08/ 01/ 2004
Angela Santerini and her employees cheered when they heard that Donald A. Gardner Architects was the winner of Dell/NFIB Small Business Excellence in Customer Experience Award. “I called all of the employees together in the lobby and personally told them we had won. We applauded and cheered and renewed our commitment to serve our customers through every aspect of our company, including technology,” says Santerini, who was presented the award at NFIB’s National Small Business Summit in Washington, D.C.
The history: Santerini’s father founded Donald A. Gardner Architects 25 years ago. The Greenville, S.C.-based firm offers award-winning pre-designed residential plans, modification services, technical support and marketing/public relations assistance for builders, developers and designers.
The 54-employee business was just one of many impressive entries. But DAG was chosen because it excels in offering customers and employees personalized, easy-to-use information technology.
On technology: “Our Web site gives customers 24/7 access to more than 700 pre-designed home plans,” says Santerini. “It also helps them find the plan that best suits them, connects them to builders in their area and allows them to see where specific homes have been built.”
Prizes galore: Santerini and her employees will receive $20,000 in Dell equipment. Plans are underway to develop faster online service for customers, purchase a new server and increase the speed of their overall network, says Santerini.
She will also spend a day with Dell to learn best practices from CEO Michael Dell. And the company receives a lifetime membership to NFIB.
The other nine finalists each received a Dell laptop and a one-year membership to NFIB. More details about each business is available at http://www.NFIB.com/ceaward.
CharterAuction.com (Quincy, Mass.)
Nathan McKelvey, CEO
www.charterauction.com
Next time you’re looking to book travel on a private jet, CharterAuction.com might be just the service you need. Founded by Nathan McKelvey in 1999, the Quincy, Mass.-based business was the first private jet charter auction Web site on the market. Not only does the company help clients find the most affordable private jet travel, they also work with Aviation Research Group, an independent aircraft rating service, to provide extensive safety research on the operator, the aircraft and the pilots.
On being a small-business owner: For McKelvey, owning a business gives him wings to take off in any direction he wants. “The best thing about being in business for yourself is having the freedom to make decisions about the direction of the business,” he says.
On technology: “Our biggest challenge is making sure what we expect will happen actually happens when we implement new technology,” says McKelvey.
El Clasificado (Los Angeles)
Martha de la Torre, Founder and President
www.elclasificado.com
For 16 years, El Clasificado (the “company”) has been reaching the Latino community with a weekly free Spanish-language publication. Readers pick up the publication at more than 3,200 distribution points in the Southern California area. Currently, it is the nation’s second largest free Spanish language weekly publication.
On being a small-business owner: “It is very satisfying to see someone come in at an entry level position and with the right guidance and opportunity flourish to leadership roles that in turn help the company grow, and thus create more job opportunities and wealth for all,” she says.
On technology: Technology has played a huge role at the publication from day one. “When desktop publishing was introduced in the late ’80s, it allowed us to produce El Clasificado with an investment of less than $30,000,” she says. “At the time, other similar publications at the time were being produced with equipment that cost hundreds of thousands of dollars.” They’re also able to keep prices low for classified-ad customers.
Enablemart (Vancouver, Wash.)
Dennis Moulton, President
Nick Tostenrude, Vice President
www.enablemart.com
Learning to use a computer is challenging in itself. Now imagine learning to use a computer you can’t see. That’s what the blind customers of Enablemart must overcome. Founded four years ago, Enablemart distributes assistive technology for people with disabilities.
On being a small-business owner: For both Moulton and Tostenrude, owning a business gives them total control over the company’s working environment and culture. “We set high goals and work hard to achieve them, but we make sure to maintain an entrepreneurial and relaxed atmosphere,” says Moulton.
On technology: “Since our business focuses on providing computer access solutions for individuals with disabilities, we see first-hand how new technologies make peoples’ lives easier and more accessible,” says Tostenrude.
The hardest part is making sure customers are comfortable with the technology. That’s why the company provides lots of different options.
ImarcsGroup.com (Tallahassee, Fla.)
Jeff Minder, CEO
www.imarcsgroup.com
ImarcsGroup is one of those companies that works behind the scenes. As a creator of database-driven Web sites that include customer loyalty and communications programs, ImarcsGroup makes their clients look good.
On being a small-business owner: Jeff Minder (front right) never backs away from responsibility. In fact, that’s what he loves about entrepreneurship. “The buck stops here, and that allows me to put all of my skills and energies to work in the most aggressive and rapid manner possible,” says Minder.
On technology: “Helping other businesses effectively use technology in a way that solves problems and creates a recognizable return on their investment is the reason we are in business,” he says. Managing growth can be tricky. When investing in technology, they have to decide if it’s worth fixing something that isn’t broken.
J.M. Wilson Corporation (Portage, Mich.)
David Wilson, President
www.jmwilson.com
For 84 years, J.M. Wilson Corporation has been providing specialty insurance products to independent insurance agents for risks that are not insurable in the standard marketplace. The 100-employee company services independent agents and their client (the insured) throughout the time their policy is in force.
On being a small-business owner:For third-generation owner David Wilson, working as a team delivers great results. “Providing prompt quality service and products to our customers is one of the best things about being in business for yourself,” he says.
On technology: In 1999, the business automated its workflow and went paperless. The move came at the right time. A few years later when the tough market hit, J.M. Wilson’s automation put them in a good position to service their clients and gain even more.
Mythic Entertainment (Fairfax, Va.)
Marc Jacobs, President and CEO
www.mythicentertainment.com
The online gaming industry has some pretty major players, among them names like SonyOnline. But one small business in Virginia with 26 employees is holding its own in the competitive market. Mythic Entertainment, founded nine years ago by Mark Jacobs and Rob Denton, is credited with 14 games, including the award-winning “Dark Ages of Camelot.” Superior, round-the-clock customer service keeps gaming customers happy, many of whom don’t want to stop their games and wait hours for telephone or e-mail support.
On being a small-business owner: “It’s rare that a company focused on creative properties is able to make major decisions on the best business course to follow,” says Jacobs, who enjoys having the power to decide what game to release next, how long development should take and which territories to release the game in.
On technology: Overcoming the stigma that ideas not invented at Mythic aren’t worthwhile is a big challenge. “Companies such as Mythic can fall into the trap of believing that nothing can be gained from working with other people or technologies,” says Jacobs “Overcoming them is not easy and requires leadership that is objective when looking at technological opportunities.”
Top Dog Daycare (Colorado Springs, Colo.)
Joelle Hilfers, Owner and Operator
www.topdogdaycare.com
If your dog is the master and you are the servant, then Top Dog Daycare is right up your alley. Founded almost five years ago, the doggie daycare is a non-traditional kennel for dogs. The daycare center features a fully supervised playland where dogs are free to run around all day and play with others. Dogs are in kennels only at night. The facility also features a professional grooming salon and a training center.
On being a small-business owner: Happy dogs, happy dog owners – that’s the way Top Dog Daycare owner Joelle Hilfers sees it. “When all the dogs in our building are happy and healthy, and when their owners realize it, that’s the best compliment for me,” says Hilfers.
On technology: During the last year, technology has completely changed the way the kennel operates. Working with IT professionals, Hilfers built an operating program she named K9 Connect. With the software, employees are able to make appointments, record notes on dogs and keep files organized. “You wouldn’t think technology would be important to a doggie daycare, but it’s been a lifesaver,” says Hilfers.
V.E. Brackett Company Inc. (Fayetteville, Ga.)
Christopher Mallon, President
www.vebco.com
Founded 30 years ago, V.E. Brackett Company is an independent manufacturer’s agency. The product lines they represent cover the mechanical power transmission, motion control and fluid power markets. Owner Christopher Mallon is what you’d call an early adapter. He bought into the idea of how technology could radically change the workplace as early as 1992.
On being a small-business owner: “The best thing about being in business for myself is freedom – the kind of freedom that allows me to be responsible for my own actions instead of the victim of someone else’s actions,” says Mallon.
On technology: Mallon bought his first computer and started building a database for his company in 1992. They slowly added computers to assist in accounting and inventory functions. In 1998, he equipped his sales force with computers and cell phones – and he’s kept pace ever since. Today, they scan mail for sales reps outside the main office and e-mail it to them, instead of sending by snail mail. “Change should not be regarded as a cost,” says Mallon.
Zipcar Inc. (Cambridge, Mass.)
Scott Griffith, President and CEO
www.zipcar.com
Quick. You’re in Boston, and you need a rental car you can take to New York. If you’re a member of Zipcar, you’re in luck. The 25-employee company provides, insures and maintains cars for round-trip self-service use. Currently the business has parking lots along the Northeast corridor, and CEO Scott Griffith estimates there is a Zipcar within a five-minute walk of 2 million people.
The entire reservation service is automated. Members arrive at the car at the reserved time and hold a membership access card over the card reader on the windshield. The card and reservation are electronically matched, and the car unlocks automatically and the ignition is enabled, allowing the member to start the car.
On being a small-business owner: Small-business owners know a good idea when they see one. In 1999, Zipcar co-founders Robin Chase and Antje Danielson were traveling in Berlin when they noticed the interesting concept. The two brought the idea back to the United States, and Zipcar was born. Chase headed the company its first three years, and now currently serves as a staff consultant.
On technology: “Our brand is built around the customer experience and technology allows us to do two things: offer an excellent customer experience and receive continuous feedback on how to improve that experience,” says Griffith.
