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Credit Unions Await Economic Revival by Ted Booker According to three vested credit union professionals, Randy Karnes, CEO from CU*Answers of Grand Rapids, Gary Easterling, CEO from United Federal Credit Union of St. Joseph, and Andy List, CEO from Option 1 Credit Union of Grand Rapids, most consumers are guarding their pocketbooks while they wait for the economy to stabilize. Karnes said that while on one side of the token consumers are less willing to take out loans, on the other side credit unions are counteracting this trend by increasing the availability of credit. “The average consumer is pulling back, but not because of credit availability as the primary driver,” he said. “Consumers are simply re-evaluating their own personal status and how much credit makes sense. Borrowing is a function of optimism and confidence in the ability to repay and gain something from the investment of paying interest to do something now—many people do not feel that now is the time. I trust that the average credit union is more available to consumers who wish to borrow than the national media is reporting, credit is available and credit unions are making sure their members can participate.” Mutual confidence between the borrower and lender, Karnes said, is at the nucleus of the lending problem. “What is really changing in our marketplace today is the mutual recognition of the risk in making or taking a loan for both sides,” he said. “As rates more effectively reflect that mutual accepted risk the market will improve. The hesitancy is a two-sided coin, and the only thing that will change the scenario for the average consumer is more optimism and confidence by both the borrower and lender. The challenges today are based on mutual confidence in the value of collateral, the ongoing ability of a borrower to repay the loan during tough times, and the belief that owing money is beneficial to the goals of the individual. Once again, consumers make up both sides of that equation in a credit union, and that is why I believe credit will always flow easier to members than it does to customers of a bank.” Easterling said that the situation hinges on consumer spending and expects job creation to play a pivotal role in the future. “Credit is tightening because the economy is weaker and credit was too easy to obtain previously,” he said. “The

difference we see is in the ability of the borrower to repay because of their current debt and income position. Interest rates are going up because there is a greater risk in lending in the current economic environment. More loan applicants are not qualifying because of debt and income. The solution is job creation. As we are able to turn around the unemployment situation, consumer confidence and consumer demand returns.” List said that unemployment has produced a tenuous lending climate and that the economy will need to evince signs of improvement in order to strengthen consumers’ confidence in the market. “This is a multi-faceted issue,” he said. “From a consumer standpoint, if you are concerned about losing your job, you are not going to go out and increase your debt load that you may not be able to pay back. This reduces the demand for loans. Also, as the unemployment figures continue to increase, there is a hesitancy on the part of lenders to overly burden consumers with debt they may not be able to pay back in the event of a job loss. The general economy needs to have some positive indicators that will ease the fear on both borrowers and lenders to get credit flowing again.” Mike Kruczek, executive vice president and chief lending officer at DFCU Financial of Dearborn, Mich., said that, in contrast to others, the credit union has seen an increase in consumer loans, closing $122.7 million in first mortgages and $105 million in consumer loans at the end of 2008. Automotive loans

increased $4.4 million. “DFCU has actually seen an increase in consumer lending,” he said. “Mortgages and loans have increased due to the lower interest rates and inventory of homes on the market. The increase in our auto loans was helped by the decrease in lending by automakers.” Easterling opined that credit unions should be using their capital to keep their members fiscally appeased during this economic downturn. “Credit union capital assists credit unions in managing risks,” he said. “The business risks are greater today because the economy is weak. Credit unions should engage in business as much as their capital will allow so they can meet the needs of their members. As our members are distressed by this economy, our focus is on meeting their needs, even if the revenue earned is less than normal. This is a way to utilize the credit-union capital to help our members through these challenging times. The opportunity to return to normal revenue streams will return when the economy recovers.” Similarly, Karnes said that excess credit-union capital should be used as a crutch for consumers, serving to lessen the financial burden as much as feasibly possible. “To fully understand the perspective of a credit union you must realize that their capital is restricted by their very make-up,” he said. “Credit union capital

is the result of income saved from positive operations. Their capital is for one thing: to ensure more positive operations and stay in the game with their customer owners. By definition, then, it is harder to raise capital and therefore less likely capital will be leveraged or invested in higher risk based or off-the-track endeavors—credit unions use capital to serve their members, not to reward third party investors. He continued, “Once again, credit unions focus their capital on the life-time goals of members and local economies based on being a long term player. Therefore, our credit union’s mission is to see these hard times and the use of capital as a cushion to be right on track, insuring a positive future for member owners though interactions and not income redistribution to players far away from the local main-street needs of people. “Consumer credit continues to flow to credit union members due to the fact that credit unions generally have a stronger capital base to support their day-to-day activities, and their focus is supporting local members and their needs for loan funds. The very make-up of a credit union, owned by their customer owners, implies a more consistent response for their owners needs—in other words credit unions will live out this economy with and for the members, not in spite of them.”

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Wolverine Celebrates 70 Years of Success Wolverine Building Group, which is comprised of Wolverine Building, Inc., Wolverine North America, Wolverine Construction Management, and Fryling Construction, is celebrating its 70th year at the forefront of the construction industry in Michigan. Wolverine’s success comes from the value it adds to its projects and its ability to successfully tackle unique challenges. “Wolverine prides itself on being very customer focused,” president Richard VanderZyden said. “We apply our four core values—integrity, enjoyment, quality, and improvement—in everything we do.” VanderZyden, who shares ownership in Wolverine Building Group with partner Michael Kelly, strives to continually improve the company. Wolverine looks for better ways to build, hire and recruit, apply cutting-edge technologies and manage projects. “We’re very proactive in everything we do, and we take pride in that. Our goal is to be better, not just to grow and diversify. Servicing our clients is what causes us to grow,” said Kelly. The company mission is “to build great things,” which means building solid customer relationships as well as quality buildings. Proof of the company’s enduring

buildings are evident across West Michigan, from Fifth Third Ballpark in Comstock Park and Spectrum Health’s Fred and Lena Meijer Heart Center downtown Grand Rapids to the Calvin College pedestrian crossing over the East Beltline, to name just a few projects. Wolverine’s healthy customer relationships are evidenced by the fact that Robert Grooters Development Company has been working with the company for over 26 years and called on the company to construct the tallest building in Grand Rapids, the stunning River House Condominiums. Wolverine has also developed a strong relationship with Spectrum Health as it heads the 14 story state-of-the-art Helen DeVos Children’s Hospital on Grand Rapids’ “Medical Hill” set to be complete in 2011. “We see a bright future for our firm and for West Michigan,” VanderZyden said. “We’re very committed to West Michigan and the community—and we love being a part of it here.” The company has grown since it was founded in 1939 by Peter Bouwman as Wolverine Tile Company, specializing in tile installation. As one of the Midwest’s leading installers of porcelain panels for automobile service stations and fast food restaurants, Wolverine Tile Company grew quickly and eventually began con-

structing complete gas stations. When Peter Bouwman’s son James joined the company in the fifties, Wolverine became one of the first companies in West Michigan to use pre-engineered steel in its construction. In 1957, Wolverine Tile Company became Wolverine Building Products, Inc. to better reflect its broader services. Then, in the seventies, Wolverine developed its design/build capabilities (making the company a pioneer in this field) and soon expanded into general contracting. By the 1980s, the company became simply Wolverine Building, Inc. Wolverine Construction Management was developed in 1993 to offer construction management services to institutional clients in West and Central Michigan. Wolverine Construction management now sets an industry benchmark in health care and institutional facility planning and construction. During this same time, Fryling Construction Co., founded in 1945 by Nicholas Fryling, was building its own niche as the premier multi-family and commercial retail builder in West Michigan. In 1995, as a means of diversification, Wolverine acquired Fryling Construction. In 1998, Wolverine Building Group was formed to combine all three divisions at new corporate headquarters in Kentwood. Today’s leadership entered the firm in the 1980s when new Ferris State University graduate, Michael Kelly, was hired to head up Wolverine's drafting department and Richard VanderZyden joined the team as project manager. Kelly and VanderZyden assumed company ownership in 2001 after years of learning and growing with the business. The two make a great leadership team as Kelly directs the technical and constructability side of the company and VanderZyden focuses on organizational and administrative issues. Today’s four divisions were developed with a conscious intent to diversify

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the company. Wolverine Building Group continues with its focus on design/build contracting. Wolverine Construction Management provides construction management services to the healthcare, education, and institutional markets, and Fryling Construction adds its reputation as one of the premier multi-unit and commercial builders in Michigan. The most recent division began in 2006, and Wolverine North America was formed as a response to client requests to provide program management and construction services across the nation.

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Senior Vice President: Jim Lroy Vice President: Diane LaPreze Director of Business Development: Tom Handy Jamie Commissaris Contributing Writers: John Tschohl, Dick Gorman, Vince Regan Managing Editor: Carol M. Kralapp Associate Editor: Ted Booker Printing/Distribution: News Web Printing Accountant: Michael Tawney & Company Legal: Miller Canfield Paddock & Stone The monthly published Business Update Inc.® all rights reserved. No portion can be reproduced without the written permission of the publisher. The management of Business Update Inc.® is not responsible for the opinions expressed by its writers or editors. Nor is it responsible for any information contained on any schedule or calendar. We invite editorial suggestions, reader participation, or article submissions. We reserve all rights in communications sent to our editorial staff as unconditionally assigned for publication or any other use Business Update Inc.® in its sole discretion, shall deem appropriate. All submissions are subjected to our unrestricted right to edit and comment. For further information concerning this publication, or past issues, please write or call:

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Learn to Handle Irate Customers By John Tschohl No matter what business you’re in— or where—chances are more than good that, at some point in your career, you will have to deal with an angry customer. Maybe the widget you sold him was defective, or the printing order was delivered three days late. Whatever the problem, your challenge is to handle the situation and send the customer away thinking he or she has just done business with the greatest company on earth. I see two major problems when it comes to customer complaints. The first is that most customers don’t complain when they have a problem with a company. They simply take their money and run—to your company’s competitor. Customers don’t complain for several reasons: They don’t like confrontation; they don’t think their complaints will be addressed; or they just don’t want to waste time being given the runaround. They find the alternative—taking their business elsewhere—much more appealing. When they do complain, they are giving you and your company the opportunity to improve your service and to attract and keep other customers. The second problem is that most companies don’t train their employees in how to deal with complaining customers. Too many executives—who, by the way, rarely if ever have to deal with an irate customer because they’re so far removed from the front line—think employees are born with the ability to calm an irate customer. Or they simply think the company is so great that none of its customers ever has a legitimate complaint. Many of them also fail to realize how critical customer loyalty is to the organization’s bottom line. I’ve said this at least a million times before, but I’ll say it again: It’s much cheaper to retain a current customer than it is to get a new customer. On the other hand, most employees break into a cold sweat when faced with a customer complaint. They see those complaints as a personal attack and, all too often, pass the problem on to someone else. Or they become defensive and drive the customer away. Now, just because your company hasn’t provided training on how to deal with a complaining customer doesn’t mean that you have to flounder your way through the process. Once you realize the importance of those complaints and understand the steps you should take to handle them, you will be on your way to earning the loyalty of those customers and the respect of your peers and supervisors.

If you want to master the skill of dealing with complaining customers, follow these six steps: Listen carefully and with interest to what the customer has to say. Don’t get defensive. Remember that the customer is not attacking you personally; he is merely describing a problem and hoping you can solve it. Make eye contact and responses to let him know you care about what he has to say. And repeat back to him what she has said to show that you understandhis problem. Put yourself in the customer’s place. You can defuse the situation and have a calming influence on the customer if you show some empathy for his situation. Never, ever challenge the customer. Even if he is wrong and you’re right, don’t try to prove it. The goal is to solve the problem, not debate who is at fault. If the customer feels he is talking to a real human being who understands his problem and empathizes with him, the door to rational discussion will open wide. Ask questions in a caring, concerned manner. The more information you can get from the customer, the better able you will be to solve her problem. Asking questions helps to clarify the problem— and to identify the solution. Suggest one or more alternatives to address the customer’s concern. Ask the customer what he feels would be an acceptable solution. Then make some suggestions on your own. Become a partner with the customer in solving the problem. Apologize without blaming. When a customer sees that you are sincerely sorry for the problem he is experiencing, he will respond in a like manner. Don’t participate in fault finding or in shifting the blame to another person or department. A simple “I’m sorry” can do wonders to defuse a difficult situation. Solve the problem or find someone who can solve it. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer’s frustration. Find a solution to the problem and then work with the organization to make sure it doesn’t occur again. When you master these skills, you will be a hero to the customer—and you will be invaluable to the company. The result? Job security. An international service strategist and speaker, John Tschohl also is founder and president of the Service Quality Institute in Minneapolis, Minnesota. Described by USA Today and Time and Entrepreneur magazines as a customer service guru,

CEO Profile: Mark Lancaster

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you’re not only driven to be, but the ethics stand out, and he’s the ness life has been a top priority for more organized you have to be. The smartest businessman I know. He’s Lancaster. “When I set my yearly goals, whole thought behind self-disci- been an incredible teacher and menpline is doing the things that you tor. And Nelson Jacobsen, the CEO the three categories in which everyknow you have to do even when of JSJ Corporation in Grand Haven. thing is captured is family, business, you don’t want to do them that Nelson has been one, a great friend, and personal, and trying to keep a but two, an incredible teacher as far balance in all of those. Family keeps day,” Lancaster said. Lancaster, who logged 3,200 as business goes. And then the a perspective of time. Coaching, miles biking last year, said that fourth, I would be remiss in leaving family trips, one-on-one trips with swimming’s competitive spirit didn’t out a gentleman by the name of each one of my kids, and time for die with his college days. As a com- Craig Hall, who sold Lean Logistics just my wife, Denise. The last day of petitive cyclist, Lancaster is a mem- in Holland last year. He’s just been a every month is what we’ve set as ber of UCI Continental Bissell Pro serial entrepreneur. He started and our date night. I have four children: Cycling Team and competes in sold seven different companies from Erica is a junior at U of M. Just an scratch. I just think the values and incredible student. She’s going to do cyclocross races in the fall. “I’m still an aerobic-junkie if integrity of all these men is what I an internship in China and will be you will,” he said. “My main thing would mention first before their going to school at the London School of Economics this fall. My now is cycling. Some days I don’t brilliance.” by Ted Booker Balancing his family and busi- next daughter, Lauren, is a junior in want to get on my bike, especially in The phrase “routine will set the winter when I’m in my you free” might seem like a cliché to basement on my spinner, and some. But for Mark Lancaster, CEO it’s like, ‘this is the last thing I of EmploymentGroup, which is cor- want to do.’ But I know that porately located in Battle Creek, the the energy I get from workouts is so helpful in my day-to-day saying has a deeper importance. skateboarding, basketby Ted Booker Ever since joining the swim business life.” ball and playing guitar, Lancaster’s competitive team as an eight-year-old, self-diswhile Teagan spends J a m i e cipline has been at the forefront of edge in the business world has his time farming in Lancaster’s life. An all american in been sharpened by mentors Commissaris has family room and begjoined Business high school and collegiate athlete at who helped him along the way. ging his grandpas for Update as Director Michigan State University, swim- “There are four people who tractor rides. The family of Business stick out who are stalwarts in ming helped Lancaster set the spends most warm days Development. groundwork for his success in the West Michigan as businessoutside riding ATVs, Jamie comes to men,” he said. “Jim Brooks, business world. camping in their RV, Business Update “To work out four hours a day who owned Brooks Beverage in and enjoying backyard with over 10 years and then have to juggle a college Holland and who continues to campfires. Jamie also of successful sales schedule gave me the ability to time be a business and philanthropic has eight siblings, so and marketing manage that again to this day car- leader, has been a huge influthere is almost always a experience, as well ries me into high productivity,” he ence in my life. And Dave dinner, holiday party or as a Bachelor’s said. “It’s been something I’ve been Killoran, who is the chairman birthday event to from Davenport able to teach my kids. Really the and retired CEO of ODL in attend. University and a busier you are, the more organized Zeeland. His character and master’s “People are always from surprised when I tell Western Michigan University. Most recently, Jamie was a them I have eight siblings, but I think publisher’s representative for Pearson large families are great. There is always Education, and she is also a part-time someone to talk to or someone to take business instructor at Davenport with you on little adventures.” Jamie’s home wouldn’t be complete University. without the family pets. They have a “I enjoy teaching at Davenport Many savings and investment products are available black labardor retriever-Newfoundland University because it gives me an American Express Financial Advisor services opportunity to share my experiences mix dog named Bullet, who at 110 We offer a full range of services: with students who will be going into pounds has an unusual nickname of sales, marketing and advertising careers “Puppy.” A Siamese cat named Simon • Mortgages • Home Equity loans in the future. What they learn in text- and a Paint horse named Pippi round • Visa • Mastercard Debit Program books is important, but nothing is as out the family. • Auto Loans • ATM Card Services Living in Allegan will give Jamie an relevant as actual experience.” • Recreational Loans • Recreational park ticket sales Outside of work, Jamie enjoys opportunity to focus on clients in 24/7 online banking services at www.rrccu.com many activities including hunting, Kalamazoo, Allegan, Barry and southhorseback riding, and gardening. She ern Kent counties. If you’d like to disMembership eligibility for those living in or working in the townships of: and her husband, who is also named cuss advertising, or just talk about horsAlpine, Algoma, Casnovia, Sparta, Solon, and Tyrone. Related by blood or marriage. Jamie, reside in Allegan with their sons, es and hunting, call Jamie at 269-806Service Hours are: Monday -Thursday 9-5, Friday 8-6, and Saturday 9-12 Trevor, 15, and Teagan, 2. Trevor enjoys 5802.

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Crisis’ Impact on Community Banks Washington, D.C. - The Independent Community Bankers of America (ICBA) and Aite Group, LLC, released a report today entitled, “The Impact of the Financial Crisis on U.S. Community Banks: New Opportunities in Difficult Times.” The report, which is based on information gathered through a February 2009 survey of 743 community bank respondents, examines the impact of the current financial crisis on community banks. “While the financial crisis has affected banks of all sizes and in all regions, community banks continue to lend and are typically faring much better than the larger banks because they didn’t participate in the high-risk activities that led to problems we are experiencing,” said ICBA President and CEO Camden R. Fine. “This survey clearly shows that the vast majority of community banks are well-positioned to survive the economic downturn and, perhaps, even reclaim some of the customers from

larger banks.” Survey highlights include: Of the community banks surveyed, 55 percent have seen an increase in deposits as a result of new customer acquisition. Only 17 percent have had customers withdraw deposits from their institutions. Community banks are acquiring new customers at a faster rate than in the past. Of the community banks surveyed, 57 percent saw an increase in new retail customers during the third and fourth quarters of 2008 compared to the first half of the year, while 47 percent saw an increase in new business customers. Community banks are still lending, and 40 percent have seen an increase in loan origination volume over the last year. Only 11 percent believe the crisis has “significantly” curtailed their institution’s ability to lend. Economic compression and mixed messages from the U.S. government are key factors driving down

loan activity. Despite most community banks’ lack of participation in subprime lending, the implications of larger bank activities have begun to trickle down. Of community banks surveyed, 73 percent have seen an increase in their traditionally low loan delinquencies and charge-offs since the start of the crisis. The significant growth in quarterly net charge-offs for the industry is driven primarily by the largest banks. “By striving to serve their customer’s best interests without straying from traditional practices, most commu-

nity banks have been able to grow deposits, acquire new customers, better position themselves in the eyes of customers and maintain stable financial statements,” said Christine Barry, research director with Aite Group and author of this report. “Some community banks feel they are seeing more opportunities today than they have in the past several decades. But in order to remain competitive with larger banks, community banks must continue to strengthen their operations and better leverage technology throughout the crisis.”

SCAM Uses Fed Stimulus Bill as Bait New York, NY – The International Trademark Association (INTA) today alerted consumers to a widening email scam that uses the promise of federal stimulus bill money for those who enter their credit card information into a fraudulent website. The phishing email, branded with the Internal Revenue Service (IRS) logo and pictures of the President and Vice President, claims to offer recipients their portion of the recently passed federal stimulus bill. Recipients are instructed to click a link in the email, and enter their personal financial information into a counterfeit website. These phishing scams are effective because they take advantage of a consumer’s relationship with a trademark, brand or logo – in this case, the governmental brand of the U.S. President and the IRS. The true danger then begins when personal information is transmitted and criminals begin to steal peoples’ identities online. In order to keep your identity safe online, the Federal Trade Commission

(FTC) and INTA advise consumers to know that: Scammers request small fees for processing, which then gives them access to your credit cards numbers. Phishing emails may ask for your bank account number so they can make a deposit for you. This is an invitation for them to deplete your account. Some stimulus scam emails encourage you to click on links or open attached forms. These links can install harmful spyware software and viruses on your computer. The FTC also notes that the IRS doesn’t ask for personal information via email. Consumers should forward unopened emails to [email protected], then delete it immediately. “It’s unfortunate, but we are seeing counterfeiters take advantage of people at the worst time, economically speaking. We want people to remain vigilant online and know the warning signs of dangerous phishing emails,” said INTA executive director, Alan Drewsen.

Overcoming the Fear Factor: 8 The Key to Your Business Development Strategy By Dirk Gorman The economic recession is forcing businesses to rethink their strategies and retool their processes as they operate in worsening and ever changing conditions. In the midst of corporate reorganizations, layoffs, budget cuts and process improvements to create greater efficiencies, most businesses overlook how fear, and the lack of a clear plan to reduce it, is an impediment to their success. The fear epidemic perpetuated by the financial markets, government, ongoing negative media coverage and anxious individuals is a deliberate assault on our very nature and must be reversed. The constraints of fear without answers are the catalyst for inaction. Without solutions, denial sets in as people either begin to think they will not be affected, or simply feel hopeless. Either way, inaction takes place as the body experiences sensory overload. The adage

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“stopped in your tracks” holds true here just as a mouse in a maze becomes immobile with no options for escape. The Only Thing We Have To Fear Is Fear Without A Plan Once fear is accepted as reality it takes rare and powerful leadership to reverse it. The upside of fear is that it can be harnessed and used as a powerful motivator to bring people to act. Therefore leaders must have a clear, viable plan to minimize tension and take bold action now to challenge and reduce the fear. Corporate leaders can rise to this unique challenge and transform it into opportunity. Revising FDR’s famous quote to take human nature into account, “The only thing we have to fear is fear without a plan.” Once fear is accepted as reality it takes rare and powerful leadership to reverse it. The upside of fear is that it can be harnessed and used as a powerful motivator to bring people to act. Therefore leaders must have a clear, viable plan to minimize tension and take bold action now to challenge and reduce the fear. Corporate leaders can rise to this unique challenge and transform it into opportunity. Reinvest to Renew Confidence Success starts with re-investment and a renewed confidence, demonstrated simultaneously. Layoffs have never been in the equation for growth or long term success. One critical way for business leaders to reverse the trend of fear mongering without solutions is to focus on business development. Nothing happens in the economic world until money is exchanged and that occurs once a sale is made. There are currently phenomenal opportunities to aggressively acquire unclaimed and available talent. 1. Allocate your resources to build

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the best sales force in your industry and start making sales. Upgrade your sales force through skills development and headcount. This sends a very strong message to the organization. It demonstrates that you are proactively focusing on your company’s future to which the sales force is so vital. · Always be optimistic: Sales people are emotional and must stay optimistic and confident to sell effectively. Pessimism only sells newspapers, not products or services. · Assess resources: Take a long, hard look at your current sales force. Unclaimed talent in this market makes it easier to honestly assess the numbers internally and confirm the competencies needed to excel. · Reverse the trend: In good times, ride your sales force hard demanding more and more. In tough times, the reverse is necessary. Re-educate, re-train and console to build confidence, not tear it down. · Develop competencies: Ensure your sales force has adaptable skills to produce in this changing market. For example, if they no longer had access to sell in person, could they begin selling over the phone? · Solidify your sales force: Uncertainty clouds progress. It’s critical to ensure these improvements produce top performance levels and reduce underperformance. 2. Let your veteran force know the talent and backgrounds of the people you are bringing in. This should inspire them. If tenured employees are paralyzed or jealous about new talent being added to the team, they may be another case of “tough times” exposing those who don’t have the drive to take advantage of the current circumstances. They will weed themselves out. · Use your network of relationships to acquire talent with preferred competencies based on the performance metrics of your top performers and your ideal candidate profile. 3. Communicate clearly and regularly that the down economy is an opportunity for success. Though far from an ideal business environment, the recession still offers a rare opportunity for achievement that your sales team may never have again. This is a time to dominate and gain market share. Make your message clear so people recognize this challenge as an opportunity for growth. · Do not panic: Management cannot show signs of pressing the panic button; otherwise you are in jeopardy of not only

losing your best sales people but also removing their effectiveness as a sales person. · Reaffirm your vision: Sales people cannot doubt the vision and company direction. They must know it and trust it. They must be spoken to directly and allowed to express concerns. Address all concerns letting them know what, how and why certain actions are being taken. · Be direct and honest: If layoffs must happen, they cannot occur in waves, it must be swift, quick, and final. Nothing demoralizes a group more then to wait and anticipate when the ax will fall on them next. 4. Seek Out New Market Opportunities: Just as employee layoffs have forced the unemployed to rethink how their skills can be transferred to new industries, businesses should deploy the same strategy to grow new markets. · Assess your current market: Does this economy place you in position to dominate? Are your competitors less capable of excelling at this time? · Create partnerships: Research companies that complement your business and help you expand your footprint and your ability to gain market share. Create synergies through strategic alliances, for instance licensing agreements that can reduce capital expenditures. · Acquire another company: Acquiring the right business can reduce upfront risk of failure and start-up cost. Cash flow is generated from day one from a proven business concept and process. Barriers to entry are avoided and less reaction from competitors are experienced. While there are no guarantees in business, these four steps will instill confidence in your sales force and harness the fear espoused in the public dialogue by motivating them to act and produce to their potential. At a time when leadership is needed most, the opportunity to lead is here for the taking. Dirk Gorman’s expertise is in turning around and building successful sales organizations in the business-to-business space. He is founding partner of Empire Surgical, a multi-faceted sales solutions company and exclusive distributor of Depuy Mitek, a leading Johnson & Johnson sports medical device company. www.empiresurgical.com ©Empire Surgical 2009. Reprinted with permission.

9 Patients’ Healthcare Spending Declines by Ted Booker According to Mary Boyd, chief development officer at Mercy Health Partners (MHP) of Grand Rapids, patients are thinking twice about spending the money they used to for healthcare. “Our perception is that people are using the healthcare system more cautiously than in the past time,” she said. “Some are fearful to miss time from work, others may have recently lost their insurance coverage or saw an increase in a co-pay/deductible. We have seen an increase in patients calling before a procedure or test to check on the price of treatment. People are more cost-conscious than they have been in the past.” Boyd said that demand for preven-

tative services in particular has recently diminished. “At Mercy Health Partners, we have seen a decrease in visits over the past several months within some areas of our health system,” she said. “Unfortunately, many of the services where demand has decreased are the preventative services such as primary care, imaging, or pharmacy. Neglecting those services in the short-term has the potential for patients to lapse to more acute levels of illness and then have to seek higher-cost, emergent treatment.” Boyd also stated that while the reduced income-stream has curbed operational investments, she nonetheless anticipates sizable future growth in the healthcare industry. “Like many industries, in the past, the health system had investment

income to supplement operations,” she said. “The decline in return on investments has slowed our investment in new technology and facilities. Healthcare is very labor intensive. As the population ages, healthcare services will increase in demand across the country. In the state of Michigan, manufacturing has dominated the number of jobs for decades until December of 2008. It is estimated that the healthcare industry in this state employs 670,000 people, while manufacturing employs 530,000. Healthcare also employs a wide range of services at all levels of skills and education from physicians and nurses to food and building services.” Regarding the question of whether physicians should be independently or corporately employed, Boyd said that MHP has benefited from subsidizing

physicians’ practices but that both models have merit. “We see value in the independent physician practice model as well as the employed model,” she said. “As a health system, we offer many different opportunities for physicians to collaborate on improving clinical outcomes and ensuring the best health care is delivered to the communities we serve. At MHP, we see a lot of value in being part of a system for physicians,” she said. “We have a sponsored network of Primary Care Physicians as well as a successful Physician Hospital Organization (PHO), which offers a tighter alignment with the health system, but is an alternative to employment. Each option offers different, but tremendous, benefits to its members.”

dation three years ago to support critical trends in children's health and to address the broader needs of the underserved. Since its inception, the Foundation has awarded 151 grants totaling more than $1.57 million to nonprofit organizations throughout Ohio. The Michigan grants are being initiated following the purchase of the health plan last year. Grant opportunities in Michigan are specifically focused on children's health initiatives, including critical trends such as asthma, diabetes, obesity, and access to coverage and care.

Wyoming – Mark VanderJagt has been appointed to director of compensation of Metro Health. VanderJagt, who joined the organization in May 1992, will be responsible for administration of the organization’s 403b retirement plan, the defined benefit pension plan, compensation and job descriptions. He will have responsibility in all areas, including employee, physician and consulting on executive compensation.

Health Care Briefs Grand Rapids – Metro Health Hospital Foundation announced the appointment of five new board members. The board members, who will each serve a three-year term, are: Michael Garrett, owner of Pinnacle Construction; Dr. Robert Bowman, retired anesthesiologist from Metro Health; Mike Lown, chief finance officer of DP Fox Motors; Dan Behm, president of Open Systems Technology; Joan Turrentine, community volunteer. Greenville - mmpc announced that it broke ground on a new 15,000 sq. ft. medical office building located at 707 S. Greenville West Drive on April 1. The building, which will house mmpc physician offices, will be the first LEED Certified building in Greenville. The new building will offer many benefits to patients in the Greenville community as it will be closer to Spectrum Health United Memorial Hospital, have an easier entrance and exit point with a stop light and have an open, non-industrial design. Integrated Architecture, a west Michigan architecture, engineering and interior design firm specializing in sustainable architecture with a significant medical office and corporate portfolio will design the new office. The building is scheduled to open in January of 2010.

Wyoming – The Metro Health Hospital Foundation has approved more than $113,000 in grants to support programs and services provided by the hospital. Twenty-two grants ranging from $2,300 to more than $33,000 will support a wide variety of initiatives, including the maternal-infant health supplies, continuing education programs, a pediatric jaundice meter and support services for cancer patients. The 2009 winter grants include: Educational assistance to aid low-income pregnant mothers with education and the purchase of safety equipment, such as new car seats; Equipment for Metro’s newly expanded Spine Center, including treatment tables, measurement tools and educational materials; A special patient care fund for cancer patients to provide support in the purchase of non-prescription medications, toiletries and food, as well as transportation assistance; Continuing education grants to support nursing, women’s health and imaging technology. Dayton, OH - The CareSource Foundation, a philanthropic organization dedicated to supporting the health care needs of the underserved, announced today that it will begin awarding grants in Michigan. CareSource, which owns health plans in Michigan and Ohio, launched the foun-

10 Two Ways New Mortgage Rules Impact Consumers and Tax Payers Ann Arbor, MI March 5, 2009 – “There is much confusion surrounding the potential impact of the new Making Home Affordable programs announced by the government,” said Gibran Nicholas, Chairman of the CMPS Institute, an organization that certifies mortgage bankers and brokers. “When you boil it down though, there are two ways that the programs will impact consumers and tax payers.” Impact 1 – Modification Program “Despite all the hoopla and fanfare surrounding this program, it remains 100% voluntary, and mortgage servicers (the companies that actually collect borrowers’ mortgage payments) are not obligated by law to follow these rules and guidelines,” Nicholas said. “Oddly enough, if a financial institution has already received government funding, they are NOT obligated to participate. However, if a financial institution receives new or more government funding in the FUTURE, they WILL be obligated to participate. In other words, the rules are still a bit sketchy and nobody really knows who will participate and how it will all work from a practical per-

spective.” The modification program has three elements: • The government is offering financial incentives to mortgage servicers who modify loans for borrowers • The government is offering financial reimbursement to investors if they allow servicers to modify loans and then take a hit on the borrower’s re-default if the property declines in value after the loan modification • The government is offering financial incentives to borrowers who modify their loans and make their new payments on time “This whole scenario could be very reckless because there is no maximum total debt ratio under these guidelines,” Nicholas said. “You could have a situation where a borrower’s mortgage payment is brought down to 31% of their income (subsidized by our government), but their total overall debt ratio (including car loans, credit cards, etc.) could be in excess of 55%, or 65%, or 75%, or even higher. Then, if the borrower defaults on the loan modification, tax payers are on the hook for more money.”

Also, vacation homes and investment properties don’t qualify for the program; only primary residences are eligible. “Keep in mind that 36% of all home sales in 2005, and 40% of all home sales in 2006 were vacation homes and investment properties,” Nicholas said. “Many of these properties are now experiencing negative equity, and a considerable number of these property owners are just walking away. This latest government intervention will do nothing to address this issue.” Only primary residence borrowers who have experienced some type of financial hardship can qualify. “In other words, you will need to document that your financial situation is worse now than it was at the time that you originally got the loan,” Nicholas said. “Your income needs to have gone down, and/or your expenses need to have gone up.” Impact 2 – Refinance Program Here’s how it works: • You need to be current on your mortgage payments (no late payments in the last 12 months) • Your mortgage balance cannot exceed 105% of the current value of your

home • Your mortgage needs to be owned or guaranteed by Fannie Mae or Freddie Mac “You should consider refinancing under this program if you have an adjustable rate, interest only, or balloon mortgage that you want to convert into a traditional fixed rate,” Nicholas said. “Also, if you have a fixed rate mortgage with an interest rate that is greater than 5.5%, you should talk to your Certified Mortgage Planning Specialist about whether you would benefit by refinancing. At the very least, you could enter a rate watch program and your CMPS professional will contact you when rates hit your target level.” Other Recent Developments There have been many other recent developments in the markets as well as new government legislation. Here are just a few recent items that may impact you or someone you know: • Home improvement tax credit • First-time home buyer tax credit • Reverse mortgages for home purchase transactions (age 62 or older)

of the few hospitals in the nation ever to appear three times consecutively on the Thomson 100 Top Hospitals® list. The 2008 award honors hospitals that have achieved excellence in clinical outcomes, patient safety, financial performance, efficiency and other benchmarks when

compared against their peers. The recognition covered the period of time when Metro Health moved to its new location in Wyoming.

Health Care Briefs Grand Rapids – Michigan Medical, P.C. (mmpc) announced that effective May 1, 2009, Byron Family Medicine will merge with mmpc! Byron Family Medicine currently has four physicians, Paul E. Braman, MD, Raymond J. Jaglowski, MD, Duane A. Oetman, MD, Timothy J. Tobolic, MD, and one physician assistant, Marsha Ray, PA-C. Holland – Two Holland area health professionals recently received recognition for work in their respective fields. John Ludlow, MD, an urologist with Western Michigan Urological Associates in Holland, is listed as co-author of an article published in the national Journal of Urology. Holland Hospital Behavioral Health therapist Mark Bombara, MA, LLP, LMSW has been chosen as Honorary Counselor of the Year by Grand Valley State University. Holland – Barbara DePree, MD, boardcertified obstetrician/gynecologist and certified menopause practitioner based

in Holland, has received her Masters in Medical Management Degree from Carnegie Mellon University. DePree leads Holland Hospital’s Women’s Midlife Services program, and specializes in midlife health and wellness including treatment of menopause, hormonal concerns, and sexual health. Holland – Holland Hospital’s indoor Healing Garden has been picked as one of the nation’s most impressive “plantscape” installations. The Healing Garden was one of 16 indoor plant environments given the 2009 Best Project Award by Interiorscape, a nationwide trade magazine for interior plant environments. The winners were featured in the January/February 2009 edition of the magazine. Grand Rapids – For an unprecedented third year in a row, Metro Health Hospital has been named one of the nation’s 100 Top Hospitals by a leading independent survey. Metro Health is one

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11 The Impact of the Current Economy on Business Security by Vince Regan, CPP The current state of our economy has impacted businesses of all shapes and sizes, and within all sectors. Most of the impact has been negative. With shrinking profits and increased unemployment, the security challenges faced by business are growing. Layoffs, increased thefts, workplace violence and fraud are among the growing challenges noted by security professionals who suggest businesses need increased attention to security controls during these tough economic times. The growing economic-related issues facing business security challenges were highlighted in a recent survey commissioned by the security industry’s largest professional organization,

ASIS International. Business leaders have tough decisions to make at every turn in this economy, and an increased need for security can be a tough pill to swallow when the current tendency is to cut every possible expense. Yet, many security controls suggested in the recent survey are necessary steps for businesses to consider in order to survive the economic downturn. When faced with a reduction in staff, considering a variety of security technologies can be essential to business operations. For example, in better economic times a business may have allowed openaccess to a main entrance, with a receptionist, guard, or other staff member greeting and coordinating visitors. In an economy where those positions or responsibilities may have been eliminated,

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today’s security technology allows for video cameras and door intercom systems along with access-control technologies to become solutions to some of the challenges brought about by layoffs. At the same time, there is a need to increase personal security and safety in the workplace as the economy forces a reduction in staffing and greater likelihood of general theft and workplace violence. A comprehensive security review of a facility can identify areas where security controls can improve personal safety. It may be as simple as installing a panic device at the main receptionist or human resources locations, or providing increased lighting and exterior video cameras to monitor the employee parking area. With Michigan being especially hit hard by the economic downturn, the message for business owners and managers is very clear. Security risks have increased as the economy weakens, but there are concrete steps that can be taken to protect your customers, staff and facilities from many of the increased risks. Quickly identifying those risks and implementing security measures to reduce them is vital

to the new security landscape facing businesses in this economy. Vince Regan, CPP is a Security and Life Safety Consultant for Vanguard Fire & Security Systems and a Certified Protection Professional (CPP) through ASIS International. Regan can be reached at [email protected] Reasons Security Professionals cited for an increased need for security: • General increases in crime and theft • Employee lay-offs and furloughs • Increases in theft of physical property • Increases in workforce violence • Increases in theft of intellectual property • Fraud-embezzlement or misuse of funds • Increases in general employee dissatisfaction • Damage to physical property Source: Impacts of Current Economic Environment on Security. ASIS International. January 2009.

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12 Unemployment, Crime Affect Security Industry by Ted Booker With unemployment statistically skyrocketing in West Michigan, criminal activity has followed in its wake: This correlation has kept the security industry busy as businesses and residents are boosting their investment in anti-theft technology. “It’s a two-pronged process,” said Sherri Messimer from Great Northern Sentry Co. of Jackson, Mich. “As people lose their jobs and run out of money they become desperate to find a means to either supplement or provide themselves with some type of income. On the other hand, as the employment picture darkens people find themselves with much more time on their hands and much less to do. These things add up to a breeding ground in the marketplace.

“Unfortunately, as the economy declines businesses are left with dwindling resources for prevention and deterrent programs. Consequently, while I would hesitate to say the security industry is taking advantage of this unfortunate development, it is clear the need for increased vigilance and more effective programs are definitely in order. Clearly, things like price-multipliers, extended practice, more effective access-control techniques and much more focused security training are necessary.” Gloria Lubben, executive vice president for SecurAlarm Systems Inc. of Grand Rapids, said that according to a survey conducted in January 2009 by ASIS International, four out of five chief security officers from major corporations reported an increased need for

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security. “Most of the need is on the traditional security side of the equation, due to increases in workforce violence, damage to physical property, disruptions caused by employee layoffs and furloughs, and general increases in crime and theft,” she said. SecurAlarm specializes in designing integrated security systems, which have been beneficial for businesses that are trying to limit overhead costs and in some cases reducing security personnel. “The emphasis is on integrating what used to be separate system functions; like alarm systems, access control systems, and video surveillance systems into a single operating platform. This integration allows the client to do more with less; less equipment, less cabling, less duplication of efforts. The advantage of our approach to systems integration is that the current staff can be more effective by maximizing the functionality of their systems and by using their network to share data between the security database and the human resource, time and attendance, cafeteria and cashless vending systems,” Lubben said.

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Tom Ziemer from Hoogerhyde Safe & Lock Inc. of Grand Rapids said that residential customers are taking more precautions against break-ins by purchasing safes to protect their valuables. “Our residential customers have a perception that crime is increasing, and they expect it to get worse,” he said. “We are also hearing lots of stories concerning robberies and break-ins. We have had to open, repair and replace a number of safes damaged in burglaries. Some of our customers are buying safes after they heard of a neighbor being robbed. A police officer was in our shop last week to buy a safe, and he said that break-ins have increased very dramatically over the last year” He continued, “Our primary market is the sale of all types of safes. We have been selling more safes than ever to homeowners. Recent trends include higher sales of gun safes, because gun sales have shot up. Residential customers are buying safes with higher security ratings because people are keeping more cash and precious metals at home rather than in banks, stocks or mutual funds. On the business side, safe sales to small businesses have been down because banks have cut back lending for startups and expansions. Locksmith service work is down some because businesses are controlling spending. An exception to this, unfortunately, is that re-keying vacated and foreclosed properties has increased.” Kevin Carlson, president of Engineered Protection Systems Inc. (EPS) located in Grand Rapids, said that while economic duress has compelled businesses to mitigate costs, the proliferation of crime has made it vital to invest in security equipment. “During tough economic times we see unemployment rise as will crime over time,” he said. “First companies reduce costs by eliminating jobs and cutting back on spending. Once the crime rate goes up, companies and homeowners are willing to invest in security. The downsides of tough economic times, though, certainly outweigh any benefit EPS would see due to an increase in crime.” Continued on page 14

13 Michigan’s Brownfields Source for Renewable Energy by Ted Booker Michigan’s state government set an ambitious goal last year by passing a Renewable Portfolio Standard (RPS) which states that 10% of its total energy will be derived from renewable energy and energy-efficiency gains by 2015. According to a case study jointly conducted by the Land Policy Institute of Michigan State University and the National Center for Neighborhood and Brownfield Development of Rutgers University, redeveloping Michigan’s brownfield sites for wind and solar-electric generating facilities would play a major energy-conserving role. Brownfield sites are defined as “real property for which the expansion, redevelopment, or reuse may be complicated by the presence, or potential presence of a hazardous substance, pollutant or contaminant” (US Congress, 1980). Currently most of Michigan’s brownfield sites, which are usually dilapidated commercial and industrial buildings, present not only health risks but are also eyesores for communities. The goal of the proposed initiative is to both make these sites safe again and redevelop them into energy-renewable facilities. Using brownfields as an energy source has several benefits. For one, brownfields are generally located near high areas of energy consumption and grid transmission and are also in close proximity to homeowners and consumers, allowing convenient accessibility for communities. Michigan also has one of the greatest amounts of brownfield sites in the country (NALGP, 2004) with over 44,000 brownfield lands unused (MEDC, 2008). Further, the estimated obtainable wind energy on Michigan brownfield sites is 4,320 megawatts (Mw) of plate capacity. In terms of solar energy, the total energy-generation potential is estimated to be 1,535 Mw when photovoltaic arrays are placed on the brownfield lands remaining under wind-tower installation. The combined total energy capacity would amount to the equivalent of powering 1.8 million homes. The initiative would also be considerably advantageous from an economic standpoint. According to the study, The impacts of using brownfield sites total over $15 billion in investment and the

creation of over 17,500 construction and long-term jobs. Michigan’s rich manufacturing history is another advantage as many skilled workers are looking for green-collar jobs. Moreover, many brownfield sites are located in urban cities that have been affected by significant job loss. Additionally, the report includes several recommendations concerning how Michigan should strategically approach the redeveloping brownfield sites: • Amend Michigan’s current brownfield state development guidelines to create

priority funding and fast-track • Comprehensively survey the exact acreages of land on brownfield sites and existing limitations imposed by existing and surrounding structures. • Enhance local brownfield expertise through technical assistance and training in renewable energy options for economic development officials and brownfield authorities. • Educate the public about the implications of renewable energy on brownfield sites. The proposal suggests that

Michigan may want to consider developing programs to educate local, regional and state leaders about brownfield sites, thereby increasing the potential of passing legislation to redevelop sites for renewable energy. Significant financial advantages for redeveloping brownfield sites exist, but these have been offset by the national economic meltdown and housing foreclosures. Redirecting resources to invest in renewable energy might be a viable solution for Michigan to reverse this trend and reinvigorate its economy.

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14 Unemployment, Crime Affect Security Industry Continued from page 12 Carlson added that his company, which specializes in customized home security systems, has done particularly well selling top-of-the-line surveillance technology. “The greatest growth in our business has been in video surveillance and access control systems,” he said. “IP video cameras with network storage devices are the hottest trend today. Video surveillance has evolved from a ‘watch it after something happens’ mode, to a ‘management tool’ where video clips of customer defined events are automatically emailed to the appropriate personnel.” He continued, “More than ever we

are working with businesses that are looking at ways to reduce cost. The good news is that a properly designed system can save time, cut theft, safeguard employees, and give a sense of well-being that can increase productivity. Also management has better control over their assets, which translates into lower operating costs.” Messimer said from a business standpoint criminal activity is often a consequence of laid-off employees who feel resentment toward their former employers. “As businesses find it more and more necessary to reduce their workforce, random acts of vandalism, incidence of workplace violence, sabotage, theft and malicious destruction of prop-

erty are all increasing,” she said. “Most employers don’t understand the need for workforce reduction nor do they care when they lose jobs. However, the reality of laid-off workers being without an income and unable to provide for their families hits home, and they are quick to get angry at their employer. In many cases this anger manifests itself in destructive ways. The flipside of that coin is that businesses have also been forced to cut the resources needed for personnel and plant protection, requiring the security industry to respond with a higher quality officers and more effective deterrent programs.” In Messimer’s opinion, securitytraining has been both undervalued and overlooked in business security

programs. “One of the areas that we recognized as sorely deficient in the security industry is the issue of specific security training,” she said. “We thought this was so important that in 2002 we took the lead in organizing the Michigan Contact Security Association, an organization founded specifically to promote minimum training standards for all Michigan security guards. In that process we authored a modular training program, which was incorporated into proposed legislation both here in Michigan and in several other states. It’s been our experience that security officer training remains the least resolved aspect of business securityprograms.”

15 Construction Briefs Lansing - Clark Construction Company announced that Taimoor Khan has achieved the status of LEED Accredited Professional (LEED AP). Taimoor is currently an estimator/planner for Clark and is responsible for producing accurate and reliable project estimates, cultivating relationships with trade contractors, and processing all administrative work. Caledonia - DVK Construction has been awarded the renovation work for Paulstra CRC located at 460 Fuller Avenue in Grand Rapids. The work consists of demo work, exterior gates, reworking electrical and mechanical, and various other renovations. Work is to be completed in March. Grand Rapids – Wolverine Building Group announced that Project Manager Dulane Coval received LEED accreditation from the U.S. Green Building Council. Detroit - FieldTurf Construction has recently opened an office in Auburn Hills that will operate as a regional office for the world's largest sports surfacing manufacturer. This new office will allow FieldTurf to be closer to its Midwest clientele and properly service the company's growing customer base in this region. The Michigan office will be headed up by industry veteran Charlie Cook who will assume the role of Regional Director of Operations at FieldTurf. Clarksville - Thomas A. Plummer, President of Corporate Construction Services, LLC, located in Clarksville recently completed the “Remote Banking Installation” course offered by Diebold Corporation. This specialized training prepares Corporate Construction Services to be able to install any of the Diebold remote banking products. Glenn, MI – Cottage Home announced that the company’s Green Cottage was awarded LEED Platinum certification from the U.S. Green Building Council (USGBC). LEED Platinum is the highest level of achievement in green homebuilding, making the Green Cottage one of only five LEED Platinum homes in Michigan and the only Lake Michigan shoreline home to achieve this level.

Grand Rapids – a.j. Veneklasen, Inc. announced that Project Managers Mark Stauffer and Rob Miller recently earned the U.S. Green Building Council’s Leadership in Energy and Environmental Design (LEED) Accredited Professional (AP) status. Holland – CityFlats Hotel is one of three new construction hotels in the world to receive the Leadership in Energy and Environmental Design (LEED) Gold Certification in the Hotel/Resort Category. CityFlats, located in downtown Holland, is also the first hotel in the Midwest to be awarded this certification by The U.S. Green Building Council (USGBC). GDK Construction Company Project Manager Kara Slater, LEED AP, and Site Superintendent Dan Nyhof worked with GMB Architects and Engineers and project owners to complete the five storey, 56,000 square foot project in February of 2008. Grand Rapids - Phoenix Floor Finishing recently moved to 289 Front Ave., SW. A parent company to the flooring company recently closed on a 5,500 square foot building located just south of Grand Valley State University’s (GVSU), Grand Rapids Campus. The company is in their third year of business and gaining ground in installations and repair of original hardwood flooring with various species.

16 Construction Briefs Lansing - Clark Construction Company has announced that Wes Avery and Jessica Ripley have earned their Green Advantage® certification. Green Advantage® is an environmental certification intended primarily for individuals working within the construction industry. The Green Advantage® certification is designed to be a non-competitive, complementary offering that supports the Leadership and Environmental Design Green Building Rating System (LEED) of the U.S Green Building Council. Grand Rapids – Progressive AE announced the addition of Mary Marks, R.N., as Health Care Studio Manager. Marks is a registered nurse with years of clinical experience; she has a background in health care project management and administration with an in-depth understanding of operations, financial and regulatory issues, safety, and security.

Otsego - Otsego Public Library celebrated the grand opening of their new library. The new library, located at 401 Dix Street, officially opened for business March 23rd. CSM Group was selected to manage the single story 18,000 sq ft. facility after a local bond was passed in 2007. The library provides capacity three times that of the existing library on a new site with modern facility controls, state of the art audio visual display and electronic ready book receipt and checkout. It features Victorian era architecture at the building’s entrance, in a turret to the left of the entrance, in the windows and the portico covering the drive-thru book drop. The interior’s historic reading room is architecturally reminiscent of the City’s Bardeen Mansion, the former home of paper baron George Bardeen. A similar feature was constructed for the children’s reading room, with a façade resembling the Thompson House, another local period home. The facility will be LEED certified, reducing impact on the environment and saving money for taxpayers for its operation.

Grand Rapids - Maxam Architecture has completed drawings for the new Massimo Marble & Granite building. The 22,000 sq. ft. facility contains showroom and office space, as well as a bridgecrane-equipped warehouse. The project located at 4260 Broadmoor is being constructed by First Companies.

Holland - GMB Architects-Engineers announced that Jeff Hoag has earned his registration as a licensed architect. To gain licensure in the State of Michigan, applicants must obtain an accredited professional degree, complete a three and one half year internship program, and pass a nine-part professional licensing exam.

Grand Rapids - Kent Companies, Inc. announce that Christopher J. Fennema, Project Manager, and Matthew Fennema, P.E., Project Engineer, have achieved LEED Professional Accreditation.

Grand Rapids - Sales/designer consultant Adam Lipski has received Leadership in Energy and Environmental Design (LEED) accreditation from the U.S. Green Building Council. Lipski is an employee at Williams Kitchen & Bath.

Kalamazoo – CSM Group has been selected as one of the “101 Best and Brightest Companies to Work For” in West Michigan for the fourth consecutive year.

Caledonia - DVK Construction has recently been given an award for sales in excess of One Million Dollars for the year 2008 by Nucor Building Systems of Waterloo, Indiana.

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Stiles Machinery Inc. by Ted Booker Stiles Machinery Inc., the world's largest independently owned woodworking supplier, is launching an unprecedented endeavor this summer: Partnering with Weeke Maschinenbau of northern Germany, for the first time in its 44-year history the company will be manufacturing European-sanctioned machines at a new facility near its headquarters in Grand Rapids. “We’ve leased a thirty-thousandsquare-foot building about a mile down the road, and we’re now setting up the lighting and power and all of the other infrastructure that we need to start building these machines here in the United States,” announced Steve Waltman, vice president of sales and marketing. “This is the only initiative that I’m aware of in our industry where an off-shore supplier is manufacturing its machines in the United States.” The new company, Weeke North America, was launched as a joint venture between the Homag Group, Stiles and Weeke Maschinenbau. Stiles’ connection with Weeke, a subsidiary of Homag Group and one of the world’s largest manufacturers of CNC equipment, began in the early 80s under the leadership of Peter Kleinschmidt, Stiles’ company president. Collaborating with Weeke, Stiles recently engineered an entry-level CNC router that will be manufactured at its new plant. “One of the products that we have represented from [Weeke] for a long time is a large, sophisticated CNC router for people who are making kitchen cabinets, store fixtures, office furniture, et cetera. But the market has shifted so that it was necessary for us to sell products for less than one-hundred-thousand dollars. Making them in Germany and having them shipped over here would’ve made this price-point difficult. We got together with our supplier, formed this North American company, and decided that we’d build them here in Grand Rapids using German engineering and American ingenuity,” Waltman said. Continuing, Waltman said that Stiles is setting a bold example of how quality business can succeed in the US in spite of the adverse economy. Rather than pennypinching like most West Michigan businesses, Stiles is trying to take advantage of the downturn by investing for the

future. “It’s a scary time, and that’s why I’m happy to work for a company like Stiles Machinery that, even in the midst of this, is putting the owner’s capital into a new endeavor when the economy is telling us it’s not the thing to do. I think what’s unique about us is that we’re willing to invest at this time and that we’re bringing machinery manufacturing to the United States,” he said. Waltman added that dependency on products manufactured overseas often limits the customer’s selection, whereas American-built products can be customized in a more timely manner. “I don’t think we all want to sit on the same black chair with the same brown arms and the same steel base,” he said. “I think we want to customize. I don’t think we want to look like everybody else. And to do that, you have to make it yourself and you have to make it here. And that’s what we’ve done with this machine. We sat down with our people and customers and said ‘what would this machine have to look like if it’s going to be acceptable to you in the United States market?’ And those are the machines we built.” According to Waltman, who has worked 27 years for Stiles, the company’s growth progressed over the years as follows. “In the early seventies, the original owner, Web Stiles, sold the company to a large German conglomerate, the Lohmann International Trading Group, and sent its employee, Peter Kleinschmidt, to the US to run the company,” he said. “In the seventies they were introducing European technology to the United States market: furniture manufacturers, office-furniture manufacturers, kitchen-cabinet manufactur-

ers, et cetera. But keep in mind in the early seventies the United States still had a fairly robust offering of equipment, and because the manufacturing tactics were repeating the tactics of the forties, fifties and sixties, it wasn’t immediately apparent that these new European solutions were necessary. “In the early eighties the main go-tomarket show was in Louisville, Kentucky, and this new industry of imported, hightech machinery also needed the opportunity to show its products. They started a trade show in Atlanta in nineteen-eighty, which really was the beginning of hightech imported machinery in the United States. Particularly the mid-eighties were absolutely the boom-time, if you will, for high-tech European machinery and Stiles Machinery. In the mid-eighties, the Lohmann Group’s sales were to the point where they wanted to sell Stiles

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Machinery. So Peter Kleinschmidt, who they sent over in the early seventies, put together a buying strategy and bought the company himself, and it became a freestanding West Michigan company. “The company continued to grow in the eighties on a parallel with the growth of office furniture, ready-to-assemble furniture and kitchen cabinets. Those three industries grew substantially in the eighties. Unfortunately, like now, the industry was impacted by the recession of ninety and ninety-one. Things slowed down significantly, but Peter Kleinschmidt never lost his focus. He kept the entire company together through that recession and continued to hire key personnel. When Stiles came out of that recession in ninety-two the company was poised to take tremendous market share. From ninety-two to ninety-nine the company grew remarkably. They opened business divisions, other locations around the country, and added staff. They grew to the extent that Stiles is, and has been, the largest independent representation of woodworking in the world.” Waltman admitted that today Stiles is facing the same struggles that the rest of the world is in the face of these latest economic conditions, but he is certain that with Peter Kleinschmidt’s continued leadership they will weather this storm like others. Strategies like the initiative with Weeke North America are critical to the success of both the company and its customers.

A Subsidiary of

18 DASH7™ Alliance Formed to Advance Wireless Data Technology Moutain View, CA – Michelin, Lockheed Martin’s Savi Technology, Texas Instruments and others are forming the DASH7™ Alliance, a crossindustry initiative to expand the use of a wireless data technology commonly used in the global defense industry but increasingly used by commercial customers. The U.S. Department of Energy and three of its laboratories, Argonne National Laboratory, Oak Ridge National Laboratory and Pacific Northwest National Laboratory, as well as the University of Pittsburgh plan to serve as technical advisors. The technology, based on the ISO 18000-7 standard, provides commercial and government users with the ability to track the whereabouts and status of a wide range of everyday objects, including vehicles, shipping containers, pharmaceutical products, hazardous materials, perishable goods and manufacturing and operational equipment. The DASH7 Alliance will work to ensure cross-vendor interoperability as well as to promote greater use of the ISO 18000-7 wireless data standard, which is more cost effective, more reliable, and

operates at lower power levels than ZigBee and similar wireless data technologies. The DASH7 Alliance will also foster new wireless data innovations based on the standard, including advanced sensor networking, electronic seals, mobile phone integration, and other advances enabled through upcoming DASH7 developer resources available at www.dash7.org “The DASH7 Alliance is an important next step for the wireless industry as DASH7-ready products become more ubiquitous,” said David Stephens, CEO of Savi Technology. “By assembling this coalition of both end users and technology companies, we can promote greater interoperability and reliability, but also inspire greater innovation around a common standard.” “As United States companies grow RFID technologies from their infancy into an industry, it is incredibly important to set a common standard for how all of these new applications are going to be designed and built,” said Dr. James Shuler, Manager of the United States Department of Energy’s Packaging Certification Program.

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Commenting on the U.S. Department of Defense’s move to an RFID III multi-vendor contract earlier this year, Lt. Col. Pat Burden, the DoD’s Product Manager Joint-Automatic Identification Technology, stated, “This is a significant milestone for DoD in that this migration will not only give DoD and other Federal agencies’ customers bestvalue solutions at competitive prices, but it moves us to ISO 18000-7:2008 compliant products, thus broadening interoperability with DoD and our coalition partners.” “In ABI’s opinion, the DASH7 Alliance is both timely and mission critical to growing the active UHF segment of the RFID market,” Michael Liard, Practice Director, RFID, of ABI Research, said in a just-released report entitled, “Introducing the DASH7 Alliance: Bringing Balance and Vision to Active RFID Markets.” “The DASH7 Alliance will bring stakeholders together to share and discuss ISO 18000-7 technical issues such as advancing the standard on a global scale, identify and eliminate potential gray areas, and share information about

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wins and pitfalls,” the ABI report stated. “The Alliance will also work to build applications on top of the core standard, including electronic seals, RTLS, sensing and monitoring, long distance communication, and more.” Semiconductor manufacturers STMicroelectronics and Analog Devices plan to provide hardware developer toolkits that enable product innovations and enhance interoperability, and Texas Instruments also plans to be a DASH7 participant. The United States Department of Energy and three of its national laboratories, as well as the University of Pittsburgh, will provide technical advisory services for appropriate consultation and input, within their areas of expertise. The University of Pittsburgh also plans to serve as the initial test and certification lab for DASH7-enabled products. After successfully completing DASH7 test and certification, alliance members will be able to deploy the “DASH7 Certified” logo on their products to demonstrate reliability and interoperability to prospective end users.

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19 Clientele Critical to Health of Metal-Finishing Industry by Ted Booker Like most manufacturing sectors, the metal-finishing industry serves a variety of businesses and is therefore feeling the same economic tremors as its clients. But while manufactured products for the auto industry are on the wane, there is still a demand for metalfinished products. “Almost everything has to be coated in some form or another,” said Nancy Couturier from Magnum Powder Coating, Inc. of Comstock Park, Mich. “Powder coating, being environmentally friendly, is the 'green' approach in protective coating. Recycling is another form of the 'green' approach. Powder can make anything 'old' look new again without having to sit in our landfills, recycling instead of replacing. There are some restrictions: all powder coated items must be able to withstand heat up to, on average, three-hundred-degrees Fahrenheit.” Courtier said that Magnum’s diverse clientele has been particularly instrumental as the majority of its clients have been struggling financially. To coincide with costumers’ work schedules more effectively, Magnum recently opted to eliminate production on Fridays. “Our business has definitely slowed down,” she said. “By having a diverse customer base Magnum has remained 'steady.' There are benefits in place for a few of our customers through the stimulus package, which affects our company in a positive way. Funding is in place for manufacturing certain goods that require powder. All of our customers have slowed down, although none of them have gotten to the point of closing their business.” Henry Knape, owner of Knape

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Industries based in Rockford, Mich., which specializes in metal treatment, painting, vacuum metalizing, metal and plastics, said that the company has downsized its personnel as customers have been substantially curtailing their orders. “Our products are automotive and appliance parts primarily,” he said. “We’re now at about two-thirds our normal employment. We expect that to continue until the fourth quarter. As the automotive and new housing fields have suffered, our customers have cut schedules for parts considerably. We also note all are slowing up their payments.” Knape added that the possibility of tier-one automotive suppliers going bankrupt would be advantageous for the company’s tier-two clients. “Our automotive supplier customers are mostly tier-two,” he said. “We recently see the possibility of support being given to tier-one suppliers. If done, some of these will avoid bankruptcy and pay their tier-two suppliers, who will then be able to pay for our own services.” Courtier said that maintaining a stable relationship with clientele is crucial. “As always, communication with existing customers is key,” she said. “Networking remains important in establishing new ideas and obtaining new contacts. Remaining competitive, utilizing existing material, using 'at

hand' resources, and producing on-time, quality work has always been important; now it is critical. Now more than ever, customers’ expectations are steep in every respect of business. Magnum is there to meet their needs. Being a

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20 Industrial Briefs St. Joseph - Hanson Logistics announced that Andrew B. Janson has been promoted to President of Hanson Logistics effective March 1, 2009. Janson was previously the company’s executive vice president of business development. He joined (then) Hanson Cold Storage in 2004 as Vice President of Business Development and was appointed to the executive management team in 2007. Kalamazoo - Heatbath/ Park Metallurgical, a leading manufacturer of heat treating and metal finishing products, announces the appointment of Brett Terbrack as technical sales representative for Western Michigan. He is based in Kalamazoo.

Lansing - The Michigan Manufacturers Association announced the selection of Jennifer Spike to serve as director of human resource policy. Spike will represent the interests of the manufacturing community in the areas of workers' compensation, unemployment insurance, wage and hour laws, MIOSHA, health care benefits, labor relations, equal employment opportunity, education and employment training. Holland - Trendway announced the hiring of Murphy Associates, Inc of Boston as their Independent Representative firm for New England. Mike Murphy has been in the contract furniture industry for over 25 years, and Murphy Associates just celebrated its fifteenth year in business.

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Grand Haven - Sheli Kesteloot, C.P.M. has been promoted to senior buyer at Light Corporation. Sheli has been with Light for the past 15 years. Light Corporation provides the expertise, manufacturing, and distribution of fluorescent and LED-based lighting technologies.

team provided construction of the civil and electrical services for the site, including erecting 46 GE 1.5-MW SLE wind turbines and constructing the substation, collector system, access roads, crane pads and crane paths, tower foundations, and associated civil infrastructure.

Warrenton, MO - SAF-HOLLAND announce that axle production has commenced at its Warrenton, Missouri facility in February 2009 with initial shipments of both drum and disc braked axles. The plant will continue to ramp up production throughout 2009 to eventually provide axles for all of the company’s current North American trailer suspension offerings and aftermarket requirements. Axle-manufacturing operations at the revamped Warrenton North Plant have been integrated into a streamlined facility that will occupy approximately one-half of an existing 235,000 square foot facility which also houses stamping and roll forming operations. As designed, the plant is capable of producing 80,000 axles per year.

St. Joseph - Hanson Logistics announced a two-year, two-phase investment initiative in the company’s Hartford, Michigan cold storage and logistics campus located on Red Arrow Highway in Van Buren County. The overall initiative is designed to support the West Michigan agriculture business with a focus on providing Michigan blueberry growers with additional resources to meet the growing demand for their popular berries. The $2 million improvement, expected to be completed by July 2009, is the first phase of a master plan, developed after extensive dialogue with members of the grower community. The first phase will increase the freezing and long-term storage capacity of the existing Hartford facility. The second phase, scheduled for 2010 at a cost yet to be determined, will include expanded deepfrozen storage space, with additional docks and infrastructure to support higher volume inbound and outbound. The Hartford campus has a current capacity of nearly 7,000,000 cu. ft., most of which is dedicated to the storage of blueberry harvest and supporting materials. Surrounded by more than 460 acres of irrigated farmland, the facility has a 7-spot private rail siding served by the CSX Railroad.

Madison, WI - RMT, Inc. (RMT) joined John Deere Wind Energy at the February 26th ceremony marking the completion of the Michigan Wind 1 facility, located near Ubly, Michigan. With a total capacity of 69 MW, Michigan Wind 1 is the largest commercial-scale wind farm in Michigan. The wind facility began commercial operation in midDecember, and will produce enough electricity to power over 20,000 homes per year. As balance of plant contractor for Michigan Wind 1, RMT's WindConnect®

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21 Industrial Briefs Grand Rapids - Surefil LLC announced it now has a dedicated manufacturing line that is kosher-certified, ensuring all beverage products produced and prepared on the line meet the dietary requirements mandated by Jewish law. Holland SAF-HOLLAND has announced that it will be moving fifth wheel manufacturing operations from its Monroe, North Carolina plant to its Wylie, Texas facility. The Wylie facility machines and assembles fifth wheels for the company and provides enough unutilized capacity to absorb all of the Monroe plant’s current volume. The consolidation of manufacturing operations is slated for June 1, 2009. The Monroe plant will remain operational until the consolidation process is complete. While 13 hourly and salaried employees at the Monroe facility will be directly impacted by the move, it is expected that a comparable number of hourly and supervisory positions will be added at the Wylie plant to handle the increase in production. At this time it has not been determined how many of the Monroe positions will be transferred to the Wylie facility, or to other SAF-HOLLAND operations. Oklahoma City, OK — Freymiller, Inc., a 48 state refrigerated transportation carrier based in Oklahoma City, Oklahoma, announced receiving two prestigious awards – First Place in Outstanding Achievement in Highway Safety and Second Place in the National Fleet Safety Award. The first place Outstanding Achievement in Highway Safety award, based on the state level, was presented to Freymiller by the Oklahoma Trucking Association, The American Trucking Association, and Great West Casualty. The second award Freymiller received, the National Fleet Safety Award (Division 4), is presented to outstanding carriers that lead the industry in Highway and Fleet Safety. De Pere, WI - Total Energy Systems, LLC, an industrial generator and engine company, has opened its fourth location in Grand Rapids. Total Energy Systems is now the exclusive master distributor for Kohler Global Power Group’s full line of power systems including industrial, marine, mobile, and residential generators, transfer switches and switchgear, for Wisconsin, Minnesota, North Dakota and western Michigan.

Chennai, India – Armstrong International recently signed a multiyear contract to operate and maintain the 4.5MW cogen facility for Bombay Rayon Fashions Ltd., manufacturing facility in Bangalore, India. Under the terms of the agreement, Armstrong will be responsible for the operation and maintenance of the site's entire utility assets; manage the entire utility operating staff; and will be responsible for identifying future utility improvement opportunities and recommending cost saving solutions. The Bombay Rayon contract is the latest in a number of utility system ownership and/or operations and maintenance agreements Armstrong has in place around the globe. Currently Armstrong has more than 20 O&M agreements in place with customers on three continents – North America, Europe, Asia - and the subcontinent of India.

Van Andel Global Trade Center, which is the grantee administrator for the Kent Ottawa Muskegon foreign trade zone, officially known as KOM No. 189. As the operator of the subzone, Wolverine plans to distribute finished products to its customers in the United States and abroad and achieve significant efficiencies for its recently consolidated North American distribution operations. In January, Wolverine announced that it was transitioning these operations from Canada into the company's existing Michigan facilities located in Rockford, Cedar Springs and Howard City. Wolverine plans to redesign portions of its global distribution network and relocate inventory to the United States.

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Zeeland - Gentex Corporation has received a 2008 Supplier of the Year Award from the Hyundai-Kia Automotive Group for its contributions to advanced technologies and overall supplier performance. Gentex supplies Hyundai and Kia vehicles with interior and exterior automatic-dimming mirrors. Grand Rapids - Wolverine World Wide has been established as a subzone of the federal foreign trade zone that comprises Kent, Ottawa and Muskegon counties in West Michigan. The announcement was made by Grand Valley State University's

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Dale, IN – Universal Package Systems announced the hiring of Mike Brandes as Vice President, Operations. Brandes has over 34 years of experience in the packaging industry, and will focus on helping customers and prospects develop creative and cost-effective solutions to packaging, storage and related material handling challenges. Zeeland - Gentex Corporation has announced that it is supplying auto-dimming interior and exterior rearview mirrors for the 2009 Volkswagen Passat CC. The CC is Volkswagen's new upscale sedan with a coupe-like profile. Primary markets for the CC are Europe, North America and Japan.

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22 Wolverine World Wide Receives Federal Free Trade Zone Designation Grand Rapids - Wolverine World Wide has been established as a subzone of the federal foreign trade zone that comprises Kent, Ottawa and Muskegon counties in West Michigan. The announcement was made by Grand Valley State University's Van Andel Global Trade Center, which is the grantee administrator for the Kent Ottawa Muskegon foreign trade zone, officially known as KOM No. 189. As the operator of the subzone, Wolverine plans to distribute finished products to its customers in the United States and abroad and achieve significant efficiencies for its recently consolidated North American distribution operations. In January, Wolverine announced that it was transitioning these operations from Canada into the company's existing Michigan facilities located in Rockford, Cedar Springs and Howard City. As part of this consolidation, Wolverine plans to redesign portions of its global distribution network and relocate inventory to the United States. The anticipated benefits for Wolverine from receiving the new subzone status for its centralized distribu-

tion operations include: • Cost savings from deferred duties associated with the subzone's free-trade status and other process changes in the company's global supply chain • The hiring of new employees in operational and administrative positions in the subzone, as Wolverine increases product distribution operations in the zone • The opportunity to achieve greater efficiency in Wolverine's distribution facilities by using existing capacity within these facilities • Support for existing jobs at Wolverine and its supply chain partners, such as truck, rail, and ocean carriers who will transport merchandise to and from the subzone • Implementation of an enhanced customer service function • The “best practice” use of C-TPAT in the Foreign Trade Zone offers improved physical security, access and inventory controls, which complements and supports secure supply chains. Michael F. McBreen, president of the Global Operations Group at Wolverine World Wide, said: “Wolverine's foreign

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trade subzone designation will play an important role in supporting the increased operating efficiencies and improved supply chain outlined in our strategic restructuring. We expect our new status will provide a long-term economic benefit to Wolverine and West Michigan by improving our access to international markets. It will also help our utilization of existing assets, support existing jobs and, over time, create new jobs in the region.” Sonja Johnson, executive director of the Van Andel Global Trade Center, said: “In today's economic conditions, Michigan businesses should give greater consideration to realizing the benefits of a foreign trade zone. The experience of Wolverine — a company with a long history of operations in the United States — is provides a powerful example. For busi-

nesses like Wolverine bringing materials into Michigan from around the world to be used in conjunction with U.S. products and materials, foreign trade zone status can be a powerful tool for finding additional cost savings and deriving a number of additional strategic benefits." Ken Rizzio, chair of the KOM FTZ Authority Board, expressed his appreciation to Kent, Ottawa and Muskegon counties for making this specialized economic development tool available to manufacturers engaged in international trade. The new subzone is located within the U.S. Customs and Border Protection Port of Entry in Grand Rapids and was activated on March 17. The Van Andel Global Trade Center serves as grantee administrator of the foreign trade zone.

23

Corporate Information Southfield – Zoup! Fresh Soup Company held a March 9th opening of a new Grand Rapids-area location at 5783 Byron Center Ave., SW in Wyoming. The new 2,000 square foot Zoup! will seat 44 customers and will feature all of the company’s signature menu items. An independently owned franchise, this is the second store for franchisee Grant Winkelman, who opened his Cascade Rd. location in the fall of 2006.

Grand Rapids - The FASTSIGNS® sign and graphics center in Grand Rapids took home a sales achievement award for ascending to a new level in total sales from October 1, 2007 through September 30, 2008 at the 2009 FASTSIGNS International, Inc. convention held recently in Orlando. Additionally, owner Kim Gilpin was named first runner up for the FASTSIGNS Award – the most prestigious award given by the franchise network.

Grand Rapids - Belwith Products named Grand Rapids advertising agency J.W. Messner Inc. as its agency-of-record for the creative development and production of all its advertising, marketing and public relations needs.

Ferndale – Eloquest Healthcare announced that they are partnering with Onset Therapeutics, LLC to market Exactacain® and Optase®. As a part of the co-promotion agreement between the two companies, Eloquest Healthcare will bring the expertise of their sales force and marketing resources, to promote Exactacain and Optase to the acute care market.Grand Rapids Mosaic Properties move to an office in thier newest development, Celadon New Town at 2050 Celadon Drive NE, Suite B, Grand Rapids, MI 49525. Their phone and fax number will remain the same.

Grand Haven – Encore Market Realty Advisors (Encore MRA) announced its selection as a primary advisor to Ramco Gershenson for their West Michigan retail portfolio interests. The Encore-led team will be responsible for the marketing of four large retail shopping centers owned by Ramco Gershenson. Grand Rapids – Interphase Interiors has been named a 2008 Haworth President’s Circle Award winner and also achieved the highest percentage of quota of any dealer in North America. The Award is given to the top Preferred Haworth Dealers who have demonstrated exceptional leadership in all aspects of their business. Chicago, IL - NationAir Aviation Insurance announced that it has appointed Alison Hunter as sales executive for the Great Lakes region consisting of Michigan and surrounding states. Hunter will manage the company’s general aviation insurance sales practice for that region from NationAir’s headquarters in Chicago. Grandville - Berends Hendricks Stuit Insurance, Inc. announced its membership to the 1885 Club by Hastings Mutual Insurance Company, a regional propertycasualty insurance company. Berends Hendricks Stuit provides insurance for 2,400 businesses and 12,000 individuals and families. The agency has offices in Grandville, Holland and Byron Center. Grand Rapids – Celadon New Town welcomes its first commercial tenants to the development, Crushed Grape, J. Williams Design and Kanai Wealth Management Group. Additionally, the owners of Celadon, Mosaic Properties, are also moving their headquarters to the new urban development.

Grand Rapids – Three highly-recognized West Michigan organizations were named as recipients of the 2009 Pillar Award from Women’s Resource Center for their dedication to empowering women in the workplace. The Right Place, Blue Cross Blue Shield of Michigan (West Michigan division) and the YMCA of Greater Grand Rapids received the 2009 Pillar Award from Women’s Resource Center. Lansing - Cooley Law School in Lansing held an art unveiling at on April 7, 2009 at 4 p.m., in the Cooley Center lobby at 300 S. Capitol, Lansing. Three pieces of art werre presented, each representing Cooley's in-house foreign study centers. "Maori Warrior" (ferocious warriors who used psychology and intimidation in warfare) represents New Zealand, "Lorrkkon" (hollow log coffins used for the final burial of human remains) represents Australia, and "Polar Bear" represents Canada. Grand Rapids - NPA, The Worldwide Recruiting Network reports that placements completed in 2008 involved an international cross-border connection between recruiters based in different countries 11% of the time. Of the total placements completed, 8% involved a candidate move from one country to another. NPA tracks relocation and other data for all placements reported by its 425 member firms.

Ottawa County - Student Leaders Initiating Change (SLIC), a program of Pathways, MI, is training youth to become advocates in their communities. Participants will spend the first part of the day learning how advocacy can impact a community, including the importance of developing a strong, clear and positive message. Following this experience, youth will have the opportunity to have lunch with state and local elected officials and school superintendents and talk about the issues that are important to young people in our communities. The training will be facilitated by Ruth Johnson of Dynamis Consulting and Training, in partnership with Michigan’s Children, a statewide advocacy organization. Scottsdale, AZ Hospitality Performance Network announced that Lynda Hayes has joined the company’s growing network of seasoned industry professionals. She will assume responsibilities as vice president, national accounts in Belmont, MI. Hayes will be responsible for building and maintaining relationships with large corporate and association accounts throughout the United States. Additionally, she will recruit and train new sales associates and expand HPN’s presence throughout the United States.

Grand Rapids – RCM Technologies, Inc., announced it will move its West Michigan office to Cascade Township as part of a collaboration led by longtime entrepreneur Peter Cook. The partnership enables RCM to relocate to Cook Plaza, a Cook Holdings property located at 2900 Charlevoix Dr. SE in Centennial Park. RCM’s current office at Atrium Woods, another Cook Holdings portfolio property at 618 Kenmoor SE, will soon become Ada-based GFT’s world headquarters. Grand Rapids - aimWest, West Michigan’s association of interactive marketing, announced last week that its membership grew 26% in the month of February. Strong attendance at the organization’s high-profile events has helped to significantly expand membership. Grand Rapids - Oak Crest Communities, with four retirement communities in West Michigan, today named Grand Rapids advertising agency J.W. Messner Inc. as its agency-of-record for the creative development and production of its advertising, marketing and public relations needs. Plymouth – Perceptron, Inc. announced it has retained Lambert, Edwards & Associates, Inc. to assist the Company in increasing its investor outreach and communications efforts.

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Corporate Information Detroit – Miller Canfield announces that it again ranks first among Michigan bond counsel law firms in the 2008 Bond Counsel Rankings by Thomson Financial, completing 123 long term new bond issues totaling $4.08 billion. The firm has been the number one-ranking bond counsel in Michigan every year in the ranking’s 29-year history. New York, NY - Global Security Associates, LLC will be known as Global Elite Group, Inc. Founded in 2002, by William McGuire, the company has emerged as a leading commercial and general aviation security services provider with 10 offices located at international U.S. airports. Detroit – The U.S. Small Business Administration’s Michigan District Office presented its fiscal 2008 lender awards at the 11th Annual Michigan SBA Lenders’ Conference held in Lansing today. Citizens Bank was named Michigan Lender of the Year, SBA’s award for the best overall performance. Citizens Bank approved 128 SBA loans worth more than $28 million in fiscal 2008. Other award winners included: SBAExpress Lender of the Year – Chase Award for the lender which had the most SBAExpress loans. Chase approved 392 SBAExpress loans. This is second year that Chase has won this award; PLP Lender of the Year – Citizens Bank. The most loans approved by a preferred lender, which enjoy full delegation of lending authority. Citizens Bank approved 70 PLP loans; Business Development Lender of the Year – mBank. Award for the lender which did at least 10 SBA deals in fiscal 2009 and had the largest percentage increase of approvals. mBank’s loans jumped from 11 in fiscal 2007 to 16 in fiscal 2008, an increase of 45%; Community Lender of the Year – United Structured Finance

Company. Best overall performance among Michigan-based, non-PLP lenders. Criteria include total volume, new market activity, and comparison with historical performance; 504 Lender of the Year – Bank of America. In recognition of the best overall support of SBA’s 504 loan program. Bank of America supported 16 504 deals for over $8.5 million with four Michigan certified development companies last year; New Markets Lender of the Year – Chase. Best overall performance in lending to new markets (minorities, women, and veterans), including the percentage of Chase’s SBA loans that went to new markets and its support for the full diversity of the population. Grand Rapids – The Days Hotel Downtown Grand Rapids was recently awarded “Renovation of the Year” by Days inn Worldwide, a subsidiary of Wyndham Worldwide Corporation -- out of 1700 properties brand wide. The hotel also received the coveted Days Inn® Chairman’s Award for Quality, which places the hotel as one of the highest quality properties in the Days Inn system. Both awards – the latest in a series of recognitions for the hotel – were presented at the annual convention held earlier this month in Orlando, Florida.

Grand Rapids - While many financial institutions have tightened up on lending, Option 1 Credit Union is preparing to increase loan volumes with the release of new spring loan specials. During the months of April and May, Option 1 will offer a special 36-month loan for ’07, ’08 & ’09 model year vehicles. The annual percentage rate is set at 3.75%. A reduced rate will also be offered on a 10-year fixed rate home equity loan, designed to offer a quick alternative to the traditional mortgage refinance. Grand Rapids - GRCC’s Construction Remodeling program, which trains students according to the LEED For Homes certification standards demanded in today’s workplace, has earned a gold certification for going above and beyond standards in the remodeling of a home for Habitat For Humanity of Kent County. It is the first such award GRCC has ever earned for remodeling a home.

Grand Rapids – Legal Aid, a law firm of West Michigan, donated over $1 million in time and money for the second year in a row, raised by pro bono attorneys. Since 2000, over $7 million in time and money has been donated to Legal Aid to help the poor in local communities. Legal Aid has provided free assistance free legal assistance to the less fortunate for the past 88 years. Chicago, IL - NationAir Aviation Insurance announced today that it has once again partnered with Parade of Planes (formerly known as Parade of Pistons) as the expo’s exclusive aviation insurance partner. Parade of Planes is a series of four regional events that showcase the most desirable personal aircraft on the market, along with related professional resources for buyers. Parade of Planes will feature exciting new aircraft, ranging from light sport to light turbine, all at one FBO for three days. NationAir will be on hand to answer shoppers’ aviation insurance questions.

Holland – Macatawa Bank Corp. has received an award from the Michigan Bankers Association for promoting financial literacy. Macatawa Bank was recognized with a 2009 Financial Literacy Award from the MBA for “making a special effort to promote” financial literacy. Madison, WI - For the second year in a row, TDS Metrocom® has been named one of West Michigan’s 101 Best and Brightest Companies to Work For by the Michigan Business & Professional Association.

Soo Locks Open the Shipping Season Detroit – The U.S. Army Corps of Engineers announced the world famous Soo Locks in Sault Ste. Marie Mich., opened Wednesday, March 25, marking the beginning of the Great Lakes shipping season. The 450-foot Canadian tanker the M.T. Algosar was the first ship to clear the Poe Lock at 5:15 p.m. Windy weath-

er delayed the Algosar, which was up bound carrying fuel oil to Thunder Bay, from passing through the Poe Lock earlier Wednesday. Since Jan. 15, the Poe Lock, one of the Soo’s two operational locks, was closed and underwent an inspection and maintenance during the winter shutdown. The second operational lock at the

Soo, the MacArthur Lock, has been closed since Dec. 15. The MacArthur Lock is undergoing maintenance and is expected to reopen later next month. All the work on both locks have been done by 60 Corps employees, many of whom normally would have been subject to a layoff. In 2008, 8,461 vessels passed

through the Soo Locks, carrying 80.6 million tons of cargo, mainly iron ore, coal, stone and other bulk products. Operation and maintenance of the Soo Locks falls under the jurisdiction of the U.S. Army Corps of Engineers, Detroit District. Located on the St. Marys River, the locks have been a part of the Corps’ navigation mission since 1881.

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Personnel Updates Grand Rapids - George Lessens, Chief Meteorologist of WZZM 13, was inducted into the 2009 Silver Circle by the Board of Governors of the Michigan Academy of Television Arts and Sciences (NATAS). Lessens has been with WZZM 13 since 1980 and is honored to receive this award. Grand Rapids - Kelli Rose has been promoted to assistant vice president and banking office manager of Independent Bank’s Plainfield location. Rose has been employed by Independent Bank since 1998, most recently serving as banking office manager. Grand Rapids - E. Thomas McCarthy, Jr., of Smith Haughey Rice & Roegge, has been named “Grand Rapids Best Lawyers Personal Injury Litigator of the Year”. He received this honor as a result of consistently being rated by his peers at the top of the Personal Injury Litigation field. Grand Rapids – Adamy + Company PC announced that Dwight Dettloff has joined the firm. Dettloff will be providing income tax compliance and accounting services to closely held businesses, their owners and high net worth individuals. Additionally, Adamy + Company PC welcomes Ashlyn Knutson to its Internship Program. Grand Rapids - The Grand Rapids Community College Alumni Board has named Gary Schenk recipient of the college's Distinguished Alumni Award for 2009. Schenk, a local attorney with a long record of community involvement, will deliver the main address at GRCC’s graduation ceremony, May 1.

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Muskegon - Jessica Sowles has been promoted to assistant vice president and banking office manager of Independent Bank’s two Muskegon locations. Michelle Burke has been promoted to assistant vice president, mortgage operations manager for Independent Bank. Burke joined Independent Bank in 1992. She most recently held the position of operations manager. Grand Rapids - Advantage Sign Supply, Inc. welcomes three new members to its Sales team: Tony Costanzo is the new sales representative for New Jersey, Connecticut, and New York City; Jack Zanone will handling sales for the southern Texas territory including the San Antonio; Jack Collin is handling sales for the state of Georgia. Grand Rapids- The Board of Directors of Fishbeck, Thompson, Carr & Huber, Inc. announced the promotion of John A. Condie, P.E. to the position of Principal, the highest management and leadership honor at FTC&H. Condie has over 20 years of experience and has functioned as a role model handling a variety of projects in electrical, instrumentation, and control system services for municipal and industrial clients. Grand Rapids – The Board of Directors and Foundation Trustees of American Women in Radio and Television (AWRT) awards WZZM 13 News the esteemed Gracie® Award in the Outstanding Documentary – Short Format category, for the entry: Jessica’s Story. Jessica’s Story was produced by Weekend News Anchor and Health Reporter, Valerie Lego, Photojournalist, Jim Sutton and News Producer, Josh Aldredge.

A. T

ICHAEL AWNEY INDEPENDENT ACCOUNTANTS

Grand Rapids - Chuck Hoyt has been named Vice President of Development for local commercial real estate development firm Locus Development. Hoyt most recently was director of real estate development for Lighthouse Communities, Inc. in Grand Rapids. Grand Rapids – Bill Schuette, senior counsel at Warner Norcross & Judd LLP, was recently honored by the Michigan Association of Chiefs of Police as the Public Servant of the Year for 2008. Schuette, who joined the Firm in January after completing a term on the Michigan Court of Appeals, was recognized for his work in opposition of the medical marijuana initiative that became state law last fall. Grand Rapids – Shari Schwanzl, RN, BSN, MBA, joined Helen DeVos Children’s Hospital as vice president, nursing services. Schwanzl is responsible for planning, organizing and directing the children’s hospital nursing services and programs. She brings 20 years of significant nursing leadership and children’s hospital experience to this position.

Grand Rapids – Two Warner Norcross & Judd LLP attorneys will be honored by The Best Lawyers in America® during a special 25th anniversary event in April. Hugh H. Makens and Charles E. McCallum are among the elite group of attorneys who have been listed in Best Lawyers since the publication began rating attorneys in 1983. Grand Rapids – Miller Canfield announced that Joseph M. Infante has joined the Grand Rapids office as an associate. His practice focuses on complex commercial, intellectual property, and appellate litigation. East Lansing - Robin King-Fuller, bank manager of Independent Bank’s Mason location, has joined the Mason Area United Way board of directors. King will serve a three-year term. Kalamazoo - Kreis, Enderle, Hudgins & Borsos, P.C. announced that Thomas G. King a shareholder in their Kalamazoo office has recently been elected secretary of the board of directors for Advocacy Services for Kids (ASK).

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Powder Coating Magnum Powder Coating was extablished in 1992. Capabilities include production up to 8’ and custom up to 25’. www.magnumpowdercoating.com Conference Conference Centers Haworth Inn & Conference Center in Holland; 50 room lodging, meeting and banquet facilities serving 400 people. Ballroom and Breakout rooms. www.haworthinn.com

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Personnel Updates Grand Rapids - Kreis, Enderle, Hudgins & Borsos P.C. announce that attorneys Sara E.D. Fazio and Heather A. Bell have joined the firm as associate attorneys in their Grand Rapids Office. Fazio and Bell also practice in the areas of Probate; Business Law; Creditors Rights; and Civil Litigation. Grand Rapids - Hope Network announced Dave Simpson as the new vice president and executive director for Developmental and Community Services. Simpson will assume responsibility over all specialized care programs for individuals with a developmental disability, as well as Hope Network's comprehensive support services. Holland – Haworth, Inc. has appointed Milica Vidovich as Business Development Director for the Chicago region. Vidovich’s role will be to work closely with dealers and the Haworth team to implement sales, corporate strategy and marketing efforts for the Chicago market.

Grand Rapids - Michael C. Haines, a member of the law firm of Mika Meyers Beckett & Jones PlC, was recently reappointed as Chairman of the Legal and Legislative Committee of the Michigan Oil and Gas Association. Grand Rapids - Lisa Walters, Janitorial Supervisor for Cooley Law School’s Grand Rapids’ campus, has been named winner of the 2008 award for Supervisor of the Year in an account under 100,000 square feet by Grand Rapids Building Services. Grand Rapids - Northpointe Bank welcomes several new associates to its team: Nichole Jorden-McElwee recently joined as a personal banker assistant; Clint Hedrick recently joined as a collector; Julie Beemer joined as a collector; Thomas Bissett recently joined as the senior commercial loan officer; Colleen Thiel joins as marketing project coordinator; LeAnn Smith joins as customer service representative.

Review: Future Energy

By Rolf getAbstract

Dobelli,

Chairman,

A veteran Wall Street Journal reporter, Bill Paul takes the investor’s perspective on the development of alternative energy sources. Americans are paying more for gasoline, and national polls show that many believe oil companies are manipulating prices to maximize profits. They are correct, at least in part: Oil com-

panies have a responsibility to their shareholders to make money. However, supply and demand are the main determinants of oil prices, and oil-producing countries, including Iran and Saudi Arabia, have even more control over the world oil supply than oil companies do. In this easy-tounderstand book he explains how particular companies, industry developments and strategic forces will propel the creation of a new energy industry. He covers all the bases: Mideast politics, synthetic fuels, oil shale, and energy synergies between electric and oil. He provides practical advice, including three appendices, a glossary and, most important, a list of 100 companies that are poised to make revolutionary innovations, for speculators who are seeking the next big thing. The writing is occasionally choppy, but this is not a significant flaw in a book that getAbstract believes is full of literally valuable information, some of which might help you strike it rich. Bill Paul. Future Energy: How the New Oil Industry Will Change People, Politics and Portfolios. John Wiley & Sons, 2007. List Price: $21.95. ISBN-13: 9780470096420. getAbstract is the leading provider of business book summaries, with more than 5,000 titles covered. www.getabstract.com

Grand Rapids - Steve Amshey, production coordinator for DreamMaker Bath & Kitchen of Greater Grand Rapids, recently completed certification for tub liner installation at the DreamMaker corporate offices in Waco, Texas and serves as an in-house expert.

Grand Rapids - Patrick R. Drueke, an attorney in the Real Estate Practice Group at Rhoades McKee, PC, has been designated as a Leadership in Energy and Environmental Design Accredited Professional (LEED® AP) by the United States Green Building Council (USGBC).

Grand Rapids - The Grand Rapids Area Chamber of Commerce announced that Linda Zizos has joined its team as the vice president of membership development. Zizos brings to the Chamber team more than 25 years of sales and management experience, most recently in the strategic staffing industry.

Lansing – Michigan Certified Development Corporation announced Mike Chatas of United Structured Finance Company as their 2009 Partner of the Year, for his work in providing Michigan businesses with Small Business Administration loan financing.

Grand Rapids - The Land Conservancy of West Michigan announced the hiring of Peter Homeyer as the organization’s new Executive Director. Homeyer replaces Julie Stoneman who left the organization for personal reasons. Homeyer has been a member of the Land Conservancy staff since 2005. Grand Rapids - Warner Norcross & Judd LLP has been recognized as one of the leading law firms in Michigan by Chambers USA 2009. Additionally, 11 attorneys in the Firm were recognized individually for their work in the above areas, as well as bankruptcy law. The 11 attorneys are: James H. Breay; Robert J. Chovanec; Douglas A. Dozeman; Anthony J. Kolenic; Mary Jo Larson; Hugh H. Makens; Charles E. McCallum; John H. McKendry, Jr; Robert H. Skilton III; George L. Whitfield; Lisa B. Zimmer. Grand Rapids, Lansing, Kalamazoo, Farmington Hills, Cincinnati. OH Fishbeck, Thompson, Carr & Huber, Inc. announced Douglas L. VanDyke, P.E., as senior mechanical services director, and Juliet C. Jakobowski Maes, AIA have joined FTC&H’s Farmington Hills office. VanDyke will grow and develop the firm’s architectural and engineering services in the metro Detroit area. Jakobowski Maes will lead healthcare programming and planning in the healthcare architecture studio. Detroit – Joan Purgiel, vice president of National City Bank of Manistee, has been named the 2009 Michigan Women in Business Champion of the Year by the U.S. Small Business Administration. Purgiel is a founding member of the Women’s Economic Resource Center, a non-profit organization that supports women and girls in Manistee County and surrounding areas.

Grand Rapids – NALS of West Michigan announced that it has elected officers for 2009-2010. The officers, who will serve a one-year term, include: president: Annette L. Jeltema, Warner Norcross & Judd LLP; vice president: Lisa L. Boyd, Legal Aid of Western Michigan; Secretary: Cameo D. Johnson, Barnes & Thornburg LLP; treasurer: Karen Elgersma, Varnum Riddering Schmidt & Howlett, LLP; governor: Sherri J. Bowden, Clark Hill PLC; first alternate governor: Rebecca V. Quimby, Warner Norcross & Judd LLP; parliamentarian and second alternate governor: Janette M. Olexa, Warner Norcross & Judd LLP. Holland (BUSINESS WIRE)-LeanLogistics announces that Chris Timmer, senior vice president sales and marketing, has been named a Provider Pro to Know for 2009 by Supply & Demand Chain Executive magazine. Grand Rapids - Cooley Law School professor Nancy Wonch, Grand Rapids Head of Public Services at the Law Library Aletha Honsowitz, and assistant professor Stevie Barachkov at Cooley’s Auburn Hills campus have been honored with the Great Deeds Service by the law school’s Center for Ethics, Service, and Professionalism. Cooley Associate Professor Paul Marineau has been appointed to the Board of Review in Douglas by the Douglas City Council. Grand Rapids - Kevin Gardenier, CMFC, Business CFP®, a financial advisor for Waddell &

update

Reed in Grand Rapids has earned the nationally recognized CERTIFIED FINANu b l(CFP®) i c acertification. tion CIAL PLANNER™ Muskegon - Brian Gerrans, CMFC, CFP®, a financial advisor for Waddell & Reed in Muskegon has earned the nationally recognized CERTIFIED FINANCIAL PLANNER™ (CFP®) certification.

Past 12 Months Online at

www.businessupdate.com

Grand Rapids - Two Warner Norcross &

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Personnel Updates Judd LLP attorneys have been recognized as the top lawyers in their practice areas by The Best Lawyers in America®. Gordon R. Lewis was honored as “Grand Rapids Best Lawyers Banking Lawyer of the Year” and Charles E. McCallum was recognized as “Grand Rapids Best Lawyers Corporate Lawyer of the Year.” Grand Rapids – Echelbarger, Himebaugh, Tamm & Co. PC (EHTC), recently hired Christi Atwood as an administrative services specialist to support the director of EHTC Technology Solutions and department team members. Grand Rapids - The Michigan Small Business and Technology Development Center (SBTDC) has appointed Carole Williams as its finance manager. Williams holds responsibility for the grants and financial management of the SBTDC state headquarters, hosted by Grand Valley State University. She will also be responsible for the financial oversight of the 12 MI-SBTDC statewide regional centers, the statewide technology business assistance program funded by the Michigan Economic Development Corporation, and the state-supported Emerging Technologies fund.

Grand Rapids - Service Express, Inc., has hired Erica Herbig to join the SEI Dispatch Team in its corporate office. Traverse City - Erika Sparrow has been named vice president of the Home Furnishings Division of Knorr Marketing. Sparrow was most recently V.P. Sales and Business Development for Banner Marketing in Liberty Lake, Washington. Grand Rapids - Ted Lascari has joined J.W. Messner Inc. as an account executive. Previously with the Business Review of West Michigan, he has an extensive background in both traditional (print) and non-traditional (Web 2.0) advertising and marketing services. Allendale - Governor Jennifer M. Granholm appointed two new members to Grand Valley State University’s Board of Trustees. Sue C. Carnell, former deputy superintendent of Detroit Public Schools, and David L. Way, with the United Food and Commercial Workers Union, will replace Dan Aronoff of Birmingham and Donna Brooks of Holland, whose terms have expired.

Grand Haven - Independent Bank senior loan officer Marlo Morgan has been recognized by Grand Haven Tribune readers as Best Mortgage Consultant for 2009. The People’s Choice survey is administered annually and results are compiled through ballots turned in by readers. Grand Rapids – Williams & Works announced the addition of Angela G. Lierman, EIT, to its structural engineering group. Angela has been assigned to the Statewide Bridge Load Rating contract that Williams & Works is currently performing for the Michigan Department of Transportation,

Julietta Brothers: WK Chamber Member of the Month

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Allendale - Grand Valley State University announced that Imad Mahawili, Ph.D., the executive director of the Michigan Alternative and Renewable Energy Center in Muskegon will leave his post effective April 1, 2009. The university has appointed Arnold Boezaart, the former vice president for Grant Programs for the Community Foundation for Muskegon County as the temporary director while the university searches for a permanent replacement.

By Ted Booker Julietta Brothers, school-to-careers coordinator for East Kentwood high school, has a penchant for recruiting people and putting them in the right places. Serving as the Kentwood Public Schools’ education representative for the Wyoming-Kentwood Chamber of Commerce’s education committee, she’s had ample opportunity to do precisely that. “Basically I’m the liaison between the school and the chamber of commerce,” Brothers said. “They set up and finance the programs, and what I do is share with them my feelings and communications from the other teachers, giving them input as to what will work. The Chamber has such cool programs, and I really want the school to be involved in these free opportunities for students.” This year Brothers has played an active role recruiting contacts for the

Chamber’s education-committee projects, namely the Business 'n Books and Sport of Words events. She said that the former event, which will be held March 23-27, has been a unique way for the Chamber to promote reading. Chamber members will be reading a children’s book to over 60 elementary-school classes. “Every year the chamber of commerce does an activity where they read to second-grade students to encourage reading, and the last couple of years a high school student has illustrated a children’s book that Kathy Batey, who also serves for the Chamber, has written. This year I contacted one of our art teachers, Lee Tran, and three of our senior art students volunteered to do these illustrations,” Brothers said. The Sport of Words competition will be held 6 pm on April 28th at the Grand Rapids Airport Hotel. “The Sport of Words is a speaking contest for fifth graders. In fifth grade part of the language-arts curriculum involves introduction to public speaking,” Brothers said. “This particular activity helps students apply that to an outside-of-school event. Each classroom will pick a student that’s interested, and if they are the Chamber will help them write a speech for the contest.” Brothers also enjoys seeing her career-development work with students at East Kentwood come to fruition. “I help teachers, students and parents in the community build opportunities that students can explore,” she said. “I like the opportunity to see students’ success through internships and when they get a job because of the steps they’ve gone through.”