the chamber news - july

THE CHAMBER NEWSJuly 2012 | Vol. 12 | No. 7

A publication of the Grand Rapids Area Chamber of Commerce

Celebrated Service: Customer Service That’s Authentic & Extraordinary!

The Chamber Open drives fun and networking on the range!

Have lunch with Lt. Gov. Calley and hear news from the top about where MI is headed.

Businesses to host Educators in the Work-place, providing real-world insight into teaching today’s job skills.

Create a culture of outstanding customer service in your business with these four tips!

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Lace up your shoes for Silent Observer ‘s Light the Night 5K fundraiser.

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People want to be treated in a way that is genuine; not just a transaction, but an interac-tion that makes them feel good about themselves and their choice to spend their money in an establishment. At Celebration! Cinema, we believe in the notion of teaching service, specifically teaching employees the art of Celebrated Service. Celebrated Service is a discipline of the heart; the more one practices it, the more authentic, unique and powerful it becomes. It means emphasizing accuracy, politeness and enthusiasm. It means encouraging staff to engage with customers through smiles, eye contact and a friendly greeting, and empowering employees to go the extra mile. Last year, Celebration! Cinema launched the Celebrated Service Award as a way to learn through storytelling about extraordinary service and to spotlight local businesses

continued on page 4

By Emily Loeks, Chamber Member & Director of Community Affairs at Celebration! Cinema

The unemployment rate for Kent County is at its lowest point since 2008, but there are still a number of manufacturers looking to hire workers. To address this problem, the Chamber is partnering with The Right Place, Inc. and Michigan Works! of Kent & Allegan Counties to host a week-long employability program for job seekers interested in a manufacturing career. This Ready NOW! event will run from July 30 – August 3 and is open to area busi-nesses interested in participating. Unlike traditional job fairs or hiring methods, the Ready NOW! format focuses on pairing employers and job seekers so they can learn from one another. Through work-shops, panels, discussions and skill development exercises, job seekers gain a greater un-derstanding of what area employers are looking for.

Ready NOW! Event Targets Manufacturers with Hiring Needs

continued on page 7

www.grandrapids.org2 The Chamber News July 2012 | Issue Sponsor: Huntington Bank

The Chamber News Editorial Policy

CHAMBER News & Notes

Educators in the WorkplaceAs participants in “Educator in the Workplace,” nearly 40 local teachers are set to immerse themselves in the day-to-day opera-tions of 20 local businesses in early August. During this week-

long professional development opportunity running August 6 – 10, educators learn from on-the-job experience about the careers and skill sets their stu-dents will need to succeed. Our regional success de-pends on having a skilled work-force ready to contribute and help local businesses grow. This is an excellent chance for the Chamber to expand relation-ships between business and

education by helping teachers answer the age-old question students pose: “How is this relevant?” Partner businesses will host a pair of educators as they “job shadow,” helping them discover how teams, projects, and even whole companies work. Participating educators observe 21st Century Employability Skills in action and identify real-world connections to use in the classroom. We are still looking for companies to host educa-tors in August. If your company is interested in learning more about “Educator in the Workplace,” please contact Chris Glass at 616.771.0311 or [email protected]. Thank you to Program Underwriter Blue Cross Blue Shield of Michigan. Additional sponsorship opportunities are available. Please contact Leslee Fritz at [email protected] or 616.771.0357 for information.

U.S. Chamber Board Elects Steve Van Andel Vice Chairman

On June 6th, the U.S. Chamber of Commerce Board of Directors elected Steve Van Andel, chair-man of Amway, as its vice chair-man for a one-year term. “Steve works hard, excels in business, and gives back to the community. He is a tireless advo-cate of the free enterprise system here and around the globe,” said U.S. Chamber President and CEO Thomas J. Donohue. “Washington could learn a lot from his example on how to create jobs and get our economy growing again.”

As chairman of Amway since 1995, Van Andel is respon-sible for managing the daily operations and has led the expan-sion of the business. Previously, Van Andel served a one-year term as chairman of the U.S. Chamber of Commerce from 2001 to 2002 and subsequently was chairman of the board’s Executive Committee. He is vice chairman of the U.S.-Korea Business Coun-cil, where he works on behalf of free trade. “We have an outstanding local businessman represent-ing us on the U.S. Chamber of Commerce board, “ said Rick Baker, President and CEO of the Grand Rapids Area Chamber of Com-merce. “Steve is helping to direct activities in Washington on be-half of business and chambers across the country.”

Are you new to Grand Rapids and looking to get connected? Or maybe you’re a long-time resident and want to meet new members of the community. You won’t want to miss the Grand Rapids House Party. It’s the ultimate party and one that will show newcomers just how

inclusive and welcoming our city is. See the best Grand Rapids has to offer— its diverse people and fabulous living spaces! Start the evening with a small cocktail party hosted by a Grand Rapids homeowner, and end the evening with a great party at OST (Open Systems Technology) in the renovated Drueke Building. Party goers get to mingle and meet in both the small and large scale. We promise an event like none other we’ve or-ganized before. You won’t want to miss Grand Rapids House Party 2012.

Grand Rapids House Party

Date| Wednesday, August 29Time | Cocktail parties start 5:30 Cost | $60 individual Register| www.grandrapids.org or 616.771.0303

Interested in hosting a cocktail party at your home? Contact Alexis at 616.771.0341or [email protected] .

Sponsorship opportunities are available. Contact Leslee Fritz at 616.771.0357 or [email protected].

Chamber staff attending 2011 Crain’s Detroit House Party.

www.grandrapids.org 3The Chamber NewsJuly 2012 | Issue Sponsor: Huntington Bankwww.grandrapids.org

The Chamber News Editorial Policy

Recycle Me

Articles written by outside authors do not necessarily reflect the view or position of the Grand Rapids Area Chamber of Commerce. The position of the Chamber will be clearly stated.

The Chamber reserves the right to reject advertising based on content and does not accept advertising that conflicts with a position of the Chamber.

The advertising of products and services in The Chamber News does not necessarily represent endorsement by the Grand Rapids Area Chamber of Commerce.

The Chamber News (USPS 357-010) is published monthly by the Grand Rapids Area Chamber of Commerce. 111 Pearl St. NW, Grand Rapids, MI 49503.p: 616.771.0300 | f: 616.771.0318 | www.grandrapids.orgSenior Editor: Latricia Trice | 616.771.0332 | [email protected]: Leslee Fritz | 616.771.0357 | [email protected]: Blaine Puckett | [email protected] Editor: AliciaMarie Belchak | [email protected]

Second Class Periodical Postage Paid at Grand Rapids, MI.POSTMASTER: Send Address changes to The Chamber News at the Address above.

RIBBON CuttingsCongratulations to the following members who celebrated grand openings, anniversaries and new additions! If you have an upcoming groundbreaking, grand opening, product launch event, or other reason to celebrate, visit www.grandrapids.org/ribboncuttings to see how we can help. We even bring the giant scissors!

Bagger Dave’s celebrated the grand opening of their 2nd West Michigan location in Grandville.

Subs-N-More opened the doors of their new location in downtown Grand Rapids.

The first Wellness Experience Walgreens store in Michi-gan is now open on Cascade Rd SE.

The new training center was unveiled at West Michigan Plumbers Fitters and Service Trades Local #174.

Metron of Forest Hills celebrated the opening of their re-cently renovated subacute unit and family lounge.

The Cheshire Grill celebrated their grand opening at 2162 Plainfield Ave NE.

DVS unveiled the new name and branding of their DVS Interact group at their annual Summer Fest Celebration.

Robinette’s celebrated 100 years with the unveiling of their Centennial Farm sign.

Jake’s Fireworks opened their first Michigan Store on 28th Street in Grand Rapids.


Celebrated Service brightens everyone’s day at Celebration! Cinema.

delivering it. Hundreds of stories were told that showcased the same principles: Businesses providing Celebrated Service take pride in excellent work, take time to get to know their customers, and seem to have fun as they serve people. These businesses empower staff to engage guests with creativity and equip them with resources for responding to chal-lenging situations. They are the ones who serve with humor or a friendly smile, who notice and assist without being asked, who are knowledgeable and take pride in their own product, and who may even refer you to another business that can better meet your needs. Teaching Celebrated Service means cultivating the skills required to create fun, lively customer interactions filled with creativity and kindness. It also means following the Gold-en Rule within your business model—seeking opportunities to serve each other on staff with the same attentiveness we hope is extended to our guests. Simone Artz, cast member at our Celebration! River-town Theatre, made our day when she observed:

Grand Rapids has in its DNA a culture of and capacity for great service. This region could become known as one of the most welcoming and service-minded regions in the country. Combine this with the wealth of creativity and entrepreneurial-ism that we possess and we really have something to celebrate!

“Celebrated Service not only brightens the custom-er’s mood, but it brightens mine too. When I know that I did something good for someone, it makes me feel happier.”

Celebrated Service, from the front cover

Lace up your shoes for a great cause as we take back the streets of Grand Rapids with the first ever Silent Observer Light the Night Against Crime 5K Run/Walk! The event, held at Calvin College on Thursday, August 9, will offer a fun-filled, family-friendly expo with children’s activities and a police equipment display. Race fees and additional funds raised will finance a victim memorial planned for dedication during a Silent Observer candlelight vigil on the National Day of Remembrance and Hope on Tuesday, September 25. The Light the Night Against Crime 5K Run/Walk itself will be dedicated to solving three cold cases:

• Janna Kelly – disappeared in December 2007 and was found murdered in March 2008• Erica Sevigny – killed by a hit-and-run driver in April 2010• Lee Priester – shot and killed in July 2007

Since January, tips to Silent Observer have assisted police in making arrests on the Streams of Hope shooting; armed bank robberies of Huntington Bank, Fifth Third Bank and My Personal Credit Union; an armed robbery of a Clark Gas Station; two robber-ies of party stores, and many other crimes throughout Kent County. Funded only by donations, Silent Observer hopes to bolster support with the Light the Night Against Crime 5K Run/Walk. Special thanks go to event sponsors Blue Cross Blue Shield of Michigan, Calvin College, and Gazelle Sports for helping stop crime! Date | Thursday, August 9Time | 5 p.m. Family event & expo booths, 7 p.m. Race beginsLocation | Calvin College, 3201 Burton Street SECost| $25/race registrant, $5/kids fun runRegistration | www.silentobserver.org/lightthenight.asp or call Chris Cameron at 616.454.9110Event sponsorship opportunities still available!

Silent Observer 5K Light The Night Against Crime

Sponsored by:

‘‘People want to be treated in a way that is genuine—not just a transaction, but an interaction…’’ — Emily Loeks

www.grandrapids.org 5The Chamber NewsJune 2012 | Issue Sponsor: Huntington Bankwww.grandrapids.org

The Chamber News helps you get to know fellow members by profiling two organizations in each issue.

PENINSULA TRADING TRAVEL GEAREstablished October 2009, Peninsula Trading Travel Gear is a unique retail shop for the savvy traveler—and for those seeking inspiration for their next trek. According to owner Betsy Bor-

den, it’s a place where customer service and product excellence meet. “Whether it’s an African safari or a weekend in Traverse City, ensuring every customer will be travel ready for their next adventure is my goal,” said Borden. “From apparel to accessories, I

stock products designed to make traveling more organized and enjoyable!” Nestled in the heart of the East Hills neighborhood at 972 Cherry St. SE, Peninsula Trading Travel Gear carries the top brands in travel gear—specializing in travel apparel, bags and accessories. Customers can count on Betsy to greet them in her characteristically warm style and provide tailor-fit travel solu-tions with her insightful products. “Customer attention and quality products are the heartbeat and success of my business,” noted Borden. It’s a lesson she learned early in life while watching the local chamber of commerce help her family build lasting friend-ships—finding she admired the mutual respect of business owners. “As I decided to open a retail shop, one of my father’s first suggestions was to make sure I joined the Grand Rapids Area Chamber of Commerce,” she said, adding that she values the friendships she’s made through the Chamber.

To learn more about Peninsula Trading Travel Gear, take a trip to http://www.peninsulatrading.com.

GENIUS PHONE REPAIRThe owners of Genius Phone Repair—three twenty-some-thing graduates of Wyoming Park High School—know all too well that, when a cell phone breaks, customers need to be treated with a special bedside manner!

“We fix anything from devices that won’t power on to shattered screens,” said co-owner Garry Von-Myhr. “We offer a free diagnosis and a 90-

day warranty with all of our repairs. Plus, we are consis-tently trying to call and update our customers on any device being held for more than two or three hours.” With that kind of care-oriented customer service, Genius Phone Repair has grown in just three years from a basement business to two successful storefronts—one at 4693 Wilson Ave. SW in Grandville and one at 2090 Celebration Dr. NE at Knapps Corner. The tech team works with small, medium, and large companies to provide repair and device protection on phones, iPads, and other mobile devices. They also buy, sell, and recycle old or broken phones. Not only do the phone whiz-zes help customers keep the environment clean by recycling, but they also offer corporate discounts to businesses of all sizes. Supporting customers and being involved with the local community is important to Genius Phone Repair, according to VonMyhr, and he said being a Chamber mem-ber is a great way to do that while tapping into networking opportunities and business-to-business relationships.

MEMBERS In The Spotlight

Build Your Business One Referral at a Time

Business By ReferralsFor more information contact Ivan Fedore at

616.771.0353 or [email protected]

Dial up more information on the experts at Genius Phone Repair at http://www.geniusphonerepair.com.


Member FDIC. Huntington® is a federally registered service mark of Huntington Bancshares Incorporated. Huntington.® Welcome.TM is a service mark of Huntington Bancshares Incorporated. ©2011 Huntington Bancshares Incorporated.

STOP BY OUR NEWEST LOCATION ON

35 Michigan St. N.E. First Floor Downtown Grand Rapids(across from Helen DeVos Children’s Hospital)

Monday-Friday9:00am - 5:30pm616-242-4520


Members Ace Networking, Drive Chamber Open 2012 Success!The sun shone favorably on over 150 chamber, community, and business members during the 2012 Chamber Open at Saskatoon Golf Club on June 14, marking an enjoyable day of networking on the greens, good food, prizes, and fun activities on the course. “I have participated in many golf outings through the years, and I will place this one as one of the best,” said first-time attendee J.R. Mammina from Lakeshore Office Furniture. “Everything was planned and organized to the ‘Tee’ at the Chamber Open.” Over 38 foursomes teed off for the annual outing and mingled with 19 area businesses that provided entertainment for the golfers throughout the day. Presenting sponsor Lack Enterprises, event underwriter Blue Cross Blue Shield of Michigan, and course sponsor Huntington Bank all scored special thanks for their generous support. These and many other great sponsors helped make this event possible. A big thank you also goes to our hosts at Saskatoon Golf Club for inviting everyone out to their beautiful course and facilities! “Hats off to the entire Chamber team for putting on such a great event!” said Jennifer Reeves, the Director of Sales and Service with Serendipity Media, publisher of the new West Michigan Woman Magazine and one of the many business sponsors who stayed on par with this fun way to network and build professional relationships. “We had a very positive experience. We made new connections and it was great exposure for our new product.” On the fairway or off, it was clear this outing should be on members’ calendar every year. “It was well run, entertaining and offered a good mix of golf and networking,” said Bill Benson, partner at WilliamCharles Search Group. “I was able to reconnect with several people. I’ll look forward to this fun event next year!”

Be part of the gallery or just replay the fun with photos, sponsors, and the lineup for next year’s outing at www.grandrapids.org/the-chamber-open.

Presenting Sponsor Event Underwriter Course Sponsor

Job seekers who complete the week-long program are guaranteed two interviews for jobs that are immediately available from area employers. Similar programs throughout the region have resulted in a better than 60 per-cent placement rate. We are looking for manufacturing companies who have jobs avail-able in late July to participate. Participating employers have the opportunity to serve as panelists, assist with support workshops, be table facilitators, and also interview quality candidates at the completion of the program.

If you are interested in participating or volunteering for this program, please contact Chris Glass at 616.771.0311 or [email protected].

Ready NOW, from the front cover


CHAMBER Scene

Angie Hanks (Chemical Bank) and Tracey Bacigal (Grand Rapids Public Muse-um) take a moment to pose for a photo.

Business Exchange Luncheon - June 7, 2012

Ken Steensma (Help Build Community) and Marcello Robertson (iLocal).

Join us for the Grand Valley Metro Council Quarterly Luncheon featuring Lt. Governor Brian Calley on Monday, July 9 at Noon! This special event presented in cooperation with the Chamber offers you the chance to hear directly from America’s youngest Lt. Governor and Governor Snyder’s right-hand man committed to renewing Michigan’s lost spirit of bipartisanship. Elected to the Michigan House in 2006, Calley has built a strong resume of working across the aisle, working with Republicans and Democrats to promote a fair and honest legislative process. He also developed an intricate understanding about Michigan’s tax system and became the ranking Republican on the House Tax Policy committee during his House tenure. Later as President of the Senate, he cast the decisive tie breaking vote that overhauled Michigan’s tax code. Today, Calley is transforming Michigan’s second highest office to get real results for real people. He continues this long-time advocacy for taxpayers through working toward an environment where innovation can thrive. The Grand Rapids Area Chamber of Commerce is proud to be partnering with the Grand Valley Metro Council on this exciting opportunity. Reservations are required in advance and refunds without 24-hour notice will not be granted. Don’t miss your chance to meet with Michigan’s Lt. Governor!

Date | Monday, July 9Time | 12:00 p.m. Location | Prince Conference Center at Calvin College, 1800 East Beltline SECost | $25Registration | Please RSVP ASAP! Contact 616.776.7613 or [email protected]. Visit www.gvmc.org for more information.

Lunch with Lt. Governor Brian Calley

Sponsored in part by:

Steve Bailey (Bailey Engineering & Sales, LLC) and Matt Watson (Goldfish Swim School) swap contact information at the luncheon.

Participants deep in discussion at the Business Exchange Luncheon.

9The Chamber NewsJune 2012 | Issue Sponsor: Huntington Bankwww.grandrapids.org

Upcoming Chamber Events To Register Unless otherwise noted, register for events at www.grandrapids.org/events. Or, call the RSVP hot line at 616.771.0303 (please have your credit card information handy when you call). Questions about events? Call 616.771.0300. Special needs: Vegetarian meals are available, please let us know your dietary requirements when registering. Reasonable arrangements for people with disabilities will be made if requested in advance.

July

9 | Lunch with Grand Valley Metro CouncilJoin us at the July 9 Quarterly Luncheon as the Grand Valley Metropolitan Council, in cooperation with the Grand Rapids Area Chamber of Commerce, brings you Lt. Governor Brian Calley. Time | 12:00 p.m. Location | Prince Conference Center – Calvin College, 1800 East Beltline SECost | $25Visit www.gvmc.org for more information.

11 | West Michigan World Trade Association Golf OutingLocation | Saskatoon Golf Club, 9038 92nd St.Time | Four-person scramble - Shotgun Start 10:00 a.m.Cost | $105 per golfer, for WMWTA members. $130 per golfer for non-members. Includes 18 holes of golf with cart & dinner, drink tickets, lunch, and one door prize ticket.

11 | New Member ConnectionsBegin your involvement with the Chamber by network-ing with other new members!Time | 7:30 a.m. - 9:00 a.m. Location | Aquinas College - Donnelly Center, 1607 Robinson Rd. SECost | Free for new members (in first year of member-ship), includes light continental breakfast.Registration | Call the RSVP Hotline at 616.771.0303 or contact Mark Allen | [email protected] | 616.771.0348 (online registration is not available) Sponsored by:

12 | Business Exchange Luncheon Location | Fifth Third Ballpark, 4500 West River Dr. NECost| $18/member-early registration, $23/member after 5 p.m. July 6, $23/future member (may only attend once)

Sponsored by:

19 | What’s Magnetic about G.R.?A panel of interns will share their summer experience outside the workplace with employers. Time | 8:00-9:00 a.m.Location | Inner City Christian Federation (ICCF), 920 Cherry StreetCost|$15

30 | Ready NOW! Join this week-long employability program pairing employers and job seekers through workshops, panels, discussions and skill development exercises. Manu-facturing companies with job openings in late July are invited to participate.Date | Monday, July 30 – Friday, August 3Time | All DayLocation | TBDPartner Agencies: The Right Place, Inc. and Michigan Works! of Kent & Allegan Counties

August

6-10 | Educator in the WorkplaceHave your business host educators in your workplace to help local teachers learn what skills are needed in today’s workforce.Date | Monday, August 6 – Friday, August 10Location | Your Work Place (Teachers will meet at the Kent ISD for seminars.)Cost | Free to host businesses, $75 for participating teachersSponsored by:

9 | Business Exchange LuncheonThe Chamber’s #1 Networking event… at the Ballpark!Time | 11:30 a.m. - 1:30 p.m.Location | Fifth Third Ballpark, 4500 West River Dr. NECost| $18/member-early registration, $23/member after 5 p.m. August 3, $23/future member (may only attend once)

9 | Silent Observer: Light the Night Against Crime 5KLace up your shoes for a great cause as we take back the streets of Grand Rapids! This event is dedicated to three unsolved crimes in hopes that it will create awareness of these cases to bring justice and provide closure for the involved families.

Time | 5 p.m. Family event & expo booths 7 p.m. Race beginsLocation | Calvin College, 3201 Burton Street SECost| $25/race registrant, $5/kids fun run

14 | Grand Cultural TourJoin the Chamber for a bus tour featuring city appeal for professionals and highlighting our community neighborhoods.Time | 1:00 - 5:00 p.m.Location | Tour of Grand RapidsCost| $75, Lunch is included

16 | Minority Owned Business ExpoThe 3rd Annual Minority Owned Business Expo will provide the opportunity to network with a wide variety of diverse sectors in the Grand Rapids Area.Time | 5:00 p.m.- 7:00 p.m.Location | Goei Center 818 Butterworth St. SWCost to Exhibit| $50/member, $75/future memberCost to Attend | Free

20 | Politics & PintsConnect with elected officials over a pint or two, and learn how you can get more engaged with the political process in our community and state.Time | 5:30 - 7:30 p.m.Location | Buffalo Wild Wings Downtown, 8 Ionia Ave.Cost | $20Sponsored by:

29 | GR House PartyThe Grand Rapids House Party puts some of the most dynamic and creative home owners and loft dwellers together with newer-to-the-community residents in a one-of-a-kind evening. It’s the ultimate networking party that will show newcomers just how inclusive and welcoming our city is.Time | 5:30 - 9:30 p.m.Cost | $60/individualRegister | www.grandrapids.org or 616.771.0303

Registration and Cancellation Policy: Prepay-ment of events is required and guarantees a res-ervation. Cancellations must be received at least two business days prior to an event to be eligible for a full refund. No-shows will be billed.

9The Chamber NewsJuly 2012 | Issue Sponsor: Huntington Bankwww.grandrapids.org

www.grandrapids.org10 The Chamber News July2012 | Issue Sponsor: Huntington Bank

NEWS FlashesNewsflashes is a feature of the Chamber News that recognizes Chamber members’ new products or services, new or promoted employees and recogni-tion that they have received. E-mail press releases to [email protected]. Deadline: first Friday of each month.

Rhoades McKee, WZZM 13, Spartan Stores, Country Fresh, and Christian Brothers Automotive are working together to help families in W. MI with the annual “Food for Families” Campaign.

Congratulations to Chamber members George Aquino, Manager of JW Marriott, Sean Welsh, Regional President, W. MI at PNC Bank, and Phillip Weaver, President and CEO of Hope Network on receiving a “Father of the Year” Award from the American Diabetes Assn. and the Father’s Day Council of Grand Rapids.

The U.S. Chamber of Commerce’s board of directors elected Steve Van Andel, Chairman of Amway, to serve as its vice chairman for a one-year term. He previously served a one-year term as chairman from 2001 to 2002 and subsequently was chairman of the board’s Executive Committee.

High-end fashion retailer A.K. Rikks will soon slip into a comfortable and new stylish space at 6303 28th Street.

Gaylen J. Byker, President of Calvin College, is among 28 higher education leaders who formed The President’s Pledge Against Global Poverty, a new initiative to help end extreme poverty and promote personal philanthropy.

Chemical Bank expands and adds $420 million in deposits with the acquisition of 21 branches in Northeast Michigan.

Comprenew® Environment, a registered electronics recycler in the State of MI and nonprofit organization, has successfully achieved Responsible Recycling (R2) certification.

Amanda Mason with the CSM Group received the New Leader Award by the National Association of Women in Construction. CSM Group welcomes Adam Jones, who will be working on

the education team as a Project Manager, and Kelsey Cox as new Business Development and Marketing Intern. Jerry Shore was named the employee of month for April.

Davenport University honored David and Carol Van Andel with the 2012 Peter C. Cook Excellence in Business Award for exemplifying entrepreneurial spirit, success and generosity to the community.

Cody E. Pike of Echelbarger, Himebaugh, Tamm & Co. received his Certified Public Accountant license.

James McIntyre has joined the Economic Development Foundation as its Loan Officer.

Elwood Staffing is pleased to announce its recent acquisition of Beacon Staffing of Grand Rapids, Holland and St. Joseph.

Mike Huizen has joined Elzinga & Volkers Professional Services as National Sale Representative.

Epilepsy Foundation of Michigan recently added Gary Ball as Outreach Coordinator.

Erhardt Construction is celebrating 50 years of building in the West Michigan area and acknowledges the man who started the firm, Larry Erhardt, Sr. To many in the industry, he has been a mentor and a source of advice, wisdom and knowledge as well as a role model for future constructors, offering examples of character, honor and integrity.

Ferris State University’s College of Health Professions has appointed Matthew Adeyanju as its Dean. Clifton Franklund, a Ferris State University Associate Professor, was honored with the 2011-12 Distinguished Teacher Award. Karl E. Huffman, President of

Hedrick Associates received the Ferris State University Distinguished Alumnus Award.

Fishbeck, Thompson, Carr & Huber recently hired: Matthew Riegler, Senior Architect; Thomas Marcusse, Senior Engineering Specialist; Richard Courtade, Staff Engineer and Mick Solan, Industrial Hygiene Technician.

FOX 17 has hired Rick Mecklenburg as its Chief Meteorologist. Rick comes from South Bend, IN.

Brian Ryks has been appointed Executive Director of the Gerald R. Ford International Airport.

Gerontology Network is pleased to announce it has been selected as one of 500 nonprofit finalists in Toyota’s 100 Cars for Good Program, a major philanthropic event giving 100 cars to 100 organizations over 100 days.

Dr. Velvie Green, former College Provost and Executive Vice President, received the Grand Rapids Community College’s Emeritus Faculty/Administrator Award. The award is given annually in recognition for outstanding work at the college. The U.S. Dept. of Education awarded GRCC a $387,630 grant to continue its TRIO Upward Bound Program. Creston High School and Ottawa Hills High School Students who complete the program graduate college at the same rate as the general college population.

The annual meeting of the Grand Rapids Symphony Society was held May 17 at the University Club. The Society elected five new members, re-elected eleven current members to the Board, and also elected an Honorary Board Member and one Endowment Trustee.

Grand River Bank, Grandville, has expanded its Residential Mortgage team with the addition of Tim McAleece as Vice President Mortgage Manager.

Heritage Life Funeral Home is pleased to announce the winners of the sponsored Heritage Life Story® Writing contest that provided kids a hands-on way to learn about their own heritage. The winners were: Colleen O’Conner,

11The Chamber NewsJuly 2012 | Issue Sponsor: Huntington Bankwww.grandrapids.orgwww.grandrapids.org

5th Grader, All Saints Academy and Lucas Brown, 5th Grader at Holy Spirit School.

Hilger Hammond, PC, is pleased to announce the election of Benjamin H. Hammond as Trustee for the Grand Rapids Bar Association.

Dr. Alice Emery, Hospice of Michigan’s Senior Hospice and Palliative Medicine physician in W. MI, received the Physician of the Year Award from the MI Hospice and Palliative Care Organization. Hospice of MI has been reaccredited under the CHAP Standards of Excellence through December 2014.

I3 Business Solutions recently announced the acquisition of Prime Focus Technology.

Interphase Interiors was recognized by Haworth as a 2012 Best in Class dealership based on market development, sales, customer satisfaction, operational excellence and enterprise development.

JBL Resources was ranked number 598 on Inc.’s Top Human Resources Companies and ranked number one in MI. JBL Resources added three new team members: Nathan Nolan, Account Director/Recruiter; Jake Sweedyk, Recruiter and Tricia Sharpe, Account Director/Recruiter.

Mark Schwartz has joined Kentwood Office Furniture as a Senior Account Manager.

Laird Plastics is pleased to announce three new hires: Doug Myers, Sales; Ryan Force, Sales and Maria Care, Administrative Assistant.

The Public Affairs Practice at Lambert, Edwards & Associates added 10 clients to roster. LE&A received two 2012 Bulldog Awards, which recognize excellence in public relations and media campaigns. The firm received a Gold award in the Best New Product Launch-Consumer category and a Bronze award in the Best Education/Public Service Campaign category.

Shawn MacDougall joins Lighthouse Group as a Senior Claims Consultant.

Macatawa Bank announced that Daniel Brown has been hired as Branch Manager of the Allendale Branch, and Dana DeVries is Branch Manager of the Cascade Branch.

Mary Free Bed Rehabilitation Hospital is the first hospital in MI to provide patients with treatment using a Lokomat®Pro. This sophisticated, robot-assisted technology is designed to help injured children and adults regain their ability to walk.

Metro Health Hospital has named Delphia Croff its 2012 Nurse Exemplar and Dr. Peter Goebel its 2012 Nursing-Chosen Physician of the Year. Metro’s Dr. Larry J. Diaz has been designated a fellow of the Society of Cardiovascular Angiography and Interventions, or SCAI. Metro Health Hospital has received Chest Pain Center Accreditation from the Society of Chest Pain Centers, SCPC.

Timothy Collier, Professor of Translational Science and Molecular Medicine at Michigan State University College of Human Medicine and Director of the Udall Center of Excellence in Parkinson’s Disease Research at MSU and the University of Cincinnati, received the Sanberg Award for Brain Repair from the American Society of Neural Therapy and Repair.

Dan Behm, President and Co-Founder of OST (Open System Technologies), has been named the Grant Thornton Leader & Innovator of the Year. The award recognizes Michigan business executives who are engaged in cutting-edge professions considered key to the State’s economic future.

Pine Rest Foundation Executive Director Randall Johnson is pleased to announce Peter Boumgarden, Peg Breon and Kathy Dunlap as new Board Members to the Pine Rest Foundation Board of Governors. Pine Rest Christian Mental Health Services currently treats women with postpartum depression; beginning in October Pine Rest will be starting a new Mother-Baby Partial Hospitalization Program bonding mother-baby.

Plante Moran, PLLC, has been included on the 2012 List of Best Public Accounting Firms for Women released by the American Society of Women

Accountants ASWA and the American Women’s Society of Certified Public Accountants AWSCPA.

Seal Welsh was recently promoted to Regional President of PNC Bank.

Price Heneveld® LLP is pleased to announce that Briana Emerson has joined the firm as a Law Clerk.

Rhoades McKee is pleased to announce Jacqueline M. Appleman, Timothy R. Dudley, and George Williams G. Futado have joined the firm as Summer Associates. Zoe S. Martinez has joined the firm as an Associate focusing her practice in the area of Employment Law and General Litigation.

Saint Mary’s Health Center’s new Urgent Care Center offers expanded hours from 7 am-10 pm, seven days a week in at 1471 E. Beltline Ave. NE. Dr. Courtney A. Soubliere has joined Saint Mary’s Health Care as an Endocrinologist at the Center for Diabetes & Endocrinology Center, Peter M. Wege Center for Health and Learning, 300 Lafayette Ave. SE.

SDI Consulting has added Michael Linder to its team as the Chief Sales and Marketing Officer.

Senior Neighbors is helping seniors in Kent County deal with the summertime heat by providing fans and furnishing access to air conditioners for those who meet medical and qualifications.

Supply Chain Solutions, Inc. CEO Les Brand and COO Jim Ward recently announced the appointment of Robert (Rob) Burch as President of Supply Chain Solutions and SCS’s affiliated companies.

TowerPinkster announced that Matt Brown has been hired as a Licensed Electrical Engineer, Meghan Mayville as an Interior Designer and Matt Murphy as an Architectural Designer.

Trillium Staffing Solutions is celebrating 28 years in the staffing industry. Trillium Staffing Solutions has also been named one of West Michigan’s

continued on page 14


NEW MembersPlease join us in welcoming the following companies to the Chamber. We encourage you to do business with Chamber members!

Advanced Technology RecyclingWaste Management/Recycling(616) 452-7779www.atrecycle.comBrodie Ehresman – General Manager

Alliance Design & DisplaysSigns/Displays(616)454-6429www.alliancedesign-displays.com

Arrow RestorationFire/Water (Saftey, Protection)(616) 247-9111www.arrowrestoration.netMatthew Penny - Owner

Bistro Chloe ElanJanitorialRestaurants/Cafes (Loc., Equip.)(616) 432-3345www.chloeelan.comChristine Gill - Proprietor

Blythefield Memory GardensCemetery(616) 299-2772www.blythefieldmemorygardens.comCurtis Clemens - President

Checklist Building Services CompanyJanitorial(616) 452-9900www.checklistservices.netDonna Penny - Owner

Cooper & PartnersConsultants(517) 333-3321www.cooperandpartners.comKaren Surdenik - Managing Partner

Cooper & PartnersConsultants(616) 822-3101www.cooperandpartners.comDon Cooper - Managing Partner

Elwood StaffingEmployment(616) 698-7979www.elwoodstaffing.comMark Zacha - Regional Manager

EnviroPure Water SolutionsWater (Treatment, Equipment, Drilling)(616) 299-2772enviropurewatersolutions.com/Curtis Clemens - Managing Partner

Family ChristianChurch/Ministries (Services, Supplies)(616) 554-7343www.familychristian.comKari Montgome– Recruiting Manager

Goldfish Swim School Grand RapidsSports & Recreation(616) 422-5586www.goldfishswimschool.comMatt Watson - Co-Owner

Grand Rapids CarversWood(616) 538-0022www.grcarvers.com

Grand Valley State University Charter Schools OfficeEducation(616) 331-2240www.gvsucso.orgRob Kimball–Sr. Director of Operations and Policy

Help Build CommunityOrganizing Products/Services(616) 293-1097www.helpbuildcommunity.orgKen Steensma - Executive Director

InterActive Studio LLCArchitects(616) 458-2488www.ia-studio.comRick VanGelder- Principal

Jake’s FireworksEntertainment/Entertainers(620) 231-2264www.jakesfireworks.comJason Marietta - Retail Director

Kuiper Orlebeke PCAttorneys(616) 454-3700www.kuiperorlebeke.comThomas Kuiper – Director

Monarch Community BankBanks & Credit Unions(800) 882-2911 Ext:3301www.monarchcb.comMike Mankerian – AVP Mortgage Origina-tion

Monroe, Sweeris & Tromp, PLCAccounting(616)554-5800www.mstpc.comEric Oman - Partner

Paycor, Inc.Payroll Services(616)916-8258www.paycor.comChris Copping– Sales Executive

Pets for Vets - Michigan ChapterOrganizations & Non-Profits(616) 866-1081www.pets-for-vets.comLori Vorpi – President

Rainbow Child Care Center of Grand RapidsChild/Adult Care(616) 447-8740www.rainbowccc.com/our-centers/locations/michigan/rainbow-child-care-center-of-grand-rapids-2Stacy Shotko

Renewal by AndersenDoors & Windows(616) 698-0446www.renewalbyandersen.comJeff Hager - President

River City ReproductionsPrinting/Copying(616) 464-1220www.rivercityreproductions.comBrandon Marquoit– Owner

Simple Truth ChiropracticChiropractors(517) 588-9054www.grandrapidsmichiro.comJacob Canfield - Chiropractor

Subs N More Grand RapidsRestaurants/Cafes (616) 719-3554www.subsnmore.orgRyan Johnson - Owner

The Cheshire GrillRestaurants/Cafes (616) 635-2713www.cheshiregrill.com

The James FundOrganizations & Non-Profits(616) 554-8700www.jamesfund.orgMary Jo Holdsworth –Administrator

Tim Hortons Cafe & Bake ShopRestaurants/Cafes (616) 717-0669www.timhortons.comMichael Grail - Owner

Valley Truck PartsTransportation(616) 241-5431www.valleytruckparts.comSteve Burman - PDC Manager

ValPak of Western MichiganAdvertising(989) 506-0290www.valpak.com/westernmichiganJay Lanctot - Owner


Member Seminars, Events & Celebrations

JulyMember Ribbon Cutting Celebrations6 | Macatawa Bank - 1:00 p.m. 616.719.4280

10 | Houlihan’s Restaurant & Bar - 10:30 a.m. 616.957.1683

11 | Crop Marks Printing- 3:30 p.m. 616.356.5555

17 | Grand Rapids Children’s Museum - 5:30 p.m. 616.235.4726

13 & 18 | Overview for Planning and Starting Your Own Business – This SCORE workshop cov-ers what professional assistance will be needed, identifying your competition, business plans, what legal entity to incorporate as, marketing research, financing and more. Classes start at 8:30 a.m. and cost $45 for one or two people. Register at www.scoregr.org.

AugustMember Ribbon Cutting Celebrations3 | Sam’s Club - Alpine - 10:00 a.m. 616.785.9116

14 | ITT Technical Institute- Plainfield - 4:00 p.m. 616.365.4824

30 | Goldfish Swim School- 5:30 p.m. 616.422.5586

10 & 15 | Overview for Planning and Starting Your Own Business – This SCORE workshop cov-ers what professional assistance will be needed, identifying your competition, business plans, what legal entity to incorporate as, marketing research, financing and more. Classes start at 8:30 a.m. and cost $45 for one or two people. Register at www.scoregr.org.


Stay up to date on the

latest news.Follow us @GRACC

4 Tips for a Culture of Customer Service

It is clear that outstanding service is something planned, designed, and incor-porated into organizational culture. But how do you develop that culture in your own business? Here are four cornerstones for a “sustainable model for delivering uncommon service” from the authors Uncommon Service: How to Win by Put-ting Customers at the Core of Your Business (Harvard Business Review Press, 2012):

1. You can’t be good at everything: Excellence requires some sacrifice in oth-er areas least valued by your customers. Focus on the high-value parts of your customer’s experience.

2. Someone has to pay for it: Outstanding customer service costs something. Finding strategies for the right funding mechanism for your business is vital and may be driven by your specific customer and industry dynamics.

3. It’s not your employees’ fault: What matters more than your staff is the design of your service model. Is your business set up to foster flexibility and creativity to allow average employees to shine as a “matter of routine?” Or is your environment one that actually inhibits people from going above and beyond?

4. You must manage your customers: Be purposeful in cultivating your cus-tomers and involve them as you design their service experience. Have a man-agement plan for customers and allow them to provide productive feedback meaningful to your business.

Source: Adapted from “So Your Service Model Sucks—Here’s 4 Ways To Fix It,” by Anne Mor-riss & Frances Frei, published by Fast Company, June 5, 2012, http://bit.ly/LlUNay


One Year of Membership

RENEWING MembersThank you to the following companies that renewed their memberships in February. We are glad to have you and your employees as members!

Steelcase Inc.

100+ Years of Membership

Aquinas CollegeSwaney SalesPfeiffer Management Service, Inc.Right ManagementSnelling Staffing LLCCancer & Hematology Centers of Western Michigan, PCJohn & Sons, Inc.The Timothy GroupHandorn, Inc.Snelling Search


Disability Advocates of Kent CountyLift Parts Service, Inc. / LPS TireProfessional Benefits ServicesSavory Foods, Inc.David Andersen & Associates, P.C.MED-1 Occupational Health SystemNew York Life Insurance Co.Bissell Employees Credit UnionADT Security SystemsNewland FarmsABFS Insurance Agency, Inc.Degage MinistriesAll-Flo Plumbing LLCGardner, Linn, Burkhart & Flory, LLPJ & B Electric, Inc.Harbor HospiceOption 1 Credit UnionPfeiffer CollisionPfeiffer InfinitiPfeiffer Lincoln MercuryThe Kostume Room, LLCEastown Financial Services, Inc.Furst Cleaning ServiceKent Health Plan CorporationNext I.T.Prime Insurance Service Agency, Inc.



Barnes & Thornburg LLPHoliday Coach Co. Inc.McGarry Bair PCSignature AssociatesDarling’s Counseling ServicePietro’s Italian RestaurantProfessional Metal Finishers, Inc.Culligan of Grand RapidsFASTSIGNS of Grand RapidsKent County Credit UnionKent County Credit UnionPlachta, Murphy & Associates P. C.SprintClark Hill PLCDonald P. Condit MD & Peter J. L. Jebson MDDowntown Alliance Grand RapidsElite Merchant SolutionsLighthouse Property ManagementRight at Home In Home Care & AssistanceSecurAlarm Systems Inc.Sun Title AgencyThe Melting PotUnique Engineering, LLC (DBA-RigReady)Ameritemp StaffingArtists Creating Together (ACT)

Black River Lawn and Landscape, LLCCascade Printing and GraphicsHi-Tech Dairy SupplyITC HoldingsKohler Expos, Inc.MapleCreekParrish ConsultingPublic Affairs Associates, Inc.Smart MarketingSwift Printing & CommunicationsThe Catering Co.


AngelCare, Inc. Home Health CareBarber Creek Sand & Gravel Inc.Belden Brick & Supply CompanyBioLife Plasma ServicesBrew’s Creations In FloralCommercial Gaskets of West MichiganGreat Lakes Hospital for AnimalsHyatt Place Grand Rapids-SouthHyatt Place Grand Rapids-SouthI-HOPIntegrated ArchitectureJackson’s Industrial Manufacturing IncJarob Inc.Kingsland True Value HardwareLuther Logistic Transportation LLCPaper Transport Ltd.Bailey Engineering & Sales, LLCCarnevaleComprenew EnvironmentalDown Syndrome Association of West MichiganGrand River BankGreat Deals MagazineNext Hill Consulting, LLCOptisave LLCPartners in HealthcareStevens Advertising, Inc.Telamon CorporationWalker Street PharmacyASKBlackford CapitalBuffalo Tobacco TradersCanteen Vending ServicesControlled Plating Technology, Inc.CS PalletGovernmental Consultant Services Inc.Icon on BondMarch of DimesMichigan Deals!myway Mobile StorageOrchard Place ApartmentsStart GardenStonebrook TownhomesThe Bluff Banquet & Conference CenterThe Home StudioWest Shore Services, Inc.

616 LoftsAlger Plumbing, Heating & CoolingAlmassian JewelersAltoGas, Inc.Britt LawCASA of Kent CountyCornerstone Home LoansFort Knox Self StorageGrizzel & AssociatesLiteup N Live

Miedema Auctioneering Inc.New Planet Promotions Inc.Orion Construction, Inc.Performance Industrial Repairs, Inc.Pioneer ConstructionRailside Golf ClubRCM Leasing LLCRecycling ConceptsReserveSuperior Foods CompanyThe Griswold Group, Inc.Uptown KitchenW.g. GrindersWolverine Crane & Service Inc.YoChef’s Catering CompanyWorkSmart Database Masters LLC

101 Best and Brightest Companies to Work for in 2012 for the 9th time!

URS Corporation congratulates C. Douglas Parmerlee, PE on his recent promotion to Manager of Bridge Design for Michigan.

Varnum has awarded LSAT Preparation Course Scholarships to two junior-level Michigan college students, Sukhvir Kaur and Christopher Creger.

Sarah Riley Howard, a Partner with the law firm Warner Norcross & Judd, has been elected to the Grand Rapids Bar Association’s Board of Trustees.

Willis Law is pleased to announce that Attorney Shaun Patrick Willis has been selected as a member of the National Trial Lawyers Association Top 40 under 40.

Women’s City Club named Board of Directors 2012-2013: President, Irene Nowak; President Elect, Marilyn Brune; 1st Vice President, Lucy Niedenthal; 2nd Vice President, Jackie Ghysels; 3rd Vice President, Betty Robbins; 4th Vice President, Rosemary Cornelius; Secretary, Myra Bradford; and Treasurer, Donna Warber. Board Members: Jan Heindrichs, Mae Preston, Marjorie Paul, Nancy Wright, Rita Traynor, Helen Bellows, Jean Vander Laan, Shirley Mayer, Nickie Bowman, Barb Amberg, Margaret Burrows-Getz, Sharon Seys, Judith Meyer and Judy Weersing.

NewsFlashes, from page 11


SUSTAINABILITY SpotlightBy Norman Christoper, Executive Director, Sustainable Community Development at Grand Valley State UniversitySustainability Reaches the Boardroom and Advisory CouncilOver the last few years, the guiding principles of sustainability have now reached the boardrooms and advisory councils of many companies and organizations. Why is sustainability becoming an ever increasing important aspect of boardroom agendas?

• Sustainability is now embedded and integrated into goals, objectives, and strategies of many companies and organizations. Board members must now become cognizant and aware of sustainability guiding principles.

• Company executives and board members are becoming fully engaged in the ongoing discussion about the impact of sustain-ability on financial and business performance.

• Board discussion now focuses on sustainability standards and certifications for business processes, as well as products and services. ISO standards, such as ISO 14001, which includes environmental management systems, have grown in acceptance.

• Board agendas now involve the discussion of risk management issues, including alternate business strategies and contingency planning. New innovative business models are being developed in order to improve both competiveness and overall perfor-mance.

• There is a deepening concern for both social and environmental issues and their impact on the organization. Some of these issues and concerns deal with human rights, worker safety, pollution, and human health.

• Investor relations are now a critical part of board agendas. In many cases, investor relationships and expectations are changing due to the dynamic conditions of the marketplace as well as overall industry competitiveness.

What are some of the key interest and discussion areas?

• Companies are increasingly concerned about future environmental regulatory pressure, such as with climate change legislation.• Companies are strategically addressing social responsibil-

ity, community engagement, and corporate citizenship strategies as integral parts of organization visions and mis-sion statements.

• Companies and organizations are growing more con-cerned about stakeholder relationships and the impact they will have on company and business operations. Com-munity stakeholders, as well as others in the supply chain, can represent partnership opportunities, as well as areas for concern.

• Stakeholder and shareholder relationships are driving the need for increased transparency and accountability, including sustainability reports covering social, environ-mental, and economic impact. (The Global Reporting Ini-tiative offers well-accepted guidelines and a protocol.)

• Companies and organizations are now developing new metrics and performance measurements for sustainability reporting.

Overall company and organization boards are allocating more discussion time to the growing importance of sustainabil-ity, governance structures, and overall organizational perfor-mance. Recent surveys indicate these discussion areas are tak-ing place at small to medium size enterprises (SME), as well as large, global, and multinational organizations.

Source: Adapted from Sustainability in the Boardroom, Matteo Tonello, The Conference Board, No. DN-008, June 2010

111 Pearl St. NW | Grand Rapids, MI 49503

PERIODICAL POSTAGE

PAID GRAND RAPIDS, MI

Summer Interns Connect at Chamber EventMore than 100 students and professionals found a warm welcome and a chance to get to know each other at the June 5th Summer Intern Reception hosted by the Grand Rapids Area Chamber of Commerce (GRACC) at St. Ceci-lia Music Center. “I was impressed that so many people were there, and I could get different career perspectives since not everyone takes the same path,” said Brandon Erhart, a GVSU student and an intern in Group Sales and Corporate Marketing at GRACC member Blue Cross Blue Shield of Michigan. “It was a re-ally great experience and one of those (rare) chances to network and connect with other interns.” GRACC strives to help local employers leverage positive experiences with young professionals, like Erhart, to help retain talent and build a mag-netic community for future growth. “It’s so important to make relationships, especially in today’s busi-ness world and life in general,” Erhart added. “It’s another chance to network with people who are at places in their career where I want to be some day.” That’s a sentiment echoed by Varnum intern, Nnamdi Anozie, who came to West Michigan from Howard University of Law in his native Washing-ton, D.C. “A lot of young professionals are coming to West Michigan specifical-ly, and we might not otherwise know where to meet each other,” said Anozie. “I appreciated that it was kept casual, and I could really get a chance to net-work with everybody!” The Summer Intern Connections Program has additional events planned for summer fun and networking, including a bus tour of Grand Rap-ids and area neighborhoods and a panel of interns sharing their fun summer experiences outside of work.

To learn more about the Summer Intern Connections Program and upcoming events, visit www.grandrapids.org/intern-program.

Program Underwriter

Gold SponsorsWarner Norcross & Judd LLP

Silver SponsorsAmway, Herman Miller, Miller Johnson, Priority HealthSaint Mary’s Health Care, Steelcase Inc., Varnum LLP

(L-R) Arielle Kohler (Amway); D’Vaun Wells (Spectrum Health); Madison Bu-cilla (Amway); Larissa Deshetsky (Pridgeon & Clay, Inc.)

the chamber news - july

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