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Heads up for employers

Your North Peninsula Small Business What the new Development Center employment rules will cost you Contributing to Economic Vitality One Business at a Time

Today’s presentation Today’s presentation What’s the SBDC? Coming soon to a business near you? Who is Kevin? • EAP exemptions Laws impacting businesses today • Secure Scheduling • I‐1433 changes in 2019 & 2020 • Fair Chance Employment • Paid Sick Leave Review • Paid Family Medical Leave Coming up… • Pregnancy Accommodation The boiling frog But wait, there’s more!

What is the SBDC? A little bit about Kevin Your North Peninsula SBDC is part of a network of professionals funded by • Regular visitor to the the SBA and your local stakeholders. Peninsula since 1960 The service is delivered by • Supply chain and Washington State University. facility development north of the Arctic Circle in Alaska • Served the SBDC in Whatcom, Skagit and King Counties since 2006

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Minimum Wage Paid Sick Leave • Paid sick leave must be paid to employees at The net effect on their normal hourly compensation fully burdened • labor costs in 2020 Employees are entitled to use accrued paid is a 46% increase sick leave beginning on the 90th calendar day in the cost of labor after the start of their employment over 2016 • Unused paid sick leave of 40 hours or less must be carried over to the following year • Rethink utilization of labor and the role labor plays in business processes

Comply PSL impact on small business

• ~$67 per employee additional administrative & record keeping costs • ~$400 additional cost to each small business • 2% increase in 2018 labor costs and two years of 4.5% minimum wage increases –total 11% • Training those unfamiliar with managing a paid sick leave asset • Finding replacement workers to fill in shifts in the current labor pool

Paid Family and Medical Leave Paid Family and Medical Leave • All employers must participate, including non‐ • Paid Family and Medical Leave benefits start in profits, state and local government agencies, 2020 and allow up to 12 weeks of paid leave faith and tax‐exempt organizations and other per year typically associations • Employees qualify after working 820 hours or • Employers of every size must start collecting more in the first four of the last five quarters premiums from their employees’ paychecks on • The weekly benefit is capped at $1,000 and is a Jan. 1, 2019 calculated percentage of the employee's gross wages • First quarterly report due in April 2019, • Employees will contact the Employment reporting and remitting will be separate from Security Department to apply for and manage a Unemployment Insurance claim.

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Who is a family Pregnancy Accommodation member? At an employer with 15 employees or more, she has the right to the following accommodations: • Providing flexible restroom breaks • Modifying a no food or drink policy • Providing seating; and • Limiting lifting to 17 pounds or less Employers may not ask for written certification from a healthcare professional for the accommodations above.

EAP exemptions Secure Scheduling • Raise the salary threshold to 2.5 times the state • Provide a written forecast of employee’s minimum wage median hours upon hire • Using the 2020 minimum wage rate of $13.50, • Grant schedule variance requests related to this threshold would be $70,200 employee’s transportation, housing, other jobs, • Clarify the primary duty requirement and the education, caregiving, and self‐care employer’s burden • Must post work schedules 14 days in advance • Updated rules effective January 1, 2020 • Prior to hiring, post available hours for 3 days • Employer determination does not in and of and offer the job or hours to current employees itself exempt a worker

Fair Chance Employment • Limits use of conviction and arrest records • 338 West First Street, Office 105, Port Angeles • Criminal background checks only after screening applicants for qualifications • Always available for Sequim meetings • Provide an opportunity to explain criminal • 360-865-4938 background check information • Hold the position open for at least two business days • Adverse employment actions based solely on an arrest record prohibited

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North Peninsula Small Business Development Center Service Area Clients Hours of Capital Jobs New Served Advising Businesses Clallam County 36 167.25 $246,300 12 3 Sequim 11 44.75 $8,000 8 1

Port County County Workshops Total Walk‐in Phone Email Contacts Outreach Outreach Attendees Inquiries Inquiries Inquiries Visits Hours Together…we can deliver Insight, Solutions & Success! 618242 4051219

insight • solutions • success

SBDC Business Advising Activities in Sequim Service Area Unique Service Unique Hours of Clients Days in Advising Business Served Sequim Sessions Advising Client type Hours Initial/New 2.50 Sequim Q4 18 11 9 30 44.75 Follow Up 42.25 Total 44.75

insight • solutions • success insight • solutions • success

SBDC Business Advising Activities in Sequim .Sequim Merchants Association – a subcommittee of the Sequim Advising Area Total Hours Chamber. SBDC provides targeted workshops three times per year Business Accounting/Budget 3.75 . Business Plan 1.50 Sequim Chamber –SBDC provided updates on Washington State Buy/Sell Business 8.25 employment law changes and impacts on local employers Financing/Capital 2.75 .Sequim High School Job Club –SBDC provided mock interviews Managing a Business 4.50 for high school students preparing to enter the workforce Marketing/Sales 20.00 Social Media 2.50 .Habitat for Humanity Boutique –Project discussed during last Start-up Assistance 1.50 report is now open for business. Total 44.75 insight • solutions • success insight • solutions • success

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Walk ups Phone Emails .Habitat for Humanity – Starting a retail training program for high • I need help with • My business is at • I’d like to buy the school students to help improve the retail trained labor pool for marketing my a turning point shop where I work the summer and beyond products • I’m planning to • I was turned down .2019 brings an additional $0.50 per hour increase in minimum • I would like to sell to one of my for a working learn more about employees capital loan wage, to $12.00/hr. and introduces paid family leave for all HUBzone workers, administered by ESD. Employees will have an additional certification • Could you explain • I’m having a family medical problem with my .04% withheld from pay leave? web developer .The SBDC is on KONP on the last Thursday of the month

insight • solutions • success insight • solutions • success

SBA ASBDC • Clients will be given prompt, courteous, objective advising WSU WSBDC • Advisers will avoid any impropriety or its appearance • WSBDC employees face termination for illegal behavior Western RM Eastern RM Western Centers • WSBDC employees do not endorse products or services Eastern Centers • Investing in or loaning to client businesses is forbidden • Annual work plans • Semi‐annual all‐state staff meetings • The WSBDC does not cosign for loans or serve as guarantor • Quarterly individual performance reviews

insight • solutions • success • Monthly network conference calls insight • solutions • success

North Olympic Peninsula Small Business Development Center

• An asset in the community to help businesses succeed • One‐on‐one advice and research to nurture initiative

Together…we can deliver Insight, Solutions & Success!

insight • solutions • success

2 Join us for informational meetingsItem 1 important to your business YOU'RE including programs with Certified Business INVITED! Adviser, Kevin Hoult. Meetings include upcoming local event information, networking, and a 30-second shout out opportunity. "Notify, Comply and Verify - FEB Three things you must know 21st about I-1433 in 2018" JUN "Disaster Preparedness: Imagining the 20th Unimaginable - 7 things to do, just in case." OCT 17th meetings held at Las Palomas SEQUIM Mexican Restaurant 1085 E Washington St. No Host, 5:30-7 PM MERCHANTS GROUP MEETINGS

Our purpose is to provide a cohesive entity for collaboration and networking among business owners and community members - including small business support, networking, tourism, and small business/shop local events. For more information contact [email protected] Item 1

What is our risk? Why? Because Affect = Action

• Who complains? ? • When do customers attack? • What is the impact of negative information • What can we do about it?

What’s a Merchant to Do? Good Promises Make Good Fences

 Prepare by creating  Most customers appropriate expectations attack because they feel a promise  Monitor online conversations about your wasn't kept company  Having a promise and making it clear  Develop a response plan creates  Execute festina lente boundaries on expectations Item 1

What promise do you make? Communicating Your Promise

What is your promise for  Define and describe customer service in your appropriate expectations organization?  Provide tools, resources and If you don’t stand empowerment for something,  What does success you’ll fall for look like? anything

Offer a Safety Valve Monitoring Our Reputation Online

 Provide an outlet for  How can we keep track of unhappy customers customer comments all •Customer comment over the web? cards • Google & Yahoo Alerts • Website comment • Social site monitoring collection • Structured approach • Telephone / text hotline • Suggestion / comment box

Mending Fences Our formula for success Use traditional models of How do we approach customer service, writ negative information digital! online? 1. Thank • Repeat our promise 2. Repeat • Identify where and if we 3. Empathize failed to deliver 4. Explain • Offer a resolution 5. Provide 6. Affirm Item 1

Why bad is good What prospects look for

Prospects, or our future A bad online review customers, like to see how is really an we handle an unhappy invitation! customer • Reduction of risk • Show who we are • Get acquainted • Tell our story • See us under pressure • Invite others to try for themselves

SO SO disappointed!!! I brought in a rug for dry cleaning and they wrecked it! PLEASE PLEASE “Businesses attract and don't take your rugs there!!! keep customers when Thank you for taking the time to share your experiences. What this companies are honest, customer says is, unfortunately, true. We did inadvertently damage fair and responsive this customer’s belonging and all of when things go wrong.” us here at Kevin’s Karpet Kare are very, very sorry…

What if they cross a line? You are Awesome!

 Personal problems Thank you for attending sometimes lead to inappropriate When Customers Attack: escalation Taking control of your customer relationships •Threats Questions? • Harassment [email protected] •Interference (360) 856-4938 Item 1 Set up Google & Yahoo Alerts © Kim Kachadoorian to monitor your reputation online

Why would I want to use this tool? First and foremost you should know what people are saying about your company - so you company name, nickname, and earlier company names should all be keywords in your alerts.

Examples: . “fedex”, “federal express” . “ford”, “ford motor company”, “ford motor”

Second – you may want to keep a tab on your competitors and what “is being said” about them.

Examples: . “ups”, “united parcel service” . “gm”, “general motors”

Third – if you want to know the bad things people might be saying you should also know what I call the “snarky” keywords. Usually you can find these types of keywords by going to some blog sites such as www.wordpress.com or www.blogger.com and type in the correct word and you might find the snaky keyword(s). One of these types keywords I have seen quite often on the blogs is the term “government motors” for “general motors”.

Fourth – I use it to track what “is being said” about my clients. It is a good opportunity to keep up with their news and when something great happens – I send them a note of congratulations (handwritten in a card – yep using snail mail – bigger impact).

Fifth – I use the alerts to track industry trends. Decide which keywords you want for your industry and create an alert for those trends.

Where do I sign up for these alerts? . Google: http://www.google.com/alerts . Yahoo: http://alerts.yahoo.com/

What are alerts? Alerts are little emails sent to you when someone is “talking” on the internet about a specific “keyword” you have set up in the system. Item 1 Set up Google & Yahoo Alerts © Kim Kachadoorian to monitor your reputation online

What is the cost of using these alerts? Someone’s time- otherwise they are free to use.

Is there a negative to setting up alerts? Yes there are a couple: . Your in-box will fill up quicker - might want to set up separate account for alerts. . Sometimes they (the little alert-bots) grab old information – I usually then just scan what it hit on and see if it has any value. . Sometimes the alerts hit on sites that are not relevant and just a site filled with a lot of keywords to get people to click – if it looks like a bad site don’t click on it!

Setting up your alerts in the proper syntax initially will save you a lot of time and energy later on. You may still need to tweak your alerts but it does help to set them up properly from the start.

What is syntax?

According to Dictionary.com - the grammatical rules and structural patterns governing the ordered use of proper words and symbols for issuing commands, writing code, etc., in a particular software application or programming language.

In simpler language – it is the formatting of the rules used for setting up your alerts. Read on to learn a little more. So you have set up your alerts and you find that sometimes you are not getting good alerts you are getting what I call “near alerts”. For example – when I worked for Adair I set up an alert for Adair. Well much to my surprise – Adair is a fairly popular name. Adair County, Adair Family, Adair the city…I think you get the picture. I was weeding through a lot of alerts that meant nothing to me. That was when I learned about syntax. For those of you accustomed to using Boolean syntax this may look familiar – but on steroids! Note: alerts are set up in small case letters not caps.

Syntax #1 – Identifying the alert with closed quotes (keywords and phrases) . Keywords Example: Syntax “kim kachadoorian” or “kimberly kachadoorian” . Result - only items that have the entire name together – I will not get pages that just have the name Kim or just Kachadoorian – the result is a page that has my entire name as identified in between the quotes.

Item 1 Set up Google & Yahoo Alerts © Kim Kachadoorian to monitor your reputation online

. Phrase Example: Syntax “catching fish” . Result – pages, videos and blogs (if I have it set for comprehensive) that discuss catching fish. I would not get a site that talks about marketing and catching fish (my favorite analogy.

Syntax #2 – Using the minus and plus sign (with keywords and phrases) . Keyword Example: Syntax “kim kachadoorian” -ford (note there is not a space between the keywords – and ford) . Results: I would be notified of anything to with my name but not if the article contained any of my work at Ford Motor Company. None of my social media sites that I discuss Ford on would show either – such as this post. . Keyword Example: Syntax “kim kachadoorian” +ford (note there is not a space between the keywords + and ford) . Results: I would be notified of anything to with my name associated with the work I did at Ford Motor Company or any social media tools I have discussed Ford on. (my tweet about the Ford Snyc shows up) . Phrase Example: Syntax “fishing” +marketing analogies (note there is not a space between the phrase – and marketing analogies) . Result: I would get information on sites, videos etc. that talk about fishing and the analogies to marketing.

Syntax #3 – Tracking links to your site, your competitors or to specific landing pages. . Example: Syntax – link:www.geekymarketer.com – my site . Example: Syntax – link:www.printwell.com – a competitor from a previous job I held – by the way if they have alerts set for their domain name this post will show up in their alert! . Example: Syntax – link:www.geekymarketer.com/contact – landing page

Originally posted on http://www.geekymarketer.com by “The Geeky Marketer ™,” who describes herself as “part geeky (love numbers and IT junkie stuff) and part marketer (marketing is part of my DNA).” © Kim Kachadoorian, All Rights Reserved

Brought to you by the Sequim Chamber of Commerce and the SBDC. For more information, or to schedule your FREE counseling session, call 360-865-4938, email [email protected] or visit https://kevinhoult.com

Item 1 Monitor your reputation online

Twitter - http://twitter.com First find out if people are using a hashtag for your company. For example, the hashtag for Ford is “#ford”. So if you put in #ford in the search function of Twitter, you will get all the recent tweets about Ford from Ford and from other users.

Delicious - http://www.delicious.com Delicious is a great simple way to monitor various topics of interest as well as to see what is trending quickly. If you have a service or product that can adapt quickly to a new market segment this might be a way to jump ahead of your competitors

Social Mention - http://www.socialmention.com This is similar to the Google and Yahoo alerts but also tracks other formats. On the drop down of “type” pick all — so you can monitor a variety of areas in one click.

Technorati - http://technorati.com One of the most popular search engines of blogs. Conversation of bloggers can be monitored with its help because millions of blogs are indexed on a real time basis. You can subscribe to the RSS feed of Technorati to monitor negative aspects said in the blogs and their blog comments.

Versionista - http://versionista.com A free tool especially helpful for those people or businesses that are facing problem in their online reputation. Versionista monitors a particular web page of interest and alerts you with email notifications about the added or removed sentences or words.

Knowem - http://knowem.com Identity theft is a real problem in the virtual world. So, monitoring your name in the social media (networking and bookmarking) is extremely important. You can monitor presence of username, corporate name or personal name in more than 400 social media sites with the help of Knowem.

Rhino360° - http://www.reputationrhino.com/rhino360 Free and easy reputation monitoring solution that gives you powerful metrics to track your name or brand online, in real time. Rhino360° will help you take charge of your online reputation by identifying who is talking about you, what is being said and where the conversations are happening, so you can respond immediately.

Twitterfall - http://twitterfall.com This free resource helps you monitor what people are saying about your business on Twitter. It provides results in real time and has some great settings that are perfect for a small local business.

Kurrently - http://www.kurrently.com Kurrently.com is a social media search engine that gets results from Facebook and Twitter. Twitter does have its own search engine, though Facebook doesn’t, so by using Kurrently you can search both social media sites in one place.

Naymz - http://www.naymz.com A social network focused on reputation, personal branding, and identity verification.

Item 1 Monitor your reputation online

Blekko - http://blekko.com This is a search engine that has a unique slash tag feature to filter results to a more accurate level than normal search engines. So, if you want to search for blogs talking about your company, you would type “company keyword/blogs”. If you want just what’s on Twitter or Facebook, you would use “keyword/twitter” or “keyword/facebook”.

Google Blog Search – http://www.google.com/blogsearch This is a Google beta search engine for blogs.

Monitter – http://monitter.com A real-time Twitter monitor for up to three keywords at a time.

TweetBeep – http://tweetbeep.com/ This tool provides hourly Twitter alerts sent via e-mail. You can specify keywords, people and links to track.

Socialoomph – http://www.socialoomphblog.com Offers a number of features for Twitter users, and it also monitors Twitter and e-mails you a digest of the tweets that contain your specified keywords. You can also use this to track your @replies.

Twinitor – http://www.twinitor.com Twitter search and monitoring service

BackTweets – http://backtweets.com This is a service by BackType that provides an engine to search for specific links mentioned on Twitter.

BackType - http://www.backtype.com A social analytics platform that helps companies understand their social impact.

MonitorThis – http://monitorthis.77elements.com/ MonitorThis is a search aggregator for up to 26 search engine feeds.

Yasni – http://www.yasni.com/ This is a search engine dedicated to finding people on the web through publicly available information, including images, videos, social networking profiles and posts.

Trackur - http://www.trackur.com Trackur was created by one of the top names in the field of reputation management, Andy Beal. They offer three different packages depending on your needs and provide tracking on the keywords of your choice.

Purewire Trust - http://www.purewiretrust.org An online portal that helps people verify reputation information about themselves and those with whom they interact online. You can search by e-mail address, URL or web application

Brought to you by the Sequim Chamber of Commerce and the SBDC. For more information, or to schedule your FREE counseling session, call 360-865-4938, email [email protected] or visit https://kevinhoult.com

Item 1 Yelp – Ivey M 1 star

So after my husband being a sweetheart for Christmas he went and bought three $50 gift certificates one for me one for my mom and one for my daughter to go have a special day go to lunch and get all of our nails done at the same time as a girl date. I called the salon to make our appointment and they can't do three people at a time because they only have 2 Nail Techs. Yet they have four stations to do nails fully stocked. Monday I go get my nails done because I figure I would get mine done that way I could make an appointment for my mom and daughter to get theirs done because I would much rather enjoy watching them get their nails done, than for me to be getting them done with one of them and the other sitting it out and waiting. So while getting my nails done which she cut too short and then a bit shorter yet again (Even tho I haf the photo of exactly what I wanted on my phone the ENTIRE TIME I was sitting there.) Shed almost done with me and I find out now that they can't even do two people at one time only one. Why have the four stations?. So I make the appointment for my family members because the money was already spent. So im telling this lady that I specifically cannot do it on Wednesday or Thursday because my daughter has choir practice after school. Then we talked about Friday. Then she said about how is 3 and 5. I said I guess that would work. So I'm under the assumption that she made an appointment for Friday for my mother at 3 and Friday for my daughter at 5. Yet I get a phone call TODAY WEDNESDAY at 3:15 saying that my mother is late for her appointment at 3 and then daughters is still at 5. Are you freaking kidding me? ? I said no I specifically told you Wednesday and Thursday I can not do it. and she said no we don't do Fridays. So I was like you have 4 nail tables you have 2 nail techs but only one does nails? You can't do two just one and you screw up the appointment for the others after I clearly said what days I couldn't. I asked her if my husband could come in and get a refund for 2 of the gift certificates this way we can do PART of what we wanted to do which is go together(ish). I told her my husband would have never bought the gift certificates had he of known that they wouldn't be able to do us all together or even two of us. She said No we don't do that. Well of course not! That's great cuz youve already got you're damn money don't you. You know where you can put that $150 of my husbands hard working dollars?. I'm pissed.

Comment from Kevin H. of Golden Nails Port Angeles Business Owner 1/29/2018 Dear Ivy - Angel and I are so very sorry about the misunderstandings that caused us to fail to meet your expectations. Refunds are, of course, never a problem and I'm so glad I was able to connect with you and make sure you received the refunds you requested and so rightly deserved. Your satisfaction is always unconditionally guaranteed at Golden Nails Port Angeles and we are committed to making things right when we fail to provide an exceptional experience. Thank you for helping us improve!

Juliet K reviewed Golden Nails Port Angeles — 1 star May 22, 2017 ·

I went in for a simple nail overlay. Two days later the acrylic has chipped,as well as uneven. The acrylic for some reason has turned yellow on all my nails and is bubbling.The female doing my nails didn't speak w/ me , but carried on a conversation with another client. I suppose that if you have been going here for awhile you might get better service.

Comments

Golden Nails Port Angeles Juliet, we could not be more disappointed in ourselves for our failure to provide you with an exceptional experience. Every customer is important to us and we are very sorry that we failed you. Angel, our Salon Director, would love to learn more about your visit and to, of course, offer you a full refund. Please feel free to call Angel at 457-NAIL (360.457.6245) at your convenience.

Item 1 Small Business Development Center Training Evaluation

Course Title: Date:

Instructor:

Program/Instructor Evaluation: Please use the following scale to rate our program and instructor:

4 = Outstanding; 3 = Good; 2 = Fair; 1 = Poor 4 3 2 1 1. Effective presentation of information 2. Presentation of practical skills and knowledge to manage my business 3. Worth my time and investment 4. Useful class materials 5. Program organization 6. Overall rating of the instructor

Please circle the responses that best apply to you

Male Female Disabled: Y / N Currently In Business: Y / N

Military Status – Veteran Service Disabled Veteran Reserve/National Guard Non-Veteran

Race/Ethnicity – Asian Black Native American/Alaska Native Hawaiian/Pacific Islands White Hispanic

How did you learn of this training?

SBDC College Schedule Direct Mail Flyer Newspaper Internet/Web Site Community Organization

Word of Mouth Other______

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What training topics would be of interest to you? ______

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Name (optional) ______Company (optional) ______

The Washington Small Business Development Center and our Host Training Partners thank you for submitting your response.

For more information log onto wsbdc.org