What is Extraordinary Customer Service ?

In the current economic climate we tend to complicate matters by tuning into the negative press that surrounds us: the market is more down than up tourism is hampered by the fires and the overall ‘gloomy’ market some have lost their jobs a number of businesses are struggling. Yet the only matter we have any control over is the quality or level of customer service we provide for our customers. From the moment we pick up the phone or open our doors for business, we send signals to many buying customers every day.

The question to be asked is, what kind of signals are we sending?

For example, I was recently shopping for paint products for my classic car. I needed professional help to match a colour for the interior of my car, since the colour is not one that can be easily matched. Two outlets were referred to me at a recent car event held locally. I decided to visit the two stores and see what I might find.

Customer Experience Number #1
As I entered the first store I noticed that the clerk was busy assisting a lady. I was not acknowledged by the clerk and I also noticed that the store was not well laid out there were unpacked boxes all over the store. I decided to walk around and check out the inventory, and after five minutes I went back to the main counter. The lady had left but the clerk was nowhere to be found! I heard a noise coming from the next aisle and walked over to see the clerk working away.

I asked for some assistance and explained what I was looking for. The clerk explained that they were short staffed and had lots of stock to unpack. He also told me they could match the paint but that it was really tricky to match perfectly. The clerk was helpful but I could not help feeling that he was distracted and really not overly interested in my business. I obviously wasn’t a priority for him. He showed no real interest in my request and just gave me a price sheet with a breakdown of the services they offered. I left without making a purchase!

Customer Experience Number #2
When I entered the second store I noticed the clerk was busy, but this time I was acknowledged. The young lady smiled and mentioned that she would be with me in just a few minutes. I walked around the store and noticed how tidy it was. The shelves were well laid out and the store looked like it was ready for business. Within a few minutes I was greeted with another smile as the clerk said, “How can I assist you?”

I explained my situation and the issue of matching the paint. She asked me a few questions about my specific needs and mentioned that they specialized in paint matching and that she had personally helped many car enthusiasts match their paint colours in the past.

She also mentioned that she had access to paint swatches of vintage cars but she needed a sample so that she could better match the colour. We agreed to a time frame and a price, and we struck a deal. I left with a great feeling of having received extraordinary customer service. Suffice it to say that I will be back to do more business with this second store!

Perhaps it’s time to reflect on the kind of customer service your company is providing for its customers. What processes do you have in place to ensure all customers receive an extraordinary experience? What kind of ‘culture’ have you fostered in your company?

To help you with this, here are a few key areas of Customer Service to think about:

1. Friendliness – This is the foundation for great customer service, and is usually characterized by the customer being acknowledged and greeted graciously, with warmth. A customer shouldn’t feel like they are an intrusion on the service provider’s work day!

2. Understanding and empathy - Customers need to feel the service person understands and appreciates their circumstances and that they understand what it is the customer came in for in the first place. Our ability to meet our customers’ needs comes from asking questions and then delivering products and services that match the client’s needs.

3. Options - Customers need to feel they are dealing with a person who understands the products and services available, so they in turn can be presented with applicable options in order to make proper decisions.

4. Information -“Tell me, and show me”. Customers need to be educated and accurately informed about the products and services they are seeking. And this information needs to be clearly and simply laid out for the customer to understand.

5. Appreciation – Customers don’t like to be sold, but they love to buy. Let them know that you appreciate their business and that you hope to see them again. Make them feel special!

So ask yourself, what processes do you have in place to ensure your customers are provided with extraordinary customer service so that they’ll want to come back again and again?

Improve your customer service and you will continue to “Build Your Business”.

Written in conjunction with Richard Tremblay, Kelowna BC

As posted on Castanet

Donald Robichaud is the President of FloodLight Consulting

Business Examiner Kelowna - Recession 2009 the Okanagan Impact

Recession 2009 the Okanagan Impact

Business Examiner – July 2009 - Craig Brown Publisher

A survey sent out to Okanagan businesses on the impact and duration of the current recession yielded a cautious optimism the part of a bare majority of businesses surveyed.

The first two questions asked if the recession had affected their business, and if they had lost business on account f it. Intuitively one might expect both answers to be nearly identical, but that is only partly correct.

The ‘4’ and ‘5’ answers, meaning a very strong effect was felt, is almost the same for both questions: just over 37% say the recession has strongly affected their business, and 35% say they lost quite a bit of business.

Peter Jeffrey of FormaShape in Kelowna has definitely felt the impact. The company produces water slides and what it calls its “architectural side”, which are the outside signs and design elements seen at gas stations. Sales are down.

He says it’s not all bad news. Faced with shrinking revenues, the recession “goaded us to bid on products in other places. “Right now they are looking at custom one-off products for the film industry. Jeffrey says, “That is a market we wouldn’t have dreamt of looking at before.”

The other end of the scales on those first two questions produced quite different results. A score of ‘1’ meaning there was virtually no effect on their business was given by only 12% of respondents, but 35% said they had lost no business because of the recession.

This suggests that while more than a third of the respondents have not lost sales or revenue, there are other impacts.

The Digital Art School says the recession has brought them more business. This makes sense as, in tougher times more people will go to school or upgrade their skills to enhance their chances of getting job.

Another business doing well in this recession is Donald Robichaud’s Floodlight Consulting. Most companies experiencing a strong downturn, he believes, got used to the good times of the boom economy and didn’t reinvest through marketing. “Those that are waiting for the phone to call are the ones suffering. The sales are there to be made and those that understand it takes longer to close leads know they need to have more leads and contacts.” Donald Robichaud says his business was up 18% in May over last year and expects 2009 to be up by 15% over 2008.

On the question of marketing and advertising 59% say they have not spent any more money this year. This result is hard to interpret. Companies with well developed marketing plans, as Donald Robichaud points out, may not need to increase their budgets. Others may be cutting expenses including advertising, to keep costs down.

Donald Robichaud also believes that the Okanagan is buffered somewhat by the large number of retirees still wanting to move here who will help to keep the economy going.
Responses to the question of employment suggest that business owners would seem to believe he is right. Less than a quarter of respondents (22%) say they have laid anyone off. Looking ahead 71% feel it is very unlikely they will be laying anyone off this year even though only a slim majority (56%), believe the worst of the recession is over. A nearly identical number (55%) believe their sales, if they declined, will recover as the year goes on.

Greg Salloum is the owner of the Best Western Inn in Kelowna. He is a nay sayer on the immediate prospects for the economy. He explains, “Two reasons that lead me to believe this are: How can the solution to our problems be also the cause of our problems? Cheap money. Second, there is another wave of mortgage renewals coming in the U.S. that is a bit larger than the last one that caused the recession to begin with. So, while I am generally still an optimist, I am being very cautious these days”.

Facebook Violates privacy laws in Canada - How will this influence Social Networking in Canada?

How will this influence Social Networking in Canada?

As Social networking expands people need to understand that they are putting themselves at risk when joining social networking groups.

How much information should your social networking club have about you?

How much control should you have as an individual?

Is “Big Brother” really watching?

Donald Robichaud
FloodLight - Build Your Business

OTTAWA - The writing is on the wall for Facebook, the popular social networking site: do more to protect the privacy of Canadian users or face the threat of court action.

Privacy Commissioner Jennifer Stoddart posted that message for all to see Thursday in a report that warns the personal information of Facebook members may be at risk.

Facebook, with nearly 12 million Canadian users and some 250 million worldwide, allows people to keep in touch with friends and family by updating their pages with a stream of fresh messages and photos.

Stoddart said Facebook breaches federal privacy law by keeping users' personal information indefinitely - even after members close their accounts.

She also raised concerns about the sharing of users' files with the almost one million third-party developers scattered across the globe who create Facebook applications such as games and quizzes.

Stoddart applauded Facebook for making some changes, but urged the site to remedy outstanding privacy shortfalls, raising the possibility of legal proceedings if it doesn't comply.

In a statement, Facebook said it would "soon be introducing a number of new additional privacy features" that will address any remaining concerns the privacy watchdog might have.

Stoddart launched the probe in response to a complaint last year from the Canadian Internet Policy and Public Interest Clinic, based at the University of Ottawa's law faculty.

Facebook user Harley Finkelstein, one of the students who lodged the grievance, said Thursday that users share responsibility for guarding their privacy. But he said the site must also do its part, particularly since millions of members are less-than-savvy teenagers.

"I don't think Facebook is bad, I think it's a wonderful application," said Finkelstein, 25. "But I think there needs to be a little bit of constraint put on, and (we shouldn't) necessarily leave everything up to the user."

Stoddart acknowledged that the social networking phenomenon has highlighted the fact some people are quite comfortable showcasing their lives online.

"Canadians live more and more in a virtual world," Stoddart told a news conference. "It brings many advantages."

Her investigation found that although Facebook provides information about its privacy practices, it is often confusing or incomplete.

"It's clear that privacy issues are a key concern for Facebook, and yet we found some serious gaps," she said. "In some cases Facebook must make some changes to its site to bring it into compliance with Canadian privacy law."

For example, the "account settings" page describes how to deactivate accounts but not how to delete them, which actually removes personal data from Facebook's computer servers.

Stoddart wants Facebook to wipe the information in deactivated accounts after a reasonable length of time.

Facebook agreed to add information about account deletion to its privacy policy, but refused to come up with a policy on retention of old accounts.

Facebook lacks proper safeguards to prevent independent developers of games and other applications like horoscope services from seeing users' profile information, along with details about their online "friends," the investigation found.

The report recommends technological measures to ensure developers have access only to the user information actually required to run a specific application. It also says Facebook should prevent disclosure of personal information of any of the user's friends who are not themselves signing up for the application, unless they consent.

Facebook hasn't agreed to the recommendations on third-party access.

However, it agreed to more fully explain the advertising used to generate revenue and to inform members that their profile information, such as a person's favourite movie, is used to decide which ads to feature.

In general, Stoddart's report calls for more transparency to ensure the site's Canadian users have the knowledge they need to make meaningful decisions about how widely they share personal information.

The privacy commissioner will review Facebook's actions after 30 days to gauge progress. She can take the case to the Federal Court of Canada to have her recommendations enforced.

"It's discretionary. We're very hopeful that things can be solved," she said. "But we can go to Federal Courts on a variety of things."

Stoddart found four of 12 aspects of the complaint were well-founded. Four were well-founded but resolved after Facebook agreed to make changes. The final four issues were dismissed.

As posted by Yahoo News

Reaching your business goals in 2009

The first half of 2009 is over and we are well into the summer months.
This is a great time to review your business goals for the year and your results for the first half of the year. Are you on track? If so, great! Pat yourself on the back. If not, Why? What do you need to do to get back on track and ensure success for the balance of 2009?

I’ve had many discussions with business owners and entrepreneurs in small to medium sized companies and some are struggling to find new leads, close sales, and grow their business. In fact, some are losing market share or seeing sales decline, and aren’t sure what to do. When I ask if they’re experts in their field or whether they have a plan, I get all types of answers from, “I’m not sure what to do”, to, “I’m not smart enough”, or even worse, “It’s the market’s fault”.

If you’re not an expert in your field and fully confident of your products and services, then your customers and potential customers will sense your weakness and not be motivated to purchase from you.

Many businesses are held back because key people in the organization lack the skills to manage effectively and deliver results or, they lack the ability to utilize new technologies like the internet to leverage their business.

To be a successful business in this challenging climate you must to continue to stretch yourself and learn new skills. You are the key to your own success! You need to have an open mind and become and expert in your field. And the only way to do this is to continue learning and growing. Here’s how:

1. Write down the top ten must improve areas of your business for 2009.

2. Now divide the top ten in to the following areas of Sales, Marketing, and Operations.

3. You will notice that one area will become painfully obvious in that you need more work to do.

4. Now go buy a couple of books to read in that obvious area. (Possibly Marketing).

5. Monday to Friday get up early every morning or shut off the TV early at night and read every day for one hour.

Five days a week for one hour. Write down the things you like and implement them as soon as possible.

5 hours x 26 weeks = 180 hours dedicated to learning.

To really achieve any goal or to learn a meaningful new skill, we need to discipline ourselves to stay on track until it’s accomplished. There are several ways to effectively track your goals.


•Keep a list and review your goals regularly, preferably daily

•Break down a goal into action steps

•Measure your results by establishing key performance indicators

•Set new goals and repeat the above

The investment in learning will pay multiple dividends for the balance of 2009 and help you to “Build your Business”.

The Seed - A story of Business Values and Morals

I found this article thought provoking and gained renewed inspiration from reviewing the 8 stated fundamentals Author Unknown posted by David Anderson of Okanagan Trainnng Solutions. Solutions

The Seed A successful business man was growing old andKnew it was time to choose a successor to take over the business.

Instead of choosing one of his Directors or his children,He decided to do something different. He called all the young executives in his company together.

He said, "It is time for me to step down and choose the next CEO.I have decided to choose one of you. "The young executives were shocked, but the boss continued. "I am going to give each one of you a SEED today - one very special SEED. I want you to plant the seed, water it, and come back here one year from today with what you have grown from the seed I have given you.

I will then judge the plants that you bring, and the one I choose will be the next CEO."

One man, named Jim, was there that day and he, like the others, received a seed. He went home and excitedly, told his wife the story. She helped him get a pot, soil and compost and he planted the seed. Everyday, he would water it and watch to see if it had grown. After about three weeks, some of the other executives beganTo talk about their seeds and the plants that were beginning to grow.

Jim kept checking his seed, but nothing ever grew.

Three weeks, four weeks, five weeks went by, still nothing.

By now, others were talking about their plants, but Jim didn't have a plant and he felt like a failure.

Six months went by -- still nothing in Jim's pot. He just knew he had killed his seed. Everyone else had trees and tall plants, but he had nothing. Jim didn't say anything to his colleagues, however.

He just kept watering and fertilizing the soil - He so wanted the seed to grow.

A year finally went by and all the young executives of the company brought their plants to the CEO for inspection.

Jim told his wife that he wasn't going to take an empty pot.

But she asked him to be honest about what happened. Jim felt sick to his stomach, it was going to be the most embarrassing moment of his life, but he knew his wife was right. He took his empty pot to the board room. When Jim arrived, he was amazed at the variety of plants grown by the other executives. They were beautiful -- In all shapes and sizes. Jim put his empty pot on the floor and many of his colleagues laughed, a few felt sorry for him! When the CEO arrived, he surveyed the room and greeted his young executives.

Jim just tried to hide in the back. "My, what great plants, trees, and flowers you have grown," said the CEO. "Today one of you will be appointed the next CEO!"

All of a sudden, the CEO spotted Jim at the back of the room withHis empty pot. He ordered the Financial Director to bring him to the front. Jim was terrified. He thought, "The CEO knows I'm a failure! Maybe he will have me fired!"

When Jim got to the front, the CEO asked him what had happened to his seed - Jim told him the story.

The CEO asked everyone to sit down except Jim. He looked at Jim, and then announced to the young executives, "Behold your next Chief Executive Officer!

His name is Jim!" Jim couldn't believe it. Jim couldn't even grow his seed.

"How could he be the new CEO?" the others said.

Then the CEO said, "One year ago today, I gave everyone in this room a seed. I told you to take the seed, plant it, water it, and bring it back to me today. But I gave you all boiled seeds; they were dead - it was not possible for them to grow.

All of you, except Jim, have brought me trees and plants andFlowers. When you found that the seed would not grow, youSubstituted another seed for the one I gave you. Jim was the only one with the courage and honesty to bring me a pot with my seed in it. Therefore, he is the one who will be the new Chief Executive Officer!"

1. If you plant honesty, you will reap trust

2. If you plant goodness, you will reap friends

3. If you plant humility, you will reap greatness

4. If you plant perseverance, you will reap contentment

5. If you plant consideration, you will reap perspective

6. If you plant hard work, you will reap success

7. If you plant forgiveness, you will reap reconciliation

8. If you plant faith, you will reap a harvest

So, be careful what you plant now; It will determine what you will reap later. "Whatever You Give To Life, Life Gives You Back"

David Anderson
President
Okanagan Training Solutions / Priority Management Interior BC
250 762-5096 / 1-877-762-5096
prioritymanagment@telus.net
http://www.okanagantrainingsolutions.com/
http://okanagantrainingsolutions.blogspot.com/

The Simple Business Card for Networking in Kelowna Canada

In this technical age with instant communication, cell phones, email, the internet, Facebook, Twitter and the like, it seems that the more people are into technology the less attention they pay to the old standby – the simple business card.

In a recent business meeting I saw people struggling to find their business cards, or even worse, express that they had run out. With printing companies located all over the Okanagan and with online ordering, how can you run out?

The business card is exchanged at the end of every introduction. It is your introduction to the world of doing business. How many people do you meet daily who can use your services? At every chance you get you should have a business card ready to hand out to potential clients. Networking with your business cards is the best way to add value to your marketing efforts and to stay top of mind with both clients and business associates.

A business card can help a person be recognized and promote the services one provides. Whether you are a one-man operation or a member of a large company, it has a few basic features such as your name, the company name and logo, and contact information including a telephone number, fax number (if relevant), web site and email address.

To make you and your company more memorable, you might include key words or a tag line that sums up your key value proposition. And when you order your cards, order in bulk. It will save time and money. There are three simple rules to networking with business cards for success:

Be Prepared - Never leave home or the office without your business cards. Keep a stack of cards at home, your office and in the car. For men, the breast pocket of your suit jacket, your shirt pocket or the right or left back pocket of your trousers. For ladies, a card holder may be preferable which is easily accessible from your handbag.

Be Alert - You will never know when an occasion to hand out cards to important people may arise. The person standing in line at the checkout or in the elevator might be your next biggest supporter and client. A simple networking event or your usual Saturday trip to the hockey rink may lead to doing business.

Be Remembered - You spend time marketing yourself and your company so that you look presentable to your clients. You should also do the same with your business cards. They have to look good and be worth keeping since this card will represent you whenever you are not around.

So never leave home or the office without your business cards. If your business card is simple and attractive, those who see it will immediately get your message and you will “Build Your Business"

-
Donald Robichaud
President FloodLight Consulting

Kelowna, BC
Email
250-768-9415
http://www.floodlightconsulting.com/
http://donaldrobichaud.blogspot.com/





As posted on Castanet:

Control Computer Clutter In Kelowna

Here is a great article from Linda Andersson of Orgainzing Help
that speaks to computer clutter- Donald Robichaud

For many of us, the computer is now where clutter collects. Files, e-mail, programs, videos, music, games, the list goes on and on! While this may take up very little physical space in comparison to other clutter, is the information you keep truly accessible when you need it?

We all know the feeling of searching for something on the computer only to find that we named the file incorrectly, created two or three copies, or somehow put it in the wrong folder. Below are a few tips that can help you take control of computer clutter:

1. 1. Create files in your computer to match the paper filing system in your office.
   Use broad headings with obvious names. Think of the main folder as the "file drawer" then create subfolders from there.


2. Computer files can be categorized into "action," "reference" and "archive."


3. Do not get carried away and create too many levels or subfolders. In general, you should not build deeper than three subfolder levels.


4. Create a standard method for naming computer files. For example, letters can be named according to date and/or subject or recipient name. Pictures should be dated and filed by event or subject.


5. Try to limit the number of documents you keep in each folder. Create a new folder every time you accumulate more than 20 files. The fewer files you have in a folder, the faster a file can be found.


6. Remember to periodically review, purge, and refine.

If you would like to learn more about organizing your computer, managing e-mail, and using technology to your advantage, join us at Okanagan College on April 22. You can register online at http://www.organizinghelp.ca/newsletter/lt/t_go.php?i=30&e=Mjg1&l=http://www.okanagan.bc.ca/csreg.contact or

contact Okanagan College at (250) 862-5480.

Technology Enhances Business!!!!!

Spending money on technology is an investment, not a cost for business.
In the latest Microsoft TV commercial Sean Durfy, President and CEO of WestJet, is asked “how do you keep your vision alive?” He says with 7500 employees all over the US and Canada, “we can’t look at everybody’s eyes anymore. We now look at technology as a strategic driver of the company. If you don’t have that, you’re screwed brother”. Wise words!!!!

In today’s business climate, the business owner must understand technology and use it to their advantage to improve efficiencies and even expand operations. However, the use of technology should be balanced with your specific business needs.

Technology allows your business to reach a worldwide audience, yet many business owners take a very short-sighted look at their daily operations and how it affects their business model.
Let’s take a look at some of the basic technology tools to enhance your business activities, and that with a little planning, will take your business to the next level.

Your Computers: I recently purchased a Lenovo laptop and I am very pleased with its performance and it uses less energy than a desktop computer. Today's laptops are right on the heels of desktops when it comes to power and performance, and remember, you can’t beat the convenience. Being stuck in an airport for three hours in Vancouver can become a real pain, but with a laptop you are still connected and productive.

Backup Solutions: It always amazes me how business owners will spend thousands of dollars entertaining their clients but they won’t spend the money to back up their client’s data. Costs of hard drives and backup solutions are at an all time low, so protect your business. The losses of your core data will cripple your business for weeks and possibly end your relationship with your client.

Software: The most cost-effective time to buy software is at the time of your computer purchase. Microsoft and many other software providers offer great incentives and lower cost solutions at time of purchase, which in the long run will save you hundreds of dollars. The appropriate software will enhance your total operation.

Printing Solutions: Today there are many colour laser solutions that truly can enhance all your printed presentations. Company’s like Xerox and others offer an array of solutions for your business needs. I moved to a colour laser two years ago and recouped my investment in less than 4 months with better looking proposals and less time driving to the print shop.

Connectivity: I love the wireless age. It allows me to be mobile and stay in touch with my clients. I enjoy the convenience of sitting on my deck at home and being connected with my clients. I meet my clients at restaurants and coffee shops that offer a wireless service. For a few extra dollars a month your service provider will offer great bundle packages that will enhance your business, office, your home and your mobile experience which will take your business to the next level.

VOIP- (Voice over IP) Small- and medium-sized businesses have perhaps the most to gain from the explosion of new VOIP services. In one move, businesses can outsource their communications, doing away with clunky, on-site PBX equipment and reduce their monthly phone bills. For home business, Skype allows you to reach your clients throughout the world at a very low cost..... It’s free.

Training: So you have all this technology. Now what do you do? People always ask me “How did you learn all this technology?” I educated myself. Over the last twenty years I upgraded my skills by taking training courses on various programs like Microsoft Outlook. The investment has increased my knowledge, skills and competencies and helped to increase productivity and performance, while giving me more control over my decision-making process for my business.

Value added resellers - I like to browse the latest technology at the retail stores and ask about the products, but that is as far as I go. When I am making technology business decisions I like to engage the services of a Value Added Reseller, like Voda Computer Systems locally, and others who will have firsthand knowledge of the best solution for my business needs. They also have knowledge of the best ways to keep my equipment running efficiently and they offer support plans to keep it operating for years to come.

You may be a small or mid-sized business but that doesn’t mean that you have to operate the business as if you are back in the Stone Age.

Get with it.

The key to a successful business is to do it faster and better – so use Technology to “Build Your Business”.
-
Donald Robichaud
President FloodLight Consulting
250-768-9415 Kelowna, BC
http://www.floodlightconsulting.com/
http://donaldrobichaud.blogspot.com/
As posted on Castanet:

4th Annual Voda Comupter Systems Technology Showcase

2009 Technology Showcase Registration

Information Technology for Business"Ideas that Work"

May 12, 2009 - The Delta Grand Okanagan Resort, Kelowna, BC - 8:30am - 5:00pm

Presenters for 2009

IBM, Lenovo, DLink, HP ProCurve, Sonicwall, Data Domain, Cisco, Polycom, Fortinet

Booths:
IBM, Lenovo, DLink, HP ProCurve, Sonicwall, Data Domain, Cisco, Polycom, Avocent, Trend MicroSutus, Xerox, Barracuda, Toggle Networks, Fortinet

Click here for information on Manufacturers!

SPECIAL GUEST:Microsoft Specialist: Ian WatsonClick here for more info!

Keynote Speaker: Frank Morassutti from IBMClick here for more info!

To Resgister Click Here

Online networking and the relationship factor

This is a great article. One of my favourite newsletters is the one that I receive from the desk of Michael J. Hughes, Canada’s Networking Guru. Michael is a great friend from my days in Ottawa and we have continued our relationship. Michael is a great motivator and speaker and I recommend his monthly newsletters to all my clients and friends

Donald Robichaud
FloodLight Consulting -Build Your Business

From the desk of Michael J. Hughes, Canada’s Networking Guru.
I define networking as the process of creating and developing relationships from initial contact to ultimate outcome. My premise, and my exprience has been, is that the process is fundamentally unalterable. This means that networking online will never replace face-to-face contact, nor was it ever meant to. When the technology is used effectively, it can enhance the relationship process.

1. Accept reality. Because online networking often doesn’t include the all-important human contact factor, it can make relationship-building more difficult and complicated. Don’t misinterpret that acceptance of a connection equals a relationship. This is simply one small step towards building the relationship. You will often have to work harder to create relationships online because of this very fact.


2. Embrace the process. Relationships take time, require investment and need to be nurtured. Be prepared to invest in all three if you really want your online contacts to blossom. Keep thinking and working in terms of small steps that will build into future success for you and others.


3. Take responsibility. Many people are unsure of protocol when it comes to moving a relationship forward. Make it easy for them by suggesting a next step. Reduce their anxiety by adapting to their schedule or time line. Increase their level of comfort by allowing them to set the terms of contact. Every time you do this,you build trust as they will gain more appreciation for your sincerity and professionalism.


4. Emphasize context. An online connection occurs as a result of pre-determined context. This could be a common contact, similar interests, parallel career path or complementary needs. Use this seed as the basis for relationship growth. Relationship-building online is no different than at a networking event. In fact, it requires even more work in the early stages to overcome the inertia of non-human contact.


5. Build trust. Just about everyone today is cautious, even more when dealing with others online. Take this into consideration in your relationship-building mindset and methodology. Over-compensate when it comes to simple trust issues such as honoring commitments, disclosing agenda or sharing information. Consistenly demonstrate that others can depend on you to deliver on small promises and specific actions. This will have a huge impact in a short time.


6. Communicate effectively. This is one area that most online networkers miss. The best communicators focus less on communicating their own agenda and work harder to discover what others want and need. Taking this tact with online conversations will have others perceive you as more professional and more polished.


7. Think options. Relationships always carry outcomes. This is a simple fact of life. Take this perspective will help you keep investing in the relationships you make online until they yield results. Be prepared to allow online relationships to grow at their own pace, that way others will know you care about them and will open their minds, hearts and networks for you.

Michael J. Hughes is a recognized authority on utilizing networking as a business strategy. To find out more about him, or to have him present at your next meeting or conference, contact him at his web site at http://www.networkingforresults.com/.

Why do you need a marketing strategy?

Every day you run into people and businesses who can use your services.

Your aim is to market yourself effectively.

The key to business marketing is a simple low cost strategy that makes people know, like and trust your product and your company.

You need a marketing strategy for your face-to-face sales presentations, your brochures, sales letters and your website.

However, at FloodLight Consulting we believe that the most important reason for you to have a marketing strategy is that,it differentiates you from your competition and establishes your brand.

The stories you tell about who you are make you unique.The results your clients achieve with your services or products will establish you as a unique player in your field.

And that is what a FloodLight Marketing Strategy can help you do, to create a compelling stories that let the world know who you are and what you do.

Excellent marketing strategies don't scream, I WANT TO IMPRESS YOU.

They don't scream, BUY MY SERVICES NOW.

Rather, the gifted marketing strategy and storyteller takes the reader or listener on a journey.

And, if the marketing strategy is well constructed, at the end of the journey, we are going to be impressed.

We are going to be interested.

We are going to want to take the next step in the sales process.

And that is why the most successful marketers tell stories.

So, what's your marketing strategy?

If you don't have one...I'm sure FloodLight Consulting can help.

Why not give us a call , and we can discuss your specific needs?

Do you want to market your services and "Grow Your Business" — even in a down economy?

Click here for more information

Donald Robichaud

President

FloodLight Consulting

Build Your Business

250-768-415

http://www.floodlightconsulting.com/

http://donaldrobichaud.blogspot.com//

Local ad Link Kelowna Localadlink Canada – Opportunity or waste of time?

Last week I received many calls from friends and clients concerning a company called local ad link or localadlink.com

They are a Multi Level Marketing (MLM) company from the US with a new opportunity that leverages the Internet to help businesses get found locally in the Kelowna Okanagan market place.

The calls I received indicated that the invitees at the meetings seem void of any true Internet knowledge. So I made six calls to local website development companies that I have had a relationship with and realised that no one from these reputable firms had been invited to any of the recruitment meetings.

Red Flag!!!!!!!!!!

Earlier this week one of my clients asked me to attend a meeting with them to get a second opinion.

I must share with you that after the third slick video presentation I was ready to leave, and we did!

It seems to me that all the hype, plays on people’s ignorance about the Internet.

Everything that they claimed, can be done by an eleven year old with free tools offered by Google.

As far as a money making venture ....possibly, but for how long!!!

This is the advice I am giving to my clients.

Focus on your own business development and live your dream instead of a quick cash grab opportunity.

For further opinions see the links below.....

Donald Robichaud – FloodLight Consulting

http://ontopresultsllc.com/news/2009/03/06/localadlink-in-charlotte-nc/

http://www.forestmarie.com/why-localadlink-is-a-scam-localadlink-review-local-ad-link/

http://www.articlesbase.com/business-opportunities-articles/local-ad-link-is-a-scam--insider-info-822357.html

http://www.scam.com/showthread.php?t=80303

How To Build Your Business Using Blogs in Kelowna Canada

Generate Traffic, Create Publicity, and Build Your Bottom Line Using Blogs

Blogging is sweeping the Internet. It’s estimated that there are at least 8 million blogs in the US alone, 32.5 million worldwide!

Most of those blogs are individual diaries, but many businesses have started their own blogs.
To great success!

But What Is A Blog?

A blog is basically a program that, once installed on your website, enables you to simply type into a form and, when you press submit, it is automatically and immediately uploaded to the web. It's a quick and easy way to publish your content to the web.

Why (Almost) Every Business Needs A Blog

1. Blogs make it incredibly easy to publish to the web - you simply type, press submit, and you’re done.

2. Blogs are a very inexpensive way to publish to the web - once a blog has been established, anyone, even the most technologically challenged, can create blog entries. No more paying an outside contractor an hourly rate or taking your IT guy off of his assigned tasks to do a page for you.

3. Blogging is a fast way to publish - you simply type and submit. It doesn’t take an hour to structure the page, debug the code and work it into your link system. It just happens.

4. Blogging is immediate - no more waiting a week for the programmer to get around to your site changes. You can literally react on a moment-by-moment basis with a blog, putting your point of view on a crisis or other issue for the public and press to view immediately.

5. Blogs are a great way to get your site noticed by the search engines - search engines love blog entries. Many people who have blogs have discovered that their blog entries are getting faster inclusion in the search engine, and more importantly, higher rankings on the search engines. Try it for yourself, you may be surprised!

As further evidence of this, Google owns Blogger, one of the most widely used blogging tools available. Why not work with a technology that is seen by the leading search engine as important enough to actually own?

6. Blogs can be used for a wide variety of content - you don’t have to just write about one thing in a blog, the possibilities are endless.

7. You can have multiple blogs - once you’ve made the initial investment to set up and structure a blog, it’s usually very simple to add a new blog for other purposes.

8. Blogs are great for communicating within your organization - blogs don’t have to be public. They can be on intranets, behind firewalls, and/or password protected. This, plus their ease of use, makes them a great source for internal communications, project tracking, issue resolution, etc.

9. Blogs are a great way to position your company in the eyes of your customers, your industry, and the press. Blogs can be used to support whatever positioning you wish to achieve: superiority, innovation, playful, giving, environmentally concious, etc.)

10. Blogs are a great way to get your company’s content onto the sites of other people (oftentimes, your competitors!) We’re going to discuss this in much more detail later, but almost all blogs have a syndication feature built into them that makes it easy for you to put your content out for others to include on their websites. This means that a portion of the work you produce (usually the headline and the first few words of the copy) can be picked up by and shown on other sites. Then, when that site’s visitor clicks for more information, they show up at your site. Most good business bloggers are discovering that this feature is bringing in a substantial amount of additional traffic to their sites than they received before.

And the most important reason for a business to blog?

11. Blogs convert into sales and profits - those companies who actively use blogs as part of their marketing program have discovered that blogs bring in more visitors to your website and that a high percentage of those who visit a blog, if properly influenced through that blog’s content, will actually buy from their company

Click here for complete article

Old Growth Media And The Future Of News

In the last few months I have written about the change that is happening in Marketing and Branding and how the traditional mediums of radio TV and news are being affected by the internet.

I am posting this article as it does a great job of walking though the last twenty years of technology and how it has changed what we have come to expect from journalist and the explanation of their survival moving forward.

Donald Robichaud - FloodLight Consulting

The following is a speech given at the South By Southwest Interactive Festival in Austin by Steve Berlin Johnson

-

If you happened to being hanging out in front of the old College Hill Bookstore in Providence Rhode Island in 1987, on the third week of every month you would have seen a skinny 19-year-old in baggy pants, sporting a vaguely Morrissey-like haircut, walking into the bookstore several times a day.

That kid was me. I wish I could tell you that I was making those compulsive return visits out of a passionate love of books. While I do, in fact, have a passionate love of books, and bought plenty of them during my college years, I was making those tactical strikes on the College Hill Bookstore for another reason.

I was looking for the latest issue of MacWorld.

I had learned from experience that new issues of the monthly magazine devoted to all things Macintosh arrived at College Hill reliably in the third week of the month. Yes, you could subscribe, but for some reason, subscription copies tended to arrive a few days later than the copies in the College Hill bookstore. And so when that time of the month rolled around, I’d organize my week around regular check-ins at College Hill to see if a shipment of MacWorlds had landed on their magazine rack.

This was obsessive behavior, I admit, but not entirely irrational. It was the result of a kind of imbalance: not a chemical imbalance, an information imbalance. To understand what I want to say about the future of the news ecosystem, it’s essential that we travel back to my holding pattern outside the College Hill Bookstore -- which continued unabated, by the way, for three years. It’s essential to travel back because we’re in the middle of an epic conversation about the potentially devastating effect that the web is having on our news institutions. And so if we’re going to have a responsible conversation about the future of news, we need to start by talking about the past.

We need to be reminded of what life was like before the web.
Continue reading "Old Growth Media And The Future Of News" »

8 Ways to Jump Start Your Kelowna Business in 2009

In doing some research for FloodLight Consulting we came across this great article online at Microsoft PinPoint and recommend it to all Kelowna Entrepreneurs.

Donald Robichaud - FloodLight Consulting

Now is a great time to take a look at the state of your business, reassess your goals, revise practices that could be more effective, and reinforce those that are working well. Here are some things you can do to give your business new life in 2009.

1. Write (or revisit) your business plan. You may already have a business plan in place, but with the uncertain economy it’s a good idea to revisit your goals and objectives for the next six months, the next year, the next five years. Make your business plan a living document and update it at least quarterly, or even better, every month. It will help you stay on track and more easily adapt to changes in customer demand.


2. Be known as an expert. You know you are an expert, but if you write, speak, and network like one people will automatically associate you with your niche. You’ll make a much greater impression as the speaker at an event than simply shaking hands and handing out business cards. And you can further build expert status by writing articles for publication, having your own newsletter, or starting a blog.


3. Define your niche. Many people feel that being more general about what they offer makes them more marketable. Often the opposite is true. Most people want to work with a specialist, and one of the best ways to stand out in a crowded market is to be very specific about what you do and who you do it for.


4. Become (or hire) a marketing expert. At core marketing means building relationships, being able to speak clearly about the benefits of your offerings, and having conversations with people who might need your products or services. Search the Web for tips, use Pinpoint to find expert help, and talk to other professionals about the marketing efforts that work best for them.


5. Follow-up with new contacts, maintain connections with current ones. You’ve likely collected numerous business cards, but what have you really done with them? Following up is critical to business success. Consider these ways to keep your company in the front of people’s minds:

• Send individual e-mails recalling specifics of your conversation with an invitation to visit your Web site.


• Invite contacts to periodic open houses to see what you do firsthand.


• Distribute a newsletter or blog that builds your reputation as an expert.


• Promote special offers to pique contact interest in what you offer.
  

6. Provide information in addition to your offerings. Build customer trust by providing clear, succinct information about your products and services, with emphasis on the benefits to customers and your expertise in meeting their needs. Providing helpful tips on your Web site where appropriate establishes your credibility and helps customers see how what you do can provide value to them.

7. Keep prices competitive, offer incentives. Everyone is looking for a deal these days. Whether it's reducing your prices, offering something free as incentive on your Web site, or providing additional services to customers when they contact you, doing something above just selling your product or service can give you an edge on your competitors.

8. Promote results and benefits, not processes. Most people don’t care how you help them reach their goals, as long as you do it with integrity, efficiency, and within their budget. Instead of talking about how you work, be clear about your expertise and the changes people can expect from working with you. Get into the habit of asking clients for testimonials and referrals and consider writing (or hiring someone to write) case studies on successful engagements you’ve had. The most effective promotion comes from satisfied customers.

To twitter or not to twitter? that is the question

In the last while I have been asked about twitter and my thoughts of it as a business tool. In doing some research I came across this great article that succinctly discusses the virtues of twitter and its place in social networking.

Don Robichaud - FloodLight Consulting

Twitter vs Instant Messaging, e-mail and Google by Russell McQuillan March 5th 2009

There has been a fair bit in the news recently about twitter, some praises but mostely dismissals about its future.

Yesterday at the Morgan Stanley technology conference in San Francisco, Eric Schmidt, CEO of Google praised Twitter’s growth and success to date, while at the same time dismissing it as a “poor man’s email system”, and adding that, as far as instant messaging goes, people use services like Google’s Gmail Chat.

I’m not sure that Eric get’s twitter all that well. Its not an instant message system at all and it is certainly not an email system but I think it works well at bridging the gap between instant messaging and e-mail. The problem with instant messging is that it is exactly what it says ‘instant’ and it take’s time out of your day, you type a message and await a responce much is the same way as actually talking on the phone, I feel that whilst having a conversation via instant messaging it is difficult to concetrate on the task in hand which is why during working hours - I only keep my work account on and my personal account switched off.

Twitter on the other hand allows you to have a conversation over the course of a day, you can drop in and out of the stream as little or often as you wish and knowone will get annoyed if you don’t respond within 30 seconds, infact people won’t even know if you have picked up their message or not !

As far as being a poor man’s email system goes, I thought that e-mail went out with the arc! I keep very few people’s email addresses on file anymore, use it only for business and usually prefer to communicate with people via facebook and twitter.

Private message’s can be sent using the DM function and I would say that people tend to respond quicker via twitter and facebook than email ! and the great thing about it is with only 140 letters to play with, people have to be direct about what they want, there is no time or space for I’m sorry to bother you, Do you mind if ? Can I ask a favour? no no! Just tell me what you want and get on with it - we are all as it happens just trying to communicate quickly during our busy days, grabbing a few minutes here and there to interact between meetings, phone calls or even when stuck in traffic.

Meanwhile facebook seem to have headed off to the war room to see what can be done about this little dude twitter from around the corner that doesn’t make any money but has overnight became the 3rd largest social media player trumping the like’s of ning and bebo. Twitter are right on the back bumper of Facebook now and with yearly growth at over 7000% they are set to get even closer.

Of course Facebook like to say they are not concerned and that the two can co-exist but in the last few months have not only offered twitter a stagering $500 million dollors for the loss making business but gone back to the design table for another makeover to make it, dare I say it - A little more interactive - a little more like twitter.

Things are definatly getting very interesting in this newish world of social media. I think there is room for twitter and facebook to co-exist as long as they don’t put all their resourses into killing each other.

If they do that, someone else will quickly come from behind and win the race.

This is a fickle old world !

Twitter vs Instant Messaging, e-mail and Google by Russell McQuillan March 5th 2009

Is now the time to deploy a new product or service in Canada?

It is with great satisfaction that I begin a new series of articles for Castanet. Four years ago this month, I started Floodlight Consulting in Kelowna BC with the view of assisting small and mid-size businesses, and entrepreneurs to articulate what they do best in the Okanagan Valley.

The idea was to support my clients in such a way as to have them generate more daily sales. This would be accomplished through increased exposure, marketing, and branding.

In tough, economic conditions, I believe that our clients help us to decide what new services we should be deploying. It is only when we are tuned into our target market are truly offering the right services this business-client insight is then reflected in the retention, and acquisition of a new client base.

When was the last time you surveyed your clients?

In my first year of coaching on a professional level, I was providing three specific services to my clients, and this only over a short period of time. Every six months, I would have to find new clients in order to continuously fill the sales funnel.

At the end of the first year, I decided to do a survey through the services of Survey Monkey. I used a template questionnaire that they provide for Service, adding this question: “What is missing from my program?”

The answers were, on the whole, favourable this confirmed my expectations.

However, what I did find out from that survey was the following: my clients did not pursue my services at the end of the existing contract, this due to the fact that I did not offer them the next steps in the process, i.e. the services that would have ensured a continued, working relationship.

What a wake-up call!

In a short period of time, I added a few more services. To date, due to these additional services, I retain 65% of my clients.

In listening to my clients, I formulated appropriate programs, and created a niche for my coaching services in the Okanagan Region.

The question now is: what new services can you provide to your present clients, the ones that they would be willing to pay for?

The $29.95 I spent was a worthy investment which allowed me to better understand my clients.

-

Do you want to grow and market your business — even in a down economy?

Click here for more information

-

Donald Robichaud

President FloodLight Consulting

250-768-9415

http://www.floodlightconsulting.com/

http://donaldrobichaud.blogspot.com/

As posted on Castanet:

10 Ways to Grow Your Homebased Business in Kelowna

In doing some research for FloodLight Consulting we came across this great article online at http://www.entrepreneur.com/ and recommend it to all Okanagan Entrepreneurs.

Don Robichaud - FloodLight Consulting

When the status quo just won't do anymore, these 10 ideas will help you take your home based business to a new level.

Small is beautiful. Slow and steady wins the race. Inch by inch, row by row, that's the way my garden grows.

While such homespun wisdom might be fine for common folk, it can be awfully frustrating for an ambitious home based business owner determined to take his company to the next level of growth and profitability.

Sure, a thriving one- or two-person service business with no inventory, rent or employees can seem like an easy way to make money at first, but when the phone starts ringing off the hook and customers keep coming back for more, home based business owners who fail to plan often fall victim to their own success. Either they burn out trying to juggle everything themselves or they spend so much time and money hiring people to help them that their profits go down the drain.

Fortunately, there are some ways to take your home based business to new heights without sacrificing your business's profitability or losing your peace of mind.
Follow these 10 steps to grow your home based business into the personal and professional success it was meant to be:

1. Focus on a single product or service, and then market it, sell it, promote it-do everything you can to increase sales of that one product or service in Kelowna. While it's tempting to swing for the fences and try to be all things to all people, it's often less risky and more profitable to pick a product or two that you can execute really well and just try to get on base.
Richard Roy, a Sparta, New Jersey landscaper, started a home based dog-waste removal business called Dr. Pooper Scooper when he got tired of picking up the dog poop from his customers' lawns. Instead of splurging on a retail storefront or an expensive Yellow Pages ad, Roy decided to use his truck as his primary advertising vehicle. Says Roy, "I decorated the truck as a Dalmatian, used full signage and put magnetic business cards on it. By using the truck as my moving billboard, by joining community groups and through word of mouth, I've turned what was once my nightmare into a thriving business serving 100 customers and making 1,100 pickups a week."
Thanks to Dr. Pooper Scooper's success, Roy is now planning to phase out his landscaping business and focus on his new venture full time. "When I scoop the poop, I do it 12 months a year and never have to fix or replace equipment," Roy says. "It's also three time easier than landscaping, and I can do it until I can't walk anymore."

2. Expand your product line in the Okanagan to offer complementary products or services. Once you've hit on a product or service that customers really like, don't miss the opportunity to bring out related items to diversify your product line. Not only does that give your customers a wider selection, but it also makes your products more appealing to retailers who typically like to stock a line of products as opposed to a single item.
Meredith LiePelt, who runs a company called Contemporary Baby out of her home in Dublin, Ohio, started off making colorful burp cloths for newborns. Now she's expanded her line to include such "go along" products as receiving blankets, bibs and gift baskets. Says LiePelt, "Our retail customers have enjoyed having more gift-giving options, and our wholesale clients are able to offer their customers a wider selection to choose from."

3. Find ways to increase sales to your existing Kelowna customers. It's a lot cheaper than finding new ones. Even if you can't expand your product line, you can boost revenues by selling more of your existing product or service to the clients you already have. One easy way to do this is through volume discounts. Especially if your products cost little to produce, offering your customers the chance to buy, say, two T-shirts for the price of one lets you ring up additional sales without sacrificing much profit. Another common practice is to reward loyal customers by giving them a punch card that entitles them to a free product or service for every 10 items they buy. This technique is common at hair salons, car washes and arts-and-crafts stores, but home based businesses can use it, too.

4. Hire someone in Kelowna to help you out-an employee, a freelancer, an intern, an independent contractor, even your kids. Not only does this free up cash flow by adjusting your expenses to the level of work you bring in, but it also enables you to cultivate a large network of talented people you probably couldn't afford to hire full time.
Marc Kirschner, a neighborhood directory publisher in New York City, employs 50 to 75 writers-all of whom are freelancers-to develop his directory's content. This way, Marc saves on payroll taxes, medical benefits, employer liability insurance and all the other costs of hiring full-time staffers. There are other benefits, too. "Bringing in outside help gives you someone else to bounce ideas and strategies off of," Kirschner says. "It prevents you from feeling you're going it alone."

5. Create a Web site to advertise your company in Kelowna or sell products online in the Okanagan. Thanks to the Internet, it's no longer necessary to open a store to reach retail customers. For marketers of specialty products like rare books, collectibles and gourmet foods, a Web-based boutique lets you reach millions of shoppers around the world without paying for rent, utilities or garbage collection.
And while creating Web sites once required a big investment and the skills of an experienced Web designer or programmer, do-it-yourself Web sites are now available for less than $30 a month with no technical knowledge required. Typically, the companies that help you register your domain name (Web address) will provide online templates you can use to build your site, host your Web pages on their server and provide you with multiple e-mail addresses as well. E-commerce capabilities can often be had for an additional charge. You can also set up low-cost Web sites through Web hosting companies and search engines.

6. Join forces with another business in Kelowna to promote your company. Partnering with a company in a related industry is one of the cheapest and easiest forms of marketing that you can employ. If you make spa products, for example, you may be able to convince a local health club to carry them in its store by offering a discount to its members. Likewise, you can send a free, one-day health club pass to anybody who buys your lotions and scrubs.
Nancy Tamosaitis, a home based publicist, says her New York firm, Vorticom, has partnered with a graphic design firm to provide creative services such as Web design and brochures to her corporate PR clients. From time to time, she also joins forces with specialty PR firms to assist clients in fashion, finance and other industries. "Now that I'm working from home, my clients receive infinitely better service and results-at much lower cost-than when I managed a $3 million profit center at a top PR agency," Tamosaitis says.

7. Target other markets in Canada. If you sell to teens, start marketing to college students. If you sell to working moms, maybe your product will work for stay-at-home moms with a few modifications. Another strategy is to take a retail-oriented product or service and sell it wholesale. For example, a home based catering business that specializes in cakes, pies and other tasty desserts can contact local bakeries to sell its goods on a wholesale basis. While the price you get from the bakeries will be lower (because the bakeries need to mark it up to their customers to make a profit), you'll sell more products and generate consistent cash flow that you can bank on.

8. Find new and different ways to market your business in Kelowna through e-mail newsletters or by doing guest-speaking gigs or by teaching a class.
Marketing your home based business doesn't need to involve spending big money on newspaper ads, Yellow Pages listings, or TV or radio spots. Grassroots marketing techniques cost far less and are often much more effective. Most chambers of commerce and community groups are more than happy to provide a forum to a local business owner who's willing to share his expertise at no charge. Sending out a weekly newsletter is also a great way to get your name out in front of new and potential clients. Thanks to the Internet, you can send out your newsletter via e-mail using online templates and automated delivery systems.

9. Expand to another location in Kelowna. That could mean renting "virtual" office space in a business center or by sharing office space with another growing business.

Brad Taylor, a CPA in Springfield, New Jersey, spends most of his time at home preparing tax returns, developing tax-planning strategies and revising his clients' QuickBooks files. But when he needs to come to New York City for a meeting, he sometimes rents space at a Manhattan business center operated by HQ Global, a national provider of temporary office space.
For a monthly fee or a la cart, business centers like these offer everything from conference rooms and receptionist services to remote-access voicemail, high-speed Internet connectivity and tech support, offering home based business owners as much or as little outside office services as they need. Taylor pays just $10 an hour to use the space and is able to bill the cost to his client. "While I still want to run my business from home, this has allowed me to pursue new opportunities and network with other professionals," Taylor says.

10. Think about turning your business into a franchise or business opportunity in the Okanagan. While most home based businesses remain small, yours may have the potential to hit the big time through franchising, licensing or wholesale distribution. The key question to ask yourself is if your business can be converted into a business format that somebody else could operate (a franchise) or if you have a standardized product or service that someone could resell multiple times (a business opportunity).

While you may think that expanding your business requires raising capital, hiring employees, buying equipment and leasing office or warehouse space, it's often more profitable-and less risky-to license your product to a big corporation with manufacturing capabilities and an existing sales force to do the work for you.

Building Sustainable Communities Event Kelowna

From Tuesday, February 24th to Thursday, February 26th, 2009 The Delta Grand Okanagan Resort in Kelowna B.C. will be hosting the Building Sustainable Communities Conference.

With more that 100 speakers from the public, private, non-profit, and academic sectors.

Featured Topics Include:

-SustainAble Agriculture
-SustainAble Business
-Community SustainAbiltiy (for local governments

to register for the conference please visit:

www.regonline.ca/bsc2009

for more information on sustainability please visit:

http://www.freshoutlookfoundation.org/

“sustainable development meets the needs of the present without compromising the ability of future generations to meet their own needs.”
-The Brundtland Commission