Q: How can managers develop and stimulate a culture of creativity and innovation within a business?
A: Keep an open communication with your staff. Foster the concept that no idea is a bad idea. Make people feel comfortable contributing off the wall suggestions on problems. Reward and recognize people who take risks and don't foster the concept that failure is necessarily bad.

Q: Hi Marilyn, what can the local Chamber of Commerce do for my business?
A: The chamber is a fantastic place to network with other businesses, learn about and act upon the governmental issues that affect your bottom line and find new customers for your business.

Q: Any suggestions for building and maintaining a good customer base?
A: Recognize the niche you are fulfilling with your major customers and think about who else needs what you are providing to them. Then make sure to review the ancillary services that you provide – that you have become expert in – and identify who has a need for those services. And, of course, treat your existing customers like gold.

Q: What are some of the common traits or characteristics you have noticed in the companies you have helped expand into upstate New York?
A: Expanding companies have required high education and skill levels in their workforce because they are knowledge-based businesses. Even traditional manufacturing firms that have expanded have been more knowledge-based and making greater use of technology. In Upstate New York, companies that require low skills and provide low pay are not expanding.

Q: How have the challenges facing small business changed over the last 10 or 15 years?
A: Small businesses today can't rely on local networks to support their businesses. One of the major challenges they face is how to take advantage of the opportunity they now have to conduct business globally. Also, small businesses previously were more family-centered, owned and operated. That situation had its own set of challenges, but now recruiting workers can be even more difficult.

Q: Your bio on Bizboom says that "Marilyn's work at National Grid has resulted in economic development programs that have created or expanded 300 upstate companies, creating 17,000 new jobs and $1.2 billion in new investment since 1996." What type of programs did you implement in order to achieve this?
A: We have had a very aggressive marketing and sales effort for a number of years. Our economic developers identify prospects for Upstate locations, call on them and try to provide the "best" sites for their companies. We work closely with Empire State Development and local development agencies in this process. We also have an ExportNY program and a Community Business Assistance program to assist growing firms.

Q: What are the key factors that small businesses need to consider regarding doing business in New York State? Thank you for your help.
A: Minimize your start-up costs, acquire shared services where possible and recognize that New York State is in the middle of a huge market. Become aware of all the resources that are available to help you including the Small Business Development Center (SBDC), Small Business Administration (SBA), your local chamber and, of course, BizBOOM.com.

Q: Hi, I went on your website to see what I could find out about your Economic Development Programs. I then found the shovelready pages and wonder what this is all about? Would you mind explaining what shovelready is? Also, what are the Wired Building sites? Are these buildings for sale or for rent? Thanks.
A: Thanks for the good questions. Our shovelready website is designed for site selectors and out-of-state companies looking for a site or building for their client or business for their own expansion. Most site selectors today do the majority of their work online. We work very hard to present some of the best opportunities for development on the web. shovelready.com describes sites that are able to be fast-tracked for development. This is important to clients that need to jump start their expansion to get ahead of the competition. The wired buildings are buildings that have high-speed internet wiring and have space available for rent.

Q: Is there any funding or help the government gives to those starting out their own home business?
A: There are micro loans available from the Small Business Administration and a group called, Appleseed Trust. Most financial assistance, loans and loan guarantees require the creation of a business plan. You can get help doing your business plan from many sources. Look on www.BizBOOM.com, under Business Resources and you will find great links to groups that can help you.

Q: Hi Marilyn! Thank you for taking time out of your day to chat with us. I have one question, I heard that there are government resources that help women and minorities fund their businesses. How do I find out more about this?
A: You should call the district office of the Small Business Administration. They are located in the Federal Building in Syracuse and a link to their website is in the Business Resources section of www.BizBOOM.com.

Q: Are tourist trains good economic development vehicles?
A: Tourist trains can be superb community development tools for communities that lack comprehensive planning.

Q: You hear about the Empire Zone a lot in the news. Will you explain what the Empire Zone offers? A: There are 61 Empire Zones in New York State and counting. More are expected to be approved soon. Empire Zones can provide a tax-free environment for a period of years to companies investing in plant and equipment and creating new jobs. For existing New York State businesses, Empire Zone tax exemptions can also be substantial if new jobs and a new investment qualifies the company. National Grid has participated in the program since its inception in 1987 and provides dramatically reduced electric and gas pricing for incremental energy use. For a detailed description, just go to http://www.empire.state.ny.us/serv_location.html.

Q: From an economic development standpoint, what part of the state has the most growth potential at this time?
A: That is an interesting question. New York City has experienced a great loss and that could lead to great opportunity for both the City itself and the surrounding metropolitan area. The Hudson Valley to the North of New York City has experienced tremendous growth and should continue to do so with the rebound of IBM. In Upstate New York, the Capital Region is experiencing the most growth at this time.

Q: I am planning to go Independent (self-employed). What kind of insurance should I get? As I am starting I am looking for low cost. Is there any group/organizations that I could join?
A: Your Chamber of Commerce has a program just for you. Are you from Syracuse? If yes, call Rich Arciero at 315-470-1800.

Q: I know change is good and expansion (growth) is also good, but how do you see the mall expansion......positive or negative. And how will it effect smaller retail stores.
A: I don't think anyone knows for sure how the mall expansion will impact small retail stores on a generic basis. Some small retailers could thrive from the construction phase of the expansion to the tourism that is anticipated to result from the project. Other small retailers may have difficulty competing. Until the store mix of the new mall is apparent, it is an unknown.

Q: I have a small catering business and most of my jobs have been obtained by word-of-mouth. I would like to promote my business a little more, but don't have much money. Can you suggest anything?
A: I would ask each of my satisfied customers to give me the names of some friends they may have who could use my services as well. Just a wacky idea, I would also think about getting a flyer placed inside the Wegmans Gourmet Food circular.

Q: We keep reading in the press that NY is at a significant disadvantage to most other states in terms of cost of doing business, i.e. taxes, worker compensation costs, utility costs. Is this changing, and if so, in what ways?
A: Many taxes, such as the Corporate Surcharge and the Gross Receipts Tax, have been eliminated or are being phased out. Utility costs and worker compensation costs have gone down. New York State is, unquestionably, more friendly to business than it was 10 years ago. Our property taxes and the cost of the many layers of government we have in this state are still too high. However, our schools and our transportation infrastructure stack up well against competing states. We are not a low-cost place to do business but we are much more competitive than we used to be.

Q: Good Morning. What are the different ways to increase employees morale and motivation in an organization?
A: Primarily, you have to tell people the truth. Recognize employees for their good contributions, let them know they are not out there by themselves when they have a significant problem to solve. And reward teamwork.

Q: Does National Grid have a list of buildings and building sites that are available with current zoning information and with topography of water, gas and electric lines?
A: Yes. Please contact our economic development specialists at ShovelReady or call 315-428-6061.

Q: What is the State Ins Fund? And how can they help in a business start-up?
A: We are unclear as to what they can do to help a business start up. I would suggest you contact them directly. Sorry I could not have been more help.

Q: In response to employee morale....Take care of your employees and your employees will take care of you.. Treat them with respect and watch them shine.
A: I agree!

Q: In what ways does National Grid give back to the community where plants are located?
A: We sold all of our generating facilities this year. However, we have a long and I must say impressive record of community service and corporate giving. Our Foundation provides over $2 million in philanthropic giving each year. That is shareholder, not ratepayer, dollars. Also, in communities like Oswego where we have had a major investment in the past, National Grid has been a major partner in economic development.

Q: Good Morning. Do you see health related costs as a greater burden to businesses in NY and if so, what do you see as the future effect of these costs to NYS business?
A: I don't have the data to say that health costs are greater in New York than in other places. However, I do agree that the rising cost of health care and health insurance for employees is a major issue for businesses in New York.

Q: Workers compensation costs are out of control. My husband is a builder and right now the problem is that if he has an employee that gets hurt on the job, they don't have to prove who is at fault. Do you know if there is anything being done to help smaller business with workers compensation costs and the laws?
A: Yes, a great deal has been done and it seems to be time for this issue to re-emerge on the radar screen for our state policy makers. The Business Council of New York State Inc. can provide you with the latest details on reform measures that are being pressed by the business community. Trade Associations, like the Association of Builders and Contractors and local Chambers of Commerce were instrumental in achieving some of the reforms that were enacted when Governor Pataki first came into office.

This wraps up our Executive Chat session for today. BizBOOM.com would like to thank Ms. Marilyn Higgins for her time today in providing expert advice to the Upstate New York small business community.