When Customers AttackPlease join us for an important presentation for Anacortes businesses

entitled “When Customers Attack,” presented by EDASC certified busi-ness adviser, Kevin Hoult, MBA.

With the advent of web based customer complaint sites like Yelp, the blogosphere, Twitter and the easy access to a world-wide audience the internet provides, many business owners are finding themselves on the wrong side of an internet-based customer attack.

We will cover this topic by looking at four issues:1. Why customers attack—what motivates a customer attack and why in unfolds the way it does.2. The most important thing every business must do to minimize customer attacks and to be

prepared to respond to attacks that do occur.3. We’ll review how you can monitor your online reputation so you will get the earliest

possible warning of any attack that has been launched against you.4. Finally, we will discuss how to turn an attack into an opportunity and why customer at-

tacks aren’t entirely bad.This luncheon is sponsored by the Swinomish Casino & Lodge, which offers all your

favorite casino games, spectacularly appointed guest rooms, and the Walton Event Center, a 9,000 square foot multipurpose event space with the ability to accommodate 20–600 people. Swinomish Casino & Lodge has something for everyone! Lunch will be served by Gere-A-Deli and is $15. Bring a gift for the give-away and your marketing materials for Bingo networking after the speaker. The luncheon will be held on Thursday, September 13, 11:30am–1:00pm at Anacortes Lutheran Church, 22nd & O Ave. RSVP to the chamber at (360) 293-7911 or online at www.anacortes.org.

calendar

business after hours

cornerstone members

Birch EquipmentBirch Equipment is woman-owned and has one of the largest and

most diverse rental fleets in Washington State. Their primary rental & sales market extends throughout Washington, Alaska, Oregon, Montana and the Russian Far East via stores in Bellingham, Anacortes, Mount Vernon, and Sitka, Alaska.

As a dealer and manufacturer approved repair center for many construction and industrial lines, they are an excellent source for new and used equipment and tools. They also provide customized bar coded tool vans and staffed equipment yards at temporary and long-term facilities on construction, manufacturing and remote customer sites.

Birch Equipment is involved in their community, giving $100,000 in cash, equipment rentals, prize donations and trade annually. Come join the hard-working team at Birch on Thursday, September 20, 5:30 pm–7:00 pm, 8876 South March Point Rd. Bring a gift for the give-away! RSVP to the chamber at (360) 293-7911 or online at www.anacortes.org.

The Newsletter of the Anacortes Chamber of Commerce Volume 22 / Issue 9

819 Commercial AvenueAnacortes, WA 98221

360.293.7911info@anacortes.orgwww.anacortes.org

SEptEmBEr 2012

TESORO Puget Sound Refinery

chamber luncheon

Wednesday, September 5 3:30 pmmarketing & promotions Division meetingChamber Office

thursday, September 6 11:45 amAmbassador Lunch meetingChamber Office

thursday, September 6 3:00 pmEconomic Development Division meetingChamber Office

tuesday, September 11 4:00 pmmembership Division meetingChamber Office

thursday, September 13 11:30 am – 1:00 pmChamber LuncheonAnacortes Lutheran Church

thursday, September 13 3:45 pmGovernmental Affairs Division meetingChamber Office

Friday, September 14 10:30 amFinance/Executive meetingChamber Office

tuesday, September 18 3:00 pmBoard of Directors meetingtBD

thursday, September 20 5:30 – 7:00 pmBusiness After HoursBirch Equipment

tuesday, September 25 9:00 amVisitor Information Center Volunteer meetingChamber Office

Kevin Hoult

2

Now, all this said, it’s not that we should never celebrate our successes. On the contrary, we should always take the time to stop and applaud ourselves. I’m a firm believer that you can find at least one success to celebrate each day in any branch. So, yes, let’s celebrate our successes, but let’s also push ourselves to do it a little bit better tomorrow.

This is the essence of “encouraging the heart.” Celebrating small wins empowers peo-ple to raise their own expectations. It is the key to the “buy in” we all want from our employees, and even from ourselves. Try it today!

At Work: A little bit more. What do you mean by that? Wayne: Those are my four favorite words. What I mean by that is that in every aspect of your life, whether it is your business life or your personal life, I think that is just a great approach to take—a little bit more. What did we accomplish today? We accom-plished X. What do we hope to accomplish tomorrow? A little bit more than that. You know, how is my relationship with my fam-ily? It is great. What would you like it to be? I would like it to be a little bit more: a little bit more time, a little bit more focus. And I think as leaders that applies as well. It’s not just about financial results. Perhaps we need to show a little more gratitude to our employees, a little more appreciation for the hard work and effort that goes into what we are trying to accomplish here.

As you may know, I spent this past year delving into the five leadership practices through

Leadership Skagit. Over the next few months, I want to share some of these insights with you, the business leaders of our community.

Great leaders model the way, inspire a shared vision, challenge the process, enable others to act, and last but certainly not least, they encourage the heart. Celebrating the successes of our team members can be as simple as a “thank you” or putting together an employee of the month program. Try each day to encourage others and you will be surprised by how it can change more than just your business.

Wayne Larkin is the President of Labor Ready. His local branch manager recently shared an article with me that explains his mantra. See if the following might be useful to you in your operations.

a message from the executive director

Bloom ContestIn our first annual Anacortes in Bloom

contest members of the Beautification Com-mittee, architect and councilwoman, Cynthia Richardson, and staff members viewed the 16 business entries. The goal of this first year is truly to get people thinking of about next year—how to go out of the box with blooms for 2013.

There were so many beautiful gardens, pictured are just a few that were chosen: Chandler’s Square was the overall winner, Simply Yards and Dr. rasmussen were both chosen as the best large and small businesses while Gere-A-Deli had the most amazing containers.

Other gardens that stood out: the Heart of Anacortes, Anthony’s, Cap Sante Boat Haven, Island Hospital and City of Anacortes.Chandler’s Square

Simply Yards

Dr. Rasmussen

Gere-A-Deli

3

United Way’s mission is to create a better life for all people in Skagit County. We do

this by supporting the work of agencies that meet immediate needs while working together with community members to create lasting change by solving the causes of problems – not just symptoms.

Our efforts are focused on health,financial stability and education because these are the three building blocks to a better life. We are actively working with others to explore ways to ensure:• Healthycommunitieswhereeveryoneis

connected and everyone can get the help they need – young, old, disabled.

• Stablefamilieshavethebasicsoffood,shelter, good-paying jobs and the opportu-nity to live independently.

member profile

• Allkidsaresuccessful,readyforschoolandhave the opportunity to reach their highest potential.

United Way Impacts Local Business.The local business environment provides jobs, services and tax dollars that affect the economic well- being of our communities. As Anacortes and our county continue to grow, so do the needs of our residents. United Way offers an easy way for businesses to invest in your community.

United Way Impacts Your Employees. Your business works best when employees are happy, healthy and productive. When per-sonal problems occur, employees must often look outside the company for help; that help is likely available through our 2-1-1 information and referral network.

We encourage our communities to LIVE UNITED. In Anacortes and across Skagit County LIVE UNITED means many things including opening your heart, lending your muscle and finding your voice.

During our Fall Campaign—Labor Day through Thanksgiving—our campaign theme is LIVE UNItED—10% more. We’re encour-aging businesses to invite us to share our story with employees, give through an easy credit card or pay period deduction or put a workplace team together to volunteer in over 50 Days of Caring events during the month of September.

We invite all businesses to join us in creating a better ANACORTES and a better Skagit County.

Visit us at www.unitedwayskagit.org.

2012 AmbassadorsJosh Baldwin—Quantum ConstructionAngie Baker—Opulence Salon & Day SpaCarla Cummins—All About Honeymoons

& VacationsLara Dunning—Gems, LLCJim Gordon—Freedom Wireless Media, Inc.Jack Hamilton—Labor Ready, Inc.Barry Harter—Central Payment

CorporationLisa Helm-morrow—KeyBankJan Hersey—Biz Point CommunicationsDebra Jones—Individual MemberKari Kennedy—KeyBanktara milas—Massage TherapyLeileah petty—Farmers InsuranceJeffery pleet, CLU, ChFC—Edward

Jones—Jeffery Pleettherese rudzis—Individual Membermary Staley—Marketing with MarySandy Swartos—DuoDesign, LLCBoyd Veer—Seaside Autobody &

AccessoriesJohn Williams—Skagit Publishing

United Way of Skagit County

www.edwardjones.com Member CIPF

DOES YOUR FINANCIAL ADVISOR KNOWYOUR FINANCIAL GOALS? IF NOT LET'S TALK.

Jeffery C PleetFinancial Advisor.

630 Southeast MidwayBoulevardOak Harbor, WA 98277360-679-2558

Member SIPC

www.edwardjones.com Member CIPF

DOES YOUR FINANCIAL ADVISOR KNOWYOUR FINANCIAL GOALS? IF NOT LET'S TALK.

Jeffery C PleetFinancial Advisor.

630 Southeast MidwayBoulevardOak Harbor, WA 98277360-679-2558

Member SIPC

www.edwardjones.com Member CIPF

DOES YOUR FINANCIAL ADVISOR KNOWYOUR FINANCIAL GOALS? IF NOT LET'S TALK.

Jeffery C PleetFinancial Advisor.

630 Southeast MidwayBoulevardOak Harbor, WA 98277360-679-2558

Member SIPC

Taste the magic that happens when local restaurants team with local farmers

Saturday, September 15 • 2 pm to 6 pmat the Depot

611 R Ave. • Anacortes

14 Restaurants • Beer and Wine GardenLive Music • Family Style Seating

Food and Beverage tickets: $1.00 each • All bites between 2–5 ticketsBenefitting the Anacortes Farmers Market and Restaurant Trade Association

Saturday, September 15 • 2 pm to 6 pmat the Depot

4

On June 28th the Supreme Court up-held most of the health care reform

law (PPACA) and individual mandate. This means beginning in 2014 everyone must have health insurance or pay a “penalty” tax. For families who do not purchase insurance the tax is up to 2.5% of income or $2085 or whatever is greater.

Employers with less than 50 full time employees will not have to provide health insurance. Employers with 50 or more full time employees must provide health insur-ance or pay $2000 penalty per employee. If the coverage they offer does not follow the affordability or comprehensive guidelines employers could pay a $3000 penalty per

employee who gets coverage in the exchange. In 2012 and 2013 all employers who offer

health insurance must: 2012September 23rd—Summary of Benefits and Coverages (SBC) is required to be handed out to employees 30 days prior to plan renewal. This must be less than 4 pages double sided. It will describe plan details in simple terms. 2013

Jan—Employers must report the cost of benefits on the W-2. This will be in box 12. Please refer to IRS notice 2011-28 and 2012-9 for further guidance.

Jan—FSA contribution cap of $2500 a year imposed.

ppACA and Upcoming Compliance for EmployersBy Tammy Masalonis with McGregor Benefits

Jan—For those making in excess of $200,000 a year will have an increase Medicare Tax of 0.9%. This increase is to help subsidies premiums for the uninsured. Employers portion of the tax will not increase but remain at 1.45%

March—No later than March 1st employ-ers are required to handout notices of the exchange to employees. This should included availability of the exchange, the potential of tax credits and the possible loss of employer contribution if an employee chooses the exchange.

Please check with your benefits profes-sional as the above requirements implementa-tion dates can change.

Not a commitment to lend. Borrower must meet qualification criteria.

Carrie WorraLoan Officer | NMLS 334137Cell: 360.320.7679cworra@houseloan.comwww.CarrieWorra.com

The Lender You Can TrusT!Contact me for all of your home-financing needs.

3119 Commercial Avenue • Anacortes, WA 98221CL-820997 (NMLS 820997)

A t t h e F r A m e m A k e r

420 Commercial Ave. • Anacortes • 360-293-6938 • www.scottmilo.com

Regional Fine Art and Custom Picture Framing

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OVER 30 VENDORS WITH FABULOUS STUFF!$5 PER PERSON, $3 WITH A FOOD ITEM,DONATED TO THE ANACORTES 100 FOOD BANK

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island chicks | info@theislandchicks.com | 360.420.8787

™

5

Can we compete with mainland prices?

Many of our retailers are concerned about low-priced competitors, both

on the mainland and online. Fortunately for Anacortes, economists remind us that price is more than money.

Economists define price as “the bundle of utilities a consumer is willing to give up in order to obtain a product or service”—the word “money” is not even mentioned.

Instead, “bundle of utilities” identi-fies all aspects of price a consumer pays—time and convenience, risk of disappointment, personal connections, the retail experience, respect, status, and satisfaction after the sale.

These “not money” (or non-mon-etary) factors are frequently stronger forces than the dollar cost of a purchase. Starbucks, 7-11 convenience stores and Nordstrom are examples of sellers who use non-monetary price factors to attract consumers. These customers are at-tracted by a promise that assures a good experience, not “low prices.”

A customer promise that invites cus-tomers using your non-monetary price advantage factors will help capture more business. Using non-monetary advan-tages to win customers? Call Kevin, at (360) 336-6114, for a free and confi-dential review. Interested in starting a new business or gaining market share by exporting? Call James at (360) 336-6114 to get started!

Encouraging Words

Encouraging Words is a service of EDASC, enhancing our quality of life through the creation and

preservation of healthy businesses and good jobs. Learn more at www.skagit.org.

Thank you to the follow-ing businesses for their

sponsorship of the upcom-ing Oktoberfest. It is not too late to get your business involved—please call the chamber and we will help you find the promotional level that will be most ben-eficial for your business.

BARREL:• BirchEquipment

KEG:• KWLE1340amTheWhale• ShellPugetSound

Refinery• TesoroRefiningand

Marketing Company

GROWLER:• AnacortesAmerican• AnacortesInn• BrownLanternAleHouse• LaborReady• RockfishGrill/H20• WalgreensDrugStore

STEIN:• AnchorCatering• HamptonInn&Suites• IslandRentalandSupply• MarineSupply&Hardware• NantucketInn• ReisnerDistributor,Inc.• SimplyYardsLandscape

and Design• SkagitSoftwareSolutions,

LLC• WhidbeyIslandBank

word wavesAnacortesword waves is a collaborative public arts

literature project funded through Art Dash. Partners include Anacortes Arts Festival, Ana-cortes Parks & Recreation, Arts Commission, Public Library, Port of Anacortes, Chamber of Commerce, Anacortes School District …and local POETS, merchants, restaurants, hotels, publications & organizations.

word waves begins as a community liter-ary event kicking off in October with a Poets

You are invited to celebrate Walgreen’s 10th Anniversary in Anacortes with a week-long

event offering the Anacortes community many “specials” including free pharmacy delivery to lo-cal senior care facilities, daily in-store discounts and sales, and culminating the celebration with a fund-raiser on Friday, September 14 for the Boys & Girls Club. They will be selling hot dogs, sodas and chips in the parking lot from 11am–3 pm along with one dollar raffle tickets for beautifully appointed gift baskets. All proceeds will benefit the Boys and Girls Club directly.

For ten years Walgreen’s has been a strong Anacortes community business partner by con-

2012 Sponsors

tinuously committing their support to many local service groups and charities, including Island Hospital Foundation, Boys & Girls Club, Young-Life, Anacortes School District, Salvation Army, Girl Scouts, Anacortes Splash and Dash, Sister Cities Organization, March For Meals, and the Anacortes Chamber of Commerce. Walgreen’s has also brought Anacortes its first electric vehicle charging station. They offer over twenty vaccinations, and will soon bring health testing.

Come and help Walgreen’s store manager, Nicholas Chahley, and his staff celebrate their commitment to Anacortes and its people. Sep-tember 8th–September 14th.

& Artist Collaboration and word contest. It culminates in November during an Evening of Poetry at the Library with a public reading by Washington Poet Laureate Kathleen Flen-niken and her work with students in Ana-cortes schools. Additional events include COA Parks & Port Cap Sante Marina public Poetry & Art unveilings and Regional Poets readings. More info in October newsletter.

10 Years and Counting

6

Barry arrived in Anacortes in 1982, working for Boomers Landing Restaurant at 209 T

Avenue, serving many wonderful and grateful customers. An 11-year run under Chef Hank Thompson helped contribute to his passion to purchase Axelson’s Café in 1993.

A dream to own and operate a restaurant was now a reality, and having the total sup-port of his family allowed him to promote the best customer service in the valley. Focusing on the customer and being able to effectively listen was the home run and game changer for Axelson’s Café, reborn as Café Burlington in 2000.

The cafe served certified organic food as often as possible, adding local beer, wine, organic coffee, and outside dining. Success came with the focus on creative expressions, relationship building, and networking. Café Burlington was sold and a new chapter of customer service began.

2006 began his current career with Cen-tral Payment Corporation as the passionate premium provider of all non-cash payments, helping equip businesses with the best and latest technology in transactions processing and merchant services. He focuses on com-petitive pricing, customer service, innovative

The Anacortes Boys & Girls Club will hold an open house and a ribbon cutting cer-

emony to celebrate their new location at City Hall (904 6th Street) on Tuesday, September 11, 2012 from 6–8 pm.

Please join us in honoring all the com-munity partners who made this move possible, and help us celebrate our continued service to Anacortes youth and teens. The event will include recognition for local law enforcement,

new members

HIGHLINE pAVEmENt mAINtENANCE3880 Old Highway 99Mount Vernon, WA 98273(360) 424-0478www.highlineservices.comShawn Hullinfo@highlineservices.comPavement Maintenance

JOHN C. OLSENAnacortes, Washington(360) 299-9996jcolsen62@hotmail.comIndividual Member

• AnacortesDentalCare—DavidL.Olausen

• AnacortesFarmersMarket• AnacortesHearingCenter• Anderson’sGeneralStore• Anthony’sRestaurant• BandanasSkinArt&FineArt• CostcoWholesale• Fastenal• FidalgoAnimalMedicalCenter• IslandInternalMedicine• OrcasIslandEclipseCharters

& Whale Watching• RockfishGrill/AnacortesBrewery/H2O• SamishIndianNation• ShipHouseInn• TridentSeafoodsCorporation

ambassador profile

Barry Harter

Boys & Girls Club Open House & ribbon Cutting

member renewals

technology, and industry gold-medal standards. He has spent the last six years setting up local and regional area businesses with money saving oppor-tunities on their credit card processing, POS systems, e-commerce solutions and mobile media devices. Barry is able to intro-duce new loyalty and reward system called SPOTON which helps business people stay in touch with customers long after they’ve left the store. Working for Central Payment has been a rewarding career for Barry, due to their vision and innovative family atmosphere.

Barry has been happily married to the love of his life, Brenda Kay Harter, for twenty-two years. They enjoy gardening, golfing, reading, and traveling to many scenic tent sites.

Barry says that being a local restau-rateur, Rotarian, BNI member, chamber member and Skagitonian business person is a blessing. His ability to network throughout the Skagit Valley provides many favorable cir-cumstances to meet other business inspired people. Feel free to contact Barry at (360) 333-0636 or email barryharter@comcast.net.

firefighters, and military personnel as part of the September 11th National Day of Service and Remembrance. The Club will be launching its Year of Service with their Keystone & Torch Club programs, engaging all Club members in year-round volunteer service activities, completing a minimum of 100 hours. Pizza will be provided by Little Caesar’s Pizza. Everyone is welcome!

The Boys & Girls Club is closed August

20-September 7 and will open its doors for Club members on Monday, September 10th. Registration for memberships will take place on September 10 & 12 from 5-6:30pm and during our Open House on September 11th. Club hours will be 2-6pm Monday-Friday.

“Skagit Raises GREAT Kids!”

7

Your Anacortes American print subscription now includes premium access to local news and online-only content from your computer, tablet or mobile device.

Visit goanacortes.com!

Saturday, September 29, 2012 - 5:30 p.m. St. Joseph Center, Mount Vernon, WA

Skagitonians to Preserve Farmland presentsAn Evening of Diamonds and Denim

Support SPF’s critical work to protect Skagit agriculture and celebrate the fall bounty.

Wear your bling and blue jeans!$70 /person or $580 for tables of 8.

Reserve early at www.brownpapertickets.com For more information call (360) 336-3974

NoNprofit orgU.S. poStage

paidMt VerNoN, WaperMit No. 134Skagitonians to Preserve Farmland

PO Box 2405Mount Vernon, WA 98273

RETURN SERVICE REQUESTEDSaturday, September 29, 2012

Thank you to 2012 Harvest Dinner & Auction SponsorsWashington State Potato Commission ~ Darigold ~ Skagit Farmers Supply

Fisher & Sons Inc., a division of Fisher Companies ~ Peoples Bank Aztec Self-Storage ~ Calico Cupboard ~ Charlie’s Produce

PACCAR Technical Center ~ Pat Rimmer’s Les Schwab Tire Centers Burlington and Northwest Farm Credit Services

Harvest_SaveDate_4.indd 2 6/19/2012 1:23:23 PM

CAP SANTE BOAT HAVEN 1019 Q Avenue Anacortes, WA

September 28 - 30, 201210:00 AM- 5:00 PM

www.anacortesboatshow.com

888-811-2252

At least 75 floating boats ranging up to 65 feet Best yachts from the best brokers, new & pre-owned Look for the Big White Tent filled with electronics,

rigging, marine services - everything you need!

Sixteenth Annual Fall Boat Show

Come see us for all your vehicle or vessel needs!registration renewals, title transfers,

disabled parking placards, monthly tonnage, trip permits, dealer work

819COMMERCIALAvESTE.B•ANACORTES,WA98221•(360) 293-5533

October 5 - 6 Fri 5-9PM • Sat 12-6PM

October 5 - 6 Fri 5-9PM • Sat 12-6PM

Get Your Tickets NowGet Your Tickets NowGet Your Tickets Now

360-293-7911www.anacortes.org360-293-7911

www.anacortes.org

Executive Boardp r E S I D E N tKristi Gabrielse Ana-Cross Stitch

p r E S I D E N t E L E C tKathy Larson Puget Sound Energy

t r E A S U r E rmark Lawrence Simply Yards

p A S t p r E S I D E N tmark Bunzel Fine Edge Nautical & Recreational PublishingB O A r D m E m B E r A t L A r G Ematt miller Read Me A Story

Board of Directorsrobert Atterberry Bob’s Chowder Bar & BBQ SalmonKarin Baldwin Quantum ConstructionJody Barnett Shell Puget Sound RefineryBela Berghuys Islands InnChris Borgen Anacortes School DistrictDuane Clark Cap Sante Court Retirement Communitypeggy Flynn pflynn+associatesBrian Geer KeyBankBob Hyde Port of AnacortesDean maxwell City of AnacortesVince Oliver Island HospitalCurt Oppel John L. Scott Real EstateJohn pope Tesoro Refining & Marketing Co.mary E. Staley Marketing With MaryChris terrell How It Works

Chamber StaffStephanie Hamilton Executive Directormary talosi Visitor Information & Operations DirectorCecilie miller Event & Communications CoordinatorLeah Hines Marketing & Promotions CoordinatorKristi Daniels & Crystal Johnson Licensing Sub-Agents

Photography by Steve BerentsonNewsletter designed by Linda J. McGuire

vic (visitor information center) statisticschamber officers

819 Commercial Ave., Suite FAnacortes, WA 98221

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PRINTED ATCENTERcopyBayshore

Inside BAYSHOrE OFFICE prODUCtS603CommercialAve.•Anacortes,WA

360-293-4669•printshop@bayshoreoffice.com

CHANGE SERVICE REQUESTED

Thank you, volunteers! Volunteer Hours: 405 Visit us on the web at www.anacortes.org

July 2012 July 2011Visitors 2714 2599phone Calls 376 437Information requests 279 48

July 2012 July 2011relocation requests 13 19Web Visits 15,871 15,677Web page Views 50,270 49,028