New Technology Incubator Opens
Bloomington now has its own business incubator dedicated to the life sciences and information technology. inVenture, a 4,000-square-foot facility and network located in the Indiana University Research Park, was created through a partnership between IU, the Indiana Small Business Development Center, the City of Bloomington, the Bloomington Economic Development Corporation and the Greater Bloomington Chamber of Commerce.

inVenture provides management support and shared services to innovative, technology- and research-based businesses. Its mission is to accelerate the growth of locally owned businesses through business support, reduced operations cost, and access to entrepreneurial and venture capital networks.

"inVenture is the first phase of a plan to join SBDC and IU resources to help technology companies grow and succeed in an entrepreneurial environment," said South Central Indiana SBDC Regional Director Brian Kleber, who will manage inVenture. For more information, contact inVenture at 812-335-7356.

inVenture Business Affiliate Program Now Available
All small businesses can now benefit from inVenture's services and resources thanks to a new Business Affiliate Program. For a small annual fee, any local small business, whether technology-based or traditional, has access to many of the resources and services that tenants have. These include business analysis and planning, access to entrepreneurial and venture capital networks, education and training, and more. For additional information, contact inVenture at 812-335-7356.

inVenture Announces Two New Tenants
inVenture's first two tenants have moved in. They are Veteris Software Inc. and SGC Technologies LLC.

Veteris Software, Inc. is run by IU computer scientist and Director of Pervasive Technology Labs Andrew Lumsdaine. Veteris develops software for "grid computing" projects, whose participants may be located all over the globe. Veteris software will make it easier for businesspeople and scientists to work together over vast distances. Contact Andrew Lumsdaine and William Young at 812-855-6486.

SGC Technologies LLC is co-managed by UITS Senior Administrator for Research Steven Wallace and UITS Computer Systems Specialist Greg Travis. SGC Technologies LLC is a newly formed company created to market new technologies, including those developed by the Advanced Network Management Lab (part of IU's Pervasive Technology Labs), ranging from renewable fuels to information appliances for individuals, businesses and government. Contact SGC at 812-855-0960.

Topic: Avoid Customer Service Pitfalls
Sometimes customer service that is perceived as rude is the result of absent-mindedness or carelessness by an employee. Either way, bad customer service can translate into lower sales and lost business. Train your customer service staff to avoid the 5 pitfalls below.

1. Your employees are having a bad day, and their foul mood carries over in conversations with customers.
2. Your company doesn't return phone calls or voice-mail messages, despite listing your phone number on your Web site and/or in ads and directories.
3. Your employees put callers on hold or speaker phone without asking them first as a courtesy.
4. Your employees refuse or forget to use the words "please," "thank you" or "you're welcome."
5. Your employees seem incapable of offering more than one-word answers. (One-word answers come across as rude and uncaring.)

Topic: 7 Ways to Defuse Angry Customers
Flush with frustration over something gone wrong, clients or customers sometimes fly into an uncontrollable rage. Complaints crescendo into shouts, accusations, and even profanity. Although every small-businessperson needs a bucket of water to douse these sorts of fires, it's hard to know where to reach amid the flames. Here are seven at-the-ready responses that may help tame even the most unpleasant situation. Notice the purposeful use of the the word "let's" as a way of promoting an attitude of working together with the customer.

1. "Let's go over what's happened."
2. "Let's get together to talk about this."
3. "Let's have someone else hear what's happened."
4. “Let's see what we can do to resolve this."
5. "Let's hear how you think we should solve this."
6. "Let's talk about ways this won't happen again."

Mystery Shopper Program
[Due to the positive response we received to our mention of the Mystery Shopper Program in the May issue, we're running this item again:]

Want to know what happens at your business while you are away? Ever wonder what your customers think about your business or organization?

Gain knowledgable, unbiased insight into how your company is perceived by your customers. The SBDC's Mystery Shopper program sends a customer into your business who reports back on customer service, price, store cleanliness, etc. The results are delivered in a written report that identifies areas that need improvement.

Services are completely customized to suit your needs! Contact for information or call him directly at 812-339-8937.

July 8: Business Planning Workshop
What: Learn how to use ActivePlans, an online business planning tool, to help your business idea become reality. Each participant will receive an ActivePlans account.
Where: SBDC, 501 N. Morton, Suite 106
Time: 2:30 pm - 5:00 pm
Cost: $69
Contact: SBDC, 812-339-8937 (registration required)

July 13-28: Small Business Planning Course Orientation Sessions
What: Thinking of starting a business? Attend an orientation session to learn about the SEED Corp. Feasibility and Business Planning Course. Upon completion of the course, you may qualify for $1,000 to $35,000 in loans. You need only attend one orientation session below to learn about the course.
Where: SEED Corp., 501 N. Morton, Suite 106
When: July 13, 20, or 27th: 12:00 pm - 1:00 pm
          July 14, 21, or 28th: 5:30 pm - 6:30 pm
Cost: Free
Contact: SEED Corp., 812-323-7827 (registration required)

July 14: Business Orientation Start-up Session (BOSS)
What: Learn what it takes to start your own business and become your own boss.
Where: SBDC, 501 N. Morton, Suite 106
Time: 3:00 - 5:00 pm
Cost: $20
Contact: SBDC, 812-339-8937 (registration required)

July 15: Business After Hours
What: Greater Bloomington Chamber of Commerce monthly Business After Hours
Where: YMCA, 2125 S. Highland Ave.
Time: 5:30 - 7:30 pm
Other: Open to all Chamber members. Hosted by the YMCA.

July 28: Business Orientation Start-up Session (BOSS)
What: Learn what it takes to start your own business and become your own boss.
Where: SBDC, 501 N. Morton, Suite 106
Time: 3:00 - 5:00 pm
Cost: $20
Contact: SBDC, 812-339-8937 (registration required)

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• Business Plan Samples www.bplans.com