With the new year in full swing, we wanted to know if you find continuing education and certifications important enough to add to your to-do list this year.

“I can assure you, if you do not continue your education/training, your competitors will. Enrolling in finance classes, management classes, supervisor training, new equipment/methods for improvement…all those things are important. Certificates? Not so much unless of course your vocation or profession requires certification. Bottom line—improving yourself, your employees, and your processes help as long as you stay true to your business needs.” —James Beeler, independent consultant

“I met Kevin Monahan from SBDC UNF at an event and found out more about the small business programs they have. As a potential business owner, I can see value in the educational programs. An experienced business owner offered that she put her employees through the classes as training to understand the process and as a teaching tool. I already added this to my to-do list.” —Dave Bachansingh, merchandise marketing manager

“Today’s consumers are more demanding and most have less money to spend, so continuing your education to ensure you are more knowledgeable about your products and services may sway a customer to do business with you rather than your competitor. Additional certifications may make you more marketable, but you’ve got to have the knowledge and convey this to the consumer.” —Mary Habres, accredited home stager, paint color consultant, and interior redesigner; decorating and staging speaker

“Additional certifications are absolutely vital to a small business owner. They give more confidence to the general public who are your customers. Getting the Certified Managerial Account designation is on my to-do list for 2012.” — Keith Johnson, principal, Keith E. Johnson CPA PA

.

“When we stop learning, we stop growing and get stuck in our ruts. We start thinking, “This can’t be done” and so forth. It’s why I believe in being a part and product of the process and hired a coach, even though I am a certified coach. We rarely see our own blind spots. I believe you will always get some nugget from any continuing education or new certification program!” —Kathryn Hatcher, owner, Key Coaching Associates

“I think continuing education is critically important. I’ve had many clients who get so involved in day-to-day activities that they forget that if they don’t keep up, they’ll find their business down as people begin to think they are out of date. Besides, any type of class will stir your brain so you find yourself with new ideas for your business. If you learn one new thing out of a class, it was worth the effort. Education is salvation.” —Luann Allen, business and marketing expert, and author

With the new year upon us, we wanted to know if you are making any changes in 2012.

.

“After 5+ years, I’m opening an office; adding specialized marketing, branding and consulting services, and more interns; and partnering with trusted colleagues on items I am not always able to work on, but some clients may ask for. So excited and ready for great things in 2012!” —Camille Clement Gregg, CEO, chief excitement officer at Outside The Box Consulting, LLC

“2012 policies and procedures are all around digital media and online communications. We will be helping more small businesses (SMBs) implement social media guidelines and online monitoring programs, as well as building out social media campaigns this year. I see SMBs doing a lot more in this space in 2012, but they first have to be informed about the possibilities of engaging with buyers online. What’s held them back to date is a sense of overload, in particular fear of the resources required to meet the expectations of social media users.” —Ilona Olayan, marketer, researcher, strategist, and social media zealot

“For 2012, I will be focusing on client communication—especially making sure clients get called back, which is always a challenge for me. My New Year’s resolutions are to simplify and recover.” —Keith Johnson Principal, Keith E. Johnson CPA PA

.

“I have a number of new implementations, but since I am fairly fresh out of the gate owning my own business (no solicitors please), there are plenty of implementations I need to continue working on.”—Tommy Hobin, digital marketing consultant at Mind Jar Media

.

“We will be implementing social media for 2012.” —John Gray, human resources director at England-Thims & Miller, Inc.

“I will ensure that all calls to clients will be returned within a 24-hour period.” —Pat Council, host of “Designing Your Life, Today” Radio Show at True Thoroughbred Enterprises

It depends on the business and the image your business wants to project. As a professional in commercial real estate, I am frequently showing properties in the summer heat. I wear cool summer sleeveless dresses, often with classy sandals. If I am not meeting clients (it happens very rarely) I might have flip flops, but I carry other shoes with me…just in case!—Carol Kinnard, commercial associate, Commercial Asset Partners Realty

If you have no client/customer contact then I do not see the harm in relaxing it somewhat. However, if you will be interacting with clients on a regular basis, then flip flops (the beach, less-dressy type) or tank tops are just a little too casual. This statement coming from a girl that grew up at the beach and wears flip flops in ice rinks!—Ashley Lyon, administrative assistant, Jacksonville Regional Chamber of Commerce

I think the dress code should fit the workplace. For those with close face-to-face client contact, a “smart” business casual could be appropriate. However, beyond deciding a dress code for the summer is setting an appropriate company culture that ensures the right mindset from the employees year round. If companies spent more time empowering and engaging employees, productivity would naturally increase and there would be less worry about a dress code.—Chad Sorenson, president, Adaptive HR Solutions, LLC

Let’s relax a little more when it’s 90+—a logo short sleeve shirt or logo polo with dress slacks for men or skirt for the women along with a nice pair of shoes. Wear a light weight navy blazer or conservative sport coat when meeting clients or out in public. Slip the jacket off when working in the office or in meetings. No shorts, T-shirts or flip flops.—Jack Manilla, president/owner, Portofino Pools and Technical Institute

It depends on the industry you are in and whether you are in an office environment, warehouse environment, etc. Flip flops are not appropriate in the workplace, unless you are selling flip flops. Then there are safety issues to take into consideration, too. Our employee manual clearly states what is appropriate and what is not. If an employee is inappropriately dressed, the appropriate dress needs to be discussed with them. Your employees are a direct reflection of you and your business and sometimes they will push to the limit what is approved for your business.—Patsy Underwood, owner, Atlantic Laser Office Products

My brand image is when someone thinks of me they should automatically see me in their minds eye wearing a long sleeve dress shirt, tie and suit coat. I did try wearing a polo shirt for two months as a test. At the end of the two months I put the suit and tie back on and met with the people that know me. I asked them what they thought the last time they saw me in the polo. It was 100% confirmation that this looks better and it is who I am.—Thomas McKay, MSM, owner/manager, McKay Financial Solutions, LLC

Depending on the client, I usually wear dress slacks and a logo’d polo. I believe this still conveys professionalism without sacrificing creditability. Nothing was worse than when I was a pharmaceutical rep and would see other male reps walk into an office pouring in sweat because their manager made them wear a dark suit (jacket always on) when it was 100 degrees outside.—Shaun Salari, Merchant Services Brokerage & Consulting

I am an old-timer, but I still feel that I perform better when I dress the part of a professional. As long as I am wearing a tie and a shirt, I feel that I am “in the mood” to do business and that I transmit that feeling to my clients as well.—Haim Cassorla, independent insurance agent, Aflac

.

Lord yes, especially with folks who do outside sales. The people we call on in Jacksonville Florida (the home of the PGA Tour) generally wear nice looking shorts with a golf shirt. It looks odd when you walk in to a business with a shirt and tie and the person you are talking to is in shorts. You don’t look like you identify with your customer. I agree that flip flops, tank tops, and short shorts are not appropriate in the work place, nor does it look professional. I do believe that you need to be on the same playing field with your customer. One of the smartest bosses I’ve ever had in sales told me that a customer thinks the smartest people in the world are people who think just like them.—Rob Nicholson, director of sales, EIG Productions

Sometimes the old saying of “give an inch and they’ll take a mile” can come in to play. It also depends on where you work and the type of job you do. If you are in a clerical position and never see customers, a casual dress code is appropriate, without going too far (SHORT shorts, etc.). As a front-line employee or outside salesperson, use common sense. I don’t think you can ever overdress. Be smart. If I walk in to meet with a potential client and I have a coat and tie on and they are dressed for their tee time, I would take my jacket off and put it on the back of the chair. I might even make a comment or a joke about my formal attire and how I wish I was dressed as casual that they are.—Darrin Franz, consultant

While there are some casual clothing pieces that may be appropriate, tank tops, short shorts, flip flops, short skirts, or any other revealing article of clothing are not appropriate at any time in a professional office.—Lucille Ferry, CEO, The Foxglove Foundation Inc.

.

In 1999, as the director of HR operations at BlueCross BlueShield of Florida, I was challenged to create and coordinate a revised “dress code” to bring the company into the new millennium. After much research and thorough coordination across a fairly large business (10K+ employees), we decided it was easier to define what was out than what was in in terms of attire. At the time, flip flops, tank tops, collarless shirts (for men), short shorts for women, sandals, for men, etc., were out. The various studies about the impact of “dressing down” are mixed in terms of the impact, albeit anecdotal, of allowing employees to “dress down.” Of greater importance, perhaps, is the leadership culture that is present in the first place. I also believe that wearing a suit to a client meeting provides some credibility until one opens his or her mouth. Then, the suit doesn’t matter as much anymore. What matters is the relevance/quality of the advice as perceived by the client or prospect relative to what they have received from your competitors.—Brian Mickley, vice president & COO, Petros Estate & Retirement Planning/Woman’s Worth, LLC

It doesn’t seem like it matters what season it is, women always have more leniency in dress: open shoes including sandals and flip flops, sleeveless tops, etc., It really does not make sense any more in today’s world to wear suits and ties, but I think it should be the same for both male and female. If women can wear sandals and flip flops, men should be able to as well. It just does not seem to be acceptable no matter the dress code.—Wayne Huffman, JDE, consultant, Business Process Analysts, Inc.

The heat is oppressive, no doubt about it. But as Carol said, you have to dress appropriately with clients. In the summer I wear sear-sucker or khakis, but I always have on a tie, because at the least, I know I may not want to wear a jacket, but a collared shirt and a tie can always show a level of professionalism to prospects and customers.—Jack Bobeck, box/file storage guru, paper to paperless expert, Imaging Source and Shredding Source

We moved from western North Carolina where dress shirts and ties were the norm. Here, I think that in some service-type industries collared short-sleeve shirts or polo’s with dressy shorts and tennis shoes should be acceptable. In a more professional setting, khaki or lightweight slacks with a short sleeve dress shirt and tie should be acceptable, similar dress for women. I still don’t think flip flops or tank tops fit in business environments.—Jim Frank, president, Safe Harbor Solutions, LLC

I think that dress code should be based on industry expectations. If you are dealing with the public then dress as would be expected for your field of work. If you are not in the public, then I don’t see a problem with dressing down for the hot months. So, I guess in my case I could wear an orange apron and a pair of jeans and be a representative of what the consumer thinks a flooring salesperson should look like….haha. I’d rather send a message of professionalism here at my business. —Rene Carter, president, Family Abbey Carpet and Floor

I think the dress needs to be appropriate for the situation. Sometimes that is a jacket and tie, often not. Flip flops and tank tops clearly are not appropriate in most business settings.—Jon Cummins, CEO & president, Paramount Performance Marketing

Hmm that’s a tough one in today’s casual society. Flip flops-no, sandals-dressy ones, tank tops-no. Then how does management help staff determine what is allowed? By showing pictures and giving examples and using themselves as examples. One problem I have is that some women don’t seem to have personal pride in their dress. They allow themselves to wear blouses and shirts and tops and dresses where [cleavage] is all but falling out of what they have on top. That is not professional; that’s not even good personal female pride in one’s self. There is a time and place for everything and the work place is not the place for a woman’s breasts to be hanging out.—Anita Currier Stelling,  CEO/founder/president/owner, www.shopbestweddingsite.com

Absolutely! We are a family-owned printing and mailing company that offers free delivery and pick up to most Jacksonville locations (with some exceptions). While we still maintain the service, we have really had to try and group our deliveries better. —Jan Knight, customer service advocate, Futch Printing & Mailing

.

As a property appraiser, gas prices are always a concern. Just have to live with it and combine assignments when possible. —Bruce Swearingen, owner, Swearingen Appraisal Services

My office is just minutes from home, but I also work from home frequently thanks to technology. I agree with Bruce; when there is a lot of traveling, we just need to absorb it. —Donna Shaw, broker/managing director, Platinum Realty Enterprises, LLC

.

Personally, I try to coordinate my trips to make as many stops in the shortest distance. As for the business, it’s another increased expense that we must absorb. It has not seemed to have an effect on business yet. —Fred David, president, PostalExpress Direct Mail

.

I use the phone and Internet more to get files. I also combine client trips if possible. —Keith Johnson, principal, Keith E. Johnson CPA PA

.

.

Unfortunately, my business remains the same. As a print consultant, my days include driving everywhere. It has really hit my pocketbook though and I hope it changes soon. This economy cannot stand another sustained hit. —Pamela O’Toole Woodworth, print consultant, All Purpose Printing and Graphic Inc.

.

I try to schedule appointments in the same area around the same time but of course that doesn’t work all the time. —Debbie Herrera, senior property manager, St. Johns Realty Group Inc.

.

.

I second Ms. Toole’s response, but working as a meeting professional at a major meeting facility in northeast Florida, I’m noticing that groups want to meet in a more regionalized manor. Meaning, instead of a national meeting that would bring all of their people to one place, they will have four regional meetings around the country, for example. Of course gas (transportation) is a major factor is a lot of meetings. —Bruce Lacey, associate director of sales, Hyatt Regency Jacksonville Riverfront

.

I use remote desktop technology to service my clients with PC support and web design services. Most of my sales calls can be done remotely. I even send my new clients a picture of me so they can actually know who I am for the first meeting even if it’s a remote session.—Rick Kane, owner of XTREME IT, Inc.

As a Realtor serving Jacksonville, St. Augustine, and Palm Coast, I try to coordinate my days. On the days I commute, I show property, go to the office, check signs and flyer boxes, run errands, etc. Naturally, I use my GPS to find the shorter routes. Other days, I make phone calls, network, and work on technology from home.  —Debbie Da Silva, broker associate, Prudential Network Realty

I mark out a daily route for everything. Because my mileage is a tax deduction, I make sure that any stops I need to make are included either on my way out or on my way back in to my home. This saves on gas, time, and wear and tear on the car. —Cheri Jones, Owner, Angel Care and C. J. Services Workforce

Winn-Dixie and Shell have teamed up for a “Fuel Perks” program. You save a few pennies, but every bit counts, right? —Carlos Gil, CEO/Founder, JobsDirectUSA.com

.

We also take advantage of Winn-Dixie’s fuelperks! program that gives discounts on gas purchases at participating Shell stations. It’s easy to amass discounts of 50 cents per gallon or more when doing your weekly grocery shopping. The key is using the new Customer Reward Card— it gets you discounts in the store and then gets you discounts at the pump. —W. Patrick McSweeney, APR, senior account manager, St. John & Partners

I hate to track mileage for my business, but I am forcing myself to make it a habit.   —Celesia Laymon, Owner, Jax Media, LLC

One way is to ride JTA. Once a week or more will help save on gas, save on frustration at other drivers on the road, and give you time to relax before you get to the office. —Lucille Ferry, CEO, The Foxglove Foundation, Inc.

.

I am really looking at trading in my current vehicle for a more fuel efficient one. I thought 21 miles to the gallon was good, but man is it expensive (especially right now). —Kimberly Deas, director of marketing, Tioli Marketing

.

I map out my destinations so I don’t burn excessive gas. I can’t do anything different concerning the cost of gas except to pray and keep God first in my life. I still have to go to work and attend business meetings, church services, and other social events. Life goes on and I continue to use wisdom in my decision making. —Victoria Poller CEO, Ms. “V”s

I combine trips and try to do a better job of targeting which meetings to attend.  —Keith Johnson, principal, Keith E. Johnson CPA PA

.

.

I bought a used 2010 Toyota Prius. I drive 45% city/55% freeway, and I get an average of 60 miles per gallon. —Christine-Anne Platel, president/owner/life coach and voice movement therapist, Conscious Connections

I recommend scanning and emailing documents and paperwork versus site visits.  —Greg Craddock, vice president, PEO Professionals

.

.

I am not driving as much, am carpooling more, buying gas earlier in the morning when it’s cooler outside (gas expands in heat), and only pumping the gas at half speed (keeps vapors lower). I also invested in bicycles for the whole family. We live in the Oceanway/Dames Pointe area of town, so sidewalks are sporadic; however, people have been accommodating. If it’s 3 miles or less, we bike.  —Eric Doss, channel account manager, AT&T

I think twice about how to plan my routes and only drive when necessary and I use the GAS BUDDY APP on my iPhone to find the lowest prices near me. It is great.  —Peter Gentry, managing broker, Florida Commercial Real Estate Services LLC

1. Drive the speed limit. 2. Use cruise control as much as possible. 3. Keep your cars RPMs under 2,000 as much as possible. I drive 28 miles a day to work and I get about 2.5 to 3 weeks on a 16 gallon tank of gas in a 2003 Camry. It takes patience and persistence, but it can be done.   —Jim Macdonald, Guardsmark LLC

It has definitely caused me to be more organized before I head out the door. —Heather Stockton, president, Stockton Construction

.

These are all great ideas for saving gas personally but my thoughts went back to when I had a company with 42 step vans on the street every day. We had a computer system designed to route the deliveries (I am sure that would be off the shelf by now). Put a map and a GPS in each vehicle. Create limits for the deliveries you do in house, consider outsourcing delivery to someone else, develop a surcharge when fuel costs reach some pre-established level. And more than anything else train the drivers to think, the customers to be realistic, and the staff to be creative. Ask them to think strategically about how to solve these issues every day. It will be the people on the front lines who will come up with the answers if they are trained, encouraged and rewarded to think strategically.   —John Chappelear, President, Changing the Focus, LLC

I sell real estate and so I have to drive…. but I am working from home as much as possible. —Joanne Samuelson, TRC, e-PRO, CDPE, IRES, CIPS, realtor, RE/MAX Specialists

For full size pickup trucks, cargo vans, and SUVs, the rear axle differential ratio makes a difference in fuel economy. A 4:10 ratio gives you great load pulling capability but it’s not efficient at highway speeds. A 3:31 axle (ex; Ford F150) will get the best fuel economy but it won’t pull a heavy load easily.   —Robert Smith, commercial vehicle leasing agent, GT Leasing

I don’t go unless it’s absolutely necessary, drive the speed limit, use cruise control, keep tire pressure up and use 5W-20 Synthetic motor oil. I drive a Ford Fusion Sport V6 and average about 23 to 25 mpg on the road, about 17 to 18 in town. I also use the Internet to its fullest extent for public records, maps, aerials wetlands info environmental mapping, etc.   —Charles Gardner, MAI, C S Gardner & Associates, Inc.

I suggest turning off air conditioning if you can stand it and leave your windows cracked, but not all the way open—too much drag resistance. I drive a Tahoe and have noted on the average mileage calculation that air conditioning can decrease mpg by as much as two mpg. I also still see people leaving their cars idling with the ac on while they go in convenience stores. Driving 65 mph instead of 70 also increases mpg by one to two. If you’re in need of new tires, check the style to make sure you get an efficient tread design, this makes a big difference too. When I have to trade in the Tahoe, I definitely will get a smaller vehicle, more fuel efficient.  —Harry Way, southeast sales manager/chocolate specialist, Netzsch Fine Particle Technology

The Gate gas stations are selling a free, re-loadable gas card that saves you 3 cents per gallon. You simply give them the cash and they load the card. Then use the card at the pump as you would any credit card.  —Jerrell Williams, property manager, Turnkey Property Management

I also use the Winn-Dixie and Shell “Fuel Perks” from time to time. And yes, every penny you can save helps.   —Gloria Roden, private consultant

.

We are taking second looks at appointments and meetings, trying to move as much as possible to online venues, not as business effective, but more cost effective.  —Jim Frank, president, Safe Harbor Solutions, LLC

Little to no recreational driving and linking trip purposes to a single trip.  —Sam Bunting, sales and marketing manager, Servpro’s of Mandarin, The Beaches, Ponte Vedra and St. Augustine

.

I use my Winn Dixie card at Shell. I grocery shop for my elderly Parents and for my family. I sometimes save up to .90 cents per gallon. Always get at least 20 gallons to get the full benefit of the discount. You just have to use before the end of the month because it goes away each month.   —Rebecca Gold , special assignment officer, Supervisor of Elections

Yes, I use the Winn Dixie gas card too. Plus my wife had to buy a new car, so she purchased one with 4 cylinders instead of the 6 she had earlier, much better mileage!   —Chuck Hall, owner, Web Marketing of North Florida

My hubby & I have a SUV and a pretty fuel efficient car. As long as I don’t need to move furniture that day, we decide who will be driving more and they get the car. It’s a bit inconvenient but it is paying off!  —Christy McCarthy, owner, Interiors Revitalized

I use the Gate card and the Winn Dixie, too. I live in a rural area and work from home, so there was no reason to have two cars. I sold my car and bought a 150cc scooter. I use the scooter for running around to do small errands. When I need the car, or the weather is not good, I take my partner to work and use the car during the day.   —Susan Smith, ranger, educator, entrepreneur

Currently I am consolidating trips so that that I only drive when I have too and I am watching my RPM making sure my driving is more efficient.   —Hector Cisneros, president, Website Know How

We wanted to know what small business owners felt is the biggest issue the new mayor should address (i.e., budget, taxes, jobs, schools, labor relations, etc.) and it lead to a discussion among respondents. Read to see if you agree.

Jobs. The new mayor has to look at how the decline in business and the economy, the loss of jobs, and the shortfall in revenue can be overcome by bringing new business, new jobs, and new growth. The economic impact would give the people something to look forward to, and something to brag and cheer about. Right now, they see a downward spiral; new growth would help them see how we can overcome and be a city with a future that is optimistic instead of pessimistic.

—Lucille Ferry, CEO of The Foxglove Foundation Inc.

.

I have no interest in paying $10k per year for my 5 year old to go to kindergarten, but feel I have no choice with the public school system in the shape it is in. How do you intend on working with the school board to fix this problem?

—Charles B. Jimerson, Managing Attorney at Jimerson & Wilson, P.A.

.

Transparency—before we can address anything we should know what we are really working with!

—Lyndah Malloy-Glover, RN, CCP, Editor/Writer, Blogger at ABYSSJazz Magazine

.

Education. Without improving the quality of our schools and getting parents involved, nothing else matters.

—Keith Johnson, Principal, Keith E. Johnson CPA PA

Some responses we received after asking, “What is one item of technology a small business can’t go without and why?” are listed below. Some may surprise you, others will not.

“As a freelance copywriter, I could not do my job without the Internet, my computer, and cell phone. I remember way back when I needed to do research, I had to go to the library. Now I just click my mouse and I can become an expert on any subject. Plus, my client base is no longer restricted to a geographic area. From a writer’s point of view, I think the computer is better mightier than the pen.”

Garry Haralambou, owner, The GH Group

.

“I couldn’t go without a smart phone that has access to the Internet and e-mail. As a business owner, you are not always in front of the computer using Outlook. It is nice to be able to communicate via e-mail while on the go, or at home while my wife isn’t looking!”

Jason Smith, president and CEO at GJS Consultants LLC

.

“I agree with Jason Smith. A smart phone is vital in today’s time. You get your calls, e-mails, and can connect via social. It’s really kind of unfair since smart phones today have so many different functions.”

Kenny Harper, owner at Key Theory

.

“MS Outlook ticklers. With a heavy volume of deadline-sensitive cases, our firm is very committed to reminders to ensure our clients rights are constantly being protected and their interests being advanced. And yes, the iPhone is pretty cool too. E-mail at all times of the day is a blessing and a curse.”

Charles B. Jimerson, managing attorney at Jimerson & Wilson, P.A.

.

“For me and my team, it’s my project management system. I assume Internet and communication devices are a given. As a small business owner, with an ever-growing number of clients, having a system I can access from anywhere and on the go via a mobile app is essential for me to keep my team on task for what needs to get done and when. I use basecamp, and although for pure PMP certified project managers it doesn’t offer enough management, it’s perfectly suited to easily allow my clients in so they can interact with the team, add tasks, and review progress, which saves me time daily. Without some sort of management tool to coordinate all that, I would be swamped looking for e-mails or files on my PC.”

David McGraw, president and director of technology at Oyova Software LLC

Review, revise, and improve my marketing plan for 2011.  I plan to leverage my nomination as 2011 Small Business Leader for the Downtown Council of the Chamber. I am especially interested in expanding and developing electronic media avenues to enhance my website, such as a blog posts linking to my website and greater use of social media.

—Peter Gentry, managing broker, Florida Commercial Real Estate Services

.

.

The one that has me excited is to make sure I’m using technology to its fullest capacity to generate more business and better manage existing contacts. I’m signing up for some continuing education classes in January and looking forward to Advantage Business’ lunch and learn on the subject on the 25th. Closely behind that, if not equal to, is to make certain my productive hours are spent pursuing the most-profitable types of clients. This time last year, I didn’t have a “rear view mirror” and now I do.

—Rebecca Walden, president, First Coast Signs Inc.

.

My goal for the new year is to make Pet World a great working experience for the staff as well as being the premier shopping—puppy therapy—experience for customers. How can we impact the community with our volunteer work with animals, and make a difference in the lives of those we serve.

—Lynn Lamoureux, owner, Pet World

.

My New Year’s resolution for my business is better time management. I need to ensure that I’m networking at least once a week, participating in on-line social networking, reading business-related books – one hour a day, following up weekly with other networkers I have met,organizing my office daily, keeping up with my accounting and writing at least one blog post a week. How to fit all of this in while exercising regularly, maintaining my household, regularly attending church, actually doing my job of staging or decorating, and having time for family and friends will be the real challenge

—Mary Habres, owner, Encore Home Staging and Redesign

.

Different goals for different lines of my business: For Thompson Writing & Editing, my goal is to seek more of the larger, high-paying projects I’d initially envisioned. For OldMaidCatLady.com, I want to build it into THE place people think of first online when they need cat supplies or any cat-theme products. For both of them, I want to get more organized and concentrate on documenting processes.

—Lynn Maria Thompson, president, Thompson Writing & Editing Inc.

.

.

I have two: 1) Figure out the dadgum social media sites and how they REALLY work, such as LinkedIn, Facebook, YouTube, Twitter, etc., and 2) Increase billings and net client base by 10%.

—Keith Johnson, principal, Keith E. Johnson CPA PA

.

.

To have people understand what Foxglove really is all about and why we will help any family instead of just the homeless; why we will work with any displaced worker and not just the chronic unemployed; and to get more opportunities to come to groups, organizations, and associations and talk about Foxglove.

—Lucille Ferry, CEO, The Foxglove Foundation Inc.

 The new year is right around the corner and ADVANTAGE: THE RESOURCE FOR SMALL BUSINESS wants to know if the outlook for hiring in 2011 looks good for you and your small business.

We are hiring account managers who have experience in home health care sales. We pay a salary plus commissions, plus bonus, and car allowance. With a 70% increase in home health care sales predicted in the next 10 years in Florida, this is an industry that has not been affected by the down turn in the economy in the last two to three years. Top performers presently make six figures a year in home health care sales, and the 70% increase in the next 10 years, makes this industry a great opportunity to reach your financial goals and have job security in sales. —Danny Stella, ConfiCare Home Health Solutions Medical Office Expert at The Associated Medical Office Experts

 Yes, we will hire a net of two FTE (current staff 5.5FTE) —Lewis Hunter, principal at ROCG Americas

 I will continue utilizing interns from local colleges and love their energy, willingness and excitement to learn about marketing. It’s wonderful since they get experience, money for school, and I do not have the cost of full time employees and large overhead. A Win-Win for Small Business!! —Camille Clement Gregg, CEO, Chief Excitement Officer at Outside The Box Consulting, LLC

Whether it’s hiring more staff, changing the hours of operation, marketing their services more than usual, or limiting time off for their employees, many small businesses operate just a little differently when it comes to the holiday season. ADVANTAGE asked its readers what they do to prepare and plan for the holiday season.

 It is the slowest time of the year for us so we work on things we need to do for the upcoming tax season, like order filing supplies and folders, write out new year information letters, and get tax organizers put together to send out to our clients. We also work on getting out articles on the new year and its tax changes. We’ll be using this time to upgrade our website and networks as well. A lot of little things to do to get the infrastructure in place for a big tax season ahead.

—Keith Johnson, Owner, Keith E. Johnson, CPA PA

We’ve created a holiday gift guide that is posted on our website and distributed to our customers. In addition, I hire seasonal workers to assist in the production and delivery of our arrangements. I am also only open for limited hours on Thanksgiving Day, and am closed Christmas and New Year’s days. —Lauren Little, Owner, Two Edible Arrangements Franchises

Last year, around Thanksgiving weekend, I sat down in my office and created my business plan for the next year. The business plan gave me a roadmap for 2010 and I have stayed on course. I plan to do the same thing this year.

—Thomas McKay, Owner, McKay Financial Solutions LLC

With the right attitude and a strong cup of coffee, I begin implementing my strategy to under promise and over deliver with each customer that walks through my door. I want to create a memorable shopping experience for anyone looking for a puppy, getting their pet groomed, or just needing a little puppy love therapy. I look around to make sure my staff is feeling the love and helping me develop this fun, attractive atmosphere throughout the day! —Lynn Lamoureux, Owner, PetWorld

Being in the service business, the downtime is a perfect opportunity to perform long duration maintenance tasks. But not working is not a possibility or smart as some of these items can take days, and stopping part of the production for days is just not possible. —Robert Sexton, IT Consultant, Sexton Companies Inc.

Life crisis situations do not stop because there is a holiday so I will be working right through. —Lucille Ferry, CEO, The Foxglove Foundation Inc.

We work [extremely hard] and then close the office between Christmas Eve and New Year’s Day.

—Lewis Hunter, Owner, Hunter & Associates PA

We generally work up until the 19th and take off until the fifth of the year to recharge and set our plans for the following year.

—Jigs McHugh, principal, Lead Generation Marketing Inc.

Networking is a key method to build a small business. ADVANTAGE: THE RESOURCE FOR SMALL BUSINESS asked readers about their experiences (and tips) in networking. Here is what they told us.

 Be interested in people! You have to take a sincere, active interest in people to generate conversation and friendship. People like doing business with people they like. Ask questions and take an active interest by listening.

— Steve Valdes, ThermaServe Mechanical Systems Services www.thermaserve.com

To get the most out of networking, think of it as any other type of marketing activity, and before you start, develop a strategy. Be deliberate in selecting a networking group for its opportunities. Ask an existing client to invite you to a group and introduce you around. That way, you avoid not knowing anyone in the room, and you are being introduced by a client, which serves as an endorsement of your capabilities. Networking is work. Work smarter, not harder.

—Sandra Brooks, president at Brookslacayo, www.brookslacayo.com

The goal of the people who attend networking meetings is to grow their businesses. These men and women know that what they have can make a difference in someone else’s life. The really good networkers will take a newbie under their wing and teach them how to break down barriers and use the 15-, 30-, and 60-second commercials/elevator speeches.

Networking is work. It is not just a social event. Networkers meet to grow by giving and getting referrals, giving information, working toward a goal that he/she has set for the week. Not one person in a networking group may ever buy a single thing from you. But from this group you may get one or more referrals that will lead you to more people and more opportunities.

—Lucille Ferry, CEO, The Foxglove Foundation, Inc., www.foxglovefoundation.org/

Networking was not natural for me, yet I knew networking was the only way I could build business contacts to get referrals. So, I started networking with organizations that have a similar client base as ours. Before starting to network, I read a book entitled, Endless Referrals by Bob Burg. I learned that networking it is not about me. It is about how I can add value to the person I am meeting or to their clients. If there is a good match, the probability of a getting a referral increases dramatically. Once you get the referral, you have instant credibility.

—Bob McKenzie, McKenzie HR, www.mckenziehr.com

I did the shotgun approach with networking for many years, and it worked to some extent. However, as my business started growing, I found I had to take a rifle approach by focusing my time on areas that could be most productive. At this stage in my career, that means focusing more on professional networking (with other CPAs) rather than networking in business groups. That’s what you need to watch for in networking.

—Keith Johnson, principal, Keith E. Johnson CPA, PA, www.kjohnsoncpa.com/

Networking is an invaluable tool for anybody but it can also be a huge time waster if you don’t do it right. Good networkers are able to introduce themselves with a clear audio logo so that after saying, “I’m a [CPA, lawyer, computer consultant]” dead silence does not follow.

My best advice to newbie networkers: Create a problem-oriented audio logo that includes a solutions statement about the benefits you provide. Prepare stories to explain the “How do you do that?” question that will follow. Formulate a unique competitive advantage that allows you to stand apart from others.

—Graeme Nichol, Arcturus Advisors, www.arcturusadvisors.com

Consumers love them—discount coupons for goods and services. Printed coupons have been around for years, and now they are emerging from cyberspace through sites such as Groupon, Jacksonville.com’s Daily Deal, and others. Advantage was curious to find out how well they work for small business owners. We asked, “Have you used e-coupons or print coupons in your business? What has been your experience?”

Don’t become a ‘coupon king’

Mark Parow

We have used e-coupons and print coupons as a marketing tool to attract new customers, but we do so carefully, because we don’t want to become a “coupon king.” If you use coupons, don’t be tempted to offer them too often or you will find your customers will only buy when you offer a discount.  We have found that announcing a new product or service without any coupon also generates business by keeping your name in the customers mind. For us, a good mix of product announcements, industry information, and the occasional coupon seems to work the best.

—Mark Parow. EnvisionNet, www.onlinetoner.net

Audrey Hernandez

Advanced Technologies Solutions utilizes coupons for discounts on our training services, software sales, and our CAD EXPO one-day training events.  It has allowed us to optimize our business performance by driving attendance to events and increasing product sales. Coupons help us to  provide cost-effective solutions to our customers so that they can remain competitive in today’s market via software solutions and customized training.

—Audrey Hernandez, president, Advanced Technologies Solutions, www.atsiCAD.com

To share financial information with your employees or not? Small business owners differ in their opinions.

I teach my employees how to read the income and profit and loss statement. I talk to them about how each line item relates to what they do. They are encouraged to provide feedback on how we can cut out unnecessary expenses and refine processes. By including them in the process I am building a strong team.

— Donna Reade, Car-Tech USA, www.car-techusa.com

Isabel Graf

Owners should share some information so employees know how they can impact the business’ success. They need to educate their employees about the numbers and how the employees’ role in the business. I am not suggesting that the owner has to share all information—just the measures that help employees understand the importance of their jobs. Any information that you share needs to include an educational piece.

—Isabel Graf, Owner, Insights2Talent, www.insights2talent.com

Small business owners should consider sharing selective financial information. Sharing key financial metrics can be used to shape behavior and to celebrate the success of individuals or the entire team. We hold quarterly meetings with our employees and like to be as transparent as we can with information. We also have annual incentive programs directly related to our overall financial performance.

—Diana Otwell, Spectrum Signs and Graphics

www.SpectrumSignsFL.com

In today’s economy it’s imperative to share key financial information with all employees. Employees need to know the budget is and how the company is doing. In this way they would be more productive so you can hire talented people  to play for your company. They will be protecting the secret for your business’ success, their talent.

—William G. Mora, president and CEO, GM Consulting-Gamma Brands,
http://www.gmconsulting-gammabrandsexport.us/

I believe you should share the theme of your financial information. In small companies, employees often feel they are taking a risk working with a small company over larger ones, so to keep them in the loop with how you are doing is smart. If handled correctly, you will inspire some to work harder and turn it around, and in good times, add to the momentum of your growth.

—David McGraw, founder, Oyova Software LLC, www.oyova.com

Information should be shared. However, most smaller businesses lack a way of presenting the numbers in a means which can make sense to everybody. Their accounting (bookkeeping) is poor and the applications have no dashboards so whatever is shared is lost on the employees!

—Graeme Nichol, president, Arcturus Advisors
www.arcturusadvisors.com/

A small business owner should consider sharing financial information with employees concerning if payroll will be made.

—Donald J. Flynn, Don Flynn Pictures, Inc., donflynnpictures.com

I believe financial information should be topical so your team can understand your concerns and how issues could be resolved.  Include them in the process so that they feel they are part of the solution. However, I do not believe that you should reveal financial statements to your team.  In my 32 year career, I have never seen this done.  

—Sheila Collins, Collins Capital Management, Inc.

www.collinscmi.com

I never shared my company’s financial information with employees, except to demonstrate broad growth trends and how to analyze them to determine if new positions should be added. Running the company is not a group project. You can share your vision without sharing a financial report.

—Linda Nottingham, president, JAX Realty Advisors, Inc.

Editor’s note: See more comments on this topic at the Jacksonville Small Business Advantage group site on LinkedIn (www.linkedin.com.)

The recession has caused many companies to cut back on awarding increases in salary—a method many managers traditionally rely on as a motivator. Advantage asked its readers for suggestions on keeping employees motivated when budgets are tight. Here are their answers.

Use a personal touch

Isabel Graf

The most important thing is to know your employees and understand what is important to each of them. Then tailor your actions to fit the needs of the individual. A personal touch goes a long way! Here are some ways to do that:

• Hand write a thank you note or congratulations for a specific action an employee did. Use company note cards or blank cards. Be sure to acknowledge the effort the employee took.

• Celebrate birthdays—either individually or monthly. Send a card with a handwritten note, bring in bagels or a cake. Give the birthday person a hat or badge to wear on his/her special day.

• Create a ritual for celebrating goals or reaching milestones. At one company the manager called the group together, acknowledged each person who met goals, and asked them to ring a school bell. People looked forward to that five-minute celebration.

—Isabel Graft, principal
Insights 2 Talent, www.insights2talent.com.

Offer small perks

Tanya Guydos

Since large salary increases have not been an option for our institution, the bank and its branches offer smaller perks to reward and recognize our teams. These include giving time off on the person’s birthday, gift cards for meeting goals, and the opportunity to attend offsite networking events. We also like to have monthly breakfasts or lunches as a way to say “thank you.”

—Tanya Guydos, vice president and branch manager
Florida Bank, www.flbank.com

Give ad hoc awards

When raises are not an option, consider other ways to make employees feel good about themselves, which in turn will

Lucy Markert

motivate them to perform better. Some things to consider for rewarding individual performance include:

• Certificates for a job well done,

• Recognition on a wall-of-fame,

• High visibility work assignments,

• Gift cards and self-development books or training opportunities,

• Fun activities, such as a spa day, tickets to the symphony or a sporting event.

Although some of these recognitions have a cost associated with them, the ad hoc nature avoids developing an entitlement mentality, and giving these rewards is usually more effective in reinforcing a desired performance behavior—provided they are linked to the performance.

To reward team performance, consider pizza parities, barbeques, and end-of-day ice cream socials. These can provide a forum for you to send or reinforce company messages regarding performance, strategic business direction, and values.

—Lucy Markert, managing partner
The HR consulting Group, www.thehrconsultingroup.com

Offer good benefits

Joanne Parks

Child care has its high and low seasons, and budgets are always tight. During the high (holiday) season, I provide performance bonuses as a way to keep employees motivated. But I find that a better motivator is providing benefits to my employees. We offer free healthcare to our employees as well as a matching 401(k)—something that is highly unusual in this industry.

—Joanne T. Parks, owner/director
Parks’ Place Daycare & Learning Center LLC, www.parksplacelearningcenter.com

One of the toughest things about starting your own business is getting adequate financing to make it a go. We asked readers how they initially financed their businesses and what they learned from that experience: Would they do it differently if they had to do it again?

Work, and more work

Mark Parow

Ten years ago I financed my business by working an additional job in the evenings and another on weekends. I continued this during the first year of being in business. As I built a customer base, I gradually reduced the number of hours I worked part time until I was finally working on my business full time. I also used both personal credit cards and loans from family members.

Looking back, I would have first developed a business plan and worked with SBA and SCORE to look at all my financing options. I believe this would have propelled my business years ahead of where it is today.

—Mark Parow, owner of EnvisionNet, Onlinetoner.net

Client financing

Annie Branson

My business started with one client who, along with his family, encouraged me to go into business for myself. They saw in me what I didn’t see in myself.  The family mentored me and provided the finances to start my company, which provides nonmedical homecare services to individuals in their homes.

When I moved to Beaver Street Enterprise Center (BSEC) from my home office, I found additional support. When my business began to grow and I needed a loan, the BSEC staff assisted in that process.

—Annie W. Branson, Annie Wilson Homecare Services, Inc., www.anniewilsonhomecare.com

Every way possible

Brooke Morris

When I initially financed my Web-marketing business, it was through “every way possible”— from using my tax refund to financing computers.  I even mowed a woman’s grass to get a design system she no longer needed.   I started my company with about $76 in my bank account. 

This taught me to be extremely savvy with my spending and take advantage of every free resource I found.  When I began to look, I found numerous open-source business solutions including a customer relationship management program, search engine optimization tools, and workflow management programs.  These programs kept me working smoothly, and have aided in my very high Google rankings. 

—Brooke Morris, MPower Images, www.MPowerImages.com. 

Financing –

Family and friends

We raised our first round of funding last summer from an investor group of mainly friends and family of our team.  Some of our team members are in the investment banking industry, so their experience finding attractive investments opportunities certainly came into play.  When we approached possible investors, we made a simple but solid presentation; we understood our vision and were able to explain it in a way they understood it. And we explained the risks. We wanted them to invest with an open eye.

—Nathan Fabrick, 110PLAYHARDER.COM

Business consultants agree that marketing is something that needs to be done consistently, even in a poor economy. We asked our readers, “What kinds of marketing efforts work best for your small business?” Here is what they told us.

A variety of avenues

The Internet is an important marketing vehicle. I have joined as many directories as possible; I participate in social networking, and I have started a blog. I’m now having my Web site redesigned.

Another way I have secured work is through silent auctions. I donate a gift certificate to reach out to another group of customers who use my services and refer me to others. This also allows me to help local charities and give back to the community. Similarly, I have joined some volunteer groups.

I also network. After my last networking event, I e-mailed everyone I met within 24 hours. This resulted in connecting with two individuals who are referring me to others. (I reciprocate.) I’ve also placed ads in two different publications to specifically target certain populations. My philosophy is to have a lot of different marketing strategies in place.

— Mary Habres, owner, Encore Home Staging and Redesign, www.encorehomestagingandredesign.com/

Hosting events

We are hosting events and marketing them with social media, blogs and press releases. We have a monthly speaker series and a business to business coffee. We host weekly Webinars. It is a great way to network. The least effective marketing for us in the real estate industry has been print ads. It is very expensive and generates very few calls or visitors.

—Sherry Davidson, president, Davidson Realty, www.davidsonrealtyinc.com/

Targeted direct mail tops

We have had major success with targeted direct mail advertising. We have also seen a dramatic increase of potential clients finding us on the Internet due to our increased efforts on search engine optimization. We have also started using social networking to educate and provide helpful tips on our services to our clients. Our hopes are to write articles that will get them to forward to their friends for free.

—Kevin J. Carroll. Swimcraft Pools,www.swimcraftpools.com

Word of mouth

The key to our new client development success has been through word of mouth marketing. In 2009, we found that 60% of all our new business came from existing client relationships, 35% came from our involvement with BNI (Business Network Int’l.), and 5% from our continued community involvement and deepening relationships with our centers of influence. We have found that our closing ratios are much higher on these forms of marketing compared to others we have done such as phonebook listings, trade show booths, and our company Web site. 

—Amy Malerba, COO, Calibrate CPAs, www.calibratecpas.com

Marketing is challenging for small service-related businesses such as ours, where the value of the service has both qualitative and quantitative measures.  We have found that word-of-mouth works the best.  Networking groups and sponsoring local seminars have also yielded some new business.  Mass marketing efforts has not been fruitful.  I think the reason for this is that qualitative value requires explanation beyond that which can be described and or captured in a print ad or with a tag line.

—Sarah Gronvold, NestEggs, Inc., www.nesteggs.cc 

What do you consider the most important leadership trait a small business owner must possess? We asked several Jacksonville business owners and asked them to describe how they develop that trait in their business operations.

Vision: Key to growth

Joe Murphy

Great small businesses are led by visionary leaders. Employees of visionary leaders have a clear picture of where the company is going, and what the rewards will be for them if those goals are achieved. I strive  to be a visionary leader by creating a collaborative work environment in which communication is clear; successes are celebrated; and mistakes are not repeated. Only when all team members feel that their work is meaningful and important can any company reach its peak performance.

—Joseph Murphy, Lifeware TEK, www.lifeware.com

Ann Sabaag

Small business leaders need have a clear and compelling vision about their company and what it contributes. They need to pursue that vision with passion and share it with their people in a way that captivates and inspires them to want to be a part of it.  A well defined vision provides unity and energy keeps everyone focused .  It’s particularly powerful when a leader stays true to their vision through periods of adversity.

—Ann Sabbag, Health Designs, www.healthdesigns.net

Consistency: Important for everyone

Many factors determine the success of a small business, but most successful small business leaders share

Mary Ann Magers

a common trait— consistency. Customers often leave because they are surprised about something, such as a price change that was not communicated properly or a customer-service experience that did not meet their expectations. Inconsistent operations also place a great amount of stress on employees. This results in high turnover, high training costs, and poor customer experiences.

I strive to maintain consistent operations by having a clear mission statement and a written plan that clearly communicate the vision and purpose of the company. I find that written policies and procedures empower employees, and ensure that every client has an excellent experience with no surprises.

—MaryAnn Magers, CPA, Magers & Associates, LLC, www.magerscpa.com

Sincerity: Secret to long-term relationships

Curtis Osmond

I believe that the single most important leadership trait for  small business leaders is sincerity. You have to truly care about your customers and your team — and about building long-term relationships. That means being accessible and taking the time to really listen to what people are saying.

I work on showing I care by sitting down for a “family”meal with my staff before each shift. We talk about past successes and opportunities for improvement. It’s a time to celebrate and a time to plan— and we do it every day. We try never to take things for granted. Sharing good food and conversation helps create a tight-knit team with a genuine desire to provide memorable dining experiences for our guests.

—Curtis Osmond, III Forks Steaks and Seafood, www.IIIforks.com

Jacksonville Small Business Advantage asked a number of small business executives about the top challenges they will face and deal with in their businesses in 2010. Here is what they told us.

Filling available capacity

We have been lucky. Our business—Internet strategy—remained steady throughout 2009. The main difference, however, is that normally we have a backlog of work extending two or three months. That was not the case in 2009. We have available capacity we would like to fill. We do expect, however, that business will loosen up in the first quarter of 2010.

—Joe Lemire, ELYK Innovation Inc., www.elykinnovation.com

Reducing costs

The biggest issue facing my business is reducing costs without impacting the ability to attract and retain a quality workforce. Keeping a team comprised of highly skilled professionals who approach their careers with integrity, a strong work ethic, and a desire to grow with the firm is critical to our success. Our survival is a testament to their unwavering dedication to our valued clients, to this firm and to each other. 

— Greg Clary, Clary & Associates, Inc. Professional Surveyors & Mappers, www.claryassoc.com

Location

I have issues with scheduling, weather, and getting my phones answered. But my biggest challenge is to find a place where we can provide swimming lessons throughout the year. My goal is to make to help more people learn to swim so that senseless drownings do not occur. Drowning deaths in Florida of children less than five years old are more than double the national average. We need to change this!

—Joani Maskell, Swimming Safari Swim School, www.swimmingsafari.com

Keeping positive

Keeping a positive attitude in the wake of recent and significant downturns in revenue is challenging. I do not accept the “new normal.” The right prescription is getting back to work—working on those fundamentals that made us successful.

—Ron Autrey, Miller Electric Company

Surviving the housing slump

In our business, the biggest challenge is the housing slump. When the new home buyers’ tax credit runs out a low point will follow, just as it was in the cash for clunkers program for auto sales.

—Craig Page, Magnolia Blind and Shutter, www.magnoliablinds.com

Positive thinking

I believe we attract what we focus on and think about all the time.  We can spend time evaluating the loss of revenue and all the things we don’t have now, or we can wake up in the morning and decide to make the most out of our current situation.  My challenge is to spread my enthusiasm for life to my entire team and keep them motivated and positive.

— Lynn Lamoureux, owner Pet World, www.petworldpets.com

Creative business building

To assist in continually building my clients’ overall revenue in a recession is a real challenge. Keeping positive and always working a whole lot harder than the average, which used to be able to cut it. It takes partnering and reaching out for help if you need it nowadays!

—Camille Clement Gregg, Outside the Box Consulting LLC

Take a look around the table when you go to your next business luncheon. You’ll catch people sneaking a peak at their smart phones to text, twitter, check e-mail, or catch up on news. Cell phones are becoming as indispensable to business people today as the PDA was just a few years ago. But, what kinds of applications turn cell phones into micro-computers? Jacksonville Advantage asked readers to tell us about their favorite “apps” that make their lives easier.

Easy listening

I have an iPhone, and my favorite is Pandora Radio, a free personalized radio (www.pandora.com/on-the-iphone). It is nice to have the radio and the variety when I’m at the gym without having to carry a separate radio with me.

—Terrell Holman
Executive Director and Co-founder at NetWorth

Real GPS

I have the Samsung Instinct cell phone, and I love its GPS feature. It’s a real GPS, not just an online map. I used it when I visited the Rock and Roll Hall of Fame in Cleveland. The GPS search feature helped me find coffee (Starbucks and others), breakfast cafes, and restaurants around the city. Since we decided to walk everywhere and it was cold, it was nice to be able to choose from a search list and get specific directions.

— David Sturgis
Bank of America

Keeping up-to-date

There are a lot of iPhone apps, but I like two especially: I’m addicted to news apps for the iPhone and the maps app when I travel, of course.

— Paul Giroux
Owner at Snob Hollow Designs

BlackBerry business apps

Some of my favorite apps include Pandora Radio, ScoreMobile (everything sports-related), and Facebook. I’m a bit biased since I work for a BlackBerry app development company, but I love the following four BlackBerry (BB) apps:

• IntelliLaunch. This app quickly allows you to launch any file, contact, or app on your BB. The smart technology remembers what you use most often, which helps you sort through all of your contacts and other apps with incredible efficiency. I couldn’t live without it; it is a major time-saver.

• Google Maps. It helps me find my way easily.

• QuickPull. Have you ever rebooted your phone by actually pulling the battery out? This is really good for your phone to help it run optimally, but it’s a pain to do. QuickPull simulates a battery pull for you and allows you to schedule reboots each night of the week when you aren’t using it.

• Edocrab. Edocrab is “barcode” spelled backwards. This app can scan a product UPC barcode for the purpose of finding competitive prices at hundreds of stores online. It also gives you product reviews and other pertinent product information such as images, videos, and music, etc. Edocrab helps you to avoid buying overpriced products as well as others that have not received good reviews.

— Brian Baggs
Steelthorn Software

 Easy e-mail

My favorite application is checking and responding to my e-mail. I’m looking forward to the day I can check my client files too.

— Robert Roldan
The Holmes Org. of Florida, Inc.

On the Street: Readers assess the importance of customer service today

The sagging economy caused many businesses to cut back on staffing. Reduced manpower, however, often sacrifices customer service. Jacksonville Advantage tapped into the resources of LinkedIn and asked in discussion groups about the value of customer service compared to price in a down economy. The consensus was that good customer service is possibly more important today than ever before. Several business owners gave their opinion:

Out-service your competition

I have never been afraid to re-evaluate my convictions, one of which is to be successful in business you must out-value and out-service your competition. My father ingrained in my brother and me that a solid work ethic pays off in the end. He would also say, “If you’re not going to do the job right, then don’t do it at all.” He was also a fan of the famous Lee Iacocca statement, “Lead, follow, or get out of the way.”

I believe these philosophies and practice them the best I can. I probably always will.

— Howard Stockdale

Jacksonville IT Services

Persistence pays

Hard work and good customer service are critical to success. I would also add persistence. The simple truth is that there will be tough days, weeks, and months in which these types of philosophies will seem to have no positive affect. Be persistent and stay the course. Very few companies stay true to their mission, vision, or values over the years, and they suffer and at worst go out of business.

— Shaun Ginter

Solantic Walk-in Urgent Care

Go the extra mile

Going the extra mile with customer service is valid in today’s business environment, even though we are getting mixed signals because our clients (and their clients) are cutting costs, which forces us to lower prices and drives our attention to delivering our service cheaper.

Staying true to your mission, vision, and values in the current climate will ultimately lead to long-term success. That’s the beauty of having a clear vision and mission: When things get foggy, it focuses you on why you exist and what you do better than your competitors. This, of course, is easier said than done at a time when a lot of companies are in survival mode and looking at just their numbers. But it is the best time to separate from your competitors.

— Brian Quinn

Aerotek

More than ever

Hard work and good customer service are more important today than ever. Customers and prospective customers have so many choices that you must find a way to differentiate your product or service from the rest of the pack. Now is the time to hire the best and brightest and shop around for any technological edge that could help serve customers better. You will receive better service from your vendors, have more time to make a more informed decision, be in a better negotiating position on price, and help your vendors—something they will not forget in the future.

— Doug Apelian, consultant

Flexibility is key

My company’s success through this recession is due to flexibility and outstanding customer service with my clients/customers. I have had to modify some of my pricing, but it allowed me to continue to generate business.

—Thea Jeffers
T-works Interior Decorating

Balance is important

A company does not have to choose to quality over customer service over price. Success is dependent upon a company’s ability to balance all three. Choosing one over another is a recipe for failure.

—Brian Smith
Th(Inc), LLC

Value from the customer’s perspective

Value should be described from the customer’s perspective—looking at a benefit received instead of price paid to obtain full satisfaction. I believe achieving a customer’s perception of value has a huge significance in customer retention.

—William G. Mora
GM Consulting/Gamma Brands

Value is key

Value seems to be the key for my business, which appears recession-resistant (if not recession-proof). I actually raised prices in January 2009, and business is increasing. People always want a good price, but demand value.

—Mark Goldwich
Gold Star Adjusters, LLC