http://islandbusnews.wordpress.comwww.islandbusinessnews.com Winter Edition 2012 Vol. 6 No. 1 Brought to you by: Career Alternatives

Ken Pierce - The Psychology of Happy Home Instead Senior Care (part 1 or 2) Holland College and even Helping People Continue To Enjoy A little More... Within minutes of the faculty of the Glasser discussion with PEI and Demartini Institutes “Home Sweet Home” based Psychologist Ken in the US, this father of (part 1 or 2) Pierce, one can easily three, first got into Psy- Home Instead Senior see that Mr. Pierce is in- chology simply to try and ISLAND BUSINESS Care is the world’s larg- spired about the study figure out his own family. NEWS (IBN): Can you est provider of non-med- of human behavior. tell us a bit about Home ical in-home care servic- Today he works with Instead and how the orga- es for seniors, with more Jane SharpeDavid As someone who has clients as young as 5 and Ken nization is making a big than 900 independently Pierce McMillan studied and practiced his oldest client is 87. difference in the lives of owned and operated for over 30 years, and When speaking about his that the easiest clients Seniors across the world, franchises in 16 different ed Home Instead in 2005. someone who has served youngest and oldest cli- to work with are those and right here in PEI? countries. Here on PEI, David McMillan became on the faculties of UPEI, ents, Ken is quick to note cont’d on p. 4 David McMillan (DM): Casey McGannon start- cont’d on p. 3 Anna Ludlow Spending Some Time With City Motors: This past summer, I had the opportunity to sit ... as they prepare to usher in a new era at a new location with Anna Ludlow before one of her shows at The The following is our location after 25 years CITY MOTORS (CM): Olde Fish Factory in Lunenburg. The energy of Q&A with City Motors at their previous home. City Motors was origi- the show was amazing. It was an honor to per- in Summerside who are nally started 27 years form a few songs before her regular weekly Sum- still excited, months lat- Island Business News ago as Island Hyundai; a mer show started at the end of our interview. er, about being in a new (IBN): How did it all begin? Here’s what you should know about Anna cont’d on p. 4 before we share our interview with you. First, Anna Ludlow was born and raised in Antigonish, Nova Scotia, but her talent has tak- en her beyond Nova Scotia’s rich music scene, to share stages with the likes of The Beach Boys, Blue Rodeo, Don Ross, and Ron Hynes. Endless offers to play private and corporate functions and to collaborate with other musicians in shows and on recordings speak to her versatility as a performer. As the principle fiddler for the Hali-

cont’d on p. 2 Page 2 Island Business News Winter Edition 2012

Anna Ludlow cont’d from p. 1 INSIDE fax, NS based hit show DRUM! Anna has per- formed in Dollywood, at the 2010 Winter Olympics, THIS ISSUE twice on Parliament Hill for Canada Day, and even for Queen Elizabeth II. But her local fans don’t really care about all that Interviews & Profiles: stuff… they just know • Ken Pierce - The Psychology of Happy they want to hear Anna • Home Instead because hearing her will • Advanced Shuttle - Same Name, New Future make them feel good! • City Motors - New Era, New Location, Big History Anna’s recording Reel • Poole Corkum Article to Reel, released in 2009, was produced by her- • Hypnotist Ed Ratelle Tips Column self and Dave Burton • Carmine Gallo - Communications Coach and was mixed and mas- • Atlantic Canadian Entertainment Company Fantasy Faces tered at ECMA-winning • Trudy Carter - The Business of Funny Lakewind Sound Studios. • Canadian Actor Spencer Rice of Kenny vs. Spenny on Featuring the talents of the Business of Entertainment Fred Lavery, Scott Mac- • Customer Service Guru Feargal Quinn millan, Dave MacIsaac, • Atlantic Canadian Fiddler Anna Ludlow Wendy MacIsaac, David • Behavioral Specialist Candice Silver Burton and Jamie Gat- ti, the album received multiple award nomi- Columns: nations. The CD show- Taking Care of Business cases Anna’s talent as From The Heart by Nancy M. Doucette both fiddler and singer. HR Pros Her much-anticipated H&R Block Tips Column follow-up recording will Investor’s Group (PEI) Tips place even more empha- sis on her unique style. Put simply, and I can Features: say this first hand, un- Wayne Wright Caricature Page Kick-Off til you’ve seen Anna Ludlow, your experi- ence is incomplete.

Opinion Disclaimer The following is our Contributed articles are the views of the contrib- interview with Anna. utors and not necessarily those of the publisher. ISLAND BUSINESS Career Alternatives reserves the right to reject NEWS (IBN): Anna, as or edit articles. a fiddler, how do you Articles may not be reproduced without the writ- spend most of your time? ten approval of the publisher. The publisher of this What type of shows? Newspaper in its complete state is Corey Poirier (Career Alternatives). ANNA LUDLOW Any unauthorized reproduction in whole or in (AL): I actually do a show. It’s almost surreal IBN: And I’m sure related emails. I reply to part of this publication without such consent is lot of corporate work in some ways, but a great the digital side of the every person that emails prohibited by law. throughout Canada, experience to be a part of, music business has and that takes a lot of and I also perform with and of course, it’s great factored in as well? commitment, and time. the DRUM group. It exposing our traditions to keeps me quite busy. so many people at a time. AL: Actually, all of my IBN: How important album sales are mostly is Passion? Do you feel CREDITS IBN: So the popu- IBN: Wow, that sounds online. Other than the a person needs to have larity of fiddling in like a great experience, ones I sell at my shows. Passion for what they do Canada isn’t just fixed and perhaps a milestone And I think I sell more to be successful in the in Atlantic Canada? – can you share some CD’s than if the digital entertainment industry? Published by Contact Information other milestones with us? side of the music business Career Alternatives Career Alternatives / AL: Not at all. Some didn’t exist. People have AL: Sure. I think you Island Business News people may not know the AL: Sure. I released my discovered me through have to have Passion if Publisher & Founder tradition, and even in the first album in 2009 and it YouTube videos I’ve been you’re going to last a long Corey Poirier South Shore of Nova Sco- was nominated for an a part of, through my time in the music, or en- Island Business News tia, some people are still ECMA Award. That was website, and I think at tertainment, industry. getting exposed to it, and so humbling and such the end of the day, a lot of On the Net it’s still evolving. Among an awesome experience. people still love touching IBN: Long term Plans? Contributors: http://islandbusnews.files. younger people, it’s actu- a CD. It’s really a work of Nancy M. Doucette wordpress.com ally still a small market. IBN: Where you art to some people. Still, AL: Well, I have a Richard Corkum The popularity of fiddlers spend most of your I’m happy with the digi- back-up plan. At some Wayne Wright www.tisti.ca like Ashley (MacIsaac) time fiddling, it has me tal side of the industry. point I want to focus on and Natalie (MacMas- wondering, any vocal It’s wonderful. I guess it’s family, and at that point ter) are helping, but yes, tracks on your album? all in how you perceive it. I don’t want to be on a Design and Typesetting Email islandbusinessnews@ it’s still a growing mar- tour bus with a Nanny. MJS Marketing gmail.com ket. The traditional fid- AL: I had one vocal IBN: What about and Promotions, dling market, that is. track on the album and on Social Media? IBN: Sounds like Kensington my next album I’m plan- you’re in a good place IBN: You mentioned ning for 6 vocal tracks. AL: I love Facebook. in your life right now? that you perform as It’s so valuable in getting part of the popular IBN: How would you the word out. I actually AL: I really love life DRUM show, how has describe the success get most of my gigs from right now, and I love ...and I Quote.... that experience been? of the album overall? Facebook, and Social Me- performing for and con- dia is huge in my world. necting with audienc- “…I have actually said that if I don’t get a stand- AL: It’s been awesome. AL: It’s a tough mar- es on a regular basis. ing ovation, don’t pay me, and I mean it, because I joined the group in 2005 ket, releasing and pro- IBN: And how do I need to commit everything to each show and and this is my 7th year in moting your own CD, you juggle your time IBN: Thank you that keeps me accountable to my performance.” the show. It offers such but I was happy with on Social Media? for taking the time to Jimmy Flynn, New Conversations With a great opportunity to the success of the re- speak with us Anna. Atlantic Canadians Book travel North America lease and the sales AL: I don’t spend large and perform sold-out since. The CD sales amounts of time on it, but AL: Thank you. shows in unique places. definitely help with I do my best to interact “If you want more hugs, give more hugs.” In fact, we played Dolly- income, but working and I use it to send along Quoted by Matt Whitman in New wood and people were so without a manager or updates as well. I spend You can learn more Conversations With Atlantic Canadians Book excited that we sold out record company at this most of my computer time about Anna Ludlow at 113 shows of 1000 people a stage, it’s kind of tough. dealing with business www.annaludlow.com Winter Edition 2012 Island Business News Page 3 Taking Care Of Business The Power of Suggestion by Corey Poirier, Founder/Publisher So you’ve made an- Experts tell us that nega- Island Business News other New Year’s resolu- tive self-talk undermines tion. Perhaps you’ve de- our potential. If you’re could be the difference are further behind than cided to lose weight, quit inclined towards reli- between life long suc- they were back then. smoking or getting on gion you will, no doubt, cess or life long failure. the treadmill if it hasn’t have read, “Whatsoever I’m not trying to seized-up with rust. The a man thinketh so he is.” As of this writ- judge, but let me ask you following are a couple of Words can be prophetic. ing, Apple is now offi- this…do you think it is suggestions that will help Change the way you I still hear some pro- cially the most valued a coincidence that those you to stay the course: think and speak about fessionals and indi- brand in the world. who choose not to par- First, get rid of the yourself. Guard against viduals talking about ticipate in the so-called negativity. Adopt a posi- the use of demeaning the economy as if I wonder, if they fo- recession enjoy more tive approach to achiev- words. Avoiding nega- we’re in a recession. cused on the economy, success than those who ing your goal. If you are tive labels and phrases. Ed Ratelle and made decisions do choose to participate? a simple mortal like so Second, learn to fo- I listen to talk radio based on the talk of an many other folk, you may cus positively on your letes for example. Indeed where I travel so much economic downturn, do I’ll let you decide. have an internal tape re- goal. If you quit smok- they train so as to block and I just heard that they you think they would corder that is constantly ing, for example, always out negative thoughts did a study and 70% of be in the same position? issuing orders and bark- see yourself as a smoke- and to see themselves the Canadians surveyed Until then, Enjoy, ing criticisms. Have you free person and not a only as performing the stated that they felt we Little known fact: Of Corey Poirier ever heard yourself say person who is trying to perfect routine. Focus- were currently in a re- the 1100 or so high achiev- Founder / Publisher something like, “How quit. Don’t concentrate ing on the possible diffi- cession even though ers I’ve interviewed Island Business News could I be so stupid!” or, on what you are missing culties or potential nega- the experts agree that since 2007, less than 10% Author: Conversations With Is- “What an idiot I am.” So, but what you are gain- tive outcomes increase the likelihood that we if we were in a reces- were operating from a landers (2010) / Conversations how does speaking in ing. When we use the this way about yourself will indeed experience sion (Canada, I’m mean- state of fear despite econ- With Atlantic Canadians (2011) word “try”, as when we work for you? Unfortu- say, “I am going to try to difficulties or negative ing) that we’ve since omy uncertainty talk That Professional Speaker / since at least 2008, and Trainer Guy nately, these types of stop smoking”, immedi- outcomes. This activ- come out the other side. ity is referred to as “the as of this writing, most www.coreypoirier.com self-expressions have a ately we are creating an negative impact on our expectation that we will power of suggestion”, I see so many people of those high achievers www.tisti.ca http://islandbusnews.files.word- ability to achieve our have difficulty or that and it is truly amazing making decisions as are still achieving at the press.com goals. It puts us in a neg- we will not achieve our in its ability to influ- if we’re operating in a same or higher levels 5 ative emotional state of goal. This principle is ence us. The good news down economy and as if years later, while many mind, giving us a feeling well recognized by high is that we can change every decision they make operating out of fear of failure or inadequacy. achievers, Olympic ath- our language to make it work for us, to empower want to be: their home. third reason is potential. seniors in their homes. are diverse, they have us to achieve our goals. David McMillan Get in the “zone”. In- cont’d from p. 1 Prince Edward Island different backgrounds IBN: What led to the de- leads the country with IBN: How is Home and experiences. How- stead, tell yourself “I am the new franchise owner cision to purchase Home 15.3% of the population Instead Senior Care ever, they share a com- a smoke free person”, September 1, 2012. There Instead from its origi- being over the age of 65, unique and why do mon goal: to enhance the or “I am healthy, work- are two Home Instead nal Owner here on PEI? Compared to 13.9% of customers choose lives of seniors and their out and eat carefully”. Franchises on the East the population nation- your organization? families by living To Coast, and they are locat- DM: There were a few ally over 65. By 2030 the Us, It’s Personal* every ed in Halifax and Prince things that helped in number of seniors over DM: There are a few day. We want to build Ed Ratelle, Edward Island, and the decision to purchase the age of 65 on PEI is unique things about Trust, Take the Lead, RSW, CH there are 30 franchises Home Instead Senior projected to be at 27.3% of Home Instead Senior and Share your Heart. in total across Canada. Care: First and foremost, the population. Nation- Care; As an organiza- (Ed is an Island–based I really enjoy working ally the figure is 25.4%. tion, Home Instead has IBN: Approach to counsellor/therapist IBN: Product / with seniors, they have We are a company in its taken the lead in re- Customer Service? who practices clinical Service Offering? so much to offer. I find infancy. Our goal is to search and education. hypnosis.) it enjoyable and very re- promote the brand while The Alzheimer’s CARE DM: Our phones are DM: Our services are warding spending time providing top qual- program is one example open 24/7. We have designed to enhance the with seniors and listen- ity service. We want of this. CARE (Chang- a great group of com- lives of seniors and their ing to their experiences. the seniors of tomorrow ing Aging through Re- mitted office staff and CAREGivers were there families by providing Second is that Home In- to plan ahead and take search and Education) is CAREGivers. Both do helping within moments. everyday living assis- stead Senior Care has control of their senior specialized training de- an exceptional job at Even on Christmas Eve. tance. Services include: a first class reputation, years. I really believe signed by Home Instead providing professional You can learn more Alzheimer’s and Demen- provides fantastic ser- Home Instead Senior Senior Care that focuses service. I am very proud about Home Instead tia CARE, Personal care, vices to franchises, and Care has a role to play in on caring for the whole of the staff and how they Senior Care at www. Companionship, Respite has set goals of being in the health care system; person, it helps each step up and assist se- h o m e i n s t e a d . c a / p e care, Meal preparation, the 25 most recognizable either helping with the CAREGiver meet the in- niors and families who and in part 2 of our fea- Grocery shopping, light companies in the world discharge of patients, or dividual needs of each se- are in need. In my first ture watch for our ar- housekeeping, Run- by the year 2025. Some as a preventative mea- nior, whether they need few months I saw over ticle where we delve ning errands and Inci- of the companies Home sure by limiting admit- companionship, person- and over how proactive much deeper into the dental transportation. Instead has aligned it- tance. Home Instead Se- al care, or more in depth and caring our employ- PEI operation of Home Home Instead Senior self with include: Apple, nior Care has the ability support with Alzheim- ees are. Taking calls at Instead Senior Care. Care is helping seniors Microsoft, and JD Pow- to change the face of ag- er’s or other Dementias. 11:00 pm, a family in need for background remain where they er’s & Associates. The ing through supporting Also, our CAREGivers of assistance, and our info, history, etc… Page 4 Island Business News Winter Edition 2012 Feargal Quinn “From Serving The Customer With Passion to Serving The Public With Passion” Feargal Quinn is a ary doctorates from Irish interview with Fear- time with new members Business Leader, and a education institutions gal Quinn, with a focus of the Superquinn team Leader in the Public Ser- and he has shared with on his insight into, and to pass on the ethos of the vice front. He founded Oprah Winfrey the 2006 experience in, creating company. Unfortunately the highly successful “Listener of the Year” positive, lasting cus- as the company grew I Superquinn Supermar- award of the Internation- tomer experiences that had to delegate this very ket Chain in Dublin al Listening Association. keep customers coming important education to Irenland, a Supermarket He is a former Presi- back again, and again: our Training Depart- Chain that introduced dent of EuroCommerce, ment. But I wanted to many Retail Innova- the Brussel-based organ- SECTION 1 - DUR- be sure that our trainers tions to the world and a isation which represents ING YOUR TIME passed my philosophy Retail Chain that truly the retail, wholesale and WITH THE SUPERQU- on to all colleagues so I demonstrated the im- international trade sec- INN CHAIN / STORES put my thoughts on pa- portance of serving each tors in Europe. He also per. It was a great suc- customer with passion. serves on the board of ISLAND BUSINESS cess within the company Feargal’s family sold directors of CIES – the NEWS (IBN): We first and I realised that this their interest in the Su- Food Business Forum heard about you when could be of interest to a peruinn chain in 2005, based in Paris as well as we discovered the amaz- wider audience, hence and Quinn remains a the American-based Food ing book about Custom- the birth of “Crown- non-executive President. Marketing Institute. er Service and Creating ing the Customer”! Feargal Quinn is the author In addition, Quinn has Customer Experiences Quinn of “Crowning the Cus- been a Senator since 1993 called Crowning the IBN: The book was tomer” (O’Brien Press, and he has been relected Customer? Can you written and released dur- basis with passion, and cused and driven – can 1990), which has been since becoming a Sena- tell us about how that ing your time as the head it contains many great you share with us some translated into many tor right through until book came together? of the Superquinn Chain strategies for ensuring of your best strategies languages. He is the re- present day, in 2011. FEARGAL QUINN / Stores while serving that a person or organi- for serving customers cipient of three honor- The following is our (FQ): I liked to spend customers on a daily zation is customer fo- cont’d on p. 5

Ken Pierce recognized Demartini “I see my purpose as know why we’re here.” it’s impossible to have for the same reason you cont’d from p. 1 Method and a certified helping people under- That’s certainly a big pleasure without pain, can’t be who you are to- who are 5 and under and NLP trainer, Ken has stand the laws of life, question that seems to why pain is necessary for day without the negative those over 85, but just had plenty of opportu- and to help them un- have no answer. Well, it growth, why Ken thinks incidents and pain that as quickly he adds that nity to help and watch cover the perfection of was. Ken shares with us the current economic occurred on your way because humans are the people grow. In fact, he who they really are.” he firmly believes Love downturn is a gift, why to this moment of now!” only animals that can ac- cites the watching of is the reason we’re here. he doesn’t believe there tually think about think- people’s transition from And just what is the are accidents in anyone’s In the meantime, ing, when people of any who they are to who most common question Wow, that actually life, and much more. be sure to visit the age let go of their past, they will become, as the he gets these days? “By sounds about right. So Events Calendar www. they have the power to greatest gift he receives far the most common simple yet difficult to Oh, and just to tease clarendonconsulting. create their own future. working with his clients. thing is people want argue that love is the you a bit with what is to com to discover where to know how to be reason we’re all here. come, Ken shared a pow- you can see Ken live As a practitioner of When asked to define happy,” reveals Ken. erful thought with me as or attend one of Ken’s the popular and widely his purpose, Ken notes, “They also want to Tune in next time we brought our interview events in the coming when we have a Q&A to a close. “You can’t have weeks right here in PEI. with Ken and learn why roses without manure

City Motors that are just a little dif- nology – has technology cont’d from p. 1 ferent. We try to have a impacted the business? new car franchise store. vast selection of next to After 17 years of offer- new units with a broad CM: Technology defi- ing sales and service for range to choose from. nitely has impacted Hyundai we decided to This gives the customer the car business. Buy- go into a different direc- a one stop feel with on- ers are smarter and tion by switching to a site financing and a place more prepared when used car superstore and for the children to play. I they come in - either haven’t looked back. think it also helps that on product knowledge our approach to a custom- or just on price point. IBN: Can you de- er is to make him part of scribe your prod- the City Motors family. IBN: Future Goals? uct/service offering? IBN: Key Success CM: Future goals are CM: City Motors of- Factors? to move into our new fers “Great Cars to offices with an on-site Great People at a Great CM: A big one was detailing facility, with Price”- late model qual- watching us (recently) better presence and vis- ity pre-owned vehicles. leave our facility of 25 ibility for our customers years to a smaller facil- and to of course main- IBN: How many ity and to have our sales tain our sales numbers people involved? not drop. This was one in the process. Also, our of our biggest challenges goals are to stay even CM: The company is over the years - leaving across the board with owned by Dave Darrach. our full size dealership of no major peaks but also Greg Burness is the gen- 25 years and downsizing no major drops in sales. eral manager, and sales and hoping it wouldn’t staff includes Heath Buell affect our numbers. The IBN: What about and Clarence Ferrish. good news is that it hasn’t! where we’ll see City Margie Mills is the com- Motors in the future? pany accounts manager, IBN: How has the and the detail person economy (i.e. since 2008) CM: We hope in the is Kendall DesRoches. impacted City Motors? future we can still main- tain our sales theories IBN: Why do custom- CM: Since 08, people by offering our custom- ers choose City Motors? are certainly not quite as ers great cars still, at liberal with there money the lowest prices, and CM: I think custom- but one thing we all need maintain to be one of PEI ers choose City Motors is a car. So, we thought largest used car dealers. because they are never by lowering our over- quite sure what we are head we could offer even going to have here on more of an inventory at You can learn more the lot. We like to bring a lower price, and so far about City Motors at unique vehicles in, such that has served us well. www.citymotors.ca or as motorhomes, boats, you can see their new lo- sport cars, and things IBN: What about tech- cation at 674 Water Street. Winter Edition 2012 Island Business News Page 5 Standing Ovations From Every Customer This Month’s Feature: How Are You Spending Your Time In The Spotlight? the audience sitting in er who didn’t care by Corey Poirier even how the passionate discussion I raised on front of them. Or if the enough to give their I was facilitating a Facebook when I posed guitarist stopped play- audience just 60 seminar recently and the question, “to text or ing to reply to someone minutes of their un- the question came up not to text while talking who just sent an email divided attention??? regarding using a cell with a customer” played to their blackberry be- phone or texting while out, let me just pose a cause they were expect- Corey Poirier is sitting in front of your simple question for you ing an important call? founder / publish- customer – or even leav- to perhaps put things in er of Island Busi- ing your phone turned the proper perspective. People will find many ness News, one of on while in a meeting reasons to say why it Atlantic Canada’s with your customer. If you we’re watch- isn’t the same, but your only independently ing The Beatles, Spring- time in front of your cus- owned / operated The room was split steen, Pink Floyd or in- tomer is your moment in Business Publica- with many arguing that sert your favorite band the spotlight…being in tions, author of the we live in a different or artist here, how would the moment with your CONVERSATIONS time, where a different you feel if the lead singer, customer is your best WITH SERIES OF generation is changing partway through your chance to get a standing BOOKS, a customer the rules of etiquette. favorite song grabbed ovation (figurative or lit- service expert, a their I-Phone from their eral) from that customer. journalist, award win- Corey Poirier visits with Chef Michael Smith Without going into hip and began texting to The question is, would ning sales professional, detail about how the their friend, while com- you rather be remem- award winning speaker, spends the majority of al speaking capacity. seminar discussion ul- pletely ignoring their bered as a Rockstar best selling author and his time working with www.coreypoirier.com timately played out, or place in the song and/or Server or the perform- seasoned performer who clients in a profession-

Feargal Quinn customer service was re- creating a positive expe- brief to our store archi- - Managerial staff ac- go about finding pas- cont’d from p. 4 ally embedded in our cul- rience for each custom- tects to design small din- cessible to customers sionate employees and ture. We had to realise er? Was there a process gy offices for our manag- - Market research how important is that with passion? Perhaps that every customer ex- involved, and if so, did ers so that they realised process? How did you some from the book, perience mattered to us. staff go through regular their real job was to Plus I spent as much keep them engaged? some not in the book? training, meetings, etc. spend time with custom- time as possible on IBN: By maintaining where this was discussed ers and colleagues work- the shop floor and I as- FQ: I know it sounds FQ: The ‘Boomerang such a customer focus and encouraged, etc.? ing on the shop floor! sure you there’s noth- like a cliché but for a job Principle’ was the secret during your time with Su- ing as compelling as in Superquinn the first to the success of Super- perquinn, what did you FQ: I realised years an upset customer! criterion was a smile! quinn. Fundamentally discover about customer ago that what is impor- IBN: How did you mea- From the beginning this came from the idea focused organizations tant to the boss is equally sure success in the ar- IBN: How did you cont’d on p. 15 that if a customer comes verses ones who don’t significant to those work- eas of customer service, to the store once it is good focus on the customer? ing in the company. Con- and business growth? news but you really need tinually I stressed the that customer to keep FQ: In my personal importance of the need FQ: The bottom line coming back just like a experience customers to excel at customer ser- is always the measure boomerang! From the focused organisations vice and my colleagues of success. However, beginning, I consciously tend to be more success- followed suit. We en- we also had many cus- decided to put the cus- ful and also more pleas- couraged, trained and re- tomer listening systems tomer at the centre of ant to work in. The warded staff to profitably in operation which everything we did. I big difference is that serve the customer with I found invaluable: wanted Superquinn to be customer focused or- food of the highest qual- an organisation that was ganisations know the ity and with a level of -Customer panels genuinely driven by the changing trends before service that encouraged -Customer comment customer. Our company they turn up in surveys customers to come back forms mission statement was to or industry articles. to us again and again. I -Customer service be a world class team re- wanted everyone in the desks nowned for excellence in IBN: How did you go company to have cus- - Handling customer fresh food and customer about ensuring that staff tomer service imbued in complaints positively service. To achieve this, understood the impor- their psyche. One small - Inviting customer en- we had to make sure that tance of (and methods for) example of this was my quiries directly to staff Page 6 Island Business News Winter Edition 2012 Spencer Rice “Still Spenny After All These Years”

Spencer Rice is a to sell their script. The NEWS (IBN): Spencer, an interesting friend- writer, director and film’s highlights include I would say most people ship, but after work- performer. He has writ- cameos by Roger Ebert, recognize you from your ing together for so long, ten projects for both Neil Simon, Al Pacino role as Spenny on the we both want to work film and television, pro- and many other celebri- popular realty show Ken- on different things and duced four films, and ties. Pitch was featured ny vs. Spenny. Would we run in different so- performed stand-up at The Toronto Inter- you describe yourself cial circles these days. comedy in both the Unit- national Film Festival as a Realty TV Star? ed States and Canada. and won the Best Film IBN: Sorry to keep Award at the Toronto In- SPENCER RICE (SR): things on the Kenny Rice was born and dependent Arts Festival. I’d say that is how most vs. Spenny show but. raised in Toronto but who know of me from the spent a lot of time with his Rice and Hotz teamed Kenny vs. Spenny would SR: No problem, it mother who was living up again to develop, pro- describe me, but I’m also was a big part of my Spencer Rice in Los Angeles and dat- duce and star in a come- a writer, producer and life. We did 6 seasons. ing an actor on the tele- dy/reality television pilot director. It’s a struggle vision series Dallas. Rice entitled Kenny vs. Spen- not to get pigeon-holed. IBN: I was just going success, it can be a fun And I hope the work recalls, “Being on the set ny for the USA Network. to ask about success fac- ride, but the downside is has a life of its own. But was amazing. Victoria IBN: So you’re tors. Why was the show you don’t always know my big hope is that my Principal gave me a kiss The first season aired very multi-faceted? such a success? where your next pay work truly shows a lot on the cheek and it was on CBC and and the cheque will come from. about the different sides at that moment I knew I sixth, and final season, SR: I try to be. I SR: Because it was of my personality and wanted to work in the en- recently finished its run get bored easily. a funny show. It’s why IBN: Do you have to perhaps my versatility. tertainment industry.” on Showcase Televi- most comedic shows have a passion for the in- sion in Canada and GSN IBN: What’s the most become successful, be- dustry to be successful? IBN: Where do you Rice enventually in the United States. recent development? cause they’re funny. see things in 5 years teamed with childhood Someone asked Jackie SR: For sure. If you time? Difference be- friend Kenny Hotz to di- The show and its for- SR: Well, I finished Gleason why “The Hon- don’t have passion for tween then and now? rect and produce It Don’t mat have been sold in- Single White Spenny eymooners” was so time- the industry, in this in- Cost Nothin’ to Say Good ternationally and, in which is completely less and he said because dustry especially, you SR: In this business, Morning, a film about 2004, was nominated different from Kenny it was funny. Makes won’t be successful long. you just have to go with a lovable hobo named for a Gemini award. vs. Spenny in that it’s sense. Obviously there And if you’re in it for the the flow. I could be Shorty Gordie. The film scripted. Actually, Nik- are other factors, but money and fame, you working on a Kenny vs. was nominated for best Rice has just complet- ki Payne, from down in that was the big one I won’t be successful in Spenny movie at some short at the Hot Docs ed filming for the first your neck of the woods, think. Also, Kenny and I my view. But passion is point, or maybe not. Film Festival. The duo season of his new show in Atlantic Canada, is on are pretty sophisticated the big thing, because Right now I have 7 proj- went on to write four called Single White Spen- the show. But I’m on to about comedy. We man- you need that passion ects on the go. Maybe more comedy feature ny in which he writes, new projects. I’m doing aged to employ classic to ride out the bad times one or two of them might scripts and an episode stars, and executive a comedy documentary comedy duo dynam- you’re sure to experience get picked up, or maybe of Teenage Mutant Nin- produces each episode. series about a pornogra- ics in a reality format. in an industry like the they won’t. It’s kind of ja Turtles for the Fox pher at the moment. I’m entertainment industry. an impossible question Broadcasting Company. Rice also starred in also involved with a com- IBN: Best and worst to answer because the in- and wrote the feature film pany EWA that develops things about having IBN:Switching dustry has no absolutes. Shortly after writing Confessions of a Porn Ad- TV shows and movies. a career in the enter- gears, what would you their first comedy script, dict distributed by Peace tainment industry? like your legacy to be? IBN: Thank you Spen- they decided to film Arch Entertainment. IBN: Regarding cer, and good luck with their attempts to sell it. Kenny vs. Spenny, SR: Well, the upside is SR: I’m hoping my the new show, I’m sure The result was Pitch, a The following is our in- do you still speak that you get to do some- legacy will be my body it’ll be a massive success. feature-length film that terview with Spencer Rice: with Kenny? Are thing you love, and to of work. I like to create documented the duo’s hi- you still friends? be creative while do- things for myself and SR: Thank you. lariously futile attempts ISLAND BUSINESS SR: Kenny and I have ing it. If you have some hope others will enjoy. A Public Service of H&R Block - Self-Employed? It Could Be Taxing

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Depending on against your business a logbook for a sample you can claim for luxury be worthwhile to sort H&R Block Canada, Inc. the amount of space you income in the first year. three-month period as vehicles. The ceiling on through your receipts use for business and/ In the second year, you evidence of a full year’s CCA claims for 2011 is and get your tax obliga- Winter Edition 2012 Island Business News Page 7 Fantasy Faces “Selecting Your Events Entertainment So You Don’t Have To” Based in Halifax, NS, cessfully, and is staff- of our success. Plus, our Fantasy Faces is a thriv- ing a challenge, where party business is grow- ing organization, oper- you are working with ing heavily and we have ated by founder / owner different entertainers, had some major clients Inesa Manaj. Fantasy who provide different such as CBC Television, Faces provides a team of services, and may not Toys’R’Us, Pharmasave, professional entertain- be full time employees? Tim Hortons and more. ers and artists that can We also have a weekend perform at your events IM: The biggest chal- retail location at the Sea- and parties, so that you, lenge is getting and keep- port Farmers Market in as an individual or or- ing the right, skilled peo- Halifax and last summer ganization don’t have to ple that you can trust. we had a full time loca- source out those separate What I’ve learned thus tion at Atlantic Playland. entertainers yourself. far though is if you try to keep people happy, and IBN: How impor- If you’ve ever planned praise them when they tant is customer ser- an event or party, you do a good job, your odds vice in your business? know how much work increase for getting and goes into it. One major keeping the right people. IM: Critical. Every benefit of hiring Fantasy business needs to pro- Faces is a stress free event IBN: How many vide excellent customer which will save you time sub-contractors to you service and to make with your customers. ployees or a team, they someone else again. I and keep the cost down. have on staff right now? sure they offer their I also have no prob- need to feel that you’re love doing my own thing customers’ solutions. lem giving repeat cli- happy in order to produce too much. I also plan on Not only that, but IM: I have 15 people I’m not saying they all ents discounts to thank positive results together. getting my real estate Fantasy Faces can add representing me at do it, but they have to them for their business. license and hope to suc- the WOW effect to your events - from face paint- if they want to survive IBN: Finally, Inesa, ceed in that industry. I events. The follow- ers to magicians. They and thrive. Customer IBN: Do you feel you where do you want find that both my busi- ing is our interview vary from students to service to me is about need to love your work to to be in 5 years time? ness and a real estate with Fantasy Faces professionals, who have keeping people happy. be successful and happy? career are about people founder, Inesa Manaj. been doing entertain- IM: In 5 years time I’d and I believe I can use ment for 20+ years. IBN: Sometimes you’re IM: Absolutely. I’m a like to see Fantasy Faces one to solidify the other. ISLAND BUSINESS not at the event yourself, workaholic. These days I well known through- NEWS (IBN): Inesa, IBN: Is your business how do you control that, work 7 days a week, but out the Maritimes. In a IBN: Thanks so Can you describe your more of a weekday or ensuring that the custom- for me it doesn’t feel like perfect world I’d like to much Inesa, and good business and services? weekend type business? er is served effectively? work. I don’t believe I turn the company into luck with everything. could succeed, or many a franchise. One thing I INESA MJ (IM): IM: It’s definitely IM: We survey cus- can succeed, if they are know for certain though IM: Thank you. Sure, in the last three full time for me. I spend tomers after the events miserable in what they is that I have an entre- You can learn more years since we launched the weekend hands and if there was or is a do. Not only that, but if preneur spirit so I prob- about Fantasy Faces at the business, we have on at events, and the problem, we find out dur- you manage or lead em- ably couldn’t work for www.myfantasyfaces.com served various individu- week-days I’m in busi- ing the survey. The only als and businesses. Our ness meetings and do- way to get ahead in my services include face ing more pre-planning. industry, and in most I painting, body painting, My team works more of feel, is to give 120% to airbrush tattoos, bal- the weekends than any your clients. Return- loon decoration services other time. The event ing clients and word of and bringing clowns, business is more of a mouth is the core of our and magicians to the weekend thing for sure. business. We had a cli- events. Our entertain- ent who referred 10 other ment options are per- IBN: Biggest challenge people in four months. fect for customer appre- in your specific business? Do you know how much ciations events, grand advertising I’d have to openings, trade shows IM: Well, starting do to reach those same and more to promote out, like for most small 10 clients? Our busi- other businesses as well. business owners I guess. ness is built on relation- Having an enter- The early days were the ships pure and simple. tainer or a body painted toughest. It was tough to model present at your price right at the start, IBN: Any strategies booth will draw large and being in a business you use for establish- crowds which gives you where you’re paid only ing or maintaining a chance to market them for the time you’re work- client relationships? your product. Sometimes ing at the events. Anoth- this is a more effective er thing that was tough IM: I try to keep things way than paying large for me at first was being nice and personal. We amounts in advertising. taken seriously given my use a service called Send- age. To help overcome Out-Cards for instance IBN: Is it a con- this, I began sub con- which allows us to send suming business? tracting my services to out personalized cards other businesses so that featuring a snap-shot of IM: It can be, if you we could leverage each the kids from an event take on most or all of others’ credibility, and we did for a client. You the duties of your busi- so on. However, right can adjust the time when ness yourself, but I don’t now we are a completely the card is being sent. I want to be working 24/7. independent business. find clients like remind- I work hard, but I also ers so if they receive a plan for the future as IBN: Success thus far? card a few weeks before well, and that is why I their child’s birthday hire and work with vari- IM: The most suc- they are more likely to re- ous entertainers, so I cess has occurred this book. Sometimes even a don’t always have to be year. Our goal is to cre- ‘Thank you’ card is nice. at every single event. ate positive memories Right now I am work- that people will keep ing on a database to send IBN: Is that a chal- forever. The fact that we out a monthly newslet- lenge? Having to rely have been able to do that ter to all the contacts on others to bring the right from the start and we have. I think it’s im- events together suc- maintain it is a big part portant to keep in touch

Page 10 Island Business News Winter Edition 2012 Judy Carter “Sharing The Amazing Power Of Humor With Others” by Corey Poirier A podium can’t con- A graduate of USC’s obsessed over learn- trial by fire but it was tain the infinite energy theater program, Carter ing magic. “The biggest the greatest experience Judy Carter of Judy Carter. One of was the first woman to disappointment was I when I discovered that I America’s top motiva- play the Close-Up Gal- couldn’t get her out of her could do it. That evolved tional humorists, Carter lery at Hollywood’s wheelchair. But I could into my stand-up career connects with audiences Magic Castle. Author of pull a coin out of her ear and then my career as a through customized com- “The Comedy Bible” and and make her laugh.” humorist teaching hu- edy, delivering big laughs “Standup Comedy,” she’s Bitten by the perform- mor as a business tool with a big message. been featured on “The ing bug and realizing and stand-up workshops Wielding the “power Oprah Winfrey Show,” that she had a choice, to developing comics. of the punch line,” Cart- taught comedy work- to view life as a trag- It’s been a strange ride. er gets results both na- shops for standup comics, edy or as a comedy, tionally and internation- coaches CEOs on their Carter chose humor. IBN: Wow, as a stand- ally with a hilarious and speeches, and has devel- The following is our in- up myself, I discovered empowering keynote, oped a popular series terview with Judy Carter. your work when it was speaking to government of instructional DVDs. recommended that I groups, professional as- Honing her comedy ISLAND BUSINESS pick up a copy of, and sociations and Fortune skills on stages from NEWS (IBN): Tell me read your book The 500 companies. She up- Caesar’s Palace to the about your background, Comedy Bible. In your lifts and entertains while Los Angeles Improv, how did you get start- bio, I could tell you’ve sharing practical infor- Carter was nominated ed in stand-up com- had a lot of great expe- mation that attendees for Atlantic City’s Enter- edy and as a humorist. riences. Can you share can apply to their jobs as tainer of the Year. She with us some major well as their daily lives. brought her talent to the JUDY CARTER (JC): milestones that stand Carter has shared motivational speaking It wasn’t the usual path, out from your career? otherwise, and the book a lot. I feel sharing the stages with President circuit, believing that that’s for sure. I actu- became a best seller. healing power of humor Clinton, Deepak Chopra her techniques could ally started out as a ma- JC: Sure. Touring It’s amazing the power with people that is one and Lily Tomlin. She’s in benefit even those who gician. I had a speech with, and opening for of The Oprah Effect. of my biggest purposes. demand by corporations would never even think impediment at the time, the likes of Prince, and In fact, I’ve been doing from Boeing to Blue of stepping on a stage. and so I went the magic then Kenny Loggins. IBN: How would you a lot of paid bookings in Cross, Fed-ex to Farm- “I wanted to do more route as a performer. I Those were great experi- describe your core focus? Healthcare and I’m go- er’s Insurance. As an than make people laugh, I went on tour as a magi- ences. And then there’s ing to start transition- international speaker, wanted to transform and cian and my big segway the Oprah appearance. JC: I would say that ing things so that I can Carter has taken her fun inspire with a message (if you’ll pardon the pun) I spend the majority of perhaps be there the day and profound address they could take home.” in stand-up took place IBN: And then there’s my time working with before to speak to the from Australia to Berlin, Carter is a living ex- when my tricks didn’t Oprah. Did the Oprah Ef- comics who want to be patients. At the same Canada to Hong Kong, ample of the power of show up at one of the fect impact the success of speakers and speakers time, when you asked demonstrating proven laughter. Like many fun- shows, and I realized that the book, and your career? who want to be funnier. about milestones earlier, methods of transforming ny people, she grew up in if I didn’t have the tricks But more recently, I another one would be oneself through humor a dysfunctional family. to dazzle the audience, JC: Yes, I can’t even have become very pas- speaking to the Wound- and teaching audiences When her mother said I had better be funny describe the impact that sionate about the heal- ed Warriors, Veterans how to take a different it would take a miracle if I wanted to leave the made, but it exposed my ing power of humor, and recently. Giving them view of stressful and for her disabled sister show with my had held career to many people I I have been speaking at hope, and the same with difficult events in life. to walk, young Judy up. It was kind of like wouldn’t have reached Hospitals, and Veterans, cont’d on p. 12 TIPS from the Investing Trenches Q & A with: Sheldon Brushett and Larry Sider

Sheldon Brushett of Investor’s Group Larry Sider

ISLAND BUSINESS cial plan. Be active in nesses. Make sure to re- NEWS: What are the the management of your view your coverage’s so top 3 suggestions you financial plan… you you know what you have. give to your clients for understand your situa- You can have 10 years or surviving and thriv- tion better than anyone. more worth of savings ing in today’s economy? wiped out with a year off •A leading cause of work from a disability. Sheldon Brushett / bank foreclosure on Larry Sider (SB / LS): mortgages and business- Check back next time •Ask yourself: “Is es is lost income and in- for more investment ad- there anything about creased expenses from vice by Sheldon Brush- my finances that keeps disability and critical ill- ett and Larry Sider. me awake at night?” If you answered yes, ask your Consultant to help ...and I Quote.... develop a strategy to “If you love what you do, it’ll never feel like work.” help you sleep better. For example: if your risk Quoted by John Dunsworth (aka. Mr. Jim Lahey tolerance is out of align- of Trailer Park Boys) in new Conversations With ment with your per- Atlantic Canadians Book sonal philosophy it may be time to rebalance or “…as soon as I hear the word easy, I walk away.” seek a second opinion. Paraphrased Richard St. John Quote, New •If you are not satis- Conversations With Atlantic Canadians Book fied with the advice or service you have been “…I love working with Entrepreneurs. They receiving shop around are the most fascinating people on the planet…” for another Consultant. You deserve to know Gair Maxwell, New Conversations With Atlantic what is happening with Canadians Book your portfolio and finan-

Page 12 Island Business News Winter Edition 2012 Candace Silvers “Making A Difference, Serving A Greater Purpose” Candace Silvers has director of “WHAT already know. They are Tools are critical. I look CS: Accountability. makes it all worthwhile. dedicated her life to DOESN’T KILL YOU”, also willing to take action at it like this. If you have People have to be ac- coaching. She inspires among many others. to get what they want, a hammer and it’s time countable to themselves IBN: What is most her students to live be- The rapid success of and they are willing to to build a house, that’s and they have to do it important in life? yond their limitations. her acting, directing, do the necessary prepa- great, you’re all set. But for themselves. With- Every event becomes an producing, and writing ration and practice to if it’s time to brush your out accountability, and CS: I love random acts opportunity to experience students has led Candace achieve what they want. teeth and you have a an interest in mak- of kindness, and I be- success and happiness. to create a program for In other words, they are hammer, that’s not so ing the change, it’ll be lieve the amount of dif- Currently, Ms. Silvers all careers and lifestyles. willing to take action. good. You need the right much tougher to real- ference a person makes, has thousands of stu- Clients are taught the tools if you’re going to ize success. Sadly, most that is where it’s at. One dents around the world ability to observe their IBN: Your father, make the right changes people will continue to of the things I’ve discov- practicing life skills that habits and patterns so Phil Silvers, was an coast, and to suffer, un- ered after working with make fulfillment avail- that new responses are America Icon in the IBN: I’m sure giving til they hit rock bottom. people over the years is able on a daily basis. developed as opportuni- Entertainment Indus- people the right tools of- that every person has As the daughter of ties, replacing obstacles try (entertainer / actor) ten involves taking peo- IBN: Is passion and a desire to give, to have American icon Phil Sil- that were previously and I’m sure you could ple out of their comfort purpose important to a purpose. I always tell vers, Ms. Silvers began perceived through their have taken a lot of direc- zone, and most people a person’s ultimate people it’s important for her career by following individual histories. tions with your career, like to stay in their com- success, and feeling them to ask themselves in her father’s footsteps The following is our Why Human Behavior? fort zone in my experi- fulfilled in their life? what type of person and training with Roy interview with Candace. ence. How do you suc- am I being “right now” London (renowned act- CS: Well, we do a lot cessfully take a person CS: Absolutely. And ing teacher whose cli- ISLAND BUSINESS of work with actors and out of their comfort zone? here’s the big thing. If IBN: Long term goals? ents included Brad Pitt NEWS (IBN): Can- directors so I haven’t a rocket scientist loves and Michelle Pfeiffer). dace, can you tell me a strayed completely from CS: It has to be done what they do, they can CS: I don’t believe in That background com- bit about what you do? my roots, but I didn’t gently and with a lot of re- teach it to a 3rd grader. long term goals. Person- bined with her innate like seeing people suf- spect for the person, and So if you’re passion- ally, I see a long term goal gift for helping others CANDACE SILVERS fer, including family and for their comfort zone. ate, it’s much easier to as a procrastination, and led Candace Silvers to (CS): Sure, I’m a hu- friends, and so I wanted get another person to goals are always showing become a teacher herself. man behavior specialist to do something to help IBN: I mentioned the hear what you mean. you where you’re not, As a result of her dedi- and Behavioral Coach. them learn how to re- word successfully, what instead of what you are. cation to teaching, she duce or eliminate that does success mean to you? IBN: Can you has received many glow- IBN: Wow, so you suffering or hurting. I re- share some of your IBN: Thank you ing endorsements from study people’s behavior. ally didn’t want to watch CS: Success is lov- milestones with us? so much Candace, I her students, some after I know this is a big ques- people live and die with- ing who I am, and being have a ton of notes as listening to “The Tools” tion to jump in with, but out leaving or making an okay with who I am. I CS: Sure. For me, I’m this was such an in- CD such as Oscar-win- what have you noticed impact if I could help it. believe that success cre- always proudest when formative interview. ning actor Richard Drey- the high achievers do, ates its own ripple effect. I get to watch people fuss. Other endorsements in comparison to those IBN: What’s the most heal. I worked with a CS: Thank you. come from actors, writ- who may not be will- important aspect of work- IBN: In terms of a per- cancer patient, and now ers and directors such as ing to take the neces- ing on one’s behavior? son achieving success in 12 years later she is can- You can learn more Eileen Meyers, writer on sary steps to improve or their career, what have cer free. Of course, there about Candace Silvers and HBO series’ “BIG LOVE” evolve their behavior? CS: They need to have you noticed are the key were a lot of steps in-be- her coaching and behav- and “HUNG,” and Bri- CS: They are willing the right life tools. That’s elements in making that tween that got us there, ioral work at www.can- an Goodman, writer/ to go beyond what they what I try to provide. happen successfully? but a result like that, it dacesilversstudios.com

Judy Carter free society. It’s tough to ground, and I could win a noble peace prize and cont’d from p. 10 be creative and censor- ing yourself at the same my Mother still wouldn’t speaking to the young time. Still, if you want to say, ‘now you’ve become men and women fighting be successful in the cor- a success’, so it’s kind in Afghanistan, that is porate world, you have of fleeting. But having such a great experience. to realize what’s appro- people acknowledge my priate and what isn’t. skills, or teaching a class IBN: Do you be- There isn’t a science to it successfully, to me that lieve people are born though and I’ve had some is success. When I look at comics, or can people corporate gigs where it the home I built in Venus be taught comedy? didn’t go over well and Beach with a mere 10,000 others where they said jokes; that allows me to JC: I’d be in the wrong they wished my stuff feel some success. When business if I didn’t think it was even more dirty. It’s people hire me based on could be learned (laughs), an ongoing learning ex- my credibility, or some- but I do believe it’s hard perience when it comes one gives me positive to teach someone talent, to corporate comedy but feedback, or when people but you can teach them there are certain things tell me I’ve touched their structure and how to de- you just should not do, life in someway, or I see liver material that gets especially stuff to do the difference I’ve made a laugh. To be a touring, with religion and race. in my student’s lives. I professional, paid come- But there are never any guess those are some of dian though you need to guarantees. I had a client the ways I measure suc- have an absolute passion one time, and it was just cess, or perhaps define it. for it. If you have to ask to do with their internal someone if you could, culture, that said Geesh IBN: So, what’s or should, be a comic, was not appropriate next for Judy Carter? the answer is probably language, and I’ve seen no. Where bombing and clean comics who have JC: I think the way failure is a part of the ar- still offended me person- I want to spend a lot of tistic endeavour of per- ally, and dirtier ones who my time in the future is forming stand-up, you haven’t. So, it is very in showing people who have to be passionate subjective but overall have been wounded in about it or you won’t last. you just have to clean up some way, the difference the language and change humor can make, and the IBN: You do a lot of up the language and you amazing power of humor. corporate work, and can make similar mate- corporate comedy is rial that may have been IBN: Thank you so a different thing than otherwise dirty, work in much for taking the time comedy club comedy, a corporate event. Again, to speak with us Judy. how do you adjust, and it’s not a perfect science. how does freedom of JC: Thank you. speech factor into things IBN: Switching gears in relation to comedy? a bit, can you tell us You can learn more how you define success? about Motivational Hu- JC: Well, first, free- morist Judy Carter at dom of speech is abso- JC: I’ve always had www.judycarter.com lutely essential as it’s an issue with success. I one of the marks of a come from a Jewish back- Winter Edition 2012 Island Business News Page 13 Carmine Gallo “The Communication Coach To The World’s Most Admired Brands”

Best-selling author, IBN: Can you share leader of an organization Computer and couldn’t ness, and career. What Carmine Gallo is also a with us an element of that inspires you is pas- find the design inside the does success mean to you? former reporter and an- a Jobs presentation to sionate about what their industry, he looked to the CG: The best definition chor for CNN and CBS. He demonstrate things that product means to people. appliance industry and I heard for success is the has sat down with many Jobs did in his communi- found a way to bring that of the most dynamic and cation that others don’t? IBN: Can you give design into the Apple 2 respected business lead- us an example of some- case, and make it fit the ers of our time. In these CG: One of the big ones one you’ve interviewed industry, and work for interviews, Carmine is that Jobs always made whose Passion was ob- Apple. And of course, it gained insight into what sure he had a holy smokes viously the recipe for did, and it changed the makes a great leader. moment in every presen- their ultimate success? ways we view computers Great leaders are also tation. That is something from a design perspective. great communicators. that all presenters can CG: I interviewed Rich- He formed Gallo Com- learn from. An example ard Tate, the creator of the IBN: Okay, so inno- munications with the mis- of when Jobs did it effec- popular Cranium board vators find ways to look sion of helping business tively is when he did an game. I was told by others outside their industry to leaders discover and apply entire presentation hold- that within 5 minutes of evolve. Let’s talk about the untapped power of ef- ing a manila envelope. meeting Tate you’ll want Communicators. What fective communications. The presentation in ques- to work for him. It was do world class commu- Under Carmine’s leader- tion was about the world’s true, Tate was so excited nicators do that other ship, Gallo Communica- thinnest laptop, and the and enthusiastic, that communicators don’t? tions prepares business holy cow moment was type of passion is very in- leaders for these make when he opened the enve- fectious. In fact, another of CG: They don’t stop it or break it moments. lope during his presenta- my discoveries regarding at information. Most The following is tion to display the laptop, passion is that the people people don’t stop there, the result of our inter- the very laptop he had who have it to the level but great communicators view with Carmine. been holding in the thin of Richard Tate, for them strive to inform, educate Manila envelope the en- the passion comes first, and entertain. They even one I have since taken on Can you tell us your fa- ISLAND BUSINESS tire time. Powerful stuff. the product second. For go beyond those three. as my definition of suc- vorite three interviews? NEWS (IBN): Good Morn- instance, the reasoning Good communicators cess. It occurred when I CG: Sure. Well, Chris ing Carmine, can you IBN: Steve Jobs was behind his creation of the explain your problem, asked that question dur- was one of them. I’d say tell us a bit about your a noted recluse. How did Cranium was because he then how their solution ing an interview with another of my top three career? For instance, you go about researching was passionate about find- can solve that problem, Chris Gardener, the man interviews was with John how do you spend the and finding out the secrets ing a way to bring families and then they entertain whose story was told in Chambers from Cisco majority of your time? of such a reclusive CEO? together again, and the so you leave with a full, the movie The Pursuit of Systems, because he is so board game was the most well rounded experience. Happiness staring Will gracious and during his CARMINE GALLO CG: I conducted inter- effective way to do it. So Smith. If you saw the mov- time with you, he is truly (CG): These days I spend views with many former he created Cranium to IBN: Where can a per- ie, you know that Chris in the moment in a way my time working as a Apples employees and fulfill the purpose he was son who wants to improve endured many hardships that makes you, the per- communications coach some of his presentation passionate about. This their communication or while living in the streets son sitting across from providing media training coaches, and of course is just the same way that presentation skills start? with his son while pursu- him, feel like you are the and presentation skills I researched a lot of his Howard Shultz created ing a career as a stock- most important person in training to executives, interviews and studied Starbucks because he was CG: For presentations, broker despite being told the world. The third inter- and to teams at some of a lot of his comments. passionate about creat- you need to start thinking there was no position for view that stood out to me the world’s larger brands. ing an extra special place visually about your pre- him at the brokerage. He was my interview with IBN: Carmine, can for people, the third place sentation, and get away ultimately succeeded and Marc Benioff, the CEO of IBN: How did you get you share with us the between home and work. from the bullet points on when I asked him what SalesForce.com. He is a into communications most common trait you The Coffee just ended up PowerPoint slides. You success is, his response billionaire and despite be- coaching? Is your back- discovered when you’ve being the best way for also need to outline the was, “you’ll know suc- ing very busy, he responds ground rooted in the studied, worked with, him to accomplish that. problems your audience cess when you can’t wait within 24 hours and he is communications field? and interviewed some of didn’t even know they had for the sun to rise again a very visible leader, and the best communicators, IBN: Carmine, let’s so that you can present in so you can do it all over very conscious about his CG: It sure is. I started and innovators, and is drill down more to the a way that a Holy Cow again.” What a great way brand. And that really working as a journalist it a trait that Jobs had? topics we’re discuss- moment occurs. Another to define success. Oh, and stands out, because it’s and ultimately spent my ing. First, let’s talk In- place I would send some- I would add that success important that as a CEO time working with enti- CG: The common trait, novation for a second? one who wants to improve to me means getting to and the face of your com- ties like CNN and CBS. without question, would their presentations skills choose who you work with, pany that you’re very be Passion, and yes, Jobs CG: Sure. Harvard did is YouTube. It’s great that and spend your time with. visible, and despite his IBN: Why the transition had it for sure. I don’t a 6 year study of Innova- in today’s age you can stature, Mark has that. from Journalist to Coach? think anyone would doubt tion and what they found study some of the best IBN: Speaking of inter- It makes the time with a that. In fact, one of my and discovered was that and worst communicators viewing people like Chris person like that special. CG: I noticed that some favorite quotes of his is innovators are always for free using tools like Gardner, you’ve inter- He also remembered and of my clients weren’t when he said his advice looking outside their own YouTube as a resource. viewed many top CEOs, used my name often in our the best communicators regarding career would field for ways to innovate. Leaders and Celebrities. cont’d on p. 15 and some of the top lead- be for a person to get a job Going back to Jobs for a IBN: Great advice on ers didn’t know the best to carry you until you find minute because he was both innovating and com- ways to interact with the that job you’re truly pas- such a master innovator, municating more effec- media. My purpose soon sionate about. I’ve also when he was looking for tively Carmine, now I’d became to help people tell discovered that every a design for the Apple 2 like to focus on your busi- stories more effectively.

IBN: And how did it all start? The transition I mean?

CG: Well, I starting writ- ing about how people com- municate and how they could be more innovative in their communication.

IBN: Speaking of Inno- vation, you wrote a book about the Innovation Se- crets of the Late Steve Jobs and also another book about Jobs called The Pre- sentation Secrets of Steve Jobs? Why Steve Jobs?

CG: Because Steve Jobs was a master communica- tor. Page 14 Island Business News Winter Edition 2012 New Canada Pension Plan Rules Started January 1, 2012 Summer is coming... Employees and Employers May Be Affected Will you hire a summer student? On January 1, 2012, age 60 or older who have month. Therefore, an em- important changes to the not had CPP deducted for ployee applying for CPP I realise that sum- Canada Pension Plan for a few years but, all of a at the age of 60 will see mer is still a few months employees who are be- sudden, are obligated to their monthly CPP cheque away but it is not too tween the ages of 60 and start contributing again. reduced by up to a maxi- early to start thinking 70 and businesses that The good news for em- mum of 36% compared to about your staffing plans employ them were intro- ployees is that, because if the employee waited un- for the summer. My duced. For the purposes there are extra premiums til age 65 – this is up from a experiences with hir- being paid, the amount of this article, employ- 30% reduction previously. ing summer students ees also include those of their CPP benefits This change in reduc- have all been positive. who are self employed. will increase each year tion will be implemented Employees aged 60 to while they are employed. over a five-year period. They were eager to learn 64 drawing CPP benefits The bad news for both Employees aged 65 and work! Great attri- The most significant employees and employ- to and including age 69 butes in any employee! change is that all employ- ers is that there is an All employees (except ees must continue to con- additional cash outflow those who are self-em- by Richard Corkum If you are interested tribute to the Canada Pen- because of this change. ployed and is not incor- in hiring a summer stu- sion Plan up to age 65 and Employees age 60 to 64 porated) from age 65 to the employer, but the em- dent there are a number employers must continue not drawing CPP benefits and including age 69 will ployee must wait until af- of government programs Sylvain Allaire There are no changes to match the contribution, be required to have CPP ter the calendar year that to assist with wages even if the employee is re- for employees or their em- deducted unless they the CPT30 to opt out was and training. But don’t to create jobs for post- ceiving Canada Pension ployers. CPP is to be de- elect not to have CPP de- filed before being able to Plan benefits. In the past, ducted from the employee ducted by filing a form opt back in. For example, wait too long to start secondary students by if an employee was receiv- and the employer must CPT30 with Canada Rev- if the employee filed a planning. Deadlines providing a financial ing Canada Pension Plan match the contributions. enue Agency (CRA) and a CPT30 in March 2012 to for grant applications incentive to Island em- benefits, the employee was Employees age 60 to copy with the employer. opt out of contributing to vary between the end of ployers who provide not entitled to contribute 64 wishing to apply for The election takes effect CPP, the earliest that the January to mid-March. students with summer further to the CPP and CPP before the age of 65 the month following the employee can opt back employment in their therefore the employer Employees will now be month that the form is is in January 2013 and The Canada Sum- field of study. Details of did not have to contribute entitled to start drawing filed with CRA. Anyone would do this by filing mer Jobs program is de- the program for 2012 will CPP benefits as soon as on behalf of this employee. who is 65 to 69 and is self- another CPT30 by Decem- signed to focus on local be on-line in early Feb- As of January 1st, there is they turn 60 without hav- employed and is not incor- ber 31, 2012 at the latest. priorities while helping ruary. In 2011, private no choice; even if the em- ing to cease employment porated does not have to Service Canada has on ployee is receiving CPP or have a two-month re- complete the CPT30. The their website an example both students and their sector employers were benefits, they must have duction in pay to qualify. decision to opt out of CPP of the impact on one’s CPP communities. Details of refunded between $5.23 CPP deducted from their The downside is that the is made when completing benefits by continuing to the 2012 program were and $5.66 per hour paid paycheque and the em- reduction to benefits re- their personal tax return. contribute to CPP after not yet available at press while non-profit and ployer must match the de- ceived for early applica- The employee can sub- age 65. The facts are as fol- time. In previous years, public sector employ- duction as has to be done tion is increased to 0.6% sequently decide to opt lows: 1) Employee turns the deadline for grant ers received between with other employees un- per month for the number back into contributing to 65 in 2011 and decides to application was 28 Feb- $10.46 and $11.32 per der age 65 not receiving of months prior to the 65th CPP by completing an- apply for CPP benefits at ruary. Not-for-profit hour for up to 40 hours birthday - up from the CPP benefits. Therefore, other CPT30 and filing it age 65; 2) The employee employers were eligible per week. Employment there could be employees previous rule of 0.5% per with CRA and a copy to continues to work and de- for 100% funding of the had to be provided for a cides not to opt out of con- tributing to CPP; 3) Based provincial minimum minimum of 8 weeks to on 2012 annual earnings hourly wage per student. a maximum of 14 weeks. of $24,800, the employee Private sector employ- has to contribute $1,054 to ees with 50 or fewer em- The Health Care Fu- CPP (as does the employ- ployees were eligible for tures Program provides er). Based on these facts, funding for up to 50% of Island students with the employee will receive the provincial minimum summer employment $164 more annually from hourly wage rate. Em- in health care facilities CPP than if the employee ployment must be full throughout the prov- would have opted out of time for at least 6 weeks to ince. Last year, the pro- contributing to CPP. The $164 would be adjusted a maximum of 16 weeks. gram paid between $9.83 annually for inflation. Details of the program and $10.81 per hour for An employee wait- can be found on the Ser- 37.5 hours per week. ing after the month of vices Canada website or The Nursing Student their 65th birthday will by calling: 1-800-935-5555. Summer Employment receive 0.7% per month program provides em- increase in benefits com- Young Canada Works ployment for up to 12 pared to if CPP started on is funded by Heritage weeks for Nursing Stu- the 65th birthday. Under Canada and administers dents who have success- the old rules the increase three summer job pro- fully completed at least was 0.5% per month. grams for students: YCW one year of a recognized Other information for Aboriginal Youth Bachelor Degree in Nurs- The CPT30 is available in Urban Area; YCW in ing Program or Practical at the following website: Heritage Organization; Nursing Diploma Pro- http://www.cra- and YCW in Both Offi- gram. Application for arc.gc.ca/E/pbg/tf/ cial Languages. A total both of these Programs cpt30/cpt30-11e.pdf. of 2,780 jobs are subsi- will be available on An employer must dized under these three line in early February. continue to match the programs. The pro- CPP contributions as grams may contribute Make sure you read long as the employee contributes to CPP. up to 75 percent of the next month’s article student’s employment wherein we will discuss This article is a gen- costs (wages, benefits how to successfully inte- eral overview and each and other eligible expen- grate your summer stu- person’s/business’ af- ditures) to a maximum dent into your workplace. fairs are unique. Further of $8,000 per job and professional advice is $50,000 per employer. Sylvain Allaire, MPA, always advisable before Deadline for applica- CHRP – VP Sales and any action is undertaken tion is 1 February 2012. Marketing HR pros incorporated. Richard F. Corkum, B.Sc., FCGA is the pro- SkillsPEI administers (902) 877-1887 prietor of Poole Corkum, the Post-Secondary Stu- [email protected] Certified General Accoun- dent Program funded www.hr-pros.ca tants in Summerside and by the government of is a regular contributor Prince Edward Island. to Island Business News. The Program is designed Winter Edition 2012 Island Business News Page 15 Advanced Shuttle Same Name, Big Future ISLAND BUSINESS quite well. It just sim- always open to feedback NEWS (IBN): Can you pro- ply made perfect sense. and suggestions from From The Heart vide us with a background IBN: How many customers that could of Advanced Shuttle? people are involved help us make decisions by Nancy M. Doucette at present time? related to better service. ADVANCED SHUT- TLE (AS): Sure. Ad- AS: We have 2 drivers, IBN: Top success PRINCE EDWARD ISLAND (P.E.I.) IS HEAVEN TO ME vanced was started in a receptionist, and the factors over the years? 1999 by Joseph Sullivan, owner is involved as well. I can’t imagine living anywhere beside on P.E.I. and David Anderson AS: The simple I plan on living here until the day I die took over the company in IBN: What makes act of truly listen- That’s what my father did & it sure worked out well for him June of 2011. There was a Advanced unique/ ing to our clients It’s where he taught me how to skate & how to swim… need for express passen- why do customers ger service to and from choose Advanced? IBN: Future goals? I went to school here, hung around with my friends often as I could Halifax and we believe My father – he built miracles here with a grade 3 education and a we can continue to serve AS: Providing fast, re- AS: We hope to ex- talent to create things with wood that need. More recently, liable passenger shuttle pand into NB with big- I worked at a job I loved until health issues said I no longer could it is our belief that the service between Prince ger vans that will have I got married here on P.E.I. – and it’s where I had my only child, a son need has developed for Edward Island and Nova more space for a more I couldn’t have wished for a more perfect child for me - I got the best one... an express passenger Scotia is our number comfortable experience. service to and from New one priority and we have Anytime I left I could not wait to get back home Brunswick and we hope special rates for students IBN: How has technol- Cause there’s a peace found here for me on P.E.I. whether I am to be serving that need in or seniors traveling to or ogy impacted Advanced if with family, friends or totally alone the near future as well. from Halifax and Char- at all? Positive / Negative? There’s not one thing about P.E.I. that I don’t love lottetown. We also offer Anyone who’s lived here be it a little while or all their life knowing IBN: Can you de- over 40 pick-up and drop AS: Technology has what I am talking of… scribe your prod- off points which include affected our company uct/service offering? locations like the Halifax positively. An example Prince Edward Island (P.E.I.) is heaven to me International Airport, would be wireless inter- There’s no other place on earth that I’d rather be AS: We use 2 shut- the IWK Hospital, St. net on the shuttle, and P.E.I. has been noted for having friendly people here – called the friendly Isle tle vans to transport Mary’s University, Dal- better safety standards. Most likely because so many people here have time to say hello, people and small housie University, Ron- greeting others with a smile freight to and from PEI ald MacDonald House IBN: Growth poten- Why would I want to live any where else - even for a short while and Halifax and and the MicMac Mall tial? When I was blessed to be born and to live on Our Friendly Isle… all points in-between in Dartmouth to name a few. We feel these are AS: Moving into I’ve been blessed with the family chosen for me, doubly blessed with my son IBN: What led to just some of the reasons the New Brunswick I’ve been blessed with many a dear friend along the way – each & every single one David’s decision to our customers choose us. market opens up a big I’ve been blessed a couple of times with unconditional love –What a joy – What a high purchase Advanced? growth potential for us I’ve been blessed with so many things and all of it happened right here on P.E.I. IBN: How does Ad- and for our customers. I’ve been blessed with this precious Isle & I’ll know I am blessed moreso if I am AS: Being the service vanced a p p r o a c h able to be here until it’s time for me to say my final goodbye facility for the previous c u s t o m e r s e r v i c e ? You can learn about Ad- I’ve been blessed because I see no sadness in wanting to live here until the day I die owner, it was realized vanced Shuttle at www. I’ve been blessed because I know exactly where I want to be that it complemented AS: We approach cus- a d v a n c e d s h u t t l e . c a I’ve been blessed – P.E.I. has been very good to me… the other business, An- tomer service with the derson Automotive, client in mind, and we are Special February Birthdays ~ From My Heart Feargal Quinn February 1 Aldona Richard My Cousin cont’d from p. 5 speak to (and/or provide influences everybody February 7 Rita (Doucette) Walsh My Cousin training to) organiza- in the organisation. February 8 Eldie (Eldon) Arsenault My Dear Friend company, individual tions looking to improve February 9 Francis Doucette My Uncle & Godfather store and department ac- their customer service IBN: Do you believe in February 12 Milton Costain My Cousin counts were presented approach? If so, what self-education? If so, any February 14 Denise Cherico My American Friend to and discussed with are the key suggestions particular favorite books? February 19 Susie Clow My Friend all staff. Therefore, they you might provide to get had knowledge of what them looking at things FQ: Yes, for sure, and February 19 Aubrey (Joe Myers) My Uncle was going on weekly and from the right perspec- books I would recom- February 20 Dominick Boyd My Cousin a personal stake in what tive, especially in cases mend include The Big February 20 My Birthday was happening in the where a culture shift Picture: Essential Busi- February 22 Ron Hately My Friend company. At every oppor- might be necessary? ness Lessons from the February 26 Doris Palmer My Friend Movies by Kevin Coupe tunity I empowered my Carmine Gallo staff and I was rewarded FQ: Many retailers and Michael Sansolo to miss it as I’m far too of many groups such as with good decisions, good and companies seek my and Hug your Custom- busy! Maybe if there were the Irish Lung Fibro- cont’d from p. 13 leadership and loyalty. advice on their business. ers by Jack Mitchell 36 hours in each day? sis Association. On the conversation and that is I have just completed a international scene, I very impressive as well. IBN: The retail world second TV series called SECTION 2 - IBN: Can you give serve on the board of the seems to be struggling “Feargal Quinn’s Retail SINCE SUPERQUINN us an update as to what American-based Food IBN: What’s the best and at the same time Therapy”. On Monday you are doing these days Marketing Institute. I part about what you do? customer service doesn’t next I will be seeking a IBN: Can you share and the difference be- am a former Chairman seem to be the focus for a town in Ireland for a new the details about how tween your days with of EuroCommerce the CG: The feeling that lot of retail businesses – TV series which would the sale of Superquinn Superquinn and now? Brussels-based retail I am continuing to help what suggestions do you like me to help them reach came about and why organisation and of the companies and people have for those looking its entrepreneurial po- you decided to change FQ: Life since Super- Paris-based CIES – the share their powerful mes- to survive and thrive in tential as a community. your career focus? quinn has been hectic! Food Business Forum. sage with the world, and the current retail (or any In fact, there is no way And, because I haven’t in many cases, these com- business) environment? IBN: What were FQ: Investors val- that I could fit in all I am mentioned it above, panies are changing the your the biggest chal- ued our property assets doing now if I was still I have 14 grandchil- world with their message. FQ: My advice to some- lenges in making sure much higher than we at the helm in Superqu- dren upon whom I dote! one who wants to sur- the staff and organi- valued them and they inn. I have been a Sena- IBN: Very powerful. vive and thrive is to be zation provided first were determined to ex- tor since 1993. I am an IBN: Thank you Thanks so much Car- a ‘destination’ shop for class customer service? pand the business. Af- Adjunct-Professor at the so much Feargal. mine, this has been a very something! Be so good at ter 45 years I felt that National University of informative interview. one particular issue that FQ: I was always a there were other chal- Ireland, Galway. I have, FQ: Thank you. customers will pass your hands-on owner and lenges out there for me. as mentioned above, just CG: Thank you. opposition just to shop the biggest challenge completed a second TV with you. Make sure you was probably to con- IBN: Do you miss series on retailing and You can learn more You can learn more ‘jump the counter’ and tinue learning and not your time as the head am just about to start a about Feargal Quinn at about Carmine Gallo become a customer your- to get tired. I had al- of the Superquinn new TV series on entre- www.feargalquinn.ie and his work in Com- self of your own business! ways to remember that chain? Why or why not? preneurship in a town munication and Inno- the boss ‘sets the tone’. in Ireland. I am also vation at www.gallo- IBN: Do you currently How the boss behaves FQ: I don’t have time involved on the board c o m m u n i c a t i o n s . c o m