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Love Lines is a blog for business and technology discussion.
  Many of the entries are columns written by Bruce or Kären Love. 
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Misc. Business Archives

January 24, 2004

Want to Know What’s What? Know SWOT!

By Bruce A. Love

To develop successful business plans and marketing strategies, organizations must first understand the forces impacting them. A SWOT analysis (an acronym for Strengths, Weaknesses, Opportunities, and Threats) is the perfect tool for doing just that. With SWOT, a business conducts an assessment of the organization’s internal strengths and weaknesses, and scans their external environment to see what threats and opportunities may influence their operations. This article focuses on the external forces, and demonstrates how, by understanding these forces, we can make knowledgeable decisions regarding strategic direction.

External forces can be attributed to five sources: competition, economics, technology, political/legal factors, and forces in the sociocultural environment. International forces, if they are present in your situation, can add another dimension to each of these five elements.

Consider, for example, the impact on our lemonade stand if another kid in the neighborhood opens a stand. According to the economic principle of supply and demand, this increase in competition may cause us to lower our prices to stay competitive. Alternatively, we could move our operation, find some way to make our lemonade distinctly different, or promote heavily using cheerleaders from our local school – just like the big companies do! Notice that these strategies address one change in each of the four elements of the marketing mix. The marketing mix (product, price, place, and promotion) includes the only weapons we have to counter forces in our external environment.

External forces can affect businesses in both positive and negative ways. Consider the effect of the Atkins Diet on your lemonade sales. Recent interest in this diet is an example of a sociocultural force. Sociocultural forces relate to demographic, social and cultural shifts in society. In the case of the Atkins movement, devotees of this group avoid foods containing carbohydrates. Sales of our sugar-loaded beverage could be affected. If we move quickly to offer a sugar-free version of our drink, however, we could beat the competition to this lucrative market!

Political/legal forces include local, state and federal laws that regulate when, where, and how we are allowed to conduct business. In our lemonade stand scenario, the regulatory agency is Mom. In the grown-up world, governments regulate what countries you may buy from, the seating capacities of restaurants, and even the size of signs businesses display. For the most part, businesses can do little to influence external forces. Sometimes, however, businesses and trade associations can lobby governments to change unfair laws. Some laws and programs that governments create can benefit your business. Patents and copyrights, for example, protect inventors of new products. Businesses may also benefit from recent loan guaranty programs.

The economy influences big and small businesses alike. Most businesses react adversely to poor economic conditions. If you have a car dealership, you may find it hard to sell luxury cars during a recession. If you offer used cars, or adjust some other component in the marketing mix, you will be better positioned to deal with a fluctuating economy.

Technology advancements can have a profound impact on whole industries. Many companies use e-commerce to reach new markets. While e-commerce opens new markets for progressive companies, it increases competition for companies not involved in e-commerce. Companies using e-mail and video conferencing can substantially reduce phone bills, shipping costs, and travel expenses. On the flip side, these advancements potentially threaten the profits of hotels, airlines, and phone companies.

The SWOT analysis can help you understand forces impacting your company and industry. Once you address your company’s internal strength and weaknesses, and anticipate the way in which external forces influence your company, you will be better equipped to formulate strategies to deal with your market environment.

Posted on January 24, 2004 5:25 PM | Permalink | Comments (37)

March 13, 2004

Help your Customers buy from you!

by Bruce A. Love

One of the primary goals of business is to sell. Understanding the customer and influencing their buying decisions is key to accomplishing this objective. While consumer buying behavior is a very complex process influenced by individual, psychological, social, and cultural factors, having a basic understanding of the consumer decision making process can have positive results for your bottom line.

Consumer decision-making can be viewed as a 5-step process. As a business owner, you will want to affect this process at every step along the way to encourage sales. The process begins with the recognition of an unfulfilled “need.” While marketers cannot create consumer needs, they can help customers recognize that certain needs exist. For example, an advertisement (newspaper, radio, TV, or other) can trigger a “sudden awareness” that that bothersome bathroom drip, if left unattended, will cost thousands in water damage if not taken care of properly. An advertisement issued by a plumbing contractor can create a sense of urgency to have the problem (need) dealt with quickly and professionally.

Once a need is recognized, consumers begin to search for alternatives that will address their needs. While consumers may draw from prior experiences for alternatives, additional information may be sought. In the case of the drip, homeowners may seek advice from knowledgeable neighbors, visit local home improvement stores, or start searching the yellow pages. Many businesses place ads in phone books for the purpose of being placed on the short list of considered alternatives. In theory, the bigger the ad, the more successful and competent the business will appear to shoppers, and the more likely they are to be chosen.

Consumers next evaluate each option against specific needs and constraints. These criteria may include price limitations, style preferences, desired features, etc. Companies can make this information available in printed literature, or place such information on company web pages. Knowledgeable sales people can also facilitate information dissemination. Service-oriented businesses sometimes offer free consultations. They recognize that consumers want to evaluate alternatives and know that to be considered, they must be easily and affordably accessible for evaluation. By making information clear, convenient, and affordable, it is possible to move the customer quickly to step 4.

Step 4 is the actual purchase decision. At this point, the consumer is ready to buy, but sometimes needs encouragement to do so. The key to positively affecting the consumer at this stage is to make the purchase an easy and pleasant experience. For some retail businesses, music, scents, and store layout can play important roles in making shopping an enjoyable experience. Short checkout lines and knowledgeable, competent, courteous, unobtrusive sales personnel can also make a more pleasant environment.

When the sale is complete, the role of the business owner is not done. Friendly return policies and warranties can help cement the sale in step four, but it is during the final post purchase step that these policies can provide assurances to the consumer that they made the right choice by buying from you. This is important for future sales and encouraging positive word-of-mouth testimonials from your customers. Post purchase follow-ups are especially important for high-priced products and services. After such purchases, consumers often go through a period of uncertainty as to whether they made a wise decision. Some sales people will follow-up on a large sale with a call, a card, or even a small gift.

By understanding the basics of consumer buying behavior, you will be able to apply various marketing tools for very strategic purposes at every step during the consumer’s decision-making process. This will help consumers arrive at the “right” decision – buying from you!

Posted on March 13, 2004 5:51 PM | Permalink | Comments (2)

March 20, 2004

Services your business can bank on

by Bruce A. Love

When we think of banking services, personal savings and checking accounts come to mind. We may also think of Certificates of Deposit (CDs) and various loan options, including mortgages, home equity loans, and revolving lines of credit. Similar services are available for small businesses – along with a host of other specialized services.

Because businesses come in a variety of forms and sizes, they have varying needs. Some banks understand this and offer an array of services developed especially for small businesses. M & T Bank, for instance, has 8 different checking plans designed to meet the diverse needs of its small business clientele. Some plans focus on the needs of non-profits, while others address the special needs of new businesses. Progressive banks understand that by offering plans that grow with the businesses they serve, they are able to retain customers for the long haul.

In a recent article, we mentioned the importance of making the purchase process easy and enjoyable. One way in which businesses accomplish this objective is to offer a variety of payment options. Merchant Card services address these needs by facilitating the transaction process between your account and your customer’s credit card company. Banks charge a monthly fee for this service, plus a small percentage of the sale. Percentages charged vary from bank to bank and depend on your volume of sales. While the cost of accepting credit cards reduces the per sale profits, offering this payment option can make the difference between you making a sale and your competition making the sale. When selling online, businesses must have an Internet Merchant Account. Not all banks offer this special form of merchant service. Ask your web developer for recommendations regarding this and other online transaction services.

Businesses occasionally require additional capital. This is especially true for growing companies. Some uses of borrowed funds include equipment purchases, leasing, and temporary expenses associated with specific industries. Banks are one source of what is collectively referred to as debt financing. This simply means that the money you borrow must be paid back with interest over time. Many banks work with the Small Business Administration (SBA) to provide the loans businesses need. While the SBA does not typically provide funds directly to businesses, they work with area banks to guarantee the loans. This assurance gives bankers more incentive to make loans they might not otherwise make (due to assessed risk of the proposed loan). Even with SBA guarantees, the loan application process can be an arduous task without any “guarantee” that you will get the funds sought.

In today’s global economy, many retailers are discovering the potential of international trade to either reduce material costs or sell to foreign markets. Some banks offer commercial “Letters of Credit,” which are used to facilitate the international buying and selling of goods. This lowers the transactional risk for both parties.

Banks offer many other services that make running a business easier and more efficient. One such service is the night deposit box. According to Pat Dumm, VP and Team Leader of Business Banking at M & T Bank (which boasts the largest number of night deposit boxes in the region), the convenience of a nearby box is an important consideration for retailers who want to safeguard daily proceeds.

Some banks offer short-term investment solutions that put excess money to work for you on those rare occasions when account balances exceed demand for the funds (usually a short term situation). Fortunately, most banks also offer overdraft protection to guard against the reverse situation. With a little investigative research, you should be able to find a bank that will meet all of your business needs.

Posted on March 20, 2004 3:55 PM | Permalink | Comments (1)

March 27, 2004

Franchising Opportunities Exposed!

by Bruce A. Love

Spring is in the air. The snow has melted, tulips are sprouting, and the sewer is backing up. My annual spring ritual has begun, and my new best friend prepares to clear our pipes for action!

The first time this event occurred, a familiar tune sprang to mind and sounded to me like Grammy material: “and away goes trouble down the drain.” Other professionals can probably handle my rite of spring, but initial fears of choosing the wrong one led me to pick the one most familiar (my familiarity with the company was limited to knowing their silly jingle). This illustrates the value of being part of a recognized franchise with an established reputation.

Franchises are businesses that contract to sell or distribute the goods or services of a company in a particular manner and in a specified area. Some popular franchises include: Subway, Merry Maids, and Roto-Rooter. Franchising has a lot of advantages. In addition to the obvious benefit of name recognition, franchisees (those who buy into a franchise) may receive assistance from the franchisor (the one offering the franchise) in a variety of areas including marketing, loan procurement, management, training, etc. Reputable franchises enable business owners to efficiently offer proven products, methods, or services, to proven markets, and can therefore offer higher expectations for success.

Franchises also have disadvantages. Franchisees have less independence than owners of businesses started from scratch. In many franchise agreements, merchandise, equipment, store layouts, and methods of customer service are strictly regulated. Frequently, franchisees also must buy their supplies from the franchisor.

Several years ago, my friend Jim Pellani opened a franchise. While his background suggested he had “the right stuff,” Jim did not experience success as a franchisee. He is first to acknowledge the mistakes he made and offers the following advice to others considering the franchise option:

> “Visit a franchise expo” Most large cities feature at least one franchise trade show each year. Visit one and meet with representatives of franchises that interest you.
> “Scrutinize the Uniform Franchise Offering Circular (UFOC) for any franchise you are considering.” This relatively new standardized report will enable you to compare franchises and determine which is the best match for your situation. The UFOC lists required franchise fees, total estimated investment, franchisee rights and restrictions, and territories. This document also details franchisor financial statements and litigations.
> “Do your homework! Understand the industry, its markets, and its competition.” Also choose a good location. This advice is true for any business venture. Although your franchisor may provide a generalized business plan, develop your own to examine factors specific to your situation.
> “If it sounds too good to be true, it probably is.” Part of a franchisor’s business is selling you a franchise. While established franchises understand long-term success depends on the success of qualified franchisees, unscrupulous franchisors in financial distress may be willing to sacrifice long-term reputation to accept franchisee fees from less-than-ideal franchisee prospects.
> “Visit existing franchises.” By meeting with others who already work with the franchisor, you will be able to learn the good, the bad, and the ugly about the franchise.
> Recognize that new franchises have greater risks and do not offer many of the benefits associated with established ones.

As with any business venture, the stakes can be quite high. Initial franchise investments can vary from a few thousand dollars to over $1 million. In addition to the initial investment, franchisees usually pay a monthly royalty fee based upon a percentage of gross sales. If you think franchising is right for you, do your homework, and avoid throwing money down the drain!

Posted on March 27, 2004 6:54 PM | Permalink | Comments (1)

April 3, 2004

A mysterious invisible hand moves a Nation!

By Bruce A. Love

I have become increasingly aware of excessively high prices on many items in our local grocery store. Moreover, produce quality has wilted and expiration dates on some products have approached the current date. From comments overheard in store aisles, I am not alone in making these observations.

The economic system in the United States is built upon the principle of free enterprise (a.k.a. capitalism). Capitalism is based on the belief that competition among businesses is good for society. In his book “The Wealth of Nations” published in 1776, Adam Smith asserts that economic systems are best regulated by the “invisible hand of competition.” In other words, competition ensures that consumers receive the best products at the lowest prices because the less efficient businesses would be driven from the marketplace.

According to Smith, our local grocery store faces its demise unless it is able to offer higher quality merchandise at lower costs. This is the harsh reality of the free enterprise system. Evidence that the “invisible hand” is alive and well is apparent when we hear shoppers saying, “I can get this at Wal-Mart for about half the price charged here.”

It is good to support local stores. Local stores hire local employees – our neighbors. But, a fair price for quality goods is a reasonable expectation to have of any businesses. The grocery store example can be a metaphor for domestic companies whose leadership has failed to maintain and manage efficient organizations. In those situations, consumers will buy foreign products if costs are lower. While we want to support our domestic businesses, and our “neighbors” throughout this great nation, it becomes difficult to justify domestic purchases when household budgets tighten and we are faced with better deals from foreign companies.

The presence of competition is such an important concept in our democracy that anti-trust laws have been enacted to preserve its role in society. In rare instances government allows monopolies to exist, but only if they are closely regulated. Utility companies, for instance, are regulated monopolies. We can understand why they are allowed to exist in this form. It is impractical, for example, for water lines from competing companies to be installed in a town economically.

In the case of cable television companies, we experience the abuses that result when monopolies are allowed to exist without regulatory controls. With questionable wisdom, Congress deregulated a monopolized cable industry in 1996. Since then, cable rates have increased more than twice as fast as inflation. Charter Communications (the only cable game in town) has increased their rates nationally by an average of 5% per year over the past several years. In true monopolistic form, cable companies have added insult to injury by not offering subscribers the choices they demand. When you think about all the channels available, how many do you actually watch? In a free enterprise system, the consumer should be allowed to pick, and pay for, the channels they want to see, not ones chosen for them. As citizens, we have the right to demand that our political representatives regulate these monopolies.

Last week, in response to constituent unrest, Senators convened to assess the mess that has resulted from deregulation. Senator John McCain proposed that cable companies should offer an a la carte cable-pricing model so that customers would not be charged for channels they did not view. He noted that in a free society, when he shops for bread, he is not forced to add broccoli and milk to his grocery cart. We should expect no less from our cable companies. In this way, the invisible hand of competition will be allowed to determine the programs we purchase.

Posted on April 3, 2004 4:33 PM | Permalink | Comments (2)

May 8, 2004

Multi-tasking Organized Motivational Strategists (MOMS)

by Bruce A. Love

In recent years, society has struggled with labels for its most important members – Moms. Mothers employed outside the home have been called “working moms.” But this tag implies that moms who take care of their homes and children on a fulltime basis don’t work. The term “housewife” was once used to describe mothers who stayed at home to manage the rigorous activities and responsibilities of the household. But, this label was obviously flawed since the marriage certificate does not list “house” as one of the partners in the relationship.

After a while, the title of “homemaker” was adopted, and this remained politically correct for a number of years. More recently, “stay-at-home moms” have been recognized for their technical skills and given a more professional image with the title of “domestic engineer.” However, this label too narrowly defines the role of moms. For this reason, I would like to suggest a new title - Domestic Manager.

Management is defined as “the planning, organizing, leading, and controlling of human and material resources to effectively and efficiently achieve organizational objectives.” Families have a variety of objectives. For example, the goal of providing a safe, nurturing environment in which children can live and learn is a fundamental desire of caring parents. The goal of raising children to become compassionate, productive members of society is another objective of responsible parents. If we accept the notion that the family is an organization (a collection of people who work together to achieve shared goals), we can begin to see the role of moms as managers as they use various methods to achieve desired goals.

As with any organization, some family members don’t contribute as much as others. This is evident when we consider the marginal contributions of two-year olds, teens, and some husbands. Moms can often improve family member performance, however, by applying the same motivational techniques available to any manager. Withholding rewards, offering incentives, or threatening severe consequences, can all be effective motivators. Motivation is just one aspect of leadership. Moms also lead by example when children observe the way in which moms consistently conduct themselves ethically, and morally, in day-to-day activities.

Moms often exemplify the qualities of efficiency and effectiveness. Efficiency is demonstrated every time moms achieve remarkable results with very limited resources, which include time and money. Somehow, moms always find a way to make sure social, sporting, and scholastic schedules are met, and dollars are stretched enough to be able to pick up a little something special for her kids or husband. To the extent that these objectives are met, moms prove their effectiveness in accomplishing the desired goals.

Other managerial activities in which moms excel include planning and organizing. While growing up, Mom always had lists of things to do for weeks prior to family vacations. There were clothes to pack, services to suspend, menus to plan, and ultimately sites to visit when we reached our destinations. Mom often delegated the less-important tasks to other family members. I don’t ever remember forgetting anything, and we always enjoyed the perfect vacation. At the time, perfection was just taken for granted.

Moms also perform controlling functions associated with management. These activities often include managing the checkbook, monitoring report cards, and keeping tabs on the behavior of each member of the family. When moms sense a discrepancy between actual performance and desired outcomes, they understand that it is necessary, once again, to apply behavior modification techniques to remedy the situation. Moms instinctively know the right amount of “technique” to apply!

As we finally recognize moms as the domestic managers that they are, let’s also be sure to wish them:

Happy Mothers Day!

Posted on May 8, 2004 12:48 AM | Permalink | Comments (9)

July 10, 2004

Stepford wives need not apply

by Bruce A. Love

On July 13, 1848, five women met for tea in upstate New York. Their conversation turned to the plight of women in America. At that time, women did not have the right to vote, hold elective office, attend college, or even earn a living. If married, they could not make legal contracts, divorce an abusive husband, or gain custody of their children.

While others may have expressed similar concerns over tea, these 5 women galvanized their thoughts into action, and placed an ad in a local paper announcing "a convention to discuss the social, civil, and religious conditions and rights of woman." Six days later, the convention was held in Seneca Falls, New York. Over 300 men and women attended the convention. Of these, 68 women and 32 men signed what was called the “Declaration of Sentiments,” listing a series of grievances against the oppressive male-dominated society. Only one woman attending the convention lived to see the primary grievance rectified by the Federal Government 72 years later.

This week, America marks the 156th anniversary of the convention, and on August 26, America celebrates the 84th anniversary of the passing of the Nineteenth Amendment, which gave women the right to vote. These events launched a new era acknowledging the contributions and rights of women, and have ultimately produced many new opportunities for women that had not previously existed.

Today, numerous organizations continue to represent the causes and concerns of women. Some have very specific social objectives and are politically active. Others focus on business opportunities, employment equality, and occupational health and safety issues. Two organizations, having local chapters, typify the diverse interests, concerns, and personalities of business-oriented organizations representing women.

The mission of Business Professional Women (BPW) is “to achieve equity for all women in the workplace through advocacy, education, and information.” This organization was started in 1919, just before women “got the vote.” Unlike some business-oriented organizations, BPW has elected to place a controversial plank in their platform supporting reproductive rights of women, and fund a Political Action Committee (PAC) that supports only pro-choice candidates. While national membership had been nearly 100,000 in the 1980’s, the ranks of BPW have declined, but still number about 35,000, and include both women and men. According to Sherry Saunders, Director of Communications for BPW/USA, one possible explanation for the decline, ironically, is the 1984 Supreme Court decision that opened previously all-male organizations to women. That decision had the unexpected consequence of drawing members away from several “women” organizations.

Another organization representing the interests of women in business is the American Business Women’s Association (ABWA). Launched in 1949, their membership has grown to 50,000 women nationally. According to Elizabeth Kennedy, Writer and Public Relations Coordinator for ABWA, their mission is “to bring together businesswomen of diverse occupations and to provide opportunities for them to help themselves and others grow personally and professionally through leadership, education, networking support, and national recognition.” ABWA has no lobbying group and supports no political candidates. Helen Ivory, President of the Altoona Curve Charter Chapter of the AWBA, indicated that the activities of greatest interest locally include networking events, professional development, and an opportunity to contribute to the community. Of particular interest among many local members is the National scholarship program, which provides tuition assistance.

Great strides have been made to secure and expand the rights and liberties of women. Many organizations have used various approaches to accomplish these objectives. As you consider joining any organization, determine which one(s) best represent your interests and values, and then dedicate yourself to supporting them. For information about organizations representing the interests of women in business, visit the Small Business Administration.

Posted on July 10, 2004 12:55 PM | Permalink | Comments (1)

August 7, 2004

Area students prepare to get down to business

by Bruce A. Love

It’s back to school time! That means it’s back to business for a lot of enterprising students. In many schools across the region, business programs, clubs, and curriculum are being added to traditional courses in response to a growing awareness of the tremendous value of a business education. This is good news, since most of us enter into the business world in one way or another. Whether we choose to assume responsibilities on the family farm, pursue a career in manufacturing, start our own business, or enter other areas of professional employment, one thing is certain: we all are thrust into the business world and expected to contribute! The more our children learn about management, marketing, and other business activities, the better prepared they will be to meet the challenges of their selected careers.

Unlike other important subjects taught in schools, business principles are not typically part of the required curriculum. As a result, many of us have had to learn about budgeting, supervising, and other management activities on the job. This costs companies both time and money, and delays employees from advancing into higher-paying jobs. Fortunately, educators, like Marian Vergona and Kassondra Leidy (Central High School, Martinsburg), have developed curriculum and adopted programs designed to give their graduating students a decisive career advantage. One successful program used at Central is Future Business Leaders of America (FBLA).

FBLA is “a nonprofit educational association of students preparing for careers in business and business-related fields.” Programs are offered at the middle school level through college, but I believe FBLA’s greatest value is for high school students as they prepare for future educational or occupational pursuits (it looks good on college and employment applications). FBLA students work on projects individually and in groups. Students specialize in areas such as entrepreneurship, website development, public speaking, or other areas relating to business or office technology. In the spring, students compete regionally in their specialized area, and also have an opportunity to socialize with students in other schools who share similar interests. Winners compete in state and national competitions (often held at exclusive resort settings!) For more information, visit www.pafbla.org.

Junior Achievement (JA) is another business program offered in some area schools. JA involves volunteers, educators, parents, and contributors in programs designed for grades K-12. According to Donna Rudnick (Senior Director of District Operations), trained volunteers affiliated with JA are invited into schools to present fun and educational mini courses on age-appropriate business topics. With the aid of professionally developed materials from JA, volunteers teach even the youngest students about fundamental business concepts such as spending and saving wisely. In many instances, costs associated with JA in elementary schools are picked up by local sponsors or waived by Junior Achievement! Contact local District Manager, Jennifer Knepper, for more information 814-943-5246, or visit www.pittsburgh.ja.org.

At the college level, Students In Free Enterprise (SIFE) offers students an “opportunity to develop leadership, teamwork and communication skills through learning, practicing and teaching the principles of free enterprise.” Each year, SIFE teams from all over the world, develop projects based upon criteria outlined by SIFE International. SIFE’s approach to teaching business skills is to encourage students to use their knowledge to better their communities by developing outreach projects. In addition to reinforcing the business concepts learned in the classroom, students learn to approach business from a compassionate and ethical perspective. Area businesses can help themselves while helping a local SIFE team, by serving on an advisory board or asking SIFE to assist with some business-related project! Each spring, SIFE competitions are held worldwide, and draw together thousands of students and business leaders. In addition to having an opportunity to travel and receive recognition for “jobs well done,” many students receive offers of employment! For more about SIFE, visit www.sife.org.

Students of all ages have a strong desire to make a difference in the world. SIFE, FBLA, and JA all teach valuable skills and provide opportunities for students to accomplish this objective. As parents, educators, and business professionals, we should all encourage our young people to take advantage of these terrific programs and also to have a lot of fun in the process. If we do, we will all benefit by their success!

Posted on August 7, 2004 5:48 PM | Permalink | Comments (3)

August 14, 2004

Imitation: the insincerest form of flattery

By Bruce A. Love

We have all been taught that copying text directly from encyclopedias and other reference materials is wrong. As children, this was a hard concept to swallow, especially when all the good stuff was right there in black and white, and perfectly worded by someone else! But after following our teacher’s directions not to plagiarize, we soon discovered a new sense of pride in knowing that we could put together term papers and reports in our own words!

Advances in technology have created new challenges in the war against plagiarism. We now have tools that make it very easy to copy and paste the words and works of others into works we call our own. Plagiarism is not limited to classrooms and students. Recent scandals involving Pulitzer-prize winning plagiarizers have drawn attention to this epidemic. Between the personal computer, the Internet, and the lack of self-respect on the part of violators, the practice of plagiarism, and other related activities, has reached new levels.

Many teachers and professionals also mistakenly believe that they have the right to copy and use complete works of others for educational purposes, or if they do not profit directly from copying the original works. But these are examples of copyright infringement, as is the copying of software, music, or original artistic works. All of these activities potentially devalue an author’s works and denies them opportunities for compensation!

Copyright law guarantees the creator of works the exclusive right to control who can make copies. For copyright law to apply, works must exist in some tangible form, such as on paper, a hard drive, or another “permanent” media (not just an idea). There are some exemptions to protection under copyright law. The law of “fair use” allows critics, commentators, and educators, to use portions of copyrighted works to make some point about those works. For example, commentators are allowed to denounce assertions made in “Fahrenheit 911” without getting the approval of Michael Moore to show those portions of the movie.

Creative works are considered copyrighted the moment they are fixed in tangible form. Copyrights expire 70 years after the death of the author, or 95 years after publication. Copyright symbols and dates are no longer required, but they still serve to strengthen legal cases of copyright infringement. Also, while registration at the United States Copyright Office is not necessary, it is required (prior to the violation) if the owner wants to be able to sue for damages (see www.copyright.gov ).

Trademarks are often confused with copyrights. A trademark is any word, name, symbol, slogan, or package design that serves to identify and distinguish a specific product from others in the market place. Trademarks are always associated with an organization, product, or service (hence the term “trade”). Examples of trademarks include the word Xerox, the Nike “swoosh,” and even the purple dinosaur (Barney aggressively sues violators of his trademark!). One of our clients has even managed to get a Federal trademark for the use of two dots for eyes (used on dolls and other goods sold by Lizzie High Dolls). Trademarks must be registered with the United States Patent and Trademark Office (http://www.uspto.gov), and renewed periodically, to remain adequately protected. Legal ownership protections are weakened if the owner of the trademark fails to act against violators.

Charles Caleb Colton once said, “Imitation is the sincerest flattery.” However, when we copy the works of others, without obtaining permission to do so, we deny them their right to control its use and receive all the benefits to which they are entitled. For legal reprints of this and other articles, visit:
www.loveconsulting.com/articles.htm.

Posted on August 14, 2004 11:41 PM | Permalink | Comments (2)

December 25, 2004

Customers seek goodwill from retailers at Christmas

By Bruce A. Love

For many people, Christmas is important for a number of reasons. Naturally, the most important part of any religious holiday is the spiritual observance of the celebrated event. Holidays are also important for family gatherings, reminiscing with friends, and preserving cultural and family traditions. Christmas, as well as other religious holidays, gives us a unique opportunity to put our houses in order (both literally and spiritually), and open our hearts and homes to others. For businesses, particularly those associated with retail, Christmas also offers an opportunity to bring order and profitability to the business.

Growing up outside of Philadelphia, I had access to the large department stores that offer incredible concerts and displays at Christmastime. Wanamaker’s (now Hecht’s - Lord and Taylor’s) has held free Christmas organ recitals for about 90 years. These concerts are actually as visually spectacular, as they are musically magnificent. Strawbridge’s, not to be outdone, also stages Christmas experiences that celebrate traditional aspects of Christmas. Their life-sized Dickens characters and shops occupy an entire floor of the department store, and celebrate an era richly steeped in religious and family traditions. Successful businesses recognize the importance of maintaining a religious connection to the holiday. Admittedly, Jacob Marley’s ghost is not a religious spirit, but the message of Dickens’ “Christmas Carol” is undeniably consistent with the spirit of Christmas.

Historically, Christmas has been a time of selfless charitable generosity. Organizations such as the Salvation Army, Toys for Tots, and others, have provided shoppers, students, and businesses an opportunity to set aside self-interests, and extend a charitable hand toward others. Many stores and businesses have welcomed these worthy organizations and efforts. More recently, however, some businesses have chosen to secularize the season, and sanitize it of any religious reference.

I suppose the secularization strategy of Christmas retailing is intended to appeal to segments of the population who do not celebrate Christmas, and those that superficially observe the holiday. I believe this Christmas compromise disrespects all religions and threatens the spirit of community goodwill. Most people of strong religious convictions (whatever their faith) are strong enough in their faith to allow others to publicly celebrate their respective holidays. “Happy Chanukah!” is not hate speech. Neither is “Merry Christmas!” By removing all religious references, retailers who secularize Christmas deny communities the benefit of important spiritual and charitable gifts.

This year, Target stores have chosen a controversial approach to Christmas retailing. They have decided to bar the Salvation Army from entrances to their stores. Never mind the fact that collected funds are efficiently distributed to those who need it most. In the words of Ebenezer Scrooge, “Bah Humbug!” These stores offer only “a poor excuse for picking a man's pocket every twenty-fifth of December!” Stores that have removed all religious content from “Christmas Sales,” have chosen to do without my business.

Contrast Target’s position with that of Wal-Mart, and other stores, where the Salvation Army is welcome. Wal-Mart’s strategic response to Target’s decision is to offer a contribution to the Salvation Army that will match those contributed by Wal-Mart customers (up to $1 Million). In addition to being the “right thing” to do, I am sure this strategy will be repaid many times over from the revenues generated by charitable shoppers.

It’s true that stores have commercialized Christmas over the years. But we have managed to keep a religious element of the holiday in most stores. Those that use a respectful approach to religious holidays will receive the praise and patronage of customers who value their beliefs. By adopting this time-tested approach to holiday retailing, businesses can better serve society and help to promote “goodwill toward men.”

Merry Christmas! “God Bless Us, Every One!”

Posted on December 25, 2004 5:59 PM | Permalink | Comments (1)

January 18, 2005

New Year Brings Change for People and Businesses

By Bruce A. Love

Each New Year ushers in hope and change for many of us. We start new diets, quit smoking, or make other resolutions with the intention of making positive changes in our lives. Change is an inevitable part of life, and we can either initiate change ourselves, or react to changes in the world around us. To do otherwise is to resign ourselves to a future of want and despair.

Businesses experience and affect change too. Many changes occur in the market environment and can take the form of social, economic, legal, competitive, or technological forces. These external factors can either propel companies to stardom, or thrust businesses into bankruptcy. Companies that initiate and react to changes effectively will be here next year to face the challenges of 2006 and beyond.

Bickel's is a local treasure that thrives on change. This small surplus store has such high inventory turnover that customers can visit several times each week and see many different items each time. Their willingness to remain agile in the midst of market changes, and their skill at acquiring inexpensive marketable goods, is appealing to the store's devoted clientele.

Giant Eagle also has accepted the challenges of change. In response to the increased competition, Giant Eagle recently announced a rollback of prices and Introduced the new Valu Time line of products. This line is targeted toward more price-conscious customers, and may actually keep customers from traveling to Wal-Mart to buy more for less. Giant Eagle also offers video rental, banking, pharmacies and floral shops in most locations. This one-stop shopping approach appeals to customers with limited free time.

Another local icon that has been proactive in its approach to change is Sheetz. From a technological standpoint, Sheetz appears to be on the cutting edge of buying convenience. They are dedicated to their mission "to continually improve the customers' shopping experience." In addition to their menu-driven made-to-order (MTO) terminals, Sheetz announced this week that they will become the first retailer in the nation to accept the new MasterCard PayPass this spring. The new technology is designed to reduce the average purchasing time by 13%.

Not all change implemented by companies have resulted in consumer satisfaction and marketing success. In fact there have been some notable duds. In 1985, Coca-Cola introduced a new formula for Coke. Customers were incensed that the company would tamper with a product that had become part of Americana. It didn't matter that the "New Coke" beat Pepsi and the original Coca-Cola in blind taste tests! Customers can be fickle, and it is crucial that companies understand the peculiarities of their clientele. Coke, of course, listened to the public and returned the "Classic Coke" to store shelves where it was eagerly purchased by a grateful public.

When the local Sheetz stopped offering my favorite Dot'z soft gingerbread cookie, I was disappointed. But when they changed the roll on their MTO's recently, I was devastated. Coming from the Philadelphia area where we are known for steak sandwiches and hoagies ("subs" for those who hail from other parts of the state), I feel I have some credentials to assess the quality of a sandwich. When I had moved to this region, I was concerned that I would become one of the pathetic displaced Philadelphians that had to have good sandwiches shipped to them by family and friends who remained in eastern Pennsylvania. I was pleasantly surprised, however, when I bought my first Sheetz hoagie in September of 2000. I even took visiting friends and family to experience the Sheetz sandwiches. We all agreed that Sheetz hoagies matched the quality of those made in Philly!

No other ingredient contributes more to a hoagie or steak sandwich than the roll. If you like the dry flaky rolls currently being tested in the 14 stores in Blair County, you will be happy to learn that Sheetz plans to distribute these crusty creations to all of their 306 stores located in 6 Middle Atlantic States. If, however, you have developed a sophisticated palette and a yearning for the moist, hearty, flavorful rolls Sheetz had offered, you will probably have to arrange for a food lift from Philly. My recommendation to Sheetz, recognizing that people have varying tastes, is that they include an option on their menu for either roll type. Heck, I'll even let them call my favorite, "The Philadelphian!"

Posted on January 18, 2005 1:07 AM | Permalink | Comments (1)

February 19, 2005

Businesses profit from the popularity of pets

By Bruce A. Love

The Westminster Kennel Club broadcast its 129th annual dog show this week. Audiences were treated to a spectacle that served to remind us common folk about how our dogs should look and behave. In addition to showcasing these quintessential canines, the event also entertained us with the antics of both dogs and handlers. Many handlers applied varying techniques they hoped would launch their pooch into fame and fortune. In the end, one judge selected one dog as “Best in Show,” and the rest of us remain clueless about how it is possible to compare poodles with pugs.

Many breeds that competed this week probably spent more time in the hair salon than their owners or handlers (that’s just not right). However, this is not surprising when we consider that Americans spend over $30 billion per year on their pets. The pet industry has become one of the largest industries in the U.S., eclipsing even the candy industry. Americans love their pets, and that means opportunity for many businesses.

Nearly half of all revenues generated in the pet industry come from pet foods. Businesses that produce pet food are usually very large, however some boutique businesses catering to the high-end (wealthy) pet markets have been able to emerge and thrive. When I ran the Bucks County Small Business Development Center in eastern PA, one company started a dog biscuit business in their home, which quickly grew to become a very reputable manufacturer of gourmet pet foods. As with any industry, the Internet allows these businesses to expand into lucrative markets outside of local markets. This gives local businesses opportunities that may not otherwise exist in economically challenged areas. Pet owners in cities and other affluent regions are much more willing and able to pay top prices for pet products and pampering. By targeting these niche markets businesses often can build successful enterprises.

Supplies, medications and veterinarian care also generate a lot of revenue in the pet industry. Together, these services and products cost Americans over $16 billion in 2004. Healthcare costs have soared in recent years for humans and pets alike. This has launched a new interest in insurance to cover routine and catastrophic pet medical costs. VPI Pet, for instance, offers insurance policies for pets, and advertises in many veterinary offices. Their services range in coverage and cost, and do not require pet owners to use insurance company approved vets. I found their web site very interesting. Type in your dog’s name, age and breed, and get an instant quote for monthly insurance premiums. My six year old retriever would cost about $25/month. When she is 9, fees increase to about $40/month. Check them out at www.petinsurance.com.

Linda Burley, of Shadyrock School for Dogs in Altoona, offers a variety of services, including breeding, grooming, and training. Since the holidays, much of her business has involved obedience training for dogs. Instruction is provided on an individual basis, or in classes of ten or twelve people (with their dogs). Dogs, like people, can benefit from a good education.

The pet industry parallels industries that cater to humans. In addition to the essentials of food, toys, and healthcare, pet businesses now offer daycare, massage therapy, and even resorts for your pampered pet. In the autumn of your pet’s life, you may be comforted to learn that pet cemeteries are an option, but most owners become more practical at this point, and choose crematory services. The ashes can then be kept in a decorative urn or buried. As a final tribute to beloved pets, my nephew has recently started to produce pet markers to commemorate lives of departed furry friends.

Linda Blackie is a local, famed, breeder of champion Poodles. She is also the owner of the Doggie Depot in Altoona, which offers grooming and canine breeding services. Linda has advice for anyone considering launching a service-oriented pet-based business. First, be very familiar with the type of business you are planning to launch. Try to work for someone else who already offers these services before jumping into the business yourself. Be mindful of current local demands and potential cash flows from the business. Finally, make sure that you realize that working with pets should be a labor of love, and that it is not always fun and games.

Posted on February 19, 2005 5:29 PM | Permalink | Comments (3)

March 26, 2005

Baby Boomers Discover the Cost of Nostalgia

By Bruce A. Love

Baby boomers are beginning to discover that there is a price to be paid for living in the past. Collectors and retailers already know this. Nostalgia Sells!

The older I get, the more fondly I think about things I had in my youth, and the more compelled I am to revisit some childhood memories. Recently, my sister and I reminisced about some of the toys we had as kids in the 1960s. Evidently, Sis enjoyed my toys almost as much as I did. We lamented our decisions to give away many of the best toys when we had reached our teen years. Two weeks ago, motivated by our nostalgic talk, my sister decided it was time to reclaim our toys and share them with her own young children. It was time to visit eBay, where almost anything that ever existed is available (for a price) online!

My sister enlisted my help in this quest. We set our sites on the Topper Strange Change Machine from 1967. This was one of my favorite toys! It contained a “Time Machine” chamber into which kids would place plastic “time capsules.” The chamber heated to finger-searing temperatures and creatures emerged from the cubes. After letting them cool and harden, kids would play with the creatures for a while. Then it was time to place them back into the chamber to heat to a rubbery state so that kids, in the roles of mad scientists, could yank them out of the chamber and crush them back into cubes using the attached vice-like device!

Our first attempt to get the toy on eBay failed as the bidding soared above what was our limit. After reassessing priorities, my sister increased her limit on another Strange Change toy on eBay. Ruthlessly, a bidder beat us in the final seconds of the auction. This taught us some strategy for the next time! I was on the road when the close of the next auction approached. Hundreds of miles from my computer and the high-speed connection we needed to implement our new strategy, I recruited my daughter’s help at home. We set up our maximum bid ahead of time, but my daughter waited until the final seconds to confirm this amount. This effectively eliminated any possibility for other bidders to reconsider their limits. It worked! Sis finally would get a retro toy her kids would love, and that would most likely cause minor burns in the process!

It isn’t surprising that in today’s litigious society, toys like the Strange Change Machine are no longer manufactured due to the concern of lawsuits over such “dangerous” products. Honestly, I do not know how I survived childhood! Caps had more gunpowder; many toys had small removable parts that could fit into my sister’s mouth, and then there was Skittle-Bowl. Ok, THAT was one toy that truly did present grave risk to kids. The wooden ball hung from a chain on a stick had a tendency to be used as a mace by that annoying kid that every neighborhood seemed to have.

Nostalgic memories (and therefore business opportunities) go beyond toys and games. As we consider our youth, we remember fashions, services, and food items that no longer exist. We recall these with a longing to experience them once more, and to share these experiences with our children and grandchildren.

Many of us have sweet memories that we would like to revisit, but often are hard to find. If you had a sweet tooth for candy cigarettes, bubble gum cigars, Necco wafers, or Pop Rocks, you can still get them online at www.candyfavorites.com. Other favorites like Rootbeer Barrels, Pixy Sticks, and Jaw Breakers can be found at www.groovycandies.com. Do you remember a hard candy with a fizzy sour center called Zotz? Get these and other favorites at www.oldtimecandy.com. This store also sells French Chew Taffy, which duplicates one of my favorites, Bonomo Turkish Taffy (now extinct). Just put the taffy in the freezer overnight, and then slam it down on the counter and eat the pieces. If you have any loose fillings or crowns, you may want to avoid these!

Ok Sis, what’s next? Suzy Homemaker? Johnny Astro? Golferino? How about trying to find some of those Nickel Nips?

Posted on March 26, 2005 4:27 PM | Permalink | Comments (195)

April 2, 2005

An incubator can be a good place to hatch a business

By Bruce A. Love

On more than one occasion, I have described how the decision to launch a business has many similarities to the decision to start a family. In both cases, we want to be sure we are giving our baby everything it needs to survive and thrive in a potentially hostile world. One way to help a business get a proper start is to take advantage of the nurturing environment of a business incubator.

As the name suggests, a business incubator is a building that houses numerous fledgling businesses hoping to become bigger businesses. Most incubators provide a variety of supportive services to assist their tenants achieve their goals. Some incubators are converted factory buildings, while others are newly constructed facilities specifically designed for growing businesses.

About ten years ago, I had the pleasure of working with Loren Schultz, who is widely regarded as the originator of the business incubator concept. He was in the process of launching his latest incubator in Dublin, PA, and we collaborated on a number of business seminars. Prior to developing business incubators, Loren Schultz had already demonstrated his own abilities to launch and run successful enterprises. After starting Decision Data Computer Corporation in his basement, he developed plans and strategies that ultimately enabled DDCC to grow into a company worth over $200 million! After leaving the company, Schultz set out to assist other companies in becoming successful too.

Loren Schultz remembers the early days of his own company and the challenges faced by many small businesses. As a result, he makes sure that his incubators have the resources that are most important for young businesses. In particular, Schultz is careful to include a variety of businesses in each incubator so that they provide a complementary balance of skills and expertise. He is also careful to include several experienced companies in his mix of tenants. By setting up the centers in this way, the 20-plus companies in each incubator can easily provide assistance to others in the building, and all can grow together with help from one another. When I opened my office in his Dublin TEC Center (as it was called), the center had a payroll firm, a food manufacturer, machinists, attorneys, an indoor driving range and pro shop, and many other assorted companies. This made conversations in the coffee room very interesting, and brainstorming very productive!

In addition to giving the economy a boost by enabling companies to grow and add employees, the incubators that Loren Schultz opens are frequently renovated, previously abandoned, factories and schools. This gives local economies a double benefit, and usually gives Schultz and his investment team some very nice tax breaks.

Locally, the ABCD Corporation started their incubator in similar fashion when they opened their first one in the Rail Training Center in Altoona. Later, they moved operations to the new Devorris Center for Business Development. The new center uses a modern modular design, which allows for easy expansion as companies grow. Although the state-of-the-art center boasts many modern amenities and is arguably much more attractive than most incubators, the leasing fee for converted older buildings can be more practical for many new businesses whose budgets are very tight. But even Loren Schultz agrees that a nurturing environment is more important than cheap rent.

Incubators offer a variety of services to their tenants. The Devorris Center offers copying, faxing, teleconferencing, answering services, and conference rooms. It also has a T1 (high-speed) Internet connection available to all of their tenants. By distributing the cost of these services, operational expenses that can be prohibitively expensive for many small businesses, become more affordable. Devorris also brings in expertise from the Service Core of Retired Executives (SCORE), the Blair County Chamber of Commerce, a Small Business Development Center (SBDC) and others, to stoke the fires of creativity and growth for their tenants.

Incubators have one additional benefit. They allow companies to appear larger, and more established, than most actually are. This can make the difference between getting a contract, and not getting one. Phones are answered by receptionists, businesses are located in large buildings teaming with activity, and customers assume that all this activity is part of the company. Loren Schultz acknowledges with a grin, that his incubators put on a little show for their tenants' customers. I must admit, that I have had bit parts in more than one of his shows! By doing this, Schultz says, "We help stack the deck in favor of our tenants!" I believe the end justifies the means of this small charade, as incubators can have a very positive impact on local economies and the lives connected to them.

Posted on April 2, 2005 4:19 PM | Permalink | Comments (7)

April 23, 2005

Entrepreneurs are a special breed of small business owner

By Bruce A. Love

The term, “entrepreneur,” often is used to describe any small business owner. However, a small business owner is not necessarily an entrepreneur, and an entrepreneur may grow well beyond most definitions of a small business.

Ever since the mid 1990s (when I served as Director of the Bucks County Small Business Development Center), I have had the privilege of working with numerous small business owners. Each one has had unique and often inspiring stories of how they got into business and became successful. One client bought a floral shop from her retiring boss. Another launched a magazine just for kids. Two young couples pooled their resources to open a health and fitness center. As exciting and inspirational as these success stories are, however, none are about what I would call entrepreneurial endeavors.

Gary Wineland, of Roaring Spring, is one example of an entrepreneur. When I first met Gary, he had just launched his company, Applied Innovative Solutions. He came to our office with an urgent request for a web site. He told me about a product he had developed and patented. The new device, designed to monitor industrial conveyor systems, was just nominated for 2003 “Product of the Year” by “Plant Engineering Magazine.” Wineland’s speed switch, which ultimately won a silver medal in this competition, was the result of an innovative approach to solve a nagging problem.

According to Peter F. Drucker, author of “Innovation and Entrepreneurship” and many other great management books, “entrepreneurs are a minority among new businesses. They create something new, something different; they change, or transmute values.” In other words, entrepreneurs think outside the box, and offer the rest of us new and innovative ways to see and think about things. Innovation, it turns out, is the primary tool of the entrepreneur.

Drucker identified seven sources of innovation – any of which can lead to entrepreneurship. Gary Wineland had encountered at least one of these sources. Drucker says that “Incongruities” (discrepancies) between what is, and what ought to be, can spark innovation. He also lists as one of his seven sources “Process Needs,” which start as a job or task to be done. While everyone else in an organization or industry may recognize that a need exists to fix or improve a process, no one does anything about it until the entrepreneur comes along.

Four years ago, Gary Wineland had had a disappointing day at the office. He had sent a field engineer out to install a speed switch on a large conveyor system. This required drilling and tapping into one end of a conveyor roller to mount the switch. After several hours, the engineer returned without success (both drill bit and tap had snapped off in the roller). Gary Wineland knew there HAD to be a better way!

He went home that day with the problem churning in the back of his mind (Personal Observation: one characteristic of the entrepreneur is a great sense of dedication to their work). As he was helping his daughter get ready for a road trip, he popped a magnetically mounted mobile phone antenna onto the metal surface of his daughter’s car. In an instant, the idea developed that if a magnet could stay affixed to a speeding automobile, it could also stay attached to a rotating conveyor roller! After some research and experimentation, Gary Wineland developed a magnetically mounted device that could be attached to most industrial conveyor systems in a matter of minutes. The rest is history!

The path to entrepreneurial success for Gary Wineland is typical of many entrepreneurs. He keeps his eyes and ears open for ways to do things better, and he thinks in innovative ways. He has a highly developed instinct for recognizing unfulfilled needs, is dedicated to his work, and is not afraid of failure.

These characteristics can be learned and cultivated in ordinary people. When I asked Gary what he felt was most important for others to know about becoming an entrepreneur, he gave me a response that I have often heard from others like him. He said, “Never give up!” Stated more clearly by Winston Churchill, “Never, never, never, never give up!”

Posted on April 23, 2005 6:46 PM | Permalink | Comments (1)

April 30, 2005

Unskilled interviewers can cost companies good employees and risk lawsuits

By Bruce A. Love

Webster's Dictionary defines discrimination as unfair treatment of a person or group on the basis of prejudice. Prejudices and biases exist in various forms, and are present in many daily activities. When discrimination takes place in the workplace, it is illegal. It can be particularly harmful, both to the victim of the practice, and to the employer who has condoned, enabled, or otherwise allowed the behavior to exist in their organization.

I have been on both sides of the interviewing table, and I am extremely aware of inappropriate lines of questioning from interviewers. I have witnessed fellow search committee members ask personal questions that could be considered inappropriate by interviewed candidates. As an interviewee, I have been asked about marital status, religion, and age. Unskilled interviewers can cost companies good employees. They can also risk lawsuits if their line of questioning goes beyond the qualifications necessary for the job. It is therefore important to educate employees in legal and ethical interviewing techniques
.
The U.S. Equal Employment Opportunity Commission (EEOC) enforces a collection of laws prohibiting employment discrimination based on race, color, age, disabilities, religion, sex, or national origin. The Civil Service Reform Act of 1978 (CSRA) established additional prohibitions, known as prohibited personnel practices. The goal of both of these is to promote fair employment and hiring practices.

Some questions are blatantly inappropriate, and possibly illegal to ask during an interview. "How old are you?" and "What church do you attend?" seem obviously out of bounds (although I was asked about which church I attend by one Blair County Commissioner during an interview for possible employment!). It is also inappropriate to ask what year someone graduated high school, since it is easy to determine approximate age from the answer.
Some questions are less obviously inappropriate. Interviewers should avoid any questions about spouse, children, or intentions to have any. This is because questions about a spouse may actually be used to determine sexual orientation, or may be used to qualify or

disqualify individuals based upon how "available" they are. Companies cannot ask whether an interviewee is pregnant. This could, and probably would, be used by employers to disqualify some applicants. Questions about children, or the plan to have any, are not typically asked of men, so it is blatantly inappropriate to bring up the issue with women. "Do you have any disabilities?" or "How does your condition affect your abilities?" or "What medical conditions do you have?" must not be asked in an interview. It is more appropriate to tactfully inquire how the company could make the work environment suitable for the applicant with disabilities.
There are some questions that seem appropriate, but should be avoided. "Have you ever been arrested?" is not appropriate in most interviews for employment. This is because arrest does not necessarily indicate guilt. An acceptable question to ask is whether the applicant was ever convicted of a crime.

David Andrews, of the Andrews and Beard Law Offices in Altoona, is highly regarded in areas involving Business and Employee Labor Law. In addition to providing legal services, David Andrews gives seminars on the topic of employment discrimination. According to Andrews, there are several precautionary steps employers can take to guard against any hint of discrimination during the hiring process. First, develop a set of questions prior to interviews. Use the same list of questions for every candidate for employment. Stick to questions relating to the interviewee's experience as it relates to the position you want filled. Do not be tempted to add personal (even if friendly) questions during the interviewing process. Use a committee comprised of members of diversified backgrounds (age, race, gender, etc.).

If you feel you have been discriminated against while seeking employment, or you feel you have received unfair treatment in the workplace, you can file a complaint with the U.S. Equal Employment Opportunity Commission (www.eeoc.gov). At the state level, you can get additional assistance from the Pennsylvania Human Relations Commission (http://sites.state.pa.us/PA_Exec/PHRC/index.html). To rectify a wrong, you should also seek the professional guidance and services of a qualified Labor Law attorney.

Posted on April 30, 2005 4:50 PM | Permalink | Comments (2)

May 8, 2005

First Jobs Offer Major Lessons for Minor Employees

By Bruce A. Love

As summer approaches, many teens hope to land their first job. Those who succeed in this pursuit will be waiting tables, flipping burgers, taking tickets, cutting grass, or any of the other activities that many of us did in our younger years. This is an exciting time for teens, and a great opportunity for them to earn some money while learning valuable life lessons.

Next week, my daughter, like many teens, will start her first “real” job in the fast food industry. Alysia has had other assorted jobs, but this is the first one requiring her to fill out official forms and start contributing to the social security of seniors. Even before starting her job, Alysia has already learned some valuable lessons.

One of the first things jobseekers learn is: Getting a job requires initiative, perseverance, and determination. There is no time like the present to look for summer employment! By starting now, you beat the hordes of students who wait until the school year ends. Job seekers should expect some rejection before landing a job. Get used to it, deal with it, learn from it, and move on! In addition to checking the want ads, go into businesses and ask managers if they have any job openings. This demonstrates your confidence and initiative, which are desirable qualities in any employee.

Networking is a great way to find unadvertised jobs. Some of the best job leads come from friends. Teachers, guidance counselors, coaches, clergy, and relatives also are potential leads for jobs. With their permission, these acquaintances also make great references, who can vouch for your character and abilities.

Another lesson teen jobseekers learn is: Appearance matters! When you go to an interview, or fill out applications, make sure you are well dressed and well groomed. You don't need to wear a suit, just make sure you look presentable.

Attitude and poise are also important. When introduced to a hiring manager, act confident, smile, maintain eye contact, give a firm handshake, and say something like, “it’s a pleasure to meet you,” or “thank you for taking time to meet with me.” During interviews, demonstrate that you are interested, qualified and eager to start the job. Thank the interviewer as you leave the meeting, and ask when you can expect to hear from them. If you haven't heard from the business in about a week, call the hiring manager to check on the status of your application. This will help keep your name and application fresh in the minds of managers.

By definition, teens seeking their first job will have little in the way of experience. For this reason, it may not seem reasonable to put together a resume. However, everyone has some noteworthy accomplishments to showcase. Your resume can list scholastic activities (academic and sports), awards, interests, and/or other community activities in which you have participated. Just submitting a resume will demonstrate how serious you are about landing a job, and set your application apart from others. Likewise, a “thank you” letter after an interview is a nice touch, though rarely expected from teens.

When applying for employment, have information handy so you can fill out applications on the spot. A sheet with names, phone numbers, and addresses of schools and other references is very useful to have as you visit potential employers. If you haven't memorized your social security number yet, put that on the sheet too.

State and Federal laws govern the employment of minors (anyone under the age of 18). All minors are required to have “working papers” before starting a “real job.” The official name of this form is the “Application for Employment Certificate or Transferable Work Permit,” and is available at your school’s guidance office. A doctor also will need to sign this prior to your employment, so it is best to take care of this step ASAP.

State and Federal laws also establish the hours teens may work. These vary with the age of the applicant, time of year, and duties of the job. For more information about the Pennsylvania Child Labor Law, including restrictions in specific industries, visit www.dli.state.pa.us and click on Labor Law Compliance, or call 1-800-932-0665. The Federal Government has additional regulations relating to the employment of minors. Learn more about Federal child labor laws by visiting: www.youthrules.dol.gov or call 1-866-4-USWAGE.

Good luck and much success in your first job!

Posted on May 8, 2005 6:50 PM | Permalink | Comments (4)

May 14, 2005

New technology spawns opportunities for many new and unusual companies!

By Bruce A. Love

Personal computers are capable of many amazing things. Some uses are truly out of this world. Others come under the heading: "Yes, a PC can do that, but what's the point?!"
Computers can function as phones, faxes, radios, CD players, televisions, and even VCRs. Personally, I prefer to keep my technologies separated. I suppose this is a precautionary measure that stems from adolescent years spent watching sci-fi movies in which computers invariably decided they no longer needed humans. Of course, if TV on my PC enables me to cancel services from the extortionists running Cable TV, and only pay for the stations I want to watch, you can count on me to join the march in favor of TV/PC marriage rights, and risk the end of civilization as we know it!

Have you ever thought your emails are not as interesting as they could be? One company is developing a device that adds aromas to e-mails. The plug-in unit holds 60 distinct smells that can be selectively emitted upon opening e-mail. Considering some of the spam I receive, I think I will pass on any opportunity to smell them!

If you believe in aliens "in a galaxy far, far away," you might want to contribute computational time to SETI (the Search for Extraterrestrial Intelligence project). These people need all the help they can get! We live in a big universe, and it's very hard to find aliens unless they are making crop circles, or crossing US borders. To assist in the effort to find ETs, go to setiathome.ssl.berkeley.edu, and download the program seti@home. The project uses the computational power of thousands of personal computers (like yours) to analyze data received from radio telescopes aimed into space. After loading the program, your computer will be directed to process data received from SETI any time your screen saver would normally launch (when you are not using your computer). By doing so, you can join the hunt for intelligent life, broadcasting beyond our own solar system. On the down side, Atlantic Broadband will probably increase the cost of cable after they add the new "Television for Aliens" channel!

If you prefer hunting closer to home, try Internet hunting. This is exactly as the name implies. "Sports enthusiasts" sitting in the comfort of their homes or offices, can go to a web site, and remotely aim and fire a hunting rifle at targets half a world away. Some sites even offer an opportunity to shoot live game! Of course, there is a hunting privilege fee, and additional fees if your efforts require taxidermy, butchering, or shipping of your kill. Some new ideas really "blow me away." This is one such concept! However, the image of Yul Brenner in "West World" comes to mind and makes me just a bit uneasy with the whole idea. If the thought of Internet hunting gives you an itchy trigger finger, you can give it a shot at www.live-shot.com. I wonder if the CIA has considered using "Live-Shot" on the Syrian-Iraqi boarder?

As a father of a teen about ready to drive and date, I find the next product very appealing. I suppose I have to accept that my nearly 18-year-old daughter should be allowed to start doing both soon, but as a father, I appreciate the science behind any device designed to keep my kids safe. The Road Safety Teen Driver Audio Monitor supervises the driving habits of teens. The manufacturer of this device claims, "significant improvement in driving will be seen almost immediately after activating the unit!" The Audio Monitor (available at alltrackusa.com/audio.html) lists for just $280. Parents upload data from the car-mounted unit to their PCs, and can view reports detailing speed, acceleration, seatbelt usage, and other safety considerations. Other manufacturers offer real-time monitoring using GPS tracking, but those units are more expensive. The only thing that would improve on this concept would be to add one of the new remote Internet surveillance cameras (available from x10.com) to cars equipped with the teen auto monitoring equipment! That way, my daughter could feel really secure with the knowledge that her loving and caring parents could monitor every move she makes! I guess "Live-Shot" for problematic dates would be a bit over the top. Maybe just an Internet-controlled Super Soaker?

Posted on May 14, 2005 12:59 AM | Permalink | Comments (2)

May 21, 2005

Good customer relations are good for business

By Bruce A. Love

This week I was reminded of the value of providing good customer service. I was out of town when my engine light came on. As a degreed electronics engineer, I quickly determined my car had a problem (my ability to diagnose automobile problems is limited to reading dummy lights). I was due for an oil change and thought maybe this was the problem. I drove to the local “Grease Monkey” hoping that maybe they could help me. They did! Not only did Grease Monkey change my oil and filter, and check about 20 other things, but they also read my car’s computer to determine the problem (gratis, thank you), and gave me the inspiration for this week’s column! All this in less than 15 minutes and under $35!

This was not my first visit to the Doylestown Grease Monkey. In fact, one more oil change, and I get the next one free! The great service I received this week was not a fluke. I have been treated like a VIP every time I have been there (and they don’t even know that I write for the Altoona Mirror)!

Upon entering the Grease Monkey lot, customers are greeted by one of the competent and cheerful customer service technicians. Stephanie logged me in, arranged valet service to bay number 2, and escorted me to the comfortable waiting room. I told her my plight, and she assured me their pit crew would check everything out.

After a few minutes, the assistant manager sat down with me to give the prognosis. I was prepared for bad news, but Sarah told me my “problem” appeared to be a leaky seal on the gas cap – nothing serious! Ten minutes later, I drove out of the lot, very satisfied with the service I received, and looking forward to my next visit in three thousand miles!

My experience at the Grease Monkey prompted me to call the storeowner to find out about the business. I knew the employees MUST receive extensive training to consistently provide great customer service. Tony Nakonetschny confirmed that some training was prescribed by the franchise, but that he added several of his own procedures. Among them were (1) thank the customer 3 times during their visit, and (2) don’t give a sales pitch (as suggested by the franchise) while thanking them. Good service and sincere gratitude are better than any sales pitch!

I was disappointed to learn that there are no Grease Monkeys in Blair County (though they are a National franchise if anyone is interested). However, since moving to Blair County, I have discovered many local companies that go the extra mile for their customers. Here are three examples:

> In the dead of winter (of course) the circulation pump motor on our furnace died. My house is about 70 years old, and had a motor and pump that looked like original equipment (big and old). A replacement could not be found in any of the local stores, though all volunteered to order one for me. Unfortunately, I was not in a position to be that patient. Contractor G. W. Sipes (of New Enterprise) overheard my ordeal and suggested I follow him back to his shop - he had a used one I could have. This type of service can win customers for life!

> On Christmas Eve, my son got a flat and picked up a new tire. Unfortunately, he did not have Wal-Mart put it on. I never realized the effort it takes to put a tire on a rim and inflate it until that day! With most stores closing for the holiday, and my son with plans to leave town, the situation seemed nearly hopeless. When I walked into Roaring Spring Auto Supply, the attendant volunteered to take care of it for me. This was clearly not part of his job description, but very appreciated, and not forgotten!

> My wife describes her doctor, Dr. Jennifer Murnyack-Garner (of Blair Medical Associates) as having patient skills that would rival the care and service I received at Grease Monkey. That is quite a claim for a doctor’s office (but I have good reason to concur with that assessment - thank you Dr. Jennifer!).

There is one simple lesson we can learn from each of these businesses: Go the extra mile with every customer. You never know when one might write a column in a local newspaper announcing to the world how they were treated. Even if they do not use the power of the media, customers have a way of spreading the news. News of good service spreads quickly, but not as quickly as stories of bad customer service! Just remember, good customer relations are good for business!

Posted on May 21, 2005 11:30 PM | Permalink | Comments (75)

May 28, 2005

Businesses and technology offer many options for watching videos

By Bruce A. Love

French classical author, François de la Rochefoucauld once declared, “the only thing constant is change.” Ironically, this statement remains unchanged, and valid, more than three centuries after his death. In business, change is expected. Businesses are conceived and die as a result of change. We see the effects of technological change on businesses and industries every day with ever increasing frequency. One industry in a perpetual state of flux is the home entertainment industry.

Video rental stores emerged in the 1980s. In the early days, there were two competing video formats – VHS and Sony Betamax. At first, both were equally popular, so stores had to carry movies in both formats. Video stores were divided. One side held VHS tapes, and the other Betamax. VHS eventually won the battle for video dominance, and has remained the movie format of choice until the recent introduction of DVDs. The gradual shift to DVDs has not affected video store operations, but the emergence of competing rental options has.

Today, consumers have several options available for movie viewing. Video (and DVD) rental stores still do well in most communities. Some, like Iggle Video, benefit from being located within supermarkets. This is no accident. Video rentals are quite convenient in this setting, and profit from many point-of-purchase (POP) sales as a result. Price of rentals at Iggle Video range from $1.99 for older flicks, to $3.59 for first runs. All videos and DVDs can be kept for up to 7 days without penalty.

While cable companies in this area do not offer “Video on Demand,” they do offer pay-per-view, which runs about $4 per movie. On the downside, pay-per-view viewing is limited to specific times the cable company runs the movie (unless you decide to record or TiVo the program). However, if you are satisfied with the limited selection offered by your cable company (mostly first runs), and find it inconvenient to browse the shelves of your local video store, this option may be right for you.

Scheduling movie rentals online, and getting them through the mail, has revolutionized the movie rental industry. Netflix, the world's largest online DVD movie rental service, offers more than three million members access to more than 40,000 titles. THAT is quite a selection! For a fixed monthly fee, Netflix delivers DVDs to your home – postage paid! When you are though with the videos, return them in prepaid mailing envelops provided. This option is surprisingly cost effective, and great if you can plan ahead for the movies you want to view.

I tend to be a bit spontaneous in video viewing decisions. As a result, I have not yet tried this alternative to video stores. I called St. Francis University, and sought the expertise of CERMUSA Senior Information Technology Adviser, Mike Shanafelt, for an insider’s perspective on movies by mail operations (Ok, this was overkill for this subject, but I’ve known Mike for several years and I’ve learned that, among other things, Mike knows movie rentals!)

According to Shanafelt, with Netflix’s most popular plan ($17.99 per month), members set up a queue online (a prioritized list) to schedule rentals they want delivered, and rent as many DVDs as they want during the month (up to three movies out at any one time). Members can keep the movies as long as they want - No time limits and NO LATE FEES! If your top choice is unavailable at the time of a mailing, your next highest item on your list is sent. “I am very happy with Netflix,” said Shanafelt. “I enjoy being able to add movies to my queue from anywhere, and I don’t have to waste gas driving back and forth to the movie store, as well as not having to worry about late fees.”

For free trials of these movie-by-mail options visit netflix.com or blockbuster.com.

It is nice to have options when considering entertainment of any kind. Netflix already has plans to shift its focus away from mail deliveries to Internet downloads when the technology supports faster, more secure, cost effective means to do so. In the meantime, you can make spontaneous movie rental decisions at your local Video Rental store, or you can “be like Mike” Shanafelt, and sign up for movies by mail.

Posted on May 28, 2005 5:22 PM | Permalink | Comments (14)

June 4, 2005

Rebategate: exposing a multi-million-dollar scam

By Bruce A. Love

Deception, lies, and cover-ups! No, this is not another article about the outing of Watergate’s infamous “Deep Throat.” I am referring to the con game some retailers call rebates.

This week, I had to make several computer-related purchase decisions. My computer was having memory issues, my wireless network was experiencing “a failure to communicate,” and my mom’s printer was beginning to sound like the Lakemont Park roller coaster. In short, I was a retailer’s dream - a customer ripe for the picking!

Before making technology purchases, I usually comparative shop online to determine fair market prices. I think this approach to getting a good deal has something to do with my Scotch-Irish ancestry (we’re “frugal”). I factor in the cost of buying online (price plus shipping costs, minus state sales tax in some cases), and weigh any online price savings against the ability to get the item today if I go to a local retailer.

One additional factor that can influence my purchase decision is the prospect of getting a rebate. Rebates are not the same as coupons or discounts. Rebates are checks mailed to the customer after the purchase and worth millions to American consumers. Unfortunately, the effort to get a rebate can be grueling, and many consumers fail to follow through with the necessary rebate requirements.

The rebate process usually goes something like this: locate the rebate form (in store or online), fill it out, cut out the UPC code from the packaging, make a copy of the sales receipt, stuff it all in an envelope with adequate postage, and mail the information back to the rebate sponsor before the deadline makes your rebate null and void. If the customer does everything just right, they should get a rebate check in 8 to 10 weeks. Even after jumping through all the hoops, consumers may still miss the rebate check that arrives cleverly camouflaged and discarded as junk mail! Too bad, you lose!

This may shock you: manufacturers do not expect every customer to successfully take advantage of their rebates! The truth of the matter is, less than 40 percent of customers follow through when rebates are greater than $20. Far fewer customers redeem rebates when the value is less than that. Is this some sort of scam? Not at all, according to people in the industry.

The rigorous rebate requirements are designed to combat fraud, not to prevent customers from redeeming the rebate. Businesses argue that if they did not have such strict rebate redemption requirements, ethically challenged customers would find it too easy to print their own money (in the form of rebate redemptions). I guess the low rebate redemption rate is just a side benefit for the company.

Of course, the intent of rebates, as with other forms of “promotional sales,” is to increase sales. However, this method is unique, in that it is designed to (1) get full retail price from those willing to pay retail, and (2) make the product affordable to customers who would otherwise forgo the purchase. In theory, those who can least afford to pay full price can still purchase the product if they will just put in a little effort to get the rebate.

Some customers are beginning to question the likelihood that they will follow through with rebates. Offering rebates can reflect badly on retailers and manufacturers who may be seen as baiting customers with rebates the customer will never see. In my case, I know from experience that there is a 50/50 chance that I will redeem the rebates to which I am entitled. While Mom’s rebate percentage approaches 100%, we found a great printer on sale that didn’t involve a rebate. The RAM I purchased from an online retailer was $3.00 more than the price (after a $20 rebate) from another e-store (this was a smart buying decision for me). After finishing this column, I have decided to purchase the $39 network adapter with the $20 rebate. Next time you see me, be sure to ask if I’ve sent for my rebate!

When considering purchasing a product that entices you with a rebate, here are a few suggestions:
> Read through the rebate requirements to make sure it hasn’t already expired, and that you qualify.
> Pick up, or download, the rebate information immediately (or risk having the rebate disappear from online sources!)
> Send in your rebate materials before using your new toy.
> Mark the expected rebate return date on your calendar.
> Watch for your rebate, and be careful not to toss it out with the junk mail.

Posted on June 4, 2005 12:01 PM | Permalink | Comments (1)

August 13, 2005

Investigate business opportunities that sound too good to be true

By Bruce A. Love

I recently received an e-mail asking about the legitimacy of home-based business opportunities advertised on television. The ads usually run late at night and use such alluring lines as, “Be your own boss!” “Set your own hours,” “Great Money,” and “Lose the commute.” All of these claims sound very appealing.

I decided to look into these companies advertising carefree, self-employed, lifestyles. I started my investigation by visiting the websites posted on the television commercials. Who knows, maybe they would be my ticket to fame and fortune.

It didn't matter which domain name I plugged into my browser - all domain names advertised on the various home-based business commercials led to identical websites. Each had an adequate layout of pictures and text, but lacked useful business information. The websites echo all the buzz phrases used in the television commercials, and are designed to appeal to would-be business owners. Pictures on the website show happy couples who evidently became successful (rich) following the advice of the business guru running the website.

The main feature of the home page is a form that visitors must fill out (in great detail) before they receive additional information. The only other link on the homepage is to the website’s Privacy Policy. This link is easy to miss because of its placement and the tiny font used on the link. The Privacy page gave me clues as to the true nature of this home-based business opportunity.

A website’s Privacy Policy page states how personal information will be handled. Few people bother to read these lengthy pages, and are therefore clueless as to what happens to their information. The privacy policies on these web pages clearly state, “… this information will be shared with third parties who engage in home based business opportunities…. We will also share your personal information with selected third parties so that you may receive special offers and promotions from them…. We are not responsible for the privacy practices or the content of such Web sites or for the privacy policies and practices of other third parties.”

The home-based business opportunities I investigated are “strictly legit.” They are just not the business opportunities we believe them to be. The business guru who developed the site will not be contacting you. Your name and contact information are sold to third parties who are looking for people ready to buy into their programs. With a bit more digging, I discovered the side of these businesses not advertised on television. They sell your information, and the information of other “qualified leads” to anyone willing to pay $200 per 15 names.

In the interest of investigative journalism, I submitted my contact information to see where this would lead. Not surprisingly, a multi-level marketing company contacted me. All I had to do is send them $10 to cover the postage for their free packet (if I didn't return it in 14 days, I'd be billed $39). It’s not important to identify which pyramid schemer jumped on this “hot and interested” lead (as the list sellers described me). All I can say is, I am not interested in selling herbal diet products of any kind, nor am I interested in selling the selling of such products!

I felt a little guilty that I cost a pyramid scheme member $13.33 just by filling out a form, but that is just one example of the hidden costs of doing business in a multi-level marketing organization. Very few people prosper in multi-level marketing organizations, and those that do, have done it on the backs of people who haven't.

If you are truly interested in becoming self-employed, I recommend contacting the Small Business Development Center at Saint Francis University (814-472-3200). They will help you gather information on starting and running a small business, and focus your efforts in pursuit of that goal. From my previous experience running the SBDC in Bucks County, I can assure you that these people will give you sound advice and steer you away from “get-rich-quick” pyramid schemes and scams. Building a successful business takes a lot of time and effort. There is no shortcut to success, and the only secret to success is hard work.

Now that “third parties” have my contact information, I am bracing for the inevitable onslaught of spam that will hit my inbox. When that occurs, I will drop that disposable e-mail address. Who needs such garbage? Two weeks ago I read a story where Russia’s biggest spammer was bludgeoned to death. Sadly, I could not muster up a tear. In the words of a popular country song, “my givadam was busted.” The trafficking of personal information belonging to unwilling victims is reprehensible, and bound to make a few enemies. So too, is the use and abuse of people at lower levels of a pyramid, who have invested their life savings.

Posted on August 13, 2005 11:48 PM | Permalink | Comments (1)

August 20, 2005

New Government Rulings Can Help Fight Identity Theft

By Bruce A. Love

Identity theft is nothing new. In the book of Genesis, Jacob stole his brother’s birthright and blessing by deceiving his father into thinking Jacob was actually his brother Esau. This deception proved very fruitful for Jacob, as he later became the pillar upon which all of Israel was built. Maybe Jacob’s success has inspired this deceptive practice, which has persisted throughout history.

Today, many of us (with good reason) have become suspicious of people and websites asking for personal information. We hear numerous stories of identity theft, and we’re warned to guard our personal information. The intent of this form of fraud is to steal a person’s property or lawful rights. Stolen identities can damage personal credit of unsuspecting victims. This can take years to correct, and impact a person’s ability to buy a car or house, or result in higher interest rates on loans for which they have applied.

I recently received a question from a reader regarding the legitimacy of a new program being offered. The program in question purportedly allows all who register, to opt out of receiving any more pre-approved credit cards. This sounds very appealing! However, after registering for this service, the reader had doubts, and thought maybe she had just become the victim of an elaborate scheme to steal identities. Fortunately for her, the program is authorized by Congress, and approved by the Federal Trade Commission.

Pre-approved offers of credit are based upon information in your credit report that indicates you meet certain requirements established by the company making the offer. Companies contact the major credit bureaus to obtain lists of consumers who meet their criteria. They use this information to determine which residents get their junk mail.

Junk mail is a timewaster and clutter generator for most targeted recipients. Offers of pre-approved credit cards may even become a source of identity theft if such mail falls into the wrong hands. However, one person’s junk is another person’s treasure, and establishing credit with a pre-approved credit card can help a young person begin to build a strong credit history if managed properly.

Starting this month, companies that offer “prescreened” solicitations of credit or insurance have been required by law to provide simple and easy-to-understand notices that explain consumers’ right to “opt out” of receiving any future offers of a similar nature. The Fair Credit Reporting Act (FCRA) now limits the circumstances in which consumer credit reports can be used to make prescreened offers.

According to Katherine Armstrong in the Office of Consumer Protection at the Federal Trade Commission (FTC), consumers can visit www.optoutprescreen.com, or call 1-888-567-8688 to opt-out of receiving prescreened loan offers. Consumers may choose to be permanently excluded from such offers, or just for 5 years. If consumers should have a change of heart, they may opt back in at any time. Copies of the FCRA rule and the FTC’s brochure, “Prescreened Offers of Credit and Insurance,” are available from the FTC’s Web site at http://www.ftc.gov and also from the FTC’s Consumer Response Center, Room 130, 600 Pennsylvania Avenue, N.W., Washington, D.C. 20580.

If you sign up to opt out of prescreened offers, you will be asked to provide your name and address, along with (I cringe) your social security number and date of birth. Assuming the website cannot be hacked, the information is securely entered into the opt-out databases, and you should see offers of pre-approved credit cards cease within a few weeks. Be aware that you will continue to receive junk mail from other companies that do not prescreen for credit card offers.

Opting out of pre-screened credit card and insurance offers may reduce your exposure to identity theft. Since these offers will no longer be delivered to your mailbox, thieves that rely on stolen pre-approved credit cards for their dastardly acts (a Federal crime) will lose that modus operandi. Of course, thieves are resourceful and will find other means, but as with other crimes, the harder you make it for them, the more likely they are to leave you alone and pursue easier targets.

With the recent surge of identity thefts by college staff and personnel (mostly professors), it is surprising that at least one local university still uses social security numbers for student IDs. Dumpster divers visiting such negligent college campuses can probably find discarded, and easily identifiable blue exam booklets in campus dumpsters. Since these “Blue Book” exams typically contain names, social security numbers, and even signatures, your campus could be a gold mine for any identity thief!

Posted on August 20, 2005 12:56 AM | Permalink | Comments (29)

September 3, 2005

Fall can be prime hunting season for new jobs

By Bruce A. Love

Labor Day is upon us, and we must accept the fact that summer has come to an end. For many, this means recognizing that our vacations are over, and it’s time to get back to work. It is an exciting time of year, as students start new classes and learn new skills and life lessons that will prepare them for adulthood, and exciting careers.

Vacations serve a vital role. They allow us to reenergize, and re-apply ourselves with new zeal, as we return to work. With the return of workers, businesses reenergize too. This is a time when new strategies are formulated and implemented, and many companies go into a hiring mode before the final push of the year. If you are dissatisfied with your current job, this can be a great time put your renewed energy into efforts to find a new job.

It is important to have the proper tools before beginning a job search. The primary tool you will use is your resume. A good resume can effectively represent your career accomplishments and make it easy for employers to understand your value to their organization. A poorly constructed resume can make it easy for an employer to place your application for employment in the “not interested” pile. There is no time like the present to update your resume, and make sure it effectively represents your skills and accomplishments.

Writing a resume can be challenging. Sometimes, the task can seem like too much of a bother, and we decide to use the same old document we’ve always used, which is probably about as current and fashionable as a 1980s sitcom. Every so often, your resume, and your career, deserves a good makeover.

There are a variety of resume formats. Each form is acceptable, though some are more effective under certain circumstances. Three popular resume formats are: “chronological,” “functional,” and “hybrid.” Depending upon your situation, and the career highlights you want emphasized, you can select a format that best showcases your value to targeted employers.

The “reverse chronology” resume is the one most job seekers use. This form has sections for Career Objective, Experience, Education, Skills, and Interests. It lists jobs and education in reverse chronological order, and emphasizes most recent activities. This enables potential employers to quickly assess your career progression, and view your current job responsibilities. This is a good format to use if your career has followed a predictable path, and the job you are seeking is consistent with the career path highlighted by this progression.

The “functional resume” has topic headers that are similar to those of the chronological resume, but emphasizes career accomplishments over what activities you performed for your most recent employer. If your most recent job was not as exciting, nor as impressive as previous ones, this is an ideal format to use, since it allows you to shift the emphasis to the most impressive accomplishments of your career. My son’s first job was in a 4-star restaurant where he started as a dishwasher, but quickly advanced to performing pastry prep and banquet arrangements. This is an impressive accomplishment for a young person. When we relocated, Tim took a job as a “cook” at a local chain restaurant, where he basically reheated pre-cooked food. The “functional resume” allowed him to showcase his accomplishments with the more prestigious employer. This enabled other restaurants to focus on the more skilled tasks rather than the more recent position, which required very little culinary skill.

Sometimes a “blended” or “hybrid” resume can be the most effective. The hybrid resume lists career accomplishments (functions) in great detail, and briefly lists employment history in chronological order. This allows you to showcase the most important accomplishments performed during your career, while giving potential employers a quick overview of your employment history.

As you enjoy this Labor Day weekend, use your renewed energy from the time off to focus on improving your career. If it is time for a change, give your resume a makeover and use it to land a better job.

To see examples of the three resume types, visit: www.enetsc.com/ResumeTips25.htm.

Posted on September 3, 2005 6:36 PM | Permalink | Comments (2)

September 4, 2005

Some Small Businesses are Family Affairs

By Bruce A. Love

Like many small business owners, Travis Smith got his start working for someone else. He did this in a business he would eventually call his own. Unlike most other business owners, Travis got his chance to become a business owner early in life - shortly after graduating high school at the age of 18.

Last week I had an opportunity to sit down with Travis, at his OIP Pizza restaurant in Claysburg, to discuss his experiences as a young business owner. Over the years, I have met with hundreds of business owners, and people who were interested in becoming self-employed. Few, however, have demonstrated the determination, drive, and poise I see in this young man. Travis Smith is truly motivated to make his restaurant succeed.

Since re-opening the OIP restaurant “under new management” on August 1st, Travis Smith has had to make a series of tough decisions – any one of which would be challenging for many seasoned business owners. In the brief time Smith has owned this restaurant, he has refined his menu, improved some recipes, hired all new personnel (except for one exceptionally talented pizza chef whom he retained from the previous owner), dealt with disputes with neighboring businesses, dispelled stories spread by a local rumormonger, cut expenses while supporting local suppliers in Blair County, discovered the importance of inventory control, and developed strategies for future growth.

Travis Smith’s familiarity with business cycles, revenues, and expenses indicates to me that he knows this business from top to bottom. This insight comes from his experience working in the business before purchasing it, observing what worked and what didn’t work, and studying the financials of the business. Travis also acknowledges the value of a business skills course he took in high school while enrolled in the Ag Prep curriculum at Central High School in Martinsburg. Of course, he also learned a thing or two by watching and helping his father with the family’s construction business, Smith and Sons.

Business ownership comes with a price. While friends were making the most of their summer vacations (hanging out, having fun and wasting time like most teenagers), Travis was spending about 70 hours per week with his business, ensuring that everything would work, and that he would be able to build a successful business to meet his career goals while serving the needs of the community.

The OIP in Claysburg is something of a family affair. Travis Smith benefits from the labors of his a sister, Kelly, and brothers Brian, Henry, and Dorsey. Travis’ biggest lift in business, however, comes from his father, Lowell Smith, whose small business experience is an invaluable resource for the younger Smith. Lowell also made it possible for Travis to secure the necessary funds to purchase the business from the previous owner (lenders typically don’t like to make loans to young, unproven small business owners lacking collateral).

Before opening for business, Lowell offered his son this advice: “Stay on top of things, stay focused, anticipate problems, and work your [buns] off!” This is great advice for anyone starting a business. When asked if Travis always takes his father’s advice, Lowell replied, “Most of the time.” Judging from my conversation with both father and son, the two enjoy a great relationship and share a mutual respect for one another. A supportive family is very important when launching and running a business.

The OIP in Claysburg (814-239-8900) offers dine-in, take-out, and delivery to a wide area. It is open seven days per week, and looks to expand its services to include breakfasts. Their most popular menu items are pizzas (in my opinion, excellent), wings, and steak subs. In researching this business, I discovered that Lowell Smith also enjoys participating in some culinary aspects of his son’s business. Regrettably, after thoroughly enjoying a large pizza at the OIP, I lacked the capacity to try the German chocolate cake ($0.75 per slice) and the chocolate cheesecake ($1.50 per slice), which Lowell makes for the restaurant. I think this will require another visit over the mountain to rectify that oversight!

When I asked Travis Smith what advice he would offer to other young people who are thinking about starting a business, he replied, “Age does not matter. If you put your mind and heart into it, you will succeed.”

Posted on September 4, 2005 4:05 PM | Permalink | Comments (2)

September 10, 2005

Enterprising companies are blogging for business

By Bruce A. Love

As a small business owner, I am always interested in finding innovative ways to attract new clients. Such efforts typically involve a variety of marketing activities. Lately, I have been considering the use of web logs (blogs) to help promote business. It is important to implement this strategy carefully to avoid disastrous results.

Blogs have been around for a number of years, but they have only recently gained popularity with the growing masses of technology-savvy Internet users. Blogs come in a variety of forms and serve a wide range of purposes. Some are personal online journals or diaries that individuals post for the entire world to see and comment on. Others are highly political, and push liberal or conservative agendas. Blogs also are starting to be used by businesses to quickly distribute important information to customers, collect feedback, or perform damage control to offset negative publicity about a company’s products or services.

Last fall, I wrote about blogs for the first time (see “Politics has gone to the blogs” on the Articles page of my Web site – www.loveconsulting.com). Political blogs are as active as ever, and are on the frontlines of battles between politically opposing views (see littlegreenfootballs.com and dailykos.com to see how opposite ends of the political spectrum spin the same news stories). Blogs often break news before any other news media. Maybe this is because so many people have access to the Internet and can contribute their views and opinions of events as they unfold (no need to wait for a reporter). The delay in mainstream media reporting may also be due to the fact that established news media waits to corroborate stories before distributing them to the public. This, theoretically, makes mainstream media stories somewhat more reliable than those reported and discussed in the blogosphere (they have the blessing of an editor who is held accountable for content published or broadcast by his or her news agency).

Many enterprising companies are finding that blogs can be a powerful force in promoting their products. Most, however, are taking a wait-and-see approach regarding blogging as a means of marketing. After observing some blogs in action, I can understand the hesitation to use this new media. The dialog in an unmoderated or weak blog can go in unanticipated directions. I have seen more than one company shut down their blogs when the “wrong message” was getting more exposure than the ones endorsed by the company.

A dissatisfied customer, or a rival posting comments as a customer, can introduce negative attitudes toward a company’s products. Such people are referred to as “trolls” in the blogosphere. It is said that a blog hasn’t truly “arrived” until it has its own trolls. In an unmoderated blog that has strong customer support, trolls making disparaging comments, are verbally assaulted and discredited by other bloggers, and the reputation of the company is preserved. Such attacks can even elevate the reputation of the company in the eyes of the public, as customers see more persuasive posts by supportive bloggers defending a product.

It takes a skilled and knowledgeable moderator to artfully craft a blog that will disseminate information in such a way as to represent the organization’s best interests without sounding like an infomercial. In addition to having a good command of the English language, blogmasters must know and respect the corporate mission and strategies, and have complete access to top management in order to promote the interests of the organization effectively. Blogmasters should also work closely with the organization’s public relations department.

Blogs will not replace the need for other marketing techniques. They are just another tool in the arsenal of the skilled marketing professional. In the hands of an unskilled blogmaster, blogs can produce disastrous results that can harm an organization. It is best to use this new marketing tool with care.

My concern in launching a business blog is not that I would have trolls (I can handle those), but that it might have very few contributing bloggers. The lack of evident blogging activity would create an impression that the business had no customer following, and subsequently would not be viewed as a “real” business. For the time being, I plan to ease into business blogging by posting to other established blogs, and occasionally place links in those posts to my company Web site. By tactfully introducing links when blogging topics seem appropriate, I would avoid being accused of “pimping” my Web site (a term used in the blogosphere). By using this approach, a company can test the blogging waters without the risk associated with a hostile or non-existent blogging audience.

Posted on September 10, 2005 6:42 PM | Permalink | Comments (0)

September 17, 2005

Use the Internet to Make Job Searches More Productive

By Bruce A. Love

Online job searches are finally living up to their hype, as more jobseekers than ever before use the Internet to find the jobs of their dreams. Job-hunting has become both easier, and more expansive, with the growing use of online career services. By combining traditional job-hunting techniques with online services, job seekers can make their searches more productive.

The task of job-hunting is a challenging one regardless of which search methods are used. We recently discussed the importance of a well-crafted résumé (see the September 3rd column at www.loveconsulting.com/Articles.htm). Writing an impressive résumé, however, is just the first step taken in the hunt for a new job. The next step - locating suitable jobs based upon individual skills and interests - can be even more challenging.

The Blair County CareerLink in Altoona, part of the Pennsylvania CareerLink program, is an excellent resource for job seekers. This organization is a cooperative effort that involves state and county resources, and receives support from other organizations in the private sector. According to the Blair County CareerLink Site Administrator, Jacki Weidley, these offices offer one-stop-shop career services for job seekers, employers, and other interested individuals.

One valuable tool available from CareerLink is a comprehensive list of online job search resources. You can pick up this list for use at home, or you can use the CareerLink computer lab to conduct job searches or develop a résumé. If you are uncomfortable with computers, or the use of the Internet, CareerLink offers free training and assistance in their use and can help you reach potential employers. For more information visit www.pacareerlink.state.pa.us, or call (814) 940 - 6200.

Most job search Web sites require online registration. Usually, this is free (if it isn't, skip that site and find another). Registration will enable you to apply online for jobs of interest, and store résumés and cover letters for future use. I recommend developing one generic cover letter, which can be tweaked to address specific jobs of interest.

If you have an existing résumé, you can cut and paste portions of it into the online registration forms. By using an existing résumé you can make the lengthy process of registration somewhat quicker. Once registered, you will be able to apply to many jobs very quickly.
Below are some highly recommended job search Web sites:

If you are interested in the prestige of working for the Federal Government (as well as the job security and benefits that go along with it), visit http://www.usajobs.opm.gov. USAJOBS is a huge database of Federal jobs, which can be searched in a variety of ways. As I write this column, there are nearly 20,000 jobs posted on this Web site! You can restrict your job searches by specifying acceptable locations, job descriptions, or by stating minimum salary requirements. If you are open to relocation, this Web site can be an especially powerful tool.

Monster.com is probably the biggest, and best known, online job search tool. You can search for jobs worldwide on this site. Monster also allows you to set up "agents," which continuously search for jobs matching criteria you specify. When Monster agents find jobs matching your requirements, you will receive e-mails detailing these jobs.
Indeed.com may be the most powerful online job search utility. This Web site searches most of the other job search Web sites. While it is great for finding jobs, you still may have to format résumés to meet the specific application requirements for the job sites that actually post these jobs.

In addition to Web sites dedicated to finding jobs, don't forget that most large organizations post "Employment Opportunities" on the organization's Web site. If you are interested in jobs with a specific employer, make sure to visit these sites regularly.

Internet job search tools provide more opportunities than ever before for finding the job of your dreams. Be prepared to follow that dream to distant lands if that dream job takes you there!

Posted on September 17, 2005 5:05 PM | Permalink | Comments (9)

September 24, 2005

Real columnists don’t Rollerblade in Speedos

By Bruce A. Love

I know better than to write about “rollerblading in one's speedos while listening to muzak.” I take pride in avoiding such indiscretions. In a recent column, however, my editor had to stop me from committing an equally egregious gaffe. With one stroke of her mighty pen, Kristin Heinbaugh slashed what I thought was a perfectly appropriate piece of alliterated prose. By doing so, she saved me from committing an act of trademark infringement!

I was surprised to learn that my reference to "dumpster diving" was an inappropriate use of a legal name. This term is commonly (and improperly) used in our modern-day culture to describe techniques employed by identity stealing trash pickers. The truth is, "Dumpster," "Rollerblade," "Speedo," and "Muzak," are all trademarked names for commercially available products or services. They are therefore afforded certain legal protections as "intellectual property." I know about intellectual property. In fact I have taught marketing courses in which I addressed this topic, and I have often reminded students not to use terms such as "Xerox," when they really mean, "photocopy;" or "Kleenex," when they mean "facial tissue." This time, however, I honestly thought that "dumpster" was the generic name for all large commercial garbage bins. I was wrong - it is a trademarked name owned by the Dempster Dumpmaster Company.

Company names and product names can be very valuable assets. The last thing a business wants is to have its name reduced to a generic term that all its competitors can use. Unfortunately, this is exactly what happens when names are mismanaged. Can you imagine a world in which most people call all food storage bags, “Baggies,” all wet/dry vacuums, “Shop-Vacs,” and all cotton swabs, “Q-tips?” The answer, of course, is that we can imagine such violations of trademark law very easily!

Unlike other forms of intellectual property (namely patents and copyrights), trade names and trademarks must be actively used and defended. Copyright and patent holders can "sit on" such intellectual property to prevent its use, but a trademark owner who fails to defend it against infringement may lose the exclusive right to use it. This is true even if the name has been registered with the United States Patent and Trademark Office (www.uspto.gov).

Some companies are fighting a losing battle to maintain control over their intellectual property rights. When you get a cut, do you yell, "Someone get me a Band-Aid!" or do you

use the legally correct term when you call for “self-adhesive bandages”? This misuse of a trademarked name can cause the name to become generic, and therefore become fair game for general use in the public domain.

At one time, columnists were not permitted to write about bikini-clad beach beauties. This was not because of the risqué images that could be evoked by talented writers, but because "Bikini" was a brand name. So, too, were “Shredded Wheat,” “Cellophane,” and “yo-yo.” Each of these product names became so popular, that public (and in some cases corporate) misuse of these names caused the company to lose exclusive rights to those names! The terms are now extensively used by the competitors of the original products.

Even companies that have only been around for a short time are at risk of becoming "genericized." If I were doing Internet research on pop female superstars (NOT "pop tarts"), it would be improper for me to “google” Britney Spears (this might be improper even if "Google” wasn't a registered trademark for a popular search engine!).

Here are several precautions you can take to help prevent products from becoming generic:

> Use registered trademark symbols in all published materials.
> Always use a trademark as an adjective modifying a noun (We should have been saying, “Look at that Bikini swimsuit!,” not “Look at that Bikini!”).
> Always distinguish trademarks from surrounding text by using initial capital letters, all caps, italicized text, or bolded text.
> Never use a trademark as a verb. (You should never TiVo your favorite television programs, nor should you “Google” Britney).
> Never use the trademark in the possessive form like, “My Bobcat’s wheel fell off.”
> Never modify a trademark to the plural form. Instead, change the generic word from singular to plural. (Always “Pass the Oreo cookies;” never “Pass the Oreos”).
> Give legal notice to anyone violating the above rules in reference to your product.

For a comprehensive and informative look at trademarked names, visit www.inta.org/tmcklst1.htm.

Posted on September 24, 2005 3:11 PM | Permalink | Comments (5)

November 14, 2005

A Healthy and Happy Culture makes for a Productive Work Environment

By Bruce A. Love

Ok, I’ll admit it. My Philadelphia Eagles have become a dysfunctional football team. Last year, the team played like a well-oiled machine with all parts functioning together with one goal: the Super Bowl. Even when players got injured, they seemed to channel their energy to the other members of the team, along with their will to win - egos were set aside. Unfortunately, Super Bowl victory eluded the Eagles, but it was great to see them make a good run at it last season! We all thought, “next year!”

Oh what a difference a few months make! The culprit was selfish pride and a souring culture in the Eagles’ organization. Whereas team pride can propel an organization to greatness, individual pride fosters resentment and even hostilities between team members. Such negative attitudes reduce the will to perform and adversely affect an organization’s effectiveness.
There is no doubt that Terrell Owens is a great wide receiver. When he was acquired (from another team that had had enough of his antics), the Eagles’ management, players, and, in fact, the whole city of Philadelphia rejoiced. Owens was the weapon that was missing from the team’s arsenal – the weapon that might enable the team to fulfill its destiny.

This year, Owens, recognizing his own greatness, and believing that he deserved more than he had agreed to in a formal contract, did not come to terms with the concept that a promise is a promise. In his mind, just because he had agreed to a contract shouldn’t mean that he should honor it if he felt he deserved more! Would Owens have tried to renegotiate for less money if he had not performed up to the level of the team’s expectations? Not likely. And so, the “groin pulls” and “tender this” and “tender that” began in the off-season. These symptoms limped along into the regular season. His attitude degenerated and hit a new low last week when he lashed out at team members and was suspended from the team. The probable outcome is that he will never again play in an Eagles uniform.

The case of Terrell Owens is a classic example of the “equity theory of motivation.” After an exceptional season last year, Owens determined that what he was being paid, as compared to what others on the team and other wide receivers in the NFL were being paid, was not fair. Under the equity theory, there is a tendency to make things equal (fair) by either increasing the pay to match the performance, or decreasing the performance to match the pay. When he was unable to renegotiate the contract, Owens reduced his level of play to match what he perceived was inadequate pay.

Perceived pay inequalities are but one factor that contributes to the deterioration of a corporation’s culture. Hostile work environments in which an employee feels threatened or harassed by others in the workplace will also create an unhealthy corporate environment (i.e. Owens locker room antics). In many instances, managers are to blame for creating or allowing a situation to exist in the workplace. Other factors that can contribute to a less-than-optimal corporate culture include underutilizing and under appreciating employees. These problems usually stem from poor communication between management and employees. The symptoms of a deteriorating culture include:

> increased turnover
> increased “sick” days taken
> employees spending as little time as possible at work
> low attendance at company events
> difficulty hiring talented people
> lack of honest communication and understanding of the corporate mission
> an "us-versus-them" mentality between employees and management

All of these symptoms affect the bottom line, and never exist in a well-run organization. Companies can improve the corporate culture, and therefore improve corporate performance and profits, by practicing a few basic rules:
> Treat all employees fairly and demonstrate respect for them
> Listen to ideas and involve all employees in identifying ways to improve your company
> Acknowledge outstanding contributions from employees at every level
> Keep communication channels open
> When you get a Terrell Owens, remove them from your organization before the attitude spreads throughout the entire organization.

Posted on November 14, 2005 3:25 PM | Permalink | Comments (0)

November 17, 2007

Giving thanks for local businesses

By Bruce A. Love

Thanksgiving is one of my favorite holidays. It’s a time for family, feasting, reminiscing, and giving thanks for all that we have. It's a great topic to write about. Last year, I asked my wife to write my Thanksgiving column for me - she has much more experience with the culinary aspects of the holiday. Karen crafted an entertaining column with useful links to Thanksgiving history, trivia, family projects, and preparing holiday menus. The column is now posted at blog.loveconsulting.com for anyone wanting to host the perfect Thanksgiving feast. In this Thanksgiving column, I decided to acknowledge and “thank” local businesses, merchants, and employees who give customers truly enjoyable experiences.

When we moved to Roaring Spring six years ago, Karen and I quickly learned that our house required a lot of TLC. Fortunately, we discovered Long’s Outpost in Martinsburg. The Outpost has become a destination stop for visiting family members! Observing the awe and joy in the eyes of customers experiencing the Outpost for the first time reminds me of expressions on the faces of kids on Christmas morning. It’s an awesome store!

After our kids started school in the Spring Cove School District, kind neighbors told us we could find school athletic wear at “the department store.” “Which department store is that?” I asked, being accustomed to having numerous department store options in the same town. I soon learned that “The Roaring Spring Department Store” is the ONLY department store in town. Proprietors Doug and Jo Ellen cheerfully “mingle” with customers and help them select everything from housewares to hardware to underwear. They also sell furniture and appliances!

Mountain View Market is a new addition to The Cove. Located on Highway 164 between Roaring Spring and Martinsburg, this Pennsylvania Dutch market is truly a marvel. I have never experienced such meticulous order and cleanliness in any food market anywhere! Last week, as we approached the checkout with three pumpkins that were destined to be used in pies, the manager told the cashier not to charge us for them, saying that he sees us in there frequently. Now THAT’S customer relations!

No review of retail establishments in “the Cove” would be complete without mentioning Bickel’s Surplus Store. Like Long’s Outpost, Bickel’s has become a destination stop for visiting relatives. With Christmas right around the corner, Bickel’s offers affordable alternatives to some “super store sales”!

Down the road from Bickel’s, we give thanks to Deb and Todd for serving up a great “cup o’ Joe” and letting us “have it our way” at one of the Cove’s local burger joints, but we especially enjoy our weekly trips to Giant Eagle where we always have a friendly chat with Cathy or Sue.

Each time I return from the big city, I gain a new appreciation for the friendly faces and greetings we get from local business owners and their workers. Unfortunately, there’s a downside to having so many great businesses. When I have to decide who cuts my hair, I have to choose between Jen and Kira at “Mandie’s Hairs to Ya,” Jerry Burke’s Barber Shop, or Barry Rodgers Barber Shop (Duncansville). Maybe I should just get my hair cut more frequently!

To all the great local businesses and workers, and to all those I did not mention, thank you, and have a Happy Thanksgiving!

Posted on November 17, 2007 12:36 AM | Permalink | Comments (87)

February 1, 2008

Master the Art of Interviewing

By Bruce A. Love

Happy Groundhog’s Day! Punxsutawney Phil came out of his burrow today and observed the stock market in turmoil, unemployment up, mortgages in default, and the government talking about handing out tax rebates in an effort to stave off a recession. Under such harsh economic conditions, Phil has predicted that unexpected job and career changes may be on the horizon and recommends workers sharpen their job interviewing skills! With such predictions, I’ve decided to share information that may help you prepare for your next job interview.

Interviews give job seekers an opportunity to showcase their qualifications and talents. Many people dread job interviews, but they can be a rewarding experience – especially if you are able to land the perfect job! I have been on both sides of the interviewing table, and participated in interviews that have been conducted in a variety of formats. There are one-on-one interviews, panel interviews, and a style I refer to as the relay interview where the interviewee is grilled by one individual before being led to other offices, and may last many hours depending on how many interviewers participate.

My favorite interview format, both as an interviewer and interviewee, is the panel interview. While some interviewees dislike this format because they feel like they are in front of a firing quad, I prefer it because it gives me the flexibility to shift attention between people and answer all questions just once rather than having to repeat my responses (as is the case in a relay interview).

Prior to any interview, you should try to learn as much as you can about the company. You can often do this online by visiting the company’s website, or you might find articles about the company. You also may know people “on the inside” who can tell you important information about the company. With a little research, you will find that you can talk knowledgably and confidently during the interview as you relate your skills to the company’s needs.

It may seem obvious, but you should also be intimately familiar with what is on your resume and particulars about your work experience. Be prepared to elaborate on every item on your resume, and have responses ready to explain any gaps in your employment history.

As the saying goes, “practice makes perfect.” A list of common interview questions is available at www.job-interview.net. Click on the link for the Interview question bank and select “Job Function Index” or “Career /Job Index” for questions and suggested answers for specific job titles and duties.

Here are some parting words of wisdom from someone who has been a part of many interviews:
* Get plenty of sleep for 2 nights prior to the interview
* Be well groomed and dress appropriately.
* Arrive early.
* Be enthusiastic, maintain eye contact, give firm handshakes, and don’t slouch.
* Send a short thank you note within 24 hours of the interview.

The art of interviewing is mastered with a lot of practice and preparation. If you do, Phil will be predicting great things for you in 2008. For more information about how to handle job interviews, visit the Bureau of Labor Statistics (www.bls.gov/oco/oco20045.htm).

Posted on February 1, 2008 4:27 PM | Permalink | Comments (1)

May 11, 2008

Brown bag lunches can build skills and teams

By Bruce A. Love

As a child, I always took a brownbag lunch to school. My favorite was an egg salad sandwich, Tastykakes (I lived in the Philly suburbs after all), and a piece of fruit. I liked to brown bag my lunches because I could breeze past the lunch line, get my choice of cafeteria tables, and sit down to lively discussions with the guys. Occasionally a girl would sit at our table, but I think that stopped after one boisterous conversation that ended with me scooping up the whip cream from the girl’s Jell-O salad and flinging it in her face. I don’t remember what she said to provoke the incident, but fourth graders don’t need much provocation to resort to throwing food.

I still brownbag my lunch most days, although lunches today usually consist of a yogurt, a 100 calorie snack and a piece of fruit. I often eat while working at my desk, but occasionally I get together with friends at the office to discuss current events and other topics of interest. Sometimes we turn our lunches into real events and organize “Brownbag Lunch Workshops” or seminars and invite others to join. Brown bag lunch get-togethers are fun, educational, and can strengthen team relationships in the office.

Brownbag seminars normally run an hour or so. Originally they were scheduled around lunchtime and participants were encouraged to bring their own lunch in a bag.

As a host, lunchtime presentations give me an opportunity to sharpen my teaching and training skills. I get to talk about topics that I think would benefit others, or that I think others would like to hear, see, or learn about. As an attendee of brownbag lunch presentations, I always enjoy having an opportunity to learn something new – including topics that will help me become better at what I do in the workplace.

Some lunchtime topics are intended to improve various skills, while others are just for fun. Vacation slideshows are a favorite topic for some to talk about. On one occasion, an intern showed slides of his trip to Europe that included an audience with the Pope – talk about connections! Last week I gave a lunchtime presentation on genealogy and finding one’s roots. I think the discussion helped to motivate others to dig deeper into their ancestry. Even these non-work related topics have a purpose in the workplace: they help to strengthen team relationships, which can improve the communication process in the organization.

Many brownbag lunch presentations are technical and instructive. I have offered presentations focusing on MS-PowerPoint and other topics specific to the mission of my organization. Most of us have some area of expertise that we can share with others to help everyone work more safely or perform more effectively in the workplace. Brainstorm with your boss and colleagues to figure out what topics would be of interest. Organizations appreciate initiatives that strengthen the team spirit – especially efforts that also improve workplace performance. Bosses frequently allow employees to stretch their lunch break to accommodate brownbag lunch discussions – especially if the boss is invited! Just be careful not to start any food fights!

Posted on May 11, 2008 11:13 PM | Permalink | Comments (14)

June 21, 2008

An inconvenient expense (Part One)

By Bruce A. Love

Gasoline prices have soared over $4 per gallon and there are indications that the rising cost of fuel hasn’t peaked yet. The current fuel crisis is affecting Americans in a hard way, as many search for alternative means of transportation and try to cope with the high cost of fuel oil in order to heat homes. Those on fixed incomes are affected most. Something has to give. I’ve decided to tackle this complex and sensitive topic in a two part column. As always, I invite your input on my blog (www.blog.loveconsulting.com).

It is difficult for most of us to understand why fuel costs have skyrocketed. However, in a free market (the most efficient, fair, and free economic system), prices of goods and services are determined by the mutual consent of sellers and buyers. Price decisions are made according to the economic principles of supply and demand. When demand is low or supplies are high (e.g., a product is overstocked), prices must drop in order to sell the product. Conversely, when supplies are low or demand is high, prices rise because the seller can get a higher profit. However, prices cannot continue to rise indefinitely in a free market economy because when others see very high profits, they will enter the market and compete for a piece of the action and thereby drive down costs. We, the consumer, can help to determine the cost of goods by our demand for them. In a free market economy, competition between vendors tends to decrease prices and increase the quality of goods because we (the consumer), when given a choice, will shop for the best product for our money.

The oil industry is experiencing an increase in the demand (primarily due to growing industrial economies worldwide). The Organization of the Petroleum Exporting Countries (OPEC), which manages much of the world’s oil supply, has determined that under current conditions of higher demand for oil and little in the way of competition, they can charge much more then they could previously. In order to drive the price of oil down, consumers must either demand less oil, produce more oil domestically, find alternatives to products made with fossil fuels, or a use combination of strategies.

Faced with difficult situations, Americans have always been able to assess challenging situations, develop plans of attack, and overcome adversity in grand fashion. As the saying goes, “necessity is the mother of invention,” and the current conditions have highlighted some very real necessities. Already, we see American ingenuity beginning to address the problem of higher fuel prices. Some solutions may take years before they have an effect, but others can have an immediate effect on lowering the amount of money we spend on fuel and other products made with petrochemicals. As individuals and families, we owe it to ourselves to take steps to lower our fuel expenses.

In our next column, we examine strategies that would have immediate impacts on national and individual demand for foreign fossil fuels, as well as exciting new strategies and options that have promise for long-term cheap and clean domestic energy. It’s an exciting time. The temporary discomfort we are experiencing now will inspire innovation in the future.

Posted on June 21, 2008 1:25 PM | Permalink | Comments (210)

July 12, 2008

An Inconvenient Expense (Part 2)

By Bruce A. Love

In my previous column, I began to explore the complex and contentious topic of escalating fuel prices. We used the economic concepts of supply and demand to explain why fuel prices have soared. In that column, I also expressed confidence that Americans would overcome the current economic crisis created by the high cost of fuel, as they have overcome other challenges throughout history – by using ingenuity to develop better solutions.

In the short term, we can take some obvious steps to reduce fuel and energy expenses. Anyone who survived the 1970’s is familiar with fuel-saving strategies such as car pools, public transportation, and adjusting home thermostats to save energy and expenses. With the cost of home heating fuel being double what it was last winter, I am also seriously considering a variety of furnace options, fireplace inserts, and necessary chimney repairs, to avoid paying thousands of dollars on home heating fuel this winter. Unlike oil-rich regions in the Middle East, firewood and coal are not in short supply in these parts of Pennsylvania.

Another fuel-saving option is telecommuting. This is the practice of working from home instead of commuting to work. While telecommuting is not practical for some types of work, it often works well for employees who normally function in an office environment. Check with your employer to see if they will allow you to telecommute.

One option that is receiving attention lately is a grass-roots movement to lift the ban on off-shore drilling and begin extracting oil from the vast deposits of oil under the Arctic Ocean and in oil-rich areas of Alaska. Historically, the concern has been that drilling may disturb the ecology of these regions, but if strict laws are put in place to guaranty minimal impact to plants, animals, and scenery, the resulting increase in domestic oil supply would put downward pressure on the prices we pay. The decision to drill now may not affect prices for several years, but why put it off any longer? If you agree with the “Drill here, Drill now, Pay less” campaign that will lower energy costs in the future, join nearly 2 million other Americans who have already signed the online urging Congress to lift the ban on drilling our own oil reserves (www.americansolutions.com).

As an alternative to fossil fuels, some people are becoming very creative. If you search for “Biofuel man” at YouTube.com you will find a series of videos that explain how to use waste restaurant grease to power a diesel vehicle. Really!

Oil and coal can’t last forever. I am all for clean, “green,” renewable energy. You can’t get much cleaner and greener than one promising technology that extracts lipids from algae to produce a full range of fuel products, including diesel, gasoline, and home heating fuel. According to scientists who work in this emerging field, 10% of the desert state of New Mexico could produce enough algae to satisfy all the energy needs of the entire United States (see http://www.youtube.com/watch?v=_ToojK_MJd0).

In the short run, the American economy will continue to rely largely on fossil fuels, but the future may be solar, wind, fast food grease, or algae! These are exciting times!

Posted on July 12, 2008 12:42 PM | Permalink | Comments (134)

October 24, 2008

Blogging new horizons

By Bruce A. Love

Over the past 5 years I have enjoyed writing about business and technology issues and sharing information with the readers of the Altoona Mirror. I have appreciated the questions, comments, and kind words expressed by many readers, and I’ve especially enjoyed hearing from those who were able to make good use of information presented in my columns. And so, it is with mixed feelings that I bring this column to a close.

Throughout my career, I have changed directions many times – sometimes intentionally, sometimes unintentionally. The truth is, I enjoy changing gears and trying new things and going in completely different directions from time to time. I want to experience it all and staying in one place too long takes time away from trying something new. After five years and approximately 200 columns, it’s time for me to leave newsprint and seriously explore the blogosphere!

Blogs are the heart and soul of what many call the “new media.” Some blogs are merely personal spaces on the Web where individuals express opinions or exchange information about a favorite hobby; others are tools that technologists use to help each other understand and develop solutions to complex problems. Still other blogs are forums for expressing views about the economy, the environment, or other important and controversial topics.

Political changes are on the horizon and there is so much to write about. Unfortunately, a lot of what I want to say would not be appropriate for this column on business and technology. I want to write about politicians calling their constituents “rednecks” and “racists.” I want to write about Hollywood and media elitists who attack the average “Joe” for expressing his opinions. I want to dig for the truth in news stories and help to expose the lies and deceptions we often hear about from “trusted” news sources. With my own blog, I alone am responsible for the content and tone, and I won’t have to worry about putting anyone else in the awkward position of defending my views. Bring it on!

My blog is called “Love Lines,” and is located at blog.loveconsulting.com. Currently, it only displays columns that have appeared in the newspaper (plus one that didn’t). Collectively, these columns serve as a nice resource for anyone wanting to start a business, those already in businesses, and anyone who wants to know more about personal computers and online resources. The columns are searchable by subject or by date. I will continue to post similar columns online, but my primary focus will be to voice opinions about edgier topics, like politics. I welcome any Altoona Mirror reader to visit me on Love Lines and express their views on any posted topic, including this column!

I am grateful to have had the opportunity to write for the Altoona Mirror. The experience has allowed me to sharpen my writing skills and meet some really interesting people. I particularly want to thank Ray Eckenrode, Executive Editor for the Altoona Mirror, who gave me my start at the Mirror, and the editors who helped me adapt to the AP style of writing. Most of all, I thank you, the readers! I look forward to continuing our exchange of ideas in the blogosphere.

Posted on October 24, 2008 10:28 PM | Permalink | Comments (70)

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