
throughourbusinessproles,whichare
basedonthethemesthatwehaveselectedoreachissue.
OurocusorFebruary/Marchis
HumanResources.AterspeakingwithaewoourmemberswhospecializeinHumanResourcesinHamilton,Ilearned
theresnobettertimethannoworbusinessestoocusontheirworkplaceculture;especiallyduringthistimeo
economicuncertainty.
Inaworldwheretechnologyischangingthewaysinwhichwecommunicate,its
sometimeseasytoorgetthatpeoplestillremainattheorerontonearlyeverybusiness.Andwithoutthem,our
businesseswouldntexist.
WehopeyouenjoytheFebruary/MarchissueoPanoramaMagazine.Iyouhave
anystoryideasorothernewsyouwouldliketosharewithyourellowmembers,pleaseeelreetocontactme.
Sharing
knowledge.Connectingmembers.
LauraJackson,TheHamiltonChamberoCommerce
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FEBRUARY/MARCH 2009 | PANORAMA 7
Canadian & OntarioChamber o Commerce updates
An excerpt rom the presentation to the OttawaEconomics: Pre-budget Event on Budget 2009
January 15, 2009From Perrin Beatty, president & CEO of the Canadian
Chamber of Commerce
IntheCanadianChambersview,the2009BudgetneedstobebasedonrealisticassumptionsaboutCanadaseconomic
perormanceandprovidescalstimulusthatistimely,targeted,temporaryandcost-eective.Itmustalsoocusonmeasures
thatnotonlystimulatetheeconomynow,butalsolaytheoundationorlong-termgrowth.
Thegovernmentmustnotbeindenialabouttherecessionsseriousness.Certainlytherearemeasuresthatitshould
undertakeintheshortterm.Butitalsoneedstoconveythe
condencethatthingswillgetbetter,andmakeitclearthatthemeasureswetaketorespondtothecrisistodaywillhelp
usbemoresuccessultomorrow.
A Canada-U.S. Agenda For a New AdministrationJanuary 16, 2009TheCanadianChamberoCommercebelievesthatthere-electedGovernmentoCanadaandthenewU.S.
Administrationnowhaveanopportunitytoreinvigoratetheirlong-standingpartnershipwhilestrengtheningtheirphysical
andeconomicsecurity.
Closercollaborationshouldaddresstheeconomicdownturn,
theglobalnancialcrisis,acknowledgeoursystemicintegration,increaseCanada-U.S.security,acilitateourintegrated
manuacturingsupplychains(andthe10millionjobstheysupport),secureourmutualenergysupply,andcreateanenvironmentconducivetoinnovation;uellingutureprosperity
orourchildren.
Theullreportcanbeviewedathttp://www.chamber.ca/article.asp?id=3
chamber updates
2009 Business Climate Survey: Members areoptimistic about economy Ananalysisothe2009OntarioBusinessClimateSurveyreveals
thatrespondentsareconcernedabouttheOntarioeconomy,butbelievetheprovincialgovernmentshouldprovidetaxationand
regulatoryrelieinordertohelpbusinessweatherthestorm.
Whileover80percentexpecttheperormanceotheOntario
economytobesomewhatormuchweakerin2009thanin2008amajorityorespondentsarearmoreoptimisticaboutthe
utureotheirowncompanies,with55percentbelievingthattheywillperormthesameorbetternextyear.
OCC moving orward in IndiaForeignmarketspresentenormousbusinessopportunitiesorOntariocompanies.OneothosekeymarketsortheOntario
ChamberoCommerce(OCC)isIndia.TheOCCisorganizingatrademissiontoIndiabetweentheend
oMarchandthebeginningoApril2009,or10to15companies.Inadditiontoallowingpeopletheopportunitytobemore
currentabouttheavailableopportunities,thistrademissionwillocusonIndiasenergyandinrastructuresectors.
Forqualiyingcompanies,theOCCwillbeabletoassistwiththecostunderExportMarketAccess,its50/50costsharinggrant
program.Moreinoisavailableat:http://www.exportaccess.ca
Sales tax reorm aids consumers, governmentand business: Report, January 22, 2009
SupportersarerallyingbehindacomprehensivereportonsalestaxreorminOntario,asoneothemosteectivewaystocombattheeconomicchallengesacingtheprovince.
PreparedortheOntarioChamberoCommerce,thereportdemonstratesthatOntariohouseholds,businessesand
governmentwillallbenetromreormoOntariossalestax.
ThereportwasreleasedinTorontoandothercommunities
throughouttheprovince.Itcanbeoundathttp://occ.on.ca/Policy/Reports/441
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News rom our members
news
First o its kindTheHamiltonPortAuthoritylauncheditsshortseashippinginitiativewithadedicatedcontainereedervesselboundorIndia
andPakistanviatheMontrealGatewayTerminal.Thisirstoits
kindshipmentmarksasigniicantstepintheadvancementoGreatLakesshortseashippingthroughthedevelopmentoviablecontainereederserviceslinkingwithbothHaliaxandMontreal.Shortseashipping,asigniicantcomponenttogoodsmovement
throughoutEurope,provideslong-termsustainabilityortheSeaway.
LaunchTheDunhamGroupispleasedtoannouncethelaunchoanew
ITServicesdivisionandtheappointmentoJeremyMcMastertothepositionoDirector-ITServices.Jeremyhasmorethan
10yearsexperienceandhasheldseniorpositionsatboth
InterlynxandDependableIT.
AnnouncementOnWednesday,December17th,MetrolinxannouncedthelargestcooperativebuspurchaseinOntariohistory.Thismeans
thattherewillbeasmanyas160newbusesprovidingservicetomunicipalitiesacrossOntario.
AppointmentsHamiltonCityCouncilestablishedtheEconomicDevelopment
AdvisoryCommitteeonJune11th,2008andseveralHamiltonChamberoCommercemembershavesincebeenappointed
toit.
AppointedChambermembersare:
MarkChamberlain-Trivaris,ChairoAdvisoryCommitteeMaryLynnWest-Moynes-MohawkCollege
RichardKoroscil-HamiltonInternationalAirportJuergenSchachler-ArcelorMittalDoasco
TylerMacLeod-HamiltonChamberoCommerceVacant-HamiltonHealthSciencesSydHamber-DTZBarnicke
CarolynMilne-HamiltonCommunityFoundationMoElbestawi-McMasterUniversity
JeremyFreiburger-HamiltonCommunityFoundationBruceWood(Pres/CEOorAlternate)-HamiltonPortAuthori
Congratulations toMaritaZairohasbeenawarded2008CanadianCitizenothe
YearbytheSonsoItaly.Marita,whoispresidentandCEOoMarcheseHealthCareisrecognizedorhercontributionsovertheyearsbothproessionallyandsocially.
PeterMcCannoPeterMcCannCorporateConsultingrecently
launchedanewbooktitledTurnarounds:Brains,Guts&Stamina.HisbookoersadviceromCEOsandconsultants,basedon
researchandexperiencewithprivatelyheldcompaniesinCanada,USA,BritainandFinland.PeterMcCannisaCEO,ManagementConsultant,CorporateDirectorandauthoro
StrategyandBusinessPlanningoPrivatelyHeldCompanies.
LaurelMartinandMikeMartin,principlesoSkywayLieInsuranceinHamilton,theexclusivelocalplanagencyorthe
ChambersoCommerceGroupInsuranceplan,receivednationrecognitionorhavingthehighestpercentageoreturningcustomersyear-over-year.Thisisthethirdconsecutiveyearina
rowthatSkywayhasreceivedthisawardinitsclassnationally.
ChamberlainArchitectServicesLimitediscelebrating30yearsinbusiness.
OnThursday,January22nd,theMohawkCollegeAlumniAssociationhosteditsannualAlumnioDistinctionAwards
dinner.Thisyear,CathyWellwoodwastherecipientothe2008AlumnioDistinctionAwardintheBusinesscategory.Cathys
nominationpackageoutlinedherinvolvementwiththeHamiltoChamberoCommerce.
ZoomZoomsIndoorPlaygroundinAncasterhasjust
celebrateditsoneyearanniversary.
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FEBRUARY/MARCH 2009 | PANORAMA 9
eature
WrittenbyLauraJacksonPhotographybyDanielBanko
PerceptionhasitthatonlycompanieswithmanyemployeesrequireHRprocessesandpolicies.But
HumanResourceexpertssaythisisnttrue.Iabusinesshasemployees,itshouldhaveHRstrategies
inplace.
Alotocompaniesgrowquicklyandtheydonthaveasystem
inplace.Andtheyllusuallyexperienceaproblembeoretheygetawakeupcall,saidLenFalco,presidentoLCMASSOCIATES.
Butthisdoesntnecessarilymeanthatyouneedtohavea
comprehensivepolicybook.Itsenoughtodevelopsomegroundrules,headded.AnHRconsultantcaneducateyouonwhatyourresponsibilitiesareasanemployerandhelpyouimplement
policies.
Andyourdecisiontohireeitheraconsultantorapaidemployeewilldependonthenatureoyourbusinessandthesizeoyour
sta.HRconsultantsareotenhiredonaperprojectbasis;however,theaveragecostinHamiltonisbetween$100and$150perhour.
WithappropriateHRpoliciesinplace,youcansaveyourbusinessmoneybypreventingmajorproblemsandlegalissues,
saidFalco.Butasideromlegalissues,therearemanyothercoststhatcanariseasaresultopoorHRplanning.Manybusinesses
makethemistakeohiringemployeeswhodontitintothecultureotheirorganizationacommonmisstepwhenthereisasuddenneedtoillavacantposition.
Itsanemotionaldecisionorakneejerkreactionwherean
employerdoesnttakethetimetogothroughtheprocessproperlytoensuretheyaregettingtherightcandidate,said
Falco.
Thekeyisjobitandcultureit.Hiringexcellentpeopleis
aboutmuchmorethanexcellentskillsets,saidGayMiller,vice-presidentoThePartnerFirm.
Itisimportanttostructureapositionsothatthegoalsareclea
andemployeesarechallengedbytheirwork.Youneedtocreateanenvironmentthatpeoplewanttoworkin,sheadded.
The
Combine clear HR strategies and the rightteam members or success
PEOPLEPUZZLE
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Employeeswhoitthecultureoaworkplaceotenrequirelessteaching,whichtranslatesintolessday-to-daymanagement.
Whensearchingornewemployees,recruitersotenconductbehavioural
interviews.Theinterviewerwillirstensurethecandidateisqualiiedortheposition,then,throughaseriesosituationalquestions,determineitheywillittheorganizationsculture.Recruitersotenusepersonalitytestswhenmakinga
inaldecisionromashortlistocandidates.Itwopeopleareequallyqualiied,thiscouldhelptodeterminetheirabilitytoitintoyourorganizationandbea
productiveemployee,saidFalco.
However,thecurrenteconomiccrisismaymeanthatbusinessesaremoreconcernedwithtrimmingromtheirteamsratherthantoaddingtothem.But,Millerbelievesaneconomicdownturncanprovetobebeneicialorbusinesses
andorganizations.Forexample,itcanprovideanopportunitytogainanedgeovercompetitors.Businessesshouldcontinueinvestingintheirkeypeopleand
preparethemselvesortheupturn,shesaid.
Keepingemployeeshappyisonesurewayorbusinessestosavemoneyandreduceturnover.Manyemployeesaresatisiedwhentheirworkisrecognizedandappreciatedbytheiremployer.Everyoneneedsapatonthebackanditsnot
alwaysaboutmoney,saidFalco.
Employeescanbemotivatedbypromotions,lexibilityinworkschedulesorthroughinvolvementindecisionspertainingtotheirjob.
BusinessescantakeadvantageoorganizationssuchastheCanadianCentreorOccupationalHealth&Saety(CCOHS),locatedinHamilton.TheCCOHSwas
establishedin1978tohelpbusinessesandorganizationspreventinjuriesintheworkplace.
TheCCOHSisreadilyusedbybusinessesandorganizationsacrossthenation.
Lastyear,theCCOHSperson-to-personInquiriesServiceanswerednearly13,000questionsromCanadianspertainingtohealth,saetyandwell-being.AndstatisticsshowthatOntariansusedtheservicethemostat53.4percent.
Today,manybusinessesareturningtotheCCOHSormorethanhealthand
saetyinormation.Theyarealsorequestingtipsonhowtoimplementwork-liebalanceintotheirorganization.
Employeeslookormorethanjustsalaries,theylookatthebigpicture.Work-
liebalanceisbecomingincreasinglyimportanttoemployees,saidEleanorWestwood,communicationsmanageratCCOHS.
TheCCOHSisespeciallybeneicialtosmallercompaniesthatdonthavethestatoimplementproperworkplacehealthandsaetyprocedures.Andinding
accurateinormationcansometimesbeoverwhelmingorsmallbusinesses,saidWestwood.
ButexpertsagreethatHRisultimatelyaboutpeople.Sometimesinbusinesswegetcaughtupinbeingproductiveandoverlooktheactthatwearerelyingon
peopletodeliverthegoods,saidFalco.
BusinessesneedtoocusonHRandmaximizetheirinvestmentinpeople.Itsastrategictoolorleadersoorganizationsthatcanhelpthembecompetitive.I
properlyutilized,itcanimproveacompanysbottomline,saidMiller. P
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hamilton economic summi
How do we involve the next generationo leaders in advancing our communitysgoal to become one o Canadas top tencensus metropolitan areas within thenext ive years?
ThisquestionaroserepeatedlyatlastyearsinauguralHamiltonEconomicSummitacommunityinitiativeacilitatedbythe
HamiltonChamberoCommerceinpartnershipwiththeCityoHamiltonandtheJobsProsperityCollaborative.
Partotheanswerisbeing
deliveredthroughanewinitiativespearheadedbytheChamberincollaborationwithaworking
committeeoorganizationsrepresentingacrosssectiono
Hamiltonsdiverseeconomy.
OnMay7,2009,thecommittee
willhostadaylongeventatMcMasterInnovationPark
targetingapproximately250localstudentsandyoutheager
tocontributetocreatingneweconomicopportunitiesin
Hamilton.Thepurposeotheeventistoactonthesummitinspiredrecommendationthatourcommunityintroduceresh
waystoempowerindividualcitizensinprogressiveeconomicdevelopmentbasedontriplebottomlineprinciples.
TheeventsmajorgoalistoinvitelocalyoungpeopletohelpshapeHamiltonsuturethroughapplyingtheirperspectivesto
actualdevelopmentscenariosandlatersharingtheirideaswithkeydecisionmakersandthebroadercommunity.Anumbero
inormaldesigncasinvolvingsampleyoungpeoplewereheldinFebruarytoinormthenaleventprogram.
Thechallengeosuccessionplanningextendsbeyondorganizationsandnetworks.ItissomethingHamiltonmust
addressgivenitsagingpopulationandtheimportanceodevelopinganewcohortocommunityleadersthatwill
moveourcitysuccessullyorwardinthecomingdecades.
TheHamiltonEconomicSummitandtheHamiltonChamber
oCommerceextendsincereappreciationtoZachDouglas,President,McMasterInnovationPark,ormakingthisevent
possible,andtotheollowingorganizationsoractivelycontributingtooureventworkingcommittee:
ArcelorMittalDoascoHamilton-WentworthDistrictSchoolBoard
CanadianYouthBusinessFoundation
ImperialCottonCentreortheArtsEnvironmentHamiltonGoldenHorseshoeBiosciencesNetwork
McMasterUniversity
HamiltonCommunityFoundationPathEmployment
HamiltonPortAuthorityVolunteerHamilton
Hamilton-WentworthCatholicDistrictSchoolBoard
Formoreinormation,visithamiltonchamber.on.caandclick
onHamiltonEconomicSummitorcallRichardWardAllenat
905-572-0363.
TheHamiltonEconomicSummitisa
communityinitiativeacilitatedbytheHamiltonChamberoCommerceanddeliveredinpartnership
withtheCityoHamiltonandtheJobsProsperityCollaborative.Forinormation,ortogetinvolved,contactRichardWardAllenat
RichardWardAllen,HESSecretariat
Complementary event ocuses
on students and youth
Related NewsThesecondannualHamiltonEconomicSummit
happensonMay6,2009atthenewly-renovatedCrownePlazaHotelindowntownHamilton.Honorary
Co-Chairs:Dr.PeterGeorgeandRonFoxcrot.ContacttheHamiltonChamberoCommerceorregistrationandprogramdetails.
P
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NeilEverson,HamiltonEconomicDevelopment
Hamiltons economy: a
look back and aheadAn Economist is an expert who willknow more tomorrow why the things hepredicted yesterday didnt happen today.
Iwouldarguethatalthoughmanyeconomistsorecastedan
economicslowdownin2008ew,iany,envisionedthespeedandseverityotherecessionthatnowgripsthethroatothe
globaleconomy.Todaythereisnocontinent,countryorcitythat
isimmunetoitsimpacts.Whatisclearlyevidentisthatsomecountriesandcitieshavearedmuchbetterthantherest.
IsHamiltononeothosecities?Theanswertothatquestion
isaveryhesitantnoandthatsbecauseeventhoughHamiltonhasbeenaectedbyjoblossesandlayosinthe
manuacturingsector,Hamiltonisbynomeansatthebottomothepile.ComparingHamiltonsunemploymentstatistics(as
oDecember2008)toothermanuacturingcentresinOntario,ourmunicipalityremainsbelowtheOntarioaverageo7.2%(Hamiltoncurrentlysitsat6.9%)andsignicantlylessthan
London(7.2%),Kitchener(7.7%),Niagara(8.8%),Oshawa(7.8%),andWindsor(10.1%).
IwelookattheconstructionvalueotheCitystotalbuilding
permitsor2008,includingaourthquarterthatelttheweightotheglobalslowdown,Hamiltonsurprisinglysmasheditsrecord
in2007withatotalconstructionvalueoover$818millionlastyear.Therecordgrowthwasledbyourresidential,commercialandinstitutionalsectors.Whatisimportanttorememberabout
that$818millionnumberisthatitrepresentsbuildingpermitsissuedin2008whichmeansthatthesenewbuildingswillbe
completedthisyearandwillinvariablyinvolvehiringnewsta,payingtaxesandwillrequireservicestocontinueoperations.
Thereweremanyothergoodnewsstorieslastyear;storiesthatdemonstratethatHamiltonseortstodiversiyour
economyarebeingrealized.SomeothehighlightsincludeSunriseMetalsthatestablishedanewpartnershipwiththe
HamiltonPortAuthorityorshortseashippingtherebyopeningupHamiltonmadegoodstonewmarkets.Ourlocalagricultural
sectorshowedstronggrowthlastyeartothetuneoa$260millionincreaseinitsoverallcontributiontoourlocaleconomythatincreasestheannualeconomicimpactto
$1.26billioninHamilton.Thereweretwomajordevelopments
intheMcMasterInnovationPark,theannouncedrelocation
oBurlingtonbasedtechnologycompanyTrivarisandthegroundbreakingotheFederalGovernments140,000square
ootCANMETMaterialsTechnologyLaboratory.
Oneothebiggestgoodnewsstoriesin2008,andonethatwasseenacrossthecountry,wasCanadian Business MagazineratingHamiltonasthe3rdbestcityinEnglishCanadaand
the7thbestplacenationallytodobusinessin2008.Many
actorscontributedtothisrankingbutatthetopothelistarethecontinuingdiversicationooureconomy,theCityseortstoprovideseamlessonestopcustomerserviceor
businessdevelopment,anancialcommitmentbycitycounciltoeconomicdevelopment,andaneectivecommunitypartnershipwiththeJobsProsperityCollaborative.
Intermsolookingahead,thereisnodoubtthat2009willbe
oneothemostchallengingeconomicyearsthatHamiltonhasacedinovertwodecades.Unemploymentandlayos
areexpectedtospreadarbeyondthemanuacturingsector,impactingeveryaspectoourlocaleconomyromretailtoconstructiontothepublicsector.However,therestillremains
roomoroptimismin2009.TheCityhasanumberolargecommercialprojectscurrentlyinthedevelopmentpipelineon
topothemulti-milliondollarredevelopmentsotheCentreMallandtheMountainPlazaMall.Withinthenextmonth,
therewillbenewindustrialgrowthannouncedandtheCityoHamilton,alongwiththeotherlevelsogovernment,areplanningonacceleratinganumberomajorinrastructureprojectsin
ordertostimulateeconomicgrowthinourlocaleconomy.
Finally,thePlanning&EconomicDevelopmentDepartmentisworkingdiligentlytocapitalizeontherecoverythatisorecasted
ortherstorsecondquartero2010.TheseeortsincludethecompletionotheOcialPlan,thenewcomprehensiveZoning
By-Law,theEconomicDevelopmentStrategy,thecomprehensiveMarketingStrategy,andtheservicingotheGlanbrookandAncasterBusinessParks.
the real deal with neil
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eature
WrittenbyLauraJackson
PhotographybyDanielBanko
LUXElifeCELEBRATIONSBay Gardens runs with a new uneral home concept
FEBRUARY/MARCH 2009 | PANORAMA 1
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U
pscale,hotelchicandeco-riendlyarenotexactlywhatyoudexpectromauneralhome.ButitswhatyouwillindatBayGardensnewestlocationon
HamiltonsEastMountain.
TheuneralhomeopeneditssecondlocationonRymalRoadinHamiltonlastAugust.Sittingon3-acresoland,ithasmorethan
24,000squareeetospace,makingitthecityslargestuneralhome.Inact,thereisntanyotherhomelikeitinCanada.
Theresareasonwhymembersotheuneralindustryarecomingheretotourouracility,saidLauraMarkey,marketing
directoroBayGardensFuneralHomes.
Designedtoaccommodatetheneedsandwantsolocalresidents,BayGardenshasmorethan200parkingspacesandthecapacitytoholduptosixuneralsatatime.ToensureBay
GardenswouldbeespeciallyuniquetoHamilton,itwasdesignedusingawateralltheme,asawaytorelecttheHamiltonarea,
whichhasmorethan100wateralls.
Theaward-winninginteriorothehomeeatureshigh-deinitionplasmaTVs,ireplaces,anoutdoorpatioandbeautiulurnishings,
whichalladduptoauniqueexperienceorclients.Anditwasdesignedkeepingtheenvironmentinmind,withrecycledcarpetthroughouteachroom.Thereceptionareahasatwo-story
indoorwaterall,reshloralarrangements,couchesandcourtesyumbrellasattheentrance.Uponarrival,guestsareoeredreshly
bakedcookies,coeeandspecialtyteas.
Asideromoeringstate-o-the-artacilities,BayGardensFuneralHomestrivestomeetitsclientseveryneedunderoneroo.Thehomehasbeendesignedtoaccommodatereceptions,
withtheoptionohavingcateredmealsandbeverages.Tohelpmaketheentireuneralplanningprocesseasier,BayGardens
sellsitemssuchasloralarrangements,caskets,urnsandcandles.Thehomecanalsoaccommodateuneralservicesinsidethe
chapel,whichholdsupto200people.Themodernchapel,thoughtraditionalinitspurpose,isequippedwithautomaticcurtains
andlighting,alongwithaprojectorandacamerasothatservicescanberecordedandprojectedonline.
BayGardensalsooersitsclientstheoptiontocreatealie
storyacompilationophotosandmusiconDVD.Theliestory,playedonanHDplasmaTVinsidethevisitationroom,isauniquewaytocelebratelives.Eachroomisalsoequippedto
accommodatepersonaliPodsorthoseclientswhopreertoplaytheirownselectionomusicduringvisitations.
Tohelpitsclientsthroughthegrievingprocess,BayGardensoersaBereavementProgram,whichincludesanongoing
supportgroupandonlineresources.
Asideromhelpingamilies,BayGardensisalsocommittedtothecommunity.TohelpsupportHamiltonsmanycommunitygroups,BayGardenshasallocatedaseparatemeetingspaceor
non-proitstousereeocharge.Theinvestment,estimatedat$500,000,eaturesaseparatewingwithboardrooms,washrooms
andasmallkitchenette.
Althoughtheacilityhasbeengettingalotoattention,thestaatBayGardensbelievesthattop-notchservicekeepsthembusy.
OurservicesareunparalleledinHamilton.Beginningwiththeinitialphonecallandendingwithourbereavementsupport
services,westrivetoaccommodateourclientseveryneed,saidMarkey.
Inadditiontooeringexcellentservicesandawell-designed
acility,BayGardensisalsoaordable.AccordingtoMarkey,mostpeoplearesurprisedwhentheylearnthatthepricesarecompetitivewithotheruneralhomesintheregion.
Sheadds,AlthoughBayGardenstakesaverymodernapproach
totheuneralplanningprocess,itremainscommittedtohonouringindividualtraditions.
To help support Hamiltonsmany community groups,
Bay Gardens has allocated
a separate meeting spaceor non-proits to use reeo charge
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FEBRUARY/MARCH 2009 | PANORAMA 15
TheHamiltonChamberoCommerceiscommittedto
reachingouttomorebusinessesandensuringthatwecontinuetosupportthechangingdemographicsoour
community.Ourgoalsistoprovidecurrentinormationandresourcestohelpourmembersstayabreastodiversity
eortsthroughoutCanada,Ontarioandinparticular,theHamiltoncommunity.
TylerMacleod,presidentotheHamiltonChamberoCommerce,advisedatapreviousbusinessleadersmeeting:
DiversityeortswithinorganizationsandbusinesseswillensurethatwearecompetitiveandallowHamiltonto
continuetobealeaderinattractingandretainingnewimmigrants.Diversityeortstodaywillallow
ustobuildonoureconomicandlabour
baseandprovideagoodpooloskilledworkers
inHamilton.
Inhisstudy,aBusinessCaseorDiversity,Dr.JereyGandzromthe
UniversityoWesternOntarionotesDiversity
canhelporganizationsidentiyandcapitalizeonopportunitiestoimproveproducts
andservices;attract,retain,motivateandutilizehumanresourceseectively;improvethequalityodecision-makingatallorganizationallevels;andreapthemanybeneitsrom
beingasociallyconsciousandprogressiveorganization.
Acompletecopyothestudycanbeoundattheollowing
link:http://www.hrsdc.gc.ca/eng/lp/lo/lswe/we/special_projects/RacismFreeInitiative/BusinessCase-e.pd.
Welookorwardtoexploringdiversityinutureissueso
Panoramaandwelcomeyourstoryideas.ContactLauraJacksonatl.jackson@hamiltonchamber.on.cawithyour
suggestions.
diversity in the workplace
Chambercommitted todiversity
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16 PANORAMA | FEBRUARY/MARCH 2009
market perspective
MichaelCarnegie,TaylorLeibowAccountants&Advisors
Public market meltdown impact
on private-company valuationsOverthelastseveralmonths,Ihavebeenaskedbymany
entrepreneursandotherproessionaladvisorstocommentontheimpacttherecentvolatilityanddownwardtrendinpublic
companystock-marketvaluationshashadonthevalueoprivatebusinesses.
Private-marketvaluationsandpublic-companyvaluationsarecorrelated,albeit,notperectly.Valuationparametersarenot
thesameinbothsectors.Muchothedierencerelatestothe
extenttowhichuturegrowthexpectationsareincludedinthevaluationanalysis.
Therearelargeprivatebusinesseswithsustainedtrackrecordsogrowthwhosevaluesmayincludeexpectationsouturegrowth.Thevaluesosuchbusinessesmaybemoreclosely
alignedwiththepricesopublic-companystocksthanthevaluesosmallandmediumenterprises,whichoutnumberlargeprivate
companiesandaretheocusothisarticle.
Asanexample,letusconsiderCompanyA,whichislistedontheTSX.Theprice-earningsratioorCompanyAsstockis25:1.This25:1ratiomeansthatorevery$25ostockprice,there
was$1oearningspershareoverthelast12months.Thisratioimpliesthatthereturnoninvestmentorthestockholderis4%,
because$1oearningsis4%othecurrent$25stockprice.
Investorsinpublic-companystocksexpectareturnoninvestmentgreaterthan4%.Evenintodayslow-interest-rateenvironment,investorscanobtaina4%returnonaarless
riskyinvestment,suchasagovernmentbond.Itollowsthatthemarketexpectedearningstogrowtoprovideareturnon
investmentsignicantlyhigherthan4%,perhaps8%,10%,12%,ormore.
Futuregrowthexpectationsarealwaysincorporatedintopricing
mechanismsorpubliclytradedstocks.
Letusnowturnourthoughtstoaprivatecompany.Having
dealtwithmanytransactionsinvolvinginterestsinsmallandmediumprivatecompanies,Icanstatewithcondencethatitis
extremelydiculttoconvinceapurchasertoactorgrowthintoitspricingequation.
Therearetworeasonswhythisisthecase:
1. Growth ProspectsPrivatebusinessestendtobesmallerthanpubliccompanies.
Beyondtheinherentlimitedaccesstocapitalnecessarytoundgrowth,thedrivingorceogrowthistheentrepreneur.Private
companiesgenerallydonothaveaormalbusinessinrastructuretodrivegrowth.
2. Who Gets Credit or the GrowthThelackoseparationbetweenownershipandmanagementinherentinmanyprivatebusinessesindicatestoapurchaser
thatgrowth,eveniindicatedbyarevieworecentresultsooperations,needsanoutsideorcetobesustained.The
purchaserwillotenbeothemindsetthatithebusinessistogrowintheuture,itisaunctionowhatthepurchaserbrings
tothetableandnotactorswhichareinherentinthecompany.Thereore,apurchaseriswillingtopayorwhatexistsatpresentbutisnotwillingtoacknowledgeaorecastorgrowth.
Thecombinationothesetwoactorsmeansthatprivate
businessesaremostotenvaluedbasedonhistoricalresultsooperations:sometimessomeanaverageothelastthreeto
veyears;sometimesonlythelast12months.
Whengrowthiseliminatedromthevalueequation,thedierencesbetweenpubliccompanyandprivatecompanyvaluesarenoteliminatedbutarereducedtootheractorssuchasthe
higherriskassociatedwithsmaller,lessdiversiedbusinesses.
Thedeclineinstock-marketvaluesisnotsolelyattributedtoeliminationogrowthromearningsorecasts.Certainothose
issuesalsoimpactprivate-marketvaluations.Forinstance,alackonancinglimitspurchasersabilitytobuybusinesses.Thelaw
osupplyanddemanddictatethatasthedemandoracquisitiondecreases,pricesalsodecrease.
MichaelCarnegie,BComm,CACBVispartner-in-chargeothe
BusinessValuationandLitigationSupportDepartmentatTaylorLeibowAccountantsandAdvisors.Contacthimat905-645.5576.
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BUSINESS DINING GUIDEHamiltonishometoadiverserangeorestaurantsandconerenceacilitiesoeringuniquecuisineandworkingexperiences.Ineachissue,Panoramaispleasedtoeatureaselectionothemtohelpyouindtheperectplacetodinewithclients,
createaull-serviceworkingenvironment,orhostamemorableunction.
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Turn to PanoRamamagazine to find theperfect facility to host an
efficient business meetingand outstanding dining
experience.
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18 PANORAMA | FEBRUARY/MARCH 2009
CaseyA.Johnson,StoneCastleCommunications
Cut Your Spending During a
Recession? Are You Kidding Me?Iyoualreadyhaveathrivingbusinessandpossessthe
undamentalknowledgethatmarketingisnotanexpensebutaninvestment,youalreadyhaveanexcellentheadorbusiness
andwillnotlearnanythingnewromthisarticle.Forthoseoyouwhodont,listenup.
Assoonasthewordrecessionissaidaloud,alotopeopleimmediatelystarttopanic,creatingarippleeectthatseemsto
instantaneouslyresurrecttheantiquatedtraditionowantingto
stualloonesmoneyintoonesmattress.Thatphenomenonmaybebadnewsorsome,butnotorthekeenentrepreneurialbusinessperson.ThedreadulRwordeveryoneiswhispering
outoinherentear,reminiscentoLordVoldemortsHe-Who-Shall-Not-Be-Namedmoniker,isnotentirelyanegativeentity.Yes,someindustrieswilltakeahit.Itsinevitable.But,itisalsoa
hugeopportunityorbusinesswarriorswhoknowhowtotakeadvantageoasluggishmarket.
Its been proven that an increase inmarketing spending during a recession cangain a long-term advantage or a brand. Over
the years, research studies have conirmedthat the best strategy in terms o long-termROI is to increase marketing expenditureduring an economic slowdown ... [Reducingyour spending] may leave your brand in aless competitive position when the economyrecovers.NigelHollis,ChieGlobalAnalystorMillwardBrown
Thekeyistopromote,promoteandpromote.Whetheritsthroughmarketing,advertisingornetworking,youneedtotake
advantageotheincreasinggapsinthemarketplaceasothersstopspending.Everytimeanorganizationhaltsitsmarketingandadvertisinginitiatives,theycreateaholeorotherstodominate,
ultimatelygivingthosecompaniesmoreexposure.Withmorevisibilityandlesscompetitioninthemarket,howcanyoulose?
Youcant.
Marketingmustalwaysremainconsistentandfuid.Thinkabout
this.Howmuchleadtimedoyouneedbeoreyouactuallylanda
client?Onemonth?Three?More?Iyoustopmarketingduringa
recessionyoulosethevaluablemomentumittookyearstobuildOncethatmomentumislost,youhavetostartalloveragain,and
itcouldliterallytakemonthsandmonthstorebuild.
It is well documented that brands thatincrease advertising during a recession,when competitors are cutting back, can
improve market share and return oninvestment at lower cost than during goodeconomic times.ProessorJohnQuelch,HarvardUniversity
ThereisareasonEnglishbillionaireRichardBransonisso
successul.Hespendsonethirdohistimepromotingandmarketing.Heknowsthevalueoit.Proctor&GambleadvertisedheavilyduringtheGreatDepression,sodidIntel
inthe1990scalslowdown,andWal-Martin2000whentheeconomywasbarelymoving.
Socontinuemarketing,advertisingandnetworking.Donotstoppromotingyourbusiness,notunlessyouenjoylearninglessonsthehardway.Therearecopiousnumbersostudiesthatprovepeoplewhocontinue,inotincreasemarketingandpromotional
spendingduringscaldeceleration(betterthanusingtheRword,isntit?)havebeenabletoweathereconomicuncertainties
withargreatersuccessintheshortandlongtermthanthosewhodonot.Iyouneedanyotherproo,looktotheleaderso
industryoverthenextewmonthsandwatchwhattheydo.
Canada is relatively well placed to weatherthe current economic climate.
TheHonourableTonyClement,MinisteroIndustry,2008BusinessRoundtablewiththeFederalGovernment
Bebold,leadwithcondence,andlistentoyourcommonsense,nottheearmongeringoothers.Andwhenthemarkettakes
anupswing,asweallknowitwill,youcansaycheersromyourposhnewcondointheMediterraneanandthanktheheavensyoudidntlistentothem.
www.stonecastlecommunications.com
making the case
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eature
WrittenbyPaulMitchellPhotographybyDanielBanko
Inspired and engaged employees willtake your business to the next level
FIREYOUR
TEAM
UP
HumanResourcesproessionalsagreethatrecruitingandretainingsta,otenincompetitivesituations,requiresgoingbeyondbasicemploymentelements
suchaspay,beneitsandphysicalenvironment.
Theseactorsarevital,ocourse.Buttheyarentsuicientenoughtoensurethatemployeeswillremainmotivatedand
committedtotheorganizationoverthelongterm.Otherdiscretionaryactorsareneededtocreateaworkenvironment
wherepeopleeeltheywillsucceedandenjoyjobsatisaction.PanoramaspentsometimewithtwoHamiltonorganizationswithprovensuccessintheirHRpracticesandpolicies.They
sharedsomeinsightsonhowtogoaboutkeepingyouremployeeshappy.
Hamilton Health SciencesHamiltonHealthScienceswasrecentlynamedoneoCanadasTop100employersorthethirdsuccessiveyear.Thelist,
compiledbyMediaCorpCanadaInc.andeaturedinMacleansmagazine,isacatalogueobestemploymentpractices.
LouiseTaylor-Green,vicepresidentoHumanResourcesat
HHS,believestheorganizationsachievementistheresultorespondingtodissatisactionwithinitswidespreadhealthcarecommunity.Yes,dissatisactioncanbeapositiveelementi
respondedtocorrectly.
Peoplecanbecomeverycomortableintheirworkenvironmentandthatcomortcanleadtoapathy.Peopledont
challengewhethercurrentpracticesarethebestthingtodo,sheexplains.Sobeingdissatisiedwiththestatusquoisgreatnewsorus.Itshowsthatouremployeescareenough
toalwayswanttogetbetter.Iwecanmakethemeelthattheircontributionisvaluedandrecognizedinasupportive
environment,itsawinorthemanditsawinorus,shesays.
HHSsgoalistoworkwithemployeesorcontinuousimprovementinbothhealthcaredeliveryandthework
environment.Thisisnosmallorderoranorganizationonearly6,000ull-timeandmorethan3,100part-timeemployees,aswelasmorethan1,700physicianswhopractiseatitshospitalsites
acrossHamilton.
Thiscanbeachievedbyrecognizingtheuniquevalueandcontributionoallemployees,andbyprovidingtheconditionsthatallowthemtodotheirbestwork.Weplaceaveryhigh
valueoncontinuousdevelopmentandacademicpreparation,Taylor-Greensays.
Initiativestohelpemployeesimprovethemselvesincludetuitionreimbursementandavarietyolearningandexperientialopportunities.Aleadershipprogramdevelopstheskillsthatareessentialincreatingthebestenvironmentwithineachwork
group.
Diversityprogramsaredesignedtoattractandretaintalentromdierentpopulations.Anumberoinitiativescentreona
values-basedcodeoconductthatestablishesaminimumlevelobehaviouroreveryoneworkingatthehospitals.
ThreelocalbusinessleadersarecreatingawinningculturethroughHRbestpractices.(LtoR)LouiseTaylor-Green,vicepresidentohumanresourcesatHamiltonHealthSciences,BarbaraBradbury,vicepresidentatAnswerPlusInc.andKevinMarshallgeneralmanageroOldMillRestaurant.
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20 PANORAMA | FEBRUARY/MARCH 2009
Prideintheorganizationcantbeunderestimated,Taylor-Greensays.Itwouldbehypocriticalometosaythatwe
haveagoodculturebecausesomebodyintheexecutiveoicesaysweshould.Ithappensbecauseemployeesarecommitted
toit.
AnswerPlus Inc.BarbaraBradbury,vicepresidentatAnswerPlusInc.,hasa
surprisinganswerwhenaskedwhythe48-year-oldcallcentrehasbeensuchasuccessovertheyears.
Thecustomerdoesntcomeirst.
Ouremployeeshavetocomeirst.Weresellingaservice
andyoureonlygoingtogivegoodservicebyhavinggoodandhappypeople,shesays.Weprobablydevote70percent
ormoreoourtimeandresourcesonouremployeescoaching,training,monitoring.Itsallaboutthem.
ThecompanysabilitytoattractandretaingoodandhappypeoplewasrecognizedlastyearwhenAnswerPluswonthe
HamiltonHumanResourcesHeroAward,markingitanHRleaderwithintheHamiltonbusinesscommunity.
AnswerPlus,aull-service,24/7,inboundcallcentre
specializinginemergencyresponse,has40employeesatitsHamiltonoice,themajorityothemulltime.Thecallcentreindustrytraditionallyhashighstaturnover,butAnswerPlus
bucksthetrendbecauseoitsdedicationtoemployeeretention.
Thekeyisrecognizingthegoalsandvaluesotodaysyounger
workorcethepostBabyBoomGenerationX,andtheiryoungersiblings,GenerationY.Icanttellpeopleenough:ibecominganemployerochoiceisnotyourgoal,youarenot
goingtokeepGenXandGenYpeople,Bradburyinsists.Theywillcomein,doagreatjoboryou,theywillgiveyou
whatskillstheyhavelearned,theywilllearnwhatskillstheycangetromyoubutiyoucantkeepstimulatingthem,
iyoucantkeepchallengingthem,theywillleaveyouandgosomewhereelse,shesays.
Thebiggestkeyistokeeptheminvolvedineverythingthathappens.Youhavetogivethemperpetualeedback.
Otherwisetheydontseeautureorthemselveswithyou.PayscalesatAnswerPlusarebasedonskillsets,rather
thantenure.Becauseourclientsvarysomuch,wehave12dierentskillsets.Whenyouvemasteredone,wellmoveyouuptothenextone.Andasyoumoveupthroughthe
skillsets,youllrecognizeanincreaseinpay,Bradburysays.Stamembersarerewardedwithperormancebonuses
basedonevaluationsotheirphonecalls.Corporateawardsthatthecompanyreceivesarecelebratedwithspecialevents.
Managementandsalesmeetingsareopentoanyemployeewhowishestoattendandtheminutesarepostedorall
tosee.
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Workingatacallcentrecanbestressul,soAnswerPlushasbeenknowntobringinamassagetherapistonparticularly
hecticdays.IthasalsosetasideitsownTranquilityBase,aquietroomwhereemployeescanrelievestress.
Itsallpartolookingaterourpeople.Weeelamoralobligationtobedoingthis.Itsotenthelittlethingsthat
makethedierence.
Old Mill RestaurantWhilemostouswereshiveringthroughtheJanuarycold
snap,18seniorstaersandmanagementatAncastersOldMillRestaurantwereenjoyingthesunnyclimateoPuntaCana,aresortintheDominicanRepublic.
TheywerethereasguestsotheOldMill,continuinga
seven-yeartraditionattherestauranttorecognizethecontributionsoitskeyemployeeswithapaidvacation.
Thepeoplewhoareonvacationareallpeoplewhohavebeenwithusulltimeormorethanayear.Itsjustaholiday.Wedontgodownthereorshoptalk,saysKevinMarshall,
theOldMillsgeneralmanager.
Inpreviousyears,theseniorstaers,includingitsches,maitredsandheadbartender,havetakencruisesandvisited
LasVegasandJamaicaduringtheslowperiodaterthehecticholidayseasonwhentherestaurantisopenonlyonweekends.
NotthatotherstaareorgottenattheOldMill,which
has50ull-timeand75part-timeemployees.Theyallenjoycompany-sponsoredChristmasandsummerpartiesand,
perhapsmostimportant,areoeredcareer-advancingopportunities.
Staretentionisamajorobjective.Trainingisverycostlyandtimeconsumingsoyouwanttokeepyourpeople.You
wantexperiencedpeoplewhoknowyourproductandcanprovidebetterservicetoyourclients,Marshallsays.
Employeesreceiveaulltrainingpackagewhentheycomeonsiteandwemakeopportunitiesavailabletostawhowishtoprogress.Itheresawaiterwhosknowledgeableabout
wineandwantstobecomeasommelier,wellpayorhisschooling.
TheOldMillalsosendsitschestospendamonthattheFat
Duck,athree-Michelin-starrestaurantjustoutsideoLondon,England.ThecompanycoverstheirroomandboardsotheycanbringtheirinternationalexperiencebacktoAncaster.
Andwehaveaverypositiveworkenvironment,Marshallsays.Wehaveacoregroupopeoplewhoareverypositive
andriendly.Theyhelpinluencesimilarpeopleastheycomeintothecompany. P
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22 PANORAMA | FEBRUARY/MARCH 2009
in the loop
Get more out o your
Chamber membership
Ancaster:BarryReid,ChairothenewAncasterBIA,spokeatAncastersDecembermeeting.
TheDivisionisworkingdiligentlywiththeGovernmentAairs
CommitteetoinalizetheManyCommunities,OneEconomypolicy.TheDivisionisalsogearinguportheirCitizenotheYear
andYouthVolunteerotheYearawardsdinner.
Business Development:TheWaterrontTaskForcehassubmittedtheinalversionotheirpolicyregardingWaterrontdevelopmenttotheChambersBoardandwillbepresentingittotheCityoHamilton.
TheCommitteesBrownieldRedevelopmentpolicyisbeing
updatedorconsiderationattheOntarioChamberoCommercesAGM.
NewpoliciesonSmallBusinessEncouragementandFunding,
DowntownRevitalization,andtheShrinkingManuacturingSector&ProductivityGapwillbedevelopedorconsideration
attheOCCAGMaswell.
Community Development:TheCommitteeislookingathealthcareandLHINinitiatives.
LHINisexpectedtopresentaninormationalpresentationtothecommitteeinthebeginningo2009.TheCommitteeis
alsodiligentlyworkingonitsArtsandEntertainmentinitiativetobringtheartscommunitytogethertoenhanceHamiltons
culturalproile.
Dundas:PoliceSuperintendentKenBondspokeattheDivisions
Decembermeeting.
TheDivisionisalsogearinguportheirCitizenandYouth
VolunteerotheYearawardsdinner.TheDivisionisalsolookingorwardtoanothersuccessulSeniorsDayevent,aswellas
continuingtoparticipateontheDundasTourismRoundtable.
Government Aairs:TheCommitteehasinalizedtheManyCommunities,OneEconomypolicy,whilealsocreatingnewpoliciesintheareaso:CouncilGovernance;aNewDealorCities;andAreaRating.
Human Resources:TheCommitteewillbecratingapolicyonundingtoaddressWorkorceQuality,Education&QuantityandShortages.
IssuestheCommitteeislookingatinclude:changestoWSIB;
thenewServiceDeliveryModel;PreventionchangestoH&SAssociations;OccupationalDisease;ExperienceRating;andClaimsPersistency.
Science, Tech & Innovation:TheCommitteewillbelookingintocratingapolicyon
Research&Commercialization.TheCommitteesInnovatorsProjectismovingalongverynicelyandtheyareexpectedtoplayasupportingroleintheHamiltonScienceFairthisyear.
TheirJanuarymeetingwasheldattheGoldenHorseshoe
BiosciencesNetworkoicesatMcMasterUniversity.
Transportation:GuestSpeakerPaulKerry,AreaManager,CorporateBusiness
DevelopmentoCanadianPaciicRailwayspokeattheCommitteesJanuarymeeting.
Newsubcommitteesinclude:IntegratedIntermodalTransportationGateway
Strategy/SOGCAirportdevelopment
TransportationMasterPlanLightRail
TheCommitteewillbeupdatingpoliciesonDARTSandMarineTransportation.ThelatterwillbepresentedattheOCCsAGM.
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in hamiltonWhetheryourelookingoranexceptionalproessional,anoutstandingservice,orauniqueexperienceoremployeesorclients,
youllinditIn Hamilton.PanoramaMagazineispleasedtoeatureaselectewoHamiltonsbest.
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Employment InsuranceInoursubmissionstotheEICommissioner,weadvocated
ornoincreasesinEIPremiumsinlightothesoteningeconomyandhigherunemploymentratesprojectedor2009.OnNovember14,2008,thegovernment
conrmedthatpremiumswouldremainunchangedin2009.ThisisawinortheChamberandotheremployer
groups,aseachone-centincreaseinEIpremiumsrepresents$11million,60percentowhichispaidby
employers.
Cutting corporate income taxAcceleratinganddeepeningthealreadyannouncedcorporateincometaxreductionsrom22.12percentto19.5percentin2008.Reducingtheraterom22.12percentin2007to15.0%in
2012willresultincumulativetaxsavingso$14.1billion.
Basic Personal ExemptionAbasicpersonalexemptionincreaserom$8,929to$9,600
in2007to2008,andto$10,100in2009.Thisrepresents$1.9billionintotaltaxsavingsinscal2007-08andanadditional$600
millionin2008/09.
Canadian Chamber o Commerce insists
government put Canadians Ahead o PoliticsOttawa, December 2, 2008InearlyDecember,TheCanadianChamberoCommerce(CCC)voiceditsconcernregardingthegovernmentsinabilitytoput
Canadiansaheadopolitics.TheboardotheCCCwasdismayedwithactionstakenbyallederalpoliticalparties.FollowingconsultationwithmembersoitsnetworkromacrossCanada,
theCCCcalleduponallpoliticalpartiestoconcentrateonthepublicinterestaboveallotherconsiderations.TheCCCurged
thatthegovernmentprepareacomprehensivestrategytobepresentedtothepublicattheearliestappropriateopportunity.
Chamber meeting with MP
OnMondayJanuary5,2009,theChambersleadershipmetwithMPDavidSweettoconveytheresultsorecentsurveys
omembersonkeyeconomicissuesaspartohispre-ederalbudgetconsultations.Particularocuswasonstrategic
inrastructureinvestmentssupportingthejobsandprosperityagenda,corporatetaxcuts,redtapereduction,harmonizing
GST/PSTandalleviatedinterprovincialtradebarriersastangiblewaysthattheederalgovernmentcouldeectivelyintervenepositivelyinourcurrenteconomiccrisis.Tangibleederal
supportandleadershiporthemanuacturingsector,particularly
theautomotiveindustrywasalsoemphasized,amongstother
itemsordiscussion.Mr.Sweetwassoimpressedwiththethoroughnessandthoughtulnessotherecommendations,particularlyonsuchshortnotice,thathestronglysuggestedthat
copiesotheminutesothismeetingbedistributedtoallelectedocialslocallyatallthreelevelsogovernment.Viewacopyo
onlineatwww.hamiltonchamber.on.ca
Waterront Development ProposalOnMonday,January12,HamiltonChamberoCommerceCEO,JohnDolbec,madeapresentationtoHamiltonCityCouncil
regardingrecommendationsordevelopmentothewaterront.Asaresult,CouncilendorsedtheChambersproposal,along
withrecommendationsromotherwaterrontstakeholders,askingstatobeguidedbytheCityWaterrontTrustPlan.Thisisamajorleapinmovingtowardswaterrontrevitalization,
whichhasbeenacoreissueortheChamberormorethantwodecades.
Withinaweekothis,theCitysPublicWorksCommitteeacceptedtheChambersrecommendationsnottoimplement
Citystarecommendationsorcertaintraccalmingmeasures,includingsomeNorthBoundstreetclosures(e.g.baySt.N.)
leadingtothewaterront.
Chamber president makes pre-budgetpresentationOnWednesday,January14,ChamberPresidentTylerMacLeodmadeapre-budgetpresentationtoCityCouncil,highlightingtheresultsoaneconomicclimatesurveyomembersconducted
inDecembero2008,whichoutlinedmemberconcernsregardingtheimpactothecurrenteconomicdownturnon
theirbusinesses.Tylerpassedonmemberrecommendationstothecitythatwillhelpbusinessescopewiththedownturn.
Recommendationsincludedinvestmentininacstructureandreductionoredtapeandtaxes.
Our frst new division in 5 years
TheHamiltonChamberoCommercewelcomesitsnewestdivisioninGlanbrook.Thisisahistoricevent,asanewdivision
otheHamiltonChamberoCommercehasnotbeencreatedsince1973.ThechairpersonortheGlanbrookDivisionisNeilDring,publisherandeditorotheGrandRiverSachem.
Chamber continues to growLastly,theHamiltonChambercontinuestogrow.Membershipis
upby4percent.
Recent Hamilton Chamber oCommerce highlights
rom the rootop
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FEBRUARY/MARCH 2009 | PANORAMA 25
ebruary
Tuesday, February 17th8:00amto10:00amPowerulLearningSeminarCommunications
TheWaterrontCentre
Friday, February 20th7:45a.m.
WinterGamesOpportunitiesBreakastTheWaterrontCentre
Tuesday, February 24th7:30amMakingThemWork,Multi-GenerationBreakast
TheWaterrontCentre
Thursday, February 26th5:30p.m.BusinessAterBusinessCanadianRedCross
TheWaterrontCentre
CallorExhibitorsSmallBusinessShowcase(comingupinApril)
marchWednesday, March 4th5:00p.m.BusinessMeeting6:00p.m.Reception
ChambersAnnualMeetingTheWaterrontCentre
Tuesday, March 10th7:45a.m.
GoodMorningHamiltonLocationTBD
Tuesday, March 17th8:00amto10:00amPowerulLearningSeminarSales
TheWaterrontCentre
Wednesday, March 25th5:00pm
OutoArica,OutstandingBusinessAchievementAwardsMichelangelosBanquetCentre
Thursday, March 26th5:30p.m.BusinessAterBusiness
McMasterInnovationPark
aprilFriday, April 17th5:30p.m.Reception,6:30p.m.Dinner
AncasterCitizenotheYearDinnerAncasterOldMill
Tuesday, April 21st8:00amPowerulSeminarNetworking
TheWaterrontCentre
FormoreinormationonallChambereventsandto
register,visit:www.hamiltonchamber.on.ca
upcoming events
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Hamilton Citizen of the Year & Youth Volunteer of the Year awards
PhotobyRoyTimm
1.TheRoyalBankCitizenotheYearAwardandtheHamiltonSpectator
YouthVolunteerotheYearAwardor2008wereannouncedatagaladinneronMonday,January23,atLIUNAStation.Fromlettorightare:RoyalBank
CitizenotheYear,Madeleine Levy;MayoroHamilton,Fred Eisenberger;
andHamiltonSpectatorYouthVolunteerotheYear,Jessica Kras.
Glanbrook Division
PhotobyTamaraBotting
TheHamiltonChamberispleasedtowelcomeitsbrandnewGlanbrook
Division.
2.PresidentandCEOoHamiltonInternationalAirportRichard Koroscil;memberservicescoordinatorortheHamiltonChamberoCommerce
Diane Stephenson,ServergraphBackupReportingandManagement
Andrew Bienhaus,barristerandsolicitorAnise Docherty,andeditor
andassociatepublisherotheGlanbrookGazetteNeil DringweresomeothosepresentonThursday,January22,whenitwasdecidedGlanbrook
businessownerswouldormaGlanbrookdivisionotheHamiltonChamber
oCommerce.
Business After Business
Over100peopleattendedJanuarysBusinessAterBusinessatMeridian
CreditUnioninAncaster.TheseChambermemberscameouttotheeventon
Thursday,January22,toparticipateinthenetworkingopportunityandtolearnmoreabouttheeventhost.
3.Standinginrontothecreditunionsvaultromlettorightare:Chris
FariasoKitestringCreativeMarketingandCommunications,KaitlinHurstoPOWERGROUPCommunicationsandLeah Frankiewiczo
POWERGROUPCommunications.
4.ThestaatMeridianCreditUnioninAncasterwerebusywelcomingallotheirgueststotheBusinessAterBusinesseventthattheyhostedonThursday,
Janaury22.Fromlettorightare: Tina Shweihat,Shernette Bentick,
Emily WhitworthandJim Dunn.
Presidents Panel
TheannualPresidentsPaneltookplaceonWednesday,December3,2008
atTheWaterrontCentre.ThesoldouteventtitledHamilton:TodayandTomorrowwaspresentedbyMacGillivrayCharteredAccountantsand
BusinessAdvisors.Threeguestspeakersoutlinedbusinesssectortrendsor2009.BelowarethethreeguestspeakersandtheHamiltonChambero
Commerceboardodirectors.
5.Fromlettoright:Richard Koroscil,Vice-President,HamiltonChamberoCommerce;Howard Shearer;PresidentandCEO,HitachiCanadaLtd.,
Aron Gampel,VicePresident&DeputyChieEconomist,Scotiabank;Ruth
Libersbach,President-Elect,HamiltonChamberoCommerce; Dr. Peter
George,President&ViceChancellor,McMasterUniversity;Paul Gibel,treasurer,HamiltonChamberoCommerce;andTyler MacLeod,President,HamiltonChamberoCommerce.
Hamilton Port Authority
OnNovember27,2008,theHamiltonPortAuthoritylauncheditsshortsea
shippinginitiativewithadedicatedcontainereedervesselboundorIndiaandPakistanviatheMontrealGatewayTerminal.
6.Photo:John Dolbec ,CEOotheHamiltonChamberoCommerce,wason
handtocelebratetheirstshipmentoitskind.
around hamilton
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26 PANORAMA | FEBRUARY/MARCH 2009
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