Giving volunteers the freedom to succeed

“The key to success is lots of freedom, not lots of red tape.”

You might be tempted to credit this quote to Steve Jobs or Mark Zuckerberg, but it is in fact the words and guiding philosophy of Dolores Salhuana, Executive Director of the Hackett House, a fund-raising organization of the Tempe Sister Cities Program.

Now in its 25^th year, Hackett House is run by an all-volunteer staff of committed, energetic individuals who take this freedom and parlay it into a vibrant force for community enrichment.

Lessons from Far and Near

The heart Tempe Sister Cities is an exchange program that sends Tempe high school students to a foreign country in the summer before their senior year. The students reside with a host family for five weeks—that family, in turn, sends their child back to Tempe for five weeks. The kids are immersed in each other’s history and culture, from food to social interaction.

“That five weeks abroad teaches young adults not only a new language and exposes them to new cultures, it teaches them to become self-reliant,” says Salhuana, whose own daughter participated in the program. “By taking them out of their comfort zones here at home, they learn they can make it through anything life throws at them.”

Part of Tempe Sister Cities’ expenses are paid for through the fundraising efforts of the nearly 100 volunteers that work at the Hackett House during the course of any given year. Forty core volunteers are lead by a 12-member volunteer board of directors that spearheads their activities.

The diversity of the group’s events and offerings keep everyone busy and engaged, from the annual Oktoberfest to the New Zealand Wine Tasting, to the cooking classes, preparing food for the Children’s and Adults’ Teas, managing the gift shop, and assisting the high school seniors speak to area sixth graders about their experiences overseas.

What Motivates a Volunteer?

So how does an organization achieve so much and handle so many responsibilities without a single paid staffer? Salhuana offers these key tips for keeping folks motivated:

1. Empower your volunteers – this keeps new ideas coming in and things fresh
2. Make sure activities are self-fulfilling for the volunteers
3. Do for the volunteers as you would for the community
4. Provide continuity so volunteers can build friendships along the way

Salhuana says she was somewhat surprised at the sustained level of volunteerism given the challenging economic climate of late. “I think we all feel that we must pay it forward, and there is magic in what we do for the community.”

The experiences of Hackett House volunteer Lesa Emery are a typical example of the kind of enthusiasm people bring to their philanthropic efforts:

I was laid off in November 2008 from my job as a Fashion Art Director/Graphic Designer, and a friend from out of state suggested I look into volunteering. About a week later, I met Dolores through a mutual friend and I went down to Hackett House to check it out. I needed something creative and physical so the kitchen seemed like a good start. I worked with a very creative woman there for eight months, and she taught me so much – the planning of the menus, the colors the centerpieces, the creative desserts, and the big events. I have always liked to cook and bake so now my talents go in the kitchen. I have met SO MANY nice people. New friends! This has opened up a whole new world for me – of people and learning new skills and talents.

Parents of children selected to be part of the Tempe Sister Cities program are required to donate eight hours of time during the year their child participates. The annual new crop of parents helps to feed fresh ideas into the group.

Individuals that come back each year (like the 84-year-old that works in the gift shop) provide continuity while novice and veteran volunteers alike revel in trying new ideas and ways to accomplish the goals of the program.

A Volunteer’s Bottom Line

All the volunteers have a love for each other, their local community and the wider world that fuels the enthusiasm and energy so characteristic of this organization.

“The Tempe Sister Cities’ volunteers each have a different tale to tell that brought them to this organization. The cooking staff has an interest in cuisine and fanciful presentation that leads to fun and experimentation in the kitchen. The shop staff keeps Hackett House as thriving as it was when it was a bakery in the late 1800’s. The Special Events staff finds new and interesting uses for this historic and special place in Tempe,” explains volunteer Teresa Borota.

So, besides just showing up, what makes a good volunteer? “Oh, that’s an interesting question,” says Salhuana, “but I would say it takes energy and a belief that what you are doing matters.”

Borota agrees, “Tempe Sister Cities provides a unique network of global-minded people who share a mission of ‘Bringing the World Together … One Friendship at a Time.’ The organization has enriched my family.”

If you’d like to be part of the Tempe Sister Cities program, visit historic Hackett House, attend one of the terrific events, or rent the facility for your own special occasion, please visit either the Tempe Sister Cities website or the Hackett House website.

Does your non-profit organization need an image boost? Please contact Amy at ThreeDames Webworks to get a quote.

Advice from organizational effectiveness expert Jay Scherotter on the power of streamlined decision making

Understanding decision-making methods and decision types is key to streamlining any decision, says Jay Scherotter, Director of Learning Resources and Organizational Effectiveness at Scottsdale Insurance Company.

“There is a significant payoff by making quality decisions and making them efficiently,” Jay says.

Why is it important to have in place a decision-making method before you have any decisions to make?

“If you know the type of decision you’re having to make, then three things magically will happen,” Jay says. “Clarity, efficiency and effectiveness.”

• Clarity: “If a decision-making method is in place, we can be into the content and not into the emotion of whose decision it is,” Jay explains. This, he says, empowers people and opens the floor for productivity.
• Efficiency: “Efficiency is a really big one, because efficiency means time,” Jay says. “Efficiency is all about speed and ease of decision making. Groups and people often swirl, and they don’t have to swirl.”
• Effectiveness: “Effectiveness means we have a quality decision,” Jay says. “Decision quality is really important, not only in business life but also personal life, family life, secular and non-secular life.”
• Autocratic: One person makes the decision with little input.
  Pros:      Fastest and good in crises.
  Cons:      Least likely to be wisest or accepted.
• Consultative: One decision maker receives advice from others.
  Pros:      Fast and more informed than autocratic.
  Cons:      Takes more time than autocratic and still unlikely to be supported.
• Majority: Decision is reached by a vote of more than half, two-thirds, or the highest percentage.
  Pros:      Familiar and can be used with any group larger than a pair.
  Cons:      Win-lose decision with little commitment from the losers and issues can be taken personally.
• Consensus: Everyone can live with the decision.
  Pros:      Better decision reached based on common principles and values, which promotes synthesis and commitment.
  Cons:      Takes more time and is difficult in large groups because progress can be blocked by one; can lead to lowest common denominator.
• Unanimous: Total agreement from all decision makers.
  Pros:      Most commitment because it is based on common principles and values and promotes idea synthesis.
  Cons:      Progress is blocked by one; almost impossible with more than a pair.

What are the decision-making methods or styles and the pros and cons of each?

As a leader, it is important to explicitly establish the decision-making method for the group. Doing so will help your team have clarity of what’s expected and how decisions will be reached according to Jay.

“Once you establish a method, then the real decision making can begin,” says Jay.

What are the different decision types?

Establishing how you will make decisions is only one part of the equation. You and your team should also be aware of the types of decisions that you may be required to make:

• Cause Analysis: Determine the cause of a situation. Ask: What happens and why?
• Go/No-Go: Decide yes or no. Ask: Do we do it or not?
• Criteria-Based: Select the best alternative. Ask: Which one works when measured against our criteria?
• Situational Analysis: Identify top priorities. Ask: Where do we start?

What are some of the benefits of using the right decision type making for the people involved?

If the members of your team are clear on who is going to make the decision and how, they can focus on the content and not “swirl” at unproductive activities.

This leads to two important outcomes, according to Jay:

• People feel Empowered: I know my role in this process. If your team feels empowered, they can make quality decisions without wasting time.
• People are Engaged: My voice is heard. Your team can relax because they know where they are going and what the “rules” are to get to the goal.

How do I implement a streamlined decision-making process?

The different methods of decision-making – consensus, autocratic, unanimity, majority or consultative – can be used with all decision types.

Here are two simple tips Jay recommends to help you apply your decision making

1)    Be prepared
“Prior to going into a decision, do some planning of what kind of decision this is and who’s involved in the decision-making” Jay says.

2)    Create tools for decision making
Jay recommends developing tools for the different types of decisions. For example, a simple piece of paper with a line drawn down the middle can help you list pros and cons for a go/no-go decision. For a criteria-based decision, you can use a table with criteria in the top row and choices in the first column and indicate with plus or minus if the choice meets your standards.

It’s your call: Waste time making poor decisions or save time making great ones

Jay explains that organizations that don’t consciously implement decision making methods and identify decision types will waste time and energy, as well as alienate group members who are not on the same page regarding who will make decisions and how they will be made.

“”Not being smart about decision-making methods and the types of decisions you’re making can and does save time,” Jay says.

“Regardless of method or type, it’s also important to make a distinction between a conclusion and a decision. A conclusion is the result of your process, a decision is having assessed any remaining concerns or risks and then committing to a final decision.”

Jay Scherotter, Director of Learning Resources & Organizational Effectiveness at Scottsdale Insurance Company, has 27 years of experience leading adult and corporate learning and organizational development. He specializes in leadership effectiveness, career development, project management, and performance improvement.

Testimonials are one of the most effective tools a small business has in their marketing arsenal.

Testimonials can be powerful tools to build your business

You already know that word-of-mouth advertising is the best kind to have: the price is right and its effectiveness in winning over prospects can’t be beat.

With every website and most marketing materials the ThreeDames creates, we recommend using testimonials. Sadly, a typical business owner will wait for a positive referral to drop into his or her lap instead of seeking out these business-building gems.

We hear a number of misconceptions around the use of testimonials that we would like to correct:

Misconception #1: “No one in my industry uses testimonials on their websites.”

When we heard this, our response was: “Great! Now you will have a leg up on your competition!”

The client’s concern was that since others in the industry did not have testimonials available, it must mean that their customers would consider it unprofessional.

Their logic went something like this: “If our competitors aren’t using testimonials, they must have a reason for not doing so.”

But we have to ask: In what possible industry do customers not want reassurance that their buying choice is a good one?

Regardless of whether you sell products or services, sell to retail customers or to wholesale vendors, sell to consumers or sell to businesses, real people are behind every purchase. And no one, I repeat, no one, wants to make a foolish buying decision. A testimonial helps reassure your prospect that buying from you will be a good choice.

Misconception #2: “My customers would be annoyed if I ask them straight out for a testimonial.”

Well, it is true that you might have a curmudgeon lurking in your customer base, but typically, people who are happy with a service or product are pleased to share this information with others. We suspect that you will be pleasantly surprised by how many of your customers are willing to sing your praises in writing.

An interesting insight on how customers react to being asked for a referral comes from noted psychologist Robert B. Cialdini, whose research focuses on persuasion and influence.

Cialdini suggests in his book, Yes! 50 Scientifically Proven Ways to Be Persuasive, that when you ask someone for assistance, the person doing you the kind turn will actually feel more favorably toward you than if you hadn’t asked them.

Cialdini explains that if someone helps you out, they naturally justify in their minds their reasons for doing so:

We know from other studies that people are strongly motivated to change their attitudes in ways that are consistent with their behavior…We might be reluctant to ask for the favor because we’re afraid this person will like us even less…The results of this research indicate that such hesitation is unwarranted.

What do you have to lose? Your customers might actually like you more if you ask for a testimonial.

Misconception #3: “If I suggest what I want them to write about, it will be ‘cheating.’”

You want to make it as easy as possible for your customers to provide you with kudos, so why burden them with the challenge of guessing what you would like them to say?

Instead, try offering them a suggestion on what, specifically, you would like them to address in their testimonial. For example:

Betty, since you are so pleased with how quickly we installed the widget that you purchased from us, I was wondering if you would mind providing us with a testimonial on the professionalism of our installation team?

While you are at it, ask for permission to use the testimonial on all of your marketing materials, and see if your client will allow you to use a photograph of them as well.

Misconception #4: If I use a testimonial on my website, my competition will know who my customers are and will target them.

Sure, your competitor could target your clients after reading their testimonials, but if you stop and think about it, your competitors are already targeting your clients, aren’t they?

We think it is more important to maximize the ways your website can enhance your efforts to gain new customers instead of hiding how wonderful you are to avoid your competition’s wrath.

Besides, once your customers give you a testimonial, they will be less likely to switch to another vendor (see Misconception #2, above).

Special offer only for ThreeDames clients

If you are a ThreeDames client, we would like to encourage you to try using testimonials or to freshen the ones you are currently using on your website.

Set a goal this week to ask three of your favorite clients for testimonials. (Don’t forget to drop a small note in the mail to thank those who comply.)

Once you receive your new testimonials, contact us for a free 30-minute consultation on creative ways to incorporate your new testimonials into your website or your marketing materials.

We received a great question for the Internet age from an acquaintance of ours who asks:

If we want to post informational articles on our websites what are the legalities?

Can we import articles from magazines, journals or other websites? Can we type sections of books, etc.? And what other things do we need to consider?

The rule is this: copyright rules always apply!

Even if you find an article on a website for free it does not mean you have any rights to use it on your own website.

This also goes for text you find in books. Just as you would not take a passage from a book and publish it elsewhere, you cannot take information directly from a book and put it on your site.

That being said, there are some things you can do:

1. Ask the source of the article for permission to use it. If you have been granted permission, all you need to do is put a disclaimer under the article that says something like: “Used with permission by [Name of Magazine]. All rights reserved. Many organizations will give you permission because it helps them get more publicity, especially if you offer to provide a link back to their website.
2. Link to the article you wish to feature. Although you might not have permission to reprint the article on your website you can link to an article on another site all you like. You might put something like this: “Here is an article from the ACME website that discusses our topic at hand.” –and then link to the article.
3. Paraphrase the article. Remember essay writing from your school days? You can take an article or two as a source and rewrite the information in your own words and then add the titles of the articles at the bottom in a small “References” section. As long as you use your very own words (that are different from the sources you reference), you are free to write whatever you like on your own site.

Hope this helps!

Do you have a question about websites, marketing, publicity, or any other small business concern? Please, Ask the Dames!

After being in the Air Force for seven years, young Craig Bergsgaard started a roofing business with his brother in Minnesota.

When his brother wanted to move on, Craig considered making a change in his career too. But after relocating to Colorado in the 1980s, Craig opted for stability and remained in the familiar world of residential construction for the next nearly 20 years.

On his days off, however, Craig found himself working rather than relaxing on the couch.

“I was always had this drive to work with my hands and make something that was tangible,” Craig says. “Creativity was not in my vocabulary, but I always felt the most fulfilled after I had created something. Once you realize that this phenomenon is called the creative drive, it’s a whole new perspective.”

Craig started delving further into his hobbies to find a way to make his passion his livelihood.

After weaving a wayward path into the art world from sewing three-dimensional objects to furniture making to wood carving, Craig finally found his niche in sculpting.

“Everything I did had a tactile, textural feel to it, so I just kind of slid into sculpture naturally,” Craig says. “You get one shot at this, you might as well try to do what makes you happy.”

Craig took the leap to become a full-time artist when he was invited to participate in the 2005 Arizona Fine Art Expo, and art tour through Italy with his wife sealed the deal.

“Once you decide you’re an artist, the ceiling is shattered,” Craig says. “Once you realize you can evoke emotion in a viewer, all bets are off. It’s a new day.”

What’s better than a license to freely create AND succeed?

Craig is inspired by the grand views of the West – “How can you not be inspired by the desire to kind of commune with wide-open, free-spirited nature that you feel the need to be part of?” – and sculpts figurative works in bronze.

“People have said, if you’re going to be successful in the art world it’s 10 percent creativity and 90 percent marketing,” Craig says. “What you’re called to do as an artist is create, not market.”

Bringing ThreeDames on board to manage his marketing, Craig says, was like a weight lifted off his shoulders.

“It puts the creativity back in the studio and eliminates the marketing part; it’s quite an emancipation, actually,” Craig says. “Marketing and publicity all takes time, and if you’re not doing what you want to do, you’re not being fair to yourself, and if your work has merit, you’re not being fair to the art world.”

Craig credits his freedom to create and still be a successful artist to having a marketing team in his corner. When Craig had a burning desire to make an artistic comment on the Sand Creek Massacre but didn’t want his statement to be obscured by a commercial interest, he turned to us for support.

“It was kind of a leap of faith,” Craig says of creating his piece Memorare, Sand Creek 1864 with the intention of having Amy get the piece in front of larger audiences.

“The Booth Western Art Museum added it to their collection, and we did a discussion panel when we unveiled it about the story and raised awareness of how that relates to today,” Craig says. “There’s a lot of ugly stories to be told, and If I can change a couple people’s attitudes and if I can exercise my emotions, then I’m doing my job.”

Craig says the unveiling at the Booth is one of his proudest moments as an artist thus far, as well as installing two public works in his hometown.

The artist will also host a panel discussing the Sand Creek Massacre at Denver Public Library in Spring of 2011.

What’s the best thing about having a marketing team as an artist?

Craig says he wants to be able to continue expressing himself through his art and discussing the conflicted nature of America’s Western expansion without sacrificing his career.

“It’s hard to be avant-garde in the Western Art world,” Craig says. “If you want to go the museum route or do noncommercial work, you need to have someone working for you. You’re here just a very short period of time, and studio time is very precious.”

Working with the ThreeDames was a new mindset for Craig

“There was a learning curve: you’re turning over part of your life and giving up control. Once you realize that everybody is on the same page and has the same goal, then it’s easy sledding and that’s when the magic starts to happen.”

Craig says ThreeDames has been instrumental in his co-founding of the Wopila Artist Guild with painter James Ayers to support Native American youth art education.

“The best thing about having the ThreeDames is the studio time and the emancipation you feel by being able to be in the studio and not be governed by the effort of having to sell something or worrying about your next step,” Craig says. “It’s also a sounding board for the what if’s and what’s next’s.”

What’s an organization to do when it loses its own branding?

InConcert Sierra, founded as the Twin Cities Concert Association in 1946, decided it was time for a change when everyone else in town adapted its moniker and some started superseding the association in recognition.

“Twin Cities Church had such a huge congregation and a huge marketing campaign that people started thinking we were part of the church,” says InConcert Sierra Executive Director Julie Hardin. “We were flooded with phone calls and invoices that didn’t belong to us. We decided if we have to do it, this is the time.”

The rebranding process wasn’t a cakewalk: it took five years and faced tremendous opposition, some of its own board members included, but in the end, was worthwhile.

“It really has put new breath into the organization,” Julie says. “It’s given the board of directors and the volunteers empowerment to feel like the organization is a new organization that belongs to them, rather than an entity that was started in 1946 by somebody else.”

InConcert Sierra’s image makeover spawned new energy, new recognition and new excitement

“The new look has taken the stuffiness out of it,” Julie says. “We’re not a classical music society, we’re a fun music presenter. Peggy gave our logo and all our collateral a really unique fresh look. She’s an amazing graphic designer and we have such a great rapport.”

When it came time to launch a new Web site to match the new look, Julie says she was so impressed with the ThreeDames she persuaded the board to hire us.

“Three Dames got me to sit down and think about what we are, who we are, how do I want to market it, what is the look, who am I going after – all of those really important questions that you needed to sit down and answer, but often when you’re running a business you don’t take the time ask and answer,” Julie says.

Asking those big-picture questions helped InConcert Sierra realize not only the quality but also the quantity of its musical performances.

“The Web site really opened up for us that we have five series happening, instead of just one, and that was huge,” Julie says. “[As TCCA,] we were just a small nonprofit that presented a few concerts each year, and now, we’re being recognized for all the concerts we’re doing.”

Increased sales, sponsorships and status with a new brand

Concert ticket sales are up by 10 percent and InConcert Sierra has a new local radio show called “The InConcert Sierra Hour” – both of which Julies says stem from InConcert Sierra’s new name, look and recognition.

Donations have increased and sponsorships are up too, according to Hardin.

“I think increased sponsorship can be attributed to the fact that our branding just looks so much better, thanks to ThreeDames,” Julie says. “A Steinway shop called Sherman Clay of Roseville is sponsoring us and sending up a concert Steinway for our solo pianist on our next series. It just kind of gives you a little more credibility, and they feel the same way that they are given more credibility by being associated with us.”

InConcert Sierra’s new name and look gives it license to grow, something it was inhibited from doing as TCCA, says Julie who is excited about all the new possibilities: more shows, more variety, more educational outreach and even a new performance venue.

“We’re hoping that with the growth of InConcert Sierra and the strength of it in the community, we will be seen as a major player and that might help us to get a community performing arts center,” Julie says, which would mean another performance venue and education center.

We get so many questions about logos, we thought you might like to know more about this essential business mark.

Let’s start with a definition

A logo is a distinguishing emblem used by businesses, organizations, or people to promote instant recognition by the public.

Your logo should provide immediate recognition.

It also needs to create the feeling of loyalty, respect, trust and have a certain level of implied superiority over others in the same market. As you can see, that is a lot to expect a logo to do for your image. This is why proper logo development is essential to create a business mark that will last your company for years.

Breath of Life Yoga logo designed by Dame Peggy of ThreeDames Webworks

Lay the foundation

To design an effective logo that adds value and validity, you must first do some groundwork to ensure its strength. The age old questions of who, what, when, where and why must be answered.

When I develop a logo, my first step is to make sure that I have a solid understanding of the company, the service or the product, and competitors. I make pages and pages of research and notes and start sketching by hand.

My goal is to create the simplest solution I can that communicates the company’s message.

Why it is important that you have a simple logo

The first reason your logo should be simple is that it gives you versatility. Whether you reproduce your logo on a pencil or on a billboard, you want it to maintain its visual integrity.

The second reason you want a simple logo is that a simple design will help people remember your logo and make it easier to recognize. Because people today are bombarded with visual stimuli you need to make sure your logo focuses on one main attribute. ONE.

Avoid trendy

This is one of the most important things I tell my SCC design students when they begin designing logos. Trends are great for the fashion industry but you want something that will last and not be dated by its design. Timelessness is the key.

Should you use icon or type?

This is always a big question people have: Just how is a logo different than an icon?

The answer is simple. Recall that a logo is a distinguishing mark designed to promote instant recognition. This means that any consistently used mark, whether icon, type, or combination of the two, may be used as a logo.

So logos may contain icons or type or both. The key is to make the parts work together as a whole and not have one or the other be an afterthought.

Composer Larry Cansler's logo features both an icon and text

The logo for OSHA Consulting firm Aegis Environmental Strategies is a text-based design

Design first in black and white

All logos should first be designed in black and white. As I tell my students, “If a logo doesn’t work it black and white, it doesn’t work at all.” No amount of color can rescue a poor design.

Once you have a completed and approved logo in black and white, you can begin to add color. Color should enhance and be consistent with the brand.

Are a logo and a brand the same thing?

The last thing I would like to address is the confusion between the meaning of a logo and that of a brand. One of my favorite sayings is that a logo is not a brand unless it is on a cow.

What you should remember is that a logo is just one part of your company or organization’s brand. Your entire brand is the total image of your company (products, quality, customer service, price, convenience, etc.) that people perceive about your organization.

Your brand isn’t what you say it is; it is what the public thinks it is.

This means that your logo must accurately reflect the core values and goals of your business as a whole so that it can form the foundation for your brand identity, reputation, and value.

Free assessment of your current logo

Wondering if your logo could use some freshening? Have questions about ways to use your current logo for an expanded product line? Considering new colors or a new name?

Contact the Dames today and mention this article and we will be happy to give you a FREE assessment of your current logo and discuss options you can take. There is no obligation.

Do you have a question about web design, marketing, publicity, or any other small business concern? Please Ask the Dames! We will try to answer all requests in our future blog posts (though we can also call you privately, if you prefer). Do you have a question for the Dames?