biz. magazine - may 2014

May 2014

DELIVERED TO BUSINESS LEADERS THROUGHOUT SHREVEPORT-BOSSIER

Page 25

Real Tools for BIZThe BIZ. Tools Podcast

Dave Says... On BusinessWhat is a Free Market?

3Books on CustomerService You SimplyMust Read Today

Meet KristenBrown ofBrownBuildersBIZ. Spotlight

The EngineThat Powers the TourismIndustry in Shreveport-Bossier

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The First Word

We all have our morning routines. Mine involves a shower and the use of body wash.There is nothing special about the routine, but it is mine and I am happy with it.However, I have become increasingly annoyed with my body wash. Sure, it gets thejob done. But lately it has been harder and harder to get more “wash” out of thebottle. Initially, I thought it was clogged or something. Each time I would squeeze,the stream of soap would trickle a little less. However, the weight of the bottle

made it obvious there was plenty of soap remaining. It was almost as if the bottle was mockingme.

Each morning I would grab the body wash, only to be frustrated with the difficulty surrounding“soap extraction.”

This went on for about a week until I decided it was time to take “drastic” action. I would re-move the cap and pour.

I grabbed the bottle in one hand, firmly gripping the cap in the other, and gave a strong twist.

“Whoosh…”

The bottle inhaled like it was gasping from breath. After that, the soap flowed freely throughthe cap. All was well with the world again. Then it dawned on me. My continuous squeezingover an extended period of time, with no air intake crated a vacuum. I was actually workingagainst myself and didn’t even know it.

I learned a business lesson that day. Much like the bottle of body wash, we often think we haveto give and give and give, never to receive from others. We never take the time to learn newthings about our craft/industry/career because we are too busy “doing.” It can be exhausting.

Bob Burg, co-author of “The Go Giver” calls this “The Law of Receptivity.” Bob says the key toeffective giving is to stay open to receiving. As business and community leaders, we shouldtake an intentional approach to receiving. We should read books, attend conferences and havemeaningful conversations with those who can speak into our lives. Otherwise, we create thevery same vacuum the body wash experienced.

No one likes an uncooperative hygiene product. And yourbusiness needs you to be easily “squeezed.”

Inside this monthIn this issue of BIZ, we tackle to subjects of hospitality andcustomer service. Our local market has been blessed as atourist destination. However, without great hospitality andcustomer service, that blessing may just go away.

Every business can learn a thing or two about these sub-jects. It is our hope that you will not only learn from thisedition, but apply that knowledge to your business.

A Tale of BodyWash and BusinessYou can’t always give without receiving,

or you will run out of resources

David Specht Jr.President of Specht Newspapers, Inc.

Read his blog about leadership atwww.DavidASpecht.com

He may be reached via email [email protected].

May 2014 • Biz. Magazine 3


Contents

Volume 5, Number 2 | ©Copyright 2014 by Specht Newspapers, Inc. All rights reserved. BIZ. is published each month by Specht Newspapers, Inc.at 4250 Viking Drive, Bossier City, LA 71111. Telephone (318) 747-7900. Information in this publication is gathered from sources considered to bereliable, but the accuracy and completeness of the information cannot be guaranteed.

20‘Create an Experience’Attractions Association offers quarterly seminar

29Blazing a Trail in the Family ‘BIZ’Kristen Brown creating a legacy in construction

25What’s Happening in Baton Rouge?Shreveport Chamber outlines legislation as it affects business

3 A Tale of Body Wash and BusinessYou can’t always give without receiving, or you will run out of resources

5 Service... Defined“An act of helpful activity; help; aid: to dosomeone a service.”*

6 We Are All Called to ServeEveryone should be in the Customer Service Department

11 The ‘New’ CustomerService DepartmentSocial Media can help you stand out with customers

13 Armed with InfoHelp customers find thingsthey can’t get online

24 Dave On Small BusinessWhat Is A Free Market?

Regulars

On the CoverMay is National Tourism Month, andShreveport-Bossier is blessed to have athriving tourism industry. However, this in-dustry can only be sustained if businessesprovide excellent hospitality and customerservice.

BIZ. News OnlineThe BIZ. website at www.bizmagsb.com is Shreveport-Bossier’s home for business news, updated as it happens. Inaddition, users can sign up for a free BIZ. Daily Report tokeep up with BIZ. news from the comfort of their Inbox.

Want to advertise? http://bizmagsb.com/adrates/

4 Biz. Magazine • May 2014 May 2014 • Biz. Magazine 5

Win-Win Powertools

BIZ Publisher, David Specht, made theassignment for this month’s edition ofthe BIZ and I immediately had morequestions than answers. Service! Whatlevel of service? Whose definition areyou using? I quickly found the defini-

tion above and several others that were basi-cally the same. But something was missing…The Customer! Service is in the eye of the be-holder…the receiver.

What do your customers think outstandingservice is? Exceptional service? Stand-outservice? What level of service do they want orexpect? If you want their continued business,you should know.

That brings up another question. How do youfind out? Step up to the bar and show someinterest and appreciation for the customer’sbusiness and…ASK.

A little effort is required on your part Mr. or Ms.Manager or owner. How do you think youwould “FEEL” if the manager/owner came outto meet you, thanked you for the business andasked if they met your needs and provided ex-ceptional service? How would you feel if aftermaking a purchase, you received a call fromthe store owner thanking you and inquiringabout how you felt in his store and was theservice what you expected? Not a form letterwith a printed signature. Too much? Ask any-one; it’s the little things that really count. “Wewildly underestimate the power of the tiniestpersonal touch.” — Tom Peters**

Earlier, I wrote about Holmes Honda ManagerMark Johnson and his Service/Loyalty plan.When I first met him at the Holmes Hondadealership, he was helping customers by writ-ing up service orders out in the service bay.

Wait, he’s the manager! He didn’t have to; hewanted to make a statement to his customersand employees.

Loyalty is born out of providing this excep-tional level of service and it’s all good. And, it’sworth repeating. Loyal customers continue tobuy from you, they buy more, they recommendyour business, they provide leads, and theyunderstand when there is an error and work itout with you. Their Loyalty even helps themresist your competition. That’s a WOW listgiven to YOU by the service you provide! Good Selling & WOWing!

Jerry

*http://dictionary.reference.com/**The How of Wow by John Murphy/ Sim-pleTruths.com

Tools You Can Use

When it comes to winning in Business, ithelps to have the right “tools” for the job.

Service... Defined“An act of helpful activity; help; aid: to do someone a service.”*

Jerry FrentressSpeaker & Coach, Win-Win Power(ful)Tools for Sales, Service and EmployeeInterviewing. Website: www.WinWin-PowerTools.com.

Business Facebook:www.Facebook.com/WinWinPower-Tools . 453-6080 / Bossier City

Last month, I had the distinct honor andprivilege of attending the Dave RamseyEntreleadership One Day workshop eventin Dallas. David Specht and Sean Greenfrom our our leadership team were also inattendance. We had an awesome experi-

ence and we all learned so much! Our learningexperience centered around Dave Ramsey's corephilosophy that business done with excellencematters. Furthermore, people matter. Both yourteam members and your customers are people.Thus, our jobs as sales team leaders, managersand business owners revolve around servingothers. These people matter! Essentially, we arecalled to serve.

How well do we serve our team members? Howwell do we serve our customers? Our "Journey

To Business Excellence" will be determined byour answer to these two questions. In short, weshould all think of ourselves as service special-ists. Every day, we all have numerous occasionsto sharpen our skills, exercise our abilities andmaximize our opportunities as service special-ists.

Every business is a service business. Every busi-ness position is a service position. No matter

what our job entails or what our job descriptionhappens to be, everything we do revolvesaround serving others. As such, we can neverlose sight of what we do, where we are goingand why what we do is important. Thus, what wedo, where we are going and why we do it mat-ters. It matters to us as owners, managers andsales team leaders and it determines our future.Also, it matters tremendously to those we serveand it determines their futuretoo — always!

As Dave Ramsey says, “A championship team isno accident.” As a leader, you must develop achampionship playbook for your team. Don’ttreat your customers like revenue units, treatthem like people. Your vendors are people, treatthem like family.

And finally, your team members are people.Don’t treat them merely like units of production.As the Bible says in Luke 6:31, and as we haveheard for most of our lives, “Do unto others asyou would have them do unto you.” A highercalling matters! As leaders, we have ahigher calling! We are called to serve!


Randy BrownAdvertising/Marketing Guru

He is the Advertising Director forBossier Newspaper Publishing Com-pany, Inc., publishers of the BossierPress-Tribune and BIZ. Magazine

Randy may be reached [email protected]

Marketing B-S (Bossier-Shreveport)

We Are All Called to ServeEveryone should bein the CustomerService Department


Biz ToolsDo Something

The speed of business is ever increasing. The successful business leaderstays on top of the tools and information to help his company grow.

Books

No Excuses for Not Reading

It Is All About Service

App of the MonthAmazonEvery book mentioned on the BIZ Tools Page is available via Amazon. In our “mobile world,” simply going to a website may notbe the most effiecient way to conduct business. The Amazon App provides more than just access to the millions of items forsale on its website, it offers quick and easy ways to refine searches, add to wish lists and hanle all the tasks during the searchand purchase process.

Amazon is more than books, too. Just about any product for any purpose is available at the online giant. In fact, all of theequipment used to record the BIZ Tools Podcast was purchased via the Amazon App.

Happy shopping....

Raving FansKen Blanchard and Sheldon Bowles

"Your customers are only satisfied because their ex-pectations are so low and because no one else isdoing better. Just having satisfied customers isn'tgood enough anymore. If you really want a boomingbusiness, you have to create Raving Fans."This, in a nutshell, is the advice given to a new AreaManager on his first day--in an extraordinary busi-ness book that will help everyone, in every kind of or-ganization or business, deliver stunning customerservice and achieve miraculous bottom-line results.

Be Our GuestThe Disney Institute

Exceeding expectations rather than simply satisfyingthem is the cornerstone of the Disney approach tocustomer service. Now, in honor of the tenth anniver-sary of the original Be Our Guest, Disney Institute,which specializes in helping professionals see newpossibilities through concepts not found in the typi-cal workplace, is revealing even more of the businessbehind the magic of quality service. During the lasttwenty-five years, thousands of professionals frommore than thirty-five countries and more than fortyindustries have attended business programs at Dis-ney Institute and learned how to adapt the Disneyapproach for their own organizations.

Delivering HappinessTony Hsieh

In DELIVERING HAPPINESS, Zappos CEO Tony Hsiehshares the different lessons he has learned in busi-ness and life, from starting a worm farm to running apizza business, through LinkExchange, Zappos, andmore. Fast-paced and down-to-earth, DELIVERINGHAPPINESS shows how a very different kind of corpo-rate culture is a powerful model for achieving suc-cess-and how by concentrating on the happiness ofthose around you, you can dramatically increaseyour own.


Books Listen Up

More Tools

Podcast of the MonthAskPat with Pat Flynn

Pat Flynn, the energetic host of the Smart Passive IncomePodcast has a new helpful daily podcast, AskPat.“Before the idea for AskPat, I used to answer voicemailquestions from the audience at the end of The SPI Podcast,which isn’t going away and will continue to run weekly. But,I felt like the questions changed the feel of the episodesthat were often about something else,” Flynn said.

Each show is in a bite-sized 5-8 minute format whichmakes it easy to catch up if you fall behind.

On the BIZ. Tools Podcast

This Month:BIZ Tools Book Club

Customer Service is KingPlus, much more!

Last MonthEntreLeadership 1-Day Revisited

Business Image with Mollie Corbett

Listen to the BIZ. Tools Podcast at:boztoolspodcast.com

#WorthFollowing

@DaveRamsey@ChrisHogan360

@ChrisLocurto@EntreLeadership

@AmyKinnaird


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Amy KinnairdSocial Media Evangelist

Amy is a corporate trainer andspeaker on primarily marketing top-ics, but most people locally know heras the Social Media Evangelist. Overthe past 6 years she has spoken todozens of groups, and taught hun-dreds of people how to use SocialMedia for marketing their businesses.She has 35 years experience in mar-keting, and has trained people oncomputers and software forever. She’sat the intersection of Tech and Speak.

If you want to trump the compe-tition, excellent customer serv-ice is a must. Everything thecustomer touches or experi-ences with you and your com-pany is an opportunity to WOW

them. You might have a really greatproduct, but if your customers havea bad experience with you, theyaren’t coming back. On the flip side,don’t forget to shower a businesswith praise when they deserve it.

Businesses with a customer servicedepartment can utilize social mediaas an excellent tool. There’s nowaiting in line or on hold time.Many companies are successfullyusing Twitter to communicate withtheir customers. A couple ofmonths ago I tweeted with AT&T(@attcustomercare) when I was notgetting satisfactory support overthe phone and was able to quickly

get to a representative whose job itis to respond to Twitter communica-tions. Comcast @comcastcares andDelta @deltaassist are other exam-ples of businesses using socialmedia for customer service.

Another idea is to create a series ofvideos that answer your most fre-quently asked questions (FAQ’s).Then direct callers to the appropri-ate video on your website. Ifdemonstrating something either onthe computer or with your productmakes sense in order to solve auser question, create a video thatspecifically answers their questionand send it. If you want to capture ademo of something on your com-puter screen, try Camtasia or Jingfrom TechSmith.com.

To stay one step ahead, create“wow” experiences. Here’s one thathappened to me: Two summers agowhen we were in the middle of over50 days of 100 plus degree tem-peratures (how can you forget?) Iwas pulling through the bank to de-posit a check and get some cash.

When the little container cameback to me through the bank chute,I took out my receipt and cash andsaw something else there. It was aPopsicle! I chuckled and lookedover at the teller. She was laughingand said, “It’s Beat the Heat time.”What a very small and inexpensivething to do to create a great cus-tomer experience. Another friendtells me her bank gives out dogtreats in the drive through if youbring your pooch along for the ride. Think about how you can add un-expected customer experiences foryour own clients. It doesn’t have tocost much or be extravagant. Some-times it’s the little things that mat-ter the most.


Uncommon Sense Marketing

Amy KinnairdSocial Media Evangelist

Amy is a corporate trainer andspeaker on primarily marketing top-ics, but most people locally know heras the Social Media Evangelist. Overthe past 6 years she has spoken todozens of groups, and taught hun-dreds of people how to use SocialMedia for marketing their businesses.She has 35 years experience in mar-keting, and has trained people oncomputers and software forever. She’sat the intersection of Tech and Speak.

The ‘New’ CustomerService Department

Social Media can help youstand out with customers


Business news youcan’t wait to read.Business news is happening all the timein Shreveport-Bossier. And nothing keepsyou in the loop better than the BIZ. Daily Report. Get the latest by email each day.

Sign up for FREE at bizmagsb.com/report.

The customer has always been right, but now they are also informed. “The customer is al-ways right” may have been an eye-roll-inducing comment in the past, but today it is amore accurate statement. The modern customer is likely to come into your store havingpreviously vetted your company or product via the Internet. They may even do the vet-ting from their smartphone right inside your store. It might seem like this makes qualitycustomer service less important. They’re already in your store. They already know what

they want. They’re ready to buy right now. The sale should be walking itself up to the cash regis-ter at any moment.

But this is the moment when truly valuable customer service is of the utmost importance be-cause if the informed customer isn’t happy with the way they’re treated in your store, they al-ready know the address of your competitor down the street, or that they can shun humancontact altogether and buy online.

A friendly, knowledgeable customer service representativecan not only help the customer zero-in on what they camein for, but also find the other products or services that willcomplement the main objective best. Let the customerknow valuable things they won’t find in an Internet search.“This brand of clothing tends to run small.” “If you’re goingto buy that varnish, it’s going to look better if you apply itwith this brush.” “If you like our peach pie, you should trythe lemon pie today; it’s on special.”

Another customer service advantage humans have over theInternet is appearance. Take the company handbook seri-ously and dress and groom yourself in a way that will makeyou approachable to customers. Your body art may looksuper cool, but you probably need to cover it up, unlessyou’re working at Hot Topic.


Business Development

Jill MacchiavernaJill is Publicity Chair, Business Devel-opment Connection for the GreaterShreveport Chamber of Commerce.

Armed with InfoHelp customers find thingsthey can’t get online


File Photo


Cover Story

Go way beyond the expected. It's a sim-ple business philosophy on paper, butit can mean all the difference to cus-tomers — it will create an impression,keep them coming back, and turn theminto raving fans.

For an industry like tourism, going beyondthe expected is vital, especially when your com-petition is a day trip away, close to a major met-ropolitan area with everything to offer guests.You have to set yourself apart, and treatingguests like a family member can go a long wayto creating loyalty.

Kelly Wells, vice president of tourism mar-keting, noted, "For any industry that does cus-tomer service, satisfaction has to be the best."

Luckily, Shreveport-Bossier is known for sat-isfying with its hospitality.

"In the South, we're known for hospitality.With tourism being such a part of Shreveport-Bossier, that's what differentiates us with ourcompetition."

To this end, the Shreveport-Bossier Conven-tion and Tourist Bureau offers "Wow Training" toits partners who serve out of town visitors. Thehour-long training is provided for free. The em-phasis on customer service is so focused, thatpartners are instructed on providing not onlytips on knowing attractions and events, but canoffer directions and give dining advice.

Wells noted that statistics show travelers arevery loyal with their vacations and the bureauhas found it is easier to retain a customer than

gain a new one. He explained the most success-ful hotels are doing so well because they havefrontline employees that offer awesome service.

"A lot of that comes from the top down andmaking sure the employees with first contactembody that culture...It all comes down to mak-ing sure those front of house employees arehospitable."

With that knowledge of first contact beingthe most important, the bureau has made amajor effort to train many hotel front desks, taxidrivers, and other unconventional tourism part-ners over the last five years.

"We go in from destination perspective toeducate and make sure we have conciergeseverywhere. You'd be amazed at number of gasstation attendants who can answer millions ofquestions," said Wells.

Employees of the new Hilton Garden Inn &Homewood Suites located just off I-20 inBossier City know how vital impression is in theguest service industry.

"We could have the cleanest rooms, the bestfood and the most amazing decor in the marketbut without amazing customer service and top-notch hospitality, none of that matters," saidJimi Lindgren, sales manager for Hilton GardenInn/Homewood Suites.

They acknowledge they have to go way be-yond the expected and take that extra step toprovide an individualized experience for eachguest.

"I get more personable with our guest. Put-

ting myself in their shoes shows I care for theirneeds and it makes them feel they can count onme," said Margarita Royal, Guest Service Agentfor Hilton Garden Inn/Homewood Suites inBossier City.

But going way beyond the expected doesn'tbegin and end for hotels, restaurants, and retail.It doesn't live on an island for tourism partners.Wells acknowledges that customer service ap-plies to all industries.

"I want to do business with people who Ienjoy doing business with. It's that simple."

Jimi underscores this when he explains anycustomer is not only looking for a good productbut they want a great experience to go with it:"You can buy a hamburger at any fast foodplace, you can buy gas at any conveniencestore, but I bet you tend to frequent one partic-ular place over another, and most likely it is be-cause of the experience you have there. Iactually go out of my way to get breakfast at achain that has a location on my way to work. Ichoose this particular one because of the peo-ple that work there. They are always happy tosee me, they know what I like and they arehappy to accommodate any special request Imay have. The one that is on the way and veryconveniently located I avoid because I feel like Iam bothering them when I walk in. It seems as ifI am in the way of their day when I walk throughthe door and request a breakfast meal."

More Than JustBeing Nice

Hospitality is the engine that drives the local tourism industry


Cover StorySTORBYSean Green

Margarita Royal, guest service agent for Hilton Garden Inn/HomewoodSuites, sees the importance of customer service on a daily basis.

Putting an emphasis on customer service is easy on paper, but what aboutleading a team of individuals all striving to give people their "Wow!" mo-ment? Horseshoe Casino's Ashley Wade won the 2012 Excellence inLeadership PRIDE Award for her efforts to make customers happy andkeep them coming back. "I was very touched and honored to win a PRIDEaward. I display it proudly on my desk and it is a constant reminder of

how fortunate I am to work in the hospitality industry with so many wonderfulpeople," Ashley said.

The PRIDE Awards, hosted by the Shreveport-Bossier Convention and TouristBureau, are given every year to employees in the customer and guest service in-dustry who go above and beyond. Ashley credits her success to her hardworkingteam and supportive leadership who strive for achievement of aggressive goals.

"I surround myself with incredible talent — I have a dedicated team whoseunique ideas and hard work makes our success possible."

She continues, "As a leader in the hospitality industry, it is my job to hire foran upbeat personality and a positive atti-tude. We can teach anyone the specificsof a particular job. It is difficult, if not im-possible, to teach someone to be upbeatand positive."

Her dedication towards hospitality hascustomer service at its core. She utilizesthis to have her team form a connectionwith their guests, knowing she will reaprewards in the form of return business.

"In this industry, guests make theirchoices based on the service they re-ceive. It is important that consumersmake an emotional connection with thechosen service provider. This connectioncreates a desire for them to return be-cause they feel welcomed and appreci-ated."

In the world of social media whereword of mouth is king, getting customerstalking positively about their experiencecan make or break a business.

"What creates a thriving business is return visits coupled with the positivefeedback these happy consumers share with others, creating morecustomers. The immediacy and exposure so many consumers have to socialmedia makes the positive word of mouth even more important."

Her advice on building great customer service starts in-house. Hire smart andtrust your employees to create lasting memories for customers.

"Businesses have to fight hard to find great service providers versus just hiringsomeone who can fill an open spot. Leaders need to be able to rely on their em-ployees to create positive experiences for their guests, ensuring critical returnvisits and positive word of mouth."

Wade

ServiceMattersHorseshoe employee honored for excellence

P.R.I.D.E. Awards


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Teresa AllenAn internationally recognized cus-tomer service speaker and authorbased in Shreveport, Teresa Allen hasshared common sense success strate-gies with organizations across the USand abroad for over 20 years. Teresacan be reached at 318-797-1433 orthrough her www.AllenSpeaks.comwebsite.

Travelers today have more direct accessto information on tourist destinationsthan ever before. The web has mademany of us our own travel agents as wevirtually visit destinations looking forthe best investment of our tourism dol-

lars. Information is not limited to descriptionsby the many venues and cities trying to lure trav-elers. Resources like Trip Advisor, Yelp, OpenTable and others make past customers the pri-mary information provider and destination web-sites a secondary source.

Customer service then, for any city with tourismat the forefront is critical. Hospitality industry

providers are at the center of the service cri-tique, but a visitor can stop into ANY businesswhile in a destination and therefore every busi-ness plays a part in the critically important serv-ice reputation of the area.

What are some of the key components of cus-tomer service that will put Shreveport-Bossier onthe list of destinations recommended by our vis-itors?

First and foremost is an attitude of gratitude.Showing appreciation to customers would seemto be common sense but I challenge you to thinkof the last time that you handed over your hard

earned dollars to a local business. Did you thankthe service representative before they thankedyou? Interestingly, recent studies have demon-strated that one of the surest paths to customerappreciation is employee appreciation. If man-agement does not recognize the efforts of thefront line, those employees will likely not pro-vide exceptional service to customers.

Training on first impressions and management ofthe inevitable conflicts that will occur is vital.Results of customer service training will only berealized if it is customized to the environment ofthe service provider. Imagine using the sametraining for a waiter at a restaurant as for a front

One Click AwayThe quality of our customer service can makeor break our area as a tourist destination


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desk staffer at a hotel or a clerk at a retailstore. The customer interactions experi-enced by each are completely different andas such, the training must also vary accord-ing to position and type of business.

As I travel across the US presenting customerservice keynotes and training, I see a com-mon thread with organizations who have anexceptional service reputation. Customerservice in leading service businesses is notmerely the flavor of the month, it is rather akey business strategy in which the leaders ofthe organization are happy to invest. Thecustomer is at the top of their organizationalchart and all actions flow from the under-standing that the customer is in the driver’sseat of their business reputation and suc-cess. They keep a keen eye on comments insocial media channels and on third partysites and take part in the conversation, re-

sponding directly when customers expressdissatisfaction or delight. Their employeesare continually trained on how to maximizethe customer experience.

Where is your customer in your strategy forsuccess? A recent study by JD Power con-cludes that for most businesses, the cus-tomer repurchase rate doubles when acustomer moves from ‘Pleased’ to ‘De-lighted’. Service is not just a feel good exer-cise. In today’s consumer savvy society, it isa straight hit to bottom line profitability.Your business and your front line servicestaff are making daily first and last impres-sions of Shreveport-Bossier and of your busi-ness. The next customer encounter in yourbusiness could be what leads a visitor to re-turn or instead to select another business ordestination that is just one clickaway!

Travelers today have more direct accessto information on tourist destinationsthan ever before. The web has mademany of us our own travel agents as wevirtually visit destinations looking forthe best investment of our tourism dol-

lars. Information is not limited to descriptionsby the many venues and cities trying to lure trav-elers. Resources like Trip Advisor, Yelp, OpenTable and others make past customers the pri-mary information provider and destination web-sites a secondary source.

Customer service then, for any city with tourismat the forefront is critical. Hospitality industry

providers are at the center of the service cri-tique, but a visitor can stop into ANY businesswhile in a destination and therefore every busi-ness plays a part in the critically important serv-ice reputation of the area.

What are some of the key components of cus-tomer service that will put Shreveport-Bossier onthe list of destinations recommended by our vis-itors?

First and foremost is an attitude of gratitude.Showing appreciation to customers would seemto be common sense but I challenge you to thinkof the last time that you handed over your hard

earned dollars to a local business. Did you thankthe service representative before they thankedyou? Interestingly, recent studies have demon-strated that one of the surest paths to customerappreciation is employee appreciation. If man-agement does not recognize the efforts of thefront line, those employees will likely not pro-vide exceptional service to customers.

Training on first impressions and management ofthe inevitable conflicts that will occur is vital.Results of customer service training will only berealized if it is customized to the environment ofthe service provider. Imagine using the sametraining for a waiter at a restaurant as for a front

Living in Shreveport-Bossier, it can seem at times that many businesses in the service in-dustry forget they're SERVING customers. That's not to say all (and most of ourhotels/motels and casinos all excel at it) but I've left many restaurants thinking some-thing was missing. All it takes is a trip to Dallas to put local customer service in a starklight. That's what made a recent trip to a fast food joint in Bossier City so interesting.

The other night, my wife and I were shopping at a local bookstore before we met up with somefriends of ours. My wife, having had a late lunch, skipped dinner. Being less than a mile awayfrom a Taco Bell, Wendy's, McDonald's, and Burger King, burritos won the day and we took ourplace in the drive thru line.

As I placed my brief order, the employee asked if I wanted any particular sauce. Now, guys, ifyour wife is anything like mine, you know that sauce, of any kind at any restaurant, is important.It doesn't matter what it is — ketchup at Cane's to chipotle mayo at Twisted Root — you betterget some. I replied that my wife wanted hot sauce, expecting to be forced to remind the clerkwith the subsequent eye roll.

But to my surprise, after several minutes waiting to approach the window, the clerk takes mymoney and then says, "Thank you, sir. It will be just a minute…Hot sauce, right?" I know, it's a lit-tle thing, but I was slightly flabbergasted. "Uh…Yeah. Yeah," I stammered back. She had politelytold me there would be a slight delay and remembered an important part of the order, that

some would overlook, to her customer. Then I got to think-ing back on past experiences at this Taco Bell. I said to mywife, “It was great she remembered that. You know…I'venever had a bad experience here. Food is always hot,they've never gotten my order wrong, and they're alwayspolite." All it took was one above average experience to in-spire loyalty in me.

I know, you're probably saying, "Really? You're writingabout Taco Bell?" But the bar is so low at some places, thatjust by the little things in customer service, you can make ahuge impact. And that's an important lesson to remember— No matter where the bar is set, if you do the little thingsand pay attention to the details, you can make a huge im-pact. If you impress your customers, you inspire loyalty forreturn visits. And for your business, that can mean it livesor dies.

So, even though I never thought I'd say this, guys:Be more like Taco Bell.


Green Piece

NOW PLAYING

www.sciport.org | 318.424.3466On the Downtown Shreveport Riverfront

Films subject to change. Call (318) 424-8660 for showtimes.

For Whom the(Taco) Bell TollsIt is the little things that make all the difference in the customer service realm

Sean GreenSean is vice president of BIZ and themanaging editor of the Bossier Press-Tribune. You can follow him on twitter@editorsean.


NWLA TourismNWLA Tourism

The Shreveport-Bossier Attractions As-sociation will host its next quarterlyseminar, entitled “Customizing YourGuests’ Experiences,” 9 a.m.-1 p.m.,Monday, May 12 at the ShreveportLittle Theatre, 811 Margaret Place in

Shreveport. The seminar, which is free to at-tend for attractions, festivals and tourism-re-lated businesses, events or organizations, willbe led by Julia Foley and Bonne Summers ofShreveport-based event planning serviceApex Events. During the seminar, localtourism attractions ranging from museumsand galleries to hotels and restaurants willlearn how to create memorable guest experi-ences for visitors. Lunch will be provided. Toregister for the seminar or for more informa-tion, call (318) 222-9391. Advance registra-tion is required.

“The goal of this workshop is to help attrac-tions create an experience that tells theirstory,” said Julia Foley, co-owner of ApexEvents. “We want them to think about howyou create a sense of place, so that whensomeone walks in the door of your attraction,they immediately know what’s going on.”

Attendees to this seminar who have alsocompleted a marketing plan can apply for agrant of up to $1,000 to customize theirguests' experiences. The Shreveport-BossierAttractions Association and the Shreveport-Bossier Convention and Tourist Bureau co-sponsor these quarterly seminars to helpattractions enhance visitor experiences andbetter market and promote themselves. Otherquarterly seminar topics have ranged from ad

buying to social media.

Each year, the Shreveport-Bossier AttractionsAssociation’s second quarterly seminar istimed to coincide with National Travel andTourism Week, which falls on May 3-11,2014. The U.S. travel community has collec-tively marked the event in a number of cre-ative ways, from staging local rallies andconducting media outreach to securingproclamations and resolutions from local leg-islative bodies. Each year, localized eventsare presented in cities, states and travel busi-nesses nationwide to champion the power oftravel. One goal of the May 12 seminar is toeducate local attractions about the risingpopularity of experiential tourism. Experien-tial travelers crave hands-on experiences thatare personal, unique, and expose the traveler

to local nature, culture and history.

“Today’s guests don't want to just visit an at-traction, they want to fully experience yourattraction in a hands-on way,” said BrandyEvans, vice president of communications forthe Shreveport-Bossier Convention andTourist Bureau. “This seminar is all aboutlearning how to engage your visitors using allfive senses in order to create an experiencethat they’ll never forget.”

To register, or for more information, call (318)222-9391. For more information on market-ing programs offered by the Shreveport-Bossier Convention and Tourist Bureau, visitwww.shreveport-bossier.org/partners.

‘Create an Experience’Attractions Association offers quarterly seminar

STORY BYChris Jay

Photo Courtesy of the Shreveport-Bossier Convention and Tourist Bureau


NWLA Tourism

‘Create an Experience’Attractions Association offers quarterly seminar

CenturyLink, Bossier R. Kelly returns to the stage with his Black Panties Tour featuring special guest Tamar Braxton. One of the most successful R&B artists of all time, R. Kelly has released 12 solo albums and sold nearly 100 million albums, making him one of the most successful R&B male artists of all time. Grammy-nominated singer-songwriter Tamar Braxton will join Kelly. www.centurylinkcenter.com

R. Kelly

1251 Dalzell St., Shreveport

and tasting room destination since Prohibition. Come by the brewery to sample our beers, just feet from where the beer was made. Free tours are available at 1, 2 and 3 pm. You can sign up

Donations accepted for the various animal rescues. www.greatraftbrewing.com

Join us for live zydeco music and Louisiana

contests for all ages, street performers, children’s activity areas, and a Louisiana arts marketplace featuring original paintings, carvings, jewelry and crafts. www.mudbugmadness.com

Mudbug madness

Honoring the north Caddo Parish oil industry. Oil was the catalyst for forming this city, the site of the first over-water oil drill on Caddo Lake. Friday starts with a pet parade, followed by a gospel music con-cert. Dixie Bent and Raymond Joe Welborn perform Saturday, followed by The Pack. There will be food vendors and a children’s play area. Free.www.gusherdaysfestival.com

gusher days festival

We’re bringing country stars Jerrod Niemann and Josh Thompson to Shreveport-Bossier for one heck of a show. Tickets on sale at Kiss Country at 6341 Westport Avenue in Shreveport or at EventBrite.com. Advance tickets will be $25 or $30 at gate. For this first-ever Kiss Country Fest, who better to help us kick it off than two hot acts who are both prepping new albums. 318-688-1130.

kiss country fest

Featuring the annual Chihuahua Challenge, live music, the Dream Werkz Custom Car Show, traditional Mexican dance troupes, food vendors and more. Admission free until 5 p.m., after 5 p.m., $5. A project of the League of United Latin American Citizens (LULAC) to raise funds for academic scholarships. 10 a.m.-10 p.m. www.shreveportcincodemayo.com

cinco de mayo festival

This festival incorporates past and present fun activities for all. Come enjoy live entertainment, a carnival, and numerous activities for kids. We are including the “Poke Salad Idol” contest, where you can show off your talent and earn the title of Poke Salad Idol 2014. And don’t forget the treasure hunt, which could net you $1000. www.pokesaladfestival.com

poke salad festival great raft brewing tour

Rib Tip Express invites you to the inaugural Rib Tip Express BBQ Cook-Out at Shreveport’s Columbia Park. The free event will be from 7 a.m.- 8 p.m. This family-oriented event features live music, tal-ent show, games for kids and BBQ. Entertainment will begin at noon. So grab a chair and come out and enjoy some fantastic BBQ. 702-810-0757.www.facebook.com/pages/Rib-Tip-Express

Rib tip express bbq cookout

Shreveport-Bossier Convention and Tourist Bureau, 629 Spring St., Shreveport, LA, 800-551-8682SBFUnguide.com

Looking for something FUN to do?

The power of tourism is multiplied whenlocal residents are proud community am-bassadors. During National Travel andTourism Week, May 3-11, as an industrywe will champion tourism and show howimportant it is to you - our community.

Unlike other industries, tourism is a silent eco-nomic engine. It’s not easy to spot the behind-the-scenes work that goes into bringing a touristto Shreveport-Bossier as it is to identify a factoryor warehouse. But tourism drives jobs, employ-ing some 44,635 people who work at area ho-tels, casinos, attractions, retail, and arts,according to the latest Louisiana WorkforceCommission study.

To honor these hard working and incredibly de-serving frontline staff, annually the tourist bu-reau hosts a P.R.I.D.E. Awards Banquet to say“Thank You.” P.R.I.D.E. stands for Proud ResidentsInvolved in Developing Our Economy. This year’sevent will be held at 6:30 p.m., Thursday, May 15at Horseshoe Casino and Hotel in the Riverdome.The examples of people who go above and be-yond are so moving. Last year, Amber Nelson ofHoliday Inn Express and Suites won OutstandingFront Desk/Guest Service Professional. Her su-

pervisor wrote this about her: “Amber comes ineach morning ready to take on any challenge theday throws at her. She sings all day, makingeveryone laugh and makes sure everyone haswhat they need. Amber is the most dependable,competent, happy, enthusiastic, helpful, knowl-edgeable front desk clerk you will ever know.”Believe me there are similar examples of localhospitality industry employees who provide ex-cellent customer service. Last year was tough,and we saw hotel occupancy dip to some of thelowest levels in a decade. Challenging timeslikes these are when we need employees likeAmber the most.

Just this year, we released a Hotel and LodgingStudy. The data shows that we have an 81% re-peat visitation rate. That only happens when youtake good care of visitors, so that they enjoytheir vacation and wish to return. That time is sa-cred. Think about it: You pick a destination to getaway from your daily stresses, to have fun, andto immerse yourself in a destination’s expressionof their culture through the arts, music, festivalsand other experiences.

Now that Shreveport-Bossier has nearly 11,000

hotel rooms, we have to provide great customerservice for our discerning out-of-town guests.We also have to expand our partnerships andimprove the visitor experience at our restau-rants, hotels and attractions. The entire experi-ence must be stellar and memorable.

Today’s visitors want to learn our story, go be-hind-the-scenes, and create special experiences.Gone are the days, when visitors simply wantedto “see the sights”. Today’s tourist wants to fullyexperience what makes a city special. So wehave a real opportunity to re-imagine those fu-ture experiences, with great customer service al-ways at the forefront.

That’s really the beauty of tourism. We get tokeep evolving, and we can do that with you asour ambassadors of all that is special and uniqueabout Shreveport-Bossier.To learn more about the things to see and do inyour community, visit www.Shreveport-Bossier.org or stop in and say “hi” at our down-town visitor center located at 629 Spring Streetin downtown Shreveport. We are here for you, aswell as our visitors.Stacy Brown

President, Shreveport-Bossier Conven-tion and Tourist Bureau.

The Power of Tourism


Give Your Business Roots Join the

Invest in a Bossier Chamber membership. We give your business partnership with a purpose through opportunity, advocacy, relationship building and business development programs. Let us help grow

your business. Contact us today to learn more about our membership program.

710 Benton Road · Bossier City, LA 71111EMAIL [email protected]

WEB www.bossierchamber.com · www.bossierinnovates.com

Just the other day I noticed a post from an acquaintance in my newsfeed. She was par-ticularly excited to share that her friend from Dallas was planning to visit Bossier-Shreveport to in fact attend a concert. A concert only offered in our area. I think it wassurprising to her because folks from our region often think we have to travel to out-side destinations and bigger metropolitan areas such as Dallas in order to experiencegreat shopping, concerts, events or even good food. That is not the case; in fact, many

locals don’t have any idea what their own backyard holds. We are home to a safe destinationfilled with culture and many things to experience.

The Chamber understands the importance of telling our area’s story and knowing the value ofwhat we offer. Did you know the Bossier Chamber receives around five calls per day from outof town visitors seeking advice from us on where to stay and what to do? In fact, we notice apeak in unique visitors to our website each weekend, typically Thursday - Saturday. Thoseseeking information look to the Bossier Chamber for information about the local scene. Sincewe are a membership organization, we have the opportunity to share our members’ businesseswith those seeking to discover Bossier-Shreveport. Many of the Bossier Chamber’s membersare in the hospitality industry or are attractions and we can proudly share local ‘tips’ abouttheir business. To top it off, we are even able to share our Preferred Military Discount Directory,an online database filledwith numerous discounts ofat least 10% to businessesin our region.

Our attraction members,such as Holiday Lanes, boastwonderful things for both locals and visitors to take part in. Robin Williams, Marketing Mavenfor Holiday Lanes, takes us an inside look into what they offer and the types of programs whichattract visitors to the area:

“Most people don't think of a bowling center as a tourist destination, but we know differently.We work really diligently with the local and state Convention and Tourist Bureau to make surethat Holiday Lanes is known as a top destination in Bossier City. We are connected to the CVBby being members of the Attraction Association. This gives us the ability to share ideas and co-ordinate with other attractions to make our area one of excellence.

“Holiday Lanes is all about FUN. We want people to know that while bowling is a fun activity, italso is a FIT activity. Bowling gets you moving and laughing. Very few sports give you the op-

portunity to have a blast, even if your score isn't top notch.Bowling builds community. We are so excited when we seea family come into the center that is made up of kids, par-ents and grandparents. Where else can you all gatherand stay together to play? We often host groups of schoolchildren who have come to Shreveport-Bossier on fieldtrips. This is a great opportunity for us to work togetherwith our fellow attractions to offer combined event oppor-tunities. Besides wanting to appeal to individual familiesvisiting our community, we also reach out to companieslooking to provide team building for their employees. Wetake great pride in attracting groups from as far away asHouston to take part in our Play Therapy Team Buildingsessions.”


From the Bossier Chamber

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Things to DoBossier-Shreveport offers a host of tourism opportunities

Ginger CollierDirector of Communications,Bossier Chamber of Commerce

What Is A Free Market?Dear Dave,What is your definition of a “free market?”Anonymous

Dear Anonymous,Like with a lot of economic terminology, the politically-correct police have redefined somethings lately. So, you might get varying definitions of the term “free market.”

Simply put, a free market is when buyers and sellers are free to do business. If you want to buya shirt and there’s no impediment to you buying that shirt other than the cash you have inhand, and the seller is allowed to sell that shirt with no barriers or impediments on their end,that’s a free market. Markets that are less than free are regulated markets, and the more regu-lation there is, the more the market slows down.

Free markets have a tendency to be more efficient, and they create things like supply and de-mand curves. Supply and demand curves work better when there’s not a lot of regulation slow-ing down the speed of people doing business. Now, some folks argue that regulation isneeded because people are immoral and will take advantage of others if they’re not regulated.That’s certainly a reasonable argument. The problem is this: like so many other things that arereasonable, when taken to an extreme, it becomes unreasonable.

The truth is that when you study the history of economics, the histories of markets and capital-ism, people who are dishonest are eventually punished by the marketplace. There are always afew exceptions, of course, and there are situations like monopolies and anti-trust scenariosthat come into play. But the idea that you can put enough regulations on things so that every-one is always protected from dishonest people is ridiculous. The market will punish if there’sreasonable access to information. It will punish companies that deliver late or produce poorquality or dangerous products or overcharges.

Don’t get me wrong. A certain amount of regulation is needed in a civilized society. The prob-lem is that we as a people have become so driven by our current nanny-state mentality wehave this idea that, with enough government regulation, no one will ever again experience anykind of pain. But when you move in that direction, you stifle the economy. And when you stiflethe economy and the market can’t move at normal velocity, the speed of doing business slowsdown and that kills jobs.

Regardless, the idea that all businesses are cruel, run-amok entities, and businessmen onlyfunction from their own personal self-interest is absurd. The most profitable businesses, overan extended period of time, are those who don’t function exclusively in their own self-interest.These are the ones who see their self-interest as being served by first serving their customerswell! —Dave

Do employees need to know?

Dear Dave,I’m the bookkeeper at my husband’s law firm. He wants toshare the books with employees, and I’m not comfortablewith the idea. What do you think?Jennifer

Dear Jennifer,Let me first say that I love to share with my team. In manycases, sharing creates unity. But in this scenario, I thinkyou’re right. There should be a separation where very fewpeople inside the organization know the entire picture.

Unless you’ve grown and run a business, you probablydon’t realize how many people there are who don’t knowthe difference between things like gross revenues and netprofit. A lot of them would look at the top line and say,“Wow, that department is bringing in $1 million!” But theyhave no idea that it cost $980,000 in expenses to bring in$1 million, and the silly thing only netted $20,000.

There aren’t many people who have the talent, maturityand emotional strength to keep and handle informationlike that, and not let it ruin them. And the ones who dogenerally end up being great CFOs, controllers and book-keepers.

I’m afraid you’re going to create more division than unity ifyou follow through with your husband’s idea. This isn’tparanoia speaking, Jennifer. I’m just trying to helpyou both be wise.—Dave


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BIZ Newz

Shreveport Chamber outlines legislation as it affects business

WikiMedia Commons

With the 2014 Legislative Sessionentering its home stretch, therehave been a myriad of bills thataffect the business communityand northwest Louisiana dis-cussed, deferred, approved, and

voted down. Through it all, the GreaterShreveport Chamber of Commerce has beenthere watching with a careful eye.

Before the session even began, the Com-mittees and Board of Directors put in manyvolunteer hours to review hundreds of billsand determine what positions the Shreve-port Chamber Board should take. Chamberstaff reviewed more than 1,600 pieces ofstate legislation filed by the Louisiana legis-lature. Then, three different groups of volun-teers fully vetted approximately 334 ofthose pieces of legislation and gave theirrecommendations to the Chamber Board onwhat the Chamber’s positions should be. Intotal, volunteers discussed 334 pieces oflegislation, suggesting positions on 172.

“This process is vital to the Chamber’s po-sition on legislation filed each year. It allows

us to concentrate on the issues affecting ourmembers and northwest Louisiana,” saidVice Chairman of Public Policy Murray W.Viser.

Perhaps, thebiggest legislativeissue the chambertook a position on wasthe debate on disman-tling or keeping theCommon Core StateStandards (CCSS) andits assessment tool,the Partnership for As-sessment of Readinessfor College and Ca-reers (PARCC) test, for

K-12.The Greater Shreveport Chamber of Com-

merce joined a statewide collection of busi-ness leaders at the state Capitol April 2 toshow support for keeping CCSS and PARCC.

"Today's workplace requires a higher edu-cation level and greater skills than ever be-fore. This reform is about setting higher

expectations at each grade level and pro-vides a foundation for the goal of preparingall children for success in college or theworkplace at graduation," said Dr. Phillip

Rozeman, Vice Chair-man of Education.

The day-long de-bate featured a hugeamount of spectatorsand was the mosthotly contested de-bate of the session, sofar. Supporters ofHouse Bill 381 and558 argued that CCSSis detrimental to theirchildren, others asso-

ciated the implementa-tion of CCSS and the PARCC with socialism,communism and government control overtheir children.

On the opposite side, employers testifiedthat many graduates today who are seekingjobs lack the necessary skills and technologi-cal expertise needed in today’s workplace

because schools are using outdated teachingcurriculum and measuring student skills withoutdated tests.

HB381 and 558 were both defeated by avote of 12-7.

“We commend the committee on their re-solve and courage to continue to ‘stay thecourse’ and remain steady on their commit-ment to Common Core State Standards as away to improve our K-12 education to equipchildren to compete for college placementand/or in the workplace, not only nationally,but in a global economy as well," said Dr.Rozeman.

The week of April 11, the chamber sat inon another hot button issue — statewidemeasures to increase minimum wage. TheHouse Labor and Industrial Relations Com-mittee had 11 pieces of legislation to do this,seven of which were opposed by the Shreve-port Chamber. After testimony from those infavor of increasing minimum wage, one whosuggested raising it to $20-25 per hour, a

What Is A Free Market?Dear Dave,What is your definition of a “free market?”Anonymous

Dear Anonymous,Like with a lot of economic terminology, the politically-correct police have redefined somethings lately. So, you might get varying definitions of the term “free market.”

Simply put, a free market is when buyers and sellers are free to do business. If you want to buya shirt and there’s no impediment to you buying that shirt other than the cash you have inhand, and the seller is allowed to sell that shirt with no barriers or impediments on their end,that’s a free market. Markets that are less than free are regulated markets, and the more regu-lation there is, the more the market slows down.

Free markets have a tendency to be more efficient, and they create things like supply and de-mand curves. Supply and demand curves work better when there’s not a lot of regulation slow-ing down the speed of people doing business. Now, some folks argue that regulation isneeded because people are immoral and will take advantage of others if they’re not regulated.That’s certainly a reasonable argument. The problem is this: like so many other things that arereasonable, when taken to an extreme, it becomes unreasonable.

The truth is that when you study the history of economics, the histories of markets and capital-ism, people who are dishonest are eventually punished by the marketplace. There are always afew exceptions, of course, and there are situations like monopolies and anti-trust scenariosthat come into play. But the idea that you can put enough regulations on things so that every-one is always protected from dishonest people is ridiculous. The market will punish if there’sreasonable access to information. It will punish companies that deliver late or produce poorquality or dangerous products or overcharges.

Don’t get me wrong. A certain amount of regulation is needed in a civilized society. The prob-lem is that we as a people have become so driven by our current nanny-state mentality wehave this idea that, with enough government regulation, no one will ever again experience anykind of pain. But when you move in that direction, you stifle the economy. And when you stiflethe economy and the market can’t move at normal velocity, the speed of doing business slowsdown and that kills jobs.

Regardless, the idea that all businesses are cruel, run-amok entities, and businessmen onlyfunction from their own personal self-interest is absurd. The most profitable businesses, overan extended period of time, are those who don’t function exclusively in their own self-interest.These are the ones who see their self-interest as being served by first serving their customerswell! —Dave

Do employees need to know?

Dear Dave,I’m the bookkeeper at my husband’s law firm. He wants toshare the books with employees, and I’m not comfortablewith the idea. What do you think?Jennifer

Dear Jennifer,Let me first say that I love to share with my team. In manycases, sharing creates unity. But in this scenario, I thinkyou’re right. There should be a separation where very fewpeople inside the organization know the entire picture.

Unless you’ve grown and run a business, you probablydon’t realize how many people there are who don’t knowthe difference between things like gross revenues and netprofit. A lot of them would look at the top line and say,“Wow, that department is bringing in $1 million!” But theyhave no idea that it cost $980,000 in expenses to bring in$1 million, and the silly thing only netted $20,000.

There aren’t many people who have the talent, maturityand emotional strength to keep and handle informationlike that, and not let it ruin them. And the ones who dogenerally end up being great CFOs, controllers and book-keepers.

I’m afraid you’re going to create more division than unity ifyou follow through with your husband’s idea. This isn’tparanoia speaking, Jennifer. I’m just trying to helpyou both be wise.—Dave


BIZ Newz

Shreveport Chamber outlines legislation as it affects business

WikiMedia Commons

What’sHappeningin BatonRouge?

With the 2014 Legislative Sessionentering its home stretch, therehave been a myriad of bills thataffect the business communityand northwest Louisiana dis-cussed, deferred, approved, and

voted down. Through it all, the GreaterShreveport Chamber of Commerce has beenthere watching with a careful eye.

Before the session even began, the Com-mittees and Board of Directors put in manyvolunteer hours to review hundreds of billsand determine what positions the Shreve-port Chamber Board should take. Chamberstaff reviewed more than 1,600 pieces ofstate legislation filed by the Louisiana legis-lature. Then, three different groups of volun-teers fully vetted approximately 334 ofthose pieces of legislation and gave theirrecommendations to the Chamber Board onwhat the Chamber’s positions should be. Intotal, volunteers discussed 334 pieces oflegislation, suggesting positions on 172.

“This process is vital to the Chamber’s po-sition on legislation filed each year. It allows

us to concentrate on the issues affecting ourmembers and northwest Louisiana,” saidVice Chairman of Public Policy Murray W.Viser.

Perhaps, thebiggest legislativeissue the chambertook a position on wasthe debate on disman-tling or keeping theCommon Core StateStandards (CCSS) andits assessment tool,the Partnership for As-sessment of Readinessfor College and Ca-reers (PARCC) test, for

K-12.The Greater Shreveport Chamber of Com-

merce joined a statewide collection of busi-ness leaders at the state Capitol April 2 toshow support for keeping CCSS and PARCC.

"Today's workplace requires a higher edu-cation level and greater skills than ever be-fore. This reform is about setting higher

expectations at each grade level and pro-vides a foundation for the goal of preparingall children for success in college or theworkplace at graduation," said Dr. Phillip

Rozeman, Vice Chair-man of Education.

The day-long de-bate featured a hugeamount of spectatorsand was the mosthotly contested de-bate of the session, sofar. Supporters ofHouse Bill 381 and558 argued that CCSSis detrimental to theirchildren, others asso-

ciated the implementa-tion of CCSS and the PARCC with socialism,communism and government control overtheir children.

On the opposite side, employers testifiedthat many graduates today who are seekingjobs lack the necessary skills and technologi-cal expertise needed in today’s workplace

because schools are using outdated teachingcurriculum and measuring student skills withoutdated tests.

HB381 and 558 were both defeated by avote of 12-7.

“We commend the committee on their re-solve and courage to continue to ‘stay thecourse’ and remain steady on their commit-ment to Common Core State Standards as away to improve our K-12 education to equipchildren to compete for college placementand/or in the workplace, not only nationally,but in a global economy as well," said Dr.Rozeman.

The week of April 11, the chamber sat inon another hot button issue — statewidemeasures to increase minimum wage. TheHouse Labor and Industrial Relations Com-mittee had 11 pieces of legislation to do this,seven of which were opposed by the Shreve-port Chamber. After testimony from those infavor of increasing minimum wage, one whosuggested raising it to $20-25 per hour, a

Continued on Page 27

Viser Rozeman


A tip shows your appreciation for a job welldone by someone providing a service to you.Yet today, it seems that so many people havetheir hand out, expecting tips. Tip jars are evenon cashier’s counters!

Keep in mind that many service jobs pay lessthan minimum wage and those employees de-pend on tips for the majority of their income.Do you have to provide a tip? No one is forcingyou. But, consider the message you are sendingto the people working hard to provide you agood dining, hotel, casino, or other experience.

Following are “tips” and simple guidelines tohelp you know what is normal and expectedwhen tipping today. Be aware that each area ofour country, and each city, depending on size,will differ somewhat. Before traveling or attend-ing a restaurant or event, visit your ATM or bankand have plenty of small bills on hand.

Rule of Thumb: For rude and hostile service,provide no tip and tell the management. For

less than desirable service, provide a reducedtip. For the expected or average service, tip thenormal rate. For exceptional service, give an ex-ceptional tip.

TransportationValet Service: $2-3 to the person retrieving

your car.Taxi: 15—20%Limousine: 20%Cruises: Check with your travel agent or the

ship’s purser for that particular cruise line’s tipguide.

MiscellaneousPizza Delivery: $1/box; $5 for large quan-

tityRestroom Attendant: $1; $3+ for special

help such as a lint roller, repairing a hem, etc.Cashier: None. Yet I appreciate their

cleaver attempts at increasing income via thosejars marked “tips.”Restaurants

Fast Food: $1 to server or table cleaner.

Moderate: 15%, less taxesFine Dining: 20%, less wine & taxesWine Steward: 10% of wine cost, up to

15% for help with selection, etc.; $5 minimumCoat Check: $1/coat, plus $1 for additional

items

Personal ServicesHairdresser: 10-20%Shampooer: $1-2Manicurist: 15%

HotelsBellman: $2 per bag; $5-10 for many bags

delivered to roomMaid: $2-3/person per day left on the pil-

lowConcierge: $10 for real effort; $20 for out-

standing serviceBe aware that the more upscale the facility, themore people and larger amounts you will tip.Those that frequent their favorite restaurantsknow that generous tips ensure excellentservice.

Business Etiquette

Showing AppreciationWhat are the guidelines for rewarding service providers?

Teri HaynesOwner of Business Interactions, LLCEmployee trainer and business eti-quette coachwww.BusinessInteractions.Net

LSU economist explained his research thatartificially raising salaries only inflates allsalaries and decreases the available jobs forlow skilled workers and a Louisiana Restau-rant Association representative testified thatsolutions to the prob-lem are in workforcedevelopment and edu-cation. He stated thatearning higher wagesby increasing skillshelps employees self-esteem.

The Labor and In-dustrial RelationsCommittee in turn,gave a thumbs downon all bills that wouldincrease the minimumwage for state residents employed on anhourly basis.

“The defeat of this legislation was impera-tive to the state’s workforcedevelopment. Many employers in northwest

Louisiana already pay above national mini-mum wage requirements. If this legislationwould have passed, employers would haveto consider cutting the number of jobs,” saidShreveport Chamber President Richard H.Bremer.

On April 9, the Louisiana House of Repre-sentatives passed House Bill 482 by Rep.Rob Shadoin (R-Ruston) that limits “venueshopping” in asbestos related cases. The leg-islation will limit filing a lawsuit to the parishin which the person is exposed to asbestos.That will alleviate many of these suits andwill relieve many of the businesses who areunnecessarily included in mass lawsuits evenwhen they had nothing to do with the claim.Voting with the Shreveport Chamber and thebusiness community in favor of this legisla-tion were Northwest Louisiana House mem-bers: Reps. Richie Burfurd (R-Stonewall), RoyBurrell (D-Shreveport), Henry Burns (R-Haughton), Thomas Carmody (R-Shreveport),Gene Reynolds (D-Minden), Alan Seabaugh(R-Shreveport), Jeff Thompson (R-Bossier City) and Patrick Williams (D-Shreveport).


BIZ. Newz

Continued From Page 25

Legislature: Chamber worksto defeat minimum wage bill

Bremer

On May 9, community members will have access totraining that will teach how to be a leader at yourbusiness, with your coworkers, and in your home.Leadercast is a one-day leadership event featuring adiverse lineup of speakers that is broadcast live fromAtlanta, Ga. to hundreds of host sites around the

world. This year's lineup includes author Andy Stanley, Arch-bishop Desmond Tutu, CEO of SAP Bill McDermott, psycholo-gist Dr. Henry Cloud, and former First Lady Laura Bush.

The event aims to build relationships among attendeesand empower them with ability to transform their businessand community through accessible leadership training.

The local host site for this year's edition is River ValleyChurch, just as it has been for previous years in the Leader-cast's history. This year, the church will host the 2014 editionin their new location at 3800 Viking Dr. in Bossier City.

Lynn Barnwell, church member and owner of local Kumonmath and reading training franchise, has attended every yearof the Leadercast. She urges anyone on the fence about at-tending the event to take the plunge.

"I can't think anyone would spend the day listening to thespeaker and not get something really valuable from it — it'sfunny, a relaxed environment, engaging, you get motivation."

She notes the lack of time for leadership training whilerunning a business, saying the Leadercast is a great resourceto gain advice and perspective.

"We don't have enough time carved out just on developingour own leadership skills in a way that really motivates you

and make changes," said Barnwell. "I have 11 students whowork as employees that I have to deal with, but I have to meetwith parents to discuss student concerns and parent issuesand Leadercast has been very helpful in making decisions."

Barnwell explains her belief in the Leadercast's value, say-ing the topics discussed in the simulcast have directly given

her theory she can use to affect change in her business."Last year, Jack Welch, former CEO of GE, talked about nec-

essary endings and you need to prune something if it's notworking. I actually discontinued some families because theyhadn't done what they needed to do and been a thornin my side. There's something like that every year."


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Leadercast coming to Bossier Church


BIZ Spotlight

Most people dream of building a legacy; for KristenBrown of Brown Builders Inc., that is part of hereveryday business. Established in 1971, BrownBuilders specializes in constructing facilities forhospitality, healthcare, multi-family, industrial,community and commercial purposes. They are

one of the largest general contractors in Louisiana and haveexecuted many projects that are instrumental to communitiesfrom Virginia to Texas and Louisiana, including churches,schools, hospitals, government buildings, and much more.

Kristen grew up in the building industry – her grandfatherwas construction titan James M. Brown, and his businesslegacy was passed down to her father, B. Wayne Brown.

“As a third generation builder, I appreciate the complexityof running a successful construction company. It’s a serviceindustry that actually manufactures something, and everyproduct we produce is unique and custom,” Brown said.

She graduated from Washington and Lee University in Vir-ginia, and earned her law degree from Louisiana State Univer-sity’s Paul M. Hebert Law School. She returned to focus on thefamily business and has experienced all aspects of the com-pany, from the field to accounting. This comprehensive tourof duty equipped Brown to step into her ultimate role lastyear – president of Brown Builders.

Brown describes the process as “gradual,” saying, “I havebeen so blessed to have learned from my grandfather, whowas a real pioneer in the local construction industry. I am stillhonored to have my father as a mentor and advisor. Theirwealth of knowledge and experience was and is invaluable toour continued success – we are truly innovating for the futureby drawing on the success of the past.”

Brown Builders is in a unique position in the local con-struction industry thanks to their experience, staff, and bond-ing capacity, which allows them to execute larger, morecomplex projects. Brown Builders was recently chosen to bethe major local contractor on the new Benteler Steel/Tube950,000 sq. ft. manufacturing facility under construction atthe Port of Shreveport/Bossier, which Brown attributes totheir lasting reputation and relationships in the community.

Brown is truly a trailblazer for other women in the con-struction industry. Under her leadership, Brown Builders be-came certified as a woman-owned business. Brown served asthe first female president of the Shreveport Associated Gen-eral Contractors chapter in the organization’s 85-year history.Brown also holds leadership positions in various organiza-tions throughout Shreveport-Bossier, including the ShreveportRotary Club and the board of directors for the ShreveportChamber of Commerce. She is also active with Volunteers ofAmerica and First Baptist Church School. She has three chil-dren – Caroline, 13; David, 10; and Andrew, 8.

Brown feels a deep pride in the business of building com-

munities and relationships, and that legacy is mirrored in her

family.

“There is definitely a sense of pride when I drive through

Louisiana and hear my children in the back seat telling theirfriends, ‘My mamma built that.’ It's truly a field where youmake a concrete and lasting difference in a commu-nity.”

Blazing aTrail in theFamily ‘BIZ’Kristen Brown creatinga legacy in construction

Kristen Brown


Chris JayPublic Relations and Social MediaManager, Shreveport Bossier Conven-tion and Tourist Bureau. He is amonthly contributor to Biz. Magazine.


Chris Jay reviews local food every Tuesday atwww.20x49.com.

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On the playing field or financial field team matters. That’s why when it came time for me to pick a bank, I chose GBT.

The great team at GBT helped me pick the accounts and services that fit my needs. And they’ll continue to

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Chris JayPublic Relations and Social MediaManager, Shreveport Bossier Conven-tion and Tourist Bureau. He is amonthly contributor to Biz. Magazine.


Lunch Break

Arelative newcomer to Shreveport-Bossier’s food scene, Rib Tip Express(2112 S. Market St., Shreveport) is a no-frills, drive-through ‘cue joint serving ribtips, brisket, Maxwell Street-style Polishsausages and more. If you manage to

miss the phrase “Chicago Style BBQ,” which iswritten all over the small, colorful building, themenu’s emphasis on rib tips and Maxwell StreetPolishes – foods that Wikipedia calls “classicfoods synonymous with Chicago” – should tipyou off that this is not your average BBQ spot. I’mno expert on regional barbecue menu variations,but I haven’t seen any other barbecue joints lo-cally advertising rib tips and Maxwell Street Pol-ishes.

A photo of some good-lookin BBQA three-meat platter with brisket, rib tips and Pol-ish sausage ($16) from Rib Tip Express in Shreve-port.

The pork rib tips are flavorful chunks of tender

meat, gristle and cartilage that require sometechnique to eat, but really are delicious. A localobsession on Chicago’s South Side, they are seenthere as a blue collar food that’s gaining a cultfollowing among food lovers in the manner ofgrits or mac and cheese. Guy Fieri is probablydriving his Mustang Camaro towards Chicago totape an episode about them as I write this blogpost. At Rib Tip Express, rib tips will run you from$5-$10, depending on the quantity. They are ten-der, flavorful and fun to eat. If you’re going togive Rib Tip Express just one shot to impress you,get a platter of rib tips. And possibly a bib.

The Maxwell Street Polish is a hotdog made witha particular kind of Polish sausage popular inChicago. Rib Tip Express’ owner and pitmaster,Robert Hutson, serves the Maxwell Street Polishon a bun topped with grilled peppers and onions,mustard and ketchup. There are many less-fulfill-ing things you could do with $4 than buy one ofthese delicious hot dogs.

In addition to his love for barbecue, Hutson issomething of a community activist. On the day Ivisited him, he was watching the documentaryfilm Wattstax on a small TV inside of the shop,getting excited about an upcoming communityevent that he’s organizing. The inaugural Rib TipExpress BBQ Cook-Out at Columbia Park will beheld on Saturday, May 31, 2014 at Columbia Parkin Highland. Hutson is seeking “musicians, per-formers, vendors and foodies” to be a part of hisday out in the park. In describing the day’s activi-ties, he mentioned playing croquet and eatingribs, which pretty much sounds like my ideal day.To find out how you can take part in the event,contact Hutson at (702) 810-0757.

Rib Tip Express can be reached for call-in ordersat (318) 820-5179. Hutson loves catering eventsand will also deliver orders for larger groups. Therestaurant is open lunch and dinner, Mondaythrough Saturday. They accept cash and creditcards.

Barbeque Express LaneRib Tip Express Serves Up Chicago Style BBQ

Chris Jay reviews local food every Tuesday atwww.20x49.com.


shreveportchamber.org/join-today

®

318.677.2500

MY NAME IS HELEN GODFREY-SMITH

AND I AM A SHREVEPORT

CHAMBER MEMBER.

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biz. magazine - may 2014

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