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By RMI SBDC
During his younger years, Mr.Kenny Paul had a dream thatone day he will have his very
own fishing boat. As a young boy, healways watched the fishermen from hisarea as they leave the dock to go out fish-ing on their boats. This he will do continu-ously and wondered that one day he willdo the same thing these fishermen weredoing. Between the ages of 15 and 16,he started to join some of the fishermenfrom his area on their fishing trips on theirboats. Upon returning from these trips hewould help take their catch to all thestores, small take-outs and restaurantsthat they had established purchasingagreements with to sell the products. Thiswas the starting point of Kenny’s dream toone day start his very own fishing busi-ness.
FAST FORWARD TO 2008…. This par-ticular year was time Kenny decided topursue his plan to start this business.
August 2009 Vol. 5 No. 3
UUppccoommiinnggGGuuaamm SSBBDDCCWWoorrkksshhoopp::
“Profit Mastery”Creating value,building wealth
Editorial/Production StaffRindraty Celes Limtiaco, President, G.P.I.
Pacific Island Small Business DevelopmentCenter Network, Editorial
Jae Fermin Medina, Advertising Director
The Pacific Islands Small Business DevelopmentCenter is a program supported by the U.S. SmallBusiness Administration under a cooperative agree-ment and extended to the public on a non-discrim-inatory basis. SBA cannot endorse any products,opinions, or services of any external parties oractivities. This material is based on work support-ed by the U.S. Small Business Administration. Anyopinions, findings, conclusions or recommenda-tions expressed are those of the author (s) and donot necessarily reflect the views of the SBA.
By: Denise Mendiola Hertslet, Guam SBDC
It’s August and teachers and par-ents are getting ready for the all-exciting albeit stressful “back to
school” rush. It is also a historical timefor one new business owner that isgetting ready to assist the communityin getting their necessary educationalmaterials, tools, and supplies just intime for school. School Essentialsrecently opened its doors and with theassistance of the Guam SBDC andBank of Guam, is now expanding itsstore location in Oka, Tamuning.According to Rose Santo Tomas, “Idecided to open an education resourcestore because there aren’t manyteacher resource stores available onisland.” Rose is not new to the educa-tion resource retail industry. “Havingbeen a part of Edu-fun for many yearsas co-owner and manager, I fulfilledthe need for Guam’s teachers andwanted to continue providing them withthe best variety of materials.”
In the retail business, one thing is forsure. You must pay attention to loca-tion, location, location! One of Rose’sbiggest challenges in starting her busi-ness was finding a location that wascentral and near her customers.
School Essentials opens in Oka, Tamuning
Owning a business: From dream to realitycontinued on page 4
continued on page 11
INSIDE• GTA TeleGuam sponsors Broadbandservices at SBDC, Pg 2• Growth Venture Series: How to MakeStrategic Decisions, Pg 3• Home Maid Cleaning Services, Pg 4• Creating Night Life: The “O” Lounge,Pg 6• SBDC Clients at Symposium, Pg 6• Kosrae Upward Bound ParticipantsComplete Training Program, Pg 7• Chuuk SBDC goes green, Pg 8• Building Customer Loyalty, Pg 9• Majuro’s First Cleaning Business, Pg 11
Visit our website at www.pacificsbdc.com
See page 3 for moreinformation
From left to right: Rose Santo Tomas (owner) & Elicia Santo Tomas (Store Manager)
Owner: Kenny Paul
GTA TeleGuam has long had a pres-ence on the island of Guam. Sinceits initial designation as an
autonomous agency in 1974, GTA TeleGuam(previously Guam Telephone Authority) hasgrown to become the 15th largest local tele-phone company in the US providing state ofthe art telecommunications service to over
eighty thousand customer accounts. Whenasked to provide free Broadband services tothe University of Guam’s Pacific Islands SmallBusiness Development Center Network/GuamSBDC we recognized the importance and sig-nificance of providing this service to theUniversity, the students, and the many entre-preneurs, innovators, and existing businesses
on Guam. Few can argue the signifi-cance of internet on businesses today. Itcan be used to do research on start-upsand expansions, create valuable ecom-merce opportunities and leads, act as anadvertising channel, and much more.GTA is currently providing the followingservices; BroadbandInternet, T1, and MetroEthernet.
GTA has upgraded theinfrastructure to ADSL2+and is capable of offeringfaster connection speedsat competitive rates.Asymmetric DigitalSubscriber Line (ADSL) isa form of DSL, which is adata communicationstechnology that enablesfaster data transmission over copper tele-phone lines. ADSL is faster than theservice a conventional voice band modemcan provide because of its ability to utilizefrequencies that are not used by a voicetelephone call. ADSL is up to 20 timesfaster than a conventional 56k modem.DSL can be used at the same time andon the same telephone line with regulartelephone, as it uses high frequency,while regular telephone uses low frequen-cy. Currently, GTA TeleGuam offers1.2Mbps, 2.5Mbps, and 7.0Mbps speeds.
GTA TeleGuam’s Dedicated T1Services provide up to 1.544Mbps ofsecured bandwidth over a non-shared,non-fractional, and “always on” leasedline. T1 also offers the ability to do videoconferencing, voice over IP, and remotemonitoring systems. GTA TeleGuam’s T1service provides a redundant networkdesign and auto switch system. The goalof a redundant network is to eliminatedown time caused by a single point of fail-
ure. In short, the network would be preservedby routing traffic through another connection ifa router were to fail. GTA TeleGuam main-tains the integrity of their product through thisredundancy and by providing round the clocknetwork monitoring with a dedicated technicalteam.
Metro Ethernet (MetroE) refers to a comput-er network based on Ethernet standards thatallows for very high connectivity and the abilityto access higher speeds, using more reliableand more secure technology. With the globalnature of today’s business climate, Metro Ecan satisfy the requirements for businesses tobe connected at multiple locations. Metro E is
known for removing the bottle-neck normally associated withtraditional routed circuits (suchas T1), providing full wirespeed, secure Ethernetbetween many areas. GTATeleGuam began offering thistechnology in an effort to bringhigh speeds as well as securityand reliability to Guam’s net-works.
GTA TeleGuam is the onlytelecommunications provider on
Guam that utilizes 100% buried cables to pro-vide their services. With weather conditionsconsisting of high winds, heavy rain fall, andtyphoons, the buried cables provide a uniquesolution. GTA’s infrastructure features all digi-tal switching, all fiber inter office facilities,Sonet with DWDM signaling, IPTV, island widedeployment of DSL, and comprehensive wire-less service. Over the years, GTA has invest-ed in a number of capital equipment projectsto upgrade its fixed wire line and wireless serv-ice to accommodate new telecommunicationsservice and technology, providing for theincreasing population growth and economicactivity on Guam. Expansion continues todayas GTA positions to offer its customers newbroadband and advanced digital wireless serv-ices. A GTA TeleGuam remains committed tothe island of Guam and is a proud sponsor ofthe University of Guam’s Pacific Islands SmallBusiness Development Center Network/GuamSBDC.
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Pacific Islands Small BusinessDevelopment Center Network
Location: University of Guam, UOG StationP.O. Box 5014, Mangilao, Guam 96923
Telephone: (671) 735-2590 • Fax: (671) 734-2002Website: www.pacificsbdc.com
Casey Jeszenka, Network [email protected]
Georgette F. Reyes, Associate Network [email protected]
Betsy Chargualaf-Iriarte, Network Operations [email protected]
Guam SBDCP.O. Box 5014, Mangilao, Guam 96923
Telephone: (671) 735-2590 • Fax: (671) 734-2002Denise Mendiola Hertslet, WIB Program
Coordinator/Business CounselorRodney Webb, Business Counselor
Lorie Sablan, Administrative Assistant
Chuuk SBDCP.O. Box 1143, Weno, Chuuk,
Federated States of Micronesia 96942Telephone: (691) 330-5846 • Fax: (691) 330-5847
Email: [email protected] Haregaichig, Acting Director/ Counselor
Cassandra Dereas, Office Manager
Yap SBDCP.O. Box 1171, Colonia, Yap,
Western Caroline Island 96943Telephone: (691) 350-4801 • Fax: (691) 350-4803
Email: [email protected] Limar, Director
Monica Tinag, CounselorJacinta Primo, Office Manager
Republic of the Marshall Islands (RMI) SBDCP.O. Box 1727, Majuro,Marshall Islands, 96960
Telephone: (692) 625-3685Email: [email protected]
Anel Philimon, DirectorLeeno Aikuji, Office Manager
Palau SBDCP.O. Box 9, Koror,
Republic of Palau 96940Telephone: (680) 488-6004 • Fax: (680) 488-1549
Email: [email protected] Abraham, Director
Kosrae SBDCP.O. Box 577, Tofol, Kosrae State,
Federated States of Micronesia 96944Telephone: (691) 370-2751 • Fax: (691) 370-2066
Email: [email protected] Jackson, Director
Rinson Edmond, CounselorAtalia Jackson, Office Manager
PISBDCN Advisory BoardMike Ady,Chairman (Guam)
Phillip Reklai,Vice Chairman (Palau)Casey Jeszenka, Secretary (PISBDCN/Guam)
Marcel Camacho, Member (Guam)James Gilmar, Member (Yap)Robert Pinho, Member (RMI)
Fred Skilling, Member (Kosrae)Mason Fritz, Member (Chuuk)Marie Mesa, Member (Guam)
Anita Enriquez, Member (Guam)Rindraty Limtiaco, Member (Guam)
Christine Benavente, Member (Guam)Gloria Molo, Ex-Officio (GEDCA)
Ken Lujan, Ex-Officio (SBA)
Pacific Business PartnersOfficers, Staff and Board Members
The GuamSBDC thanks theGTA TeleGuamfor donating theSpyderBroadbandInternet Servicesto the GuamSBDC.
GTA TeleGuam now sponsoringBroadband Services at SBDC!
l For additionalinformation forbroadband servicesand other GTA prod-ucts contact 644-4GTA (4428) or visit-ing GTA online atwww.gta.net
Comingsoon!!!
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Presented Live in Guam by: Steve LeFeverChairman and Founder
Business Resource Services Inc.
Day 1: Wednesday, December 2nd(8:00am - 5:00pm)
Day 2: Thursday, December 3rd(8:00am - 5:00pm)
Note: Additional details to be announced at a later time.
As a business owner or as the manager of anindependent business, you put tremendousamounts of time and effort into running the com-
pany. But how do you make sure you are not just run-ning up and down in the same place? "Profit Mastery®: Creating Value andBuilding Wealth" will give you the insight to immediately make more andkeep more of your hard-earned money. This hands-on workshop isdesigned to take the mystery out of numbers and give you practical finan-cial tools and perspectives to help make better business decisions.
Workshop Agenda• Introduction to Profit Mastery• Understanding Financial Statements• Creating your Business Scorecard• Using the Profit Mastery Roadmap• Cause & Effect Relationships that Impact Cash Flow• Understanding Price, Volume and Cost Using Break-Even Analysis• Calculating, Anticipating, & Managing Cash Flow• Using Financial Gap Analysis to Manage Growth• Steve’s Thoughts on Banking Relationships and Business Transition
You Will Learn To:• Speak the language of finance and be better equipped to interact intelligently with numbers people• Incorporate the seven steps to building value into your business• Understand financial statements and how to use them as management tools• Apply benchmarks to increase financial performance• Understand the price-volume-cost relationship• Predict and manage cash flow• Manage growth effectively
What Do You Get?• Sixteen hours of active instruction that includes hands-on activitiesdesigned to take the mystery out of number crunching and give you practical financial tools and perspectives to help make better business decisions• Sixteen hours of CPE credits to members of the Guam Board ofAccountancy certified by the National Association of State Boards ofAccountancy (NASBA)• An incredible, 275-page participant notebook containing course content, case studies, worksheets, templates, articles, and resources you will use again and again• Access to additional Profit Mastery website resources• Lunch on both days, and light refreshments throughout the seminar
How do you sign up?• Hosted by the University of Guam Small Business Development Center• Contact Lorie Sablan at 735-2590 or email [email protected]• Advance signup and a fee of $350 are required for the 2 day seminar. Major credit cards accepted (VISA, MASTERCARD, AMERICANEXPRESS & DINERS). If paying by check, please make payable to: UNIVERSITY OF GUAM• Venue: TBA• Requests for reasonable accommodations must be made 72 hours inadvance. Services are extended to the public on a non-discriminatory basis
Profit Mastery: CreatingValue and Building Wealth
Guam SBDC Trainings - AUGUSTthrough October 2009
STEVELEFEVER,
Chairman andFounder Business
ResourceServices Inc
l August 27, 2009, Thursdayl 12pm to 2pml $20.00 per person (includes lunch)l Bank of Guam Bldg, 2nd Floor
Conference Room
One common denominator amongsuccessful entrepreneurs is theirability to think strategically and
make critical decisions about the futuredirection of their business. This workshopwill help you work on your business strate-gy: how you plan to accomplish your goalsand achieve your vision.
Individuals interested in attending theworkshop should contact Lorie Sablan at735-2590 or email HYPERLINK"mailto:[email protected]" [email protected]. You may also visitthe Guam SBDC located at University ofGuam Room #148 Leon Guerrero Schoolof Business & Public Administration
Building. Seating is limited. Credit cards(AMEX, VISA, Mastercard and Diners)accepted. If paying by check, please makepayable to UNIVERSITY OF GUAM.Deadline to register is on or before theclose of business August 26, 2009. Formore information contact Denise MendiolaHertslet (WIB program coordinator/SBDC Counselor) at 735-2594 or [email protected]. Requests forreasonable accommodations must bemade 72 hours in advance. Services areextended to the public on a non-discrimina-tory basis. The Pacific Islands SmallBusiness Development Center is a pro-gram supported by the U.S. SmallBusiness Administration under a coopera-tive agreement. SBA cannot endorse anyproducts, opinions, or services of anyexternal parties or activities.
The UOG Guam SBDC-Bank of Guam Women in Business Programpresents a workshop for Women Entrepreneurs:
GGRROOWWTTHH VVEENNTTUURREE SSEERRIIEESS:: ““HHOOWW TTOO MMAAKKEE SSTTRRAATTEEGGIICC DDEECCIISSIIOONNSS””
Thursday, August 27th (12:00pm-2:00pm)“GROWTH VENTURE SERIES: How to MakeStrategic Decisions”Presented by the Bank of Guam Women inBusiness ProgramFee: $20 per personLocation: Bank of Guam in Hagatna, 2nd Floorconference room
Friday, August 28th (9:00am-11:30am)“How to Manage a Business”Presented by Guam SBDC Fee: $20 per personLocation: SBDC #148 Jesus & Eugenia LeonGuerrero School of Business & PublicAdministration Building on the campus of theUniversity of Guam
Thursday, September 3rd (9:00am-11:30am)“HUMAN RESOURCE TRAINING SERIES: Howto Manage Employees”Presented by Toshie Ito, Principal, Motiva Training& Consulting Fee: $20 per personLocation: SBDC #148 Jesus & Eugenia LeonGuerrero School of Business & PublicAdministration Building on the campus of theUniversity of Guam
Thursday, September 24th (9:00am-12:00pm):”Part 1 of 3: AdvancedMicrosoft Excel for Small Business”(1:30pm-4:30pm): “Part 2 of 3: Double EntryBookkeeping using Microsoft ExcelFriday, September 25th (9:00am-12:00pm): “Part 3 of 3: Double EntryBookkeeping using QuickBooks Simple”Presented by Guam SBDCFee: $75 for all 3 workshops. Location: SBDC #148 Jesus &Eugenia Leon Guerrero School ofBusiness & Public AdministrationBuilding on the campus of theUniversity of Guam
Wednesday, October 7th (9:00am-11:30am)“Introduction to Micro-Credit”Presented by Guam SBDC: Fee: FREELocation: SBDC #148 Jesus & Eugenia LeonGuerrero School of Business & PublicAdministration Building on the campus of theUniversity of Guam
Friday, October 9th (9:00am-11:30am)“How to Start a Business”Presented by Guam SBDCFee: $20 per personLocation: SBDC #148 Jesus & Eugenia LeonGuerrero School of Business & PublicAdministration Building on the campus of theUniversity of Guam
Friday, October 23rd (9:00am-11:00am)“How to Write a Business Plan”Presented by Guam SBDCFee: $20 per personLocation: SBDC #148 Jesus & Eugenia LeonGuerrero School of Business & PublicAdministration Building on the campus of theUniversity of Guam
Friday, October 30th (9:00am-11:30am)“Working Capital & Cash Flow Management”Presented by Guam SBDCFee: $20 per personLocation: SBDC #148 Jesus & Eugenia LeonGuerrero School of Business & PublicAdministration Building on the campus of theUniversity of Guam
Advance signup and payment requiredat least 3 days prior to workshop date.Individuals interested in attending theworkshop should contact Lorie Sablanat 735-2590 or [email protected]. Requestsfor reasonable accommodations must
be made 72 hours in advance. Servicesare extended to the public on a non-dis-
criminatory basis.
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Another challenge for her was working withsuppliers. “Not all suppliers are willing towork with start-up businesses because wehave no credibility.”
Rose knew that in order to survive in theretail industry, she needed a niche, or some-thing that made her unique. She decidedthat she was going to make sure that hercustomers had choices at School Essentials.“You’ll find that we have the best selection ofmaterials that cater to the educator in every-one. Our biggest sellers are educationalposters, bulletin board sets, resource books,and manipulatives to enhance a child’s learn-ing experience. In addition, School Essentialscan special order school furniture and equip-ment and provide lamination services.” Inorder to purchase the necessary inventory,Rose needed money. This was surely achallenge for this small business owner.
One day while reading the Pacific DailyNews business section Rose discovered theservices available at the Guam SmallBusiness Development Center (SBDC). Shealso spoke to other women in business whotold her about the SBDC. She brought herdaughter and store manager, Elicia SantoTomas, to meet with Denise MendiolaHertslet, SBDC-Bank of Guam Women inBusiness Program Coordinator and BusinessCounselor. Upon learning of their small busi-ness need, developing the required businessand financials became a work-in-progress.After several one-to-one confidential counsel-ing sessions, Rose’s business loan proposalto include supporting documents was suc-cessfully completed and submitted to theBank of Guam. Within weeks, Rose receivedword of approval for funding from the Bank ofGuam under the SBA Community Express
Loan Program. She will use the funds to pur-chase inventory and expand the size of herstore. “We are busting at the seams in ourcurrent location and need additional space inorder to accommodate our customers’ needs”says Rose.
With risks, come rewards. Rose has hadsome triumphs since her business openedand she is working very hard to ensure thather business becomes successful. Whenasked what advice she would give to otherwomen who want to start a business, shereplied, “It is most important to be passion-ate about your business because essential-ly, it becomes a part of who you are. Beprepared to devote many hours to settingup your business, especially a retail store.Make sure you are knowledgeable of yourproducts so it is easy to sell to your cus-tomers.”
For more information about the UOGGuam SBDC-Bank of Guam Women inBusiness Program at the UOG Guam SmallBusiness Development Center, contactDenise Mendiola Hertslet at 671-735-2594 oremail [email protected]
continued from page 1
l SCHOOL ESSENTIALS
Owner: Rose Santo TomasLocationAddress: Farenholt Ave inTamuning, between St. AnthonyChurch and Oka PaylessHours: Monday thru Friday, 9 a.m. to7 p.m.Phone:(671) 648-7245/7673Fax: (671) 648-7246
Save the date...The GuamProcurement Technical
Assistance Center will be hosting its1st Annual Procurement Symposiumon September 4, 2009 from 8:30 a.m.- 5:00 p.m. The symposium will fea-ture presentations from federal/localprocurement representatives onupcoming projects as well as how todo business with each of their respec-tive agencies.
Keynote Speaker for the event willbe the President of the Association ofProcurement Technical AssistanceCenters, Mr. Joe Flynn, as well asContractors/Vendors who will sharetheir successes as a prime or sub-contractor.
Venue and agenda information willbe forthcoming...stay tuned by visitingthe www.guamptac.com website orcall 735-2552 for more information.
Vera TopasnaProgram Manager
Guam Procurement TechnicalAssistance Center SBPA, University
of GuamPh: 671-735-2552Fax: 671-735-5717
PTAC Savethe date
By: Denise Mendiola Hertslet, Guam SBDC
Have you ever had a need forhome-cleaning services but youjust don’t trust anyone? Fe
Caraig decided to start a home cleaningservice on Guam because she believesthere is a demand for home cleaningservices. She feels that her business“Home Maid Cleaning Service” fills avoid in the community by providing highquality cleaning services by someonethat can be trusted, is experienced andtakes pride in her work. Home MaidCleaning Services provides the followingservices: general cleaning, bathrooms,ironing and laundry services. Accordingto Fe, “I charge less than the othercleaning services because I use clean-ing products that the homeowners pro-vide. This is especially helpful for thosethat have sensitive pets and children inthe home and have a preference for acertain type of cleaning product.”
After graduating from the University ofGuam in 1984, Fe tried her hand at vari-ous jobs, including maid service. Shefound that she especially enjoyed clean-ing people’s homes because she feltproductive and a sense of satisfactionafter seeing her work. According to Fe“the best part of this job is being able tosee the smiles and hear the positivefeedback from my customers.”
Fe found out about the services at theGuam Small Business DevelopmentCenter (SBDC) when she read the suc-cess stories of other clients in the PacificDaily News. Her desire to open a busi-ness was sparked when she decided tostart a Lumpia manufacturing business.She met with Denise Mendiola Hertslet,
Bank of Guam Women in BusinessProgram Coordinator and BusinessCounselor, and discussed her businessideas. Denise advised her that if shewas to start a home-based food manu-facturing business, she would need tohave a separate enclosed kitchen with aseparate entrance. The kitchen wouldneed to meet Public Health Standardsfor food-making facilities. Fe soon real-ized that the Lumpia business wouldneed to be put on hold for now becausethe cost to start the venture would be tooexpensive for her at this time.
This didn’t stop Fe from trying to reachher goal of starting a business. Deniseinvited her to attend the SBDCMicrocredit Training Program to help herlearn more about starting and owning asmall business. Denise explained to herthat the SBDC Microcredit TrainingProgram is a partnership with the PacificIslands Microcredit Institute (PIMI), fund-ed by Bank of Guam, and provides smallloans to people who want to start verysmall businesses. According to Fe,“Upon completing the microcredit train-ing program she now knows that it is agood way to start a small business. Thestaff is there to help you in every step—from getting a small loan to recordkeep-ing, paying taxes, advertising, and evenfiling GRT’s.” Fe attended twelve of 3-hour workshops and completed hermicro-business plan for “Home MaidCleaning Service”. Soon thereafter shegraduated from program earning a cer-tificate of completion. She entered intoa peer group and is now qualified to bor-row a micro-loan from the Pacific IslandsMicrocredit Institute (PIMI). These fundsshe used to open her business. Soonafter, Fe began providing her services to
friends and acquaintances. She attendsPIMI’s monthly peer group meetingswhere she receives hands-on supportand networks with the other peer groupmembers.
Fe admits that being in business hasits challenges. “In this business, youcan’t please everyone. Some customersdon’t bother you and let you do yourwork. They are a pleasure to work forand I find that I end up doing more thanwhat is required because I like them.Still there are others that are never satis-fied and then you want to tell them thatthe only way their house will be cleanedis if they did it themselves. “
Home Maid Cleaning Services is asmall one-woman show right now. Butthis is just the beginning. Fe plans onhiring good people that she trusts andare of good character. For those thatmay be contemplating starting a busi-ness, she has some advice to heed, “1.Don’t give up on your dream no matterhow long it takes to make them cometrue. Take small steps to reach yourgoals. 2. Don’t be afraid of failure.Keep taking reasonable risks. 3.Surround yourself with positive people-those who will build your self esteemand encourage you. 4. Above all,believe in yourself!”
For more information about the Bankof Guam Women in Business Programor the SBDC Microcredit TrainingProgram at the UOG Guam SmallBusiness Development Center, contactDenise Mendiola Hertslet, ProgramCoordinator at 671-735-2594 [email protected]. Visit thePacific Islands Small BusinessDevelopment Center Network website atwww.pacificsbdc.com
l HOME MAID CLEANING SERVICE
Owner: Fe Caraig
Phone: (671) 472-0455
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By Palau SBDC
Upon his return from school abroad, Mr.Ziske Asanuma observed with a care-ful eye on Palau’s development status.
Given all the basic infrastruc-tures, the potential expansionof tourism, there was noupbeat and colorful nightlife.Being young and with greatenthusiasm, Mr. Asanumawas out and about all thetime, where he gained feed-back from the young genera-tion, the professionals, theexpatriates working in Palau,and the general workinggroup about Palau’s nightlife…and that inspired him toknock on Palau SBDC’s doorsfor his plans for businessdevelopment. With greatenthusiasm, the passion, andthe technicalbackground/experience, The“O” Lounge business planwas one of the record-breaking plans, whichwas completed in two weeks time”, commentsLisa Abraham, Director, Palau SBDC. ThePalau SBDC provided technical support to Mr.Asanuma in his business plan development aswell as internet access for research, and otherbusiness resources in completing this require-ment for submission of to the NationalDevelopment Bank of Palau (NDBP). All servic-es provided are “free”, so we encouragePalauans to plan when making any commercialcommitment, states Lisa Abraham, Director,Palau SBDC.
The long hours and days were well worthevery time in completing the required tasks.With great success, the NDBP returned a favor-able decision approving funding of the Ziske’sbusiness proposal. Moving forward Ziske waswell on his way to owning his very own smallbusiness.
The reason and main purpose of The “O”Lounge establishment is to provide supportservices in the nightlife. The “O” lounge isunique, base on Mr. Asanuma’s vision, a placefor disco, upbeat and up to date music with a
pumped up rhythm to vibrate the sounds of for-ever cha-cha tunes. The establishment catersto all walks of life, as long as one is dressednicely with a plan to party in style and/or consid-ers to party in the VIP lounge within the “O”
facility. However, Mr.Asanuma will observe the oneand most important safetyrule, “if you are too drunk, wewill make sure you get homesafely”. Therefore, to supporthis vision, The “O” Loungeemployees are personallytrained by Mr. Asanuma, toexecute the safety rule as wellas serving its customers withgraceful services and exten-sive drink menu.
Dedicated to its mission, theSBDC embraces every oppor-tunity to conduct outreach andprovide its services to all thestate in the Republic of Palau.For inquiries and more infor-mation, please contact thecenter at (680)587-6004 or
visit our web site at www.pacificsbdc.com. ThePalau SBDC mission is to support the growthand economic development of the Republic ofPalau by providing high quality one-on-one con-fidential counseling and training as well as inno-vative workshops to existing and prospectivesmall businesses.
Creating Night Life SBDC Clients Play vitalRole in Palau
Economic Symposium
Palau SBDC Tra in ing
The “O” Lounge
l THE “O” LOUNGEA place for disco, upbeat and up to datemusic with a pumped up rhythm to vibratethe sounds of forever cha-cha tunes.
Owner: Ziske AsanumaLocation Address: Dngeronger hamlet,accessed through lower road of the mainhighway Koror, in the Becheserrak Building,right behind the Palasia HotelPhone: (680) 488-6969Hours: 9 p.m.-2 a.m.
By Palau SBDC
On June 04, 2009, the President of the Republic of Palau, hisExcellency Johnson Toribiong calls on the launching of the 2009Economic Symposium to review and reaffirm the drafted Medium
Term Development Strategic Plan for Palau featuring value-added producers,business vendors, as well as farmers, state and national governments, andaqua culturists.
The one day event was super vibrant with colorful storyboard and jewelryproducts made of the local wood, shells, produce of vegetables, fruits, and dis-play of aquariums of fishes as well as products of aquaculture. The participat-ing crowd consisted of diverse people in the community who perhaps participat-ed for the first time; from the common people to the governmental officials, andoff-island supporters. It was an intense event with various presentations on
technical assistance, sup-port services, andresources for the communi-ty to tap into for develop-ment assistance.
On the very day, one ofthe center clients, Ms.Maria Rehuher and her col-leagues who are the found-ing members of the newlyformed Palau FruitGrower’s Farmer’sAssociation, obtained thePresident’s signature signi-fying the official establish-ment of the association’snon- profit charter. Onceagain, advocating networkefforts with other people inthe same industry to sup-port each other as well asdistribution of supplies con-sistently. “The message isstrong, farmers are realiz-ing that collaboratingefforts is essential tostrengthen themselves andthe whole industry. I alsothink they now know howimportant farming and farm-
ers are to the whole country, they are common people whose work is directlyand indirectly supporting the country’s needs and demand”, comments LisaAbraham, Palau Small Business Development Center (SBDC) Director.Similarly, three of the center clients were invited to participate as a panelist onthe small business panel with one of the centers’ successful clients, Mrs.Isabella Florencio who strongly advocated for Palau SBDC, its services, and theimportance for all established businesses to network together to sustain consis-tent services/products. “We hope the government will provide future incentiveprograms to local farmers to allow for slow but continual growth”, added LisaAbraham, Palau SBDC.
With great enthusiasm and optimism, Palau SBDC is dedicated to its mis-sion, embracing every opportunity to conduct outreach and provide its servicesto all the states in the Republic of Palau. For inquiries and more information,please contact the center or access our web site at www.pacificsbdc.com. ThePalau SBDC mission is to support the growth and economic development of theRepublic of Palau by providing high quality one-on-one confidential counselingand training to existing and prospective small businesses.
Currently located in Airai State, across from Shell gas station in the old PacificSavings Bank, you may contact us at, (680)587-6004, (680)775-5472, or [email protected] or [email protected], please contact us at any-time.
SBDC Clients panelists for Economic Symposium
For the months of August through December2009, the Palau SBDC will be offering smallbusiness trainings/workshops on the followingtopics:
• Farm Recordkeeping-Date of Training: September 08,2009• How to develop BusinessPlan-Date of Training: September 25,2009• How to develop a ProjectedFinancial Plan-Date of Training: September 26,2009• Basic Accounting for noneAccountants-Date of Training: September 23,2009
• Tax & License: Tax & Revenue and SocialSecurity Administration-Date of Training: October 7-8, 2009
All trainings/workshops are open to allqualified small business owners, man-agers, key personnel and individualsplanning to open or thinking aboutstarting small business ventures. Forexact location, date and times ofeach training/workshop, please con-tact the Palau SBDC at (680)587-6004 or E-mail:
[email protected] or [email protected]. Requests for rea-
sonable accommodations must be made72 hours in advance. Services are extend-
ed to the public on a non-discriminatorybasis.
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Kosrae Upcoming Training Schedule
By Kosrae SBDC
The Kosrae Small Business Development Center(SBDC) has recently formed partnership with theKosrae Upward Bound organization.
Established through a memorandum of understandingwith the College of Micronesia – FSM (COM-FSM) TRIOUpward Bound (UB) program, SBDC provided a summertraining course in Youth Business Planning concept andcreative business plan writing to a total of 18 students.These students represented the summer business club.Training was held on the 15th of July and ended on the22nd from 2:00pm – 3:45pm. After completing thetraining all students were required to participate in busi-ness plan writing sessions. This process was part ofthe evaluation to test the student’s knowledge of thetraining and understanding of the business planning con-cepts to include their ability to write creatively. Followingwhat appeared to be a tedious, 5 out of the 18 studentswere met with good and creative entrepreneur ideas andbusiness plan writing skills. The five top students are1st place Miss Vicky Joe, 2nd place Miss HerbyJackson, 3rd place Miss Kenye S. Linus, 4th place Mr.
Nena Howell, 5th place Miss Hiromi G. Ismael & MissZoya N. Andrew (partners). Students were encouragedto participate in future SBDC Youth Business Plan com-petition which is schedule for upcoming 2009 fall semes-ter.The award ceremony was held at the State Gymnasiumon July 25th with over 200 in attendance to include toState leaders, Education leaders, church leaders, UB
parents, friends and general public. The Best-of-the-BestAward was given to Miss Vicky Joe by UB programDirector Mr. Morgan S. Jonas.For more information regarding the programs &servicesof the Kosrae SBDC and/or the upcoming YouthBusiness Plan Competition, please contact the SBDC at(691)370-2751 or visit the website atwww.pacificsbdc.com .
Kosrae Upward Bound Participants Successfully Complete Youth Business Plan Training
Kosrae SBDC Business Counselor Rinson Edmond & UB participants.
Training Date Training Topic Time Training Venue
28-Aug Business Planning 9:30 - 2:00 SBDC Training RoomSep 10 - 11 Profit Mastery 9:00 - 4:30 SBDC Training Room25-Sep Business Management 9:00 - 12:00 SBDC Training Room30-Sep Inventory Management 9:00 - 1:30 SBDC Training Room
All workshops will be held at the Kosrae SBDC Training Room and are FREE. These workshops are open to all qualified small business owners, managers, key per-sonnel and individuals planning or thinking about starting small business ventures. For more information, please contact the Kosrae SBDC at (691)370-2751 or call themunicipal offices for the Outreach Training to register your name. Individuals interested in attending the scheduled workshop canalso submit a web request at www.pacificsbdc.com or send an email message to [email protected]
The Kosrae SBDC is a member of the Pacific Islands Small Business Development Center Network and is supported by the U.S.Small Business Administration. The Pacific Islands Small Business Development Center Network is a program supported by theU.S. Small Business Administration (SBA) under a cooperative agreement. SBA does not endorse any products, opinions, or servic-es of any external parties or activities. Services are extended to the public on a non-discriminatory basis. Reasonable accommoda-tions for persons with disabilities will be made if requested at least two weeks in advance.
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By Chuuk SBDC
2008 had brought many challengesand problems for the Chuuk SmallBusiness Development Center(SBDC). It seemed like we werealways one step behind. Since thepassing of the former director of ChuukSBDC, it felt like we were in a neverending race trying to catch up withclient files and reports that needed tobe sent electronically thus requiringelectricity. Not only were we faced withshort staff issues but the electrical situ-ation wasn’t good at all. 2008 was themost stressful year that our center hasever faced. But as a good friend oncesaid “Every new year brings newthings”, moving ahead so we lookedforward with anticipation to what theNew Year had to bring.
February 27, 2009 was the grandopening of our new Chuuk SBDCCenter. A week later after the grandopening of our new Center we contact-ed Bruton Enterprises (BE) seekingtheir help to install solar panels to ournew building. BE is currently the only
vendor offering alternative source ofpower for the State of Chuuk and oneof the few to the Federated States ofMicronesia (FSM). Immediately ourrequest received immediate attentionand with outstanding customer service,Bruton Enterprises sent two employeesto conduct an assessment. We dis-cussed the needs of the center and thecontinued power problem that hinderedour work performance for a long time.The meeting provided hope. The twowonderful employees assured us thatthe problem will be handled expedi-tiously. No delays, sure enough eight(8) solar panels were installed asrequested. The month of April cameand the GREEN LIGHT was on. Sincethen our center’s problem of no powerhas been a thing of the past. TheChuuk SBDC is proud to say that weare the first in town with solar power.We work even during a power outage.We want to thank Bruton Enterprisesfor the excellent work and notably thegreat customer service that we hadreceived.
If you are interested in seeking alter-
native power source see the guys atBruton Enterprise:
BRUTON ENTERPRISESAPPROPTIATE TECHNOLOGYSTOREP. O. BOX 700WENO, CHUUK FM 96942PHONE # (691) 330-2318/2276
Chuuk SBDC TrainingSept. 02, 2009 (9:00am-11:00am )Business PlanLocation: Chuuk SBDC New Building
Sept. 03, 2009 (9:00am-11:00am)Financial StatementsLocation: Chuuk SBDC New Building
Oct. 12, 2009 (9:00am-11:00am)RecordKeepingLocation: Chuuk SBDC New Building
Oct. 13, 2009 (9:00am-11:00am)BankingLocation: Chuuk SBDC New Building
Nov. 16, 2009 (9:00am-11:00am)Customer ServiceLocation: Chuuk SBDC New Building
The CHUUK Small Business DevelopmentCenter (SBDC) Training sessions are open toall qualified small business owners, managersand key/personnel and individuals planning toopen or thinking about opening small businessventures. All training sessions are FREE OFCHARGE. Individuals interested in attendingthe workshops may call the Chuuk SBDC at(691)330-5846 or email [email protected] or [email protected] Requestsfor reasonable accommodations must be made72 hours in advance. Services are extendedto the public on a non-dis-criminatory basis.
The Chuuk Small BusinessDevelopment Center (SBDC) isvery happy to introduce and wel-
come its newest staff member Mr. FritzHartmann (Tommy). Mr. Hartmann is serv-ing as a Business Counselor. Prior tobeing employed with the SBDC, Mr.Hartmann worked for the Department ofEducation as classroom teacher at St,Cecelia 2001-2002, Vice Principal atSouthern Namoneas Junior High School2002-2004, Vice Principal StudentServices Chuuk High School 2004-2009and Part-Time Instructor COM-FSM/ChuukCampus Spring 2009. Mr. Hartmanearned a BA degree in OrganizationalManagement from Ashford Institution. Heis presently pursuing a graduate degreefor the same program area from Ashford.Chuuk SBDC is looking forward to a prom-ising future with Mr. Hartmann. Again onbehalf of the Chuuk SBDC, the PacificIslands SBDC Network and its ServiceCenters we welcome to the team Mr. FritzHartmann.
The Green LightChuuk SBDC Going Green
Mr. Fritz Hartmann, Chuuk SBDCBusiness Counselor
New Staffat ChuukSBDC
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Build Customer Loyalty byExceeding Expectations
So much lip service hasbeen paid to customerservice that it’s sound-
ing like a tired cliché thesedays. Today’s business world itis not enough to simply saythat the customer comes first.Customers know the differencebetween mediocre service,good service and exceptionalservice. Without question, theywill make their decisions aboutwhere to buy accordingly. Yourresponse to the call for excep-tional service must be morethan good intentions andexcuses pinned on being asmall business. Here are someperspectives on building cus-tomer loyalty.
Hire the best possible staffthat your budget allows. Yoursales and service staff mem-bers are on the front line,whether physically or on thephone. Are they trained and dothey receive ongoing training?
Are they knowledgeable aboutthe products they represent?Are they empowered to judi-ciously waive policies withoutconsulting you, when it can bedone ethically and without tak-ing an unwarranted toll onyour revenue picture?Maintaining a competent,trained staff costs money. Ifthat gives you heartburn, con-sider the revenue forgonewhen indifferent and incompe-tent employees cause you tolose customers.
Reward your best cus-tomers. If you can offer yourbest customers better priceson frequent purchases, an up-front price break on their nextproject with you, or a discountfor their prompt cash payment,you will communicate yourawareness that they areimportant to the success ofyour business. Customerreward programs are easy andcost-effective to implementonce you know what your cus-tomers value.
Offer referrals. Who do youknow who might want to dobusiness with your customers?When it’s appropriate, helpyour loyal customers by pass-ing along leads you comeacross that can improve eithertheir business or personallives.
Exceptional service entailstreating a customer’s problemsas if they were your own—even if it costs you moremoney. Occasionally you mayeven have the opportunity tofix a problem caused by a cus-tomer’s use of one of yourcompetitors’ products or serv-ices. And it is an opportunity:to switch their allegiance.
Exceeding expectations isthe icing on the cake of cus-tomer satisfaction—knowingwhat your customers expectyou to provide and thenadding another layer of value.What can you do today to cre-ate the satisfied customers oftomorrow?
The University of Guam Pacific IslandsSmall Business Development Center
(SBDC) Network is now offering a series ofrich media online workshops, providing adynamic learning environment that is visual-ly compelling and relevant to the needs ofsmall business owners. The 26 workshopsinclude interactive content, case studies,workshops, business assessments andquestionnaires and are designed in a self-paced learning format, available 24/7 andbest of all free of charge. To access thisonline training, go to http://www.pacificsb-dc.com and scroll down the home page tothe link:
Each workshop provides real world busi-ness strategies and industry knowledgefrom entrepreneurs who have succeeded.The workshops provide in-depth strategiesand solutions to help business owners man-age, operate and build their business.Rahte3r than approaching topics with abroad stroke, the workshops go in-depth toprovide strategies and solutions thataddress today’s competitive business envi-ronment. The series of workshops focus onStarting Your Business, Financing,Marketing, Sales, Growth Strategies andBusiness Planning.
The workshops were designed and pro-duced by Virtual Advisor Interactive, a lead-ing product development and multimediaproduction company providing unique, inter-active4 marketing and e-learning productsfor the Financial Services, Education andHealthcare industries as well as corpora-tions targeting the small business market.
For more information about Virtual AdvisorOnline Small Business Training please callthe PISBDCN at (671) 735-2590 or yourlocal SBDC office.
Ask SCORE
Month Workshop Aug. Analyzing Financial Statements
MS Excel for BusinessFSM Gross Receipt & Wage TaxState Business Licensing
RegulationsSep. State Business Licensing
RegulationsFSM Gross Receipt & Wage TaxProfit Mastery
Yap SBDC workshops are open to all qualified smallbusiness owners, managers, key personnel and individ-uals planning to open or considering starting a smallbusiness venture. All workshops are FREE OF
CHARGE. For more information on workshopdates/time, please call Jacinta Primo at (691)-350-4801/4802. Individuals interested in attending a work-shop can submit a web request at www.pacificsbdc.comor email [email protected]. Request forreasonable accommodationsmust be made 72 hours inadvance. Services areextended to the publicon a non-discriminato-ry basis. Please notethat the schedule issubject to changewithout advancenotice.
Yap SBDC Training Schedulefor months of August to September 2009
New OnlineBusinessTraining NowAvailable!
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One that will help him to makemoney, provide funding for hischildren’s school expenses andcreated jobs for the out-of-schoolyouths from his community whomare on unemployment status.
Through word-of-mouth, helearned that the SBDC of theMinistry of Resources andDevelopment in collaboration withthe Bank of Marshall Islands(BOMI) work together to assistnew start-up and existing busi-ness owners to obtain small busi-ness loans through the MicroFinance Loan Scheme availableat bank. Needing assistance todevelop his proposal for bankfinancing Kenny made his firstapproach to visit to the RMI SmallBusiness Development Center(SBDC) on December 3, 2008.During this initial visit, the RMISBDC Business Counselor com-pleted an assessment of his busi-ness needs then handing offassignments needed to get theprocess started to completing therequired business & financialplans for submission to the bankfor possible financing. He visitedthe all the local companies thatsell outboard engines, fishingequipment and supplies to com-pare prices. He has a boatalready so he only neededengines and equipment as well assupplies to get his proposed fish-ing business started. We agreedto continue with the one-to-oneconfidential counseling sessionsnot only to have the plan complet-ed but to have the ability to learnand understand the “KNOWHOW’s” on starting & managing asmall business for growth andsuccess. This process continuedfor approximately two weeks.December 16th marked the daythe final proposal was completedalong with the bank applicationsallowing it to move forward to theBank of the Marshall Islands foraction.
Well worth the wait, Kenny wasthen notified about the favorabledecision of his loan proposalthrough the Micro loan program.Bank of the Marshall Islandshelped make Kenny’s dreamcome true. With the funds, hewas able to start his fishing busi-ness “KP Fishing Company”, pur-chase needed equipment andcreate 3 jobs.
As quoted Mr. Paul says, “It ismy honor and privilege to expressmy appreciation for the goodservices that I have received fromthe RMI SBDC, for being therewhen I needed help not only tolearn business issues but to guideme through development of myplan”. Now that his business hasstarted, he sees that some of hisbusiness objectives have alreadybeen met as he had created threejobs, brought in catches and sellthem for income including chartertrips between Arno and Majuro.
By RMI SBDC
Good deeds good people, ErmaMyazoe’s business idea came asa result of her desire to help her
friends. Help in the form of creating jobsthat will provide the opportunity for them tomeet their financial obligations in part if notin whole. Many of Erma’s friends werehousewives who did not complete theireducation or may have but not been able tofind steady jobs. Due to obligations athome to include care for their childrenthese women could not work full-time. Mostof RMI's employers prefer full time workers.The idea for starting a cleaning service hasalways been on Erma’s mind. However,producing the startup capital was a problemthat she had encountered thus delaying herplan to proceed to start her cleaning busi-ness.
The adrenaline still flowing, Erma’s desireand passion moved her to make contactwith the RMI Small Business DevelopmentCenter seeking the assistance that couldpossibly help her to fulfill the first stepneeded to making her dream come true.The initial call brought great results thusleading to the completion of a series ofrequired counseling sessions needed to gether business proposal completed andready for submission to the Bank of Guamfor possible financing.
Then the good news came from the Bankof Guam, Erma’s loan proposal receivedfavorable approval. Erma felt so blessed.She says “Without SBDC's assistance andavailing themselves whenever I neededguidance this would not have been possi-ble”. Since cleaning service is fairly new
on island and this kind of service was neveravailable people of RMI are unsure as to itsofferings. No time wasted, Erma started towrite proposals to various institutions as theCollege of the Marshal Islands(CMI), Bankof Marshalls(BOMI), Ministry of Health,Marshal Islands Development Bank(MIDB),Bank of Guam (BOG), Continental Airlinesand US Embassy. Through word of mouththe pipelines were being filled with inquiries
about the business asking how, what,when, etc. Erma is seeing her businessgrow. It's picking up slowly but surely. Sheanticipates starting with CMI and MIDBsometimes in September 09. BOMI is herfirst client and have expressed their happi-ness with the services provided thus far.Many of their employees have good feed-back about the cleanliness of their workenvironment. At present, she has 5employees including herself. If successfulin securing contracts with CMI and MIDB,Erma expects to have 2 more jobs avail-able for those looking for work. As men-tioned earlier, her business allows for part-time employment with the services providedduring the evening hours. This schedulemakes it possible for the employees tohave the daytime hours to spend with theirfamilies.
The RMI SBDC extends congratulation toErma and wishes her success in her busi-ness.
The RMI Small Business DevelopmentCenter (SBDC) is a member of theUniversity of Guam’s Pacific Islands SmallBusiness Development Center Network(PISBDCN). The PISBDCN’s mission is tosupport the growth and economic develop-ment of the U.S. affiliated islands in thewestern pacific region by providing highquality one-on-one confidential counselingand training to existing small businessesand to small business startups. For moreinformation regarding the RMI SBDC’supcoming trainings/workshops or otherservices, contact the Center at (692)625-3685 or visit www.pacificsbdc.com
Cleaning business 1st on Majurocontinued from page 1
(From left to right): Erma Myazoe (standing) isthe first Majuro resident to establish a cleaningservice.
l FIRST RMI CLEANING SERVICE
Owner: Erma Myazoe
Address: P.O. Box 255Majuro, MH 96950
Phone: (692) 528-8568
RMI SBDC Training ScheduleMonth Date Venue Topic Presented By
October 10/15/2009 RMI SBDC Recordkeeping RMI SBDC Staff
December 12/9/2009 RMI SBDC Marketing RMI SBDC Staff
12/10/2009 RMI SBDC Customer Service RMI SBDC Staff
All workshops are open to all qualified small business owners, managers, key personnel and
individuals planning to open or thinking about starting small business ventures. All workshops
are FREE of charge and will be conducted at RMI SBDC located at the Marshall Islands
Development Bank (MIDB) in Room 404. Space is limited; advance sign up is required to have
your seat reserved. For more information, please call Leeno Aikuij at (692) 625-3685. Registration can also be done through a web request at
www.pacificsbdc.com or email [email protected]. Please note this training schedule is subject to change without notice. Services are
extended to the public on a non-discriminatory basis. Reasonable accommodations for persons with disabilities will be made if requested at
least two weeks in advance.
The RMI SBDC is a member of the Pacific Islands Small Business Development Center Network and is supported by the U.S. Small Business Administration. The
Pacific Islands Small Business Development Center Network is a program supported by the U.S. Small Business Administration (SBA) under a cooperative agreement.
SBA does not endorse any products, opinions, or services of any external parties or activities.
