May 2007

Why Quality Customer
Service is a Social
Responsibility
Mark McHugh
Gator — and Community — Man
Finding
Focus On
Human Resources — Employee Wellness Programs
Lynx — Far More
Than Just a
Bus Company
w w w. o r l a n d o . o r g
the Keys
Workforce Housing: Opening
the Door to Affordability
the community source
for smart business
M ay 2 0 0 7
volume 10 number 5
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Executive Publisher —
Orlando Regional Chamber of Commerce
President & CEO jacob V. Stuart
Executive Vice President Robert Recker
Advisory Boardscott fagan
michael ketchum
Shelley Lauten
Cyndi Matzick
Ruth Mustian
kathy panter
Vilma Quintana
Kristine Vorpagel Shields
Lisa Winkelbauer
Publisher — Knight
President & CEO Michael Hinn
Vice President — PublishingKevin o’neil
kevino@justknight.com
Editor IN CHIEFJack Roth
jackr@justknight.com
Editorial Director Michael Candelaria
Copy Editorevelyn walters pettit
Contributing Writers Erica boucher
courtney gleaton
vickey wollan
Contributing photographersricardo aguilar
Curt Littlecott
stephanie rounds
Creative Director Mike Foristall
Art Director MICHAEL BRITTON
graphic designer Mandie mackoy
publications manager CARRIE BRKICH
business development director Matt Holjes
advertising sales managerBarbara hartley
FirstMonday is published monthly and prepared by the Orlando Regional Chamber
of Commerce and Knight Images. All copyright privileges are reserved by the publisher.
Any reproduction in whole or in part without express written consent is strictly
prohibited. FirstMonday welcomes articles, story ideas and feedback. However, neither
the Orlando Regional Chamber of Commerce nor Knight Images assumes responsibility
for the return of unsolicited manuscripts, photographs, negatives or transparencies.
For information, please contact:
Knight Orlando Regional Chamber of Commerce
Advertising Info
130 S. Orange Ave.
Suite 150
Orlando, FL 32801
Phone 407.206.1011
Fax 407.206.1019
firstmonday@justknight.com
P.O. Box 1234
Orlando, FL 32802-1234
Phone 407.425.1234
Fax 407.835.2500
info@orlando.org
Matt Holjes,
Business Development Director
407.206.1011
mholjes@justknight.com
Community partners
fm 5.07
Celebrating a Decade of Publishing Excellence
Cov e r Sto ry
15 Finding the Keys
cover story
Opening the door to housing affordability for the
region’s workforce has moved from social concern
to economic priority. Steps are being taken.
Will solutions result, or will many of our workers
remain shut out?
by Michael Candelaria
contents 5.07
DEPA RTM E NTS
6upfront
Building Community – One Step at a Time
regional wrap
8
County-By-County Developments
10
From the copy desk
12
Business Style
26
Mind Matters
28
Healthcare Watch
30
Destination
32
special report
news, notes and commentary
Minding Your P’s and Q’s
Paying it Forward with Customer Service
Creating an Employee Benefits Package on a Limited Budget
Tourism businesses give back to the community
Photography by NuVisions in Photography
35 Chamber Insight
38parting shots
N EWS I N DEX
21st Century Learning Solutions Inc. 11
Adventist Health Systems 32
Arabian Nights 30
Baker Hostetler LLP 16
Berk-Tec 25
Blue Cross and Blue Shield of Florida 23
Central Florida Association of Health Underwriters 28
Central Florida Hotel & Lodging Association 30
Charles Wayne Consulting Inc 16
“Children’s Burn Foundation 30, 38”
Community Concepts Group Inc. 17
Courtney K. Couture 12
Deloitte 24
Deloitte Center for Health Solutions 25
DuPont 25
Florida Coalition for the Homeless 30
Florida Housing Finance Corp. 20
Florida’s Blood Centers 30
Florida’s Preferred Homes Inc 19
FunSpot Action Park 30
“Gatorland 30, 38”
Habitat for Humanity 30
Heart of Florida United Way 10
Insurance Office of America 28
Kennedy Space Center 8
Lee Hecht Harrison 23
Lennar 10
Lynx 32
Metro Orlando Home Builders Association 17
myregion.org 8
NASA 8
Far More Than Just a Bus Company
Orange County Housing Finance Authority 15
Orange County Workforce Housing Task Force 18
Orlando Regional Chamber of Commerce 20
Orlando Regional Realtor Association 20
Orlando/Orange County Convention
& Visitors Bureau 30
Progress Energy 18
Rosen College of Hospitality Management 30
SeaWorld Orlando 30
Seminole Community College 11
The Vue at Lake Eola 11
Tsunamic Technologies 10
Universal Orlando Resort 30
University of Central Florida 30
Walt Disney World 30
Wharton-Smith Center for Construction 11
WKMG-TV 8
WMFE-TV 8
Mark McHugh, President and CEO, Gatorland
23focus on | Human Resources
A Healthy
Alternative
Whether you’re a business
owner looking to retain
employees or a human
resources professional
concerned about rising
health insurance costs,
here are some tips on
how to develop a
successful employee
wellness program.
by Jack Roth
THE FIRSTMONDAY MISSION
FirstMonday gives you positive, credible and compelling stories that focus on the key trends, people, businesses and events that drive Central Florida’s growth and progress. We aim to build a strong, vibrant and diverse community.
fm 5.07
upfront
Building Community —
One Step at a Time
Participation for its tremendous work in
third and final year, the Hispanic Summit
Florida Transportation Monthly’s recent
changing Hispanic population in Central
enhancing public involvement.
cover story shed some light on the Central
Florida region and its comprehensive and
collaborative effort to think and plan long
term. David Fierro, editor and publisher,
believes this initiative may very well become
the regional visioning prototype for the rest
of the state. “Communities need to
understand what choices we have and what
consequences will come if we don’t choose
wisely,” he says in the story.
IF WE’VE LEARNED anything about
community building, it’s that unique
perspectives come in all shapes and sizes,
good and bad, supportive and critical,
passionate and blasé. Recent community
discussions about regional growth,
community venues and commuter rail prove
that opinions matter and people care about
where they live, work and play.
While these conversations have been
centered locally and regionally, they’ve
caught state and national attention as well.
The struggles we’re experiencing in Central
Florida aren’t ours alone. Communities
across the nation are coming to grips with
similar challenges and are looking at our
experience and evolution to help them
determine their own course for the future.
The How Shall We Grow? initiative
recently garnered three national awards
from the American Planning Association,
citing excellence in three categories: The East
Central Florida Regional Planning Council
took home Best Use of Technology for
Planning Analysis for its creative use of
technology with How Shall We Grow? The
University of Florida won Best Use of
Technology for a University Urban and
Regional Planning Program for its
comprehensive work and teaching using the
project. And myregion.org received the
award for Best Use of Technology for Public
fm 5.07
The development choices we make will
also affect transportation patterns—how we
get from one place to another. Community
partners throughout the region are considering
these options, as well. LYNX, for example,
offers some interesting insight on Page 32 of
this issue.
As we have seen, community building
isn’t just about the here and now, or even
will present updated research on the
Florida, trends, economic impact and best
practices of the region’s Hispanic community.
The event will include insight from
nationally recognized experts, including
Henry Cisneros, chairman of CityView;
Marisa Rivera-Albert, president of the
National Hispana Leadership Institute; and
Emilio Gonzalez, director of the U.S.
Immigration and Naturalization Service.
It’s through these concerted outreach
efforts that we’re able to tap into the minds
of leaders in tune with “what’s happening”
across the nation and share with them what
we’re learning along the way. Building
relationships like these will help us balance
what we know firsthand with the knowledge
and expertise others can provide to build
consensus … and build our future!
what expectations may be 50 years from
now. It’s also about building community
awareness about issues and trends that
could press on us from outside our region.
It’s about building relationships with
decision makers in Tallahassee and
Washington, D.C. It’s about listening and
Jacob V. Stuart
provide invaluable insight on education,
Orlando Regional Chamber of Commerce
learning from national experts who can
healthcare and immigration.
For these reasons, the Orlando Regional
Chamber of Commerce will once again take
President
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a delegation of business and community
leaders to our nation’s capital on May 15-17
to meet with elected officials who are
influencing the national agenda and, in turn,
its effect on Central Florida. Along with
leaders from the Tampa Bay Partnership and
Jacksonville Regional Chamber of Commerce,
we’ll share concerns and expectations for the
future of our region and our state.
On June 28-29, a cadre of nationally
recognized experts will travel to our region
to participate in the Hispanic Summit. In its
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regional wrap
Central Florida growth has translated into
a dynamic region. Here’s a county-by-county
look at some interesting developments
and accomplishments.
Brevard
A NASA recently held a ceremony to officially
welcome a new International Space Station
component to the Kennedy Space Center. The
Experiment Logistics Module Pressurized Section
for the Japanese Experiment Module will be carried
into space on three shuttle missions. Known as
Kibo, which means “hope” in Japanese, it is Japan’s
primary contribution to the station. It will serve
as an on-orbit storage area for materials, tools
and supplies. It can hold up to eight experiment
racks and will attach to the top of another larger
pressurized module.
Lake
A Some of Lake County’s hottest growth areas are
cooling off because of a big drop in new-home
construction. Only half as many of the new singlefamily homes that fueled much of Clermont’s
growth were built last year compared with 2004.
Groveland, with about 6,000 residents, had a 20
percent drop in new-home permits between 2005
and last year. Minneola — with more than 9,400
residents — had permits drop by 72 percent during
the same time.
Orange
A Recently, Orange County firefighters challenged
their lifesaving brothers and sisters from Orlando
Fire Department, Orlando Police Department,
Orange County Sheriff’s Office, Orange County
Corrections and federal officers from the Coleman
Corrections facility in a basketball tournament at
the Amway Arena. Tickets proceeds went to help
the organizations’ favorite charities.
Osceola
A A new owner has begun work to save a downtown
structure that dates to around 1914. The city’s
Community Redevelopment Agency contributed
$60,000 to the project to renovate the facade —
including restoring to its original style. The former
Unicorn Inn has been shuttered for years and was
damaged by the 2004 hurricanes. At one point, it
was owned by a Mexican opera star. The new owner
plans to turn the property into professional offices.
A Steeped in history from the top of their kepis
hats down to their hand-pegged brogan shoes,
re-enactors recently marched onto the fields at
Chisholm Park to create the 14th annual Battle at
“How Shall We Grow?” Impacts High School Students
WHILE IT’S IMPORTANT to be engaged in addressing
To gain a better understanding of the key issues
didn’t see the value of being engaged in the
particular relevance to today’s youth. At Cypress
watch the five nights of prime time television
worried about today and didn’t have time to be
community issues, being actively involved is of
Creek High School, senior economic honors
students, under the guidance of their teacher, Pam
Ellis, spent much of this semester looking at “How
Shall We Grow” issues and initiatives.
“We’re the ones who will ultimately be affected
by the decisions being made today,” says Yisel
Tejeda, who contacted myregion.org and attended
a recent Board of Directors meeting. “Public
transportation barely exists in Central Florida. I
can only imagine how it will affect us in 50 years
if we don’t take action to change our growth
policies and procedures.”
fm 5.07
facing our region, the students were assigned to
programming broadcast from January 22-26 on
WMFE-TV and WKMG- TV. They completed the online survey and wrote a three-page report that
included a brief description of each episode, which
scenario they would prefer and why.
After completing the initial report, students
were given 30 days to complete a community
outreach project. Students went door-to-door
talking to people about the future while others
asked complete strangers (in one case a group of
homeless people) what was important to them.
Students were surprised at how many people
community. Some people told them they were just
concerned about the future. Others didn’t like
what was happening around them, but didn’t
think they could make a difference.
Ultimately, students learned that by being
aware and engaged they could make a difference.
Through their efforts, they had become better
informed and had also made a direct contribution
toward enhancing their future
quality of life.
regional wrap
(from left) The International Space Station soon will receive
its newest Japanese component —The Experiment Logistics
Module Pressurized Section; Reenactors recently marched
onto the fields of Chisholm Park in Osceola County to create
the 14th annual Battle of Narcoossee Mill; The Thornby parcel, a roughly 40-acre plot on the shores of Lake Monroe in
Deltona, is currently home to palms and magnolias as well as
wildlife such as wild turkeys and gopher tortoises.
Narcoossee Mill. While the “battle” isn’t a historic
engagement, it’s considered an authentic depiction
of a skirmish that could have taken place in Florida
during the Civil War. The battle is staged in March of
1864 as a follow-up to the historic Battle of Olustee,
a real battle fought near Lake City and known as the
largest battle of the Civil War in Florida.
Seminole
A The Seminole County Tourist Development Council
(TDC) recently announced its bed tax collections for
November through January, and like many areas
in Florida, occupancy is down while the average
daily rate is up. Bed tax revenues totaled $181,157 in
November 2006, a 14 percent decrease compared
with $210,064 in November 2005; $175,249 in
December 2006, 11 percent down from $196,407 in
December 2005; and $205,600 in January 2007, 14
percent less than $238,446 in January 2006.
Volusia
A The controversial Thornby parcel that Deltona city
leaders are debating for a park is worth only $2.3
million — one-third of the owners’ asking price
— according to a recent appraisal. The market-value
appraisal might prove to be another setback for the
vision of developing the roughly 40-acre parcel of
palm, maple and magnolia trees overlooking Lake
Monroe into a history-themed public playground.
City officials have not pledged any city money to
purchase the land, which is targeted for 200 multifamily units.
Polk
A Three Polk County government agencies — The Polk
County Health Department, the School Board of Polk
County, and the Board of County Commissioners,
Facilities Division — recently won a 2007 Prudential
Financial - Davis Productivity Award for the Multi-
Agency WIC Modular Team. The Team identified
a location for a new WIC office on the grounds of
Eastside Elementary School in Haines City. WIC is a
nutrition program for pregnant, post-partum, and
breastfeeding women, infants, and children up to
the age of five. The team worked together through
all phases of procurement, delivery and set-up the
new office. The health department provided the
modular, county government renovated the modular,
and the school board provided the land, parking lot,
fence, gates, and more. Participants in WIC receive
nutrition counseling and education by licensed
dietitians/nutritionists and checks for nutritious
foods. WIC coordinates with other health care
providers to ensure that clients receive on-going
medical care and immunizations. k
fm 5.07
News, Notes and
Commentary
by Michael Candelaria
If you thought all the buzz about a potentially booming bioscience industry was
premature, think again. Sure, UCF’s ambitious medical school isn’t here yet, nor is the
much-ballyhooed Burham Institute. Yet, things are already happening.
Consider the recent news about Orlando-based Tsunamic Technologies. Tsunamic
develops and customizes software that links “Linux clusters” — professional versions
of PCs that use the Linux operating system, which is an open source platform
preferred by many scientists because it can be customized to perform unique tasks.
The software can link hundreds of computers together in clusters that greatly
increase the computational power without substantially increasing costs. Last year,
the firm doubled its computational power.
Now, a Linux cluster designed by Tsunamic will be used to power gene-
sequencing research by scientists worldwide. The company landed a major contract
with Integrated Genomics, a Chicago biomedical research firm, to integrate
Tsunamic’s high-performance computer clusters with Integrated Genomics’
advanced ERGO bioinformatics
software, which features the
largest database of microbial
genomes in existence.
Honestly, I don’t quite
understand what the technology is
all about, but I know it’s good news
for the region. And it’s just a start.
Money could always buy a lot of
goodies from homebuilders in
Central Florida, but it couldn’t ever
buy a basement. Until now.
Get this: In the hills of Clermont,
homebuyers are finding up to
The Heart of Florida United Way clearly has the
community’s support.
2,405 extra square feet of
elbowroom — yes, that’s 2,405 — in Lennar homes that sport walk-in/walk-out lower
levels. They can be found in two communities: Nottingham at Legends Golf &
Country Club and The Reserve at Lost Lake.
You’ll notice that our cover story this issue of FM explores “workforce housing.”
Let’s just say, this is housing for the top end of the labor pool.
In case you missed it, the Heart of Florida United Way announced in late March it
had raised $17.35 million during the 2006-2007 annual campaign.
More than 450 Central Florida businesses ran workplace campaigns, organized
fundraising events and hosted golf tournaments to help in the campaign, which
exceeded the previous year’s total by $600,000.
Those are big numbers.
This annual tradition of community support in Central Florida dates back to 1939,
when the Heart of Florida United Way was originally called “Community Chest.”
Funds raised through the effort help provide critical assistance to the nearly 200
programs operated by more than 100 local social service agencies supported by
Heart of Florida. Last year’s campaign helped to serve more than 352,000 people in
Orange, Osceola and Seminole counties. This year, the organization will touch more
than 400,000 people.
It’s time to pound the old Community Chest.
Many of us know the story: Nationwide, there aren’t enough appropriately trained
math and science teachers in grades four through eight. In turn, test scores among
students are sub par.
fm 5.07
10
Artist Carolina Sardi’s work will be on prominent display at The VUE.
As a result, current work by 21st Century Learning Solutions Inc., a local
e-learning company, bears watching. 21st Century is developing tools to train
teachers in those critical grades to be more effective and get kids excited
about learning math and science. The tools are based on a prototype graduate
educational program for sixth-grade teachers called Mathematics and
Millennials-6th. It’s described as a content-specific, scalable two-course
program for math teachers that is delivered online. And it will soon be
followed by curriculum-specific math and science classes for teachers in
grades four through eight.
The initial course is being piloted this month with sixth-grade summer
school teachers from Florida, Mississippi and Ohio. Additional courses for
fourth- and fifth-grade math teachers will be ready for implementation
by midsummer.
With Florida school districts needing to hire approximately 2,300
mathematics teachers each year, any success could have a significant impact
in the classroom.
It’s not the prestigious Wharton School, as in the first collegiate business
school in the nation, located at the University of Pennsylvania. Nonetheless,
the news out of Seminole Community College is good for the local
construction workforce.
The Wharton-Smith Center for Construction will be housed in SCC’s new
Center for Economic Development at Heathrow. Thanks to a donation by
Wharton-Smith Inc. of Orlando, the new facility will provide education and
training opportunities to students and professionals alike in the construction
industry, as well as other business fields. The Center for Economic
Development at Heathrow, designed to create and maintain the skilled
workforce needed to “continue increasing economic productivity throughout
the region,” is scheduled to begin offering classes in August.
Our region’s own Wharton certainly bolsters that potential.
Talk about taking your art seriously. The VUE at Lake Eola, a high-rise condo
project, has been touting its planned artwork for months. And soon we’ll get to
see why.
Next month, installations are expected to begin, including Henry
Richardson’s fractured glass sculpture and stone base. Weighing in at
approximately 600 pounds, it will be lifted via crane up to the seventh-floor
outdoor amenity deck. Sculpted by hand with hammer and chisel, the piece
Henry Richardson’s 600pound glass sculpture
is another reason “VUE”
also stands for a-r-t.
will be lit from within and visible from neighboring
buildings.
Another work, Carolina Sardi’s painted steel relief
sculpture, consisting of dozens of painted metal ovals,
will be installed in a flowing pattern beginning on a 17foot wall in the central part of the residents’ lobby and
ending behind the reception desk.
Residents will begin moving into The VUE this fall.
Presumably, they’ll appreciate art. k
fm 5.07
11
business style
Minding Your
P’s and Q’s
Old-school etiquette still
equals business success.
by Courtney Gleaton
In today’s business world, “casual Fridays,”
electronic communications and an overall “new age”
mentality in the workplace have provided a great
deal of respite from the rigid formalities of old. As a
result, however, it’s more important than ever to
possess proper business etiquette skills for those
times when face-to-face interaction is a must. After
all, regardless of an overall trend toward casual,
business is still business, and it’s best to be
prepared when proper etiquette can win the day
for your company.
Here are some tips:
While you may love to don your Journey T-shirt and
cutoffs from 1984, it’s best to leave them for the
weekends … or, quite frankly, leave them for life.
AM
eet and Greet — A firm handshake is still the
standby classic. During business hours, keep greetings
to a handshake and leave cheek kissing for after-hours
functions. I’m not saying there won’t be some “kissing
up” going on because that’s all part of the game.
However, physically puckering up is too informal. A
friendly-yet-firm handshake — for males and females
alike — remains an etiquette must.
A It’s Not a Pajama Party! — Casual Friday is not the place
to break out the tube tops or shorts. Quite frankly, it’s
not the time to break out anywhere. When dealing with
work colleagues, potential clients or bosses, it’s still
necessary to separate your personal self from your work
self. While you may love to don your Journey T-shirt and
cutoffs from 1984, it’s best to leave them for the
weekends … or, quite frankly, leave them for life.
A Let’s Do Lunch — When dining with a business
associate, it’s paramount to maintain an air of
professionalism. Even though lunch constitutes a more
relaxed setting than the office, it should be deemed a
fm 5.07
12
meeting of sorts. Therefore, refrain from negative gossip,
dirty martinis and a blatant disregard for manners. In
addition, I recommend ordering something simple to eat
when meeting with someone important. Trying to “close
a deal” with spinach nestled between your teeth is
probably not ideal. And I don’t care what anyone says,
it’s very difficult for most people to tell others to clean
their teeth!
A Big Brother — The information age is here to stay, and
gone are many of our rights to privacy. Always think,
believe and know that someone is viewing the Web sites
being surfed by or e-mails being circulated among
employees. Most likely, it’s upper management reading
and reviewing these things, and it’s not worth the risk of
losing your job. Unless you own the company, save
surfing for home or the beach.
A Turn It Off! — Without a doubt, my biggest pet peeve
when conducting business is the “friend and foe” cell
phone. The fact is that we have become a society in
constant motion, able to do anything from our cars,
including masterminding hostile bank takeovers.
However, the whole cell thing has gotten out of control,
and people’s manners have gone by the wayside.
Nobody wants to hear that much about your life,
whether it’s professional or personal business. Cell
phones should absolutely be turned off during meetings,
lunches or any other situation where the conversation
may be distracting to others. Really … can’t it wait?
The bottom line with any company is numbers, and
being too informal or carefree at work just doesn’t
add up. Separating your professional and personal
lives is so much easier and less stressful than
bringing your personal life into the workplace. We all
work hard for our money, and there’s no reason not
to exercise some business etiquette. It actually could
lead to more money. Never a bad thing in my book! k
Courtney Gleaton is the owner of Courtney K. Couture,
a boutique for the stylish, located at 2910 Corrine Drive
in Orlando. cover story
Findingthe
Keys
Opening the door to housing
affordability for the region’s
workforce has moved from
social concern to economic
priority. Steps are being taken.
Will solutions result, or will
many of our workers remain
shut out?
By Michael Candelaria
fm 5.07
14
cover story
CC
assandra Witt feared the worst. While
renting a house in Apopka, she and
husband Alexander had thought about
becoming homebuyers. They didn’t start looking,
though, until their landlord forced their hand.
When somebody came by unexpectedly one
weekend to check out the property, they realized
their home was for sale. Only, they would soon be
shocked again, this time by the prices of homes.
“All the houses were way more than we
thought they would be. The ones that were
reasonable were just not what we were looking
for,” says Witt. “At first we thought, ‘We don’t
know how we’re going to do this.’”
The Witts, both in their early 20s, made several
unsuccessful bids to buy before a below-asking-
price offer finally was accepted a few months ago
because the sellers had to move. They purchased
a three-bedroom, two-bath house in Apopka,
with a price of $210,000. Then came the trick of
Despite being employed and working hard, the
Witts can barely afford their housing. And they’re
among the fortunate ones.
That scenario is not uncommon, nor is it
going away anytime soon. Housing affordability
for working-class residents is a case of simple
arithmetic that steadily grows more complex
as a Pandora’s Box of marketplace, legislative,
development, transportation and community
issues converge in Central Florida. And it’s
touching neighbors, co-workers, friends, family
members and perhaps even you.
As a result, no longer is this just a social concern
involving the destitute. It’s about business and
the economy. There are few ready answers, either.
Plus, the prospects for the region’s growth hang
in the balance, because although the economic
engine is chugging pretty well these days, longterm viability could be in jeopardy.
actually obtaining a mortgage they could afford
Simple Arithmetic
for their 1-year-old. Cassandra was employed in
market was that households could afford a
company and attended community college;
income, depending on outstanding debt. Using
household income was $57,420.
2007, a household with an income of $54,900
the Orange County Housing Finance Authority,
between $144,000 and $172,000. A lower income
down-payment assistance and a 30-year loan at
afford a $115,000 to $138,000 home. An even
during the initial five years and, afterward, at
$28,700, could afford between $72,000 and
When the Witts completed their family
The problem is, homes at these price levels are
which included another baby due in August, the
Between 2000 and 2006, according to
had planned. Optimistically, they hope to squeeze
metro Orlando rose from 2.2 to more than 4.5
bring relief. “Being careful and with some good
while that median income for a four-person
and still have enough money left over to care
Historically, the rule of thumb for the housing
the construction loan department of a mortgage
home that cost 2.5 to 3 times their annual
Alexander was an apprentice electrician. Their
the area’s median family income as of January
A lengthy Internet search brought her to
could, therefore, afford to buy a home priced
where the Witts were able to obtain $10,000 in
household, with an income of $45,900, could
5.99 percent. The $10,000 must be paid, but not
lower income household, with an income of
only a 3 percent rate.
$86,000 for a home.
budget, accounting for “every little expense,”
virtually nonexistent in Central Florida.
mortgage payment came out $50 more than they
published data, the median home sales price in
by until pay raises and even more belt tightening
times the median family income. Last January,
luck,” she says, “we should be OK.”
household was $54,900, the median sales price
W.D. Morris, executive director of the Orange County Housing
Finance Authority, understands the plight of both prospective
homeowners and developers. His agency offers them help.
15
cover story
for a single-family home was $259,900; the median
2005, monthly rents have increased more than
Why the price/wage disparities? Throughout
a two-bedroom unit. The median monthly rent
price for an existing condominium was $166,900.
the state, home prices escalated at the beginning
of the decade and, until recently, didn’t slow
much. During 2000-2006, housing prices
increased, on average, 108 percent while incomes
increased 36 percent.
Market forces widened those disparities.
In a nutshell, housing demand exploded in
recent years, mostly by virtue of a burgeoning
“People recognize [this issue] now because it has started impacting
them. They thought affordable housing was for ‘poor people.’
It’s different now. It’s becoming an issue that’s touching people
because the need is different than it’s been in the past.”
- Susan Leigh, Tallahassee-based industry consultant
relocation market, while land and material costs
jumped. At the same time, interest rates were
low and, with capital gains taxes on housing
having been cut, a new flow of money entered
real estate. This meant affordable housing, by its
strict definition, wasn’t a priority among builders
At a Glance
Workforce Housing
in Central Florida
*
over
the past
years.
Wagesdramatically
have not
Housing
pricesfive
have
increased
kept pace.
*
household
incomes
between
$25,000
Half of Central
Florida’s
workforce
hasand
annual
$75,000. More than 93 percent of Orange
County’s potential first-time homebuyers
earn less than $75,000 per year.
*
to
thosehousing
income groups
is, forbethe
most part,
For-sale
that would
affordable
not being produced in the region.
*
market,
largely because
of condominium
Rental housing
is disappearing
from the
conversions and reduced multifamily
construction.
*
households
arepercentage
spending more
than
An increasing
of renter
30 percent of their income for housing.
*
olds
in Orange Countyrate
decreased
between
The homeownership
for 25-to-34
year
1990 and 2000.
Source: Orange County Government
and developers, who were fighting their own
battles against construction impact fees.
And this doesn’t even include the hole in
homeowners’ wallets left by skyrocketing taxes
and insurance costs, along with transportation
expenses on overburdened roadways, or the
remaining damage of Hurricane Charley.
Similarly, the rental market has become
less affordable due to dwindling supply and
strengthening demand. Many apartment units
have been converted to condos. In September
2006, for example, there were approximately 563
apartment complexes, containing some 134,459
apartment units, according to Charles Wayne
Consulting Inc. Six months prior, there were 585
apartment units and 151,500 units. Since March
$115 for a three-bedroom apartment and $101 for
for a two-bedroom apartment is $900, and it’s
$1,080 for three bedrooms.
Today, more than half of metro Orlando’s
renters are spending more than the
recommended 30 percent of their income for
housing. And roughly 1 in 5 renter households
are spending more than half of their income for
rent. Notably, the U.S. Department of Housing
and Urban Development defines “affordable” as
housing, including rent and basic utilities, that
costs no more than 30 percent of a household’s
monthly income.
Consequently, the time when households
with one full-time worker — or even two fulltime workers — could take for granted that
they would be able to afford to live in the
community where they work is disappearing.
The upshot: The region’s workers, including
teachers, firefighters, service workers and others
vital to the community, increasingly are finding
themselves priced out of the housing market.
There isn’t enough “workforce” housing.
“The problem is recurring everywhere that
I work, and I work all over the state,” cites Ted
Brown, a land-use and development attorney
with Baker Hostetler LLP and co-chair of the
Association of Florida Community Developers’
Affordability Task Force.
And even if such housing is found, the fit
is often tight, contends W.D. Morris, executive
director of the Orange County Housing Finance
Authority, a quasi-governmental organization
that works with both first-time homebuyers
and rental-housing developers. “You can make
the [housing cost vs. income ratios] work, but it
puts you into a very difficult position,” he says.
“You can’t stand any hiccups. If anything goes
wrong [such as unexpected medical expenses
or automobile repairs], you’re in a dire position
because you’ll be extending yourself too far.”
Metro Orlando Income/Home Price Comparison
Year
Median Family
Median Home
$109,300 Income
2000 $49,600 2002 $54,700 2004 2006* 2001 2003 2005 $52,000 Sales Price
Price/Income
$120,300 2.3
2.2
$130,300 2.4
$54,700 $164,500 3.0
$57,400 $259,700 4.5
$52,700 $55,100 $143,500 $231,400 2.7
4.2
Sources: U.S. Department of Housing and Urban Development, Florida Association of Realtors, Orange County Government
* March 2006
fm 5.07
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cover story
Evolving Terms
The government provides definitions for “low- to moderate-income
households,” which are often divided into four categories. Workforce housing
involves people who are in the highest of the four income categories,
representing households that earn between 80 percent and 120 percent of
the Area Median Income. Based on January’s local median figure of $54,900,
the “workforce housing” category ranged from $43,920 to $65,880.
Do those incomes ring a bell?
Perhaps they should. Half of Central Florida’s workforce has annual
household incomes between $25,000 and $75,000. A local rookie fireman
makes roughly $35,000 a year. The beginning salary for an Orange County
Public Schools teacher with a bachelor’s degree is $35,895; the average pay
for teachers in the county is $40,415.
Hence, defining terms correctly becomes critically important to
perception. “If you say, ‘workforce housing,’ that starts to have a different
connotation,” says Brown. “When you say, ‘I’m building affordable housing,
the implication is that you’ve got marginal mothers on welfare, guys out
of work living on the government dole and people who are generally not
going to take care of their property.”
Indeed, the issue of workforce housing is hitting home.
“People recognize [this issue] now because it has started impacting
them,” cites Susan Leigh, who holds a master’s degree in housing, has
shaped state housing policy and now is principal of The Community
Concepts Group Inc., a consulting firm with offices in Florida and Texas.
“They thought affordable housing was for ‘poor people.’ It’s different now.
It’s becoming an issue that’s touching people because the need is different
than it’s been in the past.”
Ted Brown, a land-use and development attorney with Baker
Hostetler LLP, contends “workforce housing” is perceived differently
from “affordable housing,” which has a more negative connotation.
fm 5.07
17
specialstory
cover
report
Heightening Attention
a social situation in the community to an economic
Boisvert is faced with just that
“This went from a crisis in affordable housing to an
get engaged. When our essential service folks can’t afford
requires its line personnel to
And, not coincidentally, awareness is mushrooming.
economic crisis,” cites builder Sam Morrow, 1990 president
of the Metro Orlando Home Builders Association, who
remains politically active. “And when it moved from
challenge in the community, more people have started to
to live in the county where we want them to be first-line
defenders, suddenly more people are paying attention.”
As a regional vice president for Progress Energy, Laura
challenge. Progress Energy
live within 40 minutes — not 40
miles — of their work locations.
This way, they can respond
quickly in the event of power
outages. However, rising home
costs, along with traffic concerns,
make that a tough proposition.
“With some of my office
locations, I have a very hard
time filling positions, because
they can’t afford the homes and
they can’t meet that 40-minute
requirement,” say Boisvert, who is
a member of the Orange County
Workforce Housing Task Force. “It
really is something that has come
front and center for us.”
So, what is being done?
Building Consensus
The way Orange County
Commissioner (District 5)
Bill Segal sees things, before
substantial advances are made,
builders, developers, legislators
and other community leaders
must first arrive at the meeting of
the minds. And, despite an oftencontentious past among those
groups, he believes progress is
being made. “Everybody’s pretty
much bought into [the notion],”
says Segal, chair of the Orange
County Workforce Housing Task
Force and a former homebuilder.
Since last fall, the task force
has met more than 30 times to
explore such topics as financial
incentives for buyers and
builders, regulatory controls,
development strategies and
transportation options. Some
20 or so recommendations from
the task force will reach the
Orange County Board of County
Commissioners by June. The
commission then is likely to
send those recommendations to
staffers for refinement.
Segal, for one, is intent on
embracing the role of builders
and developers in finding
solutions. “We’re going to give
them the arrows in their quiver,
fm 5.07
18
cover story
all the little pieces to the puzzle
able to qualify for assistance that ranges from $20,000 to
would receive a 75 percent reduction of impact fees if they
projects and offer affordable
would be a soft second mortgage — the longer you live in the
reduction for homes priced up to $185,000; and a 25 percent
that they need to do their
housing,” Segal vows.
“It’s got to be easy for them to
buy in. If it’s burdened down with
a bunch of bureaucratic morass,
$35,000, depending on income. Essentially, the assistance
home, you less you have to pay back.
Impact fees subsidies would be designed to spur the
construction of lower-priced housing. Potentially, builders
build homes priced at $151,000 and under; a 50 percent
reduction for homes priced up to $219,000. “For for-sale
product, the target area is $219,000 and below,” says Segal.
“We think it can be done.”
no one is going to want to do it.”
That’s music to the ears of
people like Morrow and Brown,
who insist their colleagues in
construction want to be part
of the solutions — as long
as it doesn’t cost a fortune
in construction impact fees.
“Nobody is going to put
entrepreneurial capital into a
house that the market says you
can sell for $250,000 and sell it
for $200,000,” Brown says.
“You just can’t go pass a
$5,000 impact fee for something,
then an $8,000 impact fee for
something else. Then a school
impact fee for over $10,000 a
house in Orange County,” says
Morrow, president of Florida’s
Preferred Homes Inc. “In Lake
County, they’re trying to get
$17,000 a house [in impact
fees]. You just can’t proceed
down that regulatory road
with no consequences. And the
consequences are where we are
— the folks that work here can’t
afford to live here.
“This will take everybody
coming to the table with
whatever their expertise is and/
or some monetary contribution.”
Plans of Action
For starters, Segal reveals,
those contributions in Orange
County are most likely to emerge
from greater down-payment
assistance for buyers, impact fee
subsidies and density bonuses
for builders and developers,
and targeted corridors for the
construction of workforce
housing.
It’s anticipated the
recommendations of task forces
from the region’s other counties
will yield similar looks.
In Orange, buyers would be
fm 5.07
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cover story
With density bonuses, the more workforce
concept. Speaking to more than 450 Florida
to take hold, warns Leigh, who served as CEO of
more total units the builder gets to include
representatives statewide at a summit on
Lawton Chiles and lives in the state capital. She
units that a builder makes room for, the
government, business, housing and community
in a community.
affordable living, they encouraged large
Under the plan to designate corridors for
workforce housing, Segal’s task force identified
three areas: along State Road 436; Colonial Drive
from downtown Orlando to Alafaya Trail; and
Highway 441 north of Colonial Drive to Apopka.
“The theory is put them all on major arterials
where there are busses, and instead of having
people travel long distances, try and bring some
of this closer into the heart of the community,”
Segal explains. “We’re not going to allow
impaction, where you put all of it in one area.
space so they can save enough to buy a home.
The HBA is finalizing a workforce housing
initiative for metro Orlando, intended to be a
catalyst for establishing partnerships that would
produce workforce housing. Morrow provided no
further clues, stating the initiative will be made
Workforce Housing Task Force that if the county
employers taking a more prominent role by
is going to resolve its current affordable-housing
offering housing-assistance programs and
issues, it will need to streamline the permitting
employee bonuses dedicated to housing, a
process; increase the discount for impact fee
Chamber of Commerce study this year as part of
Builders Association trumpeted the same
workers, in turn, would gain some breathing
Association has advised the Orange County
Also, Boisvert points to the possibility of
Last fall, officials from the Florida Home
rent to their workers at reduced rates. Those
In addition, the Orlando Regional Realtor
the community.”
a strategic priority on workforce housing.
homeownership by providing housing they can
public soon.
We do need it, but it should be spread out in
concept she will help the Orlando Regional
employers to develop pathways to
waivers; increase down-payment assistance;
and increase density.
History Lessons
Looking back, legislative change has been slow
Orange County Commissioner Bill Segal, who chairs the county’s
Workforce Housing Task Force and is a former homebuilder, seeks
active participation from builders and developers in finding solutions.
the Florida Housing Finance Corp. under Gov.
cites much of the current legislation that affects
housing is more than 20 years old, such as the
1986 Tax Reform Act, which in part took away
developers’ incentives to build affordable
housing. That legislation also was created during
a different economic era, she notes.
Similarly, the Sadowski Affordable Housing
Act, which provided all local governments in
Florida with a dedicated revenue source to help
build affordable housing, came into force in 1992,
15 years ago. The act still packs a charge,
accounting for virtually of Florida’s grant and
loan activities at the state level through a trust.
Yet, it’s not fully funded. The most recent
legislative session funded the Sadowski Act in
the amount of $433 million but left a balance of
$507 million to be allocated to other programs.
The only new legislation to emerge recently is
the Community Workforce Innovations Pilot
Program, referred to as CWIP. Created by the state
Legislature last year with $50 million, the
program promotes public-private entities seeking
to build affordable housing for Florida’s
Housing Affordability Ratings
Rating Home Price/Income Ratio
Severely unaffordable 5.1 and more
Seriously unaffordable 4.1 to 5.0
Moderately unaffordable 1 to 4.0
Affordable 3.0 or less
Source: Demographia; Orange County Government
“We’re going to give [builders
and developers] the arrows
in their quiver, all the little
pieces to the puzzle that they
need to do their projects and
offer affordable housing.”
- Orange County Commissioner Bill Segal
fm 5.07
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cover story
workforce. And, interestingly, while most other
downtown Orlando high-rise. The price of the studio,
housing and forego their typical response to
120 percent or less than median income, CWIP
$5,000 from his grandfather and expected help from
The tasks are far from easy.
programs are geared to households with incomes of
extends to 140 percent — a move that reinforces the
widening circle of the workforce housing issue.
Any new legislation must reflect the changing
economic times, asserts Leigh. “The interest rate is no
longer an issue keeping people out of homes,” she
says. “Down payments are still an issue. But the real
issues are the cost of construction and the regulatory
issues surrounding that construction. That’s today’s
problems, along with taxes and insurance. Those have
to be solved.
“All programs should be revisited, and more
creativity is needed. You can pour more money into
this than God has, and it may or may not be effective.”
Reality Checks
Even, in fact, when helpful programs exist, there
$190,000 for 615 square feet, seemed steep, but with
a housing agency, he moved forward. He was eligible
for $20,000 in down-payment assistance, since he
was a fireman, plus special bond financing. None of
it arrived.
“One delay after another” in processing the
required documents pushed back his scheduled sale
closing. The agency’s money ran out, too. Finally, with
the help of a local bank he was able to receive special
bond financing and reduced closing costs. Adding
insult to injury, the agency regained its funding two
days after his closing. By then, of course, it was
too late.
“I was happy that I got a good rate,” Britt says, “but
it could have been better in the way it was supposed
to work out.”
can be cause for concern.
Turning the Keys
he was in line for down-payment assistance, only to
The footing is loose. Somewhat disparate minds
Just ask Dallas Britt. A rookie fireman, Britt thought
have paperwork delays and poor timing keep him
from the money.
Two years ago, he signed a preconstruction sales
contract to purchase the smallest condo unit in a
How will things work out for Central Florida?
first must meet among the community’s leadership.
Even if they agree, appropriate legislation must
follow and plans must be executed. Then residents
must push aside their prejudices about “affordable”
construction: Not In My Back Yard.
Yet, Morris of the housing finance authority, who is
in most frequent contact with residents in need, sees
opportunity. “If this community is proactive and
begins to address this issue as comprehensively as
possibly, I think we can hedge off [a lot of problems]
and learn some lessons from California, where they
really have problems with affordability,” he says.
Homebuilder Morrow senses urgency. “No more
studies, no more committee meetings, no more
talking about it. It’s time for doing the deals,” he says.
Leigh, with housing roots across the state, suggests
swift action. “There are resolutions. But everyone has
to decide that it’s important enough,” she says. “Will
things actually happen from these task forces, from
these recommendations? There’s been a lot of
talking; there’s been a lot of hashing it out. There has
to be change.”
Cassandra and Alexander Witt, meanwhile, have a
new place to live, as does Dallas Britt. Many others are
still waiting, and wondering. k
focus on | Human Resources
A Healthy Alternative
Whether you’re a business owner looking to retain employees or a human
resources professional concerned about rising health insurance costs, here
are some tips on how to develop a successful employee wellness program.
by Jack Roth
Why a Wellness Program?
Employee wellness programs are initiated by
employers to improve the overall health of their
labor forces and to help individual employees
overcome specific health-related issues. These
programs can be offered in a variety of formats:
In mandatory staff training sessions, as voluntary
seminars, or through a third-party provider offering
a wide-range of employee assistance programs.
“It can get pretty sophisticated,” says Kathryn
Griffiths, senior vice president and general
manager of Lee Hecht Harrison in Orlando. “That’s
why business owners tend to partner with experts
in wellness program implementation.”
In every case, the employers foot the bill for the
programs because an investment in employee
health is a business investment that directly
impacts the company’s bottom line. Apart from
the obvious concern for the health of your
employees, there are several other reasons why
employee wellness programs make sense for small
businesses. Almost immediately, your business
EMPLOYEE HEALTH IS a major concern for small
business owners. First and foremost, in a small
shop, even a few sick workers can disrupt the flow
of a workplace and bring the operation to a
standstill. And with health insurance costs
skyrocketing, it behooves business owners to
try and implement a well-designed wellness
program that can increase productivity, boost
morale and vitality, reduce stress, reduce
absenteeism, and control preventable healthcare
costs within an organization.
The nice part about implementing a wellness
program is that you’re simply helping employees
to make smart choices, so the costs of doing so are
minimal compared to the benefits.
“Having a wellness program demonstrates the
company’s commitment to the health and well
being of employees and their families,” says Susan
E. Lee, director of the Better You from Blue Health
Promotion Program at Blue Cross and Blue Shield
of Florida. “Benefits include reducing absenteeism,
increasing recognition of health coverage value,
reinforcing positive health practices and
enhancing employee morale.”
will benefit from the decreased level of absenteeism
that goes hand in hand with a health workforce.
Wellness programs also reduce the number of
injuries that occur in the workplace, not just from
accidents, but from repetitive motion and other
recurring sources. Since even a minor blip in
worker attendance can have a big impact on a
small company, a more reliable workforce will
inevitably translate into a smoother work cycle
and a more robust bottom line.
So, you’re thinking health-related work issues
can’t be that bad? Well, here are some sobering
facts that validate the need for wellness programs:
A The United States spends 95 percent of its healthcare
dollars, one trillion dollars a year, on diagnosing and
treating many diseases. However, half of all deaths in
the United States can be prevented.
A People with many health risks (e.g., obesity, cigarette
smoking, and high blood pressure) tend to be less
productive than those who are in better health.
A A study showed that employees with no risk factors
paid about $190 a year on medical expenses. Those
who had one risk factor paid $360 a year. Persons with
2-3 risk factors paid about $542 a year and those with
4-5 risk factors paid $718 a year in medical expenses.
A Another study showed that not being physically
active costs an employer $1,900 annually. Employers
must pay for a decrease in productivity as well as
higher costs for health insurance disability and being
absent from work.
Tailoring a Program
Defining your resources is important in your
ability to carry out the proposed program. After
you figure out what resources are available to you,
you’ll be able to develop a budget that’s suitable
for your department. Depending on your
company’s specific needs and criteria, resources
might include facilities, fitness testing and
physical activity equipment, materials and
supplies, a wellness committee, fitness apparatus
such as weights and cardiovascular equipment,
fitness instructors, health fairs, local gyms and
health educators.
Asking employees about their needs and interests
increases the chances that they will participate in
wellness activities. You may gather input through
informal conversations or by conducting a formal
needs assessment among employees.
“It’s always recommended to poll your
employees on their interest,” says Lee. “The best
programs don’t work if folks don’t participate.”
Wellness Program Web Sites
A www.wellnessquotes.com/
Aw
ww.lifecare.com/
Aw
ww.medifit.com/index.asp
Aw
ww.wellnesscorporatesolutions.com/
A www.sparkpeople.com/
A www.iwellsolutions.com/
Aw
ww.wellsolutions.com/
Aw
ww.ehms.com/
A www.ecaresolutionsinc.com/
A www.corpwellness.com/
Aw
ww.matria.com/
A www.hfit.com/
Aw
ww.healthtrax.com/Club/Scripts/Home/home.asp
fm 5.07
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focus on | Human Resources
Wellness Program Features
programming you want to offer. Most
range of health-related topics. Based on
some programs in the following areas:
Wellness programs can cover a broad
your employees’ needs, it’s entirely up to
you to determine the kind of
employee wellness programs offer at least
Nutritional programs educate employees
about food options and equip them to make
healthy dietary choices.
employees with opportunities to
incorporate exercise into their
daily lives.
Nutrition. Diet can significantly impact an
employee’s ability to do their job effectively.
Physical Fitness. In addition to diet, exercise
is an important factor in a healthy lifestyle.
Wellness programs frequently provide
Smoking Cessation. Statistics prove
that smokers tend to fall ill more
frequently than their non-smoking
peers. Since sick employees disrupt
the workplace, smoking cessation
programs are a no-brainer for both
employers and employees.
Physiological Testing. Many
employers offer physiological as a
regular part of their wellness
programs. Cholesterol tests, blood
pressure screenings, and other
simple exams can provide early
warning signs for more serious
problems.
Stress Management. Stress itself
takes a toll on employees. However,
stress is also linked to other health
problems such as depression,
cardiovascular disease, diabetes and
obesity. Wellness programs that help
employees deal with stress improve
not only the psychological health of
your employees, but their physical
health as well.
Bottom Line Benefits
Businesses are increasingly
turning to wellness programs to
get a handle on rising healthcare
costs, and most believe these
programs will have a long-term
impact, according to a survey
recently released by the Deloitte
Center for Health Solutions and the
ERISA Industry Committee (ERIC).
fm 5.07
24
focus on | Human Resources
The survey of 365 of the nation’s
monetary savings to include reduced absenteeism, higher
the independent chairman of the Deloitte Center for Health
percent of companies said they
“Employers large and small see the potential in encouraging
are a long-term investment in a healthier, happier and more
leading companies found that 62
implemented wellness programs
to improve employee health, and
another 33 percent said they were
productivity, fewer injuries and increased morale.
employees to lead healthier lifestyles by eating better,
exercising more and not smoking,” says Tommy G. Thompson,
Solutions, which has an office in Orlando. “Wellness programs
productive workforce. That will be good for workers’ waistlines
— and companies’ bottom lines.” k
considering such programs. Of
those companies with programs,
64 percent said rising health care
costs were “a major factor in our
decision” and another 34 percent
said high costs played some role.
The evidence from big and
small companies who have
adopted wellness programs
shows significant savings in
insurance premiums and time
lost due to illness.
A DuPont found that its wellness
program saved $1.42 for every
dollar invested.
A A wellness program instituted at
Berk-Tec, a manufacturing plant
with 1,000 employees, reduced
health-care costs in one year by an
average of 18 percent.
A A municipality in California offered
classes and fitness training in an
attempt to reduce back problems
among staff. Workers’
compensation claims went down,
as did medical costs and sick days
related to back injuries.
The savings to your company
from instituting health and
wellness programs are very real,
and the benefits go beyond
fm 5.07
25
MIND MATTERS
Paying It Forward
Quality customer service is a
social responsibility.
by Erica Boucher
MOST OF US are willing to admit, to one degree
or another, that we have an effect on the
environment and the people around us. It is for
this reason that we recycle, support worthy
causes and vote.
For us as business owners and employers,
responsible business practices mean providing a
safe space for employees and customers, respect
for the local environment and fiscal responsibility,
among others. But arguably one of the most
important aspects of being a presence in the
local community is the quality of customer
service we provide.
Customer service is an art form. Done well, it
makes the consumer feel valued and important,
and who doesn’t want to come back for more of
that? Done badly, it leaves customers feeling
irritated and annoyed or, in severe cases,
disrespected and abused, and that energy stays
with them just long enough to ripple out into the
environment and affect the people they come
into contact with next. And it certainly doesn’t
inspire them to come back for more.
The human relationship is suffering in today’s
business world, and values like courtesy and
respect seem to have fallen into the category of
“optional, but not required.” Most of us have
learned to accept, and even come to expect, to be
ignored, disrespected and even insulted in some
instances during a typical business transaction.
It’s Time to Bring Back Nice
As employers, we can make pleasant customer
care a part of the job description and have a zero
tolerance policy for anything less. Just as
employees are expected to arrive on time, wear
the company uniform and carry out their specific
job tasks, so too should they be expected to treat
all customers as if they matter — because they do.
There are a few basic, simple steps that can be
taken to ensure that quality customer service
is provided.
A Make Eye Contact: Require everyone you employ to
fm 5.07
26
make eye
contact with
whomever they
are addressing.
A S mile: Like a required
uniform, this is an
inarguable accessory.
AG
reet: Everyone who walks through the door
should be greeted immediately. If the
employee can’t get to customers right away,
the employee should tell them that he or she will be
with them shortly. It shouldn’t be left up to
customers to figure out.
AB
e Sincere: Employees must make a sincere attempt
to meet the customer’s needs.
AB
e Appreciative: Employees should thank each and
every customer for his or her business.
A Have a Plan: Come up with a plan to address the
disgruntled customer. There will be times when no
matter how courteous and effective your service is,
a customer will be dissatisfied. Some will not be
happy until they have made a scene and ranted and
raved for a bit. There should always be somebody
on duty who has been trained in customer service
and conflict resolution and who can step in
when necessary.
All employees, regardless of age, education or
experience, can take these simple steps to make
themselves more valuable employees, more
positive co-workers and more pleasant members
of the community at large. All employers have
the right and the responsibility to expect these
behaviors, at the very least, from each and every
person on their payroll, and to hold their staff
accountable when they fail to act accordingly.
Unless a business makes it part of its mission
to offer top-notch customer service and demand
it from employees, it can no longer be assumed
that it’s just going to happen. Customer service
used to be something that was simply
understood to be part of any job description.
Now, not only do these instructions need to be
carefully spelled out, but an employer is probably
also going to have to provide ongoing staff
training to ensure that customers get the high-
quality service they deserve on a consistent basis.
As a business owner, you must remember that
customers have the power — and the right — to
take their business elsewhere and communicate,
respectfully, why they have chosen to do so.
MIND MATTERS
Never doubt that
a small group
of thoughtful,
committed
citizens can
change the
world. Indeed,
it’s the only
thing that
ever has.
organizational communication from Rollins College and offers
workshops on self-awareness, self-esteem building and communication, among others. She also promotes stress management
and healthy living through corporate yoga classes, private
yoga sessions and Yogassage. For more information,
visit www.ericaboucher.com, or call her at 407.383.4196.
- Margaret Mead, Anthropologist
Quality businesses offering
good customer service do
exist, and it’s into these
businesses where most
people — if given the choice
— will put their hardearned dollars.
grand bohem
Most of us will fill one or
more of these roles
(employee, employer and
customer) on any given day.
Doing your part, consistently,
empowers you to have a
voice. As consumers, we can’t
have a better world without
demanding a higher standard
of communication before
handing over our greatest
bargaining chip: our money.
And business owners should
demand this higher standard
of their employees before
accepting it. k
Erica Boucher is a yoga and
massage therapist and a life
coach specializing in issues of
self-esteem building, personal
empowerment and communication. She has created a comprehensive personal empowerment
program titled “The Search for
the Authentic Self,” and is
currently writing a book under
the same title. She has a B.A. in
fm 5.07
27
HEALTHCARE WATCH
plan on a pretax basis, this benefit is 100 percent
disability coverage. Yes, there are other types of
underwritten, and not all your employees will
employees need disability coverage and will
employee paid. Individual policies are medically
qualify, but this is a place to start.
Group plans have the benefit of being “guarantee
issued.” This isn’t to be confused with “no pre-
existing conditions.” If a person has had coverage
for 12 months with no coverage gap longer than 63
days, then her pre-existing conditions will be
covered. If you’re offering a group plan for the first
time, you need to prepare your employees for the
possibility that their pre-existing conditions may
not be covered for 12 months.
All insurance carriers have an underwriting
guideline stating that the employer must pay 50
percent of the single premium toward a group
plan’s premium. The rest of the single premium
and the entire dependent coverage premium can
be payroll deducted through a Section 125 plan. You
Stretching a Dollar
also need to be aware that carriers require 70
percent to 75 percent participation, which means
you need to get people who aren’t covered
Creating an employee benefits
package on a limited budget.
elsewhere to enroll. If 50 percent of the single
by Vickey Wollan
enrollment in the plan.
MOST EMPLOYERS UNDERSTAND it’s impossible to
premium is close to one week of take-home pay,
many of your employees will not be able to afford
premiums to paid claims even if your company is
Employees want
choices, and offering
choices doesn’t
make the program
more expensive.
year. Remember, health insurance is a long-range
Choices and Additions
financial stability, asset protection and peace of
doesn’t make the program more expensive.
retain good employees without a strong benefits
package, but how do you know the company is
getting a good return on investment in both value
and people capital when you put one together?
Insurance carriers don’t provide detailed
information to groups with fewer than 100
employees, but you can ask for the ratio of
smaller. This will tell you the value of a given plan
expense you incur to provide your employees with
mind. You’ll need more than one year of data to
see the true value.
What You Should Know
A company’s benefit package should grow along
with the company. If you don’t currently have the
cash flow to pay for a group plan, you should
consider offering a “list bill individual program.”
Other than the minimal cost of setting one up and
administering the payroll deductions, preferably
running these deductions through a Section 125
fm 5.07
28
Employees want choices, and offering choices
Depending on the carrier, if you have five to 10
employees, you can offer a dual option where the
50 percent single contribution is based on the
lowest-cost plan. Employees can buy up to the
better benefit. You may be surprised by the fact
that lower-income employees often buy up to a
smaller-deductible plan because it helps them
budget their expenses a little bit each week rather
than being hit with a high-deductible bill all at once.
When your company is considering adding to
the program, the next step is contributing toward
coverage that are more popular, but your
unlikely pay for it themselves. There are two types
of disability plans: long term and short term. Longterm coverage begins after an elimination period
that lasts around 11 to 15 weeks. This coverage
offers income replacement that’s usually around
66 percent of the pre-disability earnings to age 65.
Most companies pay for long-term disability
coverage first. Short-term disability coverage is
more expensive because more people go out on
claim due to shorter elimination periods, usually a
week or two. This benefit ends at the time the
long-term disability policy begins. If most of your
employees have an income low enough that going
11 weeks without it may cause them to file for
bankruptcy or become homeless, you may consider
paying for the short-term policy first.
Dental and vision are the most popular types of
coverage once the medical plan is in place. These
plans can be offered on a voluntary basis (100
percent employee paid), and the participation
requirements are very low. If you can afford to pay
for a portion of the plan, make certain you pay
enough of the premium that you will meet the
participation requirements because they increase
as the contribution rises.
Start offering life insurance as an employerpaid term life policy at a minimum benefit of
$15,000, which should cover the cost of a funeral
and burial. Additional voluntary life coverage can
be offered to allow all employees to choose the
level they need and still get the lower premium
advantage of the group policy.
A worksite marketing plan is always voluntary
and is sometimes offered as a way to begin a
benefits program. The most popular policies
among this type of coverage are cancer plans and
accident plans, which pay when the policyholder is
treated for cancer or is injured. There are many
additional ways to round out a benefit program,
including coverage for identity theft, prepaid legal,
wellness programs and even insurance for pets.
You may want to complete a blind survey to
protect your employees’ privacy while improving
your understanding of their benefit program needs. k
Vickey Wollan, RHU, MBA, is benefits division manager with
Insurance Office of America and Central Florida Association
of Health Underwriters immediate past president.
destination
A Double Dose of Benefits
Tourism dollars contribute mightily to the well-being of Central
Florida — the associations and businesses within that industry
are constantly giving back to the community.
WHILE ORLANDO TOURISM is credited with
including destination marketing, convention
succeed in securing the largest supply of donated
from around the globe, the nearly 49 million
The Orlando CVB also organizes an annual job-
Attractions ranging from major theme parks
creating lasting vacation memories for visitors
annual visitors to Orlando make lasting social
contributions to the local community. Tourism
generates $29.6 billion for the economy, employs
nearly 25 percent of local residents and provides
tax revenues for governments across Central
Florida. But the support does not end there. The
overall strength of the industry also compels
many of Central Florida’s tourism associations
and businesses to give back to the local residents
and employees that make operating a successful
tourism industry possible.
Through its company initiatives and employee
service projects, the Orlando/Orange County
Convention & Visitors Bureau Inc. (Orlando CVB),
the organization responsible for marketing Orlando
as a tourism destination, gives back to a variety of
employee- and member-selected organizations.
One of those community partnerships is with
the Rosen College of Hospitality Management
of the University of Central Florida. The Orlando
CVB has produced professional seminars to help
professors who are new to the community gain a
better understanding of regional tourism trends
and the many businesses that make up the
local industry.
With a 23-year history of promoting local
tourism, the Orlando CVB also offers its expertise
and industry contacts for student enrichment
activities. It supplies a steady stream of speakers
who provide a then-and-now perspective on
a variety of topics affecting Orlando tourism,
fm 5.07
30
management, and public policy and tourism.
shadowing day to link students exploring various
career paths to working professionals.
Other Associations and Businesses
Doing Their Part
The Central Florida Hotel & Lodging Association
(CFHLA) sponsors a variety of community service–
oriented activities throughout the year. In addition
to scholarships and other educational community
The overall strength of
the industry also compels
many of Central Florida’s
tourism associations and
businesses to give back
to the local residents and
employees that make
operating a successful
tourism industry possible.
partnerships, CFHLA has identified the issue of
blood shortage as an area of community concern.
Each summer, CFHLA partners with Florida’s
Blood Centers on the Hospitality Challenge.
Central Florida lodging businesses face off in
a competition to see which establishment will
blood for Florida’s Blood Centers.
to family-run businesses also support the
community through corporate community-
outreach programs. SeaWorld Orlando, Universal
Orlando Resort and Walt Disney World all
administer charitable-giving and employee-
volunteerism programs, but smaller attractions
and businesses also make giving back to the
community a priority.
When Gatorland, one of Central Florida’s
oldest family-operated attractions, reopened
after a major fire last fall, the park donated all
its opening-day proceeds to the Children’s Burn
Foundation. FunSpot Action Park is a continuing
supporter of Habitat for Humanity and the Central
Florida Coalition for the Homeless. Arabian Nights,
the family dinner show in Kissimmee, is a longstanding partner of the Black Stallion Literacy
Project, playing an integral role in rewarding area
school children who participate in the project,
which focuses on encouraging children to read
with a program designed around the children’s
classic “The Black Stallion” and other children’s
books about horses.
Tourism’s return to the community goes far
beyond dollars and cents. Central Florida’s tourism
businesses—large and small alike—make regular
investments in the local community. Thanks to
a strong support system and a healthy stream of
visitors, the tourism industry plays a critical role
in enhancing the very community that makes the
industry successful in the first place. k
SPECIAL REPORT
Easing the Work Commute
A package of LYNX Commuter Services programs provides efficiency,
convenience and savings to both employers and employees.
LYNX is easily identifiable anywhere in Orange,
mode, such as vanpools or carpools. Additionally,
colorful buses.
and employees who enroll in the programs.
Seminole or Osceola counties because of its bright,
Yet, LYNX is far more than just a bus company
— a message that the largest healthcare
companies in the area understand very well.
Florida Hospital, Orlando Regional Healthcare
and Winter Park Memorial Hospital are part of
the LYNX Commuter Services programs, which
offer employees help in getting to work by bus,
van or car.
“We have a lot of service employees who rely
on public transportation to get to work so we’re
very supportive of it,’’ cites Don Jernigan,
president of Adventist Health Systems, the parent
company of Florida Hospitals. “We’re always
concerned about loss of productivity from workers
who are delayed by their commute, so it’s
important for us that transportation options be
available to them.’’
“The sole purpose for us enrolling in the LYNX
programs was to provide another benefit for our
team members,’’ says Cindy McClamma, ORH
manager of Internal Communications. “Anytime
we can do something that benefits our team
members, it benefits the organization. The
response we’ve gotten so far tells us that there is
a great deal of satisfaction with these programs.’’
Indeed, the LYNX Commuter Services package
does have special programs for employees who
ride buses to work. The package’s primary focus,
however, is to get people to work in an alternative
fm 5.07
32
The LYNX Bus Pass Program allows employers
there are tax benefits available for both employer
to offer seven-day and 30-day bus passes to their
LYNX free carpool matching service is the
Employers can subsidize the cost of the passes,
fastest-growing program in the Commuter
Services package, with nearly a 100 percent
growth over the past two years. LYNX uses
information about an employee’s work schedule
and passenger preferences (male/female,
smoking/non-smoking) to help identify potential
partners with whom to commute to work. LYNX
provides a list of people interested in carpooling,
and the employee makes the call from there.
There is no obligation to call anyone on the list.
It’s the employee’s choice. Participants benefit by
reducing travel costs and congestion.
The LYNX vanpool program also is experiencing
tremendous growth, as commuters look for ways
to reduce travel costs. LYNX provides the van,
maintenance and insurance to a group of
employees, who may all work at the same
company, but don’t necessarily have to work
together.
One member of the group volunteers to drive
the van and all members share in the monthly
costs, which typically range between $40 and $60
per passenger.
Employers can subsidize the cost of the vanpool
or bus pass programs and receive a dollar-fordollar tax deduction for their investment.
Employees can save money by reducing their
taxable income.
employees to help with the commute to work.
either partially or fully, and turn it into another
part of their employee-benefits package.
If employees are part of the LYNX vanpool,
carpool or bus pass programs and their company
has enrolled in the Guaranteed Ride Home
program, they could qualify for as many as four
free return trips home in the event of an
emergency or unplanned change in their
work schedule.
Furthermore, employers can reward
participants in the vanpool or carpool programs
by offering them preferred spots in the employee
parking lot. Notably, employees often view not
having to search for a convenient parking space
every day as a significant benefit.
Orlando Regional Healthcare has 86 carpools
and provides special parking for team members
enrolled in the program.
“What we hear from employees is that it’s
wonderful they don’t have to drive around the
garage every day looking for a space, because
they have one reserved,’’ McClamma says. “Since
parking is always at a premium, especially at our
downtown campus, this is a huge benefit they
really appreciate.’’
To find out more about LYNX Commuter
Services, call a transportation consultant at
407.843.POOL (7665). k
new members | Chamber insight
BankAtlantic
1701 South Semoran Boulevard
Orlando, FL 32822
Mr. Nick Kinsey
Banks
Fidelity National Information Services
601 Riverside Avenue
Jacksonville, FL 32204
Mr. Richard Cox
Technology
Information Systems
Intramedia Technologies
35 Bambi Lane
Rochester, NY 14624
Mr. David Pizzo
Video (Production)
Education Services
Midco/Candor Construction Services
1900 East Robinson Street
Orlando, FL 32803
Mr. David Aurelio
Construction
U.S. Lawns, Inc.
4407 Vineland Road, Suite D - 15
Orlando, FL 32811
Mr. Ken Hutcheson
Franchising
WLOQ Radio
2301 Lucien Way, Suite 180
Maitland, FL 32751
Mr. Ken Marks
Radio (Stations)
Advantage Services Group, LLC
2200 Lucien Way, Suite 201
Maitland, FL 32751
Mr. Kurt Wells
Employment Agencies/Services
Anatolia Mortgage
1650 Sand Lake Road, Suite 250
Orlando, FL 32809
Mr. Atilla Durmaz
Mortgage Bankers or Brokers
BE & K Building Group
495 North Keller Road, Suite 101
Mariland, FL 32751
Mr. Mark E. Hefferin
Construction
General Contractor
Brion Price Photography
P.O. Box 3671
Winter Park, FL 32790
Mr. Brion Price
Photographers
James A. Cummings, Inc (A Perini Company)
117 Celebration Boulevard, Suite 105
Celebration, FL 34747
Mr. Rob Maphis
Contractors (Building/General)
LTS Leaderboard of Orlando
5343 Lake Bluff Terrace
Sanford, FL 32771
Mr. Mike Becks
Event Planning and Production
Maggiano’s Little Italy - Pointe Orlando
9109 International Drive, Suite 2400
Orlando, FL 32819
Mr. Todd Brenner
Restaurants
Savannah at Park Central
2691 Charleston Town Place
Orlando, FL 32839
Ms. Kimberly Field
Apartments
Wireless Professional, LLC
3372 West Southport Road
Kissimmee, FL 34759
Mr. Christopher Mills
Cellular Communications
Balloons by Renee
P.O. Box 574564
Orlando, FL 32857
Ms. Renee Laurayne
Balloons
Bekker Co.
2752 Plumbery Avenue
Ocoee, FL 34761
Mr. Christian Oleck
Real Estate (Developers/Builders)
Bitner/Hennessy Marketing Communications
3707 Edgewater Drive
Orlando, FL 32804
Ms. Brooke Herron
Public Relations Services
Blue Star Title
1519 Lake Baldwin Lane, Suite B
Orlando, FL 32814
Mr. Bart Strock
Real Estate
Title Insurance Companies
Stewart Title Guaranty Company
434 East Central Boulevard, PMB 407
Orlando, FL 32801
Ms. Annette Ahlers
Title Insurance Companies
Creativelogic
7081 Grand National Drive, Suite 103
Orlando, FL 32819
Mr. Eric Miles
Audio/Video
Advertising (Agencies/Consultants)
Tilt-Con Corporation
1003 Orienta Avenue
Altamonte Springs, FL 32701
Ms. Ioana Good
Construction
Contractors (Concrete)
Education Networks of America
1101 McGavock Street
Nashville, TN 37203
Ms. Dana Moore
Education Services
Windermere Consulting Group
P.O. Box 258
Gotha, FL 34734
Mr. Andy Truong
Business/Performance Improvement
Consultants
International Business
Encryption Records
5159 L.B. McLeod Road, Suite C
Orlando, FL 32811
Ms. Dawn Vlahos
Document Destruction
Records Management
Infinity Business Systems
1715 Northwestshore Boulevard,
Suite 960
Tampa, FL 33607
Mr. Terry Hedden
IT Technology Consultants
Let’s Eat
13526 Village Park Drive, Suite 212
Orlando, FL 32837
Mr. Jeremy Porter
Restaurants
MontyDirect
2511 East Colonial Drive, Suite 132
Orlando, FL 32803
Mr. Robert Montgomery
Electronics
PEO Pros
1802 North Alafaya Trail
Orlando, FL 32826
Mr. John W. Tenney
Human Resources (Employee Benefits)
Real Living Real Estate Solutions
6401 Raleigh Street
Orlando, FL 32835
Mr. Jim Hirschhorn
Real Estate
Ruden McClosky
111 North Orange Avenue,
Suite 1750
Orlando, FL 32801
Mr. Stefan Rubin
Attorneys
Total Energy Concepts, Inc.
744 Ashton Drive
Devenport, FL 33837
Mr. Roger Bosman
Energy Savings Services
Welcome
March new members.
Find April new members
in the next issue.
Chamber 125 Plus
The Chamber’s innovative program Chamber 125 Plus is designed to show chamber member-groups how to
reduce taxes for themselves and their employees. Chamber 125 Plus walks members step-by-step through the
process of setting up a plan. Local advertising agency Fry Hammond Barr estimates that since the program was
set up in 1999, Chamber 125 Plus has saved them about $45,000 in Federal tax and has saved their employees an
additional $175,000. As the company controller, Janette Estep, says, “This has absolutely been a great program
for Fry Hammond Barr and our employees.”
Chamber 125 Plus works by allowing employees to set aside part of their paycheck that then becomes off-limits
to the taxman. It’s not subject to either Federal Income Tax or FICA. Since it’s not subject to FICA, the employer
isn’t liable for matching FICA. It’s a real win-win for both the company and the employees.
Look for an in-depth special report on Chamber 125 Plus in the June issue of FM.
To learn more about the program, you can contact Doug Murdock, Chamber Life-Member, at 407.365.4555 or
doug@probenefitplans.com.
fm 5.07
35
Chamber insight | calendar
3
Contact Pam Clancy at 407.835.2486 or
pam.clancy@orlando.org
Leadership Orlando Class 71
– Economic Leadership
Catch the Leadership Wave
William H. Bieberback, Ron Jon Surf Shop
(see details below)
7:30 a.m. - 6:59 p.m.
Contact Anita Grant at 407.835.2535 or
anita.grant@orlando.org
11
9
Nimlok Breakfast Club
America AM event
featuring Mark May
Leadership Orlando Class 72
– The Arts
7 - 9:30 a.m.
Sheraton Orlando Downtown
60 South Ivanhoe Boulevard, Orlando
Contact Rebecca Reis at 407-835-2457 or
rebecca.reis@orlando.org
7:30 a.m. - 5:30 p.m.
Contact Anita Grant at 407.835.2535 or
anita.grant@orlando.org
9
Mark May, a former All-Pro lineman in the National
Football League, combines his gridiron knowledge and
expertise with his own winning personality as one of
today’s most respected broadcast analysts. May was a
two-time consensus All-American at the University of
Pittsburgh, where he majored in history and psychology. He was winner of the 1980 Outland Trophy as the
nation’s top collegiate lineman. For more on May’s
Listening to Leaders
7:30 - 9 a.m.
Orlando Museum of Art
2416 North Mills Avenue, Orlando
UPCOMING 2007
LISTENING TO LEADERS
BREAKFAST FORUMS
Tuesday, July 24, 2007
SOUTHERN HOSPITALITY
& LEADERSHIP
Featuring Bob Yarmuth, CEO
Sonny's Franchise Company
Sonny's Real Pit Bar-B-Q
Wednesday, September 12, 2007
LEADERSHIP IN THE BOARDROOM
James M. Seneff, Jr., Chairman, CNL
Wednesday, November 14, 2007
CHAMPIONING LEADERSHIP
IN EDUCATION
F. Philip Handy, Former Chairman
Florida Board of Education
All programs are from 7:30 - 9:00 a.m.
and located at the Orlando Museum of Art.*
Complete Details and Registration
Available at www.orlando.org.
*Date, time and location subject to change.
9
extensive career, visit www.breakfastclubamerica.com.
The Nimlok Breakfast Club America of Orlando is a
membership driven business organization that serves
the middle market business community. Exclusive category memberships allow members to generate
revenue and build relationships with each other and
their customers through Internet Marketing, Online
Training and Business Development Events. The Nimlok
Breakfast Club AM Breakfast events are held once a
month for 200-300 people. Each event features a
high profile sports or business personality as the
guest speaker.
These events are NOT open to the general public; those
attending are members and their best customers, prospects and vendors. Each member has business category
exclusivity, eliminating any competitive clutter.
14
Chamber Connection Meeting
12 - 1:30 p.m.
Orlando Regional Chamber of Commerce
75 South Ivanhoe Boulevard, Orlando
Contact Beverly A. Grant at 407.835.2522 or
beverly.grant@orlando.org
LISTENING TO LEADERS
Listening to Leaders is a series of breakfast forums designed to continue the learning experience that began in Leadership Orlando. Speakers offer insights into
the practices that have helped them achieve success in their fields, define the leadership lessons taught in their segments of the community, and offer
suggestions on strategies that attendees can use to become better leaders.
WHAT:
CATCH THE LEADERSHIP WAVE
It’s 1959 on the New Jersey shore, a bright young man named Ron DiMenna is just discovering the sport of surfing
with fiberglass surfboards. His pastime soon becomes his passion. When he wants his own custom surfboard from
California, his father suggests, "Buy three, sell two at a profit, then yours will be free." His dad is right, and Ron
Jon Surf Shop is born.
After opening the original shop in New Jersey in 1961, its founder headed to Cocoa Beach two years later to open a
"one of a kind" Surf Shop, now a world-famous surfing mecca attracting visitors and customers 24/7/365.
Marketing surfing equipment is easy, right?
Ron Jon’s Vice President of Corporate Development, William H. Bieberbach, has a wide range of leadership
experiences: Rollins College, Walt Disney World Company, Taft Broadcasting Company, and professional Theme
Park and Tourism Consulting. Learn how a one-year stint at Ron Jon’s has turned into a 10-year "ride."
WHEN:
WEDNESDAY, MAY 9, 2007
7:30 – 8:15 a.m.
8:15 – 9:00 a.m.
WHERE:
Registration, Breakfast & Networking
Program
William H. Bieberbach
Ron Jon Surf Shop
ORLANDO MUSEUM OF ART
2416 North Mills Avenue, Loch Haven Park, Orlando
COST:
$15 Individual prepaid
$20 Individual day of the event
Complimentary admission for paid Leadership Alumni Members
REGISTER: ONLINE AT WWW.ORLANDO.ORG or call Pam Clancy at 407.835.2486.
THANKS TO OUR LEADERSHIP STEWARDS FOR THEIR SUPPORT:
Visit www.orlando.org for detailed information on upcoming events / Visit www.orlando.org for detailed information on upcoming events / Visit www.orlando.org for detailed information on upcoming events / Visit www.orlando.org for detailed information on upcoming events /
calendar | Chamber insight
15-17
Baker Hostetler Washington,
D.C. Regional “Fly-In”
Washington, D.C.
Contact Lisa Winkelbauer at 407.835.2448 or
lisa.winkelbauer@orlando.org
There are huge political changes in our nation’s capital with new Congressional Leadership in place. The
Orlando Regional Chamber of Commerce, along with a
leadership delegation from the Tampa Bay Partnership
and Jacksonville Regional Chamber of Commerce, has
once again assembled a powerful “Fly-In” program
focusing on what these new leaders and changes may
mean for your business in 2007.
Pricing: $2,000 (all-inclusive) — Includes private
chartered aircraft, hotel accommodations at Hotel
Washington (a historic hotel located next to the White
House), meals, ground transportation and all materials.
Title Sponsor:
Baker Hostetler
Supporting Sponsors: Blue Cross Blue Shield of Florida,
Bright House, CNL, Florida Hospital, Hyatt Regency
Orlando International Airport, JHT Incorporated,
Nemours, North Highland, Orlando Regional
Healthcare, UCF Alumni, Walt Disney World Co.
17
17
lisa.winkelbauer@orlando.org
Sponsor: Blue Cross Blue Shield of Florida
Business@Breakfast
23
7:30 - 9:30 a.m.
Sheraton Orlando Downtown
60 South Ivanhoe Boulevard, Orlando
BusinessForce
“Insider’s Briefing”
Contact Lisa Dishman at 407.835.2451 or
lisa.dishman@orlando.org
Hiring and Keeping the Best
and the Brightest
12 – 1:30 p.m.
Dr. John Curtis, President of Integrated Organizational
Development, Inc.
Contact Liz Froebig at 407.835.2494 or
liz.froebig@orlando.org
(see details below)
Special Guest: Dominic Calabro, President,
Florida TaxWatch
Orlando Regional Chamber of Commerce
75 South Ivanhoe Boulevard, Orlando
23
Board of Governors Executive
Board Meeting
8 - 9:30 a.m.
Orlando Regional Chamber of Commerce
75 South Ivanhoe Boulevard, Orlando
Contact Lisa Winkelbauer at 407.835.2448 or
BUSINESS@BREAKFAST
Network with other Central Florida business leaders and enjoy a program featuring business speakers focused on our region’s hottest topics.
What a way to help your business grow. Come and learn. Meet new friends and build relationships.
WHAT:
THURSDAY, MAY 17, 2007
7:30 – 8:00 a.m.
8:00 – 9:00 a.m.
9:15 – 9:30 a.m.
9:30 – 11:30 a.m.
WHERE:
Registration, Networking and Continental Breakfast
Program
New Member Orientation
Fast Pitch Networking (Separate Registration Required)
SHERATON ORLANDO DOWNTOWN
60 South Ivanhoe Boulevard, Orlando
COST:
$15 Individual prepaid
$20 Individual day of the event
REGISTER: ONLINE AT WWW.ORLANDO.ORG or call Lisa Dishman at 407.835.2451.
SPONSOR:
Thursday, July 19, 2007
SMALL BUSINESS EXPO
Thursday, September 20, 2007
HIRING AND KEEPING THE BEST AND THE BRIGHTEST
"Many of today’s best and brightest employees are lowering their career expectations, cutting back on their work
hours and actively disengaging from the demands of their jobs, despite employers’ best efforts to be sensitive,
flexible and family-friendly." The way in which an employer – small or large – responds to the unique needs of its
employees has a direct impact on its ability to attract and retain committed workers. Enlightened employers
throughout Central Florida are using sound research to examine the value of their existing employee policies.
These employers have a competitive advantage in getting and keeping the growing scarcity of the best and
brightest employees who are equally committed to family AND career and who want an employer who supports
both. Come and learn how you can develop or hone your own competitive advantage.
Dr. John Curtis is a Senior Consultant, Researcher, Workforce Development Specialist and Author. He is the
President of Integrated Organizational Development, Inc. (ION, Inc.) which has been providing consulting services
since 1986. His experience spans 25 years and involves leading and managing comprehensive development projects
for hundreds of organizations nationwide in the public, private and non-profit sectors. He holds a Ph.D. in Human
Resource Development.
WHEN:
UPCOMING 2007
BUSINESS@BREAKFAST
NETWORKING FORUMS
"TOP TEN" SELLING
Dan Norman
Top Ten Sales Performance Expert & Speaker
Thursday, November 15, 2007
ARE YOUR CUSTOMERS LOVING
YOU… OR LEAVING YOU?
Nancy Friedman, The Telephone Doctor
All programs are from 7:30 - 9:00 a.m.
and located at the Sheraton Orlando Downtown.*
Dr. John Curtis
20 CONNECTIONS IN 2 HOURS!
Make Your Pitch . . . Fast!
Network with up to 40 other Chamber Members
during this
fast-paced two-hour Fast Pitch TM speed networking
event.
Experience what over 10,000 professionals nation
wide are
calling "the preferred way to network." Limite
d Seating!
Upcoming Event:
May 17, 2007
9:30 - 11:30 a.m.
Sheraton Orlando Downtown
60 South Ivanhoe Boulevard, Orlando
Cost: $20
Register Online ONLY
Complete Details and Registration
Available at www.orlando.org.
*Date, time and location subject to change.
www.fastpitchnetworking.com/
meeting.cfm?MeetingID=200
Visit www.orlando.org for detailed information on upcoming events / Visit www.orlando.org for detailed information on upcoming events / Visit www.orlando.org for detailed information on upcoming events / Visit www.orlando.org for detailed information on upcoming events /
Parting Shots
AA Mark McHugh
President and CEO, Gatorland
Bite and Attitude
The man behind Gatorland is constantly on the move,
whether side-stepping alligators or leading the
charge for community enhancement.
STANDING BESIDE THE murky water, he knows
danger lurks. Suddenly, a crocodile explodes from
the deep and lunges at him. He moves lithely out of
the way and grins. After all, it’s all in a day’s work for
Mark McHugh, president and chief executive officer
of Gatorland.
McHugh rarely stands still. Since joining
Gatorland in 1996, McHugh has introduced 13 new
attractions and exhibits most accurately described
as exotic, entertaining and unprecedented — kind
of like his personality. He recently brought the 58year-old theme park back from extinction after a
fire destroyed its gift shop and executive offices.
“I’m not sure the business would have survived
without the support from the community and
Orange County,” says McHugh.
In order to say “thank you,” McHugh decided to
give all the proceeds from the grand re-opening day
to the Children’s Burn Foundation of Florida in
honor of the brave men and women of Orange
County Fire & Rescue who saved the business.
As chairman of the Orlando/Orange County
Convention & Visitors Bureau, he helped manage
the leadership transition from Bill Peeper to Gary
Sain and worked with staff and industry volunteers
to develop the bureau’s impressive new $68 million
advertising campaign. Also extremely engaged with
the Orlando Regional Chamber of Commerce,
McHugh understands the connection between
community and business.
FM recently caught up with McHugh and asked
him about his refreshing approach on life.
FM: Why do you like your job so much?
McHugh: I work every day in a place where folks are
playing and having a great time. And that’s just the
employees. We don’t take ourselves too seriously
here. I mean Gatorland is…well, “GATORLAND.”
We’re laid back, down to earth and kind of corny,
but we provide our guests with “fun, smiles, and
special memories.”
FM: Who inspires you?
McHugh: My grandfather was the greatest influence
and inspiration in my life. He was a tough, hardworking, blue collar oil-field hand who grew out
fm 5.07
38
of the Depression Era in West Texas. He raised
four children, six grandchildren, and nine great
grandchildren who are good, God-loving people.
FM: What is your favorite movie?
McHugh: Napoleon Dynamite. Hey, don’t take
life so “flipping” serious … “GAW”
FM: What is the biggest difference
between an alligator and a crocodile?
McHugh: Alligators will pretty much leave you
alone if you leave them alone. Crocodiles, on the
other hand, want to take you, stuff you under a log
somewhere and come back to eat you the next day.
I hope that wasn’t too graphic.
FM: If you could do something other
than what you do professionally,
what would it be?
McHugh: I always wanted to be a fighter pilot.
FM: Do you have a life philosophy?
McHugh: I just try to build people up, laugh a lot
and raise a good family. I work hard, but I also play
real hard. At the end of the road, I suspect folks who
really know me will just smile and say “Man, Mark
lived life.”
FM: What is your favorite
recreational activity?
McHugh: I’ve always enjoyed adrenaline. Heck, I
used to fly off killer whales for a living. I’ve been
known to sky dive and bungee jump a lot but now
I’m more likely to disappear into the Amazon for a
week peacock bass fishing or into the mountains
of West Texas mule deer hunting. Any more I tend
to gravitate toward those activities where I’m less
likely to end up in an urn on the fireplace mantle.
FM: In a perfect world, what would
Central Florida be like in 10 years?
McHugh: We have to maintain our green spaces
as we grow because these spaces are vital to our
quality of life in Central Florida. Throw in all “A”
rated schools, the world’s best health care system,
and Gatorland experiencing Disney’s attendance
numbers and we’ll have a pretty perfect world.
Mark McHugh
Close Up
Before joining Gatorland, McHugh served
as animal trainer, curator, researcher and
spokesperson for Sea World. During his 12 years
there, he worked with 13 different species of
marine mammals, including dolphins, seals and
killer whales. He wrote scientific papers on the
behavior and learning of marine mammals and
helped develop a unique auditory cueing system to
communicate with killer whales.
McHugh holds a Master’s degree in Business
Administration from the University of Central
Florida. He also has a Master’s degree in Marine
Science from the University of Texas, Austin, and a
Bachelor of Science degree in Marine Biology from
Southwest Texas State University.