P ierre Area Chamber of Commerce
June 2019 Newsletter


Pierre Area Chamber of Commerce, Pierre Convention & Visitors Bureau & Pierre Economic Development Corporation E-News


This is the electronic version of the Pierre Area Chamber's June 2019 newsletter. We continue to provide a hard copy of this document in the Capital Journal as well.

Life is good on the river,
The Staff at the
Pierre Area Chamber of Commerce

In This Issue
2019 Chamber Board of Directors
  
Executive Board
Jennifer Anderson - President
Anderson, Nill & Associates
Meredith Lee - President-Elect
Lee Real Estate
Thomas Allerdings - Vice Presient
ClubHouse Hotel & Suites
Russ Hofeldt - Secretary
Feeding South Dakota
Melissa Puepke - Treasurer
First Dakota National Bank
Bryan Beck - Past President
Beck Motor Co.
 
Board Members
Angie Bollweg
Sanford Health
Paul Bowen
Slumberland Furniture
Mikel Holland
Avera St. Mary's
Aaron Fabel
Oahe YMCA
Cindy Bahe
Casey Tibbs Rodeo Center
Jodie Hickman Anderson
Strategic Association Services
Kristie Maher
South Dakota Discovery Center
Chris McConnell
Black Hills FCU
Dennis Rounds
Consultant
Ex-Officio Members
Ron Wagner, PEDCO President
Pierre Mayor Steve Harding
Ft. Pierre Mayor Gloria Hanson
 
2019 PEDCO Board of Directors
  
Ron Wagner - Chair  
First National Bank
Andy Hubbart - Chair-Elect
BankWest
Mark Anderson - Secretary
SD Department of Labor
Kim Easland - Treasurer
American Bank & Trust
Doug Abraham
May, Adam Law Firm
Trace Beck
Beck Motor Co.
Rick Dockter
Ameriprise Financial
Dawn Morris
Morris Inc.
Kim Olson
Sen. Mike Rounds Office
Karl Richards
Avera Medical Associates
Tiffany Sanderson
Vivayic
Gordon Woods
SD Intrastate Pipeline

Liaisons - Annual Appointment
Jamie Huizenga
Pierre City Commission
Jennifer Anderson
Chamber of Commerce
Kristi Honeywell
Pierre City Administrator
Norm Weaver
Hughes County Commission

Administration
Jim Protexter
Chief Operating Officer
 
Pierre Economic Development Corporation 
2019 Investor List
(From 4/26 to 5/24)
  
Thank you to the following businesses, organizations and individuals who are supporting economic development in Central South Dakota through their PEDCO membership investment.

Silver Investors - $300
RedRossa Italian Grille

Bronze Investors - $150
Linn Real Estate, State Farm Insurance - Becki Potrzeba

 

President's Report
Jennifer Anderson, Board President
just got back from our monthly Executive Committee meeting and am so excited to update you on the many events your Pierre Area Chamber of Commerce is hosting this month to get you out on the next sunny day!

Chamber Golf Classic:
The Chamber is getting ready for its Annual Golf Classic, which will be held on Thursday, June 6, 2019. The Annual Pierre Area Chamber Golf Classic is a great opportunity spend a fun-filled day with your colleagues while supporting the Chamber's efforts to serve as a voice for local business and to connect organizations in our community.
The event will take place at the scenic Hillsview Golf Course, with a 12:00pm shotgun start.  Participants will enjoy eighteen holes in a scramble format with carts, lunch in the clubhouse or on the go and pin prizes for each hole. Contests such as Pull a Rope and Closest Putt will be played, and Mulligans can be purchased to allow even the most amateur players a second chance at their swing.
Registration is available for teams of four and there are still sponsor packages available.
Taste of Pierre:
This event brings local restaurants to Steamboat Park on Thursday, June 20th to kick off Oahe Days and to showcase their specialties. Please make plans to eat in the park and attend the many events scheduled for the evening of June 20th. I also heard there may be some serious pie-eaters in attendance!
Member Survey:
The 2019 Chamber Member Survey is out! Please go to www.pierre.org and click on 'MEMBERSHIP SURVEY' in the scrolling Calendar Highlights and respond for a chance to win $50 in Pierre Pride Dollars. 
We will be using the information gathered from the survey to help us better understand what our members find most valuable in their investment and community. All information will be used in our strategic planning discussion later this summer.
Harley Davidson Raffle:
Petersen Motors, Inc. has been donating a Harley Davidson motorcycle to area non-profits for many years. This year is the 18th raffle over the past 19 years. For many years, the Boys & Girls Club of the Capital Area and the Pierre Area Chamber of Commerce have been able to raise funds for special causes because of this raffle. For the past several years we have had a tradition of taking a photo on the steps of the Capital with the Governor to kick-off the fundraiser.  
Each raffle ticket allows the purchaser and a guest admission to a picnic that will be held on July 25th at Steamboat park. The Raffle Drawing will take place at the picnic. Tickets purchased before July 1st will be entered into an early bird drawing for a chance to win a night's stay at the Presidential Suite at the Clubhouse Hotel & Suites, donated by the Clubhouse. Tickets went on sale May 15th for $50 and only 450 tickets are sold. You can purchase tickets at the Chamber of Commerce (800 W Dakota Ave), the Boys & Girls Club (temporary location is at First United Methodist Church at 117 N Central Ave), through the board of directors of those organizations and at Petersen Motors.


Grand Prize: XL 1200NS Iron Harley Dividson Motorcycle - don't miss out on your chance to win! Each raffle ticket admits two people into the Harley Giveaway Picnic on Thursday, July 25.
 
Pierre Mayor Steve Harding's Report
It's amazing what can be accomplished through public private partnerships. One example I'd like to hold out is the Trail of Governors. You know the Trail as those life-size bronze statues of former South Dakota Governors that line the streets in the downtown area and snake all the way up through the Capitol campus.
This public art project is visually transforming our landscape. It's bringing art and culture into our everyday lives. If you go shopping downtown, take a stroll around Capitol Lake, or visit Historic Pierre Street, you're going to encounter one of these statues. If you have never taken the time to inspect them, you should. The craftsmanship is amazing, and each statue tells a story that gives you a glimpse into Pierre's history.
Three more chapters are about to be added to that story. On Flag Day, the three newest statues will be unveiled; they are South Dakota's fifth leader, Governor Samuel H. Elrod; South Dakota's 22nd Governor, Archie Gubbrud; and Governor Dennis Daugaard.
I invite you to the Capitol Rotunda on Friday, June 14, for the unveiling ceremony. It starts at 10 a.m. If you haven't ever been to one of these ceremonies, you really should try to make it. They are a special event for our community, our state, and South Dakota's former leaders.
You can also get up close and personal with all the statues on Saturday, June 15. The annual Run with the Govs Race starts at 8:30 a.m. on the Capitol steps. The 3.5 mile race will take you along the full trail. And you might even spot one or two of our former Governors racing right along with you! If you'd like more information, you can find Run with the Govs on Facebook.
The public private partnership that made all of this possible got its start about eight years ago when some local businessmen had a vision to make the Trail. They put their hearts into the fundraising effort and each year gift the completed statues to the City. For our part, we maintain and place the artwork.
I encourage you to enjoy the Trail, support the Trail, and appreciate those community supporters who have made it possible.

Fort Pierre Mayor Gloria Hanson's Report
This community is blessed with lots of great people, and it's seldom that I want to identify one who stands out from the crowd. But I think I will be forgiven for breaking my own rule this time.

Since the time Chris Maxwell arrived on the scene in Pierre and Fort Pierre, he has made hundreds of friends and became involved in dozens of causes and projects. His zest for life, his unlimited energy and enthusiasm, his far-reaching vision, and his sincere dedication have grabbed the attention of multiple individuals and organizations. This is a guy who gets things done.

I became aware of Chris through Rotary Club. He was already involved in Fort Pierre Development when I began working closely with him in 2016 and asked him to chair the Bicentennial Committee. Then, I stood back and watched in amazement as he garnered enough private sponsorships to make Fort Pierre's 200th Birthday a memorable occasion for all of us. Shortly after that, he founded Maxwell Strategies and began leading the Fort Pierre BID Board (aka Tourism & Promotion Council). Chris' touch found its way to collaborating with Matt and Lindy Geraets to organize Fort Pierre's first regular farmers' markets.

This space in this column is totally inadequate to complete a litany of Chris' influence on the community of Fort Pierre. I want to switch gears and talk about how we can begin to repay him for his leadership and influence. In mid-February, Chris was diagnosed with Guillain-Barre' Syndrome, a rare autoimmune disorder that, in a matter of days, left him paralyzed to the point that he couldn't blink his eyes or breathe on his own. After a six-week stay at Avera McKennan in Sioux Falls, Chris is now at Madonna Rehabilitation Hospital in Lincoln, NE, working to retrain his body to breathe, blink, eat, and walk.

Chris' wife Molly (Weisgram) writes beautifully on a Caring Bridge site of Chris' challenges and successes. Their four children (Ben, Samuel, Isaac and Hannah) are able to visit their dad periodically and keep him involved in their busy lives. Chris is talking again, and the people who have received one of his phone calls are delighted to hear the old Chris is back. His mind remains sharp and fully intact. The prognosis for recovery is good, but slow. Medical and travel expenses, not surprisingly, are mounting.

The Pierre/Fort Pierre community is known for taking care of our own. Want to help? Here are a few ideas: A benefit fundraiser for Chris Maxwell has been scheduled for 7 p.m. on Friday, June 14, at Drifters. There will be a silent auction, a live auction, and entertainment. A "Go Fund Me" page has been established; and local donations can be directed to American Bank & Trust, Benefit Account for Chris Maxwell, PO Box 1178, Pierre, SD, 57501.

Capital City Economy
February 2019
Current Month
Same Month 2018
Percent Change
2019 YTD
2018 YTD
Percent Change
CITY TAX RECEIPTS
 
 
 
 
 
 
Pierre 2%
$569,823
$567,845
0.3%
$1,285,863
$1,354,118
-5.0%
Pierre 1% BBB
$44,038
$42,127
4.5%
$85,073
$85,718
-0.8%
Fort Pierre 2%
$78,193
$75,026
4.2%
$161,652
$151,950
6.4%
Fort Pierre 1% BBB
$7,278
$7,063
3.0%
$15,935
$15,102
5.5%
OCCUPANCY TAX
 
 
 
 
 
 
Pierre BID #1
$14,152
$13,714
3.2%
$32,174
$31,624
1.7%
 
 
AIRPORT BOARDINGS
 
 
 
 
 
 
CPAir
0
837
0.0%
328
1719
-80.9%
 
 
DAILY TRAFFIC
 
 
 
 
 
 
Missouri River Bridge
12,375
12578
-1.6%
24,992
25,725
-2.8%
US 14 East of Pierre
2,326
2412
-3.6%
4,761
4,879
-2.4%
 
 
CITY OF PIERRE BUILDING PERMITS
 
 
 
 
 
 
Residential:
New Homes
Stick Built - Number
0
0
1
0
    Dollar Amount
$0
$0
0.0%
$300,000
$0
0.0%
Other* - Number
1
0
1
0
    Dollar Amount
$51,900
$0
0.0%
$51,900
$0
0.0%
Remodeling
Number
3
6
7
10
    Dollar Amount
$7,000
$48,800
-85.7%
$93,247
$90,600
2.9%
Commercial:
New Buildings
Number
0
0
1
2
    Dollar Amount
$0
$0
0.0%
$56,000
$981,147
-94.3%
Improvements
Number
4
3
8
6
    Dollar Amount
$227,232
$1,109,971
-79.5%
$254,220
$1,561,971
-83.7%
Total Permits**
Number
16
21
51
46
    Dollar Amount
$331,130
$1,204,271
-72.5%
$849,378
$2,710,530
-68.7%
 
 
HUGHES COUNTY BUILDING PERMITS
 
 
 
 
 
 
Residential:
New Homes
Number
0
0
0
0
    Dollar Amount
$0
$0
0.0%
$0
$0
0.0%
Other* - Number
1
0
1
0
    Dollar Amount
$122,000
$0
0.0%
$122,000
$0
0.0%
Remodeling
Number
1
1
3
5
    Dollar Amount
$17,000
$5,000
240.0%
$59,000
$109,000
-45.9%
Commercial:
New Buildings
Number
0
0
0
0
    Dollar Amount
$0
$0
0.0%
$0
$0
0.0%
Improvements
Number
0
0
0
0
    Dollar Amount
$0
$0
0.0%
$0
$0
0.0%
Total Permits**
Number
3
2
5
6
    Dollar Amount
$239,000
$5,000
4680.0%
$281,000
$109,000
157.8%
 
 
 
 
 
 
 
WORK FORCE                
 
 
 
 
 
 
Pierre MiSA***
Total Work Force
12,396
12,361
Total Employed
12,003
11,948
Total Unemployed
393
413
Unemployment Rate
3.2%
3.3%
* Includes multi-family, mobile and manufactured homes
** Includes residential, commercial, and all other permits.
*** Pierre Micropolitan Statistical Area includes Hughes & Stanley counties
Source: Pierre Economic Development Corporation Research

Retail Convention Works To Dismiss Perception Of Retail Apocalypse
Jim Protexter , PEDCO COO
really had to focus on the messaging from the International Council of Shopping Center speakers when they were extolling the opportunities ahead for local retail growth. Especially since one of our targeted retailers back in 2012, Dressbarn, just announced they were closing all 650 stores.

Last week I made a third consecutive trip to RECon, the world's largest trade show for retail dealmaking in Las Vegas, to reaffirm relationships with brokers and tenant representatives.

And despite e-commerce's disruptions for brick-and-mortar retailers, I was optimistic thanks to having three positive items to share with those who don't know Pierre.

First is the city's new sales tax rebate program that will provide a $25,000 per year incentive for any retail or service business that adds $2 million in new taxable sales to the local economy. That incentive can be larger if the new taxable sales are greater, and it can remain in effect for several years, perhaps up to five.

While it will likely take more than just this one incentive to convince a desired retailer to invest in Pierre, it's a great conversation starter and shows we're serious about growing our business base.

The second item I was able to share is the availability of the former city hall property on Sioux Avenue. The city has committed to a unique process to dispose of that lot using a Request For Qualified Developers. I was able to follow up with some of the developers that we sent the RFQD to earlier this year and answer their questions.

The third item was the recent report by 24/7 Wall Street that named Pierre as South Dakota's best city in which to live. It's always good to have a third party confirm what we all know to be true.

This is not to say I only talked about these three items. I was loaded with handouts and flash drives on all the available lots around town, and spent quite a bit of time talking about opportunities at Northridge Plaza.

Aside from the direct meetings, there were dozens of professional development seminars and I enjoyed listening to keynote speakers Tony Romo and Marcus Lemonis from CNBC's The Profit. Romo talked about taking advantage of your situation and being prepared, highlighted by the fact that we was not drafted by the NFL in any of the first seven rounds. Lemonis made sure the audience remembers business is about people.

There were way more people on Las Vegas boulevard than last year. It's a good sign that the city is recovering from the devastating mass shooting two years ago. It's also a sign that despite the turmoil and transition that retail is facing, the overall economy is improving.
Retail Briefs
Tariff increase has retailers gearing up for higher costs
Retailers including Kohl's, Home Depot and Walmart have raised concerns related to the Trump administration's decision to raise tariffs on $200 billion in Chinese imports to 25%. Kohl's lowered its guidance for the year because of the tariffs, Walmart said it expects prices on some goods to rise, and Home Depot expects the higher tariffs to add $1 billion to its costs. The Wall Street Journal (5/21)
 
Kroger, Walgreens partner with Loop on reusable packaging
Kroger and Walgreens have partnered with zero-waste platform Loop for a pilot program in New York, New Jersey, Pennsylvania, Maryland and Washington, D.C. Loop provides reusable packaging on hundreds of food products and everyday household items that is later picked up by a delivery service to be cleaned and refilled. CNN (5/21)
 
S.D. mall embraces non-retail offerings, events, mom and pop stores
Rushmore Mall in Rapid City, S.D., is shifting its focus to include more mom and pop businesses, non-retail offerings and events. The facility is hosting events like a Parking Lot Party in June and projects like the South Dakota Museum of the Medal of Honor and Trader's Market, which offers space for artisans to sell their goods and entrepreneurs to create their own retail endeavors. Rapid City Journal (5/20)
 
Walmart, Macy's likely to increase prices if more tariffs levied
Walmart and Macy's stores will have to raise prices to help cope with additional tariffs anticipated from China, although a Walmart official says the company hopes to minimize the effects for its consumers. The official would not say which products would see cost increases. CNN (5/16)
 
Report: US retail sales fell slightly in April
US retail sales dipped 0.2% in April, according to a Commerce Department report, missing economists' forecasts for 0.1% to 0.2% growth. Sales data for March was revised upward to 1.7%, marking the biggest single-month sales increase since September 2017, and sales last month were up 3.1% compared with April 2018. Reuters (5/15)
 
Walmart continues investing in US-made goods
Fort Lauderdale, Fla., entrepreneur Zoya Hajianpour's tool to organize small spaces, dubbed the Easy Box, is one of the newest products selected by Walmart as part of its effort to invest $250 billion more in US-made goods by 2023. The Easy Box, now sold at more than 2,800 Walmart stores nationwide, was one of nearly 600 pitches considered at last year's Open Call competition, and Walmart will hold this year's event in June. The Business Journals (5/13)

CVB Report
Lois RiesCVB Director
In early May, I attended the International Roundup (IRU) in Spearfish, South Dakota. IRU is an exclusive annual tourism tradeshow event designed for suppliers (the Pierre CVB) and buyers (international tour operators) focused on tourism in the Great American West region. The event consists of two days of intensive pre-scheduled business appointments where every regional organization and every international tour operator/buyer are guaranteed to meet. By going to this event, the supplier looks to increase international visitation and to conduct business with international buyers who are looking to add regional product to their list of offerings to their clients. IRU contributes more than $130 million in future travel to the five-state region of Idaho, Montana, North Dakota, South Dakota and Wyoming. 
 
The Pierre CVB also hosted some of the International tour operators that same week in Pierre. They were able to experience some of the attractions that I told them about during the IRU event. They were able to see the Cultural Heritage Center, Capitol building and grounds, drive by of the Oahe Dam, National Guard Museum, Verendrye monument and a cruise on the Sunset. 
 
We also hosted a group of travel agents from the Netherlands in May. This group is also interested in our area. We hosted them for lunch and then a quick tour around town seeing the Capitol and grounds, the Cultural Heritage Center, LaFramboise Island and then a drive by of other attractions in our area. They were very interested in Pierre; took many pictures and we are encouraged that they will be sending visitors to our area.  
 
It looks to be a busy summer with visitors coming to Pierre. Greet visitors with enthusiasm and represent the great community that we live in. 





Tour operators visited the Pierre area as part of a 'FAM Tour' or Familiarization Tour. These organized trips are part of South Dakota Tourism's partnership with Rocky Mountain International. This particular group explored North and South Dakota, and were hosted in Pierre by the Convention & Visitors Bureau.
Countries that have visited our area this Spring as part of these FAM Tours included Germany, Switzerland, France, United Kingdom and the Netherlands. 
Membership Report
Katie Johnson, Membership Director
Mark your calendars! June is a crazy month every year at the Chamber, and this year is no exception!

We will kick off the month with a ribbon cutting and announcement of the new owners of the Alley Exchange on June 1 st. There will be an open house from 10am to 5pm, with the ribbon cutting and announcement at 12pm.

June 6 th is the Pierre Area Chamber's 15 th Annual Golf Classic at Hillsview Golf Course with a shotgun start at noon! There are still sponsorship opportunities available to advertise your business during this fun networking event; if you would rather participate in the tournament, team registration of $300 per four players is still open. If you have never attended this event, we highly recommend it - it's a great way to mingle with community members in a casual and enjoyable environment.

Marty Jackley has joined the Law Firm of Gunderson, Palmer, Nelson & Ashmore, LLP's, and we will be celebrating the new Pierre office with a ribbon cutting on Tuesday, June 18 th, starting at 4pm.

Taste of Pierre will kick off Oahe Days on June 20 th! Beginning at 5pm, the beer garden will open, and music will be provided by the Valentine family. The Street Masters cars will be on display, and the food will be hot and ready! Branding Iron Bistro, Big Tom's, Drifters and The LB will have their signature items for sale in the park. Edgewood will host the 2 nd Annual Pie Eating Contest at 7pm to raise funds and awareness for the Alzheimer's Association, and the Capital City Band will wrap up the evening starting at 8pm.

As always, Oahe Days Music & Arts Festival will have great art vendors, entertainment, activities, food and more on Friday night and all-day Saturday. To get a full list of the weekend lineup, visit www.oahedays.com. If you would like to volunteer some of your valuable time to this fun-filled weekend, check out the online signup sheet: www.oahedays.com/signup. Community events would not be possible without community involvement.

We will wrap up the month with a ribbon cutting at Quality Quick Prints on Tuesday, June 25 th! Please join us as we welcome QQP to the community from 4-6pm with the ribbon cutting at 4:30.
I hope you have a great summer planned!

Dealing with Angry Customers
By Laurie Guest
Nobody wants them, yet we all have them-angry customers. It doesn't matter what
position you hold in the office, knowing how to handle the dissatisfied consumer is
crucial. Let's take a look at the twelve steps to dealing with an angry person:

1. Stay Calm.
Most of the time it is our front line staff who take the brunt of angry customers.
It is instinctive to flee or fight when faced with a tense situation and neither are the right
answer. Staffers must train themselves to stay calm. Take slow and deep breaths while
concentrating on maintaining eye contact.

2. Stop, look, listen, lean forward, be responsive.
If possible, move agitated customers from your counter area to a private room or
adjacent hallway. Stop all other activity and concentrate on what the person tells you.
Body language is an important tool for showing a customer you are serious about
resolving the issue. Nodding, eye contact, and note taking are all excellent modes of
silent communication. Most importantly, keep quiet. If you interrupt, the person will
assume you are not listening and often feel the need to start over again. Patiently listen
to the whole story. When the customer has clearly finished, you may proceed to
respond. When it is your turn to speak, begin with agreement. Even if this requires
really digging to uncover some common ground, do so. Obviously, you are not going to
agree with false statements, but you could reply with: "I'm glad you brought this to our
attention. I'd like to help solve this problem."

3. Accept the anger.
Try not to take the demonstration of anger personally. A majority of the time people do
not know how to express displeasure pleasantly-I suppose that's an oxymoron. Some
people assume they will get better results with rage than with polite dialog.
(By the way, if YOU are ever the angry customer in a place of business, this is a great
step to use in your favor. Help the other person by saying in a sincere, pleasant tone: "I
know it isn't your fault, but I'm very upset about this situation and I hope you can help
me." This often works better than berating an innocent team member.)

4. Accept responsibility.
Never say: "There's nothing I can do." That statement is like gasoline on a campfire.
Although it may range from simply gathering facts to solving the problem, there's
ALWAYS something you can do. If you are a member of the team, then all the work
done for the customer is a reflection of the overall quality. A few years ago we went to
the Milwaukee Zoo over the 4th of July weekend. Nearly all the teenagers working
concessions were rude and acted as if their summer was being disrupted. This
behavior always upsets me. Our family complained about it to each other most of the
time we spent there. When we were leaving, we stopped to buy a soda for the road.
The clean-cut boy working the stand was polite and considerate. However, if I had a
questionnaire to rate our satisfaction of the staff at the zoo, I would have marked the
lowest grade possible, even though a few individuals were doing a great job. Why is
that? Because majority rules. If most of the contacts we had were surly, we assume all
the workers are the same. A similar principle applies in our office. All-for-one-and-one
for-all is the way a successful office should operate.

5. Refer to the proper person.
As soon as you have determined the best person to solve their problem, explain it to
the customer. Choose your words carefully: "Mr. Smith, the best person to help you with
XYZ situation is Melanie our staff member in charge of 123. Let me explain your needs
to her and she will be happy to fix this right away."
* "Mr. Smith"-use the customer's name.
* "XYZ" - identify the problem as you see it.
* "Melanie, in charge of 123"-give identity to the person who can solve the problem.
* "will be happy to take care of this"-indicates we're not bothered in any way.
* "let me explain to her"- removes the need for the customer to rehash the issue.
* "we will fix this right away"- responsive.
These two short sentences carry a bundle of information to the customer.

6. Ask questions.
This step reminds me of the old rule to "gather your facts." It is a fundamental rule by
which we should all live. There is always more to the story. By asking questions you
can uncover hidden facts to help you put the puzzle together.
Ask questions like:
* "What were you told?"
* "When did you call?"
* "Do you know who you spoke to?"

7. Restate the problem; ask for confirmation.
If you have successfully followed the first six steps, you should have a basic
understanding of the complaint. Now is the time to summarize the story. Remember to
present the recap from the customer's perspective. In other words, if you know a part of
the story is not accurate, you can insert such bridges as "and you feel, Mr. Smith" or
"your impression was."

8. Respond visibly.
Be careful to have the right facial expression. The easiest way to achieve this step is to
simply nod. Try not to be too defensive even if you're the cause of the complaint. Avoid
being too smiley; serious, professional and focused are the best traits to show.

9. Agree.
I'm not asking you to agree with a customer who may be insulting, rude, or wrong.
Agreeing in this case means to understand or empathize. A well-known technique for
dealing with a complaint is the "Feel, Felt, Found" method. "I understand how you feel,
Mr. Smith. I would have felt that way, too. What we have found is that if we (insert
solution here), it seems to help."

10. Develop solutions.
This is my favorite step. It is often the turning point in defrosting an angry person. Start
tossing out suggestions to solve the problem. If it's a simple scenario, one solution
often suffices. Other times, multiple options are necessary. When faced with a
customer who will not respond to any of your suggestions, try this statement: "What
can we do to make this situation better?" Occasionally the reply is: "There's nothing you
CAN do!"

11. Exceed expectations.
We refer to this as "REPLACE Plus 1." That means not only do we try to solve the
problem, but we add a touch of appreciation with it. Adding a special touch or offer
that applies to your industry is a great place to start. This applies when your
organization is clearly "in the wrong" and needs to make up for a poor decision or
unfortunate situation.

12. Personalize.
This can be the turning point when dealing with an extremely irate person. Once, I
dealt with a customer in rage. I tried everything to calm him. Aside from just standing
there and nodding, I had no ammunition to his verbal abuse. I kept quiet even though I
wanted to yell back. Finally, when he appeared to be finished, I started my first
sentence with his first name and I said it in a tone like we were old friends. Immediately,
he seemed to relax a little. I quickly asked what I could do to make the situation better.
He came up with a simple suggestion, one I hadn't thought of. I agreed that his idea
was a great compromise and he seemed satisfied.

After enough practice, the steps in dealing with angry customers becomes second
nature. Unfortunately, there isn't a hard and fast rule on how to use the steps. Many
times I find myself using step 12 first.
South Dakota Missouri River Tourism Update
Karen Kern, Executive Director of SDMRT
20207 SD Hwy 1804
PO Box 786
Pierre, SD 57501
888-386-4617
I have had the question asked about what our organization does - so here are some of the exciting things we are involved in!

Our mission is to market the Missouri River from the ND border to IA/NE - in 17 counties along the river. We promote attractions, communities, museums, Native and Western culture, outdoor adventures and of course fishing and hunting. We are a membership organization and getting the word out about our members is such an important component of our marketing.

We manage the Oahe Visitor Center that is located above the Oahe Dam beside the Oahe Chapel. A partnership with the Corps of Engineers was formed a number of years ago where our offices would be in the Visitor Center and we would keep the center open year around. From Memorial Day to Labor Day the visitor center is open seven days a week and this year the Corps will be giving tours every day. The times for the tours are 10:00 a.m., 1:00 p.m. and 3:00 p.m. Just come up to the center about 15 minutes before the tour starts to get registered.

We see thousands of visitors each year, from all 50 states and from around 20 foreign countries. More and more visitors are getting off the interstate and taking the back roads and we fit into that group perfectly. Our member's brochures are displayed free of charge, and we also have SDMRT information, plus State Tourism and Game, Fish & Parks material. We can direct people up and down the river and all over the entire state.

We print our Missouri River Visitors and Sportsmens Guide annually and distribute them to our members, at the state information centers, at sports/travel shows and they are sent to inquiries that we receive. Advertising is sold in the magazine, with a discount to members.

Tear-off maps are available and they are extremely popular. It shows the entire river system and members can buy inexpensive ads on the front and back. It's such a great way to cross-sell the region. You never know when someone that is in the southern part of the region might see a place on this map that they want to go visit.

Sports/Travel Shows are one of the ways we promote the river, attending 5 each year - all in our target market area - MN, WI, IA, NE, MO, and ND. Meeting people face-to-face and answering their questions right there is so important.

The region has Regional Matching Marketing Grants that we can award to members. The amount we distribute is $25,000 yearly and the grants are on a 50/50 cash match. They must be used for new or enhanced marketing. It's an application process that begins each January.

Our "Great Tourism Day" is held each year in May during Travel & Tourism Week. All members are invited to join us for fun and learning. It's a way for us to educate our members on what is happening in the tourism world and a way for them to network with other tourism individuals.

Partnerships are so important to us and we work with the Department of Tourism, Tribal Reservation (we have 5 in our region), communities, members, and other regions. Through partnerships we can accomplish so much more and funding will definitely go farther.

If you are interested in joining the SD Missouri River Tourism region, give us a call at 605-224-4617. We'd love to have you as a partner in our organization!

 
Chamber Events

Business After Hours
Spring Business After Hours 2019 was held on Thursday, May 2 at Dunes Golf Course. Attendees had the chance to win a free drink ticket if they sank one of three putting attempts! Co-hosts of Spring Business After Hours included: Black Hills Federal Credit Union, Cell Savers, Dakota Horse Stars Therapeutic Riding Center, Lynn's Dakotamart and Quality Quick Print.


Ribbon Cuttings & Open Houses



Leadership Pierre
Leadership Pierre gathered on Tuesday, May 7 for its ninth and final session, focused on community service. The objective of this session was to gain awareness of the many opportuntities there are to serve the communities of Pierre and Fort Pierre; to understand that we all have a personal and professional responsibility to 'give back', and the personal and professional development that can occur when you get involved. Thank you to our Session 9 sponsors: First Dakota National Bank, Sanford Health and May Adam Law.

The inaugural Leadership Pierre class concluded the end of the nine-month course with a Graduation Ceremony at Drifters Bar & Grille on Thursday, May 9. Congratulations to the class of 2018-2019! Pictured: (back left) Aaron Fable, Dustin Hight, Matthew Reitzel, John Krogstrand, Jessica Hanig. (Front left) Kristin Gabriel, Mallory Gordon, Ashlee Rathbun, Brooke Bohnenkamp, Kayla Burns, Katherine Nelson, Erica Moore and Nelly Nord (not pictured: Christopher McConnell and Scott Louis).


SAVE THE DATES

June Calendar of Events

June 1: LaFramboise Island Mountain Bike Race from 10:15 AM - 12:00 PM at LaFramboise Island Nature Area. Contact: John Simpson, 605-224-7054 or 605-222-0338. Entry Fee: $20, free to kids 17 & under
June 1: Canvas & Cocktails from 2:00 - 4:00 PM at Drifters Bar & Grille. Contact: 605-220-5014. Please check the facebook page for admission details
June 1: Hosanna Dance Spring Concert from 2:00 - 7:00 PM at Hosanna Dance Studio, 119 Deadwood Street 2nd Fl. Contact: Sunny Hannum, 605-220-1032 or 605-945-1044. Admission: Free will offering
June 1: 26th Annual Casey Tibbs Match of Champions Bronc Ride from 7:00 - 10:00 PM at Stanley County Fairgrounds in Fort Pierre
June 1: Leadership Pierre Application Deadline July 19. Applicants will be notified by August 9, 2019. Contact: Jamie Seiner, 605-224-7361. Application fee - $25 nonrefundable, Tuition - $500 for Chamber members and $650 for non-members
June 1: The Alley Exchange Ribbon Cutting, Open House & Announcement from 10:00 AM - 5:00 PM at The Alley Exchange, 339 S. Pierre St. Ribbon Cutting & Announcement at noon
June 1, 8, 15, 22, 23:  Capital City Farmers Market from 9:00 AM - 12:00 PM on the corner of Sioux Ave and Coteau St. Contact: Lindy Geraets, 222-1290
June 2, 9, 16, 23, 30: Oahe Chapel Ecumenical Sunday Worship Service from 8:00 - 9:00 AM at Oahe Chapel
June 3: The Flag Mountain Honor Guard Quilts of Valor Fundraiser from 5:00 - 8:00 PM at Pizza Ranch. Contact: Charlene Sundstrom, dennisra@live.com
June 3: Canvasback Art Club from 7:00 - 9:00 PM at Rawlins Library, 1000 E. Church. Contact: Bev Letellier, 605-224-7993
June 3, 10, 17: Computer Classes every Monday from 5:00 - 7:00 PM at The Right Turn, 115 E. Sioux. Contact: 773-4755 or kpauly@midconetwork.com
June 3, 10, 17, 24: Teen Book Club from 1:00 - 2:00 PM at Rawlins Library, 1000 E Church St. Contact: Abby Edwardson, 605-773-7421. Free
June 3, 5, 10, 12, 17, 19, 24, 26:  English as a Second Language on Mondays and Wednesdays from 5:45 - 7:15 PM at The Right Turn, 115 E. Sioux Ave. Pierre. Contact: 605-773-4755 or kpauly@midconetwork.com to register. Free
June 3, 4, 5, 6, 10, 11, 12, 13, 17, 18, 19, 20, 24, 25, 26, 27:  Adult Education and Literacy Classes from 3:00 - 7:00 PM on Mondays & Wednesdays and 8:30 - 11:45 am on Tuesdays & Thursdays, at The Right Turn, 115 E. Sioux Ave. Pierre. Contact: 605 773-4755 to register or kpauly@midconetwork.com. Free to attend if over 18.
June 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30: Summer Reading Program from June 3rd - July 25th at Rawlins Library, 1000 E. Church St. Contact: Pat Weeldreyer, Children's Librarian, 605-773-7421. Free
June 4: Volunteers needed at food bank from 5:30 - 7:30 PM at Feeding South Dakota, 20562 Grace Avenue. Contact: Feeding SD, 605- 494-3663
June 4: D-Day Revisited from 7:00 - 8:30 PM at Cultural Heritage Center, 900 Governors Dr. Contact Dorinda Daniel
June 4, 11:  Basic Dog Obedience Class at Stanley County Old High School Gym, 112 S. 1st St. from 6:30 - 7:30 PM. Contact: CUC, 605-773-2160. Fees: $40
June 5: Mabel's Family Support Group - Alzheimer's & Dementia from 12:00 - 1:00 PM at Edgewood, 1950 E. Fourth St. Contract: Katie Nagel, 494-3400. Free to attend, $7 for lunch (please RSVP)
June 5: Stanley American Legion Post 20 Monthly Meeting from 6:00 - 8:00 PM at Moose Lodge, 910 N. Deadwood St. Contact: Royce Loesch, royceloesch@gmail.com
June 5, 6: Oahe Shrine Circus performances at 4:00 PM and 8:00 PM at Ft. Pierre Expo Center.
June 5, 12, 19, 26:  River City Toastmasters every Wednesday from 12:10 - 12:50 PM at Lutheran Memorial Church, basement conference room. Contact: Brian Underdahl, 605-220-1003. Free
June 6: Chamber Golf Classic 2019 from 11:00 AM - 6:00 PM at Hillsview Golf Course, 4201 SD-34. Contact: Pierre Chamber, 224-7361. Fees: $300 per team or $75 per person
June 6: "Juggling and Other Nonsense" from 4:00 - 7:30 PM at Rawlins Library, 1000 E. Church St. Contact: Robin Schrupp, 605-773-7421. Free
June 6, 20:  Breast Cancer Survivors meeting from 12:00 - 1:00 PM at Countryside Classroom, 200 E. Dakota Ave., Suite 1. Contact: 945-0827
June 6, 7, 8, 9: Dakota Blast at 20628 Willow Creek Road, 12 miles west of Ft. Pierre. Contact: Steve 222-3154 or Bob 222-0309
June 7: Pierre/Fort Pierre Kiwanis Fundraiser Concert doors open at 6:00 PM with concert from 7:00 - 9:00 PM at TF Riggs Theater. Contact: Dave Bonde, 280-9680. Admission: $12.50 in advance, $15.00 at door
June 8: Early Childhood Training Fit Care from 9:00 - 11:00 AM or 12:00 - 2:00 PM at The Right Turn, 115 E. Sioux Ave. Contact: 605-773-4755. Free
June 8: Family fun Saturday "Branding Time!" from 10:00 - 11:30 AM at Cultural Heritage Center, 900 Governors Drive. Contact Ronette Rumpca, 605-773-6011. Free
June 8: Wine & Design a Plater from 5:00 - 7:00 PM at East Pierre Landscape & Garden Center, 5400 SD Highway 34. Contact: 605-224-8832. Fees: $10.00 plus all materials
June 10: Stately Stitchers Guide Meeting from 6:45 - 8:45 PM at Lutheran Memorial Church Basement, 320 E. Prospect Ave. Contact: Myrna Buckles, 605-222-6847. Fees: Guests are free, dues are $12.00 a year for members
June 10: Grand River Casino Trip. Bus leaves June 10th at 9:30 AM from Pierre Senior Center, 410 West Pleasant Drive. Contact: Jeannie Davis, pirascc@yahoo.com . Fees: $25 per person (Senior Citizens)
June 10, 11, 12, 13: Giddy Up Junction at First Baptist Church, 2310 E. Capitol Ave. Contact: First Baptist Church, 224-2030. Ages 3 (potty trained) - 5th grade
June 11:  Chamber's Hospitality Committee Meeting at Chamber, 800 W. Dakota Ave. at 3:30 PM.
June 12: 8th Annual SD Kite Day at Capitol from 1:05 - 4:05 PM at Hilger's Gulch Park area. Contact: Steve Wegman, 605-295-1221. Free
June 12: Author Talk by Kent Nerburn from 7:00 - 8:30 PM at Capitol Lake Visitors Center. Contact: Dorinda Daniel, Dorinda.daniel@state.sd.us . Free
June 14: Central SD Survivors of Suicide Support Group from 6:30 - 8:00 PM. Contact Julie Moore, Julie.moore@avera.org
June 15: Tour de Oahe from 6:30 AM - 2:00 PM at Oahe Campground 2 picnic shelter. Contact tourdeoahe@gmail.com . Fees: $35 if registered before May 31, $45 after June 1
June 15: Run with the Govs 3.5 Mile Road Race from 8:30 - 10:30 AM at SD state Capitol Front Steps, 500 E. Capitol Ave. Contact: Tiffany Sanderson, 605-280-3697 or Ann Schwartz, 617-838-5049. Fees: $25.00, all proceeds will be donated to the Trial of Governors Foundation
June 15, 16: Women's City Softball Tournament at Softball Complex, Pierre
June 16: Father's Day Riverboat Cruise from 2:00 - 4:00 PM, boarding begins at 1:30 PM, at Lilly Park. Contact: 605-224-6572. Admission: Adults - $25, kids 13 and under - free
June 18: Ribbon Cutting & Open House for Marty Jackley of GPNA, LLP from 4:00 - 5:30 PM at 111 W. Capitol Ave., Suite 230 in Historic Hyde Building. Ribbon Cutting at 4:30
June 20: Taste of Pierre 2019 from 5:00 - 9:00 PM at Steamboat Park. Pie Eating Contest at 7:00 PM. Capital City Band at 8:00 PM
June 21, 22: Oahe Days Music & Arts Festival 2019 at Steamboat Park. For more information go to www.oahedays.com
June 21, 22, 23: U13 Kirley Baseball Tournament at Hyde Stadium
June 22: American Legion Cabin Restoration Fundraiser from 11:00 AM - 4:00 PM at American Legion Post 8 cabin, 520 S. Pierre St. Contact: Patsy Madsen, charlies95@live.com . Admission: $10.00 per person
June 22: Oahe Days Riverboat Cruise from 3:00 - 4:30 PM at Causeway, Pierre. Contact: 605-224-6572. Fees: Adults - $25.00, kids 13 and under - free
June 22, 23: South Dakota SCTP State Shoot at 20628 Willow Creek Rd. - 12 miles west of Ft. Pierre. Contact: Steve, 222-3154 or Bob, 222-0309
June 25: Ribbon Cutting & Open House for Quality Quick Print from 4:00 - 5:30 PM at 1005 E. Wells Ave, in the South Curve Plaza. Ribbon Cutting at 4:30 PM
June 28, 29, 30: Oahe Power Surge Fastpitch Softball Tournament at Pierre Softball Complex
June 28, 29: Oahe ABATE Fun Run at Nystrom's Goose Camp, Hwy 1804. Contact: Brad, 222-8955 or Brandon, 770-3318. Fees: $10 Gate, $20 for electric hookups
June 29, 30: Tour of Champions - Sioux National Challenge at Fort Pierre Fairgrounds
June 30: In Concert for America from 2:00 - 4:00 PM at First United Methodist Church, 117 N. Central Ave. Contact: Elaine Scott, 605-224-5939. Free

For future months, go to www.pierre.org